- otrs - OTRS mailing lists

Tickets Closed
by itil fesoria 19 Jun '09

19 Jun '09

Hi,How the system can send an email to de admin when a ticket is closed? I need to send a notification. I'll tried with the generic agent, but i don't get it. Thanks

1 0

do not reply to customer_user email only receipient
by Daniel Tangen - Trigcom AS 19 Jun '09

19 Jun '09

Hi, Anybody know how when replying on a ticket how to remove that reply goes both to the reciepient of the ticket and the customer_user email address? I only want the ticket to go to the recipient, not the customer_user email. Thanks! Vennlig hilsen / Best regards Daniel Tangen IT Associate / Blackberry Technical Consultant Mob.: +47 48 40 00 14 dt(a)trigcom.no www.trigcom.no Trigcom AS Kronprinsesse Märthas plass 1 Po-box 1391 Vika N-0114 Oslo Norway ------------------------------- Sent from my BlackBerry® smartphone provided by Trigcom - www.trigcom.no

1 0

notify customer on agent followup
by samuel THOMAS 18 Jun '09

18 Jun '09

Hello, I need to notify customers when an agent make a follow up on his ticket. How can i do this please ? Thank you, Samuel

3 6

ACL is it Possible?
by yevgeniy.kolesnyk＠obi.ua 18 Jun '09

18 Jun '09

Hello all, I have several customers with the same ID, to let them view each other ticket, but becouse all ticket are in one queue they have the same permissions for them. So one customer can close other's tickets. The question is: is it possible to let customer close only theirs own tickets? PS: I suppose it is ACL task. And other question: is it possible to restrict customers from creating tickets in particular queue but let them note and close it? Thanks in advance! -- IMPORTANT NOTICE: This email is confidential, may be legally privileged, and is for the intended recipient only. Access, disclosure, copying, distribution, or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error and email confirmation to the sender.

2 2

Re: [otrs] simple install problem
by Alan McKay 18 Jun '09

18 Jun '09

Aha, I got the latest RPM from the OTRS website and I don't have this issue anymore! Woo-hoo! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

1 0

Create tickets between agents
by samuel THOMAS 18 Jun '09

18 Jun '09

Hello, We need to create ticket between agent. What doing to be able to select agent from the dropdownlist when creating a new ticket ? Thank you, Samuel.

2 2

[ACL] Hide ticketType to a group of customer
by Marco Vannini 18 Jun '09

18 Jun '09

Hi all, Is there anyone out there that could furnish me some example on how to disable ticket type while creating a new ticket to a group of customer o customer user ? Thank in advance. Cheers MV

1 0

Update time escalations
by Martin Mortensen 18 Jun '09

18 Jun '09

Hi, I have taken the major step of upgrading from OTRS 1.3.2 to the latest version 2.2.4. This ran pretty smooth with the provided MySQL upgrade-scripts, although I have a problem that I can't figure out how to solve. After the upgrade, I have A LOT of ticket escalations; such as "...update time is over (-345019 hours 26 minutes / 02/06/1970 19:00)!" And many more, with similar dates. I haven't been able to locate in the database where this problem occurs, so I was hoping someone has a hint on how to solve this? If you need me to provide any more information, please let me know. Thank you. Martin

2 2

Help LDAP authentication
by Patnaik, Sashi 18 Jun '09

18 Jun '09

Hi All, I am trying to use LDAP authentication module for agent authentication. I am using MS Active Directory and OTRS 2.3.4. Below configuration changes in Config.pm worked for me - $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'xxxx'; $Self->{'AuthModule::LDAP::BaseDN'} ='xxxx'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} ='xxxx'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxx' Can somebody help me in using encrypted password instead of clear text to be given at $Self->{'AuthModule::LDAP::SearchUserPw'}. Something like CryptPassword database password. Regards, Sashi This e-mail (and any attachments), is confidential and may be privileged. It may be read, copied and used only by intended recipients. Unauthorized access to this e-mail (or attachments) and disclosure or copying of its contents or any action taken in reliance on it is unlawful. Unintended recipients must notify the sender immediately by e-mail/phone & delete it from their system without making any copies or disclosing it to a third person.

1 0

simple install problem
by Alan McKay 17 Jun '09

17 Jun '09

Hey folks, I'm running CentOS 5.3, and with "yum install otrs" I pick up : otrs-2.1.7-2.el5 I restart my Apache web server and try to go to /otrs/ on this machine, and it tells me Permission Denied. No big deal, I go into /etc/httpd/conf.d/otrs.conf and set "Allow from all" for the moment. Restart my Apache server and I'm in business. OK, great, now I can actually run /otrs/installer.pl. It goes through the installer just fine and then takes me up to the part where I'm finished and I'm at the initial login screen. Here I enter a UN/PW and when I hit the button to log in, it tries to download index.pl instead of run it! I don't get it because the installer ran just fine. My apache is pretty vanilla from Yum for this release of CentOS. I have mod_perl installed and it creates a file /etc/httpd/conf.d/perl.conf which I renamed to /etc/httpd/conf.d/a-perl.conf to make sure it gets read first (alphabetical). So all pretty vanilla stuff here. I also uncommented all of these lines from that perl.conf and restarted apache, but same problem. The first one was already uncommented from the RPM LoadModule perl_module modules/mod_perl.so AddHandler mod_perl .pl AddType text/html .pl DirectoryIndex index.pl Why does the installer run fine when it is .pl files, but the the system itself does not run? It tries to download the files. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

3 8

Help with email configuration and testing
by Eureka63 Bis 17 Jun '09

17 Jun '09

I have the same problem. I successfully connected Outlook Express to my email server (both wth POP3 and IMAP) but I can't to that with OTRS 2.3.4 on Windows. I always get the error message [Wed Jun 17 17:32:07 2009][Error][Kernel::System::MailAccount::IMAP::Fetch][72] IMAP: Can't connect to *<server address>* ** In my log <server address> is the correct IP address of the server, the same used in Outlook Express. What I'm missing?

3 5

Pre define response and auto fill mail id in TO or CC
by Yogesh Desai 17 Jun '09

17 Jun '09

Otrs is working great ( Specially SLA and FAQ ) for me and it's really a best ticketing system. I have couple of response set for the agent . And I have to escalate the ticket to a person only once with pre define response. My question is , can I set the custom mail address in TO or CC for particular response ? Thanks in advance for your help. Thanks, Yogesh

1 0

how can I add new configitem
by imen sahnoun 17 Jun '09

17 Jun '09

In addition of the five existent configitem (computer, hardware, location..), I want to add an other one. So, how can I add a new configitem? thanks

2 1

Change Control - Priority
by Sachin 16 Jun '09

16 Jun '09

Dears, We have implemented OTRS and its working great. We have a requirement wherein we have specified a priority called "Change Control". There are escalations for all the Queues. Is it possible to exclude certain tickets from Escalation, if the priority set on them is "Change Control". How can we do that, if its possible? Thanks & Regards, Sachin.

1 0

[solved]how to suppress ticket in one shot ?
by jaubert＠26.cerfrance.fr 16 Jun '09

16 Jun '09

Thank you a lot for your quick answers, generic agent is a good way Best regards Jerome

1 0

how to suppress ticket in one shot ?
by jaubert＠26.cerfrance.fr 16 Jun '09

16 Jun '09

Hi everybody I installed otrs in order to test it and I already have 2964 tickets open because I used a acount mail user who is receiving automatic mail. So i try to clean otrs up and I would suppress all this tickets in one operation. How can I do this ? Best regards Jerome

3 2

OTRS developer or administrator needed in Brazil
by Ronaldo Richieri 16 Jun '09

16 Jun '09

Hi! We are looking for a OTRS developer or administrator that lives near Rio de Janeiro/Brazil to work with us in project, or a company that can help us in house. Please reply to richieri(a)gmail.com Thanks :-) -- Ronaldo Richieri (15) 8818-2009

1 0

KPI Requirement
by Jason Leonard 16 Jun '09

16 Jun '09

Hi Apologies if this has been asked before. I need a way of extracting the average time to close a ticket over a set period. So let's say I report on the amount of closed tickets over the past week, I will need to add to that what the average time it took to close those tickets. Is this possible? Thank you Jason

1 0

OTRS supported Linux version
by Marchesi Mario 16 Jun '09

16 Jun '09

Hi, please can you tell me if OTRS 2.4 or 2.3.4 is supported on Red Hat enterprise Linux 4.x or 5.x Thank you in advance for your support Regards Mario Internet Email Confidentiality Footer ----------------------------------------------------------------------------------------------------- La presente comunicazione, con le informazioni in essa contenute e ogni documento o file allegato, e' rivolta unicamente alla/e persona/e cui e' indirizzata ed alle altre da questa autorizzata/e a riceverla. Se non siete i destinatari/autorizzati siete avvisati che qualsiasi azione, copia, comunicazione, divulgazione o simili basate sul contenuto di tali informazioni e' vietata e potrebbe essere contro la legge (art. 616 C.P., D.Lgs n. 196/2003 Codice in materia di protezione dei dati personali). Se avete ricevuto questa comunicazione per errore, vi preghiamo di darne immediata notizia al mittente e di distruggere il messaggio originale e ogni file allegato senza farne copia alcuna o riprodurne in alcun modo il contenuto. This e-mail and its attachments are intended for the addressee(s) only and are confidential and/or may contain legally privileged information. If you have received this message by mistake or are not one of the addressees above, you may take no action based on it, and you may not copy or show it to anyone; please reply to this e-mail and point out the error which has occurred. -----------------------------------------------------------------------------------------------------

2 4

change customer ID to first column and create a "Create" buttom at the top of right
by TSE_ SAM 16 Jun '09

16 Jun '09

Sorry for no subject name in initial email. Hello Everyone! I want to set the phone-ticket's first column is "customer ID" and change "customer ID" to "Mobile Phone". And make a new "Create" buttom at the top of right. I haved used much time to found that how to change above setting in admin sysconfig. Hope someone can help me. Thanks a lot. Best Regards, Sam Tse _________________________________________________________________

1 0

(no subject)
by TSE_ SAM 16 Jun '09

16 Jun '09

Hello Everyone! I want to set the phone-ticket's first column is "customer ID" and change its name to "Mobile Phone". And make a new "Create" buttom at the top of right. I haved used much time to found that how to change above setting in admin sysconfig. Hope someone can help me. Thanks a lot. Best Regards, Sam Tse _________________________________________________________________

1 0

SLA times seem to ignore WorkingHours
by Mike Clayton 15 Jun '09

15 Jun '09

I have a fresh install of OTRS 2.3.4. I have a ticket with an sla that has escalation times filled out for it, I have the working hours set and a calendar with the same settings set as the calendar for my queues, the problem i'm seeing is that even when outside of the working hours, the countdown to the times for escalation defined in the sla are still counting down. Any help or advise would be greatly appreciated Mike

1 0

Multiple instances of OTRS
by (( amanpreet singh 15 Jun '09

15 Jun '09

hi, i want to run the three OTRS for different companies on the same server, i tried a lot but fail, Can any OTRS Expert will please guide me, how to install the two more OTRS on the same server as one is running successfully help will be appreciated. -- regards: Amanpreet Singh

2 1

Proposing a new forum system for OTRS users
by Eureka63 Bis 15 Jun '09

15 Jun '09

The mailing lists at otrs.org seem rather hard to use (they looks like an old technology). What's about switching to something of fresher system (e.g. vBulletin - see http://www.vbulletin.com/)?

1 0

Re: [otrs] FW: how to add approval person in request type
by Jeffery Chen Fan 15 Jun '09

15 Jun '09

OK, there have a some example step 1. create a queue for approval propose, 2. create a job in generic agent, set the condition is type=request and decision=null, action is move to approval queue 3. create a job in generic agent, set the condition is type=request and decision=approved and queue=approval , action is move to the support team queue On Mon, Jun 15, 2009 at 12:58 PM, Bhushan Badgujar < bhushan.badgujar(a)g-t-s.in> wrote: > > > HI, > > > > Anybody help me…………! > > FYI>>>>> > > > > Regard > > *Bhushan Badgujar* > > *Executive – IT Facilities* > > > > *From:* Bhushan Badgujar [mailto:bhushan.badgujar@g-t-s.in] > *Sent:* Thursday, June 11, 2009 12:13 PM > *To:* 'otrs(a)otrs.org' > *Subject:* how to add approval person in request type > > > > Dear Team, > > > > I have install the OTRS 2.3.4 in my organization, In a OTRS I have created > three types 1.Request 2.issue 3. Information > > > > My problem is if any customer create Request ticket, The support team want > a approval for particular Request ticket. The approval person approved > ticket. then closed the ticket from support team. > > > > Example- customer give the request for ‘upgrade the system’ suppose I am a > support team I want a approval from IT manager & Customer Department head > > > > > Please help me for this issue. > > > > Please give the solution for the same if any idea please submitted > > > > > > *T**hanks and Regards,* > > *Bhushan Badgujar* > > *Executive – IT Facilities*** > > DISCLAIMER: > > This message contains privileged and confidential information and is intended only for an individual named. > If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver > this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake > and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free > as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. > The sender, therefore, does not accept liability for any errors or omissions in the contents of this message > which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version. > > > > > > --------------------------------------------------------------------- > 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/ > -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

1 0

R: FW: how to add approval person in request type
by CARNINO Daniele (FIAT ITEM) 15 Jun '09

15 Jun '09

Im my opinion, you should do this using ACL feature. Create a queue for every function (es. Request queue, Approval queue) then (just as example): 1) a customer create a ticket in the request queue; 2) if necessary, the operator move the ticket to the approval queue: he has no permission on this queue but the possibility of moving ticket into it; 3) the approver (who has all permissions on Approva queue) may set the ticket to the state approved/rejected: I think you should use a freetext field, for this purpose 4) the approver (or a generic agent job appropriately scheduled) may move the ticket back to request queue or to another queue (e.g. ToDo queue), if the freetext field "status" is set to approved; 5) similarly, the approver or a scheduled job may close ticket set to rejected; 6) the ACLs should inhibit the possibility of moving rejected ticket back to the request queue: search the internet or this mailing list to see some good ACLs example; Ho this helps, ciao, d. ________________________________ Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Bhushan Badgujar Inviato: lunedì 15 giugno 2009 6:59 A: otrs(a)otrs.org Oggetto: [otrs] FW: how to add approval person in request type HI, Anybody help me............! FYI>>>>> Regard Bhushan Badgujar Executive - IT Facilities From: Bhushan Badgujar [mailto:bhushan.badgujar@g-t-s.in] Sent: Thursday, June 11, 2009 12:13 PM To: 'otrs(a)otrs.org' Subject: how to add approval person in request type Dear Team, I have install the OTRS 2.3.4 in my organization, In a OTRS I have created three types 1.Request 2.issue 3. Information My problem is if any customer create Request ticket, The support team want a approval for particular Request ticket. The approval person approved ticket. then closed the ticket from support team. Example- customer give the request for 'upgrade the system' suppose I am a support team I want a approval from IT manager & Customer Department head Please help me for this issue. Please give the solution for the same if any idea please submitted Thanks and Regards, Bhushan Badgujar Executive - IT Facilities DISCLAIMER: This message contains privileged and confidential information and is intended only for an individual named. If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. The sender, therefore, does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version.

1 0

FW: how to add approval person in request type
by Bhushan Badgujar 15 Jun '09

15 Jun '09

HI, Anybody help me....! FYI>>>>> Regard Bhushan Badgujar Executive - IT Facilities From: Bhushan Badgujar [mailto:bhushan.badgujar@g-t-s.in] Sent: Thursday, June 11, 2009 12:13 PM To: 'otrs(a)otrs.org' Subject: how to add approval person in request type Dear Team, I have install the OTRS 2.3.4 in my organization, In a OTRS I have created three types 1.Request 2.issue 3. Information My problem is if any customer create Request ticket, The support team want a approval for particular Request ticket. The approval person approved ticket. then closed the ticket from support team. Example- customer give the request for 'upgrade the system' suppose I am a support team I want a approval from IT manager & Customer Department head Please help me for this issue. Please give the solution for the same if any idea please submitted Thanks and Regards, Bhushan Badgujar Executive - IT Facilities DISCLAIMER: This message contains privileged and confidential information and is intended only for an individual named. If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. The sender, therefore, does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version.

1 0

Possibility of OTRS
by olivier.villegente＠sic.nc 15 Jun '09

15 Jun '09

Hi, Is it possible to create something like that with OTRS : 1 - One customer of the comptability service send a support request. 2- The director of the comptability service need to approve the request. 3- If it is Ok, the request is send to the manager of the support service. 4- If the manager of the support service is Ok with the request he can affect it to a member of it's team. Is it possible to create somethink like that ? Reagrds, _____________________ Olivier VILLEGENTE Administrateur système & réseau Société Immobilière de Nouvelle-Calédonie Tél : (687) 28.03.78 Fax : (687) 28.43.56 e-Mail : olivier.villegente(a)sic.nc

1 0

Active Directory and user + agent authentification
by olivier.villegente＠sic.nc 15 Jun '09

15 Jun '09

Hi, I have a little problem that I'm unable to solve. - I need that agents and users (customers) can authenticate using Active Directory. My users can access to the customer page but my agent can't login to the agent page. When agent try to login they have an error message saying "the connection has failed! Your username or password is incorrect". - After edit my Config.pm in order to allow authenticate by Active Directory, I can't connect using a local user. Can you help me to find what is wrong ? I join a copy of my Config.pm Regards, ** My Config.pm ** # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'pollux.sic.intra'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=sic, dc=intra'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=ldap_php,cn=Systeme,dc=sic,dc=intra'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'XXXX'; # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'pollux.sic.intra'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=SIC,dc=sic,dc=intra'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=ldap_php,ou=Systeme,dc=sic,dc=intra'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'XXXX'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', # to use an external database # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', Password => '', }, # customer uniq id CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'pollux.sic.intra', # ldap base dn BaseDN => 'ou=SIC,dc=sic,dc=intra', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=ldap_php,ou=Systeme,dc=sic,dc=intra', UserPw => 'XXXX', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq 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' ], ], }; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = $dbserver || 'localhost'; # Database # (The database name.) $Self->{Database} = $dbname || 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = $dbuser || 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = $dbpass; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "$dsn=$Self->{Database};host=$Self->{DatabaseHost};port=$dbport;"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/usr/share/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # switch off the web based installer for the Debian package $Self->{SecureMode} = 1; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.20 $)[1]; # -----------------------------------------------------# 1; _____________________ Olivier VILLEGENTE Administrateur système & réseau Société Immobilière de Nouvelle-Calédonie Tél : (687) 28.03.78 Fax : (687) 28.43.56 e-Mail : olivier.villegente(a)sic.nc

2 2

New Message alerts not showing up
by Drew Gatchell 12 Jun '09

12 Jun '09

So I'm evaluating OTRS to move over to from Request Tracker, and I love the features OTRS has but the biggest thing I can't seem to figure out is that there's really no way that I see to separate open tickets and tickets that just have unread responses. I did notice every once and awhile I'd get a "New Message" Alert at the top of the screen, but it seems to come up at random. I've tried changing the sysconfig settings to have followup responses be set to "new" instead of "open" to see if that would generate the alert to no avail. What generates these alerts? I know I can setup notifications for when tickets get followups, but that only generates an email and how we're operating, we don't look at our email inboxes too often. I'm running 2.4.0 Beta3 The second half of this issue comes into the actual queue views, where unlike Request Tracker, there is no distinction between whats simply open, which tickets have new followups from the customers, and what tickets are open. Other than looking at the state, and even then until i set the followup responses to bring the ticket to the "new" state, I had no way of telling which tickets had followups unless i'm blatantly missing something. Is there a way to rectify this? Any help is appreciated. Thanks, Drew

1 0

Time accounting module
by Ivan De Masi 12 Jun '09

12 Jun '09

Hi, is anybody here who has expience with the "time accounting" module? I'm testing the time accounting module (V.1.2.1) with OTRS V. 2.3.2 and I want to change the period the module calculates/reports the worked hours in a month. A regulary "working month" starts on the first an ends at the 30./31. - right? ;-) We have a different period calculation starting the 15th of every month until the 14th of the next month. Is there a way to tell the module to disply the reports this way? I also have problems to tell the system to handle part-time jobs. When sombody is not working a day or two (because he has only to work 3 or 4 days a week), the system always asks for the missing times for that days. The same for holidays. The only way ist to set the one ill for that day - but this is no good solution. Any ideas? Thanks! Regards, Ivan

3 5

Help with email configuration and testing
by Jack Blalock 12 Jun '09

12 Jun '09

I'm working with a fresh OTRS system (totally new to OTRS) I'm trying to get the email part working. Under "Postmaster Mail Account" I have filled in the information for a couple email accounts at gmail. When I select "Run Now!" for an account setup with IMAP I get the below message. In the "System Log" I see several entries "IMAP: Can't connect to imap.gmail.com". On the accounts setup for POP3S, theres no error pages being displayed and theres no entries in the System Log (good or bad messages??), I also do not see any emails being pulled and displayed in any queues within the OTRS system. I'm a little lost on what to look at to fix. OTRS ERROR MESSAGE BELOW THIS LINE------------------ In the OTRS JumpBox administration - Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Jun 11 11:36:19 2009 Message: IMAP: Can't connect to imap.gmail.com Traceback (4422): Module: Kernel::System::MailAccount::IMAP::Fetch (v1.5) Line: 72 Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369 Module: Kernel::Modules::AdminMailAccount::Run (v1.5) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::var_data_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 OTRS ERROR MESSAGE ABOVE THIS LINE------------------ F.Y.I. I have done another test with account info to our in house exchange server (IMAP) and it seems to work without issues. -- Thanks Jack Blalock

2 1

links from one faq to another.
by Rodney McDuff 12 Jun '09

12 Jun '09

I have a bunch of faqs and I have linked them to each other in a way that I think is quite usefully. However as a customer I don't see these links. Are linked faqs only seen by agents or is this a bug? -- Dr. Rodney G. McDuff |Ex ignorantia ad sapientiam Manager, Strategic Technologies Group| Ex luce ad tenebras Information Technology Services | The University of Queensland | EMAIL: mcduff(a)its.uq.edu.au | TELEPHONE: +61 7 3365 8220 |

2 1

Chane Tme Zone OTRS
by Nadeem Ahmad 12 Jun '09

12 Jun '09

Hi We are running OTRS 2.3.3 on Solaris 10 on child zones. We want to changes its Time Zones settings to PST. Currently its TZ of System is CST and tickets also show CST time zone. Please let me know if you require any further info on this. Thank you. *********************************************** Nadeem Ahmad ***********************************************

2 1

how to add approval person in request type
by Bhushan Badgujar 11 Jun '09

11 Jun '09

Dear Team, I have install the OTRS 2.3.4 in my organization, In a OTRS I have created three types 1.Request 2.issue 3. Information My problem is if any customer create Request ticket, The support team want a approval for particular Request ticket. The approval person approved ticket. then closed the ticket from support team. Example- customer give the request for 'upgrade the system' suppose I am a support team I want a approval from IT manager & Customer Department head Please help me for this issue. Please give the solution for the same if any idea please submitted Thanks and Regards, Bhushan Badgujar Executive - IT Facilities DISCLAIMER: This message contains privileged and confidential information and is intended only for an individual named. If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. The sender, therefore, does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version.

1 0

Reg: Restrictions in queue views
by Katta, Lokesh Katta Subramanyam 10 Jun '09

10 Jun '09

Hi All, Is it possible to restrict the tickets viewed by agents in specific queues based on the specific parameters like in our case LOCATION. We require this setup, since we have offices in multiple locations and for some queues for e.g. "facility maintenance" we do not want an agent responsible for location A to see the tickets for location B. The only possibility that I am seeing is that we need to create separate queues for each location but this will clutter the queues and there will be more than one queue for a single category. Any help is appreciated. Thanks, Lokesh

2 2

Default CC in ticket answers
by Cornelius 10 Jun '09

10 Jun '09

Hello otrs community, is there a possibility to define an "answer" for a queue with the speciality that the answer will always be sent in cc: to a defined email address? Any ideas here? Kind regards Cornelius -- Diese Nachricht wurde auf Viren und andere gefährliche Inhalte untersucht

1 0

Re: [otrs] Timezone setting
by (( amanpreet singh 10 Jun '09

10 Jun '09

Hi , i am also using OTRS in India & Server in USA. It is displaying the time correctly(Local Time) but in the Admin->System log, Logs are showing the time in GMT. whats the reasons ! please suggest. -- regards: Amanpreet Singh On Wed, Jun 10, 2009 at 12:31 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: RES: New Ticket Notification (James Burk) > 2. Age of Closed Tickets (Sripathi Ramadurai) > 3. Timezone setting (Arlene Wu) > 4. Re: Timezone setting (Jeffery Chen Fan) > 5. Resolved Re: installation on FreeBSD Jail (Jerais A. Al-Jeraisy) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 09 Jun 2009 11:20:29 -0400 > From: "James Burk" <James.Burk(a)dornc.com> > Subject: Re: [otrs] RES: New Ticket Notification > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <4A2E457C.29C7.002A.1(a)dornc.com> > Content-Type: text/plain; charset=UTF-8 > > Thank you Maur?cio, I believe this is exactly my problem. I had > highlighted the queues in our system environment but forgot to do this > again when we migrated to acceptance. > > Best regards, > > Jim > ITIL Process Manager > NCDOR > 919-715-4932 > james.burk(a)dornc.com > > > >>> Maur?cio Ramos<Mauricio.Ramos(a)wedotechnologies.com> 6/8/2009 3:07 > PM >>> > Hi, I don?t know if your case is like the one we had but we also had to > log with our agents and go to their preferences and select the queues > from "My Queues" listbox (making them "blue" - selected). The queues we > configured for them all appear in the listbox but in fact the agents > will only be able to receive messages regarding that queue after > selecting them again. > ________________________________________ > De: otrs-bounces(a)otrs.org [otrs-bounces(a)otrs.org] em Nome de James Burk > [James.Burk(a)dornc.com] > Enviado: segunda-feira, 8 de junho de 2009 14:30 > Para: User questions and discussions about OTRS. > Assunto: [otrs] New Ticket Notification > > Hello all. > > I have a problem where all of my Agents do not get an email > notification when a new ticket is created for their queue. All agents > have their preferences properly set to receive email. And there doesn't > seem to be any logic for why the two agents that do receive them are > selected. Any thoughts? > > 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. > > ------------------------------------------------------------------------------ > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > ----------------------------------------------------------------------------- > 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. > > ------------------------------------------------------------------------------ > > > > ------------------------------ > > Message: 2 > Date: Tue, 9 Jun 2009 15:55:30 -0700 > From: Sripathi Ramadurai <rsripathi(a)gmail.com> > Subject: [otrs] Age of Closed Tickets > To: otrs <otrs(a)otrs.org> > Message-ID: > <3776fa9d0906091555m7dd22e3bp1f9f655b16f3dbfb(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Hello, > We have started to use the OTRS system and have a problem with the Age of > tickets. Once a ticket is closed successfully, the aging does not stop. > Any way we can have the age stop on closed tickets? > > Any help is appreciated. > > Sri >

1 0

Resolved Re: installation on FreeBSD Jail
by Jerais A. Al-Jeraisy 10 Jun '09

10 Jun '09

Michiel, all work as expected, i just enabled "security.jail.sysvipc_allowed" in the host while SYSVSHM is already enabled by GENERIC kernel. thank you. On Mon, Jun 8, 2009 at 2:29 PM, Jerais A. Al-Jeraisy <root(a)jerais.com>wrote: > Hi Michiel, > > thank you man, you made my day, i thought no one faced/know my issue! > > i'll check the servers this week and get back, appreciated. > > btw, for Lighty + OTRS how-to, consider it done, i'll send it to the > maillist next week, insha'allah. > > -- > Jerais A. Al-Jeraisy, RHCE, LPIC, Linux+. > Sr. Systems Specialist > email: root(a)jerais.com > website: http://www.jerais.com > > "Knowledge is power, and power corrupts. Study hard, Be evil!" --unknown > > On Mon, Jun 8, 2009 at 1:07 PM, Michiel Beijen <michiel(a)beefreeit.nl>wrote: > >> Hi Jerais, >> >> You probably noticed that Log.pm uses the System-V shared memory queues to >> store the system log messages for displaying these in the web frontend. >> I currently do not have access to a FreeBSD system, but there is a kernel >> configuration flag to enable System-V shmem: see the SYSVSHM option in the >> Handbook: >> http://www.freebsd.org/doc/en/books/handbook/kernelconfig-config.html - >> is this enabled in your kernel? >> >> Also, have you enabled jail.sysvipc_allowed sysctl for kernel? This is >> necessary to allow access to shmget et al. from a jail. >> >> Can you share your experiences with running OTRS on Lighty? Do you also >> use fcgi? Were there any caveats configuring it, and can you share your >> configuration setup? >> >> Kind regards, >> -- >> Michiel Beijen >> Software Consultant >> +31 6 - 457 42 418 >> Bee Free IT + http://beefreeit.nl >> >> >> On Wed, Jun 3, 2009 at 12:44, Jerais A. Al-Jeraisy <root(a)jerais.com>wrote: >> >>> Hi all, >>> >>> well, i've this strange problem and i'm sure you gonna help me :-). >>> >>> - the problem is: >>> when i run -though web- installer.pl or index.pl i'm getting this error >>> message: >>> >>> "Function not implemented at >>> /usr/local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 93." >>> >>> - this is the environment that i'm gonna install OTRS on: >>> >>> FreeBSD 7.1. -Jailed-. >>> Webserver: lighttpd-1.4.22 >>> Perl version: v5.10.0 >>> perl-OTRS modules: >>> ./otrs.checkModules >>> " >>> o CGI............................ok (v3.43) >>> o Date::Pcalc....................ok (v1.2) >>> o Date::Format...................ok (v2.22) >>> o DBI............................ok (v1.607) >>> o DBD::mysql.....................ok (v4.010) >>> o Digest::MD5....................ok (v2.38) >>> o Crypt::PasswdMD5...............ok (v1.3) >>> o LWP::UserAgent.................ok (v5.826) >>> o IO::Scalar.....................ok (v2.110) >>> o IO::Wrap.......................ok (v2.110) >>> o MIME::Base64...................ok (v3.07) >>> o Mail::Internet.................ok (v2.04) >>> o MIME::Tools....................ok (v5.427) >>> o Net::DNS.......................ok (v0.65) >>> o Net::POP3......................ok (v2.29) >>> o Net::POP3::SSLWrapper.......not installed! (not required / for >>> SSL connections) >>> o Net::IMAP::Simple..............not installed! (not required / for >>> IMAP connections) >>> o Net::IMAP::Simple::SSL......not installed! (not required / for >>> SSL connections) >>> o Net::SMTP......................ok (v2.31) >>> o Authen::SASL................ok (v2.12) >>> o Net::LDAP......................not installed! (not required / for >>> directory authentication) >>> o GD.............................ok (v2.41) >>> o GD::Text....................ok (v0.86) >>> o GD::Graph...................ok (v1.44_01) >>> o GD::Graph::lines............ok (v1.17) >>> o GD::Text::Align.............ok (v1.18) >>> o PDF::API2......................ok (v0.73) >>> o Compress::Zlib..............ok (v2.015) >>> o XML::Parser....................ok (v2.36) >>> " >>> this is the first time i'm getting this with OTRS, and i'm struggling >>> since 2days to solve it. >>> >>> appreacitaced your help in advance. >>> >>> >>> -- >>> Jerais A. Al-Jeraisy, RHCE >>> Sr. Systems Specialist >>> email: root(a)jerais.com >>> website: http://www.jerais.com >>> >>> "Knowledge is power, and power corrupts. Study hard, Be evil!" --unknown >>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> http://www.otrs.com/en/support/enterprise-subscription/ >>> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > > > > -- Jerais A. Al-Jeraisy, RHCE, LPIC, Linux+. Sr. Systems Specialist email: root(a)jerais.com website: http://www.jerais.com "Knowledge is power, and power corrupts. Study hard, Be evil!" --unknown

1 0

Timezone setting
by Arlene Wu 10 Jun '09

10 Jun '09

Hi, We are in China (Timezone Beijing), while our server is located in USA. We found the time displayed in OTRS is always wrong, not our local time. And ticket from our client (also in China) and notification email always showing wrong time, but different from that in OTRS. We know timezone could be set in Config Options: Framework -> Core::Time, but we fail to find out the solution that really makes the time correct. Thanks a lot, Arlene

2 1

Age of Closed Tickets
by Sripathi Ramadurai 09 Jun '09

09 Jun '09

Hello, We have started to use the OTRS system and have a problem with the Age of tickets. Once a ticket is closed successfully, the aging does not stop. Any way we can have the age stop on closed tickets? Any help is appreciated. Sri

1 0

CustomerTicketMessage.dtl - Service Error
by Nathan Campbell 09 Jun '09

09 Jun '09

I have added about 10 entries in the Service module. I am having an issue with the New Ticket Customer front end - the Service drop down is only displaying the first 4 options. I have opened the CustomerTicketMessage.dtl file and found this section of code:  <tr> <td> </td> </tr> <tr> <td class="contentkey">$Text{"Service (optional)"}:</td> <td class="contentvalue">$Data{"ServiceStrg"}</td> </tr> <tr> <td> </td> </tr>  I am unable to find the definition file for $Data{"ServiceStrg"} - I assume there is another file where this variable is defined and the <input> HTML code is defined and that there is some kind of limition (return top 4 or something) on the data call. ---------------------------------- Environment ---------------------------------- OTRS 2.3.2 Windows 2003 IIS6 SQL2005 Nathan Campbell Dallas Symphony Orchestra

4 5

Bedeutung der Farben und Blinken bei Queues
by Markus Opferkuch 09 Jun '09

09 Jun '09

Hallo zusammen, kann mir jemand erklären was die Farben bei den Queues bedeuten. Ich finde den Hinweis nirgends. Mit freundlichen Grüßen Opferkuch _______________________________________________ Markus Opferkuch Leiter Medien- und Informationszentrum Pädagogische Hochschule Schwäbisch Gmünd 73525 Schwäbisch Gmünd Tel. 07171/983-310 _______________________________________________

2 1

Customer Permission
by yevgeniy.kolesnyk＠obi.ua 09 Jun '09

09 Jun '09

Good morning dear all, does anyone know how to add more permissions to customer? The default configuration suppose only two kind for customer ro and rw. I'd like to add createpermission to force customers to create all theirs tickets in one queue, but to be able edit them in other queue (after they moved there by agent). Thanks in advance! -- IMPORTANT NOTICE: This email is confidential, may be legally privileged, and is for the intended recipient only. Access, disclosure, copying, distribution, or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error and email confirmation to the sender.

1 0

is it mandatory for OTRS and mysql to be there in the same box.
by Katta, Lokesh Katta Subramanyam 09 Jun '09

09 Jun '09

Hi All, While creating the database using the installer, I am getting errors if I mention the database location to be a different system other than the localhost. Unable to get what could be wrong. Has anyone tried it? Best Regards, Lokesh K S

4 6

otrs stats first response time
by Rachid Zarouali 08 Jun '09

08 Jun '09

Hy all, I'm knocking my head off working on : - creating a custom stat query which return for all tickets in a definied queue, the first response time. - creating a custom stat query which will return number of tickets in a definied queue who are below the first response escalation time and those who are +after the first response escalation time. anyone have already done that or know how to create the custom stat ? Thanks for your help, Rachid

1 0

(no subject)
by Rachid Zarouali 08 Jun '09

08 Jun '09

Hy all, I'm knocking my head off working on : - creating a custom stat query which return for all tickets in a definied queue, the first response time. - creating a custom stat query which will return number of tickets in a definied queue who are below the first response escalation time and those who are +after the first response escalation time. anyone have already done that or know how to create the custom stat ? Thanks for your help, Rachid

1 0

installation on FreeBSD Jail
by Jerais A. Al-Jeraisy 08 Jun '09

08 Jun '09

Hi all, well, i've this strange problem and i'm sure you gonna help me :-). - the problem is: when i run -though web- installer.pl or index.pl i'm getting this error message: "Function not implemented at /usr/local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 93." - this is the environment that i'm gonna install OTRS on: FreeBSD 7.1. -Jailed-. Webserver: lighttpd-1.4.22 Perl version: v5.10.0 perl-OTRS modules: ./otrs.checkModules " o CGI............................ok (v3.43) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.607) o DBD::mysql.....................ok (v4.010) o Digest::MD5....................ok (v2.38) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.826) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.65) o Net::POP3......................ok (v2.29) o Net::POP3::SSLWrapper.......not installed! (not required / for SSL connections) o Net::IMAP::Simple..............not installed! (not required / for IMAP connections) o Net::IMAP::Simple::SSL......not installed! (not required / for SSL connections) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::LDAP......................not installed! (not required / for directory authentication) o GD.............................ok (v2.41) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44_01) o GD::Graph::lines............ok (v1.17) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v2.015) o XML::Parser....................ok (v2.36) " this is the first time i'm getting this with OTRS, and i'm struggling since 2days to solve it. appreacitaced your help in advance. -- Jerais A. Al-Jeraisy, RHCE Sr. Systems Specialist email: root(a)jerais.com website: http://www.jerais.com "Knowledge is power, and power corrupts. Study hard, Be evil!" --unknown

2 2

AccountedTime PDF Output
by sander vink 08 Jun '09

08 Jun '09

Hi all! I am running OTRS 2.3.4 on a Fedora 9 core. Is it possible to configure the PDF output in Search? I'd like to add "AccountedTime" ( the working hours ) to that PDF export. Hope you can help me. Thanks a lot! Kind regards, Sander Vink

1 0

New OTRS install / New OTRS user question about user managament
by Jack Blalock 05 Jun '09

05 Jun '09

Hello All Not only am I a new user to OTRS, I also have never used a mailing list (but I have used forums for discussion and questions elsewhere on the net) so please excuse if my question does not seem to be formatted correctly. I think its a basic issue I have: I'm in the process of setting up the OTRS system for the first time. I'm logged in as the administrator and I'm looking at the "Admin-Area" interface. I created a couple of users and I have created a couple of groups. When I click/select "[users]" I do not see a list of users under "List:" on the right hand pane, yet when I select "[Groups]" I see a list of the default (OTRS system default) groups AND the groups I have created. Can someone direct me to a setting/tweak to the system to have the list of users displayed? -- Thanks Jack Blalock

2 1

OTRS load and scalability?
by Katta, Lokesh Katta Subramanyam 05 Jun '09

05 Jun '09

Hi All, Has anyone tried to load test OTRS. I would be interested to know the results and the hardware used. We have a requirement with 100 concurrent users using the system. We are testing on an Intel Pentium 3ghz with 2gb ram. But the cpu and memory usage are hitting top near(100%) when we try to load 100 concurrent users and the system becomes slow. I do think that we may have to test on a better hardware, but would be interested to know any other experiences. Also would be interested to know any tuning options to increase the performance. Thanks again for any kind of help. Best Regards, Lokesh K S Banking and Investment Group CGI - India T: +91-80-6642-2041 C: +91-998-008-0090

1 0

How “ZZZAuto.pm” can stop OTRS from sending mail?
by Afshar Mohebbi 05 Jun '09

05 Jun '09

Dear friends, I recently encountered problems sending mail from OTRS by SMTP. Root cause of problem was that mail server did not need user name and password for SMTP I commented related entries in config.pm but the error still existed. I found unwanted entries reside in ZZZAuto.pm. In other other hands config.pm were not OVERRIDING ZZZAuto.pm in this special case! I described my experience in a blog post: http://afsharm.blogspot.com/2009/06/how-zzzautopm-can-stop-otrs-from.html Hope help somebody Afshar Mohebbi http://afsharm.blogspot.com/

2 2

Joomla Integration
by Damian and Maggie 04 Jun '09

04 Jun '09

I have searched the archives as well as googled it but can't find anything about a Joomla integration for OTRS. Is there such a thing? I know I can set OTRS to use the Joomla database but I want at least to have single sign-on (ie log into Joomla and be able to access OTRS without another log in) but would be nice to have more integration than that (especially in terms of appearance and language). Any help would be appreciated Damian

1 0

What is difference between PostMaster.pl and PostMasterMailbox.pl?
by Afshar Mohebbi 04 Jun '09

04 Jun '09

Hi, Does anyone knows what is difference between PostMaster.pl and PostMasterMailbox.pl? I was used to run PostMaster.pl to check mail and inserting them in OTRS but recently it just hangs forever without showing any activity. While PostMaster.pl hangs every time but running my mail account POP3 is still possible in UI/AdminMailAccount. Now I am using PostMasterMailbox.pl instead and it runs well. But I'm wondering what is difference between them? Can I just use PostMasterMailbox.pl instead of PostMaster.pl for ever? I'm running OTRS in MS Windows platform. Kind Regards, Afshar Mohebbi

1 0

Everybody may close tickets
by Markus Hummel 04 Jun '09

04 Jun '09

Hi, It is usually permitted to only the owner of a ticket to close it or to change the priority. Our head of department needs a possibility of changing these things without becoming owner first. So there is a possibility of doing this? Is there a possibility of permitting every agent always to close tickets? Is there another temporary solution to avoid this problem? Many thanks for your help. Best regards, Markus

2 2

Duplicate customer tickets
by Hiren Joshi 04 Jun '09

04 Jun '09

Hello all, Would it be possible to see how many open tickets a customer has while viewing a ticket? It would be useful for agents to know that a customer has opened (say) 2 more tickets by the time an agent gets to dealing with the first one. Many thanks, Josh.

3 4

Postmaster Filter Issue
by tawanda＠broad-sat.com 04 Jun '09

04 Jun '09

Hi, I have set up a mail filter to ensure that mail matching specific Delivered-to and To headers is automatically moved to a specific queue by setting the X-OTRS-Queue header. However, this does not seem to work if I send mail to the OTRS system using a webmail client. The mail ends up in the Raw queue. With an Outlook-type client it works fine. What could be going wrong here? Regards, Tawanda

1 0

OTRS and Active Directory
by Lakshan Fernando. 04 Jun '09

04 Jun '09

Hi, please can some one send me a working config; Auth Agents against AD and customers against with DB because all the customers need to have user account physical created on OTRS Thanks you Lakshan

1 0

OTRS and Active Directory
by olivier.villegente＠sic.nc 04 Jun '09

04 Jun '09

Hi, I have recently install OTRS and I want connect it to my Active Directory. I have found an example in the docs but I don't see which file I need to edit, ... Can you help me ? Regards, _____________________ Olivier VILLEGENTE Administrateur système & réseau Société Immobilière de Nouvelle-Calédonie Tél : (687) 28.03.78 Fax : (687) 28.43.56 e-Mail : olivier.villegente(a)sic.nc

2 1

Assigning tickets to a customer company
by Daniel Tangen - Trigcom AS 04 Jun '09

04 Jun '09

Hi, Is there any easier way to assign a ticket to a customer company? I now first have to go into the company tab and then search for a coompany. Then write down the company-id (our internal customer nr) and then go back to the ticket and enter in the customer-id. This also goes for creating phone tickets. I can search for the customer user but not customer-id?? Has anyone found a good solution for this? Thanks, Vennlig hilsen / Best regards Daniel Tangen IT Associate / Blackberry Technical Consultant Mob.: +47 48 40 00 14 dt(a)trigcom.no www.trigcom.no Trigcom AS Kronprinsesse Märthas plass 1 Po-box 1391 Vika N-0114 Oslo Norway ------------------------------- Sent from my BlackBerry® smartphone provided by Trigcom - www.trigcom.no

1 0

Agent Authentication
by Katta, Lokesh Katta Subramanyam 03 Jun '09

03 Jun '09

Hi All, Is it possible to configure to fall back to database for authenticating agents when a user credentials is not present in the LDAP tree? In our organization we have a scenario where in some agents are contractors and their credentials will not be there on the LDAP tree. Thanks in advance Best Regards, Lokesh K S

1 0

Emails via IMAP is fetched by server but never gets inserted to SQL(OTRS)
by Daniel Tangen - Trigcom AS 03 Jun '09

03 Jun '09

Hi, I have installed OTRS successfully and setup an IMAP account towards an Exchange 2003 server. This worked fine for a while but then stopped working. The IMAP service is running on the Exchange server. I've installed wireshark (network analyzer) to see that the email is fetched via IMAP protocol into the server when the cronw is running. I can see that it finds the new email, fetches it, deletes it from the Exchange server, but it never gets inserted into the SQL database. Anyone have any idea where I can search for the error? Server: Windows 2003 Server SP2 OTRS v. 2.3.4 CronW (for fetching emails) (uses crontab.txt) Best regards Daniel Tangen

1 1

Can the Filemanager module be used by customers?
by Rodney McDuff 03 Jun '09

03 Jun '09

1 0

Creating an External Link in Customer Interface
by Nathan Campbell 02 Jun '09

02 Jun '09

I'm trying to add a new icon to the customer interface toolbar that will link to an external website (http://www.google.com as an example) I am using this admin configuration option page: Config Options: Framework -> Frontend::Customer::ModuleRegistration I am able to add a new module with the correct description, icon, and priority (order on the page) - however, when I enter http://www.google.com in the LINK textbox, update the config and refresh the customer page - the icon appears as I expect it to, however, instead of linking to http://www.google.com the link is constructed as such: http://respighi/otrs/customer.pl?http://www.google.com I have searched Google and the archives but have been unsuccessful. Is anyone able to offer assistance as to how (or if) I can make this link work? Have tried wrapping it in " " but that didn't work. Thanks! Nathan Campbell Dallas Symphony Orchestra

1 0

daily ticket reminder e-mails
by Davin Taddeo 02 Jun '09

02 Jun '09

Hey, Has anyone created a cron job that could send daily(or weekly) e-mails to agents letting them know what tickets are open in their queues? Just curious, it would be a nice feature to have for our organization, and was hoping somebody might have done it before as I'm not finding out much else on line. Thanks for the help. ~Davin

2 2

Sorting the ticket by last reply
by (( amanpreet singh 02 Jun '09

02 Jun '09

hi, i am new to otrs 2.3.4, i have small problem but important, want to sort the tickets by the age of last reply, means the last replied ticket should be on the top & other tickets sorted by age in the status view. help will be appreciated. thanks in advance. -- best regards: Aman

1 0

Email Parsing
by Fernando Rodriguez SEMS 01 Jun '09

01 Jun '09

Hello, How can i parse the contents of an e-mail in order not only to create tickets but to close them also. Thanks

2 1

Nagios integration
by Fernando Rodriguez SEMS 01 Jun '09

01 Jun '09

Is there any place that i can look for the nagios inplementation or a basic howto, all the info i have found i cant really understand Thanks

3 2

Re: [otrs] otrs Digest, Vol 8, Issue 71
by Lionel Hernando 01 Jun '09

01 Jun '09

otrs-request(a)otrs.org a écrit : >Send otrs mailing list submissions to > otrs(a)otrs.org > >To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs >or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > >You can reach the person managing the list at > otrs-owner(a)otrs.org > >When replying, please edit your Subject line so it is more specific >than "Re: Contents of otrs digest..." > > >Today's Topics: > > 1. Re: Max characters per faq (Michiel Beijen) > 2. Make the postmaster mail plugin check for new work orders > quicker. (Justin Holt) > 3. Re: Make the postmaster mail plugin check for new work > orders quicker. (Ivars Strazdi??) > > >---------------------------------------------------------------------- > >Message: 1 >Date: Thu, 28 May 2009 21:21:20 +0200 >From: Michiel Beijen <michiel(a)beefreeit.nl> >Subject: Re: [otrs] Max characters per faq >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: > <9eda38a40905281221h581866fek82116600cefa4455(a)mail.gmail.com> >Content-Type: text/plain; charset="utf-8" > >Emily, > >Especially with the WYSIWYG editor I could see that you could reach the 65k >odd character limit. > >You said: >> I am going to try edit the FAQ layout so you can't see the Symptom, >Problem and >> Solution fields as it doesn't really suit the format we would like. > >In OTRS, this is especially easy. No need to do anything special. > >Just go to Admin > Sysconfig > FAQ -> Core::Item ; here you can adjust the >names of the fields shown. If you remove the 'public' rights to a field, it >will not be shown in the FAQ gui. Easy as cake. > >Kind regards, > >-- >Michiel Beijen >Software Consultant >+31 6 - 457 42 418 >Bee Free IT + http://beefreeit.nl > > >On Thu, May 28, 2009 at 16:26, Emily Flynn <emily.flynn(a)zurichbank.com>wrote: > >> >> Hi Michiel, >> >> Many thanks for you in-depth reply! It certainly answered my question : ) >> >> The reason for the long 'Symptom' is that we are using OTRS FAQ as a >> knowledgebase, into which I am copying and pasting a lot of text. >> >> I am going to try edit the FAQ layout so you can't see the Symptom, Problem >> and Solution fields as it doesn't really suit the format we would like. >> >> Your suggestion of changing the field type to mediumtext worked perfectly >> thank you very much for that! >> >> Kind Regards, >> >> Emily Flynn >> >> >> >> >> *Michiel Beijen <michiel(a)beefreeit.nl>* >> Sent by: otrs-bounces(a)otrs.org >> >> 27/05/2009 20:33 >> Please respond to >> "User questions and discussions about OTRS." <otrs(a)otrs.org> >> >> To >> "User questions and discussions about OTRS." <otrs(a)otrs.org> cc >> Subject >> Re: [otrs] Max characters per faq >> >> >> >> >> Hi Emily, >> >> You did not mention what FAQ version and database make/model you are using, >> but on MySQL the fields are defined as "text" which makes it not able to >> hold more than 2^16 characters. It will truncate the string and not tell >> you. If you'd save the FAQ article and open it, it will 'only' display the >> first 65000 characters, the rest will be gone... >> >> I have inserted some large chunks of Kafka into new FAQ entries on my test >> environment. The Symptom field is stored in the field called f_field1 on the >> faq_item table, as is defined in Admin > Sysconfig > FAQ > Core::Item > >> FAQ::Item::Field1. The fields are limited at 65535 characters, to be >> precise. >> >> mysql> select length(f_field1) from faq_item; >> +------------------+ >> | length(f_field1) | >> +------------------+ >> | 31 | >> | 107 | >> | 168 | >> | 65535 | >> | 65535 | >> +------------------+ >> 5 rows in set (0.00 sec) >> >> Then I found this post about the storage capacities of 'text' type fields >> in mysql: *http://simonwillison.net/2002/Aug/1/mysqlTextLimits/*<http://simonwillison.net/2002/Aug/1/mysqlTextLimits/> >> >> That made me wonder if this is present in more places in OTRS: >> >> mysql> select table_name, column_name from information_schema.columns where >> data_type = 'text'; >> +-------------------+---------------+ >> | table_name | column_name | >> +-------------------+---------------+ >> | article | a_from | >> | article | a_reply_to | >> | article | a_to | >> | article | a_cc | >> | article | a_subject | >> | article | a_message_id | >> | article_search | a_from | >> | article_search | a_to | >> | article_search | a_cc | >> | article_search | a_subject | >> | article_search | a_message_id | >> | auto_response | text0 | >> | auto_response | text1 | >> | auto_response | text2 | >> | faq_item | f_keywords | >> | faq_item | f_field1 | >> | faq_item | f_field2 | >> | faq_item | f_field3 | >> | faq_item | f_field4 | >> | faq_item | f_field5 | >> | faq_item | f_field6 | >> | notifications | text | >> | salutation | text | >> | sessions | session_value | >> | signature | text | >> | standard_response | text | >> +-------------------+---------------+ >> 26 rows in set (0.12 sec) >> >> But as you can see only in places where it makes sense (at least to me) the >> 'text' type is used... *except* in the faq_item table. Personally, I find >> symptoms of > 65535 bytes a bit long but I think that should be possible. >> Also I think it the Problem and Solution fields should be able to handle >> real long amounts of text and AT LEAST the system should complain instead of >> silently truncating your texts. >> >> As a quick hack, you could change the field type in the database to >> 'mediumtext' type which can keep a maximum of 2^32 characters which is about >> 4.294.967.296. >> >> mysql> alter table `faq_item` change `f_field1` `f_field1` MEDIUMTEXT; >> Query OK, 5 rows affected (0.14 sec) >> Records: 5 Duplicates: 0 Warnings: 0 >> >> You'd probably want to do the same to the fields f_field2 ("Problem") and >> f_field3 ("Solution"). >> >> The field lenghts are defined in the OPML file which is here: * >> ftp://ftp.otrs.org/pub/otrs/packages/FAQ-1.5.4.opm*<ftp://ftp.otrs.org/pub/otrs/packages/FAQ-1.5.4.opm>- there you see the fields are defined as storing 20000 characters, MySQL >> then creates them with the 'text' datatype. >> >> I would like to ask you if you can file this bug in Bugzilla (* >> http://bugs.otrs.org* <http://bugs.otrs.org/>) so it may be resolved in >> the next version of the FAQ module. >> >> Kind regards, >> -- >> Michiel Beijen >> Software Consultant >> +31 6 - 457 42 418 >> Bee Free IT + *http://beefreeit.nl* <http://beefreeit.nl/> >> >> >> On Wed, May 27, 2009 at 17:57, Emily Flynn <*emily.flynn(a)zurichbank.com*<emily.flynn(a)zurichbank.com>> >> wrote: >> >> Hi! >> >> I am inputting a lot of information into the FAQ module at the minute, but >> there seems to be a max amount of characters allowed in the Symptoms dialog >> box.. how can I change this to increase the limit..? I couldn't see >> anything in the normal sysconfig section. >> >> Thanks. >> >> >> Kind Regards, >> >> Emily Flynn >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: *http://otrs.org/* <http://otrs.org/> >> Archive: *http://lists.otrs.org/pipermail/otrs*<http://lists.otrs.org/pipermail/otrs> >> To unsubscribe: *http://lists.otrs.org/cgi-bin/listinfo/otrs*<http://lists.otrs.org/cgi-bin/listinfo/otrs> >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!* >> **http://www.otrs.com/en/support/enterprise-subscription/*<http://www.otrs.com/en/support/enterprise-subscription/> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: <http://otrs.org/>http://lists.otrs.org/pipermail/otrs >> To unsubscribe: <http://lists.otrs.org/pipermail/otrs> >> http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> <http://lists.otrs.org/cgi-bin/listinfo/otrs> >> http://www.otrs.com/en/support/enterprise-subscription/ >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> >-------------- next part -------------- >An HTML attachment was scrubbed... >URL: <http://lists.otrs.org/pipermail/otrs/attachments/20090528/d61ab978/attachme…> > >------------------------------ > >Message: 2 >Date: Thu, 28 May 2009 16:29:34 -0400 >From: Justin Holt <holt.justin173(a)gmail.com> >Subject: [otrs] Make the postmaster mail plugin check for new work > orders quicker. >To: otrs(a)otrs.org >Message-ID: > <abe2596e0905281329w59bd4c33j7bd2625df1f8b40a(a)mail.gmail.com> >Content-Type: text/plain; charset="iso-8859-1" > >Hi all, >I was just wondering if there was anyway to decrease the time between when >the postmaster mail plugin checks for mail. Right now it does it every 10 >minutes (ex. 3:40 then again at 3:50 and again at 4:00). Is there anyway to >have it maybe check every 5 minutes or every minute? I have tried playing >with the Crontab.txt file with no change in speed. > >Thanks a lot, >Justin Holt >Town of Vernon IT Intern >-------------- next part -------------- >An HTML attachment was scrubbed... >URL: <http://lists.otrs.org/pipermail/otrs/attachments/20090528/aabe7665/attachme…> > >------------------------------ > >Message: 3 >Date: Fri, 29 May 2009 03:23:47 +0300 >From: Ivars Strazdi?? <ivars.strazdins(a)gmail.com> >Subject: Re: [otrs] Make the postmaster mail plugin check for new work > orders quicker. >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: <4A1F2B13.7040609(a)gmail.com> >Content-Type: text/plain; charset=UTF-8; format=flowed > >Crontab.txt? Is it windows? >On Ubuntu server this entry in crontab file /etc/cron.d/otrs does it for me: > >... ># fetch emails every 2 minutes >*/2 * * * * otrs $HOME/bin/PostMasterMailbox.pl >> /dev/null >... > >ivarss@mail:~$ ls -lt /etc/cron.d/otrs >lrwxrwxrwx 1 root root 14 2009-05-27 13:32 /etc/cron.d/otrs -> >/etc/otrs/cron >ivarss@mail:~$ > >Regards, >Ivars > >Justin Holt wrote: >> Hi all, >> I was just wondering if there was anyway to decrease the time between >> when the postmaster mail plugin checks for mail. Right now it does it >> every 10 minutes (ex. 3:40 then again at 3:50 and again at 4:00). Is >> there anyway to have it maybe check every 5 minutes or every minute? I >> have tried playing with the Crontab.txt file with no change in speed. >> >> Thanks a lot, >> Justin Holt >> Town of Vernon IT Intern >> ------------------------------------------------------------------------ >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ > > >------------------------------ > >--------------------------------------------------------------------- >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >http://www.otrs.com/en/support/enterprise-subscription/ > >End of otrs Digest, Vol 8, Issue 71 >***********************************

1 0

Customer Username & Password to new customer.
by (( amanpreet singh 01 Jun '09

01 Jun '09

hi, i am new to OTRS, using otrs 2.3.4 great trouble ticketing system. requirement is when a new customer(which is not in the database, no customer login ID) sends a mail on otrs, he/she should get a Customer ID & Password in the auto-response, but currently my OTRS is passing these fields blank. what to do to achieve the requirement. help will be appreciated -- thanks & regards: Amanpreet Singh

1 0

Problem with FS based tiff's and IE
by Steve Wakham 29 May '09

29 May '09

We have been storing tickets in the database for years and since now 90 days of tickets is 120gb, we decided to move to the FS based storage engine. We have hit a strange problem, .tif attachments stored on the FS add an additional line to the top of the download when we hit it with IE: image/tiff; name="fax000519537.tif" If I save the attachment in IE and edit the file and remove that line, it opens just fine in the tiff viewers. Oddly Firefox does not do this. I've checked the file on the FS and it doesn't add that line, I've looked at the code a pretty good bit and havn't been able to locate where you might be adding this content-type to the actual data attachment. We were running version 1.3.2 and upgraded to the latest: 2.3.4 and saw the problem in both versions. Thinking it may be a streaming problem, I've googled around for mime types and apache headers for tif and all say image/tiff which I have in /etc/mime.conf, but I added an additional Type in apache just to make sure, but it didnt work either. Has anyone see this problem? Thanks, Steve

1 1

Workflow view queues
by Steve Hall 29 May '09

29 May '09

Hi, We're just expanding our use of OTRS 2.3.4 in that we have new roles, which have dedicated queues defined for them for privacy, etc. When the agent views the Workflow View they are presented with the default list of queues : Advisory : Hotline : Incident. How do I change this default view so that they can see by default the queue defined for that group? Thanks in advance.

2 1

Escalation
by Gary Kilmister 29 May '09

29 May '09

Following from my last e-mail does anyone have escalation working within their OTRS system successfully. Need to implements different levels of SLAs and appropriate escalation notifications. I.E. if a ticket not responded to in a set time then higher level notified. Would appreciate any help or assistance on this one Many thanks Gary Kilmister, Data Centre Manager, IFL Email: gary(a)internetf.co.uk T: +44 (0)161 275 1100 D: +44 (0)161 275 1107 F: +44 (0)161 209 8427 www.internetf.co.uk ~~ Business Class Data Centres ~~ IFL is a trading name of Internet Facilitators Limited. Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN. Registered in England. Company No. 3342636

1 0

Customer's authentification with LDAP
by jaubert＠26.cerfrance.fr 29 May '09

29 May '09

Hi, I'm new with OTRS and I'm trying to configure customer's authentification with LDAP with success only if i create customer before in OTRS database backend. Is it normal ? What I want is OTRS connect to LDAP to authorize access without configure customer account and I don't know if it is possible ? Best regards Jerome

2 2

Make the postmaster mail plugin check for new work orders quicker.
by Justin Holt 29 May '09

29 May '09

Hi all, I was just wondering if there was anyway to decrease the time between when the postmaster mail plugin checks for mail. Right now it does it every 10 minutes (ex. 3:40 then again at 3:50 and again at 4:00). Is there anyway to have it maybe check every 5 minutes or every minute? I have tried playing with the Crontab.txt file with no change in speed. Thanks a lot, Justin Holt Town of Vernon IT Intern

3 3

OTRS system - call escalation
by Gary Kilmister 29 May '09

29 May '09

I would like to implement 1st , 2nd and 3rd level support on tickets with associated SLA. So 1st level receive all tickets, but if not responded to in a set time frame - then 2nd level notified and so on. I would like some guidance on how this can be set up effectively. Many thanks Gary Kilmister, Data Centre Manager, IFL Email: gary(a)internetf.co.uk T: +44 (0)161 275 1100 D: +44 (0)161 275 1107 F: +44 (0)161 209 8427 www.internetf.co.uk ~~ Business Class Data Centres ~~ IFL is a trading name of Internet Facilitators Limited. Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN. Registered in England. Company No. 3342636

2 1

Max characters per faq
by Emily Flynn 28 May '09

28 May '09

Hi! I am inputting a lot of information into the FAQ module at the minute, but there seems to be a max amount of characters allowed in the Symptoms dialog box.. how can I change this to increase the limit..? I couldn't see anything in the normal sysconfig section. Thanks. Kind Regards, Emily Flynn Junior IT Systems Administrator Zurich Bank/Zurich Treasury Services Ltd 3rd Floor La Touche House IFSC Dublin 1 Tel: 00353 1 4179266 Fax: 00353 1 4179201 Mob: 00353 86 0864194 Email: emily.flynn(a)zurichbank.com

2 3

2.4 beta 2 image upload
by Frans Stekelenburg 28 May '09

28 May '09

Hi, Has anyone testing 2.4 Beta 2 tried uploading an image in the rich text editor (wysiwyg)? Succes or fail? gr, Frans

1 0

apache error log: -e: Apache2::Reload: Can't locate ....
by Frans Stekelenburg 28 May '09

28 May '09

Hi, Our error_log gets filled with a lot (All the pm's) of the following error messages: [Thu May 28 12:35:22 2009] -e: Apache2::Reload: Can't locate ../..// ... Like: [Thu May 28 12:35:22 2009] -e: Apache2::Reload: Can't locate ../..//Kernel/System/Ticket.pm I think it has to do with the fact we run OTRS within a LAMPP (xampp) environment and the perl base in a different location. We had to change all the pl files for that, and OTRS has in some places a relative location definition that is not working so great. Most of the places I have adjusted to get OTRS working oke, but this one I can not easily find. Anyone an idea? gr, Frans

1 0

Question about new ticket notification for ticket created by the agent from the Web Interface
by Luca Maranzano 28 May '09

28 May '09

Hello all, we are happily using OTRS 2.3.4. When a Customer send an email to an address associated with an OTRS Queue all the agent get their notification via mail, and this is fine. When an agent instead creates an e-mail ticket from the Web interface specifying the recipients, the email about new ticket is correctly sent to the recipients, but the agents are not automatically notified about the new ticket. Can I change this mode of operation? Thank you in advance. Regards, Luca

1 0

Re: [otrs] stop Ownerupdate notification
by (( amanpreet singh 28 May '09

28 May '09

hi Marek, u should check the Admin=> Queue, ur default queue setting, Customer Owner Notify: set it to No. result in the no notification to the customer. -- regards: Amanpreet Singh On Thu, May 28, 2009 at 1:04 AM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Max characters per faq (Emily Flynn) > 2. getting 'open with...' window when using compose answer > (email) (Craig Meirick) > 3. stop Ownerupdate notification (Marek Bor) > 4. Re: Max characters per faq (Michiel Beijen) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 27 May 2009 16:57:59 +0100 > From: Emily Flynn <emily.flynn(a)zurichbank.com> > Subject: [otrs] Max characters per faq > To: otrs(a)otrs.org > Message-ID: > < > OFB821E3F7.6BB141EA-ON802575C3.00569606-802575C3.0057B551(a)email.zurich.com > > > > Content-Type: text/plain; charset="us-ascii" > > Hi! > > I am inputting a lot of information into the FAQ module at the minute, but > there seems to be a max amount of characters allowed in the Symptoms > dialog box.. how can I change this to increase the limit..? I couldn't > see anything in the normal sysconfig section. > > Thanks. > > > Kind Regards, > > Emily Flynn > > Junior IT Systems Administrator > Zurich Bank/Zurich Treasury Services Ltd > 3rd Floor La Touche House > IFSC > Dublin 1 > > Tel: 00353 1 4179266 > Fax: 00353 1 4179201 > Mob: 00353 86 0864194 > Email: emily.flynn(a)zurichbank.com >

1 0

Host based themes & Customer Authentication
by savitra sirohi 28 May '09

28 May '09

Hello, We are using host based themes for different customers. Each customer has it's own authentication backend. Is there a way to prevent customer B's user from logging into Customer A's panel? Thanks, Savitra Sirohi Nucsoft OSS Labs http://www.osslabs.biz

1 0

How to create a Backup Strategy
by sumeet jain 27 May '09

27 May '09

Hello guys, i have been thinking over a backup strategy for my OTRS system. I should rather call this archive strategy. Now the DB size is now around 600 MB and i dont need the data anymore. but accasionally i do need them for some search purpose.Therefore, i need to archive this thing and keep it accessible cleaning the exisiting database. This would actually help me speed up my system. So can anyone suggest how can this be done, if at all. The live DB should begin from size 0MB and the old data should be somewhere else where it hsould be accessible via the OTRS front end. Thanks in advance for suggestions , if any.. Regards, Sumeet C Jain

1 0

getting 'open with...' window when using compose answer (email)
by Craig Meirick 27 May '09

27 May '09

Hello fellow OTRS users, I am using v. 2.3.4 and am trying to use the Compose Answer (Email) function to reply to tickets. This is a fresh install and to my knowledge this particular function hasn't worked before. When choosing to 'reply to' I get an Open With... dialog box to open a file 'Index.pl' The URI that this link produces is: http://10.10.1.44/otrs/index.pl?Action=AgentTicketCompose&ResponseID=3&Tick… &ArticleID=9402 Does anybody have any light to shed on this one? TIA Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

1 0

stop Ownerupdate notification
by Marek Bor 27 May '09

27 May '09

Hi, We are using OTRS v.234 - great ticket troubling systemJ. Changing owner of a ticket triggers an Ownerupdate and an Addnote notification - both are send by emails to the new owner. I do not need this feature but I can not block/disable it in any way either. Does an OTRS Expert would be so nice and give me a hint how to stop this automatic notification? Best regards Marek _________________________________________________________________ Używasz Messengera? Korzystasz także z Windows Live. Dowiedz się więcej. http://www.microsoft.com/poland/windows/windowslive/

1 0

Ticket escalation type
by Aysel Pamuk 27 May '09

27 May '09

Hi, When a ticket is escalated, a message is sent to the agents, but agents do not understant why the ticket is escalated. How can we understand this? I mean, is it escalated due to FIRST RESPONSE TIME or SOULTION TIME? Thanks in advance, Aysel

1 0

Ticket escalation type
by Aysel Pamuk 27 May '09

27 May '09

Hi, When a ticket is escalated, a message is sent to the agents, but agents do not understant why the ticket is escalated. How can we understand this? I mean, is it escalated due to FIRST RESPONSE TIME or SOULTION TIME? Thanks in advance, Aysel

1 0

permissions
by Coert Waagmeester 27 May '09

27 May '09

Hello all, I have a bit of trouble setting up permissions. We have 3 users, all in the users group. At the moment I have to give all permissions under the users group to the user, otherwise the user can not view the tickets... I know I am probably doing something wrong, but any pointers would be greatly appreciated! Kind regards, Coert Waagmeester

1 0

Re: [otrs] how to stop converting incoming messages?
by Ivars Strazdiņš 27 May '09

27 May '09

Hi Michiel, Michiel Beijen wrote: > Ivars, > > You say the database is utf8, but what is the value of Admin > > Sysconfig > Framework > Core > DefaultCharset? Also utf-8 > Have you installed the Support package and what character encoding > does it report? All set to utf-8 Database Check Comment Status Check "max_allowed_packet" setting. Your configuration setting is 16 MB. OK Check "query_cache_size" setting. 16 MB OK Check existing framework tables. 65 tables checked. OK Check database utf8 support. Your database version support utf8. OK Check if the client use utf8 for the connection. Your client connection is utf8. OK Check if the database use utf8 as charset. Your database character setting is utf8. OK Check the utf8 table charset collation. Your charset collation is set to utf8_general_ci. OK Check database version. MySQL 5.0.67-0ubuntu6 OK Ivars > Kind regards, > -- > Michiel Beijen > Software Consultant > +31 6 - 457 42 418 > Bee Free IT + http://beefreeit.nl > > > 2009/5/26 Ivars Strazdiņš <ivars.strazdins(a)gmail.com > <mailto:ivars.strazdins@gmail.com>> > > Hi Michiel, > thanks for reply. > No, my OTRS instance is set to utf-8. Before OTRS installation. > All OTRS database tables show encoding as utf8_general_ci. > So, exactly the opposite is happening - for some reason OTRS wants > to convert every message from utf-8 to iso-8859-1, which is > erroneous and not needed. > If the database is utf-8 encoded, why OTRS tries to change > incoming messages to iso-8859-1 and how could I stop it? > I found file > /usr/share/otrs/scripts/database/otrs-initial_insert.mysql.sql - > could it be related somehow? > > With kind regards, > Ivars > > Michiel Beijen wrote: > > Hi Ivars, > > Your OTRS instance is set to iso-8859-1. If you receive a lot > of mail that is encoded in a different character set, it might > be a good idea to convert your database to utf8. > See for instructions, in case you are using MySQL, the FAQ: > http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315 > <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315> > <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315 > <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=315>> > > > As for your error message, I have not tested but just a guess: > the iso-8859-1 (aka Latin1) contains only a subset of the > characters that are available in utf8 (which supposedly > contains 'every character' ;-) ) > Now if someone whould send an email to OTRS using UTF8 > character set, containing characters that are not present in > Latin1 (such as russian, chinese, etc) it can not properly do > conversion to Latin1 without data loss. That could be the > reason of your error message. > > Kind regards, > -- > Michiel Beijen > Software Consultant > +31 6 - 457 42 418 > Bee Free IT + http://beefreeit.nl > > > 2009/5/26 Ivars Strazdiņš <ivars.strazdins(a)gmail.com > <mailto:ivars.strazdins@gmail.com> > <mailto:ivars.strazdins@gmail.com > <mailto:ivars.strazdins@gmail.com>>> > > > Hi OTRS users, > how do stop OTRS from trying to convert incoming e-mail > messages > from utf-8 to other character set (iso-8859-1)? > I am receiving administrator notifications like this: > > Charset encode 'utf8' -=> 'iso-8859-1' (New Ticket > [2009052610000014/Dati ar zvaigzni] created > (TicketID=9,Queue=incoming,Priority=3 normal,State=new)) not > supported! > Charset encode 'utf8' -=> 'iso-8859-1' (Sent email to '"HELP" > <***(a)***.com>' from 'customer <***(a)***.com>'. HistoryType => > SendAutoReply, Subject => [Ticket#2009052610000014] Dati ar > zvaigznÄ«ti;) not supported! > > Thanks for your time, > Ivars > > > --------------------------------------------------------------------- > 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] show all tickets to the agents. (Leonardo Certuche)
by aman 27 May '09

27 May '09

thanks a lot leonardo certuche my problem is solved now. thanks -amanpreet singh On Tue, May 26, 2009 at 8:28 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. disable customer panel (Marius Schrecker) > 2. Re: Dynamic note for close ticket notification ? (Marco Vannini) > 3. Re: disable customer panel (Shawn Beasley) > 4. how to stop converting incoming messages? (Ivars Strazdi??) > 5. Re: show all tickets to the agents. (Leonardo Certuche) > (Leonardo Certuche) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 26 May 2009 09:32:31 +0200 > From: Marius Schrecker <marius(a)kadme.com> > Subject: [otrs] disable customer panel > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <4A1B9B0F.7040708(a)kadme.com> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hi, > We want to phase in the use of OTRS, starting by registering all > requests manually ourselves. > During this initial phase, we don't want to allow customers to create > their own tickets using the GUI, whilst we do want to be able to > continue tweaking, and configuring the system for customer use later. > Where can I disable it, whilst still allowing me to configure it (and > turn it back on occasionally, for testing). I'm hoping this can be done > somewhere within sysconfig. > > Cheers! > > Marius > > > ------------------------------ > > Message: 2 > Date: Tue, 26 May 2009 10:16:56 +0200 > From: Marco Vannini <marco.vannini(a)gmail.com> > Subject: Re: [otrs] Dynamic note for close ticket notification ? > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <7bd09e660905260116v84902acrc06613f05f5acf98(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > This is a long discussed point. > > There is no way to send notification body part to customer whitin the mail > to notification of closure, there is probably someone that has hacked some > files to do this (you could try to search in > mail-archive.org/otrs@otrs.org) > otherwise, agent has to close ticket sending "compose answer" (a link in > the > ticket zoom) and setting new ticket state to closed. > > > > On Tue, May 26, 2009 at 9:06 AM, aman <goforaman(a)gmail.com> wrote: > > > hi, > > > > i am new to otrs (otrs 2.3.4 on a centos 5.2.) > > our requirement is when a agent close the ticket, notification should be > > sent to the sender of the ticket(Customer) & the notification should be > the > > note > > that was written while closing the ticket. > > > > close ticket notification with predefined static note(*** THIS IS JUST A > > NOTE *** The state of your ticket...............) is working fine. > > > > but what about the dynamic note, any configuration changes. > > > > thanks in advance, > > -- > > regards: > > Amanpreet Singh > > > > > > --------------------------------------------------------------------- > > 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

automatic mail distribution for OTRS
by Karlos Jelez 27 May '09

27 May '09

Hi List, I always have used OTRS as it is: every user agent click on a new ticket to send a response and become the owner of that ticket. I would like to know if there is a way to assign automaticaly new tickets to user agents some like a round robin sequence or to a idle agent like PBX systems at a call centers. All help is appreciated. Thanks in advance Karlos

1 0

Upgrading OTRS 2.2.7 to 2.3.4 on Windows Server 2003
by Justin Holt 26 May '09

26 May '09

Hi all, I'm sure something of this nature has been posted before, I just don't know how you can manage to sort through all posts and mail to find it. But what is the best method to upgrade from one version to the other on windows? In the documentation it mentions an Upgrade file but I know in windows all I have is the .exe file. One other quick question if you have the time: What is also the easiest way to make it so a user can email otrs@(insert domain here) and make it show up in our queue of work orders? Thanks a lot! Justin Holt Town of Vernon IT Intern

2 1

Re: [otrs] show all tickets to the agents. (Leonardo Certuche)
by aman 26 May '09

26 May '09

hi Leonardo, i don't want to get rid of the locking feature, just want to show all the tickets(even the owner is assigned to a ticket, locked) in the queue frontend by default. In my current system it is possible only when owner will Unlock that ticket, then it will be visible to other agents. in Short i want All Tickets:XX should be the default view. (in Preferences i have selected My Queues:queue_name). thanks in advance. On Tue, May 26, 2009 at 5:23 AM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: Editing ticket body (Maurice James) > 2. Re: Editing ticket body (Afshar Mohebbi) > 3. Re: Editing ticket body (Maurice James) > 4. Re: notification to sender of ticket, if his ticket was > closed. (Leonardo Certuche) > 5. Re: show all tickets to the agents. (Leonardo Certuche) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 25 May 2009 09:23:10 -0400 > From: "Maurice James" <midnightsteel(a)msn.com> > Subject: Re: [otrs] Editing ticket body > To: "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> > Message-ID: <BAY107-DS6E3CE1E99B75D42460798B2550(a)phx.gbl> > Content-Type: text/plain; charset="utf-8" > > You have to edit the ticket article through the database once it is > created > > > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Afshar Mohebbi > Sent: Sunday, May 24, 2009 6:49 AM > To: User questions and discussions about OTRS. > Subject: [otrs] Editing ticket body > > > > Hi, > > Why body of a new ticket is not editable just after creation? There maybe a > mis-spelling or any other text that customer or agents want to correct. > > > Afshar Mohebbi > >

3 2

how to stop converting incoming messages?
by Ivars Strazdiņš 26 May '09

26 May '09

Hi OTRS users, how do stop OTRS from trying to convert incoming e-mail messages from utf-8 to other character set (iso-8859-1)? I am receiving administrator notifications like this: Charset encode 'utf8' -=> 'iso-8859-1' (New Ticket [2009052610000014/Dati ar zvaigzni] created (TicketID=9,Queue=incoming,Priority=3 normal,State=new)) not supported! Charset encode 'utf8' -=> 'iso-8859-1' (Sent email to '"HELP" <***(a)***.com>' from 'customer <***(a)***.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2009052610000014] Dati ar zvaigznÄ«ti;) not supported! Thanks for your time, Ivars

2 2

disable customer panel
by Marius Schrecker 26 May '09

26 May '09

Hi, We want to phase in the use of OTRS, starting by registering all requests manually ourselves. During this initial phase, we don't want to allow customers to create their own tickets using the GUI, whilst we do want to be able to continue tweaking, and configuring the system for customer use later. Where can I disable it, whilst still allowing me to configure it (and turn it back on occasionally, for testing). I'm hoping this can be done somewhere within sysconfig. Cheers! Marius

2 1

Dynamic note for close ticket notification ?
by aman 26 May '09

26 May '09

hi, i am new to otrs (otrs 2.3.4 on a centos 5.2.) our requirement is when a agent close the ticket, notification should be sent to the sender of the ticket(Customer) & the notification should be the note that was written while closing the ticket. close ticket notification with predefined static note(*** THIS IS JUST A NOTE *** The state of your ticket...............) is working fine. but what about the dynamic note, any configuration changes. thanks in advance, -- regards: Amanpreet Singh

2 1

show all tickets to the agents.
by aman 25 May '09

25 May '09

hi, i am new to otrs (otrs 2.3.4 on a centos 5.2.) the problem is when a owner is assigned to a ticket,the ticket get locked, by default it is not visible to all the agents, but when owner unlocked this ticket,then this ticket become visible to all the agents, but our requirement is by default all ticket should be visible to all the agents, any configuration changes !! help will be really appreciated. -- regards: Aman

2 1

notification to sender of ticket, if his ticket was closed.
by aman 25 May '09

25 May '09

hi, i am new to otrs, using otrs 2.3.4 on a centos 5.2. our requirement is when a agent close the ticket, notification should be sent to the sender of the ticket(Customer). I think it should be automatic but it is not working.any configuration changes. help, -- regards: Aman

2 1

Editing ticket body
by Afshar Mohebbi 25 May '09

25 May '09

Hi, Why body of a new ticket is not editable just after creation? There maybe a mis-spelling or any other text that customer or agents want to correct. Afshar Mohebbi

2 3

Custom "new ticket" information mails
by Ulrich Gøhns 25 May '09

25 May '09

Hello, We want to change the en::Agent::NewTicket notification so it looks something like this: -- #Name: <OTRS_CUSTOMER_DATA_UserFirstname> <OTRS_CUSTOMER_DATA_UserLastname> #E-Mail: <OTRS_CUSTOMER_DATA_Email> #Phonenumber: <OTRS_CUSTOMER_DATA_Phone> Wrote a new ticket to "<OTRS_TICKET_Queue>": <snip> <OTRS_CUSTOMER_EMAIL[30]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master -- We use Active Directory (AD) as backend. Email and Phonenumber ends up being a "-", but in ticketzooms the phonenumber is there. Is it possible at all to get AD data in the NewTicket notification? Or am I just using the wrong tags? Regards, Ulrich

1 0

Re: [otrs] marking tickets for bulk action
by Michiel Beijen 25 May '09

25 May '09

Marius, It really is a beta. There are still quite a few bugs open in bugzilla against 2.4. Also, the ITSM package you are now using is designeds for the 2.3.x framework and does not run on 2.4. So i'd recommend you just start using 2.3.4 and then upgrade to 2.4 when the stable version is released. If you have time and resources available to set up a testing environment for 2.4beta and would file bug reports, that would be great! Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On May 22, 2009 2:47 PM, "Marius Schrecker" <marius(a)kadme.com> wrote: Thanks Michiel, Then I look forward to 2.4 :-) OTRS seems very exciting, and there's lots to learn before we start to use it in production, hopefully in a few days. How "Beta" is 2.4 Beta. Do you consider it stable enough to be used in a small production system, or would you definitely recommend that we stick to 2.3.4 for the moment? I have enabled most of the ITSM modules, although we will begin by only using the ITSMIncidentProblemManagement package. Cheers! Marius Michiel Beijen wrote: > > > Hi Marius, > > This is actually a feature that is implemented in 2.4 > (which is still in beta): >... > http://dl.getdropbox.com/u/222532/otrs_2_4_beta2_search_bulk_select.png > > > > Also please look at the checkbox next to the "Bulk Action"button. You > can use this to select al... > > > On Fri, May 22, 2009 at 11:59, Marius Schrecker <marius(a)kadme.com<mailto: > marius(a)kadme.com>> wrote... > ------------------------------------------------------------------------ > > > > --------------------------------------------------------------------- > > OTRS mailing list: otrs... > --------------------------------------------------------------------- OTRS mailing list: otrs - We...

3 2

help needed
by fahad noor 23 May '09

23 May '09

Hi all, I am newbie to otrs. I setup few new emails and was trying to figure out how it works in win32 platform. I have setup ticket notification system. But when I check email, there is no notification. I don't know what is going on. I have setup SMTP(sysconfig-->code::sendmail). I have put all things like host, login and password. I don't what is the fault. Can anyone help me out. Thanx Fahad

4 3

Does SysConfig use config.pm for saving data?
by Afshar Mohebbi 23 May '09

23 May '09

Hi all, Does SysConfig use config.pm for saving data or use database? Afshar Mohebbi

2 2

marking tickets for bulk action
by Marius Schrecker 22 May '09

22 May '09

Hello again, When I list tickets from the search function, I would like to be able to perform bulk actions on some of them (for example move to a particular queue), but I can't see anywhere where I can select them, which bulk action requires. Is this something that needs to be turned on in SysConfig? Cheers! Marius

2 2

Public FAQs in the customer interface but not the public interface
by Rodney McDuff 22 May '09

22 May '09

I have a whole bunch of hierachical FAQs that are visible in the customer interface; all of which are set to state public. In the public interface I see nought but a ">> FAQ" link on the left hand side and links to various articles in the right hand side. What am I doing wrong. OTRS 2.3.4, OTRS::ITSM 1.2.3, FAQ 1.5.4. * * -- Dr. Rodney G. McDuff |Ex ignorantia ad sapientiam Manager, Strategic Technologies Group| Ex luce ad tenebras Information Technology Services | The University of Queensland | EMAIL: mcduff(a)its.uq.edu.au | TELEPHONE: +61 7 3365 8220 |

2 2

Is it possible to make reports automaticaly?
by Nikolay Yatsyshyn 22 May '09

22 May '09

Hi all! I use OTRS for a half year. This is nice system, but I need one feature and can't find it. I need to make daily/weekly/monthly reports and send it by e-mail. I create my own script which maked querries to mysql and generate reports directly from database, but can I get this function via OTRS(something like GenericAgent functions for tickets)?

2 1

changing ScriptAlias does not reflect URL
by vaishali dolas 22 May '09

22 May '09

i had made change to /etc/httpd/conf.d/otrs.conf to redirect it to other name instead of otrs. Also i tried to change it from Framework::Core::ScriptAlias But changing this name also not usefull. Please any kind of help is appreciated... Thanks, Vaishali.

1 0

Troubleshooting Postmaster Filters
by tawanda＠broad-sat.com 22 May '09

22 May '09

Hi, I have setup mail filters in OTRS to automatically place certain emails in appropriate queues using the X-OTRS-Queue header. This was working fine, but has all of sudden stopped working. Is there a way I can troubleshoot the filtering process to determine why OTRS is not putting mails in the queues I have configured. All I have is output from syslog showing which queue was allocated but I cant determine why. Regards, Tawanda

1 0

why ticket's body or note is mandatory?
by Afshar Mohebbi 22 May '09

22 May '09

Hi all, Why I can not leave ticket notes empty? Can I switch off this option? This is also applicable on ticket's body. Regards, Afshar Mohebbi

4 8

TTT-001
by aman 22 May '09

22 May '09

hi, gfy adv dfhuvadnfvd vdifuvhefd -- regards: Amanpreet Singh

2 1

Re: [otrs] send notification to customer about closed ticket.???
by aman 22 May '09

22 May '09

hi marshall, under the QUEUE==RESPONSES, i think we can add the responses to the queue. what about the notification to customer, when a ticket was closed by agent & the notification should be the note written when the agent is going to close the ticket, i think it is in the Notification in ADMIN module, but i don't know how to configure it. -aman On Fri, May 22, 2009 at 4:32 AM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. send notification to customer about closed ticket. (aman) > 2. Migrating to 2.3.4 (Rabindra Pandey) > 3. Re: configuring POP3 mail account to otrs(mysql). (ravi shanker) > 4. Re: Mass import users (Michiel Beijen) > 5. Re: send notification to customer about closed ticket. > (L Marshall) > 6. Re: Migrating to 2.3.4 (Maurice James) > 7. Re: Mass import users (Maurice James) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 21 May 2009 19:27:31 +0530 > From: aman <goforaman(a)gmail.com> > Subject: [otrs] send notification to customer about closed ticket. > To: otrs(a)otrs.org > Message-ID: > <b10fa92b0905210657tf7fa1amb9dc08249efec66a(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > hi, > > i am new to otrs, using otrs 2.3.4 on a CentOS 5.2 machine > > Is there an option somewhere in OTRS that sends out an e-mail > (i.e. from the the notification master) to customer that informs the > customer that his/her ticket has been closed with the note we have wrote > when the ticket was closed. > > Thanks! > > -- > regards: > Amanpreet Singh >

1 0

Mass import users
by Maurice James 21 May '09

21 May '09

Does anyone have a script to mass import users as customers into OTRS 2.3.4? Perhaps from an Active Directory dumped into a CVS file?

2 2

Re: [otrs] send notification to customer about closed ticket.
by L Marshall 21 May '09

21 May '09

aman wrote on 5/21/09 10:27 >Is there an option >somewhere in OTRS that >sends out an e-mail >(i.e. from the the notification >master) to customer that >informs the >customer that his/her ticket >has been closed with the note >we have wrote >when the ticket was closed. Yes OTRS will do this. I ?think? it is configured under QUEUE <--> RESPONSES under the admin/configuration section of OTRS.

1 0

Re: [otrs] configuring POP3 mail account to otrs(mysql).
by Michiel Beijen 21 May '09

21 May '09

Dear mr shanker, First of all, OTRS is completely perl based so if you can access the web interface you will absolutely have perl installed. Second, POP is used for receiving mail. For sending you will need to use sendmail or smtp. See the OTRS manual for more details. in the event you'd like to receive (commercial) support in configuring and setting up OTRS please contact me off-list to discuss. Kind regards, Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On May 20, 2009 5:19 PM, "ravi shanker" <rshanker_ch(a)yahoo.com> wrote: Hi all, Help me with configuring POP3 mail account to otrs(mysql). have configured pop3 account with hostname,pwd ..etc in admin area of user interface. after that when i create phone ticket,email ticket from my account i'm not recieving mail notifications for cases created. i dont have perl installed in system.is any other configuration required for pop3 other that from admin interface. thanks in advance Ravi Shankar --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

2 1

send notification to customer about closed ticket.
by aman 21 May '09

21 May '09

hi, i am new to otrs, using otrs 2.3.4 on a CentOS 5.2 machine Is there an option somewhere in OTRS that sends out an e-mail (i.e. from the the notification master) to customer that informs the customer that his/her ticket has been closed with the note we have wrote when the ticket was closed. Thanks! -- regards: Amanpreet Singh

1 0

What version of the FAQ module should I use with OTRS 2.3.4 and OTRS::ITSM 1.2.3?
by Rodney McDuff 21 May '09

21 May '09

2 1

Available tickets and article actions
by Arlene Wu 21 May '09

21 May '09

4 6

Re: [otrs] Ticket Solution Time
by Fürtbauer Wolfgang 20 May '09

20 May '09

Hi, As far as I know: no way to configure. But if you,re using ITSM I posted a patch recently, which would help Best regards Wolfgang ------------------------------- Wolfgang Fürtbauer Head of IT Asamer Holding AG ________________________________ Von: otrs-bounces(a)otrs.org An: User questions and discussions about OTRS. Gesendet: Tue May 19 23:41:28 2009 Betreff: [otrs] Ticket Solution Time Hello!!! I have a question related to the calculation of total ticket solution time: Is it possible for OTRS to have like a "frozen" time which does not affect the time of SLA? I have an example: Suppose you define a SLA called "High" and you define that ticket solution time for this SLA is 1 hour. One day you receive a ticket with a High SLA at 9:00 am, and according to the requeriment of customer you need to contact a supplier to get a hardware component, this supplier tells you that this component could give you 1 day after, so until that time you have to wait and ticket can't be closed. If you are mesuring SLA and users who give solution to tickets, you can realize that for the calculation of real ticket solution time it is not correct to include that day you were wating for supplier, because if, for example, you take this time you would have than SLA was not achieved. Thanks. -- Caro R.

3 3

Re: [otrs] configuring POP3 mail account to otrs(mysql).
by ravi shanker 20 May '09

20 May '09

Hi all, Help me with configuring POP3 mail account to otrs(mysql). have configured pop3 account with hostname,pwd ..etc in admin area of user interface. after that when i create phone ticket,email ticket from my account i'm not recieving mail notifications for cases created. i dont have perl installed in system.is any other configuration required for pop3 other that from admin interface. thanks in advance Ravi Shankar

1 0

jpg images with company theme
by Marius Schrecker 20 May '09

20 May '09

Hi again, Is it possible to use jpg images with a custom theme? I've tried putting my own images in the ./var/httpd/htdocs/images/Standard/ directory referenced by $Env{"Images"}, but only the .png images get picked up. Cheers! Marius

2 2

Trouble setting up fetchmail
by Davin Taddeo 20 May '09

20 May '09

1 0

Lost access to status "removed" after ITSM upgrade
by Richard Cross 20 May '09

20 May '09

Since installing the ITSM upgrade (OTRS 2.3.4 + ITSM 1.2.3), I can no longer set tickets to the "removed" status. I have checked in Admin- >Statuses and it's still there, but I'm not sure whether there is some new relationship mapping that now prevents me from choosing it. When I close a call, I get the following choices: "Close Successful", "Closed Unsuccessful" and "Closed With Workaround". I have previously configured notes to allow status change, but when I add a note, the only available statuses are the above, plus "open", "pending auto close +", "pending auto close -" and "pending reminder". What have I missed? Regards, Richard Cross.

2 1

Stable version of otrs for CentOS 5.2 ??
by Amanpreet Singh 20 May '09

20 May '09

hi, i have worked with otrs 2.2.7 on a debian machine, but now i am planing for otrs on CentOS, please suggest which version of otrs is stable for CentOS 5.2. thanks -- regards: Amanpreet Singh

2 1

(no subject)
by ravi shanker 20 May '09

20 May '09

Hi , please help me with configuring sqlserver2005 to Otrs. i have added DSN ->system DSN connecting to OTRS in Config.pm. lndex.pl page is coming ,when i enter root@localhost and password.page can't found error is coming. Regds Ravi Shankar

3 3

split link
by Jeffery Chen Fan 20 May '09

20 May '09

when would display split link ..? # check if split link should be shown if ( $Self->{ConfigObject}->Get('Frontend::Module')->{AgentTicketPhone} && ( !defined( $AclAction{AgentTicketPhone} ) || $AclAction{AgentTicketPhone} ) ) { $Self->{LayoutObject}->Block( Name => 'AgentArticleComPhone', Data => { %Param, %Article, %AclAction }, ); } -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

1 0

Stats error
by Maurice James 20 May '09

20 May '09

I get these errors while during step 2 of trying to create a report This was from the page Can't use string ("0") as a HASH ref while "strict refs" in use at ../..//Kernel/Modules/AgentStats.pm line 1380. This was from the system log Wed May 6 09:03:12 2009 error OTRS-CGI-10 StatsGet: Can't get Stat! Wed May 6 09:03:11 2009 error OTRS-CGI-10 StatsUpddate: Can't get stats, perhaps you have an invalid stats id! (StatsID => 5) Wed May 6 09:03:11 2009 error OTRS-CGI-10 StatsGet: Can't get Stat!

2 3

Ticket Solution Time
by Carolina Rendon 19 May '09

19 May '09

Hello!!! I have a question related to the calculation of total ticket solution time: Is it possible for OTRS to have like a "frozen" time which does not affect the time of SLA? I have an example: Suppose you define a SLA called "High" and you define that ticket solution time for this SLA is 1 hour. One day you receive a ticket with a High SLA at 9:00 am, and according to the requeriment of customer you need to contact a supplier to get a hardware component, this supplier tells you that this component could give you 1 day after, so until that time you have to wait and ticket can't be closed. If you are mesuring SLA and users who give solution to tickets, you can realize that for the calculation of real ticket solution time it is not correct to include that day you were wating for supplier, because if, for example, you take this time you would have than SLA was not achieved. Thanks. -- Caro R.

1 0

Creating customer users from tickets
by Quentin Stafford-Fraser 19 May '09

19 May '09

Hello all - a brand new user here... Is there an easy way, when looking at a ticket message, to create a new customer user? It seems to me that this would be a common flow: 1. User, reading website, sends message to support OTRS system 2. Support person finds message in queue and thinks "They might like to follow the progress of their tickets", and "I might want to initiate messages to them in future". 3. Support person clicks magic button to create Customer User based on the email sender. Is there such magic button? Then, ideally: 4. Any emails henceforth automatically get new footer which includes "You can follow the status of your tickets by doing XYZ" Is this possible? Many thanks, Quentin

1 0

Problem mapping Customer Users to Services
by Richard Cross 19 May '09

19 May '09

I'm using OTRS 2.3.4 with ITSM 1.2.3, and having difficulty managing our company services against customer users. I have organised the company services into a logical hierarchy, but we manage a lot of different services and after entering around 25% of our services, I've already got about 100 checkboxes that have to be individually selected when I map customer users to the relevant services. This makes the process tricky and time consuming. Is there a way I can check the box at a high level so that all of the services underneath are checked? Perhaps some other way to make this job less painful and prone to error? Richard Cross Software Engineer Rockshore Ltd Rockshore Ltd (reg no. 04563967) registered in England & Wales with a registered office of 17-21 Wyfold Road, London, SW6 6SE, ENGLAND.

2 1

Problem with reply message
by Nicola 19 May '09

19 May '09

Hi to all. I've installed OTRS 2.3.4 on Suse linux 10. All is working but I have a problem. I can reply only to tickey in the RAW queue. If message are moved to another queue there is no link for compose the empty message. Message from the RAW queue are sent correctly to user that generate the ticket. Is happened to anyone? Thanks Nicola

2 2

Valid child-queue of invalid parent
by Marius Schrecker 19 May '09

19 May '09

Hi again, Is there any way of creating a child queue (for example Bugs:Frontend) that is valid, where the parent (Bugs) is not (or at least can't contain tickets)? Cheers! Marius

3 3

Company tickets
by Tim Bos 19 May '09

19 May '09

In a previous message, someone said that when you change the customerID on a user, it will update all the old tickets from that user automatically... I tried this, and it didn't work. This is what I did: 1: Create new Customer called XYZ (customerID = xyz) 2: Create new user called John Doe, with a customer ID of XYZ and email of John(a)Doe.com Doesn't this mean that ALL older tickets from John(a)Doe.com should automatically come under this Customer Company and user?? If not, how can I go back and update all the tickets so that they're under the right customer. There's over 200 tickets that I want to correctly assign to this customer. Thanks.

5 5

mail format
by Marius Schrecker 19 May '09

19 May '09

Hi again, I'm a bit confused about the format of answers. More specifically about the placement of the text from the original mail. I always get : Salutation Original text Configured reply Signature Obviously I can get around the limitation using carefully worded salutations, but it would be nice to be able to move the original text, or leave it out altogether. Where is the geography for these responses configured? Cheers! Marius

2 2

search: csv export
by sander vink 19 May '09

19 May '09

Hi all, I like to add the "Solution" and "closing time" to csv export in the search section? I'm using Fedora 9, with OTRS 2.3.4 (ITSM 1.2.3). So is it possible to add it to csv export? I looked at de AdminSysConfig -> Ticket::Frontend::AgentTicketSearch###SearchCSVData But I don't know which text fields i can add(which name)? I think "csvsearch" searches only in the table "ticket" from the otrs database, maybe it is possible to add a table to the search function thanks all! Kind regards, Sander The netherlands

1 0

Multiple Email, 1 customer user
by Tim Bos 19 May '09

19 May '09

Is it possible to have multiple email addresses for 1 customer user. We have some customers that use multiple email addresses, and I don't want to have to give them multiple logins. I found an article from 2 years ago with the same request, but there was no answer. Thanks.

3 2

Noob - customising Customer User fields
by Marius Schrecker 19 May '09

19 May '09

Hello Everyone, As I'm a noob to otrs, I hope you don't mind this very basic question. I'm wanting to add some phone fileds to the Customer User panel, as per the first steps documentation. I've added three fields to the database table for Cellphone, Direct, and switchboard, and am looking at the "CustomerUser stuff" section of Defauls.pm, which is quite long. I want to keep my Config.pm as simple and short as possible, so the question is: To make ANY changes in a given section, does the WHOLE section need to be present in Config.pm, or do ONLY the lines which differ from the default setup need to be there (for me just the Map array)? Thanks for your answer :-) Cheers! Marius

2 2

Autoresponse with attachment?
by Tim Bos 19 May '09

19 May '09

Is there any way to include the attachment when the New Ticket Notification is sent? We are using the system for Change Requests at the moment, and when our users create a change request, they have to fill out a Word Doc and email to CR at xyz.com. When OTRS receives the request, we need it to post it (including the attachment) out to the approvers. After the approvers receive, they just reply to the email with APPROVE or DENY. It's a simple process, and it all works... except the inclusion of the attachment. Without that, it's pointless. Thanks.

2 1

how to send username & password to new customer user in auto response?
by Amanpreet Singh 19 May '09

19 May '09

hi, i am using new to otrs, using otrs2.2.7 on a debian machine how should i send username & password to a new customer user (not a customer yet, in DB) via auto-response, when he open a new TT on our support system. plz suggest, thanks -- regards: Amanpreet Singh

1 0

otrs 2.4 beta 1 - Agent LDAP Autorization
by PIOTR SZCZEPANEK 18 May '09

18 May '09

I'm setting OTRS 2.4 beta 1. The part response for the Agent Auth in Config.pm was coppied from working fine otrs 2.3.4 - so it should be proper. But when Agent is trying to log in there is error message: "Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid." at the same time the Customer Auth works fine (LDAP Sync). Is it the problem because the beta version? below the part of Config.pm # LDAP Agent Auth $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '10.1.1.1'; $Self->{'AuthModule::LDAP::BaseDN'} = 'o=srv-test.pl,o=srv-test'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=Groups,o=srv-test.pl,o=srv-test'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'uniqueMember'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'uid=otrs, ou=people, o=srv-test.pl,o=srv-test'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'otrs'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; peter

1 0

ticket# search in menu bar
by Frans Stekelenburg 18 May '09

18 May '09

Hi, It would be handy to have in a corner in the menu back a field to type in a ticket #, to jump quickly to it. Has anyone made such a feature/customization? gr, Frans

1 0

apache2 failed to restart after kernel updates !!
by Amanpreet Singh 18 May '09

18 May '09

i am using otrs 2.2.7 on a debian machine after the updates, ../otrs/index.pl & customer.pl is not opening the apache2 logs showing the error message, [Mon May 18 13:31:00 2009] [error] Can't load Perl file: /usr/share/otrs/scripts/apache2-perl-startup.pl for server eurus.eurus.net:0, exiting... [Mon May 18 13:31:01 2009] [error] Subroutine load redefined at /usr/lib/perl5/Apache2/XSLoader.pm line 29.\nCompilation failed in require at /usr/lib/perl5/Apache2/Response.pm line 24.\nBEGIN failed--compilation aborted at /usr/lib/perl5/Apache2/Response.pm line 24.\nCompilation failed in require at /usr/share/perl/5.10/CGI.pm line 189.\nCompilation failed in require at /usr/share/otrs/scripts/apache2-perl-startup.pl line 18.\nBEGIN failed--compilation aborted at /usr/share/otrs/scripts/apache2-perl-startup.pl line 18.\nCompilation failed in require at (eval 2) line 1.\n i think the apache2 is updated which does not allow the perl file to work. help is appreciated. -- regards: Amanpreet Singh

1 0

need freetext on module Frontend::Customer::Ticket::ViewZoom
by Jeffery Chen Fan 18 May '09

18 May '09

Dear all, we close ticket in this fashion. 1, agent recovered the incident, answer the ticket and update the ticket state to pending for auto close. 2, customer in ViewZoom action set freetext to the value of satisfaction 3, customer update ticket and set ticket state to close. need freetext on module Frontend::Customer::Ticket::ViewZoom, how to do this ? i want to let customer to feedback the satisfaction for every ticket. -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

1 0

Fetch password from database !
by Amanpreet Singh 16 May '09

16 May '09

hi, i am new to otrs, using otrs 2.2 on debian system, i have set the following parameter in the auto response (to send the username & password to customer), Login: <OTRS_CUSTOMER_DATA_UserLogin> Password: <OTRS_CUSTOMER_DATA_UserPassword> It is passing the UserLogin correctly, but not UserPassword. means passing the wrong password as, Password: goKW7Vf/VqbmM, as adding first two chars of username i think it is in encoded form or a garbage value. plz help thanks. -- regards: Amanpreet Singh

2 1

Really slow performance
by Murtaza Khan 16 May '09

16 May '09

Hi Guys, We have started using otrs on a test windows server 2003 platform. All was well but after a few weeks otrs is now very very slow. Some Links just don't seem to load at all. This is not the first time it has happened. Last time we installed otrs, same thing happened. Any suggestions will be appreciated. Thanks Khan

2 1

default group names
by Marius Schrecker 15 May '09

15 May '09

Hi, I just had a shock after installing otrs 2.3.4, and spending a day setting up some users, groups, roles and queues. I renamed some of the groups to make the names more descriptive, admin was renamed to OTRS-admin. When I was finished, I logged in as a different user, to check some functionality, and afterwards found that the admin area was gone when I loged in as any user in the admin group. After messing about for a while in the tables, I changed the name back to admin, and the functionality was available again. I also renamed stats to Statistics, and have now changed this back again as well. I'm a bit surprised that functionality should depend on the default naming being preserved, rather than the group id being correct, especially when it is so easy to rename default attributes. Can this be changed in the XML files, and are there other system names I should be aware of? Cheers! Marius

2 1

Re: [otrs] AddNote notification
by Katta, Lokesh Katta Subramanyam 15 May '09

15 May '09

Notification for AddNote is sent only to the agents and not customer users. Customer users can only view the notes through the customer web frontend, only when the notes are external. Thanks, Lokesh K S

2 1

Can we have seperate SLA(response time, update time, solution time) for each priority?
by Katta, Lokesh Katta Subramanyam 15 May '09

15 May '09

Hi, Is it possible to set SLA's based on priority? As I can see from the documentations we can set it at the Queue level like first response time, update time and solution time. But in our scenario, like for a particular category/queue the SLA will be different based on priority. For eg. For Desktop Movement, if priority is critical then solution time is 1 day and if the priority is normal solution time is 1 week. Is this possible? Thanks in advance Lokesh K S

3 3

show ownered tickets to all agents
by Amanpreet Singh 15 May '09

15 May '09

hi, i am new to otrs, using otrs 2.2.7 on debian. problem is when a owner is assigned to a ticket, the ticket become visible only to that owner agent, but my requirement is the ticket should be visible to all the agents. how should i meet this requirement. plz help, thanks -- regards: Amanpreet Singh

1 0

otrs.NagiosChecker - Count Tickets created between 00:00 and 06:00?
by Mies, Christian 15 May '09

15 May '09

Hi List, I'm searching for a Method to monitor the Tickets created every day between midnight and 6 a.m. Unfortunatly I don't see a solution in Search Engine, so that I cannot do it with NagiosChecker. Am I right? Using OTRS 2.3.3 and Systemmonitoring - Modul 2.0.2 Any Ideas are welcome ;-) Regards Christian Mit freundlichen Gruessen Christian Mies Consultant Systemmanagement Tel: +49 (661) 103-874 (-333) Fax: +49 (661) 103-17874 (-334) mailto:Christian.Mies@it-novum.com it-novum GmbH . Edelzeller Strasse 44 . 36043 Fulda . http://www.it-novum.com Handelsregister Amtsgericht Fulda, HRB 1934 . Geschaftsfuhrer: Michael Kienle . Sitz der Gesellschaft: Fulda Der Inhalt dieser E-Mail ist vertraulich. Wenn Sie nicht der eigentliche Empfaenger sein sollten, informieren Sie bitte sofort den Absender oder vernichten umgehend diese Mail. Jegliche unerlaubte Vervielfaeltigung oder Weiterleitung dieser Mail ist strengstens verboten. This e-mail may contain confidential and/or priviledged information. If you are not the intended recepient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorised copying, disclosure or distribution of material in this e-mail is strictly forbidden.

1 0

Adding the Customer Location field to the main QueueView
by patrick.dillon＠aleris.com 15 May '09

15 May '09

Hello all, Is there a way to add the Customer Location to the primary queue view, preferably in the right frame directly under the CustomerID field? This would help the technicians that monitor a generic queue to more quickly determine who should assume responsibility for a ticket. Thanks very much for any help, Patrick Dillon Manager, IT Shared Services Aleris International Inc.

3 5

Merging tickets from other ticketing systems
by brainstorm 14 May '09

14 May '09

Hi ppl, I'm sure that this is answered somewhere in the ML archives, but I wasn't able to find it though :-/ The issue is simple, but before jumping on writing a custom OTRS plugin I want to be sure that the functionality isn't already on mainline OTRS. We cooperate with other organizations but they use RT or others. My (simple) intention is to merge incoming tickets by the foreign ID present in the subject, such as: #193754 I've tried with Generic agent, but I cannot figure out how can it match a variable pattern. Any suggestions or already done scripts/plugins for this ? Thanks in advance ! Roman

2 4

AddNote notification
by Maurício Ramos 14 May '09

14 May '09

Hello list, does anybody know when this notification is triggered and if it is restricted to some kind of note (internal/external). Could not find anywhere on the system a explicit configuration for it to say we would like to be informed/notified on these events (Note adding). Thanks for the support. [cid:image001.gif@01C9D488.9C438040]<http://www.wedotechnologies.com/> Mauricio de Andrade Ramos - Consultant I Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108014 Cel. + 55 48 99814274 mauricio.ramos(a)wedotechnologies.com www.wedotechnologies.com<http://www.wedotechnologies.com>

1 0

Merge multiple tickets
by brainstorm 14 May '09

14 May '09

Hi otrs ppl, Anyone knows a way to merge several (>2 tickets) using the current API (OTRS 2.3) ? I think that on the next releases of OTRS, a nice enhancement would be passing MergeTicketID as an array, like this: $CommonObject{TicketObject}->TicketMerge( MainTicketID => 3404, MergeTicketID => qw(3405 3406), UserID => 3, ); That shouldn't break backwards compatibility and I think it's a good feature. The reason I've asked on this ML first before opening a bug is that I want to ask if there's another function/way of doing that I could be ignoring on the current API. If there's no such method, I will take pairs of tickets and I'll merge all of them after several calls to TicketMerge(). Regards, Roman

1 0

Postmaster Mail Acc unable to POP
by Kevin K. Kamonye 14 May '09

14 May '09

Kindly someone assist. Traceback: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: linux Time: Thu May 14 12:18:04 2009 Message: POP3: Can't connect to mail.kdn.co.ke Traceback (11098): Module: Kernel::System::MailAccount::POP3::Fetch (v1.4) Line: 75 Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369 Module: Kernel::Modules::AdminMailAccount::Run (v1.5) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 -- K. K. Kamonye

2 2

pdf report has font problem
by diego.giardinetto＠zephirworks.com 14 May '09

14 May '09

Hi all, I have a problem with otrs pdf report generation. perl PDF modules seems correctly installed and configured, related fonts in otrs exist in the correct directories. But otrs create pdf report with highly spaced fonts: letter separation is very big, generating bad paged documents. Some help? Thx, Diego ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

3 2

Ticket preview window - show first article of each ticket
by Patric 13 May '09

13 May '09

Hi All, I was wondering if there was a way to always show the first article in a ticket when you are in the queue view? The system in question is currently on OTRS 2.0.4 but will be upgraded to the latest stable version hopefully next week, so answers for both would be appreciated. Many thanks Patric

1 0

FW: Query about FreeText in OTRS v1.3.1 and also Upgrading questions
by paul.mcilfatrick＠bt.com 13 May '09

13 May '09

>>> We have been happily using OTRS 1.3.1 on Suse 9 since 2005 and it has >>> been working flawlessly (I know v1.3.1 is very old but works the way we >>> want it so there has never been an incentive to upgrade!) . >>> >>> A feature we use is FreeText fields which we pre-fill using an sql >>> statement in a Perl script that is run when an new ticket with a keyword >>> in its subject field is automatically moved to a certain queue. >> This is interesting, can you explain how have you done it? > As I said in my original e-mail, up to now I do not have much experience > with how our OTRS works (so far I have been just a user). I have UNIX and > some MySQL experience so following my post I have started to investigate > how this works (the person who installed and configured our OTRS back in > early 2005 was a contractor and didn't document anything - he left in > 2006). > > My initial investigation shows that we have two Perl scripts in the > /opt/otrs/CustomCode directory called NewStarts.pl and Leavers.pl which > are run when a ticket arrives for someone new joining our office and the > other is run when a ticket arrives for someone leaving. These scripts > fill in the free text fields differently depending on the Newstart or > Leave text string in the e-mail subject field (I have listed both Perl > scripts at the end of this e-mail). > > Searching the dump of the otrs database show that Leavers.pl is found once: > > INSERT INTO generic_agent_jobs VALUES ('Move Leavers from Incoming', > 'NewCMD','/opt/otrs/CustomCode/Leavers.pl'); > > > It may take me some time but if I find out how this all works then I > will let you know. This morning I found out how this all works in our OTRS system. In the Admin-Area the System Log showed that GenericAgent jobs were being run every 10 minutes with names such as 'New Start' and 'Leavers'. The OTRS manual mentioned that the GenericAgent can have jobs set up user the webpage. In Admin-Area I clicked on GenericAgent and this listed each of jobs. Editing the GenericAgent 'Leavers' job showed how often it had been set to be run, what string must be in the subject field, what queue the ticket is to be moved to, what CMD is to be run, etc. The CMD field has /opt/otrs/CustomCode/Leavers.pl in it. So every 10 minutes when the following OTRS cron job is run: */10 * * * * $HOME/bin/GenericAgent.pl -c db >> /dev/null any tickets with the 'Leavers' string in its subject field will be moved to our Leavers queue and the Perl script will be run which will fill in the free text fields for this ticket. Hope this is of some help. Regards Paul McIlfatrick The original NewStarts.pl file - I have now added extra free text fields so that all 8 are used. NewStarts.pl ============ #!/usr/bin/perl -w use DBI; $TicketNumber = $ARGV[0]; # $TicketID = $ARGV[1]; $dbh = DBI->connect("dbi:mysql:otrs:otrs.<domain>", "<user>", "<password>"); $contents = ""; $emailText="Not Done"; $phoneText="Not Done - NU"; $assetText="Not Done"; $pcText="Not Done"; # Get contents from submitted new start form $sql = "SELECT article.a_body FROM article,ticket WHERE ticket.id = article.ticket_id AND article.article_type_id = 1 AND article.a_subject LIKE 'New User%' AND ticket.tn = $TicketNumber"; $sth = $dbh->prepare($sql); $sth->execute(); @row = $sth->fetchrow_array; $contents = $row[0]; $sth->finish; # search for "Location: Off Shore" and change emailText @lines = split(/\n/,$contents); foreach my $line_val (@lines){ if ($line_val =~ m/^Location:/i && $line_val =~ m/Off Shore/i){ $emailText="Done - N/A OS"; $phoneText="Done - N/A OS"; $assetText="Done - N/A OS"; $pcText="Done - N/A OS"; } elsif ($line_val =~ m/^User Start Date:.*/i && $pcText !~ /^Done.*/){ $line_val =~ s/User Start Date://; $line_val =~ s/[^0-9\/]//g; if ($line_val !~ m/\d\d\/\d\d\/\d\d*/){ $line_val=""; } $pcText = "Not Done - $line_val"; } } $sql = "update ticket set freekey1='EMail', freetext1='$emailText', freekey2='Phone', freetext2='$phoneText', freekey3='Assets', freetext3='$assetText', freekey4='PC', freetext4='$pcText' WHERE tn='$TicketNumber'"; $sth = $dbh->prepare($sql); $sth->execute || die "Could not execute SQL statement ... maybe invalid?"; $dbh->disconnect; The original Leavers.pl file - I have now added extra free text fields so that all 8 are used. Leavers.pl ========== #!/usr/bin/perl -w use DBI; $TicketNumber = $ARGV[0]; # $TicketID = $ARGV[1]; $dbh = DBI->connect("dbi:mysql:otrs:otrs.<domain>", "<user>", "<password>"); $sql = "update ticket set freekey1='EMail', freetext1='Not Done', freekey2='Phone', freetext2='Not Done - LE', freekey3='Assets', freetext3='Not Done', freekey4='PC', freetext4='Not Done' WHERE tn='$TicketNumber'"; $sth = $dbh->prepare($sql); $sth->execute || die "Could not execute SQL statement ... maybe invalid?";

1 0

Chinese characters displayed as garbage
by Arlene Wu 13 May '09

13 May '09

Hi, I have some tickets from our clients, which are in Chinese. I guess they are using GB2312 encoding or something like that. In both notification email and zoom view of OTRS, those contents are always displayed as garbage no matter what encoding is applied. But I can view them by opening the HTML-Attachment. Is that a bug of OTRS, or any setting for this? Thanks a lot, Arlene

3 3

Changing the 'age' of a ticket
by Jeremy Adams 13 May '09

13 May '09

We are using OTRS to run out Information Technology helpdesk. Part of the IT department is a functional group known as 'Media Distribution', their duties include making deliveries of AV/Media equipment to campus locations. The lead on that group has asked if there is a way to make the tickets in their queue show in order of the request, not the order in which it was received. For instance, a request may come in today for a deliver in one month, then another come in tomorrow for a delivery in one week. Because otrs orders the tickets on a first come, first serve basis, these tickets are in the incorrect order -- the second tkt is due before the first. any suggestions? Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

2 1

Customizing Customer Info Table Column
by Lee karfai 13 May '09

13 May '09

I found that when you zoom into a ticket, on the right side, you will had a column that displaying: Customer Info: Firstname: Lastname: Username: Email: This column also same as the one when you click on "Phone Ticket" on top of the navigation bar. When you type in the customer's name in the From: field, and clicked search, you get the information displayed on the right side: Customer Info: I also did found that this column template is located in: /opt/otrs/Kernel/Output/HTML/Standard/AgentCustomerTableView.tpl I wished to add the `comment` field whereby this field is original held in otrs. Located in table: customer_company. Field: `comments`. Of course, this customer must match with the company with the same customerID. The output will be something like: Customer Info: Firstname: Lastname: Username: Email: Company Comment: <The company description...> Best Regard, Kent Lee

1 0

Unwanted unlock of tikcet ?
by Patrik Forsberg 12 May '09

12 May '09

When an agent searches for a ticket and opens a ticket that is currently "soved" aka. locked it seem to unlock the ticket and open it again ? This is.. unwanted but I can't figure out how to disable this feature ? --- Patrik Forsberg

1 1

How to create a report on time used
by Olli Aro 12 May '09

12 May '09

Hi all, Does anyone know how I can compile a list of fix time used to fix tickets for all tickets in a single queue? I use field "Time units (work units)" in order to record time for every ticket, but now it would be useful to be able to see somehow the sum of time for all tickets. Regards, Olli

2 3

Query about FreeText in OTRS v1.3.1 and also Upgrading questions
by paul.mcilfatrick＠bt.com 12 May '09

12 May '09

> We have been happily using OTRS 1.3.1 on Suse 9 since 2005 and it has > been working flawlessly (I know v1.3.1 is very old but works the way > we want it so there has never been an incentive to upgrade!) . > > A feature we use is FreeText fields which we pre-fill using an sql > statement in a Perl script that is run when an new ticket with a > keyword in its subject field is automatically moved to a certain > queue. > > With OTRS 1.3.1 we can have up 8 FreeText fields and when you zoom in > on a ticket all these are displayed on the right of the window. > However, when you click on the 'Free Text' option only 4 FreeText > fields are presented for editing! > > I am sure this has been fixed in a later version of OTRS but is it > something easily fixed in the present version by editing a file/files? > > > This brings me to thinking about upgrading as our system is old but we > only have our working system and we have no backup system that I can > test a upgrade on. Also, I have inherited the OTRS system so I do not > know much about it. > > > Question: > > From reading the various documents it seems that the process of > upgrading OTRS must be done in steps. Am I correct in that I cannot go > from version 1.3.1 straight to the present version but must do it in > steps. If I am correct, what steps must be taken to get up to the > current version of OTRS? > > > Question: > > Reading the UPGRADING file that came with version 1.3.1 (I see that it > is present in every subsequent release) one of its points says "Backup > everything (database, Kernel/Config.pm, Kernel/Config/GenericAgent.pm, > var/*)". > > I can backup the files and directories mentioned but is there any > documentation of how to backup the MySQL database as I have little > experience with it? > > > Thanks > > > Paul >

3 4

merged mails are not seen at selected queue?
by Amanpreet Singh 12 May '09

12 May '09

hi, i am new to otrs, using otrs 2.2 on a debian system. when i merge the tickets by bulk action, the merged tickets are not shown in the support queue. but when search for that tickets, search results shows the ticket in that support queue. how should i show the merged tickets in support queue.? -- regards: Amanpreet Singh

1 0

csv export
by sander vink 12 May '09

12 May '09

Hi all, I like to add the "Solution" and "closing time" of a ticket to csv export in the search section? I'm using Fedora 9, with OTRS 2.3.4 (ITSM 1.2.3). So is it possible to add it to csv export? I looked at de AdminSysConfig -> Ticket::Frontend::AgentTicketSearch###SearchCSVData But i don't know which text fields i can add(which name)? thanks all! Kind regards, Sander The netherlands

1 0

ActivePerl and Windows
by Jeff Travers 12 May '09

12 May '09

I've opted to do a manual install of OTRS with ActivePerl on Windows. Are 2.3.4 and 2.4.x compatible with ActivePerl 5.10.0.1004?

6 5

Signature question
by Patrik Forsberg 11 May '09

11 May '09

Hi, Can you somehow add the email address and queue name of the queue the ticket is in, in the signature ? --- Patrik Forsberg

1 0

Re: [otrs] otrs Digest, Vol 8, Issue 24
by Amanpreet Singh 11 May '09

11 May '09

hi Yevgeniy, if u want ur 20 customer of a same company want to see each other tickets make the 20 customers with the same IDs . -- regards: Amanpreet Singh On Mon, May 11, 2009 at 5:30 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Company tickets. (yevgeniy.kolesnyk(a)obi.ua) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 11 May 2009 14:27:55 +0300 > From: yevgeniy.kolesnyk(a)obi.ua > Subject: [otrs] Company tickets. > To: otrs(a)otrs.org > Message-ID: > <OF47A7252A.E0C04F0B-ONC22575B3.003DD319-C22575B3.003F03C9(a)obi.de> > Content-Type: text/plain; charset="us-ascii" > > > Hello all, > > does anyone know easier way to show to all customers all tickets than > adding to "CustomerIDs" all other user IDs? > It is not very convinient when you have 20 customers and with adding new > you I should load setting of each customer and add there new ID and to > this new customer you should add all other 20 IDs. > > Thanks in advance! > > -- > Best regards, > Yevgeniy > > -- > IMPORTANT NOTICE: > This email is confidential, may be legally privileged, and is for the > intended recipient only. Access, disclosure, copying, distribution, or > reliance on any of it by anyone else is prohibited and may be a criminal > offence. Please delete if obtained in error and email confirmation to the > sender. >

2 1

Company tickets.
by yevgeniy.kolesnyk＠obi.ua 11 May '09

11 May '09

Hello all, does anyone know easier way to show to all customers all tickets than adding to "CustomerIDs" all other user IDs? It is not very convinient when you have 20 customers and with adding new you I should load setting of each customer and add there new ID and to this new customer you should add all other 20 IDs. Thanks in advance! -- Best regards, Yevgeniy -- IMPORTANT NOTICE: This email is confidential, may be legally privileged, and is for the intended recipient only. Access, disclosure, copying, distribution, or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error and email confirmation to the sender.

2 2

Attachment into CI
by Jose Carlos Ávila Guiñón 11 May '09

11 May '09

Hello, I´m interested in attach a file (.doc, .pdf) into a CI, for example to assign a document of warranty at one computer, or a contract for a SLA. Is it possible? Regards, Jose Carlos.

1 0

stats module help welcome :-)
by Rachid Zarouali 11 May '09

11 May '09

Hy all, i'm working once more on my otrs system and i was trying to make a stats config which would tell me how many tickets have their first answer in the first response time period i've configurede in my queu config: Escalation - First Response Time: 2880 (0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) minutes ( Notify by 50%) any clues on how to do this ? Rachid

1 1

How to set the link in header of customer.pl?
by Amanpreet Singh 11 May '09

11 May '09

hi, i am using otrs 2.2 on debian system, i had worked with file named CustomerHeader.dtl and made changes (to set the logo and company name) as following: <tr> <td width="120" class="header"><img src="$Env{"Images"}abc.jpg"></td> <td class="header"><a href="www.google.com" class="headeritem">ABC Pvt. Ltd.</a> </td> </tr> hyper link as google.com, when i click on the link the index.pl will open but in address bar it shows http://localhost/otrs/www.google.com what should i do to open the google.com on clicking the link. plz help -- regards: Amanpreet Singh

2 1

Re: [otrs] How to set the link in header of customer.pl?
by Ulrich Gøhns 11 May '09

11 May '09

You should use <a href="http://www.google.com <http://www.google.com/> " class="headeritem">ABC Pvt. Ltd.</a> //Ulrich ________________________________ Fra: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] På vegne af Amanpreet Singh Sendt: 11. maj 2009 09:25 Til: otrs(a)otrs.org Emne: [otrs] How to set the link in header of customer.pl? hi, i am using otrs 2.2 on debian system, i had worked with file named CustomerHeader.dtl and made changes (to set the logo and company name) as following: <tr> <td width="120" class="header"><img src="$Env{"Images"}abc.jpg"></td> <td class="header"><a href="www.google.com" class="headeritem">ABC Pvt. Ltd.</a> </td> </tr> hyper link as google.com, when i click on the link the index.pl will open but in address bar it shows http://localhost/otrs/www.google.com what should i do to open the google.com on clicking the link. plz help -- regards: Amanpreet Singh

1 0

how to ask a new user to create a account in auto response?
by Amanpreet Singh 10 May '09

10 May '09

hi, i am new to otrs, using otrs 2.2 on a debian system my problem is, if a person (not a customer) open a ticket, auto response should ask him to create a new account on customer.pl (By passing the URL) & should not pass the Username & password to him/her as passing to the other Customers. how should i configure it. plz help -Aman

3 2

Otrs vm
by Dan Letkeman 09 May '09

09 May '09

Does anyone know if there are any pre configered vm's available for download?

2 1

How to configure Levels of support??
by Gustavo Azambuja 09 May '09

09 May '09

Hi, i want configure my OTRS with Queue by levels of support: now, i have this: --> Corporate Mail of my clients ---> Retail --> Partners and ohters... i need this: --> 2º level - Corporate ---> 3º level - Corporate Mail of my clients --> 1º LEVEL queue --> 2º level - Retail --> 3º level - Retail --> 2º level - Partners and ohters --> 3º level - Partners and ohters I can make this without use sub queue?? (for example, groups of agents for level) Thanks. -- Gustavo Azambuja - Linux User: 275813 http://www.twitter.com/gazambuja

2 1

OTRS 2.3.2 - FAQ Registration Help
by Nathan Campbell 08 May '09

08 May '09

Please forgive the accidently sent posting - here is the entire thing: I am running 2.3.2 on W2K3 / IIS6 / MSSQL 2005. Have everything running nicely except for the FAQ module. Have installed it through the PackageManager, but there is no icon or link anywhere that I can find to navigate to the FAQ or actually start creating FAQ items. Also, if I manually go to the hook - http://respighi/otrs/index.pl?Action=FAQ - I receive this error: Error: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Comment: Please contact your admin Bug Report: Top of Form Bottom of Form Traceback: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: MSWin32 Time: Fri May 8 10:32:04 2009 Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Traceback (3824): Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 689 Module: C:\OTRS\otrs\bin\cgi-bin\index.pl (v1.87) Line: 47 Have looked through mailing list archives and documentation but unsuccessful so far in find documentation to resolve this error. Thank you, Nathan Campbell Systems Administrator Dallas Symphony Orchestra

2 2

OTRS 2.3.2 - FAQ Registration Help
by Nathan Campbell 08 May '09

08 May '09

Hi - I am running 2.3.2 on W2K3 / IIS6 / MSSQL 2005. Have everything running nicely except for the FAQ module. Have installed it through the PackageManager, but there is no icon or link anywhere that I can find to navigate to the FAQ or actually start creating FAQ items. Also, if I manually go to the hook - http://server/otrs/index.pl Nathan Campbell Systems Administrator Dallas Symphony Orchestra Morton H. Meyerson Symphony Center Schlegel Administrative Suites 2301 Flora Street Dallas, Texas 75201 214-871-4026 - phone 214-953-1218 - fax n.campbell(a)DalSym.com <mailto:n.campbell@DalSym.com> www.dallassymphony.com <http://www.dallassymphony.com> "To entertain, inspire and change lives through musical excellence" Click Here To Buy Tickets <http://dallassymphony.com/Buy_Tickets.aspx>

1 0

Extra new notifications to be sent to agents
by Maurício Ramos 08 May '09

08 May '09

Hello, we are trying to send to the agents the same notifications sent to the customer in order to everybody be informed on what is going on regarding any ticket. Tried to use notification "Agent::AddNote" but it was not triggered. In agent user creation form there is no "Add note notification" combo box like there is "New ticket notification", "Follow up notification", "Ticket lock timeout notification" and "Move notification". The doubts are: 1) what is the event that triggers "Agent:AddNote" notification? 2) Is there a way to send to agents/customers any message (external only) exchanged between them through the system in email notifications? 3) How can we create new notification types that do not exist in the system? Thanks for the support. [cid:image001.gif@01C9CFCF.9E412860]<http://www.wedotechnologies.com/> Mauricio de Andrade Ramos - Consultant I Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108014 Cel. + 55 48 99814274 mauricio.ramos(a)wedotechnologies.com www.wedotechnologies.com<http://www.wedotechnologies.com>

1 0

OTR LDAP
by Angelo Allegri 08 May '09

08 May '09

Good day, we are install OTR into windows 2003 Server and Active Directory Server. It's all ok but i can't authenticate my user with AD. I think that we can't syncronize to DB and AD. I've use every guide present in internet but he doesn't work Here my configuration : Please help me :-) # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'host'; $Self->{'AuthModule::LDAP::BaseDN'} ='dc=it,dc=a,dc=net'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; #$Self->{'AuthModule::LDAP::GroupDN'} = 'ou=IT-ITALY,ou=IT-USERS,dc=it,dc=m,dc=net'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=synchd,cn=Users,dc=it,dc=m,dc=net '; $Self->{'AuthModule::LDAP::SearchUserPw'} = ''; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify initial # user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'admin', ]; # 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, #};

2 1

Query about FreeText in OTRS v1.3.1 and also Upgrading questions
by paul.mcilfatrick＠bt.com 08 May '09

08 May '09

We have been happily using OTRS 1.3.1 since 2005 and it has been working flawlessly ever since (I know v1.3.1 is very old but it just works!) . A feature we use is FreeText fields which we fill using a sql statement in a Perl script which is run when a ticket is automatically moved to a certain queue. With OTRS 1.3.1 we can have up 8 FreeText fields and when you zoom in on a ticket all these are displayed on the right of the window. However, when you click on the 'Free Text' option only 4 FreeText fields are presented for editing! I am sure this has been fixed in a later version of OTRS but is it something easily fixed in the present version by editing a file/files? This brings me to thinking about upgrading as our system is old but we only have our working system and we have no backup system that I test a upgrade on. Also, I have inherited the system so I do not know much about it. Question: >From reading the various documents it seems that the process of upgrading OTRS must be done in steps. Am I correct in that I cannot go from version 1.3.1 straight to the present version but must do it in steps. If I am correct what steps must be taken to get up to the current version of OTRS? Question: Reading the UPGRADING file that came with version 1.3.1, and is present in every subsequent release, one of its points says "Backup everything (database, Kernel/Config.pm, Kernel/Config/GenericAgent.pm, var/*)". I can backup the files and directories mentioned but is there any documentation of how to backup the MySQL database as I have little experience with it? Thanks Paul

1 0

how to ask a new user to create a account in auto response?
by Amanpreet Singh 08 May '09

08 May '09

hi, i am new to otrs, using otrs 2.2 on a debian system my problem is, if a person (not a customer) open a ticket, auto response should ask him to create a new account on customer.pl (By passing the URL) & should not pass the Username & password to him/her as passing to the other Customers. how should we configure it. plz help -Aman

1 0

Forwarding notes
by Markus Nagel 08 May '09

08 May '09

Hello all, is there a possibility to forward a note? When I look at a note, I only got a link to "print" the note, but none to forward it. Thanks in advance Markus Nagel

1 0

error executing PostMasterMailbox.pl
by maximx86 08 May '09

08 May '09

Hi, I installed OTRS 2.3.2-2 on Ubuntu 9.04 from its repositories. It works perfectly, The only thing I cannot get set up is PostMasterMailbox.pl to schedule fetching emails from the POP account. It works fine when in Mail Account Management i click 'Run Now!' When I execute the file I get: Can't locate /etc/otrs/database.pm in @INC (@INC contains: /usr/share/otrs/Kernel/cpan-lib /usr/share/otrs /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl .) at /usr/share/otrs/Kernel/Config.pm line 25. BEGIN failed--compilation aborted at /usr/share/otrs/Kernel/Config.pm line 35. Compilation failed in require at PostMasterMailbox.pl line 36. BEGIN failed--compilation aborted at PostMasterMailbox.pl line 36. What can I do to fix it? Thanks

4 10

Chinese characters in PDF print
by Jeffery Chen Fan 08 May '09

08 May '09

Dear All, PDF print can not display Chinese Font. This is a know issue ? -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

1 0

How to Fetch the correct password of customer
by Amanpreet Singh 08 May '09

08 May '09

hi, i am using otrs 2.2 on debian system, i have set the following parameter in the auto response to send the username & password to customer, Login: <OTRS_CUSTOMER_DATA_UserLogin> Password: <OTRS_CUSTOMER_DATA_UserPassword> It is passing the UserLogin correctly, but not UserPassword. means passing the wrong password as, Password: goKW7Vf/VqbmM (as the right password is go123456) i think it is in encoded form or a garbage value. plz help thanks. -- regards: Amanpreet Singh

1 0

upgrading otrs
by Dan Letkeman 07 May '09

07 May '09

Hello, Does anyone know where to find documentation on how to upgrade to the latest version of OTRS? I have installed it on a debian system using apt-get and everything is working, but i needed some of the new features in the latest version. Currently i'm running 2.2.7 Thanks, Dan.

2 1

WG: New features in OTRS 2.4.0 beta1
by Fürtbauer Wolfgang 07 May '09

07 May '09

Dear collegues, where can I find the new features: "New Management Dashboard" "New Master/Slave Ticket Feature" thanks and best regards Wolfgang Fürtbauer Asamer Holding AG Leiter IT / Organisation Unterthalhamstrasse 2 4694 OHLSDORF AUSTRIA Office: +43 7612 799 526 Mobile: +43 664 8332326 FAX: +43 7612 799 577 E-Mail: w.fuertbauer(a)asamer.at <mailto:w.fuertbauer@asamer.at> Web: http://www.asamer.at <blocked::http://www.asamer.at/>

1 0

Server Migration from 2.2.4 to 2.3.2 failing W/Ubuntu
by Wilbert, Penn 07 May '09

07 May '09

I've got an OTRS server running version 2.2.4 on an Ubuntu 8.10 server. The system is currently using mysql as the database. I've got a new OTRS server that I've just built running OTRS 2.3.2 on an Ubuntu 9.04 running mysql. I'm attempting to migrate all of the data from 2.2.4 over to 2.3.2 but I've not had much success. Currently at this point I tried to follow the directions here http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=31 to the best that I could with the version differences but have yet to succeed. I've logged in with the local admin account and am able to get in to the new OTRS setup in its vanilla form. At this time what I've tried is Copy my Config.pm from the old server to the new server Backup the database using Mysql Administrators GUI from the old server Restore the database to the new server using Mysql Administrator GUI Restart the apache service All I get at this point is a fail. The when I go to the address of the new server, apache won't translate the perl scripting and firefox asks me if I wish to download index.pl If I copy the Config.pm back to the original setup of 2.3.2 I can get back in to the server, even though Mysql shows the data in the database, I don't see it in the new setup. Ultimately if I could just import all the tickets from the old system over to the new system, I'll recreate some of the customizations I've made. Is there an easy way to just export all the ticket data? Penn Wilbert pwilbert(a)umaryland.edu <mailto:pwilbert@umaryland.edu> Information Systems Engineer -------------------------------------- Univ. of Maryland, Baltimore. School of Dental Surgery 650 W. Baltimore St. Rm. G428 Baltimore, MD. 21201 -------------------------------------- Phone: 410-706-5745 Cell: 443-618-4976 Fax: 410-706-3389

1 0

OTRS 2.4.0 Beta 1 - Apache crashing - Parent: child process exited with status 3221225477 -- Restarting
by Rudolf Bargholz 07 May '09

07 May '09

Hi, Windows 2003 Server Standard Edition SP2 (32 bit) After installing OTRS 2.4.0 Beta 1 we get the following error message "Parent: child process exited with status 3221225477 -- Restarting" in the Apache log whenever we try to access OTRS via the web browser. I have uninstalled OTRS and made a clean install. The error occurs when one accesses the web installer. I enter http://localhost/otrs/installer.pl in the browser, and Apache crashes. We had the same problems with OTRS 2.3.4 on the same machine, but I resolved the problem by adding the following path to the PATH environment variable: "C:\OTRS\MySQL\bin" I have googled quite a bit found others that have had the same error, often in the context PHP and Apache. Sometimes the error was resolved by modifying the PATH environment variable as above, others copied the libmysql.dll file into the System32 diretory, others by copying the libmysql.dll to the Apache bin directory. In my case neither of these tips has helped. Below the Apache log, set to the level "debug". Unfortunately it does not provide me with enough information o that I can try to find a resolution to my problem. Apache crashes approximately three times just by selecting the URL "http://localhost/otrs/installer.pl". I have just gone through uninstalling OTRS, cleaning the registry manually of all references to OTRS, and then reinstalling OTRS, but unfortunately the error remains. Perhaps someone has an idea how I can get to the bottom of this problem. At the moment I do not even know where to start looking. Regards Rudolf Bargholz szAppName : httpd.exe szAppVer : 2.2.10.0 szModName : msvcrt.dll szModVer : 7.0.3790.3959 offset : 0003876c Starting the Apache2.2 service The Apache2.2 service is running. ] Apache/2.2.10 (Win32) mod_perl/2.0.4-dev Perl/v5.10.0 configured -- resuming normal operations [Thu May 07 11:41:55 2009] [notice] Server built: Oct 10 2008 12:39:04 [Thu May 07 11:41:55 2009] [notice] Parent: Created child process 2468 [Thu May 07 11:41:55 2009] [debug] mpm_winnt.c(487): Parent: Sent the scoreboard to the child [Thu May 07 11:41:59 2009] [notice] Child 2468: Child process is running [Thu May 07 11:41:59 2009] [debug] mpm_winnt.c(408): Child 2468: Retrieved our scoreboard from the parent. [Thu May 07 11:41:59 2009] [info] Parent: Duplicating socket 244 and sending it to child process 2468 [Thu May 07 11:41:59 2009] [debug] mpm_winnt.c(605): Parent: Sent 1 listeners to child 2468 [Thu May 07 11:41:59 2009] [debug] mpm_winnt.c(564): Child 2468: retrieved 1 listeners from parent [Thu May 07 11:41:59 2009] [notice] Child 2468: Acquired the start mutex. [Thu May 07 11:41:59 2009] [notice] Child 2468: Starting 64 worker threads. [Thu May 07 11:41:59 2009] [notice] Child 2468: Starting thread to listen on port 80. [Thu May 07 12:37:00 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. [Thu May 07 12:37:04 2009] [notice] Apache/2.2.10 (Win32) mod_perl/2.0.4-dev Perl/v5.10.0 configured -- resuming normal operations [Thu May 07 12:37:04 2009] [notice] Server built: Oct 10 2008 12:39:04 [Thu May 07 12:37:04 2009] [notice] Parent: Created child process 3536 [Thu May 07 12:37:04 2009] [debug] mpm_winnt.c(487): Parent: Sent the scoreboard to the child [Thu May 07 12:37:08 2009] [notice] Child 3536: Child process is running [Thu May 07 12:37:08 2009] [debug] mpm_winnt.c(408): Child 3536: Retrieved our scoreboard from the parent. [Thu May 07 12:37:08 2009] [info] Parent: Duplicating socket 244 and sending it to child process 3536 [Thu May 07 12:37:08 2009] [debug] mpm_winnt.c(605): Parent: Sent 1 listeners to child 3536 [Thu May 07 12:37:08 2009] [debug] mpm_winnt.c(564): Child 3536: retrieved 1 listeners from parent [Thu May 07 12:37:08 2009] [notice] Child 3536: Acquired the start mutex. [Thu May 07 12:37:08 2009] [notice] Child 3536: Starting 64 worker threads. [Thu May 07 12:37:08 2009] [notice] Child 3536: Starting thread to listen on port 80. [Thu May 07 12:37:24 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. ... Google links: http://www.apachelounge.com/viewtopic.php?t=2856 http://www.java-samples.com/showtutorial.php?tutorialid=1050

1 0

Installation Error in Ubuntu 9.04
by raviproff＠gmail.com 07 May '09

07 May '09

Hi I tried to install otrs2 in ubuntu I got below error msg, Please help me root@ServerOSS:/home/ravi# apt-get install otrs2 Reading package lists... Done Building dependency tree Reading state information... Done otrs2 is already the newest version. The following packages were automatically installed and are no longer required: pwgen mythtv-common mobile-broadband-provider-info gnome-themes-selected tango-icon-theme python-pkg-resources odt2txt python-rdflib Use 'apt-get autoremove' to remove them. 0 upgraded, 0 newly installed, 0 to remove and 0 not upgraded. 1 not fully installed or removed. After this operation, 0B of additional disk space will be used. Setting up otrs2 (2.3.2-2) ... dbconfig-common: writing config to /etc/dbconfig-common/otrs2.conf *** WARNING: ucf was run from a maintainer script that uses debconf, but the script did not pass --debconf-ok to ucf. The maintainer script should be fixed to not stop debconf before calling ucf, and pass it this parameter. For now, ucf will revert to using old-style, non-debconf prompting. Ugh! Please inform the package maintainer about this problem. Replacing config file /etc/otrs/database.pm with new version granting access to database otrs2 for otrs@localhost: already exists. creating database otrs2: success. verifying database otrs2 exists: success. populating database via sql... done. dbconfig-common: flushing administrative password Module perl already enabled ERROR: Module rewrite not properly enabled: /etc/apache2/mods-enabled/rewrite.load is a real file, not touching it dpkg: error processing otrs2 (--configure): subprocess post-installation script returned error exit status 1 Errors were encountered while processing: otrs2 E: Sub-process /usr/bin/dpkg returned an error code (1) root@ServerOSS:/home/ravi# Thanks, Ravi

3 3

Regarding My SQL connection with OTRS
by vishal sanghi 07 May '09

07 May '09

Hi I have installed OTRS on the SUSE Linux. When I am accessing the index.pl or customer.pl it is showing me following error: "Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (111)" I have checked MySQL service is running. I have also tried to reconfigure the database through the installer.pl but getting the same error. Please help me!!!!!! Thanks in advance Vishal Sanghi From Chandigarh to Chennai - find friends all over India. Go to http://in.promos.yahoo.com/groups/citygroups/

2 1

Error: No Subaction!!
by Stephen Carins 07 May '09

07 May '09

The New Users were getting a theme applied changing personal preferences -> theme back to standard fixed the isses. 2.2 and 2.3 are _not_ compatible

1 0

Is SMTPS working on 2.4.0 beta 1 ???
by Santiago Gonzalez Rodriguez - OverTech Argentina 06 May '09

06 May '09

Hi, all. This is my first message to the list. I'm testing OTRS 2.4.0 beta 1 because the release history tells that it supports secure SMTP for outgoing mails, an excellent feature missing in previous versions. I want to know if this feature is working correctly because I cannot make OTRS sends an email using GMail SMTP (smtp.gmail.com) at port 587 as it works for me using Thunderbird as mail client. Every time I tried to send an email I get the error: Message: Can't connect to smtp.gmail.com: ! Traceback (4695): Module: Kernel::System::Email::SMTPS::Send (v1.1) Line: 92 Module: Kernel::System::Email::Send (v1.61) Line: 677 Module: Kernel::System::Ticket::Article::ArticleSend (v1.215) Line: 2018 Module: Kernel::Modules::AgentTicketCompose::Run (v1.66) Line: 418 Module: Kernel::System::Web::InterfaceAgent::Run (v1.42) Line: 826 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 I'm not an expert with Perl but is not a difficult language to understand so I read the file SMTPS.pm and I found that at line 92 the system tries to establish the connection with the secure SMTP server and there is when it fails. For testing purpose, I tried to replace all the information from Gmail server with my ISP's SMTP server which works at port 25 and it's an standard SMTP. I left the option SMTPS although my ISP's server is not secure hoping getting an error of authentication, but that didn't happen. With this test the error I described was the same, except for the SMTP server address. I've got all needed Perl modules installed in my openSUSE 11.1, because OTRS can successfully retrieve emails from Gmail POP3S to create tickets. Any ideas? Thanks very much in advance to anyone that can give me a hint. Regards from Argentina. Santiago

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Newbie : OTRS on CentOS authenticating on Win2K3 LDAP
by Jan Vorster 06 May '09

06 May '09

Hi all, I've just setup OTRS on my CentOS 5 box and I want it to authenticate the users against an active directory running on Windows 2003 Server. I've read somewhere that you need to load Windows Services for Linux in order to have additional UNIX options on an Active Directory user. I did not read anyhting about this in the OTRS manual... so I was wondering if this is a necessary step. Needless to say that my attempts to log on to the AD from the OTRS web interface are failing. PS : A second question also... does the CentOS box need to be "on" the domain? Is this even possible? Thanks Jan

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Customer Company DB and Customer User DB ?
by Patrik Forsberg 06 May '09

06 May '09

Hi, Can you have one database with Customer Company and Customer ID and one with Customer Users ? Preferable where Customer Users gets built automagically from incoming/outgoing tickets to/from the customer ? --- Patrik Forsberg

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Two customers of a company can see each other tickets.
by Amanpreet Singh 06 May '09

06 May '09

hi, i am new to otrs, using otrs 2.2 on debian system, what i want is, two customer of a company ABC can see each other tickets by clicking [image: CompanyTickets] CompanyTickets<http://localhost/otrs/customer.pl?Action=CustomerTicketOverView&Type=Compan…> (in customer.pl). how to set ?? please help. -- regards: Aman

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auto response password test-02
by Amanpreet Singh 06 May '09

06 May '09

jvfmghmghm -- regards: Amanpreet Singh

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(no subject)
by Ashwin Patil 06 May '09

06 May '09

Regards Ashwin Patil ----------------------------------------------- Robosoft Technologies - Come home to Technology Disclaimer: This email may contain confidential material. If you were not an intended recipient, please notify the sender and delete all copies. Emails to and from our network may be logged and monitored. This email and its attachments are scanned for virus by our scanners and are believed to be safe. However, no warranty is given that this email is free of malicious content or virus.

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passing the wrong password in auto response
by Amanpreet Singh 06 May '09

06 May '09

hi, i am using otrs 2.2 on debian system, i have set the parameter Login: <OTRS_CUSTOMER_DATA_UserLogin> Password: <OTRS_CUSTOMER_DATA_UserPassword> in the auto response, it is passing the UserLogin right, but not UserPassword. means passing the wrong password as, Password: goKW7Vf/VqbmM (as the right password is go123456) i think it is in encoding form or a garbage value. plz help thanks. --:Aman

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