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Field Services appears empty in the Phone Ticket form
by Le machito 03 Dec '08

03 Dec '08

Hello, I added some Services and Sub-Services in Admin Area/Service Management, as advised by some of you :-) This Services are related to a defined SLA. When I try to fill a Phone-Ticket the combo box field "Service" is empty and doesn't give me the possibility to choose Services or Sub-Services. Maybe I forgot to do some related configuration? Thanks in advance Raoul

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(no mail exchanger (mx) found!)!
by scusack 03 Dec '08

03 Dec '08

I see in posts that I need to change the setting: "I think OTRS checks whether the entered customer mail-address seems to be valid through checking whether a MX-DNS-record could be found. To turn off this behaviour, set Framework -> Core: CheckMXRecord = No " Where exactly do I put: set Framework -> Core: CheckMXRecord = No What file does this go in specifically and where?

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Installing perl-ldap on Windows 2003
by scusack 03 Dec '08

03 Dec '08

If im in the wrong group please send me to the proper one. Im wondering if in the new version of OTRS perl-ldap is already installed. Ive taken over a win2k server running this and we want to talk to the AD from OTRS. I have configured the conf file with the hostname, user, pass etc. Im wondering what the best way is to install perl-ldap if it is not installed on a windows 2k3 system. Thanks

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Followup priority change
by Michael Bonnice 03 Dec '08

03 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

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Re: [otrs] Changing Admin Notification From fields
by Aris Czamanske 03 Dec '08

03 Dec '08

Jamie, In the Config.pm file, set the admin email to what you want. # Return Admin Email $Self->{'AdminEmail'} = 'email(a)yourDomain.com'; Aris ________________________________ From: Jamie Morse <morsej(a)cambrian.k12.ca.us> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Wednesday, November 12, 2008 2:17:44 PM Subject: Re: [otrs] Changing Admin Notification From fields Hi Anton- This is the email address I would like to change (but cannot do so on this screen) - Thank you, Jamie ________________________________ From:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Anton Gubar'kov Sent: Wednesday, November 12, 2008 11:57 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Changing Admin Notification From fields Hello, Jaime. Could you please be more specific about Admin Notification? What do you mean by that? Agent notification or something else? The address in Admin area would be handy too. Regards, Anton. 2008/11/12 Jamie Morse <morsej(a)cambrian.k12.ca.us> I am trying to change the From email address on the Admin Notification screen. There does not appear to be a way to do this on this screen. Do you know what screen I must change this email address on? Thank you, Jamie Morse _______________________________________________ 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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Bulk action on search results
by Jeffery Chen Fan 03 Dec '08

03 Dec '08

Dear All, Have turn on the select box on searchResults page, but can not ge the parameter COUNTER, SO, BulkChangeSelected($Data{"TicketID"},$Data{"Counter"}) not work, -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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Module Kernel::Modules::AgentTicketQueue not registered in Kernel/Config.pm!
by Ayhan Hacıoğlu 02 Dec '08

02 Dec '08

i have solved this problem. As follows ; http://doc.otrs.org/2.3/en/html/x13170.html#Ticket:Frontend::Agent::ModuleR… at the section B.2.14.32. Frontend::Module###AgentTicketQueue paste the code in config.pm and test. this is must be way working. ---------- Forwarded message ---------- From: Ayhan Hacıoğlu <ayhanhacioglu(a)gmail.com> Date: Tue, 2 Dec 2008 13:56:16 +0200 Subject: Message: Module Kernel::Modules::AgentTicketQueue not registered in Kernel/Config.pm! To: otrs(a)otrs.org hi all; my agents used telephone call tickets for otrs, they are opening tickets themselves, they are testing otrs, customer user isn't open ticket on system. my idea is very smart view queu for agent, after i set system settings/Ticket/AgentTicketView queue, status view, escalation view but i dont set default queue only set status view, escalation view and i meet this error. how i repair this error ? ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Dec 2 13:24:34 2008 Message: Module Kernel::Modules::AgentTicketQueue not registered in Kernel/Config.pm! Traceback (4333): Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 689 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 203 Module: ModPerl::RegistryCooker::run (v1.87) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30

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otrs - perl 5.10 - cronw - win32::daemon
by Patrick Schiess 02 Dec '08

02 Dec '08

hi, does anyone of you have some experiences with otrs under perl 5.10 and cronw (cron for windows) with the win32::daemon module to have the cronw installed as a service? is win32::daemon supported under perl 5.10... because i can't get it to work. thanks. regards, patrick.

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Message: Module Kernel::Modules::AgentTicketQueue not registered in Kernel/Config.pm!
by Ayhan Hacıoğlu 02 Dec '08

02 Dec '08

hi all; my agents used telephone call tickets for otrs, they are opening tickets themselves, they are testing otrs, customer user isn't open ticket on system. my idea is very smart view queu for agent, after i set system settings/Ticket/AgentTicketView queue, status view, escalation view but i dont set default queue only set status view, escalation view and i meet this error. how i repair this error ? ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Dec 2 13:24:34 2008 Message: Module Kernel::Modules::AgentTicketQueue not registered in Kernel/Config.pm! Traceback (4333): Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 689 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 203 Module: ModPerl::RegistryCooker::run (v1.87) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30

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add bulk-merge action into bulk-action page
by Jeffery Chen Fan 02 Dec '08

02 Dec '08

Dear Otrs users, I want to add bulk-merge action into bulk-action page. I have check out AgentTicketBulk.pm ver 1.18, and replace the ver 1.14 , and replace the dtl file AgentTicketBulk.dtl from ver 1.10 to 1.13 This not work properly. -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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Article Numbering inconsistency: Enhancement Request
by Mike Morris 01 Dec '08

01 Dec '08

Hi, I just upgraded from 2.1.4 to 2.3.3 (and simultaneously from fedora 5 to fedora 9). All went very smoothly... thanks to OTRS for such a great product !!! One of the numerous small improvements my users noticed was that, when zoomed, articles used to be listed in chronological order... They are now listed in reverse chronological order. They love this since the most recent is at the top. It's not clear how this preference setting (in Frontend::Agent::Ticket::ViewZoom) got changed... maybe a different default now ??? However, my issue is that the articles are still numbered in ascending order. So, e.g., on a 6 article ticket, what used to be number 2 is now number 5. Our agents were in the habit of saying "See article 2" in the notes... and all those references are now wrong. I'd like to suggest that when tickets are ordered reverse chronologically, they are also numbered from largest to smallest. This is better, imo, because: * it provides consistency regardless of sort order, * it provides an obvious indication of sort order to the user and * it also better better reflects what's really happen(ing/ed) Thanks again, MikeM Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ ------------------------------------

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newbie question about link
by Llorente Garcia, Julian 01 Dec '08

01 Dec '08

Can anyone explain me what "link" means? I tried creating parent, child and normal links and nothing happens... Is there any way to "include tasks" into a ticket? I mean, I move a ticket to software qeue, for example, but in order to close the ticket, support department must "do" several things and if all of the "things" are not "close", we cannot close the ticket.... By the way, sorry for my english...

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Customer LDAP Login
by Andres Tarallo 01 Dec '08

01 Dec '08

Hi !!!! I have a Zimbra Server, I´m using it's LDAP server (customized OpenLDAP) to authenticate my OTRS installation. I can authenticate from the agents configuration, but I can't from the customers interface. My configuration options: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'mail.COMPANY.net'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=people,dc=COMPANY,dc=net'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(&(objectclass=zimbraAccount)(zimbraMailStatus=enabled))'; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'mail.COMPANY.net'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=people,dc=COMPANY,dc=net'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(&(objectclass=zimbraAccount)(zimbraMailStatus=enabled))';

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Vacation
by gary＠dsssasia.com 01 Dec '08

01 Dec '08

Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: ronghwa(a)dsssasia.com HP: 91053024 For support issues, please call: 96446090

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Vacation
by gary＠dsssasia.com 01 Dec '08

01 Dec '08

Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: ronghwa(a)dsssasia.com HP: 91053024 For support issues, please call: 96446090

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Vacation
by gary＠dsssasia.com 01 Dec '08

01 Dec '08

Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: ronghwa(a)dsssasia.com HP: 91053024 For support issues, please call: 96446090

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Vacation
by gary＠dsssasia.com 01 Dec '08

01 Dec '08

Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: ronghwa(a)dsssasia.com HP: 91053024 For support issues, please call: 96446090

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Re: [otrs] X-ORTS headers
by Aris Czamanske 01 Dec '08

01 Dec '08

Sam, If you have different email accounts for each queue, then go into Pop3 Account Management in the Admin Console. When you set up the pop3 account, you need to fill out these fields: Account username: support(a)domain.com Account Password: passcode Host: mail.domain.com Trusted: yes (so otrs reads the email header info) Dispatching: Dispatching by email To: field (******this will read the to address and dispatch to appropriate queue) Queue: (Set the queues you want it to go to) Valid: yes Comment: Whatever you want to say As an example: If your organization has email for sales(a)domain.com, support(a)domain.com, hr(a)domain.com, etc then set up queues: Sales, Support, Human Resources, etc. Aris

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Vacation
by gary＠dsssasia.com 01 Dec '08

01 Dec '08

Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: ronghwa(a)dsssasia.com HP: 91053024 For support issues, please call: 96446090

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Vacation
by gary＠dsssasia.com 01 Dec '08

01 Dec '08

Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: ronghwa(a)dsssasia.com HP: 91053024 For support issues, please call: 96446090

2 1

Vacation
by gary＠dsssasia.com 01 Dec '08

01 Dec '08

Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: ronghwa(a)dsssasia.com HP: 91053024 For support issues, please call: 96446090

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Re: [otrs] X-ORTS headers
by Aris Czamanske 01 Dec '08

01 Dec '08

Sam, In Pop3 Account Management for the specific email account, set the "Trusted" field to 'Yes' . Then test your filters. Everything should work properly. Aris

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Vacation
by gary＠dsssasia.com 01 Dec '08

01 Dec '08

Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: ronghwa(a)dsssasia.com HP: 91053024 For support issues, please call: 96446090

1 0

Vacation
by gary＠dsssasia.com 29 Nov '08

29 Nov '08

Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: ronghwa(a)dsssasia.com HP: 91053024 For support issues, please call: 96446090

1 0

Vacation
by gary＠dsssasia.com 29 Nov '08

29 Nov '08

Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: ronghwa(a)dsssasia.com HP: 91053024 For support issues, please call: 96446090

1 0

Vacation
by gary＠dsssasia.com 29 Nov '08

29 Nov '08

Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: ronghwa(a)dsssasia.com HP: 91053024 For support issues, please call: 96446090

1 0

Vacation
by gary＠dsssasia.com 29 Nov '08

29 Nov '08

Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: ronghwa(a)dsssasia.com HP: 91053024 For support issues, please call: 96446090

1 0

Vacation
by gary＠dsssasia.com 28 Nov '08

28 Nov '08

Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: ronghwa(a)dsssasia.com HP: 91053024 For support issues, please call: 96446090

1 0

Queue view issue
by David Eco 28 Nov '08

28 Nov '08

Hi, I've been a little bit confuse in Queue view. When a ticket is took by one agent, other agent, even admin/supervisor can't view it in the Queue. How to allow every one, at least the supervisorto view all unclosed tickets in the queue? (Supervisor has full access to every queue already) Also, the ticket subject in follow-up autoreply doesn't show whole subject like, [Ticket#200811121030] [[...]. In new ticket autoreply is ok. It might be due to the changing in Sysconfig but I don't remember where is. Can anyone kindly advise? Thank you. David _________________________________________________________________

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Vacation
by gary＠dsssasia.com 28 Nov '08

28 Nov '08

Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: ronghwa(a)dsssasia.com HP: 91053024 For support issues, please call: 96446090

1 0

Vacation
by gary＠dsssasia.com 28 Nov '08

28 Nov '08

Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: ronghwa(a)dsssasia.com HP: 91053024 For support issues, please call: 96446090

1 0

Info about print in batch or report
by Trasschaert Karl 28 Nov '08

28 Nov '08

Hello, i would like to know if it's possible to print in batch all closed ticket from a date? Otherwise did someone already create a intervention report to sen dto the customer when a ticket is closed? Thx Karl _________________________________________________________________ Hotmail... nouveau est arrivé ! http://www.windowslive-hotmail.com/comingsoon/fr/default.htm

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option QUEUE and OWNER
by Le machito 28 Nov '08

28 Nov '08

Hello, In the demo of the page: http://www.otrs.com/en/tools/demo/ OTRS::ITSM demo (Service Desk) When the agent want to change the request's queue, he can use the button MOVE and a new screen show the option QUEUE and *OWNER*. In the version I installed I only can change the queue (Change queue:) without the option OWNER. Anybody know how to include this option? I mean: add a button OWNER or a new screen with the option QUEUE and *OWNER* I hope I was clear :-) Thanks Raoul

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customer ticket view sort order, oldes at the top ?
by Sam Ami 28 Nov '08

28 Nov '08

hi all i've asked before and was unsuccessful in my attempts to get a resolution to my problem... so i'm giving it one more shot. is it possible to change the sort order of the customers "company tickets" so the oldest is that the top by default.

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Queue emails not sending to members
by Michael Webber 27 Nov '08

27 Nov '08

When a new ticket is created, my OTRS is no longer emailing the queue email address. Can someone please help? Thanks, Michael

2 1

Calendar configuration for the queue
by David Eco 27 Nov '08

27 Nov '08

Hi, I am setting up OTRS for our support team. There is calendar in the queue but I'm not able to get it work. I have 2 teams work in day shift and night shift but I want 2 teams can view/modify any tickets come from customers. Do I need to create 2 queues for them by using different calendar? How to attach different team member(or group?) to its queue? Thank you and look forward to hearing your input. David _________________________________________________________________

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Notification about new Tickets in AgentFrontend
by Markus Nagel 27 Nov '08

27 Nov '08

Hello list, I'm searching for the switch in SysConfig where I can turn on the notification about new tickets and / or followups for non-locked tickets in the AgentFrontend. I am notified by email about "my queues", but when I am already logged in to the AgentFront, I don't want to follow the link in the notification email but want to be notified by the Frontend itself. This notification works well for tickets which are locked by my account. Where do I find this configuration option (I guess, it is one)? Thanks in advance Markus Nagel

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Re: [otrs] Categorization in OTRS::ITSM
by Le machito 26 Nov '08

26 Nov '08

Marijan, The type of a request is related with the qualification of the request, 2 or 3 different type (Incident, Problem,etc) is enough to caracterize it. The category function is as a label, a way to collect this information for a statistical study. (virus, building A, etc) Thanks Raoul

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Categorization in OTRS::ITSM
by Le machito 26 Nov '08

26 Nov '08

Hello, When I used my old Ticket requests system I had the possibility to add and choose a request category as Virus, Spams, Notes password, etc in order to organize my stats better. OTRS::ITSM propose the option Type: Problem, Incident etc but I can not see any option: *Category. * Do you use an other field to replace this option? Thanks Raoul

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Tickets allocation with a queue
by David Lin 26 Nov '08

26 Nov '08

Hi all, I created a queue with 3 users(agent) in OTRS. Now, every people get the ticket notification once the ticket comes. Can anyone tell me how to allocate the inbound tickets to different users by round robin or other mechanism? Thanks. David _________________________________________________________________

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Customer search: ticket type
by CARNINO Daniele (FIAT SERVICES) 25 Nov '08

25 Nov '08

Someone knows how to add ticket type in customer's search interface? Ciao, d.

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CSV
by Marijan Lesko (MLK) 24 Nov '08

24 Nov '08

Hi everyone, Whenever I print stat report in CVS format I get something like this: Priority;"Sat 1";"Sun 2";"Mon 3";"Tue 4";"Wed 5";"Thu 6";"Fri 7";"Sat 8";"Sun 9";"Mon 10";"Tue 11";"Wed 12";"Thu 13";"Fri 14";"Sat 15";"Sun 16";"Mon 17";"Tue 18";"Sum" Instead of getting a nice excel spreadsheet, all records end up in the same cell, the first one. Is there any problem with the CSV converter in OTRS? If yes is there any fix for it? 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.

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Customer LDAP
by Meyer, Kevin 24 Nov '08

24 Nov '08

I am having a problem with the customer login and LDAP. I have the customer portal authenticating to my LDAP server correctly, but I am getting the "Panic No User Data!!!" error message. The log file indicates the LDAP authentication is ok. I am also authenticating against LDAP for the agent login. I had this same problem but added $Self->{'UserSyncLDAPMap'} And $Self->{'UserSyncLDAPGroups'} Options in my config.pm file. That fixed the agents, but the customer login still gives the "No User Data" msg. Is there another option I have to set to get the Customer login to sync with LDAP and save? Thanks Kevin - ------------------------------------------------------------------------------ Confidentiality Notice: The information contained in this transmission is legally privileged and confidential, intended only for the use of the individual(s) or entities named above. This email and any files transmitted with it are the property of Pelco. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any review, disclosure, copying, distribution, retention, or any action taken or omitted to be taken in reliance on it is prohibited and may be unlawful. If you receive this communication in error, please notify us immediately by telephone call to +1-559-292-1981 or forward the e-mail to administrator(a)pelco.com and then permanently delete the e-mail and destroy all soft and hard copies of the message and any attachments. Thank you for your cooperation. - ------------------------------------------------------------------------------

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Spelling
by Marijan Lesko (MLK) 24 Nov '08

24 Nov '08

When tried to check spelling in the ticket got the following message: Error: Can't find spellchecker (/usr/bin/ispell): No such file or directory Comment: Bug Report: Top of Form Bottom of Form Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Nov 24 15:40:41 2008 Message: Can't find spellchecker (/usr/bin/ispell): No such file or directory Traceback (3152): Module: Kernel::System::Spelling::Check (v1.23) Line: 153 Module: Kernel::Modules::AgentSpelling::Run (v1.22) Line: 77 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 203 Module: ModPerl::RegistryCooker::run (v1.87) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Any ideas! 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.

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File Manager
by Marijan Lesko (MLK) 24 Nov '08

24 Nov '08

When using File Manager package, got the following error. Where is the root of the file system so I can create the folders correctly. Error: FileManager Root directory doesn't exist: /home/otrs-share/, please check your c[..] Comment: Bug Report: Top of Form Bottom of Form Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Nov 24 15:49:32 2008 Message: FileManager Root directory doesn't exist: /home/otrs-share/, please check your config setting! Traceback (3152): Module: Kernel::Output::HTML::Layout::Error (v1.106) Line: 1284 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.106) Line: 1263 Module: Kernel::Modules::AgentFileManager::Run (v1.8) Line: 106 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 203 Module: ModPerl::RegistryCooker::run (v1.87) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 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

E-mail notifications for OTRS
by Orlow, David 24 Nov '08

24 Nov '08

Hi, I'm implementing this ticketing system for our company. The one complaint my boss has about it is when the ticket is assigned to the workgroup with no owner, all of the techs part of the group get an e-mail. He wants that. When one person takes ownership of the ticket, the person that takes ownership of the ticket gets an e-mail that they took ownership but the others don't get an e-mail that the one person took ownership of it. It seems kind of backwards. The person taking ownership of the ticket doesn't need an e-mail to tell him he took ownership of it. The other techs in the field would be nice to get an e-mail saying "disregard the ticket... someone took ownership of it." We can't figure out how to do that. Sincerely, David Orlow - A+, Network+, MCP davido(a)mosstele.com <mailto:davido@mosstele.com> MOSS Field Technician 616-901-5182

1 0

No "To" field option available during new ticket creation in customer.pl
by Frederik Boux 24 Nov '08

24 Nov '08

Hello, I'm currently taking control of an OTRS setup which was partially configured. Most of it is working more or less as it should be, the only problem I still have is that when users go to https://support.***.**/otrs/customer.pl (edited link ofcourse) and click on New Ticket there is no option available in the "To" field. This gives the "* invalid" message next to the field and no ticket is created. Could someone let me know which parameter this is and how it can be configured? I've looked at the sysconfig ( CustomerFrontend::Module###CustomerTicketOverView: and such) but to no avail and I was unable to find it in the manual. Thanks in advance, I hope it's not something too obvious. Kind regards, Frederik _________________________________________________________________ Vanaf nu heb je je vrienden overal bij! http://www.windowslivemobile.msn.com/?mkt=nl-be

1 0

undefined value as an ARRAY reference
by Chico 24 Nov '08

24 Nov '08

Hi All, My instance of OTRS was hanging up/very slow response time, so in all my wisdom I decided to reboot the host. Not such a great idea since it appears there may have been a transaction, or something processing at the time. :) Anyhow, I was hoping if someone could help me figure this one out? My instance of OTRS is having the below error: Can't use an undefined value as an ARRAY reference at /var/data/otrs/Kernel/Modules/AgentTicketQueue.pm line 810. Below is line 810 of AgentTicketQueue.pm: my @QueuesNew = @{ $Param{Queues} }; Do you have any ideas on how I could resolve this issue? Thanks in advance!, Shawn

1 0

Fastcgi
by Paul Dale 22 Nov '08

22 Nov '08

Trying this again, first email didn't seem to go through. I'm trying to find information on setting up otrs with fastcgi. I see the fastcgi version in there, but haven't found any documentation anywhere on how to set it up properly. Does anyone have a reference or tips? Thanks! Paul

1 0

Anonymous ticket submission & status viewing?
by JJB 21 Nov '08

21 Nov '08

Is there a way to configure OTRS so that we don't have to create users & passwords for everyone? Ideally all open customer tickets would be viewable from the customer side anonymously and any user could submit a ticket by entering their email address and a description of the problem. Thanks, Joel

1 0

fastcgi
by Paul Dale 21 Nov '08

21 Nov '08

Howdy, Is there documentation for installing otrs under fastcgi somewhere? Thanks, paul

1 0

Changing Queue view
by Filip Ruymen 21 Nov '08

21 Nov '08

Hi everyone, We just started using OTRS and now we are wondering if it is possible to change the queue view so that it show us an oversight of all the queues with how many queues there are in each queue. When you click on a queue then, it should show you all the tickets in the queue but it only needs to show you the ticket number, from who it came from, to who it is assigned, the subject and the status. Is there anyway that I can do this? Kind regards Filip Ruymen

2 3

OTRS CVS format
by Marijan Lesko (MLK) 20 Nov '08

20 Nov '08

Hi everyone, Whenever I print stat report in CVS format I get something like this: Priority;"Sat 1";"Sun 2";"Mon 3";"Tue 4";"Wed 5";"Thu 6";"Fri 7";"Sat 8";"Sun 9";"Mon 10";"Tue 11";"Wed 12";"Thu 13";"Fri 14";"Sat 15";"Sun 16";"Mon 17";"Tue 18";"Sum" Instead of getting a nice excel spreadsheet, all records end up in the same cell, the first one. Is there any problem with the CSV converter in OTRS? If yes is there any fix for it? 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.

1 0

Permissions denied when trying to access ANYTHING otrs
by Levi_Ruiz＠ord.uscourts.gov 20 Nov '08

20 Nov '08

Okay, my otrs was running fine for awhile, albeit unused as I'm in the initial setup stage. I had, until recently, focused my attention on opennms (running on the same server) in getting it all up and running. Once I finally got opennms how I liked it I turned my attention back to otrs. The first thing I got was an error saying that it could not connect to the database. I tried tweaking a few things (I forget exactly what) which ultimately ended up with the following error: Software error: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 93. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Now, for the life of me, I cannot get rid of it. I have tried the following: Ran the SetPermissions.sh script Ran otrs.checkModules (everything is fine) Ran CheckDB.pl (successful) Complete removed httpd AND otrs and manually deleted any directories and files leftover Reinstalled httpd and otrs Changed the entire /opt/otrs (my home) directory to chmod 777 and still no success I switched over to my apache user and was able to completely traverse the entire directory structure I don't know what else there is that I can check :( HELP!

1 0

change the default "Next state"
by Sam Ami 20 Nov '08

20 Nov '08

I have two questions... 1. How do I change the default "Next state" for the customer ticket to "Open" and not "Closed Successfully" ? 2. How do I change the default sort order for the Customers "Company Tickets" to oldest first (oldest at the top) ? Regards

4 9

Need Type! Log Messages when using OTRS web front end
by James Chase 20 Nov '08

20 Nov '08

Hi All, I'm having a slight problem after upgrading from 2.2.4 to 2.3.3 on a CentOS 4 (RHEL4) machine. I get the following lines in '/var/log/messages' quite often. Oct 27 09:57:43 tao OTRS-CGI-10[31841]: [Error][Kernel::System::Cache::Get][Line:137]: Need Type! Oct 27 09:57:43 tao OTRS-CGI-10[31841]: [Error][Kernel::System::Cache::Set][Line:105]: Need Type! As far as I can tell it only occurs when I login to the OTRS web front end and browse through the links. Doing the upgrade I just copied the new release files over my existing installation, and ran the database upgrade scripts as mentioned in the UPGRADE readme. I deleted the old /var/cron/ directory contents since it seemed like many of the old cron jobs were no longer being used. I also tried the upgrade by just creating a new directory for OTRS and copying over my old Config.PM file but then it complained that nothing was registered in Config.PM everytime I clicked on a link on the web front end. Does anyone know what the origin of these messages are? Are there stale cache files that have to do with OTRS that are causing issues? Note that everything seems to work perfectly besides these annoying and strange log messages. Thanks for any help! James PS - I posted this messages when I first signed up for the OTRS mailing list, but I don't think I was registered properly at the time -- Many apologies if some of you got this before. I do not mean to double post -- "Beware of all enterprises that require new clothes." -- Henry David Thoreau

2 2

upgrade OTRS 2.1.7 to 2.3.3 on ubuntu 7.10
by Trasschaert Karl 20 Nov '08

20 Nov '08

Hi all, I've installed otrs2 from synaptics on a ubuntu 7.10. It have installed the OTRS 2.1.7. Now i would like to upgrade otrs to the version 2.3.3 Is it a process to upgrade OTRS? Thx in advance. Karl _________________________________________________________________ Vos emails et contacts Messenger vous suivent partout http://www.windowslivemobile.msn.com/?mkt=fr-be

2 1

X-ORTS headers
by sam 20 Nov '08

20 Nov '08

Hi list, Im trying to configure otrs for use in a large company with about 200 agents. I would like to configure otrs headers but i cant seem to figure out how to make them work. Could some one please post me a working examples of otrs headers. Thanks -Ha!ler

2 1

auto OTRS group assignment if in LDAP group
by Sam Ami 20 Nov '08

20 Nov '08

hi all is it possible to auto-map/assign users in LDAP groups to OTRS groups ?

1 0

Email tickets and how to get them together automatic
by Pete 19 Nov '08

19 Nov '08

Hi, i'm new to OTRS and iv'e setup a test system based on incoming Help Desk emails. One feature i'd like to find a way to implement would be to group in a single ticket all related emails, meaning, one email opens one ticket and all replies to that email go to the same ticket. I've tried without success to find info on how to do this nad tried to figure out how could this be done but i guess i still have a lot to read about OTRS. Has anyone done this already, can someone help on this one ? Thanks -- Pete

2 2

OTRS_PublicSurveyKey
by Leonardo Certuche 19 Nov '08

19 Nov '08

Hi there, Thanks to http://lists.otrs.org/pipermail/otrs/2008-March/022495.html I do understand how the survey works. The organization I'm installing OTRS for, wants the survey to be sent for every ticket created. Since this is not the default behavior, I thought about training the agents to send a response to the customer when closing the ticket. The body of this response was copied from the original invitation to fill the survey, which includes the following link: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>public.pl?Action=PublicSurvey&PublicSurveyKey=<OTRS_PublicSurveyKey> Unfortunately when the e-mail arrives to the customer inbox, it does not return the value for the <OTRS_PublicSurveyKey> variable. How can I find out the value of this variable? Is it possible to resolve its value with my procedure? Thanks in advance for your help. -- Leonardo Certuche 301 284 6250 leonardo.certuche(a)itcon-ltda.com www.itcon-ltda.com Medellín, Colombia

1 0

Re: [otrs] TicketType on reply
by Aris Czamanske 19 Nov '08

19 Nov '08

Could you give some more detail, or an example? Regards, Aris ----- Original Message ---- From: Laurent Minost <lminost(a)denyall.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Cc: Mohamed Bouhlel <mbouhlel(a)denyall.com> Sent: Monday, November 17, 2008 10:41:28 AM Subject: [otrs] TicketType on reply Hi, Anyone knows if there is a way to specify the Ticket Type when replying to a ticket (Compose) please ? I was able to specify some FreeFields there but not for the Type field that seems to be managed differently/internally by OTRS. Thanks by advance for your replies. BR, Laurent MINOST _______________________________________________ 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

4 7

You have an error in your SQL syntax
by Sam Ami 19 Nov '08

19 Nov '08

hi all i'm getting the below error with my OTRS installation v2.1.5 after setting up LDAP authentication against our Lotus Domino LDAP directory. authentication is successful and i can get access to the web interface, however i can't see any company tickets even though the CustomwerID is the correct/same. You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') OR st.customer_user_id = 'johnsmith') AND sq.group_id IN (1, 1) AND LOWER(s' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( 1, 4, 6, 7, 8 ) AND (LOWER(st.customer_id) IN () OR st.customer_user_id = 'johnsmith') AND sq.group_id IN (1, 1) AND LOWER(st.customer_id) IN ( ) ORDER BY st.create_time_unix DESC LIMIT 10000' any suggestions ?

1 1

Link already exists between these two objects in opposite direction Error while running DBUpdate-to-2.3.pl
by Chris Williams 18 Nov '08

18 Nov '08

Hi, I'm trying to upgrade our OTRS 2.2.6 to the latest 2.3.3. When I ran the DBUpdate-to-2.3.pl script in the UPGRADING instructions, I got the following error: ERROR: OTRS-DBUpdate-to-2.3-10 Perl: 5.8.8 OS: linux Time: Mon Nov 17 23:06:49 2008 Message: Link already exists between these two objects in opposite direction! Traceback (11006): Module: main::LinkAdd (v1.20) Line: 527 Module: main::MigrateLinkObject (v1.20) Line: 389 Module: ./DBUpdate-to-2.3.pl (v1.20) Line: 100 What does this mean? How do I fix this? Can it be ignored? Any help would be appreciated. -Chris

1 0

otrs raw queue and customer "company tickets"
by Sam Ami 18 Nov '08

18 Nov '08

hi all we are moving away from a email only otrs setup for customer to the full customer web interface. is there any way to integrate the raw queue if customers decide to email a request with there "company tickets" view ? currently, if a customer emails a request into the otrs, the request is not visible in there "company tickets" any suggestions ?

2 3

Exchange POP3S support
by RaviKiran Vemulapalli 18 Nov '08

18 Nov '08

Hello everyone. I am working for first time with otrs and try to implement it for my company. We are evaluating the functionality and stuck working with POP3S connecting Microsoft exchange. The below bug fix saying it was fixed and its not working for me. http://bugs.otrs.org/show_bug.cgi?id=3251 I read the code POP3S.pm, could not able to find any clue Does anyone knows POP3S is working with Excahnge? Regards, --Ravi Kiran.

1 0

Duplicated Tickets
by yrving rivas 18 Nov '08

18 Nov '08

Hello everyone. I am working for first time with otrs. I implemented it for my company, and almost everything is great. Almost, because some times and until now aleatory, when i create a ticket otrs creates a duplication. Does anyone knows why this is happening? Regards, Yrving ¡Todo sobre Amor y Sexo! La guía completa para tu vida en Mujer de Hoy. http://mx.mujer.yahoo.com/

1 0

OTRS packages
by Marijan Lesko (MLK) 17 Nov '08

17 Nov '08

Hi everyone, We have been testing OTRS and ITSM for the past few months and it worked great! Now, we would like to deploy it in our enterprise and contract OTRS team to help us integrate it with other products we us: CRM, accounting, SharePoint, etc ... I was in charge of evaluation and I have examined all aspects of it. But, I have some problems with a few packages that are part of OTRS. Would like to know if there is more info and documentation on: File Manager package Where is /home/otrs-share Calendar package - What is it used for? - How to configure it Survey package How to publish surveys Time Accounting package - What is it used for and how to configure it and use it properly? Stats; modifying and exporting: - Can I use stats to generate reports in CSV formats to import into accounting or CRM Are there any manuals available on how to use and setup those packages ? Anyone knows something about those packages? Can I also import into OTRS from pother packages: - Import accounts from CRM in CSV format (assuming I can generate CSV file containing some data from my CRM running on MS SQL) Is it possible to schedule technicians from OTRS? Is it possible to account for technician time in OTRS for billing purposes? Thank you ! 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.

1 0

TicketType on reply
by Laurent Minost 17 Nov '08

17 Nov '08

Hi, Anyone knows if there is a way to specify the Ticket Type when replying to a ticket (Compose) please ? I was able to specify some FreeFields there but not for the Type field that seems to be managed differently/internally by OTRS. Thanks by advance for your replies. BR, Laurent MINOST

1 0

company tickets access control
by Anton Gubar'kov 15 Nov '08

15 Nov '08

Hello, list. I've come across a problem I can't overcome. Suppose I have a request to reset a password on some account for a user due to account locked or password forgotten. I thought I could communicate the new password to a user using external-email or external-note article. But it is really too dangerous to do that! The whole company tickets collection is searchable! I could find no way control access to the tickets in one CustomerID except one using queues. The queues are used for different purpose usually. The alternative is to quit using CustomerID and treat every user as individual customer. This is not convenient either as some bosses at customers want to watch the requests of their subordinates. This is the simplest example that comes to mind. There is a lot more sensitive information circulating in the process of IT Service Delivery that should not be shared across entire customer. I would be grateful for suggestions to solve this security issue. Regards, Anton Gubarkov.

4 11

Ticket subject format
by David Eco 14 Nov '08

14 Nov '08

Hi, How to change the subject format of the update tickets? Now it shows like [Ticket#200811111025] [[...]‏. I think it got duplicated subject from every update/follow up tickets. Thanks David _________________________________________________________________

1 0

SOAP/XML-RPC/JSON-RPC/something connection with MS-SQL Server 2005? Or Novell ZENWorks Asset Manager
by Matthijs 14 Nov '08

14 Nov '08

For a client we are asked to implement a connection between otrs2 ITSM and Novell ZENWorks Asset Manager. The client uses ZENWorks to automatically fill it's inventory database with assets (for example pc's, printers,...), using agents on it's systems. In this case Novell ZENWorks Asset Manager uses a MS SQL Server database at the backend so being able to talk to this database would also be fine. The client would like a way to easily create reports to be able to find relationships between tickets (volume) and assets. For example they would like to find out which asset has the most tickets, which type of asset has the most tickets and other statistics like that. So we figured we would need to be able to match tickets with the id's of assets. The client wouldn't like to manually type in all asset id's in OTRS so we need to pull these id's from the Zenworks/SQL end. We don't need to be able to write anything to this Asset Manager database. We are not in the possesion of Novell ZENWorks Asset Manager. So we're stuck with a couple of questions: 1.) Does there exist a public SOAP/XML-RPC/JSON-RPC interface at the MS SQL/ZENWorks end which we can talk to? 2.) Should we create our own plugin to be able to talk to MS SQL or Novell ZENWORKS Asset Manager? 3.) Does there exist an OTRS plugin HOWTO? 4.) Which perl module should we use? We would prefer to use some kind of SOAP/XML-RPC/JSON-RPC module. Thanks a bunch in advance...

1 0

Re: [otrs] company tickets access control - possibly resolved
by Anton Gubar'kov 14 Nov '08

14 Nov '08

Dear colleagues, I could find the following FAQ article on S/MIME in OTRS http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=41&ItemID=79 It states that encryption can be used on external emails provided I have the customer's public key. It looks like it's a solution to my company tickets disclosure problem. I'm implementing a small test case now. I'll get back with the outcome soon. Regards, Anton. 2008/11/12 Jie(Jack) Zhu <j.zhu(a)impactek.com> > Hi Michiel, > > I think that was the point. 2 customers in 2 different departments should > have a way to block them to see each other's ticket in case of the > confidential reason. However, the big boss of the company should be able to > see all his employee's tickets. > > My way was definitely not the best solution. Through this test I found the > way to treat customer side rights in OTRS needs to be improved. You have to > create too many Groups and Queues in the system. The other problem I found > is that if you move a ticket from the queue to another queue the ticket > will > not be traceable by the customer who issued it. This is not reasonable. > > Regards, > > Jack > > -----Original Message----- > From: Michiel Beijen [mailto:michiel@beefreeit.nl] > Sent: 2008年11月12日 08:00 AM > To: j.zhu(a)impactek.com; User questions and discussions about OTRS. > Subject: Re: [otrs] company tickets access control > > Jack, > in that case, user test2 can't read test1's tickets at all! That was > not the point, right? The requirement was that only passwords were > hidden, if I understood correctly? > I guess the only technical solution if you want to solve it in OTRS is > to create a new kind of email communication which is 'secret' and > hidden for other customer users. This would involve quite a lot of > hacking and I would advise against it; see my earlier mail for my > proposed solutions. > > Regards, > -- > Michiel Beijen > Software Consultant > +31 6 - 457 42 418 > Bee Free IT + http://beefreeit.nl > > > 2008/11/12 Jie(Jack) Zhu <j.zhu(a)impactek.com>: > > Hi Anton, > > > > > > > > Based on your case, I built up the following settings: > > > > > > > > 1. Be understood the "User" in OTRS is actually Agent not Customer. > > > > 2. Went to Sysconfig -> Frontend::Customer , enable > > "CustomerGroupSupport" and Delete the default value (Users, Info) from > the > > "CustomerGroupAlwaysGroups". This way the customers are not longer in the > > same group unless you set up another common group for them. > > > > 3. Created test1, test2 as 2 customers with same customer ID, > created > > CustomerSubmit1, CustomerSubmit2 as 2 Queues. Created TestGroup1, > TestGroup2 > > as 2 test groups. > > > > 4. Assigned test1 to TestGroup1 and has read and write rights, > > assigned test1 to TestGroup2 and has read rights only. Assigned test2 to > > TestGroup2 and has rights to read and write. > > > > 5. Assigned test1 to queue CustomerSubmit1, assigned test2 to queue > > CustomerSubmit2. > > > > 6. Now, user test2 can not read user test1's tickets, despite they > are > > under the same CustomerID. > > > > > > > > Jack > > > > > > > > ________________________________ > > > > From: Anton Gubar'kov [mailto:anton.gubarkov@gmail.com] > > Sent: 2008年11月11日 11:36 AM > > To: User questions and discussions about OTRS. > > Subject: Re: [otrs] company tickets access control > > > > > > > > Colleagues, I'm sorry for putting so much confusion into the case. > > > > I'm an IT service provider for company Acme. I support Acme's ERP > system. > > My agents are trustworthy. > > Acme has users Ann and Mallory. Ann is a financial controller. Mallory > is > > salesman. > > Mallory wants to hijack Ann's privilege to release credit blocked orders > in > > Acme's ERP to satisfy his customer with credit block.. > > Mallory tries to login 5 times using Ann's user id and causes it to > lock. > > Mallory starts to watch Company tickets waiting for Ann to raise a > password > > reset request with me. > > Ann raises a password reset request. > > Mallory continues watching waiting for the new password to appear on > Ann's > > ticket. > > Before Ann has a chance to change her new password, Mallory logs in as > Ann > > and releases the blocked order. > > > > I want to control an access to tickets from my customer's users. Can you > > suggest a way to resolve this case? > > > > 2008/11/11 Jie(Jack) Zhu <j.zhu(a)impactek.com> > > > > Sorry Anton, I do not quite understand what the point is. > > > > > > > > Suppose you have the rights to reset a password for a user. Don't you > have > > the rights to do the search on this user and relatives? > > > > This is the problem you trust your agent or not. > > > > > > > > I think the access control is quite advanced in OTRS. You have Role and > > Group. You can create a role and put groups in it. Then add the role to > the > > users. > > > > > > > > If you want, you can put different companies into different groups and > only > > set the agent on the groups they are responsible to. This way could > narrow > > down the risk? > > > > In this way, you even can set each user in each group. :) > > > > > > > > Regards, > > > > Jack > > > > > > > > ________________________________ > > > > From: Anton Gubar'kov [mailto:anton.gubarkov@gmail.com] > > Sent: 2008年11月10日 14:41 PM > > To: User questions and discussions about OTRS. > > Subject: [otrs] company tickets access control > > > > > > > > Hello, list. > > > > I've come across a problem I can't overcome. > > Suppose I have a request to reset a password on some account for a user > due > > to account locked or password forgotten. I thought I could communicate > the > > new password to a user using external-email or external-note article. But > it > > is really too dangerous to do that! > > > > The whole company tickets collection is searchable! I could find no way > > control access to the tickets in one CustomerID except one using queues. > The > > queues are used for different purpose usually. > > The alternative is to quit using CustomerID and treat every user as > > individual customer. This is not convenient either as some bosses at > > customers want to watch the requests of their subordinates. > > > > This is the simplest example that comes to mind. There is a lot more > > sensitive information circulating in the process of IT Service Delivery > that > > should not be shared across entire customer. > > > > I would be grateful for suggestions to solve this security issue. > > > > Regards, > > Anton Gubarkov. > > > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

1 0

File and MySQL Backup
by Stefano Milziadi 13 Nov '08

13 Nov '08

Hi! How can I set OTRS or my crontab for an otrs file and mysql backup? I'm running OTRS on a CentOS server. Regards, -- Stefano Milziadi pepozzo(a)gmail.com

3 2

Re: [otrs] Fwd: problem installing packages
by Johan Bogema 13 Nov '08

13 Nov '08

Hi all, After some communication with Michiel Beijen, I have to come back to the mailing list, cause he might have found the reason that it doesn't work in my case. When I put out a trace on the mssql server during the installation of a package, I have the following entry: >> declare @p1 int >> set @p1=15 >> exec sp_prepare @p1 output,N'@P1 varchar(80),@P2 varchar(80),@P3 >> varchar(80),@P4 varchar(80),@P5 varchar(80)',N'INSERT INTO >> package_repository (name, version, vendor, filename, content_size, >> content_type, content, install_status, create_time, create_by, >> change_time, change_by) VALUES (@P1, @P2, @P3, @P4, ''213'', >> ''text/xml'', >> @P5, ''not installed'', current_timestamp, 1, current_timestamp, >> 1)',1 >> select @p1 He thought that the problem might be caused in the following piece of code in Kernel/System/Package.pm: > # add new package > my $FileName = $Structure{Name}->{Content} . '-' . > $Structure{Version}->{Content} . '.xml'; > return $Self->{DBObject}->Do( > SQL => 'INSERT INTO package_repository (name, version, vendor, > filename, ' > . ' content_size, content_type, content, install_status, ' > . ' create_time, create_by, change_time, change_by)' > . ' VALUES (?, ?, ?, ?, \'213\', \'text/xml\', ?, \'not > installed\', ' > . ' current_timestamp, 1, current_timestamp, 1)', > Bind => [ > \$Structure{Name}->{Content}, \$Structure{Version}- > >{Content}, > \$Structure{Vendor}->{Content}, \$FileName, \ > $Param{String}, > ], > ); > } The problem as he told me, is that there are 5 values (the questionmarks) in the insert statement, from which only 4 are filled in the bind statement. In his database, the last value is a blob field with the contents of the module. I however can not check if this is the case in my database since I don't have any modules installed yet. Does anyone know how to solve this further? Regards, Johan Bogema Systems Administrator Realworld Systems Tel: +31 345 614 406 Mobile: +31 6 509 50804 http://www.realworld-systems.com johan.bogema(a)realworld-systems.com >>>> >>>> >>>> >>>> >>>> Date: Mon, 10 Nov 2008 08:47:11 +0100 >>>> >>>> From: "Michiel Beijen" <michiel(a)beefreeit.nl> >>>> >>>> Subject: Re: [otrs] Fwd: problem installing packages >>>> >>>> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >>>> >>>> Message-ID: >>>> >>>> <9eda38a40811092347r4fa7295cgb7dca688f9bfc637(a)mail.gmail.com> >>>> >>>> Content-Type: text/plain; charset=UTF-8 >>>> >>>> Johan, >>>> >>>> The FAQ you are refering to is for MySQL, not for MS-SQL. Other >>>> than >>>> >>>> that, it lists TWO possible issues. >>>> >>>> Can you specify what the exact issue is you are experiencing? Error >>>> >>>> message, maybe a screen shot? >>>> >>>> Regards, >>>> >>>> -- >>>> >>>> Michiel Beijen >>>> >>>> Software Consultant >>>> >>>> +31 6 - 457 42 418 >>>> >>>> Bee Free IT + http://beefreeit.nl >>>> >>>> 2008/11/10 Johan Bogema <johan.bogema(a)realworld-systems.com>: >>>> >>>> Does anybody have any idea? >>>> >>>> From: Johan Bogema <johan.bogema(a)realworld-systems.com> >>>> >>>> Date: 7 november 2008 10:58:39 GMT+01:00 >>>> >>>> To: otrs(a)otrs.org >>>> >>>> Subject: problem installing packages >>>> >>>> Hi all, >>>> >>>> We've just set up an installation of OTRS using an MSSQL server. >>>> This due >>>> to >>>> >>>> the fact that we want to have just one database engine in our >>>> company. >>>> >>>> However, when I try to install an extra package (fe. the FAQ >>>> package) it >>>> >>>> gives the same error as explained in the FAQ item here: >>>> >>>> >>>> http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=4&ItemID=50 >>>> >>>> The problem I have, is that I can't use that hint to configure my >>>> MSSQL >>>> >>>> server. Does anyone know how to overcome this problem using MSSQL >>>> server? >>>> >>>> Regards, >>>> >>>> Johan Bogema

1 1

Changing Admin Notification From fields
by Jamie Morse 12 Nov '08

12 Nov '08

I am trying to change the From email address on the Admin Notification screen. There does not appear to be a way to do this on this screen. Do you know what screen I must change this email address on? Thank you, Jamie Morse

2 2

database encryption / securing otrs
by Mayk Backus 12 Nov '08

12 Nov '08

Hi all, I have a question on securing OTRS. We use the config items to track systems of our customers. Verry usefull i find it to have the login data of systems on a notes field. Before i spend hours writing all the login data in the config items i'm wondering if this is a big security risk. Are there means of protecting the data ? Is the data encrypted, or can i encrypt this ? Are there other safeguerds to take for example modsecurity ? All information is welcome. Kind Regards, Mayk Backus

2 2

Mail Delivery Subsytem Error
by Stefano Milziadi 12 Nov '08

12 Nov '08

Hi! I am receiving every 5 minute some messages in the RAW Queue (now there are 35 messages) where the content is: "root@localhost (reason: 553 5.5.4 <OTRS(a)localhost.localdomain>...Real domain name required for sendere address) (expanded from: root@localhost)" How can I resolve this problem? Regards, -- Stefano Milziadi pepozzo(a)gmail.com

2 3

Related tickets?
by Paul Dale 10 Nov '08

10 Nov '08

I could swear that there was a way to have linked tickets in OTRS, but I'm not finding it at the moment. Is there one, or am I just mixing it up with something else ...? Also, when one is using the customer front end. Is there a way to make it so that a customer sees all tickets that have their customer id on them, whichever queue they are in? The problem I am having is that if a ticket comes into the customer queue and I reassign it to another group then the customer can't see it any more. thanks :) paul

3 5

Auto Responses
by Germán Porta 10 Nov '08

10 Nov '08

Hello list, I am trying to form OTRS so that when shipment a mail to a mail direction the system generates tickets automatically and responds to the sender with the number of tickets and a message, as it happens when a mail is sent to demo(a)otrs.org <http://webmail.compulinx.com.ar/imp/message.php?index=7#>. Somebody knows of some tutorial or some aid to obtain this. Greetings and thanks.

1 0

problem installing packages
by Johan Bogema 10 Nov '08

10 Nov '08

Hi all, We've just set up an installation of OTRS using an MSSQL server. This due to the fact that we want to have just one database engine in our company. However, when I try to install an extra package (fe. the FAQ package) it gives the same error as explained in the FAQ item here: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=4&ItemID=50 The problem I have, is that I can't use that hint to configure my MSSQL server. Does anyone know how to overcome this problem using MSSQL server? Regards, Johan Bogema

2 2

Re: [otrs] How to access the MySQL!
by Jie(Jack) Zhu 10 Nov '08

10 Nov '08

Thanks Paul, I've tried. It only works locally. And the root password is empty. It seems I have to make some setup on MySQL so I can access it remotely. I installed SQL Manager Lite on the localhost, and then setup a root account with "%" (Global) access. Now I can access it remotely. Jack -----Original Message----- From: Paul Dale [mailto:paul.dale@gmail.com] Sent: 2008年11月9日 14:05 PM To: j.zhu(a)impactek.com Subject: Re: [otrs] How to access the MySQL! It's possible that you have to access it locally. It depends on how the user is set up (I'm not sure how otrs sets it up by default), mysql does have the ability to allow local and not remote. root with empty password is probably also only @ localhost, but I'm not sure about that either. paul 2008/11/9 Jie(Jack) Zhu <j.zhu(a)impactek.com>: > Thanks for your prompt answer Paul, > > I have phpmyadmin installed on another server. I tried to access OTRS's > MySQL through it. I used empty password for root, and also tried user otrs. > Both of them don't work. Do I have to access the database locally? > > -----Original Message----- > From: Paul Dale [mailto:paul.dale@gmail.com] > Sent: 2008年11月9日 13:37 PM > To: j.zhu(a)impactek.com; User questions and discussions about OTRS. > Subject: Re: [otrs] How to access the MySQL! > > I believe the default mysql root password is empty. > > To access the database login to mysql and type use otrs; to switch to > the otrs DB. > > 2008/11/9 Jie(Jack) Zhu <j.zhu(a)impactek.com>: >> Hi there, >> >> >> >> I installed the OTRS win32 package. It created everything automatically >> including the MySQL. >> >> >> >> The server is working fine. However, I am just wondering how can I access >> MySQL database? >> >> >> >> What is the default password for root? >> >> >> >> Thanks for your help! >> >> >> >> Jack >> >> _______________________________________________ >> 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

[OTRS] To: field in responses is empty
by Gordon 10 Nov '08

10 Nov '08

Hi, We are having a problem with our OTRS installation. When responding to a ticket the "To:" field appears empty. Although in the original ticket its fine. Whats interesting is that if you split the ticket the "To:" field populates fine. Ive done a lot of searching through the archives and cant find anything like this. We are running 2.3.3 and Exchange. Ive also had a look in the DB and the article seems to have the correct a_from and a_to addresses. Its almost like the reply just isn't picking these up. Same also happens for CC fields (not as important). Any tips or suggestions would be more than welcome. Thanks in advance... Gordon

1 0

Associating a group with a CustomerID?
by Paul Dale 09 Nov '08

09 Nov '08

Is it possible to have anyone with a given CustomerID automatically added to a group or queue? Thanks, Paul

2 3

How to access the MySQL!
by Jie(Jack) Zhu 09 Nov '08

09 Nov '08

Hi there, I installed the OTRS win32 package. It created everything automatically including the MySQL. The server is working fine. However, I am just wondering how can I access MySQL database? What is the default password for root? Thanks for your help! Jack

2 2

More questions about CustomerID/Company
by Paul Dale 09 Nov '08

09 Nov '08

It seems CustomerID and Company don't work the way I would think they would. I expected to be able to assign a customer_user a CustomerID and then the Company that I created with that CustomerID would show up when I receive an email from them. However when I get an email from the email address I used when creating a customer_user it doesn't show the Company or CustomerID I assigned to it. Am I way off base here? Is it possible to do something like what I want? Is there better documentation somewhere on the Customer portion than in the admin guide? Thanks :) Paul

1 0

OTRS installation on IIS?
by Jie(Jack) Zhu 09 Nov '08

09 Nov '08

Hi Guys, We have IIS server and running some other stuffs, it's impossible to us to have another server which just running Apache. I tried manually installing the OTRS on IIS server. I can install it with install.pl and everything seemed ok no error reported. But I just can't run it. Always get errors tell me module loading problem. Does any one have the experience to implement OTRS on IIS? How to get it work? Thanks a lot! Jack

1 0

Auto Responses
by listas＠compulinx.com.ar 08 Nov '08

08 Nov '08

Hello list, I am trying to form OTRS so that when shipment a mail to a mail direction the system generates tickets automatically and responds to the sender with the number of tickets and a message, as it happens when a mail is sent to demo(a)otrs.org. Somebody knows of some tutorial or some aid to obtain this. Greetings and thanks.

1 0

OTRS hangs on fetching mails
by Stefan Warten 07 Nov '08

07 Nov '08

Hello! We are using several OTRS installs (on one server) with a dedicated database server. Mails are fetched with the PostMasterMailbox.pl. Since we had a server problem and had to reset/reboot it, 2 of 8 OTRS stopped getting new mails. In the System Log, we have this entry: Can't create PID PostMasterMailbox, because it's already running (support-new.panfu.nl/4123)! In fact, there are some PostMasterMailbox.pl processes running. Killing these processes and deleting the entry in the process_id table in the database does not fix this issue. Executing ./PostMasterMailbox.pl -f 1 -d 3 manually gives this output: Notice: PostMasterMailbox.pl is already running but is starting again! Net::POP3>>> Net::POP3(2.28) Net::POP3>>> Net::Cmd(2.26) Net::POP3>>> Exporter(5.58) Net::POP3>>> IO::Socket::INET(1.29) Net::POP3>>> IO::Socket(1.29) Net::POP3>>> IO::Handle(1.25) Net::POP3=GLOB(0x20a24b50)<<< +OK POP3 Ready mailserver.example.com 0001ee64 Net::POP3=GLOB(0x20a24b50)>>> USER otrs_xx(a)example.com Net::POP3=GLOB(0x20a24b50)<<< +OK USER otrs_xx(a)example.com set, mate Net::POP3=GLOB(0x20a24b50)>>> PASS .... Net::POP3=GLOB(0x20a24b50)<<< +OK You are so in Net::POP3=GLOB(0x20a24b50)>>> STAT Net::POP3=GLOB(0x20a24b50)<<< +OK 5800 30295323 Net::POP3=GLOB(0x20a24b50)>>> LIST Net::POP3=GLOB(0x20a24b50)<<< +OK POP3 clients that break here, they violate STD53. POP3: Message 1/5800 (otrs_xx(a)example.com/mailserver.example.com) Net::POP3=GLOB(0x20a24b50)>>> LIST 1 Net::POP3=GLOB(0x20a24b50)<<< +OK 1 1859 Net::POP3=GLOB(0x20a24b50)>>> RETR 1 Net::POP3=GLOB(0x20a24b50)<<< +OK 1859 octets follow. And now, the process is hanging endless. In one OTRS System Log is a message saying that a filter is applied to this message but it does not appear in any queue. In the other OTRS, no filter is applied to the message and it it does not appear in any queue either. We could exclude the possibility that this issue is caused by a specific mail. It happens always and with every mail. Has anyone an idea what could cause such an issue? Regards, SW.

1 1

Responding to users via OTRS.
by Ken D'Ambrosio 06 Nov '08

06 Nov '08

Hi, all. Maybe I'm just dumb, but I haven't figured out how one uses OTRS to respond to users. One "problem" with OTRS is that it's got so many features, it can sometimes be daunting to find the answer in the documentation. I've tried, for example, to see if "note" would respond to users, but it appears not to -- though the fact that I only have "note-internal" in my drop-down might be relevant... but I can't figure out how to modify that. So, bottom line, if there's a pointer to what I should be using, it would be much appreciated. Thanks, -Ken

4 3

Re: [otrs] How can see a list of All registered customers?
by LQ Marshall 06 Nov '08

06 Nov '08

>I'd like to see a listing of >customers that have >registered with OTRS, how >can I? Enter an asterisk (*) in the search field. LQ

2 1

How can see a list of All registered customers?
by Wes Plate 06 Nov '08

06 Nov '08

I'd like to see a listing of customers that have registered with OTRS, how can I? I can search for them but searching for an empty string doesn't get me anything. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

OTRS2 on Ubuntu Hardy - missing icons
by Matthijs 06 Nov '08

06 Nov '08

Hi all, I Just installed package otrs2 on an Ubuntu 8.04.1 server. After some initial database problems* otrs seems to be running fine. However, when I log in to otrs, the menu doesn't display any icons. Instead, there's two lines of the same link (when using Firefox - IE on the other hand clearly displays red crosses where the icons should have been). I've made a screenshot of this issue: http://www.tenkate.net/bugs/otrs_no_icons.png All images that should be in the menu seem to exist on the server, located on /var/lib/otrs/httpd/htdocs/images/Standard/ They al have the owner 'otrs' and group 'www-data', mask 664, which seems to me they should be perfectly readable by the system. Can anyone give me any tips on how to fix this issue? Kind regards, Matthijs * = database should be installed proir to installing otrs2, but this is not the case when it's selected and installed by automatically resolving dependencies, which then results in an error when apt configures otrs2.

2 2

How to set the Generic Agent?
by Stefano Milziadi 05 Nov '08

05 Nov '08

Hi! When a customer open a new ticket, this is assigned to the agent: root@localhost I want that new tickets are assigned to other agent (for example: Mark Twain), but i don't know if i have to modify the Generic Agent settings or i have to modify other settings. I've 2 queue that, in theory, should be used by 2 agent. But, both are assigned to root@localhost. Thanks -- Stefano Milziadi pepozzo(a)gmail.com

2 8

How are the Top 10 articles on the public FAQ determined?
by Wes Plate 05 Nov '08

05 Nov '08

I can't find any documentation about the "Top 10 articles" listing of articles on the public FAQ. How is that list determined? OTRS 2.3.3 FAQ 1.5.3 -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

POP3 - Leave message on the server
by Joseph Lundback 05 Nov '08

05 Nov '08

Hi, I googled ( I know I'm not good at it :) ) for settings on how to configure OTRS to leave messages on the mail server. Is it possible to change this setting or would this cause OTRS to open a new ticket it fetches the email? /Joseph ________________________________ The information in this E-mail is confidential. If you are not the intended recipient please notify the sender immediately and delete this E-mail without reading, using or disseminating the information contained in it. Although Touchbet Ltd believes this E-mail and any attachments are free of any virus or other defect which may affect a computer, it is the responsibility of the recipient to ensure that it is virus free and Touchbet Ltd does not accept any responsibility for any loss or damage arising in any way from its use.

3 2

Mapping Ticket# and TicketID
by Stefan Gründel 05 Nov '08

05 Nov '08

Hi, I want to integrate links to OTRS in our SVN commits. I can do that with a link like https://server/otrs/index.pl?Action=AgentTicketZoom&TicketID=14, but this uses the internal TicketID, I'd rather use a link with the Ticket#, which identifies the ticket from the user's point of view. Any ideas on how to achieve this? Many thanks in advance, Stefan

2 2

Generate ticket and forward/bounce to address included in original mail
by Johannes Gilger 04 Nov '08

04 Nov '08

Hi there, we're slowly getting the hang of OTRS and so far are quite happy with it. I've been looking for a solution to use OTRS as the intermediate system for another system. Let me describe the situation: System A sends mails to our users (foo.bar(a)rwth-aachen.de) with a certain content. Often the users respond to these messages. The problem is that System A does not know about Ticket-Numbers or anything like that. What I want to do is something like this: System A sends all it mails to our OTRS and includes the intended receiver (the user) in the email (like an extra header field). OTRS then creates a ticket from that mail and forwards/bounces/composes a mail to the intended recipient (taking the address from the header field) with the ticket-nr in the subject. So then, if the user replies, we already have an open ticket (with the original message body) which the reply is associated with. One important aspect is that the mail OTRS should send to the user doesn't show up as a reply of some kind, since for the user it is the initial message he/she receives from our system. Hope I explained it well enough and this is not something I've missing while going through the documentation and while googling ;) Regards, Johannes Gilger

3 2

Moving OTRS
by Joseph Lundback 04 Nov '08

04 Nov '08

Hi List, I am in the process to move a OTRS system from a Windows Small Business Server 2003 (Austrian Language version) to a Windows Server 2008 machine. And I have failed to find a suitable document that describes how to proceed with the move. It might be my google-skills that lacks. :) What would be the best procedure to follow? Best regards Joseph Lundback System Administrator ________________________________ The information in this E-mail is confidential. If you are not the intended recipient please notify the sender immediately and delete this E-mail without reading, using or disseminating the information contained in it. Although Touchbet Ltd believes this E-mail and any attachments are free of any virus or other defect which may affect a computer, it is the responsibility of the recipient to ensure that it is virus free and Touchbet Ltd does not accept any responsibility for any loss or damage arising in any way from its use.

2 3

Compose Answer is very slow
by Bruno Moncorgé 03 Nov '08

03 Nov '08

Hello, I'm currently trying to install OTRS on a Windows Server 2003 Standard Edition. The server is a Intel Core2Duo 6600 @ 2.40 Ghz. There is 4 GB RAM on the server and OTRS is almost the only running task at the moment. It seems to me that this is a quite sufficiently powerful machine for OTRS. When a user clicks on "Compose Answer (email), it takes ages before the compose mail page appears. It also takes ages to send the email once written. Are there some specific parameters to change in the Apache server or Perl? Has anyone else experienced such slowliness on a similar configuration?Any idea what is wrong with my OTRS? Thanks for any help. Bruno Moncorgé

1 0

FAQ public page not work
by jacky 03 Nov '08

03 Nov '08

i am testing FAQ module, agent and customer could access FAQ via login system. But for public user,the access meet error with 500 internal server error.the url i used is //localhost/otrs/faq.pl. BTW i can access login page with url "//localhost/otrs/index.pl thanks __________________________________________________ 赶快注册雅虎超大容量免费邮箱? http://cn.mail.yahoo.com

3 2

Problem with otrs / sometimes errors in Logfile
by Glaab, Achim 03 Nov '08

03 Nov '08

Hi there, i have a problem with otrs running on linux. Everything works fine, when I start the apache. After a while I get this errors in the apache error_log: [Thu Oct 30 10:55:48 2008] -e: print() on closed filehandle LOG at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1534. [Thu Oct 30 10:59:09 2008] -e: print() on closed filehandle LOG at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1534. And the user only gets a blank page in his browser ... When I now restart the apache; is come up but the system hangs after some time again., Can anybody help me?

2 2

回复： otrs Digest, Vol 2, Issue 2
by jacky 02 Nov '08

02 Nov '08

Yes,i hasmet the error infor as below: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, admin(a)your-domain.com and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. Thanks --- otrs-request(a)otrs.xn--org-111eo18z: > 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. FAQ public page not work (jacky) > 2. Re: FAQ public page not work (Wes Plate) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 1 Nov 2008 21:16:20 +0800 (CST) > From: jacky <jacky_zj(a)yahoo.com> > Subject: [otrs] FAQ public page not work > To: otrs(a)otrs.org > Message-ID: > <482511.90819.qm(a)web110415.mail.gq1.yahoo.com> > Content-Type: text/plain; charset=gb2312 > > i am testing FAQ module, agent and customer could > access FAQ via login system. But for public user,the > access meet error with 500 internal server error.the > url i used is //localhost/otrs/faq.pl. BTW i can > access login page with url > "//localhost/otrs/index.pl > thanks > > > __________________________________________________ > ??????????????? > http://cn.mail.yahoo.com > > > ------------------------------ > > Message: 2 > Date: Sat, 01 Nov 2008 07:28:57 -0700 > From: Wes Plate <wes(a)automaticduck.com> > Subject: Re: [otrs] FAQ public page not work > To: OTRS <otrs(a)otrs.org> > Message-ID: <C531B5B9.B45D1%wes(a)automaticduck.com> > Content-Type: text/plain; charset="US-ASCII" > > On 11/1/08 6:16 AM, "jacky" wrote: > > > i am testing FAQ module, agent and customer could > access FAQ via login system. > > But for public user,the > access meet error with 500 internal server > > error.the > url i used is //localhost/otrs/faq.pl. BTW i can > access login page > > with url "//localhost/otrs/index.pl > thanks > > Do you get the error if you go to > //localhost/otrs/public.pl ? > > > -- > Wes Plate > Automatic Duck, Inc. > http://www.automaticduck.com > > > > > ------------------------------ > > _______________________________________________ > otrs mailing list > otrs(a)otrs.org > http://lists.otrs.org/cgi-bin/listinfo/otrs > > > End of otrs Digest, Vol 2, Issue 2 > ********************************** > __________________________________________________ 赶快注册雅虎超大容量免费邮箱? http://cn.mail.yahoo.com

1 0

Can I have back expanded tooltips in Ticket Zoom
by Wes Plate 01 Nov '08

01 Nov '08

It used to be when zoomed in to a Ticket we could mouseover a link in the history tree of the ticket and see in the tooltip the entire email or message, but now in 2.3.3 when I do this I only get a summary of the subject and time of message like this... http://www.automaticduck.com/screenshots/OTRStooltip.jpg The way of having the whole message in the tooltip was nice for reviewing other messages without having to view the whole history. Can anyone tell me where I can find the setting to put this back? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

Re: [otrs] Moving OTRS
by Bruno Moncorgé 31 Oct '08

31 Oct '08

Hello Joseph, I'm afraid I won't be able to help you with your migration. However I'm very interested in your experience of OTRS under windows. I'm myself trying to install OTRS on a Windows Server 2003 Standard Edition, and I can't figure out how to set up files so that my pop accounts are fetched automatically. I'm lost between crontab.txt, cron4win32.pl, .fetchmailrc. If you don't mind posting some paramer samples (or just tell me what you did to have it work), it would be most helpful to me and I would be very grateful to you. Best regards, Bruno otrs-request(a)otrs.org wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Permission Problem (Ali Jawad) > 2. Re: Permission Problem (Wes Plate) > 3. Re: Permission Problem (Gon?ri Le Bouder) > 4. Prevent User from deleting users (Ali Jawad) > 5. PostMaster Mail Account not saving Queue (Ali Jawad) > 6. Moving OTRS (Joseph Lundback) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 29 Oct 2008 17:19:49 +0200 > From: "Ali Jawad" <alijawad1(a)gmail.com> > Subject: [otrs] Permission Problem > To: otrs(a)otrs.org > Message-ID: > <fb6f4c5d0810290819jb9e0dc6uc38aeb9f51e0c843(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Hi > I did install using RPM and used the setpermission script as follows : > > /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs apache apache apache > > However, if I do try to access > > The page i get the following error: > > Forbidden > > You don't have permission to access /otrs/ on this server. >

1 0

Does OTRS have a feature to show known problems for operators?
by Attila SIMON 31 Oct '08

31 Oct '08

Hi List, Pls apologise if I ask something trivial, I am quite a newbie in using OTRS. I would like to know if OTRS latest version has any feature that I could use to display some messages to all operators, for example about known problems or issues (like "server 1 is down, will be operating at 1pm"), so that they can immediately answer all user complaints without browsing FAQ or submitting a new ticket. Thanks for your answers in advance, Attila Simon Nav N Go Kft. Berc u. 23. H-1016 Budapest Hungary Nav N Go stands for dynamic, innovative software development which offers the latest solutions for satellite navigation, mobile applications and content on a variety of platforms. http://www.navngo.com/ This message, including attachments, is confidential and may be privileged. If you are not an intended recipient, please notify the sender then delete and destroy the original message and all copies. You should not copy, forward and/or disclose this message, in whole or in part, without permission of the sender.

2 1

Prevent User from deleting users
by Ali Jawad 30 Oct '08

30 Oct '08

Hi I need to prevent my staff from deleting messages from the queues, how can I do that ? Thanks

2 1

PostMaster Mail Account not saving Queue
by Ali Jawad 30 Oct '08

30 Oct '08

Hi I did setup a Postmaster Mail Account and did set the POP settings. When I do set the queue "no matter what queue" and I save and after that I visit the same account to edit I find that the queue is set to -. And all popped emails are sent to RAW. Did I miss something here ? Thanks

1 0

Permission Problem
by Ali Jawad 29 Oct '08

29 Oct '08

Hi I did install using RPM and used the setpermission script as follows : /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs apache apache apache However, if I do try to access The page i get the following error: Forbidden You don't have permission to access /otrs/ on this server.

3 2

'Need Type!' errors are constantly generated
by James Chase 28 Oct '08

28 Oct '08

Hi All, I'm having a slight problem after upgrading from 2.2.4 to 2.3.3 on a CentOS 4 (RHEL4) machine. I get the following lines in '/var/log/messages' quite often. Oct 27 09:57:43 tao OTRS-CGI-10[31841]: [Error][Kernel::System::Cache::Get][Line:137]: Need Type! Oct 27 09:57:43 tao OTRS-CGI-10[31841]: [Error][Kernel::System::Cache::Set][Line:105]: Need Type! I thought it was just happening when I used the web front end at first, but it seems to happen pretty regularly most of the time (though not associated with any cron job as far as I am able to tell). Doing the upgrade I just copied the new release files over my existing installation, and ran the database upgrade scripts as mentioned in the UPGRADE readme. I deleted the old /var/cron/ directory contents since it seemed like many of the old cron jobs were no longer being used. I also tried the upgrade by just creating a new directory for OTRS and copying over my old Config.PM file but then it complained that nothing was registered in Config.PM everytime I clicked on a link on the web front end. Does anyone know what the origin of these messages are? Are there stale cache files that have to do with OTRS that are causing issues? Thanks for any help! James -- "Beware of all enterprises that require new clothes." -- Henry David Thoreau

1 0

Problem fetching mail automatically under windows
by Bruno Moncorgé 28 Oct '08

28 Oct '08

Hello, I'm trying to configure OTRS so that it fetches mail automatically from the POP3 server. I'm running it under Windows Server 2003. I'm confused between the different possibilities, and none work: - At launch time, OTRS does not find the crontab.txt "directory" (as stated in the error message). I forced the path to the crontab.txt path in the file Cron4Win32.pl. - I don't know how to declare fetchmail in the crontab.txt file - I created a fetchmail file in the c:\OTRS\otrs\var\ folder, and activated the option, but it refers to /usr/bin/fetchmail which is visibly a Linux structure - I created a C:\OTRS\otrs\.fetchmailrc file and activated the "poll <MAIL_SERVER> protocol POP3 user <MAIL_USERNAME> pass <MAIL_PASSWORD> is <LOCAL_OTRS_USERNAME> here" command It does not work and I don't know what to do... All help would me most appreciated. Bruno

1 0

FAQ module Rich Text Module, how to edit HTML directly?
by Wes Plate 28 Oct '08

28 Oct '08

Sometimes I'll want to edit the HTML of a FAQ article directly, but with the new Rich Text Editor I can't figure out how I would do that. Is going directly into the database via phpMyAdmin my only choice? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

OTRS integration
by vahid negahdari 27 Oct '08

27 Oct '08

Hi there, I'm noobi with OTRS and I'm curious about the level of integration of OTRS we can have with other systems, beside Authentication. I know it might sound a bit strange but, Is there anyway that OTRS can accept the Customer/Agent info in response to Authentication request (via Radius, LDAP, ...) and somehow add the Customer/Agent on demand ( or accept the info and not throwing "Panic, No user data" ) . Keep up the good work ;)

1 0

FAQ article text/link wrapping
by Nick Bright 25 Oct '08

25 Oct '08

I'm working on fleshing out our FAQ system, and I've run in to some trouble embedding links into the FAQ entry (for example, a file download link). If the URL is longer than the FAQ line break width, the line wraps and the HTML tag is broken. Is there a work-around or bug fix for this issue? -- --- - Nick Bright Network Administrator Terra World Tel 888-332-1616 x 315 Fax 620-332-1201

5 7

Insert current time into Auto response?
by Wes Plate 25 Oct '08

25 Oct '08

I would like our auto responses to indicate the current time to the customer, so users might get a sense of what time it is where we are and that maybe we're sleeping so they can expect to wait a little bit for the human to reply. Something like <OTRS_CUSTOMER_REALNAME> but instead maybe <OTRS_CURRENT_TIME>. Suggestions? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

Ticket lock after followup
by Wes Plate 24 Oct '08

24 Oct '08

When a customer replies to a ticket, I would like the followup to appear in the QueueView so another Agent can pick it up if necessary instead of appearing the Owner's Mailbox. I thought by setting the Queue's option for "Ticket lock after a follow up" to "No" this would happen, but it doesn't reliably. Sometimes I find followups that are unlocked and I'm not sure why it works sometimes but not others. Can anyone advise? OTRS 2.3.3 -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

Re: [otrs] OTRS 2.3.1 Upgrade Login Issue
by Michael Webber 23 Oct '08

23 Oct '08

Try changing it back to "otrs" and then login. I just had this same issue when I was upgrading earlier tody. Since I ran the scripts and changed the Config.pm back to "otrs" everything worked and all of my info was still there. Let me know if this works for you. -----Original Message----- From: Wes Plate <wes(a)automaticduck.com> Sent: Wednesday, October 22, 2008 4:38 PM To: OTRS <otrs(a)otrs.org> Subject: Re: [otrs] OTRS 2.3.1 Upgrade Login Issue On 10/22/08 4:00 PM, "Michael Webber" wrote: > One other thing, did you run the http://localhost/otrs/installer.pl and > create a different database? I did, but then I changed the database that OTRS was using to the one I upgraded from the old system. I changed Config.pm to use the database I'm calling "otrs2" instead of "otrs". -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

2 1

Autmatic decryption of PGP attachments?
by Kevin Fibich 23 Oct '08

23 Oct '08

Hi there! We're having some trouble with the otrs PGP option. At the moment we are able to receive PGP encryptet mails just fine, but if the mail has an attachment, this attachment won't be decrypted. This is very strange behaviour and since i could not find any related information on the net, i guess it's a bug? best regards, Kevin

1 0

OTRS 2.3.1 Upgrade Login Issue
by David Salson 22 Oct '08

22 Oct '08

To All, Upgrade from 2.2.7 to 2.3.1. Everything is running (cron, autoreply, notifications, etc...) but no one can login (index.pl or customer.pl). Invalid user name or password. I checked the database via phpMyAdmin. All users are there. What to do? Thanks,

3 5

Password Issues After 2.3.1 Upgrade
by Buice, David R 22 Oct '08

22 Oct '08

Hello, I finally got our OTRS installation moved from an old Linux desktop to a new Solaris server running Solaris 10. I also upgraded it from version 1.2.3 to 2.3.1. I'm using an Apache webserver and a MySQL database. We've had a couple of small issues which have been easily fixed and, overall, the migration appears to have been a great success. However....... I'm starting to get calls from users who have forgotten their passwords. They use the "Lost Password" portion of the Login screen (customer.pl) and get a new password mailed to them. When they try to log in with the new password they get the message "Login failed! Your username or password was entered incorrectly." So I go into the 'Admin' area of OTRS, go to 'Customer Users', and change their password. I get the message that the Customer has been updated and the log states that the customer's password was successfully changed. When the customer tries to use the new password they get the same message as above. I took a peek at the passwords (encrypted) using phpMyAdmin and I can see that something has been put in that field, but whatever it is OTRS doesn't like it. Any help would be greatly appreciated. I've got customers that have not been able to log on for a couple of days now. Help! Regards, David Buice Infrastructure Specialist/SDC-INT 2032653 ITIL Foundation Certified EDS, an HP company PSIC Operations 7000 Chicago Rd. Warren, MI 48092-1663 Mailstop 430-202-390 Tel: +01 586 575-4525 Fax: +01 586 575-0090 Mobile: +01 248 249-9122 E-mail: david.buice(a)eds.com We deliver on our commitments so you can deliver on yours.

2 1

New Ticket
by Michael Webber 22 Oct '08

22 Oct '08

I am trying to find a way to add a Company filed to lookup the company table so that we can associate a company with a new ticket. Is there anyway to do this? Thanks, Mike

1 0

Upgrade 2.2.7 to 2.3.3
by Michael Webber 22 Oct '08

22 Oct '08

When I try to run the rpm, it says : install of otrs-2.3.3-01.i386 conflicts with file from package otrs-2.2.7-01.i386 Any help would be appreciated. Michael Webber IT/Data Networking Specialist Teledex LLC 6311 San Ignacio Ave San Jose, CA 95119 Tel: (408) 363-3100 x 644 Fax: (408) 363-3136 michaelwebber(a)teledex.com http://www.teledex.com <http://www.teledex.com>

1 1

Access denied after enabling agent LDAP authentication
by Mark Di Nicola 22 Oct '08

22 Oct '08

I've just installed OTRS 2.3.2 for the first time under Under 8.04. Eventhing worked ok after installation, I was able to login as root@localhost. Then I enabled LDAP authentication by adding the following lines to /etc/otrs/Kernel/Config.pm $Self->{'AuthModule'} = 'Kernel::System::Auth::DB'; $Self->{'AuthModule::LDAP::Host'} = 'localhost'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Users,dc=mms'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; Now when I try to do anything (even just visting the main page) I get the following error: Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (7238): Module: Kernel::System::DB::new (v1.95) Line: 190 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 143 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_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 Commenting out those lines in Config.pm doesn't make it work again. Is there something I've done wrong or neglected to do that's causing this? Thanks Mark

2 1

FAQ URL redirecting after upgrade
by Wes Plate 20 Oct '08

20 Oct '08

As a part of the eventual OTRS migration to the new version I'm going to need some .htaccess redirects added so that my existing FAQ links won't break. Does anyone have experience in redirecting FAQ URLs? I need to take a URL like this... http://support.automaticduck.com/otrs/faq.pl?Action=&ID=2&SessionID= or http://support.automaticduck.com/otrs/faq.pl?Action=&ID=2 (the &SessionID= is sometimes tacked on the end, if it is there we need to ignore it I guess) ...And redirect it to... http://support.automaticduck.com/otrs/public.pl?Action=PublicFAQ&ItemID=2 Anyone have suggestions? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

SMTP authentication in OTRS - Relay access denied
by Tonatiuh Medina 20 Oct '08

20 Oct '08

Hi all, My IT dept. has made some changes to our email server. For security reasons email clients now need to authenticate to send emails (SMTP authentication). This change is now causing any email going out from OTRS to bounce back with the error: "Relay access denied". I did some research, and this error is common when email clients are not setup to authenticate for outgoing email and the email Server requires this SMTP authentication. *So the question is: Does OTRS 2.2.7 support SMTP authentication for outgoing email? How can I set this up? * From the Admin> Email Addresses section I cannot see any field to enter a password for the email, or set this authentication. Please help with this. I really appreciate it. Thanks, Tona Tonatiuh Medina Support Enginner www.spikesource.com

1 0

Install with debian 4
by otrs 20 Oct '08

20 Oct '08

Hi everybody, I am new to this mailing list, I have planned to use otrs for the support of an online free game which is called stellarium (http://www.stellarium.ch) This game is in French. I am installed otrs v 2.0.4 on a Debian 4 etch (stable) that's the default package provided by this distro. My stack is composed by Apache 2.2.x, mod_perl 2.0.2, mysql 5.0.x, exim 4 (only to forward mails). The 2.0 manual of otrs give a link about how to install and configure on Debian (http://www.writely.com/View.aspx?docid=drm3kmx_0cbr3x9) but google doc told me that's I haven't enough rights to see it. So, I manage to install by myself using the Debian packages, CPAN and the manual. The only thing I have to change is adding a use lib '/usr/lib/perl5/DBI/ProfileDumper'; in apache2-perl-startup.pl to be able to enable Apache::DBI which should increase performance as advised in README.webserver. Everything look fine now, it's work, but compared to the 2.2.3 install of the demo.otrs.org system it's really slow when I try to send an answer to the user. Sometime I could wait up to 10 secondes to display the answer and 10 also to send the mail. It's strange because I am alone on this server and there is no other users. Also, the rest of the system respond really quickly. In this case, what would you try ? 1) Upgrade to the most current version using tarball 2) Something is wrong in the perl dependencies, try to upgrade it 3) Something is wrong in my stack and I should check it 4) Anything else So if anyone have an advice about this it's really welcome :) Thanks in advance Jean Martin otrs(a)stellarium.ch

1 0

webmail module attachments not working
by Peter Ploskov 16 Oct '08

16 Oct '08

Hi all, does anybody use WebMail module in OTRS 2.3.3? I can't get the attachments working. I tried with different attachments (size and type) but with no luck. The email is delivered but without the attached file. Any ideas how to debug this prblem? Thanks in advance

1 0

Compose email on ticket note
by Theunis De Klerk 16 Oct '08

16 Oct '08

Hi, Could anyone tell me why the "Compose email" link is not available when viewing notes on a ticket? _____ Theunis De Klerk Cell : +27 83 788 7261 Email : <mailto:theunis@pier29.co.za> theunis(a)pier29.co.za Web : <http://www.pier29.co.za/> www.pier29.co.za _____

3 2

timeaccounting - page locked at login
by Marco Vannini 16 Oct '08

16 Oct '08

Hi all, I was playing just for doing some test with timeaccounting package, after that, I have created some action and associated to an account (mine, the lonely admin). Now I'm locked to a page named OTRS::TimeAccounting::Edit with a list of missed data in dates (an entire page of that). Also closing browser and login again this is the only page that I'm addressed to, there aren't any menu too... Does anyone has any idea on what I can do to go out from there ? Thank you in advance. -- Marco Vannini msn: marco69v(a)hotmail.com

3 2

otrs mail error?
by Arthur Stephens 15 Oct '08

15 Oct '08

I have discovered that there are times that emails are not sent out to participants when I make schedules in the calender. I also noticed recently a cron message that I never really paid attention to but appears to happen when one of those emails do not go out. Subject: Cron <root@elmer> /opt/otrs/bin/PostMasterPOP3.pl >> /dev/null no decoder for plain at /opt/otrs/Kernel/cpan-lib/MIME/Parser.pm line 821 -- Arthur Stephens Senior Sales Technician Ptera Wireless Internet Service PO Box 135 Liberty Lake, WA 99019 509-927-7837 http://www.ptera.net ******************************************************************** "This message may contain confidential and/or propriety information, and is intended for the person/entity to whom it was originally addressed. Any use by others is strictly prohibited."

1 0

mod_perl problem
by Maurice James Ny 15 Oct '08

15 Oct '08

I'm having a problem with mod_perl. Whenever I activate it on my web server OTRS starts serving up blank pages for OTRS. This behavior is not persistent, but it happens every 5th or 6th request. Has anyone seen this before?

2 1

Migration from mysql to Oracle, attachments encoding issues
by bass000 15 Oct '08

15 Oct '08

Hi all, I try to migrate our OTRS database from mysql to Oracle. We are using OTRS 2.3.1, the migration process is done with the scripts generated by sqldevelopper, the processes are: 1) mysqldump --> dumps data to text file 2) create schema in oracle using the otrs-schema.oracle.sql 3) sqlldr (sql loader) to import data from the text file 4) Recreate sequences All seems fine, but I have a problem with attachments: Example on an HTML attachment: Source : mysql> select * from article_attachment WHERE article_id = 4633 AND id=2508; | 2508 | 4633 | file-2 | 28057 | text/html; charset=\"windows-1258\" |<html xmlns:v=\"urn:schemas-microsoft-com:vml\" xmlns:o=\"urn:schemas-microsoft-com:office:office\" xmlns:w=\"urn:schemas-microsoft-com:office:word\" xmlns:st1=\"urn:schemas-microsoft-com:office:smarttags\" xmlns=\"http://www.w3.org/TR/REC-html40\<http://www.w3.org/TR/REC-html40%5C> "> Target seems well imported: ADMGNDEV> select * from article_attachment WHERE article_id = 4633 AND id=2508; 2508 4633 file-2 28057 text/html; charset=\"windows-1258\" <html xmlns:v=\"urn:schemas-microsoft-com:vml\" xmlns:o=\"urn:schemas-microsoft-com 01/10/08 17:03:03 1 01/10/08 17:03:03 1 :office:office\" xmlns:w=\"urn:schemas-microsoft-com:office:word\" xmlns:st1=\"urn:s chemas But the attachment is not readable, and if i try to add the same attachment via OTRS (migrated to Oracle) I have this : ADMGNDEV> select * from article_attachment WHERE article_id = 100050; 100058 100050 file-2.html 28057 application/octet-stream PGh0bWwgeG1sbnM6dj0idXJuOnNjaGVtYXMtbWljcm9zb2Z0LWNvbTp2bWwiIHhtbG5zOm89InVy 15/10/08 10:47:07 2 15/10/08 10:47:07 2 bjpzY2hlbWFzLW1pY3Jvc29mdC1jb206b2ZmaWNlOm9mZmljZSIgeG1sbnM6dz0idXJuOnNjaGVt YXMtbWljcm9zb2Z0LWNvbTpvZmZpY2U6d29yZCIgeG1sbnM6c3QxPSJ1cm46c2NoZW1hcy1taWNy Do you have any idea, why under Oracle, OTRS encodes all attachments using \"application/octet-stream\", and do you know anyway to convert text (text/html; charset=\"windows-1258\") to octet (\"application/octet-stream\")? Hope this clear, don\'t hesitate to ask details. Thank for your answer. Regards, Bastien. -- Bastien Leblanc email: bastien(a)tribuleblanc.com Site : http://bastien.tribuleblanc.com Enfants: http://www.travisjudith.info

1 0

Improve Calendar Performance?
by Nick Bright 15 Oct '08

15 Oct '08

I'm using OTRS on a CentOS 5 server, with mod_perl enabled. Overall OTRS got MUCH faster when I enabled the mod_perl configuration, but the calendar is still excruciatingly slow. That is to say, when you click on the "Calendar" icon it takes three to five minutes to pull up any given view of the Calendar. Is there any way to improve the performance of this application? -- --- - Nick Bright Network Administrator Valnet, LLC Tel 888-332-1616 x 315 Fax 620-332-1201

2 3

Subject wrapping problem OTRS 2.2.8
by Patric 15 Oct '08

15 Oct '08

Hi all, I have recently upgraded to OTRS 2.2.8 and have noticed that the subject field gets wrapped at 75 characters. One of my mail clients cannot handle the newline and drops the rest of the subject. Using Thunderbird I am able to see the entire subject, and if i view the message source, I see that the message wraps at the closest space in words around character 75. I have tested this by creating a ticket with subject "1 2 3 4 5 6 7 8 9 0 1 2 3 4 5 6 7 8 9 0 ..." and confirmed that the subject wraps at 75 characters. Is this a config setting that can be changed, or is it hard coded? I cannot find anything specific to the subject. Any help much appreciated. Patric

1 0

Migration from mysql to Oracle
by Bastien Leblanc 15 Oct '08

15 Oct '08

Hi all, I try to migrate our OTRS database from mysql to Oracle. We are using OTRS 2.3.1, the migration process is done with the scripts generated by sqldevelopper, the processes are: 1) mysqldump --> dumps data to text file 2) create schema in oracle using the otrs-schema.oracle.sql 3) sqlldr (sql loader) to import data from the text file 4) Recreate sequences All seems fine, but I have a problem with attachments: Example on an HTML attachment: Source : mysql> select * from article_attachment WHERE article_id = 4633 AND id=2508; | 2508 | 4633 | file-2 | 28057 | text/html; charset=\"windows-1258\" |<html xmlns:v=\"urn:schemas-microsoft-com:vml\" xmlns:o=\"urn:schemas-microsoft-com:office:office\" xmlns:w=\"urn:schemas-microsoft-com:office:word\" xmlns:st1=\"urn:schemas-microsoft-com:office:smarttags\" xmlns=\"http://www.w3.org/TR/REC-html40\"> Target seems well imported: ADMGNDEV> select * from article_attachment WHERE article_id = 4633 AND id=2508; 2508 4633 file-2 28057 text/html; charset=\"windows-1258\" <html xmlns:v=\"urn:schemas-microsoft-com:vml\" xmlns:o=\"urn:schemas-microsoft-com 01/10/08 17:03:03 1 01/10/08 17:03:03 1 :office:office\" xmlns:w=\"urn:schemas-microsoft-com:office:word\" xmlns:st1=\"urn:s chemas But the attachment is not readable, and if i try to add the same attachment via OTRS (migrated to Oracle) I have this : ADMGNDEV> select * from article_attachment WHERE article_id = 100050; 100058 100050 file-2.html 28057 application/octet-stream PGh0bWwgeG1sbnM6dj0idXJuOnNjaGVtYXMtbWljcm9zb2Z0LWNvbTp2bWwiIHhtbG5zOm89InVy 15/10/08 10:47:07 2 15/10/08 10:47:07 2 bjpzY2hlbWFzLW1pY3Jvc29mdC1jb206b2ZmaWNlOm9mZmljZSIgeG1sbnM6dz0idXJuOnNjaGVt YXMtbWljcm9zb2Z0LWNvbTpvZmZpY2U6d29yZCIgeG1sbnM6c3QxPSJ1cm46c2NoZW1hcy1taWNy Do you have any idea, why under Oracle, OTRS encodes all attachments using \"application/octet-stream\", and do you know anyway to convert text (text/html; charset=\"windows-1258\") to octet (\"application/octet-stream\")? Hope this clear, don\'t hesitate to ask details. Thank for your answer. Regards, Bastien.

1 0

Bulk-Action
by Michael Webber 14 Oct '08

14 Oct '08

Every time I click the Bulk-Action button I get a message saying: You need min. One selected ticket! What is this for and how do you use it? Michael Webber IT/Data Networking Specialist Teledex LLC 6311 San Ignacio Ave San Jose, CA 95119 Tel: (408) 363-3100 x 644 Fax: (408) 363-3136 michaelwebber(a)teledex.com http://www.teledex.com <http://www.teledex.com>

2 1

DirectoryIndex anyone?
by Per olof Ljungmark 14 Oct '08

14 Oct '08

Hi list, After a few pains moving OTRS from Apache 1.3 to 2.2 I'm left with one(?) final piece that I cannot get my grips on: How do I configure Apache to use index.pl for DirectoryIndex? http://mytld/otrs/ just returns the directory listing so I have to point to http://mytld/otrs/index.pl explicitly to get the login page. Thanks! --per

4 7

Customer User Back End
by Ted Young 14 Oct '08

14 Oct '08

Hi, We have OTRS 2.2 tied into an external mysql table of customer records (see config below). When an email comes in, it is automatically associated with the correct customer id. When I click on that customer ID, I am brought to a screen entitled "Change customer of ticket". Below it gives me a place to search for a new customer, a box entitled "customer data" and then the history of the customer (all previous support tickets). My question is: what is supposed to show in the "customer data" box? It always says "none". Thanks for your help. We love OTRS! Ted Young My CustomerUser config (note that we don't have a password field since we do not allow our customers to log into OTRS): $Self->{CustomerUser} = { Name => 'CEAS', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'ceas.CEAS__OTRS__Customer', }, CustomerKey => 'email', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email', 'customer_id'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '%', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['first_name','last_name'], ReadOnly => 1, Map => [ [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ], [ 'UserCustomerID', 'EID', 'customer_id', 0, 1, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], };

1 0

How to set additional E-Mail headers for outgoing mail
by Nicole Britz 14 Oct '08

14 Oct '08

Hello, our OTRS installation has to communicate with some other company's ticket system (which is not otrs) and we don't want those two systems to play pingpong saying "Thank you for opening a ticket!". For incoming mails it's quite easy to filter, but the other ticket system expects a certain header. Is it possible to add headers like "X-PingPongProtection" for outgoing Mail with OTRS and how? :-) OTRS 2.2.4 is being used here. Greetings Nicole ------------------------------------------- matrix technology AG Consultant Dipl.-Soz. Nicole Britz Nymphenburger Str. 1, D-80335 München Tel: +49 - (0)89 - 589395-32 Fax: +49 - (0)89 - 589395-11 Web: www.matrix.ag E-mail: nicole.britz(a)matrix.ag Vorstände: Franz Kessel und Martin Orlik Aufsichtsratsvorsitzender: Jürgen Kretschmer Amtsgericht München: HRB 133085 ------------------------------------------- E-Mail Disclaimer Der Inhalt dieser E-Mail ist ausschließlich für den bezeichneten Adressaten bestimmt. Wenn Sie nicht der vorgesehene Adressat dieser E-Mail oder dessen Vertreter sein sollten, so beachten Sie bitte, dass jede Form der Kenntnisnahme, Veröffentlichung, Vervielfältigung oder Weitergabe des Inhalts dieser E-Mail unzulässig ist. Wir bitten Sie, sich in diesem Fall mit dem Absender der E-Mail in Verbindung zu setzen. The information contained in this email is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any form of disclosure, reproduction, distribution or any action taken or refrained from in reliance on it, is prohibited and may be unlawful. Please notify the sender immediately.

1 0

otrs and utf8
by Łukasz Bacik 14 Oct '08

14 Oct '08

Hello everyone! My problem is to force otrs to work with utf8 - i can not do that but maybe i just don't understand something and there is a easy solution for me? OS: debian GNU/Linux (etch) (all versions data below are from dpkg - the debian package manager) otrs: 2.0.4p01-18 mysql: 5.0.32-7etch6 perl: 5.8.8-7etch3 I create database manualny (with "character set utf8") and import all data as wrote in README.database (plus i made change in my.cnf adding "default-character-set = utf8" for client and server sections) - the command "show variables like 'character_set_%';" typed in mysql shell shows: +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | utf8 | | character_set_connection | utf8 | | character_set_database | utf8 | | character_set_filesystem | binary | | character_set_results | utf8 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | +--------------------------+----------------------------+ 8 rows in set (0.01 sec) Next i've add "$Self->{'DefaultCharset'} = 'utf-8';" to the /etc/otrs/Kernel/Config.pm (the admin panel: sysconfig::frontend::core (in otrs) shows 'utf-8' as default character set) Now i import some user data from other database to the `customer_user` table (name/surname/email/login) - those data are stored in utf8 and there is no problem with mysql server - import work exelent and table `customer_user` contain data in utf8. But when i try to listed customers in otrs (via 'customers' menu ) i have '?' in place of polish (i'm polish) diacritic characters. When i try to add new customer with some polish diacritic chars in the name i see it properly in otrs but there are /strange/ characters in mysql table (so the otrs did not write it in utf8 i think). i'm using Apache server if it has any meaning and webpage encoding in my browser is ok - it is utf8. Has anyone any suggestion how to see the `customers_user` table data (that are in utf8) in otrs with properly utf8 encoding? regards Lukasz

4 6

Escalation
by Theunis De Klerk 14 Oct '08

14 Oct '08

Hi All, I have just set up escalation, and I can't find any documentation around how escalation works, so I was hoping someone could give me some more information. Firstly, according to the documentation, the only way to reset an escalation time is to create a note with note-type "Note external". What are the differences between note internal and note external? Secondly, when the escalation is activated, the escalated tickets now show on everyone's queue view for the entire system, not just the queues that the tickets exist in, is there a reason for this? Can I change it? Thanks _____ Theunis De Klerk Cell : +27 83 788 7261 Email : <mailto:theunis@pier29.co.za> theunis(a)pier29.co.za Web : <http://www.pier29.co.za/> www.pier29.co.za _____

1 0

FAQ after upgrade
by Wes Plate 14 Oct '08

14 Oct '08

I am searching my archives from this list (I've been subscribed since Jan 2005) and there are several threads about the FAQ, I can tell it can be a source of consternation. I have installed the FAQ module and I have two questions: How do I get my FAQ articles to appear on the FAQ page? I see them listed in the SystemHistory page and in the public Explorer(*) so I know they're in the DB, but I can't access them in the AgentFAQ view. I have checked my group permissions under Admin and I have full permission for both faq and faq_admin. * <http://support.automaticduck.com/otrs/public.pl?Action=PublicFAQ&Subaction= Explorer> How do I add or access categories? When I try to add a new FAQ article I get a warning... " No category accesable. To create an article you need have at lease access to min. one category. Please check your group/category permission under -category menu-!" Where do I do this? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

3 5

No MainObject with AuthSession.pm
by Terrill Yuhas 13 Oct '08

13 Oct '08

Hi, Like the other similar threads, we went from 2.2.7 to 2.3.1 (and now 2.3.3) and are having the MainObject issue regarding the customer.pl frontend. One of the respondents said the 2.3.x LDAP configuration is slightly different but I've been staring and comparing the Defaults.pm and our Config.pm but haven't noticed anything. I copied the LDAP portion from the Defaults.pm and changed the connection settings to match our LDAP as someone mentioned that fixed the error for them but even using that didn't change anything. Even with the MainObject error, OTRS is authenticating and creating a customer session. It even looks like the customeruser portion of the Config.pm is being properly used as the session in Session Management shows the mappings (like UserLastname, UserFirstname). If nothing else works, I'll probably go with swapping the AuthSession.pm file from the 2.2.7 release. I'm just a little leery of mixing files from the different versions. I was hoping someone who changed their LDAP setting in Config.pm might be able to say what is different between 2.2.x and 2.3.x so I can look out for that. Thanks! Terrill

1 0

No valid time format '1223451002'
by Klaus Rörig 13 Oct '08

13 Oct '08

Hi! I get this mail every 5 minutes when I enable the GenericAgent in Crontab. What's going wrong here? There a no tickets in the system. ERROR: OTRS-GenericAgent-10 Perl: 5.10.0 OS: linux Time: Wed Oct 8 09:40:02 2008 Message: No valid time format '1223451002'! Traceback (27765): Module: Kernel::System::Ticket::TicketSearch (v1.343) Line: 4123 Module: Kernel::System::GenericAgent::JobRun (v1.43) Line: 380 Module: /usr/local/otrs//bin/GenericAgent.pl (v1.49) Line: 214 Regards, Klaus Rörig -- ********************************************************************* Regionalverkehr Köln GmbH RVK - Wir bewegen die Region Klaus Rörig Systembetreuung Linux/Windows/Technik/User Helpdesk Theodor-Heuss-Ring 38-40 50668 Köln Fon: +49 221 - 1637- 0 Fax: +49 221 - 1637- 226 E-Mail: <mailto:klaus.roerig@rvk.de> Web: http://www.rvk.de Sitz der Gesellschaft : Köln ; Amtsgericht Köln: HRB 7432 Vorsitzender des Aufsichtsrates: Landrat Günter Rosenke Geschäftsführer: Eugen Puderbach Die in dieser Nachricht enthaltenen Informationen sind vertraulich. Sie sind nur für den Adressaten bestimmt. Bitte benachrichtigen Sie den Absender, falls Sie nicht der beabsichtigte Empfänger sein sollten, und löschen Sie diese Nachricht umgehend aus Ihrem System. Aus Rechts- und Sicherheitsgründen sind die in dieser E-Mail und Ihren Anhängen gegebenen Information nicht rechtsverbindlich. Insbesondere gelten E-Mail oder Anhänge nicht als rechtsverbindliche Willenserklärungen. Vertragsabschlüsse oder einseitige Willenserklärungen erfolgen nur schriftlich. Beachten Sie bitte, dass jede Form der unautorisierten Nutzung, Veröffentlichung, Vervielfältigung oder Weitergabe des Inhaltes dieser E-Mail nicht gestattet ist.

1 0

Adding LastUpdated to search results
by Theunis De Klerk 12 Oct '08

12 Oct '08

Hi All, Could anyone tell me how I could add a column for "Last Updated" to the search results page? Instead of only the "Created Time". I have looked at the .dtl/.pm. But the solution I have involves editing the Ticket.pm etc. to get the change_time from the database. Is there an easier way? _____ Theunis De Klerk Cell : +27 83 788 7261 Email : <mailto:theunis@pier29.co.za> theunis(a)pier29.co.za Web : <http://www.pier29.co.za/> www.pier29.co.za http://www.pier29.co.za/images/logo.gif _____

1 0

Changing State
by Bill Pierini 11 Oct '08

11 Oct '08

Except for express actions (like close) how does one go about changing the state of a ticket? I'd like to implement the "delete" routine found in the archives, but requires changing state to Delete, and I can't find the knob to do so. TIA Bill

1 0

Sysconfig now blank
by Danny Horne 10 Oct '08

10 Oct '08

Hi all, I changed some configuration options under SysConfig (can't remember what, I'm afraid) & now the SysConfig page is blank when clicking on the link under Admin. Anyone any clues how to retrieve the page? Thanks in advance Danny Horne

1 0

first response time and update time missing
by Tabitha Stang 10 Oct '08

10 Oct '08

Hi, We're running OTRS version 2.3.2. We used to see a "first response time" and "update time" in the upper right corner of each ticket in the queue view. But now we it's not there anymore. We just see "Created" and then the total age above it. We must have changed something, but I looked all through the sysconfig and didn't find anything about turning off (or on!) the "first response" / "update time". Could someone please tell me where the setting is or what I'm doing wrong? Probably it's something simple, but I can't find it! Thank you and have a nice weekend. Tabitha

1 0

message loops
by Charles Sprickman 10 Oct '08

10 Oct '08

Hello all, I'm trying to track down a problem with OTRS. It worked with no real issues before upgrading to 2.2.5. Currently www.otrs.org is down, so I'm not sure if I'm still current or not. In short, the problem I'm seeing is that OTRS keeps putting it's own queue address in the cc: field when composing a reply to a ticket. If I manually remove that address, all is well, but if I (or another staffer) forgets, then it starts sending itself reminders and the like, which can even re-open a closed ticket. I have OTRS fetching all queues from a single POP mailbox and sorting based on the "To:" line ("Postmaster Filters"). On the mailserver, I have admin(a)blah.com forworading to otrs(a)blah.com, which is the POP account OTRS checks. This worked previously... Any ideas how to fix this? I assume there must be some new setting that I missed, but after digging around for quite some time, I'm not seeing it. Thanks, Charles ___ Charles Sprickman NetEng/SysAdmin Bway.net - New York's Best Internet - www.bway.net spork(a)bway.net - 212.655.9344

5 5

Status view as default view
by Alejandra Piedra 09 Oct '08

09 Oct '08

Hi all! I would like to know if there's a chance to make the status view as the default view. So that when the agent logs on the first screen he sees is the status view. Thanks and regards Maria Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 216-0222. Ext 0628 Alejandra.Piedra(a)iica.int<mailto:Alejandra.Piedra@iica.int>

1 0

Send admin notification via gmail account
by Rommel Albuja 09 Oct '08

09 Oct '08

Hi, I want to know if it's possible sending admin notification via gmail to another account. I have setting many posibilities but anyone works, because I receive always same response. ************************************************************************************************************* Traceback: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 8 21:03:11 2008 Message: Can't connect to *gmail-smtp-msa.l.google.com*: *Bad file descriptor!* Traceback (2092): Module: Kernel::System::Email::SMTP::Send (v1.21) Line: 79 Module: Kernel::System::Email::Send (v1.44) Line: 553 Module: Kernel::Modules::AdminEmail::Run (v1.29) Line: 111 Module: Kernel::System::Web::InterfaceAgent::Run (v1.33) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 203 Module: ModPerl::RegistryCooker::run (v1.87) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 My configuration is: # SendmailModule $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'gmail-smtp-msa.l.google.com'; or $Self->{'SendmailModule::Host'} = 'smtp.gmail.com'; $Self->{'SendmailModule::Port'} = '465'; $Self->{'SendmailModule::AuthUser'} = 'user.name'; $Self->{'SendmailModule::AuthPassword'} = 'userpassword'; Double quotes and simple quotes seems to be no difference for setting up. Yesterday I was trying to connect with EVOLUTION app to my gmail account and it works. I suppose configuration with OTRS has same logical function but I am wrong. My environment is Windows Vista Home, I no have another mail server such as gmail. Help me please!!! Thanks for your response Regards Rommel R. Albuja B.

3 2

"My Queues" "New message" "Locket Tickets" question
by Serge Pluess 09 Oct '08

09 Oct '08

Hi this has somehow been slowly driving me nuts and I searched through many google searches, mailing lists, etc. but so far have not come up with an answer or solution to a possible issue. Now, it's very possible that I don't fully understand the concept of the "My queues" and if that is the case I apologize in advance. I have setup a default otrs installation and created one agentuser login and a new queue. I have an email account "help" that I have setup so that the tickets go directly to the new queue (called helpdesk). I also have have assigned that queue to the new agentuser and have assigned the notifications and auto-responses. So far so good. Now if a user sends an email to that help address the agent gets an email notification. He logs in and has a new entry under "My Queues (1)". Now if the agent clicks on the Compose Answer (email) -> empty answer link and sends an answer the ticket disappears from his "My queues (0). At this time the "Locked Tickets" link in the upper right shows "(1)". When the user sends a follow up, the agent is getting a notification saying that there was a followup in his email. If he logs into otrs the "My Queues (0)" is still empty, the "Locked Tickets (1) is still showing "(1)" and the link next to it for "New message (1)" shows "(1)" Also above the "My Queues (0)" link he will see "Tickets shown: 0 - Page: - Tickets available: 0 - All tickets: 1" Yet, the queue showing in each of those messages always correctly shows "helpdesk". Also rechecked the agents preferences and that "helpdesk" queue is highlighted under the My Queues section. So is this operating properly or am I just slowly going nutso? I would have thought that the tickets would show up under "My Queues" if they belonged to a queue that I am assigned to and until the ticket is closed. At the moment only a brand new ticket shows up under My Queues and as soon as they are answered, locked or follow ups or etc. that page is completely empty, which makes it quite harder to get an overview of what is going on. Thanks in advance for any information that might help either clarify this possibly correct behavior or resolve whatever configuration issue I might have missed or done wrong. Cheers Serge

2 1

email all agent notes on close
by eric santelices 09 Oct '08

09 Oct '08

I am looking for a way to email the entire ticket status to the owner upon close. I googed quite a bit and could not find a solution. E.

1 0

update time is over warming
by Mayk Backus 09 Oct '08

09 Oct '08

Hi all, i'm doing my first install with otrs , and run into the following. I've made a test ticket, and did some tests with excalation. Now i neatly got those warnings that a ticket was overdue, but the ticket received a respons, and the warning didn't go away. The ticket is even closed now, and still i get : Ticket 2008100810000022: update time is over (-66 hours 14 minutes / 10/08/2008 17:11)! I then set the escalation times and stuff for that queue to 0 , moved the ticket, merged the ticket, nothing helps. any pointers on this ? thanx in advance, regards, Mayk

1 0

Customer account creation
by Jean-Luc Biord 09 Oct '08

09 Oct '08

Hi all, How to send a automatic email to a new customer containing his login/password when his account is created by an agent. Thanks

1 0

Subject wrapping problem - OTRS 2.2.8
by Patric 09 Oct '08

09 Oct '08

Hi all, I have recently upgraded to OTRS 2.2.8 and have noticed that the subject field gets wrapped at 75 characters. One of my mail clients cannot handle the newline and drops the rest of the subject. Using Thunderbird I am able to see the entire subject, and if i view the message source, I see that the message wraps at the closest space in words around character 75. I have tested this by creating a ticket with subject "1 2 3 4 5 6 7 8 9 0 1 2 3 4 5 6 7 8 9 0 ..." and confirmed that the subject wraps at 75 characters. Is this a config setting that can be changed, or is it hard coded? I cannot find anything specific to the subject. Any help much appreciated. Patric

1 0

How to move a person
by Dimitrius Weddington 08 Oct '08

08 Oct '08

Hi All, We're currently running 2.2.4 w/ LDAP working. I have an interesting problem. I have a person who logged into the system using the customer interface initially. They are actually an agent. No matter what I try in the Users/Groups menus I can't move the person to an agent instead of a customer. Any ideas? Thx! Dimitrius Weddington The largest room in the world is the room for improvement.- Anonymous

1 0

question about configuration
by aida.garcia＠telvent.com 08 Oct '08

08 Oct '08

Hello, I have a question about OTRS configuration. We would like to choose between three types of ticket when we click on "Phone-ticket" or "Email-ticket" button. These tickets will have differents fields depending of the type of incident. Can we configure this throught the web interface? Thanks in advance. Best regards

2 2

Re: [otrs] Run migration script as OTRS user, can't su otrs
by Wes Plate 08 Oct '08

08 Oct '08

On 10/7/08 12:46 AM, "Nils Breunese (Lemonbit)" wrote: > You can use the -s switch to su to specify a (one time) shell. No need > to modify any files: > > # su -s /bin/bash - <user-that-normally-cannot-login> Great advice, thank you. When I run the migration script this way I get many warnings: Charset encode 'utf-8' -=> 'iso-8859-1' () not supported! Charset encode 'utf-8' -=> 'iso-8859-1' () not supported! Charset encode 'utf-8' -=> 'iso-8859-1' () not supported! . . . Is this benign? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

apt-get keeps nagging about otrs
by Yuri 08 Oct '08

08 Oct '08

Hi Guys/Girls, I finally have a running OTRS on my Ubuntu 8.04 Hardy Server (I'm happy to share this with other users btw. I read lots of messages of people struggling to get OTRS running on Ubuntu 8.04, it's real easy if you follow my steps). Anyway, one issue I am unable to solve, is this OTRS install script that seems quite buggy. The OTRS installer ends with this message: Creating config file /etc/apache2/conf.d/otrs2 with new version This module does not exist! dpkg: error processing otrs2 (--configure): subprocess post-installation script returned error exit status 1 Errors were encountered while processing: otrs2 E: Sub-process /usr/bin/dpkg returned an error code (1) No problem, OTRS runs after I set my permissions right and kick apache2 daemon, BUT, whenever I use 'apt-get' now, it ends with a reconfigure of otrs, because it ended with an error code during initial installation. I did an "apt-get clean && apt-get autoclean" but still same issue after that. I wanted to install nmap, so: $ apt-get install nmap (last lines output) Unpacking nmap (from .../archives/nmap_4.53-3_amd64.deb) ... Setting up otrs2 (2.2.4-1) ... dpkg: error processing otrs2 (--configure): subprocess post-installation script returned error exit status 10 Setting up nmap (4.53-3) ... Errors were encountered while processing: otrs2 E: Sub-process /usr/bin/dpkg returned an error code (1) How can I solve the issue, that whenever I use apt-get, it wants to (re)install otrs again and takes me into otrs setup screen? Thanks! Yuri. -- It can only be attributed to human error.

2 1

Can you change the names in OTRS?
by Christopher French 08 Oct '08

08 Oct '08

I have looked around the manual's for quite awhile and discovered a lot of things about OTRS but a co-worker has the request of changing "Zoom" to "Full-view" and since this system works like it can be fully adjusted I figured I could do this for him. Anyone have any suggestions for a place to start looking or know how to do this? Thanks, any help would be appreciated. Christopher French Support Analyst ........................................................................ ........................................................................ ............... iConstituent LLC * 600 Pennsylvania Ave. SE * Suite 340 * Washington, DC 20003 www.iconstituent.com CONFIDENTIALITY This e-mail and any attachments are confidential and may contain proprietary information. Any unauthorized review, use or distribution is prohibited. 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. Thank you.

4 3

Using Ticket Last Updated Time Instead of Age Solution
by Isaac Dawson 08 Oct '08

08 Oct '08

I've been playing with getting the system to work around the ticket last updated time (change_time) instead of Age. Basically because it makes sense for our purposes to do so. I've searched this list a lot in the past week or so and I've seen people with much the same question, but without any real answers. I'm attaching (and I hope it comes through) a text file with the location and changes needed in the various files to center the system around the last updated time. I've broken it down piecemeal, so you can use what you like. Changes include: Printing Last Update Time On The Agent Ticket Queue View Sort Agent Ticket Queue View By Last Updated Time Updating Last Updated Time When A Note Is Added To A Ticket Updating Last Updated Time When A Phone Reply Is Added To A Ticket Display Accounted Time Units On Customer Screen Printing Last Update Time On The Customer Ticket Zoom Printing Last Update Time On The Customer Screen Show Latest Update (regardless of who its by) on Agent Ticket Queue View I really like this system and this list has been a great source of information for me, so I hope this will help someone! -- Isaac Dawson ---------------------------------------------------------------------------------------------------- ::Printing Last Update Time On The Agent Ticket Queue View:: ---------------------------------------------------------------------------------------------------- ---------- Locate: ---------- Kernel\Output\HTML\Standard\AgentTicketQueueTicketView.dtl ---------- Look for: ---------- $Env{"Box0"}$Text{"Age"}: $Data{"Age"}$Env{"Box1"} ---------- Change to: ---------- $Env{"Box0"}$Text{"LastUpdated"}: $Data{"LastUpdated"}$Env{"Box1"} ---------- Look for: ---------- <tr> <td class="mainkey">$Text{"Created"}:</td> <td class="mainvalue"> $TimeLong{"$Data{"AgeCreated"}"}</td> </tr> ---------- Change to: ---------- <tr> <td class="mainkey">$Text{"Age"}:</td> <td class="mainvalue"> $Data{"Age"} </td> <td> </td> <td class="mainkey">$Text{"Created"}:</td> <td class="mainvalue"> $TimeLong{"$Data{"AgeCreated"}"}</td> </tr> ---------- Locate: ---------- Kernel\Output\HTML\Standard\AgentTicketZoom.dtl ---------- Look for: ---------- <td align="right" width="30%" class="mainhead"> $Env{"Box0"}$Text{"Age"}: $Data{"Age"}$Env{"Box1"} </td> ---------- Change to: ---------- <td align="right" width="30%" class="mainhead"> $Env{"Box0"}$Text{"Updated"}: $TimeLong{"$Data{"LastUpdated"}"}$Env{"Box1"} </td> ---------- Look for: ---------- <td align="right" width="30%" class="menu"> <table border="0" cellspacing="0" cellpadding="0"> <tr> <td class="mainkey">$Text{"Created"}:</td> <td class="mainvalue"> $TimeLong{"$Data{"Created"}"}</td> </tr> </table> </td> ---------- Change to: ---------- <td align="right" width="30%" class="menu"> <table border="0" cellspacing="0" cellpadding="0"> <tr> <td class="mainkey">$Text{"Age"}:</td> <td class="mainvalue"> $Data{"Age"} </td> <td> </td> <td class="mainkey">$Text{"Created"}:</td> <td class="mainvalue"> $TimeLong{"$Data{"Created"}"}</td> </tr> </table> </td> ---------- Locate: ---------- Kernel\System\Ticket\Article.pm ---------- Look for: ---------- . ' st.escalation_solution_time, st.escalation_time ' ---------- Change to: ---------- . ' st.escalation_solution_time, st.escalation_time, st.change_time ' ---------- Look for: ---------- $Data{SLAID} = $Row[75]; $Ticket{SLAID} = $Row[75]; ---------- Change to: ---------- $Data{SLAID} = $Row[75]; $Ticket{SLAID} = $Row[75]; $Data{LastUpdated} = $Row[79]; $Ticket{LastUpdated} = $Data{LastUpdated}; $Data{AgeCreated} = $Self->{TimeObject}->SystemTime2TimeStamp( SystemTime => $Row[8] ); $Ticket{AgeCreated} = $Data{AgeCreated}; ---------- Locate: ---------- Kernel\System\Ticket.pm ---------- Look for: ---------- $Ticket{TicketFreeTime6} = defined( $Row[53] ) ? $Row[53] : ''; ---------- Change to: ---------- $Ticket{TicketFreeTime6} = defined( $Row[53] ) ? $Row[53] : ''; $Ticket{LastUpdated} = $Row[54]; $Ticket{AgeCreated} = $Self->{TimeObject}->SystemTime2TimeStamp( SystemTime => $Row[7] ); ---------------------------------------------------------------------------------------------------- ::Sort Agent Ticket Queue View By Last Updated Time:: ---------------------------------------------------------------------------------------------------- ---------- Locate: ---------- Kernel\Modules\AgentTicketQueue.pm ---------- Look for: ---------- TicketFreeText16 => 'st.freetext16' ---------- Change to: ---------- TicketFreeText16 => 'st.freetext16', LastUpdated => 'st.change_time' ---------- Locate: ---------- Kernel\Config\Files\Ticket.xml ---------- Look for: ---------- <SubGroup>Frontend::Agent::Ticket::ViewQueue</SubGroup> <Setting> <Option SelectedID="Age"> <Item Key="Age">Age</Item> ---------- Change to: ---------- <SubGroup>Frontend::Agent::Ticket::ViewQueue</SubGroup> <Setting> <Option SelectedID="Age"> <Item Key="Age">Age</Item> <Item Key="LastUpdated">LastUpdated</Item> ---------- Note! ---------- Then select the LastUpdated option in the web interface. Its under Admin->SysConfig->Ticket->Frontend::Agent::Ticket::ViewQueue-> Ticket::Frontend::AgentTicketQueue###SortBy::Default: ---------------------------------------------------------------------------------------------------- ::Updating Last Updated Time When A Note Is Added To A Ticket:: ---------------------------------------------------------------------------------------------------- ---------- Locate: ---------- Kernel\Modules\AgentTicketNote.pm ---------- Look for: ---------- # redirect to last screen overview on closed tickets if ( $StateData{TypeName} =~ /^close/i ) { return $Self->{LayoutObject}->Redirect( OP => $Self->{LastScreenOverview} ); } ---------- Change to: ---------- # redirect to last screen overview on closed tickets if ( $StateData{TypeName} =~ /^close/i ) { return $Self->{LayoutObject}->Redirect( OP => $Self->{LastScreenOverview} ); } $Self->{TicketObject}->TicketUpdateTimeSet( UserID => $Self->{UserID}, TicketID => $Self->{TicketID}, %GetParam, ); ---------- Locate: ---------- Kernel\System\Ticket.pm ---------- Look for: ---------- =item TicketAclActionData() return the current ACL action data hash after TicketAcl() my %AclAction = $TicketObject->TicketAclActionData(); =cut sub TicketAclActionData { my ( $Self, %Param ) = @_; if ( $Self->{TicketAclActionData} ) { return %{ $Self->{TicketAclActionData} }; } else { return %{ $Self->{ConfigObject}->Get('TicketACL::Default::Action') }; } } ---------- Change to: ---------- =item TicketAclActionData() return the current ACL action data hash after TicketAcl() my %AclAction = $TicketObject->TicketAclActionData(); =cut sub TicketAclActionData { my ( $Self, %Param ) = @_; if ( $Self->{TicketAclActionData} ) { return %{ $Self->{TicketAclActionData} }; } else { return %{ $Self->{ConfigObject}->Get('TicketACL::Default::Action') }; } } =item TicketUpdateTimeSet() set ticket update time $TicketObject->TicketUpdateTimeSet( Year => 2003, Month => 08, Day => 14, Hour => 22, Minute => 05, TicketID => 123, UserID => 23, ); or use a time stamp $TicketObject->TicketUpdateTimeSet( String => '2003-08-14 22:05:00', TicketID => 123, UserID => 23, ); =cut sub TicketUpdateTimeSet { my ( $Self, %Param ) = @_; my $Time; # check needed stuff if ( !$Param{String} ) { for (qw(Year Month Day Hour Minute TicketID UserID)) { if ( !defined $Param{$_} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" ); return; } } } # get system time from string/params if ( $Param{String} ) { $Time = $Self->{TimeObject}->TimeStamp2SystemTime( String => $Param{String}, ); ( $Param{Sec}, $Param{Minute}, $Param{Hour}, $Param{Day}, $Param{Month}, $Param{Year} ) = $Self->{TimeObject}->SystemTime2Date( SystemTime => $Time, ); } else { $Time = $Self->{TimeObject}->TimeStamp2SystemTime( String => "$Param{Year}-$Param{Month}-$Param{Day} $Param{Hour}:$Param{Minute}:00", ); } # return if no convert is possible if ( !$Time ) { return; } # db update return if !$Self->{DBObject}->Do( SQL => 'UPDATE ticket SET ' . ' change_time = current_timestamp, change_by = ? WHERE id = ?', Bind => [ \$Param{UserID}, \$Param{TicketID} ], ); # clear ticket cache delete $Self->{ 'Cache::GetTicket' . $Param{TicketID} }; # ticket event $Self->TicketEventHandlerPost( Event => 'TicketUpdateTimeUpdate', UserID => $Param{UserID}, TicketID => $Param{TicketID}, ); return 1; } ---------- Look for: ---------- =item TicketEventHandlerPost() call ticket event post handler, returns true if it's executed successfully $TicketObject->TicketEventHandlerPost( TicketID => 123, Event => 'TicketStateUpdate', UserID => 123, ); events available: TicketCreate, TicketDelete, TicketTitleUpdate, TicketUnlockTimeoutUpdate, TicketQueueUpdate, TicketTypeUpdate, TicketServiceUpdate, TicketSLAUpdate, TicketCustomerUpdate, TicketFreeTextUpdate, TicketFreeTimeUpdate, TicketPendingTimeUpdate, TicketLockUpdate, TicketStateUpdate, TicketOwnerUpdate, TicketResponsibleUpdate, TicketPriorityUpdate, HistoryAdd, HistoryDelete, TicketAccountTime, TicketMerge, ArticleCreate, ArticleFreeTextUpdate, ArticleUpdate, ArticleSend, ArticleBounce, ArticleAgentNotification, ArticleCustomerNotification, ArticleAutoResponse, ArticleFlagSet, ArticleFlagDelete; ---------- Change to: ---------- =item TicketEventHandlerPost() call ticket event post handler, returns true if it's executed successfully $TicketObject->TicketEventHandlerPost( TicketID => 123, Event => 'TicketStateUpdate', UserID => 123, ); events available: TicketCreate, TicketDelete, TicketTitleUpdate, TicketUnlockTimeoutUpdate, TicketQueueUpdate, TicketTypeUpdate, TicketServiceUpdate, TicketSLAUpdate, TicketCustomerUpdate, TicketFreeTextUpdate, TicketFreeTimeUpdate, TicketPendingTimeUpdate, TicketLockUpdate, TicketStateUpdate, TicketOwnerUpdate, TicketResponsibleUpdate, TicketPriorityUpdate, HistoryAdd, HistoryDelete, TicketAccountTime, TicketMerge, ArticleCreate, ArticleFreeTextUpdate, ArticleUpdate, ArticleSend, ArticleBounce, ArticleAgentNotification, ArticleCustomerNotification, ArticleAutoResponse, ArticleFlagSet, ArticleFlagDelete, TicketUpdateTimeUpdate; ---------- Look for: ---------- elsif ( $Param{Event} eq 'ArticleAutoResponse' ) { $Param{Event} = 'SendAutoResponse'; } else { return 1; } ---------- Change to: ---------- elsif ( $Param{Event} eq 'ArticleAutoResponse' ) { $Param{Event} = 'SendAutoResponse'; } elsif ( $Param{Event} eq 'TicketUpdateTimeUpdate' ) { $Param{Event} = 'TicketUpdateTimeSet'; } else { return 1; } ---------------------------------------------------------------------------------------------------- ::Updating Last Updated Time When A Phone Reply Is Added To A Ticket:: ---------------------------------------------------------------------------------------------------- ---------- Locate: ---------- Kernel\Modules\AgentTicketPhoneOutbound.pm ---------- Look for: ---------- # should i set an unlock? yes if the ticket is closed ---------- Change to: ---------- # set last updated time $Self->{TicketObject}->TicketUpdateTimeSet( UserID => $Self->{UserID}, TicketID => $Self->{TicketID}, %GetParam, ); # should i set an unlock? yes if the ticket is closed ---------------------------------------------------------------------------------------------------- ::Display Accounted Time Units On Customer Screen:: ---------------------------------------------------------------------------------------------------- ---------- Locate: ---------- Kernel\Modules\CustomerTicketOverview.pm ---------- Look for: ---------- # condense down the subject ---------- Change to: ---------- my $WorkTime = $Self->{TicketObject}->TicketAccountedTimeGet(TicketID => $Param{TicketID}); # condense down the subject ---------- Look for: ---------- # add block $Self->{LayoutObject}->Block( Name => 'Record', Data => { %Article, Subject => $Subject, %Param, ---------- Change to: ---------- # add block $Self->{LayoutObject}->Block( Name => 'Record', Data => { %Article, Subject => $Subject, WorkTime => $WorkTime, %Param, ---------- Locate: ---------- Kernel\Output\HTML\Standard\CustomerStatusView.dtl ---------- Look for: ---------- <th width="10%">$Text{"Owner"}<br/> <a href="$Env{"Baselink"}Action=$Env{"Action"}&SortBy=Owner&Order=Up&Limit=$Data{"Limit"}&ShowClosedTickets=$Data{"ShowClosed"}&Type=$Data{"Type"}" onmouseover="window.status='$JSText{"sort upward"}'; return true;" onmouseout="window.status='';"><img border="0" src="$Env{"Images"}up-small.png" alt="$Text{"up"}"></a> / <a href="$Env{"Baselink"}Action=$Env{"Action"}&SortBy=Owner&Order=Down&Limit=$Data{"Limit"}&ShowClosedTickets=$Data{"ShowClosed"}&Type=$Data{"Type"}" onmouseover="window.status='$JSText{"sort downward"}'; return true;" onmouseout="window.status='';"><img border="0" src="$Env{"Images"}down-small.png" alt="$Text{"down"}"></a> </th> ---------- Change to: ---------- <th width="5%">$Text{"Owner"}<br/> <a href="$Env{"Baselink"}Action=$Env{"Action"}&SortBy=Owner&Order=Up&Limit=$Data{"Limit"}&ShowClosedTickets=$Data{"ShowClosed"}&Type=$Data{"Type"}" onmouseover="window.status='$JSText{"sort upward"}'; return true;" onmouseout="window.status='';"><img border="0" src="$Env{"Images"}up-small.png" alt="$Text{"up"}"></a> / <a href="$Env{"Baselink"}Action=$Env{"Action"}&SortBy=Owner&Order=Down&Limit=$Data{"Limit"}&ShowClosedTickets=$Data{"ShowClosed"}&Type=$Data{"Type"}" onmouseover="window.status='$JSText{"sort downward"}'; return true;" onmouseout="window.status='';"><img border="0" src="$Env{"Images"}down-small.png" alt="$Text{"down"}"></a> </th> <th width="5%">$Text{"Time"}</th> ---------- Look for: ---------- <td class="$Env{"Color"}"><div title="$Quote{"$Data{"Owner"}"}">$Quote{"$Data{"Owner"}","18"}</div></td> ---------- Change to: ---------- <td class="$Env{"Color"}"><div title="$Quote{"$Data{"Owner"}"}">$Quote{"$Data{"Owner"}","18"}</div></td> <td class="$Env{"Color"}">$QData{"WorkTime"}</td> ---------------------------------------------------------------------------------------------------- ::Printing Last Update Time On The Customer Ticket Zoom:: ---------------------------------------------------------------------------------------------------- ---------- Locate: ---------- Kernel\Output\HTML\Standard\CustomerTicketZoom.dtl ---------- Look for: ---------- <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td width="50%" class="mainhead"> $Env{"Box0"}$Text{"Zoom"} $Config{"Ticket::Hook"}: $Data{"TicketNumber"}$Env{"Box1"} </td> <td align="right" width="50%" class="mainhead"> $Env{"Box0"}$Text{"Age"}: $Data{"Age"}$Env{"Box1"} </td> </tr> </table> <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td width="70%" class="menu"> <a href="$Env{"Baselink"}Action=CustomerTicketPrint&TicketID=$QData{"TicketID"}" onmouseover="window.status='$JSText{"Print Ticket"}'; return true;" onmouseout="window.status='';" target="_blank">$Text{"Print"}</a> </td> <td align="right" width="30%" class="menu"> <b>$Text{"Created"}:</b> $TimeLong{"$Data{"Created"}"} </td> </tr> </table> ---------- Change to: ---------- <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td width="50%" class="mainhead"> $Env{"Box0"}$Text{"Zoom"} $Config{"Ticket::Hook"}: $Data{"TicketNumber"}$Env{"Box1"} </td> <td align="right" width="50%" class="mainhead"> $Env{"Box0"}$Text{"Updated"}: $TimeLong{"$Data{"LastUpdated"}"}$Env{"Box1"} </td> </tr> </table> <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td width="60%" class="menu"> <a href="$Env{"Baselink"}Action=CustomerTicketPrint&TicketID=$QData{"TicketID"}" onmouseover="window.status='$JSText{"Print Ticket"}'; return true;" onmouseout="window.status='';" target="_blank">$Text{"Print"}</a> </td> <td align="right" width="40%" class="menu"> <b>$Text{"Age"}:</b> $Data{"Age"} <b>$Text{"Created"}:</b> $TimeLong{"$Data{"Created"}"} </td> </tr> </table> ---------------------------------------------------------------------------------------------------- ::Printing Last Update Time On The Customer Screen:: ---------------------------------------------------------------------------------------------------- ---------- Locate: ---------- Kernel\Output\HTML\Standard\CustomerStatusView.dtl ---------- Look for: ---------- <th width="20%">$Text{"Age"}<br/> ---------- Change to: ---------- <th width="20%">$Text{"Updated"}<br/> ---------- Look for: ---------- <td class="$Env{"Color"}">$QData{"Age","20"}</td> ---------- Change to: ---------- <td class="$Env{"Color"}">$TimeLong{"$QData{"LastUpdated","20"}"}</td> ---------------------------------------------------------------------------------------------------- ::Show Latest Update (regardless of who its by) on Agent Ticket Queue View:: ---------------------------------------------------------------------------------------------------- ---------- Locate: ---------- Kernel\System\Ticket\Article.pm ---------- Look for: ---------- # check if latest article is sent to customer elsif ( $Param{SenderType} eq 'agent' && $Param{ArticleType} =~ /email-ext|phone|fax|sms|note-ext/ ---------- Change to: ---------- # check if latest article is sent to customer elsif ( $Param{SenderType} eq 'agent' # && $Param{ArticleType} =~ /email-ext|phone|fax|sms|note-ext/ #NOTE: I don't remember why this needed to be removed, but it works this way ---------- Look for: ---------- # return ArticleID return $ArticleID; } # just for internal use ---------- Change to: ---------- $Self->{DBObject}->Do( SQL => 'UPDATE ticket SET change_time = current_timestamp WHERE id = ?', Bind => [ \$Param{TicketID} ], ); # return ArticleID return $ArticleID; } # just for internal use ---------- Look for: ---------- # if we got no internal article, return the latest one return $Self->ArticleGet( ArticleID => $Index[-1] ); } ---------- Change to: ---------- # if we got no internal article, return the latest one return $Self->ArticleGet( ArticleID => $Index[-1] ); } =item ArticleLastArticle() get last customer article my %Article = $TicketObject->ArticleLastArticle( TicketID => 123, ); =cut sub ArticleLastArticle { my ( $Self, %Param ) = @_; # check needed stuff if ( !$Param{TicketID} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Need TicketID!" ); return; } # get article index my @Index = $Self->ArticleIndex( TicketID => $Param{TicketID} ); # get article data return $Self->ArticleGet( ArticleID => $Index[-1] ) if @Index; @Index = $Self->ArticleIndex( TicketID => $Param{TicketID} ); if ( !@Index ) { $Self->{LogObject}->Log( Priority => 'error', Message => "No article found for TicketID $Param{TicketID}!", ); return; } # return latest non internal article return $Self->ArticleGet( ArticleID => $Index[-1] ); } ---------- Locate: ---------- Kernel\Modules\AgentTicketQueue.pm ---------- Look for: ---------- # get last article my %Article = $Self->{TicketObject}->ArticleLastCustomerArticle( TicketID => $TicketID ); ---------- Change to: ---------- # get last article my %Article = $Self->{TicketObject}->ArticleLastArticle( TicketID => $TicketID );

2 1

Error message - "Got no DBObject"
by Juliano Godoi - Fonet Brasil 07 Oct '08

07 Oct '08

3 3

Customer Company option in 2.2.8
by Patric 07 Oct '08

07 Oct '08

Hi all, Just upgraded to OTRS 2.2.8 and noticed the "Customer Company" section in the admin area, but I do not find any mention of it in the documentation. Where would I be able to find more info about this section, what its for and how it works? Many thanks, Patric

1 0

Full Message View...
by LQ Marshall 07 Oct '08

07 Oct '08

Did the full message view get removed? There used to be a link to where you could view the entire email message with headers, etc. Has this been removed or is the link moved somewhere else? tia, LQ

2 1

add note notification
by Jamie Spence 07 Oct '08

07 Oct '08

OTRS Experts! Can someone please tell me how I can get the addnote notifications firing. Ie. Tell all agents when a note has been added. Thanks a bunch, Jamie ____________________________________________________________________________ ___ Jameson E. Spence Head of Delivery / mChek / ++91 98 45611185 / jamie(a)mchek.com The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful.If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. Mchek India Payment Systems Pvt. Ltd is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.

1 0

Run migration script as OTRS user, can't su otrs
by Wes Plate 07 Oct '08

07 Oct '08

I'm making some progress I think in my tests to get OTRS 2.3.2 going, right now I'm testing how I'll get my DB moved forward. The instructions for UPGRADING the database from 2.2 to 2.3 say to "Run the migration script (as OTRS user, _not_ as root)" however I can't get "su otrs" to work, I remain logged in as myself. And if I try to ssh in as otrs in a new shell the connection is immediately closed. Can anyone suggest what I need to do? Thank you. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

3 3

Secure Mode
by LQ Marshall 07 Oct '08

07 Oct '08

I seem to recall that someone was trying to get their system to function on https rather than http. As I recall they were looking at secure mode, it doesn't control that. The correct reference is HttpType See... http://doc.otrs.org/2.3/en/html/a2710.html#Framework:Frontend::Public::Modul eRegistration ... For details. lq

1 0

OTRS reports
by Emy Afalava 06 Oct '08

06 Oct '08

Hi, We are running OTRS 2.1.2. I wanted to generate some reports from OTRS on a daily and weekly basis. I've looked around in OTRS and don't see any options to generate a specific reports. Any help is appreciated. Emy F. Afalava Blue Sky Communications Phone Number: +1.684.699.2759 ext. 1026 Mobile Number: +1.684.258.1026 E-Mail: eafalava(a)bluesky.as

1 0

myqueue notifications not happening
by Matthew F Hymowitz 06 Oct '08

06 Oct '08

When a new ticket is created the agents who have a queue set in myqueues and have notification turned on via their preference are not receiving an email. The end customer is getting an email and the owner of the ticket is getting a new ticket owner notification. No errors are beining reported in the logs. Not sure what is up. We are configured for SMTP notification and that seems to work ok for the owner change and the custoer notification. Config.PM file is below. Any thoughts would be greatly appreciaed. We are running otrs 2.3.2. # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2008 OTRS AG, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.20 2008/03/07 16:50:44 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl-2.0.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = 'localhost'; # Database # (The database name.) $Self->{Database} = 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = '**********'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = '01'; #$Self->('SecureMode') = 0; #$Self->('Organization'} = 'Arizona Association of Realitors'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'FQDN'} = 'otrs.aaronline.com'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = 'trouble(a)aaronline.com'; $Self->{'DefaultCharset'} = 'utf-8'; $Self->{CustomerUser2} = { Name =>'TM', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN =>'dbi:ODBC:SQL', User => 'sqlpublic', Password => 'sqlpublic', Table =>'dbo.otrs', Type => 'mssql', }, CustomerKey => 'NRDS_ID', CustomerID => 'NRDS_ID', CustomerUserListFields => ['E_MAIL_ADDRESS'], CustomerUserSearchFields => ['NRDS_ID','Last_Name','First_Name'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerPostMasterSearchFiles => ['E_MAIL_ADDRES'], CustomerUserNameFields => ['E_MAIL_ADDRESS'], CustomerUserEmailUniqCheck => 0, CustomerUserExcludePrimaryCustomerID => 0, AdminSetPreferences => 1, ReadOnly => 1, Map => [ # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'FIRST_NAME', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LAST_NAME', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'E_MAIL_ADDRESS', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'E_MAIL_ADDRESS', 0, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, # 'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Da ta{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'NRDS_ID', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'NRDS_ID', 1, 0, 'var', '', 0 ], ], Selections => { UserSalutation => { 'Mr. ' => 'Mr.', 'Mrs.' => 'Mrs.', 'Ms.' => 'Ms.', 'Dr.' => 'Dr.', }, }, }; $Self->{CustomerUser1} = { Name => 'LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '192.168.1.3', # ldap base dn BaseDN => 'DC=aaronline, DC=com', # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => '*', UserPw => '*', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 3268, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'mail', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', '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 ], ], }; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.1.3'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=aaronline,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModuel::LDAP::AccessAttr'} = 'memberUID'; $Self->{'AuthModule::LDAP::UserAttr'} = 'sAmAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = '*'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '**********'; $Self->{UserSyncLDAPMap} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{DatabaseUserTable} = 'users'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUSerPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; $Self->{"SendmailModule"} = "Kernel::System::Email::SMTP"; $Self->{"SendmailModule::Host"} = "ex07"; $Self->{"SendmailModule::AuthUser"} = "otrs"; $Self->{"SendmailModule::AuthPassword"} = "**********"; # $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; # $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -t -i -f '; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.20 $)[1]; # -----------------------------------------------------# 1;

2 1

Service <-> Type association?
by Egor Tsilenko 06 Oct '08

06 Oct '08

Hi everyone! I've found that in my installation of OTRS (2.3.2 with ITSM packages) it is very difficult to choose the service from the drop down menu because there are too many services in our company (100) Is it possible to filter service drop down menu by type drop down menu? So I explain exactly what I need: If I'll choose type1 - there are Service1, Service2, Service3 in drop down menu for example. If I'll choose type2 - Service4, Service5 and Service. -- So is it possible to create such link between Service and Type?

1 0

Themes and QueueView
by Dr Damian Williams 05 Oct '08

05 Oct '08

Sorry - some other basic questions Are there other themes available? Either free or to be paid for. It would be nice to have something that looked a bit like Peregrine. How easy is it to develop themes? What is QueueView? I have looked at it in the demo but I cannot see it what difference it makes. There are standard and lite options but can't seem to change them or see what it does. Are there other views? I searched the FAQ but couldn't find any reference Thanks Damian _____ avast! Antivirus <http://www.avast.com> : Outbound message clean. Virus Database (VPS): 081004-0, 04/10/2008 Tested on: 05/10/2008 22:40:21 avast! - copyright (c) 1988-2008 ALWIL Software.

1 0

No such package FAQ-1.4.4! After installing FAQ module
by Wes Plate 05 Oct '08

05 Oct '08

I got OTRS 2.3.2 up and running under SuSE 10.3, I have heard SuSE mentioned so many times on this list over the years I thought I should give it a go. I installed the FAQ package via the Package Manager, however after assigning my user to the faq and faq_admin groups no FAQ icon appeared at the top of the page. I checked the System Log and it says... No such package FAQ-1.4.4! Has anyone experienced this before? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

Product Feature Question
by Dr Damian Williams 04 Oct '08

04 Oct '08

Hi Everyone I hope you don't mind me asking this on the list. I'm trying to find out if OTRS is going to do what I want. Can I describe a scenario and can you let me know if it is possible? The Basics (MUST have these features) Clients submit problems on the web (inc PDA / Blackberry) and/or by email. They can check past and present problems on the web. Agent's replies are emailed to the client as well as being available on the web. They can reply to agent replies by the same methods. New problems arrive in a central list and agents who are working that day are notified by email. Agents access client problems on the website and allocate them to themselves before replying to the problem. If the client replies to this the message will go direct to the agent that it is already assigned to (and that agent will be notified whether they are working or not). Agents can transfer active problems to another agent who will take on the problem (and be notified). Reports of activity can be generated such as how many problems, who replied to them etc. More Advanced (not essential and prepared to pay for it) We have a database for each client containing various client information that both client and agent can view and edit. Would like to integrate the database with OTRS so that when a new problem comes in from the client the agent can see the problem as well as details from the database. Problem entries/replies are integrated into the database for future records. At a later date we may want to split clients and agents into groups separate from each other but having the same features as above. To be able to do reports on the separate groups as well as on the whole group. Thanks for your help. Damian _____ avast! Antivirus <http://www.avast.com> : Outbound message clean. Virus Database (VPS): 081004-0, 04/10/2008 Tested on: 04/10/2008 17:55:35 avast! - copyright (c) 1988-2008 ALWIL Software.

2 1

2.3.2 SecureMode doesn't seem to do anything
by Wes Plate 04 Oct '08

04 Oct '08

It is Friday night, date night, so I thought I'd mess with trying to get OTRS 2.3.2 going on my test virtual machine. I'm to the point of trying to run installer.pl but I'm told I need to disable SecureMode. I've seen this option in previous releases but adding this option set to 0 in Kernel/Config.pm and restarting Apache2 does not change the installer warning. Did setting of SecureMode move somewhere else in 2.3.2? I must be missing something incredibly obvious. Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

2 1

Pending auto close
by medtraore＠gmail.com 03 Oct '08

03 Oct '08

I noticed that when you set a ticket to pending auto close, if the user replies to OTRS and adds the e-mail to the ticket, it isn't taking the ticket out of pending auto close. Is it possible to change this so that when the customer replies, it takes the ticket back to '02 - Modified'? Thanks for your help!

1 0

new ticket - restrictions
by Ivan Tamburic 03 Oct '08

03 Oct '08

Hi, how can I restrict list of queues which customer can see when creating a new ticket (web panel)? I have several queues for different customers but I can't manage to restrict list, so that customer see only queues which they belong when creating new ticket (in "to:" field). Sorry if similiar questions already answered, didn't find them in archive. Thanks, Ivan.

1 0

Re: [otrs] Response without quoting?
by LQ Marshall 03 Oct '08

03 Oct '08

Wes Plate wrote on 10/2/08 17:01 >Is it possible to create a >response that doesn't quote >the previous message? Possible at least since 1.2.x... I upgraded from recently. Simply need to edit the response template in use for the queu to not include the quoted response. LQ

3 3

Re: [otrs] Response without quoting?
by LQ Marshall 03 Oct '08

03 Oct '08

Sorry about pointing you the wrong way Wes. (There was a subsequent post with the correct location.) I knew it was there, as I had edited mine... Just didn't recall going to the SysConfig to do so. gl, LQ

1 0

Response without quoting?
by Wes Plate 02 Oct '08

02 Oct '08

Is it possible to create a response that doesn't quote the previous message? I am currently on an older OTRS version and will be upgrading soon, but I don't seem to have this option for a quote-less response in 1.3.x. I'm probably just missing something obvious though. Maybe this is possible in newer releases? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

Outlook integration in otrs
by polloxx 02 Oct '08

02 Oct '08

Dear group, We're using otrs for a while now and it works perfectly, however I have one question coming back from our management: Is it possible to integrate outlook into otrs? Or are there alternatives? Suggestions are welcome. P.

3 6

Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3 -> 2.3.2 + ITSM 1.2
by Craig Goodyer 02 Oct '08

02 Oct '08

Hi All, I've been playing with setting up various services / sla's and other config bits n bobs for a few days on OTRS 2.3.1b3 + ITSM 1.1.2, then upgraded to OTRS 2.3.2 + ITSM 1.2 On installing the ITSM packages (inc Service Management etc) the Services I have setup are no longer viewable in the web interface (however the services and sla's still exist in the system as they are selectable when 'Customer's create tickets), and I get the following error when trying to view the SLA's configuration page: "Software error: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AdminSLA.pm line 305. For help, please send mail to the webmaster ([no address given]), giving this error message and the time and date of the error." Any help on getting back or removing the original Services/SLA's would be great :) Regards Craig _________________________________________________________________ Make a mini you and download it into Windows Live Messenger http://clk.atdmt.com/UKM/go/111354029/direct/01/

2 2

Ticket not printing from customer front end
by Emily Flynn 02 Oct '08

02 Oct '08

Hi, I can't figure out why tickets won't print from the Customer front end. It's obviously some sort of permissions thing as the attached screenshot is what I get when I click print., but I just can't figure out what I'm not doing. The customer is a member of a group with read write access. The can print from the FAQ module OK. Any suggestions I would really appreciate Thanks Emily

1 0

Re: [otrs] Notifications not being sent.
by Ken D'Ambrosio 02 Oct '08

02 Oct '08

> All the "dumb" checks... > (4) Have you configured any responses to be sent from these queues? Bingo. A thousand thanks. I don't mind being dumb if it means it gets it working. I'd read the docs, but, alas, they are, shall we say, non-trivial, and sometimes things slip through the cracks. And, unfortunately, I'd been looking for the word "notify," not "response". Wups. Deeply appreciated for knocking some sense into my head; I'll get to keep my boss from going with a closed-source application, and I'll get to have some fun with the powerful tool that OTRS certainly appears to be. Thanks to all who took the time to respond! -Ken

1 0

Notifications not being sent. (Help -- please!)
by Ken D'Ambrosio 02 Oct '08

02 Oct '08

Hi, all. I really want to get OTRS going, but my boss is going to go for a commercial alternative if I don't figure out what's up with the notifications not going out. E-mail gets sent fine from the box; that being said, I'm currently pointing it via SMTP to our primary internal SMTP server. And nothing. No longs, no nuttin'. $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'postal'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; which should work fine, as postal has an open relay. And yet -- no notifications go out. Is there something I'm missing -- maybe even something really dumb? (Oh, and, for the record, this appears to be an OTRS issue, and not a mail issue -- no attempts to send mail are noted in /var/log/syslog, no mail is received, nothing's in the mail queue. So I do think I'm missing Something Dumb in OTRS.) Thanks much! -Ken

3 2

implicite "Next ticket state"
by Michal Krajcirovic 01 Oct '08

01 Oct '08

Hello, where i define implicite/default "Next ticket state" value? default is open, but i want default is closed successful thank you very much m.

1 0

Re: [otrs] Notifications not being sent. (Help -- please!)
by Ken D'Ambrosio 01 Oct '08

01 Oct '08

> I am an OTRS newbie (and most other things), so this is just throwing it out there. Have you tried creating an test perl script (using the same process as OTRS) that send emails, and placing it in the OTRS framework with the same permissions etc, and then running it? That will help determine if it isn't permissions, perl modules, local connections etc. Wow. That's a really good idea. In /usr/share/otrs/Kernel/System/Email I see SMTP.pm and Sendmail.pm. Since they're modules, I'm not sure how to invoke them from a self-styled Perl script and have all the correct variables in-place. Is there a way, from within OTRS, to see exactly what happens when a given module is invoked? Or is there a way to easily set up a dummy environment for me to use so I can invoke them from my own Perl script? Thanks much for the idea! -Ken > Like I said, just my 2c. :P > > Regards > Theunis > >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ken D'Ambrosio >> Sent: 01 October 2008 10:18 PM >> To: User questions and discussions about OTRS. >> Subject: Re: [otrs] Notifications not being sent. (Help -- please!) >> >> > Ken D'Ambrosio wrote: >> > >> >> Hi, all. I really want to get OTRS going, but my boss is going to >> go for >> >> a commercial alternative if I don't figure out what's up with the >> notifications not going out. E-mail gets sent fine from the box; that being said, I'm currently pointing it via SMTP to our primary internal SMTP server. And nothing. No longs, no nuttin'. >> [...] >> > >> > Can the machine running OTRS resolve 'postal' to an IP address? >> >> Yeah, it can, but to play it safe, I've also used IP addresses. And I have Postfix running locally, and tried localhost, too. No dice. >> >> >> >> _______________________________________________ >> 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] Notifications not being sent. (Help -- please!)
by Ken D'Ambrosio 01 Oct '08

01 Oct '08

> Ken D'Ambrosio wrote: > >> Hi, all. I really want to get OTRS going, but my boss is going to go for >> a commercial alternative if I don't figure out what's up with the notifications not going out. E-mail gets sent fine from the box; that being said, I'm currently pointing it via SMTP to our primary internal SMTP server. And nothing. No longs, no nuttin'. [...] > > Can the machine running OTRS resolve 'postal' to an IP address? Yeah, it can, but to play it safe, I've also used IP addresses. And I have Postfix running locally, and tried localhost, too. No dice.

2 1

database upgrading 2.2.5 => 2.3.2 ?
by Operacion Control 01 Oct '08

01 Oct '08

Hi List, Do you know if is it necessary upgrade the mysql database when the application is upgraded (from 2.2.5 to 2.3.3) ? Thanks in advance

2 2

pending auto close
by Lombardi Tonio at MFSS 01 Oct '08

01 Oct '08

Hi, I have a problem with the pending auto close states in OTRS. When the pending time is reached, ticket state does not change to closed successful/unsuccessful depending on whether +/- is selected. I am not finding anything related to the expiration of the ticket in either the System Log or the ticket history. In /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm I have the following lines. I don't see anything wrong with them. Do you? $Self->{'Ticket::PendingAutoStateType'} = [ 'pending auto' ]; $Self->{'Ticket::StateAfterPending'} = { 'pending auto close-' => 'closed unsuccessful', 'pending auto close+' => 'closed successful' }; Regards, Tonio Lombardi ICT Applications Officer Information Management Unit Ministry for Social Policy Valletta, Malta tel: +356 2590 3342 fax: +356 2590 3331 e-mail: tonio.lombardi(a)gov.mt <mailto:tonio.lombardi@gov.mt> www.spic.gov.mt <http://www.spic.gov.mt/> www.msp.gov.mt <http://www.msp.gov.mt> Please read our privacy policy: http://www.msp.gov.mt/ministry/email_privacy_policy.asp <http://www.msp.gov.mt/ministry/email_privacy_policy.asp>

1 0

How can I disable CustomerCompanySupport
by Tina Kerr 01 Oct '08

01 Oct '08

How do I disable the Company Tickets module from the Customer's Ticket? I can disable the module from an admin perspective, via SysConfig ==> Frontend::Admin::ModuleRegistration <http://srvcustcare.calpont.com/otrs/index.pl?Action=AdminSysConfig&Suba ction=Edit&SysConfigSubGroup=Frontend::Admin::ModuleRegistration&SysConf igGroup=Framework> ==> Frontend::Module###AdminCustomerCompany but can't seem to find this configuration setting for the Customer Ticket. It seems logical to have such a setting under SysConfig ==> Frontend::Customer::ModuleRegistration <http://srvcustcare.calpont.com/otrs/index.pl?Action=AdminSysConfig&Suba ction=Edit&SysConfigSubGroup=Frontend::Customer::ModuleRegistration&SysC onfigGroup=Ticket> but there is not. Please help! Tina Kerr Manager, Production Support Office: 214-618-9540 Mobile: 303-884-0058 tkerr(a)calpont.com <mailto:tkerr@calpont.com> +++++CONFIDENTIALITY NOTICE+++++ The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained here in is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this email from your system.

2 1

Re: [otrs] Exporting attachments from DB to FS
by Alex 01 Oct '08

01 Oct '08

Have looked at the documentation for this but am unable to figure out where these attachments are saved once the parameter is enabled ... ? $Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStorageFS'; thanks, alex

4 4

RO Groups can't view Queues
by Fabian G. Ferdgelis 01 Oct '08

01 Oct '08

Dear Sirs. I have this queue tree * Networking - NET_AR - NET_BR - NET_US And I have a group called AR_Users... If I assign RO permissions to Networking queue and RW permissions to NET_AR queue then my users can't see any queue. I realice some test using diferent kind of permission sets and I found that RO permissions doesn't work correctly Can anyone helpme?? Best regards _________________________ Fabián G. Ferdgelis

3 2

Dispatching by "to:" field
by Eric Murphy 01 Oct '08

01 Oct '08

This may be a stupid question, but in the POP3 account management section, there's an option for "Dispatching by email To: field". What does this do? Every time I've selected it, tickets don't seem to show up anywhere, so I've been setting everything to dispatch by selected queue. It's a bit annoying, however, to have to create a new pop3 account for each queue. Am I missing something? Thanks in advance! Eric Murphy LTI Information Technology

3 2

Additional Time Fields (need "billable time")
by Tony 01 Oct '08

01 Oct '08

Hi all, I may be going about this the wrong way, but I'm trying to add another time field to my tickets, which act the same as the Accounted Time. When adding an agent note or an agent creates a ticket there is the field that says "Time Units (Work Units)" and it is blank, but time gets added, and posted in the ticket on the right side under "Accounted Time". I want to duplicate that, for another set of time called "Billable Time". Not everything I do is billable, sometimes my staff or I might have to revisit an issue, and due to a fault on our side, we have to fix something. We want to track the time, but not bill a customer for it. In the end, I want two times kept per ticket: billable, and non-billable. That said, I have managed to add a FreeText field, but it does not "add" time, it merely keeps the same number, or text, in the field. While this is understandable, I can't seem to get FreeTime to work either, or, I think I might be going about it wrong. I've tried looking up information on customizing OTRS using FreeText or FreeTime, but nothing is very explanatory. Has anyone done this before? Is there an easy way to do this? is there a page on OTRS' site that I'm missing that explains it all easy as pie? I'm tempted to recreate some of the DB structure and hack the perl scripts, but that means less capability to upgrade to newer versions. If it's not possible, perhaps I should take this to the dev list? Thanks, Tony

2 2

Compose Answer (email)
by Darren Wiebe 30 Sep '08

30 Sep '08

Good Day, I'm testing my new OTRS setup and I've run into an issue. When I have items in the "Raw" queue then I have the link under "Compose Answer (email)" which allows me to send reply to the ticket with an email. However, when I move the ticket to one of the queues that I created that option disappears. When I move it back to either the "Raw" or "Misc" queues it works fine. Any suggestions? -- Darren Wiebe darren(a)aleph-com.net Aleph Communications www.aleph-com.net

2 2

Notifications to multiple owners?
by Niran Abeygunawardena 30 Sep '08

30 Sep '08

Hi, Is it possible to send notifications such as follow-ups to all agents monitoring a queue instead of just to the owner of the ticket? Thanks, Niran

4 6

Exporting attachments from DB to FS
by Bohuslav Blín 30 Sep '08

30 Sep '08

Hi all, i had big DB with otrs data, because of many attachments (like JPG, PDF,..). My daily backup was almost 2GB. So I switch Ticket::StorageModule:from DB to FS, because I backup FS incrementaly. But I also wanted to export existing data to FS. So I created script for this. Now my daily backup mysql with otrs is 4MB :) I hope this script will be helpful for somebody else too. So here it is: http://pastie.org/281623 (This script is using Ruby and ) Bohuslav Blin

3 3

calendar / "working hours" definition
by Patrick Schiess 30 Sep '08

30 Sep '08

hi, is there a way to define the working hours for the calendars to be more precise? we need to have the possibility to set the working hours at least on a quarter hour base... better would be if it were on a minute base. is something like that possible? thanks a lot for your help. regards, patrick.

1 0

Notifications not being sent.
by Ken D'Ambrosio 29 Sep '08

29 Sep '08

OTRS 2.0 (Ubuntu package) installed; mail is received, and tickets generated. But nothing goes out. I've got the following lines in my config: $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'localhost'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; which should work fine, as localhost has an open relay. And yet -- no notifications go out. Is there something I'm missing -- maybe even something really dumb? (Oh, and, for the record, this appears to be an OTRS issue, and not a mail issue -- no attempts to send mail are noted in /var/log/syslog, no mail is received, nothing's in the mail queue. So I do think I'm missing Something Dumb in OTRS.) Thanks much! -Ken

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