- otrs - OTRS mailing lists

supplier / partner case number
by Frans Stekelenburg 28 Jan '09

28 Jan '09

Hi, I would like to add a field where the ticket/case number of the other party (customer/partner/supplier), and it would be superb if the postmaster mail could subtract it automatically (probably requires heavy coding). The case reference field I assume could be added through SysConfig as FreeText. Been struggling with this, how to go about and add an additional field (that could be entered/modified)? Perhaps anybody is using a similar field? gr, Frans

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Freetextfelder: Text anstatt Keys anzeigen?
by Alexander Sulzer 28 Jan '09

28 Jan '09

Hallo OTRS Liste Ich möchte die Frage in http://lists.otrs.org/pipermail/otrs-de/2007-June/008591.html aufgreifen, da auf diese keine Antwort vorliegt. In der Ansicht "AgentTicketZoom" (basierend auf dem Template File "AgentTicketZoom.dtl") werden im Zusammenhang mit den Freetextfeldern sowohl als Freetextfeldname als auch als Freetextfeldwerte die Keys und nicht die entsprechenden Contents dargestellt. Ist das definitiv so gedacht oder handelt es sich dabei um eine Standarddarstellung, welche der Administrator entsprechend nach seinen Wünschen anpassen sollte? Jedenfalls muss ich aus Usabilitygründen die Contents und nicht die Keys darstellen. Ein Workaround bestünde darin, die Keys mit den Werten der entsprechenden Contents zu versehen, was in meinen Augen aber die Key-Content Philosophie untergräbt, welche ich aufgrund der konzeptionellen Integration von OTRS in unsere Systemumgebung nutzen muss. ;-) Da die Anzeige der Contents in den Ansichten Action=AdminSysConfig (AdminSysConfig.dtl) und Action=AgentTicketFreeText (AgentTicketFreeText.dtl) sowie Action=AgentTicketSearch (AgentTicketSearch.dtl) problemlos möglich ist, habe ich versucht die Syntax für die Anzeige der Contents aus diesen .dtl ins AgentTicketZoom.dtl zu übernehmen. Leider hat das nicht funktioniert, was wahrscheinlich daran liegt, dass die verschiedenen .dtl funktional unterschiedlich aufgebaut sind. Wo finde ich eine Anleitung dafür, wie ich generell beliebige Datenelemente an beliebigen Orten in beliebigen .dtl anzeigen kann? Muss ich dazu z.B. gewisse Klassen in einzelne .dtl einbinden? Im Zusammenhang mit obiger Frage ist auch interessant, dass die Contents für die Keys von Freetextfeldern nicht in der DB stehen, sondern in einem File namens /Kernel/Config/Files/ZZZAuto.pm. Gruss und vielen Dank im Voraus! Lex

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stats report format settings
by Frans Stekelenburg 28 Jan '09

28 Jan '09

Hi, Is there a way I can adjust the various settings of the PDF report generated from the printed stats? Like the font and size, the logo? Especially the spacing in the texts bother me (see the attached example). In Core::Stats::Graph I found some but not all options. Probably a FAQ, but I didn't find it there ;-) : Kind regards, Frans

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Notifications per Queue
by Frans Stekelenburg 28 Jan '09

28 Jan '09

Hi, It seems not possible to have notifications sent with a different text depending on the queue of the ticket, like it can be accomplished with (auto)response, or is it? Would be a nice feature though. Kind regards, Frans

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customer notification with url to registered accounts
by Frans Stekelenburg 28 Jan '09

28 Jan '09

Hi, I would like a notifications sent out only to contain the url to the OTRS web service for registered customers. Is there a way to do that? The default Move, State and Owner notifications contain the URL. I could take it out, but for registered customers it is so nice to have it in. (We are at this point reluctant to have people create their own accounts- which might be the simplest work around for now) regards, Frans

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Need help setting up average resolution time for tickets report
by Philip Ng 28 Jan '09

28 Jan '09

Can someone show me how to set up an average resolution time for tickets report in OTRS? Regards, ______________________________________ Philip Ng | Technical Support Engineer | Crisp Wireless, Inc. | 386 Park Avenue S, Ste. 1405 NY, NY 10016 | Office: +1 212-557-1850 x. | www.crispwireless.com <http://www.crispwireless.com/> This e-mail is intended only for the named person or entity to which it is addressed and contains valuable business information that is proprietary, privileged, confidential and/or otherwise protected from disclosure.

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Upgraide faild
by Trasschaert Karl 28 Jan '09

28 Jan '09

Hi all, I've tryed to upgrade otrs from 2.2.7 to 2.3.3 but somthing faild during the upgrade. Now i cannot log in into otrs, the system said that there is no user. I would like to come back to 2.2.7. I've done a fresh install on a vmmachine, but when i tryed to use the database from 2.3.3 it doesn't work. How can i convert a database from 2.3.3 to be used on 2.2.7? Thx Karl _________________________________________________________________ Hotmail... nouveau est arrivé ! http://www.windowslive-hotmail.com/comingsoon/fr/default.htm

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rpm upgrade 2.2.7 to 2.3.4
by Steve Clark 28 Jan '09

28 Jan '09

Hello, Are there any database updates going from 2.2.7 to 2.3.4 and are they done automatically? Thanks, Steve

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Queue Responses
by Jeffrey Friedman 28 Jan '09

28 Jan '09

I've created two responses and associated them with my queue. Both of them are blank. However, regardless of which response I choose when "Compose Answer (email)", I always get text in the body of my response like: Dear username, > previous customer email info... > previous customer email info... > previous customer email info... It's almost like there are still OTRS tags (like <OTRS_UserFirstname> and <OTRS_UserLastname>) in the response, but I can't find them. Any suggestions? Thanks, Jeffrey 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.

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mod: download mail without delete from pop server
by francesco.simonini＠sesaspa.it 28 Jan '09

28 Jan '09

Hi to all. I would like to post you my solution to not delete mail from pop server. I appreciate any comment and suggestion. I'll describe you my scenario and my solution. The pop server is MS Exchange and the number of mail on the mailbox is around 5000. I've created a new table for each mailbox to insert the mail UIDL, the MESSAGE-ID and the TIMESTAMP. Normally the UIDL would be sufficient but in my case the UIDL is not unique (!). Every time the pop3.pm run it check if exist the table that correspond to the specific mailbox, if not it make the table (this portion of code would be inserted where a new mailbox is created, I write it in pop3.pm file just for a better upgrade to new version. My only problem is to prevent the db insert of uidl in case the mail was not correctly download (and viceversa). Thanks to all. Francesco.

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Email headers to assign customer (when not the sender)
by Mike Morris 27 Jan '09

27 Jan '09

Hi, We're running otrs 2.3.3. We also have other systems and web applications that generate emails to customers. I would like to be able to CC: these emails to one of our inboxes that is read by PostMasterMailbox.pl, and have it automatically assigned to the right customer in OTRS. The challenge is that the only customer info in the emails is the customer email itself, which is in the TO field, not the FROM field. If the email is also the Customer's login, then setting X-OTRS-CustomerUser to the customer's email works, but this is usually not the case for us. What I really want is a header like "X-OTRS-CustomerEmail", causing the ticket to be assigned to the customer whose email address is in that field -- without having to know the customer ID or login. Is this possible? There are lots of things that come close, but the only way I can currently see to do it would be a custom Postmaster Filter that searched the DB by Email to fetch the actual customerID and set the X-OTRS-CustomerID header... seems like overkill... Thanks in advance, MikeM Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Quote: Whoever claims the right to redistribute the wealth produced by others is claiming the right to treat human beings as chattel. - Ayn Rand ------------------------------------

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How to set default Ticket Owner
by Camilo Vieira 27 Jan '09

27 Jan '09

Hi, Anyone know how can I set the default ticket owner foreach queue? 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

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How to disabling both Customer Company and Clients?
by Camilo Vieira 27 Jan '09

27 Jan '09

Hi, I did some tests with Customer Company and Clients. I notice that when I disabled the Customer Company, the otrs remains enable clients accessing the web interface and open new tickets. Does anyone know how can I disable both with minimum administrative effort? Thanks in advance. 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

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Changing the name of a field
by Tim Squires 27 Jan '09

27 Jan '09

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

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Re: [otrs] installation problem on SUSE 11
by sanjeev rao 27 Jan '09

27 Jan '09

in other distro's it can be done as follows perl -MCPAN -e shell #install Apache2::Reload can you try similar for suse? --- On Tue, 1/27/09, Bharat Malik <bharat.malik(a)talentpact.com> wrote: From: Bharat Malik <bharat.malik(a)talentpact.com> Subject: RE: [otrs] installation problem on SUSE 11 To: sosweet_san(a)yahoo.com, "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> Date: Tuesday, January 27, 2009, 2:24 PM Hi Sanjeev, Following is error in log file of apache2. [Tue Jan 27 14:15:42 2009] [error] Can't locate Apache2/Reload.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /srv/www/perl-lib /usr/lib/perl5/5.10.0/i586-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl/5.10.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl . /srv/www) at (eval 110) line 3.\n [Tue Jan 27 14:15:42 2009] [error] Can't load Perl module Apache2::Reload for server linux-0yq4.site:0, exiting... Thanks & Regards Bharat From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of sanjeev rao Sent: Tuesday, January 27, 2009 12:40 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] installation problem on SUSE 11 i dont think so, can you please check the log files of apache (access,error logs) and update here? --- On Tue, 1/27/09, Bharat Malik <bharat.malik(a)talentpact.com> wrote: From: Bharat Malik <bharat.malik(a)talentpact.com> Subject: Re: [otrs] installation problem on SUSE 11 To: otrs(a)otrs.org Date: Tuesday, January 27, 2009, 10:05 AM Hi, I am facing problem during the installation of otrs on open SUSE 11. As I install otrs, my webserver (apache2) services will be automatically terminated. Is it a problem of otrs version? Please help me. Thanks & Regards Bharat _______________________________________________ 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

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mail copy
by G-Cubed Solutions 27 Jan '09

27 Jan '09

Hello, I have been enjoying OTRS recently and believe its a great tool. Can anyone let me know how to get otrs to go to address its pulling messages from without deleting the actual mail from the address before getting to the agent. I will appreciate if a copy of the mail is left behind in the actual address sent to. G-Cubed Solutions .......Maximizing IT Customized Software Solution providers Tel: +234[1]4394915,2348023220790

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Merging Multiple Tickets a PITA in OTRS 2.3.2
by Peter Beckman 27 Jan '09

27 Jan '09

Dear OTRS users and devs: First off, OTRS rocks. Thank you! Now for the negativity. :-) Constructive criticism really. Problem #1: From time to time I get customers who send in 13 emails in a row about the same problem. I would normally do a bulk-action on their heiney, but there is no option for me to merge multiple selected tickets into a single ticket. Solution #1: Add a field on the bulk-action page that allows me to specify a ticket to merge to. Bonus: include a list of tickets from that customer/sender (or customers/senders if the selected tickets includes multiple senders/customers) Problem #2: From time to time I use search to find a nice subset of tickets I want to do something with. Unfortunately, there's nothing I can do on the search results page other than click on each ticket individually, or click on the CustomerID. Solution #2: Add a checkbox on the left of search results that allows me to do a bulk-action! (like merge!) Problem #3: Sometimes you can just tell that someone probably sent 9 emails about the same issue, but they are spaced out over a weekend, like 5 on friday night, 3 more saturday, 14 on sunday and 6 more monday morning before you get to it. Right now, when I hit "Customer" OTRS nicely displays all the tickets for that Customer. But when I hit "Merge" I'm left with the inability to view the customer's tickets, so I have to: 1. Decide to merge 2. Find the ticket # to merge to 3. Go back to the ticket that needs merging 4. Click Zoom 5. Click Merge 6. Paste the ticket number in Ouch. I'm left with a merged ticket and a migrane. (dramatic emphasis mine) Solution #3: When you click "Merge" on a ticket, it nicely displays all the tickets from that Customer, reverse date order (newest at the top). It puts a radio button (or just a link named "Merge Here!") on each of the tickets listed below, so I can find the ticket I want to merge to and with one click and no previous knowledge of the other tickets for that customer merge this ticket. And no headaches! Thank you for listening. If I decide to implement one or more of these on my own, how should I submit a patch? And I assume I should patch it against trunk? Do you offer access to trunk for 3rd party development? Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

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ticket notifications- expected or unexpected?
by Jeffrey Friedman 27 Jan '09

27 Jan '09

I'm new to OTRS and have to say that while I'm still a relative newbie, I'm really impressed and excited about implementing it in my company. Anyway, I have a few questions about the way ticket notifications in the QueueView work and was hoping someone could lend a hand. 1) When I log in, it says "New Message". If I view the message and go back to the QueueView, it still says "New message". It seems like the only way to change its state to "seen" is by interacting with the ticket in some way (e.g. adding a note, changing the state, priority, etc). Is this expected? If so, is there a setting SysConfig to enable changing the message to "seen"? 2) When I set a ticket state to pending for a later date, in the QueueView it shows up at "ticket #: update time is over". I would have thought changing the status to "pending" would suppress these notifications, but it doesn't look like it. Again, if this is expected, is there a configuration I could change to enable suppression? Thanks in advance, Jeffrey 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.

2 1

Re: [otrs] installation problem on SUSE 11
by Bharat Malik 27 Jan '09

27 Jan '09

Hi, I am facing problem during the installation of otrs on open SUSE 11. As I install otrs, my webserver (apache2) services will be automatically terminated. Is it a problem of otrs version? Please help me. Thanks & Regards Bharat

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Trying to send mail
by Aaron Rabinowitz 27 Jan '09

27 Jan '09

Hello forum, I have a linux box with OTRS installed and an exchange 2007 box from which I cant seem to send mail to. I've tried sending mail to my account but for some reason it stays on the linux box and never makes it to my outlook. I just tried sending an email (response to my test ticket) and this error popped up. Software error: No SASL mechanism found at /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/Authen/SASL.pm line 74 Is there a configuration how-to anyone can point me a link to in configuring email on OTRS?

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otrs permissions and roles
by Mikael Kermorgant 26 Jan '09

26 Jan '09

Hello, I've installed otrs and having some things to configure, I'd like to be sure I understand the queues/groups/agents/customer permission system correctly. * A queue is associated to a Group * each agent can be associated to groups with a set of permissions (ro, create, ..., rw) * when there are more and more Queues, Groups and Agents, it is easier to create roles * each role can be associated to groups with a set of permissions (ro, create, ..., rw) * just associate a user with a role, and he gets the role's permissions Is this correct ? When you want to authorize reading to a queue or ticket creation in it, you have to give the user ro or create permission to the group the queue belongs to, isn't it ? Now, I have : * a queue for our IT staff (10 agents), let's call it "ITqueue". It belongs to group "IT". * 300 customers in our ldap backend, which all belong to group "Clients" ( $Self->{CustomerGroupAlwaysGroups} = ['Clients']; ) I would like to give these customers read and create rights on the "ITqueue", but can't figure how. I think I should associate them all to a role ("Client") that would have ro & create rights on group "IT", but how would I automatically give this role to all these 300 customers ? By the way, I use otrs 2.2.4 Would anybody have an idea ? Thanks in advance, -- Mikael Kermorgant

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How to make custom reports?
by Marcel van Dorp 26 Jan '09

26 Jan '09

Hi All, I am new to otrs, and am using it for about a month now. I like the tool! However, I would like to be able to get a report over a certain period, with the total sum of worked time per customer. In SQL I would do (SQL statements are in CAPITALS): SELECT customer_id,count(tn) AS tickets, sum(time_unit) AS worktime FROM ticket LEFT JOIN time_accounting ON ticket.id = time_accounting.ticket_id WHERE tn LIKE "2009%" GROUP BY customer_id This will give me a list with customer, number of tickets per customer, and total working time per customer, for all tickets in 2009. This selection would be preferrably be adjustable. This list I can use to bill my customers The customer wants to know where he/she pays for, so I'll do: SELECT * FROM ticket LEFT JOIN time_accounting ON ticket.id = time_accounting.ticket_id WHERE customer_id LIKE "ACME" Where ACME is the customer name. Is there a way to do this? I use LDAP as my customer backend, and version 2.2.7 of OTRS. Thanks for any reply, Marcel

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Setting own TicketID
by Piotr Modlinger 26 Jan '09

26 Jan '09

Hello, is in OTRS something like X-OTRS-TicketID? I'd like to search the Subject of e-mail and set appropriate TicketID. Thanks, Peter

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apache faild to start after otrs upgrade
by Trasschaert Karl 26 Jan '09

26 Jan '09

Hi All, I've try to upgrade otrs 2.2.7 to 2.3.1. I've followed the UPGRADE file. After the upgrade when i try to start apache2 i've this error: [Mon Jan 26 15:34:46 2009] [error] Can't locate Kernel/Config.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache2) at /usr/share/otrs/scripts/apache2-perl-startup.pl line 33.\nBEGIN failed--compilation aborted at /usr/share/otrs/scripts/apache2-perl-startup.pl line 33.\nCompilation failed in require at (eval 2) line 1.\n [Mon Jan 26 15:34:46 2009] [error] Can't load Perl file: /usr/share/otrs/scripts/apache2-perl-startup.pl for server poseidon.local:0, exiting... [Mon Jan 26 15:34:48 2009] [error] Can't locate Kernel/Config.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache2) at /usr/share/otrs/scripts/apache2-perl-startup.pl line 33.\nBEGIN failed--compilation aborted at /usr/share/otrs/scripts/apache2-perl-startup.pl line 33.\nCompilation failed in require at (eval 2) line 1.\n [Mon Jan 26 15:34:48 2009] [error] Can't load Perl file: /usr/share/otrs/scripts/apache2-perl-startup.pl for server poseidon.local:0, exiting... any idea? Thx in advance _________________________________________________________________ Encore plus fort : vous partagez des photos tout en discutant sur Windows Live Messenger. http://www.microsoft.com/windows/windowslive/messenger.aspx

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where can I change Notification Master email address?
by Aung 23 26 Jan '09

26 Jan '09

Hi, I am still in learning stage with OTRS and I cannot find where to change Notification Master email address. It is coming in with otrs@domainnameaddress. Thanks in advance for your help. Kindest regards, Aung

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Re: [otrs] customer web interface - ticket creation and visibility
by Mikael Kermorgant 26 Jan '09

26 Jan '09

On Tue, Jan 20, 2009 at 11:34 PM, Mikael Kermorgant < mikael.kermorgant(a)gmail.com> wrote: > > > On Tue, Jan 20, 2009 at 11:28 PM, Mikael Kermorgant < > mikael.kermorgant(a)gmail.com> wrote: > >> Hello, >> >> I'm still trying to figure out how to get things working the right way but >> there's no much progress : >> >> I've tested this : >> $Self->{CustomerGroupSupport} = 1; >> $Self->{CustomerGroupAlwaysGroups} = ['clients']; >> >> That way, I see nothing when I log into customer view. >> >> by setting >> $Self->{CustomerGroupSupport} = 0; >> >> I get my tickets only under "Company tickets". Nothing shows under "My >> tickets". >> >> I thought it could be related to permissions so I created a "Client" role, >> which I gave ro access to all the groups. If it was a permission pb, I guess >> I've should have seen some tickets, but no. >> > > Sorry about this last sentence, I gave this role to my Agent account, not > my client one (I appear on both). After having set ro access to my client > account on right groups, I now see my tickets (with > $Self->{CustomerGroupSupport} = 1;) under "Company tickets". Still nothing > under "My tickets". > > Seems I have to find the right way to se the Client role to all clients > with "UserSyncLDAPAttibuteRolesDefination". > The problem was due to the authentication based on ldap attribute uid which holds values like jdoe, and tickets being associated to mail attribute like john.doe(a)example.com. I could get it a bit better by configuring the ldap Map for the customer like this : Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storagee -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', '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 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', ''' , 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', ''' , 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', ''' , 0 ], ], }; Regards, -- Mikael Kermorgant

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How to print tickets
by Zenone di Elea 25 Jan '09

25 Jan '09

Hi! I am about to introduce OTRS in my organization but I need to meet a strict requirement. An user should be able to print (as a PDF file) ALL the tickets he locked, better if ordered as the current view, clicking on a simple link. Anybody knows if it is possible setting suitable parameters in Sysconfig? Or simple modifications of OTRS scripts? It would be great to be able to print the Ticket Status View, which I enabled in Sysconfig, since it reports an useful summary of locked tickets. Any ideas will be very appreciated. Thank you all Zenone

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add on system status
by sol sol 23 Jan '09

23 Jan '09

is it normal that the add on system status does not show info on a windows installation?

1 0

Limit agent to one company
by João Ricardo Marques Mota 23 Jan '09

23 Jan '09

Hello. I have an OTRS 2.2.6 instalation with a LDAP customer backend. I've changed some parts of the program due to several reasons so I am very reluctant to update the installation. So far all of the strange things I have been asked be met were easily achieved using almost only the Config.pm file. Now I've been asked to limit an user agent view to a single company. He is kind of in the middle of the IT department and that company. He must not access any data from other companies and I was trying to avoid to clone an already big queue tree for this agent only. Is there any way I can give an agent access to queues but limit him to list/see/edit/touch/smell tickets from company X? Thanks in advance. -- João Ricardo Marques Mota Técnico de Sistemas Dpto. Sistemas CUPA GROUP Telf.: +34 987407024 Fax: +34 987407026 Email: jrmarques(a)cupagroup.com <mailto:jrmarques@cupagroup.com> --------------------------------- AVISO LEGAL Este mensaje se dirige exclusivamente a su destinatario. Puede contener información privilegiada, confidencial o legalmente protegida. Si ha recibido este mensaje por error le rogamos que lo borre inmediatamente, así como todas sus copias, y lo comunique al remitente. En virtud de la legislación vigente está prohibida la utilización, divulgación, copia o impresión sin autorización. No existe renuncia a la confidencialidad o privilegio por causa de una transmisión errónea. DISCLAIMER This message is intented exclusively for the named person. It may contain confidential, propietary or legally privileged information. No confidentiality or privilege is waived or lost by any misstransmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. Your must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intented recipient. AVERTISSEMENT LEGAL Ce message est strictement réservé à la personne à qui il est dirigé. Il peut contenir une information confidentielle ou légalement protégée. Si vous avez reçu ledit message par erreur, nous vous remercions de bien vouloir l´effacer de même que toute copie existante dans le disque dur, ainsi que de le notifier à son expéditeur. Selon la législation en vigueur, l'utilisation, la divulgation, la copie, ou l'impression sans autorisation sont interdits. Il n'existe pas de renonciation à la confidentialité ou de privilège en raison d'une transmission erronée.

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GenericAgent.PL+GenericAgent.pm and the escalations from GUI
by sanjeev rao 23 Jan '09

23 Jan '09

Hi I have set the job as #Consumer Support L1 'move escalation ticket to experts and execute Consumer Support L1 Card' => { # get all tickets with these properties Queue => 'Consumer Support L1::Card', Escalation => 3, # new ticket properties New => { Queue => 'Support::Operations::Operation Escalations', # your program (/path/to/your/program) will be executed like # "/path/to/your/program $TicketNumber $TicketID" ARG[0] will # be the ticket number and ARG[1] the ticket id # CMD => '/path/to/your/program', }, }, then running the GenericAgent.pl in cron job for 5 minutes IN GUI i have setup the Escalation - First Response Time: 3 Minutes (0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) t But the tickets are getting escalated based on the cronjob only, is there any way i can setup the First Response set time? please guide me

1 0

How to turn off email validation?
by Alex 22 Jan '09

22 Jan '09

Great program! Everything is wonderful! But I can't find one thing: how to tune register graphs on the customer page (customer.pl), without any confirmation of his email (I am afraid that most of email system now blocks a lot of email and most clients won't manage to activate their registration). Best Regards, Alex.

1 0

ldap customer backend and UserSyncLDAPAttibuteRolesDefination
by Mikael Kermorgant 22 Jan '09

22 Jan '09

Hello, I use otrs 2.2.4 and have our customers stored in ldap, but they authenticate via HTTPBasicAuth. Reading the config file about attributing a Role based on a ldap attribute, I see : # UserSyncLDAPAttibuteRolesDefination # (If "LDAP" was selected for AuthModule and you want to sync LDAP # attributes to otrs roles, define the following.) I'd like to use this setting but it doesn't work. Is this because ldap is only our customer backend and not used for authentication ? Here's our setting : $Self->{'UserSyncLDAPAttibuteRolesDefination'} = { # ldap attribute 'objectclass' => { # ldap attribute value 'eduPerson' => { # otrs role 'Client' => 1, }, }, }; Regards, -- Mikael Kermorgant

1 0

customer mail response
by sanjeev rao 22 Jan '09

22 Jan '09

Hi team When i will be responding back to customer, the mail goes with full email list (whatever conversed in internal also), instead is that possible to send with customer query and our final answer ?

1 0

customer mail response
by sanjeev rao 22 Jan '09

22 Jan '09

Hi team When i will be responding back to customer, the mail goes with full email list (whatever conversed in internal also), instead is that possible to send with customer query and our final answer ?

1 0

Re: [otrs] Change OTRS POP3 polling frequency
by Tamara B. Chikumbi 22 Jan '09

22 Jan '09

Hi, Go to the SysConfig and search for pop3. Then Core:: Postmaster will be found. In the post master look for where it says PostmasterReconnectmessage. You can specify how often it should connect. Regards -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Levi_Ruiz(a)ord.uscourts.gov Sent: Thursday, January 22, 2009 1:45 AM To: User questions and discussions about OTRS. Subject: [otrs] Change OTRS POP3 polling frequency How can I make OTRS check it's POP3 mailbox more often? _______________________________________________ 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

cant send mail
by G-Cubed Solutions 22 Jan '09

22 Jan '09

Hello, I am having issues with sending mails as an agent but mails from the customer gets to the agents quee. The general issue is that it says invalid. mail exchanger not found ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Jan 21 20:19:42 2009 Message: Can't send message: Bad file descriptor! Traceback (1968): Module: Kernel::System::Email::Sendmail::Send (v1.27) Line: 92 Module: Kernel::System::Email::Send (v1.45) Line: 553 Module: Kernel::System::Ticket::Article::ArticleSend (v1.185) Line: 1831 Module: Kernel::Modules::AgentTicketEmail::Run (v1.68) Line: 847 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) 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: 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 G-Cubed Solutions .......Maximizing IT Customized Software Solution providers Tel: +234[1]4394915,2348023220790

2 1

how to change compose answer From email address
by Aung 23 21 Jan '09

21 Jan '09

Hi, I am new to otrs and just installed it. When I receive the ticket and try to use compose answer, From: field is with "OTRS System <otrs@localhost> * invalid otrs@localhost (no mail exchanger (mx) found!)!" I do not know where to change that otrs@localhost to valid From email address. Can anyone guide me where to change? Thanks and regards, Aung

2 2

Re: [otrs] Compose Answer (email) link not working
by bis 21 Jan '09

21 Jan '09

Well I haven't installed this system so I didn't do any configuration but I am the one who now has to do the admin for it. The "Compose Answer (email)" link was working fine until yesterday - since then something must have changed but I am not sure what and now I get "Your Own Ticket (follow up)" with the link to the page with the error message below. Could anyone tell me what I need to do to get the "Compose Answer (email)" link back and going to the correct page? I paste the error message again below for clarity. Thanks a lot Error: Module Kernel::Modules::AgentTicketCustomerFollowUp not registered in Kernel/Con[..] Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Wed Jan 21 13:47:57 2009 Message: Module Kernel::Modules::AgentTicketCustomerFollowUp not registered in Kernel/Config.pm! Traceback (16291): Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 555 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 --- On Wed, 21/1/09, Marco Vannini <marco.vannini(a)gmail.com> wrote: > From: Marco Vannini <marco.vannini(a)gmail.com> > Subject: Re: [otrs] Compose Answer (email) link not working > To: bis_d(a)yahoo.co.uk > Date: Wednesday, 21 January, 2009, 4:40 PM > mmm > > I mean, I didn't do anything apart configuring an auto > follow up in > auto responses and link it in auto responeses <-> > queue to a queue. I > don't know if it could be the case. try it out. > > > > On Wed, Jan 21, 2009 at 5:32 PM, bis > <bis_d(a)yahoo.co.uk> wrote: > > I have not changed > "\Kernel\Output\HTML\Standard\AdminAutoResponseForm.dtl". > Do I need to configure it in any way? > > > > Many thanks > > > > Bis > > > > > > --- On Wed, 21/1/09, Marco Vannini > <marco.vannini(a)gmail.com> wrote: > > > >> From: Marco Vannini > <marco.vannini(a)gmail.com> > >> Subject: Re: [otrs] Compose Answer (email) link > not working > >> To: bis_d(a)yahoo.co.uk, "User questions and > discussions about OTRS." <otrs(a)otrs.org> > >> Date: Wednesday, 21 January, 2009, 2:54 PM > >> did you configured > /otrs/index.pl?Action=AdminAutoResponse ? > >> > >> > >> > >> On Wed, Jan 21, 2009 at 3:51 PM, bis > >> <bis_d(a)yahoo.co.uk> wrote: > >> > Hiya > >> > > >> > I would be most grateful if someone could > kindly > >> advise me on how to fix the following problem: > >> > > >> > Whn I opened a ticket and used to have > "compose > >> answer (email)" (on the right hand side, > under > >> "Queue", "Type", > "Priority" > >> etc.), now I have got "Your own Ticket > (Compose Follow > >> up)" and when I click the "Compose > Follow up" > >> link, it goes to an error page with the following > error > >> message: > >> > > >> > > >> > Error: Module > >> Kernel::Modules::AgentTicketCustomerFollowUp not > registered > >> in Kernel/Con[..] > >> > > >> > Comment: Please contact your admin > >> > Bug Report: > >> > > >> > Traceback: ERROR: OTRS-CGI-10 Perl: > 5.8.5 OS: > >> linux Time: Wed Jan 21 13:47:57 2009 > >> > > >> > Message: Module > >> Kernel::Modules::AgentTicketCustomerFollowUp not > registered > >> in Kernel/Config.pm! > >> > > >> > Traceback (16291): > >> > Module: > Kernel::System::Web::InterfaceAgent::Run > >> (v1.23) Line: 555 > >> > Module: /opt/otrs/bin/cgi-bin/index.pl > (v1.81) Line: > >> 47 > >> > > >> > > >> > > >> > > >> > > _______________________________________________ > >> > 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

Compose Answer (email) link not working
by bis 21 Jan '09

21 Jan '09

Hiya I would be most grateful if someone could kindly advise me on how to fix the following problem: Whn I opened a ticket and used to have "compose answer (email)" (on the right hand side, under "Queue", "Type", "Priority" etc.), now I have got "Your own Ticket (Compose Follow up)" and when I click the "Compose Follow up" link, it goes to an error page with the following error message: Error: Module Kernel::Modules::AgentTicketCustomerFollowUp not registered in Kernel/Con[..] Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Wed Jan 21 13:47:57 2009 Message: Module Kernel::Modules::AgentTicketCustomerFollowUp not registered in Kernel/Config.pm! Traceback (16291): Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 555 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47

2 2

IMAP / IMAPS fetch mails
by sol sol 21 Jan '09

21 Jan '09

Hi, I´m trying to configure in the admin account the Postmaster Mail account, some how i can only select pop3, pop3S and imap. How can i activate imapS ? as claimed working on the features page? reason why i need is following; we are using exchange 2003, when i configure a private mailbox with settings ; recieve.mailhost.com , user: aaaabbbb and pass: pass it fetches mail to the selected queue. How ever we have public folders, with settings: recieve.mailhost.com , user: aaaa bbbb and pass: pass notice the space in the username. When fetching this public mailfolder i allways get authentication failure. (user and pass is correctly filled in) i´m guessing it is or because of imapS or something with the space in the username. but using %20 to fill the space does not make a difference... can anyone help? thanks!

2 3

Queues' visibility to customers
by Yasir M. Arsanukaev 21 Jan '09

21 Jan '09

Hello folks. Can I hide any queues so that these are invisible in the queues list to the end customers or just specify the visible ones but keeping the tickets readable/writable in the hidden queues by the customers ? Thanks. -- С уважением, Арсанукаев Ясир Маликович :: УИТ ОАО "Амурметалл" +7 (4217) 529-576

3 5

Basic Auth SSO support patch
by Gonéri Le Bouder 20 Jan '09

20 Jan '09

Hi, I did a patch for OTRS 2.3.x to add support of SSO based on Basic Auth header. http://httpd.apache.org/docs/2.2/howto/auth.html To enable the patch, you'll need to add this line in your Config.pm file to enable it: $Self->{'AuthSSO'} = 'AuthTypeBasic'; IMO, the patch is unlikley to by accepted by the project team but I think it may interest some users. Best regards, Gonéri Le Bouder

1 0

OTRS and Active Directory
by Wayne Scott 20 Jan '09

20 Jan '09

I've put more time into this than I can afford - but I'm trying hard to keep opensource alive in our workplace, so I'll ask here. We have: A WIN2K Domain controller at 192.168.1.10 A Debian (Lenny) box with a clean install of OTRS 2.3.3 (installed from source, not a prepacked deb file) The debian box is joined to the domain, which we'll call "company.com.au" Nothing I do will permit me to get customers authenticating via the AD. The relevant parts of the Config.pm: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.1.10'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=company,dc=com,dc=au'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'ldap.lookup'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '192.168.1.10', BaseDN => 'DC=company,DC=com,DC=au', SSCOPE => 'sub', UserDN =>'ldap.lookup', UserPw => 'password', }, CustomerKey => 'uid', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], ], }; The error I'm currently getting: Jan 19 16:20:03 ithlp OTRS-GenericAgent-03[7967]: [Error][Kernel::System::CustomerUser::LDAP::new][Line:144]: First bind failed! 80090308: LdapErr: DSID-0C09030B, comment: AcceptSecurityContext error, data 525, v893 Any ideas? ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

3 5

Mulitple installations on same machine
by Carsten Schumann 20 Jan '09

20 Jan '09

Hi Folks, currently I am trying to install OTRS 2.3 twice on the same system for different virtual hosts but I am running into problems, maybe anyone can help. My systrem runs with Apache2, mod_perl and OTRS 2.3 under Debian (stable with backports). In the sample configuration mentioned on the OTRS web site, the mod_perl directive 'Perlrequire' is used to load the ORTS modules when the webserver starts. As Perlrequire has the scope SRV, multiple Perlrequire directives in different virtual hosts conflict with each other. I modified OTRS to include the scripts/apache2-perl-startup.pl in index.pl/installation.pl instead of running the script at werbserver startup but OTRS does not find several modules becaus the include paths are still messed up. After setting the paths manually and including several additional modules in apache2-perl-startup.pl by hand, i ran into more module-not-found errors I cannot fix easily. An installation with distinct queues is no option for me. At least the databases have to be separated. Has anyone some experience and can point out how to solve this issue the best way? Is there a howto? Neither in the readme docs nor on the webpage I found anything that was helpful regarding this issue. The only possibility mentioned on the website was for OTRS 1.3 but since 2.0 the feature seems to have disappeared. Any suggestions? Best regards, Carsten Schumann

2 1

Using multiple customers in OTRS
by vishal sanghi 19 Jan '09

19 Jan '09

Hi I had successfully configured LDAP with an one agent and one customer. Now I need to expand it for the multiple customers. Any help must be appreciated. Thanks and regards Vishal Sanghi From Chandigarh to Chennai - find friends all over India. Go to http://in.promos.yahoo.com/groups/citygroups/

1 0

Re: [otrs] OTRS and Active Directory (Wayne Scott)
by vishal sanghi 19 Jan '09

19 Jan '09

Hi There could be a problem with following line. $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'ldap.lookup'; Please check the UserDN may be you have to specity the yourdomain_name\ldap..lookup. Thanks Vishal --- On Mon, 19/1/09, otrs-request(a)otrs.org <otrs-request(a)otrs.org> wrote: From: otrs-request(a)otrs.org <otrs-request(a)otrs.org> Subject: otrs Digest, Vol 4, Issue 44 To: otrs(a)otrs.org Date: Monday, 19 January, 2009, 3:32 PM Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. OTRS and Active Directory (Wayne Scott) 2. Re: OTRS and Active Directory (Steven Carr) 3. Re: Queues' visibility to customers (Yasir M. Arsanukaev) 4. Re: OTRS and Active Directory (Steven Carr) 5. Re: Change queue without being owner (Lars J?rgensen) 6. Config Item and Location functionalities with ITSM 1.2.2. (Aysel Pamuk) ---------------------------------------------------------------------- Message: 1 Date: Mon, 19 Jan 2009 16:35:49 +1100 From: "Wayne Scott" <wayne.scott(a)arrb.com.au> Subject: [otrs] OTRS and Active Directory To: <otrs(a)otrs.org> Message-ID: <225208CD50F5244A9612714639A719B4038E84E3(a)mel-mail.arrb.com.au> Content-Type: text/plain; charset="us-ascii" I've put more time into this than I can afford - but I'm trying hard to keep opensource alive in our workplace, so I'll ask here. We have: A WIN2K Domain controller at 192.168.1.10 A Debian (Lenny) box with a clean install of OTRS 2.3.3 (installed from source, not a prepacked deb file) The debian box is joined to the domain, which we'll call "company.com.au" Nothing I do will permit me to get customers authenticating via the AD. The relevant parts of the Config.pm: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.1.10'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=company,dc=com,dc=au'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'ldap.lookup'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '192.168.1.10', BaseDN => 'DC=company,DC=com,DC=au', SSCOPE => 'sub', UserDN =>'ldap.lookup', UserPw => 'password', }, CustomerKey => 'uid', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], ], }; The error I'm currently getting: Jan 19 16:20:03 ithlp OTRS-GenericAgent-03[7967]: [Error][Kernel::System::CustomerUser::LDAP::new][Line:144]: First bind failed! 80090308: LdapErr: DSID-0C09030B, comment: AcceptSecurityContext error, data 525, v893 Any ideas? ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

1 0

Can't create PID PostMasterPOP3, because it's already runnin
by Trasschaert Karl 19 Jan '09

19 Jan '09

Hi, I've this error in the system log : "Can't create PID PostMasterPOP3, because it's already running" The system also create 30 time a ticket fo rthe same e-mail. What can be the cause of that ? Thx _________________________________________________________________ Découvrez vite le nouveau Hotmail ! http://www.windowslive-hotmail.com/comingsoon/fr/default.htm

1 0

Config Item and Location functionalities with ITSM 1.2.2.
by Aysel Pamuk 19 Jan '09

19 Jan '09

Hello, I have installed OTRS 2.3.3 and ITSM 1.2.2. Before upgrading to ITSM 1.2.2, I had icons such as Location, Config Items in my bar as shown below. Now I would like to install the following packages. ITSMTicket-1.1.3.xml LinkObject2-1.1.3.xml But receive the errors below. How can I have the functionalities Location, Config Item with ITSM 1.2.2? Thanks in advance, Aysel [ OTRS::ITSM 1.2.2 <https://10.0.2.40/otrs/index.pl?> ] Aysel Pamuk (aysel.pamuk(a)gantek.com) 13:15:25 - 01/19/2009 Error: Sorry, can't install/upgrade package, because the framework version required by [..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Jan 19 13:15:27 2009 Message: Sorry, can't install/upgrade package, because the framework version required by the package (2.2.8;2.2.x CVS;) does not match your Framework (2.3.3)! Traceback (26070): Module: Kernel::System::Package::_CheckFramework (v1.85) Line: 1789 Module: Kernel::System::Package::PackageInstall (v1.85) Line: 347 Module: Kernel::Modules::AdminPackageManager::Run (v1.65) Line: 1316 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47

1 0

Change queue without being owner
by Lars Jørgensen 19 Jan '09

19 Jan '09

Hi, I can't remember if this has been answered before, but our supervisor would like to change the queue of some tickets that are already assigned (locked) to an agent. Is it possible without taking ownership of the ticket? -- Lars

1 1

Enable LDAP Authenication
by Nadeem Ahmad 17 Jan '09

17 Jan '09

Hi We are running <http://otrs.org/> OTRS 2.3.3 , we need enable LDAP authentication in this. How ca I do this. What peral module is required for this? What will happen it LDAP server is not available. ---------------------------------------------------------------------------- ------------------------ [root@rhel bin]# ./otrs.checkModules o CGI............................ok (v3.15) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.52) o DBD::mysql.....................ok (v3.0007) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.033) 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 (v0.59) 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 (v0.33) o GD.............................not installed! (not required / for stats) o GD::Text....................not installed! (not required / for stats) o GD::Graph...................not installed! (not required / for stats) o GD::Graph::lines............not installed! (not required / for stats) o GD::Text::Align.............not installed! (not required / for stats) o PDF::API2......................not installed! (not required / for PDF required!) o Compress::Zlib..............ok (v1.42) o XML::Parser....................ok (v2.34) [root@rhel bin]# ---------------------------------------------------------------------------- ------------------------ Nadeem Ahmad Associate Network Administrator Network Operations Centre I2c Incorporated

2 3

OTRS reporting
by Trasschaert Karl 16 Jan '09

16 Jan '09

Hi, I would like to create stats or reporting about Nubers of ticket Answered/Closed in the sla times.%in the sla time ans % out of the sla times. And stats about new to open and new to closed time. Can someone help me to make the configuration of the stat module ? I also have a problem, i cannot make graphics with the stats module, what can be wrong with my config ? Thanks in advance Karl _________________________________________________________________ Vous pouvez désormais lire tous vos comptes e-mails à un endroit. Gagnez du temps grâce à Windows Live ! http://www.microsoft.com/windows/windowslive/default.aspx

2 4

customise priority by queue
by startx 16 Jan '09

16 Jan '09

Hello All, Mee to, I was playing just for doing some test but I need to customise Priority for some queues.I want to create some queues with different priorities ex: Queue |Priority | hardware |1,2,3,4,5 software instalation |1,2 account creation |2,3,4 Does anyone give me some clues to do that ? Thank you in advance. M. Martin

2 4

Re: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers?
by Obee, Daniel 16 Jan '09

16 Jan '09

In this case I'd recommend to go with different queues for internal requests. You might want the internal inquirers to get informed about progression of their tasks and maybe even have them use the customer interface - but maybe not for the external customers. The 'move back in just one queue' is possible with a ticket ACL in the config.pm. If not a simple work instruction perhaps gets you further than a system restriction. Depending on how many people work in 2nd level, it could be done by just telling them not to send emails to external customers?! Greets Daniel Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Christian Weiß Gesendet: Freitag, 16. Januar 2009 10:05 An: 'User questions and discussions about OTRS.' Betreff: Re: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers? Hello, Thank you very much for this tip! Unfortunately, I think that's not an option. We also have a workflow wherein internal employees (which are not otrs agents) can send emails directly to the 2nd level queue, so we need the "answers"-possibility. I could add a queue "Websites::From Helpdesk" wherein I remove the "answers", but that seems a little bit weird for me too, because I need to create another queue for every 2nd level main queue. And I also have to restrict this queues in a way that they can only move the tickets back to the 1st level queue and not to any other queue, where we again have the "answers" problem. Isn't my scenario a common workflow? I really like OTRS in terms of end user communication, but we are some experiencing problems in terms of internal communications. (this scenario, internal tickets from agents, ...) Any other suggestions? Thanks in advance, Christian Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Obee, Daniel Gesendet: Freitag, 16. Jänner 2009 09:38 An: User questions and discussions about OTRS. Betreff: Re: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers? If you don't want to have the agents answer out of a queue, simply remove the empty answer off that queue. No answer - no mail. You could as well fiddle around with ACLs and stuff, but I guess this would be the simplest opion. Move them into 2nd level queues and back when solved. I had a system running where we used the split option. This was practical for a scenario where the customer never had to be informed about the outcome of a 2nd level task. 1st level took care about the customer - 2nd level solved the reported bug/error. Greets Daniel Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Christian Weiß Gesendet: Freitag, 16. Januar 2009 09:13 An: otrs(a)otrs.org Betreff: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers? Hello, we are using OTRS for the communication with our end customers (Helpdesk = 1st Level Support) as well as for our internal communications ("Accounting", "Websites", ... = 2nd Level Support). Consider the following scenario: - An end customer sends a request to our "Helpdesk". (Example: "I get an error XYZ on the web page") - The helpdesk agent cannot answer this request and has to pass this problem to the 2nd Level Queue "Websites". - The "Websites" agent is not allowed to communicate directly to the end customer! He may only answer back to the "Helpdesk" agent. - So the "Websites" agent reports to the helpdesk agent when the problem is marked as solved - The helpdesk agent sends an info to the end customer So this is my question: How can I setup the OTRS system in a way, that only 1st level support agents are allowed to communicate with end customers. If there's a need for escalation to 2nd level support, the agent from this queue must not communicate directly with the end customer. He may only communicate with the 1st level support agent. I tried following approaches: 1.) Move tickets ========================= The helpdesk agent "moves" the ticket to the 2nd level queue and attaches a note with additional infos. The 2nd level agent answers to the 1st level by moving the ticket back to the 1st level queue and attaching a note. Positive: all the communication is in one ticket. Negative: if the 2nd level agent (unintentionally) clicks on "Answer", he communicates with the end customer. But this must not happen! Also, you can't clearly see in the ticket, which notes were written by 1st level and which by 2nd level. 2.) Split tickets ========================= The helpdesk agent "splits" the ticket and sets his own personal email address as "sender". he selects the 2nd level queue as target queue and modifies the body. The 2nd level now gets a new ticket and communicate only with the helpdesk agent. Positive: 2nd level is not able to communicate with end customers. Negative: The 1st level agent sees the ticket as a child ticket in his 1st level ticket. But he is not allowed to see the details of the ticket, unless I give the helpdesk complete read access to the 2nd level. The 1st level agent has to communicate with the 2nd level through his mail client because he set his own email address as sender. So the helpdesk has to use two different systems (otrs and personal mail account) 1st level agent has to manually change the sender-address in the "split ticket view". If he forgets this, the end customer is set as the sender of the new ticket. And some other annoying problems. I'm not happy with both approaches. (neither is my boss *g*) How do you handle this scenario? Thanks for any hints and tricks! With best regards, Christian Weiss

1 0

Regarding LDAP and DB backend OTRS Configuration
by vishal sanghi 16 Jan '09

16 Jan '09

Hi Did anyone having the configuration for the more than one customer backend with OTRS. I want to do the configuration for a LDAP and a DB backend of OTRS. I had gone through the configuration manual and configured it but the problem is login (Cusotmer.pl) is working for LDAP authentication but not the OTRS DB backend. I am able to create the user for DB Backend from agent admin login. Any help must be appreciated. Thanks Vishal Sanghi Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

1 0

Re: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers?
by Obee, Daniel 16 Jan '09

16 Jan '09

If you don't want to have the agents answer out of a queue, simply remove the empty answer off that queue. No answer - no mail. You could as well fiddle around with ACLs and stuff, but I guess this would be the simplest opion. Move them into 2nd level queues and back when solved. I had a system running where we used the split option. This was practical for a scenario where the customer never had to be informed about the outcome of a 2nd level task. 1st level took care about the customer - 2nd level solved the reported bug/error. Greets Daniel Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Christian Weiß Gesendet: Freitag, 16. Januar 2009 09:13 An: otrs(a)otrs.org Betreff: [otrs] how to handle internal tickets? 2nd level may not communicate with end customers? Hello, we are using OTRS for the communication with our end customers (Helpdesk = 1st Level Support) as well as for our internal communications ("Accounting", "Websites", ... = 2nd Level Support). Consider the following scenario: - An end customer sends a request to our "Helpdesk". (Example: "I get an error XYZ on the web page") - The helpdesk agent cannot answer this request and has to pass this problem to the 2nd Level Queue "Websites". - The "Websites" agent is not allowed to communicate directly to the end customer! He may only answer back to the "Helpdesk" agent. - So the "Websites" agent reports to the helpdesk agent when the problem is marked as solved - The helpdesk agent sends an info to the end customer So this is my question: How can I setup the OTRS system in a way, that only 1st level support agents are allowed to communicate with end customers. If there's a need for escalation to 2nd level support, the agent from this queue must not communicate directly with the end customer. He may only communicate with the 1st level support agent. I tried following approaches: 1.) Move tickets ========================= The helpdesk agent "moves" the ticket to the 2nd level queue and attaches a note with additional infos. The 2nd level agent answers to the 1st level by moving the ticket back to the 1st level queue and attaching a note. Positive: all the communication is in one ticket. Negative: if the 2nd level agent (unintentionally) clicks on "Answer", he communicates with the end customer. But this must not happen! Also, you can't clearly see in the ticket, which notes were written by 1st level and which by 2nd level. 2.) Split tickets ========================= The helpdesk agent "splits" the ticket and sets his own personal email address as "sender". he selects the 2nd level queue as target queue and modifies the body. The 2nd level now gets a new ticket and communicate only with the helpdesk agent. Positive: 2nd level is not able to communicate with end customers. Negative: The 1st level agent sees the ticket as a child ticket in his 1st level ticket. But he is not allowed to see the details of the ticket, unless I give the helpdesk complete read access to the 2nd level. The 1st level agent has to communicate with the 2nd level through his mail client because he set his own email address as sender. So the helpdesk has to use two different systems (otrs and personal mail account) 1st level agent has to manually change the sender-address in the "split ticket view". If he forgets this, the end customer is set as the sender of the new ticket. And some other annoying problems. I'm not happy with both approaches. (neither is my boss *g*) How do you handle this scenario? Thanks for any hints and tricks! With best regards, Christian Weiss

2 1

State names translation
by Adam Bator 16 Jan '09

16 Jan '09

Hi, I have done some translation for the needs of my organization in OTRS. One of the things that I have changed are the state names for tickets - they are held in database as strings. Unfortunatly now I am having a lot of problems as some config files still hold the original names. Can anyone tell me how can I do the translation without going to console and changing everythin menualy in the config files. (I am afraid what will hapen when new version will come out and my changes will be overwriten) Regards Adam

1 0

how to handle internal tickets? 2nd level may not communicate with end customers?
by Christian Weiß 16 Jan '09

16 Jan '09

Hello, we are using OTRS for the communication with our end customers (Helpdesk = 1st Level Support) as well as for our internal communications (Accounting, Websites, = 2nd Level Support). Consider the following scenario: - An end customer sends a request to our Helpdesk. (Example: I get an error XYZ on the web page) - The helpdesk agent cannot answer this request and has to pass this problem to the 2nd Level Queue Websites. - The Websites agent is not allowed to communicate directly to the end customer! He may only answer back to the Helpdesk agent. - So the Websites agent reports to the helpdesk agent when the problem is marked as solved - The helpdesk agent sends an info to the end customer So this is my question: How can I setup the OTRS system in a way, that only 1st level support agents are allowed to communicate with end customers. If theres a need for escalation to 2nd level support, the agent from this queue must not communicate directly with the end customer. He may only communicate with the 1st level support agent. I tried following approaches: 1.) Move tickets ========================= The helpdesk agent moves the ticket to the 2nd level queue and attaches a note with additional infos. The 2nd level agent answers to the 1st level by moving the ticket back to the 1st level queue and attaching a note. Positive: all the communication is in one ticket. Negative: if the 2nd level agent (unintentionally) clicks on Answer, he communicates with the end customer. But this must not happen! Also, you cant clearly see in the ticket, which notes were written by 1st level and which by 2nd level. 2.) Split tickets ========================= The helpdesk agent splits the ticket and sets his own personal email address as sender. he selects the 2nd level queue as target queue and modifies the body. The 2nd level now gets a new ticket and communicate only with the helpdesk agent. Positive: 2nd level is not able to communicate with end customers. Negative: The 1st level agent sees the ticket as a child ticket in his 1st level ticket. But he is not allowed to see the details of the ticket, unless I give the helpdesk complete read access to the 2nd level. The 1st level agent has to communicate with the 2nd level through his mail client because he set his own email address as sender. So the helpdesk has to use two different systems (otrs and personal mail account) 1st level agent has to manually change the sender-address in the split ticket view. If he forgets this, the end customer is set as the sender of the new ticket. And some other annoying problems. Im not happy with both approaches. (neither is my boss *g*) How do you handle this scenario? Thanks for any hints and tricks! With best regards, Christian Weiss

1 0

Composing Answer to Non-Owned Ticket
by Weindel Frank 15 Jan '09

15 Jan '09

Hello All, Is it possible to allow agents that do NOT own a ticket to compose an answer to a ticket? Just so he/she can suggest something to the ticket, but not hold ownership of it. Writing a Note with type note-external doesn't seem to send out a reply e-mail. Thanks, Frank

1 0

Changing display of "Age" on Customer "My Tickets" page
by bis 15 Jan '09

15 Jan '09

Could anyone be kind enough to advise me how I go about changing the display of "Age" on the Customer "My Tickets" page? I want to make it display only the day and not the hours and minutes. Many thanks Bis Dasgupta

1 0

OTRS Leaking LDAP Connections
by Lauri Jesmin 15 Jan '09

15 Jan '09

Hello! I Have problem with OTRS leaking CustomerUser LDAP connections. I Do not know exactly, when it happens but it seems to be related to viewing queues and zooming to issues. I have user authentication in one LDAP server, users in MySQL and customerusers in another LDAP server. OTRS is version 2.3.3 + ITSM latest modules. OTRS is working as fastcgi process. My customeruser LDAP configuration is attached.. -- Lauri Jesmin lauri.jesmin(a)ut.ee

1 0

Multi tenancy Feature of OTRS
by Ragho, Vinayak 15 Jan '09

15 Jan '09

Friends, I am intending to configure and test multi tenancy feature of OTRS, with SSO as below, please let me know is this possible option with OTRS or some development will be required. 1. Single Instance of OTRS deployed on High End server by "Company X" ( Service Provider) 2. Three Customer Company created in OTRS namely ("Company A", "Company B" and "Company C") 3. Employees of "Company X" will login as agents to service tickets generated by Customer Company A, B, C in the respective company queues AL1, AL2, AL3, BL1, BL2, BL3, CL1, CL2, Cl3 etc based on ticket severity. 4. "Company X" has its own MS Active Directory (LDAP Server for login) and MS Exchange mail server (To fetch tickets in queue) will be used by OTRS for Agent login authentication and mail fetching. 5. Customer "Company A" has its own MS Active Directory implementation, to which secure LDAP connective access is given for OTRS. So Employees of "Company A" can login to OTRS Customer A Page using their own user id and password. 6. Employees of "Company A" will be able to raise ticket either by sending email, or by login in using "Company A" specific web page of OTRS. 7. Customer "Company B" does not want to give access to their LDAP server, hence we need to create few user ids for employees of this company in OTRS db using which they will login in using "Company B" specific web page of OTRS. 8. Customer "Company C" has its own Novell Directory Server implementation, to which secure LDAP connective access is given for OTRS. So Employees of "Company C" can login to OTRS Customer C Page using their own user id and password. 9. Employees of "Company C" will be able to raise ticket either by sending email, or by login in using "Company C" specific web page of OTRS. I want to know from you people, is this possible to achieve in OTRS? If no then which point is not possible, why not and what is alternative? If yes, they currently we facing challenges to create 2nd company B and specific web page for the same, that is point 7, Please share your views. Regards Vinayak

1 0

Re: [otrs] Use more than one customer backend with OTRS
by Tamara B. Chikumbi 15 Jan '09

15 Jan '09

I also need the same solution but for me. I am able to create a user when I log in as admin and they can log into the DB and create a user . I followed the configuration from http://trinityhome.org <http://trinityhome.org/> . But I am somehow failing to make the LDAP work. How did you manage and how does it work. I am confused pls help. Thanks ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of vishal sanghi Sent: Thursday, January 15, 2009 8:55 AM To: otrs(a)otrs.org Subject: [otrs] Use more than one customer backend with OTRS Hi Did anyone having the configuration for the more than one customer backend with OTRS. I want to do the configuration for a LDAP and a DB backend of OTRS. I had gone through the configuration manual and configured it but the problem is login(Cusotmer.pl) is working for LDAP authentication but not the OTRS DB backend. I am able to create the user for DB Backend from agent admin login. Any help must be appreciated. Thanks Vishal Sanghi ________________________________ Cricket on your mind? Visit the ultimate cricket website. Enter now! <http://in.rd.yahoo.com/tagline_cricket_1/*http:/beta..cricket.yahoo.com >

1 0

Use more than one customer backend with OTRS
by vishal sanghi 15 Jan '09

15 Jan '09

Hi Did anyone having the configuration for the more than one customer backend with OTRS. I want to do the configuration for a LDAP and a DB backend of OTRS. I had gone through the configuration manual and configured it but the problem is login(Cusotmer.pl) is working for LDAP authentication but not the OTRS DB backend. I am able to create the user for DB Backend from agent admin login. Any help must be appreciated. Thanks Vishal Sanghi Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

1 0

Make customer user email address optional
by Samphan Raruenrom 14 Jan '09

14 Jan '09

We use OTRS to keep track of phone support tickets ourselves, i.e. we add a phone ticket to record a telephone support conversation. The agents usually have to add new customer user. However they don't usally have the customer's email address because customers don't need to keep track of their tickets. The tickets are only for our own purpose, e.g. SLA and making reports. However, OTRS require a unique email address for each customer user, which is needed to be made up. *Is it possible to configure OTRS in anyway to make the customer user's email address optional? * -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/ -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/

1 0

Subject Parameter Not Being Passed to CustomerTicketZoom.dtl
by Buice, David R 14 Jan '09

14 Jan '09

OTRS Administrators, I am running OTRS 2.3.1 on a Solaris 10 server. When my customers "zoom" in on one of their tickets they do not see the Subject name in the response section of the ticket. As near as I can tell, the value "$QData{"Subject"}", which is being passed to the HTML document by the template 'CustomerTicketZoom.dtl', is blank when, in fact, it should have the same value as the Subject shown at the beginning of the ticket. Can anyone tell me why this value would be blank? Thank you, David Buice Infrastructure Specialist/SDC-INT 2032653 ITIL Foundation Certified EDS, an HP Company PSIC Operations 7000 Chicago Rd. Warren, MI 48092-1663 Mailstop 430-202-380 Tel: +01 586 575-4525 Fax: +01 586 575-0090 Mobile: +01 248 249-9122 E-mail: david.buice(a)eds.com <mailto:name.name@eds.com> We deliver on our commitments so you can deliver on yours.

2 1

multiple installation linked together
by Marco Vannini 14 Jan '09

14 Jan '09

Hi all, I would like to know your opinion about having multiple installation that can communicates each other. The motivation is that otrs, in our case, is used for interdepartment requests and every department would like to manage its queue, agent and other (time accounting specially). So my idea is to have one otrs where requests are created, than, if we have to delegate some opration to other, we put the ticket in pending and in some way it goes via mail to the other otrs and so on up to a final mail returning to us that close or reopen the ticket for its final step. There is other way to do that ? there is some tool for integrates many otrs installation ? it could be a future request having a super account that manage all the sub installation ? what do think ? Thank you in advance. MV

3 5

strawberry error
by sol sol 14 Jan '09

14 Jan '09

hi, i got lots of times the same error in my apache log concerning strawberry; this is the error : ] Use of uninitialized value $_ in -d at XXXXXX/StrawberryPerl/perl/lib/CGI.pm line 4083 the text at this lines says : this feature was supposed to provide per-user tmpfiles, but it is problematic. so how important is this feature used on a win 32?

1 0

ldap
by Tamara B. Chikumbi 14 Jan '09

14 Jan '09

Hi, I am new to ldap as well as linux. I am using fedora 9. I can log in using the browser. I am getting confused on how to use ldap. Do I send an email to otrs sytem from my outlook or do I log into the system using my exchange username. Please help. Thanks

1 0

Creating duplicate Customer Login screen
by bis 14 Jan '09

14 Jan '09

Hi my query is about the Login page for customers at /otrs/customer.pl What I want to do is to create a duplicate page with exactly the same functionality, which can be logged in to through the front end by users etc. for testing purposes How do I go about doing this? Thanks a lot

2 3

Re: [otrs] User LDAP authentication
by Bart Wallace 14 Jan '09

14 Jan '09

Yes, I have the same setup/configuration - and now it works fine. However, when this authentication type is enabled, how do you use for instance, root@localhost or perhaps a local admin accout (set up so I don't use root@localhost)? I can create an LDAP admin account used for purposes of OTRS administration, but I'm wondering if there is a way to have a local account login with the LDAP authentication enabled. Bart >>> ohliger(a)fh-rosenheim.de 01/11 10:30 AM >>> Both, think that is right. I am using for agent and customer interface the same eDir but with different authorization mechanism (group membership). regards Christoph Free BSD schrieb: > Bart Wallace wrote: > >> if I have a local OTRS agent account, when I enable >> $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP, I am unable to use >> that local account as it does not exist in LDAP. How do you work around >> this, or does it matter to you in your installation? >> >> Thanks for the help, >> >> Bart >> >> >> > Dear Bart > > I don't have any experience with eDir, sorry. But I'm using Active > Directory for customer authentication, and local mysql for agent > authentication. The Agent accounts I created are identical to their > accounts in the AD. However, since OTRS offers two different areas for > loggin into the system, they are authenticated differently. If they are > using the customer interface, they are logged in as customer, and if > from agent interface, then they have agent rights. > > My guess is, you might not be using two separate authentication modules > here. I might be wrong, someone with more experience will be able to > clarify and point my mistake, but if you don't have the agent accounts > in the LDAP tree (or the eDir tree), then maybe you should either create > those accounts or use mysql (or similar) backend for agent authentication. > > Hope this helps. > _______________________________________________ > 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

2 1

Re: [otrs] Problem with configuring new queue
by L Marshall 13 Jan '09

13 Jan '09

>Well, it looks like the mails do >not come to server. How >could I manually >pop the address? In log there >is no info. I think it is... System | Postmaster Addresses (If not it's postmaster somthing). There is a "Run Now" option for each configured mailbox. The log should then note that it retreived x messages. The system log should also note when the other queues retreive messages. (Fairly certain this is configured under a cron job.) Q

2 1

Filter rules
by Piotr Modlinger 13 Jan '09

13 Jan '09

Hello, how could I define filter to send emails only to two addresses for example: addres1(a)domain.com, address2(a)domain.com. I know that I have to make chnges in Config.pm. Do you know how to define regular expression to filter all messages that don't contain addres1(a)domain.com, address2(a)domain.com in TO =>. Thanks.

1 0

Notification not send to customer
by Trasschaert Karl 13 Jan '09

13 Jan '09

Hi Everybody, I'm using OTRS 2.2.7 on a UBUNTU server. First i'v installed a older version of OTRS on my server and the notifications where working correctly. Now when a customer create a new ticket By e-mail, he didn't get any notification for open/close/owner Change or moved ticket. But The agent get the notifications and if we answer to the ticket, the customer get the answer. ( So i think i can say that the smtp server is well configured. In the admin the autoresponse <-->queue is configured I also done that : In version 2.2.4, the line (4192) is: Before: if (!$Param{SendNoNotification}){ After: if (!$Param{SendNoNotification} && $State{TypeName} eq 'closed' ){ But didn't did the trick. Any idea? Thx in advance _________________________________________________________________ Vous pouvez désormais lire tous vos comptes e-mails à un endroit. Gagnez du temps grâce à Windows Live ! http://www.microsoft.com/windows/windowslive/default.aspx

1 1

Multiple ldap servers
by Guillaume Rehm 12 Jan '09

12 Jan '09

Hi list, Is it possible to define in OTRS more than one ldap server to prevent server off-line ? I try to put a perl array in config.pm file for ldap host but this doesn't work correctly. If the first element of the array doesn't respond, OTRS say: can't connect to first element host and don't try to connect to the second ! Do you have a solution ? Thanks in advance. -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

2 3

Re: [otrs] Oracle drivers
by Sajit Kalidas 12 Jan '09

12 Jan '09

Hi All, Any help on this will be appreciated. Thanks Sajit From: Sajit Kalidas Sent: 06 January 2009 08:39 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Oracle drivers Hi Michiel, Many thanks for your held thus far. D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG>dmake Skip blib\lib\DBD\Oracle.pm (unchanged) Skip blib\lib/oraperl.ph (unchanged) Skip blib\arch\auto\DBD\Oracle/dbdimp.h (unchanged) Skip blib\arch\auto\DBD\Oracle/ocitrace.h (unchanged) Skip blib\lib/Oraperl.pm (unchanged) Skip blib\arch\auto\DBD\Oracle/Oracle.h (unchanged) Skip blib\lib\DBD\Oracle\GetInfo.pm (unchanged) cp mk.pm blib\arch\auto\DBD\Oracle/mk.pm gcc -c -ID:/oracle/instantclient_11_1/sdk/include -ID:/oracle/instantclient_11_ 1/rdbms/demo -ID:\OTRS\Perl\perl\site\lib\auto\DBI -s -O2 -DWIN32 -DHAVE_DE S_FCRYPT -DPERL_IMPLICIT_CONTEXT -DPERL_IMPLICIT_SYS -fno-strict-aliasing -DPERL _MSVCRT_READFIX -s -O2 -DVERSION=\"1.22\" -DXS_VERSION=\"1.22\" "-ID:\OTR S\Perl\perl\lib\CORE" -Wall -Wno-comment -DUTF8_SUPPORT -DNEW_OCI_INIT -DORA_OC I_VERSION=\"11.1.0.7\" Oracle.c Oracle.c: In function `boot_DBD__Oracle': Oracle.c:2078: warning: unknown conversion type character `_' in format Oracle.c:2078: warning: too many arguments for format gcc -c -ID:/oracle/instantclient_11_1/sdk/include -ID:/oracle/instantclient_11_ 1/rdbms/demo -ID:\OTRS\Perl\perl\site\lib\auto\DBI -s -O2 -DWIN32 -DHAVE_DE S_FCRYPT -DPERL_IMPLICIT_CONTEXT -DPERL_IMPLICIT_SYS -fno-strict-aliasing -DPERL _MSVCRT_READFIX -s -O2 -DVERSION=\"1.22\" -DXS_VERSION=\"1.22\" "-ID:\OTR S\Perl\perl\lib\CORE" -Wall -Wno-comment -DUTF8_SUPPORT -DNEW_OCI_INIT -DORA_OC I_VERSION=\"11.1.0.7\" dbdimp.c dbdimp.c: In function `dbd_discon_all': dbdimp.c:199: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_db_login6': dbdimp.c:738: warning: int format, long unsigned int arg (arg 9) dbdimp.c:350: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_cancel': dbdimp.c:842: warning: long unsigned int format, int arg (arg 8) dbdimp.c: In function `ora_db_disconnect': dbdimp.c:867: warning: unused variable `Perl___notused' dbdimp.c: In function `createxmlfromstring': dbdimp.c:1066: warning: long int format, int arg (arg 2) dbdimp.c:1039: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_realloc_phs_array': dbdimp.c:1323: warning: unused variable `Perl___notused' dbdimp.c: In function `dbd_rebind_ph_char': dbdimp.c:2197: warning: int format, IV arg (arg 5) dbdimp.c: In function `pp_rebind_ph_rset_in': dbdimp.c:2286: warning: unused variable `Perl___notused' dbdimp.c: In function `pp_exec_rset': dbdimp.c:2381: warning: unused variable `Perl___notused' dbdimp.c: In function `dbd_rebind_ph_xml': dbdimp.c:2423: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_bind_ph': dbdimp.c:2743: warning: int format, IV arg (arg 2) dbdimp.c:2752: warning: int format, IV arg (arg 2) dbdimp.c:2786: warning: int format, IV arg (arg 3) dbdimp.c:2799: warning: unknown conversion type character `_' in format dbdimp.c: In function `ora_st_execute': dbdimp.c:2912: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_execute_array': dbdimp.c:3328: warning: unused variable `sv2' dbdimp.c:3150: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_finish': dbdimp.c:3491: warning: long unsigned int format, int arg (arg 8) dbdimp.c:3454: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_destroy': dbdimp.c:3587: warning: long unsigned int format, int arg (arg 8) gcc -c -ID:/oracle/instantclient_11_1/sdk/include -ID:/oracle/instantclient_11_ 1/rdbms/demo -ID:\OTRS\Perl\perl\site\lib\auto\DBI -s -O2 -DWIN32 -DHAVE_DE S_FCRYPT -DPERL_IMPLICIT_CONTEXT -DPERL_IMPLICIT_SYS -fno-strict-aliasing -DPERL _MSVCRT_READFIX -s -O2 -DVERSION=\"1.22\" -DXS_VERSION=\"1.22\" "-ID:\OTR S\Perl\perl\lib\CORE" -Wall -Wno-comment -DUTF8_SUPPORT -DNEW_OCI_INIT -DORA_OC I_VERSION=\"11.1.0.7\" oci8.c oci8.c: In function `oci_db_handle': oci8.c:476: warning: unused variable `my_perl' oci8.c: In function `oci_st_handle': oci8.c:493: warning: unused variable `my_perl' oci8.c: In function `ora_utf8_to_bytes': oci8.c:849: warning: unused variable `my_perl' oci8.c: In function `fetch_cleanup_rset': oci8.c:960: warning: unused variable `Perl___notused' oci8.c: In function `fetch_func_rset': oci8.c:984: warning: unused variable `Perl___notused' oci8.c: In function `dbd_rebind_ph_lob': oci8.c:1095: warning: long int format, ub4 arg (arg 2) oci8.c: In function `fetch_func_autolob': oci8.c:1559: warning: unused variable `my_perl' oci8.c: In function `calc_cache_rows': oci8.c:1597: warning: unused variable `my_perl' oci8.c: In function `get_attr_val': oci8.c:1655: warning: unknown conversion type character `O' in format oci8.c:1655: warning: char format, different type arg (arg 6) oci8.c:1655: warning: too many arguments for format oci8.c:1672: warning: unknown conversion type character `O' in format oci8.c:1672: warning: char format, different type arg (arg 6) oci8.c:1672: warning: too many arguments for format oci8.c: In function `get_object': oci8.c:1911: warning: int format, pointer arg (arg 6) oci8.c: In function `fetch_get_piece': oci8.c:2024: warning: int format, pointer arg (arg 6) oci8.c:2047: warning: int format, pointer arg (arg 7) oci8.c:2056: warning: long unsigned int format, int arg (arg 8) oci8.c:2060: warning: unused variable `Perl___notused' oci8.c: In function `ora_describe': oci8.c:2823: warning: long int format, ub4 arg (arg 2) oci8.c:2963: warning: int format, pointer arg (arg 6) oci8.c: In function `ora_st_fetch': oci8.c:3048: warning: long unsigned int format, int arg (arg 8) oci8.c:3063: warning: long unsigned int format, int arg (arg 8) oci8.c:3074: warning: long unsigned int format, int arg (arg 8) oci8.c:3084: warning: unused variable `Perl___notused' oci8.c:3091: warning: unused variable `Perl___notused' oci8.c: In function `init_lob_refetch': oci8.c:3556: warning: long int format, ub4 arg (arg 2) oci8.c:3596: warning: long int format, int arg (arg 2) oci8.c:3614: warning: int format, long int arg (arg 3) Running Mkbootstrap for DBD::Oracle () D:\OTRS\Perl\perl\bin\perl.exe "-Id:/OTRS/Perl/perl/lib" "-Id:/OTRS/Perl/perl/li b" -MExtUtils::Command -e chmod 644 Oracle.bs dlltool --def Oracle.def --output-exp dll.exp g++ -o blib\arch\auto\DBD\Oracle\Oracle.dll -Wl,--base-file -Wl,dll.base -mdll - s -L"c:\strawberry\perl\lib\CORE" -L"C:\strawberry\c\lib" Oracle.o dbdimp.o oci8.o -Wl,--image-base,0x23170000 D:\OTRS\Perl\perl\lib\CORE\libperl58 .a liboci.a dll.exp Oracle.o:Oracle.c:(.text+0x653c): undefined reference to `OCILobGetChunkSize' dbdimp.o:dbdimp.c:(.text+0xce4f): undefined reference to `OCINlsCharSetIdToName' dbdimp.o:dbdimp.c:(.text+0xce75): undefined reference to `OCINlsCharSetIdToName' collect2: ld returned 1 exit status dmake: Error code 129, while making 'blib\arch\auto\DBD\Oracle\Oracle.dll' D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG>dmake test dlltool --def Oracle.def --output-exp dll.exp g++ -o blib\arch\auto\DBD\Oracle\Oracle.dll -Wl,--base-file -Wl,dll.base -mdll - s -L"c:\strawberry\perl\lib\CORE" -L"C:\strawberry\c\lib" Oracle.o dbdimp.o oci8.o -Wl,--image-base,0x23170000 D:\OTRS\Perl\perl\lib\CORE\libperl58 .a liboci.a dll.exp Oracle.o:Oracle.c:(.text+0x653c): undefined reference to `OCILobGetChunkSize' dbdimp.o:dbdimp.c:(.text+0xce4f): undefined reference to `OCINlsCharSetIdToName' dbdimp.o:dbdimp.c:(.text+0xce75): undefined reference to `OCINlsCharSetIdToName' collect2: ld returned 1 exit status dmake: Error code 129, while making 'blib\arch\auto\DBD\Oracle\Oracle.dll' D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG>dmake install dlltool --def Oracle.def --output-exp dll.exp g++ -o blib\arch\auto\DBD\Oracle\Oracle.dll -Wl,--base-file -Wl,dll.base -mdll - s -L"c:\strawberry\perl\lib\CORE" -L"C:\strawberry\c\lib" Oracle.o dbdimp.o oci8.o -Wl,--image-base,0x23170000 D:\OTRS\Perl\perl\lib\CORE\libperl58 .a liboci.a dll.exp Oracle.o:Oracle.c:(.text+0x653c): undefined reference to `OCILobGetChunkSize' dbdimp.o:dbdimp.c:(.text+0xce4f): undefined reference to `OCINlsCharSetIdToName' dbdimp.o:dbdimp.c:(.text+0xce75): undefined reference to `OCINlsCharSetIdToName' collect2: ld returned 1 exit status dmake: Error code 129, while making 'blib\arch\auto\DBD\Oracle\Oracle.dll' D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG> ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

1 0

Regarding LDAP Configuration
by vishal sanghi 12 Jan '09

12 Jan '09

Hi I had configured the in the index.pl sucessfully. But when I am configuring the customer part I am getting the following error. I have also attached the error screen shot. Kindly help me for the same. Error: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece� The config files data #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.1.1.1'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=otrstest,DC=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrstest\otrs1'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'otrs@123'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '10.1.1.1', BaseDN => 'DC=otrstest,DC=com', SSCOPE => 'sub', UserDN =>'otrstest\otrs1', UserPw => 'otrs@123', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; # $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_ldap_allow_C,OU=Groups,OU=BaseOU,DC=example,DC=com'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN' Thanks and regards Vishal Sanghi Bollywood news, movie reviews, film trailers and more! Go to http://in.movies.yahoo.com/

1 0

Re: [otrs] User LDAP authentication
by Bart Wallace 11 Jan '09

11 Jan '09

Christoph, Thanks for the reply. That was my issue. I'd seen the 'member' referenced in a few other postings, but didn't realize that I also needed to enable the sync for the agents. Once I put that all together, I'm working fine. It seems though, that this is an all or nothing thing. In other words, if I have a local OTRS agent account, when I enable $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP, I am unable to use that local account as it does not exist in LDAP. How do you work around this, or does it matter to you in your installation? Thanks for the help, Bart >>> ohliger(a)fh-rosenheim.de 01/08 12:39 AM >>> Bart, we are also using eDir. I think you have to change the Filter string to member $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; The attribut of the group is named member not memberUID. regards Christoph Bart Wallace schrieb: > Hello, > > I have User LDAP authentication working using Novell's eDirectory as > the backend but want to make the addition of requiring group membership. > When I enable the group code: > $Self->{'AuthModule::LDAP::GroupDN'} = > 'cn=HelpDeskAgents,ou=office,o=protected'; > I get the following error: > User: blw authentication failed, no LDAP group entry > foundGroupDN='cn=HelpDeskAgents,ou=office,o=protected', > Filter='(memberUID=cn=blw,ou=OFFICE,o=protected)'! (REMOTE_ADDR: > 10.xx.xx.xx). > > Here is the relevant config.pm code: > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > $Self->{'AuthModule::LDAP::Host'} = 'vos1.protected.protected.us'; > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=office,o=protected'; > $Self->{'AuthModule::LDAP::UID'} = 'cn'; > > # Check if the user is allowed to auth in a posixGroup > # (e. g. user needs to be in a group xyz to use otrs) > $Self->{'AuthModule::LDAP::GroupDN'} = > 'cn=HelpDeskAgents,ou=office,o=protected'; > $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUID'; > # for ldap posixGroups objectclass (just uid) > # $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; > # for non ldap posixGroups objectclass (with full user dn) > $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; > > # The following is valid but would only be necessary if the > # anonymous user do NOT have permission to read from the LDAP tree > $Self->{'AuthModule::LDAP::SearchUserDN'} = > 'cn=ldapproxy,o=protected'; > $Self->{'AuthModule::LDAP::SearchUserPw'} = 'protected'; > > # in case you want to add always one filter to each ldap query, > use > # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => > '(objectclass=user)' > $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; > > # in case you want to add a suffix to each login name, then > # you can use this option. e. g. user just want to use user but > # in your ldap directory exists user@domain. > # $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; > > # Net::LDAP new params (if needed - for more info see perldoc > Net::LDAP) > $Self->{'AuthModule::LDAP::Params'} = { > port => 389, > timeout => 120, > async => 0, > version => 3, > }; > > > My group, HelpDeskAgents, has the posixGroup extensions and I have > tried both the posixGroups and the non ldap posixGroups but get the same > results. Currently I'm set for non ldap posixGroups. > > Here is a command line ldapsearch against the same LDAP directory for > the group HelpDeskAgents: > ldapsearch -h vos1.protected.protected.us -p 389 -D > cn=ldapproxy,o=protected -W -b "ou=office,o=protected" -x > "(&(objectClass=Group)(cn=HelpDeskAgents))" > Enter LDAP Password: > > # extended LDIF > # > # LDAPv3 > # base <ou=office,o=protected> with scope subtree > # filter: (&(objectClass=Group)(cn=HelpDeskAgents)) > # requesting: ALL > # > > # HelpDeskAgents, OFFICE, PROTECTED > dn: cn=HelpDeskAgents,ou=OFFICE,o=PROTECTED > uamPosixWorkstationList: cn=UNIX Workstation - > SERVERNAME,ou=OFFICE,o=PROTECTED > gidNumber: 601 > equivalentToMe: cn=blw,ou=OFFICE,o=PROTECTED > objectClass: groupOfNames > objectClass: Top > objectClass: posixGroup > objectClass: uamPosixGroup > member: cn=blw,ou=OFFICE,o=PROTECTED > cn: HelpDeskAgents > ACL: 2#entry#[Root]#member > ACL: 2#entry#[Public]#gidNumber > ACL: 2#entry#[Public]#uamPosixWorkstationList > ACL: 2#entry#[Public]#member > ACL: 1#entry#[Public]#cn > ACL: 2#entry#[Public]#uamPosixPAMServiceExcludeList > > # search result > search: 2 > result: 0 Success > > # numResponses: 2 > # numEntries: 1 > > Any assistance would be greatly appreciated. > > Thanks, > > Bart > _______________________________________________ > 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

New field related query.
by Nusrat Akhter 11 Jan '09

11 Jan '09

Hi, Can anyone please answer my questions: 1) I modified the CustomerTicket Message.dtl to add new field 'Category'. This is a drop down filed. It is retrieved the vales from TicketFreeTextFiled1. Now I can see the new field to Customer New Ticket creation page. But this new field 'Category ' is not viewable in the Ticket Zoom page. How to configure this? How to do the same thing from SysConfig. 2) I want to view the same filds at the Agent/Admin New Ticket add form and also in teh Compose Mail interface. How? 3) Do anyne have documet regarding the sysconfig. I have Admin manual but the this part is not detailed. Specially if any configuration chnaged which page will be effeceted. 4) I add free article field 'Work' from sysConfig. But can not see the effect in any page. Which page will be effected? Please annswer my mail , Please. This is urgent. Nusrat.

2 1

Accepting mail only from known senders?
by Grant Sewell 11 Jan '09

11 Jan '09

Hi all, My OTRS system (2.0.4 - as found in Debian Stable) is set up to retrieve all messages sent to a specific mailbox (support(a)xxyy.abc) and autocreate a ticket for each new mail. This is potentially open to abuse. Is there a way to reject (silently or otherwise) any message from an unknown sender, and only create new tickets for messages sent from accounts that OTRS knows about (ie in the "Customer User"'s email field)? Cheers. Grant. :)

2 2

Default CC/Admin CC
by Weindel Frank 11 Jan '09

11 Jan '09

Hi All, I would like to know if OTRS has the ability to store a default CC with every ticket that is created. So any changes/replies/notices for that ticket are automatically sent to a specified list of people. This is similar to what Bugzilla and RT currently has. Thank you, Frank Weindel

2 2

How to make customer user email optional?
by Samphan Raruenrom 10 Jan '09

10 Jan '09

I use OTRS to track phone support tickets w/o the need to send notification to customer. So I don't need the email address of the customers. However, OTRS require unique email address per each customer user when a customer user is added. How do I change this behavior? Thanks,

1 0

Problem with configuring new queue
by Piotr Modlinger 10 Jan '09

10 Jan '09

Hello, I've added new queue and assign to it a new e-mail address. The problem is that after sending e-mail to this address it didn't appers in any queue. How do I have to configure new queue? Thanks, Piotr

2 4

Re: [otrs] Make CustomerID a mandatory field
by Anton Gubar'kov 10 Jan '09

10 Jan '09

--===============1909312398== Content-Type: multipart/alternative; boundary="----=_Part_76102_23266138.1231589561979" ------=_Part_76102_23266138.1231589561979 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Mario. I have all my customers' emails neatly organized in the customers. The CustomerIDs are assigned. When the ticket comes via email, CustomerID is assigned automatically. When the agent posts a ticket via AgentTicketPhone, the Customer and CustomerID are mandatory. Could you clarify what you're trying to achieve? Regards, Anton. 2009/1/5 ml(a)bortal.de <ml(a)bortal.de> > Hello List, > > can i make the CustomerID Field mandatory? > > Is there a way to display the CustomerID Field if composing an e-mail > reply? > > Right now i have the TimeUnit and CustomerID Field only in AgentTicketEmail > but not in AgentTicketCompose > > Thanks, > Mario > _______________________________________________ > 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 > ------=_Part_76102_23266138.1231589561979 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Mario. I have all my customers' emails neatly organized in the customers. The CustomerIDs are assigned. When the ticket comes via email, CustomerID is assigned automatically. When the agent posts a ticket via AgentTicketPhone, the Customer and CustomerID are mandatory. Could you clarify what you're trying to achieve? Regards, Anton. <div class="gmail_quote">2009/1/5 <a href="mailto:ml@bortal.de">ml(a)bortal.de</a> <<a href="mailto:ml@bortal.de">ml(a)bortal.de</a>> <blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">Hello List, can i make the CustomerID Field mandatory? Is there a way to display the CustomerID Field if composing an e-mail reply? Right now i have the TimeUnit and CustomerID Field only in AgentTicketEmail but not in AgentTicketCompose Thanks, Mario _______________________________________________ OTRS mailing list: otrs - Webpage: <a href="http://otrs.org/" target="_blank">http://otrs.org/</a> Archive: <a href="http://lists.otrs.org/pipermail/otrs" target="_blank">http://lists.otrs.org/pipermail/otrs</a> To unsubscribe: <a href="http://lists.otrs.org/cgi-bin/listinfo/otrs" target="_blank">http://lists.otrs.org/cgi-bin/listinfo/otrs</a> </blockquote></div> ------=_Part_76102_23266138.1231589561979-- --===============1909312398== Content-Type: text/plain; charset="us-ascii" MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline _______________________________________________ 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 --===============1909312398==--

1 0

Re: [otrs] Default CC/Admin CC
by Anton Gubar'kov 10 Jan '09

10 Jan '09

--===============0048435477== Content-Type: multipart/alternative; boundary="----=_Part_76089_3226132.1231589286272" ------=_Part_76089_3226132.1231589286272 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Frank, AFAIK, there is no default CC: function like you described. OTRS does honor cc: on any article agent replies to. I would look into either preprocessing incoming emails externally to add a default cc: or use postmaster pre-filter in OTRS to add a default cc: to an article. IMHO, cc: function is fully redundant for such an advanced ticket management system. Why not give access to the system for all interested parties and manage communication there? Regards, Anton. 2009/1/7 Weindel Frank <fweindel(a)phillyburbs.com> > Hi All, > > > > I would like to know if OTRS has the ability to store a default CC with > every ticket that is created. So any changes/replies/notices for that ticket > are automatically sent to a specified list of people. This is similar to > what Bugzilla and RT currently has. > > > > Thank you, > > Frank Weindel > > _______________________________________________ > 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 > ------=_Part_76089_3226132.1231589286272 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Frank, AFAIK, there is no default CC: function like you described. OTRS does honor cc:  on any article agent replies to. I would look into either preprocessing incoming emails externally to add a default cc: or use postmaster pre-filter in OTRS to add a default cc: to an article. IMHO, cc: function is fully redundant for such an advanced ticket management system. Why not give access to the system for all interested parties and manage communication there? Regards, Anton. <div class="gmail_quote"> 2009/1/7 Weindel Frank <<a href="mailto:fweindel@phillyburbs.com">fweindel(a)phillyburbs.com</a>> <blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"> <div link="blue" vlink="purple" lang="EN-US"> <div> Hi All,   I would like to know if OTRS has the ability to store a default CC with every ticket that is created. So any changes/replies/notices for that ticket are automatically sent to a specified list of people. This is similar to what Bugzilla and RT currently has.   Thank you, Frank Weindel </div> </div> _______________________________________________ OTRS mailing list: otrs - Webpage: <a href="http://otrs.org/" target="_blank">http://otrs.org/</a> Archive: <a href="http://lists.otrs.org/pipermail/otrs" target="_blank">http://lists.otrs.org/pipermail/otrs</a> To unsubscribe: <a href="http://lists.otrs.org/cgi-bin/listinfo/otrs" target="_blank">http://lists.otrs.org/cgi-bin/listinfo/otrs</a> </blockquote></div> ------=_Part_76089_3226132.1231589286272-- --===============0048435477== Content-Type: text/plain; charset="us-ascii" MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline _______________________________________________ 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 --===============0048435477==--

1 0

Re: [otrs] Sending escalation more than once
by Anton Gubar'kov 10 Jan '09

10 Jan '09

--===============1397539037== Content-Type: multipart/alternative; boundary="----=_Part_76041_32795036.1231588365941" ------=_Part_76041_32795036.1231588365941 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Aysel. >From my point of view your scenario is best addressed by OTRS::ITSM add-on. It uses ticket free time fields for tracking 1st response, update and resolution times. When you need to send additional emails on tickets reaching these milestones, I would use genericAgent for this. You will need to figure out which fields are used to track times, and do searches on them and issue your emails. Regards, Anton. 2009/1/9 Aysel Pamuk <aysel.pamuk(a)gantek.com> > Hello, > > I would like to send e-mail notification. My scenario is like this: > > > > First response time : 10mins > > Update time : 15 minutes > > Solution time : 40 minutes > > > > If no response is sent, escalation e-mail should be sent as soon as first > response time exceeds. In this scenario, 10mins later, an e-mail should be > sent. > > Noone replied or updated and time passed 16 mins, that means update time > exceeded. Another escalation massage should be sent. > > After 41 minutes, noone did nothing, new escalation message should be > sent. > > In my system, only one escalation message is sent. How can I manage to send > e-mail for each escalation. > > > > Regards, > > Aysel Pamuk > > _______________________________________________ > 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 > ------=_Part_76041_32795036.1231588365941 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Aysel. From my point of view your scenario is best addressed by OTRS::ITSM add-on. It uses ticket free time fields for tracking 1st response, update and resolution times. When you need to send additional emails on tickets reaching these milestones, I would use genericAgent for this. You will need to figure out which fields are used to track times, and do searches on them and issue your emails. Regards, Anton. <div class="gmail_quote">2009/1/9 Aysel Pamuk <<a href="mailto:aysel.pamuk@gantek.com">aysel.pamuk(a)gantek.com</a>> <blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"> <div link="blue" vlink="purple" lang="EN-US"> <div> Hello, I would like to send e-mail notification. My scenario is like this:   First response time : 10mins Update time : 15 minutes Solution time : 40 minutes   If no response is sent, escalation e-mail should be sent as soon as first response time exceeds. In this scenario, 10mins later, an e-mail should be sent. Noone replied or updated and  time passed 16 mins, that means update time  exceeded. Another escalation massage should be sent. After 41 minutes, noone did nothing,  new escalation message should be sent. In my system, only one escalation message is sent. How can I manage to send e-mail for each escalation.   Regards, Aysel Pamuk </div> </div> _______________________________________________ OTRS mailing list: otrs - Webpage: <a href="http://otrs.org/" target="_blank">http://otrs.org/</a> Archive: <a href="http://lists.otrs.org/pipermail/otrs" target="_blank">http://lists.otrs.org/pipermail/otrs</a> To unsubscribe: <a href="http://lists.otrs.org/cgi-bin/listinfo/otrs" target="_blank">http://lists.otrs.org/cgi-bin/listinfo/otrs</a> </blockquote></div> ------=_Part_76041_32795036.1231588365941-- --===============1397539037== Content-Type: text/plain; charset="us-ascii" MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline _______________________________________________ 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 --===============1397539037==--

1 0

Re: [otrs] How to fill New EmailTicket Text field based on queue choice
by Anton Gubar'kov 10 Jan '09

10 Jan '09

--===============1546847538== Content-Type: multipart/alternative; boundary="----=_Part_76051_10089670.1231588547041" ------=_Part_76051_10089670.1231588547041 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Michael. AFAIK, it doesn't work exactly like you asked. However you can use Responses for templating the answers. However, choosing a response and selecting a queue are two manual actions. Regards, Anton. 2009/1/8 James, Michael <Michael.James(a)unitymedia.de> > Hallo, > > Based on Queue selection on the NewTicket Email form, is there a way to > automatically populate the text field? > > > > For example: I select the queue "Config" then the text "Please enter config > details:" will be entered into the text field, but only for this queue. > > > > Thanks in advance. > > Mike > > > > OTRS Version 2.2.5 > > openSUSE 10.2 > > Perl 5.8.8 > > > > > > _______________________________________________ > 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 > ------=_Part_76051_10089670.1231588547041 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: 7bit Content-Disposition: inline Hello, Michael. AFAIK, it doesn't work exactly like you asked. However you can use Responses for templating the answers. However, choosing a response and selecting a queue are two manual actions. Regards, Anton. <div class="gmail_quote">2009/1/8 James, Michael <<a href="mailto:Michael.James@unitymedia.de">Michael.James(a)unitymedia.de</a>> <blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"> <div link="blue" vlink="purple" lang="DE"> <div> Hallo, Based on Queue selection on the NewTicket Email form, is there a way to automatically populate the text field?   For example: I select the queue "Config" then the text "Please enter config details:" will be entered into the text field, but only for this queue.   Thanks in advance. Mike   OTRS Version 2.2.5 openSUSE 10.2 Perl 5.8.8     </div> </div> _______________________________________________ OTRS mailing list: otrs - Webpage: <a href="http://otrs.org/" target="_blank">http://otrs.org/</a> Archive: <a href="http://lists.otrs.org/pipermail/otrs" target="_blank">http://lists.otrs.org/pipermail/otrs</a> To unsubscribe: <a href="http://lists.otrs.org/cgi-bin/listinfo/otrs" target="_blank">http://lists.otrs.org/cgi-bin/listinfo/otrs</a> </blockquote></div> ------=_Part_76051_10089670.1231588547041-- --===============1546847538== Content-Type: text/plain; charset="us-ascii" MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline _______________________________________________ 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 --===============1546847538==--

1 0

Make CustomerID a mandatory field
by ml＠bortal.de 10 Jan '09

10 Jan '09

Hello List, can i make the CustomerID Field mandatory? Is there a way to display the CustomerID Field if composing an e-mail reply? Right now i have the TimeUnit and CustomerID Field only in AgentTicketEmail but not in AgentTicketCompose Thanks, Mario

2 1

How to fill New EmailTicket Text field based on queue choice
by James, Michael 10 Jan '09

10 Jan '09

Hallo, Based on Queue selection on the NewTicket Email form, is there a way to automatically populate the text field? For example: I select the queue "Config" then the text "Please enter config details:" will be entered into the text field, but only for this queue. Thanks in advance. Mike OTRS Version 2.2.5 openSUSE 10.2 Perl 5.8.8

2 1

Sending escalation more than once
by Aysel Pamuk 10 Jan '09

10 Jan '09

Hello, I would like to send e-mail notification. My scenario is like this: First response time : 10mins Update time : 15 minutes Solution time : 40 minutes If no response is sent, escalation e-mail should be sent as soon as first response time exceeds. In this scenario, 10mins later, an e-mail should be sent. Noone replied or updated and time passed 16 mins, that means update time exceeded. Another escalation massage should be sent. After 41 minutes, noone did nothing, new escalation message should be sent. In my system, only one escalation message is sent. How can I manage to send e-mail for each escalation. Regards, Aysel Pamuk

2 1

Sending e-mails for escalation
by Aysel Pamuk 10 Jan '09

10 Jan '09

Hello, I would like to send e-mail messages to the agents for eacalated tickets. E-mails on escalated tickets should be delivered to agents that have the queue with the escalated ticket in "My queues" enabled and that have activated notifications on escalated tickets in their personal preferences . Is it possible? Regards, Aysel

2 1

User Defined Signatures
by Weindel Frank 10 Jan '09

10 Jan '09

Hi All, Many of our employees have different titles we'd like to include in their signature, but it seems you can only define a signature to a certain queue, and not by user. Is there any kind of plug-in that will allow user-defined signatures? Thanks, Frank Weindel

2 1

CC e-mail for company members
by Mayk Backus 09 Jan '09

09 Jan '09

Hi All, I have the following issue. I want to have some sort of always CC for some company's. Like say company FooBar has members Barny And Charly . When Charly shoots a ticket by e-mail , when one of my supporters does a reply to Charly , it should always CC Bary in the reply. But just for certain company's. Is this possible ? thanx Mayk

3 4

Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm!
by Buice, David R 09 Jan '09

09 Jan '09

OTRS Administrators, The message in the Subject line seems to be associated with my issue of public and external customers not being able to see the articles within FAQ categories. When a public or external customer clicks on the FAQ category the message in the subject line above appears in the OTRS and Apache log. What would be the correct syntax for registering 'Kernel::Modules::CustomerTicketSearch' in the Config.pm? Or is this message actually symptomatic for some other issue that requires a different resolution? Thank you, David Buice Infrastructure Specialist/SDC-INT 2032653 ITIL Foundation Certified EDS, an HP Company PSIC Operations 7000 Chicago Rd. Warren, MI 48092-1663 Mailstop 430-202-380 Tel: +01 586 575-4525 Fax: +01 586 575-0090 Mobile: +01 248 249-9122 E-mail: david.buice(a)eds.com <mailto:name.name@eds.com> We deliver on our commitments so you can deliver on yours.

1 0

SMTP Operation now in progress Error
by Bart Wallace 09 Jan '09

09 Jan '09

Hello, OTRS 2.3.3, SLES10, GW 6.5.1, eDirectory I have the following SMTP configuration in Config.pm $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'emailserver.protected.protected.us'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'hdesk'; $Self->{'SendmailModule::AuthPassword'} = '*****'; When I reply to a message in my queue, I get the following error Message: Can't connect to 'emailserver.protected.protected.us: Operation now in progress! I have verified SMTP is working between my OTRS server and my email server using: telnet 10.79.210.39 25 Trying 10.79.210.39... Connected to 10.79.210.39. Escape character is '^]'. 220 emailserver.protected.protected.us GroupWise Internet Agent 6.5.1 Copyright (c) 1993-2003 Novell, Inc. All rights reserved. Ready HELO otrshost.protected.protected.us 250 emailserver.protected.protected.us Ok MAIL FROM: hdesk(a)protected.protected.us 250 Ok RCPT TO: bart.wallace(a)protected.protected.us 250 Ok DATA 354 Enter mail, end with "." on a line by itself Subject: Testing through SMTP command line This is the body of the test . 250 Ok The initial response through telnet after the 'Connected' seems rather slow; it takes approximately a minute or more to respond, but I've never tested SMTP before so I don't know if that is normal or not. Is there a timeout setting I need to worry about? Should my SMTP response be faster than that? The email processing time is acceptable. I was using sendmail and it was working, but I'd really like to use our internal SMTP server. If I use sendmail, the email is routed through an external mail hub and then to our internal email server, which is really unnecessary. Thanks, Bart

1 0

Limit Queue Access
by Weindel Frank 09 Jan '09

09 Jan '09

Hi all, I was wondering if there was a way to assign access limits for certain queues, I looked around and can't seem to find it. We have a queue which will potentially hold important private information on our clients, and we only want certain users/groups to be able to view/create tickets in that queue. Any help would be appreciated. Thank you, Frank Weindel

2 2

Can I install OTRS on Windows with IIS and existing MySQL database
by Gang Xu 09 Jan '09

09 Jan '09

I have a server which already has IIS and MySQL running. I wonder whether I can still install OTRS on it. The admin guide warns that the Win32 installer should only be used 'on Windows systems that don't already have apache2 or another web server and MySQL installed." Wonder whether there is a way to bypass it. I only find an old article for ver 1.3 (http://doc.otrs.org/1.3/en/html/install-win32.html) discussing the Windows installation. FAQ shows nothing. (sigh) _________________________________________________________________ Windows Live™: Keep your life in sync. http://windowslive.com/howitworks?ocid=TXT_TAGLM_WL_t1_allup_howitworks_012…

3 3

Sendmail issue?
by Grant Sewell 09 Jan '09

09 Jan '09

Hi all, I'm running OTRS 2.0.4 (as is available in Debian Stable). I have successfully got it so that any messages sent to xxxx(a)yyyy.com are picked up by OTRS and new tickets are created. I have set it up so an autoreply is sent to the originator saying that a ticket has been raised. It's this bit that's causing problems. My server is running Exim4. Sendmail is an alias. In my OTRS Config.pm I have: # FQDN # (Full qualified domain name of your system.) $Self->{FQDN} = 'grantsewell.co.uk'; # -- # notification sender # -- $Self->{NotificationSenderName} = 'OTRS Notification Master'; $Self->{NotificationSenderEmail} = 'otrs@<OTRS_CONFIG_FQDN>'; # (Where is sendmail located and some options. # See 'man sendmail' for details. Or use the SMTP backend.) $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -i -f '; # SendmailBcc # (Send all outgoing email via bcc to... # Warning: use it only for external archive funktions) $Self->{'SendmailBcc'} = 'gsewell(a)thymox.co.uk'; So, as far as I can see, it should be autoresponding to the originator's email address using "otrs(a)grantsewell.co.uk" as the sender, and a copy BCCed to me. The BCC part works. Yay! I'm getting this in my Exim mainlog: 2009-01-04 23:50:06 1LJcjO-0004Eu-DT <= otrs(a)thymox.co.uk U=otrs P=local S=759 2009-01-04 23:50:06 1LJcjO-0004Eu-DT => otrs <otrs(a)thymox.co.uk> R=local_user T=maildir_home 2009-01-04 23:50:06 1LJcjO-0004Eu-DT Completed 2009-01-04 23:50:07 1LJcjP-0004Ez-Hq <= <> U=otrs P=local S=837 id=1231113007.685918.632968184.12.1(a)www.grantsewell.co.uk 2009-01-04 23:50:07 1LJcjO-0004Et-Ej <= otrs(a)thymox.co.uk U=otrs P=local S=757 2009-01-04 23:50:07 1LJcjO-0004Et-Ej => otrs <otrs(a)thymox.co.uk> R=local_user T=maildir_home 2009-01-04 23:50:07 1LJcjO-0004Et-Ej Completed 2009-01-04 23:50:07 1LJcjP-0004Ez-Hq => gsewell <gsewell(a)thymox.co.uk> R=local_user T=maildir_home 2009-01-04 23:50:08 1LJcjP-0004Ez-Hq => grant.sewell(a)cornwall.ac.uk R=dnslookup T=remote_smtp H=inbound1.cornwall.ac.uk [195.195.235.29] 2009-01-04 23:50:08 1LJcjP-0004Ez-Hq Completed Which, to me, would suggest that it is succeeding in sending mail to the originator (my College (work) address, in this case). However, the message is not getting to my College inbox, and I have checked their spam filter too - nothing. Since I have no control over their mail server, I cannot check if it's hitting it and getting rejected for some reason, or if it's not getting there at all, so all I have is my own server's config to look at. Any thoughts? Cheers. Grant.

2 4

How to use the roles
by Camilo Vieira 09 Jan '09

09 Jan '09

Dears, I have been trying to understand how can I use the roles in OTRS. I'm not being able to understand the example from admin guide. Somebody can help me with some real situation? 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 5

Customer Users / Companies
by Sajit Kalidas 08 Jan '09

08 Jan '09

Hi, In the admin area I can create customer users and customer companies. I cannot see where I can associate a customer user with a company! Any ideas please. Thanks Sajit ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

5 4

Customers Fields
by Costa, Marcelo Ferreira da 08 Jan '09

08 Jan '09

I would like to add some customized fields to the customers object. Any ideas? Marcelo Ferreira da Costa System Support Analyst Jr. GNSO - CSO Xerox Comércio e Indústria Ltda. Av. Rodrigues Alves, 261, Térreo - Matriz, Gamboa Rio de Janeiro, RJ, 20220-902, Brasil t.: +55 (21) 4009-1192 (8*260-1192) f.: +55 (21) 4009-1089 "Esta comunicação é direta entre Xerox Comércio e Indústria Ltda. e sua rede de Assistência Técnica Autorizada. Por esta razão, não deve ser encaminhada ou disponibilizada para qualquer cliente final, pois, como se verifica abaixo, possui teor técnico informativo. As orientações e demais informações contidas neste relato são complementares e devem ser aplicadas em conjunto com toda a necessária expertise da empresa receptora, acrescidas das informações e procedimentos constantes do respectivo manual de operações disponibilizado pela Xerox para cada equipamento fabricado e/ou comercializado pela Xerox. As orientações e demais informações contidas neste boletim têm por objetivo, de forma remota, auxiliar no atendimento técnico dos equipamentos fabricados e/ou comercializados pela Xerox, que, por sua vez, pelas razões expostas, não se responsabiliza pela eficácia da aplicação dos procedimentos para a solução do problema apresentado no equipamento."

2 1

otrs and IBM UDB 8
by Matthias Wegner 08 Jan '09

08 Jan '09

Hello everbody, has anyone experience in using Otrs with IBM UDB (DB2) 8.1 ? Updgrading to OTRS 2.3.3 failed, because Object Names in Udb 8.1 are limited to 18 Characters. Is there any simple Solution available ? Thanks MW

1 0

Re: [otrs] merging tickets leaves old ticket
by Amedee Van Gasse 08 Jan '09

08 Jan '09

Tik webteam/supportteam: CC ter informatie ivm probleem OTRS met merged tickets. Workaround: zet status op "Samengevoegd" via bulk-actie. [message order changed for easier reading] > -----Ursprüngliche Nachricht----- > Von: Amedee Van Gasse [mailto:amedee@amedee.be] > Gesendet: Mittwoch, 7. Januar 2009 00:53 > An: User questions and discussions about OTRS.; Obee, Daniel > Betreff: Re: [otrs] merging tickets leaves old ticket > > Obee, Daniel schreef: >> Hi Amedee >> >> OTRS in this case does nothing but work as intended. The old ticket >> must be left in the data base for >> >> a) revision causes and >> b) as a reference for searches. >> >> How else are you gonna find the merged ticket if you only got the >> ticket# of the emptied one? >> >> Since 'merged' is a state (type 'closed') on its own, it's easy to >> exclude merged tickets from queries anyway. So where do you find those >> tickets 'displayed'? >> >> Greez >> Daniel > > Hello Daniel, > > I replied to your email but perhaps you missed it. > > Because a picture says more than a thousand words, I have included a > screenshot. The problem is with ticket 2008120410000017. I hope that you > understand what I mean, if not please don't hesitate to ask. > > Kind regards, > Amedee > > On Wed, January 7, 2009 18:09, Obee, Daniel wrote: > Obviously that's not an OTRS thing. It seems someone in your company by > accident changed the state of the merged tickets to 'new' - most probably > by a faulty generic agent. Merged tickets should have the state (guess > what) 'merged'. > > The only solution is to re-change the state of the tickets. You could use > a (thoroughly created) generic agent, search for the subject 'ticket > merged' and change the state to merged again. Also check if there's some > dubious agent running on a regular basis which does the state changes > (history of the tickets will show you) - I'd place a good bet on that... > > Have fun! > daniel Hello Daniel, By accident I found a workaround that I can live with. After merging tickets, a placeholder ticket remains with only the text "... merged to ..." and a link to the other ticket (as I reported previously). In the queue, I select this for bulk action, and then I manually set its status to Merged. After confirming, the placeholder ticket is no longer visible in the queue. I found that this only works with bulk action, which is not really a problem, because most of the time I merge more than one ticket into another ticket. When I combine my findings with what you have written in your mail, I've come to the conclusion that you are probably right. Because merging tickets doesn't happen often in our small installation, I won't bother with writing an agent, I'll just do it manually for the very few times that I need it. And I don't see myself capable of writing "a (thoroughly created) generic agent", with my limited experience with OTRS and with Perl development in general. :-) Anyway, thank you very much for nudging me in the right direction! Kind regards, Amedee Van Gasse

1 0

User LDAP authentication
by Bart Wallace 08 Jan '09

08 Jan '09

Hello, I have User LDAP authentication working using Novell's eDirectory as the backend but want to make the addition of requiring group membership. When I enable the group code: $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=HelpDeskAgents,ou=office,o=protected'; I get the following error: User: blw authentication failed, no LDAP group entry foundGroupDN='cn=HelpDeskAgents,ou=office,o=protected', Filter='(memberUID=cn=blw,ou=OFFICE,o=protected)'! (REMOTE_ADDR: 10.xx.xx.xx). Here is the relevant config.pm code: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'vos1.protected.protected.us'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=office,o=protected'; $Self->{'AuthModule::LDAP::UID'} = 'cn'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=HelpDeskAgents,ou=office,o=protected'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUID'; # for ldap posixGroups objectclass (just uid) # $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=ldapproxy,o=protected'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'protected'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; My group, HelpDeskAgents, has the posixGroup extensions and I have tried both the posixGroups and the non ldap posixGroups but get the same results. Currently I'm set for non ldap posixGroups. Here is a command line ldapsearch against the same LDAP directory for the group HelpDeskAgents: ldapsearch -h vos1.protected.protected.us -p 389 -D cn=ldapproxy,o=protected -W -b "ou=office,o=protected" -x "(&(objectClass=Group)(cn=HelpDeskAgents))" Enter LDAP Password: # extended LDIF # # LDAPv3 # base <ou=office,o=protected> with scope subtree # filter: (&(objectClass=Group)(cn=HelpDeskAgents)) # requesting: ALL # # HelpDeskAgents, OFFICE, PROTECTED dn: cn=HelpDeskAgents,ou=OFFICE,o=PROTECTED uamPosixWorkstationList: cn=UNIX Workstation - SERVERNAME,ou=OFFICE,o=PROTECTED gidNumber: 601 equivalentToMe: cn=blw,ou=OFFICE,o=PROTECTED objectClass: groupOfNames objectClass: Top objectClass: posixGroup objectClass: uamPosixGroup member: cn=blw,ou=OFFICE,o=PROTECTED cn: HelpDeskAgents ACL: 2#entry#[Root]#member ACL: 2#entry#[Public]#gidNumber ACL: 2#entry#[Public]#uamPosixWorkstationList ACL: 2#entry#[Public]#member ACL: 1#entry#[Public]#cn ACL: 2#entry#[Public]#uamPosixPAMServiceExcludeList # search result search: 2 result: 0 Success # numResponses: 2 # numEntries: 1 Any assistance would be greatly appreciated. Thanks, Bart

2 1

e-mail format html -> plain text - hotmail
by Marcel 07 Jan '09

07 Jan '09

Hi, We receive some e-mails from hotmail users. OTRS does not correctly convert the hotmail-html-email to plain text. OTRS completely ignores new lines and puts the whole text in one line. We're using version 2.3.3. Is there a way to handle this? If it's a not known bug I could forward a test-mail. Greetings, Marcel

1 1

merging tickets leaves old ticket
by Amedee Van Gasse 06 Jan '09

06 Jan '09

Hello, When I merge one ticket into the other, the old ticket is changed to: (for example) Merged Ticket 2008102110000024 to 2008102110000015. OTRS version is 2.3.2. Is this normal behavior? I have used OTRS in the past, and then it didn't leave any trace of the old ticket after a merge. (except of course in the new ticket) If this can be turned off, how does that work? Kind regards, Amedee

4 11

Unable to POP3S email in OTRS 2.3.3
by Nadeem Ahmad 06 Jan '09

06 Jan '09

Hi We have configured a email account ( helpdesk.otrs(a)i2cinc.com ) in OTRS 2.3.3 for POP3S. I was unable to POP3S in my server. What could be the issue.See the below : -bash-3.00# /opt/otrs/bin/PostMasterMailbox.pl POP3S: No messages (test(a)i2cinc.com/mail.i2cinc.com) POP3S: Connection to mail.i2cinc.com closed. -bash-3.00# telnet mail.i2cinc.com 995 Trying 206.111.151.217... Connected to mail.i2cinc.com. Escape character is '^]'. ^] Connection to mail.i2cinc.com closed by foreign host. -bash-3.00# Just to make sure that account is properly configured in email server , I have test in my outlook and in Primary OTRS server version 2.3.3.But facing issue to configure account on my backup server. Let me know if you want any further info. 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 0200 AM - 11 AM PST

1 0

Edit signature when creating new email ticket
by Lars Jørgensen 06 Jan '09

06 Jan '09

Hi people, Is it possible to edit the signature when creating a new email ticket? It's on the form in a nice field, but not editable. Some setting I have missed? -- Lars

2 1

Re: [otrs] Oracle drivers
by Sajit Kalidas 06 Jan '09

06 Jan '09

Hi Michiel, Many thanks for your held thus far. I have tried as you suggested and get the following errors. A few things that might be relevant: - The default install of OTRS installed to d:\otrs and perl is a subdir in d:\otrs\perl. However, I see constant hardcoded references to c:\strawberry which does not exist. I have changed all my variables in cpan conf to point to d:\otrs\perl. - I am able to connect to oracle from the command prompt using sqlplus otrs_user/passwd@odb - I am fairly clueless when it comes to Perl and its inner workings. I have an Oracle development background. Regards, Sajit D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG>dmake Skip blib\lib\DBD\Oracle.pm (unchanged) Skip blib\lib/oraperl.ph (unchanged) Skip blib\arch\auto\DBD\Oracle/dbdimp.h (unchanged) Skip blib\arch\auto\DBD\Oracle/ocitrace.h (unchanged) Skip blib\lib/Oraperl.pm (unchanged) Skip blib\arch\auto\DBD\Oracle/Oracle.h (unchanged) Skip blib\lib\DBD\Oracle\GetInfo.pm (unchanged) cp mk.pm blib\arch\auto\DBD\Oracle/mk.pm gcc -c -ID:/oracle/instantclient_11_1/sdk/include -ID:/oracle/instantclient_11_ 1/rdbms/demo -ID:\OTRS\Perl\perl\site\lib\auto\DBI -s -O2 -DWIN32 -DHAVE_DE S_FCRYPT -DPERL_IMPLICIT_CONTEXT -DPERL_IMPLICIT_SYS -fno-strict-aliasing -DPERL _MSVCRT_READFIX -s -O2 -DVERSION=\"1.22\" -DXS_VERSION=\"1.22\" "-ID:\OTR S\Perl\perl\lib\CORE" -Wall -Wno-comment -DUTF8_SUPPORT -DNEW_OCI_INIT -DORA_OC I_VERSION=\"11.1.0.7\" Oracle.c Oracle.c: In function `boot_DBD__Oracle': Oracle.c:2078: warning: unknown conversion type character `_' in format Oracle.c:2078: warning: too many arguments for format gcc -c -ID:/oracle/instantclient_11_1/sdk/include -ID:/oracle/instantclient_11_ 1/rdbms/demo -ID:\OTRS\Perl\perl\site\lib\auto\DBI -s -O2 -DWIN32 -DHAVE_DE S_FCRYPT -DPERL_IMPLICIT_CONTEXT -DPERL_IMPLICIT_SYS -fno-strict-aliasing -DPERL _MSVCRT_READFIX -s -O2 -DVERSION=\"1.22\" -DXS_VERSION=\"1.22\" "-ID:\OTR S\Perl\perl\lib\CORE" -Wall -Wno-comment -DUTF8_SUPPORT -DNEW_OCI_INIT -DORA_OC I_VERSION=\"11.1.0.7\" dbdimp.c dbdimp.c: In function `dbd_discon_all': dbdimp.c:199: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_db_login6': dbdimp.c:738: warning: int format, long unsigned int arg (arg 9) dbdimp.c:350: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_cancel': dbdimp.c:842: warning: long unsigned int format, int arg (arg 8) dbdimp.c: In function `ora_db_disconnect': dbdimp.c:867: warning: unused variable `Perl___notused' dbdimp.c: In function `createxmlfromstring': dbdimp.c:1066: warning: long int format, int arg (arg 2) dbdimp.c:1039: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_realloc_phs_array': dbdimp.c:1323: warning: unused variable `Perl___notused' dbdimp.c: In function `dbd_rebind_ph_char': dbdimp.c:2197: warning: int format, IV arg (arg 5) dbdimp.c: In function `pp_rebind_ph_rset_in': dbdimp.c:2286: warning: unused variable `Perl___notused' dbdimp.c: In function `pp_exec_rset': dbdimp.c:2381: warning: unused variable `Perl___notused' dbdimp.c: In function `dbd_rebind_ph_xml': dbdimp.c:2423: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_bind_ph': dbdimp.c:2743: warning: int format, IV arg (arg 2) dbdimp.c:2752: warning: int format, IV arg (arg 2) dbdimp.c:2786: warning: int format, IV arg (arg 3) dbdimp.c:2799: warning: unknown conversion type character `_' in format dbdimp.c: In function `ora_st_execute': dbdimp.c:2912: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_execute_array': dbdimp.c:3328: warning: unused variable `sv2' dbdimp.c:3150: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_finish': dbdimp.c:3491: warning: long unsigned int format, int arg (arg 8) dbdimp.c:3454: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_destroy': dbdimp.c:3587: warning: long unsigned int format, int arg (arg 8) gcc -c -ID:/oracle/instantclient_11_1/sdk/include -ID:/oracle/instantclient_11_ 1/rdbms/demo -ID:\OTRS\Perl\perl\site\lib\auto\DBI -s -O2 -DWIN32 -DHAVE_DE S_FCRYPT -DPERL_IMPLICIT_CONTEXT -DPERL_IMPLICIT_SYS -fno-strict-aliasing -DPERL _MSVCRT_READFIX -s -O2 -DVERSION=\"1.22\" -DXS_VERSION=\"1.22\" "-ID:\OTR S\Perl\perl\lib\CORE" -Wall -Wno-comment -DUTF8_SUPPORT -DNEW_OCI_INIT -DORA_OC I_VERSION=\"11.1.0.7\" oci8.c oci8.c: In function `oci_db_handle': oci8.c:476: warning: unused variable `my_perl' oci8.c: In function `oci_st_handle': oci8.c:493: warning: unused variable `my_perl' oci8.c: In function `ora_utf8_to_bytes': oci8.c:849: warning: unused variable `my_perl' oci8.c: In function `fetch_cleanup_rset': oci8.c:960: warning: unused variable `Perl___notused' oci8.c: In function `fetch_func_rset': oci8.c:984: warning: unused variable `Perl___notused' oci8.c: In function `dbd_rebind_ph_lob': oci8.c:1095: warning: long int format, ub4 arg (arg 2) oci8.c: In function `fetch_func_autolob': oci8.c:1559: warning: unused variable `my_perl' oci8.c: In function `calc_cache_rows': oci8.c:1597: warning: unused variable `my_perl' oci8.c: In function `get_attr_val': oci8.c:1655: warning: unknown conversion type character `O' in format oci8.c:1655: warning: char format, different type arg (arg 6) oci8.c:1655: warning: too many arguments for format oci8.c:1672: warning: unknown conversion type character `O' in format oci8.c:1672: warning: char format, different type arg (arg 6) oci8.c:1672: warning: too many arguments for format oci8.c: In function `get_object': oci8.c:1911: warning: int format, pointer arg (arg 6) oci8.c: In function `fetch_get_piece': oci8.c:2024: warning: int format, pointer arg (arg 6) oci8.c:2047: warning: int format, pointer arg (arg 7) oci8.c:2056: warning: long unsigned int format, int arg (arg 8) oci8.c:2060: warning: unused variable `Perl___notused' oci8.c: In function `ora_describe': oci8.c:2823: warning: long int format, ub4 arg (arg 2) oci8.c:2963: warning: int format, pointer arg (arg 6) oci8.c: In function `ora_st_fetch': oci8.c:3048: warning: long unsigned int format, int arg (arg 8) oci8.c:3063: warning: long unsigned int format, int arg (arg 8) oci8.c:3074: warning: long unsigned int format, int arg (arg 8) oci8.c:3084: warning: unused variable `Perl___notused' oci8.c:3091: warning: unused variable `Perl___notused' oci8.c: In function `init_lob_refetch': oci8.c:3556: warning: long int format, ub4 arg (arg 2) oci8.c:3596: warning: long int format, int arg (arg 2) oci8.c:3614: warning: int format, long int arg (arg 3) Running Mkbootstrap for DBD::Oracle () D:\OTRS\Perl\perl\bin\perl.exe "-Id:/OTRS/Perl/perl/lib" "-Id:/OTRS/Perl/perl/li b" -MExtUtils::Command -e chmod 644 Oracle.bs dlltool --def Oracle.def --output-exp dll.exp g++ -o blib\arch\auto\DBD\Oracle\Oracle.dll -Wl,--base-file -Wl,dll.base -mdll - s -L"c:\strawberry\perl\lib\CORE" -L"C:\strawberry\c\lib" Oracle.o dbdimp.o oci8.o -Wl,--image-base,0x23170000 D:\OTRS\Perl\perl\lib\CORE\libperl58 .a liboci.a dll.exp Oracle.o:Oracle.c:(.text+0x653c): undefined reference to `OCILobGetChunkSize' dbdimp.o:dbdimp.c:(.text+0xce4f): undefined reference to `OCINlsCharSetIdToName' dbdimp.o:dbdimp.c:(.text+0xce75): undefined reference to `OCINlsCharSetIdToName' collect2: ld returned 1 exit status dmake: Error code 129, while making 'blib\arch\auto\DBD\Oracle\Oracle.dll' D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG>dmake test dlltool --def Oracle.def --output-exp dll.exp g++ -o blib\arch\auto\DBD\Oracle\Oracle.dll -Wl,--base-file -Wl,dll.base -mdll - s -L"c:\strawberry\perl\lib\CORE" -L"C:\strawberry\c\lib" Oracle.o dbdimp.o oci8.o -Wl,--image-base,0x23170000 D:\OTRS\Perl\perl\lib\CORE\libperl58 .a liboci.a dll.exp Oracle.o:Oracle.c:(.text+0x653c): undefined reference to `OCILobGetChunkSize' dbdimp.o:dbdimp.c:(.text+0xce4f): undefined reference to `OCINlsCharSetIdToName' dbdimp.o:dbdimp.c:(.text+0xce75): undefined reference to `OCINlsCharSetIdToName' collect2: ld returned 1 exit status dmake: Error code 129, while making 'blib\arch\auto\DBD\Oracle\Oracle.dll' D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG>dmake install dlltool --def Oracle.def --output-exp dll.exp g++ -o blib\arch\auto\DBD\Oracle\Oracle.dll -Wl,--base-file -Wl,dll.base -mdll - s -L"c:\strawberry\perl\lib\CORE" -L"C:\strawberry\c\lib" Oracle.o dbdimp.o oci8.o -Wl,--image-base,0x23170000 D:\OTRS\Perl\perl\lib\CORE\libperl58 .a liboci.a dll.exp Oracle.o:Oracle.c:(.text+0x653c): undefined reference to `OCILobGetChunkSize' dbdimp.o:dbdimp.c:(.text+0xce4f): undefined reference to `OCINlsCharSetIdToName' dbdimp.o:dbdimp.c:(.text+0xce75): undefined reference to `OCINlsCharSetIdToName' collect2: ld returned 1 exit status dmake: Error code 129, while making 'blib\arch\auto\DBD\Oracle\Oracle.dll' D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG> ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

1 0

Automating action based on content of e-mail
by MMcSwain＠friedkin.com 05 Jan '09

05 Jan '09

Sorry if this has been covered before, but I can't seem to find any information. Is it possible to have the system take specific action(s) on incoming e-mail based on the content of the e-mail body, such as looking for key words and setting the priority, etc? Thanks in advance for any advice. Marc

2 1

Agent Notification
by Aysel Pamuk 05 Jan '09

05 Jan '09

Hello, I cannot receive any agent notification e-mail when a new ticket is created in one of the agent's queues. I have upgraded OTRS to 2.3.3. Also I set Preferences->New Ticket Notification to YES. I searched for the otrs archive and found the bug 977 : http://bugs.otrs.org/show_bug.cgi?id=977 I made all the necessary changes but I cannot still receive the agent notification e-mail. I would like to be sure if the bug 977 is fixed in release 2.3.3. Thanks in advance, Aysel

2 3

Agent Notification
by Aysel Pamuk 05 Jan '09

05 Jan '09

Hello, I cannot receive any agent notification e-mail when a new ticket is created in one of the agent's queues. I have upgraded OTRS to 2.3.3. Also I set Preferences->New Ticket Notification to YES. I searched for the otrs archive and found the bug 977 : http://bugs.otrs.org/show_bug.cgi?id=977 I made all the necessary changes but I cannot still receive the agent notification e-mail. I would like to be sure if the bug 977 is fixed in release 2.3.3. Thanks in advance, Aysel

1 0

Oracle drivers
by Sajit Kalidas 04 Jan '09

04 Jan '09

Hi, I am getting the following error when trying to connect to the oracle database. install_driver(Oracle) failed: Can't locate DBD/Oracle.pm in @INC (@INC contains: ../../ C:/OTRS/otrs/bin/cgi-bin/../../Kernel/cpan-lib C:/OTRS/otrs/bin/cgi-bin/../.. C:/OTRS/Perl/perl/lib C:/OTRS/Perl/perl/site/lib . C:/OTRS/otrs/bin/cgi-bin/../.. C:/OTRS/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at (eval 23) line 3. Perhaps the DBD::Oracle perl module hasn't been fully installed, or perhaps the capitalisation of 'Oracle' isn't right. Available drivers: DBM, ExampleP, File, Gofer, Proxy, SQLite, Sponge, mysql. at C:/OTRS/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 216 IF have made the following changes in the config.pm: $Self->{'DatabaseHost'} = 'dev'; $Self->{'Database'} = 'dev'; $Self->{'DatabaseUser'} = 'otrs'; $Self->{'DatabasePw'} = 'pass'; $Self->{DatabaseDSN} = "DBI:Oracle:sid=$Self->{Database};host=$Self->{DatabaseHost};port=1521;" ; I have installed on windows using the windows installer package. Where can I find the Oracle drivers? Any suggestions please. Thanks Sajit ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

2 3

Need Help with implementing Ticket::Types in AgentTicketCompose
by ml＠bortal.de 03 Jan '09

03 Jan '09

Hello List, i am also posting this here since the dev(a)otrs.org mailing list seems to be dead?! We need and want the TicketType Feature in AgentTicketCompose (e.g. in Ticket Replies): http://lists.otrs.org/pipermail/otrs/2008-November/024895.html So i had a look at AgentTicketFreeText or ArgentTicketPhone. This is what i did http://pastebin.com/f74ad764f : Line: 361 Line: 936 Line: 948-962 Line: 1053 - 1082 Here is the html part i added to Output/HTML/Standard/AgentTicketCompose.dtl:  <tr> <td colspan="2" class="contentkey">$Text{"Type"}:</td> <td class="contentvalue">$Data{"TypeStrg"}</td> </tr>  I am not very good at perl and i dont really know what i am doing but i am trying to get there somehow. Right now it seems that it never gets to line 1061. Could anyone give me a hand here? Cheers, Mario

1 0

Adding parsers/filters
by Jason B. Loven 02 Jan '09

02 Jan '09

I need to add a chunk of customized parsing code along the lines of the PostMasterFilters. Is there a succinct set of steps? I basically need to know what to add to the overall OTRS config and source to get a new filter to get called. I've been reading the docs and somehow I'm not getting my head around it. I'm going to base my code off the SystemMonitoring stuff. I need to receive external emails which are notifications from an external ticketing system. Unfortunately the don't really fit well into the SystemMonitoring layout and using that has never really worked well for us. Therefore I'm going to write a more customized module for it. Can anyone point me in the right direction(s)? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com <blocked::mailto:jloven@cainetserv.com> Web: http://www.cainetserv.com/ <blocked::http://www.cainetserv.com/>

1 0

Customize the customer self registration
by sol sol 02 Jan '09

02 Jan '09

Hi, i have been editing options following the manual ( http://doc.otrs.org/2.3/en/html/x1778.html ) So far everything seems to work fine. Now i would like to seperate the default setting : E-mail/Login: this because the fact that it shows everywhere twice the same info. CustomerLogin.dtl shows the output, there i see : # <tr> # <td>$Text{"Login"}: </td> # <td> <input type="text" name="Username" value="$QData{"UserLogin"}" size="25" maxlength="50"/></td> # </tr> <tr> <td>$Text{"Email"}/$Text{"Login"}: </td> <td> <input type="text" name="Email" value="$QData{"UserEmail"}" size="25" maxlength="50"/></td> </tr> it sounds logic that i uncomment the lines with # and remove /$Text{"Login"} in config.pm i see: [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], in mysql i have : the login and email field. is this the right way to activate it? what does [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], mean? and can someone explain 1, 1, 'var', '', 0 ], ? thanks!!

1 0

TicketStorageModule
by sol sol 01 Jan '09

01 Jan '09

hi, i would like to activate the Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStoragefs'; this activated correctly but when i try it out, it just creates a folder with year - month - day , but no files.. so in the manual it claims : Contra: Your webserver user should be the otrs user (file system permissions!). how can i edit this functions in a windows environment? is this just chmod the var/article folder or...? thanks!

2 4

Customer search.
by Alvin Starr 01 Jan '09

01 Jan '09

Our customer ID's are based on the customer name and each customer may have several people who send tickets to our OTRS system. When we do a customer search the search only seems to work on the users name and not on the customer ID. Is it possible to change the customer ID search to search the ID list and not the username list? -- Alvin Starr || voice: (416)585-9971x690 Interlink Connectivity || fax: (416)585-9974 alvin(a)iplink.net ||

1 0

How to Change the Default OTRS Dictionary
by Costa, Marcelo Ferreira da 31 Dec '08

31 Dec '08

Hi, I recently installed OTRS 2.3.3 in a CentOS 5.2 new installation. I would like to know how to add the portuguese dicitionay to OTRS. The portuguese aspell package is already installed. Thanks. Marcelo Ferreira da Costa

3 8

Change Agent Queueview
by David Eco 30 Dec '08

30 Dec '08

Hi, When we click Queueview, there are some information listed in the right frame like below. I like to add or change one of them(such as Priority) to the ticket Owner so that we can see the Owner without zooming it every time. Can anyone advise how to change the perl codes? Thank you. Type: default State: open Priority: 3 normal Queue: Support CustomerID: David _________________________________________________________________ Drag n’ drop—Get easy photo sharing with Windows Live™ Photos. http://www.microsoft.com/windows/windowslive/photos.aspx

1 0

Customer & Customer Company
by Costa, Marcelo Ferreira da 29 Dec '08

29 Dec '08

There is a way to force a Customer to be part of a Customer Company already created? The "group" feature does not fit my needs, and I would like to to force a customer to be part of a customer company already created, always. Happy Holidays! Marcelo Ferreira da Costa

1 0

Customer & Customer Company
by Costa, Marcelo Ferreira da 29 Dec '08

29 Dec '08

There is a way to force a Customer to be part of a Customer Company already created? The "group" feature does not fit my needs, and I would like to to force a customer to be part of a customer company already created, always. Happy Holidays! Marcelo Ferreira da Costa

1 0

Cancelar: Customer & Customer Company
by Costa, Marcelo Ferreira da 29 Dec '08

29 Dec '08

Costa, Marcelo Ferreira da deseja cancelar a mensagem "Customer & Customer Company".

1 0

Customer & Customer Company
by Costa, Marcelo Ferreira da 29 Dec '08

29 Dec '08

There is a way to force a Customer to be part of a Cusomer Company alerady created? The "group" feature does not fit my needs, and I would like to to force a customer to be part of a customer company alreday created, always. Marcelo Ferreira da Costa

1 0

How to define Timeunits and Ticket Type as mandatory fields
by ml＠bortal.de 29 Dec '08

29 Dec '08

Hello List, how can i define the time units and the ticket type as mandatory fields? I want that those are ALWAYS filled out when submitting a ticket. Thanks, Mario

2 1

Ticket Type - can not choose ticket type on reply
by ml＠bortal.de 28 Dec '08

28 Dec '08

Hello List, we usually get tickets by email. Unfortunatelly you can not choose a ticket type when replying ti an email. Why is this? Is there a way to enable this? Right now i can only choose a ticket type if i create a ticket myself. Thanks, Mario

1 0

customer interface -ticket owner
by sol sol 25 Dec '08

25 Dec '08

hi, in the customer interface there is the field ówner´ for the ticket. Standard it show the username of the owner, (f.e . : abbbbb) where can i find the settings to change this to the first and/or last name of the owner? (f.e. aaa bbbb) I really cant find it , and it would be stupid to change all the agent user id´s.. thanks!

1 1

Afwezig
by eric.hebben＠handstowork.eu 24 Dec '08

24 Dec '08

Ik ben afwezig van donderdag 24 december 2008 t/m 1 januari 2009. Met vriendelijke groet, Eric Hebben Hans To Work Personeelsdiensten

2 2

agent notification
by Sajit Kalidas 24 Dec '08

24 Dec '08

Hi, How do I setup so that the agents get notified by email when a new ticket is logged? I have got the customer notification ok. I have a queue and a group assigned to the queue. Ideally, I would like to have one person in the group (team leader) notified and then he can assess the ticket and assign it to the appropriate agent. If there is no way to specify one agent to be notified, then I could create a team leader group and an agent group and assign the team leader group to the queue. However, I still need to get the auto-notification working. Please assist. Many thanks Sajit ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

2 1

ACLs and queue's name charset
by Yasir M. Arsanukaev 24 Dec '08

24 Dec '08

Hello everyone. ACLs are great but I don't get why I can't make these work with queues named in UTF-8 or should they be written using some different charset or approach? Thanks a lot. -- Yasir M. Arsanukaev - IT dept JSC "Amurmetal", Russian Federation phone +7 (4217) 529-576

1 1

Need to Use Short OTRS Web URL--help
by Sabeer Ahamed 23 Dec '08

23 Dec '08

Hi All I need to give a short url When I type http://support.helpdesk.com This should be redirected to http://localhost/otrs/index.pl How to redirect and acheive this in apache windows 2003 Server Regards Sabeer

2 2

Disable module manually?
by Machiel van Veen 23 Dec '08

23 Dec '08

Hi list, How can I disable a module manually? I've loaded a module that broke OTRS and I can't disable it now. It is the AgentInfo module and causes a "Need Template or TemplateFile Param!" error. I have tried removing the agentinfo module completely and I have tried disabeling it in a config file, Kernel/Config/Defaults.pm. I've also restarted OTRS and Apache. Many thanks for any help on this in advance. -- Best regards, Machiel van Veen

1 0

OTRS/CTI integration
by Gabriele D'Andrea 23 Dec '08

23 Dec '08

Hello everybody, I'm interested in the integration of OTRS with a PBX via CTI/TAPI, but I still cannot find any documentation about it. Can anyone give some hints about it? -- Gabriele D'Andrea Tel. +39 085 9431161 . Fax +39 085 9431162 . gabriele.dandrea(a)ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore (PE) . Italy . www.ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose, or store or copy the information in any medium.

3 7

Customer User Management
by Bastnagel James - Sterling 22 Dec '08

22 Dec '08

To Anyone Willing to Help: I have recently become the admin of an OTRS 2.3 System. We use LDAP for Agent & Customer authentication. The issue that I am currently facing is when a customer logs in to see their current open tickets, they are only able to see their ticket if it is assigned to one queue--the queue is called "helpdesk". If the ticket is assigned to any other queue, then the customer cannot see the ticket in "My Tickets" and if they go directly to the ticket using link in email, they are faced with a message "No Permission!" While in my logs, I get the following: Tue Dec 16 10:52:44 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:25:57 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:25:42 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:22:06 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:22:03 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:21:37 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! What additional information can I provide to help in troubleshooting this? Thanks, James This message is intended only for the addressee and may contain information that is confidential or privileged. Unauthorized use is strictly prohibited and may be unlawful. If you are not the intended recipient, or the person responsible for delivering to the intended recipient, you should not read, copy, disclose or otherwise use this message, except for the purpose of delivery to the addressee. If you have received this email in error, please delete and advise the IT Help Desk at olympic.help.desk(a)sterlingplans.com immediately.

2 3

Local Repository
by sol sol 22 Dec '08

22 Dec '08

Hi, were c

1 1

Changing Agent Ticket Search template
by bis 22 Dec '08

22 Dec '08

Dear fellow members of the OTRS community I am trying to change the search template for agents ("/otrs/index.pl?Action=AgentTicketSearch") but I am not sure which file I need to change. I just want to delete some text fields and move a few fields around. Can I make the changes from the graphical configuration frontend or do I need to change a ".pm" file? Many thanks in advance Bis

2 5

Unable to respond via email
by Paul Stewart 22 Dec '08

22 Dec '08

Hi there.. New user to OTRS - have the system up and running... I know I'm missing something obvious here, and after reading the docs must have missed something ;) Have setup a queue and can get a test email to showup in the system but cannot respond via email. The queue has a proper email address associated to it, but only option to respond is via phone. What am I missing? Best regards, Paul Stewart

2 1

recieving mail on exchange/imap
by sol sol 21 Dec '08

21 Dec '08

Hi, i am having problems connecting to the exchange server with imap. When i setup otrs like mentioned in the manual id does not receive my mail.. using the same settings in example thunderbird works fine, but otrs does not. Also i want to access some public folders on the excange server, can some explain me how to define this mail box in otrs settings? they are not pass binded but access is granted with changing profiles in exchange. also i would like to leave a copy on the mail servers, is this possible? thanks!

3 10

How to categorize Tickets - Analyze spent time on categories
by ml＠bortal.de 19 Dec '08

19 Dec '08

Hello List, i would like to "Categorize" my tickets in order to find out how much time we spend on Ticket Categories. E.g. i want to know how much time we spend with Network-Support, Development or Telephone Calls. Is there a way to put Tickets into categories an then analyze how much time we spent on it? (in order to see where the fricking time is going ;) Cheers, Mario

4 4

LDAP errors
by Sajit Kalidas 19 Dec '08

19 Dec '08

Hi, Please assist - I am trying to integrate into AD. Firstly, can someone verify that I have the correct understanding of the process: - Created a user sajitk in OTRS - this is the same name as my AD account but the passwords are different. - Am I correct in assuming that I do not need to manually create all the users in OTRS and that they will be created when they logon for the first time (agent sync process)? I have placed the following code into the config.pm file $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'devimon'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=rewards,dc=co,dc=za'; $Self->{'AuthModule::LDAP::UID'} = 'name'; $Self->{'AuthModule::LDAP::Charset'} = 'iso-8859-1'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{UserSyncLDAPMap} = { DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; I am getting the following error in the log file: User: sajitk (DC=sajitk,DC=rewards.co.za,CN=MicrosoftDNS,CN=System,DC=rewards,DC=co,D C=za) authentication failed: '80090308: LdapErr: DSID-0C09030B, comment: AcceptSecurityContext error, data 525, v893 It appears to me that the user is being recognized in AD but it is not being authenticated. I am using the correct credentials. Please help - this is getting very frustrating. Thanks Sajit ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

2 1

OTRS
by sol sol 18 Dec '08

18 Dec '08

Hi, I am trying to setup a test system: Used system win 2000 (no admin access) Xampp I can not seem te be able to get this otrs running with xampp, and i cant find info about it. Can some one help me out with this?

5 12

Closed tickets reopening themselves via email
by Faith Senie 18 Dec '08

18 Dec '08

I could have sworn there was a thread recently about this, but I can't find it in the archives. I just completed a ticket, sent email to the customer, and closed the ticket. OTRS appears to have sent an automated email to the ticketing system telling it "This ticket has been closed!" Since the subject of the email contains the ticket number, OTRS sees this email as a followup to the original ticket, and reopens the ticket. Every time I close the ticket, the action of closing the ticket generates another email telling the system the ticket is closed, which reopens the ticket yet again. I can't get it to close and stay closed. Is there some setting somewhere that controls where OTRS sends notifications like this, or whether it sends such notifications? Thanks, Faith

4 6

Regarding the integration of OTRS Nagios (Monitoring tool)
by vishal sanghi 18 Dec '08

18 Dec '08

HiI am really sorry for the previous post . Please ignore that.Can anyone have documentation for integration of OTRS with monitoring tool Nagios.. Thanks and regardsVishal Sanghi Explore your hobbies and interests. Go to http://in.promos.yahoo.com/groups/

2 1

Customer Interface without login
by chris 18 Dec '08

18 Dec '08

Hey all, I've been looking for a way to let customers just go to my support page and fill out a web form to submit a ticket. Is there a built-in function to do this or am I going to have to learn perl to get this to work. I've been looking at modifying the Framework::Customer::Auth::HTTPAuth script to feed httpauth a generic login, but no dice so far. Thanks hax

3 2

OTRS 2.3.3 - Authenticating against Windows 2K3 AD failing
by Andy Ashley 18 Dec '08

18 Dec '08

Hi all, Perhaps someone can shed some light on this. I have scoured the net and forums pretty well.. I have a machine, Gentoo Linux running Apache (2.2.9) with PHP (5.2.5-p17) and Net::LDAP (perl-ldap-0.39). /etc/resolv.conf search subdomain.domain.tld nameserver 192.168.100.10 OTRS (2.3.3, tried 2.3.2 too, same result) is running as an Apache vhost. I have restarted Apache after config changes as suggested by someone who discovered that this is sometimes needed although it really shouldnt be.. I have configured OTRS to authenticate against a Windows 2K3 AD server, relevant(hopefully) config is as follows: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.100.10'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=INTERNAL,dc=subdomain,dc=domain,dc=tld'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrs_users,cn=Users,dc=subdomain,dc=domain,dc=tld'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=binddn_user,OU=Service Accounts,dc=subdomain,dc=domain,dc=tld'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'Mypa55word'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{UserSyncLDAPGroups} = [ 'users', ]; I left out the group filtering bits as I just want to get it working before trying to lock it down. Now, if I attempt to log in as a user in the INTERNAL OU (or any user for that matter), I get a failure: Login Failed! Your username or password was entered incorrectly. (I double checked the password, AD account is not locked out and is part of the otrs_users group which is in the Service Accounts OU) From: /var/log/otrs.log [Wed Dec 17 17:05:11 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece A look at the AD Security logs says that the binddn_user is sucessfully authenticating/logging out but nothing much else. Any help much appreciated! Thanks. -- Regards, Andy Ashley.

2 2

OTRS connection over ODBC to MSSQL
by Patrick Schiess 18 Dec '08

18 Dec '08

hi, does anyone of you guys have experiences with an ODBC connection from an OTRS system that runs on a linux system to a MSSQL database? maybe you will ask, why the heck i want to connect to a MSSQL database as i have the possibility to you a MySQL database on the linux machine... well, we need a functionality that doesn't exist on MySQL so far i know... thanks for some replies on this post. regards, patrick.

3 4

Regarding the integration of OTRS with the other tools.
by vishal sanghi 18 Dec '08

18 Dec '08

Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

1 0

Notification Problem
by Trasschaert Karl 17 Dec '08

17 Dec '08

Hi, I'm testing otrs, i saw that when someone send a e-mail to the otrs system, the agent get a notification but the customer didn't receive any notification. I'f i answer a ticket the customer get the message. Any idea what ca be wrong ? I'm using smtp. I can see in the log that the message looks to be send: Sent agent 'NewTicket' notification to 'karl(a)inventivetelecom.com'. Wed Dec 17 16:20:04 2008 notice OTRS-PM3-10 Sent auto response (SendAutoReply) for Ticket [200812171084] (TicketID=104, ArticleID=611) to '"Trasschaert Karl" <info(a)net-work.be>'. Wed Dec 17 16:20:04 2008 notice OTRS-PM3-10 Sent email to '"Trasschaert Karl" <info(a)net-work.be>' from 'ITP Ticket System <support(a)inventivetelecom.com>'. HistoryType => SendAutoReply, Subject => [ITPTicket#200812171084] ca marche pas; Wed Dec 17 16:20:03 2008 notice OTRS-PM3-10 New Ticket [200812171084/ca marche pas] created (TicketID=104,Queue=Support,Priority=3 normal,State=new) Wed Dec 17 16:19:42 2008 notice OTRS-CGI-10 Sent customer 'StateUpdate' notification to '"Trasschaert Karl" <info(a)net-work.be>'. Wed Dec 17 16:19:42 2008 notice OTRS-CGI-10 Sent email to '"Trasschaert Karl" <info(a)net-work.be>' from 'ITP Ticket System <support(a)inventivetelecom.com>'. HistoryType => SendCustomerNotification, Subject => Re: [ITPTicket#200812171083] New State "closed successful"!; Wed Dec 17 16:19:38 2008 notice OTRS-CGI-10 Sent customer 'OwnerUpdate' notification to '"Trasschaert Karl" <info(a)net-work.be>'. Wed Dec 17 16:19:38 2008 notice OTRS-CGI-10 Sent email to '"Trasschaert Karl" <info(a)net-work.be>' from 'ITP Ticket System <support(a)inventivetelecom.com>'. HistoryType => SendCustomerNotification, Subject => Re: [ITPTicket#200812171083] New Owner "Karl"!; _________________________________________________________________ Windows Live fait de votre vie virtuelle une véritable fête ! http://get.live.com

2 2

Windows - OTRS e-mail not sending
by Michael Lewis 17 Dec '08

17 Dec '08

Installed application (2.3.3) on Windows 2003/MS Exchange 2003. Install was fine, but unable to send e-mail. The system receives mail with no problems, dumps them into RAW. It thinks it has sent mail, even in the .log file it states mail has been sent but it never shows up. Checked everything on e-mail server, sent test mail to/from account I'm using and it works fine. Tested connecting to server via POP command line - no problems. Also, in the log it continually adds this error: [Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module Kernel/Config/GenericAgent.pm not found! Michael Our company accepts no liability for the content of this email, or for the consequences of any actions taken on the basis of the information provided, unless that information is subsequently confirmed in writing. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. No employee or agent is authorized to conclude any binding agreement on behalf of Copper State Communications with another party by email without express written confirmation by a Corporate Officer of Copper State Communications.

1 0

Regarding the integration of OTRS with the other tools.
by vishal sanghi 17 Dec '08

17 Dec '08

Hiis there any tools which can be integrated with OTRS for change management, monitoring (may be nagios) and KEDB. If anyone having information about this please post.Thanks Vishal Sanghi09881471239 Unlimited freedom, unlimited storage. Get it now, on http://help.yahoo.com/l/in/yahoo/mail/yahoomail/tools/tools-08.html/

3 2

Vieuwing More info in the queue vieuw
by Trasschaert Karl 17 Dec '08

17 Dec '08

Hi, is it possible to add some information in a ticket in the queue view like first human response time, Owner and last answer time . Whcih file do we have to modify ? Is it possible to add the priority in the result when you do a ticket search . It it possible to make a stat profile showing the NEW to OPEN (response) and NEW to RESOLUTION (close) time. Thx in advance _________________________________________________________________ Découvrez vite le nouveau Hotmail ! http://www.windowslive-hotmail.com/comingsoon/fr/default.htm

1 0

Re: [otrs] migration from linux to windows
by neela kantam 17 Dec '08

17 Dec '08

can we migrate OTRS (customized) from linux to windows . If yes can u let me know the procedure to do Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

4 3

Followup priority change
by Michael Bonnice 17 Dec '08

17 Dec '08

Hi All, Hoping someone can help me. I am wanting ticket priorities to change when a customer replies to an auto reply message send from OTRS. That is, when a customer first receives an auto reply after raising a new ticket and then replies to that ticket I want to the priority to change to a higher level. I have worked how to set ticket priorities when they are first raised but do not how to get them to automatically change after a followup. I have looked at the PostMaster filters and GenericAgent functions but they do not seem to offer a solution. Anyone have any ideas? Regards, Michael

2 1

Question about Database Connection (mssql)
by John Late 16 Dec '08

16 Dec '08

Hello I am trying to connect my otrs installation to a mssql database. I am using this connection string but it is really slow and it is impacting the system performance. It connects but the performance is far away from mysql. $Self->{'Database::Type'} = q/mssql/; $Self->{'Database'} = q/otrs/; $Self->{'DatabaseUser'} = q/jurl/; $Self->{'DatabasePw'} = q/hohoho/; $Self->{DatabaseDSN} = q/DBI:ODBC:driver={SQL Server};Server=192.168.101.22,1433;database=otrs;/; Please, after Googling and search in the list, can somebody provide an alternative connection string? Thank you in advance John

2 5

(no subject)
by neela kantam 16 Dec '08

16 Dec '08

can we migrate otrs (which is customized ) from linux to windows . If yes can u tell me the procedure Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

1 0

REG: Integrating OTRS With J2EE APPLICATION
by neela kantam 16 Dec '08

16 Dec '08

can any one know the methods to integrate otrs(prel) with webSphere (J2EE ) Unlimited freedom, unlimited storage. Get it now, on http://help.yahoo.com/l/in/yahoo/mail/yahoomail/tools/tools-08.html/

1 0

About Tools Integration
by vishal sanghi 15 Dec '08

15 Dec '08

Hi Please suggest which tools can be integrated with OTRS. For Monitoring For Change Management For Knowledge Management Thanks and regards Vishal Sanghi Download prohibited? No problem. CHAT from any browser, without download. Go to http://in.webmessenger.yahoo.com/

1 0

Time accounting & calendar
by Marco Vannini 15 Dec '08

15 Dec '08

Hi all, I don't know If there is a way to do that or if it should be developed, but, it would very useful to linkage calendar information with time accounting at least for leave/vacation and similar information. That because you are not able to schedule planned vacation on timeaccounting and watching who is present a predetermined period out of calendar plugin but guys has to input double information if they has to use timeaccounting plugin. Thank in advance if there will be any hints to try to do that or either if it will be taken in consideration for future implementation. See you. MV

1 0

SugarCRM
by Maurice James Ny 15 Dec '08

15 Dec '08

Has anyone gotten SugarCRM to work with OTRS yet? If you have, how did you do it?

2 1

ER diagram of OTRS
by Ragho, Vinayak 15 Dec '08

15 Dec '08

Friends, Does anyone has list of tables and their details created in mysql DB by OTRS? Regards Vinayak

2 1

Change Management tool to integrate with OTRS
by Ragho, Vinayak 15 Dec '08

15 Dec '08

Friends, Since change management is not available in OTRS (Please correct me, If I am wrong in saying this), what will be best tool to look for integration time being (till change management becomes available in OTRS, which is planned for Q3-2009). Regards Vinayak

2 1

Priority Status does not stick to what its set to.
by dOE 12 Dec '08

12 Dec '08

Hello, I am very very much an OTRS n00b, and have inherited the system from previous IT employee. Our Build is: OTRS Version: *2.1*, patch *4*, last updated on *January 2007 *My question is regarding the status set to the tickets priority. When the priority of a ticket has been set to "High", and we go back into the ticket its priority has downgraded to default. I am sorry if my description is vague, but I do not know a whole lot about the software.

2 2

Newbie question - customer login
by Bis 12 Dec '08

12 Dec '08

I want to create a new login page by making a copy of the existing customer.pl file but I can¹t find it. Does anyone know which directory it would sit in? Thanks Bis ------------------------------------------------------------------------------------------ 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

Re: [otrs] Stats
by Le machito 12 Dec '08

12 Dec '08

Thanks Marco, it seems a very useful tool. Unfortunately, even if it shows many interesting functions, I still can not add this info imported from an external database. Cheers Raoul >did you tryed otrs-manager ? it provides some additional statistics >Aand it is GPL2 too >find it out at www dot tokaware dot com 2008/12/3 Le machito <elmachito at gmail.com <http://lists.otrs.org/cgi-bin/listinfo/otrs>>: >* Hello, *>* I imported the list of customers from an external database. I imported some *>* data as name, first name, office number, phone, office and Department. *>* I am trying to made stats by Department in order to know the number of *>* request of each Department in my company. *>* It is possible to do it with OTRS? When I try to define a new stat the *>* choice of elements is limited to the OTRS elements. (Type, Service, SLA, *>* etc) *>* Thanks *>* Raoul*

1 0

Newbie question - customer login
by Bis 12 Dec '08

12 Dec '08

Please ignore my last question I found it now! :-) ------------------------------------------------------------------------------------------ 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] otrs Digest, Vol 3, Issue 12
by Ragho, Vinayak 12 Dec '08

12 Dec '08

Team, Has anyone integrate OTRS with Active Directory 1) where OTRS is installed on windows and 2) OTRS is installed in Linux environment. If yes share the experience, and issues faced with it. Regards Vinayak -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, December 04, 2008 10:12 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 3, Issue 12 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: OTRS Reporting on WIndows 2003 with SQL (Simon Cusack) 2. Some follow-ups are not received (Boris Shirokov) 3. Re: Mailing issue (I believe) (Aaron Rabinowitz) 4. Re: Mailing issue (I believe) (Michiel Beijen) 5. Re: Question about Ticketnotification (Ugo Bellavance) 6. Undesired CC: (Ugo Bellavance) 7. Default subject value for customer follow up (Sebastien Bourgasser) ---------------------------------------------------------------------- Message: 1 Date: Thu, 4 Dec 2008 16:44:32 +0430 From: "Simon Cusack" <scusack(a)gmail.com> Subject: Re: [otrs] OTRS Reporting on WIndows 2003 with SQL To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4dc6790c0812040414xc214c17ofe40ca7d55d38766(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" What Ive done is basically gone to search and look at open tickets, closed tickets and do a search for what I need. I then export as a csv and throw it into Excel. It will display the following information by default: TicketNumber Age Created State Priority Queue Lock Owner UserFirstname UserLastname From Subject On Thu, Dec 4, 2008 at 2:05 PM, Marco Vannini <marco.vannini(a)gmail.com>wrote: > Either for this issue I've found otrs-manager usefull. > > www dot tokaware dot com > > > > On Wed, Dec 3, 2008 at 6:01 PM, Obee, Daniel <obee(a)myhammer.de> wrote: > > There's no ready-made reports of reason as far as I can see. > > > > I use a couple of reports did with Toad and then exported them to excel > with the ODBC connection. Thus it just takes me a couple of clicks to get > the actual data. With Toad the export of SQLs including Pivot tables is a > non-brainer, so I really can recommend the (Freeware) program for such > matters. > > > > Greez > > Daniel > > > > -----Urspr?ngliche Nachricht----- > > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von > scusack > > Gesendet: Mittwoch, 3. Dezember 2008 17:46 > > An: otrs(a)otrs.org > > Betreff: [otrs] OTRS Reporting on WIndows 2003 with SQL > > > > Has anyone created any type of reporting for OTRS? Is their a package > > you can install or anything out there at the moment. I see most people > > are just running reports by exporting information from the SQl > > database. If anyone has setup anything that would save me time that > > would be great. > > > > Thanks > > _______________________________________________ > > 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 > > > _______________________________________________ > 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 >

2 1

Stats
by Le machito 12 Dec '08

12 Dec '08

Hello,I imported the list of customers from an external database. I imported some data as name, first name, office number, phone, office and Department. I am trying to made stats by Department in order to know the number of request of each Department in my company. It is possible to do it with OTRS? When I try to define a new stat the choice of elements is limited to the OTRS elements. (Type, Service, SLA, etc) Thanks Raoul

3 2

Question about "My Queue"
by Brian 12 Dec '08

12 Dec '08

I've been searching the mailing list and google for the past few days. Someone has asked this question but never received an answer. So I'm trying to find out if the function of "My Queue" can actually serve a purpose and all tickets owned (aka created) by a user can appear in their "My Queue" this way it is easy which tickets you have taken as an agent from the raw queue. Also I was wondering if there is an option to not lock a ticket after it has been created/moved/edited etc, that it must be manually locked. Thanks, Any help is appreciated!!!

5 6

Debug not working?
by Lukas Barth 12 Dec '08

12 Dec '08

Hi All, I'm having a little trouble with an installation of OTRS2 on Debian etch - especially I'm trying to get my customers' userdata from an Active Directory, and something seems to go wrong there (I get "Panic! No UserData!" on login..) So I thought "Hey, would be a great idea to enable debug!" and I set $Self->{'Debug'} = 5; in Config.pm. Now the first odd thing is that at the actual logging location (I'm using the File-Log) no debug messages appear, I only get lines like these: [Wed Dec 3 10:05:12 2008][Notice][Kernel::System::Auth::LDAP::Auth] User: username (CN=changed,OU=to,OU=protect,DC=the,DC=innocent) authentication ok (REMOTE_ADDR: 172.17.xxx.xxx). [Wed Dec 3 10:05:12 2008][Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'username'!!! In my apache's error log I seem to get some debug output, e.g.: Debug: Config.pm ->Get('CGILogPrefix') --> OTRS-CGI Debug: Config.pm ->Get('SystemID') --> 01 Debug: Config.pm ->Get('LogModule') --> Kernel::System::Log::File Debug: Config.pm ->Get('LogModule::LogFile') --> /var/log/otrs/otrs.log Debug: Config.pm ->Get('LogModule::LogFile::Date') --> 0 Error: Config.pm No value for 'LogModule::LogFile::Date' in Config.pm found! ... ... ... Debug: Config.pm ->Get('Frontend::Output::PostFilter') --> Error: Config.pm No value for 'Frontend::Output::PostFilter' in Config.pm found! Debug: Config.pm ->Get('Frontend::Output::PostFilter') --> Error: Config.pm No value for 'Frontend::Output::PostFilter' in Config.pm found! These are the last lines of the debug output. Although there are some errors, these seem not to be critical, since I am able to log in as admin. I actually would expect the debug mode to give me a little debug output on what actually happens, not only on how it was able to load the configuration. Is there something wrong with my debug output? Kind regards, Lukas Barth

2 3

ticket visibility control for customers
by Anton Gubar'kov 12 Dec '08

12 Dec '08

Hello, colleagues, I run a service for several clients i.e. companies. I have a request from one of my clients to provide access control on ticket level among the customers of this client. He would like to be able to assign arbitrary number of Readers (ro rights) and Contributors (rw rights) to every ticket they create. If the customer has neither Reader, nor Contributor right, such customer should not see the ticket in the Company tickets. If the customer has Reader right for the ticket, he is able to see the ticket in the Company tickets If the customer has Contributor right for the ticket, he is able to provide additional information and change status of the ticket as if he were the creator. The creator of the ticket is assigned Contributor right. I suspect that it's a development. Maybe you could direct me to the right modules to look and change. regards, Anton.

1 0

Re: [otrs] otrs Digest, Vol 3, Issue 24
by Gabriel Díaz Diaz 11 Dec '08

11 Dec '08

Hello: The Mod_Perl and apache::DBI is installed. The line is uncomment, but I don't locate the apache instance. Thank you. El 11/12/2008, a las 13:00, otrs-request(a)otrs.org escribió: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: Help (Anton Gubar'kov) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 11 Dec 2008 14:29:42 +0300 > From: "Anton Gubar'kov" <anton.gubarkov(a)gmail.com> > Subject: Re: [otrs] Help > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <957797a60812110329h3367593cj20aabb00f31c7896(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Install mod_perl and configure it in your apache instance. -DPERL > apache > option might be enough. > Install Apache::DBI and uncomment line > #Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'some-pass'); > in ~otrs/scripts/apache-perl-startup.pl or > ~otrs/scripts/apache2-perl-startup.pl > > Regards, > Anton. > > 2008/12/11 Gabriel D?az <gaby0806(a)gmail.com> > >> Hello: >> >> I need help, because the module of support report three critical >> error: >> >> Apache::DBI >> Apache::DBI should be used to get a better performance (pre establish >> database connections). Critical Apache::Reload >> You should use mod_perl to increase your performance very strong! >> Critical Version >> (mod_perl) >> You should use mod_perl to increase your performance (you really >> should do >> this). Critical >> My S.O. is Fedora 9 >> >> Anyone, Can help me? >> >> Sorry but my english is not good. >> >> Thanks. >> >> >> >> _______________________________________________ >> 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 >> >

2 1

Customer Type Ticket
by Lucio de Aquino Marinho 11 Dec '08

11 Dec '08

Hello to all I need of aid. I need to prevent the customer choose the type of call but I need the option on the screen of the agent. In the Setup screen can I disable the type of ticket, but it disables both the agent and for the customer I tried to acl but without success, someone has succeeded to do that ever Thanks

1 0

Help
by Gabriel Díaz 11 Dec '08

11 Dec '08

Hello: I need help, because the module of support report three critical error: Apache::DBI Apache::DBI should be used to get a better performance (pre establish database connections). Critical Apache::Reload You should use mod_perl to increase your performance very strong! Critical Version (mod_perl) You should use mod_perl to increase your performance (you really should do this). Critical My S.O. is Fedora 9 Anyone, Can help me? Sorry but my english is not good. Thanks.

2 1

Identify Ticket-ID by message-headers
by ValiDOM 10 Dec '08

10 Dec '08

hi! currently, in a community 20 people are working on emails sent to one address. These mails get redirected by simple automatic mail-forwarding. We like to use OTRS for this in the future. But a few of these "Agents" still like to work in the traditional way: answer to the email and copy the automatic forwarder to everybody. OTRS would then create a new ticket for each answer... So what about identifying the Ticket-ID by the message headers? Usually there is someting like this: Message-ID: <25A46C7xxxxx(a)xxxxxx.com> References: <48E141F2xxx(a)xxxx.net>, In-Reply-To: <48E141F2xxx(a)xxxx.net> If the Message "8E141F2xxx(a)xxxx.net" is still in OTRS and has a valid Ticket-ID - would it be possible that the PostMasterAgent find out the corresponding Ticket-ID and assign the the message "25A46C7xxxxx(a)kxxxxx.com" to it? Thanks a lot for any ideas :) Vali

3 4

Move Phone, Note, etc
by LQ Marshall 10 Dec '08

10 Dec '08

Does anyone know if it is possible to MOVE or DELETE a single phone conversation or note, for that matter, to a different ticket? We had a agent make some notes in a customers ticket with the intention of placing them in the associated ticket. I need to delete or move this entry. Thanks in advance... Lawrence

2 2

Don't require a password
by Eric Horton 10 Dec '08

10 Dec '08

Is there any way that the customer can log in with just a login ID and not require a password? I have looked through everything and can't find how to not require a password. Thanks Eric Horton ehorton(a)hortonsonline.org

1 0

Print bug about note-internal articles ?
by Laurent Minost 10 Dec '08

10 Dec '08

Hi, Using OTRS v2.2.5 here (so we are not at the latest version at the moment) and I would like to know if users with the latest version (2.3.3) or version > 2.2.5 are facing the same problem : while logged in the customer web interface, if you try to print a ticket that contains some note-internal articles, these one are shown on the generated PDF :o( Not exactly what we would expected :) Can you please confirm this behavior ? I will then open/fill a bug report on bugs.otrs.org because I did not found one there at the moment. Thanks. BR. Laurent MINOST

2 2

Software error
by vishal sanghi 10 Dec '08

10 Dec '08

Hi Please tell about this error. The customer.pl is unable to open Software error:Can't call method "GetOption" on an undefined value at C:/OTRS/otrs/bin/cgi-bin/../../Kernel/System/CustomerAuth.pm line 104, <DATA> line 275. For help, please send mail to the webmaster (admin(a)your-domain.com) giving this error message and the time and date of the error. Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

1 0

How to adjust options in email responses?
by Nick Bright 10 Dec '08

10 Dec '08

Greetings, In my OTRS 2.3.3 installation, things are working generally quite well, but there's one little item that is quite annoying. When responding to a ticket by clicking "empty answer" (it's the default empty answer), the "To:" field is the customers' original email address, but in the "Cc:" field, is "support(a)valnet.net". This causes a loopback in which the response we send gets emailed to the same email address that the customer emails to, resulting in the same email posting to the ticket twice - once as our response to the customer, and once as a customer response to us. It also generates a "New Response" email to the agent, and shows up as a "New Message" in the upper right hand corner of the screen. This is quite annoying. How do I get rid of that "Cc:"? I poked around in the options and on the filesystem, but I've been unable to find anything thus far. -- --- - Nick Bright Network Administrator Valnet, LLC Tel 888-332-1616 x 315 Fax 620-332-1201

3 4

Mandatory Fields like SLA and Service
by Egor Tsilenko 09 Dec '08

09 Dec '08

Hi, Is it possible, via web interface SysConfig area, to mark Service and SLA fields as mandatory when creating ticket via AgentTicketPhone? I've seen a couple of references to do that with TicketFreeText googling around this maillist, but I'm not seeing the way to do this with Service and SLA. Any hints?

1 0

SugarCRM
by Darren Wiebe 09 Dec '08

09 Dec '08

I just setup OTRS to read contacts with SugarCRM. It was way easier than I expected. Thanks for the great work! -- Darren Wiebe darren(a)aleph-com.net Aleph Communications www.aleph-com.net

3 2

Re: [otrs] Field Services appears empty in the Phone Ticket form
by Le machito 09 Dec '08

09 Dec '08

Thanks Leonardo, it works. Raoul On the same Customer Users<->Services go to default services, choose them all and make sure no client has service assigned, then all services will be available for all clients ;) 2008/12/5 Le machito <elmachito at gmail.com <http://lists.otrs.org/cgi-bin/listinfo/otrs>> >* Ok, I found the solution, I only have to go to Admin/ Customer*>* Users<->Services and choose the Customer and click in each Service. Now, the*>* problem is how to give access to every user to all the services without*>* click 10000 of times? Raoul*

1 0

Reg:Integrating otrs with web sphere server
by neela kantam 09 Dec '08

09 Dec '08

hi, Is Integrating the Otrs with web sphere server (wcs) is possible . i am using windows OS Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

1 0

SugarCRM
by Maurice James Ny 09 Dec '08

09 Dec '08

Has anyone gotten SugarCRM to work with OTRS yet? If yes, how?

1 0

strange behaviour with GenericAgent.pl
by Patrick Schiess 08 Dec '08

08 Dec '08

FYI: i have a manual installation of otrs with the following components: - win2003 32bit - perl 5.10 - apache 2.2.10 - otrs 2.3.3 - pycron 0.5.9 note: well i use pycron because the cronw does not work with 5.10 in my installation... when i try to run the GenericAgent.pl job through pycron i have the problem, that it resends and resend over and over again every email coming from tickets that did escalate. after doing some research i finally found the cause of this problem... it is located in the NotifyAgentGroupOfCustomQueue.pm... on line 120 you can find the following: && $Line->{Name} =~ /\Q\%\%$User{UserEmail}\E$/i i wrote a little test script that looks like that: print ("%%Escalation%%bla.bla(a)domain.ch" =~ /\Q\%\%bla.bla(a)domain.ch\E$/i) and found out that it NEVER gets a matching, so it tries over and over again to send the escalation emails, instead of don't send the escalations when it has already be sent during the day! interestingly i have a otrs installation that works with perl 5.8.8 and on this installation everything works pretty good... ?!?!? so, finally i came to the conclusion that there is either a bug in perl or in otrs, as it seems that perl 5.10 does not escape some charachters between a \Q \E... and it should escape the % character in the line below. when i change the line into: print ("%%Escalation%%bla.bla(a)domain.ch" =~ /\Q%%bla.bla(a)domain.ch\E$/i) then everything is fine ! kind regards, patrick.

1 0

Default subject value for customer follow up
by Sebastien Bourgasser 08 Dec '08

08 Dec '08

Hello the list, I'm trying to set a default value for the subject field of the CustomerTicketZoom form. The corresponding code is: <input type="text" name="Subject" value="$QData{"Subject"}" size="70"/> and $QData{"Subject"} is always empty. Is there a way to fill this variable with the content of the first article's subject to prevent the customer to set a new subject at each reply ? I tried to replace $QData{"Subject"} with $QData{"Article::Subject"} but it's always empty. Is there also a way to dump the content of $QData ? Thanks beforehand. -- Sebastien Bourgasser

1 1

Full message / raw view of ticket in OTRS 2.3.x
by ValiDOM 08 Dec '08

08 Dec '08

hi, does anybody have an idea where to view the plain (raw) message in OTRS 2.3.x ? The same question was raised up by Kristofer on this list. Quoting "kristofer@xxxxxxxxxxxxxx" Mon, 11 Aug 2008 14:48:55 -0500 (CDT) > I was able to see full message headers prior to OTRS 2.3.x.. but > now in 2.3.x, I don't see a link > to view the entire raw message. > > How can we view the full message with the raw headers from the agent screen? In general, I got the same issue ... I would need this to find out why OTRS is moving tickets to the "Junk" queue while I do not like to. Thanks a lot! Vali

2 1

Otrs ispell/aspell on Windows
by Horacio Hoyos 08 Dec '08

08 Dec '08

Hello, I am relatively new to OTRS and perl. I have been configuring a OTRS installation on a Windows 2003 Server, doing some tests and understanding how it all works together. My latest tests are about ispell/aspell and spellcheking option. I have changed Confing.pm to add Aspell Support: $Self->{SpellCheckerBin} = 'C:/Archivos de programa/Aspell/bin/aspell.exe'; $Self->{SpellCheckerDictDefault} = 'es'; $Self->{PreferencesGroups}->{SpellDict} = { Module => 'Kernel::Output::HTML::PreferencesGeneric', Colum => 'Other Options', Label => 'Spelling Dictionary', Desc => 'Select your default spelling dictionary.', Data => { #dict => frontend (aspell) 'en' => 'Ingles', 'es' => 'Español', }, PrefKey => 'UserSpellDict', Prio => 5000, Activ => 1, }; But when I open a message for composing and click on the Spell Checker the spell checking window opens but the text is not checked. I did some tests on the Spelling.pm file and tracked down the malfunction to (line 167): ... if (open (SPELL, "$Self->{SpellChecker} < $TmpFile |")) { my $Output = ''; my %Data = (); my $Lines = 1; my $CurrentLine = 0; $Self->{LogObject}->Log( Priority => 'notice', Message => "SPELL $Self->{SpellChecker}", ); while (my $Line = <SPELL>) { *<----- THIS LINE!!!! ... The condition in the while never returns true. I have made some tests and verified the TmpFile is filled, so it seems it has to do something with the piping on line 157 in the open statement. I am not a perl expert so I dont know what can be wrong. Any ideas? Horacio Hoyos Rodriguez Engineering Division Balum Telecomunicaciones www.balum.com.co

2 1

Question about Ticketnotification
by Glaab, Achim 08 Dec '08

08 Dec '08

Hi, is there a possibility to config the following feature? Out Users are getting informed about the status of their tickets, they put into OTRS. Is there a possibility to add an input item to the customer ticket form, so that the customer can add an emailaddress, which is also informed about any status changes of the ticket? Regards achim

2 2

Is there any notifications when I create user?
by JOHNSON CHUANG (ULI-HK) 08 Dec '08

08 Dec '08

Is there any email notifications when I create new user? For example: If I create user A, his email address is usera(a)abc.com, this email will contain the user information include user name, password and etc. Is there any clue to do that? Thanks! Johnson Chuang

1 0

Field Services appears empty in the Phone Ticket form
by Le machito 05 Dec '08

05 Dec '08

Ok, I found the solution, I only have to go to Admin/ Customer Users<->Services and choose the Customer and click in each Service. Now, the problem is how to give access to every user to all the services without click 10000 of times?Raoul

2 1

Fila Manager
by Marijan Lesko (MLK) 05 Dec '08

05 Dec '08

Have a question, maybe someone knows the answer. I use OTRS 2.3.2 on win32 platform (Win 2K3 SRV STD). In File Manager I would like to know where to create that shared folder, or better yet, where in the win32 directory structure is /home folder ?????: Message: FileManager Root directory doesn't exist: /home/otrs-share/, please check your config setting! Marijan Lesko -- Votre meilleur compliment à MontréalNetQuest Inc. est une référence auprès vos amis et partenaires d'affaires. Gestion Des Technologies Informatiques. 5250, ave. Ferrier, suite 805, Montréal (Québec) H4P 1L4 Tél: (514) 486-9005 x1001, Sans frais: 1-866-486-9005 x1001, Fax: (514) 486-5721 E-mail: marijan(a)mnquest.com <mailto:marijan@mnquest.com> , http://www.mnquest.com <http://www.mnquest.com/> -- Les prix soumissionnés sont valides pour une période de 24 heures à moins d'avis contraire ~ Vérifier si le produit suggéré correspond à vos attentes. --------------- This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

2 3

Enabling ArticleStorageFS with Debian Etch otrs2 package (2.0.4)
by Ari Epstein 04 Dec '08

04 Dec '08

Hi, I wanted to switch from using ArticleStorageDB to ArticleStorageFS to reduce the size of my Mysql database and support arbitrarily large e- mails. I follow the instructions and add the following to /etc/otrs/ Kernel/Config.pm: [...] $Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStorageDB'; [...] Then I try sending a large file and this appears in the syslog: Dec 4 13:23:13 xen1 OTRS-PM-10[20223]: [Error] [Kernel::System::Ticket::ArticleStorageDB::ArticleWritePlain][Line: 203]: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (4039, ?, current_timestamp, 1, current_timestamp, 1)' Dec 4 13:23:14 xen1 OTRS-PM-10[20223]: [Error] [Kernel::System::Ticket::ArticleStorageDB::ArticleWriteAttachment] [Line:265]: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO article_attachment (article_id, filename, content_type, content_size, content, create_time, create_by, change_time, change_by) VALUES (4039, '20081023.mp3', 'audio/mpeg\; name=20081023.mp3', '19000240', ?, current_timestamp, 1, current_timestamp, 1)' Any idea why ArticleStorageDB is still being used? I'm stumped. -Ari

1 1

Enabling ArticleStorageFS with Debian Etch otrs2 package (2.0.4)
by Ari Epstein 04 Dec '08

04 Dec '08

Hi, I wanted to switch from using ArticleStorageDB to ArticleStorageFS to reduce the size of my Mysql database and support arbitrarily large e- mails. I follow the instructions and add the following to /etc/otrs/ Kernel/Config.pm: [...] $Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStorageDB'; [...] Then I try sending a large file and this appears in the syslog: Dec 4 13:23:13 xen1 OTRS-PM-10[20223]: [Error] [Kernel::System::Ticket::ArticleStorageDB::ArticleWritePlain][Line: 203]: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (4039, ?, current_timestamp, 1, current_timestamp, 1)' Dec 4 13:23:14 xen1 OTRS-PM-10[20223]: [Error] [Kernel::System::Ticket::ArticleStorageDB::ArticleWriteAttachment] [Line:265]: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO article_attachment (article_id, filename, content_type, content_size, content, create_time, create_by, change_time, change_by) VALUES (4039, '20081023.mp3', 'audio/mpeg\; name=20081023.mp3', '19000240', ?, current_timestamp, 1, current_timestamp, 1)' Any idea why ArticleStorageDB is still being used? I'm stumped. -Ari

1 0

Undesired CC:
by Ugo Bellavance 04 Dec '08

04 Dec '08

Hi, Here is the problem: Everytime I answer a ticket using "Compose Answer", the answer is sent to the requestor, but also to the e-mail address of our OTRS system. This has the benefit of informing everyone in the queue, but it has the very undesirable side-effect of re-opening a closed ticket. Is anyone else seeing the same thing? I've searched through all the configs and I couldn't find anything that would relate to these CC: Thanks, Ugo

1 1

Replies always sent to the otrs address + a few other problems
by Ugo Bellavance 04 Dec '08

04 Dec '08

Hi, I'm relatively new to OTRS... I'm looking for the configuration for this: Whenever I reply to a ticket, a copy is sent to the queue e-mail address. This cause a ticket to be re-opened whenever I reply and change the status to 'closed'. I don't see where I coulc have configured that... Also, HTML is always stripped to text (My PostmasterAutoHTML2Text = No). When OTRS receives an HTML e-mail, I see the body in plain text, with HTML message as an attachment, and any images that are included in the message are also attachments. Am I missing a module or something? Also, where can we change the request type, except when we close? Running otrs-2.3.3-01 installed via rpm, Centos 4, fedora 4 rpm, MySQL backend. Thanks in advance. Regards, Ugo

1 1

Mailing issue (I believe)
by Aaron Rabinowitz 04 Dec '08

04 Dec '08

Anytime I try to forward or mail anything from otrs it comes up with the following error: __ Software error: Modification of a read-only value attempted at /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS/Question.pm line 47. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. __ can anyone identify why this may be happening? could it by that I'm missing some dependencies that didn't originally install? thanks in advance for your help! Aaron

2 2

Some follow-ups are not received
by Boris Shirokov 04 Dec '08

04 Dec '08

We have encountered the following problem. Some follow-ups do not reflect in OTRS - the system neither attach them to a correspondent ticket nor creates a new one. Nevertheless OTRS sends New ticket auto response with the wrong ticket number (like 2008120410000901, while our SystemID is 20). Of course no ticket in the system with this number. System Log has no info on the above action. OTRS ver.2.3.3. Is there any additional info I should provide? Boris

1 0

OTRS Reporting on WIndows 2003 with SQL
by scusack 04 Dec '08

04 Dec '08

Has anyone created any type of reporting for OTRS? Is their a package you can install or anything out there at the moment. I see most people are just running reports by exporting information from the SQl database. If anyone has setup anything that would save me time that would be great. Thanks

4 3

Configure Default Sign Key
by David Eco 04 Dec '08

04 Dec '08

Hi all, I think the "Default Sign Key" in Queue setting is for outbound email display account. For instance, we use support(a)company.com for receiving the tickets, but want to use noc(a)company.com for outgoing mail from NOC queue. So we need to set up the display email account for outbound emails. I tried to find how to configure it but didn't find. Now it shows "Default Sign Key (tickets@comp[..]): " and drop down option is empty. Can anyone kindly advise? thank you. David _________________________________________________________________

2 4

Active Perl - CVS repository
by Machado, Hector (H USA) 03 Dec '08

03 Dec '08

Hi all, It seems the possibility to follow the Active Perl setup instructions for the Win32 release don't work? If I configure the Active Perl package manager with http://cvs.otrs.org/viewvc.cgi/*checkout*/otrs4win32/Source/packages/pac kages.lst it fails. If I browse the CVS, I see this folder "otrs4win32" isn't there. According to the FAQ, I need to do this for OTRS to work on IIS 6. I have not installed OTRS yet, has the new version eliminated the need for downloading these perl modules? http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=282 Best regards, Hector ---------------------------------------------------------------------------- This message and any included attachments are from Siemens Medical Solutions and are intended only for the addressee(s). The information contained herein may include trade secrets or privileged or otherwise confidential information. Unauthorized review, forwarding, printing, copying, distributing, or using such information is strictly prohibited and may be unlawful. If you received this message in error, or have reason to believe you are not authorized to receive it, please promptly delete this message and notify the sender by e-mail with a copy to Central.SecurityOffice(a)siemens.com Thank you

1 0