- otrs - OTRS mailing lists

Installing mod_perl
by Dan King 23 Jul '07

23 Jul '07

I have installed modperl and now see the lines in the httpd.conf file that load the module but I don't seem to have any increased performance with OTRS on a Unix computer. I have installed the same software on a Win32 computer and it runs much faster than the Unix computer. I am installing mod_perl 1.3 with Apache 1.3.34 on the Unix computer. The version on the Win32 computer is whatever is installed with the installation program provided by OTRS. I installed OTRS using APXS because Apache was already installed on the Unix computer. Does anyone have an explanation and/or fix for this? 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

performances
by BALAN, Daniel 21 Jul '07

21 Jul '07

Hi there, I am using OTRS since v0.8 ( more than 3 years history) and it gets bigger and bigger: - Database = 5.9 Gb; - More than 1.4 ml records in article table and 0.4 ml records in the ticket table; - The attachments are stored in FS mode and those are exceeding 250 Gb. - About 25 operators with concurrent access I am using v2.0.2 on a Linux + MySql installation. The problem is that OTRS is moving slowly and slowly, for example changing the owner of the ticket might take 20-25 seconds. Setting a free field the same. I had to disable search option in body and subject as those will take forever. Does anyone encountered similar issues or has any suggestions what other DB (oracle) will perform better? Thank you for your attention. Daniel

5 13

Escalation-notifications to temporary invalid agents
by Munawar Zeeshan 21 Jul '07

21 Jul '07

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

1 0

PERL.EXE error
by pri pri 21 Jul '07

21 Jul '07

2 1

Help Required
by Munawar Zeeshan 20 Jul '07

20 Jul '07

Hi All… I am a new OTRS user…I am confused with the meanings of LOCK and CLOSE tickets. What they imply ??? Secondary, I want that if a ticket is unsolved by some agent for 3 days, an notification mail b delivered directly to the higher authorities. How can I do that Thanks all….. 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

5 6

Type, Service and SLA missing from admin-area
by STENT, Aaran 20 Jul '07

20 Jul '07

Hello, I have just created a new VM Ware appliance using the LAMP appliance from www.virtualappliances.net and have installed 2.2.1. Everything was going well and I could see the Type, Service and SLA options under the System section of the Admin module. When I upgraded my existing 2.1 database and replaced the default empty DB the options vanished. I tried reinstalling the packages but have had no success. Can anyone help please? I have checked the modules, permissions, database etc. Everything else seems to work. I can even see SLA combo boxes and type options on the phone ticket page. Cheers, 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

Ticket Escalation
by Munawar Zeeshan 20 Jul '07

20 Jul '07

I have configured Ticket Escalation Notice for every Queue. It works fine, i.e when the Escalation time arrives a notification get displayed to that specific agent. On more functionality, I am interested in adding is that the same notification also get mailed to my Boss, means higher authorities so that they can take action accordingly. How I can do it. The GenericAgent doesn’t seems to help me. Any Idea ?? 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

1 0

Apache ERROR: MaxRequestsPerChild
by Ron Plasse 20 Jul '07

20 Jul '07

Hello, I am new to OTRS and I am trying to get my test environment stable before rolling it out to our technical support team for help desk operations. Apache is exiting unexpectedly after approximately 3 hours when I have two agent clients connected to the server with the QueueView page displayed. The page is refreshing on a 2 minute interval in each Internet Explorer window. If I don't have any agents connected then Apache does not exit unexpectedly. I have not changed the Apache configuration from what the installer configured. The Apache error log is below from the time Apache was started till the time it exited. I did a search on Google and it looks like other users have had similar issues, but all the text is in German and all I can make out is the Apache logs. Hopefully someone has a solution. I have installed OTRS 2.1.7 using the installer "otrs-2.1.7-001-win32.exe" into the following VMWare Server environment. - Windows Server 2003 R2 - 768 MB of RAM - 100 Mb LAN - 20 GB C: drive [Wed Jun 27 12:04:33 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Wed Jun 27 12:04:33 2007] [notice] Server built: Jan 9 2007 23:17:20 [Wed Jun 27 12:04:33 2007] [notice] Parent: Created child process 2028 [Wed Jun 27 12:04:43 2007] [notice] Child 2028: Child process is running [Wed Jun 27 12:04:43 2007] [notice] Child 2028: Acquired the start mutex. [Wed Jun 27 12:04:43 2007] [notice] Child 2028: Starting 250 worker threads. [Wed Jun 27 12:04:43 2007] [notice] Child 2028: Starting thread to listen on port 80. [Wed Jun 27 15:26:37 2007] [notice] Child 2028: Process exiting because it reached MaxRequestsPerChild. Signaling the parent to restart a new child process. [Wed Jun 27 15:26:37 2007] [notice] Parent: Received restart signal -- Restarting the server. [Wed Jun 27 15:26:38 2007] [notice] Child 2028: Released the start mutex [Wed Jun 27 15:26:45 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Wed Jun 27 15:26:45 2007] [notice] Server built: Jan 9 2007 23:17:20 [Wed Jun 27 15:26:45 2007] [crit] (22)Invalid argument: Parent: Failed to create the child process. [Wed Jun 27 15:26:45 2007] [crit] (OS 6)The handle is invalid. : master_main: create child process failed. Exiting. [Wed Jun 27 15:26:45 2007] [notice] Parent: Child process exited successfully. [Wed Jun 27 15:26:47 2007] [notice] Child 2028: Waiting for 250 worker threads to exit. [Wed Jun 27 15:26:47 2007] [notice] Child 2028: All worker threads have exited. [Wed Jun 27 15:26:47 2007] [notice] Child 2028: Child process is exiting Thank you in advance for any help that can be provided. Thanks, 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. ------------------------------------------------------------------

6 12

What about TAPI integration for VoIP?
by Agim Cami 19 Jul '07

19 Jul '07

What about TAPI integration for VoIP into OTRS?

1 0

AW: [otrs] installing itsm on top of existing otrs 2.2
by Zurell, Falko 19 Jul '07

19 Jul '07

Yes you are right. But for some reason you have to download the modules from the otrs website manually and load them into your otrs by hand. This worked for me Falko Zurell Head of Application Management falko.zurell(a)idmedia.com Mobil +49 (0)160 - 3 62 52 77 /i-d media AG Ohlauer Straße 43 D-10999 Berlin Tel +49 (0)30 - 2 59 47 - 357 Fax +49 (0)30 - 2 59 47 - 471 www.idmedia.com _______________________________________________ Board: Regine Haschka-Helmer (CEO), Franz Klose (CFO) Chairman of the Supervisory Board: Christian A. Hufnagl Headquarters: Berlin, Place of Jurisdiction: Berlin HRB 76342 UST-Id. DE812698340 _______________________________________________ ----- Originalnachricht ----- Von: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> An: otrs(a)otrs.org <otrs(a)otrs.org> Gesendet: Thu Jul 19 21:20:32 2007 Betreff: [otrs] installing itsm on top of existing otrs 2.2 i just upgraded our otrs installation to 2.2, and now i want to give the itsm module a try. but i was wondering why i dont see the itsm packages in the package manager. am i correct in assuming that itsm is just another module (like faq, calendar, etc.) that i can add to my existing otrs without breaking it? -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

2 1

installing itsm on top of existing otrs 2.2
by Mike Conigliaro 19 Jul '07

19 Jul '07

i just upgraded our otrs installation to 2.2, and now i want to give the itsm module a try. but i was wondering why i dont see the itsm packages in the package manager. am i correct in assuming that itsm is just another module (like faq, calendar, etc.) that i can add to my existing otrs without breaking it? -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

1 0

how do i add a new category in faq v1.2.4?
by Mike Conigliaro 19 Jul '07

19 Jul '07

anyone? i thought this was done through the admin interface, but i dont see the option now. -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

2 2

SysConfig problem
by Darryl Whitelock 19 Jul '07

19 Jul '07

I inherited an OTRS 2.0.4 system on Debian and need to make some changes in the Core::Sendmail module. We are switching over to a new,separate email server and I want everything to go through this new server. When I bring up the Sendmail module, the options are listed and the first 3 options (SendmailModule, SendmailModule::CMD, and SendmailModule::Host) are checked, but the check is grayed out so I can't change it. There is also the "Reset" icon, which had no effect when clicked. I logged in using the admin account and tried again with no effect. I tried modifying the config.pm file, but that didn't help. I'm guessing I need to restart OTRS, but that presents another problem since there doesn't seem to be an otrs listed in the /etc/init.d to restart. I could restart the server, but that has to wait until the overnight. I'm obviously missing something here and I'm sure it's fairly simple, so any help would be much appreciated! -- Darryl

1 0

Company tickets not seen by other people of the same group
by Yannick Costa 19 Jul '07

19 Jul '07

Hello, i've installed OTRS for a few weeks, and a client report me that he can't see his company's tickets. his colleague posted some tickets, and so did he. everyone can see his own tickets, but can't see the colleague's tickets. the 2 of them belong to a group and the parameter CustomerGroupSupport <http://doc.otrs.org/2.1/en/html/a2024.html#Framework:Frontend::Customer:Cus…>is activated. the file is also connected with the group. do i have forgotten something in the configuration? Thanks Yann

3 3

PGP Failed
by suender＠ctbc.com.br 19 Jul '07

19 Jul '07

Sirs, When I try to send email with PGP, doesn't work. See following logs. Jul 16 09:34:14 rt OTRS-CGI-10[31939]: [Error][Kernel::System::Crypt::PGP::Sign][Line:262]: Can't sign with Key 15279234: gpg: signing failed: file exists ! Anybody help me!

1 0

X-OTRS-Type problem
by Daniel Wedewardt 19 Jul '07

19 Jul '07

Hello @all, sorry for the double post, I've send this question to otrs-de a hour ago. But, to have a greater response group, I decided to ask the same question in english. Before I've written this mail, I've googled and searched the Mailinglistarchive. Sadly without success. I'd like to send an mail from a webform to otrs 2.2. To have a better pre-sort, I send some additional X-OTRS Header: <snip> $mailheader.= "\r\n"."X-OTRS-Type: 4"; $mailheader.= "\r\n"."X-OTRS-SenderType: system"; $mailheader.= "\r\n"."X-OTRS-ArticleType: webrequest"; ... $mailheader.= "\r\n"."X-OTRS-TicketKey8: Category (Info)"; $mailheader.= "\r\n"."X-OTRS-TicketValue8: info_cat1"; $mailheader.= "\r\n"."X-OTRS-TicketKey10: Platform"; $mailheader.= "\r\n"."X-OTRS-TicketValue10: PC"; </snip> After receiving the send mail via fetchmail and forwarding the mail to bin/PostMaster.pl via procmail, I can see the Mail as an Ticket in OTRS. All X-OTRS Header fields are imported expect the X-OTRS-Type Field (I can see the field key/value in ticket table in otrs database). The Mailadresse is set to "valid", otherwise the other X-OTRS Header fields wouldn't be imported. Within X-OTRS-Manual I've found a hint, that Ticket::Type should be active ("if Ticket::Type support is active"). I greped for Ticket::Type <snip> Kernel/Config/Files/ZZZAuto.pm:$Self->{'Ticket::Type'} = '1'; Kernel/Config/Files/Ticket.xml: <ConfigItem Name="Ticket::Type" Required="1" Valid="1"> </snip> Does any one know this problem? Thanks for any help!!! Daniel

2 2

Help configuring pop3 for multiple agents or queus
by Leonardo Mateo 18 Jul '07

18 Jul '07

Hi All, I was able to install and configure OTRS the way I want it, and it's working great. Currently, when a customer submits a request the agent that owns that queue will get a notification message automatically, something like; there is a new ticket in "Queue"! This is working only for one agent, I try setting it up for two more agents unsuccessfully. When a customer submits a trouble ticket to one of these two agents, they won't get a notification e-mail. I configure this the same way as the one that's working. Is this functionality limited to one agent or queue? Or what is it that I'm doing wrong? Any help will be greatly appreciated. Thanks! Leo-

2 2

GetTableData SQL syntax error
by Rui Silva 18 Jul '07

18 Jul '07

Good evening, I'm deploying OTRS and I'm having a problem. In User administration, the user list doesn't appear (no Users showed). In the log file I have this errors regarding to this problem: [Wed Jul 18 16:11:56 2007][Error][Kernel::System::DB::GetTableData][668] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ' , FROM system_user' at line 1, SQL: 'SELECT , , FROM system_user ' [Wed Jul 18 16:11:57 2007][Debug][Kernel::System::Web::InterfaceAgent::Run][714] Global handle stopped. My config is. OTRS 2.1.7 LDAP Backend for agents and customers Windows XP ( I know it's not the best way to do it, but.... :( ) I couldn't find the answer using google, so I'm hoping that you gurus out there help me with this. Regards, Rui Silva Portugal

3 3

Integration of OTRS with ACD sytstems
by Agim Cami 18 Jul '07

18 Jul '07

I am discovering OTRS. Seems very well done. I would like to know if somebody have experienced the integration of OTRS with ACD systems (Automatic Call Distribution) and IP PBX? --

1 0

Survey package for OTRS 2.2.1
by Laurent Minost 18 Jul '07

18 Jul '07

Hi, Searched on Google and OTRS Mailing lists but can't find an answer to this : is there any existing Survey package for OTRS 2.2.1 please ? It seems that in the otrs.xml of ftp://ftp.otrs.org/pub/otrs/packages/otrs.xml, all entries for Survey module are marked for OTRS Framework v 2.1.x. Anyone who succeed to install Survey module under OTRS 2.2.1 and if so how please ? Anyone having an answer is welcome also :) Thanks, Laurent

1 0

Otrs doc in PDF version 2.2
by frederic.fraudeau＠fr.schneider-electric.com 18 Jul '07

18 Jul '07

Hi all I tried many times to download the pdf file for the OTRS 2.2 documentation version from the otrs.org homepage but it seems that the file is corrupted. Can someone helps me ? Regards, Fred.

5 4

FQDN Not Being Set
by Sanson, Rick 18 Jul '07

18 Jul '07

Where is the "OTRS_CONFIG_FQDN" set? I have set it in otrs/Kernal/Config.pm and in ZZZAuto.pm but the real FQDN never appears in any responses. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/ http://fc4/otrs/index.pl?Action=AgentZoom&TicketID=84 Thanks!

7 23

problems fetching eMail from POP3 account maybe UTF related
by Falko Zurell 18 Jul '07

18 Jul '07

Hello list, I have just updated my OTRS to 2.2.1. Everything worked fine. But then I switched the default encoding to UTF-8. Now the PostMasterPOP3.pl seems to have problems with fetching mails. I ran it from the command line and got the following error message: <snip> Notice: PostMasterPOP3.pl is already running but is starting again! Message 1/1 (idcheck(a)x1.ads.i-dmedia.com) Unrecognised line: falko.zurell(a)gmail.com> at /opt/support.i- dmedia.com/otrs-2.2.1/Kernel/System/EmailParser.pm line 212 </snip> I have this on an jurassic RedHat Enterprise Linux 3 box with Perl v5.8.0 built for i386-linux-thread-multi any ideas on that? thanks --- Falko Zurell Head of Application Management Mobil +49 (0)160 - 3 62 52 77 /i-d media AG Ohlauer Straße 43 D-10999 Berlin Tel +49 (0)30 - 2 59 47 - 357 Fax +49 (0)30 - 2 59 47 - 471 www.idmedia.com _______________________________________________ Board: Regine Haschka-Helmer (CEO), Franz Klose (CFO) Chairman of the Supervisory Board: Christian A. Hufnagl Headquarters: Berlin, Place of Jurisdiction: Berlin HRB 76342 UST-Id. DE812698340 _______________________________________________ This message may contain confidential information and must not be copied, disclosed or used by anybody other than the intended recipient. If you have received this message in error, please notify us immediately by reply e-mail and delete all records of the message from your computer. The views represented in this message are solely those of the author. Neither the author nor I-D Media AG accepts any liability for the contents of this message.

1 0

PGP Failed
by suender＠ctbc.com.br 17 Jul '07

17 Jul '07

Sirs, When I try to send email with PGP, doesn't work. See following logs. Jul 16 09:34:14 rt OTRS-CGI-10[31939]: [Error][Kernel::System::Crypt::PGP::Sign][Line:262]: Can't sign with Key 15279234: gpg: signing failed: file exists ! Anybody help me!

1 0

RE: removing system notes in zoom view
by Jonathan Larsen 17 Jul '07

17 Jul '07

In the zoom view it also shows when the system sent a reply back to follow-ups or new tickets. Is there away to not show what the system does in the zoom view? I tried searching the archives and in the system config and couldn't find anything. Also is there away to remove all the other languages of notifications in Notification Management. For example, I only need it to show the en::add::your::notification::here. I don't need the others... Jonathan Larsen Mountain West Heart Center IT Dept it(a)heartslc.com 801.270.4108

1 1

RE: No-one has setup the FQDN??? RE: [otrs] FQDN Not Being Set -
by Dan King 17 Jul '07

17 Jul '07

Sorry I haven't followed this whole discussion but did you check the Defaults.pm file? It is located in Kernel/Config/Defaults.pm I'm pretty sure you have tried configuring it in Config.pm and in the Sysconfig menu. If not message me back. 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 Sanson, Rick Sent: July 17, 2007 2:46 PM To: otrs Subject: RE: No-one has setup the FQDN??? RE: [otrs] FQDN Not Being Set - I've been through everything I can think of and still no idea how to get the FQDN defined... -----Original Message----- From: Steven Carr [mailto:s.j.carr@khipu-networks.com] Sent: Tuesday, July 17, 2007 12:59 PM To: User questions and discussions about OTRS.org Subject: Re: No-one has setup the FQDN??? RE: [otrs] FQDN Not Being Set - What is the actual FQDN of the system itself? It could be that somewhere OTRS is picking up the actual sytem's FQDN. I'm not a Fedora user myself, I use Gentoo, so not sure how you get/configure the FQDN on Fedora. Steve Sanson, Rick wrote: > How bizarre! > > The permissions were set as root:root and 644 > > I set to 777 but no new behavior. I do have the FQDN set in Config.pm > > I have no idea what to do! I've even attempted to hardcode the FQDN in > the auto response (agent: new ticket notification)but the system > replaces that with the "fc4" fqdn that I cannot replace. > > My, oh, my what is the problem??? > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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?

2 1

Customer Quoted text move to the bottom
by Yael Naveh 17 Jul '07

17 Jul '07

Hi List, Is there a way to move quoted text to the bottom of response? Is there a way to omit quoted test? When using pre-defined responses, the response is copied to the end of mail, which is very annoying. Thanks, Yael

3 2

Multiple recipients when opening a ticket from Customer frontend
by Laurent Minost 17 Jul '07

17 Jul '07

Hi, Anybody knows a way to get a CC and BCC text field in the New Ticket panel of Customer frontend please (otrs/customer.pl?Action=CustomerTicketMessage) ? At the moment, there is only a "To" drop down menu and there is no way to put someone else in CC or BCC of the opened ticket. Thanks for your answer. Laurent

1 0

Possible bug with CustomerCompany preferences
by Laurent Minost 17 Jul '07

17 Jul '07

Hi, Could anyone here confirm me that under OTRS 2.2.1 installed using MySQL as a backend database, if we modify CustomerID on an already existing Customer Company from Customer Company Management panel then submit : got a successful Updated reply but no modifications is done ? Thanks for you answer. Laurent

2 4

Sending out survey
by Angella Ford 17 Jul '07

17 Jul '07

Is it possible to send survey to a group of users without having to wait on each user to submit a ticket? as it is the user as to submit a ticket then it sends them a link to the survey, is there another way? _________________________________________________________________ Don't just search. Find. Check out the new MSN Search! http://search.msn.com/

2 1

Perl Command Line Interpreter
by Maciej Łoszajc 17 Jul '07

17 Jul '07

Hey All, After installing OTRS 2.2.1 everything worked fine. Today in the morning I wanted to check something in Event Log on the server where OTRS is installed and I found a strange thing. Exactly every 10 or 20 minutes I got a message that Perl Command Line Interpreter caused a problem and will be shut down. There's also information about mysql.dll file. Server runs on W2K3 Std Edition and is fully updated. Below I include a log from Event Viewer and a link to screenshot. Maybe someone have/had the same problem :) http://upload.rojber.net/event_viewer_01.gif Event Type: Error Event Source: Application Error Event Category: (100) Event ID: 1000 Date: 2007-07-16 Time: 14:40:11 User: N/A Computer: PLSRV04 Description: Faulting application perl.exe, version 5.8.8.820, faulting module mysql.dll, version 0.0.0.0, fault address 0x000032b9. For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp. Data: 0000: 41 70 70 6c 69 63 61 74 Applicat 0008: 69 6f 6e 20 46 61 69 6c ion Fail 0010: 75 72 65 20 20 70 65 72 ure per 0018: 6c 2e 65 78 65 20 35 2e l.exe 5. 0020: 38 2e 38 2e 38 32 30 20 8.8.820 0028: 69 6e 20 6d 79 73 71 6c in mysql 0030: 2e 64 6c 6c 20 30 2e 30 .dll 0.0 0038: 2e 30 2e 30 20 61 74 20 .0.0 at 0040: 6f 66 66 73 65 74 20 30 offset 0 0048: 30 30 30 33 32 62 39 00032b9 Thanks for any help, -- Best regards, Maciej http://www.rojber.net

1 0

after installing packages there's no Admin icon in menu
by maciej＠rojber.net 17 Jul '07

17 Jul '07

Hello, I have installed an OTRS 2.2.1 ver and than added additional features like FAQ, Statistics, WebMail [actually I added all packages]. The instalation process finished witout any errors. The problem is that after I log on with username who belongs to Administrators group I don't have access to Admin icon and I can't change anything in OTRS. I tried with the second user also belonging to Administrators group and there's the same problem. No Admin icon. Any ideas, I don't want to reinstall everything... Thanx in advance, Maciej

3 2

Frederic Fraudeau/FR/Schneider est absent(e).
by frederic.fraudeau＠fr.schneider-electric.com 16 Jul '07

16 Jul '07

Je serai absent(e) à partir du 16/07/2007 de retour le 23/07/2007. Bonjour, Je suis actuellement absent et serai de retour le 23/07/07 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 23/07/07. 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

customer backend
by Andrew Meyer 16 Jul '07

16 Jul '07

I am trying setup my customer access, but am having some issues. Customer with multible IDs (Company tickets) mySQL Columns from customer_user table: +--------------+--------------+------+-----+---------+----------------+ | Field | Type | Null | Key | Default | Extra | +--------------+--------------+------+-----+---------+----------------+ | id | int(11) | NO | PRI | NULL | auto_increment | | login | varchar(100) | NO | UNI | | | | email | varchar(150) | NO | | | | | customer_id | varchar(200) | NO | | | | | pw | varchar(50) | NO | | | | | salutation | varchar(50) | YES | | NULL | | | first_name | varchar(100) | NO | | | | | last_name | varchar(100) | NO | | | | | comments | varchar(250) | NO | | | | | valid_id | smallint(6) | NO | | | | | create_time | datetime | NO | | | | | create_by | int(11) | NO | | | | | change_time | datetime | NO | | | | | change_by | int(11) | NO | | | | | customer_ids | varchar(250) | YES | | NULL | | | phone | varchar(250) | YES | | NULL | | +--------------+--------------+------+-----+---------+----------------+ Config added to Config.pm *************************************************************** # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank Quelle', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', }, CustomerKey = 'login', CustomerID = 'customer_id', CustomerValid = 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation','first_name','last_name'], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'phone', 0, 1, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], # default selections Selections => { UserSalutation => { 'Mr.' => 'Mr.', 'Mrs.' => 'Mrs.', }, }, }; *************************************************************** Apache2 states error around the ( CustomerKey = 'login', ) line Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868

1 0

Phone Ticket View
by Greg Evans 16 Jul '07

16 Jul '07

I want to customize how the Phone-ticket view looks because i don't need all the options that are shown. I can't find the option in Sysconfig to customize this.. any suggestions? I want to remove ticket owner, Pending date, and customerID as these are things I don't need! THank you in advance! _________________________________________________________________ Need a brain boost? Recharge with a stimulating game. Play now! http://club.live.com/home.aspx?icid=club_hotmailtextlink1

1 0

List of agents
by Dan King 16 Jul '07

16 Jul '07

I am new to developing in OTRS and perl and might have a very basic question. I want to modify the look of the tickets so it provides a drop down list with Agents names so each ticket can be assigned to an agent very easily. I would like it to look like the Change Queue drop down list. Does anyone know how this would be done? Or if there is an easy way to do it? 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

Moving from win32 2.1.7 to win32 2.2.1
by John Hagemann 16 Jul '07

16 Jul '07

I have setup a second win32 server with 2.2.1 installed and would like to migrate my existing win32 2.1.7 data and configurations over. I want to keep the 2.1.7 in use and experiment on the 2.2.1 system with my real data and users. Has anyone tried this yet? I have tried using the MySQL migration toolkit to migrate the data but then can't log in with any users or customers. Thanks, John Hagemann

2 2

Customize time period for "Pending Auto Close" ticket state
by Ingmar Koecher [ NETIKUS.NET ltd ] 16 Jul '07

16 Jul '07

Hi - I already asked this a few days ago and was hoping that somebody knew the answer: I was curious how we could change the default time period for "Pending Auto Close" tickets which currently seems to be set at 24 hours. I tried to search the documentation, Google, and source files but I wasn't able to find where I can change that. Is that hard-coded, or, if it can be changed - where can I customize that :-) Thank you for any help, Ingmar.

3 2

[SOLVED] constant long delay in AgentRespond AgentTicketCompose
by Falko Zurell 16 Jul '07

16 Jul '07

Hello List, I've solved the problem with the constant long delay on Agent Respond. The problem was a misconfigured DNS setup. The first DNS in the /etc/ resolv.conf wasn't reachable and caused a TCP timeout of app. 10 sec. When an agents clicks on the response by email link then the OTRS seems to check if the sender domain name exists in the DNS. If there is a problem in the DNS setup you will see a delay here. Fixing the DNS solved the problem for me. kind regards --- Falko Zurell Head of Application Management /i-d media AG Ohlauer Straße 43 D-10999 Berlin Tel +49 (0)30 - 2 59 47 - 357 Fax +49 (0)30 - 2 59 47 - 471 www.idmedia.com _______________________________________________ Board: Regine Haschka-Helmer (CEO), Franz Klose (CFO) Chairman of the Supervisory Board: Christian A. Hufnagl Headquarters: Berlin, Place of Jurisdiction: Berlin HRB 76342 UST-Id. DE812698340 _______________________________________________ This message may contain confidential information and must not be copied, disclosed or used by anybody other than the intended recipient. If you have received this message in error, please notify us immediately by reply e-mail and delete all records of the message from your computer. The views represented in this message are solely those of the author. Neither the author nor I-D Media AG accepts any liability for the contents of this message. Am 11.07.2007 um 16:02 schrieb <otrs-request(a)otrs.org> <otrs- request(a)otrs.org>: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: OTRS 2.1 SOAP interface (Patric) > 2. Re: General FAQ (Nils Breunese (Lemonbit)) > 3. LDAP auth problem (S?ndor Feh?r) > 4. Re: Survey Module (Lars Stavholm) > 5. constant long delay in AgentRespond AgentTicketCompose > (Falko Zurell) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 11 Jul 2007 11:35:08 +0200 > From: Patric <patrict(a)bluebottle.com> > Subject: Re: [otrs] OTRS 2.1 SOAP interface > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <4694A44C.8090008(a)bluebottle.com> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Patric wrote: > > Hi All, > > > > Umberto Nicoletti wrote: > >> I've implemented a SOAP interface over OTRS 2.1 > > > > I have been playing with this implementation, and am struggling > with the > > following : > > > > I want to create a ticket, and email it to a customer. To this end I > > have tried to use ArticleSend(). The article is created in the > ticket, > > but it is never emailed to the customer. > > > *** MY ADDITION START *** > > > > my $ArticleID = $TicketObject->ArticleSend( > > TicketID => $TicketID, > > ArticleType => 'email-external', > > SenderType => 'system', > > From => 'system(a)myotrs.com', > > To => 'customer_email(a)gmail.com', > > Subject => 'Testing 123', > > Body => 'Testing by Patrick', > > Charset => 'ISO-8859-15', > > Type => 'text/plain', > > Sign => { > > Type => 'PGP', > > SubType => 'Inline|Detached', > > Key => '81877F5E', > > > > Type => 'SMIME', > > Key => '3b630c80', > > }, > > Crypt => { > > Type => 'PGP', > > SubType => 'Inline|Detached', > > Key => '81877F5E', > > > > Type => 'SMIME', > > Key => '3b630c80', > > }, > > HistoryType => 'EmailCustomer', > > HistoryComment => 'Emailing the ticket to the customer', > > NoAgentNotify => 0, > > UserID => $UserID, > > ); > > > > *** MY ADDITION END *** > > Hi All, > > Just as a follow-up, I solved my problem. > If you look at my code above, in the Sign and Crypt fields, I have the > Type and Key fields twice in each - in each instance PGP and SMIME are > the 2 possible values that you can set, and it is given like that > in the > example on the API documentation. > > Not knowing much about this whole lot, I just copied and pasted the > examples as is, and the duplicate definitions were causing an error > that > I found by debugging the code... > > So look out for those instances when using the API example code! It > will > save you a LOT of time :] > > Thanks > Patrick > > -- > > Q: I want to be a sysadmin. What should I do? > > A: Seek professional help. > > ---------------------------------------------------------------------- > Find out how you can get spam free email. > http://www.bluebottle.com/tag/3 > > > ------------------------------ > > Message: 2 > Date: Wed, 11 Jul 2007 11:37:53 +0200 > From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> > Subject: Re: [otrs] General FAQ > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <988E70C5-7932-4DB8-9681-722224397E21(a)lemonbit.nl> > Content-Type: text/plain; charset="us-ascii" > > Jean wrote: > > > I would like to try out the OTRS, I work for an organisation and i > > would > > like to organize my emails according to a particular operator. I > > have to > > questions that i want a definite answer before i actually > implement it > > > > 1. Does the OTRS work hand in hand with LOTUS notes, since we don't > > want > > the user to be effected. > > There are two types of users. The agents (people handling the > tickets) use the OTRS web interface in a web browser. The other users > are called customers (though they could be your employees for > instance) and typically interact with the system using email (but > OTRS can also be used as a system in a phone helpdesk situation for > instance). I believe Notes supports standard email protocols, so I > guess that would work. > > > 2. Is the OTRS web- based? Do the clients need to type a url to > > enter into > > the system? > > Yes. You can try a demo at <http://otrs.org/demo/>. > > Nils Breunese. >

2 1

Retrieving emails from a POP3 account into a Windows Otrs system
by kirpi＠kirpi.it 16 Jul '07

16 Jul '07

I have problems in retrieving emails from a POP3 account into my local Windows Otrs system. After installing Otrs, my steps were: 1) I opened a gmail.com account for testing purposes, and enabled retrieving. 2) I set up the POP3 mask at http://localhost/otrs/index.pl?Action=AdminPOP3 by entering the three main fields (username, password, host), and leaving the other fields to their default values. A similar approach, if I'm not mistaken, enabled me to retrieve my emails from a gmail.com account into a Mozilla Thunderbird local install. That was plain and straightforward to set. But here in Otrs nothing seems to happen, and mails are not retrieved. I read and re-read many times the documentation[1] at http://doc.otrs.org/2.2/en/html/x1269.html#email-receiving-pop3 but somehow it is written for "expert" people and/or gives for granted a bunch of things that I cannot guess myself. I do not understand if points 7.2.2, 7.2.3, 7.2.4 are directly related with my effort or not, and in case they are, they are written in a language for "initiated" people. Also, cryptic sentences like "working SMTP configuration on the OTRS machine is required" or "use a cron job"[2] are spread all over that page. I guess, also, that the whole documentation is written for Linux. Does anybody, please, have a hint on what to do? Why can I retrieve my emails from a POP3 account in Mozilla Thunderbird and I cannot here in Otrs? Maybe there is some hidden command link for manual retrieving emails? That would be enough for me. What am I missing? My main concern is to make moves and issue commands that do not spoil the system. Is there an alternative step-by-step Otrs documentation (maybe a wiki) anywhere? Thank you! Luigi [1] Also searched the list, but with no luck. [2] "Cron" seems to be a program for scheduling tasks, but my visiting c:\OTRS\CRONw and reading all the available (many) files left me with added confusion in mind. I just need to have emails retrieved every some 5 minutes, simply; while that tool is more suitable for NASA projects. The more I read, the more I feel I lost my way into the wrong direction.

2 1

SLAs
by Damien BASTIE 16 Jul '07

16 Jul '07

Hi, i'm trying to understand the SLA feature in OTRS 2.2.1. --> I've set a default queue where arrived all tickets with disabled escalation option --> I've define a Service called test-service --> I've add a new SLA attached to test-service with First Reponse to 5, Update Time to 30 and Solution Time to 120 and finally attached the service to a Customer But when i'm sending a mail with the Customer mail, there is no notification after 5 min, nothing happened..... I forgot something ? Damien BASTIE

3 2

Upgrading Blues
by Shawn Beasley 16 Jul '07

16 Jul '07

Does anyone have a clue what this means? Software error: Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket/Article.pm line 1395. I cannot see view my tickets. Other then this it seems to work :) --Shawn

4 6

FAQ.dtl
by Emily Flynn 16 Jul '07

16 Jul '07

Hi, Could somebody please send me the FAQ.dtl? I have severely severely messed mine up and it's taking me forever to figure out what I did wrong. Thanking you! -Emily

3 2

FW: [otrs] Text/plain vs text/HTML
by Arnold, Andrew 16 Jul '07

16 Jul '07

Hi, any ideas abou this please peoples. Ta ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Arnold, Andrew Sent: 11 June 2007 14:26 To: User questions and discussions about OTRS.org Subject: [otrs] Text/plain vs text/HTML O/S WinXP Pro OTRS Version: OTRS 2.1.2 <http://otrs.org/> I recently changed the format of all e-mails sent by OTRS to HTML instead of Plain e-mail. This worked fine but I now want to change this back but cannot remember where to make this change, can someone please let me know where this is. Thanks Andrew Arnold 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; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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 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; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan.

2 2

Ralf Träskman är inte på kontoret.
by ralf.traskman＠forlagssystem.se 16 Jul '07

16 Jul '07

Jag kommer inte att vara på kontoret från 2007-07-16 och kommer inte tillbaka förrän 2007-08-10. Hejsan Jag har semester, kommer att kolla mail, och är det akut så slå en pling på mobilen Ha det /ralf

1 0

Question about Stat module
by Kalaivani Mattern 16 Jul '07

16 Jul '07

Hi, I have just taken over the support in my company and trying to figure out how to read the statistics that is generated by the stat module 'Ticket State action overview'. Can someone tell me where I could look up all the 'state actions' mentioned in this statistics? My main concern: How do I interpret 'EmailCustomer' that is shown in the statitics? Does it contain the 'New Tickets' + 'FollowUp' or is just 'New Tickets'? in other words, does EmailCustomer mean the total no. of emails that came in, in that period, irrespective of whether they were new tickets or follow-ups to old tickets? Would be great if someone could help me out in interpreting the y-axis. Sorry if this is a totally dumb question but I just can't seem to find the answer in the docs. thanks and best regards, Vani

1 0

Error with LDAP
by kekieres 16 Jul '07

16 Jul '07

Hi all, I've an OTRS that it's running without any problem. One of the features I'm really interested is in integrating OTRS customer users with an external LDAP directory. That's done and working. Now I'm trying to duplicate it in an another box with exactly the same configuration: Same OS. Same http versions and configuration files I've targz'ed /opt/otrs and copied it to the new box I've check that I've the same perl modules installed But it isn't working in the new box. I get the following error while trying to access https://localhost/otrs/index.pl: -------- ERROR served to the browser --------- Software error: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 80, <PRODUCT> line 4. For help, please send mail to the webmaster ([EMAIL PROTECTED]), giving this error message and the time and date of the error. ---------------------------------------------- My version are: OTRS --> 2.1.7 perl --> 5.8.5 Perl modules: Authen::SASL -- 2.10 Convert::ASN1 -- 0.21 Digest::HMAC -- 1.01 Digest::SHA1 -- 2.11 GSSAPI -- 0.24 Net::DNS -- 0.59 Net::IP -- 1.25 Net::LDAP -- 0.34 Perl -- 5.8.5 TimeDate -- ??? XML::Parser -- 2.34 Does anybody has an idea what it may be happening? Where could be the problem? Any help will be really apreciated. Thanks, Rafa.

1 0

Conditionnal Answer
by Laurent Minost 16 Jul '07

16 Jul '07

Hi, I was wondering if it's possible to make some adaptive answers with OTRS. For example, we have 2 customers named UserA and UserB. When a user send us an email, we need to check one status ( a Free Field value, value of email adress field of the customer ... all types of things ). If this status is true or false or equal to a certain value then we act upon this. In my example, UserA didn't fill his Phone Number, so when we received a ticket from this UserA, we could add automatically to the answer generated by OTRS a little text telling him to fill his Phone Number on his Customer Frontend. If UserB didn't fill other information, another answer could be added ... etc. Is it possible please ? Thanks by advance for you answer. Laurent

1 0

Two notification emails sent when changing ticket owner.
by Dan King 16 Jul '07

16 Jul '07

Does anyone know why two notification emails are sent when a ticket changes ownership? One email is standard and the body can be edited in the Notification area of the Admin section. The other is an email about a new note that must be typed up when changing ownership of a ticket. How do you disable this email about the new note? Having two emails sent everytime a ticket is assigned an owner is quite annoying. 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

LDAP and Active Directory
by Dan King 16 Jul '07

16 Jul '07

Hello list, I have recently setup OTRS and I am wondering how you might use this with Active Directory. Would it be the same configuration if I was configuring for LDAP? Also is there a way to setup the configuration through SysConfig or does it have to be manually done by editing the Config.pm file. 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.

3 2

Type in OTRS
by Muhammad Toha Supriyadi 16 Jul '07

16 Jul '07

Dear All, I want to know how to use 'type' in OTRS. In the admin panel and then in the system section, there is a 'type', How can I use that. Thank You

1 0

email
by Andrew Meyer 15 Jul '07

15 Jul '07

I am having some issues getting email out on time. Sometimes the email will not go out after answering a ticket for several hours. I'm not sure what I did wrong. Andrew Meyer Unix Systems Analyst Precision Practice Management 1300 Hampton Ave., Ste 200 314-787-0681 x39 314-565-0868

2 1

Attachments are cut off...
by Jeff Shepherd 14 Jul '07

14 Jul '07

I have OTRS v2.1.7 and anytime a customer or agent includes an attachment in the email it gets cut off by OTRS. So when customers send in logs, the logs are removed from the message (even when they're compressed using zip, tar, gz, etc.). We've had to setup a completely different email outside of OTRS to have customers send their attachments to because of this. They get to that address fine, so I know it's not the mail server removing the attachments. Additionally, when an Agent sends a customer an email with an attachment, it's cutoff and the customer never receives it. We have to upload it to our website for customers to download via HTTP or FTP. I've gone through 'sysconfig' and set the attachment limit to 50MB, set the max email size to 51200 KB (core::postmaster), and set the WebMaxFileUpload to 52428800. None of this seems to help and attachments are continuously removed/deleted/cutoff from customer messages. Is there something that I'm missing? Is there any other changes that I can try? Thanks!

3 2

Just while I'm asking other questions... Auto Close?
by Shue, Daniel G. 13 Jul '07

13 Jul '07

Obviously, Auto Close is pretty self explanatory. But I tried one, the "pending auto close+" and once the pending time expired it showed pending "-21 min" and it did not close. Can some one give me a little more info on the pending auto close and the difference between "+" and "-"? Thanks, Daniel

3 2

Changing the Customer View
by Jonathon 13 Jul '07

13 Jul '07

I have OTRS 2.2.1 and am using it for school district ticket management. I was wondering if there is an easy way to display the "Company Ticket" as "School Ticket"? Anyone have any ideas ?

3 2

default e-mail address
by pri pri 13 Jul '07

13 Jul '07

5 7

Problems downloading email from server.
by Dan King 13 Jul '07

13 Jul '07

I am having an issue but I have no idea where to look. I have an email address that I want OTRS to download all the emails from. I thought this was working on Friday before I went home for the weekend. I seem to have come in this morning and it won't retrieve the emails and place them in the queue. I am positive I have the pop3 set up correct. I haven't made any changes except for installing a bunch of the extra packages. The Calendar, Survey, FAQ, Benchmark, SystemStatus, and WebWatcher are the packages I have installed. Does anyone know where I can start looking for error messages and the such? I don't see any at all and not sure where to look. OTRS will refresh but there is no error message when it does and the emails stay in outlooks inbox. 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

Ideas and requests for the otrs.org Web site
by Bodo Bauer 13 Jul '07

13 Jul '07

Hi, we are thinking of redoing our otrs.org Web site with a fresh new design. But the design is not what makes a community site, it's the content and the features it offers to the users, the OTRS community. As you are our community, we'd like to ask you what you like to see on the .org site. We're looking for things you are missing on the current site as well as stuff you don't want to see there. We are in a very early planing state. Please take this as a request for brain storing, no more no less. You can send your ideas to the list, or as directly to me. Please keep it high level. We're not discussing implementation and don't want to start a discussion about CRMs. We're looking for features that should be offered to make you happy. We'll review, sort and maybe implement them. For now let's talk about the 'What' not the 'How' :) Thanks for your help! Your ((otrs)) Team -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: D - 61352 Bad Homburg Fon: +49 (0) 6172 681988 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521

2 1

can tickets be timed?
by pri pri 13 Jul '07

13 Jul '07

1 0

type,service and SLA
by Muhammad Toha Supriyadi 13 Jul '07

13 Jul '07

Dear all, I want to know how to use type, service and SLA in OTRS 2.2.1. I already add type, service, SLA and I allocate customer to use the service, But the problem is in the customer frontend for create new ticket there are no item for SLA in it. Please help me. Best Regard, Muhammad Toha Supriyadi

2 2

Getting ticket hook through API
by Patric 13 Jul '07

13 Jul '07

Hi all, The API does not seem to provide any way to retrieve the ticket hook, is anybody aware of a way to do this? Many thanks Patrick -- Q: I want to be a sysadmin. What should I do? A: Seek professional help. ---------------------------------------------------------------------- Finally - A spam blocker that actually works. http://www.bluebottle.com/tag/4

1 1

file manager error
by Muhammad Toha Supriyadi 13 Jul '07

13 Jul '07

I've add module file manager in my OTRS, but I got errors when I delete or download file that I've been uploaded. My OTRS is in ms windows. These the errors : ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Fri Jul 13 15:06:07 2007 Message: ? Traceback (1300): Module: Kernel::Output::HTML::Layout::Error (v1.48) Line: 1132 Module: Kernel::Output::HTML::Layout::FatalError (v1.48) Line: 1074 Module: Kernel::Modules::AgentFileManager::Run (v1.8) Line: 272 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 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 Someone can help me?

1 0

LDAP auth problem
by Sándor Fehér 13 Jul '07

13 Jul '07

Hi, I had a well working otrs config so far with the following parts: - Apache 2.2.3 with mod_perl - OTRS 2.1.6 - Oracle 10.2.0.1 - Openldap 2.3.35 The authetication worked perfectly from LDAP. Today I decided to build a new config with otrs 2.2.1. I backed up my Config.pm and installed a new otrs 2.2.1. Ran the oracle database scripts as well. Everything is fine except the authentication (I can log in with root@localhost). The result is the same either I use mysql backend. Thank you in advance. Regards., Sandor ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 11 11:10:39 2007 Message: Can't create user 'sfeher' (uid=sfeher,ou=Staff,dc=office,dc=bluesystem,dc=hu) in RDBMS! Traceback (8276): Module: Kernel::System::Auth::LDAP::Auth (v1.37) Line: 385 Module: Kernel::System::Auth::Auth (v1.23) Line: 120 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 192 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 4 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 -- Üdvözlettel, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. mailto:sfeher@bluesystem.hu http://www.bluesystem.hu [ - real men don't click - ]

2 10

New 2.2.1 install, ldap/ad question.
by Matthew Joyce 13 Jul '07

13 Jul '07

Hi, I've manually installed v2.2.1 on Debian Etch and I'm working my way through the configuration process. I have LDAP Authentication working for both Agents and Users. What I'm not clear about is whether I need to create the initial agent and user accounts in OTRS. At the moment I do. I have the AD users in two groups OTRS-Agents and OTRS-Users, I though this distinction would be used to autocreate the initial accounts on first login. Is that right ? Here the LDAP settings I'm using (thanks to all the usful posts in the archive, etc) #------------------------------------------------------# # LDAP CONFIGURATION # #------------------------------------------------------# my $ldapuser='cn=otrs,cn=Users,dc=xxx,dc=xxx'; my $ldapuserpw='xxxx'; my $ldaphost='x.x.x.x'; my $basedn='OU=Institute,dc=xxx,dc=xxx'; my $agentgroupdn='cn=OTRS-Agents,ou=Groups,dc=xxx,dc=xxx'; my $custgroupdn='cn=OTRS-Users,ou=Groups,dc=xxx,dc=xxx'; #Agents to use LDAP for Auth $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = $ldaphost; $Self->{'AuthModule::LDAP::BaseDN'} = $basedn; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} =$ldapuser; $Self->{'AuthModule::LDAP::SearchUserPw'} = $ldapuserpw; #Users to Auth using LDAP $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = $ldaphost; $Self->{'Customer::AuthModule::LDAP::BaseDN'} =$basedn; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} =$ldapuser; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} =$ldapuserpw; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => $ldaphost, BaseDN => $basedn, SSCOPE => 'sub', UserDN => $ldapuser, UserPw => $ldapuserpw, AlwaysFilter => '(mail=*)', }, CustomerKey => 'sAMAccountName', CustomerID => 'sAMAccountName', CustomerUserListFields => ['displayName'], CustomerUserSearchFields => ['displayName', 'sAMAccountName'], CustomerUserPostMasterSearchFields => ['sAMAccountName'], CustomerUserNameFields => ['givenName', 'sn'], Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'Name', 0, 1, 'var' ], ], }; $Self->{'AuthModule::LDAP::GroupDN'} =$agentgroupdn; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = $custgroupdn; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # UserSyncLDAPMap $Self->{UserSyncLDAPMap} = { Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; I guess if we have to create accounts we will, but it would seem like a step which could be automated as the group membership determines the need and AD provides the details. Help welcomed. Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

1 0

anonymous (public) access to tickiets?
by Mark D. Anderson 13 Jul '07

13 Jul '07

This seems like it would be a FAQ but I can't find it -- is there an easy way to get OTRS to allow anonymous users to submit tickets via the web without the trouble of registering/logging in? Since tickets can be submitted via email, I would presume that should be possible somehow over the web (what happens to tickets submitted via email that don't match a registered user?) Thanks.... -mda

2 3

RE: otrs Digest, Vol 48, Issue 33
by Andrew Meyer 12 Jul '07

12 Jul '07

Hi, I emailed a few days ago about sending a receiving email within the system. I think I got it setup, but the emails come in and then go out 6 hours after. I am not getting notifications when a new one comes in. Is this normal? Do I need to change something in the config?

1 0

Database access denied for user "root" on installing 2.2.1Win32
by kirpi＠kirpi.it 12 Jul '07

12 Jul '07

> Have you tried using blank password for user root > on installing OTRS database? Yes, I just tried and it works **without** password. I was deceived by the red remark next to the empty field, which suggested me to enter a password. Why does it say I should enter a password, when I shouldn't actually? Funny. Thank you! Luigi

1 0

Register Company Users
by Jonathon 12 Jul '07

12 Jul '07

Is there a way to change the Company User registration in the Administration Module so that the Email is not required? I need to load some test data and the users won't be real users so they will not have valid email addresses. Thank You Jonathon

1 0

RE: Changing the Customer View
by Gerhard Weber 12 Jul '07

12 Jul '07

Hi, according to http://doc.otrs.org/developer/2.2/en/html/c684.html#custom-translation-f ile the way you "should" do it, is create a "Custom Translation File" Kernel/Language/en_Custom.pm (probably /opt/otrs/Kernel/Language/en_Custom.pm). This way it might be simpler to update the system. Something like this: sub Data { my $Self = shift; my %Param = @_; # $$START$$ # own translations $Self->{Translation}->{'CompanyTickets'} = 'School Ticket'; # $$STOP$$ } Greetings, gerhard

2 1

perl modules and checkmodules.pl
by otrsserver otrsserver1 12 Jul '07

12 Jul '07

Hi, WHAT I HAVE DONE ********************* I have installed Otrs 2.2.1 from sources on my Rhel 3, Mysql 3.23, Apache 2 and Perl 5.8 and also I have installed all perl modules (required and not) in a directory near otrs, I mean, modules are in /home/haecotrs/perl and otrs installation's folder is in /home/haecotrs/public_html/otrs. Just in case, I have realized later, I had defined PERL5LIB with the public perl libraries and the ones installed by myself in /home/haecotrs/perl so that when I execute "perl CheckModules.pl" the command's output is everthing ok. WHAT I WOULD LIKE TO KNOW **************************** I would like to know if my particular otrs' installation is finding the modules that I have installed in /home/haecotrs/perl. I can guess this is not happening so I would also like to know how I can tell otrs where to find them WHAT UNSUCCESSFUL TESTS I HAVE DONE TO FOUND OUT WHAT I WOULD LIKE TO KNOW ****************************************************************** - I have tried to print the PERL5LIB form otrs's installation by "$ENV {PERL5LIB}" but the output got was a blank space so that means this is not defined.Moreover I have looked for every $ENV statement by using "egrep -w "ENV" -R otrs" and I could not see anyone related to PERL5LIB. - I have printed, from index.pl, @INC and among found paths there is none to /home/haecotrs/. - I certainly know otrs is executed by apache user as I have also done a whoami from the index.pl file and the printed output said it was apache. - I have even printed the $INC list to know what modules have currently loaded /usr/lib/perl5/5.8.0/warningswarnings/register.pm /usr/lib/perl5/5.8.0/warnings/register.pmre.pm /usr/lib/perl5/5.8.0/i386-linux-thread-multi/re.pmXSLoader.pm /usr/lib/perl5/5.8.0/i386-linux-thread-multi/XSLoader.pmCarp.pm /usr/lib/perl5/5.8.0/Carp.pmExporter/Heavy.pm /usr/lib/perl5/5.8.0/Exporter/Heavy.pmFile/Spec/Unix.pm /usr/lib/perl5/5.8.0/File/Spec/Unix.pmvars.pm /usr/lib/perl5/5.8.0/vars.pmstrict.pm /usr/lib/perl5/5.8.0/strict.pmExporter.pm /usr/lib/perl5/5.8.0/Exporter.pmCwd.pm /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Cwd.pmwarnings.pm /usr/lib/perl5/5.8.0/warnings.pmFile/Spec.pm /usr/lib/perl5/5.8.0/File/Spec.pmbase.pm /usr/lib/perl5/5.8.0/base.pmlib.pm /usr/lib/perl5/5.8.0/i386-linux-thread-multi/lib.pmFile/Basename.pm /usr/lib/perl5/5.8.0/File/Basename.pmConfig.pm /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Config.pmFindBin.pm /usr/lib/perl5/5.8.0/FindBin.pm none is loaded form the place where I installed the perl modules. TO SUM UP *********** I would certainly like to know what I can do to tell otrs where the installed modules are instead of looking for in the pubic perl libraries' folder. I know I should have defined @INC when perl modules were installed or I could even make a symlink form cpa-lib directory to /home/haecotrs/perl as perl script look for in the current directory first of all but I don't think this is a good solution. Thank you very much in advantage for your answers, Daniel.

1 0

Survey for Public Anytime
by Shue, Daniel G. 12 Jul '07

12 Jul '07

How can I get the Surveys out there for any one to take at any time. I would like to include a link in the "Close" response that would take the user to OTRS to take the survey if they wish. Also, we would like to be able to send out annual surveys by email with a link back to OTRS. I have found how to send the Master survey every so often, but I would really like it to be on demand as well. TIA Daniel Shue Networking Specialist Randolph County Computer Services 725 McDowell Rd. Asheboro, NC 27203 (336) 318-6399

1 1

File permissions not correct for SysConfig
by Dan King 11 Jul '07

11 Jul '07

I am having an issue with file permissions for OTRS 2.1.7. I have run the SetPermissions.sh file before and after I received the permission errors. The two areas I have noticed so far are the SysConfig and Package Manager. The SysConfig error is below: Message: Can't write /opt/carms-utils/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied. The Package Manager error is not helpful. It simply states I don't have write permissions on OTRS home and should run SetPermissions.sh and as I stated before running SetPermissions.sh has had no effect. I checked the permissions on ZZZAAuto.pm and it is set to 664. I changed the permissions to 666 and the SysConfig section worked fine. The problem is, as far as I can tell using the permissions 664 for ZZZAAuton.pm should work. My only guess is that perl is running under a different user other then the one that is run my webserver, otrs, or perl. Does anyone have any suggestions? I am at a loss as to why this does not work. Does anyone know how to find out which user is running perl? This would allow me to find out if that user applies to the other category in the file permissions and would then be denied access. 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

CustomerUsers and CustomerCompany in OTRS
by Laurent Minost 11 Jul '07

11 Jul '07

Hi, We're in discussion to change our current ticketing system (Double Choco Latte) for a new one and OTRS could be a good one to choose but I wonder a lot about CustomerUsers/Company management in OTRS. We need a "simple" kind of management with basically : -CompanyA includes several technical contacts (UserA1, UserA2, UserA3 ...). Under Customer Frontend (customer.pl) for UserA1, we need tickets opened by UserA1 to be displayed (Purpose of MyTickets ?) and also tickets of all other users to be displayed (Purpose of Company Tickets ?). -Same thing for CompanyB ... and so on ...we have a lot of Customer Companies ... Question is : how to achieve this ? I don't understand well the way how this kind of management works with CustomerID and CustomerIDs ? Could someone give me informations about this please ? I looked at the documentation and found http://doc.otrs.org/2.1/en/html/x1482.html which is talking about Multiple Customer IDs but what we need is defining which CustomerUsers are "members" of a CustomerCompany ? So when a ticket is created by Customer UserA1, this ticket will appear on Customer Frontend / Company Tickets for UserA2, UserA3 ... etc because these users are also "members" of CustomerCompany of UserA1. Is it possible please and if it is, could you please gave me some hints on how to implement this? Thanks by advance for your answer. Best regards. Laurent Minost

2 2

More than one instance of OTRS on the same server
by Elias Probst 11 Jul '07

11 Jul '07

Hi, after struggling with this since nearly 3 months and trying to get it working I'm now finally seeking help on this mailinglist .. ;-) I'm currently reworking the Gentoo ebuilds and their webapp-config routines for OTRS because the current existing solution is very hard to setup and not really flexible. One of my goals is to make it possible running more than one OTRS instance on the same server because I (and surely a lot of other users) need this for having testing environments available. Didn't succeed yet - every other installed instance just shows the content of the first running instance. It seems that the other instances just take their configuration from Kernel/Config.pm of the first instance. What I tried so far: - Every instance running on it's own <Location> or <VirtualHost> on Apache2 using mod_perl - Unique values in Kernel/Config.pm: - SystemID - FQDN (when using vhosts: foo.host.domain, bar.host.domain) - Database - DatabaseUser - Frontend::ImagePath - LogModule::LogPath - Changed paths in apache2-perl-startup.pl per instance Does anybody know how to make more than one instance on the same server working? There shouldn't be any strange workaround like "running a second apache instance through mod_proxy" or "running a second apache instance on another ip/port". Also not using mod_perl is no option because of the dramatic loss of performance. I just want to be able using more than one instance with mod_perl and I'm wondering why this doesn't work? Is this a bug in OTRS or mod_perl? Is it a intended behaviour? I've already filed a bug at http://bugs.otrs.org/show_bug.cgi?id=2037 but noone answered yet. Regards, Elias P. -- A really nice number: "09:F9:11:02:9D:74:E3:5B:D8:41:56:C5:63:56:88:C0"

2 2

constant long delay in AgentRespond AgentTicketCompose
by Falko Zurell 11 Jul '07

11 Jul '07

Hello List, I got a very strange problem with my OTRS 2.1 installation on RedHat Linux. I had an old OTRS 2.0.x and made a fresh OTRS 2.1.7 installation on a different box with a new MySQL 5.0.37. Then I followed the upgrade guide to migrate all my data to the new installation. This worked very fine and smooth. But there is one oddity I can't find the cause for. Everything on the new server is very fast. Almost any page loads within a second. But there is one exception. The ticket response page (I click the "response with mail" link and the response form opens) loads only after about 20 seconds delay. This delay seems to be almost constantly around 20 seconds and holds for responses to every ticket. Regardless wether the ticket is new or old, opened ore closed - when I try to send a response then I have to wait several seconds. I turned on the database logging but it looked good to me. I don't think this an database issue - but I'm not sure. This is a snippet from the log file which shows that the Response took 20s to process. This is true for every instance of this action. All other pages load within 1 or 2 seconds. Jul 8 11:48:42 TC-FE-OTRS01-91 OTRS-CGI-66[9851]: [Notice] [Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 20s taken (URL:Action=AgentTicketC ompose&ResponseID=4&TicketID=31822&ArticleID=161995:fzurell) Does anyone have an idea where to look for this problem? Thanks and kind regards --- Falko Zurell Head of Application Management /i-d media AG Ohlauer Straße 43 D-10999 Berlin Tel +49 (0)30 - 2 59 47 - 357 Fax +49 (0)30 - 2 59 47 - 471 www.idmedia.com _______________________________________________ Board: Regine Haschka-Helmer (CEO), Franz Klose (CFO) Chairman of the Supervisory Board: Christian A. Hufnagl Headquarters: Berlin, Place of Jurisdiction: Berlin HRB 76342 UST-Id. DE812698340 _______________________________________________ This message may contain confidential information and must not be copied, disclosed or used by anybody other than the intended recipient. If you have received this message in error, please notify us immediately by reply e-mail and delete all records of the message from your computer. The views represented in this message are solely those of the author. Neither the author nor I-D Media AG accepts any liability for the contents of this message.

1 0

httpd.exe runs twice
by Emily Flynn 11 Jul '07

11 Jul '07

Hi, I was just wondering why the process httpd.exe always seems to run twice? One instance is taking up 100MB and the other is taking up 85MB. Thanks Kind Regards, Emily

4 3

General FAQ
by jpt＠maltanet.net 11 Jul '07

11 Jul '07

Dear All, I would like to try out the OTRS, I work for an organisation and i would like to organize my emails according to a particular operator. I have to questions that i want a definite answer before i actually implement it 1. Does the OTRS work hand in hand with LOTUS notes, since we don't want the user to be effected. 2. Is the OTRS web- based? Do the clients need to type a url to enter into the system? Regards, Jean ______________________________________________________ Still on dial-up? Switch to 256kbps broadband internet for just Lm5.95/30 days from maltanet. Now with even more downloads! Click here <http://www.maltanet.net/> for special offers!

2 1

OTRS 2.1 SOAP interface
by Umberto Nicoletti 11 Jul '07

11 Jul '07

I've implemented a SOAP interface over OTRS 2.1 that lets a SOAP client create a ticket by passing: email, customerid, subject, body and optionally the name of the queue to drop it in to a SOAP server. I know it's not much but it is quite easy to extend once you grasp the basics of perl and otrs. INSTALLATION: Since it requires SOAP::Lite > perl -MCPAN -e ' install SOAP::Lite ' then drop the attached file in the cgi-bin directory of your webserver. Test it with the following client: #!perl -w use SOAP::Lite; print SOAP::Lite -> uri('http://localhost/OTRS_SOAP') -> proxy('http://localhost/cgi-bin/otrs-rpc.cgi') -> newTicket("me\(a)somewhere.it", "VIPCUSTOMER", "It Works", "Get me an iPhone") -> result; Enjoy, Umberto

2 2

setting up to email out
by Andrew Meyer 10 Jul '07

10 Jul '07

What files do I need to edit to get OTRS to send email out? I can't seem to find it in the Config.pm file. Where is it? I'm on Debian Etch.

3 2

Customer Ticket View
by Jonathon 10 Jul '07

10 Jul '07

I am new to OTRS and was wondering if there was a way I could limit customer users to only see their tickets. Would it be as simple as removing the CompanyTicket module from the Customer View?

1 0

unable to send e-mail
by pri pri 10 Jul '07

10 Jul '07

5 11

*.pm is different!
by Andrey Feldman 10 Jul '07

10 Jul '07

Hi. After upgrade from 2.2.0 -> 2.2.1 theres the error , when i go to package manager: OTRS-CGI-10[31831]: [Error][Kernel::System::Package::DeployCheck][Line:1171]: ITSMTicket-0.9.3: /opt/otrs/Kernel/Modules/AgentTicketPhone.pm is different! OTRS-CGI-10[31831]: [Error][Kernel::System::Package::DeployCheck][Line:1171]: ITSMTicket-0.9.3: /opt/otrs/Kernel/Modules/AgentTicketPriority.pm is different! OTRS-CGI-10[31831]: [Error][Kernel::System::Package::DeployCheck][Line:1171]: ITSMTicket-0.9.3: /opt/otrs/Kernel/Modules/AgentTicketZoom.pm is different! .... So, i cant manage packages :) Anyone know how to make package manager work? Thanks! -- Best regards , Andrey Feldman http://alt-lan.ru +7(495)96-100-96

1 0

Customer to Company relationship
by Jonathon 09 Jul '07

09 Jul '07

Is there a way to only allow a user to register to a certain company? Or add the Company name to the Self Registration Module?

1 0

upgrade question
by bradis 09 Jul '07

09 Jul '07

Hello! Dear All, just downloaded OTRS 2.2.1 for Fedora Core 4,5,6 RPM<http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/otrs-2.2.1-01.i386.rpm>- 12.7 MB to upgrade from 2.1.7 on CentOS 5.x I made it like rpm -U OTRS 2.2.1.rpm<http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/otrs-2.2.1-01.i386.rpm> before made backup of /opt/otrs/*.* and mysql database. Made ... [root@XXXX ~]# /etc/init.d/otrs start Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... It looks Ok! done. Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://XXXX/otrs/index.pl <<-- Final start of OTRS.. done [root@XXXX ~]# All looks fine, but when log-in went to tickets view, got this error: Software error: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1395. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Any ideas how to fix it ? Vbrgs!

3 4

Check ORACLE_HOME env var, NLS settings, permissions
by Dan King 09 Jul '07

09 Jul '07

Hi, I am receiving the error message below. I don't know where to start or what to do. ORACLE_HOME is set as an environment variable. Does anyone know where I can start from? Or what NLS settings are? Thanks for any help provided. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: solaris Time: Mon Jul 9 09:38:32 2007 Message: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. Traceback (11919): Module: Kernel::System::DB::new (v1.57) Line: 172 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 145 Module: /opt/carms-utils/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 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

error while sending e-mail
by pri pri 09 Jul '07

09 Jul '07

1 0

Database access denied for user "root" on installing 2.2.1 Win32
by kirpi＠kirpi.it 09 Jul '07

09 Jul '07

I'm just trying to install on a Windows machine, but the system stopped me at the very beginning. It did not get past step two[1] and could not create a database. As the system suggested, I opened a detailed bug[2] I'm new to otrs, and I could not find real documentation about issues and features. Does anybody please have a suggestion? Thanks Luigi [1] http://doc.otrs.org/2.1/en/html/c238.html#installation-on-windows [2] http://bugs.otrs.org/show_bug.cgi?id=2039

3 2

upgrade question
by bradis 09 Jul '07

09 Jul '07

Dear All, just downloaded OTRS 2.2.1 for Fedora Core 4,5,6 RPM<http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/otrs-2.2.1-01.i386.rpm>- 12.7 MB to upgrade from 2.1.7 on CentOS 5.x I made it like rpm -U OTRS 2.2.1.rpm<http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/otrs-2.2.1-01.i386.rpm> before made backup of /opt/otrs/*.* and mysql database. Made ... [root@XXXX ~]# /etc/init.d/otrs start Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... It looks Ok! done. Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://XXXX/otrs/index.pl <http://xxxx/otrs/index.pl> <<-- Final start of OTRS.. done [root@XXXX ~]# All looks fine, but when log-in went to tickets view, got this error: Software error: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1395. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Any ideas how to fix it ? Vbrgs!

1 0

New installation on Unix and Oracle DB
by Dan King 09 Jul '07

09 Jul '07

Hi, I have just finished the installation of OTRS on a Unix box running Solaris 9 with a Oracle DB. I attempt to go to /otrs/index.pl and I receive the error below. Software error: Can't locate DBI.pm in @INC (@INC contains: /opt/carms-utils/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/carms-utils/otrs/bin/cgi-bin/../.. /usr/perl5/5.6.1/lib/sun4-solaris-64int /usr/perl5/5.6.1/lib /usr/perl5/site_perl/5.6.1/sun4-solaris-64int /usr/perl5/site_perl/5.6.1 /usr/perl5/site_perl /usr/perl5/vendor_perl/5.6.1/sun4-solaris-64int /usr/perl5/vendor_perl/5.6.1 /usr/perl5/vendor_perl .) at /opt/carms-utils/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 15. BEGIN failed--compilation aborted at /opt/carms-utils/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 15. Compilation failed in require at /opt/carms-utils/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceAgent.pm line 27. BEGIN failed--compilation aborted at /opt/carms-utils/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceAgent.pm line 27. Compilation failed in require at /opt/carms-utils/otrs/bin/cgi-bin/index.pl line 41. BEGIN failed--compilation aborted at /opt/carms-utils/otrs/bin/cgi-bin/index.pl line 41. For help, please send mail to the webmaster (support(a)carms.ca <mailto:support@carms.ca> ), giving this error message and the time and date of the error. I think this error is because Apache or OTRS is using perl 5.6 and not 5.8 with has the needed modules installed. If that is correct does anyone know how to fix my problem? If not do you know what the real issue is? 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

Running multiple companies from 1 OTRS installation
by Patric 09 Jul '07

09 Jul '07

Hi all, Im quite new to OTRS, and Im trying to figure out if its possible to run multiple companies through 1 OTRS installation. Any advise, or a point in the right direction would be much appreciated! Thanks Patrick -- Q: I want to be a sysadmin. What should I do? A: Seek professional help. ---------------------------------------------------------------------- Get a free email address with REAL anti-spam protection. http://www.bluebottle.com/tag/1

1 0

No connection to syslog available
by Dan King 06 Jul '07

06 Jul '07

Hi all, I am receiving the error below, does anyone know what is wrong? Software error: no connection to syslog available - /dev/conslog is not a socket at ../..//Kernel/System/Log/SysLog.pm line 64 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

Linking to 64 bit oracle driver
by Dan King 06 Jul '07

06 Jul '07

Software error: install_driver(Oracle) failed: Can't load '/usr/local/lib/perl5/site_perl/5.8.8/sun4-solaris/auto/DBD/Oracle/Oracle.so' for module DBD::Oracle: ld.so.1: /usr/local/bin/perl: fatal: /u01/app/oracle/product/10.1.0/db_3/lib/libclntsh.so.10.1: wrong ELF class: ELFCLASS64 at /usr/local/lib/perl5/5.8.8/sun4-solaris/DynaLoader.pm line 230, <PRODUCT> line 4. at (eval 25) line 3 Compilation failed in require at (eval 25) line 3, <PRODUCT> line 4. Perhaps a required shared library or dll isn't installed where expected at /opt/carms-utils/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 195 I am having an issue when linking to the oracle driver. OTRS or perl is trying to link to the 64 bit code file libclntsh.so.10.1 in directory /u01/app/oracle/product/10.1.0/db_3/lib/ but I need it to link to the 32 bit code located in /u01/app/oracle/product/10.1.0/db_3/lib32 to work correctly. Does anyone know a fix for this? 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

URL redirect problems
by Greg Evans 06 Jul '07

06 Jul '07

I'm having problems redirecting URLS in OTRS. when i type in "support.example.com" (which i have DNS set up for) i just get the default "IT works!". I want to make the agent login page(support.example.com/otrs/index.pl) displayed when i type in support.example.com. Anyone know what i have to change in order to do this? _________________________________________________________________ Local listings, incredible imagery, and driving directions - all in one place! http://maps.live.com/?wip=69&FORM=MGAC01

1 0

Send customer notifications only to mapped customers
by Gabriele D'Andrea 06 Jul '07

06 Jul '07

I'm trying to enable this feature, but with no luck. I've changed this setting to YES in SysConfig::Core::Ticket CustomerNotifyJustToRealCustomer: Send customer notifications just to mapped customer. Normally if no customer is mapped, the latest customer sender gets the notification. No Sì (Default: No) But nothing happens, the system keeps sending emails to every address it receives messages from. Is this a bug? (I've given a quick look to bugzilla but couldn't find nothing related) -- 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 0

RE: [otrs] default e-mail address
by Dan King 06 Jul '07

06 Jul '07

Hello, I think there are two places to change this. I'm not sure which is truly correct. The first one is in the admin area. Click on the Users link and change the root@localhost email address. The second place is in Admin again under the System heading, if you click on the Email Address link. Then change the OTRS System email address. One of those two will change it. I think the second one will do it but I am not positive. 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 pri pri Sent: July 6, 2007 11:45 AM To: otrs(a)otrs.org Subject: [otrs] default e-mail address hi all i am just getting used to the otrs system. when i compose from the system the sender's address is otrs@localhost. how can i change this? we are running otrs on windows sbs 2003 thank you ________________________________ Catch the complete World Cup coverage with MSN <http://g.msn.com/8HMAENIN/2743??PS=47575>

2 1

FAQ module installation
by Jason Hill 06 Jul '07

06 Jul '07

All, I am trying to get the FAQ module to install on our installation of OTRS and am getting the following sequence of errors: Notice: No Such Package FAQ-1.2.4! Error: ERROR: duplicate key violates unique constraint "groups_name_key" Notice: Group: 'faq_admin' ID: '10' created successfully (1)! Error: ERROR: relation "faq_category_group" already exists this is on OTRS 2.2.0 rc1 . Previously we had installed FAQ 1.2.2 but found it not to be working - this is why we tried the upgrade. I am certian that there will be responses that center around the use of the rc1 release instead of the final release - we know that there could be some issues, but we had to use the rc1 release as the production version because of vacations/leave within the group. We do plan to move to 2.2.0 final soon, but we cannot at this time. Thanks, -Jason -- Jason Hill jahill(a)iastate.edu ISU Veterinary Teaching Hospital Ames, IA 50011

1 0

Software error
by touraman traore 06 Jul '07

06 Jul '07

Hi guys, I'm in the process of installing 2.2.1, i'm running into this error: Died at /usr/local/otrs/bin/cgi-bin/../../Kernel/Config/Defaults.pm line 2134. Can someone please help me how to solve this? I have fedora core 5/apache 2/perl v5.8.8/mysql 5.0 Thanks a lot, Med

1 0

RE: [otrs] french character support lacking in OTRS 2.2.1
by Tom Van den Eynde 06 Jul '07

06 Jul '07

Hi Daniel, Thanks. I changed in Config.pm the Default Charset to UTF-1 and also changed it through the admin frontend. The error is gone but it still does not work quite as expected, For example the following sentence: François a mange tout le pâté de Pépé Nuñoz! (this sentence doesn't make sense but is a nice test :) ) Gets displayed correctly in the web frontend but, when mailed to the customer, the customer receives the following: Franois a mange tout le pt de pp nuoz. So the special characters are simply omitted now... Any ideas? (I am subscribed now to the mailing list so an individual reply is not needed now :)) Tom From: Daniel Garcia [mailto:danielgguk@googlemail.com] Sent: donderdag 5 juli 2007 10:42 To: User questions and discussions about OTRS.org Cc: Tom Van den Eynde Subject: Re: [otrs] french character support lacking in OTRS 2.2.1 Hi Tom, Well, I have just installed and I don't know too much about it but your problem sounds as new updates have overwritten your setting of UTF8 so you are currently getting en_US.ISO-8859-1 instead of the french's one. You could perhaps sort out by using the Admin Area (I think to have read something around) or if you have your installation allocated under a user of system you could try to add LANG='the french UF8' in your .bashrc and/or .bash_profile according to correspond. Daniel. On 7/5/07, Tom Van den Eynde <Tom.Van.den.Eynde(a)c-cure.be> wrote: Hi List, We recently upgraded our OTRS ticketing system to 2.2.1. Since the upgrade it is no longer possible to send out mail with special characters (like ç, é, è, à). The message does get into the database but it is not mailed out. The error we are seeing in OTRS is the following: Software error: Wide character in syswrite at /usr/lib/perl5/5.8.5/Net/Cmd.pm line 436, <PRODUCT> line 252. Do you have any idea what might cause this? Please include my email address when replying since I am not currently subscribed to the list. Kind regards, Tom -- 'Security is a process, not a product' - Bruce Schneier Tom Van den Eynde Security Consultant C-CURE NV Schalienhoevedreef 20 H B 2800 Mechelen T: +32 15 299 250 F: +32 15 299 251 D: +32 15 299 274 E: tom.van.den.eynde(a)c-cure.be W: http://www.c-cure.be/ For support related questions - Service Desk T: +32 15 299 299 E: request(a)c-cure.be _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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 1

Sort by Default Setting...
by Jeff Shepherd 05 Jul '07

05 Jul '07

How can I change the default way that the tickets are sorted? I know that I can click on "Priority" to sort by that, but I have to do that every time. Is there a way that I can just make "Priority" the default and not "Age?" Thanks! -Jeff

1 1

Pop3 Error Can't connect to server
by Roberto Moreno 05 Jul '07

05 Jul '07

I am getting the following error Message: Can't connect to server Traceback (32704): - Hide quoted text - Module: main::FetchMail (v1.24) Line: 152 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.24) Line: 125 If i do a manual fetchmail it work , the pop3 server is working and the username and password work just fine. Can somebody point me in the right direction.

1 0

(no subject)
by Dan King 05 Jul '07

05 Jul '07

I have perl 5.6 and 5.8 installed on a Unix comptuer. The $PATH variable references perl version 5.8 and I have confirmed that by running perl -v. The problem I am having is that when I run otrs.checkModules I do not see any of the modules I have already installed in perl. Such as DBI and Date::Format. If I run perl otrs.checkModules then I receive the correct output. What I have found is that otrs.checkModules somehow runs perl version 5.6. Does anyone know how to fix it so it uses the perl that is references in the PATH variable? 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

otrs and exchange virtual server conflict
by pri pri 05 Jul '07

05 Jul '07

2 1

otrs on network
by pri pri 05 Jul '07

05 Jul '07

3 7

"httpd.exe" error
by pri pri 05 Jul '07

05 Jul '07

2 1

french character support lacking in OTRS 2.2.1
by Tom Van den Eynde 05 Jul '07

05 Jul '07

Hi List, We recently upgraded our OTRS ticketing system to 2.2.1. Since the upgrade it is no longer possible to send out mail with special characters (like ç, é, è, à). The message does get into the database but it is not mailed out. The error we are seeing in OTRS is the following: Software error: Wide character in syswrite at /usr/lib/perl5/5.8.5/Net/Cmd.pm line 436, <PRODUCT> line 252. Do you have any idea what might cause this? Please include my email address when replying since I am not currently subscribed to the list. Kind regards, Tom -- 'Security is a process, not a product' - Bruce Schneier Tom Van den Eynde Security Consultant C-CURE NV Schalienhoevedreef 20 H B 2800 Mechelen T: +32 15 299 250 F: +32 15 299 251 D: +32 15 299 274 E: tom.van.den.eynde(a)c-cure.be W: http://www.c-cure.be/ For support related questions - Service Desk T: +32 15 299 299 E: request(a)c-cure.be

1 0

POP3 pickups not working
by Roberto Moreno 04 Jul '07

04 Jul '07

Did you find the solution to this i am having the same problem?

1 0

Configure GenericAgent to set Watcher/Responsible
by Gabriele D'Andrea 04 Jul '07

04 Jul '07

I need to automatically set the Responsible for specific tickets, and set some agents as Watchers as well. I enabled Responsible and Ticket Watcher features, and I'm trying to configure the Generic Agent, but don't know where to look for. I mean: I know how to enable and configure Generic Agent, either in the Admin Area or configuring the GenericAgent.pm file, but I ignore the specific parameters related to Ticket Watcher and Responsible Can somebody help? -- 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

2 2

State of OTRS 2.2 translations
by Martin Edenhofer 04 Jul '07

04 Jul '07

Hi all, a long time is over and we are at the end of the OTRS 2.2 beta time line. So it's time to send the current OTRS translation state to you to show where help for OTRS is needed. :) Most of the translation files needed to be updated. Here is the current state: ar_SA 64.52% -> need to be updated bg 99.01% -> need to be updated cz 59.61% -> need to be updated da 87.55% -> need to be updated de 100.00% -> finished! el 78.23% -> need to be updated es 87.24% -> need to be updated fa 79.95% -> need to be updated fi 49.28% -> need to be updated fr 76.46% -> need to be updated hu 66.29% -> need to be updated it 75.25% -> need to be updated nb_NO 80.71% -> need to be updated nl 70.77% -> need to be updated pl 59.38% -> need to be updated pt 79.12% -> need to be updated pt_BR 90.13% -> need to be updated ru 66.89% -> need to be updated sk_SK 59.53% -> need to be updated sv 57.96% -> need to be updated zh_CN 76.92% -> need to be updated It would be very nice if you could help to updated your language (just send it back to me :) )! The current files can be found in the latest beta release under http://cvs.otrs.org/viewvc.cgi/otrs/Kernel/Language/ PS: A daily new list can be found at http://users.otrs.com/~me/i18n/ Many thanks for all your help! :-) -Martin ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!

2 1

Otrs plug-ins
by frederic.fraudeau＠fr.schneider-electric.com 03 Jul '07

03 Jul '07

Dear all, Sorry to ask a question that has for sure been already addressed but, I didn't find any answer :-) We use in our company the otrs system since 3 years, but we never take time to customize it. But now it is requested by the team by our development knowledge are limited. So Does it exist somewhere few "plug-ins" to customize OTRS in an other way than manually ? Because, i'm looking for few thinks like : - When you log on, i would like to have on the first page, a summary of tickets opened, ticket still in "root" mode, ticket pending, etc... - Have the possibility to change the order of the tickets when you open a customer queue like do a order by date instead of severity etc... Did someone develop this already ? Regards, Fred.

2 1

changing the Ticket::Hook:
by Randy Rodriguez 03 Jul '07

03 Jul '07

I would like to change the Ticket::Hook: from the default Ticket# since we are interacting with another company who also uses OTRS and it has caused some issues. What would happen to the existing open tickets if I were to make the change? Or does anybody have a procedure to make the change while tickets are still open? Thanks in advance - Randy ____________________________________________________________________________________ Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase. http://farechase.yahoo.com/

2 1

Suse Enterprise 10.0
by Partington, Eric 03 Jul '07

03 Jul '07

Has anyone installed OTRS (2.2) on suse enterprise 10.0? I am trying to decide if I can use the same package repositories that I have used for opensuse 10.2 to install OTRS from. So far haven't seen anything to suggest I can not use it but any feeback would be appreciated. Thanks, Eric Partington _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

1 0

URL changes
by Greg Evans 03 Jul '07

03 Jul '07

Thank you to everyone that got me on the right track! I'm almost to where i want to be now but I am stuck again! My redirect command is not working. When i enter my default address "like www.example.com" the only screen i get is "IT works!" I have to enter www.example.com/otrs/index.pl to get to the agent login screen. This isn't a huge deal, but i want when i enter www.example.com for the agent login screen to work. my HTTPd file looks like this. LoadModule perl_module modules/mod_perl.so LoadModule alias_module modules/mod_alias.so Include "C:/OTRS/otrs/scripts/apache2-httpd-new.include.conf" Redirect / /otrs/index.pl What is my simple mind doing wrong?! Thank you again for your support! _________________________________________________________________ http://liveearth.msn.com

1 0

Disable ticket lock?
by Gabriele D'Andrea 03 Jul '07

03 Jul '07

Hi, is it possible to prevent agents from locking a ticket? my company's policy is to let ticket in the queue, in order to be visible to every agent, they don't want agent to lock tickets -- Gabriele D'Andrea

1 0

How to filter incoming mail looking for ticket number in the body of a message
by Gabriele D'Andrea 03 Jul '07

03 Jul '07

Hi there, I need help to address a new situation Generally, every mail containing a ticket number in the subject, is automatically considered as a follow-up for the referenced ticket. We have a particulare situation: for some kind of tickets, we receive automatic notifications from a partner of ours, which we would like to include in the ticket history. The problem is that mails do not contain the ticket number in the subject, but in the body, and this behaviour is not customizable. So, we would like to do something like this: every mail arrived from the partner's address, must be considered a follow-up of the ticket stated in the body. Any idea on how to approach this? Where to look for? Thank you for any suggestion -- Gabriele D'Andrea

3 3

Re: [otrs] Software error
by Gerhard Weber 02 Jul '07

02 Jul '07

Hi, > > You can try extending @INC. add the line: > > unshift @INC, "/{insertFullPathHere}/Kernel/cpan-lib/Net/DNS/"; > > to index.pl, this way you will search that directory first while using > > index.pl. Would that do what you need? Hope this helps. > Too bad, the original error > "Modification of a read-only value attempted at /usr/lib/perl5/ site_perl/5.8.8/i686-linux/Net/DNS/Question.pm line 47." > still points to the use of the system-wide module .... I think unshift'ing is the right way, but you have to pass the "basic" path for your module. Something like this in index.pl: unshift @INC, "$Bin/../../Kernel/cpan-lib"); # without "Net/DNS/" push (@INC, "$Bin/../.."); # no more need to push $Bin/../../Kernel/cpan-lib and then directly after that log the versions: use Net::DNS::Question; warn "Net::DNS::Question: $Net::DNS::Question::VERSION\n"; warn "Net::DNS::Resolver::Base: $Net::DNS::Resolver::Base::VERSION\n"; that should give you 610 versions from cpan. Another thing just crossed my mind: since I'm working on a non-production system (just testing), I don't know for sure if these versions are working. Maybe someone else can test for her/his versions? perl -MNet::DNS::Question -e 'print "v=$Net::DNS::Question::VERSION\n";' and perl -MNet::DNS::Question -e 'print "v=$Net::DNS::Resolver::Base::VERSION\n";' prints the version on a shell Greetings, Gerhard

3 2

Re: [otrs] Software error
by Gerhard Weber 02 Jul '07

02 Jul '07

Hi, we encountered the same problem at a new installation. the simple solution: We just deleted the new files (version 659) and copied the old .pm files. voila - it worked again. > unshift gives me the same result ... No luck ... Stil lthe same error message. > (the code with the warn statements does not give me any output ...) you need the check your apache error log. greetings, gerhard -------------------------------------------- Thus spake the master programmer: "Though a program be but three lines long, someday it will have to be maintained." Gerhard Weber Systementwicklung --- Computer Manufaktur GmbH Reichenberger Str. 36 10999 Berlin Tel: +49 (30) 2124 895-0 Fax: +49 (30) 2124 895-40 g.weber(a)computer-manufaktur.de www.computer-manufaktur.de Geschäftsführer: Christian Gehrke Amtsgericht Berlin Charlottenburg HRB 75 996

3 4

Ticket dispatching to owner locks ticket
by Marcus Dennis 02 Jul '07

02 Jul '07

We're still in an evaluation phase, looking at ways to use the software effectively. One of the things we're trying to do is to work out a procedure for dispatching new tickets that come in. All new tickets have an owner of root@localhost. When I dispatch these tickets, I would sometimes change the owner to the particular IT person likely to be responsible for the ticket. However, this makes the ticket become locked, hiding it by default from all other IT persons and preventing it from being moved or changed. Is there a way to control the behavior so that changing the Owner of a ticket doesn't leave the ticket locked to that owner? If there is no option to handle this, can someone point me to the relevant code module where this is handled?

1 0

Changing URL names
by Greg Evans 02 Jul '07

02 Jul '07

I'm open-source Illiterate so bare with me on my silly questions. I plan on using OTRS as an internal help desk for our small company. I don't need the customers to have any functionality with OTRS. I don't know how to change the default agent login from http://localhost/otrs/index.pl to something like Http://www.agenthelpdesk.com. Where Do i make these changes? I don't know jack about apache, but I'm guessing the changes have to happen somewhere in there... Unfortunately, I don't know the first thing about it. I am somewhat familiar with Microsoft IIS so any help on this issue would be greatly appreciated. _________________________________________________________________ Like puzzles? Play free games & earn great prizes. Play Clink now. http://club.live.com/clink.aspx?icid=clink_hotmailtextlink2

3 3

problem with preventing the customer from changing state of the ticket
by Mirosław Baran 02 Jul '07

02 Jul '07

Dear list, I'm playing with test installation of OTRS. Most things work as advertised, but I have one problem I cannot find a solution to... (I did read TFMs and am fairly sure, that this was not on the list). To the problem: I'd like to stop the customer from changing the ticket state after it was moved to queue to which that customer has read only access (via group access) I've enabled customer groups, the customer is a member of the specified group with ro access, the queue belongs to the specified group. The behaviour is the same in in 2.1.7 and in 2.2 beta (the platform is Debian, both installations from packages, the latter is the experimental package rebuilt for etch). Did anyone encounter such a problem? Best regards Miroslaw Baran

1 1

Howto receive email notifications?
by Rui Lopes 02 Jul '07

02 Jul '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, I'm installing OTRS for the first time (using 2.2.0rc1), and so far its been a nice experience! I have a question, though... How can I receive notifications (an email) when a ticket (either by email, or custumer.pl) is created or when a customer sends a follow up? I though this was a matter of setting the following user preferences to "Yes": New ticket notification Follow up notification But it didn't do the trick, what I'm missing? I see no errors on the log, so I'm a bit loss here. BTW, is there an IRC channel about OTRS? TIA! Best regards, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhSBag6ss8INEYd4RAtaeAKCfGcIMplXMnBg2dJe/33es5LkrGACgg7o6 nTt7o+97mZtnIFL1XkZPbX4= =E6kR -----END PGP SIGNATURE-----

3 10

Survey Package in OTRS
by Angella Ford 01 Jul '07

01 Jul '07

In the Package Manager, i have installed the survey package in otrs, my question is how do deploy the survey questionair i setup so others can see/use it????? _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/

2 1

customer.pl show extra lines on ticket viwer
by Rui Lopes 30 Jun '07

30 Jun '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, Its normal for the custumer.pl to show extra lines on the articles displayed? I've placed an example at: http://ruilopes.com/tmp/extra-lines-on-custumer.pl.jpeg I'm talking about those extra line that follows each line of the ticket article text, eg: > Hi Rui, > > there is ... > Thanks, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhihxg6ss8INEYd4RAvtIAKDQENb5JnOyYAkoGfpK61y2/wM+GgCfVbPA A3TGYhGBwrot1rjYMSzLJ+c= =1NXs -----END PGP SIGNATURE-----

1 0

Forward verbatim articles on notification?
by Rui Lopes 30 Jun '07

30 Jun '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, How can I configure OTRS to forward the verbatim ticket article that was sent (either by email or the web interface) by the customer or agent? Like a mailing list software (of course, modifying the subject -- and probably other email fields -- to contain the ticket ID on the subject). Please note that I known how to change the template for each types of notification using the "Notification Management" page, but I'm not seeing how can I just forward the email like I've said above. TIA! Best regards, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhiUzg6ss8INEYd4RAuNnAKDDYEYY7QRjUYCBxo2zlC4mrFbJqQCeLpVK 22NEeRwkG3Pd7AjeOmkjq5s= =HyXf -----END PGP SIGNATURE-----

1 0

Submit a follow up to ticket creation notification by email
by Rui Lopes 30 Jun '07

30 Jun '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, How can I configure OTRS to let me submit a follow up to a new ticket notification? I mean, currently when we receive a notification we have to actually use OTRS to submit the follow up, isn't there a way of doing this using normal email? Thanks, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhXREg6ss8INEYd4RAguwAJ9ZcUZHsaL1HbQhNJNLfB0xclQjHACfQRAd Os0oweRCTrDCD4yULsvGYqM= =IV99 -----END PGP SIGNATURE-----

2 2

Changing the time period for the Pending Auto Close ticket state
by Ingmar Koecher [ NETIKUS.NET ltd ] 29 Jun '07

29 Jun '07

Hello, I was curious how we could change the default time period for "Pending Auto Close" tickets which currently seems to be set at 24 hours. I tried to search the documentation, Google, and source files but I wasn't able to find where I can change that. Is that hard-coded, or, if it can be changed - where can I customize that :-) Thank you for any help, Ingmar.

1 0

Installing OTRS on Mac OS X
by Scott Warren 29 Jun '07

29 Jun '07

Newbie here... I have searched for the install info and can not find it. Is there a straight forward doc for installing OTRS on Mac OS X 10.4.9 someone can point me towards? Any horror stories? I have seen some that assume you know about Unix and I am not to stong there to know the difference between generic *nix and OS X. -- Scott

1 0

The customer survey tool & SYSTEM ADDRESS!!!
by Angella Ford 29 Jun '07

29 Jun '07

I'm setting up the OTRS Ticket system at my office at my office as an HELP Desk system, still trying to figure it out... I have a couple of issues: 1. when i am composing an email to send it keeps giving me the email address as otrs@localhost. can you please let me know were i go to change this email address, i thought it was in ADMIN::System Address; i put in the email address i want to use there and made the localhost one invalid but every time i test the compose or fwd it keeps giving me the otrs@localhost. 2. In the Package Manager, i have installed (i think) the survey package, my question is how do deploy the survey questionair i setup so others can see/use it????? 3. I am running otrs ticket system on a windows xp machine, is there any drawbacks to this i should be aware of, such as apache server/mysql hangup on me, have not encountered any such issues yet but they i a have not setup the entire thing as yet. Angella _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/

2 1

Installing Perl Modules during Source installation on Unix
by Dan King 29 Jun '07

29 Jun '07

I am trying to add the perl modules in the steps defined in the Unix/Linux source installation. I am running into a problem. When I go into cpan using perl -e shell -MCPAN and then type install <package name> it doesn't install. At the end of the module installation process I receive the error Writing make file for TimeDate * not ok Running make test Can't test without successful make Running make install Make had returned bad status, install seems impossible Anyone have suggestions? 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

FW: [otrs] Apache ERROR: MaxRequestsPerChild
by Ron Plasse 29 Jun '07

29 Jun '07

Hi, Anyone have this problem? Any solutions? I would really like to rollout this software. Thanks in advance. Ron ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ron Plasse Sent: Wednesday, June 27, 2007 5:09 PM To: otrs(a)otrs.org Subject: [otrs] Apache ERROR: MaxRequestsPerChild Hello, I am new to OTRS and I am trying to get my test environment stable before rolling it out to our technical support team for help desk operations. Apache is exiting unexpectedly after approximately 3 hours when I have two agent clients connected to the server with the QueueView page displayed. The page is refreshing on a 2 minute interval in each Internet Explorer window. If I don't have any agents connected then Apache does not exit unexpectedly. I have not changed the Apache configuration from what the installer configured. The Apache error log is below from the time Apache was started till the time it exited. I did a search on Google and it looks like other users have had similar issues, but all the text is in German and all I can make out is the Apache logs. Hopefully someone has a solution. I have installed OTRS 2.1.7 using the installer "otrs-2.1.7-001-win32.exe" into the following VMWare Server environment. - Windows Server 2003 R2 - 768 MB of RAM - 100 Mb LAN - 20 GB C: drive [Wed Jun 27 12:04:33 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Wed Jun 27 12:04:33 2007] [notice] Server built: Jan 9 2007 23:17:20 [Wed Jun 27 12:04:33 2007] [notice] Parent: Created child process 2028 [Wed Jun 27 12:04:43 2007] [notice] Child 2028: Child process is running [Wed Jun 27 12:04:43 2007] [notice] Child 2028: Acquired the start mutex. [Wed Jun 27 12:04:43 2007] [notice] Child 2028: Starting 250 worker threads. [Wed Jun 27 12:04:43 2007] [notice] Child 2028: Starting thread to listen on port 80. [Wed Jun 27 15:26:37 2007] [notice] Child 2028: Process exiting because it reached MaxRequestsPerChild. Signaling the parent to restart a new child process. [Wed Jun 27 15:26:37 2007] [notice] Parent: Received restart signal -- Restarting the server. [Wed Jun 27 15:26:38 2007] [notice] Child 2028: Released the start mutex [Wed Jun 27 15:26:45 2007] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev Perl/v5.8.8 configured -- resuming normal operations [Wed Jun 27 15:26:45 2007] [notice] Server built: Jan 9 2007 23:17:20 [Wed Jun 27 15:26:45 2007] [crit] (22)Invalid argument: Parent: Failed to create the child process. [Wed Jun 27 15:26:45 2007] [crit] (OS 6)The handle is invalid. : master_main: create child process failed. Exiting. [Wed Jun 27 15:26:45 2007] [notice] Parent: Child process exited successfully. [Wed Jun 27 15:26:47 2007] [notice] Child 2028: Waiting for 250 worker threads to exit. [Wed Jun 27 15:26:47 2007] [notice] Child 2028: All worker threads have exited. [Wed Jun 27 15:26:47 2007] [notice] Child 2028: Child process is exiting Thank you in advance for any help that can be provided. Thanks, 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. ------------------------------------------------------------------ ------------------------------------------------------------------ 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. ------------------------------------------------------------------

1 0

Setting the responsible
by Gabriele D'Andrea 29 Jun '07

29 Jun '07

Hi I'm testing the responsible feature. When new mails are fetched from postmaster_pop3.pl, the responsible for every ticket created is set to root@localhost, is there a way to change the default responsible or disabling it? What is Ticket::ResponsibleAutoSet: in SysAdmin- Ticket -> Core::Ticket ? It's enabled by default, I tried to disable it but I couldn't notice any changes -- 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

RE: [otrs] Installing Perl Modules during Source installation on Unix
by Dan King 29 Jun '07

29 Jun '07

Okay so I installed gc++ but I am still having the same error. I made sure that the directory that gcc was installed in was in the PATH variable. Not sure where to procede. One issue that it might be is that I may have to also add the gcc path to some @INC variable used by Perl. Is this correct and if so how do I modify it? 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. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter van Beugen Sent: June 29, 2007 6:46 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Installing Perl Modules during Source installation on Unix Do you have gc / gc++ installed on your system ? The perl libs must be compiled A while ago I had kind of the same problem. I installed gc and it worked for me... Regards, Peter van Beugen Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Dan King Verzonden: donderdag 28 juni 2007 23:05 Aan: User questions and discussions about OTRS.org Onderwerp: [otrs] Installing Perl Modules during Source installation on Unix I am trying to add the perl modules in the steps defined in the Unix/Linux source installation. I am running into a problem. When I go into cpan using perl -e shell -MCPAN and then type install <package name> it doesn't install. At the end of the module installation process I receive the error Writing make file for TimeDate * not ok Running make test Can't test without successful make Running make install Make had returned bad status, install seems impossible Anyone have suggestions? 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] Software error
by Gerhard Weber 29 Jun '07

29 Jun '07

Hi Eddie, > > This error was apparently found to be the result of updating PERL. > BUT, as my otrs runs on a shared webserver, my provider refuses to downgrade perl and tels me to fix my own > problems ... :-( > > Restoring question.pm and base.pm to a pre-upgrade version resolved > > the issue for the other poster. So thats the Perl standard modules Net::DNS::Question and Net::DNS::Resolver::Base. They are located somewhere in your perl path. That is your provider's perl path, where you can't change anything. So you could try to * create the directories Kernel/cpan-lib/Net/DNS/Resolver/ * get old, working versions of these two files (from cpan.org) * copy them to Kernel/cpan-lib/: * Kernel/cpan-lib/Net/DNS/Question.pm * Kernel/cpan-lib/Net/DNS/Resolver/Base.pm I think that should work. You could try to find out which versions you are using with these lines in index.pl: use Net::DNS::Question; warn "Net::DNS::Question: version $Net::DNS::Question::VERSION\n"; warn "Net::DNS::Resolver::Base: version $Net::DNS::Resolver::Base::VERSION\n"; I'm using version 610 of both modules. Cpan says current versions are 630 and 659. 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

3 4

Re: Ticket Zoom View
by Samphan Raruenrom 29 Jun '07

29 Jun '07

Nils Breunese (Lemonbit) wrote: > tatat tanakanok wrote: >> OTRS's Ticket Zoom View shows only one message in this page. >> I would like the OTRS's Ticket Zoom View to show all messages in the >> ticket in one page. > The ticket zoom is especially there for zooming in on a single ticket. > If you want to see all messages in one page you can click the Queues > button and then click on the number after 'All tickets'. You can also > enable the StatusView button which will give you a more compact overview > of all messages. Tatat's question may be a bit confusing. What we want is to let users see all the "replies" in a ticket. The users want to see all the replies/bodies of a ticket, not just the latest reply and the hierarchy of links on the top part as in the ticket zoom view now. I think this is the normal behavior in Trac and Bugzilla/Issuezilla, isn't it. -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/

3 6

otrs disables exchange virtual server
by pri pri 29 Jun '07

29 Jun '07

4 19

FAQ module for OTRS 2.2
by Simon Bierbaum 29 Jun '07

29 Jun '07

Hello list, I have OTRS 2.2.0 rc1 and tried to install the FAQ package (1.0.18). The package manager complained: "Message: Sorry, can't install package, because the framework version required by the package (2.1.x) does not match your Framework (2.2.0 rc1)!!" Are there any plans to make the FAQ module available for OTRS 2.2? Thanks, Simon

3 2

Software error
by Eddie Bindt 28 Jun '07

28 Jun '07

Hi, I am having exact the same problem since a couple of days. ( Modification of a read-only value attempted at /usr/lib/perl5/site_perl/5.8.8/i686-linux/Net/DNS/Question.pm line 47. ) My OTRS worked for almost 2 years without problems, seems my provider updated something on the shared webserver my domain is running on ... Too bad, my provider is not to cooperative, Any suggestions in how to solve this ? Eddie

2 3

RE: [otrs] OTRS 2.2 on Debian Etch (Stable)
by Matthew Joyce 28 Jun '07

28 Jun '07

Could you post the output from `dpkg --get-selections` on Etch? I'm a little unclear which CPAN modules I need to install. Thanks 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 Jesús M. Navarro > Sent: Tuesday, 26 June 2007 10:04 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] OTRS 2.2 on Debian Etch (Stable) > > Hi, Matthew: > > El Martes, 26 de Junio de 2007 01:23, Matthew Joyce escribió: > > Hi, > > > > Can anyone confirm whether or not OTRS v2.2 can run on Debian Etch ? > > > [...] > > > I'm happy to have a crack at installing from source, but I just > > wondered if anyone had it working. > > I can confirm it: It does work both on Sarge and Etch (I > made a first test on Etch, and I'm currently running a pilot > install on Sarge with no major issues -well, there's one > regarding text strings within session variables and UTF8, but > nothing too serious). In both cases I worked out from source > tarballs. > -- > 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 > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.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

RE: [otrs] Software error after configuring for use with MS SQL
by Nathan Campbell 27 Jun '07

27 Jun '07

Did you copy and paste this or hand type it? I wonder if this is an error: notice the // between OTRS and Kernal Nathan Campbell _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dan King Sent: Wednesday, June 27, 2007 4:33 PM To: User questions and discussions about OTRS.org Subject: [otrs] Software error after configuring for use with MS SQL Hi, I am attempting to run OTRS on a Windows XP computer using Apache and MS SQL. I have setup the database using the MS SQL scripts provided by OTRS, although they needed a few minor changes. I then edited the Config.pm file so OTRS will connect to my MS SQL database. I then ran CheckDB.pl to confirm that Config.pm was configured properly to connect to my database and everything checked out fine. After that I tried going to OTRS to see if it worked. I typed in localhost/otrs/index.pl into my web browser and I received the following error. Software error: Not a CODE reference at C:/OTRS/otrs//Kernel/System/Ticket.pm line 136, <PRODUCT> line 12. For help, please send mail to the webmaster (admin(a)your-domain.com <mailto:admin@your-domain.com> ), giving this error message and the time and date of the error. Any help is much 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

Software error after configuring for use with MS SQL
by Dan King 27 Jun '07

27 Jun '07

Hi, I am attempting to run OTRS on a Windows XP computer using Apache and MS SQL. I have setup the database using the MS SQL scripts provided by OTRS, although they needed a few minor changes. I then edited the Config.pm file so OTRS will connect to my MS SQL database. I then ran CheckDB.pl to confirm that Config.pm was configured properly to connect to my database and everything checked out fine. After that I tried going to OTRS to see if it worked. I typed in localhost/otrs/index.pl into my web browser and I received the following error. Software error: Not a CODE reference at C:/OTRS/otrs//Kernel/System/Ticket.pm line 136, <PRODUCT> line 12. For help, please send mail to the webmaster (admin(a)your-domain.com <mailto:admin@your-domain.com> ), giving this error message and the time and date of the error. Any help is much 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

Software error in Ticket.pm
by Dan King 27 Jun '07

27 Jun '07

Hi, I am attempting to run OTRS on a Windows XP computer using Apache and MS SQL. I have setup the database using the MS SQL scripts provided by OTRS, although they needed a few minor changes. I then edited the Config.pm file so OTRS will connect to my MS SQL database. I then ran CheckDB.pl to confirm that Config.pm was configured properly to connect to my database and everything checked out fine. After that I tried going to OTRS to see if it worked. I typed in localhost/otrs/index.pl into my web browser and I received the following error. Software error: Note a CODE reference at C:/OTRS/otrs//Kernel/System/Ticket.pm line 136, <PRODUCT> line 96. Do you have any suggestions? 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] Re: Windows Installation
by Dan King 27 Jun '07

27 Jun '07

Hi Marcus, It would be great if you can provide the modified schema you have for MS SQL. Also where is the one that is provided by OTRS? I have convinced them to use Apache but not MySQL so that seems to be a good option right now. 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 ------------------------------------------------------------------------------------ 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 Marcus Dennis Sent: June 27, 2007 12:00 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Re: Windows Installation If using Windows I would highly recommend using the environment provided as a base in the Windows installer. Once this is installed you can disable undesired services and/or selectively uninstall components. Is there a particular reason you need to use IIS? I am under the impression that getting IIS to support CGI is something of a pain. There are four options I can see: 1) Configure apache to run on another port, and simply link to the OTRS install on apache (http://hostname:newportnum/otrs/index.pl) - Trivial to implement 2) Configure apache to run on another port, and proxy requests to IIS for /otrs to apache. 3) Configure IIS to run on another port, and proxy requests for non-otrs paths to IIS from apache. 4) Configure IIS to invoke perl for CGI. I can provide hints on how to configure apache for each of the first three options, but can provide no insight on configuring IIS for the last three. As for MS SQL, there is a schema provided you can use to create the OTRS database in SQL Server, although minor changes may be needed. If necessary I can provide the modified schema files we are using. You will need to install a database backend package for the database; we chose to use DBD::ODBC. You can install this from the Perl Package Manager; look for ppm.bat in the perl installation. You can then configure the database to use an ODBC DSN created for use with an SQL Server database. Note also that 2.1.7 provides a major stability improvement over 2.1.6; we used the 2.1.7 source package to install the upgrade on top of the 2.1.6 binary install package. Note the schema alterations needed in the readme (VARCHAR(MAX)->TEXT). -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Shawn Beasley Sent: Wednesday, June 27, 2007 3:07 AM To: otrs(a)otrs.org Subject: [otrs] Re: Windows Installation Dan King schrieb: > Hi, > > > > I am trying to install OTRS on my Windows XP Desktop. I want to use IIS > and MS SQL Server though. I started off by unpacking the install file. > It gives me all the files that are used to install otrs and all it's > dependences but since it also installs apache and mysql I can't use it. > > > > The I attempted to install Perl. First I looked at the PerlInstaller.bat > script and noticed I would have to uncomment a few lines out so it asks > me for the directory to install Perl and such. I tried running the > PerlInstaller.bat script. but returned an error. It happens after > copying the files, editing a bunch of text files, and cleaning out the > backups. It then prints to the console > > > > Relocating...Undefined subroutine &main::run called at PerlInstaller.bat > line 163, <$reloc> line 1. > > > > Line 163 looks as follows: > > > > run("\@attrib", "-r", $f); > > > > I'm not sure what is wrong with this line and why it says this. My guess > is that the subroutine run is not define anywhere in the > PerlInstaller.bat file. > > > > Anyone with suggestions would be great 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. > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ Use a linux maschine. alternitavely use a vmware appliance. based on LAMP http://www.vmware.com/vmtn/appliances/directory/591 --Shawn _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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?

1 0

Windows Installation
by Dan King 27 Jun '07

27 Jun '07

Hi, I am trying to install OTRS on my Windows XP Desktop. I want to use IIS and MS SQL Server though. I started off by unpacking the install file. It gives me all the files that are used to install otrs and all it's dependences but since it also installs apache and mysql I can't use it. The I attempted to install Perl. First I looked at the PerlInstaller.bat script and noticed I would have to uncomment a few lines out so it asks me for the directory to install Perl and such. I tried running the PerlInstaller.bat script. but returned an error. It happens after copying the files, editing a bunch of text files, and cleaning out the backups. It then prints to the console Relocating...Undefined subroutine &main::run called at PerlInstaller.bat line 163, <$reloc> line 1. Line 163 looks as follows: run("\@attrib", "-r", $f); I'm not sure what is wrong with this line and why it says this. My guess is that the subroutine run is not define anywhere in the PerlInstaller.bat file. Anyone with suggestions would be great 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.

3 2

New Message/Caching Problem
by Chris Trolitsch 27 Jun '07

27 Jun '07

Hope someone out there can help. Running 2.1.4 (Linux) and for some odd reason my New Message counts are not going down once I either zoom into the ticket to read the response. It only seems to reduce the number if I act upon the ticket/change state etc and sometimes not even then. As a newbie to the OTRS system I am a bit at a loss, I have scowered the docs and last couple months on the list. Thoughts, maybe I am just missing something right in front of me :( Chris Trolitsch - QA/Support Manager with Semotus Systems, Vancouver Division

3 2

Pending on customer
by Steven Carr 27 Jun '07

27 Jun '07

Hi people, Is it possible within OTRS to configure a "pending on customer" e.g. you are waiting for them to do something and get back to you. A bonus would be the ability to send them a "nag" email on a scheduled basis saying that the call is pending on them and sending the message text that was entered into the pending note. Thanks Steve -- Steven Carr Engineer - Khipu Networks Ltd. support(a)khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure --

5 9

Can't see my queues
by Eugene Ventimiglia 27 Jun '07

27 Jun '07

Hello All - I logged into my otrs system today to see no tickets, and on closer examination, realized that I can't see some of my queues. What would determine who can see which queues? --e

5 7

Using Tabed browser & Next Page
by Dave Wojciechowski 27 Jun '07

27 Jun '07

We like to use tabs, the only downside of tabs is that you don't know where your going to end up after clicking save or back. OTRS is tracking the last page you where at based off a db entry, the problem that we run in to is that if we open multi tabs we could be working on a ticket for one customer enter a note click save and be on a totally different ticket. Does anyone have a solution to this? Thanks I'm Wojo

3 6

Hide some queues
by Carlos Oyarzabal 27 Jun '07

27 Jun '07

Hi list, As you know, there are some queues as default (Junk, Postmaster...), all of theme are useful, but I would like to hide from the user customer interface, keeping only the work queues (supportsoft, supporthard, etc). Just hide; the queue must to keep working. Any ideas? Thanks a lot Carlos,

4 5

Viewing all tickets in a queue
by Mark Moore 26 Jun '07

26 Jun '07

Hi, I'm thinking about switching our helpdesk to OTRS, but I have two questions about the web interface. 1) Is it possible to see all tickets in a queue? At present when a ticket in the 'systems' queue is owned by another member, I can't see it. 2) Is is possible to all queues that I'm a member of listed on the same line as the "My Queues" line, regardless of the ticket status in those queues? TIA -- Mark --0- ---------------------------------------------------------------------- Mark Moore UCAR/NCAR/CGD mmoore(a)ucar.edu 1850 Table Mesa Drive (W) 303 497-1338 Boulder, CO 80305 (F) 303 497-1324

4 5

Company Logo in the header
by Jonathon 26 Jun '07

26 Jun '07

I have been trying to insert a image in the header portion of the css.dtl but the image is repeating even though I have the background-repeat set to no-repeat. Has anyone successfully done this?

1 0

How to encrypt a normal password with MD5 or crypter to be valid in OTRS?
by pierre biais 26 Jun '07

26 Jun '07

Hello, I want to insert users into 'otrs.customer_user' but with my own identifiers so I used this php script http://tutorial.riehle-web.com/scripts/show.php?latest=md5crypt to convert a normal password into a md5 encrypted password as used by otrs authentication. Unfortunatelly, I can't generate valid md5 passwords for OTRS, if anyone could help me to understand why, I will be very grateful to you. Many thanks in advance from Paris ;-) _________________________________________________________________ Windows Live Messenger sur i-mode : dialoguez avec vos amis depuis votre mobile comme sur PC ! http://mobile.live.fr/messenger/bouygues/

1 0

Ticket Zoom View
by tatat tanakanok 26 Jun '07

26 Jun '07

In the Example,OTRS's Ticket Zoom View shows only one message in this page. I would like the OTRS's Ticket Zoom View to show all messages in the ticket in one page. How can I do that? Thank you for your help.

2 1

OTRS 2.2 on Debian Etch (Stable)
by Matthew Joyce 26 Jun '07

26 Jun '07

Hi, Can anyone confirm whether or not OTRS v2.2 can run on Debian Etch ? I see there is a v2.2 package in experimental, but I need to run it in stable. http://packages.debian.org/cgi-bin/search_packages.pl?searchon=names&ver sion=all&exact=1&keywords=otrs2 I'm happy to have a crack at installing from source, but I just wondered if anyone had it working. Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

3 2

RE: [otrs] ldap customer auth
by craig＠aronet.com 26 Jun '07

26 Jun '07

Sorry to take so long to reply. I'm afraid I didn't bookmark any URLs but found them all on google.fr with "otrs ldap" - many were in french . . . Here's the Config.pm that works for me - let me know if anything is not clear: # **************************************************** # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # **************************************************** # $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'our.smtp.server'; $Self->{'SendmailModule::Port'} = '25'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'our company'; use locale; Self->{'AdminEmail'} = 'my(a)email.com'; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'LDAP-AD.domain.suffixe'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=suffixe'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=users,dc=domain,dc=suffixe'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'LDAP-AD.domain.suffixe'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=suffixe'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=users,dc=domain,dc=suffixe'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'LDAP-AD.domain.suffixe', # ldap base dn BaseDN => 'dc=domain,dc=suffixe', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=otrs,cn=users,dc=domain,dc=suffixe', UserPw => 'xxxxxxxx', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'uid', CustomerUserListFields => ['userPrincipalName'], CustomerUserSearchFields => ['sAMAccountName', 'sn', 'givenname'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['uid'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'userPrincipalName', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], ], }; $Self->{CustomerUser2} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'sfbelgique.suffixe.world', # ldap base dn BaseDN => 'dc=suffixe,dc=world', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=otrs,cn=users,dc=suffixe,dc=world', UserPw => 'xxxxxxxx', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'uid', CustomerUserListFields => ['userPrincipalName'], CustomerUserSearchFields => ['sAMAccountName','sn', 'givenname'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['uid'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'userPrincipalName', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], ], }; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of "Pussy da Silva Green" <puci.grine(a)gmail.com> Sent: Monday, June 25, 2007 10:26 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] ldap customer auth Hello, I'm having some troubles to configure my OTRS no authenticate the users via LDAP. Can you send me some URLs that guided you and, perhaps, you config files? Cheers, On 6/23/07, craig(a)aronet.com <craig(a)aronet.com> wrote: Hello, I've ldap authentification set up and working perfectly (thanks to all those whose tutorials were available by Google). Now I'd like (but perhaps this is simply not possible ?) to let customers login from another LDAP server (AD actually), I can see them from an admin login but when they try to login it just looks in the first LDAP server (I must point out that these ADs are completely autonomous and unrelated). It would be great if it is possible but even without OTRS is fantastic ! Thanks in advance, Adam _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

2 1

RE: [otrs] ldap customer auth
by Matthew Joyce 25 Jun '07

25 Jun '07

I found this post to be very helpful : http://www.opensubscriber.com/message/otrs@otrs.org/6822335.html Also these : http://www.opensubscriber.com/search?q=otrs+ldap&c=510 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 Pussy da Silva Green Sent: Monday, 25 June 2007 6:26 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] ldap customer auth Hello, I'm having some troubles to configure my OTRS no authenticate the users via LDAP. Can you send me some URLs that guided you and, perhaps, you config files? Cheers, On 6/23/07, craig(a)aronet.com <craig(a)aronet.com> wrote: Hello, I've ldap authentification set up and working perfectly (thanks to all those whose tutorials were available by Google). Now I'd like (but perhaps this is simply not possible ?) to let customers login from another LDAP server (AD actually), I can see them from an admin login but when they try to login it just looks in the first LDAP server (I must point out that these ADs are completely autonomous and unrelated). It would be great if it is possible but even without OTRS is fantastic ! Thanks in advance, Adam _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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] Software error
by Eric Wong 25 Jun '07

25 Jun '07

I notice the same error this morning when I tried to do an email reply to a submitted ticket. Unlike yours, over the weekend, I upgraded from OTRS 2.1.5 to OTRS 2.2.0. I also upgraded available Perl modules. I also checked & DNS lookups are working correctly. In order to get around the issue, I copied: /usr/lib/perl5/site_perl/5.8.8/i686-linux/Net/DNS/Question.pm /usr/lib/perl5/site_perl/5.8.8/i686-linux/Net/DNS/Resolver/Base.pm from previous version before the Perl upgrade. I cloned the system before OTRS upgrade. Now OTRS is working again. So looks like my Perl upgrade actually broke something. I know it is not the best way to fix it, but OTRS is up ;-) Hope this help. Thanks, Eric Silva Costa <SilvaCosta <at> WebHS.pt> writes: > > > Hi All > > > When I try to Reply to a ticket I get > this: > > Software error: > Modification of a read-only value attempted at > /usr/lib/perl5/site_perl/5.8.8/i686-linux/Net/DNS/Question.pm line 47. > > For help, please send mail to the webmaster > (root <at> localhost.localdomain), giving > this error message and the time and date of the error. > > > We have been using OTRS for more than 3 months > now, with no problem. Today we got this, with no aparent motive. > > Does anyone know how to fix this? > > Thank you,Miguel > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.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

Customer Data w/ MSSQL backend
by Brannon Kirsch 25 Jun '07

25 Jun '07

Howdy All, I have an external MS SQL customer backend that OTRS connects to. When I use variables for responses (<OTRS_CUSTOMER_DATA_*>), the agents get a blank "-". Is there a different variable for external data? The map fields seem to be correct since I can pull up customer info in a search. Thank you for your help! --Brannon

1 0

Software error
by Silva Costa 25 Jun '07

25 Jun '07

Hi All When I try to Reply to a ticket I get this: Software error: Modification of a read-only value attempted at /usr/lib/perl5/site_perl/5.8.8/i686-linux/Net/DNS/Question.pm line 47. For help, please send mail to the webmaster (root(a)localhost.localdomain) giving this error message and the time and date of the error. We have been using OTRS for more than 3 months now, with no problem. Today we got this, with no aparent motive. Does anyone know how to fix this? Thank you, Miguel

3 3

Auto Response from email setup
by Raushan Mustafin 25 Jun '07

25 Jun '07

Hi, I have setup an Autoresponse message to be sent to the customers automatically, when a new ticket is created. However, I want it to be sent from email address, other than the "Systemaddress" specified for the queue. I created another email address in the system and specified it in the "Auto Response From:" field in when setting up the Autoresponse. The Autoresponse is working but it is still sending emails from the "Systemaddress" and not the "Auto Response From:" email address. Could you please advise how I can resolve this? Many thanks! Raushan _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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 customer auth
by craig＠aronet.com 25 Jun '07

25 Jun '07

Hello, I've ldap authentification set up and working perfectly (thanks to all those whose tutorials were available by Google). Now I'd like (but perhaps this is simply not possible ?) to let customers login from another LDAP server (AD actually), I can see them from an admin login but when they try to login it just looks in the first LDAP server (I must point out that these ADs are completely autonomous and unrelated). It would be great if it is possible but even without OTRS is fantastic ! Thanks in advance, Adam

2 1

Give Customer FAQ admin rights.
by Emily Flynn 25 Jun '07

25 Jun '07

Hi all, I have the FAQ console set up on our OTRS, but I'd like to be able to give some of our customers admin rights to the FAQ. Is there a way I can do this? thanks Kind Regards, Emily

2 1

Aditional packages for otrs 2.2.0
by Jesús M. Navarro 24 Jun '07

24 Jun '07

Hi all: I'd want to test the Calendar and FAQ modules on my 2.2.0 install, but I can't find them. Where can I find it? Or is it that there won't be adittional modules till 2.2.0 becomes stable (I don't think so since the demo site does load them)? Oh! and by the way... is there any docs about those modules admin and usage? -- 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

2 2

Adding a custom logo to the FrontEnd
by Jon 24 Jun '07

24 Jun '07

I need to add a Company Logo to the Frontend(Login, and above the navigation bar), does anyone know where to put the reference? I am using OTRS 2.1.7 on Redhat.

2 3

FAQ Issues
by Paul O'Neill - Valista 23 Jun '07

23 Jun '07

We have been using OTRS for 4 years now and have grwon with it :-) In the past we have used the FAQ feature briefly but now we would likt to pick it up again. We had FAQ installed from a very early version and our admins used the package installer to install the latest one. The install was sucessful but now we have 2 FAQ icons. One allows to access the latest and greatest FAQ (which looks great) but the second gives the message: Can't locate object method "Run" via package "Kernel::Modules::FAQ" at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfaceAgent.pm line 670. How can I get rid of the old and now bogus FAQ from the system help appreciated thanks paul....

1 0

RE: [otrs] Installing perl with PerlInstaller.batfromWindowsOTRSinstaller
by Dan King 23 Jun '07

23 Jun '07

I was uninstalling the installation executable. I need to install OTRS on windows but I have to use IIS and Microsoft SQL Server. I haven't been able to find any documentation on how to do but the admin documentation does say OTRS will run using IIS and SQL Server. If anyone is of any help that would be great! Thanks 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 Greg Horne Sent: June 22, 2007 5:00 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Installing perl with PerlInstaller.batfromWindowsOTRSinstaller My bad, looked at your message again and relized how dumb I sounded. I run off of Linux but went and looked at the lastest installation notes from otrs.org Installing OTRS on a Microsoft Window system is very easy. Download the latest installer for Win32 from http://www.otrs.org and save the file to your local file system. Then simply click on the file to execute the installer. Follow the few installation steps to setup the system, after installation you should be able to login as OTRS administrator. Important The Win32 installer for OTRS contains all needed components for the trouble ticket system. That means, that also the apache2 web server, the MySQL database server, perl with all needed modules and cron for Windows will be installed. For that reason you should only install OTRS on Windows systems that don't already have apache2 or another web server and MySQL installed. ****** Looked at the download from OTRS and its a exe file. So I would think that that was the installation executable? What file are you unzipping or does the exe create the zip? Wish I was more help. Greg Horne geh gehorne -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Dan King Sent: Friday, June 22, 2007 4:32 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Installing perl with PerlInstaller.bat fromWindowsOTRSinstaller Nope, I am running the PerlInstaller.bat file that can be found if you unzip the windows installer file. 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 Greg Horne Sent: June 22, 2007 4:30 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Installing perl with PerlInstaller.bat from WindowsOTRSinstaller Just for my clarification, are you running as http://localhost/otrs/installer.pl ? Greg Horne geh gehorne -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Dan King Sent: Friday, June 22, 2007 4:02 PM To: otrs(a)otrs.org Subject: [otrs] Installing perl with PerlInstaller.bat from Windows OTRSinstaller I am trying to run the PerlInstaller script that can be unpacked from the Windows installer. When I run it I seem to have problems compiling the file c:\Perl\bin\config.pl. I receive the following error: System starts here syntax error at C:/Perl/lib/File/Basename.pm line 213, near "C:" syntax error at C:/Perl/lib/File/Basename.pm line 218, near "C:" syntax error at C:/Perl/lib/File/Basename.pm line 220, near "C:" No such class C at C:/Perl/lib/File/Basename.pm line 281, near "my C" syntax error at C:/Perl/lib/File/Basename.pm line 281, near "my C:" syntax error at C:/Perl/lib/File/Basename.pm line 285, near "C:" syntax error at C:/Perl/lib/File/Basename.pm line 288, near "C:" syntax error at C:/Perl/lib/File/Basename.pm line 291, near "C:" Global symbol "$type" requires explicit package name at C:/Perl/lib/File/Basename.pm line 293. Global symbol "$type" requires explicit package name at C:/Perl/lib/File/Basename.pm line 296. Global symbol "$type" requires explicit package name at C:/Perl/lib/File/Basename.pm line 303. Global symbol "$type" requires explicit package name at C:/Perl/lib/File/Basename.pm line 310. syntax error at C:/Perl/lib/File/Basename.pm line 324, near "}" C:/Perl/lib/File/Basename.pm has too many errors. Compilation failed in require at C:\Perl\bin\config.pl line 10. BEGIN failed--compilation aborted at C:\Perl\bin\config.pl line 10. Couldn't config C:\Perl/bin/perl.exe C:\Perl\lib\config.pm: at PerlInstaller.bat line 221, <$reloc> line 68. Line 10 in the config.pl file is as below: use File::Basename qw(dirname); Does anyone have any suggestions? 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

need httpd.conf file
by Support 22 Jun '07

22 Jun '07

Hi, Can someone send me their OTRS httpd.conf file? I need to restore the httpd.conf file to the original version. Thanks, greg

2 3

Changing "service" for a ticket
by Jesús M. Navarro 22 Jun '07

22 Jun '07

Hi all: I'm testing OTRS 2.2. Once a ticket is created under a "service" it doesn't seem to be a way to change it through the web interface. Is that true? Any workaround. -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro(a)andago.com

1 0

RE: [otrs] Installing perl with PerlInstaller.bat from WindowsOTRSinstaller
by Dan King 22 Jun '07

22 Jun '07

Nope, I am running the PerlInstaller.bat file that can be found if you unzip the windows installer file. 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 Greg Horne Sent: June 22, 2007 4:30 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Installing perl with PerlInstaller.bat from WindowsOTRSinstaller Just for my clarification, are you running as http://localhost/otrs/installer.pl ? Greg Horne geh gehorne -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Dan King Sent: Friday, June 22, 2007 4:02 PM To: otrs(a)otrs.org Subject: [otrs] Installing perl with PerlInstaller.bat from Windows OTRSinstaller I am trying to run the PerlInstaller script that can be unpacked from the Windows installer. When I run it I seem to have problems compiling the file c:\Perl\bin\config.pl. I receive the following error: System starts here syntax error at C:/Perl/lib/File/Basename.pm line 213, near "C:" syntax error at C:/Perl/lib/File/Basename.pm line 218, near "C:" syntax error at C:/Perl/lib/File/Basename.pm line 220, near "C:" No such class C at C:/Perl/lib/File/Basename.pm line 281, near "my C" syntax error at C:/Perl/lib/File/Basename.pm line 281, near "my C:" syntax error at C:/Perl/lib/File/Basename.pm line 285, near "C:" syntax error at C:/Perl/lib/File/Basename.pm line 288, near "C:" syntax error at C:/Perl/lib/File/Basename.pm line 291, near "C:" Global symbol "$type" requires explicit package name at C:/Perl/lib/File/Basename.pm line 293. Global symbol "$type" requires explicit package name at C:/Perl/lib/File/Basename.pm line 296. Global symbol "$type" requires explicit package name at C:/Perl/lib/File/Basename.pm line 303. Global symbol "$type" requires explicit package name at C:/Perl/lib/File/Basename.pm line 310. syntax error at C:/Perl/lib/File/Basename.pm line 324, near "}" C:/Perl/lib/File/Basename.pm has too many errors. Compilation failed in require at C:\Perl\bin\config.pl line 10. BEGIN failed--compilation aborted at C:\Perl\bin\config.pl line 10. Couldn't config C:\Perl/bin/perl.exe C:\Perl\lib\config.pm: at PerlInstaller.bat line 221, <$reloc> line 68. Line 10 in the config.pl file is as below: use File::Basename qw(dirname); Does anyone have any suggestions? 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

Installing perl with PerlInstaller.bat from Windows OTRS installer
by Dan King 22 Jun '07

22 Jun '07

I am trying to run the PerlInstaller script that can be unpacked from the Windows installer. When I run it I seem to have problems compiling the file c:\Perl\bin\config.pl. I receive the following error: System starts here syntax error at C:/Perl/lib/File/Basename.pm line 213, near "C:" syntax error at C:/Perl/lib/File/Basename.pm line 218, near "C:" syntax error at C:/Perl/lib/File/Basename.pm line 220, near "C:" No such class C at C:/Perl/lib/File/Basename.pm line 281, near "my C" syntax error at C:/Perl/lib/File/Basename.pm line 281, near "my C:" syntax error at C:/Perl/lib/File/Basename.pm line 285, near "C:" syntax error at C:/Perl/lib/File/Basename.pm line 288, near "C:" syntax error at C:/Perl/lib/File/Basename.pm line 291, near "C:" Global symbol "$type" requires explicit package name at C:/Perl/lib/File/Basename.pm line 293. Global symbol "$type" requires explicit package name at C:/Perl/lib/File/Basename.pm line 296. Global symbol "$type" requires explicit package name at C:/Perl/lib/File/Basename.pm line 303. Global symbol "$type" requires explicit package name at C:/Perl/lib/File/Basename.pm line 310. syntax error at C:/Perl/lib/File/Basename.pm line 324, near "}" C:/Perl/lib/File/Basename.pm has too many errors. Compilation failed in require at C:\Perl\bin\config.pl line 10. BEGIN failed--compilation aborted at C:\Perl\bin\config.pl line 10. Couldn't config C:\Perl/bin/perl.exe C:\Perl\lib\config.pm: at PerlInstaller.bat line 221, <$reloc> line 68. Line 10 in the config.pl file is as below: use File::Basename qw(dirname); Does anyone have any suggestions? 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

External Customer DB & Customer info Zoom
by Brannon Kirsch 22 Jun '07

22 Jun '07

Hello, I am just testing out OTRS and have successfully connected it to our existing MS SQL customer database. The only problem I am running into is that the "Customer Info:" area of Tickets (Zoom, New Email, New Phone) is blank. The customer ID is populated correctly and I can search for customers to get their info, send them email, ect. Also, possibly related, after a search for customers; I click on a customer and access the "Customer User Management" screen. All of the fields are blank. I have set the MS SQL table as read only, set the always show in the table mapping, and display info on the ticket front end selection. Any ideas? Thank you for your help! -Brannon Used field in my Config.pm # Ticket::Frontend::CustomerInfo* # (show customer user info on Compose (Phone and Email), Zoom and # Queue view) $Self->{'Ticket::Frontend::CustomerInfoCompose'} = 1; $Self->{'Ticket::Frontend::CustomerInfoZoom'} = 1; $Self->{'Ticket::Frontend::CustomerInfoQueue'} = 1; #---- ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link,$ # [ 'UserSalutation', 'null', 'salutation', 1, 0, 'var', 0, 1], [ 'UserFirstname', 'myfirstname', ' myfirstname ', 1, 1, 'var', 0, 1], [ 'UserLastname', 'mylastname', ' mylastname ', 1, 1, 'var', 0, 1], [ 'UserLogin', 'Username', 'Username', 1, 1, 'var', 0, 1], [ 'UserPassword', 'Password', 'Password', 1, 1, 'var', 0, 1], [ 'UserEmail', 'Email', 'Email', 1, 1, 'var', 0, 1], # [ 'UserPhone', 'Phone', 'Phone', 1, 0, 'var', 0, 1], # [ 'UserEmail', 'Email', 'email', 0, 1, # 'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID =$Data{"Ticke$ [ 'UserCustomerID', 'mycustomerid', ' mycustomerid ', 1, 1, 'var', 0, 1], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Notes', 'Notes', 1, 0, 'var', 0, 1], # [ 'ValidID', 'null', 'valid_id', 0, 1, 'int', '', 0 ], ],

1 0

Wide character in syswrite at /usr/local/lib/perl5/site_perl/5.8.8/Net/Cmd.pm line 440.
by o o 22 Jun '07

22 Jun '07

Subject line says it all. Happened a few times in 2.2beta4 and just happened now after upgrading to rc1. Happens after clicking 'Create' from the new ticket window, although the ticket is created anyways. Any thoughts? System is a FreeBSD 6.2 box with all perl modules installed from ports. ____________________________________________________________________________________ Food fight? Enjoy some healthy debate in the Yahoo! Answers Food & Drink Q&A. http://answers.yahoo.com/dir/?link=list&sid=396545367

1 0

OTRS Webinterface + OpenLDAP
by Pussy da Silva Green 22 Jun '07

22 Jun '07

Hi. It is possivel do add/update customers from the webinterface to a ldap backend? Do we need to add a schema file to the slapd.conf file? Cumps, Paulo Gustavoide Bobó da Silva

1 0

ticket lock and responsible feature questions
by Gabriele D'Andrea 22 Jun '07

22 Jun '07

Hello, I've got two questions 1) I disabled ticket locking for all agents' actions. Is this somewhat dangerous, enabling two agents working together on the same ticket? What could happen if two agents edit the same ticket at the same time? 2) What is the responsible feature, what's its purpose and how it works? Thanks in advance -- Gabriele D'Andrea

2 4

Service Values not available after upgrade from 2.2beta4 to 2.2rc1
by o o 22 Jun '07

22 Jun '07

I was using 2.2beta4 for a few days with no problems. I had a few service fields defined and used them in tickets without any problems. I upgraded to rc1 yesterday, and now the services I had entered aren't showing up in the pulldown during ticket creation. I checked services via the admin interface, and all the services I had defined are still there and marked valid. I have the option to use services enabled in the config. I just can't select any of them during ticket creation. The service field only shows "-". Perhaps it was my upgrade steps. I used the 'backup.pl' script to make a backup. Then I untarred the rc1 file and copied the contents over my beta4 installation. Then I copied the config files (from the backup) back and I restarted apache. Any thoughts? ____________________________________________________________________________________ Moody friends. Drama queens. Your life? Nope! - their life, your story. Play Sims Stories at Yahoo! Games. http://sims.yahoo.com/

1 0

otrs-2.2.0-rc1 gnupg
by Simon Pearce 22 Jun '07

22 Jun '07

Hi, I am looking for some help with otrs-2.2.0-rc1 and gnupg. I setup the new otrs-2.2.0-rc1 to give the OTRS::ITSM module a try. One of the things i need to use is gnupg to encrypt outgoing mails which works fine with my running Otrs 2.1.7. With the new version i recieve the following error message when i try to use inline signatures Got no MainObject! at /opt/otrs-2.2.0//Kernel/System/Crypt.pm line 82. I would be grateful for any suggestions or help in any way. Thanks regards Simon

1 0

Installing on SBS 2003 with IIS and SQL Server 2005
by Dan King 22 Jun '07

22 Jun '07

Hi, I have installed OTRS successfully on a Windows 2003 desktop using Apache and MySQL just to test out the functionality and allow my boss to see the capabilities of the project. Although my project requires it to run on SBS 2003 using IIS and SQL Server. Does anyone have documentation or hints guiding the setup process for this? Also, do you know of any issues if Apache and MySQL were installed on a SBS 2003 that has IIS and SQL Server running on it? 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

Stats and reports
by Matthew Joyce 22 Jun '07

22 Jun '07

Hi, I'm evaluating v2.0.4 on Debian Etch, and I can't see any option for reporting or stats. Is there any reporting features, or is that something people work out for them selves from the database ? Thanks Matt

4 3

Auto Response from email setup
by Raushan Mustafin 21 Jun '07

21 Jun '07

Hi, I have setup an Autoresponse message to be sent to the customers automatically, when a new ticket is created. However, I want it to be sent from email address, other than the "Systemaddress" specified for the queue. I created another email address in the system and specified it in the "Auto Response From:" field in when setting up the Autoresponse. The Autoresponse is working but it is still sending emails from the "Systemaddress" Could you please advise how I can resolve this? Many thanks! Raushan

1 0

Email in html format...
by Postmaster ＠ I Viaggi dell'Airone 21 Jun '07

21 Jun '07

My clients require me to send email in HTML format from frontend. It's possible send email in HTML format with an editor i.e. FCKEditor or similar? How I can do it? Thank's Goffredo Morvillo

1 0

I dont get notifications when a Customer sends email into otrs,
by Friedrich Nietzsche 20 Jun '07

20 Jun '07

I dont get notifications when a Customer sends email into otrs it does work when a Customer sends a ticket from the webinterface, then I get a notification. I have "Send me a notification if there is a new ticket in "My Queues". " enabled and I've set my queses to include every que. _________________________________________________________________ Se artisterna uppträda för en grön planet http://liveearth.se.msn.com/

1 0

Problem with timesettings in statistic module
by Andreas Stiegler 20 Jun '07

20 Jun '07

Hi. I have a problem with the statistic module in OTRS 2.1.2: If I enter a Time for my statistic (unfixed time for "ticket created"), the system ignores the timechange. The statistic is always generated for the maximum timeperiode configured in the presettings of the statistic. If I use the calendar to change the date, the new date is not transfered to the config. In other areas of the OTRS this function is working fine. So at the moment I have to change the timeperiode for the statistics by edditing the statistic presettings (maximum allowed timeperiode). Where may the reason for this problem be found? Thank you for your answers, A.Stiegler -- Psssst! Schon vom neuen GMX MultiMessenger gehört? Der kanns mit allen: http://www.gmx.net/de/go/multimessenger

1 0

Problem with a Script to update a CustomerUser.
by kekieres 20 Jun '07

20 Jun '07

Hi, I want to update the OTRS CustomerUser with the users of a portal and don't want to "link" directly OTRS to the portal database to look for customerusers. I'm writting a PERL script to do it, using the functions in: ~otrs/Kernel/System/CustomerUser.pm There it is said that: -------------------extract------------------- =item CustomerUserUpdate() to update customer users $CustomerUserObject->CustomerUserUpdate( Source => 'CustomerUser', # CustomerUser source config UserLogin => 'mhuber', UserFirstname => 'Huber', UserLastname => 'Manfred', UserPassword => 'some-pass', # not required UserEmail => 'email(a)example.com', ValidID => 1, UserID => 123, ); =cut ---------------end of extract--------------- I'm having problems. My testing is the following, I do create a dummy CustomerUser withe the function with function CustomerUserAdd() (with the same parameter from the example in the coments of the CustomerUser.pm file) and then I'm trying to update with the above function is not working. I'm geting en error saying: --------------------- log ---------------- ERROR: ?LogPrefix?-99 Perl: 5.8.5 OS: linux Time: Wed Jun 20 13:32:28 2007 Message: Need UserCustomerID! Traceback (25134): Module: Kernel::System::CustomerUser::DB::CustomerUserUpdate (v1.42.2.1) Line: 405 Module: Kernel::System::CustomerUser::CustomerUserUpdate (v1.28) Line: 329 Module: prueba.pl (v1.0) Line: 69 ------------------- end log ---------------- Can someone put a bit of light? One of my doubts is also what the developper is refering with "Source => 'CustomerUser'". do I have to change that? Or is there a bug? Thanks, Rafa PS:

1 0

Trying to find out the time taken to close a ticket
by Gabriele D'Andrea 20 Jun '07

20 Jun '07

I'm trying to make a custom report that can tell me, for every ticket, the amount of time taken to close the ticket. Since I can't find a module to do that, i'm trying to query mysql to extract data I need. But I'm not sure it's possible to retrieve the exact date when a ticket was closed using only mysql. Tickets are stored in the TICKET table, linked to the TICKET_HISTORY table, that stores all the events regarding the tickets (e.g. ticket close, follow-up, note etc.) Then the TICKET_HISTORY table is linked to the TICKET_HISTORY_TYPE table, that stores all the possible events. Since it's possible to edit the ticket after it's been closed, there are many occurences of CLOSED states in the ticket_history for the same ticket. I should check for the action that made the ticket close, but it's not possible to determine which of the many ticket_history_type determined the closing. I could select the first occurrence of CLOSED in TICKET_HISTORY, but what if the ticket was closed, then reopend, then closed again? I my reasoning right or am I missing something? -- Gabriele D'Andrea

7 14

Re: [otrs] Statistic extensions (considering TimeWorkingHours)
by Gabriele D'Andrea 20 Jun '07

20 Jun '07

Hi Alex, I'm sorry to bother you once again. I'm trying to figure out what exactly your stats mean: I guess they report every state change to a given state: i.e.: I'm interested in knowing the time needed to close a ticket, so I created a new State_Changes_Specific report, which shows all "closed succesfully" tickets. That's the report generated in a test environment State_Changes_Specific 2007-05 closed successful stampato da Admin OTRS (root@localhost) 18/06/2007 06:53:11 next state Ticket# Customer# 24hdiff Servicediff pending reminder 2007051710000035 FATER 0.01 0.02 open 2007051710000035 FATER 0.02 0.03 open 2007051510000128 ecohmedia 0.03 0.03 open 2007051610000055 0.10 0,10 open 2007051610000055 17.33 6.93 What I realised, is that each row represents a ticket closing, right? What I can't understand very well, is: - next state: what does it exactly mean? maybe the previous state before the closing? - 24hdiff & Servicediff: what time interval does it refer to? and in what time unit?days? Thank you for your patience :P Gabriele ----- Original Message ----- From: "Alexander Scholler" <alexander.scholler(a)augsburg.de> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: Monday, June 18, 2007 8:20 AM Subject: Re: [otrs] Statistic extensions (considering TimeWorkingHours) Hi Gabriele, 24hdiff is the time-gap calculated with 24h a day. Servicediff is the time-gap calculated only within the Service-hours. Bye, Alex Gabriele D'Andrea schrieb: > Hi Alex, > I've made the changes you suggested and now it works. > However, I've not understood what the stats exctly mean: > what are 24hdiff and Servicediff? > > Gabriele > > > ----- Original Message ----- From: "Gabriele D'Andrea" > <gabriele.dandrea(a)ecohmedia.com> > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Sent: Saturday, June 16, 2007 2:46 PM > Subject: Re: [otrs] Statistic extensions (considering TimeWorkingHours) > > >> Hi Alex, >> Thank you for your help, I'll give ti a try as soon as i come back to >> work >> >> Gabriele >> >> ----- Original Message ----- From: "Alexander Scholler" >> <alexander.scholler(a)augsburg.de> >> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >> Sent: Thursday, June 14, 2007 7:51 AM >> Subject: Re: [otrs] Statistic extensions (considering TimeWorkingHours) >> >> >> Hi Gariele, >> >> Gabriele D'Andrea schrieb: >>> Hi, I tried the modules you have developed: >>> >>> I updated the file ~/Kernel/Config/Files/Ticket.xml, inseting the >>> code for Ticket::StatsOwn4 and Ticket::StatsOwn5 at the end of file , >>> just over </otrs_config> >>> >>> Then I put the files State_Changes.pm and State_Changes_Specific.pm >>> in the directory ~/Kernel/System/Stats/ >>> But I can't see any changes! >>> Have I done something wrong? >>> Can you please explain better what your modules should do? >>> Thank you >>> Gabriele >> >> The steps you did are necessary for OTRS v2.0.x >> >> In OTRS v2.1, there are some (good) changes in applying >> statistic-extensions. >> >> The *.pm-extension-files (e.g. State_Changes.pm) must be stored in >> ~otrs/Kernel/Systems/Stats/Static/. >> (remember to change the package-name within the file!). >> >> Then, create a new statistic within the GUI. >> Instead of using the dynamic object "ticket", you now can choose the >> extension-file. >> You new statistic is available directly after processing the 1st of the >> indicated 4 steps (you need all the 4 steps only for the dynamic object). >> >> If you have problems, please desribe them very specific. >> >> Bye, Alex >> >>> >>> >>> Alexander Scholler wrote: >>> Wed, 17 May 2006 01:17:21 -0700 >>> Hi all, >>> >>> >>> often discussed on the lists (english as well as german): the >>> availability of statistic extensions on OTRS. >>> I now wrote some extensions posted in this mail. >>> >>> This is the approach I followed: >>> >>> >>> 1) Basically I had to understand the DB-schema >>> ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png >>> >>> 2) Then I did some pure SQL statistic analysis within OpenOffice Base >>> with JDBC-bridge to the MySQL-DB (note: this Base-DB can be used >>> excellently under Windows and Linux! - try this with M$-Office). >>> >>> 2a) The problem is that TimeDifferences (eg. how long did it takes to >>> act on a new ticket) are always calculated hard, meaning >>> "DateWhenActing minus DateWhenNew" is not really a good measurement >>> because the support time of the service desk team is not considered. >>> The gap in seconds within the support time (defined in >>> TimeWorkingHours and others on OTRS) can be calculated within OTRS >>> through Kernel::System::Time->WorkingHours, see >>> http://dev.otrs.org/2.0/Kernel/System/Time.html#item_workingtime >>> (sorry for that syntax, I'm not a perl expert). >>> >>> So I had to bring my Base-SQL-statements into the OTRS statistic >>> framework to use the time-function provided by OTRS. >>> >>> 2b) I took ~/Kernel/Systems/Stats/* as templates and created my own >>> extensions. >>> Some of them are attached to this mail. >>> >>> You have to copy the *.pm-Files to the proper location and extend >>> your ~/Kernel/Config/Files/Ticket.xml (to let OTRS know that there >>> are extensions). >>> Would you please give me feedback >>> * if the SQL-statements are correct >>> * if the work I've done follows the right way >>> >>> >>> I think many of you have waited for the statistics I provide. If you >>> extend my statistics, please also publish your work done. Consider >>> that changes you make to statistics don't affect if UseResultCache = >>> 1. WriteCache on State_Changes_Specific.pm could be applied due to >>> the logic, but cache-distinction upon different selected states is >>> not supplied by OTRS (it only considers Month and Year). >>> Sorry about the german/english-mix used within the files. >>> >>> Now, some questions coming up during my work: >>> >>> I) In Status_Changes.pm the code does >>> * make the sql-query >>> * calculate time within support time >>> * does some data-grouping through perl >>> >>> The problem is that I had to expensively (for me!) code the >>> data-grouping in perl. MySQL could do this job much better and more >>> efficient. But how can the WorkingHours-function of OTRS be brought >>> to MySQL? Ia) by writing an MySQL stored-procedure/function, first >>> available on v5.0. The problem with this approach is that the >>> service-time must be maintained in OTRS and in the MySQL-function => >>> this could be done in further OTRS version through OTRS itself with >>> it's DB-access. Ib) by giving the modified time data from OTRS back >>> to MySQL. Out of OTRS a temporary table could be created which would >>> be filled with the modified time data through OTRS. Data-analyses >>> (e.g. grouping) could be done on this table. >>> What do you think about these approaches? >>> >>> II) I wanted to do some modification over all statistics. >>> >>> So I edited ~/Kernel/Modul/SystemStats.pm. But I couldn't notice any >>> output-changes upon code changes (beside wrong syntax: this was >>> reported by an error). Where or how must the statistic output module >>> be edited? >>> Bye, Alex >>> >>> State_Changes.pm >>> Description: Perl program >>> State_Changes_Specific.pm >>> Description: Perl program >>> <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn4" Required="0" >>> Valid="1"> >>> <Description Lang="en">duration of states</Description> >>> <Description Lang="de">Dauer der Stati</Description> >>> <Group>Ticket</Group> >>> <SubGroup>Core::Stats</SubGroup> >>> <Setting> >>> <Hash> >>> <Item Key="Name">Status-Verweildauer</Item> >>> <Item >>> Key="Module">Kernel::System::Stats::State_Changes</Item> >>> <Item Key="Desc">Gibt an, wie lange die einzelnen Stati >>> bestehen bleiben. Es werden alle Stati betrachtet, die innerhalb des >>> gewuenschten Zeitraumes beendet wurden.</Item> >>> <Item Key="UseResultCache">1</Item> >>> <Item Key="Output"> >>> <Array> >>> <Item>Print</Item> >>> <Item>CSV</Item> >>> </Array> >>> </Item> >>> <Item Key="OutputDefault">Print</Item> >>> </Hash> >>> </Setting> >>> </ConfigItem> >>> <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn5" Required="0" >>> Valid="1"> >>> <Description Lang="en">duration of specific state</Description> >>> <Description Lang="de">Dauer eines speziellen >>> Status</Description> >>> <Group>Ticket</Group> >>> <SubGroup>Core::Stats</SubGroup> >>> <Setting> >>> <Hash> >>> <Item Key="Name">Status-Verweildauer (spezifische >>> Einzelbetrachtung)</Item> >>> <Item >>> Key="Module">Kernel::System::Stats::State_Changes_Specific</Item> >>> <Item Key="Desc">Zeigt alle Verweildauern des >>> ausgewÃ¤hlten >>> Status a. (Status muss im ausgewaehlten Monat abgeschlossen worden >>> sein.</Item> >>> <Item Key="UseResultCache">0</Item> >>> <Item Key="Output"> >>> <Array> >>> <Item>Print</Item> >>> <Item>CSV</Item> >>> </Array> >>> </Item> >>> <Item Key="OutputDefault">Print</Item> >>> </Hash> >>> </Setting> >>> </ConfigItem> >>> >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.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/ >> equest(a)otrs.org?subject=subscribe> >> List-Archive: <http://lists.otrs.org/pipermail/otrs> >> List-Post: <mailto:otrs@otrs.org> >> List-Help: <mailto:otrs-request@otrs.org?subject=lp> >> List-Subscribe: <http://lists.otrs.org/cgi-bin/listinfo/otrs>, >> <mailto:otrs-request@otrs.org?subject=bscribe> >> Sender: otrs-bounces(a)otrs.org >> Errors-To: otrs-bounces(a)otrs.org >> X-Spam-Rating: mxavas3.alicom.com 1.6.2 0/1000/N >> >> Hi Gariele, >> >> Gabriele D'Andrea schrieb: >>> Hi, I tried the modules you have developed: >>> >>> I updated the file ~/Kernel/Config/Files/Ticket.xml, inseting the >>> code for Ticket::StatsOwn4 and Ticket::StatsOwn5 at the end of file , >>> just over </otrs_config> >>> >>> Then I put the files State_Changes.pm and State_Changes_Specific.pm >>> in the directory ~/Kernel/System/Stats/ >>> But I can't see any changes! >>> Have I done something wrong? >>> Can you please explain better what your modules should do? >>> Thank you >>> Gabriele >> >> The steps you did are necessary for OTRS v2.0.x >> >> In OTRS v2.1, there are some (good) changes in applying >> statistic-extensions. >> >> The *.pm-extension-files (e.g. State_Changes.pm) must be stored in >> ~otrs/Kernel/Systems/Stats/Static/. >> (remember to change the package-name within the file!). >> >> Then, create a new statistic within the GUI. >> Instead of using the dynamic object "ticket", you now can choose the >> extension-file. >> You new statistic is available directly after processing the 1st of the >> indicated 4 steps (you need all the 4 steps only for the dynamic object). >> >> If you have problems, please desribe them very specific. >> >> Bye, Alex >> >>> >>> >>> Alexander Scholler wrote: >>> Wed, 17 May 2006 01:17:21 -0700 >>> Hi all, >>> >>> >>> often discussed on the lists (english as well as german): the >>> availability of statistic extensions on OTRS. >>> I now wrote some extensions posted in this mail. >>> >>> This is the approach I followed: >>> >>> >>> 1) Basically I had to understand the DB-schema >>> ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png >>> >>> 2) Then I did some pure SQL statistic analysis within OpenOffice Base >>> with JDBC-bridge to the MySQL-DB (note: this Base-DB can be used >>> excellently under Windows and Linux! - try this with M$-Office). >>> >>> 2a) The problem is that TimeDifferences (eg. how long did it takes to >>> act on a new ticket) are always calculated hard, meaning >>> "DateWhenActing minus DateWhenNew" is not really a good measurement >>> because the support time of the service desk team is not considered. >>> The gap in seconds within the support time (defined in >>> TimeWorkingHours and others on OTRS) can be calculated within OTRS >>> through Kernel::System::Time->WorkingHours, see >>> http://dev.otrs.org/2.0/Kernel/System/Time.html#item_workingtime >>> (sorry for that syntax, I'm not a perl expert). >>> >>> So I had to bring my Base-SQL-statements into the OTRS statistic >>> framework to use the time-function provided by OTRS. >>> >>> 2b) I took ~/Kernel/Systems/Stats/* as templates and created my own >>> extensions. >>> Some of them are attached to this mail. >>> >>> You have to copy the *.pm-Files to the proper location and extend >>> your ~/Kernel/Config/Files/Ticket.xml (to let OTRS know that there >>> are extensions). >>> Would you please give me feedback >>> * if the SQL-statements are correct >>> * if the work I've done follows the right way >>> >>> >>> I think many of you have waited for the statistics I provide. If you >>> extend my statistics, please also publish your work done. Consider >>> that changes you make to statistics don't affect if UseResultCache = >>> 1. WriteCache on State_Changes_Specific.pm could be applied due to >>> the logic, but cache-distinction upon different selected states is >>> not supplied by OTRS (it only considers Month and Year). >>> Sorry about the german/english-mix used within the files. >>> >>> Now, some questions coming up during my work: >>> >>> I) In Status_Changes.pm the code does >>> * make the sql-query >>> * calculate time within support time >>> * does some data-grouping through perl >>> >>> The problem is that I had to expensively (for me!) code the >>> data-grouping in perl. MySQL could do this job much better and more >>> efficient. But how can the WorkingHours-function of OTRS be brought >>> to MySQL? Ia) by writing an MySQL stored-procedure/function, first >>> available on v5.0. The problem with this approach is that the >>> service-time must be maintained in OTRS and in the MySQL-function => >>> this could be done in further OTRS version through OTRS itself with >>> it's DB-access. Ib) by giving the modified time data from OTRS back >>> to MySQL. Out of OTRS a temporary table could be created which would >>> be filled with the modified time data through OTRS. Data-analyses >>> (e.g. grouping) could be done on this table. >>> What do you think about these approaches? >>> >>> II) I wanted to do some modification over all statistics. >>> >>> So I edited ~/Kernel/Modul/SystemStats.pm. But I couldn't notice any >>> output-changes upon code changes (beside wrong syntax: this was >>> reported by an error). Where or how must the statistic output module >>> be edited? >>> Bye, Alex >>> >>> State_Changes.pm >>> Description: Perl program >>> State_Changes_Specific.pm >>> Description: Perl program >>> <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn4" Required="0" >>> Valid="1"> >>> <Description Lang="en">duration of states</Description> >>> <Description Lang="de">Dauer der Stati</Description> >>> <Group>Ticket</Group> >>> <SubGroup>Core::Stats</SubGroup> >>> <Setting> >>> <Ha >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support or consulting for your OTRS system? >> => http://www.otrs.com/ >>> >>> <Item Key="Name">Status-Verweildauer</Item> >>> <Item >>> Key="Module">Kernel::System::Stats::State_Changes</Item> >>> <Item Key="Desc">Gibt an, wie lange die einzelnen Stati >>> bestehen bleiben. Es werden alle Stati betrachtet, die innerhalb des >>> gewuenschten Zeitraumes beendet wurden.</Item> >>> <Item Key="UseResultCache">1</Item> >>> <Item Key="Output"> >>> <Array> >>> <Item>Print</Item> >>> <Item>CSV</Item> >>> </Array> >>> </Item> >>> <Item Key="OutputDefault">Print</Item> >>> </Hash> >>> </Setting> >>> </ConfigItem> >>> <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn5" Required="0" >>> Valid="1"> >>> <Description Lang="en">duration of specific state</Description> >>> <Description Lang="de">Dauer eines speziellen >>> Status</Description> >>> <Group>Ticket</Group> >>> <SubGroup>Core::Stats</SubGroup> >>> <Setting> >>> <Hash> >>> <Item Key="Name">Status-Verweildauer (spezifische >>> Einzelbetrachtung)</Item> >>> <Item >>> Key="Module">Kernel::System::Stats::State_Changes_Specific</Item> >>> <Item Key="Desc">Zeigt alle Verweildauern des >>> ausgewÃ¤hlten >>> Status a. (Status muss im ausgewaehlten Monat abgeschlossen worden >>> sein.</Item> >>> <Item Key="UseResultCache">0</Item> >>> <Item Key="Output"> >>> <Array> >>> <Item>Print</Item> >>> <Item>CSV</Item> >>> </Array> >>> </Item> >>> <Item Key="OutputDefault">Print</Item> >>> </Hash> >>> </Setting> >>> </ConfigItem> >>> >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.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/ >> equest(a)otrs.org?subject=subscribe> >> List-Archive: <http://lists.otrs.org/pipermail/otrs> >> List-Post: <mailto:otrs@otrs.org> >> List-Help: <mailto:otrs-request@otrs.org?subject=lp> >> List-Subscribe: <http://lists.otrs.org/cgi-bin/listinfo/otrs>, >> <mailto:otrs-request@otrs.org?subject=bscribe> >> Sender: otrs-bounces(a)otrs.org >> Errors-To: otrs-bounces(a)otrs.org >> X-Spam-Rating: mxavas3.alicom.com 1.6.2 0/1000/N >> >> Hi Gariele, >> >> Gabriele D'Andrea schrieb: >>> Hi, I tried the modules you have developed: >>> >>> I updated the file ~/Kernel/Config/Files/Ticket.xml, inseting the >>> code for Ticket::StatsOwn4 and Ticket::StatsOwn5 at the end of file , >>> just over </otrs_config> >>> >>> Then I put the files State_Changes.pm and State_Changes_Specific.pm >>> in the directory ~/Kernel/System/Stats/ >>> But I can't see any changes! >>> Have I done something wrong? >>> Can you please explain better what your modules should do? >>> Thank you >>> Gabriele >> >> The steps you did are necessary for OTRS v2.0.x >> >> In OTRS v2.1, there are some (good) changes in applying >> statistic-extensions. >> >> The *.pm-extension-files (e.g. State_Changes.pm) must be stored in >> ~otrs/Kernel/Systems/Stats/Static/. >> (remember to change the package-name within the file!). >> >> Then, create a new statistic within the GUI. >> Instead of using the dynamic object "ticket", you now can choose the >> extension-file. >> You new statistic is available directly after processing the 1st of the >> indicated 4 steps (you need all the 4 steps only for the dynamic object). >> >> If you have problems, please desribe them very specific. >> >> Bye, Alex >> >>> >>> >>> Alexander Scholler wrote: >>> Wed, 17 May 2006 01:17:21 -0700 >>> Hi all, >>> >>> >>> often discussed on the lists (english as well as german): the >>> availability of statistic extensions on OTRS. >>> I now wrote some extensions posted in this mail. >>> >>> This is the approach I followed: >>> >>> >>> 1) Basically I had to understand the DB-schema >>> ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png >>> >>> 2) Then I did some pure SQL statistic analysis within OpenOffice Base >>> with JDBC-bridge to the MySQL-DB (note: this Base-DB can be used >>> excellently under Windows and Linux! - try this with M$-Office). >>> >>> 2a) The problem is that TimeDifferences (eg. how long did it takes to >>> act on a new ticket) are always calculated hard, meaning >>> "DateWhenActing minus DateWhenNew" is not really a good measurement >>> because the support time of the service desk team is not considered. >>> The gap in seconds within the support time (defined in >>> TimeWorkingHours and others on OTRS) can be calculated within OTRS >>> through Kernel::System::Time->WorkingHours, see >>> http://dev.otrs.org/2.0/Kernel/System/Time.html#item_workingtime >>> (sorry for that syntax, I'm not a perl expert). >>> >>> So I had to bring my Base-SQL-statements into the OTRS statistic >>> framework to use the time-function provided by OTRS. >>> >>> 2b) I took ~/Kernel/Systems/Stats/* as templates and created my own >>> extensions. >>> Some of them are attached to this mail. >>> >>> You have to copy the *.pm-Files to the proper location and extend >>> your ~/Kernel/Config/Files/Ticket.xml (to let OTRS know that there >>> are extensions). >>> Would you please give me feedback >>> * if the SQL-statements are correct >>> * if the work I've done follows the right way >>> >>> >>> I think many of you have waited for the statistics I provide. If you >>> extend my statistics, please also publish your work done. Consider >>> that changes you make to statistics don't affect if UseResultCache = >>> 1. WriteCache on State_Changes_Specific.pm could be applied due to >>> the logic, but cache-distinction upon different selected states is >>> not supplied by OTRS (it only considers Month and Year). >>> Sorry about the german/english-mix used within the files. >>> >>> Now, some questions coming up during my work: >>> >>> I) In Status_Changes.pm the code does >>> * make the sql-query >>> * calculate time within support time >>> * does some data-grouping through perl >>> >>> The problem is that I had to expensively (for me!) code the >>> data-grouping in perl. MySQL could do this job much better and more >>> efficient. But how can the WorkingHours-function of OTRS be brought >>> to MySQL? Ia) by writing an MySQL stored-procedure/function, first >>> available on v5.0. The problem with this approach is that the >>> service-time must be maintained in OTRS and in the MySQL-function => >>> this could be done in further OTRS version through OTRS itself with >>> it's DB-access. Ib) by giving the modified time data from OTRS back >>> to MySQL. Out of OTRS a temporary table could be created which would >>> be filled with the modified time data through OTRS. Data-analyses >>> (e.g. grouping) could be done on this table. >>> What do you think about these approaches? >>> >>> II) I wanted to do some modification over all statistics. >>> >>> So I edited ~/Kernel/Modul/SystemStats.pm. But I couldn't notice any >>> output-changes upon code changes (beside wrong syntax: this was >>> reported by an error). Where or how must the statistic output module >>> be edited? >>> Bye, Alex >>> >>> State_Changes.pm >>> Description: Perl program >>> State_Changes_Specific.pm >>> Description: Perl program >>> <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn4" Required="0" >>> Valid="1"> >>> <Description Lang="en">duration of states</Description> >>> <Description Lang="de">Dauer der Stati</Description> >>> <Group>Ticket</Group> >>> <SubGroup>Core::Stats</SubGroup> >>> <Setting> >>> <Ha >> _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/ /Array> >>> </Item> >>> <Item Key="OutputDefault">Print</Item> >>> </Hash> >>> </Setting> >>> </ConfigItem> >>> <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn5" Required="0" >>> Valid="1"> >>> <Description Lang="en">duration of specific state</Description> >>> <Description Lang="de">Dauer eines speziellen >>> Status</Description> >>> <Group>Ticket</Group> >>> <SubGroup>Core::Stats</SubGroup> >>> <Setting> >>> <Hash> >>> <Item Key="Name">Status-Verweildauer (spezifische >>> Einzelbetrachtung)</Item> >>> <Item >>> Key="Module">Kernel::System::Stats::State_Changes_Specific</Item> >>> <Item Key="Desc">Zeigt alle Verweildauern des >>> ausgewÃ¤hlten >>> Status a. (Status muss im ausgewaehlten Monat abgeschlossen worden >>> sein.</Item> >>> <Item Key="UseResultCache">0</Item> >>> <Item Key="Output"> >>> <Array> >>> <Item>Print</Item> >>> <Item>CSV</Item> >>> </Array> >>> </Item> >>> <Item Key="OutputDefault">Print</Item> >>> </Hash> >>> </Setting> >>> </ConfigItem> >>> >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.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/ >> equest(a)otrs.org?subject=subscribe> >> List-Archive: <http://lists.otrs.org/pipermail/otrs> >> List-Post: <mailto:otrs@otrs.org> >> List-Help: <mailto:otrs-request@otrs.org?subject=lp> >> List-Subscribe: <http://lists.otrs.org/cgi-bin/listinfo/otrs>, >> <mailto:otrs-request@otrs.org?subject=bscribe> >> Sender: otrs-bounces(a)otrs.org >> Errors-To: otrs-bounces(a)otrs.org >> X-Spam-Rating: mxavas3.alicom.com 1.6.2 0/1000/N >> >> Hi Gariele, >> >> Gabriele D'Andrea schrieb: >>> Hi, I tried the modules you have developed: >>> >>> I updated the file ~/Kernel/Config/Files/Ticket.xml, inseting the >>> code for Ticket::StatsOwn4 and Ticket::StatsOwn5 at the end of file , >>> just over </otrs_config> >>> >>> Then I put the files State_Changes.pm and State_Changes_Specific.pm >>> in the directory ~/Kernel/System/Stats/ >>> But I can't see any changes! >>> Have I done something wrong? >>> Can you please explain better what your modules should do? >>> Thank you >>> Gabriele >> >> The steps you did are necessary for OTRS v2.0.x >> >> In OTRS v2.1, there are some (good) changes in applying >> statistic-extensions. >> >> The *.pm-extension-files (e.g. State_Changes.pm) must be stored in >> ~otrs/Kernel/Systems/Stats/Static/. >> (remember to change the package-name within the file!). >> >> Then, create a new statistic within the GUI. >> Instead of using the dynamic object "ticket", you now can choose the >> extension-file. >> You new statistic is available directly after processing the 1st of the >> indicated 4 steps (you need all the 4 steps only for the dynamic object). >> >> If you have problems, please desribe them very specific. >> >> Bye, Alex >> >>> >>> >>> Alexander Scholler wrote: >>> Wed, 17 May 2006 01:17:21 -0700 >>> Hi all, >>> >>> >>> often discussed on the lists (english as well as german): the >>> availability of statistic extensions on OTRS. >>> I now wrote some extensions posted in this mail. >>> >>> This is the approach I followed: >>> >>> >>> 1) Basically I had to understand the DB-schema >>> ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png >>> >>> 2) Then I did some pure SQL statistic analysis within OpenOffice Base >>> with JDBC-bridge to the MySQL-DB (note: this Base-DB can be used >>> excellently under Windows and Linux! - try this with M$-Office). >>> >>> 2a) The problem is that TimeDifferences (eg. how long did it takes to >>> act on a new ticket) are always calculated hard, meaning >>> "DateWhenActing minus DateWhenNew" is not really a good measurement >>> because the support time of the service desk team is not considered. >>> The gap in seconds within the support time (defined in >>> TimeWorkingHours and others on OTRS) can be calculated within OTRS >>> through Kernel::System::Time->WorkingHours, see >>> http://dev.otrs.org/2.0/Kernel/System/Time.html#item_workingtime >>> (sorry for that syntax, I'm not a perl expert). >>> >>> So I had to bring my Base-SQL-statements into the OTRS statistic >>> framework to use the time-function provided by OTRS. >>> >>> 2b) I took ~/Kernel/Systems/Stats/* as templates and created my own >>> extensions. >>> Some of them are attached to this mail. >>> >>> You have to copy the *.pm-Files to the proper location and extend >>> your ~/Kernel/Config/Files/Ticket.xml (to let OTRS

2 2

httpd.conf file
by support 19 Jun '07

19 Jun '07

How can I unpack the original httpd.conf file from the otrs install program? I'm on a windows platform and installed the otrs software using the .exe file. Thanks, Greg

1 0

Customer Auto Login, how to avoid the registration/login process?
by pierre biais 19 Jun '07

19 Jun '07

Hi the pros, I am currently modifying the InterfaceCustomer.pm (more precisely the CustomerAuth module) to let customers login automatically from our portal. Actually I want to use the same login/password as used on our portal to auto signup/login on the OTRS customer interface. Does anybody know a simple method to perform this task without modifying too much files? Hope somebody could answer my problem ;-) Thanks beforehands for your help. Maybe see you soon Pierre _________________________________________________________________ Gagnez des écrans plats avec Live.com http://www.image-addict.fr/

1 0

ACL to validate customer-information
by Alexander Scholler 19 Jun '07

19 Jun '07

Hi, Some of our OTRS-tickets are generated through SOAP without a customer assigned to the ticket (ticket.customerid = NULL). I would like to force my agents to associate a customer to these tickets. Does anybody know how to write an ACL to check if the customer-assignment was not yet done or if a valid customer was found within the customer-DB to the given ticket.customerid. Bye, Alex

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How to change the mail character encoding from iso-8859-1 to Windows-1251?
by nick＠obor.org 18 Jun '07

18 Jun '07

Hi, I've changed the default character encoding to Windows-1251, but when I receive an email from the otrs system it is with the standard iso mail encoding. If someone knows how this can be changed it will be much appreciated. Cheers :)

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Re: [otrs] Statistic extensions (considering TimeWorkingHours)
by Gabriele D'Andrea 18 Jun '07

18 Jun '07

Hi, I tried the modules you have developed: I updated the file ~/Kernel/Config/Files/Ticket.xml, inseting the code for Ticket::StatsOwn4 and Ticket::StatsOwn5 at the end of file , just over </otrs_config> Then I put the files State_Changes.pm and State_Changes_Specific.pm in the directory ~/Kernel/System/Stats/ But I can't see any changes! Have I done something wrong? Can you please explain better what your modules should do? Thank you Gabriele Alexander Scholler wrote: Wed, 17 May 2006 01:17:21 -0700 Hi all, often discussed on the lists (english as well as german): the availability of statistic extensions on OTRS. I now wrote some extensions posted in this mail. This is the approach I followed: 1) Basically I had to understand the DB-schema ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png 2) Then I did some pure SQL statistic analysis within OpenOffice Base with JDBC-bridge to the MySQL-DB (note: this Base-DB can be used excellently under Windows and Linux! - try this with M$-Office). 2a) The problem is that TimeDifferences (eg. how long did it takes to act on a new ticket) are always calculated hard, meaning "DateWhenActing minus DateWhenNew" is not really a good measurement because the support time of the service desk team is not considered. The gap in seconds within the support time (defined in TimeWorkingHours and others on OTRS) can be calculated within OTRS through Kernel::System::Time->WorkingHours, see http://dev.otrs.org/2.0/Kernel/System/Time.html#item_workingtime (sorry for that syntax, I'm not a perl expert). So I had to bring my Base-SQL-statements into the OTRS statistic framework to use the time-function provided by OTRS. 2b) I took ~/Kernel/Systems/Stats/* as templates and created my own extensions. Some of them are attached to this mail. You have to copy the *.pm-Files to the proper location and extend your ~/Kernel/Config/Files/Ticket.xml (to let OTRS know that there are extensions). Would you please give me feedback * if the SQL-statements are correct * if the work I've done follows the right way I think many of you have waited for the statistics I provide. If you extend my statistics, please also publish your work done. Consider that changes you make to statistics don't affect if UseResultCache = 1. WriteCache on State_Changes_Specific.pm could be applied due to the logic, but cache-distinction upon different selected states is not supplied by OTRS (it only considers Month and Year). Sorry about the german/english-mix used within the files. Now, some questions coming up during my work: I) In Status_Changes.pm the code does * make the sql-query * calculate time within support time * does some data-grouping through perl The problem is that I had to expensively (for me!) code the data-grouping in perl. MySQL could do this job much better and more efficient. But how can the WorkingHours-function of OTRS be brought to MySQL? Ia) by writing an MySQL stored-procedure/function, first available on v5.0. The problem with this approach is that the service-time must be maintained in OTRS and in the MySQL-function => this could be done in further OTRS version through OTRS itself with it's DB-access. Ib) by giving the modified time data from OTRS back to MySQL. Out of OTRS a temporary table could be created which would be filled with the modified time data through OTRS. Data-analyses (e.g. grouping) could be done on this table. What do you think about these approaches? II) I wanted to do some modification over all statistics. So I edited ~/Kernel/Modul/SystemStats.pm. But I couldn't notice any output-changes upon code changes (beside wrong syntax: this was reported by an error). Where or how must the statistic output module be edited? Bye, Alex State_Changes.pm Description: Perl program State_Changes_Specific.pm Description: Perl program <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn4" Required="0" Valid="1"> <Description Lang="en">duration of states</Description> <Description Lang="de">Dauer der Stati</Description> <Group>Ticket</Group> <SubGroup>Core::Stats</SubGroup> <Setting> <Hash> <Item Key="Name">Status-Verweildauer</Item> <Item Key="Module">Kernel::System::Stats::State_Changes</Item> <Item Key="Desc">Gibt an, wie lange die einzelnen Stati bestehen bleiben. Es werden alle Stati betrachtet, die innerhalb des gewuenschten Zeitraumes beendet wurden.</Item> <Item Key="UseResultCache">1</Item> <Item Key="Output"> <Array> <Item>Print</Item> <Item>CSV</Item> </Array> </Item> <Item Key="OutputDefault">Print</Item> </Hash> </Setting> </ConfigItem> <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn5" Required="0" Valid="1"> <Description Lang="en">duration of specific state</Description> <Description Lang="de">Dauer eines speziellen Status</Description> <Group>Ticket</Group> <SubGroup>Core::Stats</SubGroup> <Setting> <Hash> <Item Key="Name">Status-Verweildauer (spezifische Einzelbetrachtung)</Item> <Item Key="Module">Kernel::System::Stats::State_Changes_Specific</Item> <Item Key="Desc">Zeigt alle Verweildauern des ausgewÃ¤hlten Status a. (Status muss im ausgewaehlten Monat abgeschlossen worden sein.</Item> <Item Key="UseResultCache">0</Item> <Item Key="Output"> <Array> <Item>Print</Item> <Item>CSV</Item> </Array> </Item> <Item Key="OutputDefault">Print</Item> </Hash> </Setting> </ConfigItem>

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Fw: [otrs] Trying to find out the time taken to close a ticket
by Gabriele D'Andrea 16 Jun '07

16 Jun '07

Well, I realised that my writing was incomprehensible...so I'm looking for the real time from the opening of a ticket and its closure ----- Original Message ----- From: Gabriele D'Andrea To: User questions and discussions about OTRS.org Sent: Saturday, June 16, 2007 2:44 PM Subject: Re: [otrs] Trying to find out the time taken to close a ticket No, I'm not looking for accounted time, I'm looking for the real freom the opening of a ticket and its closure. ----- Original Message ----- From: LQ Marshall To: 'User questions and discussions about OTRS.org' Sent: Wednesday, June 13, 2007 11:13 PM Subject: RE: [otrs] Trying to find out the time taken to close a ticket May not understand the question... but are you refering to "accounted time"? Seems that what you're looking for is already there? Q ---------------------------------------------------------------------------- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gabriele D'Andrea Sent: Wednesday, June 13, 2007 4:06 PM To: User questions and discussions about OTRS.org Subject: [otrs] Trying to find out the time taken to close a ticket I'm trying to make a custom report that can tell me, for every ticket, the amount of time taken to close the ticket. Since I can't find a module to do that, i'm trying to query mysql to extract data I need. But I'm not sure it's possible to retrieve the exact date when a ticket was closed using only mysql. Tickets are stored in the TICKET table, linked to the TICKET_HISTORY table, that stores all the events regarding the tickets (e.g. ticket close, follow-up, note etc.) Then the TICKET_HISTORY table is linked to the TICKET_HISTORY_TYPE table, that stores all the possible events. Since it's possible to edit the ticket after it's been closed, there are many occurences of CLOSED states in the ticket_history for the same ticket. I should check for the action that made the ticket close, but it's not possible to determine which of the many ticket_history_type determined the closing. I could select the first occurrence of CLOSED in TICKET_HISTORY, but what if the ticket was closed, then reopend, then closed again? I my reasoning right or am I missing something? -- Gabriele D'Andrea ------------------------------------------------------------------------------ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ -------------------------------------------------------------------------------- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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Problem with italian version
by Postmaster ＠ I Viaggi dell'Airone 15 Jun '07

15 Jun '07

Hi, I have this problem When i Try to change label of state tickets i.e. new -> Nuovo the Pop3Email retrive message not function because delete message in mailbox and not send to queue raw. Thank's Goffredo Morvillo

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New Ticket Notification
by Emily Flynn 15 Jun '07

15 Jun '07

Hi All, I wonder would you mind having a look at the attached text. There's errors coming up in the log and I don't know why. Also, one of the notices in the text refers to [Notice][Kernel::System::Notification::NotificationGet], I'm not receiving any notification emails when a new ticket gets issued, would this have anything to do with it? Any input much appreciated thanks. Kind Regards, Emily Flynn

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Frederic Fraudeau/FR/Schneider est absent(e).
by frederic.fraudeau＠fr.schneider-electric.com 15 Jun '07

15 Jun '07

Je serai absent(e) à partir du 15/06/2007 de retour le 18/06/2007. Bonjour, Je suis actuellement absent et serai de retour le 18/06/07 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 18/06/07. 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

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Unlock time out?
by Shawn Beasley 15 Jun '07

15 Jun '07

I seem to be missing something here. I have set the unlock timeout on my queue / sub queues, but nothing I seem to do makes the ticket unlock. Escalation is working perfectly. Is there some point that I am missing. OTRS Version 2.1.5 SuSE 10.1 Ticket status any Many thanks for your help. --Shawn

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Re: [otrs] search in mysql
by Gustavo Azambuja 15 Jun '07

15 Jun '07

I want to know how many tickets each technician replies at every day, regardless if the tickets were created today or if they're created yesterday in the mail inbox of OTRS. ------------------- Quiero es saber cuantos tickets contesta cada técnico por día, no importando si los tickets fueron creados hoy o si hace 2 semanas que esta en la Inbox del OTRS sin contestar. Básicamente me interesa saber la productividad de mis técnicos. On 6/13/07, Gustavo Azambuja <gazambuja(a)gmail.com> wrote: > > mmmm, haber, lo que quiero es saber cuantos tickets contesta cada técnico > por día, no importando si los tickets fueron creados hoy o hace 2 semanas > que esta en la Inbox del OTRS sin contestar. > Básicamente me interesa saber la productividad de mis técnicos. > > Hasta donde entiendo tengo que sacar datos de varias tablas, pero no tengo > mucha idea de como, especialmente por que recién ahora MySQL tiene selects > anidados y esas cosas que me parece que son necesarias... > > > Saludos y Gracias > > On 6/13/07, tarallo(a)ort.edu.uy <tarallo(a)ort.edu.uy > wrote: > > > > Gustavo: > > > > Te contesto medio a las apuradas. Lo que tenes que hacer es utilizar > > group > > by. > > > > Si me decis cual es la tabla capaz te armo el query SQL. > > > > Saludos > > > > Andres > > > > > > > I am not very good with MySQL, can help me with a search/stats: > > > I want to have the amount of tickets _answered_ per day/technician; > > not > > > only new tickets in last day, if I recived the mail 3 days ago, and > > > answered > > > today, i want this number. > > > > > > Thanks > > > > > > -- > > > Saludos, > > > Gustavo Azambuja > > > Linux User: 275813 > > > > > > -- > > A/P Andrés Tarallo > > > > > > > -- > Saludos, > Gustavo Azambuja > Linux User: 275813 > > ----------------------------- > Este mensaje no contiene virus, porque ha sido creado con Linux, > utilizando Software Libre y auditable. > This message doesn't contain viruses, because it has been created with > Linux, using auditable Free Software. > http://es.wikipedia.org/wiki/Linux_No_Virus_Mail > ----------------------------- > -- Saludos, Gustavo Azambuja Linux User: 275813 ----------------------------- Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail -----------------------------

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Installation/Configuration
by Allen Laymon 14 Jun '07

14 Jun '07

I have successfully installed and setup OTRS and can log in and everything looks perfect. I have one small problem in that I cannot get OTRS to send email when a new ticket is created or change of ownership. I have tried both SMTP and sendmail configurations. Can someone guide me in the direction to get this resolved? This is some of my specs: Novell Open Enterprise Server with GroupWise OTRS v.2.1.7 Any assistance would be greatly appreciated. Allen Laymon Integris Tech 479.927.3303 x.200

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Remove completely a ticket
by kekieres＠arsystel.com 14 Jun '07

14 Jun '07

Hi, I've been playing around with my OTRS system and now I would like to pass to production state and I need to remove completely some dumy tickets. Is it possible? I haven't seen any feature of this kind but may be I'm wrong, I'm thinking about remove them directly from the database. Any help? Thanks, Rafael.

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Message: Need User or UserID!
by Sander van Boxtel 14 Jun '07

14 Jun '07

Hi, Can someone please help me with the following error. Returned by the cronjob (default cronjobs of otrs). How can this be resolved ? OTRS 2.17 / CentOS 4.x ERROR: OTRS-PendingJobs-9 Perl: 5.8.8 OS: linux Time: Thu Jun 14 08:45:03 2007 Message: Need User or UserID! Traceback (24111): Module: Kernel::System::User::GetUserData (v1.55.2.2) Line: 116 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.128.2.4) Line: 1742 Module: /hsphere/local/home/otrs/centis-backup.eu/bin/PendingJobs.pl (v1.26) Line: 178 ERROR: OTRS-PendingJobs-9 Perl: 5.8.8 OS: linux Time: Thu Jun 14 08:45:04 2007 Message: Need User or UserID! Traceback (24111): Module: Kernel::System::User::GetUserData (v1.55.2.2) Line: 116 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.128.2.4) Line: 1742 Module: /hsphere/local/home/otrs/centis-backup.eu/bin/PendingJobs.pl (v1.26) Line: 178 Regards, Sander

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Sort my queues tickets from newest to lastest
by Guillaume Rehm 14 Jun '07

14 Jun '07

Hi list, I want to see newest tickets first. I find how to do it for specific queues, Mailbox but not for My Queues ! Have you any idea how I can do that ? Thanks in advance. -- Guillaume REHM Centre de Ressources Informatiques Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Re: [otrs] Allow only known clients
by kekieres＠arsystel.com 14 Jun '07

14 Jun '07

Hola Carlos, I've already posted an similar question with no answer: http://lists.otrs.org/pipermail/otrs/2007-May/018877.html I agree with Jesus that I would be nice to make OTRS filter the incoming mail looking the "from" email address into the customer (and why not also agent) databases, but I think it's not possible. A workaround that I'm planning doing is the following: Right now I'm getting the incoming mails with fetchamil and filter them with procmail. So my idea is to add a rule in the file .procmailrc in order to do a check in the OTRS database in the tables customer_user wether the email comes from an user or not, adding the tag X-OTRS-Ignore=yes if there is no match in the database. Does anybody know a way to do it with OTRS built-in features? Saludos, Rafael. Carlos G. Oyarzabal escribió: > Hi Jesús, > I think you must filter mail before it reach OTRS. That using any antispam > software. > Then, mails that can cross that filter, can be trap by the filter > "PostMaster Filer" on OTRS (admin module). > > I use: > > Match > Header1: Subject Value1: Mail server report > Set > Header1: X-OTRS-Queue Value1: Junk > > After that, when a spam mail came, I move it to the junk queue. > > You can built some rules to be excuted by the Generic Agent and run the > rules/filters by crontab. > > > Best regards > Carlos > México > > > -----Mensaje original----- > De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Jesús > M. Navarro > Enviado el: Martes, 12 de Junio de 2007 08:22 a.m. > Para: 'User questions and discussions about OTRS.org' > Asunto: [otrs] Allow only known clients > > Hi, list: > > I'm currently testing OTRS and, of course, I'm getting some issues. Due to > spam I'd want to process only ticket requests coming from known clients' > e-mail addressess, but I don't see how to filter this out. > > An affordable approach would be to do the same I'm already doing on > SPAM-tagged messages: move them to the "Junk" queue and then delete. > > Is this possible to be done on all unknown e-mail addresses (both > users+clientes) on the "From" field? What would be the best approach? > -- > 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 > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > =http://www.otrs.com/ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > =http://www.otrs.com/ >

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Layout of reply message
by Postmaster ＠ I Viaggi dell'Airone 14 Jun '07

14 Jun '07

Hallo, I have a question for you. It's possible to change the position of original message of customer instead to stay on top after the title message, after the response model before of signature, i.e. ------------------------- tile model response > original message signature ---------------------------- Thank's a lot Goffredo Morvillo

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