- otrs - OTRS mailing lists

ITSM Libraries Cure Response Time Issues
by Buice, David R 28 Jul '08

28 Jul '08

(But I don't know why) As readers of these emails might know I upgraded our OTRS install from v1.2.3 to 2.2.6 (now 2.2.7). Everything seemed fine except that logging on and any action that went to AgentTicketQueue or AgentTicketMailbox took 1 minute, 20 seconds. Well, today, I installed the 3 libraries for ITSM, specifically, GeneralCatalog 1.1.2 <http://ftp.otrs.org/pub/otrs/itsm/packages11/GeneralCatalog-1.1.2.opm> , LinkObject2 1.1.2 <http://ftp.otrs.org/pub/otrs/itsm/packages11/LinkObject2-1.1.2.opm> , and ITSMCore 1.1.2 <http://ftp.otrs.org/pub/otrs/itsm/packages11/ITSMCore-1.1.2.opm> . Now OTRS works like a charm and there is now appreciable lag time as mentioned above. I am happy but greatly confounded by this. Going to ITSM is good for us as we are supposed to be ITIL compliant. I just never thought that installing these libraries would fix my problem. In fact, I expected them to compound my problem. If anyone has a SWAG as to why this is working now I'd be ecstatic to hear it!! Regards, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122

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POP3 question
by Michael Webber 28 Jul '08

28 Jul '08

I have the POP3 email to ticket working, but when a user emails a to the address, they get the new ticket reply and it shows up under the admin screen, but when they log into their customer login, it does not show up. Is there a way to have an emailed ticket show up under the customer login? Michael Webber

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RPM on Redhat/CentOS
by Robin Bowes 28 Jul '08

28 Jul '08

Hi, I'm just starting to look at OTRS on the CentOS platform. As is quite usual for a package that does not have any/many core devs using it on Redhat-flavours of linux (I assume), I have found that the otrs-provided spec file does not do things quite right for the Redhat-platform. Fortunately, there is an OTRS RPM in the epel repository which has a more suitable layout. I have successfully used this to rebuild the 2.30rc1 RPM. Unfortunately, it is not quite right - specifically, it needs some work on defining which files should me marked "%config(noreplace)" so they are not zapped when the RPM is upgraded. So, I'm looking for some feedback from the otrs team as to which files should be considered "configuration" files and not replaced when the RPM is upgraded. Can anyone give me some guidance in this? Thanks, R.

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Queue view change
by Pieter de Vries 28 Jul '08

28 Jul '08

Hi All, Please direct me to the correct mailling list if this is the wrong one for my question. Is it possible to change the Queue Viem to show all tickets in a queue and not just the ones which is unlocked? the reason I ask this is for supervisor puposes. We are still in the process of configuring OTRS for our needs and one of the things we have is a supervisor that is in charge of each queue. I would like them to be able to see the all te tickets in a queue even the locked ones. I will admit that I am new to OTRS and might be missing the point of locked tickets, if so, please point me in the right direction if I have it wrong. Regards, Pieter

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Ticket # format Change
by Dave Wojciechowski 26 Jul '08

26 Jul '08

I have been running otrs for about 1 year, could not live without it now. But we started giving out ticket numbers over the phone as a standard when we verbally open a new ticket. was using the date + system id + checksum + date format. IE 2008072610000272 reading this to a customer usually results in Tech: ok your ticket number is 200807 Customer: wait wait wait let me get a pen Tech ok ready, 2008 0726 Customer: What 2008 267? Tech No that is 200807261000002 Customer What how many zeros... and on and on. If I change the ticket # generator to Auto Increment, any issues with changing mid stream? Thanks I'm Wojo ________________________________ Morgan's Foods Inc. 4531 Belmont Ave # A Youngstown, OH 44505 Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

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Re: [otrs] Long Response Time Due to Missing Calender_Event Table
by Buice, David R 25 Jul '08

25 Jul '08

Thank you for the response Nils. I downloaded and installed the calendar package and that cleared up the error messages I was getting in the log. Sadly, that did not fix my response time issue. I can click on any of the items in the toolbar (e.g. FAQ, Admin, Stats, Preferences, Customer, Logout, etc.) and get reasonable response time (like 1/2 a second). But when I first log on or if I click on QueueView or Locked Tickets or do anything that invokes "Action=TicketQueue" or "Action=TicketMailbox", there is a 1 minute, 20 second response time. There don't appear to be any meaningful data or errors in the logs of OTRS, Apache, or MySQL. I can't find a way to capture whatever is going on between the moment I click on, say, QueueView, and when the actual page comes up. I would appreciate any help that anyone might be able to give. Regards, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Wednesday, July 23, 2008 11:23 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Long Response Time Due to Missing Calender_Event Table Buice, David R wrote: > Neither the OTRS 1.2.3 nor the OTRS 2.2.6 database has a > calendar_event table so I don't know why OTRS is looking for one. > I'm thinking this is what is causing my response time issues. Our OTRS 2.2.7 installation does have this table. It is empty in our database though. And there is also a table called calendar_event_involved. They may be there because we had the Calendar package installed at some point. See Admin > Package Manager to see if you maybe have extra packages installed. Nils Breunese. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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multiple email addresses for one customer
by Patrick Schiess 24 Jul '08

24 Jul '08

hi, does anyone know, if under otrs it is possible to assign multiple email addresses to one customer? the idea behind this question is, that most of our customers have different email addresses that they finally use to get into contact with us... and it is a must feature, that otrs can handle multiple emailaddresses and assign it automatically to the same customer. i actually have already a external backend db which contais all the email addresses and the customer id and everything that is needed... the problem is now, that when i try to open a phone ticket and i am searching e.g. for a customer with the id = 1000, then otrs just gives me the first entry in the backend db and not a drop down menu with all possible email addresses associated to that customer. do you know, if there is a way to configure otrs to handle is kind of request? or how do you handle this problem... i can't imagine that i am the only one that has multiple email addresses in use for one customer... ;-) thanks a lot for your help. regards, patrick.

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Long Response Time Due to Missing Calender_Event Table
by Buice, David R 24 Jul '08

24 Jul '08

Hello Everyone, A while back I asked why, after I upgraded our OTRS install from version 1.2.3 to 2.2.6, I was getting response times in the 1 minute, 20 second range. Most of the responses I got back were about optimizing my MySQL install using the tuning-primer.sh script. I am grateful for those responses and did indeed use the script to help optimize my MySQL database install. Unfortunately, this did not resolve my response time issue. I finally checked my logs (something I should have done in the first place) and I found the following error message: [Wed Jul 23 09:54:25 2008][Error][Kernel::System::CalendarEvent::Events][686] Table 'otrs .calendar_event' doesn't exist, SQL: 'SELECT e.id, e.sequence_type, e.title, e.content, e .start_time, e.end_time, e.event_status FROM calendar_event e , calendar_event_involved ei WHERE ((e.start_time >= '2008-7-30 00:00:00' AND e.sequence_end_time <= '2008-7-30 23:59:59') OR (e.start_time >= '2008-7-30 00:00:00' AND e.start_time <= '2008-7-30 23:5 9:59') OR (e.sequence_end_time >= '2008-7-30 00:00:00' AND e.sequence_end_time <= '2008 -7-30 23:59:59') OR (e.start_time <= '2008-7-30 00:00:00' AND e.sequence_end_time >= '2 008-7-30 23:59:59')) AND e.id = ei.event_id AND ei.user_id IN (48) ORDER BY e.start_time' This message occurs exactly 16 times whenever I try to log in or view my ticket queue. Neither the OTRS 1.2.3 nor the OTRS 2.2.6 database has a calendar_event table so I don't know why OTRS is looking for one. I'm thinking this is what is causing my response time issues. Should I create a dummy calendar_event table in MySQL database or is there a way to remove some entry that is making OTRS look for this table? I would be grateful for any and all advice on this issue. Regards, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122

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Adding a new postmaster module
by Jason B. Loven 24 Jul '08

24 Jul '08

I've created a new postmaster module. After reading through the documentation I'm not clear what else I need to do in order to add it into OTRS and make it active. I put the .pm file in the /opt/otrs/Kernel/System/PostMaster/Filter/ directory. Is there additional information needed within OTRS to get it working? Such as changing a config file or updating a source file to tell it to load when OTRS is executing? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com <blocked::mailto:jloven@cainetserv.com> Web: http://www.cainetserv.com/ <blocked::http://www.cainetserv.com/>

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Fwd: OTRS Queues
by Pieter de Vries 24 Jul '08

24 Jul '08

Hi All, I'm still new with OTRS and learning, so any help would be appreciated. Is it possible to change the way queues function in OTRS? I would like it to show all the tickets in a specific queue, regardless of if it is locked or not. The reason for this is that if I have a queue called 2nd Level support, I want all the agents that is part of the group assigned o this queue to see all the open tickets in the queue. Thank you Pieter

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Re: [otrs] Changing the Check for new email Interval (Russell Streitenberger)
by Russell Streitenberger 23 Jul '08

23 Jul '08

well i was looking at a different interval than that. you can have this software check an email account. well it appears to be checking it fine but it only goes and checks it once every ten minutes or so. that is the interval i want to change. Sincerely, The image “http://www2.oginfo.com/signatures/rrssig.png” cannot be displayed, because it contains errors. Russell R. Streitenberger Network Administrator Cell: 361-215-9141 The image “http://www2.oginfo.com/signatures/oginfoemail.png” cannot be displayed, because it contains errors. ----- Original Message ----- From: "Alex" <podrujko(a)yandex.ru> To: otrs(a)otrs.org Sent: Wednesday, July 23, 2008 2:19:25 AM GMT -06:00 US/Canada Central Subject: [otrs] Changing the Check for new email Interval (Russell Streitenberger) Hi Russel, Refreshing time you can change in Prefernces under your user or in Admin settings in user options. Just select from list time witch you want Can you help me too? I can not get reply from queue when I'm getting new ticket, Everything turn on (responses and queues), may be I missed any optione and did not turn it on ? Alex _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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OTRS as a lightweight CRM ?
by Andrew Stesin 23 Jul '08

23 Jul '08

Dear OTRS gurus, is OTRS suitable for use as a CRM system, or does it lack some critical CRM functionality? Maybe some add-on exists (like ITSM) which makes a lightweight CRM system from OTRS ? Thanks in advanse! Andrew

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Last article in queue view
by OTRS - Thorsten 23 Jul '08

23 Jul '08

Hi all, can anyone explain me how i can show only the really last article of a ticket in queue view. For now i see the last article for/of customer in this view but i want to see the really last article in ticket. Kind regards Thorsten

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generate email to external company
by Patrick Schiess 23 Jul '08

23 Jul '08

hi, does anyone know, if it is possible to generate an email from within otrs to an external company e.g. when there is an hardware or software problem occurring at one of our customers site that has to been solved through an onsite? can this be done through an predefined answer template? can this email be filled up with some informations concerning the hardware or software, like serial number, contract number and stuff like that? thanks. regards, patrick.

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customer informations not been shown when creating a ticket
by Patrick Schiess 23 Jul '08

23 Jul '08

hi, i have a strange behaviour on my otrs installation. i use a backend db connection for our customer data. this works pretty good after some tricky configuration issues. now, when i want to create a ticket i can search for the customer and this works well... but, on the right side where the customer informations should be display, there is nothing shown. why? i also find out, that when i try to access the customer user management in the admin section i can search the customers, but when i click on them the parameters that was taken from de backend db are empty... is there any connection between these two issues? thanks for your help. regards, patrick.

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Changing the Check for new email Interval (Russell Streitenberger)
by Alex 23 Jul '08

23 Jul '08

Hi Russel, Refreshing time you can change in Prefernces under your user or in Admin settings in user options. Just select from list time witch you want Can you help me too? I can not get reply from queue when I'm getting new ticket, Everything turn on (responses and queues), may be I missed any optione and did not turn it on ? Alex

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UserSyncLDAPGroupsDefination
by Terrill Yuhas 22 Jul '08

22 Jul '08

Hi, I'm having an interesting issue on OTRS 2.2.7 regarding the UserSyncLDAPGroupsDefination for agent logins. If I put in UserSyncLDAPGroupsDefination and configure it based on the FAQ http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=4&ItemID=219, the login errors out (though it does authenticate since a bad password will give the bad password message). If I comment out the UserSyncLDAPGroupsDefination section, then the login happens but of course without the LDAP-to-OTRS mapping. Going through the log messages, the error points to the code in Kernel/System/Auth/LDAP.pm around line 440. I found that if I comment out 3 lines in LDAP.pm: # system permissions my %PermissionsEmpty = (); # foreach (@{$Self->{ConfigObject}->Get('System::Permission'.$Self->{Count})}) { # $PermissionsEmpty{$_} = 0; # } # remove all group permissions then my UserSyncLDAPGroupsDefination works. I tried with usernames that aren't in the mapped group and OTRS treats it appropriately. So it looks like it works with the mod. My UserSyncLDAPGroupsDefination statement looks like (dc's replaced with bogus values) $Self->{'UserSyncLDAPGroupsDefination2'} = { 'cn=OTRS Admin,ou=Groups,dc=fake,dc=values' => { 'admin' => { rw => 1, }, } }; Is it something wrong with my UserSyncLDAPGroupsDefination statement? I'm not able to figure out yet what I've disabled by doing that but OTRS now maps people in that LDAP group to the OTRS admin group and no one else. Thanks! Terrill

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LDAP Bind
by Terrill Yuhas 22 Jul '08

22 Jul '08

Hi, We're using OTRS 2.2.7 and trying to set it up for LDAP customer authentication. Turns out the campus server doesn't allow anonymous binds and I won't be able to create a login just for OTRS authentications because of their policy. Is there a way to configure the Config.pm to use values from the login form for: $Self->{'Customer::AuthModule::LDAP::SearchUserDN3'} = ''; $Self->{'Customer::AuthModule::LDAP::SearchUserPw3'} = ''; or any other way to get the username/password values from the login form to create the bind credentials? Thanks! Terrill

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Changing the Check for new email Interval
by Russell Streitenberger 22 Jul '08

22 Jul '08

Hey all, I was wondering where the setting would be for changing the interval in which otrs checks for new mail. it appears to check about 1 time every 10 minutes. I would like to change it to 1 minute or 30 seconds Sincerely, The image “http://www2.oginfo.com/signatures/rrssig.png” cannot be displayed, because it contains errors. Russell R. Streitenberger Network Administrator Cell: 361-215-9141 The image “http://www2.oginfo.com/signatures/oginfoemail.png” cannot be displayed, because it contains errors.

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Changing notification options
by Jesús M. Navarro 22 Jul '08

22 Jul '08

Hi, list: On our current OTRS install the only option available when choosing the "close ticket" option is to add an "internal note". How should I change configuration so both internal and external notes are avilable on the "close ticket" option? TIA.

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OTRS Email nortifications not working in windows
by Mihira Alexander 22 Jul '08

22 Jul '08

" Hi, I have installed OTRS 2.2.7 version on windows pc and did basic configuration, Now I can fetch tasks from email address and do other things. But still nortification emails not going out from the OTRS system. Please help me to fix this issue. Best Regards, Alex

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otrs close ticket disable ownership
by Andy 22 Jul '08

22 Jul '08

Hey people, When a new ticket appears in the queue, when I close the ticket, I become the owner of the ticket. The problem with this is that OTRS will then send a reply to the customer saying that I have taken ownership. I want OTRS to send a reply to the customer when the ownership changes. But when I close the ticket I don't want any reply sent. Is there anyway of doing this? -- REGARDS, Andy

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Closed tickets visible in Locked Tickets
by Lars Jørgensen 22 Jul '08

22 Jul '08

Hi. I have a ticket in my Locked Tickets that were created by SystemMonitoring. Later it was closed successfully by SystemMonitoring but I can still se it in Locked Tickets. Is this a bug or a feature? -- Lars

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Malchow, Sören is out of the office.
by Sören Malchow 21 Jul '08

21 Jul '08

I will be out of the office starting 08.07.2008 and will not return until 28.07.2008. Please contact Guenther Kreuzpaintner ( guenther.kreuzpaintner(a)interone.de ) instead

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Re: [otrs] OTRS Email nortifications not working in windows
by Raj Wurttemberg 21 Jul '08

21 Jul '08

Something for you to check... My antivirus software, McAfee 8.5i blocks outbound SMTP traffic by default. Check to see if your antivirus software is blocking your traffic. A simple test would be to try to telnet to port 25 on your SMTP/mail server and see if you get connected. Fwiw, I have OTRS 2.2.7 installed on Windows Server 2003 and it is working perfectly. The only thing I had to change was to reconfigure the e-mail notifications to use a smarthost. /*Raj*/

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SystemMonitoring .. Having problems getting it working
by Jason B. Loven 21 Jul '08

21 Jul '08

I've installed SystemMonitoring to work with receiving inbound tickets from an external vendors ticketing system. Apparently my regex'ing is so rusty I'm unable to make this work. So far it's not even identifying anything as a new ticket since based on what I can see I should be able to see data in the free fields when it does find something that looks like a new ticket. Is that correct? Basically I'm just clicking on "free fields" and they're still blank on things that should have been identified as new tickets. Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com <blocked::mailto:jloven@cainetserv.com> Web: http://www.cainetserv.com/ <blocked::http://www.cainetserv.com/>

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Sharing search templates
by Radek Hladik 21 Jul '08

21 Jul '08

Hi, is there some easy way how to share search templates between users? I've created some simple reports for myself and others would like to use them too. Radek

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Auto reply (get new ticket in queue)
by Alex 21 Jul '08

21 Jul '08

Hi guys, may be somebody knows how to get auto answer for mail after getting new ticket. I configurated auto responses and auto responses<->queues too, tried system configuration options, but without any result. Alex

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OTRS Email nortifications not working in windows
by Mihira Alexander 21 Jul '08

21 Jul '08

" Hi, I have installed OTRS 2.2.7 version on windows pc and did basic configuration, Now I can fetch tasks from email address and do other things. But still nortification emails not going out from the OTRS system. Please help me to fix this issue. Best Regards, Alex

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Re: [otrs] R: How to set DNS server in OTRS?
by Camilo Vieira 20 Jul '08

20 Jul '08

Daniele, I intend to configure the DNS Servers to enforce the OTRS make MX nslookups in outside DNS servers of my LAN. Camilo Vieira * Infra-estrutura de redes * 55 11 7643-4895 Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3897-3797 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of CARNINO Daniele Sent: quinta-feira, 17 de julho de 2008 04:42 To: User questions and discussions about OTRS.org Subject: [otrs] R: How to set DNS server in OTRS? Why someone should set DNS in OTRS? OTRS is a ticketing system, not an Operating System: of course it uses the DNS defined on the underlying OS. ________________________________ Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Camilo Vieira Inviato: mercoledì 16 luglio 2008 23.18 A: otrs(a)otrs.org Oggetto: [otrs] How to set DNS server in OTRS? Hi, I was just wondering if somebody to know how to set DNS servers within OTRS. Thanks. Camilo Vieira * Infra-estrutura de redes * 55 11 7643-4895 Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3897-3797

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automated response
by jose.jarpa 19 Jul '08

19 Jul '08

Estarei ausente do trabalho ate' 28/07. Para assuntos importantes tratar com Rodrigo Carraro (55-21-82110904), Marcelo Manao (55-11-84426621) ou Mario Prieto (55-21-82462639).

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WG: Ticket number ist too long/Change appearance of Ticket number
by Maura Abetini-Kolbe 18 Jul '08

18 Jul '08

Manz Automation AG - Steigaeckerstr. 5 - 72768 Reutlingen Handelsregister: HRB 353989 Registergericht Stuttgart Vorstandsvorsitzender: Dieter Manz Vorstand: Dieter Manz, Otto Angerhofer, Martin Hipp, Volker Renz Aufsichtsratsvorsitzender: Dr. Jan Wittig _____________________________________________________________________ Diese E-Mail ist nur fuer den Empfaenger bestimmt, an den sie gerichtet ist und kann vertrauliches bzw. unter das Berufsgeheimnis fallendes Material enthalten. Jegliche darin enthaltene Ansicht oder Meinungs- aeusserung ist die des Autors und stellt nicht notwendigerweise die Ansicht oder Meinung der Manz Automation AG dar. Sind Sie nicht der Empfaenger, so haben Sie diese E-Mail irrtuemlich erhalten und jegliche Verwendung, Veroeffentlichung, Weiterleitung, Abschrift oder jeglicher Druck dieser E-Mail ist strengstens untersagt. Weder die Manz Automation AG noch der Absender (Maura Abetini-Kolbe) uebernehmen die Haftung fuer Viren; es obliegt Ihrer Verantwortung, die E-Mail und deren 1 Anhaenge auf Viren zu pruefen. 1 Anhaenge: (5,61 KB) _____________________________________________________________________ This e-mail is intended only for the recipient to whom it is addressed and may include confidential or proprietary information. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Manz Automation AG. If you are not the intended recipient, any disclosure, copying, or distribution is strictly prohibited. Neither Manz Automation AG nor the sender (Maura Abetini-Kolbe) accepts any responsibility for loss or damage caused by any virus transmitted by this e-mail. It is the responsibility of the recipient to check this e-mail and any attachments for viruses. 1 Attachments: (5,61 KB) _____________________________________________________________________

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Can not get answer for my message from OTRS
by Alex 18 Jul '08

18 Jul '08

Hi all I have the following problem, in OTRS system I can not get answer of system for my message. I cheked all options. Can you help me guys ?

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(Без темы)
by Alex 18 Jul '08

18 Jul '08

Hi all I have the following problem, in OTRS system I can not get answer of system for my message. I cheked all options. Can you help me guys ?

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Non-English Tickets
by Hooman Mesgary 18 Jul '08

18 Jul '08

Hi, I have problem in adding a ticket in Persian. I think when it is going to write to SysLog, it cause an error because of Persian character. 1. Does anyone in any language has the same problem? 2. Any idea what should I do? by the way I have submitted the bug to trace it. http://bugs.otrs.org/show_bug.cgi?id=3095 Regards, -Hooman -- http://mesgary.com

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Mssql issues
by Chad Pritchett 17 Jul '08

17 Jul '08

I still haven't been able to resolve my issue with mssql. I've got an install of 2.3 running and I've run the scripts to setup the database on our sql 2005 server. Otrs connects, but I'm getting this when I try to go to the login page: Software error: Can't call method "fetchrow_array" on an undefined value at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 624. There was no error on the scripts and everything works fine when you point it back to mysql, so it has to be something in the database. Is there something that needs to be changed? Thanks, Chad

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System Address - name = email address?
by Andrew Glossop 17 Jul '08

17 Jul '08

Just want to be certain I understand this correctly. In Admin / Email Addresses, when you add a new System Address. The example says: Email: Realname: Queue: But when you go to add an address, the fields are labelled as: Name: Realname: Queue: Valid: Comment: I just want to confirm that where it has the field "Name", it is actually referring to an email address. This seems to be somewhat confusing. Instead of name/realname, I think it would be better to have email/name. When editing a queue, assigning a "Systemaddress:" shows them listed as Name (Realname). So I assume that would be something like someone(a)domain.com (Real Name). I would rather this be swapped, so that it's Real Name (someone(a)domain.com) Instead of Systemaddress:, I suggest it should be either Email Address: or System Address: The admin link, under the System column is Email Addresses. Then it refers to System Address. I think it should be consistent, and both should be the same. Either System Address or Email Address. I'd prefer to see Email Address, as it is in the link (Email Addresses), as that seems to be exactly what these are. Maybe refer to them as System Contacts, instead of System Addresses, as a contact consists of a name and an email address. These may simply be translation issues, but I'm not sure. If my suggestions are valid, I'll add them to bugzilla. "All incoming emails with this "Email" (To:) will be dispatched in the selected queue!" - I presume this means that the recipient email address in a new email/ticket will be used to direct the ticket to a specific queue. Is it possible to receive emails sent to different email addresses into one queue? Is it possible to receive emails into a queue, but the responses are sent using a different email address? Emails sent to support1(a)domain.com & support2(a)domain.com would both be received into the same queue, but then use support3(a)domain.com for the response.

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pop mail time
by Mike Li 17 Jul '08

17 Jul '08

Dear all, In the process of my testing, i send one mail to the demo system demo(a)otrs.org, i could see the new ticket quickly, but if i send one mail to my owe OTRS system xxxxxxxx(a)yahoo.com, i must need wait more time to see the new ticket, i checked more time, but did not find any clues on this case. Any reply is appreciated, thanks. ENV: OTRS 2.2.7 and CentOS 5.x M.

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How to set DNS server in OTRS?
by Camilo Vieira 17 Jul '08

17 Jul '08

Hi, I was just wondering if somebody to know how to set DNS servers within OTRS. Thanks. Camilo Vieira * Infra-estrutura de redes * 55 11 7643-4895 Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3897-3797

2 1

Access to the tickets
by Yasir M. Arsanukaev 16 Jul '08

16 Jul '08

Does anybody know if one can autoassign rights to customers ? I need to make all the queues to be RO by customers so that the tickets remain visible to them via customer.pl wherever tickets are. There's CustomerGroupAlwaysGroups which can assign users to groups, but it gives them not only RO but also RW rights to the group. I found group_customer_user table in OTRS DB I could add records to via script/triggers/etc.

1 0

reporting by users
by Igor Bilis 16 Jul '08

16 Jul '08

What's the best and simple way to churn out a report on agent's performance in how many tickets closed and etc.? Thanks.

1 0

Re: [otrs] How to set SMTP server on OTRS?
by Camilo Vieira 16 Jul '08

16 Jul '08

Thanks Daniel, I’m going to try.. Camilo Vieira • Infra-estrutura de redes • 55 11 7643-4895 Navita <http://www.navita.com.br/> • Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> • 55 11 3897-3797 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Daniel Castro Sent: quarta-feira, 16 de julho de 2008 17:44 To: User questions and discussions about OTRS.org Subject: Re: [otrs] How to set SMTP server on OTRS? Edit Kernel/config.pm and add the following: # SendmailModule $Self->{"SendmailModule"} = "Kernel::System::Email::SMTP"; $Self->{"SendmailModule::Host"} = "<smtp server address>"; $Self->{"SendmailModule::AuthUser"} = "<smtp user>"; $Self->{"SendmailModule::AuthPassword"} = "<smtp password>"; $Self->{'SendmailModule::Port'} = '25'; Bets Regards, 2008/7/16 Camilo Vieira <camilo.vieira(a)navita.com.br>: Hi, I'm a newbie in this community and I have one doubt. Is there any way to configure a default smtp in the OTRS to send all e-mails? Thanks, Camilo Vieira • Infra-estrutura de redes • 55 11 7643-4895 Navita <http://www.navita.com.br/> • Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> • 55 11 3897-3797 _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ -- Daniel Castro - דניאל Home Page : www.danielti.com.br MSN: danielti(a)gmail.com Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria

1 0

How to set SMTP server on OTRS?
by Camilo Vieira 16 Jul '08

16 Jul '08

Hi, I'm a newbie in this community and I have one doubt. Is there any way to configure a default smtp in the OTRS to send all e-mails? Thanks, Camilo Vieira * Infra-estrutura de redes * 55 11 7643-4895 Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3897-3797

2 1

/vat/tmp files locked so can't be opened by PGP
by Nathan Campbell 16 Jul '08

16 Jul '08

I am trying to get GNUPG to work with OTRS and have come to the point where I think I know what the trouble is but can't figure / find out how to resolve it. GNUPG is throwing the following error: gpg: can't open `C:\OTRS\otrs\var\tmp\INi9MwjaTV.tmp' Any ideas on how to resolve this issue? Thanks! Nathan Campbell Systems Administrator Dallas Symphony Orchestra

1 0

Re: [otrs] #otrs on irc.freenode.net has one idle user, more are invited.
by Mayk Backus 16 Jul '08

16 Jul '08

Hi, i would suggest when the registration is ok of the channel, to put up some sort of eggdrop or something wich keeps logs of de conversations and can automagicly post them to the web/mailinglist. this also is maintanance/protection for the channel. to create a botnet i have some server hangin around that are idle with cpu and some bandwith.. :-) just drop me a note ----- "John Teddy" wrote: > So I looked around for an irc channel for otrs, and the only thing I could find was some wikimedia channel which uses otrs, but they don't like to talk about otrs, they only talk about wikimedia issues. > > So I decided to dedicate myself to months of idling in #otrs on irc.freenode.net with screen/ssh/irssi, everyone else is welcome to join me. Can talk about otrs end-user stuff, management, dev, whatever. I just thought it would be nice to have an irc channel as well, and not just mailing list. > > Some wikipedia developer has registered #otrs but freenode staff will allow re-registration if someone from otrs wants to contact them. > > Hope to see lurkers/others there. > > Cheers, > John > > > _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

1 0

#otrs on irc.freenode.net has one idle user, more are invited.
by John Teddy 16 Jul '08

16 Jul '08

So I looked around for an irc channel for otrs, and the only thing I could find was some wikimedia channel which uses otrs, but they don't like to talk about otrs, they only talk about wikimedia issues. So I decided to dedicate myself to months of idling in #otrs on irc.freenode.net with screen/ssh/irssi, everyone else is welcome to join me. Can talk about otrs end-user stuff, management, dev, whatever. I just thought it would be nice to have an irc channel as well, and not just mailing list. Some wikipedia developer has registered #otrs but freenode staff will allow re-registration if someone from otrs wants to contact them. Hope to see lurkers/others there. Cheers, John

1 1

Reporting question
by Bill Locke 16 Jul '08

16 Jul '08

Can anyone point me to some documentation on how to do a custom report? The built in stats feature is nice but does not have what I want.. Well at least as far as I can see. I am trying to get a report that lists all tickets open or closed during a specified time frame. I want it to list the ticket and notes. Thanks -- ~Bill __________________________________ Bill Locke Ayalogic/Green-Ear Systems Administrator 330-247-2182 Bill(a)green-ear.com

1 0

IMAP on OTRS 2.3 beta 4
by Igor Bilis 16 Jul '08

16 Jul '08

I'm running OTRS 2.3 beta 4 on Windows XP machine. I had it receiving over 600 emails with IMAP and now all of a sudden I get this error message when trying to run the IMAP: Software error: Got no Email at C:/OTRS/otrs//Kernel/System/PostMaster.pm line 92. Any suggestions? Thanks!

1 0

PostMasterPOP3.pl problems
by Khusro Jaleel 16 Jul '08

16 Jul '08

Hello, I'm having a problem when using PostMasterPOP3.pl. Basically, when it pops a certain mailbox from a POP server, it *looks* like it crashes. It starts popping from other boxes just fine, but when it gets to this one, it always says: "Message (1/56)", etc and then it stops. Could it be that a particular message in that inbox is causing it to crash? I know it's crashing because it leaves it's process_id in the DB, so the next time, OTRS does not pop anything, and complains that 'it is already running'. I have used '-f 1 -d' and here is the bottom of the output I got (I have removed some repetitive lines): ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Message 1/66 (username@POP server IP address) Debug: Config.pm ->Get('PostmasterUserID') --> 1 Debug: Config.pm ->Get('PostmasterX-Header') --> ARRAY(0xaadd30) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DatabaseUserTable') --> system_user Debug: Config.pm ->Get('DatabaseUserTableUserID') --> id Debug: Config.pm ->Get('DatabaseUserTableUserPW') --> pw Debug: Config.pm ->Get('DatabaseUserTableUser') --> login Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/Config/Defaults.pm line 1605, <PRODUCT> line 4. Debug: Config.pm ->Get('User::PreferencesModule') --> Error: Config.pm No value for 'User::PreferencesModule' in Config.pm found! Debug: Config.pm ->Get('PreferencesTable') --> user_preferences Debug: Config.pm ->Get('PreferencesTableKey') --> preferences_key Debug: Config.pm ->Get('PreferencesTableValue') --> preferences_value Debug: Config.pm ->Get('PreferencesTableUserID') --> user_id Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerUser') --> HASH(0xa9226c) Debug: Config.pm ->Get('CustomerUser') --> HASH(0xa9226c) Debug: Config.pm ->Get('CustomerUser10') --> Error: Config.pm No value for 'CustomerUser10' in Config.pm found! Debug: Config.pm ->Get('SendmailModule') --> Kernel::System::Email::Sendmail Debug: Config.pm ->Get('SendmailModule::CMD') --> /usr/sbin/sendmail -i -f Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('FQDN') --> <OTRS IP address> Debug: Config.pm ->Get('Organization') --> Error: Config.pm No value for 'Organization' in Config.pm found! Debug: Config.pm ->Get('SendmailBcc') --> Error: Config.pm No value for 'SendmailBcc' in Config.pm found! Debug: Config.pm ->Get('LoopProtectionModule') --> Kernel::System::PostMaster::LoopProtection::DB Debug: Config.pm ->Get('PostmasterMaxEmails') --> 40 Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718) Debug: Config.pm ->Get('Ticket::UnlockStateType') --> ARRAY(0xaa5658) Debug: Config.pm ->Get('Ticket::ViewableLocks') --> ARRAY(0xaa570c) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718) Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718) Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Sendmail') --> Error: Config.pm No value for 'Sendmail' in Config.pm found! Debug: Config.pm ->Get('SendmailBcc') --> Error: Config.pm No value for 'SendmailBcc' in Config.pm found! Debug: Config.pm ->Get('FQDN') --> <OTRS IP Address> Debug: Config.pm ->Get('Organization') --> Error: Config.pm No value for 'Organization' in Config.pm found! Debug: Config.pm ->Get('Ticket::NumberGenerator') --> Kernel::System::Ticket::Number::DateChecksum Debug: Config.pm ->Get('Ticket::IndexModule') --> Kernel::System::Ticket::IndexAccelerator::RuntimeDB Debug: Config.pm ->Get('Ticket::StorageModule') --> Kernel::System::Ticket::ArticleStorageDB Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/Config/Defaults.pm line 1605, <PRODUCT> line 4. Debug: Config.pm ->Get('Ticket::CustomModule') --> Error: Config.pm No value for 'Ticket::CustomModule' in Config.pm found! Debug: Config.pm ->Get('ArticleDir') --> /opt/otrs/var/article Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('PostmasterAutoHTML2Text') --> 1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Ticket::ViewableStateType') --> ARRAY(0xaa5718) Debug: Config.pm ->Get('Ticket::UnlockStateType') --> ARRAY(0xaa5658) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerPreferences') --> HASH(0xa91350) Debug: Config.pm ->Get('CustomerUser') --> HASH(0xa9226c) Error: Config.pm No value for 'CustomerUser10' in Config.pm found! Debug: Config.pm ->Get('DatabaseUserTable') --> system_user Debug: Config.pm ->Get('DatabaseUserTableUserID') --> id Debug: Config.pm ->Get('DatabaseUserTableUserPW') --> pw Debug: Config.pm ->Get('DatabaseUserTableUser') --> login Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/Config/Defaults.pm line 1605. Debug: Config.pm ->Get('User::PreferencesModule') --> Error: Config.pm No value for 'User::PreferencesModule' in Config.pm found! Debug: Config.pm ->Get('PreferencesTable') --> user_preferences Debug: Config.pm ->Get('PreferencesTableKey') --> preferences_key Debug: Config.pm ->Get('PreferencesTableValue') --> preferences_value Debug: Config.pm ->Get('PreferencesTableUserID') --> user_id Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('Ticket::Hook') --> Ticket# Debug: Config.pm ->Get('Ticket::HookDivider') --> Error: Config.pm No value for 'Ticket::HookDivider' in Config.pm found! Debug: Config.pm ->Get('PostmasterFollowUpSearchInReferences') --> 0 Error: Config.pm No value for 'PostmasterFollowUpSearchInReferences' in Config.pm found! Debug: Config.pm ->Get('PostMaster::PreFilterModule') --> HASH(0xa9cb54) Debug: Config.pm ->Get('PostMaster::PreFilterModule') --> HASH(0xa9cb54) Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Modification of a read-only value attempted at /System/Library/Perl/5.8.1/darwin-thread-multi-2level/Sys/Syslog.pm line 302. ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- What does that last line mean? Why would it suddenly have a logging issue? If anyone can shed some insight, or tell me a better way to diagnose the problem, I would be most helpful. Thanks, Khusro

2 1

Redhat Enterprise Linux (RHEL) 5 supported?
by Nielson, Adam 16 Jul '08

16 Jul '08

I have tried various OTRS versions (not the new version yet, waiting for official release in about a month) on several versions of RHEL, and all of them are easy to get running, but always run like CRAP! Even with mod_perl and no real data yet on a fresh install, they run WAY too slow to be considered "normal". I am wondering if anyone else has this similar environment? Its 32-bit, 2GB of RAM, SAS disks, 2.8Ghz CPU, etc. Is there a recommended distro I can try that's easy out of the box to get this going? Thank you, Adam Nielson

3 2

How to close lots of tickets
by Robin Bowes 15 Jul '08

15 Jul '08

Hi, In the process of my testing, I've run into a stale MX record which resulted in 800 new tickets created, from MAILER-DAEMON with subject "Warning: could not send messaage.. etc. etc". I want to select them all and close them all. How can I do this? From the queue view, I can only see 15 msgs at once (I presume I can change this in the config somewhere, but haven't looked yet) and I don't see a way to "select all". I tried clicking on each box on the page to do bulk action but I get a very annoying dialog box telling me I've selected the check box for each one I click - this should be turned off, IMHO. Ideally, I'd like to do a search and close all tickets returned from the search. Can this be done? Thanks, R.

4 5

OTRS / Windows / PGP
by Nathan Campbell 15 Jul '08

15 Jul '08

Installation: --------------------- OTRS 2.2.6 Windows 2K3 MSSQL 2005 IIS 6.0 GNUPG 1.4.9 --------------------- I have had OTRS running in this environment successfully for 6 months (moved from a W2K3 / Apache / MySQL installation that ran for over a year). Now I would like to do PG though the OTRS interface as opposed to Thunderbird so we can have everything all in one environment. * Suffice to say, I have followed all of the documentation (GNUPG has been working for us as I said via Thunderbird, so the existing public and private keys are good) * I have updated the PATH environment variable in Windows to ensure that the HOMEDIR for GNUPG is set appropriately, the local pub and sec ring files on the OTRS server have been updated to include the .asc keys that I need. * I have entered the path to the bin as c:\gnupg\gpg.exe and updated the Crypt\PGP.pm file with this value as well. * I have entered the hex key value and password in the Admin\System\Crypt interface * I can manually decrypt the message via gpg on the server. Problem Description: ------------------------------- When in QueueView, OTRS displays an error on the "Crypt" header stating "gpg: No private key found to decrypt this message" and the body displays the encrypted message "--BEGIN PGP MESSAGE-etc..." There is nothing in the var\otrs.log file indicating a failure with the PGP modules so I am at an utter loss. Thank you! Nathan Campbell Systems Administrator Dallas Symphony Orchestra Morton H. Meyerson Symphony Center Schlegel Administrative Suites 2301 Flora Street Dallas, Texas 75201 "To entertain, inspire and change lives through musical excellence" Click Here To Buy Tickets <http://dallassymphony.com/Buy_Tickets.aspx>

1 0

Search for fields Servcie and SLA in CustomerTicketSearch.dtl
by Telley Stefan 15 Jul '08

15 Jul '08

Hi all, in our company we want to use OTRS for our customers and partners. Therefore the possibility with MultiCustomer is not useful. So we found out that we can solve it with Service and SLA. Now the problem is, that you cannot search for these fields in CustomerTicketSearch.dtl. I checked it in AgentTicketSearch and found this area:  <tr> <td width="50%" class="contenthead">$Text{"Service"}</td> <td width="50%" class="contenthead">$Text{"SLA"}</td> </tr> <tr> <td class="contentbody">$Data{"ServicesStrg"}</td> <td class="contentbody">$Data{"SLAsStrg"}</td> </tr>  But this is not working in Customer. If I remove , then I see the headers, but no data. If  Is there, then I don't see anything. Can anyone help me with this case? Thank you Greets Stefan

1 0

GenericAgent - Send no notifications
by Andrew Glossop 15 Jul '08

15 Jul '08

Hi, I'm new to OTRS. Apologies if this has been discussed before (yes I did Google it, but found nothing) When configuring a job in GenericAgent, one option is "Send no notifications". With an explanation, thankfully, of "Yes means, send no agent and customer notifications on changes. No means, send agent and customer notifications on changes." yes = no, don't send. no = yes, do send. that is going to be confusing to some people. I have no complaints about this. Just a suggestion to make this better: --> Send agent/customer notifications on changes: YES/NO I think that would be easier to understand, and not require a separate explanation. If this list isn't the right place for suggestions, please let me know. It's not a bug, so I didn't bugzilla it. :)

2 1

PostMasterMailbox.pl not retreiving mail
by Robin Bowes 15 Jul '08

15 Jul '08

Hi, A more specific question now... I can't get PostMasterMailbox.pl to retrieve mail from the cron job. If I run the script manually, it works fine. If I click on "Run Now" in the PostMaster Mail Account page, it also works. But, when run from the cronjob, nothing is retrieved. I can see the cronjob is running: Jul 14 00:53:01 rax crond[29489]: (otrs) CMD ($HOME/bin/PostMasterMailbox.pl >> /dev/null) Jul 14 00:54:01 rax crond[29500]: (otrs) CMD ($HOME/bin/PostMasterMailbox.pl >> /dev/null) But, it doesn't seem to do anything. Any ideas? R.

2 4

Theme Not Working
by Steve Rizkalla 14 Jul '08

14 Jul '08

Hi everyone, I've created a new theme and it isn't working. Here's what I did.... OTRS v2.2.7 on Redhat EL 5 fully updated cp -r /opt/otrs/Kernel/Output/HTML/Standard/* /opt/otrs/Kernel/Output/HTML/Helicos vi'ed the following two files to change the words COMPANY NAME and FOOTER to the company name. Made the change in mysql Selected the new theme within the admin tool Still don't see the theme. any thoughts on what I can check? I don't see much additional documentation on themes here. I tried both IE and Mozilla to no avail. Thanks! Steve

5 11

Different Customer Theme based on Group
by Harry Cruz 14 Jul '08

14 Jul '08

Hello you all! I'd like to select a different theme and also custom fields for different customers based on group information, that is, according to each company a customer belongs to, a different customer.pl should be displayed. Is there a way to do that? Thank you, Harry

1 0

Viewing All Agent Work Orders
by Scott Plough 14 Jul '08

14 Jul '08

I have 4 Agents in OTRS. Is there a way I can have all agents see all workorders and if one agent is off for the day have other agents do their workorders if they are locked. Scott

2 1

PostMaster Filter matching undefined values
by Ali, Mustaqil M 14 Jul '08

14 Jul '08

Hey all, So, I want to set up a mail rule along the lines of Match: "To" being "mail(a)domain.tld", X-OTRS-Queue not being set Set: X-OTRS-Queue: Queue::Example However, this rule only coming into play when X-OTRS-Queue is not set, is important otherwise these emails land in the wrong folder, or it overwrites the already set X-OTRS-Queue header in some emails. Any help on matching this undefined value? The regular expression support isn't so regular ;) I've attempted: /^$/, ^$, (^$), (/^$/), amongst other things, all to no avail. Also, attempting to submit the form without a value set whilst in the admin panel doesn't work. I'm using OTRS 2.1.4 on a Ubuntu based box, with a MySQL backend. Thanks in advance; -- Muz

1 0

ITSM - Parent/Child relationship
by David King 14 Jul '08

14 Jul '08

A newbie here.... with a general enquiry: Has anyone got the Parent/Child relationship working in such a way that when an update to the parent is made, an update will also complete automatically within the related children tickets. For example: When I close the Parent ticket, the related children will also be closed and updated with the final root cause, etc.... Regards, David King

1 0

Initial setup/configuration - any Overview/HowTo document?
by Robin Bowes 14 Jul '08

14 Jul '08

Hi, I'm evaluating OTRS for use as our primary ticketing system. You may have noticed from my previous emails that I've got a vanilla system up and running on a CentOS 5 box. I'm currently a little over-whelmed by the complexity of OTRS and am struggling to find a way in to work out how best to configure the system for our usage. I was wondering if there is some sort of post-install, best-practise setup/configuration guide? Something that takes a use-case and illustrates the various OTRS features? Let me describe my own particular use case... I work for a managed hosting company. We have many customers, and several technical support guys (agents?) who work 24/7 on a shift basis. Customers send support requests to support(a)example.com. We also have a monitoring system and email notifications of critical errors are sent to alerts(a)example.com. We also have our contacts in SugarCRM and would like to sync company/contact data from Sugar to OTRS So far, I've done a vanilla setup, and created a test mail address to receive new emails - otrc(a)example.com (this will eventually be replaced by support(a)example.com) Can anyone help me out here? Thanks, R.

1 0

Install error on CentOS5
by Robin Bowes 13 Jul '08

13 Jul '08

Hi, I did an install of otrs from RPM on a CentOS 5 box and it worked fine. I've just come to do another one and... it doesn't work fine! The install script completes, but when I login (with root@localhost/root) I get this output: Software error: junk ' Possible SubGroups - Core - Core::LinkObject - Core::Log - Core::PostMaster - Core::MIME-Viewer - Core::Package - Core::PDF - Core::Sendmail - Core::Session - Core::SpellChecker - Core::Time - Core::Web - Core::PostMaster - Core::Stats - Core::Stats::Graph - Crypt::PGP - Crypt::SMIME - Frontend::Agent - Frontend::Admin::ModuleRegistration - Frontend::Agent::ModuleRegistration - Frontend::Agent::ModuleNotify - Frontend::Agent::NavBarModule - Frontend::Agent::Preferences - Frontend::Agent::Stats - Frontend::Customer - Frontend::Customer::Auth - Frontend::Customer::ModuleNotify - Frontend::Customer::ModuleRegistration - Frontend::Customer::Preferences - Frontend::Public - Frontend::Public::ModuleRegistration String ' before XML element For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Any idea what's causing this? Thanks, R.

1 2

A question for the experts
by Don Roach 13 Jul '08

13 Jul '08

Does anyone know how to reset the root@localhost password when the key employee leaves the company? Thanks Donald Roach

3 2

Mail loops
by Lars Jørgensen 12 Jul '08

12 Jul '08

Hi. Sometimes it happens that we need to forward a ticket to an external service provider and sometimes they have some kind of auto responder set up saying "thanks for you mail, we'll get back to you whenever". This autoreply happens to strip all OTRS information from the mail so it will generate a new ticket in OTRS. OTRS then replies with "thanks for your mail, we've created a brand new ticket for you!" and then we have the loop. There's some loop detection in SysConfig but it is already enabled and I can't seem to configure anything in it. My solution so far has been to suspend the Postmaster POP3 and log in to the mail server with a Thunderbird client and delete all the "thank you" mail in the mailbox and then restart OTRS. Is there a smarter way of avoiding these loops? Can we disable auto-replies for mail not sent from our domain name? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

2 3

OTRS error
by Sivakumar ☺ 12 Jul '08

12 Jul '08

Hi, I intrageted OTRS with OPenldap. But i cannot able login, it shows failed, please find the log below, Jul 12 03:38:07 vistest OTRS-CGI-10[9886]: [Error][Kernel::System::Auth::LDAP::A uth][Line:248]: Search failed! base='cn=Manager,ou=People,dc=vistest,dc=com', fi lter='(memberUid=siva)', Success Also find my Config.pm file attached, Any help me ... Thanks Siva -- Thanks & Regards Sivakumar

2 1

Upgrade from 2.1.7 to 2.2.7
by my_hlam 11 Jul '08

11 Jul '08

I have some problems with utf8 after upgrade from 2.1.7 to 2.2.7. I have made all steps from readme files, restore db from dump and upgraded it (mysql db), but in my old tickets I have wrong characters, new ones looks fine. What could I missed?

1 0

Re: [otrs] Automatically sign in via LDAP
by Daniel Chen 11 Jul '08

11 Jul '08

>We have LDAP authentication of agents and customers. Is it possible to avoid the login dialog and log in the agents and customers based on their current Windows credentials? I want to know this too. On Apache level we can use ntlm to achieve that, and on OS level we can use kerbros+LDAP to enable Linux using Windows credential. How can we do this in OTRS? Daniel

1 0

Re: [otrs] Automatically sign in via LDAP
by Daniel Chen 11 Jul '08

11 Jul '08

>We have LDAP authentication of agents and customers. Is it possible to avoid the login dialog and log in the agents and customers based on their current Windows credentials? I want to know this too. On Apache level we can use ntlm to achieve that, and on OS level we can use kerbros+LDAP to enable Linux using Windows credential. How can we do this in OTRS? Daniel

1 0

Re: [otrs] Automatically sign in via LDAP (Lars J?rgensen)
by Daniel Chen 11 Jul '08

11 Jul '08

>We have LDAP authentication of agents and customers. Is it possible to avoid the login dialog and log in the agents and customers based on their current Windows credentials? I want to know this too. On Apache level we can use ntlm to achieve that, and on OS level we can use kerbros+LDAP to enable Linux using Windows credential. How can we do this in OTRS? Daniel

1 0

retaining html formatting for incoming tickets created via email
by Sean Diggins 11 Jul '08

11 Jul '08

Hi all, I presume this has been asked many times previously, but my searches have been fruitless. We have a privately hosted (intranet) OTRS and would like to keep html formatting intact for tickets created by email, due to our user's extensive use of inline screenshots. The only setting I've found which seems related is turning off the PostmasterAutoHTML2text, but this didn't work. Any suggestions? Thanks, Diggo

5 6

Installing OTRS on a Hosting Service
by Harry Cruz 11 Jul '08

11 Jul '08

Hello, you all! I'd like to have OTRS installed on a perl-enabled hosting service... The point is, there are Cron jobs which need to be performed... but my host won't allow me to move around with server configurations.... How could I proceed? Which host would you recommend? Thanks for any cooperation, Harry Brazil

2 2

Automatically sign in via LDAP
by Lars Jørgensen 11 Jul '08

11 Jul '08

Hi. We have LDAP authentication of agents and customers. Is it possible to avoid the login dialog and log in the agents and customers based on their current Windows credentials? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

1 0

Ticket status depending on reply
by Lars Jørgensen 11 Jul '08

11 Jul '08

Hi. Is it possible to set a ticket status depending on the reply chosen by the agent? We have a reply called "answer and close ticket" that includes a standard passage about the closure of the ticket. Selecting this reply, the agent still has to remember to set the status of the ticket to "closed" which I have a hard time explaining to them :-) -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

1 0

Show locked ticket in My Queue
by Ann Lee 11 Jul '08

11 Jul '08

Hi, Is it possible to show locked ticket in My Queue? When i locked the ticket, it shows nothing in My Queue eventhough i'm the owner of the ticket. Or My Queue is used to show tickets that are unlocked only? Regards Ann

2 1

Show Locked Ticket in My Queue
by Ann Lee 11 Jul '08

11 Jul '08

Hi, Is it possible to show locked ticket in My Queue? When i locked the ticket, it shows nothing in My Queue eventhough i'm the owner of the ticket. Or My Queue is used to show tickets that are unlocked only? Regards Ann

1 0

Automatic Customer ID
by Hooman Mesgary 10 Jul '08

10 Jul '08

Hi, How can I set the customer Id automatically? Regards, -Hooman -- http://mesgary.com

2 4

Default Agent for Queue
by Hooman Mesgary 10 Jul '08

10 Jul '08

Hi, How can I set a default agent for a queue? I mean when a new ticket is created in queue Q or a ticket moved to queue Q, it automatically assigned to agent A. Regards, -Hooman -- http://mesgary.com

3 4

Correct way to move from 2.0.x to 2.2.7 on new hardware/server?
by Andrew Stesin 10 Jul '08

10 Jul '08

Dear collegues, we are running OTRS 2.0.x in production on FreeBSD 6.x + apache 1.x. Now we need to secure some minimal (in order of minutes) interruption of service while moving to 2.2.7. Here below is my step-by-step plan to achieve this; what I'd like to ask you is your comments, additions and suggestions - is the plan correct? what are my mistakes? is it suboptimal, maybe? Thanks in advanse. 1. Install new hardware server, install and configure FreeBSD 7-STABLE (as of today) on it. Install up to date ports and packages. (this has been DONE). 2. Install up to date Perl, Apache 2.x and MySQL 5.x on a new system (this is in progress now). Install OTRS 2.2.7 but skip initalization of the database (is it correct?) 3. Run ~otrs/scripts/backup.pl -d /var/tmp -c bzip2 -t fullbackup on an old 2.0.x system. This should give a complete packed copy of an old installation. Problem #1. bash-2.05b# time ./backup.pl -d /var/tmp -c bzip2 -t fullbackup Backup /var/tmp/2008-07-04_11-58/Config.tar.gz ... tar: Kernel/Config/GenericAgen*.pm: Cannot stat: No such file or directory ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ ????? tar: Error exit delayed from previous errors. failed Backup /var/tmp/2008-07-04_11-58/Application.tar.gz ... ^Cfailed ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ went asleep, probably forever Dump MySQL rdbms ... done Compress SQL-file... done real 25m30.840s user 15m11.339s sys 0m32.480s bash-2.05b# What I'm doing wrong? Or do I need to stop apache before running ./backup.pl ? 4. Suppose I got a correct nice backup of the 2.0.x install. Ok now I copy the backup to a new system and run restore but database only (BTW how do I do this, namely - restore database without overwriting everything else? Or maybe it's better to restore full backup first, and install 2.2.7 over it then? 5. Ok this way or that, but I have a copy of old DB and config on a new system, but with 2.2.7 code. Now I run conversion scripts 2.0-to-2.1, 2.1-to-2.2. Voila? Will I have a ready new OTRS 2.2.7 system with all my data preserved at this moment? Thank you for your time and help! WBR, Andrew

2 1

Automatic creation of tickets for reccurring maintenance tasks
by Charaoui, Jerome 10 Jul '08

10 Jul '08

Hello, I'm wondering if OTRS supports creating pre-defined tickets automatically at certain intervals of time. For example, let's say someone should check the logs of some server every week, a ticket would be created automatically every Monday for this task. I've read about the Generic Agent, but it didn't see anywhere that it could also create tickets. Thanks, -- Jérôme Charaoui <jcharaoui(a)cmaisonneuve.qc.ca> Service informatique - Collège de Maisonneuve

3 2

IMAP in 2.3 beta 4
by Igor Bilis 10 Jul '08

10 Jul '08

I've successfully gotten emails with IMAP set up but only if I click on Run in the set up. How do I make it fetch the emails via IMAP automatically or right away without having to click run every time? I'm running OTRS on windows XP host. Thanks, Igor

2 1

SystemMonitoring - Multiple systems?
by Jason B. Loven 08 Jul '08

08 Jul '08

Can the SystemMonitoring module handle multiple different external systems? We receive tickets from several different outside ticketing/trouble systems and I'd like to be able to handle them automatically. Looking at the SystemMonitoring plugin it appears it can only handle one outside system? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com <blocked::mailto:jloven@cainetserv.com> Web: http://www.cainetserv.com/ <blocked::http://www.cainetserv.com/>

1 0

OTRS SLA Reporting
by Alistair McGlinchy 08 Jul '08

08 Jul '08

Hi, I have recently started using OTRS and can quickly generate a report showing how many tickets were in each SLA. However I can't see how to separate them in to which ones passed or failed the SLA. If that isn't possible is it possible to get average and maximum ticket duration times (close time - open time). Any clues would be gratefully appreciated. Cheers Alistair

2 1

OTRS with Oracle
by amir younas 08 Jul '08

08 Jul '08

Dear Sir, I have configured the OTRS with Oracle and it's working fine. But when I am adding ITSM packages for Config Item then sample data for Config Item is not adding in database. But if i add these pakcages using MYSQL database sample data is added in MYsql db. Sir, Please advise me why is this behavior is with oracle. I am using 2.2.7 version with ITSM 1.1.2. Your immediate help is highly appreciated. Thanks. Best Regards, Amir _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/

2 1

Malchow, Sören is out of the office.
by Sören Malchow 08 Jul '08

08 Jul '08

I will be out of the office starting 08.07.2008 and will not return until 28.07.2008. Please contact Guenther Kreuzpaintner ( guenther.kreuzpaintner(a)interone.de ) instead

1 0

roles : super-administrator and sub-administrators ?
by Pierrik Le Guennec 08 Jul '08

08 Jul '08

We want to divide, by services, OTRS gestion and responsability. I tried to apply administrator role to an user : it becomes administrator for all files, groups, users, etc... Is it possible to define a role as a restricted administrator, for a part of files, groups, users... ? By default, there is "Coordinator" : something in config files ?

1 0

Service/SLA For Everyone.
by Go Wow 07 Jul '08

07 Jul '08

Hi I would like to implement the Service/SLA feature of OTRS for all the users. I don't have a customer database because we don't give access of customers interface to them. I want to implement this feature for everyone and not just for the emaill address which are in my customer database, how do I do it. I was searching the SysConfig but couldn't find any such option there. can someone point out this setting please. Thanks your support is apprechiated. Regards Misbah

1 0

Upgrade from 2.1.4 to 2.3 beta4
by Igor Bilis 07 Jul '08

07 Jul '08

Has anyone been able to upgrade OTRS 2.1.4 to 2.3 beta 4? I'm running OTRS on Windows XP with MySQL. I have tried to do the upgrade all last week and have been unsuccessful because the database were not in tune with each other. Does anyone have a step by step on how to transfer all info in 2.1.4 to 2.3 beta 4 in windows XP? Any help would be greatly appreciated!

2 1

Ticket Owner
by Hooman Mesgary 07 Jul '08

07 Jul '08

Hi, When a customer add a new ticket, the system set the owner to 'root@localhost'. what should I do to change it to the customer? I mean: I want otrs set the owner of every ticket to the customer who made that ticket, not the root@localhost. Regards, -Hooman -- http://mesgary.com

1 0

Setting the owner
by Hooman Mesgary 07 Jul '08

07 Jul '08

Hi, When a customer add a new ticket, the system set the owner to ' root@localhost' <'root@localhost'>. what should I do to change it to the customer? I mean: I want otrs set the owner of every ticket to the customer who made that ticket, not the root@localhost. Regards, -Hooman -- http://mesgary.com

2 1

Re: [otrs] Format of ticket responses
by Richard Cross 07 Jul '08

07 Jul '08

>> And, finally, a related question: is there a list of all the >> template >> variables (e.g. <OTRS_CUSTOMER_REALNAME>)? I am particularly >> interested >> in finding an equivalent of <OTRS_CUSTOMER_REALNAME> that displays >> just >> the first name of the person who emails the OTRS system. > > Look here: > > http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemIDp > I think the link above is broken. "p" doesn't look like a valid ItemID and all I get is the main FAQ page. I already looked in the FAQ, but searches on "variables", "user variables", "response", "responses" turned up no useful articles at all. Can you at least give me a search term I should try?

3 2

Ticket ACL CloseParentAfterClosedChilds
by CARNINO Daniele 07 Jul '08

07 Jul '08

Hello all, I'm very interested in using ACL CloseParentAfterClosedChilds, but when I enable the ACL by putting the following lines in my Config.pm file: $Self->{'Ticket::Acl::Module'}->{'1-Ticket::Acl::Module'} = { 'State' => [ 'closed succesful', 'closed unsuccesful', ], 'Module' => 'Kernel::System::Ticket::Acl::CloseParentAfterClosedChilds' }; I always get back this error: Can't locate object method "LinkList" via package "Kernel::System::LinkObject" at /opt/otrs//Kernel/System/Ticket/Acl/CloseParentAfterClosedChilds.pm line 67. I'm running OTRS 2.2.7 and i use latest version (1.9) of CloseParentAfterClosedChilds.pm Any idea? Why a double slash after /opt/otrs in the error? It is normal? I have: $Self->{Home} = '/opt/otrs' In my Config.pm Cheers, d.

3 4

Function not implemented error
by Dez Accid 04 Jul '08

04 Jul '08

Hi all, we've been using OTRS successfully for several years with virtually no problems. Earlier in the week, we've upgraded our server to FreeBSD 7.0 and installed OTRS 2.2.5 from self-built packages on it. The new OTRS setup was working fine for several days, but now something happened and it just returns an error when accessing it: ------- Function not implemented at /usr/local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 83, <PRODUCT> line 4. ----- There has been no changes to the server since OTRS was setup and so I'm really puzzled as to what is causing this problem. Has anyone seen anything like this before or have any suggestions where to look? Many thanks! -- Dez Accid

1 0

Moving from 2.2.4 to 2.2.7
by Brian Lang 04 Jul '08

04 Jul '08

Are there any database implications in moving from OTRS 2.2.4 to OTRS 2.2.7? Can I simply export the database on one system and import it on another? If so, > Is there a published method to export the (MySQL) database using phpMyAdmin? > Is there a published method to import the (MySQL) database using phpMyAdmin? Thanks, Brian

2 1

Notifications in OTRS
by Alex 04 Jul '08

04 Jul '08

Hi guys I need help. I tried to set notifications for new tickets in 2.2.5 version by different ways, but without any result. I can see notification only in OTRS and have not got them for my mail. May be somebody could help me ?

2 1

Upgrading from 2.2.5 to 2.2.7 - disaster the first time
by Randy Garland 03 Jul '08

03 Jul '08

Hello! We are running 2.2.5 on Win Server 2003. Problem: When we get certain kinds of spam, the POP3 functionality of the database gags on the spam, and email stops flowing from our email server to OTRS. It appears that this problem is solved in 2.2.7 after having read the release notes. I also looked at a couple of listings about others doing minor upgrades. I tried to go from 2.2.5 to 2.2.7 and ended up with a five hour recovery effort of my entire server, having blown the db away. Can someone give me the exact steps, on a Win platform, to upgrade from 2.2.5 to 2.2.7? NOTES: When I tried before, I had to turn off not only OTRS but also MySQL and Apache. I did that, and my database was over-written. No backup (argh.) I could back up the db with MySQL, run 2.2.7, and then replace the data, but isn't there an easier/safer way??? Help would be much appreciated. Thanks, Randy Garland

1 0

Customer Users <-> Company
by Greg Smith 03 Jul '08

03 Jul '08

How do I assign customer users to a company? -- Greg Smith 617 299 4576

2 1

Companies / Customers Question
by Greg Smith 03 Jul '08

03 Jul '08

How do I assign customer users to a company? -- Greg Smith 617 299 4576

2 2

over 1 MB attachment missing
by nitin joshi 03 Jul '08

03 Jul '08

Dear All, I am using OTRS 2.2.4 and i am new user to to this application. I am not able to receive attachment which have more than 1 MB size. Please guide me to exceed this limit.

2 2

Calendar
by Javier Sarmiento 02 Jul '08

02 Jul '08

I can´t see calendar on applicattion install menú. Otrs is installed with apt on debian Etch. Anyone as solved the same problem?

1 0

Customer queue rights
by Yasir M. Arsanukaev 02 Jul '08

02 Jul '08

>> Hello people ! >> >> I have different queues, some of them belong to 'users' group and thus >> only agents can write to these queues and some which belong to >> 'customers' group to which both agents and customers can write their >> tickets via customer.pl. >> >> By default customers fall into 'customers' group so they can only write >> to the queues belonging to that group. >> >> The problem is that when a customer writes to one of the queues which >> belongs to 'customers' group and the ticket is then moved to one of the >> 'users' group the ticket disappears from 'My Tickets' list and (s)he can >> no longer see it's status or any other information relating to it. >> Moreover when one tries to follow a link in an email notify message (one >> that sent when a message's moved to other queue) to see the ticket e.g. >> http://example.com/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=1204 >> <http://example.com/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=1204> OTRS >> says: > > I am not sure which version you are using, if you have customer group > support activated, you can just assign the customer users ro privileges > to these other groups, and they will be able to read these tickets. They > will not be able to update them unitl the tickets are in a rw queue, > like customers, but they will be able to see them. I'm using version 2.2.6 with LDAP authentication and I have CustomerGroupSupport enabled. Customers fall into 'customers' group by default because CustomerGroupAlwaysGroups is set to 'customers'. I've noticed there's UserSyncLDAPGroupsDefination config parameter which can help to automatically give rights to users. Is there anything I can use to automatically give/sync permissions to customers ?

1 0

Re: [otrs] LDAP - Config.pm Problem
by Helisandro Luiz Krepel Pereira 02 Jul '08

02 Jul '08

2008/7/2 Helisandro Luiz Krepel Pereira <helisandro.pereira(a)auspex.com.br>: > Hi Everyone. > > I tried to enable the LDAP Authentication on otrs (2.1.7). But when I > changed the /Kernel/Config.pm I received the message: > > Error: Access denied for user 'otrs'@'localhost' (using password: NO) > > ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 2 17:47:19 2008 > > Message: Access denied for user 'otrs'@'localhost' (using password: NO) > > Traceback (32194): > Module: Kernel::System::DB::new (v1.57) Line: 172 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 145 > Module: > ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler > (v) Line: 47 > Module: (eval) (v1.81) Line: 203 > Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 > Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 > Module: ModPerl::Registry::handler (v1.99) Line: 30 > > I don't know what I need to do to fix this. > > Thanks for all. > > PS: Sorry my terrible English > -- > Helisandro Pereira -- Helisandro Pereira

2 1

Errors in send email
by my_hlam 02 Jul '08

02 Jul '08

If I'm create ticket and type email address by hand (phone ticket), and try to write email from otrs I always get error message: Can't send to: mail@domen! Enable debug for more info! How could it be repared?

1 0

OTRS Link side-Bar
by Guyard Marc NIS 02 Jul '08

02 Jul '08

HI, I'm just update my otrs to 2.2.7 and ITSM to 1.1.2 Since this update, the link side-bar don't appear on a linked ticket. Do you know why ? Thanks by advance. Cordialement, Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com Network Integration Services, 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com

2 1

Tickets visibility
by Арсанукаев Ясир Маликович 02 Jul '08

02 Jul '08

Hello people ! I have different queues, some of them belong to 'users' group and thus only agents can write to these queues and some which belong to 'customers' group to which both agents and customers can write their tickets via customer.pl. By default customers fall into 'customers' group so they can only write to the queues belonging to that group. The problem is that when a customer writes to one of the queues which belongs to 'customers' group and the ticket is then moved to one of the 'users' group the ticket disappears from 'My Tickets' list and (s)he can no longer see it's status or any other information relating to it. Moreover when one tries to follow a link in an email notify message (one that sent when a message's moved to other queue) to see the ticket e.g. http://example.com/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=1204 OTRS says: No rights! Message: No access! Back Nonetheless (s)he is able to see the ticket again when it's moved back to the original ('customers') queue or to one of the others in 'customers' group. I'd like tickets created by customers remain seen in 'My Tickets' list wherever they moved. I haven't found anything helpful in Admin Manual, configs or faq.otrs.org. Can I make use of such a feature OOTB or I should dig in sources ? Thank you for support.

2 1

Need to filter the Customer's New Ticket To: drop down list
by Tina Kerr 02 Jul '08

02 Jul '08

The SysConfig parameter, CustomerPanelOwnSelection, allows you to define the Queues, which the customer can select in the Customer-Interface. But is there a way to filter the drop down based on the customer's log in and what queues and groups they are associated to? 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

report count ticket per person for time period
by Milan Koudelka - Internet Mall 02 Jul '08

02 Jul '08

Hello people, I have OTRS 2.2.6 <http://otrs.org/> installed. We want to know how many tickets somebody resolved. We used search with time period for it, but now we are on limit 2000 tickets and I know that it's limit for searching in OTRS. Is there another way how to report count of resolved tickets for time period for each user ? Thank you very much. <http://otrs.org/> -- Milan Koudelka Linux & Network Administrator Internet Mall, a.s. Internet Mall - obchody, které si oblíbíte. http://www.MALL.cz

3 2

Add new header into headers list on PostMaster Filter
by Mykola Dzham 02 Jul '08

02 Jul '08

Hi! I want to filter incoming mails and check 'Content-Type' header. 'Content-Type' header not found in standart headers list PostMaster Filter create/edit page. I added this field into 'PostmasterX-Header' config option and in file Kernel/Config/Files/Ticket.xml into section <ConfigItem Name="PostmasterX-Header" Required="1" Valid="1"> After this changed header 'Content-Type' found now on Filter create/edit page, but filter not working. How to correctly add new header int PostMaster Filter? -- Mykola Dzham, LEFT-(UANIC|RIPE) JID: levsha(a)jabber.net.ua

2 2

Ticket Escalation and Notification Mails
by Henry 02 Jul '08

02 Jul '08

Hi All, I have a question with escalation. This is my settings for one queue: *First Response Time: 1440 (24h) **Update Time: 2880 (48h) **Solution Time: 4320 (72h) *The system open a ticket on 01.07.2008 22:36:39 and the times are showing as below *First Response Time:* 43 hours 20 minutes 03.07.2008 19:00 *Update Time:* 137 hours 20 minutes 07.07.2008 17:00 *Solution Time:* 183 hours 20 minutes 09.07.2008 15:00 Its completely wrong! Anyone have some tip? Another question: My notifications are send with problems of language charset, but when i try change utf-8 to iso-8859-1 in Core (in web administration)*, *the system dont update this setting... I appreciated any tip about this 2 questions. Thanks a Lot Daniel

3 2

manually Email Response doubled
by Tan D. Nguyen 02 Jul '08

02 Jul '08

Hi, I have a porblem with OTRS 2.2.5. When I wrote a mail back to customer it also sends my systemaddress. On the interface there is no other address except the customer. Can somebody tell me whats wrong? I am using sendmail. In OTRS the log says only sent to customer in maillog you can see there is the customer email and the email of your group. Thanks, Tan

1 0

rpc-create ticket
by Egor Tsilenko 01 Jul '08

01 Jul '08

Hello community! I have an idea to create ticket in OTRS from other system using RPC. I've only found /opt/otrs/bin/cgi-bin/rpc.pl and /opt/otrs/scripts/rpc-example.pl Does anyone have already realized such thing like creating a ticket via RPC? Any docs, rtfm's or working scripts? Thanks in advance. -- MoiKrug - ??????? ???? <http://bg8s.moikrug.ru/?from=userlink>??????? ???? <http://bg8s.moikrug.ru/?from=userlink>

2 2

MSSQL
by Chad Pritchett 01 Jul '08

01 Jul '08

What's the preferred method for getting an install going with an MS SQL server? I've been going off a few different sources but nothing that looks official, so what actually works? The problem I'm running in to now is that I've run the scripts on the SQL server to setup the database and have changed the Config.pm file to point to the ms sql server (i've verified the connection works with isql). But, when I try to log in, I'm getting a "Software error: Can't call method "fetchrow_array" on an undefined value at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 624." Thanks, -- Chad

1 0

using ruby for xmlrpc
by Chris Williams 30 Jun '08

30 Jun '08

Hi, I was wondering if anyone has successfully used the rpc calls for otrs with either ruby's xmlrpc4r or soap4r libraries? If so, any sample code would be a big help. Thanks in advance, Chris

2 1

Attachement in Mails
by vimal pillai 30 Jun '08

30 Jun '08

Hi, Mails with attachement other than word document is not coming to OTRS mailbox. mail with screenshot as attachements is not coming to OTRS.If he needs to send the screenshots ,he need to first copy it in word document and then attach the word document and should send.How can i solve this problem?Also mails containing data in table format is also dispalyed in awkward format.Can anyone help me in solving this problem.? regards, vimal.P

1 0

the default for root@localhost?
by Mika Chu 29 Jun '08

29 Jun '08

4 3

external customer backend with filter
by Markus Nagel 27 Jun '08

27 Jun '08

Hi all, I've figured out how to set up an external DB Backend for customer users. It shall just have the function of a kind of address book, these customers shall not be able to login. The external backend also is a MySQL-database on the same mashine. What I'd like to do is filtering the amount of addresses in this address book, let's say there exists a field called "access" in the external database table and public addresses do have the entry "group" or "all", how do I configure otrs to only show those entries with "group" or "all" in the field "access". Which "key" do I use and which value should it have? Something like CustomerUserValidFilter for LDAP-Backends perhaps? Thanks in advance for your suggestions. Sincerely

1 0

Ticket view html
by Javier Sarmiento 27 Jun '08

27 Jun '08

Hi all, i´m finding the form to view new tickets in html format , but i have not reached items to configure it on sysconfig. Thanks in advance....

1 0

Set default ticket state for queue
by Greg Smith 27 Jun '08

27 Jun '08

Can you set the default ticket state on a per-queue basis? -- Greg Smith 617 299 4576

2 2

Otrs tickets view
by Javier Sarmiento 27 Jun '08

27 Jun '08

Hi all, i´m finding the form to view new tickets in html format , but i have not reached items to configure it on sysconfig. Thanks in advance....

1 0

2.3 on MSSQL
by Chad Pritchett 27 Jun '08

27 Jun '08

I'm trying to get an new install of 2.3 running with a MS SQL 2005 database. I've got the database connections working, and I've run the ms sql scripts to setup the otrs database on the sql server. When I try and login, I'm getting this: Software error: Can't call method "fetchrow_array" on an undefined value at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 624. Any ideas? Thanks, Chad -- Chad Pritchett Microcomputer Repair Technician Murray State University Helpdesk and User Services Center v: (270) 809-3908 f: (270) 809-3676 chad.pritchett(a)murraystate.edu For Helpdesk Support Please Call (270) 809-2346

1 0

2.3 on MSSQL
by Chad Pritchett 27 Jun '08

27 Jun '08

Hello, I'm trying to get an new install of 2.3 running with a MS SQL 2005 database. I've got the database connections working, and I've run the ms sql scripts to setup the otrs database on the sql server. When I try and login, I'm getting this: Software error: Can't call method "fetchrow_array" on an undefined value at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 624. Any ideas? Thanks, Chad

1 0

Attachement Problem while sending mail
by vimal pillai 27 Jun '08

27 Jun '08

Hi, Mails with attachement other than word document is not coming to OTRS mailbox. mail with screenshot as attachements is not coming to OTRS.If he needs to send the screenshots ,he need to first copy it in word document and then attach the word document and should send.How can i solve this problem?Also mails containing data in table format is also dispalyed in awkward format.Can anyone help me in solving this problem.?

1 0

OTRS Link side-Bar
by Guyard Marc NIS 27 Jun '08

27 Jun '08

HI, I'm just update my otrs to 2.2.7 and ITSM to 1.1.2 Since this update, the link side-bar don't appear on a linked ticket. Do you know why ? Thanks by advance. Cordialement, Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com Network Integration Services, 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com

1 0

How to ignore "Autoreply: I'm on holiday!"
by Lars Jørgensen 27 Jun '08

27 Jun '08

Hi. Is there a prescribed way of ignoring these messages from our customers? When we close a ticket, it often gets reopened by their auto-responders. I only want to ignore them if the ticket is actually closed. -- Lars

2 4

Default install of OTRS + LDAP auth WITH mod_perl major performance issues
by Nielson, Adam 27 Jun '08

27 Jun '08

Ok, I have a fresh Redhat ES 5 server box. I have OTRS 2.2.5 and im trying to use ITSM. I have only set up LDAP authentication, and made sure mod perl is running. The server does nothing else. When I go to do something like the Admin section, then Packages, it takes WAY too long or times out. I go to the OTRS demo site and its lightening fast. What could possibility be wrong? I am going to try to upgrade the latest of everything, I just cant understand how the site could run SO horrible when there no data in it. Redhat ES 5 with all patches. OTRS 2.2.5 2 GB RAM, plenty of CPU, etc, etc MySQL latest Apache 2 latest ANY thoughts?

3 2

SystemMonitoring plugin with multiple nagios services
by Jose Manuel Ferrer Mosteiro 27 Jun '08

27 Jun '08

Hello I has installed SystemMonitor plugin. I know how to run it with a nagios server but ... can SystemMonitor plugin receive messages from different nagios servers and queuing on different queues? Thank you

3 7

HTTPBasicAuth ?
by Sam Ami 27 Jun '08

27 Jun '08

hi all how does one setup basic HTTPBasicAuth for agents ? i'm still not sure after looking at the documentation at http://doc.otrs.org/2.2/en/html/x1641.html#configuration-agent-auth-backend… i'm not following !

1 0

Re: [otrs] Undelivered Mail Returned to Sender
by Mike Dent 26 Jun '08

26 Jun '08

Did my email make it to the list??? I got this back?? thanks Mike 2008/6/26 Mail Delivery System <MAILER-DAEMON(a)otrs.org>: > This is the Postfix program at host lusen.otrs.org. > > I'm sorry to have to inform you that your message could not > be delivered to one or more recipients. It's attached below. > > For further assistance, please send mail to <postmaster> > > If you do so, please include this problem report. You can > delete your own text from the attached returned message. > > The Postfix program > > <otrs-otrs(a)lusen.otrs.org>: mail forwarding loop for otrs-otrs(a)lusen.otrs.org > > Final-Recipient: rfc822; otrs-otrs(a)lusen.otrs.org > Action: failed > Status: 5.0.0 > Diagnostic-Code: X-Postfix; mail forwarding loop for otrs-otrs(a)lusen.otrs.org > > > ---------- Forwarded message ---------- > From: "Mike Dent" <mcdent(a)gmail.com> > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Date: Thu, 26 Jun 2008 14:39:49 +0100 > Subject: [otrs] Mobile theme for OTRS? > Hi, > does there exist a nice mobile theme for OTRS? I can access fine from > my Blackberry but the web pages are not very well optimised for the > small > screen, 320x240. > > thanks > Mike > _______________________________________________ > 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 > Support or consulting for your OTRS system? > => http://www.otrs.com/ > >

2 1

"You have 1 new message !" warning
by Laurent Minost 26 Jun '08

26 Jun '08

Hi, Does anyone know what is the action to do on a ticket to avoid having continuously the message displayed "You have 1 new mlessage !" under the Agent frontend please ? It does not seem to disappear by it self even after zooming/read the last ticket followup ... Why ? Is there any configuration directive for this behaviour please ? Thks. Best regards, Laurent MINOST

4 5

Mobile theme for OTRS?
by Mike Dent 26 Jun '08

26 Jun '08

Hi, does there exist a nice mobile theme for OTRS? I can access fine from my Blackberry but the web pages are not very well optimised for the small screen, 320x240. thanks Mike

1 0

Agent Notifications
by Brandon Friedman 26 Jun '08

26 Jun '08

Hi New to OTRS - I have the system setup and running. The only problem I have is that agents are not recieving email notifications if the ticket ownership is assigned to them?Is this feature turn off by default? How do i enable it? Also just of that subject - the Company Info? What is that used for? -- Regards, Brandon Friedman brandon(a)custom-cut.co.za Mobile: 083 408 7840 Tel: 0861234561 Fax: +27 (0)11 388 5433 Disclaimer: http://www.custom-cut.co.za/index.php?option=com_content&task=view&id=12&It…

2 1

Format of ticket responses
by Richard Cross 26 Jun '08

26 Jun '08

Whenever I respond to a ticket (e.g. with an empty reponse) it always includes the ">"-prefixed text of the previous email into the system, and I can't find a way to exclude this, other than deleting it manually. Also, the format of responses appears to be: salutation, quoted text, signature; to me, it looks slightly odd to respond to someone, then include nearly a hundred lines of text from previous emails before finally signing my name. However, maybe it's me who is wrong so, before I start hacking around with these responses, I'd like to know: 1. If there's a good reason for the default format (i.e. some email protocol standard I wasn't aware of or that it is vital to the way any returning emails are interpreted by OTRS) 2. Is there a way to remove the ">"-prefixed text from the response (besides deleting it manually) and is this advisable/inadvisable And, finally, a related question: is there a list of all the template variables (e.g. <OTRS_CUSTOMER_REALNAME>)? I am particularly interested in finding an equivalent of <OTRS_CUSTOMER_REALNAME> that displays just the first name of the person who emails the OTRS system. Thanks Richard Cross.

2 1

Access Denied - Customer User
by Dale Shaw 26 Jun '08

26 Jun '08

Hi I have a few clients where I receive calls from my Customer Users and its working fine. Each Customer User is linked to a Customer Company. However, when a user logs in via Customer.PL they can only access their own tickets. If they try to access other users tickets they get an Access Denied which is OK except for super users at the Customer that want to see all ticket details. I have tried enabling the Customer Group support and that didnt seem to do what I wanted. I have tried adding the second CustomerIDs field that was mentioned somewhere (to give them access to multiple Customers) and that did not seem to work either. Its OTRS 2.2.6 I know its going to be something little that I am missing but I just cannot see it. Many thanks for your help Dale Shaw Auckland, New Zealand

2 1

Help , Error ticket ID
by Matias N. Sliafertas 26 Jun '08

26 Jun '08

Hi everybody, I am taking an error in the page of the customer , when I create a new ticket gives me the following error, someone can help me? Thank you ********************************************************* ************************************************************************** Error: Need TicketID! Comentario: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Fri Apr 18 10:42:33 2008 Message: Need TicketID! Traceback (8811): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147.2.2) Line: 83 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.24.2.1) Line: 318 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20.2.1) Line: 705 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.37) Line: 47 ******************************************************************** ************************************************************************** -- ----------------------------------------------------------- ----------------------------------------------------------- Matias N. Sliafertas

2 1

SSO
by Sam Ami 25 Jun '08

25 Jun '08

Hi All If anyone is aware of a recent howto SSO for OTRS, please let me know. I'm aware that apache 2 comes with "mod-auth-kerb" which can be used for SSO but i can't find any documentation specific about setting up OTRS any help would be appreciated

1 0

How can I select more than 28 tickets for bulk action?
by David Baratech 25 Jun '08

25 Jun '08

Hi all! I have been reading the whole OTRS manual, and I found some tips. For example in my queue view now I can view more than 25 tickets (actually I see 100 tickets). However, I'm not able to select the whole tickets for bulk action; When I try it, I only get 28 selected tickets in the bulk action screen, and not the hundred I tried. Does anyone knows wich filed must I modify in order to select all available tickets for bulk action?, and then in the bulk action screen be able to see all these previous selected tickets ready for a bulk action? Thank you and best regards! -- David

3 6

Agent Notifications
by Laurent Minost 25 Jun '08

25 Jun '08

Hi, Is there any way to have all agent being notified and NOT ONLY the owner of the ticket when this one does an action on it (a reply to the customer eg.) ? Thanks by advance, Best regards, Laurent MINOST

1 0

Subject without Ticketnumber (TicketSubjectClean)
by Markus Nagel 25 Jun '08

25 Jun '08

Hello all, by searching a solution for building subjects in answers without Ticketnumbers, I found a sub called TicketSubjectClean. I'm not really fit in perl, but as far as I understand the code, it cleans out the Ticketnumber from the subject. Does anybody know where to activate this param? I'm using otrs 2.2.6 with ITSM 1.0.6 Thanks in advance

1 0

Re: [otrs] SystemMonitoring plugin with multiple nagios services
by Klaus Bruno 25 Jun '08

25 Jun '08

Hi Lars Exactly. The SystemMonitoring Postmaster Filter is (afaik) executed before any other postmaster filter. If you set the FromAddressRegExp with the names of your Nagios servers, the package will be executed and the values are parsed. After that you have to define some "normal" postMaster filters like: Match Header nagios(a)server1.com (and other header options you like) set: X-OTRS-Service, X-OTRS-Queue etc. With this, you can define on which Nagios server, which host or service is dropping a ticket in which queue with which priority and all oter stuff you need. It is in fact a very satisfying solution! regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jose Manuel Ferrer Mosteiro Sent: Wednesday, June 25, 2008 11:46 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] SystemMonitoring plugin with multiple nagios services You mean that the value of FromAddressRegExp is something like "nagios\@server1\.com|nagios\@server2\. org". Then create filters to send tickets to the queues. That's right? Klaus Bruno escribió: > Hi Lars > > it does it by design. > If you look at the config options in SystemMonitoring (Core::PostMaster) then you will see that the Key CloseTicketRegExp is (hopefuly) set to OK|UP. These messages are sent by Nagios if the problem is solved. > > Perhaps you dont have modified FromAddressRegExp yet to identifiy your Nagios server? > > regards, > Bruno > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen > Sent: Tuesday, June 24, 2008 3:19 PM > To: 'User questions and discussions about OTRS.org' > Subject: Re: [otrs] SystemMonitoring plugin with multiple nagios services > > hi Klaus, > > >> I have three nagios servers which genereates tickets in >> different queues based on the From and Body of the messages and set X-OTRS-Queue and >> X-OTRS-CustomerNo >> > > Have you found a way to close tickets when Nagios sends recovery notifications? > > > -- > Lars > _______________________________________________ > 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 > Support or consulting for your OTRS system? > =tp://www.otrs.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 > Support or consulting for your OTRS system? > =tp://www.otrs.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 Support or consulting for your OTRS system? =http://www.otrs.com/

1 0

SLA Reporting in OTRS
by Alistair McGlinchy 25 Jun '08

25 Jun '08

Hi, I have recently started using OTRS and can quickly generate a report showing how many tickets were in each SLA. However I can't see how to separate them in to which ones passed or failed the SLA. If that isn't possible is it possible to get average and maximum ticket duration times (close time - open time). Any clues would be gratefully appreciated. Cheers Alistair

1 0

Integrating with outside ticketing system?
by Jason B. Loven 25 Jun '08

25 Jun '08

Good day all! Has anyone done any work to integrate OTRS with an outside ticketing system? We have to work with an outside vendor that generates emails from their ticketing system about systems they monitor for us. Creating the initial tickets in OTRS is easy but we'd like subsequent emails from them to be added to the existing OTRS tickets. Their emails contain their ticket number for reference and I was thinking of using the free fields. Just wondering if anyone has done something similar? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com <blocked::mailto:jloven@cainetserv.com> Web: http://www.cainetserv.com/ <blocked::http://www.cainetserv.com/>

2 1

OTRS with Zabbix?
by Nielson, Adam 25 Jun '08

25 Jun '08

Ive seen talk of using OTRS with Nagios but can you use it with Zabbix? Thank you, Adam Nielson

2 1

Email problem
by Daniel Castro 24 Jun '08

24 Jun '08

Hi, I am trying to configure OTRS to send an email to a specific person when the client create a ticket. For example, I want that as soon as every ticket creted in Queue1 the server sends an email to supportanalyst1, Queue2 supportanalyst2 and so ever... Thank you very much, -- Daniel Castro - דניאל Home Page : www.danielti.com.br MSN: danielti(a)gmail.com Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria

2 3

Problem with Agent Ticket Print
by Matias N. Sliafertas 24 Jun '08

24 Jun '08

I am trying to configure OTRS to print some values in the AgentTicketPrint.pm , but i can't selects these specifics fields, because the ticket's prints is printing wrong , anyone can help me ? thnx -- ----------------------------------------------------------- ----------------------------------------------------------- Matias N. Sliafertas

1 0

Looking for _fast_ GUI to Delete and Closed Tickets
by ml＠bortal.de 24 Jun '08

24 Jun '08

Hello List, we have LOT of open and new Tickets in our System. About 80% of it is useless or spam. Is there a GUI which is a little faster and better to use than the Webinterface? We mainly want to Delete (spam) or Close Tickets (obsoltete stuff). Thanks, Mario

4 4

Problem receiving emails from an existing mailboxes into OTRS
by Richard Cross 24 Jun '08

24 Jun '08

Hi, I've just set up OTRS and have managed to get it to retrieve mails using the POP3 retrieval perlscript from my company's 2 existing support IMAP mailboxes. I have also read the documentation (English version). The problems are as follows: 1. It has retrieved every single mail item going back to 2006, resulting in just over 1,000 tickets. Is there a way to limit the number of emails retrieved, or to specify that only emails after a certain date are retrieved? 2. It has deleted every single mail from both IMAP mailboxes (help!), so now none of my colleagues who use those mail boxes can read the old emails. Is there a way to retrieve emails without removing them from the server? 3. The tickets are ordered with the oldest at the top of the list. Is there a way to change this? 4. I notice that one of the ticket queue links is flashing - what does this mean? Thanks, Richard Cross Rockshore Ltd.

2 1

OTRS + OPENLDAP - HELP
by Sivakumar ☺ 24 Jun '08

24 Jun '08

Hi , Have a great day... Please help me to ingrate with OTRS & OPENLDAP. My domain name is example.com I expecting your reply soon. It is very urgent requirement, anyone help me !!!! -- Thanks & Regards Sivakumar. E

2 1

replaced with database email
by Lars Jørgensen 23 Jun '08

23 Jun '08

Hi. Sometimes we need to send emails to other people than the ticket customer. Maybe I need to correspond with a service representative of a manufacturer. I want to keep this correspondence within the ticket and naturally I use the reply function of the ticket and enter the address of the third party. When they answer and I want to answer back, I get a "To <address> replaced with database email" and the reply to the third party is directed at the customer of the ticket. Is there any way to stop this behaviour? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

3 6

Another newbie question...
by Daniel Castro 23 Jun '08

23 Jun '08

Hi, I am trying to configure OTRS to send an email to a specific person when the client create a ticket. For example, I want that as soon as every ticket creted in Queue1 the server sends an email to supportanalyst1, Queue2 supportanalyst2 and so ever... Thank you very much, -- Daniel Castro - דניאל Home Page : www.danielti.com.br MSN: danielti(a)gmail.com Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria

1 0

TSV output to CSV
by Mike Alsweiler 23 Jun '08

23 Jun '08

Hello all. I would like to change to output of the Search CSV format to be comma separated rather than tab separated. I am running version 2.2. I found the tip below in the mailing list. My quesiotn is (sorry, I'm a newbie!) if I change this code as suggested below, will I need to recompile the application? Thanks in advance Mike > Has any one noticed that any reports that you try to generate in CSV > format never come out correctly because data is separated by ; (semi > colon) instead of , (comma) . Does anyone have a fix for this? ...unfortunately there's no CSV-separator config param (yet). So you find the code in Kernel::System::CSV (sub Array2CSV). In version 1.10.2.1 the following two lines 'are responsible' for the semicolon: 106: $Output .= "\"$Entry\";"; 121: $Output .= "\"$Content\";";

2 1

Standard Type for New Ticket Creation at Customer Web Interface
by Ann Lee 20 Jun '08

20 Jun '08

Hi guys, Is that a way to set default ticket type when creating new ticket at customer frontend? i did not found anything in sysconfig to set ticket type as default.. :( Best Regards Ann

3 2

How can I select more than 28 tickets for bulk action?
by David Baratech 20 Jun '08

20 Jun '08

Hi all! I have been reading the whole OTRS manual, and I found some tips. For example in my queue view now I can view more than 25 tickets (actually I see 100 tickets). However, I'm not able to select the whole tickets for bulk action; When I try it, I only get 28 selected tickets in the bulk action screen, and not the hundred I tried. Does anyone knows wich filed must I modify in order to select all available tickets for bulk action?, and then in the bulk action screen be able to see all these previous selected tickets ready for a bulk action? Thank you and best regards! -- David

1 0

Reopen pending reminder
by CARNINO Daniele 20 Jun '08

20 Jun '08

Hello all, in our OTRS implementation we are planning to only use "pending reminder" status, togeter with "close" and "open". I have two questions for you: a) There's a way to have the "pending reminder" tickets reopened automatically at the end of pending period? I've try with Ticket:StateAfterPending in Core:Ticket with no success. Should I use the generic agent for that duty? b) Furthermore, there's another way to set manually the status to "open" other than using "compose answer" and set the new status? This, because we don't want let the customer know that ticket has reopened. Ciao, d. Daniele Carnino ICT - Architetture FIAT Services S.p.A. Corso Ferrucci, 112/A Block 1, 5th Floor, Room 540 10138 Torino - Italy Phone: +39 011 00 58 107 Mobile: +39 335 635 06 40 Fax: +39 011 00 57 525 SkypeId: cardanico69 P Please consider the environment before printing this mail note

2 2

Setup Issue on RHEL5 (Access Denied)
by Steve Rizkalla 20 Jun '08

20 Jun '08

Hi everyone, we're trying to install this onto a RHEL5 server and all seemed to have gone well but otrs doesn't start with the following messages. I don't see any other setup tasks involving the database but it is definitely running, I can log into it just fine. I do not know however the otrs user password for MySql. Maybe I don't even need to know it, who knows.... This looks like it would be a common problem so I thought I'd ask the list for help. Thank you! Steve [root@ftp ~]# service otrs start Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YES) at /opt/otrs/Kernel/System/DB.pm line 203 ERROR: OTRS-CheckDB-10 Perl: 5.8.8 OS: linux Time: Fri Jun 20 01:58:15 2008 Message: Access denied for user 'otrs'@'localhost' (using password: YES) Traceback (5253): Module: Kernel::System::DB::new (v1.75.2.1) Line: 180 Module: /opt/otrs/bin/CheckDB.pl (v1.17) Line: 49 No database connect! Error! May your database isn't configured yet? Try the web installer to configure your database: -->> http://ftp.helicosbio.com/otrs/installer.pl <<-- or configure your database with README.database (DB - Setup Example) [root@ftp ~]# _________________________________________ Steve Rizkalla Helicos BioSciences Corporation 617-264-1876 office 617-264-1776 fax http://www.helicosbio.com

2 4

Customer Users <-> Services not working
by Jesús M. Navarro 20 Jun '08

20 Jun '08

Hi, list: I'm using Postgres 8.1 and LDAP backend for both users and clients, and my environment seems to be working fine except it seems I can't add clients to services. Yes, Services are enabled through Core::Ticket::Service. It seems to be a problem with my database schema, since postgres logs shows the following: "ERROR: not allowed relationship service_customer_user" Any hint?

1 1

FW: DirectoryIndex
by Lombardi Tonio at MFSS 20 Jun '08

20 Jun '08

Hi, I am trying to set DirectoryIndex to index.pl so that index.pl will load as the default document under the otrs directory. Does anyone have a clue how to do this? I can't seem to find my way around the apache configuration to get it to work. I am trying to set directoryIndex as follows but it wont work. Any idea why? /etc/httpd/conf.d/otrs.conf: ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # if mod_perl is used <IfModule mod_perl.c> # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location "/otrs"> # ErrorDocument 403 /otrs/customer.pl AllowOverride None ErrorDocument 403 /otrs/index.pl PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders Order allow,deny Allow from all SetHandler perl-script </Location> </IfModule> # directory settings <Directory "/opt/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all DirectoryIndex index.pl </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all 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

SSO
by Sam Ami 20 Jun '08

20 Jun '08

Hi all. I'd like to hear from anyone who has *actually setup* SSO (windows 200x domain) with OTRS ?

2 3

Customer unable to view other tickets for same Company
by Mike Alsweiler 19 Jun '08

19 Jun '08

Apologies if this is a simple question - I'm new to OTRS. When a customer logs in to the customer interface, they can click the Company Tickets button to see tickets raised by others in their company. If the user clicks on the ticket raised by another, he/she gets a No Permission message. Is there any way of making it possible for all users within the Company to view (and hopefully add notes against) tickets raised by others within their company? Thanks in advance!

3 5

Smart OTRS integration with sms gateway for ticket notification
by Luca Maranzano 19 Jun '08

19 Jun '08

Hi all, we are really happy with our OTRS 2.2.6 implementation. We have already implemented an email-to-SMS gateway (based on FoxBox Linux :-) which is capable of sending sms when writing an email to an address like sms+0123456789(a)sms.ourcompany.com <sms%2B0123456789(a)sms.ourcompany.com>. Now we'd like to integrate OTRS with our SMS gateway in order to achieve the following features: - when a new ticket for a particular queue is "New" we must trigger an SMS to a group of agent with an abstract of the message that opened the ticket - we'd like to have the sms sending bounded to a particular calendar, i.e. during working hours do not send sms, during off-work hours send the message - we'd like to send an sms if a ticket has an escalation Which is the Best Way to implement this in your experience? Anyone has implemented something similar ? TIA for your help. Regards, Luca

1 0

DirectoryIndex
by Lombardi Tonio at MFSS 19 Jun '08

19 Jun '08

Hi, I am trying to set DirectoryIndex to index.pl so that index.pl will load as the default document under the otrs directory. Does anyone have a clue how to do this? I can't seem to find my way around the apache configuration to get it to work. I am trying to set directoryIndex as follows but it wont work. Any idea why? /etc/httpd/conf.d/otrs.conf: ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # if mod_perl is used <IfModule mod_perl.c> # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location "/otrs"> # ErrorDocument 403 /otrs/customer.pl AllowOverride None ErrorDocument 403 /otrs/index.pl PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders Order allow,deny Allow from all SetHandler perl-script </Location> </IfModule> # directory settings <Directory "/opt/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all DirectoryIndex index.pl </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all 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>

2 1

Ticket edit
by Tom Leonard 19 Jun '08

19 Jun '08

This is my first OTRS installation. I'm using the system, but can't seem to find a function that allows me to edit information previously entered with a ticket. As an example, in a phone ticket, I may need to change: 1. Customer ID, simply because I got it wrong in the first place. 2. Accounted time. I have standard minimum times for initial ticket entry. In the beginning, I missed a few and would like to go back and clean this up. Is there a way to edit this data?

2 2

Inventory and tracking tool?
by Nielson, Adam 19 Jun '08

19 Jun '08

Can you use OTRS, or OTRS + ITSM to do inventory and tracking? We constantly send out devices for test and need to track who has them, where they are, etc. Also, if we could use OTRS to submit requests and returns too. Mainly, is there a way to have a "spreadsheet" type style of inventory and asset tracking? Thank you, Adam Nielson

1 0

How can I select more than 28 tickets for bulk action?
by David Baratech 19 Jun '08

19 Jun '08

Hi all! I have been reading the whole OTRS manual, and I found some tips. For example in my queue view now I can view more than 25 tickets (actually I see 100 tickets). However, I'm not able to select the whole tickets for bulk action; When I try it, I only get 28 selected tickets in the bulk action screen, and not the hundred I tried. Does anyone knows wich filed must I modify in order to select all available tickets for bulk action?, and then in the bulk action screen be able to see all these previous selected tickets ready for a bulk action? Thank you and best regards! -- David

1 0

creating a button to preload text in a ticket
by Craig Meirick 19 Jun '08

19 Jun '08

I have been searching for a way to preload text in a common ticket (password resets) for more efficiency. I would like to have this available to the phone ticket creation since we use it 90% of the time, though it would be fine if it showed up in the email ticket creation window also. I found an existing post about this and was wondering if it pertains to what I would like to do. The posting is number: msg21692 and the title is: Re: [otrs] TEMPLATES. See below: >>> Can someone please help me? >>> I like to create a template for a one of my queue. >>> EXAMPLE; We have a queue called "NewHire", and we would like to add a template to >>>it; so when a customer submitt a "new hire request", we would like the template to pop-up >>>and have them fill out the blanks. The template is just a word document. Any ideas on >>>how to do this? I'm using the lastet OTRS on windows enviroment. >>> thank you, >>>For one specific queue, it would be difficult, but you can search for >>># <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data"> >>># <input type="hidden" name="Action" value="$Env{"Action"}"> >>># <input type="hidden" name="Subaction" value="StoreNew"> >>># <input type="hidden" name="FormID" value="$QData{"FormID"}"> >>># <input type="hidden" name="ExpandCustomerName" value="2"> >>># <input type="hidden" name="Subject" value="Example Subject"> >>># <input type="hidden" name="Body" value="Name: >>># Product: >>># Comment:"> >>># <input class="button" type="submit" name="" value="$Text{"Example Template"}"> >>># </form> >>># <hr> >>>in AgnetTicketPhone.dtl >>>This will create a button in your Phone Ticket Mask which will populate the body of the >>>ticket. This will be available to all agents of all queues. >>>-- >>>Shawn Beasley I would like this button available during the creation of a phone or email ticket and it would be for all agents of all queues. If anyone has any information on where to point me I would greatly appreciate their help. I should note that this is a excellent piece of software and everyone whom has spent time working on OTRS and spending time helping others have really helped us out and they deserve our thanks. Thank you, >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

1 0

TEST MAIL
by hamood Iqbal 19 Jun '08

19 Jun '08

Guys just testing that my eamil is reaching otrs mailing list or not. Thanks Hamood

2 1

No Notifications When Ownership Is Changed
by Go Wow 18 Jun '08

18 Jun '08

Hello everyone, My agents don't get any notification when the owner for a ticket is changed. Can somone please tell me from where can i enable this setting. Regards Misbah

1 0

Re: [otrs] Standard Types and Queues
by Ann Lee 18 Jun '08

18 Jun '08

Hi guys, Is that a way to set default ticket type when creating new ticket at customer frontend? i did not found anything in sysconfig to set ticket type as default.. :( Best Regards Ann

1 0

Sendmail not working for tickets entered via OTRS - web requests
by Tina Kerr 18 Jun '08

18 Jun '08

Setup info: Powered by OTRS 2.2.4 <http://otrs.org/> Sendmail SysConfig option: I have tested both SMTP and Sendmail Email forwarded: customercare(a)domain.com forwarded to tkerr(a)domain.com Behavior: Ticket created by external email has the correct and expected behavior: 1. ticket created 2. auto response sent and received by ticket creator 3. new ticket notification sent to customercare - for SMTP setting 4. forwarded email from customercare to tkerr received from new ticket and new ticket notification Ticket created internally via OTRS (web request) does not function as expected - HELP: 1. ticket created 2. auto response sent and received by ticket creator 3. NO notification sent to customercare 4. NO forwarded email received from new ticket nor the new ticket notification There has to be a Sendmail configuration that is slightly off and I can't figure it out. I need your help! In my sendmail.cf file I have explicitly defined our mail server: DSsrvemail1.calpont.com and currently have the SMTP setting in my Sendmail SysConfig. I have attempted to install Webmin but by default Webmin sets up to run on HTTP port 10000 and during installation, the wizard is telling me that port is occupied... but isn't. Thanks in advance for you insight and 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

Standard Type for New Ticket Creation
by Ann Lee 18 Jun '08

18 Jun '08

Hi guy,   Is that a way to set default ticket type when creating new ticket at customer frontend? i did not found anything in sysconfig to set ticket type as default.. :(   Best Regards Ann

1 0

Standard Types for New Ticket Creation
by Ann Lee 18 Jun '08

18 Jun '08

Hi guy,   Is that a way to set default ticket type when creating new ticket at customer frontend? i did not found anything in sysconfig to set ticket type as default.. :(   Best Regards Angel

1 0

WG: ITSM - Parent/Child relationship
by David King 17 Jun '08

17 Jun '08

Another newbie here.. with a general enquiry: Has anyone got the Parent/Child relationship working in such a way that when an update to the parent is made, an update will also complete automatically within the related children tickets. For example: When I close the Parent ticket, the related children will also be closed and updated with the final root cause, etc.. Regards, David King

1 0

Re: [otrs] otrs Digest, Vol 59, Issue 62
by OTRS - Thorsten 17 Jun '08

17 Jun '08

1 0

expand zoom view for customer
by OTRS - Thorsten 17 Jun '08

17 Jun '08

Hi all, one new feature in otrs is the expand zoom view feature. But it is only available in the agent webinterface. With this function it is possible to see all articles of a ticket at once. it is configurable in the config Frontend::Agent::Ticket::ViewZoom. We need this function for our customer webinterface too. Can someone explain me the way to do that, because i find no possibility to do that by configuring the system. Kind regards Thorsten

3 2

ITSM - Parent/Child relationship
by David King 17 Jun '08

17 Jun '08

Another newbie here.. with a general enquiry: Has anyone got the Parent/Child relationship working in such a way that when an update to the parent is made, an update will also complete automatically within the related children tickets. For example: When I close the Parent ticket, the related children will also be closed and updated with the final root cause, etc.. Regards, David

1 0

Use stored responses when creating a new email ticket
by Chris Williams 16 Jun '08

16 Jun '08

Is there a way to use the stored responses when creating a new email ticket? They only seem to appear when replying to an email ticket that is already created. Thanks, Chris

3 2

Software error
by Miguel Dias 16 Jun '08

16 Jun '08

Hello all, I'm having a big problem with empty answer<http://129.157.70.55/otrs/index.pl?Action=AgentTicketCompose&ResponseID=1&T…>... when I trying to answer a e-mail I have this output... Software error: Modification of a read-only value attempted at /usr/lib/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS/Question.pm line 47. For help, please send mail to the webmaster ([no address given]<%5Bno%20address%20given%5D>), giving this error message and the time and date of the error. I have OTRS with LDAP anget and customer integration... Can please some one help me? Thank you all

2 2

OTRS and IE 6
by OTRS - Thorsten 16 Jun '08

16 Jun '08

Hi all, are there any know problems between IE 6 and OTRS 2.2.6. Some of our customers have the problem that they have to do several attempts to navigate through their customer webinterface, because they get a "side can not be loaded" error page of internet explorer. With firefox we don't get this error. But the customers can't use firefox. 2 other users of he same customer don't have this problem with the webinterface but use the same system configuration and version of IE 6. Can anybody please explain me what the problem is, and how I can solve it!? Kind regards Thorsten

3 2

Change messages LogOFF
by Miguel Dias 16 Jun '08

16 Jun '08

Hello all, I 'm looking for a way to customise the OTRS logout message "Logout successful. Thank you for using OTRS!" Can please anyone tell how can I do it or where is the file location that contains this messages. Thank you all

2 1

Two tickets for same mail problem
by aleem bagwan 16 Jun '08

16 Jun '08

Hi all, I m facing a peculiar problem. When the customer sends a mail to both foo(a)xyz.com and bar(a)xyz.com. And both these emails are configured as POP3 accounts in OTRS, attached to respective queues. Then OTRS creates two duplicate tickets, one from foo(a)xyz.com and other from bar(a)xyz.com, into their respective queues. Is this rite? How can we overcome this behaviour? Or rather what should agent do in such situation while replying to such duplicate tickets. Thanks. Bring your gang together. Do your thing. Find your favourite Yahoo! group at http://in.promos.yahoo.com/groups/

2 1

Can't load ticket number generator
by Dewey Cooksey 16 Jun '08

16 Jun '08

I'm getting the following error when trying to access my local install of OTRS: Can't load ticket number generator backend module otrs::Kernel::System::Ticket::Number::AutoIncrement! at ../..//Kernel/System/Ticket.pm line 188. I've double-checked to make sure the AutoIncrement.pm file exists in the proper directory (otrs/System/Ticket/Number/) and is readable. Is there something that I may have mis-configured, or something else that may be causing this error which I've overlooked? System info: - Win Server 2k3 - Apache 2.0.61 - Perl 5.8.8 - OTRS 2.2.6 Thanks in advance! -- Dewey Cooksey Trinisys, LLC http://www.trinisys.com dcooksey(a)trinisys.com 615.941.8698 : Fax 615.498.5742 : Cell

1 0

Upgrading from 2.2.6 to 2.2.7 - how?
by Niran Abeygunawardena 16 Jun '08

16 Jun '08

Hi, I have otrs 2.2.6 installed and running. However, I want to upgrade to 2.2.7 now . When I looked at the file UPGRADING, it only says how to upgrade from 2.1 to 2.2. What is the procedure to follow for upgrading to 2.2.7 from 2.2.6? Regards, Niran.

3 4

Re: [otrs] OTRS is slow
by Sune T. Tougaard 16 Jun '08

16 Jun '08

I'm running 2.2.4 on a Windows 2003 Virtual Machine with 1GB of ram (phys. Hw is dual 2GHz quad-core running 35 other machines), with MySQL and Apache in more or less default install configurations. (manually installed, not the otrs installer) The database is approx. 2GB in size. I'm seeing the same average response times. One thing i've noticed, is that if you have a lot of open tickets in your queues, response times will be slower. But if logging on as a user without access to those queues, they seem to be OK. A few times, i've seen 3-4000 open tickets in a queue, and that was a killer. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent Minost Sent: 16. juni 2008 10:34 To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS is slow Hi Lars, Thanks for your reply, it's good to have experience from another OTRS user. Maybe you're true and I'm asking too many of OTRS as 1 to 2 seconds are the minimum response time we have and so are having also slowest response time, but so I'm wondering then why the First improvement that appear in announcement for OTRS 2.3.0beta1 is Performance : http://lists.otrs.org/pipermail/announce/2008/000093.html ? I would be very interested in having other OTRS users return of experience concerning this subject. Thks. Laurent MINOST Lars Jørgensen a écrit : > Hi Laurent, > > You state that response times of 1 to 2 seconds for a page load are "by far too slow". > > We are running three OTRS installations here, one of them on quite > powerful hardware, and I see the same response times on all our > installations. I think these are normal response times for OTRS. If 1 > second is "by far too slow" maybe you should cut back on the coffee > :-) > > What are other people experiencing? > > > -- > Lars > >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf >> Of Laurent Minost >> Sent: Thursday, June 12, 2008 2:15 PM >> To: User questions and discussions about OTRS.org >> Subject: Re: [otrs] OTRS is slow >> >> Hi Brett, >> >> First, thanks for your answer. >> >> We're already using mod_perl (mod_perl-2.0.2-6.3.el5) and I prefer >> not imagine what it could be without it as I found OTRS slow with >> mod_perl enabled :) >> >> BR, >> >> Laurent >> >> >> Brett Davis a écrit : >>> Hi Laurent, >>> >>> On Mon, Jun 2, 2008 at 5:55 PM, Lars Jørgensen >> <ITLJ(a)gyldendal.dk> wrote: >>> Hi >>> >>> I was browsing through the OTRS documentation and way down >> in chapter 21 it says "Of course you should use mod_perl 2.0". That's >> all and that's probably why I didn't enable it before now. >>> I found /opt/otrs/README.webserver which had a little more >> info, and I decided to try and install mod_perl. >>> That thing is FAST! Before OTRS was always a bit on the >> slow side, now it performs very quickly. >>> Maybe everybody on this list already knows about mod_perl >> and in that case I'm sorry about this mail. But if you don't know >> about it, you should definitely check it out. It ought to at least be >> mentioned in the installation section of the manual. >>> >>> -- >>> Lars >>> >>> I haven't checked it out myself but it might be worth some research. >>> >>> Brett >>> >>> -----Original Message----- >>> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] >> On Behalf Of Laurent Minost >>> Sent: Tuesday, June 10, 2008 2:58 AM >>> To: User questions and discussions about OTRS.org >>> Subject: [otrs] OTRS is slow >>> >>> Hi, >>> >>> We are using OTRS 2.2.5 with a MySQL Backend with 4GB of >> RAM and Xeon >>> 3.06 GHz CPU. >>> Linux Distribution is the latest CentOS 5.1 with kernel >>> 2.6.18-53.1.21.el5 #1 SMP. >>> OTRS is running on Apache httpd-2.2.3-11.el5_1.centos.3 with >>> mod_perl-2.0.2-6.3.el5 and perl-5.8.8-10.el5_0.2 and is >> having about ~ >>> 4000 tickets in database with 300 customer companies and about 700 >>> customers. >>> >>> Apache and MySQL were tuned the best I can to improve general >>> performance and response time. >>> >>> With all these software and hardware related things, OTRS >> is by far too >>> slow, overall navigation on the Agent AND Customer >> interface is slow ( >>> response times of about 1 to 2 seconds for paged display). >>> At this moment, I have no clue/idea about how to make it >> faster, I would >>> like to try some sort of debugging with tool like Fred but >> didn't find >>> any documentation how to implement it and makes it work ? >>> By the way, I tried to disculpt some of the component by doing some >>> tests with other software : Apache and MySQL does not seem to be the >>> problem as other PHP applications running on the same >> server are running >>> fast and smoothly. >>> >>> If anyone is having some ideas or advises on how to debug/find a >>> solution to this problem, I will be glad to read your >> answers and share >>> OTRS experience with any of you. >>> >>> ./otrs.checkModules >>> CGI ... ok >>> Date::Pcalc ... ok >>> Date::Format ... ok >>> DBI ... ok >>> DBD::mysql ... ok >>> Digest::MD5 ... ok >>> Crypt::PasswdMD5 ... ok >>> LWP::UserAgent ... ok >>> IO::Scalar ... ok >>> IO::Wrap ... ok >>> MIME::Base64 ... ok >>> MIME::Tools ... ok >>> Mail::Internet ... ok >>> Net::DNS ... ok >>> Net::POP3 ... ok >>> Net::LDAP ... ok >>> Net::SMTP ... ok >>> Authen::SASL ... ok >>> GD ... ok >>> GD::Text ... ok >>> GD::Graph ... ok >>> GD::Graph::lines ... ok >>> GD::Text::Align ... ok >>> XML::Parser ... ok >>> PDF::API2 ... ok >>> Compress::Zlib ... ok >>> >>> Thks by advance. >>> >>> Best regards >>> >>> 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 >>> Support or consulting for your OTRS system? >>> =//www.otrs.com/ >>> >>> >>> Dynojet Research, Inc. - Confidentiality notice: >>> This email message and any attachments are intended only >> for the person or entity to which it is addressed and may contain >> confidential, proprietary and/or privileged information. Any review, >> distribution, reliance on, or otherwise use of this information by >> persons or entities other than the intended recipients is prohibited. >> If you received this message in error, please immediately notify the >> sender and delete it and all copies of it in your system. >>> _______________________________________________ >>> 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 >>> Support or consulting for your OTRS system? >>> =//www.otrs.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 >> Support or consulting for your OTRS system? >> =p://www.otrs.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 > Support or consulting for your OTRS system? > =ttp://www.otrs.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 Support or consulting for your OTRS system? => http://www.otrs.com/

1 0

Auto Move Closed Tickets Only For particular Queue
by Go Wow 16 Jun '08

16 Jun '08

Hello I want to set up one of my queue in such a way that any ticket closed in this queue should be automaticallymoved to another queue speciied by me. Example if there are 2 queue called "Internal" and "External", I want a set up in such a way that any ticket that I close in External Queue should be automatically moved to the Internal Queue . State of ticket being unchanged. Is that possible in OTRS? Thanks. Your help is apprechiated. Regards

2 2

Can't locate object method "new" via package "Kernel::Language"
by Lennart Koopmann 14 Jun '08

14 Jun '08

Hello List, we recently installed an OTRS from the Debian Repository. It worked for about 2-3 Days but then (without any changes to OTRS from our side) OTRS broke. We now get the Following Error when trying to open the OTRS login page (index.pl): Can't locate object method "new" via package "Kernel::Language" at /opt/otrs//Kernel/Output/HTML/Layout.pm line 81, <PRODUCT> line 20. Unfortunately i am not familiar with Perl - Google does not help me either. Any Ideas how to fix that? Even a dirty hack is appreciated right now :) Thanks for your Help! So long Lennart

1 0

OpenLDAP and Agent UserSyncLDAPMap issues. Not feeling the love.
by Jeff Davis 13 Jun '08

13 Jun '08

Well, I've gotten openldap auth to work but cannot get the UserSyncLDAPMap to work. I've copied the code from Defaults.pm and configured for our ldap config. Have been working on this on and off for 3 days, and still no luck. The code in LDAP.pm that fails appears to be trying to pull attribute values from the directory, but adding code to put more detail into the log has not been illuminating. Posts ive found in the archive seemto speak primarily to AD issues, which in some ways makes me think that OpenLDAP or a more standards-based LDAP implementation should be more straightforward. "Obviously I'm mistaken". I would sure like to get this figured out so we can move forward. Otherwise I will probably have to look at a different system. This is the value that throws the error: Net::LDAP::Entry=HASH(0xace6e04)->get_value(Kernel::Config=HASH(0x9af735c)->Get('UserSyncLDAPMap'.)->{UserFirstname}) The following code block in LDAP.pm is where the problem occurs (line 348 is bolded): foreach my $Entry ($Result->all_entries) { $UserDN = $Entry->dn(); foreach my $Key (keys %{$Self->{ConfigObject}->Get('UserSyncLDAPMap'.$Self->{Count})}) { # detect old config setting if ($Key =~ /^(Firstname|Lastname|Email)/) { $Key = "User".$Key; $Self->{LogObject}->Log( Priority => 'error', Message => "Old config setting detected, please use the new one from Kernel/Config/Defaults.pm (User* has been added!).", ); } * $SyncUser{$Key} = $Entry->get_value($Self->{ConfigObject}->Get('UserSyncLDAPMap'.$Self->{Count})->{$Key});* # e. g. set utf-8 flag $SyncUser{$Key} = $Self->_ConvertFrom($SyncUser{$Key}, $Self->{ConfigObject}->Get('DefaultCharset')); } if ($Entry->get_value('userPassword')) { $SyncUser{Pw} = $Entry->get_value('userPassword'); # e. g. set utf-8 flag $SyncUser{Pw} = $Self->_ConvertFrom($SyncUser{Pw}, $Self->{ConfigObject}->Get('DefaultCharset')); } } When logging in it throws the following error: Software error: Can't locate object method "get_value" via package "Net::LDAP::Entry" at ../..//Kernel/System/Auth/LDAP.pm line 348, <PRODUCT> line 4. For help, please send mail to the webmaster (root@localhost <mailto:root@localhost>), giving this error message and the time and date of the error. Here's the agent portion of my config.pm. # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldap.example.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=users,dc=example,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=techsupport,ou=Groups,dc=example,dc=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) #$Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=xxxxxxxxx,ou=xxx,dc=example,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # Die if backend can't work, e. g. can't connect to server. $Self->{'AuthModule::LDAP::Die'} = 1; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { ## DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify initial # user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ];

2 4

Otrs 2.3
by hamood Iqbal 13 Jun '08

13 Jun '08

hi, i installed otrs 2.3 beta 2 b/c it has some features like imap/ajax that are important to us. i used the same lines that i put in con fig.pm for otrs 2.2 to authenticate against Active directory but this version is giving error that your user name or password was entered incorrectly. my last version was 2.2.6 and it worked with AD. i am also sending my otrs.log file. Any idea waht is wrong? or i am doing something wrong. Thanks

2 1

subdomains
by arturo alonso 13 Jun '08

13 Jun '08

Hi how I make one subdomain go to public.pl and not index.pl I try to make in the directives In apache of this subdomain but always redirect to: subdomain.domain/otrs/index.pl and I like only open subdomain.domain/otrs/public.pl how i make the default file in OTRS is public.pl thanks in advance

4 3

Any example or file example that help me to configure my OTRS with Active Directory Users??
by Jorge Hurtado 12 Jun '08

12 Jun '08

Hi, I have in my company OTRS Help Desk, and i wanna configure this great soft with my Active Directory Users but I dont have a exactly example for that process. Any suggestion? Regards. _____________ Jorge Hurtado Medellin Colombia

5 7

iPhone optimizations?
by Wes Plate 12 Jun '08

12 Jun '08

I grow frustrated with OTRS (1.3) on my iPhone when I frequently get kicked out of OTRS due to "Invalid Session ID" (I don't know if this is an AT&T EDGE problem, mobile Safari problem or OTRS problem) and I've been wondering if anyone is planning an iPhone OTRS application that could take advantage of the new Push Services for ticket notifications. Is such an interface into OTRS possible? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

@INC doesnt see Database
by Jeff Hubis 12 Jun '08

12 Jun '08

Hello All, Problem: I cant get OTRS to import and create tickets from incoming emails. Im running Ubuntu 8.04 on a Dell tower. When I run ./PostMasterPOP3.pl I see problems like "Cant locate /etc/otrs/database.pm in @INC". Does anyone have suggestions on how to resolve this problem. Any comments would really help as Im pulling my hair out. Regards, Jeff Hubis jhubis(a)xoftinc.com

2 1

Form Posting Problem
by Kent 12 Jun '08

12 Jun '08

I got some problem here. When I tried to open a new ticket from the phone ticket module. After I filled up all the field and click on the submit button, the page will hang on the page.... Contacting the server for a very long time and at the end, the form was not posted!!! It not only occurred in the new ticket, even in the sysconfig module (Admin), when I tried to change something (click on the submit button), the form will also hang on there. I checked on my apache error log i got this: But for other form like queue, it's work fine. What could be the possible problem caused?! Please help.... [Wed Jun 11 14:46:52 2008] [error] [client 192.168.100.224] Premature end of script headers: index.pl, referer: https://www.xyz.com/otrs/index.pl?Action=AgentTicketPhone Thanks in advanced. -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

2 1

Re: [otrs] OTRS 2.2.6 - Understanding Roles and their implementation inOTRS
by Klaus Bruno 12 Jun '08

12 Jun '08

Hello Nathan At least for 2.2.5 the roles are working exactly as expected. I don't have to put the agents in groups but i assign them some roles. Perhaps something changed between 2.2.5 and 2.2.6? Regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Power, Nathan Sent: Tuesday, June 10, 2008 8:12 PM To: otrs(a)otrs.org Subject: [otrs] OTRS 2.2.6 - Understanding Roles and their implementation inOTRS Good Afternoon, Is there anyone successfully utilizing the "Roles" feature of OTRS 2.2.6? The feature isn't behaving as I would expect, and I am wondering if my understanding of the feature is incorrect (based on the documentation in the Admin Manual). ========================= My expectation and understanding: Roles are used to simplify the applying of permissions for Agents. This is extremely useful with numerous queues and Agents in the system. To use the feature I do the following: 1. Create a new role [Roles] 2. Give the new role permissions to a group [Roles <-> Groups] 3. Connect the new role to a user [Roles <-> Users] I create a role "Supervisor" I give the "Supervisor" role R/W to the "Helpdesk" group I give the "Supervisor" role to the Agent "IT Manager Bob" (Active) At this point, I would expect to look at "IT Manager Bob" in the [Users <-> Groups] section of OTRS and see that he now has R/W for the "Helpdesk" group. ========================= This is not what I see. When I configure the roles, apply the roles to groups and then apply the roles to the user I don't see any permissions listed in the [Users <-> Groups]. When I log in with the IT Manager Bob account, he doesn't have any permissions in the queue. I have to manually go into [Users <-> Groups] to give him R/W permissions for that queue. I thought the point of Roles was to simplify the application of permissions for Agents. What am I missing or not understanding? If that isn't what Roles are for, what is the purpose of Roles? Having to apply permissions manually for each Agent works, but is much more time-consuming in the long run. Nathan Power Technology Support Services _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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merging tickets...
by adrian guevara 12 Jun '08

12 Jun '08

I am trying to merge two tickets. Both of which are under my ownership. However, every time I try to do it, I get a "No Permission" message. Is there something that I'm missing out? Also, how can you use the split ticket functionality without enabling phone tickets? I'd like to be able to create new tickets from emails sent by customers from the same thread, but with different requirements. Thanks in advance!

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MYSQL slows/crashes for large ticket base.
by aleem bagwan 12 Jun '08

12 Jun '08

Hi all, While searching tickets from search module of otrs, it takes hell lotta time to give results...finally ending up with "Internal Server error". Pullin the SQL script that lists distinct tickets, from code, and running it directly in MYSQL client also takes hell lot of time, processing going into loop. I looked at the count of following huge tables..ticket,ticket_history, article...all shows records > 500000+. Deleting 200000+ rows does bring things back to normal. Searching on various MYSQL related forums i did get a clue that mysql cannot handle joins of huge tables, as is the case with me. Is there anyway out of this situation. Please Suggest. Thanks. Aleem B. Bollywood, fun, friendship, sports and more. You name it, we have it on http://in.promos.yahoo.com/groups/bestofyahoo/

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Re: [otrs] 2 slashes in address field(http://myserver//otrs/index.pl)
by Greg Horne 11 Jun '08

11 Jun '08

May want to check, SysConfig->Framework -> Core::ScriptAlias to make sure it does not have a leading / (/otrs/ is wrong, otrs/ is correct and the default.) This will cause it. Greg Horne gehorne geh -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Henry Sent: Friday, June 06, 2008 1:01 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] 2 slashes in address field(http://myserver//otrs/index.pl) Hi regis, thanks for quick answer. My FQDN was correct (without slash in the end) and the problem persists. Any another tip? Daniel 2008/6/6 Régis OBERLE <regis.oberle(a)waterair.com>: Try to check for a "/" in your FQDN: SysConfig->Framework -> Core::FQDN Regards, Regis ---------------------------------------------------------------------------- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Henry Envoyé : vendredi 6 juin 2008 17:09 À : otrs(a)otrs.org Objet : [otrs] 2 slashes in address field (http://myserver//otrs/index.pl) Hi all, I have a big problem. I install OTRS in my web server, and works fine. But, when i post any form, the system changes http://myserver/otrs/index.pl to http://myserver//otrs/index.pl, and browser shows page not found. I search in the system and find the variable $Env['CGIHandle'], witch manipulates this process, but i dont find where change this. This happens in any forms, even in customer.pl, or faq.pl. Someone have a tip? NOTE: in my local virtual machine system works fine. My server is a Fedora 4, and my local machine is a slackware 10.2. Regards, Daniel Rocha _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Ticket::Freetext: any limit?
by CARNINO Daniele 11 Jun '08

11 Jun '08

Hello all, there's a limit in Ticket::Freetext regarding the values it may store (e.g. max number of values in drop-down menu)? Ciao, d.

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A few questions
by gian schoeman 11 Jun '08

11 Jun '08

Hi I have been testing out OTRS and want to know if you can view closed tickets, or open tickets that was assigned to a specific queue and has been closed for example. When I look at the agent interface I can only see options to view the queues that have messages in a live/open state. Is it not possible to view queues which do not currently have live messages, but might contain closed cases etc? I also want to know if it is possible to reset the Full Qualified System name that you need to enter when going through the configuration pages after you have finished doing so. I do not really want to reinstall. Thank you, Gian

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Subdomains
by arturo alonso 11 Jun '08

11 Jun '08

Hi how I make one subdomain go to public.pl and not index.pl I try to make in the directives In apache of this subdomain but always redirect to: subdomain.domain/otrs/index.pl and I like only open subdomain.domain/otrs/public.pl how i make the default file in OTRS is public.pl thanks in advance

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System with more than one customer-entry-page (FQDN)?
by Felix.Schafer＠tietoenator.com 11 Jun '08

11 Jun '08

Hello, We use otrs 2.2.7 with different customers. Each of the customer reaches the otrs with a different url (e.g. customer1.ourservice.com, customer2.ourservice.com …) By this way it was very easy to set different themes for the different customers and each customer gets ist own entry page. Our problem is now to integrate the different customer-urls into the notifications. There should be a link to the ticket with the customers own url. As the notifications ar generated globaly by the otrs we need to use some otrs notification tags. As the different customer urls are related to the customer companies we tried to use the customerCompanyURL field for it. But there seems to be no way to access the customerCompany fields in any way with notification tags without editing perl code that generates the tickets. It would be nice to have a kind of FQDN per customer company and a way to access to it from within the notification. Is that possible without editing perl code or the DB? How do you solve such problems? Thank you very much in advance, Felix Schäfer Systemingenieur TietoEnator Deutschland GmbH Telecom & Media E-mail felix.schaefer(a)tietoenator.com <mailto:felix.schafer@tietoenator.com> Phone +49 (0)6196/9329-0 Düsseldorfer Straße 40 DE-65760 Eschborn www.tietoenator.de TietoEnator Deutschland GmbH, Düsseldorfer Straße 40, 65760 Eschborn Geschäftsführung: Dr. Wolfgang Blume (Vorsitzender), Michael Graben, Walter Hübler, Heike Kohler. Vorsitzender des Aufsichtsrates: Peter Lindgren Sitz der Gesellschaft: Eschborn, Amtsgericht Frankfurt/Main HRB 75570 Please note: The information contained in this message may be legally privileged and confidential and protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any unauthorised use, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to the message and deleting it from your computer. Thank You.

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STATs Module
by Jack Wiener 11 Jun '08

11 Jun '08

How can I generate a report in STATS to tell me turn-around time for a ticket from open to closed for metric purposes. Unless I hand create it out of SQL, there is no way to automaticly see how long a group of tickets took, such as what was the average turn-around time for all priority 1 tickets. Any help is greatly appreciated, Jack Wiener

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postmaster filter
by Chris Williams 11 Jun '08

11 Jun '08

Hi, We have a form on our site for customers to ask questions. This form basically generates an email from the address donotreply(a)oursite.com and sends the contents of the form to our support email (which is checked by otrs). The subject of this email contains "Question by customer(a)acustomer.com" So I'd like to create a postmaster filter that sets the X-OTRS-CustomerNo to be customer(a)acustomer.com. I created a filter with: Match: Header 1: Question by (.*?) Set: Header 1 X-OTRS-CustomerNo: [***] This works as expected and sets the customer to be the email in the subject. However, my problem is that I'd like it to be a little more strict and only set it when the email is from donotreply(a)oursite.com, so I created the following: Match: Header 1: Subject: Question by (.*?) Match: Header 2: From: donotreply(a)oursite.com Set: Header 1: X-OTRS-CustomerNo: [***] This causes X-OTRS-CustomerNo to be set to the value '1'. Not sure why. Is there a way to get it to work? Also, a related question, what is the proper way to read a filter's rules? For example, is it: if match1 && match2 set1; set2 or is it: if match1 || match2 set1; set2 or is it: if match1 set1; if match2 set2; etc. Thanks for help! Chris

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