- otrs - OTRS mailing lists

How can I change the Green color?
by Miguel Dias 04 Feb '08

04 Feb '08

Hi all, I'm looking a location to change the Green color of the footer and the header: "#008000" I think. Any one know where I can do it. Thank You.

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Send email to notify customer that case is automaticly close by pending auto close
by Guyard Marc 04 Feb '08

04 Feb '08

Hi, It's possible to send a email to a customer to informe that his case is automaticly close by pending auto close ? I can send a email on state change but i want to send a email not for all ticket change but on special state with a custom email. It's possible ? Cordialement, Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com <mailto:m.guyard@orange-ftgroup.com> OBIANE 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com <http://www.orange-business.com/>

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Change TicketType via interface
by Guyard Marc 04 Feb '08

04 Feb '08

Hi, I search how to have the possibility to change the email ArticleType or the email FollowUp-ArticleType via the interface. In fact, i want this, because we want to specify a email as Internal when we received a email from an internal person if this reply is not viewable by the customer. Can you help me ? Thanks by advance. Cordialement, Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com <mailto:m.guyard@orange-ftgroup.com> OBIANE 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com <http://www.orange-business.com/>

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RE: [otrs] MS Exchange and POP3 access
by Phil Morris 04 Feb '08

04 Feb '08

> Even worst I just found out that > 1. requesting a pop3 email box will be refused 2. smtp access is > closed/blocked Really this is just sheer laziness. It is relatively easy to deploy limited and secure pop3 access using MS exchange. The pop3 server supplied with exchange is questionable (you may need them to play with it a little before it works ok for OTRS) but access to it can be very tighly controlled. They are just dodging the workload; produce a cost/benefit scenario for the cost of making the change to AD and exchange versus the cost of buying an IMAP compliant ticketing system!

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RE: [otrs] MS Exchange and POP3 access
by Sune T. Tougaard 04 Feb '08

04 Feb '08

On the Exchange server, they should be able to enable pop3 for just a specific account, only allowed access from a specific IP. But perhaps that's not "good enough" for the Exchange/Security admins, as pop3 goes from "disabled" to "enabled". Not allowing external pop3 access, may only mean that they prefer not having their users check private mailboxes from work. If any Perl hackers are listening, Win32::OLE or Mail::Outlook may be of assistance in accessing an Exchange mailbox via MAPI. Both, i think, requires a working Outlook/MAPI install on the server, though. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tcl Warrior Sent: 4. februar 2008 00:23 To: User questions and discussions about OTRS.org Subject: Re: [otrs] MS Exchange and POP3 access Yes you are right,the problem is I don't think they would agree (where I work) to open up POP3 access on the server. I really don't know much about mail protocols, but Since they seem to even block it to other external mail servers, I am guessing they think its a security risk maybe. Too much formality also! On Feb 3, 2008 10:43 PM, Nils Breunese (Lemonbit) <nils(a)lemonbit.nl <mailto:nils@lemonbit.nl> > wrote: Tcl Warrior wrote: > Apparently where I work pop3 access is blocked/closed. port 110 on > the mailserver is closed > I am also guessing that they are also blocking all pop3 access. I am > guessing so because I > create a free account at hotpop, just to be able to continue testing > and figuring out otrs, but I can't even > access this mail box. > > Any ideas? Will otrs provide tigher integration with MS exchange in > future releases something that maybe will > bypass the issue I am having above or will email retrieval always be > pop3? AFAIK Exchange supports POP3, but it needs to be explicitly enabled. Nils Breunese. _______________________________________________ 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/>

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RE: [otrs] MS Exchange and POP3 access
by Lars Jørgensen 04 Feb '08

04 Feb '08

> Even worst I just found out that > 1. requesting a pop3 email box will be refused > 2. smtp access is closed/blocked Not good if you want to use OTRS at all. > IMAP is said to be working thought! > I dont understand how IMAP can be working if SMTP is closed IMAP is for fetching mail, SMTP is for sending. > And I was told something very weird in the lines of that some ppl use pop3 to send emails, does this even make sense! No it doesn't. POP3 is only for fetching mail. Anybody tell you otherwise, that's the drugs talking. -- Lars

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Re: [otrs] MS Exchange and POP3 access
by Swen Wulf 04 Feb '08

04 Feb '08

It doesnt have to be pop3 all the time. You could also install sendmail on your otrs sever and use procmail / .forward to get the mail into otrs. I think this is described in the otrs manual or install documentation. Then you set up forwarding in exchange to forward mail to support(a)domain.com to support(a)otrs.domain.com. Of course your Exchange server needs to be able to find a MX record for otrs.domain.com. This will bing your mail into otrs. I run it this way for a couple of years now and have added other aliases (helpdesk(a)domain.com, abuse(a)domain.com) that are forwarded via exchange to their respective counterpart (helpdesk(a)otrs.domain.com, abuse(a)otrs.domain.com) and each goes into their own queue. Also if you work with whoever does the security at your place and you explain your need, they might add a specfic rule to allow port 110 from your particular IP address. Hope this helps, Swen -------------------------- Sent from my BlackBerry Wireless Handheld -----Original Message----- From: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Sun Feb 03 17:22:57 2008 Subject: Re: [otrs] MS Exchange and POP3 access Yes you are right,the problem is I don't think they would agree (where I work) to open up POP3 access on the server. I really don't know much about mail protocols, but Since they seem to even block it to other external mail servers, I am guessing they think its a security risk maybe. Too much formality also! On Feb 3, 2008 10:43 PM, Nils Breunese (Lemonbit) <nils(a)lemonbit.nl> wrote: Tcl Warrior wrote: > Apparently where I work pop3 access is blocked/closed. port 110 on > the mailserver is closed > I am also guessing that they are also blocking all pop3 access. I am > guessing so because I > create a free account at hotpop, just to be able to continue testing > and figuring out otrs, but I can't even > access this mail box. > > Any ideas? Will otrs provide tigher integration with MS exchange in > future releases something that maybe will > bypass the issue I am having above or will email retrieval always be > pop3? AFAIK Exchange supports POP3, but it needs to be explicitly enabled. 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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MS Exchange and POP3 access
by Tcl Warrior 03 Feb '08

03 Feb '08

Apparently where I work pop3 access is blocked/closed. port 110 on the mailserver is closed I am also guessing that they are also blocking all pop3 access. I am guessing so because I create a free account at hotpop, just to be able to continue testing and figuring out otrs, but I can't even access this mail box. Any ideas? Will otrs provide tigher integration with MS exchange in future releases something that maybe will bypass the issue I am having above or will email retrieval always be pop3? Sincerely Ali

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WebMail probleme: Can't locate object method _fix_folder_name
by Marcus Sobchak <lists＠localguru.de> 03 Feb '08

03 Feb '08

Hello, when calling the WebMail paket I get the following error message: Can't locate object method "_fix_folder_name" via package "FileHandle" at /usr/share/otrs/Kernel/cpan-lib/Mail/IMAPTalk.pm line 1051, <PRODUCT> line 1316. I'm trying to check a cyrus imap account. system: OTRS 2.2.4 backport form testing running on a Debian/etch box. Ciao!

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RE: [otrs] Notifications
by Lars Jørgensen 01 Feb '08

01 Feb '08

> I'd disable the other one, as there could be other types of notes > added to a ticket and the owner would not receive a notification. Of > course, that could be the way you want it to be. I see your point but the most important thing is to inform agents that they have new tickets assigned to them. I can disable the Agent::NewTicket in the preferences. Where do I disable Agent::AddNote? And now that I am looking into notifications I discover another oddity: 1. The supervisor assigns a ticket to Eve 2. Eve solves the ticket and closes it. 3. The customer replies with follow-up. 4. The ticket is re-opened and an Agent::FollowUp notification is sent to Adam Why Adam? He had nothing to do with that ticket. -- Lars

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Notifications
by Lars Jørgensen 01 Feb '08

01 Feb '08

Hi. Our Agents are getting swamped in notifications. When a supervisor assigns a ticket to an agent, they get an Agent::OwnerUpdate. Since the supervisor is required to enter a note on the ticket when assigning ownership of the tickey, the agent also gets an Agent::AddNote notification. Which contains exactly the same info as the Agent::OwnerUpdate since the note is also included there. I can control some notifications in the Agent preferences, but not all. Is there some way to suppres til Agent::AddNote notification? Ideally I would like both to work but if agents have to receive two near-identical emails when they're assigned a ticket, I will have to do without one of them and that would be the Agent::AddNote. -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

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Mails are not coming to OTRS inbox
by vimal pillai 01 Feb '08

01 Feb '08

hi, Mails are not coming to OTRS inbox .When i checked the otrs.log i saw the message [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running Can anyone help plz>how cai solve this problem. regards, Vimal.P

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Search - using Ticket free text
by vimal pillai 01 Feb '08

01 Feb '08

Hi all, I have added six ticketfreetext.But for me, only the first two is appearing in search window as search criterion.so now i can search with only the first two ticketfreetext i have added.My requirement is i need to search with all the six ticketfreetext i have added.I want all the six tickefreetext to appear in search window as search criterion. How can i make it possible.Your help would be really appreciated. Regards Vimal

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RE: [otrs] pre-sales oriented
by Sune T. Tougaard 01 Feb '08

01 Feb '08

This pretty much sums it up i think. As mentioned earlier, i don't know much perl, html or javascript so the code may (most likely) suck bigtime. But it appears to work as i'd like it to. I wanted to change as little of the original code as possible. The only file that needs changing is "<OTRS_CONFIG_Home>/Kernel/Output/HTML/<themename>/CustomerTicketMessage.dtl " My original plan was to put this in separate files, and then include them as needed, with some check on the customers groups, so i could display different forms for different customers, but i haven't gotten that far yet. Here goes... Add the following function to script area of the "CustomerTicketMessage.dtl" file. ** // Function to put form fields into the textarea body. function replaceBody(theForm) { var bodyContent = ""; var formElement = theForm.elements; for(i=0; i<formElement.length; i++) { // All form fields that we want, are prefixed with "CustForm_". if (formElement[i].name.match("CustForm_") == "CustForm_") { // But we don't really want it shown in the ticket. Remove it. formElement[i].name = formElement[i].name.replace(/^CustForm_/, ""); // Show the field name and its value on its own line. bodyContent = bodyContent + formElement[i].name + ': ' + formElement[i].value + '\r\n'; } } // Replace the hidden "Body" area with the contents of the form fields. document.compose.Body.value = bodyContent; // Return original submit function. return submit_compose(); } ** And in the same file, find the lines: ** <td class="contentkey">$Text{"Text"}:</td> <td class="contentvalue"> <textarea name="Body" rows="15" cols="$Config{"Ticket::Frontend::TextAreaNote"}" wrap="$Env{"BrowserWrap"}">$QData{"Body"}</textarea> ** Replace those with: ** <input type="hidden" name="Body" value="$QData{"body"}"> <td class="contenthead">Who are you?</td> <td class="contentvalue"> <tr> <td class="contentkey">Name:</td> <td class="contentvalue"><input type='text' name='CustForm_Name' id='CustForm_Name' size='70' value=''></td> </tr> <tr> <td class="contentkey">Company:</td> <td class="contentvalue"><input type='text' name='CustForm_Company' id='CustForm_Company' size='70' value=''></td> </tr> ** And in the line: ** <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return submit_compose();"> ** Replace "submit_compose();" with "replaceBody(this.form);" That should be it, more or less... You can of course add other fields as necessary. As long as the field names are prefixed with "CustForm_", the script should be able to get the contents. Dunno how it handles radio buttons, checkboxes, dropdown selects and that kind of stuff, though. You are of course doing this at your own "risk", even though it should be pretty harmless. :-) I'm runnin otrs 2.2.4 on windows, by the way. Shouldn't matter much, though. Hope that helps. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Miguel Dias Sent: 29. januar 2008 18:34 To: User questions and discussions about OTRS.org Subject: Re: [otrs] pre-sales oriented Ok thank you 2008/1/29, Sune T. Tougaard <stt(a)lyngsoesystems.com <mailto:stt@lyngsoesystems.com> >: I've (almost) made a simple (maybe too simple) html forms based interface for the customer interface, instead of the textarea. Been looking a bit into a few wysiwyg editors to replace the textarea, and the way most of them are implemented, gave me the idea to just make the textarea "Body" a hidden input type, and then just filling that hidden input with the contents of the form on submit. Client-side and relies on javascript, but i think that the standard interface also is (please correct me if i'm wrong). The ticket ends up looking as a plain-text ticket, but that doesn't matter, as long as the input-phase is appealing to the customer. Don't know much html, perl or javascript, but still i managed to do it, so almost anyone should be able to. I can share, if you like, but i'd like to clean it up a bit first... ;-) -- /Sune _____ From: otrs-bounces(a)otrs.org <mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org <mailto:otrs-bounces@otrs.org> ] On Behalf Of Miguel Dias Sent: 29. januar 2008 16:27 To: User questions and discussions about OTRS.org Subject: Re: [otrs] pre-sales oriented Ok, And there is any way to have one template that can be charged on new ticked for example: Name:____ Company:____ Machine:___ Serial number:___ I'm trying to implement OTRS to my company, and I would like to make it so customized as possible. Best Regards. 2008/1/29, Nils Breunese (Lemonbit) <nils(a)lemonbit.nl <mailto:nils@lemonbit.nl> >: Miguel Dias wrote: > I have read in the offical site that the OTRS was pre-sales oriented > can some one tell me how. The site says: "The system is built to allow your support, sales, pre- sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries." OTRS is not specifically targeted at pre-sales, that's just an example of what you can use it for. > And if there is any template that I can use for ticket instead of > plain text I don't believe OTRS supports HTML mail out of the box. Nils Breunese. _______________________________________________ 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/> _______________________________________________ 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/>

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Re: [otrs] Clarification on LDAP authentication.
by Shawn Beasley 01 Feb '08

01 Feb '08

Hi Adam schrieb: > Ok, so it appears I have it "working" with an AD forest. > > I wanted to clarify what it does. > > So, when someone goes to the customer.pl or index.pl website, even if they are logged into their computer with a AD domain user, the website will STILL prompt them for a username and password? Or does it automatically authenticate them? > > You can do both, theoretically. The standard usage will only authenticate the users entry based on their AD credentials > If you have to provide a login and password, is it your domain username (as it appears to be) and then instead of them having to store their password information in a SQL database, its just stored on the AD domain? > > Correct! For Agents, the login information (username, email, first name, lastname) will be stored in the system_user table, but the password will be verified by the AD. For customers, all the user information will be called up every time. This can be cached, but it will not be written in the DB. > Also, if the AD domain requires an account to access it, does this account have to have "privileges" to the ldap server? Or can it just be a user? > > It only has to be a memeber, becuase all AD users can search the AD. > Also, do I have to create EACH user within OTRS in order for an LDAP user to log in? > > No. -- 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/ _______________________________________________ OTRS 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 Jeff 01 Feb '08

01 Feb '08

It does say that Compress::Zlib is installed ok. However, it returns the following between XML::Parser and PDF::API2: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/Scalar/Util.pm line 30, <DATA> line 228. Jeff ----- Original Message ----- From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: Saturday, January 19, 2008 7:37 PM Subject: Re: [otrs] Zlib uncompress error > Jeff 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... > > Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is > installed ok? > > 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/ > > __________ NOD32 2807 (20080119) Information __________ > > This message was checked by NOD32 antivirus system. > http://www.eset.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] Clarification on LDAP authentication.
by Lars Jørgensen 01 Feb '08

01 Feb '08

> So, when someone goes to the customer.pl or index.pl website,=20 > even if they are > logged into their computer with a AD domain user, the website=20 > will STILL > prompt them for a username and password? Or does it automatically > authenticate them? They will still get prompted. > If you have to provide a login and password, is it your=20 > domain username (as it > appears to be) and then instead of them having to store their password > information in a SQL database, its just stored on the AD domain? Yes. OTRS sends the entered username and password to the LDAP server for = verification. OTRS does not store usernames or passwords locally. > Also, if the AD domain requires an account to access it, does=20 > this account > have to have "privileges" to the ldap server? Or can it just=20 > be a user? Any user will do. > Also, do I have to create EACH user within OTRS in order for=20 > an LDAP user to log in? CUSTOMERS: No.=20 AGENTS: Yes. Don't enter password information. --=20 Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS 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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Zlib uncompress error
by Jeff 01 Feb '08

01 Feb '08

I'm getting the following error when I try to print a ticket from the customer's zoom ticket page: Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] Any ideas what might be causing this? Yum says Zlib is up to date. I thought that perhaps customer.pl was sending an extra "&" to name.pm.... Thanks in advance for any help... _______________________________________________ OTRS 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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Customer can't see tickets submitted via e-mail
by Paddy 01 Feb '08

01 Feb '08

Hello, I seem to be stumped on this one. If a customer submits a ticket via e-mail it arrives in a queue and that part works. However, if the customer logs into the customer.pl interface they cannot see that ticket. They can search for it via the ticket number but it doesn't show up under "My Tickets". If the customer submits a ticket through the customer.pl interface it *does* show up under "My Tickets". I looked at the tickets table in the database and noticed that the tickets submitted via e-mail set customer_id and customer_user_id to the e-mail address (ie. user(a)domain.com) When submitting a ticket from the customer.pl interface customer_id is set to the e-mail address but customer_user_id is set to the login name (so rather than user(a)domain.com it's just user). So it seems that the "My Tickets" section only shows tickets where customer_user_id equals my login name. I am doing ldap authentication and data mapping against AD and I will post the relevant sections of my Config.pm below. Any ideas on how to work around this? ----------------------- $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'server.domain.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users,ou=Domain,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=user,ou=Users,ou=Domain,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; # Customer Data settings # ---------------------------------------------------- # $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'server.domain.com', BaseDN => 'ou=Users,ou=Domain,dc=domain,dc=com', SSCOPE => 'sub', UserDN => 'cn=otrs,ou=Users,ou=Domain,dc=domain,dc=com', UserPw => 'password', AlwaysFilter => '', Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type ['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', 1, 1, 'var' ], ], ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs _______________________________________________ OTRS 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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Clarification on LDAP authentication.
by Nielson, Adam 01 Feb '08

01 Feb '08

Ok, so it appears I have it "working" with an AD forest. I wanted to clarify what it does. So, when someone goes to the customer.pl or index.pl website, even if they = are logged into their computer with a AD domain user, the website will STIL= L prompt them for a username and password? Or does it automatically authen= ticate them? If you have to provide a login and password, is it your domain username (as= it appears to be) and then instead of them having to store their password = information in a SQL database, its just stored on the AD domain? Also, if the AD domain requires an account to access it, does this account = have to have "privileges" to the ldap server? Or can it just be a user? Also, do I have to create EACH user within OTRS in order for an LDAP user t= o log in? Thank you, Adam Nielson _______________________________________________ OTRS 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] Zlib uncompress error
by Nils Breunese (Lemonbit) 01 Feb '08

01 Feb '08

Jeff 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... Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is installed ok? 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/ _______________________________________________ OTRS 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] OTRS support for virtual sites
by Richard Hinkamp - BeSite 01 Feb '08

01 Feb '08

I think is would be possible. You would need to change some OTRS code though. You could have per site an index.pl which loads OTRS from a shared location. You would have to create a way to tell OTRS where to find the config for this specific install. Same thing must be done for customer.pl and faq.pl etc and for every script you may want to run (pop3 fetching, pending jobs, etc). If you can code perl, I think it will be possible to achieve this. Wouldn't know if my theory works in practice, so no guarantees! ;) Regards, RIchard _______________________________________________ OTRS 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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Error creating new customer account
by Ceri 01 Feb '08

01 Feb '08

Hi, I am trying out OTRS to see if it fits our needs for a helpdesk system. However I am running into a problem when I try to create a new customer account via customer.pl. When I hit create I get the following error: Software error: IO::Handle: bad open mode: >: at /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/MIME/Entity.pm line 1925 It looks like the user account has been created because If I go back and try again it tells me that the account already exists. I am running on Red Hat Enterprise Linux ES release 3 (Taroon Update 4) perl -v shows Summary of my perl5 (revision 5.0 version 8 subversion 0) configuration: Platform: osname=linux, osvers=2.4.21-14.elsmp, archname=i386-linux-thread-multi uname='linux tweety.build.redhat.com 2.4.21-14.elsmp #1 smp wed apr 14 18:55:47 edt 2004 i686 i686 i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -march=i386 -mcpu=i686 -Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Dotherlibdirs=/usr/lib/perl5/5.8.0 -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -march=i386 -mcpu=i686', cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.2.3 20030502 (Red Hat Linux 3.2.3-42)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lpthread -lc -lcrypt -lutil perllibs=-lnsl -ldl -lm -lpthread -lc -lcrypt -lutil libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic -Wl,-rpath,/usr/lib/perl5/5.8.0/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS USE_LARGE_FILES PERL_IMPLICIT_CONTEXT Locally applied patches: MAINT18379 Built under linux Compiled at Oct 5 2004 13:02:53 @INC: /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 The output from otrs.checkModules shows CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... not installed! (for PDF output - not required) Compress::Zlib ... not installed! (for PDF output - not required) So i dont think that I am missing anything there. perl -cw bin/cgi-bin/index.pl perl -cw bin/PostMaster.pl perl -cw bin/cgi-bin/installer.pl all show syntax OK Could anyone point me in the right direction. Cheers Ceri -- Ceri Townsend Systems Administrator cerit(a)teleord.co.uk _______________________________________________ OTRS 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] Clarification on LDAP authentication.
by Shawn Beasley 01 Feb '08

01 Feb '08

Hi Adam schrieb: > Ok, so it appears I have it "working" with an AD forest. > > I wanted to clarify what it does. > > So, when someone goes to the customer.pl or index.pl website, even if they are logged into their computer with a AD domain user, the website will STILL prompt them for a username and password? Or does it automatically authenticate them? > > You can do both, theoretically. The standard usage will only authenticate the users entry based on their AD credentials > If you have to provide a login and password, is it your domain username (as it appears to be) and then instead of them having to store their password information in a SQL database, its just stored on the AD domain? > > Correct! For Agents, the login information (username, email, first name, lastname) will be stored in the system_user table, but the password will be verified by the AD. For customers, all the user information will be called up every time. This can be cached, but it will not be written in the DB. > Also, if the AD domain requires an account to access it, does this account have to have "privileges" to the ldap server? Or can it just be a user? > > It only has to be a memeber, becuase all AD users can search the AD. > Also, do I have to create EACH user within OTRS in order for an LDAP user to log in? > > No. -- 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/ _______________________________________________ OTRS 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 Jeff 01 Feb '08

01 Feb '08

It does say that Compress::Zlib is installed ok. However, it returns the following between XML::Parser and PDF::API2: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/Scalar/Util.pm line 30, <DATA> line 228. Jeff ----- Original Message ----- From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: Saturday, January 19, 2008 7:37 PM Subject: Re: [otrs] Zlib uncompress error > Jeff 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... > > Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is > installed ok? > > 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/ > > __________ NOD32 2807 (20080119) Information __________ > > This message was checked by NOD32 antivirus system. > http://www.eset.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] Clarification on LDAP authentication.
by Lars Jørgensen 01 Feb '08

01 Feb '08

> So, when someone goes to the customer.pl or index.pl website,=20 > even if they are > logged into their computer with a AD domain user, the website=20 > will STILL > prompt them for a username and password? Or does it automatically > authenticate them? They will still get prompted. > If you have to provide a login and password, is it your=20 > domain username (as it > appears to be) and then instead of them having to store their password > information in a SQL database, its just stored on the AD domain? Yes. OTRS sends the entered username and password to the LDAP server for = verification. OTRS does not store usernames or passwords locally. > Also, if the AD domain requires an account to access it, does=20 > this account > have to have "privileges" to the ldap server? Or can it just=20 > be a user? Any user will do. > Also, do I have to create EACH user within OTRS in order for=20 > an LDAP user to log in? CUSTOMERS: No.=20 AGENTS: Yes. Don't enter password information. --=20 Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS 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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Zlib uncompress error
by Jeff 01 Feb '08

01 Feb '08

I'm getting the following error when I try to print a ticket from the customer's zoom ticket page: Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] Any ideas what might be causing this? Yum says Zlib is up to date. I thought that perhaps customer.pl was sending an extra "&" to name.pm.... Thanks in advance for any help... _______________________________________________ OTRS 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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Customer can't see tickets submitted via e-mail
by Paddy 31 Jan '08

31 Jan '08

Hello, I seem to be stumped on this one. If a customer submits a ticket via e-mail it arrives in a queue and that part works. However, if the customer logs into the customer.pl interface they cannot see that ticket. They can search for it via the ticket number but it doesn't show up under "My Tickets". If the customer submits a ticket through the customer.pl interface it *does* show up under "My Tickets". I looked at the tickets table in the database and noticed that the tickets submitted via e-mail set customer_id and customer_user_id to the e-mail address (ie. user(a)domain.com) When submitting a ticket from the customer.pl interface customer_id is set to the e-mail address but customer_user_id is set to the login name (so rather than user(a)domain.com it's just user). So it seems that the "My Tickets" section only shows tickets where customer_user_id equals my login name. I am doing ldap authentication and data mapping against AD and I will post the relevant sections of my Config.pm below. Any ideas on how to work around this? ----------------------- $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'server.domain.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users,ou=Domain,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=user,ou=Users,ou=Domain,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; # Customer Data settings # ---------------------------------------------------- # $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'server.domain.com', BaseDN => 'ou=Users,ou=Domain,dc=domain,dc=com', SSCOPE => 'sub', UserDN => 'cn=otrs,ou=Users,ou=Domain,dc=domain,dc=com', UserPw => 'password', AlwaysFilter => '', Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type ['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', 1, 1, 'var' ], ], ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs

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PostMaster Filter, Match and Set more than one value
by Jeff Hummel 31 Jan '08

31 Jan '08

Is it possible to use a Postmaster Filter to match, and set, more than one value? I am using a filter to match "Name:" in the body and grab any text to the right with a regexp. I am then setting an OTRS-Header with the value of the regexp by using [***]. Example: Match Header1: Body Value: Name: (.*) Set Header 1: X-OTRS-TicketValue1 Value: [***] This works great for the one item. However, I need to match and set more than one item. Is it possible to increment [***]? Or is there another method that would achieve the same outcome? We have a web form submitting tickets to our OTRS 2.2.4 installation. The form submits a series of fields from the form in the body of an email, ie: Name: Some Person Address: Some Address Phone: 123.123.1234 What I would like to do is match each of these fields, pull the text from the right of each of these fields, then populate the freefields for the ticket such as Name: value to X-OTRS-TicketValue1, Address: value to X-OTRS-TicketValue2, Phone: value to X-OTRS-TicketValue3. ======================================================================== Jeff Hummel ========================================================================

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RE: [otrs] pre-sales oriented
by Sune T. Tougaard 31 Jan '08

31 Jan '08

The last time i tried to attach something to this list, the mail never made it to the list, so i'm just putting it in the body. Here is my complete "<OTRS_CONFIG_Home>/Kernel/Output/HTML/<themename>/CustomerTicketMessage.dtl ": # -- # CustomerTicketMessage.dtl - provides HTML form for customer message # Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/ # -- # $Id: CustomerTicketMessage.dtl,v 1.10 2007/06/18 09:33:57 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # --  <script language="JavaScript" type="text/javascript">  else if (document.compose.$Data{"TicketFreeTextField"}.value == "") { alert('$JSText{"A required field is:"} ' + document.compose.$Data{"TicketFreeKeyField"}.value + '!'); document.compose.$Data{"TicketFreeTextField"}.focus(); return false; }  else { return true; } } // Function to put form fields into the textarea body. function replaceBody(theForm) { var bodyContent = ""; var formElement = theForm.elements; for(i=0; i<formElement.length; i++) { // All form fields that we want, are prefixed with "CustForm_". if (formElement[i].name.match("CustForm_") == "CustForm_") { // But we don't really want it shown in the ticket. Remove it. formElement[i].name = formElement[i].name.replace(/^CustForm_/, ""); // Show the field name and its value on its own line. bodyContent = bodyContent + formElement[i].name + ': ' + formElement[i].value + '\r\n'; } } // Replace the hidden "Body" area with the contents of the form fields. document.compose.Body.value = bodyContent; // Return original submit function. return submit_compose(); } //--> </script> <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td class="mainhead"> $Env{"Box0"}$Text{"new ticket"}$Env{"Box1"} </td> </tr> <tr> <td class="mainbody"> <br> <table border="0" width="680" align="center" cellspacing="0" cellpadding="4"> <tr> <td colspan="2" class="contenthead">$Text{"Options"}</td> </tr> <tr> <td class="contentbody"> <form action="$Env{"CGIHandle"}" method="post" name="compose" enctype="multipart/form-data"> <input type="hidden" name="Action" value="$Env{"Action"}"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="Expand" value=""> <input type="hidden" name="FormID" value="$QData{"FormID"}"> <table border="0">  <tr> <td class="contentkey">$Text{"Type"}:</td> <td class="contentvalue"> $Data{"TypeStrg"}</td> </tr>  <tr> <td width="15%" class="contentkey">$Text{"To"}:</td> <td width="85%" class="contentvalue"> $Data{"ToStrg"} <font color="red" size="-2">$Text{"$Data{"Queue invalid"}"}</font> </td> </tr> <tr> <td class="contentkey">$Text{"Subject"}:</td> <td class="contentvalue"> <input type="text" name="Subject" value="$QData{"Subject"}" size="70"> <font color="red" size="-2">$Text{"$Data{"Subject invalid"}"}</font> </td> </tr>  <tr> <td class="contentkey">$Text{"Service"}:</td> <td class="contentvalue"> $Data{"ServiceStrg"}</td> </tr>   <tr> <td class="contentkey">$Text{"SLA"}:</td> <td class="contentvalue"> $Data{"SLAStrg"}</td> </tr>  <tr>  <input type="hidden" name="Body" value="$QData{"body"}"> <td class="contenthead">Who are you?</td> <td class="contentvalue"> <tr> <td class="contentkey">Name:</td> <td class="contentvalue"><input type='text' name='CustForm_Name' id='CustForm_Name' size='70' value=''></td> </tr> <tr> <td class="contentkey">Company:</td> <td class="contentvalue"><input type='text' name='CustForm_Company' id='CustForm_Company' size='70' value=''></td> </tr> <font color="red" size="-2">$Text{"$Data{"Body invalid"}"}</font> </td> </tr> <tr> <td class="contentkey">$Text{"Attachment"}:</td> <td class="contentvalue"> <table cellspacing="0" cellpadding="0" width="400">  <tr> <td>$QData{"Filename"}</td> <td>$QData{"Filesize"}</td> <td align="right"> <input class="button" type="submit" name="AttachmentDelete$QData{"FileID"}" value="$Text{"Delete"}"> </td> </tr>  <tr> <td colspan="2"><input name="file_upload" type="file" size="40" class="fixed"></td> <td align="right"> <input class="button" type="submit" name="AttachmentUpload" value="$Text{"Attach"}"> <a name="attachment"></a> </td> </tr> </table> </td> </tr>  <tr> <td class="contentkey">$Text{"Priority"}:</td> <td class="contentvalue"> $Data{"PriorityStrg"}</td> </tr>   <tr> <td class="contentkey">$Data{"TicketFreeKeyField"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField"}</td> </tr>  # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField1"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField1"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField2"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField2"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField3"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField3"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField4"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField4"}</td> # </tr>  <tr> <td class="contentkey">$Text{"$QData{"TicketFreeTimeKey"}"}:</td> <td class="contentvalue">$Data{"TicketFreeTime"}</td> </tr>  # <tr> # <td class="contentkey">$Text{"$Config{"TicketFreeTimeKey1"}"}:</td> # <td class="contentvalue">$Data{"TicketFreeTime1"}</td> # </tr> # <tr> # <td class="contentkey">$Text{"$Config{"TicketFreeTimeKey2"}"}:</td> # <td class="contentvalue">$Data{"TicketFreeTime2"}</td> # </tr> </table> </td> </tr> <tr> <td class="contentfooter">  <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return replaceBody(this.form);"> </td> </tr> </table> </form> <br> </td> </tr> </table>  And the result after submitting and viewing a ticket: From: Sune T. Tougaard <removed> To: Raw Subject: TypedSubject Name: TypedName Company: TypedCompany Hope it helps this time. -- /Sune ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Miguel Dias Sent: 31. januar 2008 15:33 To: User questions and discussions about OTRS.org Subject: Re: [otrs] pre-sales oriented I do all of the lines and I steel have the problem. 1- I have selected a queue in the "To:" 2- the missing space was a error of copy paste 3- I have put the line just like you have and nothing happens When you do the changes to your DTL you can still create a ticket? Can you please send me your modified DTL file and I will see if it works. Thankyou 2008/1/31, Sune T. Tougaard <stt(a)lyngsoesystems.com>: First of all, make sure that you have selected a queue in the "To:" dropdown box. Otherwise you'll get an "*Invalid" message. Second, in the line: <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="returnreplaceBody(this.form);"> You may be missing a space between "return" and "replaceBody". Third, in the line: <select name="Dest" I think there should be some more content... Mine looks like this: <select name="Dest" onchange="document.compose.Expand.value='3'; document.compose.submit(); return false;"> I don't know if it's because of an incomplete copy-paste into this mail, or if it is indeed missing from the page output. (i do not see this line directly in the dtl file, but in the page output) Let me know if you need a complete dtl file. -- /Sune ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Miguel Dias Sent: 31. januar 2008 11:03 To: User questions and discussions about OTRS.org Subject: Re: [otrs] pre-sales oriented So I made the changes and it is what I want but the new problem now is SUBMIT the ticket. I always have *invalid underneath of options. Can please some one help me? Here is my code: [STT] [...cut...] _______________________________________________ OTRS 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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Windows Install - Service Unavailable
by Tcl Warrior 31 Jan '08

31 Jan '08

Service Unavailable Okay, I am trying to install otrs on a windows 2003, IIS6, Sql2005 and Activestate Perl. So what I did was. 1) I Downloaded the source install for window from http://ftp.otrs.org/pub/otrs/otrs-2.2.5.zip 2) I used the mssql scripts inside it to create the otrs database, I changed all references in the scripts from system_user to systen_users since mssql complained that system_user is a key word. 3) I prepared the necessary IIS virtual directories as described in the otrs faq ( http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=123 ) 4) I donwloaded and install per Activestate 5.8 and installed all the extra packages for otrs ( okay to do this i kinda cheated I downloaded and installed using the windows installer on a different machine copied the packaged folder from it and used as a repository and installed all the extra packages from it, this is atfer i failed to get all the extra packages for perl 5.10 5) Created the Config.pm file and fixed it according the instructions here http://www.mail-archive.com/otrs@otrs.org/msg20036.html 6) Downloaded, installed and started cronw (cron for windows) - I didnt do much else, this is the step i have most doubts about, since i didnt modify anything in the otrs files to point to cron or anything in cron to point to otrs I think this is all, but sadly it failled http://localhost/otrs/index.pl return a page with the message Service Unavailable I am for now out of ideas! I dont know why the official documentation dont describe the manual install for windows since I am sure many ppl will want to install otrs under the same setup that I have, the windows setup easy as it is, is only for mysql and apache! I have to use windows and sql 2005, its our company standard, I dont have a choice. If someone can supply simple steps, or if the developers can fix the official docs, it will be strongly appreciated

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RE: [otrs] pre-sales oriented
by Sune T. Tougaard 31 Jan '08

31 Jan '08

First of all, make sure that you have selected a queue in the "To:" dropdown box. Otherwise you'll get an "*Invalid" message. Second, in the line: <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="returnreplaceBody(this.form);"> You may be missing a space between "return" and "replaceBody". Third, in the line: <select name="Dest" I think there should be some more content... Mine looks like this: <select name="Dest" onchange="document.compose.Expand.value='3'; document.compose.submit(); return false;"> I don't know if it's because of an incomplete copy-paste into this mail, or if it is indeed missing from the page output. (i do not see this line directly in the dtl file, but in the page output) Let me know if you need a complete dtl file. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Miguel Dias Sent: 31. januar 2008 11:03 To: User questions and discussions about OTRS.org Subject: Re: [otrs] pre-sales oriented So I made the changes and it is what I want but the new problem now is SUBMIT the ticket. I always have *invalid underneath of options. Can please some one help me? Here is my code: [STT] [...cut...]

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LDAP auth works; one more question about SSO
by Nielson, Adam 30 Jan '08

30 Jan '08

Hello all, My message appears to have not hit the distribution list... So I am resending it.... So, I have OTRS working to authenticate with an AD domain. I understand you can use SSO through apache. I have apache loading: " LoadModule authnz_ldap_module modules/mod_authnz_ldap.so " I have put in Config.pm: " $Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth'; " and " $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::HTTPBasicAuth'; " So, my question is, can you authenticate against an AD domain (ldap) like I have working now, *AND* use SSO? If I am using SSO, can I NOT use LDAP authentication? I am just trying to make it so users in the AD domain don't have to put in their log in information at all. Can you do this? If you can, what am I doing wrong? Am I missing something in OTRS, or is it in Apache? Thank you, Adam Nielson

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RE: [otrs] changing Logo
by Lars Jørgensen 30 Jan '08

30 Jan '08

> Please can some one tell me how can I change Logo > <td width="120" class="header"> LOGO </td> > what changes I should do to put a picture??? <td width="120" class="header"> <img border="0" src="$Env{"Images"}your_logo.gif"> </td> And put your_logo.gif in /opt/otrs/var/httpd/htdocs/images/Standard (Actually, $Env{"Images"} should follow your theme and not always point to "Standard", but maybe I'm doing something wrong. I've been known to do that.) -- Lars

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changing Logo
by Miguel Dias 30 Jan '08

30 Jan '08

Please can some one tell me how can I change Logo <td width="120" class="header"> LOGO </td> what changes I should do to put a picture??? Best Regards

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RE: [otrs] Automatic listing of customer data
by Lars Jørgensen 30 Jan '08

30 Jan '08

> So my question is; Is that the way it works? Or > should it query AD when I click on the Customer page > automatically and show me everything without having to > perform a wildcard search? That's the way it works. Why do you want to see a list of customers anyway? It could be pretty big. > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], If you add 'sn' and 'phone' to this list, you can also do searches on last names and phone numbers when trying to pick a customer for a new phone ticket. -- Lars

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RE: [otrs] Customer Info clickable VNC
by Lars Jørgensen 30 Jan '08

30 Jan '08

> Is there a way for me to make a link in the Agent Frontend - Customer > Info with information from my LDAP-server. > I have IP-information in my LDAP-server want to show the info > on Agent > Frontend - Customer Info and to make it prefix with > "tn3270://" to use > with VNC. The link is not hard to make, but I have no idea how to get the needed LDAP-data into the link. hopefylle somebody else can help. We needed to have pictures of the customers and it's basically the same thing. Create a new theme as specified in the manual (if you don't want problems upgradring OTRS) or edit the existing file: Kernel/Output/HTML/theme_name/AgentTicketZoom.dtl. I put the pictures close to the customer info (look for the <img>-tag to see what I did):  <p> <hr> <b>$Text{"Customer Info"}:</b> <table border=0><tr><td valign=top> $Data{"CustomerTable"} </td><td valign=top align=left> <img src="http://helpdesk.gyldendal.local/billeder/$Data{"CustomerUserID"}.jpg" border=0> </td></tr></table> <hr> </p>  It's basically the same you'd do with a VNC-link, but I don't know how to get the $Data{"IP_Address"} information you need from LDAP. -- Lars

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RE: [otrs] Windows Install - Service Unavailable
by Sune T. Tougaard 30 Jan '08

30 Jan '08

Is the IIS able to show you any normal pages, perl pages? Perhaps you could create a test perl script to see if the IIS is willing to serve you that. I think i had it running under IIS for a short time, but it didn't quite work out as i'd like it to, so now it's running under windows but with an Apache server, but still from the source package. You should also check the event log on the server, as the IIS may log what's going on. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tcl Warrior Sent: 30. januar 2008 16:07 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Windows Install - Service Unavailable Well, thanks for the tip I did search as you suggest and modified the application pool in IIS to use one of the default identities I also modified the Cron4Win32.pl script to point to the correct directory. No I get a different error I get "The page cannot be found" Any ideas? Have anyone error successfully installed otrs on windows from the source package? On 1/30/08, Sune T. Tougaard <stt(a)lyngsoesystems.com <mailto:stt@lyngsoesystems.com> > wrote: Dunno if it's this simple, but there's a "known issue" with IIS on 2003 with a service pack applied at the "wrong" time. (i think it was something like that) Re-applying the Service Pack, should fix this specific issue. You may google IIS 2003 service unavailable, and you'll probably find a few articles about it. Of course, there may be other issues causing it. -- /Sune _____ From: otrs-bounces(a)otrs.org <mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org <mailto:otrs-bounces@otrs.org> ] On Behalf Of Tcl Warrior Sent: 30. januar 2008 14:31 To: otrs(a)otrs.org <mailto:otrs@otrs.org> Subject: [otrs] Windows Install - Service Unavailable Service Unavailable Okay, I am trying to install otrs on a windows 2003, IIS6, Sql2005 and Activestate Perl. So what I did was. 1) I Downloaded the source install for window from http://ftp.otrs.org/pub/otrs/otrs-2.2.5.zip <http://ftp.otrs.org/pub/otrs/otrs-2.2.5.zip> 2) I used the mssql scripts inside it to create the otrs database, I changed all references in the scripts from system_user to systen_users since mssql complained that system_user is a key word. 3) I prepared the necessary IIS virtual directories as described in the otrs faq ( http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=123> &ItemID=123 ) 4) I donwloaded and install per Activestate 5.8 and installed all the extra packages for otrs ( okay to do this i kinda cheated I downloaded and installed using the windows installer on a different machine copied the packaged folder from it and used as a repository and installed all the extra packages from it, this is atfer i failed to get all the extra packages for perl 5.10 5) Created the Config.pm <http://config.pm/> file and fixed it according the instructions here http://www.mail-archive.com/otrs@otrs.org/msg20036.html <http://www.mail-archive.com/otrs@otrs.org/msg20036.html> 6) Downloaded, installed and started cronw (cron for windows) - I didnt do much else, this is the step i have most doubts about, since i didnt modify anything in the otrs files to point to cron or anything in cron to point to otrs I think this is all, but sadly it failled http://localhost/otrs/index.pl <http://localhost/otrs/index.pl> return a page with the message Service Unavailable I am for now out of ideas! I dont know why the official documentation dont describe the manual install for windows since I am sure many ppl will want to install otrs under the same setup that I have, the windows setup easy as it is, is only for mysql and apache! I have to use windows and sql 2005, its our company standard, I dont have a choice. If someone can supply simple steps, or if the developers can fix the official docs, it will be strongly appreciated _______________________________________________ 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/>

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Agent name written in ticket history when reply by email
by Julien Kalkhoven 30 Jan '08

30 Jan '08

Hi All, I am wondering why in the ticket history displayed in the AgentTicketZoom, after a reply is done via email, you can read "|-->3 agent(email-external) <OTRS EMAIL ADDRESS>" , and not the agent name, just like when a reply is done via a note ? Thanks in advance, Regards, Julien KALKHOVEN QuantHouse Customer Care

1 0

RE: [otrs] Windows Install - Service Unavailable
by Sune T. Tougaard 30 Jan '08

30 Jan '08

Dunno if it's this simple, but there's a "known issue" with IIS on 2003 with a service pack applied at the "wrong" time. (i think it was something like that) Re-applying the Service Pack, should fix this specific issue. You may google IIS 2003 service unavailable, and you'll probably find a few articles about it. Of course, there may be other issues causing it. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tcl Warrior Sent: 30. januar 2008 14:31 To: otrs(a)otrs.org Subject: [otrs] Windows Install - Service Unavailable Service Unavailable Okay, I am trying to install otrs on a windows 2003, IIS6, Sql2005 and Activestate Perl. So what I did was. 1) I Downloaded the source install for window from http://ftp.otrs.org/pub/otrs/otrs-2.2.5.zip <http://ftp.otrs.org/pub/otrs/otrs-2.2.5.zip> 2) I used the mssql scripts inside it to create the otrs database, I changed all references in the scripts from system_user to systen_users since mssql complained that system_user is a key word. 3) I prepared the necessary IIS virtual directories as described in the otrs faq ( http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=123> &ItemID=123 ) 4) I donwloaded and install per Activestate 5.8 and installed all the extra packages for otrs ( okay to do this i kinda cheated I downloaded and installed using the windows installer on a different machine copied the packaged folder from it and used as a repository and installed all the extra packages from it, this is atfer i failed to get all the extra packages for perl 5.10 5) Created the Config.pm <http://Config.pm> file and fixed it according the instructions here http://www.mail-archive.com/otrs@otrs.org/msg20036.html <http://www.mail-archive.com/otrs@otrs.org/msg20036.html> 6) Downloaded, installed and started cronw (cron for windows) - I didnt do much else, this is the step i have most doubts about, since i didnt modify anything in the otrs files to point to cron or anything in cron to point to otrs I think this is all, but sadly it failled http://localhost/otrs/index.pl <http://localhost/otrs/index.pl> return a page with the message Service Unavailable I am for now out of ideas! I dont know why the official documentation dont describe the manual install for windows since I am sure many ppl will want to install otrs under the same setup that I have, the windows setup easy as it is, is only for mysql and apache! I have to use windows and sql 2005, its our company standard, I dont have a choice. If someone can supply simple steps, or if the developers can fix the official docs, it will be strongly appreciated

2 1

Notification tags
by vimal pillai 30 Jan '08

30 Jan '08

Hi, Is there any notification tag like eg: <otrs_current_user> available for displaying current system time,so that i can use it for customizing my responses.Plz help Regards Vimal

1 0

add cc/bcc in all agents replies
by Mike Lykov 30 Jan '08

30 Jan '08

Hi all. Who use archiving outgoing emails? We have a OTRS 2.2.4 install, and it works good. Tickets creating, autoanswers sending, agents replying ;) But, for archive reasons, we are want to collect all agent's replies in archive box - all letters, sended by agents, also sending to that special mailbox. how to do this? 1. use "sendmail_bcc" feature. when i use it, it sends ALL letters, including autoreplies, to archive mailbox. it's not correct. 2. add that archive email in template, when agent press on "answer" - cc or bcc field contain needed email already. It is suitable, but editing templates not described in any documentation. (only http://doc.otrs.org/developer/2.2/en/html/c494.html i can find, but don't know which template i need to edit and how) Or it may be conceprually incorrect by design. 3. patch the code in Email.pm around if ($Self->{SendmailBcc}) { push (@ToArray, $Self->{SendmailBcc}); $To .= ", $Self->{SendmailBcc}"; } - not to push this if letter are autoanswer. (autoanswer contains "X-Loop: yes" header, but can use this here?) 4. Your method? -- Mike Lykov System Administrator

2 2

Faq articles don't show
by Manuel Fernandez 30 Jan '08

30 Jan '08

Hello, I have some trouble with the faq module. I can add and edit articles, but only it is showing the articles in the history screen. If I search any article, even using the id, the system doesn't show anything. where is the problem? My system: OTRS 2.1.7 FAQ 1.0.18 Thank you in advance. <blocked::http://www.esi.es/> -- Manuel Fernandez R&D Projects Area European Software Institute (ESI) Tecnalia - Technology Corporation Parque Tecnológico #204 E-48170 Zamudio, Bizkaia - Spain Tel.: +34-94 420 95 19 Fax: +34-94 420 94 20 E-mail: manuel[dot]fernandez[at]esi[dot]es <mailto:joseba.laka@esi[dot]es> URL: www.esi.es <blocked::http://www.esi.es/> ********************************** DISCLAIMER ******************************* This message may contain confidential, proprietary or legally privileged information. If you are not the intended recipient of this message, please notify it to the sender and delete without resending or backing it, as it is legally prohibited. ********************************** AVISO LEGAL ****************************** Este mensaje puede contener información confidencial, en propiedad o legalmente protegida. Si usted no es el destinatario, le rogamos lo comunique al remitente y proceda a borrarlo, sin reenviarlo ni conservarlo, ya que su uso no autorizado está prohibido legalmente. ******************************************************************************

2 1

Automatic listing of customer data
by Paddy 29 Jan '08

29 Jan '08

Hello, I've configured otrs to use ldap to query AD for customer data. If I login to otrs as an agent and click on the Customer link at the top of the page it takes me to the customer section but I don't see any customers listed. If I simply add an asterisk '*' in the "Search for" field and search on that it returns all entries from the base DN that I specified. So my question is; Is that the way it works? Or should it query AD when I click on the Customer page automatically and show me everything without having to perform a wildcard search? Please see below for the customer data portion of my Config.pm: # Customer Data settings # ---------------------------------------------------- # $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'test.domain.com', BaseDN => 'ou=Users,ou=Test,dc=test,dc=com', SSCOPE => 'sub', UserDN => 'cn=otrs,ou=Users,ou=Test,dc=test,dc=com', UserPw => 'pass', AlwaysFilter => '', Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, Map => [ ['UserFirstName', 'Firstname', 'givenname', 1, 1, 'var'], ['UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], ['UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], ['UserEmail', 'Email', 'mail', 1, 1, 'var' ], ['UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], ], }; Thanks!! ____________________________________________________________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ

1 0

Customer Info clickable VNC
by Anders Schjelderup Lyng 29 Jan '08

29 Jan '08

Is there a way for me to make a link in the Agent Frontend - Customer Info with information from my LDAP-server. I have IP-information in my LDAP-server want to show the info on Agent Frontend - Customer Info and to make it prefix with "tn3270://" to use with VNC. Anders S. Lyng

1 0

RE: [otrs] pre-sales oriented
by Sune T. Tougaard 29 Jan '08

29 Jan '08

I've (almost) made a simple (maybe too simple) html forms based interface for the customer interface, instead of the textarea. Been looking a bit into a few wysiwyg editors to replace the textarea, and the way most of them are implemented, gave me the idea to just make the textarea "Body" a hidden input type, and then just filling that hidden input with the contents of the form on submit. Client-side and relies on javascript, but i think that the standard interface also is (please correct me if i'm wrong). The ticket ends up looking as a plain-text ticket, but that doesn't matter, as long as the input-phase is appealing to the customer. Don't know much html, perl or javascript, but still i managed to do it, so almost anyone should be able to. I can share, if you like, but i'd like to clean it up a bit first... ;-) -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Miguel Dias Sent: 29. januar 2008 16:27 To: User questions and discussions about OTRS.org Subject: Re: [otrs] pre-sales oriented Ok, And there is any way to have one template that can be charged on new ticked for example: Name:____ Company:____ Machine:___ Serial number:___ I'm trying to implement OTRS to my company, and I would like to make it so customized as possible. Best Regards. 2008/1/29, Nils Breunese (Lemonbit) <nils(a)lemonbit.nl <mailto:nils@lemonbit.nl> >: Miguel Dias wrote: > I have read in the offical site that the OTRS was pre-sales oriented > can some one tell me how. The site says: "The system is built to allow your support, sales, pre- sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries." OTRS is not specifically targeted at pre-sales, that's just an example of what you can use it for. > And if there is any template that I can use for ticket instead of > plain text I don't believe OTRS supports HTML mail out of the box. Nils Breunese. _______________________________________________ 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/>

2 1

pre-sales oriented
by Miguel Dias 29 Jan '08

29 Jan '08

Hi all, I have read in the offical site that the OTRS was pre-sales oriented can some one tell me how. And if there is any template that I can use for ticket instead of plain text Best Regards

2 2

RE: [otrs] Clarification on LDAP authentication.
by Lars Jørgensen 29 Jan '08

29 Jan '08

> -----Original Message----- > From: Lars Jørgensen > Sent: Tuesday, January 29, 2008 6:38 AM > Subject: RE: [otrs] Clarification on LDAP authentication. Am I the only one caught in a mail loop? These last few days I've seen a lot of messages reappear that where originally sent many days ago. -- Lars

3 2

RE: Problem with otrs postmaster filter
by Guyard Marc 29 Jan '08

29 Jan '08

Hi, Someone can help me please ? ________________________________ De : Guyard Marc Envoyé : jeudi 24 janvier 2008 12:35 À : 'otrs(a)otrs.org' Objet : Problem with otrs postmaster filter HI, I test a implementation of otrs in my services. I want to test the OTRS Postmaster filter. For exemple, i want to add a rules who add the X-OTRS-ArticleType and set to email-internal when the email come from a internal email I've configured the postmaster filter like that : ************************** Filter Name : Filtre interne Match Header 1 => From Value => EMAILADDRESS:test@orange-ftgroup.com Set Hearder 1 => X-OTRS-ArticleType Value => email-internal *************************** In my otrs log i can see this when i send a email who match the postmaster filter rule : *************************** [Thu Jan 24 11:19:03 2008][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: 'Filtre interne' Set param 'X-OTRS-ArticleType' to 'email-internal' (Message-ID: <ED811B7971C0A74F9FF8BC0C2274F904ED09F1(a)dpasmail.diwan.fr>) *************************** I think this match when i see that :-( But in my admin interface, when i look this case, the email is a email-external. When i look the email via the admin interface in plain text, i don't see a X-OTRS-* header. Can you help me please ? Thanks by advance Regards, Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com <mailto:m.guyard@orange-ftgroup.com> OBIANE 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com <http://www.orange-business.com/>

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Clarification on LDAP authentication.
by Nielson, Adam 29 Jan '08

29 Jan '08

Ok, so it appears I have it "working" with an AD forest. I wanted to clarify what it does. So, when someone goes to the customer.pl or index.pl website, even if they = are logged into their computer with a AD domain user, the website will STIL= L prompt them for a username and password? Or does it automatically authen= ticate them? If you have to provide a login and password, is it your domain username (as= it appears to be) and then instead of them having to store their password = information in a SQL database, its just stored on the AD domain? Also, if the AD domain requires an account to access it, does this account = have to have "privileges" to the ldap server? Or can it just be a user? Also, do I have to create EACH user within OTRS in order for an LDAP user t= o log in? Thank you, Adam Nielson _______________________________________________ OTRS 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 Nils Breunese (Lemonbit) 29 Jan '08

29 Jan '08

Jeff 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... Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is installed ok? 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/ _______________________________________________ OTRS 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] OTRS support for virtual sites
by Richard Hinkamp - BeSite 29 Jan '08

29 Jan '08

I think is would be possible. You would need to change some OTRS code though. You could have per site an index.pl which loads OTRS from a shared location. You would have to create a way to tell OTRS where to find the config for this specific install. Same thing must be done for customer.pl and faq.pl etc and for every script you may want to run (pop3 fetching, pending jobs, etc). If you can code perl, I think it will be possible to achieve this. Wouldn't know if my theory works in practice, so no guarantees! ;) Regards, RIchard _______________________________________________ OTRS 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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Error creating new customer account
by Ceri 29 Jan '08

29 Jan '08

Hi, I am trying out OTRS to see if it fits our needs for a helpdesk system. However I am running into a problem when I try to create a new customer account via customer.pl. When I hit create I get the following error: Software error: IO::Handle: bad open mode: >: at /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/MIME/Entity.pm line 1925 It looks like the user account has been created because If I go back and try again it tells me that the account already exists. I am running on Red Hat Enterprise Linux ES release 3 (Taroon Update 4) perl -v shows Summary of my perl5 (revision 5.0 version 8 subversion 0) configuration: Platform: osname=linux, osvers=2.4.21-14.elsmp, archname=i386-linux-thread-multi uname='linux tweety.build.redhat.com 2.4.21-14.elsmp #1 smp wed apr 14 18:55:47 edt 2004 i686 i686 i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -march=i386 -mcpu=i686 -Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Dotherlibdirs=/usr/lib/perl5/5.8.0 -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -march=i386 -mcpu=i686', cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.2.3 20030502 (Red Hat Linux 3.2.3-42)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lpthread -lc -lcrypt -lutil perllibs=-lnsl -ldl -lm -lpthread -lc -lcrypt -lutil libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic -Wl,-rpath,/usr/lib/perl5/5.8.0/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS USE_LARGE_FILES PERL_IMPLICIT_CONTEXT Locally applied patches: MAINT18379 Built under linux Compiled at Oct 5 2004 13:02:53 @INC: /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 The output from otrs.checkModules shows CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... not installed! (for PDF output - not required) Compress::Zlib ... not installed! (for PDF output - not required) So i dont think that I am missing anything there. perl -cw bin/cgi-bin/index.pl perl -cw bin/PostMaster.pl perl -cw bin/cgi-bin/installer.pl all show syntax OK Could anyone point me in the right direction. Cheers Ceri -- Ceri Townsend Systems Administrator cerit(a)teleord.co.uk _______________________________________________ OTRS 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] Clarification on LDAP authentication.
by Shawn Beasley 29 Jan '08

29 Jan '08

Hi Adam schrieb: > Ok, so it appears I have it "working" with an AD forest. > > I wanted to clarify what it does. > > So, when someone goes to the customer.pl or index.pl website, even if they are logged into their computer with a AD domain user, the website will STILL prompt them for a username and password? Or does it automatically authenticate them? > > You can do both, theoretically. The standard usage will only authenticate the users entry based on their AD credentials > If you have to provide a login and password, is it your domain username (as it appears to be) and then instead of them having to store their password information in a SQL database, its just stored on the AD domain? > > Correct! For Agents, the login information (username, email, first name, lastname) will be stored in the system_user table, but the password will be verified by the AD. For customers, all the user information will be called up every time. This can be cached, but it will not be written in the DB. > Also, if the AD domain requires an account to access it, does this account have to have "privileges" to the ldap server? Or can it just be a user? > > It only has to be a memeber, becuase all AD users can search the AD. > Also, do I have to create EACH user within OTRS in order for an LDAP user to log in? > > No. -- 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/ _______________________________________________ OTRS 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 Jeff 29 Jan '08

29 Jan '08

It does say that Compress::Zlib is installed ok. However, it returns the following between XML::Parser and PDF::API2: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/Scalar/Util.pm line 30, <DATA> line 228. Jeff ----- Original Message ----- From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: Saturday, January 19, 2008 7:37 PM Subject: Re: [otrs] Zlib uncompress error > Jeff 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... > > Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is > installed ok? > > 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/ > > __________ NOD32 2807 (20080119) Information __________ > > This message was checked by NOD32 antivirus system. > http://www.eset.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] Clarification on LDAP authentication.
by Lars Jørgensen 29 Jan '08

29 Jan '08

> So, when someone goes to the customer.pl or index.pl website,=20 > even if they are > logged into their computer with a AD domain user, the website=20 > will STILL > prompt them for a username and password? Or does it automatically > authenticate them? They will still get prompted. > If you have to provide a login and password, is it your=20 > domain username (as it > appears to be) and then instead of them having to store their password > information in a SQL database, its just stored on the AD domain? Yes. OTRS sends the entered username and password to the LDAP server for = verification. OTRS does not store usernames or passwords locally. > Also, if the AD domain requires an account to access it, does=20 > this account > have to have "privileges" to the ldap server? Or can it just=20 > be a user? Any user will do. > Also, do I have to create EACH user within OTRS in order for=20 > an LDAP user to log in? CUSTOMERS: No.=20 AGENTS: Yes. Don't enter password information. --=20 Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS 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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Zlib uncompress error
by Jeff 29 Jan '08

29 Jan '08

I'm getting the following error when I try to print a ticket from the customer's zoom ticket page: Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] Any ideas what might be causing this? Yum says Zlib is up to date. I thought that perhaps customer.pl was sending an extra "&" to name.pm.... Thanks in advance for any help... _______________________________________________ OTRS 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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Clarification on LDAP authentication.
by Nielson, Adam 29 Jan '08

29 Jan '08

Ok, so it appears I have it "working" with an AD forest. I wanted to clarify what it does. So, when someone goes to the customer.pl or index.pl website, even if they = are logged into their computer with a AD domain user, the website will STIL= L prompt them for a username and password? Or does it automatically authen= ticate them? If you have to provide a login and password, is it your domain username (as= it appears to be) and then instead of them having to store their password = information in a SQL database, its just stored on the AD domain? Also, if the AD domain requires an account to access it, does this account = have to have "privileges" to the ldap server? Or can it just be a user? Also, do I have to create EACH user within OTRS in order for an LDAP user t= o log in? Thank you, Adam Nielson _______________________________________________ OTRS 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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Setting Ticket's TextFrees and Priority from incoming email's header
by Alberto Benini 29 Jan '08

29 Jan '08

Hi all, I want to set some values of TicketTextFrees and the priority with the header of the incoming emails, but the created tickets have the priority and the TicketTextFrees values not defined... For Example the header of the email is: X-OTRS-Priority: 2 X-OTRS-TicketKey1: TicketFreeText1 X-OTRS-TicketValue1: Product1 X-OTRS-TicketKey2: TicketFreeText2 X-OTRS-TicketValue2: Type1 X-OTRS-TicketKey3: TicketFreeText3 X-OTRS-TicketValue3: Component1 What is wrong? I have to define a new filter in "PostMaster Filter"? How? Can anyone help me? Thanks in advance, Alberto

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Re: [otrs] Zlib uncompress error
by Nils Breunese (Lemonbit) 29 Jan '08

29 Jan '08

Jeff 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... Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is installed ok? 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/ _______________________________________________ OTRS 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] OTRS support for virtual sites
by Richard Hinkamp - BeSite 29 Jan '08

29 Jan '08

I think is would be possible. You would need to change some OTRS code though. You could have per site an index.pl which loads OTRS from a shared location. You would have to create a way to tell OTRS where to find the config for this specific install. Same thing must be done for customer.pl and faq.pl etc and for every script you may want to run (pop3 fetching, pending jobs, etc). If you can code perl, I think it will be possible to achieve this. Wouldn't know if my theory works in practice, so no guarantees! ;) Regards, RIchard _______________________________________________ OTRS 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] Clarification on LDAP authentication.
by Shawn Beasley 29 Jan '08

29 Jan '08

Hi Adam schrieb: > Ok, so it appears I have it "working" with an AD forest. > > I wanted to clarify what it does. > > So, when someone goes to the customer.pl or index.pl website, even if they are logged into their computer with a AD domain user, the website will STILL prompt them for a username and password? Or does it automatically authenticate them? > > You can do both, theoretically. The standard usage will only authenticate the users entry based on their AD credentials > If you have to provide a login and password, is it your domain username (as it appears to be) and then instead of them having to store their password information in a SQL database, its just stored on the AD domain? > > Correct! For Agents, the login information (username, email, first name, lastname) will be stored in the system_user table, but the password will be verified by the AD. For customers, all the user information will be called up every time. This can be cached, but it will not be written in the DB. > Also, if the AD domain requires an account to access it, does this account have to have "privileges" to the ldap server? Or can it just be a user? > > It only has to be a memeber, becuase all AD users can search the AD. > Also, do I have to create EACH user within OTRS in order for an LDAP user to log in? > > No. -- 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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Error creating new customer account
by Ceri 29 Jan '08

29 Jan '08

Hi, I am trying out OTRS to see if it fits our needs for a helpdesk system. However I am running into a problem when I try to create a new customer account via customer.pl. When I hit create I get the following error: Software error: IO::Handle: bad open mode: >: at /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/MIME/Entity.pm line 1925 It looks like the user account has been created because If I go back and try again it tells me that the account already exists. I am running on Red Hat Enterprise Linux ES release 3 (Taroon Update 4) perl -v shows Summary of my perl5 (revision 5.0 version 8 subversion 0) configuration: Platform: osname=linux, osvers=2.4.21-14.elsmp, archname=i386-linux-thread-multi uname='linux tweety.build.redhat.com 2.4.21-14.elsmp #1 smp wed apr 14 18:55:47 edt 2004 i686 i686 i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -march=i386 -mcpu=i686 -Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Dotherlibdirs=/usr/lib/perl5/5.8.0 -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -march=i386 -mcpu=i686', cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.2.3 20030502 (Red Hat Linux 3.2.3-42)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lpthread -lc -lcrypt -lutil perllibs=-lnsl -ldl -lm -lpthread -lc -lcrypt -lutil libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic -Wl,-rpath,/usr/lib/perl5/5.8.0/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS USE_LARGE_FILES PERL_IMPLICIT_CONTEXT Locally applied patches: MAINT18379 Built under linux Compiled at Oct 5 2004 13:02:53 @INC: /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 The output from otrs.checkModules shows CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... not installed! (for PDF output - not required) Compress::Zlib ... not installed! (for PDF output - not required) So i dont think that I am missing anything there. perl -cw bin/cgi-bin/index.pl perl -cw bin/PostMaster.pl perl -cw bin/cgi-bin/installer.pl all show syntax OK Could anyone point me in the right direction. Cheers Ceri -- Ceri Townsend Systems Administrator cerit(a)teleord.co.uk _______________________________________________ OTRS 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 Jeff 29 Jan '08

29 Jan '08

It does say that Compress::Zlib is installed ok. However, it returns the following between XML::Parser and PDF::API2: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/Scalar/Util.pm line 30, <DATA> line 228. Jeff ----- Original Message ----- From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: Saturday, January 19, 2008 7:37 PM Subject: Re: [otrs] Zlib uncompress error > Jeff 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... > > Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is > installed ok? > > 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/ > > __________ NOD32 2807 (20080119) Information __________ > > This message was checked by NOD32 antivirus system. > http://www.eset.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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Zlib uncompress error
by Jeff 29 Jan '08

29 Jan '08

I'm getting the following error when I try to print a ticket from the customer's zoom ticket page: Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] Any ideas what might be causing this? Yum says Zlib is up to date. I thought that perhaps customer.pl was sending an extra "&" to name.pm.... Thanks in advance for any help... _______________________________________________ OTRS 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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Clarification on LDAP authentication.
by Nielson, Adam 29 Jan '08

29 Jan '08

Ok, so it appears I have it "working" with an AD forest. I wanted to clarify what it does. So, when someone goes to the customer.pl or index.pl website, even if they = are logged into their computer with a AD domain user, the website will STIL= L prompt them for a username and password? Or does it automatically authen= ticate them? If you have to provide a login and password, is it your domain username (as= it appears to be) and then instead of them having to store their password = information in a SQL database, its just stored on the AD domain? Also, if the AD domain requires an account to access it, does this account = have to have "privileges" to the ldap server? Or can it just be a user? Also, do I have to create EACH user within OTRS in order for an LDAP user t= o log in? Thank you, Adam Nielson _______________________________________________ OTRS 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 Nils Breunese (Lemonbit) 29 Jan '08

29 Jan '08

Jeff 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... Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is installed ok? 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/

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RE: [otrs] Clarification on LDAP authentication.
by Lars Jørgensen 29 Jan '08

29 Jan '08

> So, when someone goes to the customer.pl or index.pl website,=20 > even if they are > logged into their computer with a AD domain user, the website=20 > will STILL > prompt them for a username and password? Or does it automatically > authenticate them? They will still get prompted. > If you have to provide a login and password, is it your=20 > domain username (as it > appears to be) and then instead of them having to store their password > information in a SQL database, its just stored on the AD domain? Yes. OTRS sends the entered username and password to the LDAP server for = verification. OTRS does not store usernames or passwords locally. > Also, if the AD domain requires an account to access it, does=20 > this account > have to have "privileges" to the ldap server? Or can it just=20 > be a user? Any user will do. > Also, do I have to create EACH user within OTRS in order for=20 > an LDAP user to log in? CUSTOMERS: No.=20 AGENTS: Yes. Don't enter password information. --=20 Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS 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] Error creating new customer account
by Nils Breunese (Lemonbit) 29 Jan '08

29 Jan '08

Ceri wrote: > I am trying out OTRS to see if it fits our needs for a helpdesk > system. > > However I am running into a problem when I try to create a new > customer account via customer.pl. When I hit create I get the > following error: > > Software error: > IO::Handle: bad open mode: >: at /opt/otrs/bin/cgi-bin/../../Kernel/ > cpan-lib/MIME/Entity.pm line 1925 > > It looks like the user account has been created because If I go back > and try again it tells me that the account already exists. It seems your version of IO::Handle doesn't recognise '>:' as an open mode. I'd say the open mode should be something like 'r' (read) or 'w' (write), but I don't know enough Perl to know whether '>:' is some special construct only recognized in newer versions of IO::Handle or something. You could file this as a bug on http://bugs.otrs.org/. The developers may know a fix/workaround. Nils _______________________________________________ OTRS 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] OTRS support for virtual sites
by Richard Hinkamp - BeSite 29 Jan '08

29 Jan '08

I think is would be possible. You would need to change some OTRS code though. You could have per site an index.pl which loads OTRS from a shared location. You would have to create a way to tell OTRS where to find the config for this specific install. Same thing must be done for customer.pl and faq.pl etc and for every script you may want to run (pop3 fetching, pending jobs, etc). If you can code perl, I think it will be possible to achieve this. Wouldn't know if my theory works in practice, so no guarantees! ;) Regards, RIchard _______________________________________________ OTRS 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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LDAP auth works; one more question about SSO
by Nielson, Adam 29 Jan '08

29 Jan '08

Hello all, So, I have OTRS working to authenticate with an AD domain. I understand you can use SSO through apache. I have apache loading: " LoadModule authnz_ldap_module modules/mod_authnz_ldap.so " I have put in Config.pm: " $Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth'; " and " $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::HTTPBasicAuth'; " So, my question is, can you authenticate against an AD domain (ldap) like I have working now, *AND* use SSO? If I am using SSO, can I NOT use LDAP authentication? I am just trying to make it so users in the AD domain don't have to put in their log in information at all. Can you do this? If you can, what am I doing wrong? Am I missing something in OTRS, or is it in Apache? Thank you, Adam Nielson

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AW: [otrs] new OTRS installation
by Armann, Gregor 28 Jan '08

28 Jan '08

Hi! > What does this error mean: > Software error: > Died at /var/www/otrs/bin/cgi-bin/../../Kernel/Config/Defaults.pm > line 2138. If you just have a fresh installation on a different directory then /opt/otrs... set manually in ...otrs/Kernel/Config.pm After: package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # This line: $Self->{Home} = '/yourpath/otrs'; Gregor Armann

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issue with Responsible
by sharif islam 28 Jan '08

28 Jan '08

Hi, We are having some issues with the Responsible feature It seems that if the agent even moves the ticket to another queue it marks him/her as responsible. Is there a way around it? The issue is in this case, the actual responsible agent is the owner, not the agent that moved the ticket. So the 'responsible' agent getting follow up notification that they don't need to see. --sharif

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Blank Online Repository Source
by Miguel Dias 28 Jan '08

28 Jan '08

Hy all My question is my Online Repository Source have no option and thi screenshot http://doc.otrs.org/2.1/en/html/x1144.html I see one Master source. Is there anyway to fix it? Thank you Miguel

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new OTRS installation
by Andrew Meyer 28 Jan '08

28 Jan '08

What does this error mean: Software error: Died at /var/www/otrs/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2138. 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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RE: otrs Digest, Vol 54, Issue 67
by Andrew Meyer 28 Jan '08

28 Jan '08

Nils, Emails aren't being sent out with ticket number in them. I am working on upgrading it. But I am having some issues. I would like to get this fixed so the transition is a little better. Andrew Meyer Unix Systems Administrator 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/ ------------------------------ Message: 3 Date: Fri, 25 Jan 2008 19:35:26 +0100 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Customer Ticket Notification To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <DC361B0C-6BF0-46CB-B312-0A61FB8DC02C(a)lemonbit.nl> Content-Type: text/plain; charset=WINDOWS-1252; format=flowed; delsp=yes Andrew Meyer wrote: > Hi everyone I seem to be having some trouble lately. I am running > Debian 4.0r1, using OTRS 2.0.4. As of about a month ago, the > tickets numbers going out to the user/customer seemed to have > stopped. I can't find where I would look to fix this. I'm not sure > what file I need to look at to check to see if the perl file is > doing its job. The logs don't tell me much. What keywords would I > be using on google? The ticket numbers seemed to have stopped? What does that mean exactly? Did the number stop increasing? Is there no ticket number in the subject of outgoing e-mails? Have you checked the changelogs to see if maybe a newer version of OTRS might fix this? (The current version is 2.2.4.) > Also, how do I increase the size of the attachments going in and out > of OTRS? I have the room. I need to increase it to 10MB from 6MB. > If someone could please help me out a little bit I would be greatful. Do you use the database for attachments? If so, you probably need to increase max_packet_size in the MySQL config. Nils Breunese. ------------------------------ End of otrs Digest, Vol 54, Issue 67 ************************************

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bug report
by Lars Jørgensen 28 Jan '08

28 Jan '08

Hi. I've submitted a couple of bug reports via bugs.otrs.org. The first one, http://bugs.otrs.org/show_bug.cgi?id=2627, was submitted on January 17th and still has status "New". Does anybody actually check the bug submissions or should I just be more patient? Anyhow, the second bug is as follows, in case anybody else stumbles upon it: If you have limited your customers to select only queues from the list at CustomerPanelOwnSelection, the system will break and not be able to create new tickets if the queue names contain Danish characters (æ, ø and å). Traceback: ERROR: OTRS-CGI-1 Perl: 5.8.8 OS: linux Time: Mon Jan 28 13:25:56 2008 Message: Need TicketID! Traceback (12693): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147) Line: 83 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.24) Line: 318 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20) Line: 704 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.37) Line: 47 -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

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Re: [otrs] Error creating new customer account
by Nils Breunese (Lemonbit) 28 Jan '08

28 Jan '08

Ceri wrote: > I am trying out OTRS to see if it fits our needs for a helpdesk > system. > > However I am running into a problem when I try to create a new > customer account via customer.pl. When I hit create I get the > following error: > > Software error: > IO::Handle: bad open mode: >: at /opt/otrs/bin/cgi-bin/../../Kernel/ > cpan-lib/MIME/Entity.pm line 1925 > > It looks like the user account has been created because If I go back > and try again it tells me that the account already exists. It seems your version of IO::Handle doesn't recognise '>:' as an open mode. I'd say the open mode should be something like 'r' (read) or 'w' (write), but I don't know enough Perl to know whether '>:' is some special construct only recognized in newer versions of IO::Handle or something. You could file this as a bug on http://bugs.otrs.org/. The developers may know a fix/workaround. Nils _______________________________________________ OTRS 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] OTRS support for virtual sites
by Richard Hinkamp - BeSite 28 Jan '08

28 Jan '08

I think is would be possible. You would need to change some OTRS code though. You could have per site an index.pl which loads OTRS from a shared location. You would have to create a way to tell OTRS where to find the config for this specific install. Same thing must be done for customer.pl and faq.pl etc and for every script you may want to run (pop3 fetching, pending jobs, etc). If you can code perl, I think it will be possible to achieve this. Wouldn't know if my theory works in practice, so no guarantees! ;) Regards, RIchard _______________________________________________ OTRS 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] Clarification on LDAP authentication.
by Lars Jørgensen 28 Jan '08

28 Jan '08

> So, when someone goes to the customer.pl or index.pl website,=20 > even if they are > logged into their computer with a AD domain user, the website=20 > will STILL > prompt them for a username and password? Or does it automatically > authenticate them? They will still get prompted. > If you have to provide a login and password, is it your=20 > domain username (as it > appears to be) and then instead of them having to store their password > information in a SQL database, its just stored on the AD domain? Yes. OTRS sends the entered username and password to the LDAP server for = verification. OTRS does not store usernames or passwords locally. > Also, if the AD domain requires an account to access it, does=20 > this account > have to have "privileges" to the ldap server? Or can it just=20 > be a user? Any user will do. > Also, do I have to create EACH user within OTRS in order for=20 > an LDAP user to log in? CUSTOMERS: No.=20 AGENTS: Yes. Don't enter password information. --=20 Lars _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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Re: [otrs] Clarification on LDAP authentication.
by Shawn Beasley 28 Jan '08

28 Jan '08

Hi Adam schrieb: > Ok, so it appears I have it "working" with an AD forest. > > I wanted to clarify what it does. > > So, when someone goes to the customer.pl or index.pl website, even if they are logged into their computer with a AD domain user, the website will STILL prompt them for a username and password? Or does it automatically authenticate them? > > You can do both, theoretically. The standard usage will only authenticate the users entry based on their AD credentials > If you have to provide a login and password, is it your domain username (as it appears to be) and then instead of them having to store their password information in a SQL database, its just stored on the AD domain? > > Correct! For Agents, the login information (username, email, first name, lastname) will be stored in the system_user table, but the password will be verified by the AD. For customers, all the user information will be called up every time. This can be cached, but it will not be written in the DB. > Also, if the AD domain requires an account to access it, does this account have to have "privileges" to the ldap server? Or can it just be a user? > > It only has to be a memeber, becuase all AD users can search the AD. > Also, do I have to create EACH user within OTRS in order for an LDAP user to log in? > > No. -- 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/

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Clarification on LDAP authentication.
by Nielson, Adam 28 Jan '08

28 Jan '08

Ok, so it appears I have it "working" with an AD forest. I wanted to clarify what it does. So, when someone goes to the customer.pl or index.pl website, even if they = are logged into their computer with a AD domain user, the website will STIL= L prompt them for a username and password? Or does it automatically authen= ticate them? If you have to provide a login and password, is it your domain username (as= it appears to be) and then instead of them having to store their password = information in a SQL database, its just stored on the AD domain? Also, if the AD domain requires an account to access it, does this account = have to have "privileges" to the ldap server? Or can it just be a user? Also, do I have to create EACH user within OTRS in order for an LDAP user t= o log in? Thank you, Adam Nielson _______________________________________________ OTRS 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] Error creating new customer account
by Nils Breunese (Lemonbit) 28 Jan '08

28 Jan '08

Ceri wrote: > I am trying out OTRS to see if it fits our needs for a helpdesk > system. > > However I am running into a problem when I try to create a new > customer account via customer.pl. When I hit create I get the > following error: > > Software error: > IO::Handle: bad open mode: >: at /opt/otrs/bin/cgi-bin/../../Kernel/ > cpan-lib/MIME/Entity.pm line 1925 > > It looks like the user account has been created because If I go back > and try again it tells me that the account already exists. It seems your version of IO::Handle doesn't recognise '>:' as an open mode. I'd say the open mode should be something like 'r' (read) or 'w' (write), but I don't know enough Perl to know whether '>:' is some special construct only recognized in newer versions of IO::Handle or something. You could file this as a bug on http://bugs.otrs.org/. The developers may know a fix/workaround. Nils _______________________________________________ OTRS 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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Error creating new customer account
by Ceri 28 Jan '08

28 Jan '08

Hi, I am trying out OTRS to see if it fits our needs for a helpdesk system. However I am running into a problem when I try to create a new customer account via customer.pl. When I hit create I get the following error: Software error: IO::Handle: bad open mode: >: at /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/MIME/Entity.pm line 1925 It looks like the user account has been created because If I go back and try again it tells me that the account already exists. I am running on Red Hat Enterprise Linux ES release 3 (Taroon Update 4) perl -v shows Summary of my perl5 (revision 5.0 version 8 subversion 0) configuration: Platform: osname=linux, osvers=2.4.21-14.elsmp, archname=i386-linux-thread-multi uname='linux tweety.build.redhat.com 2.4.21-14.elsmp #1 smp wed apr 14 18:55:47 edt 2004 i686 i686 i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -march=i386 -mcpu=i686 -Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Dotherlibdirs=/usr/lib/perl5/5.8.0 -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -march=i386 -mcpu=i686', cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.2.3 20030502 (Red Hat Linux 3.2.3-42)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lpthread -lc -lcrypt -lutil perllibs=-lnsl -ldl -lm -lpthread -lc -lcrypt -lutil libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic -Wl,-rpath,/usr/lib/perl5/5.8.0/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS USE_LARGE_FILES PERL_IMPLICIT_CONTEXT Locally applied patches: MAINT18379 Built under linux Compiled at Oct 5 2004 13:02:53 @INC: /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 The output from otrs.checkModules shows CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... not installed! (for PDF output - not required) Compress::Zlib ... not installed! (for PDF output - not required) So i dont think that I am missing anything there. perl -cw bin/cgi-bin/index.pl perl -cw bin/PostMaster.pl perl -cw bin/cgi-bin/installer.pl all show syntax OK Could anyone point me in the right direction. Cheers Ceri -- Ceri Townsend Systems Administrator cerit(a)teleord.co.uk _______________________________________________ OTRS 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 Jeff 28 Jan '08

28 Jan '08

It does say that Compress::Zlib is installed ok. However, it returns the following between XML::Parser and PDF::API2: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/Scalar/Util.pm line 30, <DATA> line 228. Jeff ----- Original Message ----- From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: Saturday, January 19, 2008 7:37 PM Subject: Re: [otrs] Zlib uncompress error > Jeff 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... > > Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is > installed ok? > > 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/ > > __________ NOD32 2807 (20080119) Information __________ > > This message was checked by NOD32 antivirus system. > http://www.eset.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 Nils Breunese (Lemonbit) 28 Jan '08

28 Jan '08

Jeff 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... Does ~otrs/bin/otrs.checkModules tell you that Compress::Zlib is installed ok? 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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Zlib uncompress error
by Jeff 28 Jan '08

28 Jan '08

I'm getting the following error when I try to print a ticket from the customer's zoom ticket page: Undefined subroutine &Compress::Zlib::uncompress called at /usr/lib/perl5/site_perl/5.8.5/PDF/API2/Basic/TTF/Name.pm line 110. Line 10 in my name.pm is: $apple_encodings[0][$i] = [unpack("n*", Compress::Zlib::uncompress(unpack("u", $apple_encs[$i])))] Any ideas what might be causing this? Yum says Zlib is up to date. I thought that perhaps customer.pl was sending an extra "&" to name.pm.... Thanks in advance for any help... _______________________________________________ OTRS 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] OTRS support for virtual sites
by Richard Hinkamp - BeSite 28 Jan '08

28 Jan '08

I think is would be possible. You would need to change some OTRS code though. You could have per site an index.pl which loads OTRS from a shared location. You would have to create a way to tell OTRS where to find the config for this specific install. Same thing must be done for customer.pl and faq.pl etc and for every script you may want to run (pop3 fetching, pending jobs, etc). If you can code perl, I think it will be possible to achieve this. Wouldn't know if my theory works in practice, so no guarantees! ;) Regards, RIchard _______________________________________________ OTRS 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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(no subject)
by vimal pillai 28 Jan '08

28 Jan '08

Hi all, Full text search is not working for freekey fields added.The freekeys are appearing in search window and are searchable .But full text search is not working.If Iwant to search something I need to give the whole text for searching.then only it will give result.For all other fields full-text search is working properly.Can onyone help solving this problem.

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Quick Agent Overview
by Lars Jørgensen 28 Jan '08

28 Jan '08

Hi. Our supervisor is responsible for assigning tickets to agents. She would like to see a quick overview of how many tickets are currently assigned to each agent. I have enabled StatusView but that doesn't really give her the overview she needs. I looked a little at the database backend and constructed a query that will give me the correct information: select system_user.login as agent, count(ticket.user_id) as tickets from ticket left join system_user on ticket.user_id=system_user.id group by ticket.user_id; +-------+---------+ | agent | tickets | +-------+---------+ | Adam | 5 | | Eve | 1 | +-------+---------+ 2 rows in set (0.00 sec) Now, how do I create a button in the navbar to run this query on the database and present the results to the supervisor? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

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New Ticket Notification
by Jared Alewine 28 Jan '08

28 Jan '08

I am not receiving new ticket emails from customers. I have verified that the queue is in "My Queues" and that I have the option to receive these emails is on in my preferences. Are there any other options I should check? I do get emails when the ticket is moved and I get some emails when new tickets are entered by agents, but I don't get any when the ticket is entered by a customer. Any help is greatly appreciated. Thanks Jared

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Customer Ticket Notification
by Andrew Meyer 28 Jan '08

28 Jan '08

Hi everyone I seem to be having some trouble lately. I am running Debian 4.0r1, using OTRS 2.0.4. As of about a month ago, the tickets numbers going out to the user/customer seemed to have stopped. I can't find where I would look to fix this. I'm not sure what file I need to look at to check to see if the perl file is doing its job. The logs don't tell me much. What keywords would I be using on google? Also, how do I increase the size of the attachments going in and out of OTRS? I have the room. I need to increase it to 10MB from 6MB. If someone could please help me out a little bit I would be greatful. Thanks, Andrew Meyer Unix Systems Administrator 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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RE: [otrs] Re: Tickets reopen automatically
by Lars Jørgensen 28 Jan '08

28 Jan '08

> - at 00:10 the cron is firing the daily cleanup job. The first > following time that Postmaster.pl runs it seems that it finds all this > tickets in the postmaster/raw queue and re-opens them So this is where things go wrong, start looking here. Check the script that does the cleanup. Run parts of it by hand to see where the error pops up. -- Lars

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Fwd: Search - using Ticket free text
by vimal pillai 28 Jan '08

28 Jan '08

1 0

Re: [otrs] Graph stats generation error
by Matas Labasauskas 28 Jan '08

28 Jan '08

Hello again, did someone meet this problem? thanks, Matas On 25/01/2008, Matas Labasauskas <matas.lab(a)gmail.com> wrote: > > Hello, > > maybe someone faced this problem too: > > when i'm trying to generate a graph using stats module it gives me always > the same error doesn't matter what kind of report i would like to generate. > > Traceback: ERROR: OTRS-CGI-79 Perl: 5.8.8 OS: linux Time: Fri Jan 25 > 13:41:59 2008 > Message: Can't cache StatID 10: The selected end time is in the future! > > Traceback (19366): > Module: Kernel::System::Stats::GenerateDynamicStats (v1.25) Line: 1165 > Module: Kernel::System::Stats::StatsRun (v1.25) Line: 2238 > Module: Kernel::Modules::AgentStats::Run (v1.33) Line: 1906 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 > Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 > > thank you! > -- > Matas Labasauskas > _______________________________________________ > OTRS 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/ > -- Matas Labasauskas

1 0

RE: [otrs] New Ticket Notification
by Aysel Pamuk 28 Jan '08

28 Jan '08

Hello, I had the same problem. When I moved the otrs user to USERS Group, I started to receive the notifications. Please move the user to USERS group. Regards, Aysel -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jared Alewine Sent: Friday, January 25, 2008 8:23 PM To: otrs(a)otrs.org Subject: [otrs] New Ticket Notification I am not receiving new ticket emails from customers. I have verified that the queue is in "My Queues" and that I have the option to receive these emails is on in my preferences. Are there any other options I should check? I do get emails when the ticket is moved and I get some emails when new tickets are entered by agents, but I don't get any when the ticket is entered by a customer. Any help is greatly appreciated. Thanks Jared

1 0

Re: Tickets reopen automatically
by Mladen Acinger 27 Jan '08

27 Jan '08

Dear Shawn and others, Our automatically reopening tickets have not been solved yet. Please, anybody help. Any hint is welcome. Recapitulazing: 1. during the day OTRS users close their tickets 2. next night, at 00:10, all the tickets get reopened with following message in the history of the ticket: StateUpdate Old: "closed successful" New: "open" - root@localhost (Admin OTRS) - at 00:10 the cron is firing the daily cleanup job. The first following time that Postmaster.pl runs it seems that it finds all this tickets in the postmaster/raw queue and re-opens them 3. We have tried to disable Services and SLAs. Didn't help. 4. We have tried to change many other settings. Didn't help. 5. all our pl-scripts in /opt/otrs/bin/ are default, not changed since the installation Who know which setting could be doing this? We are running OTRS 2.2.4. Here our settings: $Self->{'SecureMode'} = 1; $Self->{'ProductName'} = 'ILIAD'; $Self->{'SystemID'} = 33; $Self->{'FQDN'} = '<scrambled> xxx.yyy.zzz'; $Self->{'ScriptAlias'} = 'iliad/'; $Self->{'AdminEmail'} = '<scrambled> xxx(a)yyy.zzz'; $Self->{'Organization'} = 'Institute of xxx yyy zzz'; $Self->{'DefaultCharset'} = 'utf-8'; $Self->{'DefaultUsedLanguages'} = { 'nl' => 'Nederlands', 'en' => 'English' }; $Self->{'LogModule::LogFile::Date'} = '1'; $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = '<scrambled> smtp.yyy.zzz'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'Frontend::NotifyModule'}->{'3-ShowAgentOnline'} = { 'Module' => 'Kernel::Output::HTML::NotificationAgentOnline' }; $Self->{'SwitchToUser'} = '1'; $Self->{'NotificationSenderName'} = 'ILIAD Automatic Notification'; $Self->{'CustomerPanelLostPassword'} = '0'; $Self->{'CustomerPanelCreateAccount'} = '0'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '<scrambled> ldap.yyy.zzz'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'o=xxx'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'Frontend::Module'}->{'AdminCustomerUser'} = { 'NavBar' => [ { 'Prio' => '9000', 'Block' => '', 'Image' => 'folder_yellow.png', 'NavBar' => 'Ticket', 'Type' => '', 'AccessKey' => 'c', 'Description' => 'Edit Customer Users', 'Name' => 'Customer', 'Link' => 'Action=AdminCustomerUser&Nav=Agent' } ], 'GroupRo' => [ '' ], 'NavBarName' => '', 'Description' => 'Edit Customer Users', 'Title' => 'Customer User', 'NavBarModule' => { 'Prio' => '300', 'Block' => 'Block1', 'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin', 'Name' => 'Customer Users' }, 'Group' => [ 'admin' ] }; $Self->{'Frontend::Module'}->{'AdminCustomerCompany'} = { 'NavBar' => [ { 'Prio' => '9100', 'Block' => '', 'Image' => 'folder_yellow.png', 'NavBar' => 'Ticket', 'Type' => '', 'AccessKey' => 'c', 'Description' => 'Edit Customer Company', 'Name' => 'Company', 'Link' => 'Action=AdminCustomerCompany&Nav=Agent' } ], 'GroupRo' => [ '' ], 'NavBarName' => 'Admin', 'Description' => 'Admin', 'Title' => 'Customer Company', 'NavBarModule' => { 'Prio' => '310', 'Block' => 'Block1', 'Module' => 'Kernel::Output::HTML::NavBarModuleAdmin', 'Name' => 'Customer Company' }, 'Group' => [ 'admin' ] }; $Self->{'Ticket::QueueViewAllPossibleTickets'} = '1'; $Self->{'Ticket::Responsible'} = '1'; $Self->{'Ticket::Service'} = '1'; $Self->{'Ticket::EventModulePost'}->{'1-ForceOwnerResetOnMove'} = { 'Event' => 'TicketQueueUpdate', 'Module' => 'Kernel::System::Ticket::Event::ForceOwnerReset' }; $Self->{'Ticket::Frontend::QueueSort'} = { '15' => '1' }; $Self->{'Ticket::Frontend::BulkFeatureJavaScriptAlert'} = '0'; $Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'RequiredLock'} = '0'; $Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'State'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketBounce'}->{'RequiredLock'} = '0'; $Self->{'Ticket::Frontend::AgentTicketBounce'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'Priority'} = '0'; $Self->{'CustomerPanelOwnSelection'} = { 'DISPATCHER' => 'ILIAD' }; $Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'Priority'} = '0'; $Self->{'Frontend::Module'}->{'AgentTicketPhone'} = { 'NavBar' => [ { 'Prio' => '200', 'Block' => '', 'Image' => 'mail_new.png', 'NavBar' => 'Ticket', 'Type' => '', 'AccessKey' => 'n', 'Description' => 'New Ticket (Inbound)', 'Name' => 'New Ticket', 'Link' => 'Action=AgentTicketPhone' } ], 'NavBarName' => 'Ticket', 'Description' => 'New Ticket', 'Title' => 'New Ticket' }; $Self->{'Frontend::Module'}->{'AgentTicketEmail'} = { 'NavBar' => [ { 'Prio' => '210', 'Block' => '', 'Image' => 'mail_new.png', 'NavBar' => 'Ticket', 'Type' => '', 'AccessKey' => 'e', 'Description' => 'Create new Email Ticket and send this out (Outbound)', 'Name' => 'New Email-Ticket', 'Link' => 'Action=AgentTicketEmail' } ], 'NavBarName' => 'Ticket', 'Description' => 'Create new email Ticket', 'Title' => 'New Email-Ticket' }; $Self->{'Frontend::Module'}->{'AgentTicketStatusView'} = { 'NavBar' => [ { 'Prio' => '110', 'Block' => '', 'Image' => 'overview.png', 'NavBar' => 'Ticket', 'Type' => '', 'AccessKey' => 'v', 'Description' => 'Overview of all open Tickets', 'Name' => 'StatusView', 'Link' => 'Action=AgentTicketStatusView' } ], 'NavBarName' => 'Ticket', 'Description' => 'Overview of all open tickets', 'Title' => 'Status View' }; $Self->{'CustomerFrontend::Module'}->{'CustomerTicketOverView'} = { 'NavBar' => [ { 'Prio' => '110', 'Block' => '', 'Image' => 'ticket.png', 'NavBar' => '', 'Type' => '', 'AccessKey' => 'm', 'Description' => 'MyTickets', 'Name' => 'MyTickets', 'Link' => 'Action=CustomerTicketOverView&Type=MyTickets' } ], 'NavBarName' => 'Ticket', 'Description' => 'Overview of customer tickets', 'Title' => 'Overview' }; $Self->{'PostMaster::PreFilterModule::NewTicketReject::Body'} = 'Dear Customer, unfortunately you have no valid ticket number in your subject, so this email can\'t processed. Please create a new ticket via the customer panel. Thanks for your help! Your Helpdesk Team '; $Self->{'1'} = 1; Kind regards, Mladen Acinger otrs(a)otrs.org on donderdag 24 januari 2008 at 13:54 +0100 wrote: > >Message: 1 >Date: Thu, 24 Jan 2008 13:42:11 +0100 >From: Shawn Beasley <shawn.beasley(a)otrs.com> >Subject: Re: [otrs] Tickets reopen automatically >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Message-ID: <479887A3.5080701(a)otrs.com> >Content-Type: text/plain; charset="iso-8859-1" > >Dear Mladen, >> Dear Nils (and others), >> >> It does not happen automatically, the tickt was closed few hours >> before, during the daytime. At 10 minutes past midnight OTRS admin >> reopened them. The two log-rows are both related to OTRS admin action. >> >> We can't disable SLA's, we are not using them yet, but are in the >> proccess of configuring them and will use them very soon. >> >> Kind regards, Mladen Acinger >> >Please open a bug request at http://bugs.otrs.org. > >-- >Shawn Beasley > > Please refer to: http://www.iss.nl/content/view/full/2873 for ISS’ email disclaimer.

1 0

Editing the auto-reply parameters
by Измайлов Александр 25 Jan '08

25 Jan '08

Hi, I'm trying to make the auto-response system to send this text in the SUBJECT field of the letter: >> [Company_Name#Ticket_Number] Re: _The_subject_of_the_original_customer_email_ And to do this I use this code in the SUBJECT field of the auto-reply: >> [Company_Name#<OTRS_Ticket_Number>] Re: <OTRS_CUSTOMER_Subject> But instead of the result I need to get I have this as the email subject: >> [Company_Name#1000602] <OTRS_CUSTOMER_Subject> Any ideas on what I am doing wrong?

3 4

trouble dispatching incoming email to correct queue
by Stan McFarland 25 Jan '08

25 Jan '08

Hi, Here's my problem. My office uses MS Exchange as its primary e-mail provider. We have a previously created distribution list called DL WEBSUPPORT, that used to send mail to a group of individuals, but now sends mail to a single UNIX address called websupport(a)mymachine.mydomain.com (name changed to protect the innocent). The addressee "websupport" is an alias for the "otrs" account. The mail sent to DL WEBSUPPORT correctly makes it into OTRS, but I can't get it to go the correct queue. If I look at the e- mail "to" line, I was expecting to see "websupport(a)mymachine.mydomain.com", but instead I see: To: "DL WEBSUPPORT" <WEBSUPPORT(a)mycompany.com> So I tried adding a filter: From: DL WEBSUPPORT X-OTRS-Queue: websupport But the e-mails still go into the "Raw" queue, not the "websupport" queue. Can someone offer any advice? Thanks, Stan

1 1

Script to add a customer
by Martin Rodriguez 25 Jan '08

25 Jan '08

Hi forum. I would like to know if there is a script to change the password of a customer. Like the script otrs.setPassword (I suppose this one is to change an agent password). Thanks in advance. Best regards. Tincho.rn

1 0

RE: [otrs] OpenLDAP
by Lars Jørgensen 25 Jan '08

25 Jan '08

> You can also install auto-apt and use that to find out what package > provides what you're looking for: Great, thanks! -- Lars

1 0

OpenLDAP
by Nielson, Adam 25 Jan '08

25 Jan '08

I am banging my head against the wall with LDAP authentication. I have tried everything! I now have access to a server, "ldap.test.com" and know the ou=People, and can use tools like Softerra LDAP Browser to confirm all this (via anonymous access). What am I doing wrong? All the documentation reflects an AD environment, is this my problem? Should the line: $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; <--- and related lines be something different for OpenLDAP? I have tried leaving the login info blank, commented out, left in, etc. I have tried the line: $Self->{'AuthModule::LDAP::Host'} = 'ldap.test.com'; <--- with and without port number. I have tried the line: $Self->{'AuthModule::LDAP::BaseDN'} = 'o=test.com'; <--- Ive also tried it with the ou=People added in, I don't see anything for a dc=, but ive tried all kinds of variants. I am now getting NO errors in apache error_log, no otrs errors, etc. When I try to access the website at /otrs/index.pl it appears to be working (the reset password option is gone) but nothing works. My local DB accounts no longer work (as expected) but NOTHING works! I have a user named adnielson already in OTRS with the same password as on LDAP, not working. All I get in the login prompt (should it auto log me in??) and when I try anything for a username/password, it just tells me its incorrect. I have followed peoples guides, the official doc, googled everything, etc. All I find is how to set it up to work with an AD forest, and following that only renders the above results. ANY help that someone can provide me would be greatly appreciated. I am at a loss on what it could be or what is going wrong! P.S. - I am running on RHEL 5, I installed net:ldap for perl, used an RPM I found online, and even updated the package via redhats update tool.

5 6

RE: [otrs] OpenLDAP
by Lars Jørgensen 25 Jan '08

25 Jan '08

> Try 'ldapsearch -x uid=<your identifier/loginname>' Do you know which debian package provides ldapsearch? -- Lars

4 3

(no subject)
by Matas Labasauskas 25 Jan '08

25 Jan '08

Hello, maybe someone faced this problem too: when i'm trying to generate a graph using stats module it gives me always the same error doesn't matter what kind of report i would like to generate. Traceback: ERROR: OTRS-CGI-79 Perl: 5.8.8 OS: linux Time: Fri Jan 25 13:41:59 2008 Message: Can't cache StatID 10: The selected end time is in the future! Traceback (19366): Module: Kernel::System::Stats::GenerateDynamicStats (v1.25) Line: 1165 Module: Kernel::System::Stats::StatsRun (v1.25) Line: 2238 Module: Kernel::Modules::AgentStats::Run (v1.33) Line: 1906 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 thank you! -- Matas Labasauskas

1 0

RE: [otrs] Clarification on LDAP authentication.
by Lars Jørgensen 25 Jan '08

25 Jan '08

> So, when someone goes to the customer.pl or index.pl website, > even if they are > logged into their computer with a AD domain user, the website > will STILL > prompt them for a username and password? Or does it automatically > authenticate them? They will still get prompted. > If you have to provide a login and password, is it your > domain username (as it > appears to be) and then instead of them having to store their password > information in a SQL database, its just stored on the AD domain? Yes. OTRS sends the entered username and password to the LDAP server for verification. OTRS does not store usernames or passwords locally. > Also, if the AD domain requires an account to access it, does > this account > have to have "privileges" to the ldap server? Or can it just > be a user? Any user will do. > Also, do I have to create EACH user within OTRS in order for > an LDAP user to log in? CUSTOMERS: No. AGENTS: Yes. Don't enter password information. -- Lars

1 0

Export Search result in CSV
by vimal pillai 25 Jan '08

25 Jan '08

Hi, I am trying to export the search results (from the agent area) to a csv file.Can anyone help me in doing that? Regards, Vimal

1 0

RE: [otrs] Default state for answer templates
by Lars Jørgensen 25 Jan '08

25 Jan '08

> 2. I'm making up template answers for different queues. Every > time you open > such an answer you can also change the next state of the > ticket after this > answer is sent. Is there a way to limit the list of possible > states for each > different template? Or at least specify the default next > state for each template? You can't do it on a template level (maybe with ACLs, I haven't tried) but it is easily done on a global level in OTRS. Go to Admin -> Sysconfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose Scroll down to Ticket::Frontend::AgentTicketCompose###StateType and enter the states you want the agents to be able to select when composing a follow-up email. -- Lars

1 0

Clarification on LDAP authentication.
by Nielson, Adam 25 Jan '08

25 Jan '08

Ok, so it appears I have it "working" with an AD forest. I wanted to clarify what it does. So, when someone goes to the customer.pl or index.pl website, even if they are logged into their computer with a AD domain user, the website will STILL prompt them for a username and password? Or does it automatically authenticate them? If you have to provide a login and password, is it your domain username (as it appears to be) and then instead of them having to store their password information in a SQL database, its just stored on the AD domain? Also, if the AD domain requires an account to access it, does this account have to have "privileges" to the ldap server? Or can it just be a user? Also, do I have to create EACH user within OTRS in order for an LDAP user to log in? Thank you, Adam Nielson

2 1

Search Problem
by vimal pillai 25 Jan '08

25 Jan '08

Note: Forwarded message attached -- Original Message -- From: "vimal pillai" <vimal.p(a)rediffmail.com> To: otrs(a)otrs.org Cc: "ITLJ" <ITLJ(a)gyldendal.dk>

1 0

(no subject)
by vimal pillai 25 Jan '08

25 Jan '08

Hi, While searching with the ticketfreetext, unlike other fields i need to give the whole text for getting the search result.For eg i have a ticketfreetext field "problem description" in my search page. I actually have a ticket with value "Virus alert" for problem description(ticketfreetext).if i want to search for that ticket ,i need to give the whole "virus alert" in problem description field in search page. Then only i will get the search result. If i give "virus" or "alert" search wont work.But the partial search is working for all other fields other than ticketfreetexts.For me partial search should also work well with ticketfreetext search.Can anyone guide me to the solution. Advance thanks for help Regards Vimal

1 0

Customer Ticket Generation
by Andrew Meyer 24 Jan '08

24 Jan '08

Hi, For some reason OTRS 2.0.4 will not email the ticket number back out to the customer. I'm not sure why this has stopped. Could someone please help? Andrew Meyer Unix Systems Administrator 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

1 0

Problem with right access to queues and subqueues
by Antonio Sarmiento 24 Jan '08

24 Jan '08

Hi, I report problems with this some days ago when I was trying win32 version. Now with the suse version I'm having problem when I give the rights to move or create to queues wich are sub queue. If I don't assign the same rights to top level of the sub queues and only when I did that the frontend allowed to move or create in the three queues. I don't know if this is a bug or I'm doing something wrong Please see the attachment for an example Thanks in advance Antonio

3 2

Table 'article_plain' is Full Database Error
by Graham Strang 24 Jan '08

24 Jan '08

Hi Everyone, I have a strange database error. Last night I filled my partition with the Database on it and started getting an error from the Cron job. So I cleaned up my partition a bit, checked a manual insert on the table, and everything worked great, however I still get the error: DBD::mysql::db do failed: The table 'article_plain' is full at /home/otrs/Kernel/System/DB.pm line 380. ERROR: OTRS-PM3-10 Perl: 5.8.4 OS: linux Time: Tue Jan 22 16:50:02 2008 Message: The table 'article_plain' is full, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (31041, ?, current_timestamp, 1, current_timestamp, 1)' Traceback (11718): Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWritePlain (v1.36) Line: 208 Module: Kernel::System::PostMaster::NewTicket::Run (v1.57) Line: 268 Module: Kernel::System::PostMaster::Run (v1.60) Line: 246 Module: main::FetchMail (v1.23) Line: 207 Module: /home/otrs//bin/PostMasterPOP3.pl (v1.23) Line: 126 Or if I try and send a message: ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Wed Jan 23 10:07:30 2008 Message: The table 'article_plain' is full, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (31125, ?, current_timestamp, 2, current_timestamp, 2)' Traceback (24485): Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWritePlain (v1.36) Line: 208 Module: Kernel::System::Ticket::Article::ArticleSend (v1.128) Line: 1564 Module: Kernel::Modules::AgentTicketCompose::Run (v1.21) Line: 353 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 671 Module: /home/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 However, the message does go to the recipient AND it gets logged into the ticket and I can follow the history. Anyone got any ideas? Graham Strang d 403-450-3629 c 403-978-6706 -------------------------------------------------- Ice Edge Business Solutions 7303 - 30th Street SE, Calgary, AB T2C 1N6 t 800.605.6707 f 403.723.6644 www.ice-edge.com

2 1

Mail Delivery report: ?
by Antonio Sarmiento 24 Jan '08

24 Jan '08

Hi. Is possible enable mail delivery & open report. I'm using smtp and the final user usually sends his mail with this flags to better control. Thanks Antonio

1 0

Can't create PID PostMasterPOP3, because it's already running
by Alexander Izmaylov 24 Jan '08

24 Jan '08

Hi, I get this message every now and then in the System log. "Can't create PID PostMasterPOP3, because it's already running (*****.***.**/25099)" The 25009 is there for an example. I always get different numbers there. I don't know what causes it, but with some experiments I found out that when this thing happens, the OTRS system cannot send any e-mail notifications. Is there any way to prevent fix this?

2 1

Re: [otrs] Tickets reopen automatically
by Mladen Acinger 24 Jan '08

24 Jan '08

Dear Nils (and others), It does not happen automatically, the tickt was closed few hours before, during the daytime. At 10 minutes past midnight OTRS admin reopened them. The two log-rows are both related to OTRS admin action. We can't disable SLA's, we are not using them yet, but are in the proccess of configuring them and will use them very soon. Kind regards, Mladen Acinger > ***** > >Date: Thu, 24 Jan 2008 12:58:40 +0100 >From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> >Subject: Re: [otrs] Tickets reopen automatically >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Message-ID: <929BFBE3-1405-445A-8F43-B18578B3423A(a)lemonbit.nl> >Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes > >Mladen Acinger wrote: > >> Since a few days many of our tickets are automatically being >> reopened by OTRS admin. In the history of the ticket I see this: >> >> StateUpdate - Old: "closed successful" New: "open" - root@localhost >> (Admin OTRS) - 01/23/2008 00:10:34 >> Misc - Reset of escalation update time. - root@localhost (Admin >> OTRS) - 01/23/2008 00:10:34 >> >> It happens always at the same time, so it must be a CRON job. > >If it happens immediately, then I'd say it's not a cron job. > >> But which setting is responsible for that? Not all tickets, only few >> are being reopened. >> We are running OTRS 2.2.4. Recently we have activated the SLA and >> Service module, but are still not using these fields. > >If you're not using it, I'd just disable that module and see if the >helps. > >Nils Breunese. > >------------------------------ Please refer to: http://www.iss.nl/content/view/full/2873 for ISS’ email disclaimer.

2 1

replacing from address when composing an answer
by Niels Haagsma 24 Jan '08

24 Jan '08

Hello, I would like to know how to replace the "from address" when composing an answer. It uses the system mail address assigned to a queue, I would like to use the original to address. Thanks.

1 0

Tickets reopen automatically
by Mladen Acinger 24 Jan '08

24 Jan '08

Hi OTRS community, Since a few days many of our tickets are automatically being reopened by OTRS admin. In the history of the ticket I see this: StateUpdate - Old: "closed successful" New: "open" - root@localhost (Admin OTRS) - 01/23/2008 00:10:34 Misc - Reset of escalation update time. - root@localhost (Admin OTRS) - 01/23/2008 00:10:34 It happens always at the same time, so it must be a CRON job. But which setting is responsible for that? Not all tickets, only few are being reopened. We are running OTRS 2.2.4. Recently we have activated the SLA and Service module, but are still not using these fields. Hope someone can help. TIA. Kind regards, Mladen Acinger Head of IT Services E: acinger(a)iss.nl T: +31 (0)70 4260407 Institute of Social Studies P.O. Box 29776 2502 LT The Hague The Netherlands Please refer to: http://www.iss.nl/content/view/full/2873 for ISS’ email disclaimer.

2 1

Broken pipe with PostMaster::PreFilterModule CMD
by Cronfy 24 Jan '08

24 Jan '08

Hello, I am trying to use OTRS filtering features, that allows to use custom external script for filtering. I am talking about Ticket -> Core::PostMaster -> PostMaster::PreFilterModule###4-CMD: configuration option. But it looks like that PostMasterPOP3.pl script dies with "Broken pipe" error when filter meets message larger than 65535 characters: $ /usr/local/otrs/bin/PostMasterPOP3.pl Message 1/54 (inside_153(a)pop.peterhost.ru) Broken pipe And it is not script problem - I tried to substitute a dummy script, that just logs time of execution and exits, and there was "Broken pipe" still. To have a quick workaround, I patched Kernel/System/PostMaster/Filter/CMD.pm to check current message size and skip filter if it is larger than 64k: --- CMD.pm.orig Thu Jan 17 18:04:58 2008 +++ CMD.pm Thu Jan 17 17:44:58 2008 @@ -57,7 +57,8 @@ } # execute prog my $TmpFile = $Self->{ConfigObject}->Get('TempDir')."/PostMaster.Filter.CMD.$$"; - if (open(PROG, "|$Config{CMD} > $TmpFile")) { + my $PlainEmail = $Self->{ParseObject}->GetPlainEmail(); + if ((length($PlainEmail) <= 65536) and open(PROG, "|$Config{CMD} > $TmpFile")) { print PROG $PlainEmail; close (PROG); } Test perl script that uses pipes works fine on my system: $ cat pipetest.pl #!/usr/bin/perl -w my $PlainEmail = "T"x10000000; open(PROG, "|/usr/home/otrs/bin/if-letter-is-spam-adv.awk > /tmp/cronfy"); print PROG $PlainEmail; close (PROG); So this is some OTRS-related problem. Did anyone meet this? Any ideas? Thanks in advance. -- Cronfy.

2 2

Problem with otrs postmaster filter
by Guyard Marc 24 Jan '08

24 Jan '08

HI, I test a implementation of otrs in my services. I want to test the OTRS Postmaster filter. For exemple, i want to add a rules who add the X-OTRS-ArticleType and set to email-internal when the email come from a internal email I've configured the postmaster filter like that : ************************** Filter Name : Filtre interne Match Header 1 => From Value => EMAILADDRESS:test@orange-ftgroup.com Set Hearder 1 => X-OTRS-ArticleType Value => email-internal *************************** In my otrs log i can see this when i send a email who match the postmaster filter rule : *************************** [Thu Jan 24 11:19:03 2008][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: 'Filtre interne' Set param 'X-OTRS-ArticleType' to 'email-internal' (Message-ID: <ED811B7971C0A74F9FF8BC0C2274F904ED09F1(a)dpasmail.diwan.fr>) *************************** I think this match when i see that :-( But in my admin interface, when i look this case, the email is a email-external. When i look the email via the admin interface in plain text, i don't see a X-OTRS-* header. Can you help me please ? Thanks by advance Regards, Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com <mailto:m.guyard@orange-ftgroup.com> OBIANE 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com <http://www.orange-business.com/>

1 0

Invalid email syntax
by Cronfy 24 Jan '08

24 Jan '08

Hello, OTRS does not want to send email to address where local part starts with underscore, i.e. '_cronfy(a)mail.ru' - there is invalid syntax it says. The address is valid. Is this a bug or a feature? How can I make OTRS pass such email addresses? Thanks in advance. -- Cronfy.

4 5

Default state for answer templates
by Alexander Izmaylov 24 Jan '08

24 Jan '08

Hi, I'm relatively new to the OTRS system. Recently I have come up with a few problems I couldn't solve, neither with the help of OTRS manuals, nor the OTRS FAQ. 1. Every time you close a ticket using the "Close" button it requires you to enter an internal note (e.g. the reason or the conclusion of the ticket closure) The system then sends an auto-notification (namely "ticket state change") to the client. Question: is there any way to include this internal note in the body of this auto-reply? So the client would also know why the ticket went to that state. 2. I'm making up template answers for different queues. Every time you open such an answer you can also change the next state of the ticket after this answer is sent. Is there a way to limit the list of possible states for each different template? Or at least specify the default next state for each template? Thanks in advance. -- С уважением, Ружицкий Валерий Технический отдел Trilan.ru тел.:(925)589-0496,(495)589-0496 mailto: izmaylov(a)trilan.ru

1 0

Customer Ticket Print
by Ryan Meyer 23 Jan '08

23 Jan '08

Is customerticketprint.dtl ignored when parsing output for the print ticket? If so, where does the output come from? When a customer hits the Print link on the Ticket Zoom page, and the customer.pl?Action=CustomerTicketPrint page comes up, it doesn't read my custom output layout from Output/HTML/Standard/CustomerTicketPrint.dtl. Yet my printheader and printfooter output layouts (from the same directory) are processed. Jeff

1 0

RE: [otrs] Restrictive Permissions
by Lars Jørgensen 23 Jan '08

23 Jan '08

> Well, I have the same problem. I read the thread completely > and I don't understand, because that I would like know how you > solved it, please. I misunderstood how OTRS is supposed to work. We have seven helpdesk workers and I had made seven queues, one for each of them. That was wrong. Now they all work in the same queue. If I want to assign a ticket to an agent, I change ownership to that agent (or the agent will "lock" the ticket). I have changed our translation so "lock" and "unlock" now are called "take" and "release" because that makes more sense to us. To control permissions I put all the agents in the group "users" and created a new group called "supervisors". The way I am controlling who can do what is with a couple of ACL's (Access Control Lists) in Kernel/Config.pm: # ACL: Strip permissions from everybody $Self->{TicketAcl}->{'ACL-1'} = { # match properties Properties => { # See, this is empty. Everybody matches. }, # return possible options Possible => { Action => { AgentTicketMove => 0, AgentTicketOwner => 0, AgentTicketPriority => 0, AgentTicketFreeText => 0, AgentTicketBounce => 0, AgentTicketForward => 0, }, Ticket => { # We're not using this yet but I left it in for a rainy day where I might need it #Queue => ['Hotline', 'Koordination'], #State => => ['some state'], #Priority => ['3 normal', '4 high'], }, }, }; # ACL: supervisors can do everything. $Self->{TicketAcl}->{'ACL-2'} = { # match properties Properties => { User => { Group_rw => ['supervisor'], }, }, # return possible options Possible => { Action => { # See, this is empty = all possible actions. }, }, }; I hope that helps. Please feel free to ask for clarification on any point above. -- Lars

1 0

OTRS Ticket Will Not Stay Closed
by Buice, David R 23 Jan '08

23 Jan '08

Hello, I have two OTRS tickets that I took ownership from an exasperated customer. When you close the tickets, the OTRS system seems to automatically re-open them within seconds. Any suggestions on how to keep this tickets closed for good would be greatly appreciated. Regards, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122

3 3

Error creating new customer account
by Ceri 23 Jan '08

23 Jan '08

Hi, I am trying out OTRS to see if it fits our needs for a helpdesk system. However I am running into a problem when I try to create a new customer account via customer.pl. When I hit create I get the following error: Software error: IO::Handle: bad open mode: >: at /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/MIME/Entity.pm line 1925 It looks like the user account has been created because If I go back and try again it tells me that the account already exists. I am running on Red Hat Enterprise Linux ES release 3 (Taroon Update 4) perl -v shows Summary of my perl5 (revision 5.0 version 8 subversion 0) configuration: Platform: osname=linux, osvers=2.4.21-14.elsmp, archname=i386-linux-thread-multi uname='linux tweety.build.redhat.com 2.4.21-14.elsmp #1 smp wed apr 14 18:55:47 edt 2004 i686 i686 i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -march=i386 -mcpu=i686 -Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Dotherlibdirs=/usr/lib/perl5/5.8.0 -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -march=i386 -mcpu=i686', cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.2.3 20030502 (Red Hat Linux 3.2.3-42)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lpthread -lc -lcrypt -lutil perllibs=-lnsl -ldl -lm -lpthread -lc -lcrypt -lutil libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic -Wl,-rpath,/usr/lib/perl5/5.8.0/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS USE_LARGE_FILES PERL_IMPLICIT_CONTEXT Locally applied patches: MAINT18379 Built under linux Compiled at Oct 5 2004 13:02:53 @INC: /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 The output from otrs.checkModules shows CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... not installed! (for PDF output - not required) Compress::Zlib ... not installed! (for PDF output - not required) So i dont think that I am missing anything there. perl -cw bin/cgi-bin/index.pl perl -cw bin/PostMaster.pl perl -cw bin/cgi-bin/installer.pl all show syntax OK Could anyone point me in the right direction. Cheers Ceri -- Ceri Townsend Systems Administrator cerit(a)teleord.co.uk

2 1

Re: The system don't get email from pop3 accounts
by Antonio Sarmiento 23 Jan '08

23 Jan '08

Hi, Thanks Shawn and Lars by your response. I installed OTRS with yast but it gave me some problems when I did With Shawn's tips the problem was solved and it's working fine now. Thanks again Antonio

1 0

OTRS 2.0.4 not generating outisde tickets
by Andrew Meyer 22 Jan '08

22 Jan '08

Out of the blue OTRS has 2.0.4 has stopped generating ticket numbers to the person sending the emails into the helpdesk. Could someone shed some light on this subject? Andrew Meyer Unix Systems Administrator 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

2 1

RE: [otrs] Re: The system don't get email from pop3 accounts
by Lars Jørgensen 22 Jan '08

22 Jan '08

> With this I understand there aren't running the otrs cron is > that rigth ? How can I restart the cron jobs ?? If you did a manual installation of OTRS you have to put in the cron jobs yourself. There's a script to do it for you, check http://doc.otrs.org/2.2/en/html/x354.html#cronjobs - scroll down to section 3.2.5. -- Lars

1 0

The system don't get email from pop3 accounts
by Antonio Sarmiento 22 Jan '08

22 Jan '08

Hi I'm working with a new suse 10.2 installation and I'm having some problems: 1.The system don't get mail from pop3 accounts. Although I check the address and there are right ( Use PostMasterPOP3.pl) it don't work. When I checked in this moment read the accounts and load the DB. I thing maybe some problem with cron ?? 2.-Problem with privileges acces to queue's I assign to move and create privileges only form some users in a group and assign this group to the queue. When I connect with the user I cant move to the queue o create tickets ?? Somebody would help me ?? Thanks Antonio

2 2

Duplicates tickets ??
by Antonio Sarmiento 21 Jan '08

21 Jan '08

Hi, I report this problem some days ago when I was using win32. But the problem arise again under suse 10.2 with otrs 2.2.4 The problem is the system store duplicate ticket (different number with the same description) due to many cliks in create button in phone ticket screen while the system response and send a new screen. Somebody know how could avoid this problem?? Thanks Antonio Antonio

1 0

Re: What does mean a blinking queue name ??
by Antonio Sarmiento 21 Jan '08

21 Jan '08

Thanks Nils I recently discover this feature because I began to use firefox over suse. When I'm using MS IE the queue name don't blink. Thanks again Antonio

2 1

RE: [otrs] Log problem: "No space left on device" in System::Log
by Mark Nernberg 21 Jan '08

21 Jan '08

-----Original Message----- From: Kurt Jaeger [mailto:pi@opsec.eu] Sent: Monday, January 21, 2008 9:33 AM To: Mark Nernberg Subject: Re: [otrs] Log problem: "No space left on device" in System::Log Hi! > > /dev/da0s4d 4058062 3790674 -57256 102% /files > > This partition (/files) is full. Please check. > ---------------------------------------------------------------------------- > [mjn] > The OTRS install has nothing on /files. > > /files holds an iSCSI disk image. > > OTRS is in "/usr/local/www/secure/otrs" > Logging is in /var > temporary storage is in /tmp Maybe /usr/local/www/secure/otrs is symlinked onto /files ? If you cd /usr/local/www/secure/otrs and type df . what is displayed ? ---------------------------------------------------------------------------- --- [mjn] bravo# cd /usr/local/www/secure/otrs bravo# df . Filesystem 1K-blocks Used Avail Capacity Mounted on /dev/da0s4e 16147168 5255214 9600182 35% /usr bravo# The /files mount is its own thing -- it is completely independent from everything else on the system. In short, it's a red-herring. The problem is somewhere in System::Log.pm -- although line 93 triggers the error, I'm sure its somewhere before that. Running perl from the command line on PostMasterPOP3.pl (with debugger): bravo# perl -d PostMasterPOP3.pl Loading DB routines from perl5db.pl version 1.28 Editor support available. Enter h or `h h' for help, or `man perldebug' for more help. main::(PostMasterPOP3.pl:33): $VERSION = qw($Revision: 1.28 $) [1]; DB<1> n main::(PostMasterPOP3.pl:47): my %Opts = (); DB<1> n main::(PostMasterPOP3.pl:48): getopt( 'upshdf', \%Opts ); DB<1> n main::(PostMasterPOP3.pl:49): if ( $Opts{'h'} ) { DB<1> n main::(PostMasterPOP3.pl:55): if ( !$Opts{'t'} ) { DB<1> n main::(PostMasterPOP3.pl:56): $Opts{'t'} = 60; DB<1> n main::(PostMasterPOP3.pl:58): if ( !$Opts{'d'} ) { DB<1> n main::(PostMasterPOP3.pl:59): $Opts{'d'} = 0; DB<1> n main::(PostMasterPOP3.pl:61): if ( !$Opts{'popd'} ) { DB<1> n main::(PostMasterPOP3.pl:62): $Opts{'popd'} = 0; DB<1> n main::(PostMasterPOP3.pl:66): my %CommonObject = (); DB<1> n main::(PostMasterPOP3.pl:67): $CommonObject{ConfigObject} = Kernel::Config->new(); DB<1> n main::(PostMasterPOP3.pl:68): $CommonObject{LogObject} = Kernel::System::Log->new( main::(PostMasterPOP3.pl:69): LogPrefix => 'OTRS-PM3', main::(PostMasterPOP3.pl:70): %CommonObject, main::(PostMasterPOP3.pl:71): ); DB<1> n No space left on device at /usr/local/www/secure/otrs/Kernel/System/Log.pm line 93. at /usr/local/www/secure/otrs/Kernel/System/Log.pm line 93 Kernel::System::Log::new('Kernel::System::Log', 'LogPrefix', 'OTRS-PM3', 'ConfigObject', 'Kernel::Config=HASH(0x9153484)') called at PostMasterPOP3.pl line 68 Debugged program terminated. Use q to quit or R to restart, use o inhibit_exit to avoid stopping after program termination, h q, h R or h o to get additional info.

1 0

RE: [otrs] Log problem: "No space left on device" in System::Log
by Mark Nernberg 21 Jan '08

21 Jan '08

-----Original Message----- From: Kurt Jaeger [mailto:pi@opsec.eu] Sent: Monday, January 21, 2008 9:20 AM To: Mark Nernberg Subject: Re: [otrs] Log problem: "No space left on device" in System::Log Hi! > There is plenty of disk space: > bravo# df > /dev/da0s1a 2025328 125508 1737794 7% / > devfs 1 1 0 100% /dev > /dev/da0s4d 4058062 3790674 -57256 102% /files This partition (/files) is full. Please check. ---------------------------------------------------------------------------- [mjn] The OTRS install has nothing on /files. /files holds an iSCSI disk image. OTRS is in "/usr/local/www/secure/otrs" Logging is in /var temporary storage is in /tmp

1 0

Log problem: "No space left on device" in System::Log
by Mark Nernberg 21 Jan '08

21 Jan '08

We were running OTRS successfully for quite some time, when we started getting the following error: "Software error: No space left on device at /usr/local/www/secure/otrs/Kernel/System/Log.pm line 93. For help, please send mail to the webmaster (http-admin(a)1fast.us) giving this error message and the time and date of the error." No cron jobs will run, nor can we access anything in OTRS without triggering this error. An attempt to provide a new installation of OTRS also failed; the same error message occurs when trying to run installer.pl, or when running anything from the command line. There is plenty of disk space: bravo# df /dev/da0s1a 2025328 125508 1737794 7% / devfs 1 1 0 100% /dev /dev/da0s4d 4058062 3790674 -57256 102% /files /dev/da0s3e 4055384 65480 3665474 2% /tmp /dev/da0s4e 16147168 5255214 9600182 35% /usr /dev/da0s3d 4058062 409838 3323580 11% /var /dev/ad3s1d.bde 196957934 89645520 91555780 49% /home devfs 1 1 0 100% /var/named/dev Any clues, anyone? -- Mark J. Nernberg PLEASE NOTE: THIS IS NOT MY REGULAR EMAIL ACCOUNT! AIM: marknernberg ICQ: 457132342 XMPP: m(a)marknernberg.com

1 0

Time delay
by vimal pillai 21 Jan '08

21 Jan '08

Hi, I couldnt find anything like '*/10 " in $HOME/bin/PostMasterPOP3.pl i am using windows version of OTRS. Can u help me by describing the solution little in more detailed manner.

1 0

Automatically lock ticket after creation
by Lars Monsees 21 Jan '08

21 Jan '08

Hello, I already posted this on the German mailing list but didn´t get an answer that led to a solution. I would like to know what I have to configure so that newly created tickets (via telephone) get locked to the agent automatically (without selecting an agent manually). Though, they should not get locked when the initial status is set to a closed state. OTRS 2.2.3 Lars

1 1

What does mean a blinking queue name ?¿
by Antonio Sarmiento 21 Jan '08

21 Jan '08

Hi, Somebody knows what does mean when the queue name in the queueview is blinking ?? I find explication for diferente colors of the queue name, it´s related qwith the parameter about the age of the tickets, but din´t find something about blinking Thanks Antonio

4 3

RE: [otrs] Time delay in mails coming to OTRS inbox
by Lars Jørgensen 21 Jan '08

21 Jan '08

> we are receving mail in OTRS inbox with the time delay of minimum 7 > minutes. Is there anyway of reducing this time delay. crontab -u otrs -e Search for this line: */10 * * * * $HOME/bin/PostMasterPOP3.pl >> /dev/null The first number is the minutes. "*/10" means it runs every 10 minutes. I have changed ours to "*/2" which means every two minutes. You can also just put "*" and the job will run every minute. -- Lars

1 0

Incident/ Ticket Skeleton
by Nele Brick 21 Jan '08

21 Jan '08

Hi @ all, is there a possibility to define something like a ticket skeleton? For Problems which occur quite often, it would be great just to load the standard text and only to update the relevant parts? Thanks a lot, neleb

2 1

Time delay in mails coming to OTRS inbox
by vimal pillai 21 Jan '08

21 Jan '08

Hi, we are receving mail in OTRS inbox with the time delay of minimum 7 minutes. Is there anyway of reducing this time delay. Any help would be really appreciated. Thanks Vimal

1 0

Consistent deletion of tickets
by Hannes Riechmann 21 Jan '08

21 Jan '08

Hello, I have a question: After a testperiod where we tested some configuration issues, our system now has gone live. I would really like to delete all the test tickets now, so that they do not appear in the ticket search or in the statistics. I know that for consistency reasons deletion normally is not possible in otrs. Exists a common approach how to delete tickets in a consistent way? Is it sufficient to delete the tickets entrys in the ticket and in the history table? Thanks in advance, Hannes Riechmann

3 5

Auto close or removal upon entry into the junk queue possible?
by Jim Archer 20 Jan '08

20 Jan '08

Is there a way set up OTRS so that any ticket moved into the JUNK queue is automatically flagged as "removed" or closed?

2 2

System Error
by Alexis Gingras 20 Jan '08

20 Jan '08

Hi , I would like to try otrs but I never been able to make my installation work. My new error is : Software error: Got no TicketObject! at ../..//Kernel/Output/HTML/NavBarModuleAdmin.pm line 30. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. I get this right after I log in with the default user root@localhost. In otrs log file i have : [Fri Jan 18 22:48:28 2008][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 127.0.0.1). And in the apache log : [Fri Jan 18 22:48:30 2008] [error] [client 127.0.0.1] [Fri Jan 18 22:48:30 2008] index.pl: Subroutine Load redefined at (eval 38) line 4., referer: http://127.0.0.1/otrs/index.pl [Fri Jan 18 22:48:35 2008] [error] [client 127.0.0.1] [Fri Jan 18 22:48:35 2008] index.pl: Subroutine Load redefined at (eval 1190) line 4., referer: http://127.0.0.1/otrs/index.pl [Fri Jan 18 22:48:35 2008] [error] [client 127.0.0.1] [Fri Jan 18 22:48:35 2008] index.pl: Subroutine Load redefined at (eval 38) line 4., referer: http://127.0.0.1/otrs/index.pl [Fri Jan 18 22:48:38 2008] [error] [client 127.0.0.1] [Fri Jan 18 22:48:38 2008] index.pl: Got no TicketObject! at ../..//Kernel/Output/HTML/NavBarModuleAdmin.pm line 30., referer: http://127.0.0.1/otrs/index.pl So if anyone can help me here PLEASE!!! Thanks -- Alexis Gingras

3 4

Otrs Architecture
by Nele Brick 20 Jan '08

20 Jan '08

Hello, does anybody have any information about the architecture? the ones I can find are not very detailled... Would be great! Thanks a lot, neleb

3 2

TimeAccounting and Tickets.
by Alan Norton 19 Jan '08

19 Jan '08

Hello All, I was wondering, is there an easy way to link a Ticket to a Project setup in the Time Accounting Module? I hoping there is an easier way to link the two, other then changing the underlining code for each module. Thanks, Alan Norton No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.19.2/1224 - Release Date: 1/14/2008 5:39 PM

5 5

Software Error
by Vince Deli 19 Jan '08

19 Jan '08

Testing stats, I generated a test report and submitted before I had completed. The report shows in the Overview page with a Stat# but when I click on it I get an error message: Software error:Illegal division by zero at ../..//Kernel/System/Stats.pm line 1581. I would like to delete the stat report. Does someone know how to do this?I'm using OTRS version 2.2.4 on Redhat Enterprise 5. _________________________________________________________________ Climb to the top of the charts! Play the word scramble challenge with star power. http://club.live.com/star_shuffle.aspx?icid=starshuffle_wlmailtextlink_jan

1 0

Customer can not view tickets - My Tickets
by Tina Kerr 18 Jan '08

18 Jan '08

Powered by OTRS 2.2.4 <http://otrs.org/> When I am logged in as a customer, I am unable to view any tickets from My Tickets or Company Tickets. I know this question has been posted previously, http://lists.otrs.org/pipermail/otrs/2006-July/011838.html But I am unable to find a thread to the resolution. Please Help, Thanks! Tina Kerr Manager, Production Support Office: 214-618-9540 Fax: 303-635-2005 Mobile: 303-884-0058 tkerr(a)calpont.com <mailto:tkerr@calpont.com> +++++CONFIDENTIALITY NOTICE+++++ The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained here in is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this email from your system.

2 2

Deleting Stats
by Vince Deli 18 Jan '08

18 Jan '08

In testing the stats, I generated a test and submitted before I had completed. The report shows in the Overview page with a Stat# but when I click on it I get an error message: Software error:Illegal division by zero at ../..//Kernel/System/Stats.pm line 1581. I would like to be able to delete the stat report. Does someone know how to do this?Thanks in advance. _________________________________________________________________ Put your friends on the big screen with Windows Vista® + Windows Live™. http://www.microsoft.com/windows/shop/specialoffers.mspx?ocid=TXT_TAGLM_CPC…

1 1

Re: [otrs] Company - Customers relation.
by Fabio Paracchini 18 Jan '08

18 Jan '08

Hi Sveinung, I hopefully can enlight you on question 4 (Time units): you can extract that info from table time_accounting, and join it with ticket and customer_company, like this: select customer_company.name as "Customer", sum(time_unit) as "Total time spent" from ticket, customer_company, time_accounting where customer_company.customer_id = ticket.customer_id and time_accounting.ticket_id = ticket.id group by customer_company.name; Of course you have to set in OTRS the relations between customer users and customer company and assign the customer user for each ticket. Regards 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.

1 0

Email Creates new ticket and updates an existing ticket
by Brett Wells 18 Jan '08

18 Jan '08

The problem that I'm having is this. A user creates a ticket via the web interface then gets a email confirmation and then replies to the email which updates the existing ticket in the system but also creates a new ticket. I need to find a way to make the system not create a new ticket on follow up emails from existing tickets. Thanks, Brett

2 1

Reject emails without ticket ID
by Marek Kędzierski 18 Jan '08

18 Jan '08

Hi I would like to create rule to create auto-reply to my customers which write emails to support@... without ticket ID.. PostMaster::PreFilterModule###3-NewTicketReject: has ability to add only one "From" but I want to add few rules for example '@customer1.com', '@customer2.com' etc.. What is the best way to create autoreply message which bu only use with specific emails ? thans for any info marekk

4 5

RE: [otrs] Installation problem ?
by Lars Jørgensen 18 Jan '08

18 Jan '08

> If the Fedora package is not working for you, you might want > to file a bug in Fedora's bug tracker. The current version of OTRS is 2.2.4, I > believe Fedora 7 has 2.1.5. There are RPMs available on otrs.org. Let me sugggest a manual installation. I did it with absolutely no OTRS experience just by following the instructions on otrs.org. This way you'll be running the latest release and you end up knowing a little bit about OTRS in the process. I installed it on a Debian stable if that's any help for you. -- Lars

3 5

Create duplicate ticket due to many cliks in create button
by Antonio Sarmiento 17 Jan '08

17 Jan '08

Today we create duplicate ticket due to many cliks in create button in phone ticket frontend How can we avoid that ?? It was in win32 2.2.4

1 0

Re: otrs Digest, Vol 54, Issue 42
by Gary Sedgwick 17 Jan '08

17 Jan '08

Hi Michael, > Could this be better done with some advanced ACL's and groupings in OTRS? > ie. > one admin (you) to group agents, customers, etc into specific groups so no > one > group can see another with permission. That sounds as if it's some way there... I can't really comment as I am completely new to OTRS, I've installed it on a test server, but wanted to sort out any virtual site issues before going much further. The thing that concerns me is if the OTRS sites themselves would function correctly. If say I provided hosting on my server to numerous clients (each with their own domain), I might want to provide an OTRS instance for each of them, and it would be important that it would appear to each that it was being provided under the own domain. I suppose it would be possible that all domains would route to the same OTRS install (e.g. www.xxx.com/otrs and www.yyy.com/otrs would go to the same install), and who the user logs in as would determine which "instance" they would see. Much the same way I have Squirrelmail set up on my server. I wonder though whether you need individual OTRS configs though - I haven't played with OTRS properly at all yet! Also, I don't know if OTRS can be "skinned" or if this is something people might want in future (I can imagine virtual sites wanting their own look & feel), but I think that would require something more advanced. I'll give what you suggest a go i.e. see if I can set up the appropriate ACLs/groupings. It would be nice to have this documented as a use case - I'll see if I can, but my time is about to become extremely limited... > > I use software which does this for mail filtering etc and it works fine. > My > guess is a little OTRS coding will need to take place to support such a > thing > though. Personally I'd like to see it happen as I could use that type of > functionality. > > Regards, > > Michael. >

1 0

statistic - tickets which have not been locked yet
by Gabriella Asprella Libonati 17 Jan '08

17 Jan '08

Hiya I've been trying to setup a statistic tpl to show, for all the different queues, the number of tickets which are not being owned currently (that's the ticket that no one currently is locking). Any hints on how to get this working? Thanks, danke :) --gabi

1 0

Migrating from win32 to suse 10.2
by Antonio Sarmiento 17 Jan '08

17 Jan '08

Hi, Due to the list recomendation and unsolved windows problems i'm migrating to suse 10.2 Is possible to copy mysql db ?? Is possible to copy otrs config files? I'm using otrs 2.2.4 who has experience in something like this or give me some tips Thanks Antonio

1 0

Add agent name/login in message headers
by Cronfy 17 Jan '08

17 Jan '08

Hello, I want to add agent name or login to outgoing messages' headers. This would be very useful along with sendmail_bcc and would make mail filtering much easier. Is it possible? Thanks in advance. -- Cronfy.

1 0

OTRS support for virtual sites
by Gary Sedgwick 17 Jan '08

17 Jan '08

Hi, I'm new to OTRS, and looking at installing it on a CentOS server with Apache (and mod_perl). However, the server is currently hosting numerous websites and e-mail accounts under different domains (i.e. virtual sites), and I would like to provide an OTRS "instance" for each domain. So, for example, foo.com would have a website www.foo.com, and should have its own OTRS "instance" (and associated tickets, users, etc.), whereas bar.com has a website www.bar.com hosted on the same server, and should have its own OTRS "instance". I believe I could achieve this by having multiple installations of OTRS; however, that would then become a nightmare to support with say hundreds of virtual sites running from the same server (an upgrade or patch would have to be applied to hundreds of installations). So what I require is one OTRS installation, with individual config and database for each virtual site. In fact, I don't really mind if there is only one database (this might even be preferable), but the tickets/users etc. of foo.com have to be completely separate (and inaccessible) by bar.com's tickets/users etc. Please could someone advise if this is possible? I have trawled the documentation, web, mailing lists etc. and have not found an answer, let alone any config to achieve it. Thanks in advance, Gary

3 2

RE: [otrs] Ticket/Framework XML
by Lars Jørgensen 17 Jan '08

17 Jan '08

> When you look in the admin web interface under the menu > sysconfig, the > setting should be Key=Activ Content=0. I have confirmed that this > setting will remove the users language preference. It does, but I still get a language selection box on the login screen. How do I remove that? -- Lars

1 0

RE: FW: [otrs] Restrictive Permissions
by Lars Jørgensen 17 Jan '08

17 Jan '08

> where i can find "who doing that" functionality? If you enable StatusView from SysConf you'll get it. Admin -> SysConfig -> Group: Ticket -> Frontend::Agent::ModuleRegistration -> Tick the box next to 'Frontend::Module###AgentTicketStatusView' -> Update It looks like it's basically a predefined search and not as pretty as a ticket view, but the information you need is there and it is easy to sort it. -- Lars

2 1

RE: [otrs] Restrictive Permissions
by Lars Jørgensen 17 Jan '08

17 Jan '08

> By doing this, you loose the functionality of the personal > mailbox. This > is where the agent can monitor all his locked, watched, and peding > tickets, and filter them in a manner which is logical to him or her. I set it up yesterday and finally realized the meaning of locked tickets. Maybe I'm dense but the terminology of locking and unlocking tickets seems a bit off. A lock as understood in common computing terms is the concept of taking a resource and use it exclusively, denying everybody else access. From a technical standpoint I can easily see why this terminology made it into OTRS. From a usability standpoint it is not making sense. An agent should "take" a ticket, not "lock" it. An agent should "release" a ticket, not "unlock" it. Tickets can automatically be "released" by OTRS. "Locked tickets" should be "My tickets" in the agent frontend. Looking through the translation there's not many strings that need to be changed to accomplish this. As I'm using Danish it's no biggie for me to change it for our installation. But before I do I would like to know if I am misunderstanding something fundamental in OTRS? -- Lars

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RE: [otrs] Ticket/Framework XML
by Lars Jørgensen 17 Jan '08

17 Jan '08

> I hadn't actually used the system config page -- I was just > doing it by hand. Be careful with that. If you edit anything in the existing configuration files you'll lose your changes in the next OTRS opgrade. By using SysConfig, OTRS will place your changes in a separate file that can easily be applied after an upgrade. -- Lars

1 0

FW: [otrs] Restrictive Permissions
by Lars Jørgensen 17 Jan '08

17 Jan '08

Sorry, I posted directly to sender. > -----Original Message----- > From: Lars Jørgensen > Sent: Wednesday, January 16, 2008 1:44 PM > To: 'nils(a)lemonbit.nl' > Subject: RE: [otrs] Restrictive Permissions > > > > I would just solve this without setting up separate queues > for Adam > > and Eve. Why not just use one queue and let the supervisor assign > > tickets to either Adam of Eve? > > I have thought of that but I think the supervisor lacks the > visual status of who is doing what. > > By creating a sub-qeueue for each agent it is very easy to > see who has tickets, how many they have, get a nive view of > their workload and so on. > > Would this be just as easy if I only use a Helpdesk queue and > assign ownership of tickets? Would each agent easily be able > to view his own tickets? > > > -- > Lars

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Re: [otrs] OTRS support for virtual sites
by Gary Sedgwick 16 Jan '08

16 Jan '08

Hi Ryan, > I don't see why it wouldn't be possible. > > Copy the otrs directory elsewhere, edit the config (otrs location, database > details) edit apache config.... Thanks for the reply, are you suggesting copying the whole of the otrs installation directory? The problem is I'd want just one copy of the binaries/libraries on the server (to make patches/upgrades easier), but individual config files (and perhaps databases) for each virtual site. I'm quite happy with sorting out the Apache config for multiple OTRS installs, the question is whether it's possible to have OTRS config files decoupled from just the one OTRS installation, and then how to direct Apache to these configs. I had a thought that perhaps this could be done with symbolic links for the binaries/libraries, so that it appears that there are individual complete installs of OTRS on the machine, when in fact they share the same binaries/libraries. But this seems messy, and doen't really fix the problem properly as future upgrades/patches would require maintenance of all the symbolic links for each virtual site. Gary

2 1

Ticket/Framework XML
by Ryan Meyer 16 Jan '08

16 Jan '08

I'm having trouble editing my configuration files. I've read the developers manuals and am following their directions. For example -- I set ConfigItem CustomerPreferencesGroups###Language to Valid="0" Yet the box still displays on my customers' preference page. I removed the ConfigItem completely, also to no avail. Yet these are the only files in the entire OTRS system, including the DB, that seem to have the words "frontend language" in them. Am I missing something completely? Like, do I need to be changing these config options from a perl prompt? Any help is appreciated!

2 2

RE: [otrs] Restrictive Permissions
by Lars Jørgensen 16 Jan '08

16 Jan '08

> Yes. An agent can click 'Locked tickets' in the upper right to get a > list of the tickets he/she is working on. And if you enable > the Status > View module the supervisor can use that to get an overview of who is > working on what. Great, this makes things more simple! I've invalidated all my sub-queues and enabled the status view. Now I'm also beginning to understand the concept of locked tickets :-) -- Lars

1 0

RE: [otrs] Reply by email in web interface
by Lars Jørgensen 16 Jan '08

16 Jan '08

> Many thanks... SO simple I'm embarrassed. No problem, many of us are very new to this and OTRS is a powerful beast indeed. I'm very happy with the friendly atmosphere on this list. I'm just glad to be able to help and also learn new things myself. -- Lars

1 0

Re: [otrs] Restrictive Permissions
by Nils Breunese (Lemonbit) 16 Jan '08

16 Jan '08

Lars Jørgensen wrote: >> I would just solve this without setting up separate queues for Adam >> and Eve. Why not just use one queue and let the supervisor assign >> tickets to either Adam of Eve? > > I have thought of that but I think the supervisor lacks the visual > status of who is doing what. > > By creating a sub-qeueue for each agent it is very easy to see who > has tickets, how many they have, get a nive view of their workload > and so on. > > Would this be just as easy if I only use a Helpdesk queue and assign > ownership of tickets? Would each agent easily be able to view his > own tickets? Yes. An agent can click 'Locked tickets' in the upper right to get a list of the tickets he/she is working on. And if you enable the Status View module the supervisor can use that to get an overview of who is working on what. Nils Breunese.

1 0

RE: [otrs] Reply by email in web interface
by Lars Jørgensen 16 Jan '08

16 Jan '08

> The only problem I seem to be having is that I can not simply > respond by email in the web interface, it only gives me the option to > responding by phone. You do this in the admin area. Define one or more response templates in 'Responses'. Assign the response(s) to a queue in 'Responses <-> Queue'. When you zoom the ticket, you can click on the defined response(s) and thereby respond by email. The correspondence gets included in the ticket. -- Lars

2 1

RE: [otrs] Restrictive Permissions
by Lars Jørgensen 16 Jan '08

16 Jan '08

> If anybody's interested these are the ACLs I made in Config.pm: And right after posting I realized a much nicer way of constructing the ACLs. # nobody can move tickets by default. $Self->{TicketAcl}->{'ACL-1'} = { # match properties Properties => { }, # return possible options Possible => { Action => { AgentTicketMove => 0, }, }, }; # supervisors can move tickets. $Self->{TicketAcl}->{'ACL-2'} = { # match properties Properties => { User => { Group_rw => ['supervisor'], }, }, # return possible options Possible => { Action => { AgentTicketMove => 1, }, }, };

1 0

Reply by email in web interface
by Leigh Blackwell 16 Jan '08

16 Jan '08

Hi, I have installed and started to use the system setup a number of Customer Company and select number of customer users for each company. I have set up a queue of groups and queues for the use of each company. I have managed to get incoming email from anyone (user or not) at those company's email domains to be correctly assigned to the company and queue using postmaster filters. The only problem I seem to be having is that I can not simply respond by email in the web interface, it only gives me the option to responding by phone. This is the same whether the person emailing is a customer user or not. So currently I have to email from outlook and CC the person who made the query and then close the ticket by hand, which has to be wrong. Any Suggestions? Regards Leigh -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

2 1

Restrictive Permissions
by Lars Jørgensen 16 Jan '08

16 Jan '08

Hi. I've searched through the documentation and tried out my luck with permissions but I'm stumped. Scenario: We have some agents and a supervisor. We have a Helpdesk Queue and each agent has a sub-queue in that Queue as follows: Helpdesk - Adam's queue - Eve's queue Tickets arrive in the Helpdesk queue. The Supervisor assigns tickets to either Adam's or Eve's queue. Adam and Eve should not be able to reassign tickets to other queues. I have tried to use the permissions on the agents to do this. If I choose *anything* other than "rw", the agents can't even see any tickets and I can't assign ownership of tickets to the agents. If I give an agent "rw" then all other permissions automatically become invoked and they can move tickets to other queues which I don't want them to. What am I missing? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

2 1

RE: [otrs] Restrictive Permissions
by Lars Jørgensen 16 Jan '08

16 Jan '08

> I've searched through the documentation and tried out my luck > with permissions but I'm stumped. I solved the problem with a couple of ACLs but this is not so pretty because the agents still get a "move into" dialogue on the ticket. They can't use it so it works as I want it to, but I would like it to disappear altogether. If anybody's interested these are the ACLs I made in Config.pm: # ACL: Nobody can move tickets between queues except members of the 'supervisor' group. $Self->{TicketAcl}->{'ACL-1'} = { Properties => { }, Possible => { Ticket => { Queue => [''], }, }, }; $Self->{TicketAcl}->{'ACL-2'} = { Properties => { User => { Group_rw => ['supervisor'], }, }, PossibleNot => { # This is ugly. I blacklist the entire list of queues (according to the docs at # http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=5&ItemID=68) # and that makes them show up. This was the only way to make it work for me. Ticket => { Queue => [], }, }, }; > Scenario: We have some agents and a supervisor. We have a > Helpdesk Queue and > each agent has a sub-queue in that Queue as follows: > > Helpdesk > - Adam's queue > - Eve's queue > > Tickets arrive in the Helpdesk queue. The Supervisor assigns > tickets to either > Adam's or Eve's queue. Adam and Eve should not be able to > reassign tickets to > other queues. > > I have tried to use the permissions on the agents to do this. > If I choose > *anything* other than "rw", the agents can't even see any > tickets and I can't > assign ownership of tickets to the agents. If I give an agent > "rw" then all > other permissions automatically become invoked and they can > move tickets to > other queues which I don't want them to. > > What am I missing? > > > -- > Lars Jørgensen > Netværksadministrator > Gyldendal A/S > Tlf. 33 75 57 95 > _______________________________________________ > 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/> > >

1 0

RE: [otrs] Ticket/Framework XML
by Lars Jørgensen 16 Jan '08

16 Jan '08

> I set ConfigItem CustomerPreferencesGroups###Language to Valid="0" > Yet the box still displays on my customers' preference page. > I removed the ConfigItem completely, also to no avail. > Yet these are the only files in the entire OTRS system, > including the DB, that > seem to have the words "frontend language" in them. I think you need to create a new theme to do that. It's a little tricky but if you follow the documentation at http://doc.otrs.org/2.2/en/html/c1784.html you'll be set. It was the only way I could figure out how to remove the language box from the customer login screen. -- Lars

1 0

RE: [otrs] Is possible load the customer from csv file ?
by Lars Jørgensen 16 Jan '08

16 Jan '08

> Is possible load customers from CSV file ?? because its a lot > of external > customer don't register in the system but there are in the > outlock adressbook If you have them in Outlook, you can probably get them with LDAP. It's the best option because your information will always be current and valid. -- Lars

1 0

How can I get queueview used in locked ticket for the main queue view
by Antonio Sarmiento 16 Jan '08

16 Jan '08

Hi, The idea is use for the main queueview the smallest possible queueview like for example the locked ticket because its has only the header (3 lines) Thanks Antonio

2 3

Logout issue
by Jake Conk 16 Jan '08

16 Jan '08

Hello, Every time when I log out I get this error on the page: ------------------------------------------------------- 502 Bad Gateway The server returned an invalid or incomplete response. ------------------------------------------------------- I have to then refresh the page again in order for it to take me back to log in page and when I refresh the page it says "Invalid SessionID!" in red on top of the page. I also noticed if I leave the page without refreshing a second time it gets stuck on the 502 error above unless I go to index.pl?Action=Logout a second time. How do I fix this? I am using otrs-2.1.7-39. Thanks, - Jake

1 0

Newbie Q
by Lars Stavholm 15 Jan '08

15 Jan '08

Hi All, I'm new to OTRS and I'm wondering: what's the best and easiest way to add a few fields to the database and the GUI? Where to read documentation about this? Is OPM packaging the (best) way? Any input appreciated /Lars

1 0

Include image , type of leters an color in outbound mail
by Antonio Sarmiento 15 Jan '08

15 Jan '08

Hi, Is possible include images like a logo and diferent type and color of letters in mail sending to customers ?? It must be in the body of responses and in the signature area. Thaks for your help Antonio

2 1

RE: [otrs] Notify the agent by e-mail when a new ticket isgeneratedinone of the agent's queue
by Aysel Pamuk 15 Jan '08

15 Jan '08

Hello, I receive Follow up notifications so I am sure my mail server is running. [ Follow up notification ] Send me a notification if a customer sends a follow up and I'm the owner of this ticket. I have set New Ticket Notification to Yes as shown below. But still I cannot receive a notification e-mail. [ New ticket notification ] Send me a notification if there is a new ticket in "My Queues". No Yes Do you have any idea? Thank you, Aysel -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Obee, Daniel Sent: Friday, January 04, 2008 10:47 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Notify the agent by e-mail when a new ticket isgeneratedinone of the agent's queue This is exactly what I described. The header of said area in the preferences panel might be named [ Mail Management ] for a reason ;D Greetz, Daniel ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Aysel Pamuk Sent: Freitag, 4. Januar 2008 09:18 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Notify the agent by e-mail when a new ticket is generatedinone of the agent's queue Thank you for you reply. But I am asking for e-mail notification. Notifications can be seen from otrs web site but the agent might not have opened the otrs. That is why, an e-mail should be sent to the agent. Is there a way to do this? Aysel ________________________________ From: otrs-bounces(a)otrs.org on behalf of Obee, Daniel Sent: Fri 04/01/2008 10:19 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Notify the agent by e-mail when a new ticket is generatedinone of the agent's queue Those are basic functions which can be done in the 'preferences' panel by the agent himself. The agent needs to mark the queue as 'my queue' and switch 'new ticket notification' to 'Yes'. Greetz, Daniel ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Aysel Pamuk Sent: Freitag, 4. Januar 2008 08:49 To: otrs(a)otrs.org Subject: [otrs] Notify the agent by e-mail when a new ticket is generated inone of the agent's queue Hello, I want to notify an agent by e-mail when a new ticket is generated in one of its queues. How can I do this? Thank you, Aysel

2 2

Installation problem ?
by Alexis Gingras 15 Jan '08

15 Jan '08

Hi, I wan't to try otrs. I use Fedora Core 7 so I used the rpm package. The installation went well. But when I log in I got a 500 internal server error. When i look at the otrs log file I got : [Mon Jan 14 21:24:35 2008][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 127.0.0.1). Nothing there. Now I looked into the apache error_log and WOW : [Mon Jan 14 21:24:38 2008] [error] [client 127.0.0.1] [Mon Jan 14 21:24:38 2008] index.pl: Attempt to free unreferenced scala r: SV 0xa0a7d6c, Perl interpreter: 0x93dc008 at ../..//Kernel/System/Config.pm line 1325., referer: http://127.0.0.1/otrs/ind ex.pl [Mon Jan 14 21:24:38 2008] [error] [client 127.0.0.1] [Mon Jan 14 21:24:38 2008] index.pl: Attempt to free unreferenced scala r: SV 0xa0a857c, Perl interpreter: 0x93dc008 at ../..//Kernel/System/Config.pm line 1325., referer: http://127.0.0.1/otrs/ind ex.pl [Mon Jan 14 21:24:38 2008] [error] [client 127.0.0.1] [Mon Jan 14 21:24:38 2008] index.pl: Attempt to free unreferenced scala r: SV 0xa0957d4, Perl interpreter: 0x93dc008 at ../..//Kernel/System/Config.pm line 1325., referer: http://127.0.0.1/otrs/ind ex.pl [Mon Jan 14 21:24:38 2008] [error] [client 127.0.0.1] [Mon Jan 14 21:24:38 2008] index.pl: Attempt to free unreferenced scala r: SV 0xa09e520, Perl interpreter: 0x93dc008 at ../..//Kernel/System/Config.pm line 1325., referer: http://127.0.0.1/otrs/ind ex.pl [Mon Jan 14 21:24:38 2008] [error] [client 127.0.0.1] [Mon Jan 14 21:24:38 2008] index.pl: Attempt to free unreferenced scala r: SV 0xa0950a8, Perl interpreter: 0x93dc008 at ../..//Kernel/System/Config.pm line 1325., referer: http://127.0.0.1/otrs/ind ex.pl [Mon Jan 14 21:24:38 2008] [error] [client 127.0.0.1] [Mon Jan 14 21:24:38 2008] index.pl: Attempt to free unreferenced scala r: SV 0x9c983d0, Perl interpreter: 0x93dc008 at ../..//Kernel/System/Config.pm line 1325., referer: http://127.0.0.1/otrs/ind ex.pl [Mon Jan 14 21:24:38 2008] [error] [client 127.0.0.1] [Mon Jan 14 21:24:38 2008] index.pl: Attempt to free unreferenced scala r: SV 0xa0a7f4c, Perl interpreter: 0x93dc008 at ../..//Kernel/System/Config.pm line 1325., referer: http://127.0.0.1/otrs/ind ex.pl [Mon Jan 14 21:24:38 2008] [error] [client 127.0.0.1] [Mon Jan 14 21:24:38 2008] index.pl: Attempt to free unreferenced scala r: SV 0xa09efac, Perl interpreter: 0x93dc008 at ../..//Kernel/System/Config.pm line 1325., referer: http://127.0.0.1/otrs/ind ex.pl [Mon Jan 14 21:24:38 2008] [error] [client 127.0.0.1] [Mon Jan 14 21:24:38 2008] index.pl: Attempt to free unreferenced scala r: SV 0xa0953a8, Perl interpreter: 0x93dc008 at ../..//Kernel/System/Config.pm line 1325., referer: http://127.0.0.1/otrs/ind ex.pl [Mon Jan 14 21:24:38 2008] [error] [client 127.0.0.1] [Mon Jan 14 21:24:38 2008] index.pl: Attempt to free unreferenced scala r: SV 0xa0a7b14, Perl interpreter: 0x93dc008 at ../..//Kernel/System/Config.pm line 1325., referer: http://127.0.0.1/otrs/ind ex.pl [Mon Jan 14 21:24:38 2008] [error] [client 127.0.0.1] [Mon Jan 14 21:24:38 2008] index.pl: Attempt to free unreferenced scala r: SV 0x9c983a0, Perl interpreter: 0x93dc008 at ../..//Kernel/System/Config.pm line 1325., referer: http://127.0.0.1/otrs/ind ex.pl [Mon Jan 14 21:24:38 2008] [error] [client 127.0.0.1] [Mon Jan 14 21:24:38 2008] index.pl: Attempt to free unreferenced scala r: SV 0xa09e88c, Perl interpreter: 0x93dc008 at ../..//Kernel/System/Config.pm line 1325., referer: http://127.0.0.1/otrs/ind ex.pl [Mon Jan 14 21:24:38 2008] [error] [client 127.0.0.1] [Mon Jan 14 21:24:38 2008] index.pl: Attempt to free unreferenced scala ..... And it goes on and on. The last line is [Mon Jan 14 21:24:38 2008] [error] [client 127.0.0.1] Premature end of script headers: index.pl, referer: http://127.0.0.1/otrs/index.pl When I do the checkModule script I got : [root@localhost /]# /opt/otrs/bin/otrs.checkModules CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... ok Compress::Zlib ... ok So im confuse ... Can anyone help me please? -- Alexis Gingras

2 1

Time Accounting: How to make months start on 15th day instead of 1st Day?
by Daniel "Stonegate" Fischer 15 Jan '08

15 Jan '08

Hello, i have a question regarding the OTRS Time Accounting Module. How is it possible to make the module reset all times on 15th of each month instead of 1st Day of a month? We track times for a customer project and the payment cycle ist he 15th of each month. Thus we should be able to track from 15th of a month, not 1st day. Can anyone give me a small hint how to realize that? Thanks so much in advance. Daniel

2 1

Attachment problems when using special chars and IE.
by Петър Плосков 14 Jan '08

14 Jan '08

Hi, maybe it's the same problem as I had with stats names with cyrillic chars - have a look here... http://bugs.otrs.org/show_bug.cgi?id=2260 Using Firefox helped me with this Have a nice otrs day! --- Peter Ploskov

1 0

ticket numbers stopped
by Andrew Meyer 14 Jan '08

14 Jan '08

For some reason ticket numbers have stopped going out in emails. I'm not sure why. I am running a Debian 4.0 (Etch), I'm not sure pm the latest version of Apache2, also I am using 2.0.4. Could someone please help? Andrew Meyer Unix Systems Administrator 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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RE: [otrs] Which module runs while a new ticket is being generated?
by Aysel Pamuk 14 Jan '08

14 Jan '08

I am sure I have highlighted the queues under "My Queues" but still not receiving notifications. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Monday, January 14, 2008 3:11 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Which module runs while a new ticket is being generated? Aysel Pamuk wrote: > Which module is run while a new ticket is being generated? > Although Mail Management à New Ticket Modification is set YES and a > new ticket is generated in queque which is selected in My Queues, > The USER cannot receive a notification mail. Which mudule is sending > that mail? I have no idea, but make sure the queues the agent wants to receive notifications for are highlighted under 'My queues' in his preferences. Notifications will only be sent for those highlighted queues. 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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Which module runs while a new ticket is being generated?
by Aysel Pamuk 14 Jan '08

14 Jan '08

Hello, Which module is run while a new ticket is being generated? Although Mail Management --> New Ticket Modification is set YES and a new ticket is generated in queque which is selected in My Queues, The USER cannot receive a notification mail. Which mudule is sending that mail? Thank you, Aysel Aysel Pamuk Telecom Engineer Gantek Technologies Phone: (+90)216 538 80 89 Mobile: (+90)533 582 87 28 Fax: (+90)216 322 04 43 Address: Yeni Parseller Sok. No: 20 K Binasi Kat:4-5 34805 Kavacik, Istanbul, Turkey onur.hamitoglu(a)gantek.com www.gantek.com "This message and attachments are confidential and intended solely for the individual(s) stated in this message. If you received this message although you are not the addressee you are responsible to keep the message confidential. The sender has no responsibility for the accuracy or correctness of the information in the message and its attachments. Our company shall have no liability for any changes or late receiving, loss of integrity and confidentiality, viruses and any damages caused in anyway to your computer system."

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RE: [otrs] Follow up option
by Lars Jørgensen 14 Jan '08

14 Jan '08

> It might have one of these options: > New ticket > Possible > Reject > > What is possible used for? It decides what happens when a customer decides to post a follow-up email to a closed ticket. New Ticket: - A new ticket will be created Possible: - The closed ticket will be re-opened. Reject: - It is not possible to post follow-up referencing a closed ticket number. -- Lars

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Follow up option
by Aysel Pamuk 14 Jan '08

14 Jan '08

Hi, Under queue management, there is an option called FOLLOW UP. It might have one of these options: New ticket Possible Reject What is possible used for? Thank you, Aysel Pamuk Telecom Engineer Gantek Technologies Phone: (+90)216 538 80 89 Mobile: (+90)533 582 87 28 Fax: (+90)216 322 04 43 Address: Yeni Parseller Sok. No: 20 K Binasi Kat:4-5 34805 Kavacik, Istanbul, Turkey onur.hamitoglu(a)gantek.com www.gantek.com "This message and attachments are confidential and intended solely for the individual(s) stated in this message. If you received this message although you are not the addressee you are responsible to keep the message confidential. The sender has no responsibility for the accuracy or correctness of the information in the message and its attachments. Our company shall have no liability for any changes or late receiving, loss of integrity and confidentiality, viruses and any damages caused in anyway to your computer system."

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Attachment problems when using special chars and IE.
by Sune T. Tougaard 14 Jan '08

14 Jan '08

Hi, Testing the 2.2.4 version of OTRS, and are having a few issues with attachment names when downloading them, if there are "special" characters in the filename and if using Internet Explorer (latest). Trying with a simple text file called "æøå.txt", with the contents: "test". I can send an e-mail with the attachment or create a ticket from the web-interface and attach the file there. The filename is displayed correctly in the web-interface. However, when trying to download/open the attachment, the filename gets garbled: It's now called "Ã¦Ã¸Ã¥.txt" The OTRS is using utf-8, the DB (MySQL) is using utf-8, and the browser is using utf-8 (so it says). Firefox does not appear to have the problem. Perhaps i should be mailing the "IE Users" mailing list, but hey... ;-) -- /Sune

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question!!!
by swood 14 Jan '08

14 Jan '08

And again there was a question connected with OTRS. is such module - Ticket:: Frontend:: MenuModule *** 470-Spam, and as Ticket:: Frontend:: MenuModule *** 460-Delete. Somebody used them? To documentation it is very poorly written. -- swood

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After getting incoming pop3 Email, email on server is deleted. Any way to stop this?
by otrspublic＠spintrak.com 14 Jan '08

14 Jan '08

Hi, I did a clean Windows install this weekend and everything seems to be working well, despite the fact that I'm a totally new to this. I do however, have some questions: 1) In my setup OTRS is retrieving POP3 emails from my ISP provided server. After retrieval OTRS deletes the messages from the server. Is there any way to have OTRS leave them on the server? 2) Also since the ISP has no built in spam filters, we generally receive 100+ spam's per day. Is there any way to pre-filter them before they get into OTRS? Related to this: can we delete the spam messages from the Junk queue? (I now have 400+ junk emails!) Thanks for any insight you can offer... BJ

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Company - Customers relation.
by Sveinung Røsaker 14 Jan '08

14 Jan '08

print "Hello World." I am very happy with OTRS, and the way its built. Very easy to configure and modular. I need help to understand(see the light). (_Question 1_)Where does the Company innformation show up? I cannot see it in the zoom or customer info. I guess its connected via the Customer ID, but is that all? Im importing innformation from 2 different DBs to Company and Customer Users, and (_Question 2_)I wonder how these are connected? (_Question 3_)Is it possible to Auth with both LDAP and DB? Also, (_Question 4)_how is the best way to get the "Time units (work units)" out from the DB and sorted in a way that it might be used to e.g. send invoices to the Customers. Thank you in advance. Best Regards Sveinung T. R.

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"use diagnostics"
by Frank Hauptle 14 Jan '08

14 Jan '08

Hi everyone, When I run my stats script on our OTRS server, it causes OTRS to die with a message about &diagnostics (This is the windows server version, it doesn't do it on the Linux version.) Where is "use diagnostics" specified in OTRS? many thanks Frank UWA business school.

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help please
by Will Lowe 14 Jan '08

14 Jan '08

When I try to go to sysconfig I get a blank page. Everything else seems to be working ok. I do get this in the log: [Sun Jan 13 20:15:01 2008] -e: Attempt to free unreferenced scalar: SV 0x2aaac83846a0, Perl interpreter: 0x2aaabc3478b0 at /var/www/otrs//Kernel/System/Config.pm line 1251. I have Fedora 7, otrs 2.1.5 Will Lowe

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(no subject)
by Maurice James Ny 13 Jan '08

13 Jan '08

What is /opt/otrs/bin/RebuildTicketIndex.pl used for?

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Torna-te um pioneiro do Portal Emprego.pt.
by rukinhas＠gmail.com 13 Jan '08

13 Jan '08

To view the message, please use an HTML compatible email viewer!

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Adding custom fields to ticket page?
by Jake Conk 12 Jan '08

12 Jan '08

Hello, I was wondering if there was a way to add custom fields to the ticket page? Thanks, - Jake

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Custom Module Error
by Jason Hough 11 Jan '08

11 Jan '08

Getting the following error when trying to access index.pl....anyone know how to fix this? Software error: Can't load ticket custom module Custom Module! at ../..//Kernel/System/Ticket.pm line 211. any help is much appreciated....thanks! Thanks, ******************************************* Jason Hough Network Administrator Phone: 517-272-5527 Michigan Department of Treasury GC Services

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Re: [otrs] How an agent can see notifications of his tickets
by Antonio Sarmiento 11 Jan '08

11 Jan '08

Hi Gabriele: But in your case the agente must work with agent and customer frontend depending of the role in the moment ?? But the agent are working during the day in their frontend and if they (OTRS minds) thought in this case and a Ticket::AgentCanBeCustomer parameter was defined I think perhaps exists better way to do that Thanks for your respond Grabiele and Happy New Year Antonio > Message: 3 > Date: Thu, 3 Jan 2008 21:54:43 +0100 >From: "Gabriele D'Andrea" <gabriele.dandrea(a)ecohmedia.com> > Subject: Re: [otrs] How an agent can see notifications of his tickets > generated as customer? > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <009701c84e4a$ddd465d0$8e04a8c0@nettezza> > Content-Type: text/plain; format=flowed; charset="iso-8859-1"; > reply-type=response > > Donnow if it's the right way, but I've configured my system this way: > for every agent that needs to be customers as well, I created a > corresponding customer (same username and e-mail address), this way I can > assign different permissions (customer related and user related). > > Hope this helps > Gabriele > > ----- Original Message ----- >From: "Antonio Sarmiento " <asarmiento(a)mi.cl> > To: <otrs(a)otrs.org> > Sent: Friday, December 28, 2007 1:42 AM > Subject: [otrs] How an agent can see notifications of his tickets generated > as customer? > > > Hello: > > I activate in sysconfig parameter Ticket::AgentCanBeCustomer: to YES. > But I have the problem how this agent can see the notifications sended by > OTRS > ?? because the only diference in the screen of his tickest is a link for > follow up. > > Think in the case the agent doesn´t have access to the queue ?? > > Thanks > > Antonio

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