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customer notifications
by Jamie Spence 11 Jun '08

11 Jun '08

On state change notifications is there any way to control which states the customer gets notified on? For example they might want to get notified on "close" but not "open. Thanks for any help, Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

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How does the otrs get the mails from the local otrs mailbox into the otrs system
by Lars Rieneck 11 Jun '08

11 Jun '08

Hello I have installed an OTRS system version 2.2.6, and imported an otrs database from a 2.2.4 OTRS system. The mail server I receive mails from is a IMAP server, so I am using the fetchmail program to get the mails into the otrs users local maibox. When I give the command mail from the otrs user I can see all the incomming mails to the server. The problem is that I do not understand what should take the mails from the otrs users local mailbox and put the mails into the system. Could you please explain that to me? Is it the crontab job: $HOME/bin/PostMasterPOP3.pl that puts the mails into the system? If I execute the crontab job, it says that I have mails, but it does not take the mails and put it into the system: Bets Regards, Lars Rieneck

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OTRS 2.3 demo system ?
by Régis OBERLE 11 Jun '08

11 Jun '08

Hello OTRS fans, While waiting for the final 2.3 version and a .deb package for out debian installation, I would like to have a look at this new version, without installing it. The official demo system at otrs.org is still 2.2.6. Do you know a way to test 2.3 quickly ? Regards, Regis

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Setting default TO: field in customer ticket
by Christophe Flaviani 11 Jun '08

11 Jun '08

HI All, I found the solution... In .../Kernel/Modules/CustomerTicketMessage.pm edit about line 411 Old: %NewTos = ($Object->Run(Env => $Self), ('', => '-')); New:%NewTos = ($Object->Run(Env => $Self), ()); Regards, C.

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Bulk Import issues from excel into OTRS
by aleem bagwan 11 Jun '08

11 Jun '08

Hi All, Is there any way to bulk upload issues into OTRS, from excel sheet or CSV, and create respective tickets in OTRS. Is this facility currently present in OTRS...? I tried to find it but got no cue. Anyone knows anything about this ... Thanks, Unlimited freedom, unlimited storage. Get it now, on http://help.yahoo.com/l/in/yahoo/mail/yahoomail/tools/tools-08.html/

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

11 Jun '08

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

11 Jun '08

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/

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2 slashes in address field (http://myserver//otrs/index.pl)
by Henry 11 Jun '08

11 Jun '08

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/

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otrs 2.3
by hamood Iqbal 11 Jun '08

11 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. see my otrs.log file [Sun Jun 8 12:39:44 2008][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 172.30.72.209). [Sun Jun 8 12:40:46 2008][Notice][Kernel::System::User::UserAdd] User: 'hiqbal' ID: '2' created successfully (1)! [Sun Jun 8 12:40:46 2008][Notice][Kernel::System::User::SetPassword] User: 'hiqbal' changed password successfully! [Sun Jun 8 12:41:05 2008][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10b4e7db911938ec94948b318d459a8ef8. [Sun Jun 8 12:42:26 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:42:26 2008][Error][Kernel::System::AuthSession::DB::CheckSessionID][64] Got no SessionID!! [Sun Jun 8 12:42:39 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:42:39 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:43:43 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:43:43 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:00 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:00 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:51 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:51 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:56:42 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:56:47 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:56:52 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:57:00 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:57:08 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:00:13 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:01:32 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:01:32 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:05 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:13 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:13 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:49 2008][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 172.30.72.209). [Sun Jun 8 13:18:03 2008][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10efb9b42a35e933717ad53f982af2ac1a. [Sun Jun 8 13:18:20 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:18:29 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:18:29 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:25:19 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:16 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:16 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:28 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:28 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:44 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:44 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 14:43:33 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 14:43:33 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Any idea what is wrong? or i am doing something wrong. Thanks

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Re: [otrs] Bulk Import issues from excel into OTRS
by Klaus Bruno 11 Jun '08

11 Jun '08

Hello Aleem as far as I know, no. I think you have to write your own import script and put the data directly into the database. Regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of aleem bagwan Sent: Wednesday, June 11, 2008 6:38 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Bulk Import issues from excel into OTRS anybody there who has worked on OTRS and found out that this feature exists or not.. Please revert with a simple yes/no.. this can help me in contributing to OTRS with a new feature. --- On Tue, 10/6/08, aleem bagwan <aleem_hescorp(a)yahoo.com> wrote: > From: aleem bagwan <aleem_hescorp(a)yahoo.com> > Subject: [otrs] Bulk Import issues from excel into OTRS > To: otrs(a)otrs.org > Date: Tuesday, 10 June, 2008, 1:01 AM > Hi All, > Is there any way to bulk upload issues into OTRS, from > excel sheet or CSV, and create respective tickets in OTRS. > Is this facility currently present in OTRS...? I tried to > find it but got no cue. > Anyone knows anything about this ... > > Thanks, > > > Unlimited freedom, unlimited storage. Get it now, on > http://help.yahoo.com/l/in/yahoo/mail/yahoomail/tools/tools-08.html/ > _______________________________________________ > 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/ Download prohibited? No problem. CHAT from any browser, without download. Go to http://in.messenger.yahoo.com/webmessengerpromo.php/ _______________________________________________ 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 2.3
by hamood iqbal 11 Jun '08

11 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. see my otrs.log file [Sun Jun 8 12:39:44 2008][Notice][Kernel::System: :Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 172.30.72.209). [Sun Jun 8 12:40:46 2008][Notice][Kernel::System::User::UserAdd] User: 'hiqbal' ID: '2' created successfully (1)! [Sun Jun 8 12:40:46 2008][Notice][Kernel::System::User::SetPassword] User: 'hiqbal' changed password successfully! [Sun Jun 8 12:41:05 2008][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10b4e7db911938ec94948b318d459a8ef8. [Sun Jun 8 12:42:26 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:42:26 2008][Error][Kernel::System::AuthSession::DB::CheckSessionID][64] Got no SessionID!! [Sun Jun 8 12:42:39 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:42:39 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:43:43 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:43:43 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:00 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:00 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:51 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:51 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:56:42 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:56:47 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:56:52 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:57:00 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:57:08 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:00:13 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:01:32 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:01:32 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:05 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:13 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:13 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:49 2008][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 172.30.72.209). [Sun Jun 8 13:18:03 2008][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10efb9b42a35e933717ad53f982af2ac1a. [Sun Jun 8 13:18:20 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:18:29 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:18:29 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:25:19 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:16 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:16 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:28 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:28 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:44 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:44 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 14:43:33 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 14:43:33 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Any idea what is wrong? or i am doing something wrong. Thanks

1 0

otrs 2.3
by hamood iqbal 11 Jun '08

11 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. see my otrs.log file [Sun Jun 8 12:39:44 2008][Notice][Kernel::System: :Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 172.30.72.209). [Sun Jun 8 12:40:46 2008][Notice][Kernel::System::User::UserAdd] User: 'hiqbal' ID: '2' created successfully (1)! [Sun Jun 8 12:40:46 2008][Notice][Kernel::System::User::SetPassword] User: 'hiqbal' changed password successfully! [Sun Jun 8 12:41:05 2008][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10b4e7db911938ec94948b318d459a8ef8. [Sun Jun 8 12:42:26 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:42:26 2008][Error][Kernel::System::AuthSession::DB::CheckSessionID][64] Got no SessionID!! [Sun Jun 8 12:42:39 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:42:39 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:43:43 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:43:43 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:00 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:00 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:51 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:51 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:56:42 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:56:47 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:56:52 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:57:00 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:57:08 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:00:13 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:01:32 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:01:32 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:05 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:13 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:13 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:49 2008][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 172.30.72.209). [Sun Jun 8 13:18:03 2008][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10efb9b42a35e933717ad53f982af2ac1a. [Sun Jun 8 13:18:20 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:18:29 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:18:29 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:25:19 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:16 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:16 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:28 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:28 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:44 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:44 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 14:43:33 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 14:43:33 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Any idea what is wrong? or i am doing something wrong. Thanks

1 0

Fwd: 2 slashes in address field(http://myserver//otrs/index.pl)
by Henry 11 Jun '08

11 Jun '08

Hi Greg, thanks for answer, I check this setting and it be default (otrs/). Screenshot is attached. Daniel 2008/6/6 Greg Horne <gehorne(a)jws.com>: 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/ >

1 0

Re: [otrs] missing Service type items from the dropdown...
by Klaus Bruno 11 Jun '08

11 Jun '08

Hi Adrian We run actually with more than 30 services. They all must be either associated to one or more customers or marked as default service. Check your configuration at "Customer Users <-> Services" Best regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of adrian guevara Sent: Monday, June 09, 2008 8:38 AM To: User questions and discussions about OTRS.org Subject: [otrs] missing Service type items from the dropdown... Hi, I have 21 valid items on my service list. The trouble is, only 12 of them are appearing on the service drop-down list (from the email ticket or anywhere...). Is there a limit to the number of services that you can add to OTRS? Thanks in advance!

2 2

OpenLDAP Testing?
by Jeff Davis 10 Jun '08

10 Jun '08

New to OTRS... Currently evaluating to see if this system is right for our organization. It's installed, now trying to get LDAP functionality. We use openldap. Steps in docs are a bit unclear to me as to what needs to be done and where to enable LDAP Auth & sync, and methods for testing/debugging my configuration. Thanks in advance for any pointers

4 10

otrs 2.3 subdomain
by arturo alonso 10 Jun '08

10 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

1 0

subdomain to public.pl
by arturo alonso 10 Jun '08

10 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

1 0

OTRS 2.2.6 - Understanding Roles and their implementation in OTRS
by Power, Nathan 10 Jun '08

10 Jun '08

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

1 0

Error
by R.OLYMPH＠denso.nl 10 Jun '08

10 Jun '08

Hi all, I have tried to configer OTRS to make connection to my LDAP server I think I filled in the right settings but get the message : Software error: Not a CODE reference at C:/OTRS/otrs/bin/cgi-bin/index.pl line 44, <PRODUCT> line 4. For help, please send mail to the webmaster (admin(a)your-domain.com) giving this error message and the time and date of the error. does anyone know what this means? __________________________________________________________________________________ Ray Olymph – IS Department | DENSO Europe B.V. Hogeweyselaan 165 | 1382 JL Weesp | P.O. Box 89 | 1380 AB Weesp | The Netherlands ( +31 294 493 222 | NICENET 5030 267 | 6 +31 294 417 122 * R.Olymph(a)denso.nl | : www.denso-europe.com __________________________________________________________________________________

1 0

How to notify a customer when the agent make a UPDATE or FOLLOW UP
by Gabriel Cuervo 10 Jun '08

10 Jun '08

Hi, Let me know how i can send a notification to the customer when the agent make a follow up or update the tickets. Thanks in advance. _________________________________________________________________ News, entertainment and everything you care about at Live.com. Get it now! http://www.live.com/getstarted.aspx

1 1

Services/SLA not working
by Jesús M. Navarro 10 Jun '08

10 Jun '08

Hi all: I'm using Postgres 8.1 and LDAP backend for both users and clients, and my environment seems to be working fine. Now I'm trying to active "services" like "desktop" or "email" for the clients to choose among. Core::Ticket::Service shows "yes" from SysConfig. I can go to Customer User <-> Services and choose one of the services I created to add customers to it. I can click on the users I want and then go to "Send", but then, if I go again to that screen (or if I choose a service to have a look at what customers go along with it) there's no user selected. If I go to the service_customer_user it shows empty. I'm doing something wrong? -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro(a)andago.com

1 0

customized template not chosen
by Jesús M. Navarro 10 Jun '08

10 Jun '08

Hi, list: I'm starting work on a customized theme following "Chapter 14. Creating own themes". I created a "Mycompany" folder within Kernel/Output/HTML, and copied inthere all files from the "Standard" theme with same owner and permissions; then I modified CustomerLogin.dtl and Login.dtl and modified database and Config to point by default to the new theme. It works as expected in that now login appearance is that from my templates. But if I login either as client or agent and then I simply logout, the GUI will use (by means of an index.pl?Action=Logout or customer.pl?Action=Logout form action) the standard template instead of the customized one. Do I need to modify any other config option? Might it be a bug in that some code won't honor current selected theme? TIA -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro(a)andago.com

2 2

LDAP customer backend problem
by CARNINO Daniele 10 Jun '08

10 Jun '08

Hello all, I have a strange problem with the LDAP Customer Backend. When I enter a string and click "Search Customer" in the New Phone Ticket (Outbound) module, if the query returns two or more hits, then I can select one of them, click "Take this customer" and everything is ok: i see all the fields of "customer info" populated correctly. But if the query returns only one hit, there's no way to "take" it and see the "customer info" populated: it remains empty or with the data related to the last "taken" customer. Any hint? Ciao, d. Daniele Carnino ICT - Architetture FIAT Services S.p.A.

1 1

Generic Agent Configuration
by Joseph Sibie Devis 10 Jun '08

10 Jun '08

1 0

Customer interface customisation
by Christophe Flaviani 10 Jun '08

10 Jun '08

Hi, I'm trying to customise the Customers' user interface. I already copied the needed dtl files to .../Output/HTML/<theme> and activated the theme into the database. All of this works, but I want to do the following thing: In the Customers' user interface, I see the following "links" in the NavBar: Logout - New Ticket - MyTickets - CompanyTickets - Search - FAQ-Area - Preferences. I want to remove the "links" CompanyTickets and Search. How...??? Reason: We don't want that a user can see someone else's tickets. (for confidentiality reasons) I already de-activated the CompanyTickets view, but he can still search and then the tickets are shown. So I need to be able to de-activate the ticket search functionality as well. Regards, C.

1 0

Migration from Jitterbug to OTRS script available...
by Niran Abeygunawardena 10 Jun '08

10 Jun '08

Hi everyone, Our group is moving from a very out-dated Jitterbug email system to OTRS. For this purpose, I have developed a perl script to import all jitterbug emails into OTRS for archival and search purposes. It creates all the required articles/threads to each corresponding ticket. A couple of freetext fields are created for jitterbug ticket id, audit, notes and notify fields from jitterbug. If u need this script, please email me. Best Regards, Niran.

1 0

The logic behind CustomerTicket::Permission###1-CustomerUserIDCheck and similar config
by Luca Maranzano 10 Jun '08

10 Jun '08

Hi all, I'm trying to better understand the logic behind the configuration in the Core::Ticket config section. The problem was to allow all the Customer Users of the same Customer Company to see all the ticket for that Company, the default configuration seems to not allow this. We have defined a group for every Customer Company, put all the Customer Users in that group with ro and rw privileges and associated the Queue to that group. So I've modified this: CustomerTicket::Permission###1-CustomerUserIDCheck: Granted = 0 Module = Kernel::System::Ticket::CustomerPermission::CustomerIDCheck Required = 0 (it was 1 by default) and now it seems that all the Customers of the same company can see the ticket. What is the logic behind granted and required? I've tried with Granted=1 and Required=1 (as my logic would suggest ;-) but it did not work. TIA. Cheers, Luca

2 2

expand zoom view for customers
by OTRS - Thorsten 10 Jun '08

10 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

1 0

Email notification of closed calls
by Bill Locke 10 Jun '08

10 Jun '08

Is there a way to enable email notification of closed calls? I have hunted all day and have not found anything on it. -- ~Bill __________________________________ Bill Locke Ayalogic/Green-Ear Systems Administrator 330-247-2182 Bill(a)green-ear.com

2 1

How to notify a customer when the agent make a UPDATE or FOLLOW UP
by Gabriel Cuervo 09 Jun '08

09 Jun '08

Hi, Let me know how i can send a notification to the customer when the agent make a follow up or update the tickets. Thanks in advance. _________________________________________________________________ Discover the new Windows Vista http://search.msn.com/results.aspx?q=windows+vista&mkt=en-US&form=QBRE

1 0

Setting default TO: field in customer ticket
by Christophe Flaviani 09 Jun '08

09 Jun '08

Hi all, I modified some of the Customer Interface settings (only viewing the "external" queues in the New Ticket interface of the customer), which all succeeeded, but I'm looking to set 1 default queue. For the moment, I have the "new ticket" page with a dropdown TO: field. I'd like to replace the standard "-" by the first entry in the list (or something else) Regards, C.

1 0

Otrs 2.3
by hamood Iqbal 09 Jun '08

09 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. see my otrs.log file [Sun Jun 8 12:39:44 2008][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 172.30.72.209). [Sun Jun 8 12:40:46 2008][Notice][Kernel::System::User::UserAdd] User: 'hiqbal' ID: '2' created successfully (1)! [Sun Jun 8 12:40:46 2008][Notice][Kernel::System::User::SetPassword] User: 'hiqbal' changed password successfully! [Sun Jun 8 12:41:05 2008][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10b4e7db911938ec94948b318d459a8ef8. [Sun Jun 8 12:42:26 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:42:26 2008][Error][Kernel::System::AuthSession::DB::CheckSessionID][64] Got no SessionID!! [Sun Jun 8 12:42:39 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:42:39 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:43:43 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:43:43 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:00 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:00 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:51 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:49:51 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:56:42 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:56:47 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:56:52 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:57:00 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 12:57:08 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:00:13 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:01:32 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:01:32 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:05 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:13 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:13 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:16:49 2008][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 172.30.72.209). [Sun Jun 8 13:18:03 2008][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10efb9b42a35e933717ad53f982af2ac1a. [Sun Jun 8 13:18:20 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:18:29 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:18:29 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:25:19 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:16 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:16 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:28 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:28 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:44 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 13:28:44 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 14:43:33 2008][Error][Kernel::System::CustomerUser::LDAP::new][144] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece [Sun Jun 8 14:43:33 2008][Error][Kernel::System::Auth::LDAP::Auth][191] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Any idea what is wrong? or i am doing something wrong. Thanks

2 3

Listen Administrator -> Unzustellbarkeitsmeldung
by Klaus Bruno 09 Jun '08

09 Jun '08

Hallo Listen Administrator Ich bekomme bei jedem Posting an die Liste eine Unzustellbarkeitsmeldung: Ihre Nachricht hat einige oder alle Empfänger nicht erreicht. Betreff: Re: [otrs] missing Service type items from the dropdown... Gesendet am: 09.06.2008 08:51 Folgende Empfänger konnten nicht erreicht werden: otrs-otrs(a)lusen.otrs.org am 09.06.2008 08:58 Das E-Mail-System konnte diese Nachricht nicht übermitteln, ohne einen besonderen Grund dafür anzugeben. Überprüfen Sie die Adresse, und versuchen Sie es dann erneut. Wenn die Übermittlung nochmals fehlschlägt, wenden Sie sich an den Systemadministrator. < lusen.otrs.org #5.0.0 X-Postfix; mail forwarding loop for otrs-otrs(a)lusen.otrs.org> Beste Grüsse, Bruno

1 0

Due Date calculation
by Aysel Pamuk 09 Jun '08

09 Jun '08

Hello, I have created a queue SEVERITY-3 with Calendar 1(8:00-17:00 x 5). Calendar 1 is configured as 8:00-17:00 for weekdays. Escalation solution time for that queue is 14400 mins (10 days). While creating an e-mail ticket, Due Date is given as TOMORROW, my escalaiton solution time constraint is not taken into consideration. How can I make DUE DATE calculated to 10 days later. Thanks in advance, Aysel

1 0

Agent notification - Queue Move
by Lucas Keller 09 Jun '08

09 Jun '08

I have an interesting issue, that I am unable to find a configuration change for (though, it probably does exist somewhere!). Situation (simplified): Queue 1: SubQueue - A SubQueue - B Agent1 has queue 1 and SubQueue A as "My Queues". Ticket comes in to queue 1, notification goes to agent. Ticket gets moved to SubQueue A, and agent gets a notification. (Working as I would expect). Now, agent1 goes and looks at said ticket, and moves ticket to SubQueue B. Agent 2 has SubQueue - B as a "My Queues" and does NOT get a notification. This is one simple showing of this, but really.. we are moving tickets around a little more often than this between several different subqueues. The only time we get any notifications of new tickets in a queue is when they first come in and the first subqueue they get moved into. Is this normal? Can we change it so that we get a notification EVERY time a ticket goes into another queue? Thanks, Lucas Keller Prophet Network Integration (o) 602.454.0471

3 3

missing Service type items from the dropdown...
by adrian guevara 09 Jun '08

09 Jun '08

Hi, I have 21 valid items on my service list. The trouble is, only 12 of them are appearing on the service drop-down list (from the email ticket or anywhere...). Is there a limit to the number of services that you can add to OTRS? Thanks in advance!

1 0

otrs 2.3 beta 2 AD integration
by hamood Iqbal 08 Jun '08

08 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

1 1

OTRS Issue with System E-mail Addresses
by Henry Chang 07 Jun '08

07 Jun '08

Hello All, I'm currently having an issue with one of my OTRS system addresses. I have an e-mail account accounts(a)domain.com and I have a queue named Accounts that has a sub-queue Accounts::General. I've set the system address to file all new tickets into the sub-queue Accounts::General. However, whenever new tickets come in OTRS is still sorting my e-mails into the main Accounts queue. I have a bunch of other system e-mail addresses setup up in the same manner and all of them seem to be able to sort the new e-mail tickets into the correct sub-queues correctly except this one. Can someone point me in the right direction? Did I just forget to configure something somewhere that I might have done in the past? Thank you. :) Henry

1 0

Re: [otrs] PostmasterPOP3.pl - No mail import
by Sune T. Tougaard 07 Jun '08

07 Jun '08

Hi Shawn, >> Since also sometime last week, the PostmasterPOP3 script doesn't import >> mails. >> No events recorded in the OTRS log, but in the CRONw log i see the >> following: > Try running the Postmaster.pl from the command line to get more output. Thanks, and sorry, i forgot to mention that the import actually works just fine from the command line. No problems at all. So until i figure out what's going on, i'm running it from a scheduled task in windows instead of using the cronw. The other cron tasks seem to execute as they are supposed to. And since it used to work and has done so for quite some time, the culprit may lay with the configuration of the OS. I'll see if i can dig something up. Thanks. -- /Sune

1 0

bulk actions
by Jamie Spence 07 Jun '08

07 Jun '08

Anyone ever had teh bulk action functionality stop working? I can select multiple tickets but teh bulk action link doesnt any longer bring up the action screen. Any ideas? Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

2 1

2 slashes in address field (http://myserver//otrs/index.pl)
by Henry 06 Jun '08

06 Jun '08

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

3 3

Responsible vs Owner
by gen＠gentube.com 06 Jun '08

06 Jun '08

I have a few queues that are used by several people. The setup is that we have both shared support queues and personal sales queues, which I assume is a common situation. What we want is to open the queue in lite mode and immediately see who is responsible for each ticket, but right now the owner is displayed to the right of the ticket. It would also be fine to just assign ownership to the responsible person, but changing the owner also moves the mail to that person's personal queue. I need to either display the responsible person in the queue view, or change it so that an ownership change does not move the ticket to a new queue. Any help would be greatly appreciated. I have looked all over the config and I'm missing this. ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

2 1

Locked Tickets Disappearing/New Message Counts are off
by dohboy 06 Jun '08

06 Jun '08

We've recently migrated from OTRS on windows to OTRS on linux and a strange phenomenon is happening. When a new message appears in the queue, the support staff will lock the ticket before working on it. When they lock the ticket, they expect the ticket to appear in their "Locked Tickets" and "New Messages" queue. What is happening is the counter on the screen that says Locked Tickets and New Messages goes up by 1, as expected, but the ticket itself is not visible in either queue. In this case, the "New Messages" queue count is 7, but when look at the New Messages, only 6 are listed. The same is true for the "Locked Tickets" queue, the number of messages listed does not match the number of actual tickets visible in the queue itself. In this case there is a 2 ticket discrepancy. This seems like a database table issue. I checked my mysql version, I'm running 5.0.51a-3ubuntu5.1. I ran 'RebuildTicketIndex.pl', and 'mysqlcheck -u root -p --auto-repair --check --optimize --all-databases'. I'm not sure what to do next, since the problem is still happening. Suggestions/advice? Thanks Ron

2 1

2 inbound mail ids
by Jamie Spence 06 Jun '08

06 Jun '08

Hey, I have just added a second inbound mail and cant seem to get it going. 1) Is it possible? 2) anything specific I need to do. I had no issue with the first one. Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

2 3

PostmasterPOP3.pl - No mail import
by Sune T. Tougaard 06 Jun '08

06 Jun '08

Hi, Im having some issues with an OTRS 2.2.4 installation on a Windows 2003 server. Everything has been running fine for very long. I'm not sure that it's related but last week i added another Postmaster POP3 Account, now 8 accounts in total. Since also sometime last week, the PostmasterPOP3 script doesn't import mails. No events recorded in the OTRS log, but in the CRONw log i see the following: [2008/06/04 08:05:00] going to start C:/Apps/Perl/bin/perl.exe with arguments 'C:/Apps/otrs/bin/PostMasterPOP3.pl' [2008/06/04 08:05:00] Win32::Process::Create('C:\WINDOWS\system32\cmd.exe', '"cmd.exe" /C "C:/Apps/Perl/bin/perl.exe C:/Apps/otrs/bin/PostMasterPOP3.pl"', 'C:/Apps/Perl/bin') [2008/06/04 08:05:00] Process 1608 started [2008/06/04 08:05:01] Process 1608 finished. Exit code: 3221225477 Not totally sure, but that exit code looks to me like a C0000005, which usually means Access Denied / Access Violation. I can't figure out why i'm seeing this. Don't see any recent fixes installed or any major changes made. I tried configuring the cron service to log on as Administrator (default is LocalSystem), and that appeared to work (only after a reboot though), but only for a short while. The error in the log reappears a little later, and the mail import stops. I think that it may be more related to CRONw (or probably Windows) than OTRS, but this may indeed be the best place to get support for both. :-) Running version 2.0 of cronw. Have any of you experienced something like this? Would appreciate any input you can give. Thanks. -- /Sune

2 1

Re: [otrs] [Close a ticket from a remote application]
by Sune T. Tougaard 06 Jun '08

06 Jun '08

I think that you may need to use the english states when setting them like this. Do you see a "StateType 'Fermé avec succès' not found!" in your log files? So, to close it, try using "X-OTRS-FollowUp-State: closed successful" instead. Does that work? -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime Sent: 6. juni 2008 12:13 To: User questions and discussions about OTRS.org Subject: Re: [otrs] [Close a ticket from a remote application] I thought too that OTRS made this matching by default. But visibly when i set the ticket id "Ticket#<ticketid>" in the subject and i add a "X-OTRS-FollowUp-State:Fermé avec succès" in the header it doesn't work and it create a new Ticket. I want to be sure that it's not a bad manipulation from me. Futhermore i searched informations about SOAP Interface but i'm not sure i can interact from a SOAP Java Client with OTRS SOAP Interface. _____ From: stt(a)lyngsoesystems.com To: otrs(a)otrs.org Date: Fri, 6 Jun 2008 11:56:09 +0200 Subject: Re: [otrs] [Close a ticket from a remote application] Not tested very much, but i think that as long as the otrs can see "Ticket#: <ticketid>" in the subject, it should be able to match it to an existing ticket. OTRS does this matching by default. I didn't create any filters for it. I don't know how it works if otrs is configured to search the body for ticket ids as well. I'm not sure i'm seeing the same results everytime... I think the weekend must have started early on me. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime Sent: 6. juni 2008 10:48 To: User questions and discussions about OTRS.org Subject: Re: [otrs] [Close a ticket from a remote application] During your test you have closed an existing ticket by sending a new mail with X-OTRS-FollowUp-State:closed successfully ( closed successfully, i suppose is the name of the state you want to set) in the header but how do you precise the ticket number to modify ? Have you set it in the mail subject like that : [Ticket#00000] where 00000 is the number of the ticket to precise the ticket to close ? Peharps it don't work for me because i don't precise correctly the ticket number to close. Is it necessary to create in addition a filter to make-work this solution ? Concerning the property "trusted", i have already verified, the pop3 account is marked as trusted. _____ From: stt(a)lyngsoesystems.com To: otrs(a)otrs.org Date: Fri, 6 Jun 2008 09:59:24 +0200 Subject: Re: [otrs] [Close a ticket from a remote application] A quick test in my setup, shows that setting the X-OTRS-FollowUp-State header to closed successful actually works. One thing though, the pop3 account must be marked as trusted for it to work, i think. (Admin->PostmasterPOP3 Account-><account>) -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime Sent: 5. juni 2008 23:51 To: User questions and discussions about OTRS.org Subject: Re: [otrs] [Close a ticket from a remote application] Hi, In fact i have already tested X-OTRS-State with the ticket number in the subject but it didn't work. I haven't tried the one you propose : X-OTRS-FollowUp-State. I thought that it was to be informed when a ticket state had been changed. I will test tomorrow. Concerning the SOAP Web Service, i'm very interrested because i didn't know that OTRS proposes such functionalities. Do you know where i can find more documentation about this. Thank you very much for your help. > Date: Thu, 5 Jun 2008 21:21:23 +0200 > From: sebastien.prudhomme(a)gmail.com > To: otrs(a)otrs.org > Subject: Re: [otrs] [Close a ticket from a remote application] > > Hi, > > I've not tested that case but it should be possible to do what you want. > > Do you use an email with a X-OTRS-FollowUp-State header ? Do you set > the ticket number in the subject ? > > You can also use the SOAP web service. > > 2008/6/5 olivia hime <olhime(a)hotmail.fr>: > > Hi, > > > > My company uses OTRS version 2.2.5. I have to close tickets from a remote > > application and i don't know how to proceed. I tested X-OTRS Header but > > unsuccessfully. Have you idea to resolve my problem ? Can i close a ticket > > if i know its number with a simple mail ? > > > > In advance thank you for your help. > > Best regards. > > > > ________________________________ > > Plus de 15 millions de français utilisent Windows Live Messenger ! > > Téléchargez Messenger, c'est gratuit ! > > _______________________________________________ > > 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? > =ttp://www.otrs.com/ _____ Plus de 15 millions de français utilisent Windows Live Messenger ! Téléchargez <http://www.windowslive.fr/messenger/> Messenger, c'est gratuit ! _____ Avec Windows Live Messenger restez en contact avec tous vos amis ! Téléchargez <http://www.windowslive.fr/messenger/> Messenger, c'est gratuit ! _____ Discutez gratuitement avec vos amis en vidéo ! Téléchargez Messenger, <http://www.windowslive.fr/messenger/> c'est gratuit !

2 1

Scheduling tasks with OTRS?
by keke.karhu＠suomi24.fi 06 Jun '08

06 Jun '08

Hey, is it possible to schedule some tasks with OTRS for agents? It would be nice if we could schedule some longer tasks to our support staff. If I have understood correctly there this somekind of calendar-function, is it for this kind of scheduling of tickets? Or is there some other way to enable ticket scheduling and work planning? Thanks in advance: K Karhu

1 0

How to change the default theme for Customer interface?
by Luca Maranzano 06 Jun '08

06 Jun '08

Hi all, we are implementing OTRS 2.2.6 in our company to give service support for our customers. A question about theme customization: which is the right way to make our theme the default theme so that when any user accessing this url: http://otrs.ourcompany.com/otrs/customer.pl can see our company theme with logos and colours? We have already implemented our theme and it is visible *after* the customer has logged in, but we'd like to make it visible even before :-) Thanks in advance. Regards, Luca

2 1

Fwd: Undelivered Mail Returned to Sender
by Miguel Dias 06 Jun '08

06 Jun '08

Helo, I'm trying to send this e-mail to "User questions and discussions about OTRS.org" <otrs(a)otrs.org> but I can't. Can please some one help me? Best Regards ---------- Forwarded message ---------- From: Mail Delivery System <MAILER-DAEMON(a)otrs.org> Date: 2008/6/6 Subject: Undelivered Mail Returned to Sender To: miguel.dias.s11(a)gmail.com 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 ---------- Mensagem encaminhada ---------- From: Miguel Dias <miguel.dias.s11(a)gmail.com> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Date: Fri, 6 Jun 2008 10:05:53 +0100 Subject: [otrs] Change messages LogOFF 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 _______________________________________________ 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

Re: [otrs] [Close a ticket from a remote application]
by Sune T. Tougaard 06 Jun '08

06 Jun '08

Not tested very much, but i think that as long as the otrs can see "Ticket#: <ticketid>" in the subject, it should be able to match it to an existing ticket. OTRS does this matching by default. I didn't create any filters for it. I don't know how it works if otrs is configured to search the body for ticket ids as well. I'm not sure i'm seeing the same results everytime... I think the weekend must have started early on me. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime Sent: 6. juni 2008 10:48 To: User questions and discussions about OTRS.org Subject: Re: [otrs] [Close a ticket from a remote application] During your test you have closed an existing ticket by sending a new mail with X-OTRS-FollowUp-State:closed successfully ( closed successfully, i suppose is the name of the state you want to set) in the header but how do you precise the ticket number to modify ? Have you set it in the mail subject like that : [Ticket#00000] where 00000 is the number of the ticket to precise the ticket to close ? Peharps it don't work for me because i don't precise correctly the ticket number to close. Is it necessary to create in addition a filter to make-work this solution ? Concerning the property "trusted", i have already verified, the pop3 account is marked as trusted. _____ From: stt(a)lyngsoesystems.com To: otrs(a)otrs.org Date: Fri, 6 Jun 2008 09:59:24 +0200 Subject: Re: [otrs] [Close a ticket from a remote application] A quick test in my setup, shows that setting the X-OTRS-FollowUp-State header to closed successful actually works. One thing though, the pop3 account must be marked as trusted for it to work, i think. (Admin->PostmasterPOP3 Account-><account>) -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime Sent: 5. juni 2008 23:51 To: User questions and discussions about OTRS.org Subject: Re: [otrs] [Close a ticket from a remote application] Hi, In fact i have already tested X-OTRS-State with the ticket number in the subject but it didn't work. I haven't tried the one you propose : X-OTRS-FollowUp-State. I thought that it was to be informed when a ticket state had been changed. I will test tomorrow. Concerning the SOAP Web Service, i'm very interrested because i didn't know that OTRS proposes such functionalities. Do you know where i can find more documentation about this. Thank you very much for your help. > Date: Thu, 5 Jun 2008 21:21:23 +0200 > From: sebastien.prudhomme(a)gmail.com > To: otrs(a)otrs.org > Subject: Re: [otrs] [Close a ticket from a remote application] > > Hi, > > I've not tested that case but it should be possible to do what you want. > > Do you use an email with a X-OTRS-FollowUp-State header ? Do you set > the ticket number in the subject ? > > You can also use the SOAP web service. > > 2008/6/5 olivia hime <olhime(a)hotmail.fr>: > > Hi, > > > > My company uses OTRS version 2.2.5. I have to close tickets from a remote > > application and i don't know how to proceed. I tested X-OTRS Header but > > unsuccessfully. Have you idea to resolve my problem ? Can i close a ticket > > if i know its number with a simple mail ? > > > > In advance thank you for your help. > > Best regards. > > > > ________________________________ > > Plus de 15 millions de français utilisent Windows Live Messenger ! > > Téléchargez Messenger, c'est gratuit ! > > _______________________________________________ > > 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? > =ttp://www.otrs.com/ _____ Plus de 15 millions de français utilisent Windows Live Messenger ! Téléchargez <http://www.windowslive.fr/messenger/> Messenger, c'est gratuit ! _____ Avec Windows Live Messenger restez en contact avec tous vos amis ! Téléchargez Messenger, <http://www.windowslive.fr/messenger/> c'est gratuit !

2 1

show empty queues
by Stephen Gebbie 06 Jun '08

06 Jun '08

Is there any method of forcing otrs to show empty queues. even if i could find the sql statement that returns all your groups i could tweak that... has anyone managed to do it? thanks steven

1 0

Re: [otrs] [Close a ticket from a remote application]
by Sune T. Tougaard 06 Jun '08

06 Jun '08

A quick test in my setup, shows that setting the X-OTRS-FollowUp-State header to closed successful actually works. One thing though, the pop3 account must be marked as trusted for it to work, i think. (Admin->PostmasterPOP3 Account-><account>) -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime Sent: 5. juni 2008 23:51 To: User questions and discussions about OTRS.org Subject: Re: [otrs] [Close a ticket from a remote application] Hi, In fact i have already tested X-OTRS-State with the ticket number in the subject but it didn't work. I haven't tried the one you propose : X-OTRS-FollowUp-State. I thought that it was to be informed when a ticket state had been changed. I will test tomorrow. Concerning the SOAP Web Service, i'm very interrested because i didn't know that OTRS proposes such functionalities. Do you know where i can find more documentation about this. Thank you very much for your help. > Date: Thu, 5 Jun 2008 21:21:23 +0200 > From: sebastien.prudhomme(a)gmail.com > To: otrs(a)otrs.org > Subject: Re: [otrs] [Close a ticket from a remote application] > > Hi, > > I've not tested that case but it should be possible to do what you want. > > Do you use an email with a X-OTRS-FollowUp-State header ? Do you set > the ticket number in the subject ? > > You can also use the SOAP web service. > > 2008/6/5 olivia hime <olhime(a)hotmail.fr>: > > Hi, > > > > My company uses OTRS version 2.2.5. I have to close tickets from a remote > > application and i don't know how to proceed. I tested X-OTRS Header but > > unsuccessfully. Have you idea to resolve my problem ? Can i close a ticket > > if i know its number with a simple mail ? > > > > In advance thank you for your help. > > Best regards. > > > > ________________________________ > > Plus de 15 millions de français utilisent Windows Live Messenger ! > > Téléchargez Messenger, c'est gratuit ! > > _______________________________________________ > > 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? > =ttp://www.otrs.com/ _____ Plus de 15 millions de français utilisent Windows Live Messenger ! Téléchargez Messenger, <http://www.windowslive.fr/messenger/> c'est gratuit !

2 1

[Close a ticket from a remote application]
by olivia hime 06 Jun '08

06 Jun '08

Hi, My company uses OTRS version 2.2.5. I have to close tickets from a remote application and i don't know how to proceed. I tested X-OTRS Header but unsuccessfully. Have you idea to resolve my problem ? Can i close a ticket if i know its number with a simple mail ? In advance thank you for your help. Best regards. _________________________________________________________________ Faites vous de nouveaux amis grâce à l'annuaire des profils Messenger ! http://home.services.spaces.live.com/search/?page=searchresults&ss=true&For…

3 3

@INC
by Jeff Hubis 05 Jun '08

05 Jun '08

Hello All, Does anyone know how to edit the @INC list? Can anyone tell where it actually is? Regards, Jeff jhubis(a)xoftinc.com

1 0

Re: [otrs] ERROR: OTRS-PM3-10 Perl - Message: Can'tconnectto <mailserver>
by Tina Kerr 05 Jun '08

05 Jun '08

Thanks, Brett and Daniele! I got the POP3 server working again. But things are only working ½ ways. One thing to note: I have customercare(a)calpont.com forwarded to my personal email, tkerr. If I enter a ticket externally, outside of OTRS, an auto-response is sent and the message is forwarded to tkerr appropriately. However, if I enter a ticket internally, via OTRS, an auto-response is sent, BUT the message does not get forwarded to tkerr... it used to. Also, neither ticket shows up under New messages(0) with in OTRS. The ticket does appear in my queue, but not in my New messages. Thanks in advance for your 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.

1 0

Otrs Newbie question
by Daniel Castro 05 Jun '08

05 Jun '08

Hi, I started to use OTR and i am really liking it. I want to know to to configure otrs to send in the Customer::StateUpdate the text I typed when I closed the ticket. This is important to show the user why I closed the Ticket. Or there is a better way to do it? Best Regards, -- 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

6 10

Outgoing Mail Question
by Smith, Shuka 05 Jun '08

05 Jun '08

Hello! I've setup OTRS on a Windows Server 2008 box and everything seems to be working well except for outgoing email. I've configured OTRS to send emails via SMTP. I used the GUI frontend (Framework::Core::Sendmail) to configure the settings. My problem is that in the standard ticket view, under Compose Answer (email), there is no clickable link for "empty answer" to create the email response. Under Compose Answer there is just grey space and then Contact Customer. Did I miss some basic setup step? Any help would be great! Thanks in Advance, Shuka

3 4

Closed Ticket Report
by Daniel Castro 05 Jun '08

05 Jun '08

Hi, Is there any way to make a report with the closed tickets and the text I used to explain why I closed them? Best regards, -- 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

ERROR: OTRS-PM3-10 Perl - Message: Can't connect to<mailserver>
by Tina Kerr 05 Jun '08

05 Jun '08

For some odd reason, my mailer is not working properly. Nothing has changed but when I try to test the PostMasterPOP3.pl manually, I get the following message, although I am able to ping the mail server. HELP! [root@srvotrs bin]# ./PostMasterPOP3.pl ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Thu Jun 5 10:40:26 2008 Message: Can't connect to srvemail1.calpont.com Traceback (6080): Module: main::FetchMail (v1.25) Line: 152 Module: ./PostMasterPOP3.pl (v1.25) Line: 125 [root@srvotrs bin]# ping srvemail1.calpont.com PING srvemail1.calpont.com (10.100.3.12) 56(84) bytes of data. 64 bytes from srvemail1.calpont.com (10.100.3.12): icmp_seq=1 ttl=128 time=1.30 ms 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.

1 0

Initial logon problems on RedHat
by Edward Burke 05 Jun '08

05 Jun '08

Hi, I am trying to install OTRS (2.2.7) on our server (RedHat). Installation is successful up until the initial logon with the username root@localhost and password root. I get the following in my log: Jun 5 15:13:22 db2 OTRS-CGI-10[17407]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost doesn't exist or is invalid!!! (REMOTE_ADDR: ************) Can anyone give me any help to solve this problem? Best regards, Ed

1 0

Opening .ics files sent by calendar module in Outlook 2003
by Régis OBERLE 05 Jun '08

05 Jun '08

Hello OTRS fans, I'm testing the calendar module. Every event added to the calendar is sent to the agent by e-mail, with a .ics file attached to it. I can open the file within Outlook 2003, but can't save it in the Outlook Calendar. It says: "This meeting does not appear in the calendar. It may be moved or deleted." (or something like that in my French version). Did you manage to use OTRS .ics files with Outlook ? How ? Thanks and regards, Regis

1 1

Error: Unknown column 'calendar_name' in 'field list', SQL: 'INSERT INTO queue (name, &n[..]
by Julian Junge - Futurlink 05 Jun '08

05 Jun '08

Dear list, You got an idea what this is and how I can solve it to get back fast in creating my queues? ERROR: OTRS-CGI-08 Perl: 5.8.8 OS: linux Time: Thu Jun 5 16:34:19 2008 Message: Unknown column 'calendar_name' in 'field list', SQL: 'INSERT INTO queue (name, group_id, unlock_timeout, system_address_id, calendar_name, default_sign_key, salutation_id, signature_id, first_response_time, update_time, solution_time, follow_up_id, follow_up_lock, state_notify, move_notify, lock_notify, owner_notify, valid_id, comments, create_time, create_by, change_time, change_by) VALUES ('Support', 5, 1440, 1, '1', '', 1, 1, 1440, 670, 0, 1, 0, 0, 0, 0, 0, 1, '', current_timestamp, 2, current_timestamp, 2)' Traceback (2267): Module: Kernel::System::Queue::QueueAdd (v1.74) Line: 779 Module: Kernel::Modules::AdminQueue::Run (v1.33) Line: 164 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::h andler (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 Thank you very much, Julian Junge Direktor Customer Service julian.junge(a)futurlink.com FuturLink Distrito 22@ C/Almogàvers 107-119 08018 Barcelona, SPAIN T.+34 933008866 F.+34 934851318 ---------------------------------------------------------------------------- ------------ The information in this e-mail and in any attachments is confidential and solely for the attention and use of the named addressee(s). You are hereby notified that any dissemination, distribution or copy of this communication is prohibited without the prior written consent of FUTURLINK. If you have received this communication in error, please, notify the sender by reply e-mail ---------------------------------------------------------------------------- ------------ Este correo electrónico y, en su caso, cualquier fichero anexo al mismo, contiene información de carácter confidencial exclusivamente dirigida a su destinatario o destinatarios. Queda prohibida su divulgación, copia o distribución a terceros sin la previa autorización escrita de FUTURLINK. En el caso de haber recibido este correo electrónico por error, se ruega notificar inmediatamente esta circunstancia mediante reenvío a la dirección electrónica del remitente. ---------------------------------------------------------------------------- ------------ Aquest correu electrònic i, en el seu cas, qualsevol fitxer annex al mateix, conté informació de caràcter confidencial exclusivament dirigida al seu destinatari o destinataris. Queda prohibida la seva divulgació, còpia o distribució a tercers sense la prèvia autorització escrita de FUTURLINK. En cas d'haver rebut aquest correu electrònic per error, es prega notificar immediatament aquesta circumstància mitjançant reenviament a l'adreça electrònica del remitent.

1 0

Calendar in Ticket queue
by Aysel Pamuk 05 Jun '08

05 Jun '08

Hello, I have created a queue SEVERITY-3 with Calendar 1 1 (8:00-17:00 x 5). Calendar 1 is configured as 8:00-17:00 for weekdays. Escalation solution time for that queue is 14400 mins (10 days). While creating an e-mail ticket, Due Date is given as TOMORROW, my escalaiton solution time constraint is not taken into consideration. How can I make DUE DATE calculated to 10 days later. Thanks in advance, Aysel

1 0

compose answer: cc-field is auto-filled ??
by Peter van Beugen 05 Jun '08

05 Jun '08

Hi, I have a few OTRS installations (2.2.5) and with two I have a strange problem: when I answer a ticket by using one of the "compose answer" links I have, the CC field of the ticket is auto-filled with the original "TO" email address. (so when the agent do not pay attention and not clear the cc field, the answer ticket is sent to the queue again...) I'm very confused about this and researched all the config options, but I can not find any option to control this. anyone??? regards, Peter van Beugen

2 9

Re: [otrs] change user name makes loosing ticket tracking?!
by LQ Marshall 05 Jun '08

05 Jun '08

If I follow your question correctly, the answer is yes. This is the behavior I have seen. You'd would have to edit each ticket assigned to that customer. I would think there may be an automated way of performing this. Paulo Abreu wrote on 6/4/08 12:03 >I have just edit client user >and after changing user >name, the user is >not able to track its tickets >again. I have to restore >username again. >Is this a normal behavior? > >Thanks, >Paulo Abreu

2 1

Replacement for CronW
by Zimmerling, Alexander 05 Jun '08

05 Jun '08

Hi everybody, I'm looking for a replacement for cronW for Windows. We are running a Windows 2000 Server and OTRS on IIS and MSSQL. One of the requirements is, that as less as possible software is installed on this system. Is it possible to run the 'cronjobs' with the task-scheduler? I've created some batch files, which will do all the stuff needed, but the stop working after one day (without any reason). Anyone some experience? Kind regards, Alex

1 0

prevent change in customer id...
by adrian guevara 05 Jun '08

05 Jun '08

Hi Guys, Yet more questions from me... We are currently parsing emails from a distribution list and creating new emails as tickets. There seems to be a problem when parsing emails from agents. If an agent replies to a ticket via email (the real one, not the email-ticket facility), it seems that he is also changing the customer id of the ticket involuntarily (he has full admin rights). How can you prevent anyone (even admins) from changing the original customer indicated in the ticket if the response was sent via email? Can someone point this out to me? Thanks!

1 0

remove ticket hook divider, etc...
by adrian guevara 05 Jun '08

05 Jun '08

Hi Guys, It's me again :) Is there a way to remove the ticket hook, the divider and the number generator on the email sent out by otrs? If not, is it possible to configure it in such a way that the subject is shown first before the ticket hook, etc. ? I tried disabling those from Core::Ticket, and it doesn't seem to work. Cheers, Rebs

2 3

Otrs Newbie question
by Daniel Castro 04 Jun '08

04 Jun '08

Hi, I started to use OTR and i am really liking it. I want to know to to configure otrs to send in the Customer::StateUpdate the text I typed when I closed the ticket. This is important to show the user why I closed the Ticket. Or there is a better way to do it? Best Regards, -- 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

Otrs Newbie question
by Daniel Castro 04 Jun '08

04 Jun '08

Hi, I started to use OTR and i am really liking it. I want to know to to configure otrs to send in the Customer::StateUpdate the text I typed when I closed the ticket. This is important to show the user why I closed the Ticket. Or there is a better way to do it? Best Regards, -- 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 1

change user name makes loosing ticket tracking?!
by Paulo Abreu 04 Jun '08

04 Jun '08

I have just edit client user and after changing user name, the user is not able to track its tickets again. I have to restore username again. Is this a normal behavior? Thanks, Paulo Abreu

1 0

How to quote an internal note?
by Kai Habermann 04 Jun '08

04 Jun '08

Hi everyone, I hope you guys have a hint for me: Is it possible for an agent, to qoute or comment an internal note without sending an email? So an agent is able to leave another comment quoting his earlier statement? Like the normal email behaviour without email: On ... agent X wrote: > quoted text > 2nd quoted line new comment Is that possible with otrs? And when ist ist possible, how can I get this to work? Thanks in advance! :-) Kai -- GMX startet ShortView.de. Hier findest Du Leute mit Deinen Interessen! Jetzt dabei sein: http://www.shortview.de/?mc=sv_ext_mf@gmx

1 0

Re: [otrs] Customer authentication via Active Directory
by Sune T. Tougaard 04 Jun '08

04 Jun '08

Hi, I think there may be a couple of typos in the config file (UserPricipalName (missing 'n') ). Besides that, i think that some of the fields are mandatory. If, for example, you login as a user with an empty E-mail field, you'll get the Panic! No UserData! error. Login, Email and CustomerID needed, according to your own config file. Others may also be required. Is there anything in the OTRS log about missing data? -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christophe Flaviani Sent: 4. juni 2008 12:52 To: otrs(a)otrs.org Subject: [otrs] Customer authentication via Active Directory Dear All, I'm configuring otrs 2.2.6 and I'm facing a configuration problem: Configuration goal: Manage all users (both agents and customers) from an Active Directory Server (Windows 2003 SP2) so that we don't have to add a user in both interfaces. I managed to setup both Agent Authentication and Agent db synchronistation (which is done through UserSyncLDAPMap). This part works fine: When I login with an unkown user for otrs, he authenticates vie AD, fetches all info from the AD and writes it into the system_user table. Concerning the customer part, I can authenticate vie AD for the customers, but he does not inject anything into the customer_user table When I try to login through the Customer page, I get the message "Panic! No UserData!!!". As I understood, after reading the documentation and the different config pages, this is due to the fact that he cannot find a reference into the customer_user table... How do I synchronize/inject data into the customer_user table from AD? Is there a similar mechanism as for the Agents (through UserSyncLDAPMap)? (through the parameter {DatabaseUserTable} = 'customer_user' ?) Or am I missing things In attachment, you'll find my configuration Regards, Christophe PS: Authentication works fine as in the logging (and also while sniffing traffic) he authenticates well and passes all data.

2 1

Customer authentication via Active Directory
by Christophe Flaviani 04 Jun '08

04 Jun '08

Dear All, I'm configuring otrs 2.2.6 and I'm facing a configuration problem: Configuration goal: Manage all users (both agents and customers) from an Active Directory Server (Windows 2003 SP2) so that we don't have to add a user in both interfaces. I managed to setup both Agent Authentication and Agent db synchronistation (which is done through UserSyncLDAPMap). This part works fine: When I login with an unkown user for otrs, he authenticates vie AD, fetches all info from the AD and writes it into the system_user table. Concerning the customer part, I can authenticate vie AD for the customers, but he does not inject anything into the customer_user table When I try to login through the Customer page, I get the message "Panic! No UserData!!!". As I understood, after reading the documentation and the different config pages, this is due to the fact that he cannot find a reference into the customer_user table... How do I synchronize/inject data into the customer_user table from AD? Is there a similar mechanism as for the Agents (through UserSyncLDAPMap)? (through the parameter {DatabaseUserTable} = 'customer_user' ?) Or am I missing things In attachment, you'll find my configuration Regards, Christophe PS: Authentication works fine as in the logging (and also while sniffing traffic) he authenticates well and passes all data.

1 0

backup error, Application.tar.gz: file changed as we read it, failed
by Friedrich Nietzsche 04 Jun '08

04 Jun '08

Hi I'm trying out the backup script in otrs/scripts, but I get this error message: otrs:/usr/share/otrs/backup# /usr/share/otrs/scripts/backup.pl -d /usr/share/otrs/backup done Backup /usr/share/otrs/backup/2008-06-04_09-27/Config.tar.gz ... done Backup /usr/share/otrs/backup/2008-06-04_09-27/Application.tar.gz ... tar: ./backup/2008-06-04_09-27/Application.tar.gz: file changed as we read it failed Dump MySQL rdbms ... done Compress SQL-file... done -- Does anyone know how to fix Backup /usr/share/otrs/backup/2008-06-04_09-27/Application.tar.gz ... tar: ./backup/2008-06-04_09-27/Application.tar.gz: file changed as we read it failed? I still get some data into the archive though: -rw-r--r-- 1 root root 9910285 Jun 4 09:27 Application.tar.gz -rw-r--r-- 1 root root 12604 Jun 4 09:27 Config.tar.gz -rw-r--r-- 1 root root 16493 Jun 4 09:27 DatabaseBackup.sql.gz -rw-r--r-- 1 root root 224 Jun 4 09:27 SymLinks.tar.gz Thanks in advance! _________________________________________________________________ Utmana dina kompisar i Sten, sax, påse! http://www.live.msn.se/messenger/#/News/

2 1

Do you know about mod_perl?
by Lars Jørgensen 04 Jun '08

04 Jun '08

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

3 2

Doubts regarding the Generic Agent
by Joseph Sibie Devis 03 Jun '08

03 Jun '08

1 0

Email-ticket vs Phone-ticket
by Régis OBERLE 03 Jun '08

03 Jun '08

Hello OTRS Fans, I'm currently writing the OTRS manual for our agents and I'm thinking about removing the Phone-ticket link in the user interface so that no one can use it. Why ? ==> Because: - When creating a phone ticket, no e-mail is sent to the customer, and he doesn't know the ticket number for future reference and he is not invited to go to the customer web interface to follow his ticket. E-mail ticket does it very well. - Someone would say: Phone ticket is for customer who don't have e-mail address. Wrong, e-mail address is mandatory when creating a customer user. - I think, even if the curtomer phoned to ask for a question or a service, the ticket should be created through the E-mail-ticket page and not through the phone-ticket page. Am I right ? Did I miss something in the phone-ticket functionnality ? What do you think about that ? Any experience would be helpful. Regards, Régis

5 5

queue view
by adrian guevara 03 Jun '08

03 Jun '08

Hi, Is there a way to make the queues (and the tickets that fall on them) appear persistently on the queue view page? From what I've seen, when a ticket in a certain queue is locked, it disappears from the queue itself. I'm thinking I can use this so that an agent can see what other agents are working on. Thanks in advance!

3 4

Don't show queues if only one
by Jesús M. Navarro 03 Jun '08

03 Jun '08

Hi list: Due to the fact that we use per client support e-mail addresses we usually have one queue and only one per client. When the user tries to create a new ticket within the web interface she has to select the queue for the ticket to go in from a dropdown list which shows "nothing" (well, something like "--") and her own client queue with the former preselected by default. Is it possible to "hide" the queue dropdown list when there's only one to choose (and pre-select that queue) or, at list, this queue to be the preselected one instead of the "blank" one? TIA. -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro(a)andago.com

1 0

Modifying service in the response form ?
by Régis OBERLE 03 Jun '08

03 Jun '08

Hello OTRS fans, I'm loking for a way to enable the possibility for an agent to modify the service (and maybe other fields) when replying to a ticket using one of the default responses. There is no such parameter in Config Options: Ticket -> Frontend::Agent::Ticket::ViewCompose What I'm trying to do is to fully qualify the new ticket as soon as possible. The first answer of the agent seems to be the right place, doesn't it ? What are YOU doing ? When do you fully qualify a new ticket ? For example, an email ticket pushed with Postmaster ? Thanks and regards, Régis

1 0

Help upgrade 2.0 to 2.2.6 errors
by Gary Smith 03 Jun '08

03 Jun '08

Went through upgrade as per notes (I think) all went ok it seemed until I tried logging into OTRS again. Can login, but will not show tickets. have I missed something? I have run the extra database ALTER TABLE ticket ADD escalation_response_time INTEGER; ALTER TABLE ticket ADD escalation_solution_time INTEGER; as per some notes I picked up from users. Any help appreciated to get my OTRS back up and running. Software error: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1409. 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. -- Gary Smith -

2 5

Re: [otrs] Email-ticket vs Phone-ticket
by Theo Milligan 02 Jun '08

02 Jun '08

50/50 The phone ticket has being useful for us when because we are an in house operation. The PH number is used as the contact point for company reasons (personal contact) , as well for those that do not have computing resources at hand. There are a lot of tasks/trouble tickets that are not usually sent as an email but in conversation. I think it has benefit. It should not always be email centric. Great opportunity to refine it rather than remove it My 2cents worth. Best Regards Theo PPlease consider the environment before printing this e-mail ----- Original Message ---- From: Régis OBERLE <regis.oberle(a)waterair.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Monday, 2 June, 2008 9:26:54 PM Subject: [otrs] Email-ticket vs Phone-ticket Hello OTRS Fans, I'm currently writing the OTRS manual for our agents and I'm thinking about removing the Phone-ticket link in the user interface so that no one can use it. Why ? ==> Because: - When creating a phone ticket, no e-mail is sent to the customer, and he doesn't know the ticket number for future reference and he is not invited to go to the customer web interface to follow his ticket. E-mail ticket does it very well. - Someone would say: Phone ticket is for customer who don't have e-mail address. Wrong, e-mail address is mandatory when creating a customer user. - I think, even if the curtomer phoned to ask for a question or a service, the ticket should be created through the E-mail-ticket page and not through the phone-ticket page. Am I right ? Did I miss something in the phone-ticket functionnality ? What do you think about that ? Any experience would be helpful. Regards, Régis _______________________________________________ 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 2.2.5 running slow
by Andrew Meyer 02 Jun '08

02 Jun '08

I know this problem was an issue a while back, but it never got fixed for me. When I click on a link in OTRS 2.2.5 it takes forever to update. Any ideas? Andrew Meyer Unix Systems Administrator Precision Practice Management 1300 Hampton Ave., Ste. 200 Saint Louis, MO 63139 314-787-0681 x39 314-565-0868 (cell)

1 0

Re: [otrs] How is teh owner ship of a que decided initially
by Joseph Sibie Devis 02 Jun '08

02 Jun '08

2 1

HTML Conversion to text
by Jamie Spence 02 Jun '08

02 Jun '08

Is there any option to maintain html mail formatting so that tables and stuff work/display ok? Any ideas appreciated. Thanks, Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

2 1

Re: [otrs] HTML Conversion to text
by Klaus Bruno 02 Jun '08

02 Jun '08

Hi Jamie Try: sysconfig Core::Postmaster -> PostmasterAutoHTML2Text: No regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jamie Spence Sent: Monday, June 02, 2008 1:32 PM To: User questions and discussions about OTRS.org Subject: [otrs] HTML Conversion to text Is there any option to maintain html mail formatting so that tables and stuff work/display ok? Any ideas appreciated. Thanks, Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

1 0

Changing PDF output - no template?
by Lars Jørgensen 02 Jun '08

02 Jun '08

Hi. I'm currently working on the stats module and I would like to adjust the headers to my liking. A lot of googling later and none the wiser I turn to you. Help! :-) -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

1 0

Reminders for closed tickets
by Arnold Ligtvoet 02 Jun '08

02 Jun '08

Hi, As I've noted before I'm still getting reminders for closed tickets. These are the symptoms I'm seeing here: - Reminder mail is sent to the last ticket owner. - If I click on the link in the mail it takes me to the ticket which is locked to the agent and has a state 'closed susccesful'. - I've tried closing the ticket by using the close option, however the reminder keeps popping up. - The ticket does not show up in my personal queue or any other queue (probably because status is closed). If I query the database for the ticket this is what I get: 2980, '2008040291000063', '', 9, 1, 0, 2, 1, 1, 3, 2, , , , , '<cust id removed>', '<mail removed>', 1211446738, 1211205240, 1208180922, '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', 1, 1207121641, '2008-04-02 09:34:01', 1, '2008-05-22 10:59:05', 2, '', '', '', '', 1, , , 1207121823, 1210751484 The eleventh field ('2') is the ticket_state_id, my installation is pretty default so 2 matches 'closed succesful'. I don't know which other table can trigger the reminders. Did anyone have this as well? I'm running 2.2.6 on ubuntu. Thanks, Arnold.

1 0

Send Email from GenericAgent
by Shue, Daniel G. 31 May '08

31 May '08

Hi guys, I need a way to Send and email to certain address every time a ticket is created. The GenericAgent is obviously to best way to do this, however, I am not having any luck getting an email to Send. I am trying my best with doing a custom module, but I'm not making any progress. Any one else face this problem before? Daniel Shue Networking Specialist Randolph County Computer Services

2 1

TimeAccounting
by Brendon Hatcher 31 May '08

31 May '08

Hi I am in the process of assessing whether OTRS will be suitable for my needs. Some of the support we offer is included in our monthly fee. Other support is billed for on a per-minute basis. The TimeAccounting module appears (at least from the list archive messages) to be exactly what we need. So, my questions: 1. Do I need this module or is there something already in place that will give me access to timesheets? 2. Where do I find this module - can't find a download link or any reference to it anywhere I am using OTRS 2.2.6 Thanks Brendon

2 1

Support Contracts on OTRS
by Agim Cami 31 May '08

31 May '08

Is it possible to manage support contracts inside ORTS? Have somebody tried to do this?

1 0

interaction using email only
by M. Prasodjo 30 May '08

30 May '08

Somebody can help me ? How to set Interaction between agent and customer base on email ? It run when i'm using version 1.3, that only need an email to update the ticket. So, customer open new ticket using an email, the ticket send to all agent in queue group, and agent only need to reply that email, and the ticket is updated. With this condition, I can put a filter that can read special tag from 'subject' to make an action like 'Close Ticket'. But now only notification is send by system, but not the ticket itself. I'm using otrs 2.2.6 Anyone know how to make it working again ? M. Prasodjo

1 0

note-internal Vs note-external
by aleem bagwan 30 May '08

30 May '08

Hi All, Can anyone please tell me what is difference between note-internal and note-external? As far as i know note-internal will send only a web notification, as a trail link, to Agents Ticketview page. Whereas note-external will make available the web link as notification to both agent and customer ticketview page. But in both cases a mail notification is sent to only owner of the ticket and not to all the agents. Is my understanding correct? Please correct me if i m wrong. Thanks Did you know? You can CHAT without downloading messenger. Go to http://in.messenger.yahoo.com/webmessengerpromo.php/

2 1

How does pending options work
by José Mestre 30 May '08

30 May '08

Hello, When I try to send an email or a note and I select "pending reminder" "pending auto-close", I have an error messageon the right of calendar: * invalid Can someone explain me how do these options work ? Thks. Jo No virus found in this outgoing message. Checked by AVG. Version: 7.5.524 / Virus Database: 269.24.4/1473 - Release Date: 29/05/2008 19:53

1 0

strange problem
by Jamie Spence 30 May '08

30 May '08

This is a strange one. All of a sudden whe I go to change permissions for a user/group I only have two options rw/ro. There is no longer the option to set move into etc. Any one have any idea? Thanks, Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

1 0

Deleting 'Customer User's from OTRS 1.2.3 who have left the organisation
by Varsani, Rajendrakumar (PSD) 30 May '08

30 May '08

Hi folks, Other systems fail and need maintenance but OTRS keeps going! Thank you OTRS team! Small query. Having added several Customer Users to OTRS in the Admin-Area, I now need to delete some of the old people who have left. I can see that I can 'Add' and I can 'Change'. But how do I delete? Thank you in advance Rajendrakumar Varsani BSc (Hons) Information Technology Branch Pesticides Safety Directorate Room 134, Mallard House, Kings Pool, 3 Peasholme Green, York, UK, Y01 7PX Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: (Orange) 07968 243125 Email: rajendrakumar.varsani(a)psd.hse.gsi.gov.uk PSD joined the Health and Safety Executive on 1st April 2008. All email addresses changed to firstname.surname(a)psd.hse.gsi.gov.uk from that date. Email sent to the previous addresses will continue to be delivered until at least September 2008, but please update your mailing lists or contacts as soon as you can to reflect the change. __________________________________________________________________ ********************************************************************************************** Please Note: Incoming and Outgoing E-mail messages are routinely monitored for compliance with our policy on the use of electronic communications. Interested in Occupational Health & Safety information? Please visit the HSE website at the following address to keep yourself up to date www.hse.gov.uk Or contact HSE Infoline on 0845 345 0055 or email hse.infoline(a)natbrit.com ********************************************************************************************** The original of this email was scanned for viruses by the Government Secure Intranet virus scanning service supplied by Cable&Wireless in partnership with MessageLabs. (CCTM Certificate Number 2007/11/0032.) On leaving the GSi this email was certified virus free. Communications via the GSi may be automatically logged, monitored and/or recorded for legal purposes.

3 3

watched tickets...
by adrian guevara 30 May '08

30 May '08

It seems odd that there are no entries on my watched tickets. I have 3 users in the admin group, which is configured as watchers, and I'm on it. Am I missing some configuration? all I did was change the Ticket::Watcher config to yes.

3 3

Re: [otrs] LDAP authentication (tentatively solved)
by Mike Hoye 29 May '08

29 May '08

----- "Brett Davis" <brett(a)dynojet.com> a écrit : > Try: > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > Brett Davis Thanks, Brett. Sadly, that gave me no love, but I think I've figured out what the problem is. It looks like on my system (stock Ubuntu Gutsy, which probably means everywhere Debiannish...) the Defaults.pm contents in /usr/share/otrs/Kernel/Config are stomping on my carefully crafted configuration Config.pm in /etc/otrs/Kernel Defaults.pm isn't in /etc/otrs where you'd think it would be (on a debian system, at least) so it took me a while to figure out what was going on. Commenting out a bunch of the incorrect defaults and declaring them correctly in Config.pm has both solved my ldap authentication problem and another wierd problem I was having with otrs/customers.pl and otrs/index.pl looking and acting the same. I'll file a bug with the Debian package maintainers. - mhoye

2 1

Re: [otrs] LDAP authentication.
by Mike Hoye 29 May '08

29 May '08

(hope this doesn't find all of you twice, but apparently lots of MTAs got very excited by my first try...) Thanks, Brett. Sadly, that gave me no love, but I think I've figured out what the problem is. It looks like on my system (stock Ubuntu Gutsy, which probably means everywhere Debiannish...) the Defaults.pm contents in /usr/share/otrs/Kernel/Config are stomping on my carefully crafted configuration Config.pm in /etc/otrs/Kernel Defaults.pm isn't in /etc/otrs where you'd think it would be (on a debian system, at least) so it took me a while to figure out what was going on. Commenting out a bunch of the incorrect defaults and declaring them correctly in Config.pm has both solved my ldap authentication problem and another wierd problem I was having with otrs/customers.pl and otrs/index.pl looking and acting the same. I'll file a bug with the Debian package maintainers. - mhoye ----- "Brett Davis" <brett(a)dynojet.com> a écrit : > Try: > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > Brett Davis >

1 0

otrs fetchmail IMAP/SSL
by Phil Maynard 29 May '08

29 May '08

Hello, I'm setting up OTRS 2.2.6 on OpenSuSE 10.3 and I'm running into trouble trying to retrieve email using IMAP/SSL from exchange 2003 with a self signed certificate. None of the scripts worked for me to capture the certificate but I could get them through openssl s_client, it does return some errors but does seem to connect: /opt/otrs # openssl s_client -connect exch.interviewstream.com:993 CONNECTED(00000003) depth=0 /C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com verify error:num=20:unable to get local issuer certificate verify return:1 depth=0 /C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com verify error:num=27:certificate not trusted verify return:1 depth=0 /C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com verify error:num=21:unable to verify the first certificate verify return:1 --- Certificate chain 0 s:/C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com i:/DC=local/DC=ivs/CN=exch.interviewstream.com --- Server certificate -----BEGIN CERTIFICATE----- MIIFyTCCBLGgAwIBAgIKYSo6bAAAAAAAAjANBgkqhkiG9w0BAQUFADBPMRUwEwYK CZImiZPyLGQBGRYFbG9jYWwxEzARBgoJkiaJk/IsZAEZFgNpdnMxITAfBgNVBAMT GGV4Y2guaW50ZXJ2aWV3c3RyZWFtLmNvbTAeFw0wNzEyMTQxNDE1MTNaFw0wODEy MTQxNDI1MTNaMIGJMQswCQYDVQQGEwJVUzEVMBMGA1UECBMMUGVubnN5bHZhbmlh MRUwEwYDVQQHEwxQaGlsYWRlbHBoaWExHDAaBgNVBAoTE0ludGVydmlld3N0cmVh bSBMTEMxCzAJBgNVBAsTAklUMSEwHwYDVQQDExhleGNoLmludGVydmlld3N0cmVh bS5jb20wgZ8wDQYJKoZIhvcNAQEBBQADgY0AMIGJAoGBAJc37npf/6R4TvKJefC6 WxNfPcW5ZGzlQ1ztLK/+0AdIutxTty7FNgubUvXJr44DW6hHZh4C7GqtTJkOA4xx mNeR2BtW44vfUNRfEAUqw0uAayRXf8eJ7e8xf7dEp333GnHsCUlwRUBzvQj2LgLl uQ7vxgZa5YIUDyds91awrgsBAgMBAAGjggLuMIIC6jAOBgNVHQ8BAf8EBAMCBPAw RAYJKoZIhvcNAQkPBDcwNTAOBggqhkiG9w0DAgICAIAwDgYIKoZIhvcNAwQCAgCA MAcGBSsOAwIHMAoGCCqGSIb3DQMHMBMGA1UdJQQMMAoGCCsGAQUFBwMBMB0GA1Ud DgQWBBQIGtBpF3zK4C7X8IumqFZBMae6bjAfBgNVHSMEGDAWgBQVfbOGENo0FjDb b9EG3A5huVboTjCCARMGA1UdHwSCAQowggEGMIIBAqCB/6CB/IaBumxkYXA6Ly8v Q049ZXhjaC5pbnRlcnZpZXdzdHJlYW0uY29tLENOPWV4Y2gsQ049Q0RQLENOPVB1 YmxpYyUyMEtleSUyMFNlcnZpY2VzLENOPVNlcnZpY2VzLENOPUNvbmZpZ3VyYXRp b24sREM9aXZzLERDPWxvY2FsP2NlcnRpZmljYXRlUmV2b2NhdGlvbkxpc3Q/YmFz ZT9vYmplY3RDbGFzcz1jUkxEaXN0cmlidXRpb25Qb2ludIY9aHR0cDovL2V4Y2gu aXZzLmxvY2FsL0NlcnRFbnJvbGwvZXhjaC5pbnRlcnZpZXdzdHJlYW0uY29tLmNy bDCCASQGCCsGAQUFBwEBBIIBFjCCARIwgbUGCCsGAQUFBzAChoGobGRhcDovLy9D Tj1leGNoLmludGVydmlld3N0cmVhbS5jb20sQ049QUlBLENOPVB1YmxpYyUyMEtl eSUyMFNlcnZpY2VzLENOPVNlcnZpY2VzLENOPUNvbmZpZ3VyYXRpb24sREM9aXZz LERDPWxvY2FsP2NBQ2VydGlmaWNhdGU/YmFzZT9vYmplY3RDbGFzcz1jZXJ0aWZp Y2F0aW9uQXV0aG9yaXR5MFgGCCsGAQUFBzAChkxodHRwOi8vZXhjaC5pdnMubG9j YWwvQ2VydEVucm9sbC9leGNoLml2cy5sb2NhbF9leGNoLmludGVydmlld3N0cmVh bS5jb20uY3J0MA0GCSqGSIb3DQEBBQUAA4IBAQC/ID1MrzL0x85V8sgXMgRDAUac elOAbFIuajva+IpZGa+ykH3XBtMyxHJjELwW9F0B4V2ubYb79U3K/nUH5ToSuTR+ YCbytilBMGTOITbWD0cjKkscIG9C6yJj1zFWDWNbSjiwPOYAufvoryMxdNXju1IR 0zdaQovIOWL3WFuJszudrw2MNSETmvhC4neKbDp+Ow04UtbiMHdKF9cXIAT8YHZA EAZX1lRBY4YV7Xm+kaHsmxSNoUUGUm7/lxMcXmwx8QOQGYKd/RRtdweFm5Pl5u/e PA8E35oYD6k0036rTarD4YVQm/A9K8GcWxoX0AZtRpKP+axvJtvLACQHsse4 -----END CERTIFICATE----- subject=/C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com issuer=/DC=local/DC=ivs/CN=exch.interviewstream.com --- No client certificate CA names sent --- SSL handshake has read 1621 bytes and written 318 bytes --- New, TLSv1/SSLv3, Cipher is RC4-MD5 Server public key is 1024 bit Compression: NONE Expansion: NONE SSL-Session: Protocol : TLSv1 Cipher : RC4-MD5 Session-ID: 680D000049120A3CBA22A7271B499E92FA237656A44885F1873F7F6B36659131 Session-ID-ctx: Master-Key: B26B781A739B77110892DB7CC10FFB137C6FBB5FDADAAAF9C5AC1E11E110C027ABD0F32E 1E6C1334DCCEBB8CFAB8E585 Key-Arg : None Start Time: 1212069984 Timeout : 300 (sec) Verify return code: 21 (unable to verify the first certificate) --- * OK Microsoft Exchange Server 2003 IMAP4rev1 server version 6.5.7638.1 (exch.ivs.local) ready. I saved the cert text into a file in /opt/otrs/.certs/ and when I run /opt/otrs/c_rehash .certs, it does return, cert.pem => xxx.0 file None of the standard .fetchmailrc settings worked but if I modified the file with what worked above and enter it, it shows some errors but it does appear to get the mail from the server. If there is no mail, it does not get any, if I send another message to the server, it will get it the next time I run .fetchmailrc so that seems to be working manually: /opt/otrs/.fetchmailrc poll exch.interviewstream.com protocol IMAP port 993 plugin "openssl s_client -connect exch.interviewstream.com:993 -CApath /opt/otrs/.certs/" user xxxx pass xxx is otrs here and run it manually, opt/otrs # fetchmail -f .fetchmailrc -a fetchmail: WARNING: Running as root is discouraged. depth=0 /C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com verify error:num=20:unable to get local issuer certificate verify return:1 depth=0 /C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com verify error:num=27:certificate not trusted verify return:1 depth=0 /C=US/ST=Pennsylvania/L=Philadelphia/O=Interviewstream LLC/OU=IT/CN=exch.interviewstream.com verify error:num=21:unable to verify the first certificate verify return:1 1 message for xxx at exch.interviewstream.com. reading message xxx@exch.interviewstream.com:1 of 1 (740 header octets) (166 body octets) flushed read:errno=0 however it does not show up in otrs and also when I edit the cron job /opt/otrs/var/cron/fetchmail # fetch every 5 minutes emails via fetchmail */5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null */5 * * * * /usr/bin/fetchmail -a --ssl >> /dev/null and restart orts, Tail /var/logs/fetchmail shows that it is failing. tail /var/log/fetchmail fetchmail: awakened at Thu May 29 09:53:28 2008 fetchmail: connection to exch.interviewstream.com:imap [208.112.78.239/143] failed: Connection timed out. fetchmail: IMAP connection to exch.interviewstream.com failed: Connection timed out fetchmail: Query status=2 (SOCKET) fetchmail: sleeping at Thu May 29 09:56:37 2008 for 600 seconds It looks like it is using port 143 and not 993 and there are 2 lines in /opt/otrs/var/cron/fetchmail and line 13 does not reference ssl and line 14 does, I tried enabling both and each individually but still the same /var/log/fetchmail message So I have 3 problems, a workaround in .fetchmailrc, when I run it manually, the mail does not show up in otrs and fetchmail cron is misconfigured. I'd really appreciate any help with this, Phil

1 0

Notification Update Web Interface
by DAVAUT Benoit [FR] 29 May '08

29 May '08

Hello All, I have a problem of notification. Fixed in 2.2.5 - (2008/01/14) Fixed bug# 977 - No agent notification for new ticket from webinterface if CustomerGroupSupport is enabled I have a notification for a new ticket, but I didn't notif when the customer update its tickets. Where can I make this configuration? In SysConfig or in a particular file ? Thanks for your help. Best Regards, Benoit DAVAUT

1 0

OTRS on Windows 2000 Server
by Zimmerling, Alexander 29 May '08

29 May '08

Hi everybody, we are planning to use OTRS as our new TroubleTicketSystem. We've installed otrs4win32 during the product-test, without any problems. The live-system is a windows 2000 server with iis5 and ms-sql 2000, which we have to use. Apache and mysql are not an option. I've installed everything following the FAQ and guides from the Forums. I've made it to the login-screen, but instead of the otrs-agent window I just get: Content-type: text/html 'C:\Programme\otrs\bin\cgi-bin\index.pl' script produced no output I need to restart the iis and the login-screen returns until the next try ;). Anyone here having same problems? Kind regards Alex

3 6

Re: [otrs] Need help for configuration
by DAVAUT Benoit [FR] 29 May '08

29 May '08

Benoit DAVAUT -----Original Message----- From: Shawn Beasley [mailto:shawn.beasley@otrs.com] Sent: mercredi 21 mai 2008 22:19 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Need help for configuration Sébastien Prud'homme wrote: > 2008/5/21 DAVAUT Benoit [FR] <benoit.davaut(a)volubill.com>: >> Hello, >> >> >> >> I'm trying to configure OTRS to match up to our needs. But here are the >> problems I have: >> >> >> >> - When a customer opens a new ticket or reply via the web >> interface, we don't receive any notification by email! Where can I set it? >> because I didn't find ... >> > This may be a bug in your version Fixed in 2.2.5 - (2008/01/14) Fixed bug# 977 - No agent notification for new ticket from webinterface if CustomerGroupSupport is enabled I have OTRS v2.2.6 ! And I don't have agent notification for new/reply ticket from webinterface! I don't understand ... there is a parameter to configure this? Thanks for your help.

1 0

LDAP authentication.
by Mike Hoye 28 May '08

28 May '08

Hi, I'm struggling to get customer LDAP authentication working here. I've modified my Config.pm file, adding what I believe to be the correct information: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xxx.domain.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=xxxx,dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; (where the stuff there is correct.) I've got an account on my AD server with the appropriate read permissions to users's accounts, since anonymous access is disabled on the domain servers, and I can see that user connecting successfully from my OTRS machine in the AD server logs. But when I try to use the customer login (otrs/customer.pl) I don't see that request hit the domain servers, or even leave the OTRS machine. I see May 28 17:29:33 xxx OTRS-CGI-10[5290]: [Notice][Kernel::System::Auth::DB::Auth] User: mhoye doesn't exist or is invalid!!! in /var/log/user.log, and wireshark doesn't see any mhoye-related LDAP information hitting the domain server. I've logged into OTRS with the provided default account and created new agent accounts already, but I can't seem to get authorize-users-against-LDAP working. The examples in the doc don't seem to be doing it for me, and if somebody could point me in the right direction it would be much appreciated. I'm using Ubuntu(Gutsy), and OTRS was installed via apt. Thanks, - mhoye

2 1

Support Contract Managment
by Agim Cami 28 May '08

28 May '08

Is it possible to manage support contracts inside ORTS? Have somebody tried to do this? BR/Agim

1 0

Contract managment
by Agim Cami 28 May '08

28 May '08

Is it possible to manage support contracts inside ORTS? Have somebody tried to do this? BR/Agim

1 0

Automatic Unlock Ticket After Compose answer
by Go Wow 28 May '08

28 May '08

Hello I want to automatically unlock the ticket once the answer for a ticket is composed and submitted. How do I do it......... anyone?

1 0

disable locking
by Jamie Spence 28 May '08

28 May '08

Hey guys, Quick question, apoligize if it sounds stupid: How do you disable locking in OTRS? Essentially we are using the system as a way to keep a "pool" of issues tracked not have them assigned to specific people. I know I can set them to automatically unlock after 1 min but that seems kind of kludgy. Thanks in advance, Jamie Spence VP Operations, July Systems

2 1

To backends: DB and LDAP configuration problem
by Régis OBERLE 28 May '08

28 May '08

Hello OTRS fans, I'm trying to set up two backends for our customers: internal DB and LDAP Until now, I only had LDAP and it worked fine. To enable internal DB, I added in Config.pm: $Self->{'AuthModule2'} = 'Kernel::System::Auth::DB'; $Self->{'AuthModule::DB::CryptType2'} = 'crypt'; This allowed me to create users in the Agent interface, but I can't connect on the customer interface with the user created. I also added the following, like described in the doc http://doc.otrs.org/2.2/en/html/x1570.html#multiple-customer-backends: # 1. Customer user backend: DB # (customer user database backend and settings) $Self->{CustomerUser1} = { Name => 'Datenbank Quelle', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', # Password => '', Table => 'customer_user', }, # customer uniq id CustomerKey = 'login', # customer # CustomerID = 'customer_id', CustomerValid = 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation','first_name','last_name'], CustomerUserEmailUniqCheck => 1, # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # just a read only source # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, # 'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], # default selections Selections => { UserSalutation => { 'Mr.' => 'Mr.', 'Mrs.' => 'Mrs.', }, }, }; Of course, LDAP config was renamed: #CustomerUser #(customer user LDAP backend and settings) $Self->{CustomerUser2} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { [...] If someone here has such a working config, can you send it to me so that I can learn how it works and adapt it to my needs ? Thanks and regards, Régis

1 0

OTRS-Manager
by djtzar 28 May '08

28 May '08

Hi All , has anyone used OTRS-Manager http://otrs-manager.sourceforge.net/index.php?page=homepage_en ?? Trying to update my otrs db settings but it does not save the settings? Any help would be appreciated.

5 9

Customer user without email address
by Régis OBERLE 28 May '08

28 May '08

Hello OTRS fans, Do you know the consequences when entering an invalid e-mail address during customer user creation ? We are using LDAP to autenticate our customer users, but there are a few who don't have an LDAP entry. For those, I would like to set up a second backend, using the OTRS database (customer_user table). The set up was fine, and I can create a user in the DB. BUT, this user does not have an e-mail address, which is mandatory. SO, I entered a wrong e-mail address. The user was successfully created, but I would like to know what kind of problems I might have. Thanks for your help on this. Regards, Regis

1 0

FAQ and Categories
by Gerhard den Hollander 28 May '08

28 May '08

I just installed the FAQ 1.3.1 opm in an otrs 2.2.6 . The otrs 2.,2.6 was an upgrade from an old otrs 1.X database. now when I try to create a new FAQ I get the error: No category accesable. To create an article you need have at lease access to min. one category. Please check your group/category permission under -category menu-! Which is nice, but I dont have a category menu. If I go to the history option, and look over old faq items I see a list of them. When I try to access those (click on the link) I get an error Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed May 28 10:37:59 2008 Message: Permission denied! Traceback (6423): Module: Kernel::Modules::AgentFAQ::Run (v1.12) Line: 1010 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 I'm assuming I missed osmething trivial, but cannot think what it is. Gerhard, <faliquid(a)xs4all.nl> == The Acoustic Motorbiker == -- __O Van zwart haar moet ik huilen =`\<, van blond krijg ik't benauwd (=)/(=) Ach! Vind je't erg als jij vannacht je bromfietshelm ophoudt. -- Levi Weemoedt

1 0

OTRS 2.2.6 : problem with Customer Companies listing
by Laurent Minost 28 May '08

28 May '08

Hi, upgraded to OTRS 2.2.6 a few days ago and we are faced to a little problem : Under the Agent frontend, the Company link is not displaying anymore our companies from our external DB, when I click on the Company link/Icon, I'm only having nothing displayed, just the possibility to add a new company. Tried to get the same configuration (Config.pm / Defaults.pm / ZZZAuto.pm / ZZZAAuto.pm ...) with OTRS 2.2.5 and my companies are listed properly. Did not find any OTRS bugzilla entry that could match this problem for the moment. Does anyone is having the same behaviour please or know how to solve it (workaround or new 2.2.6 configuration maybe ? ) Thanks by advance. Best regards, Laurent

1 2

Header and Footer location for Customer Tickets
by Nick - 28 May '08

28 May '08

Hello, I am new to Otrs and want to remove the footer from all of the customer pages. I have found and modified the CustomerLogin.dtl and that has worked for the login page. I can't seem to find however what you need to modify for all of the other pages once you are logged into the application. Could someone please let me know where it is stored? Thanks, Nick _________________________________________________________________ Change the world with e-mail. Join the i’m Initiative from Microsoft. http://im.live.com/Messenger/IM/Join/Default.aspx?source=EML_WL_ChangeWorld

3 3

Permission of CompanyTickets
by DAVAUT Benoit [FR] 27 May '08

27 May '08

Hi All, Is it possible to allow the full display tickets in 'CompanyTickets'? or event the right 'rw' ? Currently, it's only possible to have a ticket's list. Best regards, Benoit DAVAUT

1 0

How is the Owner of teh Queue decided
by Joseph Sibie Devis 27 May '08

27 May '08

1 0

Webmail module not working
by Ramesh.Nernuru＠cognizant.com 27 May '08

27 May '08

Hi, I've installed Webmail module and gave the mail server details correctly. Here our mail server doesn't support IMAP, but supports MAPI. So I gave the protocol as MAPI inside the config files. I'm getting this error. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Tue May 27 16:04:36 2008 Message: Failed to connect/login to IMAP server <username>@<MAPI_HOST>:mapi: Bad file descriptor Traceback (1348): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.8) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.8) Line: 1126 Module: Kernel::Modules::AgentWebMail::Run (v1.14) Line: 104 Please let me know what more settings are required. Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

2 1

SMTP authentication failed
by Ramesh.Nernuru＠cognizant.com 27 May '08

27 May '08

Hi All, When I want to reply to a ticket I'm getting message: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Tue May 27 16:01:37 2008 Message: SMTP authentication failed! Enable debug for more info! Traceback (1348): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 77 Module: Kernel::System::Email::Send (v1.31.2.2) Line: 498 Module: Kernel::System::Ticket::Article::ArticleSend (v1.147.2.2) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30.2.3) Line: 374 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::D_3a_otrs_bin_cgi_2dbin_index_2epl::ha ndler (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 The username and password are correct - How can I enable this so called "debug" ? Any help would be appreaciated Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

1 0

[when] 2.3b with ITSM?
by Egor Tsilenko 27 May '08

27 May '08

Hi community! Is it possible to install ITSM 1.1.1 (or maybe some beta) over OTRS 2.3b ? I want to test this beta because 2.3 is really cool stuff and I don't want to wait till it would be a release. Thanks in advance, -- MoiKrug - ??????? ???? <http://bg8s.moikrug.ru/?from=userlink>??????? ???? <http://bg8s.moikrug.ru/?from=userlink>

2 2

Recently getting these errors fro OTRS :- Malformed UTF-8 character (unexpected ......
by Mike Dent 27 May '08

27 May '08

Hi,3 days ago i noticed i started getting messages from cron daemon on my OTRS box of the form:- Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution iterator at /opt/otrs/Kernel/System/EmailParser.pm line 655, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution iterator at /opt/otrs/Kernel/System/EmailParser.pm line 655, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 669, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 670, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 671, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 672, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 674, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 675, etc etc Since this time I am receiving no notifications from OTRS and no tickets are being created. I checked /var/log/messages and noticed at the time I started getting these reports from cron, the log was showing:- May 19 19:30:05 rt3 OTRS-PM3-30[14784]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (rt3.blah.local/14612) ! And every so often I get:- May 20 10:30:04 rt3 OTRS-PM3-30[30434]: [Notice][Kernel::System::PID::PIDCreate] Removed PID (PostMasterPOP3/rt3.blah.local/29415, because 1 hour old! May 20 10:40:05 rt3 OTRS-PM3-30[30620]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (rt3.blah.local/30434) I'm running otrs 2.1.7 Any pointers as what might have gone wrong? Thanks Mike

3 11

Question about sorting
by Jeremy Cook 27 May '08

27 May '08

Hi, I have a question about sorting tickets. In the new messages folder, we want to be able to sort the tickets there according to whether ther have been any responses. Our current sorting is apparently according to creation date, with newest at the top. But if a "customer" responds to a ticket, then the ticket remains at the same place in the list and I would like it to pop up to the top. Any ideas? Jeremy Cook

1 0

TicketFreeText with ITSM
by bass000 26 May '08

26 May '08

Hi All, I\'am trying to use the free text for a ticket, over OTRS with ITSM module installed. But when I go to : http://MYDOMAIN/otrs/index.pl?Action=AgentTicketFreeText&TicketID=8 I get the error: Module Kernel::Modules::AgentTicketFreeText not registered in Kernel/Config.pm! Do you know if it is possible to add custom free text fields with an ITSM module installed? PS: I use: OTRS 2.2.6 ITSM 1.1.1 -- Bastien Leblanc email: bastien(a)tribuleblanc.com Site : http://bastien.tribuleblanc.com Enfants: http://www.travisjudith.info

1 0

Change Format Date in Customer Company Form
by José Mestre 26 May '08

26 May '08

Hello, I customize AdminCustomerCompanyForm.dtl to get some dates. I had 2 new columns 'date' on the mysql database. I would like to change date format to french like dd:mm:yyyy when I 'add' or 'modify' a company. For the moment, I see date like this yyy:mm:dd hh:mm:ss I've already changed this file Kernel/language/fr.pm and I see in templates the short date dd:mm:yyyy But not in Add Customer Company / Edit (Change) Is this possible, and how can i do ? Thks Jo No virus found in this outgoing message. Checked by AVG. Version: 7.5.524 / Virus Database: 269.24.1/1466 - Release Date: 25/05/2008 18:49

1 0

Re: [otrs] Need help for configuration
by DAVAUT Benoit [FR] 26 May '08

26 May '08

It's perfect !! ;) Thanks for your help. Benoit DAVAUT -----Original Message----- From: Shawn Beasley [mailto:shawn.beasley@otrs.com] Sent: mercredi 21 mai 2008 22:19 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Need help for configuration Sébastien Prud'homme wrote: > 2008/5/21 DAVAUT Benoit [FR] <benoit.davaut(a)volubill.com>: >> Hello, >> >> >> >> I'm trying to configure OTRS to match up to our needs. But here are the >> problems I have: >> >> >> >> - When a customer opens a new ticket or reply via the web >> interface, we don't receive any notification by email! Where can I set it? >> because I didn't find ... >> > This may be a bug in your version Fixed in 2.2.5 - (2008/01/14) Fixed bug# 977 - No agent notification for new ticket from webinterface if CustomerGroupSupport is enabled > In your preferences, select the queues you want to watch and activate > the notification > >> - The second problem is a bit of a particular case : I have company >> with multiple sites. For example with customer ID : DAV001 / DAV002 / DAV003 >> ! How can we ensure that the customer can deal with tickets for is own site >> (My Tickets), but see ALL tickets of various sites (Company Tickets) DAVXXX >> ? Because, he can handle any ticket company !! >> >> You can use multiple customer ids look in the Defaults.pm for the customer mapping and you will see. # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], If you copy the customer mapping to your Config.pm, add a field in your customer_user table, and un-comment this field, you will have a new field when creating new users CustomerID DA001 CustomerIDs DA002,DA003,DA004 > > Do you mean have access to company tickets in read only mode? > >> Do you understand my problem? If so, can you help me ... please ? >> >> >> >> Thanks for your help ! >> >> Best Regards, >> >> >> >> Benoit DAVAUT >> >> Adoptez l'éco-attitude. >> >> N'imprimez ce mail que si c'est vraiment nécessaire. >> >> >> >> _______________________________________________ >> 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/ -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann

1 0

can't install otrs
by Douglas Walker 26 May '08

26 May '08

Hi I'm having real problems trying to install OTRS I have a ubuntu server - I followed the instructions for a Debian install (www.writely.com/View.aspx?docid=drm3kmx_0cbr3x9) and so installed otrs2 mysql-server apache2 and a whole bunch of other stuff that was in the package manager's 'recommends' category. Then I went to http://MYSERVER/otrs/installer.pl and plugged in the defaults which all seemed to work. Except after the last page says it's installed and directs you to http://MYSERVER/otrs/index.pl However I get ********** ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri May 23 15:28:03 2008 Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (1688): 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've tried going into mysql and manually dropping the otrs database and recreating it either manually in mysql or by using the "dpkg-reconfigure otrs2" command. I get a variation on the above error where it says using password: YES Aaarrgh I've tried everyhting I can think of - I've even stripped the passwords from the mysql root and otrs users and still get the same error. Where am I going wrong? D -- Douglas Walker Systems Administrator Jones Coulter Young Architects 321 Murray St, Perth WA, 6000

2 3

Re: [otrs] Customer users
by Klaus Bruno 26 May '08

26 May '08

Hi Jamie Read the excellent Manual (available online or on your system otrs/doc/manual/[de|en]/pdf/otrs_admin_book.pdf) at chapter 11.2.[1|2].1 you will find what you desire regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jamie Spence Sent: Friday, May 23, 2008 10:18 AM To: otrs(a)otrs.org Subject: [otrs] Customer users Does anyone know if its possible to have a customer user see tickets from multiple customers. Basically see all tickets through teh customer interface? Thanks, Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

4 3

Re: [otrs] Customer users
by Klaus Bruno 26 May '08

26 May '08

Hi Yann I tested this feature some months ago during evaluation of OTRS for our company. I enabled it at the beginning and had no problems with it. Because we dont need this feature, it is not implemented in our productive environment so I cannot assist you any further. regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Yann JESTIN Sent: Friday, May 23, 2008 5:26 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Customer users Hi Bruno, I'am trying to do the same as Jamie, I've read the admin_book at chapter you mentioned. I managed to have the new field to put several CustomerIDs, in the customer interface I see tickets from others but I cannot open them, permission denied. In the Logs in the admin interface I got " Permission denied because module (Kernel::System::Ticket::CustomerPermission::CustomerUserIDCheck) is required (UserID: xxx 'ro' on TicketID: 2)! How can I open them now that I can see them ? Thanks, Yann Klaus Bruno a écrit : > Hi Jamie > > Read the excellent Manual (available online or on your system > otrs/doc/manual/[de|en]/pdf/otrs_admin_book.pdf) > > at chapter 11.2.[1|2].1 you will find what you desire > > regards, > Bruno > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Jamie Spence > Sent: Friday, May 23, 2008 10:18 AM > To: otrs(a)otrs.org > Subject: [otrs] Customer users > > Does anyone know if its possible to have a customer user see tickets > from multiple customers. Basically see all tickets through teh customer > interface? > > Thanks, > > Jamie > > _______________________________________________ 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

Zlib uncompress error
by Jeff 26 May '08

26 May '08

I'm getting the following error when I try to print a ticket from the customer's zoom ticket page: Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] Any ideas what might be causing this? Yum says Zlib is up to date. I thought that perhaps customer.pl was sending an extra "&" to name.pm.... Thanks in advance for any help...

4 8

Automated downloading of all system config changes
by Régis OBERLE 26 May '08

26 May '08

Hello, I'm looking for a way to automate system config changes backup. >From [sysconfig], I can manually download a file containing all changes. How can I obtain such a file from the linux command line so that I can automate the file generation and its backup ? Thanks and regards, Régis

2 1

Ticket reminders on closed tickets
by Arnold Ligtvoet 26 May '08

26 May '08

Hi, I have an issue here with tickets that are in a closed state, but a reminder is being sent via mail to the agent. All tickets have had a reminder set and were (and are) in closed status. The tickets do not appear in any queue or in the locked tickets. When I click on the link in the reminder I can see that the ticket is closed successful and in normal state. If I now lock it again and close it, it will send another reminder in a couple of days. Anyone any idea? Am I forgetting to run a cron job or something? Regards, Arnold Ligtvoet

2 2

Special characters in survey emails
by Régis OBERLE 26 May '08

26 May '08

Hello OTRS fans, I'm currently implementing the survey module and found an issue: The customer e-mail content stored in the param "Survey::NotificationBody" does not show special character nor accents in the sent e-mail. I did a hard job to have special characters correctly displayed in all parts of OTRS (web interface, e-mails, LDAP) and everything works fine except for survey e-mails. Can anyone help on this please ? Thanks and regards, Régis

1 0

How do I migrate OTRS from Windows to Linux?
by dohboy 24 May '08

24 May '08

I was wondering if anyone has a how-to or a list of steps to follow when migrating OTRS from Windows to Linux. I've tried once unsuccessfully. I've currently got a working OTRS 2.2.6 system running on windows. It was installed with the win32 installer available on www.otrs.org. My target system is Ubuntu 8.04. I'm no linux expert but I can figure out enough to get myself in trouble. On my first attempt, I installed mysql-server, mysql-client, and otrs2_2.0.4p01-18_all.deb. Then I copied all the var/articles over, copied the entire contents of the mysql/data folders (yes this is probably a bad idea, but since the machine is dedicated to otrs I didn't see any need to preserve anything), and the kernel/config.pm and kernel/config folder. Then I manually edited config.pm to change the "c:\" paths to /usr/share/otrs. After restarting mysql, I was able to access the otrs database with the otrs account and password without a problem, but I started getting file-system permission errors trying to access /var/lib/otrs/article when i fired up otrs... this is where I started getting confused, because the application runs in apache2 as www-data but the files and directories are all owned by otrs:www-data.. it seemed to me that it ought to be running with suexec as otrs, but that was beyond the scope of my understanding. Instead I tried granting www-data write permission to the var/articles directories. That got around the permission problem, and I'm able to reach the otrs logon page but it wont accept my credentials. I think I just totally borked this entire setup so I think I need to start fresh with some step by step documentation. If anyone can provide some assistance or some step by step instructions I would greatly appreciate it! Thanks

2 2

Queues organization
by Sébastien Prud'homme 23 May '08

23 May '08

Hi, Can someone explain me the advantages of using a tree of queues (using subqueues) instead of using a flat structure (no subqueues). Thanks!

3 4

Updating CustomerCompany does not update.
by Paulo Abreu 23 May '08

23 May '08

Hello, I'm updating a CustomerCompany, otrs popups a successful message (and system log), but nothing is changed. I'm using otrs 2.2.4; could someone point me a way to investigate this? Wed May 21 15:57:06 2008 notice OTRS-CGI-10 CustomerCompany: 'HighBrand/3' updated successfully (3)! Wed May 21 15:56:31 2008 notice OTRS-CGI-10 CustomerCompany: 'HighBrand/3' updated successfully (3)! Wed May 21 15:56:19 2008 notice OTRS-CGI-10 CustomerCompany: 'HighBrand/3' updated successfully (3)!

2 1

Error while creating a new survey
by Régis OBERLE 23 May '08

23 May '08

Hello everybody, While creating a new survey, I get this error message: error OTRS-GenericAgent-10 Attanchen: Can't run GenericAgent Job 'test' because no search attributes are used!. notice OTRS-GenericAgent-10 Run GenericAgent Job 'test' from db. It worked on my test instance of OTRS, but not in the live one. Any help would be appreciated. Regards, Régis

1 2

Automatically reject tickets
by Lars Jørgensen 23 May '08

23 May '08

Hi, We're setting up a system to exclusively deal with mails coming from some web forms. If people try to mail OTRS directly, we want to reject that ticket and send them a reply to please use the forms instead of mailing directly. I can use a postmaster filter to direct these mails to a specific queue, an auto reply on the queue and set up a generic agent to delete these tickets on a regular basis. This works with one major problem for me: The auto reply includes a ticket number in the subject line. Is there a smarter way of doing this? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

3 6

Re: [otrs] What are SLA and Services?
by Klaus Bruno 23 May '08

23 May '08

Hi Regis First you have to install the package with the package manager of otrs. The you jump into this module by clicking on its icon. Then you have to create one new survey wiht your questions for the customer. After that you have a survey and you can click on its number (e.g. 10001). On the following page you will see some details about this survey and on the right side, the status of the survey itself (Status: invalid). That means, your survey is not activated and will not sent out. You have it to change to "Master". Have a look at the other options in the sysconfig menue with group selection "Survey" regards, Brno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Régis OBERLE Sent: Friday, May 23, 2008 8:53 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] What are SLA and Services? Hello, By reading this thread, I discovered the survey module I wasn't aware of. Is seems to be very interresting for us. But there is no manual for this module. Can you explain be the basics ? "If the status is Master" =which status ? The status of what ? Where do you set this status ? Igor: how do you create forms ? You seems to know a lot of thing regarding the survey module. Can you share you experience ? Thanks and regards, Regis -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Klaus Bruno Envoyé : vendredi 23 mai 2008 07:59 À : User questions and discussions about OTRS.org Objet : Re: [otrs] What are SLA and Services? Hi Yes, exactly thats the mind. If the status is "Master" each closed ticket will sent one invitation for participating the survey. There is a parameter how often the survey is sent to the same customer in case she opens tickets more frequent. With stats "valid" no new invitations are sent out but customer can still attend already sent invitations. sysconfig -> survey -> core Survey::SendPeriod regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Go Wow Sent: Friday, May 23, 2008 3:12 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] What are SLA and Services? Can these be used for customer surveys? 2008/5/23 Igor <igorhmm(a)gmail.com>: Hi ! I make some tests with Survey and I discover that is possible to create question form's with a lot of options (yesno, multiple answer, open answer, etc) Regards Igor On Wed, May 21, 2008 at 5:57 PM, Go Wow <gowows(a)gmail.com> wrote: > At this point also let us know what is this survey module used for ? > > 2008/5/22 Shawn Beasley <shawn.beasley(a)otrs.com>: >> >> Hi >> >> Craig Meirick wrote: >> > I have been looking for an explanation to what the SLA and Service >> > options do. I haven't >> > been successful in finding anything in the manual or on this list. >> > >> > I would like to be able to understand the full functionality of OTRS and >> > these options have >> > been alluding me. >> > >> > Could anybody point me in the direction of an example of what these are >> > used for and how to >> > go about using them? I have been successful in how to enable them using >> > sysconfig and >> > found them in the admin module. >> >> The quick and dirtry >> >> SLAs are assigned Services >> Customers are assigned SLAs >> >> SLAs allow you to set queue independant escalation times >> >> They will overide any queue limitations on: >> First Respons >> Update >> Solution >> >> Usually are used to distinguish between customers (A, B, C) and thier >> respective response times. The one that brings the money gets the service >> :) >> >> Hope this helped! >> >> -- >> Shawn Beasley >> >> ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg >> Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 >> http://www.otrs.com/ :: Communication with success! >> >> >> Geschäftssitz: Bad Homburg >> Amtsgericht Bad Homburg, HRB 10751 >> Steuernummer: 003/240/97521 >> >> Aufsichtsratsvorsitzender: Burchard Steinbild >> Vorstandsvorsitzender: André Mindermann >> >> >> _______________________________________________ >> 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/ > > > > -- > Those that make the rule don't play the game!! > _______________________________________________ > 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/ -- Those that make the rule don't play the game!! _______________________________________________ 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

Re: [otrs] Recently getting these errors fro OTRS :- Malformed UTF-8character (unexpected ......
by Klaus Bruno 23 May '08

23 May '08

Hi Mike Did you migrate from request tracker (rt3) to otrs? Is it possible, that some fragments (e.g. pop3 jobs) were sleeping in the deep of your machine and now magically awoke? regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Dent Sent: Thursday, May 22, 2008 7:27 PM To: User questions and discussions about OTRS.org Subject: [otrs] Recently getting these errors fro OTRS :- Malformed UTF-8character (unexpected ...... Hi, 3 days ago i noticed i started getting messages from cron daemon on my OTRS box of the form:- Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution iterator at /opt/otrs/Kernel/System/EmailParser.pm line 655, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution iterator at /opt/otrs/Kernel/System/EmailParser.pm line 655, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 669, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 670, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 671, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 672, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 674, <PRODUCT> line 4. Malformed UTF-8 character (unexpected continuation byte 0xa9, with no preceding start byte) in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 675, etc etc Since this time I am receiving no notifications from OTRS and no tickets are being created. I checked /var/log/messages and noticed at the time I started getting these reports from cron, the log was showing:- May 19 19:30:05 rt3 OTRS-PM3-30[14784]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (rt3.blah.local/14612) ! And every so often I get:- May 20 10:30:04 rt3 OTRS-PM3-30[30434]: [Notice][Kernel::System::PID::PIDCreate] Removed PID (PostMasterPOP3/rt3.blah.local/29415, because 1 hour old! May 20 10:40:05 rt3 OTRS-PM3-30[30620]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (rt3.blah.local/30434) I'm running otrs 2.1.7 Any pointers as what might have gone wrong? Thanks Mike

2 1

Customer users
by Jamie Spence 23 May '08

23 May '08

Does anyone know if its possible to have a customer user see tickets from multiple customers. Basically see all tickets through teh customer interface? Thanks, Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

1 0

Re: [otrs] What are SLA and Services?
by Klaus Bruno 23 May '08

23 May '08

Hi Yes, exactly thats the mind. If the status is "Master" each closed ticket will sent one invitation for participating the survey. There is a parameter how often the survey is sent to the same customer in case she opens tickets more frequent. With stats "valid" no new invitations are sent out but customer can still attend already sent invitations. sysconfig -> survey -> core Survey::SendPeriod regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Go Wow Sent: Friday, May 23, 2008 3:12 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] What are SLA and Services? Can these be used for customer surveys? 2008/5/23 Igor <igorhmm(a)gmail.com>: Hi ! I make some tests with Survey and I discover that is possible to create question form's with a lot of options (yesno, multiple answer, open answer, etc) Regards Igor On Wed, May 21, 2008 at 5:57 PM, Go Wow <gowows(a)gmail.com> wrote: > At this point also let us know what is this survey module used for ? > > 2008/5/22 Shawn Beasley <shawn.beasley(a)otrs.com>: >> >> Hi >> >> Craig Meirick wrote: >> > I have been looking for an explanation to what the SLA and Service >> > options do. I haven't >> > been successful in finding anything in the manual or on this list. >> > >> > I would like to be able to understand the full functionality of OTRS and >> > these options have >> > been alluding me. >> > >> > Could anybody point me in the direction of an example of what these are >> > used for and how to >> > go about using them? I have been successful in how to enable them using >> > sysconfig and >> > found them in the admin module. >> >> The quick and dirtry >> >> SLAs are assigned Services >> Customers are assigned SLAs >> >> SLAs allow you to set queue independant escalation times >> >> They will overide any queue limitations on: >> First Respons >> Update >> Solution >> >> Usually are used to distinguish between customers (A, B, C) and thier >> respective response times. The one that brings the money gets the service >> :) >> >> Hope this helped! >> >> -- >> Shawn Beasley >> >> ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg >> Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 >> http://www.otrs.com/ :: Communication with success! >> >> >> Geschäftssitz: Bad Homburg >> Amtsgericht Bad Homburg, HRB 10751 >> Steuernummer: 003/240/97521 >> >> Aufsichtsratsvorsitzender: Burchard Steinbild >> Vorstandsvorsitzender: André Mindermann >> >> >> _______________________________________________ >> 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/ > > > > -- > Those that make the rule don't play the game!! > _______________________________________________ > 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/ -- Those that make the rule don't play the game!!

2 1

two problems...
by adrian guevara 23 May '08

23 May '08

Hi, Sorry, I'm an otrs newb. Does anyone have any idea on how to solve the two problems I have? Please see below: 1. I created a filter on otrs to move a ticket's state to 'closed successful' when the postmaster filter receives an email with the word "resolved" on the body. I can see from the system logs that this is being done, but I can still see the ticket on the queue view. Is there something that I am missing out? 2. Is there a way to have a master view of the queues and the agents that they are locked to? I was looking at a feature like this so that other agents know what are you working on; management as well can see what everyone else is working on.

3 3

What are SLA and Services?
by Craig Meirick 23 May '08

23 May '08

I have been looking for an explanation to what the SLA and Service options do. I haven't been successful in finding anything in the manual or on this list. I would like to be able to understand the full functionality of OTRS and these options have been alluding me. Could anybody point me in the direction of an example of what these are used for and how to go about using them? I have been successful in how to enable them using sysconfig and found them in the admin module. I appreciate your help. TIA >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

4 4

Configuring Responses
by gen＠gentube.com 22 May '08

22 May '08

When an agent uses an emtpy response with the default config, it gets formatted like this - <Salutation> <Body of Original Email> <Signature> I want to move the body of the original mail up and put the original mail at the very bottom, so that an agent answering a ticket with an empty response sees this -- <Salutation> <Signature> <Original Mail> I don't see how to rearrange that in the config options for Salutation, Signature, or Response. Any help is appreciated. ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

2 3

Allow Multiple Techs to edit Events
by Beryl Snyder 22 May '08

22 May '08

I work for a very small tech company. This system looks awesome, except I need the system to allow the techs to view and put appointment's events on each others calender. Does OTRS allow that? I looked, but did not find and option for that.

1 0

Re: [otrs] Configuring Responses
by Klaus Bruno 22 May '08

22 May '08

Hi "noname" You can change the order of the textblocks in sysconfig -> Frontend::Agent::Ticket::ViewCompose Ticket::Frontend::ResponseFormat regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of gen(a)gentube.com Sent: Thursday, May 22, 2008 5:19 PM To: otrs(a)otrs.org Subject: [otrs] Configuring Responses When an agent uses an emtpy response with the default config, it gets formatted like this - <Salutation> <Body of Original Email> <Signature> I want to move the body of the original mail up and put the original mail at the very bottom, so that an agent answering a ticket with an empty response sees this -- <Salutation> <Signature> <Original Mail> I don't see how to rearrange that in the config options for Salutation, Signature, or Response. Any help is appreciated. ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. _______________________________________________ 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

Inverted From/To fields between phone and e-mail tickets
by Régis OBERLE 22 May '08

22 May '08

Hello everybody, While writing the documentation for our future users, I've just noticed that "From" and "To" fields are inverted in Phone-ticket and E-mail ticket forms. Phone ticket: From: enter the customer To: enter the queue E-mail ticket: From: enter the queue To: enter the customer It could be so easyer to label "Queue" the field in which you enter the queue and "Customer" the field in which you enter the customer. I tryed to do that with the translation files, but since the meaning of "From" and "To" is confused, the result is not what I expected. Any comment on this ? Régis OTRS 2.2.5 + ITSM 1.0.2

1 0

Auto-Reply not working
by Igor 22 May '08

22 May '08

Hello everybody :-) I'm using OTRS 2.2.6 and my Auto-Reply isn't working.. there's no requests to my smtp server but the ticket was created fine. I'm using LDAP as Customer Database, but I guess this is working fine.. because the ticket is correctly assigned from database. And I'm using PostmasterMailAccount package to download mail's from server (because I'm using a google account and I need to connect with SSL) Thu May 22 10:57:59 2008 notice OTRS-CGI-10 Response::Agent: 0s taken (URL:Action=AdminLog:IgorMacedo) Thu May 22 10:57:57 2008 notice OTRS-PMMA-10 Fetched 2 email(s) from admin@mydomain.com@pop.gmail.com. Thu May 22 10:57:57 2008 notice OTRS-PMMA-10 New Ticket [2008052210000023/Testing auto-re] created (TicketID=11,Queue=Projetos,Priority=3 normal,State=new) Thu May 22 10:57:57 2008 notice OTRS-PMMA-10 Take UserCustomerID (IgorMacedo) from customer source backend based on (igor.macedo(a)mydomain.com) Thu May 22 10:57:57 2008 notice OTRS-PMMA-10 Take UserLogin (IgorMacedo) from customer source backend based on (igor.macedo(a)mydomain.com) Thu May 22 10:57:48 2008 notice OTRS-CGI-10 Response::Agent: 0s taken (URL:Action=AdminLog:IgorMacedo) On my Kernel/Config.pm I got: # Sendmail over SMTP $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'localhost'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; Attached is my Auto Responses <-> Queue Thanks for any help ! Regards, Igor

1 1

Time Units
by Aysel Pamuk 22 May '08

22 May '08

What isTime units (work units) used for? Thank you.

3 2

OTRS New customer creation
by Lombardi Tonio at MFSS 22 May '08

22 May '08

Hi, Is there a way of automatically creating a new customer account for the customer when a new email ticket is received and opened in a queue? Regards, Tonio No virus found in this outgoing message. Checked by AVG. Version: 7.5.524 / Virus Database: 269.23.16/1448 - Release Date: 16/05/2008 19:42

1 0

Report Generation..
by Singh Raina, Ajeet 22 May '08

22 May '08

I want a REPORT Generation for Escalated Ticket grouped by Agents and further details of Ticket number and ticket Details plus Raised Username, Raised By, Raised Date. Pls Help This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.

1 0

Re: [otrs] Need Help on Reporting ???
by Singh Raina, Ajeet 22 May '08

22 May '08

Additionally, I am good at PHP but poor at Perl. Can I have one more icon near the top listed near admin or Faqs or Stats named " Report". Whenever I click on that, a PHP page will fetch report page pertaining to directly retrieval from mySQL database. Is it possible? Pls Suggest. ________________________________ From: Singh Raina, Ajeet Sent: Thursday, May 22, 2008 12:24 PM To: 'otrs(a)otrs.org' Subject: Need Help on Reporting ??? I am very fascinated with Overall OTRS Features Except One .....Very Amazed at its Reporting Features. I need a report to be generated for Calls Opened , Calls Closed, Engineers undertaken the Tickets, Description regarding SLA etc. I can see the SQL Box is there but just entering query into SQL Box wnt do for me.I want an Icon to be placed at the top left on clicking of which will generate Reports. Any Idea How it gonna be possible. Pls Reply. Ajeet This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.

1 0

Need Help on Reporting ???
by Singh Raina, Ajeet 22 May '08

22 May '08

I am very fascinated with Overall OTRS Features Except One .....Very Amazed at its Reporting Features. I need a report to be generated for Calls Opened , Calls Closed, Engineers undertaken the Tickets, Description regarding SLA etc. I can see the SQL Box is there but just entering query into SQL Box wnt do for me.I want an Icon to be placed at the top left on clicking of which will generate Reports. Any Idea How it gonna be possible. Pls Reply. Ajeet This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.

1 0

email issue
by Jamie Spence 22 May '08

22 May '08

I've solved my notification issue. Thanks to all who helped. One more issue we are having with outbound email. Outbound email is working perfectly to internat email id's (within the domain) but not to external ones. I'm thinking this must be a mail server issue and have nothing to do with the system. Any thoughts? Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

2 1

Will this work for a dispatch type system
by Beryl Snyder 22 May '08

22 May '08

I work for a very small tech company. This system looks awesome, except I need the system to allow the techs to view and put appointment's events on each others calender. Does OTRS allow that? I looked, but did not find and option for that.

1 0

OTRS error on WAMP env
by Ramesh.Nernuru＠cognizant.com 21 May '08

21 May '08

Hi, I'm configuring OTRS on a WAMP (Win/Apache/MySql/Perl_Php) environment. After taking otrs-2.2.6.zip and other s/w and initial modifications, I'm getting this error when I ran http://localhost/otrs/index.pl. Software error: Can't locate object method "new" via package "Kernel::System::Log::SysLog" at d:/otrs/Kernel/System/Log.pm line 73, <PRODUCT> line 36. For help, please send mail to the webmaster ( ramesh.nernuru(a)cognizant.com) giving this error message and the time and date of the error. I put a hello.pl in otrs root and it is working fine. I'm attaching Config.pm and Default.pm files also. Please suggest me where I'm lost. Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

3 2

PostMaster Filter
by Kent Lee 21 May '08

21 May '08

Hi you all, I got a problem here. About the PostMaster Filter. My PostMaster are working fine. User send a mail to support(a)mydomain.com will be automatically created a ticket. Now I want to do some filtering. I want only allowed certain email domain to be able to open a ticket in OTRS. For example: john(a)customer_company.com alice(a)customer_company.com I only wish to allowed all the email from the domain : "customer_company" to be open ticket in OTRS. How can I do that? I try some regexp in the match header. I used the "From:" header with the value: \b[A-Z0-9._%+-]+(a)|customer_company+\.[A-Z]{2,4}\b which will match all the email with the domain: customer_company. And the set header I choose X-OTRS-Ignore to the value of "No". Which this allowed the mail to open a ticket. However, it also allowed other mail domain (Eg: yahoo, hotmail) to open a ticket too! How to solved? Help! Appreciate your help! _________________________________________________________________ Get Free (PRODUCT) RED™ Emoticons, Winks and Display Pics. http://joinred.spaces.live.com?ocid=TXT_HMTG_prodredemoticons_052008

3 2

Need help for configuration
by DAVAUT Benoit [FR] 21 May '08

21 May '08

Hello, I'm trying to configure OTRS to match up to our needs. But here are the problems I have: - When a customer opens a new ticket or reply via the web interface, we don't receive any notification by email! Where can I set it? because I didn't find ... - The second problem is a bit of a particular case : I have company with multiple sites. For example with customer ID : DAV001 / DAV002 / DAV003 ! How can we ensure that the customer can deal with tickets for is own site (My Tickets), but see ALL tickets of various sites (Company Tickets) DAVXXX ? Because, he can handle any ticket company !! Do you understand my problem? If so, can you help me ... please ? Thanks for your help ! Best Regards, Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

3 2

Mass create users
by bass000 21 May '08

21 May '08

Hi, I\'m new to this list, and going to implement OTRS. I have a question for you. Does it exists an sql script or an api to mass create users in the Database? From a csv file? Last cool thing would be to automate the password generation. Thanks for your answer. -- Bastien Leblanc email: bastien(a)tribuleblanc.com Site : http://bastien.tribuleblanc.com Enfants: http://www.travisjudith.info

3 3

MyQueues
by Ed Greenberg 21 May '08

21 May '08

Under what circumstances should there be an entry in "My Queues (0)"? I have two open tickets in a queue that is marked as Mine, yet the indicator is stubbornly zero. Thanks

4 4

Time Accounting
by Jay Holler 21 May '08

21 May '08

Hello, I am implementing an OTRS server in my organization and I am looking for a way to identify the number of hours reported in the "Time units (work units):" field by an agent when closing a ticket on a monthly basis by client. I have searched the list and website but have been unable to find a way to do this. I do not have any familiarity with Perl so coding my own solution is not an option for me. Can anyone provide any further information regarding time accounting? Thank you for your time, Jay Holler

3 5

Caught in an Email Loop
by Buice, David R 21 May '08

21 May '08

Help! One of the tickets in our OTRS system keeps spawning the same email every six minutes. We thought we had stopped it last night but came in this morning and found a Gigabyte of space had been eaten up and the emails are still coming! How can I stop this? Do I need to edit one of the MySQL database pieces like Article_Plain or what? Or do I have a problem with our mailserver? We're drowning and need a life preserver quick! 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

3 2

Asset Inventory
by Ed Greenberg 21 May '08

21 May '08

Is there an Asset Inventory module for OTRS that would allow us to track assets and what tickets have concerned them?

2 1

PostMaster Filter / mehr als ein X-OTRS-CustomerUser
by Klaus Bruno 21 May '08

21 May '08

Hallo zusammen Ich habe einen PostMaster Filter der mir für ankommenende E-Mails aufgrund der From: Adresse im Ticket ein paar Dinge setzt: - X-OTRS-CustomerNo - X-OTRS-CustomerUser - X-OTRS-SLA - X-OTRS-Service So weit funktioniert das perfekt. Nun möchte ich, dass das Ticket standardmässig zwei CustomerUser beinhaltet, weil der Kunde zwei verschiedene Organisationen hat, welche über den Status des Tickets informiert werden wollen. Ich habe mal einfach zwei E-Mail Adressen als Value im X-OTRS-CustomerUser eingetragen: helpdesk1(a)kunde.com, helpdesk2(a)kunde.com Resultat: OTRS nimmt die erste E-Mail Adresse und ignoriert die zweite. Dann habe ich angepasst und die Regex Syntax verwendet: (helpdesk1@kunde.com|helpdesk2@kunde.com) Resultat: OTRS nimmt wieder die erste E-Mail Adresse, schreibt aber immerhin in der History des Tickets, dass der Postmaster Filter beide Adressen "verarbeitet" hat. Hat jemand noch eine Idee? Ist meine Regex falsch? Kann man allenfalls für CC: einen X-OTRS- Eintrag generieren? Danke für irgendwelche Inputs! Gruss, Bruno

1 0

Re: [otrs] Charset conflicts
by Sune T. Tougaard 21 May '08

21 May '08

I've had many of those utf errors when running 2.1.x. Danish characters in subject or attachment names usually triggered it. The postmaster process also usually hangs at this point, and no further pop3 imports are done until it has been forced. (at least on my Windows install) As mentioned, running Windows here, so i can't help you with the upgrade instructions. Should be fairly straightforward, though. Have a look at the UPGRADING file. -- /Sune ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 21. maj 2008 14:43 To: 'User questions and discussions about OTRS.org' Subject: Re: [otrs] Charset conflicts Hi Sune, Changing the charset within OTRS til utf-8 solved the problem but gave me a new one. Fetching the mail from the mailserver results in a bunch of these lines: Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately after start byte 0xe6) in substitution (s///) at /opt/otrs/Kernel/System/Ticket/Article.pm line 2207. Even though the mail gets through and a ticket is created. This installation is running OTRS 2.1.5 - maybe I should stop trying to fix this and just upgrade? Could somebody point me in the direction of an upgrade guide? -- Lars ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Wednesday, May 21, 2008 11:42 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Charset conflicts I see the message too, when messing around with the charset in OTRS. However, changing the charset doesn't garble my text. I think that i had an issue like that once, but that was solved in a later version. (Or was it with imported usernames? Can't remember for sure) New e-mails as well as existing tickets? -- /Sune ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 21. maj 2008 08:51 To: 'User questions and discussions about OTRS.org' Subject: Re: [otrs] Charset conflicts Hi Sune. Yes, it's an Exchange mailbox, but the message comes from OTRS. If I change the language of OTRS, the language of the message also changes. If I change OTRS to use UTF-8 then the message does not appear but the Danish characters in the tickets becomes garbled. It appears that OTRS somehow thinks the mail is in UTF-8 while it is actually in ISO-8859-1. -- Lars ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Wednesday, May 21, 2008 8:22 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Charset conflicts If my memory serves me right, i think that's pretty much the wording that the Exchange 5.5 IMC uses when it encounters a message with a charset it doesn't know. Would it by any chance be an Exchange server mailbox your OTRS install is accessing? -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 20. maj 2008 16:01 To: 'User questions and discussions about OTRS.org' Subject: [otrs] Charset conflicts Hi. I'm taking over a test installation of OTRS running on Fedore Core. All tickets mailed to the system starts with this: "This message was written in a character set other than your own. If it is not displayed correctly, click here to open it in a new window." I have configured Thunderbird to send emain in iso-8859-1 format (which is default, I believe). I have tried to configure everything on the machine to be ISO-8859-1. Apache has 'AddDefaultCharset ISO-8859-1' /etc/sysconfig/i18n has 'LANG="en_US"' OTRS has DefaultCharset = 'iso-8859-1' Everything has been restarted (including the machine). What did I miss? -- 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? => http://www.otrs.com/

1 0

Re: [otrs] Charset conflicts
by Sune T. Tougaard 21 May '08

21 May '08

I see the message too, when messing around with the charset in OTRS. However, changing the charset doesn't garble my text. I think that i had an issue like that once, but that was solved in a later version. (Or was it with imported usernames? Can't remember for sure) New e-mails as well as existing tickets? -- /Sune ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 21. maj 2008 08:51 To: 'User questions and discussions about OTRS.org' Subject: Re: [otrs] Charset conflicts Hi Sune. Yes, it's an Exchange mailbox, but the message comes from OTRS. If I change the language of OTRS, the language of the message also changes. If I change OTRS to use UTF-8 then the message does not appear but the Danish characters in the tickets becomes garbled. It appears that OTRS somehow thinks the mail is in UTF-8 while it is actually in ISO-8859-1. -- Lars ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Wednesday, May 21, 2008 8:22 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Charset conflicts If my memory serves me right, i think that's pretty much the wording that the Exchange 5.5 IMC uses when it encounters a message with a charset it doesn't know. Would it by any chance be an Exchange server mailbox your OTRS install is accessing? -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 20. maj 2008 16:01 To: 'User questions and discussions about OTRS.org' Subject: [otrs] Charset conflicts Hi. I'm taking over a test installation of OTRS running on Fedore Core. All tickets mailed to the system starts with this: "This message was written in a character set other than your own. If it is not displayed correctly, click here to open it in a new window." I have configured Thunderbird to send emain in iso-8859-1 format (which is default, I believe). I have tried to configure everything on the machine to be ISO-8859-1. Apache has 'AddDefaultCharset ISO-8859-1' /etc/sysconfig/i18n has 'LANG="en_US"' OTRS has DefaultCharset = 'iso-8859-1' Everything has been restarted (including the machine). What did I miss? -- 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? => http://www.otrs.com/

2 1

Showing FAQ articles related to ticket created in customer interface
by Régis OBERLE 21 May '08

21 May '08

Hello OTRS fans, One of the features I found very useful as a customer of some helpdesk tool is the ability to show FAQ articles related to the ticket created by the customer. Is there any way in OTRS do do that ? Example: From the customer interface, once the ticket has been created (or just before, why not), OTRS shows the FAQ articles that correspond best with the key words of the subject or the message body. This helps the customer to find an answer to his problem, sometimes even before the agent response. What do you think about that ? Regards, Régis

1 0

grouping responses
by Tabitha Stang 21 May '08

21 May '08

Hi, We love the "responses" feature in OTRS and use it a lot. As a result, we have many responses and although we've chosen names that promote a good organized response structure, the response list is still quite long and sometimes it's difficult to find what you want. Is it possible to somehow group responses? For example, if I have ten templates about "external issues", ten about "internal issues" and ten about "miscellaneous issues", is it somehow possible to group each ten, such that we would only have to look through 10 responses rather than 30? Perhaps like a tree structure? Thanks! Tabitha

1 0

Re: [otrs] Charset conflicts
by Sune T. Tougaard 21 May '08

21 May '08

If my memory serves me right, i think that's pretty much the wording that the Exchange 5.5 IMC uses when it encounters a message with a charset it doesn't know. Would it by any chance be an Exchange server mailbox your OTRS install is accessing? -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: 20. maj 2008 16:01 To: 'User questions and discussions about OTRS.org' Subject: [otrs] Charset conflicts Hi. I'm taking over a test installation of OTRS running on Fedore Core. All tickets mailed to the system starts with this: "This message was written in a character set other than your own. If it is not displayed correctly, click here to open it in a new window." I have configured Thunderbird to send emain in iso-8859-1 format (which is default, I believe). I have tried to configure everything on the machine to be ISO-8859-1. Apache has 'AddDefaultCharset ISO-8859-1' /etc/sysconfig/i18n has 'LANG="en_US"' OTRS has DefaultCharset = 'iso-8859-1' Everything has been restarted (including the machine). What did I miss? -- 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? => http://www.otrs.com/

2 1

Re: [otrs] MyQueues
by Sune T. Tougaard 21 May '08

21 May '08

Under "Preferences" you can select queues as "My Queues". I think that you have to select some there before the indicator shows anything. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ed Greenberg Sent: 20. maj 2008 22:43 To: otrs(a)otrs.org Subject: [otrs] MyQueues Under what circumstances should there be an entry in "My Queues (0)"? I have two open tickets in a queue that is marked as Mine, yet the indicator is stubbornly zero. Thanks _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

1 0

SQL query for first response time and resolution time
by Régis OBERLE 21 May '08

21 May '08

Hello everybody, I want to build a report showing first response time and resolution time. The stat module doesn't seem to be able to do this. So, I started using an external reporting tool. The hardest part is to build the SQL query. Can anybody help me finding these informations in the database ? Do I have to compute these informations from "start" and "end" fields, or is the data stored in the database (maybe the <ticket> table) ? Thank you for your help. Regards, Régis

2 3

questions about Import/Export
by Moore, Jack 20 May '08

20 May '08

Hello, I am a new user of OTRS and I have been getting familiar with the system over the past couple of weeks. I continue to be amazed at how powerful this tool is compared to my previous use of Request Tracker. I upgraded today from ITSM 1.0.6 to 1.1.1 and was very pleased to see the additional stats reports included. I also noticed a new feature, the import/export package. I am trying to use the import/export package that is part of ITSM 1.1.1. I have not seen any documentation on the website, nor in /opt/otrs/doc. In Admin-Misc-Import/Export I am able to configure mapping templates for Config Item with Format CSV. In step 1 I give the template a name and set it to valid, in step 2, I choose class "Computer" and leave the max number of one element set at 10. In step 3 I set the colun separator to semicolon and charset to UTF-8. In step 4 I set a key to be Name, which is column 0. In step 5 I leave default setttings. At this point I can successfully click on "start export" and export the names of my configuration items to a csv file. I can save that file on my desktop with the default name of export.csv. If I edit that file and change the names to be different computer names, then I would expect that when I click on "start import" that I should then be able to import those names into OTRS as new CIs of type computer. However, when I do this, I see some disk activity, but I get no messages of any type, completion or error, and when I look at the Config Items, they are unchanged and nothing has been added. Has anyone had success importing CIs with this tool, and if so, can you give me some idea about what I might be doing wrong. best regards, Jack Moore

1 0

questions about Import/Export
by Moore, Jack 20 May '08

20 May '08

Hello, I am a new user of OTRS and I have been getting familiar with the system over the past couple of weeks. I continue to be amazed at how powerful this tool is compared to my previous use of Request Tracker. I upgraded today from ITSM 1.0.6 to 1.1.1 and was very pleased to see the additional stats reports included. I also noticed a new feature, the import/export package. I am trying to use the import/export package that is part of ITSM 1.1.1. I have not seen any documentation on the website, nor in /opt/otrs/doc. In Admin-Misc-Import/Export I am able to configure mapping templates for Config Item with Format CSV. In step 1 I give the template a name and set it to valid, in step 2, I choose class "Computer" and leave the max number of one element set at 10. In step 3 I set the colun separator to semicolon and charset to UTF-8. In step 4 I set a key to be Name, which is column 0. In step 5 I leave default setttings. At this point I can successfully click on "start export" and export the names of my configuration items to a csv file. I can save that file on my desktop with the default name of export.csv. If I edit that file and change the names to be different computer names, then I would expect that when I click on "start import" that I should then be able to import those names into OTRS as new CIs of type computer. However, when I do this, I see some disk activity, but I get no messages of any type, completion or error, and when I look at the Config Items, they are unchanged and nothing has been added. Has anyone had success importing CIs with this tool, and if so, can you give me some idea about what I might be doing wrong. best regards, Jack Moore

1 0

otrs tickets
by Tameika Reed 20 May '08

20 May '08

My otrs setup has been up and running for quiet some time now. I have not had any problems but today I can view my any tickets. In my QueueView. The page renders just fine but I don't see any tickets. Am I missing something? Is there a max size for the database ? Any help would much appreciated? Thanks in advance Tameika Reed tameikareed(a)mac.com

1 0

Customer's Signature getting messed
by Go Wow 20 May '08

20 May '08

Hi I have OTRS 2.2.6, its working fine its just that whenever I receive any email from anyone and there have a signature then this kind of text is getting added to end of each mail. The data you see there like "please inform us immediately and delete this message with any data that may be attached." is the end of signature and rest comes in a code dunno what it is and how to avoid it. recipient, please inform us immediately and delete this message with any data that may be attached.  <http://69.67.52.38/otrs/index.pl?Action=AgentTicketZoom&TicketID=29#top> -- Those that make the rule don't play the game!!

1 0

Charset conflicts
by Lars Jørgensen 20 May '08

20 May '08

Hi. I'm taking over a test installation of OTRS running on Fedore Core. All tickets mailed to the system starts with this: "This message was written in a character set other than your own. If it is not displayed correctly, click here to open it in a new window." I have configured Thunderbird to send emain in iso-8859-1 format (which is default, I believe). I have tried to configure everything on the machine to be ISO-8859-1. Apache has 'AddDefaultCharset ISO-8859-1' /etc/sysconfig/i18n has 'LANG="en_US"' OTRS has DefaultCharset = 'iso-8859-1' Everything has been restarted (including the machine). What did I miss? -- Lars

1 0

Agent Notifications Issues, Please help
by Jamie Spence 20 May '08

20 May '08

Hello All, We have recently installed thewin 32 version of otrs. The system is working fine except for agent notifications. Outbound mail is fine with other notifications working. No matter what I try I cant get agent notifications working. Agent notifications seem to work for follow ups, but nothing else (ie. change queue, new ticket) Basically all I want is new ticket notifications to all agents in that queue. Any help or suggestions most appreciated. Thanks, Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

2 2

Closed State
by gen＠gentube.com 20 May '08

20 May '08

Right now, if a customer replies to a closed ticket, the ticket remains closed and does not show in the queue. How do I configure it so that a closed ticket will be marked as open again, and reappear in the appropriate queue, if the customer replies again? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

5 18

locked ticket, follow-up for other agents
by Paulo Abreu 19 May '08

19 May '08

Hello, How do I set otrs so send a follow up to every agents when a ticket is locked? At the moment only agent locking the ticket is getting the e-mail. I know I can set bcc in sendmail. Thank you for your attention, Regards, Paulo Abreu

1 0

locked ticket, follow-up for other agents
by Paulo Abreu 19 May '08

19 May '08

Hello, How do I set otrs so send a follow up to every agents when a ticket is locked? At the moment only agent locking the ticket is getting the e-mail. I know I can set bcc in sendmail. Thank you for your attention, Regards, Paulo Abreu

1 0

Need Help
by Jamie Spence 19 May '08

19 May '08

Hello All, We have recently installed teh win 32 version of otrs. The system is working fine except for agent notifications. Outbound mail is fine with other notifications working. No matter what I try I cant get agent notifications working. Basically all I want is new ticket notifications to all agents in that queue. Any help or suggestions most appreciated. Thanks, Jamie -- ==================== Jamie Spence

1 0

locked ticket, follow-up for other agents
by Paulo Abreu 19 May '08

19 May '08

Hello, How do I set otrs so send a follow up to every agents when a ticket is locked? At the moment only agent locking the ticket is getting the e-mail. I know I can set bcc in sendmail. Thank you for your attention, Regards, Paulo Abreu

1 0

Re: [otrs] otrs Digest, Vol 58, Issue 33
by Mujtaba Karim 19 May '08

19 May '08

Here is a genuine issue I encountered I added a pop account it's a " fuse mail account" one of the most safe email. Okay here is what happened.The email is fetched but the response is not send The error from sys log is mentioned below "Mon May 19 14:59:05 2008 notice OTRS-PM3-10 Sent no 'auto reply' for Ticket [2008051910510] (meiji.rulz(a)gmail.com) because the sender doesn't want a auto-response (e. g. loop or precedence header)" Now this is odd and weird can anyone explain this to me ?" Regards MK -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Saturday, May 17, 2008 1:58 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 58, Issue 33 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Closed State (gen(a)gentube.com) 2. Re: Closed State (Nils Breunese (Lemonbit)) 3. Re: Closed State (gen(a)gentube.com) 4. Re: Closed State (Nils Breunese (Lemonbit)) 5. Re: Closed State (gen(a)gentube.com) 6. Re: Time Accounting (Jay Holler) 7. Re: Closed State (gen(a)gentube.com) 8. Re: Closed State (Nils Breunese (Lemonbit)) 9. Re: Closed State (Nils Breunese (Lemonbit)) ---------------------------------------------------------------------- Message: 1 Date: Fri, 16 May 2008 12:29:24 -0400 From: gen(a)gentube.com Subject: [otrs] Closed State To: otrs(a)otrs.org Message-ID: <20080516122924.fuws592busc0s4c0(a)gentube.com> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" Right now, if a customer replies to a closed ticket, the ticket remains closed and does not show in the queue. How do I configure it so that a closed ticket will be marked as open again, and reappear in the appropriate queue, if the customer replies again? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ------------------------------ Message: 2 Date: Fri, 16 May 2008 18:47:47 +0200 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <7915E2BD-52EE-43CF-9CF2-9BE4DC18809F(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes gen(a)gentube.com wrote: > Right now, if a customer replies to a closed ticket, the ticket > remains closed and does not show in the queue. How do I configure it > so that a closed ticket will be marked as open again, and reappear > in the appropriate queue, if the customer replies again? Admin > Queue > Follow up Option: possible. Nils Breunese. ------------------------------ Message: 3 Date: Fri, 16 May 2008 12:54:18 -0400 From: gen(a)gentube.com Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org>, "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Message-ID: <20080516125418.h6tdjzjyocc4k48w(a)gentube.com> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" Quoting "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl>: > gen(a)gentube.com wrote: > >> Right now, if a customer replies to a closed ticket, the ticket >> remains closed and does not show in the queue. How do I configure >> it so that a closed ticket will be marked as open again, and >> reappear in the appropriate queue, if the customer replies again? > > Admin > Queue > Follow up Option: possible. > > 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/ > That's already set to "possible". ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ------------------------------ Message: 4 Date: Fri, 16 May 2008 19:11:02 +0200 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <1176BA50-2029-4B77-80F0-187CEE766D0C(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes gen(a)gentube.com wrote: > Quoting "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl>: > >> gen(a)gentube.com wrote: >> >>> Right now, if a customer replies to a closed ticket, the ticket >>> remains closed and does not show in the queue. How do I configure >>> it so that a closed ticket will be marked as open again, and >>> reappear in the appropriate queue, if the customer replies again? >> >> Admin > Queue > Follow up Option: possible. >> >> Nils Breunese. > > That's already set to "possible". What is Core::PostMaster::PostmasterFollowUpState set to in SysConfig? It is set to 'open' by default. Nils Breunese. ------------------------------ Message: 5 Date: Fri, 16 May 2008 13:53:10 -0400 From: gen(a)gentube.com Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org>, "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Message-ID: <20080516135310.ds7m7o78e8w48o0s(a)gentube.com> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" Quoting "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl>: <snip> > > What is Core::PostMaster::PostmasterFollowUpState set to in > SysConfig? It is set to 'open' by default. > > 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/ > Thanks for you reply. PostmasterFollowUpState is checked and set to 'open'. However, PostmasterFollowUpStateClosed is set to 'open' but is unchecked. Could that be it? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ------------------------------ Message: 6 Date: Fri, 16 May 2008 14:35:59 -0400 From: "Jay Holler" <jayholler(a)gmail.com> Subject: Re: [otrs] Time Accounting To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <567e9ec70805161135l359ce923g1030cbc2922385da(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 James, That would be great if you could share your solution. Right now it appears to be the only way to do it. Rather unfortunate as the rest of the OTRS system handles our needs quite nicely. Thanks, Jay On Thu, May 15, 2008 at 12:14 AM, James Taylor <otrs(a)oakseed.demon.co.uk> wrote: > On 15 May 2008, at 06:20, Jay Holler wrote: > >> I am implementing an OTRS server in my organization and I am looking for a >> way to identify the number of hours reported in the "Time units (work >> units):" field by an agent when closing a ticket on a monthly basis by >> client. I have searched the list and website but have been unable to find a >> way to do this. > > We need exactly the same thing and have been equally surprised not to be > able to find such a basic report in OTRS already. I have been using a > complex SQL query in the MySQL shell to extract a monthly table of time used > by ticket for each customer, and I can show you the SQL for this if you'd > like to try doing the same. It's a rather manual process though. :-( > > I keep thinking there must be a way to do this within OTRS. Surely there are > many people using OTRS who need to bill their customers for the time they > used. The existence of the Time Accounting module suggests that the > developers recognise this. > >> I do not have any familiarity with Perl so coding my own solution is not >> an option for me. Can anyone provide any further information regarding time >> accounting? > > Well, I am comfortable using Perl (it was one of the things that attracted > us to OTRS) but we've only recently started using OTRS and there's a lot to > learn about the way it is internally structured before writing our own > extensions will become feasible. This is eventually what we will have to do, > of course, if there really is no existing way to get the monthly time > reports out. > > Please let me know if you find an answer. > > -- > James Taylor > > _______________________________________________ > 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/ > ------------------------------ Message: 7 Date: Fri, 16 May 2008 15:47:22 -0400 From: gen(a)gentube.com Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org>, gen(a)gentube.com Cc: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <20080516154722.ledi51mj8gksws0g(a)gentube.com> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" Quoting gen(a)gentube.com: > Quoting "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl>: > Thanks for you reply. PostmasterFollowUpState is checked and set to > 'open'. However, PostmasterFollowUpStateClosed is set to 'open' but > is unchecked. Could that be it? Unfortunately, that didn't work, either. Here's a little more info. When a customer responds to a ticket and it has been marked as either "closed" or "responded", the ticket remains closed and is not displayed in the queue. As it turns our, tickets marked as anything but open are not displayed in the queue. pending, responded... none of them show up in the queue. I need to have tickets in every state but closed displayed in the queue. I need any ticket that has a response from the outside displayed in the queue, no matter how old the original ticket. How do I accomplish these two things? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ------------------------------ Message: 8 Date: Fri, 16 May 2008 22:48:01 +0200 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <0AF0355F-6C98-480B-920E-3091659838D7(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes gen(a)gentube.com wrote: > Quoting "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl>: > >> What is Core::PostMaster::PostmasterFollowUpState set to in >> SysConfig? It is set to 'open' by default. >> >> Nils Breunese. >> > > Thanks for you reply. PostmasterFollowUpState is checked and set to > 'open'. However, PostmasterFollowUpStateClosed is set to 'open' but > is unchecked. Could that be it? Hm, that's also unchecked on our installation. According to the docs this is the setting that is controlling this behavior, so you could try and check it: http://doc.otrs.org/2.2/en/html/ x12516.html#Ticket:Core::PostMaster:PostmasterFollowUpStateClosed Nils Breunese. ------------------------------ Message: 9 Date: Fri, 16 May 2008 22:57:28 +0200 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Closed State To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <79911552-8D62-4839-933D-ED3D2A2CD23D(a)lemonbit.nl> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes gen(a)gentube.com wrote: > Quoting gen(a)gentube.com: > >> Quoting "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl>: > >> Thanks for you reply. PostmasterFollowUpState is checked and set to >> 'open'. However, PostmasterFollowUpStateClosed is set to 'open' >> but is unchecked. Could that be it? > > Unfortunately, that didn't work, either. Here's a little more info. > When a customer responds to a ticket and it has been marked as > either "closed" or "responded", the ticket remains closed and is not > displayed in the queue. As it turns our, tickets marked as anything > but open are not displayed in the queue. pending, responded... none > of them show up in the queue. That's normal behavior. Once a ticket is locked by an agent it is no longer in the queue. It returns to the queue when unlocked. > I need to have tickets in every state but closed displayed in the > queue. I need any ticket that has a response from the outside > displayed in the queue, no matter how old the original ticket. How > do I accomplish these two things? I think you'll want to enable StatusView module and not mess with how the queue system works. Admin > SysConfig > Front::Agent::ModuleRegistration > check Frontend::Module###AgentTicketStatusView Now you have a StatusView button in the top bar which you can use to get an overview of all non-closed tickets in OTRS, regardless of queue or whether they are locked. Nils Breunese. ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 58, Issue 33 ************************************

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MIME::Parser: can't open tmpfile: Invalid argument
by ml 19 May '08

19 May '08

Hello List, i am getting this error oversudden: MIME::Parser: can't open tmpfile: Invalid argument Any idea where i have to debug/look? We are using OTRS 2.0.4 Thanks, Mario

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Setting crons on windows
by Ramesh.Nernuru＠cognizant.com 15 May '08

15 May '08

Hi, In the OTRS2.2 Admin manual, at step 3.2.5, setting the cron jobs is explained for Linux/unix. Could anyone tell me the importance of this step and how we can do that on windows? I've installed OTRS in windows only. Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

3 3

file manager permissions2
by Phil Maynard 15 May '08

15 May '08

Hellow, I've added the optional file manager application and after I created the /home/otrs-share folder I get an error when I try to copy a file through otrs, Message: Can't write /home/otrs-share///test.txt: Permission denied and did a chown to otrs user but still same result, what should the permissions be for this folder? Thanks, Phil

3 3

How get time when ticket was close?
by lidia sviderska 14 May '08

14 May '08

Hi all! I want get time created ticket and time when ticket was closed in CSV format via Search. There is time created, but nothing about time when ticket was closed. Help me, please Lidia

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Re: [otrs] How get time when ticket was close?
by Klaus Bruno 14 May '08

14 May '08

Hi all select tn, create_time, change_time from ticket where (ticket_state_id = 2 or ticket_state_id = 3); ticket_state_id = 2 closed successful ticket_state_id = 3 closed unsuccessful regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini Sent: Wednesday, May 14, 2008 4:53 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] How get time when ticket was close? Hi, I'm interested too, either if I've ask if someone has an sql statement, but noone has answered. I know that there are other peoples interested. Could it be a request of feature for a next release to have time spent in all state for a ticket or at least from open to close state ? Thank you very much Cheers. MV On Wed, May 14, 2008 at 4:21 PM, lidia sviderska <lidiasviderska(a)yahoo.com> wrote: > Hi all! > I want get time created ticket and time when ticket was closed in CSV > format via Search. There is time created, but nothing about time when > ticket was closed. > Help me, please > Lidia > > > _______________________________________________ > 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/ > -- Marco Vannini home: +39 02 900091454 mobile: +39 335 5340819 msn: marco69v(a)hotmail.com talk: marco.vannini(a)gmail.com icq: 58389316 skype: marco69v _______________________________________________ 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/

3 3

How can I show email content in the reply message?
by Daniel Chen 14 May '08

14 May '08

Hi, Now the customer can get an email with a url when I close a ticket. How can I show the content in the reply message? How can I get rid of those "*** THIS IS JUST A NOTE ***" ? The email is like: *** THIS IS JUST A NOTE *** The state of your ticket "2008051410000011" has been changed by "Admin OTRS" to "closed successful". http://helpdesk.exmaple.com/otrs/customer.pl?Action=CustomerZoom&TicketID=32 Your Operation Team *** THIS IS JUST A NOTE *** Thanks, Daniel Chen

2 1

Help me achieve Rich Text Formatting
by Go Wow 14 May '08

14 May '08

Hello All OTRS is a great stuff but the only annonying things about OTRS is that it only supports plain text. I want to compose emails in html rich text how do i achieve this? -- Those that make the rule don't play the game!!

2 1

Apache not running
by Ramesh.Nernuru＠cognizant.com 14 May '08

14 May '08

Hi, I'm getting this error when starting the Apache after a few config changes. [Wed May 14 18:27:07 2008] [error] Can't load Perl file: d:/otrs/scripts/apache2-perl-startup.pl for server localhost:80, exiting... When I ran the apache2-perl-startup.pl script as perl -w apache2-perl-startup.pl, got an error like: [Wed May 14 18:23:51 2008] apache2-perl-startup.pl: Use of uninitialized value $ENV{"MOD_PERL"} in pattern match (m//) a t apache2-perl-startup.pl line 7. [Wed May 14 18:23:51 2008] apache2-perl-startup.pl: MOD_PERL not used! at apache2-perl-startup.pl line 7. But the mod_perl.so is already loaded in httpd.conf.as LoadFile "C:/OTRS/Perl/bin/perl510.dll" LoadModule perl_module modules/mod_perl.so Include "C:/OTRS/otrs/scripts/apache2-httpd-new.include.conf" Please suggest me where I'm going wrong Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

1 0

Postmaster filter not working with non root queues
by João Ricardo Marques Mota 14 May '08

14 May '08

Hello. I'm trying to define filters to sort incoming mails into different non root queues. The thing is it doesn't work. I've tried to change it to a root queue and it worked. The filter is based in a regular expression matching the mail's subject. I set the X-OTRS-Queue to the name of the queue I want this kind of messages being forwarded to (named MYQUEUE). # ./PostMasterPOP3.pl Message 1/1 (xxxxx(a)pop.myserver.com) ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Tue May 13 09:31:50 2008 Message: Found no $QueueID for MYQUEUE! Traceback (31073): Module: Kernel::System::Queue::QueueLookup (v1.74) Line: 513 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.19) Line: 110 Module: Kernel::System::PostMaster::Run (v1.65) Line: 318 Module: main::FetchMail (v1.25) Line: 206 Module: ./PostMasterPOP3.pl (v1.25) Line: 125 Connection to pop.myserver.com closed. Is this a known bug? Any suggestions other than moving the queue to the root level? Thanks. Joao Ricardo Marques Dpto. Sistemas cupagroup Telf.: +34988335410 Móvil: Fax: +34988335599 Email: jrmarques(a)cupagroup.com --------------------------------- AVISO LEGAL Este mensaje se dirige exclusivamente a su destinatario. Puede contener información privilegiada, confidencial o legalmente protegida. Si ha recibido este mensaje por error le rogamos que lo borre inmediatamente, así como todas sus copias, y lo comunique al remitente. En virtud de la legislación vigente está prohibida la utilización, divulgación, copia o impresión sin autorización. No existe renuncia a la confidencialidad o privilegio por causa de una transmisión errónea. DISCLAIMER This message is intented exclusively for the named person. It may contain confidential, propietary or legally privileged information. No confidentiality or privilege is waived or lost by any misstransmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. Your must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intented recipient. AVERTISSEMENT LEGAL Ce message est strictement réservé à la personne à qui il est dirigé. Il peut contenir une information confidentielle ou légalement protégée. Si vous avez reçu ledit message par erreur, nous vous remercions de bien vouloir l´effacer de même que toute copie existante dans le disque dur, ainsi que de le notifier à son expéditeur. Selon la législation en vigueur, l'utilisation, la divulgation, la copie, ou l'impression sans autorisation sont interdits. Il n'existe pas de renonciation à la confidentialité ou de privilège en raison d'une transmission erronée.

2 1

Moving a locked ticket to a different queue
by Lars Jørgensen 14 May '08

14 May '08

Hi. Is it possible for a supervisor to move a ticket locked by an agent to another queue without taking ownership of the ticket? -- Lars

2 2

How to show email content in the reply message
by Daniel Chen 14 May '08

14 May '08

Hi, Now the customer can get an email with a url when I close a ticket. How can I show the content in the reply message? How can I get rid of those "*** THIS IS JUST A NOTE ***" ? The email is like: *** THIS IS JUST A NOTE *** The state of your ticket "2008051410000011" has been changed by "Admin OTRS" to "closed successful". http://helpdesk.exmaple.com/otrs/customer.pl?Action=CustomerZoom&TicketID=32 Your Operation Team *** THIS IS JUST A NOTE *** Thanks, Daniel Chen

1 0

postmaster.pl .. multiple ticket requests in user account.
by Jeff 13 May '08

13 May '08

Hi, Version 2.0.4 on RedHat. We have our tickets sent to a "local" account on the otrs server and then have postmaster.pl check that account on 1 minute intervals. My problem occurs when a multiple "requests" are sent to the user account within the same minute. When this happens PostMaster.pl only creates one ticket instead of two + tickets. Is there a way to process the email and make more than one ticket when this happens. Example of users email received: >From nobody(a)im.fsg Tue May 13 11:31:26 2008 Return-Path: <nobody(a)im.fsg> Received: from im.fsg ([192.168.100.4]) by ticket.com (8.13.7/8.13.7) with ESMTP id m4DIVQn0007484 for <otrs(a)ticket.com>; Tue, 13 May 2008 11:31:26 -0700 Received: (from nobody@localhost) by im.fsg (8.11.6/8.11.6) id m4DIJhv21650; Tue, 13 May 2008 11:19:43 -0700 Date: Tue, 13 May 2008 11:19:43 -0700 Message-Id: <200805131819.m4DIJhv21650(a)im.fsg> To: otrs(a)ticket.com From: tacoma@.com Subject: New case in the Hardware queue. Text: HI. Our gold printer isn't working. ..... >From nobody(a)im.fsg Tue May 13 11:31:30 2008 Return-Path: <nobody(a)im.fsg> Received: from im.fsg ([192.168.100.4]) by ticket.com (8.13.7/8.13.7) with ESMTP id m4DIVQe3007485 for <otrs(a)ticket.com>; Tue, 13 May 2008 11:31:26 -0700 Received: (from nobody@localhost) by im.fsg (8.11.6/8.11.6) id m4DIJi321655; Tue, 13 May 2008 11:19:44 -0700 Date: Tue, 13 May 2008 11:19:44 -0700 Message-Id: <200805131819.m4DIJi321655(a)im.fsg> To: otrs(a)ticket.com From: tacoma@.com Subject: New case in the Hardware queue. Text: HI. Our gold printer isn't working..... ****************************************************************************************************************** Example of Ticket created:You will see the "NEW" ticket was created but the second request was added as additional "text" instead of a "NEW" ticket. *From:* tacoma@com *To:* otrs(a)ticket.com *Subject:* New case in the Hardware queue. Text: HI. Our gold printer isn't working.... >From nobody(a)im.fsg Tue May 13 11:31:30 2008 Return-Path: <nobody(a)im.fsg> Received: from im.fsg ([192.168.100.4]) by ticket.com (8.13.7/8.13.7) with ESMTP id m4DIVQe3007485 for <otrs(a)ticket.com>; Tue, 13 May 2008 11:31:26 -0700 Received: (from nobody@localhost) by im.fsg (8.11.6/8.11.6) id m4DIJi321655; Tue, 13 May 2008 11:19:44 -0700 Date: Tue, 13 May 2008 11:19:44 -0700 Message-Id: <200805131819.m4DIJi321655(a)im.fsg> To: otrs(a)ticket.com From: tacoma@.com Subject: New case in the Hardware queue. [...]

1 0

Re: [otrs] Multiple addresses per queue
by gen＠gentube.com 13 May '08

13 May '08

Quoting Marco Vannini <marco.vannini(a)gmail.com>: > Assuming that your host is a *nix and you could set up a fake dns to > resolve an mx record that point at the machine itself (or disable mx > checking in otrs) and that you use sendmail on it, you could create a > distributionlist(a)localhost.localdomain then, modifing your > /etc/aliases file, create a: > > distributionlist: name1,name2,name3 > > and then a newaliases. > > Then you could use distributionlist(a)localhost.localdomain as email address. > > > Obviuosly, if you manage you mail server you could do that all on it > directly... > > Hope it was clear... > > Cheers. > > MV > > On Tue, May 13, 2008 at 4:40 PM, <gen(a)gentube.com> wrote: >> How do I add a multiple email addresses to a queue? >> Thanks for the reply. I'm sorry that I wasn't more clear. I already have something like what you described set up. What I need is multiple system addresses for a single queue. User Joe has 3 aliases that all point to the mailbox that otrs checks, but only one of those aliases is associated with Joe's otrs queue -- mail to his other two aliases ends up in the general queue. Is it possible to do what I need? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

2 1

Multiple addresses per queue
by gen＠gentube.com 13 May '08

13 May '08

How do I add a multiple email addresses to a queue? ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

2 2

OTRS + OCS
by syareefdol 13 May '08

13 May '08

Hey guys, Currently I'm implementing OTRS for my company. So far, we quite enjoy to use it with some modifications and add on. But here the question goes; 1) Before OTRS system use for our company, I'm using OCS-ng which is open source for our inventory and tracking system of equipment. Here the trick; how can I extract all data inside OCS-ng and push it to all in OTRS/ITSM system?? I've been thinking this lately but serious no idea for this moment. It would be great if this can be done which using OTRS system as our core system in company. Thanks anyway for reading my mail and hope someone will reply soon. Cheers, Syareefdol.

2 1

SLA notification
by Jan Hejl 13 May '08

13 May '08

Hello OTRS, I would like to set up notification for SLA response. More accurately notificate agents about lost response and solution time. Is here any possible way? Thanks Jan

1 0

FW: Time units, normal time vs. overtime
by Sune T. Tougaard 13 May '08

13 May '08

Just in case this got lost in the list problems some time ago, here i ask again. Thanks. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 23. april 2008 10:11 To: User questions and discussions about OTRS.org Subject: [otrs] Time units, normal time vs. overtime Hi, I'd like to "expand" the "Time Units" field when handling tickets. My users have a need to distinguish between normal time used on a ticket and overtime used. (for billing and statistical purposes, for example) I'm imagining that it's a fairly simple thing to do, but i have no idea how to, as i'm really not a coder. Can anyone help? Have also had a look at the "Time Accounting" module, but... I just didn't get it. And it seems a bit overkill for what i need. Thanks. -- /Sune

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