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FW: [otrs-de] Verschiedensprachige Customer
by Frans Stekelenburg 06 May '09

06 May '09

Hello, It would be a very nice feature to be able to configure the preference of sending the (auto)reply, notification, including signatures and salutations, to a customer, based on their preferred language. Maybe already an existing feature request? Now I think the only alternative is using different queues (and e-mail addresses). (next thing is of course a mail filter script doing language detection on incoming mail of unknown customers ;-)) gr, Frans -----Original Message----- From: Frans Stekelenburg Sent: woensdag 6 mei 2009 12:02 To: otrs-de(a)otrs.org Subject: RE: [otrs-de] Verschiedensprachige Customer Hallo, Ich bin auch sehr interessiert in Alternativen, aber ich glaube das das jetzt nur möglich ist mit eine Queue per Sprache (deutsche Kunden, englischer Kunden etc., sogar mit eigene Mail Adresse). Es soll doch ein OTRS Feature sein, zu schicken abhängig die Kunde Sprache eingestellt. gr, Frans > -----Original Message----- > From: otrs-de-bounces(a)otrs.org [mailto:otrs-de-bounces@otrs.org] On > Behalf Of Ettinger, Peter > Sent: woensdag 6 mei 2009 08:17 > To: otrs-de(a)otrs.org > Subject: [otrs-de] Verschiedensprachige Customer > > Hallo Liste, > > habe bisher zu meiner Anfrage noch keine Antwort. > Mglw. wird das beim zweiten Anlauf besser ;-) > > Grüße > > <<<< > Hai Liste, > > ein Teil der Kunden, die uns Support Mails schicken, sitzen im Ausland. > Gibt es eine Möglichkeit die Standard Antworten wie z.B. die > Benachrichtigung bei Anlage eines neue Tickets, immer in der zum > Customer konfigurierten Sprache zu senden? > > Friedliche Grüße > Peter > > --------------------------------------------------------------------- > OTRS mailing list: otrs-de - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs-de > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de > > NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! > http://www.otrs.com/de/support/enterprise-subscription/

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Auto response with Customer Username & Password
by Amanpreet Singh 06 May '09

06 May '09

hi to all, i am new to Otrs , using Otrs 2.2 on a Debian system, my auto response to customer working fine, but i want to send him the Username & Password along with URL(customer.pl) so that customer can check the status of ticket. how should i pass these fields to customer in auto response. Plz help. thanks -- regards: Amanpreet Singh

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test
by Ashwin Patil 06 May '09

06 May '09

test 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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Backup/Restore
by Maurice James 05 May '09

05 May '09

Isnt the backup/restore script supposed to back the entire OTRS installation up? I recently had a server crash and had to rebuild my OTRS installation from scratch. When I restored the the OTRS installation using the resotre.pl script, the only tables that got restored was the article tables. All of the other data is gone i.e users, queues etc. Did I do something wrong or is backup.pl not meant to perform a complete OTRS system backup? Any help is appreciated

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Re: [otrs] Change queue without being owner
by Javier Barroso 05 May '09

05 May '09

Response to [1] (I can't reply from gmail :( now ) Ticket::Frontend::MoveSetState: did the trick [1] http://lists.otrs.org/pipermail/otrs/2009-January/025447.html

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post install error : no webpage can be seen
by kris duff 05 May '09

05 May '09

Hello, I'm trying OTRS 2.3.4 a centos 5.2 installation with apache ( 2.2.11 ) and perl 5.8.8 ( x86_64 ). Often, in the apache error_log, I'm getting the following error message. [Mon May 4 10:20:13 2009] -e: print() on closed filehandle LOG at /opt/otrs//Kernel/System/Web/InterfaceAgent.pm line 309. After I can see this message, I have to restart apache. I don't understand the problem. I don't know what I can do... Thank you for your help Kris __________________________________________________________________ Be smarter than spam. See how smart SpamGuard is at giving junk email the boot with the All-new Yahoo! Mail. Click on Options in Mail and switch to New Mail today or register for free at http://mail.yahoo.ca

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me.com
by Arthur Stephens 04 May '09

04 May '09

I am unable to send/reply to anyone using me.com services I edited the config file /opt/otrs/Kernel/Config/Defautls.pm that contains # CheckEmailInvalidAddress # (regexp of invalid email addresses) $Self->{CheckEmailInvalidAddress} = '@(aa|aaa|aaaa|aaaaa|abc|any|anywhere|anonymous|bar|demo|example|foo|hello|hallo|nospam|nowhere|null|some|somewhere|test|teste.|there|user|xx|xxx|xxxx)\.(..|...)$'; I removed 'me' from the above string. Restarted Apache but it still wiil not let me reply to anyone at me.com How do I get otrs to reload the new configuration -- Arthur Stephens Senior Sales Technician Ptera Wireless Internet Service PO Box 135 Liberty Lake, WA 99019 509-927-7837 For technical support visit http://www.ptera.net/support ----------------------------------------------------------------------------- "This message may contain confidential and/or propriety information, and is intended for the person/entity to whom it was originally addressed. Any use by others is strictly prohibited. Please note that any views or opinions presented in this email are solely those of the author and are not intended to represent those of the company."

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Scheduled Task : IMAP on Windows
by Jeff Travers 04 May '09

04 May '09

I've configured a manual installation of OTRS on a Windows 2003 box. For the most part the program works correctly. I can send messages via an SMTP and manually pull messages into a queue via the "Run Now". I can't configure a task to pull the mail automatically. I've seen some posts mention the ability to setup a scheduled task to pull e-mail from an IMAP server but I haven't seen any solutions. I've tried modifying the .fetchmailrc.dis file and invoking that file via perl but I receive compilation errors. I'm not even sure if that's the file that needs to be invoked. Does fetchmail work on a Windows host? Has anyone had any luck running a scheduled task to fetch mail from an IMAP server on Windows? Any help is greatly appreciated.

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Re: [otrs] Configure SMTP instead of POP3
by abhilash potlapalli 04 May '09

04 May '09

No, we are using SMTP both for sending and retrieving.can we configure SMTP instead of POP3/IMAP for sending and receiving? --- On Sun, 3/5/09, Marco Vannini <marco.vannini(a)gmail.com> wrote: From: Marco Vannini <marco.vannini(a)gmail.com> Subject: Re: [otrs] Configure SMTP instead of POP3 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: Sunday, 3 May, 2009, 12:55 PM mmmh smtp is used to send message, pop3 to retrieve, did you mean imap (that is the alternatives to pop3)? On Sun, May 3, 2009 at 2:29 PM, abhilash potlapalli <abhilash20_p(a)yahoo.com> wrote: Hi All, How can i configure SMTP instead of POP3 in postmastermail account. Rgds Abhilash Bollywood news, movie reviews, film trailers and more! Click here. --------------------------------------------------------------------- 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/ -----Inline Attachment Follows----- --------------------------------------------------------------------- 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/ Bring your gang together. Do your thing. Find your favourite Yahoo! group at http://in.promos.yahoo.com/groups/

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Configure SMTP instead of POP3
by abhilash potlapalli 03 May '09

03 May '09

Hi All, How can i configure SMTP instead of POP3 in postmastermail account. Rgds Abhilash Now surf faster and smarter ! Check out the new Firefox 3 - Yahoo! Edition http://downloads.yahoo.com/in/firefox/?fr=om_email_firefox

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Re: [otrs] auto response not working
by Michiel Beijen 01 May '09

01 May '09

As you might have noticed, you are experiencing issues with your smtp server configuration. The otrs version you are using only supports "plain" smtp, so no ssl. Please check your settings. Kind regards, Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On Apr 30, 2009 5:58 PM, "Amanpreet Singh" <goforaman(a)gmail.com> wrote: hi, i have installed OTRS on Debian, its working fine sending & receiving the tickets, i have set a auto responder for new tickets in the queue, the problem is the sender of the ticket never receive the auto response, system log shows the following errors: OTRS-PM3-10[15211]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [1053/Test Ticket-032] created (TicketID=134,Queue=Suppo$ OTRS-PM3-10[15211]: [Error][Kernel::System::Email::SMTP::Send][Line:87]: Can't use from: ! Enable debug for more info! OTRS-PM3-10[15211]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [1053] ($ OTRS-PM3-10[15211]: [Notice][main::FetchMail] Fetched 1 email(s) from aman@eurus.net@pop.fatcow.com. when enable the debug,shows OTRS-PM3-10[11202]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [1051/Test Ticket-030] created (TicketID=132,Queue=Suppo$ OTRS-PM3-10[11202]: [Error][Kernel::System::Email::SMTP::Send][Line:127]: Can't connect to smtp.fatcow.com: Bad file descriptor! OTRS-PM3-10[11202]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [1051] ($ OTRS-PM3-10[11202]: [Notice][main::FetchMail] Fetched 1 email(s) from aman@eurus.net@pop.fatcow.com. help plz, 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/

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Notify customer users when a new ticket is created
by Aysel Pamuk 30 Apr '09

30 Apr '09

Hello, I would like to notify all customer users in the company when a new ticket is created. How can I do this? Regards, Aysel

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auto response not working
by Amanpreet Singh 30 Apr '09

30 Apr '09

hi, i have installed OTRS on Debian, its working fine sending & receiving the tickets, i have set a auto responder for new tickets in the queue, the problem is the sender of the ticket never receive the auto response, system log shows the following errors: OTRS-PM3-10[15211]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [1053/Test Ticket-032] created (TicketID=134,Queue=Suppo$ OTRS-PM3-10[15211]: [Error][Kernel::System::Email::SMTP::Send][Line:87]: Can't use from: ! Enable debug for more info! OTRS-PM3-10[15211]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [1053] ($ OTRS-PM3-10[15211]: [Notice][main::FetchMail] Fetched 1 email(s) from aman@eurus.net@pop.fatcow.com. when enable the debug,shows OTRS-PM3-10[11202]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [1051/Test Ticket-030] created (TicketID=132,Queue=Suppo$ OTRS-PM3-10[11202]: [Error][Kernel::System::Email::SMTP::Send][Line:127]: Can't connect to smtp.fatcow.com: Bad file descriptor! OTRS-PM3-10[11202]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [1051] ($ OTRS-PM3-10[11202]: [Notice][main::FetchMail] Fetched 1 email(s) from aman@eurus.net@pop.fatcow.com. help plz, thanks in advance. -- regards: Amanpreet Singh

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SLA and customers' replies
by Stefano Coletta 30 Apr '09

30 Apr '09

Hello, we are facing a problem with SLAs and the fact that for some tickets we need a customer reply before proceeding. Example: 1) We have a 24H SLA for a ticket and 2 hours have already elapsed since its creation. 2) Then we need to send an email to a customer requiring additional info. 3) The customer replies after 10 hours, leaving us only 24h - 2h - 10h = 12 hours left to solve the ticket. This behaviour is not acceptable for us because it is not our fault if the customer replied in 10 hours. We should be able to put a ticket "On Hold" and this should also not count against the SLA for the ticket, for example when we put the ticket in state "waiting". It should resume counting time if the customer replies or we change the state to any "non waiting" one. Do you know if OTRS 2.3.3 supports this or how it can be implemented? -- Greetings, Stefano Coletta Unidata S.p.a. Via Portuense, 1555 - 00143 Roma Tel +39 06404041 Fax +39 0640404002 E-mail s.coletta(a)uni.it

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Type by mail
by Stefano Coletta 30 Apr '09

30 Apr '09

Hello, I'm using OTRS 2.3.3 and I've enable the ticket type feature. I've set only two types: problem, request. Now, when a customer opens a ticket via web, he can set the ticket type. When a customer opens a ticket via email, OTRS sets the ticket type to "problem". With default settings OTRS categorizes all tickets as problems that of course, is incorrect. I would like to change the default behaviour and leave the ticket type field empty when OTRS receives an email. After, the operator will manually set the ticket type by reading the content of the ticket. How can I make this happen? Thank you. -- Stefano Coletta Unidata S.p.a. Via Portuense, 1555 - 00143 Roma Tel +39 06404041 Fax +39 0640404002 E-mail s.coletta(a)uni.it

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Installation Error in Ubuntu
by raviproff＠gmail.com 30 Apr '09

30 Apr '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

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FAQ module
by Mani Padisetti 30 Apr '09

30 Apr '09

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customer specific service catalog
by Mani Padisetti 30 Apr '09

30 Apr '09

Morning Is it possible to create and maintain separate services for each customer company in OTRS? If yes, can you pls advise how? Many thanks Rgds Mani

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Ticket Escalation on OTRS 2.3.4
by Ronaldo Richieri 30 Apr '09

30 Apr '09

Hi guys, I'm using otrs 2.3.4. I'd like to set up escalation to a Queue. I have tried to set it on "Escalation - First Response Time" and "Escalation - Solution Time". But in both cases, the system only shows a message at notification Area. I thing it should show only the escaleted tickets for the agents, but it shows all tickets and escaleted tickets notifications. Is it the way it should work? Thanks, -- Ronaldo Richieri (15) 8818-2009

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multiple otrs instance on unix jails
by diego.giardinetto＠zephirworks.com 29 Apr '09

29 Apr '09

Hi all, some days ago I posted a similar request having no answer. I try to explain in a better way my problem, hoping in such an answer. I have three otrs instances, one each unix jail. Log messages are stored correctly, separated, in three different logfiles, one each instance. But... the buffered log messages (OTRS uses system V shared memory primitives) are shown in each instance: also if the message is owned by the instance A, it's shown into log viewer otrs page of the instance B and C. I changed SystemID variable in each instance; I set OTRS to use its own logfile instead of syslogd. Trying disabling system V communication between jails and host, OTRS stop working. Could you help me? Thx, Diego ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Survey sending two invites
by Jeremy Adams 29 Apr '09

29 Apr '09

Our OTRS system is sending two survey invites for each tkt close. The emails are different in that the automatically generated key for the survey is different in each message but they both refer to the same tkt when you look at the survey stats. Any ideas? I have removed and reinstalled the survey module recently in an attempt to resolve the issue. Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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OTRS generated CSV and Unicode issue
by Afshar Mohebbi 29 Apr '09

29 Apr '09

Hi everybody, Some months ago we have had some problem with CSV files generated by OTRS stats (reports) module. Firstly, separated by Semicolon not Commas and secondly It's Encoding that is UTF-8. If I open the CSV file directly in MS Excel 2007 I will see all fields in just one column and all text was not readable because my CVS has Persian (Farsi) text. I searched for solution and found one. So I illustrated steps to do this correctly in a tiny instruction and posted it to my blog: http://afsharm.blogspot.com/2009/04/otrs-generated-csv-and-unicode-issue.ht… Hope someday help somebody! Regards, Afshar Mohebbi

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OTRS priority
by Benjamin Shade 27 Apr '09

27 Apr '09

How can I change the complete priority options to be the opposite. ie. not 1 very low, 2 low,....5 very high to be 1 very high, 2 high, 3 normal, 4 low etc This is to match the company standard. What do I need to change/do to let this happen? Thanks Ben

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Ticket with an HTML file attachment
by Melissa 27 Apr '09

27 Apr '09

Hello everybody, When OTRS receive an email with a picture attachment (from Lotus Notes) the ticket show 2 attachments, the picture and a HTML file. (When you click in this HTML file it opens the local browser with the body of the email) Anybody knows a way to avoid this HTML file? Our OTRS have the configuration (by default) PostmasterAutoHTML2Text=Yes Thanks a lot Melissa

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How to change the sender address when I forwarded a ticket?
by Melissa 27 Apr '09

27 Apr '09

Hello girls, guys, I have little question. In my OTRS domain only agents have access to OTRS.(No users) When I forward a ticket to the user, can I change the sender address for another one? (A particular queue for example). The reason is because if the user send a reply to our OTRS address, OTRS will create a new ticket. Thanks in advance Melissa

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hidding freetext field using ACL ?
by Rachid Zarouali 27 Apr '09

27 Apr '09

Hy all, working on my OTRS implementation, i've made several freetext field configuration, and i was wondering, if i can hide them using ACLs. my goal is to have freetext field configuration for each queue i have and free text fields only visible for the queue i've made them for. any idea ? Rachid

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customer can't see their ticket using the customer interface
by Rachid Zarouali 27 Apr '09

27 Apr '09

hy all, i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system. anyone have a clue ? Rachid

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type by queue ?
by Rachid Zarouali 26 Apr '09

26 Apr '09

Hy all, i was wondering, how can i bind several type i have defined in the admin interface, like: - incident - update - scheduled ..... to only one of the otrs queues i have ? Rachid

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Re: [otrs] Error in otrs 2.4
by Frans Stekelenburg 25 Apr '09

25 Apr '09

Good, glad it works! Do you receive an error message now after login in? I now get an error: Error: Module Kernel/Output/HTML/NavBarTicketBulkAction.pm not found! ERROR: OTRS-CGI-99 Perl: 5.8.8 OS: linux Time: Sat Apr 25 18:03:37 2009 Message: Module Kernel/Output/HTML/NavBarTicketBulkAction.pm not found! Traceback (3428): Module: Kernel::Output::HTML::Layout::NavigationBar (v1.142) Line: 3273 Module: Kernel::Modules::AgentTicketQueue::Run (v1.66) Line: 116 Module: Kernel::System::Web::InterfaceAgent::Run (v1.42) Line: 826 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 gr, Frans From: Lucio de Aquino Marinho [mailto:aquino@ecosistemas.com.br] Sent: zaterdag 25 april 2009 18:24 To: Frans Stekelenburg Subject: Re: [otrs] Error in otrs 2.4 Thanks My friend now it is working withou problems , the solve below [root@otrs Config]# ipcs - Segmentos da memÃ³ria compartilhada - chave shmid proprietÃ¡rio perms bytes nattch status 0x02a6232a 0 root 777 1 0 0x02a622c6 32769 root 777 4096 0 ------ Arrays de semÃ¡foros ------ chave semid proprietÃ¡rio perms nsems 0x00000000 229376 apache 600 1 0x00000000 262145 apache 600 1 0x00000000 294914 apache 600 1 ----- Filas de mensagens ------ chave msqid proprietÃ¡rio perms bytes usados mensagens [root@otrs Config]# ipcrm -m 0 [root@otrs Config]# ipcs - Segmentos da memÃ³ria compartilhada - chave shmid proprietÃ¡rio perms bytes nattch status 0x02a622c6 32769 root 777 4096 0 ------ Arrays de semÃ¡foros ------ chave semid proprietÃ¡rio perms nsems 0x00000000 229376 apache 600 1 0x00000000 262145 apache 600 1 0x00000000 294914 apache 600 1 ----- Filas de mensagens ------ chave msqid proprietÃ¡rio perms bytes usados mensagens [root@otrs Config]# ipcrm -m 32769 [root@otrs Config]# ipcs - Segmentos da memÃ³ria compartilhada - chave shmid proprietÃ¡rio perms bytes nattch status ------ Arrays de semÃ¡foros ------ chave semid proprietÃ¡rio perms nsems 0x00000000 229376 apache 600 1 0x00000000 262145 apache 600 1 0x00000000 294914 apache 600 1 ----- Filas de mensagens ------ chave msqid proprietÃ¡rio perms bytes usados mensagens Frans Stekelenburg escreveu: Lucido, Probably there should be added a cleaning up of shared memory in code. I experienced the exact same thing in my test VM instance running Fedora release 7 (Moonshine). You can fix this either by a reboot, or by removing still allocated shared memory. If you log in to your server (assuming linux), as root, run 'ipcs' and you will see still sh mem of otrs: # ipcs ------ Shared Memory Segments -------- key shmid owner perms bytes nattch status 0x02a62383 0 otrs 777 1 0 0x02a6231f 32769 otrs 777 4096 0 ------ Semaphore Arrays -------- key semid owner perms nsems 0x00000000 163840 apache 600 1 0x00000000 196609 apache 600 1 0x00000000 229378 apache 600 1 ------ Message Queues -------- key msqid owner perms used-bytes messages The ones of owner 'otrs' can be removed when you are sure apache and otrs is not running. # ipcrm -m 0 # ipcrm -m 32769 I started mysqld, httpd, and otrs services after this and got the good ol' login screen. gr, Frans From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lucio de Aquino Marinho Sent: zaterdag 25 april 2009 01:37 To: User questions and discussions about OTRS. Subject: [otrs] Error in otrs 2.4 Hello for all I got some errors when i tryed to install the 2.4 otrs version --> in the browser Software error: Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229. --> in the log tail -f servicedeskhml-error.log [Fri Apr 24 20:03:10 2009] [error] [client xxxx] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:03:10 2009 [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client 1xxx] Message: Can't remove shm for log: Operation not permitted [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client xxx] Traceback (2641): [Fri Apr 24 20:03:10 2009] [error] [client xxx] Module: Kernel::System::Log::CleanUp (v1.59) Line: 253 [Fri Apr 24 20:03:10 2009] [error] [client xxxx] Module: Kernel::System::Log::new (v1.59) Line: 104 [Fri Apr 24 20:03:10 2009] [error] [client 1xxx] Module: /opt/otrs-2.4/bin/cgi-bin/installer.pl (v1.29) Line: 52 [Fri Apr 24 20:03:10 2009] [error] [client xx] [Fri Apr 24 20:03:10 2009] [error] [client xxxx] [Fri Apr 24 20:03:10 2009] installer.pl: Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229. [Fri Apr 24 20:06:50 2009] [error] [client xxx] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:06:50 2009 Anybody see some messages like this Thanks for all

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LDAP authentication not working
by Emily Flynn 25 Apr '09

25 Apr '09

Hi, I can't seem to get LDAP authentication working for customer users. It is a Windows 2000 domain with 2 domain controllers. Can anyone see where I might be going wrong...? Thanks Emily # ---------------------------------------------------- # # Customer LDAP Authentication # # ---------------------------------------------------- # #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xx.xxx.xx.xx'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=user,ou=dublin,dc=int,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree # $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrsldap'; # $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'xx.xxx.xx.xx', BaseDN => 'ou=user,ou=dublin,dc=int,dc=domain,dc=com', SSCOPE => 'sub', UserDN =>'otrsldap', UserPw => 'password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], #[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=OTRS_Users,OU=Security Groups,OU=Dublin,DC=int,DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'

5 6

Does anybody have used any none-European language in graphical reports?
by Afshar Mohebbi 25 Apr '09

25 Apr '09

Hi everybody, Some kind of reports (stats) are generated as graphic files like bar charts or pie charts. In these reports there is some texts to describe the report. I'm wondering if anybody have used non-European languages like Japanese, Persian (Farsi), Arabic, Hebrew, etc in these reports? In my case I'm using Persian (Farsi) but rendered graphics files display the text incorrect. A full history of problem is recorded here (a sample picture also included): http://afsharm.blogspot.com/2009/04/otrs-gd-library-and-persian-support.html Does anybody have any experience? Kind Regards, Afshar Mohebbi

1 0

change 24 hour format to a 12 hour format
by Jonathan Medina 24 Apr '09

24 Apr '09

I am wondering if it is at all possible to change the time format from a 24-hour format to a 12-hour format. I haven't found any documentation on this. Regards _ Jonathan Medina IT Manager Sephardic Nursing & Rehab T: 718-266-6100 x216

1 0

How to enable System Log
by rallison 24 Apr '09

24 Apr '09

In the Admin-Area, I select System Log is shows no information. Is there an option to enable? It shows colums headers. [ System Log ] Time Priority Facility Message I just enabled Performance Log and I can with information with no problems. Regards, Ram

3 4

Next State list under pending is empty.
by Sachin 24 Apr '09

24 Apr '09

I click on pending on a ticket, on the new window the subject is pending and i have a drop down list which says "Next State". The list appears empty. What do i check and where?

1 0

Re: [otrs] Delete Junk queue every 24h automatically
by LQ Marshall 24 Apr '09

24 Apr '09

> I was looking for a way to empty my Junk queue automaticallyevery 24h in SysConf > but didn’t find anything can help. > How can I proceed? The correct answer is generic agent. LQ -----Original Message----- From: Laura Urie <lurie(a)clsamerica.com> To: otrs(a)otrs.org Date: 04/24/09 09:37 Subject: [otrs] Delete Junk queue every 24h automatically Hi, I was looking for a way to empty my Junk queue automaticallyevery 24h in SysConf but didn’t find anything can help. How can I proceed? Thanks Laura

2 1

Delete Junk queue every 24h automatically
by Laura Urie 24 Apr '09

24 Apr '09

Hi, I was looking for a way to empty my Junk queue automatically every 24h in SysConf but didn't find anything can help. How can I proceed? Thanks Laura

2 2

Hardcode in customer email format.
by Emily Flynn 24 Apr '09

24 Apr '09

Hello, Is there a way I can hard code customers email format into the LDAP settings in config.pm? I have OTRS authenticating against Active Directory, but unfortunately we don't have users emails saved in theire AD accounts. Everyone's mail is in the same format of firstname.secondname(a)ourcompany.com, so I'm pretty sure I can define this in the config.pm? I am not familiar with editing Perl, but I'm sure I could edit the following line to allow this? [ 'UserEmail', 'Email', 'mail', 1, 0, 'var' ] Thanks Emily

1 0

Agent in AD and Customer in MSSQL
by Patrik Forsberg 24 Apr '09

24 Apr '09

Hi, I have a setup where I want the agents to be authenticated by NT2003/AD account, using LDAP if I remember everything right - is there a guide how to do this ? Also I have a customer company base in MSSQL but it does not contain a user and password but I would like to be able to assign tickets to a specific company by a sql query of that database - can this be done ? It only contain the company name and a company ID plus some other fuss that OTRS shouldn't be bothered about :) We have no plans to allow our customers to login to OTRS but that might come in the future, in that case can the authentication be done by a local database while the customer company is fetched from the MSSQL ? --- Regards, Patrik

1 0

Re: [otrs] LDAP authentication not working - Solved
by Emily Flynn 24 Apr '09

24 Apr '09

Hi, By putting the domain name before UserDN, LDAP started working : ) $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'MyDomain\ otrsldap'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; Thanks Emily ----- Forwarded by Emily Flynn/ZB/Ireland/Zurich on 24/04/2009 11:25 ----- Emily Flynn/ZB/Ireland/Zurich 21/04/2009 20:04 To otrs(a)otrs.org cc Subject LDAP authentication not working Hi, I can't seem to get LDAP authentication working for customer users. It is a Windows 2000 domain with 2 domain controllers. Can anyone see where I might be going wrong...? Thanks Emily # ---------------------------------------------------- # # Customer LDAP Authentication # # ---------------------------------------------------- # #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xx.xxx.xx.xx'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=user,ou=dublin,dc=int,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree # $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrsldap'; # $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'xx.xxx.xx.xx', BaseDN => 'ou=user,ou=dublin,dc=int,dc=domain,dc=com', SSCOPE => 'sub', UserDN =>'otrsldap', UserPw => 'password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], #[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=OTRS_Users,OU=Security Groups,OU=Dublin,DC=int,DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'

1 0

Clean up the database.
by Sachin 24 Apr '09

24 Apr '09

I have implemented OTRS as a test system. created a lot of test tickets , but now i want to make it available for production use. for that i need to delete all the tickets generated... the users created should remain.....only the ticket and customers..should go out... please help.

3 2

log problem with unix jails
by Diego Giardinetto 23 Apr '09

23 Apr '09

Hi all... I have a problem with multiple otrs instances on unix jails. OTRS web interface show log of all the instances but each log file contain only the right messages.. Any idea? Thx, Diego -- Diego Giardinetto Junior SysAdmin @ ZephirWorks email: diego.giardinetto<at>zephirworks.com mobile: +39 328 06 81 489

1 0

customer can't see their ticket when sending emails to the otrs mail adress
by Rachid Zarouali 23 Apr '09

23 Apr '09

hy all, i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system. anyone have a clue ? Rachid

1 0

How if we can generate different configuration files from OTRS db
by imen sahnoun 23 Apr '09

23 Apr '09

We in Kopileft (a remote IT and computer support solutions provider) are interested on OTRS as a replacement for RT. We are also interested on OTRS:ITSM , to improve our ticket management and to take advantage of its inventory feature and to be so able to generate our different configuration files. But, it seems to be more interesting if it supports some others features like nagios data and some other objets fields (like domain netmask, detailed printer description, domain aliases...) We hope that we can cooperate together, and we will be so happy if you accept our modifications in this sens. Thank you for response.

2 1

Got no Email at /opt/otrs/Kernel/System/PostMaster.pm line 92
by Machiel van Veen 23 Apr '09

23 Apr '09

Hello list, I have a problem with the PostMasterMailbox.pl script. It should run every two minutes but fails to run with the following log message: OTRS-PMAccount-10[31577]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running (otrs.haarlem.dem.local/29345)! Turns out it is not running but the PID enty in the database is there anyway. Running the script manualy gives me the same error. If I force the script with "-f 1" it does work but after about 20 messages it stops giving me the error "Got no Email at /opt/otrs/Kernel/System/PostMaster.pm line 92." The line in PostMaster.pm says: # check needed objects for (qw(DBObject LogObject ConfigObject TimeObject MainObject Email)) { die "Got no $_" if ( !$Param{$_} ); } So it seems there is a problem with the Email variable. Strange enough the PID entry does sometimes get removed after the email has been picked up. I think this happens if there are less then 20 messages, if there are more the PID stays and the script won't run anymore. Does any one know how I can fix this problem? Many thanks for any help on this in advance! -- Best regards, Machiel.

1 0

Creating RSS feeds for categories
by Greg Pennell - HSA Global 23 Apr '09

23 Apr '09

Is it possible to create RSS feeds to FAQ categories, not just the latest created and latest changed? Also can the RSS feeds be enabled on the Customer interface, not just the public one? Regards Greg

2 1

"New message" in top right corner!!
by Sachin 22 Apr '09

22 Apr '09

What is this "New message" for? What does it do? after a ticket is created it does not appear there.

2 1

Help with Priority / Perl.
by Sachin 22 Apr '09

22 Apr '09

Hi Perl Gurus, I have custom priorities set, 1.Normal, 2. Incident, 3. Critical. Is it possible to display a status or Msg Box Popup, when the priority is selected for "Critical" ?. This message will be a warning message to customers.

1 0

Re: [otrs] [OTRS]Configure OTRS for SQlserver 2005
by abhilash potlapalli 22 Apr '09

22 Apr '09

Hi Afsar, I have successfully configured OTRS with sqlserver2005.just made some more changes in config.pm and it worked. Thanks Abhilash --- On Tue, 21/4/09, Afshar Mohebbi <afshar.mohebbi(a)gmail.com> wrote: From: Afshar Mohebbi <afshar.mohebbi(a)gmail.com> Subject: Re: [otrs] [OTRS]Configure OTRS for SQlserver 2005 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: Tuesday, 21 April, 2009, 10:52 PM Hi Abhilash, Are u using an ODBC connection or a direction connection to MS SQL? OTRS:ITSM is a section of OTRS, if OTRS is connected to any database there is no need to connect its components to database. Regards, Afshar Mohebbi On Wed, Apr 22, 2009 at 9:40 AM, abhilash potlapalli <abhilash20_p(a)yahoo.com> wrote: Hi All, Can some one help me with configuring OTRS:ITSM for sqlserver 2005. i have tried to do the same with changing config.pm in kernel folder; but getting "Page cannot be displayed"message.if some one can guide me to overcome this problem that will be helpful. Thanks a lot Abhilash Cricket on your mind? Visit the ultimate cricket website. Enter now! Now surf faster and smarter ! Check out the new Firefox 3 - Yahoo! Edition * Click here! --------------------------------------------------------------------- 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/ -----Inline Attachment Follows----- --------------------------------------------------------------------- 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/ Now surf faster and smarter ! Check out the new Firefox 3 - Yahoo! Edition http://downloads.yahoo.com/in/firefox/

1 0

Fwd: How to enable System Log
by rallison 22 Apr '09

22 Apr '09

OTRS, In the Admin-Area, I select System Log is shows no information. It is blank. I am trying to troubleshooting the sendmail feature. I am not receiving the mail from OTRS. The message shows up in OTRS but not in the inbox of my mail account. "This is what appears when I click System Log" It shows column headers. [ System Log ] Time Priority Facility Message MAIL SETUP I have tried Admin, SysConfig, Framework(324)/Show,Core::Sendmail, SendmailModule: Sendmail SendmailModule::CMD: /usr/sbin/sendmail -i -f SendmailModule::Host: mail.example.com SendmailModule::Port: 25 SendmailModule::AuthUser: username SendmailModule::AuthPassword: password The message shows up in OTRS but not in mail account. If I choose SMTP for the SendmailModule:, I get an error message. So I change it back to Sendmail. I also tried going added the Sendmail module to the sendmail.pm file. Here what I added: # SendmailModule $Self->{"SendmailModule"} = "Kernel::System::Email::SMTP"; $Self->{"SendmailModule::Host"} = "mail.example.com"; $Self->{"SendmailModule::AuthUser"} = "username"; $Self->{"SendmailModule::AuthPassword"} = "password"; $Self->{'SendmailModule::Port'} = '25'; NO LUCK! Regards, Ram --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

1 0

How to change the text "New message" in the Navigation Bar in right corner!!
by Sachin 22 Apr '09

22 Apr '09

Somebody please help me to change the text "New message". I want it to display "New Ticket" instead. Which file do i change. I could not find it in sysconfig.

3 2

No Move Notification to Queue Owner
by Michael Abboud 22 Apr '09

22 Apr '09

Greetings to the list from Sydney, Australia, This is my first post, so please be patient! I'm running OTRS v2.3.3 on Linuxx Centos v5.2 I do not get notifications when I move tickets from the Raw queue to my own MA queue. Other notifications work fine, such as New Ticket in Raw, Ticket Followup notifies etc. So I'm confident SMTP / mail settings are in order. In the OTRS System Log, I see the following messages: Mon Apr 20 20:09:23 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Mon Apr 20 20:09:17 2009 notice OTRS-CGI-10 Can't find notification for Agent::ResponsibleUpdate and el, try it again with en! Mon Apr 20 19:56:55 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! ...and Sat Apr 4 19:21:41 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Sat Apr 4 19:20:45 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! I have customised the notification messages for the en::Agent::Move and el::Agent::Move locales (not sure why I did it for the el locale, but anyway). I get no notifies. Is there somewhere else I need to check? Many thanks, Michael

2 7

[OTRS]Configure OTRS for SQlserver 2005
by abhilash potlapalli 22 Apr '09

22 Apr '09

Hi All, Can some one help me with configuring OTRS:ITSM for sqlserver 2005. i have tried to do the same with changing config.pm in kernel folder; but getting "Page cannot be displayed"message.if some one can guide me to overcome this problem that will be helpful. Thanks a lot Abhilash Cricket on your mind? Visit the ultimate cricket website. Enter now! Now surf faster and smarter ! Check out the new Firefox 3 - Yahoo! Edition http://downloads.yahoo.com/in/firefox/

2 1

Error: No Subaction!!
by Stephen Carins 22 Apr '09

22 Apr '09

im getting this after upgrading Error: No Subaction!! Comment: Please contact your admin Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Wed Apr 22 15:16:10 2009 Message: No Subaction!! Traceback (7082): Module: Kernel::Output::HTML::Layout::CustomerError (v1.110.2.6) Line: 3936 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.35) Line: 423 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.35) Line: 857 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.41) Line: 185 Module: ModPerl::RegistryCooker::run (v1.41) Line: 185 Module: ModPerl::RegistryCooker::default_handler (v1.41) Line: 153 Module: ModPerl::Registry::handler (v1.99) Line: 16 any ideas would be appreciated cheers Steve

1 0

Error upon using OTRS
by John Rehill 22 Apr '09

22 Apr '09

Hey all, I'm trying to finish off a configuration of OTRS however I'm having trouble finishing a few things, the process was started by someone who has now left and so I'm trying to fill in the blanks. Anyway every time I access OTRS even bring up the login screen I get an error message: otrs OTRS-CGI-10[778]: [Error ][Kernel::System::CustomerUser::LDAP::new][Line:144]: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Here is the current Config.pm LDAP: 87. # ----------------------------------------------------- # 88. # LDAP Confiiguration allowing customers to authenitcate back to 89. # active directory 90. # ----------------------------------------------------- # 91. 92. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; 93. $Self->{'Customer::AuthModule::LDAP::Host'} = 'hostname.company.org.au'; 94. $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=company,dc=org,dc=au'; 95. $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; 96. $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=useraccount,ou=Groupname1,ou=Groupname2,ou=MyBusiness,dc=company,dc= org,dc=au'; 97. $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'userpassword'; 98. 99. #CustomerUser 100. #(customer user database backend and settings) 101. $Self->{CustomerUser} = { 102. Module => 'Kernel::System::CustomerUser::LDAP', 103. Params => { 104. Host => 'hostname.company.org.au', 105. BaseDN => 'DC=company,DC=org,DC=au', 106. SSCOPE => 'sub', 107. UserDN => 'cn=useraccount,ou=Groupname1,ou=Groupname2,ou=MyBusiness,dc=companyname ,dc=org,dc=au', 108. UserPw => 'userpassword', 109. AlwaysFilter => '', 110. SourceCharset => 'utf-8', 111. DestCharset => 'iso-8859-1', 112. Params => { 113. port => 389, 114. timeout => 120, 115. async => 0, 116. version => 3, 117. debug => 8, 118. }, 119. }, 120. # Customer unique id 121. CustomerKey => 'sAMAccountName', 122. # customer # 123. CustomerID => 'mail', 124. CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], 125. CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], 126. CustomerUserSearchPrefix => '', 127. CustomerUserSearchSuffix => '*', 128. CustomerUserSearchListLimit => 250, 129. CustomerUserPostMasterSearchFields => ['mail'], 130. CustomerUserNameFields => ['givenname', 'sn'], 131. Map => [ 132. # note: Login, Email and CustomerID needed! 133. # var, frontend, storage, shown, required, storage-type 134. #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], 135. [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], 136. [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], 137. [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], 138. [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], 139. [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], 140. #[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], 141. #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], 142. #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], 143. ], 144. }; 145. 146. # ----------------------------------------------------- # 147. # End of LDAP Configuration 148. # ----------------------------------------------------- # NOTE: I have replaced certain values with hostname, company, useraccount, userpassword, Groupname1, Groupname2 but I hope you can get the jist of the config. I have included line numbers as they are in the config so hopefully it won't screw up with the sending of the email. Can anyone point out any errors in the config? Thanks. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Confidentiality: This e-mail is from the Adelaide Festival Centre. The contents are intended only for the named recipient of this e-mail. If the reader of this e-mail is not the intended recipient you are hereby notified that any use, reproduction, disclosure or distribution of the information contained in the e-mail is prohibited. If you have received this e-mail in error, please reply to us immediately and delete the document from your system. Any personal views expressed in this communication are those of the individual sender unless the sender expressly states them to be the views of the Adelaide Festival Centre. No liability will be accepted for any loss or damage whatsoever (whether direct or consequential) resulting from the use of the email or any attached files.

1 0

Got no SendmailObject!
by rallison 21 Apr '09

21 Apr '09

Got no SendmailObject! at C:/PROGRA~1/OTRS/OTRS//Kernel/System/Ticket/Event/ArticleSearchIndex.pm line 32. How to fix? Regards, Ram

1 0

Unable to send mail from OTRS
by rallison 21 Apr '09

21 Apr '09

OTRS, I added this code with the correct Host, AuthUser & Password to the sendmail.pm file but I am still not able to send mail from OTRS. I am able to receive mail with no problem. Any suggestions? # SendmailModule $Self->{"SendmailModule"} = "Kernel::System::Email::SMTP"; $Self->{"SendmailModule::Host"} = "mail.example.org"; $Self->{"SendmailModule::AuthUser"} = "username"; $Self->{"SendmailModule::AuthPassword"} = "password"; $Self->{'SendmailModule::Port'} = '25'; Regards, Ram

3 3

Re: [otrs] PDF font configuration
by Tijmen de Mes 21 Apr '09

21 Apr '09

Hi, I'am having the same problem, I didn't found a solution for it. Tijmen Diego Giardinetto wrote: > Hi, > installing otrs, i have a problem with pdf table report: characters have > lot of distance between each one. Any idea? > > Thx, > Diego > > -- > Diego Giardinetto > Junior SysAdmin @ ZephirWorks > email: diego.giardinetto<at>zephirworks.com > mobile: +39 328 06 81 489 > --------------------------------------------------------------------- > 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/ >

5 8

How about using uservoice.com for feature requests?
by Musolino, Vincent 21 Apr '09

21 Apr '09

Hello, I found that http://uservoice.com is a really neat way of presenting feature requests and allow the community to vote on what it thinks is the most important for its (global) needs. They even have OpenSource plans: http://uservoice.com/for/opensource :-) Just an idea. V.

2 1

Bulk-action and Compose Answer
by Luboš Novobilský 21 Apr '09

21 Apr '09

Hi all, please excuse my English. I would like ask whether is possible to send the Response more than one Ticket. For Example: I have twenty Tickets with the same Problem from different Clinets. I want to compose Answer and send this Answer from all Tickets all at once. Is it possible send this Ansver via Bulk-action Module? Is it possible combine Bulk-action Module with Compose Answer (email) Module? I thank you for your advice Lubos Novobilsky lnovobilsky(a)802.cz

1 0

Fwd: Red Alert with more than 200 services
by Ronaldo Richieri 20 Apr '09

20 Apr '09

Hi I'm installing an OTRS for a Brazillian University called Estácio de Sá. They have already more than 200 services registered. After we reached 200 hundred services, the system is showing a red alert that you can see in the image attached, at the <CUSTOM> user edit escreen in "Customer User <--> Service". Is this a dangerous thing? Why is this message showing to us? thanks, Ronaldo Richieri -- Ronaldo Richieri (15) 8818-2009 -- Ronaldo Richieri (15) 8818-2009 Sent from Rio de Janeiro, Brasil

2 2

Re: [otrs] changing ticket priority
by Lars Jørgensen 20 Apr '09

20 Apr '09

Hi mani, Please reply to the list also so others can benefit. Most actions in otrs requires an accompanying note. Just put in the reason why you updated the priority. at the bottom of the note screen you will find the field to change the priority. Lars Den 20/04/2009 kl. 00.27 skrev "Mani Padisetti" <mani.prasad(a)digitalarmour.com.au >: > Thank you Lars for yr help. Kind of you. > > Am not sure what I am not doing. In the zoomed view, I can see > "priority" but that is only to add a note...what I need is to be > able to > change the priority from "normal" to "high" etc. Can you pls let me > know > how to do that > Rgds > Mani > > -----Original Message----- > From: Lars Jørgensen [mailto:ITLJ@gyldendal.dk] > Sent: Monday, 20 April 2009 7:07 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] changing ticket priority > > Hi Mani, > > Usually there is an option in the zoomed view if the ticket, but I > think > you have to be the owner of the ticket or have sufficient > permissions to > change the priority. > > Also, you can change priority by adding a note to the ticket. > > > Lars > > Den 19/04/2009 kl. 22.44 skrev "Mani Padisetti" > <mani.prasad(a)digitalarmour.com.au<mailto:mani.prasad@digitalarmour.com.a > u>>: > > Morning. Sorry if this is a silly question but I couldn’t find > instructions/help on how to change the priority for a ticket, when we > work on the ticket. Can you pls advise? Many thanks > > Regards > Mani > > > > P Please do not print this email unless it is absolutely necessary. > Spread environmental awareness. > --- > --------------------------------------------------------------------- > --- > --------------------------------------------------------------------- > ---------------- > This electronic message transmission contains information that is > confidential or privileged. The information is intended to be for the > use of the individual or entity named above. If you are not the > intended > recipient, be aware that any disclosure, copying, distribution, or use > of the contents of this information is prohibited. If you have > received > this transmission in error, please notify us by telephone immediately > > --------------------------------------------------------------------- > 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/ > --------------------------------------------------------------------- > 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.JPG>

3 2

Autoanswers and notifications as bounce-massages
by Markus Nagel 20 Apr '09

20 Apr '09

Hello list, does anybody know if it is possible to configure the autoanswers and notifications not as bounce-messages but as simple answers. In the moment, all autoanswers seem to be buildt as bounces or identified as bounces which not every recipient seems to like. Thanks for your help in advance Markus Nagel

1 0

Re: [otrs] How to send automatic notification to other email
by Musolino, Vincent 20 Apr '09

20 Apr '09

How about internal mailing lists containing both addresses? Would that work? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 20. avril 2009 13:04 To: otrs(a)otrs.org Subject: otrs Digest, Vol 7, Issue 51 Date: Mon, 20 Apr 2009 13:03:44 +0200 From: Luca Maranzano <liuk001(a)gmail.com> Subject: [otrs] How to send automatic notification to other email address To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <68559cef0904200403m6327756w2d424d4077be05d9(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hello all, we are using OTRS 2.3.4. We would like to be able send automatic notifications about new and closed tickets to some further external email addresses, in addition to the notification already sent to the customer user who opened the ticket. For example: if user foobar(a)domain.com send an email to myqueue@otrs for opening a ticket, I'd like that new ticket notification is sent both to user foobar(a)domain.com and to other.address(a)othersite.com. I've looked at the Auto Reponse configuration but it seems it is not possible to alter the To/Cc filed of the mail. I've looked also at the generic agent, but I didn't find a simple way of doing this. Is there some other simple method to accomplish this? Thank you in advance! Best regards, Luca

1 0

How to send automatic notification to other email address
by Luca Maranzano 20 Apr '09

20 Apr '09

Hello all, we are using OTRS 2.3.4. We would like to be able send automatic notifications about new and closed tickets to some further external email addresses, in addition to the notification already sent to the customer user who opened the ticket. For example: if user foobar(a)domain.com send an email to myqueue@otrs for opening a ticket, I'd like that new ticket notification is sent both to user foobar(a)domain.com and to other.address(a)othersite.com. I've looked at the Auto Reponse configuration but it seems it is not possible to alter the To/Cc filed of the mail. I've looked also at the generic agent, but I didn't find a simple way of doing this. Is there some other simple method to accomplish this? Thank you in advance! Best regards, Luca

1 0

Re: [otrs] [dev] bulk change (pending time)
by Frans Stekelenburg 20 Apr '09

20 Apr '09

Martin, It is always wonderful to receive good news on a nice and sunny day! So thank you, and of course now I can't wait until it's 1-7 ;-) We'll start making migration plans. Kindest regards, Frans > -----Original Message----- > From: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] On Behalf Of > Martin Edenhofer > Sent: vrijdag 17 april 2009 15:49 > To: Development community of OTRS.org > Subject: Re: [dev] bulk change (pending time) > > Hi Frans, > > good news! ;) > > > > - Bulk change 'Pending Time'. I can bulk change to state Pending, > > but this is little helpful without the ability to actual pend into > > the future > > This feature (any many more) is in the upcoming OTRS 2.4 (beta1 > 2009-04-20, stable 2009-07-01). > > See also: http://users.otrs.com/~me/bulk-2.4.png > > > - Frontend::Agent::Ticket::ViewBulk - it is missing I think, unlike > > for other screens. And that is a pity. It would be very helpful to > > be able to adjust the fields for this screen as well (like for point > > 1) > > Done in upcoming 2.4. :) > > > - And of course the select all tickets at once (a grease monkey > > workaround exists for firefox) > > > > There is also a new feature in 2.4. You can switch at runtime in any > ticket overview screen between S/M/L view and you will have the bulk > action (with select all) in any ticket overview (QueueView, Locked > Ticket, Search Result, ...) > > http://users.otrs.com/~me/overview-s-2.4.png > http://users.otrs.com/~me/overview-m-2.4.png > > I hope this info will help you a litte bit more! :) > > -Martin > > On Apr 16, 2009, at 13:05 , Frans Stekelenburg wrote: > > > Hi, > > > > It appears that the bulk feature still is a bit a underdeveloped > > child of this fine product. > > > > The following features I would expect to find (amazing it still is > > not a FAQ ;-)) but am not able to do: > > > > - Bulk change 'Pending Time'. I can bulk change to state > > Pending, but this is little helpful without the ability to actual > > pend into the future > > - Frontend::Agent::Ticket::ViewBulk - it is missing I > > think, unlike for other screens. And that is a pity. It would be > > very helpful to be able to adjust the fields for this screen as well > > (like for point 1) > > - And of course the select all tickets at once (a grease > > monkey workaround exists for firefox) > > > > I have searched the lists, but besides similar questions asked > > before, not found useful info. > > If anybody has made some changes to his OTRS instance for Bulk > > function, especially the first one, I would be happy to share > > details!! > > > > > > Much obliged, > > > > > > gr, > > Frans > > > > --------------------------------------------------------------------- > > OTRS mailing list: dev - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/dev > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > --------------------------------------------------------------------- > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/

2 2

where i can get otrs 2.4
by Jeffery Chen Fan 20 Apr '09

20 Apr '09

where i can get otrs 2.4.. I need some new feature. like bulk action. -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

2 2

changing ticket priority
by Mani Padisetti 19 Apr '09

19 Apr '09

Morning. Sorry if this is a silly question but I couldn't find instructions/help on how to change the priority for a ticket, when we work on the ticket. Can you pls advise? Many thanks Regards Mani P Please do not print this email unless it is absolutely necessary. Spread environmental awareness. ------------------------------------------------------------------------ ------------------------------------------------------------------------ ---------------- This electronic message transmission contains information that is confidential or privileged. The information is intended to be for the use of the individual or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution, or use of the contents of this information is prohibited. If you have received this transmission in error, please notify us by telephone immediately

2 1

PDF print, chinese font can not display in PDF.
by Jeffery Chen Fan 18 Apr '09

18 Apr '09

PDF print, chinese font can not display in PDF. -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

2 1

Upgrade OTRS2.2.7 on UBUNTU to 2.3.4
by Trasschaert Karl 17 Apr '09

17 Apr '09

HI, I'm using otrs 2.2.7 on a ubuntu 8.04, OTRS has been instaled from APT. How can i upgrade OTRS to version 2.3.4 ? Thx in advance Karl _________________________________________________________________ 100% GRATUIT: tout ce dont vous avez besoin sur le net et sur votre PC ! http://www.microsoft.com/belux/fr/windows/windowslive/default.aspx

2 3

how to change ticketType from problem to problem::knowError
by Jeffery Chen Fan 17 Apr '09

17 Apr '09

All OTRS users. when i implement problem management process, i need to change ticketType from problem to problem::knowError. How to do this,,, -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

2 2

bulk change (pending time)
by Frans Stekelenburg 16 Apr '09

16 Apr '09

Hi, It appears that the bulk feature still is a bit a underdeveloped child of this fine product. The following features I would expect to find (amazing it still is not a FAQ ;-)) but am not able to do: - Bulk change 'Pending Time'. I can bulk change to state Pending, but this is little helpful without the ability to actual pend into the future - Frontend::Agent::Ticket::ViewBulk - it is missing I think, unlike for other screens. And that is a pity. It would be very helpful to be able to adjust the fields for this screen as well (like for point 1) - And of course the select all tickets at once (a grease monkey workaround exists for firefox) I have searched the lists, but besides similar questions asked before, not found useful info. If anybody has made some changes to his OTRS instance for Bulk function, especially the first one, I would be happy to share details!! Much obliged, gr, Frans

2 1

Calendar definition
by Aysel Pamuk 16 Apr '09

16 Apr '09

Hello, I have updated calendar definitions from Core::Time::Calendar1 <http://10.0.2.40/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&Sys ConfigSubGroup=Core::Time::Calendar1&SysConfigGroup=Framework> Where is Calendar information kept? I could not find in the database. I think it is written to a file. Which file is it? Regards, Aysel

2 5

Customer Notifications New Ticket/Closed Ticket
by Le machito 16 Apr '09

16 Apr '09

Hi all, Our OTRS is accessed only by agents, the customers send emails and the call center distribute this request to the different queues. I am looking to add a Customer Notification (By email) to say: 1) Your new request have the ticket number xxx, etc etc 2) Your ticket xxx is closed. Thanks etc etc I don't want to use the option "change status" because I am interested only in this 2 solutions. (New Ticket-Closed Ticket) Do you know where can I configure it? Thanks in advance Raoul

8 17

Company infos in ticket view
by Marc Lecocq 16 Apr '09

16 Apr '09

Hi, I would like to add some custom company infos and display it in ticket view (colum right side). (for example, an url link to our sharepoint). How can I add some customized fields in databases and display it ? And how to display the company infos already in standard OTRS database (address, name, url, .)? Thanks,

1 0

OTRS::CiCS
by Frans Stekelenburg 16 Apr '09

16 Apr '09

Hi, The OTRS::CiCS module(s) seems to have pretty handy extensions to standard OTS functionality (which I think should end up in the mean stream OTRS code). https://support.cape-it.de/helpdesk/public.pl?Action=PublicFAQ&ItemID=8 Does anybody has experience with these modules? Pro's-con's of using them? gr, Frans

1 0

Company infos display
by Marc Lecocq 16 Apr '09

16 Apr '09

Hi, I would like to have on right side in ticket view some infos about user's company (phone, adress and a link to another file (sharepoint with company general infos, for example). How can I do ? Thanks

1 0

SMTP error
by Emily Flynn 15 Apr '09

15 Apr '09

Hi, I'm setting up OTRS with a system email account that is a lotus account. I'm quite sure I have the right settings in place in the sendmail module, but when I try to send a mail using the admin notification tool, I keep on getting this error. Does anyone have any suggestions on what I should do? Thanks Emily Error: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug f[..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Apr 15 14:24:10 2009 Message: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug for more info! Traceback (3728): Module: Kernel::System::Email::SMTP::Send (v1.21.2.2) Line: 102 Module: Kernel::System::Email::Send (v1.45) Line: 553 Module: Kernel::Modules::AdminEmail::Run (v1.29) Line: 111 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 50 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 ----- Forwarded by Emily Flynn/ZB/Ireland/Zurich on 15/04/2009 14:21 ----- Emily Flynn/ZB/Ireland/Zurich 14/04/2009 15:16 To otrs(a)otrs.org cc Subject Lotus SendmailModule settings Hi, I'm trying to figure out how to configure OTRS with a Lotus mail account - I've set it up before with standard mail (e.g. Outlook), but I'm not sure how to enter Lotus settings.. what format should I enter in the following boxes?: SendmailModule::Host SendmailModule:AuthUser Thanks a million Kind Regards, Emily

2 2

Generating customized reports
by Roshan R Hegde 15 Apr '09

15 Apr '09

How can i generate a custom report or a custom excel page in OTRS? -- With Regards Roshan R Hegde

4 5

OTRS Warning messages
by sumeet jain 15 Apr '09

15 Apr '09

Hello Everyone, I have been getting this warning message in Linux System messages continuously and even in error messages of OTRS. Its flodding every second such messages. I have not been able to figure out the exact cause of this. Would be thankful if anyone has any idea over this. internal OTRS-CGI-10[32019]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user id: '1'!!! Warm Regards, Sumeet C Jain

1 0

few questions
by sander vink 15 Apr '09

15 Apr '09

Hello All! I've a few questions. What do people mean by CMDB? Why is there a function for lock and unlock a ticket? And how to use it? Thanks for all of your support! Kind regards, Sander

3 2

Lotus SendmailModule settings
by Emily Flynn 14 Apr '09

14 Apr '09

Hi, I'm trying to figure out how to configure OTRS with a Lotus mail account - I've set it up before with standard mail (e.g. Outlook), but I'm not sure how to enter Lotus settings.. what format should I enter in the following boxes?: SendmailModule::Host SendmailModule:AuthUser Thanks a million Kind Regards, Emily

1 0

Spam and Foreign Character Sets
by Jeff MacDonald 14 Apr '09

14 Apr '09

Hi, OTRS seems to get hung up occasionally on emails with foreign character sets. When this happens, the postmaster will continue to fetch the messages over and over, essentially filling up our queues with junk. This is the error message I get: POP3: Message 4/4 (support(a)equipmentsearch.com/dns2.suite2101.com) Wide character in print at /usr/local/otrs/Kernel/System/Log/File.pm line 67. Wide character in subroutine entry at (eval 61) line 1. Here's line 67 [the print line] elsif ( $Param{Priority} =~ /notice/i ) { print $FH "[Notice][$Param{Module}] $Param{Message}\n"; } And here are untouched copies of the messages from my mail queue: http://dns2.suite2101.com/~jeff/ You can see the charset = koi8-r Thoughts? Jeff -- Jeff MacDonald jeff(a)interchange.ca

1 0

how to list FAQ public order by name?
by yangpj 14 Apr '09

14 Apr '09

hello everyone~ I update our otrs to 2.3.4 and FAQ to 1.5.4, and the FAQ category and subcategory list for public( http **/otrs/public.pl) is not in order , what can I do to disply the category order by category name just like in the angent mode? or where is the code that I can modify ? thanks a lot~ ------------- Best regards smile_yang

1 0

otrs configuration fedora 9
by sander vink 12 Apr '09

12 Apr '09

Hi all! I started to configure otrs on a fedora 9 core. In the admin section, on the support assessment, I've 3 critial things on the webserver: Webserver: Check if the system use Apache::DBI. Apache::DBI should be used to get a better performance (pre establish database connections). Critical Check if the system use Apache::Reload/Apache2::Reload. You should use Apache::Reload or Apache2::Reload to increase your performance. Critical Check used mod_perl version. You should use mod_perl to increase your performance. Critical So, how to install/configure: Apache::DBI Apache::Reload mod_perl Thanks all! kind regards, Sander

2 1

Lock ticket after its creation
by Ronaldo Richieri 11 Apr '09

11 Apr '09

Hi! I tried to find how to lock a ticket after it is create to the creator agent. It seems to be simple but I could not discover where can I do this. Does anyone knows how to do it? Thanks :-) -- Ronaldo Richieri (15) 8818-2009

1 0

Merged state
by Marc Lecocq 10 Apr '09

10 Apr '09

Hi, When I merge two tickets, everything is ok (mails, etc.) but I don't see no more the merged ticket in my queue If I search in customer's tickets I find it (assigned within my queue ).. What to do to show it in my queue as open state tickets ? Thanks, ?????

1 0

Re: [otrs] Ticket Owner
by Riccardo 10 Apr '09

10 Apr '09

> > > Hooman Mesgary > Mon, 07 Jul 2008 07:00:56 -0700 > > Hi, > When a customer add a new ticket, the system set the owner to > '[EMAIL PROTECTED]'. what should I do to change it to the customer? > I mean: I want otrs set the owner of every ticket to the customer who made > that ticket, not the [EMAIL PROTECTED] > Regards, > -Hooman > > > -- > http://mesgary.com > Have you found any solution????

1 0

Mix funcionality of Customer Inteface and Agent Interface
by Riccardo 10 Apr '09

10 Apr '09

Hi, I'd like to use one command of Agent Interface in the Customer Interface. What I'd like to make is allow a Customer to manage a ticket. So what I need is to allow a costumer to have access to TicketQueue or manage a ticket acting as an Agent. Is there anyone who can help me? Thanks

2 4

Problem with æ ø å
by A W 10 Apr '09

10 Apr '09

Hi, My OTRS system will not show the letter Æ Ø Å in email message that coming in. How can I fix this?

2 1

Questions regarding the calendar
by Jeremy Adams 09 Apr '09

09 Apr '09

Our calendar works, but how do I make the thing show Sat. and Sun.? Also both the Today and 5 Day buttons show the same calendar, the 5 Day one, how does one change this and add a 7 Day and Month? Thanks Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

2 2

Auto CC
by Hiren Joshi 09 Apr '09

09 Apr '09

Hello all, I migrated from 2.2.6 to 2.3.4 on another system. The 'cc' field now seems to be auto filled with the OTRS email so when an agent replies it sends the email to OTRS and an extra reply gets added to the ticket (ie, it email itself). Can anyone tell me where I can find the config parameter to stop this from happening? Thanks, Josh.

2 2

Best OS for otrs
by sander vink 09 Apr '09

09 Apr '09

hi all! Which operating system is the best to run OTRS? I like a very fast OTRS! Thanks all! Kind regards, Sander

2 1

PDF font configuration
by Diego Giardinetto 09 Apr '09

09 Apr '09

Hi, installing otrs, i have a problem with pdf table report: characters have lot of distance between each one. Any idea? Thx, Diego -- Diego Giardinetto Junior SysAdmin @ ZephirWorks email: diego.giardinetto<at>zephirworks.com mobile: +39 328 06 81 489

1 0

Re: [otrs] otrs Digest, Vol 7, Issue 27
by Brent Botha 09 Apr '09

09 Apr '09

This what I have Return-Path: <xxx.xxx.xxx.xxx> Received: from relay1.internext.co.za ([xxx.xxx.xxx.xxxx]) by nxt.dsl.internext.co.za (8.14.1/8.14.2) with ESMTP id n39BNvr8010624 (version=TLSv1/SSLv3 cipher=DHE-RSA-AES256-SHA bits=256 verify=FAIL) for <brent(a)nxtnow.co.za>; Thu, 9 Apr 2009 13:24:03 +0200 Received: from isdus-2.internext.co.za (isdus-2.internext.co.za [70.86.141.66]) by relay1.internext.co.za (8.14.1/8.14.1) with ESMTP id n39BNpfX016485 for <brent(a)nxtnow.co.za>; Thu, 9 Apr 2009 13:23:51 +0200 Received: from isdus-2.internext.co.za (lt [xxx.xxx.xxx.xxx]) by isdus-2.internext.co.za (8.14.3/8.14.3) with ESMTP id n39BNq0e014714 for <brent(a)nxtnow.co.za>; Thu, 9 Apr 2009 13:23:52 +0200 Received: (from root@localhost) by isdus-2.internext.co.za (8.14.3/8.14.3/Submit) id n39BNqi9014712 for brent(a)nxtnow.co.za; Thu, 9 Apr 2009 13:23:52 +0200 Received: from localhost.localdomain (localhost.localdomain [127.0.0.1]) by localhost.localdomain (8.13.8/8.13.8) with ESMTP id n399e2E2016490 for <brent(a)nxtnow.co.za>; Thu, 9 Apr 2009 11:40:02 +0200 Received: (from apache@localhost) by localhost.localdomain (8.13.8/8.13.8/Submit) id n399e2n1016489 for brent(a)nxtnow.co.za; Thu, 9 Apr 2009 11:40:02 +0200 X-Authentication-Warning: localhost.localdomain: apache set sender to <> using -f Content-Type: text/plain; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: quoted-printable MIME-Version: 1.0 Subject: Re: [Ticket#2009040710000016] New State "closed successful"! X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (2.3.4) Date: Thu, 9 Apr 2009 11:40:02 +0200 X-Loop: yes Message-ID: <1239270002.655090.962471289.9.2(a)nxtnow.co.za> To: brent(a)nxtnow.co.za From: OTRS System <otrs(a)nxtnow.co.za> X-Spam-Score-ISDUS-2: 0 (0) RECIPIENT_EXPLICITLY_EXEMPTED X-Scanned-By: MIMEDefang 2.63 on xxx.xxx.xxx.xxx X-Scanned-By: MIMEDefang 2.61 on xxx.xxx.xxx.xx -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 09 April 2009 03:37 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 7, Issue 27 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: otrs Digest, Vol 7, Issue 24 (Marco Vannini) ---------------------------------------------------------------------- Message: 1 Date: Thu, 9 Apr 2009 15:36:33 +0200 From: Marco Vannini <marco.vannini(a)gmail.com> Subject: Re: [otrs] otrs Digest, Vol 7, Issue 24 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <7bd09e660904090636q1208f08cpc8cf8106fb58fc9d(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 If you are using outlook, selecting a message and clicking with the right button there is "Message Options...". It opens a windows where you can find something like: Microsoft Mail Internet Headers Version 2.0 Received: from MIEXC04 ([xxxx]) by MIEXC06.xxxxh Microsoft SMTPSVC(5.0.2195.6713); Thu, 9 Apr 2009 14:42:55 +0200 Received: from rmexc03.xxxx ([xxxxx]) by MIEXC04.xxxx with Microsoft SMTPSVC(5.0.2195.6713); Thu, 9 Apr 2009 14:42:54 +0200 Received: from RMEXC02.xxxx ([xxxx]) by rmexc03.xxxx with Microsoft SMTPSVC(5.0.2195.6713); Thu, 9 Apr 2009 14:42:52 +0200 X-MimeOLE: Produced By Microsoft Exchange V6.0.6603.0 content-class: urn:content-classes:message MIME-Version: 1.0 Content-Type: multipart/mixed; boundary="----_=_NextPart_001_01C9B910.B1982084" [...] This message, in this case, tooks 3 sec to reach me (or at least the server where I pop3 it) On Thu, Apr 9, 2009 at 3:27 PM, Brent Botha <brent(a)nxtnow.co.za> wrote: > Ok where would or should I say can I find the raw data you are speaking of?? > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > otrs-request(a)otrs.org > Sent: 09 April 2009 03:22 PM > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 7, Issue 24 > > Send otrs mailing list submissions to > ? ? ? ?otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > ? ? ? ?http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > ? ? ? ?otrs-request(a)otrs.org > > You can reach the person managing the list at > ? ? ? ?otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > ? 1. Re: ?otrs Digest, Vol 7, Issue 22 (Marco Vannini) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 9 Apr 2009 15:21:09 +0200 > From: Marco Vannini <marco.vannini(a)gmail.com> > Subject: Re: [otrs] otrs Digest, Vol 7, Issue 22 > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > ? ? ? ?<7bd09e660904090621u5f4a2c98s1754785894b055f1(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > As soon as you receive the email (or if you just have one) try to read > the hidden headers (raw data of the email), there you could find where > is spent the time. > > On Thu, Apr 9, 2009 at 3:10 PM, Brent Botha <brent(a)nxtnow.co.za> wrote: >> Using our default Smtp server >> We don't have any problem send mail if send out there maybe a one minute >> delay. >> But OTRS mail are taking up to an hour sometimes before I receive > anything. >> Sent a message to myself after the last post and still waiting >> >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >> otrs-request(a)otrs.org >> Sent: 09 April 2009 03:05 PM >> To: otrs(a)otrs.org >> Subject: otrs Digest, Vol 7, Issue 22 >> >> 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: ?Time delays on Recieving Tickets (Marco Vannini) >> ? 2. Re: ?otrs Digest, Vol 7, Issue 21 (Brent Botha) >> >> >> ---------------------------------------------------------------------- >> >> Message: 1 >> Date: Thu, 9 Apr 2009 14:58:15 +0200 >> From: Marco Vannini <marco.vannini(a)gmail.com> >> Subject: Re: [otrs] Time delays on Recieving Tickets >> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >> Message-ID: >> ? ? ? ?<7bd09e660904090558g6483a130v653c8582bb42be7a(a)mail.gmail.com> >> Content-Type: text/plain; charset=ISO-8859-1 >> >> Postmaster jobs are managed by the crontab. Try to modify (as in >> fedora) /opt/otrs/var/cron/postmaster* >> >> and then >> >> service restart otrs >> >> For the outgoing email depends on what you use (smtp or sendmail or >> other).... >> >> >> >> On Thu, Apr 9, 2009 at 1:37 PM, Brent Botha <brent(a)nxtnow.co.za> wrote: >>> Hello All >>> >>> Im new to OTRS >>> >>> I am having a problem that when I send a ticket to our OTRS system there >> is >>> a delay of say 15 mins before I receive the ticket in my queue. >>> >>> If I go into the Admin console and then into postmaster ?mail account and >>> say run now the message is received right away. >>> >>> >>> >>> There also seems to be a delay in my replies ie. Change of owner or >>> acknowledgement of the ticket number >>> >>> >>> >>> Pleas eany help would be great as I need to present a WORKING TICKET >> SYSTEM >>> ON THE 17TH APRIL. >>> >>> >>> >>> Thanking you in advance >>> >>> >>> >>> Regards >>> >>> Brent Botha >>> >>> Senior System Administrator >>> >>> NXT - A Convergence Innovation Company >>> >>> >>> >>> Office + 27 11 322 3332 >>> >>> Mobile +27 82 375 0887 >>> >>> Skype ID brentbotha >>> >>> Email brent(a)nxtnow.co.za >>> >>> www.nxtnow.co.za >>> >>> >>> >>> Physical Address: Level 6, 3 Sandown Valley Crescent, Sandton >>> >>> This email is intended only for the person to whom it is addressed and/or >>> otherwise authorized personnel. The information contained herein and >>> attached is confidential and the property of The NXT Thing Now (Pty) Ltd. >> If >>> you are not the intended recipient, please be advised that viewing this >>> message and any attachments, as well as copying, forwarding, printing, > and >>> disseminating any information related to this email is prohibited, and >> that >>> you should not take any action based on the content of this email and/or >> its >>> attachments. If you received this message in error, please contact the >>> sender and destroy all copies of this email and any attachment. Please >> note >>> that the views and opinions expressed herein are solely those of the >> author >>> and do not necessarily reflect those of the company. While antivirus >>> protection tools have been employed, you should check this email and >>> attachments for the presence of viruses. No warranties or assurances are >>> made in relation to the safety and content of this email and attachments. >>> The NXT Thing Now (Pty) Ltd. accepts no liability for any damage caused > by >>> any virus transmitted by or contained in this email and attachments. No >>> liability is accepted for any consequences arising from this email. >>> >>> >>> >>> Please consider the environment before printing this email >>> >>> >>> >>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> http://www.otrs.com/en/support/enterprise-subscription/ >>> >> >> >> ------------------------------ >> >> Message: 2 >> Date: Thu, 9 Apr 2009 15:02:13 +0200 >> From: "Brent Botha" <brent(a)nxtnow.co.za> >> Subject: Re: [otrs] otrs Digest, Vol 7, Issue 21 >> To: <otrs(a)otrs.org> >> Message-ID: >> >> > <!&!AAAAAAAAAAAYAAAAAAAAAF5Y7IrMejhDgz9SjWXlLYbCgAAAEAAAAAziWz7TR/9KpHLU98TH >> UwsBAAAAAA==(a)nxtnow.co.za> >> >> Content-Type: text/plain; ? ? ? charset="us-ascii" >> >> Ok thanks guys Postmaster is working but when I close a ticket there is >> still a big delay or if I make any changes >> Any Suggestions >> >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >> otrs-request(a)otrs.org >> Sent: 09 April 2009 02:56 PM >> To: otrs(a)otrs.org >> Subject: otrs Digest, Vol 7, Issue 21 >> >> Send otrs mailing list submissions to >> ? ? ? ?otrs(a)otrs.org >> >> To subscribe or unsubscribe via the World Wide Web, visit >> ? ? ? ?http://lists.otrs.org/cgi-bin/listinfo/otrs >> or, via email, send a message with subject or body 'help' to >> ? ? ? ?otrs-request(a)otrs.org >> >> You can reach the person managing the list at >> ? ? ? ?otrs-owner(a)otrs.org >> >> When replying, please edit your Subject line so it is more specific >> than "Re: Contents of otrs digest..." >> >> >> Today's Topics: >> >> ? 1. Re: ?otrs Digest, Vol 7, Issue 19 (Brent Botha) >> ? 2. Re: ?otrs Digest, Vol 7, Issue 15 (ZAHIR, Feraldi Zahrial) >> ? 3. Re: ?otrs Digest, Vol 7, Issue 20 (Brent Botha) >> ? 4. Re: ?Customer Notifications New Ticket/Closed Ticket >> ? ? ?(Jeremy Adams) >> >> >> ---------------------------------------------------------------------- >> >> Message: 1 >> Date: Thu, 9 Apr 2009 14:12:19 +0200 >> From: "Brent Botha" <brent(a)nxtnow.co.za> >> Subject: Re: [otrs] otrs Digest, Vol 7, Issue 19 >> To: <otrs(a)otrs.org> >> Message-ID: >> >> > <!&!AAAAAAAAAAAYAAAAAAAAAF5Y7IrMejhDgz9SjWXlLYbCgAAAEAAAAPQeT3VSbdtBnO54jc1p >> Er4BAAAAAA==(a)nxtnow.co.za> >> >> Content-Type: text/plain; ? ? ? charset="us-ascii" >> >> Centos Linux >> >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >> otrs-request(a)otrs.org >> Sent: 09 April 2009 02:09 PM >> To: otrs(a)otrs.org >> Subject: otrs Digest, Vol 7, Issue 19 >> >> 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: ?Time delays on Recieving Tickets (Frans Stekelenburg) >> >> >> ---------------------------------------------------------------------- >> >> Message: 1 >> Date: Thu, 9 Apr 2009 14:08:23 +0200 >> From: Frans Stekelenburg <frans.stekelenburg(a)netdialog.eu> >> Subject: Re: [otrs] Time delays on Recieving Tickets >> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >> Message-ID: >> ? ? ? ?<67676E1DE2B4EF4EB1AC8C4AD059482F08C222EE(a)EX-BE-001.ASP.IS.NL> >> Content-Type: text/plain; charset="us-ascii" >> >> Unix or windows? >> >> >> >> Postmaster function (script) ?is called from a scheduled command. On >> unix in cron. By default every 10 minutes. >> >> >> >> gr, >> >> Frans >> >> >> >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >> Brent Botha >> Sent: donderdag 9 april 2009 13:38 >> To: otrs(a)otrs.org >> Subject: [otrs] Time delays on Recieving Tickets >> >> >> >> Hello All >> >> Im new to OTRS >> >> I am having a problem that when I send a ticket to our OTRS system there >> is a delay of say 15 mins before I receive the ticket in my queue. >> >> If I go into the Admin console and then into postmaster ?mail account >> and ?say run now the message is received right away. >> >> >> >> There also seems to be a delay in my replies ie. Change of owner or >> acknowledgement of the ticket number >> >> >> >> Pleas eany help would be great as I need to present a WORKING TICKET >> SYSTEM ON THE 17TH APRIL. >> >> >> >> Thanking you in advance >> >> >> >> Regards >> >> Brent Botha >> >> Senior System Administrator >> >> NXT - A Convergence Innovation Company >> >> >> >> Office + 27 11 322 3332 >> >> Mobile +27 82 375 0887 >> >> Skype ID brentbotha >> >> Email brent(a)nxtnow.co.za >> >> www.nxtnow.co.za >> >> >> >> Physical Address: Level 6, 3 Sandown Valley Crescent, Sandton >> >> This email is intended only for the person to whom it is addressed >> and/or otherwise authorized personnel. The information contained herein >> and attached is confidential and the property of The NXT Thing Now (Pty) >> Ltd. If you are not the intended recipient, please be advised that >> viewing this message and any attachments, as well as copying, >> forwarding, printing, and disseminating any information related to this >> email is prohibited, and that you should not take any action based on >> the content of this email and/or its attachments. If you received this >> message in error, please contact the sender and destroy all copies of >> this email and any attachment. Please note that the views and opinions >> expressed herein are solely those of the author and do not necessarily >> reflect those of the company. While antivirus protection tools have been >> employed, you should check this email and attachments for the presence >> of viruses. No warranties or assurances are made in relation to the >> safety and content of this email and attachments. The NXT Thing Now >> (Pty) Ltd. accepts no liability for any damage caused by any virus >> transmitted by or contained in this email and attachments. No liability >> is accepted for any consequences arising from this email. >> >> >> >> Please consider the environment before printing this email >> <http://www.passport.panda.org/> >> >> >> >> >> >>

2 1

Re: [otrs] otrs Digest, Vol 7, Issue 22
by Brent Botha 09 Apr '09

09 Apr '09

Using our default Smtp server We don't have any problem send mail if send out there maybe a one minute delay. But OTRS mail are taking up to an hour sometimes before I receive anything. Sent a message to myself after the last post and still waiting -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 09 April 2009 03:05 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 7, Issue 22 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: Time delays on Recieving Tickets (Marco Vannini) 2. Re: otrs Digest, Vol 7, Issue 21 (Brent Botha) ---------------------------------------------------------------------- Message: 1 Date: Thu, 9 Apr 2009 14:58:15 +0200 From: Marco Vannini <marco.vannini(a)gmail.com> Subject: Re: [otrs] Time delays on Recieving Tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <7bd09e660904090558g6483a130v653c8582bb42be7a(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Postmaster jobs are managed by the crontab. Try to modify (as in fedora) /opt/otrs/var/cron/postmaster* and then service restart otrs For the outgoing email depends on what you use (smtp or sendmail or other).... On Thu, Apr 9, 2009 at 1:37 PM, Brent Botha <brent(a)nxtnow.co.za> wrote: > Hello All > > Im new to OTRS > > I am having a problem that when I send a ticket to our OTRS system there is > a delay of say 15 mins before I receive the ticket in my queue. > > If I go into the Admin console and then into postmaster ?mail account and > say run now the message is received right away. > > > > There also seems to be a delay in my replies ie. Change of owner or > acknowledgement of the ticket number > > > > Pleas eany help would be great as I need to present a WORKING TICKET SYSTEM > ON THE 17TH APRIL. > > > > Thanking you in advance > > > > Regards > > Brent Botha > > Senior System Administrator > > NXT - A Convergence Innovation Company > > > > Office + 27 11 322 3332 > > Mobile +27 82 375 0887 > > Skype ID brentbotha > > Email brent(a)nxtnow.co.za > > www.nxtnow.co.za > > > > Physical Address: Level 6, 3 Sandown Valley Crescent, Sandton > > This email is intended only for the person to whom it is addressed and/or > otherwise authorized personnel. The information contained herein and > attached is confidential and the property of The NXT Thing Now (Pty) Ltd. If > you are not the intended recipient, please be advised that viewing this > message and any attachments, as well as copying, forwarding, printing, and > disseminating any information related to this email is prohibited, and that > you should not take any action based on the content of this email and/or its > attachments. If you received this message in error, please contact the > sender and destroy all copies of this email and any attachment. Please note > that the views and opinions expressed herein are solely those of the author > and do not necessarily reflect those of the company. While antivirus > protection tools have been employed, you should check this email and > attachments for the presence of viruses. No warranties or assurances are > made in relation to the safety and content of this email and attachments. > The NXT Thing Now (Pty) Ltd. accepts no liability for any damage caused by > any virus transmitted by or contained in this email and attachments. No > liability is accepted for any consequences arising from this email. > > > > Please consider the environment before printing this email > > > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > ------------------------------ Message: 2 Date: Thu, 9 Apr 2009 15:02:13 +0200 From: "Brent Botha" <brent(a)nxtnow.co.za> Subject: Re: [otrs] otrs Digest, Vol 7, Issue 21 To: <otrs(a)otrs.org> Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAAF5Y7IrMejhDgz9SjWXlLYbCgAAAEAAAAAziWz7TR/9KpHLU98TH UwsBAAAAAA==(a)nxtnow.co.za> Content-Type: text/plain; charset="us-ascii" Ok thanks guys Postmaster is working but when I close a ticket there is still a big delay or if I make any changes Any Suggestions -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 09 April 2009 02:56 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 7, Issue 21 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: otrs Digest, Vol 7, Issue 19 (Brent Botha) 2. Re: otrs Digest, Vol 7, Issue 15 (ZAHIR, Feraldi Zahrial) 3. Re: otrs Digest, Vol 7, Issue 20 (Brent Botha) 4. Re: Customer Notifications New Ticket/Closed Ticket (Jeremy Adams) ---------------------------------------------------------------------- Message: 1 Date: Thu, 9 Apr 2009 14:12:19 +0200 From: "Brent Botha" <brent(a)nxtnow.co.za> Subject: Re: [otrs] otrs Digest, Vol 7, Issue 19 To: <otrs(a)otrs.org> Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAAF5Y7IrMejhDgz9SjWXlLYbCgAAAEAAAAPQeT3VSbdtBnO54jc1p Er4BAAAAAA==(a)nxtnow.co.za> Content-Type: text/plain; charset="us-ascii" Centos Linux -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 09 April 2009 02:09 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 7, Issue 19 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: Time delays on Recieving Tickets (Frans Stekelenburg) ---------------------------------------------------------------------- Message: 1 Date: Thu, 9 Apr 2009 14:08:23 +0200 From: Frans Stekelenburg <frans.stekelenburg(a)netdialog.eu> Subject: Re: [otrs] Time delays on Recieving Tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <67676E1DE2B4EF4EB1AC8C4AD059482F08C222EE(a)EX-BE-001.ASP.IS.NL> Content-Type: text/plain; charset="us-ascii" Unix or windows? Postmaster function (script) is called from a scheduled command. On unix in cron. By default every 10 minutes. gr, Frans From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brent Botha Sent: donderdag 9 april 2009 13:38 To: otrs(a)otrs.org Subject: [otrs] Time delays on Recieving Tickets Hello All Im new to OTRS I am having a problem that when I send a ticket to our OTRS system there is a delay of say 15 mins before I receive the ticket in my queue. If I go into the Admin console and then into postmaster mail account and say run now the message is received right away. There also seems to be a delay in my replies ie. Change of owner or acknowledgement of the ticket number Pleas eany help would be great as I need to present a WORKING TICKET SYSTEM ON THE 17TH APRIL. Thanking you in advance Regards Brent Botha Senior System Administrator NXT - A Convergence Innovation Company Office + 27 11 322 3332 Mobile +27 82 375 0887 Skype ID brentbotha Email brent(a)nxtnow.co.za www.nxtnow.co.za Physical Address: Level 6, 3 Sandown Valley Crescent, Sandton This email is intended only for the person to whom it is addressed and/or otherwise authorized personnel. The information contained herein and attached is confidential and the property of The NXT Thing Now (Pty) Ltd. If you are not the intended recipient, please be advised that viewing this message and any attachments, as well as copying, forwarding, printing, and disseminating any information related to this email is prohibited, and that you should not take any action based on the content of this email and/or its attachments. If you received this message in error, please contact the sender and destroy all copies of this email and any attachment. Please note that the views and opinions expressed herein are solely those of the author and do not necessarily reflect those of the company. While antivirus protection tools have been employed, you should check this email and attachments for the presence of viruses. No warranties or assurances are made in relation to the safety and content of this email and attachments. The NXT Thing Now (Pty) Ltd. accepts no liability for any damage caused by any virus transmitted by or contained in this email and attachments. No liability is accepted for any consequences arising from this email. Please consider the environment before printing this email <http://www.passport.panda.org/>

3 2

Re: [otrs] otrs Digest, Vol 7, Issue 24
by Brent Botha 09 Apr '09

09 Apr '09

Ok where would or should I say can I find the raw data you are speaking of?? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 09 April 2009 03:22 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 7, Issue 24 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: otrs Digest, Vol 7, Issue 22 (Marco Vannini) ---------------------------------------------------------------------- Message: 1 Date: Thu, 9 Apr 2009 15:21:09 +0200 From: Marco Vannini <marco.vannini(a)gmail.com> Subject: Re: [otrs] otrs Digest, Vol 7, Issue 22 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <7bd09e660904090621u5f4a2c98s1754785894b055f1(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 As soon as you receive the email (or if you just have one) try to read the hidden headers (raw data of the email), there you could find where is spent the time. On Thu, Apr 9, 2009 at 3:10 PM, Brent Botha <brent(a)nxtnow.co.za> wrote: > Using our default Smtp server > We don't have any problem send mail if send out there maybe a one minute > delay. > But OTRS mail are taking up to an hour sometimes before I receive anything. > Sent a message to myself after the last post and still waiting > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > otrs-request(a)otrs.org > Sent: 09 April 2009 03:05 PM > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 7, Issue 22 > > 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: ?Time delays on Recieving Tickets (Marco Vannini) > ? 2. Re: ?otrs Digest, Vol 7, Issue 21 (Brent Botha) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 9 Apr 2009 14:58:15 +0200 > From: Marco Vannini <marco.vannini(a)gmail.com> > Subject: Re: [otrs] Time delays on Recieving Tickets > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > ? ? ? ?<7bd09e660904090558g6483a130v653c8582bb42be7a(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > Postmaster jobs are managed by the crontab. Try to modify (as in > fedora) /opt/otrs/var/cron/postmaster* > > and then > > service restart otrs > > For the outgoing email depends on what you use (smtp or sendmail or > other).... > > > > On Thu, Apr 9, 2009 at 1:37 PM, Brent Botha <brent(a)nxtnow.co.za> wrote: >> Hello All >> >> Im new to OTRS >> >> I am having a problem that when I send a ticket to our OTRS system there > is >> a delay of say 15 mins before I receive the ticket in my queue. >> >> If I go into the Admin console and then into postmaster ?mail account and >> say run now the message is received right away. >> >> >> >> There also seems to be a delay in my replies ie. Change of owner or >> acknowledgement of the ticket number >> >> >> >> Pleas eany help would be great as I need to present a WORKING TICKET > SYSTEM >> ON THE 17TH APRIL. >> >> >> >> Thanking you in advance >> >> >> >> Regards >> >> Brent Botha >> >> Senior System Administrator >> >> NXT - A Convergence Innovation Company >> >> >> >> Office + 27 11 322 3332 >> >> Mobile +27 82 375 0887 >> >> Skype ID brentbotha >> >> Email brent(a)nxtnow.co.za >> >> www.nxtnow.co.za >> >> >> >> Physical Address: Level 6, 3 Sandown Valley Crescent, Sandton >> >> This email is intended only for the person to whom it is addressed and/or >> otherwise authorized personnel. The information contained herein and >> attached is confidential and the property of The NXT Thing Now (Pty) Ltd. > If >> you are not the intended recipient, please be advised that viewing this >> message and any attachments, as well as copying, forwarding, printing, and >> disseminating any information related to this email is prohibited, and > that >> you should not take any action based on the content of this email and/or > its >> attachments. If you received this message in error, please contact the >> sender and destroy all copies of this email and any attachment. Please > note >> that the views and opinions expressed herein are solely those of the > author >> and do not necessarily reflect those of the company. While antivirus >> protection tools have been employed, you should check this email and >> attachments for the presence of viruses. No warranties or assurances are >> made in relation to the safety and content of this email and attachments. >> The NXT Thing Now (Pty) Ltd. accepts no liability for any damage caused by >> any virus transmitted by or contained in this email and attachments. No >> liability is accepted for any consequences arising from this email. >> >> >> >> Please consider the environment before printing this email >> >> >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > ------------------------------ > > Message: 2 > Date: Thu, 9 Apr 2009 15:02:13 +0200 > From: "Brent Botha" <brent(a)nxtnow.co.za> > Subject: Re: [otrs] otrs Digest, Vol 7, Issue 21 > To: <otrs(a)otrs.org> > Message-ID: > > <!&!AAAAAAAAAAAYAAAAAAAAAF5Y7IrMejhDgz9SjWXlLYbCgAAAEAAAAAziWz7TR/9KpHLU98TH > UwsBAAAAAA==(a)nxtnow.co.za> > > Content-Type: text/plain; ? ? ? charset="us-ascii" > > Ok thanks guys Postmaster is working but when I close a ticket there is > still a big delay or if I make any changes > Any Suggestions > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > otrs-request(a)otrs.org > Sent: 09 April 2009 02:56 PM > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 7, Issue 21 > > Send otrs mailing list submissions to > ? ? ? ?otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > ? ? ? ?http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > ? ? ? ?otrs-request(a)otrs.org > > You can reach the person managing the list at > ? ? ? ?otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > ? 1. Re: ?otrs Digest, Vol 7, Issue 19 (Brent Botha) > ? 2. Re: ?otrs Digest, Vol 7, Issue 15 (ZAHIR, Feraldi Zahrial) > ? 3. Re: ?otrs Digest, Vol 7, Issue 20 (Brent Botha) > ? 4. Re: ?Customer Notifications New Ticket/Closed Ticket > ? ? ?(Jeremy Adams) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 9 Apr 2009 14:12:19 +0200 > From: "Brent Botha" <brent(a)nxtnow.co.za> > Subject: Re: [otrs] otrs Digest, Vol 7, Issue 19 > To: <otrs(a)otrs.org> > Message-ID: > > <!&!AAAAAAAAAAAYAAAAAAAAAF5Y7IrMejhDgz9SjWXlLYbCgAAAEAAAAPQeT3VSbdtBnO54jc1p > Er4BAAAAAA==(a)nxtnow.co.za> > > Content-Type: text/plain; ? ? ? charset="us-ascii" > > Centos Linux > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > otrs-request(a)otrs.org > Sent: 09 April 2009 02:09 PM > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 7, Issue 19 > > 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: ?Time delays on Recieving Tickets (Frans Stekelenburg) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 9 Apr 2009 14:08:23 +0200 > From: Frans Stekelenburg <frans.stekelenburg(a)netdialog.eu> > Subject: Re: [otrs] Time delays on Recieving Tickets > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > ? ? ? ?<67676E1DE2B4EF4EB1AC8C4AD059482F08C222EE(a)EX-BE-001.ASP.IS.NL> > Content-Type: text/plain; charset="us-ascii" > > Unix or windows? > > > > Postmaster function (script) ?is called from a scheduled command. On > unix in cron. By default every 10 minutes. > > > > gr, > > Frans > > > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Brent Botha > Sent: donderdag 9 april 2009 13:38 > To: otrs(a)otrs.org > Subject: [otrs] Time delays on Recieving Tickets > > > > Hello All > > Im new to OTRS > > I am having a problem that when I send a ticket to our OTRS system there > is a delay of say 15 mins before I receive the ticket in my queue. > > If I go into the Admin console and then into postmaster ?mail account > and ?say run now the message is received right away. > > > > There also seems to be a delay in my replies ie. Change of owner or > acknowledgement of the ticket number > > > > Pleas eany help would be great as I need to present a WORKING TICKET > SYSTEM ON THE 17TH APRIL. > > > > Thanking you in advance > > > > Regards > > Brent Botha > > Senior System Administrator > > NXT - A Convergence Innovation Company > > > > Office + 27 11 322 3332 > > Mobile +27 82 375 0887 > > Skype ID brentbotha > > Email brent(a)nxtnow.co.za > > www.nxtnow.co.za > > > > Physical Address: Level 6, 3 Sandown Valley Crescent, Sandton > > This email is intended only for the person to whom it is addressed > and/or otherwise authorized personnel. The information contained herein > and attached is confidential and the property of The NXT Thing Now (Pty) > Ltd. If you are not the intended recipient, please be advised that > viewing this message and any attachments, as well as copying, > forwarding, printing, and disseminating any information related to this > email is prohibited, and that you should not take any action based on > the content of this email and/or its attachments. If you received this > message in error, please contact the sender and destroy all copies of > this email and any attachment. Please note that the views and opinions > expressed herein are solely those of the author and do not necessarily > reflect those of the company. While antivirus protection tools have been > employed, you should check this email and attachments for the presence > of viruses. No warranties or assurances are made in relation to the > safety and content of this email and attachments. The NXT Thing Now > (Pty) Ltd. accepts no liability for any damage caused by any virus > transmitted by or contained in this email and attachments. No liability > is accepted for any consequences arising from this email. > > > > Please consider the environment before printing this email > <http://www.passport.panda.org/> > > > > > >

2 1

Re: [otrs] otrs Digest, Vol 7, Issue 25 (Time delays on Recieving Tickets )
by Brent Botha 09 Apr '09

09 Apr '09

Ok where would or should I say can I find the raw data you are speaking of?? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 09 April 2009 03:30 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 7, Issue 25 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: otrs Digest, Vol 7, Issue 24 (Brent Botha) ---------------------------------------------------------------------- Message: 1 Date: Thu, 9 Apr 2009 15:27:25 +0200 From: "Brent Botha" <brent(a)nxtnow.co.za> Subject: Re: [otrs] otrs Digest, Vol 7, Issue 24 To: <otrs(a)otrs.org> Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAAF5Y7IrMejhDgz9SjWXlLYbCgAAAEAAAANbbZ6SWd7dLjOqVorNU t10BAAAAAA==(a)nxtnow.co.za> Content-Type: text/plain; charset="us-ascii" Ok where would or should I say can I find the raw data you are speaking of?? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 09 April 2009 03:22 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 7, Issue 24 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: otrs Digest, Vol 7, Issue 22 (Marco Vannini) ---------------------------------------------------------------------- Message: 1 Date: Thu, 9 Apr 2009 15:21:09 +0200 From: Marco Vannini <marco.vannini(a)gmail.com> Subject: Re: [otrs] otrs Digest, Vol 7, Issue 22 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <7bd09e660904090621u5f4a2c98s1754785894b055f1(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 As soon as you receive the email (or if you just have one) try to read the hidden headers (raw data of the email), there you could find where is spent the time. On Thu, Apr 9, 2009 at 3:10 PM, Brent Botha <brent(a)nxtnow.co.za> wrote: > Using our default Smtp server > We don't have any problem send mail if send out there maybe a one minute > delay. > But OTRS mail are taking up to an hour sometimes before I receive anything. > Sent a message to myself after the last post and still waiting > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > otrs-request(a)otrs.org > Sent: 09 April 2009 03:05 PM > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 7, Issue 22 > > 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: ?Time delays on Recieving Tickets (Marco Vannini) > ? 2. Re: ?otrs Digest, Vol 7, Issue 21 (Brent Botha) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 9 Apr 2009 14:58:15 +0200 > From: Marco Vannini <marco.vannini(a)gmail.com> > Subject: Re: [otrs] Time delays on Recieving Tickets > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > ? ? ? ?<7bd09e660904090558g6483a130v653c8582bb42be7a(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > Postmaster jobs are managed by the crontab. Try to modify (as in > fedora) /opt/otrs/var/cron/postmaster* > > and then > > service restart otrs > > For the outgoing email depends on what you use (smtp or sendmail or > other).... > > > > On Thu, Apr 9, 2009 at 1:37 PM, Brent Botha <brent(a)nxtnow.co.za> wrote: >> Hello All >> >> Im new to OTRS >> >> I am having a problem that when I send a ticket to our OTRS system there > is >> a delay of say 15 mins before I receive the ticket in my queue. >> >> If I go into the Admin console and then into postmaster ?mail account and >> say run now the message is received right away. >> >> >> >> There also seems to be a delay in my replies ie. Change of owner or >> acknowledgement of the ticket number >> >> >> >> Pleas eany help would be great as I need to present a WORKING TICKET > SYSTEM >> ON THE 17TH APRIL. >> >> >> >> Thanking you in advance >> >> >> >> Regards >> >> Brent Botha >> >> Senior System Administrator >> >> NXT - A Convergence Innovation Company >> >> >> >> Office + 27 11 322 3332 >> >> Mobile +27 82 375 0887 >> >> Skype ID brentbotha >> >> Email brent(a)nxtnow.co.za >> >> www.nxtnow.co.za >> >> >> >> Physical Address: Level 6, 3 Sandown Valley Crescent, Sandton >> >> This email is intended only for the person to whom it is addressed and/or >> otherwise authorized personnel. The information contained herein and >> attached is confidential and the property of The NXT Thing Now (Pty) Ltd. > If >> you are not the intended recipient, please be advised that viewing this >> message and any attachments, as well as copying, forwarding, printing, and >> disseminating any information related to this email is prohibited, and > that >> you should not take any action based on the content of this email and/or > its >> attachments. If you received this message in error, please contact the >> sender and destroy all copies of this email and any attachment. Please > note >> that the views and opinions expressed herein are solely those of the > author >> and do not necessarily reflect those of the company. While antivirus >> protection tools have been employed, you should check this email and >> attachments for the presence of viruses. No warranties or assurances are >> made in relation to the safety and content of this email and attachments. >> The NXT Thing Now (Pty) Ltd. accepts no liability for any damage caused by >> any virus transmitted by or contained in this email and attachments. No >> liability is accepted for any consequences arising from this email. >> >> >> >> Please consider the environment before printing this email >> >> >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > ------------------------------ > > Message: 2 > Date: Thu, 9 Apr 2009 15:02:13 +0200 > From: "Brent Botha" <brent(a)nxtnow.co.za> > Subject: Re: [otrs] otrs Digest, Vol 7, Issue 21 > To: <otrs(a)otrs.org> > Message-ID: > > <!&!AAAAAAAAAAAYAAAAAAAAAF5Y7IrMejhDgz9SjWXlLYbCgAAAEAAAAAziWz7TR/9KpHLU98TH > UwsBAAAAAA==(a)nxtnow.co.za> > > Content-Type: text/plain; ? ? ? charset="us-ascii" > > Ok thanks guys Postmaster is working but when I close a ticket there is > still a big delay or if I make any changes > Any Suggestions > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > otrs-request(a)otrs.org > Sent: 09 April 2009 02:56 PM > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 7, Issue 21 > > Send otrs mailing list submissions to > ? ? ? ?otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > ? ? ? ?http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > ? ? ? ?otrs-request(a)otrs.org > > You can reach the person managing the list at > ? ? ? ?otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > ? 1. Re: ?otrs Digest, Vol 7, Issue 19 (Brent Botha) > ? 2. Re: ?otrs Digest, Vol 7, Issue 15 (ZAHIR, Feraldi Zahrial) > ? 3. Re: ?otrs Digest, Vol 7, Issue 20 (Brent Botha) > ? 4. Re: ?Customer Notifications New Ticket/Closed Ticket > ? ? ?(Jeremy Adams) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 9 Apr 2009 14:12:19 +0200 > From: "Brent Botha" <brent(a)nxtnow.co.za> > Subject: Re: [otrs] otrs Digest, Vol 7, Issue 19 > To: <otrs(a)otrs.org> > Message-ID: > > <!&!AAAAAAAAAAAYAAAAAAAAAF5Y7IrMejhDgz9SjWXlLYbCgAAAEAAAAPQeT3VSbdtBnO54jc1p > Er4BAAAAAA==(a)nxtnow.co.za> > > Content-Type: text/plain; ? ? ? charset="us-ascii" > > Centos Linux > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > otrs-request(a)otrs.org > Sent: 09 April 2009 02:09 PM > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 7, Issue 19 > > 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: ?Time delays on Recieving Tickets (Frans Stekelenburg) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 9 Apr 2009 14:08:23 +0200 > From: Frans Stekelenburg <frans.stekelenburg(a)netdialog.eu> > Subject: Re: [otrs] Time delays on Recieving Tickets > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > ? ? ? ?<67676E1DE2B4EF4EB1AC8C4AD059482F08C222EE(a)EX-BE-001.ASP.IS.NL> > Content-Type: text/plain; charset="us-ascii" > > Unix or windows? > > > > Postmaster function (script) ?is called from a scheduled command. On > unix in cron. By default every 10 minutes. > > > > gr, > > Frans > > > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Brent Botha > Sent: donderdag 9 april 2009 13:38 > To: otrs(a)otrs.org > Subject: [otrs] Time delays on Recieving Tickets > > > > Hello All > > Im new to OTRS > > I am having a problem that when I send a ticket to our OTRS system there > is a delay of say 15 mins before I receive the ticket in my queue. > > If I go into the Admin console and then into postmaster ?mail account > and ?say run now the message is received right away. > > > > There also seems to be a delay in my replies ie. Change of owner or > acknowledgement of the ticket number > > > > Pleas eany help would be great as I need to present a WORKING TICKET > SYSTEM ON THE 17TH APRIL. > > > > Thanking you in advance > > > > Regards > > Brent Botha > > Senior System Administrator > > NXT - A Convergence Innovation Company > > > > Office + 27 11 322 3332 > > Mobile +27 82 375 0887 > > Skype ID brentbotha > > Email brent(a)nxtnow.co.za > > www.nxtnow.co.za > > > > Physical Address: Level 6, 3 Sandown Valley Crescent, Sandton > > This email is intended only for the person to whom it is addressed > and/or otherwise authorized personnel. The information contained herein > and attached is confidential and the property of The NXT Thing Now (Pty) > Ltd. If you are not the intended recipient, please be advised that > viewing this message and any attachments, as well as copying, > forwarding, printing, and disseminating any information related to this > email is prohibited, and that you should not take any action based on > the content of this email and/or its attachments. If you received this > message in error, please contact the sender and destroy all copies of > this email and any attachment. Please note that the views and opinions > expressed herein are solely those of the author and do not necessarily > reflect those of the company. While antivirus protection tools have been > employed, you should check this email and attachments for the presence > of viruses. No warranties or assurances are made in relation to the > safety and content of this email and attachments. The NXT Thing Now > (Pty) Ltd. accepts no liability for any damage caused by any virus > transmitted by or contained in this email and attachments. No liability > is accepted for any consequences arising from this email. > > > > Please consider the environment before printing this email > <http://www.passport.panda.org/> > > > > > >

1 0

Re: [otrs] otrs Digest, Vol 7, Issue 21
by Brent Botha 09 Apr '09

09 Apr '09

Ok thanks guys Postmaster is working but when I close a ticket there is still a big delay or if I make any changes Any Suggestions -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 09 April 2009 02:56 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 7, Issue 21 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: otrs Digest, Vol 7, Issue 19 (Brent Botha) 2. Re: otrs Digest, Vol 7, Issue 15 (ZAHIR, Feraldi Zahrial) 3. Re: otrs Digest, Vol 7, Issue 20 (Brent Botha) 4. Re: Customer Notifications New Ticket/Closed Ticket (Jeremy Adams) ---------------------------------------------------------------------- Message: 1 Date: Thu, 9 Apr 2009 14:12:19 +0200 From: "Brent Botha" <brent(a)nxtnow.co.za> Subject: Re: [otrs] otrs Digest, Vol 7, Issue 19 To: <otrs(a)otrs.org> Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAAF5Y7IrMejhDgz9SjWXlLYbCgAAAEAAAAPQeT3VSbdtBnO54jc1p Er4BAAAAAA==(a)nxtnow.co.za> Content-Type: text/plain; charset="us-ascii" Centos Linux -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 09 April 2009 02:09 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 7, Issue 19 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: Time delays on Recieving Tickets (Frans Stekelenburg) ---------------------------------------------------------------------- Message: 1 Date: Thu, 9 Apr 2009 14:08:23 +0200 From: Frans Stekelenburg <frans.stekelenburg(a)netdialog.eu> Subject: Re: [otrs] Time delays on Recieving Tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <67676E1DE2B4EF4EB1AC8C4AD059482F08C222EE(a)EX-BE-001.ASP.IS.NL> Content-Type: text/plain; charset="us-ascii" Unix or windows? Postmaster function (script) is called from a scheduled command. On unix in cron. By default every 10 minutes. gr, Frans From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brent Botha Sent: donderdag 9 april 2009 13:38 To: otrs(a)otrs.org Subject: [otrs] Time delays on Recieving Tickets Hello All Im new to OTRS I am having a problem that when I send a ticket to our OTRS system there is a delay of say 15 mins before I receive the ticket in my queue. If I go into the Admin console and then into postmaster mail account and say run now the message is received right away. There also seems to be a delay in my replies ie. Change of owner or acknowledgement of the ticket number Pleas eany help would be great as I need to present a WORKING TICKET SYSTEM ON THE 17TH APRIL. Thanking you in advance Regards Brent Botha Senior System Administrator NXT - A Convergence Innovation Company Office + 27 11 322 3332 Mobile +27 82 375 0887 Skype ID brentbotha Email brent(a)nxtnow.co.za www.nxtnow.co.za Physical Address: Level 6, 3 Sandown Valley Crescent, Sandton This email is intended only for the person to whom it is addressed and/or otherwise authorized personnel. The information contained herein and attached is confidential and the property of The NXT Thing Now (Pty) Ltd. If you are not the intended recipient, please be advised that viewing this message and any attachments, as well as copying, forwarding, printing, and disseminating any information related to this email is prohibited, and that you should not take any action based on the content of this email and/or its attachments. If you received this message in error, please contact the sender and destroy all copies of this email and any attachment. Please note that the views and opinions expressed herein are solely those of the author and do not necessarily reflect those of the company. While antivirus protection tools have been employed, you should check this email and attachments for the presence of viruses. No warranties or assurances are made in relation to the safety and content of this email and attachments. The NXT Thing Now (Pty) Ltd. accepts no liability for any damage caused by any virus transmitted by or contained in this email and attachments. No liability is accepted for any consequences arising from this email. Please consider the environment before printing this email <http://www.passport.panda.org/>

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Time delays on Recieving Tickets
by Brent Botha 09 Apr '09

09 Apr '09

Hello All Im new to OTRS I am having a problem that when I send a ticket to our OTRS system there is a delay of say 15 mins before I receive the ticket in my queue. If I go into the Admin console and then into postmaster mail account and say run now the message is received right away. There also seems to be a delay in my replies ie. Change of owner or acknowledgement of the ticket number Pleas eany help would be great as I need to present a WORKING TICKET SYSTEM ON THE 17TH APRIL. Thanking you in advance Regards Brent Botha Senior System Administrator NXT - A Convergence Innovation Company Office + 27 11 322 3332 Mobile +27 82 375 0887 Skype ID brentbotha Email brent(a)nxtnow.co.za www.nxtnow.co.za image001 image002 Physical Address: Level 6, 3 Sandown Valley Crescent, Sandton This email is intended only for the person to whom it is addressed and/or otherwise authorized personnel. The information contained herein and attached is confidential and the property of The NXT Thing Now (Pty) Ltd. If you are not the intended recipient, please be advised that viewing this message and any attachments, as well as copying, forwarding, printing, and disseminating any information related to this email is prohibited, and that you should not take any action based on the content of this email and/or its attachments. If you received this message in error, please contact the sender and destroy all copies of this email and any attachment. Please note that the views and opinions expressed herein are solely those of the author and do not necessarily reflect those of the company. While antivirus protection tools have been employed, you should check this email and attachments for the presence of viruses. No warranties or assurances are made in relation to the safety and content of this email and attachments. The NXT Thing Now (Pty) Ltd. accepts no liability for any damage caused by any virus transmitted by or contained in this email and attachments. No liability is accepted for any consequences arising from this email. <http://www.passport.panda.org/> Please consider the environment before printing this email

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Re: [otrs] otrs Digest, Vol 7, Issue 15
by ZAHIR, Feraldi Zahrial 09 Apr '09

09 Apr '09

I made some changes on the config.pm thus i need to restart the otrs in order to see the changes. I of course tried restarting httpd and mysqld but still i dont think thats it. if the file is not there what should i do? is there any other way to restart otrs? Regards Zahir -----Original Message----- From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Sent: Thursday, April 09, 2009 11:56 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 7, Issue 15 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: Help, restarting OTRS on centos 5 (Marco Vannini) 2. Re: Help, restarting OTRS on centos 5 (Carlos Eduardo Goncalves) 3. Re: Help, restarting OTRS on centos 5 (Marco Vannini) 4. Customer Notifications New Ticket/Closed Ticket (Le machito) 5. Stats. Hos to use an external field imported to MySql? (Le machito) 6. Re: TEMPLATES (Craig Meirick) 7. Re: Change queue without being owner (Javier Barroso) ---------------------------------------------------------------------- Message: 1 Date: Wed, 8 Apr 2009 17:18:51 +0200 From: Marco Vannini <marco.vannini(a)gmail.com> Subject: Re: [otrs] Help, restarting OTRS on centos 5 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <7bd09e660904080818w1567e9cej1aa1fcb71d4cec79(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 otrs is a "lamp" or I'm wrong ? just check if apache & mysql are running or try to restart them: service httpd restart service mysqld restart On Wed, Apr 8, 2009 at 5:08 PM, ZAHIR, Feraldi Zahrial <F.Zahir(a)unido.org> wrote: > Hi all, > > i need a really quick help on restarting OTRS running under centos 5, > i tried to look for otrs under /etc/init.d/otrs restart its not there > > thanks for the help > > regards > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > ------------------------------ Message: 2 Date: Wed, 8 Apr 2009 12:26:34 -0300 From: Carlos Eduardo Goncalves <carlos.eduardo.g22(a)gmail.com> Subject: Re: [otrs] Help, restarting OTRS on centos 5 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <fc4f50ea0904080826y14744680k17dd0a3ffd947406(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi, In my enviroment CentOS this file is there. I guess the file has deleted/losted in your server. regards 2009/4/8 ZAHIR, Feraldi Zahrial <F.Zahir(a)unido.org> > Hi all, > > i need a really quick help on restarting OTRS running under centos 5, > i tried to look for otrs under /etc/init.d/*otrs restart* its not > there > > thanks for the help > > regards > ** > ** > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

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Re: [otrs] otrs Digest, Vol 7, Issue 20
by Brent Botha 09 Apr '09

09 Apr '09

Thanks guys ill will test and let you know Much appreciated -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 09 April 2009 02:11 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 7, Issue 20 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: Time delays on Recieving Tickets (Frans Stekelenburg) ---------------------------------------------------------------------- Message: 1 Date: Thu, 9 Apr 2009 14:10:16 +0200 From: Frans Stekelenburg <frans.stekelenburg(a)netdialog.eu> Subject: Re: [otrs] Time delays on Recieving Tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <67676E1DE2B4EF4EB1AC8C4AD059482F08C222FA(a)EX-BE-001.ASP.IS.NL> Content-Type: text/plain; charset="us-ascii" The proper way to update crontab is by using Edit: crontab -e crontab -e -u otrs J To list: crontab -l [-u otrs] No need to restart then mvg, frans From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Davin Taddeo Sent: donderdag 9 april 2009 13:57 To: User questions and discussions about OTRS. Subject: Re: [otrs] Time delays on Recieving Tickets Just dealt with this the other day myself. :) I would update your cron settings for the fetchmail cron job. The cron file is located here on my system: /opt/otrs/var/cron I have mine set to update every 3 minutes using the following line: */3 * * * * /usr/bin/fetchmail -a --ssl >> /dev/null I believe you'll want to restart cron after this (though I could be wrong), just run the Cron.sh script. /opt/otrs/bin/Cron.sh This is on Version 2.3.4 on Centos 5.2. ~Davin Taddeo Brent Botha wrote: Hello All Im new to OTRS I am having a problem that when I send a ticket to our OTRS system there is a delay of say 15 mins before I receive the ticket in my queue. If I go into the Admin console and then into postmaster mail account and say run now the message is received right away. There also seems to be a delay in my replies ie. Change of owner or acknowledgement of the ticket number Pleas eany help would be great as I need to present a WORKING TICKET SYSTEM ON THE 17TH APRIL. Thanking you in advance Regards Brent Botha Senior System Administrator NXT - A Convergence Innovation Company Office + 27 11 322 3332 Mobile +27 82 375 0887 Skype ID brentbotha Email brent(a)nxtnow.co.za www.nxtnow.co.za Physical Address: Level 6, 3 Sandown Valley Crescent, Sandton This email is intended only for the person to whom it is addressed and/or otherwise authorized personnel. The information contained herein and attached is confidential and the property of The NXT Thing Now (Pty) Ltd. If you are not the intended recipient, please be advised that viewing this message and any attachments, as well as copying, forwarding, printing, and disseminating any information related to this email is prohibited, and that you should not take any action based on the content of this email and/or its attachments. If you received this message in error, please contact the sender and destroy all copies of this email and any attachment. Please note that the views and opinions expressed herein are solely those of the author and do not necessarily reflect those of the company. While antivirus protection tools have been employed, you should check this email and attachments for the presence of viruses. No warranties or assurances are made in relation to the safety and content of this email and attachments. The NXT Thing Now (Pty) Ltd. accepts no liability for any damage caused by any virus transmitted by or contained in this email and attachments. No liability is accepted for any consequences arising from this email. Please consider the environment before printing this email <http://www.passport.panda.org/>

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Re: [otrs] otrs Digest, Vol 7, Issue 19
by Brent Botha 09 Apr '09

09 Apr '09

Centos Linux -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 09 April 2009 02:09 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 7, Issue 19 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: Time delays on Recieving Tickets (Frans Stekelenburg) ---------------------------------------------------------------------- Message: 1 Date: Thu, 9 Apr 2009 14:08:23 +0200 From: Frans Stekelenburg <frans.stekelenburg(a)netdialog.eu> Subject: Re: [otrs] Time delays on Recieving Tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <67676E1DE2B4EF4EB1AC8C4AD059482F08C222EE(a)EX-BE-001.ASP.IS.NL> Content-Type: text/plain; charset="us-ascii" Unix or windows? Postmaster function (script) is called from a scheduled command. On unix in cron. By default every 10 minutes. gr, Frans From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brent Botha Sent: donderdag 9 april 2009 13:38 To: otrs(a)otrs.org Subject: [otrs] Time delays on Recieving Tickets Hello All Im new to OTRS I am having a problem that when I send a ticket to our OTRS system there is a delay of say 15 mins before I receive the ticket in my queue. If I go into the Admin console and then into postmaster mail account and say run now the message is received right away. There also seems to be a delay in my replies ie. Change of owner or acknowledgement of the ticket number Pleas eany help would be great as I need to present a WORKING TICKET SYSTEM ON THE 17TH APRIL. Thanking you in advance Regards Brent Botha Senior System Administrator NXT - A Convergence Innovation Company Office + 27 11 322 3332 Mobile +27 82 375 0887 Skype ID brentbotha Email brent(a)nxtnow.co.za www.nxtnow.co.za Physical Address: Level 6, 3 Sandown Valley Crescent, Sandton This email is intended only for the person to whom it is addressed and/or otherwise authorized personnel. The information contained herein and attached is confidential and the property of The NXT Thing Now (Pty) Ltd. If you are not the intended recipient, please be advised that viewing this message and any attachments, as well as copying, forwarding, printing, and disseminating any information related to this email is prohibited, and that you should not take any action based on the content of this email and/or its attachments. If you received this message in error, please contact the sender and destroy all copies of this email and any attachment. Please note that the views and opinions expressed herein are solely those of the author and do not necessarily reflect those of the company. While antivirus protection tools have been employed, you should check this email and attachments for the presence of viruses. No warranties or assurances are made in relation to the safety and content of this email and attachments. The NXT Thing Now (Pty) Ltd. accepts no liability for any damage caused by any virus transmitted by or contained in this email and attachments. No liability is accepted for any consequences arising from this email. Please consider the environment before printing this email <http://www.passport.panda.org/>

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Auto-assign based on Service classification
by James Burk 09 Apr '09

09 Apr '09

Hello, I have a requirement to automatically assign tickets created to groups based on a three tiered classification. For example: Tier 1) Desktop Support Tier2) Hardware Tier 3 Blackberry would be auto-assigned to the Desktop Support Group. I have not been able to figure out how to link these two and drive the auto-assignment. Any ideas? Best regards, Jim ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

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SMTP send Exchange
by Marc Lecocq 09 Apr '09

09 Apr '09

Hi, I can receive through POP server of my exchange (SBS 2003) but no way to send. I've tried a lot of different configs, even with sendmail (no Exchange) I can't.. Does anyone have a clear explanation how to configure with Exchange to send through it ? (in french it's better J ) or with a sendmail for Windows (Exchange is not mandatory)? Here is the kind of error I have with Exchange : ERROR: OTRS-CGI-01 Perl: 5.10.0 OS: MSWin32 Time: Thu Apr 9 12:09:52 2009 Message: Can't connect to serverml.XXXXX.XXXX: Unknown error! Traceback (1936): Module: Kernel::System::Email::SMTP::Send (v1.21.2.2) Line: 91 Module: Kernel::System::Email::Send (v1.45) Line: 553 Module: Kernel::System::Ticket::Article::ArticleSend (v1.185.2.2) Line: 1832 Module: Kernel::Modules::AgentTicketEmail::Run (v1.68.2.1) Line: 847 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2db in_index_2epl::handler (unknown version) Line: 50 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 Thanks J,

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Re: [otrs] TEMPLATES
by Craig Meirick 08 Apr '09

08 Apr '09

I have been able to get the button (described below) to work. I have also added a second button directly below this one by inserting this twice (a copy of this code directly below it). My question is, how do you create a second button directly to the right of the original button instead of below it? I have tried different ways of editing the table to get it to go to the right but unsuccessful. Thanks In Advance. Craig Hi Tony, Can someone please help me? I like to create a template for a one of my queue. EXAMPLE; We have a queue called "NewHire", and we would like to add a template to it; so when a customer submitt a "new hire request", we would like the template to pop-up and have them fill out the blanks. The template is just a word document. Any ideas on how to do this? I'm using the lastet OTRS on windows enviroment. thank you, For one specific queue, it would be difficult, but you can search for # <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data"> # <input type="hidden" name="Action" value="$Env{"Action"}"> # <input type="hidden" name="Subaction" value="StoreNew"> # <input type="hidden" name="FormID" value="$QData{"FormID"}"> # <input type="hidden" name="ExpandCustomerName" value="2"> # <input type="hidden" name="Subject" value="Example Subject"> # <input type="hidden" name="Body" value="Name: # Product: # Comment:"> # <input class="button" type="submit" name="" value="$Text{"Example Template"}"> # </form> # <hr> in AgnetTicketPhone.dtl This will create a button in your Phone Ticket Mask which will populate the body of the ticket. This will be available to all agents of all queues. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support -- meirickc(a)nicc.edu Northeast Iowa Community College <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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Stats. Hos to use an external field imported to MySql?
by Le machito 08 Apr '09

08 Apr '09

Hi all, I downloaded from another database to MySql some fields related with our customers as "Building". I want to use this information in my stats but I can not get this field. Any idea about how to get this field information in our stats? We are looking for the number of tickets by Building (We need to know hoy many tickets are coming from the different buildings) Thanks in advance Raoul

1 0

Help, restarting OTRS on centos 5
by ZAHIR, Feraldi Zahrial 08 Apr '09

08 Apr '09

Hi all, i need a really quick help on restarting OTRS running under centos 5, i tried to look for otrs under /etc/init.d/otrs restart its not there thanks for the help regards

3 3

how to hide internal agent faq category from public search
by Aung 23 08 Apr '09

08 Apr '09

Hi, I would like to know how to to hide internal agent faq category from public faq search. Public search cannot search for faqs in internal agent category, but public search can see the internal agent faq categories. I do not want those categories to be listed in the search category box in public search. Thanks, Aung

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image in faq for public cannot view
by Aung 23 08 Apr '09

08 Apr '09

Hi, I have create a few faq for public access with images. When the page is browse from public, it does not show images and there are holes in the images. But when I login and view the faq and I can see the image in the faq document. What permission should I change? I have assign the faq article with public all rights. Thanks, Aung

3 3

need precisions about how to configure otrs mail adress
by Gab Aldien 08 Apr '09

08 Apr '09

Hi everybody I just have installed OTRS on my windows system, and I am trying to use it. I am currently reading the documentation on how to send and receive emails: http://doc.otrs.org/2.3/en/html/x1331.html But I don't understand everything. I have edited Kernel\Config.pm as said on page http://doc.otrs.org/2.3/en/html/c1308.html in order to have something compatible with windows. As the host, I gave the microsoft outlook one for my computer, something like pc356984.enterprise.lambda.com. Since then, I can send email from OTRS to my outlook, and I receive it on my outlook. But when I try to make a reply, or a new ticket, it fails. It uses the adress otrs@localhost, but this adress c4n't be found by outlook And the documentation is unclear for a total beginner like me. It speaks about how to create and configure account. But are these accounts to be real accounts from reals adresses? Or are they some accounts that I have to create to send emails to when I want to send a new ticket? Since the interface is asking for pop3 stuff, I think the first hypothesis is the good one. But then I still have a question: How to configure the adress to which I will send emails to create tickets in otrs, and if it is really otrs@localhost, what do I have to do to make it work? Best regards Gauthier Perrineau

2 1

Graphical stats report with non-Eurpean characters
by Afshar Mohebbi 08 Apr '09

08 Apr '09

Hi there, Does anybody have used any graphical stat report (bar chart, pie chart, ...) with Unicode text like Persian (Farsi), Hebrew or Japaness? I've tried it many times with Persian (Farsi) bu instead of Persian characters like "سلام", I see european characters with accent above just like "çãã". How can I correct this? Regards, Afshar Mohebbi

2 3

PostMasterPOP3.pl pop problem
by Peter Nixon 08 Apr '09

08 Apr '09

I am have a problem with PostMasterPOP3.pl not pulling some mails from an Exchange 2003 mailbox. OTRS itself is running on an openSUSE 11.1 server using the rpm at: http://download.opensuse.org/repositories/home:/peternixon/openSUSE_11.1/x8… The error generated is: From: otrs(a)otrs.company.com To: root(a)localhost.company.com Subject: Cron <otrs@otrs> $HOME/bin/PostMasterPOP3.pl >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> X-Cron-Env: <USER=otrs> Date: Tue, 7 Apr 2009 16:20:04 +0300 (EEST) Wide character in syswrite at /usr/lib/perl5/5.10.0/Net/Cmd.pm line 232, <PRODUCT> line 4. Does anyone have any idea how to fix this? I have a feeling that it is related to character encoding somehow. (My users are Turkish and open a fair percentage of their tickets in Turkish..) Thanks in Advance -- Peter Nixon http://peternixon.net/

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ITSM - How to assign different type options for each clients
by Camilo Vieira 08 Apr '09

08 Apr '09

Hi, Does anyone know whether it is possible to create different templates of "type" in admin interface to assign for each clients? I intend to configure only "Incident" and "Service Request" for the customer and configure "Incident", "Service Request" and "Problem" for the help desk analysts. Help me! Camilo Vieira * Coordenador de Infra-estrutura de redes Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3055-2001

4 4

Service Level Agreement or Services linked to Queues
by Ronaldo Richieri 07 Apr '09

07 Apr '09

Hello, Guys, is there a way to connect SLA or Services to the Queues and not to Customer? For Example, we have 2 queues: Software and Hardware And we like to display software services for those who only see software queue and hardware services for those who only see hardware queue. Thanks :-) Ronaldo Richieri -- Ronaldo Richieri (15) 8818-2009

1 0

otrs::ITSM - GeneralCatalog - CI ownership
by Marco Vannini 07 Apr '09

07 Apr '09

Hi all, I'm trying to change the "Owner Type" from Customer to Groups in order to associates item to group of agents that manage them and to filter out items based on this. As of now I've found that there should be a ITSMConfigItemLayoutGroup.pm and a ./ITSMConfigItem/XML/Type/Group.pm to do that... It is that right ? It would be enough ? Thank you in advance Bye. MV

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Cannot close ticktes
by Jeremy Adams 07 Apr '09

07 Apr '09

our apache server took a dump overnight, I got it backup but now I cannot close tkts in OTRS. I receive the following error when I click the close link. Can't locate Kernel/System/ITSMCIPAllocate.pm in @INC (@INC contains: ../../ /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/lib/perl5/5.8.8/i586-linux-thread-multi /usr/lib/perl5/5.8.8 /usr/lib/perl5/site_perl/5.8.8/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl . /opt/otrs/bin/cgi-bin/../.. /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at ../..//Kernel/Modules/AgentTicketClose.pm line 24. BEGIN failed--compilation aborted at ../..//Kernel/Modules/AgentTicketClose.pm line 24. ITSM has been removed a few days ago. any input will be greatly appreciated. Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

1 0

ITSM Config Item: problem with count (sum)
by Afshar Mohebbi 07 Apr '09

07 Apr '09

Hi there, Why should I use "Expired" as CI's state if I want to see count of CIs in CI management page? In the other hand if I use any state other than "Expired", my CI's count will be showed incorrectly. Is there a way to use any other state or any way to correct CI's counting behavior? Thanks a lot, Afshar Mohebbi

1 0

Re: [otrs] PerlEx failed in Support Assessment‏
by Michiel Beijen 07 Apr '09

07 Apr '09

Hi Sander, You use activestate perl with IIS on windows. PerlEx is a plugin for IIS to improve Perl performance, you can compare it to what mod_perl does for apache webservers. If you navigate to c:\perl\html\index.html on your windows server you will find the activestate documentation. On the left side, you will see PerlEx. Here you find documentation on setting up and configuring PerlEx with IIS. Kind regards, Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On Apr 6, 2009 12:48 PM, "sander vink" <vink_sander(a)hotmail.com> wrote: Hi all! When i click in Support Assessment in the Admin panel, it will do some checks. Below on the page i see that PerlEx is failed: Webserver Check Commentaar Status Check if PerlEx is used. You should use PerlEx to increase your performance. Failed any idea? Thanks all! With kind regards, Sander Vink --------------------------------------------------------------------- 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

TimeVacationDays in Core::Time are inherited by Core::Time::CalendarX ?
by Luca Maranzano 06 Apr '09

06 Apr '09

Hello all! I'd like to know if the TimeVacationDays specified in Core::Time get automagically inherited from the Core::Time::CalendarX (with X between 1 and 9) or do we have to respeify them explicitly in every Calendar. A very happy OTRS 2.3.4 user :-) Thanks in advance, Regards, Luca

1 0

customer notifications
by Tony Evans 06 Apr '09

06 Apr '09

How do I turn OFF all notifications to customer. When an Agent opens a ticket, I do not need to enter the customer user details. I do not want emails going to him. -- *Tony Evans* */Essential Enterprise Solutions Inc Tel 727 938 3374 Cell 727 480 7813 /*

1 0

Which DB should I use? Mysql, PostgreSQL or Oracle?
by Ronaldo Richieri 06 Apr '09

06 Apr '09

Hi! I'm in a project where we are going to install an OTRS to a huge university here in Rio de Janeiro (Brazil). They are expecting about 5,000 tickets per day. I don't if this is a lot of information for a MySql installation, so I have this question: Is a MySql installation a good choose for us? Or should I consider another DB for this project? Why some people prefer to choose PostgreSQL or Oracle sometimes? Thanks!! Ronaldo Richieri Brazil +55 15 8818-2009

3 3

Company Tickets or other method of viewing another customer's tickets
by Matthew Coulson 06 Apr '09

06 Apr '09

I've got an installation of OTRS 2.3.4 (with ITSM 1.2.3 integrated). I've successfully integrated everything perfectly with our Active Directory structure - both agents and customers can login (only to their respective front ends) and operate correctly authenticated with AD. The one remaining issue is to get Company Tickets working, or some other method of allowing customers to view each others tickets. If I'm reading correctly, UserCustomerIDs should contain a list of multiple UserCustomerID. When the UserCustomerID for the customer is present in the UserCustomerIDs of a ticket the customer should be able to see the ticket, even when they aren't the submitter of the ticket. Am I correct? If so, unfortunately we want *every* customer to be able to see every other customers tickets in certain queues. UserCustomerIDs (and the respective entries in AD) would be a ridiculous size! Instead, I've looked at Customer Groups, which (again if I'm reading correctly) should do what we want. It's set up, queues are assigned certain groups, the customer users are defaulted into these groups, but they cannot see other customers tickets. Does anyone have any suggestions? I'm utterly stumped. Thanks Matthew Note: I've pasted Config.pm below for anyone else to take advantage of - it's taken me a while to get OTRS fully happy with AD. ### CUSTOM SETTINGS START ## OPTIONS START # Show lost password feature $Self->{LostPassword} = 1; # Show MOTD - Kernel/Output/HTML/Standard/Motd.dtl on login screen $Self->{ShowMotd} = 0; # Show customer info on Compose (Phone and Email), Zoom and Queue view) $Self->{ShowCustomerInfoCompose} = 1; $Self->{ShowCustomerInfoZoom} = 1; $Self->{ShowCustomerInfoQueue} = 0; # Show Owner Info # $Self->{PhoneViewOwnerSelection} = 1; # SendmailModule $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'xxxxxxxx.co.uk'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; ## OPTIIONS END ## AGENT AUTHENTICATION START # Authenticate agent with Active Directory $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'xxxx.xxxxxxxx.co.uk'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=xxxxxxxx,dc=co,dc=uk'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the agent is in correct group $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS Users,ou=Local Groups,dc=xxxxxxxx,dc=co,dc=uk'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # User to perform search with - required if anonymous LDAP searches aren't allowed $Self->{'AuthModule::LDAP::SearchUserDN'} = 'xxxxxxxx(a)xxxxxxxx.co.uk'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; # Die if backend can't work, e. g. can't connect to server. $Self->{'AuthModule::LDAP::Die'} = 1; # Map of fields in Active Directory to OTRS $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # If Active Directory user has not logged in before, add them to the following user groups in OTRS $Self->{UserSyncLDAPGroups} = [ 'users', ]; # Database table and columns where user details are stored $Self->{DatabaseUserTable} = 'users'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; ## AGENT AUTHENTICATION END ## CUSTOMER AUTHENTICATION START # Authenticate customer with Active Directory $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xxxx.xxxxxxxx.co.uk'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=xxxxxxxx, dc=co, dc=uk'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # User to perform search with - required if anonymous LDAP searches aren't allowed $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'xxxxxxxx(a)xxxxxxxx.co.uk'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; ## CUSTOMER AUTHENTICATION END ## CUSTOMER DETAILS START # Get customer information from Active Directory $Self->{CustomerUser} = { Name => 'Active Directory', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'xxxx.xxxxxxxx.co.uk', BaseDN => 'dc=xxxxxxxx, dc=co, dc=uk', SSCOPE => 'sub', AlwaysFilter => '(mail=*)', UserDN => 'xxxxxxxx(a)xxxxxxxx.co.uk', UserPw => 'xxxxxxxx', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # Hide customers tickets in CompanyTickets view CustomerUserExcludePrimaryCustomerID => 1, # Is admin allowed to change customer preferences AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; ## CUSTOMER DETAILS END ### CUSTOM SETTINGS END

3 5

PerlEx failed in Support Assessment‏
by sander vink 06 Apr '09

06 Apr '09

Hi all! When i click in Support Assessment in the Admin panel, it will do some checks. Below on the page i see that PerlEx is failed: Webserver Check Commentaar Status Check if PerlEx is used. You should use PerlEx to increase your performance. Failed any idea? Thanks all! With kind regards, Sander Vink

1 0

settings for OTRS with mod_security
by support＠sjobeck.com 05 Apr '09

05 Apr '09

Hey, hi, all, Any one out there running mod_security on their LAMP box at the same time as OTRS. We very much want to but see that its default settings block a few OTRS actions (ie: uploads, attachments, etc, etc). Any one out there care to secure OTRS a lot better with the rest of the world. It would be a very very good thing. If you do, thanks very much for sharing your template with us. Cheers, Jason www.sjobeck.com

1 0

Problem connecting customer users to the right queue
by Evert Goor 04 Apr '09

04 Apr '09

Hia all, I have a problem to place email wich I retrieve by a pop3 account into OTRS. I perfect receives and places them always in the RAW queue. I made also groups and connected customers -> groups -> queues . In the pop3 connector i used sorting per e-mail address. In what way I'm thinking wrong ? Looking forward to an happy answers. Grtz Evert Goor

3 2

Involving externals with own Ticketsystem
by Fürtbauer Wolfgang 04 Apr '09

04 Apr '09

Dear all, We want to handle 3rd party companies doing services for us. Our needs are 1) separate communication from endcustomer 2) overview of all tickets handeled by 3rd party company 3) send full content of ticket including attachements to their ticket system 4) get back ticksystem # from 3rd party system My idea was: - use the "Split" function; this would solve 1) and 2) but not 3) - using a combination of "split", change "owner" and "forward" would solve 1), 2) and 3) but is very complicated in handling Does anybody have a good idead how to solve this. How does the rest of the world handle this process? Best Wolfgang

1 0

Writing Module: current agent?
by cornelius 03 Apr '09

03 Apr '09

Hi there, I am writing a module for OTRS. Everything is fine so far. But in the middle of the night I got stuck and before going for sleep I am just wondering how to get the Name and Information of the currently logged in user or rather agent. Thanks a lot Cornelius -- Diese Nachricht wurde auf Viren und andere gefährliche Inhalte untersucht

1 0

OTRS::ITSM: bug searching CI when linking tickets with CI's
by magicboiz 03 Apr '09

03 Apr '09

Hello everybody!! I'm testing OTRS::ITSM 1.2.3 and I found a problem in the Link window: when a I want to link a Ticket with a CI(computer ci's), in the case of having many CI, if you try to search your CI using the Name Box, you will have no success.... I think this is an ITSM issue, because demo.otrs.org doesn't have this problem. Does anybody face this problem before? Thanks in advance

2 1

I can't access Admin Area
by juanf.lopez＠juntadeandalucia.es 03 Apr '09

03 Apr '09

Hello!! Sorry for my english I changed the name of group admin to 'administradores' and suddenly I can't acces the Admin Area with root because it appears I don't have permission. How can I resolve this problem? Thanks!!!

3 2

customer backend authentication
by Lakshan Fernando. 03 Apr '09

03 Apr '09

Hi, I want to authenticate agents via LDAP and customer's via LDAP and DB (back end). have some one done this if so please kindly send me the configuration i tried with the OTRS site examples but didn't work out Thanks you Lakshan

4 5

Company tickets
by Lakshan Fernando. 03 Apr '09

03 Apr '09

Hi, I want to know how to enable Company Tickets feature to view from the customer login so each user can see all others users in the queue and the tickets. Thanks you Laksahn

5 7

SMIME error: "Need Hash!"
by Christoph A. 02 Apr '09

02 Apr '09

Hi! I'm trying to setup an otrs installation with SMIME (emails to the otrs email adress will arrive in encrypted format), but until now I was not able to get a working setup. I'm using OTRS 2.3.4 with mod_perl on an Ubuntu 8.04. If there arrives an ecrypted ticket I see the following message in the error log: ERROR: OTRS-CGI-13 Perl: 5.8.8 OS: linux Time: Wed Mar 10 20:59:13 2009 Message: Need Hash! Traceback (5253): Module: Kernel::System::Crypt::SMIME::Decrypt (v1.24.2.5) Line: 193 Module: Kernel::Output::HTML::ArticleCheckSMIME::Check (v1.17) Line: 117 Module: Kernel::Modules::AgentTicketQueue::ShowTicket (v1.54) Line: 307 Module: Kernel::Modules::AgentTicketQueue::Run (v1.54) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::opt_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 For reference here my checkModules output: ./otrs.checkModules o CGI............................ok (v3.15) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.601) o DBD::mysql.....................ok (v4.005) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.036) 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 (v0.63) o Net::POP3......................ok (v2.28) o Net::POP3::SSLWrapper.......ok (v0.02) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.11) o Net::LDAP......................not installed! (not required / for directory authentication) o GD.............................ok (v2.35) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.68) o Compress::Zlib..............ok (v2.008) o XML::Parser....................ok (v2.34) I also imported the private and public part of the certificate (in the admin webinterface) + the root certificate (thawte). It seems to be the same problem as Leo had ~2 years ago: http://lists.otrs.org/pipermail/dev/2007-March/001516.html but he did not managed to get a working SMIME setup either. I was also looking in the bugzilla database and found this entry: http://bugs.otrs.org/show_bug.cgi?id=2452 I guess this fix was already merged upstream? Any help would be appreciated. thanks Christoph

1 0

Auto Responses
by James Burk 02 Apr '09

02 Apr '09

I have a requirement to send an Auto Response when the ticket is resolved/ The default Types of Auto Responses do not include any resolution type Does anyone know how to add Auto Response Types? Best regards, Jim ----------------------------------------------------------------------------- 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. ------------------------------------------------------------------------------

3 3

Priority notification
by Stefano Milziadi 02 Apr '09

02 Apr '09

Hi! Is it possible to modify the time of the notification for the maximum priority time reached? Thanks, -- Stefano Milziadi pepozzo(a)gmail.com

1 0

maximum tickets that can be closed
by sumeet jain 01 Apr '09

01 Apr '09

hello, Is there any limit on maximum number of tickets that can be closed using bulk action ? What are the settings required in order to increase the maximum number ? I need this using front end... As of now I can only close a max of 28 Idont know why... Thanks in advance for any help.. Sumeet

1 0

Escalation problem
by diego.giardinetto＠zephirworks.com 01 Apr '09

01 Apr '09

Hi all, I upgraded from otrs 2.1.x to 2.3.4 and i have this problem: queues have correctly escalation time setted (given from db) but the tickets view doesn't lock on escalated ticket only. I'm using ZZZAuto.pm and ZZZAAuto.pm from older otrs version. Thx, Diego Giardinetto ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

1 0

Composing answers/notice includig attachements from Ticket
by Fürtbauer Wolfgang 01 Apr '09

01 Apr '09

Dear collegues! During composing an answer or notice, I'd like to attach files aready attached to the ticket. Is there another way than download and upload again? Best regards Wolfgang

1 0

ITSM - general catalog - info or new feature
by Marco Vannini 01 Apr '09

01 Apr '09

Hi all, I'm starting to adopt GeneralCatalog module to maintain inventory here. After a while of input (we still have to insert other 350 host and 160 software with anything related as such as administrative console and similar items) I've tried to browse the feature of it. IMHO there should be the possibility to have some filter in visualization (I know the answer: search, but it would be better a prefilter) and the sort oder capability on that same list (at least on "name") The list example is as an attachment at the present. The prefilter could be configurable or fixed, in my case on deployment state would separates 100 host from other 200 and then, a sorting based on the column name would let me put in evidence that in that list there could be some duplicate entry (or a method to not insert duplicates during the creation of them) BTW, it is the final and the only usable method to maintain such a kind of thing. I cannot thanks otrs developers for every modules I start using... take a single big thank you ! Bye. MV

1 0

FAQ articles not showing
by Craig Meirick 31 Mar '09

31 Mar '09

OTRS 2.3.3 FAQ 1.5.4 After upgrading from OTRS 2.2.3 and installing the latest FAQ module, I now cannot see my FAQ articles in the customer or public interface. Everything else is working fine but no articles on customer or public. TIA >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

2 1

Configure IIS for OTRS‏
by sander vink 31 Mar '09

31 Mar '09

Hi OTRS.org My question is, how to configure iis on windows server 2003? I have a Windows Server 2003. I installed IIS, Mysql, PHP. Some serveral website running on that server. So i can't make any mistake. I would like to implement otrs on a existing website in a new folder. sample: www.website.com/otrs So how to configure iis? Thanks for your reply! With kind regards, Sander Vink The Netherland

4 9

AgentTicketEscalationView showing tickets with positiv escalation time?
by Fürtbauer Wolfgang 31 Mar '09

31 Mar '09

Dear all, shouldn't this view show only tickets with violated escaltion time (eg < 0)? How can I get rid of tickets without violation in this view? Best Wolfgang

1 0

Re: [otrs] FAQ module - public FAQ not showing articles
by Craig Meirick 30 Mar '09

30 Mar '09

Okay, I managed to get the Top Ten Articles title to show up in my custom theme. I found a bunch of files that had not been updated in my current theme when I did the upgrade from 2.2 to 2.3 which makes perfect sense. I just copied the odd ones from /opt/otrs/Kernel/Output/HTML/Standard to my custom theme directory. Now I am just trying to figure out why my FAQ articles do show up in the Agent frontend but do not show in the Customer or Public frontends. Everything else is there - Categories and Subcategories - but no articles or last created, last changed, or Top Ten. Any help please? I have noticed an interesting clue to my situation. When I change the theme in my preferences to the one I created, the FAQ Agent view changes from showing the top 10 articles down the right hand side in the Standard view to not showing the top 10 articles in my custom view---everything else shows up the same. I am still leaning towards this as being a permissions issue, I just don't know where to begin look in /opt/otrs. If anybody has seen this or would have a reasonable tip on where to begin I would be very greatful. Thank you. > After the upgrade to 2.3.3 from 2.2.3, the FAQ is working great with one exception. The > Customer page is showing all the categories I have but none with any articles. The Public > page is showing 6 of the 10 categories with none of the articles. > > Agent interface is working well. > > When using 2.2.3 I was having some issues seeing all the public FAQ articles, some > categories showed all the public articles and some categories only showed some of the > public articles that were designated public. Now I have no articles showing on the public > frontend when most of them are designated "public state". > > I have the permissions configured per the instructions in the Admin interface. > > Does anyone have any advice as to where to look to make an adjustment to make these > articles show up? I suspect it is maybe a permissions issue within the files? Anyone know > where to look? > > > Thanks > > > > > > >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> > Craig Meirick, Help Desk/PC Support > Northeast Iowa Community College > <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/

1 0

Re: [otrs] looking for help to update from OTRS 1.3.2 to 2.3.4
by Operacion Control 30 Mar '09

30 Mar '09

Hi Marc This is Carlos from México I did migrate several OTRS as you need Let me know the customization you have/need and operating system you have. At México I apply a fee of 200 usd for fresh installation and 300 usd for migrations. This fee are cheaper than Europe/Usa fees. If your are interested please write to carlosgo(a)behelper.com Best regards, Carlos --- On Thu, 3/26/09, Mercator GmbH <info(a)mercator.net> wrote: From: Mercator GmbH <info(a)mercator.net> Subject: [otrs] looking for help to update from OTRS 1.3.2 to 2.3.4 To: otrs(a)otrs.org Date: Thursday, March 26, 2009, 10:21 AM Hello, I am looking for someone who could help me to upgrade from my rather old OTRS 1.3.2. to the newest version (2.3.4), keeping all my customization working. Of course I will pay for this. But please, only freelancers who don't charge like a professional service, because I couldn't afford this. Please respond to info(a)mercator.net thanks, marc --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

1 0

How to get a monthly report of tickets like this
by Luca Maranzano 30 Mar '09

30 Mar '09

Hi all, we are using OTRS 2.3.4 and we are very happy with it! We are in the need to generate a report with the following data: - For all the ticket of the last month in a particular Queue: - date and time of creation time - subject of the ticket - date and time of closing time - operator who worked on the ticket - (if possible) time elapsed between open and close time We have tryed the Stat module but without success. Is it possibile or is it necessary to query directly the Database? Thank you in advance. Kind regards, Luca

3 2

FAQ module - public FAQ not showing articles
by Craig Meirick 30 Mar '09

30 Mar '09

After the upgrade to 2.3.3 from 2.2.3, the FAQ is working great with one exception. The Customer page is showing all the categories I have but none with any articles. The Public page is showing 6 of the 10 categories with none of the articles. Agent interface is working well. When using 2.2.3 I was having some issues seeing all the public FAQ articles, some categories showed all the public articles and some categories only showed some of the public articles that were designated public. Now I have no articles showing on the public frontend when most of them are designated "public state". I have the permissions configured per the instructions in the Admin interface. Does anyone have any advice as to where to look to make an adjustment to make these articles show up? I suspect it is maybe a permissions issue within the files? Anyone know where to look? Thanks >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

1 1

Re: [otrs] my SMTP Authentication
by Frans Stekelenburg 30 Mar '09

30 Mar '09

I think you need to check as admin, in SysConfig: Framework -> Core::Sendmail frans From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bhushan Badgujar Sent: maandag 30 maart 2009 12:02 To: otrs(a)otrs.org Subject: [otrs] my SMTP Authentication HI Team, I am configure a otrs 2.3 ver. & I am used out hosting mail service, How to configure my smtp authentication in otrs Regard 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

Re: [otrs] my SMTP Authentication
by Frank Wall 30 Mar '09

30 Mar '09

Bhushan Badgujar wrote on Mon, Mar 30, 2009 at 12:02:07PM CEST: > How to configure my smtp authentication in otrs There is a nice hint in the OTRS handbook [1]: The sendmail settings for a smarthost can be configured either via the graphical administration frontend (Framework::Core::Sendmail) or via Kernel/Config.pm: # SendmailModule $Self->{"SendmailModule"} = "Kernel::System::Email::SMTP"; $Self->{"SendmailModule::Host"} = "mail.example.com"; $Self->{"SendmailModule::AuthUser"} = ""; $Self->{"SendmailModule::AuthPassword"} = ""; You just need to add these lines to your Kernel/Config.pm file and adjust the settings for Host, AuthUser and AuthPassword. [1] http://doc.otrs.org/2.3/en/html/c1308.html#email-sending-smtp Kind regards Frank Wall

1 0

my SMTP Authentication
by Bhushan Badgujar 30 Mar '09

30 Mar '09

HI Team, I am configure a otrs 2.3 ver. & I am used out hosting mail service, How to configure my smtp authentication in otrs Regard bhushan1 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

question on otrs customer password credential auto reply by otrs
by Jerry Ravs 30 Mar '09

30 Mar '09

sirs, hello, i am jay, a newbie in using otrs and was continually testing and trying to deploy this software on our network to be used for providing tech support for clients. i tried fiddling with the customer page (customer.pl) of otrs. i have tried the on-line demo of customer.pl in http://customer.otrs.org/otrs/customer.pl . if you will create an account(as customers) you will be notified for the password on the email you used as your username. does anyone have an instruction on how i can configure otrs so that, if a customer creates a new account, the otrs system will automatically email them for their user name and password. please email me the step by step procedure for doing this if you have any instructions. thank you very much in advance.

1 0

Installing OTRS on Windows Vista manual - English version
by Afshar Mohebbi 28 Mar '09

28 Mar '09

Dear friends, Weeks ago I put an manual about Installing OTRS 2.3.x on MS Windows Vista, IIS 7.0 and MS SQL Server 2008 in my blog in Persian (Farsi). Now I provided an English version and put it in my blog too. Persian (Farsi) version: http://afsharm.blogspot.com/2009/02/otrs.html English Version: http://afsharm.blogspot.com/2009/03/installing-otrs-active-perl-on-windows.… Regards, Afshar Mohebbi

1 0

Post's and script about OTRS
by Gustavo Azambuja 27 Mar '09

27 Mar '09

Hi, i write some post in my blog about OTRS, including a PHP script for make one report with statics by agent and total of tickets new, open, and pending, i think amazing and is a great help for my company with 200 tickets/day and 5 agents. Only two problems: 1) I write in spanish :-( (my english is not good enough). 2) I make this script for my own use, then, the script need a lot of work to make this usefull for everyone. If any body can help to make a "clean" on code and SQL querys, or translate to english, I will be greatefull. The script make this report: =Statics for 2009-03-24= Total of Input tickets 178 Corporate 27 SOHO 103 Others 48 Total of open tickets 13 Corporate 5 SOHO 5 Others 3 =Name of Agent 1= Tickets answered 17 First and Last respond 08:40:45 - 16:57:13 Tickets without response 7 Tickets without client response 35 =Name of Agent 2= Tickets answered 27 First and Last respond 08:30:25 - 17:30:03 Tickets without response 2 Tickets without client response 43 The all post (in spanish) about otrs are here: http://kuboit.com/tag/otrs -- Gustavo Azambuja - Linux User: 275813 http://www.twitter.com/gazambuja

3 3

bulk select
by Mercator GmbH 27 Mar '09

27 Mar '09

Is it possible to select ALL articles at ONCE? Right now, I have to click each article and then click on Bulk, but this is kind of annoying. I have old version 1.3.2. thanks, marc

1 0

noone can help me to migrate?
by Marc Herms 27 Mar '09

27 Mar '09

I let a message yesterday, looking for a freelancer who can help me (for small money) to update my old OTRS 1.3.2 to the newest version, with some customizations I have. Not a big deal, but I don't want to make any errors. please send mail to marc_at_mercator.net thanks, marc

2 1

Text in customer notification
by Roberto Pennolino 27 Mar '09

27 Mar '09

Hi all. When we close a ticket we write in "text" area how we solved the problem. We would like to show this "text" (how we solved the problem) to the customer (in web area as in the mail sent by OTRS system). There's a way to do this ? Tnx all and excuse me for my poor english. Roberto

2 3

Postmaster Mail crontab
by Jeremy Adams 26 Mar '09

26 Mar '09

let me just say, thank y'all so much for helping me out with my questions. I am, in turn, trying to answer questions when I have the knowledge and skills to do so. My next question concerns cron jobs for checking Postmaster Mail Accounts. We currently have two accounts that dump into two queues - one queue per address. The script works perfectly when the 'run now' x is clicked. How would one generate a crontab entry to check the accounts every x number of minutes? Our accounts are being accessed via imap. We are running orts 2.3.4 on openSuSE 10.3 Thanks Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

2 1

Email Accounts
by James Leiter 26 Mar '09

26 Mar '09

James Leiter System Technician R&B Solutions Inc. 860 Northpoint Blvd. Waukegan, IL. 60085 Work Number: (847)887-8512 This message is intended only for the named recipient. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. I am trying to set up ORTS to relay the tickets notifications to more than one person, it has them sent to me but I would like to add 2 other people to receive the same notifications, I need to know where exactly I have to go to config all of it. And with one of the users I have to set it up where they only get notify about one of the queues not the others.

2 1

Another Config.pm problem
by ratnaweera＠sunrise.ch 26 Mar '09

26 Mar '09

Hi I'm new to otrs and also out-of-touch with perl. So this could be a simple problem. I've installed latest otrs on a linux, Debian Lenny, from source, carefully followng chap 3.2.1 of the pdf documentation. Now wenn I call http://myserver.mydomain/otrs/installer.pl from the browser I get an "Internal Servr Error, The server encounted an internal error or misconfiguration and was unable to complete your request". The apache2 log file records "Can't locate Kernel/Config.pm in @INC (@INC contains: ...) at /home/www/otrs/bin/cgi-bin/installer.pl line 40." installer.pl line 40 is "use Kernel::Config;" the section over line 40 goes === use strict; use warnings; # use ../../ as lib location use FindBin qw($Bin); use lib "$Bin/../.."; use lib "$Bin/../../Kernel/cpan-lib"; use vars qw($VERSION $Debug); $VERSION = qw($Revision: 1.28 $) [1]; # check @INC for mod_perl (add lib path for "require module"!) push( @INC, "$Bin/../..", "$Bin/../../Kernel/cpan-lib" ); === As you must have noticed otrs is not in /opt but under /home/www. I thought, I was careful in giving that parameter during the installation. Can somebody post instructions where to look? Ratna

3 7

Calendar: Change layout of events
by Jeremy Adams 26 Mar '09

26 Mar '09

Currently ORTS show events in the calendar are displayed as (agent) Title. I would rather the event was showen in the calendar as Title (agent) How would one accomplish this? Thanks Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

2 2

looking for help to update from OTRS 1.3.2 to 2.3.4
by Mercator GmbH 26 Mar '09

26 Mar '09

Hello, I am looking for someone who could help me to upgrade from my rather old OTRS 1.3.2. to the newest version (2.3.4), keeping all my customization working. Of course I will pay for this. But please, only freelancers who don't charge like a professional service, because I couldn't afford this. Please respond to info(a)mercator.net thanks, marc

1 0

haloo
by sasa072 26 Mar '09

26 Mar '09

haloo

1 0

Separate outboutnd email addresses per queue...
by Andrew Klino 26 Mar '09

26 Mar '09

All, I've tried Googling this to no avail. Can any one tell me how this is possible? We need to make the "From:" address different for all outbound emails from OTRS per the queue they originate from. A secondary goal would be to actually have the outbound emails route through the appropriate SMTP relay for its address. For example, if I reply to a customer from the "Widgets" queue, I want the outbound email to be from help(a)widgets.org. Or if I'm replying to a ticket in the "Scallywag" queue, it should read help(a)scallywag.net. Clarifying the secondary goal, I would like emails sent from help(a)widgets.org to relay through smtp.widgets.org, and help(a)scallywag.net to relay through smtp.scallywag.net, etc. I hope that makes sense. Any help would be greatly appreciated. Thanks! -A

3 2

overtime reports
by Leonardo Certuche 25 Mar '09

25 Mar '09

Hi list, We are running OTRS 2.3.3 with ITSM 1.2.2. In this particular implementation each SLA has only set the parameter called *Escalation - First Response Time *and we would like to have a report that precisely shows all tickets in which first response time is over on a defined period of time. I know this info is shown on the screen every time the index.pl interface is open but I haven't been able to find the queries used. I checked both the default statistics reports as well as the ones offered by OTRS-Manager but none seem to address our needs. Thanks in advance for your help! Greetings, Leonardo Certuche

1 0

what permission to give FAQ folder to public access
by Aung 23 25 Mar '09

25 Mar '09

Hi, I have install OTRS FAQ and I can see it as agent without any problem. I want some of the FAQ category to be able to access by public. I have set FAQ module state to public (all) and still cannot see category. What permission should I give to public access for some category? Thanks for the great code to OTRS team Kindest regards, Aung

1 0

Problem to edit customers data from external backend
by Fabien Acher 25 Mar '09

25 Mar '09

Hello, I have a question about the use of an external backend. I manage to link my OTRS system with my existing customer backend. So when I create a new customer in "admin -> Customer Users" it is correctly created in my DB. When I search for a customer, they are also correctly found in my DB. My problem is when I want to load/edit the data of an existing customer (Edit (Change) Panel). The fields' values are not retrieved and are blank. Has anybody already faced this problem or does know how to solve this? Thank you in advance Best regards Fabien

1 0

How to enable Net::SMTP debug
by Maurício Ramos 25 Mar '09

25 Mar '09

Hello, We are having issues sending messages through a SMTP server (Exchange). Apache error log registers the following: . . . [Fri Mar 20 16:06:16 2009] [error] [client 172.26.129.108] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Mar 20 16:06:16 2009, referer: http://172.26.129.21/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=87 [Fri Mar 20 16:06:16 2009] [error] [client 172.26.129.108] , referer: http://172.26.129.21/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=87 [Fri Mar 20 16:06:16 2009] [error] [client 172.26.129.108] Message: Can't send message: 550Start mail input; end with <CRLF>.<CRLF>, referer: http://172.26.129.21/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=87 [Fri Mar 20 16:06:16 2009] [error] [client 172.26.129.108] 5.7.1 Client does not have permissions to send as this sender, referer: http://172.26.129.21/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=87 [Fri Mar 20 16:06:16 2009] [error] [client 172.26.129.108] ! Enable Net::SMTP debug for more info!, referer: http://172.26.129.21/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=87 . . . We checked that through a common email client we are able to send messages but no through otrs. We can´t find how to turn on this debug. Is this an Apache config, otrs config...? Thanks.

1 2

A few tasks I can't figure out
by Collin Cusce 25 Mar '09

25 Mar '09

I've just come into possession of an OTRS system that I have to maintain. I'm trying to figure out how to properly configure this to do certain tasks so that I can eventually integrate it into our internal system. Well as I got into it, I realized that the guys here were so frustrated with OTRS that they gave up and began forwarding everything they got into their queues to a separate GMail account, which they then filtered, and used. *boggles* Then I realized why they were doing this, and it makes sense considering they were unaware how to make an alternative solution.... Problems: 1) They have no idea how to add email addresses in the administrator. They can create a new email, but it doesn't forward just by assigning it to a queue. 2) Believe it or not, they DO NOT need new tickets to be created by customers EVER. They want to do the *reverse* and issue tickets to customers (this is an enforcement agency, tickets = violations). 3) They need finer control over what information goes where... right now they have 4 queues (more like "buckets") which contain over 20,000 open tickets ... most of which are from valid customers not responding to the ticket, but instead extracting each issue from the ticket and making it its own ticket... which of causes thousands of new tickets to be created. Here's the idea, and it will work if I can figure out how it's exactly done... 1) Disable new ticket creation. Only allow follow-ups. If a ticket is closed, no more follow-ups. 2) If a user attempts to send an email to our account and we cant detect the ticket number (regex the Subject Field?), then we auto-respond with an nice message telling them they must reply to the original ticket. 3) Match the email To: field so that it redirects the email to the correct queue. For instance telecom.us.imm.compliance(a)ouraddress.com goes to US::IMM::Telecom queue. 4) I can't figure out how OTRS is recieving emails... where is the configuration for that? Postmaster doesn't appear to be set up. Once I can do that, I can work on integrating OTRS into the system I built via the RPC using SOAP. But I can't get to that point until I clean up this current system... Help!! Where can I find better information on OTRS. The docs are not a big help at all. :-(

2 1

Using fetchmail?
by Mike Dent 25 Mar '09

25 Mar '09

Hi, I recently moved my email to google mail apps. That's all fine but I did not remember that google mail only does SSL POP3 and IMAP. So the standard PostMasterPOP3 will not work. I am using OTRS 2.2.6. So I took the following steps. 1) Installed fetchmail 2) edited the .fetchmailrc in /opt/orts to suit my account 3) Uncommented the fetchmail line in /opt/otrs/var/cron 4) Ran '/opt/otrs/bin/Cron.sh start otrs' to put the crontab file in place. Have I missed anything? Do I need to configure anything in OTRS to tell it I am using fetchmail? I am seeing these crond[16829]: (otrs) CMD (/usr/bin/fetchmail -a --ssl >> /dev/null) every 5 mins in the cron log file but no mail seems to be making it to OTRS. Is there any extra logging I can see? Many thanks Mike

4 6

Replay text
by A W 25 Mar '09

25 Mar '09

Hope that anyone can help me. When I replaying to a message my text is on the BUTTOM of the email. I want the replay text to be on TOP of the email. How do I change this?

4 3

TIP: Agent Ticket Search Button
by Frans Stekelenburg 25 Mar '09

25 Mar '09

Hi, I am not sure if this already is up for a coming version, but since I was a bit fed up having to scroll down to submit a search (and by mistake used the template search button, getting zero results), I made this tiny little fix. Maybe usefull for others as well, hence the share: # PUT 'Search' Submit button also on top of selection field table diff AgentTicketSearch.dtl AgentTicketSearch.dtl.org 58,60c58 <  < <td class="contenthead">$Config{"Ticket::Hook"} $Text{"and"} $Text{"CustomerID"}</td> < <td class="contenthead" align=right><input class="button" accesskey="g" type="submit" value="$Text{"Search"}"/></td> --- > <td colspan="2" class="contenthead">$Config{"Ticket::Hook"} $Text{"and"} $Text{"CustomerID"}</td> Of course I used/copied the original AgentTicketSearch.dtl from /opt/otrs/Kernel/Output/HTML/Standard To: /opt/otrs/Kernel/Output/HTML/Custom We use the "Custom" theme as standard. gr, Frans

1 0

Problem About LDAP Integration
by Selçuk Han AYDIN 25 Mar '09

25 Mar '09

Dear Friends, I have installed OTRS on OpenSUSE Linux distro. I have tried to performe auth via LDAP. I have configured the "Config.pm" file. The system "/var/log/messages" files gives the following message: Mar 17 10:49:27 marine OTRS-CGI-10[4687]: [Notice][Kernel::System::Auth::LDAP::Auth] User: saydin (uid=saydin,ou=### <Deleted for security> ###) authentication ok (REMOTE_ADDR: ::1). Mar 17 10:49:28 marine OTRS-CGI-10[4687]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'saydin'!!! As understood from the message and from the documents about "Panic! No UserData", I should configure "Config.pm" similar to following way. ############################# $Self->{UserSyncLDAPGroups} = [ 'users', ]; $Self->{UserSyncLDAPMap} = { # DB -> LDAP id => 'uidNumber', login => 'uid', first_name => 'cn', last_name => 'gecos', valid_id => 'uidNumber', }; ################# Our LDAP DB information for me as follows; dn: uid=saydin,ou= <Deleted for security> uid: saydin cn: selcuk han aydin objectClass: account objectClass: posixAccount objectClass: top objectClass: shadowAccount loginRShell: /bin/rbash homeRDirectory: /home/user shadowLastChange: 6445 loginShell: /bin/bash uidNumber: 17332 gidNumber: 10044 homeDirectory: /home502/saydin gecos: selcuk han aydin major: bidb minor: adm type: 1 Would you please help me how configure "Congif.pm" for the correct mapping. Best regards, -selcuk-

2 2

NagiosAcknowledge.pm issues
by fevin Kagen 25 Mar '09

25 Mar '09

I am trying to get NagiosAcknowledge.pm working, but I am running into a few issues. The http acknowledge url I am using in otrs is > http://xxx.xxx.xxx.xxx/nagios/cgi-bin/cmd.cgi?cmd_typ=<CMD_TYP>&cmd_mod=2&host=<HOST_NAME>&service=<SERVICE_NAME>&sticky_ack=on&send_notification=on&persistent=on&com_data=<TicketNumber>&btnSubmit=Commit<http://xxx.xxx.xxx.xxx/nagios/cgi-bin/cmd.cgi?cmd_typ=%3cCMD_TYP%3e&cmd_mod…> The only change I made was the IP address. When the script is called from otrs, the following is logged in the var/log/httpd/access.log on the nagios box > xxx.xxx.xxx.xxx - nagiosadmin [24/Mar/2009:10:15:36 -0400] "GET /nagios/cgi-bin/cmd.cgi?cmd_typ=%3CCMD_TYP%3E&cmd_mod=2&host=host_name%0D&service=PING%0D&sticky_ack=on&send_notification=on&persistent=on&com_data=%3CTicketNumber%3E&btnSubmit=Commit HTTP/1.1" 200 1131 "-" "libwww-perl/5.816" The issue is with the variables. The <HOST_NAME> and <SERVICE_NAME> are both followed by a "%0D". The Ticket number is also not correct in this example although it has worked in other tests. This is obviously confusing nagios and causing the acknowledgement process to fail. When I manually fill in the variables > http://xxx.xxx.xxx.xxx/nagios/cgi-bin/cmd.cgi?cmd_typ=34&cmd_mod=2&host=hos… and paste it into a web browser, it works great. The following (correct entry) is logged in the /var/log/httpd/access.log xxx.xxx.xxx.xxx - nagiosadmin [24/Mar/2009:00:32:04 -0400] "GET /nagios/cgi-bin/cmd.cgi?cmd_typ=34&cmd_mod=2&host=host_name&service=PING&sticky_ack=on&send_notification=on&persistent=on&com_data=2008032414208038&btnSubmit=Commit HTTP/1.1" 200 1307 "-" "libwww-perl/5.816" and the acknowledgment is successfully processed by nagios. I had some customizations in my nagios emails and I was using postfix as opposed to sendmail. I reverted back to the standard notification commands as well as to using sendmail for sending without any change. I am running Fedora Core 9 on both machines and I'm out of ideas? Thanks in advance for any assistance you may be able to offer- fevin

1 0

Multiple instances SystemMonitoring
by Anders Schjelderup Lyng 24 Mar '09

24 Mar '09

Hi! I use SystemMonitoring with Nagios and it works like a charm. Now I want to use it with one of mye other systenms as well, but I cant seem to find a way to define a new instance of PostMaster::PreFilterModule###1-SystemMonitoring Anders S. Lyng

1 0

Predefined responses on bulk action
by Lic. Federico G. Stilman 24 Mar '09

24 Mar '09

Dear folks, 1) For a long time I have been looking for a way to send one of the predefined responses to -for example- send the same response to a group of selected tickets. I've never found the way. Is this possible? 2) The same for the new Ticket-Email operation: is it possible to use a predefined response when creating a new email-ticket ? It would be great having the list of responses like we have them when answering to an already extisting article. Regards, Federico G. Stilman

2 1

Resending emails
by Hiren Joshi 24 Mar '09

24 Mar '09

Is there a way to scan through the articles table and resend all emails sent by an agent after a certain date? Thanks, Josh.

1 0

Regarding Bcc Field in Otrs
by sumeet jain 24 Mar '09

24 Mar '09

Hello, I just went through table structure and got to know that Bcc fields ID are not stored in database. I was wondering why is this field skipped? I would like to know the reason since even search doesnt has Bcc field and in ticket view too Bcc id's are not displayed. I want to know the reason behind this thing. Regards, Sumeet Jain

2 2

Re: [otrs] Include HTML signature in mail
by Marco Vannini 23 Mar '09

23 Mar '09

http://www.mail-archive.com/otrs@otrs.org/msg24503.html On Mon, Mar 23, 2009 at 11:50 AM, Fabien Acher <fabien.acher(a)fft.be> wrote: > Hello, > > > > I’m wondering if there is any way to include an HTML formatted signature in > e-mails sent from OTRS. > > > > Thank you for your answer > > > > Best regards > > > > Fabien > > ____________________________________ > > Fabien ACHER > Project and support engineer > > Free Field Technologies > BELGIUM > > > > > > --------------------------------------------------------------------- > 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

Include HTML signature in mail
by Fabien Acher 23 Mar '09

23 Mar '09

Hello, I'm wondering if there is any way to include an HTML formatted signature in e-mails sent from OTRS. Thank you for your answer Best regards Fabien ____________________________________ Fabien ACHER Project and support engineer Free Field Technologies BELGIUM

1 0

Adding Queue
by James Leiter 20 Mar '09

20 Mar '09

James Leiter System Technician R&B Solutions Inc. 860 Northpoint Blvd. Waukegan, IL. 60085 work number: (847)887-8512 This message is intended only for the named recipient. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. I am trying to add queues to the ticket system but editing the defaults that are already there, but every time I change the name of a default it doesn't queues show up in the queues list for the customer.

1 0

Adding fields to the right-hand pane on the agent ticket window
by Greg Pennell - HSA Global 20 Mar '09

20 Mar '09

Is it possible to add a field to the right-hand (grey) pane on the agent ticket view. I'm recording the an internal reference number in a free text field and what to easily display it when viewing the ticket Cheers Greg

3 4

customer group questions
by Rachid Zarouali 20 Mar '09

20 Mar '09

Hy all, i have several users on my otrs system, some of them are part of an internal service. my goal is to make all member of this service to see all tickets created by their mates. Note that they should see these tickets only using the customer interface not the agent interface. any ideas on how to make this possible ? Thanks for your help :) Rachid

1 0

Changing direct URL
by James Leiter 20 Mar '09

20 Mar '09

I'm trying to change the direct URL from http://name/otrs/customer.pl to something simpler and shorter. And if you could use lame mans term, due to being new at Apache

2 2

Activate responsible icons
by Caspar Kennerdale 20 Mar '09

20 Mar '09

Hello We have started to use the responsibility features, however I done seem to be able to activate the icon in the upper part of the user interface which allows you to view all tickets for which you are responsible. Can anyone tell me where to activate this in the sysconfig please? If it is any help none of the other icons appear either - watched tickets, new message and locked tickets. I assumed it would be one of these, but no joy Frontend::Agent::LinkObject2::MenuModule <http://www.centaur2.co.uk/otrs/index.pl?Action=AdminSysConfig&Subaction=Edi t&SysConfigSubGroup=Frontend::Agent::LinkObject2::MenuModule&SysConfigGroup= Framework> 2 Framework Frontend::Agent::ITSMConfigItem::MenuModule <http://www.centaur2.co.uk/otrs/index.pl?Action=AdminSysConfig&Subaction=Edi t&SysConfigSubGroup=Frontend::Agent::ITSMConfigItem::MenuModule&SysConfigGro up=ITSM> 6 ITSM Frontend::Agent::ITSMLocation::MenuModule <http://www.centaur2.co.uk/otrs/index.pl?Action=AdminSysConfig&Subaction=Edi t&SysConfigSubGroup=Frontend::Agent::ITSMLocation::MenuModule&SysConfigGroup =ITSM> 3 ITSM Frontend::Agent::ITSMSLA::MenuModule <http://www.centaur2.co.uk/otrs/index.pl?Action=AdminSysConfig&Subaction=Edi t&SysConfigSubGroup=Frontend::Agent::ITSMSLA::MenuModule&SysConfigGroup=ITSM > 2 ITSM Frontend::Agent::ITSMService::MenuModule <http://www.centaur2.co.uk/otrs/index.pl?Action=AdminSysConfig&Subaction=Edi t&SysConfigSubGroup=Frontend::Agent::ITSMService::MenuModule&SysConfigGroup= ITSM> 3 ITSM Frontend::Agent::Ticket::MenuModule <http://www.centaur2.co.uk/otrs/index.pl?Action=AdminSysConfig&Subaction=Edi t&SysConfigSubGroup=Frontend::Agent::Ticket::MenuModule&SysConfigGroup=ITSM> 2 ITSM Frontend::Agent::Ticket::MenuModule <http://www.centaur2.co.uk/otrs/index.pl?Action=AdminSysConfig&Subaction=Edi t&SysConfigSubGroup=Frontend::Agent::Ticket::MenuModule&SysConfigGroup=Ticke t> 17 Ticket Frontend::Agent::Ticket::MenuModulePre <http://www.centaur2.co.uk/otrs/index.pl?Action=AdminSysConfig&Subaction=Edi t&SysConfigSubGroup=Frontend::Agent::Ticket::MenuModulePre&SysConfigGroup=Ti cket> 8 Ticket Thanks Caspar

2 1

Message: No Permission to use this frontend module!
by ume 2gather 19 Mar '09

19 Mar '09

No Permission! Message: No Permission to use this frontend module! I get above message when I try to access my admin area. I just installed otrs2.3.4 on shared hosted server. As per the documentation I created database manually as I dont have root access to the server. I went step by step as in the docs. any help will be appreciated. cheers Ram

1 0

'Admin' rights gone for all accounts
by Richard.Obenchain＠arvatousa.com 19 Mar '09

19 Mar '09

A few weeks ago I went on vacation, and when I came back someone had (somehow) removed all access to the admin functions from everyone (including root). I have access to the database, and I can log into the system from the front end. It looks like I'm still a member of the Admin group, but the "Admin" butting is missing and even trying action=Admin gets me a "no permissions" error. I can't find any place in the database that assigns group permissions to modules or functions, so I can't see any method for reversing this and getting control of my system back. Anyone have any suggestions? Richard A. Obenchain

1 0

Responsible + notification addresses
by Caspar Kennerdale 19 Mar '09

19 Mar '09

Hello I am trying to use the responsible function which seems to work, except it doesn't seem to send a notification email to the responsible person Where is this activated from - I assumed within the user profile but that only talks about queue notification Caspar Kennerdale

1 0

Predefined response on bulk action
by Lic. Federico G. Stilman 19 Mar '09

19 Mar '09

Dear folks, 1) For a long time I have been looking for a way to send one of the predefined responses to -for example- send the same response to a group of selected tickets. I've never found the way. Is this possible? 2) The same for the new Ticket-Email operation: is it possible to use a predefined response when creating a new email-ticket ? It would be great having the list of responses like we have them when answering to an already extisting article. Regards, -- Lic. Federico G. Stilman Stilman Research Tel/Fax: (011) 4801 - 4605 / 4177 Cel.: (00 598) 94 066 771

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Response to all
by Pierre Xavier 19 Mar '09

19 Mar '09

Dear Otrs users, In my ticket view, I have the possibility to compose an answer mail to respond to the people who open the ticket. What I want is to be able to compose an answer which will respond to people who opened the ticket AND people in copy of the ticket (like a "reply all" in outlook). I didn't find this option in the admin side, is it possible to do it ? Thanks a lot, Pierre

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Change state notification for Agents
by Andrew Edunov 18 Mar '09

18 Mar '09

Hi List, I need implement "Change state notification for Agents". Do somebody have any idea how can i do this? -- Best regards, Andrew Edunov

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Re: [otrs] Tickets not changing state after "Note" entries...
by L Marshall 18 Mar '09

18 Mar '09

I'd think that it is possible to modify this but what you are describing is normal behavior. To change the state the owner must create a phone call or email response. Notes, etc. doe not change the state.

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Tickets not changing state after "Note" entries...
by Tim Meader 17 Mar '09

17 Mar '09

We've implemented OTRS 2.3.4 on an Apache 2 system here in our environment. For the most part, things appear to work fine. It came to our attention this past week though, that the tickets are not automatically changing the state from "new" to "open" in response to adding a note or assigning an owner to a new ticket that comes in. Going through the config guide/documentation at otrs.org, we've checked to make sure that all the necessary module settings are properly configured. Every mentioned "NextState" entry we could find that's remotely connected to either of those two scenarios appears to be properly configured to "open". We've even gone so far as to add any pertinent lines mentioned on the docs page here (http://doc.otrs.org/2.3/en/html/c1801.html) to our Config.pm... and no dice. Tickets still are not changing state in response to actions performed in the interface. Out of curiosity, I went ahead and took a look at the mysql log on the OTRS server. When I take a look at all the queries generated during adding a note to a ticket or changing the owner of a ticket, it doesn't seem that any of the queries are "UPDATE" statements that might actually be able to change the "State" field in a ticket. Not sure if this is normal or not, but at the very least, there are certainly no SQL errors being generated in the SQL error logs or Query logs during normal usage. Likewise, there aren't any errors in the Apache logs for the server during OTRS usage. Hopefully someone on here can provide either some suggestions or insight into what is going on with our (seemingly) otherwise functioning setup. Thanks in advance. -- Timothy Meader L-3 Communications, NASA EOS Security Operations Timothy.A.Meader(a)nasa.gov (301) 614-6371

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Change state notification for Agents
by Andrew Edunov 17 Mar '09

17 Mar '09

Hi List, I need implement "Change state notification for Agents". Do somebody have any idea how can i do this? -- Best regards, Andrew Edunov

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Re: [otrs] How to enable the public/customer/agent FAQs feature?
by L Marshall 17 Mar '09

17 Mar '09

>In OTRS version 2.3.4, how do >I enable the FAQ >functionality described You likely need to install the FAQ module in the package manager. (Admin | Package Manager)

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No Permission when zoom any ticket
by Gustavo Azambuja 17 Mar '09

17 Mar '09

Hi, I make a upgrade from 2.2.4 to 2.3.4, now, when I click on 'Zoom' on a ticket in the queue I've got "No Permission!". if I try with root at localhost (admin user) work fine. I have all permission (rw) in all queues, i have this menssages in my _lock_ tickets. I try with Generic Agent (loged with my user) change the owner to myself, this change fine, but i cant Zoom in tickets. This happend with all my agents (8) i only see the details of tickets with root user. What's wrong? In logs apper: Mar 17 01:43:53 suporte OTRS-CGI-10[17703]: [Notice][Kernel::System::Ticket::Permission] Permission denied (UserID: 2 'ro' on TicketID: 144734)! PD: UserID 2 is my user id. -- Gustavo Azambuja - Linux User: 275813 http://www.twitter.com/gazambuja

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Change state notification for Agents
by Andrew Edunov 17 Mar '09

17 Mar '09

Hi List, I need implement "Change state notification for Agents". Do somebody have any idea how can i do this? -- Best regards, Andrew Edunov

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Error: Need TicketID!
by bch.sky 17 Mar '09

17 Mar '09

Hi, I'm a new user of OTRS (windows version) and I write from Italy. I have a problem with sending the tickets by customers. When a client sends the alert, the system display the following error message: /"Errore: Need TicketID!"/ /ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Mar 16 12:14:06 2009 Message: Need TicketID! Traceback (2236): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.185.2.2) Line: 88 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.35) Line: 357 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.35) Line: 857 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Programmi_OTRS_OTRS_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.41) Line: 204 Module: ModPerl::RegistryCooker::run (v1.41) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.41) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31/ Screenshot: http://s1.xzshare.com/432037357-problem_otrs.jpg I can not understand what is the problem ... I have not changed any essential parameter before the error. I hope you can help me. I'm waiting for your reply. Thank you Marco /P.S. I'm sorry for my bad English./

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default customer lang and defautl queue?
by Grzegorz Dajuk 17 Mar '09

17 Mar '09

Hello Two questions: 1) How can I change the default customer login language? Not after user-login screen, but the screen before, where every customer log-in ? 2) How set the default queue in the customer NewTicket box? Let's say that user has only one queue, and when he login to the customer panel, and click "New Ticket", there is by default dash "-". and he have to click and roll to select the default queue ascribed to him. How to make it default? -- Best Regards Grzegorz Dajuk

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How to enable the public/customer/agent FAQs feature?
by Harry Simons 17 Mar '09

17 Mar '09

Hi, I'm completely new to OTRS! In OTRS version 2.3.4, how do I enable the FAQ functionality described at http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=21&ItemID=262 ? I would especially like to have the FAQ feature with all 3 FAQ types -- customer, agent, and public -- supported. What I have done so far as a sys admin? I tried searching case-insensitive for any filenames '*faq*' under the 'otrs' folder. Didn't find any. I then tried searching case-insensitive for the text 'faq' in all source files under the 'otrs' folder. Did find quite a few matching files. This tells me that the FAQ functionality is definitely in there 'in some shape or form' but, then, how do I turn it on? The Admin manual, version 2.3 says this about FAQ... "20.5. FAQ The FAQ system is at present still integrated in the central OTRS framework. It supports editing and viewing FAQ articles. To improve browsing of the different articles, they can be structured in categories and sorted by language." Not sure what is true: 1. The Admin manual? 2. Or, the link http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ... link above? 3. Or, the source code? Since reading source code is not easy, I admit, I don't know what the FAQ-related code is really doing. Would greatly appreciate your help. Many thanks in advance. Regards, /HS

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We are looking for a consultant (OTRS:ITSM / ISO-20000)
by Julia Pfannenstill 17 Mar '09

17 Mar '09

Our company oversees an industrialized outsourcing solution for the total IT needs of small to medium companies with a focus on Open-Source Software. Our head office and engineering department is based in Bizerte in Tunisia. Our Customer Service team operates from our office in Vienna in order to provide "on-site" services to our Austrian client base. We have recently opened a subsidiary in Paris to enable us to expand into the French Market In order to prepare ourselves for an increase in our client base and in our capacities, we need to imporove the quality of the services we currently provide. To avoid a reinvention of our systems, we are looking to establish ITIL conform processes; as a motivational and prospecitve marketing tool we would like to achieve ISO-20000 certification. We would like to use this opportunity to transfer from RT to OTRS:ITSM. As support for the implementation of these projects, we are currently looking for an ISO-20000 lead consultant or ISO-20000 lead auditor, who has experience with OTRS:ITSM and has partaken in multiple projects concerning the ISO-20000 certification. Fluent English is also required for this position. Kind regards, Julia Pfannenstll

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We are looking for a consultant (OTRS:ITSM / ISO-20000)
by Julia Pfannenstill 17 Mar '09

17 Mar '09

Our company oversees an industrialized outsourcing solution for the total IT needs of small to medium companies with a focus on Open-Source Software. Our head office and engineering department is based in Bizerte in Tunisia. Our Customer Service team operates from our office in Vienna in order to provide "on-site" services to our Austrian client base. We have recently opened a subsidiary in Paris to enable us to expand into the French Market In order to prepare ourselves for an increase in our client base and in our capacities, we need to imporove the quality of the services we currently provide. To avoid a reinvention of our systems, we are looking to establish ITIL conform processes; as a motivational and prospecitve marketing tool we would like to achieve ISO-20000 certification. We would like to use this opportunity to transfer from RT to OTRS:ITSM. As support for the implementation of these projects, we are currently looking for an ISO-20000 lead consultant or ISO-20000 lead auditor, who has experience with OTRS:ITSM and has partaken in multiple projects concerning the ISO-20000 certification. Fluent English is also required for this position. Kind regards,

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Re: [otrs] [itsm] unable to create users
by Anton Gubar'kov 17 Mar '09

17 Mar '09

Hello, Mohammed, OTRS checks email addresses for validity by quering DNS for MX record. If the MX record for the domain part of email is found, the email address is considered valid. I assume you have a smart SMTP host that knows how to handle email. Your OTRS doesn't have access to worldwide DNS and that's why it can't check addresses. You can disable email address checking until you allow OTRS to use DNS correctly. Go to SysConfig, choose Framework and access config for Core. You need to set CheckEmailAddresses to No. You may wish to set CheckMXRecord to No as well. This will allow you to send email replies from tickets without checks for valid email addresses. I've replied to the list as well so that other people could see our discussion too. Regards, Anton. 17 марта 2009 г. 11:11 пользователь MD, AbdulRaheem <abdulraheem.md@ genpact.com> написал: > Hello Anton, > First of all let me apologise for not using the mailing list. The website > is blocked on my company's corporate Intranet hence I am emailing you > directly. Hopefully I am able to get the site opened soon. > I have just installed OTRS on a Win 2003 server with MySQL and am able to > login fine with admin acct. I am unable to create any users (agents)/ > customers. I receive the following error : > Email address (abdulraheem.md(a)genpact.com) not valid (invalid > abdulraheem.md(a)genpact.com (no mail exchanger (mx) found!)! )! > I have tried to configure my company's Exchange Server for SMTP but I must > be doing something wrong since its not working. Could you help me or direct > me to a site which provides detailed steps in configuring email? > > Thanks, > Mohammed Abdul Raheem > Manager > Genpact, Hyderabad, India > E abdulraheem.md(a)genpact.com > www.genpact.com > > > > -----Original Message----- > From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of > Anton Gubarkov > Sent: Tuesday, March 17, 2009 1:17 AM > To: ITSM User questions and discussions > Subject: Re: [itsm] edit customer company entries > > Hi again. > I could'nt figure out how to use customer company. I looks like a pure > string attribute with no meaning in the system. > If you want to group your customers and allow them to see other tickets > from his/her company, you need Customer ID field. The company tickets view > in customer frontend shows tickets with Customer ID equal to the Customer ID > of the loggen in customer. > > Regards > Anton. > > Diego Giardinetto пишет: > > Hi! > > A bit question: is it possible edit customer company id and customer > > company name? > > > > Thx, > > Diego > > > > --------------------------------------------------------------------- > OTRS mailing list: itsm - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/itsm > To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > 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. > >

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