- otrs - OTRS mailing lists

Frequent "SessionID is invalid!!!" messages
by Miguel Dias 11 Jan '08

11 Jan '08

I'm having constantly the "SessionID is invalid!!!" and that happens randomly there is no action or time limit to hapen. Can just anyone help me? Best Regards, Miguel Dias

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newbie question about Time Accounting
by Alan Norton 11 Jan '08

11 Jan '08

Hello All, I have a couple questions about the Time Accounting Module. How do you use it? I’ve been looking all over for some documents on the Time Accounting Module, and I can find anything, please help!!! We would like to use this to track on-going projects, and our time that we spend on those projects. From the looks of the module, this will work for what we are look for. Here is an example of what I’m running into: Clicked on TimeAccounting, get Edit Time Account Preference. Added two Actions, Start and Stop, (not quite sure the Action is for, so I figured I play a little. Clicked on the User and clicked submit. But I not see anything really happing. Under the ProjectSetting, I added a project called Reports I’m just not seeing where this module is working. Any, and I do mean any help would be so helpful. Thanks, Alan Norton No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.19.0/1216 - Release Date: 1/9/2008 10:16 AM

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RE: [otrs] How to delete user accounts and queues?
by Lars Jørgensen 11 Jan '08

11 Jan '08

> You can create a fresh database using the SQL scripts in the scripts/ > database directory. How much configuration will you lose? I would be interested in deleting all tickets from my testing period but retain all configuration of OTRS. Downloading configuration changes from SysConf is great but it only inludes changes made outside the database. All replies, queues, agents and other things are not considered. -- Lars

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Need help to create a custom field
by Tahar 11 Jan '08

11 Jan '08

Hello, Anyone can tell me how to add a custom field on submitting a new ticket ? I would add a new menu field on the page CustomerTicketMessage and insert that field on the database. I tried to find where insertion is done on the pm files, but I didn't undestand how this is done. I give an example on new ticket page I have 3 fields To : Subject : Text : I would to have this To : Ref : Subject: Text: When ticket is submitted all fields are inserted into the database and extracted later. thank you for help

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How to delete user accounts and queues?
by Jake Conk 11 Jan '08

11 Jan '08

Hello, I dunno if maybe I'm blind but I just installed OTRS yesterday and can't figure out how to delete some test queues I created and users accounts that I was creating so I can figure out how the system works. Also, when there is a new ticket and I click on "empty answer" under "Compose Answer (email):" I get the following error: -------------------------------------------------------- Software error: Modification of a read-only value attempted at /usr/lib/perl5/vendor_perl/5.8.8/i586-linux-thread-multi/Net/DNS/Question.pm line 47. For help, please send mail to the webmaster ([no address given]), giving this error message and the time and date of the error. -------------------------------------------------------- How do I fix that? The Question.pm file has the permissions -r--r--r-- just like every other file in that directory which I thought is the right permissions. Please let me know how to fix these bugs. Thanks, - Jake

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Re: [otrs] How to delete user accounts and queues?
by Jake Conk 11 Jan '08

11 Jan '08

Jim, Thanks for quickly answering my questions. I have one more that I hope you can help me with. > > Also, when there is a new ticket and I click on "empty answer" under > > "Compose Answer (email):" I get the following error: > > > > -------------------------------------------------------- > > > > Software error: > > > > Modification of a read-only value attempted at > > /usr/lib/perl5/vendor_perl/5.8.8/i586-linux-thread-multi/Net/DNS/Question > > .pm line 47. > > This is a bug oin a PERL module. The quickest way to work around it is to > turn off the feature that checks for an MX record for an email address > before it sends an email. If you turn that on, the PERL module with the > bug is not called. > > The module is Net::DNS and the bug is in version 0.60. If you can upgrade > it to version 0.62 you'll be okay on this. > I'm not familiar with upgrading perl modules because I'm not much a perl programmer. Can you give me the command to upgrade Net:DNS to version 0.62? Thanks, - Jake

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Possible issue with the POP3 app
by Jim Archer 11 Jan '08

11 Jan '08

Hello all... In my testing, I was invoking the little app that POPs email manually, and for each message it POPped and processed, it output: Message 5/8 (dnsadmin(a)bdol.com) WARNING: nonstandard use of escape in a string literal LINE 1: ..._time, create_by, change_time, change_by) VALUES ('%Custome... ^ HINT: Use the escape string syntax for escapes, e.g., E'\r\n'. I am using PostgreSQL 8.2 and OTRS 2.2.4. I just thought I would make a note of it in case it is not a known issue. Jim

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LDAP authentication howto?
by Nielson, Adam 11 Jan '08

11 Jan '08

Hello all, I am following the official documentation, and trying to put in the code in Config.pm to set up LDAP authentication, but nothing is working. Is there a better document I can follow for noobs? Or any advice people can offer. I just need customers (the users) to authenticate automatically via LDAP, but can not figure it out. Any help you can provide is greatly appreciated! Thank you, Adam Nielson

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RE: [otrs] LDAP authentication howto?
by Lars Jørgensen 11 Jan '08

11 Jan '08

> I am following the official documentation, and trying to put > in the code in > Config.pm to set up LDAP authentication, but nothing is > working. Is there a > better document I can follow for noobs? Or any advice people > can offer. The documentation may be sketchy on this, but following the examples, we got it working alright. I can't really help you as to what is wrong on your end, but at least I can show you our configuration for LDAP lookups in a Microsoft Windows Active Directory. This is from /Kernel/Config.pm ## Set up LDAP for Customer authentication to the Frontend for customers. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '172.23.100.12'; # The ou= is your NT Domain name. The dc= (there may be more than one) is your AD domain name. $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=domain, dc=domain, dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Our AD requures a valid login to do LDAP searches. Use a generic one, not admin, not your own. $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'username'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; ## Set up LDAP for finding Customers when creating tickets in the Agent Frontend. $Self->{CustomerUser} = { Name => 'Exchange LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # Parameters are basically the same as above. Host => '172.23.100.12', BaseDN => 'ou=domain, dc=domain, dc=com', SSCOPE => 'sub', UserDN => 'username', UserPw => 'password', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) ### IMPORTANT FOR NON-ENGLISH USERS WITH SPECIAL CHARACTERS ### # You *have* to specify the SourceCharset below, else OTRS will default to # iso8859-1 (I think), and special characters will be garbled. This took me # half a day to figure out. SourceCharset => 'utf-8', DestCharset => 'utf-8', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ ## Set-up the fields you want to import from LDAP. I'm still looking ## for a good source on what fields are available in LDAP. # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], };

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CSV reports
by Maurice James Ny 10 Jan '08

10 Jan '08

Has any one noticed that any reports that you try to generate in CSV format never come out correctly because data is separated by ; (semi colon) instead of , (comma) . Does anyone have a fix for this?

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Modification of a read-only value attempted at /usr/lib/perl5/Net/DNS/Question.pm line 47.
by Jim Archer 10 Jan '08

10 Jan '08

Hi all... I have been playing with OTRS and having great success. I recently installed Debian lenny (testing) and installed OTRS. When I try to send an email, I got this error: Modification of a read-only value attempted at /usr/lib/perl5/Net/DNS/Question.pm line 47. I saw that there was a bug on this in bugzilla, number 2017: http://bugs.otrs.org/show_bug.cgi?id=2017 However, I don't know how to apply that patch. Can someone help? If I patch this perl module, will other PERL apps that use it break? Thanks...

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changing CustomerID in Customer Company
by Miguel Dias 10 Jan '08

10 Jan '08

Hi all. I'm trying to change CustomerID in Customer Company but nothing happens when I submit it. Can some one please help me? Best Regards

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Re: [otrs] Version update
by Nils Breunese (Lemonbit) 10 Jan '08

10 Jan '08

Nuno Miguel Neves wrote: > I’m running Fedora Core 4 and yes, I do regular backups. J > > I suppose the database is independent of the rpm, so maybe I’ll try > to use the source package, because I don’t have a newer rpm. > > Do you think the scripts will do it from such a different version? You can download an rpm for Fedora Core 4 from the OTRS website: http://otrs.org/download/ It should work, but please realize that Fedora Core 4 reached End of Life quite some time ago and you're running an unsupported distribution (with probably several security vulnerabilities). You might want to upgrade to either Fedora 7 or 8 as only the latest two Fedora releases get security fixes. Nils Breunese.

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ignoring email messages
by Thomas Wouters 10 Jan '08

10 Jan '08

Hi all, for some reason, my otrs is ignoring messages form a host/domain (not sure) problem is that I can’t find any message rule or what so ever. I do not have any ignore messages settings at all! Jan 9 02:06:02 SIJN-Q02 OTRS-PM3-1[7949]: [Notice][Kernel::System::PostMaster::Filter::Match::Run] Set param 'X-OTRS-Ignore' to 'yes' (Message-ID: <47841D87.2080306(a)eset.sk>) Jan 9 02:06:02 SIJN-Q02 OTRS-PM3-1[7949]: [Notice][Kernel::System::PostMaster::Run] Ignored Email (From: Thomas Wouters <noreply(a)eset.sk>, Message-ID: <47841D87.2080306(a)eset.sk>) because the X-OTRS-Ignore is set (X-OTRS-Ignore: yes). The weird thing is that this only happens with messages from noreply(a)eset.sk (did not try it with other .sk domains) but all other traffic/sites acts and work normal! Could any one of you do some suggestions where to look? Kind regards Thomas Wouters

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hello
by swood 10 Jan '08

10 Jan '08

Prompt, whether has found somebody a way to insert the identifier of the agent who has written the message in subject of the mail? It would be desirable that mail have been signed not only number tickets, but also that who has answered it, except for the signature. -- swood

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RE: [otrs] Unable to change login.pl text
by Lars Jørgensen 10 Jan '08

10 Jan '08

> I changed the following texts in login.pl, but the texts > displayed on the webpage are still the same... > > "Login failed! Your username or password was entered incorrectly." > "Logout successful. Thank you for using OTRS!" etc, etc > > Any ideas what I need to do? I think you're supposed to do this in Kernel/Languages. I presume you're using English, so edit en.pm and insert the following two lines in the "$Self->{Translation}" section: $Self->{Translation} = { [...] 'Login failed! Your username or password was entered incorrectly.' => 'Your new text here' 'Logout successful. Thank you for using OTRS!' => 'Your new text here' [...] If this is the wrong way to do it, hopefully someone will present the correct solution. I'm pretty new to OTRS myself. -- Lars

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RE: [otrs] Re: newbie needs help with notifications
by Lars Jørgensen 10 Jan '08

10 Jan '08

> perhaps a nice way to make it easier so others don't make same > mistake(and keep asking same question) is to have some bold italicized > text that say "Make sure to SELECT all queues otherwise you won't > receive notifications".... That's a work-around. The nice way would be to make an interface that adheres to the standards that people know. The admin of OTRS is a user interface disaster - yes, everything works fine, but you have to forget most of what you know about how a user interface is supposed to work. Luckily most of the frontend makes perfect sense. -- Lars

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Unable to change login.pl text
by Jeff 09 Jan '08

09 Jan '08

I changed the following texts in login.pl, but the texts displayed on the webpage are still the same... "Login failed! Your username or password was entered incorrectly." "Logout successful. Thank you for using OTRS!" etc, etc Any ideas what I need to do?

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newbie needs help with notifications
by Stan McFarland 09 Jan '08

09 Jan '08

Hi, Newbie OTRS user here. I'm having trouble getting notifications to work. I have "new ticket notification" set to "yes" for my queues, but I don't receive a notice. Mail appears to work correctly, however - I can send mail from OTRS. I also see nothing suspicious in the log. Can someone give me some pointers as to what to check? Thanks, Stan McFarland

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Fields available in the dtl-files
by Lars Jørgensen 09 Jan '08

09 Jan '08

Hi. I got my picture of the customer in the ticket working, thanks for the help :-) I'm a bit confused about the names of the fields available to the dtl-files. Are they documented anywhere? And why do the names change between the dtl files? In AgentTicketZoom.dtl the customer login is "CustomerUserID". In AgentTicketPhone.dtl and AgentTicketEmail.dtl the same field is called "CustomerUser". Am I missing something? -- Lars

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Admin/SysConfig
by Simon Adams 09 Jan '08

09 Jan '08

Chaps, I've taken over an OTRS installation and the admin/sysconfig top level icon has disappeared. I've tried looking in ZZZAAuto.pm and ZZZAuto.pm to see a front end item being deleted, but can't see anything. Can anyone suggest where I should look to recover these icons? Regards, Simon

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DB error?!
by Jeff 09 Jan '08

09 Jan '08

Neither myself or root show up under User Management, but both can login. Yet, both myself and root show up in Users <-> Groups Management. The test customer doesn't show up under Customer Users, and can't login. Yet, It does show up under Customer Users <-> Services. Any help would be appreciated. I'm completely baffled as to what is going on! Sincerely, Jeff

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how to show all open tickets of a user
by Niels Przybilla 09 Jan '08

09 Jan '08

Hi, is it somehow possible to see in ticket view zoom, which other tickets the customer has open ? Thanks and best regards Niels

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RE: [otrs] Version update
by Peter van Beugen 09 Jan '08

09 Jan '08

There is an OTRS 2.2.4 (Fedora) rpm You can uninstall your Fedora rpm and download and install the OTRS rpm You will have to upgrade the database schema, but that all is documented and scripts are supplied with the OTRS rpm I use Fedora as well and just use the latest OTRS rpm's Works all without any problems Regards, Peter Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Nuno Miguel Neves Verzonden: woensdag 9 januari 2008 16:52 Aan: otrs(a)otrs.org Onderwerp: [otrs] Version update Hello. I'm running Fedora Core 4 and yes, I do regular backups. J I suppose the database is independent of the rpm, so maybe I'll try to use the source package, because I don't have a newer rpm. Do you think the scripts will do it from such a different version? Thank you, Nuno

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how to show all open tickets of a user
by Niels Przybilla 09 Jan '08

09 Jan '08

Hi, is it somehow possible to see in ticket view zoom, which other tickets the customer has open ? Thanks and best regards Niels

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Version update
by Nuno Miguel Neves 09 Jan '08

09 Jan '08

Hello. I'm running Fedora Core 4 and yes, I do regular backups. J I suppose the database is independent of the rpm, so maybe I'll try to use the source package, because I don't have a newer rpm. Do you think the scripts will do it from such a different version? Thank you, Nuno

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SLA Problems
by Willem Gerber 09 Jan '08

09 Jan '08

Hey Peeps Question. What tables or colums do otrs use to see if a ticket is out of sla? Im busy writing custom php reports but cant see how it knows if a ticket is out of sla. Any ideas ? Regards Willem Gerber -- Avoid the Gates of Hell. Use Linux -- unknown source

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SLA Problems
by Willem Gerber 09 Jan '08

09 Jan '08

Hey Peeps Question. What tables or colums do otrs use to see if a ticket is out of sla? Im busy writing custom php reports but cant see how it knows if a ticket is out of sla. Any ideas ? Regards Willem Gerber -- Avoid the Gates of Hell. Use Linux -- unknown source

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Found bug in OTRS 2.2.4
by Michael Mansour 09 Jan '08

09 Jan '08

Hi, I found a bug in 2.2.4 With the "Email Addresses" link, I have: name1(a)example.com valid name2(a)example.com valid I have my queues which have the: Systemaddress field set to name2(a)example.com which means that the auto-responses use the name2(a)example.com "From" address. I now go to the "Email Addresses" link and set name2(a)example.com to "invalid-temporarily". When I go to a queue (which had "Systemaddress" set to name2(a)example.com) it now shows Systemaddress = name1(a)example.com The bug is, even though the name1(a)example.com is shown as the Systemaddress, it's not actually used on the Auto response, instead name2(a)example.com is still used as the "From" address. If I go to the Queue (which shows Systemaddress = name1(a)example.com) and click "Submit" (which physically sets the right link in the database to name1(a)example.com) and test the auto response it works correctly with the name1(a)example.com "From" address. I guess to fix this bug OTRS should check Queues are not using an Email Address as a Systemaddress, before allowing admins to set invalid-temporary on an Email Address? Or when an admin sets the Email Address to invalid-temporary, that OTRS "re-links" all the Queues to use the "valid" Systemaddress. Regards, Michael.

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On-line docs need updating
by Michael Mansour 09 Jan '08

09 Jan '08

Hi, In this section: http://doc.otrs.org/2.2/en/html/x947.html where it says: " OTRS can send auto answers to customer users. Auto answers are send if special events happen, e.g. if a new ticket is created in a queue, if a followup for a ticke is receifed, if a ticket is closed or rejected by the system. Through the link "Auto answers" the auto answers of the system can be managed. If you create a auto answer you can select the event that should trigger the auto answer. The following system events are available after a default installation. " The "Through the link to "Auto Answers" the auto answers..." should read Auto Responses. Regards, Michael.

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Pictures and external links in tickets and an annoying state problem.
by Lars Jørgensen 09 Jan '08

09 Jan '08

Hi. I'm pretty new to OTRS so forgive in advance if this question has been answered before. I did try to Google a bit before composing this email. Thing is, the boss wants to see pictures of the customers in the tickets. We have the pictures and luckily they are named by login (my login is xxlj, my picture is xxlj.jpg). Is it possible to define a new field or something in a ticket with something like <img src="/picserver/login.jpg">. We also have a remote control solution and we would like to include a link to launch remote control of the user's pc from within a ticket. If I somehow get the user's machine id from my LDAP query, would it be possible to include a link or a button in a ticket to launch an application? Then I have a nagging question: If I translate the ticket states to something other than the english words used by default, many things break. I have changed all the options (and a few more) mentioned in the admin handbook via SysConf, but I still have a few problems. I decided to revert to the original states and erased my changes. I would still like to have the state names translated, though, because for some bizarre reason the notification emails sent to customers use the English state names. Is this a bug? Everywhere else in the Frontend I see translated state names. By the way, if you are interested in a better Danish translation, I will send you mine once it is finished. The one included in the distribution is pretty bad. My remaining problem is with "Ticket::Frontend::CustomerTicketZoom###StateDefault" which is set to the default "open". But if a customer creates a follow-up to a ticket using the web interface, the default next state is "closed successful" which results in a lot of customers accidentally closing tickets. Is this an OTRS bug or did I muddle something when I changed state names and changed them back? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

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OTRS User/Customer Errors
by Jeff 09 Jan '08

09 Jan '08

So I've installed OTRS and added myself as a user and a test customer user. Neither myself or root show up under User Management in the Admin-Area. However, the users show up in Users <-> Groups Management. The test customer doesn't show up under Customer Users, and can't login. It does show up under Customer Users <-> Services. Any idea what went wrong here? I erred with the SQL database perhaps? Thank you, Ryan

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ScriptAlias and mod_perl
by dvg 09 Jan '08

09 Jan '08

Begin forwarded message: From: otrs-owner(a)otrs.org Date: January 8, 2008 6:43:22 PM PST To: dvg(a)jpl.nasa.gov Subject: ScriptAlias and mod_perl You are not allowed to post to this mailing list, and your message has been automatically rejected. If you think that your messages are being rejected in error, contact the mailing list owner at otrs-owner(a)otrs.org. From: dvg(a)jpl.nasa.gov Date: January 8, 2008 6:00:17 PM PST To: otrs(a)otrs.org Subject: ScriptAlias and mod_perl I did a lot of searching in the archives and it seems that a lot of people who are using mod_perl also have this line in their config: ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" I read some documentation which said that this forces the use of mod_cgi and that one should instead use the Alias directive along with SetHandler for mod_perl. If I use ScriptAlias as above then OTRS works correctly, but I do not think it is using mod_perl as the following test script does not execute correctly: my $r = shift; $r->send_http_header('text/plain'); $r->print("mod_perl rules!\n"); However, I cannot get OTRS to work properly that way (without using ScriptAlias). It just displays the scripts as plain text instead of executing them. I am running RHEL4 with mod_perl 2.02, CGI.pm 3.33, and apache 2.0.52. Here is my config: # -- # added for OTRS (http://otrs.org/) # $Id: apache2-httpd-new.include.conf,v 1.3 2007/04/16 12:11:53 martin Exp $ # -- # agent, admin and customer frontend #ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # if mod_perl is used <IfModule mod_perl.c> # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location> </IfModule> # directory settings <Directory "/opt/otrs/bin/cgi-bin/"> #AllowOverride Indexes AllowOverride None #DirectoryIndex index.pl Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 Dimitri -- Dimitrios Gerasimatos dimitrios.gerasimatos(a)jpl.nasa.gov Section 343 Jet Propulsion Laboratory 4800 Oak Grove Dr. Mail Stop 264-820, Pasadena, CA 91109 Voice: 818.354.4910 FAX: 818.393.7413 Cell: 818.726.8617

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Adding new user
by Derradji Nacer 08 Jan '08

08 Jan '08

Hi All, I got a problem when adding a new user. An unknown error message saying that there was a problem with the DNS Server is displayed (DNS server can not be found or something like that). Your help will be really appreciated Regards -- Derradji NACER Information Technology First Calgary Petroleums Ltd. 0044 1224 34 2488 / 2489 00213 2973 9534 / 9537 Fax: 00213 2973 9407 mob.: 00213 7279 0122

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phone ticket - no email
by Steve Clark 08 Jan '08

08 Jan '08

Hello List, How do I create phone ticket when the orginator has no email address. OTRS will not let me create a ticket with the "From" field empty. Thanks, Steve

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CMDB - automatic filling/ Automatische Befüllung
by Nele Brick 08 Jan '08

08 Jan '08

Dear all, Actually, I'm trying to get familiar with OTRS (OTRS:ITSM). I'm looking for a possibility to fill the CMDB automatically (e.g. like OCS) but have only found this option to type in things manually, which is definitely NOT an option for me (too many ci's). If OTRS:ITSM does not support this, is there an interface to other programs? Really looking forward to your answers nele -- Der GMX SmartSurfer hilft bis zu 70% Ihrer Onlinekosten zu sparen! Ideal für Modem und ISDN: http://www.gmx.net/de/go/smartsurfer

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Show only customer user tickets in Create new Phone ticket
by Петър Плосков 08 Jan '08

08 Jan '08

Hi all, when creating new Phone Ticket in Agent interface after filling the customer field I get a list of recent tickets for it's CustomerID. Is there a way to show only tickets for it's CustomerUser. We have customer IDs with more than one Customer user, so it will be helpful to know what were recent calls for the specific user. Have a nice day Peter

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Setup on CentOS
by Jeff Adams 07 Jan '08

07 Jan '08

After installing otrs on CentOS 5, I can login with default user but I get this error when I try to make a new user: can't resolve "localhost" to address at /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Net/DNS/Resolver/Base.pm line 750. localhost is in the hosts file. This machine is also a mailserver with postfix, a pop server, a caching nameserver and other stuff running. The otrs database setup went fine. I know that localhost is resolvable and I don't see other issues with this box. Any ideas what the problem could be or suggestions for troubleshooting?

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Re: [otrs] Version update
by Nils Breunese (Lemonbit) 07 Jan '08

07 Jan '08

Nuno Miguel Neves wrote: > I’m sorry if this question is already answered, but it is so > specific I don’t believe it is. > > I would like to upgrade from version 2.0.4-3 to the latest (2.2.4). > > Since I read something about a database update, I would like to know > what I must do in order not to lose any information. In order to not lose any information, you must do regular backups. :o) In order to upgrade your database you run the applicable DB-update scripts that you find in the scripts directory. Since you're talking about 2.0.4-3 I assume you're talking about some distribution-specific package (which may run these DB-update scripts for you), so you probably don't want to upgrade using the source package. What OS are you on? Nils Breunese.

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Version update
by Nuno Miguel Neves 07 Jan '08

07 Jan '08

Hello all. I'm sorry if this question is already answered, but it is so specific I don't believe it is. I would like to upgrade from version 2.0.4-3 to the latest (2.2.4). Since I read something about a database update, I would like to know what I must do in order not to lose any information. Thank you, Nuno

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config file location?
by kerneljack 07 Jan '08

07 Jan '08

Hi, I hope this is not a stupid question. I am trying to optimise our OTRS installation, and I want to change the TicketIndexModule type from 'RuntimeDB' to 'StaticDB'. In which config file am I supposed to make this setting? I have added a line to the bottom of the "Load" subroutine in the Kernel/Config.pm file, but I have no way to verify if these have taken effect? I know about the Admin/SysConfig module, and from there if I search for TicketIndexModule, I get *nothing*. It seems I need to search for Ticket::IndexModule and then I can change the value, but where is this value stored, and can I see it and modify it manually? Thanks.

1 0

SessionID is invalid!!
by Jorge Thomé 07 Jan '08

07 Jan '08

Hi All, Im new to OTRS and after configured all e-mails notifications and start using and testing, I started to get SessionID is invalid!! message after trying to login. Now I cant login with any of the users I have. The URL http://myipaddress/otrs/index.pl?dummy <http://myipaddress/otrs/index.pl?dummy&SessionID=&Session=10d181d5b55f2ec7e d680d35c49740ee4b> &SessionID=&Session=10d181d5b55f2ec7ed680d35c49740ee4b is returned after the login attempt. Thanks for your help, Jorge

2 1

Stats Module
by Brighton Buruuru 07 Jan '08

07 Jan '08

Hi guys I am running OTRS verson 2.0.4 and would like to customize my stats reports. The module has 4 reports, however I would like to be in a position to design my own reports. Is it possible to do this in this version because I see with OTRS 2.2.4 there is an option to create new reports. How can I create my own new reports in version 2.0.4. Thanks Brighton

1 0

Installing on "cpanel" machine with suExec
by Jeff MacDonald 06 Jan '08

06 Jan '08

Hi Folks, I'm installing on my FreeBSD 6.2 machine [ yup, I'm root ]. It has cPanel installed and thus uses suExec. [That's something I'd like to keep since I have a pile of users running CGI's] I think that because /usr/local/otrs is outside of my document root of /usr/home/suite210/public_html , it won't execute. The only error message I'm getting in my apache error logs are " Premature end of script headers " I've checked my UID/GID settings to make sure they jive and they do, everything is being run as the user suite210 with the group suite210. I even tried writing a super simple cgi that just prints a headers and "hello" and it barfed the same way. Of course I don't want to move local/orts inside of the document root as it's web accessable, so I"m looking for workarounds. Suggestions? Jeff. ---- Jeff MacDonald Interchange Technologies 613 292 6239

2 1

Installation on CentOS
by Jeff Adams 06 Jan '08

06 Jan '08

After installing otrs on CentOS 5, I can login with default user but I get this error when I try to make a new user: can't resolve "localhost" to address at /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Net/DNS/Resolver/Base.pm line 750. localhost is in the hosts file. This machine is also a mailserver with postfix, a pop server, a caching nameserver and other stuff running. The otrs database setup went fine. I know that localhost is resolvable and I don't see other issues with this box. Any ideas what the problem could be or suggestions for troubleshooting?

1 0

Change default “new” state name
by Leticia Larrosa 05 Jan '08

05 Jan '08

Hi I'm using OTRS 2.1 for ubuntu 7.10 server. I want to* *change the State name of pre-defined States of Tickets, for example change the "new" state name from "new" to "differentToNew", so my final users (no English speakers) can understand the States of Tickets). After I change it in the Admin-Area (link "Status"), I follow the indications of "Chapter 10. Modifying ticket states and ticket state types" of the "OTRS 2.1 - Admin Manual", so I edit "Kernel/Config.pm" file and add the follow lines: """ $Self->{PostmasterDefaultState} = 'differentToNew'; $Self->{CustomerDefaultState} = 'differentToNew'; """ When some customer, through the Customer Web Interface, tries to add a new Ticket, the follow error appears (and the Ticket isn't added): """ Error: Need TicketID! Comentario: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Oct 31 08:10:20 2007 Message: Need TicketID! Traceback (7656): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.128.2.4) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.12.2.1) Line: 286 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.16.2.1) Line: 695 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47 Module: (eval) (v1.37) Line: 203 Module: ModPerl::RegistryCooker::run (v1.37) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.37) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 """ At the same time, in the System Log<http://192.168.88.2/otrs/index.pl?Action=AdminLog>appear the following errors: """ Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 Need TicketID! Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 Need TicketID! Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 Need TicketID! Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 Need TicketID! Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 Need TicketID! Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 Need TicketID! Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 No StateID for 'new'!!! Wed Oct 31 08:10:20 2007 error OTRS-CGI-10 StateType 'new' not found! """ Any suggestion will be appreciated. Thanks in advanced. Leticia Larrosa

2 2

Re: [otrs] Reply-to field for Agent notification
by Christophe Pouillet 04 Jan '08

04 Jan '08

Hi Gabriella, thank you for your answer and by the way happy new year to you and to all list members. Reading your answer, it seems that you're talking about setting up notifications for customers or agents. This already works upon ticket creation (for example). Agent are notified by OTRS system. The fact is that customer details (email) is in the notification subject or in the body. Sorry if I'm repeating my request but I want to be sure that we are talking about the same thing. What we would like is to have the notification header 'reply-to' field setup with the customer email. Then an agent would just have to 'reply to' directly to the customer from the OTRS notication email. Did you ever configure your OTRS with such mecanism (an agent directly answers to customer through ticket creation notification reply-to) ? If so, we would be very interested to get more infos from you (what and where to setup/ modify the perl code). thank you in advance for your lights, Regards, Chris. > > Yeah, this is possible. > Moreover, if you properly configure the auto-reply and notifications > functions, it' sufficient to write emails to otrs only, then the customers > and/or the agents will be notified by mail by the system itself. > Only, the agents still need to login to the system to close the tickets, > change the state of the tickets, and do other administrative operations > > Gabriele > > ----- Original Message ----- > From: "Christophe Pouillet" <cpouillet(a)exosec.fr> > To: <otrs(a)otrs.org> > Sent: Wednesday, December 26, 2007 5:08 PM > Subject: [otrs] Reply-to field for Agent notification > > > >> Hi there, >> >> >> We try to setup a working OTRS system for our support team. These guys >> are mainly supporting our customers through email, spending most of their >> time at customers sites with no web access. >> >> We would like to use OTRS to manage tickets but we are stuck with an >> usage problem. >> >> We would like our agents to be able to directly answer the customer >> request after a new ticket creation. >> For that we thought about having the reply-to agent notification field >> setup with the customer email. >> Doing so, an agent could directly answer to the customer (with a 'cc' to >> otrs system). >> >> Does anyone ever tried or solved this ? >> TIA for your help, >> >> Best regards and happy new year. >> Chris. >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support or consulting for your OTRS system? >> => http://www.otrs.com/ >> >> >> >> >> >> >> > > > ------------------------------ > > Message: 6 > Date: Thu, 3 Jan 2008 08:31:06 +0100 > From: "Peter Hoogkamer" <peter.hoogkamer(a)gmail.com> > Subject: Re: [otrs] The system crashes > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: > <73aa5bd40801022331h653dc50bna157965fd53acae0(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > Hello Gabriele, > > I am using a Windows 2003 server. It's a hp blade server, but had a > test system running on a standard dell desktop (dimension e520) and > had no problems there. > > Gr. > > Peter > > 2008/1/2, Gabriele D'Andrea <gabriele.dandrea(a)ecohmedia.com>: > >> What Windows OS are you using? >> >> Previously I was running a test environment on a Windows XP box, and >> sometimes I had to restart Apache, seemed like it took most of the system >> memory then stopped responding. However it was only notebook with little >> resources, and I didn't troubleshoot it cause we moved to a new linux >> server. >> >> Gabriele >> >> ----- Original Message ----- >> From: "Antonio Sarmiento " <asarmiento(a)mi.cl> >> To: <otrs(a)otrs.org> >> Sent: Thursday, December 27, 2007 9:23 PM >> Subject: Re: [otrs] The system crashes >> >> >> Anyway I copy the file, and the error does not occur again,but the system is >> still whit the problem. >> I check all the logs file with the date of the day (apache and mysql) and I >> dind´t find any error at time the systems stpos ?? >> >> Somebody has another hints more than change to Linux. >> >> I Remeber Peter is running over the same winn 2003 server like us, but >> without >> problems. >> >> what other file can I check ? >> What may be falling Apache ? Mysql ?, OTRS ? >> >> where in OTRS may I check what is running ?? >> >> Thanks again >> >> Antonio >> >> >> >> >>> Date: Thu, 27 Dec 2007 14:49:46 +0400 >>> From: Mike Lykov <combr(a)reg.ru> >>> Subject: Re: [otrs] The system crashes >>> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >>> Message-ID: <200712271449.46281.combr(a)reg.ru> >>> Content-Type: text/plain; charset="utf-8" >>> >>> Ð' Ñ?Ð¾Ð¾Ð±Ñ?ÐµÐ½Ð¸Ð¸ Ð¾Ñ, Thursday 27 December 2007 04:44:58 Antonio >>> Sarmiento Ð½Ð°Ð¿Ð¸Ñ?Ð°Ð»(Ð°): >>> >>>> [Wed Dec 26 11:43:33 2007] [error] [client 192.168.0.127] File does not >>>> exist: C:/OTRS/Apache2/htdocs/favicon.ico >>>> >>>> There are 2 errors the first was at 11:43 an the second error at 11:57 >>>> but >>>> the system stop al 12:09 more less ?? >>>> >>> don't bother this file isn't needed >>> >>> Mike >>> >>> >>> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support or consulting for your OTRS system? >> =http://www.otrs.com/ >> >> >> >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.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(a)otrs.org > http://lists.otrs.org/cgi-bin/listinfo/otrs > > > End of otrs Digest, Vol 54, Issue 3 > *********************************** > -- ------------------------------------------------------------------------ *Et si votre informatique devenait un outil fiable et performant ?* *Expertise en Qualité de Service des réseaux et flux IP. * EXOSEC* - Architecte de Sérénité <http://www.exosec.fr> *Christophe Pouillet* ZAC des Metz - 3 Rue du petit robinson - 78350 JOUY EN JOSAS Tél: 01 30 67 60 65 - Fax: 01 75 43 40 70 - GSM: 06.71.01.68.76 email: cpouillet(a)exosec.fr - www.exosec.fr clé publique PGP sur http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x533C5A60 <http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x533C5A60> ------------------------------------------------------------------------

2 1

some performance related questions
by kerneljack 04 Jan '08

04 Jan '08

Hi, I just wanted to clarify/discuss some questions I have about the performance of OTRS on a machine I have it installed on. I don't know a lot about optimizing web servers / mod_perl for performance thus I am hoping you can give me some advice. I have already read some of the 'Performance Tuning' and have implemented some of the changes. The machine I am using is a very old Sun Cobalt Raq XTR server with only 256 MB of RAM and CentOS 4 on it. There are 2 hard drives in it running a software RAID 1 mirror. I would like to upgrade the RAM but I don't think it will be possible. I am not sure if the machine is running mod_perl or not, although I think it is. In /etc/httpd/conf.d/perl.conf, I have the following: ------------------------------------------------------------------ LoadModule perl_module modules/mod_perl.so #Alias /perl /var/www/perl #<Directory /var/www/perl> # SetHandler perl-script # PerlResponseHandler ModPerl::Registry # PerlOptions +ParseHeaders # Options +ExecCGI #</Directory> ------------------------------------------------------------------ Do I need to enable the lines from Alias onwards, and then put something in /var/www/perl? Is there some other way to surely verify this? In /var/log/httpd/error_log I *DO NOT* see any reference to mod_perl when the server is stopped/started. httpd.conf is configured with the following: ------------------------------------------------------------------ <IfModule prefork.c> StartServers 8 MinSpareServers 10 MaxSpareServers 25 ServerLimit 256 MaxClients 124 MaxRequestsPerChild 4000 </IfModule> ------------------------------------------------------------------ When I do a 'ps' listing, I can see 10 httpd processes. Whenever I make a request, such as clicking on the QueueView icon or Email Ticket, I see a single "index.pl" process that consumes 98-99% of cpu until the page has loaded and then it exits. I also see a MySQL process that takes up only about 2% cpu time and only when the 'index.pl' is running. I do not see any 'perl' or 'httpd' processes starting/stopping when I load a page. I have read some of the performance tuning section and have added the 'TicketIndexModule' and 'TicketStorageModule' lines. Under Database, I have done the 'optimize {ticket, ticket_history, article}. As far as I can tell, mod_perl is enabled because of the 'LoadModule' line and I see no 'perl' processes so I am assuming that it is working. Please let me know if I am wrong in thinking this. Given this current configuration, I was wondering it there is any way to make this faster? It is quite slow at the moment. Clicking on Email Ticket or QueueView is not as instantaneous as in the demo on the OTRS website. It takes upto 3-4 seconds to load. This doesn't sound too bad, but with 20-30 clients accessing it all the time, the problem is going to get worse isn't it? More memory might help, but I don't think I will be able to obtain it. Would optimising mod_perl help in any way? Or maybe reducing the number of httpd processes to reduce memory usage? Any help much appreciated, Thanks.

3 4

UTF-8 and StdAttachment
by Daniel Wedewardt 04 Jan '08

04 Jan '08

Hi, since we changed the DefaultCharset in Kernel/Config.pm from $Self->{'DefaultCharset'} = 'iso-8859-1'; to $Self->{'DefaultCharset'} = 'utf-8'; we got trouble with StdAttachments. The DefaultCharset of our MySQL database is from first day utf-8 (also while iso-8859-1 is the DefaultCharset in OTRS). A sended answer with a StdAttachment have the double size than it really is. For sure, after receiving the Agent-Response-Mail with the standard attachment, it can't be opened. When we load a new standard attachment to otrs after switching to utf-8 DefaultCharset and use this new standard attachment, the same thing happen. It makes no difference. The table standard_attachment is set to collation utf8_general_ci for fields name, content_type, filename, comments. All other fields aren't affected by collations. The content field also has the binary attribute flag. When we shortly switch bag to iso, the standard attachment have the right size and could be read very well on client side. It looks like, that only database stored attachments are affected by this issue because uploading an attachment while composing an agent response article, the attachment could be read very well on client side. Before I forgot: we're using OTRS 2.2.2. I know, there is OTRS 2.2.4, but I couldn't find any related documented change in logs. Bye Daniel

1 0

Bulk Action - Email Reply
by justinjohnson＠f2s.com 04 Jan '08

04 Jan '08

Hi All, We are running OTRS 2.0.4 and we have a lot of tickets from time to time that we want to give the exact same email reply to. We cannot do this with bulk action as it only allows ud to do notes. Is there a way we can do this for an email reply also? Thanks Justin

1 0

Notify the agent by e-mail when a new ticket is generated in one of the agent's queue
by Aysel Pamuk 04 Jan '08

04 Jan '08

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

3 5

Re: [otrs] Ticket Reply
by Mike Lykov 04 Jan '08

04 Jan '08

В сообщении от Thursday 27 December 2007 20:19:55 Julien CHAMPSEIX написал(а): > 1) OTRS send mail notification for a new ticket to an Customer (with > sender= toto(a)toto.com) > 2) When Customer do reply it's reply to titi(a)titi.com search for "reply-to" field, it must be inserted in letters which otrs generate. Mike

2 1

Summary of ticket states
by Clemens Zimmermann 03 Jan '08

03 Jan '08

Hi, I want to generate a daily summary on the states of all open tickets in the system, which are beyond a certain time (escalated) and send this via mail to certain people (e.g. the queue administrators). Has anyone a solution ? Thanks Clemens

2 1

How an agent can see notifications of his tickets generated as customer?
by Antonio Sarmiento 03 Jan '08

03 Jan '08

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

2 2

Re: [otrs] can't login - installation problem (solved?)
by Konstantin webuser 03 Jan '08

03 Jan '08

finally I got it working but only after giving a 777 permission to the '/opt/otrs/Kernel/Config/Files'! After that 'ZZZAAuto.pm' was created by a user 'daemon'. Obviously this user didn't have access rights to the otrs tree structure so it was correct that the login failed. Now I'm wondering where this user is coming from and what's the relation to the 'SetPermissions' script? I didn't see any reference to such a user in the provided documentation! Thanks On Dec 26, 2007 1:28 PM, Konstantin webuser <gvkpkp(a)googlemail.com> wrote: > thanks for your reply. > > I did read that and did follow it right from the beginning! Let me try to > explain the installation so far in more details. > > Its a debian with 2 users. 'user_a:group_a' and 'otrs:otrs'. Apache is > installed and runs from '/home/user_a' directory. I did start apache as > root. 'otrs' belongs to 'group_a' as well so both users ('user_a' and > 'otrs') can read and write to each others directories! > > I started apache as root. Now, I did run: > > SetPermissions /opt/otrs otrs user_a otrs group_a > > I think that the above is correct? What am I doing wrong! > > Thanks > > > On Dec 26, 2007 11:41 AM, Christian Rhomberg <cr-lists(a)ob8.at> wrote: > > > -----BEGIN PGP SIGNED MESSAGE----- > > Hash: SHA1 > > > > Konstantin webuser wrote: > > > any chance to get some attention on this issue? > > > > > Hi, please read this: > > http://doc.otrs.org/2.2/en/html/x354.html > > > > You made this: > > > > SetPermissions /opt/otrs otrs web_server_user otrs group_of_web_user > > > > <<snip>> > > > > The last step to prepare the installation of OTRS is to set the proper > > access rights for the files of the ticket system. You can use the > > script SetPermissions.sh, which is located in the bin directory in the > > home directory of the OTRS user. The script can be executed with the > > following parameters: > > > > SetPermissions.sh { Home directory of the OTRS user } { OTRS user } { > > Web server user } [ Group of the OTRS user ] [ Group of the web server > > user ] > > > > > > <<snap>> > > > > > > > > - -- > > > > > > _________________________________ > > > > Christian Rhomberg > > > > ob8.at | Labor für freie Software > > _________________________________ > > > > Mail: christian.rhomberg(a)ob8.at > > jabber: christian.rhomberg(a)jabber.org > > Mobile: +43(0)699 11465892 > > Web: http://christian.ob8.at > > _________________________________ > > > > -----BEGIN PGP SIGNATURE----- > > Version: GnuPG v1.4.6 (GNU/Linux) > > > > iD8DBQFHciHlN/MrWGb3QDERAtZeAKCc+/W/0h8LHJbmVPPqW37bOPDnagCg4r0f > > QAL/XRxQoOwbDCreUMjzJvI= > > =EZ7l > > -----END PGP SIGNATURE----- > > > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support or consulting for your OTRS system? > > => http://www.otrs.com/ > > > >

1 0

Re: otrs Digest, Vol 54, Issue 3
by Antonio Sarmiento 03 Jan '08

03 Jan '08

Peter: Is posible for you send me the Apache config file. It is C:\OTRS\Apache2\conf\httpd.conf, because I identified Apache like the problem. First I wan review the config before to replace the apache version. Thanks and Happy New Year Antonio > Message: 6 > Date: Thu, 3 Jan 2008 08:31:06 +0100 >From: "Peter Hoogkamer" <peter.hoogkamer(a)gmail.com> > Subject: Re: [otrs] The system crashes > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: > <73aa5bd40801022331h653dc50bna157965fd53acae0(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > Hello Gabriele, > > I am using a Windows 2003 server. It's a hp blade server, but had a > test system running on a standard dell desktop (dimension e520) and > had no problems there. > > Gr. > > Peter > > 2008/1/2, Gabriele D'Andrea <gabriele.dandrea(a)ecohmedia.com>: >> What Windows OS are you using? >> >> Previously I was running a test environment on a Windows XP box, and >> sometimes I had to restart Apache, seemed like it took most of the system >> memory then stopped responding. However it was only notebook with little >> resources, and I didn't troubleshoot it cause we moved to a new linux >> server. >> >> Gabriele >> >> ----- Original Message ----- >> From: "Antonio Sarmiento " <asarmiento(a)mi.cl> >> To: <otrs(a)otrs.org> >> Sent: Thursday, December 27, 2007 9:23 PM >> Subject: Re: [otrs] The system crashes >> >> >> Anyway I copy the file, and the error does not occur again,but the system is >> still whit the problem. >> I check all the logs file with the date of the day (apache and mysql) and I >> dind´t find any error at time the systems stpos ?? >> >> Somebody has another hints more than change to Linux. >> >> I Remeber Peter is running over the same winn 2003 server like us, but >> without >> problems. >> >> what other file can I check ? >> What may be falling Apache ? Mysql ?, OTRS ? >> >> where in OTRS may I check what is running ?? >> >> Thanks again >> >> Antonio >> >> >> >> > Date: Thu, 27 Dec 2007 14:49:46 +0400 >> >From: Mike Lykov <combr(a)reg.ru> >> > Subject: Re: [otrs] The system crashes >> > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >> > Message-ID: <200712271449.46281.combr(a)reg.ru> >> > Content-Type: text/plain; charset="utf-8" >> > >> > Ð' Ñ?Ð¾Ð¾Ð±Ñ?ÐµÐ½Ð¸Ð¸ Ð¾Ñ, Thursday 27 December 2007 04:44:58 Antonio >> > Sarmiento Ð½Ð°Ð¿Ð¸Ñ?Ð°Ð»(Ð°): >> >> [Wed Dec 26 11:43:33 2007] [error] [client 192.168.0.127] File does not >> >> exist: C:/OTRS/Apache2/htdocs/favicon.ico >> > >> >> There are 2 errors the first was at 11:43 an the second error at 11:57 >> >> but >> >> the system stop al 12:09 more less ?? >> > >> > don't bother this file isn't needed >> > >> > Mike >> > >> >

2 1

Queue and Agent Overview
by Clemens Zimmermann 03 Jan '08

03 Jan '08

Hi, I need an overview which agents are using what queues. Could please anyone give me a hint how to generate a list of all queues and the corresponding agents ? Thanks Clemens

2 1

Re: otrs Digest, Vol 54, Issue 3
by armin.kurz＠lobster.de 03 Jan '08

03 Jan '08

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

1 0

Re: [otrs] The system crashes
by Antonio Sarmiento 03 Jan '08

03 Jan '08

Anyway I copy the file, and the error does not occur again,but the system is still whit the problem. I check all the logs file with the date of the day (apache and mysql) and I dind´t find any error at time the systems stpos ?? Somebody has another hints more than change to Linux. I Remeber Peter is running over the same winn 2003 server like us, but without problems. what other file can I check ? What may be falling Apache ? Mysql ?, OTRS ? where in OTRS may I check what is running ?? Thanks again Antonio > Date: Thu, 27 Dec 2007 14:49:46 +0400 >From: Mike Lykov <combr(a)reg.ru> > Subject: Re: [otrs] The system crashes > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <200712271449.46281.combr(a)reg.ru> > Content-Type: text/plain; charset="utf-8" > > Ð Ñ?Ð¾Ð¾Ð±ÑÐµÐ½Ð¸Ð¸ Ð¾Ñ Thursday 27 December 2007 04:44:58 Antonio >Sarmiento > Ð½Ð°Ð¿Ð¸Ñ?Ð°Ð»(Ð°): >> [Wed Dec 26 11:43:33 2007] [error] [client 192.168.0.127] File does not >> exist: C:/OTRS/Apache2/htdocs/favicon.ico > >> There are 2 errors the first was at 11:43 an the second error at 11:57 but >> the system stop al 12:09 more less ?? > > don't bother > this file isn't needed > > Mike > >

3 2

Reply-to field for Agent notification
by Christophe Pouillet 02 Jan '08

02 Jan '08

Hi there, We try to setup a working OTRS system for our support team. These guys are mainly supporting our customers through email, spending most of their time at customers sites with no web access. We would like to use OTRS to manage tickets but we are stuck with an usage problem. We would like our agents to be able to directly answer the customer request after a new ticket creation. For that we thought about having the reply-to agent notification field setup with the customer email. Doing so, an agent could directly answer to the customer (with a 'cc' to otrs system). Does anyone ever tried or solved this ? TIA for your help, Best regards and happy new year. Chris.

2 1

Re: [otrs] Most efficient way to use OTRS With MS Exchange
by Justin Holt 02 Jan '08

02 Jan '08

Thank you for your answer Andy, but it seems I am going to need you to take me through it,I think everything is set up right but I don't know. And I managed to set up a gmail account for testing purposes for now, but if you tell me how to get it set up with gmail, I imagine it would be similar to use an email address from our exchange server. If they are two completely different processes, just let me know. Justin

1 0

calculating answer time
by Tabitha Stang 02 Jan '08

02 Jan '08

Hi, We'd like to be able to calculate the time it takes for us to answer tickets. I found the following code in the logs (slightly modified): SELECT ticket.tn, timediff(ticket_history.create_time, ticket.create_time) AS 'diff' from ticket LEFT JOIN ticket_history ON ticket.id=ticket_history.ticket_id WHERE ticket.create_time > '2007-11-01 00:00:00' AND ticket_history.history_type_id = 15 AND ticket_history.name = '%%close' AND ticket_history.create_time > '2007-11-01 00:00:00' ORDER BY ticket_history.create_time Unfortunately this has one small problem for us. For example: If a customer write to us on Nov 1 and we answer immediately, then he writes again on November 5 and we answer immediately, the "time difference" calculated is 4 days. This messes up our statistics - since really we answered immediately each time! Could anyone tell me how I can either: 1) calculate the difference between one contact and its corresponding answer OR 2) find out which customers have written more than once on the same ticket, such that I can exclude them in my query. 3) Any other workarounds? Thanks very much and happy holidays! Tabitha

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Re: otrs Digest, Vol 54, Issue 2
by armin.kurz＠lobster.de 02 Jan '08

02 Jan '08

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

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Re: otrs Digest, Vol 54, Issue 1
by armin.kurz＠lobster.de 01 Jan '08

01 Jan '08

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

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AutoIncriment ticket counter
by Mike Clayton 31 Dec '07

31 Dec '07

Is there a limit to the number of unique ticket numbers that can be generated by the AutoIncriment ticket number generator? I remember reading something about it, but I can't find what i read now. Mike

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Re: otrs Digest, Vol 53, Issue 56
by armin.kurz＠lobster.de 31 Dec '07

31 Dec '07

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

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Bulk action for the tickets returned post normal search....is this possible?
by aleem bagwan 31 Dec '07

31 Dec '07

Hi All, I have a query. Hoping that you guys can provide some info..Straight to the point... My question is : Why is it that there is no bulk selection facility (check box as is present for all the tickets in queue view) present for the tickets that are returned by search facility of otrs? Is it possible to add this bulk action to the search returned tickets? Will this addition, of bulk facility post search, and its induced operation impact,albiet wrongly, the tickets current stand-in operations. In short, can you list some problems,if any, that can occur if this bulk facility is extended to tickets that are returned post normal search. Please respond. Thanks and regards, Aleem --------------------------------- Chat on a cool, new interface. No download required. Click here.

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Multiple system interaction
by Maurice James Ny 30 Dec '07

30 Dec '07

Does anyone in the group have multiple OTRS systems that interact with each other? If so give an example of how it is set up. Currently I have two systems in my enterprise and I was having hell making the two systems share tickets. Originally I had the tickets set up identically except for the system ID example (Ticket# 20071005102127 system ID is 10) and (Ticket 200710051226 system ID is 12). I would create a ticket in one system and send an email to the other system through composing an email from the ticket itself. This would create a new ticket on the other system. (All is well). When I tried to respond to the originating system from the newly generated ticket, instead of appending the original ticket it would create a new ticket. I found that system ID served no purpose. I had to completely change the ticket hook from Ticket# to something like NYTicket# 20071005102127 and LATicket# 200710051226. Only after this change could I append tickets back and forth between both systems. If any one knows of a better more efficient way to have multiple systems interact with each other, please feel free to lay it out

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Re: otrs Digest, Vol 53, Issue 55
by armin.kurz＠lobster.de 30 Dec '07

30 Dec '07

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

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Install problem
by Henry Martin 30 Dec '07

30 Dec '07

Hi, I've just made a clean install of Fedora 8 on a new server with 2GB RAM and 400GB hard Drive. Installed apache, mysql etc. Downloaded and installed all the patches, Downloaded the Fedora rpm of OTRS followed all the instructions and when I get to the last instruction which is to connect to the URL and enter root@localhost with password root. I get Internal Server Error The error log says "attempt to free unreferenced scalar" What have I done wrong /not done / whatever????

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Re: otrs Digest, Vol 53, Issue 54
by armin.kurz＠lobster.de 29 Dec '07

29 Dec '07

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

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Most efficient way to use OTRS With MS Exchange
by Justin Holt 28 Dec '07

28 Dec '07

Does anyone know of the most efficient way to use OTRS with MS Exchange. I would like to be able to alert my co workers when a new work order appears over email. I have looked through a lot of the documentation and I am not quite sure where to look. Right now I have OTRS configured to authenticate users using LDAP through a Windows Server 2003 Active Directory. Any help is appreiciated. Justin

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Definitions for LDAP Authentication
by Justin Holt 28 Dec '07

28 Dec '07

Here is the story so far, I followed how to in the OTRS manual for how to set up LDAP to play nicely with Windows Active Directory. I just need to know if I provide you guys with the information for our configuration, can you tell me what the things like what BaseDN and ou can dc should be. Here is my information: Active Directory Server is @ 10.0.0.41 Active Directory's host name is: vdp-dc-003 Domain or Forest everyone is under is: VERNON_FR OTRS Active Directory User is: otrs_ldap OTRS Active Directory Password is: (You could just put stars so I know where to put it) Any help is greatly appreciated :-)

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Host-based theming and automation
by Ray Crawford 28 Dec '07

28 Dec '07

Does anyone have experience with this? Also, does anyone use scripts (sql and otherwise) to set up new users and queues in their otrs environment? Please, some one, let me know that this e-mail got through. I've been having trouble submitting stuff to this list as I believe it falls off into the great bit-bucket in the sky. Thanks! RAY CRAWFORD GIBRALTARinteractive (859) 468-5313 (phone) <http://www.gibraltarinteractive.com/> http://www.GibraltarInteractive.com The Interactive UNAgency Agency

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Logging -- and everything else broken -- issue in Kernel::System::Log.pm
by Mark Nernberg 28 Dec '07

28 Dec '07

When running any of the cron jobs, including PostMasterPOP3.pl, I have been getting the following error: No space left on device at /usr/local/www/secure/otrs/Kernel/System/Log.pm line 81, <PRODUCT> line 4. However, I've made no changes in Config.pm, nor should anything be affecting that. The logs are stored in /tmp/otrs.log, and /tmp plainly has plenty of space. # df Filesystem 1K-blocks Used Avail Capacity Mounted on /dev/da0s1a 2025328 124176 1739126 7% / devfs 1 1 0 100% /dev /dev/da0s4d 4058062 66434 3666984 2% /files /dev/da0s3e 4055384 21986 3708968 1% /tmp /dev/da0s4e 16147168 4578482 10276914 31% /usr /dev/da0s3d 4058062 406152 3327266 11% /var /dev/ad3s1d.bde 196957934 81907310 99293990 45% /home devfs 1 1 0 100% /var/named/dev /tmp/otrs.log does exist, and I've given r/w perms to everyone in order to be certain that the prob is not permissions-related. Any clues? This is tying down my whole ticketing system! -- Mark J. Nernberg PLEASE NOTE: THIS IS NOT MY REGULAR EMAIL ACCOUNT! AIM: marknernberg ICQ: 457132342 XMPP: m(a)marknernberg.com

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Re: otrs Digest, Vol 53, Issue 51
by armin.kurz＠lobster.de 28 Dec '07

28 Dec '07

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

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problem adding customer accounts dynmacially via LDAP
by Dimitrius Weddington 28 Dec '07

28 Dec '07

Hi All, I've been googling and searching through mail thread to get the LDAP/AD finally working with our AD environment. The last hurdle is to get accounts automatically created. I'm running into the following errors: Dec 27 15:39:31 XXXXXX OTRS-CGI-07[28959]: [Error][Kernel::System::Auth::LDAP::Auth][Line:343]: Old config setting detected, please use the new one from Kernel/Config/Defaults.pm (User* has been added!). Dec 27 15:39:31 XXXXX OTRS-CGI-07[28959]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'testuser'!!! Dec 27 15:39:31 XXXXX OTRS-CGI-07[28959]: [Error][Kernel::System::User::UserAdd][Line:229]: Need UserFirstname! Dec 27 15:39:31 XXXXX OTRS-CGI-07[28959]: [Error][Kernel::System::Auth::LDAP::Auth][Line:400]: Can't create user 'testuser' (CN=testusers,OU=XXXXX,OU=XXXXX,OU=XXXXX,DC=marvell,DC=com) in RDBMS! Dec 27 15:39:31 mchinf11 OTRS-CGI-07[28959]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'testuser'!!! Here's snippets of the Config.pm $Self->{'CustomerUser'} = { CustomerKey => 'sAMAccountName', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'XX.XX.XX.XX', BaseDN => 'DC=marvell,DC=com', SSCOPE => 'sub', UserDN => 'otrs_binduser', UserPw => '*********', }, # customer unique id # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserFirstname', 'Firstname', 'givenName', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'streetaddress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; Using a LDAP browser I was able to confirm that 'givenName' was truly defined. Any help would be appreciated. Thx! -dimitrius ________________________________ "Without passion ... what's the point?"

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Ticket Reply
by Julien CHAMPSEIX 27 Dec '07

27 Dec '07

Hello all, - My problem is the following : 1) OTRS send mail notification for a new ticket to an Customer (with sender= toto(a)toto.com) 2) When Customer do reply it's reply to toto(a)toto.com - I would change the receiver when people reply to a notification as following without manually action: 1) OTRS send mail notification for a new ticket to an Customer (with sender= toto(a)toto.com) 2) When Customer do reply it's reply to titi(a)titi.com Is it possible to do into OTRS ? Regards, Julian.

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Templates for Notes
by justinjohnson＠f2s.com 27 Dec '07

27 Dec '07

Hi All, Is there any hack/modification we can make to the code of OTRS that will allow us to have templates for internal notes a bit like we do for responses? This would make handling things internally much easier when dealing with escalations etc. Many Thanks Justin

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calculating answer time
by Tabitha Stang 27 Dec '07

27 Dec '07

Hi, I sent this a few days ago, but unfortunately haven't received a response. Maybe because it's not possible? We'd like to be able to calculate the average time it takes for us to answer a ticket. I found code in the logs, but it has one problem, best illustrated through an example: If a customer writes to us on Nov 1 and we answer immediately, then he writes again on November 5 and we answer immediately, the "time difference" calculated is 4 days. This messes up our statistics - since really we answered immediately each time! Is there any way to solve this? It's very important for us! Thanks very much and happy holidays! Tabitha

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Re: [otrs] The system crashes
by Antonio Sarmiento 27 Dec '07

27 Dec '07

Hello, Thanks by your coments. I check the windows eventviewer without errors. The Apache Log has the following error: [Wed Dec 26 11:43:18 2007] [notice] Child 2948: Starting thread to listen on port 80. [Wed Dec 26 11:43:33 2007] [error] [client 192.168.0.127] File does not exist: C:/OTRS/Apache2/htdocs/favicon.ico, referer: http://servotrs/otrs/index.pl?Action=AgentTicketMailbox&Subaction=New [Wed Dec 26 11:57:43 2007] [error] [client 192.168.0.127] File does not exist: C:/OTRS/Apache2/htdocs/favicon.ico, referer: http://servotrs/otrs/index.pl?Action=AgentTicketCustomer&TicketID=20 [Wed Dec 26 12:54:07 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations There are 2 errors the first was at 11:43 an the second error at 11:57 but the system stop al 12:09 more less ?? Thanks for your cooperation Antonio > Date: Fri, 21 Dec 2007 10:57:07 +0100 >From: "Peter Hoogkamer" <peter.hoogkamer(a)gmail.com> > Subject: Re: [otrs] The system crashes > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: > <73aa5bd40712210157v22dc54a4teebc1b881d39348a(a)mail.gmail.com> > Content-Type: text/plain; charset=UTF-8 > > Hello, > > I am running OTRS::ITSM 2.2.4 on Apache and Windows server 2003. I am > not having any problems with otrs. I have recently upgraded to 2.2.4 > and that went fine. I suggest you check you're logs, also the windows > eventviewer. > > Peter > > 2007/12/21, Steven Carr <s.j.carr(a)khipu-networks.com>: >> Antonio Sarmiento wrote: >> Iï¿½m using win32 OTRS 2.2.4 but Iï¿½m having problem with the system >> because sometimes it donï¿½t respond. >> Normally it respond quickly but in this cases the screen looks like it >> is waiting for response but it never comes.(hung up !! ) >> >> I have to restart the system (with de restart batch file) and then begin >> to work again ?? >> > Are there any errors in the Apache log files? > > Steve

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Re: otrs Digest, Vol 53, Issue 48
by armin.kurz＠lobster.de 27 Dec '07

27 Dec '07

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

1 0

Why is OTRS so slow for me?
by Carlos Williams 26 Dec '07

26 Dec '07

Guys - I am responsible for a server running otrs-2.1.4-01. They OTRS system accepts emails fine and generates tickets fine however when you attempt to close the ticket with the "empty answer" option, the system hour glasses for like 1-2 minutes before it allows you to modify the ticket. It is beyond slow and never use to be this way. I don't know what to do to understand what is causing the latency. The file system on the OS is fine and does not look to be full by any means so I would think there is perhaps something wrong with the data base or something else. I have no experience with OTRSso I am scared to make any changes and don't know where to look. It works fine is the bottom line, it is just super slow. Any thoughts? -- This EMAIL was sent from a Linux (virus free) environment...

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Installation Problems
by Jason Hough 26 Dec '07

26 Dec '07

Hello.. I ran through all the installation instructions successfully (no errors at all)....however when I try to log into the system @ http://localhost/otrs/index.pl I get a 500 Internal Server Error I checked my messages log and get the following: Dec 19 14:22:34 hd OTRS-CGI-10[21834]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 10.33.249.45). Dec 19 14:22:36 hd kernel: index.pl[21836] general protection eip:6170e3 esp:bf86c820 error:0 Dec 19 14:23:25 hd OTRS-CGI-10[21846]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 10.33.249.45). Dec 19 14:23:26 hd kernel: index.pl[21848]: segfault at 00000011 eip 006170cb esp bfdb5560 error 4 Dec 19 14:25:17 hd OTRS-CGI-10[21912]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 10.33.249.45). Dec 19 14:26:58 hd OTRS-CGI-10[21918]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 10.33.249.45). Dec 19 14:27:00 hd kernel: index.pl[21920] general protection eip:4350ac esp:bfe875e8 error:0 as you can see Im getting a general protection error on index.pl....any idea why this is happening? Please advise....Thanks! Thanks, ******************************************* Jason Hough Network Administrator Phone: 517-272-5527 GC Services

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Adding users to otrs db after ldap auth
by Abhinav Modi 26 Dec '07

26 Dec '07

Hi folks, We want to set up OTRS such that when a NEW USER logs in first time using some ldap credentials, he/she is automatically added to the OTRS database as a user. Is this possible ? Any pointers on how to do this ? Thanks ! Abhinav -- http://employees.org/~abhinav/blog/

2 2

can't login - installation problem
by Konstantin webuser 26 Dec '07

26 Dec '07

Hi there, I just installed from source the latest otrs version on a debian 4.0 box running PostgreSQL 8.1 and Apache 2.2.x. I followed all the steps, as described, in the documentation and everything worked fine. After I displayed the login page and tried to login I get the following error: ------------------------------ ------------------------------------------------ Error: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Message: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Traceback (10512): Module: Kernel::System::Config::WriteDefault (v1.64) Line: 247 Module: Kernel::Modules::AdminInit::Run ( v1.4) Line: 56 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 ----------------------------------------------------------------------------- The Apache error_log showed the following too: --------------------------------------------------------------- Message: Can't write cache file /opt/otrs/var/tmp/SysConfig-Cache_Kernel_Config_Files_Framework .xml-3d15c3528f10ac2fe6ba954cf5ecffe5.pm: Permission denied Can't write cache file /opt/otrs/var/tmp/SysConfig-Cache_Kernel_Config_Files_Ticket.xm l-f8dd006d03246fc35157870503272558.pm: Permission denied, ------------------------------------------------------------- any help is much appreciated. Thanks

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Re: otrs Digest, Vol 53, Issue 46
by armin.kurz＠lobster.de 26 Dec '07

26 Dec '07

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

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disappeared spaces in subjects
by Cronfy 25 Dec '07

25 Dec '07

Hello, >> Has faced such problem. After installation base OTRS in a theme of >> Subject OTRS eats blanks between words if the theme of the >> message is written by Russian letters. >> The coding in OTRS - utf-8. >> There can be somebody faced a similar problem? > yes, we are. > source of the problem not known for me for now. I have found that this problem appeared once and there was a patch for solving it: http://lists.otrs.org/pipermail/dev/2005-October/001152.html The patch is applied to current version of OTRS, but not to MIME/Words.pm (also required for complete solution). Either the patch was not forwarded to MIME perl module developers, or they did not consider the patch resonable. Probably there could be another solution. Maybe headers should be encoded in other way with other functions, or other encoding method could be used (i.e. base64). Are here otrs developers who could bring a light on this problem? Thanks in advance. -- Cronfy.

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Re: otrs Digest, Vol 53, Issue 45
by armin.kurz＠lobster.de 25 Dec '07

25 Dec '07

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

1 0

Re: otrs Digest, Vol 53, Issue 44
by armin.kurz＠lobster.de 24 Dec '07

24 Dec '07

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

1 0

Re: Ticket states and state machine [RFC ?]
by leon.is.here＠gmail.com 23 Dec '07

23 Dec '07

Hello, more than 3 years later - I am interested in the ticketing state machine. I am preparing the presentation for the management and need to explain the possible tickets states and transitions between them. I am pretty sure somebody did it already (I am an optimist), can I ask you to share what you've done with the mailing list? Thanks in advance, -- Leon On Thursday, May 13, 2004 12:44 PM Patrick Hofmann <Patrick.Hofmann at terreActive.ch> wrote: > We work since almost two months with OTRS, currently in the internal > pilot phase. > > One of the bigger issues is the (missing) 'state machine' for tickets. You're describing a mechanism we call 'Workflow'. We're in the process thinking about developing such a functionality, but don't expect a solution soon. Contact sales at otrs.de for more information on this issue. Regards, Robert Kehl

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Re: otrs Digest, Vol 53, Issue 43
by armin.kurz＠lobster.de 23 Dec '07

23 Dec '07

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

1 0

Autoreply: RE: [otrs] upgrade/migration from windows to linux....all wentwellexcept faq's don't show up
by jams＠momento.com.au 23 Dec '07

23 Dec '07

Thank you for your email. The Momento offices will be closed from the end of business Friday 21 December and will re-open Wednesday 2 January. More information about the Momento Photobook service can be found on our website at http://www.momento.com.au, and details on our delivery times for the Christmas period can be found at http://www.momento.com.au/xmas_delivery_popup.asp. Wishing you happy and safe holidays, The Momento Team

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upgrade/migration from windows to linux....all went well except faq's don't show up
by Isaac Gonzalez 23 Dec '07

23 Dec '07

Hi there... The upgrade/migration went well from the windows to linux....everything works fine except even after activating the faq module, I still cannot see any of the previously created faq's...even though I see them in the database...is there something that I did wrong here?

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Re: otrs Digest, Vol 53, Issue 37
by Antonio Sarmiento 22 Dec '07

22 Dec '07

Hi, I have some question about OTRS. Somebody could help me ? 1.- How much time before the solution time the system sned a notification ?? 2.- Wich is the diference between forward and bounce 3.- Why some tickets permits forwars, bounce and split and another not. I hope somebody could help me Thanks

1 1

Re: otrs Digest, Vol 53, Issue 41
by armin.kurz＠lobster.de 22 Dec '07

22 Dec '07

Sehr geehrte Damen und Herren, ich bin vom 22.12.2007 bis einschliesslich 02.01.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an unser Support-Team unter support(a)lobster.de oder telefonisch an: 08158 - 90766 - 20. Das Lobster-Team wünscht Ihnen ein frohes Weihnachtsfest und ein erfolgreiches neues Jahr 2008. Mit freundlichen Grüßen Armin Kurz

1 0

OTRS host based themeing
by ray.crawford＠gibraltarinteractive.com 21 Dec '07

21 Dec '07

Did anyone see my prior post about this? Anyone doing it successfully? Anyone have any tips? Sent from my BlackBerry device from Cincinnati Bell Wireless

1 0

Customer Company
by Maurice James Ny 21 Dec '07

21 Dec '07

Does anyone know what was the use of adding the Customer Company link. I see you can add company addresses and assign it a customer id, but what was it added to 2.2 for? What purpose does it serve?

1 0

OTRS and PKi authentication
by Maurice James Ny 21 Dec '07

21 Dec '07

I know it's a long shot here but has anyone implemented OTRS on PKI (Public Key Infrastructure) ? We use CAC (Common Access Card) for authentication and I was wondering if anyone knows how to accomplish this task (feat).

2 2

OTRS Is Very Slow For Me
by Carlos Williams 21 Dec '07

21 Dec '07

Guys - I am responsible for a server running otrs-2.1.4-01. They OTRS system accepts emails fine and generates tickets fine however when you attempt to close the ticket with the "empty answer" option, the system hour glasses for like 1-2 minutes before it allows you to modify the ticket. It is beyond slow and never use to be this way. I don't know what to do to understand what is causing the latency. The file system on the OS is fine and does not look to be full by any means so I would think there is perhaps something wrong with the data base or something else. I have no experience with OTRS so I am scared to make any changes and don't know where to look. It works fine is the bottom line, it is just super slow. Any thoughts? -- This EMAIL was sent from a Linux (virus free) environment...

2 1

customer entry for company to be valid
by Steve Clark 21 Dec '07

21 Dec '07

Hello List, Is there a way when entering a new customer contact to enforce the CustomerId be in the customer_company table. Thanks, Steve

1 0

OTRS connect to OpenLDAP over ssl
by Kent Nasveschuk 21 Dec '07

21 Dec '07

Has anyone gotten OTRS to work over a secure connection to a OpenLDAP server? I've solved all the other problems I've run into, can't seem to get it to communicate on port 636. OS: CentOS 5 I followed some directions on this post but doesn't seem to work. http://osdir.com/ml/otrs.devel/2004-03/msg00011.html Suggestions would be appreciated. One other thing, if you do have it working, does anyone know if it will work on a Windows box? Kent

1 0

[Fwd: Re: [otrs] OTRS 2.2.4 OpenLDAP authentication]
by Kent Nasveschuk 21 Dec '07

21 Dec '07

I have the authentication working to OpenLDAP but I don't have mapping attributes required by OTRS to LDAP attributes. Also I have I would like to have LDAP to OTRS communications over 636 not 389. How do I integrate the Net::LDAPs into Config.pm, in perl: $obj = Net::LDAPS->new("$ldap_servers",port=>$ldap_port,verify=>$verify,cafile=>$cafile); ?? Relevant section of Config.pm $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'mblauth01.mbl.edu'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=mbl,dc=edu'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'uid=search,ou=users,dc=mbl,dc=edu'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'secret'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'mblauth01.mbl.edu'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=users,dc=mbl,dc=edu'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'uid=search,ou=users,dc=mbl,dc=edu'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'secret'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'mblauth01.mbl.edu', BaseDN => 'dc=mbl,dc=edu', SSCOPE => 'sub', UserDN => 'uid=search,ou=users,dc=mbl,dc=edu', UserPw => 'secret', }, CustomerKey => 'cn', CustomerID => '[customer_id]', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'cn', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'cn', 0, 1, 'var' ], ], }; } Kent

1 0

Fwd: can't edit/delete users
by Jaroslaw Czarniak 21 Dec '07

21 Dec '07

Hi. I'm in Users managment section at http://localhost/otrs/index.pl?Action=AdminUser address and I can't see any of my users/agents: http://www.jarsat.pl/grafika/tmp/zrzut01.jpg while i have few created already. No errors, no suspicious system logs. Nothing. I'm new otrs user and I've no clue what to look for. -- Pozdrawiam Jarosław Czarniak Jarsat s.c. Kruczkowskiego 13F 80-288 jczarniak (at) jarsat (dot) pl tel. 0 58 741 77 02

2 3

Nils ------->syncuser_csv2otrs.pl
by Maurice James Ny 21 Dec '07

21 Dec '07

He Nils I saw your name in this file syncuser_csv2otrs.pl it might be coincidence, but do you know how to get this file to work for customer users and not just agents? This will be a great help if anyone knows how. <snip> #!/usr/bin/perl -w # -- # syncuser_csv2otrs.pl - sync csv user list or otrs # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: syncuser_csv2otrs.pl,v 1.2 2006/10/03 14:34:47 mh Exp $ # -- # This program is free software; you can redistribute it and/or modify # it under the terms of the GNU General Public License as published by # the Free Software Foundation; either version 2 of the License, or # (at your option) any later version. # # This program is distributed in the hope that it will be useful, # but WITHOUT ANY WARRANTY; without even the implied warranty of # MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the # GNU General Public License for more details. # # You should have received a copy of the GNU General Public License # along with this program; if not, write to the Free Software # Foundation, Inc., 59 Temple Place, Suite 330, Boston, MA 02111-1307 USA # -- # example of csv file (0;1;2;...) # [...] # me1;me1(a)example.com;Nils;Example;somepass;Mr.; # [...] </snip>

3 10

The system crashes
by Antonio Sarmiento 21 Dec '07

21 Dec '07

Hi, I´m using win32 OTRS 2.2.4 but I´m having problem with the system because sometimes it don´t respond. Normally it respond quickly but in this cases the screen looks like it is waiting for response but it never comes.(hung up !! ) I have to restart the system (with de restart batch file) and then begin to work again ?? Somebody have this problem ?? What can I do ?? Somebody could help me ? Thanks Antonio Sarmiento

5 4

Notification due to new ticket don`'t work
by Antonio Sarmiento 21 Dec '07

21 Dec '07

Hi, I´m using win32 otrs 2.2.4 but I`m having problems with this notification, the preferes is is yes, and the queues are selected. When I create a new ticket , the notification does not appear ?? Additional the new message button in the navigation bar don´t increase the number ?? Somebody know why may be that ?? Thanks Antonio

1 0

Frederic Fraudeau/FR/Schneider est absent(e).
by frederic.fraudeau＠fr.schneider-electric.com 21 Dec '07

21 Dec '07

Je serai absent(e) à partir du 21/12/2007 de retour le 07/01/2008. Bonjour, Je suis actuellement absent et serai de retour le 07/01/08 à mon bureau. Je consulterai cependant mes mails journalièrement. Pour toute question technique urgente, merci d'ouvrir un ticket OTRS à l'adresse "http://support.ilevo.com/customer" ou de de contacter le Support Technique Ilevo : +33 4 76 60 50 00 Pour toutes autres éléments, merci de contacter Alice Avila au : +33 4 76 60 54 05 Hello I'm currently out of office and I will be back on 07/01/08. However I will check my emails every day. For all urgent technical question, please open an OTRS ticket using the following address "http://support.ilevo.com/customer" or contact the Ilevo Technical Support : +33 4 76 60 50 00 For any other request, please contact Alice Avila: +33 4 76 60 54 05

1 0

LDAP support
by Abhinav Modi 21 Dec '07

21 Dec '07

Hi folks, We are trying out otrs for our work assignment, and trying to get LDAP support working. Using the help pages, I was able to get users authenticated when they have been added as users previously. However, we would like new users to authenticate automatically, without having to manually add them. Is this possible ? Any pointers on how to get this working ? Thanks ! Abhinav

2 2

OTRS 2.2.4 OpenLDAP authentication
by Kent Nasveschuk 20 Dec '07

20 Dec '07

Hello, I read some posts about connecting OTRS to LDAP/AD on the backend for authentication. I haven't gotten this to work yet. System is CentOS5. What I have in Config.pm is: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'mblauth01.mbl.edu'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=mbl,dc=edu'; $Self->{'AuthModule::LDAP::UID'} = 'cn'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'uid=searchuser,ou=users,dc=mbl,dc=edu'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'secret'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; Apache error logs: [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] Global symbol "$Self" requires explicit package name at /opt/otrs/bin/cgi-bin/../../Kernel/Config.pm line 110. [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] Global symbol "$Self" requires explicit package name at /opt/otrs/bin/cgi-bin/../../Kernel/Config.pm line 111. [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] Global symbol "$Self" requires explicit package name at /opt/otrs/bin/cgi-bin/../../Kernel/Config.pm line 112. [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] Compilation failed in require at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceAgent.pm line 21. [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceAgent.pm line 21. [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] Compilation failed in require at /opt/otrs/bin/cgi-bin/index.pl line 41. [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/index.pl line 41. [Thu Dec 20 15:28:49 2007] [error] [client 127.0.0.1] Premature end of script headers: index.pl Any suggestions? Kent

1 0

using https
by Steve Clark 20 Dec '07

20 Dec '07

Hello List, Does anyone have documentation on the steps necessary to use https for OTRS. I saw in sysconfig an option for https - but I know changes have to be made in the apache config as well as making a certificate. Any help would be appreciated. Thanks, Steve

4 10

OTRS ignores the ticket users replies
by Denis Julien 20 Dec '07

20 Dec '07

Dear all, I got a problem before an upgrade of my otrs system from 1.3 to 2.1.7. Here's after the phenomen by steps: 1) A client sends a mail to otrs system in order to create ticket : there no problem for that. 2) Into thi ticket, the agent respond to sender writing response : OK 3) The client received the response from the otrs system : OK 4) The client responds from this mail (including the ticket number in the mail subject) : BUT nevertheless the response does not increase the original ticket, I don't where went the respond. It is lost. I think that I forgot to do some things after my upgrade. Any Ideas ? Thanks in advance for your help Best regards Denis JULIEN

1 0

Once again :-) CentOS 4.x and OTRS :)
by bradis 20 Dec '07

20 Dec '07

Hello! Dear friends, again several "stupid" problems with OTRS, used several ways to install 1. tried to use http://howtoforge.com/otrs_centos4.4 several troubles that we all knew already, but then just added repository ( in maillist were several comments ) and used : yum install otrs - it is ok. 2. but after I tried to restart http -> always error like this -> [Wed May 09 19:07:27 2007] [error] GATEWAY_INTERFACE not Perl! at /opt/otrs/scripts/apache2-perl-startup.pl line 5.\nCompilation failed in require at (eval 2) line 1.\n [Wed May 09 19:07:27 2007] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server XXXservernameXXX:80, exiting... Any ideas colleagues? VBrgs!

4 5

Escalations
by Dan Knoblauch 20 Dec '07

20 Dec '07

I am wondering if there's a way to have ticket escalation notifications sent to an alternate email address that could trigger a pager? We have SLAs that need to be considered with incoming new tickets and if a ticket is not worked on within a specified amount of time it needs to notify an alternate administrator to respond to the issue. I have been unable to determine whether this is possible or not. Can anyone provide any assistance please? Thanks, Dan Knoblauch.

3 2

Problem with OTRS Step2
by Beavis 19 Dec '07

19 Dec '07

I'm having issues with step2 of the installation for otrs. I'm getting the following error. Create Database (2/4) Creating database 'otrs' utf8: done. Creating tables 'otrs-schema.mysql.sql': done. Inserting initial inserts 'otrs-initial_insert.mysql.sql': done. Foreign Keys 'otrs-schema-post.mysql.sql': false! :-( ---==> Can't create table 'otrs.#sql-b40_35' (errno: 150) I'm using version 2.2.4, any help would be greatly appreciated. -b

2 2

how to add language for spellcheck (russian)
by Mike Lykov 19 Dec '07

19 Dec '07

Hi all. Are there in OTRS interface for work with spellcheckers? how mechanism used for spellcheck in english/deutch language in default install ? if i have Aspell in system with needed language (russian for me) can I use it in OTRS? Who made it with your own language other than default? Mike

1 0

RE: [otrs] review all tickets ?
by Dan King 18 Dec '07

18 Dec '07

Hi Niels, I had similar questions about this 4 or 5 months ago and as far as I could tell there is no feature in OTRS that allows this functionality. I have developed a few modules that give this functionality. I can email you a zipped version of my changes to OTRS. Unfortunately I am in the process of doing diffs against the main source to figure out all the changes that I have made so I won't be able to just send you a copy of only the changes. Also, the code is in its infancy and hasn't been well tested. It is being used and I haven't found any bugs so far, it is just a warning that we are a very small company and I am just a part time student who has been working on the project by himself. Although maybe this is a chance for the two of us to work on it together if you have any developmental experience and have plans to modify the OTRS code yourself. If you have time and can give me until mid January I will have diffs done and know where and which code needs to be inserted. I will also have upgraded my version to be using the latest version of OTRS, which I believe is 2.2.4. Currently my changes are applied to 2.2.2. Anyways if you have any questions feel free to email me at my personal email address. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Niels Przybilla Sent: December 17, 2007 10:01 AM To: User questions and discussions about OTRS.org Subject: [otrs] review all tickets ? Hello, is it possible that all tickets are reviewed by an "admin" before sending an answer? Thnaks and best regards Niels _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

1 0

HTTPBasicAuth with LDAP ???
by Дмитрий Журавлёв 18 Dec '07

18 Dec '07

Hi all. My problem is to make customers authentication without any typing logins and passwords. First : I have AD on win2003 server (domain controller) (IP i.e. 192.168.167.254) Second: Another computer with OTRS installed (in the same network, but not in domain), (IP i.e. 192.168.167.200) Third: Customer's computer, which is in the same domain (IP i.e. 192.168.167.201) All computers are under Windows XP, except domain controller. I could establish customers' connection to OTRS database, typing domain username and password in customer.pl site. (So, LDAP authentication is working properly). But when I try to follow admin's manual to setup OTRS HTTPBasicAuth, I always get the same error: [Notice][Kernel::System::CustomerAuth::HTTPBasicAuth::Auth] User: No $ENV{REMOTE_USER} !(REMOTE_ADDR: 192.168.167.201). Is it possible to make such kind of connection to OTRS? I'd be very pleased, if someone could show me the working example of this task. Thanks. Dmitry Z.

2 2

2.2.3 updrade to 2.2.4
by Steve Clark 18 Dec '07

18 Dec '07

Hello List, Is there a document that describes upgrading from 2.2.3 to 2.2.4. I've looked thru the 2.2.4 release and find nothing on upgrading from 2.2.3. Any help would be appreciated. Steve

5 9

custom fields and routing/workflow?
by Tcl Warrior 17 Dec '07

17 Dec '07

Can I add my own fields and possible list of value (combo box field for example) in otrs? If yes how? Can I define a workflow for a ticket based on these values? If yes how? Regards, Ali

1 0

review all tickets ?
by Niels Przybilla 17 Dec '07

17 Dec '07

Hello, is it possible that all tickets are reviewed by an "admin" before sending an answer? Thnaks and best regards Niels

2 2

Error: SMTP authentication failed! Enable debug for more info!
by Antonio Sarmiento 14 Dec '07

14 Dec '07

Hello everybody: I'm having this problem with new instalation of win32 2.2.4 over windows 2003 server standard edition. I asign the accounts to queues but when I try to send a response give me the message : "ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Fri Dec 14 11:32:28 2007 Message: SMTP authentication failed! Enable debug for more info! Traceback (2904): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 77 Module: Kernel::System::Email::Send (v1.31.2.1) Line: 498 Module: Kernel::System::Ticket::Article::ArticleSend (v1.147) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 362 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 And i didn't find where enable the debug. Somebody could help me ? I test OTRS win32 2.2.3 over winxp without problems ?? Thanks Antonio Sarmiento

2 1

what is AccessKey?
by Egor Tsilenko 14 Dec '07

14 Dec '07

Hi OTRS Community! I found that there are some AccessKeys almost to every link or action in OTRS. The definition of access keys in otrs_developer_book <http://doc.otrs.org/developer/2.2/en/html/> (p63) given like: AccessKey - short key (key+ALT) for a quick access over the keyboard. So if I understand correctly if you press on keyboard for example p+alt -> you would be redirected ti a preferences panel at NavBar. Unfortunately it doesn't work for me because my system or browser shortcuts are used instead of otrs :( Maybe I've missed something and accesskeys works another way? -- I've tried <key+alt> combinations on Firefox 2.X , IE 7 and Konqueror Thx for future answers %)

2 2

Phone call/ new ticket
by Michael Mansour 14 Dec '07

14 Dec '07

Hi, I'm trying to figure out how to use the "Phone call / new ticket" option. Anything I enter in the "From" field isn't accepted. The "Search Customer" also doesn't seem to do anything. Any ideas / advice on how I can use this feature? Thanks. Michael.

4 6

hello
by swood 14 Dec '07

14 Dec '07

Has faced such problem. After installation base OTRS in a theme of Subject OTRS eats blanks between words if the theme of the message is written by Russian letters. The coding in OTRS - utf-8. There can be somebody faced a similar problem? -- Yours faithfully to you, swood

2 1

FW: link on closed ticket (status update)
by Евгений Пархоменко 14 Dec '07

14 Dec '07

Good day! In ru::Customer::StateUpdate change link to <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.p l?Action=AgentTicketZoom&TicketID=<OTRS_TICKET_TicketID>&ArticleID=<OTRS_TIC KET_ArticleID>&QueueID=<OTRS_TICKET_QueueID> but on mail link notification look as www.mydomain.com <http://www.mydomain.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=43&Ar ticleID=-&QueueID=9> /otrs/index.pl?Action=AgentTicketZoom&TicketID=43&ArticleID=-&QueueID=9 How I can make link to show ticket in close state ? Because if I type this link in internet browser www.mydomain.com/index.pl?Action=AgentTicketZoom <http://www.mydomain.com/index.pl?Action=AgentTicketZoom&TicketID=43&Article ID=88&QueueID=9> &TicketID=43&ArticleID=88&QueueID=9 show ticket in close state. Thanx :-)

1 0

OTRS package installation error
by djroger abalando 14 Dec '07

14 Dec '07

I try to install OTRS::ITSM but i am behind proxy. I tried to install by downloading the packages. When i click on the button continue on the installation i get the error: Need File/Package! But i already installed the dependencies. I try to intall ITSMTicket and already have installed the following packages: - GeneralCatalog 1.0.4 - LinkObject 1.0.4 - ITSMCore 1.0.4 - ITSMService 1.0.4 Sorry for my poor english... Thanks... -- DJ ROGER Abalando as estruturas www.bsbblack.com

2 1

upgrade OTRS database from 1.3.2 to 2.2.4
by Denis Julien 14 Dec '07

14 Dec '07

Dear all, I'm moving my otrs 1.3.4 system to Version 2.2.4. How can I convert my old otrs data base in new scheme? Are they some programs somewhere to upgrade OTRS database from 1.3.2 to 2.2.4 Thanks in advance for your help. Best regards Denis JULIEN Responsable réseau/sécurité groupe EDITIS +33 1 49 59 10-34 +33 6 10 56 64 08 denis.julien(a)editis.com INTERFORUM 3 allée de la Seine Immeuble Paryseine 94854 IVRY sur SEINE FRANCE

3 2

Upgrade Issue from 2.0.4 to 2.2.4
by touraman traore 14 Dec '07

14 Dec '07

I did an upgrade from 2.0.4 to 2.2.4 everything is ok except that when a click to compose an empty email, I get this error: Software error: Modification of a read-only value attempted at /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi/Net/DNS/Question.pm line 47. Can anyone help me on this? Thanks

2 1

nagios and otrs - user contributed
by Mike Lykov 13 Dec '07

13 Dec '07

Hi all. i try google and find, for example, information about integtation nagios + otrs by that way: http://osdir.com/ml/otrs.devel/2005-01/msg00013.html (maybe it may be found on lists.otrs.org archive). That letter contains some user-contributed scripts, attached to it, but in the same thread i find a note about closing otrs wiki. Are there a place for user contributions now? Are there in this maillist people from otrs, that can answer about it? that attached scripts made for 1.2* version and too old, i think. But if they were placed in public/contributions/wiki site it will be customised , upgraded and used by people! Mike

1 0

utf8 & otrs database
by Mikael Kermorgant 13 Dec '07

13 Dec '07

Hello, I run otrs with a database hosted on a mysql5 server which is not on utf8 by default. However, otrs' database is encoded in utf8. During the upgrade, this caused troubles (strange characters appeared). I think this is due to the fact that the db upgrade script do not specify a charset and rely on the global default in mysql's my.cnf file. Would anyone have an idea how to solve that without turning the whole mysql into utf8 ? Thanks in advance, -- Mikael Kermorgant

1 0

upgrade OTRS database from 1.3.2 to 2.2.4
by Denis Julien 13 Dec '07

13 Dec '07

Hi, As suggested, I used the DBUpdate scripts to upgrade step by step from 1.3 to 2.0 then 2.0 to 2.1 and 2.1 to 2.2 without any error. At the end of this process I obtained an database structure a little bit different that it's released by the otrs 2.2.4 installer. More curious is that the otrs program seems to work fine in the whole functionalities except the FAQ feature that is not working at all. At this point I'm afraid to use the upgraded data base instead of the released 2.2.4 otrs data base because I'm not confident with the compliance between Upgraded data base 2.2.0 and 2.2.4 source code. Any idea on this issue? Did I forgotten to do some things in the upgrade procedure ? Thanks in advance for your help. Regards Denis JULIEN ------------------------------------------------------------------------ ----- Message: 6 Date: Wed, 12 Dec 2007 16:31:12 +0100 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] upgrade OTRS database from 1.3.2 to 2.2.4 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <4A8FA939-5F9D-42D5-B7A0-5697118C50CF(a)lemonbit.nl> Content-Type: text/plain; charset="windows-1252" Denis Julien wrote: > I'm moving my otrs 1.3.4 system to Version 2.2.4. How can I convert > my old otrs data base in new scheme? > Are they some programs somewhere to upgrade OTRS database from 1.3.2 > to 2.2.4 > Thanks in advance for your help. Yes, use the DBUpdate scripts in the scripts directory. Nils Breunese.

2 1

Upgrade OTRS 2.2.2 on Server 2003
by Peter Hoogkamer 13 Dec '07

13 Dec '07

Hello, Can anybody tell me how to upgrade OTRS 2.2.2 to 2.2.4 on a windows 2003 server? When I run the 2.2.4 installer it says that it cannot continue because there are already apache, cron and mysql services found and that I should remove them. Thanks, Peter

1 0

Can't locate object method "_secflags"
by aleem bagwan 13 Dec '07

13 Dec '07

hi, I m using otrs 2.1.4 installed on linux Enterprise v4. This was working fine for past 3 months. Lately i m receiving the following error msg: Can't locate object method "_secflags" via package "Authen::SASL::Perl::GSSAPI" at /home/oss/otrs/Kernel/cpan-lib/Authen/SASL/Perl.pm line 32. Attempt to free unreferenced scalar: SV 0x1b786b0, Perl interpreter: 0x505010. This error i can see whenever i perform operations like move queues, change owner or create ticket..Also when i run script PostMasterPOP3.pl to create tickets from mails For your information i recently configured 3 mail servers in OTRS. I think this might be the problem..though im not very sure. Can u guys please tell me what might be the problem. This is critical problem that cropped in live environment. Not sure whether otrs or perl has cracked under pressure..Need you pointers. Thanks Aleem --------------------------------- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now.

2 3

Date format in otrs 2.2.4
by Michael Mansour 13 Dec '07

13 Dec '07

Hi, The current date format defined in the software is: mm/dd/yyyy How can I change this to: dd/mm/yyy ? Thanks. Michael.

1 0

OTRS package installation error
by djroger abalando 12 Dec '07

12 Dec '07

I try to install OTRS::ITSM but i am behind proxy. I tried to install by downloading the packages. When i click on the button continue on the installation i get the error: Need File/Package! But i already installed the dependencies. I try to intall ITSMTicket and already have installed the following packages: - GeneralCatalog 1.0.4 - LinkObject 1.0.4 - ITSMCore 1.0.4 - ITSMService 1.0.4 The system is runing in a Fedora Core 5 box. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Dec 12 17:49:42 2007 Message: Need File/Package! Traceback (9693): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.4) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.4) Line: 1126 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.1) Line: 1073 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 Sorry for my poor english... Thanks... -- DJ ROGER Abalando as estruturas www.bsbblack.com

1 0

Host-based theming...
by Ray Crawford 12 Dec '07

12 Dec '07

Is anyone doing this? What level of success are you seeing with it? Can I really change the theme that the use sees at the customer login and beyond by using http://exampleA.gibrlatarinteractive.com <http://examplea.gibrlatarinteractive.com/> and http://exampleB.gibraltarinteractive.com <http://exampleb.gibraltarinteractive.com/> ? The reason why I asked is I tried changing another theme oriented configuration in the Defaults config file (the one which handles the standard theme) and it didn't work. Also, I was wondering if anyone had created a script to set up a client (i.e., default queues, e-mail address retrieved into that Queue's raw queue and new theme) interface easily. Thanks! RAY CRAWFORD GIBRALTARinteractive (859) 468-5313 (phone) <http://www.gibraltarinteractive.com/> http://www.GibraltarInteractive.com The Interactive UNAgency Agency

1 0

How do I set up my own Theme?
by Justin Holt 12 Dec '07

12 Dec '07

Hi everybody, I recently installed OTRS and I love it so much. I've played with it a lot and got quite used to it. The only thing is I am on a windows 2000 server with OTRS 2.2.4 installed, and I can't figure out for the life of me how to customize the interface. Was there something I missed while running the installer, because when it comes to the customer page, I would like it to be set up for the town I work for. We plan to use it to manage our work orders instead of having the users call looking for help. I'm just trying to figure out if it was just something I missed or is there some way I can edit whatever file it be, be it .dtl, .html., or .whatever. If you can help that would be greatly appreciated. If I can't find a useful solution, I may have to find another piece of software to suit my needs. Justin Holt (I did see some of the work people have done, and I love it, I just would like to know how. I've looked through all information I could find in the documentation portion of otrs.org, but I must have missed something.)

4 10

re-installing fron scratch without missing tickets
by Daniele 12 Dec '07

12 Dec '07

I believe I have a not well done installation of otrs 2.2.3 because sometimes I find errors that none else than me find and ask for in these forums. I would like to backup all my ticket (and follow up), reinstall from scratch and then restore each ticket. How can I do this? How can I restore the db if the source of incorrect behaviour is (I suppose, I don't know) due to the database? Thank you in advance Daniele

1 0

what is "pending autoclose+/-" ?
by Mike Lykov 12 Dec '07

12 Dec '07

Hi all. By default, OTRS create states like new/open/closed, its needed in process (although about difference between new and open I not guess straight away) Also it create states pending autoclose+ pending autoclose- how it work? what difference between this? Can the system work with scheme like this: agent answer on customer email, and if customer do not reply or send followup on that ticket again in 3 days, ticket auto-closing ? this scheme must be "by-default" without any agent actions. Or better use genericagent functionality? Mike

2 3

Customer notification on follow up
by Matas Labasauskas 12 Dec '07

12 Dec '07

Hello, is it possible to receive notification for Customer via e-mail (Outlook) on follow up? In case this Customer is tracking tickets of several companies, not only tickets created by himself. All the tickets are visible for him via Customer interface, but to make it more convenient Customer is asking to send e-mail if there is an answer to any of existing tickets to force him to log in via Customer interface only for significant reason and not to log in many times hoping for an answer. thank you in advance, Matas

2 2

Compliance problem OTRS with fedora core8 + Perl> 5.8.8.25
by Denis Julien 12 Dec '07

12 Dec '07

Hi, I encountered a following problem : I'm using Fedora core 8 with perl 5.8.8.32 and at the first login just after the install the index.pl crash displaying "Internal Server error". The error log of httpd indicates the following message : "Attempt to free unreferenced scalar: SV 0xbcd788dc, Perl interpreter: 0xbc365e98 at /opt/otrs//Kernel/System/Config.pm line 1325." Searching on the net, I encountered the description of the same crash here after : ----------------------------------------------------------------------------- This happened with OTRS 2.2.3 and 2.2.4, usign Fedora Core 7 and Core 8. The problem occurred after upgrading perl packages (as i said, this happens with perl 5.8.8-25 (at least)) with Fedora Core 7, then i upgraded to Fedora Core 8 (i was thinking that could be a problem related with the OS), but OTRS crashed with that OS too (Fedora 8, of course, has new perl packages by default). Then i changed to CentOS 5 (which uses older perl versions) and everything runned fine. After this, i made some tests in other machine with Fedora Core 7 with a fresh installation of OTRS::ITSM 1.0.4, and everything was fine until perl upgrade was made. Then i realized that the problem was related with the new perl package. Actually, searching over the internet, i found this https://bugzilla.altlinux.org/show_bug.cgi?id=13366 (it's greek, but you can see that it reports the same crash than me, less than a week ago, when the perl packages was released). I already reported this bug to the otrs bugzilla (right now otrs domain seems to be down, but i'll send you the bug id). --------------------------------------------------------------------------------------- Best regards Denis

2 1

stats
by Gábor Rell beltex 10 Dec '07

10 Dec '07

Hi I need some statistics about our ticket system but I can't make what I need. For example I need to know the average age of tickets by queues or for a time period (for a week). Has anybody done this yes? Is there any other way to make stats or only the built in 'editor'. -- Gábor Rell

1 0

error message: Need TicketID!
by Eric Ververs 10 Dec '07

10 Dec '07

When i try to create a ticket using the customer interface i get this error message. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Dec 10 11:42:10 2007 Message: Need TicketID! Traceback (3840): 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: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47 Module: (eval) (v1.37) Line: 203 Module: ModPerl::RegistryCooker::run (v1.37) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.37) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 The users can create tickets. How can i solve this problem?

1 0

upgrade form 2.2.2 to 2.2.4
by Peter Hoogkamer 10 Dec '07

10 Dec '07

Hello, I can't seem to find any documentation about upgrading otrs from 2.2.2 to 2.2.4. Are there things to pay special atention to? Or can I just make a backup and run the 2.2.4 installer? Peter

2 3

Re: Building workflow
by Antonio Sarmiento 09 Dec '07

09 Dec '07

On Thu, 06 Dec 2007 13:44:19 -0300 "Antonio Sarmiento " <asarmiento(a)mi.cl> wrote: > Hi: > > Who can help me? where can I find informatio about workflow building ?? > > Thanks > Antonio

1 0

Version 2.2.4-001
by hamood Iqbal 08 Dec '07

08 Dec '07

I am trying to install otrs 2.2.4-001 on client server on windows 2003 sp1 i am getting this error Create Database (2/4) Creating database 'otrs' utf8: done. Creating tables 'otrs-schema.mysql.sql': done. Inserting initial inserts 'otrs-initial_insert.mysql.sql': done. Foreign Keys 'otrs-schema-post.mysql.sql': false! :-( ---==> Error on rename of '.\otrs\#sql-11c4_6.MYI' to '.\otrs\role_user.MYI' (Errcode: 13) Please help? Thanks

1 0

RE: Time-Accountig
by Agim Cami 08 Dec '07

08 Dec '07

Before installing Time accounting into my otrs platform I would like to know what are main features of the module. In what case this module can bee useful? -- Agim Cami

4 5

Allow Agents to close tickets without being the owner
by Stephen Loewinsohn 08 Dec '07

08 Dec '07

We would like to allow agents to close tickets without having to first take ownership of them. For example, when a spam ticket comes in, we'd like to be able to close it in one step. Is this possible? Thanks, -Steve

2 3

Getting emails from a Gmail account
by kirpi＠kirpi.it 08 Dec '07

08 Dec '07

We would like to get emails into Otrs from a Gmail account, but are having hard times and no success. Is there please a simple primer on how to accomplish the task? It seems that extra parameters are to be set (example: port 665): where are the settings, please? Does anybody have any experience about it? Thank you! Luigi

4 3

Getting emails from a Gmail account
by kirpi＠kirpi.it 07 Dec '07

07 Dec '07

> Do you run OTRS on a Linux box? > You can use the powerful features of Fetchmail then No, I installed it on a Windows pc, the only machine I found at hand here which has a 24/24 stable internet connection, so that we can reach it from anywhere at anytime by just typing its ip address http://xxx.xxx.xxx.xxx/otrs/index.pl Luigi

1 0

Getting emails from a Gmail account
by kirpi＠kirpi.it 07 Dec '07

07 Dec '07

> The report can be as simple as explaining you are unable to retrieve > emails from Gmail... Done! http://bugs.otrs.org/show_bug.cgi?id=2569 > It is my opinion that every system > needs a capable system administrator. That would be in a perfect world, though... ;-) Actually, we do not even have a "system" here: just tons of people write to us, and we need to answer those emails, somehow. > If your system doesn't have a capable one, then you > might have bigger problems than not being able to fetch mail from > Gmail. Yes, I agree. Here is why I'd prefer to have all the mail go first to a Gmail account which, whatever might happen locally to my pc, will reliably keep all data and thanks to its search functions is quite practical in case of need. Whatever happens, we could always "downgrade" into using Mozilla Thunderbird and the whole archive of incoming and outgoing email would be safe inside Gmail. Then I would simply gather the incoming mail, answer them with the powerful features of Otrs (filters, queues, preformatted answers,...) and silently store a copy as bcc: to Gmail again. But connecting to Gmail, which as an example in Mozilla Thunderbird is a matter of seconds, seems an incredibly overwhelming task on Otrs. At the same time, it seems that such IMAP thing is even better, but again documentation on what it is, how it works and how to use it, are absolutely cryptic. Luigi

2 1

Getting emails from a Gmail account
by kirpi＠kirpi.it 07 Dec '07

07 Dec '07

> Nils: > You could file a bug report at http://bugs.otrs.org/ and maybe > alternative ports will be added as an option in a future version of OTRS. Yes, Nils, you are right. I'm struggling since long with this problem [1] The point is that I'm **not** a computer/email/system expert, and do not understand anything about all this software. In plain word, I do not know what to write when opening the bug: retrieving emails from Gmail is a POP3 port problem? And/or also an encryption problem? And/or what other issues are involved? Just opening a bug writing "I'd simply retrieve emails from Gmail" might seem a joke to the programmers. If, instead, any other people who have in-depth knowledge of the matter could express the whole thing in proper technical terms, maybe the Otrs programmers could/would take it more seriously. > Mike: > I do it with fetchmail. > gmail -> fetchmail -> local smtp-server -> procmail -> Postmaster.pl All I could find about it is this http://doc.otrs.org/2.2/en/html/x1269.html#email-receiving-fetchmail It is far too "compact" and technical, and gives for granted that you are a system admin. [2] Also, it seems that such "procmail" thing runs only under Linux. Is there any place where the process is explained in plain words: what to do, where, how to? Luigi [1] You might recall a similar questions and your kind reply from last summer, as an example. http://lists.otrs.org/pipermail/otrs/2007-July/019517.html I browsed the whole web, since months, but answers are lacking (or, instead, are too technical to understand) [2] I'm just a "poor devil" with tons of emails to answer, and struggle to set up Otrs as a tool on my pc at work. ;-)

3 2

changing queue to a ticket
by Daniele 07 Dec '07

07 Dec '07

I have a problem I try to explain simplifying it as much as I can. I have some queues in my otrs. Agents of each queue are not allowed to work on the queue they are not specifically assigned to. Each agent is assigned to ONLY ONE queue. In other words, each agent must work on his specific queue AND NOT ON THE OTHERS. A customer sent, by mistake, a ticket to a wrong queue. How can the agent of the reached queue move the request of ticket to a different queue if he/she is not allowed to see them? How can I solve this problem? Thank you in advance. Daniele

3 6

Customizing TO: section of custumer frontend
by Serbulent UNSAL 07 Dec '07

07 Dec '07

Hi all, We are a development team from Turkey. We gave support to various customers and we would like that customize TO: section at customer frontend at new ticket section. For example customer X can only see and submit ticket to XCompTickets queue and customer Y can only see and submit ticket to YCompTickets queue. Can it be done ? Or we make a new feature request to development team ? Thanks in advance. Serbulent UNSAL

2 2

Problem installing OTRS 2.2.3
by David Salgado Vidal 06 Dec '07

06 Dec '07

Hi. I'm trying to install OTRS over Linux Red Hat ES 5 using a Oracle database, but it doesn´t work. When I run "otrs.checkModules", it says that I have all except DBD::mysql, which I suppose that I don't need. If I run "CheckDB.pl" I receive next error install_driver(Oracle) failed: Can't load '/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/auto/DBD/Oracle/Oracle.so' for module DBD::Oracle: /usr/lib/oracle/10.2.0.3/client/lib/libocijdbc10.so: no se puede restaurar el `prot' del segmento despuÃ©s de la relocalizaciÃ³n: Permiso denegado at /usr/lib/perl5/5.8.8/i386-linux-thread-multi/DynaLoader.pm line 230, <PRODUCT> line 4. at (eval 19) line 3 Compilation failed in require at (eval 19) line 3, <PRODUCT> line 4. Perhaps a required shared library or dll isn't installed where expected at /opt/otrs/Kernel/System/DB.pm line 197 And when I try to access to OTRS URL, I receive next error. Software error: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 81, <PRODUCT> line 4. For help, please send mail to the webmaster (root@localhost <mailto:root@localhost> ), giving this error message and the time and date of the error. I've installed this software in my otrs server Redhat EL 5 oracle-instantclient-devel-10.2.0.3-1 oracle-instantclient-sqlplus-10.2.0.3-1 oracle-instantclient-basic-10.2.0.3-1 Perl 5.8.8 OTRS 2.2.3 The database is Oracle 9i Could anybody tell me something about it? Thanks. David Salgado Vidal david.salgado(a)mundivia.net Telf. 942 355 931 http://www.mundivia.net ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------

3 3

Sending notficiations to customers only upon closing a ticket
by grauflut 06 Dec '07

06 Dec '07

Hi, I've been working on this problem several times throughout 2004 when I first stepped on it (see http://lists.otrs.org/pipermail/otrs-de/2004-January/000368.html f.e.). When enabled, OTRS send a message to the ticket customer every time the ticket status changes. That was not what I wanted, as it's simply too many email messages, and people tend to simply delete them instead of reading them. OTRS should only send a message when a ticket is being closed. Solution: modify Ticket.pm OTRS v. 2.4.2, default setup, i.e. "closed successful" = StatusID "2" and "closed unsuccessful" = StatusID "3". -> Ticket.pm, line 4192 before: if (!$Param{SendNoNotification}) { after: if (!$Param{SendNoNotification} && ($Param{StateID} == '2' || $Param{StateID} == '3')) { I'm pretty sure, this can be done more elegantly, but it works :) Cheers, Peter.

3 4

"Pending reminder" where should be "closed"
by Frank Hauptle 06 Dec '07

06 Dec '07

I'm writing a little stats script to do some custom stuff and I've just noticed that the state of some closed tickets is still "pending reminder" I thought once a ticket has been closed the reminders stop, and that would also update the state to "closed" but this doesn't seem to be the case.. Is there some cron process that should have updated the state field in the ticket table ? rgds Frank

3 3

How to add New priority options
by Brett Wells 06 Dec '07

06 Dec '07

I've been searching for a couple of days for a way to add new priorities beyond the 5 defaults that are present in the system. I've added a 6th in my mysql database but the option doesn't appear in any of the drop down lists when creating or modifying a ticket. Please let me know what I need to do to get it working. -- Thanks, Brett Wells IT, Systems, Network, Software Administrator

3 5

How can admin see tickets locked by others?
by Oleg Polovinkin 05 Dec '07

05 Dec '07

Hello! I'm admin of OTRS. I need to periodically check for list of locked tickets, analyse, who locked it, when. And sometimes I need to unlock some locked ticket. Auto-unlock is not what I need, I need to have possibility to do it manually. Is it possible? -- Sincerely yours, Oleg Polovinkin o.polovinkin<at>optima<dot>ua Billing Dept, Optima Telecom Dnipropetrovsk, Ukraine

2 1

RE: [otrs] Problem installing OTRS 2.2.3
by Phil Morris 05 Dec '07

05 Dec '07

> I'm trying to install OTRS over Linux Red Hat ES 5 using a Oracle database, but it doesn´t work. <snip> I would try the 'full' oracle client software rather than the instant client - having had problems with this in the past. Also it seems you have another problem with your logging which I'm guessing is permissions related, perhaps when you see this log you may get more info. Hope this helps

1 0

RE: [otrs] Broken item in the Navbar
by Phil Morris 05 Dec '07

05 Dec '07

> At some point during our life of OTRS, we seem to have gained an Item into our navbar with no description etc. It appears between the 'Logout' and 'Preferences' items, and is just a broken image with an ALT tag full of junk code. > Looking at the page source, there is an unterminated string constant in the html, resulting in a lot of perl markup being dumped into the ALT tag. > I've traced this into the .dtl and I can see the Item block code which is responsible, but I've trawled through our config files and I cannot find a navbar entry that has null descriptions/names. > Has anyone else seen this, or can provide any insight on how to debug the system to find out an entry in the config which is feeding this item? I neglected to mention, this was noticed following our upgrade to Version 2.1.7 from 2.0.x We've just noticed also that the bulk action page is blank :(

1 0

Mas import users
by Maurice James Ny 04 Dec '07

04 Dec '07

Is there a way to mass import customer users? I found the script to mass import agents.

1 0

User database
by Alexandru Palade 04 Dec '07

04 Dec '07

Hi, I would like to integrate OTRS to my e-commerce website and I was wondering if there is any easy way to make OTRS work with my user database. I have browsed the manual but didn't find anything related. Any suggestion would help me a lot. Thanks in advance, Alexandru Palade.

2 1

Send notification (add new events)
by Gustavo Azambuja 04 Dec '07

04 Dec '07

Hi, its possivle send notification when one ticket is closed?? if not, where this actions is defined, i can developed that (with some help of you guys) -- Saludos, Gustavo Azambuja - Linux User: 275813 http://gazambuja.ideas3.com

1 0

Re: [otrs] 2.2.3 updrade to 2.2.4
by Rob Cas 04 Dec '07

04 Dec '07

Hi, Not that this helps answer Steve's question, but I'd love to see more thorough upgrading instructions. The UPGRADING file is often quite confusing and improvements in the following areas would make life easier for those of us using the tarballs. I've recently upgraded from 2.0.4 to 2.2.4 and it was an 'interesting' experience (as it was the previous time too). In the end, it turned out OK, but more detailed and clearly up-to-date upgrading documentation would have made it smoother. The following is meant to be constructive feedback on parts of the UPGRADING file: > These instructions are for people upgrading OTRS from "2.1" to "2.2". As Steve has just pointed out, the version numbers are out of date, and while the instructions might still be accurate for the latest version, it's not clear to those not in the know whether this file has been reviewed recently for accuracy against the current release of OTRS. > *) Install the new release (tar or RPM) As Steve has just pointed out, it's not clear which of the following you should do: - do you simply untar over the old installation? - do you untar into a new location? And then what? How do you integrate the non-database items backed up in the step "*) Backup everything (database, Kernel/Config.pm, Kernel/Config/ GenericAgent.pm, var/*)" ? Can these files safely be copied into the new location, do they need to be manually merged? What keys have changed in the .pm files? What keys need to be migrated/set in the Admin's SysConfig panel? etc - do you follow the entire INSTALL, INSTALL.webserver document? If not, which parts are relevant for an upgrade? eg. What perl modules need to be upgraded since the last OTRS installation? What httpd.conf changes need to be made since the last OTRS installation? etc. > *) Log in as 'root@localhost' and select Admin -> SysConfig to make sure that OTRS updates the configuration files. When you do this, does OTRS run some special upgrade process? Or does this mean that you should manually check all the configuration settings from your old installation to make sure they have been upgraded? It would be good if OTRS displayed a report (or produced a log file) of which settings it had migrated so that you knew specifically which ones to check... Regards, Rob. BTW to the OTRS folks - thanks for making your product freely available. We've found it to be reliable and does the job well. Good stuff! >*) Update the database changes with: This sounds good, but many posts on this list indicate that you need to run all the DBUpdate scripts from the intermediate installers between your existing installation and the new one. What is _really_ recommended? (I'd be able to trust the UPGRADING file itself if it were visibly up to date ie. reviewed and updated with latest version information). > Don't worry about the error messages, you can update all previous version How does the ignorant user distinguish between genuine error messages that should not be ignored, and those are are 'normal'? It would be great if the script ran error free... -- Bluefish Technologies Pty Ltd http://www.bluefish444.com 17b Market Street, South Melbourne Victoria, Australia, 3205 Phone +61 (3) 9682 9477 Fax +61 (3) 9682 9466 This email is confidential and privileged. Only the intended recipient may access or use it. If you are not the intended recipient, please delete this email and notify us promptly. We use virus scanning software but exclude all liability for viruses or similar in any attachment.

3 2

notifications + sendmail_bcc
by Mike Lykov 04 Dec '07

04 Dec '07

Hi all. We install OTRS instead of simple email ping-pong inside company, but we want to archive our activity in email also. if I reply to customer in OTRS, my coworker want to reveive copy of that answer to email. therefore i set sendmail_bcc address in configuration, and all outgoing letters sent to special alias (from this alias emails sent to archive and all concerned people) BUT! if any of us turn on any notification in our preferences, notifications sent to him AND to that special alias, and to all through it. All receivers from alias want to receive only real answers, made by humans, and do not want to receive notifications from robot, not addressed to them. can I configure OTRS for this situation - notificatios to one who want it and only real answers to sendmail_bcc address? May be anybody have a self-made patch for this behavior? Mike system administrator

1 0

CustomerTicketZoom.pl (again)
by Tahar 04 Dec '07

04 Dec '07

Hello, I'm still having problem with retreiving initial ticket subject on customer ticket zoom, I tried to modify variables on the source file but I think that the subject isn't kept on memory when viewing details because when I modify with for exemple QData"{"Subject"}" by QData"{"TicketID"}", or QData"{"ArticleID"}" I can see the value on the subject box. Does any body fixed that prolem and can help me ? Here is the portion of code I modified, it works with ArticleID for exemple or other variable but not with the subject one even if I change Subject by Article::Subject <input type="hidden" name="FormID" value="$QData{"FormID"}"> <table border="0" width="100%"> <tr> <td class="contentkey" width="15%">$Text{"Subject"}:</td> <td class="contentvalue" width="85%"> <input type="text" name="Subject" value="$QData{"Article::subject"}" size="70"> </td> </tr> Thank you for help

1 0

Reset the root password.
by Steve Clark 04 Dec '07

04 Dec '07

Hello List, I have changed the default root@localhost password on otrs, when I installed it a couple of weeks ago for out tech support group to evaluate, and now can't get logged in. Is there a way to reset this. I feel pretty dumb about not keeping track of this. Thanks in advance. Steve

2 2

Broken item in the Navbar
by Phil Morris 03 Dec '07

03 Dec '07

At some point during our life of OTRS, we seem to have gained an Item into our navbar with no description etc. It appears between the 'Logout' and 'Preferences' items, and is just a broken image with an ALT tag full of junk code. Looking at the page source, there is an unterminated string constant in the html, resulting in a lot of perl markup being dumped into the ALT tag. I've traced this into the .dtl and I can see the Item block code which is responsible, but I've trawled through our config files and I cannot find a navbar entry that has null descriptions/names. Has anyone else seen this, or can provide any insight on how to debug the system to find out an entry in the config which is feeding this item? many thanks

1 0

mobile devices
by Andrew Meyer 03 Dec '07

03 Dec '07

Is OTRS capable of being formatted for a Mobile device such as a Palm, blackberry, or windows mobile device? Andrew Meyer Unix Systems Analyst 314-787-0681 x39 314-565-0868

2 1

Mail Escalation time problem
by Virender sharma 03 Dec '07

03 Dec '07

1 0

Mail Escalation time problem
by Virender sharma 03 Dec '07

03 Dec '07

Dear Members, I am facing problem in escalation time in otrs. Escalation time disturb automatically, suddenly once with in a week. Like i set escalation time = 18 Hrs. suddenly it shows 14 hrs.

1 0

How is FAQ used? FAQ help suggestions
by DataForce CRM 02 Dec '07

02 Dec '07

I would like to add FAQs but I can not see how to do this in otrs or in the faq.pl site. How can I promote a ticket answer to faq? how are you fellas using FAQ? Regards, Jim Romano GM - 817-886-0380 - Skype: DataForceCRM http://www.dataforcecrm.com Visit site for Live Demos, Screenshots, & Customer Support

4 7

Questions about OTRS
by Nielson, Adam 01 Dec '07

01 Dec '07

Hello, I was curious if in OTRS you can have it authenticate from a windows domain/LDAP server instead of prompting the users to log in with a separate account? Also, when a ticket request is submitted can it contact the support team at an email address? Thank you, Adam Nielson

3 2

Bulk Mail Pop-up
by Corey Bobb 30 Nov '07

30 Nov '07

I have a question / request: Is it really necessary to pop up a window indicating that a ticket has been checked for bulk action every time the box of a ticket is checked? I would think that if bulk action was being performed, it would imply that more then one ticket is going to be chosen? Perhaps I am missing something, but I have otrs setup to get generates tickets from emailed network alerts, and when I try to close them in bulk, I have to close that window each time I choose one to do a bulk close on. Can it be turned off? Thanks, Corey M. Bobb Data Center Manager Cygnus eTransactions Group Inc. 300 Colonial Center Parkway Suite 150 Lake Mary, FL 32746 Phone: 321.445.2150 www.cygnus.com <http://www.cygnus.com>

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Remove article attachment from MySQL Database to File System
by touraman traore 30 Nov '07

30 Nov '07

Hello, Installing my OTRS last year, I did not realize that Ticket::StorageModule was defaulted to ArticleStorageDB, meaning that all the attachments from a ticket were stored inside of mysql. Three months later I changed it to FS. Now my attachment are store on the file system. But I'd like to remove all the ticket from mysql and store them on the FS. I was wondering if there is a script to do that? Has anybody done this before? Your help will be highly appreciated. Thanks a lot, Touraman

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LDAP Auth to Windows AD issue
by Michael Mansour 30 Nov '07

30 Nov '07

Hi, I've spent the entire day going through docs and websites on getting OTRS authenticating to Windows AD via LDAP and am close, but still get a problem: [Thu Nov 22 19:04:49 2007] [error] [client xx.xx.xx.xx] Message: Search failed! base='CN=otrs_ldap_allow_A,OU=Groups,OU=Builtin,DC=<ourname>,DC= local', filter='(member=CN=Michael Mansour,OU=CT_Users,OU=Users,OU=<ourOU>,DC=<ourname>,DC=local)', Success, referer: http://xxx.xxxxx.local/otrs/index.pl The tutorial I also followed was here: http://trinityhome.org/Home/index.php?wpid=98&front_id=18 which details how to use the LDAP to sync to the DB, but I have tried just AD authentication with the same "Search failed!" error. I can provide more details but does anyone know what the "Search failed!" error means or how I can resolve it? Also, what would be the typical "ldapsearch" command I could use to duplicate the entries in the config.pm file? Thanks. Michael.

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mod_perl slower than mod_cgi - why???
by Alexander Scholler 30 Nov '07

30 Nov '07

Hi, my test-system is build of * otrs v2.2.3 * sles10, sp1 * apache2 * mysql5 The problem is that otrs runs about 10% faster with mod_cgi compared to mod_perl2 Why??? And further: After an apache-restart, phpmyadmin tells me that 5 db-connections from otrs are sleeping. With every http-request, further connections are established with a maximum of 12 connection. Is this correct? (My productive-system on suse prof 9.3 with apache1.3 and mysql4 runs about 2-3 times faster with mod_perl compared to mod_cgi - that's what I expect and what I also want to achieve on my test-system.) My config is attached. Any help appreciated. Bye, Alex # -- # added for OTRS (http://otrs.org/) # $Id: apache2-httpd-new.include.conf,v 1.3 2007/04/16 12:11:53 martin Exp $ # -- # agent, admin and customer frontend ##ScriptAlias /otrs/ "/opt/otrs-2.2.3/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs-2.2.3/var/httpd/htdocs/" ScriptAlias /otrs/ "/opt/otrs-2.2.3/bin/cgi-bin/" # if mod_perl is used <IfModule mod_perl.c> # load all otrs modules Perlrequire /opt/otrs-2.2.3/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk ## PerlModule Apache2::Reload ## PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location> </IfModule> # directory settings <Directory "/opt/otrs-2.2.3/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/opt/otrs-2.2.3/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400

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Auto response problem
by otrs-list＠linuxwales.org.uk 29 Nov '07

29 Nov '07

Hi all, I've set up OTRS on a Gentoo box, by using the source code, and installing to /opt/otrs, instead of using the package in Portage. It's setup fine and works great. I can create tickets, I've setup POP3 so when an email is received, a new ticket is generated. I can also send emails out from existing tickets without any problem at all. The only problem I cannot seem to overcome is with the new ticket autoresponder. I've trawled the web looking for answers, and the only ones I can find so far date back to 2002. When I switch on the autoresponder, the reply to field is always empty. I've changed the autoresponder email address, plus the queue's system address to a different one, and the header shows the difference in the from address. Now some mail servers are not particularly fussy, but the relay I'm having to use is, and will not deliver the autoresponder. I've done all the basic checks, read the online manuals and hunted the net for answers, but I think it's some code somewhere, but I don't know where. I've also updated to the latest stable version, 2.2.4. Please see the header (edited) below: >From MAILER-DAEMON Sun Nov 25 18:20:20 2007 Return-Path: <> X-Spam-Checker-Version: SpamAssassin 3.2.1-gr1 (2007-05-02) on ******************* X-Spam-Level: X-Spam-Status: No, score=0.1 required=5.0 tests=RDNS_NONE autolearn=no version=3.2.1-gr1 X-Original-To: *****@********** Delivered-To: *****@********** Received: from localhost (******************* [127.0.0.1]) by ******************* (Postfix) with ESMTP id D7D3611A5 for <*****@**********>; Sun, 25 Nov 2007 18:20:20 +0000 (GMT) X-Virus-Scanned: amavisd-new at ******************* Received: from ******************* ([127.0.0.1]) by localhost (******************* [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id HxG8MEIVDHa7 for <*****@**********>; Sun, 25 Nov 2007 18:20:09 +0000 (GMT) Received: from ******************* (unknown [*.*.*.*]) by ******************* (Postfix) with ESMTP id 63AD9D95 for <*****@**********>; Sun, 25 Nov 2007 18:20:09 +0000 (GMT) Received: by ******************* (Postfix, from userid 103) id BA2272604B; Sun, 25 Nov 2007 18:20:03 +0000 (GMT) Content-Type: text/plain; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: quoted-printable MIME-Version: 1.0 Subject: [Ticket#2007112510000133] test X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (2.2.4) Date: Sun, 25 Nov 2007 18:20:03 +0000 X-Loop: yes Message-ID: <1196014803.413697.791168504.14.1@*******************> To: *****@********** From: OTRS Support Team <*****@**********> I'd appreciate any help with this. Thanks, Richard.

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Shrinking the Database
by Graham Strang 29 Nov '07

29 Nov '07

Hello All, So we have OTRS installed for about a year now and it works like a charm, however because it works so good we are adding other groups to our install and are having a size issue with the database. I have read the documentation and have determined that changing from storing attachments in the database to the file system would work great, the only issue is that I have a years worth of attachments clogging up the db and would like to a. still have access and b. move them from the db to file system. Is there a way to do this that will still allow access to the attachments? >From my reading it sounds like I can easily switch to File System storage using the AtrticleStorageFS module, but what happens to my existing attachments if I do that? The documentations says "Note: If you use OTRS 1.2 or higher, you can switch from one to the other backend on the fly." Which I am. Is there more documentation on it than this? Where can I find it? I do have a sandbox I can test in as I am also in the process of moving servers. 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 <http://www.ice-edge.com/>

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Time-Accounting
by Agim Cami 29 Nov '07

29 Nov '07

In Time-Acounting menu, under Acction Settings the required field is "Action". What to put in this field?

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Add internal note via email
by Sándor Fehér 29 Nov '07

29 Nov '07

Hi, Is it possible to add an internal note to a ticket ? Via some special email header settings or other way.. Thanks. Sandor

2 1

ticket subject on customer ZoomTicket interface
by Tahar 29 Nov '07

29 Nov '07

Hi, I'm used Otrs v-2.0 on the customer interface when answering for support feedback the subject of the message was inserted automatically and contain the same one as the ticket subjet on its creation. While upgraded to version 2.2.3 the subject is always blank, I would to know how to do to let automatically the ticket's creation subject, to not oblige the client to enter a subject only if he wants to change it. Thank you for your help

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Problems whit user privilegies
by Patricio Tello Aróstica 28 Nov '07

28 Nov '07

Hello, I just installed OTRS system on my computer but I've had some problems when I want to watch tickets. The thing is I login as a customer (asociated to an specific group)and add a message (ticket) to certain queue (related to the former customer group), then I login as user (again, related to the right group too) to read received tickets but I can't see them, so I have to login as admin and change the user privilegies to RW, once I've done this I can see added tickets. I think that should be possible just having RO (read only) privilegie, it shouldn't be necessary to set up RW. Help me please!!!! PD.: My english is terrible, sorry. Patricio Tello Aróstica

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How do I promote a ticket answer to faq?
by DataForce CRM 28 Nov '07

28 Nov '07

Hi, I have my faq.pl page up. When an agent answers a queue item, how is the answer make a FAQ that will show on the faq.pl page. Regards, Jim Romano GM - 817-886-0380 - Skype: DataForceCRM http://www.dataforcecrm.com Visit site for Live Demos, Screenshots, & Customer Support

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Question about auto-close
by Gustavo Azambuja 28 Nov '07

28 Nov '07

Its possivel send one mail for client 24 hours before auto-close the ticket? if not, any ideas, about developing one script (cron/bash and PHP) for do that? -- Saludos, Gustavo Azambuja - Linux User: 275813 http://gazambuja.ideas3.com

1 0

sysconfig changes
by pri pri 28 Nov '07

28 Nov '07

hi i am running otrs on windows small business server 2003. i chose to download the sysconfig changes. but window popped asking me to save one file. can somebody tell me what the implications if i do the download. should i save the file. i was very hesistant to proceed as i did not know what would happen to the system. can somebody clarify this thank you _________________________________________________________________ Post free property ads on Yello Classifieds now! www.yello.in http://ss1.richmedia.in/recurl.asp?pid=219

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problems with escalation
by Greg Evans 28 Nov '07

28 Nov '07

can't believe how much trouble i'm having sending notifications to agents when a ticket is escalated in his/her queue. I have no problem sending email notifications when they receive a new ticket, but I've spent countless hours configuring genericagent.pm... generic agent via the frontend.. and cannot get OTRS to send emails when a ticket has been escalated. I'm using OTRS 2.1.7.... windows flavor ( you can crucify me later :-p ) What am i doing wrong? I've added the following code to the genericagent file in C:\OTRS\otrs\Kernel\Config %Jobs = ( # -- # [name of job] -> send escalation notifications # -- 'send escalation notifications' => { Escalation => 1, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', }, }, _________________________________________________________________ You keep typing, we keep giving. Download Messenger and join the i’m Initiative now. http://im.live.com/messenger/im/home/?source=TAGLM

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back option not available
by pri pri 28 Nov '07

28 Nov '07

hi i am running OTRS on small business server 2003. the back option on the tickets are suddenly not available. i checked the sysconfig and the back link for the menumodule is added. but even then i am not able to see the back link in any of the tickets. can somebody help me with this??? thank you _________________________________________________________________ Post free property ads on Yello Classifieds now! www.yello.in http://ss1.richmedia.in/recurl.asp?pid=221

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Problems with Internet Explorer
by Christoph Baumann 28 Nov '07

28 Nov '07

Hello! Recently my company went online with an OTRS (2.0.4 on Debian GNU/Linux 4.0) installation. Now some customers complained that they could not log in with IE6 and IE7 (they always returned to the login page). Firefox works fine. Searching for some clues I opened the error console of Firefox. This pointed me to the CSS bug (the "//-->" for the comment block end in css.dtl and customer-css.dtl). Fixing it showed some improvement. But a colleague can still reproduce the behaviour under XP+IE6. Is there a known issue with IE? Mit freundlichen Gruessen / Best regards Dipl.-Phys. Christoph Baumann -- SORCUS Computer GmbH Im Breitspiel 11 c D-69126 Heidelberg Amtsgericht Mannheim HRB 333128 Tel.: +49(0)6221/3206-0 Fax : +49(0)6221/3206-66 www.sorcus.com

1 0

Customer answer subject
by Tahar 28 Nov '07

28 Nov '07

Hi, Sorry for sending the same message I used Otrs v-2.0, into the customer interface when answering to support message the subject of the message was inserted automatically and contain the same one as the ticket subjet on its creation. While upgraded to version 2.2.3 the subject is always blank, I would to know how to do to let automatically the ticket's creation subject Can somebody help me please ? Thank you

1 0

unsubscribe
by Petar Kazakov 28 Nov '07

28 Nov '07

How can I unsubscribe from this mailing list ? Thanks in advance, Peter

2 1

Mapping freetext values for responses
by Keith Bannister 28 Nov '07

28 Nov '07

Hi There, I'm trying to write a response template whose contents is defined by the data in the ticket free fields. In my config.pm I have $Self->{'TicketFreeText1'} = { '' => '-', 'HP141234' => 'Notebook Computer (HP)', 'PHP1234141234' => 'Desktop Computer (HP)', 'Nokia12432134' => 'Mobile Phone (Nokia)' }; I realise I can use <OTRS_TICKET_TicketFreeText1> etc, but this returns 'HP141234'. I want 'Notebook Computer (HP)' in the response but I want 'HP141234' stored in the database (and visible in the ticket) and so on. Does anyone know how to do this? Can I write a perl script that generates a response rather than the data-driven way? K

1 0

Re: [otrs] Practical Examples... Locking?
by dvg 28 Nov '07

28 Nov '07

The only question I have is: If this other product suits his needs so well then why doesn't he just use it?! Dimitri -- Dimitrios Gerasimatos dimitrios.gerasimatos(a)jpl.nasa.gov Section 343 Jet Propulsion Laboratory 4800 Oak Grove Dr. Mail Stop 264-820, Pasadena, CA 91109 Voice: 818.354.4910 FAX: 818.393.7413 Cell: 818.726.8617

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rpc-examlple.pl - Auth for user failed
by mario 27 Nov '07

27 Nov '07

Hello List, i am trying to get the example script rpc-example.pl with OTRS 2.1 running. I change the variables $User and $Pw for my needs but get those errors: root@OTRS:/tmp# ./rpc-examlple.pl NOTICE: TicketObject->TicketCreateNumber() Use of uninitialized value in concatenation (.) or string at ./rpc-examlple.pl line 33. NOTICE: New Ticket Number is: NOTICE: TicketObject->TicketGet(TicketID => 1) Use of uninitialized value in concatenation (.) or string at ./rpc-examlple.pl line 38. NOTICE: Ticket Number is: Use of uninitialized value in concatenation (.) or string at ./rpc-examlple.pl line 39. NOTICE: Ticket State is: Use of uninitialized value in concatenation (.) or string at ./rpc-examlple.pl line 40. NOTICE: Ticket Queue is: System Log: ---------------- Nov 27 21:45:32 OTRS OTRS-RPC-10[4502]: [Notice][Core::Dispatch] Auth for user myuser faild! Nov 27 21:45:32 OTRS OTRS-RPC-10[4504]: [Notice][Core::Dispatch] Auth for user myuser faild! I can log into otrs with that username and password. Is there anything else i need to change or set up? Thanks, Mario

1 0

Problem with $/ as given is currently unsupported at C:/OTRS/otrs/Kernel/cpan-lib/MIME/Decoder/QuotedPrint.pm line 153
by Antonio Sarmiento 27 Nov '07

27 Nov '07

Hi, The system is giving this message, but I didn't modify MIME parameters nor QuotedPrint.pm I only modify Sendmail and pop3 parameters and autoreply message And now when I create a new phone ticket the system create de ticket and send this message: $/ as given is currently unsupported at C:/OTRS/otrs/Kernel/cpan-lib/MIME/Decoder/QuotedPrint.pm line 153 Who can help me ?? Thanks Antonio

1 0

Practical Examples... Locking?
by Kris Jacobs 27 Nov '07

27 Nov '07

I have read and re-read the documentation available for OTRS @ http://doc.otrs.org I still do not understand what is meant by "locking" a ticket. I do not understand why a ticket would be locked, unlocked, or what either of those terms mean in the context of an OTRS ticket. Could someone explain it to me clearly and concisely please? Thank you!

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Escalation notification
by Greg Evans 27 Nov '07

27 Nov '07

can't believe how much trouble i'm having sending notifications to agents when a ticket is escalated in his/her queue. I have no problem sending email notifications when they receive a new ticket, but I've spent countless hours configuring genericagent.pm... generic agent via the frontend.. and cannot get OTRS to send emails when a ticket has been escalated. I'm using OTRS 2.1.7.... windows flavor ( you can crucify me later :-p ) What am i doing wrong? I've added the following code to the genericagent file in C:\OTRS\otrs\Kernel\Config %Jobs = ( # -- # [name of job] -> send escalation notifications # -- 'send escalation notifications' => { Escalation => 1, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', }, }, _________________________________________________________________ Your smile counts. The more smiles you share, the more we donate. Join in. www.windowslive.com/smile?ocid=TXT_TAGLM_Wave2_oprsmilewlhmtagline

1 0

Difference between tn and id
by Simon Adams 27 Nov '07

27 Nov '07

Hey guys, I'm modifying OTRS fairly heavily for a large implementation. Part of this is creating tickets from our own customised interface, which we've done. The main issue is with the fields TN and ID. Does anyone know why tickets in OTRS have 2 identifiers? Is there a way to tell OTRS to only use one, or to always make them equal? Regards, Simon Adams

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