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Can not send email to customer
by Coagent 11 Oct '07

11 Oct '07

Hi everybody, I have installed the OTRS 2.2, and then have configed send all email using SMTP relay via the graphical administration frontend. Now I try to send an email for a ticket, I get an error message as below, Software error: Unknown callback: 'authname'. (user|auth|language|pass) For help, please send mail to the webmaster ([no address given]<%5Bno%20address%20given%5D>), giving this error message and the time and date of the error. What's happen? why? I have tested the SMTP server via an email client, it works, so I don't know why can not send email. BTW, I have checked the Perl Modules by use the script otrss.checkModules, reponse result information as below: CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... ok Compress::Zlib ... ok Do you know why about this problem? Thanks and Regards, Coagent

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[Error][Kernel::System::Email::SMTP::Send][127] Can'tconnect to host: Bad file descriptor!
by Buechling, Thomas 11 Oct '07

11 Oct '07

Hallo! I updated from OTRS 2.2.2 to 2.2.3 ( Windows, ITSM 1.0.3 ) and moved to another host and everything works fine, but i can not send any more emails! Fetching emails works good, but i can not send any notifications, mails etc.. Can't connect to exchange.rudolph.log: Bad file descriptor! ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 10 16:08:38 2007 Message: Can't connect to exchange.rudolph.log: Bad file descriptor! Traceback (4512): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 127 Module: Kernel::System::Email::Send (v1.31) Line: 498 Module: Kernel::Modules::AdminEmail::Run (v1.25) Line: 107 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::D_3a_Programme_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 Configuration Core::Sendmail : SendmailModule: SMTP SendmailModule::Host: myhost SendmailModule::Port: 25 SendmailModule::AuthUser: myuser SendmailModule::AuthPassword: mypassword Any Ideas!?? Seemed to happed tom some people with the new Version, but i could not find any solution! Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling(a)rudolph-log.de http://www.rudolph-log.de http://www.logeon.net -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm _______________________________________________ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? =http://www.otrs.com/

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Quote character OTRS 2.2.3
by Partington, Eric 11 Oct '07

11 Oct '07

I am trying to remove the quote characters when using the auto responder feature for specific queues. What I am trying to do is to run a script that generates emails that get filtered into OTRS then forwards the ticket emails to the appropriate users to follow up on (kind of the reverse of OTRS normal function). At the moment I can generate the emails into OTRS and forward the notification out to the users, but the body contains the ">" characters on the left side. Is there a way to remove this so that the users don't see it in their emails? Thanks Eric _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

2 1

note external and internal
by Serge ALGAROTTI 11 Oct '07

11 Oct '07

Hi I forgot: my OTRS version is 2.1.5 I would like than note-external be proposed by default when a agent choice "Note" when a ticket is displayed. Now it's "note-internal" which is the default. How can I modified this ? I search in the Kernel files but I didn't find , i search in "system configuration" but I dont find or I dont understand ;-) thank for your help, -- Serge ALGAROTTI [http://www.cemef.ensmp.fr/] Ecole des Mines de Paris-CEMEF

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Problem with OTRS Version - System was Upgraded, but Version remains the Same
by Harry Cruz 10 Oct '07

10 Oct '07

Hello everyone! I initially installed OTRS via a debian package and wanted to have the newest version. So I've upgrade my OTRS Installation, from 2.0.4 to 2.2.3, by following the steps below: - Database and OTRS 2.0.4 files (/usr/share/otrs and /var/lib/otrs) backup; - Execution of database scripts (to 2.1 and then to 2.2) - Replaced all files in those folders with the OTRS newer version; - Issued: ./SetPermission.sh - Fixed some minor configuration problems with Apache (wrong path in otrs.conf) Then my OTRS was upgraded. I could notice that because of the many language updates I got and because the FAQ module was no longer present. But the version information on the lower right corner still says it's 2.0.4. And as I tried to install the FAQ module I got the message: Message: Sorry, can't install package, because the framework version required by the package (2.2.x) does not match your Framework (2.0.4)!! Has anyone ever experienced this kind of problem? Where is OTRS version information kept? Any help is appreciated, Harry Cruz

1 1

[Error][Kernel::System::Email::SMTP::Send][127] Can't connect to host: Bad file descriptor!
by Buechling, Thomas 10 Oct '07

10 Oct '07

Hallo! I updated from OTRS 2.2.2 to 2.2.3 ( Windows, ITSM 1.0.3 ) and moved to another host and everything works fine, but i can not send any more emails! Fetching emails works good, but i can not send any notifications, mails etc.. Can't connect to exchange.rudolph.log: Bad file descriptor! ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 10 16:08:38 2007 Message: Can't connect to exchange.rudolph.log: Bad file descriptor! Traceback (4512): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 127 Module: Kernel::System::Email::Send (v1.31) Line: 498 Module: Kernel::Modules::AdminEmail::Run (v1.25) Line: 107 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::D_3a_Programme_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 Configuration Core::Sendmail : SendmailModule: SMTP SendmailModule::Host: myhost SendmailModule::Port: 25 SendmailModule::AuthUser: myuser SendmailModule::AuthPassword: mypassword Any Ideas!?? Seemed to happed tom some people with the new Version, but i could not find any solution! Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling(a)rudolph-log.de http://www.rudolph-log.de http://www.logeon.net -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm

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Postmasterfilter failed => where is the mail?
by Alexander Scholler 10 Oct '07

10 Oct '07

Hi, my PostmasterPOP3.pl claimed "Can't process mail, see log sub system!" I looked up the logs and recognized that I wrote a wrong Postmaster filter: it tried to set a priority which is not available. OK, I corrected the mistake and now all works fine again. But the question I want to ask here: The mail which could not be imported to OTRS seems to be gone - no longer available in any queue. Am I right? Then I worry about a not proper working postmaster filter mechanismn which causes mail-loss until the problem is recognized and corrected. Bye, Alex

3 2

note external and internal
by Serge ALGAROTTI 09 Oct '07

09 Oct '07

Hi I would like than note-external be proposed by default when a agent choice "Note" when a ticket is displayed. Now it's "note-internal" which is the default. How can I modified this ? I search in the Kernel files but I didn't find , i search in "system configuration" but I dont find or I dont understand ;-) thank for your help, -- Serge ALGAROTTI [http://www.cemef.ensmp.fr/] Ecole des Mines de Paris-CEMEF

1 0

Attachements ?
by Niels Przybilla 08 Oct '07

08 Oct '07

Hello, I have the problem that I cannot see attachemnts that are sent with a new ticket mail. E.g. PDF's What Do I have to reconfigure ? Mit freundlichen Grüßen Niels Przybilla Inhaber SF-Design ---------------------------------------------- Niels Przybilla SF-Design Unser Geschäft basiert auf Mund zu Mund Propaganda und Empfehlungen. Wenn Sie jemanden kennen, der unsere Dienste gebrauchen kann, teilen Sie uns dieses bitte mit. Wenn Sie einen bestimmten Service, egal ob privat oder geschäftlich brauchen, sprechen Sie uns an. Wir können Ihnen bestimmt einen unserer zuverlässigen Geschäftspartner empfehlen. SF-Design Przybilla & Bottereau GbR Kurfürstendamm 125a 10711 Berlin Tel: 030 - 89 00 67 16 Fax: 030 - 89 00 67 17 e-mail: np(a)sf-design.net http://www.sf-design.net

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Ticket::Acl::Module
by Felix J. Ogris 08 Oct '07

08 Oct '07

Hallo, ist die undokumentierte Option Ticket::Acl::Module deprecated und wird in den nächsten Versionen wegfallen, oder ist sie zum Einklinken eigener ACL-Module offiziell "freigegeben"? Felix

1 1

Re: [otrs] Standard Types and Queues
by Laurent Minost 08 Oct '07

08 Oct '07

Hi, Sure ! :) This is now some few days I did this modification so I can't remember well which files were modified so : - you will find attached modified dtl and pm for OTRS v2.2.2 Customer's frontend, just do a diff with the original OTRS 2.2.2 dist files or with your already customized files, it will give you my own modifications ( and maybe other modifications about other things, my OTRS is far from the original 2.2.2 by now ...) - if you think there is something missing, don't hesitate to contact me back, I will check again the code to find all needed modifications. Have fun. Best regards, Laurent Minost Luis Wong a écrit : > > *I have this exactly same problem. Can you please share your code > modifications?* > > > *Thank you,* > > > *Luis* > > > * * > > > *[otrs] Standard Types and Queues* > > *Laurent Minost* lminost at denyall.com > <mailto:otrs%40otrs.org?Subject=%5Botrs%5D%20Standard%20Types%20and%20Queues&In-Reply-To=01b801c7f5e2%24d71d63b0%248e04a8c0%40nettezza> > /Thu Sep 13 11:07:33 GMT 2007/ > > * Previous message: [otrs] Standard Types and Queues > <http://lists.otrs.org/pipermail/otrs/2007-September/020313.html> > * Next message: [otrs] Standard Types and Queues > <http://lists.otrs.org/pipermail/otrs/2007-September/020316.html> > * *Messages sorted by:* [ date ] > <http://lists.otrs.org/pipermail/otrs/2007-September/date.html#20314> > [ thread ] > <http://lists.otrs.org/pipermail/otrs/2007-September/thread.html#20314> > [ subject ] > <http://lists.otrs.org/pipermail/otrs/2007-September/subject.html#20314> > [ author ] > <http://lists.otrs.org/pipermail/otrs/2007-September/author.html#20314> > > > ------------------------------------------------------------------------ > > Hi Gabriele, > > > > Thanks for your answer. > > > > This parameter CustomerPanelOwnSelection allows to set Queues for which > > Customers will have access through drop-down menu but it doesn't permit > > me : > > - to set the default queue > > - to avoid having this default queue set to '-' which is hard coded and > > added when drop-down menu is displayed > > > > That's why I did some modifications on the code :( > > > > Best regards, > > > > Laurent MINOST > > > > Le jeudi 13 septembre 2007 à 10:48 +0200, Gabriele D'Andrea a écrit : > >>/ > i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we/ > >>/ > mostly use Telephone Tickets ) have the same Type ( "Problem" ) and/ > >>/ > go the same Queue. But in OTRS the preselcetion for those Fileds is/ > >>/ > "-" and you have to Click on "Problem" and the right Queue. / > >>/ Look if there are some options to insert default values in SysConfig/ > >>/ -> Ticket -> Frontend::Agent::Ticket::ViewPhoneNew/ > >>/ / > >>/ > I was having the same problem with Customer frontend, when creating/ > >>/ a / > >>/ > new ticket, default queue needs to be selected and we use only/ > >>/ one.../ > >>/ / > >>/ In SysConfig -> Ticket -> Frontend::Customer::Ticket::ViewNew edit the/ > >>/ following option inserting the queue you want your customers to use / > >>/ / > >>/ CustomerPanelOwnSelection: / > >>/ Here you can insert the Queues, which the customer can select in the/ > >>/ Customer-Interface. / > >>/ Etichetta/ > >>/ / > >>/ Content/ > >>/ / > >>/ / > >>/ / > >>/ / > >>/ / > >>/ / > >>/ / > >>/ Hope this helps/ > >>/ Gabriele/ > >>/ ----- Original Message ----- / > >>/ From: Laurent Minost / > >>/ To: User questions and discussions about OTRS.org / > >>/ Sent: Wednesday, September 12, 2007 2:19 PM/ > >>/ Subject: Re: [otrs] Standard Types and Queues/ > >>/ / > >>/ / > >>/ / > >>/ Hi,/ > >>/ / > >>/ I was having the same problem with Customer frontend, when/ > >>/ creating a new ticket, default queue needs to be selected and/ > >>/ we use only one.../ > >>/ Didn't find a solution so I modified source code for it to/ > >>/ avoid adding "-" entry. Maybe it's the same for you./ > >>/ If you find a solution or modify the code, I will be/ > >>/ interested by your final resolution :)/ > >>/ / > >>/ Thanks./ > >>/ / > >>/ BR,/ > >>/ / > >>/ Laurent MINOST/ > >>/ / > >>/ / > >>/ Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas/ > >>/ a écrit : / > >>/ / > >>/ > Hallo! / > >>/ > i want to Speed up the Ticket Typing Procedure.. Most/ > >>/ > Tickets ( we mostly use Telephone Tickets ) have the same/ > >>/ > Type ( "Problem" ) and go the same Queue. But in OTRS the/ > >>/ > preselcetion for those Fileds is "-" and you have to Click/ > >>/ > on "Problem" and the right Queue. / > >>/ > Is there a way set Standard Values for those Fileds? / > >>/ > I cant find Anything in Sysconfig... / > >>/ > Thank You! / > >>/ > Freundliche Grüße / > >>/ > / > >>/ > i. A. Thomas Büchling / > >>/ > Praktikant / IT-Services / > >>/ > / > >>/ > Tel +49 (0)561/ 4991 -125 / > >>/ > Fax +49 (0)561/ 4991 -93125 / > >>/ > thomas_buechling at rudolph-log.de <http://lists.otrs.org/cgi-bin/listinfo/otrs> / > >>/ > http://www.rudolph-log.de / > >>/ > http://www.logeon.net / > >>/ > -------------------------------------- / > >>/ > Rudolph Logistik Gruppe / > >>/ > -------------------------------------- / > >>/ > Rudolph Holding GmbH / > >>/ > Harzweg 10 / > >>/ > D 34225 Baunatal / > >>/ > / > >>/ > Amtsgericht Kassel HRB 6548 / > >>/ > Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten/ > >>/ > Rudolph, Peter Malkomeß / > >>/ > ------------------------------------- / > >>/ > Abonnieren Sie unseren Newsletter RudolphREPORT unter/ > >>/ > http://www.rudolph-log.de/aktuelles/aktuelles.cfm / > >>/ > / > >>/ > / > >>/ / > >>/ / > >>/ / > >>/ ______________________________________________________________/ > >>/ / > >>/ _______________________________________________/ > >>/ OTRS mailing list: otrs - Webpage: http://otrs.org// > >>/ Archive: http://lists.otrs.org/pipermail/otrs/ > >>/ To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs/ > >>/ Support or consulting for your OTRS system?/ > >>/ => http://www.otrs.com// > > # -- # CustomerTicketMessage.dtl - provides HTML form for customer message # Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/ # -- # $Id: CustomerTicketMessage.dtl,v 1.10 2007/06/18 09:33:57 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # --  <script language="JavaScript" type="text/javascript">  else if (document.compose.$Data{"TicketFreeTextField"}.value == "") { alert('$JSText{"A required field is:"} ' + document.compose.$Data{"TicketFreeKeyField"}.value + '!'); document.compose.$Data{"TicketFreeTextField"}.focus(); return false; }  else { return true; } } //--> </script> <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td class="mainhead"> $Env{"Box0"}$Text{"new ticket"}$Env{"Box1"} </td> </tr> <tr> <td class="mainbody"> <br> <table border="0" width="900" align="center" cellspacing="0" cellpadding="4"> <tr> <td colspan="2" class="contenthead">$Text{"Options"}</td> </tr> <tr> <td class="contentbody"> <form action="$Env{"CGIHandle"}" method="post" name="compose" enctype="multipart/form-data"> <input type="hidden" name="Action" value="$Env{"Action"}"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="Expand" value=""> <input type="hidden" name="FormID" value="$QData{"FormID"}"> <table border="0">  <tr> <td class="contentkey">$Text{"Type"}:</td> <td class="contentvalue"> $Data{"TypeStrg"}</td> </tr>  <tr> <td width="15%" class="contentkey">$Text{"To"}:</td> <td width="85%" class="contentvalue"> $Data{"ToStrg"} <font color="red" size="-2">$Text{"$Data{"Queue invalid"}"}</font> </td> </tr> # <tr> <td class="contentkey">$Text{"Cc"}:</td> <td class="contentvalue"> <input type="text" name="Cc" value="" size="70"> <font color="red" size="-2">$Text{"$Data{"Cc invalid"}"}</font> </td> </tr> # <tr> # <td class="contentkey">$Text{"Bcc"}:</td> # <td class="contentvalue"> # <input type="text" name="Bcc" value="" size="70"> # <font color="red" size="-2">$Text{"$Data{"Bcc invalid"}"}</font> # </td> # </tr> # <tr> <td class="contentkey">$Text{"Subject"}:</td> <td class="contentvalue"> <input type="text" name="Subject" value="$QData{"Subject"}" size="70"> <font color="red" size="-2">$Text{"$Data{"Subject invalid"}"}</font> </td> </tr>  <tr> <td class="contentkey">$Text{"Service"}:</td> <td class="contentvalue"> $Data{"ServiceStrg"}</td> </tr>   <tr> <td class="contentkey">$Text{"SLA"}:</td> <td class="contentvalue"> $Data{"SLAStrg"}</td> </tr>  <tr> <td class="contentkey">$Text{"Text"}:</td> <td class="contentvalue"> <textarea name="Body" rows="15" cols="$Config{"Ticket::Frontend::TextAreaNote"}" wrap="$Env{"BrowserWrap"}">$QData{"Body"}</textarea> <font color="red" size="-2">$Text{"$Data{"Body invalid"}"}</font> </td> </tr> <tr> <td class="contentkey">$Text{"Attachment"}:</td> <td class="contentvalue"> <table cellspacing="0" cellpadding="0" width="400">  <tr> <td>$QData{"Filename"}</td> <td>$QData{"Filesize"}</td> <td align="right"> <input class="button" type="submit" name="AttachmentDelete$QData{"FileID"}" value="$Text{"Delete"}"> </td> </tr>  <tr> <td colspan="2"><input name="file_upload" type="file" size="40" class="fixed"></td> <td align="right"> <input class="button" type="submit" name="AttachmentUpload" value="$Text{"Attach"}"> <a name="attachment"></a> </td> </tr> </table> </td> </tr>  <tr> <td class="contentkey">$Text{"Priority"}:</td> <td class="contentvalue"> $Data{"PriorityStrg"}</td> </tr>   <tr> <td class="contentkey">$Data{"TicketFreeKeyField"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField"}</td> </tr>  # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField1"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField1"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField2"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField2"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField3"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField3"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField4"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField4"}</td> # </tr>  <tr> <td class="contentkey">$Text{"$QData{"TicketFreeTimeKey"}"}:</td> <td class="contentvalue">$Data{"TicketFreeTime"}</td> </tr>  # <tr> # <td class="contentkey">$Text{"$Config{"TicketFreeTimeKey1"}"}:</td> # <td class="contentvalue">$Data{"TicketFreeTime1"}</td> # </tr> # <tr> # <td class="contentkey">$Text{"$Config{"TicketFreeTimeKey2"}"}:</td> # <td class="contentvalue">$Data{"TicketFreeTime2"}</td> # </tr> </table> </td> </tr> <tr> <td class="contentfooter"> <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return submit_compose();"> </td> </tr> </table> </form> <br> </td> </tr> </table>

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RE: [otrs] LDAP auth: Panic! No UserData!!!
by Сергей Чапинский 08 Oct '07

08 Oct '07

May be add "User" ? : UserFirstname => 'givenname', UserLastname => 'sn', UserEmail => 'mail', -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Regis OBERLE Sent: Friday, September 28, 2007 10:39 PM To: User questions and discussions about OTRS.org Subject: [otrs] LDAP auth: Panic! No UserData!!! Hello, I'm trying to get agents synchronized through our Microsoft Active Directory. Login only works for agents which already are in the otrs database. All other agents get the "Panic! No UserData!!!" error message. Reading this, http://lists.otrs.org/pipermail/otrs/2007-January/017528.html, I understand that in fact, data retrieved from LDAP are not inserted in the database as it should. But I really don't know how to correct this. I've tested a lot of params without success. I give you my Config.pm if it can helps. Thank you. Régis ====================== Config.pm ================================= $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'carole.waterair.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Utilisateurs,dc=waterair,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs_ldap,cn=Users,dc=waterair,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'pass'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenname', Lastname => 'sn', Email => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected="selected" for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'carole.waterair.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Utilisateurs,dc=waterair,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs_ldap,cn=Users,dc=waterair,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'pass'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'carole.waterair.com', BaseDN => 'ou=Utilisateurs,dc=waterair,dc=com', SSCOPE => 'sub', UserDN =>'cn=otrs_ldap,cn=Users,dc=waterair,dc=com', UserPw => 'pass', #SourceCharset => 'iso-8859-1', #DestCharset => 'utf-8', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/

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different unlock times for different priorities
by Buechling, Thomas 08 Oct '07

08 Oct '07

Hallo! I want to unlock tickets after a certain time without activity ( when the supporter is not at work for example ). But for different Priorities this sould be done with different times. An important Ticket should be unlocked within an hour, while an other ticket can wait for one or two days. I could create different Queues with different unlock times, but for me thats not a solution ( priority filed would be useless ) I thought this could be made with the help of the GenericAgent # otrs\Kernel\Config\GenericAgent.pm 'release' => { # get all tickets with these properties Locks => ['lock'], Priorities => ['3 normal'], WorkingTime => 360, # new ticket properties (no option is required, # use just the options which should be changed!) New => { Note => { From => 'Reminder Admin', Subject => 'Reminder Notification', Body => 'The working time of this ticket has been reached!', }, Lock => 'unlock', }, }, but "WorkingTime" does not seem to be the right Option.. I could use TicketPendingTimeOlderMinutes => 10, or TicketCreateTimeOlderMinutes => 60, but TicketWorkingTimeOlderMinutes does not seem to work: All locked Tickets get unlocked and the Notification is sent. What's the right Attribute to Set!? Or does anyone see a different solution? Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling(a)rudolph-log.de http://www.rudolph-log.de http://www.logeon.net -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm

1 0

Multiple system interaction
by Maurice James Ny 06 Oct '07

06 Oct '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

1 0

SysConfig Admin section not actually changing anything
by Marius Flage 05 Oct '07

05 Oct '07

Hi there I'm using debian as my distro and therefore using the debian package of otrs2. When trying to alter different settings by using the SysConfig option under Admin, the changes don't replicate in the system. I have tried restarting the web server, but this doesn't work either. Where are these changes saved? In the database or in some flat file? How can I see these changes? And another thing, every time I try to alter the Config.pm file I have to restart the web server, if I don't I get a pretty nasty error on the web interface, no matter what I try to do. Why? - Marius

2 3

Ticket# in Subject
by sharif islam 05 Oct '07

05 Oct '07

Hi, I want to modify the subject line in the automated and follow up responses. I know when I reply, I can manually change it. But I was wondering if this can be changed system wide. Re: [Ticket#2007100410000201] Computer is broken to Re: Computer is broken --sharif

2 1

webmail module won't display new messages
by Mark Nernberg 05 Oct '07

05 Oct '07

This is a repost, as there has been no positive response. I have a new deployment of OTRS 2.2.3 I've also deployed the OTRS Webmail client (v. 0.11.2). The Webmail client is disfunctional. The INBOX and other mailboxes work correctly. I can send mail with no problem, also. But, when clicking on a message to display it, I get the OTRS screen, and a "View" menu (with back/reply/reply-all/plain/delete), and a small grey area marked "options", but the message never displays. If someone would like, I'll include a screenshot. There are no apparent errors showing in my Apache error log, nor in the system message log. Advice, anyone? -- Mark J. Nernberg

1 0

Ticket numbering, custom fields and auto responses
by Marius Flage 05 Oct '07

05 Oct '07

Hi there I'm a bit new to the whole OTRS thingy and so far I really enjoy it. I've been using RT for a couple of years now, so my whole experience of issue tracking systems are based on this. That's why I try to imitate RT as good as I can (especially for my agents, who are used to RT). So, I have a few issues. First, I'm trying to change the ticket numbering system from the default one. I tried looking in SysConfig and alter the TicketNumbering there to AutoIncrement and then set the MinCounterSize to 1, I see the changes being applied there, but not in the functionality of the site. I then had to go in manually and set this in Ticket.pm and then it -nearly- worked. Instead of getting ticket id 1 I got 101. hobbiton:~# cat /var/lib/otrs/log/TicketCounter.log 1 hobbiton:~# grep NumberGenerator /usr/share/otrs/Kernel/Config/Files/Ticket.pm $Self->{'Ticket::NumberGenerator'} = Kernel::System::Ticket::Number::AutoIncrement'; $Self->{'Ticket::NumberGenerator::MinCounterSize'} = 1; I know I shouldn't have changed /usr/share/otrs/Kernel/Config/Files/Ticket.pm directly, but at least that worked better than SysConfig in the web panel. Another "problem" I have is that customers are sent an notification when a new ticket is created using the "Phone-Ticket" option. I don't want that. I want the ticket that gets created as a Phone-Ticket to be an internal note, or at least the ability to be able to tag it as one. Is this possible? My last question stems from my previous experience with RT, I want those custom fields. I know they aren't implemented in the current version of OTRS, but is this at all planned for future releases? Great thanks in advance! Marius

2 3

Customized Response
by Kamal 04 Oct '07

04 Oct '07

Greetings, I am using OTRS 2.1.6 When I'm using any kind of response linked to a queue, I'm getting the following inside the message: "<name>" <email> wrote: > <snippet> > > > > How can I control the above or remove it? I just need what I write in the response to be displyed. Regards

3 4

IE7 crashing
by Emily Flynn 04 Oct '07

04 Oct '07

Hi! I've been using the OTRS GUI with Firefox, and I've checked that any pages where I've edited the html render OK in IE7. I never actually used OTRS with IE7 though, and a colleague of mine who uses IE7 came across a problem this morning. When he goes to reply to a new ticket to say request received and to change the state, as soon as he hits submit, the internet explorer error 'page cannot be displayed' comes up, however the email does get sent to the person who created the ticket, and indeed, the state gets changed. Hitting the back button will bring you back to where you were no problem. I don't understand what might be causing this problem as the page right after submitting the request received email is no different to the page viewed previous to the reply page. Any ideas? Thanks! Emily.

3 3

Setting up escalation notifications via Generic Agent
by Greg Evans 04 Oct '07

04 Oct '07

According to the documentation at OTRS.org it's possible to send escalation notifications via the Generic Agent. I do not see an option in "state" that says "escalated" or see where I can choose escalated as an option to flag tickets for generic agent. Can someone point me in the right direction? I am using OTRS V2.1.7 on a Windows XP box. I can successfully get OTRS to send mail to recipients, just can't figure out how to send escalation emails. Any help would be greatly appreciated. ~Greg~ _________________________________________________________________ Windows Live Hotmail and Microsoft Office Outlook – together at last. Get it now. http://office.microsoft.com/en-us/outlook/HA102225181033.aspx?pid=CL1006269…

1 0

Customer User import
by Maurice James Ny 03 Oct '07

03 Oct '07

Does anyone know of any way to mass import customer users into the OTRS database from an active directory/ldap dump. Currently there is a script to import user agents (syncuser-csv2otrs.pl) into the database from a csv file.

1 0

Time Issue in OTRS
by Christian Petrou 02 Oct '07

02 Oct '07

How can I change this issue? The time is WAAAAYYYY off. LOL Update Time: 195 hours 18 minutes 10/10/2007 19:45 Solution Time: 195 hours 12 minutes 10/10/2007 19:40 Thank You! Christian

1 0

escalation notification via Generic Agent
by Greg Evans 02 Oct '07

02 Oct '07

I am using OTRS v2.1.7 and cannot figure out how to send notification of escalation via the generic agent. According to the documentation on OTRS.org, you can sent the generic agent to notify an agent when a ticket in his/her queue has escalated. I cannot figure out how to do this. I don't see an option for tickets behind a certain age, or tickets with the escalation flag turned on. Can anyone please guide me in the right direction, I assume this is an elementary question! Thank you in advance. ~Greg~ _________________________________________________________________ Windows Live Hotmail and Microsoft Office Outlook – together at last. Get it now. http://office.microsoft.com/en-us/outlook/HA102225181033.aspx?pid=CL1006269…

1 0

FQDN
by Emily Flynn 02 Oct '07

02 Oct '07

Hello All, I'm having a problem changing the FQDN of our OTRS system. I had copied the mysql folder from the initial PC I set the system up on, knowing that I could change the few settings for the new PC. In SysConfig>Framework>Core, the FQDN is set as flynne.example.com with flynne being the old pc. I'm trying to change it to horizon.ourdomain.com, but each time I hit update, it reverts back to the previous FQDN. Is there another way I can change the FQDN by going into the mysql files? I don't know too much about sql but I'll give any suggestions a try. Thanks Emily

2 2

Instructions on How To Upgrade OTRS from 2.0 to 2.2 in Linux
by Harry Cruz 02 Oct '07

02 Oct '07

Hello, everyone! I've searched all through the Web for instructions regarding the OTRS upgrade in a Linux environment. I was unsuccessful, though. Could anyone tell me where is this information to be found? My OTRS is currently installed on a Debian System, and was setup with a debian package. Any help is appreciated. Best wishes, Harry

3 3

Bulk Action: How to Remove The Annoying Alert Box
by Harry Cruz 02 Oct '07

02 Oct '07

Hello, everyone! Is there a way to prevent that annoying alert box saying "Ticket selected for bulk action" everytime a ticket is selected? I don't know about you, but that really pisses me off... Best regards, Harry Cruz

2 2

AD Single Sign On
by Derek Blevins 02 Oct '07

02 Oct '07

Hello, I'm trying to figure out how to get OTRS to do single sign on with AD. I've managed to make LDAP work according to the manual, however the documentation for true single sign on is confusing. How is http basic auth supposed to function? And does OTRS really do seamless logins? Kind of a newbie here, if someone has a walkthrough that would be great. I'm sure this has been brought up a dozen times. Using: AD 2003 OTRS 2.2.2 CentOS 5 Everything works great, just trying to get SSO working. The only thing I've found is a module for OTRS 1.3 or similar versions. Thanks, Derek Blevins

4 3

RE: [otrs] Can't use from: ERROR
by Christian Petrou 01 Oct '07

01 Oct '07

Still tying to resolve this issue, can anyone point me in the right direction? Added another email address for a different queue, pop account works great. OTRS gets the email places in the right queue. All out bound email, or when I generate "compose answer" I get the following error? ERROR: OTRS-CGI-77 Perl: 5.8.8 OS: linux Time: Wed Sep 26 14:03:06 2007 Message: Can't use from: user2(a)mydomain.com<mailto:user2@mydomain.com>! Enable debug for more info! Traceback (21487): Module: Kernel::System::Email::SMTP::Send (v1.13) Line: 86 Module: Kernel::System::Email::Send (v1.29) Line: 494 Module: Kernel::System::Ticket::Article::ArticleSend (v1.144) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 362 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 Double checked the system address for the queues, and they are correct. Anything else I can try? Christian

1 0

Import customers from cvs?
by Hannes Riechmann 01 Oct '07

01 Oct '07

Hello, is it possible to import customers from a cvs file? I thought about adapting the otrs.addUser script, so that it can add customer and then calling my script for every entry in my cvs file. Anybody knows a better solution? Thank in advance Hannes

6 6

webmail disfunctional
by Mark Nernberg 01 Oct '07

01 Oct '07

I have a new deployment of OTRS 2.2.3 I've also deployed the OTRS Webmail client (v. 0.11.2). I cannot read an email from the Webmail client. The INBOX and other mailboxes work correctly. I can send mail with no problem, also. When clicking on a message to display it, I get the OTRS screen, and a "View" menu (with back/reply/reply-all/plain/delete), and a small grey area marked "options", but the message never displays. There are no apparent errors showing in my Apache error log, nor in the system message log. Advice, anyone? -- Mark J. Nernberg PLEASE NOTE: THIS IS NOT MY REGULAR EMAIL ACCOUNT! Personal website: http://www.marknernberg.com

1 0

Email
by Robert Aldridge 01 Oct '07

01 Oct '07

Thanks for all the help so far. I have OTRS set up and authenticating agents and customers against our ActiveDirectory server. Awesome! We use MS Exchange as our email server. I've set up the SMTP configuration in OTRS so that tickets and messages get mailed out to agents. However, we'd like our customers (internal employees) to be able to email problems to 'otrs(a)domain.com' and have OTRS automatically pick up the email and create a ticket. I have created the 'otrs' user in ActiveDirectory and configured an email account for this user. This user can send/receive email fine through our Exchange server. In trying to follow the directions in the Docs ( http://doc.otrs.org/1.3/en/html/receiving-email-cmd.html) I'm getting lost. :-( When I do: shell# cat test-email-1.box | /usr/share/otrs/bin/PostMaster.pl It works fine. The message appears in the queue. So, how do I get messages sent to 'otrs(a)domain.com' to the OTRS server? Thanks, Robert Aldridge

5 7

How to add Notes
by Munawar Zeeshan 29 Sep '07

29 Sep '07

How can I add notes to my Notifications? Like I want to add the notes of the ticket, if any, in the Escalation Ticket notification. Any idea?? No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.13.30/1030 - Release Date: 9/25/2007 8:02 AM

1 0

LDAP auth: Panic! No UserData!!!
by Régis OBERLE 28 Sep '07

28 Sep '07

Hello, I'm trying to get agents synchronized through our Microsoft Active Directory. Login only works for agents which already are in the otrs database. All other agents get the "Panic! No UserData!!!" error message. Reading this, http://lists.otrs.org/pipermail/otrs/2007-January/017528.html, I understand that in fact, data retrieved from LDAP are not inserted in the database as it should. But I really don't know how to correct this. I've tested a lot of params without success. I give you my Config.pm if it can helps. Thank you. Régis ====================== Config.pm ================================= $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'carole.waterair.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Utilisateurs,dc=waterair,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs_ldap,cn=Users,dc=waterair,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'pass'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenname', Lastname => 'sn', Email => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected="selected" for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'carole.waterair.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Utilisateurs,dc=waterair,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs_ldap,cn=Users,dc=waterair,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'pass'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'carole.waterair.com', BaseDN => 'ou=Utilisateurs,dc=waterair,dc=com', SSCOPE => 'sub', UserDN =>'cn=otrs_ldap,cn=Users,dc=waterair,dc=com', UserPw => 'pass', #SourceCharset => 'iso-8859-1', #DestCharset => 'utf-8', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], };

1 0

Notify customers about external notes
by Ricardo Santos 28 Sep '07

28 Sep '07

Hi, It's possible no notify costumers about the external notes created by the agents? If it is, who? Cheers, Ricardo

1 0

Ticket deadline
by Sándor Fehér 28 Sep '07

28 Sep '07

Hi, We would like to use otrs for tracking our sw development task and it's deadlines too. I'm wondering if there is a method to achieve this. I don't think to add a new freetext column called deadline to the ticket itself is enough. I would like to see the deadlines, search for them and so one.. Thanks a lot. Regards, Sandor -- Üdvözlettel/Kind Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. mailto:sfeher@bluesystem.hu http://www.bluesystem.hu [ - real men don't click - ]

2 2

access denied, apache2::reload not working -- but everything *seems* right
by Mark Nernberg 27 Sep '07

27 Sep '07

I'm an experienced OTRS user installing a new OTRS. We are using Apache 2.2 under FreeBSD 6.2 with Perl 5.8.8 Everything is (to my knowledge) set up right, but I am having weird access-denied errors and issues with Apache finding modules, etc. When going to the OTRS web page (https://secure.1fast.us/otrs/index.pl) I get: "Forbidden. You don't have permission to access /otrs/index.pl" on this server. The relevant portions of my httpd.conf: ScriptAlias /otrs/ "/usr/local/www/secure/otrs/bin/cgi-bin/" Alias /otrs-web/ /usr/local/www/secure/otrs/var/httpd/htdocs/ <Directory /usr/local/www/secure/otrs> Options +ExecCGI </Directory> PerlModule Apache2::Reload PerlModule Apache::DBI PerlModule Apache2::RequestRec PerlInitHandler Apache2::Reload PerlRequire /usr/local/www/secure/otrs/scripts/apache2-perl-startup.pl PerlModule Apache2::RequestRec # set mod_perl2 options <Location /otrs/> ErrorDocument 403 https://secure.1fast.us/otrs/index.pl SSLRequireSSL yes SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv </Location> <Directory /usr/local/www/secure/otrs/bin/cgi-bin/> AllowOverride None Options +ExecCGI -Includes </Directory> <Directory /usr/local/www/secure/otrs/var/httpd/htdocs/> AllowOverride None Options +ExecCGI -Includes </Directory> In the httpd-error log, I have a mess of "Can't locate" errors regarding modules in OTRS - except these files all exist! [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/scripts/apache2-perl-startup.pl [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Config.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Config/Defaults.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Language.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/Admin.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminAttachment.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminAutoResponse.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminCustomerUser.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminCustomerUserGroup.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminEmail.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminGroup.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminLog.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminNotification.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminPGP.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminPOP3.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminPackageManager.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminPostMasterFilter.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminQueue.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminQueueAutoResponse.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminQueueResponses.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminResponse.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminResponseAttachment.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminRole.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminRoleGroup.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminRoleUser.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminSMIME.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminSalutation.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminSelectBox.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminSession.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminSignature.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminState.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminSysConfig.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminSystemAddress.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminUser.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AdminUserGroup.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentBook.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentLinkObject.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentPreferences.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentSpelling.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentStats.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketAttachment.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketBounce.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketBulk.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketClose.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketCompose.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketCustomer.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketEmail.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketForward.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketFreeText.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketHistory.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketLock.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketMailbox.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketMove.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketNote.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketOwner.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketPending.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketPhone.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketPlain.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketPrint.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketPriority.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketQueue.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketSearch.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketStatusView.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/AgentTicketZoom.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/CustomerPreferences.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/CustomerTicketAttachment.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/CustomerTicketMessage.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/CustomerTicketOverView.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/CustomerTicketZoom.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Modules/CustomerZoom.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/ArticleAttachmentDownload.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/ArticleAttachmentHTMLViewer.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/Layout.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/LayoutTicket.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NavBarLockedTickets.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NavBarModuleAdmin.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NavBarTicketBulkAction.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NotificationAgentOnline.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NotificationAgentTicket.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NotificationAgentTicketSeen.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NotificationCharsetCheck.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NotificationCustomerOnline.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/NotificationUIDCheck.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/PreferencesGeneric.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/PreferencesLanguage.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/PreferencesPassword.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/PreferencesTheme.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/TicketMenuGeneric.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/Output/HTML/TicketMenuLock.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Auth.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Auth/DB.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/AuthSession.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/AuthSession/DB.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/AutoResponse.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/CSV.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Cache.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/CheckItem.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Config.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Crypt.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/CustomerAuth.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/CustomerCompany.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/CustomerGroup.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/CustomerUser.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/DB.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Email.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Encode.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/FileTemp.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Group.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/LinkObject.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Lock.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Log.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Main.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Notification.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/PDF.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/POP3Account.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Package.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/PostMaster/Filter.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/PostMaster/LoopProtection.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Priority.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Queue.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/SLA.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Salutation.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/SearchProfile.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Service.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Signature.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Spelling.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/State.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Stats.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/StdAttachment.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/StdResponse.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/SystemAddress.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Ticket.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Ticket/Article.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Ticket/Number/DateChecksum.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Time.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Type.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/User.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/User/Preferences/DB.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Valid.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Web/InterfaceAgent.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Web/InterfaceCustomer.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Web/InterfacePublic.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Web/Request.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/Web/UploadCache.pm [Thu Sep 27 13:44:43 2007] -e: Apache2::Reload: Can't locate /usr/local/www/secure/otrs/Kernel/System/XML.pm [Thu Sep 27 13:44:43 2007] [error] [client 67.103.22.253] (13)Permission denied: access to /otrs/index.pl denied Any help is *most* appreciated!

1 0

Can't use from: ERROR
by Christian Petrou 27 Sep '07

27 Sep '07

Can anyone point me in the right direction? Just added another email address for a different queue, pop account works great. OTRS gets the email places in the right queue. All out bound email, or when I generate "compose answer" I get the following error? ERROR: OTRS-CGI-77 Perl: 5.8.8 OS: linux Time: Wed Sep 26 14:03:06 2007 Message: Can't use from: user2(a)mydomain.com! Enable debug for more info! Traceback (21487): Module: Kernel::System::Email::SMTP::Send (v1.13) Line: 86 Module: Kernel::System::Email::Send (v1.29) Line: 494 Module: Kernel::System::Ticket::Article::ArticleSend (v1.144) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 362 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 Do I need to restart OTRS for it to work right? Christian

2 2

Reopen a ticket via user web interface
by Jesús M. Navarro 27 Sep '07

27 Sep '07

Hi all: I can't find any option within the user web interface (the one for the support personnel) to reopen and already closed ticket if need arise. What am I overlooking? -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro(a)andago.com

4 6

How to install FAQ module on OTRS 2.2.2
by Régis OBERLE 27 Sep '07

27 Sep '07

Hello, Now that I have a full working OTRS install, I would like to add the FAQ module. My OTRS does not have acces to internet, so I need the opm package, but can't find it neither on the download area of otrs.org, nor on the ftp site. I probably missed someting, but I don't know what. Can someone point me to the right direction please ? Note: I already successfuly installed the ITSM module. Thank you Régis

2 1

remove links in ticket view.
by Anders Embretsen 27 Sep '07

27 Sep '07

hello How can I remove the links in the ticket view, i tried to remove customer, phone call, forward and the bounce links. I have disabled the modules but the links are still displayed. -- Best regards, Anders Embretsen

1 0

trying to remove compose links in ticket view
by Anders Embretsen 27 Sep '07

27 Sep '07

Hello I want to remove the "phone call" under contact customer and the forward and bounce link. I thought i had found it and disabled it in sysConf, but the links are still visible but they don't work because i have disabled the modules. I have read that the phone call link should not be visible after you have disabled the modules. Log of my sysconf. delete $Self->{'Frontend::Module'}->{'AgentTicketPhone'}; delete $Self->{'Frontend::Module'}->{'AgentTicketPhoneOutbound'}; delete $Self->{'Frontend::Module'}->{'AgentTicketEmail'}; delete $Self->{'Frontend::Module'}->{'AgentTicketBounce'}; delete $Self->{'Frontend::Module'}->{'AgentTicketForward'}; delete $Self->{'Frontend::Module'}->{'AgentTicketCustomer'}; Hope someone know if there are some other places I need to configure to remove the links from the page. -- Best regards, Anders Embretsen

1 0

Ticket Escalation additional functionality
by Munawar Zeeshan 27 Sep '07

27 Sep '07

I want some functionality in Escalated Ticket Notification. When a ticket is escalated , an email is generated to the user. This email notification also contain ticket detail, which I fetched by adding following field in the Ticket Escaltion Notification <OTRS_CUSTOMER_FROM> wrote: <Complaint> <OTRS_CUSTOMER_EMAIL[16]> <Complaint> I further want that if an agent has added some notes on the ticket it also goes with the escalated ticket email notification. Here is my customized Ticket Escalation Notification Hi <OTRS_UserFirstname>, The ticket "<OTRS_TICKET_TicketNumber>" in "<OTRS_TICKET_Queue>"is escaleted! Its solution time i.e 16 Hours has been passed. Please have a look at the unsolved Complaint: <OTRS_CUSTOMER_FROM> wrote: <Complaint> <OTRS_CUSTOMER_EMAIL[16]> <Complaint> Shortcut to complaint is <OTRS_CONFIG_HttpType>://192.168.3.80/<OTRS_CONFIG_ScriptAlias>index.pl?Acti on=AgentZoom&TicketID=<OTRS_TICKET_TicketID> No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1012 - Release Date: 9/16/2007 6:32 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1012 - Release Date: 9/16/2007 6:32 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1012 - Release Date: 9/16/2007 6:32 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.21/1012 - Release Date: 9/16/2007 6:32 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.487 / Virus Database: 269.13.22/1015 - Release Date: 9/18/2007 11:53 AM

1 0

Re: [otrs] Can't use from: ERROR
by Gabriele D'Andrea 27 Sep '07

27 Sep '07

Have you selected the right system address for the new queue? ----- Original Message ----- From: Christian Petrou To: 'User questions and discussions about OTRS.org' Sent: Wednesday, September 26, 2007 11:11 PM Subject: [otrs] Can't use from: ERROR Can anyone point me in the right direction? Just added another email address for a different queue, pop account works great. OTRS gets the email places in the right queue. All out bound email, or when I generate "compose answer" I get the following error? ERROR: OTRS-CGI-77 Perl: 5.8.8 OS: linux Time: Wed Sep 26 14:03:06 2007 Message: Can't use from: user2(a)mydomain.com! Enable debug for more info! Traceback (21487): Module: Kernel::System::Email::SMTP::Send (v1.13) Line: 86 Module: Kernel::System::Email::Send (v1.29) Line: 494 Module: Kernel::System::Ticket::Article::ArticleSend (v1.144) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 362 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 Do I need to restart OTRS for it to work right? Christian ------------------------------------------------------------------------------ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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] Reopening ticket
by Gabriele D'Andrea 27 Sep '07

27 Sep '07

Iit's a queue specific option. In the queue admin, enable the Follw Up Option (should be on by default). This means that, if someone sends a followup to closed ticket, it automatically gets reopened. In addiction you can choose to reassign the ticket to the last owner enabling Ticket Lock After a Followup option. Regards Gabriele ----- Original Message ----- From: "Daniel Veselý" <jevrej(a)mall.cz> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: Wednesday, September 26, 2007 2:42 PM Subject: [otrs] Reopening ticket > > > Hi, > > i need to reopen ticket from the closed state - if someone reply to the > last email. I just could not find it. > > Thanks for any help > Daniel > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.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

Subversion integration
by Sándor Fehér 27 Sep '07

27 Sep '07

Hi, I'm wondering if anybody has experience in connection with integration otrs and subversion or other version control system. In the past I succesfully integrated svn+scmbug+mantis but I decided to use otrs instead :-) . I was very good to enter the bug number (ticket nr or something) in tortoisesvn and see the affected files by the commit in mantis. Now I'm looking for the same functionalty in otrs. Thanks in advance. Sandor -- Üdvözlettel/Kind Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. mailto:sfeher@bluesystem.hu http://www.bluesystem.hu [ - real men don't click - ]

6 7

On move chnage the ticket poperties
by Munawar Zeeshan 27 Sep '07

27 Sep '07

My agents can move tickets from one queue to other queue. I have also set the escalation time properties for the tickets in every queue. I want that when a ticket is moved to a new queue by an agent, its solution time is reset and counter restarts again. How's it possible ??? No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.13.30/1030 - Release Date: 9/25/2007 8:02 AM

1 0

Multiple Recipients/Customers, Single Email
by Peter Beckman 27 Sep '07

27 Sep '07

I have about 10 customers I want to send the same one email to. I'd like to take one single action -- write the email, have it sent to 10 customers individually, and 10 tickets created as a result, so each customer only sees themselves on the To: line (don't want to expose my customers to other customers, privacy issues). This is needed due to an issue that only affected 10 customers, and we want to track all customer interaction with OTRS. I want to avoid having to copy and paste the email 10 times and send 10 individual emails via OTRS (which is the long solution, but I'm looking for the slick, cool, fast method). Is it possible to do this in OTRS 2.1.5? If so, please point to the manual where it says how -- I've looked and failed to find it. If not in 2.1.5, possible in another newer version? Upcoming version? Is there a workaround that makes this easy in 2.1.5? If not, where can I submit a feature request? Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ --------------------------------------------------------------------------- ** PLEASE NOTE PurpleCow.com IS NOW AngryOx.com DO NOT USE PurpleCow.com ** ** PurpleCow.com is now owned by City Auto Credit LLC as of May 23, 2007 ** ---------------------------------------------------------------------------

1 0

Generic Agent Time Problems...
by Jeff Shepherd 26 Sep '07

26 Sep '07

I'm having a problem with OTRS v2.2.2 on Fedora Core 7 running Generic Agent jobs: ERROR: OTRS-GenericAgent-36 Perl: 5.8.8 OS: linux Time: Wed Sep 26 12:00:04 2007 Message: No valid time format '2007-000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000000-30 23:59:59'! Traceback (25988): Module: Kernel::System::Ticket::TicketSearch (v1.269) Line: 3667 Module: Kernel::System::GenericAgent::JobRun (v1.29 ) Line: 352 Module: /opt/otrs//bin/GenericAgent.pl (v1.41) Line: 182 It just keeps adding a zero to the time every time it runs. Does anyone have any ideas? Thanks for the help. -Jeff

1 0

Windows-Installation: Perl-Modules
by Buechling, Thomas 26 Sep '07

26 Sep '07

> Hi! > > i am trying to Install OTRS 2.2.2 on a Windows Xp System, all Components sepparate. ( For Better Update Possbilibities and i need to load additional perl modules ). > Apache 2 and MySQL are Running. I Installed Active Perl and all Required Modules ( this was hard enough! ). > > perl otrs.checkmodules : > > CGI ... ok > Date::Pcalc ... ok > Date::Format ... ok > DBI ... ok > DBD::mysql ... ok > Digest::MD5 ... ok > Crypt::PasswdMD5 ... ok > LWP::UserAgent ... ok > IO::Scalar ... ok > IO::Wrap ... ok > MIME::Base64 ... ok > MIME::Tools ... ok > Mail::Internet ... ok > Net::DNS ... ok > Net::POP3 ... ok > Net::LDAP ... ok > Net::SMTP ... ok > Authen::SASL ... ok > GD ... ok > GD::Text ... ok > GD::Graph ... ok > GD::Graph::lines ... ok > GD::Text::Align ... ok > XML::Parser ... ok > PDF::API2 ... ok > Compress::Zlib ... ok > > Now Scripts are loaded into apache as cgi-modules, some .pl-test scripts do work.. > > but when i try to open installer.pl : > > > Software error: > > Can't load log backend module Kernel::System::Log::SysLog! Can't locate Sys/Syslog.pm in @INC (@INC contains: ../../ D:/Server/otrs/bin/cgi-bin/../../Kernel/cpan-lib D:/Server/otrs/bin/cgi-bin/../.. D:/Server/Perl/site/lib D:/Server/Perl/lib . D:/Server/otrs/bin/cgi-bin/../.. D:/Server/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at ../..//Kernel/System/Log/SysLog.pm line 15, <PRODUCT> line 4. > BEGIN failed--compilation aborted at ../..//Kernel/System/Log/SysLog.pm line 15, <PRODUCT> line 4. > Compilation failed in require at (eval 13) line 3, <PRODUCT> line 4. > > > So i seem to need the Module Sys::Syslog.. > i can downlaod it from cpan, create a makefile.. but i can not compile it under windows, because syslog.h is missing and i can not find it at any compiler..I also this this is very linux-specific.. and not available for windows!? > I also tried to copy Syslog.pm from different locations, but that does not work. > > so how can i get this wokring? > > > Thank You! > > > Freundliche Grüße > > i. A. Thomas Büchling > Praktikant / IT-Services > > Tel +49 (0)561/ 4991 -125 > Fax +49 (0)561/ 4991 -93125 > thomas_buechling(a)rudolph-log.de > http://www.rudolph-log.de > http://www.logeon.net > -------------------------------------- > Rudolph Logistik Gruppe > -------------------------------------- > Rudolph Holding GmbH > Harzweg 10 > D 34225 Baunatal > > Amtsgericht Kassel HRB 6548 > Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß > ------------------------------------- > Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm >

1 0

RV: [otrs] Email
by Carlos 25 Sep '07

25 Sep '07

-----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Felix J. Ogris Enviado el: Martes, 25 de Septiembre de 2007 09:14 a.m. Para: User questions and discussions about OTRS.org Asunto: Re: [otrs] Email Robert Aldridge (bamarob55(a)gmail.com) wrote: > It works fine. The message appears in the queue. So, how do I get > messages sent to 'otrs(a)domain.com <mailto:otrs@domain.com> ' to the OTRS server? You could use PostmasterPOP3.pl by enabling postmaster_pop3 as a cron job in $OTRS_HOME/var/cron. Via AdminPOP3 you can configure OTRS to fetch emails from the otrs POP3 inbox on your Exchange server. You could use fetchmail to fetch mails from your Exchange server via POP3(S) or IMAP(S) and procmail to pipe these mails through Postmaster.pl. You could use fetchmail to fetch mails from your Exchange server and inject them into your local sendmail/postfix/whatever. Your sendmail/postfix should have a /etc/alias entry for the local otrs user, which pipes mails through Postmaster.pl. You could configure your Exchange server to forward mails for the otrs system to your otrs box via SMTP directly. Then you have to activate the smtpd part of your sendmail/postfix installation and add a line in /etc/alias for the otrs user, which pipes mails through Postmaster.pl, too. Note that you might encounter permission problems (eg. on $OTRS_HOME/var/log/TicketCounter.log) when using /etc/alias & Postmaster.pl. I prefer methods 4, 1, <large gap>, 2 and 3, in that order :-) Felix _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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

Charset problem with LDAP
by Régis OBERLE 25 Sep '07

25 Sep '07

Hello, I'm currently setting up an OTRS demo server. I have a little problem which probably can make my demo less efficient. I'm retrieving customers from our LDAP (MS Active Directory). Every special character is displayed incorrectly. This only happens for LDAP source fields. Every other aspect of the frontend is correct. Here is my setup: OTRS 2.2.2 on Debian Etch DefautCharset is utf-8 (can be changed if needed, this is my last test) Mysql database is latin1 (can be changed if needed) MS Active Directory is ? (maybe iso-8859-1 but not sure. How can I verify ?) can probably not be changed for this demo purpose. Tried to change mysql to utf-8 using the following procedure: http://yoonkit.blogspot.com/2006/03/mysql-charset-from-latin1-to-utf8.html Also tried options SourceCharset => 'iso-8859-1', # incase LDAP/AD is iso-8859-1 like I think DestCharset => 'utf-8', With these options, customerid with special char are left blank on the user list. I'm not familiar with charset problems. Can you give me some help please ? Thank You Régis Oberlé

3 5

What is more faster for otrs: MySQL or PostgreSQL
by Rodriguez Garcia, Jose Luis 25 Sep '07

25 Sep '07

I am doing the installation of a otrs server on a Solaris box, and I will like to know what is the faster of these dabase servers for OTRS: MySQL or PostgreSQL. Jose Luis Rodriguez

7 8

Upgrade 1.3 -> 2.2
by Gilles Massen 25 Sep '07

25 Sep '07

Hello, I'm planning a major upgrade, form 1.3.2 to the current version. And I'm wondering if this is going to work... I don't care about the configuration files, I could easily apply any modification to the config files that come with the new version. But what about the database and the tickets (stored on the filesystems)? Are these going to survive? Is it enough to apply the DB-upgrade scripts, and everyone is happy? Any comments, thoughts or pas experiences would be appreaciated. Best regards, Gilles -- Fondation RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

3 3

error creating tickets (tickets created without artciles)
by Gabriele D'Andrea 25 Sep '07

25 Sep '07

HI everybody, last week I experienced a strange behavoiur of OTRS. One of our agents had problems creating new Phone Tickets: he received an error and the follwing entries were logged Sep 19 21:01:06 otrs OTRS-CGI-10[7579]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2007091910000061/Carlo Frilli] created (TicketID=845,Queue=MeLi,Priority=3 medium,State=closed successful) Sep 19 21:01:06 otrs OTRS-CGI-10[7579]: [Error][Kernel::System::Ticket::Article::ArticleCreate][Line:84]: Need SenderTypeID! Sep 19 21:01:29 otrs OTRS-CGI-10[7545]: [Error][Kernel::System::Ticket::Article::ArticleLastCustomerArticle][Line:974]: No article found for TicketID 845! Sep 19 21:01:34 otrs OTRS-CGI-10[7545]: [Error][Kernel::System::Ticket::Article::ArticleLastCustomerArticle][Line:974]: No article found for TicketID 845! So he had to recreate the tickets. When I came back to work, I found a bunch of error logs like those posted before. I made a research for tickets created in the last day, and I found good tickets and corrupt tickets: I mean that corrupt tickets were displayed without ticket number and with an error (I'm sorry I didn't take a snapshot). The error log showed the following entry, repeated for each corrupt ticket: Sep 19 21:05:12 otrs OTRS-CGI-10[7579]: [Error][Kernel::System::Ticket::Article::ArticleLastCustomerArticle][Line:974]: No article found for TicketID 848! However I restarted the server and created some test tickets, that were correctly created. But the error "No article found for ticket ID xxx" was still occuring . So I inspected the database, and found that some tickets where created without article. Then I manually purged the db deleting the orphaned entries from the tables ticket and ticket_history. Now it all came back to normality, and the system works fine. It just happened that otrs could not create artciles, but I don't know why. Any idea about it? Gab

1 0

Migrate OTRS from PostgreSQL to MySQL
by Oliver Hitz 25 Sep '07

25 Sep '07

Hi all Has anybody ever migrated an OTRS installation from PostgreSQL to MySQL? Any hints? Thanks in advance Oliver

1 0

Re: [otrs] Re: LDAP Authentication using Microsoft Active Directory server
by Robert Aldridge 24 Sep '07

24 Sep '07

Thanks for the suggestion, Edward. Changing the SearchUserDN to <username>@<domain> continues to work for the agent login. I still haven't been able to get the customer login working. Any hints? Here's my current LDAP portion of Config.pm: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = ' ldapserver.domain.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Group of Users,dc=domain,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'OTRS(a)domain.com<OTRS(a)tsteel.com> '; $Self->{'AuthModule::LDAP::SearchUserPw'} = '********'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = ' ldapserver.domain.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Group of Users,dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'OTRS(a)domain.com<OTRS(a)tsteel.com>'; $Self->{'Customer::AuthModule::LDAP::SearchUserPW'} = '********'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => ' ldapserver.domain.com', BaseDN => 'ou=Group of Users,dc=domain,dc=com', SSCOPE => 'sub', AlwaysFilter => '(&(sAMAccountName=*)(mail=*))', UserDN => 'OTRS(a)domain.com <OTRS(a)tsteel.com>', UserPW => '********', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstName', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastName', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], ], }; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify initial # user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; On 9/21/07, Edward Kovarski < edward.kovarski(a)groupkae.com> wrote: > > > Robert, > > You may also try <username>@<domain> which is the new Microsoft style > for specifying users within domains. This is what we use in > configuration... > > Ed > > On 21-Sep-07, at 2:48 PM, Robert Aldridge wrote: > > > Finally got it working... > > > > I changed every entry of: > > > > 'cn=OTRS Admin,ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com'; > > > > to: > > > > 'tsteel\OTRS' > > > > and, to pull user data to the local DB, I added: > > > > # UserSyncLDAPMap > > # (map if agent should create/synced from LDAP to DB after login) > > $Self->{UserSyncLDAPMap} = { > > # DB -> LDAP > > Firstname => 'givenName', > > Lastname => 'sn', > > Email => 'mail', > > }; > > > > # UserSyncLDAPGroups > > # (If "LDAP" was selected for AuthModule, you can specify initial > > # user groups for first login.) > > $Self->{UserSyncLDAPGroups} = [ > > 'users', > > ]; > > > > > > Perhaps this will help someone else who's trying to set OTRS up > > with Microsoft Active Directory. > > > > Thanks, > > > > Robert Aldridge > > > > > > > > On 9/21/07, Robert Aldridge <bamarob55(a)gmail.com> wrote: Hi folks, > > > > First let me say that OTRS appears to be a great product! Kudos to > > the developers! > > > > We are in the process of evaluating our options for a helpdesk/ > > trouble-ticket system. I would really like to give OTRS a good > > evaluation, but I'm having some problems. Our chosen solution must > > be able to authenticate users (both agents and customers) via > > Microsoft Active Directory. It appears that this is possible, but > > I've yet to have any success. I'll outline the steps I've taken > > and solicit any input from the community. > > > > OTRS is working fine when authenticating against it's own > > database. Here's what I've done to try to authenticate against AD: > > > > I edited Kernel/Config.pm and added: > > > > <begin additions to Config.pm> > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > $Self->{'AuthModule::LDAP::Host'} = ' lincoln.tsteel.com'; > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Tuscaloosa - Sheet > > Mill,dc=tsteel,dc=com'; > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS > > Admin,ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com'; > > $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; > > > > $Self->{'Customer::AuthModule'} = > > 'Kernel::System::CustomerAuth::LDAP'; > > $Self->{'Customer::AuthModule::LDAP::Host'} = ' > > lincoln.tsteel.com'; > > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Tuscaloosa > > - Sheet Mill,dc=tsteel,dc=com'; > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS > > Admin,ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com'; > > $Self->{'Customer::AuthModule::LDAP::SearchUserPW'} = 'password'; > > > > $Self->{CustomerUser} = { > > Module => 'Kernel::System::CustomerUser::LDAP', > > Params => { > > Host => ' lincoln.tsteel.com ', > > BaseDN => 'ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com', > > SSCOPE => 'sub', > > UserDN => 'cn=OTRS Admin,ou=Tuscaloosa - Sheet > > Mill,dc=tsteel,dc=com', > > UserPW => 'password', > > }, > > CustomerKey => 'sAMAccountName', > > CustomerID => 'mail', > > CustomerUserListFields => 'sAMAccountName', 'cn', 'mail', > > CustomerUserSearchFields => 'sAMAccountName', 'cn', 'mail', > > CustomerUserPostMasterSearchFields => 'mail', > > CustomerUserNameFields => 'givenname', 'sn', > > Map => [ > > [ 'UserFirstName', 'Firstname', 'givenname', 1, 1, 'var' ], > > [ 'UserLastName', 'Lastname', 'sn', 1, 1, 'var' ], > > [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], > > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > > ], > > }; > > > > <end additions to Config.pm> > > > > > > On my AD box, I ran: ldifde -f users.ldf -d "OU=Tuscaloosa - Sheet > > Mill,dc=tsteel,dc=com" -r "<objectClass=user>" > > > > Which returned a listing of all users in the Tuscaloosa - Sheet > > Mill org unit. Within the users.ldf file (output from the above > > command), there's an entry for OTRS Admin: > > > > <begin snippet from users.ldf> > > > > dn: CN=OTRS,OU=Tuscaloosa - Sheet Mill,DC=tsteel,DC=com > > changetype: add > > objectClass: top > > objectClass: person > > objectClass: organizationalPerson > > objectClass: user > > cn: OTRS > > sn: Admin > > givenName: OTRS > > distinguishedName: CN=OTRS,OU=Tuscaloosa - Sheet > > Mill,DC=tsteel,DC=com > > instanceType: 4 > > whenCreated: 20070920125829.0Z > > whenChanged: 20070921135825.0Z > > displayName: OTRS > > uSNCreated: 8512826 > > uSNChanged: 8549454 > > name: OTRS > > objectGUID:: po7FpWyIxEWWQeiUc9XMwA== > > userAccountControl: 66048 > > badPwdCount: 0 > > codePage: 0 > > countryCode: 0 > > badPasswordTime: 128347689772801250 > > lastLogoff: 0 > > lastLogon: 128347693211238750 > > pwdLastSet: 128347667099207500 > > primaryGroupID: 513 > > objectSid:: AQUAAAAAAAUVAAAApR5XA/l+DSsgfDsl4xwAAA== > > accountExpires: 9223372036854775807 > > logonCount: 0 > > sAMAccountName: OTRS > > sAMAccountType: 805306368 > > userPrincipalName: OTRS(a)tsteel.com > > objectCategory: > > CN=Person,CN=Schema,CN=Configuration,DC=tsteel,DC=com > > dSCorePropagationData: 20070921135825.0Z > > dSCorePropagationData: 20070921135825.0Z > > dSCorePropagationData: 20070921135825.0Z > > dSCorePropagationData: 20070921131751.0Z > > dSCorePropagationData: 16010108151056.0Z > > lastLogonTimestamp: 128347680934676250 > > > > > > <end snippet from users.ldf> > > > > > > With this configuration, when I attempt to login as an agent using > > my username (which I know is valid in AD), it errors out with: > > > > Login failed! Your username or password was entered incorrectly. > > > > And, when I revert the Config.pm back (so I can log in) and check > > the system log, I see: > > > > User: raldridge authentication failed, no LDAP entry found! > > BaseDN='ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com', > > Filter='(sAMAccountName=raldridge)', (REMOTE_ADDR: 10.1.1.50). > > > > Any help would be greatly appreciated. > > > > Thanks, > > > > Robert Aldridge > > > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support or consulting for your OTRS system? > > => http://www.otrs.com/ > >

4 8

Hide tickets that are waiting
by Mikkel Nielsen 24 Sep '07

24 Sep '07

Hi list! When i choose to set a ticket as "waiting" and give in a date, how do i manage this ticket to be hidden until the given date? Btw. Is there a english forum and/or tecnical-faq for otrs somewhere? -- Best regards Mikkel Robin Nielsen WorldWeb Interactive A/S Idyl 9A DK-6000 Kolding Tlf: +45 70 213 214 Fax: +45 70 213 215

4 8

RE: Ticket generation
by Dimitrios Gerasimatos 24 Sep '07

24 Sep '07

> Date: Sun, 23 Sep 2007 18:24:30 -0500 > From: "Carlos" <forums(a)grupocash.com.mx> > Subject: RE: [otrs] Ticket generation > To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> > Message-ID: <20070923232503.0C3B21D1F0(a)osser.otrs.com> > Content-Type: text/plain; charset="iso-8859-1" > > Hi Dimitri, > Just log in as admin and set up the Ticket Number Generator and the > System > ID. > The generator is year+month+day+systemid+counter. > > Go to admin area, then to the sysconfig panel. > > Select Ticket -> Core:: Ticket and modify the Ticket Number Generator > you can select "autoincrement" to back to your original format. > > Select Framework -> Core where de System ID is. > > Carlos > México This is great and I was able to get it to work! However, there is a lot of information in SysConfig. Where is this documented? I also learned about $OTRS/var/log/TicketCounter.log but I could not find info about it in the docs either. (I searched the list archives.) Am I missing configuration documentation somewhere? The basic docs do describe each module but it's hard to understand how they all tie together sometimes. 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

2 1

Freetext fields and user input
by Partington, Eric 24 Sep '07

24 Sep '07

Firstly thanks for an excellent product. The forums have helped solve many problems for me. Here is my problem: I am running otrs 2.2.3 on RHEL5, I have created a number of freekey and ticket fields which show up on the compose and zoom parts of the queue view. I can create the drop down lists to enter the predefined text that I set. I would like to do the opposite an allow user input to these fields like the employee ID or time fields. I would like to create fields for IP, DNS name and a few other things that could be input by the user on request forms that I could then search for or draw metrics on a monthly basis. Is there a way to do this or enable this in OTRS or one of its plugins like ITSM or Sirios? Thanks for your time, Eric Partington _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

1 0

Ticket generation
by Dimitrios Gerasimatos 23 Sep '07

23 Sep '07

I recently upgraded from 1.1.3 to 2.2.3 without many problems. However, on the old system my ticket numbers had the form like 107695 and on the new system the ticket numbers are more like 2007092310000016, which I assume is the year, month, date, system ID, and ??? I dunno what. 1. What does the above number represent? 2. How can I make the generation of ticket numbers closer to the previous method? (It's okay if they roll over after 999,999.) I checked the docs and the source itself and I cannot figure out what OTRS is doing or why the behavior changed. Thanks! 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

2 1

Request/Idea: Archive mail in OTRS from Thunderbird / Other pluggable mail client
by Håvard Sørli 22 Sep '07

22 Sep '07

I have a proposal for a local mail client addon thats make it possible to easy post a local mail as a case in OTRS. The idea came from this plugin: SuperOffice Mail Link by Anders Fahlstrom Archive mail in SuperOffice CRM software from Thunderbird https://addons.mozilla.org/en-US/thunderbird/addon/3464 I often find my self cutting and pasting from my mail client to a new case in OTRS. It would be nice if it was closer integrated. It should be crossplatform (windows/linux ++) I'm not sure how we could do this. Please, give your suggestions. -- HS

6 11

LDAP Authentication using Microsoft Active Directory server
by Robert Aldridge 21 Sep '07

21 Sep '07

Hi folks, First let me say that OTRS appears to be a great product! Kudos to the developers! We are in the process of evaluating our options for a helpdesk/trouble-ticket system. I would really like to give OTRS a good evaluation, but I'm having some problems. Our chosen solution must be able to authenticate users (both agents and customers) via Microsoft Active Directory. It appears that this is possible, but I've yet to have any success. I'll outline the steps I've taken and solicit any input from the community. OTRS is working fine when authenticating against it's own database. Here's what I've done to try to authenticate against AD: I edited Kernel/Config.pm and added: <begin additions to Config.pm> $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'lincoln.tsteel.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Admin,ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'lincoln.tsteel.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Admin,ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPW'} = 'password'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'lincoln.tsteel.com', BaseDN => 'ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com', SSCOPE => 'sub', UserDN => 'cn=OTRS Admin,ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com', UserPW => 'password', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => 'sAMAccountName', 'cn', 'mail', CustomerUserSearchFields => 'sAMAccountName', 'cn', 'mail', CustomerUserPostMasterSearchFields => 'mail', CustomerUserNameFields => 'givenname', 'sn', Map => [ [ 'UserFirstName', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastName', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], ], }; <end additions to Config.pm> On my AD box, I ran: ldifde -f users.ldf -d "OU=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com" -r "<objectClass=user>" Which returned a listing of all users in the Tuscaloosa - Sheet Mill org unit. Within the users.ldf file (output from the above command), there's an entry for OTRS Admin: <begin snippet from users.ldf> dn: CN=OTRS,OU=Tuscaloosa - Sheet Mill,DC=tsteel,DC=com changetype: add objectClass: top objectClass: person objectClass: organizationalPerson objectClass: user cn: OTRS sn: Admin givenName: OTRS distinguishedName: CN=OTRS,OU=Tuscaloosa - Sheet Mill,DC=tsteel,DC=com instanceType: 4 whenCreated: 20070920125829.0Z whenChanged: 20070921135825.0Z displayName: OTRS uSNCreated: 8512826 uSNChanged: 8549454 name: OTRS objectGUID:: po7FpWyIxEWWQeiUc9XMwA== userAccountControl: 66048 badPwdCount: 0 codePage: 0 countryCode: 0 badPasswordTime: 128347689772801250 lastLogoff: 0 lastLogon: 128347693211238750 pwdLastSet: 128347667099207500 primaryGroupID: 513 objectSid:: AQUAAAAAAAUVAAAApR5XA/l+DSsgfDsl4xwAAA== accountExpires: 9223372036854775807 logonCount: 0 sAMAccountName: OTRS sAMAccountType: 805306368 userPrincipalName: OTRS(a)tsteel.com objectCategory: CN=Person,CN=Schema,CN=Configuration,DC=tsteel,DC=com dSCorePropagationData: 20070921135825.0Z dSCorePropagationData: 20070921135825.0Z dSCorePropagationData: 20070921135825.0Z dSCorePropagationData: 20070921131751.0Z dSCorePropagationData: 16010108151056.0Z lastLogonTimestamp: 128347680934676250 <end snippet from users.ldf> With this configuration, when I attempt to login as an agent using my username (which I know is valid in AD), it errors out with: Login failed! Your username or password was entered incorrectly. And, when I revert the Config.pm back (so I can log in) and check the system log, I see: User: raldridge authentication failed, no LDAP entry found!BaseDN='ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com', Filter='(sAMAccountName=raldridge)', (REMOTE_ADDR: 10.1.1.50). Any help would be greatly appreciated. Thanks, Robert Aldridge

2 2

Adding "Move To Queue" to the Reply window?
by Brian Whalley 21 Sep '07

21 Sep '07

Hi everyone, Thanks for the great product and awesome community support- Really a hit for us. We've discovered a lot of great features through this mailing list that have saved us a lot of time and effort. Is there a way to move a ticket to a new queue while replying to it? We've just discovered Sub-Queues, and have implemented several to help us sort our tickets. It seems that we can only change the queue while "zoomed" on a ticket however, or while using the bulk-action tool. There's no queue dropdown on the Reply page. Is there a way to get this, or to add something to allow us to specify this without needing to go to another screen to click? We are using OTRS 2.1.5. Thank you very much! Brian OurStage.com

1 0

Question about documentation
by Henry Verbeek 21 Sep '07

21 Sep '07

Hi All, I am trying to implement the nl.pm into Otrs but can't find any doc's about it. The website tells me that it is documented but no luck here. Ho can give me an hint or two. Thnx in advance. -- Yours, Henry

5 5

AW: [otrs] Problem with LDAP auth -Need CustomerID!!!
by Pascal Rebsamen 21 Sep '07

21 Sep '07

Hi Kurt, PERFECT, that was the right hint! Thanks for helping me! ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Kurt OConnor Gesendet: Donnerstag, 20. September 2007 18:19 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Problem with LDAP auth -Need CustomerID!!! All right, heres what I see. You set the LDAP Params twice and I didn't need them at all. You need to replace every instance of 'uid' with 'sAMAccountName.' I also had to layout the username differently. Thats just what I see. # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'Active Directory', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'ADServer.domainname.com', BaseDN => 'dc=domainname,dc=com', SSCOPE => 'sub', UserDN => 'cn=ADUsername,ou=users,dc=domainname,dc=com', UserPw => 'password', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # admin can't change customer preferences AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Kurt O'Connor Linn State Technical College kurt.oconnor(a)linnstate.edu 573-897-5275 ---------------------------------------------------------- ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pascal Rebsamen Sent: Thursday, September 20, 2007 4:52 AM To: User questions and discussions about OTRS.org Subject: [otrs] Problem with LDAP auth -Need CustomerID!!! hi, i'm searching now 3 hrs and can't find the error. i did the setup for ldap auth in the config.pm. The LDAP Auth. works, but after the logon, i receive the following error: Fehler: Need CustomerID!!! Kommentar: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Sep 20 11:42:08 2007 Message: Need CustomerID!!! Traceback (4519): Module: Kernel::Output::HTML::Layout::CustomerError (v1.48) Line: 3308 Module: Kernel::Modules::CustomerTicketOverView::Run (v1.42) Line: 72 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20) Line: 704 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.37) Line: 47 My config: # ######################################################### # CUSTOMER Auth # ######################################################### # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'MeinDC'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=company,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) #$Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; #$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) #$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) # # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'domain\username'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(mail=*)'; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # # ldap host Host => 'meinDC', # # ldap base dn BaseDN => 'ou=company,o=local', # # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'domain\user', UserPw => 'meinpassword', # # in case you want to add always one filter to each ldap query, use # # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(mail=*)', # # 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) SourceCharset => 'utf-8', DestCharset => 'utf-8', # # die if backend can't work, e. g. can't connect to server Die => 1, # # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # # customer uniq id CustomerKey => 'uid', # # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # # add a ldap filter for valid users (expert setting) # # CustomerUserValidFilter => '(!(description=gesperrt))', # # admin can't change customer preferences AdminSetPreferences => 0, # # cache time to life in sec. - cache any ldap queris CacheTTL => 0, Map => [ # # note: Login, Email and CustomerID needed! # # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], };

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Help With Creating/Modifying Tickets
by David Pollard 21 Sep '07

21 Sep '07

I fell into that trap too. Iirc, what you need to do is to associate the SLA to the customer user. IOW, each customer user can have different SLAs linked to them. hth dp

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AW: [otrs] Re: otrs.org down
by Buechling, Thomas 21 Sep '07

21 Sep '07

no the server was down the whole morning.. and i didn't receice mails form the mailing list for about 20 hours... -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Markus Nagel Gesendet: Freitag, 21. September 2007 11:37 An: otrs(a)otrs.org Betreff: [otrs] Re: otrs.org down Perhaps I was a little too unconscious, Now everything works again Markus Nagel schrieb: > Hello folks, > I try to take a look at otrs.org or its subdomains, but nothing happens. > Although I can ping it. > Is there a problem wit the webserver? > Regards > > Markus Nagel > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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otrs.org down
by Markus Nagel 21 Sep '07

21 Sep '07

Hello folks, I try to take a look at otrs.org or its subdomains, but nothing happens. Although I can ping it. Is there a problem wit the webserver? Regards Markus Nagel

1 1

Problem with LDAP auth -Need CustomerID!!!
by Pascal Rebsamen 20 Sep '07

20 Sep '07

hi, i'm searching now 3 hrs and can't find the error. i did the setup for ldap auth in the config.pm. The LDAP Auth. works, but after the logon, i receive the following error: Fehler: Need CustomerID!!! Kommentar: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Sep 20 11:42:08 2007 Message: Need CustomerID!!! Traceback (4519): Module: Kernel::Output::HTML::Layout::CustomerError (v1.48) Line: 3308 Module: Kernel::Modules::CustomerTicketOverView::Run (v1.42) Line: 72 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20) Line: 704 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.37) Line: 47 My config: # ######################################################### # CUSTOMER Auth # ######################################################### # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'MeinDC'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=company,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) #$Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; #$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) #$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) # # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'domain\username'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(mail=*)'; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # # ldap host Host => 'meinDC', # # ldap base dn BaseDN => 'ou=company,o=local', # # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'domain\user', UserPw => 'meinpassword', # # in case you want to add always one filter to each ldap query, use # # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(mail=*)', # # 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) SourceCharset => 'utf-8', DestCharset => 'utf-8', # # die if backend can't work, e. g. can't connect to server Die => 1, # # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # # customer uniq id CustomerKey => 'uid', # # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # # add a ldap filter for valid users (expert setting) # # CustomerUserValidFilter => '(!(description=gesperrt))', # # admin can't change customer preferences AdminSetPreferences => 0, # # cache time to life in sec. - cache any ldap queris CacheTTL => 0, Map => [ # # note: Login, Email and CustomerID needed! # # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], };

2 1

(no subject)
by pri pri 20 Sep '07

20 Sep '07

hi all i am using OTRS version 2.2.1.002 which seems have few bugs. the perl.exe and httpd.exe keeps failing. i would like to upgrade to a bug free version. i would like to know if there is any way i can upgrade the system by not losing any of my existing data. should i perform any backup or is there a way to upgrade directly. i am using OTRS on windows small business server 2003. thank you _________________________________________________________________ Download the latest version of Windows Live Messenger NOW! http://get.live.com/en-ie/messenger/overview

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RE: [otrs] Customer Change Option without using Zoom
by Dan King 20 Sep '07

20 Sep '07

Hi Justin, One option is the method Laurent mentions. Another method would be to add your own custom field in sysconfig instead of changing how one of the defaults works. Another option is to add a custom field in sysconfig under Frontend::Agent::Ticket::MenuModulePre. The code must be added in Ticket.xml under the Kernel/Config/Files directory. The second method allows you to create the functionality you need without removing any of the existing functionality that you may want for future needs. If you have any questions on the code to add in Ticket.xml just send me a personal email. 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 <http://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. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent Minost Sent: August 7, 2007 10:45 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Customer Change Option without using Zoom Hi Justin, I think you should be able to customize/configure this through SysConfig Frontend::Agent::Ticket::MenuModulePre. It seems links appearing in QueueView for Tickets are defined there so maybe you will be able to add a new one like ##470 :) or even use an existing one such as Spam or Delete (unabled by default it seems). Best regards, Laurent Le mardi 07 août 2007 à 15:01 +0100, justinjohnson(a)f2s.com a écrit : Hi All, Is there a quick and easy way of having the customer option on queueview rather than having to to go zoom first? Thanks Justin _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

3 2

Always returning to FAQ after compose?
by Brice Figureau 20 Sep '07

20 Sep '07

Hi, We are running OTRS 2.1.6 with the latest available FAQ module for this platform. Beofre this version (it was on OTRS 2.0 I guess), clicking on the FAQ link while composing a response to a Ticket would bring the faq content, and then clicking on cancel, and later on Close ticket from the compose screen, we were always returning to the Queue View. Now with this version, after closing the ticket in the response we are always transported to the home page of the FAQ system. Not using the FAQ while composing a message does the right thing. If it's not a bug, is there a settings somewhere to always return to the Queue View after compose ? Thanks, -- Brice Figureau <brice+otrs(a)daysofwonder.com>

1 0

Howto move the signature in responses
by Mikkel Nielsen 20 Sep '07

20 Sep '07

Hi list. Im trying to found out how to move the signature up above the quote from the orginal messeges in my responses. Is there any way to do this. -- Best regards Mikkel Robin Nielsen Support manager WorldWeb Interactive A/S Idyl 9A DK-6000 Kolding Tlf: +45 70 213 214 Fax: +45 70 213 215

4 5

RE: [otrs] wrong encoding after update to v2.2.3
by Dan King 20 Sep '07

20 Sep '07

Oh sorry, I added the lines in my httpd.conf file for apache. Anywhere in the file should work. I guess by default perl does not take your OS's environment variables so occasionally you have to set them in the httpd.conf file. There is a way for it to take the OS's environment variables but I am unsure how that is done. 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 Alexander Scholler Sent: September 19, 2007 9:00 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] wrong encoding after update to v2.2.3 Hi Dan, Dan King schrieb: > Hey, I had a problem dealing with encoding before and I had to set a Perl Environment Variable so it knew about which encoding to use. You could try that, the code I used is below: > > PerlSetEnv environment_Variable value > PerlPassEnv environment_Variable > Thank you for you response. I'm no perl-guru. Please tell me where/who I have to aplly the Env-variable. > 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 > Bye, Alex > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

2 2

AW: [otrs] Standard Types and Queues
by Buechling, Thomas 20 Sep '07

20 Sep '07

Now there is no "-" at the Type Selection. But at Queue Selection there is still a "-" and i dont know how to delte it..There is no more Option like "PossibleNone"... any Ideas!? Thank You! -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Buechling, Thomas Gesendet: Montag, 17. September 2007 15:32 An: User questions and discussions about OTRS.org Betreff: AW: [otrs] Standard Types and Queues Hey! i have now modified the code.. For those who don't knwo where to do that: in the .dtl-File the phone-Ticket-Type is described as: <td class="contentkey">$Text{"Type"}:</td> <td class="contentvalue"> $Data{"TypeStrg"}</td> This leads for example to Kernel\Modules\AgentTicketPhone.pm : # build type string if ($Self->{ConfigObject}->Get('Ticket::Type')) { $Param{'TypeStrg'} = $Self->{LayoutObject}->BuildSelection( Data => $Param{Types}, Name => 'TypeID', SelectedID => $Param{TypeID}, PossibleNone => 1, Sort => 'AlphanumericValue', Translation => 0, OnChange => "document.compose.ExpandCustomerName.value='3'; document.compose.submit(); return false;", ); $Self->{LayoutObject}->Block( Name => 'TicketType', Data => {%Param}, ); } There you have to change PossibleNone => 0, -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Laurent Minost Gesendet: Mittwoch, 12. September 2007 14:20 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Standard Types and Queues Hi, I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one... Didn't find a solution so I modified source code for it to avoid adding "-" entry. Maybe it's the same for you. If you find a solution or modify the code, I will be interested by your final resolution :) Thanks. BR, Laurent MINOST Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas a écrit : Hallo! i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig... Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling(a)rudolph-log.de http://www.rudolph-log.de <http://www.rudolph-log.de/> http://www.logeon.net <http://www.logeon.net/> -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm

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Software Error
by Maurice James Ny 19 Sep '07

19 Sep '07

Does anyone know what this error is? I get this when ever I try to send an email from an open ticket. Modification of a read-only value attempted at /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Net/DNS/Question.pm

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Help With Creating/Modifying Tickets
by Howey, Stephen 19 Sep '07

19 Sep '07

I have a question about tickets I am using OTRS:ITSM 1.0.1 and am trying to use the Type, Service, and SLA fields but the types listed for creating tickets don't match the types that were on the SLA or Service management screens and I can't select any SLA's or Services when creating the tickets. Is there a way to fix this or maby tell me what I am doing wrong that I can't select those fields?

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AgentTicketCustomer not registered in Kernel/Config.pm!
by Scott Plough 19 Sep '07

19 Sep '07

Error: Module Kernel::Modules::AgentTicketCustomer not registered in Kernel/Config.pm! Can any one help me with this error. What do I need to add to Config.pm to get this to go away. I get this error when I click on the CustomerID "email" link in a ticket. Thanks Scott

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Ticket State After Pending + "Clock not running" state
by David Pollard 19 Sep '07

19 Sep '07

A couple of questions............. 1. Is it possible to set the ticket state that a ticket goes into after its pending period to "Open" ? 2. Do any of the "states" stop the clock running from an ITIL perspective. ie we don't want the clock to run when the ticket is "awaiting customer" for example ? Any help gratefully received. Thanks + Vielen Dank dp

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RE: [otrs] wrong encoding after update to v2.2.3
by Dan King 19 Sep '07

19 Sep '07

Hey, I had a problem dealing with encoding before and I had to set a Perl Environment Variable so it knew about which encoding to use. You could try that, the code I used is below: PerlSetEnv environment_Variable value PerlPassEnv environment_Variable 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 Alexander Scholler Sent: September 19, 2007 7:45 AM To: User questions and discussions about OTRS.org Subject: [otrs] wrong encoding after update to v2.2.3 Hi, I have a big problem - just migrated to v2.2.3 running in utf-8. Now, mails sent out are iso-encoded, and the mail-header claims the mail to be utf-8-encoded. So Umlauts are displayed wrong. If I manually set my mail-client to ISO, the mail is displayed correct. This is new since v2.2.x, didn't had problems in v2.1.x Urgend help necessary. Bye, Alex _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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wrong encoding after update to v2.2.3
by Alexander Scholler 19 Sep '07

19 Sep '07

Hi, I have a big problem - just migrated to v2.2.3 running in utf-8. Now, mails sent out are iso-encoded, and the mail-header claims the mail to be utf-8-encoded. So Umlauts are displayed wrong. If I manually set my mail-client to ISO, the mail is displayed correct. This is new since v2.2.x, didn't had problems in v2.1.x Urgend help necessary. Bye, Alex

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Customer company not on the Customer list
by Agim Cami 19 Sep '07

19 Sep '07

"Customer Company" are not really treated as "Customer Users". Example: if you want to create a Phone-Ticket or Email-Ticket the displayed customers are Customer Users only. Is any possibility to include in the dislplayed list the "Customer Company" also? -- Agim Cami

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Auto-Reponses to Customers
by Kurt OConnor 19 Sep '07

19 Sep '07

All of our auto-responses to customers have the default "From" address, OTRS System. I thought I had disabled this address by making it invalid through the Admin Interface and adding our our own. The crazy thing is that all auto-responses to admins has the new address in the "From". Ha ha, its crazy, I would care at all if it were the other way around and admins getting messages from OTRS System. Kurt O'Connor Linn State Technical College kurt.oconnor(a)linnstate.edu 573-897-5275 ---------------------------------------------------------- NOTE: This e-mail transmission may contain confidential information. If you are not the intended recipient, employee or agent responsible for delivering this information to the intended recipient, unauthorized disclosure, copying, distribution or use of the contents of this transmission is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and delete it from your computer. Thank you for your compliance.

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Setting up Aspell (windows XP) to work with OTRS
by * ProfitGrabber Support* 19 Sep '07

19 Sep '07

Disregard this question, I got it to work, my path was dead ending, I needed to add /aspell , I had it going to just /bin. Barry Keyles Lead ProfitGrabber Support Turn-Key Systems 480.598.2030

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Setting up Aspell (windows XP) to work with OTRS
by * ProfitGrabber Support* 19 Sep '07

19 Sep '07

I have ASpell loaded already (use it with opera), how to I get OTRS to use it. I tried adding the full filepath in sysconfig, but still doesn't work, zero errors found always. Barry Keyles Lead ProfitGrabber Support Turn-Key Systems 480.598.2030

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Help.. phpmyadmin cant import my sql dump
by * ProfitGrabber Support* 18 Sep '07

18 Sep '07

Thanks for pointing me in the right direction. I did end up using phpmyadmin, as I had already made the size changes to PHP. The problem was mysql though. Adding : [mysqld] max_packet_size=50m to the my.ini file was the fix. Thank you for the help. >You need to raise the max_allowed_packet for both the server and the >client. And then don't go through phpMyAdmin or you'll also have to >deal with a PHP's memory/upload/etc. limits. On Linux I'd set a big >enough value for max_packet_size (say, 50M) in /etc/my.cnf (don't >know where you'd do this on Windows), restart the MySQL server and >then issue a command like this: # mysql --max_allowed_packet=50M db_name < db_dump.sql >If the dump file contains a CREATE statement you leave out the >db_name of the command (as it doesn't exist yet, but the dump file >will create it). See the 'Packet too large' docs: <http:// >dev.mysql.com/doc/refman/5.0/en/packet-too-large.html>. I guess the >procedure is mostly the same on Windows. Barry Keyles

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RE: otrs Digest, Vol 50, Issue 29
by Andrew Meyer 18 Sep '07

18 Sep '07

I don't think I want to create my own theme, but I want to add something to the OTRS link at the top of the page. I'm not sure what page to edit. Please let me know if you need more information. Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868 Message: 1 Date: Tue, 18 Sep 2007 11:52:00 +0200 From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> Subject: Re: [otrs] editing the front end To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <9989476A-CFE4-4F7D-9D4E-15F66121F397(a)lemonbit.nl> Content-Type: text/plain; charset="us-ascii" Andrew Meyer wrote: > I was wondering, if I wanted to make some changes to the frontend. > What files would I need to edit. If someone could point me to the > right spot in the docs that would be great too. Chapter 14. Creating own themes <http://doc.otrs.org/2.2/en/html/ c1784.html> Chapter 15. Localization of the OTRS frontend <http://doc.otrs.org/ 2.2/en/html/c1810.html> Nils Breunese.

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Help.. phpmyadmin cant import my sql dump
by * ProfitGrabber Support* 18 Sep '07

18 Sep '07

The info from link was over my head. I did try ini change you suggested. I made the change in my.ini file. I set it to a size larger than the dump file (file is 29m I set it to 31m). I still can not import using phpmyadmin. I have been told phpmyadmin has trouble with large file. Is there another gui program I can use, or can someone please provide the mysql command I can use in windows command prompt. -barry > I¹m sure in windows the file is still called my.ini and is probably > somewhere near where it was installed. > > Follow this and you may get more info on how to do it: > http://lists.mysql.com/mysql/204790 > > HTH, > Andy

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Help.. phpmyadmin cant import my sql dump
by * ProfitGrabber Support* 18 Sep '07

18 Sep '07

I followed upgrade instructions for 2.2.3 and backed up my DB using PHPMYADMIN. I completed upgrade and now it is time to reimport the dump and I can't. Looks like my dump is too big for phpmyadmin import. I tried mysql Administrator and that said it couldn't restore mysqldumps. Please help. I am running on windows xp (used otrs win32 installer) on my internal network. I know next to nothing about Mysql so please provide detailed instruction on how to get this dump into the new database. Mysql has default login (root) and no password if that helps. Barry

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Re: [otrs] Define different freetext field for differens queues?
by Sebastian Schedlbauer 18 Sep '07

18 Sep '07

Hi, Regrettably this is not an option. Since we hab already the specific country as main queue and the products as subqueue, we would have nearly 1000 queues in total, if we implement the category as queue! *Von:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Gesendet:* 18.09.07 11:54:33 *An:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Betreff:* Re: [otrs] Define different freetext field for differens queues? Sebastian Schedlbauer wrote: > Currently our OTRS uses freetext fields to define the type of > category (Tech, Billing, General, ...) > > Since we have different queues for all our product, it would be > desirable if we could have specific freetext fields for every > queue. For example one of our product has no billing support, so it > is senseless to have the "billing" freetextfield available here. > > > Any help or hints are welcome! Maybe you could use subqueues instead of freetext fields? Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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Define different freetext field for differens queues?
by Sebastian Schedlbauer 18 Sep '07

18 Sep '07

Dear all, Currently our OTRS uses freetext fields to define the type of category (Tech, Billing, General, ...) Since we have different queues for all our product, it would be desirable if we could have specific freetext fields for every queue. For example one of our product has no billing support, so it is senseless to have the "billing" freetextfield available here. Any help or hints are welcome! Thanks, Sebastian

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editing the front end
by Andrew Meyer 18 Sep '07

18 Sep '07

I was wondering, if I wanted to make some changes to the frontend. What files would I need to edit. If someone could point me to the right spot in the docs that would be great too. Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868

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Timeout while using Stats module
by Laurent Minost 17 Sep '07

17 Sep '07

Hi, Having some problems here while computing some stats with OTRS stats module. I made a customized stats form to allow us compute how many tickets are opened each month by each Customer Company's ID, if I try to run it on a year (01/01/2007 to 31/12/2007) and choose Print as output ( PDF output ) I get what I can probably call a "timeout" between 3 or 4 minutes when stats are computed returning me back with a 500 Internal server error. My webserver logs are giving me : [Mon Sep 17 17:03:14 2007] [error] [client 10.1.6.3] Premature end of script headers: index.pl, referer: http://otrs-test/otrs/index.pl?Action=AgentStats&Subaction=View&StatID=4 I can see in a 'show full processlist' mysql shell that a lot of queries are passed to MySQL, it seems to me that the process is taking long time to achieve and a timeout occurs before the end | 633 | otrs | localhost | otrs | Query | 0 | Copying to tmp table | SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , ticket_history th WHERE sq.id = st.queue_id AND st.id = th.ticket_id AND LOWER(st.customer_id) IN (LOWER('SENTOR') ) AND st.create_time <= '2007-01-31 23:59:59' AND st.create_time >= '2007-01-01 00:00:00' ORDER BY st.create_time_unix DESC LIMIT 100000000 | For informations, we have almost 3900 tickets on database and 125 Customer Companys. Has anyone already encountered such problems and/or see any things that could be set to avoid this behaviour please ? Thanks by advance for your answers and time. Best regards, Laurent MINOST

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otrs.org FAQ
by Maurice James Ny 17 Sep '07

17 Sep '07

Why isn't the FAQ on otrs.org ever updated? This is a question to the developers, or who ever can answer it

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Adding several stats to one report?
by Markus Uelzer 17 Sep '07

17 Sep '07

Hi, For our weekly reports to HQ i have to run some stats. Would it be possible to connect several stat files (xml) so that OTRS generates one PDF for me? Below you can find the stat for Germany. Just as an example, for England just the queue names would change, everything else would be the same. At the moment every country has it's own Stat in OTRS. But it would be really nice, if there is an option to add all xml files together to have OTRS generating one big report in one PDF. Maybe every country on a single page or something similar. Any help is appriciated! <?xml version="1.0" encoding="utf-8" ?> - <otrs_stats> <Cache>0</Cache> <Description>Total inquiries per week Germany</Description> <File /> <Format>Print</Format> <GraphSize>1200x800</GraphSize> <Object>Ticket</Object> <ObjectModule>Kernel::System::Stats::Dynamic::Ticket</ObjectModule> <Permission>stats</Permission> <StatType>dynamic</StatType> <SumCol>0</SumCol> <SumRow>1</SumRow> <Title>Total inquiries per week Germany</Title> <UseAsRestriction Element="CreateTime" Fixed="0" TimeStart="2007-09-01 00:00:00" TimeStop="2008-12-07 23:59:59" /> - <UseAsValueSeries Element="QueueIDs" Fixed="1"> <SelectedValues>Support Deutschland</SelectedValues> <SelectedValues>Support Deutschland::Tech</SelectedValues> <SelectedValues>Support Deutschland::Billing</SelectedValues> </UseAsValueSeries> - <UseAsXvalue Element="TicketFreeText1" Fixed="1"> <SelectedValues>Account</SelectedValues> <SelectedValues>Connection</SelectedValues> <SelectedValues>Misbehaviour</SelectedValues> <SelectedValues>Miscellaneous</SelectedValues> <SelectedValues>Technical</SelectedValues> </UseAsXvalue> <Valid>1</Valid> </otrs_stats> _______________________________________________________________________ Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. http://www.pc-sicherheit.web.de/startseite/?mc=022220

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AW: [otrs] Standard Types and Queues
by Buechling, Thomas 17 Sep '07

17 Sep '07

Hey! i have now modified the code.. For those who don't knwo where to do that: in the .dtl-File the phone-Ticket-Type is described as: <td class="contentkey">$Text{"Type"}:</td> <td class="contentvalue"> $Data{"TypeStrg"}</td> This leads for example to Kernel\Modules\AgentTicketPhone.pm : # build type string if ($Self->{ConfigObject}->Get('Ticket::Type')) { $Param{'TypeStrg'} = $Self->{LayoutObject}->BuildSelection( Data => $Param{Types}, Name => 'TypeID', SelectedID => $Param{TypeID}, PossibleNone => 1, Sort => 'AlphanumericValue', Translation => 0, OnChange => "document.compose.ExpandCustomerName.value='3'; document.compose.submit(); return false;", ); $Self->{LayoutObject}->Block( Name => 'TicketType', Data => {%Param}, ); } There you have to change PossibleNone => 0, -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Laurent Minost Gesendet: Mittwoch, 12. September 2007 14:20 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Standard Types and Queues Hi, I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one... Didn't find a solution so I modified source code for it to avoid adding "-" entry. Maybe it's the same for you. If you find a solution or modify the code, I will be interested by your final resolution :) Thanks. BR, Laurent MINOST Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas a écrit : Hallo! i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig... Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling(a)rudolph-log.de http://www.rudolph-log.de <http://www.rudolph-log.de/> http://www.logeon.net <http://www.logeon.net/> -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm

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[ITSM] Cannot change Ticket Service
by Denis Jedig 17 Sep '07

17 Sep '07

Hi all, after upgrading to 2.2.2 and OTRS:ITSM 1.0.2 I am expiriencing a strange problem that I cannot set the service of a ticket anymore To be able to set services at all, I had to populate the service_customer_user table beforehand. After doing so, I am able to define a service and an SLA when I create a ticket. But after it's created, I am unable to change it anymore - neither using the "priority" form nor other means in the interface (we have Ticket::Frontend::AgentTicketNote->Service enabled). Looking at the trace of the underlying database, I can confirm that there is simply no UPDATE statement changing the service_id field of the ticket table when there should be. Anyone any idea on what's going on? -- Denis Jedig syneticon networks GbR http://syneticon.net/service/

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How to create super customers ?
by Boris Ratak 17 Sep '07

17 Sep '07

Hi, I'm new to OTRS and I'm trying to configure it. I only have 1 customer company with it's own queue right now and I want to do this: -For average customer, only view his/her tickets -For two or three super customers (admins in the customer's company), be able to see all tickets of the company. I've read some doc and enabled the CustomerGroupSupport option, but it doesn't change, even when i set a customer rw in the good queue. Thx to anyone who can help me. B.

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AW: [otrs] customer webinterface queue selection
by Pascal Rebsamen 17 Sep '07

17 Sep '07

i checked that already but there i cannot set, that Customer1 only can See queue1 and so on.... ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Andrea Consadori Gesendet: Donnerstag, 13. September 2007 17:35 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] customer webinterface queue selection see the Frontend::Customer::Ticket::ViewNew <http://konsa.ath.cx/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit& SysConfigSubGroup=Frontend::Customer::Ticket::ViewNew&SysConfigGroup=Tic ket> ________________________________ Ripristina CustomerPanelOwnSelection: Here you can insert the Queues, which the customer can select in the Customer-Interface. MSN: andrea.consadori(a)hotmail.it WEB: http://www.consadori.com <http://www.consadori.com/> ________________________________ Date: Thu, 13 Sep 2007 17:02:37 +0200 From: Pascal.Rebsamen(a)socoag.com To: otrs(a)otrs.org Subject: [otrs] customer webinterface queue selection hi, we want use otrs to support our customers. the primary ticket handling should be done over the customer webinterface. we created a queue for each customer and added a new customer account. when the customer log in to the webinterface and create a new ticket, he can see all queues. what can i do, that the customer only see the queue, that is responsible for hes company? thanks for help regards pascal ________________________________ 2 GB di spazio, protezione da virus e spyware...GRATIS! Windows Live Hotmail <http://imagine-windowslive.com/hotmail/default.aspx?locale=it#0>

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Installing OTRS 2.2 on Ubuntu Feisty
by Johan Gotting 17 Sep '07

17 Sep '07

Hi all, are there any specific condiderations to be made in order to install OTRS on Ubuntu? /Johan -- Johan Gotting Hälltorp Landet S-663 41 Hammarö Mobile: 0733-275063

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Creating/Modifying Tickets
by Howey, Stephen 15 Sep '07

15 Sep '07

I have a question about tickets I am using OTRS:ITSM 1.0.1 and am trying to use the Type, Service, and SLA fields but the types listed for creating tickets don't match the types that were on the SLA or Service management screens and I can't select any SLA's or Services when creating the tickets. Is there a way to fix this or maby tell me what I am doing wrong that I can't select those fields?

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Cron <otrs@calltrkr> $HOME/bin/PendingJobs.pl >> /dev/null
by Jeff Shepherd 14 Sep '07

14 Sep '07

Hello, Is there anyone else that gets these messages? I don't know what's causing them and I get about 15 a day. Any help or ideas would be greatly appreciated! Thanks! -Jeff -------- Original Message -------- Subject: Cron $HOME/bin/PendingJobs.pl >> /dev/null ERROR: No Ticket::StateAfterPending found for 'Pending Auto Close Successful' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'Pending Auto Close' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'Pending Auto Close' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'Pending Auto Close' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'Pending Auto Close' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'Pending Auto Close' in Kernel/Config.pm!

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Regex in postmaster filter to match email address from body and set as Contact ID
by * ProfitGrabber Support* 14 Sep '07

14 Sep '07

Need a little help with regex to parse a email address from the body of a email and set it as ContactID The email address appears like this in the body (on its own line): Email:*Name@Domain.com I have tried this (I don't know regex I was just guessing): Email:*(.+?@.+?) I tested an email and it gave me this as a Contact ID : *name@d So I'm close. A little help please. Barry Keyles

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Escalation alerts Via email
by Greg Evans 14 Sep '07

14 Sep '07

I have modified genericagent.pm so that i'm supposed to receive an email when a ticket in myqueues has been escalated. Unfortunately, according to the documentation, I do not have an option in Agent preferences to turn on escalation email notifications. How do I turn this on?! Greg _________________________________________________________________ Get a FREE small business Web site and more from Microsoft® Office Live! http://clk.atdmt.com/MRT/go/aub0930003811mrt/direct/01/

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AW: AW: [otrs] customer webinterface queue selection
by Pascal Rebsamen 14 Sep '07

14 Sep '07

Yes i know. But each queue has its own responsible.... -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nils Breunese (Lemonbit) Gesendet: Freitag, 14. September 2007 11:54 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] customer webinterface queue selection Pascal Rebsamen wrote: > every customer must be in its own queue. > > its for statistics. You know you can also customize/write your own statistics queries? I really wouldn't go through the trouble of maintaining a queue for every customer. Nils Breunese.

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AW: [otrs] customer webinterface queue selection
by Pascal Rebsamen 14 Sep '07

14 Sep '07

every customer must be in its own queue. its for statistics. ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von look.ice(a)gmail.com Gesendet: Freitag, 14. September 2007 07:28 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] customer webinterface queue selection And what for 1 queue per customer? Queue allows to devide reuests per subject/area.... Custommer will only see his own requests. There is no need to create queue for everyone!!!!

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Freetext dropdown selection
by Andrea Consadori 14 Sep '07

14 Sep '07

Hi all, actually i customize the phonenew and customerticketnew page to permit a selection of some info's i put in freetext.. my situation is the following: field1 ---> value1 value2 value3 field2 --->value4 value5 value6 it's possible to create a drop down menu for free-text info's like this: filed1---->filed2----> value1 value2 value3 filed3-----> vale 4 value5 vale6 i need this to: 1- save space on request 2- in ticket info acually i see all field, and some info's is not usefoul (i select field1 i don't need filed2 info's) MSN: andrea.consadori(a)hotmail.itWEB: http://www.consadori.com _________________________________________________________________ Ti piace viaggiare? Allora racconta le tue avventure su MSN Diari di viaggio http://diaridiviaggio.it.msn.com/

1 0

AW: [otrs] customer webinterface queue selection
by Pascal Rebsamen 14 Sep '07

14 Sep '07

i tested it. but the customer can see all queues. he can create a ticket to a queue, where he has no access. ticket is created, but customer can't see it anymore. ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Buechling, Thomas Gesendet: Freitag, 14. September 2007 09:13 An: User questions and discussions about OTRS.org Betreff: AW: [otrs] customer webinterface queue selection I think you have to put each user into a separate group and give the group only access rights to one queue. Then the Customers should only see their Queues -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Pascal Rebsamen Gesendet: Donnerstag, 13. September 2007 17:03 An: otrs(a)otrs.org Betreff: [otrs] customer webinterface queue selection hi, we want use otrs to support our customers. the primary ticket handling should be done over the customer webinterface. we created a queue for each customer and added a new customer account. when the customer log in to the webinterface and create a new ticket, he can see all queues. what can i do, that the customer only see the queue, that is responsible for hes company? thanks for help regards pascal

1 0

AW: [otrs] customer webinterface queue selection
by Buechling, Thomas 14 Sep '07

14 Sep '07

I think you have to put each user into a separate group and give the group only access rights to one queue. Then the Customers should only see their Queues -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Pascal Rebsamen Gesendet: Donnerstag, 13. September 2007 17:03 An: otrs(a)otrs.org Betreff: [otrs] customer webinterface queue selection hi, we want use otrs to support our customers. the primary ticket handling should be done over the customer webinterface. we created a queue for each customer and added a new customer account. when the customer log in to the webinterface and create a new ticket, he can see all queues. what can i do, that the customer only see the queue, that is responsible for hes company? thanks for help regards pascal

1 0

How to use MS Exchange server for POP3 mailbox
by Deepak Chopra(MIND) 14 Sep '07

14 Sep '07

Hello Everyone !, I'm running OTRS2.2 on my Linux Server but last week we've changed our Mail server to MS Exchange Server. After migrating to exchange server my POP3 account for otrs is not working. Can any one tell me the how to configure the Mailbox for MS Exchange server. My exchange server is using Secure Layer port 995 for POP3 accounts. Regards Deepak Chopra ________________________________ The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus/trojan/worms/malicious code transmitted by this email. www.motherson.com

4 6

Attachments Cause "Need Filename!" and "Need Content!" Errors
by J Yunke 13 Sep '07

13 Sep '07

Hi -- I'm new to OTRS, so feel free to RTRM me as needed! I do the following: 1. Admin-Area, Attachments, add an attachment. No errors. 2. Admin-Area, response, add the above attachment. No errors. 3. Ticket, Zoom, respond using the above response. The attachment doesn't show on the screen, and before I click Submit, I get this in the logs: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Thu Sep 13 13:47:56 2007 Message: Need Filename! Traceback (9969): Module: Kernel::System::Web::UploadCache::FS::FormIDAddFile (v1.7 ) Line: 73 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.6 ) Line: 138 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 498 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_local_projects_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.81) Line: 202 Module: ModPerl::RegistryCooker::run (v1.81) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Thu Sep 13 13:47:56 2007 Message: Need Content! Traceback (9969): Module: Kernel::System::Web::UploadCache::FS::FormIDAddFile (v1.7 ) Line: 73 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.6 ) Line: 138 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 498 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_local_projects_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.81) Line: 202 Module: ModPerl::RegistryCooker::run (v1.81) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 ---- I have tried both FS and DB-based WebUpload configurations; both generate the same error. How do I use attachments? Permissions look correct. My environment: Red Hat Enterprise Linux AS release 4 (Nahant Update 5) Apache/2.0.52 mod_perl-1.99_16-4 otrs 2.2.2 Thanks for your help! -- Justin

2 2

PKI Implementation
by Maurice James Ny 13 Sep '07

13 Sep '07

I know this is a long shot. Has anyone attempted PKI implementation for authentication to OTRS?

1 0

Can't locate Kernel/Config/Defaults.pm in @INC
by Buice, David R 13 Sep '07

13 Sep '07

Hello, I am installing OTRS on a Sun machine running Solaris 5.8. I've got mysql up and running as well as apache2. I've followed all the installation instructions for OTRS on a UNIX system. When I try to run installer.pl from the web page (http://hostname/otrs/installer.pl) in Internet Explorer I get the following error in Apache's error log: cat error_log [Thu Sep 13 11:07:52 2007] [error] [client 130.170.246.72] Can't locate Kernel/Config/Defaults.pm in @INC (@INC contains: /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/local/lib/perl5/5.8.8/sun4-solaris /usr/local/lib/perl5/5.8.8 /usr/local/lib/perl5/site_perl/5.8.8/sun4-solaris /usr/local/lib/perl5/site_perl/5.8.8 /usr/local/lib/perl5/site_perl .) at /opt/otrs/bin/cgi-bin/../../Kernel/Config.pm line 92. [Thu Sep 13 11:07:52 2007] [error] [client 130.170.246.72] BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/Config.pm line 92. [Thu Sep 13 11:07:52 2007] [error] [client 130.170.246.72] Compilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 38. [Thu Sep 13 11:07:52 2007] [error] [client 130.170.246.72] BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 38. [Thu Sep 13 11:07:52 2007] [error] [client 130.170.246.72] Premature end of script headers: installer.pl If I try to go to the otrs-web page the following error shows up: cat error_log [Thu Sep 13 12:51:28 2007] [error] [client 130.170.246.72] Can't locate Kernel/System/Web/InterfaceAgent.pm in @INC (@INC contains: /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/local/lib/perl5/5.8.8/sun4-solaris /usr/local/lib/perl5/5.8.8 /usr/local/lib/perl5/site_perl/5.8.8/sun4-solaris /usr/local/lib/perl5/site_perl/5.8.8 /usr/local/lib/perl5/site_perl .) at /opt/otrs/bin/cgi-bin/index.pl line 41. [Thu Sep 13 12:51:28 2007] [error] [client 130.170.246.72] BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/index.pl line 41. [Thu Sep 13 12:51:28 2007] [error] [client 130.170.246.72] Premature end of script headers: index.pl All my *.pm.dist files are copied as *.pm files, and all the perl scripts come back with an OK for syntax after running perl -cw on them. I am sooooo close to getting OTRS to work. What have I got wrong? Regards, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122

1 0

customer webinterface queue selection
by Pascal Rebsamen 13 Sep '07

13 Sep '07

hi, we want use otrs to support our customers. the primary ticket handling should be done over the customer webinterface. we created a queue for each customer and added a new customer account. when the customer log in to the webinterface and create a new ticket, he can see all queues. what can i do, that the customer only see the queue, that is responsible for hes company? thanks for help regards pascal

2 1

apache server fails
by pri pri 13 Sep '07

13 Sep '07

2 2

generic agent
by pri pri 13 Sep '07

13 Sep '07

hi all can somebody tell if there is complete explanation for the generic agent option in the documentation. i could only find one page about generic agent. i would like to know more about the CMD and the module part of the generic agent. i do not understand these options. thank you _________________________________________________________________ Marriage? Get Detailed Profiles only at shaadi.com http://ss1.richmedia.in/recurl.asp?pid=199

1 0

removing tickets from the database
by pri pri 13 Sep '07

13 Sep '07

2 1

RE: [otrs] using email to close otrs tickets
by Bartsch, Martin msg asp gmbh 13 Sep '07

13 Sep '07

Hi, use the generic agent. Search for tickts with CLOSE an set the new state to closed. Mit freundlichen Grüßen / Kind regards Martin Bartsch > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Janet Post > Sent: Monday, December 18, 2006 9:51 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] using email to close otrs tickets > > > Hello all, > > I am using otrs version 2.1.2. I would the ability to close > tickets via > email. I would like to have a filter that finds either: CLOSED or > RESOLVED as the first word in the subject line, and have otrs > close the > ticket. Is there some way to do this? > > I have tried using the postmaster filter with these settings: > > Match: > Header 1: Subject Value: CLOSED > > Set: > Header 1: X-OTRS-State Value: closed successful > > But this does not seem to work. > > Janet > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > =http://www.otrs.com/ >

3 2

How can i lock a user to just one queue
by Mujtaba Karim 13 Sep '07

13 Sep '07

HI I have an issue how can I lock a specific user to one queue He only have access to one queue. and not others how can I restrict a user ??? Any ideas Please give me detailed description with example as to how I can do this Secondly is there a way where I can connect TWO OTRS together?? One running in US and one in Germany?? Any possibility to sync or merge them ? Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

3 2

Custom customer field - drop down
by Keith 12 Sep '07

12 Sep '07

I was wondering if there was a way to create a custom field for Customers that is a drop down list? We need a field for Office Names, but I'd rather not leave it as free text since we'll be generating reports based on that field. I got another regular custom field for the Phone number working like the documentation said, but can't find anything about making a drop down. I saw that the "Valid" field is a drop down and that it's pulling it's data from the "valid" table based on a key number in the customer_user table. Having something like that would be perfect. Thanks in advance for your help! Keith

1 0

Update Time is way off
by Christian Petrou 12 Sep '07

12 Sep '07

Can anyone point me in the right direction? The Update and State time on our system is way off. State: pending reminder Locked: unlock Priority: 3 normal Queue: The Light Group::L[..] Update Time: -110 hours 58 minutes 09/07/2007 20:13 Solution Time: -111 hours 2 minutes 09/07/2007 20:09 Christian │IT Department 6276 S. Rainbow Ste. 120 Las Vegas, NV 89118 Please consider the environment before printing this email P

1 0

get email address from email Body and add as ContactID - Gave it a shot
by * ProfitGrabber Support* 12 Sep '07

12 Sep '07

Ok, need a little help with the "How to" . I looked in Admin under Postmaster Filter, I saw no option for Body so I went into Core::PostMaster. Since I didn't see a PostmasterX-Header for Body, I added one. Then I checked Postmaster::PreFilterModule###1-Match: For the Match I put Body and the Set to X-OTRS-CustomerNo. That is about as far as I can get. I got a regular express that is supposed to look for any email address: \b[A-Z0-9._%+-]+(a)[A-Z0-9.-]+\.[A-Z]{2,4}\b so I assume that will go with the match, but I'm at a loss as to what would go in the set to set the email address that it finds. Barry Keyles

1 0

base64 body
by Eric Boudrand 12 Sep '07

12 Sep '07

<<< No Message Collected >>>

1 0

How to Keep E-mails in Mailbox
by Harry Cruz 11 Sep '07

11 Sep '07

Hello, everyone! I've installed OTRS in my company and the incoming e-mails get deleted after they're fetched. Is there a way to prevent that from happening? The manual doesn't address this issue and I'd like to keep a copy of all e-mails within the mailbox. Any help is appreciated, Harry Cruz Brazil

3 4

Statistics - How much replies wrot a single agent
by Markus Uelzer 11 Sep '07

11 Sep '07

Hi all, First, thank you all for your efforts so far. Our ticketing system went live this week and it's running fine with all your tips. One last thing is still unclear for me. Since several external agents are loggin into our system, we have to create weekly reports, how much replies a specific agent wrote per week (since they get payed per response) Is there a way to determine this? I tried to use the stats function and so on, but i can't find a solution, since we need the excat number of sent replies (not of tickets) and this on a agent base. Any help would be appreciated (even a SQL soolution would be practicable for us) Thanks! Der WEB.DE SmartSurfer hilft bis zu 70% Ihrer Onlinekosten zu sparen! *http://smartsurfer.web.de/?mc=100071&distributionid=000000000066* [http://smartsurfer.web.de/?mc=100071&distributionid=000000000066]

1 0

otrs set sender to <> using -f
by Carl Boberg 11 Sep '07

11 Sep '07

Hi, Im having a problem where a spamfilter triggers on the fact that OTRS does not set any sender on the autoresponse emails, it seems to be missing (no null-header or sender address) In the server logs i get '... otrs set sender to <> using -f ...' which is most likely the cause of this i guess? Is there any solution to this? Best regards -------------------------------- Carl Boberg System & Network Administrator Swedish Museum of Naturalhistory Frescativägen 40 104 05 Stockholm Sweden Tel nr: 08-5195 5116 Mobile: 0701-82 4055 E-mail: carl.boberg(a)nrm.se --------------------------------

1 0

define Customer Data Fields in Config.pm
by Buechling, Thomas 11 Sep '07

11 Sep '07

Hallo, i want to have more Data Fields for the Customers, Telephone Number and Cost Unit. I tried to Paste and modify the Code from the Admin manual, Part 11.2.1, but that does not work on my system ( Windows XP, OTRS 2.2-Installer ) On the First Run of the Script i get an internal Server Error: [error] [client 172.20.90.50] Unrecognized character \\xE2 at D:/OTRS22/otrs//Kernel/Config.pm line 82.\nCompilation failed in require at D:/OTRS22/Perl/site/lib/Apache2/Reload.pm line 175.\n, referer: http://war801084:82/otrs/index.pl?Action=AgentTicketPhone And on the Following Runs: [error] [Tue Sep 11 14:20:08 2007] -e: Can't locate object method "new" via package "Kernel::Config" at D:/OTRS22/otrs//Kernel/System/Web/InterfaceAgent.pm line 74.\n My Lines 81 to 83 are: $Self->{CustomerUser} = { Name => 'Datenbank Quelle', Module => 'Kernel::System::CustomerUser::DB', Can you help me? Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling(a)rudolph-log.de http://www.rudolph-log.de http://www.logeon.net -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm

2 1

Link to call me for free
by shay reddy 11 Sep '07

11 Sep '07

I am using jaxtr, and if you also sign up, we can talk for free on the phone at any time. -shay P.S. Here is the link to sign up: http://www.jaxtr.com/user/ticket?n=T3ikb9l2c8mex&type=joininvite --- Delivered by jaxtr, Inc., 855 Oak Grove Avenue, Suite 100, Menlo Park, California 94025. To stop receiving messages from this sender go to http://www.jaxtr.com/user/reportabuse.jsp?it=T3ikb9l2c8mex

1 0

AW: [otrs] Colour of Ticket View
by Buechling, Thomas 11 Sep '07

11 Sep '07

Ok Thank You! That's it! Either you can create there more Defintions for PriorityID-6 , 7 etc.. Or you simply use the old Priorities 1 to 5 and rename them. -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Gabriele D'Andrea Gesendet: Dienstag, 11. September 2007 10:25 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Colour of Ticket View Got to modify the following file otrs/Kernel/Output/HTML/Standard/css.dtl lines starting with .PriorityID- ----- Original Message ----- From: "Buechling, Thomas" <Thomas_Buechling(a)rudolph-log.de> To: <otrs(a)otrs.org> Sent: Tuesday, September 11, 2007 9:30 AM Subject: [otrs] Colour of Ticket View Hi! After Changing some Settings like Ticket Types, Poriority, Queue-Names etc the Colour of the Info-Box on the right Side changed from grey to blue. Thats now the case for all Priority levels. I don't like that, how can i change it back!? Or how can i define to have a red backgroud for high Priority? http://img187.imageshack.us/img187/136/otrssi9.jpg Thank You! Thomas Büchling _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

2 1

mulitiple attachments
by Emily Flynn 11 Sep '07

11 Sep '07

Hi, I'm entering some articles into our FAQ, but I can only seem to attach one file per article. Is there anyway around this as I'm trying to use screenshots and it's a bit limiting if I can only attach one! Thanks -Emily

2 1

Colour of Ticket View
by Buechling, Thomas 11 Sep '07

11 Sep '07

Hi! After Changing some Settings like Ticket Types, Poriority, Queue-Names etc the Colour of the Info-Box on the right Side changed from grey to blue. Thats now the case for all Priority levels. I don't like that, how can i change it back!? Or how can i define to have a red backgroud for high Priority? http://img187.imageshack.us/img187/136/otrssi9.jpg Thank You! Thomas Büchling

2 1

get email address from email Body and add as ContactID
by * ProfitGrabber Support* 11 Sep '07

11 Sep '07

We have customers submit questions to a form on our website. These submissions get emailed to the email account (POP3) that OTRS pulls in. Since these emails are from the form, they get the forms email address marked as the ContactID. The customers email address is in the body of the email, as it is one of the form fields. How can we set up OTRS to parse the emailaddress out of the body and assign it as X-OTRS-CustomerNo . Can this be done? Barry Keyles Lead ProfitGrabber Support Turn-Key Systems 480.598.2030

2 1

New Ticket Verification
by dohboy 11 Sep '07

11 Sep '07

Hello, I am having an issue where I receive a large number of phony support requests on my incoming otrs email address. I don't want to call them 'spam' but a legitimate customer seems to abuse the system by forwarding and duplicating issues many many many times. It takes a large amount of support time to sift through all the tickets and determine if they are legitimate new issues or just "spammed" old issues or duplicates of the same issue. The customer seems to ignore our auto-replies, and our polite requests to not abuse the ticket email system. What I would like to do is have the ticket not actually appear in the work queues until that customer receives his ticket number from us and confirms that its a legitimate issue by clicking an embedded link or something. I was considering setting the incoming emails into a holding-queue that nobody would look at, and would be auto-closed by a generic-agent after 24 hours. The auto-response would inform the customer that they need to verify their support request by replying to -that- email.. then a generic agent could move the ticket into the work queue. Does this seem like a reasonable idea, or maybe there is an easier/friendlier way to do this? Thanks

2 1

How? Show 'create_time' from customer_user table in admin interface?
by s taylor 11 Sep '07

11 Sep '07

Hello. How to show in the 'Customer' in admin interface, the 'create_time' field from customer_user table? I know that adding that field in 'Map' in Config.pm creates a 'Column...specified twice' error when trying to create a new account, even though it appears to work since that field does show up in that interface. Is there another way to do it without hardcoding it in the dtl file? It would be nice to see when a customer's account was created when in the admin interface instead of having to look in the database. Not sure if this feature is in the latest version. Thanks.

1 0

Changing User Info...
by Jeff Shepherd 10 Sep '07

10 Sep '07

Hello, This is an odd request, but since I updated to 2.2.2, I don't have any ability to change any user information through the web interface because they do not show up (bug 2100). I have to add and delete a few users and since I can't do this through the web interface is there a way that I can do this from the command line or MySQL that anyone is aware of? Thanks! -Jeff

1 1

Need help with customer interface and ticket placing
by Mujtaba Karim 10 Sep '07

10 Sep '07

Hi all, Some issue in OTRS I have configured OTRS and it seems to work fine however two options I cant find I am sure these are small things but I wish some one can help me with it 1 when ever a ticket comes in to otrs the latest ticket is displayed at the bottom of the page is there a way so that any ticket which comes in is displayed at the top of the page 2 In customer.pl once logged in is there a way to modify search parameters with specified queue 3 There is this issue in customer ticket view that all the correspondence comes in tree view and not listed down so I can view all the history of ticket in one Like this is what I get what is required is to modify this so I can view them all in one go Zoom Ticket#: 200709101096 Age: 2 hours 51 minutes 4 Print <http://otrs.pixsense.com/otrs/customer.pl?Action=CustomerTicketPrint&Ticket ID=141> Created: 09/10/2007 11:13:43 5 |-->customer <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=396> (webrequest) 09/10/2007 11:13:43 |-->system <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=397> (email-external) 09/10/2007 11:13:43 |-->customer <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=398> (webrequest) 09/10/2007 11:15:04 |-->system <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=399> (email-external) 09/10/2007 11:15:04 |-->system <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=400> (email-notification-ext) 09/10/2007 11:15:05 |-->agent <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=401> (note-external) 09/10/2007 11:16:58 |-->agent <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=402> (note-external) 09/10/2007 11:18:49 |-->customer <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=403> (email-external) 09/10/2007 11:36:02 |-->system <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=404> (email-external) 09/10/2007 11:36:02 |-->>>customer <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=405> (webrequest) 09/10/2007 11:38:44 |-->system <http://otrs.pixsense.com/otrs/customer.pl?TicketID=141&Action=CustomerTicke tZoom&ArticleID=406> (email-external) 09/10/2007 11:38:44 6 Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

3 4

SMTP authentication failed
by Maciej Łoszajc 10 Sep '07

10 Sep '07

Hello guys, It's regarding OTRS 2.2.1: When I want to reply to a ticket I'm getting message: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Sep 10 13:50:18 2007 Message: SMTP authentication failed! Enable debug for more info! Traceback (2700): Module: Kernel::System::Email::SMTP::Send (v1.12) Line: 75 Module: Kernel::System::Email::Send (v1.28) Line: 490 Module: Kernel::System::Ticket::Article::ArticleSend (v1.142) Line: 1596 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 362 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::D_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 The problem is, that username and password are correct - system is downloading messages from this account and putting them into queues. I just can't reply, also notifications are not sent. How can I enable this so called "debug" ? Any help would be appreaciated. Thanks, Best regards, Maciej Łoszajc IT Administrator www.faberpolska.pl

1 0

Quoted Response
by Edward Kovarski 10 Sep '07

10 Sep '07

Has anyone else noticed that when you "compose an answer" while viewing an agent (email external) entry that the system wrongly pre- populates the "wrote" part, For example, I am viewing the last email we sent to a ticket - agent (email external) - and when I hit "Compose an Answer" which uses an empty/ blank template the pre-populated message shows as, Username <user(a)email.dom> wrote: <the message we wrote to the customer follows> Instead of the more appropriate, OTRS <otrs(a)our.dom> wrote: It is a minor cosmetic issue but can lead to confusion with the end- user as they will think they wrote the wrongly attributed message. Ed

2 1

Massmerge with GenericAgent?
by Kaiser, Hans 10 Sep '07

10 Sep '07

Hello, is it possible to define a Massmerge by the GenericAgent? If so, how? I am running otrs 2.04 ubuntu dapper default setup. regards

2 8

windows installation mysql fix
by Andrea Consadori 08 Sep '07

08 Sep '07

REF: http://www.consadori.com/?q=node/143 i read some mail that describe how to change mysql database in order to fix the perl error.... i wrote a little howto because i see that miss some step If you install otrs-2.2.2-001-win32.exe after 10-20 minutes you start to have this error message: Faulting application perl.exe, version 5.8.8.819, faulting module mysql.dll, version 0.0.0.0, fault address 0x000032b9. So, to fix it: 1- backup your database (i use mysql administrator) 2- under C:/otrs/ reneame the folder mysql in mysql.old 3- download from mysql mysql-noinstall-5.0.45-win32.zip 4- unzip it, rename mysql and copy under C:/otrs 5- from mysql.old copy my.ini in new mysql folder 6- if needed restore the database making it on active installation i had some database error, if you backup all, reinstall otrs and doing all the 6 point before going on istall.pl, then when you recover the backup all work perfectly MSN: andrea.consadori(a)hotmail.it WEB: http://www.consadori.com _________________________________________________________________ Sai cosa è successo oggi? http://notizie.msn.it

1 1

two question about account time
by Andrea Consadori 08 Sep '07

08 Sep '07

Hi all, it's 2 weeks that i read all otrs message looking for more info's.... i think that now is time to ask an help to someone. 1) I see in Ticket::FrontendAgent::TimeUnits that i can set (hours,minutes) and after updating i can see it correctly on ticket frontend. but: i've a call, the fist time i set in "waiting" and i select 0 hours and 50 minutes (0.50) then in a second time i add another 0.20 minutes. actually i see total time: 0.70.... but i want that 1.10 appears... it's possible? 2) in a previous mail i read that someone create a button to start and stop ticket work time.... how can i find it? regards Andrea Consadori MSN: andrea.consadori(a)hotmail.it WEB: http://www.consadori.com _________________________________________________________________ Sai cosa è successo oggi? http://notizie.msn.it

1 0

Problem using additional POP account
by Christian Petrou 07 Sep '07

07 Sep '07

Trying to add additional users to OTRS with POP accounts, and get the following error: LINUX:/opt/otrs/bin # ./PostMasterPOP3.pl No messages (domain\user(a)mail.domain.com) Connection to mail.domain.com closed. ERROR: OTRS-PM3-77 Perl: 5.8.8 OS: linux Time: Fri Sep 7 14:04:06 2007 Message: Auth for user user2(a)mail.domain.com failed! Traceback (18722): Module: main::FetchMail (v1.25) Line: 162 Module: ./PostMasterPOP3.pl (v1.25) Line: 125 It pulls the emails for the admin account but cannot send receive for user2. Also when selecting "queue answer" and then "sendmail" I get: ERROR: OTRS-CGI-77 Perl: 5.8.8 OS: linux Time: Fri Sep 7 14:11:37 2007 Message: Can't use from: user2(a)domain.com! Enable debug for more info! Traceback (18818): Module: Kernel::System::Email::SMTP::Send (v1.13) Line: 86 Module: Kernel::System::Email::Send (v1.29) Line: 494 Module: Kernel::System::Ticket::Article::ArticleSend (v1.144) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 362 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 I know I have to missing something simple.... Thanks for the help in advance!!

1 1

BUG: packages and themes not working
by Miguel Angel Bayona Pérez 07 Sep '07

07 Sep '07

Hi Alexander, what you say looks ok and reasonable application behaviour (if it is not in my-theme, the system looks for it in Standard). However since the installation of the ITSM packages (in 2.2.1 and 2.2.2), I was getting errors when using the ITSM and I could not p.e. create services. The problems went away when I copied manually the files that where in Standard and missing in my-theme. That´s why my explanation: if I must copy the files from Standard to my-theme AND this makes a difference, this means that OTRS is not looking in Starndard. If you have checked that this is not the case, this could mean that the problem is perhaps in my installation. My installation is: Ubuntu 7.04, Apache/2.2.3 (Ubuntu) PHP/5.2.1 proxy_html/2.5 mod_perl/2.0.3 Perl/v5.8.8 However, I´m using OTRS intensivelly in my team (5 people, 400 users) and the rest of the functionality (beyond some repetitive log messages "No FormatTimeString() translation found for '-' string!" that seems to be fixed in future 2.2.3 ) seems to work properly. Regards, Miguel Angel > Hi again, > > Alexander Scholler schrieb: > >/ Hi Miguel, > />/ > />/ Miguel Angel Bayona Pérez schrieb: > />>/ Yes, the problem is when installing packages in an OTRS installation > />>/ with custom themes. > />>/ > />>/ As you know, when installing a package, several files are copied in > />>/ the system. Some of them are copied in directory: > />>/ > />>/ //Kernel/Output/HTML/Standard/// > />>/ > />>/ which corresponds to the "Standard" theme. When some one creates a > />>/ custom theme, the system creates an extra folder: > />>/ > />>/ ////Kernel/Output/HTML/<My-Theme>/ > />>/ > />>/ and uses its contents instead the ones of "Standard". The problem is > />>/ that when installing a package, OTRS installs (as indicated in the > />>/ corresponding *.opm////) files in the > />>/ ////Kernel/Output/HTML/Standard///// > />>/ > />>/ folder and it does not install them under <My-Theme> and, therefore, > />>/ the new installed packages do not work with custom themes. > />>/ > />>/ I hope it is now clearer. > />>/ > />>/ Regards, > />>/ > />>/ Miguel Angel > />/ I can't see a problem (although I didn't verify your description). > />/ I use a customer theme like this: > />/ I only stored the DTLs which differ from Standard under > />/ /Kernel/Output/HTML/my-theme. > />/ If my-theme is used, OTRS looks for the DTL under my-theme, and if > />/ this DTL is missing, the DTL under Standard is used (try it out!). > />/ So, if you install an additional package which puts its DTL within the > />/ Standard-theme, these DTLs should also be available for my-theme. > /Perhaps now I see. > Could it be that the ITSM-packages does not only _add_ DTLs, but also > _overwrites_ DTLs from Standard-theme. Then the reason for your problem > is clear. > My above description is helpful for you to get into less problems. > For those DTLs which were overwritten by the package and differ from > Standard within your theme, you have to take the new DTL, add you > modifications and put this into my-theme. > >/ > />/ Let me know what you found out. > />/ > />/ Bye, Alex > /Bye, Alex

2 1

changing default Next State in Customer interface
by Keith G Holub 07 Sep '07

07 Sep '07

hello, does anyone know how to chan ge the default Next State ing the customer interface from "closed Successful" to 'open" thanks, Keith -- Keith Holub NOAA/OAR/ESRL Boulder NOC work: 303 497 6774 keith.g.holub(a)noaa.gov cell: 720 308 3379

5 10

BUG: packages and themes not working
by Miguel Angel Bayona Pérez 07 Sep '07

07 Sep '07

Yes, the problem is when installing packages in an OTRS installation with custom themes. As you know, when installing a package, several files are copied in the system. Some of them are copied in directory: //Kernel/Output/HTML/Standard/// which corresponds to the "Standard" theme. When some one creates a custom theme, the system creates an extra folder: ////Kernel/Output/HTML/<My-Theme>/ and uses its contents instead the ones of "Standard". The problem is that when installing a package, OTRS installs (as indicated in the corresponding *.opm////) files in the ////Kernel/Output/HTML/Standard///// folder and it does not install them under <My-Theme> and, therefore, the new installed packages do not work with custom themes. I hope it is now clearer. Regards, Miguel Angel >/ /Hi Miguel, >/ / >/ /I can't follow you. >/ /Miguel Angel Bayona Pérez schrieb: >>/ Hi there, />>/ />>/ after migrating to 2.2 and the creation of a new theme i´ve started to />>/ receive strange or unrelated errors (some of them reported here by />>/ me). At the beginning I thought it was due to inmaturity of ITSM />>/ modules. After looking ate the code, it turns out that the problem is />>/ WITH ALL MODULES and is due /> What do you mean with module installation? Are you talking about > ITSM-packages? >>/ that during the module installation they ONLY update the "Standard" >>// theme (i.e. Kernel/Output/HTML/Standard/*). If you are using only this />>/ theme, then it is not a problem. However, if you have created your own />>/ theme, it is not updated and the new module features do not work. />>/ />>/ SOLUTION: modify the installation procedure of the modules to update />>/ ALL the themes and not only the "Standard" />>/ />>/ WORKAROUND: it yoy use your own theme, befor installing a new module, />>/ change to "Standard", install the module and manually copy the new />>/ files in "Kernel/Output/HTML/Standard" to your />>/ "Kernel/Output/HTML/<My_Theme>" directory, and then, change again to />>/ your theme. />I use a self-made theme and have no problems in v2.2.2 (without ITSM). >>/ />>/ Regards, />>/ >>// Miguel Angel /> > Bye, Alex -- --------------------------- Miguel Angel Bayona Pérez OPT Sistemas Avda. de los Prunos 11 28042 Madrid T. +34 913 717 710 M. +34 639 197 571 mabayona(a)optsistemas.com http://www.optsistemas.com ---------------------------

2 2

Software error
by Mark de Bruijn 06 Sep '07

06 Sep '07

Hello, When i try to send mail I get the following error: Software error: $/ as given is currently unsupported at D:/OTRS/otrs/Kernel/cpan-lib/MIME/Decoder/NBit.pm line 140 Does anyone know what it means? I have searched a bit but got no results in relation to OTRS. Regards, Mark de Bruijn

4 5

Oracle 10
by Alan Creed 06 Sep '07

06 Sep '07

1 1

BUG: modules and themes not working
by Miguel Angel Bayona Pérez 06 Sep '07

06 Sep '07

Hi there, after migrating to 2.2 and the creation of a new theme i´ve started to receive strange or unrelated errors (some of them reported here by me). At the beginning I thought it was due to inmaturity of ITSM modules. After looking ate the code, it turns out that the problem is WITH ALL MODULES and is due that during the module installation they ONLY update the "Standard" theme (i.e. Kernel/Output/HTML/Standard/*). If you are using only this theme, then it is not a problem. However, if you have created your own theme, it is not updated and the new module features do not work. SOLUTION: modify the installation procedure of the modules to update ALL the themes and not only the "Standard" WORKAROUND: it yoy use your own theme, befor installing a new module, change to "Standard", install the module and manually copy the new files in "Kernel/Output/HTML/Standard" to your "Kernel/Output/HTML/<My_Theme>" directory, and then, change again to your theme. Regards, Miguel Angel -- --------------------------- Miguel Angel Bayona Pérez OPT Sistemas Avda. de los Prunos 11 28042 Madrid T. +34 913 717 710 M. +34 639 197 571 mabayona(a)optsistemas.com http://www.optsistemas.com ---------------------------

2 1

BUG: modules and themes not working
by Miguel Angel Bayona Pérez 06 Sep '07

06 Sep '07

Hi there, after migrating to 2.2 and the creation of a new theme i´ve started to receive strange or unrelated errors (some of them reported here by me). At the beginning I thought it was due to inmaturity of ITSM modules. After looking ate the code, it turns out that the problem is WITH ALL MODULES and is due that during the module installation they ONLY update the "Standard" theme (i.e. Kernel/Output/HTML/Standard/*). If you are using only this theme, then it is not a problem. However, if you have created your own theme, it is not updated and the new module features do not work. SOLUTION: modify the installation procedure of the modules to update ALL the themes and not only the "Standard" WORKAROUND: it yoy use your own theme, befor installing a new module, change to "Standard", install the module and manually copy the new files in "Kernel/Output/HTML/Standard" to your "Kernel/Output/HTML/<My_Theme>" directory, and then, change again to your theme. Regards, Miguel Angel -- --------------------------- Miguel Angel Bayona Pérez OPT Sistemas Avda. de los Prunos 11 28042 Madrid T. +34 913 717 710 M. +34 639 197 571 mabayona(a)optsistemas.com http://www.optsistemas.com ---------------------------

1 0

Migrating services to v2.2
by Alexander Scholler 06 Sep '07

06 Sep '07

Hi, I want to migrate to v2.2. Previously, the affected IT-service was stored in * TicketFreeKey10=Service * TicketFreeText10= e.g. Mail or FS or ... Now I want to move these Services from TicketFreeText10 to the new Service-propery of v2.2 Therefore, I generated... (((a))) a new generic-agent-file&job package Kernel::Config::GenericAgentServiceInit; use strict; use vars qw($VERSION @ISA @EXPORT %Jobs); require Exporter; @ISA = qw(Exporter); @EXPORT = qw(%Jobs); $VERSION = '$Revision: 1.9 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # -- # [name of job] -> send escalation notifications # -- ##_ 'ServiceInit' => { TicketNumber => '2007*', # only tickets generated in 2007 TicketFreeKey10 => '*Service*', # new ticket properties New => { Module => 'Kernel::System::GenericAgent::ServiceInit', }, }, ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; (((b))) a new generic-agent-module package Kernel::System::GenericAgent::ServiceInit; use strict; use vars qw(@ISA $VERSION); $VERSION = '$Revision: 1.2 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -- sub new { my $Type = shift; my %Param = @_; # allocate new hash for object my $Self = {}; bless ($Self, $Type); # check needed objects foreach (qw(DBObject ConfigObject LogObject TicketObject TimeObject)) { $Self->{$_} = $Param{$_} || die "Got no $_!"; } # 0=off; 1=on; $Self->{Debug} = $Param{Debug} || 0; return $Self; } # -- sub Run { my $Self = shift; my %Param = @_; # get ticket data my %Ticket = $Self->{TicketObject}->TicketGet(TicketID => $Param{"TicketID"}, UserID => 1); return 1 if ($Ticket{"TicketFreeKey10"} !~ 'Service'); my $t = $Ticket{"TicketFreeText10"}; my $s; $s = 'Mail' if ($t =~ 'Mail'); $s = 'FS' if ($t eq 'FS'); $s = 'PC' if ($t eq 'PC'); # ... $Self->{TicketObject}->TicketServiceSet( Service => $s, TicketID => $Ticket{"TicketID"}, #CustomerUserID => $Ticket{"CustomerUserID"}, UserID => 1, ) if ($s); return 1; } # -- 1; ======= If I execute bin/GenericAgent.pl -c Kernel::Config::GenericAgentServiceInit I get (here I parsed only the output for 1 ticket) - Use module (Kernel::System::GenericAgent::ServiceInit) for Ticket (200610208 6000085/2310). ERROR: OTRS-GenericAgent-80 Perl: 5.8.6 OS: linux Time: Wed Sep 5 15:07:16 2007 Message: Need ServiceID or Name! Traceback (17914): Module: Kernel::System::Service::ServiceLookup (v1.16) Line: 240 Module: Kernel::System::Ticket::TicketServiceSet (v1.269) Line: 1649 Module: Kernel::System::GenericAgent::ServiceInit::Run (v1.2) Line: 57 Module: Kernel::System::GenericAgent::_JobRunTicket (v1.29 ) Line: 636 Module: Kernel::System::GenericAgent::JobRun (v1.29 ) Line: 383 Module: /opt/otrst/bin/GenericAgent.pl (v1.41) Line: 199 ERROR: OTRS-GenericAgent-80 Perl: 5.8.6 OS: linux Time: Wed Sep 5 15:07:16 2007 Message: Need ServiceID! Traceback (17914): Module: Kernel::System::Ticket::TicketServiceSet (v1.269) Line: 1655 Module: Kernel::System::GenericAgent::ServiceInit::Run (v1.2) Line: 57 Module: Kernel::System::GenericAgent::_JobRunTicket (v1.29 ) Line: 636 Module: Kernel::System::GenericAgent::JobRun (v1.29 ) Line: 383 Module: /opt/otrst/bin/GenericAgent.pl (v1.41) Line: 199 Why? If I use ServiceID instead of Service, CustomerUserID is displayed to be missing. If I also add this, HistroyTypeID is missing, ... Why? Bye, Alex

1 2

customer database (Andrew Meyer)
by Andrew Meyer 05 Sep '07

05 Sep '07

I am using this on Debian Etch, and the package that was installed already has all this in the config file. I can upload them here. I just want to make sure nothing has gone wrong. I have changed the name of the company and the company email. This is the /etc/otrs/Kernel/Config.pm http://pastebin.ca/682276 This is the /usr/share/otrs/Kernel/Config/Defaults.pm http://pastebin.ca/682284 Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868 -----Original Message----- Message: 5 Date: Wed, 05 Sep 2007 11:22:56 +0200 From: Laurent Minost <lminost(a)denyall.com> Subject: Re: [otrs] customer database To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <1188984176.15125.45.camel@cygnus> Content-Type: text/plain; charset="iso-8859-15" Hi Andrew, OTRS main config file is Config.pm, depending of your installation this file may be located in /etc/otrs/Kernel or /opt/otrs/Kernel ... You also have another file named Defaults.pm that contains a lot of default configuration parameters, this will be your starting point to configure customer database (internal or external). Search parameter beginning with : # (customer user database backend and settings) $Self->{CustomerUser} = { ... } and copy/paste the entire block to Config.pm, then configure it You will find needed informations on the OTRS documentation : http://doc.otrs.org/2.2/en/html/x1572.html Best regards, Laurent MINOST Le mardi 04 septembre 2007 à 17:38 +0200, Andrew Meyer a écrit : > I am trying to put together the customer database. I am unsure where > to put the database config, which file? The Config.pm > in /etc/otrs/Kernel/Config dir? > > > > Andrew Meyer > > Unix Systems Analyst > > Precision Practice Management > > 1300 Hampton Ave., Ste 200 > > 314-787-0681 x39 > > 314-565-0868 > >

2 1

[Ticket#2007090477000052] [otrs] customer data [...]
by LIGHT i.T.Department Request Tracker 05 Sep '07

05 Sep '07

Thanks for using the LIGHT i.T. Request Tracker System. Your email has been received and a new ticket has been created. You wrote: > I am trying to put together the customer database. I am unsure where to put the database config, which file? The Config.pm in /etc/otrs/Kernel/Config dir? > > Andrew Meyer > Unix Systems Analyst > Precision Practice Management > 1300 Hampton Ave., Ste 200 Your e-mail will be answered by a human asap. Your LIGHT i.T. Team

3 2

customer database
by Andrew Meyer 05 Sep '07

05 Sep '07

I am trying to put together the customer database. I am unsure where to put the database config, which file? The Config.pm in /etc/otrs/Kernel/Config dir? Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868

2 1

[Ticket#2007090477000034] [otrs] Massmerge [...]
by LIGHT i.T.Department Request Tracker 04 Sep '07

04 Sep '07

Thanks for using the LIGHT i.T. Request Tracker System. Your email has been received and a new ticket has been created. You wrote: > Umberto Nicoletti wrote: > > In my case I had to write a GenericAgent extension, that is a custom > > perl generic agent that does exactly the merge (and close) of closed > > tickets for situations where a third-party notifies via email that the > > issue has been solved. > > It requires Perl knowledge to write such an agent. Your e-mail will be answered by a human asap. Your LIGHT i.T. Team

1 0

[Ticket#2007090477000016] [otrs] Massmerge [...]
by LIGHT i.T.Department Request Tracker 04 Sep '07

04 Sep '07

Thanks for using the LIGHT i.T. Request Tracker System. Your email has been received and a new ticket has been created. You wrote: > In my case I had to write a GenericAgent extension, that is a custom > perl generic agent that does exactly the merge (and close) of closed > tickets for situations where a third-party notifies via email that the > issue has been solved. > It requires Perl knowledge to write such an agent. > Your e-mail will be answered by a human asap. Your LIGHT i.T. Team

1 0

[Ticket#2007090377000072] [otrs] Massmerge [...]
by LIGHT i.T.Department Request Tracker 03 Sep '07

03 Sep '07

Thanks for using the LIGHT i.T. Request Tracker System. Your email has been received and a new ticket has been created. You wrote: > Kaiser, Hans wrote: > > is it possible to define a Massmerge by the GenericAgent? If so, how? > > I am running otrs 2.04 ubuntu dapper default setup. > Your e-mail will be answered by a human asap. Your LIGHT i.T. Team

1 0

internal tickets agent > agent
by otrs2007＠gmx.de 03 Sep '07

03 Sep '07

Hi, is there a way to use otrs for internal tickets between 2 agents? I tryed different ways: I created 2 new "personal" queues for each agent and 2 new external email address to use it as the recipient address for a new ticket, but it did not worked. In my mind it should be an option to use the username of an agent and use it as a recipient/To address for a new ticket, but it seems a little bit strange :-/ Thanks for your help! Oliver

1 0

[Ticket#2007090377000054] [otrs] internal tick [...]
by LIGHT i.T.Department Request Tracker 03 Sep '07

03 Sep '07

Thanks for using the LIGHT i.T. Request Tracker System. Your email has been received and a new ticket has been created. You wrote: > > Hi, > > is there a way to use otrs for internal tickets between 2 agents? > > I tryed different ways: I created 2 new "personal" queues for each agent and 2 new external email address to use it as the recipient address for a new ticket, but it did not worked. Your e-mail will be answered by a human asap. Your LIGHT i.T. Team

1 0

no mail when a new ticket is created
by DupliPrint, CD en DVD duplicatie 03 Sep '07

03 Sep '07

Hello, I've made some new queues (for example 'hardware problems') and new groups ('intern users' and 'extern users') When I connect the queue 'hardware problems' to the group 'intern users' I don't get an emailnotification when a new ticket is created. If the ticketstate is changed, ticket is moved,.. I do get an emailnotification. If I connect the queue 'hardware problems' to the standardgroup 'users' I do get an emailnotification when a new ticket is created... What have I done wrong, missing a parameter somewhere?? Greetings, Rene Koning

2 1

[Ticket#2007090377000036] [otrs] Re: no mail w [...]
by LIGHT i.T.Department Request Tracker 03 Sep '07

03 Sep '07

Thanks for using the LIGHT i.T. Request Tracker System. Your email has been received and a new ticket has been created. You wrote: > Hello, > > Is there someone who can help me with this problem?? > > greetings, Rene > Your e-mail will be answered by a human asap. Your LIGHT i.T. Team

1 0

[Ticket#2007090377000018] [otrs] Massmerge [...]
by LIGHT i.T.Department Request Tracker 03 Sep '07

03 Sep '07

Thanks for using the LIGHT i.T. Request Tracker System. Your email has been received and a new ticket has been created. You wrote: > > > is it possible to define a Massmerge by the GenericAgent? If so, how? > > > > I am running otrs 2.04 ubuntu dapper default setup. > > Hello again, Your e-mail will be answered by a human asap. Your LIGHT i.T. Team

1 0

[Ticket#2007090177000012] [otrs] Massmerge wit [...]
by LIGHT i.T.Department Request Tracker 01 Sep '07

01 Sep '07

Thanks for using the LIGHT i.T. Request Tracker System. Your email has been received and a new ticket has been created. You wrote: > Hello, > > is it possible to define a Massmerge by the GenericAgent? If so, how? > > I am running otrs 2.04 ubuntu dapper default setup. > Your e-mail will be answered by a human asap. Your LIGHT i.T. Team

1 0

Pending Auto Close messages...
by Jeff Shepherd 31 Aug '07

31 Aug '07

I've been getting these messages via email, is this something that I should be concerned about or is there a way that I can disable these emails? ERROR: No Ticket::StateAfterPending found for 'Pending Auto Close' in Kernel/Config.pm! Thanks! -Jeff

1 0

OTRS is slow
by pri pri 31 Aug '07

31 Aug '07

hi all i have loads of e-mails in my system and my system has become really slow. i am running OTRS on windows server 2003. i would like to know how i can clear the database by deleting all the closed tickets. i want to know if this will help increase the system speed? thank you _________________________________________________________________ "Post ads for free - to sell, rent or even buy.www.yello.in" http://ss1.richmedia.in/recurl.asp?pid=186

4 5

Ticket age - increase only during working hours
by Matas Labasauskas 31 Aug '07

31 Aug '07

Hello, by default Ticket Age is increasing from creation moment. Would by nice to know, is it possible to get Ticket Age increasing only during set (9:00 - 18:00) working hours? thank you in advance, -- Matas

3 3

new escalation-mechanism since v2.2
by Alexander Scholler 31 Aug '07

31 Aug '07

Hi, I would like to know the exact escalation-mechanismn since v2.2. When are the timeouts for * ticket unlock * first response to customer * update to customer * response-time reset, when do they stop? What happens with the current timeout in case of * a queue-change with different timeouts within the new queue? * a follow-up? What happens if a timeout is reached? Only a red warning in the agent-gui or is it possible to sent a mail-notification? Can you analyse (stats) how many tickets were worked on within time? I'm looking for a really exact and complete answer to these questions since only then, I want to use the new escalation-mechanismn in productive environment. I didn't find answers for this in the official docs. I think the sub Kernel::System::Ticket::TicketEscalationState is the key to these answers... Any help appriciated. Bye, Alex

1 1

RE: [otrs] Charset problem at Agent LDAP synchronization
by Dan King 30 Aug '07

30 Aug '07

Hi, I had an issue with character sets being converted incorrectly. My issue was when data passed through mod_perl to and from the database. What I did to fix it is take the NLS_LANG environment variable and also make it a perl environment variable. The code I added was in the httpd.conf file for apache and it looked like the code below: PerlSetEnv NLS_LANG AMERICAN_AMERICA.WE8ISO8859P1 PerlPassEnv NLS_LANG Just replace the character set that you are using in your database and with LDAP. It may work but it may not. I am not using LDAP at all but I am using Oracle 10g. Let me know if it works out for you. 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 Sándor Fehér Sent: August 29, 2007 5:01 PM To: otrs(a)otrs.org Subject: [otrs] Charset problem at Agent LDAP synchronization Hi, There is a small but annoying problem in 2.2.2 Here is my scenario: The otrs box uses utf8 as default charset. It connects to an oracle 10g database uses EE8MSWIN1250 charset. My problem is that the Agent users' data got converted in bad format. The customers data get synchronized perfectly. My LDAP container uses utf8 also. In Config.pm at Customers section I use these options: SourceCharset => 'utf8',# DestCharset => 'iso-8859-2', But what about the Agent section ? How can I influence the conversion similar like above ? And at the end the bad news : I have a test system with 2.2.1 and it works fine with the same settings. Regards. Sandor _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

2 1

MySQL Databases...
by Jeff Shepherd 30 Aug '07

30 Aug '07

Hello, I was wondering how many tables OTRS v2.2.2 should have for the MySQL database. I'm having a few MySQL problems and I just want to make sure that I'm not missing any tables. Thanks! -Jeff

3 4

otrs: initial configuration
by Tim Streater 30 Aug '07

30 Aug '07

Hi, We are just starting to evaluate otrs, and an initial setup has been done by our systems group. I've created an en_Custom.pm and those changes look OK. What I want to do next is to make otrs use, for its lists of users, an existing and populated mysql database, while keeping tickets themselves in the test mysql db that was set up for me. If I understand the docs correctly, I can do this by adding stuff into Config.pm. It looks like what I need to add is from section 11.2 of the Admin manual: $Self->{CustomerUser} = { .. .. .. } and in there I set it to use an external database and change the names of fields to match those already in use in the existing db. However, when I do this and restart otrs, I get: Software Error: Got no MainObject! at /home/operations/OTRS/otrs-2.2.2//Kernel/System/DB.pm line 85 Any clue as to why (like, can't do this, or check that) would be appreciated. Thanks, ___________________________________________________________________ * * Tim Streater Network Engineer * * * City House * 126-130 Hills Road Tel +44 1223 371300 * Cambridge CB2 1PQ Fax +44 1223 371371 D A N T E United Kingdom WWW http://www.dante.net ____________________________________________________________________

3 10

Have "Participant" option in New Email Ticket
by djtzar 30 Aug '07

30 Aug '07

HI , This is probably an unusual request , but is it possible to have a "Participant" (like in when creating a new event in Calendar) in the "Email Ticket" , this would then inform multiple agents if a ticket is updated etc. Thank you in advance Daniël

1 0

Charset problem at Agent LDAP synchronization
by Sándor Fehér 30 Aug '07

30 Aug '07

Hi, There is a small but annoying problem in 2.2.2 Here is my scenario: The otrs box uses utf8 as default charset. It connects to an oracle 10g database uses EE8MSWIN1250 charset. My problem is that the Agent users' data got converted in bad format. The customers data get synchronized perfectly. My LDAP container uses utf8 also. In Config.pm at Customers section I use these options: SourceCharset => 'utf8',# DestCharset => 'iso-8859-2', But what about the Agent section ? How can I influence the conversion similar like above ? And at the end the bad news : I have a test system with 2.2.1 and it works fine with the same settings. Regards. Sandor

2 1

How to set permissions on queues
by Andrej Šimko 30 Aug '07

30 Aug '07

Hello list! I need to setup permissions for Customer Users to view only queues on which this user has permissions. For example when a Customer login to the interface and want to write a new ticket in the drop down menu to whom is he writing can see all off my queues, and I need to seperate this for only queues on which he has permissions. Is it possible? If yes where can I setup this? Thank you very much Andy

1 0

Force state for new tickets
by Dummy cerberus 30 Aug '07

30 Aug '07

Hello, I want to force new tickets (phone and e-mail) to have "open" state when created... I have tried with the following at Config.pm: $Self->{'Ticket::PhoneDefaultNextStateType'}=['open']; $Self->{'Ticket::EmailDefaultNextStateType'}=['open']; Then I restart httpd, but when an agent creates a new phone ticket or an e-mail one, the list allows him to assign many other states: open, closed, pending, and so on... What am I doing wrong? Thanks and best regards

2 3

limit the size of attachment file
by Muhammad Toha Supriyadi 30 Aug '07

30 Aug '07

Dear all, Where do I can find the configuration to set the limit of the size of attachment file? Thank you -toha-

2 1

Customer notification
by Paul Chumak 30 Aug '07

30 Aug '07

Hi, How can we switch on sending of new note or close ticket notification to the customer? Thanks and Regards -- Paul

1 0

no mail when a new ticket is created
by Koning, Rene 30 Aug '07

30 Aug '07

Hello, I've made some new queues (for example 'hardware problems') and new groups ('intern users' and 'extern users') When I connect the queue 'hardware problems' to the group 'intern users' I don't get an emailnotification when a new ticket is created. If the ticketstate is changed, ticket is moved,.. I do get an emailnotification. If I connect the queue 'hardware problems' to the standardgroup 'users' I do get an emailnotification when a new ticket is created... What have I done wrong, missing a parameter somewhere?? Greetings, Rene Koning

1 0

SMTP in OTRS 2.2
by MduPlessis＠royal-canin.co.za 29 Aug '07

29 Aug '07

Hi all, I have setup OTRS on our network. We have an SMTP server here and I would like to get the email feature of OTRS working here. But I only see a POP3 tab. Can you use OYRS with an SMTP sevrer? Your response will be greatly appreciated. Thanks in advance! Regards, Mark du Plessis IT Support Engineer South Africa | Office: +2711 801 5000 | Fax: +2786 695 7458 | Mobile: +2772 771 3019 | Email: mduplessis(a)royal-canin.co.za Disclaimer Notice This message contains privileged and confidential information intended only for the person or entity to which it is addressed. Any review, retransmission, dissemination, copy or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient, is prohibited. If you received this message in error, please notify the sender immediately by e-mail, facsimile or telephone and thereafter delete the material from any computer. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the view of the entity transmitting the message.

2 1

SMIME email signing problems in OTRS
by Kostas Katsamakas 29 Aug '07

29 Aug '07

I have been testing OTRS 2.1.5 in a gentoo linux installation with Apache2. There is a problem regarding signing outgoing emails. I have enabled SMIME from 'Sysconfig' and i have also added my personal certificate in OTRS. From 'Queue Management' i have set in a queue the paramater 'Systemaddress' to be my email address and as 'Default Sign Key' the key from the listbox 'SMIME-Detached: 4beffde1 aaa(a)mymail.com' When i create a new Email-Ticket i select the above queue as the 'From' field. In the field sign is also the above key i mentioned. So everything seems ok and i send the email, but when i receive it, it has an empty body and only its headers are ok. I should clarify that i receive the email from an email client (Thunderbird and Outlook express). Could someone help me with this? Am i doing something wrong? Thank you in advance.

1 0

Edit Subject in workorder
by Scott Plough 29 Aug '07

29 Aug '07

Is there a way an agent can edit the subject of a workorder after it is entered. Thanks Scott

3 2

edit ticket
by Peter Hoogkamer 28 Aug '07

28 Aug '07

Hello, Is it possible to edit a ticket after it has been sent. So I make a ticket and place it in a queue. After that I would like to edit the content of the ticket. Say the text within this ticket. Is this possible or should I make a new note within the ticket? Peter

2 1

pop3 problems
by Florus Both 28 Aug '07

28 Aug '07

Hope someone can help with the following pop3 problems: When I started pop3 downloads using PostMasterPOP3.pl, I get the following error: Notice: PostMasterPOP3.pl is already running (use '-f 1' if you want to start it forced)! I tried the suggestions found on the maillist (-f option, delete from process_id), but nothing helped. When I use -f 1 it actually downloads the same message again thus creating a new ticket for the same email. But for that email I get another error too: Wide character in subroutine entry at (eval 81) line 1. Notice: PostMasterPOP3.pl is already running but is starting again! Anyone any hints on how to proceed? (OTRS 2.2.2, ITSM 1.0.2, FreeBSD 6.2, Mysql 5.0) Thanks! /florus

2 3

E-mail attchments
by Niels Przybilla 28 Aug '07

28 Aug '07

Hello, When I receive e-mails in otrs, the attachments seem to be delete. How can I configure that I see attachments in otrs ? Mit freundlichen Grüßen Niels Przybilla Inhaber SF-Design ---------------------------------------------- Niels Przybilla SF-Design Unser Geschäft basiert auf Mund zu Mund Propaganda und Empfehlungen. Wenn Sie jemanden kennen, der unsere Dienste gebrauchen kann, teilen Sie uns dieses bitte mit. Wenn Sie einen bestimmten Service, egal ob privat oder geschäftlich brauchen, sprechen Sie uns an. Wir können Ihnen bestimmt einen unserer zuverlässigen Geschäftspartner empfehlen. SF-Design Przybilla & Bottereau GbR Kurfürstendamm 125a 10711 Berlin Tel: 030 - 89 00 67 16 Fax: 030 - 89 00 67 17 e-mail: np(a)sf-design.net http://www.sf-design.net

2 1

Multiple CustomerIDs drop down menus patch
by Laurent Minost 28 Aug '07

28 Aug '07

Hi everyone, For those of you who are using CustomerCompanySupport and managing more than two Customer Companies for each Customer User under OTRS, you will find attached to this mail a patch for OTRS 2.2.2 I made to get multiple drop down menus available through the AgentPanel / CustomerUser administration frontend. It allows Agents to manage in a more easily way Customers Companies for a specific Customer User (rather than using CIDa;CIDb;CIDc; in text boxes where Agent were needed to know each CID name). First, I advise OTRS community members to test this patch to check that everything is OK (Perl is not my favourite language). Second, if anyone have some little time, i would be glad to have your replies about improve/changes needed to this patch. Best regards, Laurent Minost

1 0

how to add new customer in OTRS
by Mihir Patel 28 Aug '07

28 Aug '07

Hello. I m one of your subscriber, i want to know how to add new customer in OTRS waiting for your positive reply Thanks and Regards Mihir patel

2 1

duplicate tickets after otrs.cleanup runs
by Jake 27 Aug '07

27 Aug '07

Hi, I've been searching the archives here and reading the documentation, haven't found answer to this problem yet. Everytime this job is run out of cron: 10 * * * * $HOME/bin/otrs.cleanup We have a lot of tickets that are already in otrs duplicated. We have commented out that cron job for now, but I'm trying to determine 1) why the duplicates and 2) is this job really needed? The otrs.cleanup job makes a call to Postmaster.pl, and it runs through our otrs/var/spool directory for emails to cleanup. The output from otrs.cleanuplooks like this: Checking otrs spool dir... Starting otrs PostMaster... (/opt/otrs//var/spool/1) failed. Starting otrs PostMaster... (/opt/otrs//var/spool/10) (remove email) done. Starting otrs PostMaster... (/opt/otrs//var/spool/100) (remove email) done. Starting otrs PostMaster... (/opt/otrs//var/spool/101) (remove email) done. Starting otrs PostMaster... (/opt/otrs//var/spool/102) (remove email) done. Nothing really conclusive to me there. Any ideas on why we might be getting the duplicate tickets when this runs? Thanks!

3 3

Configuration Items
by Ernesto Silva 27 Aug '07

27 Aug '07

Hi, I'm evaluation OTRS + ITSM and this may be a very stupid question, but still... How can I add an new Configuration Item like a computer, software, etc.? Tranks, -- Ernesto Silva. Coordinador de Desarrollo Web y Sistemas Abiertos Centro de Procesamiento de Datos Universidad ORT Uruguay. E-mail: silva(a)ort.edu.uy Tel: (+598-2) 902-1505 ext. 206 Fax: (+598-2) 900-2952

2 2

Stats of response per user and hour
by Gustavo Azambuja 27 Aug '07

27 Aug '07

Guys, i post a script for generate graphs with: Day: 08/27/2007 USER - 8h 9h 10h 11h 12h 13h .... User_1 - 3 12 13 7 5 14 User_2 - 8 10 21 12 9 10 this number is total of mails sent with system. This one form to know the yield by user/hour The post (in spanish and portugues): http://gazambuja.ideas3.com/2007/08/24/graficas-de-rendimiento-en-otrs/ Any help to do better, please mail me. -- Saludos, Gustavo Azambuja Linux User: 275813 http://gazambuja.ideas3.com

1 0

http address in OTRS emails
by Andrew Meyer 27 Aug '07

27 Aug '07

Hi, I am trying to change the http://yourhost.example.com address in the Notification emails but can't seem to find out where it is. Could someone please help me? Andrew Meyer Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868

2 1

enable debug logging?
by Keith G Holub 27 Aug '07

27 Aug '07

I'd like to enable debug logging. How is this done? I do not see an option for it under Core::Log/ Thanks, Keith -- Keith Holub NOAA/OAR/ESRL Boulder NOC work: 303 497 6774 keith.g.holub(a)noaa.gov cell: 720 308 3379

1 0

Subject in FollowUp
by Edward Kovarski 27 Aug '07

27 Aug '07

Has anyone noticed that subjects on FollowUps in the v2.2.2 are somewhat mangled? For example, the subject on many of our followups appear as, [Ticket#2007082510000051] [Ticket#20070825 [...] Is this by design? Essentially it looks like it inserts the Ticket# and then the default twenty characters of the original subject which happen to be the ticket number as well. I've started digging through the source to see whether I can change it, as I've just started evaluating it, but I was wondering if someone else ran across this as well and adjusted it to be more pleasant such as "[Ticket#....] Subject". Oddly enough, when the ticket owner gets notified of the followup the subject is properly parsed without the extra ticket number. Ed

2 1

a few questions about customizing auto-reply and ticket status
by Martin Hamant 27 Aug '07

27 Aug '07

Hi ! I am testing OTRS to see if it can be suitable for our needs. 1) About Auto-reply feature: I have set defaults auto-reply messages (follow-up, reply ...) but I can't make the "reject" one to work. If a customer reply by email to a closed ticked, it just reopen it. What I am expecting for in that case is rejecting with the messages: "Your previous ticket is closed. -- Your follow up has been rejected. -- Please create a new ticket. Your OTRS Team" whether than reopen it ! What am I doing wrong ? 2) Subject on customer follow-up and available variables - On the bottom of the auto-reply properties screen, there are some variables you can use in emails template. ( OTRS_CUSTOMER_SUBJECT... etc). Is details for the wildcards in OTRS_TICKET_* are documented somewhere ? - On customer follow-up, <OTRS_CUSTOMER_SUBJECT[20]> becomes something like "[Ticket#2007080922000013] [Ticket#20070809 [...]". I would like to get the ORIGINAL ticket subject, that's why I hope i can use a properties of OTRS_TICKET_* Thank you !! -- Martin

2 4

OTRS is too slow
by Bc. Radek Krejca 27 Aug '07

27 Aug '07

Hello, I have problem with otrs which is very slow. I thought the problem is in MySQL but now I see the problem is in Perl. When I am opening page then processor load is on 100% for about 10 seconds (sometimes longer). I use it on FreeBSD with dual core processor (SMP support is turned on). I tried to turn on php_mod in apache but there was a problem with pictures (I didn't see them) and speed was better but still slow. I am very sad that otrs isn't written in php :-(. -- Regards, Bc. Radek Krejca STARNET, s. r. o. radek(a)ceskedomeny.cz

6 11

Reject of closed tickets not properly working
by Gabriele D'Andrea 27 Aug '07

27 Aug '07

I'm running OTRS 2.1.7 and I' ve configured my queues so that follow ups for closed tickets are rejected. Yesterday, I received a followup for a closed ticket, that wasn't rejected. The syslog showed that entry Aug 1 12:05:08 otrs OTRS-PM3-10[5620]: [Notice][Kernel::System::PostMaster::Reject::Run] Reject FollowUp Article to Ticket [2 007080110000014] created (TicketID=667, ArticleID=1566). Follow up rejected. However the followup was in fact accepted all the same I found an old post (dated 2004!) relating to the same problem in ver. 1.3.2, with no response http://www.mail-archive.com/otrs@otrs.org/msg06237.html Thanks for any help -- Gabriele D'Andrea

3 9

RE: RE: [otrs] ORTS user and Cron Jobs
by Rummler, Jens 27 Aug '07

27 Aug '07

Hi Christian, to start OTRS type: > rcotrs start [... or rcotrs restart if it's already up.] And forget about Cron.sh - the service does that all by itself. If you want to change the cronjobs, check the /opt/otrs/var/cron Directory. Cheers, Jens

1 0

POP3 SSL
by Mitchell Vincent 27 Aug '07

27 Aug '07

Is there any documentation on setting up OTRS to check a POP3 account over an SSL connection? I've seen it mentioned a few times on-list that this feature might be in OTRS already, or planned for the near future. Can anyone confirm that? Thanks! -- - Mitchell

4 4

automatic user creation
by Юрий Полтев 27 Aug '07

27 Aug '07

Hello All. Is it possible to setup automatic user creation uppon first request? so that there is no need for users to make any other actions to reach their tickets. -- Best regards mailto: look.ice(a)gmail.com

2 1

ORTS user and Cron Jobs
by RT - Christian - OpenSUSE 26 Aug '07

26 Aug '07

Thanks Jens, seems like I am almost there. I can send mail through my POP account, but not able to check automatically, using the Cron Jobs?? I have to use: rt:/opt/otrs # ./bin/PostMasterPOP3.pl Message 1/1 (lightlv\rt(a)mail.lightgroup.com) Connection to mail.lightgroup.com closed. rt:/opt/otrs # ls .Xauthority .procmailrc COPYING README bin .dmrc .procmailrc.dist CREDITS README.database doc .fetchmailrc .viminfo INSTALL README.webserver scripts .fetchmailrc.dist .xsession-errors INSTALL.RedHat RELEASE var .mailfilter ARCHIVE INSTALL.SuSE TODO .mailfilter.dist CHANGES Kernel UPGRADING rt:/opt/otrs # cd bin rt:/opt/otrs/bin # ./Cron.sh start Nocronjobs in /ver/cron found! * Check the $HOME (/etc/passwd) of the OTRS user. It must be in the root dir of your OTRS system (e.g. /opt/orts). I still get the responce that there are not any Cron Jobs found. I also tried starting OTRS: rt:/etc/sysconfig # rcotrs status Checking for httpd2: running Checking for service MySQL: running Checking database connect... (It looks Ok!). Checking /opt/otrs/bin/PostMaster.pl ... (activ) done. Checking otrs spool dir... done. And everything seems to be ok? So I decided to see what everything in the bin folder looks like: rt:/opt/otrs/bin # ls -oh total 244K -rwxrwxr-x 1 wwwrun 2.2K Jul 30 19:24 CheckDB.pl -rwxrwxr-x 1 wwwrun 3.8K Jul 30 19:24 CheckSum.pl -rwxrwxr-x 1 wwwrun 2.4K Jul 30 19:24 CleanUp.pl -rwxrwxr-x 1 wwwrun 3.3K Aug 21 17:03 Cron.sh -rwxrwxr-x 1 wwwrun 2.5K Jul 30 19:24 Cron4Win32.pl -rwxrwxr-x 1 wwwrun 1.7K Jul 30 19:24 CryptPassword.pl -rwx------ 1 otrs 4.2K Jul 30 19:24 DeleteSessionIDs.pl -rwxrwxr-x 1 wwwrun 6.3K Jul 30 19:24 GenericAgent.pl -rwxrwxr-x 1 wwwrun 7.4K Jul 30 19:24 PendingJobs.pl -rwxrwxrwx 1 wwwrun 3.9K Jul 30 19:24 PostMaster.pl -rwxrwxr-x 1 wwwrun 1.6K Jul 30 19:24 PostMasterClient.pl -rwxrwxr-x 1 wwwrun 4.5K Jul 30 19:24 PostMasterDaemon.pl -rwxrwxr-x 1 wwwrun 7.9K Jul 30 19:24 PostMasterPOP3.pl -rwxrwxr-x 1 wwwrun 2.0K Jul 30 19:24 RebuildTicketIndex.pl -rwxrwxr-x 1 wwwrun 4.4K Jul 30 19:24 SetPermissions.sh -rwxrwxr-x 1 wwwrun 8.1K Jul 30 19:24 StatsExportToOPM.pl -rwxrwxr-x 1 wwwrun 2.4K Jul 30 19:24 UnitTest.pl -rwx------ 1 otrs 5.0K Jul 30 19:24 UnlockTickets.pl -rwxrwxr-x 1 wwwrun 5.0K Aug 20 13:35 WebWatcher.pl -rwxrwxr-x 1 wwwrun 3.6K Jul 30 19:24 XMLMaster.pl drwxrwxr-x 3 wwwrun 4.0K Aug 20 13:33 cgi-bin drwxrwxr-x 2 wwwrun 4.0K Aug 20 13:33 fcgi-bin -rwxrwxr-x 1 wwwrun 13K Jul 30 19:24 mkStats.pl -rwxrwxr-x 1 wwwrun 22K Jul 30 19:24 opm.pl drwxrwxr-x 3 wwwrun 4.0K Aug 21 15:32 otrs-2.2.2 -rwxrwxr-x 1 wwwrun 8.2K Jul 30 19:24 otrs.CreateNewTranslationFile -rwxrwxr-x 1 wwwrun 2.1K Jul 30 19:24 otrs.RebuildConfig.pl -rwxrwxr-x 1 wwwrun 2.2K Jul 30 19:24 otrs.addGroup -rwxrwxr-x 1 wwwrun 3.0K Jul 30 19:24 otrs.addQueue -rwxrwxr-x 1 wwwrun 1.4K Jul 30 19:24 otrs.addStdResponse2Queue -rwxrwxr-x 1 wwwrun 2.5K Jul 30 19:24 otrs.addUser -rwxrwxr-x 1 wwwrun 2.8K Jul 30 19:24 otrs.addUser2Group -rwxrwxr-x 1 wwwrun 2.8K Jul 30 19:24 otrs.checkModules -rwxrwxr-x 1 wwwrun 1.5K Jul 30 19:24 otrs.cleanup -rwx------ 1 otrs 2.6K Jul 30 19:24 otrs.getConfig -rwxrwxr-x 1 wwwrun 1.4K Jul 30 19:24 otrs.getGroupID -rwxrwxr-x 1 wwwrun 2.8K Jul 30 19:24 otrs.getTicketThread -rwxrwxr-x 1 wwwrun 1.4K Jul 30 19:24 otrs.getUserID -rwxrwxr-x 1 wwwrun 2.4K Jul 30 19:24 otrs.setPassword -rwxrwxr-x 1 wwwrun 6.1K Jul 30 19:24 xml2sql.pl rt:/opt/otrs/bin # And here I am again, still a bit confused to why the Cron Jobs are not running??? Any ideas????? ********************* Hi Christian, I run OTRS on SuSE 10.2 and I had the same issue. The problem is, that the OTRS-Service is not started. Check 'rcotrs status'. My problem was, that the service tried to start while entering Runlevel 3, but it was too fast so Apache2 was not up when it checked for it. The solution: In /etc/sysconfig/otrs: OTRS_HTTP_RUNNING=0 Cheers, Jens

1 0

CustomerUserValidFilter usage (LDAP backend)
by Jesús M. Navarro 26 Aug '07

26 Aug '07

Hi: I'm trying to configure OTRS 2.2.2 so it uses a customer LDAP backend. Currently clients authenticate against OpenLDAP just fine, but I'm having problems defining who are valid users since I take them out of my company's white pages (which, of course, have a ton of entries that are *not* customer users). Authentication is managed by means of a posix group, and just works OK like this: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'server.example.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=supportclients,ou=groups,dc=example,dc=com'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; And then, customer data, which is the problematic part: $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'server.example.com', BaseDN => 'dc=example,dc=com', SSCOPE => 'sub', Die => 1, }, CustomerKey => 'uid', CustomerID => 'o', # CustomerUserValidFilter => '(!(description=gesperrt))', # CustomerUserValidFilter => '', (...) This, of course, shows *every* user in the directory as client (for instance at Admin->Clients within the web interface). I think I should create a "CustomerUserValidFilter" so only those users that belong to the supportclients group are listed (those whose Uid is listed on the memberUid attribute from the cn=supportclients,ou=groups,dc=example,dc=com group) but I'm lost regarding how can it be done or what's the sintax the CustomerUserValidFilter param expects. Any suggestion? TIA -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro(a)andago.com

1 0

Auto Close old tickets
by Gustavo Azambuja 24 Aug '07

24 Aug '07

Hi, we have lot of much tickets in state open, i want close all tickets without response of my clients in last week. With Generic Agent i dont do this, this is correct? How i do this? -- Saludos, Gustavo Azambuja Linux User: 275813 http://gazambuja.ideas3.com ----------------------------- Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail -----------------------------

4 8