- otrs - OTRS mailing lists

Default services for customer users
by Leigh Reed 03 Apr '08

03 Apr '08

Hi, I was wondering of it was possible to setup some of the services that I have created as default for every user? At the moment I have to add them all manually to each user which is quite a long process. Thank you Leigh Reed

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#145 - Table './otrs/search_profile' is marked as crashed and should be repaired
by Simon Morley 02 Apr '08

02 Apr '08

Hi, We have been experiencing mysql problems. When we search in the db we are given the following error: #145 - Table './otrs/search_profile' is marked as crashed and should be repaired We really don't know what to do or how to fix it. Thanks, Simon

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OTRS as a Job Dispatch System Between Customer and Sub-Contractors ?
by Michael Teo 02 Apr '08

02 Apr '08

Hi, all. I'm wondering if there is anyone in this mailing list who has used OTRS to accomplish the following functionalities: 1. Customer sends in his/her problem via email to OTRS which creates a ticket in the system. 2. Agent reads the ticket and assigns a sub-contractor through OTRS to go on-site to work on the problem. 3. Sub-contractor receives notification from OTRS with details and proceeds to work 4. When the sub-contractor completes the task, he replies back to OTRS to report job done. 5. Agent receives "job done" notice from sub-contractor and replies to customer and/or closes the original ticket. I will appreciate if someone can share with me on how I can achieve the above with OTRS with all communications revolving around the original ticket that is initiated by the customer. Thanks in advance, Michael.

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Problems replying to external email addresses
by Nelson Pereira 02 Apr '08

02 Apr '08

I get an email from outside the company, in this case a test hotmail account, and when going into OTRS and replying to it, when clicking send, I get this error: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Apr 2 09:51:14 2008 Message: Can't send to: kitkatuser(a)hotmail.com! Enable debug for more info! Traceback (24174): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 98 Module: Kernel::System::Email::Send (v1.31.2.1) Line: 498 Module: Kernel::System::Ticket::Article::ArticleSend (v1.147) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30.2.2) Line: 364 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 How do I enable debug to find out more about this issue and perhaps fix it... Thanks Nelson

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using close and internal-note send email to customer
by Florus Both 02 Apr '08

02 Apr '08

hi, otrs 2.2.4 with itsm: when i close a ticket using the close either in the listview or the ticketzoomview, and choose internal-note as the note-type, the system still sends an update notification to the customer: Wed Apr 2 14:30:46 2008noticeOTRS-CGI-19Sent customer 'StateUpdate' notification to 'xxxx <xxxx(a)mobilepeople.com>'.Wed Apr 2 14:30:46 2008notice OTRS-CGI-19Sent email to 'xxxx <xxxx(a)mobilepeople.com>' from 'mobilePeople support <xxxx(a)mobilepeople.com>'. HistoryType => SendCustomerNotification, Subject => Re: [mPTicket#2008040219000029] New State "closed successful"!; any idea what i did wrong to get this? thanks -- /florus

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missing faq after upgrade
by Patrick Mäusebach 02 Apr '08

02 Apr '08

Hello, after upgrading from 2.0.4 to 2.2.5 I'm not able to see at the faq. I installed the faq package, and set the user permissions for groups faq and faq_admin. If I push the FAQ Button I can only see FAQ default comment If I start the pulic.pl script inside a browser I'm able to see the faq entries. Thanks for answers! Patrick Maeusebach

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Questions/issues about OTRS 2.2.6
by Poe Chen 02 Apr '08

02 Apr '08

Hi, all, I have just installed OTRS 2.2.6 and did some configurations/customization with it. Few issues/questions I have with OTRS: -How to create customer automatically through the email ticket? I've searched the mail archive and the closest one I can found is: http://www.mail-archive.com/otrs@otrs.org/msg03045.html And it seems the function isn't implemented in 2.2 yet since when I click on "Zoom" (not AgentZoom....) it doesn't give you the option. And if I click on "Customer", it only sets the ticket's customer's ID, not adding a new customer into the database. Any ways to automatically extract the information of the email ticket and create the customer in the database? -Address book contains only customer's info? It looks like the address book doesn't contain any agents' info. How can I CC/BCC info to a particular agent using address book? -Any detail documentations about GenericAgent/SysConfig configuration and OTRS variables? Where to find more documentations? Is there any more documentations about GenericAgent/SysConfig? Specially SysConfig, it looks like you can customize your OTRS install pretty easily through it, no need to modify the source code. Also, a lot of OTRS related variables are in SysConfig (like OTRS_USERLOGIN/OTRS_USERFIRSTNAME, etc), where I can find a complete list of all the OTRS predefined variables? Thanks in advance, Poe

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Questioon about a problem of looping...
by Nelson Pereira 02 Apr '08

02 Apr '08

I keep getting this message.... Hi Nelson, there is a new ticket in "Raw"! Mail Delivery Subsystem <MAILER-DAEMON(a)nelsoncentos.protus.org> wrote: <snip> > ********************************************** > ** THIS IS A WARNING MESSAGE ONLY ** > ** YOU DO NOT NEED TO RESEND YOUR MESSAGE ** > ********************************************** > > The original message was received at Wed, 2 Apr 2008 03:30:02 -0400 > from nelsoncentos.protus.org [127.0.0.1] > > ----- Transcript of session follows ----- <otrs(a)protus.org>... > Deferred: cg-cluster.protus.org.: No route to host > Warning: message still undelivered after 4 hours Will keep trying > until message is 5 days old <snip> http://nelsoncentos.protus.org/otrs/index.pl?Action=AgentZoom&TicketID=8 7 Your OTRS Notification Master What is this and how do I stop it? Nelson Pereira Senior Network Administrator Protus IP Solutions Inc. npereira(a)protus.com phone: 613.733.0000 ext.528 MyFax: 613.822.5083 www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. <http://www.myfax.com/referral_program.asp> <http://www.myfax.com>

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Re: [otrs] Error cannot write to syslog with starting OTRS
by longwave＠terra.es 02 Apr '08

02 Apr '08

Hi, Thank you for your advice on the SetPermissions.sh script, which I executed before starting OTRS. This does not seem to be the fault, however. I suspect it has to do with opening the channel to the syslog service. But I don't know that much about perl to debug it. **Warning message for everyone who installs OTRS on Solaris and executes the SetPermissions.sh**: CHANGE THE SCRIPT AND QUIT THE 'test' STATEMENTS AS IT WILL ALTER THE PROTECTION OF YOUR OPERATING SYSTEM DIRECTORIES. Your entries of type: test -r file should be changed to: if [ -r file ] then ... fi Executing the script left me with an unworkable Solaris system and it cost me an afternoon to get all the permissions right of the /devices, /etc and other directories. (Fortunately I had a copy of the system to which I could compare the protection of various directories + their files to get everything working again). Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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OTRS and park management
by Brunier, Mikael 02 Apr '08

02 Apr '08

Hello, I'm trying to install and configure OTRS, but I have a question: Is it possible to integrate a computer park management directly in OTRS and ideally synchronized with an Active Directory. Thanks Mike PS: Sorry if my english is not perfect...

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Can't see queues that I've created
by Robert Brown 02 Apr '08

02 Apr '08

Hello, I have my OTRS installed and running however I'm not able to see the queues that I've assigned to a user when I'm logged in as that user. I'm really hoping someone can help me. I've read over the documentation and am sure I've followed it, however there is just something I am missing. I've created the user and created the group. Then I've mapped the user to the group. I've assigned the user move_into, create, owner and priority. I've then assigned the queue to the group. However when I login as the user, I don't see the queue I just created. I'm running OTRS 2.2.5 on Suse. Any help would be very much appreciated. Thanks, Robert

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Question on otrs replying to users
by Nelson Pereira 01 Apr '08

01 Apr '08

Hi, First time here, just finished installing otrs. I'm having some issues... When a user sends an email to otrs(a)domain.com, the OTRS box replies but replies with otrs(a)localhost.localdomain. How can I change this as if the user replies to the response from OTRS, it fails as the exchange system does not know about otrs(a)locahost.localdomain... It need to have a specific @domain.com My second issue is: I use fetchmail on the otrs user to get the emails from the exchange, and drop them to the local mail folder of otrs. Although the emails are not put in to OTRS specific queue... How is this done? Regards, Thanks in advance for your help. Nelson

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Disabling notification
by Dorp, Danny van 01 Apr '08

01 Apr '08

You can also disable the notifications send to agents in the agent preferences. [ New ticket notification ] [ Follow up notification ] [ Move notification ] Best regards, Danny van Dorp DISCLAIMER This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of SNV. SNV accepts no liability for any damage caused by any virus transmitted by this email.

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Disabling notification
by sharif islam 01 Apr '08

01 Apr '08

Hi All, I am trying disable some auto-notification, not sure where to set it. Also if this is possible for specific queues rather than system wide. 1) merge ticket: Currently merging tickets sends a note to the customer. we would like to disable this 2) owner/responsible: assigning owner and responsible sends two notification. we have both turned on. thanks. --s

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Suddenly otrs is slow but only in composing answers
by Dorp, Danny van 01 Apr '08

01 Apr '08

Since last weekend (23 march 2008) OTRS is suddenly slow in responding but only while login in or composing answers. Composing notes and/or switching queue views is very fast. We use windows 2003 server + sp2 and OTRS 2.2.5 windows installer. I have run tests on the LDAP (we use LDAP authentication) and this did not show any delay whatsoever. We use file system for attachements and a little script to remove all file-1 and file-2 attachements to keep it neat and tidy. Before last weekend everything worked like a charm. There are around 4000 tickets in the system. I hope somebody could shine a light on what the problem might be. Thanks! Best regards, Danny van Dorp ICT Officer Helpdesk and System Management SNV Netherlands Development Organisation DISCLAIMER This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of SNV. SNV accepts no liability for any damage caused by any virus transmitted by this email.

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Surveytool
by Arnold Ligtvoet 01 Apr '08

01 Apr '08

Hi, I would like to start using the survey tool. I understood from previous posts that at the moment it is limited to one survey only. This also probably means that, when set to valid, this survey will be used for all queues in the system? The problem is that the module sends out a link to the customer (does anyone know the URL?) and my box is running behind a firewall. I'd prefer to restrict outside access to the box. Can this be done in another way (by putting the survey page on the webserver)? Regards, Arnold.

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MYSQL ? and issues
by Snehal Desai 01 Apr '08

01 Apr '08

Hello, I am trying to extract data from mysql database using mysql tools. I am a newbie(new college-grad), so I can't seem to find the data in the inventory(config item) that I have loaded. I have tried a sql dump, but the .sql file is not readable. Do you know under what schema/table this is under so I can extract it? Also, how can I extract it? I have tried xml_storage and all the config items tables. Second problem, I can't seem to connect to the mysql database (using the tools) which is located on a server from my local computer. I have full admin rights and it keeps telling me the local computer is not allowed to connect o mssql. Right now i'm accessing directly from the server. I have tried variety of sol. provided in the OTRS archives, but have had no luck. Thanks.

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Export/Import Issues
by Snehal Desai 31 Mar '08

31 Mar '08

Hello, I can't seem to export my inventory data. This is just some sample data I put in since we are in the testing phase. I'm using the Import/Export Package but it give me the following error. Error: Error occurred. Export impossible! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Mar 31 16:36:45 2008 Message: Error occurred. Export impossible! Traceback (5180): Module: Kernel::Modules::AdminImportExport::Run (v1.17) Line: 1234 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::E_3a_OTRS_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 Any clues? Thanks.

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Re: MYSQL ? and issues
by Snehal Desai 31 Mar '08

31 Mar '08

Hello, I am trying to extract data from mysql database using mysql tools. I am a newbie(new college-grad), so I can't seem to find the data in the inventory(config item) that I have loaded. I have tried a sql dump, but the .sql file is not readable. Do you know under what schema/table this is under so I can extract it? Also, how can I extract it? I have tried xml_storage and all the config items tables. Second problem, I can't seem to connect to the mysql database (using the tools) which is located on a server from my local computer. I have full admin rights and it keeps telling me the local computer is not allowed to connect o mssql. Right now i'm accessing directly from the server. I have tried variety of sol. provided in the OTRS archives, but have had no luck. Thanks.

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CUSTOMER_DATA tag inserting agent data into notifications
by Leigh Reed 31 Mar '08

31 Mar '08

Hi, I am having a problem inserting tags into notification emails. I want the email to say something like: Hi <OTRS_CUSTOMER_DATA_UserFirstname> text text text text etc. For some reason when the email is sent the name of the agent is inserted instead of the customer name. For example, i am an agent and there is another agent called Matt. If Joe creates a ticket and then I assign Matt as the owner the notification email to the customer reads: Hi Matt, text text text text etc. Where as it is supposed to read: Hi Joe, text text text text etc. Can anyone help me as to what I am doing wrong? Thank you Leigh Reed

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RE: [otrs] System Response
by Arnold Ligtvoet 31 Mar '08

31 Mar '08

Hi, Julian wrote: > I would know if it's possible to add an attachment file to an auto response ? Because I saw > it's possible to do it by normal response but I would it for auto response. I had the same requirement here from users. I don't think it is possible (pretty sure of that) at the moment. Regards, Arnold.

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RE: [otrs] Removing the language option from the login pages
by Arnold Ligtvoet 31 Mar '08

31 Mar '08

> Can anyone tell me how to remove the language option from both the > login.pl and customer.pl pages? I presume you are using the standard template? If so go into: \Kernel\Output\HTML\Standard In CustomerLogin.pl remove: <p> <form action=3D"$Env{"CGIHandle"}" method=3D"post" enctype=3D"application/x-www-form-urlencoded"> <input type=3D"hidden" name=3D"Action" value=3D""> <input type=3D"hidden" name=3D"RequestedURL" value=3D"$QData{"RequestedURL"}"> <table border=3D"0" cellspacing=3D"0" cellpadding=3D"3" = width=3D"300"> <tr> <td class=3D"singleboxhead">$Text{"Language"}</td> </tr> <tr> <td class=3D"singleboxbody"> <table cellspacing=3D"8" cellpadding=3D"2"> <tr> <td>$Text{"Language"}:</td> <td>$Data{"Language"}</td> </tr> </table> <input class=3D"button" type=3D"submit" = value=3D"$Text{"Submit"}"> </td> </tr> </table> </form> </p> In Login.dtl remove: # -- # language # -- <p> <form action=3D"$Env{"CGIHandle"}" method=3D"post" enctype=3D"application/x-www-form-urlencoded"> <input type=3D"hidden" name=3D"Action" value=3D""> <input type=3D"hidden" name=3D"RequestedURL" value=3D"$QData{"RequestedURL"}"> <table border=3D"0" cellspacing=3D"0" cellpadding=3D"3" = width=3D"280"> <tr> <td align=3D"center" = class=3D"singleboxhead">$Text{"Language"}</td> </tr> <tr> <td align=3D"center" class=3D"singleboxbody"> <table cellspacing=3D"8" cellpadding=3D"2"> <tr> <td class=3D"singleboxkey">$Text{"Language"}:</td> <td class=3D"singleboxvalue">$Data{"Language"}</td> </tr> </table> <input class=3D"button" type=3D"submit" = value=3D"$Text{"Submit"}"> </td> </tr> </table> </form> </p> Done... Arnold. _______________________________________________ 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 Digest, Vol 56, Issue 57
by ammad shah 31 Mar '08

31 Mar '08

errors in apache error_log contains [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::CustomerUser::new (v1.32) Line: 86, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Ticket::new (v1.275.2.8) Line: 133, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 165, referer: http://gateway/otrs/index.pl where as users are unable to login to otrs. On Tue, Mar 25, 2008 at 8:04 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: LDAP Authentication of Agents (Ezra Taylor) > 2. Theme created are not working (Stephen Chao) > 3. RE: Removing the language option from the login pages > (Clary, Steve) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 25 Mar 2008 10:14:14 -0400 > From: "Ezra Taylor" <ezra.taylor(a)gmail.com> > Subject: Re: [otrs] LDAP Authentication of Agents > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: > <eb90f15e0803250714s238079cpee61fb773d8c292e(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > What errors are you getting? Post the complete errors to your email. > Also, > make sure you have ldap working correctly before you use it to authorize > and > authenticate users. > > On Tue, Mar 25, 2008 at 9:31 AM, ammad shah <mammadshah(a)gmail.com> wrote: > > > * i did alot of configuratios foudn on internet, but getting erros on > > httpd error log my Config.pm <http://config.pm/> is* > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > $Self->{'AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=test, dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, cn=Users, > > dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > > > # This is an test configuration for an LDAP auth. backend. > > # (take care that Net::LDAP is installed!) > > $Self->{'Customer::AuthModule'} = > 'Kernel::System::CustomerAuth::LDAP'; > > $Self->{'Customer::AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=test, > > dc=local'; > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > # The following is valid but would only be necessary if the > > # anonymous user do NOT have permission to read from the LDAP tree > > $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, > > ou=Users, dc=test, dc=local'; > > $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > # CustomerUser > > # (customer user database backend and settings) > > $Self->{CustomerUser} = { > > Name => 'Datenbank', > > Module => 'Kernel::System::CustomerUser::DB', > > Params => { Table => 'customer_user', > > # to use an external database > > # DSN => 'DBI:odbc:yourdsn', > > # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', > > # User => '', Password => '', > > }, > > # customer uniq id > > CustomerKey => 'login', > > CustomerID => 'customer_id', > > CustomerValid => 'valid_id', > > CustomerUserListFields => ['first_name', 'last_name', 'email'], > > # CustomerUserListFields => ['login', 'first_name', 'last_name', > > 'customer_id', 'email'], > > CustomerUserSearchFields => ['login', 'last_name', > 'customer_id'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['email'], > > CustomerUserNameFields => ['salutation', 'first_name', > > 'last_name'], > > # ReadOnly => 1, > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type, > > http-link > > [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' > ], > > [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], > > [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], > > [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' > > ], > > [ 'Userlocalment', 'localment', 'localments', 1, 0, 'var' ], > > [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], > > ], > > }; > > > > # CustomerUser1 > > # (customer user ldap backend and settings) > > $Self->{CustomerUser1} = { > > Module => 'Kernel::System::CustomerUser::LDAP', > > Params => { > > # ldap host > > Host => 'cc-pdc.test.local', > > # ldap base dn > > BaseDN => 'dc=test, dc=local', > > # search scope (one|sub) > > SSCOPE => 'sub', > > # The following is valid but would only be necessary if the > > # anonymous user does NOT have permission to read from the LDAP > tree > > UserDN => 'cn=otrs ldap, ou=People, dc=test, dc=local', > > UserPw => '0tr$2008', > > AlwaysFilter => '', > > SourceCharset => 'utf-8', > > DestCharset => 'iso-8859-1', > > }, > > # customer uniq id > > CustomerKey => 'sAMAccountName', > > # customer # > > CustomerID => 'mail', > > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['mail'], > > CustomerUserNameFields => ['givenname', 'sn'], > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type > > #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], > > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > > #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > > #[ 'Userlocalment', 'localment', 'description', 1, 0, 'var' ], > > ], > > }; > > > > > > > > when i try to login otrs > > > > otrs(a)test.local using password. but getting errors. help required by > all > > of you. > > > > -- > > M Ammad Shah > > _______________________________________________ > > 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/ > > > > > > -- > Ezra 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/

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Re: [otrs] Zlib uncompress error
by aleem bagwan 31 Mar '08

31 Mar '08

Re-installing Compress::Zlib from source may solve the problem. Possible problem is that dependency modules are missing. Try installing the dependencies of Compress::Zlib as listed during its installation. Jeff <lists(a)youthinkitweprintit.com> wrote: 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... _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ --------------------------------- Save all your chat conversations. Find them online. _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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

Removing the language option from the login pages
by Clary, Steve 31 Mar '08

31 Mar '08

Can anyone tell me how to remove the language option from both the login.pl and customer.pl pages? Steve _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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] Removing the language option from the login pages
by Clary, Steve 31 Mar '08

31 Mar '08

Thanks! Can you tell me which file is the HTML template? Steve Clary -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = S=E9bastien Prud'homme Sent: Wednesday, March 05, 2008 12:50 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Removing the language option from the login pages Just edit the HTML template 2008/3/5, Clary, Steve <Steve_Clary(a)urmc.rochester.edu>: > > > > > Can anyone tell me how to remove the language option from both the = login.pl > and customer.pl pages? > > > > Steve > _______________________________________________ > 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? > =3D> 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? =3D> 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/ _______________________________________________ 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/ _______________________________________________ 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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Theme created are not working
by Stephen Chao 31 Mar '08

31 Mar '08

> > Ideally I want to create 3 different web pages for 3 different customers. > Right now I am trying to create a theme and apply to the customer.pl. I > followed the procedure of administrator document by using the queries to add > the company themes and I do see the options in the drop down menu using my > ID or the root@localhost in the index.pl preference page. Both IDs are > have all the admin rights. I copied the standard folder to 3 different > names accordingly but they are not working. The theme being used is still > the standard theme. Did I miss something or the manual did? > > It is not like I do not have the knowledge. It is just not working. > Please help. Thank you. Is there anything that I have to configure or add > in the config file? Can I create different pages for 3 different customers? > ***********************result of the query below************************************************* > > > +----+------------------------ > --+----------+---------------------+-----------+-- > -------------------+-----------+ > | id | theme | valid_id | create_time | > create_by | c > hange_time | change_by | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > | 1 | Standard | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 2 | Lite | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 3 | company1 | 1 | 2008-02-22 13:25:09 | 1 > | 2 > 008-02-22 13:25:09 | 1 | > | 4 | company2 | 1 | 2008-02-22 13:25:56 | 1 | 2 > 008-02-22 13:25:56 | 1 | > | 5 | company3 | 1 | 2008-02-22 13:27:14 | > 1 | 2 > 008-02-22 13:27:14 | 1 | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > 5 rows in set (0.00 sec) > > > > -- Stephen Chao Microsoft Certified System Engineer _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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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System Response
by Julien CHAMPSEIX 31 Mar '08

31 Mar '08

Hi, I would know if it's possible to add an attachment file to an auto response ? Because I saw it's possible to do it by normal response but I would it for auto response. Can you help me. Many Thx! Regards, Julian.

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Too many connections error
by touraman traore 30 Mar '08

30 Mar '08

Hi there, I'm using OTRS 2.2.5 with MySQL 4. I'm recently getting this below error. Does anybody know how to solve it? Thanks DBI connect('database=otrs;host=localhost;','otrs',...) failed: Too many connections at /opt/otrs/Kernel/System/DB.pm line 197 ERROR: OTRS-GenericAgent-10 Perl: 5.8.6 OS: linux Time: Sat Mar 29 19:40:02 2008 Message: Too many connections Traceback (19114): Module: Kernel::System::DB::new (v1.75) Line: 174 Module: /opt/otrs/bin/GenericAgent.pl (v1.41) Line: 78 Got no DBObject! at /opt/otrs/Kernel/System/PID.pm line 69, <PRODUCT> line 4.

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Changing State, Priority & Queue colour in Agent area.
by Leigh Reed 28 Mar '08

28 Mar '08

Hi, On the right hand side of the ticket, either in queue view or zoom view, there is an info panel giving you information on the customer and the state of the ticket etc. Currently some of the text such as State, Queue, Locked & Priority appears in red by default. Is it possible to change this colour. If so, where can I find it? I have looked in the css.dtl file but it doesn't appear to be in there. I also tried editing the AgentTicketZoom.dtl file and a couple of others as they have the <font color="red" tag for the various options. I changed it but it didn't do anything and stays red. Any ideas? Thank you. Leigh Reed

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Can you automatically link configuration items to a queue or SLA?
by longwave＠terra.es 28 Mar '08

28 Mar '08

Hi List, Is there a way to link configuration items to a service, SLA or queue? If so, how to do that? Thanks, Enrique Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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Orphan tickets
by Laurent GALAIS 27 Mar '08

27 Mar '08

Hello List, This morning one of my OTRS agent created an orphan ticket and it got its account locked. Now it is impossible to delete from the WebApp. When I do a search I do see this: Under 'State' column: $Quote{""}","30 $Quote{""}","30 Under 'Owner' column: ( ) ( ) I dumped the sql w/ data and could not detect this ticket. Did anybody face that and has the magic sql statement. Thank you ! Laurent Laurent GALAIS Four J's Development Tools 866 314 7300 x7935 www.fourjs.com

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Where is the link to a configuration item (CI) in a ticket?
by longwave＠terra.es 27 Mar '08

27 Mar '08

Hello Otrs'ers, Just installed the OTRS 2.2.5 system with ITSM 1.1.0 Beta1 module. After having added Configuration Items, where is the link to such a CI from a Ticket, as well as for a service and SLA? This would be very useful to us. Thank you, Enrique Gonzalez. Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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How do I display the whole machine park in the Configuration Items?
by longwave＠terra.es 27 Mar '08

27 Mar '08

Hello, Is there a way to have a display of all the Configuration Items from the OTRS/ITSM module? Thank you, Enrique. Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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RE: [otrs] Notification Question
by Julien CHAMPSEIX 27 Mar '08

27 Mar '08

Hi, I posted an email into dev@otrs but i hadnt any response from it about my request. What someone could help me to say which file or files I should modify in order to resolve my request (in previous mail) Many Thx! Best Regards, Julian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : lundi 10 mars 2008 16:55 À : 'User questions and discussions about OTRS.org' Objet : RE: [otrs] Notification Question Importance : Haute Yes but the problem is the following: I'm notified when I have a new ticket in a queue but it's always using the default address system. I would be notified by different address following the Queue. For example: I have 3 queue: File Hard::1 File Hard::2 File Hard::3 I would for each Ticket created in File Hard::1, each notification will be send with the sender toto(a)toto.com I would for each Ticket created in File Hard::2, each notification will be send with the sender titi(a)toto.com I would for each Ticket created in File Hard::3, each notification will be send with the sender tatit(a)toto.com What I can settings up it in Filter ? in Queue ? Many thx for all help! Regards, Julian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Shawn Beasley Envoyé : jeudi 6 mars 2008 12:32 À : User questions and discussions about OTRS.org Objet : Re: [otrs] Notification Question Hi Julien, > > Hi Guys, > > > > I would know if it’s possible to use different sender for notification > for a new ticket by each Queue. > > > > For example: > > > > For an queue called “prod” I would use sender toto(a)toto.com > <mailto:toto@toto.com> for notification for a new ticket. > > > > For an queue called “prod2” I would use sender toto2(a)toto.com > <mailto:toto2@toto.com> for notification for a new ticket. > > > Each queue can use an individual system address for identification purposes! > > Thx for all help! > > > > Regards, > > Julian. > > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > 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 _______________________________________________ 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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Only set company to a ticket
by Mikhail Pauw 27 Mar '08

27 Mar '08

Hello, With a default installation of OTRS it's only possible to bind a ticket to a company if the company has a company user. In some cases we don't want to have to add a company user (onetime only ticket). But we want to assign it a company name for our reporting. For a workaround I periodically edit the field customer_id in the ticket table (directly in the database). But this is not the way I like it, because it is asking for problems with the data and not the greatest job I can think of J Does anyone know how to do this? Thanks in advance, Mikhail m.pauw(a)yucat.com <mailto:m.pauw@yucat.com> Tel: +31 (0)343 529 529 Fax: +31 (0)343 529 530 Yucat mobile business solutions Postbus 208 * 3970 AE Driebergen Hoofdstraat 248 * 3972 LK Driebergen info(a)yucat.com <mailto:info@yucat.com> * www.yucat.com <http://www.yucat.com/> Disclaimer The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.

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First response time according to time of the day
by Aysel Pamuk 27 Mar '08

27 Mar '08

Hello, I have an SLA such as: If working hours, first response time is 30mins, If out of working hours, first response time is 60mins. Have can I configure the OTRS? Should I define different queues or different SLA? Thanks in advance, Aysel

1 0

multiple email in one queue
by sharif islam 27 Mar '08

27 Mar '08

Is it possible to assign multiple email addresses to one queue? --s

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RE: [otrs] Ticket name
by DAVAUT Benoit [FR] 27 Mar '08

27 Mar '08

Hi, Sorry, my question wasn't complete: Once a ticket created with any name, I would like to be able to change it from the agent user interface. Thanks' for your help. Benoit DAVAUT -----Original Message----- From: Shawn Beasley [mailto:shawn.beasley@otrs.com] Sent: jeudi 27 mars 2008 12:37 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Ticket name Hi Benoit, > > Hello, > > > > Is it possible to change the ticket name via the admin area of OTRS ?! > > If possible, how ? > You can change the title in the free fields mask. -- 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

2 1

Removing the language option from the login pages
by Clary, Steve 27 Mar '08

27 Mar '08

Can anyone tell me how to remove the language option from both the login.pl and customer.pl pages? Steve _______________________________________________ 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/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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Ticket name
by DAVAUT Benoit [FR] 27 Mar '08

27 Mar '08

Hello, Is it possible to change the ticket name via the admin area of OTRS ?! If possible, how ? Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

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OTRS::CiCS 1.1.7 - OTRS-extension package for download
by Torsten Thau 26 Mar '08

26 Mar '08

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, since there's still no addons.otrs.org :( I think it's a good idea to announce the public release for an OTRS-extension here. We call it "OTRS::Customer Information an Communication System" (in short "OTRS:CiCS"). It offers some extensions and specializations to the common OTRS: NEW FUNCTIONS: * writable LDAP CustomerBackend * copy function for customer user entries: - useful if you add contact from a already known company - UserID/UserLogin is not copied (should be unique) * FAQ-Workflow: - create FAQ-articles from articles - the new faq-article is put in category "FAQ-Editorial" - group faq_editors gets informed (ticket) about this new faq-article - group faq_editors reviews, edits, categorizes and publishes the new faq-article * module CustomerHistory: - search customer and list recent tickets as known from new ticket function * new ticket functions: o document links - attach documents in a web accessible file share to the ticket, this avoids attaching the same file in various articles - no files are attached but links ! o person links: - involve other persons (customer users) to a ticket - helpful if one needs to contact more than one person in a ticket o note scratch pad in ticket: - any agent can leave comments on a ticket without attaching an article (and without being the owner) o mark article as To-Do: - articles within a ticket can be marked as "ToDo" - this flag is personalized o article print: - print only the selected article, not the entire ticket o article forward with customer search: - added the customer user search as known from email-ticket to article forward o note forward: - notes may also be forwarded IMPROVED LAYOUT: * improved CustomerData presentation * foldable queue view * foldable article views in tickets * themes VerticalNavBar1 and VerticalNavBar2 You'll find this on our web site: http://www.cape-it.de (via news oder directly in the download area) After the installation you'll find two new files in <OTRS-HOME>: CHANGES_CiCS and CONFIGURE_CiCS which should be read in order to use all extensions. Please send any suggestions for improvement or bug reports to support(at)cape-it.de or to the otrs-dev-mailinglist. We appreciate any feedback regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT GmbH - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 company pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de AG Chemnitz - HRB 23192 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFH6hbmvXo8m5PgoXQRApa2AJ0RCM62Q3In8doobNO9KvCV/DhCogCfar6y EibOihpkWwDm3hlZp/jpO0s= =wfdz -----END PGP SIGNATURE-----

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Amending The Customer Frontend Navigation Bar
by Leigh Reed 26 Mar '08

26 Mar '08

Hi, I was wondering if it was possible to amend the customer frontend navigation bar. What I would like to do is: - Move the logout button to the right hand side of the bar. - Remove the Company Tickets button. - Change the link text on a couple of the buttons, e.g change FAQ_Area to just say FAQ. - Also, when I click on the My Tickets button, the link text and the text that appears at the top of the page looks like "MyTickets" like there is no space between the 2 words. Its trivial but doesn't look very nice. I have spent ages creating a really nice Customer Frontend and this is the only thing left to do but I cannot find the file I need to do this and it is driving me crazy. Any help would be appreciated. Thank you Leigh Reed

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customers without mailadress
by Alexander Scholler 26 Mar '08

26 Mar '08

Hi, we have 4000 customers, 1500 of them * don't have any mail-address. * or some of them are sharing a mail-account So far, I didn't import these 1500 people as customers. But now I have to assign tickets to these people, e.g. to document that work on their PCs was done. How should I realize this? So far, the customers are idetified by their mail-address - OK, I can switch this to their ads-name. But what about the mail-address-entry of customers that * share a mail-account? CustomerUserEmailUniqCheck => 0 ? * don't have a mail-address? Set UserEmail to not-required? Or leave it as required and use a unique dummy-mail-address? How can I prevent that mails can be sent to customers without a mailaddress or with a dummy-mail-address? Does this work? What are the consequences? Any experience on this issue? Bye, Alex

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Re: otrs Digest, Vol 56, Issue 59
by armin.kurz＠lobster.de 26 Mar '08

26 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

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RE: [otrs] LDAP Authentication of Agents
by Sune T. Tougaard 26 Mar '08

26 Mar '08

You're using Windows AD, right? I think i once came to the conclusion that the "Users" container is exactly that: A container. Not an OU. So i think that you'll have to access it with "cn=Users" instead of "ou=Users", unless you've renamed the original Users container and created a new OU. And i see that your customer part is accessing "People" instead of "Users". Makes sense? Or am i way off... -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ezra Taylor Sent: 25. marts 2008 15:14 To: User questions and discussions about OTRS.org Subject: Re: [otrs] LDAP Authentication of Agents What errors are you getting? Post the complete errors to your email. Also, make sure you have ldap working correctly before you use it to authorize and authenticate users. On Tue, Mar 25, 2008 at 9:31 AM, ammad shah <mammadshah(a)gmail.com <mailto:mammadshah@gmail.com> > wrote: i did alot of configuratios foudn on internet, but getting erros on httpd error log my Config.pm <http://Config.pm> is $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=test, dc=test, dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, cn=Users, dc=test, dc=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; # This is an test configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=test, dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, ou=Users, dc=test, dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', # to use an external database # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', Password => '', }, # customer uniq id CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'Userlocalment', 'localment', 'localments', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'cc-pdc.test.local', # ldap base dn BaseDN => 'dc=test, dc=local', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=otrs ldap, ou=People, dc=test, dc=local', UserPw => '0tr$2008', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'Userlocalment', 'localment', 'description', 1, 0, 'var' ], ], }; when i try to login otrs otrs(a)test.local <mailto:otrs@test.local> using password. but getting errors. help required by all of you. -- M Ammad Shah _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support or consulting for your OTRS system? => http://www.otrs.com/ <http://www.otrs.com/> -- Ezra Taylor

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Filter emails with empty subject
by Dan Irwin 26 Mar '08

26 Mar '08

I want to return any emails with an empty subject with otrs. Currently, I have something like this in Config.pm: $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { Subject => '', }, Set => { 'X-OTRS-Ignore' => 'yes', }, However, messages still come through to OTRS and are allocated a ticket number. Should I be doing this filtering with OTRS, or with something else like procmail? Regards, Dan

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temporary hidden ticket
by Alexander Scholler 26 Mar '08

26 Mar '08

Hi, sometimes ticket are set to pending until a date in the "far" future. These tickets bother in the queue or myqueue-view. So I though about making a new (my first) state of type pending-auto, called it "pending - hide". I deleted "pending auto" from Ticket::ViewableStateType and added "pending - hide => open" to Ticket::StateAfterPending to recall "pending - hide" with overdue date. So far so good. The problem ist that * unlocked "pending - hide"-tickets are really hidden within queue-view * but locked "pending - hide"-tickets are shown within myqueue-view I now can remember that lock closed tickets are also shown within myqueue ;-) Any suggestions how I could realize my requirement to also hide locked tickets? Bye, Alex

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Backing up OTRS
by Tony Canale 25 Mar '08

25 Mar '08

Hi There, any suggestion on how to backup OTRS? We use VERITAS Netbackup, and would like to know what files should be backed-up in OTRS; in case we need to rebuild it. we use OTRS (the latest Ver.) on a windows box. thanks, -Tony _________________________________________________________________ Windows Live Hotmail is giving away Zunes. http://www.windowslive-hotmail.com/ZuneADay/?locale=en-US&ocid=TXT_TAGLM_Mo…

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Can OTRS Agents create new tickets?
by Tony Canale 25 Mar '08

25 Mar '08

Can an Agent submit a new ticket in the Agent's interface? Avoid to log in as a customer to open ticket, we would like the Agent's to do it from their Agent's page. thank you, -Tony C _________________________________________________________________ In a rush? Get real-time answers with Windows Live Messenger. http://www.windowslive.com/messenger/overview.html?ocid=TXT_TAGLM_WL_Refres…

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Re: otrs Digest, Vol 56, Issue 57
by ammad shah 25 Mar '08

25 Mar '08

errors in apache error_log contains [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::CustomerUser::new (v1.32) Line: 86, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Ticket::new (v1.275.2.8) Line: 133, referer: http://gateway/otrs/index.pl [Tue Mar 25 09:10:13 2008] [error] [client 10.10.10.15] Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 165, referer: http://gateway/otrs/index.pl where as users are unable to login to otrs. On Tue, Mar 25, 2008 at 8:04 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: LDAP Authentication of Agents (Ezra Taylor) > 2. Theme created are not working (Stephen Chao) > 3. RE: Removing the language option from the login pages > (Clary, Steve) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 25 Mar 2008 10:14:14 -0400 > From: "Ezra Taylor" <ezra.taylor(a)gmail.com> > Subject: Re: [otrs] LDAP Authentication of Agents > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: > <eb90f15e0803250714s238079cpee61fb773d8c292e(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > What errors are you getting? Post the complete errors to your email. > Also, > make sure you have ldap working correctly before you use it to authorize > and > authenticate users. > > On Tue, Mar 25, 2008 at 9:31 AM, ammad shah <mammadshah(a)gmail.com> wrote: > > > * i did alot of configuratios foudn on internet, but getting erros on > > httpd error log my Config.pm <http://config.pm/> is* > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > $Self->{'AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=test, dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, cn=Users, > > dc=test, dc=local'; > > $Self->{'AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > > > # This is an test configuration for an LDAP auth. backend. > > # (take care that Net::LDAP is installed!) > > $Self->{'Customer::AuthModule'} = > 'Kernel::System::CustomerAuth::LDAP'; > > $Self->{'Customer::AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; > > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=test, > > dc=local'; > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > # The following is valid but would only be necessary if the > > # anonymous user do NOT have permission to read from the LDAP tree > > $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, > > ou=Users, dc=test, dc=local'; > > $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; > > > > # CustomerUser > > # (customer user database backend and settings) > > $Self->{CustomerUser} = { > > Name => 'Datenbank', > > Module => 'Kernel::System::CustomerUser::DB', > > Params => { Table => 'customer_user', > > # to use an external database > > # DSN => 'DBI:odbc:yourdsn', > > # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', > > # User => '', Password => '', > > }, > > # customer uniq id > > CustomerKey => 'login', > > CustomerID => 'customer_id', > > CustomerValid => 'valid_id', > > CustomerUserListFields => ['first_name', 'last_name', 'email'], > > # CustomerUserListFields => ['login', 'first_name', 'last_name', > > 'customer_id', 'email'], > > CustomerUserSearchFields => ['login', 'last_name', > 'customer_id'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['email'], > > CustomerUserNameFields => ['salutation', 'first_name', > > 'last_name'], > > # ReadOnly => 1, > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type, > > http-link > > [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' > ], > > [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], > > [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], > > [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' > > ], > > [ 'Userlocalment', 'localment', 'localments', 1, 0, 'var' ], > > [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], > > ], > > }; > > > > # CustomerUser1 > > # (customer user ldap backend and settings) > > $Self->{CustomerUser1} = { > > Module => 'Kernel::System::CustomerUser::LDAP', > > Params => { > > # ldap host > > Host => 'cc-pdc.test.local', > > # ldap base dn > > BaseDN => 'dc=test, dc=local', > > # search scope (one|sub) > > SSCOPE => 'sub', > > # The following is valid but would only be necessary if the > > # anonymous user does NOT have permission to read from the LDAP > tree > > UserDN => 'cn=otrs ldap, ou=People, dc=test, dc=local', > > UserPw => '0tr$2008', > > AlwaysFilter => '', > > SourceCharset => 'utf-8', > > DestCharset => 'iso-8859-1', > > }, > > # customer uniq id > > CustomerKey => 'sAMAccountName', > > # customer # > > CustomerID => 'mail', > > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > > CustomerUserSearchPrefix => '', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['mail'], > > CustomerUserNameFields => ['givenname', 'sn'], > > Map => [ > > # note: Login, Email and CustomerID needed! > > # var, frontend, storage, shown, required, storage-type > > #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], > > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], > > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > > #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > > #[ 'Userlocalment', 'localment', 'description', 1, 0, 'var' ], > > ], > > }; > > > > > > > > when i try to login otrs > > > > otrs(a)test.local using password. but getting errors. help required by > all > > of you. > > > > -- > > M Ammad Shah > > _______________________________________________ > > 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/ > > > > > > -- > Ezra Taylor >

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Re: [otrs] Zlib uncompress error
by aleem bagwan 25 Mar '08

25 Mar '08

Re-installing Compress::Zlib from source may solve the problem. Possible problem is that dependency modules are missing. Try installing the dependencies of Compress::Zlib as listed during its installation. Jeff <lists(a)youthinkitweprintit.com> wrote: 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... _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ --------------------------------- Save all your chat conversations. Find them online. _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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] Removing the language option from the login pages
by Clary, Steve 25 Mar '08

25 Mar '08

Thanks! Can you tell me which file is the HTML template? Steve Clary -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = S=E9bastien Prud'homme Sent: Wednesday, March 05, 2008 12:50 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Removing the language option from the login pages Just edit the HTML template 2008/3/5, Clary, Steve <Steve_Clary(a)urmc.rochester.edu>: > > > > > Can anyone tell me how to remove the language option from both the = login.pl > and customer.pl pages? > > > > Steve > _______________________________________________ > 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? > =3D> 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? =3D> 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/ _______________________________________________ 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/ _______________________________________________ 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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Theme created are not working
by Stephen Chao 25 Mar '08

25 Mar '08

> > Ideally I want to create 3 different web pages for 3 different customers. > Right now I am trying to create a theme and apply to the customer.pl. I > followed the procedure of administrator document by using the queries to add > the company themes and I do see the options in the drop down menu using my > ID or the root@localhost in the index.pl preference page. Both IDs are > have all the admin rights. I copied the standard folder to 3 different > names accordingly but they are not working. The theme being used is still > the standard theme. Did I miss something or the manual did? > > It is not like I do not have the knowledge. It is just not working. > Please help. Thank you. Is there anything that I have to configure or add > in the config file? Can I create different pages for 3 different customers? > ***********************result of the query below************************************************* > > > +----+------------------------ > --+----------+---------------------+-----------+-- > -------------------+-----------+ > | id | theme | valid_id | create_time | > create_by | c > hange_time | change_by | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > | 1 | Standard | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 2 | Lite | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 3 | company1 | 1 | 2008-02-22 13:25:09 | 1 > | 2 > 008-02-22 13:25:09 | 1 | > | 4 | company2 | 1 | 2008-02-22 13:25:56 | 1 | 2 > 008-02-22 13:25:56 | 1 | > | 5 | company3 | 1 | 2008-02-22 13:27:14 | > 1 | 2 > 008-02-22 13:27:14 | 1 | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > 5 rows in set (0.00 sec) > > > > -- Stephen Chao Microsoft Certified System Engineer _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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] Backup MySQL Cron
by DAVAUT Benoit 25 Mar '08

25 Mar '08

Thank you for your help ! Benoit DAVAUT -----Original Message----- From: Simon Pearce [mailto:sp@http.net] Sent: mardi 25 mars 2008 15:07 To: User questions and discussions about OTRS.org Subject: [otrs] Backup MySQL Cron You can configure a weekly mysql backup with cron #crontab -e And insert the following command: 30 3 * * 1 mysqldump -uroot -pyourpassword --all-databases | gzip > backup.sql.gz This command would backup your database to /root every Monday at 3:30. _______________________________________________ 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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LDAP Authentication of Agents
by ammad shah 25 Mar '08

25 Mar '08

* i did alot of configuratios foudn on internet, but getting erros on httpd error log my Config.pm is* $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=test, dc=test, dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, cn=Users, dc=test, dc=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; # This is an test configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=test, dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, ou=Users, dc=test, dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', # to use an external database # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', Password => '', }, # customer uniq id CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'Userlocalment', 'localment', 'localments', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'cc-pdc.test.local', # ldap base dn BaseDN => 'dc=test, dc=local', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=otrs ldap, ou=People, dc=test, dc=local', UserPw => '0tr$2008', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'Userlocalment', 'localment', 'description', 1, 0, 'var' ], ], }; when i try to login otrs otrs(a)test.local using password. but getting errors. help required by all of you. -- M Ammad Shah

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RE: [otrs] Backup MySQL Cron
by DAVAUT Benoit 25 Mar '08

25 Mar '08

Thank you for your answer, but is it possible to OTRS internally ? I saw that there were folders and files of cron ... Benoit DAVAUT -----Original Message----- From: Nils Breunese (Lemonbit) [mailto:nils@lemonbit.nl] Sent: mardi 25 mars 2008 14:18 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Backup MySQL Cron DAVAUT Benoit wrote: > I have a question concerning database backup. > I want a weekly backup with a cron, but I don't know where integrate > my backup script (shell). > > Do you have an idea ? The Linux distributions that we use have /etc/cron.weekly, if you have that you could place your script in there (or create a symlink) to have it run weekly as root. See 'man crontab' for more info on crontabs. Nils Breunese._______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/

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Backup MySQL Cron
by DAVAUT Benoit 25 Mar '08

25 Mar '08

Hello, I have a question concerning database backup. I want a weekly backup with a cron, but I don't know where integrate my backup script (shell). Do you have an idea ? Thanks for your help. Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

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PDF header
by Arnold Ligtvoet 25 Mar '08

25 Mar '08

Hi, When I print a ticket in PDF it shows a header with the text: '((otrs)) Communication with success!'. I've searched everywhere for this header, because I'd like to modify it to include our company name. I've tried locating this header in: PrintHeader.dtl AgentTicketPrint.dtl AgentTicketPrint.pm However I could not find it? When I do a text search on the OTRS directory for 'Communication with' it only shows up in: CHANGES.txt otrs-initial_insert.xml mysql.html RFC.html None of which seem to do anything with printing tickets? Arnold.

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Closed Notifications email error/bug?
by rod ney 25 Mar '08

25 Mar '08

Hello, I'm trying out OTRS and have ran into a problem. Consider this scenario: I receive an email from a customer (blah at foomail.com) requesting help to fix a window. Customer receives a "new ticket notice" ...good I forward that email to an external contractor (bob at hotmail.com) to fix that window asap. I also open the ticket from "new". Customer receives an "Open ticket notice" ...good I receive a reply from the contractor stating the job is done. Contractor receives a "Thank you for your follow up notice" .. ok I close the ticket Contractor (bob at hotmail.com) receives the "Closed Successful notice" ... not good. Customer (blah at foomail.com) doesn't receive the "Closed Successful notice" at all. I would have thought the customer would receive the "Closed Successful notice", not the contractor. Is this a bug or should there be some setting somewhere? Thanks.. -Rod _________________________________________________________________ Get MOTORAZR MAXX V6 now $249 on Next G™ Pre-Paid http://clk.atdmt.com/OAT/go/nnmsntel0690000034oat/direct/01/

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Cannot upgrade from 2.0.1 to 2.2.5
by Gerhard den Hollander 25 Mar '08

25 Mar '08

Im moving my OTRS database to a new machine The old server was running 2.0.1, the new one is running the 2.2.5 I ran the backup.sh script on the old box I restored using the restore.pl script on the new one. I also ran the 2 alter table commands I also ran the upgrade scripts I still get the Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1409. Error. What do I need to do to upgrade my 2.0.1 database to 2.2.5 ? Kind regards, Fugro-Jason Netherlands BV Gerhard den Hollander Senior ICT Engineer Telephone: +31 (0)70 3170 539 / Fax: +31 (0)70 3170 511 E-mail: gdenhollander(a)fugro-jason.com / Website: www.fugro-jason.com <http://www.fugro-jason.com/> Address: Veurse Achterweg 10, 2264 SG Leidschendam, The Netherlands / P.O. Box 35, 2260 AA Leidschendam, The Netherlands Trade Register Nr: 24294747 / VAT: NL 00807174798 B01

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Re: otrs Digest, Vol 56, Issue 54
by armin.kurz＠lobster.de 25 Mar '08

25 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

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RE: [otrs] code to fix ’ and other codes when sending e-mail?
by Steve Morrey 25 Mar '08

25 Mar '08

Thats called html encoding. The best way to handle it is to use an html decoding function right before inserting your data into the db. -----Original Message----- From: Jo Rhett <jrhett(a)netconsonance.com> Sent: Thursday, March 20, 2008 12:15 PM To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Subject: [otrs] code to fix ’ and other codes when sending e-mail? So it's fairly common for people to cut/paste text into their ticket. Unfortunately, many common things are converted to HTML codes when sent. The most common is an apostrophe being converted to ’ (right-tick apostrophe) Obviously this is not very useful when sending plain text e-mail. Is there already an appropriate place to fix e-mail when sending, where replacements like this can be done/ -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness _______________________________________________ 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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Time fields
by Aysel Pamuk 24 Mar '08

24 Mar '08

Hello, In database fields defined as int such as "escalation_start_time" int(11) NOT NULL, "escalation_response_time" int(11) NOT NULL, "escalation_solution_time" int(11) NOT NULL, What value is kept in these fields? Does it mean date value as integer? Thanks in advance, Aysel

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Re: otrs Digest, Vol 56, Issue 53
by armin.kurz＠lobster.de 24 Mar '08

24 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

1 0

Report generation
by Aysel Pamuk 24 Mar '08

24 Mar '08

Hello, I should generate reports such as: Solution time and response time Average solution time and average response time od the tickets by queue Should I write SQL query for this or can I get these reports from Stats module? Thanks in advance, Aysel

2 1

Lock status
by Aysel Pamuk 24 Mar '08

24 Mar '08

Hello, What is the meaning of lock and lock? I mean, the ticket status is new, open, pendig or closed. When do we lock or unlock the tickets? Thanks in advance, Aysel

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RE: [otrs] Lock status
by Steve Morrey 24 Mar '08

24 Mar '08

Locking prevents multiple people from working on the same thing at the same time. -----Original Message----- From: Aysel Pamuk <aysel.pamuk(a)gantek.com> Sent: Monday, March 24, 2008 1:54 AM To: otrs(a)otrs.org Subject: [otrs] Lock status Hello, What is the meaning of lock and lock? I mean, the ticket status is new, open, pendig or closed. When do we lock or unlock the tickets? Thanks in advance, Aysel

1 0

Re: otrs Digest, Vol 56, Issue 52
by armin.kurz＠lobster.de 23 Mar '08

23 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

1 0

Re: otrs Digest, Vol 56, Issue 51
by armin.kurz＠lobster.de 22 Mar '08

22 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

1 0

OTRS Backup for Windows
by Pulver, Steve 21 Mar '08

21 Mar '08

Can anyone comment on the following? We were trying to run the backup script (OTRS is installed on a Windows box) and had to make the following changes to get it to work properly. We changed the process for directory change as noted below. Is there another way we should be getting backups to run? Will this cause issues for us in the future? Thanks in advance. Steve From: Fisher, Michael Sent: Thursday, March 20, 2008 5:26 PM To: Clary, Steve; Pulver, Steve Subject: OTRS Backup Changes Steve, Steve-- I changed the backup script from doing the directory change in the subshell (system) process to directly from perl, and this helped, because Perl can interpret the hybrid DOS/UNIX-style paths (i.e. "C:/OTRS/otrs") better than the DOS shell can: C:\OTRS>cd c:/otrs/otrs The system cannot find the path specified. This corrected the failure we had--there might be a cleaner way to put it into the script, but I was just moving quickly. --- backup.pl.orig 2008-03-20 17:16:07.716496300 -0400 +++ backup.pl 2008-03-20 17:15:15.795618200 -0400 @@ -182,7 +183,8 @@ # backup Kernel/Config.pm print "Backup $Directory/Config.tar.gz ... "; -if (!system("cd $Home && tar -czf $Directory/Config.tar.gz Kernel/Config.pm Kernel/Config/Files/ZZZA*.pm Kernel/Config/GenericAgen*.pm")) { +chdir($Home); +if (!system("tar -czf $Directory/Config.tar.gz Kernel/Config.pm Kernel/Config/Files/ZZZA*.pm Kernel/Config/GenericAgen*.pm")) { print "done\n"; } else { @@ -192,7 +194,8 @@ # backup application if ($FullBackup) { print "Backup $Directory/Application.tar.gz ... "; - if (!system("cd $Home && tar -czf $Directory/Application.tar.gz ")) { + chdir($Home); + if (!system("tar -czf $Directory/Application.tar.gz .")) { print "done\n"; } else { -- Mike Fisher Michael_Fisher(a)urmc.rochester.edu 585-275-6884 University of Rochester School of Nursing

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Equipment Tracking
by Wes Sothard 21 Mar '08

21 Mar '08

I am wondering if it is possible to track equipment with OTRS. If so, is it also possible to have it find all the equipment attached to the network? Thank you, Wes Sothard

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Re: otrs Digest, Vol 56, Issue 50
by armin.kurz＠lobster.de 21 Mar '08

21 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

1 0

code to fix ’ and other codes when sending e-mail?
by Jo Rhett 20 Mar '08

20 Mar '08

So it's fairly common for people to cut/paste text into their ticket. Unfortunately, many common things are converted to HTML codes when sent. The most common is an apostrophe being converted to ’ (right-tick apostrophe) Obviously this is not very useful when sending plain text e-mail. Is there already an appropriate place to fix e-mail when sending, where replacements like this can be done/ -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness

1 0

LDAP Integration: Customer Issue Please Help!!
by Snehal Desai 20 Mar '08

20 Mar '08

Hello Help! I'm trying to authenticate our customers to LDAP, but its not working. Everything has been installed properly. We keep getting the following error: Can't connect to (our_hostname): IO::Socket::INET: connect: Unknown error at E:/OTRS/otrs//Kernel/System/CustomerAuth/LDAP.pm line 149. This is our code: #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'our_hostname'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=users,dc=xxxxx,dc=com'; where xxxxx=our_domain $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'LDAP'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Help_Password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'our_hostname', BaseDN => 'OU=users,DC=xxxxx,DC=com', where xxxxx=ourdomain SSCOPE => 'sub', UserDN =>'LDAP', UserPw => 'Help_Password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; Please Help! Thanks.

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Re: [otrs] Need Help!! Installing Issues!
by Snehal Desai 20 Mar '08

20 Mar '08

I still don't understand what you mean? What version do I need to run ITSM version 1.1Beta? Is it just plain 2.2? and not 2.2.4? Thanks. ----- Original Message ---- From: Shawn Beasley <shawn.beasley(a)otrs.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Thursday, March 20, 2008 9:39:56 AM Subject: Re: [otrs] Need Help!! Installing Issues! Hi Snehal, > Hello OTRS, > > I am trying to install the new version of OTRS::ITSM, but it keeps > giving me a frame-work error? I am running the latest version of OTRS > 2.2.4. I was trying to install 1.0.5 the stable version. > Please keep the version numbers the same 2.2.4 needs 1.0.4 ITSM. Read the requirements ftp://ftp.otrs.org/pub/otrs/itsm/INSTALL-1.0.ITSM > THE ERROR: > > Error: Sorry, can't install package, because package is not for your > Framework!! > > Comment: > Bug Report: > > Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Thu Mar > 20 09:04:01 2008 > > Message: Sorry, can't install package, because package is not for your > Framework!! > > Traceback (3496): > Module: Kernel::System::Package::PackageUpgrade (v1.67) Line: 768 > Module: Kernel::System::Package::PackageInstall (v1.67) Line: 474 > Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.1) Line: > 1085 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 > Module: > ModPerl::ROOT::ModPerl::Registry::E_3a_OTRS_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 > > > Any help would be much appreciated. > > 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/ -- 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 -----Inline Attachment Follows----- _______________________________________________ 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] LDAP Integration: Customer Issue Please Help!!
by Snehal Desai 20 Mar '08

20 Mar '08

Hello Shawn, I ran the script and everything was "OK". What should I try next? Thanks. ----- Original Message ---- From: Shawn Beasley <shawn.beasley(a)otrs.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Thursday, March 20, 2008 9:05:30 AM Subject: Re: [otrs] LDAP Integration: Customer Issue Please Help!! Hi Snehal, > Hello Help! > > I'm trying to authenticate our customers to LDAP, but its not working. > Everything has been installed properly. We keep getting the following > error: > > Please run th otrs.checkmodules script located in the bin/ of your OTRS installation. -- 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 -----Inline Attachment Follows----- _______________________________________________ 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

sub queue in MyQueues, probably bug?
by francesco.simonini＠sesaspa.it 20 Mar '08

20 Mar '08

Hi to all, I have a problem to add a sub-queue in MyQueue. Hi have a queue Queue with a sub-queue Subqueue. The agent has acces to the Subqueue1 but not to the Queue. The problem is that I can't see Subqueue in MyQueue and I can't add the sub-queue. If I add agent the the Queue even in ro grant I can see both Queue and SubQueue in MyQueue and I add agent to the SubQueue notification. But, but if I cancel acces for the agent to the Queue I can't see both Queue and SubQueue in MyQueue but I still have notification for the SubQueue. I've do the query on the table personal_queues and in effects I still had the record for the user-queue. The solution could be add abd remove manually to the db the record in personal_queues... But....could be a bug? Thanks, Francesco.

1 0

Installing OTRS
by Marco Rudzuck 20 Mar '08

20 Mar '08

Good morning to everybody, I have decided to use the OTRS-Framework for my Server. I have tested OTRS local on my pc with localhost apache. There were no problems. Now I want to run OTRS under a virtual server with apache, mod_perl etc. But everytime I call `http://www.domain.de/otrs/index.pl` I only get the message "Server error 500". Sometimes I can download the *.pl file with the servermessage as content. I have looked into the index.pl and found that the error occures when `use Kernel::System:Web:InterfaceAgent()` is called. Is this a permission-problem of my filesystem or could it be the virtual machine self? Please Help me with my problem. Best regards Marco Rudzuck

2 4

Need Help!! Installing Issues!
by Snehal Desai 20 Mar '08

20 Mar '08

Hello OTRS, I am trying to install the new version of OTRS::ITSM, but it keeps giving me a frame-work error? I am running the latest version of OTRS 2.2.4. I was trying to install 1.0.5 the stable version. THE ERROR: Error: Sorry, can't install package, because package is not for your Framework!! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Thu Mar 20 09:04:01 2008 Message: Sorry, can't install package, because package is not for your Framework!! Traceback (3496): Module: Kernel::System::Package::PackageUpgrade (v1.67) Line: 768 Module: Kernel::System::Package::PackageInstall (v1.67) Line: 474 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.1) Line: 1085 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::E_3a_OTRS_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 Any help would be much appreciated. Thanks.

2 1

OTRS with Windows and PostMasterMailAccount
by Ian Wells 20 Mar '08

20 Mar '08

Hi, Another OTRS newbie looking for some advice. I'm evaluating OTRS on Windows for our tech support desk. Our support mail account is POP3S/IMAP on a remotely hosted exchange server and I understand that PostMasterMailAccount.pl will enable the use of this feature. The question is once installed, the otrs.CheckModules script lists several packages that I cannot find using PPM (PERL newbie as well). Has anyone got this working using the Windows OTRS version, or can anyone guide me through how to send/receive email using POP3/IMAP. Thanks in advance Ian Wells

4 3

change the military time
by Tony Canale 20 Mar '08

20 Mar '08

how can we change the military time to regular time? when a tickets gets created it shows the information when it was created in military time; I like to change that to normal time view. thanks, -TOny _________________________________________________________________ Shed those extra pounds with MSN and The Biggest Loser! http://biggestloser.msn.com/

2 1

TEMPLATES
by Tony Canale 20 Mar '08

20 Mar '08

Can someone please help me? I like to create a template for a one of my queue. EXAMPLE; We have a queue called "NewHire", and we would like to add a template to it; so when a customer submitt a "new hire request", we would like the template to pop-up and have them fill out the blanks. The template is just a word document. Any ideas on how to do this? I'm using the lastet OTRS on windows enviroment. thank you, -Tony _________________________________________________________________ Shed those extra pounds with MSN and The Biggest Loser! http://biggestloser.msn.com/

2 1

Multiple sites with LDAP accounts.
by Wes Sothard 20 Mar '08

20 Mar '08

I am wondering how I would go about setting up multiple LDAP authentication methods. I have multiple sites with accounts on Active Directory. I want to be able to have them login to OTRS via LDAP. I currently have LDAP setup for the local office I work out of. With not being overly familiar with the programming of OTRS, how would I go about adding the other sites into the config to allow them to authenticate into OTRS? Let me know if you need any more information. Thank you, Wes Sothard

2 1

Notification to Agents of Closed Ticket
by Aleem Mohamed 20 Mar '08

20 Mar '08

Hey there folks! Is there any way I can have OTRS send out a notification e-mail to all agents (or selected agents) when a ticket is closed (regardless of what queue it's in). Our IT department has two people managing everything (i.e. user tickets) and within OTRS we have two seperate queues; one for him and one for myself. It would be nice if there was a way that when I closed a ticket both of us would receive an e-mail from the notification master stating that "XY ticket has now been closed." It just makes things easier. Any help would be greatly appreciated. Thanks!

4 4

Re: otrs Digest, Vol 56, Issue 46
by armin.kurz＠lobster.de 20 Mar '08

20 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

1 0

questions regarding editing the .dtl files
by Craig Meirick 19 Mar '08

19 Mar '08

Is there a good way to view an edited .dtl file to see what your changes look like in a browser before you put those final changes back into OTRS? I would like to place our Logo and Name in the respective locations on the Customer User Frontend. Also, do I put the images I use in this template in the Company directory that holds all of the .dtl files? I have the template files extracted from their original location and am doing some changes to them and would like to easily preview them as a whole before I put them back into OTRS. Cheers! >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

2 1

Re: [otrs] Zlib uncompress error
by aleem bagwan 19 Mar '08

19 Mar '08

Re-installing Compress::Zlib from source may solve the problem. Possible problem is that dependency modules are missing. Try installing the dependencies of Compress::Zlib as listed during its installation. Jeff <lists(a)youthinkitweprintit.com> wrote: 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... _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ --------------------------------- Save all your chat conversations. Find them online. _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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] Removing the language option from the login pages
by Lars Jørgensen 19 Mar '08

19 Mar '08

Actually, creating a new theme and editing that is the nice way to do it. http://doc.otrs.org/2.2/en/html/c1782.html More info on what you can do with the dtl-files: http://doc.otrs.org/develo= per/2.0/en/html/c494.html -- Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of S=E9bastien Prud'homme > Sent: Wednesday, March 05, 2008 6:50 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Removing the language option from the login pages > > Just edit the HTML template > > 2008/3/5, Clary, Steve <Steve_Clary(a)urmc.rochester.edu>: > > > > > > > > > > Can anyone tell me how to remove the language option from > both the login.pl > > and customer.pl pages? > > > > > > > > Steve > > _______________________________________________ > > 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? > > =3D> 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? > =3D> 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/ _______________________________________________ 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

Removing the language option from the login pages
by Clary, Steve 19 Mar '08

19 Mar '08

Can anyone tell me how to remove the language option from both the login.pl and customer.pl pages? Steve _______________________________________________ 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/ _______________________________________________ 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] Removing the language option from the login pages
by Clary, Steve 19 Mar '08

19 Mar '08

Thanks! Can you tell me which file is the HTML template? Steve Clary -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = S=E9bastien Prud'homme Sent: Wednesday, March 05, 2008 12:50 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Removing the language option from the login pages Just edit the HTML template 2008/3/5, Clary, Steve <Steve_Clary(a)urmc.rochester.edu>: > > > > > Can anyone tell me how to remove the language option from both the = login.pl > and customer.pl pages? > > > > Steve > _______________________________________________ > 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? > =3D> 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? =3D> 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/ _______________________________________________ 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

Theme created are not working
by Stephen Chao 19 Mar '08

19 Mar '08

> > Ideally I want to create 3 different web pages for 3 different customers. > Right now I am trying to create a theme and apply to the customer.pl. I > followed the procedure of administrator document by using the queries to add > the company themes and I do see the options in the drop down menu using my > ID or the root@localhost in the index.pl preference page. Both IDs are > have all the admin rights. I copied the standard folder to 3 different > names accordingly but they are not working. The theme being used is still > the standard theme. Did I miss something or the manual did? > > It is not like I do not have the knowledge. It is just not working. > Please help. Thank you. Is there anything that I have to configure or add > in the config file? Can I create different pages for 3 different customers? > ***********************result of the query below************************************************* > > > +----+------------------------ > --+----------+---------------------+-----------+-- > -------------------+-----------+ > | id | theme | valid_id | create_time | > create_by | c > hange_time | change_by | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > | 1 | Standard | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 2 | Lite | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 3 | company1 | 1 | 2008-02-22 13:25:09 | 1 > | 2 > 008-02-22 13:25:09 | 1 | > | 4 | company2 | 1 | 2008-02-22 13:25:56 | 1 | 2 > 008-02-22 13:25:56 | 1 | > | 5 | company3 | 1 | 2008-02-22 13:27:14 | > 1 | 2 > 008-02-22 13:27:14 | 1 | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > 5 rows in set (0.00 sec) > > > > -- Stephen Chao Microsoft Certified System Engineer _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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

Error when sending SMTP
by Ian Wells 19 Mar '08

19 Mar '08

Apologies my last attempt at this message failed to make it through. Hello All, I am attempting to get a windows OTRS 2.2.5 installation working for evaluation. I have configured my POP3 and SMTP settings and although I can receive emails I get this error when trying to reply. Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Mar 19 11:01:09 2008 Message: Can't send to: user(a)email.co.uk! Enable debug for more info! Traceback (3280): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 98 Module: Kernel::System::Email::Send (v1.31.2.1) Line: 498 Module: Kernel::System::Ticket::Article::ArticleSend (v1.147) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30.2.2) Line: 364 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_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 have tested this does work for this installation with a different SMTP mail account. How can I find what is going wrong here? Best Regards, Ian Wells PrecisionPoint Software - Abbey House - Grenville Place - BRACKNELL RG12 1BP - UK Support: +44(0)845 130 6280 Main: +44(0)845 130 6278 Fax: +44(0)845 130 6279 Ian.Wells(a)precision-point.com

1 0

Error when sending SMTP
by Ian Wells 19 Mar '08

19 Mar '08

Hello All, I am attempting to get a windows OTRS 2.2.5 installation working for evaluation. I have configured my POP3 and SMTP settings and although I can receive emails I get this error when trying to reply. Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Mar 19 11:01:09 2008 Message: Can't send to: user(a)email.co.uk! Enable debug for more info! Traceback (3280): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 98 Module: Kernel::System::Email::Send (v1.31.2.1) Line: 498 Module: Kernel::System::Ticket::Article::ArticleSend (v1.147) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30.2.2) Line: 364 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_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 have tested this does work for this installation with a different SMTP mail account. How can I find what is going wrong here? Best Regards, Ian Wells [cid:image001.jpg@01C889B1.5A20B9D0]<http://www.precision-point.com/> PrecisionPoint Software - Abbey House - Grenville Place - BRACKNELL RG12 1BP - UK Support: +44(0)845 130 6280 Main: +44(0)845 130 6278 Fax: +44(0)845 130 6279 Ian.Wells(a)precision-point.com<mailto:Ian.Wells@precision-point.com>

1 0

Re: [otrs] OTRS with Windows and PostMasterMailAccount
by Ian Wells 19 Mar '08

19 Mar '08

Hello Aleem Thanks for your response and your offer of help. When I used PPM several of the required modules were not listed. I had the default ActiveState repository enabled. Can you tell me which repository(s) you were using for PPM? - Ian Hi Ian, I have OTRS with PosterMasterMailAccount running on a Windows 2k3 box without issues. I don't recall the exact modules you need but if memory serves me you just need to run PPM and find the Mail::IMAP and Mail:POP3 and a couple of other modules. If you run checkModules again you'll still get errors but provided you have the Mail::IMAP (which was >my main concern) things should run smoothly. If you have any issues, reply back and we can work through this step by step. -Aleem

1 0

Re: otrs Digest, Vol 56, Issue 42
by armin.kurz＠lobster.de 19 Mar '08

19 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

1 0

OTRS Report Generation Issue
by Singh Raina, Ajeet 19 Mar '08

19 Mar '08

Hi All, I don't know whether I am posting this query at the right place but hope you will definitely help me in this regard. I have a RHEL Server running OTRS Tool in which Ticket Tracking process is running successfully. But I am regularly facing a shortage of a relevant REPORT GENERATION according to my needs. Here are my requirements: 1. 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 etc. The Tool is Superb, No Doubt. But My Manager wants a report to be generated which I think is still missing to my needs. So Pls do advise me to tweak with the script or further configuration I need to make to make it work. 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.

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Re: [otrs] Zlib uncompress error
by aleem bagwan 19 Mar '08

19 Mar '08

Re-installing Compress::Zlib from source may solve the problem. Possible problem is that dependency modules are missing. Try installing the dependencies of Compress::Zlib as listed during its installation. Jeff <lists(a)youthinkitweprintit.com> wrote: 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... _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ --------------------------------- Save all your chat conversations. Find them online. _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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] Removing the language option from the login pages
by Lars Jørgensen 19 Mar '08

19 Mar '08

Actually, creating a new theme and editing that is the nice way to do it. http://doc.otrs.org/2.2/en/html/c1782.html More info on what you can do with the dtl-files: http://doc.otrs.org/develo= per/2.0/en/html/c494.html -- Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of S=E9bastien Prud'homme > Sent: Wednesday, March 05, 2008 6:50 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Removing the language option from the login pages > > Just edit the HTML template > > 2008/3/5, Clary, Steve <Steve_Clary(a)urmc.rochester.edu>: > > > > > > > > > > Can anyone tell me how to remove the language option from > both the login.pl > > and customer.pl pages? > > > > > > > > Steve > > _______________________________________________ > > 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? > > =3D> 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? > =3D> 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/ _______________________________________________ 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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Removing the language option from the login pages
by Clary, Steve 19 Mar '08

19 Mar '08

Can anyone tell me how to remove the language option from both the login.pl and customer.pl pages? Steve _______________________________________________ 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] Removing the language option from the login pages
by Clary, Steve 19 Mar '08

19 Mar '08

Thanks! Can you tell me which file is the HTML template? Steve Clary -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = S=E9bastien Prud'homme Sent: Wednesday, March 05, 2008 12:50 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Removing the language option from the login pages Just edit the HTML template 2008/3/5, Clary, Steve <Steve_Clary(a)urmc.rochester.edu>: > > > > > Can anyone tell me how to remove the language option from both the = login.pl > and customer.pl pages? > > > > Steve > _______________________________________________ > 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? > =3D> 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? =3D> 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/ _______________________________________________ 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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Theme created are not working
by Stephen Chao 19 Mar '08

19 Mar '08

> > Ideally I want to create 3 different web pages for 3 different customers. > Right now I am trying to create a theme and apply to the customer.pl. I > followed the procedure of administrator document by using the queries to add > the company themes and I do see the options in the drop down menu using my > ID or the root@localhost in the index.pl preference page. Both IDs are > have all the admin rights. I copied the standard folder to 3 different > names accordingly but they are not working. The theme being used is still > the standard theme. Did I miss something or the manual did? > > It is not like I do not have the knowledge. It is just not working. > Please help. Thank you. Is there anything that I have to configure or add > in the config file? Can I create different pages for 3 different customers? > ***********************result of the query below************************************************* > > > +----+------------------------ > --+----------+---------------------+-----------+-- > -------------------+-----------+ > | id | theme | valid_id | create_time | > create_by | c > hange_time | change_by | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > | 1 | Standard | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 2 | Lite | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 3 | company1 | 1 | 2008-02-22 13:25:09 | 1 > | 2 > 008-02-22 13:25:09 | 1 | > | 4 | company2 | 1 | 2008-02-22 13:25:56 | 1 | 2 > 008-02-22 13:25:56 | 1 | > | 5 | company3 | 1 | 2008-02-22 13:27:14 | > 1 | 2 > 008-02-22 13:27:14 | 1 | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > 5 rows in set (0.00 sec) > > > > -- Stephen Chao Microsoft Certified System Engineer _______________________________________________ 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/ _______________________________________________ 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] Zlib uncompress error
by aleem bagwan 19 Mar '08

19 Mar '08

Re-installing Compress::Zlib from source may solve the problem. Possible problem is that dependency modules are missing. Try installing the dependencies of Compress::Zlib as listed during its installation. Jeff <lists(a)youthinkitweprintit.com> wrote: 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... _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ --------------------------------- Save all your chat conversations. Find them online. _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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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Email notification - new ticket
by Richard Gliebe 19 Mar '08

19 Mar '08

I'm really new to OTRS, so here is my first question ;-) Is it possible, that an employee/student can send a new support request via email to (for example) 'helpdesk(a)xyz.com'? first, the problem should be stored in a separately folder (like 'INCOMING') with an email notification to the helpdesk , and (secondly) our helpdesk can ship it to the right persons folder (also with an email notification to the slave in the 2nd or 3rd support) Sorry, but I can't find any HowTOs on http://doc.otrs.org/2.2/en/html. we are running otrs-2.2.5 on FreeBSD 6.3-STABLE #0 thanks for any hints -- Richard Gliebe Information Services Fachhochschule Vorarlberg GmbH / University for Applied Science Hochschulstrasse 1, A-6850 Dornbirn Telefon +43 / (0)5572 / 792-2207 E-Mail: richard.gliebe(a)fhv.at WWW: www.fhv.at

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Re: otrs Digest, Vol 56, Issue 40
by armin.kurz＠lobster.de 18 Mar '08

18 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

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Move Ticket Number to end of Subject Line and Ticket Description in Interface
by Andy Robbins 17 Mar '08

17 Mar '08

I was wondering if there is a way that you can modify OTRS so that ticket numbers are appended to the end of the subject. Also, if we do this, will that affect the way the subject lines are displayed in QueueView? Also, would changing the location of the ticket # affect the feature in OTRS which appends replies from customers to existing cases based on the ticket # in the subject line? Also, does anyone know how messages are sorted in QueueView. By default, they sort in ascending order. What I'm not sure of though, is whether they sort that way based on the ticket number, or based on some other information stored in the system. For instance, if the Ticket # were appended to the end of the subject line instead of the beginning, would QueueView then display tickets in ascending alphabetical order? Major thanks to anyone who knows more than I do and can give me some direction on this, -Andy

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Re: otrs Digest, Vol 56, Issue 39
by armin.kurz＠lobster.de 17 Mar '08

17 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

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OTRS Feature???
by Singh Raina, Ajeet 17 Mar '08

17 Mar '08

Hai, I have been using OTRS for ticket Tracking and DotProject for Project and Task tracking. Does OTRS provide us with such Project and Task Tracking Features? 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.

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[is it possible] average decision time of a ticket?
by Egor Tsilenko 17 Mar '08

17 Mar '08

Hi OTRS community! I've got 2.2.5 OTRS with ITSM modules. So I've created some SLA's for each service. Is it possible to count average decision time of a ticket? -- thanks in advance

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attachment to auto-reply, spell checker in windows and blackberry
by Arnold Ligtvoet 17 Mar '08

17 Mar '08

Hi, Decided to merge three questions in one mail: 1) Is anyone aware of a BlackBerry optimized template (and if so can I have that)? 2) Is anyone running OTRS in Windows with a spellchecker enabled? 3) Can I add an attachment to an auto-response or did anyone create some code for that already? Thanks, Arnold.

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Attachment Problem in forwarded mail
by vimal pillai 17 Mar '08

17 Mar '08

Hi , We were testing otrs for couple of days.We have come across a scenario in which agent need to forward the mail from user to a man outside OTRS. Then we found that if there is attachments in mail its not going to recepient(man outside OTRS).The forwarded mail is going from OTRS to recepients inbox without attachement.How can I solve this.Plz Help. Thanks, Vimal

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OTRS Report Generation Issue
by Singh Raina, Ajeet 17 Mar '08

17 Mar '08

Hi All, I don't know whether I am posting this query at the right place but hope you will definitely help me in this regard. I have a RHEL Server running OTRS Tool in which Ticket Tracking process is running successfully. But I am regularly facing a shortage of a relevant REPORT GENERATION according to my needs. Here are my requirements: 1. 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 etc. The Tool is Superb, No Doubt. But My Manager wants a report to be generated which I think is still missing to my needs. So Pls do advise me to tweak with the script or further configuration I need to make to make it work. 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.

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Re: [otrs] Notification Question
by Shawn Beasley 17 Mar '08

17 Mar '08

Hi Julien, > Hi Shawn, > > OK cool can you just say to me so which file or files should i take a look if i wanna try to modify it ? > > try on the developer list. I am not a programmer :) Good Luck! Shawn -- 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

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Not receiving all notifications
by Fernando Sarria 15 Mar '08

15 Mar '08

I use OTRS since 1.2 version, the notifications for user or agents are work very fine in old versions. In this month I install OTRS 2.2.5 version in REDHAT 5. The auto response and message for the administrator work very fine but the all notifications for agent or user dont work. I receive this error: Sat Mar 15 11:39:15 2008 notice OTRS-CGI-10 Sent agent 'NewTicket' notification to 'groldan(a)gennassis.com'. Sat Mar 15 11:39:15 2008 error OTRS-CGI-10 Can't use from: ! Enable debug for more info! Sat Mar 15 11:39:14 2008 notice OTRS-CGI-10 Sent agent 'NewTicket' notification to 'fsarria(a)gennassis.com'. Sat Mar 15 11:39:14 2008 error OTRS-CGI-10 Can't use from: ! Enable debug for more info! Sat Mar 15 11:39:13 2008 notice OTRS-CGI-10 Sent auto response (SendAutoReply) for Ticket [2008031510000013] (TicketID=32, ArticleID=) to 'Fernando Sarria <fsarria(a)gennassis.com>'. Sat Mar 15 11:39:12 2008 error OTRS-CGI-10 Can't use from: ! Enable debug for more info! I enable debug but I have the same result. Please, someone to know what is the problema? Thanks in advance for your help, Fernando Sarria

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Customer Follow Up Emails Turn Off Reminders
by Brett Davis 15 Mar '08

15 Mar '08

I have my system set up so that follow up emails from customers will reopen tickets that we've closed. That is all good and exactly how I want it to work. A problem I've noticed though is that if a customer sends an email in to a ticket that I have set to a "pending reminder" state, OTRS switches that ticket's state back to "open" and I never get my reminder. That's not so good and not at all what I want it to do. It makes sense to have the follow up switch the ticket back to "open" if I have it set to "pending auto close" because I wouldn't want the ticket to auto close if the user sends a follow up that might potentially be stating that the problem has not been resolved. So that's cool. But, when I set a ticket to pending reminder, it's because I want/need and am really counting on the system to send me an email to remind me to do something for that ticket. I've had several instances now where that plan has been foiled by a customer sending an email follow up to a ticket that I needed a reminder on. Example, I have a ticket open for turning up a T1 at one of my remote facilities. I want a reminder for me to follow up with the carrier in 2 weeks regarding turn up day but in the meantime, I also need to discuss some of the details with my onsite contact who will be responsible for giving the installer access to the demarc. I want that discussion to be entries in to the ticket's history. I can't set a reminder on this ticket because every reply from him will turn the reminder right back off on me. AHHHH! ;-) I've casually looked but haven't found a setting to control this behavior yet. I'm aware of the "Follow up Option" in the queues' settings that control whether to reopen, reject, or create a new ticket on follow up but that's not granular enough for what I'm talking about here. Is there a setting to ONLY allow customer follow ups to change a ticket's state to "open" if and only if its current state is either "closed" or "pending auto close" (but NOT if it's set to "pending reminder") or do I need to hack the code to fix this? It would be ideal if the "pending reminder" state would be the default "next ticket state" in the web interface for any ticket that is set to "pending reminder" too so a customer (or another agent for that matter) doesn't unknowingly turn my reminders off through the web interface. Then if they do turn off my reminder, I'll know it was intentional and I can grab my bat and go pay them a little visit. ;-) Thanks! Brett Davis Information Systems Network/Telecom Manager Dynojet Research, Inc. www.dynojet.com<http://www.dynojet.com/> Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system.

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how to send email to notify ticket status change
by David Kim 15 Mar '08

15 Mar '08

I just recently started using the OTRS system. Most of the features are great but one thing I haven't been able to do is to send an email to the customers saying there is a change in their ticket status. For example, once a customer logs in through the customer interface and sends a ticket if we add a response to it or change it somehow, how can i send a notification email to the customer? thanks a bunch in advance

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Re: [otrs] Notification Question
by Shawn Beasley 15 Mar '08

15 Mar '08

Hi Julien, > Yeah it's what I'm searching for an free CS (counter strike) community ticketing. > > So it's unavailable without business action from OTRS AG ?? it's you wanna mean ? > > Of course if you can program in perl, you will be able to modify the source code. > OTRS will non-free in future ? > OTRS is, and will remain, free to the public. Just in the case of special developments (not offered as a standard feature) will charges for these services be manditory. :) No fear, our software is not in danger of becoming proprietary. > Best Regards, > Julian. > -- 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

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Re: otrs Digest, Vol 56, Issue 37
by armin.kurz＠lobster.de 15 Mar '08

15 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

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Re: [otrs] Notification Question
by Shawn Beasley 15 Mar '08

15 Mar '08

Hi Julien, > Someone have an idea about my problem and my last request ? > > Thx. > > Best Regards, > Julian. > > -----Message d'origine----- > De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX > Envoyé : lundi 10 mars 2008 16:55 > À : 'User questions and discussions about OTRS.org' > Objet : RE: [otrs] Notification Question > Importance : Haute > > Yes but the problem is the following: > > I'm notified when I have a new ticket in a queue but it's always using the default address system. I would be notified by different address following the Queue. > > The notifications you are takling about are the agent notifications, I assume, and for these, there is only the one address (usually OTRS Notifacaions Master) The ones I was discussing were the addresses that your customers would see. Am I right in my assumption? If that is the case, then you need a development from OTRS AG :) Sorry, but we will be happy to meet your needs. -- 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

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Re: otrs Digest, Vol 56, Issue 36
by armin.kurz＠lobster.de 14 Mar '08

14 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

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Patch for AgentBook
by Guyard Marc NIS 14 Mar '08

14 Mar '08

Bonjour, Nous avons installé dans notre service, un otrs avec authentification et gestion client par LDAP. Nous avons été confrontés à un problème pour la gestion des mailinglists via LDAP. En effet, nous voulions pouvoir faire un liste dans ldap contenant un ensemble de personnes du ldap mais sans pour autant utiliser un adresse de mailinglist. Nous avons donc patché le AgentBook pour requeter le résultat d'un page php avec une adresse email de liste en parametre. Le php requete les groupOfUniqueName qui ont cette adresse email dans le ldap, et recupere les adresses emails de toutes les personnes contenues dans ce groupOfUniqueName. Nous l'avons fait en php, car nous voulions patcher le moins possible otrs pour pouvoir le maintenir au mieux. Vous trouverez le patch ainsi que la page php en pièce jointe. Cordialement, [cid:image003.jpg@01C88609.CED0B0B0] Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com<mailto:m.guyard@orange-ftgroup.com> Network Integration Services, 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com<http://www.orange-business.com/> [cid:image004.jpg@01C88609.CED0B0B0]

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Theme created are not working
by Stephen Chao 14 Mar '08

14 Mar '08

> > Ideally I want to create 3 different web pages for 3 different customers. > Right now I am trying to create a theme and apply to the customer.pl. I > followed the procedure of administrator document by using the queries to add > the company themes and I do see the options in the drop down menu using my > ID or the root@localhost in the index.pl preference page. Both IDs are > have all the admin rights. I copied the standard folder to 3 different > names accordingly but they are not working. The theme being used is still > the standard theme. Did I miss something or the manual did? > > It is not like I do not have the knowledge. It is just not working. > Please help. Thank you. Is there anything that I have to configure or add > in the config file? Can I create different pages for 3 different customers? > ***********************result of the query below************************************************* > > > +----+------------------------ > --+----------+---------------------+-----------+-- > -------------------+-----------+ > | id | theme | valid_id | create_time | > create_by | c > hange_time | change_by | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > | 1 | Standard | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 2 | Lite | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 3 | company1 | 1 | 2008-02-22 13:25:09 | 1 > | 2 > 008-02-22 13:25:09 | 1 | > | 4 | company2 | 1 | 2008-02-22 13:25:56 | 1 | 2 > 008-02-22 13:25:56 | 1 | > | 5 | company3 | 1 | 2008-02-22 13:27:14 | > 1 | 2 > 008-02-22 13:27:14 | 1 | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > 5 rows in set (0.00 sec) > > > > -- Stephen Chao Microsoft Certified System Engineer _______________________________________________ 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/ _______________________________________________ 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] Zlib uncompress error
by aleem bagwan 14 Mar '08

14 Mar '08

Re-installing Compress::Zlib from source may solve the problem. Possible problem is that dependency modules are missing. Try installing the dependencies of Compress::Zlib as listed during its installation. Jeff <lists(a)youthinkitweprintit.com> wrote: 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... _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ --------------------------------- Save all your chat conversations. Find them online. _______________________________________________ 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/ _______________________________________________ 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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Compose new Ticket as Agent
by Glaab, Achim 14 Mar '08

14 Mar '08

Hello I have got a little problem. When I am logged in as an agent to OTRS. There is only the possibility to compose new phone or email tickets. Is there a possibility to compose "customer" tickets w/o the email / phone status? Regards Achim

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RE: [otrs] Removing the language option from the login pages
by Lars Jørgensen 14 Mar '08

14 Mar '08

Actually, creating a new theme and editing that is the nice way to do it. http://doc.otrs.org/2.2/en/html/c1782.html More info on what you can do with the dtl-files: http://doc.otrs.org/develo= per/2.0/en/html/c494.html -- Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of S=E9bastien Prud'homme > Sent: Wednesday, March 05, 2008 6:50 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Removing the language option from the login pages > > Just edit the HTML template > > 2008/3/5, Clary, Steve <Steve_Clary(a)urmc.rochester.edu>: > > > > > > > > > > Can anyone tell me how to remove the language option from > both the login.pl > > and customer.pl pages? > > > > > > > > Steve > > _______________________________________________ > > 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? > > =3D> 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? > =3D> 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] Removing the language option from the login pages
by Clary, Steve 14 Mar '08

14 Mar '08

Thanks! Can you tell me which file is the HTML template? Steve Clary -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = S=E9bastien Prud'homme Sent: Wednesday, March 05, 2008 12:50 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Removing the language option from the login pages Just edit the HTML template 2008/3/5, Clary, Steve <Steve_Clary(a)urmc.rochester.edu>: > > > > > Can anyone tell me how to remove the language option from both the = login.pl > and customer.pl pages? > > > > Steve > _______________________________________________ > 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? > =3D> 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? =3D> 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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Removing the language option from the login pages
by Clary, Steve 14 Mar '08

14 Mar '08

Can anyone tell me how to remove the language option from both the login.pl and customer.pl pages? Steve _______________________________________________ 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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Theme created are not working
by Stephen Chao 14 Mar '08

14 Mar '08

> > Ideally I want to create 3 different web pages for 3 different customers. > Right now I am trying to create a theme and apply to the customer.pl. I > followed the procedure of administrator document by using the queries to add > the company themes and I do see the options in the drop down menu using my > ID or the root@localhost in the index.pl preference page. Both IDs are > have all the admin rights. I copied the standard folder to 3 different > names accordingly but they are not working. The theme being used is still > the standard theme. Did I miss something or the manual did? > > It is not like I do not have the knowledge. It is just not working. > Please help. Thank you. Is there anything that I have to configure or add > in the config file? Can I create different pages for 3 different customers? > ***********************result of the query below************************************************* > > > +----+------------------------ > --+----------+---------------------+-----------+-- > -------------------+-----------+ > | id | theme | valid_id | create_time | > create_by | c > hange_time | change_by | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > | 1 | Standard | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 2 | Lite | 1 | 2008-02-17 14:47:54 | > 1 | 2 > 008-02-17 14:47:54 | 1 | > | 3 | company1 | 1 | 2008-02-22 13:25:09 | 1 > | 2 > 008-02-22 13:25:09 | 1 | > | 4 | company2 | 1 | 2008-02-22 13:25:56 | 1 | 2 > 008-02-22 13:25:56 | 1 | > | 5 | company3 | 1 | 2008-02-22 13:27:14 | > 1 | 2 > 008-02-22 13:27:14 | 1 | > > +----+--------------------------+----------+---------------------+-----------+-- > -------------------+-----------+ > 5 rows in set (0.00 sec) > > > > -- Stephen Chao Microsoft Certified System Engineer _______________________________________________ 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] Zlib uncompress error
by aleem bagwan 14 Mar '08

14 Mar '08

Re-installing Compress::Zlib from source may solve the problem. Possible problem is that dependency modules are missing. Try installing the dependencies of Compress::Zlib as listed during its installation. Jeff <lists(a)youthinkitweprintit.com> wrote: 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... _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/ --------------------------------- Save all your chat conversations. Find them online. _______________________________________________ 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/ _______________________________________________ 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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subject line issue
by d. ryon wilhelm 13 Mar '08

13 Mar '08

i am trying to customize the ticket view so that it will always show the first subject submitted with a ticket rather than changing it with _every_ email sent to the ticket... is there a way to change this??? it makes it very hard to keep track of what is in a ticket if the subject line keeps changing... i noticed that it shows the original subject line when you use 'zoom' in the email threads, so it is there somewhere... once again, thanks... -- Dale Ryon Wilhelm Director of Technical Operations & Services UnitedLayer LLC, San Francisco 415.349.2123

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Error cannot write to syslog with starting OTRS
by longwave＠terra.es 13 Mar '08

13 Mar '08

Hello As a new user I installed to my best knowledge the OTRS distribution on a Solaris10 x86 platform. However, starting the web page http://localhost/otrs/index.pl leaves me with the following message: no connection to syslog available at ../..//Kernel/System/Log/SysLog.pm line 69 What could be wrong? Apache2 (Sun) Perl 5.8.4 Sun Studio 11 Mysql 5.0.45 Apache runs with a special user: webservd (id 80) Thank you Enrique Gonzalez. Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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migrate otrs 2.0.1+ mysql to otrs 2.2.5 + oracle
by cc fpen 13 Mar '08

13 Mar '08

Greetings... Suddenly... out of the blue... I become the nominated "special one" to migrate my company's otrs. I have otrs 2.0.1 up and running... and I intent to migrate to otrs 2.2.5with oracle 11g DB (since it's a policy agreement for company's DB). Since I'm new to otrs... I'm asking for some guidelines about it... Should I firstly migrate otrs 2.0.1 to 2.2.5 (following this http://lists.otrs.org/pipermail/otrs/2008-February/022074.html )... and then migrate mysql to oracle? Does anyone ever tried (successfully) to migrate mysql to oracle? Should I just do a mysql dump.... use some application to import the dump to oracle... and then run the otrs script (DBUpdate-to-2.2.oracle.sql) for oracle? Pardon my otrs ignorance... Thanks in advance Luick

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RE: [otrs] Notification Question
by Julien CHAMPSEIX 12 Mar '08

12 Mar '08

Someone have an idea about my problem and my last request ? Thx. Best Regards, Julian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : lundi 10 mars 2008 16:55 À : 'User questions and discussions about OTRS.org' Objet : RE: [otrs] Notification Question Importance : Haute Yes but the problem is the following: I'm notified when I have a new ticket in a queue but it's always using the default address system. I would be notified by different address following the Queue. For example: I have 3 queue: File Hard::1 File Hard::2 File Hard::3 I would for each Ticket created in File Hard::1, each notification will be send with the sender toto(a)toto.com I would for each Ticket created in File Hard::2, each notification will be send with the sender titi(a)toto.com I would for each Ticket created in File Hard::3, each notification will be send with the sender tatit(a)toto.com What I can settings up it in Filter ? in Queue ? Many thx for all help! Regards, Julian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Shawn Beasley Envoyé : jeudi 6 mars 2008 12:32 À : User questions and discussions about OTRS.org Objet : Re: [otrs] Notification Question Hi Julien, > > Hi Guys, > > > > I would know if it’s possible to use different sender for notification > for a new ticket by each Queue. > > > > For example: > > > > For an queue called “prod” I would use sender toto(a)toto.com > <mailto:toto@toto.com> for notification for a new ticket. > > > > For an queue called “prod2” I would use sender toto2(a)toto.com > <mailto:toto2@toto.com> for notification for a new ticket. > > > Each queue can use an individual system address for identification purposes! > > Thx for all help! > > > > Regards, > > Julian. > > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > 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 _______________________________________________ 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

Hello World
by Steve Morrey 12 Mar '08

12 Mar '08

Howdy everyone, Kind of new to OTRS and figured I'ld drop a line and say hello. By the way does OTRS have any forums? Sincerely, Steve Morrey

4 3

What is the difference between OPEN and NEW state?
by BCWINFO 12 Mar '08

12 Mar '08

???

3 3

Ticket updates to groups
by Henti Smith 12 Mar '08

12 Mar '08

hi there, We're trying to find a clean way of keeping people in a group updated on tickets globally. The basic scenario is : We have a support department with a number of staff. as a support ticket comes in all in the group should get the message about a new ticket, however we need to send updates to the ticket to all in the group as well for. My initial investigations pointed at the Watcher function, but this requires you to subscribe. We are looking for a solution that will automatically send all ticker information to all users in a group without subscribing or unsubscribing. does anybody have an ideas ? Henti

2 3

[ Is there any easy way to show tickets closed in a week? ]
by BCWINFO 12 Mar '08

12 Mar '08

This is for my boss! ;-) I tried Search but I couldn't do that. Any suggestions? Diego

4 6

OTRS Mail Relay function
by Steve Morrey 12 Mar '08

12 Mar '08

Hello, In essence what we require is an OTRS email relay function. Here is a breakdown of what should happen. Customer sends an email to support(a)mysite.com A ticket is created in OTRS and assigned to a support person, whomever was next in que (lets call the support person Joe). When the ticket is generated a notification email is sent to Joe. The notification should contain not only the notice that a new ticket exists, but also the full text of the original customer email. The support person, then replies from his outlook, blackberry or whatever email client, which is routed back through OTRS for tracking purposes, and then forwarded to the client. Now here's the trick. We don't want to expose Joes email address to the client, and we don't want Joe to respond directly to the clients email either. Essentially all the email should go through support@mysite, with OTRS handling the stripping and replacing TO and FROM as needed. If there is any back and forth it should proceed exactly like this, except that all questions (on the same issue), should keep going to the same support person, for continuity purposes. I sent an email to sales(a)otrs.com and they say that the feature is already in OTRS but I cannot seem to find it anywhere, nor instructions on how to enable it. I've read through the admin manual and maybe I'm missing something critical, could someone please explain to me how this can be done? Thanks in advance, Sincerely, Steve Morrey

3 2

Apache settings (besides mod_perl) to make OTRS run faster.
by Nielson, Adam 12 Mar '08

12 Mar '08

Any certain settings or variables I can check/play with to make OTRS run faster. It takes forever (after a lot of use) to load the graphics, for a certain page to load up, etc. Sometimes it just times out. Sometimes I just have to re-click the link to get it to work. Running on RHEL 5 with latest patches. Apache 2.2.3, etc Thank you, Adam Nielson

3 4

Backup.PL
by 27spots 11 Mar '08

11 Mar '08

Hello, I'm trying to run a backup of OTRS using the backup.pl script, but is bombing out with the error below. Any help would be greatly appreciated. Thank you in advance! Can't exec "which": No such file or directory at ./backup.pl line 123, <PRODUCT> line 4. readline() on closed filehandle IN at ./backup.pl line 124. ERROR: Can't locate cp! I am running OTRS 2.2.4. The backup.pl script version is: # scripts/backup.pl - the backup script # Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/ # -- # $Id: backup.pl,v 1.9.2.1 2007/10/24 16:08:45 mh Exp $ # --

2 2

Ticket Creation Time Stamp Edit
by Bryan White 11 Mar '08

11 Mar '08

I want to be able to change the timestamp that a ticket is created with. Certain times I am working away from the computer and can't immediately put new tickets into the system. I end up going back a while later and entering all my tickets in however, the timestamp shows the time that I entered the tickets, not the time I actually started working on the ticket. Is there a way to change the ticket creation time stamp so my times are correctly corresponding to my work? -Bryan

1 0

RE: [otrs] New user add problem
by Klaus Bruno 11 Mar '08

11 Mar '08

either disable the mx record check in otrs or ensure, your otrs server is able to resolve the domains (correct configured /etc/resolve.conf assumed you're on Unix) regards, Bruce -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Aysel Pamuk Sent: Tuesday, March 11, 2008 11:06 AM To: otrs(a)otrs.org Subject: [otrs] New user add problem I have installed OTRS 2.2.5 . I want to add a new user bt received the error: Email address (aysel.pamuk(a)gantek.com) not valid (invalid aysel.pamuk(a)gantek.com (DNS problem: no nameservers)! )! What should I do? Thanks in afvance, Aysel Pamuk

1 0

New user add problem
by Aysel Pamuk 11 Mar '08

11 Mar '08

I have installed OTRS 2.2.5 . I want to add a new user bt received the error: Email address (aysel.pamuk(a)gantek.com) not valid (invalid aysel.pamuk(a)gantek.com (DNS problem: no nameservers)! )! What should I do? Thanks in afvance, Aysel Pamuk

2 1

Pending reminder settings of old version
by Timothy F. 11 Mar '08

11 Mar '08

Hello all, I have a question about an old version of OTRS. My company uses an old version and has extreme hesitations about upgrading due to complicated customizations implemented. Our current version is 2.0.4. There are a couple issues that I'd like to investigate and just need an idea of where to look. If there are any current patches, that would be even better. I fully understand the merits of upgrading, especially when it comes to security patches. Unfortunately, I don't see that as a viable solution. The following is a list of bugs/features that I'd like to fix. Any advice is greatly appreciated. 1) The requirement to be ticket owner in order to set a pending reminder date/time 2) When opening tickets in two or more tabs, session data is over written. Example: -Open ticket 1234567 in tab A -Open ticket 7654321 in tab B -Comment in ticket 1234567 (tab A) -Upon submit tab A forwards to ticket 7654321 3) Add button to clear pending date/time. and as an aside, I wonder if anyone could point me out to any security patches that we can test out and try to implement. Thank you for your time. Tim

1 1

Priority Change
by Aleem Mohamed 10 Mar '08

10 Mar '08

Hello! Is there any way to change the priority settings to allow me to change the priority of a ticket WITHOUT having to give a reason for the change?

2 2

Re: [otrs] Notification Question
by Shawn Beasley 10 Mar '08

10 Mar '08

Hi Julien, > > Hi Guys, > > > > I would know if it’s possible to use different sender for notification > for a new ticket by each Queue. > > > > For example: > > > > For an queue called “prod” I would use sender toto(a)toto.com > <mailto:toto@toto.com> for notification for a new ticket. > > > > For an queue called “prod2” I would use sender toto2(a)toto.com > <mailto:toto2@toto.com> for notification for a new ticket. > > > Each queue can use an individual system address for identification purposes! > > Thx for all help! > > > > Regards, > > Julian. > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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

2 1

SLA for pending ticket
by Fabio Paracchini 10 Mar '08

10 Mar '08

Hi folks, how is a ticket on "pending" impacting on SLA ? I have a ticket with a "Solution time" SLA of 2 days, and I put it on "pending" for 7 days: OTRS says that solution time will arrive in 2 days, but I would expect it to expire in 2+7 days, it seems that "pending" does not stop the clock. Is this the designed behaviour ? And, if so, how can I customize OTRS to keep track of "pending" ? Thank you in advance Fabio AVVISO DI RISERVATEZZA: questo messaggio ed i suoi allegati possono contenere informazioni riservate. Se avete ricevuto il messaggio per errore, vi informiamo che ogni utilizzo del suo contenuto e' proibito, pertanto, per cortesia, provvedete a cancellarlo ed informate immediatamente il mittente. CONFIDENTIALITY NOTICE: this message and its attachments may contain confidential information. If you have received this message by mistake, be informed that any use of the content hereof is prohibited, therefore, please inform immediately the sender and delete the message, immediately.

3 2

SLA with otrs
by John Joseph 09 Mar '08

09 Mar '08

Hi I am new to this list and otrs I would like to know whether I can implement SLA features (Service Level Agreement) with otrs advice requested Thanks Joseph John __________________________________________________________ Sent from Yahoo! Mail. The World's Favourite Email http://uk.docs.yahoo.com/nowyoucan.html

2 1

Additional group rights???
by Lambert, Derek 07 Mar '08

07 Mar '08

I recall seeing somewhere something about adding additional rights other than the default ro, move_into, create, owner, priority, and rw. I can't seem to find this information anywhere now. Am I imagining things or is there something about this somewhere? Thanks! Derek J. Lambert Technical Support Analyst IT Operations Support (608) 294-4548 Fiskars Brands, Inc.

1 0

Looking for a good repository to add to Package Manager
by Craig Meirick 07 Mar '08

07 Mar '08

I added a repository to Package Manager [http://ftp.otrs.org] and it didn't work. This was from the manual so I'm not sure if it was just meant as an example or an actual working address. Are there any recommended repositories to use? Does anybody have one that they have had good success with? Thanks, >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

1 0

Watcher limitations
by Forms 07 Mar '08

07 Mar '08

Hi list, Is it possible that Watcher user just "watch" the ticket avoiding any oher action as "external notes" or any other? Thanks for your answers Carlos, México

2 3

RE: [otrs] number of
by Sune T. Tougaard 07 Mar '08

07 Mar '08

Hi Daniele, I'd be very much interested in seeing the results, as i'm trying to implement something like this. I'm kind of "challenged" when it comes to coding, though, so it's a long, hard, trial'n'error road for me. ;-) Thanks. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Daniele Sent: 4. marts 2008 15:23 To: User questions and discussions about OTRS.org Subject: Re: [otrs] number of Yes, sure, this is what I will do. Thank you. The work looks nice. Soon I will share it. Daniele Nils Breunese (Lemonbit) ha scritto: > Shawn Beasley wrote: > >> Hi Daniele, >>> On the basis of your suggestion I am developing a way to provide >>> customers with a per queue custom form. >>> I am developing a php set of forms using javascript to fit my >>> customers needs. >>> As soon as I finish I'll post my addition here in order to let you >>> enjoy what I am doing with your support. (especially the great >>> suggestion I received from Sune T. Tougaard and the availability >>> that Shawn Beasley offered me) >>> >>> What I need now is a working information. >>> Am I limited in the number of CustomerTicketMessage###TicketFreeText >>> I can use? >> Yes >>> How many Ticket::Frontend::CustomerTicketMessage###TicketFreeText am >>> I allowed to use? >> In the current version of otrs there are 16 available. >>> May I plan to use 48 different >>> Ticket::Frontend::CustomerTicketMessage###TicketFreeText? >> Hmm. > > Daniele, do you really need FreeTextFields for all those different > pieces of info? You could also put some data in the mail body maybe. > > 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/ > _______________________________________________ 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 2

Splitting ticket with attachment - how?
by Andrew Stesin 07 Mar '08

07 Mar '08

Hello friends, just a small and maybe silly question. Suppose we got a ticket with an attachment. I want to split it in the way that I have 2 tickets both with that very same attachment in them. The best way is to have 2 tickets with a link to the single file inside both. How this can be done? Thanks in advanse! Andrew

1 0

OwnerSelection format
by Steven Carr 06 Mar '08

06 Mar '08

Hi guy's, Does anyone know if it's possible to change the way the OwnerSelection field is formatted, the list is currently "Surname Forename Email" - I want to swap this to be "Forename Surname Email" Thanks Steve -- Steven Carr Engineer - Khipu Networks Ltd. support(a)khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573 Specialist Reseller of the year - CRN Channel Awards 2007

1 0

grouping Customer users
by Forms 06 Mar '08

06 Mar '08

Hi All, Is there a way to group customer users as follows? Company Manager Domestic Customer-101 Customer-102 Customer-103 etc International Customer-201 Customer-202 Customer-203 etc Rules: Customer user Manager can see all tickets created by all Customer user Domestic can se only tickets created by Customer-101, 102, 103 and etc Customer user International can se only tickets created by Customer-201, 202, 203 and etc Carlos, México

2 2

splitting tickerts
by Andrew Meyer 06 Mar '08

06 Mar '08

I have emailed in previously about this, but when we try to split tickets it throws up an error. Software error: > Can't write /var/www/otrs2/var/log/TicketCounter.log: at ../..// > Kernel/System/Ticket/Number/DateChecksum.pm line 87. > For help, please send mail to the webmaster (webmaster@localhost), > giving this error message and the time and date of the error. -rw-rw-r-- 1 otrs2 nogroup 14 2008-03-03 08:44 TicketCounter.log Can someone help? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

2 1

mass resend of ticket replies
by jonathan eclips 06 Mar '08

06 Mar '08

Hello is there a way to resend all previously replied tickets from a certain date ? we had a problem with the mail server not sending any of the replies and i would like to resend them now that everything is fixed thanks Jonathan http://www.zlio.com

1 0

FAQ module
by Andrew Meyer 06 Mar '08

06 Mar '08

The FAQ module continually does not install properly. It just says that it was not deployed correctly. I will look at the logs. I am using OTRS 2.2.5 on Debian 4.0r2. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

1 0

looking for premade stats to import
by Craig Meirick 06 Mar '08

06 Mar '08

Is there any location where I can find already configured stats to import into my stat module? I am looking for one that will give me stats on customers. Thanks. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

1 0

Comma instead of semicolon
by Forms 06 Mar '08

06 Mar '08

Hi List, Do you know where/how to change the ";" at Search (CSV output) to use "," ? Thanks in advance Carlos

1 0

Adding a second agent auth
by Lambert, Derek 06 Mar '08

06 Mar '08

I'm in the process of creating an OTRS test environment and attempting to configure LDAP agent authentication. After a bit of reading I managed to get things working. When I tried to log back into OTRS as the root@localhost user though I realized I that I was no longer using the local DB and couldn't get admin access. I tried to add a second agent authentication method following the docs and previous posts but haven't found much information on configuring the DB method. Here is my current config: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'maddc01.acme.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=acme,DC=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=Enterprise Desktop Technician,OU=Security Groups,OU=USA,DC=acme,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=Lambert\, Derek,OU=Users,OU=USA,DC=acme,DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(objectCategory=person)'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{'AuthModule::LDAP::Die'} = 1; $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{UserSyncLDAPGroups} = [ 'users', ]; $Self->{DatabaseUserTable} = 'system_user'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; $Self->{'AuthModule2'} = 'Kernel::System::Auth::DB'; When I try and login as root@localhost I get the following errors in otrs.log: [Wed Mar 5 14:11:19 2008][Error][Kernel::System::Auth::DB::Auth][90] Table 'otrs.user' doesn't exist, SQL: 'SELECT pw, id FROM user WHERE valid_id IN ( 1 ) AND login = 'root@localhost'' [Wed Mar 5 14:11:19 2008][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost doesn't exist or is invalid!!! (REMOTE_ADDR: 127.0.0.1) I can see the problem is it's looking for the table 'user', not 'system_user' - but how do I change this? I tried changing LDAP to the second method but the Sync Map doesn't work and I get the 'Panic! No UserData for user' error. This is probably a simple question but my perl is a bit rusty and I can't quite remember all the ->, =>, =, etc. and where to use which one. Any help would be greatly appreciated! Thanks! Derek J. Lambert Technical Support Analyst IT Operations Support Fiskars Brands, Inc.

3 2

Agent Queue View As A List
by Jon Lorenz 06 Mar '08

06 Mar '08

3 2

different widths for the Agents and the customers in "TextAreaNote" and "TextAreaEmail"
by Anders Schjelderup Lyng 06 Mar '08

06 Mar '08

We need to have different widths for the Agents and the customers : "TextAreaNote" and "TextAreaEmail" The reason for this is that the customers have a frontend that is much more narrow than the frontend for the agents. The Agents need a widt of about 130 and the Customers a width of about 80. Is there a way to do this? Anders S. Lyng

1 0

Add attachment to auto response and spell checker in Windows?
by Arnold Ligtvoet 06 Mar '08

06 Mar '08

Hi, recently reinstalled OTRS after last working with it years ago. Still an amazing product. I have two questions: 1) Is anyone here running OTRS on Windows with a spellchecker enabled? I understand that in a Linux environment ispell or aspell are options, but how would I enable spellchecking in Windows? 2) Can I add an attachment to an auto reponse? In default modus not I guess. I looked at the table structure for standard_attachment with the idea to add the attachment via the existing structure, however this table uses the standard_response id. Anyone thought about this or maybe even wrote something for this? Regards, Arnold.

1 0

Re: [otrs] OTRS - Active Directory
by Ali M. 06 Mar '08

06 Mar '08

okay, i really want to help you because I had the exact same problem and i solve it its my best bet your setting one of the parameter wrong! so try this perl script use strict; use warnings; use Net::Ldap; my $ldap = Net::LDAP->new ( "active_directory_server") or die "$@"; my $mesg = $ldap->bind ( 'CN=xxx, OU=xxx, DC=xxx, DC=xxx', password => 'xxxxx', Version => 3) or die "$@"; my $schema = $ldap->schema (); print $schema; ## if all goes right! the script will print nthe reference value of the $schema , its a meaningless value but it means you actually use the corrent DN for the user, and you did connect to the AD also download windows xp support tools and user the adsi edit tool to read all the DN or your AD in the otrs parameters baseDN is the dn of the parent entry of all your user these are all the tips i have On 2/13/08, Daniel Zamorano <daniel.zamorano(a)duxdiligens.com> wrote: > > > Sorry i tried that but, i cannot authenticate with AD > > I Only receive the message "Identification incorrect your user or password > was entered incorrect" > > Do you have an idea about the problem > > Daniel Zamorano Mejía > > > > > -----Original Message----- > From: Shawn Beasley [mailto:shawn.beasley@otrs.com] > Sent: Martes, 12 de Febrero de 2008 04:41 a.m. > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] OTRS - Active Directory > > Hi Daniel, > > try this > > $Self->{'AuthModule::LDAP::Host'} = 'serverdemo'; > > > > instead of this > > $Self->{'AuthModule::LDAP::Host'} = 'serverdemo. demo.com > > <http://demo.com/>'; > > > > i.e remove the demo.com <http://demo.com> bit > > > > On 2/11/08, *Daniel Zamorano* <daniel.zamorano(a)duxdiligens.com > > <mailto:daniel.zamorano@duxdiligens.com>> wrote: > Additionally, when you have no users in your DB with matching info, you > have > to use the UserSyncLDAPMap section - it can be copied out of the > Defaults.pm. Otherwise, you will get Panic! No user data. > > > > Hi. > > > > > > > > I have a problem; I can't configure OTRS to authenticate whit > > Active Directory, I was configuring and I cannot log me in the > > system whit AD. > > > > > > > > I have that questions: > > > > > > > > I should configure each agent in the database after to try > > configure the Active Directory?, if yes(whit password?) > > > > > > > > I have the next info > > > > User Administrator in AD: adminotrs à in the Users folder > > > > Server: serverdemo > > > > Domain : demo.com <http://demo.com/> > > > > > > > > that is my config.pm <http://config.pm/>, > > > > > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > > > $Self->{'AuthModule::LDAP::Host'} = 'serverdemo. demo.com > > <http://demo.com/>'; > > > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=demo, > > dc=com'; > > > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > > > > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=adminotrs, > > ou=Users, dc=demo, dc=com'; > > > > $Self->{'AuthModule::LDAP::SearchUserPw'} = 'adminpsw'; > > > > > > > > Do I need another configuration? > > > > Or is bad my configuration? > > > > > > > > -- > 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/ >

3 3

Ticket Printouts
by Emily Flynn 06 Mar '08

06 Mar '08

Hi All, After zooming into a ticket, there is the option to print. When the print button is pressed, a pdf is created. I would like to edit the format of this pdf printout, not by much, I just want to add in an extra row and some text. Can anyone suggest the best way to do this? Thanks in advance. Emily

1 0

RE: [otrs] Adding a second agent auth
by Klaus Bruno 06 Mar '08

06 Mar '08

Hi Derek Try to numbering each auth section, not only the second one. that means, if you use two ore more you should use numbering each of them: ladp1 local2 sql3 ... and dont forget to numbering each line which belongs together with the same suffix $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'maddc01.acme.com'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'DC=acme,DC=com'; $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName'; ... hope it helps regards, Bruce -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lambert, Derek Sent: Wednesday, March 05, 2008 9:40 PM To: otrs(a)otrs.org Subject: [otrs] Adding a second agent auth I'm in the process of creating an OTRS test environment and attempting to configure LDAP agent authentication. After a bit of reading I managed to get things working. When I tried to log back into OTRS as the root@localhost user though I realized I that I was no longer using the local DB and couldn't get admin access. I tried to add a second agent authentication method following the docs and previous posts but haven't found much information on configuring the DB method. Here is my current config: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'maddc01.acme.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=acme,DC=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=Enterprise Desktop Technician,OU=Security Groups,OU=USA,DC=acme,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=Lambert\, Derek,OU=Users,OU=USA,DC=acme,DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(objectCategory=person)'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{'AuthModule::LDAP::Die'} = 1; $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{UserSyncLDAPGroups} = [ 'users', ]; $Self->{DatabaseUserTable} = 'system_user'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; $Self->{'AuthModule2'} = 'Kernel::System::Auth::DB'; When I try and login as root@localhost I get the following errors in otrs.log: [Wed Mar 5 14:11:19 2008][Error][Kernel::System::Auth::DB::Auth][90] Table 'otrs.user' doesn't exist, SQL: 'SELECT pw, id FROM user WHERE valid_id IN ( 1 ) AND login = 'root@localhost'' [Wed Mar 5 14:11:19 2008][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost doesn't exist or is invalid!!! (REMOTE_ADDR: 127.0.0.1) I can see the problem is it's looking for the table 'user', not 'system_user' - but how do I change this? I tried changing LDAP to the second method but the Sync Map doesn't work and I get the 'Panic! No UserData for user' error. This is probably a simple question but my perl is a bit rusty and I can't quite remember all the ->, =>, =, etc. and where to use which one. Any help would be greatly appreciated! Thanks! Derek J. Lambert Technical Support Analyst IT Operations Support Fiskars Brands, Inc. _______________________________________________ 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

Ticket Type setup
by Thys Kitshoff 05 Mar '08

05 Mar '08

Thanks for the help !! **

4 4

Ticket Type setup
by Thys Kitshoff 05 Mar '08

05 Mar '08

Hi all I am new to OTRS and need some assistance with setting up the "Ticket Type" function. I have activated the function in Core::Ticket::Type: but I am unable to specify the fields I want to display in the Ticket Type drop-down box. Requirements 1. Setup several ticket types (eg.New Installation, Faulty hardware, Faulty software...) 2. When a ticket is closed I want to force the agent to categorise the call using the "Ticket Type" Thanks in advance Thys

4 3

perl or ITSM package problem?
by Enrique Garcia Briones 05 Mar '08

05 Mar '08

Hi, I just installed otrs in debian, and I release the software to be tested in my University, but, when one of the Administrators tried to install the ITSM package, it was showed this message: Software error: Can't locate object method "new" via package "XML::Parser::Lite" at /usr/share/otrs//Kernel/System/XML.pm line 781, <PRODUCT> line 236. For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. I tried to search in the archive files, it is hard without search tool. Any nice help would be greatly appreciated. Thanks in advance. Enrique -- Subcoordinacion de SysOp and Datacenter Coordinacion General de Tecnologias de Informacion y Comunicaciones UAdeC En el Bien fincamos el Saber

2 2

RE: [otrs] URL link to ticket error.
by Klaus Bruno 05 Mar '08

05 Mar '08

Hi Wes can you resolve the host itself? ping or nslookup xxxxxx.xxxxxxxxxx.xxx ? regards Bruce -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Wes Sothard Sent: Wednesday, March 05, 2008 6:06 PM To: User questions and discussions about OTRS.org Subject: [otrs] URL link to ticket error. Hey all, When I get my notification, I am not able to view the ticket via the URL provided in the email. The URL looks like this (minus personal info which is x'ed out) http://xxxxxx.xxxxxxxxxx.xxx/otrs/customer.pl?Action=CustomerZoom&Ticket ID=15 . When I click the link, I get a server not found error. Any ideas on how to resolve this? Thank you, Wes Sothard

2 1

URL link to ticket error.
by Wes Sothard 05 Mar '08

05 Mar '08

Hey all, When I get my notification, I am not able to view the ticket via the URL provided in the email. The URL looks like this (minus personal info which is x'ed out) http://xxxxxx.xxxxxxxxxx.xxx/otrs/customer.pl?Action=CustomerZoom&Ticket ID=15 . When I click the link, I get a server not found error. Any ideas on how to resolve this? Thank you, Wes Sothard

1 0

Not receiving all notifications
by Wes Sothard 05 Mar '08

05 Mar '08

Hey all, I am not getting all of my notifications. If I click "follow up" while viewing the ticket and send an email, it is never delivered to the user or agent. I also do not get a notification if I create a ticket via email. The ticket is created, but no notification. If I create an email ticket from within OTRS, then a notification is sent. I can reply to that ticket created email and then the agent receives a follow up notification. What is going on? I am sure it is something easy, but I am just not seeing it or thinking of it. Thank you all for the help! Wes Sothard

1 1

RE: AW: [otrs] Agent login via LDAP
by Klaus Bruno 05 Mar '08

05 Mar '08

no, Agents over Microsoft AD (Server 2003), customer over external MySQL DB. I dont think, there is significant difference between MS and Novell as far as both are queried by LDAP. Only the different DN's and CN's etc. may be a little tricky. regards, Bruce -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rene Abdon Sent: Wednesday, March 05, 2008 5:45 PM To: otrs(a)otrs.org Subject: Re: AW: [otrs] Agent login via LDAP Hi Klaus, Do you have the configuration for LDAP authentication (Agent and Customer) over Novell eDirectory ? Att. Rene. >>> "Klaus Bruno" <bruno.klaus(a)infotrust.ch> 5/3/2008 13:30 >>> Hi Steve this config works for our environment: # ---------------------------------------------------- # # ---------------------------------------------------- # # Authentification for Agents via AD / LDAP # # ---------------------------------------------------- # # ---------------------------------------------------- # $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'domaincontroller.domain.com'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'ou=OrganisationName,dc=Domain,dc=com'; $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=TEAM,OU=Security Groups,OU=OrganisationName,DC=Domain,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr1'} = 'UID'; $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'LDAPBindUser'; $Self->{'AuthModule::LDAP::SearchUserPw1'} = 'password'; # ---------------------------------------------------- # # synch LDAP user to internal DB # # ---------------------------------------------------- # $Self->{UserSyncLDAPMap1} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # ---------------------------------------------------- # # UserTable # # ---------------------------------------------------- # $Self->{DatabaseUserTable1} = 'system_user'; $Self->{DatabaseUserTableUserID1} = 'id'; $Self->{DatabaseUserTableUserPW1} = 'pw'; $Self->{DatabaseUserTableUser1} = 'login'; $Self->{'AuthModule::LDAP::Die1'} = 1; # ---------------------------------------------------- # # ---------------------------------------------------- # # Authentification for Agents via internal DB # # ---------------------------------------------------- # # ---------------------------------------------------- # $Self->{'AuthModule2'} = 'Kernel::System::Auth::DB'; $Self->{'AuthModule::DB::CryptType2'} = 'crypt'; You dont have to create an agent in the otrs environment. After the first login of an agent, otrs will synchronize the agent information with it own database. After that, you can linkt the agents with groups and/or roles in the otrs admin gui. It is also possible to expand the configuration to match some LDAP group membership to queues and access rights. We do not work with this yet but maybe in the near future. Check the documentation for more infos. hope it helps regards, Bruce -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Clary, Steve Gesendet: Mittwoch, 5. März 2008 17:05 An: User questions and discussions about OTRS.org Betreff: [otrs] Agent login via LDAP We have successfully configured customer login via LDAP (AD) but we are still having difficulty with the Agent login. Can anyone identify the specific parts (entries) in the config.pm that pertain to Agent LDAP login? Are the local agent accounts then just paired with an LDAP account with the same username? (In other words, to create an agent, would one just create a user in the front end that has the same username as an LDAP account; resulting in a local username that just passes authentication to LDAP?) Below is a copy of our config.pl: CONFIG.PM package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = 'C:/OTRS/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = 'C:/OTRS/otrs/var/log/otrs.log'; # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'URMC'; $Self->{'FQDN'} = 'hslt-wowserver'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = some_user(a)urmc.rochester.edu'; $Self->{'DefaultCharset'} = 'utf-8'; #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.urmc.rochester.edu:389'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=urmc-sh,dc=rochester,dc=edu'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP_admin,OU=admin,OU=Miner Library,DC=urmc-sh,DC=rochester,DC=edu'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'SOMEPASSWORD123'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'ldap.urmc.rochester.edu:389', BaseDN => 'dc=urmc-sh,dc=rochester,dc=edu', SSCOPE => 'sub', UserDN =>'CN=LDAP_admin,OU=admin,OU=Miner Library,DC=urmc-sh,DC=rochester,DC=edu', UserPw => 'SOMEPASSWORD123', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', Login => 'sAMAccountName', CustomerID => 'mail', }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; # $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_ldap_allow_C,OU=Groups,OU=BaseOU,DC=example,DC=com'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN' # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.18 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; _______________________________________________ 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/ -- Esta mensagem foi verificada pelo sistema de antivírus e acredita-se estar livre de perigo. -- Esta mensagem foi verificada pelo sistema de antivrus e acredita-se estar livre de perigo.

1 0

AW: [otrs] Agent login via LDAP
by Klaus Bruno 05 Mar '08

05 Mar '08

Hi Steve this config works for our environment: # ---------------------------------------------------- # # ---------------------------------------------------- # # Authentification for Agents via AD / LDAP # # ---------------------------------------------------- # # ---------------------------------------------------- # $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'domaincontroller.domain.com'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'ou=OrganisationName,dc=Domain,dc=com'; $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=TEAM,OU=Security Groups,OU=OrganisationName,DC=Domain,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr1'} = 'UID'; $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'LDAPBindUser'; $Self->{'AuthModule::LDAP::SearchUserPw1'} = 'password'; # ---------------------------------------------------- # # synch LDAP user to internal DB # # ---------------------------------------------------- # $Self->{UserSyncLDAPMap1} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # ---------------------------------------------------- # # UserTable # # ---------------------------------------------------- # $Self->{DatabaseUserTable1} = 'system_user'; $Self->{DatabaseUserTableUserID1} = 'id'; $Self->{DatabaseUserTableUserPW1} = 'pw'; $Self->{DatabaseUserTableUser1} = 'login'; $Self->{'AuthModule::LDAP::Die1'} = 1; # ---------------------------------------------------- # # ---------------------------------------------------- # # Authentification for Agents via internal DB # # ---------------------------------------------------- # # ---------------------------------------------------- # $Self->{'AuthModule2'} = 'Kernel::System::Auth::DB'; $Self->{'AuthModule::DB::CryptType2'} = 'crypt'; You dont have to create an agent in the otrs environment. After the first login of an agent, otrs will synchronize the agent information with it own database. After that, you can linkt the agents with groups and/or roles in the otrs admin gui. It is also possible to expand the configuration to match some LDAP group membership to queues and access rights. We do not work with this yet but maybe in the near future. Check the documentation for more infos. hope it helps regards, Bruce -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Clary, Steve Gesendet: Mittwoch, 5. März 2008 17:05 An: User questions and discussions about OTRS.org Betreff: [otrs] Agent login via LDAP We have successfully configured customer login via LDAP (AD) but we are still having difficulty with the Agent login. Can anyone identify the specific parts (entries) in the config.pm that pertain to Agent LDAP login? Are the local agent accounts then just paired with an LDAP account with the same username? (In other words, to create an agent, would one just create a user in the front end that has the same username as an LDAP account; resulting in a local username that just passes authentication to LDAP?) Below is a copy of our config.pl: CONFIG.PM package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = 'C:/OTRS/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = 'C:/OTRS/otrs/var/log/otrs.log'; # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'URMC'; $Self->{'FQDN'} = 'hslt-wowserver'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = some_user(a)urmc.rochester.edu'; $Self->{'DefaultCharset'} = 'utf-8'; #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.urmc.rochester.edu:389'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=urmc-sh,dc=rochester,dc=edu'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP_admin,OU=admin,OU=Miner Library,DC=urmc-sh,DC=rochester,DC=edu'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'SOMEPASSWORD123'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'ldap.urmc.rochester.edu:389', BaseDN => 'dc=urmc-sh,dc=rochester,dc=edu', SSCOPE => 'sub', UserDN =>'CN=LDAP_admin,OU=admin,OU=Miner Library,DC=urmc-sh,DC=rochester,DC=edu', UserPw => 'SOMEPASSWORD123', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', Login => 'sAMAccountName', CustomerID => 'mail', }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; # $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_ldap_allow_C,OU=Groups,OU=BaseOU,DC=example,DC=com'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN' # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.18 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1;

2 1

Edit Ticket Printout
by Emily Flynn 05 Mar '08

05 Mar '08

Hi All, After zooming into a ticket, there is the option of printing it off. I would like to edit the format of the pdf printout, I just want to add in an extra table row. I can't find where I can edit it though, has anyone any suggestions? Thanks. Emily

1 0

OTRS 2.2.5 Using Autologin?
by Glaab, Achim 05 Mar '08

05 Mar '08

Hello, I am using OTRS 2.2.5 on a Linux Computer running Apache 2.2.6. Actually I am authenticating my users against LDAP (Windows 2003 AD Domain). This is working quite well. Now I am looking for an auto login. Is there a possibility, to use the logged in user on a computer to auto login into otrs? I only found a very short description in the manual. But when I use AuthType Basic in apache, the apache will show a login window. Is there a possibility to login without this windows? (on windows based apache web servers I found a module called SSPI, but this is only working with Win32) Any help is appreciated Achim

2 2

SHA1 instead of MD5 for customer authentication
by Klaus Bruno 05 Mar '08

05 Mar '08

Hello Guys Is there any hack about authenticating customers against a stored sha1 hash instead the md5? Our customer database is storing the login credentials as sha1 hash (and it is used for other purposes too, so i cant change it). We want to use the same source of information so I must find a way to "hack" the code in that manner. AFAIK otrs is only capable to authenticate against plain or crypt passwords or the md5 hash. Any ideas about this? Thanks in advance. Regards, Bruce

1 0

Mail issues
by Wes Sothard 04 Mar '08

04 Mar '08

I am having issues with sending mail in and out of OTRS. I am able to send email notifications of new tickets created as well as Admin Notifications from within OTRS. However, I am not able to send updates to tickets from OTRS. I am also not able to get OTRS to pull my mail from my mail server. I have OTRS installed on an openSUSE 10.3 build using PostFix v2.4.5. I am able to email to the local otrs account on the mail server, but not able to pull the email from it with OTRS. For sending mail, under Framework::Core:::Sendmail, I have it set to SMTP as well as all of my information. If you need to see any config files, just let me know. Thank you very much in advance! Wes Sothard

1 1

Cant See My Queues
by Carlos A Cardona Gomez 04 Mar '08

04 Mar '08

Hi, I have OTRS 2.0.3 and I have this issue: I have 3 main queues that are cities here in Colombia (Medellín, Bucaramanga y Montería), there are tickets in sub-queues in each of these main queues, but in the queue view (first view when you log in) I can only see 2 of the main queues. I can't see the queue Montería. I have to use the search tool of OTRS to find tickets inside Montería. I even selected all the montería sub-queues as the ones I want to be notified about... it would be My Queues... but it still say there are 0 (zero) tickets. Any Idea? Thanx! -----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de otrs-request(a)otrs.org Enviado el: Martes, 04 de Marzo de 2008 04:07 p.m. Para: otrs(a)otrs.org Asunto: otrs Digest, Vol 56, Issue 10 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. perl or ITSM package problem? (Enrique Garcia Briones) 2. Notification Question (Julien CHAMPSEIX) 3. Re: I share my upgrading proc to 2.2.5 from 2.1.x (Nils Breunese (Lemonbit)) 4. Re: perl or ITSM package problem? (Nils Breunese (Lemonbit)) 5. RE: I share my upgrading proc to 2.2.5 from 2.1.x (Forms) 6. Mail issues (Wes Sothard) 7. Re: Send Mail (Nils Breunese (Lemonbit)) ---------------------------------------------------------------------- Message: 1 Date: Tue, 4 Mar 2008 12:59:00 -0600 From: "Enrique Garcia Briones" <egarcia(a)uadec.mx> Subject: [otrs] perl or ITSM package problem? To: otrs(a)otrs.org Message-ID: <20080304185510.M42005(a)uadec.mx> Content-Type: text/plain; charset=iso-8859-1 Hi, I just installed otrs in debian, and I release the software to be tested in my University, but, when one of the Administrators tried to install the ITSM package, it was showed this message: Software error: Can't locate object method "new" via package "XML::Parser::Lite" at /usr/share/otrs//Kernel/System/XML.pm line 781, <PRODUCT> line 236. For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. I tried to search in the archive files, it is hard without search tool. Any nice help would be greatly appreciated. Thanks in advance. Enrique -- Subcoordinacion de SysOp and Datacenter Coordinacion General de Tecnologias de Informacion y Comunicaciones UAdeC En el Bien fincamos el Saber ------------------------------ Message: 2 Date: Tue, 4 Mar 2008 20:06:27 +0100 From: "Julien CHAMPSEIX" <j.champseix(a)photoways.com> Subject: [otrs] Notification Question To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> Message-ID: <015601c87e2a$d95965e0$8c0c31a0$@champseix@photoways.com> Content-Type: text/plain; charset="us-ascii" Hi Guys, I would know if it's possible to use different sender for notification for a new ticket by each Queue. For example: For an queue called "prod" I would use sender toto(a)toto.com for notification for a new ticket. For an queue called "prod2" I would use sender toto2(a)toto.com for notification for a new ticket. Thx for all help! Regards, Julian.

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Send Mail
by Miguel Dias 04 Mar '08

04 Mar '08

Hy all, Can some one please help me to configure the send mail to otrs? I want to send e-mail from my local machine to for example Gmail account. I'm using opensuse. Thank you.

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I share my upgrading proc to 2.2.5 from 2.1.x
by Forms 04 Mar '08

04 Mar '08

Hi guys, Recently I upgrade my OTRS as follows: ( Basis: OTRS 2.1.x & FreeBSD 5.4 & Apache 2.1.4 & MySql 4.0.x ) 1 Download 2.2.5 version to temp area 2 Unzip 3 Move unziped files to production area 4 Stop crons & apache services to 2.1.x 5 Backup the 2.1.x data base the 2.1.x source code 6 Run the upgrade script cat DBUpdate-to-2.2.mysql.sql | mysql -p -f -u root DBotrs2.1.x I did not get any error message !!! 7 Run the SetPermissions.sh script as new 8 Modify front end as you need (DTL & PM files at Lite/Standard area and Language file at Kernel area) 9 Copy & Edit as you need base files from .dist version: Config.pm GenericAgent.pm Defaults.pm 10 Copy ticket counter file from OTRS-HOME-BACKUP-2.1.x/var/log/TicketCounter.log to new location 11 Restart crons & apache services to 2.1.x 12 Log in as root then go to Sysconfig to setup Framework & Ticket values I suggest go first to Core::Web => FrontEnd::ImagePath to get icon into front end as ending step: go to take a beer !!! Notice: I dont know if copying the ZZZFiles from 2.1.x backup could replace the step 12. I prefer set-up every issue at Sysconfig as I unknown if new issues were added to Sysconfig 2.2.5. Notice: The full procedure take 2 hours. Carlos México

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Notification Question
by Julien CHAMPSEIX 04 Mar '08

04 Mar '08

Hi Guys, I would know if it's possible to use different sender for notification for a new ticket by each Queue. For example: For an queue called "prod" I would use sender toto(a)toto.com for notification for a new ticket. For an queue called "prod2" I would use sender toto2(a)toto.com for notification for a new ticket. Thx for all help! Regards, Julian.

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Closed Ticket Notification
by Aleem Mohamed 04 Mar '08

04 Mar '08

Is there an option somewhere in OTRS that sends out an e-mail (i.e. from the the notification master) that informs users that a ticket has been closed ( i.e. informs people in the admins group). It would be nice to get a notification that tells you when one user has closed a ticket so you can review the solution. Thanks!

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script permission problem?
by Joe Ersinghaus 04 Mar '08

04 Mar '08

Well I posted this problem under "cron job failures" but I think it's really a permissions problem? If I try to execute "UnlockTickets.pl" for example in /opt/otrs/bin, as the otrs user, I get the "Can't locate Kernel/Config.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib blah blah blah" error. But if I execute it as root - it runs fine. This particular script is owned by "otrs" though. Most of the others are owned by "apache". (I'm running centos 5) A good systems admin could fix this, but I'm certainly not that. :) Help is appreciated. Joe -- Joe Ersinghaus Information Technology & Communications New Mexico Department of Agriculture/New Mexico State University MSC 3189, P.O. Box 30005 Las Cruces, NM, USA 88003-8005 Phone: (505) 646-7094 Fax: (505) 646-1841

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number of
by Daniele 04 Mar '08

04 Mar '08

On the basis of your suggestion I am developing a way to provide customers with a per queue custom form. I am developing a php set of forms using javascript to fit my customers needs. As soon as I finish I'll post my addition here in order to let you enjoy what I am doing with your support. (especially the great suggestion I received from Sune T. Tougaard and the availability that Shawn Beasley offered me) What I need now is a working information. Am I limited in the number of CustomerTicketMessage###TicketFreeText I can use? How many Ticket::Frontend::CustomerTicketMessage###TicketFreeText am I allowed to use? May I plan to use 48 different Ticket::Frontend::CustomerTicketMessage###TicketFreeText? Thank you in advance Daniele

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Survey Module 1.0.17
by Rene Abdon 04 Mar '08

04 Mar '08

Hi all, I install the survey module 1.0.17 and create a survey with question, all of this without problems, but how I send this to customers ? like, after a ticket closing. Is there a documentation about this ? tks. Rene Abdon. -- Esta mensagem foi verificada pelo sistema de antiv�rus e acredita-se estar livre de perigo.

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GenericAgent to Send Email / Notification
by Scott Thompson 03 Mar '08

03 Mar '08

Hello, I am trying what I believe to be a simple task with no luck. I am trying to run a GenericAgent and have it send notifications to Agents in my Queue just like the sample Escalation does. I would like to do it through the Interface instead of in the .pm file if possible. Any help greatly appreciated, I frustrated myself greatly trying to work through this. Thanks!

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Issues with WebMail
by Wes Sothard 03 Mar '08

03 Mar '08

I just loaded up the WebMail install and when I click on the icon, this is the return I get. How do I go about fixing this? ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Feb 29 22:16:15 2008 Message: Need UserWebMailIMAPHost Param Traceback (3394): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.5) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.5) Line: 1126 Module: Kernel::Modules::AgentWebMail::Run (v1.14) Line: 74 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 Thank you, Wes Sothard

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Re: [otrs] splitting tickets OTRS 2.2.5
by Andrew Meyer 03 Mar '08

03 Mar '08

-rw-rw-r-- 1 otrs2 nogroup 14 2008-03-03 08:44 TicketCounter.log Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/ -----Original Message----- ------------------------------ Message: 3 Date: Fri, 22 Feb 2008 19:44:45 +0100 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] splitting tickets OTRS 2.2.5 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <0285F42C-A5B7-4A2D-A40D-F9DB31AFEF67(a)lemonbit.nl> Content-Type: text/plain; charset=WINDOWS-1252; format=flowed; delsp=yes Andrew Meyer wrote: > When I try to split a ticket I get this message... > > Software error: > Can't write /var/www/otrs2/var/log/TicketCounter.log: at ../..// > Kernel/System/Ticket/Number/DateChecksum.pm line 87. > For help, please send mail to the webmaster (webmaster@localhost), > giving this error message and the time and date of the error. > Does the file exist? What are the permissions? Anything in the webserver logs? Nils Breunese.

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Missing data in fields when creating new user.
by Henti Smith 03 Mar '08

03 Mar '08

Hello everybody, I'm having a strange problem on a installation. When we trying to create a new user the page loads up to : "Valid:" on the page : There is no text field, nor drop-down. The rest of the page loads fine. when entering data leaving the "valid" field as is and clicking "Add" we get an error reading "Need UserFirstname!" This time to page loads all the fields except Valid. I poked around inside the template and saw that the output layout is called with $Text{"Valid"} and $Data{"ValidOption"} but I cannot find where $Data{"ValidOption"} is populated. Please keep in mind me perl is not very good. The installation was 2.2.4 and I have upgraded to 2.2.5, but still the same problem. Can somebody possibly shed some light on where I can look for more information to help me solve this? Regards Henti

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Problem installing ITSM
by Jason Hough 03 Mar '08

03 Mar '08

Getting the following error when trying to install the ITSMTicket-1.0.5 package: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Feb 29 09:48:27 2008 Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO package_repository (name, version, vendor, filename, content_size, content_type, content, install_status, create_time, create_by, change_time, change_by) VALUES ('ITSMTicket', '1.0.5', 'OTRS AG', 'ITSMTicket-1.0.5.xml', '213', 'text/xml', ?, 'not installed', current_timestamp, 1, current_timestamp, 1)' Traceback (6635): Module: Kernel::System::Package::RepositoryAdd (v1.67) Line: 263 Module: Kernel::System::Package::PackageInstall (v1.67) Line: 565 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.2) Line: 662 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 Anyone have any ideas I have tried uping the max_allowed_packet size..and this doesnt seem to do anything.. Please advise....Thanks for any help! Thanks, ******************************************* Jason Hough Network Administrator Phone: 517-272-5527 Michigan Department of Treasury GC Services

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Re: [otrs] How to implement OTRS
by Nils Breunese (Lemonbit) 03 Mar '08

03 Mar '08

Scott Edwardsen wrote: > We have OTRS installed and running. However, I am looking for > direction on how to use the software. I have used help desk systems > where tickets are created in the General Mailbox queue. The tickets > are then assigned to technicians by moving them out of the general > mailbox queue and putting them in the technician’s queue. It does > not appear that OTRS is designed to operate in this manner. This is > my understanding of how OTRS is suppose to work (please correct me > if I am wrong): > > 1. One or more agents are assigned to a queue > 2. Customer inputs ticket and assigns the ticket to a queue > 3. An agent sees the ticket and responds to the customer’s > request > 4. The ticket is then automatically locked > 5. The agent no longer sees the ticket in their queue because > the ticket is locked > 6. The agent then needs to unlock the ticket so it appears > back in the queue > > What is the best way to use OTRS? We have three different locations > with nine technicians. I would like customers to create tickets in > a general mailbox. I would then like to assign tickets to > individual technicians. > > Is there any documentation for a question like this? I tried > searching for documentation and I found the Admin Guide. Either I > missed the answer to this type of question or it isn’t there. There is no single best way to use OTRS. You could have your customers send mails to different addresses for different queues, or you could just use one address and move the tickets into the correct queue yourself. Usually you do not create a queue for every agent, but more for related tickets (say Sales, Support, etc.), but that is all up to you. (You can even use a hierarchy of subqueues.) When a ticket is locked by an agent, this means 'this agent is working on this ticket'. Typically the agent doesn't unlock the ticket after replying to the customer. The ticket stays locked by the agent that replied and when the customer responds, the agent that originally replied can work on it some more, etc. until the ticket is resolved and closed. An agent can click the 'Locked Tickets' button in the upper right to see the tickets that (s)he's working on. Nils Breunese.

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restoring a backup to a new OTRS install
by Andrew Meyer 03 Mar '08

03 Mar '08

A couple of weeks ago, my OTRS 2.0.4 installation crashed, and became completely unrecoverable. Luckily I had a backup from 3 days prior to it. It is a mysqldump. I was wondering if it was possible to restore this into mysql and then upgrade the database to 2.2.5 spec, do another mysql dump and restore to the new 2.2.5 install. If anyone can help me, can you give me the commands I will need to do? I am not very good at mysql. BTW - the new install is on a totally different server. I'm not sure if they are using the same name for the databases though. Andrew Meyer Unix Systems Administrator 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139

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How to implement OTRS
by Scott Edwardsen 02 Mar '08

02 Mar '08

How to implement OTRS We have OTRS installed and running. However, I am looking for direction on how to use the software. I have used help desk systems where tickets are created in the General Mailbox queue. The tickets are then assigned to technicians by moving them out of the general mailbox queue and putting them in the technician's queue. It does not appear that OTRS is designed to operate in this manner. This is my understanding of how OTRS is suppose to work (please correct me if I am wrong): 1. One or more agents are assigned to a queue 2. Customer inputs ticket and assigns the ticket to a queue 3. An agent sees the ticket and responds to the customer's request 4. The ticket is then automatically locked 5. The agent no longer sees the ticket in their queue because the ticket is locked 6. The agent then needs to unlock the ticket so it appears back in the queue What is the best way to use OTRS? We have three different locations with nine technicians. I would like customers to create tickets in a general mailbox. I would then like to assign tickets to individual technicians. Is there any documentation for a question like this? I tried searching for documentation and I found the Admin Guide. Either I missed the answer to this type of question or it isn't there. Thanks for the help. -Scott

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Help to install ORTS
by Alejandro Decchi 02 Mar '08

02 Mar '08

Hi ORTS Users thz to read my problem. I try to install otrs2 in my Debian #apt-get install otrs2 I have this error: dbconfig-common: otrs2 configure: ignoring errors from here forwards dbconfig-common: otrs2 configure: ignoring errors from here forwards This module does not exist! dpkg: error processing otrs2 (--configure): subprocess post-installation script returned error exit status 1 Can someone give me a help pls ? Thz Adecchi

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accessing OTRS from outside
by Andrew Meyer 02 Mar '08

02 Mar '08

We have our routers setup so that OTRS can be accessed from anywhere. But when we go to the web address http://helpdesk.company.com/otrs2.index.pl it doesn't work. Also, I can't get Apache to automatically go to that address. When you type in helpdesk internally, it goes to the otrs2 dir, but doesn't bring up the index.pl, not sure why. I have changed the settings in apache2.conf to make the default web dir /var/www/otrs2, I am on Debian 4.0r2. Thanks, Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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statistics in otrs 2.2.2
by swood 01 Mar '08

01 Mar '08

Somebody can prompt how correctly to make statistics in otrs? Namely, interests how basically to choose parameters? For example it is interesting to me, how many tickets the certain user has closed.. I need to choose What parameters and what restrictions? If it is possible, result screenshots. -- swood

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OTRS name change
by Andrew Meyer 29 Feb '08

29 Feb '08

When I get an email from OTRS saying I have an update or a ticket assigned to myself or someone else, It says OTRS Notification Master, where do I go to change that? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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Use forms for warranty repair
by djtzar 29 Feb '08

29 Feb '08

Hi , Fairly new at OTRS so please bear with me. Basically I want to find out if it is possible to create forms where you can fill in certain criteria based on warranty repair like "In Warranty Yes/No" "Serial Nr" etc etc. Now I have tried to wrap my mind around the Freetext fields but not sure where to begin or how to test , any suggestions/examples would be great ! TIA Danie

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