- otrs - OTRS mailing lists

no autoresponders to addresses that we are importing mail from
by support＠sjobeck.com 17 Mar '09

17 Mar '09

Hey all, hope youre well. We are polling for & importing email from an email address in to a queue. We do this for addresses like hostmaster & postmaster & those are not real people (just "roles" people play) and OTRS updates every single email (of which there are A LOT of mails) with an update for every single change, owner, status, priority, state, and it is a tremendous amount of mail from OTRS back to that mailbox. Often, these cause loops, and the few people who are in this queue are instantly buried in mail. Can we somehow have all the auto-responses still sent to all our clients (which we need & like very much) but not have any auto-responses sent back to hostmaster & postmaster & etc? Thanks very much for this (slightly?) newbie question, Jason Sjobeck

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Help me get the "My Tickets" toolbar button back!
by Graham Fleming 17 Mar '09

17 Mar '09

Hey guys, After a recent update from 2.0 where we had a navbar module called "My Tickets" which would allow agents to see all of their open tickets, this button has disappeared. We updated to 2.3 and followed all update instructions. The problem is the person who first set up OTRS for us is now gone from the company. How can we get this "My Tickets" button back? Please help!!!! Graham Fleming Network Specialist Boardwalk Communications 250.483.3202

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RegExp Filter Error
by Roman Haag 16 Mar '09

16 Mar '09

Hello I get an error reported by cron when executing the filter. It seems that some content in mail does disturb it. The error is the following: > Betreff: Cron <otrs@lounge> $HOME/bin/PostMasterMailbox.pl >> /dev/ > null > > ^* matches null string many times in regex; marked by <-- HERE in m/ > ^* <-- HERE @frentix.com$/ at /opt/otrs/Kernel/System/PostMaster/ > Filter/MatchDBSource.pm line 75. The incoming mail contains following part: > from user: bla ---2009-03-13 12:37:45,503 [TP-Processor7] ERROR > OLATRuntimeException - OLAT::ERROR ^%^ E5 ^%^ org.olat.core.logging > ^%^ bla ^%^ > 78.34.71.37 ^%^ <URL> ^%^ Mozilla/5.0 (Windows; U; Windows NT 6.0; > de; rv:1.9.0.5) Gecko/2008120122 > Firefox/3.0.5 ^%^ What should I do in order to prevent the filter to fail or at least not to send this error reports? Thank you for your help. kind regards Roman

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Unable to login right after my first install of OTRS 2.3.4 on Linux / Fedora 9.
by Harry Simons 16 Mar '09

16 Mar '09

Hello, I just finished 'installing' OTRS 2.3.4 on Linux/Fedora 9 (2.6.27.12-78.2.8.fc9.i686). Am having problems logging in. When I try to login with a user / password of root@localhost / root, I get the following error page: [ Page URL: http://ida/otrs/index.pl?Session=1107c70b3ed02153d67786814ed8720f47 ] Error: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-11 Perl: 5.10.0 OS: linux Time: Mon Mar 16 11:18:08 2009 Message: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Traceback (5825): Module: Kernel::System::Config::WriteDefault (v1.78.2.4) Line: 299 Module: Kernel::Modules::AdminInit::Run (v1.8.2.4) Line: 50 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 Also, my /var/log/messages shows the following: Mar 16 11:17:56 ida OTRS-CGI-11[5823]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 127.0.0.1). Mar 16 11:18:00 ida OTRS-CGI-11[5825]: [Error][Kernel::System::Config::_Init][Line:200]: Can't write cache file /opt/otrs/var/tmp/SysConfig-Cache_Kernel_Config_Files_Framework.xml-1aec9a47e59a99c0f63cfe9c578a58bb.pm: Permission denied Mar 16 11:18:06 ida OTRS-CGI-11[5825]: [Error][Kernel::System::Config::_Init][Line:200]: Can't write cache file /opt/otrs/var/tmp/SysConfig-Cache_Kernel_Config_Files_Ticket.xml-f8689fe4f54650acc42b34d49678f10a.pm: Permission denied Mar 16 11:18:08 ida OTRS-CGI-11[5825]: [Error][Kernel::System::Config::WriteDefault][Line:299]: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Note that: 1. I have installed OTRS via the rpm. I think, it had some a quirk in not being able to create the /opt/otrs directory on its own, which I did manually, after which it was happy. 2. I have run the 'bin/SetPermissions.sh /opt/otrs otrs apache apache apache' command to rule out permissions issue. I even briefly logged in as apache user (via 'su - apache') and verified that I was able to manually touch files in each of the above folders (i.e., /opt/otrs/Kernel/Config/Files and /opt/otrs/var/tmp). Could someone please let me know what is it that I'm missing here? Regards, /HS

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Graphic generation and Persian text problem
by Afshar Mohebbi 15 Mar '09

15 Mar '09

Hi there, Does anyone knows what module or component is responsible for generating image files in Stats? I have some Persian (Farsi) text that is rendered incorrectly in stats whose output is graphical. I want to test this module manually. I'm using ActivePerl in Windows. Thanks a lot, Afshar Mohebbi

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How can i hide waiting tickets in my Queues?
by ml＠bortal.de 13 Mar '09

13 Mar '09

Hello List, i sometimes have to put my tickets on wait for more than a few weeks. They all sit in my own queue now and make it messi. How can i hide tickets with the waiting status? Cheers, Mario

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Re: [otrs] Ticket State After Link - Merged?
by Josh Higgins 13 Mar '09

13 Mar '09

Shawn, thanks for the quick response. Perhaps I was going about this the wrong way. The behavior of a bulk-action merge does not seem to work the same as the merge function within a ticket. The merge seems to work well, but only if I know the ticket number and I'm not using bulk-action. What I'd like to see is the fulltext search option in the merge screen, just like what is provided in the "link" screen. The ability to search for text and select multiple tickets from a results window to merge would be ideal. Thanks, Josh >>On Thursday 12 March 2009 19:17:39 Josh Higgins wrote: >> Is it possible to set the ticket state after linking tickets? I'd like >> any child tickets (linked) to show a state of 'merged'. > >As soon as you set a ticket to merged, if this ticket was linked to another >ticket, the links in all tickets will be crossed out. The ticket to which was >merged will receive a link and all the contents of th ticket. The merged >ticket will receive a link to the new ticket, and be set to merged. So I am >not sure I understand what you are looking for? Please try again. > >-- > >Shawn Beasley >Support Technician > > >((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing > Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 > http://www.otrs.com/ :: Communication with success! > >

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Hide ticket type from customer
by Ulrich Gøhns 13 Mar '09

13 Mar '09

Hello, We got 3 ticket types: Incident, Problem and Service Request. We want to hide Problem from the customer drop down list when they are making a new ticket, but agents should still be able to create tickets with the Problem type. Any one know how to do this? Med venlig hilsen / Best regards Ulrich Gøhns

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Changing ticket number generator
by Daniel Moellenbeck 13 Mar '09

13 Mar '09

Hey, we are using OTRS within our team for some time now and are quite happy with it. One annoyance is the Ticket Number format (DateChecksum) we chose: As we frequently get calls about the tkts as well, it is always problematic getting a 16-digit-number through a phone line. Thus, I am considering switching to a new format or even implement our own. My concern is about the pre-existant tickets: Some of our tickets have pretty long lifecycles, so it would be mandatory that OTRS is able to assign incoming communication to the old ticket number, while as well recognizing the new format for follow-ups on new tickets. Has anybody ever done this or does anybody knows the pitfalls to face here? Brgds Daniel

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Ticket State After Link - Merged?
by Josh Higgins 13 Mar '09

13 Mar '09

Is it possible to set the ticket state after linking tickets? I'd like any child tickets (linked) to show a state of 'merged'. I notice with the Merge function, if I choose next ticket state 'merged' both tickets end up in the merged state which is not very helpful. I'm also not able to see any way to reference which tickets were merged. It's possible I'm missing something here, or perhaps my configuration is not working as expected. I like the list of linked tickets which show in the ticket view, this is helpful; but I'd rather not have to go back and set each child ticket to closed or merged. Thanks, Josh

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FAQ Permissions
by Andrew Long 12 Mar '09

12 Mar '09

I am wondering if it is possible to restrict what categories of FAQ a customer can see. Currently, logging in as a customer, you can see all FAQ categories (folder hierarchy) even though access to particular FAQ is restricted. We would like a customer not to see categories (which might have other customer names, etc) for which he does not have permissions. Any help appreciated. (sorry for the re-post, I thought I may have been non-compliant by omitting the [otrs] in my previous subject line) Andrew Long EscapeWire Solutions, LLC

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How to Set the customer based on the domain-part of the e-mail
by alexandre - aldeia digital 11 Mar '09

11 Mar '09

Hi, First of all: OTRS is awesome ! Thanks for the great job... ;) My customers open tickets in OTRS only by e-mail. How can I set the customer (and customer ID) using the domain part of the e-mail ? What I need is to create a single user per customer and assign the tickets based on the domain: *(a)bar.com = customer bar Sorry if this was already answered, but I didn't find in any place. Best regards, Alexandre OTRS 2.3.4

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Elapsed time from open to close of a ticket?
by Dominique Merle - GSE Infoline and Partner Manager for Europe 11 Mar '09

11 Mar '09

Hi, I would like to know if there is a way to get the elapsed time from OPEN to CLOSE of a ticket? Thanks, Best regards, Dominique

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Re. ITSM (Type Management)
by Lakshan Fernando. 11 Mar '09

11 Mar '09

I have setup ITSM packages under OTRS 2.3.2 but when i try to create services under the type field it's not active only the field as type is visible, can some one please explain me how to make this type under service visible because of this reason i get an error when i try to create a service. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Sun Feb 22 04:52:54 2009 Message: Need TypeID! Traceback (22406): Module: Kernel::System::Service::ServiceAdd (v1.9) Line: 525 Module: Kernel::Modules::AdminService::Run (v1.1) Line: 166 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) 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 thanks you Lakshan

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How to use Type Management
by Lakshan Fernando. 11 Mar '09

11 Mar '09

I need a good explanation about this Type Management under otrs and how to use this with the ticket and other option I would appreciate if some one help on this Thanks you Lakshan

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Calendar Performance
by Nick Bright 11 Mar '09

11 Mar '09

I'm again revisiting an issue posted to this list around Oct 10, 2008. Unfortunately I have never been able to solve this issue. I used a stopwatch just now to time how long it takes to load the next page when I click on "All Events" in OTRS. It was 55 seconds. In my original posting I hadn't timed it with a stopwatch, I was reporting what the droids told me - apparently they exaggerated a bit. Regardless, the issue persists, and 55 seconds is far too long for as few events as our calendar contains. I am open to whatever suggestions anybody has regarding how to improve performance of the Calendar module! Thank you in advance :) CentOS 5.2, all updates applied OTRS 2.3.3 Apache 2.2.3-11.el5_2 Perl 5.8.8-15.el5_2.1 mod_perl 2.0.2-6.3 mysql-server 5.0.45-7.el5 httpd.conf: <-- snip --> # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec <Location /otrs> ErrorDocument 403 /otrs/customer.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry <-- snip --> output of "top" while attempting to load the calendar: top - 20:22:50 up 41 days, 14:39, 2 users, load average: 0.56, 0.29, 0.22 Tasks: 109 total, 2 running, 107 sleeping, 0 stopped, 0 zombie Cpu(s): 45.2%us, 5.3%sy, 0.0%ni, 49.3%id, 0.0%wa, 0.0%hi, 0.2%si, 0.0%st Mem: 4058316k total, 3817804k used, 240512k free, 172192k buffers Swap: 2097144k total, 100k used, 2097044k free, 2820300k cached PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 2793 apache 25 0 95356 67m 6068 R 96 1.7 0:45.56 httpd Interestingly I had not noted the high CPU usage of HTTPD while loading this page in the past, but I repeated the test several times - httpd uses almost no CPU unless the calendar is loading, at which time it spikes one of the CPU cores to full load. ORIGINAL THREAD FOLLOWS >Nils Breunese (Lemonbit) wrote: >> Nick Bright wrote: >> >>> I'm using OTRS on a CentOS 5 server, with mod_perl enabled. Overall >>> OTRS got MUCH faster when I enabled the mod_perl configuration, but >>> the calendar is still excruciatingly slow. >>> >>> That is to say, when you click on the "Calendar" icon it takes three >>> to five minutes to pull up any given view of the Calendar. >>> >>> Is there any way to improve the performance of this application? >> >> We don't use the Calendar, but 3-5 *minutes* doesn't sound like >normal >> performance (even when not using mod_perl). Have you checked things >like >> logs, system load, memory usage, etc.? > >Thanks for your response Nils. > >The server itself is performing well. CPU load is normal, memory load >was normal, even before I upgraded the box to 4GB RAM (from 512MB). >Disk >I/O doesn't seem unusually high, and "top" doesn't show the system >spending a lot of time in wait state: > >Tasks: 104 total, 1 running, 102 sleeping, 0 stopped, 1 zombie >Cpu(s): 0.2%us, 0.5%sy, 0.0%ni, 99.3%id, 0.0%wa, 0.0%hi, 0.0%si, >0.0%st >Mem: 4058316k total, 3791304k used, 267012k free, 180420k >buffers >Swap: 2097144k total, 100k used, 2097044k free, 3058580k cached > >Even before switching the rest of OTRS to mod_perl, the calendar was >slower than everything else. mod_perl made a *huge* difference in the >rest of OTRS though. I'd have to subjectively say something like a 5x >performance improvement. > >I tried putting the Calendar modules in to the mod_perl startup scripts >but I don't think I was doing it right. I got lots of errors where >apache wouldn't start, and when it would start it made no difference at >all in performance. > >> >> Nils Breunese. > >

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Customer Company
by Tony Evans 10 Mar '09

10 Mar '09

I have been teaching myself this product and now want to go live with system I need to be able to delete the test tickets and test Customer company entries that I created, How?? -- *Tony Evans* */Essential Enterprise Solutions Inc Tel 727 938 3374 Cell 727 480 7813 /*

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inheritance
by Marco Vannini 10 Mar '09

10 Mar '09

Hi all, What about having an option in Queue creation where a sub queue could inherit properties from the parent ? C U MV

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Change the To: field in the customer new ticket page
by Andre 09 Mar '09

09 Mar '09

Hi Experts, recently I install the OTRS and everything is working fine. I need to now how can I do in order to personalize the To: field in the customer new ticket page. I need a different selection of queues for different customers, also I need in this field just a few of all the queues that we had program. Regards, André

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FAQ permissions
by Andrew Long 09 Mar '09

09 Mar '09

I am wondering if it is possible to restrict what categories of FAQ a customer can see. Currently, logging in as a customer, you can see all FAQ categories (folder hierarchy) even though access to particular FAQ is restricted. We would like a customer not to see categories (which might have other customer names, etc) for which he does not have permissions. Any help appreciated. Andrew Long

1 0

Regarding how items are displayed in the Calendar
by Jeremy Adams 09 Mar '09

09 Mar '09

I have installed the calendar from the OTRS Package Manager. It is functional, but I would rather have the events to be displayed as Event Title, Time, Attendees rather than Attendees, Time, Event Title. I have looked at NotificationCalendar.pm but don't see where the event is formated. thanks in advance for any and all assistance. Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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OTRS and multiple AD Domains - too slow
by Fernando Della Torre da Silva 09 Mar '09

09 Mar '09

Hello All ! I'm having problems with multi domain integration, here's our scene: We have a Windows 2003 Forest with 8 living domains in our Offices corp.intra (parent domain) --------------office1.corp.intra --------------office2.corp.intra --------------office3.corp.intra --------------office4.corp.intra --------------office5.corp.intra --------------office6.corp.intra --------------office7.corp.intra --------------office8.corp.intra Each domain has its domain controllers installed in their own site, they are linked to our main site through a 2mbps WAN link. I need to set OTRS to authenticate and get data fron the users from these domains, The only way I found to authenticate and get userdata from these domains was building a list with multiple LDAP entries in my Config.pm. It worked, but the web interface became extremally slow after these multi domain integration. It doesn't matter where you click, each and every link gets very slow, and the index.pl gets very CPU intensive, taking a long time to finish working. What would be the right solution for integration with an Active Directory multi Domain Environment like this? Any help will be very appreciated! Here goes my Config.pm authentication settings # AUTHENTICATION SETTINGS - LDAP STUFF # #----Autenticacao Office1----# #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.0.2.19'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Office1,dc=office1,dc=corp,dc=intra'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs_ldap,OU=Integracao_OTRS,DC=corp,DC=intra'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password; #----Autenticacao Office2----# $Self->{'Customer::AuthModule1'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host1'} = '192.168.40.2'; $Self->{'Customer::AuthModule::LDAP::BaseDN1'} = 'ou=Office2,dc=office2,dc=corp,dc=intra'; $Self->{'Customer::AuthModule::LDAP::UID1'} = '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::SearchUserDN1'} = 'CN=otrs_ldap,OU=Integracao_OTRS,DC=corp,DC=intra'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw1'} = 'password'; #----Autenticacao Office3----# $Self->{'Customer::AuthModule2'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host2'} = '192.168.42.2'; $Self->{'Customer::AuthModule::LDAP::BaseDN2'} = 'ou=Office3,dc=office3,dc=corp,dc=intra'; $Self->{'Customer::AuthModule::LDAP::UID2'} = '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::SearchUserDN2'} = 'CN=otrs_ldap,OU=Integracao_OTRS,DC=corp,DC=intra'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw2'} = 'password'; #----Autenticacao Office4----# $Self->{'Customer::AuthModule3'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host3'} = '192.168.43.2'; $Self->{'Customer::AuthModule::LDAP::BaseDN3'} = 'OU=Office4,dc=office4,dc=corp,dc=intra'; $Self->{'Customer::AuthModule::LDAP::UID3'} = '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::SearchUserDN3'} = 'CN=otrs_ldap,OU=Integracao_OTRS,DC=corp,DC=intra'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw3'} = 'password'; #----Autenticacao Office5----# $Self->{'Customer::AuthModule4'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host4'} = '192.168.70.2'; $Self->{'Customer::AuthModule::LDAP::BaseDN4'} = 'OU=Office5,dc=office5,dc=corp,dc=intra'; $Self->{'Customer::AuthModule::LDAP::UID4'} = '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::SearchUserDN4'} = 'CN=otrs_ldap,OU=Integracao_OTRS,DC=corp,DC=intra'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw4'} = 'password'; #--------------------- GET USER DATA --------------------------# # Office1 # #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '10.0.2.19', BaseDN => 'OU=Office1,dc=office1,dc=corp,dc=intra', SSCOPE => 'sub', UserDN =>'CN=otrs_ldap,OU=Integracao_OTRS,DC=corp,DC=intra', UserPw => 'password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'sAMAccountName', 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', 'sAMAccountName', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'department', 1, 0, 'var' ], ], }; # Office2 # #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '192.168.40.2', BaseDN => 'OU=Office2,dc=office2,dc=corp,dc=intra', SSCOPE => 'sub', UserDN =>'CN=otrs_ldap,OU=Integracao_OTRS,DC=corp,DC=intra', UserPw => 'password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'sAMAccountName', 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', 'sAMAccountName', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'department', 1, 0, 'var' ], ], }; # Office3 # #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '192.168.42.2', BaseDN => 'OU=Office3,dc=office3,dc=corp,dc=intra', SSCOPE => 'sub', UserDN =>'CN=otrs_ldap,OU=Integracao_OTRS,DC=corp,DC=intra', UserPw => 'password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'sAMAccountName', 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', 'sAMAccountName', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'department', 1, 0, 'var' ], ], }; # Office4 # #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '192.168.43.2', BaseDN => 'OU=Office4,dc=office4,dc=corp,dc=intra', SSCOPE => 'sub', UserDN =>'CN=otrs_ldap,OU=Integracao_OTRS,DC=corp,DC=intra', UserPw => 'password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'sAMAccountName', 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', 'sAMAccountName', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'department', 1, 0, 'var' ], ], }; # Office5 # #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '192.168.70.2', BaseDN => 'OU=Office5,dc=office5,dc=corp,dc=intra', SSCOPE => 'sub', UserDN =>'CN=otrs_ldap,OU=Integracao_OTRS,DC=corp,DC=intra', UserPw => 'password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'sAMAccountName', 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', 'sAMAccountName', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'department', 1, 0, 'var' ], ], };

1 0

Autoresponders and attachments
by Steve Hall 09 Mar '09

09 Mar '09

Within our setup, there are a number of tickets which we answer via auto responders as the first line of action. This so that a standard document, or template, etc can be given back to the email sender, and then the call is followed up once this is completed. So, our setup looks like this: An e-mail address routers to a defined queue, this just happens to be in a hierarchy: example(a)otrs.mydomain.com -> Incident::example We have a defined response for that queue, which is en_queue_example_response What I would like to do, is as part of that response is supply back an attachment which i've got uploaded as part of the Attachments section. In this section i have a 1:1 mapping between the Attachment, and the Response. However, although the response works, and I get the e-mail, with body text, I dont get the attachment. Any ideas on where im going wrong?

1 0

Survey module how to use it ?
by Laurent Minost 09 Mar '09

09 Mar '09

Hi, I'm still wondering how to use this module under OTRS because there is no documentation on it nowhere (or I did not find it after a long search on Google, otrs.org website and forums). I tried to create a survey, add some questions on it, mark it as valid. Tried to create a ticket then close it, checked everywhere if I saw a new link/button like "Send survey" but no way :( Could anyone which is using this module or OTRS people can give us informations on this module that can be useful please ? This module is totally useless at the moment because of this documentation lack :( Thanks by advance, Laurent MINOST

2 2

Survey On-Demand
by Daniel xxxxx 09 Mar '09

09 Mar '09

How can I get the Surveys out there for any one to take at any time. I would like to include a link in the "Close" response that would take the user to OTRS to take the survey if they wish. Also, we would like to be able to send out annual surveys by email with a link back to OTRS. I have found how to send the Master survey every so often, but I would really like it to be on demand as well. TIA Daniel

2 1

stats module and mkStats
by Laurent Minost 09 Mar '09

09 Mar '09

Hi, We are using stats module with the help of mkStats.pl binary that allow us to generate statistics directly to a file or send it by mail, pretty useful. But I have some questions about how to pass some parameters to generate stats please ? ./bin/mkStats.pl --help mkStats.pl <Revision 1.58> - OTRS cmd stats Copyright (C) 2001-2008 OTRS AG, http://otrs.org/ usage: mkStats.pl -n <StatNumber> [-p <PARAM_STRING>] [-o <DIRECTORY>] [-r <RECIPIENT> -s <SENDER>] [-m <MESSAGE>] [-l <LANGUAGE>] [-f CSV|Print] <PARAM_STRING> e. g. 'Year=1977&Month=10' (only for static files) <DIRECTORY> /output/dir/ The --help output tells me that PARAM STRING is only for static files so is there no way to pass some parameters to a Dynamic stats please ? I need to generate my stats automatically from last monday 0.00 to today's date. This is not something possible with default OTRS options. I attached the XML stat if needed. I was not able to find any useful informations on the Docs or any forums about this. Thanks for your answer. Laurent MINOST

1 0

a few compliments, questions, suggestions, from a big fan, chime in
by support＠sjobeck.com 09 Mar '09

09 Mar '09

Hello, all, First, thanks for the wonderful OTRS software. We like it a lot. Second, I am curious about a few things that we have mis-configured in our installation, that maybe some can point me in the right direction. __ One is that we are importing email in to an email address & then in to a queue for addresses like hostmaster & postmaster & those are not real people (just "roles" people play) and OTRS updates every single email (of which there are A LOT of mails) with an update for every single change, owner, status, priority, state, and it is a tremendous amount of mail from OTRS back to that mailbox. Often, these cause loops, and the few people who are in this queue are instantly buried in mail. Can we somehow have all the auto-responses still sent to all our clients (which we need & like very much) but not have any auto-responses sent back to hostmaster & postmaster & etc? __ I saw mention of AJAX some where in the NEWS section of the OTRS site but did not know what that referred to. Is the GUI being re-written? Or am I just missing something or some page or portion of the package that is already in AJAX? __ we have some sluggishness in our installation. I am trying to narrow down where it is coming from. Does any one out there have suggestion or a recipe or cookbook for how to tune & tweak this thing in to one lean mean machine? My people would be soooooo happy. __ Does any one out there have a recipe or cookbook on how to secure OTRS. We run a very locked-down webserver & would like to lock-down OTRS as much as possible as well. For just one example, are there those of you who have .htaccess files in place, or use mod_security, or other examples anything like that. We actually do use mod_security (with good results) but it was preventing OTRS from running properly so I had to temporarily disable it for the site. I do want to go back & enable it thogh soon. Third, a couple suggestions for the software to make it *even* better. When you close a ticket, the page changes & shows the close ticket page, but this page does not have the "subject line" & this makes it very hard to tell what notes to put in to that ticket, since you dont know what that ticket is about. The way this presents itself to me is that I open a new tab (in my web browser) to close about 6 tickets at a time, and I go through each tab, in order, until I hit the last one, then close all those tabs, and I'm back at the start again, works great. As a follow-on to the ability to show the SUBJECT on the close ticket page, it would be great to have the same small but important improvement on the BULK ACTION page, as well, since I sometimes close 6 tickets at once from that page, and it would help al of us greatly to be able to see the SUBJECT of those 6 tickets when bulk closing them. Thank you all very much! Jason Sjöbeck Sjobeck Integration Professionals® +1.503.283.7779 +1.877.283.7779 sip://jason@sjobeck.com xmpp://jason@sjobeck.com

1 0

Read-only company tickets
by Rodrigo Borges Pereira 06 Mar '09

06 Mar '09

Hello, I want that a specific customer account can access the customer frontend but with the following restrictions: - he can't be able to create/update any ticket - he can be able to view tickets created under the customer.id (company tickets), but not update any of them This allows me to have a customer account that is only used to see some other customer account tickets, but as read-only. Any suggestions on achieving this? TIA.

1 0

Customer company
by Tony Evans 06 Mar '09

06 Mar '09

New to this system so still finding my way around it, I would like my agents to be able to open up a customer company as well as a customer user, without having to have admin access. Is it possible and How? thanks -- *Tony Evans* */Essential Enterprise Solutions Inc Tel 727 938 3374 Cell 727 480 7813 /*

1 0

ACL FreeFields on type and/or Queue
by Frans Stekelenburg 06 Mar '09

06 Mar '09

Hi, Has anybody an ACL in place that shows certain TicketFreeTexts/Keys (or hide them) when a Ticket is either of a certain Type (say Change), and/or Queue? Some freefields have no purpose in certain conditions and I want them do be hidden in such case. KR, Frans

2 2

Issues with otrs 2.3.4 and Customer LDAP Auth
by Jeremy Adams 06 Mar '09

06 Mar '09

Hi and greetings for the The Great State of Texas, Much like many of the users here, I too am new to otrs. I have successfully setup otrs 2.3.4 on openSuSE 10.3. I have successfully setup Agents via DB back end and have not issues with Agents. My issues come when I setup Customer Authentication using LDAP. All changes have been made in SysConfig. No edits have been done to Config.pl - at least edits that worked. Again Config.pm is standard. Currently users who exist in LDAP receive the following when attempting authentication through customer.pl: Panic! No UserData!!! But the System Log states that "CustomerUser:[username} (CN=[username]...) authentication ok... I have tried using scrips from the list and from Defaults.pm but still receive the same error. With all that said, I have created a Customer user in the DB with ONLY First Name, Last Name, and Email address. This user authenticates and loads the ticket page. So I guess there is some issue migrating user data into the DB. How is this done? Below i have attached the WHOLE of the Config.pm file. but keep in mind that this issue persists with or with out the additions to Config.pm Below is the output of the otrs.checkModules script and the contents of Config.pm cvcticketsys:/ # ./opt/otrs/bin/otrs.checkModules o CGI............................ok (v3.15) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.58) 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 (v0.65) 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......................ok (v0.39) o GD.............................ok (v2.35) o GD::Text....................ok (v0.85) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1) o PDF::API2......................not installed! (not required / for PDF required!) o Compress::Zlib..............ok (v2.005) o XML::Parser....................ok (v2.34) Config.pm contents $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'xxxx'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; $Self->{'CheckMXRecord'} = 1; # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # # admin can't change customer preferences AdminSetPreferences => 0, #added as a test from another script # $Self->{UserSyncLDAPMap} = { # # DB -> LDAP # UserFirstname => 'givenname', #3 UserLastname => 'sn', # UserEmail => 'mail', # }; #$Self->{DatabaseUserTable} = 'users'; # $Self->{DatabaseUserTableUserID} = 'id'; # $Self->{DatabaseUserTableUserPW} = 'pw'; # $Self->{DatabaseUserTableUser} = 'login'; # } #end test add Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'name', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'Cedar Valley College'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'cvcticketsys.cvc.educ.dcccd.edu'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = 'jeremyadams(a)dcccd.edu'; $Self->{'DefaultCharset'} = 'utf-8'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # #} use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.20 $)[1]; # -----------------------------------------------------# 1; Thanks for any and all assistance, Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

6 10

Re: [otrs] Questions regarding access to imap PostMaster Mail Account
by francesco.simonini＠sesaspa.it 06 Mar '09

06 Mar '09

Hi Jeremy, this is my solution for the pop protocol. Try to modify your imap.pm like this (I don't know if imap protocol is so similar than pop protocol): http://www.mail-archive.com/otrs@otrs.org/msg24483.html Bye. Francesco Simonini. ----- Original Message ----- Da : "Jeremy Adams" <jeremyadams(a)dcccd.edu> A : <otrs(a)otrs.org> Oggetto : [otrs] Questions regarding access to imap PostMaster Mail Account Data : Thu, 05 Mar 2009 12:48:22 -0600 > I have setup the PostMaster Mail Account in system > administration and can get the system to pull ALL messages > from the imap account. Is there a way to have the system > mark the messages as read and leave them on the server or > is there a way to have the system check for messages in a > specific folder only (as opposed to the INBOX)? The > rational behind the second folder would be a rule to > duplicate the message and allow otrs to gen the ticket > while still retaining a copy of the email for tracking > purposes. > > Ultimately we would like to keep the messages on the > server, either in an read state or as a copy located in > another folder under the account. > > below you should find the code for the IMAP.pm that i have > changed (noted in color below) to leave the messages in > the box, but the next time the account it ran it pulls the > read and unread messages resulting in multiple tickets. > > > <<<<<<<<begin IMAP.pm>>>>>>>>>>>>>>> > # -- > # Kernel/System/MailAccount/IMAP.pm - lib for imap > accounts # Copyright (C) 2001-2008 OTRS AG, > http://otrs.org/ # -- > # $Id: IMAP.pm,v 1.5 2008/07/21 11:28:27 mh Exp $ > # -- > # This software comes with ABSOLUTELY NO WARRANTY. For > details, see # the enclosed file COPYING for license > information (GPL). If you # did not receive this file, see > http://www.gnu.org/licenses/gpl-2.0.txt. # -- > > package Kernel::System::MailAccount::IMAP; > > use strict; > use warnings; > use Net::IMAP::Simple; > use Kernel::System::PostMaster; > > use vars qw($VERSION); > $VERSION = qw($Revision: 1.5 $) [1]; > > sub new { > my ( $Type, %Param ) = @_; > > # allocate new hash for object > my $Self = {%Param}; > bless( $Self, $Type ); > > # check all needed objects > for (qw(DBObject LogObject ConfigObject TimeObject > MainObject)) { > die "Got no $_" if !$Self->{$_}; > } > > return $Self; > } > > sub Fetch { > my ( $Self, %Param ) = @_; > > # check needed stuff > for (qw(Login Password Host Trusted QueueID)) { > if ( !defined $Param{$_} ) { > $Self->{LogObject}->Log( Priority => 'error', > Message => "$_ not defined!" ); > return; > } > } > for (qw(Login Password Host)) { > if ( !$Param{$_} ) { > $Self->{LogObject}->Log( Priority => 'error', > Message => "Need $_!" ); > return; > } > } > > my $Debug = $Param{Debug} || 0; > my $Limit = $Param{Limit} || 5000; > my $CMD = $Param{CMD} || 0; > > # MaxEmailSize > my $MaxEmailSize = > $Self->{ConfigObject}->Get('PostMasterMaxEmailSize') || > 1024 * 6; > > # MaxPopEmailSession > my $MaxPopEmailSession = > $Self->{ConfigObject}->Get('PostMasterReconnectMessage') > || 20; > > my $Timeout = 60; > my $FetchCounter = 0; > my $Reconnect = 0; > my $AuthType = 'IMAP'; > > # connect to host > my $IMAPObject = Net::IMAP::Simple->new( $Param{Host}, > timeout => $Timeout, debug => $Debug ); > if ( !$IMAPObject ) { > $Self->{LogObject}->Log( > Priority => 'error', > Message => "$AuthType: Can't connect to > $Param{Host}", > ); > return; > } > > # authentcation > my $Auth = $IMAPObject->login( $Param{Login}, > $Param{Password} ); > if ( !defined $Auth ) { > $IMAPObject->quit(); > $Self->{LogObject}->Log( > Priority => 'error', > Message => "$AuthType: Auth for user > $Param{Login}/$Param{Host} failed!", > ); > return; > } > my $NOM = $IMAPObject->select('INBOX') || 0; > > # fetch messages > if ( $NOM > 0 ) { > for ( my $Messageno = 1; $Messageno <= $NOM; > $Messageno++ ) { > > # check if reconnect is needed > if ( ( $FetchCounter + 1 ) > > $MaxPopEmailSession ) { > $Reconnect = 1; > if ($CMD) { > print "$AuthType: Reconnect Session > after $MaxPopEmailSession messages...\n"; > } > last; > } > if ($CMD) { > print "$AuthType: Message $Messageno/$NOM > ($Param{Login}/$Param{Host})\n"; > } > > # check message size > my $MessageSize = int( > $IMAPObject->list($Messageno) / 1024 ); > if ( $MessageSize > $MaxEmailSize ) { > $Self->{LogObject}->Log( > Priority => 'error', > Message => > "$AuthType: Can't fetch email $NOM > from $Param{Login}/$Param{Host}. Email to " > . "big ($MessageSize KB - max > $MaxEmailSize KB)!", > ); > } > else { > > # safety protection > $FetchCounter++; > if ( $FetchCounter > 10 && $FetchCounter < > 25 ) { > if ($CMD) { > print > "$AuthType: Safety protection > waiting 2 second till processing next mail...\n"; > } > sleep 2; > } > elsif ( $FetchCounter > 25 ) { > if ($CMD) { > print > "$AuthType: Safety protection > waiting 3 seconds till processing next mail...\n"; > } > sleep 3; > } > > # get message (header and body) > my $Lines = > $IMAPObject->get($Messageno); > my $PostMasterObject = > Kernel::System::PostMaster->new( > %{$Self}, > Email => $Lines, > Trusted => $Param{Trusted} || 0, > Debug => $Debug, > ); > my @Return = $PostMasterObject->Run( > QueueID => $Param{QueueID} || 0 ); > if ( !$Return[0] ) { > my $Lines = > $IMAPObject->get($Messageno); > my $File = $Self->_ProcessFailed( > Email => $Lines ); > $Self->{LogObject}->Log( > Priority => 'error', > Message => "$AuthType: Can't > process mail, see log sub system (" > . "$File, report it on > http://bugs.otrs.org/)", > ); > } > undef $PostMasterObject; > > # mark email to delete if it got processed > # the next line in this script was commeted out so that > the scrip will #leave read messgaes in the inbox of the > IMAP account after the scrip #scrapes the mail account > > # $IMAPObject->delete($Messageno); > > # check limit > $Self->{Limit}++; > if ( $Self->{Limit} >= $Limit ) { > $Reconnect = 0; > last; > } > } > if ($CMD) { > print "\n"; > } > } > } > else { > if ($CMD) { > print "$AuthType: No messages > ($Param{Login}/$Param{Host})\n"; > } > } > > # log status > if ( $Debug > 0 || $FetchCounter ) { > $Self->{LogObject}->Log( > Priority => 'notice', > Message => "$AuthType: Fetched $FetchCounter > email(s) from $Param{Login}/$Param{Host}.", > ); > } > $IMAPObject->expunge_mailbox('INBOX'); > $IMAPObject->quit(); > if ($CMD) { > print "$AuthType: Connection to $Param{Host} > closed.\n\n"; > } > > # fetch again if still messages on the account > if ($Reconnect) { > $Self->Fetch(%Param); > } > return 1; > } > > sub _ProcessFailed { > my ( $Self, %Param ) = @_; > > # check needed stuff > for (qw(Email)) { > if ( !defined $Param{$_} ) { > $Self->{LogObject}->Log( Priority => 'error', > Message => "$_ not defined!" ); > return; > } > } > > # get content of email > my $Content; > for my $Line ( @{ $Param{Email} } ) { > $Content .= $Line; > } > > my $Home = $Self->{ConfigObject}->Get('Home') . > '/var/spool/'; > my $MD5 = $Self->{MainObject}->MD5sum( > String => \$Content, > ); > my $Location = $Home . 'problem-email-' . $MD5; > > return $Self->{MainObject}->FileWrite( > Location => $Location, > Content => \$Content, > Mode => 'binmode', > Type => 'Local', > Permission => '644', > ); > } > > 1; > > > > <<<<<<<<end IMAP.pm>>>>>>>>>>>>>>> > > > > Jeremy Adams > PC Support Specialist I > Cedar Valley College > 972.860.8086 > > > > > > ---------------------------------------------------------- > ----------- 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/ Francesco Simonini Consultant S.E.S.A. S.p.A. Software E Sistemi Avanzati 20131 Milano Italy Via Teodosio, 65 Tel. +39 02 4547 6444 Fax. +39 02 4547 6475 Mobile: +39 348 7411960 E-mail: francesco.simonini(a)sesaspa.it Web: http://www.sesaspa.it ------------------------------------------------------------------------------- This message is for the designated recipient only and may contain privileged or confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email is prohibited. -------------------------------------------------------------------------------

1 0

Queue Selection in Customer Search
by Marco Vannini 06 Mar '09

06 Mar '09

Hi all, It is possible to let customer have Queue selection in their search panel ? Tx MV

1 1

Ticket escalation notification
by Stefan Tanner 06 Mar '09

06 Mar '09

Hello I have a problem with the escalation notifications. If a tickets escalats, every user of the queue gets every 30 minutes a notification, that the ticket escalated. I would like to configure that only the responsable agent gets ONE notification and not every 30 min. How is that possible? FYI: This is also a bit confusing for me: I tried to set the state of the ticket to pending reminder, but it still escalates... PLEASE help! ;-) Thx! Greets Stefan Tanner

1 0

Questions regarding access to imap PostMaster Mail Account
by Jeremy Adams 05 Mar '09

05 Mar '09

I have setup the PostMaster Mail Account in system administration and can get the system to pull ALL messages from the imap account. Is there a way to have the system mark the messages as read and leave them on the server or is there a way to have the system check for messages in a specific folder only (as opposed to the INBOX)? The rational behind the second folder would be a rule to duplicate the message and allow otrs to gen the ticket while still retaining a copy of the email for tracking purposes. Ultimately we would like to keep the messages on the server, either in an read state or as a copy located in another folder under the account. below you should find the code for the IMAP.pm that i have changed (noted in color below) to leave the messages in the box, but the next time the account it ran it pulls the read and unread messages resulting in multiple tickets. <<<<<<<<begin IMAP.pm>>>>>>>>>>>>>>> # -- # Kernel/System/MailAccount/IMAP.pm - lib for imap accounts # Copyright (C) 2001-2008 OTRS AG, http://otrs.org/ # -- # $Id: IMAP.pm,v 1.5 2008/07/21 11:28:27 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl-2.0.txt. # -- package Kernel::System::MailAccount::IMAP; use strict; use warnings; use Net::IMAP::Simple; use Kernel::System::PostMaster; use vars qw($VERSION); $VERSION = qw($Revision: 1.5 $) [1]; sub new { my ( $Type, %Param ) = @_; # allocate new hash for object my $Self = {%Param}; bless( $Self, $Type ); # check all needed objects for (qw(DBObject LogObject ConfigObject TimeObject MainObject)) { die "Got no $_" if !$Self->{$_}; } return $Self; } sub Fetch { my ( $Self, %Param ) = @_; # check needed stuff for (qw(Login Password Host Trusted QueueID)) { if ( !defined $Param{$_} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "$_ not defined!" ); return; } } for (qw(Login Password Host)) { if ( !$Param{$_} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" ); return; } } my $Debug = $Param{Debug} || 0; my $Limit = $Param{Limit} || 5000; my $CMD = $Param{CMD} || 0; # MaxEmailSize my $MaxEmailSize = $Self->{ConfigObject}->Get('PostMasterMaxEmailSize') || 1024 * 6; # MaxPopEmailSession my $MaxPopEmailSession = $Self->{ConfigObject}->Get('PostMasterReconnectMessage') || 20; my $Timeout = 60; my $FetchCounter = 0; my $Reconnect = 0; my $AuthType = 'IMAP'; # connect to host my $IMAPObject = Net::IMAP::Simple->new( $Param{Host}, timeout => $Timeout, debug => $Debug ); if ( !$IMAPObject ) { $Self->{LogObject}->Log( Priority => 'error', Message => "$AuthType: Can't connect to $Param{Host}", ); return; } # authentcation my $Auth = $IMAPObject->login( $Param{Login}, $Param{Password} ); if ( !defined $Auth ) { $IMAPObject->quit(); $Self->{LogObject}->Log( Priority => 'error', Message => "$AuthType: Auth for user $Param{Login}/$Param{Host} failed!", ); return; } my $NOM = $IMAPObject->select('INBOX') || 0; # fetch messages if ( $NOM > 0 ) { for ( my $Messageno = 1; $Messageno <= $NOM; $Messageno++ ) { # check if reconnect is needed if ( ( $FetchCounter + 1 ) > $MaxPopEmailSession ) { $Reconnect = 1; if ($CMD) { print "$AuthType: Reconnect Session after $MaxPopEmailSession messages...\n"; } last; } if ($CMD) { print "$AuthType: Message $Messageno/$NOM ($Param{Login}/$Param{Host})\n"; } # check message size my $MessageSize = int( $IMAPObject->list($Messageno) / 1024 ); if ( $MessageSize > $MaxEmailSize ) { $Self->{LogObject}->Log( Priority => 'error', Message => "$AuthType: Can't fetch email $NOM from $Param{Login}/$Param{Host}. Email to " . "big ($MessageSize KB - max $MaxEmailSize KB)!", ); } else { # safety protection $FetchCounter++; if ( $FetchCounter > 10 && $FetchCounter < 25 ) { if ($CMD) { print "$AuthType: Safety protection waiting 2 second till processing next mail...\n"; } sleep 2; } elsif ( $FetchCounter > 25 ) { if ($CMD) { print "$AuthType: Safety protection waiting 3 seconds till processing next mail...\n"; } sleep 3; } # get message (header and body) my $Lines = $IMAPObject->get($Messageno); my $PostMasterObject = Kernel::System::PostMaster->new( %{$Self}, Email => $Lines, Trusted => $Param{Trusted} || 0, Debug => $Debug, ); my @Return = $PostMasterObject->Run( QueueID => $Param{QueueID} || 0 ); if ( !$Return[0] ) { my $Lines = $IMAPObject->get($Messageno); my $File = $Self->_ProcessFailed( Email => $Lines ); $Self->{LogObject}->Log( Priority => 'error', Message => "$AuthType: Can't process mail, see log sub system (" . "$File, report it on http://bugs.otrs.org/)", ); } undef $PostMasterObject; # mark email to delete if it got processed # the next line in this script was commeted out so that the scrip will #leave read messgaes in the inbox of the IMAP account after the scrip #scrapes the mail account # $IMAPObject->delete($Messageno); # check limit $Self->{Limit}++; if ( $Self->{Limit} >= $Limit ) { $Reconnect = 0; last; } } if ($CMD) { print "\n"; } } } else { if ($CMD) { print "$AuthType: No messages ($Param{Login}/$Param{Host})\n"; } } # log status if ( $Debug > 0 || $FetchCounter ) { $Self->{LogObject}->Log( Priority => 'notice', Message => "$AuthType: Fetched $FetchCounter email(s) from $Param{Login}/$Param{Host}.", ); } $IMAPObject->expunge_mailbox('INBOX'); $IMAPObject->quit(); if ($CMD) { print "$AuthType: Connection to $Param{Host} closed.\n\n"; } # fetch again if still messages on the account if ($Reconnect) { $Self->Fetch(%Param); } return 1; } sub _ProcessFailed { my ( $Self, %Param ) = @_; # check needed stuff for (qw(Email)) { if ( !defined $Param{$_} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "$_ not defined!" ); return; } } # get content of email my $Content; for my $Line ( @{ $Param{Email} } ) { $Content .= $Line; } my $Home = $Self->{ConfigObject}->Get('Home') . '/var/spool/'; my $MD5 = $Self->{MainObject}->MD5sum( String => \$Content, ); my $Location = $Home . 'problem-email-' . $MD5; return $Self->{MainObject}->FileWrite( Location => $Location, Content => \$Content, Mode => 'binmode', Type => 'Local', Permission => '644', ); } 1; <<<<<<<<end IMAP.pm>>>>>>>>>>>>>>> Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

1 0

Customer view clarification
by Caspar Kennerdale 05 Mar '09

05 Mar '09

Hello I have 2 questions I would like clarified please in the customer view 1) When I click My tickets do I see the tickets that have raisied via this customr.pl screen - or do I see all tickets where the owner is assigned to me? 2) When I click Company tickets do I see all tickets that are assign to the same customer ID? Caspar Kennerdale ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

1 0

Tickets raised in customer view
by Caspar Kennerdale 05 Mar '09

05 Mar '09

Hello All tickets raised in the customer view all have the owver root@localhost Should this not be the customer who has raised the ticket? ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

1 0

NewTicket notifications and FAQ approval
by Laurent Minost 05 Mar '09

05 Mar '09

Hi, I've just configured FAQ approval new functionnality and I'm facing a first problem : when a new FAQ article is added, a new ticket is generated by the system into the configured FAQ_Approval queue requesting approval of the FAQ article BUT there is no NewTicket notification sent to agents even with queue selected in MyQueues and New Ticket notifications set to yes for Agent preferences ?? Why ? Thanks for your answer. Laurent MINOST

2 2

How to remove new ticket icon from customer interface
by Fabien LASBATS 05 Mar '09

05 Mar '09

Hello, I would like to remove to possibility for customer to create tickets from their interface. Is it possible to remove the "New ticket" button by modifying html or by an other way ? Regards, Fabien LASBATS

1 0

Format of "Age" in Customer Tickets to display only number of days
by bis 05 Mar '09

05 Mar '09

Hello how do I edit the format of the "Age" field in Customer tickets so it only displays the number of days (rather than hours, minutes,etc.) ? Eg: at the moment the "Age" of a ticket shows "8 days 18 hours 24 minutes" - I want it to show "8 days". Thanks a lot Bis

1 0

Tickets going to Closed state after emailing customer - after update to 2.3
by Graham Fleming 05 Mar '09

05 Mar '09

Hello, I have a problem where we updated from 2.0.4 to 2.3 and now, whenever we send an email to a customer, the ticket is by default put into our "Closed - Successful" state whereas in 2.0.4 an empty email would be default put the ticket in "Client - Pending" state and keep the ticket open. How can we change this behavior? Thank you! Graham

1 0

email flows between agents and customers
by magicboiz 04 Mar '09

04 Mar '09

Hi all I'm new to OTRS and I'm have a problem with the setup I think. I want to setup OTRS so every email/conversation between customers and agents(always using their outlook, not the web interfaces) get recorded into the ORTS. i.e: Customer reports a problem via email -> OTRS OTRS assings this new ticket to an agent -> OTRS sends email to agent agent answer to customer using email -> OTRS -> customer customer answers agent via email -> OTRS - > agent and so on.... When I worked with RT, I remember this setup was possible..... is it in ORTS? thx

2 3

Help Restore the "My Tickets" Button after Update to 2.3
by Graham Fleming 04 Mar '09

04 Mar '09

Hi All! We recently just updated from 2.0.4 to the latest 2.3 version. Our previous admin had created a customized NavBar button called "My Tickets" which would essentially display the currently logged in agent's open tickets. (It seems he edited the NavBarLockedTickets.pm file to add this functionality.) However, after the update that button is now gone. We have tried to add the relevant bits to the NavBarLockedTickets.pm file and the button has returned. However, the results are not accurate. For instance one agent only sees one old, closed ticket displayed (when he actually has about 20 open tickets). Any help on this would be great. Thanks! Essentially, we would like to have a NavBarButton called My Tickets that displays the agent's open tickets. Graham Fleming Graham Fleming Network Specialist Boardwalk Communications 250.382.4880 ext. 2522

1 0

Notifications on Ticket Age with working hours considered
by Laurent Minost 04 Mar '09

04 Mar '09

Hi, We would like to send notifications to specific people based on the Ticket creation date. To explain a bit more our need, I will take an example : * Our working hours are Monday to Friday 9am-6pm. * a new ticket is created on Friday 5pm. 1 - if nothing was done on the ticket, we would like to notify one people 3 *working* hours after the ticket was created, so in this example it would be on next Monday 11am. 2 - if still no action was done on the ticket 6 *working* hours after the ticket was created we would like to notify another people, so in this example it would be on next Monday 14am. 3 - if still no action was done on the ticket 12 *working* hours after the ticket was created we would like to notify another different people, so in this example it would be on next Tuesday 11am. I think such a behaviour could be configured through Generic Agent but not sure if every parameters could be configured (main problem for the moment is to take working/non working hours in consideration like OTRS default escalation is doing it based on Calendars). This is a different behaviour than the original OTRS one with escalation because OTRS default escalation seems to only notify ticket owner or default owner if ticket is not yet locked and it seems to defaultly lock Queue view to avoid agents to do things on other ticket than the one concerned but it does not seem to fulfill our needs. Anyone who have informations, advises, answers on this problem is welcome :) Thanks by advance, Laurent MINOST

1 1

Re: [otrs] Ticket subject length
by Ulrich Gøhns 04 Mar '09

04 Mar '09

Thank you very much. Med venlig hilsen / Best regards Ulrich ________________________________ Fra: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] På vegne af Frans Stekelenburg Sendt: 3. marts 2009 20:52 Til: User questions and discussions about OTRS. Emne: Re: [otrs] Ticket subject length Ulrich, Notifications, as shown in your example, are defined through 'Admin' - 'Notification'. There for example the English template "en::Agent::NewTicket" has as Subject: 'New ticket notification! (<OTRS_CUSTOMER_SUBJECT[24]>) '. Obviously by changing 24 to a higher value you would see more. The value is limited by sysconfig option Ticket::SubjectSize (default 100) For auto response to a customer, you will need to adjust the Subject field of the appropriate Auto Response template, under 'Admin' - 'Auto Responses'. KR, Frans From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ulrich Gøhns Sent: dinsdag 3 maart 2009 15:08 To: otrs(a)otrs.org Subject: [otrs] Ticket subject length Hello, Is it possible to change the length of the ticket subject sent in mails? Example: "I am trying to print out, but the printer does not work" it gets "cut off" to "[SR#0000000] New ticket notification! (I am trying to print out [...])" I found an old thread with the same question: http://lists.otrs.org/pipermail/otrs/2004-March/003999.html, but I can't find the files mentioned in one of the replies. Probably an old version of OTRS. The thread is from 2004. Med venlig hilsen / Best regards Ulrich Gøhns

1 0

Available tickets and acticle actions
by Arlene Wu 04 Mar '09

04 Mar '09

Hi, I have two confusing questions: 1. Some acticles could be printed, forwarded, bounced and split, but some could only be printed, forwarded and split. What kind of acticles does not have the bounce option? 2. We have 5000 tickets in Junk quene, but only 1200 of them are available, why? Can we set the available value? Thanks, Arlene

1 0

Database connection problem.
by Mark Hepler 03 Mar '09

03 Mar '09

I must be rather dense here, but I can't seem to work out what I did to cause the initial problem or how to get it fixed. New install of OTRS2 on Debian Lenny with mysql Database I made a simple change in the Config.pm to fix the link sent in the auto response email. I added the following line to config.pm and restarted the otrs2 service +++ $Self->{'FQDN'} = 'helpdesk.wrgservices.com'; +++ I then got a connection error that otrs was unable to connect to the database. ++++ Message: Access denied for user 'otrs'@'localhost' (using password: NO) ++++ I've searched through the mailing list archives and tried several options to resolve the connection issue, but nothing seems to be working for me. Would someone be able to tell me what I am missing ? This is one change I tried.. which seemed to have had no effect. # $Self->{DatabasePw} = $dbpass; $Self->{DatabasePw} = 'otrs'; It is still telling me that otrs is trying to connect to the database with no password.. +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ mysql> SET PASSWORD FOR 'otrs'@'localhost' = PASSWORD('otrs'); Query OK, 0 rows affected (0.00 sec) mysql> GRANT ALL PRIVILEGES ON otrs2.* TO 'otrs'@'localhost' IDENTIFIED BY 'otrs'; Query OK, 0 rows affected (0.00 sec) mysql> SHOW GRANTS FOR 'otrs'@'localhost'; +-------------------------------------------------------------------------------------------------------------+ | Grants for otrs@localhost | +-------------------------------------------------------------------------------------------------------------+ | GRANT USAGE ON *.* TO 'otrs'@'localhost' IDENTIFIED BY PASSWORD '*DC3E1F4ED8E475AF5F198D1F66D8F73B3B4133B3' | | GRANT ALL PRIVILEGES ON `otrs2`.* TO 'otrs'@'localhost' | +-------------------------------------------------------------------------------------------------------------+ 2 rows in set (0.00 sec) +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++=== helpdesk:/etc/otrs/Kernel# cat Config.pm # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.18 2006/09/07 16:15:41 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; BEGIN { if (-f '/etc/otrs/database.pm') { require '/etc/otrs/database.pm'; if ($dbtype eq 'pgsql') { $dbport ||= '5432'; our $dsn = "DBI:Pg:dbname"; } else { $dbport ||= '3306'; our $dsn = "DBI:mysql:database"; } } } sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = $dbserver || 'localhost'; # Database # (The database name.) $Self->{Database} = $dbname || 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = $dbuser || 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) # $Self->{DatabasePw} = $dbpass; $Self->{DatabasePw} = 'otrs'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "$dsn=$Self->{Database};host=$Self->{DatabaseHost};port=$dbport;"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/usr/share/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; $Self->{'FQDN'} = 'helpdesk.wrgservices.com'; # ---------------------------------------------------- # # switch off the web based installer for the Debian package $Self->{SecureMode} = 1; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.18 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Mar 3 10:58:11 2009 Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (14366): Module: Kernel::System::DB::new (v1.75.2.1) Line: 180 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 144 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Any assistance would be greatly appreciated. -- Mark Hepler mhepler(a)wrgservices.com pgp keyserver: pgp.mit.edu

2 2

Ticket subject length
by Ulrich Gøhns 03 Mar '09

03 Mar '09

Hello, Is it possible to change the length of the ticket subject sent in mails? Example: "I am trying to print out, but the printer does not work" it gets "cut off" to "[SR#0000000] New ticket notification! (I am trying to print out [...])" I found an old thread with the same question: http://lists.otrs.org/pipermail/otrs/2004-March/003999.html, but I can't find the files mentioned in one of the replies. Probably an old version of OTRS. The thread is from 2004. Med venlig hilsen / Best regards Ulrich Gøhns

2 1

LDAP auth from different, trusted domains
by CARNINO Daniele (FIAT ITEM) 03 Mar '09

03 Mar '09

Hello, I have a problem in authenticating the agents on differents 2003 Active Directory domain. Let's suppose that DOMAIN1 is in trust with DOMAIN2. This configuration, of course works without hassle: # ---------------------------------------------------- # # DOMAIN 1 authentication for Agents # # ---------------------------------------------------- # $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'subdomain.domain.com'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'DC=subdomain,DC=domain,DC=com'; $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'user(a)subdomain.domain.com'; $Self->{'AuthModule::LDAP::SearchUserPw1'} = 'passwd'; # ---------------------------------------------------- # # DOMAIN 2 authentication for Agents # # ---------------------------------------------------- # $Self->{'AuthModule2'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host2'} = 'anothersubdomain.anotherdomain.com'; $Self->{'AuthModule::LDAP::BaseDN2'} = 'DC=anothersubdomain,DC=anotherdomain,DC=com'; $Self->{'AuthModule::LDAP::UID2'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN2'} = 'anotheruser(a)anothersubdomain.anotherdomain.com'; $Self->{'AuthModule::LDAP::SearchUserPw2'} = 'passwd'; but the drawback is that you need two different users to authenticate on the domains, one in DOMAIN1 userspace and another on DOMAIN2 userspace. What if I want to authenticate users belonging to both domains using only one user, since the domains are in trust?

1 0

FileManager for Customers
by Алексей 03 Mar '09

03 Mar '09

afshar wrote: >>Hi ???????,What job this FileManager is going to do? In the other hand what >>files would be managed with this? My name is Alexey :-) It's simple FileManager, additional plugin for OTRS. Can be installed from http://OTRSHOST/otrs/index.pl?Action=AdminPackageManager After installation FileManager available for Agents by default, but I need him for Customers too. Main job is store files, .odt .pdf .jpg for example. -- С уважением Алексей В. Лесовский ЗАО "Березовский электрометаллургический завод" ЗАО "Уральский завод прецизионных сплавов" системный администратор ОАСУ ICQ: 246016688 !DSPAM:1314,49acc3d153721804284693!

3 2

FileManager for Customers
by Алексей 03 Mar '09

03 Mar '09

Good Day, and sorry my English Please help me, I need FileManager for Customer (read only or writable), what can I do that?? -- С уважением Алексей В. Лесовский ЗАО "Березовский электрометаллургический завод" ЗАО "Уральский завод прецизионных сплавов" системный администратор ОАСУ ICQ: 246016688 !DSPAM:1314,49acb80737583473137490!

2 1

simple newbie question
by B. Cook 02 Mar '09

02 Mar '09

hello all, I am trying to evaluate otrs as a replacement for our aging cerberus install. One key feature that we are looking for (that cerberus does) is when someone submits a ticket (by email) the agent that is responsible for the 'queue' gets that message sent to their email; from there they can reply from their inbox. ex. tom(a)gmail.com sends to support(a)domain.com bob(a)domain.com works with support(a)domain.com, cerberus will send toms email to bob. bob gets an email from support(a)domain.com. bob replies to the message via his desktop mua (that tom sent), cerberus gets a copy of it and forwards to bob. long and the short of it, bob never had to log into the website to check for messages or work with the messages in the queues.. is that possible with otrs? does that have a name? thanks in advance.

2 1

Custom reports
by Sylvain Courtois 02 Mar '09

02 Mar '09

Hi Has anybody already created reports that show the following information : 1) Number of distinct customers (distinct email addresses) who have created a ticket per queue during the last month ? 2) Average number of messages / threads (answers from agents and followups from customers) per ticket per queue during the last month ? 3) Number of phone-tickets (there is no criteria / field to distinguish email-tickets and phone-tickets in the stat module) created per queue during the last month ? Regards, Sylvain

1 0

Message: Module 'HASH(0x3418d60)' not found!
by Erik Zettel 02 Mar '09

02 Mar '09

Hallo list! I get the following error message in syslog while I am logged in the OTRS webinterface. Error message: [...] Message: Module 'HASH(0x3418d60)' not found! [...] For more information please see http://pastebin.com/f3ec7c45d. Anybody know how to solve this problem? System information: OS: Debian Etch Perl: 5.8.8-7etch6 OTRS: 2.0.4p01-18 mod_perl: 2.0.2-2.4 Thanks in advance! Erik -- Zettel IT - Gartenstr. 11 - 09618 Brand-Erbisdorf Inhaber: Erik Zettel - USt-IdNr.: DE251027175 Telefon: 037322-492222 - Telefax: 037322-492424 E-Mail: info(a)zettel-it.de - Web: www.zettel-it.de

1 0

multiple attachments
by Caspar Kennerdale 02 Mar '09

02 Mar '09

Hello Is it possible for a ticket to accept multiple attachments when first raised? It is not uncommon for us to have 3 or 4 files which relate to a ticket, and is probably a bit of a stretch for all of our clients to learn how to use winzip! Caspar Kennerdale ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

2 1

Installing OTRS on Windows Vista manual
by Afshar Mohebbi 28 Feb '09

28 Feb '09

Dear OTRS lovers! I have prepared a detailed instruction about Installing OTRS and Perl on Windows Vista and have put it in my blog. There is also a PDF version available. This manual is written in Persian (Farsi) but I can produce an English version if anyone needs. Weblog address: http://afsharm.blogspot.com/2009/02/otrs.html Cheers, Afshar Mohebbi

1 0

Time Units Field
by Caspar Kennerdale 27 Feb '09

27 Feb '09

Hello When you close a ticket there is a field called 'Time Units' - does this appear on the reporting anywhere? The reports in 'Stats' seem to deal with total time of tickets - i.e when they arrive and when they are closed - but this is slightly less relevant to us as we want to see how long it takes to do particular pieces of work Caspar Kennerdale ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

2 1

Display Phonenumber in customer info
by Serge 27 Feb '09

27 Feb '09

Hello, we use for customer: LDAP authentification. We have in Map Config.pm [..] [ 'UserPhone','Phone','telephoneNumber', 1, 0, 'var', '', 0 ], [...] telephoneNumber exist in our LDAP. What must we do (in Sysconfig ?) to have the phonenumber of the customer in "Customer info" display ? [...] Customer Info: Firstname: Marc Lastname: Bernacki Username: bernacki Email: Marc.Bernacki(a)xxxx.xxxx Phone: XXXXXXXX <<<< we would like this line [...] We search in Sysconfig and Config.pm but we didn't find, thank for your help

3 2

changing the new ticket form in customer interface depending on the ticket type
by Anton Gubar'kov 27 Feb '09

27 Feb '09

Hello, colleagues, I'd like to change the form used to create a ticket by the customer depending on the ticket type chosen. I noticed that the form refreshes each time the ticket type is changed. can somebody point me in the right direction to search? Later I goona have the similar task for agent (phone ticket, priority update). I tried to google but could find no useful information. Regards, Anton.

1 0

OTRS Development Community - is there one?
by ml＠bortal.de 27 Feb '09

27 Feb '09

Hello List, i am trying to add some features to OTRS since a few days. Since i am new to OTRS i am having a hard time going through the code. However, i almost did it and need some help. The dev(a)otrs.org Mailing List seems to be pretty dead. Where can i go with questions regarding to the otrs source code? I would maybe also like some to review the code so that i can commit it to the community. This is about adding a manditory customer field to a few pages. Cheers, Mario

2 1

Mail tickets gets wrong type
by Ulrich Gøhns 27 Feb '09

27 Feb '09

Hello, We got 3 types enabled: Incident, Service Request and Problem. Default and all the other types are disabled. If a user creates a ticket from the customer page the ticket gets one of the 3 valid types. If a user sends a mail to create a ticket it gets the type "default". The "default" type is set to be "invalid" in our setup. Is it possible to set all mails as a specific type when the system "receives" the mail and creates the ticket? Fx. all mails should be set to "incidents" or whatever type would like it to be. We are running OTRS 2.2.5 - I don't know if a newer version of OTRS would change this? Med venlig hilsen / Best regards Ulrich Gøhns

1 0

Re: [otrs] hiding subject field
by Maurício Ramos 26 Feb '09

26 Feb '09

List, We were able to workaround this issue by altering the file CustomerTicketZoom.dtl. On block "" we changed this following line... <input type="text" name="Subject" value="$QData{"Subject"}" size="70"/> ... by this ... <input type="hidden" name="Subject" value="$QData{"Title"}" size="70"/> Hope this can help someone sometime! From: Maurício Ramos Sent: quinta-feira, 26 de fevereiro de 2009 10:08 To: 'otrs(a)otrs.org' Subject: hiding subject field Hello list, We are configuring OTRS 2.3.4 and in the customer´s page, when clicked one of the user´s tickets, another view shows the details and messages exchanged regarding that ticket. On the bottom of the page, there are 2 fields, one for the subject and another for entering a text. What we want to do is to hide or disable the subject field in order to avoid changing of the subject after the ticket creation. Searched on the net, manuals and SYSCONFIG but could not find something on this yet. Is it possible? How it can be done? Thanks you all in advance. Mauricio.

1 0

stats module
by Caspar Kennerdale 26 Feb '09

26 Feb '09

Hello Are the stats module as referred to in the manual and the package ITSMStats one and the same thing, and I have installed latter but cannot see it anywhere - not in groups or the database - yet my package manager says it is installed. I cannot see any reference to any other stats module - unless I am missing something I have looked on http://ftp.otrs.org/ Thanks Caspar ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

1 0

Actual tags list
by Maurício Ramos 26 Feb '09

26 Feb '09

List, In FAQ there are 2 links listing possible tags... http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=186 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 ... but both seem to be out of date. Some tags we are trying to use to format notifications are being translated just as "-". For example: (Configured in "Notifications", and here, we tried some variation of tag names that maybe does not exist, but many are documented. Also tried not to inform the length of text to print - the information between brackets): Teste Mauricio: 1) <OTRS_OWNER_Body[100]> 2) <OTRS_OWNER_UserComment[100]> 3) <OTRS_RESPONSIBLE_Body[100]> 4) <OTRS_RESPONSIBLE_UserComment[100]> 5) <OTRS_CUSTOMER_Body[100]> 6) <OTRS_CUSTOMER_UserComment[100]> 7) <OTRS_TICKET_Created> 8) <OTRS_TICKET_Changed> 9) <OTRS_TICKET_Body[100]> (Presented in the notification received through email or customer´s web page. Just tag <OTRS_TICKET_Created> is being displayed): Teste Mauricio: 1) - 2) - 3) - 4) - 5) - 6) - 7) 2009-02-26 13:39:26 8) - 9) - When we close a ticket, we want, in the automatic notification sent to the customer, that the date/time of the action and the text that the agent wrote appear in it. Can you point to an actual list of tags or how to implement these customizations, if possible? Thanks you all in advance.

1 0

TimeReporting
by Caspar Kennerdale 26 Feb '09

26 Feb '09

Hello Could someone give me a quick overview of the time reporting module and how it works/ relates to tickets How to 'projects' 'Actions' and 'Users' relate and does this tie in with the Time Taken field at the bottom of the close ticket screen? Ideally what I want is to be able to report on the amount of time spent per customer and per ticket type by employee. Caspar Kennerdale ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

1 0

Re: [otrs] Open mail ticket with attachment
by francesco.simonini＠sesaspa.it 26 Feb '09

26 Feb '09

I solved by changing Config Options: Framework -> Core::Web -> WebUploadCacheModule: to FS instead of DB To anyone who will have the same problem. Thanks. Francesco. ----- Original Message ----- Da : "francesco.simonini(a)sesaspa.it" <francesco.simonini(a)sesaspa.it> A : otrs(a)otrs.org Oggetto : [otrs] Open mail ticket with attachment Data : Thu, 26 Feb 2009 11:04:55 +0100 > Hi, when I try to open a new email ticket with an > attachment different to .txt I have this error: > > ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Feb > 25 16:49:21 2009 > > Message: Can't send message: 354Start mail input; end > with <CRLF>.<CRLF> > ! Enable Net::SMTP debug for more info! > > Traceback (1488): > Module: Kernel::System::Email::SMTP::Send (v1.21) Line: > 137 > Module: Kernel::System::Email::Send (v1.45) Line: 553 > Module: Kernel::System::Ticket::Article::ArticleSend > (v1.185) Line: 1831 > Module: Kernel::Modules::AgentTicketEmail::Run (v1.4) > Line: 956 > Module: Kernel::System::Web::InterfaceAgent::Run > (v1.34) Line: 824 > Module: > ModPerl::ROOT::ModPerl::Registry::C_3a_Otrs_otrs_bin_cgi_2 > dbin_index_2epl::handler (unknown version) Line: 47 > Module: (eval) (v1.87) Line: 203 > Module: ModPerl::RegistryCooker::run (v1.87) Line: 203 > Module: ModPerl::RegistryCooker::default_handler > (v1.87) Line: 169 > Module: ModPerl::Registry::handler (v1.99) Line: 30 > > The ticket is correctly open but the email is not sent. > It works only with txt files. > What could be the problem? > Thanks, regards. > > Francesco. > ---------------------------------------------------------- > ----------- 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

hiding subject field
by Maurício Ramos 26 Feb '09

26 Feb '09

Hello list, We are configuring OTRS 2.3.4 and in the customer´s page, when clicked one of the user´s tickets, another view shows the details and messages exchanged regarding that ticket. On the bottom of the page, there are 2 fields, one for the subject and another for entering a text. What we want to do is to hide or disable the subject field in order to avoid changing of the subject after the ticket creation. Searched on the net, manuals and SYSCONFIG but could not find something on this yet. Is it possible? How it can be done? Thanks you all in advance. Mauricio.

1 0

Open mail ticket with attachment
by francesco.simonini＠sesaspa.it 26 Feb '09

26 Feb '09

Hi, when I try to open a new email ticket with an attachment different to .txt I have this error: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Feb 25 16:49:21 2009 Message: Can't send message: 354Start mail input; end with <CRLF>.<CRLF> ! Enable Net::SMTP debug for more info! Traceback (1488): Module: Kernel::System::Email::SMTP::Send (v1.21) Line: 137 Module: Kernel::System::Email::Send (v1.45) Line: 553 Module: Kernel::System::Ticket::Article::ArticleSend (v1.185) Line: 1831 Module: Kernel::Modules::AgentTicketEmail::Run (v1.4) Line: 956 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Otrs_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 203 Module: ModPerl::RegistryCooker::run (v1.87) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 The ticket is correctly open but the email is not sent. It works only with txt files. What could be the problem? Thanks, regards. Francesco.

1 0

Stat + FAQs Module + Groups
by Caspar Kennerdale 26 Feb '09

26 Feb '09

Hello I have installed the ITSM Stats module and FAQ module (according to the package manager) yet no icon is appearing at the top nor is there a group called Stats. How do I access these please? Caspar Kennerdale Deputy Web Services Director 020 7970 4680 <mailto:youremailaddress@centaur.co.uk> caspar.kennerdale(a)centaur.co.uk <http://www.centaur.co.uk/> www.centaur.co.uk ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

2 2

E-mails not created as Tickets
by Esben Bach 25 Feb '09

25 Feb '09

Hi All I have recently set up a new OTRS 2.2 Installation on a Debian host, and I have some problems getting email sent to our support mails into the system as tickets. I have set up a queue called support, and I have created an e-mail "support(a)domain.com" and tied it to the queue. I have setup a fetchmail cronjob to get the mails. The fetchmail is setup to get mails from an imap account from our Exchange server. Apparently this fetchmail part works fine, I can see the mail go into /var/spool/mail/otrs, but they never enter the OTRS system (not in RAW, not in the support queue). I have a very old 2.0 Setup on a different host that works fine using this method. So I am probably missing something rather simple like a procmail config or other, but I can't seem to figure out what is wrong. On the old system /var/spool/mail/otrs is empty and that's why I think it might be a procmail issue or something similar. So any guesses as to why mails don't enter the system, and any hints on log files to look at for debugging? -- Esben Bach

1 1

dtl blocks
by bis 25 Feb '09

25 Feb '09

Hi where can I find documentation about how (and where) to define dtl blocks? Thanks Bis

1 0

OTRS ITSM populating the CI
by Mario Andres Velez 25 Feb '09

25 Feb '09

Hi all, Does anyone have an sql script or pont me out where is info to upload CIs, Ive tried using the Module Import/Export, no luck.. Thanks in advance Saludos, Mario Andrés Vélez Castaño Coordinador Infraestructura Tecnológica INFORMÁTICA & TECNOLOGÍA S.A. PBX: (57 1) 592-2192 Ext. 136 URL: http://www.informatica-tecnologia.com MSN: mvelez(a)informatica-tecnologia.com P Antes de imprimir este mensaje, piensa en tú compromiso ecológico "Informática & Tecnología S.A.. TODOS LOS DERECHOS RESERVADOS. La información contenida en este mensaje son exclusivas de su autor, está prohibida la divulgación de la información a personas externas o diferentes al destinatario, y reproducir total o parcialmente este documento. La compañía no asume responsabilidad sobre las opiniones, criterios e información contenida en el. En caso de recibir este mensaje por error, le solicitamos enviarlo a la dirección de correo que se lo envió y borrarlo de sus archivos electrónicos o destruirlo."

2 2

TimeAccounting Module
by Caspar Kennerdale 25 Feb '09

25 Feb '09

Hello I have just installed the Time Accounting module and have given myself the rights within the appropriate group, however I cannot see any reference to this module from here on in. How can I access it/ use it? Thanks Caspar Kennerdale Deputy Web Services Director 020 7970 4680 <mailto:youremailaddress@centaur.co.uk> caspar.kennerdale(a)centaur.co.uk <http://www.centaur.co.uk/> www.centaur.co.uk ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

2 1

Attanchen: Can't run GenericAgent Job 'post' because no search attributes are used!.
by Caspar Kennerdale 25 Feb '09

25 Feb '09

Hello The following message appears in our system log, but I am not sure what is causing it. Can anyone shed any light? ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

1 0

DB2 - fetch failed - handles can't be shared between threads
by Denis Cornehl 25 Feb '09

25 Feb '09

Hello, we are running OTRS 2.3.4 on debian with db2 v.9.1 Fixpack 6. Sometimes we get the following error. Software error: DBD::DB2::dr FETCH failed: handle 1 is owned by thread db433d0 not current thread bb849f8 (handles can't be shared between threads and your driver may need a CLONE method added) at /usr/share/perl5/Apache/DBI.pm line 97. For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. If we reload the page everything works fine. It seems to appear only if more than one user is logged on or/and when the generic agents are executed. The Perl DB2-DBI is from IBM: http://www-01.ibm.com/support/docview.wss?rs=71&uid=swg21297335 The Database config is: $Self->{DatabaseHost} = 'localhost'; $Self->{Database} = 'otrsdb'; $Self->{DatabaseUser} = 'db2user'; $Self->{DatabasePw} = 'our-password'; $Self->{DatabaseDSN} = "DBI:DB2:$Self->{Database}"; -- regards Denis Cornehl

1 0

How many postmaster email accounts?
by Paolo Epifani 25 Feb '09

25 Feb '09

Hi I'm new in the otrs project. I'm considering to use otrs as Ticket Request System but I have some big question. I work for a Government company that has several public email accounts to which people can post information requests. I've counted these email accounts... They are about 230. So, in your experience... - how many postmaster email accounts can support otrs? There is a limit? - what hardware requirements for this scenario? - have you encountered memory problems using otrs? Regards Paolo Epifani _______________________________________________ PAOLO EPIFANI _______________________________________________ Città di Torino - Settore Servizi Telematici Redazione Web - Indirizzo: Via Meucci, 4 - 10121 TORINO - Piano: 4, Ufficio 422 - Telefono: +39 011 4430559 - Fax: +39 011 4430583 - E-mail: paolo.epifani(a)comune.torino.it - Web site: http://www.comune.torino.it _______________________________________________

3 2

Re. Use more than one customer back-end with OTRS for AD and DB
by Lakshan Fernando. 25 Feb '09

25 Feb '09

Hi I need a immediate help from OTRS guru ppl, i need to configure Use more than one customer back-end with OTRS, for agents i want to authenticate via active directory and make automatically create account for them. customers i want to make external authenticate via my oracle db and make automatic account creation i went through with the http://doc.otrs.org/2.3/en/html/x1638.html manual but couldn't able to get it done, can some one kindly send me code which working internal AD authentication and external authentication with oracle DB code to include under Config.pm Thanks you Lakshan

1 0

How to setup OTRS with SSL suppot
by Lakshan Fernando. 24 Feb '09

24 Feb '09

Hi, How to setup OTRS with SSL suppot eg:- https://otrs.example.com/otrs/index.pl Thanks you Lakshan

3 2

Queue display for all customers
by Lakshan Fernando. 24 Feb '09

24 Feb '09

Hi, Customer's who login with the AD authentication cannot access or send ticket to specified queues they cant see them under drop down menu is their any option do i have to enable them to see the queues on the drop down menu Thanks you Lakshan

1 0

automatic customer account creation and auto-login
by Lakshan Fernando. 24 Feb '09

24 Feb '09

I have a problem after login through Active directory on customer interface, the account belongs to customer user does not create under customer users on OTRS can some one help me on this Thanks you Lakshan

1 0

changing outgoing admin email address notifications for certain queue
by Isaac Gonzalez 24 Feb '09

24 Feb '09

hi, otrs 2.2.4 running great... i added a new queue with a different email address, and also configured a new postmaster pop3 account for this queue. Incoming email works fine to the queue, as well as customer notifications when composing an answer or changing ticket status, etc....I was wondering if there was a way to change the admin notifications to instead get sent from this new email address instead of what is configured in the system's configured "smtp from", when customers send an email to create a ticket. Customers will not be creating tickets thru the customer web front end...they will only be sending emails to the new email address. any guidance appreciated... -Isaac

1 1

Issue with bulk upload of Services
by Steve Hall 23 Feb '09

23 Feb '09

Hi, First time posting, so I could be barking up the wrong tree here. I've been setting up OTRS / SIRIOS to function the way our workflow works with our CERT. So, I've activated the Services module and created a couple of services which describes the hierarchy we operate to. I then dumped them out using PHPmysqladmin, created the real file, and uploaded the data back into the database resulting in ADMIN::Services showing the 1000+ services correctly. This is where I either hit an issue, or a misunderstanding. When raising a ticket, the Services field to select against is blank with none being offered in the pulldown. Am I barking up the wrong tree, forgotten a step. Any advice would be welcome. Regards Steve

1 0

No such TicketID (1)!
by Grzegorz Dajuk 23 Feb '09

23 Feb '09

Hello My name is Grzeslaw and I'am new to otrs. Few weeks ago I decided to install this ticket system and tryed to configure. Averything goes good. I found a way to delete all tickets directly from the database, because unfortunetely otrs do not offer this function. it's looked like this in mysql: delete from ticket_history where id>0; delete from article_plain where id>0; delete from article where id>0; delete from ticket where id>0; And it's work nice for me. Beside this. I wrote a simple script in Article.pm file to send sms message when new ticket came. All the system works nice. But, when I wrote a simple code to check if it's an hour befeore sms sending, it just crashed, and stop sending me mail notification about new tickets. I go back witch the configuration and it still do not send me an email notification. i my email logs I saw the following lines when I post a net ticket from customer side: Feb 20 04:15:07 otrs OTRS-CGI-10[13812]: [Error][Kernel::System::Ticket::TicketGet][Line:877]: No such TicketID (1)! Feb 20 04:15:07 otrs OTRS-CGI-10[13812]: [Error][Kernel::System::Ticket::TicketGet][Line:877]: No such TicketID (1)! Feb 20 04:15:07 otrs OTRS-CGI-10[13812]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2009022010000012/HYYC] created (TicketID=37,Queue=AvaGuide,Priority=4 high,State=new) This line occur many times when i post a new ticket. What can be wrong? Iam forgot about some tables when I deleting the tickets from db? -- Pozdrawiam Grzegorz Dajuk Administrator InteliWISE IT _________________________________________________ "InteliWISE" Spółka Akcyjna z siedzibą w Warszawie (02-605) przy ul. Ursynowskiej 72, wpisana do Krajowego Rejestru Sadowego - rejestru przedsiebiorcow przez Sad Rejonowy dla m. st. Warszawy, XIII Wydzial Gospodarczy Krajowego Rejestru Sadowego, pod numerem 0000297672, posiadajaca numer identyfikacyjny REGON 140000046, NIP 525 23 23 343, kapitał zakładowy 548,891,50 PLN (w całości wpłacony). Informacje zawarte w tej wiadomości są ściśle poufne i objęte tajemnicą handlową Spółki. Wiadomość skierowana jest tylko i wyłącznie do adresata lub adresatów wymienionych powyżej. Jakiekolwiek kopiowanie lub rozpowszechnianie zawartych w tym mailu informacji jest zabronione. Jeżeli niniejsza wiadomość została doręczona przypadkowo do niewłaściwej osoby, jest ona uprzejmie proszona o natychmiastowe poinformowanie nadawcy i zniszczenie Wiadomości za jej/jego zgodą.

2 2

how to remove to fileds queue name in customer login?
by Aung 23 21 Feb '09

21 Feb '09

Hi, When I login as customer and create new ticket, I saw a few queue name in To: filed. How can I assign individual customer to specific To: field without seeing others. I wish OTRS has forum since it will be easier to search. Regards, Aung

2 1

Migration
by Hiren Joshi 20 Feb '09

20 Feb '09

Hello all, I'm running OTRS on a CenOS4 virtual machine (with mysql) but plan to move it over to a physical CentOS5 box. Can anyone point me to a guide or offer some pointers on the migration? Thanks, Josh.

2 1

ACL for customer service limitation based on request type
by Gianni Bracali 20 Feb '09

20 Feb '09

Hi, I was trying to customize the visibility of the Service dropdown during the creation of a ticket in the Customer web interface. I need to hide/unhide some entry based on the request type selected. I put the following lines in Kernel/Config.pm, but nothing changed. # ticket acl $Self->{TicketAcl}->{'Nascondi-Servizi-Coda-001'} = { # match properties Properties => { # current user match properties Ticket => { Type => ['Acquisizione dati'] } }, # remove options (black list) PossibleNot => { # possible ticket options (black list) Ticket => { Service => ['Hardware'] }, }, }; Could please give me some hints or tell me where can I found a good documentation on ACLs? Thanks Gianni

2 1

Email from external agent noted as Agent, how?
by Wes Plate 19 Feb '09

19 Feb '09

In old OTRS 1.3 if an agent send at email to a ticket (using as the from email address the same email address as the Queue) in the Zoom view of the ticket these agent emails would show as an Agent response and be colored as such. But in 2.3.3 external emails from agents appear as customer responses in the list. How to change to or enable the old behavior? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

3 4

disappearing queues
by Stephen Hawkins 19 Feb '09

19 Feb '09

OTRS, I have created a queue, and a group. I have given myself all permissions for that queue, and added it to the queues I see when I log in. However if I log out and log back in I no longer see the queue and have to do the previous steps all over again. This is true for all other otrs users also. Where are these "permissions" and queue choices saved at, and any ideas how I can get the config to stay? Steve -- Steve Hawkins Technical Support Engineer -- Palisade Systems, Inc 2625 N. Loop Drive, Suite 2120 - Ames IA, 50010 USA Email: support(a)palisadesys.com - Web: http://www.palisadesys.com/ Phone: 1(888) 325-6500 --

1 0

DB Port Configuration in Config.pm
by Nadeem Ahmad 19 Feb '09

19 Feb '09

Hi We have installed OTRS 2.3.3 and its DB is installed on remote server & it is running on Port tcp/3307 . My question is that where I need to mention port for DB connectivity in Config.pm . Please let me know if you have query on this. Nadeem Ahmad Associate Network Administrator Network Operations Centre I2c Incorporated ------------------------------------------------------------ Web site: http://www.i2cinc.com PBX: (650) 593 5400 ext 4097 24x7 NOC Direct: (650) 480 5291 24x7 NOC: (650) 593 5400 Option 3/Option 3 Fax: (650) 593 5402 Office-Pakistan: (042) 111.000.911 ext 163/164 Email: anadeem(a)i2cinc.com Timings: Mon - Fri 08:00 PM - 06:00 AM PST

2 2

Adding status to email notifications
by Greg Pennell - HSA Global 18 Feb '09

18 Feb '09

I'd like to append an email notification with the current status of the ticket - after the submitting the email content, and updating the status in the ComposeEmail page. I've changed the email body to include the ticket status, however this is picked up from before the email is submitted, and therefore doesn't have the new status Greg

1 0

RedHat permissions to otrs user
by Camilo Vieira 18 Feb '09

18 Feb '09

Hi folks, I'm trying to install the OTRS in RedHat 5 Enterprise Server with source code, but I have been receiving the following message: Forbidden You don't have permission to access /otrs/installer.pl on this server. Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request. ________________________________ Apache/2.0.52 (Red Hat) Server at otrs.navita.com.br Port 80 The Apache was set to starting up with apache user that was assigned to apache group. I configured the following permissions: root@otrs:/opt# useradd -d /opt/otrs/ -c 'OTRS user' otrs root@otrs:/opt# usermod -G nogroup otrs linux:/opt# SetPermissions.sh /opt/otrs otrs apache nogroup apache I got the permissions bellow: -rwxrwxrwx 1 apache nogroup 66K Jan 20 14:06 ARCHIVE drwxrwxr-x 4 apache nogroup 4.0K Jan 20 14:06 bin -rwxrwxrwx 1 apache nogroup 180K Jan 20 08:16 CHANGES -rwxrwxrwx 1 apache nogroup 18K Dec 1 2001 COPYING -rwxrwxrwx 1 apache nogroup 2.4K Jun 20 2008 CREDITS drwxrwxrwx 3 apache nogroup 4.0K Jan 20 14:06 doc -rwxrwxrwx 1 apache nogroup 1.3K Mar 7 2008 .fetchmailrc.dist -rwxrwxrwx 1 apache nogroup 5.6K Oct 29 14:51 INSTALL -rwxrwxrwx 1 apache nogroup 1.2K Apr 29 2008 INSTALL.RedHat -rwxrwxrwx 1 apache nogroup 1.3K Apr 29 2008 INSTALL.SuSE drwxrwxrwx 8 apache nogroup 4.0K Feb 18 12:15 Kernel -rwxrwxrwx 1 apache nogroup 1.7K Feb 6 2007 .mailfilter.dist -rwxrwxrwx 1 apache nogroup 1.9K Mar 7 2008 .procmailrc.dist -rwxrwxrwx 1 apache nogroup 6.9K Jun 20 2008 README -rwxrwxrwx 1 apache nogroup 4.4K Apr 29 2008 README.database -rwxrwxrwx 1 apache nogroup 4.5K Apr 29 2008 README.webserver -rwxrwxrwx 1 apache nogroup 85 Jan 20 14:06 RELEASE drwxrwxrwx 6 apache nogroup 4.0K Jan 20 14:06 scripts -rwxrwxrwx 1 apache nogroup 7.3K May 28 2008 TODO -rwxrwxrwx 1 apache nogroup 2.0K Jul 21 2008 UPGRADING drwxrwxrwx 11 otrs apache 4.0K Jan 20 14:06 var Please, does anyone know how to fix this problem? Thanks. 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

2 3

LDAP Binding Issue
by Voss, Darryl 18 Feb '09

18 Feb '09

Hi all, I'm trying to setup OTRS to authenticate agent logins with AD. Here is a clip from my Config.pm: # -----------------------------------------------------# # ldap settings # # -----------------------------------------------------# $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '10.67.100.5'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=towtradtal,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrsLDAP,OU=Service Accounts,OU=Users,OU=Chicago,DC=towtradtal,DC=com'; $Self->{'AuthModule::LDAP::SearchUserPW'} = '*********'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=Domain Users,CN=Builtin,DC=towtradtal,DC=com'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; In following the OTRS documentation as well as cross-referencing other posts on this subject, I'm pretty sure the config file is setup correctly and does not include any syntax errors. However, my problem is that when logging in to OTRS, I get "Login Failed! Your username and password was entered incorrectly." I then checked the apache logs and found the following entry: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Feb 13 12:36:59 2009 Message: Search failed! 00000000: LdapErr: DSID-0C090627, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, vece Traceback (4362): Module: Kernel::System::Auth::LDAP::Auth (v1.47.2.3) Line: 218 Module: Kernel::System::Auth::Auth (v1.29) Line: 121 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 192 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 I've verified that the credentials I have specified for the user otrsLDAP are correct by binding to AD through LDP.exe. I'd really appreciate if someone could let me know if they'd run into this or know what might be causing the bind to fail. This electronic mail message and any attached files contain information intended for the exclusive use of the individual or entity to whom it is addressed and may contain information that is proprietary, privileged, confidential and/or exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any viewing, copying, disclosure or distribution of this information may be subject to legal restriction or sanction. Please notify the sender, by electronic mail or telephone, of any unintended recipients and delete the original message without making any copies.

2 5

Show last article in Queue view
by Thomas Wouters 18 Feb '09

18 Feb '09

Hi All, At the moment in 'queue view' (the general preview of all tickets), you always see the last customer article, but i would love to see the last ticket article (so, notes, or owner changes or what ever is the last added article. I have searched the otrs mailing lists but did not find any clues, except that the question is asked serveral times... for example: http://lists.otrs.org/pipermail/otrs/2007-February/017778.html Anybody any suggestions? Kind regards, Thomas Wouters

1 0

Time reporting
by Mayk Backus 17 Feb '09

17 Feb '09

Hi All, Does anyone know of something on how to produce a time report of for example today, or a specific day ? The reason for this is that our company sends bills for given services. In the ticket we note the time we spend on a ticket, and it would be great of i could produce some sort of output on what tickets have received time units that day , by whom , how many time units , etc . I'm looking at OTRS Manager, it has something like this in the reports it generates, but i notice sometimes it doesn't display a ticket what i know of that has received time that day. So i doubt the reliability of it. Any news welcome. Perhaps someone has a php script that does these outputs, of has created a stats report or maybe something complete different. Hope to hear from you. kind regards, Mayk

4 4

Queue Access
by Jose Bogarin 17 Feb '09

17 Feb '09

I have OTRS 2.3.3 with ITSM 1.2 installed on my server, debian if it helps although I installed completely from source. I have several agents with different permissions and queues. I don't wanna give full RW access to several agents because I don't want them to be able to close tickets, however if I don't give them RW they can't see the tickets on my queues or such, just looking for the tickets on the search panel. It is not a preferences thing as I have it configure so that every user has the assigned queues on my queues on their preferences. Could you let me know how to fix this? Is there a configuration option I can change? Thanks in advance, -- Jose Bogarín

1 0

Move Ticket ID from Subject to Body
by Edvard Pohl 17 Feb '09

17 Feb '09

Hi. I'm looking for a way to move lenghty Ticket ID from Subject of message to the body of message. In my case I have support mailing list whose mails first goes through OTRS to get Ticket ID before thay ends in maillist . In that way someone can communicate with customer about an issue and all emails in that correspondence ends up as thread in one Ticket in OTRS. The problem is that Ticket ID is very long and sometimes it's most of Subject length withouth giving any human readable information. I was thinking that if I set OTRS to search whole body and not just Subject I could be able to get threading feature with Ticket ID in body of incoming emails and remove Ticket ID from Subject. I was thinking of shortening Ticket ID, but it's just partial solution. One solution would be to put Ticket ID at the end of Subject ? (And/or somewhere is body so if part of Subject got truncated that mail would be automaticaly merged with right ticket... ?) Any ideas or experiences with that from anyone ? -- Edvard Pohl ISM Pop Online Tel: +386 1 5893 371 E-mail: edvard.pohl(a)pop-tv.si _______________________________ PRO PLUS d.o.o. Kranjceva 26, SI - 1521 Ljubljana http://24ur.com

2 1

Queue names concatenating
by Caspar Kennerdale 17 Feb '09

17 Feb '09

Hello Currently Our Queue names concatenate at the end of the string Example shown below Queue: Web Developmen[..] Is it possible to reverse this so it was like this [..]Rest of Queue It is just for us that we have 3 layers of queue and for quick reference the end of the string is actually more informative to us Caspar Kennerdale Deputy Web Services Director 020 7970 4680 <mailto:youremailaddress@centaur.co.uk> caspar.kennerdale(a)centaur.co.uk <http://www.centaur.co.uk/> www.centaur.co.uk ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

1 0

[#358368] Support Ticket Opened
by Prova 17 Feb '09

17 Feb '09

--please do not reply below this line-- A support ticket has been created (#358368) and a representative will get back to you shortly. You can view this ticket progress online here: http://r19125.ovh.net/support/view.php?e=otrs@otrs.org&t=358368 NOTE: If you wish to send additional information regarding this ticket, please do not send another email. Instead, reply to this ticket. PROVA

2 1

Adding drop down menus from other fields
by Caspar Kennerdale 17 Feb '09

17 Feb '09

Hi I was hoping for some guidance with our little conundrum In the /index.pl?Action=AgentTicketZoom users can quickly change the Queue of the ticket on the right hand side. This is handy if the ticket is in the wrong queue (which is sometimes only obvious by reading the ticket) and means the user doesn't have to click to another page to complete this action. With this in mind we would like to add change type and change priority in this same manner. Please see attached screenshot. How are we able to do this? As so far our attempts do not seem to work Caspar Kennerdale ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

1 0

erase exceeded cache-entries
by Alexander Scholler 17 Feb '09

17 Feb '09

Hi, we use the OTRS-cache-mechanismn for LDAP-queries among others. The problem is that the Cache-directory /opt/otrs/var/tmp/Cache gets filled up with many files. The TTL of these files is mostly expired, so these files could be erased. So far I found out, a expired cache-file is overwritten with the new results if exactly the same query is asked again - this makes sense. But I found no possiblility to erase every cache-file which is expired. Due to so many files within my Cache-directory, I would have to erase the content of the whole Cache-directory, e.g. through writting a cronjob which make use of Kernel::System::Cache::CleanUp. Bye, Alex Richter+Frenzel GmbH + Co. KG Sitz: Wuerzburg Registergericht: Wuerzburg HRA 220 Geschaeftsfuehrer: Peter Pohl, Wilhelm Schuster Komplementaer: WUE Richter + Frenzel Verwaltung GmbH, Amtsgericht Augsburg, HRB 22447

1 0

Followup notification every ten minutes
by JOHNSON CHUANG (ULI-HK) 17 Feb '09

17 Feb '09

Hi, I have installed the OTRS (windows base). I have created queues and postmaster mail account, the postmaster mail account "support" was a email group in active directory, and my account "userabc" was a member in this group. When the email comes, the OTRS Notification Master send new ticket notification email to my account without any problem. I just see this email once only. Ten minutes later I received another email from OTRS Notification Master, the subject like this [Ticket #200902130000035] You got follow up!....... Another ten minutes, I have received the new email came to my mailbox, the subject [Ticket #200902130000035] You got follow up! Is there any settings to get rid of those notification of follow up? I have another question, I saw follow up option in "Queue management"? I don't know what's that use for "new ticket", "possible" and "reject". I have no idea of three of those. Please help me if you know how it goes! Thanks! Regards, Johnson Chuang

1 0

Customer interface read only mode
by Magnus Linner 16 Feb '09

16 Feb '09

Hi All, I have a special requirement that i hope someone can help me with. Through the customer interface i only want my customer to be able to view tickets. I dont want them to be able to close or change a ticket. Is that somehow possible? Thanks Magnus

2 2

Mails from customer otrs to our otrs - Ticket-IDs are messed up
by Ivan De Masi 13 Feb '09

13 Feb '09

Hello, I already posted on the german speaking list, so excuse me if you get this problem twice, but until now there was no hint. :-) We have a customer that forwards some mails to us from his otrs. Now the problem is that our otrs is (logicly) confusing the ticket-IDs and appending ticktes from that customer to already closed ticktes that don't go togehter. Is there a way to ignore tickte-IDs from the mail-domain (via Postmaster Filter etc.) or would it help to change the way our otrs is creating new ticket-IDs for the future? Can I change the way of new created ticket-IDs while the system is running (surely not fetching mails in that moment)? Thanks! Regards, Ivan -- dgx new media GmbH Saalbaustr. 8-10 64283 Darmstadt Germany Tel. +49 6151 8508 - 019 Fax +49 6151 8508 - 111 www.dgx.de Geschäftsführer: Dipl. Designer Till Middelhauve Dipl. Informatiker Witold Wegner Amtsgericht Darmstadt, HRB 7809 Steuernummer 00723113813

3 2

Using OTRS2.2 as a mail-only ticket handling system?
by Tim Stoop 13 Feb '09

13 Feb '09

Hi all, I'd like to know if I can use otrs2.2 purely from my mailclient? Can it forward incoming messages in a way that I can just reply to them in my mailclient and otrs handles the handling and all? Currently, I can only find notifications, which give a lot of extra text that I do not want when replying. Anyone using otrs solely from their mail client (after setting up stuff in the webinterface, of course)? -- Gegroet, Tim

4 3

Interrogations about Support module
by Laurent Minost 12 Feb '09

12 Feb '09

Hi everyone, I'm wondering how OTRS Support module is getting informations about WebServer please because on my installation, it tells me that a lot of things are critical where it should not : 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 -> Running system is : [root@daotrs conf.d]# cat /etc/redhat-release CentOS release 5.2 (Final) -> Apache::DBI module is installed and declared in otrs.conf : [root@daotrs conf.d]# rpm -qa | grep -i apache perl-Apache-DBI-1.07-1.el5.rf [root@daotrs conf.d]# rpm -ql perl-Apache-DBI /usr/lib/perl5/vendor_perl/5.8.8/Apache /usr/lib/perl5/vendor_perl/5.8.8/Apache/AuthDBI.pm /usr/lib/perl5/vendor_perl/5.8.8/Apache/DBI.pm ... [root@daotrs conf.d]# grep DBI /etc/httpd/conf.d/otrs.conf PerlModule Apache::DBI -> Same thing for Apache2::Reload [root@daotrs conf.d]# grep -i reload /etc/httpd/conf.d/otrs.conf # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload -> Same thing for mod_perl [root@daotrs conf.d]# rpm -qa | grep -i mod_perl mod_perl-2.0.2-6.3.el5 [root@daotrs conf.d]# grep mod_perl /etc/httpd/conf.d/perl.conf LoadModule perl_module modules/mod_perl.so verified this point from /server_info and saw that module is properly loaded ... Does it looks like something is weird with Support module detection/test please ? Any performance/improvements tips are also welcomed please :) How can I really check that mod_perl / Apache2::Reload / Apache::DBI are properly used/activated for OTRS please ? Thks, Laurent MINOST

3 3

Fw: Changing Type and Priority of ticket in the same way as changing queue
by bis 12 Feb '09

12 Feb '09

third time lucky! --- On Thu, 12/2/09, bis <bis_d(a)yahoo.co.uk> wrote: From: bis <bis_d(a)yahoo.co.uk> Subject: Changing Type and Priority of ticket in the same way as changing queue To: otrs(a)otrs.org Date: Thursday, 12 February, 2009, 2:39 PM Sorry I forgot to attach the files! Bis Hi I want to change the Type and Priority of a ticket directly from the Zoom view, in the same way as we can change the Queue of the ticket, without having to go through the additional step of clicking "Amend" and then submitting the changes. If we are in the zoom view and want to change the Type or Priority of the ticket, we need to click "Amend" and then make the changes in the dropdown menus for Type or Priority and submit the changes (see attachment "amend.png"). What we would like to do is to be able to directly change the Type or Priority from the zoom view, as we are able to change the Queue of the ticket (see attachment "zoom.png"), without having to go into the "Amend" view. I have tried copying the dropdown menus for "Type" and "Priority" from the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl" to the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl" - but without success. The subroutine which creates the menu for changing the "Queue" in the zoom view, as defined in the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl", is the following: <b>$Text{"Change queue"}:</b><br> <form action="$Env{"CGIHandle"}" method="get"> <input type="hidden" name="Action" value="AgentTicketMove"> <input type="hidden" name="Subaction" value="Unlock"> <input type="hidden" name="QueueID" value="$QData{"QueueID"}"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> $Data{"MoveQueuesStrg"} <input class="button" type="submit" value="$Text{"Move"}"> </form> Could someone suggest something similar I can do for changing Type and Priority? I tried something like the code below, for example, trying to copy the form elements from the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl" to the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl" but all that did was to create a submit button without creating a dropdown menu. <b>Change priority:</b><br> <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="$Env{"Action"}"> <input type="hidden" name="Subaction" value="Store"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> <input type="hidden" name="Expand" value=""> <input type="hidden" name="ImpactRC" value="0"> <input type="hidden" name="PriorityRC" value="0"> <input type="hidden" name="FormID" value="$QData{"FormID"}"> $Data{"PriorityStrg"} <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return submit_compose();"> </form> Is there a way of achieving what I want through the front end? Any help would be gratefully appreciated! Thanks a lot! Bis

1 0

Changing Type and Priority of ticket in the same way as changing queue
by bis 12 Feb '09

12 Feb '09

Sorry I forgot to attach the files! Bis Hi I want to change the Type and Priority of a ticket directly from the Zoom view, in the same way as we can change the Queue of the ticket, without having to go through the additional step of clicking "Amend" and then submitting the changes. If we are in the zoom view and want to change the Type or Priority of the ticket, we need to click "Amend" and then make the changes in the dropdown menus for Type or Priority and submit the changes (see attachment "amend.png"). What we would like to do is to be able to directly change the Type or Priority from the zoom view, as we are able to change the Queue of the ticket (see attachment "zoom.png"), without having to go into the "Amend" view. I have tried copying the dropdown menus for "Type" and "Priority" from the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl" to the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl" - but without success. The subroutine which creates the menu for changing the "Queue" in the zoom view, as defined in the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl", is the following: <b>$Text{"Change queue"}:</b><br> <form action="$Env{"CGIHandle"}" method="get"> <input type="hidden" name="Action" value="AgentTicketMove"> <input type="hidden" name="Subaction" value="Unlock"> <input type="hidden" name="QueueID" value="$QData{"QueueID"}"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> $Data{"MoveQueuesStrg"} <input class="button" type="submit" value="$Text{"Move"}"> </form> Could someone suggest something similar I can do for changing Type and Priority? I tried something like the code below, for example, trying to copy the form elements from the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl" to the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl" but all that did was to create a submit button without creating a dropdown menu. <b>Change priority:</b><br> <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="$Env{"Action"}"> <input type="hidden" name="Subaction" value="Store"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> <input type="hidden" name="Expand" value=""> <input type="hidden" name="ImpactRC" value="0"> <input type="hidden" name="PriorityRC" value="0"> <input type="hidden" name="FormID" value="$QData{"FormID"}"> $Data{"PriorityStrg"} <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return submit_compose();"> </form> Is there a way of achieving what I want through the front end? Any help would be gratefully appreciated! Thanks a lot! Bis

1 0

Changing Type and Priority of ticket in the same way as changing queue
by bis 12 Feb '09

12 Feb '09

Hi I want to change the Type and Priority of a ticket directly from the Zoom view, in the same way as we can change the Queue of the ticket, without having to go through the additional step of clicking "Amend" and then submitting the changes. If we are in the zoom view and want to change the Type or Priority of the ticket, we need to click "Amend" and then make the changes in the dropdown menus for Type or Priority and submit the changes (see attachment "amend.png"). What we would like to do is to be able to directly change the Type or Priority from the zoom view, as we are able to change the Queue of the ticket (see attachment "zoom.png"), without having to go into the "Amend" view. I have tried copying the dropdown menus for "Type" and "Priority" from the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl" to the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl" - but without success. The subroutine which creates the menu for changing the "Queue" in the zoom view, as defined in the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl", is the following: <b>$Text{"Change queue"}:</b><br> <form action="$Env{"CGIHandle"}" method="get"> <input type="hidden" name="Action" value="AgentTicketMove"> <input type="hidden" name="Subaction" value="Unlock"> <input type="hidden" name="QueueID" value="$QData{"QueueID"}"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> $Data{"MoveQueuesStrg"} <input class="button" type="submit" value="$Text{"Move"}"> </form> Could someone suggest something similar I can do for changing Type and Priority? I tried something like the code below, for example, trying to copy the form elements from the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketPriority.dtl" to the file "/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl" but all that did was to create a submit button without creating a dropdown menu. <b>Change priority:</b><br> <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="$Env{"Action"}"> <input type="hidden" name="Subaction" value="Store"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> <input type="hidden" name="Expand" value=""> <input type="hidden" name="ImpactRC" value="0"> <input type="hidden" name="PriorityRC" value="0"> <input type="hidden" name="FormID" value="$QData{"FormID"}"> $Data{"PriorityStrg"} <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return submit_compose();"> </form> Is there a way of achieving what I want through the front end? Any help would be gratefully appreciated! Thanks a lot! Bis

1 0

follow up on Subject contents
by Frans Stekelenburg 12 Feb '09

12 Feb '09

Hi, Based on the subject (preferably with wildcard/regexp) I would like to be able to either create a FOLLOW-UP, DROP/IGNORE the mail, or else create a new ticket, if the (regexp) subject already exists in the open tickets. Since OTRS does not by default support this, I think the best way to do this is by a script for the postmaster handler part. I was wondering if anybody has a similar script in place? (Don't mind to see just any script that checks the database and sets OTRS values, unix based, so I can use it for reference) gr, Frans

1 0

Installation errors
by Pierre-Andre Malbrough 12 Feb '09

12 Feb '09

I get errors when I try to install from Debian repositories...not having much success installing from Source either. Can you send documentation on installation from source, I'm confused by the "INSTALL" file that comes with it. Thanks -- - Pierre-Andre

3 2

Re: [otrs] Editing the subject line of a ticket
by bis 11 Feb '09

11 Feb '09

Many thanks LQ - once we had discovered how to register a module in the SysConfig front end it all made perfect sense and we are pleased to have registered both "Free Fields" and "Additional ITSM Field"! It was a great learning experience - thanks again! :-) --- On Wed, 11/2/09, LQ Marshall <qmarshall(a)inetspace.net> wrote: From: LQ Marshall <qmarshall(a)inetspace.net> Subject: RE: [otrs] Editing the subject line of a ticket To: bis_d(a)yahoo.co.uk Date: Wednesday, 11 February, 2009, 4:34 PM > But our working copy is version 2.2.5 and I can't see > "freefields" on the Zoom menu bar. But I can see an option > called "Additional ITSM Fields" which unfortunately gives us > an error message saying "AgentTicketITSMField not registered > in Kernel/Config[..]". This seems to explain it. I am not running ITSM so don't know specifically how to sole. Obviously something didn't get registered when your OTRS loaded. Maybe a check modules and/or restart will fish out the culprit. I prepped this after the last post so I'll include it anyway.... Think there may be some confusion as to where to look. If you've customized your version things may look a bit different. I have dome some customizations but have tried to keep them limited to not interfere with the mainline code. The attachments to this message (hopefully will forward) are snips from my current OTRS system. They should lead you to where the Title edit field resides. Hopefully this is better directs to you the mark.

2 1

Problem with Otrs and Oracle
by Gianni Bracali 11 Feb '09

11 Feb '09

Hi to all. I successfully installed OTRS 2.1.7 on openSUSE 10.3 and MySql. (Linux svrhd 2.6.22.19-0.2-default #1 SMP 2008-12-18 10:17:03 +0100 i686 i686 i386 GNU/Linux) Now I'm trying to make Otrs work with Oracle, for database consolidation purpouse. I installed Oracle client and DBD::Oracle. Running bin/CheckDB.pl says "It looks Ok!". When I try to open the application from the web browser (index.pl) I get this error: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Feb 11 18:02:40 2009 Message: ERROR OCIEnvNlsCreate. Check ORACLE_HOME (Linux) env var or PATH (Windows) and or NLS settings, permissions, etc. Traceback (3105): Module: Kernel::System::DB::new (v1.57) Line: 172 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 145 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 This is the content of Config.pl # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # $ENV{ORACLE_HOME} = '/opt/oracle/product/10.2.0/client_1'; $ENV{NLS_DATE_FORMAT} = 'YYYY-MM-DD HH24:MI:SS'; $ENV{NLS_LANG} = 'GERMAN_GERMANY.UTF8'; $ENV{ORACLE_BASE}='/opt/oracle/product'; $ENV{ORACLE_HOME}='/opt/oracle/product/10.2.0/client_1'; $ENV{LD_LIBRARY_PATH}='/opt/oracle/product/10.2.0/client_1/lib'; $ENV{ORACLE_SID}='REDB'; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = '172.25.43.11'; # Database # (The database name.) $Self->{'Database'} = 'REDB'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'otrs1234'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") #$Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for Oracle ==> more: "man DBD::oracle") $Self->{DatabaseDSN} = "DBI:Oracle:sid=$Self->{Database};host=$Self->{DatabaseHost};port=1521;"; I tought about an environment problem, so I added the following lines in /etc/environment, but nothing changed: ORACLE_BASE=/opt/oracle/product ORACLE_HOME=/opt/oracle/product/10.2.0/client_1 LD_LIBRARY_PATH=/opt/oracle/product/10.2.0/client_1/lib ORACLE_SID=REDB NLS_DATE_FORMAT='YYYY-MM-DD HH24:MI:SS' NLS_LANG="GERMAN_GERMANY.UTF8" Any suggestions? Thanks Gianni

2 2

Re: [otrs] Editing the subject line of a ticket
by bis 11 Feb '09

11 Feb '09

I now know what you mean by "freefields" because I checked on a test copy of the latest version 2.3.3. But our working copy is version 2.2.5 and I can't see "freefields" on the Zoom menu bar. But I can see an option called "Additional ITSM Fields" which unfortunately gives us an error message saying "AgentTicketITSMField not registered in Kernel/Config[..]". Is this the field I should be editing and if so how do I get it registered in the Config file? Hope that makes sense! Thanks a lot Bis > > --- On Wed, 11/2/09, LQ Marshall > <qmarshall(a)inetspace.net> wrote: > > > From: LQ Marshall <qmarshall(a)inetspace.net> > > Subject: RE: [otrs] Editing the subject line of a > ticket > > To: bis_d(a)yahoo.co.uk, "'User questions and > discussions about OTRS.'" <otrs(a)otrs.org> > > Date: Wednesday, 11 February, 2009, 3:29 PM > > Click on freefields while zoomed into a ticket, no > > documentation is > > necessary for this. Although I suppose if you've > > customized things there may > > be an permissions issue. > > > > The "Title" line could also be edited when > > forming responses to the > > user/customer just don't modify the ticket > tracking > > information. > > > > LQ > > > > > > ________________________________ > > > > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org] > > On Behalf > > Of bis > > Sent: Wednesday, February 11, 2009 9:52 AM > > To: User questions and discussions about OTRS. > > Subject: Re: [otrs] Editing the subject line of a > ticket > > > > > > Thanks very much for your help - really appreciate > it - > > would it be possible to refer me to the relevant > section of > > the > > documentation where I can learn how to edit the ticket > > title in the > > freefields (and which file to edit)? > > > > Best > > > > Bis > > > > --- On Wed, 11/2/09, Obee, Daniel > <obee(a)myhammer.de> > > wrote: > > > > > > From: Obee, Daniel <obee(a)myhammer.de> > > Subject: Re: [otrs] Editing the subject line of a > ticket > > To: "User questions and discussions about > > OTRS." > > <otrs(a)otrs.org> > > Date: Wednesday, 11 February, 2009, 12:59 PM > > > > > > > > The ticket title can be edited in the freefields. > > > > > > > > Greets > > > > Daniel

1 0

not receiving escalation mails notification.
by Tamara B. Chikumbi 11 Feb '09

11 Feb '09

Can some one help? I can't receive the escalation notification despite having done everything and researched. I get this mail when GeneriAgent runs . What could be the problem Unquoted string ""escalation" may clash with future reserved word at ?opt/otrs/Kernel/Config/GenericAgent.pm line 33 ERROR: OTRS-GenericAgent-10 Perl: 5.10.0 OS: linux Time: Wed Feb 11 Message: syntax error at /opt/otrs/Kernel/Config/GenericAgent.pm line 38, near "Module" Can someone please help. Regards

1 0

Editing the subject line of a ticket
by bis 11 Feb '09

11 Feb '09

Good morning The problem I am having is that the subject lines of the tickets which come in are very random. What we would like is for the person distributing the tickets to be able to edit the subject line to something more directly relevant so that when we look at the Queue View the list of tickets displays the relevant (edited) subject lines rather than the original ones. Is it possible to edit the subject line of a ticket in this way? Thanks a lot for your help Bis

5 6

How to print all closed ticket since last week.
by Trasschaert Karl 11 Feb '09

11 Feb '09

Hi all, I'm looking for a solution to print all closed ticket closed during the last week. Is it possible to write a script or to do that with the stat or search module? Thanks in advance. Karl _________________________________________________________________ Découvrez LE site avec tout ce qu'il y a de plus cool pour Messenger: Messenger Billboard ! http://www.messengerbillboard.be/fr

2 2

AutoResponse Email AddressID
by Rob Hill 11 Feb '09

11 Feb '09

Hi When trying to use Auto Response in OTRS I get the following error ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Feb 11 14:06:28 2009 Message: Need AddressID! Traceback (3448): Module: Kernel::System::AutoResponse::AutoResponseAdd (v1.9) Line: 53 Module: Kernel::Modules::AdminAutoResponse::Run (v1.16) Line: 73 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Many Thanks Rob HIll Griffin Windows IT Support Technician 01443 778579 RobH(a)griffinwindows.co.uk Unit 37 Abergorki Industrial Esate Treorchy CF42 6DL Many Thanks Rob HIll Griffin Windows IT Support Technician 01443 778579 RobH(a)griffinwindows.co.uk Unit 37 Abergorki Industrial Esate Treorchy CF42 6DL

1 0

OTRS Version 1.2.3
by rabindra 11 Feb '09

11 Feb '09

Hi All, To begin with I have just started looking into otrs from yesterday as I was informed I have to generate few management reports from otrs. When I checked with the person responsible for maintaining software, we still have version 1.2.3. I have recently joined this organization and they have asked me to prepare report like- How many new tickets per day, Backlog on peoples queues i.e how much and where, Who has the oldest tickets, Backlog ageing - how many say 0-5 days , 5-10 days etc Backend database for this install is mysql. I know it would have been nice to upgrade to current version of 2.3.4 but management is reluctant at the moment. My question is do I have to write perl script or can I query database to get the results? I'll greatly appreciate if you experts could provide some guidance or direction which will help me starting in new job in a right note..:) Thanks for your help in advance.

1 0

Otrs quick start manual
by Jevos, Peter 11 Feb '09

11 Feb '09

Hi I'm new in the otrs project I've installed it and examine the manual However i'm missing basic steps to start to work with this nice tool and see how work basic functions ( something like quick start guide ) Manual is prety nice described but it is bit huge with all these features and options. All I did was I've created new agent and customer. I assigned agent to the grup users. But I don't know what is the next steps to see it in the action. I have created new ticket but it's appeared nowhere Thanks a lot for your answers pet

3 4

how to inform Admin before creating new account for new customer
by vaishali dolas 11 Feb '09

11 Feb '09

Hi all, I'm looking for a solution to how to inform Admin before creating new account for new user.and admin can able to create new account for customer. Is it possible to write a script or to do that InterfaceCustomer module? Thanks in advance. -- Best Regards, Vaishali Dolas Computational Research Laboratories Ltd., ( A Wholly owned Subsidary of TATA SONS Ltd) Email : vaishali.dolas(a)crlindia.com

1 0

how to inform Admin before creating new account for new customer
by vaishali dolas 11 Feb '09

11 Feb '09

Hi all, I'm looking for a solution to how to inform Admin before creating new account for new user.and admin can able to create new account for customer. Is it possible to write a script or to do that InterfaceCustomer module? Thanks in advance. -- Best Regards, Vaishali Dolas Computational Research Laboratories Ltd., ( A Wholly owned Subsidary of TATA SONS Ltd) Email : vaishali.dolas(a)crlindia.com

1 0

Unable to install FAQ module
by Peter Dyke 10 Feb '09

10 Feb '09

2 2

Escalation on follow up?
by Varga Viktor 10 Feb '09

10 Feb '09

Hello, I want to find how to configure to escalate the ticket, when new follow up is arrive. It is hidden for the users, if the nofication mails are not checked, and they are not checked because of the working comletely int he OTRS. Has somebody any clue, how can i configure ticket escalation base on a follow up??? üdvözlettel/best regards: Varga Viktor Netlock Kft. _______________________________________________________________________ Ezt az e-mailt virus- es SPAM-szuresnek vetettuk ala a filter:mail MessageLabs rendszerrel. Tovabbi informacio: http://www.filtermax.hu This email has been scanned for viruses and SPAM by the filter:mail MessageLabs System. More information: http://www.filtermax.hu ________________________________________________________________________________________

1 0

Changing the original subject line of a ticket
by bis 10 Feb '09

10 Feb '09

Hello Is it possible to edit the original subject line for a ticket that has come into the system? Thanks a lot

1 0

SMTP configuration problem
by Riccardo Michele Filippone 10 Feb '09

10 Feb '09

Hello, I'm trying to set up SMTP feature... I open sysconfig->Framework->Core::Sendmail And I set: SendmailModule: SMTP (because I've an external smtp server) sendmailModule::CMD: /usr/sbin/sendmail -i -f (but I think it's not necessary right?) SendmailModule::Host mail.netsons.com Port: 25 AuthUser: support-system+netsons.com (it's an erro +netsons.com?) Password: mypassword others fields are blank (I don't write) When I try to send an email : Can't send to: ethernaly(a)email.it! Enable debug for more info! If I use in AuthUser: system-support (without + or @ netsons.com) this is the error: Errore: SMTP authentication failed! Enable debug for more info! So I think + netsons.com is necessary, but where is my error? Sorry for my english I hope in your help

1 0

Notification on new ticket
by Roman Haag 10 Feb '09

10 Feb '09

Hello all I successfully installed OTRS and its working nice and fast (mod- perl). I have just a small problem/question: If a customer sends in a mail and a new ticket gets created, he doesn't get a notification as expected. Is this an issue in 2.3.4 -version or do I have to config something? I found the text which should be sent, but the first mail isn't sent. Sending mail works fine (notification about closing, adding notes, etc. is received). Thanks for any help. Kind regards Roman

1 1

otrs ticket is almost unreadable because of a lot of email replies
by Patrick Schiess 10 Feb '09

10 Feb '09

hi, does anyone of you guys know, how i could deal with the problem, that a ticket gets more and more unreadable because of a lot of email communication (replies) with the customer? does otrs offer a solution to this kind of problem? i am not searching for a solution like: "deleting the whole replies of the customer anytime i write him an email through otrs". i am more searching for a solution, that deletes the whole replies excepting the last one... so that the customer, does always see his last reply. hope you understand what i mean. thanks for your help. regards, patrick.

3 3

Re: [otrs] R: Latching onto Exchange
by Bryan R. James 10 Feb '09

10 Feb '09

Yep I think I'm going to try the tertiary domain. I'll report back as soon as I get some results. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Tuesday, February 10, 2009 6:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 5, Issue 26 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: R: Latching onto Exchange (LQ Marshall) ---------------------------------------------------------------------- Message: 1 Date: Tue, 10 Feb 2009 06:22:17 -0500 From: "LQ Marshall" <qmarshall(a)inetspace.net> Subject: Re: [otrs] R: Latching onto Exchange To: "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> Message-ID: <003a01c98b71$d4d194c0$1412050a@QNAL001> Content-Type: text/plain; charset="us-ascii" Other very viable option, as posted earlier in this thread, is to run OTRS on a tertiary domain. LQ _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of CARNINO Daniele (FIAT ITEM) Sent: Tuesday, February 10, 2009 5:29 AM To: 'User questions and discussions about OTRS.' Subject: [otrs] R: Latching onto Exchange Don't waste time considering this option. Seriously. I've had the same problem this summer, and I have tried to implement Openchange protocol. I have succeeded in connecting to mailboxes and in downloading messages on a local mailbox. I've also piped the mails collected through Postmaster script onto OTRS. I did a LOT of work but the issues remains simply too much to use this solution in a production environment. So definitely go and ask to enable POP3 or IMAP on per-mailbox basis: this is the only reliable way, now. If you really need it, your mail admins should (and could) do this. Period. Ciao, d.

1 0

Customers replies integrate our own last reply
by Laurent Minost 10 Feb '09

10 Feb '09

Hi, We are facing a probably "common" but not "so easy to solve" problem while using OTRS : almost all of our customers use mail to contact us and so when we reply them with OTRS, we configured it to not add the previous mail of the customer so we are not having our own replies (articles in the OTRS naming) with also the customer mail mentionned with ">> ". Problem is that we are facing the same thing for customers replies : our own reply is mentionned classicaly at the end of the mail with ">> " and so it's "breaking" the OTRS view for long time tickets because last articles contains almost all the email ... Is there a way please to tell OTRS to insert only the last mail from customer by detecting a specific character string or other way ? Thanks for your answer, Laurent MINOST

1 0

OTRS escalation notification email
by Tamara B. Chikumbi 10 Feb '09

10 Feb '09

Hi, I'm new to otrs as well as Linux. Please help me on how to get email notification when a ticket is escalated. I have tried genericAgent, notification and preferences but to no avail. But there is something I have noticed, Unlocktickets.pl is missing in the bin directory. What could be wrong, please help. Regards

2 2

Latching onto Exchange
by Bryan R. James 10 Feb '09

10 Feb '09

I'm new to the OTRS list, but google-fu failed me so please forgive me if I missed this in my searching. I've got OTRS setup on a Ubuntu 8.10 server I'd like it to be able to pull e-mails from our Exchange server, however the admins who take care of the Exchange box can't/won't enable either IMAP or POP3. It does have the web interface enabled though. Is there anyway I can use the OWA access to get the mail similar to the way Evolution works with Exchange to pull the mail into OTRS? Bryan

6 5

Hello! My first installation, need some help for configuration!
by Riccardo Michele Filippone 10 Feb '09

10 Feb '09

Hello, this is my first 3d in this ML, first of all sorry for my terrible english. I need a TTS (trouble ticket system) with these features: - Automatic creation of ticket from email (customer send and email and otrs take it and do a ticket) - Automatic assignment of ticket based on mail-sender (if a mail come from Customer1 so assign to SupporterA if mail come from User2 assign to SupporterB etc etc) (for incoming email I use gmail (pop3) support(a)mycompany.com (provide from gmail.com) for outgoing email I use netsons.com) I did some search and I think otrs2 can do it... but I don't find any tutorial for configuration... (how to setup gmail pop3 for example, or how I can setup outgoing server mail.netsons.com, how I can do rules of email routing?) can someone give me help? I install it with apt system. Operating system: ubuntu server 8.04.2 (apache2, mysql5, phpmyadmin, lipapache2-mod-perl2-dev, libapache2-mod- php5) Thanks a lot, I hope in your help :-) and sorry again for my english.

1 0

Changing "Type" and "Priority" from an open ticket
by bis 10 Feb '09

10 Feb '09

Hello I am trying to add the dropdown menus for "Type" and "Priority" on the "AgentTicketPriority.dtl" template to the "AgentTicketZoom.dtl" template. This would mean that, instead of having to click "Amend" from an open ticket before submitting a form which then changes the type or priority, we could change the ticket or priority directly from an open ticket. I have tried copying the following code  <tr> <td colspan="2" class="contentkey">$Text{"Type"}:</td> <td class="contentvalue">$Data{"TypeStrg"}</td> </tr>  and  <tr> <td colspan="2" class="contentkey">$Text{"Priority"}:</td> <td class="contentvalue">$Data{"PriorityStrg"}</td> </tr>  to the "AgentTicketZoom.dtl" template but that doesn't seem to do the trick. Can anyone give me some directions on how to proceed? Thanks a lot Bis

1 0

Re: [otrs] Latching onto Exchange
by Sune T. Tougaard 10 Feb '09

10 Feb '09

Just a quick note, that may or may not help you convince them. The pop3/imap access can be enabled on a per mailbox basis. It need not be enabled on all mailboxes. Furthermore, it can be restricted from what hosts connections can be made. I guess you/they already know that, but still... -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bryan R. James Sent: 10. februar 2009 00:17 To: otrs(a)otrs.org Subject: Re: [otrs] Latching onto Exchange Pop3/IMAP are blocked by a perceived need for security (I don't have any control over the servers and thus it's out of my hands....) From: Andy Billington <billington.andy(a)googlemail.com> Subject: Re: [otrs] Latching onto Exchange To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <fad1ce8b0902091314l285800f1wce9e66ea81d21e91(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 As a matter of interest what's their reason for barring (normal) access to the email server? Andy On 09/02/2009, Bryan R. James <Bryan.James(a)kaplan.com> wrote: > I'm new to the OTRS list, but google-fu failed me so please forgive me > if I missed this in my searching. > > > > I've got OTRS setup on a Ubuntu 8.10 server I'd like it to be able to > pull e-mails from our Exchange server, however the admins who take > care of the Exchange box can't/won't enable either IMAP or POP3. It > does have the web interface enabled though. Is there anyway I can use > the OWA access to get the mail similar to the way Evolution works with > Exchange to pull the mail into OTRS? > > > > Bryan > > -- Sent from my mobile device

1 0

Blank page after login
by Terrill Yuhas 10 Feb '09

10 Feb '09

Hi, We've been running 2.3.3 installed via rpm. We hadn't modified the core files so I didn't expect the upgrade to 2.3.4 (also using the rpm) to cause any real issue like moving from 2.2.x to 2.3.x. Now when logging in at either the customer or agent interface, the result is a blank page. The log shows successful authentication and I can't find any errors in the log. A few months back on the list someone had a similar issue but they were going from 2.2.x to 2.3.x. They mentioned using the older AuthSession.pm file from 2.2.x. I tried that and interestingly, the customer interface started to work again but no luck with the agent side. In that thread they mentioned the root cause is something was different with the Config.pm file format and the best action is to rebuild it. I have no problem with doing that except I don't know what I'm trying to avoid when I rebuild the file. Thanks for any help!! Terrill

3 2

Re: [otrs] Latching onto Exchange
by Bryan R. James 09 Feb '09

09 Feb '09

Pop3/IMAP are blocked by a perceived need for security (I don't have any control over the servers and thus it's out of my hands....) From: Andy Billington <billington.andy(a)googlemail.com> Subject: Re: [otrs] Latching onto Exchange To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <fad1ce8b0902091314l285800f1wce9e66ea81d21e91(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 As a matter of interest what's their reason for barring (normal) access to the email server? Andy On 09/02/2009, Bryan R. James <Bryan.James(a)kaplan.com> wrote: > I'm new to the OTRS list, but google-fu failed me so please forgive me > if I missed this in my searching. > > > > I've got OTRS setup on a Ubuntu 8.10 server I'd like it to be able to > pull e-mails from our Exchange server, however the admins who take > care of the Exchange box can't/won't enable either IMAP or POP3. It > does have the web interface enabled though. Is there anyway I can use > the OWA access to get the mail similar to the way Evolution works with > Exchange to pull the mail into OTRS? > > > > Bryan > > -- Sent from my mobile device

1 0

FW: Viewing ticket in CompanyTickets
by Małgorzata Rembas 09 Feb '09

09 Feb '09

Hello I have a problem with viewing all tickets on customer site. My customer would like to see all tickets wihich are comming from his company. So I created one group "test" and added rights rw/ro to all clients from this company, including boss. This company have tree deferent queues, all of them are assign to group "test" too. But when boss are viewing CompanyTickets, he see only own tickets, not all from clients of the rest company. I created CustomerCompany, but I don't know which client ID I should use ? Maybe the boss ID ? Best regards, Małgorzata Rembas Systems Administrator TrueCom s.c, ul.10 Lutego 24, 81-364 Gdynia PolandSkype: aisogr Email: <mailto:mrembas@truecom.pl> mrembas(a)truecom.pl Mobile: 0 664 909 202

2 1

Error trying to install incident manager package
by Louis Bernava 09 Feb '09

09 Feb '09

I get the message below when trying to install the incident manager package thru the package manager update function. Other packages installed OK. My O/S is Suse Linux 10.2 with patches (one of which included a new Kernel). I am new to OTRS as well as Linux. Can someone put me on the right path? Thanks, Lou Error: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO package_r[..] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Feb 9 11:01:41 2009 Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO package_repository (name, version, vendor, filename, content_size, content_type, content, install_status, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, '213', 'text/xml', ?, 'not installed', current_timestamp, 1, current_timestamp, 1)' Traceback (8121): Module: Kernel::System::Package::RepositoryAdd (v1.85.2.3) Line: 262 Module: Kernel::System::Package::PackageInstall (v1.85.2.3) Line: 391 Module: Kernel::Modules::AdminPackageManager::Run (v1.65.2.4) Line: 823 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 ----------------------------------------------------------------------------- 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 4

Some Company users, some none company users
by LQ Marshall 09 Feb '09

09 Feb '09

I have enabled the customer company option. Does anyone know if there is a toggle so that the CustomerID/Company is not required or better that it will default to the loginID as it did prior to enabling the customer company option. LQ

1 0

new Phone and Email ticket settings
by Varga Viktor 09 Feb '09

09 Feb '09

Hello, I am using this superb software, and I have a quieston about the new phone and mail ticket. Is it possible to access some prewriten mail from the new Phone or Email ticket? (It is usefull, to send the solution at the phone time, and start a ticket with the solution.) (Maybe it is in the archive, but i didnot found it.) üdvözlettel/best regards: Varga Viktor Netlock Kft. _______________________________________________________________________ Ezt az e-mailt virus- es SPAM-szuresnek vetettuk ala a filter:mail MessageLabs rendszerrel. Tovabbi informacio: http://www.filtermax.hu This email has been scanned for viruses and SPAM by the filter:mail MessageLabs System. More information: http://www.filtermax.hu ________________________________________________________________________________________

1 0

Default priority on email tickets
by Deon van der Merwe 09 Feb '09

09 Feb '09

Hi, We changed the priority names from the default to our own values. When a email ticket is read via POP3 it is looking for a specific priority name: "3 normal". How can I make the POP3 import use another priority name? Mon Feb 9 14:26:02 2009 error OTRS-PMAccount-10 POP3: Can't process mail, see log sub system (/opt/otrs/var/spool/problem-email-09b8141d6e2f5f7593ec07c964dfe906, report it on http://bugs.otrs.org/) Mon Feb 9 14:26:02 2009 error OTRS-PMAccount-10 No PriorityID (invalid Priority Name?)! Mon Feb 9 14:26:02 2009 error OTRS-PMAccount-10 No Priority for 3 normal found! -- -Deon _____________________________________________________ TruTeq Wireless (Pty) Ltd. | Tel: +27 (0)12 667 1530 http://www.truteq.co.za | Fax: +27 (0)12 667 1531 "People often find it easier to be a result of the past than a cause of the future."

2 2

Re: [otrs] Create ticket from external app
by Tim Squires 09 Feb '09

09 Feb '09

Thanks Leonardo,Torsten and Daniel I've tried the email solution and it works.... ok. The users don't like it because the polling on the mail server can leave them (and the customer) waiting for a minute or so - company email server, nothing I can do. I think the RPC/SOAP interface looks the most optimistic. I'm just starting to create a simple API based on the RPC. Once it's done and tested here, I'll see if I can release it in case anyone else would find it useful. Thanks again, Tim > Easiest would be to create an email with the proper X-OTRS-Headers already set. Thus you can fill in whatever fields needed with whatever data you have in the interface. > > Greets > Daniel > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Tim Squires > Gesendet: Donnerstag, 5. Februar 2009 21:39 > An: otrs(a)otrs.org > Betreff: [otrs] Create ticket from external app > > Hi, > > After digging round for a few hours, I've not found a solution and was wandering if anyone here could help.... > > We have a java based web application and OTRS, both used by the call centre. Currently they have to switch from one application to the other when raising tickets and fill in all the the details again. We would like the java app to be able to create customers and tickets on OTRS. > > I've messed around with the email interface but that's not ideal because we want the call centre to be able to click a button on the java app and it take them to a ticket page on OTRS with all the fields already filled. > > The perfect solution would be an http api for a web service. > > Could someone please either point me to an api I have missed or put me out of my misery? > > Thanks for your help, > Tim > > > > _______________________________________________ > 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 > _______________________________________________ > 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 >

3 2

Auto-CC when replying?
by Roland Wolters 09 Feb '09

09 Feb '09

Hi list, I wonder if it is possible to auto-add a CC address to all e-mails in a specific queue. The reason is that we have one queue where several "agents" are responsible, and all of them would like to be informed about any traffic that comes up. Of course this could be done via the mail server (filtering by the To: address, adding a CC), but I would prefer to have the configuration within otrs. Any ideas if that is possible? Or did I simply miss the appropriate config option? Regards, Roland -- Roland Wolters Tel.: +49 (0)21 61 / 46 43-181 pgp fingerprint: D2DE 4612 9C7D 7B7A 420D 84A8 E900 29F9 C16C 2283 credativ GmbH, HRB Mönchengladbach 12080 Hohenzollernstr. 133, 41061 Mönchengladbach Geschäftsführung: Dr. Michael Meskes, Jörg Folz

1 0

problem in dtl tags parsing
by vaishali dolas 09 Feb '09

09 Feb '09

Hi, I'm trying to use $Text{} tag in sample example but its not able to parse the that tag. Is their any API or module is required to parse dtl tag? -- Best Regards, Vaishali Dolas Computational Research Laboratories Ltd., ( A Wholly owned Subsidary of TATA SONS Ltd) Email : vaishali.dolas(a)crlindia.com

1 0

ptoblem in dtl files
by vaishali dolas 09 Feb '09

09 Feb '09

Hi, I'm trying to use $Text{} tag in sample example but its not able to parse the that tag? -- Best Regards, Vaishali Dolas Computational Research Laboratories Ltd., ( A Wholly owned Subsidary of TATA SONS Ltd) Email : vaishali.dolas(a)crlindia.com

1 0

Problem sending emails from calendar plug-in
by Glaab, Achim 09 Feb '09

09 Feb '09

Hi I have a problem with the calendar plug-in in otrs. We are using an exchange 2007server for emails Every time a event is trying to send an email I am getting this error: Sent with Microsoft Exchange Server 2007 xxx.xxx(a)xxx.com<mailto:xxx.xxx@xxx.com> #554 5.6.0 STOREDRV.Deliver; Corrupt message content ## Received: from xxxxxxx (x.x.x.x) by xxxxxx (x.x.x.xxx) with Microsoft SMTP Server id 8.1.291.1; Fri, 6 Feb 2009 11:16:12 +0100 MIME-Version: 1.0 Subject: [Event/New] xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (2.3.3) Date: Fri, 6 Feb 2009 11:16:12 +0100 Message-ID: <1233915372.574227.395339021@xxxxxxxxxxxxxxxxxxxx> Reply-To: <otrs@xxxxxxxxxxxxxx> To: <katti.xxxxxx@xxxxxxxxxxxxx> From: OTRS Notification Master <otrs@xxxxxxxxxxxxxxx> Content-Type: multipart/mixed; boundary="----------=_1233915372-29096-3" Return-Path: otrs@xxxxxxxxxx achim

1 0

Upgrading from 2.1.4 to latest - CentOS 64-bit
by Shawn 06 Feb '09

06 Feb '09

Hi, I am having some minor difficulty locating an appropriate upgrade guide to step up from OTRS 2.1.4 to the latest version. I'm worried I need to do individual patches, instead of compiling the latest source on top of the existing installation (although with backups and diff tests, I suspect this could be accomplished) - does anyone have input on upgrades like this? The 2.1.4 package was my first install a few months ago, and it's finally off the ground, however, I can't perform some advanced functions until we officially upgrade - according to the OTRS bug team. The following is some version info: Linux version 2.6.18-92.1.10.el5 (mockbuild(a)builder10.centos.org) (gcc version 4.1.2 20071124 (Red Hat 4.1.2-42)) #1 SMP Tue Aug 5 07:42:41 EDT 2008 OTRS Version: 2.1.4 Perl Version: v5.8.8 built for x86_64-linux-thread-multi Thanks, - Shawn Q.

2 2

Error Logs for OTRS ( Web server error logs )
by Nadeem Ahmad 06 Feb '09

06 Feb '09

Hi We are getting below error messages in our Web server error log messages and can any one help what is this means. How can I fix them? Thank you so much. ---------------------------------------------------------------------------- --------------------------------------------- [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Message: Can't write '/opt/otrs/var/tmp/Cache//TicketEscalation/8097ad4c7c9f480e6ca5d3ead37cbf1d' : Permission denied, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Traceback (4780): , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: Kernel::System::Main::FileWrite (v1.27) Line: 424, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: Kernel::System::Cache::File::Set (v1.17) Line: 94, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: Kernel::System::Cache::Set (v1.11) Line: 117, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: Kernel::Output::HTML::NotificationAgentTicketEscalation::Run (v1.27.2.1) Line: 184, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: Kernel::Output::HTML::Layout::NavigationBar (v1.110) Line: 3068, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: Kernel::Modules::AgentTicketQueue::Run (v1.54) Line: 110, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Feb 4 16:35:07 2009, referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] Message: Can't write '/opt/otrs/var/tmp/Cache//TicketEscalation/8097ad4c7c9f480e6ca5d3ead37cbf1d' : Permission denied, referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] Traceback (4922): , referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] Module: Kernel::System::Main::FileWrite (v1.27) Line: 424, referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f ---------------------------------------------------------------------------- ---------------------------------------------------------------------------- ---------------------------------- Nadeem Ahmad Associate Network Administrator Network Operations Centre I2c Incorporated ------------------------------------------------------------ Web site: http://www.i2cinc.com Office-USA: (650) 593 5400 ext 4097 24x7 NOC: (650) 593 5400 Option 3/Option 3 Office-Pakistan: (042) 111.000.911 ext 163/164 Email: anadeem(a)i2cinc.com Timings: Mon - Fri 08:00 PM - 06:00 AM PST

2 1

Create ticket from external app
by Tim Squires 06 Feb '09

06 Feb '09

Hi, After digging round for a few hours, I've not found a solution and was wandering if anyone here could help.... We have a java based web application and OTRS, both used by the call centre. Currently they have to switch from one application to the other when raising tickets and fill in all the the details again. We would like the java app to be able to create customers and tickets on OTRS. I've messed around with the email interface but that's not ideal because we want the call centre to be able to click a button on the java app and it take them to a ticket page on OTRS with all the fields already filled. The perfect solution would be an http api for a web service. Could someone please either point me to an api I have missed or put me out of my misery? Thanks for your help, Tim

4 3

configuration
by Bharat Malik 06 Feb '09

06 Feb '09

Hi, I am using external database sql server for customer_user table. I have added one extra field(employee_id) in this table and also in the ticket table in my sql. Now at time of ticket creation I want to send employee_id data in the new created employee_id field in ticket table. Other two fields (customer_id and cutomer_user_id) data are automatically comes from sqlserver's customer_user table to mysql's ticket table. Please suggest me the way to send the data of employee_id field between these two tables. Thanks Bharat

1 0

Hiding Raw Queue
by Lakshan Fernando. 06 Feb '09

06 Feb '09

Hi OTRS, There are some queues as default (Junk, Postmaster...), all of theme are useful, but I would like to hide from the user agent and customers interface, keeping only the work queues (SYSENG, SYSMGMT,etc). please can some one reply on this ASAP, explain me in steps Thanks you Lakshan

3 2

Chnging NumberingGenerator
by Piotr Modlinger 05 Feb '09

05 Feb '09

Hi, could you tell me step by step how to change my ticket NumberingGenerator from DateChecksum to AutoIncrement (in which files do I need to make changes and do I have to restart my webserver). Thanks, Peter

3 4

R: R: Hiding Raw Queue
by CARNINO Daniele (FIAT ITEM) 05 Feb '09

05 Feb '09

Ok, but you could always stop a user from seeing a queue, even if it's valid, by using the permissions. For instance, you may: - create a SYSENG group for SYSENG queue - create a SYSENG group for SYSMGMT queue - create a role SYSENG_USERS - create a role SYSMGMT_USERS - give rw on SYSENG and ro, move_into, create on SYSMGMT to SYSENG_USERS - give rw on SYSMGMT and ro, move_into, create on SYSENG to SYSMGMT_USERS - see the groups the default queues belongs to and DON'T give this roles any permission on them; Here you go. Ciao, d. -----Messaggio originale----- Da: Lakshan Fernando. [mailto:lakshan2000@yahoo.com] Inviato: giovedì 5 febbraio 2009 9.16 A: CARNINO Daniele (FIAT ITEM) Oggetto: Re: R: [otrs] Hiding Raw Queue Hi thanks for the reply, ya that is very simple but as this is the default queue i don't want to make it invalid i want to stop displaying this on top queues menu lakshan --- On Thu, 2/5/09, CARNINO Daniele (FIAT ITEM) <daniele.carnino(a)fiatgroup.com> wrote: > From: CARNINO Daniele (FIAT ITEM) <daniele.carnino(a)fiatgroup.com> > Subject: R: [otrs] Hiding Raw Queue > To: "'lakshan2000(a)yahoo.com'" <lakshan2000(a)yahoo.com>, "'User > questions and discussions about OTRS.'" <otrs(a)otrs.org> > Date: Thursday, February 5, 2009, 2:10 PM Simply mark this queues as > invalid... > > -----Messaggio originale----- > Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di > Lakshan Fernando. > Inviato: giovedì 5 febbraio 2009 3.53 > A: otrs(a)otrs.org > Oggetto: [otrs] Hiding Raw Queue > > Hi OTRS, > > There are some queues as default (Junk, Postmaster...), all of theme > are useful, but I would like to hide from the user agent and customers > interface, keeping only the work queues (SYSENG, SYSMGMT,etc). > > please can some one reply on this ASAP, explain me in steps > > > Thanks you > Lakshan > > > > _______________________________________________ > 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

1 1

OTRS Manager App
by James, Michael 05 Feb '09

05 Feb '09

Hello, A general question, has anyone used the OTRS Manager tool from tokaware? If so, are there any issues to be aware of prior to use? Thanks in advance Mike Mike James Netzbetrieb - Broadband Unitymedia Group Michael Schumacher-Str. 1 50170 Kerpen Tel. +49 (0) 2273 - 605 - 7168 Fax. +49 (0) 2273 - 605 - 7121 PC Fax. +49 (0) 2273 - 5947 - 2668 Mobil. +49 (0) 175 727 1034 e-mail michael.james(a)unitymedia.de <mailto:michael.james@unitymedia.de> www.unitymedia.de Unitymedia NRW GmbH Handelsregister: Amtsgericht Köln HRB 55984 Geschäftsführer: Parm Sandhu, Dr. Herbert Leifker, Christopher Winfrey

4 8

How to upgrade from 2.3.3 to 2.3.4
by Ken Tang 05 Feb '09

05 Feb '09

This is a very basic question, and I don't see any documentation when upgrading minor versions, but how do you upgrade OTRS 2.3.3 to 2.3.4? I only see upgrade documentation for 2.2 to 2.3 in the source file. I'm assuming I back up my current config.pm file and overwrite all files from 2.3.3 with 2.3.4?

2 1

Re: [otrs] Change the time of fetch
by Sune T. Tougaard 05 Feb '09

05 Feb '09

As far as i recall, the OTRS Windows installer also installs cronw, that can schedule tasks in windows in a cron like way. You can change the schedule in the crontab.txt file in the install directory. You can also install and configure it manually: Download from here: http://sourceforge.net/project/showfiles.php?group_id=87160&package_id=10673 6 <http://sourceforge.net/project/showfiles.php?group_id=87160&package_id=1067 36> I've used the following procedure on a win2k3 server with ActivePerl 5.8 installed: Extract to C:\Apps\CRONw Edit "C:\Apps\CRONw\installer.pl": Change the line: my $command = $PPM.' install -noforce -follow modules\\' . $module . '.ppd'; To: my $command = $PPM.' install modules\\' . $module . '.ppd'; Save and close the file. Open a command prompt and "cd" to "C:\Apps\Cronw" Issue the following commands from the command prompt: "perl installer.pl" "ppm install Text::Glob" "perl cronHelper.pl --install" "net start cron" Of course, the OTRS tasks has to be added manually to the crontab.txt if installing it manually. I have however, later had problems running the postmasterpop3 script from cronw, so i'm just running that as a regular scheduled task. Remaining otrs tasks still uses cronw. -- /Sune

1 0

new ticket not generating email notfication
by Aaron Rabinowitz 04 Feb '09

04 Feb '09

I'm currently setting up an OTRS implementation. When creating a new ticket as a customer I was hoping it would send me an email on outlook, but it appears it will only show as a notification if I log into OTRS. Is there a way to have an email sent to me if a new ticket has been created?

4 4

Ticket created in 'compose email' not showing in Queue View
by Caspar Kennerdale 04 Feb '09

04 Feb '09

Hi Whenever I create a ticket in compose email (Action=AgentTicketEmail) The ticket gets sent to the recipient and if I search for the ticket number I can retrieve the ticket and it says it it is the queue that I expect to to be in, however within queue view (Action=AgentTicketQueue&QueueID=59) the ticket does not show. Is there an obvious reason for this? Caspar ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

1 0

Adding queues and seeing them
by Stephen Hawkins 04 Feb '09

04 Feb '09

OTRS, I have created a new queue. If I click on queues in the Admin area I see it. However if I click on users and bring up myself, it is not in the list of queues to add. What am I missing? Steve -- Steve Hawkins Technical Support Engineer -- Palisade Systems, Inc 2625 N. Loop Drive, Suite 2120 - Ames IA, 50010 USA Email: support(a)palisadesys.com - Web: http://www.palisadesys.com/ Phone: 1(888) 325-6500 --

2 2

Res: Re: Change the time of fetch
by Camilo Vieira 04 Feb '09

04 Feb '09

You can use the at or tasklist command. Bye. ________________________________ De: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> Para: User questions and discussions about OTRS. <otrs(a)otrs.org> Enviada em: Wed Feb 04 13:57:21 2009 Assunto: Re: [otrs] Change the time of fetch Hi On a unix system that would be in the crontab that fires the postmaster script. Under Windows I have no idea, perhaps a service, or scheduled command? Kind regards, Frans Stekelenburg NetDialog Service Center +31 30 789 3636 www.netdialog.eu <http://www.netdialog.eu/> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Caspar Kennerdale Sent: woensdag 4 februari 2009 15:04 To: otrs(a)otrs.org Subject: [otrs] Change the time of fetch Hello Currently OTRS fetches mail every 10 minutes (according to the syslog) How can I change this to a shorter trime period ? Thanks Caspar ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

2 2

Select All function
by Caspar Kennerdale 04 Feb '09

04 Feb '09

In the queue view you chack use the check box to select multiple tickets for which you can do a bulk action. Is there a way of selecting all? Thank you ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

2 2

Change the time of fetch
by Caspar Kennerdale 04 Feb '09

04 Feb '09

Hello Currently OTRS fetches mail every 10 minutes (according to the syslog) How can I change this to a shorter trime period ? Thanks Caspar ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

2 1

One ticket with multiple categories
by Boyan Tabakov 04 Feb '09

04 Feb '09

Hello, I am setting up a new installation of OTRS 2.3.3 and am stuck with the following: Is it possible to assign several categories to a single ticket? For example I'd like to have categories mail, vhost and dns. Now if I create a free text field named category and enter these as values, I get to chose only one. An idea might be to create several free text field, e.g. category1, category2, category3 and all these to have the same set of possible values. But this seems to me as a "workaround" and not a nice solution. Besides when searching for tickets, you have to match the value with the category number. That is, if a ticket is: cat1 - mail cat2 - vhost cat3 - dns and you'd like to see all tickets that has vhost as any of the categories, that is not possible with the search form (or at least I couldn't get it working). So I ask, is there an existing feature or configuration option that allows a single ticket to be filed under several categories? Thanks! -- Blade hails you... Farewell - no words to say Beside the cross on your grave And those forever burning candles --Nightwish

3 4

More than one reponsible
by Operacion Control 04 Feb '09

04 Feb '09

Hello, Some tickets must be solved with several user agents, so, can be assigned several user Responsible at same time to everyone give its answer? Thanks in advance. Carlos, México

2 1

more ticket states
by Operacion Control 04 Feb '09

04 Feb '09

Hello again, Is there a way to define any other states, like "Standby" or "Cancelled"? Thanks in advance Carlos México

1 0

math operations using Free Text fields
by Operacion Control 04 Feb '09

04 Feb '09

Hello, Is there any way to use Free Text (Ticket/Article) to math operations, something as add its value to get a total (perhaps to manage a budget)? Thanks in advance Carlos México

1 0

Several user agents
by Operacion Control 04 Feb '09

04 Feb '09

Hello, Some tickets must be solved with several user agents everyone of theme at its time. The workflow are well know, so, Is there a way to define the user agents will participate solving the ticket and the workflow? Is there a way to automaticaly assign the next user agent based on the workflow? Thanks in advance Carlos,

1 0

Upgrade steps from 2.3.2 to 2.3.4?
by Mik Rose 04 Feb '09

04 Feb '09

Hi there, I see that there are upgrade instructions fro 2.2* to 2.3* but what about 2.3.2 to 2.3.4 Are there any special considerations. I would assume that it wouldn't be a simple as dragging the new folder in there since I would loose config settings and the likes. Mik

5 5

Internal links in FAQ articles
by Laurent Minost 04 Feb '09

04 Feb '09

Hi, Using FAQ module 1.5.4 here on OTRS 2.3.4 and wondering how to simply manage internal links to others FAQ articles ? Is there a way to integrate a link so this one will be usable for agents AND customers ? The best would be a relative link with the same query parameters for Agent or Customers and a common script ... because at the moment we need to provide a link different for customers access than the one used for agents when writing articles ... Thanks by advance for your answers. Laurent MINOST

2 2

Usable notificaytion options
by Frans Stekelenburg 04 Feb '09

04 Feb '09

Hi- one for the FAQ (or a pointer to the FAQ# if I overlooked it): Someone in the passed asked 'what tokens/options can I use in a message body' to which someone else replied 'they are all mentioned under options below'. True... but not all options mentioned seem valid or some are missing. OTRS code needs update? And more specific, how can I determine what options are valid for the the *'s? Where can I find this? Or instance, mentioned under Notifications is: <OTRS_RESPONSIBLE_*> Ticket responsible options (e. g. <OTRS_RESPONSIBLE_UserFirstname>). What else besides UserFirstname can be used, and where to find these attributes? greetings, Frans

2 2

Bulk emptying of a queue
by Stephen Hawkins 03 Feb '09

03 Feb '09

otrs, I an new to otrs having inherited it. I have a queue that has nearly 2000 items in it. Without individually marking each one as "selected for Bulk", is there anyway to easily close, or delete them all. Thanks, Steve -- Steve Hawkins Technical Support Engineer -- Palisade Systems, Inc 2625 N. Loop Drive, Suite 2120 - Ames IA, 50010 USA Email: support(a)palisadesys.com - Web: http://www.palisadesys.com/ Phone: 1(888) 325-6500 --

2 1

Unable to install FAQ module
by Peter Dyke 03 Feb '09

03 Feb '09

1 0

Agents not receiving 'webrequest-tickets'
by Bob Huisman 03 Feb '09

03 Feb '09

Hello, We've recently configured our existing otrs installation to allow our clients to log in and open/close tickets (from the customer.pl page). However, when such a ticket is opened, an agent does not receive a notification. This is what we've done: - create a new group, let's call it 'customer group' - create a new queue named 'customer tickets', with said group - create a new role, 'customers' - set the 'customers' role to have 'rw' access to the 'customer group' When a customer user logs into the web interface, the group now shows up and a new ticket can be created. If a ticket is opened or closed, the customer user will receive a notification. An agent with access to that queue, can see the ticket in the agent web interface, but does not receive new ticket notifications (the queue is also in 'My Queues'). Agents do receive new ticket notifications if a ticket was picked up from a mailbox by PostmasterPOP3.pl. What can we do to solve this issue? We are using OTRS version 2.1.6 (upgrading is an option, but I'd much rather stick to this version for now - planning issue). Thanks very much in advance. Kind regards, Bob Huisman FilterWorks B.V.

1 1

Free text fields: show contents instead of keys in AgentTicketZoom.dtl...
by Alexander Sulzer 03 Feb '09

03 Feb '09

Hello OTRS list I'd like to readdress http://osdir.com/ml/otrs.devel/2007-06/msg00011.html. In view "AgentTicketZoom" which is based on template file "AgentTicketZoom.dtl" when displaying free text fields what is displayed are the keys and not the contents. This is the case for free text field names as well as for free text field values. Is this intentional and if yes, what is the reasoning behind this setting? For the sake of usability I need to display contents instead of keys. A workaround would consist of setting the keys to the identical string values as their corresponding contents, but that would undermine in general the key-content-philosophy. I need separate key and content values due to the conceptual integration of OTRS within our system environment. Displaying contents instead of keys does not seem to be problematic in views Action=AdminSysConfig (AdminSysConfig.dtl) and Action=AgentTicketFreeText (AgentTicketFreeText.dtl) as well as in view Action=AgentTicketSearch (AgentTicketSearch.dtl). That's why I tried to use that syntax for displaying contents in AgentTicketZoom.dtl. However that doesn't work, which is probably due to functional setup differences between those .dtls. So my question is: where do I find instructions about displaying any data element in any location within any .dtl? Is it necessary to include certain classes for specific purposes in certain .dtls? What is also interesting is the fact that the content values for free text fields are not stored in the DB but in a file called /Kernel/Config/Files/ZZZAuto.pm. What is the reason for that setup? Thanks in advance for your explanations! Regards Lex

1 0

Pictures in public FAQ
by Markus Nagel 02 Feb '09

02 Feb '09

Hello list, I am very pleased to see that the wysiwyg-editor in FAQ-Module 1.5.4 also deals with pictures and even picture uploads. This works very well in AgentFrontend. But when I change to customer or public frontend, the pictures are not visible and there neither is a placeholder for them. They are simply not there. Returning to AgentFrontend, thea are still there. Is it a matter of configuration or user rights? I'm using otrs 2.3.3 with ITSM 1.2.2 Thanks in advance Markus Nagel

3 5

fresh install: Permission denied problem
by Josef Tröndle 02 Feb '09

02 Feb '09

Hi all, i just installed OTRS 2.3.4 (from the sources on Gentoo Linux) but my installation suffers some permission denied problems: Can't write cache file /opt/otrs/var/tmp/SysConfig-Cache_Kernel_Config_Files_Ticket.xml-f8689fe4f54650acc42b34d49678f10a.pm: Permission denied, Can't write cache file /opt/otrs/var/tmp/SysConfig- Cache_Kernel_Config_Files_Support.xml-5aa644823bdb01b11c6d198f84ca9f91.pm: [...] Permission denied, Can't create directory '/opt/otrs/var/tmp/Cache//TicketEscalation': Permission denied, Can't create directory '/opt/otrs/var/tmp/Cache//TicketEscalation': Permission denied, Can't create directory '/opt/otrs/var/tmp/Cache//TicketEscalation': [...] I tried 'SetPermissions.sh /opt/otrs otrs apache' and 'SetPermissions.sh /opt/otrs otrs apache otrs apache' but that doesn't fix the problem. Any thoughts? Thanks a lot, Josef.

1 0

Sending Same Email to Multiple Users: API?
by Peter Beckman 02 Feb '09

02 Feb '09

I need to send about 20 people the same email, and have OTRS open 20 tickets associated with the correct CustomerID as my database. I can pass OTRS the CustomerID and email address as well as Name without issue. I'm pretty certain that the Email-Ticket web interface will only send one message to one customer, or one message to multiple BCC customers, but will only open one ticket. I read the API, and after more perusal, it looks like what I need is Ticket::Article::ArticleSend(). I'll just whip up a perl script and test away. So this email is now less of a question and more suggestion and confirmation of what I think is correct. I will admit that it would be useful to have some pointers in the Developer docs for the API on what to use for the most basic of things, or even have a few examples. Suggestions: 1. In TicketCreate(), in the synopsis, maybe suggest "to send an email, use Kernel::System::Ticket::Article::ArticleSend()" and link it to that page. Suggest some other common tasks in OTRS that can be accessed easily via the API. 2. In Kernel::System::Email, in the synopsis, suggest what that API call is used for, and "If you want to send an email (also called an Article in OTRS) to be included in a new or existing Ticket, see ArticleSend()." That's the second place I looked to do this. I'm going to create a little command-line script that will take you through the steps of creating an email that will be send to multiple customers. I'll post it here. Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

1 0

hideing Raw queue
by Lakshan Fernando. 02 Feb '09

02 Feb '09

Hi, I want to hide the Raw (default queue) from the agents and admin interface, how can i get this done please kindly explain me by steps Thanks you Lakshan

1 0

Adding a free text field to ticket
by Greg Pennell - HSA Global 02 Feb '09

02 Feb '09

Is it possible to add a free text field to a ticket which is visible in the ticket details box in the top right of the window (alongside Type, State, Queue etc) and able to be included in the search result. I'd like to use this to keep a record of the development team's work item number for easy reference. Regards Greg Pennell

1 0

Inactive queues visibility
by Yasir M. Arsanukaev 02 Feb '09

02 Feb '09

Can I make invalid queues (marked grey) invisible within the application? -- Yasir M. Arsanukaev - IT dept JSC "Amurmetal", Russian Federation phone +7 (4217) 529-576

1 0

How to setup customer users, customer groups and the permissions properly?
by Jie(Jack) Zhu 01 Feb '09

01 Feb '09

Hi Guys, Here is the scenario, 1. A customer company has two bosses, Bob(CEO) and Joe(CFO). 2. They have two major departments, Accounting and Sales. There are about 10 employees in each department. 3. Joe is responsible for the Accounting department. And May is the head of Sales department. Requirement, 1. The customer company wants to have 3 groups of tickets, tickets of Accounting (Group A), tickets of Sales (Group B) and tickets of general requests (Group C). 2. Bob and Joe can see all company's tickets. 3. Customer users can only see their own tickets and general tickets. 4. May is able to see all the tickets from Sales department and General tickets. Any idea on how to setup this? Thanks! Jack

1 0

CustomerTicketSearch not registered in Kernel/Config.pm
by Wes Plate 30 Jan '09

30 Jan '09

I periodically get these error messages in our system log... Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm! ...according to the apache2 access_log this error occurs when someone tries to access this URL... /otrs/public.pl?Action=CustomerTicketSearch&Subaction=OpenSearchDescription Indeed, I can reproduce the error with this URL. But how does this URL get created? I can't figure out how I could start from our public FAQ page to make the error occur. Anyone know? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 1

(non) customer-users e-mail
by Frans Stekelenburg 30 Jan '09

30 Jan '09

Hi, What options are there available to handle request by e-mail different for customers that are known users to OTRS and ones that are not? Like, can non users be denied with a special reply? The mail sent/forwarded to a manual agent? A different queue? Anyone implemented automatic customer user creator on non-existense? Kind regards, Frans Stekelenburg NetDialog Service Center NetDialog - nsc(a)netdialog.eu - +31 30 789 3636 - www.netdialog.eu <http://www.netdialog.eu/>

1 0

insert company logo in reply form
by sol sol 30 Jan '09

30 Jan '09

is this possible? I would like to make a template for fast replying on questions by mail but in the bottom under the otrs agent name there needs to be a company logo inserted when sending an answer. can someone explain how to do this? thanks!

4 11

Re: [otrs] CC auto-fill Issue
by Jeffrey Friedman 30 Jan '09

30 Jan '09

Does anyone have thoughts on correcting this? From: Jeffrey Friedman Sent: Wednesday, January 28, 2009 11:16 PM To: 'User questions and discussions about OTRS.' Subject: CC auto-fill Issue I am running OTRS 2.3.4 (and overall loving it). When I respond to emails sent to a specific pop3 mailbox (support(a)mycompany.net) the mailbox is automatically populated in the CC field. Naturally, this generates a lot of false "follow up" notifications. Other POP3 accounts work fine. I've tried deleting the account from the list of PostMaster accounts and recreating it but that didn't help. I've even tried forwarding all mail bound for support(a)mycompany.net to another account and adding that account to OTRS, but as long as OTRS sees that email address in the "From" line, it CCs it. Is this a bug or did I inadvertently change a setting in SysConfig? If it's a bug, is it possible I could just edit this out of a script somewhere? Thanks in advance for your advice CONFIDENTIALITY NOTICE: This e-mail and any attachments are for the exclusive and confidential use of the intended recipient and contain confidential and proprietary information. If you are not the intended recipient, be aware that any reading, distribution, disclosure, copying, printing or taking action in reliance upon this e-mail is prohibited. If you have received this in error, please notify us immediately by replying to this e-mail and promptly delete this e-mail and its attachments from your computer system. We do not waive attorney-client or work product privilege by the transmission of this message.

1 0

Edit customer user
by Bharat Malik 30 Jan '09

30 Jan '09

Hi, I want to add some additional fields on the form where we edit customer user. I want to add a field employee id. How can I do that ? Please help me.. Best Regards Bharat

1 0

VAriables help
by Andrés Rothkegel 30 Jan '09

30 Jan '09

Does anyone know how we can show the group that a agent are member in other interface besides the group<->agent, like when the agent login show that he is a admin member and user member, or group id. Any of this two options is valid for me. Thanks Atte. Andrés Rothkegel Nuñez Área Soporte TInet Soluciones Informáticas www.tinet.cl <http://www.tinet.cl/> <mailto:andres.rothkegel@tinet.cl> andres.rothkegel(a)tinet.cl 032-2 99 8042 09-919 536 55

1 0

Mutiple customers.pl
by vishal sanghi 30 Jan '09

30 Jan '09

Hi Can anyone tell if we can have different customer.pl pages for different customers with different customers logs. Thanks in advance. Thanks Vishal Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

1 0

design issue regarding queues / groups and customers
by Mikael Kermorgant 30 Jan '09

30 Jan '09

Hello, I have some difficulties to design things the right way when it comes to access policies. I have a basic situation whith two groups of agents (IT and Administration), each has its queue with a "Spam" subqueue. There's a group IT, and a group Administration in order to set the permissions. Now, I want customers to be able to create new tickets from customer.pl, only in queues IT and Administration, so I've set things up so customers belong to both groups : $Self->{CustomerGroupAlwaysGroups} = ['Clients', 'IT', 'Administration']; How should I disable the "Spam" subqueues from the dropdown list when creating a new ticket ? Regards, -- Mikael Kermorgant

1 1

SOAP Support
by Cees-Jan Kiewiet 30 Jan '09

30 Jan '09

Hi, After looking into the manual and googling a bit I couldn't find anything useful on a SOAP interface for OTRS. We want to extract a list of tickets per costumer integrated in another system. Is there a way to extract that data from OTRS without having to write a user simulating client? Cees-Jan

2 2

Update OTRS from 2.3.3 to 2.3.4
by Stefano Milziadi 30 Jan '09

30 Jan '09

Hi! How can I update OTRS from 2.3.3 to 2.3.4? Thanks, -- Stefano Milziadi pepozzo(a)gmail.com

1 0

Group variable
by Andrés Rothkegel 30 Jan '09

30 Jan '09

How can i know the group id of an agent thats loged in the OTRS agent interface, I tried to find out searching in the code, but only see $env variables like userfirstname. What i need is all ids of group that the agent is a member of. Thanks Atte. Andrés Rothkegel Nuñez Área Soporte TInet Soluciones Informáticas www.tinet.cl <http://www.tinet.cl/> <mailto:andres.rothkegel@tinet.cl> andres.rothkegel(a)tinet.cl 032-2 99 8042 09-919 536 55

1 0

where (else) to download otrs vmware esx appliance
by JJB 29 Jan '09

29 Jan '09

The ftp server at y-ict.nl won't let me log in with the username & password their system sent me. Is there another place with the most recent OTRS vmware appliance for esx server? - Joel

1 0

closed ticket notification
by Jeff MacDonald 29 Jan '09

29 Jan '09

Hello, I found a setting in SysConfig that can make a list of agents to notify when a ticket is closed by clicking close. However, I'd also like to be notified when a ticket is closed via an email reply with the next state being "closed successful" Ideally, i'd like one person in my organization to be notified about every single ticket that gets closed. Is there a way to do this? Jeff.

1 0

OTRS Multiple CustomerIDs drop down menu patch updated for OTRS v2.3.4
by Laurent Minost 29 Jan '09

29 Jan '09

Hi, For people which may be interested, I've just updated this patch (initially created for OTRS v2.2.2) on the OTRS Bugzilla, this is number #2236. Here is the link below : http://bugs.otrs.org/show_bug.cgi?id=2236 This will allow you to have user-friendly selectables drop down menus rather than textboxes under Customer Users management panel when you manage more than one CustomerCompany for a user. Don't hesitate to drop me a msg for any informations needed. BR, Laurent MINOST

1 0

Re: [otrs] Changing the name of a field
by Tim Squires 29 Jan '09

29 Jan '09

Wow! Thanks Michiel, your help is right on the mark and the demo code is great. Thanks again, Tim > Hi Tim, > > what you can do is create a custom translation file containing just the fields you would like to translate. This way your customizations would be in > a separate file so it wil also work well with upgrades. > > The Developers manual has a little info on that: > http://doc.otrs.org/developer/2.3/en/html/c725.html#lt-how-it-works > > Using the Developers manual I created a little demo file called > en_Custom.pm > - it is attached. You can store it in Kernel/Languages and restart the server, it should work seamlessly. > > Kind regards, > -- > Michiel Beijen > Software Consultant > +31 6 - 457 42 418 > Bee Free IT + http://beefreeit.nl > > > On Tue, Jan 27, 2009 at 14:54, Tim Squires <otrs(a)crystalmark.co.uk> wrote: > >> Hi all, >> >> I'm trying to rename a field on the customer. To start with it's just the >> Customer Id, is there any way of renaming this field without creating a new template? >> >> It's just a cosmetic change, just on the html that our call centre sees. I've tried various things but always seem to break the whole app. >> >> I used to do a lot of Perl but am very rusty now. >> >> Thanks for any advise you can give me. >> >> Tim >> >> _______________________________________________ >> 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 >> > _______________________________________________ > 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

1 0

ticket visibility for customers (mail / uid configuration)
by Mikael Kermorgant 29 Jan '09

29 Jan '09

Hello, I've setup the customer backend of our otrs 2.2.4 to be in ldap. Now I face a problem to get a coherent view from the user point of view, because John Doe's mail tickets are associated to "john.doe(a)example.com" but when he logs into the web interface, he's authenticated as "jdoe". I've now configured otrs as is : $Self->{CustomerUser} = { ... CustomerKey => 'uid', CustomerID => 'mail', ... Map => [ # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserLogin', 'Username', 'mail', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], ], }; } By associating "UserLogin" to "mail", John Doe can now see the list of his mail-orginated tickets from the web interface, which is better than having "UserLogin" associated to "uid". The bas thing about that is that : 1) I've had to modify a sql statement in Ticket.pm (line 3389 : id) IN (0"; 2) John Doe can't see the details of his tickets. Logs say : Permission denied because module (Kernel::System::Ticket::CustomerPermission::CustomerIDCheck) is required (UserID: john.doe(a)example.com 'ro' on TicketID: 17621)! I guess jdoe could have access but sad thing is that jdoe wouldn't have ticket 17621 on his "MyTicket" list. Would anyone have a solution for me ? Regards, -- Mikael Kermorgant

1 2

theme
by sol sol 29 Jan '09

29 Jan '09

hi can someone tell me how i do remove atheme? adding was easy following this link http://doc.otrs.org/2.3/en/html/c1850.html , but it does not say how to remove

2 2

RegExp when filtering incoming messages
by Nicolas.SEIGNEURIN＠CEA.FR 29 Jan '09

29 Jan '09

Hi, >From http://doc.otrs.org/2.3/en/html/x1053.html , I understand one can use regexps to match incoming headers but I don't quite understand the line explaining how to use matched blocks : " If you use RegExp, you also can use the matched value in() as [***] in 'Set' " Being used to Perl regexps, I was expecting to use $1, $2, .. $n to catch matched blocks: what's the correct OTRS config to do something like Match : Header 1 : From : (.*)(a)example.com Set : Header 1 : X-OTRS-Queue : $1 meaning if I get an email from foo(a)example.com, move it to queue "foo". Any other examples of using a matched block in Set appreciated. Thanks in advance. Nicolas SEIGNEURIN mailto:nicolas.seigneurin@cea.fr <mailto:nicolas.seigneurin@cea.fr>

1 0

CC auto-fill Issue
by Jeffrey Friedman 29 Jan '09

29 Jan '09

I am running OTRS 2.3.4 (and overall loving it). When I respond to emails sent to a specific pop3 mailbox (support(a)mycompany.net) the mailbox is automatically populated in the CC field. Naturally, this generates a lot of false "follow up" notifications. Other POP3 accounts work fine. I've tried deleting the account from the list of PostMaster accounts and recreating it but that didn't help. I've even tried forwarding all mail bound for support(a)mycompany.net to another account and adding that account to OTRS, but as long as OTRS sees that email address in the "From" line, it CCs it. Is this a bug or did I inadvertently change a setting in SysConfig? If it's a bug, is it possible I could just edit this out of a script somewhere? Thanks in advance for your advice CONFIDENTIALITY NOTICE: This e-mail and any attachments are for the exclusive and confidential use of the intended recipient and contain confidential and proprietary information. If you are not the intended recipient, be aware that any reading, distribution, disclosure, copying, printing or taking action in reliance upon this e-mail is prohibited. If you have received this in error, please notify us immediately by replying to this e-mail and promptly delete this e-mail and its attachments from your computer system. We do not waive attorney-client or work product privilege by the transmission of this message.

1 0