- otrs - OTRS mailing lists

Notification for closed ticket
by Julien Munch2001 24 Aug '07

24 Aug '07

Hello, I'd like to send an auto answers to the customer at closing a ticket but I don't find how to do this. This possibility isn't in the list of auto answers... Thanks for the help _________________________________________________________________ Avec Windows Live OneCare éliminez tous les virus de votre PC ! http://www.windowslive.fr/liveonecare/default.asp

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Users missing after 2.1.7 to 2.2.1 Upgrade...
by Jeff Shepherd 24 Aug '07

24 Aug '07

I've just updated my OTRS installation on Fedora 3 and now under Admin -> Users, nothing is listed. I see the users listed when I go to "Admin Notification" and a few other places, however, I cannot modify the users under the actual "Users" control. Any thoughts? Thanks! -Jeff

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Installation of otrs 2.2 on CentOS
by Agim Cami 24 Aug '07

24 Aug '07

I am trying to install otrs 2.2 on CentOS 4.4. After the installation by the command yum install otrs-2.2.2-01.i386.rpm the apache fail to start. The error message appairs : Starting httpd: (13)Permission denied: httpd: could not open error log file /var/log/httpd/error_log. Unable to open logs The rights on the file are corrects. Is any other configurtion on apache server to do? -- Agim Cami

1 0

Sort/search by update date not created date
by Eirik Pettersen 24 Aug '07

24 Aug '07

We have been using OTRS for a couple of months and generally we are quite happy with it. One thing we seem to be missing is functionality with regard to the ticket update date, and so far I haven't found any relevant configuration parameters. Firstly: Many of our tickets take several emails before it is resolved, and to be fair we'd prefer to work through the queues based on the last updated date instead of the created date. Is there a way to get the queues to sort in ticket update order instead of creation date? Secondly: Quite often we like to search for tickets by the last update date, not by the creation date, but there is no field for this on the search page? Thanks in advance for any help, pointers etc. Eirik Eirik Pettersen, Chief Technology Officer, Gandi Group Ltd www.gandi.net/www.moonfruit.com

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Database replication
by Thorsten.Dannhausen＠Bertelsmann.de 24 Aug '07

24 Aug '07

Hi, i'm working for an international operating company and we want to use otrs as our global helpdesk-system. So I need a way to replicate the databases to different location so that every location has the same view, or at least almost. Has anybody done this before and give me a little hint how to accomplish this. Many thanks in Advance Thorsten

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Escalation time unit
by Damien BASTIE 23 Aug '07

23 Aug '07

Hi, I have a problem with Escalation time for queue... I have define a queue with : Escalation - First Response Time (minutes): 240 Escalation - Update Time (minutes): 480 Escalation - Solution Time (minutes): 960 Now when i'm testing the queue with sending a mail, i have very high strange value : First Response Time: 14 hours 59 minutes Update Time: 18 hours 59 minutes Solution Time: 85 hours 59 minutes Why i have this ? (using 2.2.1 version) Thanks in advance, Damien BASTIE

1 0

OTRS user and Cron Jobs
by RT - Christian - OpenSUSE 23 Aug '07

23 Aug '07

RT - Christian - OpenSUSE wrote: >/ I installed using the rpm file for Open SUSE. />/ ver=var your right, typo... =-) />/ />/ whoami comes back with OTRS, when I used grep otrs /etc/passwd I />/ get this below: />/ />/ rt:/opt/otrs/bin # grep otrs /etc/passwd />/ otrs:x:1001:8:OTRS System User:/opt/otrs:/bin/false / The '/bin/false' at the end means that your otrs user doesn't have a login shell associated, so 'su otrs' shouldn't get you a shell as user otrs. (You could run 'su -s /bin/bash - otrs' to change to user otrs and get a bash shell.) I don't know about OpenSuSE, but on RHEL/ CentOS I can just run 'service otrs start' (as root) to start the OTRS cron jobs. Doesn't the SuSE RPM install a file called /etc/ init.d/otrs? Nils Breunese. Continued by RT - Christian - OpenSUSE: With Open SUSE I use "./otrs start" to run the service, and yes your correct, the /etc/init.d/orts does exist as well. Here are the results when I attempted to start otrs. Also, otrs is running and runnign well I might add, so when you see the info below you'll see why I mentioned this. otrs@rt:/etc/init.d> ./otrs start Starting OTRS Checking Apache ... failed! --> Please start the webserver at first! (rcapache2 start) <-- otrs@rt:~> su Password: rt:/opt/otrs # cd rt:~ # rcapache2 start Apache is already running (/var/run/httpd2.pid) done rt:~ # su -s /bin/bash - otrs otrs@rt:~> cd /etc/init.d/ otrs@rt:/etc/init.d> ./otrs start Starting OTRS Checking Apache ... failed! --> Please start the webserver at first! (rcapache2 start) <-- otrs@rt:/etc/init.d> Ok, soooo... I can access and use OTRS, but when it attempts to start, it says Apache is not running?? Ok??

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Access denied when running restore.pl
by Patrick Evans 23 Aug '07

23 Aug '07

Hi, I am getting access denied when I'm trying to run the restore.pl file. I basically installed the OTRS on a new machine and now trying to run the restore.pl of a backup. Here is the error I'm getting: Restore scripts/backup//Config.tar.gz... DBI connect('database=otrs;host=localhost;','otrs',...) Failed: Access denied for user 'otrs'&'localhost' (using password: XXXX) at C:/otrs/otrs/kernel/system/ DB.pm line 197 Error: OTRS-Restore-10 Perl: 5.8.8 OS: MSWin32 Time: Message: Access denied for user 'otrs'@'localhost' (using password: XXXX) Traceback(3588) Module: Kernel::System::DB::new (v1.73) Line: 174 Module: scripts/restore.pl (v1.4) Line: 84 I know it is a new install but shouldn't it allow access after installing if it has no user information? If not how do I give the restore.pl access? Do I have to copy over the permissions from the backup and if so what file do I need to copy over? Thanks.

2 1

Possible bug in CustomerTicketZoom.dtl
by Laurent Minost 23 Aug '07

23 Aug '07

Hi, Using OTRS 2.2.2 and noticed that it's possible there's a problem with CustomerTicketZoom.dtl code : -----  <hr> <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="CustomerTicketZoom"> <input type="hidden" name="Subaction" value="Store"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> <input type="hidden" name="ArticleID" value="$QData{"Article::ArticleID"}"> <input type="hidden" name="FormID" value="$QData{"FormID"}"> <table border="0" width="100%"> <tr> <td class="contentkey" width="15%">$Text{"Subject"}:</td> <td class="contentvalue" width="85%"> ---> <input type="text" name="Subject" value="$QData{"Subject"}" size="70"> <--- </td> </tr> <tr> ----- It seems $QData{"Subject"} should filled up Subject textbox with old Subject for the current ticket but it currently doesn't. Does anyone can confirm me this behaviour is normal or not, or at least is the same as mine on its OTRS installation ? Thanks by advance, BR, Laurent Minost

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RE: [otrs] Problems with accent and special characters(Ñ and á) tildes
by Dan King 23 Aug '07

23 Aug '07

Hi Carlos, I had the same issue with french special characters. I had to add a mod_perl environment variable so it used the same character set that the database was using for its character encoding. I am using Oracle as a backend and had to set NLS_LANG as a unix environment variable. I also had to set a perl environment variable because I guess it does not get the ones from the server. What does the error say that you are receiving? I had two issues before I fixed the problem. One was that all special characters would show up as question marks. The second was that if I had a special character in the Subject line of an incoming or outgoing email ticket or a phone ticket I would receive an error and the ticket wasn't processed or added to the queue, I'm sorry I don't remember what the error message was. The lines of code I used to fix this was placed in the httpd.conf file for apache. It is below: PerlSetEnv NLS_LANG AMERICAN_AMERICA.WE8ISO8859P1 PerlPassEnv NLS_LANG The following commands might need to be placed in the .profile file of a user that runs OTRS, apache, or your database or a combination of the three. I haven't experimented this far because I just fixed my problem late yesterday so I don't know if any or all are required. NLS_LANG=AMERICAN_AMERICA.WE8ISO8859P1 export NLS_LANG Although these commands can vary depending on the OS and database software you are using. Email back if you have further questions. 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 Carlos Álvarez Sent: August 23, 2007 5:16 AM To: otrs(a)otrs.org Subject: [otrs] Problems with accent and special characters(Ñ and á) tildes I have a problem with Spanish special characters, as ´ or Ñ, when I write some with these characters (I'm spanish), I have problems and I receive a error on the screen, can I resolve this problem? Thanks. -- Carlos Alvarez Dataware Sistemas _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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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queue order
by Peter Hoogkamer 23 Aug '07

23 Aug '07

Hello list, I am starting to use OTRS now and I have made several queues. But now I would like to see my personal queue listed when I log in to OTRS and not the general queue. Can somebody tell me how to do this?? Thx, Peter

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Problems with accent and special characters (Ñ and á) tildes
by Carlos Álvarez 23 Aug '07

23 Aug '07

I have a problem with Spanish special characters, as ´ or Ñ, when I write some with these characters (I'm spanish), I have problems and I receive a error on the screen, can I resolve this problem? Thanks. -- Carlos Alvarez Dataware Sistemas

1 0

ORTS user and Cron Jobs
by RT - Christian - OpenSUSE 23 Aug '07

23 Aug '07

>/ I am new to Linux, Open SUSE 10.2 to be specific so please bare with: />/ />/ The issue I am having is that OTRS's Cron Jobs are not running, />/ specifically not getting any new mail into the RAW queue. />/ />/ When I look into starting the jobs, here's what I get: />/ />/ rt:/opt/otrs/bin # sudo -u otrs ./Cron.sh start otrs />/ 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). />/ />/ rt:/opt/otrs/bin # crontab -l -u otrs />/ no crontab for otrs />/ rt:/opt/otrs/bin # />/ />/ Trying a different approach results in the same: />/ />/ rt:/opt/otrs/bin # su otrs />/ 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). />/ />/ What I have noticed in reviewing the otrs docs is something is wrong />/ with the "su otrs" user. I am guessing i should have a rt:/bin $ />/ result />/ after using the su command. / How did you install OTRS? Are you sure the error messages are mentioning /ver/cron? I'm pretty sure you have no /ver on your system, sure it isn't /var? And what is the homedir of the otrs user (aka what's the output of 'grep otrs /etc/passwd')? You can run 'whoami' to check what user you are running as at any given moment. Nils Breunese. UPDATED: ENTRY BELOW I installed using the rpm file for Open SUSE. ver=var your right, typo... =-) whoami comes back with OTRS, when I used grep otrs /etc/passwd I get this below: rt:/opt/otrs/bin # grep otrs /etc/passwd otrs:x:1001:8:OTRS System User:/opt/otrs:/bin/false rt:/opt/otrs/bin #

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RE: [otrs] ORTS user and Cron Jobs
by Rummler, Jens 23 Aug '07

23 Aug '07

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

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SMTP problem!!!!!!
by Alan Creed 22 Aug '07

22 Aug '07

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missing icon
by Kevin Valleroy 22 Aug '07

22 Aug '07

I have been having a problem with a missing icon on the agent screen since version 2.0.1. I recently upgraded to 2.2.2 in hopes that it would go away but it actually got worse. The icon is the one that is just to the right of the logoff icon. I believe that it is supposed to be the home button. I have a large box there with html text displayed and the icon picture is not available. I have tried to search through the sysconfig as well as several of the pm and dtl files to find out how to fix this. Can anyone help? Kevin

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Re: [otrs] Deactivating Telephone tickets + standard status after ticket anwer
by Markus Uelzer 22 Aug '07

22 Aug '07

Found both in the sysconfig, thanks! As soon as you disbale the "Phoneticket" Module, also the link with the telephon reply disappears. For the 2nd one, default ticket status can be changed within sysconfig, too. But i don't remeber where i found it ;) Thanks! *Von:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Gesendet:* 14.08.07 20:35:15 *An:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Betreff:* Re: [otrs] Deactivating Telephone tickets + standard status after ticket anwer New Phone Ticket (in nav) removal: Admin > Sysconfig > Group = Ticket > Frontend::Agent::ModuleRegistration (I think you just uncheck the box Frontend::Module###AgentTicketPhone:) I looked around sysconfig too and dont see a way to remove the Telephone reply but I know its possible with sysconfig. Anyone else remember where they may have seen that? I also didnt see the default state setting in sysconfig but im pretty sure, again its there and maybe someone else in this list can help locate? -Andy On 8/14/07 12:50 PM, "Markus Uelzer" <Markus-Uelzer(a)web.de> wrote: Hi Andy! Thansk for your fast response. More or less I am aware that I can find this functions somewhere in the Sysconfig. But i have 0 Idea where exactly. I'm clicking through all points here since about 30 minutes, but no clue so far :( Thanks :) *Von:* "User questions and discussions about OTRS.org" *Gesendet:* 14.08.07 18:41:55 *An:* "User questions and discussions about OTRS.org" *Betreff:* Re: [otrs] Deactivating Telephone tickets + standard status after ticket anwer Check sysconfig for removing menu items. Its really easy once you locate it :) For the default ticket status I think its also in sysconfig for default ticket state. HTH, Andy Lubel On 8/14/07 12:25 PM, "Markus Uelzer" <Markus-Uelzer(a)web.de> wrote: Hello folks, 2 things that i haven't figutred out so far by using the documentation. Telephone: Since our agents do not give telephone support the "Telephone Ticket" button in the Top bar, as well as the link "Call customer" right to every ticket is more or less useless. Can I deactivate those 2 functions somehow without editing 100000 files? The second one. Is it possible to set the default ticket status to "closed" as soon as an angent answers the ticket? Of course there is the dropdown when answering a ticket, but it would be great, if the agent has not to choose "close" for every answer he gives. Many thanks in advance! Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. *http://www.pc-sicherheit.web.de/startseite/?mc=022220 [http://www.pc-sicherheit.web.de/startseite/?mc=022220]* <http://www.pc-sicherheit.web.de/startseite/?mc=022220> [http://www.pc-sicherheit.web.de/startseite/?mc=022220] _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ [http://otrs.org/] Archive: http://lists.otrs.org/pipermail/otrs [http://lists.otrs.org/pipermail/otrs] To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs [http://lists.otrs.org/cgi-bin/listinfo/otrs] Support or consulting for your OTRS system? => http://www.otrs.com/ [http://www.otrs.com/] - _______________________________________________OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: [http://otrs.org/Archive:] http://lists.otrs.org/pipermail/otrsTo [http://lists.otrs.org/pipermail/otrsTo] unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport [http://lists.otrs.org/cgi-bin/listinfo/otrsSupport] or consulting for your OTRS system?=> http://www.otrs.com/ [http://www.otrs.com/] Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. *http://www.pc-sicherheit.web.de/startseite/?mc=022220 [http://www.pc-sicherheit.web.de/startseite/?mc=022220]* <http://www.pc-sicherheit.web.de/startseite/?mc=022220> [http://www.pc-sicherheit.web.de/startseite/?mc=022220] _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ [http://otrs.org/] Archive: http://lists.otrs.org/pipermail/otrs [http://lists.otrs.org/pipermail/otrs] To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs [http://lists.otrs.org/cgi-bin/listinfo/otrs] Support or consulting for your OTRS system? => http://www.otrs.com/ [http://www.otrs.com/] -- _______________________________________________OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport or consulting for your OTRS system?=> http://www.otrs.com/ 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]

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emptying queue
by pri pri 22 Aug '07

22 Aug '07

hi all i am running otrs on windows sbs 2003. i have received loads and loads of spam into one of the queues. is there any way to clear the queue other than bulk action and blocking spam? please do let me know thank you _________________________________________________________________ Voice your questions and our experts will answer them http://content.msn.co.in/Lifestyle/AskExpert/Default01.htm

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backup on server 2003
by Peter Hoogkamer 22 Aug '07

22 Aug '07

Dear list, I am running OTRS on a Windows Server 2003 machine and want to make a backup on my windows machine. I have been thinking about making a batch file which executes perl and calls the /scripts/backup.pl. But isn't there an easier way to backup OTRS?? Thanks, Peter

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Wrong customer ID at email ticket
by Dummy cerberus 22 Aug '07

22 Aug '07

Hello, I have setup a POP3 account to receive tickets by email... When I sent an email to that account from oneuser@domain, it arrives and is store at Raw queue... but the system show as customer ID anotheruser@domain... Why doesn't OTRS assign oneuser@domain as CusomterID for that ticket? Maybe I forgot to setup anything? Best regards M.A.

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Users, customers, groups and roles
by Dummy cerberus 22 Aug '07

22 Aug '07

Hello, I'm setting up my first OTRS system (2.2.1) and trying to adapt it to my helpdesk... I want my customers to have access to some of the queues of the system, depending on the department where they are located... I also want to allow access to my agents to some of those queues, depending on whether the support that queues or not (for instance, development of new apps and customer support)... I have read the doc and I think it's not very clear about how achieving that... I have created a new role to allow customer to add new ticket to a subset of queues: .- New group G .- New queue belonging to that queue Q .- New role R .- Roles<->Groups and mark 'create' for role R and group G .- Roles<->Cusomers and mark 'active' for role R and user U Now I open http://.../customer.pl and logon as user U, but cannot create a new ticket in queue Q. I have tried marking 'owner' and 'rw' at Roles<->Groups, but I doesn't work... I suppose that I don't understand well the differences and purposes for agents, customer, groups and roles: .- Groups/Roles available are the same for agents and customers? .- Can I synchronize them to ActiveDirectory groups? .- How should I perform the behaviour described above? .- Is there any sample/doc besides the official manual available so I can clarify myself with samples after reading the doc? Thanks in advance and best regards...

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RE: [otrs] deleteting data from OTRS
by Alan McKeown 22 Aug '07

22 Aug '07

Hi, Yes I think that would be a very good feature. I think also that by default if users are invalid then they are NOT shown in the list. Regards Alan Alan Mckeown JoraPh Consulting Ltd Suite 1.05 Grosvenor House Central Park Telford TF2 9TW Mobile: +44 (0)7841 996 331 Skype: joraph_alanm Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com <blocked::http://www.joraph.com/> ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent Minost Sent: 22 August 2007 11:16 To: User questions and discussions about OTRS.org Subject: Re: [otrs] deleteting data from OTRS Hi, >From which I noticed, it seems OTRS only display *current* CustomerUser and CustomerCompany informations in TicketView so except that you won't be able to get these infos when displaying a ticket, you can delete from database in customer_user and customer_company the entry for this CU and CC. I've just done a test renaming in my ticket table of otrs database the value of customer_id to an unexisting customer_id value for a specific ticket number and OTRS generate no error except it no longer displays customer informations took from customer_user/customer_company tables. I think that frontend is lacking of a link that can "Toggle valid/invalid display" CU/CC/Users/Groups ... so when you have 100 invalid CustomerUsers you can choose to display them with valid ones or not. It could be a good feature. BR, Laurent Minost Le mercredi 22 août 2007 à 11:42 +0200, Nils Breunese (Lemonbit) a écrit : Alan McKeown wrote: > I understand that but if things don't get deleted then the admin > interface for users, customers etc becomes very messy. Deleting > would be > a good option. Is this possible? I don't think it's possible, or at least not a good idea. I believe that when you would delete a customer, OTRS would have to also delete all the associated tickets and other data or the database would no longer be consistent. I believe that's why there is no delete option. Setting a customer to be no longer valid makes sure that customer can no longer login, but the customer's ticket history is still available for searching for instance. 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/ -- This message has been scanned for viruses and dangerous content by JoraPh Consulting <http://www.joraph.com/> , (Server #1) and is believed to be clean. -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

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RE: [otrs] deleteting data from OTRS
by Alan McKeown 22 Aug '07

22 Aug '07

Hi, Is there any way then of making the interface more user friendly. It look then that the interface will just get bigger and bigger, For example now when I look at the page Customer Users <-> Groups it is very large and becomes difficult to manage, the same will be for User <-> Groups. If the data is held in a database then there must be an entity model with all the relationships which would allow me to delete data? Does such a document exist and would you let people such as myself look at it? Regards Alan Alan Mckeown JoraPh Consulting Ltd Suite 1.05 Grosvenor House Central Park Telford TF2 9TW Mobile: +44 (0)7841 996 331 Skype: joraph_alanm Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: 22 August 2007 10:43 To: User questions and discussions about OTRS.org Subject: Re: [otrs] deleteting data from OTRS Alan McKeown wrote: > I understand that but if things don't get deleted then the admin > interface for users, customers etc becomes very messy. Deleting > would be > a good option. Is this possible? I don't think it's possible, or at least not a good idea. I believe that when you would delete a customer, OTRS would have to also delete all the associated tickets and other data or the database would no longer be consistent. I believe that's why there is no delete option. Setting a customer to be no longer valid makes sure that customer can no longer login, but the customer's ticket history is still available for searching for instance. Nils Breunese. -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

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RE: [otrs] deleteting data from OTRS
by Alan McKeown 22 Aug '07

22 Aug '07

Hi Nils, I understand that but if things don't get deleted then the admin interface for users, customers etc becomes very messy. Deleting would be a good option. Is this possible? Regards Alan Alan Mckeown JoraPh Consulting Ltd Suite 1.05 Grosvenor House Central Park Telford TF2 9TW Mobile: +44 (0)7841 996 331 Skype: joraph_alanm Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: 22 August 2007 09:51 To: User questions and discussions about OTRS.org Subject: Re: [otrs] deleteting data from OTRS Alan McKeown wrote: > Is it possible from within the web interface to remove agents, > users, groups, queues. > > I have a couple of customers who are not supported anymore and I > want to carry out a tidy up operation. The OTRS philosophy is to not ever delete anything. You can set customers to be no longer valid though. Just login as a user that can access the Admin section and there you can change your agents, users, etc. See chapter 5 of the Admin Manual: <http://doc.otrs.org/2.2/en/ html/c737.html>. Nils Breunese. -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

4 3

deleteting data from OTRS
by Alan McKeown 22 Aug '07

22 Aug '07

Hi, Is it possible from within the web interface to remove agents, users, groups, queues. I have a couple of customers who are not supported anymore and I want to carry out a tidy up operation. Regards Alan Alan Mckeown JoraPh Consulting Ltd Suite 1.05 Grosvenor House Central Park Telford TF2 9TW Mobile: +44 (0)7841 996 331 Skype: joraph_alanm Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com <blocked::http://www.joraph.com/> ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

2 1

ORTS user and Cron Jobs
by RT - Christian - OpenSUSE 22 Aug '07

22 Aug '07

Hello all, I am new to Linux, Open SUSE 10.2 to be specific so please bare with: The issue I am having is that OTRS's Cron Jobs are not running, specifically not getting any new mail into the RAW queue. When I look into starting the jobs, here's what I get: rt:/opt/otrs/bin # sudo -u otrs ./Cron.sh start otrs 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). rt:/opt/otrs/bin # crontab -l -u otrs no crontab for otrs rt:/opt/otrs/bin # Trying a different approach results in the same: rt:/opt/otrs/bin # su otrs 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). What I have noticed in reviewing the otrs docs is something is wrong with the "su otrs" user. I am guessing i should have a rt:/bin $ result after using the su command. Any guidance on how to remedy this? Thanks in advance!

2 1

RE: [otrs] ticketc owend by admin not queue agent
by Alan McKeown 21 Aug '07

21 Aug '07

Hi, Thanks for this. Is it possible to add this generic agent from the web interface? Regards Alan -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sébastien Prud'homme Sent: 20 August 2007 21:58 To: User questions and discussions about OTRS.org Subject: Re: [otrs] ticketc owend by admin not queue agent This is the normal behaviour. When a new ticket arrives in a queue, it is in the "new" state, no agent is working on it yet and the owner is 'administrator'. An agent can be the owner either be locking the ticket, by adding a response to it or if another agent change the owner of the ticket. You can add a GenericAgent if you want the ticket to be automaticaly owned by your agent: http://lists.otrs.org/pipermail/otrs/2004-October/006376.html 2007/8/20, Alan McKeown <Alan.McKeown(a)joraph.com>: > > hello, > I have a customer creating tickets which go to the correct queue. > I have an agent who has the queue in his group set-up however the new ticket > is owned by 'administrator' and not the queue agent. Please can some help > with this? > > regards > > Alan > -- > This message has been scanned for viruses and > dangerous content by JoraPh Consulting, (Server #1) > and is believed to be clean. > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.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/ -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean. -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

2 3

RE: OTRS is too slow
by Gerhard Weber 21 Aug '07

21 Aug '07

Hi everybody, I don't want to start a programming language discussion, but perl is not the cause if otrs is too slow for you. See http://shootout.alioth.debian.org/gp4/benchmark.php?test=all&lang=perl&l ang2=php for a comparision of perl and php according to speed. (Ok, I admid, I'm a perl fan ;) I don't want to blame the otrs-people - thanks for a great software! - but personally I think it's more in the design than in the language. Some ideas: * One thing is IMHO the template system - otrs might benefit greatly from a better (faster) system like e.g. HTML::Templates. * All parameters are passed by value not by reference (well allmost all). So there's a lot of copying in memory. * If you turn on mysql query log, you see that there are *lots* of queries. I don't know the system well enough (and there is the otrs caching mechanism) but maybe... * All the stylesheets and javascript is included in the HTML pages, instead of using extra files. This increases the webserver load (and the amount of delivered data). These are only ideas of course... and just from someone who only worked for a short time with otrs. And who is just guessing and did no benchmarks... Greetings, Gerhard

1 0

Re: [otrs] First Login- Windows Version - Total Newbie Question
by Laurent Minost 21 Aug '07

21 Aug '07

Hi, This message indicates that you're having a problem with your database configuration (login and/or password incorrect). Please check in your Config.pm for OTRS Database config (mysql it seems) that login and password you provided are OK. BR. Laurent Minost Le mardi 21 août 2007 à 10:20 -0400, Dane Roose a écrit : > I know this is a newbie question and I know nothing about PERL but > this is simply killing me! > > > > I just installed OTRS (for Windows) and the documentation tells me > that for the first login I must use root@localhost as my username and > root as my password. No problem understanding that BUT…… > > > > It does not tell me HOW to enter that username/password combo. Is > there a script I have to edit something? > > > > I am trying to login via my web browser with the URL of > http://localhost/otrs/index.pl and all I get is: > > > > [ OTRS ] > > > 00:14:42 - 08/21/2007 > > > > > > > Error: Access denied for user 'otrs'@'localhost' (using password: > YES) > > > Comment: > > > Please contact your admin > > > Bug Report: > > > > > ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: > MSWin32 Time: Tue Aug 21 00:14:42 > 2007 > > Traceback: Message: Access denied > for user 'otrs'@'localhost' (using > password: YES) > > Traceback (2692): > Module: Kernel::System::DB::new > (v1.73) Line: 174 > Module: > Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 144 > Module: > ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 > Module: (eval) (v1.81) Line: 203 > Module: > ModPerl::RegistryCooker::run > (v1.81) Line: 203 > Module: > ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 > Module: > ModPerl::Registry::handler (v1.99) > Line: 30 > > > > > > > > I appreciate any help I can get here. Sorry to post such a basic > newbie question but I am losing my mind! I have scoured the net and > user groups all to no avail…… > > > > Thanks so much in advance……… > > > > Dane Roose > > Project Engineer > > davidlogo > > D.A.V.I.D. Systems Inc. > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/

2 1

How to tweak the AgentQueueView?
by Ron DeFulio 21 Aug '07

21 Aug '07

Hello All, I'm new to OTRS and this mailing list. I just recently implmented OTRS to handle our support email needs, and so far everything is working great! Every tweak request that's come along has been doable in some form. My gratitude goes out to the programmers who have made OTRS everything that it is! I've been scouring the options and (to the best of my ability) the list postings to find out how I can achieve these tweaks. Our agents would like to see the last-activity (wether it is an internal note, or a reply to the customer) for items in the AgentQueue rather than the original customer email. In a lot of cases we've already sent a response to the customer and we're waiting to hear back, so we don't want to close the ticket until we've gotten a response. In other cases we need to do some internal work before we can get back to the customer with the answer. I configured a new pending mode called "pending customer response" .. We set the ticket to this pending mode, and give it a timeout period of a week. (It defaults to 24 hours right now, I'd like to change this but can't figure out how). When the timeout expires, the ticket reappears in the queue with a "no response" status. This is a sign for the agents to contact the customer to expedite closing out the ticket. Its these cases where tickets have already been addressed and the agents need to zoom into the ticket to see the history and click on the last-reply or last-note to see what remains to be done. If I could find a way to show the last-note or last-reply in the AgentQueueView that would be ideal. Finally, some of the ticket-parameters in the AgentQueueView are truncated. Theres apparrently a maximum length after which the words get truncated with [..]. For example, we have a queue called "Certificate Requests" .. In the agent queue view this appears as "Queue: Certificate Reques[..]". I'd like to either turn off the [..] feature, or increase the maximum line length. Again I couldn't find the relevant system setting. So, in summary, these are my tweaks - (1) Show last activity in the AgentQueueView preview (2) Set default of 1 week for pending items, instead of 24 hours. (3) Expand maximum string length in AgentQueueView for QueueName, Status, etc. If I need to change the source, I'm not much of a perl programmer but if you point me in the right direction I can hack my way through. Thanks in advance for any advice! Ron

1 0

reply with whole ticket thread inline
by Stephen Gebbie 21 Aug '07

21 Aug '07

Hi is it possible to have a 'compose answer' action that can include the whole ticket history. (i dont mind the fact any internal notes would be shown to the user) i've changed Frontend::Agent::Ticket::ViewZoom so i can now view the whole history on 1 page, but when i choose to reply to the user I want that whole history as part of the email. eg If i need to forward the thread to a non otrs user. the perfect solution would also be if what ever modification lets me do this wasnt global. Ideally I could make this 'special repsonse' only for 1 or 2 specific queues. but if i need to make global changes, no problems thanks

1 0

Re: [otrs] OTRS 2.2 on Windows 2003 Server error messages
by Ron DeFulio 21 Aug '07

21 Aug '07

Hello, I wanted to follow up to this posting to say that the MYSQL that installs with the otrs-win32 package by default is an older version (5.0.37). I upgraded to mysql 5.0.45 on the server and all the crashing went away. I also had issues where the queues did not display all applicable tickets (only the 'new' tickets would appear, not open or otherwise). This symptom also went a way with a mysql update. First I shutdown otrs with OTRS_Stop.bat, then I simply extracted the 5.0.45 mysql server files into c:\otrs\mysql.new then renamed c:\otrs\mysql to mysql.old and renamed mysql.new to mysql. Then restarted everything with OTRS_Start.bat. Everything worked great after that. Thanks Ron > Re: [otrs] OTRS 2.2 on Windows 2003 Server error messages > Jurgen de Wijs > Thu, 02 Aug 2007 04:15:06 -0700 > I have done some more investigations is the log files and it seems > that the error is caused when the module "pendingjobs.pl" is executed. > I have started this job from the command line and then no error > message is generated. > I searched in bugtraq but found no known error related to this module. > Regards, > Jurgen de Wijs > 2007/7/30, Maciej Łoszajc <[EMAIL PROTECTED]>: > > > I am running version 2.2.1 > > > > > > Did you find a way around it? > > > > > > I'm as well running 2.2.1 and had the same problem. But the funny thing is > > that I had 3 installations of OTRS, one on my private laptop [XP HE], one on > > company laptop [XP Pro] and one on Win 2003 Server SE. All three gave me the > > same error [perl.exe and mysqll.dll]. 2 days ago suddenly this error stopped > > occurring on both laptops [I didn't make any changes in configuration of > > OTRS]. I still have to check the server version, but if there's also no > > problem anymore that would be the most amazing bug I have ever heard of... > > > > Check my mail post on this group from 2007-07-17. > > > > Best regards, > > Maciej Łoszajc > > IT-Administrator > > www.faberpolska.pl > >

1 0

RE: [otrs] ticketc owend by admin not queue agent
by Alan McKeown 21 Aug '07

21 Aug '07

Hi Nils, Thanks for that. I assume that if I specify a time of 10 minutes then the agent will run every 10 minutes? Regards Alan -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: 21 August 2007 13:25 To: User questions and discussions about OTRS.org Subject: Re: [otrs] ticketc owend by admin not queue agent Alan McKeown wrote: > Thanks for this. Is it possible to add this generic agent from the > web interface? Yes, please see the docs: http://doc.otrs.org/2.2/en/html/x1149.html Nils Breunese. -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

2 1

Forward incoming mail with Subject tagged
by Beber 21 Aug '07

21 Aug '07

Hi, I would like to archive mail receive by OTRS from customer with the TicketNumber (in subject or wherever). And so, it can me able to only use my mailer as OTRS agent. Imagine : 1. The client send a mail to the support adresse 2. OTRS receive it, process it 3. OTRS bounce to the group member the mail, with TicketNumber in Subject 4. I received the mail and respond to it (with support adress in Cc:) 5. So OTRS receive it and process it. So it can leave me totaly away from web interface, and have tickets threads revelant. Appart some administration things. First, I was trying to use the NewTicket Notification, but it don't inform about attachments and break the mail thread (from mailer point of view). Is it possible ? How ? Thanks you for your time -- Beber Jabber (+GMail) : beber_AT_meleeweb.net

1 0

default length ticket text
by Peter Hoogkamer 21 Aug '07

21 Aug '07

Hello, I am starting to use OTRS and was wondering if it is possible to reduse the amount of text that is showen in the ticket body. It's about 16 now, but I would like to reduse it to 0. When I lock al ticket there is no text body at all. Thanks, Peter

1 0

CustomerID and CustomerID's
by Matas Labasauskas 21 Aug '07

21 Aug '07

Hello, Is it possible using company tickets function to provide customer X with access to customer Y tickets, but at the same time, to give no acces for customer Y to see customers X tickets? When i describe customer X ID in customers Y IDs field and customer Y ID in customers X IDs field they are able to see each other tickets. But if i describe customer Y ID in customers X IDs field ONLY, nobody can see any ticket using company tickets, i mean customer X is not able to see customers Y tickets. how can i mange that? Regards -- Matas

2 3

First Login- Windows Version - Total Newbie Question
by Dane Roose 21 Aug '07

21 Aug '07

I know this is a newbie question and I know nothing about PERL but this is simply killing me! I just installed OTRS (for Windows) and the documentation tells me that for the first login I must use root@localhost as my username and root as my password. No problem understanding that BUT.. It does not tell me HOW to enter that username/password combo. Is there a script I have to edit something? I am trying to login via my web browser with the URL of http://localhost/otrs/index.pl and all I get is: [ OTRS <http://localhost/otrs/index.pl?&SessionID=> ] 00:14:42 - 08/21/2007 Error: Access denied for user 'otrs'@'localhost' (using password: YES) Comment: Please contact your admin Bug Report: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Aug 21 00:14:42 2007 Traceback: Message: Access denied for user 'otrs'@'localhost' (using password: YES) Traceback (2692): Module: Kernel::System::DB::new (v1.73) Line: 174 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 144 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::h andler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I appreciate any help I can get here. Sorry to post such a basic newbie question but I am losing my mind! I have scoured the net and user groups all to no avail.. Thanks so much in advance... Dane Roose Project Engineer davidlogo D.A.V.I.D. Systems Inc.

1 0

PostMaster error -25
by Gilles Massen 21 Aug '07

21 Aug '07

Hello, Since yesterday (but nobody touched the server), my PostMaster.pl is acting weird. procmail is pasting into PostMaster, but complains with: procmail: Non-zero exitcode (-25) from "/opt/otrs/bin/PostMaster.pl" However, the ticket is created, but no action is logged in otrs.log...as if the job were only halfway done. My problem is: I don't know how to isolate the problem: if I paste manually emails into PostMaster.pl, everything just works fine. Does anyone know what "exitcode -25" actually is? Or how to track this issue? BTW, I'm running otrs 1.3.2, not quite the latest release.... Best regards, Gilles -- Fondation RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

1 0

Changing time showed on main page
by Maciej Łoszajc 21 Aug '07

21 Aug '07

Hello, I tried to somehow change the time, which OTRS system shows in right top corner. Difference between my computer's time [and server's as well] and OTRS time is 2 h. I tried to change it via Sysconfig but it didn't help. Can anyone point me to the right place. Thanks in advance, Maciej Łoszajc www.faber.com PS. In poland we use GMT +01:00

1 0

OTRS - Windows
by Gopi_R 21 Aug '07

21 Aug '07

Hi, I am working for a small organization, where I required to setup a ticket management system to log and have track of problems and the solutions provided to it. I found OTRS is the tool which works for my requirements and more over it is an open source package. I have installed otrs-2.2.2-001-win32 on MS Windows XP SP2 machine. The installation was quite simple and completed in few minutes time. After the installation the setup didn't take much time. Now I could login and play around with this system has Admin. I have the following difficulties to proceed further in using this tool and hence seeking you help to overcome it. 1. I have a Windows AD system installed in my network and want all the user account to be integrated with OTRS. 2. When I configured the customer backend information it listed only the default DB. 3. Now I wanted my LDAP to be listed in the customer backend configuration list. 4. When I go through Manual I found how to configure for the LDAP authentication mode. 5. But not sure where to configure the given information and run through for the LDAP authentication. 6. Could be please guide me with the appropriate steps to configure my AD system users with the OTRS? 7. Addition to this, when a customer logs a ticket is there an approval flow can be set before the ticket to be attended by the IT Admin? Awaiting your earliest response please. Regards, Gopi Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

1 0

Email change in customer preferences
by Laurent Minost 21 Aug '07

21 Aug '07

Hi everybody, I was wondering and so searching through OTRS mailing list and Google without any success if it is possible to add a 'Change your current mail address' field under Preferences Panel in customers frontend. (Through existing Config options or even by patching a little source code). Does anyone have any clue about this please ? Thanks by advance. BR. Laurent Minost

1 0

Not sending email for new tickets?
by david raistrick 20 Aug '07

20 Aug '07

Folks, Just installed 2.2.2 and am trying to get things setup. I'm having trouble getting the system to send a notification email to members of a Queue when a new ticket is created in the Queue. Email in general works (to the owner of a ticket when the ticket is created or closed, user creation and password emails, etc). >From what I can tell, all of the correct options are turned on to allow these notification emails to happen, but no email is ever generated. Here's what shows up in the log. keen(a)type2.com is the "customer" who created the ticket, and is not a member of the queue the ticket is created it: Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2007081710000057/.....] created (TicketID=15,Queue=Sysadmin,Priority=3 normal,State=new) Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'test customer <keen(a)type2.com>' from 'OTRS System <otrs@localhost>'. HistoryType => SendAutoReply, Subject => [Ticket#2007081710000057] .....; Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2007081710000057] (TicketID=15, ArticleID=31) to 'test customer <keen(a)type2.com>'. Any help, suggestions, documentation pointers, or known bugs that might help me out here? I've make sure the queue has a "auto reply/new ticket" set in AutoResponses <> Queue. Ideas? thanks. --- david raistrick http://www.netmeister.org/news/learn2quote.html drais(a)icantclick.org http://www.expita.com/nomime.html

3 7

ticketc owend by admin not queue agent
by Alan McKeown 20 Aug '07

20 Aug '07

hello, I have a customer creating tickets which go to the correct queue. I have an agent who has the queue in his group set-up however the new ticket is owned by 'administrator' and not the queue agent. Please can some help with this? regards Alan -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

2 1

Special characters
by Dan King 20 Aug '07

20 Aug '07

I emailed this problem a few weeks ago. It relates to special characters being saved in the database from the application. Whenever it saves special characters, such as é and so on somewhere along the line it is converted to a question mark. I have done extensive investigation to fix this problem but have fallen short on fixing it for OTRS. Attempts to narrow down where the conversion from an 'é' to a '?' has given me the thought that it is happening somewhere within the OTRS system or on an agents computer or web browser. This is due to being able to successfully insert a 'é' into the database using sqlplus and successfully being able to select that data from the database using sqlplus. I also wrote a perl test script that would insert a special character into the database and then read and display the results. It was able to do this successfully. As far as I can tell the data should be in iso-8859-1 character set all throughout the process from being typed in at the browser, to being placed in a perl variable, inserting it into the database and then selecting it from the database. If anyone has any ideas on what I can do to solve my issue or have any questions that can clarify my problem please send me an email. Thank you for the help. 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.

1 0

Customer Ticket Overview
by Andrey Feldman 20 Aug '07

20 Aug '07

Hi all. Little problem with Customer interface. I configure "CustomerPanelOwnSelection" and set 2 queues(Q1 and Q2) to be visible from customer inteface(actualy i just add another one queue - Q2), when i create ticket i saw all 2 queues(can choise it), but if ticket goes to Q2 it disappears, and i cant find it. But, if ticket goes back to Q1 - it appears. Maybe i miss some configure? Version: 2.1.7 Thanks! -- Best regards , Andrey Feldman

1 1

How to sign answers?
by Philippe GURRET 20 Aug '07

20 Aug '07

Hi, I have configured otrs to be able to sign in a MIME format. When i compose a new message, I'm able to sign it without any problems. When I want to transfer a message, I still can sign it but unfortunately when I answer to a message, my messages are not signed and I didn't find any way to sign it. Is there a way to do so ? Will it be included in a next release ? Thanks a lot for your answer. Philippe

1 0

LDAP filter for AD
by Dummy cerberus 20 Aug '07

20 Aug '07

Hello, I would like to exclude objects from my Active Directory whose DN has the string "NOOPEN" from being taken into account as customers... I have written the following directives at Config.pm: ... $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'}='(!(dn=*NOOPEN*))'; ... $Self->{CustomerUser}={ ... AlwaysFilter=>'(!(dn=*NOOPEN*))' ... But it doesn't work... what is wrong with this filter?

1 0

Re: [otrs] Setting queue for ticket when composing answer
by Markus Uelzer 18 Aug '07

18 Aug '07

Hi all, Got it, was mor ethan easy, thanks again for the tips! Config Options: Ticket -> Core::TicketFreeText I defined Freekey and Freetext here Ticket::Frontend::AgentTicketCompose###TicketFreeText: I enable the Freekay1 here. So the agents can now simply set the Category when answering a mail. Many thanks again! *Von:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Gesendet:* 18.08.07 00:19:20 *An:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Betreff:* Re: [otrs] Setting queue for ticket when composing answer Markus Uelzer wrote: > I haven't taken a look to the Stats function, but is it also > possible to use those freetext fields with the stats? > Because our reportings have to include those subcategories (type of > problem) I think so. Stats queries are just SQL queries on the OTRS database and the freetext fields are also in the database. You might have to write some custom queries though or tweak the existing ones. > If so, can anyone give me a short advice how to set them up? I haven't used those fields yet, but searching this list's archives might give you some clues. 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/ Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. *http://www.pc-sicherheit.web.de/startseite/?mc=022220* [http://www.pc-sicherheit.web.de/startseite/?mc=022220]

1 0

bulk close for all tickets in queue
by Jenkins, Robert 17 Aug '07

17 Aug '07

Hi all, Newb user here.. We have a particular queue that has about 500 open tickets left over from a beta project. Is there a simple way to batch close all ticketes in this queue in one action? We are running ver 2.1.2 Thanks! rob

3 2

Re: [otrs] Setting queue for ticket when composing answer
by Markus Uelzer 17 Aug '07

17 Aug '07

Hey Nils! Thank you for the answer! I haven't taken a look to the Stats function, but is it also possible to use those freetext fields with the stats? Because our reportings have to include those subcategories (type of problem) If so, can anyone give me a short advice how to set them up? many thanks again! *Von:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Gesendet:* 17.08.07 17:21:58 *An:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Betreff:* Re: [otrs] Setting queue for ticket when composing answer Markus Uelzer wrote: > Would it be possible to set the "final" queue when composing an > answer? So the agent can simply en ter a product queue, composing > his answer and at the same time he would be able to set the last > category. > > > Do you have any suggestions or hints how this could be performed? Then you wouldn't really be using a 'Problem type' queue as all agents are apparently working on the same queue. It might be handier to use a freetext field with a dropdown so the agent can specify the problem type in that way. We don't use freetext fields, but I believe it should be possible to do it this way. 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/ Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. *http://www.pc-sicherheit.web.de/startseite/?mc=022220* [http://www.pc-sicherheit.web.de/startseite/?mc=022220]

2 1

Customer Database Connection: Email?
by Peter Beckman 17 Aug '07

17 Aug '07

So I've got the backend customer database thing working in OTRS, nice. Unfortunately, in the http-link in the Mapping I don't know what other $Data{'variables'} are available other than CustomerID. I also don't know how to set the customerID as the email address from the DB, which is my unique ID as well as login. Can I set CustomerID to the email address, or can I access the email address from the ticket or the Customer within OTRS so I can pass the email address back to OTRS to get the customer history in a single click? My current config: $Self->{CustomerUser} = { Name => 'Company', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN => 'DBI:mysql:database=mydb;host=myhost', User => 'otrs', Password => 'xxx', Table => 'users', }, # customer uniq id CustomerKey => 'email', # customer # CustomerID => 'email', CustomerUserListFields => ['email','fn', 'ln', 'id'], CustomerUserSearchFields => ['email', 'ln', 'id', 'fn'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['fn','ln'], CustomerUserEmailUniqCheck => 1, # just a read only source ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserFirstname', 'Name', 'concat(fn," ",ln)', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Search Tickets', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketSearch&Subaction=Search&From=$Data{"CustomerID"}', 0 ], [ 'UserCustomerID', 'Admin ID', 'id', 1, 1, 'var', 'http://myadminsite/?query=$Data{"CustomerID"}', 0 ], [ 'UserLogin', 'Search Tickets', 'email', 0, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketSearch&Subaction=Search&From=$Data{"CustomerID"}', 0 ], ], }; --------------------------------------------------------------------------- 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 ** ---------------------------------------------------------------------------

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Setting queue for ticket when composing answer
by Markus Uelzer 17 Aug '07

17 Aug '07

Hello all, Our OTRS installation is now nearly finished. But one problem is left. Since we are using the OTRS stats for our reportings to the HQ, i had to define a large amount of queues and subqueues. At the moment we have the following queue structure: Language -> Product -> Type of Problem Our filters are capable of sorting the incoming mails to the proper language queue and proper product sub-queue, but the last sub-queue (Type of problem) has to be set by our agents themselves. Now my question, since it would mean an additional workload, if agents have to categorize all tickets directly. Would it be possible to set the "final" queue when composing an answer? So the agent can simply enter a product queue, composing his answer and at the same time he would be able to set the last category. Do you have any suggestions or hints how this could be performed? Many thanks! In 5 Schritten zur eigenen Homepage. Jetzt Domain sichern und gestalten! Nur 3,99 EUR/Monat! *http://www.maildomain.web.de/?mc=021114* [http://www.maildomain.web.de/?mc=021114]

2 1

not able to select Service or SLA for a ticket
by BALAN, Daniel 17 Aug '07

17 Aug '07

Any help? Otrs 2.2.2 + Itsm 1.0.2 Daniel

2 1

customer tickets owned by admin
by Alan McKeown 17 Aug '07

17 Aug '07

Hello, I have set up a new customer and have attached it to a queue. I am an agent who is also attached to the same queue. When the customer logs in, the ticket is owned by 'admin' and not the customer. Therefore the ticket does not enter the correct queue. How do I resolve this issue. Best regards Alan Alan Mckeown JoraPh Consulting Ltd Suite 1.05 Grosvenor House Central Park Telford TF2 9TW Mobile: +44 (0)7841 996 331 Skype: joraph_alanm Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com <http://www.joraph.com/> ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

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Public interface in 2.2.1
by Dummy cerberus 17 Aug '07

17 Aug '07

Hello, with OTRS 2.2.1, when I try to access http://<otrshost>/otrs/public.pl I get an error: Error: Module 'Kernel::Modules::' not found! I have looked the code and seems as if in .../Kernel/System/Web/InterfacePublic.pm the 'Action' were empty... I have tried to look to the value that I have to setup at .../Kernel/Config.pm: $Self->{'PublicFrontend::CommonParam'}={ Action=>¿¿¿??? }; But cannot find it in the doc... What am I doing wrong? Best regards, M.A.

2 3

Cannot change service and/or SLA on existing ticket
by Smolik, Zdenek 17 Aug '07

17 Aug '07

Hi all, I am not able to change Service or SLA on existing ticket. Change is saved but ticket fields Service and SLA remain unchanged. I'm on OTRS 2.2.2 and ITSM 1.0.2. Could someone please help me with this problem? Thanks a lot, Regards, Zdenek

2 1

Re: [otrs] OTRS Install headache
by Gerhard Weber 16 Aug '07

16 Aug '07

Hi touraman traore, > Software error: > > Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm > line 81, <PRODUCT> line 4. Looks like missing write permission, maybe in /opt/otrs/var/log Hope that helps, gerhard -------------------------------------------- Thus spake the master programmer: "Though a program be but three lines long, someday it will have to be maintained." Gerhard Weber

2 1

Problem When reply a ticket after upgdrade 2.0.3 to 2.2.1
by Carlos A Cardona Gomez 15 Aug '07

15 Aug '07

Hello, I've put this message several times on the list because I haven't had an accurate answer.... And I have not been able to put OTRS 2.2.1 on service. I just upgraded OTRS from versión 2.0.3 to 2.2.1, but I can't replay a ticket because I get the Mensaje: You need permissions!. I even created a new user, gave it all permissions, assigned all the queues but still can't reply a Ticket. I looked on the mail list.... And I found a similar topic, but didn't help my case.... Any ideas of what could be happening? I did a meticulous comparison between my installation of otrs 2.2.1 and a well working one of otrs 2.0.3. I changed the owners and permissions of ALL otrs files and directories that were not the same as the 2.0.3 version. But nothing changed. I still have the "You need permissions!" message. Any other idea? Thanks in advance Carlos Andrés Cardona | Analista de Informática | Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana | Circular 1 No. 70-01, Bloque 9 Of.210. | Medellín, COLOMBIA Tel: +57(4)415 90 06 | Ext. 7411 carlos.cardona(a)upb.edu.co| www.upb.edu.co <http://www.upb.edu.co/>

1 0

Work time spent on different customers
by Niels Przybilla 15 Aug '07

15 Aug '07

Hello, Is it somehow possible to get a list where I can see how many time I spent per customer per month ? Is it possible to set a "bit" wether a ticket should be billed or not to the customer ? Best regards Niels

2 1

Active Diretory Integration Problem
by Cristiano Nunes 14 Aug '07

14 Aug '07

Hi All, I have installed OTRS 2.2.2 on a Fedora distribution with the following: Kernel 2.6.15-1.2054_FC5smp #1 SMP mysql-server 5.0.27-1.fc5 Apache 2.2.2-1.3 perl 5.8.8-5 (all the modules installed, checked by otrs.checkModules) When I type the http://server_ip/otrs/index.pl , got the following msg on the browser: "Can't connect to newton.commitment.com.br: IO::Socket::INET: Bad protocol 'tcp' at /opt/otrs//Kernel/System/CustomerUser/LDAP.pm line 117." and the login screen dosent show up. If at the Config.pm I remove the line "SSCOPE => 'sub'," from the "CustomerUser" the error dosent show, but the authentication dosent work either. I write and Perl script to connect to my AD server and it worked. I try using ldapsearch against the AD an it also worked. Does anyone can help me? Thanks, Cris Esta mensagem pode conter informa��o confidencial e/ou privilegiada. Se voc� n�o for o destinat�rio ou a pessoa autorizada a receber esta mensagem, n�o pode usar, copiar ou divulgar as informa��es nela contidas ou tomar qualquer a��o baseada nessas informa��es. Se voc� recebeu esta mensagem por engano, por favor avise imediatamente o remetente, respondendo o e-mail e em seguida apague-o. Agradecemos sua coopera��o. This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message. Thank you for your cooperation.

1 0

pop access
by Jason Kleinberg 14 Aug '07

14 Aug '07

I am constantly getting the following error sent via email. fetchmail: Server certificate verification error: self signed certificate fetchmail: Couldn't get service name for [pop@localhost] I have OTRS installed on OS X, and the mail server is on local host. How can I get it to accept a self-signed certificate? As for the second error, I assume that it is related, but I am not sure about it. I would appreciate any assistance. Thanks for your time in reading this.

3 3

Service Level Management
by ramms＠aeiou.pt 14 Aug '07

14 Aug '07

I would like to know how I fulfill the SLA within a ticket. For satisfy "First response time" I already discovered that I need to send an e-mail to the customer, and then the countdown in the ticket zoom stops. That was nice! Now, I am trying to satisfy "Update Time" and "Solution Time", but I didn't found how to do it. The time is continually coming down, even when I close the ticket... Can you help me? Thanks! jcg _________________________________________________________ Já conhece o novo AEIOU ? http://www.aeiou.pt

1 0

Re: [otrs] Deactivating Telephone tickets + standard status after ticket anwer
by Markus Uelzer 14 Aug '07

14 Aug '07

Hi Andy! Thansk for your fast response. More or less I am aware that I can find this functions somewhere in the Sysconfig. But i have 0 Idea where exactly. I'm clicking through all points here since about 30 minutes, but no clue so far :( Thanks :) *Von:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Gesendet:* 14.08.07 18:41:55 *An:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Betreff:* Re: [otrs] Deactivating Telephone tickets + standard status after ticket anwer Check sysconfig for removing menu items. Its really easy once you locate it :) For the default ticket status I think its also in sysconfig for default ticket state. HTH, Andy Lubel On 8/14/07 12:25 PM, "Markus Uelzer" <Markus-Uelzer(a)web.de> wrote: Hello folks, 2 things that i haven't figutred out so far by using the documentation. Telephone: Since our agents do not give telephone support the "Telephone Ticket" button in the Top bar, as well as the link "Call customer" right to every ticket is more or less useless. Can I deactivate those 2 functions somehow without editing 100000 files? The second one. Is it possible to set the default ticket status to "closed" as soon as an angent answers the ticket? Of course there is the dropdown when answering a ticket, but it would be great, if the agent has not to choose "close" for every answer he gives. Many thanks in advance! Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. *http://www.pc-sicherheit.web.de/startseite/?mc=022220 [http://www.pc-sicherheit.web.de/startseite/?mc=022220]* <http://www.pc-sicherheit.web.de/startseite/?mc=022220> [http://www.pc-sicherheit.web.de/startseite/?mc=022220] _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ [http://otrs.org/] Archive: http://lists.otrs.org/pipermail/otrs [http://lists.otrs.org/pipermail/otrs] To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs [http://lists.otrs.org/cgi-bin/listinfo/otrs] Support or consulting for your OTRS system? => http://www.otrs.com/ [http://www.otrs.com/] - _______________________________________________OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport or consulting for your OTRS system?=> http://www.otrs.com/ Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. *http://www.pc-sicherheit.web.de/startseite/?mc=022220* [http://www.pc-sicherheit.web.de/startseite/?mc=022220]

2 1

OTRS Install headache
by touraman traore 14 Aug '07

14 Aug '07

All, I need help installing OTRS 2.2.2 on FC4, Apache 2 and MySQL 4. I tried everything, but i could not pass this error: Software error: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 81, <PRODUCT> line 4. Your help will be appreciated.

1 0

Deactivating Telephone tickets + standard status after ticket anwer
by Markus Uelzer 14 Aug '07

14 Aug '07

Hello folks, 2 things that i haven't figutred out so far by using the documentation. Telephone: Since our agents do not give telephone support the "Telephone Ticket" button in the Top bar, as well as the link "Call customer" right to every ticket is more or less useless. Can I deactivate those 2 functions somehow without editing 100000 files? The second one. Is it possible to set the default ticket status to "closed" as soon as an angent answers the ticket? Of course there is the dropdown when answering a ticket, but it would be great, if the agent has not to choose "close" for every answer he gives. Many thanks in advance! Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. *http://www.pc-sicherheit.web.de/startseite/?mc=022220* [http://www.pc-sicherheit.web.de/startseite/?mc=022220]

2 1

How to set permissions on queues.
by Andrej Šimko 14 Aug '07

14 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

CustomerCompanySupport
by Laurent Minost 13 Aug '07

13 Aug '07

Hi again, Anyone who have some informations about this feature CustomerCompanySupport, I can't find any well documented information about it, just these two lines on Defaults.pm : # # use customer company support (reference to company, See CustomerCompany settings) # CustomerCompanySupport => 1, When I enabled it, I can see that two drop down menus are displayed rather than two text boxes under Customer User management panel allowing me to easily select the CustomerID and CustomerIDs, so a good feature but I would like to have more details about this feature. Does it have an impact on other things somewhere ? Same interrogation concerning CustomerIDs drop down menu, is it possible to have it displayed multiple times to allow select of 1 main ID (CustomerID) and more than one CustomerIDs ? That would be a little bit easyly managed rather than using text boxes with ; separated values like "B;C;" ... ? Thanks by advance for your answers, Best regards. Laurent MINOST

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Re: [otrs] Multiple email addresses for only one customer
by Laurent Minost 13 Aug '07

13 Aug '07

Hi Nils, First, thanks for your answer. We're already using Customer Companies with CompanyTickets (users belonging to a Company are having all the same CustomerID that is the one of the CustomerCompany) but the problem is already present because on the Customer Frontend, customers are logging in with their Username and so in the case described before the real physical customer user is having two distinct accounts in OTRS because of his different email address. What I'm trying to achieve is to unify these two accounts simply by allocating two email adresses belonging to the user into a single OTRS customer account which will finally lead me to a single username for the customer on the Customer Frontend ... I also need to check on OTRS source how the check for an existing Customer User is done for incoming email messages ( I think it's based on source email address from customer_user SQL table), maybe it would be possible to modify code to have it check on many new SQL email fields rather than only the email one ? Do you already know this please ? Best regards, Laurent Le vendredi 10 août 2007 à 15:24 +0200, Nils Breunese (Lemonbit) a écrit : > Laurent Minost wrote: > > > I would like to have your ideas about this problem : is it possible > > through any tricks or directly ( I doubt :o) ) to manage more than > > one email address for a customer under OTRS ? > > > > We're currently managing a lot of tickets coming from different > > companies and so on : many differents end-users belonging to these > > companies. > > I noticed that a lot of these end users are having different domain- > > aliased emails in such form : > > > > UserA1 (email = user1(a)domainA.com) > > UserA2 (email = user2(a)domainA.com) > > ... > > > > UserB1 (email = user1(a)domainB.com) > > ... > > > > If we check further we can notice that UserA1 and UserB1 are the > > same one (same Company but with several domain names) but this user > > is identified by OTRS as two differents users because of changing > > of his email adress. > > So is it possible to add a multiple email address support to > > Customer Users that would "solve" this problem because we will be > > able to map all existing email addresses for a user to the real > > OTRS customer ? > > If someone already do that or have some ideas on how to implement > > this, I would be glad to have your points of view :o) > > If you give users belonging to the same company the same CustomerID I > believe your problem is solved. I know, it sounds a little strange to > give multiple customers the same ID, but that's the way OTRS knows > you want them to belong to the same company. > > Nils Breunese. > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

1 0

Re: [otrs] Multiple email addresses for only one customer
by Nils Breunese (Lemonbit) 13 Aug '07

13 Aug '07

Laurent Minost wrote: > I would like to have your ideas about this problem : is it possible > through any tricks or directly ( I doubt :o) ) to manage more than > one email address for a customer under OTRS ? > > We're currently managing a lot of tickets coming from different > companies and so on : many differents end-users belonging to these > companies. > I noticed that a lot of these end users are having different domain- > aliased emails in such form : > > UserA1 (email = user1(a)domainA.com) > UserA2 (email = user2(a)domainA.com) > ... > > UserB1 (email = user1(a)domainB.com) > ... > > If we check further we can notice that UserA1 and UserB1 are the > same one (same Company but with several domain names) but this user > is identified by OTRS as two differents users because of changing > of his email adress. > So is it possible to add a multiple email address support to > Customer Users that would "solve" this problem because we will be > able to map all existing email addresses for a user to the real > OTRS customer ? > If someone already do that or have some ideas on how to implement > this, I would be glad to have your points of view :o) If you give users belonging to the same company the same CustomerID I believe your problem is solved. I know, it sounds a little strange to give multiple customers the same ID, but that's the way OTRS knows you want them to belong to the same company. 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/

1 0

Answers and FAQ
by Laurent Minost 13 Aug '07

13 Aug '07

Hi, Wondering if there is a way in OTRS to create a FAQ entry from an answer done for a customer please (through the Agent Ticket answer panel or others ways) ? Thanks by advance for your replies. Best regards, Laurent

1 0

Multiple email addresses for only one customer
by Laurent Minost 13 Aug '07

13 Aug '07

Något du skall ha? ..//Magnus Hi everyone, I would like to have your ideas about this problem : is it possible through any tricks or directly ( I doubt :o) ) to manage more than one email address for a customer under OTRS ? We're currently managing a lot of tickets coming from different companies and so on : many differents end-users belonging to these companies. I noticed that a lot of these end users are having different domain-aliased emails in such form : UserA1 (email = user1(a)domainA.com) UserA2 (email = user2(a)domainA.com) ... UserB1 (email = user1(a)domainB.com) ... If we check further we can notice that UserA1 and UserB1 are the same one (same Company but with several domain names) but this user is identified by OTRS as two differents users because of changing of his email adress. So is it possible to add a multiple email address support to Customer Users that would "solve" this problem because we will be able to map all existing email addresses for a user to the real OTRS customer ? If someone already do that or have some ideas on how to implement this, I would be glad to have your points of view :o) Thanks by advance, Best regards, Laurent MINOST _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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

Problem When reply a ticket after upgdrade 2.0.3 to 2.2.1
by Carlos A Cardona Gomez 13 Aug '07

13 Aug '07

Hello, I just upgraded OTRS from versión 2.0.3 to 2.2.1, but I can't replay a ticket because I get the Mensaje: You need permissions!. I even created a new user, gave it all permissions, assigned all the queues but still can't reply a Ticket. I looked on the mail list.... And I found a similar topic, but didn't help my case.... Any ideas of what could be happening? I did a meticulous comparison between my installation of otrs 2.2.1 and a well working one of otrs 2.0.3. I changed the owners and permissions of ALL otrs files and directories that were not the same as the 2.0.3 version. But nothing changed. I still have the "You need permissions!" message. Any other idea? Thanks in advance Carlos Andrés Cardona | Analista de Informática | Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana | Circular 1 No. 70-01, Bloque 9 Of.210. | Medellín, COLOMBIA Tel: +57(4)415 90 06 | Ext. 7411 carlos.cardona(a)upb.edu.co <mailto:carlos.cardona@upb.edu.co> | www.upb.edu.co <http://www.upb.edu.co/>

1 0

Problem with PostMasterPOP3.pl
by Sandeep A.S 13 Aug '07

13 Aug '07

Hi Guys, I am facing problem with the PostMasterPOP3.pl Through the admin panel I created the pop3 account details . And I created the account in my mail server .I am able to ssh and use this account with the password which I specified in the admin panel. But my PostMasterPOP3.pl always come back and say authentication failure. I am using Fedora 7. The following is the command line output of PostMasterPOP3.pl /opt/otrs/bin/PostMasterPOP3.pl ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Mon Aug 13 12:02:41 2007 Message: Auth for user infra(a)192.168.125.251 failed! Traceback (17050): Module: main::FetchMail (v1.25) Line: 162 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125. After googling I found that some one else also facing the problem but no solutions mentioned. Thanks Sandeep

2 5

Lock ticket to agent when he answers by email to the OTRS system
by Martin Hamant 13 Aug '07

13 Aug '07

Hi ! I made a filter rule from the PostMaster filter module, like this : Subject match: "^LOCK.*" set X-OTRS-Lock to "lock". I'm not sure it's the right way to use X-OTRS-Lock header :S I see in OTRS's log that the rule is well matched, but it doesn't act. I tried with "unlock", it doesn't work either (on a locked ticket, for course) .... How would you do that ? Thank you !! -- Martin

1 1

OTRS 2.2.1 doesn't honour Defaults.pm
by Dummy cerberus 13 Aug '07

13 Aug '07

Hello, I say so because I have browsed the forum, read three times the doc and cannot understand the following behaviour: .- LDAP authentication for agents works OK against Active Directory. .- Whenever try to use the same AD to authenticate customers I get the following error at /var/log/messages: Aug 13 22:07:06 localhost OTRS-CGI-10[30969]: [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth record in 'customer_user' for 'maripmar' (REMOTE_ADDR: 10.31.33.236) First I thought that I wasn't setting up properly the customer data backend with AD, but then I misconfigured on purpose the LDAP connection to the AD (I mean, I typed wrong the user that I am using to connect when authenticating Agents)... but I didn't get a LDAP binding error, so I suppose that OTRS doesn't take care of configuration options for customer authenticating... and keep ion using Database authentication... Is this a bug or am I doing anything wrong? Please find attached the Defaults.pm file... Thanks in advance and best regards M.A.

2 2

Bounce emails without ticket numbers
by Maurice James Ny 13 Aug '07

13 Aug '07

How do I have the system bounce emails that do not contain ticket numbers? When ever I enable this option in sysconfig the POP3PostMaster.pl PID always hangs and I get the following error: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running yourhost.example.com/1837)

2 1

Strip attachement after some time?
by Brice Figureau 13 Aug '07

13 Aug '07

Hi, Is it possible to strip ticket attachements after a while, like with a GenericAgent for instance? If yes, how could I do that? And another question, what happens to old tickets' content if I move from db storage to filesystem storage? Do I need to hand-convert those old ticket? Thanks, -- Brice Figureau <brice+otrs(a)daysofwonder.com>

1 0

Upgrade from OTRS 2.2.1 to 2.2.2 - DOESN'T WORK!
by Jeff Shepherd 13 Aug '07

13 Aug '07

Hello, I decided to upgrade our OTRS installation on Fedora 3 from 2.2.1 to 2.2.2. After downloading the RPM, then running: rpm -U otrs-2.2.2-01.i386.rpm I ran the MySQL update script that you're supposed to run: cat DBUpdate-to-2.2.2.sql | mysql -f -u root otrs However, when I run that, I get: [root@calltrkr scripts]# cat DBUpdate-to-2.2.2.sql | mysql -f -u root otrs ERROR 1060 at line 13: Duplicate column name 'first_response_time' ERROR 1060 at line 14: Duplicate column name 'solution_time' [root@calltrkr scripts]# Now, when I try to login to OTRS, I get: SOFTWARE ERROR: Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket/Article.pm line 1409. For help, please send mail to the webmaster, giving this error message and the time and date of the error. Isn't this what the update script is supposed to fix? Our ticket system is now down, any ideas? Thanks for the help! -Jeff

3 10

Debug mode
by Dummy cerberus 13 Aug '07

13 Aug '07

Hello, how can I setup debug mode in OTRS? I have looked through archived posts, and I have tried setting: $Self->{'Debug'}=5; at Config.pm but I doesn't work... currently I user syslog utility to log at /var/log/messages... Thanks in advance and best regards M.A.

2 1

RE: [otrs] French characters
by Dan King 10 Aug '07

10 Aug '07

Well, I have found some other weird problems that have something to do with character sets. First off I will state that my character set for oracle is iso-8859-1 and the national one is set to AL16UTF16. OTRS is set to iso-8859-1. I edited the question marks that had replaced that French characters in the database using a program called TOAD. I could view the data properly using toad after I had committed the changes. Now when I compose an email in OTRS the signature has regular characters replacing the French ones with the accents and such above them. Another issue is that if I change OTRS's character set to UTF-8 and insert French characters into the subject of an email I receive the error below. I can insert them into the body of the email but not the subject. When I insert them into the body of the email then they return to the regular characters without the accent. Anyone have the thoughts about my problem? Dan Error: Can't get ArticleID from INSERT! Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: solaris Time: Fri Aug 10 15:21:08 2007 Message: Can't get ArticleID from INSERT! Traceback (21410): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.144) Line: 152 Module: Kernel::Modules::AgentTicketPhone::Run (v1.45) Line: 679 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: Apache::ROOT::otrs::index_2epl::handler (v1.81) Line: 47 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent Minost Sent: Friday, August 10, 2007 12:16 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] French characters Hi, I'm a french user of OTRS and personnaly I always set iso-8859-1, otherwise I have this type of problems with UTF-8 ... :o( Best regards, Laurent Le vendredi 10 août 2007 à 11:57 -0400, Dan King a écrit : Hello list, I am trying to have text that includes French characters such as the one below. The problem seems to be that when you commit something to the database any French characters end up being inserted or converted in the columns of the database as question marks. É é é é é turns into ? ? ? ? ? Does anyone know what is wrong? I have set the default character set to utf-8 but that didn't work. I am using OTRS 2.2.2 with an oracle 10g backend. Thanks for any help required. Dan King _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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

Agents LDAP Group Sync problem.
by Sandeep A.S 10 Aug '07

10 Aug '07

Hi, I have implemented Agent Authentication with LDAP Backend. But I am facing problem in syncing LDAP Groups to otrs Groups My intention is to sync cn=infra users to admin group of the otrs Below is the ldif for mat of cn=infra group from ldap: dn: cn=infra,ou=Groups,dc=mycompany,dc=net gidNumber: 602 objectClass: posixGroup objectClass: top cn: infra memberUid: sandeep memberUid: abinav description: All Infrastructure members are here And following is my Config.pm entries: $Self->{'UserSyncLDAPGroupsDefination'} = { # ldap group 'cn=infra,ou=Groups,dc=mycompany,dc=net' => { # otrs group 'admin' => { # permission rw => 1, ro => 1, }, 'faq' => { rw => 0, ro => 1, }, }, }; Here user is getting authenticated but.User is not coming to the admin group in the otrs. Or user is not getting admin privilages. I am getting following error: [Fri Aug 10 15:07:07 2007][Notice][Kernel::System::Auth::LDAP::Auth] User: sandeep (uid=sandeep,ou=People,dc=mycompany,dc=net) authentication ok (REMOTE_ADDR: 61.95.200.12). [Fri Aug 10 15:07:07 2007][Notice][Kernel::System::User::UserUpdate] User: 'sandeep' updated successfully (1)! [Fri Aug 10 15:07:07 2007][Notice][Kernel::System::User::SetPassword] User: 'sandeep' changed password successfully! [Fri Aug 10 15:07:07 2007][Notice][Kernel::System::Auth::LDAP::Auth] User: 'sandeep' sync ldap groups cn=infra,ou=Groups,dc=mycompany,dc=net to groups! [Fri Aug 10 15:07:07 2007][Notice][Kernel::System::Auth::LDAP::Auth] User: sandeep not in GroupDN='cn=infra,ou=Groups,dc=mycompany,dc=net', Filter='(memberUid=uid=sandeep,ou=People,dc=mycompany,dc=net)'! (REMOTE_ADDR: 61.95.200.12). But cn=sandeep,ou=People,dc=mycompany,dc=net is in the cn=infra,ou=Groups,dc=mycompany,dc=net group. This you can see from the above ldif output. Also ldif entry for the sandeep is as below(only relevent part) dn: uid=sandeep,ou=People,dc=mycompany,dc=net uid: sandeep sn: Sandeep A.S mail: sandeep(a)mycompany.net So what will be the problem for this error ? Filetering is not proper ? Thanks Sandeep

3 4

French characters
by Dan King 10 Aug '07

10 Aug '07

Hello list, I am trying to have text that includes French characters such as the one below. The problem seems to be that when you commit something to the database any French characters end up being inserted or converted in the columns of the database as question marks. É é é é é turns into ? ? ? ? ? Does anyone know what is wrong? I have set the default character set to utf-8 but that didn't work. I am using OTRS 2.2.2 with an oracle 10g backend. Thanks for any help required. Dan King

2 1

Multiple email addresses for only one customer
by Laurent Minost 10 Aug '07

10 Aug '07

Hi everyone, I would like to have your ideas about this problem : is it possible through any tricks or directly ( I doubt :o) ) to manage more than one email address for a customer under OTRS ? We're currently managing a lot of tickets coming from different companies and so on : many differents end-users belonging to these companies. I noticed that a lot of these end users are having different domain-aliased emails in such form : UserA1 (email = user1(a)domainA.com) UserA2 (email = user2(a)domainA.com) ... UserB1 (email = user1(a)domainB.com) ... If we check further we can notice that UserA1 and UserB1 are the same one (same Company but with several domain names) but this user is identified by OTRS as two differents users because of changing of his email adress. So is it possible to add a multiple email address support to Customer Users that would "solve" this problem because we will be able to map all existing email addresses for a user to the real OTRS customer ? If someone already do that or have some ideas on how to implement this, I would be glad to have your points of view :o) Thanks by advance, Best regards, Laurent MINOST

2 2

possible small bug when owner change ? (page refresh)
by Martin Hamant 10 Aug '07

10 Aug '07

The context is "My Colleague is gone to holidays, so I want to get some of his tickets". All I have to do is select his ticket (For example thru the StatusView module), and change the owner from there. I works well except the ticket view after validating the owner-change form doesn't show any email or phone answers links. To view it, you have to get out of this page for example by returning to the queue view then get back in the ticket details ... Is it expected ? -- Martin

1 0

Customer Auth via AD doesn't work
by Dummy cerberus 10 Aug '07

10 Aug '07

Hello, I'm trying OTRS 2.2.1 and could manage to setup $OTRS_HOME/Kernel/Config/Defaults.pm to authenticate agents through LDAP requests to my AD. Now I have meda the changes required to authenticate customer through the same AD, but I seems as if ORS kept on trying to authenticate them through DB: .- I changed Defaults.pm .- I accessed customer.pl and provided a valid AD user (no an agent). .- I got the following message at /var/log/messages: Aug 10 14:26:52 localhost OTRS-CGI-10[18015]: [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth record in 'customer_user' for 'maripili' (REMOTE_ADDR: 10.31.33.236) Settings are similar to the ones for agent authentication: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'segre.che'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=CHE,dc=che'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrsadmin,ou=OTRS,ou=Aplicaciones,dc=che'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '*******'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; What am I doing wrong? Thanks in advance and best regards. M.A.

1 0

Upgrade from 1.1.3 to 2.2.2
by dvg 10 Aug '07

10 Aug '07

Hello! I am new to this list, but not new to OTRS. I am running version 1.1.3 which I installed from RPM. I now wish to update to a more modern version. The UPGRADING file in the source gives instructions for updating from 2.1 to 2.2. However, I have no idea how to get to 2.1 or if that is even necessary. What should my upgrade path be? I am hoping I don't need to upgrade to every interim release. That would be a lot of work: 2.2.2 (2007-07-31) (CHANGES) 2.2.1 (2007-07-02) (CHANGES) 2.1.7 (2007-04-05) (CHANGES) 2.1.6 (2007-03-02) (CHANGES) 2.1.5 (2007-01-25) (CHANGES) 2.1.4 (2006-12-14) (CHANGES) 2.1.3 (2006-11-17) (CHANGES) 2.1.2 (2006-10-18) (CHANGES) 2.1.1 (2006-10-05) (CHANGES) 2.0.4 (2005-11-21) (CHANGES) 2.0.3 (2005-10-05) (CHANGES) 2.0.2 (2005-08-22) (CHANGES) 2.0.1 (2005-08-01) (CHANGES) 1.3.3 (2005-11-21) (CHANGES) 1.3.2 (2004-10-15) (CHANGES) 1.3.1 (2004-09-20) (CHANGES) 1.2.4 (2004-07-08) (CHANGES) 1.2.3 (2004-04-07) (CHANGES) 1.2.2 (2004-02-23) (CHANGES) 1.2.1 (2004-02-16) (CHANGES) Any help is appreciated! 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

Customer Authentication againist awbs database
by Ahmet YAZICI 10 Aug '07

10 Aug '07

Hello, I'm trying to integrate otrs with awbs (www.awbs.com ) customer database. I've manually edited Kernel/Config.pm and added following lines $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; $Self->{'Customer::AuthModule::DB::Table'} = 'users'; $Self->{'Customer::AuthModule::DB::CustomerKey'} = 'username'; $Self->{'Customer::AuthModule::DB::CustomerPassword'} = 'password'; $Self->{'Customer::AuthModule::DB::CryptType'} = 'plain'; $Self->{'Customer::AuthModule::DB::DSN'} = "DBI:mysql:database=awbs;host=10.0.0.2"; $Self->{'Customer::AuthModule::DB::User'} = "root"; $Self->{'Customer::AuthModule::DB::Password'} = "mypass"; and when i try to call customer.pl otrs says "Got no MainObject! at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 84." If I copy users table to otrs db and then disable DNS,User,Password (last 3 lines of my code) it works but when i try to login /var/log/messages says Jul 26 16:50:35 manager OTRS-CGI-10[24107]: [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: sysmaster authentification ok (REMOTE_ADDR: 88.250.85.216). Jul 26 16:50:35 manager OTRS-CGI-10[24107]: [Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][Line:275]: Unknown column 'username' in 'field list', SQL: 'SELECT salutation, first_name, last_name, login, pw, email, customer_id, comments, valid_id, username FROM customer_user WHERE LOWER(username) = LOWER('sysmaster')' Jul 26 16:50:35 manager OTRS-CGI-10[24107]: [Error][Kernel::System::CustomerUser::DB::CustomerUserDataGet][Line:275]: Unknown column 'username' in 'field list', SQL: 'SELECT salutation, first_name, last_name, login, pw, email, customer_id, comments, valid_id, username FROM customer_user WHERE LOWER(username) = LOWER('sysmaster')' How can i solve these problems? Thanks

2 1

Backup.pl and Restore.pl errors.
by Patrick Evans 09 Aug '07

09 Aug '07

Hi, I searched the previously asked question and didn't see these so sorry If these are repeats. I inherited the OTRS at work and we are moving to different server machine. So I'm trying to run the backup.pl and restore.pl scripts. When I run the backup.pl script I get the following: Backup backup//2007-08-06_15-56/Config.tar.gz ... The system cannot Find the path specified. Failed Backup backup//2007-08-06_15-56/Application.tar.gz ... The system cannot Find the path specified. I looked at the perl script and in the if statement for the config File it is looking for config.pm, which isn't in my Kernel/Config Directory. Just Defaults.pm and GuestAgent.. files. The dump of the SQL files works and when I try to run restore.pl On the dump I get: Restore backup/../Config.tar.gz ... Error: Already existing tables in the database. A empty database Is required for a restore. I haven't populated the new OTRS install so I'm not sure what I Need to do to clear the database so I can restore the old one. Thanks.

2 2

Novell LDAP customer Auth
by Scott Plough 09 Aug '07

09 Aug '07

Can anyone help me out on the setup of otrs 2.2.2 to have my customers authenticate through Novell E-dir. I know where to set all the settings but am having a little trouble getting it to work. I used ldapsearch to test my LDAP server and all seemed to work ok, but can't get it to work with otrs login. Thanks Scott

3 2

[Vorgang#2007080686000248] FQDNs as http-Link
by Alexander Scholler 09 Aug '07

09 Aug '07

Hi, we write FQDNs to our tickets. The problem is that OTRS adds http:// to all FQDNs that start with "www." and shows them as link. This automatic text-adding is not saved within the article, so the text is added on-the-fly. This is not wanted in our case. How can this be disabled (which file has to be patched)? Bye, Alex

3 3

Upgrade path from 2.0.4 to 2.2.2
by Rob Cas 09 Aug '07

09 Aug '07

Hi, Could somebody recommend the best manual/source upgrade path from a 2.0.4 installation to 2.2.2? It looks like I may need to do: 2.0.4 to 2.1.1 (to get database schema changes) then 2.1.1 to 2.2.2 Are there any other intermediate releases that would be important to touch on? Thanks in advance, Rob. -- Bluefish Technologies Pty Ltd http://www.bluefish444.com 17b Market Street, South Melbourne Victoria, Australia, 3205 Phone +61 (3) 9682 9477 Fax +61 (3) 9682 9466 This email is confidential and privileged. Only the intended recipient may access or use it. If you are not the intended recipient, please delete this email and notify us promptly. We use virus scanning software but exclude all liability for viruses or similar in any attachment.

2 1

RE: [otrs] PostMaster.pl permissions
by Partington, Eric 09 Aug '07

09 Aug '07

Thanks for the response, I have changed the bits back using chmod +x , however the user/group never changes. Another thing I noticed is the cron job for otrs has dropped off, and i have to re-add it manually. What I am trying to do is to trace where the mail routing fails in my otrs setup. I can send something directly from the cat ... Email-1.box to the appropriate inbox. I can log into the machine locally and remote with telnet dns-name 25 and send a mail that then sits in the spool file for root, the otrs user and the local user account created. What I can't get the system to do is read mail from that spool file into OTRS with the PostMaster.pl file yet. I have read the docs relating to .procmailrc file, it exists and looks good. Is there anyway to tell or test if procmail is doing its job? Eric ________________________________ not sure how they change themselves but you can just chmod +x the pl file(s) when you say the perms are reset, is it the bits or the user/group owner? -Andy Lubel ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Partington, Eric Sent: Wednesday, August 08, 2007 2:12 PM To: otrs(a)otrs.org Subject: [otrs] PostMaster.pl permissions I have been struggling with the PostMaster.pl file and what I think is a problem with the permissions. As of the install on suse enterprise 10.0 the permissions are : -rw-r--r-- 1 wwwrun www 3985 2007-07-01 19:57 PostMaster.pl When using the otrs user I am unable to perform the test: cat /opt/otrs/doc/test-email-1.box | ./opt/otrs/bin/PostMaster.pl bash: /opt/otrs/bin/PostMaster.pl: Permission denied If I change the permissions of the PostMaster.pl file to 755, I can run the test above, but after some time the permissions are reset. How can I fix this or what am I doing wrong? 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

Problem When reply a ticket after upgdrade 2.0.3 to 2.2.1
by Carlos A Cardona Gomez 08 Aug '07

08 Aug '07

Hello, I just upgraded OTRS from versión 2.0.3 to 2.2.1, but I can't replay a ticket because I get the Mensaje: You need permissions!. I even created a new user, gave it all permissions, assigned all the queues but still can't reply a Ticket. I looked on the mail list.... And I found a similar topic, but didn't help my case.... Any ideas of what could be happening? I did a meticulous comparison between my installation of otrs 2.2.1 and a well working one of otrs 2.0.3. I changed the owners and permissions of ALL otrs files and directories that were not the same as the 2.0.3 version. But nothing changed. I still have the "You need permissions!" message. Any other idea? Carlos Cardona.

1 0

Problem When reply a ticket after upgdrade 2.0.3 to 2.2.1
by Carlos A Cardona Gomez 08 Aug '07

08 Aug '07

Hello, I did a meticulous comparison between my installation of otrs 2.2.1 and a well working one of otrs 2.0.3. I changed the owners and permissions of ALL otrs files and directories that were not the same as the 2.0.3 version. But nothing changed. I still have the "You need permissions!" message. Any other idea? >Check your permissions on the main otrs directory and make sure that user/group have read/write and it's propagated all the way down the tree >Jonathan Larsen > >Mountain West Heart Center >IT Dept >it(a)heartslc.com >801.270.4108 >>Hello, >> >>I just upgraded OTRS from versión 2.0.3 to 2.2.1, but I can't replay a ticket because I get the Mensaje: You need permissions!. >>I even created a new user, gave it all permissions, assigned all the queues but still can't reply a Ticket. >>I looked on the mail list.... And I found a similar topic, but didn't help my case.... Any ideas of what could be happening? > >> >>Thanks... Carlos Andrés Cardona | Analista de Informática | Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana | Circular 1 No. 70-01, Bloque 9 Of.210. | Medellín, COLOMBIA Tel: +57(4)415 90 06 | Ext. 7411 carlos.cardona(a)upb.edu.co <mailto:carlos.cardona@upb.edu.co> | www.upb.edu.co <http://www.upb.edu.co/>

3 2

Download only email fetching
by Dan King 08 Aug '07

08 Aug '07

Is there a way to have OTRS only download emails from a pop server as opposed to having them transfered from the server into the OTRS system? Or a way of sending emails the OTRS system fetches to a secondary email address that can be used as a backup? 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.

2 1

Saving a draft
by Dan King 08 Aug '07

08 Aug '07

I would like to add the functionality in OTRS that will allow a typed up mesasge to a customer to be saved for review or sending at a later date. Is this functionality in the works? 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.

2 1

Closed Ticket Re-Opens
by Buice, David R 08 Aug '07

08 Aug '07

Hello, We have a ticket that after we close re-opens itself about 3 minutes later. We think it's related to an automatic email coming from the ticket. Anybody else seen anything like this before in OTRS? Thanks 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

2 2

PostMaster.pl permissions
by Partington, Eric 08 Aug '07

08 Aug '07

I have been struggling with the PostMaster.pl file and what I think is a problem with the permissions. As of the install on suse enterprise 10.0 the permissions are : -rw-r--r-- 1 wwwrun www 3985 2007-07-01 19:57 PostMaster.pl When using the otrs user I am unable to perform the test: cat /opt/otrs/doc/test-email-1.box | ./opt/otrs/bin/PostMaster.pl bash: /opt/otrs/bin/PostMaster.pl: Permission denied If I change the permissions of the PostMaster.pl file to 755, I can run the test above, but after some time the permissions are reset. How can I fix this or what am I doing wrong? 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

Retrieving Email From Windows Insall
by darin＠rehnonline.com 08 Aug '07

08 Aug '07

Will, Thanks for your response. You are right. After posting I was poking around (I just inherited this network) and found that they are not running POP mail services. My bad, I should have posted my findings. Thanks again! -Darin

1 0

Retrieving Email From Windows Insall
by darin＠rehnonline.com 08 Aug '07

08 Aug '07

I am having trouble getting my OTRS windows install to retrieve email from my Exchange server using Pop3. I have created an email account for the queue and assigned it to the queue. The system is not having any trouble sending email via SMTP for notification. The instructions for this are not very clear. Thanks, Darin

2 1

Can't create PID PostMasterPOP3
by Yael Naveh 08 Aug '07

08 Aug '07

Hello list, Anyone familiar with this error: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running The ORTS system stop retrieve mail from mail server. Thanks, Yael.

3 5

Re: [otrs] What would cause Followups to go to the wrong agent?
by otrs user 07 Aug '07

07 Aug '07

Wow, thanks a ton! The user that wasn't receiving followup notification seemed okay. However, the two agents that were mistakenly receiving her notifications, did not have default queues assigned. When I assigned them default queues, the agent that wasn't receiving followup notifications, began to receive them! Also, this cause the agents that were mistakenly receiving the other agent's followup notifications to cease to receive them. All is well now, Thank you *very* *very* much. Charlie ----- Original Message ---- From: Andy Lubel <andy.Lubel(a)gtsi.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Tuesday, August 7, 2007 11:20:09 AM Subject: RE: [otrs] What would cause Followups to go to the wrong agent? Take a look at the agents profile (when logged on as the agent not receiving the notifications go to "Preferences"). There you will see the notification settings. You will need to also highlight the queues that you want these notifications for. HTH, -Andy Lubel -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs user Sent: Monday, August 06, 2007 2:26 PM To: otrs(a)otrs.org Subject: [otrs] What would cause Followups to go to the wrong agent? Hi, What would cause followups to go to the wrong agent? I have an agent that is not receiving followup notification when a customer replies to a ticket. Instead, the followup is going to an agent that is not involved with the ticket in any way. I've browsed the MySQL data to look for problems, but haven't seen any issues. Could anyone give me a clue where to look? I'm running a current version of OTRS 2.2.1 on Linux, with data stored in MySQL. Cheers, Charlie ________________________________________________________________________ ____________ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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/ ____________________________________________________________________________________ Choose the right car based on your needs. Check out Yahoo! Autos new Car Finder tool. http://autos.yahoo.com/carfinder/

1 0

HTTPBasicAuth + Panic! No UserData
by david.zeissler＠gutmann.at 07 Aug '07

07 Aug '07

Hi, I managed to use HTTPBasicAuth for Customer-Login. But when I open the customer.pl the system says "Panic! No UserData". I understand that the User can't be in the DB, but I don't know how to tell it should create a new user if it's unknown (like UserSyncLDAPMap for LDAP). Can I use UserSyncLDAPMap for that? (If so, how!?) I want to have a Single-Sign on solution for our windows-users. OTRS 2.2.1 runs on a Fedora 7 machine... Thanks for your support! Best regards, David

1 0

HTML In Email Response
by Sanson, Rick 07 Aug '07

07 Aug '07

Hi! I am trying to find a way to add HTML into email responses/text entry and also the ability to paste graphics into an email response or note? Thank you!

5 7

What would cause Followups to go to the wrong agent?
by otrs user 07 Aug '07

07 Aug '07

Hi, What would cause followups to go to the wrong agent? I have an agent that is not receiving followup notification when a customer replies to a ticket. Instead, the followup is going to an agent that is not involved with the ticket in any way. I've browsed the MySQL data to look for problems, but haven't seen any issues. Could anyone give me a clue where to look? I'm running a current version of OTRS 2.2.1 on Linux, with data stored in MySQL. Cheers, Charlie ____________________________________________________________________________________ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC

3 2

RE: [otrs] installing otrs2
by Matthew Joyce 07 Aug '07

07 Aug '07

I agree. I did a manual install on Etch and the only problems I had were which perl module to install and some ldap/ad issues. FWIW here's my perl packages, these maybe more than is needed. (`dpkg --get-selections | grep perl`) libalgorithm-diff-perl install libapache2-mod-perl2 install libapt-pkg-perl install libauthen-sasl-perl install libcompress-zlib-perl install libconvert-asn1-perl install libconvert-binhex-perl install libcrypt-passwdmd5-perl install libdate-pcalc-perl install libdbd-mysql-perl install libdbi-perl install libdevel-symdump-perl install libdigest-hmac-perl install libdigest-sha1-perl install libemail-valid-perl install libgd-gd2-noxpm-perl install libgd-graph-perl install libgd-text-perl install libhtml-parser-perl install libhtml-tagset-perl install libhtml-tree-perl install libio-stringy-perl install liblocale-gettext-perl install libmailtools-perl install libmime-perl install libnet-daemon-perl install libnet-dns-perl install libnet-domain-tld-perl install libnet-ip-perl install libnet-ldap-perl install libpdf-api2-perl install libperl5.8 install libplrpc-perl install libtext-charwidth-perl install libtext-diff-perl install libtext-iconv-perl install libtext-wrapi18n-perl install libtimedate-perl install liburi-perl install libwww-perl install libxml-parser-perl install perl install perl-base install perl-modules install Regarding 'I would like to go live this week.' from the original poster, I don't see how you can expect to go live by the end of the week, if you're having install issues. Presumably you are going to tailor and test? UAT ? I'll happily help if I can, but http://catb.org/~esr/faqs/smart-questions.html Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Tuesday, 7 August 2007 1:59 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] installing otrs2 Wow, Do a manual install. The only issues that a normal sysadmin would have is solving the perl dependencies. Im not sure exactly what a unix analyst is but if you cant manually install OTRS then you definitely don't want to use this long term in a production environment unless you purchase support. On 8/6/07 11:22 AM, "Laurent Minost" <lminost(a)denyall.com> wrote: Hi Andrew, As a Unix Systems Analyst, don't you feel we will miss a little bit of informations/details please ? :) Do you have some informations through Syslog and/or OTRS logs ( I don't know if with Etch package Syslog is the default logging method for OTRS) ? Did you check if OTRS database has been created automatically by post-script package install ? Does your mysql default installation is working properly ( do a simple test through <mysql -u root -p> from your machine) More basically, did you try the tarball package installation method ? or check the INSTALL file that comes with it ( all the installation process is listed in it) ? Thanks by advance, Best regards. Laurent Le lundi 06 août 2007 à 09:59 -0500, Andrew Meyer a écrit : Hi, It seems that every time I send an email to this mailing nothing gets accomplished. But I am trying to go live with otrs2 at my company, and can't figure out why every time I install the package, it doesn't work. I am using Debian Etch, with OTRS2. If I install with mysql, it says there is some database problem. I have the mysql-client installed. If its postgresql, it doesn't install the user for administering the application. Could someone please advise me on this? I would like to go live this week. Thanks for you help, Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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/ Andy Lubel Application Administrator / IT Department GTSI Corp. 3901 Stonecroft Boulevard Chantilly, VA 20151 Tel: 1.800.999.GTSI ext.2309 Dir: 703.502.2309 Andy.Lubel(a)gtsi.com --

2 1

Adding CC to New Tickets Notification
by will 06 Aug '07

06 Aug '07

Is there an easy way when sending the sender the notification of the new ticket creation to also CC everyone in the CC list? That way they know the ticket was created? Thanks,

1 0

installing otrs2
by Andrew Meyer 06 Aug '07

06 Aug '07

Hi, It seems that every time I send an email to this mailing nothing gets accomplished. But I am trying to go live with otrs2 at my company, and can't figure out why every time I install the package, it doesn't work. I am using Debian Etch, with OTRS2. If I install with mysql, it says there is some database problem. I have the mysql-client installed. If its postgresql, it doesn't install the user for administering the application. Could someone please advise me on this? I would like to go live this week. Thanks for you help, Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868

3 2

Re: [otrs] Sub categories in OTRS?
by Markus Uelzer 06 Aug '07

06 Aug '07

Would it be possible to have subqueues of subqueues? In the meaning a hirachry like "English tickets" -> "Product: XYZ" -> "Technical Support" ? Best regards, *Von:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Gesendet:* 29.07.07 13:42:08 *An:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Betreff:* Re: [otrs] Sub categories in OTRS? Markus Uelzer wrote: > Currently it is planned to use OTRS in our helpline. We ordered a > managed server now, but there are still some things left which I am > unsure about. > > It is planned to have main queues for every language (we habe > support mail adresses for every language). Every language queue > will diveded in subqueues for each of our products. > > Now the thing is, we will have to do weekly reportings to our > Headquarters and they want even to know how many inquiries we > received for cxertain categories (like "General questions", > "Technical Problems", "Account Problems" ...) > What would be a good way to implement those categories also in > OTRS. Would there be the possibility to define such categories and > our agents can selct the proper category when they close the ticket? You could maybe create another level of queues or create special ticket types for the different problem categories. I have used neither, but I think it should be possible. Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. *http://www.pc-sicherheit.web.de/startseite/?mc=022220* [http://www.pc-sicherheit.web.de/startseite/?mc=022220]

4 3

Automatic BCC
by will 03 Aug '07

03 Aug '07

Hi. Is there a way to automatically BCC ticket replies to a certain address? Thanks, -william

2 4

ITSM 1.0.2 displays as 1.0.1?
by scott call 03 Aug '07

03 Aug '07

I updated my system to OTRS 2.2.2 + ITSM 1.0.2 today in hopes that the random die silently stuff had been resolved. So far so good, but I noticed the ProductName is still OTRS::ITSM 1.0.1 I removed the ZZZAuto.pm and it rebuild with 1.0.1 as the version #, and checked FrameworkITSMCore.xml and it was also specifying 1.0.1 According to the package manager all my ITSM stuff is 1.0.2, so is this just a cosmetic bug or something more ominous (part of 1.0.1 still lurking to cause conflict later) Thanks -S

1 0

Bulk-Action not working...
by will 03 Aug '07

03 Aug '07

I noticed that when I check the messages, and hit the "Bulk Action" link, it just brings me back to the main queues screen, when before I got a screen to remove the messages. Not sure what happened or what I changed to get this. Anyone have an idea? Thanks, -will

2 2

Problems upgrading to 2.2.2
by Miguel Angel Bayona Pérez 03 Aug '07

03 Aug '07

Hi, I´ve just upgraded to 2.2.2 from 2.2.1 (plus ITSM 1.0.2). I run the update script and I´ve found out sthe following problem: When I try to create a new service (I did creates services with 2.2.1) I receive the following error: Message: Need TypeID! Traceback (21636): Module: Kernel::System::Service::ServiceAdd (v1.11) Line: 334 Module: Kernel::Modules::AdminService::Run (v1.6) Line: 167 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Any idea what I´m missing? 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

Creating a scalar in Config.pm and using in AgentTicketMailbox.pm
by Dan King 03 Aug '07

03 Aug '07

Hi, I want to create a scalar in Config.pm something like $Self->{'AgentTicketMailboxView'} = 'From To Cc Type Subject' And then use the value to select which fields are displayed in the agent ticket mailbox, the line of code would be as follows foreach(qw($Self->{'AgentTicketMailboxView'})) {... I then restart apache and load the locked ticket page. When the page loads the normal view for the tickets has changed but instead of inserting the Type which is what my goal is the fields for From To Cc Subject have all disappeared and nothing is displayed on the left half of each ticket. Thanks for any help offered. 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.

1 0

Customer comment field.
by Dan King 03 Aug '07

03 Aug '07

I would like to make the customer comment field larger so it can handle multiple lines of text. I know I have to change the varchar size on the database. But how to I make the text field multiple lines when it is viewed in the browser? Thanks for the help. 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.

2 1

Graphing Tickets Per Customer
by TPC 03 Aug '07

03 Aug '07

Hey there :) New user of OTRS here, been tinkering with it for a few months or so - I'm just wondering if anyone has made a static-stat for graphing number of tickets per customer. It's something to show like.. Client A - 5 tickets in queue X, 7 tickets this queue Y Client B - 2 tickets in queue X, 3 tickets in queue Y etc. I've seen one posted here about 6 months ago through the mailing list archives, and have tried to contact that person since, but to no avail. :( Anyone has such a setting for their own OTRS? Also, I'm wondering if it intentional or if I missed a setting or two - the queues and subqueues - shouldn't the queue have a total cumulative count of all the tickets within the subqueues ? If there was an option to enable this, or to have it enabled for graphing that'd be great too. Currently they seem to be like two distinct queues and have no relation with each other numerically aside from a parent-child-like relationship. Thanks! p/s : I'm currently running 2.2.1 and it's great :) Regards KP ____________________________________________________________________________________ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC

2 1

test reject
by Tobias Luetticke 03 Aug '07

03 Aug '07

test

1 0

test reject
by Tobias Luetticke 03 Aug '07

03 Aug '07

test

1 0

OTRS group logic
by James Gorz 02 Aug '07

02 Aug '07

Hello, Can anyone give me a breakdown of the group permission logic for client logins. It seems that we can give a client the same group membership as our sysadmins, and they have access to ALL of the queues under that group. Seems to be all or nothing. How can we give one group read only access to certain queues, while another has read/write. It looks like there is only one "group" option per queue. The documentation on the site doesn't go into much detail. Thanks, James G Sr. Systems Administrator Cavecreek Systems Administration Team http://www.cavecreek.net <http://www.cavecreek.net/> 24-hour technical support: support(a)cavecreek.net 480.449.7750 We welcome feedback on your customer service experience. Please send a message to qc(a)cavecreek.net

1 0

RE: [otrs] Adding a database field
by Dan King 02 Aug '07

02 Aug '07

Okay, if you look under the Defaults.pm file you will see a section under the comment "CustomerUser stuff". The customer is configured there starting with the line "Self->{CustomerUser}". The line that says "Map => [" is the start of parameters for the customer user. All you have to do is add a line for the expiration date as well as add the field into your database. Sorry I am unsure about the rest of the question. Having it change a customer to be invalid automatically is beyond my knowledge but possible you could create a GenericAgent that could do this that will run once every night. Hope that helps. 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 Jonathon Sent: August 2, 2007 2:45 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] Adding a database field I need to add an expiration date to the customer_user table. I need to figure out how to add the expiration date to the Customer_User interface and automatically set a user to invalid when that date arrives? Any ideas from anyone on how to do this?

1 0

Adding a database field
by Jonathon 02 Aug '07

02 Aug '07

I need to add an expiration date to the customer_user table. I need to figure out how to add the expiration date to the Customer_User interface and automatically set a user to invalid when that date arrives? Any ideas from anyone on how to do this?

1 0

Ticket types not functioning properly.
by Dan King 02 Aug '07

02 Aug '07

Hi list, I wanted to use the new functionality to assign types to tickets but I have it to be very buggy or not working 100% as far as I can tell. I am hoping someone can point me in the right direction to make some changes either in code or somewhere in sysconfig. The first thing that really needs to be done is for a default type to be assigned. Right now I think the first type I created is being assigned to every ticket. This annoyed me so I made all the types I created to be invalid but for some reason new tickets that come in are still given the first type that I created. The second thing that I would like to accomplish is to modify the type functionality so emails sent to different address are assigned certain types. I am new to developing in OTRS so any help or initial guidance will be greatly appreciated. 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.

1 0

mail notification to queue admins on new ticket?
by Boris Ratak 02 Aug '07

02 Aug '07

Yes, I remember I set these options when I created my user and when I check them in my prefs, I should get a notification for almost everything for the selected queue. But I still don't get a thing, although my customer account that created the ticket does get the notifications, so the mail sending system is working fine. Any idea? B. ------------------------- Hi, This is configured on a per-agent basis through Preferences panel of each agent. You will find Move/ Change state ... notifications Yes/No drop down menus. Best regards, Laurent Le jeudi 02 août 2007 à 16:50 +0200, Boris Ratak a écrit : >/ Hi, />/ />/ I'm new to OTRS, but I managed to configure most of the options i />/ needed, except this one : If a client opens a new ticket, I want that />/ OTRS send a mail to the admins of the concerned queue. Is it possible />/ and how do I configure it? />/ />/ thx />/ />/ B. />/ _______________________________________________ />/ OTRS mailing list: otrs - Webpage: http://otrs.org/ />/ Archive: http://lists.otrs.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

mail notification to queue admins on new ticket?
by Boris Ratak 02 Aug '07

02 Aug '07

Hi, I'm new to OTRS, but I managed to configure most of the options i needed, except this one : If a client opens a new ticket, I want that OTRS send a mail to the admins of the concerned queue. Is it possible and how do I configure it? thx B.

2 1

Thu Aug 2 10:28:27 2007 notice OTRS-CGI-10 No FormatTimeString() translation found for '01-AUG-2007' string!
by Dan King 02 Aug '07

02 Aug '07

Does anyone know what the message below means when appearing in the System Log? Thu Aug 2 10:28:27 2007 notice OTRS-CGI-10 No FormatTimeString() translation found for '01-AUG-2007' string! Thanks for the help. 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.

1 0

OTRS 2.2 on Windows 2003 Server error messages
by Jurgen de Wijs 02 Aug '07

02 Aug '07

We have installed OTRS 2.2.1 on a Windows 2003 server. After installation ww found that everthing was working except we receive the following error message in the windows event log: Faulting application perl.exe, version 5.8.8.819, faulting module mysql.dll, version 0.0.0.0, fault address 0x000032b9. The system seems to be working but from the error message I still think something is not quite right. Does someone have a suggestion? Best regards, Jurgen de Wijs

4 5

'Compose Answer' menu in zoom view
by Yael Naveh 02 Aug '07

02 Aug '07

Dear list, When I zoom into a ticket the 'Compose Answer' option at the right side disappears. How can it be customized? Thanks, Yael.

2 2

Ticket-ordering by pending-time
by Alexander Scholler 02 Aug '07

02 Aug '07

Hi, I'm looking for a ticket-order in Queue-view or My-tickets-view that shows all pending tickets with ascending order of pending-time left. Is this possible (without code-modification)? I don't think so... Bye, Alex

2 2

OTRS silently fails at random times?
by scott call 01 Aug '07

01 Aug '07

Hello esteemed OTRS folks. I am new to OTRS and have spent two days trying to figure out the problem I'm having, so hopefully it won't end up being a stupid noob mistake, although that's entirely possible. I installed OTRS 2.2.1 from source on a Mandriva 2007.1 machine, following the CentOS instructions as a general guide, but using the INSTALL files for things like mod_perl setup. The modules all are installed per otrs.checkModules, mysql and apache2. Several times throughout the installation and now administration process the CGIs seem to have failed silently, because I get a firefox error about unable to connect (which is an incorrect description of what happens, since it connects and then disconnects). The requests are all logged in the http access log. Sometimes hash not found errors show up in the error log, but certainly not as often as the failures occur. When the failure occurs, reloading the page 2 to 5 times usually gets me back to where I was, but as you can understand this isn't really a good solution for a production system. I've tried turning on debug and performance logging but the debug info seems to be the same for both successful and unsuccessful requests, aside from the successful ones logging the performance log. I would appreciate any clues as where to look first to try to get to the root of the problem. Thanks much, -Scott Call

1 0

problems with installation otrs DB
by Juan Andres Mercado 01 Aug '07

01 Aug '07

Good afternoon my friends, I had a important problem with the installation of otrs 2.2 when up the iterface web, and go to create the DB, display the next error: Create Database (2/4) Creating database 'otrs1' utf8: *done.* Creating tables 'otrs-schema.mysql.sql': *done.* Inserting Inital inserts 'otrs-initial_insert.mysql.sql': *done.* Foreign Keys ' otrs-schema-post.mysql.sql': *false! :-(* ---==> Can't create table './otrs1/#sql-5455_23.frm' (errno: 150) do you now the solutions?? Thank's for advance.. -- ------------------------------------------------------------------ Juan Andres Mercado Estudiante UAI - Ing. Informática ------------------------------------------------------------------ "By a free world and without windows" "Por um mundo livre e sem janelas" "Por un mundo Libre y sin ventanas"

1 0

Default type.
by Dan King 01 Aug '07

01 Aug '07

Does anyone know how to set the default type of the ticket. Currently it defaults to the first one I created but I don't want this and I can't find the setting in sysconfig. Thanks for any help offered. 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.

1 0

RE: [otrs] PHP Script to show quick Status
by Gerhard Weber 01 Aug '07

01 Aug '07

Hi Swen, if you add the lines echo "<!DOCTYPE HTML PUBLIC \"-//W3C//DTD HTML 4.01 Transitional//EN\"\n"; echo " \"http://www.w3.org/TR/html4/loose.dtd\">\n\n"; just before printing the html-header the page is even HTML-4.01-conform. Thanks für the script, gerhard

2 1

OTRS 2.2.1 Ticket Update...
by Jeff Shepherd 01 Aug '07

01 Aug '07

Hello, After upgrading to OTRS v2.2.1, all tickets that enter a specific queue for escalation after 15 minutes of not being answered are still showing up as if there have not yet been answered. I have attached a screenshot showing this. In the screenshot, the ticket shows that the update time is over by 20 minutes, however, this email was answered. How can I get this to not show up unless the customer has send in another reply? Right now I have to set the ticket status to "Pending Auto-Close" because replying, adding a note, and changing the priority don't fix this. It never did this in OTRS 2.1.7, it worked as it should have and expected. Any suggestions? Thanks! -Jeff

1 0

RE: [otrs] Modifiying agent queue view
by Gerhard Weber 01 Aug '07

01 Aug '07

Hi Ron, > 1. Is there a way to modify the agent queue view to display the owner of each ticket? * Edit Kernel\Output\HTML\Standard\AgentTicketQueueTicketView.dtl * Look for # <tr valign="top"> # <td><b>$Text{"Owner"}:</b></td> # <td><div title="$QData{"Owner"}">$QData{"Owner","18"}</div></td> # </tr> * uncomment those lines (i.e. delete the '#' at the beginning of each line there you go. > 2. Is there a way to change the queue where the ticket is located, in the email and phone response screens? You can choose the queue in the select labeled "From" (at least in my installation. Hope that helps, gerhard

3 2

RE: [otrs] Ticket owner change emails twice.
by Dan King 01 Aug '07

01 Aug '07

How do you disable the notification for notes? I see the message body in the notification section of the admin area but there is no way to make that invalid or remove it. 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 Nils Breunese (Lemonbit) Sent: August 1, 2007 11:16 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Ticket owner change emails twice. Dan King wrote: > Is there a way to stop two emails being sent to the new owner when > a ticket owner is changed? Currently one email is sent notifying > the new owner that a ticket has been assigned to them and a second > email is sent to notify that a note attached to a ticket. The note > is attached during the owner change. If you have enabled both notifications, then both events will triggering sending an email. You could disable the owner notification if you're already using the note notification. Nils Breunese.

1 0

Ticket owner change emails twice.
by Dan King 01 Aug '07

01 Aug '07

Is there a way to stop two emails being sent to the new owner when a ticket owner is changed? Currently one email is sent notifying the new owner that a ticket has been assigned to them and a second email is sent to notify that a note attached to a ticket. The note is attached during the owner change. Thanks for any help offered. 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.

2 1

merge and link states
by pri pri 01 Aug '07

01 Aug '07

3 2

Customer Users <--> Services: Problem and Solution
by Ernesto Silva 01 Aug '07

01 Aug '07

Hi, I had a problem trying to associate users and services, the html template Kernel/Output/HTML/Standard/AdminCustomerUserService.dtl had two "method=get" which make the submitting URL too long when there are a lot of users (>20 I believe), I've changed the two occurrencies to "method=post" and now works fine. Regards, -- 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

1 0

Notify agents if a ticket hasn't been modified/worked for a specified time
by Laurent Minost 01 Aug '07

01 Aug '07

Hi, I wonder if it's possible (maybe via Generic Agent) to notify agents that some tickets hasn't been modified for a specified time please ? I saw that a similar thing can be done through Generic Agent for creation date / pending date but not for "Last modified/action on" criteria ? Thanks by advance for your answer. Laurent

5 8

OTRS is sending email with empty "MAIL FROM:<>"
by Alen Salamun 01 Aug '07

01 Aug '07

Hello All! I have a problem with OTRS since messages that are sent from OTRS to list admins and users are not coming through. I have debuged problem down to the fact that when OTRS (2.2) sends email it doesn't correctly set MAIL FROM header in SMTP connection. OTRS sends the email with "MAIL FROM:<>" instead of something like "MAIL FROM:<otrs(a)company.com>". This mail is then rejected by mailer since it has empty sender field. I did recheck my OTRS settings and I have setup email addresses for sending out. Am I missing a parameter in OTRS or is this intended to be in such way!? BR, Alen

1 0

Possible bug with Customer Company ID management
by Laurent Minost 01 Aug '07

01 Aug '07

Hi, Could anyone confirm this behaviour please ? When changing Customer Company ID from 'toto' to 'bidule' under Customer Company Management Panel, customer users with already set Customer ID to this Customer Company ID doesn't get updated so when logging into Customer Frontend, tickets for new Customer Company ID bidule are not displayed ! Thanks by advance for your answers and time. Best regards, Laurent

1 0

RE: [otrs] Logo and Company Name
by Munawar Zeeshn 01 Aug '07

01 Aug '07

In the customer.pl , how can I change the LOGO and COMPANY NAME ?? -----Original Message----- From: Gabriele D'Andrea [mailto:gabriele.dandrea@ecohmedia.com] Sent: Saturday, July 21, 2007 5:58 PM To: Munawar Zeeshan Subject: Re: [otrs] EMail notificatin > Yes, I did the same thing. Out of my 8 users 2 of my users are getting > notifications by this way while others aren’t. While I am able to send > empty answers to the troubling 6 users... Well its v strange Seems very strange to me too, now I can't think about a reason for that... > Well can u tell me how can I set 24 hours as my ticket escalation time. It > inserted 1440 minutes there but it doesn’t counts up to 24 hours. It grows > somthng v high. That's the right way to set escalation time. I dont' clearly understand what you mean with "It grows somthng v high", however to see the ticket escalated, I think they should be unlocked, i.e. not assigned to any agent (not sure of that anyway) Sorry, but I don't use escalation in my environment > One more thing I also intends, that if a ticket is escalated, an email > notification gets to my boss.I cant c any such option like ticket > escalation > notification. It is there in the notifications but nowhere in the user > preferences. Maybe you should configure the GenericAgent for this, but it's not trivial I'm sorry I can't be much of help on this occasion Gabriele ---- Original Message ----- From: "Munawar Zeeshan" <mzeeshan(a)e-government.gov.pk> To: "'Gabriele D'Andrea'" <gabriele.dandrea(a)ecohmedia.com> Sent: Saturday, July 21, 2007 2:37 PM Subject: RE: [otrs] EMail notificatin Yes, I did the same thing. Out of my 8 users 2 of my users are getting notifications by this way while others aren’t. While I am able to send empty answers to the troubling 6 users... Well its v strange Well can u tell me how can I set 24 hours as my ticket escalation time. It inserted 1440 minutes there but it doesn’t counts up to 24 hours. It grows somthng v high. One more thing I also intends, that if a ticket is escalated, an email notification gets to my boss.I cant c any such option like ticket escalation notification. It is there in the notifications but nowhere in the user preferences. These problems hanging me till yet.I am trying to find out any solution. See if u can help. Thanks a lot for ur cocern. -----Original Message----- From: Gabriele D'Andrea [mailto:gabriele.dandrea@ecohmedia.com] Sent: Saturday, July 21, 2007 5:24 PM To: Munawar Zeeshan Subject: Re: [otrs] EMail notificatin Queues are assigned to groups, so you must add the user to the group assigned to that queue. It's well explained in the documentation... ----- Original Message ----- From: "Munawar Zeeshan" <mzeeshan(a)e-government.gov.pk> To: "'Gabriele D'Andrea'" <gabriele.dandrea(a)ecohmedia.com> Sent: Saturday, July 21, 2007 2:05 PM Subject: RE: [otrs] EMail notificatin > > Ok..tel me a thing.. > > How u uses to add some specific queue for an user?? > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Gabriele D'Andrea > Sent: Saturday, July 21, 2007 4:37 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] EMail notificatin > > Did you remember to insert the newly created users to the xyz queue, and > to > select the xyz queue into MyQueues for the new users? > > Gabriele > > ----- Original Message ----- > From: "Munawar Zeeshan" <mzeeshan(a)e-government.gov.pk> > To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> > Sent: Saturday, July 21, 2007 1:28 PM > Subject: [otrs] EMail notificatin > > >> In order to sent emails notifications to each AGENT when a new ticket >> arrives, I have done this. >> >> I created a new queue e.g; xyz. In the Email addresses I added the email >> address xyx(a)xyz.com for QUEUE xyz. Then I created a user and a group abc. >> The group has only permission for XYZ queue, added tht user to that group >> and set the MY Queues of user as xyz. >> >> Now I created two users. Mail is sending quite normally to them, but when >> I >> added more users, thy are unable to receive the email while the first 2 >> users continuously receiving mail notifications when new tickets arrives. >> >> Mail notification is enabled for all users' preferences. >> >> Any one any idea or better way to do this thing ?? >> >> Thanks >> >> >> >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >> Munawar Zeeshn >> Sent: Friday, July 20, 2007 5:35 PM >> To: 'User questions and discussions about OTRS.org' >> Subject: [otrs] Escalation Notification >> >> For a user, I want to enable Escalation notification in the User >> preferences. But I can find it there; I think it has to be get enabled >> from >> Sysconfig. Can anyone guide? >> >> No virus found in this outgoing message. >> Checked by AVG Free Edition. >> Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 >> 6:30 PM >> >> >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support or consulting for your OTRS system? >> => http://www.otrs.com/ >> >> No virus found in this incoming message. >> Checked by AVG Free Edition. >> Version: 7.5.476 / Virus Database: 269.10.8/906 - Release Date: 7/17/2007 >> 6:30 PM >> >> >> No virus found in this outgoing message. >> Checked by AVG Free Edition. >> Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: >> 7/20/2007 >> 4:39 PM >> >> >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.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/ > > No virus found in this incoming message. > Checked by AVG Free Edition. > Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 > 4:39 PM > > > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 > 4:39 PM > > > > > > > > No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.11/909 - Release Date: 7/20/2007 4:39 PM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.476 / Virus Database: 269.10.22/921 - Release Date: 7/26/2007 11:16 PM

3 6

Location of previous email message bodies.
by Dan King 01 Aug '07

01 Aug '07

Hi list, I really want to move the location of the previous emails message bodies so it will be located below the signature from the current email being sent to a customer. Does anyone know if there is a way to do this easily? Thanks for any help offered. 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.

3 2

Frederic Fraudeau/FR/Schneider est absent(e).
by frederic.fraudeau＠fr.schneider-electric.com 01 Aug '07

01 Aug '07

Je serai absent(e) à partir du 30/07/2007 de retour le 27/08/2007. Bonjour, Je suis actuellement absent et serai de retour le 27/08/07 à mon bureau. Pour toute question technique, merci d'ouvrir un ticket OTRS à l'adresse "http://support.ilevo.com/customer" ou de de contacter le Support Technique Ilevo : +33 4 76 60 50 00 Pour toutes autres questions, merci de contacter Alice Avila au : +33 4 76 60 54 05 Hello I'm currently out of office and I will be back on 27/08/07. For all technical question, please open an OTRS ticket using the following address "http://support.ilevo.com/customer" or contact the Ilevo Technical Support : +33 4 76 60 50 00 For all other questions, please contact Alice Avila: +33 4 76 60 54 05

1 0

Modifiying agent queue view
by Ron Plasse 31 Jul '07

31 Jul '07

Hi All, 1. Is there a way to modify the agent queue view to display the owner of each ticket? 2. Is there a way to change the queue where the ticket is located, in the email and phone response screens? Thank you, Ron ------------------------------------------------------------------ Confidentiality Notice: This Informatix Incorporated email message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential, and exempt from disclosure under applicable law. Access to this email by anyone other than the intended addressee(s)is prohibited without prior approval. ------------------------------------------------------------------

2 2

Problem When reply a ticket after upgdrade 2.0.3 to 2.2.1
by Carlos A Cardona Gomez 31 Jul '07

31 Jul '07

Hello, I just upgraded OTRS from versión 2.0.3 to 2.2.1, but I can't replay a ticket because I get the Mensaje: You need permissions!. I even created a new user, gave it all permissions, assigned all the queues but still can't reply a Ticket. I looked on the mail list.... And I found a similar topic, but didn't help my case.... Any ideas of what could be happening? Thanks... Carlos Andrés Cardona | Analista de Informática | Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana | Circular 1 No. 70-01, Bloque 9 Of.210. | Medellín, COLOMBIA Tel: +57(4)415 90 06 | Ext. 7411 carlos.cardona(a)upb.edu.co <mailto:carlos.cardona@upb.edu.co> | www.upb.edu.co <http://www.upb.edu.co/>

2 1

PHP Script to show quick Status
by Net Saint 31 Jul '07

31 Jul '07

Hello, I thought I share a little PHP script I wrote a couple of weeks ago. It will query the OTRS database and put out the current open tickets sorted by queue, tickets closed in the last x hours and tickets opened in the last x hours. It was designed for my management, so they can look what is going on without the need to log into OTRS. It works with OTRS 2.1 but I guess it will work it OTRS 2.2 as well. You can download it here: http://www.theworldsend.net . Look for "report.php" in the download section. I am no PHP programmer. Please spare me comments that you can write it in two lines where I used more lines. If you make it better let me know and I incorporate your changes. If anybody here did similar things I would like to know. Thanks /Swen

2 1

Migrating from otrs 2.1 to otrs 2.2
by tarallo＠ort.edu.uy 31 Jul '07

31 Jul '07

I want to know if I have to take special care in this task. Thanks -- A/P Andrés Tarallo

2 1

Advanced filter on incoming mails
by Gabriele D'Andrea 31 Jul '07

31 Jul '07

Hi all, some servers that we manage, are configured to send automatic emails on errors: when an error occurs, a mail i s sent every 5 minutes. My boss asked me to integrate these warnings in OTRS, so that a new ticket is created when an error occurs. So I need to filter emails coming from those specified addresses, in order to prevent multiple copies of the same ticket (a new mail is sent every 5 minutes until problem's solved or notification is stopped). I was thinking about a filter that allows a specified address, to open only 1 ticket every (say) 1 hour. Is this possible, can someone give me some guidelines about this, or a better way to filter automatic mails? Thanks a lot Gabriele -- Gabriele D'Andrea Tel. +39 085 9431161 . Fax +39 085 9431162 . gabriele.dandrea(a)ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore (PE) . Italy . www.ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose

3 3

Modification of a read-only value attempted
by will 31 Jul '07

31 Jul '07

Hi again, I'm getting this error when trying to reply to a ticket: Software error: Modification of a read-only value attempted at /data/CPAN/lib/site_perl/5.8.8/i86pc-solaris-thread-multi-64/Net/DNS/Question.pm line 47. So after some searching, found someone's solution (http://www.mail-archive.com/otrs@otrs.org/msg18266.html) but it didn't work for me. Since this was on a Solaris box, and I had a known working copy working in SuSE 10, I copied over SuSE's pm files. Now I get a blank page when I click "Compose E-mail". Any suggestions? Thanks! -william

1 0

RE: [otrs] PostmasterPOP3 error: Can't use string ("mail") as an ARRAY
by Matthew Joyce 30 Jul '07

30 Jul '07

Maybe the problem is with the config, perhaps wherever 'mail' is being provided should be ['mail']. Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Jeroen Prinse > Sent: Monday, 30 July 2007 9:07 PM > To: otrs(a)otrs.org > Subject: [otrs] PostmasterPOP3 error: Can't use string > ("mail") as an ARRAY > > Dear list, > > Maybe someone knows the answer to my problem. > > The situation: > > OS: CentOS > OTRS: Version 2.2.1 + ITSM 1.0.1 > > The postmaster account is setup succesfully and username and > password is working. Manually running the postmasterpop3 > (./PostmasterPOP.pl) gives the following error: > > "Can't use string ("mail") as an ARRAY ref while "strict > refs" in use at /opt/otrs/Kernel/System/CustomerUser/LDAP.pm > line 240, <DATA> line 225." > > Couldn't find anything wrong in LDAP.pm > > Please help me out :) > > Kind Regards, > > Jeroen Prinse. > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.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

LDAP and Database
by Maurice James Ny 30 Jul '07

30 Jul '07

At the moment I have both the database and active directory begin accessed by OTRS. I would like to be able to import my users from active directory into my OTRS database. Is this possible? When ever I try to add users to the database through the web interface I get an error that the user already exists. ( This is true they exist within active directory but not within the OTRS database. Whenever I check the customer_user table, its empty. I tried running ldap2db but it does not populate the database. Any takers on this one?

2 2

new instance of otrs2
by Andrew Meyer 30 Jul '07

30 Jul '07

Why would I be getting this: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Jul 30 14:18:36 2007 Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (30676): Module: Kernel::System::DB::new (v1.47) Line: 168 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 150 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868

2 1

Mensaje: You need permissions! after upgrade
by Carlos A Cardona Gomez 30 Jul '07

30 Jul '07

Hello, I just upgraded OTRS from versión 2.0.3 to 2.2.1, but I can't replay a ticket because I get the Mensaje: You need permissions!. I even created a new user, gave all permissions, assigned all the queues but still can't reply a Ticket. I looked on the mail list.... And I found a similar topic, but didn't help my case.... Any ideas? Thanks in advance... Carlos Andrés Cardona | Analista de Informática | Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana | Circular 1 No. 70-01, Bloque 9 Of.210. | Medellín, COLOMBIA Tel: +57(4)415 90 06 | Ext. 7411 carlos.cardona(a)upb.edu.co <mailto:carlos.cardona@upb.edu.co> | www.upb.edu.co <http://www.upb.edu.co/>

1 0

Solaris Zone
by will 30 Jul '07

30 Jul '07

(Sorry if this is a duplicate. I sent this last Friday, but for some reason it didn't show up, in my mailbox at least) I'm trying to install OTRS in a Solaris zone and not having too much luck. The perl binary is "secured" so I have to use a different binary (/data/bin/perl). I'm not having a lot of luck with this, and not sure if I messed up anything. I was able to edit bin/otrs.checkModules with the new binary path, and it was able to find all the modules. But then in bin/cgi-bin/installer.pl I did the same thing, but it seems to refer to another file /opt/otrs/Kernel/System/DB.pm which doesn't seem to use the right binary since it cannot locate DBI.pm. So I'm not sure how to globally set the default path of the perl binary to the new path. Any help would be very much appreciated. Thanks! -will

3 4

Ticket creation by mail with specific X-OTRS headers
by Laurent Minost 30 Jul '07

30 Jul '07

Hi, Checked on Google and OTRS mailing list archives for an answer to this question but can"t find one. I'm currently on the process of migrating to OTRS for a specific platform and in this way I was asked to restore back on OTRS all of our old Double Choco Latte tickets data so we wil have all historical tickets accessible through OTRS. For the moment, I run into creating data in OTRS by sending custom mails containing old data and so let it create all necessaries entries by itself, so I'm using a lot all of these useful X-OTRS-* Headers BUT I wonder : - is there any "hidden"/undocumented headers like X-OTRS-TicketID or X-OTRS-EmailDate ? It would help a lot because we need to keep Ticket Numbers the same between old and new ticketing system and for dates it would be better if we can keep original creation/modification/resolution dates from original emails. - does anyone see a better way to integrate back all of these datas into OTRS ? Thanks by advance for your answers. Best regards, Laurent

1 0

re-opening tickets
by pri pri 30 Jul '07

30 Jul '07

2 1

Evaluating new escalation-mechanism of v2.2
by Alexander Scholler 30 Jul '07

30 Jul '07

Hi, I'm evaluating the new escalation-mechanismn of v2.2, especially the new escalation * response time * update time * solution time An can't find any documentation on these times. What does each time means exactly? Can anybody help me? Bye, Alex

1 1

Re: [otrs] Evaluating new escalation-mechanism of v2.2
by Jeroen Prinse 30 Jul '07

30 Jul '07

Alex, I'm not sure, but I guess with a bit of logic you can figure it out too. Response time: Time till the customer needs to get a response Let's say an agent should give a response to a customer within 2 hours after ticket creation. Something like thanks for your request we will help you within the next 24 hours. Update time: Time till the customer needs to get an update After the first response a customer should be kept informed about the latest developments of his request. So you may want to cofigure that after the first response a customer should be updated within 12 hours. Solution time: Time till the ticket needs to be closed Pretty self explanatory. Kind Regards, Jeroen Prinse. >>> alexander.scholler(a)augsburg.de 7/30/2007 01:21:26 PM >>> Hi, I'm evaluating the new escalation-mechanismn of v2.2, especially the new escalation * response time * update time * solution time An can't find any documentation on these times. What does each time means exactly? Can anybody help me? 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/

1 0

PostmasterPOP3 error: Can't use string ("mail") as an ARRAY
by Jeroen Prinse 30 Jul '07

30 Jul '07

Dear list, Maybe someone knows the answer to my problem. The situation: OS: CentOS OTRS: Version 2.2.1 + ITSM 1.0.1 The postmaster account is setup succesfully and username and password is working. Manually running the postmasterpop3 (./PostmasterPOP.pl) gives the following error: "Can't use string ("mail") as an ARRAY ref while "strict refs" in use at /opt/otrs/Kernel/System/CustomerUser/LDAP.pm line 240, <DATA> line 225." Couldn't find anything wrong in LDAP.pm Please help me out :) Kind Regards, Jeroen Prinse.

1 0

change colors for ticket priority
by Gabriele D'Andrea 30 Jul '07

30 Jul '07

Hello, how do I change the default colours for highlighting tickets based on priority? i.e. Tickets with high priority are showed in red, where do I link colors and priorities? -- Gabriele D'Andrea

2 2

PostMasterPOP3 error
by Jonathan Sartin 30 Jul '07

30 Jul '07

All, we're seeing frequent occurrences of the following error (sent to the cron email address): ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Sun Jul 29 11:57:02 2007 Message: Need User or UserID! Traceback (28211): Module: Kernel::System::User::GetUserData (v1.64) Line: 126 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.142) Line: 1771 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.142) Line: 404 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 217 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /usr/share/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 OTRS 2.2.1, debian etch. Customer user data is sourced from a separate database - not sure if this is relevant. Would appreciate any suggestions. At this point, I don't even know which point in the ticket work flow is triggering these errors. Thanks in advance. .... Jonathan.

1 0

looking for new ticket trigger
by Yael Naveh 30 Jul '07

30 Jul '07

Dear List, I'm trying to integrate one of our systems with OTRS, I need to execute a specific code on new ticket opening. Is there any way to do so without digging into OTRS source code? Thank you for your attention, Yael Naveh

2 1

system performance
by Yael Naveh 30 Jul '07

30 Jul '07

Dear list, I am testing version 2.16. I have now 1600 open tickets in one queue and the OTRS more or less stop responding, every request takes ages to complete, etc. Is it normal? Does anybody has performance information? What is the system limitation? If I want to close all open tickets, is there a way to select all for bulk action? Many thanks, Yael Naveh

2 1

RE: [otrs] Problems getting OTRS to fetch from POP3
by Matthew Joyce 29 Jul '07

29 Jul '07

I think you can increase dubug by adding the following the directive to your config and restarting apache. $Self->{'Debug'} = 0; You can run otrs/bin/PostMasterPOP3.pm to force a pop3 pickup. Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Thomas Kristensen > Sent: Sunday, 29 July 2007 8:12 AM > To: otrs(a)otrs.org > Subject: [otrs] Problems getting OTRS to fetch from POP3 > > Hello guys > > Iam new to this OTRS but i looks nice and is what i need to > handle my support email. But i got this problem, i cant the > pop3 fetching to work. > I get this error: > > [Sun Jul 29 00:02:36 2007][Error][main::FetchMail][162] Auth > for user support2@cs-hosting.dk@mail.cs-hosting.dk failed! > > And i know the password and username is the right ones > because i an login from the web mail with that same data i gave OTRS. > Is there a way to enable some more debug, maybe the error > messge from the POP3 says that i cant login ? > > -- > > Hilsen Thomas Kristensen > CS-Hosting > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ >

1 0

Sub categories in OTRS?
by Markus Uelzer 29 Jul '07

29 Jul '07

Dear all, Currently it is planned to use OTRS in our helpline. We ordered a managed server now, but there are still some things left which I am unsure about. It is planned to have main queues for every language (we habe support mail adresses for every language). Every language queue will diveded in subqueues for each of our products. Now the thing is, we will have to do weekly reportings to our Headquarters and they want even to know how many inquiries we received for cxertain categories (like "General questions", "Technical Problems", "Account Problems" ...) What would be a good way to implement those categories also in OTRS. Would there be the possibility to define such categories and our agents can selct the proper category when they close the ticket? Many thanks in advance!

2 1

Problems getting OTRS to fetch from POP3
by Thomas Kristensen 28 Jul '07

28 Jul '07

Hello guys Iam new to this OTRS but i looks nice and is what i need to handle my support email. But i got this problem, i cant the pop3 fetching to work. I get this error: [Sun Jul 29 00:02:36 2007][Error][main::FetchMail][162] Auth for user support2@cs-hosting.dk@mail.cs-hosting.dk failed! And i know the password and username is the right ones because i an login from the web mail with that same data i gave OTRS. Is there a way to enable some more debug, maybe the error messge from the POP3 says that i cant login ? -- Hilsen Thomas Kristensen CS-Hosting

1 0

Problems getting OTRS to fetch from POP3
by Thomas Kristensen 28 Jul '07

28 Jul '07

Hello guys Iam new to this OTRS but i looks nice and is what i need to handle my support email. But i got this problem, i cant the pop3 fetching to work. I get this error: [Sun Jul 29 00:02:36 2007][Error][main::FetchMail][162] Auth for user support2@cs-hosting.dk@mail.cs-hosting.dk failed! And i know the password and username is the right ones because i an login from the web mail with that same data i gave OTRS. Is there a way to enable some more debug, maybe the error messge from the POP3 says that i cant login ? -- Hilsen Thomas Kristensen CS-Hosting

1 0

Informix as DB backend
by Roland 28 Jul '07

28 Jul '07

Hi! Does anyone already have successfully used Informix as additional database backend for CustomerUser? I only receive "Got no MainObject! at .../Kernel/System/DB.pm line 84." when activating dbi:Informix. Querying the database with a short Perlscript succeeds. Thanks, Roland

1 0

Custom stats / report?
by Mike Dent 28 Jul '07

28 Jul '07

Hi, is it possible to generate a report which will sum the hours (or time units) spent on each customer in the last month? Or between a start and end date? I'd like to use this for accounting purposes to know how much to bill customers each month. Or maybe there is a better way of doing it? Sage is the accounting program that will be used. thanks Mike

2 1

Missing 2.2.1 admin-area links
by STENT, Aaran 27 Jul '07

27 Jul '07

Hi, I am still having trouble locating the SLA, Type and Service links. They are not showing up in the admin-area I have been looking through the directory at otrs/Kernel/Config/Files but cant see where these are added. The disappeared after I upgraded my data and config from 2.1 to 2.2. The SLA and Type Combo boxes are displayed when I create a new ticket. Can anyone explain where or how the links are configured. I have found some of them using sysconfig (Frontend::Admin::ModuleRegistration) Thanks, Aaran Stent National IT Manager Healthe Care Australia mobile: +61 439 785 963 phone: +61 3 9061 9092 fax: +61 3 9277 7291 em: aaran.stent(a)healthecare.com.au _____________________________________________________________________ Disclaimer: This message is intended only for the use of the addressee(s) named above and may contain privileged information. If you are not the intended recipient of this message you are hereby notified that you must not disseminate, copy or take any action based upon it. Please delete and destroy the message from your computer. If you received this message in error please notify the Healthe Group of Companies immediately. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the views of the Group.

1 0

Re: [otrs] Agent(s) not receiving FollowUp notification after upgrade to 2.2.1
by otrs user 27 Jul '07

27 Jul '07

----- Original Message ---- From: otrs user <otrs_user_221(a)yahoo.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Wednesday, July 25, 2007 9:44:44 AM Subject: Re: [otrs] Agent(s) not receiving FollowUp notification after upgrade to 2.2.1 Hi, Has any one any idea why one agent's follow up notifications are never being sent to that agent, but instead are sent to three unrelated agents? All other agent's work just fine. OTRS 2.2.1 on Centos 3.8, datastore is MySQL 5.0 ------------------------------------------------------------------------------------------------------------------- I guess not ____________________________________________________________________________________ Shape Yahoo! in your own image. Join our Network Research Panel today! http://surveylink.yahoo.com/gmrs/yahoo_panel_invite.asp?a=7

1 0

RE: RE: [otrs] Admin-Area for agents not in admin group
by Gerhard Weber 27 Jul '07

27 Jul '07

Hi Andy, > In sysconfig there are some settings where you can show buttons based on > group membership. That shouldn't be the default so I wonder if you > changed something, or created a custom group? I did not create a custom group. And you'r right, I checked out a clean install and there those buttons are not there. Any idea which settings are responsible? I'm using 2.2.1 by the way. gerhard -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerhard Weber Sent: Thursday, July 26, 2007 10:50 AM To: otrs(a)otrs.org Subject: [otrs] Admin-Area for agents not in admin group Hi, I noticed that an agent who is not in the admin group gets the complete Admin-Area block when clicking on Company (Action=AdminCustomerCompany) or Customer (Action=AdminCustomerUser). The Admin-Area includes all the admin links for "Users & Groups & Roles", "Queue & Responses", "System" and "Misc". The agent is only in the user group with all rights (ro, move_into, create, owner, priority, rw). The agent is not allowed to actally perform any of the Actions in the Admin-Area ("No Permission to use this frontend module!"), but the links are there. Is this a bug? Or a feature? Can I get rid of this by some Config option or else? Thanks, gerhard

1 0

uarr / darr for StatusView columns
by Nils Breunese (Lemonbit) 27 Jul '07

27 Jul '07

Hello, We have just upgraded from 2.1.7 to 2.2.1 on CentOS 4 (using the Fedora Core 1-3 RPM, which has always worked just fine). After running the database upgrade script all seems to be working fine. There is one strange thing though: in StatusView there should up and down arrows for every column to be able to sort, but instead of the arrows we see ↑ and ↓. Looking at the page source I see &uarr; which of course isn't going to work. Should be ↑ I guess. Anyone else seeing this? Nils Breunese.

4 6

Email ticket issue
by Matthew Joyce 27 Jul '07

27 Jul '07

Hi, I have v2.2 running and I thought I had it working, however during my tests I've found something odd. Logged in as an agent, I click 'Email Ticket' If I enter a partial login name in the TO field, and search, it displays a dropdown of matching users full names. If I select and take one, it places the full name in the TO field and say it's invalid. Presumably because it's not a email addy. Why does it insert the full name (which maybe a Display Name from LDAP sync), and not the email address? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

1 0

PostMasterPOP3 cron job
by Dan King 26 Jul '07

26 Jul '07

I am having an issue with OTRS. I installed version 2.2 and since than my cron job running PostMasterPOP3.pl won't run automatically although I can run it manually using the command # perl PostMasterPOP3.pl I am receiving the following error in my log file [Thu Jul 26 15:57:02 2007][Error][Kernel::System::DB::new][173] ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. I had this successfully working before but now I am not having any luck. Does anyone know a solution to my problem? As a side note I am using an Oracle backend on a Sun Solaris 9 server. Everything seems to be functional within OTRS except the cronjob. Thanks for any help offered. 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.

3 2

Admin-Area for agents not in admin group
by Gerhard Weber 26 Jul '07

26 Jul '07

Hi, I noticed that an agent who is not in the admin group gets the complete Admin-Area block when clicking on Company (Action=AdminCustomerCompany) or Customer (Action=AdminCustomerUser). The Admin-Area includes all the admin links for "Users & Groups & Roles", "Queue & Responses", "System" and "Misc". The agent is only in the user group with all rights (ro, move_into, create, owner, priority, rw). The agent is not allowed to actally perform any of the Actions in the Admin-Area ("No Permission to use this frontend module!"), but the links are there. Is this a bug? Or a feature? Can I get rid of this by some Config option or else? Thanks, gerhard

2 1

How to setup "Watched Tickets" icon?
by Agim Cami 26 Jul '07

26 Jul '07

On the DEMO of OTRS (http://demo.otrs.org/otrs/index.pl) the icon "Watched Tickets" is on the screen. I find it very useful. On my test bed of OTRS 2.2.1 this icon is not present. My question is : is any possibility to add this function? Thanks!

3 2

using postmaster filters
by pri pri 26 Jul '07

26 Jul '07

2 6

Re: [otrs] how do i add a new category in faq v1.2.4?
by Mike Conigliaro 26 Jul '07

26 Jul '07

here's a potential solution i received from michael holland (mholland(a)Monitronics.com) i haven't tried it yet, but i figured id post it to the list in case it might help someone else: "I just solved it. I gave myself full access. Logged out and logged in as localhost. Then logged back out, and back in as myself. Now I have Categories." Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com Aaron Davidson wrote: > Hi Mike, we're using OTRS v2.2.1 and have only just installed the faq module > and we are seeing exactly this issue. > > Did anyone manage to get back to you with an answer as to how you add in new > categories? > > >> thanks, but i already did that. maybe im not looking in the right place. > should i be seeing a separate >> icon for category management or something? im able to access the form to > create a new article, but it >> just complains that no categories exist. >> >> Mike Conigliaro >> ProActive Technologies >> [EMAIL PROTECTED] >> 203.239.0440 ext:317 >> www.getproactivenow.com > > > > > Best regards, > > Aaron Davidson > SimWorks International Limited > > Ph. +649 296 6290 > Fax. +649 296 6295 > Mob. +6421 557 600 > Skype. aldsimworks

1 0

Qeues by email address
by Yael Naveh 26 Jul '07

26 Jul '07

Dear list, Is it possible to sort incoming messages into the right queue according to the FROM field rather than the TO field. This way I want need to assign many email addresses to my OTRS system. Thanks you all, Yael.

2 1

genericagent not found
by Peter Hoogkamer 26 Jul '07

26 Jul '07

Hello, I found in my otrs.log the following error: [Thu Jul 26 09:20:01 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! The GenericAgent.pl module is present in the bin directory, but can't be found by otrs. I am using version 2.2.1 on a Server 2003 system. Can somebody tell me how to solve this? Thanks, Peter Hoogkamer

1 0

Customer notifications
by Mike Clayton 26 Jul '07

26 Jul '07

Is there a way to have notes that are added to a ticket by an agent sent to the customer?

6 7

Re: [otrs] Agent(s) not receiving FollowUp notification after upgrade to 2.2.1
by otrs user 25 Jul '07

25 Jul '07

Hi, Has any one any idea why one agent's follow up notifications are never being sent to that agent, but instead are sent to three unrelated agents? All other agent's work just fine. OTRS 2.2.1 on Centos 3.8, datastore is MySQL 5.0 Cheers, -- Charlie Bronson ____________________________________________________________________________________ Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. http://mobile.yahoo.com/go?refer=1GNXIC

1 0

movement of Freetext-field
by Alexander Scholler 25 Jul '07

25 Jul '07

Hi, the otrs::itsm-documentation says that freetext-field 3-6 & 13-16 may not be in use if you install otrs::itsm, because they are used through otrs::itsm. So, if you have them in use, how do you move these fields to other fields. I just don't know. I could imagine to make DB-manipulations with updates on the table ticket (and to ensure data-consistence) on ticket_history, but GenericAgent would be the clearer way. Any ideas? Bye, Alex

2 1

change ticket status
by Luis Torres Quiñones 25 Jul '07

25 Jul '07

Hi, Somebody know, how to add an option, to change ticket status, like a change queue Regards, Luis Torres Q.

2 3

LDAP Customer or Agent auth via group membership
by Bart Verstricht 25 Jul '07

25 Jul '07

Hi Peter, I supplied a wrong link, the correct link is http://trinityhome.org/Home/index.php?wpid=95&front_id=18 It is an OpenSuse 10.2 Groetjes uit België...

1 0

LDAP Customer or Agent auth via group membership
by Bart Verstricht 25 Jul '07

25 Jul '07

I have implemented successfully customer and agent authentication via LDAP, but I have a question about group membership. I have created a group otrs_allow_c group where all customer users reside to allow login. But in this group I want to add another group for ease of use because we have already pre-defined groups where the users reside in. I already tried but it does not work. Is it because the perld ldap module does not recursively search groups or something like that? I also made some small tutorial to implement OTRS LDAP auth, and that way I use it now. You can find it here: http://trinityhome.org/Home/index.php?wpid=95&front_id=1 Any suggestions?

3 2

How to installation on Fedora Core or CentOS
by Agim Cami 25 Jul '07

25 Jul '07

Is available any installation note for installation of OTRS on Fedora Core or CemtsOS?

3 2

upgrade OTRS 2.1.7 to 2.2.1
by bradis 24 Jul '07

24 Jul '07

So, did anyone already made it ? Vbrgs!

5 8

Tickets shown on "my queues" view
by Jesús M. Navarro 24 Jul '07

24 Jul '07

Hi all: "My queues" view shows by default all open tickets, including those pending autoclose. Is there any config param so I can tell explicitly what states I want to see on the "My queue" view? (the same goes valid for other views like i.e. "blocked tickets"; for the most part I don't want to see "pending auto" tickets except if explicitly looking for them, since the system is already properly managing them). -- 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

3 6

FTP or webserver ?
by Julien Munch2001 24 Jul '07

24 Jul '07

Hello, I have configured OTRS in local without major problem and I'm now trying to make it usable from the internet and I'm a little lost... I firstly wanted to install it on the website of the company but it is only accessible via FTP and I don't know how to install it without knowing where apache server, Mysql or Perl are installed (if they are...) Do I have to install them in the ftp or to make a webserver ? Thanks _________________________________________________________________ Windows Live Messenger sur i-mode : dialoguez avec vos amis depuis votre mobile comme sur PC ! http://mobile.live.fr/messenger/bouygues/

2 3

insert a default body for Phone Calls
by Gabriele D'Andrea 24 Jul '07

24 Jul '07

Hi, another silly question :P I'm trying to customize Phone Calls inserting a default body text: it can be done in Sysconfig -> Ticket -> Frontend::Agent::Ticket::ViewPhoneNew (for new tickets) and Sysconfig -> Ticket -> Frontend::Agent::Ticket::ViewPhoneOutbound (for follow-ups) The parameter I need to edit is Ticket::Frontend::AgentTicketPhone###Body: But there's a strange mismatch: in ViewPhoneNew it's a TextArea Field, so that I can write an extensive default message in ViewPhoneOutbound is a simple Text Field, so that I can Write a single line only. Any feedback about this? -- Gabriele D'Andrea Tel. +39 085 9431161 . Fax +39 085 9431162 . gabriele.dandrea(a)ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore (PE) . Italy . www.ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose

1 1

Modifying AdminCustomerUserForm?
by Dan King 24 Jul '07

24 Jul '07

I am trying to modify the labels for the fields when adding a Customer User. I want to change the label Salutation to gender or just add a field for gender. I am attempting to do this in the file named AdminCustomerUser.dtl but I don't see any place where Salutation is listed in the file. Am I looking in the right place or should I be attempting something different? Thanks for any help offered. 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.

3 2

Re: [otrs] Email ticket templates
by Klement, Charles 24 Jul '07

24 Jul '07

The only issue is that these only work on responses. I'd like templates for the first email sent out on a ticket generated by the NOC. ----- Original Message ----- From: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Mon Jul 23 13:10:47 2007 Subject: RE: [otrs] Email ticket templates Click on Admin and then you will see responses. Edit or create a new template. Besure to assign it to the queue too. When you email responses it should show up all the time. Jonathan Larsen Mountain West Heart Center IT Dept it(a)heartslc.com 801.270.4108 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Klement, Charles Sent: Monday, July 23, 2007 11:45 AM To: otrs(a)otrs.org Subject: [otrs] Email ticket templates Hello, I'm currently using 2.1.6. Is anyone aware if it's possible to define templates that can be used when creating a new email ticket? Our intent is to have some standard boiler plate for making announcements of maintenance windows our outages. If there is not generic templating capability for new tickets, is it possible to have a standard message per queue. I'm willing to upgrade to a newer version if that would get me the feature that I am looking for. Thanks, charles This message (including any attachments) contains confidential and/or proprietary information intended only for the addressee. Any unauthorized disclosure, copying, distribution or reliance on the contents of this information is strictly prohibited and may constitute a violation of law. If you are not the intended recipient, please notify the sender immediately by responding to this e-mail, and delete the message from your system. If you have any questions about this e-mail please notify the sender immediately. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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/ This message (including any attachments) contains confidential and/or proprietary information intended only for the addressee. Any unauthorized disclosure, copying, distribution or reliance on the contents of this information is strictly prohibited and may constitute a violation of law. If you are not the intended recipient, please notify the sender immediately by responding to this e-mail, and delete the message from your system. If you have any questions about this e-mail please notify the sender immediately.

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Forwarding tickets
by Matthew Joyce 24 Jul '07

24 Jul '07

Using v2.2 (+ITSM), I try to forward a ticket, but the from address is otrs@localhost. I couldn't find any occurrence of this email in my config, but grep finds System/Email.pm: $Param{From} = $Self->{ConfigObject}->Get('AdminEmail') || 'otrs@localhost'; My config does include : Config.pm: $Self->{'AdminEmail'} = 'mjoyce(a)ccia.org.au'; Is this the correct directive to control who the ticket is forwarded by ? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

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Email ticket templates
by Klement, Charles 23 Jul '07

23 Jul '07

Hello, I'm currently using 2.1.6. Is anyone aware if it's possible to define templates that can be used when creating a new email ticket? Our intent is to have some standard boiler plate for making announcements of maintenance windows our outages. If there is not generic templating capability for new tickets, is it possible to have a standard message per queue. I'm willing to upgrade to a newer version if that would get me the feature that I am looking for. Thanks, charles This message (including any attachments) contains confidential and/or proprietary information intended only for the addressee. Any unauthorized disclosure, copying, distribution or reliance on the contents of this information is strictly prohibited and may constitute a violation of law. If you are not the intended recipient, please notify the sender immediately by responding to this e-mail, and delete the message from your system. If you have any questions about this e-mail please notify the sender immediately.

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Agent(s) not receiving FollowUp notification after upgrade to 2.2.1
by otrs user 23 Jul '07

23 Jul '07

Greetings, I would appreciate any assistance debugging this lack of agent follow up after my upgrade. My OS is Centos 3.8 (Red Hat Enterprise clone) Perl Version 5.8.0 Apache 2.0.46-68 MySQL 5.0.45 OTRS 2.2.1 OTRS is configured to store data in MySQL I've just completed an upgrade from OTRS 1.2.x to OTRS 2.2.1. The upgrade seemed to go smoothly. I upgraded via RPM and also ran four upgrade scripts: cat /opt/otrs/scripts/DBUpdate-to-1.3.mysql.sql | mysql -p -f -u root otrs cat /opt/otrs/scripts/DBUpdate-to-2.0.mysql.sql | mysql -p -f -u root otrs cat /opt/otrs/scripts/DBUpdate-to-2.1.mysql.sql | mysql -p -f -u root otrs cat /opt/otrs/scripts/DBUpdate-to-2.2.mysql.sql | mysql -p -f -u root otrs I've since noticed two problems. I have an Agent that is not receiving Follow up notification when a customer replies. All Follow up notifications to this problem agent *do* get sent out, but it goes to three wrong agents. I've checked that all agent email addresses are accurate. Perhaps related to this, I have this in from PostMasterPop3 Subject: Cron <otrs@board> $HOME/bin/PostMasterPOP3.pl >> /dev/null ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Jul 23 12:15:07 2007 Message: Need User or UserID! Traceback (31508): Module: Kernel::System::User::GetUserData (v1.64) Line: 126 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.142) Line: 1771 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.142) Line: 404 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 217 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Jul 23 12:15:09 2007 Message: Need User or UserID! Traceback (31508): Module: Kernel::System::User::GetUserData (v1.64) Line: 126 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.142) Line: 1771 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.142) Line: 404 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 217 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Jul 23 12:15:09 2007 Message: Need User or UserID! Traceback (31508): Module: Kernel::System::User::GetUserData (v1.64) Line: 126 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.142) Line: 1771 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.142) Line: 404 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 217 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 Regards, Charles Bronson. ____________________________________________________________________________________ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC

1 0

Customer Ldap Backend
by Rui Silva 23 Jul '07

23 Jul '07

Hi PPL, I've Upgraded to 2.2.1 and I have A problem with customer LDAP auth. My config.pm is the same as in a previous version, but LDAP doesn't work. the Logs show: [Mon Jul 23 17:54:52 2007][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth record in 'customer_user' for 'cliente.teste' (REMOTE_ADDR: 127.0.0.1) my config.pm relating to the customer is: $Self->{'Ticket::Frontend::CustomerInfoCompose'} = 1; $Self->{'Ticket::Frontend::CustomerInfoZoom'} = 1; $Self->{'Ticket::Frontend::CustomerInfoQueue'} = 0; $self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $self->{'Customer::AuthModule::LDAP::Host'} = '10.0.0.1'; $self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=iplei,dc=pt'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsclient,cn=Users,dc=iplei,dc=pt'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; #$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=Administrator,CN=Users,DC=iplei,DC=pt'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '@lm1nh@$'; $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'serveriplei.iplei.pt', BaseDN => 'dc=iplei,dc=pt', SSCOPE => 'sub', UserDN => 'CN=Administrator,CN=Users,DC=test,DC=pt', UserPw => 'password', }, AlwaysFilter => '', CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ [ '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 ], ], }; The problem seems to be that in the sysconfig screens, in Frontend::Customer::Auth the values there are for DB backend and not LDAP. I went thru the manual several times and couln'd find the answer. Do I have to change the values in the sysconfig screens? Is there a way to configure this using only the text files? What am I missing? Thank you all -- Rui Silva http://rukinhas.no-ip.org

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setting up smart relay host
by Andrew Meyer 23 Jul '07

23 Jul '07

I am ready to setup a smart relay host, but I am unsure of where to put in the lines in the config.pm, or do i need to put them elsewhere? Everytime I put them in the /etc/otrs/Kernel/Config.pm it gives me this error: Starting web server (apache2)...[Sun Jul 22 20:25:56 2007] [warn] Useless use of AllowOverride in line 22. failed! Canb someone please help? We are wanting to go live with this soon. Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave. Ste. 200 314-787-0681 x39 314-565-0868 (cell)

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