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customer ldap auth not working
by Jefferson Davis 06 Oct '09

06 Oct '09

Once logged in as admin user I can query the ldap tree without difficulty. But customer users cannot login???? What am I missing? User record not being created at first login? If so how do I correct this? -- 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.

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SpellCheck on 2.4.4
by Hiren Joshi 06 Oct '09

06 Oct '09

Hi, I upgraded from 2.3.4 to 2.4.4, the config was such that an agent couldn't send an email without spell checking it but it still allowed the agent to send it out with unrecognised words (like names). On 2.4.4, it forces the agent to spell check but doesn't allow the agent to send the email unless all words comply. Is this a bug or expected behaviour? Thanks, Josh.

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Dual word searches
by Emily Flynn 06 Oct '09

06 Oct '09

Hi, 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

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problem: no sla selecting service
by francesco.simonini＠sesaspa.it 06 Oct '09

06 Oct '09

Hi to all, I would like to explain my problem with OTRS 2.4.4 and ITSM 1.3.1. I make a new installation of OTRS 2.4.4 and ITSM 1.3.1, I create service, sla associated to the service, customer user and set default service. Now I try to create a new e-mail ticket but wen I select the service no sla is loaded. But if I create a phone ticket it works, the slas are loaded. If in email ticket i create the ticket without the sla (I can't select it!) and then I modify the itsm fields in ITSM-fields page i found the right slas. I have this problem even with OTRS 2.4.3 new installation and also after a migration from otrs 2.3.4 and itsm 1.2.3. What is wrong?? Any help is appreciate. Regards. Francesco.

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What does pink color indicate?
by Anderson, Ken 06 Oct '09

06 Oct '09

What does the pink background on various tickets indicate? Thanks, -Ken Ken Anderson Senior Systems Consultant 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

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PendingDiffDate only during Working Hours?
by Jeremy Revitch 05 Oct '09

05 Oct '09

I'd like to configure the pending date to only count working hours. So if I have a default pending duration of 2 days and I set a ticket as pending on Friday I want it closed on Tuesday not Sunday. I have looked high and low and thus far he only seen other folks asking about this type of functionality but can't seem to find anything actually implementing it. Additionally, I'd like to set tickets to close at a certain time of day (say 17:00) as opposed to xx:xx (time of response to ticket) + yy:yy (pending duration). So if the pending duration falls at 12:34 it is adjusted to next 17:00. I think this is probably a generic agent function but haven't been able to figure out how I'd go about it. Thanks

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otrs LDAP AD
by COLAS Vincent 05 Oct '09

05 Oct '09

Hi, I have some trouble with my LDAP config for auth otrs Customers with windows AD. My Config.pm #---------------------------------------- #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'X.X.X.X'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=serveur,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=Administrateur,Ou=Administrateurs,dc=serveur,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'PASSWORD'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'X.X.X.X', BaseDN => 'DC=serveur,DC=local', SSCOPE => 'sub', UserDN =>'cn=Administrateur,Ou=Administrateurs,dc=serveur,dc=local', UserPw => 'PASSWORD', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #---------------------------------------- I have no error and in my otrs admin page, i see all Customer users when i search *. But i can't connect Client in customer page : User unknown or wrong password :( Anybody can help me? Best Regards, PS : Sorry for my English ! Vincent

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Pending auto close and working days
by Mohamed-Amine Kadimi 05 Oct '09

05 Oct '09

Hi all I use the "pending auto close" state with a three days interval for tickets to be actually closed. I also have saturday and sunday unchecked in sysconfig calendar settings. However, saturday and sunday are being counted in the three days delay, and some tickets are being closed in the week-end. How can I tell OTRS not to count these two days within the pending interval? I'm using OTRS 2.4.4 _________________________________________________________________ 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…

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/dev/random
by Marco Vannini 05 Oct '09

05 Oct '09

Hi all, We are experiencing some problem on our otrs box that, unfortunally, is installed on a vm. The problem is that some time it is slow or it is unable to give users the richtext box for the desired descriptions (html editor). After some test we saw that we got a better performance changing /dev/random with /dev/urandom. Is this a thing that has a meaning ? does otrs use /dev/random ? Thank you. MV

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OTRS Ticket Creation Error [Message: Need TicketID!]
by Michael Mayaka 05 Oct '09

05 Oct '09

Hi, I've been using otrs since last year. I already upgraded to 2.4.4. Now I'm getting this error during ticket creation: ================================================================================================ [Error][Kernel::System::Ticket::TicketCreate][Line:447]: ORA-00001: unique constraint (IT_ADMIN.PK_TICKET) violated (DBD ERROR: OCIStmtExecute), SQL: 'INSERT INTO ticket (tn, title, create_time_unix, type_id, queue_id, ticket_lock_id, user_id, responsible_user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, escalation_time, escalation_update_time, escalation_response_time, escalation_solution_time, timeout, service_id, sla_id, until_time, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, 0, 0, 0, 0, 0, 0, ?, ?, 0, ?, current_timestamp, ?, current_timestamp, ?)' Sep 30 08:46:42 imis-appsvr1 OTRS-CGI-11[1014]: [Error][Kernel::System::Ticket::TicketFreeTimeSet][Line:2900]: Need TicketID! Sep 30 08:46:42 imis-appsvr1 OTRS-CGI-11[1014]: [Error][Kernel::System::Ticket::Article::ArticleCreate][Line:109]: Need TicketID! ================================================================================================= My environment is as follows: ======================== -Operating System: CentOS 5 -DBMS: Oracle 10g -Perl: 5.8.8 I have two instances of otrs running under the same environment; the other one does not have any errors...PLEASE HELP! Michael

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Re: [otrs] disable certain functions
by Zola 05 Oct '09

05 Oct '09

Hi! Use ACL, you can disable note, and other functions. Some examples: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68 Üdv.: Zola

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ldap support - trying again
by Jefferson Davis 05 Oct '09

05 Oct '09

I had given up on getting LDAP support working over a year ago - but I'm going to give it another try as OTRS has evolved... What I want is for users to be able to login using their LDAP credentials to the customer front end. SSO would be even better, but that can wait. Admin login via ldap would be nice but not a deal-breaker. We use openldap on Centos 5.6 - apache, etc. System is installed and functional, brand new, lastest version. If anyone has crossed this bridge before I would love to hear from you before I start messing with Config.pm again. Thanks -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Quoted text dissappears in replies
by Frito Lay 05 Oct '09

05 Oct '09

Hello list, In our OTRS 2.4.2 installation when replying an article we can see the quoted text of the original article, but then when sending the reply the quoted text is not included in the message. I'm using firefox 3.5.1. Is anybody else facing this issue?

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Configuring aspell in OTRS 2.4.3 Windows version
by Pradeep Kumar 03 Oct '09

03 Oct '09

Hi, I Upgraded OTRS from 2.2.7 to 2.4.3 and all are working fine. Now I want to setup spellcheck for OTRS. I downloaded aspell and installed in C:\aspell and in OTRS sysconfig, I entered the spell check bin: as C:\aspell\bin, but it is not working.. I tried to enter C:/aspell/bin and some other types, but no luck. Any body can explain how to configure the same in windows environment. tks Pradeep

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Testing please ignore
by Jefferson Davis 02 Oct '09

02 Oct '09

Just testing - been a few minutes and my own message hasn't shown up. -- 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.

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Radius Error Authentication
by Alessandro d'Ambrosio 02 Oct '09

02 Oct '09

Hi, I've tried to perfom a Radius Authenication for my OTRS Customer Users. I've changed my Frontend::Customer::Auth throughout Sysconfig Option in the admin web interface like described in the Admin Manual (ver. Otrs 2.3.4) But it didn't work. Then I've tried to edit my config.pm and I inserted these line: # This is a example configuration to auth. customer against a radius server $Self->{'Customer::AuthModule'} = 'Kernel::System::Auth::Radius'; $Self->{'Customer::AuthModule::Radius::Host'} = 'radiushost'; $Self->{'Customer::AuthModule::Radius::Password'} = 'radiussecret'; ..changing the appropriate parameters with my data. But it didn't work. The log is: [Fri Oct 2 11:51:18 2009][Error][Kernel::System::CustomerAuth::new][81] Can't load backend module Kernel::System::CustomerAuth::Radius! [Fri Oct 2 11:51:18 2009] Radius.pm: Can't locate Authen/Radius.pm in @INC (@INC contains: C:/Program Files/OTRS/Apache/bin/../../Kernel/cpan-lib C:/Program Files/OTRS/Apache/bin/../.. ../../ C:/PROGRA~1/OTRS/OTRS/Kernel/cpan-lib C:/PROGRA~1/OTRS/OTRS/ C:/Program Files/OTRS/StrawberryPerl/perl/lib C:/Program Files/OTRS/StrawberryPerl/perl/site/lib . C:/Program Files/OTRS/Apache C:/Program Files/OTRS/Apache/bin/../.. C:/Program Files/OTRS/Apache/bin/../../Kernel/cpan-lib) at C:/PROGRA~1/OTRS/OTRS//Kernel/System/CustomerAuth/Radius.pm line 18. [Fri Oct 2 11:51:18 2009] Radius.pm: BEGIN failed--compilation aborted at C:/PROGRA~1/OTRS/OTRS//Kernel/System/CustomerAuth/Radius.pm line 18. Someone told me that maybe I haven't installed "Authen::Radius" on my system. I've a Windows sytem. How can I check if I've this installed? If I haven't it, how can I perform this installation? I have found on the web that the installation is via CPAN but I don't know how to use it. Thanks a lot, Alessandro

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disable certain functions
by Kovacs Krisztian 02 Oct '09

02 Oct '09

Hi all! I have requested to disable the following functions within OTRS: - priority function (entirely) - note function (is it makes sense?) - customer module (entirely: both the web-login and in agent views) - telephone module How can I do it? And I need a new "ticket state" whitin the system called "Invalid" (like in the "New ticket state" when I replied to a ticket ...). Thanks Krisztian

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cron pop3
by Matt Veilleux 01 Oct '09

01 Oct '09

Hi, I am a both a linux and OTRS newbie so bear with me please. I have installed OTRS on Ubuntu and have begun configuring things. I have entered pop3 accounts for each queue for users to submit tickets too, only problem is I cannot figure out how to get OTRS to check the pop3 accounts automatically. From the postmaster mail account portion of the admin area I can click run now on each and the emails appear in the proper queue so I know they are configured correctly. I have read I need to set up a cron job to do this automatically but am lost. Any help or guidance on what to edit in the cron file would be greatly appreciated, thanks. Matt

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Can't find user on "Customer User <-> Groups"
by Brian Klapchar 01 Oct '09

01 Oct '09

Hello, 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? Does anybody know why these users are missing and how to correct it? Thanks in advance. -Brian Klapchar

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Product News/OTRS News
by Marretta, Rosanna 01 Oct '09

01 Oct '09

Hi, I am unable to find anything on how to get the Product News and OTRS news working, I'm receiving the below error: Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (connect: Network is unreachable)) I am using OTRS 2.4.4 on linux Suse. Can anybody please tell me what I have to do to get this working? Thanks Rosanna

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pending auto - proposed date +5
by Marco Vannini 01 Oct '09

01 Oct '09

Hi all, Do you know how can I have +5 day on the proposed date for auto close/pending ticket instead of +1 ? TIA MV

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Automatically Add all Customer Users to a group
by Isaac Weissenberger 01 Oct '09

01 Oct '09

Hello, I have my backend setup to use LDAP. I want all of my customers to be added to certain groups so they have RW access to the proper queues (aka they can see the proper queues in their "New Ticket" screen). Is there a way to do this? Currently its setup that all customers get put into a group called "ACE Employees". I want them to have RW access to both the "IT_Group" and "IS_Group". I imagine there is a config file I can modify to do this right? Thanks so much! Isaac Weissenberger Network Operations Specialist Ace Communications Group 507.896.6236 phone 507.429.9367 cellular iweissenberger(a)acecomgroup.com<mailto:iweissenberger@acecomgroup.com> www.acegroup.cc<http://www.acegroup.cc>

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RADIUS & LDAP/DB
by Alessandro d'Ambrosio 01 Oct '09

01 Oct '09

Hi, I would like to use RADIUS in order to authenthicate my customer users in my OTRS. Have I to create them in otrs before they try to access by customer users web interface? Is there a method to populate my cutomer users db dinamically when a customer users log on? This because I don't want to create a copy/direct link to my LDAP Thank you very much, Alessandro

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Re: [otrs] OTRS - not like RT
by Sridhar Kusumba 01 Oct '09

01 Oct '09

Dear Edvard, Thank you for the reply. Yes, the situation is more same except that I don't need to use mailman here. Whenever customer sends mail, I would like the same to be informed to Admin of that queue. This is done though! Then, when admin assigns the ticket to agent, agent gets to know. This is also done. Agent, simply replies to the mail and that reply need to get relayed to the customer. Also, whenever customer sends a reply, the same should be forwarded to Agent. As mentioned by ALEXANDER, one would loose options such as "lock", "FAQ", "Template reply" etc with this option, the number of times one would want to either lock or unlock a ticket is negligible than the number of times the communication happens. So, it is required that the communication happens from mail client and not from web interface. I have OTRS and RT as parallel systems now for evaluation. I need to decide on one of this by next three days. So, Edvard, lets wait and see if anyone else also replies and comes for rescue here. Greetings, Kusumba S Hi. I had exactly the same request from my support guys. In our workflow we where using mailinglist (mailman on linux) as incoming "queue". After implementing OTRS we had a need that every mail that comes to "support" mailing list gets also in OTRS. That was easy, but request was that if someone send a reply on such mail from mailinglist, that that mail also comes to OTRS as a threaded message to first one. So to solve this request we first put all mails in OTRS where they become incidents and got it's ticket number. Then we add those ticket numbers in subject (or anywhere in body but this was convenient) and resend it to mailing list. When someone from mailing list got this mail he just reply on it and since one of recipients is again mailinglist and OTRS that reply ends up in OTRS as threaded ticket. This operation is complicated and I had to do massive mail fields rewriting in at least two places ( OTRS side and mailman side ) together with changing PostMaster.pl script in OTRS. I had a lot of problems until it started to work as it should. This is not exactly that you are looking for but I hope that it will help .. Edvard Pohl On Sun, 2009-09-27 at 09:49 -0700, Sridhar Kusumba wrote: > Dear Alexander, >> >> You are correct, I would like the agents to use the email client to >> correspond with the customer once the ticket is opened / locked. >> Initially when the notification is received by the agent, he will goto >> web interface and "lock" the ticket. Subsequently, he would need to >> reply from his mail client since series of communication would happen >> with the customer and many times the agent will not be accessible to >> web interface. He would simply receive the mail on his mobile and >> reply. However, all such replies must be routed to OTRS first and >> inturn the OTRS should relay it to the customer as if it was sent thru >> support(a)xyz.com and not from the agent's id. >> >> I am not worried about not being able to use the templates or answers >> from FAQ in this scenario. >> >> In RT, once the ticket is assigned to an agent, agent will get a >> notification. Subsequently, his reply to that notification would route >> the mail to RT which inturn will relay the same to the customer. If >> customer again responds to the same, the same will goto RT and gets >> relayed to the agent's id. This way, agent though is communicating >> from his email id, his id is never exposed to the customer and >> customer would always see support(a)xyz.com. >> >> Please reply, >> >> Greetings, >> >> Kusumba S >> >> Alexander Halle wrote: > >> > Sridhar Kusumba wrote: >> >>> > > Fundamentally, I would like the 'agent' to be independent of >>>> > > accessing OTRS through web interface for replying to tickets. >>> >>> > [...] >> >>> > > Now, I would like the 'agent' to just reply the mail he has >>>> > > received and the same should arrive at support(a)xyz.com. Inturn, >>>> > > OTRS should relay the same to the customer. Further when customer >>>> > > sends the reply, OTRS should receive the same and send it to >>>> > > 'agent'. >>> >>> > >>> > Hi, >>> > >>> > if I understand you right the agents shall use their own email >>> > client for answering tickets instead of using the OTRS web >>> > interface ? >>> > >>> > Since I have no experience with RT and have never heard of someone >>> > using OTRS in this way could you explain me the advantage ? :( >>> > >>> > You would loose the ability to use answer templates or to include >>> > FAQ entries. Further the agents would have to use the web interface >>> > in parallel for ticket actions (lock / unlock, wait, change queue), >>> > wouldn't they ? >>> > >>> > Please describe your workflow a bit more for an appropriate answer. >>> > But AFAIK you can't tell OTRS to accept certain mails as internal >>> > agents answers. I think you would have to extend the postmaster >>> > filter for such a feature. >>> > >>> > Regards >>> > >>> > Alexander >>> > >>> > -- >>> > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, >>> > Bergstr. 7 - 9, 42105 Wuppertal, >>> > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 >>> > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. >>> > med. Renate Tewaag >>> > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE >>> > 814559152 >>> > Web: http://www.radprax.de >>> > >>> > >>> > --------------------------------------------------------------------- >>> > 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/ >>> > . >>> > >> >> >> >> >> >> ______________________________________________________________________ >> Connect more, do more and share more with Yahoo! India Mail. Learn >> more. >> --------------------------------------------------------------------- >> 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/ > -- Edvard Pohl ISM Pop Online Tel: +386 1 5893 371 E-mail: edvard.pohl(a)pop-tv.si _______________________________ PRO PLUS d.o.o. Kranjceva 26, SI - 1521 Ljubljana http://24ur.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/ Yahoo! India has a new look. Take a sneak peek http://in.yahoo.com/trynew

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putting a watch on a ticket as a customer?
by Sarah Baker 01 Oct '09

01 Oct '09

Is there a way for a customer in the system to put a watch on a ticket that they didn't send in? We're using OTRS for larger scale tracking of problems that one person might enter but that many people want to follow. Without being an agent - how can they do that? - Sarah Baker Dir. of Ops, mSpot Inc. 650-321-7000

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Re: [otrs] Tickets by "agent" on another Queue
by Sridhar Kusumba 30 Sep '09

30 Sep '09

Dear Marshall, I have scanned the whole documentation and did not find anything similar to what you say. Could you please point me to the exact location / link ? Greetings, Kusumba S There is an switch which allows a customer/agent connection. There may be something similar for your purposes... or the same may work. It's been a while since it was raised on the list... you have to look back a way to research details from the list. On Tue, Sep 29, 2009 at 7:05 PM, Sridhar Kusumba <kusumbas(a)yahoo.com> >> wrote: >> >>Dear All, >> >>By now, I have implemented OTRS by over 80% in >> replacement of existing RT system. This is my third question to the >> list: >> >>Is there a way where Agent "A" can raise a ticket on "Q1" ("A" >> could be a member or not of Group "Q1" managing Queue "Q1)) from within the >> OTRS agent interface and monitor the same from OTRS agent interface >> itself. >> >>It so happens many times that a user within the company may >> need to raise ticket on other department, say "computer helpdesk", and >> monitor the same... ofcourse, in the current system, one needs to monitor >> his ticket from "customer" interface. Instead if the agent (employee) is >> able to view / monitor the same from his own (being agent) interface, I >> think that will be wonderful and OTRS will stand one more step ahead of any >> other Ticket tracking system. >> >>Please help me in achieving this if >> there is a way already. >> >>Greetings, >> >>Kusumba >> S ________________________________ --------------------------------------------------------------------- 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/ From cricket scores to your friends. Try the Yahoo! India Homepage! http://in.yahoo.com/trynew

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Re: [otrs] Tickets by "agent" on another Queue
by Sridhar Kusumba 30 Sep '09

30 Sep '09

Friends, Can anyone recommend any other option? Greetings, Kusumba S Hi, You have to give at least create permission to user A on group Q1 and then you could enable watch feature. Subscribing to a ticket (the newly created one) you can monitor its status there. HTH MV On Tue, Sep 29, 2009 at 7:05 PM, Sridhar Kusumba <kusumbas(a)yahoo.com> wrote: > >Dear All, > >By now, I have implemented OTRS by over 80% in replacement of existing RT system. This is my third question to the list: > >Is there a way where Agent "A" can raise a ticket on "Q1" ("A" >could be a member or not of Group "Q1" managing Queue "Q1)) from within >the OTRS agent interface and monitor the same from OTRS agent interface >itself. > >It so happens many times that a user within the company may need to >raise ticket on other department, say "computer helpdesk", and monitor >the same... ofcourse, in the current system, one needs to monitor his >ticket from "customer" interface. Instead if the agent (employee) is >able to view / monitor the same from his own (being agent) interface, I >think that will be wonderful and OTRS will stand one more step ahead of >any other Ticket tracking system. > >Please help me in achieving this if there is a way already. > >Greetings, > >Kusumba S > > >________________________________ Keep up with people you care about with Yahoo! India Mail. Learn how. >> >--------------------------------------------------------------------- >>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/ Yahoo! India has a new look. Take a sneak peek http://in.yahoo.com/trynew

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OTRS & Email Settings
by Steve Anness 29 Sep '09

29 Sep '09

Good morning, first off let me thank you guys in advance, OTRS is a great system and so far it has done wonders for this three man IT Department supporting over 100 users world wide for a non-profit organization. As our organization grows and our needs become more complex the need for automation continues to rise. So there are three things I would like guidance on doing. Any good step-by-step documentation to assist with these three things (assuming they are possible) would be great. 1) Checking for emails automatically, I can go under the mail setting and click "run" and it downloads my support emails. I need to automate this process but can't seem to figure it out. 2) Sending out an auto-response. I can't seem to get it to work to where when I create a ticket it sends an auto-response email letting the person who submitted the ticket know that a ticket was created. 3) The Escalation process -- if a ticket is created via email, can I have it initially send notification to three people and then if there isn't a response have it send an escalation email to supervisors? Thank you again for your advice and guidance. Best Wishes, Steve Anness

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Tickets by "agent" on another Queue
by Sridhar Kusumba 29 Sep '09

29 Sep '09

Dear All, By now, I have implemented OTRS by over 80% in replacement of existing RT system. This is my third question to the list: Is there a way where Agent "A" can raise a ticket on "Q1" ("A" could be a member or not of Group "Q1" managing Queue "Q1)) from within the OTRS agent interface and monitor the same from OTRS agent interface itself. It so happens many times that a user within the company may need to raise ticket on other department, say "computer helpdesk", and monitor the same... ofcourse, in the current system, one needs to monitor his ticket from "customer" interface. Instead if the agent (employee) is able to view / monitor the same from his own (being agent) interface, I think that will be wonderful and OTRS will stand one more step ahead of any other Ticket tracking system. Please help me in achieving this if there is a way already. Greetings, Kusumba S Try the new Yahoo! India Homepage. Click here. http://in.yahoo.com/trynew

2 1

Quick php script to create status page for management
by Swen Wulf 29 Sep '09

29 Sep '09

Hello, I have to provide a status email that lists all open and closed tickets for the last shift as well as an overview what is in the queues. I wrote a php script that gets this information out of the database a while ago and shared it here on this list already. I just realized that a table name was renamed in later version, so the script wasn't working. I corrected this now and you can download it from this website: http://www.theworldsend.net if you need something similar. Thanks. - Swen

1 0

Add all Customer Users to groups
by Isaac Weissenberger 29 Sep '09

29 Sep '09

Hello, I have my backend setup to use LDAP. I want all of my customers to be added to certain groups so they have RW access to the proper queues (aka they can see the proper queues in their "New Ticket" screen). Is there a way to do this? Currently its setup that all customers get put into a group called "ACE Employees". I want them to have RW access to both the "IT_Group" and "IS_Group". I imagine there is a config file I can modify to do this right? Thanks so much! Isaac Weissenberger Network Operations Specialist Ace Communications Group 507.896.6236 phone 507.429.9367 cellular iweissenberger(a)acecomgroup.com<mailto:iweissenberger@acecomgroup.com> www.acegroup.cc<http://www.acegroup.cc>

1 0

questions about DashboardBackend
by Gustavo Azambuja 29 Sep '09

29 Sep '09

Hi, where I can find all valid "Attributes"? In OTRS, I can find this: StateType, TicketPendingTimeOlderMinutes but where I can find all valid keys and values? (StateName?? TicketNumber??...) -- Gustavo Azambuja - Linux User: 275813 http://www.twitter.com/gazambuja

2 2

Deleting tickets
by Jens Müller 29 Sep '09

29 Sep '09

Hello, I wonder how tickets can be completely deleted form the system. I found no such link in the ticket details. Thanks

4 4

Bad address at /opt/otrs/Kernel/System/Log.pm 229
by Enrique Madrid 29 Sep '09

29 Sep '09

Hi, I got the error message "Bad address at /opt/otrs/Kernel/System/Log.pm 229" in the browser. Can anybody help me?, please Thaks, -- Enrique J. Madrid M. Telf. +51(1)9-9277-9074 / +51(1)461-7309 emadridm(a)gmail.com

2 1

Tickets from Cron Daemon
by Sridhar Kusumba 29 Sep '09

29 Sep '09

Hi all, I have been continuously seeing tickets being generated in "Raw" queue from Cron Daemon. Whenever the cron runs the job, I see that a new ticket is generated into "Raw" queue. Could anyone let me know as how to disable the same... I have pasted below the sample mail: From: root(a)localhost.localdomain (Cron Daemon) To: otrs(a)localhost.localdomain Subject: Cron <otrs@kmRT> /opt/otrs/bin/PostMasterMailbox.pl Created: 09/28/2009 04:44:06 POP3S: No messages (support(a)XXXXXXX.com/pop.gmail.com) POP3S: Connection to pop.gmail.com closed. Greetings, Kusumba S Connect more, do more and share more with Yahoo! India Mail. Learn more. http://in.overview.mail.yahoo.com/

1 0

otrs, apache2 and mod_perl2
by Bernd Plagge 29 Sep '09

29 Sep '09

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello everybody, I tried to install OTRS under Apache2 and mod_perl2 using the web server configuration provided in README.webserver. Customer is using Solaris and PostgreSql. However, I couldn't start Apache2. The perl startup.pl script contains (as shown above README.webserver file) the line: Apache::DBI Error message: can't load Apache.pm which belongs to Apache - not Apache2. So, if there is somebody out there using otrs with Apache2 and mod_perl2 I'd love to hear how I need to configure the system. Regards, Bernd - -- Bernd Plagge - プラゲベェアント First Choice Internet Ltd., Tokyo - ファースト・チョイス・インターネット(有) mail: bplagge(a)choicenet.ne.jp - url: http://www.choicenet.ne.jp -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAkq8hWEACgkQpYU8M8PbPV5qcwCgy9humBgIawQT4TJsf62HLQ6F NE0AnRU3UC1bdlW0Rpwp6kSTr6YagKee =SUDj -----END PGP SIGNATURE-----

4 5

Define default queue
by Fernando Della Torre 29 Sep '09

29 Sep '09

Hello everybody! We've been using OTRS as our service desk tool for about 6 months and we're very happy with it. Today, when a customer logs on to OTRS and creates a new ticket he is able to choose the destination queue and set type and priority for this new ticket. What we would like to do was to hide the queue list from customers and make OTRS send all the tickets to a default queue, with default type and priority, so we would have an agent working on this queue classifying the tickets and moving them to the apropriated queue and with the correct priority. How could we do this? Anyone has made it already? Any help will be very appreciated! Regards, Fernando Della Torre

4 3

Link usage on ITSM
by osallou 28 Sep '09

28 Sep '09

Hi, The link "direction" between 2 items is not clear to me. When linking an item (ticket, or computer), in the GUI, how should the link type be read? We have in the GUI, for an item (MyItem): configitem# Name Deployment State Created Linked as xxxx MyServer Production xxxx Depends on Should we read: MyServer Depends on MyItem or MyItem Depends on MyServer Thanks Olivier

2 1

Re: [otrs] OTRS - not like RT
by Edvard Pohl 28 Sep '09

28 Sep '09

Hi. I had exactly the same request from my support guys. In our workflow we where using mailinglist (mailman on linux) as incoming "queue". After implementing OTRS we had a need that every mail that comes to "support" mailing list gets also in OTRS. That was easy, but request was that if someone send a reply on such mail from mailinglist, that that mail also comes to OTRS as a threaded message to first one. So to solve this request we first put all mails in OTRS where they become incidents and got it's ticket number. Then we add those ticket numbers in subject (or anywhere in body but this was convenient) and resend it to mailing list. When someone from mailing list got this mail he just reply on it and since one of recipients is again mailinglist and OTRS that reply ends up in OTRS as threaded ticket. This operation is complicated and I had to do massive mail fields rewriting in at least two places ( OTRS side and mailman side ) together with changing PostMaster.pl script in OTRS. I had a lot of problems until it started to work as it should. This is not exactly that you are looking for but I hope that it will help .. Edvard Pohl On Sun, 2009-09-27 at 09:49 -0700, Sridhar Kusumba wrote: > Dear Alexander, > > You are correct, I would like the agents to use the email client to > correspond with the customer once the ticket is opened / locked. > Initially when the notification is received by the agent, he will goto > web interface and "lock" the ticket. Subsequently, he would need to > reply from his mail client since series of communication would happen > with the customer and many times the agent will not be accessible to > web interface. He would simply receive the mail on his mobile and > reply. However, all such replies must be routed to OTRS first and > inturn the OTRS should relay it to the customer as if it was sent thru > support(a)xyz.com and not from the agent's id. > > I am not worried about not being able to use the templates or answers > from FAQ in this scenario. > > In RT, once the ticket is assigned to an agent, agent will get a > notification. Subsequently, his reply to that notification would route > the mail to RT which inturn will relay the same to the customer. If > customer again responds to the same, the same will goto RT and gets > relayed to the agent's id. This way, agent though is communicating > from his email id, his id is never exposed to the customer and > customer would always see support(a)xyz.com. > > Please reply, > > Greetings, > > Kusumba S > > Alexander Halle wrote: > > Sridhar Kusumba wrote: > > > Fundamentally, I would like the 'agent' to be independent of > > > accessing OTRS through web interface for replying to tickets. > > [...] > > > Now, I would like the 'agent' to just reply the mail he has > > > received and the same should arrive at support(a)xyz.com. Inturn, > > > OTRS should relay the same to the customer. Further when customer > > > sends the reply, OTRS should receive the same and send it to > > > 'agent'. > > > > Hi, > > > > if I understand you right the agents shall use their own email > > client for answering tickets instead of using the OTRS web > > interface ? > > > > Since I have no experience with RT and have never heard of someone > > using OTRS in this way could you explain me the advantage ? :( > > > > You would loose the ability to use answer templates or to include > > FAQ entries. Further the agents would have to use the web interface > > in parallel for ticket actions (lock / unlock, wait, change queue), > > wouldn't they ? > > > > Please describe your workflow a bit more for an appropriate answer. > > But AFAIK you can't tell OTRS to accept certain mails as internal > > agents answers. I think you would have to extend the postmaster > > filter for such a feature. > > > > Regards > > > > Alexander > > > > -- > > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > > Bergstr. 7 - 9, 42105 Wuppertal, > > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. > > med. Renate Tewaag > > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE > > 814559152 > > Web: http://www.radprax.de > > > > > > --------------------------------------------------------------------- > > 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/ > > . > > > > > > > ______________________________________________________________________ > Connect more, do more and share more with Yahoo! India Mail. Learn > more. > --------------------------------------------------------------------- > 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/ -- Edvard Pohl ISM Pop Online Tel: +386 1 5893 371 E-mail: edvard.pohl(a)pop-tv.si _______________________________ PRO PLUS d.o.o. Kranjceva 26, SI - 1521 Ljubljana http://24ur.com

1 0

Installation: Software error (FreeBSD, MySQL, OTRS 2.4)
by Frank Goenninger - Consequor Consulting AG 27 Sep '09

27 Sep '09

Hello OTRSers, I am a bloody newbie re OTRS. In a brave attempt to install OTRS 2.4 on FreeBSD 7.2 with MySQL 5.1.38 using Perl 5.10.1 I get the following error: Software error: Can't locate object method "new" via package "Kernel::Config" at /serv/ opt/otrs/bin/cgi-bin/installer.pl line 53, <DATA> line 275. This occurs after having enter the database info on screen #2 in the Installer ( http://web.consequor.eu/otrs/installer.pl ). I ran out of ideas as all checks I could find via WWW and mailing lists just say "Syntax OK" and that's about it. I double checked the perl env and all modules are installed ok. Any ideas, hints, advice really appreciated! TIA! Cheers Frank

2 2

Re: [otrs] OTRS - not like RT
by Sridhar Kusumba 27 Sep '09

27 Sep '09

Dear Alexander, You are correct, I would like the agents to use the email client to correspond with the customer once the ticket is opened / locked. Initially when the notification is received by the agent, he will goto web interface and "lock" the ticket. Subsequently, he would need to reply from his mail client since series of communication would happen with the customer and many times the agent will not be accessible to web interface. He would simply receive the mail on his mobile and reply. However, all such replies must be routed to OTRS first and inturn the OTRS should relay it to the customer as if it was sent thru support(a)xyz.com and not from the agent's id. I am not worried about not being able to use the templates or answers from FAQ in this scenario. In RT, once the ticket is assigned to an agent, agent will get a notification. Subsequently, his reply to that notification would route the mail to RT which inturn will relay the same to the customer. If customer again responds to the same, the same will goto RT and gets relayed to the agent's id. This way, agent though is communicating from his email id, his id is never exposed to the customer and customer would always see support(a)xyz.com. Please reply, Greetings, Kusumba S Alexander Halle wrote: Sridhar Kusumba >wrote: > > >Fundamentally, >>I would like the 'agent' to be independent of accessing OTRS through >>web interface for replying to tickets. >> >> >[...] > > >Now, I would >>like the 'agent' to just reply the mail he has received and the same >>should arrive at support(a)xyz.com. Inturn, OTRS should relay the same to >>the customer. Further when customer sends the reply, OTRS should >>receive the same and send it to 'agent'. >>Hi, > > >>if I understand you right the agents shall use their own email client >for answering tickets instead of using the OTRS web interface ? > > >>Since I have no experience with RT and have never heard of someone >using OTRS in this way could you explain me the advantage ? :( > > >>You would loose the ability to use answer templates or to include FAQ >entries. Further the agents would have to use the web interface in >parallel for ticket actions (lock / unlock, wait, change queue), >wouldn't they ? > > >>Please describe your workflow a bit more for an appropriate answer. But >AFAIK you can't tell OTRS to accept certain mails as internal agents >answers. I think you would have to extend the postmaster filter for >such a feature. > > >>Regards > > >>Alexander > > >>-- > >>radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > >>Bergstr. 7 - 9, 42105 Wuppertal, > >>Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > >>Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. >Renate Tewaag > >>Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE >814559152 > >>Web: http://www.radprax.de > > >>--------------------------------------------------------------------- > >>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/ >>. > > > Try the new Yahoo! India Homepage. Click here. http://in.yahoo.com/trynew

1 0

OTRS - not like RT
by Sridhar Kusumba 27 Sep '09

27 Sep '09

Dear All, Its now thirteen days I have been playing around with OTRS and setting it up in place of existing RT. However, I still feel that there are few limitations in OTRS compared to RT. I am not sure if I should call them limitations or that I am not able to achieve the required functionality. Here is what I wish to achieve and any help is highly appreciated. Fundamentally, I would like the 'agent' to be independent of accessing OTRS through web interface for replying to tickets. (Ofcourse, the ticket is configured to 'lock' on follow-up). Customer abc(a)klm.com sends mail to support(a)xyz.com. OTRS will then send "New Ticket # 12345" to customer and also sends a notification to the agent configured to "support" queue. (Till here everything works for me except that the 'customer' receives email from support(a)xyz.com and the 'agent' is receiving from otrs(a)xyz.com) Now, I would like the 'agent' to just reply the mail he has received and the same should arrive at support(a)xyz.com. Inturn, OTRS should relay the same to the customer. Further when customer sends the reply, OTRS should receive the same and send it to 'agent'. I have tried playing around with "notification" etc. All the messages to the agent are going from otrs(a)xyz.com and not from support(a)xyz.com. I am planning to have multiple queues. I did not see anywhere as how the system will be able to receive mail from otrs(a)xyz.com since the same is not configured to 'receive' anywhere. Will appreciate help in achieving the same. Greetings, Kusumba S From cricket scores to your friends. Try the Yahoo! India Homepage! http://in.yahoo.com/trynew

2 1

Background color in agent web interface
by Régis OBERLE 27 Sep '09

27 Sep '09

Hello OTRS fans, I've just upgraded from ITSM 1.0.2 to ITSM 1.1.1 The background color (above header and below footer) of the agent web interface has changed from white to dark blue. How can I revert back to white ? Which file in Kernel/Output/HTML has to be changed ? I had a look but it's hard to find for a newbie. Thanks and regards, Régis

6 7

OTRS - not like RT
by Sridhar Kusumba 27 Sep '09

27 Sep '09

Dear All, Its now thirteen days I have been playing around with OTRS and setting it up in place of existing RT. However, I still feel that there are few limitations in OTRS compared to RT. I am not sure if I should call them limitations or that I am not able to achieve the required functionality. Here is what I wish to achieve and any help is highly appreciated. Fundamentally, I would like the 'agent' to be independent of accessing OTRS through web interface for replying to tickets. (Ofcourse, the ticket is configured to 'lock' on follow-up). Customer abc(a)klm.com sends mail to support(a)xyz.com. OTRS will then send "New Ticket # 12345" to customer and also sends a notification to the agent configured to "support" queue. (Till here everything works for me except that the 'customer' receives email from support(a)xyz.com and the 'agent' is receiving from otrs(a)xyz.com) Now, I would like the 'agent' to just reply the mail he has received and the same should arrive at support(a)xyz.com. Inturn, OTRS should relay the same to the customer. Further when customer sends the reply, OTRS should receive the same and send it to 'agent'. I have tried playing around with "notification" etc. All the messages to the agent are going from otrs(a)xyz.com and not from support(a)xyz.com. I am planning to have multiple queues. I did not see anywhere as how the system will be able to receive mail from otrs(a)xyz.com since the same is not configured to 'receive' anywhere. Will appreciate help in achieving the same. Greetings, Kusumba S Try the new Yahoo! India Homepage. Click here. http://in.yahoo.com/trynew

1 0

Access denied for user 'otrs'@'localhost'
by Prince Chavez 26 Sep '09

26 Sep '09

2 2

Can't locate object method "new" via package "Kernel::Config"
by Frank Goenninger - Consequor Consulting AG 25 Sep '09

25 Sep '09

Hello OTRSers, I am a bloody newbie re OTRS. In a brave attempt to install OTRS 2.4 on FreeBSD 7.2 with MySQL 5.1.38 using Perl 5.10.1 I get the following error: Software error: Can't locate object method "new" via package "Kernel::Config" at /serv/ opt/otrs/bin/cgi-bin/installer.pl line 53, <DATA> line 275. This occurs after having enter the database info on screen #2 in the Installer ( http://web.consequor.eu/otrs/installer.pl ). I ran out of ideas as all checks I could find via WWW and mailing lists just say "Syntax OK" and that's about it. I double checked the perl env and all modules are installed ok. Any ideas, hints, advice really appreciated! TIA! Cheers Frank

1 0

Is OTRS good for me?
by Leandro Dardini 25 Sep '09

25 Sep '09

Hello, We are the IT sector of a Municipality, with over than 90 people working in solving problems from server to PC, from network to phone and so on. We serve around 2.000 people. We have few groups of technicians, each specialized in some sort of problems. Now each tech group has his own ticketing system, some self made, some use OS products, some use commercial one. Problems arise when a ticket has to be moved from one ticketing system to another. Solution can be the use of the same ticketing system for all tech guy. We check each single OS and commercial product already used and they don't satisfy our needs. So, maybe, OTRS can be the answer. The big problem is we have to mantain the tech sector division: networking, programming, telephony, servers, etc. Each sector needs an easy interface to check tickets open by users and to check tickets loaded to other sectors. Each IT guy can be member of more than one sector and have to see only the tickets opened by the sectors he belong and loaded by the sectors he belongs. Other ticketing systems have the limitation to permit only a bitwise security. If you are a tech guy, you can see all tickets, if you are a user, you see only the tickets of your group. Is OTRS different? Leandro ---------------------- Dott. Leandro Dardini Sistema Informativo Comune di Prato Via Cairoli, 16 59100 Prato Tel: +39 05741835216 Fax: +39 05741835212 Mobile: +39 3474501445

3 2

Re: [otrs] Where is notification template for
by Bastien Leblanc 25 Sep '09

25 Sep '09

Hi, You can find the the notification template for this one in Admin SysConfig searching for Frontend::Customer And then look for CustomerPanelBodyNewAccount: Bastien, 2009/9/24, Anderson, Ken <Ken.Anderson(a)oasolutions.ca>: > Using the customer-facing website (via Customer.pl), I created a new customer user. The new customer user was sent the following email. (I’ve replaced actual data with stuff in [] tags.) I’d like to change the text of this email, but I can’t figure out where to do so in the admin app. Does anyone know? Thanks, –Ken Subject: New OTRS Account! Hi [firstname], you or someone impersonating you has created a new OTRS account for you (Christine Twist). Login: [firstname.lastname>@oasolutions.ca] Password: <password> http://[myserver.company.ca]/otrs/customer.pl Your OTRS Notification Master Ken Anderson Senior Systems Consultant OA Solutions Victoria*Vancouver*Edmonton tel. (250) 385-4333 x219 fax. (250) 483-3380 ken.anderson(a)oasolutions.ca www.oasolutions.ca > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

1 0

Customer/ LDAP auto create?
by Bastien Leblanc 25 Sep '09

25 Sep '09

Hi, We use LDAP backend for agents, and we would like to extend it to customer users. I know thats agents that are not in OTRS DB are created at their first login. But how can that be achieved for customers? I am able to authentificated customers against LDAP but only if customer is already created. Part that I added to my Config.pm: $Self->{CustomerUser} = { Name => \'LDAP Backend\', Module => \'Kernel::System::CustomerUser::LDAP\', Params => { # ldap host Host => \'ldap.example.fr\', SSCOPE => \'one\', # ldap base dn BaseDN => \'ou=user,dc=ldap,dc=example,dc=fr\', Params => { port => 1389, }, }, CustomerKey => \'uid\', CustomerID => \'mail\', CustomerUserListFields => [\'cn\', \'mail\'], CustomerUserSearchFields => [\'uid\', \'cn\', \'mail\'], 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\', \'cn\', 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 ], ], }; Thanks for your answer, Bastien.

1 0

Problem Getting Mail
by Prince Chavez 24 Sep '09

24 Sep '09

1 0

How can I cc a customer notification to an agent/user?
by Anderson, Ken 24 Sep '09

24 Sep '09

Using the customer-facing website (via Customer.pl), I created a new customer user. The new customer user was sent the following email. I'd like to be able to have an agent/user be notified that a new customer user has been created so that the agent can ensure the account is set up correctly. How do I do that? Thanks, -Ken Subject: New OTRS Account! Hi [firstname], you or someone impersonating you has created a new OTRS account for you (Christine Twist). Login: [firstname.lastname>@oasolutions.ca]<mailto:xxxxx.xxxxx@oasolutions.ca> Password: <password> http://[myserver.company.ca]/otrs/customer.pl<http://%3cmyserver.company.ca%3e/otrs/customer.pl> Your OTRS Notification Master

1 0

Where is notification template for "New OTRS Account"
by Anderson, Ken 24 Sep '09

24 Sep '09

Using the customer-facing website (via Customer.pl), I created a new customer user. The new customer user was sent the following email. (I've replaced actual data with stuff in [] tags.) I'd like to change the text of this email, but I can't figure out where to do so in the admin app. Does anyone know? Thanks, -Ken Subject: New OTRS Account! Hi [firstname], you or someone impersonating you has created a new OTRS account for you (Christine Twist). Login: [firstname.lastname>@oasolutions.ca]<mailto:xxxxx.xxxxx@oasolutions.ca> Password: <password> http://[myserver.company.ca]/otrs/customer.pl<http://%3cmyserver.company.ca%3e/otrs/customer.pl> Your OTRS Notification Master Ken Anderson Senior Systems Consultant 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/>

1 0

Question on list results by priority
by Sarah Baker 24 Sep '09

24 Sep '09

Is there an easy way so that I can search tickets and view order based on priority and not only how long it's been in the system? - Sarah Baker Dir. of Ops, mSpot Inc. 650-321-7000

1 0

Question about system messages
by Sarah Baker 24 Sep '09

24 Sep '09

Followup on previous query - I notice that the system messages I get for each message on my screen Doesn't restrict to just the queue's in "my queues" I get alerts for those I don't care about. Is this something due to being in the admin group? It doesn't make sense to fill my screen with information I can't use. I can't find the documentation on how and why these are generated and shown, Could someone point me in the right direction? How do I get rid/control of it? IE Most of these tickets are for queues I don't want to monitor at all (which them don't mention) [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009092310000058: first response time is over (-23 hours 42 minutes / 09/23/2009 09:31)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4310> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009092310000021: first response time is over (-24 hour 43 minutes / 09/23/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4307> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009092110000294: first response time is over (-61 hours 22 minutes / 09/21/2009 19:51)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4280> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009092110000276: first response time is over (-16 hours 5 minutes / 09/23/2009 17:08)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4278> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009092110000114: first response time is over (-71 hours 22 minutes / 09/21/2009 09:51)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4262> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009091810000139: first response time is over (-136 hours 22 minutes / 09/18/2009 16:51)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4198> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009091710000033: first response time is over (-168 hour 43 minutes / 09/17/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4167> [cid:image001.png@01CA3CF7.A833DBC0] : Ticket 2009091610000133: first response time is over (-185 hours / 09/16/2009 16:13)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4160> - Sarah Baker Dir. of Ops, mSpot Inc. 650-321-7000

1 0

SOAP API no autoresponse
by Peter Padberg 24 Sep '09

24 Sep '09

Hi List! I want to open otrs tickets with API with this php-script: <pre> <?php $otrs_subject = "test"; $otrs_queue = $Queue; $otrs_from = "service(a)domain.com"; $otrs_email = "pp(a)gmail.com"; $otrs_user = "api"; $otrs_pass = "xxxxx"; $otrs_url = "http://otrs.domain.com/otrs/rpc.pl"; $otrs_queue = "Technik"; $otrs_customerid = $otrs_from; $otrs_customeruser = $otrs_from; $otrs_userid = 12; # your OTRS-Userid, varies of course in every installation $otrs_message = "Test"; $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 $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", $otrs_customerid, "CustomerUser", $otrs_userid, "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" , 0, # if you don't want to send agent notifications "Type" , "text/plain", "Loop" , 0 # auto reject|auto follow up|auto follow up|auto remove )); ?> This script works, but otrs do not send autoresponse which I setup in OTRS-webpanel. when I open ticket with sending normal email to that queue, customers gets wonderful auto reply from OTRS. Is it possible that OTRS-API send autoreply to that customer which I setup in OTRS? Viele Gruesse, Peter -- Peter <peter(a)peter.nameservice.mobi>

1 1

Root ownership after unlock
by Jason Leonard 23 Sep '09

23 Sep '09

Hi I was wondering if it is possible to put the owner as root after a ticket has been unlocked, not the person who locked the ticket initially. I understand that this may seem odd but it is good for our system. Regards Jason -- Jason Leonard, Customer Support Manager The Foundry, 1 Wardour Street, London, W1D 6PA, UK Tel: +44 (0)20 7434 0449, Fax: +44 (0)20 7434 1550, Web: www.thefoundry.co.uk Customer Support: 09:30-18:00 GMT / 09:30-18:00 PST The Foundry Visionmongers Ltd. Registered in England and Wales No: 4642027

1 0

Server to 95% after processing SetPermission
by Rodrigo Correa 23 Sep '09

23 Sep '09

Hello, I have installed OTRS version 2.3.3 on a virtual machine (VMWARE) is on a Suse 9. When I ran SetPermission in the Article which has 20Gb my server has a 95% processing and stopped responding to all other services to more than 5 hours! Has anyone had this problem? I can not even log in text mode to kill the process that is using the processor. Should I wait more? Or should I restart my server grin? Thanks for the help, Rodrigo _________________________________________________________________ Deixe suas conversas mais divertidas. Baixe agora mesmo novos emoticons. É grátis! http://specials.br.msn.com/ilovemessenger/pacotes.aspx

1 1

disable WYSIWYG editor?
by Mike Lewinski 23 Sep '09

23 Sep '09

I really, really dislike the WYSIWYG editor. If plain text was good enough for my grandfather, it is good enough for me! Seriously, it causes problems, and does not add one single good thing to our ticketing experience. Does anyone know how we can get rid of it without downgrading? Have searched sysconfig boxes to no avail :(

3 4

OPENNMS SOAP Problem..
by Doug Hall 23 Sep '09

23 Sep '09

No matter how hard I try.. OpenNMS integration won't install as it cant see SOAP. I installed it manually via ROOT, using CPAN via root.. NOTHING.. root@c2c-intranet1:/opt/otrs/bin# ./otrs.checkModules o CGI............................ok (v3.45) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.607) o DBD::mysql.....................ok (v4.008) o Digest::MD5....................ok (v2.39) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.819) o Encode::HanExtra...............ok (v0.23) 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 Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.30) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............ok (v1.01) o Net::LDAP......................ok (v0.39) 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 (v2.015) o SOAP::Lite.....................ok (v0.710.06) o XML::Parser....................ok (v2.36) ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Wed Sep 23 11:11:55 2009 Message: Sorry, can't install package, because module SOAP::Lite v0.1 is required and not installed! Traceback (13744): Module: Kernel::System::Package::_CheckModuleRequired (v1.106) Line: 2012 Module: Kernel::System::Package::PackageInstall (v1.106) Line: 374 Module: Kernel::Modules::AdminPackageManager::_InstallHandling (v1.81) Line: 1392 Module: Kernel::Modules::AdminPackageManager::Run (v1.81) Line: 670 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ________________________________ Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 259 954 +44 (0)7966 343 084 dhall(a)com2com.com<mailto:dhall@com2com.com> Committed 2 Communications Ltd 7th Floor, Whitefriars. Lewins Mead. Bristol. BS1 2NT. UK *** PLEASE NOTE CHANGE OF ADDRESS FROM 19th SEPTEMBER 2009 *** 2nd Floor, The Pithay. Bristol. BS1 2HZ. UK General Web +44 (0)1179 303 450 http://www.com2com.com<http://www.com2com.com/> ________________________________ NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 7th Floor, Whitefriars, Lewins Mead, Bristol BS1 2NT, United Kingdom Registered In England, Registered Trading Number: 06458746

4 3

Ticket free text default selection
by Mohamed-Amine Kadimi 23 Sep '09

23 Sep '09

Hi, I'm trying to force a default value for a free text field (a select list). In SysConfig (Ticket -> Core::TicketFreeText), I modified this entry: "TicketFreeText1::DefaultSelection" and put a valid string (which I'd already defined in TicketFreeText1 with two other entries). But the free text doesn't get this value assigned and it always get the alphabetically first value from the defined list. I'm using OTRS 2.4.4, any clues? -- Mohamed Amine Kadimi http://www.casafire.com _________________________________________________________________ More than messages–check out the rest of the Windows Live™. http://www.microsoft.com/windows/windowslive/

1 1

Inline images
by Glossop, Andrew 23 Sep '09

23 Sep '09

when I reply to an email that has an inline image, the inline image is broken. the image is sent as an attachment, but the body of the email just shows a blank box. it looks OK in the HTML editor, and the email that is sent is OK. but it goes wrong when you view the article in OTRS. if I forward the reply, then the image is attached twice. anyone else having problems with inline images?

1 1

2.4.4 PGP
by Nathan Campbell 22 Sep '09

22 Sep '09

Hello, I am having some difficulties getting GNUPGP and OTRS 2.4.4 functioning properly. For starters, here is my setup: OTRS 2.4.4 Windows 2003 IIS 6 MSSQL 2005 GNUPG for Windows - 1.4.10b (latest Windows build I can find on their site) I also have Thunderbird and Enigmail installed to allow me to test and easily manage the GNUPGP keys So, my setup is working flawlessly so far. OTRS functions properly and as its own entity, GNUPG / Thunderbird works like a charm as well. I am able to encrypt and decrypt emails so that is all functioning properly so I feel the individual components are ok. The trouble is when I try configure OTRS for PGP and send an encrypted email to OTRS from Thunderbird (in production, PGP emails will come from a website) - I open up the ticket and am greeted with: From: gom <gom(a)dalsym.com> To: dipstic(a)dalsym.com Subject: PGP Test VII Created: 09/22/2009 14:39:24 Crypted: gpg: No private key found to decrypt this message! This message was written in a character set other than your own.If it is not displayed correctly, click here <http://respighi/otrs/index.pl?Action=AgentTicketZoom&TicketID=166&Artic leID=524&Subaction=ShowHTMLeMail> to open it in a new window. -----BEGIN PGP MESSAGE----- Charset: ISO-8859-1 Version: GnuPG v1.4.10 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ hQEMA2BHRiLOsP0ZAQgAseDKaxFWXwmyOTIndmmUvVz3kRK4Bit5aScG8CUbclLy etc..... The keys are all in my keyring because I am able to decrypt / encrypt in Thunderbird with no difficulty. I have followed all of the instructions in the 2.4.4 manually, I have (apparently) successfully imported the keys into OTRS as well (along with the passwords). Here is my Config Options: Framework -> Crypt::PGP - PGP::Options: string: --batch --keyring \\respighi\gnupg\pubring.gpg --secret-keyring \\respighi\gnupg\secring.gpg --try-all-secrets --no-tty --yes --logger-file c:\gnu\gnupg\log\log.txt The paths are all correct and file permissions are granted appropriately. The GNU log has this error: gpg: no valid OpenPGP data found. gpg: decrypt_message failed: eof I'm confunded - by all accounts I am doing everything properly. Any expertise anyone can offer would be greatly appreciated! Thank you! Nathan Campbell Dallas Symphony Orchestra

1 0

Newbie questions
by Sarah Baker 22 Sep '09

22 Sep '09

I've just started here at a shop using OTRS, and I'm afraid they universally hate it. I'm trying to sort out why and see if I can improve how it's setup and used so that people stop trying to go around it and change that perception. We're running 2.3.2 and hoping to move to 2.4 quickly, but also looking For get some quick insight on how to improve what I've got immediately. The area which I understand shows "system messages" Is full of messages about each ticket in the my queue and completely obscures the basic queue view interface, making It harder for people to interface with the system overall. Example of one set of message shown below. Can you point me in the direction of any documentation to explain why these show up for every ticket and don't go away until the ticket is closed? How can I control it? Is it because the users use OTRS in some particular way, or a configuration issue? Any help appreciated. I've also another question on how best to use OTRS for activities/tasks that aren't really from the user base, but internal tasks. When in previous companies we used bugzilla or JIRA as a 'help desk' ticket system - it was easy to set tasks that were (internally generated) and manage them together with user requests and add prioritization, deadlines, etc . I don't find any way thusfar to do this within OTRS, is it just the wrong tool for the job? Any information you can point me to is appreciated - Thank you! - Sarah Baker mSpot Inc. 650-321-7000 Example system messages: Ticket 2009092010000143: first response time is over (-18 minutes / 09/21/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4251> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009092010000116: first response time is over (-18 minutes / 09/21/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4248> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091910000271: first response time is over (-18 minutes / 09/21/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4235> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091910000164: first response time is over (-18 minutes / 09/21/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4224> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091910000128: first response time is over (-18 minutes / 09/21/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4220> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091810000139: first response time is over (-63 hours 57 minutes / 09/18/2009 16:51)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4198> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000061: first response time will be over in 23 minutes / 09/21/2009 09:12! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4170> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091710000042: first response time is over (-60 hours 45 minutes / 09/18/2009 20:03)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4168> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091710000033: first response time is over (-96 hour 18 minutes / 09/17/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4167> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000151: first response time is over (-108 hours 52 minutes / 09/16/2009 19:56)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4162> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000133: first response time is over (-112 hours 35 minutes / 09/16/2009 16:13)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4160> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000081: first response time is over (-115 hours 48 minutes / 09/16/2009 13:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4155> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000044: first response time is over (-119 hours 34 minutes / 09/16/2009 09:14)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4151> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000017: first response time is over (-120 hour 18 minutes / 09/16/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4148> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000026: first response time is over (-120 hour 18 minutes / 09/16/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4149> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000271: first response time is over (-157 hours 10 minutes / 09/14/2009 19:38)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4129> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000057: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4107> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000202: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4070> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000033: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4053> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000286: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4050> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000197: first response time is over (-231 hours 45 minutes / 09/11/2009 17:03)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4041> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000099: first response time is over (-237 hours 48 minutes / 09/11/2009 11:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4031> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091010000279: first response time is over (-254 hours 23 minutes / 09/10/2009 18:25)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4016> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091810000139: update time will be over in 29 hours 32 minutes / 09/22/2009 14:21! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4198> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000131: update time will be over in 5 hours 46 minutes / 09/21/2009 14:34! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4177> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000061: update time will be over in 35 hours 23 minutes / 09/22/2009 20:12! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4170> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000042: update time will be over in 33 hours 14 minutes / 09/22/2009 18:03! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4168> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091710000033: update time is over (-61 hours 48 minutes / 09/18/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4167> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000151: update time is over (-63 hours 22 minutes / 09/18/2009 17:26)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4162> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000133: update time is over (-67 hours 5 minutes / 09/18/2009 13:43)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4160> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000081: update time is over (-70 hours 18 minutes / 09/18/2009 10:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4155> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091610000071: update time will be over in 26 hours 35 minutes / 09/22/2009 11:23! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4154> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000044: update time is over (-85 hours 4 minutes / 09/17/2009 19:44)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4151> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000017: update time is over (-85 hours 48 minutes / 09/17/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4148> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000026: update time is over (-85 hours 48 minutes / 09/17/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4149> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000271: update time is over (-111 hours 40 minutes / 09/16/2009 17:08)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4129> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000057: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4107> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000202: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4070> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000033: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4053> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000286: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4050> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000197: update time is over (-138 hours 15 minutes / 09/15/2009 14:33)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4041> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000099: update time is over (-144 hour 18 minutes / 09/15/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4031> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091010000279: update time is over (-160 hours 53 minutes / 09/14/2009 15:55)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4016> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000061: solution time will be over in 81 hours 23 minutes / 09/24/2009 18:12! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4170> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000042: solution time will be over in 79 hours 14 minutes / 09/24/2009 16:03! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4168> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091610000071: solution time will be over in 58 hours 1 minute / 09/23/2009 18:50! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4154> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000057: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4107> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000202: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4070> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000033: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4053> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000286: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4050> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000197: solution time is over (-84 hours 55 minutes / 09/17/2009 19:53)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4041> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000099: solution time is over (-90 hours 58 minutes / 09/17/2009 13:50)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4031> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091010000279: solution time is over (-96 hour 33 minutes / 09/17/2009 08:15)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4016>

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2.4.4 HTML
by Nathan Campbell 22 Sep '09

22 Sep '09

I'm sure this is really easy and I am just missing it - I am having trouble finding an option to view tickets in HTML format in OTRS. Everything is being converted to text and I would like it be HTML (for formatting, inline images, styles, etc...). I was under the impression that 2.4.4 allowed this. Will keep browsing the manual. Thanks Nathan Campbell Dallas Symphony Orchestra

3 3

Mail setup OTRS - Windows XP
by Ramsey Allison 22 Sep '09

22 Sep '09

I setup OTRS on Windows XP . It has been configured but I have a couple questions. Hopefully, you can assist me. 1. How do I enable the Syslog? No response when I click on it. 2. Setup mail. Currently switched our mail to Google Mail. pop.gmail.com (port 465) smtp.gmail.com (port 995) SysConf, Sendmail, SMTPS Sendmail Module Host: smtp.gmail.com Sendmail port:465 Authorize user:xxxxx@support.com <user%3Axxxxx(a)support.com> Password:xxxxx PostMaster Mail Account POP xxxxxx(a)support.com Host:pop.gmail.com Trusted: Yes I get error message "can't send email ticket to xxxxx(a)support.com! It's a local address! Create a phone ticket. -- Ramsey

3 2

OTRS is not sending e-mails
by Agustin de Landa Gil 22 Sep '09

22 Sep '09

Hello I am facing the following problem: No mails are sent of any event to the agents. The error I get in the log is the following: [Mon Sep 21 16:07:10 2009][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'igutierrez(a)inmagusa.com'. [Mon Sep 21 16:07:10 2009][Error][Kernel::System::Email::SMTP::Send][116] Can't use from '': 550Requested action not taken: mailbox unavailable ! Enable Net::SMTP debug for more info! I think I am missing the definition of an e-mail to be used, but where should I define it. Thanks, Agustín de Landa

2 2

Sort order of tickets
by Joan Porta 22 Sep '09

22 Sep '09

Hi all, Would like to know how to sort the tickets in this way: The upper tickets must be the ones that hasn't had a* reply* longer from the OTRS agents. I have OTRS 2.4 thanks

1 0

Changing "AgentTicketZoom" template
by Lev Davidovich 22 Sep '09

22 Sep '09

Hi I want to change some of the layout on the right hand side of the TicketZoom view (see attachment “zoomview.jpg” – eg: I want to comment out some of the items such as “Article” etc.).. I have tried to edit the following file \Kernel\Output\HTML\Standard\AgentTicketZoom.dtl But I have discovered that I am unable to upload the edited file to the live server as it is owned by user “Apache” and requires root user access to the live server which I have not got. Since I am unable to edit the file, is there any other way I can change the layout of the page, such as the Sysconfig interface for example? Many thanks for your kind attention Lev

2 1

[Notification] vs [Notification (Event)]
by Gustavo Montes 21 Sep '09

21 Sep '09

Hi, I'm trying to figure out what is the difference between this two types of notifications? I have been able to set up a notification under the "[Notification (Event)]" but how can I make the "predefined" notifications under the "[Notification]" section work? or how/when are they triggered? I'm using OTRS 2.4.4 Thanks! Gustavo

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Re: [otrs] Ticket carriage returns missing from Zoom after upgrade&In-Reply-To=<4AB7ADB1.8FEC.002F.0@netmania-it.com>
by Mark Dissington 21 Sep '09

21 Sep '09

Solved it! I had a none standard theme setup which I have created in OTRS 2.3.4, after switching to a standard theme the messages appeared correctly. Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. Email has been scanned for viruses by Altman Technologies' email management service - www.altman.co.uk/emailsystems

1 0

Ticket carriage returns missing from Zoom after upgrade
by Mark Dissington 21 Sep '09

21 Sep '09

Hi, Have just upgraded from 2.3.4 to 2.4.4 using the Redhat RPM installer and followed the procedure in the upgrading section of the manual running the DBUpgrade scripts and perl script. Everything seemed to go fine. However, we now have a problem that when clicking on a ticket to zoom none of the carriage returns are shown, even though they are there in the ticket in the queue view. I have tried sending a new ticket with multiple lines and that behaves the same, multiple lines shown in the body of the ticket in the queue view, but after zooming to the ticket everything is on a single line with no carriage returns. TIA, Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. Email has been scanned for viruses by Altman Technologies' email management service - www.altman.co.uk/emailsystems

1 0

Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
by Nathan Campbell 21 Sep '09

21 Sep '09

It might be better to say that OTRS setup on Windows with MSSQL / IIS isn’t difficult – “easy” would be too generous. There are some extra steps that you must perform to get it up and running but it isn’t too bad. However, seeing what it is that you want to do, what about this configuration: Windows XP OTRS | MySQL & IIS6 The reasons I would opt for MySQL in this case: cost, easier integration as a backup solution, consistency with live environment. If you went with MSSQL on the Windows box, then you would have to deal with restoring MySQL database into MSSQL and who needs that hassle? Once you have your Windows OTRS working, your failure-over process should be a snap. Granted, I am not a MySQL person; but I would expect that your process could be to take automatic backups of your live database and save them to a file share or some other location not on the live server. Could take the backup every 15 minutes, hour, whatever is best for your needs. If a failure occurs, simply take the backup and restore it to the Windows MySQL instance and you’ll be all set. It’s all about the database – once it’s all setup, you shouldn’t have to deal with modifying anything on the web server side when restoring a backup. Nathan Campbell Dallas Symphony Orchestra From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lev Davidovich Sent: Friday, September 18, 2009 3:27 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine Thank you Nathan - I appreciate your input - sometimes a late intervention can be the most decisive one! ;-) You have raised an issue that I must admit I had not considered until now.. Thinking about it, the only possible reason would be because our live version runs on Apache (on a Linux platform). However, all we really want to do is have a backup of our tickets on the Windows (or, as I have now realised, a Mac OS) machine and if that can be achieved with IIS rather than Apache I would certainly look into it. In your opinion, how easy would it be to set up OTRS on a Windows machine which would then be able to import the database dumped from our live version 2..2.5 running on Apache/Linux? Many thanks again _____ From: Nathan Campbell <n.campbell(a)DalSym.com> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Thursday, 17 September, 2009 22:31:27 Subject: Re: [otrs] Install OTRS 2.2..5 on Windows XP machine I’m kind of coming into the conversation a bit late in the game, but if you are running on XP, is there any particular reason to be married to Apache? You could try IIS and see how that works. If you need some documentation to setup OTRS on Windows (I am run two instances of OTRS on W2K3 / MSSQL 2005 / IIS6) let me know. Nathan Campbell Dallas Symphony Orchestra From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lev Davidovich Sent: Thursday, September 17, 2009 4:27 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine Hi Michiel I have tried what you suggested but I am getting errors starting up Apache when I replace the files in the otrs/otrs directory with the 2.2.5 files of the same directory. As I explained in my most recent email I am unable to restart Apache 2.2 whenever I replace any of these directories: Kernel\System Kernel\Modules Kernel\ cpan-lib I thought it might be easier with if I downloaded 2.3 (the earliest windows installer) rather than the latest version but the same problem cropped up. Is there any way of finding out which files I need to change within these directories in order to be able to restart Apache after replacing the otrs\otrs contents? A more general question I have is - would it be easier to install on a Unix machine (or a Windows machine running VMWare)? And would the same apply to a Mac OS machine (which is a platform with IT support in our workplace)? Thanks _____ From: Michiel Beijen <mb(a)otrs.org> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Wednesday, 9 September, 2009 11:12:31 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine Lev, Yes, there are no longer windows INSTALLERS of 2.2 otrs available, because of issues with one of the bundled components. On the download servers you can download every source version back to 0.5 beta! [http://ftp.otrs.org/pub/otrs/ <http://ftp.otrs..org/pub/otrs/> ] What you could do is download the latest version of the Windows installer of OTRS, drop the mysql database, and load your backup database from live, clean the /otrs/otrs directory and unzip the 2.2 version you would like to use there. Copy Config.pm from the server to your Windows box but make sure you add the following line to it: $Self->{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail'; this because your copy system will not be sending escalations out for tickets that are long closed on live ;-) (available since otrs 2.2.6) and you should probably also look into how OTRS fetches mails from the server on your live system. If you use pop or imap as defined in the Admin web user interface, you might want to edit crontab to NOT run PostMasterMailbox.pl Regards, MIchiel On Wed, Sep 9, 2009 at 11:59 AM, Lev Davidovich<l.davidovich(a)yahoo.co.uk> wrote: > Thanks Michael. I am inclined to go down the VMWare route that both you and > Rory and others suggest but I am not having much luck convincing the > decision makers here! > > The consensus seems to be that it is OK as a long term project but that in > the short term what we need is a quick database dump followed by import into > a copy of OTRS running on Windows. > > Just to be clear about what you are saying - > > are you saying it is no longer possible to download versions of OTRS > earlier than 2.3 x and install them on Windows? Or is it only AUTOMATIC > installers that it is no longer possible to download? > > Where can I find an automatic installer for version 2.3 x? > > I could still download version 2.2.5 from ftp://ftp.otrs.org/pub/otrs/ and <ftp://ftp.otrs.org/pub/otrs/%C2%A0and> > install it manually (using the instructions that Afshar Mohebbi has posted ) > - is that correct? > > Thank you > ________________________________ > From: Michiel Beijen <mb(a)otrs.org> > To: User questions and discussions about OTRS. <otrs(a)otrs.org> > Sent: Wednesday, 9 September, 2009 10:36:46 > Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine > > Hi Lev, > > Due to licensing issues there are no longer old Windows installers > earlier than 2.3..x available for download. > > Afshar Mohebbi has posted instructions for setting up OTRS on Windows; > http://afsharm.blogspot.com/2009/03/installing-otrs-active-perl-on-windows.… > (but this is with Microsoft SQL Server, you should just install MySQL > instead) > > I guess it would be good to also have instructions for manual > installation on Windows... > > Depending on your situation you could also install VMWare on your XP > workstation with linux, just as on your server. Then you would have a > real test environment; which you can also use to test out upgrades or > so. > VMWare Server is available at no charge. VMWare workstation costs a > little more but has lots of good features. > Myself, I use VMWare server ;-) > > Regards, > > Michiel. > > On Wed, Sep 9, 2009 at 11:18 AM, Lev Davidovich<l.davidovich(a)yahoo.co.uk> > wrote: >> Hi I want to install OTRS 2.2.5 on a Windows XP test machine as that is >> the >> version we have on the live server. >> >> The automatic installer on the following page >> >> http://www.otrs.org/download/ >> >> is only for the latest version. >> >> Is there an automatic installer I can find for installing 2.2 on Windows? >> >> Rory was kind enough to point out the following page with downloads of >> earlier versions >> >> ftp://ftp.otrs.org/pub/otrs/ >> >> but downloading 2..2.5 from here would require a manual install on Windows. >> >> I can't seem to find instructions to manually install version 2.2 on >> Windows. >> >> I have, however, found instructions to manually install version 1.3 on >> Windows on the following page. >> >> http://doc.otrs.org/1.3/en/html/install-win32.html >> >> Is there a page with similar instructions for version 2.2 or will the >> instructions for 1.3 be able to do the job for me? >> >> Thanks for your help >> >> Lev >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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issues with notifications
by Bruno Rubio 21 Sep '09

21 Sep '09

Hi all, I seem to have issues with the notifications, here is why: When I send an email to otrs from any given account, i do receive the auto-response with the ticket number, however, the agent is not notified via email of the ticket, even though the ticket gets routed to one of his queues, and yes, that queue is selected in the preferences page of the user. When i go to the history page, i see, that an email was sent to the originator (received), and also that emails where sent to the queue owners (not received) all of them sent by the otrs admin. I believe SMTP is configured correctly as i'm able to email tickets both within and outside the domain when i do this manually. Is there something else i should check to make this work? Thanks in advance for your help. Bruno

1 1

utf8 vs. iso-8859-1 with external Customer database
by Martin Oldin 21 Sep '09

21 Sep '09

Hi, When we use the CustomerUser::DB to get customer data into our helpdesk extended chars 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 chars in internal mails and some views in the interface. In the LDAP module we have the option to define source and destination charset: SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', I would very much like to do some thing like that with the database module. Anyone who knows how?

1 0

Customer and Company buttons
by Martin Mortensen 21 Sep '09

21 Sep '09

Hello, I was wondering if there is a way to remove the "Customer" and "Company" buttons at the upper navigation bar? I am using OTRS 2.2.4, and we don't really need these two buttons, but I haven't been able to figure out how to remove them. Thank you very much in advance. Best Regards, Martin Mortensen

2 2

Statistics for OTRS survey module
by Georg Roelli 21 Sep '09

21 Sep '09

Hello The same case is also open in the german mailinglist. Which are the statistics opportunities for the survey modul? I need a statistic over a survey for a defined period of time, for example for a week or a month. At the default view only the result of all sent responses over the surveys are shown in a graphical manner and in the statistics modul, there is also no possibility to generate my desired statistic. Can someone help me to solve my question? Kind regards. Georg _________________________________________________________________ Gestalte Dein persönliches Mini-Anzeigebild für den Messenger oder wähle in der Promi-Gallerie Roger, Paris, Britney etc. http://minimizeme.msn.com/de-ch/

1 1

Troubles setting up OTRS agent group and queues to work the way I want it to...
by Isaac Weissenberger 21 Sep '09

21 Sep '09

Hey everyone, I setup OTRS in our environment about a year and a half ago and have been administrating it since. It worked real good for what we have been using it for. Which we only had 1 group of agents and then a group the all the Employees to be automatically added to. However now there is another department that wants to be added to OTRS as agents with their own separate queues. This is how I want it to be setup, can you please help me with this? As follows: "ACE Employees" is the group for all customers. I have 2 separate roles and queues for the 2 different departments "IS" and "IT". We have 3 "IT" queues and 7 "IS" queues that want customers to be able to see all 10 queues. I want only IT agent users to see the tickets in the IT queues, and only the IS agent users to be able to see the tickets in IS queues. I want agents to be able to move tickets to the other groups queues if they feel the ticket was submitted to the wrong place. I think that pretty much covers it. If someone could give me some insight on this I would be so appreciative! Thanks!! Isaac Weissenberger Network Operations Specialist Ace Communications Group 507.896.6236 phone 507.429.9367 cellular iweissenberger(a)acecomgroup.com<mailto:iweissenberger@acecomgroup.com> www.acegroup.cc<http://www.acegroup.cc>

2 3

under sysconfig the "Download Settings:" part doesn't showed up
by Kovacs Krisztian 18 Sep '09

18 Sep '09

Hi! I have installed OTRS (v2.4.4) on Linux, and under sysconfig the "Download Settings:" part doesn't showed up ! :( On Windows install (v2.4.4) it shows up ! Why can this be ??? Ps: I want to backup the settings and the databases (it works with mysql dump), since I can't access to the server via command line, no more ... Thanks Krisz

1 0

FOOTER2 edit
by Emily Flynn 18 Sep '09

18 Sep '09

Hello, I'm trying to find in the Standard theme where the following item is... and I can't and I want to edit it!!! Anyone know where I can find it...?  </td> </tr> <tr> <td class="footer">FOOTER</td> <td class="footer">FOOTER2</td> </tr> </table>  It's not in Footer.dtl, or footersmall.dtl, or customerfooter.dtl or any other obvious ones.. it's the only thing I haven't been able to locate! Thanks Emily

2 2

Agent Stats
by Glossop, Andrew 18 Sep '09

18 Sep '09

I'm trying to enable Stats::UseAgentElementInStats but the item is greyed out, and doesn't allow me to change it. Is this being set in another file, so you can't override it in the DB?

2 5

Email Issues - OTRS - Google Mail
by Ramsey Allison 18 Sep '09

18 Sep '09

Hello, I am using OTRS on a linux box. We recently changed on company mail to google and now am unable to send/receive mail to OTRS. I can view the mail in my google account but it is not making it to OTRS. Where in the otrs directory can I view the mail host name? Is there a setting to select SSL? PostMaster Mail Account Settings: Type:pop3s Username:xxx@techsupport.org <Username%3Axxx(a)techsupport.org> Password:xxxx Host:pop.gmail.com Trusted:yes Dispatching:Dispatching by specific Queue Queue:Support Valid:valid *Incoming Mail (POP3) Server - requires SSL:* pop.gmail.com *Use SSL*: Yes *Port*: 995 *Outgoing Mail (SMTP) Server - requires TLS:* smtp.gmail.com(use authentication) *Use Authentication*: Yes *Use STARTTLS*: Yes (some clients call this SSL) *Port*: 465 or 587 -- Ramsey Allison

2 1

Re: [otrs] otrs-fetching mails from mail server
by Karthick B 18 Sep '09

18 Sep '09

Hi Rory Thanks a lot for your help.my otrs is now working fine .now i can able to fetch mail for every 1 minute. thanks a lot man. On Thu, Sep 17, 2009 at 7:29 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: otrs-fetching mails from mail server (Rory) > 2. Re: survey module (Walter R. Moore) > 3. Setting up a role hierarchy in OTRS (Kaul, Sunjay) > 4. Re: Install OTRS 2.2.5 on Windows XP machine (Lev Davidovich) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 17 Sep 2009 13:41:39 +0100 > From: Rory <rclerkin(a)gmail.com> > Subject: Re: [otrs] otrs-fetching mails from mail server > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <78a1e3790909170541s1548d8f9t6fde9100d6ddea67(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > Hi Karthick, > > The documentation you are looking at is at > http://doc.otrs.org/2.4/en/html/x531.html#cronjobs > There are 2 directories for you to consider; > > 1) /opt/otrs/var/cron > 2) /opt/otrs/bin/ > > In directory 1 there is a list of files ending in .dist. These files > contain details for scheduling different functions of the otrs system. > If you have configured your e-mail through the PostMaster Mail Account > menu in the otrs web interface (not throught the config files) you > will be interested in the postmaster_mailbox.dist file. > This file will be used to add a crontab entry for the > PostMasterMailbox.pl perl script which gets your mail and puts it into > your database. > You need to change the filename postmaster_mailbox.dist to > postmaster_mailbox > This will cause the the postmaster_mailbox settings to be included in > your crontab later. > > Open the postmaster_mailbox file for editing. > Look for the line; > > */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null > > This is the standard syntax for a crontab entry. Change the "10" to a > "1". This will tell the system you want to execute the script > mentioned every 1 minute (instead of every 10). If you want to do > something different then look up how to write a crontab entry for more > instructions. > Save and close the file. > > You have now prepared what you want to be added to crontab. > The next step will over write your current crontab so it would be best > to list the contents (crontab -l) and back them up. > > Change to your otrs user if you are not already that user (usually > just otrs), su - otrs > Once you are the otrs user change to directory 2, /opt/otrs/bin/ > Now execute the command; > > ./Cron.sh start > > This will add the details from the file in directory 1 to your > crontab. Check your crontab to make sure what you want to be there is > actually there (crontab -l) > If your entry for the PostMasterMailbox.pl is there then your job is > scheduled and will run every minute. > Test it by sending a mail to the otrs account you created. > > I hope that works for you, > > Rory > > Support my 365 Challenge in aid of the Irish Cancer Society > > www.365challenge.ie > > > > 2009/9/17 Karthick B <bkarthick4u(a)gmail.com>: > > HI Rory > > > > Am working in RHEL 5.3 and otrs also installed on the same machine > > > > > ------------------------------ > > Message: 2 > Date: Thu, 17 Sep 2009 09:13:47 -0400 > From: "Walter R. Moore" <moorewr(a)eckerd.edu> > Subject: Re: [otrs] survey module > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <4AB2360B.6010304(a)eckerd.edu> > Content-Type: text/plain; charset="iso-8859-1" > > Yes, I've got the surveys set as Master.. they just never trigger... the > system is not getting as far as trying to send them. > > Two follow-ups.. > > Does my << $Self->{'Ticket::EventModulePost'}->{'99-SurveySendRequest'} > >> look like yours? > > What logging happens when a survey is sent? I have no log entries, good > or bad, about surveys, which leads me to conclude the trigger itself is > not working. > > Aquiles Cohen wrote: > > ============ > > > > $Self->{'Survey::NotificationBody'} = "Estimado Usuario, > > > > Gracias por utilizar nuestros servicios. Ayudenos a mejorar > > nuestra atenci?n y nuestros servicios. > > > > Por favor atienda la siguiente encuesta para el Sistema de Gesti?n > > Integrado de la Universidad. > > > > <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias> > public.pl?Action=PublicSurvey&PublicSurveyKey=<OTRS_PublicSurveyKey> > > > > Gracias por su ayuda! > > > > Proceso de Gestion de TIC > > "; > > $Self->{'Survey::NotificationSubject'} = 'Ayudenos a mejorar nuestros > > servicios!'; > > $Self->{'Survey::NotificationSender'} = 'quality(a)midominio.edu.co' > > <mailto:'quality(a)midominio.edu.co'>; > > $Self->{'Survey::SendPeriod'} = '.001'; > > > > $Self->{'Survey::SendNoSurveyRegExp'} = > > '(MAILER-DAEMON|postmaster|abuse)@.+?\..+?' > > > > ================ > > be sure that notifications are working, or more exactly that SMTP is > > working, > > > > > > Aquiles Cohen.- > > > > Homepage : http://aqcohen.blogspot.com > > > > > > On Wed, Sep 16, 2009 at 8:18 AM, Walter R. Moore <moorewr(a)eckerd.edu > > <mailto:moorewr@eckerd.edu>> wrote: > > > > > > Related to this, can those of you with working surveys share what the > > correct trigger (SurveySendRequest) is? I can not get the system to > send > > surveys at all. > > > > This is what I see in sysconfig. > > > > $Self->{'Ticket::EventModulePost'}->{'99-SurveySendRequest'} = { > > 'Event' => '(TicketStateUpdate|StateSet) ', > > 'Module' => 'Kernel::System::Ticket::Event::SurveySendRequest' > > }; > > $Self->{'Survey::SendNoSurveyRegExp'} = > > '(MAILER-DAEMON|abuse)@.+?\\..+?'; > > $Self->{'Survey::NotificationSender'} = 'otrs(a)eckerd.edu > > <mailto:otrs@eckerd.edu>'; > > $Self->{'Survey::SendPeriod'} = '0.0001'; > > > > Aquiles Cohen wrote: > > > Hi, > > > > > > It's any way that the send survey dont expire?. My users are > > receiving > > > the surveys but they don?t do it inmediatily and the survey key > expire > > > > > > > > > > > > Aquiles Cohen.- > > > > > > Homepage : http://aqcohen.blogspot.com < > http://aqcohen.blogspot.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/ > > > > -- > > +-----------------------------------------------------------------+ > > Walter R. Moore -- Sr. Systems Administrator, Eckerd College > > moorewr(a)eckerd.edu <mailto:moorewr@eckerd.edu> -- > > http://home.eckerd.edu/~moorewr <http://home.eckerd.edu/%7Emoorewr> > > > > "It was glorious to see -- if your heart were iron, > > And you could keep from grieving at all the pain" - The Iliad > (13.355) > > > > > > --------------------------------------------------------------------- > > 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/ > > -- > +-----------------------------------------------------------------+ > Walter R. Moore -- Sr. Systems Administrator, Eckerd College > moorewr(a)eckerd.edu -- http://home.eckerd.edu/~moorewr<http://home.eckerd.edu/%7Emoorewr> > > "It was glorious to see -- if your heart were iron, > And you could keep from grieving at all the pain" - The Iliad (13.355) > >

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Install OTRS 2.2.5 on Windows XP machine
by Lev Davidovich 18 Sep '09

18 Sep '09

Hi I want to install OTRS 2.2.5 on a Windows XP test machine as that is the version we have on the live server. The automatic installer on the following page http://www.otrs.org/download/ is only for the latest version. Is there an automatic installer I can find for installing 2.2 on Windows? Rory was kind enough to point out the following page with downloads of earlier versions ftp://ftp.otrs.org/pub/otrs/ but downloading 2.2.5 from here would require a manual install on Windows. I can't seem to find instructions to manually install version 2.2 on Windows. I have, however, found instructions to manually install version 1.3 on Windows on the following page. http://doc.otrs.org/1.3/en/html/install-win32.html Is there a page with similar instructions for version 2.2 or will the instructions for 1.3 be able to do the job for me? Thanks for your help Lev

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Re: [otrs] Setting up a role hierarchy in OTRS
by Kaul, Sunjay 18 Sep '09

18 Sep '09

Hi Michiel, Thanks, I did just that, raised a feature request Regards, Sunjay * This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

1 0

survey module
by Aquiles Cohen 17 Sep '09

17 Sep '09

Hi, It's any way that the send survey dont expire?. My users are receiving the surveys but they don´t do it inmediatily and the survey key expire Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

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Re: [otrs] FW: FAQ Public Interface language
by Rui Castro 17 Sep '09

17 Sep '09

Hi Michiel, Your suggestion works! Changing the default language in the browser made the Public Interface appear in English. Thanks! Best regards, Rui Hi Rui, Currently the Public frontend of the FAQ displays the language that is requested by the browser. Your browser is probably instructed to request pages in Portuguese if that exists, so that is why you will see the page in Portuguese. For instance in Firefox you can change that by selecting Preferences > Content > Languages > Choose. If any of the languages listed here is available, OTRS will return that. If there is none, it will fallback to the language you have defined in Admin > SysConfig > Framework > Core > DefaultLanguage. What you could do, is remove all languages but English from Admin > SysConfig > Framework > Core > DefaultUsedLanguages. Then the Public FAQ frontend will always display in English. But this will also prevent agents and customer users to use any other language than english! hope this helps, Michiel On Fri, Sep 11, 2009 at 12:08 PM, Rui Castro <rc at noniussoftware.com <http://lists.otrs.org/cgi-bin/listinfo/otrs> > wrote: > Hello, > > > > I just installed the FAQ module. When I use the Agent Interface everything > is in the english language, but when I use the Public interface the > categories and RSS are in portuguese. How can I change the public interface > to the english language? I have already been looking in the System > Configuration and even in the Standard Customer dtl files, but was unable to > have all sentences in English. > > > > Thanks and best regards, > > Rui ------------ Rui Castro ● Director NoniusSoft – Software e Consultoria para Telecomunicações, S. A. Rua Actor Ferreira da Silva, 100 ● 4200 – 298 Porto ● Portugal Tel.: +351 22 030 15 30 ● Fax: +351 22 030 15 21 rc(a)noniussoftware.com <mailto:rc@noniussoftware.com> ● http://www.noniussoftware.com <http://www.noniussoftware.com/>

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Changing MySQL to MSSQL
by Marretta, Rosanna 17 Sep '09

17 Sep '09

Hi, I am changing MySQL to MSSQL and need some assistance if I may. I have created the database and set up a login for OTRS in my MSSQL. I have changed the config.pm file as per below: # DatabaseHost # (The database host.) $Self->{DatabaseHost} = '[IP or name to your Database]'; # Database # (The database name.) $Self->{Database} = 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = '[password to sql server for user otrs]'; # DatabaseDSN $Self->{"Database::Type"} = 'mssql'; $Self->{DatabaseDSN} = "DBI:ODBC:otrs"; $Self->{DatabaseUserTable} = 'users'; Perl-DBD-ODBC has also been installed. I ran CheckDB.pl and I'm getting the following error, can anybody please help me. Do I have to change another file? DBI connect('otrs','otrs',....) failed: [unixODBC][Driver Manager]Data source name not found, and not default driver specified Can anybody help? Thanks Rosanna

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Setting up a role hierarchy in OTRS
by Kaul, Sunjay 17 Sep '09

17 Sep '09

Hi, Has somebody tried setting up a role-based hierarchy in OTRS? My basic requirement is to have a Central Admin who just creates a Queue and an Admin for that Queue(Queue Admin). Once this is done, the Queue Admin creates users, customers, sub queues, services and slas for the Services. Is this possible? Appreciate any help on setting this up. Regards, Sunjay </PRE>This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.<PRE>

2 1

Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
by Lev Davidovich 17 Sep '09

17 Sep '09

Hi Rory apologies but I don't now think this error message about crontab.txt in itself is a significant problem at this stage of the reinstall. There is a file called "\bin\Cron4Win32.pl" which contains some empty paths in the 2.2.5 version presumably because the installer has not run, but as the Cron, Apache and MySQL servers can be started and stopped anyway (notwithstanding the error message) it seems not to be such a significant problem at this stage in terms of the overall reinstall. Of course it might, as you rightly say, interfere with the scheduling of tasks once the reinstall has been completed but I feel that is a problem we can deal with later. However, it has got me thinking about how many other paths in how many other files might have to be updated because the 2.2.5 installer has not been run. What seems to be more significant is the fact that the Apache server definitely becomes inaccessible once the "Kernel" directory is of the OTRS root directory is replaced. So I have been testing specifically which directories within the Kernel directory, when replaced, make the Apache Service inaccessible and unable to be switched on and off from OTRS. I have now established that the following directories within "Kernel", when replaced by the 2.2.5 version, cause Apache to become inaccessible : Kernel\System Kernel\Modules Kernel\cpan-lib Question is - what changes do I need to make to which files within these directories to be able to restart Apache? Or do I simply go on testing every subdirectory and every file - that could go on for ever! Best Lev ________________________________ From: Rory <rclerkin(a)gmail.com> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Wednesday, 16 September, 2009 15:27:30 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine - error message "can’t open crontab.txt " Hi Lev, I'm not quite sure exactly why you're having the issue. I guess its because the config from the unix system is trying to use the crontab (which is the unix way of scheduling tasks. The Cron service on your windows system which OTRS installs is not quite the same thing). I believe its the incoming mail service that uses the crontab functionality, i.e. check the mail account for new mail every 2 minutes Its probably also used by the generic agent too. See if you can find where the crontab.txt file its looking for is. (I don't use a cron service, I installed each component individually and use the windows scheduler). It's probably under your "program files\OTRS" program directory somewhere. Compare the config.pm's (and maybe the default.pm's) from both the linux and windows machines looking for entries relating to cron. See how they differ. Try to make the linux config.pm fit the syntax of the windows config.pm. I hope that helps, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/16 Lev Davidovich <l.davidovich(a)yahoo.co.uk>: > Hi I am getting this message on the Windows command prompt when I try to > restart OTRS Services > > > > “can’t open directory crontab.txt No such file or directory” > > > > and Apache fails to start. > > > > Below are the steps I have taken to reinstall version 2.2.5 from our live > Apache server to the latest Windows installation (2.4..4) on our Windows test > machine. > > > > i) downloaded the latest version of the Windows > installer of OTRS 2.4.4 - DONE > > ii) dropped the mysql database - DONE > > iii) loaded dumped database from live server – DONE > > iv) turned OTRS Services (Cron, Apache, MySQL) off - DONE > > v) cleaned the /otrs/otrs directory of 2.4.4 - DONE > > vi) replaced with 2.2.5 version of the same directory – DONE > > vii) copied Config.pm from the live server to Windows box – > DONE. > > viii) added the following line toConfig.pm: > $Self->{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail'; > > ix) also, on Config.pm, changed paths “$Self->{Home} = > '/opt/otrs’” to “$Self->{Home} = 'C:/PROGRA~1/OTRS/OTRS';” and > “$Self->{'LogModule::LogFile'} = '/var/log/otrs.log';” to > “$Self->{'LogModule::LogFile'} = 'C:/PROGRA~1/OTRS/OTRS/var/log/otrs.log';” > > x) try to turn OTRS Services back on – Error message comes > up > > If I then drop the 2.2.5 live database, reload the 2.4.4 database, turn OTRS > Services off, restore the original 2.4.4 otrs/otrs directory, there is then > no problem turning OTRS Services back on and logging in to 2.4..4. > > Clearly there is something about the database import it doesn't like - any > ideas? > > Thanks a million > > Lev > > P.S. I originally sent this request under the previous thread I was involved > with but it hasn't appeared so I have sent it again under a slightly > different thread title. My apologies therefore if this appears twice!! > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists..otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Re: [otrs] otrs-fetching mails from mail server
by Karthick B 17 Sep '09

17 Sep '09

HI Rory Am working in RHEL 5.3 and otrs also installed on the same machine On Thu, Sep 17, 2009 at 7:02 AM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. otrs-fetching mails from mail server (Karthick B) > 2. Re: otrs-fetching mails from mail server (Rory) > 3. Couple of questions on Notifications (Gustavo Montes) > 4. Tr : Can't solve : Panic, no user data found > (olivier.villegente(a)sic.nc) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 16 Sep 2009 21:17:17 +0530 > From: Karthick B <bkarthick4u(a)gmail.com> > Subject: [otrs] otrs-fetching mails from mail server > To: otrs(a)otrs.org > Message-ID: > <844c48950909160847w1e6aa5ado6d350a09a4f36143(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > HI > I'm new to otrs.i have installed otrs and configured.everything is working > fine.i can able to fetch the mails from mail server via postmastermail > account. > now i want to fetch the mail for every minute. > i read the otrs doccument.but i can't understand..can any1 tell me how to > do..pls tell me which file to edit and which service should i start so i > can > fetch my mails for every minute. > > > > -- > Regards, > B.Karthick. >

2 1

fetchmail job error
by hpsbigcat 17 Sep '09

17 Sep '09

Hi All, I‘m using OTRS 2.4.4 on Centos5.2. I'v setup PostMasterMailbox.pl to fetch mail every 1 minute and works fine before today. But now, the system did not fetch the mail until I run "PostMasterMailbox.pl -f 1" to force recive them. And I found some logs as : [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running (sample.company.com/21426) Have someone to help me -- Hpstiger

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Customer Notification Events: French characters truncated
by Mohamed-Amine Kadimi 17 Sep '09

17 Sep '09

Hello OTRS guys I'm using OTRS 2.4.4 and I had to update my Ticket.pm file to resolve this bug (events notifications not sent): http://bugs.otrs.org/show_bug.cgi?id=4257 But after updating Ticket.pm, french characters (é à ...) are getting truncated from notification messages -answer messages works proprely-. Maybe there is a problem with the charset of the file. Mohamed Amine Kadimi http://www.casafire.com _________________________________________________________________ Share your memories online with anyone you want. http://www.microsoft.com/middleeast/windows/windowslive/products/photos-sha…

2 2

Re: [otrs] SpellChecker not visible
by Martin Edenhofer 17 Sep '09

17 Sep '09

Hi Felix, Felix Kratzer wrote: > Hey… > > I do not see that SpellCheckerIcon that is described below even so all > settings are set to “use spell checker” > > Does anybody have a clue? Did you modify Kernel/Output/HTML/Standard/RichTextEditor.dtl ? Take care that you are using it from OTRS 2.4.4 (# $Id: RichTextEditor.dtl,v 1.20 2009/08/26 $). PS: If you created your own theme, just copy your modified files in there. All files from Standard theme will be used as fallback if not available in your own theme. > Felix -Martin

2 1

Tr : Can't solve : Panic, no user data found
by olivier.villegente＠sic.nc 17 Sep '09

17 Sep '09

I have read http://doc.otrs.org/2.4/en/html/x1885.html#configuration-agent-auth-backend… one more time and finally find the answer ! Thanks, _____________________ Olivier VILLEGENTE Administrateur système & réseau Société Immobilière de Nouvelle-Calédonie Tél : (687) 28.03.78 Fax : (687) 28.43.56 e-Mail : olivier.villegente(a)sic.nc ----- Réacheminé par olivier villegente/SIC le 17/09/2009 12:29 ----- olivier villegente/SIC 17/09/2009 12:11 A otrs(a)otrs.org cc Objet Can't solve : Panic, no user data found Hi, I have browse google and OTRS site but I don't see how to solve my problem. Heaven if it seems that others people already have it. I can login like a customer without problem but when I try to log like an agent, I have this error : "Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid". I use OTRS 2.4.4. I join a copy of my Config.pm. Please help ! Regards, _____________________ Olivier VILLEGENTE Administrateur système & réseau Société Immobilière de Nouvelle-Calédonie Tél : (687) 28.03.78 Fax : (687) 28.43.56 e-Mail : olivier.villegente(a)sic.nc

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Can't solve : Panic, no user data found
by olivier.villegente＠sic.nc 17 Sep '09

17 Sep '09

Hi, I have browse google and OTRS site but I don't see how to solve my problem. Heaven if it seems that others people already have it. I can login like a customer without problem but when I try to log like an agent, I have this error : "Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid". I use OTRS 2.4.4. I join a copy of my Config.pm. Please help ! Regards, _____________________ Olivier VILLEGENTE Administrateur système & réseau Société Immobilière de Nouvelle-Calédonie Tél : (687) 28.03.78 Fax : (687) 28.43.56 e-Mail : olivier.villegente(a)sic.nc

1 0

Couple of questions on Notifications
by Gustavo Montes 16 Sep '09

16 Sep '09

Hey, I have a few questions regarding setting up notifications on OTRS (2.4.4). I see in the Admin section two different sections for notifications: "[Notification]" and "[Notification (Event)]": 1. What is te main difference between these two options? When are the notifications from "[Notification]" section activated/triggered? 2. Can I use HTML to format the notifications sent from the "[Notification (Event)]" section? If so, should I turn it on somewhere? 3. When setting up a notification in "[Notification (Event)]" for the event ArticleCreate can I use RegEx to specify a criteria in the fields "Subject match" and "Body match"? I've been trying to setup some events to achieve the following: - Notify a group (of agents) when a customer send a follow up note to an existing ticket - Also notify a groups of agents when a particular agent sends an answer to the customer (so everyone is on the loop of the communication) I tried setting up an notification for the event "ArticleCreate" or "ArticleSend" but this same event is triggered regardless of who sends it (customer or agent) and I'm not sure how to identify this in order to change the notification message accordingly. Any help on this questions is greatly appreciated. Regards, Gustavo

1 0

otrs-fetching mails from mail server
by Karthick B 16 Sep '09

16 Sep '09

HI I'm new to otrs.i have installed otrs and configured.everything is working fine.i can able to fetch the mails from mail server via postmastermail account. now i want to fetch the mail for every minute. i read the otrs doccument.but i can't understand..can any1 tell me how to do..pls tell me which file to edit and which service should i start so i can fetch my mails for every minute. -- Regards, B.Karthick.

2 1

Re: [otrs] SpellChecker not visible
by Gustavo Montes 16 Sep '09

16 Sep '09

Felix, I still have the same problem, but I have disabled it for now. I'll let you know if i find something on my side. Regards, Gustavo On Wed, Sep 16, 2009 at 9:32 AM, Felix Kratzer <felix.kratzer(a)brandmaker.com > wrote: > Hey… > > I do not see that SpellCheckerIcon that is described below even so all > settings are set to “use spell checker” > > > > Does anybody have a clue? > > > > Felix > > > > *Von:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *Im Auftrag > von *Michiel Beijen > *Gesendet:* Donnerstag, 10. September 2009 08:28 > *An:* User questions and discussions about OTRS. > *Betreff:* Re: [otrs] SpellChecker not visible > > > > Hi Gustavo, > > > If you'd use the Rich Text editor, starting from 2.4.4 the spell checker > from the editor will be used; it is the rightmost button in the top > navigation bar, with the letters "ABC" and a green checkmark, see the > picture below: > [image: https://dl.getdropbox.com/u/222532/otrs-spell-check-icon-rte.png] > > This spell checker still uses aspell/ispell as the dictionary, just as in > previous OTRS versions. > > Regards, > > Michiel > > On Wed, Sep 9, 2009 at 7:51 PM, Gustavo Montes <gustavo.montes(a)gmail.com> > wrote: > > Hello, > > > > I'm trying to enable the SpellChecker when composing answers to tickets. > I > > made the change in the SysConfig section under "Core::SpellChecker" I > > changed "SpellChecker" from "No" to "Yes". The problem is that still I do > > not see any option to do spell checking when composing answers. Am I > missing > > something here? > > > > Thanks in advance, > > Gustavo > > > > ~~~~~~~~~~~~~~~~~ > > OTRS version 2.4.4 > > > > --------------------------------------------------------------------- > > 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

SpellChecker not visible
by Gustavo Montes 16 Sep '09

16 Sep '09

Hello, I'm trying to enable the SpellChecker when composing answers to tickets. I made the change in the SysConfig section under "Core::SpellChecker" I changed "SpellChecker" from "No" to "Yes". The problem is that still I do not see any option to do spell checking when composing answers. Am I missing something here? Thanks in advance, Gustavo ~~~~~~~~~~~~~~~~~ OTRS version 2.4.4

3 3

Filtering tickets
by ivannt＠datatek.rs 16 Sep '09

16 Sep '09

Hi, I'm using latest version of OTRS and have problem filtering tickets created using customer web interface. What I'm trying to get is: a) customer can pick only one queue from to field (it's a parent queue of all other queues), and tickets are then filtered into correspoding queue associatied with user/group *or* b) customer can pick/see only queue associated to his account/group and tickets are filtered according to that. Right now, using web interface, users can see only parent queue, but all tickets are going to that parent queue not sub-queues associated with user/group. If users create new ticket by sending mail, tickets are filtered correctly according to settings in PostMaster filter. Thanks.

2 1

Internet Explorer characters not displayed properly
by Bastien Leblanc 16 Sep '09

16 Sep '09

Hi all, We upgrade to 2.4.4, and we have an issue on HTML mails with special characters (accents - in french are displayed like this: Ã© instead of é for example). This issue is only reproductible in Internet Explorer (6 or 7) On Firefox (display is correct): <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 3.2//EN"> <HTML> <HEAD> <TITLE>Remontée serveur </TITLE> </HEAD> <BODY>          On Internet Explorer(display is not correct): <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 3.2//EN"> <HTML> <HEAD> <TITLE>RemontÃ©e serveur </TITLE> </HEAD> <BODY>          Have you any idea how to solve it? I search bug database, but with no success. What is strange is the message "Converted from text/plain format", does it means that Text Email are converted to HTML? NB: no using Firefox is not an option, because the browser is not allowed here... Thanks, Bastien.

1 0

Unicode mail encoding problems
by Rupp Timo 16 Sep '09

16 Sep '09

Hi, my OTRS in running in ISO 8859-15 mode. I have currently problems with Mails, sent in multibyte encoding i.e. UTF-8. See the two code examples below. The ISO mail will be displayed perfectly in the GUI, the UTF-8 mails transforms to something like this: auml = Ã€ / ouml = Ã¶ (instead of auml = ä / ouml = ö) OTRS 2.4.4 / Mail fetch via IMAP Any suggestions? Would be a great favour to our agents ;-) Thx. -Timo ----> UTF-8 Test <---- From: Test <info(a)mydomain.com> To: OtrsMail01Test <OtrsMail01Test(a)myseconddomain.com> Date: Wed, 16 Sep 2009 09:23:56 +0200 Subject: =?utf-8?B?VGVzdCBVVEYtOCBbVGVzdCBvdW1sPcO2IC8gYXVtbD3DpF0=?= Thread-Topic: =?utf-8?B?VGVzdCBVVEYtOCBbVGVzdCBvdW1sPcO2IC8gYXVtbD3DpF0=?= Thread-Index: Aco2nqqYRLr2DFcFR6S688HrqbuxMA== Message-ID: <4AB0928C.4040208(a)mydomain.com> Accept-Language: de-DE Content-Language: de-DE Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: base64 MIME-Version: 1.0 W1Rlc3Qgb3VtbD3DtiAvIGF1bWw9w6RdDQo= ----> ISO 8859-15 Test <---- 1Mnor6-0002nJ-2j; Wed, 16 Sep 2009 09:23:08 +0200 From: Test <info(a)mydomain.com> To: OtrsMail01Test <OtrsMail01Test(a)myseconddomain.com> Date: Wed, 16 Sep 2009 09:23:08 +0200 Subject: =?iso-8859-15?Q?Test_ISO8859-15_[Test_ouml=3D=F6_/_auml=3D=E4]?= Thread-Topic: =?iso-8859-15?Q?Test_ISO8859-15_[Test_ouml=3D=F6_/_auml=3D=E4]?= Thread-Index: Aco2novZqzhsBr1vSmuR+KkOJfJF4Q== Message-ID: <4AB0925C.9030000(a)mydomain.com> Accept-Language: de-DE Content-Language: de-DE Content-Type: text/plain; charset="iso-8859-15" Content-Transfer-Encoding: quoted-printable MIME-Version: 1.0 [Test ouml=3D=F6 / auml=3D=E4]

2 1

Time accounting module
by Jon Williams 16 Sep '09

16 Sep '09

I'm playing around with the new version of OTRS and just stumbled across the time accounting module / feature. Is this fully functional yet? I looked through the manual and didn't see any mention of how to use it. Is there any documentation that references this? This is something we are very interested in. With our current version of OTRS we are manually tabulating time per ticket for each technician.

2 1

Closed tickets in "Locked Tickets" view
by Pete 15 Sep '09

15 Sep '09

Hi, being a newbie in OTRS and not being abble to find the answer i want to ask why when i select my "Locked Tickets" View i also see tickets that have already been closed ? I'm Usind OTRS 2.2.7 on Debian 5 Thanks -- Pete

4 6

missing customer user
by Brian Klapchar 15 Sep '09

15 Sep '09

We've recently upgraded to OTRS version 2.3.4 Our (internal) users login at customer.pl and are able to authenticate 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 them in the list when I click Customer User <-> Groups so that I can add them to a group. I've tried running the sync- ldap2db.pl script and it seems to run - its hard to tell because I don't get any messages at all. Does anybody know why these users are missing and how to correct it? Thanks in advance. -Brian

1 0

Query_Cache_Size
by Marretta, Rosanna 15 Sep '09

15 Sep '09

Hi, I am getting this error, can somebody please tell me where I need to set this, it is installed on Linux server. The setting "query_cache_size" should be used, you will get improvements up to 30 % of speed - critical Thanks

2 4

Max_Allowed_Packet
by Marretta, Rosanna 15 Sep '09

15 Sep '09

Hi, Can somebody please tell me how to adjust the max_allowed_packet setting please for MySQL, it is currently set to 0MB and I need to change it to 8MB Thanks Rosanna

4 6

otrs queue related problem
by Karthick B 15 Sep '09

15 Sep '09

Hi all i have a queue called agent which belong to x group.now i want to create a sub queue for the already created queue.and it should belong to different group ,say y group. is it possible ???? moreover i want to see the newly created sub queue under queue if this is possible means tell me guyz..how to do ??? thanks a lot On Tue, Sep 15, 2009 at 6:42 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. faq on 2.4.4 (Bianchi, Giordano) > 2. Max_Allowed_Packet (Marretta, Rosanna) > 3. Re: Max_Allowed_Packet (Marco Vannini) > 4. otrs : agent moving a ticket to sub queue (Karthick B) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 15 Sep 2009 14:53:43 +0200 > From: "Bianchi, Giordano" <GioBianchi(a)gop.it> > Subject: [otrs] faq on 2.4.4 > To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> > Message-ID: <7F79F3787C2CD811932F000BCDF162CB08251D47@MAILMILANO2> > Content-Type: text/plain; charset="us-ascii" > > Hello OTRS users, > > I'm having some problems trying to get the FAQ module to work on OTRS > 2.4.4. > > The install went fine, it created the faq and faq_admin groups and I can > see > the icon on the toolbar. I've added my user to both the faq and faq_admin > group with full permissions, but when I try to add categories or even > create > a faq it tells me "Access Denied" with the message "insufficient > permissions". Nothing useful shows up in the log. Any ideas on how to get > it > working? did I miss a step? Already tried logging out and back in, > restarting apache and otrs. > > Thanks, > > Giordano >

1 0

otrs problem in moving ticket to sub queue
by Karthick B 15 Sep '09

15 Sep '09

HI all My company has a help desk with the queue called Agent , where the agent recieves all the ticket throughmails.depending upon the problem he sholuld transfer the ticket to other queue(department) this is my concept. so i created a Sub queue under queue(Agent) my subqueue is the department.when the agent log in to the otrs and when he tries to move the ticket ,there is NO subqueue(department) coming up under queue(agent) queue and sub queue are belong to diff group. On Tue, Sep 15, 2009 at 5:30 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: fetchmail job error (Rory) > 2. Re: Problem generating Notifications for Escalations > (Kaul, Sunjay) > 3. use "X-Envelope-To" header insted of "to" header (Rupp Timo) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 15 Sep 2009 10:45:13 +0100 > From: Rory <rclerkin(a)gmail.com> > Subject: Re: [otrs] fetchmail job error > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <78a1e3790909150245h66184610v6a7ffe9f86d6652f(a)mail.gmail.com> > Content-Type: text/plain; charset=windows-1252 > > It sounds like the process hung when it was running. > Check your running processes and see if it is there and how long it > has been running. > > Rory > > Support my 365 Challenge in aid of the Irish Cancer Society > > www.365challenge.ie > > > > 2009/9/15 hpsbigcat <hpsbigcat(a)gmail.com>: > > Hi All, > > > > ?? I?m using OTRS 2.4.4 on Centos5.2.? I'v setup PostMasterMailbox.pl to > > fetch mail every 1 minute and works fine before today.? But now, the > system > > did not fetch the mail until I run "PostMasterMailbox.pl -f 1" to force > > recive them.? And I found some logs as : > > ? [Notice][Kernel::System::PID::PIDCreate] Can't create PID > > PostMasterMailbox, because it's already running ( > sample.company.com/21426) > > > > ? Have someone to help me > > -- > > Hpstiger > > > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > > > > ------------------------------ > > Message: 2 > Date: Tue, 15 Sep 2009 15:41:18 +0530 > From: "Kaul, Sunjay" <sunjay.kaul(a)capgemini.com> > Subject: Re: [otrs] Problem generating Notifications for Escalations > To: "otrs(a)otrs.org" <otrs(a)otrs.org> > Message-ID: > < > BB3F9F1BC3CCC945A025F27BD55A30D21A97029FB1(a)PUNEXCMS02.corp.capgemini.com> > > Content-Type: text/plain; charset="us-ascii" > > Hi, > I am using OTRS 2.4.4 with ITSM. > I have configured a queue and created a Service. The Service has an > associated SLA which is set as: > First Response: 10 min > Update: 20 min > Solution: 30 min > Customers are mapped with the Service. > > I have uncommented the Example code in GenericAgent file which generates > the Escalation notifications and the entry in the crontab reads: > */2 * * * * $HOME/bin/GenericAgent.pl >> /dev/null > > I get the notifications when the First Response time has crossed 10 minutes > (both the Escalation warning as well as the actual Escalation). After this, > I go and create a response and the update SLA resets which makes sense to > me. However, that is where my problem starts, even though, the SLA time > keeps updating, there are no more notifications. Even if I update the > ticket, I still get no notification for Solution time SLA violation. I don't > understand where I am going wrong. > Has anybody else faced this problem earlier, appreciate help > > Thanks, > Sunjay > > </PRE>This > message contains information that may be privileged or confidential and is > the property of the Capgemini Group. It is intended only for the person to > whom it is addressed. If you are not the intended recipient, you are not > authorized to read, print, retain, copy, disseminate, distribute, or use > this message or any part thereof. If you receive this message in error, > please notify the sender immediately and delete all copies of this > message.<PRE> >

1 0

otrs : agent moving a ticket to sub queue
by Karthick B 15 Sep '09

15 Sep '09

Hi all My company has a help desk with the queue called Agent , where the agent recieves all the ticket throughmails.depending upon the problem he sholuld transfer the ticket to other queue(department) this is my concept. so i created a Sub queue under queue(Agent) my subqueue is the department.when the agent log in to the otrs and when he tries to move the ticket ,there is subqueue(department) coming up under queue(agent) queue and sub queue are belong to diff group. On Tue, Sep 15, 2009 at 5:30 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: fetchmail job error (Rory) > 2. Re: Problem generating Notifications for Escalations > (Kaul, Sunjay) > 3. use "X-Envelope-To" header insted of "to" header (Rupp Timo) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 15 Sep 2009 10:45:13 +0100 > From: Rory <rclerkin(a)gmail.com> > Subject: Re: [otrs] fetchmail job error > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <78a1e3790909150245h66184610v6a7ffe9f86d6652f(a)mail.gmail.com> > Content-Type: text/plain; charset=windows-1252 > > It sounds like the process hung when it was running. > Check your running processes and see if it is there and how long it > has been running. > > Rory > > Support my 365 Challenge in aid of the Irish Cancer Society > > www.365challenge.ie > > > > 2009/9/15 hpsbigcat <hpsbigcat(a)gmail.com>: > > Hi All, > > > > ?? I?m using OTRS 2.4.4 on Centos5.2.? I'v setup PostMasterMailbox.pl to > > fetch mail every 1 minute and works fine before today.? But now, the > system > > did not fetch the mail until I run "PostMasterMailbox.pl -f 1" to force > > recive them.? And I found some logs as : > > ? [Notice][Kernel::System::PID::PIDCreate] Can't create PID > > PostMasterMailbox, because it's already running ( > sample.company.com/21426) > > > > ? Have someone to help me > > -- > > Hpstiger > > > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > > > > ------------------------------ > > Message: 2 > Date: Tue, 15 Sep 2009 15:41:18 +0530 > From: "Kaul, Sunjay" <sunjay.kaul(a)capgemini.com> > Subject: Re: [otrs] Problem generating Notifications for Escalations > To: "otrs(a)otrs.org" <otrs(a)otrs.org> > Message-ID: > < > BB3F9F1BC3CCC945A025F27BD55A30D21A97029FB1(a)PUNEXCMS02.corp.capgemini.com> > > Content-Type: text/plain; charset="us-ascii" > > Hi, > I am using OTRS 2.4.4 with ITSM. > I have configured a queue and created a Service. The Service has an > associated SLA which is set as: > First Response: 10 min > Update: 20 min > Solution: 30 min > Customers are mapped with the Service. > > I have uncommented the Example code in GenericAgent file which generates > the Escalation notifications and the entry in the crontab reads: > */2 * * * * $HOME/bin/GenericAgent.pl >> /dev/null > > I get the notifications when the First Response time has crossed 10 minutes > (both the Escalation warning as well as the actual Escalation). After this, > I go and create a response and the update SLA resets which makes sense to > me. However, that is where my problem starts, even though, the SLA time > keeps updating, there are no more notifications. Even if I update the > ticket, I still get no notification for Solution time SLA violation. I don't > understand where I am going wrong. > Has anybody else faced this problem earlier, appreciate help > > Thanks, > Sunjay > > </PRE>This > message contains information that may be privileged or confidential and is > the property of the Capgemini Group. It is intended only for the person to > whom it is addressed. If you are not the intended recipient, you are not > authorized to read, print, retain, copy, disseminate, distribute, or use > this message or any part thereof. If you receive this message in error, > please notify the sender immediately and delete all copies of this > message.<PRE> >

1 0

faq on 2.4.4
by Bianchi, Giordano 15 Sep '09

15 Sep '09

Hello OTRS users, I'm having some problems trying to get the FAQ module to work on OTRS 2.4.4. The install went fine, it created the faq and faq_admin groups and I can see the icon on the toolbar. I've added my user to both the faq and faq_admin group with full permissions, but when I try to add categories or even create a faq it tells me "Access Denied" with the message "insufficient permissions". Nothing useful shows up in the log. Any ideas on how to get it working? did I miss a step? Already tried logging out and back in, restarting apache and otrs. Thanks, Giordano

1 0

use "X-Envelope-To" header insted of "to" header
by Rupp Timo 15 Sep '09

15 Sep '09

Hi, our MS Exchange server thinks it's funny to rewrite all "to" headers to the mailbox's default mail address. However, I want to see the orinigal target of a mail in OTRS. The original "to" is transported in a header named "X-Envelope-To". I fetch my mail via IMAP oder POP3. How can I configure OTRS to use the "X-Envelope-To" instead of the "to" header? Thx. Timo Rupp

1 0

Re: [otrs] Problem generating Notifications for Escalations
by Kaul, Sunjay 15 Sep '09

15 Sep '09

Hi, I am using OTRS 2.4.4 with ITSM. I have configured a queue and created a Service. The Service has an associated SLA which is set as: First Response: 10 min Update: 20 min Solution: 30 min Customers are mapped with the Service. I have uncommented the Example code in GenericAgent file which generates the Escalation notifications and the entry in the crontab reads: */2 * * * * $HOME/bin/GenericAgent.pl >> /dev/null I get the notifications when the First Response time has crossed 10 minutes (both the Escalation warning as well as the actual Escalation). After this, I go and create a response and the update SLA resets which makes sense to me. However, that is where my problem starts, even though, the SLA time keeps updating, there are no more notifications. Even if I update the ticket, I still get no notification for Solution time SLA violation. I don't understand where I am going wrong. Has anybody else faced this problem earlier, appreciate help Thanks, Sunjay </PRE>This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.<PRE>

1 0

Ticket Ordering by Reply or Update
by Jesse Hartel 15 Sep '09

15 Sep '09

Hey Everyone, I have a quick question. I want to have the Queueview sorted by last reply of the ticket, not the original ticket age. I ran a SQL statement of SELECT * FROM ticket st ORDER BY change_time desc and it brought up the results ordered how I want them to be. How do I implement this into OTRS for the default queue view? I am somewhat familiar with PERL so just a step in the right direction would be helpful! Thanks Everyone! CONFIDENTIALITY AND PRIVILEGE NOTICE This e-mail from Nova Financial & Investment Corporation dba Nova Home Loans contains confidential information intended only for the addressee(s). Information in or attached to it may be privileged, confidential or protected by law. If you are not the addressee (or a person responsible for delivering this transmission to the addressee) you are strictly prohibited from reading, copying, disseminating or distributing it. If you have received this e-mail in error please notify Nova Home Loans by replying to this message or calling Nova Home Loans at 1-800-955-9125 then delete it and any attachments from your system and destroy any print outs you may have made. Thank you.

1 0

Merge tickets with Customer
by Hien HUYNH HUU 14 Sep '09

14 Sep '09

Dear all, I used merge for new ticket with the old ticket. But the customer can't see old ticket . I want to let new customer can see their answer in the old ticket when their ticket is merged. Please help me to solve this issue . Best regards, Huu Hien

2 1

begginers question - what ticket locking is?
by Grzegorz Marszałek 14 Sep '09

14 Sep '09

Hello, I'm begginer in otrs, moving from request tracker. I have problems with concept of locking tickets - what it is for? how typical workflow with locking should be? It seems that locked tickets "disappears" from queue and only person who locked it can see it. It's not what I need (or I think it's not :) - I want all agents see all tickets, and especially bosses of agnet to see what's going on with all tickets. Cheers --- Grzegorz Marszałek graf0(a)post.pl

4 4

Respond to ticket without becoming the owner
by Glossop, Andrew 14 Sep '09

14 Sep '09

Sometimes it's useful to be able to respond to a customer's ticket, when an agent didn't give a complete answer, or if I think more info is needed. But when I do, I then become the owner. If the ticket is already open, I want the agent to remain as the owner so that they continue to assist the customer. Is it possible to leave the owner the same? Kind Regards, Andrew Glossop

1 0

Re: [otrs] otrs:problem in recieving mail
by Karthick B 14 Sep '09

14 Sep '09

HI Kovacs Krisztian thanks for your reply I configured PostMasterMail account .when i run the script i'm getting the following errors. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Sep 14 06:43:21 2009 Message: POP3: Auth for user support/10.20.30.7 failed! Traceback (9050): Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: Kernel::Modules::AdminMailAccount::Run (v1.7) Line: 62 Module: main::Fetch (v1.9) Line:180 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 Module: ./bin/PostMasterMailbox.pl(v1.9)Line:94 On Mon, Sep 14, 2009 at 5:09 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: otrs:problem in recieving mail (Kovacs Krisztian) > 2. Re: Fw: perl migration script help (Emily Flynn) > 3. begginers question - what ticket locking is? (Grzegorz Marsza?ek) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 14 Sep 2009 13:28:34 +0200 > From: Kovacs Krisztian <kovacs.krisztian(a)generalmedia.hu> > Subject: Re: [otrs] otrs:problem in recieving mail > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <662695859.20090914132834(a)generalmedia.hu> > Content-Type: text/plain; charset=iso-8859-1 > > > You don't need fetchmail for OTRS!!! > (You can use it, but it's nothing to do with OTRS.) > Just use the built-in mail account feature of OTRS. > > eg. Use the data which your internet provider is given to you. > > And please, don't include the whole dialy digest in your mail ! > > Greets > Krisz > > --------- > HI all/ > i have installed otrs sucessfully.and i have a mail server with real > domain. i want to fetch the mail from that domain. so i configured > PostMasterMailAccount i have give the username and password of my mail > server > TYPE:POP3 > username:support > password:****** > Host:10.20.30.7 > now as per the doccument i copied the .fetchmailrc.dist to .fetclmail.rc > poll 10.20.30.7 protocol POP3 user support password ***** is sujeet > then i set the file permission as chmod 710 .fetchmailrc. > > when i execute fetchmail -a command it showing error as > fetchmail:no mailservers has been specified > pls help me... > am literally going mad because of this .... > my domain is :lifespring.in and sujeet is a user in otrs and he belongs > to a queue(Agent) he has admin rights also` > > when people sends mail to support(a)lifespring.in using fetchmail i should > fetch that mails and it should comes to otrs user(sujeet) . > > > > > > > ------------------------------ > > Message: 2 > Date: Mon, 14 Sep 2009 12:29:46 +0100 > From: Emily Flynn <emily.flynn(a)zurichbank.com> > Subject: Re: [otrs] Fw: perl migration script help > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > < > OF25E43C81.EC22723F-ON80257631.003ED8D5-80257631.003F266B(a)email.zurich.com > > > > Content-Type: text/plain; charset="iso-8859-1" > > Many thanks for your help Rory... silly I should have thought of trying > that. > > Got it working using command line anyways, thanks again! > > > > > > From: > Rory <rclerkin(a)gmail.com> > To: > "User questions and discussions about OTRS." <otrs(a)otrs.org> > Date: > 11/09/2009 18:59 > Subject: > Re: [otrs] Fw: perl migration script help > Sent by: > otrs-bounces(a)otrs.org > > > > MySQL thinks the DBUpdate-to-2.4.pl is an sql file and is trying to > run it as such. Its not qsl rho so that's why you're getting the > "error in you SQL syntax" response. You need to run the file from the > command line. > Try this, > > perl DBUpdate-to-2.4.pl > > You might need to use the full path to the perl.exe if its not in your > path. > Once that's run log back into your mysql and run the > DBUpdate-to-2.4-post.mysql.sql the same as the first .sql script. > Hopefully that will get the DB updated for you. > > Rory > > Support my 365 Challenge in aid of the Irish Cancer Society > > www.365challenge.ie > > > 2009/9/11 Emily Flynn <emily.flynn(a)zurichbank.com> > > > > Hiya, > > > > Thanks a million for your reply.. I'm still having a problem and I > suspect it is to do with something else. Here is what I input into MySQL > Query Browser, logged in as root to otrs: > > > > use otrs; > > source "C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl"; > > > > and this is what I get no matter what I type in.. > > > > You have an error in your SQL syntax; check the manual that corresponds > to your MySQL server version for the right syntax to use near "'C:\Program > Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl'" at line 1 > > > > I have tried a couple of variations on the code but still no luck :( > > > > Emily > > > > > > > > > > > > From: Rory <rclerkin(a)gmail.com> > > To: > > "User questions and discussions about OTRS." <otrs(a)otrs.org> > > Date: 11/09/2009 14:45 > > Subject: Re: [otrs] Fw: perl migration script help > > Sent by: otrs-bounces(a)otrs.org > > ________________________________ > > > > > > Hi, > > > > Yes, $HOME_OTRS should be the full path to the OTRS directory. On my > > windows machine this is C:\Program Files\OTRS\OTRS > > You could either use quotation marks around the entire path e.g. > > source "C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.mysql.sql"; > > > > The perl script should run just fine as you have to have a perl > > interpreter to run otrs in the first place. > > I'm not sure if it will work on Windows tho as I think the upgrade > > scripts were written for Linux based machines. > > > > Take it easy, > > Rory > > > > Support my 365 Challenge in aid of the Irish Cancer Society > > > > www.365challenge.ie > > > > > > 2009/9/11 Emily Flynn <emily.flynn(a)zurichbank.com> > > > > > > Sorry, just bumping this... really need the help! > > > ________________________________ > > > > > > > > > > > > Hiya, > > > > > > Sorry I'm doing this on an XP box just to test the upgrade process... > prod box is on Windows Server 2003. > > > > > > I am using MySQL Query Browser to run these scripts, I log into it > using root, and then I can browse to the actual SQL script to run that and > that is ok... > > > > > > But as far as the Perl script goes, I don't know what to do with that > as MySQL Query Browser won't run Perl... and I have no Perl experience so > am really not sure how to go about it! > > > > > > On a side... below where you write source > $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; do you mean me to paste that > directly into the browser or do I amend $HOME_OTRS to the actual path, and > if so, what it the best way to write this, i.e, the 'program files' bit? > > > > > > Apologies for my silly questions and thanks. > > > > > > Emily > > > > > > > > > > > > > > > MMoj(a)timocom.com > > > Sent by: otrs-bounces(a)otrs.org > > > > > > 09/09/2009 17:55 > > > > > > Please respond to > > > "User questions and discussions about OTRS." <otrs(a)otrs.org> > > > > > > To > > > "User questions and discussions about OTRS." <otrs(a)otrs.org> > > > cc > > > Subject > > > Re: [otrs] perl migration script help > > > > > > > > > > > > > > > > > > > > > Hey, > > > > > > just login into your mysql as 'root' and then do the following. > > > > > > use otrs; > > > > > > source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; > > > > > > source $HOME_OTRS/scripts/DBUpdate-to-2.4.pl; > > > Here you?ll get some error?s just ignore them and go on with the > following command. > > > > > > source $HOME_OTRS/scripts/DBUpdate-to-2.4-post.mysql.sql; > > > > > > Then you can quit from mysql and restart the services. Now just login > into your OTRS System with an administrators account, go to the Admin > panel and click on the sysconfig. > > > > > > Have fun ;) > > > > > > Mit freundlichen Gr??en / Kind regards > > > Markus Moj > > > IT Infrastructure & Services > > > > > > TimoCom Soft- und Hardware GmbH > > > In der Steele 2 > > > D-40599 D?sseldorf > > > Tel: +49 211 88 26 80 14 > > > Fax: +49 211 88 26 70 14 > > > eMail: MMoj(a)TimoCom.com > > > www.TimoCom.com > > > Gesch?ftsf?hrer: Jens Thiermann, Gunther Matzaitis > > > Amtsgericht D?sseldorf, HRB 34489 > > > > > > Emily Flynn ---09.09.2009 18:48:07---Hello! I am trying to upgrade > from 2.3.4 to 2.4.3, and I'm a bit lost on what to > > > From: > > > Emily Flynn <emily.flynn(a)zurichbank.com> > > > To: > > > otrs(a)otrs.org > > > Date: > > > 09.09.2009 18:48 > > > Subject: > > > [otrs] perl migration script help > > > Sent by: > > > otrs-bounces(a)otrs.org > > > > > > ________________________________ > > > > > > > > > > > > Hello! > > > > > > I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what > to do for running the perl migration script > > > > > > > > http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&Subaction=Print&Categor… > > > > > > > I have MySQL Tools installed and so have used MySQL Admin to backup > and restore, and MySQL Query Browser to run the first upgrade script > (DBUpdate-to-2.4.mysql.sql ). I am not sure how to run the Perl migration > script, can someone please give me a couple of pointers? > > > > > > Thanks in advance > > > > > > > Emily--------------------------------------------------------------------- > > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > > Archive: http://lists.otrs.org/pipermail/otrs > > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > > http://www.otrs.com/en/support/enterprise-subscription/ > > > --------------------------------------------------------------------- > > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > > Archive: http://lists.otrs.org/pipermail/otrs > > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- > > > OTRS mailing list: otrs - Webpage: > > > http://otrs.org/ > > > Archive: http://lists.otrs.org/pipermail/otrs > > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > > http://www.otrs.com/en/support/enterprise-subscription/ > > > > > > --------------------------------------------------------------------- > > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > > Archive: http://lists.otrs.org/pipermail/otrs > > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > > http://www.otrs.com/en/support/enterprise-subscription/ > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > > > > > > > --------------------------------------------------------------------- > > 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

Fw: perl migration script help
by Emily Flynn 14 Sep '09

14 Sep '09

Sorry, just bumping this... really need the help! Hiya, Sorry I'm doing this on an XP box just to test the upgrade process... prod box is on Windows Server 2003. I am using MySQL Query Browser to run these scripts, I log into it using root, and then I can browse to the actual SQL script to run that and that is ok... But as far as the Perl script goes, I don't know what to do with that as MySQL Query Browser won't run Perl... and I have no Perl experience so am really not sure how to go about it! On a side... below where you write source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; do you mean me to paste that directly into the browser or do I amend $HOME_OTRS to the actual path, and if so, what it the best way to write this, i.e, the 'program files' bit? Apologies for my silly questions and thanks. Emily MMoj(a)timocom.com Sent by: otrs-bounces(a)otrs.org 09/09/2009 17:55 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> To "User questions and discussions about OTRS." <otrs(a)otrs.org> cc Subject Re: [otrs] perl migration script help Hey, just login into your mysql as 'root' and then do the following. use otrs; source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; source $HOME_OTRS/scripts/DBUpdate-to-2.4.pl; Here you´ll get some error´s just ignore them and go on with the following command. source $HOME_OTRS/scripts/DBUpdate-to-2.4-post.mysql.sql; Then you can quit from mysql and restart the services. Now just login into your OTRS System with an administrators account, go to the Admin panel and click on the sysconfig. Have fun ;) 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 Emily Flynn ---09.09.2009 18:48:07---Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to From: Emily Flynn <emily.flynn(a)zurichbank.com> To: otrs(a)otrs.org Date: 09.09.2009 18:48 Subject: [otrs] perl migration script help Sent by: otrs-bounces(a)otrs.org Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to do for running the perl migration script http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&Subaction=Print&Categor… I have MySQL Tools installed and so have used MySQL Admin to backup and restore, and MySQL Query Browser to run the first upgrade script ( DBUpdate-to-2.4.mysql.sql ). I am not sure how to run the Perl migration script, can someone please give me a couple of pointers? Thanks in advance Emily--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

2 5

otrs:problem in recieving mail
by Karthick B 14 Sep '09

14 Sep '09

HI all/ i have installed otrs sucessfully.and i have a mail server with real domain. i want to fetch the mail from that domain. so i configured PostMasterMailAccount i have give the username and password of my mail server TYPE:POP3 username:support password:****** Host:10.20.30.7 now as per the doccument i copied the .fetchmailrc.dist to .fetclmail.rc poll 10.20.30.7 protocol POP3 user support password ***** is sujeet then i set the file permission as chmod 710 .fetchmailrc. when i execute fetchmail -a command it showing error as fetchmail:no mailservers has been specified pls help me... am literally going mad because of this .... my domain is :lifespring.in and sujeet is a user in otrs and he belongs to a queue(Agent) he has admin rights also` when people sends mail to support(a)lifespring.in using fetchmail i should fetch that mails and it should comes to otrs user(sujeet) . On Mon, Sep 14, 2009 at 1:18 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: extrange error installing opennms plugin (Michiel Beijen) > 2. Re: extrange error installing opennms plugin (Aquiles Cohen) > 3. Re: otrs-incoming mails from mail server are not storing in > orts database (Kovacs Krisztian) > 4. Error: After Upgrade from 2.3.4 to 2.4.4 -> Event based > Notification does not work (MMoj(a)timocom.com) > 5. Merge tickets with Customer (Hien HUYNH HUU) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sun, 13 Sep 2009 21:55:46 +0200 > From: Michiel Beijen <mb(a)otrs.org> > Subject: Re: [otrs] extrange error installing opennms plugin > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <9eda38a40909131255t3156c89bmbd227f3fec5d0823(a)mail.gmail.com> > Content-Type: text/plain; charset=UTF-8 > > Hi Aquiles, > > How have you installed those modules? > If you'd do it via the CPAN it **might** be that you have installed > them for the 'current user' only so they would not be accessible for > the web server user. > > Please do the CPAN install only as 'root' or use your systems' > package manager. > > Regards, > > Michiel > > On Sun, Sep 13, 2009 at 12:50 AM, Aquiles Cohen <aqcohen(a)gmail.com> wrote: > > hi, i?m having troubles installing the opennms plugin in otrs. > > > > my otrs version es 2.4.4 with itsm 1.3.1 > > > > i tried this using all package manager options. > > > > from local files and from online repo. allways got the same error. > > > > i installed the opennms 1.1.0 plugin downloaded from sf.net, and i all > is > > ok. but when i try to upgrade to opennms 1.1.1 show me the same error as > > before install 1.1.0 from online repo. > > > > this is the error. > > > > Error: Sorry, can't install package, because module SOAP::Lite v0.1 is > > required and not[..] > > > > ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Sat Sep 12 17:45:49 2009 > > > > Message: Sorry, can't install package, because module SOAP::Lite v0.1 is > > required and not installed! > > > > Traceback (20293): > > ?? 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: > > > ModPerl::ROOT::ModPerl::Registry::usr_share_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 > > > > > > the most strange is that i have install the SOAP:Lite and SOAP::DateTime > > modules . i cheched the system using otrs.CheckModules script but it's > seem > > that all is ok. but OTRS show me ahead error.? i restart remove the > modules > > and installed again but it don't work.? Any clues? > > > > > > ?o CGI............................ok (v3.47) > > ?? o Date::Pcalc....................ok (v1.2) > > ?? o Date::Format...................ok (v2.22) > > ?? o DBI............................ok (v1.607) > > ?? o DBD::mysql.....................ok (v4.008) > > ?? o Digest::MD5....................ok (v2.36_01) > > ?? o Crypt::PasswdMD5...............ok (v1.3) > > ?? o LWP::UserAgent.................ok (v5.819) > > ?? o Encode::HanExtra...............ok (v0.23) > > ?? o IO::Scalar.....................ok (v2.110) > > ?? o IO::Wrap.......................ok (v2.110) > > ?? o MIME::Base64...................ok (v3.07_01) > > ?? o Mail::Internet.................ok (v2.04) > > ?? o MIME::Tools....................ok (v5.427) > > ?? o Net::DNS.......................ok (v0.63) > > ?? o Net::POP3......................ok (v2.29) > > ?? o Mail::POP3Client...............ok (v2.18 ) > > ????? o IO::Socket::SSL.............ok (v1.18) > > ?? o Net::IMAP::Simple..............ok (v1.17) > > ????? o Net::IMAP::Simple::SSL......ok (v1.3) > > ?? o Net::SMTP......................ok (v2.31) > > ????? o Authen::SASL................ok (v2.12) > > ????? o Net::SMTP::SSL..............ok (v1.01) > > ?? o Net::LDAP......................ok (v0.39) > > ?? 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......................failed!!! Version 0.72.003 not > > supported! This version is broken and not useable, please upgrade to a > > higher version! > > ?? o SOAP::Lite.....................ok (v0.710.08) > > ?? o XML::Parser....................ok (v2.36) > > > > > > > > Aquiles Cohen.- > > > > Homepage : http://aqcohen.blogspot.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/ > > > > > ------------------------------ > > Message: 2 > Date: Sun, 13 Sep 2009 19:53:07 -0500 > From: Aquiles Cohen <aqcohen(a)gmail.com> > Subject: Re: [otrs] extrange error installing opennms plugin > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <7290f0a60909131753l1005d2b0r98a48e39a5c9790b(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > i tried the two forms. the system its running ubuntu. with cpan i > installed > using root. my otrs install is runnning as otrs user and www-data group. > > Aquiles Cohen.- > > Homepage : http://aqcohen.blogspot.com > > > On Sun, Sep 13, 2009 at 2:55 PM, Michiel Beijen <mb(a)otrs.org> wrote: > > > Hi Aquiles, > > > > How have you installed those modules? > > If you'd do it via the CPAN it **might** be that you have installed > > them for the 'current user' only so they would not be accessible for > > the web server user. > > > > Please do the CPAN install only as 'root' or use your systems' > > package manager. > > > > Regards, > > > > Michiel > > > > On Sun, Sep 13, 2009 at 12:50 AM, Aquiles Cohen <aqcohen(a)gmail.com> > wrote: > > > hi, i?m having troubles installing the opennms plugin in otrs. > > > > > > my otrs version es 2.4.4 with itsm 1.3.1 > > > > > > i tried this using all package manager options. > > > > > > from local files and from online repo. allways got the same error. > > > > > > i installed the opennms 1.1.0 plugin downloaded from sf.net, and i all > > is > > > ok. but when i try to upgrade to opennms 1.1.1 show me the same error > as > > > before install 1.1.0 from online repo. > > > > > > this is the error. > > > > > > Error: Sorry, can't install package, because module SOAP::Lite v0.1 is > > > required and not[..] > > > > > > ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Sat Sep 12 17:45:49 > 2009 > > > > > > Message: Sorry, can't install package, because module SOAP::Lite v0.1 > is > > > required and not installed! > > > > > > Traceback (20293): > > > 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: > > > > > > ModPerl::ROOT::ModPerl::Registry::usr_share_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 > > > > > > > > > the most strange is that i have install the SOAP:Lite and > SOAP::DateTime > > > modules . i cheched the system using otrs.CheckModules script but it's > > seem > > > that all is ok. but OTRS show me ahead error. i restart remove the > > modules > > > and installed again but it don't work. Any clues? > > > > > > > > > o CGI............................ok (v3.47) > > > o Date::Pcalc....................ok (v1.2) > > > o Date::Format...................ok (v2.22) > > > o DBI............................ok (v1.607) > > > o DBD::mysql.....................ok (v4.008) > > > o Digest::MD5....................ok (v2.36_01) > > > o Crypt::PasswdMD5...............ok (v1.3) > > > o LWP::UserAgent.................ok (v5.819) > > > o Encode::HanExtra...............ok (v0.23) > > > o IO::Scalar.....................ok (v2.110) > > > o IO::Wrap.......................ok (v2.110) > > > o MIME::Base64...................ok (v3.07_01) > > > o Mail::Internet.................ok (v2.04) > > > o MIME::Tools....................ok (v5.427) > > > o Net::DNS.......................ok (v0.63) > > > o Net::POP3......................ok (v2.29) > > > o Mail::POP3Client...............ok (v2.18 ) > > > o IO::Socket::SSL.............ok (v1.18) > > > o Net::IMAP::Simple..............ok (v1.17) > > > o Net::IMAP::Simple::SSL......ok (v1.3) > > > o Net::SMTP......................ok (v2.31) > > > o Authen::SASL................ok (v2.12) > > > o Net::SMTP::SSL..............ok (v1.01) > > > o Net::LDAP......................ok (v0.39) > > > 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......................failed!!! Version 0.72.003 not > > > supported! This version is broken and not useable, please upgrade to a > > > higher version! > > > o SOAP::Lite.....................ok (v0.710.08) > > > o XML::Parser....................ok (v2.36) > > > > > > > > > > > > Aquiles Cohen.- > > > > > > Homepage : http://aqcohen.blogspot.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/ > > > > > --------------------------------------------------------------------- > > 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

How to set responsible for e-mail ticket
by MMoj＠timocom.com 14 Sep '09

14 Sep '09

Hello, I have a question, is there a possibility to manually set the responsible of a e-mail ticket in otrs 2.4.4? Our user helpdesk is advised to set the responsible technican as a ticket is statet in our ticket system, but this feature is missing. I don´t know how to enable a drop down menu or something to enable this feature. Can someone help me out ;) 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

Forward a ticket - default is to close the ticket
by Glossop, Andrew 14 Sep '09

14 Sep '09

is it possible to change this behaviour. when I forward a ticket, I almost always don't want to close the ticket. is there a configuration option to change this, or do I need to hack the code? Kind Regards, Andrew Glossop

1 0

Multiple email addresses for a customer
by Glossop, Andrew 14 Sep '09

14 Sep '09

Is it possible to have multiple email addresses for a customer? Either that, or be able to specify a different ReplyTo email address. I want to be able to answer tickets from an automated system. Our ERP system generates emails, which are received by OTRS. When we respond to the ticket, the response needs to go to a human though. I tried using postmaster filter to assign the CustomerID, but that didn't work. Maybe there's a trick to enabling postmaster filtering. At the moment I'm using generic agent to move queue, and change the CustomerID. That works. But when agents answer the ticket, the reply goes to the ERP system. Is there a way to correct that, or force the system to reply to the customer? Kind Regards, Andrew Glossop

1 0

Error: After Upgrade from 2.3.4 to 2.4.4 -> Event based Notification does not work
by MMoj＠timocom.com 14 Sep '09

14 Sep '09

Hey, I have a problem with my OTRS 2.4.4. I had a test system running with otrs 2.4.3 and event based notifications. No problems in this version. After that I updated my production system with the otrs 2.4.4 version. Now I have a problem, cause the event based notification does´t work for me. I discussed this issue in the german otrs list and the only event which is working for me and for some other ppl ist the 'TicketCreate' event. Can anybody held me out with a work around to get the event based notifications to work? 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 1

Dashboard showing closed tickets
by Glossop, Andrew 14 Sep '09

14 Sep '09

On the dashboard, escalated tickets show old tickets that have been merged. The parent ticket has been closed, so it should not be seen. I don't know if this is a bug since upgrading to 2.4.4, or from a configuration change. Anyone else seen something like this? Also, the time shows up as hours instead of days. example: 342508 hours :( Kind Regards, Andrew Glossop

1 0

otrs-incoming mails from mail server are not storing in orts database
by Karthick B 14 Sep '09

14 Sep '09

HI am using otrs 2.4 I configured smtp server and using fetchmail i'm, trying to fetch mail from mail server.as result am fetching mail from mail server,but i dont know where that mails are storing,its not storing in otrs database also..anyone can provide me the solution. -- Regards, B.Karthick.

2 1

extrange error installing opennms plugin
by Aquiles Cohen 14 Sep '09

14 Sep '09

hi, i´m having troubles installing the opennms plugin in otrs. my otrs version es 2.4.4 with itsm 1.3.1 i tried this using all package manager options. from local files and from online repo. allways got the same error. i installed the opennms 1.1.0 plugin downloaded from sf.net, and i all is ok. but when i try to upgrade to opennms 1.1.1 show me the same error as before install 1.1.0 from online repo. this is the error. Error: Sorry, can't install package, because module SOAP::Lite v0.1 is required and not[..] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Sat Sep 12 17:45:49 2009 Message: Sorry, can't install package, because module SOAP::Lite v0.1 is required and not installed! Traceback (20293): 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: ModPerl::ROOT::ModPerl::Registry::usr_share_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 <http://helpdesk.unimagdalena.edu.co/otrs/index.pl?Action=AdminPackageManage…> the most strange is that i have install the SOAP:Lite and SOAP::DateTime modules . i cheched the system using otrs.CheckModules script but it's seem that all is ok. but OTRS show me ahead error. i restart remove the modules and installed again but it don't work. Any clues? o CGI............................ok (v3.47) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.607) o DBD::mysql.....................ok (v4.008) o Digest::MD5....................ok (v2.36_01) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.819) o Encode::HanExtra...............ok (v0.23) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07_01) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.63) o Net::POP3......................ok (v2.29) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.18) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::SMTP::SSL..............ok (v1.01) o Net::LDAP......................ok (v0.39) 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......................failed!!! Version 0.72.003 not supported! This version is broken and not useable, please upgrade to a higher version! o SOAP::Lite.....................ok (v0.710.08) o XML::Parser....................ok (v2.36) Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

2 2

Content Manager Package
by Patrick Schulz 11 Sep '09

11 Sep '09

Hi there, does anybody know anything about the further development plans of the content manager package? Cheers, Patrick -------------------------------------------------------------- iBrams ∙ Integrated Brand Management Solution: http://www.ibrams.com/ mailto:p.schulz@ibrams.com, phone: +49 (0) 69 405 66 93 51 Geschäftsführer: Andreas Michalski - AG Frankfurt, HRA 44435, Sitz Frankfurt

1 0

FW: FAQ Public Interface language
by Rui Castro 11 Sep '09

11 Sep '09

Hello, I just installed the FAQ module. When I use the Agent Interface everything is in the english language, but when I use the Public interface the categories and RSS are in portuguese. How can I change the public interface to the english language? I have already been looking in the System Configuration and even in the Standard Customer dtl files, but was unable to have all sentences in English. Thanks and best regards, Rui ------------ nonius_logo Rui Castro ● Director NoniusSoft – Software e Consultoria para Telecomunicações, S. A. Rua Actor Ferreira da Silva, 100 ● 4200 – 298 Porto ● Portugal Tel.: +351 22 030 15 30 ● Fax: +351 22 030 15 21 rc(a)noniussoftware.com ● http://www.noniussoftware.com <http://www.noniussoftware.com/>

2 1

ticket search
by Alessandro d'Ambrosio 11 Sep '09

11 Sep '09

Hi, I would like to search a ticket by other customer client information (not only by ticket nr., title, customer ID ) like phone number, a field I added. How can I enable this option in agent search ticket page? Thank you very much Alessandro

2 1

customer user group
by Alessandro d'Ambrosio 11 Sep '09

11 Sep '09

How can i display the customer user group in the Agent ticket details page? Thank you very much Alessandro

2 1

Using Microsoft Exchange Address Book with OTRS
by Mazli Mohamad 11 Sep '09

11 Sep '09

Hi, Is there any way to use Microsoft Exchange Address Book with OTRS during composing/replying email? thanks mazli

2 1

Add Spam link to all tickets
by Danie Theron 11 Sep '09

11 Sep '09

Hi , I know there is a "Spam" link if you click on the 'Zoom" link on a ticket. Is there a way to add this Spam link to the default view of each ticket. I tried searching the list archive and came up with this (below) , but I suspect that it's for the earlier version of OTRS and does not seem to work. First prize would be to use in conjunction with the Bulk feature. So you bulk select your spam tickets and just click the Spam link somewhere in the Main Queue View and it moves all those tickets to the SPAM Queue. Fairly new to OTRS so please be patient ;) Hi Mark, > > On Tue, Feb 18, 2003 at 09:14:54AM +0100, Mark N. wrote: > > > Would it be possible to make a button/link (next to the Lock, Zoom, > > Close, etc. buttons) in the Queue view, that would move a ticket to > > the Junk queue (or maybe delete it)? We get a lot of spam in some of > > our queues and it takes time to close all those tickets :( > > > > Any better ideas? > > Yes, you could do this: > > a) add a delete queue (and memorize the queue_id) > > b) add a "delete" link to the dtl-template, e. g. >Kernel/Output/HTML/Standard/TicketView.dtl > [...] > <a >href="$Env{"Baselink"}Action=AgentMove&TicketID=$Data{"TicketID"}&DestQ ueueID=1" >onmouseover="window.status='$Text{"Zoom"}'; return true;" >onmouseout="window.status='';">$Text{"Delete"}</a> - > [...] > > replace the DestQueueID=x param with your delete queue_id Danie Theron Systems Administrator Verpakt Management Services +2711 253 9611 danie(a)verpakt.com

2 1

Warning: Sorry, you need to be the owner to do this action!
by Glossop, Andrew 11 Sep '09

11 Sep '09

I can't merge tickets that are new (owner is root@otrs). I have admin rights, so why can't I do this? IS there a configuration option to allow this? Kind Regards, Andrew Glossop

2 2

FW: Funny Apache Errors..
by Doug Hall 11 Sep '09

11 Sep '09

Further to yesterdays email about it wanting to down load the .pl files, every morning I have to run these commands... /opt/otrs/bin/SetPermissions.pl --otrs-user=otrs --web-user=www-data /opt/otrs chmod 777 /opt/otrs/var/tmp/ -R chmod 777 /opt/otrs/var/article/ -R service apache2 restart Any ideas why?? From: Doug Hall Sent: 10 September 2009 11:08 To: 'otrs(a)otrs.org' Subject: Funny Apache Errors.. OTRS = Good times.! Installed it about 18 months ago, and has been used full on since.. Database is now 2.2Gb.. The server it WAS on was struggling a little. Now I created a monster server with shed loads of space, power and memory.. Installed Ubuntu 9.04 server, Apache2 with Mod_Perl etc etc.. reinstalled otrs 2.4.4, and move the DB across.. Now I have these few niggly problems.. Sometimes, randomly, when browsing to http://helpdesk/otrs/index.pl/public.pl/customer.pl, it attempts to download the .pl file instead.. Also, I am constantly getting these errors in the apache2 error.log:- [Thu Sep 10 10:56:28 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1559 Millions of them... Any help clearing up the niggles will be most appreciated.. Thanks in advance.. ________________________________________ Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 259 954 +44 (0)7966 343 084 dhall(a)com2com.com Committed 2 Communications Ltd 7th Floor, Whitefriars. Lewins Mead. Bristol. BS1 2NT. UK *** PLEASE NOTE CHANGE OF ADDRESS FROM 19th SEPTEMBER 2009 *** 2nd Floor, The Pithay. Bristol. BS1 2HZ. UK General Web +44 (0)1179 303 450 http://www.com2com.com NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 7th Floor, Whitefriars, Lewins Mead, Bristol BS1 2NT, United Kingdom Registered In England, Registered Trading Number: 06458746

3 2

Add more than 16 freetext fields
by Ser Iulian Armenta 11 Sep '09

11 Sep '09

Hi I wonder if is posible to add more freetext field to OTRS, I know we have 16, but I need more. Can any one point me to the right direction. Thanks. --- Ser Iulián Armenta Legorreta. Calidad Zentrum.

2 1

Importing/Exporting FAQs
by Calderwood Brigitte 11 Sep '09

11 Sep '09

Hello, Has anyone figured out how to import FAQs from an older version of OTRS, v:2.0.6 into OTRS v:2.4.3?? Any help would be appreciated. Thanks! -- Brigitte Calderwood HDI Certified Support Center Manager ______________________________ Helpdesk Manager LESD Technology Department calderwood(a)lesd.k12.az.us 623.547.1509 http://www.lesd.k12.az.us/webpages/itdepartment/ "It has become appallingly obvious that our technology has exceeded our humanity." Albert Einstein "We commit to deliver 'best-in-class' technology solutions and support to attain excellence of the District Community by being a customer-focused, highly skilled, and agile Technology Department."

2 2

perl migration script help
by Emily Flynn 10 Sep '09

10 Sep '09

Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to do for running the perl migration script http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&Subaction=Print&Categor… I have MySQL Tools installed and so have used MySQL Admin to backup and restore, and MySQL Query Browser to run the first upgrade script ( DBUpdate-to-2.4.mysql.sql ). I am not sure how to run the Perl migration script, can someone please give me a couple of pointers? Thanks in advance Emily

3 3

Customer notification of added note
by David Holder 10 Sep '09

10 Sep '09

Hi Everyone, If my interpretation is right, when I add a note to a ticket I get two options, Note-Internal and Note-External, I assume that Note-Internal is used for agents only, and Note-External is used for customers and is therefore visible via the customer logon. What I would like to do is when I add a note to a ticket, the contents are sent to the customer of that ticket via e-mail. Does anyone know how I should go about this? Thanks, David

2 4

OTRS 2.4.4 -> Send notification on ticket close to customer with agent note, possible?
by MMoj＠timocom.com 10 Sep '09

10 Sep '09

Hey People, I have a question how to solve a problem with the new Version of OTRS. The System was migrated from OTRS Version 2.3.4 to the newest one, yesterday. Now some customers are complaining that they do not get a notification with the comment of the last agent whom closed the ticket. I thought I could enable this by adding Notification on Event but it does not work the way I want it to. I do not want to klick on a link to answer the Ticket, just want to close it, in the status bar and what I write in the Body should be sent to the customer. Is there a way to do it, or can it only be done by clicking on the "Answer" link or what ever you wanna call it? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

1 0

Funny Apache Errors..
by Doug Hall 10 Sep '09

10 Sep '09

OTRS = Good times.! Installed it about 18 months ago, and has been used full on since.. Database is now 2.2Gb.. The server it WAS on was struggling a little. Now I created a monster server with shed loads of space, power and memory.. Installed Ubuntu 9.04 server, Apache2 with Mod_Perl etc etc.. reinstalled otrs 2.4.4, and move the DB across.. Now I have these few niggly problems.. Sometimes, randomly, when browsing to http://helpdesk/otrs/index.pl/public.pl/customer.pl, it attempts to download the .pl file instead.. Also, I am constantly getting these errors in the apache2 error.log:- [Thu Sep 10 10:56:28 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1559 Millions of them... Any help clearing up the niggles will be most appreciated.. Thanks in advance.. ________________________________ Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 259 954 +44 (0)7966 343 084 dhall(a)com2com.com<mailto:dhall@com2com.com> Committed 2 Communications Ltd 7th Floor, Whitefriars. Lewins Mead. Bristol. BS1 2NT. UK *** PLEASE NOTE CHANGE OF ADDRESS FROM 19th SEPTEMBER 2009 *** 2nd Floor, The Pithay. Bristol. BS1 2HZ. UK General Web +44 (0)1179 303 450 http://www.com2com.com<http://www.com2com.com/> ________________________________ NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 7th Floor, Whitefriars, Lewins Mead, Bristol BS1 2NT, United Kingdom Registered In England, Registered Trading Number: 06458746

1 0

Kernel::Output::HTML::LayoutAJAX::JSONQuote
by Glossop, Andrew 10 Sep '09

10 Sep '09

logs show a new error: ][Error][Kernel::Output::HTML::LayoutAJAX::JSONQuote][212] Need Data! anyone know what this might mean? Kind Regards, Andrew Glossop

1 0

how to view all locked tickets ?
by Alexander Halle 10 Sep '09

10 Sep '09

Hi, I search a more convenient way to see all locked tickets. At the moment we use a search template to show all open tickets, then we change to the small view and then we sort by lock status. But unfortunately one can't use the lock state as a search criterion. Workflow : - 1 queue <-> n agents - on average < 30 tickets - on average < 10 locked tickets Situation 1 : We get a user call and want to know if the problem was already reported by another user. (Later we would solve this by assigning tickets to a unique service or device id.) Situation 2 : We want to see how much tickets each agent has locked to balance the work. Can someone give a hint how to extend the search mask or how to create a appropriate search template ? Or has someone even achieved to create a virtual queue or something like this which consists of all locked tickets. I'm sorry, this exceeds my little perl and SQL knowledge so I can't solve this problem by myself at the moment. Regards Alexander Halle -- 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

2 3

multilanguage support
by Kovacs Krisztian 10 Sep '09

10 Sep '09

Hi! I'm looking for an easy way to create multilanguage (auto)responses, signatures, Salutations, etc ... Is it possible easily? Thanks Chros

1 0

Re: [otrs] Bulk Customer Email
by Kovacs Krisztian 10 Sep '09

10 Sep '09

On the "Ticket Bulk Action" page, there's a "Note type:" parameter which has a "note-external" value ... (At least in otrs-2.4.4-win-installer-2.0.4.exe, which I am experimenting with :) ) Hoping you have meant this feature ... Greets Krisz > Hi > > I was wondering if there is a way of sending a bulk email to > specifically selected tickets? We are planning create a new queue that > is a beta request for software. However there will be people we do not > wish to participate so we will select them and send a bulk email telling > them that the have been unsuccessful. The present bulk action option > would be great as we could tick the ones we don't want and send a > note....however there is no option to send externally.....is this the > case or am I missing something? Most of these people will not be logged > as customers in the database. > > Cheers > > Jason

2 2

organizing the system for a customer gate frontend
by Kovacs Krisztian 10 Sep '09

10 Sep '09

Hi, dear list members! I'm new to this list (and to the OTRS system :) ). I'm a beginner programmer at a company, and my first job to set up an OTRS with a front-end, like this (sorry, it's in hungarian, but it's not a problem): http://ugyfelkapu.hotdog.hu/ At the beginning, OTRS must handle users only from 1 domain (eg. foo.hu) (later from more domain): So as we see on the mentioned URL, there are predefined: - categories (1. textbox) (eg: registration, login, ...) - subcategories (2. textbox) - under registration: eg: can't login, want to delete myself, ... - under login: password, email address, ... - and sub-subcategories :) The tickets (aprrox. 100-200 email/day) will be handled by only 1 or two agents. How should I set up the OTRS to include all categories in it? How many email address should I use? How many queues should I use? As much as categories (and subs and subs-subs) are ???? The original idea of mine was that the frontend will pull these categories from the database of the OTRS ... :) But it seems too many queues ... Thanks for your answers and your time ! Greets Krisztian

2 2

Automatically update Config Item Incident State
by Arthur de Pauw 10 Sep '09

10 Sep '09

Hello list! We're running OTRS with ITSM which works fine so far. We've added Config Items, which each have an Current Incident State. I'm interested in setting this state by using the SystemMonitoring package. Currently, the SystemMonitoring package already receives and processes mails from our monitoring system. It creates tickets already, but I haven't been able to find a way to set the Incident State of a CI. I thought about posting it to the ITSM mailing list as well, but I think in the end it's probably more of a thing for the GenericAgent or the SystemMonitoring package then that it is for the ITSM module. Thanks in advance, Arthur

1 0

Spanish comunity for OTRS
by Gustavo Azambuja 10 Sep '09

10 Sep '09

In my blog, many Spanish users has commented or asking for help. So, I create one forum to help this people and help OTRS project. If you speak Spanish, and can help, please, post some thing in forum to create a knowledge base. Send this to any user of OTRS in Spanish. OTRS Spanish Comunity - http://soporte-es.co.cc -- Gustavo Azambuja - Linux User: 275813 http://www.twitter.com/gazambuja

2 1

PostMaster Filter
by Gustavo Montes 09 Sep '09

09 Sep '09

Hello, I'm trying to setup a PostMaster Filter but somehow the filter is not working. This is what I'm trying to achieve: - Change the Article Type from "email-external" which is the default to "email-internal" depending on who is sending/receiving the email. This is the way I setup the filter: ---------------------------------------------------------------- Stop after match: No MATCH Header 1 --> To Value --> EMAILADDRESS:email@company.com <EMAILADDRESS%3Aemail(a)company.com> SET Header 1 --> X-OTRS-Article Type Value --> email-internal ---------------------------------------------------------------- The email is always logged as "external-email" regardless of the filter I setup. Do you have any idea and why would a filter not work? Or should I do anything in the configuration enable filters? Thanks, Gustavo

3 3

OTRS Training.
by Shawn Beasley 09 Sep '09

09 Sep '09

Dear List (in case not known), In order to help answer some of the daily questions that are found in the lists. I have taken it upon myself to do some demonstrations of everyday tasks. These are free to watch, download, and criticizes ;) Please have fun watching. http://www.youtube.com/user/diginin1974 -- Shawn Beasley shawn(a)otrs.org Computers make work that one would not have without them go faster!

3 2

how to see all open tickets assigned to me?
by Alan McKay 09 Sep '09

09 Sep '09

OK, we are in production - and oddly enough I never looked into this before. It is not obvious to me (or anyone else) how to see all open tickets assigned to me! That should be in the dashboard, no? How can I add it there? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

2 2

WYSIWYG broken in Safari
by Lars Jørgensen 09 Sep '09

09 Sep '09

Hi, Sorry for dropping out of the group for so long, but things got hectic at the office. I'm currently testing out 2.4.4 and while it is a tremendous improvement in many areas, I have one glitch holding me back from upgrading our production environment. When you reply to a ticket using the new WYSIWYG editor in Safari (on Mac, haven't tested it on Windows), all quoted text is lost. You can see it in the editor, but it is not included in the mail that is actually sent out. Is this a known bug? -- Lars

2 2

A bit problem in the implementation
by Carlos Navarro 09 Sep '09

09 Sep '09

Hello People, We are using OTRS but we have some problems: Our company has people working in three countries. First of all that means we have three timezones, three different set of holidays and theree different bussiness hours. We need the system to reflect this situation, how do we do this if it's possible? Thanks in advance Carlos Navarro

2 1

POP3S Support in 2.4
by Daniel Powell 09 Sep '09

09 Sep '09

Hi, I'm setting up otrs for a client and they wish to have all email communication between otrs and their email server to use pop3s. I notice in the documentation that this is supported, however I cannot find any documentation on how to set this up. What I do see hints that pop3s should be an option in the type list in AdminMailAccount but it's not in the installation I am using. How does one set up POP3S? Have I done something wrong? Cheers, Dan _________________________________________________________________ Learn how to add other email accounts to Hotmail in 3 easy steps. http://clk.atdmt.com/UKM/go/167688463/direct/01/

2 1

OTRS 2.4.4 - Customer Notification Events
by Katta, Lokesh Katta Subramanyam 09 Sep '09

09 Sep '09

Hi All, We are facing strange issue when trying to setup Customer Notification Events in OTRS2.4.4. I am trying to setup the Customer Notification events for StateUpdate, Owner update and Move notifications as in 2.3.4 but notifications are not sent. However, when I set transaction flag to 0 for Notification Event Module, customer notifications are sent. I do not understand the importance of transaction flag but it looks like it is added with the OTRS 2.4.4 and was not present in the earlier version. Can anyone please explain if it is ok to change the transaction flag for Notification Event Module? Thanks and Regards, Lokesh

2 2

Calendar State Color Customization
by Darío Santos 09 Sep '09

09 Sep '09

Hi All, I'd like to customize Calendar Events State to include some new items like 'training', 'demo', 'visit' additionally to the defaults 'meeting', 'public', 'private', ... I could create the new items by editing AgentCalendar.pm But I cannot find how to modify the background colors they are shown on the Calendar grid OTRS v2.3.2 Dario Santos

1 0

ERROR: Need write permission in OTRS home
by Rodrigo Correa 09 Sep '09

09 Sep '09

Hello, I have a problem, some functions of my OTRS see. 2.4.4 works perfectly, but others do not, the error message is a Software error. The Dashboard is functioning normally, but the Package Manager displays this message. Software error: ERROR: Need write permission in OTRS home Try: $ OTRS_HOME / bin / SetPermissions.pl! Already SetPermssions.pl ran the script several times: ... / otrs #. / bin / SetPermissions.pl / opt / otrs I have no error when it runs. What can I doing this wrong? Here are the permissions that is in the <otrs>: User: otrs Group: www _________________________________________________________________ Você sabia que pode acessar o Messenger direto do seu Hotmail? Descubra como! http://www.microsoft.com/brasil/windows/windowslive/products/tutoriais.aspx

2 2

Error in chown 0 0 / opt / otrs / .procmailrc: No such file or directory
by Rodrigo Correa 08 Sep '09

08 Sep '09

Hello, I am having several errors after upgrading my OTRS 2.3.3 to 2.4.3. How do I resolve these cases? Believe it is a problem with permissions on folders. Already ran the SetPermissions.pl but there was an error: Error in chown 0 0 / opt / otrs / .procmailrc: No such file or directory Can't create directory '/opt/otrs/var/tmp/Cache//Dashboard': Permission denied Can't write '/opt/otrs/bin/check_permissons.28683': Permission denied Can't create directory '/opt/otrs/var/tmp/Cache//DashboardProductNotify': Permission denied Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Can't write cache file /opt/otrs/var/tmp/SysConfig-Cache_Kernel_Config_Files_Ticket.xml-69d1cfc767c1751a0c59e5f354039d67.pm: Permission denied What may be happening? _________________________________________________________________ Acesse o Portal MSN do seu celular e se mantenha sempre atualizado. Clique aqui. http://www.windowslive.com.br/celular/home.asp?utm_source=MSN_Hotmail&utm_m…

2 1

Reports about the time a tiquete have open?
by Andre 08 Sep '09

08 Sep '09

Hi experts, I need to know if the OTRS already have stats about the time a ticket has open, or the longest ticket in queue? Regareds, -- André

1 0

Re: [otrs] Move data from live server to local version of OTRS
by Lev Davidovich 08 Sep '09

08 Sep '09

Thanks Rory - much appreciated! :-) ________________________________ From: Rory <rclerkin(a)gmail.com> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Tuesday, 8 September, 2009 16:28:48 Subject: Re: [otrs] Move data from live server to local version of OTRS Yes, it would still be best to install version 2.2.5 because you will still learn some things about upgrading from this version even if it is a different OS. If you have the same version software on each machine (mysql, apache and otrs) you minimise the impact that the different OS will have. There may still be some problems though. You should consider the VMware approach. Its a lot of extra work but cant give you a great test environment that you can reset again and again. http://www.vmware.com/products/server/ VMware Server 2 is free and (in case you don't know about it) will let you install linux on your windows XP machine. Have a look at some of the VMware Server documentation and see if you can get your head around the idea of how it sits together. If you did this you could have your linux install without having to get involved with what IT support. A linux install is a little daunting if its the first time you've done it but its not that difficult. If you want to go down that road then feel free to keep asking your linux questions in this thread and I'll answer what I can. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/8 Lev Davidovich <l.davidovich(a)yahoo.co.uk>: > Thanks a lot Rory and Stephan. > > My test machine is Windows and live is Linux. > > I am afraid it is not an option to install Linux on the test machine as it > is not supported by our IT department. > > Do you still think I should install the same version of OTRS as live (2.2.5) > on the test machine? > ________________________________ > From: Stephan Lang <Stephan.Lang(a)bockonline.de> > To: User questions and discussions about OTRS. <otrs(a)otrs.org> > Sent: Tuesday, 8 September, 2009 14:32:50 > Subject: Re: [otrs] Move data from live server to local version of OTRS > > Hi, > > I'd like to use VMware to test stuff. > In this case you could use VMware Converter to create a virtual copy of your > live server, but I haven't tried doing that with a Linux OS (what's your > live server OS btw.?). > With the live server duplicated and VMware snapshots you can test until > everything works and by pretty sure that the live server will act the same > way. > > > Yours sincerely > > p.p. Stephan Lang > System Administrator > > OTRS: 2.4.4 (rpm) and FAQ 1.6.4 > OS: openSUSE 10.3 no X > DB: MySQL 5.0.45 > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rory > Sent: Dienstag, 8. September 2009 15:22 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Move data from live server to local version of OTRS > > The link, > > ftp://ftp.otrs.org/pub/otrs/ > > Rory > > Support my 365 Challenge in aid of the Irish Cancer Society > > www.365challenge.ie > > > > 2009/9/8 Rory <rclerkin(a)gmail.com>: >> You can get the older versions from the FTP. >> If I remember you can do the install from the tar.gz file on windows. >> >> Rory >> >> Support my 365 Challenge in aid of the Irish Cancer Society >> >> www.365challenge.ie >> >> >> >> 2009/9/8 Lev Davidovich <l.davidovich(a)yahoo.co.uk>: >>> Actually I will be required to make a fresh install of OTRS on the >>> test machine ( a new Windows XP machine). >>> >>> Is it possible to install the same version of OTRS (2.2.5) as the >>> live version? All that seems available on the download page >>> (http://otrs.org/download) is the latest version (2.4.4). >>> >>> ________________________________ >>> From: Rory <rclerkin(a)gmail.com> >>> To: User questions and discussions about OTRS. <otrs(a)otrs.org> >>> Sent: Monday, 7 September, 2009 16:05:30 >>> Subject: Re: [otrs] Move data from live server to local version of >>> OTRS >>> >>> Hi Lev, >>> >>> I would suggest that you rebuild the test machine to the same version >>> as your production machine. Once done, dump the live database and >>> then import it to the test DB and copy over your configuration. Once >>> this is in place perform the upgrade procedure on the test machine >>> taking note of any steps you needed to do that were out of the >>> ordinary. It would be a good idea to isolate the machine on the >>> network so that you don't send out test spam to your clients as Lars >>> said. You could do that at the firewall or simply have a private >>> network between your machine and the server. >>> >>> Once you successfully complete the update process on your test box >>> you have your upgrade path. You can now be confident that you can >>> successfully upgrade your production server. >>> Once you have upgrade the production server to the same level as the >>> test server you are in a position to do some reliable backups, you >>> could even swap the servers if needed. >>> >>> For the DB backup, mysqldump is a very good tool but you will have >>> trouble if you try to use it the way you've described. You would have >>> to edit the dump file and delete all the data in the live database >>> after each backup. I can see it being very laborious. >>> >>> What you could do is this; >>> >>> 1. Create a second database on the test server i.e. otrs2 2. Dump the >>> current live database to the otrs2 database. >>> 3. Clear out the live database. >>> 4. Perform future dumps to the first test database. >>> >>> This way you will have a current backup of the production server and >>> a historical backup of the database that you can connect to if you >>> need to. >>> When the performance of the production server is degraded again you >>> could create a 3rd database on the test server and repeat the above >>> steps with it. This would leave you with a current production backup >>> and 2 historical backups. >>> >>> Its not a nice way of doing things but it would do what you were >>> looking for. >>> There's always the alternative of getting new hardware to run the >>> production server on :) >>> >>> I hope that helps, >>> Rory Clerkin >>> >>> >>> Support my 365 Challenge in aid of the Irish Cancer Society >>> >>> www.365challenge.ie >>> >>> >>> >>> 2009/9/7 Lev Davidovich <l.davidovich(a)yahoo.co.uk>: >>>> I see. >>>> >>>> So there is no way to, say, dump the data, import the dump into the >>>> backup, delete the backed up data from the live system and then >>>> import only the new data into the backup a few months later? >>>> >>>> ________________________________ >>>> From: Lars Monsees <l.monsees(a)atlantismedia.de> >>>> To: User questions and discussions about OTRS. <otrs(a)otrs.org> >>>> Sent: Monday, 7 September, 2009 14:49:26 >>>> Subject: Re: [otrs] Move data from live server to local version of >>>> OTRS >>>> >>>> Hi Lev, >>>> >>>>> Why is it not a good idea to do a dump every few months? Is it >>>>> because the whole process is very time consuming? Or are there too >>>>> many risks attached? >>>> >>>> depending on the size of your DB, it can be very time consuming. >>>> >>>> >>>>> Where can I find more information about replication? >>>> >>>> http://www.google.de/search?q=mysql+replication >>>> >>>> >>>> Lars >>>> >>>> -------------------------------------------------------------------- >>>> - OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>> Archive: http://lists.otrs.org/pipermail/otrs >>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>> >>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>>> http://www.otrs.com/en/support/enterprise-subscription/ >>>> >>>> >>>> -------------------------------------------------------------------- >>>> - OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>> Archive: http://lists.otrs.org/pipermail/otrs >>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>> >>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>>> http://www.otrs.com/en/support/enterprise-subscription/ >>>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> http://www.otrs.com/en/support/enterprise-subscription/ >>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> http://www.otrs.com/en/support/enterprise-subscription/ >>> >> > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > > Click > https://www.mailcontrol.com/sr/sBPqvpAAil!TndxI!oX7Uly+DeWq1tAPJEKTYxL8!t!e… > to report this email as spam. > ------------------------------------------------------------------------ > Bock 1 GmbH & Co. KG > An der Heide 17 > 92353 Postbauer-Heng > > Sitz: Postbauer-Heng > Amtsgericht Nuernberg, HRA 11 240 > pers. haft. Geschaeftsfuehrer: Hermann Bock > Bock 1 Verwaltungs GmbH > Sitz: Postbauer-Heng > Amtsgericht Nuernberg, HRB 93 10 > Geschaeftsfuehrer: Harald Meyer, Klaus Stepper > > Diese E-Mail enthaelt moeglicherweise vertrauliche und/oder rechtlich > geschuetzte Informationen. Wenn Sie nicht der richtige Adressat sind oder > diese E-Mail irrtuemlich erhalten haben, informieren Sie bitte sofort den > Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die > unbefugte Weitergabe dieser E-Mail ist nicht gestattet. > > This email may contain confidential and/or privileged information. If you > are not the intended recipient (or have received this email in error) please > notify the sender immediately and destroy this email. Any unauthorized > copying, disclosure or distribution of the material in this email is > strictly forbidden. > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

1 0

Move data from live server to local version of OTRS
by Lev Davidovich 08 Sep '09

08 Sep '09

Hiya we want to move the data from our live server to a local version of OTRS. For reasons of space/speed as well as to have a backup. Does anyone have any idea how to do this? Is there any documentation I could look at? Thanks Lev

4 16

Otrs ticketsystem transfer to other server
by Grzegorz Dajuk 08 Sep '09

08 Sep '09

Hello, I need, to transfer my acctual OTRS installation, to the new server. Previously the OS on the otrs machine was Debian. Now It's CentOS. Alternatively I can use tthe other Debian machine, but it's as a last resort. So.. what do you suggest, how to do it without problems? Mabe I need to do a new install of otrs, and rsync few files and the database? -- Regards Grzegorz Dajuk

5 9

How to patch OTRS
by Mohamed-Amine Kadimi 08 Sep '09

08 Sep '09

Hello I'd like to know the correct way to patch OTRS with the last minor version (e.g. 2.4.1 -> 2.4.4). The included help file only explains how to upgrade from 2.3 to 2.4 which requires database migration. Thanks all. Mohamed Amine Kadimi http://www.casafire.com _________________________________________________________________ Share your memories online with anyone you want. http://www.microsoft.com/middleeast/windows/windowslive/products/photos-sha…

1 1

Auto replies not sent
by Srg Pac 08 Sep '09

08 Sep '09

Hello, I'm having a problem with the auto replies in that they aren't being sent. The logs indicate that no auto reply was sent because the "*sender doesn't want a auto-response (e.g. loop or precedence header)".* Test messages sent to support@ourdomain are forwarded to otrs@ourdomain, where they are picked up by otrs and now have the "precedence: list" header. Is this the root of the problem and if so is there a way to force the sending of the replies? Cheers, SRG

2 1

"Apache" ownership of dtl files I am not permitted to edit
by Lev Davidovich 07 Sep '09

07 Sep '09

Hi I have lately been unable to edit some dtl files which I have edited before. Apparently this is because the onwership of the files is "Apache" (with "rw-r--r--" permissions) and only the superuser with root acces can edit them. Since I have edited these files before, I am at a loss to understand what has occurred - whether the ownership of those files has changed after I have edited them, or whether changes to the SysConfig front end changes the ownership of these files. Has anyone else experienced such unforeseen changes of file ownership/permissions and have a plausible explanation for why they might occur? And what I can possibly do about the situation - I need to edit some of those files! Many thanks Lev

1 0

SLA Notifications on OTRS 2.3.4 not working
by Kaul, Sunjay 07 Sep '09

07 Sep '09

Hi, I am evaluating OTRS 2.3.4 for my organization, I do not have ITSM I have configured Services and associated SLAs with them. I have also associated Customers with Services but still can't get the OTRS system to generate notifications on SLAs being breached. Could I be going wrong somewhere? I get notifications on creation, closure etc. Any help would be appreciated. Thanks & Regards, Sunjay </PRE>This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.<PRE>

1 0

Trouble with LDAP customer back-end and new ticket creation
by Mischa Capazario 07 Sep '09

07 Sep '09

Hi, I have just set up LDAP (Active Directory) back-end for customer users on OTRS. I can login fine using my credentials from active directory, the problem I am experiencing is that when using the LDAP back-end trying to create a new ticket from the customer.pl front-end results in long delays, in excess of a minute. These delays are experienced after clicking on the New Ticket button before the form appears and also on each refresh of the form when the drop-down lists are selected. Switching to the database back-end but maintaining the LDAP authentication fixes the problem. Using database back-end and authentication fixes the problem. There are no long delays on logging in or searching for customer users from the admin interface, so it does not seem to be any direct link with the speed of the LDAP server. I have not been able to find anything relating to this problem with google. I am using OTRS 2.4.4 with ITSM 1.3.1, although I experienced the same problem with earlier versions of OTRS 2.4.x. Has anybody experienced something similar. Any suggestions of where I should look to resolve this problem? Thanks, Mischa

1 0

OTRS SMTP/Smart Host Configuration and Sending Emails
by Sheela Venkatesan 07 Sep '09

07 Sep '09

Hi I have installed OTRS system on Windows XP and trying to send e-mail tickets from the OTRS system through the SMTP mail server But i am getting the following exception ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 7 14:57:56 2009 Message: SMTP authentication failed: 5355.7.3 Authentication unsuccessful. ! Enable Net::SMTP debug for more info! Traceback (1508): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 103 Module: Kernel::System::Email::Send (v1.64) Line: 683 Module: Kernel::System::Ticket::Article::ArticleSend (v1.230) Line: 2012 Module: Kernel::Modules::AgentTicketEmail::Run (v1.10) Line: 920 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_04Sep2009_OTRS_Installation_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 I have added the SMTP configuration as given below to OTRS\OTRS\Kernel\Config.pm # SendmailModule $Self->{"SendmailModule"} = "Kernel::System::Email::SMTP"; $Self->{"SendmailModule::Host"} = "mail.vsnlxchange.com"; $Self->{"SendmailModule::Port"} = "25"; $Self->{"SendmailModule::AuthUser"} = "user1(a)tataelxsi.co.in"; $Self->{"SendmailModule::AuthPassword"} = "123456"; $Self->{'SendmailNotificationEnvelopeFrom'} = 'user1(a)tataelxsi.co.in'; Can someone help me in finding why the exception is occuring regards Sheela

2 2

Upgrade 2.4.3 to 2.4.4
by David Holder 07 Sep '09

07 Sep '09

Hi Everyone, Simple question really, I've got OTRS 2.4.3 installed and wish to upgrade to 2.4.4, what is the procedure for this? I can see there are instructions for upgrading from previous versions (2.3.X) but not from 2.4. I have it installed on Fedora Core, although I'm a bit new to Linux. Is it a matter of doing a yum update (will this retain system settings?)/extracting files from the tarball? Thanks, David

4 3

giving access persmission to a customer user:
by murli 07 Sep '09

07 Sep '09

I want to set access permission for a customer user to see all the tickets created by other customer users in the company. How do I perform this? MurliManohar TenthPlanet

2 2

Customer Portal Help!
by Timothy J. Deerinck 05 Sep '09

05 Sep '09

Hello, I finally have everything setup, or at least I thought I did, for OTRS / ITSM. Everything is working as planned, except one thing! When a customer logs in to the portal, their tickets do not show! From the Agent dashboard, the ticket is there. If the ticket is zoomed, it shows all the proper information. When the Customer logs in, there are not tickets showing! Anyone know what I should check on this? Thanks very much ~Tim

3 7

FW: reg: importing incidents:
by murli 05 Sep '09

05 Sep '09

Do we have the below provision in OTRS? MurliManohar TenthPlanet _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of murli Sent: Friday, September 04, 2009 11:02 AM To: otrs(a)otrs.org Subject: [otrs] reg: importing incidents: Hi all, I have an incident log excel file in a defined template. I need to import the excel file in to OTRS. How to perform this in OTRS? Thanks, MurliManohar TenthPlanet

2 1

Deselect
by Timothy J. Deerinck 04 Sep '09

04 Sep '09

I have a quick question. When creating or modifying Notification Events, there are times a select is made and may need to be cleared. Say for instance, I click "Article Create" and then decide I don't want anything in that category. How does one remove any selections? I only see where you can select another option in that category, but no clear selection option. Does this exist anywhere, or am I missing a keystroke? Thanks, ~Tim

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Re: [otrs] Top Menu
by Richard Stockton 04 Sep '09

04 Sep '09

On 03.09.2009, at 03:50, Richard Stockton wrote: >> When I updated to 2.4.4 a couple of items appeared on the top >> menu that I don't think were there before. Now it looks like: >> >> Logout Dashboard Ticket FAQ Stats Customer Company Preferences Admin >> >> How can I remove the Customer and Company links? (We don't need >> them.) Martin Edenhofer kindly responded: > Hi Richard, > > normally Company should not be shown till company feature is enabled. > > Anyway, just go to admin -> SysConfig -> Group Framework -> > Frontend::Admin::ModuleRegistration > > Deactivate > o Frontend::Module###AdminCustomerUser > o Frontend::Module###AdminCustomerCompany > > Or just removed the "users" group to be able to access these modules. > > -Martin Hi Martin, That worked great, thanks very much! - Richard

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two OTRS installations?
by Mercator GmbH 04 Sep '09

04 Sep '09

Just a short question: I have a very old OTRS installation on my server, 1.3.2. Instead of updating it, which is a long process, can I install also a second installation of OTRS, the newest one, on the same server? Then I could gradually move some content from the old to the new version. thanks, marc

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OTRS Notification messages language
by Pete 04 Sep '09

04 Sep '09

Hi, i'm using OTRS 2.2.7 on Debian 5 and i'm having dificulties in selecting the right language for the notifications. The language i'm using is PT (portugal) but OTRS sends all notifications in English. For my web interface i have to select Portuguese in my preferences because although my browser has PT selected as the prefered language it always defaulted to PT_BR (Brasilian Portuguese). I went to the notifications options and for pt:: translated the notifications. Remembering about my problem with the web interface (defaulting to PT_BR) translated the notifications int the pt_BR:: language without results. Finally i had to translate the English) en::notifications. I would like to keep the English notifications and have OTRS select the right language for the user or agent. I can send all translations i have or will make, or corrections, to update OTRS just don't know where to send. Any hints on how to configure or solve this ? Thanks

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URGENT, got hacked! Where is index.pl?
by Mercator GmbH 04 Sep '09

04 Sep '09

I got hacked tonight and all my index.html and other index files are lost!! WHERE can I find the index.pl from OTRS? Is it saved somewhere else? In any directory? Or can I rebuild it? I have a very old version, 3.1.2 I think. Cannot check it right now, because I cannot access OTRS. Please help, this is urgent!! I need to have it back in order to work!! thanks, marc

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Top Menu
by Richard Stockton 04 Sep '09

04 Sep '09

When I updated to 2.4.4 a couple of items appeared on the top menu that I don't think were there before. Now it looks like: Logout Dashboard Ticket FAQ Stats Customer Company Preferences Admin How can I remove the Customer and Company links? (We don't need them.) TIA. - Richard

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Re: [otrs] Need User! messages
by Richard Stockton 04 Sep '09

04 Sep '09

>> Previously Richard Stockton wrote: >> Sadly, no. The errors in the log look like this (there are always at least >> 2 and sometimes 3 lines at about the same time in the log): >> >> [Mon Aug 31 16:46:19 >> 2009][Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] >> Need User! >> [Mon Aug 31 16:46:21 >> 2009][Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] >> Need User! > And Alexander Halle was kind enough to try to help (again): > Hi Richard, > > I can reproduce this by trying to log in at the customer web interface > (customer.pl) by only providing a password but no customer user name. > > If you provide both, a wrong customer user name and a password you get a > additonal "[Notice][Kernel::System::CustomerAuth::DB::Auth] > CustomerUser: No auth record in 'customer_user' for '<user>' > (REMOTE_ADDR: 192.168.0.1)". > >> Since we don't have any Customer Users, only agents, this makes no >> sense to me. >> >>I don't seem to be able to find a way to reproduce the errors, but >> they keep happening, at the rate of 100-300 log lines per day. As >> usual, any insight into this issue will be much appreciated. > > If I'm right this time there should be web server log entries > identifying the users who try to login as a customer since you have no > customer accounts. > > Please give feedback, especially if you could solve this mystery. Unfortunately, I do not have such entries in my web access_log. otrs.log.2009-9: [Wed Sep 2 06:33:53 2009][Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] Need User! access_log: nnn.nnn.nnn.nnn - - [02/Sep/2009:06:33:53 -0700] "GET /otrs/index.p l?Action=AgentTicketZoom&TicketID=958864 HTTP/1.1" 200 34712 "https://otrs.example .com/otrs/index.pl?Action=AgentTicketQueue&QueueID=6&View=" "Mozilla/5.0 (Windows ; U; Windows NT 5.1; en-US; rv:1.9) Gecko/2008052906 Firefox/3.0 (.NET CLR 3.5.30 729)" IPs and other identifiers redacted... Another example: otrs.log.2009-9: [Wed Sep 2 12:29:45 2009][Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][414] Need User! access_log: nnn.nnn.nnn.nnn - - [02/Sep/2009:12:29:45 -0700] "POST /otrs/index.p l HTTP/1.1" 302 101 "https://otrs.example.com/otrs/index.pl?Action=AgentTicketEmai l" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.1.2) Gecko/20090729 Fi refox/3.5.2 (.NET CLR 3.5.30729)" nnn.nnn.nnn.nnn - - [02/Sep/2009:12:29:45 -0700] "GET /otrs/index.pl ?Action=AgentTicketEmail&Subaction=Created&TicketID=959180 HTTP/1.1" 200 44992 "h ttps://otrs.example.com/otrs/index.pl?Action=AgentTicketEmail" "Mozilla/5.0 (Windo ws; U; Windows NT 5.1; en-US; rv:1.9.1.2) Gecko/20090729 Firefox/3.5.2 (.NET CLR 3.5.30729)" Note that the first one is triggered at the same time as an AgentTicketZoom, while the latter one appears to be triggered by AgentTicketEmail. I can't find any consistent correlation between the otrs.log errors and the access_log. BTW, I just updated to 2.4.4 and that didn't change anything. [sigh] Once again I appreciate your efforts, Alexander, but the problem persists. Any other ideas? Anyone? TIA. - Richard

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reg: importing incidents:
by murli 04 Sep '09

04 Sep '09

Hi all, I have an incident log excel file in a defined template. I need to import the excel file in to OTRS. How to perform this in OTRS? Thanks, MurliManohar TenthPlanet

1 0

changing defaults
by LQ Marshall 03 Sep '09

03 Sep '09

I just want to change 2 lines from the Defaults.pm file. Is in necessary to copy the entire 'section' from the Defaults.pm to my Config.pm file? (This greatly complicated the upgrade!) Specifically, I just want to enable the CompanyCustomer option, but would not prefer to have to bring the entire CustomerUser section into the Config.pm configuration. tia, LQ

1 1

Add rss news into customer panel
by Lucarelli Roberto 03 Sep '09

03 Sep '09

I would like to have in the customer's panel a frame for rss news like in the Agent's Panel. How can I do? Roberto

1 0

Postmaster Filters
by Jason B. Loven 03 Sep '09

03 Sep '09

Does anyone have any more comprehensive documentation on adding custom postmaster filters? The OTRS docs are pretty sparse on it. Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com Web: http://www.caisoft.com/ <blocked::http://www.cainetserv.com/>

1 0

secure password submission
by mercadodei mercado 03 Sep '09

03 Sep '09

Hello Is there a (other than pgp) way to submit passwords in a secure way in a ticket (without using pgp)? thanks

1 0

how to set pending state via genericagent
by Stephen Gebbie 03 Sep '09

03 Sep '09

Hi I have a generic agent script that sets tickets to 'pending auto close+' state as below. I then have a purge job that runs weekly & should close all the old 'pending auto close+' tickets, but it isnt. when i look at all the tickets, there are loads now set to 'pending auto close+' but none of them have a time set. where as when i change their states manually a pending time gets set. does anyone know the keyword to initialize the pendingtime time from genericagent thanks # -- # [name of job] -> Autoclose 7 day old tickets # -- # get all tickets with these properties Queues => ['Q1', 'Q2'], States => ['new', 'open'], New => { State => 'pending auto close+', Note => { From => 'AutoCloser', Subject => 'Changing the state to pending auto', Body => 'State changed to pending auto close+ by GenericAgent. this will be closed in 1week.', }, }, }, # -- # [name of job] -> PURGE # -- 'close all week old tickets' => { # get all tickets with these properties Queues => ['Q1', 'Q2'], State => 'pending auto close+', TicketPendingTimeOlderMinutes => 8640, # use just the options which should be changed!) New => { State => 'closed successful', }, },

1 0

Enhancements in 2.4.4
by Stephan Lang 03 Sep '09

03 Sep '09

Hi @all, the release note on OTRS 2.4.4 mentions enhancements on the Dashboard to display Watched Tickets and My Queues, see here: http://otrs.org/releases/2.4.4/ <http://otrs.org/releases/2.4.4/> All I can see is 'Locked Tickets' and 'All' but the Watched Feature is enabled. I've just Updated via rpm -U package Do I have to do anything else to complete the update or to activate this new Feature? Yours sincerely p.p. Stephan Lang System Administrator OTRS: 2.4.4 (rpm) and FAQ 1.6.4 OS: openSUSE 10.3 no X DB: MySQL 5.0.45 ------------------------------------------------------------------------ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRA 11 240 pers. haft. Geschaeftsfuehrer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht Nuernberg, HRB 93 10 Geschaeftsfuehrer: Harald Meyer, Klaus Stepper Diese E-Mail enthaelt moeglicherweise vertrauliche und/oder rechtlich geschuetzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtuemlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden.

2 4

2.4.4 and ff 3.0.x
by Marco Vannini 03 Sep '09

03 Sep '09

I'm reporting problems from customer and agent that with firefox 3.0.x are getting a FullSpell is not existant warning and then richtext format area for compose request and answer. Disabled it for now as WA. Are you experiencing the same problems ? Tx. MV

2 2

Salutations
by Marretta, Rosanna 03 Sep '09

03 Sep '09

Hi, I am trying to replace the default salutation but with no success. I have made the default salutation 'invalid', created another and made that valid, but for some reason the default one keeps showing up? What am I doing wrong please? Thanks Rosanna

2 4

OTRS2.4.3 Can't login , "no connection to syslog available" error
by xwelkin 03 Sep '09

03 Sep '09

Hi, I just installed OTRS 2.4.3 , server is Solaris10 x86 ,When I try to access http://your server ip/otrs/index.pl to login the following error occurs in the web browser. Software error: no connection to syslog available - /dev/conslog is not a socket at ../..//Kernel/System/Log/SysLog.pm line 63 In the apache2 logs: [Wed Sep 02 16:52:01 2009] [error] [client 192.168.25.98] [Wed Sep 2 16:52:01 2009] index.pl: no connection to syslog available, referer: http://192.168.22.242/otrs/index.pl [Wed Sep 02 16:52:01 2009] [error] [client 192.168.25.98] [Wed Sep 2 16:52:01 2009] index.pl: \t- /dev/conslog is not a socket at ../..//Kernel/System/Log/SysLog.pm line 63, referer: http://192.168.22.242/otrs/index.pl What's the reason of these errors? Please help to resolve . Thanks Justin 没有广告的终身免费邮箱,www.yeah.net

2 1

Ticket Update
by Timothy J. Deerinck 02 Sep '09

02 Sep '09

Hello, I am trying to find a way to use Event Notifications to send activity updates to users (not just the agent or customer user). I setup a Notification with "Add Note" as the trigger, and it created a very nasty loop sending hundreds of e-mails since it reported the notification as another add note. Infinite Loop! :( What I want is anytime anything is done to a ticket, the system will send a notification without creating a loop. Can this be done??? ~Tim

4 8

Check disk usage - 100%
by Rodrigo Correa 02 Sep '09

02 Sep '09

Hi, I wonder how exactly the status of "Check disk usage". My OTRS stating that "Check disk usage" as a partition of my disk is 100% utilization. Checking the console of my server (OpenSuse 10.2 - VMWARE Virtual) I realized that I have free disk space. My disc has a capacity of 20GB and still have 1.01Gb free. Thanks, _________________________________________________________________ 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 2

Layout.pm line 1638 error
by Travis Simmons 02 Sep '09

02 Sep '09

Running on Ubuntu 9.04 with Apache2 OTRS 2.4.3 from tar but the problem was also present on 2.3. When navigating OTRS (creating tickets, modifying tickets/config) eventually the browser wants to download index.pl with 0 bites. If I restart apache it seems to work or if I keep clicking the link a couple of times it will eventually go to the page. Inside the apache error log it displays the following: -e: print() on closed filehandle LOG at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1638. Nothing is displayed in the messages or syslog as to an apache failure. Checked the apache config, checked out the DB for anything that would stick out and nothing really is screaming at me. Got any ideas of where I should look next? Thanks.

1 0

2.4.2 to 2.4.4 Upgrade
by Timothy J. Deerinck 02 Sep '09

02 Sep '09

Hello everyone, The upgrade instructions for 2.4.4 do not address upgrading within a version number that I can see. I am using the source install method and have 2.4.2 installed. What is the procedure to upgrade to 2.4.4? Thanks very much! ~Tim

2 1

Disable auto add http link in ticket body text
by Diego Mayol 02 Sep '09

02 Sep '09

Hi Everyone: Does anyone knows how to disable the auto add link feature in the ticket body text? When I send a ticket and contains e.g. www.mydomain.com , OTRS send it as http://www.mydomain.com and I would like to disable this feature. Thank you in advance. Regards, DM

4 4

Bulk Customer Email
by Jason Leonard 02 Sep '09

02 Sep '09

Hi I was wondering if there is a way of sending a bulk email to specifically selected tickets? We are planning create a new queue that is a beta request for software. However there will be people we do not wish to participate so we will select them and send a bulk email telling them that the have been unsuccessful. The present bulk action option would be great as we could tick the ones we don't want and send a note....however there is no option to send externally.....is this the case or am I missing something? Most of these people will not be logged as customers in the database. Cheers Jason

1 0

Backup/archivng/dump of OTRS data
by Lev Davidovich 02 Sep '09

02 Sep '09

We have a live version of OTRS 2.2.5 running on Apache. We want to be able to periodically (maybe once every 3 months) dump all the data to a local version (2.3.3) of OTRS running on Windows. 1) What is the procedure? 2) Does it import queue structure, states etc or do we need to replicate ths structure before importing? 3) How long does it take to do? 4) Does it replace exisiting data, or append with new data? 5) How does it append to existing, yet closed tickets? 6) Are there any issues regarding the fact that the live version is different, with a different platform, from the local version? Any kind help you could offer me would be gratefully appreciated. Lev

1 0

Errors on upgrade from 2.2.6 to 2.4.3
by Sistemas 02 Sep '09

02 Sep '09

1 0

Re: [otrs] Need User! messages
by Richard Stockton 02 Sep '09

02 Sep '09

My previous question: >> You have more error log entries: Need User!, Need User!, Need User!, >> Need User!, Need User!, Need User!, Need User!, Need User!, Need User!, >> Need User! Failed Alexander Halle was kind enough to try to help... > Hi Richard, > > I was able to reproduce this when I try to login to OTRS by only > providing a password but no user name : > > "error OTRS-CGI-32 Need User!" The error I get when I provide a password but not user name looks like this: [Mon Aug 31 17:54:38 2009][Error][Kernel::System::Auth::LDAP::Auth][124] Need User! Those are not the errors I am seeing. > Does this help you ? Sadly, no. The errors in the log look like this (there are always at least 2 and sometimes 3 lines at about the same time in the log): [Mon Aug 31 16:46:19 2009][Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] Need User! [Mon Aug 31 16:46:21 2009][Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][407] Need User! Since we don't have any Customer Users, only agents, this makes no sense to me. I don't seem to be able to find a way to reproduce the errors, but they keep happening, at the rate of 100-300 log lines per day. As usual, any insight into this issue will be much appreciated. - Richard

2 1

Try: $OTRS_HOME/bin/SetPermissions.pl !!!
by Rodrigo Correa 02 Sep '09

02 Sep '09

Hi, I'm having the folowing error after upgrading my OTRS version 2.3.3 to 2.4.3. When I run the command <./bin/SetPermissions.pl /opt/otrs otrs wwwrun> and the following error occurs: linux-j9b5:/opt/otrs # ./bin/SetPermissions.pl /opt/otrs otrs wwwrun bin/SetPermissions.pl <1.8> - set OTRS file permissions Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ Setting permissions on /opt/otrs Setting permissions on /opt/otrs/var Setting permissions on /opt/otrs/bin/* Setting permissions on /opt/otrs/scripts/*.pl Setting permissions on Kernel/Config.pm Setting owner rw and group ro permissions on /opt/otrs/ Setting owner rw and group ro permissions on /opt/otrs/.procmailrc Error in chown 0 0 /opt/otrs/.procmailrc: No such file or directory Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.pl !!! What am I doing wrong? Thanks, _________________________________________________________________ Você sabia que o Hotmail mudou? Clique e descubra as novidades. http://www.microsoft.com/brasil/windows/windowslive/products/hotmail.aspx

2 1

(no subject)
by Rodrigo Correa 01 Sep '09

01 Sep '09

Hi, I'm having the folowing error after upgrading my OTRS version 2.3.3 to 2.4.3. When I run the command <./bin/SetPermissions.pl /opt/otrs otrs wwwrun> and the following error occurs: linux-j9b5:/opt/otrs # ./bin/SetPermissions.pl /opt/otrs otrs wwwrun bin/SetPermissions.pl <1.8> - set OTRS file permissions Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ Setting permissions on /opt/otrs Setting permissions on /opt/otrs/var Setting permissions on /opt/otrs/bin/* Setting permissions on /opt/otrs/scripts/*.pl Setting permissions on Kernel/Config.pm Setting owner rw and group ro permissions on /opt/otrs/ Setting owner rw and group ro permissions on /opt/otrs/.procmailrc Error in chown 0 0 /opt/otrs/.procmailrc: No such file or directory Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.pl !!! What am I doing wrong? Thanks, _________________________________________________________________ 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

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