- otrs - OTRS mailing lists

R: Sending messages using 5 accounts via SMTP
by Marco Vannini 01 Sep '09

01 Sep '09

Yes, it does this but you have to assign a mail address to queue, so you should have 5 queues ----- Messaggio originale ----- Da: Rodrigo Correa <rod_luiz(a)hotmail.com> Inviato: lunedì 31 agosto 2009 15:18 A: OTRS <otrs(a)otrs.org> Oggetto: [otrs] Sending messages using 5 accounts via SMTP Hello, I wonder if it is possible to use SMTP to send / reply messages using multiple accounts. My OTRS (2.3.3) uses 5 accounts (emial) to get tickets, I need to answer these tickets the message is sent using the same account. Version 2.4.3 of OTRS has this feature? Thank you, Com o Novo Internet Explorer 8 suas abas se organizam por cor. Baixe agora, é grátis!

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CC Field in customer create ticket dialog
by guenther.rasch＠gmx.de 01 Sep '09

01 Sep '09

Hi, is it possible to add a CC field to the customer new ticket dialog? Günther -- Jetzt kostenlos herunterladen: Internet Explorer 8 und Mozilla Firefox 3 - sicherer, schneller und einfacher! http://portal.gmx.net/de/go/chbrowser

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Deactivate option within Frontend
by Christoph Ohliger 01 Sep '09

01 Sep '09

Hi, can anyone answer or point me to the correct direction if its possible to deactivate the displaying of options within one Frontend (like Frontend::Agent::Ticket::ViewPhoneNew) ? I can use the Frontend::Agent::ModuleRegistration for restricting modules and I can restrict the option values with ACLs. But right now I haven?t found a way to "not display" one option within one frontend for a special group (for example group1 shouldn?t see the SLA option within ticket creation). regards Christoph Ohliger

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No Notifications generated for SLA breaches
by Kaul, Sunjay 01 Sep '09

01 Sep '09

Hi, For Tickets that have breached the defined SLAs, the Queue view shows me a listing, however no escalation notifications are generated. Additionally, the Stats do not show I am on an evaluation using OTRS 2.4.2 on a jump box hosting. Is there something I need to set so that notifications are generated and stats are properly generated. I saw somewhere in the Archives that SLAs are calculated only with the ITSM add-on, is this true? 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>

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Need User! messages
by Richard Stockton 31 Aug '09

31 Aug '09

OTRS 2.4.3 on RedHat Enterprise 5.3 My "Support Assessment" continues to complain about log errors. 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 The logs themselves to not give a clue about exactly what needs a User. While this does not appear to affect the proper running of OTRS, it is confusing and bothersome. Any ideas on what is happening and/or how to stop it? TIA. - Richard

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Zenith Infotech?
by Jason B. Loven 31 Aug '09

31 Aug '09

Anyone using OTRS in conjunction with Zenith Infotech or another MSP platform?

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dragdropupload firefox plugin hack
by Bianchi, Giordano 31 Aug '09

31 Aug '09

I've (badly) hacked the AgentTicketCompose module to be able to attach more than one file via drag & drop with the firefox extension dragdropupload.xpi. I'm posting the files here in case anybody else wants to add this functionality to their OTRS install...who knows, maybe one day it will make it into the ufficial code! Enjoy <<AgentTicketCompose.pm>> <<AgentTicketCompose.dtl>> <<dragdropupload.xpi>> Giordano Bianchi

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Sending messages using 5 accounts via SMTP
by Rodrigo Correa 31 Aug '09

31 Aug '09

Hello, I wonder if it is possible to use SMTP to send / reply messages using multiple accounts. My OTRS (2.3.3) uses 5 accounts (emial) to get tickets, I need to answer these tickets the message is sent using the same account. Version 2.4.3 of OTRS has this feature? Thank you, _________________________________________________________________ Você sabia que pode acessar o Messenger direto do seu Hotmail? Descubra como! http://www.microsoft.com/brasil/windows/windowslive/products/tutoriais.aspx

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R: Routing of email to the queues
by Bianchi, Giordano 31 Aug '09

31 Aug '09

Thanks for the reply, but we're not using the postmaster mail account, we are sending the email directly to the otrs system (it's a linux server running postfix). Each queue has the right email address assigned to it, and everything works fine if there is a single otrs address in the TO: field. The problem comes up when there is more than one otrs address involved. If I use the postmaster filter, how do I tell it to send the ticket to both queues? I believe I cannot have multiple X-OTRS-Queue statements in the filter. _____ Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di IT easyap Inviato: domenica 30 agosto 2009 11.57 A: 'User questions and discussions about OTRS.' Oggetto: Re: [otrs] Routing of email to the queues I guess you are use a single account in the PostMaster Mail Account with the option dispatch by email (to: field). You ca try to different options 1) defining both email accounts in the PostMaster Mail Account and queue addressing 2) use postmaster filters to address to the correct queue. Regards _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bianchi, Giordano Sent: viernes, 28 de agosto de 2009 13:59 To: 'otrs(a)otrs.org' Subject: [otrs] Routing of email to the queues Hello everyone, I have a problem with the routing of emails inside OTRS. We have 2 queues, each with a different email address assigned (ex. site1(a)example.com->queue1 and site2(a)example.com->queue2) Everything works fine if the users send the email to either one of the queues. The problem presents itself when an email is sent to both queues (particularly with both queues' addresses in the TO: field). At that point OTRS will create 2 identical tickets, and they will both end up in the same queue (which one of the two is random). Obviously we would like to have each ticket end up in each queue separately. Is this a bug? A feature? Has anybody else run into this issue? Thanks, Giordano Bianchi

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otrs-manager on 2.4 fmw
by Marco Vannini 31 Aug '09

31 Aug '09

Hi all, The often mentioned great tool otrs-manager seems to not work with 2.4.x. Does someone has some information about it (or them at tokaware) ? Thank you in advance. Cheers. MV

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CustomerTicketMessageNew.dtl
by Pierrik Le Guennec 31 Aug '09

31 Aug '09

We are upgrading OTRS from 2.0.4 to 2.3.3 In 2.0.4, we put local script.into CustomerTicketMessageNew.dtl In 2.3.3, there is not CustomerTicketMessageNew.dtl file. How manage that change ? Thanks. Pierrik le Guennec Université Bretagne-Sud

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otrs 2.3.3 and search troubles
by Diego Giardinetto 31 Aug '09

31 Aug '09

hi all... I have a strange problem using ticket search. I got a 500 Internal Server Error only if the search string (in any field) start with some letters, e.g. "n" or "s". Apache log say: "Premature end of script headers", nothing else. Any idea? Thx, Diego -- Diego Giardinetto Junior SysAdmin @ ZephirWorks E-Mail: diego<dot>giardinetto<at>zephirworks<dot>com Mobile: +39 328 068 14 89

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Re: [otrs] no new message alarm on 2.4.3
by IT easyap 31 Aug '09

31 Aug '09

Many thnaks but my problem isn't with the watched tickets, i don't use watch function, is with the locked tickets, any idea about the approach ? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christian Meier | Medienzentrum Sent: viernes, 28 de agosto de 2009 10:26 To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] no new message alarm on 2.4.3 Please have a look at my similar question in thread http://lists.otrs.org/pipermail/otrs/2009-August/027732.html Meanwhile we patched our local OTRS to adapt the filter views for Watched Tickets. This replaces the former red alerts in the subject bar for us (see the screenshot for example). Find enclosed the patch file for Kernel/Modules/AgentTicketWatchView.pm. Regards, Christian Meier E-Learning-Support TU Dresden Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von IT easyap Gesendet: Freitag, 28. August 2009 08:31 An: 'User questions and discussions about OTRS.' Betreff: Re: [otrs] no new message alarm on 2.4.3 My problem isnt whit the email is with the alarm in the alarm tool bar. No new message alarm appears. ________________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brian Lang Sent: jueves, 27 de agosto de 2009 19:17 To: User questions and discussions about OTRS. Subject: Re: [otrs] no new message alarm on 2.4.3 I had a similar problem - OTRS didn't seem to be sending any Move notifications. In my case, the outgoing email did not have the FROM address configured, so my email server was rejecting the message. I had to go to SysConfig -> Group Framework -> SubGroup -> Core::Sendmail -> SendmailNotificationEnvelopeFrom and change it to the desired from email address. After that Move notifications started sending again. ====================================================== Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill blang(a)smgi.ca | Office: 604.538.1566 x2905 ====================================================== Please consider the environment before printing this e-mail On 2009-08-27, at 4:53 AM, IT easyap wrote: Since the migration from otrs 2.2 to 2.4.2 the New Message alarm doesnt appear. After the upgrade to 2.4.3 the problem persists. Do you have any idea to correct this uncomfortable issue ? Thanks in advance --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Routing of email to the queues
by Bianchi, Giordano 30 Aug '09

30 Aug '09

Hello everyone, I have a problem with the routing of emails inside OTRS. We have 2 queues, each with a different email address assigned (ex. site1(a)example.com->queue1 and site2(a)example.com->queue2) Everything works fine if the users send the email to either one of the queues. The problem presents itself when an email is sent to both queues (particularly with both queues' addresses in the TO: field). At that point OTRS will create 2 identical tickets, and they will both end up in the same queue (which one of the two is random). Obviously we would like to have each ticket end up in each queue separately. Is this a bug? A feature? Has anybody else run into this issue? Thanks, Giordano Bianchi

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Notifications - How to Use?
by Matt Reidy 28 Aug '09

28 Aug '09

How do you enable the use of the built-in notifications such as "en::Agent::Move"? I'd like to use it to notify agents when tickets are moved into their queues but can't figure out how. I can and have created a notification event to do this, but I feel like I'm just missing something since there is already a built-in notification for that. TIA -Matt ________________________________ The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies.

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[OTRS] CI import from xcel spreadsheet
by James Burk 28 Aug '09

28 Aug '09

Hello, I'm running OTRS/ITSM and trying to set up Configuration Management. We are collecting our CI attributes in a spreadsheet. Import/Export function supposedly works but I can't figure it out. Can anyone point me to a step by step instruction or provide one? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.burk(a)dornc.com ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

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off-topic: bugs.otrs.org typo
by Lars Monsees 28 Aug '09

28 Aug '09

Hi, I already mentioned this in one bug ticket, but I guess that one hasn´t been reviewed yet. There is a small typo in the step-by-step description: 1) <fist step> IMHO there should be no fisting ;-) Lars

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Wo sind die TicketFreeTime Felder versteckt?
by Stephan Lang 28 Aug '09

28 Aug '09

Hallo Zusammen, jetz mal eine ganz bloede Frage: Wo sind die TicketFreeTime Felder damit ich bei einem Ticket eine Zeit erfassen kann? Ich finde es einfach nicht. Muss ich die erst irgendwo einschalten? Die Datenbankfelder sind vorhanden. Danke. Mit freundlichen Gruessen i.A. Stephan Lang Systembetreuung OTRS-Version: 2.4.3 (rpm) mit FAQ 1.6.4 Betriebssystem: openSUSE 10.3 ohne X Datenbank: 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.

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no new message alarm on 2.4.3
by IT easyap 28 Aug '09

28 Aug '09

Since the migration from otrs 2.2 to 2.4.2 the "New Message" alarm doesn't appear. After the upgrade to 2.4.3 the problem persists. Do you have any idea to correct this uncomfortable issue ? Thanks in advance

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Re: [otrs] DashBoard: "Can't connect to http://otrs.org/rss/ "
by Lucarelli Roberto 28 Aug '09

28 Aug '09

Now it works! It was a cache problems. Thanks. Roberto

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Can't create PID PostMasterMailbox, because it's already running (otrs.myserver.local/9461)!
by David Holder 27 Aug '09

27 Aug '09

Hi Everyone, Got this error cropping up in my log every now and again, I can confirm that my OTRS install can receive/send e-mails. Anyone got any idea what this is about? Thanks, David

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Upgrade docs regarding 2.4.2 > 2.4.3
by Mateusz Mojsiejuk 27 Aug '09

27 Aug '09

Hi fellow OTRS users Can anyone point me towards information regarding upgrade docs for ver 2.4.2 > 2.4.3 the upgrading notes released with 2.4.3 just describes the upgrade path for versions lower than 2.4.x Since it's only a patch according to the online docs, unpacking the 2.4.3 tar.gz , replacing all files, and running scripts to modify the mysql tables seems a bit overkill. Or is it the way to go? I'm running: OTRS 2.4.2, with ITSM, Debian Gnu Linux Best Regards ~M

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BulkFeatureJavaScriptAlert Missing
by Chung, Wayne (-,RAL,ESC) 27 Aug '09

27 Aug '09

Hi all, I've just gone through the process of upgrading from 2.0.4 all the way up to 2.4.3. When using bulk actions, we get 'A message should have a subject!' javascript popup. We used to be able to disable this using Ticket::Frontend::BulkFeatureJavaScriptAlert but it seems the configuration is no longer available. I can't find the configuration in SysConfig and adding $Self->{'Ticket::Frontend::BulkFeatureJavaScriptAlert'} = '0' in Config.pm has no affect. Has the option been changed to something else? Thanks, Wayne -- Scanned by iCritical.

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Linking an FAQ article to a Ticket
by Stephan Lang 27 Aug '09

27 Aug '09

Hi @all, is it possible to create a link to an FAQ article when replying to a ticket? Currently the behavior is to past the FAQ content into the reply, but when I do that I'm losing the Pictures from the FAQ article (is that a misconfiguration/bug?). Yours sincerely p.p. Stephan Lang System Administrator OTRS: 2.4.3 (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.

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Sequence of notifications for e-mail ticket
by David Holder 27 Aug '09

27 Aug '09

Hi all, I have a event based notification for when a ticket has been locked by an agent, which informs the customer who is dealing with their issue. If I create a ticket using the E-mail Ticket form and assign an agent to it, the customer will receive two e-mails in this order: 1. Ticket has been assigned 2. Ticket has been created. Obviously I would like this the other way round, does anyone know how to do this? Thanks, David

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How to change skin / theme for all agents and customer-user?
by MMoj＠timocom.com 27 Aug '09

27 Aug '09

Hi, I want to know if there is a possibility to change the default skin / theme for all existin agents (users) and customer-users? The skin / theme has been modified and saved under a different name. Now I want to apply the skin / theme to all agents (users) and customer-users at once .... :) Mit freundlichen Grüßen / Kind regards Markus Moj Technik TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Repeatedly getting escalation notifications
by Frito Lay 27 Aug '09

27 Aug '09

In OTRS 2.4.2 we are constantly getting escalation notifications. This is the relevant entry in GenericAgent.pm: %Jobs = ( 'send escalation notifications' => { # Escalation => 1, TicketEscalationTimeOlderMinutes => -60, Locks => ['unlock'], States => ['new', 'open'], # new ticket properties New => { # Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', # notify all agents who have rw permissions on the ticket Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', }, }, ); As you can see, I'm using NotifyAgentGroupWithWritePermission.pm instead of NotifyAgentGroupOfCustomQueue.pm. AFAIK this same configuration used to work with 2.3.4.

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Phone tickets
by Glossop, Andrew 27 Aug '09

27 Aug '09

Is it possible to configure phone tickets so that you don't need to enter anything in the From field? I want to record support calls, so we can do some stats, but often it's not necessary to put user details in. In fact most times the user will not be setup in OTRS anyway. At the moment I have a user called "Phone", but I still need to type "phone" into the from field. Ideally I'd like a one-click button on the toolbar area. Since dashboard was created we have to click Ticket, Click Phone-Ticket, then enter "phone", select the To queue. Quite a few clicks while you are on the phone and trying to concentrate on the customer's explanation of a problem. What do other people do with logging support calls from non-OTRS customers? Kind Regards, Andrew Glossop

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SOAP API - ticketsearch
by Partington, Eric 27 Aug '09

27 Aug '09

Has anyone used the soap API to search for tickets? I am attempting to use this method to search for tickets in my otrs system (2.3.4) and I am having trouble determining what the minimum search requirements are. Here is my search request, please let me know if there are items that I am missing as I always return no items found from the query. my @TicketID = $RPC->Dispatch($user, $passwd, 'TicketObject','TicketSearch', Result => 'ARRAY', Limit => 100, StateType => 'Open', Queues => ['Raw'], TicketNumber => '2009082142%', ); print "RPC: Searching ticket and found ticketID: ".scalar(@TicketID)."\n"; Eric Partington | Security Monitoring and Compliance | Royal Bank of Canada |T: 416-348-4429 _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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Re: [otrs] Creating own skin
by MMoj＠timocom.com 27 Aug '09

27 Aug '09

Create a new Dir. Copy the *.dtl Files you want to change into that dir. Change the things you want. To paste it into your database just login in to your mysql server and then do the following. use otrs; INSERT INTO theme; (id, theme, valid_id, create_time, create_by, change_time, change_by) VALUES (3, 'Theme Name', 1, current_timestamp, 1, current_timestamp, 1) Have fun ;) Mit freundlichen Grüßen / Kind regards Markus Moj Technik TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: "Felix Kratzer" <felix.kratzer(a)brandmaker.com> To: "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> Date: 27.08.2009 09:40 Subject: [otrs] Creating own skin Sent by: otrs-bounces(a)otrs.org Hi everybody, I am thinking about changing things on different templates of the system. Now I actually do not want to make/test those on the running skin of the users. So I came up with the idea of cloning the default skin into a dev skin and then change only the dev skin (and use it for my personal settings) Unfortunately I did not find a doc on what I need to do to create a own skin. Any hints? Has anybody done that before? Or is it actually as easy as cloning the “Kernel/Output/HTML/Standard” dir? Felix --------------------------------------------------------------------- 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] Creating own skin
by Felix Kratzer 27 Aug '09

27 Aug '09

Hmmm Stupid me. I only checked the developer manual. But it is in the admin manual at http://doc.otrs.org/2.4/en/html/c2031.html SORRY Felix Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Felix Kratzer Gesendet: Donnerstag, 27. August 2009 09:39 An: 'User questions and discussions about OTRS.' Betreff: [otrs] Creating own skin Hi everybody, I am thinking about changing things on different templates of the system. Now I actually do not want to make/test those on the running skin of the users. So I came up with the idea of cloning the default skin into a dev skin and then change only the dev skin (and use it for my personal settings) Unfortunately I did not find a doc on what I need to do to create a own skin. Any hints? Has anybody done that before? Or is it actually as easy as cloning the "Kernel/Output/HTML/Standard" dir? Felix

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Creating own skin
by Felix Kratzer 27 Aug '09

27 Aug '09

Hi everybody, I am thinking about changing things on different templates of the system. Now I actually do not want to make/test those on the running skin of the users. So I came up with the idea of cloning the default skin into a dev skin and then change only the dev skin (and use it for my personal settings) Unfortunately I did not find a doc on what I need to do to create a own skin. Any hints? Has anybody done that before? Or is it actually as easy as cloning the "Kernel/Output/HTML/Standard" dir? Felix

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sometimes no new ticket created + wrond id in autoresponder
by Albert Scholl 27 Aug '09

27 Aug '09

Hello, during the last weeks we had several calls from customers asking for the state of their calls (wo don't use the customer web-interface). The ticket-id's they gave as pointed to older closed tickets from other customers. They got the id's from the auto-responders which look like any other responder - correct body and correct subject - except the ticket-id, which is wrong. We could not find the messages the customers send us - not in the ticket which id was send to them in the auto-responder nor in any other ticket. Additionally where is no entry from the ticket creation in the logfile, where every created ticket causes an entry. When the customer then send his e-mail again, an new ticket is created as it should. We are using otrs v.2.3.4 on debian with db2 v.9.1.0.6. Does anyone have the same problem and an solution how to solve it? Would the newest OTRS-Release fix the problem? Thanks, Albert Scholl PS: Sorry for my bad english, it's not my native language :)

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emailed tickets not being tied to user
by Alan McKay 27 Aug '09

27 Aug '09

Hey folks, I am doing a "live customer trial" on my system by having a user this morning submit their request to IT into OTRS via email. I already have a user ID set up for that user, with their email address configured. And the email address on the incoming request is the same address. And the ticket got created properly and so forth, but it does not appear to have been created as being from her account. There is a "ghost" account (for lack of a better name) with the same email address. Recall that my users are all "Users" at that point and there are no "Customer Users" She goes into the web interface and does not see any ticket submitted by her. I go into ticket search and search "submitted by" and select her, but the ticket does not come up. Have I got something misconfigured? Or is this by design? Is there some way to make the system recognise that the email is from an address that is in the database, and is therefore from that user? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Re: [otrs] Rehost an OTRS (Marco Vannini)
by Andre 26 Aug '09

26 Aug '09

Marco, you resolve my issue. (Y) Regards, -- André

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Re: [otrs] Rehost an OTRS (Marco Vannini)
by Andre 26 Aug '09

26 Aug '09

Hi, you told me to backup /opt/otrs but I had install the server on Debian and this file don't exist. I already did the backup, know I'm trying to find in which directory should I do the restore because I don't have the /opt/otrs. Best regards, -- André

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No User listed in User Management
by Chung, Wayne (-,RAL,ESC) 26 Aug '09

26 Aug '09

Hi, I've upgraded from 2.0.4 to 2.4.3. When in [Admin-Area]->[User], none of the users are listed. Users do appear if I perform a search. What might be causing user not to be listed by default? Thanks, Wayne -- Scanned by iCritical.

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2.4.3: forwarding a ticket -> attachments are lost
by Glossop, Andrew 26 Aug '09

26 Aug '09

Is this is known issue? If I forward a ticket, the attachment isn't forwarded too. Seems OK with .jpg, but .msi or .dll is missing. Is this a bug, some attachment types restricted, or a problem specific to my installation? Any ideas? I thought I read about this recently, but having done a search I can't find any info. Kind Regards, Andrew Glossop

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Rehost an OTRS
by Andre 26 Aug '09

26 Aug '09

Hi Experts, I need to re-host my OTRS server, and I would like to know the next things: Which config files should I backup? How can I do in order to backup the DB and don't loose any ticket, user's, customers and others? Which is the best path to do this? Regards, -- André

3 2

Active Directory and 2.4.3 issues
by Justin Holt 26 Aug '09

26 Aug '09

I finally went to make the jump to 2.4.3 from 2.3.4 and am having a bit of an issue. Customers still authenticate against our Active Directory Server just fine, but when an agent tries to authenticate, it all blows up. "Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid." Here is the whole LDAP configuration part from my config.pm that I just copied and pasted out of the config.pm for 2.3.4. I have seen that there are others with this same issue but there have been no responses. This is all running on a windows 2003 server with a regurlar install of OTRS. Any Ideas? #-----------------------Customer Data------------------------------------------------ #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'vdp-dc-003'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=ci, dc=vernon, dc=ct, dc=us'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrs_ldap'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '1qaz2wsx'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'vdp-dc-003', BaseDN => 'dc=ci, dc=vernon, dc=ct, dc=us', SSCOPE => 'sub', UserDN =>'otrs_ldap', UserPw => '1qaz2wsx', }, # 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' ], ], }; # -------------------------End Customer data----------------------------- #------------------------------Agent Data--------------------------------- #Enable LDAP authentication for Customers / Users $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'vdp-dc-003'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=ci, dc=vernon, dc=ct, dc=us'; $Self->{'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->{'AuthModule::LDAP::SearchUserDN'} = 'otrs_ldap'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '1qaz2wsx'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected="selected" for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'users'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN $Self->{'AuthModule::LDAP::GroupDN'} ='CN=otrs_ldap_allow_A,CN=Builtin,DC=ci,DC=vernon,DC=ct,DC=us'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; #---------------------------End Agent Data--------------------------------

4 8

From/Subject field in Locked Tickets view
by David Holder 26 Aug '09

26 Aug '09

Hi Everyone, I have an auto notification (event) set up so that when an agent locks a ticket the customer receives an e-mail stating which agent has locked it. Once a ticket has been locked, it's original subject header is retained in the dashboard view (ie "Issue with Server01" for example). However, if I go into my "Locked Ticket" view (otrs/index.pl?Action=AgentTicketLockedView) the subject header has changed to "OTRS System <otrs@localhost>Ticket has been assigned!" rather than "Issue with Server01". Is there a way to retain the original subject header in the locked tickets view regardless of what notifications are sent out? Thanks, David

1 0

Customer Web Login
by Kurt Camealy 26 Aug '09

26 Aug '09

What is the correct way to modify the Green area with "Logo", "Company Name", and the Footers on the default customer login page? Thanks ahead of time! Sent with ThinkCSC Good Mobile Messaging... (www.thinkcsc.com) -------------------------------------------------------------------------- Kurt Camealy Director of Network Services Computer Site Columbus 6155-N Huntley Road Columbus, OH 43229 computersitecolumbus.com Tel: 614.786.7100 Cell: 614.738.2006 Fax: 614.786.7310 Your I.T. Department -------------------------------------------------------------------------- 05:32:07 Tue 25 Aug 2009 This message (and any associated files) is intended only for the use of the individual or entity to which it is addressed and may contain information that is confidential, subject to copyright or constitutes a trade secret. If you are not the intended recipient you are hereby notified that any dissemination, copying or distribution of this message, or files associated with this message, is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer.

3 4

Re: [otrs] DashBoard: "Can't connect to http://otrs.org/rss/ "
by Lucarelli Roberto 26 Aug '09

26 Aug '09

Yes, I can get to the Package Manager repository list. I have two system: a) development system with otrs 2.4.2 and the Dashboard News works fine p) production system with otrs 2.4.3 and the Dashboard News doesn't work On both I have configured Core::WebUserAgent with my http proxy. Thanks ahead of time! Roberto Lucarelli LOQUENDO S.p.A. Via Arrigo Olivetti, 6 I - 10148 TORINO tel: + 39 011 2913464 cell: + 39 331 6037972 fax: + 39 011 2913199 e-mail: mailto:roberto.lucarelli@loquendo.com url: http://www.loquendo.com<http://www.loquendo.com/>

1 0

Using LDAP and DB Customer Backend and Authentification
by Stephan Lang 26 Aug '09

26 Aug '09

Hi @all, I'm trying to use LDAP and MySQL DB as customer Backend and to authenticate the user. I've added LDAP config as CustomerUser1 and $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; and all the required settings. Customer Login via LDAP works perfect, but a DB Customer can't login. Error message reads: CustomerUser: stephan.lang(a)bockonline.de authentification failed, no LDAP entry found!BaseDN='ou=structur,dc=bock,dc=lan', Filter='(sAMAccountName=stephan.lang(a)bockonline.de)', (REMOTE_ADDR: 192.168.24.33). But the Customer exists in the DB, and I can edit the DB Customers and view the LDAP Customers as well. I've already found an article (in German): http://www.otrs-forum.de/viewtopic.php?f=15&t=641 It describes changes in /opt/otrs/Kernel/System/CustomerAuth.pm required to switch from one AuthModule to the other but the article is from 2006 and the file provided is very different from the version in the current OTRS Version and my perl knowledge is mostly none existing. Maybe someone has a similar configuration working and can point out the necessary changes or provide a config file? Regards Stephan Lang System administrator OTRS: 2.4.3 (rpm) OS: openSUSE 10.3 without 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.

3 4

Stats-Module and problems with @Params
by Petrucci 26 Aug '09

26 Aug '09

Hi, I´m trying to get some static statistics working. I want to select all the time an agent has accounted within a specific time. It works fine, if I don´t select the agent with this: my $Select = "SELECT ta.create_by, ta.time_unit, ta.ticket_id, t.customer_id, u.login, t.title FROM ticket t, time_accounting ta, users u WHERE t.id = ta.ticket_id AND (ta.change_by = u.id AND ( month( ta.change_time ) = $Month AND year( ta.change_time ) = $Year ) AND ( t.queue_id IN ( 5, 6, 8, 9, 10, 11, 12 ) ) )"; So, I just added "AND (u.login = $User)" to my statement, before, I´ve added: my %UserList = $Self->{UserObject}->UserList( Type => 'Short', Valid => 0, ); push (@Params, { Frontend => 'User', Name => 'User', Multiple => 0, Size => 0, Data => { %UserList, }, and in sub Run(): my $User = $Param{UserList}; but it fails, cause $User is empty, why?: ... AND ( t.queue_id IN ( 5, 6, 8, 9, 10, 11, 12 ) ) AND ( u.login = ) ... Regards Guenther -- Neu: GMX Doppel-FLAT mit Internet-Flatrate + Telefon-Flatrate für nur 19,99 Euro/mtl.!* http://portal.gmx.net/de/go/dsl02

3 9

HTML inline image after upgrade
by Bastien Leblanc 26 Aug '09

26 Aug '09

Hi, HTML inline image work great in otrs 2.4. But is there any easy solution to have inline images on tickets opened before upgrade? The html is rendered correctly except for inline images for a working inline image it is: http://HOSTNAME/otrs/index.pl?Action=AgentTicketAttachment&Subaction=HTMLVi… but for not working ones it is: http://otrsdev.erp.sncf.fr/otrs/image001.jpg@01CA0A15.B0FFB720 Error_log show: [Wed Aug 26 08:50:17 2009] [error] [client x.x.x.x] script not found or unable to stat: /applis/OTRSDEV/otrsdev/bin/cgi-bin/image001.jpg(a)01CA0A15.B0FFB720 That\'s not mandatory, just a nice to have! Bastien.

1 0

Upgrade 2.4 : missing ViewAll tickets in queue view
by Bastien Leblanc 26 Aug '09

26 Aug '09

Hi all, After the upgrade in 2.4.3 (from 2.3.3), there aren\'t any possiblity to view all tickets in queue view. What our users were used to is to have on top of the queue view, for example: Tickets available: 9 - All tickets: 17 And when clicking on \"All tickets\" we could see locked tickets. But now in otrs 2.4, we have only (example) Tickets: 1-14 of 14 but no \"All Tickets\" link. Is there any config option to activate? Why does this feature got disabled? We use that to be able to monitor all tickets in our queues even if they are \"locked\" = \"worked on\" by other agents Thanks a lot. Bastien.

2 2

Notify all agents about a locked ticket
by Alexandre de Arruda Paes 26 Aug '09

26 Aug '09

Hi, How can I notify all agents from a queue when an agent lock a ticket ??? Something like: AGENT <foo> locked Ticket #123 Thanks for any help. Best regards, Alexandre P.S.: For developers: OTRS is an awesome piece of software. Congratulations!

2 1

2 questions about priority ORDER
by IT easyap 25 Aug '09

25 Aug '09

We want to make changes in the otrs priorities adding priorities from 6 to 9 (already done). mysql> SELECT id,name FROM ticket_priority; +----+---------------+ | id | name | +----+---------------+ | 1 | 1-La mas Baja | | 2 | 2 | | 3 | 3 | | 4 | 4 | | 5 | 5 | | 6 | 6 | | 7 | 7 | | 8 | 8 | | 9 | 9-La mas Alta | +----+---------------+ 9 rows in set (0.00 sec) The questions are 2 1) how can we change the order from 1 the lowest priority - 9 the highest to 1 the highest - 9 the lowest . In the admin user manual tells "Important: The ID defines the order of the priorities, 1 is the minimum, 5 or above sets a higher priority. The number in the name of a priority is used by the system to ensure the correct order of the different prios." We want to maintain the actual view order with the lowest priorities on bottom. What's the criteria the priority table id or the name ? It's a solution to change the name maintaining the id 1 for the lowest ? 2) in the agent views the colour is different depending on priority from grey to red . What's the criteria ? Can we change the colour scheme in order to maintain the same approach but with more priorities and in reverse order ? Thnaks in advance

2 2

Solaris 10 installation - Perl (/usr/local/bin) not found
by Bernd Plagge 25 Aug '09

25 Aug '09

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello list, I've got the job to install the OTRS system on a Solaris 10 machine. The original Perl version is 5.8.4 (which is too old for otrs). I installed Perl 5.8.8, Apache 2.2.9 and expat Sunfreeware packages. The original packages are in /usr/bin. Perl 5.8.8 is in /usr/local/bin. Apache 2.2.9 is in /usr/local/apache2 But OTRS doesn't find the new version. I think that I need to tweak Config.pm or another configuration file. Does anybody know where I have to specify the new path (/usr/local/bin)? Also, the original Apache server come with mod_perl2 while the new package doesn't contain mod_perl or mod_perl2. Are there package for Apache mod_perl (yes, I'm new to Solaris). Any help is appreciated! Regards, Bernard - -- 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) iEYEARECAAYFAkqSdKsACgkQpYU8M8PbPV48+QCgs/y0X85CxvrdqaGv9jSnp+jA YDMAniNMJbFYUmzYE2Hx8n6qsshZibt8 =Qqlw -----END PGP SIGNATURE-----

7 18

Re: [otrs] DashBoard: "Can't connect to http://otrs.org/rss/ "
by Lucarelli Roberto 25 Aug '09

25 Aug '09

Yes, I can get to the Package Manager repository list. I have two system: a) development system with otrs 2.4.2 and the Dashboard News works fine p) production system with otrs 2.4.3 and the Dashboard News doesn't work On both I have configured Core::WebUserAgent with my http proxy. Thanks ahead of time! Roberto Lucarelli

1 0

DashBoard: "Can't connect to http://otrs.org/rss/ "
by Lucarelli Roberto 25 Aug '09

25 Aug '09

In my dashboard I get the following error: Can't connect to http://otrs.org/rss/ Any suggestions? Thanks ahead of time! Roberto Lucarelli

4 3

Dashboard not displaying tickets
by Christoph Ohliger 25 Aug '09

25 Aug '09

Hi, I am wondering that tickets are not shown in the Dashboard when the user has restricted rights to the corresponding queue. Within AgentTicketStatusView all tickets are shown, but not in the Dashboard. With rw rights on the queue the tickets are also shown in the Dashboard, anything I am missing ? regards Christoph Ohliger

2 2

Waiting status reporting
by Rabindra Pandey 25 Aug '09

25 Aug '09

Hi, I was wondering if some one has done this- I want to prepare a report which lists number of tickets in Waiting Status for more than 5 days, 10 days and 30 days. Thanks. Rabi

3 3

Dashboard priority color change / OTRS 2.4.3
by MMoj＠timocom.com 25 Aug '09

25 Aug '09

Hi, I´m configuring my OTRS and I´m looking for a possibility to show the "priority" color of echt ticket in the Dashboard. Example: A customer creates a ticket with Prio 3 then the ticket color in the dashboard should be '#ffcccc'. The second thing I want to get to work is, that if the ticket is comming near the "dead time" of an SLA / Service that the Prio and Color should be changed. Lets say the SLA is configured that the solution time is 8 hours. So the color of the ticket should change when the solution time is down to 4 hours and then when the time is down to 2 hours. Has someone a Script or a hint for me how to make these changes happen? Mit freundlichen Grüßen / Kind regards Markus Moj Technik TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

2 2

How to remove data about 7 Day Stats
by Lucarelli Roberto 25 Aug '09

25 Aug '09

I have migrated data from development's DB to production's DB and I have deleted all tickets via a custom GenericAgent job but data about 7 Day stats were not deleted. What should I do to delete 7 Day Stats? Roberto Lucarelli

2 1

Re: [otrs] Automatic login to OTRS
by Sagy Volkov 25 Aug '09

25 Aug '09

You are telling that there is not even a way (at the simplest and most unsecured way) to do with OTRS something like: otrs.mydomain.com/login.pl?username=sagy&password=123 ? Best Regards, Sagy Volkov Hi, I think the best would be to use a SSO method like Kerberos, Cosign, CAS, Shibboleth .... My plan is to investigate in the Kerberos way, but there isn?t anything done for OTRS right now. regards Christoph Ohliger Sagy Volkov schrieb: > > Hi, > > > > We've just installed OTRS (2.4.3) on a dedicated server of ours. > > We still have our web site located on a different host (cmsmadesimple). > > I was wondering, how can I implement auto-login from one server (our > > cms) to the new OTRS site. > > If someone had similar need in the past and can provide code it will > > be great, else pointing to the right methods/file will be helpful as > > well, we have enough PHP (cms) and Perl knowledge in the company to > > write code. > > > > Thanks, > > > > Sagy Volkov

1 0

postmaster filter execution order
by IT easyap 24 Aug '09

24 Aug '09

Hi all, there is an established order to execute rules in the postmaster filter ? its important to control the new function in 2.4.3 "stop after match" Thanks in adavance

1 0

Bug: Html Link / disable html
by Jens Müller 24 Aug '09

24 Aug '09

Hello, sometimes when I paste links ito OTRS they then become --- Thee software can be downloaded here: <a href="mhtml:{523F5CA8-67D7-4D88-AF17-C56C49A9B93F}mid://00000060/!x-usc:http://ww…">http://www.real-link-to-file.com/file.exe</a> --- So that if the user clicks on it, the browser opens with an invalid address. What's happning here? In fact I would prefer to handle the tickets without html, at least if the original message was plain text only. Can this be done? Thanks, Jens

2 2

OTRS notification sending problem
by Brian Lang 24 Aug '09

24 Aug '09

I have a problem with OTRS Notifications in a 2.4.2 installation (on a JumpBox server). This was upgraded from 2.3.1 this week. When OTRS sends out responses to tickets, it works fine. When OTRS sends out a notification (ie. Ticket Moved or New Ticket) I observe the log (below) in the /var/log/mail.log file on the OTRS server. Note this text: from=<>. This is the problem - there is no FROM address, so the message is denied by my mail server's Backscatter Protection. How can I fix this? (note: ip addresses, server names and email addresses in log changed to protect the innocent) Aug 20 13:19:24 otrs postfix/pickup[25189]: 21602CC72: uid=33 from=<> Aug 20 13:19:24 otrs postfix/cleanup[25252]: 21602CC72: message-id=<1250799564.303021.450042732(a)myotrs.example.com > Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: from=<>, size=3118, nrcpt=1 (queue active) Aug 20 13:19:24 otrs postfix/smtp[25254]: 21602CC72: to=<auser(a)example.com >, relay=mail.example.com[209.209.209.209]:25, delay=0.14, delays=0.06/0/0.07/0.01 , dsn=5.0.0, status=bounced (host mail.example.com[209.209.209.209] said: 550 Backscatter Protection detected an invalid or expired email address (in reply to RCPT TO command)) Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: removed ====================================================== Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill blang(a)smgi.ca | Office: 604.538.1566 x2905 ====================================================== Please consider the environment before printing this e-mail

3 3

Problems with standard install of 2.4.2 using windows installer.
by Lars Lindgård 24 Aug '09

24 Aug '09

Hi I'm having problems getting a standard windows install of version 2.4.2 to work. After the install, when I try to log in to http://localhost/otrs/index.pl on the server with root@localhost / root I get the following error message: Software error: junk 'HTTP/1.1 version="1.0" encoding="utf-8" ' before XML element The same thing happens with the 2.4.1 installer. No problems with the 2.3.4 installer. System is Windows Server 2003 R2 with all the latest updates. Running on VMware if that should matter. Any ideas? Lars

1 1

Automatic login to OTRS
by Sagy Volkov 24 Aug '09

24 Aug '09

Hi, We've just installed OTRS (2.4.3) on a dedicated server of ours. We still have our web site located on a different host (cmsmadesimple). I was wondering, how can I implement auto-login from one server (our cms) to the new OTRS site. If someone had similar need in the past and can provide code it will be great, else pointing to the right methods/file will be helpful as well, we have enough PHP (cms) and Perl knowledge in the company to write code. Thanks, Sagy Volkov

2 1

Displaying Customer name and Customer Logo:
by murli 24 Aug '09

24 Aug '09

Where do I change to get my Customer name and Customer Logo to display in the Customer web Interface? Thanks, MurliManohar TenthPlanet

3 3

Changing Priority color in 2.4
by Jon Williams 23 Aug '09

23 Aug '09

With OTRS 2.2 I managed to figure out how to assign colors to each priority level as well as cause the entire ticket to be highlighted as a certain color. I'm testing out 2.4 but for the life of me I can't see how to make the same change as I was able to make in 2.2. That particular file (css.dtl) no longer exists. Can anyone point me in the right direction?

3 3

Limit customer email notification
by Carlo Angelo Curato 23 Aug '09

23 Aug '09

Hey guys, Is it possible to limit status notifications to customers so that only state changes to "closed" gets sent out? Thanks!

2 1

Re: [otrs] Adding Queue Name to 2.4 dashboard
by Alexander Halle 21 Aug '09

21 Aug '09

Felix Kratzer wrote : > Is there a list of params that are supported by QData()? Hi Felix, I don't know of a complete list, but chapter 8 of the developer manual on doc.otrs.org could be of help. > I'm trying to guess the right parameter for "user who is having the ticket > currently"... I would try $QData{"Owner"} . 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

1 0

Re: [otrs] OTRS 2.4.3
by Richard Stockton 21 Aug '09

21 Aug '09

Hi Martin, My Question: >> 3. There used to be a line at the top of each queue display: >> "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" >> The "8" above was a link that opened ALL tickets, locked or not, in >> that queue. Is there a way to re-enable that in 2.4.3? Or am I stuck >> with the "StatusView" mechanism to see locked tickets? It is not as >> easy to find what you want using that. >> >> Workaround: Use StatusView when needed. Martin's Response: > That's true. This feature got dropped/lost with new queue overviews. > Just to get more detailed impression to me. On what workflow did you > use this feature? If tickets are locked for any reason, it is helpful for our administrators to be able to see exactly who is working a ticket at any time. But we don't want to see the locked tickets all the time, just on demand. Since we have 20 or so queues, the StatusView is not very helpful in this regard. By the way, thanks very much for your previous answers, they have been very helpful. OTRS has been an excellent tool for us, and we do appreciate all the hard work that has gone into it. - Richard

1 0

Getting customer data for use in script
by Lars Lindgård 21 Aug '09

21 Aug '09

Hi Is it possible to get the values of the various data-fields on the "Customer User Management" page and use them in an vbscript? I'm thinking of adding a button to the page to run various maintenance routines on our AD users. Lars CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium.

2 2

Re: [otrs] OTRS 2.4.3
by Shawn Beasley 21 Aug '09

21 Aug '09

Hi, On 21.08.2009, at 15:08, Christian Meier | Medienzentrum wrote: > > For us the workflow is as follows: > - a ticket was worked by agent A and agent B watched the ticket > - agent A closes the ticket and agent B unsubscribes > - the ticket gets a follow-up message > => re-opened and locked by agent A > - agent B has no chance to get an info about the follow-up message > => no take over by agent B is possible (if agent A is unavailable for > instance) > > If the locked tickets are shown in queue view I as a dispatcher can > assign > the ticket to an other agent. If the user has subscribed to the queue, has preferred to receive an e- mail about follow-ups on subscribed queues, and the ticket is unlocked which receives a follow-up, then Agent-B will be notified. -- Shawn Beasley Senior Support Engineer ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/

1 0

OTRS 2.4.3
by Richard Stockton 21 Aug '09

21 Aug '09

OS: RedHat Linux 5.3 (64 bit) Web: Apache 2.2.3 Perl: 5.8.8 We have recently updated our OTRS system (in place since 2002) to version 2.4.3. We are especially happy with the speed increases, and the "Support Assessment" package has been very helpful. However, we have seen some problems, here is the list: 1. Ticket arrives addressed to "support(a)example.com" which is aliased to "otrssupp(a)mail.example.com". The latter email is the one OTRS uses to fetch the mail. This is a simple email, one "To:" address, and one "From:" address (our client). When an agent replies to this ticket, "support(a)example.com" gets put into the "Cc:" part of the reply form. Why? This means that any reply gets CCed right back to OTRS. It didn't do this before. In past versions only addresses from the "Cc:" header were put in the reply form Cc:. We would like to see a return to the previous behavior. Is this something we can do? Workaround: Edit AgentTicketCompose.dtl and make the Cc blank, but now we have to input any needed Cc's "by hand", and of course we have to re-edit that file with every OTRS update. 2. Trying to change the otrs log to a file location of our choosing doesn't work. You can change the values in the admin section (sysconfig), but most of them don't stay changed. Workaround: Set the log facility to local0 and use syslog.conf to manage the otrs.log file. 3. There used to be a line at the top of each queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not, in that queue. Is there a way to re-enable that in 2.4.3? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want using that. Workaround: Use StatusView when needed. 4. We like to be able to see which agent owns each ticket in the preview queueview (I know it's in the "small" view), and we used to be able to make a small change somewhere in the code or the config, (I don't actually remember exactly where) to add that data in the right hand gray area under "CustomerID:". Can anyone direct me to where I can do that in 2.4.3? Workaround: Use the "small" view when needed. As usual I would appreciate any help. TIA. - Richard

3 3

broken image in otrs.org
by Marco Vannini 21 Aug '09

21 Aug '09

Is it a my problem or all the images in otrs.org are broken ? I was trying to find the figure of ITIL workflow that I believe to have see there. Ciao, MV

4 7

R: Re: broken image in otrs.org
by Marco Vannini 21 Aug '09

21 Aug '09

So tx again and sorry for the wasted time . I ll check it w/ my proxy mgr ----- Messaggio originale ----- Da: David Holder <david.holder(a)gmail.com> Inviato: venerdì 21 agosto 2009 12:58 A: User questions and discussions about OTRS. <otrs(a)otrs.org> Oggetto: Re: [otrs] broken image in otrs.org Hi Marco, That page is displaying correctly for me, including the image. Regards, David On Fri, Aug 21, 2009 at 11:50 AM, Marco Vannini <marco.vannini(a)gmail.com> wrote: Thank you and sorry... http://doc.otrs.org/2.4/en/html/x421.html for example and its image http://doc.otrs.org/2.4/en/html/screenshots/homepage-otrs.png ? On Fri, Aug 21, 2009 at 12:42 PM, David Holder <david.holder(a)gmail.com> wrote: Seems all OK for me.. On Fri, Aug 21, 2009 at 11:39 AM, Marco Vannini <marco.vannini(a)gmail.com> wrote: Ok, found it in otrs_itsm_book.pdf. BTW all images on site are really broke ? On Fri, Aug 21, 2009 at 12:36 PM, Marco Vannini [Messaggio originale troncato]

1 0

Ticket Service pre-set in template
by Gator SLP 21 Aug '09

21 Aug '09

Hello, Im trying to set a service for a template on an email ticket. The problem is that the service drop down menu is not populated until you have chose a customer. We dont have specific services per customer so i'd like to find a way for service drop down to be populated constantly, prior to needing to select customer. Hope that made sense. Looking forward to your responses. Neil

1 0

Signature of my tickets
by Rodrigo Correa 21 Aug '09

21 Aug '09

Hi, I have a problem with the signature of my tickets. The signing is being presented to the end of the ticket, not the beginning when I reply to the email. How can I do to configure OTRS so that I have the signature at the beginning of the ticket. Thank _________________________________________________________________ Novo Internet Explorer 8. Baixe agora, é grátis! http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmail&utm_m…

4 3

Update OTRS 2.3.4 -> 2.4.3 - DB convert latin1 -> utf8
by MMoj＠timocom.com 21 Aug '09

21 Aug '09

Hi there, I have a little problem. I´m running OTRS 2.3.4 without ITSM and want to upgrade it to the new 2.4.3 with ITSM. Just in case that there are some problems, I´ve set up a test enviroment. The Upgrade worked fine for me, following the instruktion in the Upgrade file. But the tickets are not shown Properly in the ticket system. I just get to see the ticket number but the content is gone. When I look in the Admin Support Assessment I get the error message that the charset is latin1 instead of utf8. Now I would like to know if there is a possibility to convert the DB to utf8 without loosing all the tickets in the system. Mit freundlichen Grüßen / Kind regards Markus Moj Technik TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

3 3

Re: [otrs] Plain text in Zoom View?
by Richard Stockton 20 Aug '09

20 Aug '09

In response to my question Michiel Beijen was kind enough to reply: >> My agents would prefer a plain text display in the Agent Zoom View >> of a ticket. I have searched Defaults.pm, the documentation, and >> SysConfig in the admin section and cannot find out how to set this. > try Admin > SysConfig > Framework > Core::Web > Frontend::RichText > if you set this to No, the rich text editor will be disabled. Yes, that was already done. My request has to do with the viewing of the email when you select Zoom for a specific ticket. It displays that ticket in HTML format instead of plain text. We would prefer this display be in plain text (like the Overview). Is there a way to do that? Thanks. - Richard

1 0

Plain text in Zoom View?
by Richard Stockton 20 Aug '09

20 Aug '09

My agents would prefer a plain text display in the Agent Zoom View of a ticket. I have searched Defaults.pm, the documentation, and SysConfig in the admin section and cannot find out how to set this. I would appreciate any help. Thanks. - Richard

2 1

Config Item
by Guillermo Vargas-DellaCasa 20 Aug '09

20 Aug '09

Hi, On config item, you can create computers, and locations and the linked. So far so good. What I couldn't find how to do is to get a list of computer with certain characteristics on a particular locations. For example, under computers you can specific wheter it is a laptop or a desktop. How can I list all Laptops on Location 1? Or all desktops or Location 2? Thanks! Guillermo.

1 0

OTRS Agent Notification Problem
by Brian Lang 20 Aug '09

20 Aug '09

I have a problem with OTRS Notifications in a 2.4.2 installation (on a JumpBox server). This was upgraded from 2.3.1 this week. When OTRS sends out responses to tickets, it works fine. When OTRS sends out a notification (ie. Ticket Moved or New Ticket) I observe the log (below) in the /var/log/mail.log file on the OTRS server. Note this text: from=<>. This is the problem - there is no FROM address, so the message is denied by my mail server's Backscatter Protection. How can I fix this? (note: ip addresses, server names and email addresses in log changed to protect the innocent) Aug 20 13:19:24 otrs postfix/pickup[25189]: 21602CC72: uid=33 from=<> Aug 20 13:19:24 otrs postfix/cleanup[25252]: 21602CC72: message-id=<1250799564.303021.450042732(a)myotrs.example.com > Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: from=<>, size=3118, nrcpt=1 (queue active) Aug 20 13:19:24 otrs postfix/smtp[25254]: 21602CC72: to=<auser(a)example.com >, relay=mail.example.com[209.209.209.209]:25, delay=0.14, delays=0.06/0/0.07/0.01, dsn=5.0.0, status=bounced (host mail.example.com[209.209.209.209] said: 550 Backscatter Protection detected an invalid or expired email address (in reply to RCPT TO command)) Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: removed ====================================================== Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill blang(a)smgi.ca | Office: 604.538.1566 x2905 ====================================================== Please consider the environment before printing this e-mail

1 0

Installation support
by Codatel Lists 20 Aug '09

20 Aug '09

is there anyone who is interested in assisting with installation and configuration of an otrs system. or is there anyone who can point me to an appropriate person or company who can assist with this?

3 3

Email notification to system email address
by Matthew Fincham 20 Aug '09

20 Aug '09

Hi I am in the process of configuring an OTRS system. When a user responds to a customer with an email, two emails are sent - one to the customer and another to one of the system email addresses. I would like to disable the email to the system email address. Using values to explain: Email addresses: - address1 - address2 - address3 Queues: - queue1 - queue2 - queue3 Ticket: - from customer@address - resides in queue 2 User responds to ticket. Two emails are sent: one to customer@address and another to address1. So the question is how to disable the email to the system email address when a response is sent to a customer. Thank you for any advice. Matthew Fincham

2 2

Correct recording of CaracterSet.
by Rodrigo Correa 20 Aug '09

20 Aug '09

Hello, I wonder how I certify that an email that was sent using CaracterSet ISO 8859-1 was recorded in my database (standard UTF8) correctly? I'm having problem with special characters when they are being recorded in my database. He is not being recorded properly! Thank´s _________________________________________________________________ Deixe suas conversas mais divertidas. Baixe agora mesmo novos emoticons. É grátis! http://specials.br.msn.com/ilovemessenger/pacotes.aspx

1 0

Re: [otrs] Spell Checker is checking HTML source code
by Michiel Beijen 20 Aug '09

20 Aug '09

Hi Felix, You might want to check out bug#4122 in the Bugzilla. http://bugs.otrs.org/show_bug.cgi?id=4122 It is a known issue, but there is a dirty workaround available. -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Thu, Aug 20, 2009 at 08:52, Felix Kratzer <felix.kratzer(a)brandmaker.com>wrote: > When I run the spellchecker it checks the HTML source code of the mail > instead of the text only. > > I am running a new and clean installation of ITSM 1.3.1 but I guess that > there is a general solution for this. > > Unfortunately I did not find anything on faq, doc or google. > > > > Also the spell-checking window looks strange regarding line numbers, but I > guess this is because of the error described above. > > > > Any ideas, hints? > > > > Regards, > > Felix Kratzer > > > > --------------------------------------------------------------------- > 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

Running Scheduled Reports in OTRS
by Erik Sejr 20 Aug '09

20 Aug '09

Is it possible to have OTRS generate a pre-defined report daily? The existing report creates a CSV file, it would be ideal if I could get this report to run daily, and drop the file somewhere on the server. Thanks, Erik

2 2

Customer Ticket ViewZoom
by Katta, Lokesh Katta Subramanyam 20 Aug '09

20 Aug '09

Hi List, In agent TicketViewZoom, the latest article is displayed and the agent has the option to see each article or he can also expand all the articles. Where as in the Customer's TicketViewZoom, always the initial article(ticket details inputted by the customer) are displayed and there are no options to see all the articles in a single view. Is it possible to Configure this view? Thanks in Advance, Lokesh

1 1

Spell Checker is checking HTML source code
by Felix Kratzer 20 Aug '09

20 Aug '09

When I run the spellchecker it checks the HTML source code of the mail instead of the text only. I am running a new and clean installation of ITSM 1.3.1 but I guess that there is a general solution for this. Unfortunately I did not find anything on faq, doc or google. Also the spell-checking window looks strange regarding line numbers, but I guess this is because of the error described above. Any ideas, hints? Regards, Felix Kratzer

1 0

Zoom Scroll Bar
by Steve Shippa 20 Aug '09

20 Aug '09

Does anyone know what setting needs to be changed so the default behavior when you zoom a ticket there is no scroll bar (or at least make it so more than 8 or so lines are shown) and you can just see the entire ticket thread?

1 0

Dashboard not working
by Steve Shippa 20 Aug '09

20 Aug '09

I upgraded to OTRS 2.4.3 from 2.3.4 last night and can not get the dashboard to work. This is running on FreeBSD using Apache2 and postgresql. While the various panels were originally displayed, they are no longer showing up and the only thing that appears is "Settings" - when I click on it (to expand) nothing happens, no options, nothing. I have tried with IE & Firefox on Windows and Safari & Firefox on Mac OS. I'm assuming I am missing a perl module or something with apache is wrong, but I have no idea where to look. Any advice?

1 0

StorageModule problem
by hpsbigcat 20 Aug '09

20 Aug '09

Dear All, My OTRS is 2.4.3 on CentOS 5.2, the Ticket::StorageModule setting: ArticleStorageFS. My problem is ： when agent want to forward a ticket with attachment, but the mail didn't show that attchment. I'v checked var/article and found the attachment had been saved in related folder. At the same time, no related record in database table "article_attachment". Any one can help to fix it? Thx a lot！ -- Hpsbigcat

4 7

How do I convert all my columns using <content_type> to UTF8?
by Rodrigo Correa 19 Aug '09

19 Aug '09

Hello, I have a doubt how the content_type in the database of OTRS. Performing a query on my database spotted three types of records in column <content_type> ARTICLE: UTF8 / ISO8859-1 / ISO8859-15. When I make the change from one type to another, no change in the characters 'special' already written. I have the need to use special characters, but the records in UTF8 characters are written "wrong." How do I convert all my columns using <content_type> to UTF8? _________________________________________________________________ Emoticons e Winks super diferentes para o Messenger. Baixe agora, é grátis! http://specials.br.msn.com/ilovemessenger/pacotes.aspx

1 0

FW: Change owner
by Alan Creed 19 Aug '09

19 Aug '09

Hi all. I have a problem. When someone inserts a note, the owner doesnt change. I cant find an option that changes the owner when writing a note, any suggestions will be welcome. Thanx!!!!!!!!!!!!!!!!!!!!!!!! _________________________________________________________________ Planea tu salida al cine. Aprovechá MSN http://entretenimiento.latam.msn.com/ar/cine

3 4

GenericAgent time since ticket moved or last action
by Stephen Gebbie 19 Aug '09

19 Aug '09

Hi I am trying to write (command line) a GenericAgent to automatically close tickets that are in a 'complete' folder once they have been in that folder for 1 week. but I cannot find the keyword for TimeSinceLastAction or TimeSinceMoved or something like that the tickets can be over 18 days old and still active in other queues. I can only calculate time from when they were moved into the 'complete' queue. and at this point after 7 days tickets would be locked and unlocked states. does anyone know the keyword I need or even a list of the keywords available, i havnt been able to find a definitive list thanks steven

3 4

users vs "customer users"
by Alan McKay 19 Aug '09

19 Aug '09

Hey folks, I've got perhaps a bit of unique situation. I'm the head of the IT team in our small company with about 20 employees, and I plan to use OTRS for internal requests from the people that our team supports. For this I have a queue "Internal Support" and an email address it_support(a)example.com But I also plan to use it for our external customers, with a queue "External Support" and email support(a)example.com So I want to set up accounts for everyone in the company, and I'm thinking they should all be "Users" and not "Customer Users". Even though they will be MY customers for the tickets the open into my IT group. However, any tickets coming in from external customers may end up getting assigned to just about any of them. So this seems to make sense to me. Only, I don't really know what the differences are "under the hood" between "User" and "Customer User" Does anyone forsee a problem with this? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

3 3

LDAP Sync (Agent -> DB)
by David Holder 19 Aug '09

19 Aug '09

Hi Everyone, I got OTRS working on a Windows platform but later decided to move over to Linux. I had LDAP authentication/synchronisation working fine on Windows. I copied the relevant sections from my config.pm on my Windows machine to my Linux one. However when I try and log on I get: Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. I have ensured that NET::LDAP is installed. Here is the code from my config.pm with the obvious stuff omitted: # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'servername.companyname.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=companyname,dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS_Agents,ou=OTRS_Groups,dc=companyname,dc=local'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; # for ldap posixGroups objectclass (just uid) #$Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS Searcher,OU=OTRS LDAP Searcher,DC=companyname,DC=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'searcherpassword'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = ''; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # Now sync data with OTRS DB $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'servername.companyname.local'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=companyname, dc=local'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=OTRS Searcher,ou=OTRS LDAP Searcher,dc=companyname,dc=local'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'searcherpassword'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; Can someone please help as to what I'm doing wrong? other than the config.pm, are there any files that reference the OTRS MYSQL username/pass (I changed it once in the installer). Thanks, David

1 0

aristedc@att.net is reporting mails sent to this list as spam
by Ralf Hildebrandt 19 Aug '09

19 Aug '09

aristedc(a)att.net is reporting mails sent to this list as spam -- I received two Yahoo!-Abuse Feedback mails. Please unsubscribe that troublemaker. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

1 0

Changing NumberGenerator
by Karlos Jelez 19 Aug '09

19 Aug '09

Hi List, I would like to change the NumberGenerator from "Date" to "DateCheckSum". Currently our OTRS has hundreds of tickets. Does anyone know if there are troubles after the change? Thanks in advance Karlos

1 0

upgrade from 2.3.4 to 2.4.3 missing features :(
by Rachid Zarouali 19 Aug '09

19 Aug '09

Hy all, i've recently upgraded in a vm test our otrs system to 2.4.3, but as i can see the very powerful dashboard, it seems i'm missing some of the new features like the new ticket list view, bulk action .... ? any clues why and how to gain access to all the cool new features ? Rachid

2 3

Update to 2.4.2 problem with forward tickets with attach on it
by IT easyap 19 Aug '09

19 Aug '09

Hello, i just upgrade my system from 2.2 to 2.4.2 . Every thing looks almost fine except ticket forward. When you try to forward a ticket with an attach the attach disappear. This issue only occurs with new tickets, old tickets (prior to migration) stored works fine. Our configuration is Linux Mysql Otrs 2.4.2 Web browser IE Thanks in advance for your help.

3 3

Shrink database
by Mercator GmbH 19 Aug '09

19 Aug '09

I have a problem with OTRS (old version, 1.3.2). The database has grown a lot and now it takes A LONG time to load the pages!! How can I shrink or purge the database so that it becomes faster? Just deleting the articles is - IMHO - not the right way, because the articles still remain in the database. Right?! Please help on this. I need OTRS for work and I cannot work in this way, it takes 5 minutes to load the first page and sometimes several minutes to change from one page to the other. It's not my server, because other MySQL programs just work fine! Thanks, marc

3 8

Apache::DBI/Reload and Mod_Perl support assessment
by David Holder 19 Aug '09

19 Aug '09

Hi Everyone I've got OTRS installed onto a Fedora Core 11 box and would like to resolve these performance issues: Check Comment State Check if the system use Apache::DBI. Apache::DBI should be used to get a better performance (pre establish database connections). Critical Check if the system use Apache::Reload/Apache2::Reload. You should use Apache::Reload or Apache2::Reload to increase your performance. Critical Check used mod_perl version. You should use mod_perl to increase your performance. Critical I have ensured that mod_perl / apache2::reload / apache::DBI is also installed. I know for apache::DBI requires modification of the config.pm <http://config.pm> file. But with the windows version of OTRS the apache2::Reload and mod_perl were turned on by default. Excuse my Linux n00bness, would really appreciate some help with getting these issues resolved. Thanks. David

3 14

OTRS 2.4.2 Package Manager error installing ITSM module
by Mateusz Mojsiejuk 19 Aug '09

19 Aug '09

Hi people of the otrs republicI'm having issues installing the ITSM modules.Unfortunately google hasn't been helpful in this matter. OS: Debian Gnu Linux 5.0 (lenny)OTRS Version: 2.4.2 (installed from tar.gz archive)Mysql 5Apache 2.2Perl 5.10.0my.cnf has the max_allowed_packet = 20M (restarted mysql after the change) Every time i try to upload the GeneralCatalog module from the webinterface I get: ==========snip==========Error: Need ContentType! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Aug 18 23:14:02 2009 Message: Need ContentType! Traceback (4130): Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.19) Line: 67 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.18) Line: 142 Module: Kernel::Modules::AdminPackageManager::Run (v1.80) Line: 962 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 ==========snip========== Best Regards -M

2 6

StorageModule problem
by hpsbigcat 19 Aug '09

19 Aug '09

Dear Monsees, In fact, there are serval situation confuse me 1. some ticket can be forward with attchment, but it shows duplicate items and missed some item 2. no special found in system log 3. what's role of article_attachment? 2009/8/18 Lars Monsees <l.monsees(a)atlantismedia.de> > My OTRS is 2.4.3 on CentOS 5.2, the Ticket::StorageModule setting: > > ArticleStorageFS. My problem is ： when agent want to forward a ticket > > with attachment, but the mail didn't show that attchment. I'v checked > > var/article and found the attachment had been saved in related folder. > > At the same time, no related record in database table > > "article_attachment". Any one can help to fix it? > > > I just created a test ticket in my OTRS installation that has a PNG > attached. > When I forward the ticket, the PNG gets attached, too. There are no records > in "article_attachment". > > Do you find anything helpful in your system log? > > --

3 5

Software error message "Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 83, <PRODUCT> line 4."
by Lev Davidovich 19 Aug '09

19 Aug '09

Hi I would just like to recap the events of today in the hope that someone might be able to help me and also that it will be useful for anyone else running into the same problems. I asked (wish I hadn’t now! ;-)) if there was a way of getting the System Log to display more logs than it does currently. Martin pointed out I should go to Admin Interface -> SysConfig -> Framework -> Core::Log -> LogModule Having established that I am using OTRS 2.3, which only stores 4k of sysLog data, Martin recommended I increase LogSystemCacheSize in the above module from 4k to (not above) 32k. So I clicked the element “LogSystemCacheSize” (which had been unclicked and greyed out) and changed its value from 4096 to 32000. From this point on, we have been unable to log on to OTRS; every time we do so we get the “Software Error” message Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 83, Martin suggested I look here http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=111 though this doesn’t make much sense to me. Is it worth trying to understand this document in order to solve this problem? I found an old entry in the OTRS lists here http://lists.otrs.org/pipermail/otrs/2003-April/001346.html which talks about removing the “shared memory segment” and then rebooting the server. Marco suggested I might be able to remove the shared memory segment “maybe with some sysinternals tool” – I am not sure whether to go down this road. After further prompting from Marco and Michael we restarted the server, which is supposed to recreate a new shared memory segment. But this has had no effect – the same error message comes up. Is there anything else we can do short of reinstalling OTRS? Thank you for your patience

5 9

I`m out of the office.
by Agnieszka Podlecka 19 Aug '09

19 Aug '09

I will be out of the office starting 2009-08-19 and will not return until 2009-08-20. I will respond to your message when I return. In any urgent case please call IT Service Desk (+48 33 8225 373) or e-mail: servicedesk_hotline(a)pl.enersys.com) URL: www.enersys.com.pl & www.enersys.com EnerSys spolka z ograniczona odpowiedzialnoscia wpisana do Krajowego Rejestru Sadowego VIII Wydzial Gospodarczy Sadu Rejonowego w Bielsku-Bialej, pod numerem KRS: 0000228962 Adres: ul. Leszczynska 73, 43-301 Bielsko-Biala, Polska. REGON: 240025215, NIP: 937-244-34-60. Wysokosc kapitalu zakladowego: 50.000.000 zlotych. Wiadomosc ta jest przeznaczona jedynie dla osoby lub podmiotu, ktory jest jej adresatem i moze zawierac poufne i/lub uprzywilejowane informacje. Zakazane jest jakiekolwiek przegladanie, przesylanie, rozpowszechnianie lub inne wykorzystanie tych informacji lub podjecie jakichkolwiek dzialan odnosnie tych informacji przez osoby lub podmioty inne niz zamierzony adresat. Jezeli Panstwo otrzymali przez pomylke te informacje prosimy o poinformowanie o tym nadawcy i usuniecie tej wiadomosci z wszelkich komputerow. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.

1 0

Disabling certain attachment types
by Cook, Julian 18 Aug '09

18 Aug '09

Hello! We are implementing otrs (YAY!) and one big request is in regards to Cross Site Scripting. We need to limit which attachment types can be attached to a ticket. Barring that we could just turn off the ability to attach files. I have looked over the documentation and haven¹t found a way to do this yet. Does anyone know an easy way to turn off .exe, .vb, etc file types from being attached? If this doesn¹t exist any advice on disabling attachments would be appreciated. -- Julian Cook Securities and Exchange Commission

2 3

Config : OSX 10.4.11 / Apache 1.3.33(Darwin)
by Mikola Rose 18 Aug '09

18 Aug '09

Hey there guy's I would love to enable the mod_perl for our site but am not too sure how I should go about this without messing everything up. Is there any experience out there with setting up OTRS on this flavor of OSX/Apache? What should I be putting in /etc/httpd/httpd.conf and /etc/httpd/sites/0000.mysitename.conf Mik Rose

2 1

Changes from 2.3 to 2.4
by Lars Monsees 18 Aug '09

18 Aug '09

Hi, I noticed some more changes that I think happened from 2.3 to 2.4: 1) When I add a new note, there is always an empty line in the edit textfield. Is there a config setting to remove this? 2) The agent´s last view of the locked ticket is not restored in Opera 10 after restarting it. It doesn´t seem to be saved in a cookie. Works in Firefox 3.5. Has anybody else noticed this? Cheers Lars

1 0

Neuer Ticket-Besitzer nach Ticket-Freigabe
by guenther.rasch＠gmx.de 18 Aug '09

18 Aug '09

Hi, I´ve updated our OTRS to 2.4.3 yesterday. If otrs unlocks a ticket a new owner will be assigned. Why? Where are the configuration parameters for unlocking and assigned new owner? Regards Günther -- Jetzt kostenlos herunterladen: Internet Explorer 8 und Mozilla Firefox 3 - sicherer, schneller und einfacher! http://portal.gmx.net/de/go/chbrowser

1 0

SSH
by Lev Davidovich 18 Aug '09

18 Aug '09

Hi I am trying to SSH into our Apache server hosting OTRS. When I type "ssh server ip number" from my Windows command line I get "ssh is not recognised as a command" and when I type "ssh server IP number" from my Mac Terminal I get "connection refused". I am not sure what the problem is - could anyone help or point me towards some documentation? Thanks a lot Lev

5 11

2.4 upgrade on a new install
by Craig Meirick 18 Aug '09

18 Aug '09

I have a new install of 2.4.2 working and I need to bring in tickets from a 2.2.3 install. I have the backup file of all the tickets from the 2.2.3 install named as DatabaseBackup.sql.gz on the new machine install of 2.4.2. When I perform the dump into the database it replaces my 80 tables with 76 tables. Is there something I need to do additionally to get this working correctly? Do I need to run the DBUpdate scripts specified in the UPGRADING file? TIA >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

3 2

reg:Customer Web Interface : customer name , logo config
by murli 18 Aug '09

18 Aug '09

Hello All, Customizing the customer web interface. I am new to configuring software tools. I need to have my Customer name and Customer Logo displayed in my customer web Interface. Where can I do this configuration? Thanks, Murli.

1 0

2.3.4 RHEL Service list limited to 2
by Partington, Eric 17 Aug '09

17 Aug '09

Has anyone used the Service field in 2.3.4? I am trying to test using it and I noticed that I am unable to select more than the first 2 entries in the service list. I can set more than the 2 from the API (SOAP) and those changes are reflected in the ticket summary page but when selecting the freetext fields I am unable to select more than the first 2 entries from the Service table. Any ideas? Eric Partington | Security Monitoring and Compliance | Royal Bank of Canada |T: 416-348-4429 _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

1 0

Re: [otrs] "New message!" alert is gone on upgrade from 2.2.4 to 2.4.1
by Alan McKay 17 Aug '09

17 Aug '09

Why 2.4.1 and not 2.4.2? The message works for me in 2.4.2 clean install, not an upgrade -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

2 1

Bulk actions needs text
by Lars Monsees 17 Aug '09

17 Aug '09

Hi, with 2.3 an agent didn´t have to enter any text when moving multiple tickets into the junk queue. Now, I updated to 2.4.2 and am forced to enter a subject and body what is quite useless when moving junk mails. How can I get the old behaviour back? Lars

3 5

Missing configuration parameters in 2.4
by Lars Monsees 17 Aug '09

17 Aug '09

Hi, I recently upgraded from 2.3.1 to 2.4.2 and now the following params are missing: $Self->{'Ticket::Frontend::AgentTicketPhone'}->{'ShownCustomerTickets'} $Self->{'Ticket::Frontend::AgentTicketEmail'}->{'ShownCustomerTickets'} I need them to prevent showing any old customer tickets when creating a new ticket. How can I do this now? Lars

1 1

Automatic customer response via auto-responses <--> queues: email-ticket = yes; telefon-ticket = no
by Thomas.Thoma＠augsburg.de 17 Aug '09

17 Aug '09

Hi everyone, how do I set up otrs, in order to send a notification to the customer, if they send an email to support(a)eample.com, but NO NOTIFICATION, if the staff creates a telefone-ticket. I have tried to setup up this via auto response <-> queues, with the effect, that both ticket variants will fire an email (or none for both, if deactivate my settings form y support queue). + do I have to set up a second "(telefone-ticket)support" queue? If yes, can the ticket automatically be transformed to its former standard support queue, after the email has been fired, so there is still one main queue for new ticket arrivals? + has anybody another solution for our requirement? Here is my original german posting for the german readers: http://lists.otrs.org/pipermail/otrs-de/2009-August/011647.html Our system (OTRS: 2.3.4) is running on SUSE (Apache + MySQL). Kind regards, Tom

1 0

searching the website
by Glossop, Andrew 15 Aug '09

15 Aug '09

I can't see any way to search documentation on the website. apart from downloading the PDF :) is this something that has been overlooked? not all the docs are in PDF :( I'm looking for info on creating plugins for the new dashboard. So far, I haven't been able to find anything. Is there a place where people share their customisations of OTRS ? Thanks in advance Andrew

2 1

Otrs help in Australia
by Codatel Lists 15 Aug '09

15 Aug '09

I am new to otrs. I have installed a demo system and it looks good. It seems very flexible and not as easy as I thought to configure. I would like to speak to anyone (prefrebly) in Australia who may want to help in setting up a system for our company. regards, Zafer

1 0

MM/DD/YYYY date format for US English
by Rob McKrill 15 Aug '09

15 Aug '09

I have been trying for quite a while now to figure out where I can change the date format for my installation and have hopefully exhausted all sources before asking a stupid question on the list here... I have the preferences in the agent interface set to ³United States English², double checked the settings in Kernel/Language/en.pm for all formats of the date/time. Everything still seems to show up as DD/MM/YYYY in all of the different spots (upper right of main screen, tickets). Is there something I am missing? I even tried changing the settings in the en.pm file from the default and the changes I made didn¹t seem to be used. Are there a different set of files being used for these preferences that aren¹t noted anywhere in the documentation? Thanks in advance, Rob

2 2

LDAP and active directory authentication problems
by Joaquim Azevedo 15 Aug '09

15 Aug '09

Hi, I can't configure OTRS 2.4.2 (linux) to authenticate Customers from LDAP (Active Directory - windows 2008 server), I was configuring but I still get this error: "Identification incorrect your user or password was entered incorrect". My users are in several OU's but I created a group called otrs_C and use the following code in Kernel/Config.pm: ######################################## # Customer Info from LDAP: ######################################## $Self->{CustomerUser} = { Name => 'Active Directory', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '172.16.11.32', BaseDN => 'dc=arsalgarve,dc=local', SSCOPE => 'sub', UserDN => 'ad', UserPw => 'adpass', }, CustomerKey => 'sAMAccountName', 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' ], ], }; ######################################## # Customer Authentication against LDAP # ######################################## $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '172.161.11.32'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=arsalgarve, dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'ad'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'adpass'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_C,CN=builtin,DC=arsalgarve,DC=local'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 3268, timeout => 120, async => 0, #version => 3, }; Thanks in advanced, Joaquim Azevedo

2 1

English Date Format
by Jeff Travers 14 Aug '09

14 Aug '09

Upgraded to Build: 2.4.2 I'm using the default language of English but all date formats are being displayed as DD/MM/YYYY. I'd prefer to have the values set to MM/DD/YYYY. I haven't modified the setting in the en.pm file. Any thoughts as to where it's pulling this format?

2 1

Spelling Dictionary
by Rodrigo Correa 14 Aug '09

14 Aug '09

Hi, What is there some "Spelling Dictionary" for the Portuguese - Brazil language to be used in OTRS? Currently only have the English and Deutsch. Thanks, _________________________________________________________________ Novo Internet Explorer 8. Baixe agora, é grátis! http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmail&utm_m…

2 1

Ticket search
by John Barratt 14 Aug '09

14 Aug '09

Hi, We are starting to use the ticket free fields to log metadata for incidents. Is there any way of enabling searching based on the contents of these fields? The AgentTicketSearch form has a highlighted section heading about a third of the way down called "TicketFreeText", but the itmes under this are only "Review Required", "Decision Result" and some times and dates. There doesn't appear to be any way of adding the Free Text fields using sysconfig - is there any way of adding these to the search form? Thanks, John -- Be Yourself @ mail.com! Choose From 200+ Email Addresses Get a Free Account at www.mail.com!

1 0

System log
by Lev Davidovich 14 Aug '09

14 Aug '09

Hi is there a way of retrieving the System log for longer periods of time (say the past week or month)? Or, perhaps, of searching for the System log for a certain day in the past? Thanks Lev

5 17

remove the shared memory segment and rebooting OTRS
by Lev Davidovich 14 Aug '09

14 Aug '09

Can anyone tell me how to remove the shared memory segment of /otrs/Kernel/System/Log.pm using the command line from a windows pc and then rebooting OTRS? Thanks

3 6

New ticket email notification without "Auto responses <--> Queues" ? 2.4.2 EBN?
by Alan McKay 14 Aug '09

14 Aug '09

Hey folks, This is my 3rd attempt at getting some help here - still just largely getting crickets. Someone suggested maybe I was not providing enough info. So I provided the ticket "history" in my previous attempt, and still crickets. Is there a link somewhere that tells me what info to send to the list to get help? If I create an "email ticket" in the web GUI, the user gets notification of the new ticket. However, if I send email as that same user, there is no notification coming back. The ticket gets created just fine. And when I close it, the user gets that notification. I use event based notification for both. But ticket close notification works. New ticket notification does not. Here is the ticket history for the one that did not work. What other info should I provide? NewTicket New Ticket [2009081110000064] created (Q=External Support;P=3 normal;S=new). root@localhost (Admin OTRS) 11/08/2009 15:18:02 CustomerUpdate Updated: CustomerID=alan.mckay@gmail.com;CustomerUser=alan.mckay@gmail.com; root@localhost (Admin OTRS) 11/08/2009 15:18:02 EmailCustomer Added email. root@localhost (Admin OTRS) 11/08/2009 15:18:02 Lock Locked ticket. amckay (Alan McKay) 11/08/2009 15:18:30 Misc Reset of unlock time. amckay (Alan McKay) 11/08/2009 15:18:30 OwnerUpdate New owner is "amckay" (ID=2). amckay (Alan McKay) 11/08/2009 15:18:30 AddNote Added note (Owner) amckay (Alan McKay) 11/08/2009 15:18:31 AddNote Added note (Close) amckay (Alan McKay) 11/08/2009 15:27:57 StateUpdate Old: "new" New: "closed successful" amckay (Alan McKay) 11/08/2009 15:27:57 SendCustomerNotification Notification sent to "Alan McKay <alan.mckay(a)gmail.com>". amckay (Alan McKay) 11/08/2009 15:27:57 Unlock Unlocked ticket. amckay (Alan McKay) 11/08/2009 15:27:57 Lock Locked ticket. amckay (Alan McKay) 11/08/2009 15:28:00 Misc Reset of unlock time. amckay (Alan McKay) 11/08/2009 15:28:00 -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

4 10

Closing ticket several at once.
by Rodrigo Correa 14 Aug '09

14 Aug '09

Hello, I have a queue in my OTRS that has a lot of ticket's open. I need to "remove" in a more quick and easy, you can remove directly from the database? Currently I access the queue, marking all the ticket and run an action (Bulk-Action) to remove them from my queue (Next ticket state>>> Removed). Thanks _________________________________________________________________ Novo Internet Explorer 8. Baixe agora, é grátis! http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmail&utm_m…

2 1

Using UTF8 by default
by Rodrigo Correa 14 Aug '09

14 Aug '09

Good afternoon, I have a problem with the configuration of my Default Charset, I have to use the default UTF8 - I am in Brazil. My browser of transmission, the OTRS database collection and the browser is configured to use the default UTF8, but still special characters (Ç, Í, Á, É, À, Ô, ...) are not identified. OBS.: My mail server, this also using UTF8. What may be happening? Do you have any tips? Thanks, _________________________________________________________________ Novo Internet Explorer 8. Baixe agora, é grátis! http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmail&utm_m…

2 2

(no subject)
by Lev Davidovich 14 Aug '09

14 Aug '09

Hi I get this message when I log on. Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 83, <PRODUCT> line 4. could someone explain to me what this message means and what I need to do to get OTRS working again? Thanks

1 0

event-based notification of new email tickets in 2.4.2
by Alan McKay 14 Aug '09

14 Aug '09

Well, nobody seems to be reading my other thread so let's put a new name on it and see what happens :-) I still cannot get this working. Customer emails support(a)example.com and I cannot get it working that they get a response with their ticket number. I do have it working that when the ticket gets closed, they get a response. Here is what I've tried : For closing a ticket I just went to : Admin, Notification(Event) which is at : /otrs/index.pl?Action=AdminNotificationEvent Then added a new notification with the following things checked : - Recipient - Customer - Event - TicketStateUpdate - State - selected both "Closed successful" and "Closed unsuccessful" - Queue - the queue I wanted this action associated with (will send different messages for different queues, so will create 1 per queue) - Then just supplied the subject and body of the message For opening a ticket, I tried a few things so far but no success. Most recently tried this : - Recipient - Customer - Event - TicketCreate - State - New (previously tried nothing checked in this box) - Queue - my queue in question. - Then just supplied the subject and body of message. But it does not work. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

7 20

reviewing / searching closed tickets (2.4.2)
by Alan McKay 14 Aug '09

14 Aug '09

Hey folks, I don't see any obvious place to review and/or search closed tickets. Neither in "Dashboard" nor "Ticket" Would be nice to have another category within the dashboard, in fact. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

2 2

ITSM configuration management (was: backwards priorities)
by Alan McKay 13 Aug '09

13 Aug '09

> Incident and Problem Management and Configuration Management. I see this : http://www.otrs.com/en/products/otrsitsm/configuration-management/ Looks interesting! Thanks for the tip - this may have some of the stuff i've been looking for! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

3 4

UTF8
by Rodrigo Correa 13 Aug '09

13 Aug '09

Good afternoon, I have a problem with the configuration of my Default Charset, I have to use the default UTF8 - I am in Brazil. My browser of transmission, the OTRS database collection and the browser is configured to use the default UTF8, but still the characters (from stress) are not identified. OBS.: My mail server, this also using UTF8. _________________________________________________________________ Descubra todas as novidades do novo Internet Explorer 8 http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmail&utm_m…

1 0

Inline Images
by Mikola Rose 13 Aug '09

13 Aug '09

Hello, I cannot seem to get attached images to show up in tickets inline. I don't think that I am misinterpreting the term inline. It does mean viewing attachments such as jpeg and png files inline or alongside said email. I have set Framework -> Core::Web AttachmentDownloadType: inline Am I missing something here? Mik

2 4

backwards priorities
by Alan McKay 13 Aug '09

13 Aug '09

Hi folks, The default OTRS priorities are completely backwards from most systems I've ever used. Usually "P1" is the top priority. If I just rename them all, will anything bad happen. e.g. rename "1 very low" to "5 very high" and so on. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

2 3

SOAP
by Hahnefeld Bjoern 13 Aug '09

13 Aug '09

Hello, We want to realize a intregration in PHP-Skripts. It should be possible to create and update companies and users. What must be done? Has everyone a snippet for that? Best regards Björn

2 1

Customer Notifications?
by Matt Reidy 13 Aug '09

13 Aug '09

Hi, I'm in the process of evaluating the latest release of OTRS on a Linux platform and was hoping to have someone explain how something is supposed to work. I've got inbound and outbound email working to the point that Agents an Customers are both notified when a new ticket is created but I also want to let the Customer know when a ticket is closed. I see the list of notifications on the Admin Notification page and that there are several Customer-related including StateUpdate. What I don't understand is how to invoke these notifications to generate an email. Is there a system setting I need to turn on? Is there a setting by Queue? Is it a preference by Customer? I have been able to successfully create a custom notification event for a closed ticket, but that seems like a work-around to a built-in feature that I just don't yet understand. Any guidance is really appreciated. -Matt ________________________________ The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies.

2 2

Bulk/batched actions
by Lev Davidovich 13 Aug '09

13 Aug '09

I had a queue which was wrongly configured and got filled up with messages which should have gone to another queue. So I had to manually transfer each and ever message to the correct queue? Is there a way of batching such actions so that, for example, I could move all those message to the other queue with one action? Thanks

3 6

Customer notification of closed ticket
by David Holder 13 Aug '09

13 Aug '09

Hi Everyone, Does anyone know how to set OTRS so that notifications are automatically sent to a customer when his/her ticket has been closed? I thought this would be done automatically when a ticket is closed and note-external is selected or likewise, but alas it doesn't. Failing that is there a way of setting it up in auto notifications and using a variable such as <OTRS_TICKET_*> Thanks, David

4 6

2.3.4 RHEL5 mail routing to Raw
by Partington, Eric 13 Aug '09

13 Aug '09

Hello list :) I was wondering if there were any suggestions out there as to why mail incoming mail is not routed to the designated queue's. I have set my /etc/mail/virtusertable to @mail domain otrs So I get all mail that is destined for my system After sendmail accepts the mail and sends it to otrs is where I think the problem occurs. I have a number of queues set up A A.1 A.2 B C C.1 C.2 Raw Postmaster I have three email addresses defined: a@domain -> queue A b@domain -> queue B otrs@domain -> queue C When I connect with telnet to the server and send an email to otrs@domain the email is not routed to queue C but to the Raw queue. If I send to any of the other queues then they are also sent to the Raw queue. I have checked that the email address is valid, the queue is vcalid. There are no errors in the logs. It appears that the parsing and moving isnt working. There are no generic agent jobs or filters present on the system. Any ideas ? This system was just migrated from 2.2.6 to 2.3.4 FYI. Eric Partington | Security Monitoring and Compliance | Royal Bank of Canada |T: 416-348-4429 _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

2 2

(no subject)
by Dillon Fishel 13 Aug '09

13 Aug '09

I keep getting these errors in our system log OTRS-GenericAgent-10 Can't create PID GenericAgent, because it's already running (domain.com/15148) The domain was changed in the email and the number is different on each line of the log. I was also wondering how to clear the system log. I have fixed most of them and need a clean log to see if they are coming up again. Thank you Dillon

1 0

fetch packages via proxy
by Joaquim Azevedo 13 Aug '09

13 Aug '09

Hi! My OTRS server (debian) is behind proxy. Can I fetch packages via proxy? How to configure the proxy? Thanks, Regards, Joaquim

2 2

OTRS with WAMP
by David Holder 12 Aug '09

12 Aug '09

Hi Everyone, To workaround the bug in the Windows installer (invalid URL causing apache to crash) I'm attempting to install OTRS onto a WAMP server. WAMP is installed on a Windows Server 2008 box as is Strawberry Perl. my httpd.conf file has been modified like so: # --- # OTRS configuration # --- # load mod_perl LoadFile 'C:/strawberry/perl/bin/perl510.dll' LoadModule perl_module modules/mod_perl.so # include the OTRS configuration #Include 'C:/wamp/www/OTRS/scripts/apache2-httpd-new.include.conf' <----------Causing the problem # --- The line highlighted above is causing an issue. If i comment it out apache will load up fine. If i uncomment it apache won't start. Contents of the file are: # -- # added for OTRS (http://otrs.org/) # $Id: apache2-httpd.include.conf,v 1.11 2007/04/16 12:11:53 martin Exp $ # -- # agent, admin and customer frontend ScriptAlias /otrs/ "C:/wamp/www/OTRS/bin/cgi-bin/" Alias /otrs-web/ "C:/wamp/www/OTRS/var/httpd/htdocs/" # if mod_perl is used <IfModule mod_perl.c> # load all otrs modules Perlrequire C:/wamp/www/OTRS/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl AllowOverride None ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders Order allow,deny Allow from all </Location> </IfModule> # directory settings <Directory "C:/wamp/www/OTRS/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "C:/wamp/www/OTRS/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 Anyone got any ideas as to what I'm doing wrong? Also I'm not sure if Perl is working correctly, if I comment out that code mentioned before and try to load up one of the pages I just get the code in my web browser. Thanks, David

1 0

change owner without first "zoom" ing
by Alan McKay 12 Aug '09

12 Aug '09

Hey folks, While I work on that other problem - here is one that is annoying. When a new ticket comes into the queue, I click on it and before I get the "owner" option I have to first hit "zoom" I'd like to have the "owner" link right in that first screen, without having to zoom. Can I do that? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

2 5

auto create customer?
by Alan McKay 12 Aug '09

12 Aug '09

OK, here is another potential solution to my problem. Is it possible to have a customer automatically created when an email comes in to the support email? I know this could open the door to other potential problems - but the customer could be created with next to no privs until verified by an agent. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

2 1

New Ticket Notifications
by Jeff Travers 12 Aug '09

12 Aug '09

I'm running OTRS on an IIS 6 box with a MySQL backend DB. I've upgraded to 2.4.2 without any issues. Under 2.3.4 I was only receiving new ticket notifications in my monitored queues if the ticket was left in an open state. Under the new build I'm receiving notifications even if a ticket is submitted and closed in the same action. Is there a way to configure the system to send notifications only if the ticket is left open? I can't recall if or where we made this setting under 2.3.4. Thanks!

2 4

Help Fetching emails via POP3 or IMAP under Windows
by Matt Reidy 12 Aug '09

12 Aug '09

Are there any step-by-step guides to receiving emails under Windows beyond what is included in Chapter 7 of the admin guide? Thanks, -Matt ________________________________ The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies.

6 7

Article storage on disk concerning junk mails
by Lars Monsees 12 Aug '09

12 Aug '09

Hi, I couldn´t find info wether the corresponding files will be deleted on disk when a ticket is moved to the junk queue and deleted. If that didn´t happen there would be lots of files cluttering up the disk. Anyone got any information? Lars

2 4

Notification Emails not being sent to external email addresses
by Jonathan Clayton 12 Aug '09

12 Aug '09

Hi, My setup of OTRS will not send any notification type emails to external addresses. Currently, I have a admin (Jon), and have setup his email to be jon(a)internaldomain.co.uk. Then when messages are sent back and forth and external users/customers to update new tickets, Jon will received notification emails perfectly well, such as "you have a follow up" or "a ticket has been updated", this is great. However, as Jon now wants to be able to get notifications sent to his external "googlemail" account, I tried changing over his email from jon(a)internaldomain.co.uk , to his external email, jon(a)googlemail.com Now none of the notification emails ever reach his googlemail account, neither do they go into the "spam" folder. It is the same if he uses any other external email account like jon(a)yahoomail.co.uk. What I don't understand is why, if you update a ticket, all external emails addresses are emailed fine. Also if you email jon from the admin email screen, he receives the email. Currently our setup is to use SMTP to an exchange server which is located on our network. It's almost like when notifications are sent out, they are using sendmail rather than SMTP?? Could this be the case? How can normal emails and ticket updates work, while email notifcations work fine internally, but not to external emails!!! Its weird and baffling me, I've tried everything! Please can someone help me with this before I rip my hair out. Best regards, Jon. The information in this e-mail (which includes any files transmitted with it) is confidential and may also be legally privileged. It is intended for the addressee only. Access to this e-mail by anyone else is unauthorised. It is not to be relied upon by any person other than the addressee except with our prior written approval. If no such approval is given, we will not accept any liability (in negligence or otherwise) arising from any third party acting, or refraining from acting, on such information. Unauthorised recipients are required to maintain confidentiality. If you have received this e-mail in error please notify us immediately, destroy any copies and delete it from your computer system. Any use, dissemination, forwarding, printing or copying of this e-mail is prohibited. Copyright in this e-mail and any document created by us will be and remain vested in us and will not be transferred to you. We assert the right to be identified as the author of and to object to any misuses of the contents of this e-mail or such documents. Moneyplus Group is part of the MoneyPlus Group Limited (registered no. 05528673) Registered office: Lawson House, 22-26 Stockport Road, Altrincham, Cheshire WA15 8EX Registered in England and Wales.

4 5

Dashboard logs SQL errors in PerlEx
by Jeff Travers 12 Aug '09

12 Aug '09

Upgraded from 2.3.4 to 2.4.2 on IIS6 with a MySQL DB. The dashboard is not displaying anything under "New Tickets". Also, each time I click on the dashboard there is an error generated in PerlEx. ----------- *** 'C:\otrs\bin\cgi-bin\index.pl' log message at: 2009/08/12 08:33:25 [Wed Aug 12 08:33:24 2009] -e: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 2, ' at line 1 at C:/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 559. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Aug 12 08:33:24 2009 Message: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 2, ' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time <= 1250080344 ORDER BY st.create_time_unix DESC LIMIT 10' Traceback (3332): Module: Kernel::System::Ticket::TicketSearch (v1.408) Line: 4765 Module: Kernel::Output::HTML::DashboardTicketGeneric::Run (v1.16) Line: 179 Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 390 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: PerlEx::Precompiler::c_::otrs::bin::cgi2dbin::index_pl::__ANON__ (v1.88) Line: 48 Module: (eval) (unknown version) Line: 458 Module: PerlEx::Precompiler::Execute (unknown version) Line: 458 [Wed Aug 12 08:33:24 2009] -e: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time <= 1250080344 LIMIT ' at line 1 at C:/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 559. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Aug 12 08:33:24 2009 Message: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time <= 1250080344 LIMIT ' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time <= 1250080344 LIMIT 10000' Traceback (3332): Module: Kernel::System::Ticket::TicketSearch (v1.408) Line: 4765 Module: Kernel::Output::HTML::DashboardTicketGeneric::Run (v1.16) Line: 198 Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 390 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: PerlEx::Precompiler::c_::otrs::bin::cgi2dbin::index_pl::__ANON__ (v1.88) Line: 48 Module: (eval) (unknown version) Line: 458 Module: PerlEx::Precompiler::Execute (unknown version) Line: 458 [Wed Aug 12 08:33:24 2009] -e: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 2, ' at line 1 at C:/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 559. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Aug 12 08:33:24 2009 Message: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 2, ' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time <= 1250080344 LIMIT 10000' Traceback (3332): Module: Kernel::System::Ticket::TicketSearch (v1.408) Line: 4765 Module: Kernel::Output::HTML::DashboardTicketGeneric::Run (v1.16) Line: 198 Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 390 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: PerlEx::Precompiler::c_::otrs::bin::cgi2dbin::index_pl::__ANON__ (v1.88) Line: 48 Module: (eval) (unknown version) Line: 458 Module: PerlEx::Precompiler::Execute (unknown version) Line: 458 [Wed Aug 12 08:33:24 2009] -e: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.responsible_user_id IN (2) AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND ' at line 1 at C:/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 559. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Aug 12 08:33:24 2009 Message: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.responsible_user_id IN (2) AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND ' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.responsible_user_id IN (2) AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time <= 1250080344 LIMIT 10000' Traceback (3332): Module: Kernel::System::Ticket::TicketSearch (v1.408) Line: 4765 Module: Kernel::Output::HTML::DashboardTicketGeneric::Run (v1.16) Line: 198 Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 390 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: PerlEx::Precompiler::c_::otrs::bin::cgi2dbin::index_pl::__ANON__ (v1.88) Line: 48 Module: (eval) (unknown version) Line: 458 Module: PerlEx::Precompiler::Execute (unknown version) Line: 458 [Wed Aug 12 08:33:25 2009] -e: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time >= 1250079505 ORDER ' at line 1 at C:/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 559. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Aug 12 08:33:25 2009 Message: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time >= 1250079505 ORDER ' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND sq.group_id IN (1, 2, 3, 4, 5, 6) AND st.until_time >= 1250079505 ORDER BY st.until_time ASC LIMIT 25' Traceback (3332): Module: Kernel::System::Ticket::TicketSearch (v1.408) Line: 4765 Module: Kernel::Output::HTML::DashboardCalendar::Run (v1.11) Line: 100 Module: Kernel::Modules::AgentDashboard::_Element (v1.14) Line: 390 Module: Kernel::Modules::AgentDashboard::Run (v1.14) Line: 245 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: PerlEx::Precompiler::c_::otrs::bin::cgi2dbin::index_pl::__ANON__ (v1.88) Line: 48 Module: (eval) (unknown version) Line: 458 Module: PerlEx::Precompiler::Execute (unknown version) Line: 458

2 1

OTRS-CGI-10 Need UserLogin or UserID!
by Hien HUYNH HUU 12 Aug '09

12 Aug '09

Hi all, I don't know when I check system log , I receive a lot of errors as subject "OTRS-CGI-10 Need UserLogin or UserID!" Please help me to fix this problem Best regards, Huu Hien

1 0

customer LDAP login from child domain
by adept 12 Aug '09

12 Aug '09

just wondering if anyone can provide some guidance as to how best configure OTRS customers to be logged in via LDAP from two domains (one is a sub domain, trusted by the top level) currently we have two domains (domainA + domainB) - some clients/customers are a member of domainA, others are in domainB i would like to grant both these groups access to the customer interface. example schema AUWIN2k3.domainA.local |_ AUWIN2k8.domainB.local i have tried copying my config for domainA into Config.pm to no avail...

1 0

Apache performance with OTRS
by David Holder 11 Aug '09

11 Aug '09

Hi Everyone, I've got a Windows OTRS install in a VM on a pretty beefy server (3ghz, allocated 2GB Ram etc). I've noticed however that the apache service will very frequently go to 100%, even during simple tasks such as logging into the admin interface. Does anyone have any hints/tips regarding apache performance with OTRS? Thanks, David

2 1

docs for new event-based notification?
by Alan McKay 11 Aug '09

11 Aug '09

OK, I don't see any at http://doc.otrs.org/2.4/en/html/ Specifically looking for examples of how to set it up so that customer gets email notification when (1) new ticket created, and (2) ticket closed thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

3 10

Apache demon crashing via customer using IE
by David Holder 11 Aug '09

11 Aug '09

Hi Chaps, I've installed OTRS on a Windows Server 2008 VM, working with LDAP etc. When I log into the customer interface on any machine on my network it crashes the apache service on my OTRS server and logs the following error messages: [Tue Aug 11 14:07:04 2009] [error] [client 192.168.1.181] (20024)The given path is misformatted or contained invalid characters: Cannot map GET /otrs/$Env%7B%22Baselink%22%7DAction=CustomerTicketSearch&Subaction=OpenSearchDescriptionTicketNumber HTTP/1.1 to file [Tue Aug 11 14:07:49 2009] [notice] Parent: child process exited with status 255 -- Restarting. [Tue Aug 11 14:08:08 2009] [notice] Apache/2.2.10 (Win32) PHP/5.3.0 mod_perl/2.0.4-dev Perl/v5.10.0 configured -- resuming normal operations Has anyone experienced this before? Thanks, David

2 1

New ticket notification though ticket-state is closed
by Lars Monsees 11 Aug '09

11 Aug '09

Hi, in 2.3 I created a telephone ticket, set a queue, set an agent, and set the state to a closed-state and no notification email was created. Now, with 2.4 I receive a notification email what is quite useless as the ticket is in a closed-state. I searched in the sysconfig for "closed" but couldn´t find anything useful. How do I get the old behaviour back? Lars PS: Why these changes in OTRS that break old behaviour and break settings??? There are several examples as can be seen from my mails =(

2 1

Tickets missing E-Mail Content
by Matt Haynes 11 Aug '09

11 Aug '09

I'm having a problem with version 2.4.1 (although it could be in other versions since this is my first) where the ticket view is not displaying the full content of some e-mails. The text is in the article table in the a_body field, but it's just not displaying in the ticket view (or the response.) Oddly enough, my e-mail signature is showing and it seems to be working properly for some e-mails. If it matters, I'm using IIS, IE7 as my browser, MSSQL and the affected e-mails in the database are showing as text/plain; charset="us-ascii". Some e-mails with this character set are showing properly. Would be appreciative for any help! Key Travel is a full service TMC. So the next time you call with an enquiry, remember that you can book your complete travel itinerary in one go, from flight, rail and hotel bookings to visa lodging, car hire and airport parking. Ask your consultant for our full range of services. Think before you print DISCLAIMER This email, along with any attachment/s, are intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Key Travel systems we can accept no responsibility once it has been sent. Communications on Key Travel's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes. Registered UK Office: Key Travel Ltd, 28-32 Britannia Street, London WC1X 9JF. Company registration 1524302.

1 0

Ticket missing E-Mail Content
by Matt Haynes 11 Aug '09

11 Aug '09

I'm having a problem with version 2.4.1 (although it could be in other versions since this is my first) where the ticket view is not displaying the full content of some e-mails. The text is in the article table in the a_body field, but it's just not displaying in the ticket view (or the response.) Oddly enough, my e-mail signature is showing and it seems to be working properly for some e-mails. If it matters, I'm using IIS, IE7 as my browser, MSSQL and the affected e-mails in the database are showing as text/plain; charset="us-ascii". Some e-mails with this character set are showing properly. Would be appreciative for any help! Key Travel is a full service TMC. So the next time you call with an enquiry, remember that you can book your complete travel itinerary in one go, from flight, rail and hotel bookings to visa lodging, car hire and airport parking. Ask your consultant for our full range of services. Think before you print DISCLAIMER This email, along with any attachment/s, are intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Key Travel systems we can accept no responsibility once it has been sent. Communications on Key Travel's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes. Registered UK Office: Key Travel Ltd, 28-32 Britannia Street, London WC1X 9JF. Company registration 1524302.

1 0

otrs file upload and dragdropupload
by Bianchi, Giordano 11 Aug '09

11 Aug '09

Hello everyone, I'm trying to modify the OTRS template to be able to get the file upload working with the "dragdropupload" firefox extension. Basically I just need to do have the submit button "AttachmentUpload" run every time there is a change in the "file_upload" field of the form...can somebody point me in the right direction? Unfortunately my javascript skills are very low... I think I need to add an "onchange" event to this: <input name="file_upload" type="file" size="40" class="fixed"/> which will call <input class="button" type="submit" name="AttachmentUpload" value="$Text{"Attach"}"/>. I know I can do a submit();, what I can't figure out is how to call it with the right parameters to start the upload of the file. Thanks in advance for all the help. Giordano Bianchi

1 0

Company E-Mail Notification???
by Timothy J. Deerinck 10 Aug '09

10 Aug '09

Hello, I am new to OTRS and was wondering if anyone could share some help on it. What I have seen and used so far is absolutely awesome! I 2.4.2 and the ITSM from source on Debian 5. I am finding my way around rather quickly thru many test tickets! :) I have enabled company groups thru the Config.pm file which is working great. What I would like to do is this: 1. Customer Company has 10 employees, and 2 managers who would like to stay up on what issues are happening. 2. For this example, Steve and Bill are the company managers, Joe is one of the employees. All employees are grouped to company using ID. 3. Joe submits a Ticket as a customer to OTRS. The ticket sends Joe a notice that ticket is created and being processed. 4. Agent from my company routes and processes customer requests for the entire process. What I need is for any activity that is generated by the employee, Joe, to also have responses sent to Steve and Bill. This way, the managers are aware of any issues happening with their employees and are kept in the loop! Now steps 1 thru 4 I have working perfectly, it is the manager notification I have not figured out. Can anyone steer me the right direction on this??? Thanks very much in advance!! ~Tim

1 0

Re: [otrs] To vs Cc, redeux, again
by Richard Stockton 10 Aug '09

10 Aug '09

First, thanks to all who tried to help. Sadly, the same problems remain. >> First: >> When a message is sent to OTRS via "support(a)example.com" it goes >> into the support queue. When the ticket is replied to, the TO >> address ("support(a)example.com") is put in the CC field of the >> reply. So the reply ends up being sent back to the queue. This >> is NOT what we want. How do I stop that behavior? I would like >> to see any OTRS or Agent email filtered out of the reply CC. >> UPDATE: "Fixed" this by making the CC: blank. Not the best solution. Mariano Mara replied: >I'm not a pro but let me try with this first one: >When you said "When the ticket is replied to, the TO address...", I >assume you meant "the FROM address": No, I meant the "To:" address, that's what makes not sense to me. >if you get a message to >support(a)example.com, you want to reply from support(a)example.com, don't >you? Yes, and it does, but it also puts "support(a)example.com" in the CC of the reply. >What do you have in the "Systemaddress" parameter in the Queue >Configuration Page for "support"? support(a)example.com? "otrssupp(a)mail.example.com" which resolves from the alias "support(a)example.com". Sorry, Mariano, not much help. Then, Guillermo Vargas-DellaCasa replied: >Maybe this helps... >http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=322 Unfortunately none of the 3 scenarios was true in my case. The email was NOT CCed to anyone, it was a simple one-To and one-From. The To: was "support(a)example.com" and the From was a client address. When I replied, the original From: was made the To: (as it should) and the original To: was put into the CC field (as it should NOT). Again, nice try, but I'm afraid the problem remains. In addition, I still have the other 2 problems. Second: There used to be a line like this at the top of the queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not in' that queue. Is there a way to re-enable that in 2.4.2? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want in that. Third: I try to set the log info using the sysconfig GUI. When that doesn't work I tried to set it directly in Config.pm. When that didn't work I tried to set it in ZZZAAuto.pm. No matter what I do OTRS won't let me set an alternate log file. I finally set the log facility to local0 (which it DID let me do) and redid my /etc/syslog.conf file to send the log data to a file of my choosing. This works, but I would still prefer to control this via the sysConfig GUI. Any ideas? Once again I appreciate the efforts so far, can anyone else offer any enlightenment on my 3 problems with OTRS 2.4.2? And do the developers ever read this forum? Thanks. - Richard

2 1

Stats to report ticket-id and its description
by Vijayan Thattai 10 Aug '09

10 Aug '09

Friends I am looking for stats in OTRS that can give me a list of all new /closed tickets with Ticket Id, and a brief description , title and owner of tickets ? Present reports only give me a total of new / closed tickets in a particular queue, however i need additional information such as who is the current owner / ticket description in the stats. This will be helpful for me during meetings where individual owners can get a print out of all the outstanding tickets they own . Thanks in advance. vjn

3 2

To vs Cc
by Richard Stockton 08 Aug '09

08 Aug '09

Hi there, I just installed 2.4.2 and got everything to work fairly well, but I am seeing some strange behavior. First: When a message is sent to OTRS via "support(a)example.com" it goes into the support queue. When the ticket is replied to, the TO address ("support(a)example.com") is put in the CC field of the reply. So the reply ends up being sent back to the queue. This is NOT what we want. How do I stop that behavior? I would like to see any OTRS or Agent email filtered out of the reply CC. Second: There used to be a line like this at the top of the queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not in' that queue. Is there a way to re-enable that in 2.4.2? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want in that. Would appreciate any enlightenment. TIA. - Richard

3 2

To vs Cc, redeux
by Richard Stockton 07 Aug '09

07 Aug '09

Since I didn't get any answers the first time, I am sending this again with a third added strangeness... Hi there, I just installed 2.4.2 and got everything to work fairly well, but I am seeing some strange behavior. First: When a message is sent to OTRS via "support(a)example.com" it goes into the support queue. When the ticket is replied to, the TO address ("support(a)example.com") is put in the CC field of the reply. So the reply ends up being sent back to the queue. This is NOT what we want. How do I stop that behavior? I would like to see any OTRS or Agent email filtered out of the reply CC. UPDATE: "Fixed" this by making the CC: blank. Not the best solution. Second: There used to be a line like this at the top of the queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not in' that queue. Is there a way to re-enable that in 2.4.2? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want in that. Third: I try to set the log info using the sysconfig GUI. When that doesn't work I tried to set it directly in Config.pm. When that didn't work I tried to set it in ZZZAAuto.pm. No matter what I do OTRS won't let me set an alternate log file. I finally set the log facility to local0 (which it DID let me do) and redid my /etc/syslog.conf file to send the log data to a file of my choosing. This works, but I would still prefer to control this via the sysConfig GUI. Any ideas? I would greatly appreciate any enlightenment at all. Do the OTRS developers read this list? TIA. - Richard

1 0

Re: [otrs] OTRS 2.4.2 on Windows SMTP Outbound Mail Issue
by Stager, Ken 07 Aug '09

07 Aug '09

Matt, I've seen similar messages in my installation, but due to my OTRS box being in a different domain than my Exchange box and having a bad mx record for my Exchange box, resolved by adding an entry to my Exchange box in the OTRS server's host file. I'd look there first, make sure you can connect to the SMTP service via telnet <your Exchange server> 25 from your OTRS install and authenticate with the account you are using for SMTP. Check your Exchange box's SMTP logs and see if that provides any detail about what the problem is. Also, be sure you have the right SMTP settings in the config.pm file. I've found that on a Windows install, the SMTP settings in the GUI don't change the settings in the config file, but rather show what is there. Ken ================ Hello List, I am attempting to evaluate OTRS and have it installed on a Windows 2003 server. I am unable to get outbound mail to work using an internal SMTP relay server (Exchange) and have verified that there is no authentication or communication issue with my SMTP server from the OS on the server that OTRS is installed on. Associated otrs.log file entries are: [Fri Aug 7 11:16:14 2009][Error][Kernel::System::Email::SMTP::Send][92] Can't connect to osmtp.snagajob.com: Bad file descriptor! [Fri Aug 7 11:16:14 2009][Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendCustomerNotification] Sent customer 'Ticket Closed' notification to 'MMR1 <mmr1(a)snagajob.com<mailto:mmr1@snagajob.com <mailto:mmr1@snagajob.com> >>'. My belief is that the system does in fact connect to the SMTP server because if I specify a host name that does not exist, I get a different error message. Has anyone else run into this and resolved it? I've checked online to no avail... Thanks! -Matt ================

1 0

Re: [otrs] Queue <> Services relationship
by Tomasz Dabrowski 07 Aug '09

07 Aug '09

Yes, you can do it using ACL. Pls search list's archive. Tomasz > Hello, > So, I still haven't figure out this one yet... So I'm assuming it is not possible, but I thought I will ask again one more time... Is it possible to limit the options under "Service" field when a user is creating a ticket based on what the user selected on the "To:" field? For example, if the user select To: Network Team, then he will get the services: Internet, Email, Folder Shares. But if he select To: Database Team, then we he goes to select a service he will see: Database, Student Database. I'm running OTRS 2.4.2 and ITSM 1.3 Thanks.... --------------------------------------------------------------------------------------- Cetelem Bank S.A. ul. Kijowska 1, skr. poczt. 276 00-987 Warszawa Sąd Rejonowy w Warszawie - XIII Wydział KRS pod nr KRS 0000221121- NIP: 113-25-17-083 - REGON: 015823773. Kapitał zakładowy w wysokości 178.930.000 złotych całkowicie wpłacony. This message and any attachments (the "message") is intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. Cetelem Bank S.A. shall (will) not therefore be liable for the message if modified. Ta wiadomość i jakiekolwiek załączniki do niej dołączone (dalej "wiadomość") są przesłane do wyłącznej wiadomości adresatów i są poufne. Jeśli otrzymał Pan/Pani tą wiadomość przez przypadek prosimy o skasowanie jej i powiadomienie nadawcy. Jakiekolwiek nieuprawnione użycie wiadomości, rozpowszechnienie lub ujawnienie w części lub w całości jest zabronione poza przypadkiem uzyskania formalnej zgody nadawcy. Internet nie gwarantuje integralności wiadomości. Cetelem Bank S.A. nie bierze odpowiedzialności za tą wiadomość, jeśli została ona zmodyfikowana.

2 1

OTRS 2.4.2 on Windows SMTP Outbound Mail Issue
by Matt Reidy 07 Aug '09

07 Aug '09

Hello List, I am attempting to evaluate OTRS and have it installed on a Windows 2003 server. I am unable to get outbound mail to work using an internal SMTP relay server (Exchange) and have verified that there is no authentication or communication issue with my SMTP server from the OS on the server that OTRS is installed on. Associated otrs.log file entries are: [Fri Aug 7 11:16:14 2009][Error][Kernel::System::Email::SMTP::Send][92] Can't connect to osmtp.snagajob.com: Bad file descriptor! [Fri Aug 7 11:16:14 2009][Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendCustomerNotification] Sent customer 'Ticket Closed' notification to 'MMR1 <mmr1(a)snagajob.com<mailto:mmr1@snagajob.com>>'. My belief is that the system does in fact connect to the SMTP server because if I specify a host name that does not exist, I get a different error message. Has anyone else run into this and resolved it? I've checked online to no avail... Thanks! -Matt ________________________________ The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies.

1 0

test
by Matt Reidy 07 Aug '09

07 Aug '09

?? Matt Reidy Director of IT Operations SnagAJob.com, Inc.<http://www.snagajob.com/> 4880 Cox Road, Suite 200 Glen Allen, VA 23060 (804) 433-2797 ~ office (804) 519-1340 ~ cell (804) 433-2793 ~ fax mreidy(a)snagajob.com [cid:image001.gif@01CA174D.B28E95D0]<http://www.snagajob.com/> ________________________________ The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies.

1 1

Re: [otrs] Queue <> Services relationship
by Guillermo Vargas-DellaCasa 07 Aug '09

07 Aug '09

Hello, So, I still haven't figure out this one yet... So I'm assuming it is not possible, but I thought I will ask again one more time... Is it possible to limit the options under "Service" field when a user is creating a ticket based on what the user selected on the "To:" field? For example, if the user select To: Network Team, then he will get the services: Internet, Email, Folder Shares. But if he select To: Database Team, then we he goes to select a service he will see: Database, Student Database. I'm running OTRS 2.4.2 and ITSM 1.3 Thanks.... -----Original Message----- From: Guillermo Vargas-DellaCasa Sent: Wednesday, August 05, 2009 4:53 PM To: 'otrs(a)otrs.org' Subject: Queue <> Services relationship Hi again, How can I establish a relationship between Queue and Services? I would like customers to select a Queue on the "TO:" field when they are creating a ticket and that the "Service" field be updated to show only services handled by that particular Queue. For example: To: Networking Team Services: Internet, Email, Folder Shares To: Database Team Services: HR Database, Student Database Is that possible? Thanks! Guillermo Vargas-Dellacasa Computer Operations Manager North Hunterdon-Voorhees Regional High School District (908) 713-4199 ext 5128 gvargas-dellacasa(a)nhvweb.net

2 1

New FAQ Article Default Language - is it possible to change ?
by Tibor Hirner 07 Aug '09

07 Aug '09

Hi all, I would like to change the new FAQ article default language from DE to SK. Is it possible ? I have searched SysConfig through, no usable result. Thank you for any idea (experience). Sincerely, Tibor.

2 1

GenericAgent.pl error
by Bianchi, Giordano 07 Aug '09

07 Aug '09

I'm building a new OTRS system on Suse's SLES11, but every time GenericAgent.pl runs, I get the following error: "(in cleanup) Can't call method "FETCH" on an undefined value at /usr/lib/perl5/vendor_perl/5.10.0/Net/LDAP.pm line 274, <DATA> line 275 during global destruction." Has this happened to anybody else? Thanks, Giordano Bianchi

2 1

LDAP tls authentication Fun
by Mauricio Tavares 07 Aug '09

07 Aug '09

I am trying to have otrs to have some of my agents defined in ldap. So, I set /etc/otrs/Kernel/Config.pm as follows: # Authenticate agents against LDAP backend $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldap-pserver.internal.domain.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=users,ou=Groups,dc=domain,dc=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, verify => 'require', cafile => '/etc/ssl/certs/root.pem', # async => 0, version => 3, }; When I try to login, either as a previously defined (in its database, and that includes root) otrs user or as one of the ldap users, it seems to be looking for them in ldap: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Wed Aug 5 12:09:54 2009 Message: First bind failed! TLS confidentiality required Traceback (32329): Module: Kernel::System::Auth::LDAP::Auth (v1.46) Line: 191 Module: Kernel::System::Auth::Auth (v1.29) Line: 121 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 192 Module: /usr/share/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 What should I tell otrs to look for users in its own database there and then for ldap users, well, in ldap? And, what would this "TLS confidentiality required" error be trying to tell me?

3 9

FAQ pictures taking longer to load for customers
by Emily Flynn 07 Aug '09

07 Aug '09

(OTRS version 2.3.4, FAQ version 1.5.4) Hi all, I created an article in our FAQ that makes use of three GIF's embedded using the WYSIWYG editor, the Gif's are roughly 350KB each. The article was external (customer) from the start. When I browse to the FAQ through the Agent login, the pictures load up fine, but when I browse to the FAQ throught the customer login, the pictures take a minute or two to load. I have Any suggestions on what I could do to resolve this? Thanks Emily

2 4

Changing the otrs queue look
by Mauricio Tavares 07 Aug '09

07 Aug '09

I have a bit of a problem. People here that are going to use otrs do not like the way the ticket queues are shown: when you are working with a ticket, the thread associated to it is shown just as a list of subjects (they would like it to be a bit less terse). And when you select the list of tickets in the queue, it takes too much real state on the screen because it is showing the contents of every ticket as opposite to just a brief overview. The search engine's results would be more of what they wanted to see here. Or, as one mentioned something more rt-like. Can I change that?

2 1

how to enforce to select SLA
by Jeffery Chen Fan 07 Aug '09

07 Aug '09

Dear All, when create ticket, how to enforce the agent to select one SLA. -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

1 0

SOLVED Master / Slave
by Fürtbauer Wolfgang 06 Aug '09

06 Aug '09

That's what I found: - install package "Master / Slave" - create new ticket and set MasterTicket to "New Master Ticket" - link other tickets with linktype "Child" - closing the Masterticket closes also the child tickets But one cannot change the MasterTicket field once the ticket is created (at least I did'nt find out how) Best regards Wolfgang ________________________________ Von: Fürtbauer Wolfgang Gesendet: Donnerstag, 06. August 2009 16:36 An: otrs(a)otrs.org Betreff: Master / Slave Dear friends, has anbody found out how to use the Master / Slave feature in OTRS 2.4.2? (of course the package is already installed) Thanks and best regards Wolfgang

1 0

tickets per user agent
by Karlos Jelez 06 Aug '09

06 Aug '09

Hi list, Do anyone know how to report tickets per agent in a monthly basis? Any help will be appreciated. Thanks Karlos Jelez

2 1

Installing PHPMyAdmin alongside OTRS
by David Holder 06 Aug '09

06 Aug '09

Hi chaps, I'm trying to install phpmyadmin alongside OTRS for easier management of the DB. I've installed PHP and put the PHPMyAdmin directory into my htdocs folder in OTRS/Apache, but when I try to open http://localhost/phpmyadmin/index.phpI'm just greeted with the actual PHP code in my web browser. Anyone got any ideas what I need to do? Thanks, David

4 4

Master / Slave
by Fürtbauer Wolfgang 06 Aug '09

06 Aug '09

Dear friends, has anbody found out how to use the Master / Slave feature in OTRS 2.4.2? (of course the package is already installed) Thanks and best regards Wolfgang

1 0

general email woes
by Alan McKay 06 Aug '09

06 Aug '09

OK, I have the site configured to send an email upon close - but I'm not getting the emails. I do get email when I open a ticket - no problem at all. I also had it set earlier to give emails when other things happen to the ticket, and that seemed to work well to although I eventually turned off those other emails as superfluous. I notice that the fetchmail cronjob is returning this : fetchmail: no mailservers have been specified. Which I don't understand because all of the rest of it seems to work. OTRS is on a different server from the mail server. support2(a)example.com (where example.com is my real domain of course) is set to go the mail server. And then inside of OTRS in "Postmaster Mail Account" I have that address entered for POP3 and the right username and password. And just as I typed that I thought of searching the docs, and found this page : http://doc.otrs.org/2.3/en/html/x1331.html#email-receiving-fetchmail OK, I had not yet copied ..fetchmailrc.dist So why was this working up til now? How was it working? I checked my /var/spool/mail/otrs and it had my emails in there So now I set up the .fetchmailrc, and test it by manually running fetchmail. It fetches the new mail OK from the test I'd sent, but now nothing works! My customer did not get notified of a ticket number! WTF? Here is what I set in .fetchmailrc poll 192.168.3.40 protocol POP3 user support2 pass YOUWISH is otrs here When I manually run fetchmail, I get the following errors even though it seems to work : fetchmail: Server CommonName mismatch: mail.example.com != 192.168.3.40 fetchmail: Server certificate verification error: self signed certificate fetchmail: Server certificate verification error: certificate has expired fetchmail: No mail for support2 at 192.168.3.40 Where again example.com is my real domain name. I know that there will be the mismatch given because OTRS is back in the DMZ with my mail server, and both use RFC1918 addresses. Our firewall does 1:1 NAT to give them "real" IP addresses in the outside world. And I know my certificate is barfed but I'm not asking it to do POP3S so why is it even checking the cert? I don't get it. In any case, with the .fetchmailrc in place, I send an email but no ticket gets created, and there is now email back of course with ticket number. And of course the next logical experiment is to remove the .fetchmailrc and see what happens, right? So I remove it, and send a new email - and it works! ??? I'm so very confused! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

3 7

how to unlock tickets?
by Glossop, Andrew 06 Aug '09

06 Aug '09

As Admin, I want to be able to unlock a ticket. At the moment I have to change the owner to myself. Is there a way to be able to unlock tickets easily? Ideally there would be an unlock link at the top of the ticket (in AgentTicketZoom). Also, is it possible to answer a ticket without being the owner? As Admin I often want to do this, without having to own the ticket. Kind Regards, Andrew Glossop

2 1

Re: [otrs] OTRS 2.4.1 Links in agent notifications are not clickable links
by Stager, Ken 06 Aug '09

06 Aug '09

The single .pm file updated did not work, but pushing the system to 2.4.2 and copying over configuration files from the 2.4.1 install did the trick. Thanks!

1 0

connection to several active directories
by Leonardo Certuche 05 Aug '09

05 Aug '09

Hi there, Here's a short question for the ones who have OTRS working against Microsoft Active Directory: Is it possible to integrate a single OTRS installation with several Microsoft's Active Directory at the same time? Thanks in advance for your help. Greetings, Leonardo Certuche

3 2

Queue <> Services relationship
by Guillermo Vargas-DellaCasa 05 Aug '09

05 Aug '09

Hi again, How can I establish a relationship between Queue and Services? I would like customers to select a Queue on the "TO:" field when they are creating a ticket and that the "Service" field be updated to show only services handled by that particular Queue. For example: To: Networking Team Services: Internet, Email, Folder Shares To: Database Team Services: HR Database, Student Database Is that possible? Thanks! Guillermo Vargas-Dellacasa Computer Operations Manager North Hunterdon-Voorhees Regional High School District (908) 713-4199 ext 5128 gvargas-dellacasa(a)nhvweb.net

1 0

Differences in US, CA and UK English?
by Alan McKay 05 Aug '09

05 Aug '09

Hey folks, I am pretty familiar with US vs UK differences What about Canadian English? Is there some way for me to compare all 3 of these? Or can some one tell me? Enquiring minds (here in Canada) want to know :-) thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

2 1

Email configuration issues with OTRS
by Michiel Beijen 05 Aug '09

05 Aug '09

Personally, I would always choose to just configure the IMAP mailboxes via Admin > PostMaster Mailboxes. If you'd have set up the cron jobs as per the manual, you woulnd't have to alter those, and also you would not have to bother about fetchmail - OTRS will retrieve the messages directly from IMAP. If you would decide to use fetchmail however, the OTRS mailing list is probably not the best place to ask about configuring fetchmail. Try your favorite unix/linux forum for that. Best regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, Aug 5, 2009 at 11:33, rajaa Jlil <rajaa_0000(a)hotmail.com> wrote: > Dear colleague > > Could you please help me to configure otrs, I have a trainee who works on > it but she has difficulties on sending/receiving emails > > Mentioned below the procedure of configuring: > > She edited this file: /opt/otrs/.fetchmailrc > > And type this line: > > *Poll DEEXVS03 protocol IMAP user ** > wincor-nixdorf/softwaresupport.ma/softwaresupport.ma(a)wincor-nixdorf.com*<wincor-nixdorf/softwaresupport.ma/softwaresupport.ma(a)wincor-nixdorf.com> > * **password YOURPASSWORD is otrs* > > After that, she activated the cronjob for fetchmail. /opt/otrs/var/cron and > edited the file: fetchmail by adding this line: > > #fetch every 5 minutes emails via fetchmail > > */5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail –a >> /dev/null > > So normally OTRS/fetchmail should fetch the emails every 5 minutes from the > IMAP/Exchange postbox, but it doesn’t work. > > Maybe it’s possible to change somewhere in the source code? > > With kindest regards. > > Cordialement > > > > -JLIL Rajaa- > ESG-Casablanca > tél : 0665 78 86 49 > > > > > > Date: Fri, 19 Jun 2009 10:41:19 -0700 > > From: support(a)sjobeck.com > > To: otrs(a)otrs.org > > Subject: [otrs] ITSM module for v.2.4 > > > > > Hi, All, > > > > I upgraded our 2.3 install, which had the ITSM module installed, to > > 2.4.0beta3, and now it seems caught in a little bit of a trap between > > versions. We were just about to start using ITSM 1.2.2 but had not quite > > yet so this not too big a deal thankfully. I first noticed this > > situation when checking the "support" module page & it showed me a bunch > > of errors of files mismatching versions. I see ITSM 1.2.3 out there (FTP > > site) but it wont install in to this version of beta. I was just > > curious if any one had a roadmap or a timeline or advice on when & how I > > can upgrade my way out of this sooner or later. That's all. Thanks so > > much to the dev's, great stuff, really appreciate it. > > > > Jason Sjobeck > > www.sjobeck.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/ > > ------------------------------ > Avec Windows Live, vous organisez, retouchez et partagez vos photos.<http://www.microsoft.com/northafrica/windows/windowslive/products/photo-gal…> > > --------------------------------------------------------------------- > 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/ >

3 6

Re: [otrs] "New message!" alert is gone on upgrade from 2.2.4 to 2.4.1
by Christian Meier | Medienzentrum 05 Aug '09

05 Aug '09

To substantiate my request: See the last screenshot at http://doc.otrs.org/2.4/en/html/x1769.html Unfortunately this red "New message" alert does not work anymore with 2.4.1...any hints? Thanks in advance, Christian Meier E-Learning-Support TU Dresden

1 0

Viewing all tickets via Customer Interface
by David Holder 05 Aug '09

05 Aug '09

Hi all, I've almost got OTRS running exactly how I need to, due to many long nights and awesome support from the members of this mailing list. I just have one obstacle left before I can deploy this at my workplace. There is a requirement for everyone in the organisation I work for to be able to view ALL the tickets assigned to the IT Help Desk. This is mainly to demonstrate the current workload and where their request is in the queue. I have agents and customers logging in via LDAP. I've noticed that in the customer interface there are sections for "MyTickets" and "CompanyTickets". Is it possible to have "CompanyTickets" displaying all tickets in a particular queue? if so, can someone please tell me how I go about this? Thanks, David

2 3

Installation otrs 2.4.1
by Davis, Sam 05 Aug '09

05 Aug '09

Greetings, I am experiencing a problem with the installation of OTRS 2.4.1. I have installed the web server and need to implement the database but everytime I execute in a browser http://localhost/otrs/installer.pl . I get the error the extension .pl is unknown and wants to download the file. Does anyone has any suggestions. Best Regards, Sam Davis ___________________________________ Sam Davis System Adminstrator AAIPharma c/ Rosa de Lima, 1-bis, Edificio Alba 28290 Las Matas (Madrid) Tel: +34 91 372 6065 (Direct) Fax: +34 91 372 6060 sam.davis(a)aaipharma.com www.aaipharma.com <http://www.aaipharma.com/> ___________________________________ The content of this e-mail and any attachments to it is intended only for the confidential use of the intended recipient(s). If you are not the intended recipient(s), you are hereby notified that you have received this communication in error and that any disclosure, copying, distribution, or the taking of any action in reliance on the contents of this e-mail is strictly prohibited and that the documents should be returned to the author immediately. If you have received this email in error, please notify the author by using the reply key immediately. P Please consider the Environment before printing this e-mail.

2 1

locked ticket to System OTRS
by Gator SLP 05 Aug '09

05 Aug '09

Hello all, just joined the group and hope you can help me out. I am admin for our OTRS but seem unable to do anything with a ticket that a user accidentally changed owner to blank. Due to her changing owner to blank, it is now assigned to "n/a (System OTRS)". I can't move it to spam, close it, do anything to it. Always says im not owner and so cant take this action. She can also not touch it, same error about not being owner. I assume you can't login as system otrs user so unsure what to do. all i want is to either close or remove this ticket. any help much appreciated. Neil

2 1

Re: [otrs] Check whether email has been sent/copied to customer
by Adam Knight 05 Aug '09

05 Aug '09

Answered my own question Check To - .*@(?!domainname) Set X-OTRS-FollowUp-ArticleType -> email-external Just to verify - I am working on the basis that "email-external" refers to any email sent to or received from an external customer and "email-internal" refers to emails sent between agents within the support organisation - is this correct? Adam. Adam Knight | Test and Documentation Team Leader | Clearpace | M +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com This e-mail and any files attached may contain privileged and/or confidential information. If you are not the intended recipient please immediately notify the sender by reply e-mail and delete the message from your system. You should not copy it or use it for any purpose nor disclose its contents to any other person. ________________________________ From: Adam Knight Sent: 05 August 2009 10:41 To: 'otrs(a)otrs.org' Subject: Check whether email has been sent/copied to customer Hi, I have a rule which sets emails from my domain as X-OTRS-FollowUp-SenderType - agent What I would like to do is check whether the email has been sent to the customer. If so then I want to set X-OTRS-FollowUp-ArticleType to email-external and if only sent to peopel within my domain then I want to set X-OTRS-FollowUp-ArticleType to email-internal Has anyone successfully achieved a similar setup in OTRS? Regards, Adam Adam Knight | Test and Documentation Team Leader | Clearpace | M +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com This e-mail and any files attached may contain privileged and/or confidential information. If you are not the intended recipient please immediately notify the sender by reply e-mail and delete the message from your system. You should not copy it or use it for any purpose nor disclose its contents to any other person.

1 0

Active Directory Authentication
by Guillermo Vargas-DellaCasa 05 Aug '09

05 Aug '09

Hello, I just installed OTRS 2.4.2-01 on Fedora 10. I have successfully enabled Agent authentication with Active Directory via LDAP module on otrs. Users' LDAP backend seems to be working too, as I can search for users in otrs and otrs finds them from Active Directory. However, User authentication with AD does not work. The following comes up on the logs when a user tries to login: [Error][Kernel::System::User::UserLookup][Line:680]: No UserID found for 'jsmith'! Capturing traffic while a user login shows otrs makes a successful bind to AD, but then no query is executed. It just unbind. Here is the Users LDAP backend configuration on Config.pm ######################################## # Customer Info from LDAP: ######################################## $Self->{CustomerUser} = { Name => 'Active Directory', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'dc.domain.net', BaseDN => 'dc=domain,dc=net', SSCOPE => 'sub', UserDN => 'adbrowse', UserPw => 'mypassword', }, CustomerKey => 'sAMAccountName', 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' ], ], }; ######################################## # Customer Authentication against LDAP # ######################################## $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'dc.domain.net'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain, dc=net'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'adbrowse'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'mypassword'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=All Staff,CN=Users,DC=domain,DC=net'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 3268, timeout => 120, async => 0, #version => 3, }; I don't know what I am missing... Do I need somehow to create users in otrs database first? I tried by enabling Database and LDAP bases both, then going to the users webpage and trying creating one user on the database, but when I try to create a user on the Database it says "User already exist". Please help!! Guillermo Vargas-Dellacasa Computer Operations Manager North Hunterdon-Voorhees Regional High School District gvargas-dellacasa(a)nhvweb.net

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Check whether email has been sent/copied to customer
by Adam Knight 05 Aug '09

05 Aug '09

Hi, I have a rule which sets emails from my domain as X-OTRS-FollowUp-SenderType - agent What I would like to do is check whether the email has been sent to the customer. If so then I want to set X-OTRS-FollowUp-ArticleType to email-external and if only sent to peopel within my domain then I want to set X-OTRS-FollowUp-ArticleType to email-internal Has anyone successfully achieved a similar setup in OTRS? Regards, Adam Adam Knight | Test and Documentation Team Leader | Clearpace | M +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com This e-mail and any files attached may contain privileged and/or confidential information. If you are not the intended recipient please immediately notify the sender by reply e-mail and delete the message from your system. You should not copy it or use it for any purpose nor disclose its contents to any other person.

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Creating a template issue
by Carlos Lerzundy 05 Aug '09

05 Aug '09

Hi Everyone, I followed the instructions on this website about creating your own theme http://doc.otrs.org/developer/2.0/en/html/c494.html The thing is that the fist step states that I need to create a new folder inside /html/ but Ubuntu is not letting me do because these folders were created by the owner "www-data". Does anyone knows why and how can I overcome this? Thanks in advance, Carlos

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ITSM module for v.2.4
by support＠sjobeck.com 05 Aug '09

05 Aug '09

Hi, All, I upgraded our 2.3 install, which had the ITSM module installed, to 2.4.0beta3, and now it seems caught in a little bit of a trap between versions. We were just about to start using ITSM 1.2.2 but had not quite yet so this not too big a deal thankfully. I first noticed this situation when checking the "support" module page & it showed me a bunch of errors of files mismatching versions. I see ITSM 1.2.3 out there (FTP site) but it wont install in to this version of beta. I was just curious if any one had a roadmap or a timeline or advice on when & how I can upgrade my way out of this sooner or later. That's all. Thanks so much to the dev's, great stuff, really appreciate it. Jason Sjobeck www.sjobeck.com

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Recording of the articles database for filesystem
by Rodrigo Correa 04 Aug '09

04 Aug '09

Good afternoon, How do I change the mode of recording of the articles database for filesystem? Thanks, Rodrigo Corrêa _________________________________________________________________ Emoticons e Winks super diferentes para o Messenger. Baixe agora, é grátis! http://specials.br.msn.com/ilovemessenger/pacotes.aspx

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A few confused questions
by Mauricio Tavares 04 Aug '09

04 Aug '09

First of all, /etc/cron.d/otrs does not seem to be working. My test was to send an email to the account I setup otrs to retrieve email from. If I run PostMasterMailbox.pl manually, it will retrieve the email. But it is not being executed by cron. The only thing I did to the otrs cron file was to change the time between mail checks from 10 to 5 minutes. Right now it has a few test emails sitting on the queue but they are been cheerfully ignored. Any suggestions for why that is happening? Also, where does it store the info used to configure the mail accounts you setup using Preferences->PostMaster Mail Account (chapter 5.13 in the manual)? Would it be in the otrs database? How do you setup a queue to send back an email acknowledging it has received an email? I have associated an email to a queue but do not seem to figure out how to make it send that initial "Hey, we got your email request and now will think about it" message.

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Disabling HTML Rendering in TicketZoom
by Mike Sweetser - Adhost 04 Aug '09

04 Aug '09

Hello, Is there a way to disable displaying of HTML in the ticket zoom view? For security purposes we don't want to display rendered HTML from mails. Thank You, Mike Sweetser

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Users cannot select a customer using Customer User Management
by Raymond Melzer 04 Aug '09

04 Aug '09

I noticed a weird issue in OTRS. When signed in as someone with RW Admin rights, I am able to click the "Customer" link next to Options and pick a customer using the Customer User Management window. However, when signed in as a user the window comes up with "Internet Explorer cannot display the webpage". This seems to be a permissions issue, but I cannot figure out where that parameter is, even after looking all through SysConfig and trying to grant all permissions shy of "RW" for admin. Does anyone have any ideas? -Raymond

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Mail relay on windows
by Rory 04 Aug '09

04 Aug '09

Hi, I'm having lots of trouble getting outbound e-mails to work on a windows setup. I have the system reading in mails from IMAP. But when I try to send an e-mail reply to a ticket I keep getting the error "553 The Sender is Spoofed" I'm trying to use the windows SMTP service through IIS. Is this error coming from IIS or is it coming from OTRS? Has anybody gotten this working before? Do I just need to tell OTRS not to check e-mail address syntax? Any help would be hugely appreciated. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie

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