- otrs - OTRS mailing lists

search in mysql
by Gustavo Azambuja 13 Jun '07

13 Jun '07

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 ----------------------------- 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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Closing all tickets in a queue
by justinjohnson＠f2s.com 13 Jun '07

13 Jun '07

Hi Guys, We have an install of OTRS and we need to close all tickets (Almost 6,000) of them , in a particular queue. Is there any SQL Query or anything we can run for a specific queue ID that would to this for us. Of course we could manually close 25 each time by manually selecting them, then usinng the bulk tool to close, but as you can imagine this would take quite a while! Cheers Justin

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Reporting feature availibilty
by aix tiger 13 Jun '07

13 Jun '07

Hi I want to know that when OTRS will include reporting feature ( like daily or monthly reports ) which reflects performance of service desk for management review I beleive MIS reports from Service desk is a important requirement of ITIL framework and methodology so it should be included in OTRS Any comments or advices how can we get such kind of reports from OTRS? Regards --------------------------------- Bored stiff? Loosen up... Download and play hundreds of games for free on Yahoo! Games.

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Allow only known clients
by Jesús M. Navarro 13 Jun '07

13 Jun '07

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

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Re: [otrs] Reporting feature availibilty
by kekieres＠arsystel.com 13 Jun '07

13 Jun '07

There is a database structure diagram here: http://ftp.otrs.org/pub/otrs/misc/ Nils Breunese (Lemonbit) escribió: > aix tiger wrote: > >> Is it not possible to generate similar kind of reports from sql >> queries ?? Offcourse , in that we have to know the tables and column >> information related to OTRS database... > > I'm pretty sure that it is possible to generate similar reports using > SQL queries. I don't know if the OTRS database schema is documented, but > browsing the database should give you some ideas of what data is > available where. > > Nils Breunese. > > > > ------------------------------------------------------------------------ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/

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Send notification to agent but not for customer
by Guillaume Rehm 13 Jun '07

13 Jun '07

Hi list, Is it possible to sent notification only for agent and not for customer ? 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] Frontend::Customer::ModuleRegistration Question
by o o 12 Jun '07

12 Jun '07

Gabriele, Thanks, I was aware of that. The problem then becomes having to modify the Supervisor(s) everytime a new user is added. Trying to make the system a little less tedious. But everything seems to point in that direction. I suppose I could have a generic agent or something along those lines look at each user record and add all ids for users having the same e-mail domain to my supervisor user. I guess I'll pursue that route. It just seems that with customer groups and the aforementioned setting in that module, we have the tools necessary to implement this cleanly. It would only mean setting all users of the same company to the same customer id, and then putting all supervisors from each company into the one group. ----- Original Message ---- From: Gabriele D'Andrea <gabriele.dandrea(a)ecohmedia.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Tuesday, June 12, 2007 2:28:43 AM Subject: Re: [otrs] Frontend::Customer::ModuleRegistration Question You can assign John, mary and Steve different customers ids, and then assign the ids to the customer supervisor too. Example John -> Customer ID: id1 Steve -> Customer ID: id2 Mary -> Customer ID: id3 Supervisor -> Customer ID: id1,id2,id3,supervisorid Gabriele ----- Original Message ----- From: Guillaume Rehm To: User questions and discussions about OTRS.org Sent: Tuesday, June 12, 2007 8:49 AM Subject: Re: [otrs] Frontend::Customer::ModuleRegistration Question Hi, I want to do the same process. Have you find how you can implement it ? o o a écrit : Yes, but the problem with that is, I want these users to see all the tickets, but other users to not see all the tickets. John, Mary, and Steve all have the same customer id, and can currently see each other's tickets. But I want John to see everyone's tickets, and Mary/Steve to only see their own tickets. I may have more than one 'admin' per company, and I have multiple companies, so I'm trying to make this as simple as adding people to the right groups. ----- Original Message ---- From: Tequila Troutman <ttroutman8(a)hotmail.com> To: otrs(a)otrs.org Sent: Monday, June 11, 2007 1:47:11 PM Subject: RE: [otrs] Frontend::Customer::ModuleRegistration Question You can use the customer id. If two customers have the same customer id, they can see each other's tickets. If a customer has a customer id specific to only him in his user profile, then he can only see his tickets. You could set up all the users you want access to each other's tickets by giving them the same customer id. From: o o <bj_5150(a)yahoo.com> Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> To: otrs(a)otrs.org Subject: [otrs] Frontend::Customer::ModuleRegistration Question Date: Mon, 11 Jun 2007 13:25:55 -0700 (PDT) Was trying to configure my system so that the 'Company Tickets' button was only available to users of a certain group. I noticed that there is a group config option when looking at this module via SysConfig. I was hoping that by creating a group and adding this group to the 'group' field it would accomplish this. However, this setting doesn't seem to do anything, or at least it doesn't do what I was hoping to accomplish. Any thoughts on this would be appreciated. ____________________________________________________________________________________ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ _________________________________________________________________ Don’t miss your chance to WIN $10,000 and other great prizes from Microsoft Office Live http://clk.atdmt.com/MRT/go/aub0540003042mrt/direct/01/ _______________________________________________ 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/ ____________________________________________________________________________________ Get the Yahoo! toolbar and be alerted to new email wherever you're surfing. http://new.toolbar.yahoo.com/toolbar/features/mail/index.php _______________________________________________ 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/ -- 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 _______________________________________________ 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/ ____________________________________________________________________________________ Moody friends. Drama queens. Your life? Nope! - their life, your story. Play Sims Stories at Yahoo! Games. http://sims.yahoo.com/

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GenericAgent.pl
by Partington, Eric 12 Jun '07

12 Jun '07

Can a different GenericAgent.pl be specified for different queues? i.e. set different timeout periods for each queue to escalate and move tickets to different queues? Queue1 -> timeout=5 minutes -> move to queue3 if exceeds timeout Queue2-> timeout=10 minutes -> move to queue4 if exceeds timeout and set state=pending Eric _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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Re: Re: [otrs] Command line query
by Partington, Eric 12 Jun '07

12 Jun '07

>n Tuesday 12 June 2007 19:19:53 Partington, Eric wrote: >> I understand that you can create tickets via the customer interface/ >> the admin interface and via email... is there a way to create a ticket >> via a command line interface? >I'm doing this using a shell-script that sends a mail to a given address >and puts some entries into the mail header, so that the mail goes directly >into the desired queue. >Regards, Elias P. Thanks for the speedy response. That will work perfectly for what I want. An extension to that question would then be, is there a way to script (either by sql or other means) what happens once that ticket is created in the queue? Here is the background... Two external databases, one as Ip and vulnerabilities ,the other has IP and owner email addresses. First step is to create a ticket with the vulnerabilities for the IP (accomplished with your scripting idea). Once the ticket is created in the queue, query the second database and locate the owner of the IP and add him/her as the contact for the ticket and send an email notification out with the relevant vulnerabilities and possibly move the ticket to another queue if successful or not. (sounds like Sirios would handle this but no documentation in English for this yet:( ). Eric _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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Command line query
by Partington, Eric 12 Jun '07

12 Jun '07

I am very interested in using OTRS and possibly ITSM as a ticketing/ workflow management utility to remove many of the manual processes we currently use. I have a few questions that I would like answers for to help make a decision on what to use: I understand that you can create tickets via the customer interface/ the admin interface and via email... is there a way to create a ticket via a commandline interface? -What I am trying to do is create tickets based on sql queries of an external database that changes on a weekly basis. Once the information has been extracted from the external DB I would like to create a ticket for each one and insert it into a preliminary queue in OTRS. I have been investigating RT as well and am intrigued by the scip functionality they use. Is there the ability to run a similar event when a ticket moves into or leaves a queue automatically? I have read that the ITSM manual isn't complete yet, hopefully once that comes out I will be able to RTFM and solve these questions by myself, but until then does anyone have any suggestions. Thanks Eric _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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Stats View - Close Date
by Jodi Lowe 12 Jun '07

12 Jun '07

Hi, I've setup a Stat to show how many tickets have been closed per Q per Agent. I am able to select the Agents I want to include, the Q's I wish to see and the between Dates to include in the search. However no matter what date I select as the from date it's completely ignored and uses the default date set when the Stat was edited. The only way I can select a new date is to edit the Stat and change the closed date. Does anyone know how to correct this problem in the Stats? I've been considering writing my own PHP & Database queries to pull stats, but haven't had time. The stats tool seems much easier to use, if I could get the date working. Cheers, *********************************************************************************** This e-mail may constitute privileged information. If you are not the intended recipient, you have received this confidential email and any attachments transmitted with it in error and you must not disclose, copy, circulate or in any other way use or rely on its information. The contents of this email are those of the individual and do not necessarily represent the views of the company. The company does not conclude contracts by email and all negotiations are subject to contract. ************************************************************************************

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Fw: [otrs] I meant TicketFreeText TicketFreeTime
by Gabriele D'Andrea 12 Jun '07

12 Jun '07

Well, I meant TicketFreeText and TicketFreeTime... ----- Original Message ----- From: Gabriele D'Andrea To: User questions and discussions about OTRS.org Sent: Tuesday, June 12, 2007 5:41 PM Subject: [otrs] ArticleFreeText & ArticleFreeTime Hi, can somebody explain me the purpose and use of ArticleFreeText and ArtcileFreeTime? -- 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/

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Send outside mail
by Trasschaert Karl 12 Jun '07

12 Jun '07

Hi everybody, I'm new with otrs. We have installed otrs sinds one week and starting to test it. before today, it was working correctly, we can send e-mail to otrs and it create ticket etc.... but sinds today, otrs cannot send outside e-mail. Otrs is configured to get and send mail from our exchange server. If i create a ticket with the customer interface, it send notification to the users (technicians) but not to the customers. Whe have the error "Can't send to: email(a)adress.be! Enable debug for more info!" i've tested to connect to the exchange account with my outlook and i can send e-mail with no problem... does anyone have a idea what can be wrong?? If you need more info ask me. Thanks in advance. Karl _________________________________________________________________ Découvrez Windows Live Hotmail, l'expérience ultime de messagerie en ligne! http://get.live.com/mail/overview

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ArticleFreeText & ArticleFreeTime
by Gabriele D'Andrea 12 Jun '07

12 Jun '07

Hi, can somebody explain me the purpose and use of ArticleFreeText and ArtcileFreeTime? -- Gabriele D'Andrea

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RE: [otrs] ORTS, LDAP and AD groups
by Greg Horne 12 Jun '07

12 Jun '07

Sorry to hear its going slow. Had fun also with getting it to work using AD. You did not include all of your config for LDAP, so I'll just cover a few general things. Setup a user account that can browse AD's LDAP. (username - OTRS_Account password - whatever) you may want to make it never expire. Setup two groups, one for Customers and one for Agents. Make AD users members of the Customers group. Add AD users to the Agents group that you want to use the system as an agent. Create a user in OTRS and add to the admin group using the same username that you intend to login to AD with. Modify your Config.pm file adding the following to allow agents and customers/users to login using LDAP. Modify for your structure. Taken from my setup, add and modify as needed. Just an example: ############## Start of Config.pm ################ <snip> #we want to use LDAP for Auth $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldap.domain.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domainname,dc=win,dc=domain,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; #The username and password of the user you setup to access LDAP information in AD $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs_helpdesk,OU=Users,OU=OldTown,DC=ot,DC=win,DC=domain,DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'whateverYourPasswordIs'; #We want our Customer/users to Auth using LDAP $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.domain.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'OU=Users,OU=OldTown,DC=ot,DC=win,DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs_helpdesk,OU=Users,OU=OldTown,DC=ot,DC=win,DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'whateverYourPasswordIs'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'ldap.domain.com', BaseDN => 'OU=Users,OU=OldTown,DC=domain,DC=win,DC=domain,DC=com', SSCOPE => 'sub', UserDN => 'CN=otrs_helpdesk,OU=Users,OU=OldTown,DC=ot,DC=win,DC=domain,DC=com', UserPw => 'whateverYourPasswordIs', }, CustomerKey => 'sAMAccountName', CustomerID => 'userPrincipalName', CustomerUserListFields => ['displayName', 'userPrincipalName'], CustomerUserSearchFields => ['displayName', 'userPrincipalName'], CustomerUserPostMasterSearchFields => userPrincipalName, CustomerUserNameFields => ['givenName', 'sn'], #the following must map to valid fields in your AD (givenname,sn,sAMAccountName,...) Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'userPrincipalName', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'userPrincipalName', 0, 1, 'var' ], ], }; #OK now lets have our agents use LDAP $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=helpdesk_agents,OU=Groups,OU=OldTown,DC=domain,DC=win,DC=domain,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=helpdesk_customers,OU=Groups,OU=OldTown,DC=domain,DC=win,DC=domain,DC=co m'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login must match your AD) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'userPrincipalName', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; <snip> ##################### End of Config.pm #################### Restart OTRS and try logining in using the username you setup as the admin, but use your AD password. Should work. They login as a customer using the username and password that you put in the customer group in AD. Have Fun GEH -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Matthew Joyce Sent: Thursday, June 07, 2007 9:40 PM To: otrs Subject: [otrs] ORTS, LDAP and AD groups Hi all, I'm having glacial progress with getting otrs (Debian) to authenticate with Active Directory. I've have trawled the archives and I'm still not even sure the setup I'm after can be done. I have a standard structure of OUs Customer and Agent account are distributed throughout the OUs I'd like to put Agents in a group to distinguish then from Customers The login IDs should be their samAccountName Group membership can be derived from the group attribute 'member' which contains users DNs. here's the config... $Self->{'AuthModule::LDAP::UID'} = 'samAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS-Agents,ou=Groups,dc=domain,dc=local'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'distinguishedname'; Looking at the log, it seems membership is being tested using the Login ID and failing. Jun 8 11:37:28 vm-helpdesk OTRS-CGI-10[13668]: [Notice][Kernel::System::Auth::LDAP::Auth] User: mjoyce authentication failed, no LDAP group entry foundGroupDN='cn=OTRS-Agents,ou=Groups,dc=domain,dc=local', Filter='(member=mjoyce)'! (REMOTE_ADDR: x.x.x.x). Have I misunderstood how this authentication process works ? Can anyone advise me ? Thanks Matt _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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Re: [otrs] Frontend::Customer::ModuleRegistration Question
by o o 12 Jun '07

12 Jun '07

Yes, but the problem with that is, I want these users to see all the tickets, but other users to not see all the tickets. John, Mary, and Steve all have the same customer id, and can currently see each other's tickets. But I want John to see everyone's tickets, and Mary/Steve to only see their own tickets. I may have more than one 'admin' per company, and I have multiple companies, so I'm trying to make this as simple as adding people to the right groups. ----- Original Message ---- From: Tequila Troutman <ttroutman8(a)hotmail.com> To: otrs(a)otrs.org Sent: Monday, June 11, 2007 1:47:11 PM Subject: RE: [otrs] Frontend::Customer::ModuleRegistration Question You can use the customer id. If two customers have the same customer id, they can see each other's tickets. If a customer has a customer id specific to only him in his user profile, then he can only see his tickets. You could set up all the users you want access to each other's tickets by giving them the same customer id. >From: o o <bj_5150(a)yahoo.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: otrs(a)otrs.org >Subject: [otrs] Frontend::Customer::ModuleRegistration Question >Date: Mon, 11 Jun 2007 13:25:55 -0700 (PDT) > >Was trying to configure my system so that the 'Company Tickets' button was >only available to users of a certain group. I noticed that there is a group >config option when looking at this module via SysConfig. I was hoping that >by creating a group and adding this group to the 'group' field it would >accomplish this. However, this setting doesn't seem to do anything, or at >least it doesn't do what I was hoping to accomplish. Any thoughts on this >would be appreciated. > > > >____________________________________________________________________________________ >Yahoo! oneSearch: Finally, mobile search >that gives answers, not web links. >http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support or consulting for your OTRS system? >=> http://www.otrs.com/ _________________________________________________________________ Don’t miss your chance to WIN $10,000 and other great prizes from Microsoft Office Live http://clk.atdmt.com/MRT/go/aub0540003042mrt/direct/01/ _______________________________________________ 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/ ____________________________________________________________________________________ Get the Yahoo! toolbar and be alerted to new email wherever you're surfing. http://new.toolbar.yahoo.com/toolbar/features/mail/index.php

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Scope of ticket-view
by Alexander Scholler 12 Jun '07

12 Jun '07

Hi, we wan't to give our procurement-team a special view to procurement-tickets, which belong all to a special queue. We cannot give this view through customer-webgui, because the ticket-customer is the end-user who requested a procurement. So, the procurement-team has no access to these tickets. (Note that the access through company-ticket is no solution because the procurement-team shall only see tickets from "foreign" customers if they are in the procurement-queue). Granting access as OTRS-agent for the procurement-team could be a solution, giving them RO-permissions only on the procurement-queue. The problem is that then, the whole ticket could be viewed and our IT-stuff cannot exchange IT-internas within OTRS. I now think about writing my own customer-GUI-permission module to provide the procurement-team ticket-RO-access for the customer-GUI if the ticket is in the special queue. Is this an adequate solution? What do you think? Bye, Alex

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How to automatically generate and send passwords for new users?
by o o 11 Jun '07

11 Jun '07

Looking at setting up a ticket system for my consulting company. I have demo setups of both OTRS 2.2beta4 and RT right now. It seems OTRS is a better fit, but I'm looking for a way to implement the new accounts. Currently in my RT setup, when new users create a ticket via e-mail, it sends them the standard new ticket auto reply, but with their username (their e-mail address) and their password (which is generated when the account is created). Is there a way to accomplish the same feat in OTRS? ____________________________________________________________________________________ Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase. http://farechase.yahoo.com/

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Frontend::Customer::ModuleRegistration Question
by o o 11 Jun '07

11 Jun '07

Was trying to configure my system so that the 'Company Tickets' button was only available to users of a certain group. I noticed that there is a group config option when looking at this module via SysConfig. I was hoping that by creating a group and adding this group to the 'group' field it would accomplish this. However, this setting doesn't seem to do anything, or at least it doesn't do what I was hoping to accomplish. Any thoughts on this would be appreciated. ____________________________________________________________________________________ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC

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queue notification
by Tequila Troutman 11 Jun '07

11 Jun '07

Hi All, I am using otrs 2.1 on fedora 4. I get notifications on the default queues but when I set up a new queue I do not get a notification. Can anyone tell me what I am missing? _________________________________________________________________ Play games, earn tickets, get cool prizes. Play nowit's FREE! http://club.live.com/home.aspx?icid=CLUB_hotmailtextlink1

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Filtering Disposition Notifications
by Gabriele D'Andrea 11 Jun '07

11 Jun '07

Hello, I'm trying to filter messages that are response to Disposition Notifications. I've seen that this kind of messages contains the following header: Content-Type: multipart/report; report-type=disposition-notification; boundary="----=_NextPart_000_015A_01C7A9BD.EA993250" So I've tried to filter incoming messages by Content-Type header 1st, I've created a new PostMaster X-Header to be scanned for Content-Type header 2nd, I've created the following PostMaster Filter rule, that is processed for first Corrispondenza: Intestazione (header) 1: - Body Cc Content-Type Delivered-To Errors-To From Importance In-Reply-To List-Archive List-Id Mailing-List Message-ID Message-Id Organization Precedence References Reply-To ReplyTo Resent-From Resent-To Subject To User-Agent X-Loop X-Mailer X-No-Loop X-OTRS-ArticleKey1 X-OTRS-ArticleKey2 X-OTRS-ArticleKey3 X-OTRS-ArticleType X-OTRS-ArticleValue1 X-OTRS-ArticleValue2 X-OTRS-ArticleValue3 X-OTRS-CustomerNo X-OTRS-CustomerUser X-OTRS-FollowUp-ArticleKey1 X-OTRS-FollowUp-ArticleKey2 X-OTRS-FollowUp-ArticleKey3 X-OTRS-FollowUp-ArticleType X-OTRS-FollowUp-ArticleValue1 X-OTRS-FollowUp-ArticleValue2 X-OTRS-FollowUp-ArticleValue3 X-OTRS-FollowUp-Priority X-OTRS-FollowUp-Queue X-OTRS-FollowUp-SenderType X-OTRS-FollowUp-State X-OTRS-FollowUp-TicketKey1 X-OTRS-FollowUp-TicketKey10 X-OTRS-FollowUp-TicketKey11 X-OTRS-FollowUp-TicketKey12 X-OTRS-FollowUp-TicketKey13 X-OTRS-FollowUp-TicketKey14 X-OTRS-FollowUp-TicketKey15 X-OTRS-FollowUp-TicketKey16 X-OTRS-FollowUp-TicketKey2 X-OTRS-FollowUp-TicketKey3 X-OTRS-FollowUp-TicketKey4 X-OTRS-FollowUp-TicketKey5 X-OTRS-FollowUp-TicketKey6 X-OTRS-FollowUp-TicketKey7 X-OTRS-FollowUp-TicketKey8 X-OTRS-FollowUp-TicketKey9 X-OTRS-FollowUp-TicketValue1 X-OTRS-FollowUp-TicketValue10 X-OTRS-FollowUp-TicketValue11 X-OTRS-FollowUp-TicketValue12 X-OTRS-FollowUp-TicketValue13 X-OTRS-FollowUp-TicketValue14 X-OTRS-FollowUp-TicketValue15 X-OTRS-FollowUp-TicketValue16 X-OTRS-FollowUp-TicketValue2 X-OTRS-FollowUp-TicketValue3 X-OTRS-FollowUp-TicketValue4 X-OTRS-FollowUp-TicketValue5 X-OTRS-FollowUp-TicketValue6 X-OTRS-FollowUp-TicketValue7 X-OTRS-FollowUp-TicketValue8 X-OTRS-FollowUp-TicketValue9 X-OTRS-Ignore X-OTRS-Info X-OTRS-Loop X-OTRS-Priority X-OTRS-Queue X-OTRS-SenderType X-OTRS-State X-OTRS-TicketKey1 X-OTRS-TicketKey10 X-OTRS-TicketKey11 X-OTRS-TicketKey12 X-OTRS-TicketKey13 X-OTRS-TicketKey14 X-OTRS-TicketKey15 X-OTRS-TicketKey16 X-OTRS-TicketKey2 X-OTRS-TicketKey3 X-OTRS-TicketKey4 X-OTRS-TicketKey5 X-OTRS-TicketKey6 X-OTRS-TicketKey7 X-OTRS-TicketKey8 X-OTRS-TicketKey9 X-OTRS-TicketValue1 X-OTRS-TicketValue10 X-OTRS-TicketValue11 X-OTRS-TicketValue12 X-OTRS-TicketValue13 X-OTRS-TicketValue14 X-OTRS-TicketValue15 X-OTRS-TicketValue16 X-OTRS-TicketValue2 X-OTRS-TicketValue3 X-OTRS-TicketValue4 X-OTRS-TicketValue5 X-OTRS-TicketValue6 X-OTRS-TicketValue7 X-OTRS-TicketValue8 X-OTRS-TicketValue9 X-Original-To X-Priority X-Spam-Flag X-Spam-Level X-Spam-Status Valore: Impostazione: Intestazione (header) 1: - X-OTRS-ArticleKey1 X-OTRS-ArticleKey2 X-OTRS-ArticleKey3 X-OTRS-ArticleType X-OTRS-ArticleValue1 X-OTRS-ArticleValue2 X-OTRS-ArticleValue3 X-OTRS-CustomerNo X-OTRS-CustomerUser X-OTRS-FollowUp-ArticleKey1 X-OTRS-FollowUp-ArticleKey2 X-OTRS-FollowUp-ArticleKey3 X-OTRS-FollowUp-ArticleType X-OTRS-FollowUp-ArticleValue1 X-OTRS-FollowUp-ArticleValue2 X-OTRS-FollowUp-ArticleValue3 X-OTRS-FollowUp-Priority X-OTRS-FollowUp-Queue X-OTRS-FollowUp-SenderType X-OTRS-FollowUp-State X-OTRS-FollowUp-TicketKey1 X-OTRS-FollowUp-TicketKey10 X-OTRS-FollowUp-TicketKey11 X-OTRS-FollowUp-TicketKey12 X-OTRS-FollowUp-TicketKey13 X-OTRS-FollowUp-TicketKey14 X-OTRS-FollowUp-TicketKey15 X-OTRS-FollowUp-TicketKey16 X-OTRS-FollowUp-TicketKey2 X-OTRS-FollowUp-TicketKey3 X-OTRS-FollowUp-TicketKey4 X-OTRS-FollowUp-TicketKey5 X-OTRS-FollowUp-TicketKey6 X-OTRS-FollowUp-TicketKey7 X-OTRS-FollowUp-TicketKey8 X-OTRS-FollowUp-TicketKey9 X-OTRS-FollowUp-TicketValue1 X-OTRS-FollowUp-TicketValue10 X-OTRS-FollowUp-TicketValue11 X-OTRS-FollowUp-TicketValue12 X-OTRS-FollowUp-TicketValue13 X-OTRS-FollowUp-TicketValue14 X-OTRS-FollowUp-TicketValue15 X-OTRS-FollowUp-TicketValue16 X-OTRS-FollowUp-TicketValue2 X-OTRS-FollowUp-TicketValue3 X-OTRS-FollowUp-TicketValue4 X-OTRS-FollowUp-TicketValue5 X-OTRS-FollowUp-TicketValue6 X-OTRS-FollowUp-TicketValue7 X-OTRS-FollowUp-TicketValue8 X-OTRS-FollowUp-TicketValue9 X-OTRS-Ignore X-OTRS-Info X-OTRS-Loop X-OTRS-Priority X-OTRS-Queue X-OTRS-SenderType X-OTRS-State X-OTRS-TicketKey1 X-OTRS-TicketKey10 X-OTRS-TicketKey11 X-OTRS-TicketKey12 X-OTRS-TicketKey13 X-OTRS-TicketKey14 X-OTRS-TicketKey15 X-OTRS-TicketKey16 X-OTRS-TicketKey2 X-OTRS-TicketKey3 X-OTRS-TicketKey4 X-OTRS-TicketKey5 X-OTRS-TicketKey6 X-OTRS-TicketKey7 X-OTRS-TicketKey8 X-OTRS-TicketKey9 X-OTRS-TicketValue1 X-OTRS-TicketValue10 X-OTRS-TicketValue11 X-OTRS-TicketValue12 X-OTRS-TicketValue13 X-OTRS-TicketValue14 X-OTRS-TicketValue15 X-OTRS-TicketValue16 X-OTRS-TicketValue2 X-OTRS-TicketValue3 X-OTRS-TicketValue4 X-OTRS-TicketValue5 X-OTRS-TicketValue6 X-OTRS-TicketValue7 X-OTRS-TicketValue8 X-OTRS-TicketValue9 Valore: But I've got no result, the filter is not applied. Can someone tell me why this is not working? Or alternatively suggest a better method? I need to filter and ignore messages that are replies to Disposition notifications Thank you for any help -- Gabriele D'Andrea

2 2

(no subject)
by Tequila Troutman 11 Jun '07

11 Jun '07

Hi all! I have certain customers I only want to be able to send tickets to certain queues. Is this possible? I've installed otrs 2.1 on fedora 4 Thanks for any help at all! _________________________________________________________________ Like puzzles? Play free games & earn great prizes. Play Clink now. http://club.live.com/clink.aspx?icid=clink_hotmailtextlink2

2 2

apache server setup for otrs
by Tequila Schramm 11 Jun '07

11 Jun '07

Hi, Can anyone help me configure my apache server for OTRS? I'm new to Fedora. I have OTRS 2.1 and I want users to be able to type in their web server --> servicedesk.example.com but I'm stumped on were and how. Thanks!

2 2

Group and role management via LDAP
by jim＠because.org.uk 11 Jun '07

11 Jun '07

Hi team, Is there any way of storing the groups and roles for OTRS in ldap? this would be really handy, but I can't find any mention of it in the docs... thanks in advance Jim Bristol ---------------------------------------------------------------------------------------- Brislington Enterprise College Mail System This e-mail and any attachements are intended solely for the use of the individual to whom it is addressed. Any views or opinions presented are solely those of the author and do not necessarily represent those of Brislington Enterprise College. If you are not the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing, or copying of this e-mail is strictly prohibited. If you have received this e-mail in error please contact the sender. As internet communications are not secure, we do not accept legal responsibility for the contents of this message nor for any changes made after it was sent by the original sender. For information about Brislington Enterprise College, please visit http://www.because.org.uk -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

1 0

Text/plain vs text/HTML
by Arnold, Andrew 11 Jun '07

11 Jun '07

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.

1 0

Procmail test
by Mike McGrath 10 Jun '07

10 Jun '07

My procmail test is failing. I'm on RHEL5 # cat /usr/share/doc/otrs-2.1.7/doc/test-email-1.box | perl /var/www/otrs//bin/PostMaster.pl Error: Config.pm No value for 'LogModule::SysLog::Facility' in Config.pm found! Error: Config.pm No value for 'LogSystemCacheSize' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'Database::Type' in Config.pm found! Error: Config.pm No value for 'Database::Type' in Config.pm found! Error: Config.pm No value for 'Database::Limit' in Config.pm found! Error: Config.pm No value for 'Database::DirectBlob' in Config.pm found! Error: Config.pm No value for 'Database::Attribute' in Config.pm found! Error: Config.pm No value for 'Database::QuoteSingle' in Config.pm found! Error: Config.pm No value for 'Database::QuoteBack' in Config.pm found! Error: Config.pm No value for 'PostmasterUserID' in Config.pm found! ERROR: OTRS-PM-10 Perl: 5.8.8 OS: linux Time: Wed Jun 6 12:55:18 2007 Message: Found no 'PostmasterUserID' option in Config.pm! at /var/www/otrs/Kernel/System/PostMaster.pm line 48, <STDIN> line 30. Traceback (15665): Module: /var/www/otrs//bin/PostMaster.pl (v1.24) Line: 128 ============================ Anyone have any ideas? -Mike

2 6

Reports by user
by Eli Windchy 08 Jun '07

08 Jun '07

Hello, I need to generate a report that breaks down activity by user. For example, I'd like to see how many minutes user "John" logged during a given week or month. Instead, I seem only able to generate reports by customer. Can you help? If the reports cannot be configured to this level of detail, is there a way to add to the search results a column for time spent per ticket? Thanks, Elizabeth

1 0

Ticket Escalation
by Kamal 08 Jun '07

08 Jun '07

I am using OTRS 2.1.6 I have the escalation time for a queue set to 60 minutes. So when a new ticket is open, it will be escalated after 60 minutes if not handled. The problem is that when the ticket is answered by agent, the escalation time is reset to 60 minutes. How can I change the escalation time if the ticket is answered, for example keep it 60 minutes after it arrives & is not answered, but change the escalation time to 24 hours if it's answered & the customer doesn't answer. Thank you

1 0

apply manual config settings
by Gabriele D'Andrea 08 Jun '07

08 Jun '07

What should I do in oreder to apply new configurations settings when I change some config file manually? I'm running OTRS 2.1 on a Debian system Thanks a lot -- Gabriele D'Andrea

1 0

Betr.: RE: [otrs] NewTicketReject.pm
by Kevin Loyens 08 Jun '07

08 Jun '07

Hello, I want only to let the filter to update tickets and other mail should be left alone. Is that possible ? Thanks, Kevin >>> "Maurice James Ny" <maurice.james(a)verizon.net> 7/06/2007 13:09 >>> Have you gotten it to work? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Torsten Thau Sent: Wednesday, June 06, 2007 2:39 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] NewTicketReject.pm -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, Maurice James Ny schrieb: > What is NewTicketReject.pm used for? Its located in > /opt/otrs/Kernel/System/Filter/ > How do I use it? search for it in SysConfig and you'll probably find an entry in Ticket - -> Core::PostMaster: "PostMaster::PreFilterModule###3-NewTicketReject: Block all incoming emails without valid ticket number in subject with From: @example.com address." bye, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFGZlZ2vXo8m5PgoXQRAguHAJ91G5URlluMdXO9r76orl9ZTne7igCbB8Rc zHUfj4JSyjUq1/Lzo7xxhGM= =d5/E -----END PGP SIGNATURE----- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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

Implementation of otrs
by Talineau, Benoit 08 Jun '07

08 Jun '07

Hi, I'm working on a CRM project and my boss asked me to verify if otrs could be the solution for handling mail and phone request. I would like to know what could be difficult to implement otrs in my company. What should be done? On which point should I be vigilant? I have read the documentation but some point are still blur. Thanks for your help. ______________________________ <<Picture (Metafile)>> Benoit Talineau Alliance Project Assistant NEC Computers SAS Angers ' +33(0) 2 41 36 70 98 * Benoit.Talineau(a)nec-computers.com

2 1

ORTS, LDAP and AD groups
by Matthew Joyce 08 Jun '07

08 Jun '07

Hi all, I'm having glacial progress with getting otrs (Debian) to authenticate with Active Directory. I've have trawled the archives and I'm still not even sure the setup I'm after can be done. I have a standard structure of OUs Customer and Agent account are distributed throughout the OUs I'd like to put Agents in a group to distinguish then from Customers The login IDs should be their samAccountName Group membership can be derived from the group attribute 'member' which contains users DNs. here's the config... $Self->{'AuthModule::LDAP::UID'} = 'samAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS-Agents,ou=Groups,dc=domain,dc=local'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'distinguishedname'; Looking at the log, it seems membership is being tested using the Login ID and failing. Jun 8 11:37:28 vm-helpdesk OTRS-CGI-10[13668]: [Notice][Kernel::System::Auth::LDAP::Auth] User: mjoyce authentication failed, no LDAP group entry foundGroupDN='cn=OTRS-Agents,ou=Groups,dc=domain,dc=local', Filter='(member=mjoyce)'! (REMOTE_ADDR: x.x.x.x). Have I misunderstood how this authentication process works ? Can anyone advise me ? Thanks Matt

1 0

WebWatcher Use?
by Tequila Schramm 07 Jun '07

07 Jun '07

Does anyone know how to work the webwatcher with OTRS. I'm using Fedora as my host.

1 0

Can't save changes to core framework
by Tequila Schramm 07 Jun '07

07 Jun '07

Hi, In the core frame, when I make changes to the FQDN, AdminEmail and Organization fields and click up, everything goes back to default and my changes are not saved. Anyone have any idea why? Kind Regards, Tequila Schramm Network Administrator MacGregor Golf Company 229-420-7106

2 6

NewTicketReject.pm
by Maurice James Ny 07 Jun '07

07 Jun '07

What is NewTicketReject.pm used for? Its located in /opt/otrs/Kernel/System/Filter/ How do I use it?

3 3

Agents adding tickets
by jim＠because.org.uk 07 Jun '07

07 Jun '07

Hi all, I'm pretty new to this OTRS, and I can't find a way of agents adding tickets on behalf of customers - can this be done? In order to get this system accepted by our users, I want to use it initially as something to log phone requests etc... thanks in advance Jim Potter Bristol UK ---------------------------------------------------------------------------------------- Brislington Enterprise College Mail System This e-mail and any attachements are intended solely for the use of the individual to whom it is addressed. Any views or opinions presented are solely those of the author and do not necessarily represent those of Brislington Enterprise College. If you are not the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing, or copying of this e-mail is strictly prohibited. If you have received this e-mail in error please contact the sender. As internet communications are not secure, we do not accept legal responsibility for the contents of this message nor for any changes made after it was sent by the original sender. For information about Brislington Enterprise College, please visit http://www.because.org.uk -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

3 2

How to close all child tickets
by Орлов Олег 06 Jun '07

06 Jun '07

HI For example, some ticket has few child tickets (made by child-parent links) How to make auto-closing all child tickets when parent of all tickets is closing? Орлов Олег <oo(a)nio.ru>

1 0

Re: [otrs] State: Response
by Gustavo Azambuja 06 Jun '07

06 Jun '07

ok, I could do!! you have add a new state, ex: "response", now, in sysconfig, change the state in "Ticket::DefaultNextComposeType" to "response". Now, in Postmaster filter, create one filter with Subject = .*Ticket.* then X-ORTS-State = open end. now you have two state, one for open tickets without response for customer (response) and one state (open) to tickets with response of customer. -- 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 -----------------------------

1 0

FAQ
by Greg Evans 06 Jun '07

06 Jun '07

i figured it out... thank you _________________________________________________________________ Get a preview of Live Earth, the hottest event this summer - only on MSN http://liveearth.msn.com?source=msntaglineliveearthhm

1 0

FAQ module / newbie question
by Greg Evans 06 Jun '07

06 Jun '07

I'm new to the whole open source stuff. I just installed OTRS and installed the FAQ module via package manager. It is in my local depository and it's installed. I cannot for the life of me figure out how to access this or edit this. How do i access the FAQ so i can change it via the agent i'm logged in as? _________________________________________________________________ Picture this share your photos and you could win big! http://www.GETREALPhotoContest.com?ocid=TXT_TAGHM&loc=us

2 1

Error messages in log file / debug mode
by Tobias Lütticke 06 Jun '07

06 Jun '07

Hi all, I have my OTRS 2.1.6 running in debug mode and it produces a number of error messages ever since. However, these seem not to indicate real problems. I think. What's bothering me is that OTSR prefixes them with "Error" and if I scan the logs on a regularly basis I do find this messages which in turn do /not/ indicate problems. Ever had a log-file analysis script telling you "Found 83,545,334 errors"? I feel a heart-attack coming :-) Here an example: Debug: Config.pm ->Get('Database::Limit') --> Error: Config.pm No value for 'Database::Limit' in Config.pm found! Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/Config/Defaults.pm line 1697, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::QuoteSingle') --> Error: Config.pm No value for 'Database::QuoteSingle' in Config.pm found! Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/Config/Defaults.pm line 1697, <PRODUCT> line 4. Debug: Config.pm ->Get('Database::QuoteBack') --> Error: Config.pm No value for 'Database::QuoteBack' in Config.pm found! Of course I tried to set these values in Kernel/Config.pm (though 'officially' these are not configuration options). Unfortunately, this does not impress OTRS at all. Anyway, the values are registered in Kernel/System/DB/<db>.pm and I do not see any need at all to store them in Config.pm additionally, since it's the right way to encapsulate these database-specific values in a DB driver module. Though this is no serious error (the system is running well) it is a rather bothering issue with regard to operations. I know, may of you are fighting with functional issues, but any ideas nonetheless? Thanks Tobias -- 21. Never wrestle with a pig. You both get dirty and the pig likes it. -- One of 21 Thoughts to Get You Through Almost Any Crisis

2 3

LDAP Customer Backend
by Jason Hill 06 Jun '07

06 Jun '07

Greetings all; We're trying to get OTRS 2.2 Beta4 configured to connect to our LDAP server to provide a listing of all the potential customers at the university. I'm not seeing any error messages in the apache error logs, or the OTRS error log. When in the Phone Ticket dialog, entering a search item and clicking search customer returns nothing. I have included the Kernel/Config.pm file for reference. Using netstat -tc I see two connections to the LDAP server startup, but there is no returned data to the webform. I've also done some work in the web configuration section that mimics the information in Kernel/Config.pm . When I make changes from OTRS, I do not see any changes in Kernel/Config.pm . Could this also be part of the issue? Thanks in advance for any help you can provide. -Jason ------------------------------------- Kernel/Config.pm ------------------------------------- package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = 'localhost'; # Database # (The database name.) $Self->{Database} = 'ob4'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = 'otrs'; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'ldap.example.com, # ldap base dn BaseDN => 'dc=example,dc=com' # 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 => '', # UserPw => '', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=computer)', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', # CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenName', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], #[ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], Map => [ [ 'UserFirstname', 'Firstname', 'givenName', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephoneNumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postalAddress', 1, 0, 'var', '', 0 ], ], }; $Self->{Debug}=0; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $Self->{FQDN}='fqdn.example.com'; $Self->{DefaultCharset}='utf-8'; $Self->{CheckMXRecord}=1; $Self->{TicketNumberGenerator}='Kernel::System::Ticket::Number::AutoIncrement'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.18 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; -- Jason Hill jahill(a)iastate.edu ISU Veterinary Teaching Hospital Ames, IA 50011

3 2

HMMMMM..... FileManager Broken, or Me?
by Shawn Beasley 06 Jun '07

06 Jun '07

Help, I have installed v1.2.1 from the FileManger utility and can create/delete directories and create files. But, unfortunately, when I want to delet a file I receive: Error: Can't create trash directory Trash/: Permission denied Is this a bug, or have I missed some info? --Shawn

2 2

POP3 pickups not working
by Matthew Joyce 06 Jun '07

06 Jun '07

Hi, I've literally just installed OTRS and I'm trying to setup a pop3 mailbox pickup. OTRS 2.0.4p01-17 (on Debian), Mailbox on Exchange.2003. I've created a mailbox on our mail system Mail arrives in the mailbox. I can login and check it via a pc client. Using the same credentials on the OTRS system, I see the following error in the system log. Wed Jun 6 16:00:01 2007 error OTRS-PM3-10 Can't connect to mail.domain.com >From a shell : # ./PostMasterPOP3.pl ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Wed Jun 6 16:01:24 2007 Message: Can't connect to mail.domain.com Traceback (8805): Module: main::FetchMail (v1.17) Line: 154 Module: ./PostMasterPOP3.pl (v1.17) Line: 126 connecting via fetchmail works... # fetchmail -c -u helpdesk mail.domain.com 1 message (1 seen) for helpdesk at mail.domain.com I don't understand why OTRS is having difficulty accessing the mailbox. Can anyone suggest my next step ? Thanks

1 0

Re: [otrs] Unregistered customers ?
by o o 06 Jun '07

06 Jun '07

Yes and yes ----- Original Message ---- From: Matthew Joyce <matt.joyce.lists(a)gmail.com> To: otrs(a)otrs.org Sent: Tuesday, June 5, 2007 6:54:10 PM Subject: [otrs] Unregistered customers ? Hi, I've been looking for a new ticketing system over the past few months and I keep coming back to OTRS. We have have multiple support teams supporting internal customers, that seem simple enough. We also would like to support external customers, but we don't want to create customer accounts prior to use. We're a non-profit, we have donors who email us questions and requests, we want to capture these conversations in the ticketing system. Does OTRS support unknown customers creating tickets via email ? Does it automatically create a new customer account based on the email address (that would be fine) ? Many thanks Matt _______________________________________________ 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/ ____________________________________________________________________________________ Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. http://mobile.yahoo.com/go?refer=1GNXIC

1 0

Unregistered customers ?
by Matthew Joyce 06 Jun '07

06 Jun '07

Hi, I've been looking for a new ticketing system over the past few months and I keep coming back to OTRS. We have have multiple support teams supporting internal customers, that seem simple enough. We also would like to support external customers, but we don't want to create customer accounts prior to use. We're a non-profit, we have donors who email us questions and requests, we want to capture these conversations in the ticketing system. Does OTRS support unknown customers creating tickets via email ? Does it automatically create a new customer account based on the email address (that would be fine) ? Many thanks Matt

1 0

Re: [otrs] Using multiple companies in OTRS
by o o 06 Jun '07

06 Jun '07

Still working on this, and although I've made some progress, I'm kinda stuck now. I enabled "Customer Users <=> Groups" and created a new group called 'ctadmins' (Company Ticket Admins). I was hoping that by setting that group as the group under: Config Options: Ticket -> Frontend::Customer::ModuleRegistration / CustomerFrontend::Module###CustomerTicketOverView that it would only show the Company Tickets button to members of that group. Didn't work that way. So now I'm trying to design a Ticket ACL that would prevent the display of tickets where if the ticket:customer_id matches the customer:customer_id AND they are in the 'ctadmin' group they can display the tickets. However I'm pretty short on sleep right now, so I'm fresh out of ideas. If anyone else has traveled down this path, I'd sure like to hear from you. ----- Original Message ---- From: o o <bj_5150(a)yahoo.com> To: otrs(a)otrs.org Sent: Thursday, May 24, 2007 9:49:15 AM Subject: [otrs] Using multiple companies in OTRS Stumbled across OTRS and it looks really nice. Wondering how I can best customize it to fit my needs. I have multiple clients that I support, and I envisioned the following setup: One set of queues. One (or more) admin users per company. All normal users can only see their own tickets. All company admins can see all tickets for their company (and possibly get e-mail notification on new and completed tickets. >From what I've read in the documentation, it looks like this can't be achieved. Granted, I've only gone thru the documentation once, and it's pretty late. It looks like I'd have to create queues for each company in order to have the 'company admin' users. If anyone else has done a similar implementation, or has ideas on how to configure OTRS in such fashion, I'd appreciate the advice. Thanks ____________________________________________________________________________________Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.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/ ____________________________________________________________________________________ Get the Yahoo! toolbar and be alerted to new email wherever you're surfing. http://new.toolbar.yahoo.com/toolbar/features/mail/index.php

1 0

SpamAssassin, OTRS, and Filtering...
by Jeff Shepherd 05 Jun '07

05 Jun '07

Hello, I have SpamAssassin on my mail server. Anything that scores a 6.0 or higher is flagged as spam and "***SPAM***" gets added to the beginning of the subject line. I have tried numerous filtering techniques, including keeping a mail client (such as Thunderbird or MacMail) open to help take out the spam before OTRS gets it. This, while it has helped, can't possibly be the solution, I've got to be missing something. Right now, my Generic Agent filter for spam is as follows: If: Subject = [SPAM] X-Spam-Flag = Yes X-Spam-Status = Yes Then: X-OTRS-Ignore = Trash However, this doesn't help. I've tried changing Queues with it (i.e. X-OTRS-Queue = Trash), changed the "Subject" setting (i.e. Subject = [S][P][A][M], Subject = SPAM, Subject = "***SPAM***" - which turns out to be invalid) and other options that I just can't remember them anymore. I've been working on trying different tricks for the past 6 months (OTRS was implemented on 1/1/07) and I just can't think of anything else to try. I've read the following resources with no avail to a solution: http://doc.otrs.org/2.1/en/html/x1020.html http://doc.otrs.org/2.1/en/html/x1215.html#email-receiving-filter Does anyone have any suggestions? I'm open to try anything. Thank you so much! -Jeff

3 5

Re: [otrs] Error with Customer Database backend
by kekieres＠arsystel.com 05 Jun '07

05 Jun '07

Hi all, A little update to my previous mail... The error I get in otrs.log is the following: [Tue Jun 5 17:22:05 2007][Error][Kernel::System::DB::new][172] Can't create a new thread (errno 11); if you are not out of available memory, you can consult the manual for a possible OS-dependent bug The error I showed before is shown to the agent browser: > Can't connect to database! at /opt/otrs/Kernel/System/CustomerUser/DB.pm line 56. I've doublechecked whether mi OTRS-system can access the MySQL box and there is no problem, it's accesible. Any sugestion? Thanks, Rafa. kekieres(a)arsystel.com escribió: > Hi all, > > I've configured in Kernel/Config.pm to have a Customer database backend > (in my case it will be a MySQL in a different server). > Here you have the related lines (only not comented lines): > > $Self->{CustomerUser} = { > Name => 'Database Backend', > Module => 'Kernel::System::CustomerUser::DB', > Params => { > # if you want to use an external database, add the > # required settings > DSN => 'DBI:mysql:database=XXXXX;host=X.X.X.X', > User => 'db_user', > Password => 'db_user_passwd', > Table => 'users_table', > }, > # customer uniq id > CustomerKey => 'username', > # customer # > CustomerID => 'email', > # CustomerValid => 'id', #don't have an equivalent in my DB > CustomerUserListFields => ['name','email'], > CustomerUserSearchFields => ['username', 'name', 'email'], > CustomerUserSearchPrefix => '', > CustomerUserSearchSuffix => '*', > CustomerUserSearchListLimit => 250, > CustomerUserPostMasterSearchFields => ['email'], > CustomerUserNameFields => ['name'], > CustomerUserEmailUniqCheck => 1, > ReadOnly => 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', 'name', 1, 1, > 'var', '', 1 ], > [ 'UserLogin', 'Username', 'username', 1, 1, > 'var', '', 1 ], > [ 'UserPassword', 'Password', 'password', 0, 0, > 'var', '', 1 ], > [ 'UserEmail', 'Email', 'email', 0, 1, > 'var', '', 1 ], > [ 'UserPhone', 'Phone', 'telefono', 1, 1, > 'var', '', 1 ], > [ 'UserCustomerID', 'CustomerID', 'email', 0, 1, 'var', '', 1 ], > ], > # default selections > Selections => { > # UserSalutation => { > # 'Mr.' => 'Mr.', > # 'Mrs.' => 'Mrs.', > # }, > }, > }; > > > > The point is that it has been working for sometime (a couple of days) and > now I get this error in logfile otrs.log: > [error] Can't connect to database! at > /opt/otrs/Kernel/System/CustomerUser/DB.pm line 56. > > Does anybody has had some similar problem? > > Thanks in advance, > > Rafa > > > > _______________________________________________ > 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

Error with Customer Database backend
by kekieres＠arsystel.com 05 Jun '07

05 Jun '07

Hi all, I've configured in Kernel/Config.pm to have a Customer database backend (in my case it will be a MySQL in a different server). Here you have the related lines (only not comented lines): $Self->{CustomerUser} = { Name => 'Database Backend', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:mysql:database=XXXXX;host=X.X.X.X', User => 'db_user', Password => 'db_user_passwd', Table => 'users_table', }, # customer uniq id CustomerKey => 'username', # customer # CustomerID => 'email', # CustomerValid => 'id', #don't have an equivalent in my DB CustomerUserListFields => ['name','email'], CustomerUserSearchFields => ['username', 'name', 'email'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['name'], CustomerUserEmailUniqCheck => 1, ReadOnly => 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', 'name', 1, 1, 'var', '', 1 ], [ 'UserLogin', 'Username', 'username', 1, 1, 'var', '', 1 ], [ 'UserPassword', 'Password', 'password', 0, 0, 'var', '', 1 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 1 ], [ 'UserPhone', 'Phone', 'telefono', 1, 1, 'var', '', 1 ], [ 'UserCustomerID', 'CustomerID', 'email', 0, 1, 'var', '', 1 ], ], # default selections Selections => { # UserSalutation => { # 'Mr.' => 'Mr.', # 'Mrs.' => 'Mrs.', # }, }, }; The point is that it has been working for sometime (a couple of days) and now I get this error in logfile otrs.log: [error] Can't connect to database! at /opt/otrs/Kernel/System/CustomerUser/DB.pm line 56. Does anybody has had some similar problem? Thanks in advance, Rafa

1 0

root@localhost question
by Nick Goldwater 05 Jun '07

05 Jun '07

I have noticed that when I move a ticket into another queue it's owner becomes root@localhost. Does anyone know how to keep the current owner intact when changing queues? Move Ticket moved into Queue "Test" (41) from Queue "Support" (5). OwnerUpdate New owner is "root@localhost" (ID=1). Thanks!

2 2

Filter only replys on POP3
by Kevin Loyens 05 Jun '07

05 Jun '07

Hello, I want to create a filter that only mails recived by the POP3 agent that are a reply from a customer to a ticket are processed. Is there a way that i can do that ? I Dont know wich kind of filter i need to create Thanks, kevin

2 2

Need suggestion with DBD::mysql, mysql-5.0 and connection limit
by Andrew Stesin 04 Jun '07

04 Jun '07

Dear OTRS users and admins, may I ask you for some suggestion please. We have a FreeBSD-6.2 system (2*Xeon, 6Gb RAM, PAE mode) which is running MySQL 5.0.something, Apache 1.3.fairly-recent, and an OTRS TT system (see http://otrs.org) of revision 2.0.* We are mostly happy with OTRS - it is a really great TT system, a real commercial grade product, it worth attention in any case. There are about 100-150 users working with the system in parallel. Unfortunately, we don't have any Perl/Apache/MySQL guru in staff at the moment, we all are not programmers (and didn't need to be, really, until now). System is running for year now, with no serious problems until last Friday. Than strange things started happening: client connections hang, fails, and in apache logs i see that: [Mon Jun 4 12:14:44 2007] index.pl: DBI connect('database=otrs;host=localhost;','otrs',...) failed: Too many connections at /home/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 191 or occasionally the same but at line 168. Those are just plain simple "connect" statements, nothing unusual. There are no limits on connections with our MySQL installation that I'm aware of. I checked the docs, no mention of connection limit for MySQL. I just doubled all the memory buffers and other constants in my.cnf - it seems to help but not to cure the problem. Ok I thought and started to look for some limit on connections in DBD::mysql. Also didn't find any. Now I am stuck: what limit are we hitting now? Where is it located? We need to bump it up twice and the system will work flawlessly as usual. Would you please mind providing me some help or suggestion on what is the limit and where to change it? Thanks a lot in advanse! p.s. And yet another 2 questions: if we decide to move to OTRS 2.2 (now beta), will we get a migration tool to import all the current ticket database? And will 2.2 work in Ukrainian or in Russian for us? Thank you! WBR, Andrew Stesin

2 2

OTRS2 (Debian and LDAP) problems
by Jim Potter 04 Jun '07

04 Jun '07

Hi Team, I am just getting started with OTRS, and I'm trying to get the LDAP features to work... probably the firwst thing to ask is - how can I get a decent level of debugging (I've set apache to run as debug but this doesn't really tell me anything useful) - is there anything in OTRS itself? Following smoothly on - I've got it all running OK with Postgresql, but am having problems integrating LDAP for agents and customers (config attached)... I'm pretty sure its connecting alright, because if I say I've forgotten my password, it sends me a new one (that doesn't work either), and knows that the customers are stored in something called 'BEC Users' (and can't add new ones). If I activate the first bit (authmodule) then I can't log in as an agent; if I activate the second, I can't log in as a customer. Does anyone have any tips, opr could you send me a working Config.pm to compare please? thanks in advance Jim Potter Brislington Enterprise College $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldap-master'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=icttechnicians,ou=supportstaff,ou=staffusers,ou=users,dc=brislington,dc=bristol,dc=sch,dc=uk'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = ''; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,ou=system,dc=brislington,dc=bristol,dc=sch.dc=uk'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxx'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{CustomerUser} = { Name => 'BEC Users', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'ldap-master', BaseDN => 'ou=users,dc=brislington,dc=bristol,dc=sch,dc=uk', SSCOPE => 'sub', UserDN => 'cn=otrs,ou=system,dc=brislington,dc=bristol,dc=sch,dc=uk', UserPw => 'xxx', AlwaysFilter => '', Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, CustomerKey => 'uid', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, AdminSetPreferences => 0, Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ] ], }; -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

3 3

Forwarding customer email to agents
by Christophe Pouillet 04 Jun '07

04 Jun '07

Hi list, We are trying to setup otrs to use in our company. Our support team is split over different customer sites and don't always have an access to the Web. So, we would like to use OTRS with email. As far as we tested it, it works correctly. But in our case, we need that an agent could directly reply to a customer after OTRS have been assigned a ticket number : customer sends email => otrs opens a new ticket then otrs sends out a ticket forward or a notification to a common list alias (i.e notification-ticket) shared by our agents. This notification would include the customer email address in the cc or reply to field to allow a direct answer from our agent. We can't use standard otrs notification because it is send by otrs system and the agent cannot do a single reply to directly to the customer. Does anyone had ever faced this need and found a solution (if it is possible with OTRS). TIA for your lights, Regards, *Christophe Pouillet* ZAC des Metz - 3 Rue du petit robinson - 78350 JOUY EN JOSAS Tél: 01 30 67 60 65 - Fax: 01 72 89 80 19 - GSM: 06.71.01.68.76 email: cpouillet(a)exosec.fr - www.exosec.fr ------------------------------------------------------------------------

2 1

Email to Ticket Trouble
by Jason Kleinberg 02 Jun '07

02 Jun '07

I recently installed OTRS on a Apple XServ, and everything is working, except I can not get a ticket created by email. I am accessing the email via POP3, and it is running on the same server. When I run the PostMasterPOP3.pl, it gets the email, but it is not added to the queue. I have the system email addresses set up, as well as the PostMaster POP3 settings set up. I have checked the mailing list history, and I could not find a matching problem and solution to my issue. If anyone has any advice to assist me, I would greatly appreciate it. Thank you in advance. - Jason Kleinberg

3 2

Re: [otrs] Customer backend issues, admin Ok, auth not working
by Tobias Lütticke 01 Jun '07

01 Jun '07

Hi Steve, > I noticed Tobias mentioned the customer auth module, I do have this set > up as far as I can tell. I don't really have any experience with a separate DB as authentication backend, but let's see... > Tobias also mentioned "OTRS needs to sync user information to its local > database and needs the config for it" , does this mean that when a > customer is found in the backend, and a ticket is added, that the > customer information is also stored in the local DB. I am not entirely sure when OTRS syncs. It does it upon login, that's a fact. I did not check, but your assumption sounds reasonable. In your config it's the definition following > Map => [ which defines what pieces of information will be copied from your oracle backend to the MySQL DB. > My config file follows I am mising the following in your config: Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; You have to tell OTRS what authentication mechanism you want to use. You have the details (DB::DSN,..), but the initial choice (DB, LDAP,..) seems to be missing. Or do I miss something myself? Cheers Tobias -- Tobias Lütticke Systems Architecture inovex GmbH Pforzheim (Head Office) Karlsruher Strasse 71 D-75179 Pforzheim Tel.: +49 (0)72 31 / 31 91 - 84 Fax: +49 (0)72 31 / 31 91 - 91 mailto:t.luetticke@inovex.de http://www.inovex.de

2 1

Customer backend issues, admin Ok, auth not working
by Steve Farmer 01 Jun '07

01 Jun '07

Hi I am using and existing oracle DB as a customer backend, and I have it working fine from the admin area, but am having trouble with customer auth. I noticed Tobias mentioned the customer auth module, I do have this set up as far as I can tell. Tobias also mentioned "OTRS needs to sync user information to its local database and needs the config for it" , does this mean that when a customer is found in the backend, and a ticket is added, that the customer information is also stored in the local DB. My config file follows Regards Steve package Kernel::Config; sub Load { my $Self = shift; # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'xxxx'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'xxxx'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'xxxxxx'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; # CustomerUser # (customer user database backend and settings) $ENV{ORACLE_HOME} = '/home/oracle'; $Self->{CustomerUser} = { Name => 'Registered Customers', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Oracle:sid=info;host=xxxxxx.bookingcenter.com;port=1521;', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', User => 'xxxxxx', Password => 'xxxxxx', Table => 'customer_user', }, # customer uniq id CustomerKey => 'id', # customer # CustomerID => 'customer_id', # CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], CustomerUserSearchFields => ['customer_id', 'last_name', 'email'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation','first_name','last_name'], CustomerUserEmailUniqCheck => 1, # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # just a read only source ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, # 'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], # [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], # default selections Selections => { UserSalutation => { 'Mr.' => 'Mr.', 'Mrs.' => 'Mrs.', }, }, }; $Self->{'Customer::AuthModule::DB::DSN'} = "DBI:Oracle:sid=info;host=xxxxx.bookingcenter.com;port=1521;"; $Self->{'Customer::AuthModule::DB::User'} = "xxxxxx"; $Self->{'Customer::AuthModule::DB::Password'} = "xxxxxx"; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'BookingCenter LLC'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'otrs.bookingcenter.com'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'DefaultCharset'} = 'iso-8859-1'; $Self->{'AdminEmail'} = 'admin(a)bookingcenter.com'; -- ----------------------------------------- BookingCenter.com http://www.bookingcenter.com the Internet way to manage and sell your property's inventory. US Office (707) 874-3922 - tel (718) 228-5959 - fax United Kingdom Office Tel 020 8133 7393

1 0

(no subject)
by Zamira 01 Jun '07

01 Jun '07

How to bind OTRS to email so that each new message in inbox appeared as a newly opened ticket in OTRS which would be automatically sent to the sender?

1 0

Re: [otrs] Permissions to add notes
by Gabriele D'Andrea 01 Jun '07

01 Jun '07

Well, it's kind of an old post, but I can try to answer all the same, cause maybe it can be useful for others to know. To only allow an agent to add a note without rw permissions, you can change the SysConfig. I'm using OTRS 2.1.7 and it can be don through the web interface, for older version maybe you'll have to edit the config files manually (or maybe it's not possible at all) B.1.1. Core B.1.1.23. System::Permission Description Value Description: The different system permissions of the agents in the system (also possible in addition is note, close, pending, customer, freetext, forward and bounce - rw should be the latest in the line). Group: Framework Just add note to the list of default permissions (remember that rw should always remain last in the list Hope this will help :) -- Gabriele D'Andrea

1 0

How to create custom permissions for Agents and Customers
by Gabriele D'Andrea 01 Jun '07

01 Jun '07

Hello, I would like to know how to create custom permissions for either agents and customers -- Gabriele D'Andrea

1 0

Error when closing tickets
by Maurice James Ny 01 Jun '07

01 Jun '07

I get this error when ever I close tickets. The tickets end up being closed, but in a locked status. Does anyone have any ideas on why this is happening? Software error: Unknown encoding '' at /opt/otrs//Kernel/System/Email.pm line 255 For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error.

3 7

NewTicketReject.pm
by Maurice James Ny 31 May '07

31 May '07

What is NewTicketReject.pm used for? Its located in /opt/otrs/Kernel/System/Filter/ How do I use it?

1 0

Well after i fixed the bug, i get this
by Jonathan Larsen 31 May '07

31 May '07

Please see attached emails that OTRS is sending me Jonathan Larsen Mountain West Heart Center IT Dept it(a)heartslc.com 801.270.4108

5 6

Question for Notification for follow up
by ^_^ patrick 31 May '07

31 May '07

1 0

Agent new ticket notification & reply-to field
by Christophe Pouillet 31 May '07

31 May '07

Hi list, Does anyone could tell me if there is any way to setup the reply-to field for a notification to an agent ? I would like to send agent new ticket notification with the reply-to field set with customer email. This would able my agents to directly reply to the customer by email with a cc to otrs. Thanks for your ideas, Regards, Christophe. EXOSEC SAS - France

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State: Response
by Gustavo Azambuja 31 May '07

31 May '07

Hi, frist: sorry for my english. I want unlock the response of my customers but not the tickets with a agent response.... in other words, the new menssages (new tickets or not) i want in my inbox, the other tickets not (locked but without a response) Any ideas? ---- PAra el que entienda español: Quiero que los mensajes nuevos (pueden o no ser nuevos tickets) no se bloquen para el usuario y aparezcan siempre en la Inbox pero que los mensajes que los agentes responden, y aún no fueron contestados por los clientes permanezcan bloqueados para ese usuario. Ideas? -- 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 -----------------------------

1 0

Filter only replys on POP3
by Kevin Loyens 31 May '07

31 May '07

Hello, I want to create a filter that only mails recived by the POP3 agent that are a reply from a customer to a ticket are processed. Is there a way that i can do that ? I Dont know wich kind of filter i need to create Thanks, kevin

1 0

Simple code to add <OTRS_TICKET_ID> to signature
by Gustavo Azambuja 31 May '07

31 May '07

Hi all, I've found it helpful to add support for inserting the ticket ID within the signature and added the following snippet to Kernel/Modules/AgentTicketCompose.pm: Immediately after the following line: $Data{$_} =~ s/<OTRS_USER_LOGIN>/$Self->{UserLogin}/g; I added the following: $Data{$_} =~ s/<OTRS_TICKET_ID>/$Ticket{TicketNumber}/g; Full code: # replace other needed stuff $Data{$_} =~ s/<OTRS_FIRST_NAME>/$Self->{UserFirstname}/g; $Data{$_} =~ s/<OTRS_LAST_NAME>/$Self->{UserLastname}/g; $Data{$_} =~ s/<OTRS_USER_ID>/$Self->{UserID}/g; $Data{$_} =~ s/<OTRS_USER_LOGIN>/$Self->{UserLogin}/g; $Data{$_} =~ s/<OTRS_TICKET_ID>/$Ticket{TicketNumber}/g; -- 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 -----------------------------

1 0

Duplicate replies send to customers
by Gabriele D'Andrea 31 May '07

31 May '07

When sending mail replies from the agent web interface, it happens that customers receive duplicate mails. In practice, when an agent sends a reply from the web interface, in the To field the following address is displayed: "mail\*customer\.com" <mail*customer.com> then the reply is sent twice (* stands for @) If I correct the the entry in the To field in: mail*customer.com then teh reply is correctly sent once. Any idea about the reason for such a weird behaviour? -- Gabriele D'Andrea

1 0

Filter only replys on POP3
by Kevin Loyens 31 May '07

31 May '07

Hello, I want to create a filter that only mails recived by the POP3 agent that are a reply from a customer to a ticket are processed. Is there a way that i can do that ? I Dont know wich kind of filter i need to create Thanks, kevin

1 0

Pending reminder notices won't stop
by Jennifer Valdez 30 May '07

30 May '07

Hello, I have a ticket that was set for a pending reminder. It has since been closed, but the system continues to send reminders every week. The database lists the status as closed not "pending reminder". Any idea why it won't stop sending emails? Thanks for any ideas on how to solve this. Jennifer Valdez

1 0

PostMaster POP3 Account problem
by Nathan Campbell 30 May '07

30 May '07

I have had OTRS running for 6 months now and no problems. I received a call from the department using it and was notified that there are no new emails arriving in the system for the past few days. All messages go to a single POP3 account and imports the messages into the OTRS system and from there the messages are routed into the queues based on Subject or To / From filters. I have verified that the password is correct in Active Directory, Config.pm, and set through the interface. I now have a backlog of over 200 messages - how can I force the system to import them? This used to happen automatically (I never even setup a CRON job) but now they are not being pulled over. Windows 2003 Server OTRS 2.1.7 MySQL Exchange 2000 Thanks! Nathan Campbell

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RE: [otrs] PostMaster POP3 Account problem / PID already running
by Nathan Campbell 30 May '07

30 May '07

I know of TCPView from SysInternals. I had rebooted the server several times and manually stopped and started the OTRS process. No avail. Thanks, Nathan Campbell Systems Administrator Dallas Symphony Association n.campbell(a)dalsym.com 214-871-4026 http://www.dallassymphony.com Need IT Support? Submit a help ticket! http://dsaweb/helpdesk -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Wednesday, May 30, 2007 1:08 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] PostMaster POP3 Account problem / PID already running Yeah the message that you get: >> [Wed May 30 10:26:17 2007][Notice][Kernel::System::PID::PIDCreate] Can't >> create PID PostMasterPOP3, because it's already running >> (computername.domain.com/82712) You should investigate whether there is a runaway zombie process still running. You shouldn't have had to change that ID, it doesn't really hurt anything but still.. If you were using a *nix I could help # ps -eaf |grep -i perl In windows, there is something like that from sysinternals, maybe that can help. -Andy On 5/30/07 12:59 PM, "Nathan Campbell" <n.campbell(a)DalSym.com> wrote: > I think I resolved the problems - not sure how or why it happened, bu tin the > SysConfig - Core:Postmaster section > (otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup= Core::P > ostMaster&SysConfigGroup=Ticket) > > I modified the message size settings and reconnect count as suggested by Andy > and I also changed the PostmasterUserID to 2. It seemed to be worth a shot > since I was getting a PID already in use error message. At this point my > messages are dropping into the system and I do not see any errors in the log. > > Thanks to everyone for your help! > > Nathan Campbell > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy > Lubel > Sent: Wednesday, May 30, 2007 11:14 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] PostMaster POP3 Account problem > > On 5/30/07 11:59 AM, "Nathan Campbell" <n.campbell(a)DalSym.com> wrote: > >> Not worried about the CRON thing anymore it is working. Still not getting >> messages into the system, but I don¹t believe it is CRON. >> Maybe this is closer to the problem it¹s so rare that I am required to deal >> with OTRS anymore that I forget how to troubleshoot the thing >> >> I checked the log (duh!) and found that 5 days ago something caused >> authentication to fail: >> >> [Fri May 25 15:29:25 2007][Error][Kernel::System::Email::SMTP::Send][76] SMTP >> authentication failed! Enable debug for more info! >> [Fri May 25 15:50:02 2007][Error][main::FetchMail][166] Auth for user >> customerservice2(a)mail.dalsym.com failed! >> Rinse repeat > This doesn't seem like a POP3 auth problem, its that you have SMTP auth > enabled. Check those settings in sysconfig. >> >> But, I kind of already had that idea before even looking at the log, so I >> changed the passwords for the POP3 account so I am no longer seeing that >> message and in fact a couple of messages did drop into the system after I >> made >> that modification: > Hmm ok, but remember SMTP and POP3 auth are different. On your exchange > server do you have SMTP auth on? >> >> [Wed May 30 09:50:29 2007][Notice][main::FetchMail] Fetched 20 email(s) from >> customerservice2(a)mail.dalsym.com. >> >> But like I said there are over 200 messages in that mailbox why only fetch >> 20 of them?? >> Here are the most recent log entries I do not understand the PID message >> but >> believe that to be a problem. > OTRS by default only receives 20 at a time (per scheduled cron). This can > be changed in sysconfig as well. If you have 100 messages running the script > 5 times will pull 100 messages. >> >> >> [Wed May 30 10:00:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't >> create PID PostMasterPOP3, because it's already running >> (computername.domain.com/82712) >> [Wed May 30 10:00:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] >> Module 'Kernel::Config::GenericAgent' not found! >> [Wed May 30 10:10:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't >> create PID PostMasterPOP3, because it's already running >> (computername.domain.com/82712) >> [Wed May 30 10:20:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't >> create PID PostMasterPOP3, because it's already running >> (computername.domain.com/82712) >> [Wed May 30 10:20:04 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] >> Module 'Kernel::Config::GenericAgent' not found! >> [Wed May 30 10:26:17 2007][Notice][Kernel::System::PID::PIDCreate] Can't >> create PID PostMasterPOP3, because it's already running >> (computername.domain.com/82712) >> [Wed May 30 10:26:30 2007][Notice][Kernel::System::PID::PIDCreate] Can't >> create PID PostMasterPOP3, because it's already running >> (computername.domain.com/82712) >> [Wed May 30 10:26:36 2007][Notice][Kernel::System::PID::PIDCreate] Can't >> create PID PostMasterPOP3, because it's already running >> (computername.domain.com/82712) >> [Wed May 30 10:26:44 2007][Notice][Kernel::System::PID::PIDCreate] Can't >> create PID PostMasterPOP3, because it's already running >> (computername.domain.com/82712) >> [Wed May 30 10:26:51 2007][Notice][Kernel::System::PID::PIDCreate] Can't >> create PID PostMasterPOP3, because it's already running >> (computername.domain.com/82712) >> [Wed May 30 10:27:32 2007][Notice][Kernel::System::PID::PIDCreate] Can't >> create PID PostMasterPOP3, because it's already running >> (computername.domain.com/82712) >> [Wed May 30 10:30:02 2007][Notice][Kernel::System::PID::PIDCreate] Can't >> create PID PostMasterPOP3, because it's already running >> (computername.domain.com/82712) >> [Wed May 30 10:40:02 2007][Notice][Kernel::System::GenericAgent::JobRun] Run >> GenericAgent Job 'Postmaster' from db. >> [Wed May 30 10:40:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't >> create PID PostMasterPOP3, because it's already running >> (computername.domain.com/82712) >> >> I¹ll look around in the documentation as well thanks! >> >> Nathan Campbell >> >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >> Jonathan Larsen >> Sent: Wednesday, May 30, 2007 10:34 AM >> To: User questions and discussions about OTRS.org >> Subject: RE: [otrs] PostMaster POP3 Account problem >> >> Are you running otrs on linux, if so you will need to login as the OTRS user >> and run /your/otrs/dir/bin/Cron.sh restart >> Then do, crontab l >> See if it lists the postmasterpop3.pl cron job. >> You can also manually force the postmasterpop3.pl by running it from the BIN >> dir located in otrs folder. >> >> >> >> Jonathan Larsen >> Mountain West Heart Center >> IT Dept >> it(a)heartslc.com >> 801.270.4108 >> >> >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >> Nathan >> Campbell >> Sent: Wednesday, May 30, 2007 9:24 AM >> To: User questions and discussions about OTRS.org >> Subject: [otrs] PostMaster POP3 Account problem >> >> I have had OTRS running for 6 months now and no problems. >> I received a call from the department using it and was notified that there >> are >> no new emails arriving in the system for the past few days. >> >> All messages go to a single POP3 account and imports the messages into the >> OTRS system and from there the messages are routed into the queues based on >> Subject or To / From filters. >> >> I have verified that the password is correct in Active Directory, Config.pm, >> and set through the interface. >> >> I now have a backlog of over 200 messages how can I force the system to >> import them? This used to happen automatically (I never even setup a CRON >> job) >> but now they are not being pulled over. >> >> Windows 2003 Server >> OTRS 2.1.7 >> MySQL >> Exchange 2000 >> >> Thanks! >> Nathan Campbell >> >> >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support or consulting for your OTRS system? >> => http://www.otrs.com/ > > > Andy Lubel > Application Administrator / IT Department > > GTSI Corp. > 3901 Stonecroft Boulevard > Chantilly, VA 20151 > Tel: 1.800.999.GTSI ext.2309 > Dir: 703.502.2309 > Andy.Lubel(a)gtsi.com > Andy Lubel Application Administrator / IT Department GTSI Corp. 3901 Stonecroft Boulevard Chantilly, VA 20151 Tel: 1.800.999.GTSI ext.2309 Dir: 703.502.2309 Andy.Lubel(a)gtsi.com -- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/

3 2

My First Time
by Jason Chambers 30 May '07

30 May '07

Hi All, I'm a first time user to OTRS as our company is testing different ticketing systems. I'm currently having issues getting the customer authentication to AD LDAP to work properly as there are weird error messages in my syslog. Can anyone assist? Here's the messages I get. Wed May 30 12:27:01 2007 error OTRS-CGI-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Wed May 30 12:26:57 2007 error OTRS-CGI-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Wed May 30 12:19:52 2007 notice OTRS-CGI-10 CustomerUser: jason (CN=Jason Chambers,OU=Users,OU=GNA,DC=geosoft,DC=com) authentification ok (REMOTE_ADDR: 192.168.0.162). Wed May 30 12:19:52 2007 error OTRS-CGI-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Even though the message says successful login, I will get Panic! No UserData!!! Jason Chambers IT Helpdesk Support Geosoft Inc. 85 Richmond St. West - 8th Floor Toronto, Ontario, Canada M5H 2C9 Tel: 416-369-0111 x344 Fax: 416-369-9599 www.geosoft.com

2 2

RE: [otrs] PostMaster POP3 Account problem / PID already running
by Nathan Campbell 30 May '07

30 May '07

I think I resolved the problems - not sure how or why it happened, bu tin the SysConfig - Core:Postmaster section (otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup= Core::PostMaster&SysConfigGroup=Ticket) I modified the message size settings and reconnect count as suggested by Andy and I also changed the PostmasterUserID to 2. It seemed to be worth a shot since I was getting a PID already in use error message. At this point my messages are dropping into the system and I do not see any errors in the log. Thanks to everyone for your help! Nathan Campbell -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Wednesday, May 30, 2007 11:14 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] PostMaster POP3 Account problem On 5/30/07 11:59 AM, "Nathan Campbell" <n.campbell(a)DalSym.com> wrote: > Not worried about the CRON thing anymore it is working. Still not getting > messages into the system, but I don¹t believe it is CRON. > Maybe this is closer to the problem it¹s so rare that I am required to deal > with OTRS anymore that I forget how to troubleshoot the thing > > I checked the log (duh!) and found that 5 days ago something caused > authentication to fail: > > [Fri May 25 15:29:25 2007][Error][Kernel::System::Email::SMTP::Send][76] SMTP > authentication failed! Enable debug for more info! > [Fri May 25 15:50:02 2007][Error][main::FetchMail][166] Auth for user > customerservice2(a)mail.dalsym.com failed! > Rinse repeat This doesn't seem like a POP3 auth problem, its that you have SMTP auth enabled. Check those settings in sysconfig. > > But, I kind of already had that idea before even looking at the log, so I > changed the passwords for the POP3 account so I am no longer seeing that > message and in fact a couple of messages did drop into the system after I made > that modification: Hmm ok, but remember SMTP and POP3 auth are different. On your exchange server do you have SMTP auth on? > > [Wed May 30 09:50:29 2007][Notice][main::FetchMail] Fetched 20 email(s) from > customerservice2(a)mail.dalsym.com. > > But like I said there are over 200 messages in that mailbox why only fetch > 20 of them?? > Here are the most recent log entries I do not understand the PID message but > believe that to be a problem. OTRS by default only receives 20 at a time (per scheduled cron). This can be changed in sysconfig as well. If you have 100 messages running the script 5 times will pull 100 messages. > > > [Wed May 30 10:00:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:00:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] > Module 'Kernel::Config::GenericAgent' not found! > [Wed May 30 10:10:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:20:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:20:04 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] > Module 'Kernel::Config::GenericAgent' not found! > [Wed May 30 10:26:17 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:26:30 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:26:36 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:26:44 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:26:51 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:27:32 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:30:02 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:40:02 2007][Notice][Kernel::System::GenericAgent::JobRun] Run > GenericAgent Job 'Postmaster' from db. > [Wed May 30 10:40:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > > I¹ll look around in the documentation as well thanks! > > Nathan Campbell > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Jonathan Larsen > Sent: Wednesday, May 30, 2007 10:34 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] PostMaster POP3 Account problem > > Are you running otrs on linux, if so you will need to login as the OTRS user > and run /your/otrs/dir/bin/Cron.sh restart > Then do, crontab l > See if it lists the postmasterpop3.pl cron job. > You can also manually force the postmasterpop3.pl by running it from the BIN > dir located in otrs folder. > > > > Jonathan Larsen > Mountain West Heart Center > IT Dept > it(a)heartslc.com > 801.270.4108 > > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nathan > Campbell > Sent: Wednesday, May 30, 2007 9:24 AM > To: User questions and discussions about OTRS.org > Subject: [otrs] PostMaster POP3 Account problem > > I have had OTRS running for 6 months now and no problems. > I received a call from the department using it and was notified that there are > no new emails arriving in the system for the past few days. > > All messages go to a single POP3 account and imports the messages into the > OTRS system and from there the messages are routed into the queues based on > Subject or To / From filters. > > I have verified that the password is correct in Active Directory, Config.pm, > and set through the interface. > > I now have a backlog of over 200 messages how can I force the system to > import them? This used to happen automatically (I never even setup a CRON job) > but now they are not being pulled over. > > Windows 2003 Server > OTRS 2.1.7 > MySQL > Exchange 2000 > > Thanks! > Nathan Campbell > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ Andy Lubel Application Administrator / IT Department GTSI Corp. 3901 Stonecroft Boulevard Chantilly, VA 20151 Tel: 1.800.999.GTSI ext.2309 Dir: 703.502.2309 Andy.Lubel(a)gtsi.com -- _______________________________________________ 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

Adding a Common Notification to Customer Interface
by Greg Horne 30 May '07

30 May '07

Using OTRS as a internal help desk ticketing system. Working great and like it a lot. :) Just wanted to ask if anyone has found a way to add a common notification to the customer interface. What I would like to do is have a way to create a ticket that would be displayed for all customers when they go the the web interface. An example would be if we had an external mail issue or scheduled maintenance for a common server, I would like to have that type of information displayed for all users/customer to see. Not above writing some Perl code, if someone had a good idea on how best to do it. Thoughts? Thanks in advance Greg Horne

1 0

First time user
by Jason Chambers 30 May '07

30 May '07

Hi All, I'm a first time user to OTRS as our company is testing different ticketing systems. I'm currently having issues getting the customer authentication to AD LDAP to work properly as there are weird error messages in my syslog. Can anyone assist? Here's the messages I get. Wed May 30 12:27:01 2007 error OTRS-CGI-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Wed May 30 12:26:57 2007 error OTRS-CGI-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Wed May 30 12:19:52 2007 notice OTRS-CGI-10 CustomerUser: jason (CN=Jason Chambers,OU=Users,OU=GNA,DC=geosoft,DC=com) authentification ok (REMOTE_ADDR: 192.168.0.162). Wed May 30 12:19:52 2007 error OTRS-CGI-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Even though the message says successful login, I will get Panic! No UserData!!! Jason Chambers IT Helpdesk Support <http://www.geosoft.com/> eosoft Inc. 85 Richmond St. West - 8th Floor Toronto, Ontario, Canada M5H 2C9 Tel: 416-369-0111 x344 Fax: 416-369-9599 www.geosoft.com <http://www.geosoft.com>

1 0

RE: [otrs] PostMaster POP3 Account problem
by Nathan Campbell 30 May '07

30 May '07

Sorry - SMTP - correct. Does the SMTP Auth account need to be the same as the PostMaster POP account or can it be any account that has access to SMTP? It had been the same but I have tried a couple of variations today to get it working again. It doesn't seem to make a difference because now whenever I manually run PostmasterPop3.pl I do not see the authentication error. I do get this message still when manually running it: [Wed May 30 11:18:56 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/3104) [Wed May 30 11:20:02 2007][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Postmaster' from db. [Wed May 30 11:20:05 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/3104) [Wed May 30 1:20:052007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! Thank you for the note regarding 20 messages / cron job. Very helpful - I'll look for it myself but what is the actual Sysconfig module if you would be so kind? Thank you very much - Nathan Campbell -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Wednesday, May 30, 2007 11:14 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] PostMaster POP3 Account problem On 5/30/07 11:59 AM, "Nathan Campbell" <n.campbell(a)DalSym.com> wrote: > Not worried about the CRON thing anymore it is working. Still not getting > messages into the system, but I don¹t believe it is CRON. > Maybe this is closer to the problem it¹s so rare that I am required to deal > with OTRS anymore that I forget how to troubleshoot the thing > > I checked the log (duh!) and found that 5 days ago something caused > authentication to fail: > > [Fri May 25 15:29:25 2007][Error][Kernel::System::Email::SMTP::Send][76] SMTP > authentication failed! Enable debug for more info! > [Fri May 25 15:50:02 2007][Error][main::FetchMail][166] Auth for user > customerservice2(a)mail.dalsym.com failed! > Rinse repeat This doesn't seem like a POP3 auth problem, its that you have SMTP auth enabled. Check those settings in sysconfig. > > But, I kind of already had that idea before even looking at the log, so I > changed the passwords for the POP3 account so I am no longer seeing that > message and in fact a couple of messages did drop into the system after I made > that modification: Hmm ok, but remember SMTP and POP3 auth are different. On your exchange server do you have SMTP auth on? > > [Wed May 30 09:50:29 2007][Notice][main::FetchMail] Fetched 20 email(s) from > customerservice2(a)mail.dalsym.com. > > But like I said there are over 200 messages in that mailbox why only fetch > 20 of them?? > Here are the most recent log entries I do not understand the PID message but > believe that to be a problem. OTRS by default only receives 20 at a time (per scheduled cron). This can be changed in sysconfig as well. If you have 100 messages running the script 5 times will pull 100 messages. > > > [Wed May 30 10:00:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:00:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] > Module 'Kernel::Config::GenericAgent' not found! > [Wed May 30 10:10:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:20:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:20:04 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] > Module 'Kernel::Config::GenericAgent' not found! > [Wed May 30 10:26:17 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:26:30 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:26:36 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:26:44 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:26:51 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:27:32 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:30:02 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > [Wed May 30 10:40:02 2007][Notice][Kernel::System::GenericAgent::JobRun] Run > GenericAgent Job 'Postmaster' from db. > [Wed May 30 10:40:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't > create PID PostMasterPOP3, because it's already running > (computername.domain.com/82712) > > I¹ll look around in the documentation as well thanks! > > Nathan Campbell > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Jonathan Larsen > Sent: Wednesday, May 30, 2007 10:34 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] PostMaster POP3 Account problem > > Are you running otrs on linux, if so you will need to login as the OTRS user > and run /your/otrs/dir/bin/Cron.sh restart > Then do, crontab l > See if it lists the postmasterpop3.pl cron job. > You can also manually force the postmasterpop3.pl by running it from the BIN > dir located in otrs folder. > > > > Jonathan Larsen > Mountain West Heart Center > IT Dept > it(a)heartslc.com > 801.270.4108 > > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nathan > Campbell > Sent: Wednesday, May 30, 2007 9:24 AM > To: User questions and discussions about OTRS.org > Subject: [otrs] PostMaster POP3 Account problem > > I have had OTRS running for 6 months now and no problems. > I received a call from the department using it and was notified that there are > no new emails arriving in the system for the past few days. > > All messages go to a single POP3 account and imports the messages into the > OTRS system and from there the messages are routed into the queues based on > Subject or To / From filters. > > I have verified that the password is correct in Active Directory, Config.pm, > and set through the interface. > > I now have a backlog of over 200 messages how can I force the system to > import them? This used to happen automatically (I never even setup a CRON job) > but now they are not being pulled over. > > Windows 2003 Server > OTRS 2.1.7 > MySQL > Exchange 2000 > > Thanks! > Nathan Campbell > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ Andy Lubel Application Administrator / IT Department GTSI Corp. 3901 Stonecroft Boulevard Chantilly, VA 20151 Tel: 1.800.999.GTSI ext.2309 Dir: 703.502.2309 Andy.Lubel(a)gtsi.com -- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/

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RE: [otrs] PostMaster POP3 Account problem
by Nathan Campbell 30 May '07

30 May '07

Not worried about the CRON thing anymore - it is working. Still not getting messages into the system, but I don't believe it is CRON. Maybe this is closer to the problem - it's so rare that I am required to deal with OTRS anymore that I forget how to troubleshoot the thing - I checked the log (duh!) and found that 5 days ago something caused authentication to fail: [Fri May 25 15:29:25 2007][Error][Kernel::System::Email::SMTP::Send][76] SMTP authentication failed! Enable debug for more info! [Fri May 25 15:50:02 2007][Error][main::FetchMail][166] Auth for user customerservice2(a)mail.dalsym.com failed! Rinse repeat But, I kind of already had that idea before even looking at the log, so I changed the passwords for the POP3 account - so I am no longer seeing that message and in fact a couple of messages did drop into the system after I made that modification: [Wed May 30 09:50:29 2007][Notice][main::FetchMail] Fetched 20 email(s) from customerservice2(a)mail.dalsym.com. But like I said there are over 200 messages in that mailbox - why only fetch 20 of them?? Here are the most recent log entries - I do not understand the PID message but believe that to be a problem. [Wed May 30 10:00:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/82712) [Wed May 30 10:00:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! [Wed May 30 10:10:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/82712) [Wed May 30 10:20:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/82712) [Wed May 30 10:20:04 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! [Wed May 30 10:26:17 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/82712) [Wed May 30 10:26:30 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/82712) [Wed May 30 10:26:36 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/82712) [Wed May 30 10:26:44 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/82712) [Wed May 30 10:26:51 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/82712) [Wed May 30 10:27:32 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/82712) [Wed May 30 10:30:02 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/82712) [Wed May 30 10:40:02 2007][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Postmaster' from db. [Wed May 30 10:40:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/82712) I'll look around in the documentation as well - thanks! Nathan Campbell _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jonathan Larsen Sent: Wednesday, May 30, 2007 10:34 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] PostMaster POP3 Account problem Are you running otrs on linux, if so you will need to login as the OTRS user and run /your/otrs/dir/bin/Cron.sh restart Then do, crontab -l See if it lists the postmasterpop3.pl cron job. You can also manually force the postmasterpop3.pl by running it from the BIN dir located in otrs folder. Jonathan Larsen Mountain West Heart Center IT Dept it(a)heartslc.com 801.270.4108 _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nathan Campbell Sent: Wednesday, May 30, 2007 9:24 AM To: User questions and discussions about OTRS.org Subject: [otrs] PostMaster POP3 Account problem I have had OTRS running for 6 months now and no problems. I received a call from the department using it and was notified that there are no new emails arriving in the system for the past few days. All messages go to a single POP3 account and imports the messages into the OTRS system and from there the messages are routed into the queues based on Subject or To / From filters. I have verified that the password is correct in Active Directory, Config.pm, and set through the interface. I now have a backlog of over 200 messages - how can I force the system to import them? This used to happen automatically (I never even setup a CRON job) but now they are not being pulled over. Windows 2003 Server OTRS 2.1.7 MySQL Exchange 2000 Thanks! Nathan Campbell

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RE: [otrs] PostMaster POP3 Account problem
by Nathan Campbell 30 May '07

30 May '07

It's running on Windows 2003. I opened crontab.pm and did not see anything but I found a file named crontab.txt in the CRONw folder. It references PostMasterPOP3.pl and if I read it right seems to indicate an interval of 10mn which is what we used to experience. MAILTO="root@localhost" <-- "p.s. - if I made this parameter my email address would I get an email when the jobs execute?" */10 * * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/GenericAgent.pl -c db */20 * * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/GenericAgent.pl 45 */2 * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/PendingJobs.pl 10 0 * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/otrs.cleanup */10 * * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/PostMasterPOP3.pl 01 01 * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/RebuildTicketIndex.pl 55 */2 * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/DeleteSessionIDs.pl --expired 35 * * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/UnlockTickets.pl --timeout Thanks - I'm not a PERL guy so any help is appreciated. Nathan Campbell _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jonathan Larsen Sent: Wednesday, May 30, 2007 10:34 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] PostMaster POP3 Account problem Are you running otrs on linux, if so you will need to login as the OTRS user and run /your/otrs/dir/bin/Cron.sh restart Then do, crontab -l See if it lists the postmasterpop3.pl cron job. You can also manually force the postmasterpop3.pl by running it from the BIN dir located in otrs folder. Jonathan Larsen Mountain West Heart Center IT Dept it(a)heartslc.com 801.270.4108 _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nathan Campbell Sent: Wednesday, May 30, 2007 9:24 AM To: User questions and discussions about OTRS.org Subject: [otrs] PostMaster POP3 Account problem I have had OTRS running for 6 months now and no problems. I received a call from the department using it and was notified that there are no new emails arriving in the system for the past few days. All messages go to a single POP3 account and imports the messages into the OTRS system and from there the messages are routed into the queues based on Subject or To / From filters. I have verified that the password is correct in Active Directory, Config.pm, and set through the interface. I now have a backlog of over 200 messages - how can I force the system to import them? This used to happen automatically (I never even setup a CRON job) but now they are not being pulled over. Windows 2003 Server OTRS 2.1.7 MySQL Exchange 2000 Thanks! Nathan Campbell

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Client ID and Access to tickets
by Matas Labasauskas 30 May '07

30 May '07

Hello, I'm using Company tickets button and it's working perfectly. How may i let for one user see all company tickets composed by his colleagues, but at the same time provide no access for colleagues to see his tickets? I tried to leave all of customer ID's which needs to be seen in CustomersIDs field of this user, which must have full access to all tickets and delete it's ID from every colleagues CustomersIDs fields. After this nobody could see any tickets, "Company tickets" doesnt work. thanks a lot -- Matas

1 2

Add view to specific queue for specific customer in customer interface
by Guillaume Rehm 30 May '07

30 May '07

Hi list, I want to add a link in customer navigation bar (in customer interface) that allow customer (for a specific group) to manage tickets (for a specific queue). I use System Configuration, Ticket -> Frontend::Customer::ModuleRegistration and CustomerFrontend::Module###CustomerTicketOverView: to add a new link in the navigation bar. But, I don't have to good URL to view only tickets from the specific queue. Have you any idea ? Is it the good way to do that ? Thanks in advance and Best Regards, -- 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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OTRS loses Google Groups messages threads
by Federico Zaina 29 May '07

29 May '07

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dtl:block:TicketFreeText
by Arnold, Andrew 29 May '07

29 May '07

Hi People, does anyone know if it is possible to show the ticket free text section on the AgentTicketPhone.dtl - I have added the following onto this but it does not appear, am I doing something wrong?  <tr> <td colspan="2" class="contentkey">$Data{"TicketFreeKeyField"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField"}</td> </tr>  which as far as I can tell calls the free text fields. Is it unable to do this because at the time there is no Ticket created? Thanks <mailto:andrew.arnold@hammondsdirect.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

OTRS 2.2b3 on Win XP Pro: Apache crashes when attaching big file
by Branislav.Dobrodolac＠t-systems.com 29 May '07

29 May '07

Hi all, when I try to append a rather big attachment, e.g. 17MB, Apache causes the page file to grow until it crashes with a memory fault. However, with a smaller attachment, e.g. 5MB, there is no crash but the file is not appended either. Therefore, I have tried to modify the value of MySQL variable "max_allow_packet" for testing purposes but it did not help. However, I do not know how to determine if my change has been accepted at all. Furthermore, in a second attempt, I have set option "Kernel::System::Ticket::ArticleStorageFS" in ticket.xml, but it did not remove the malfunction either. Do I something wrong or is this strange behavior a bug? Kind regards Branislav Dobrodolac

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Transfom a ticket into a follu-up: is it possible?
by Gabriele D'Andrea 28 May '07

28 May '07

Hi there, I'd like to know if it's possible to transfer a newly created ticket into a follwup for an existing ticket. I've tried with the Merge feature: now the tickets are merged, but each still preserving their own ticket number. I try to explain better: I have merged 4 tickets, and that's ok, but in the queue, I still find the 4 tickets, only if I click on one of them, I notice that they are merged in a single request. What I'd like to obtain, instead, is to have only one ticket shown in the ticket queue. How is it possible to achieve that? Thanks a lot Gabriele D'Andrea

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Ticket owner's address instead of queue address in ticket replies
by Sasa Brankovic 28 May '07

28 May '07

Hi, is there a way to have the ticket owner's address appear in From field, when composing an answer instead of the queue's system address? In our organisation we would very much prefer it that way. Thanks, Saša Branković -- Tourist Agency "Adriatic.hr" Washingtonova 5, 21000 Split, Croatia Web: http://www.adriatic.hr Tel: +385 21 314-888 Fax: +385 21 314-889 GSM: +385 91 23-456-44 E-mail: info(a)adriatic.hr

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Limiting OTRS to accept email only fomr authorized customers
by kekieres＠arsystel.com 28 May '07

28 May '07

Hi all, I've already installed and played a bit with OTRS and my system is up and running, taking the customer from an external DB where our authorized customer date (i.e his email) is stored. Now I'm wondinrg how to do to make OTRS filter the incoming emails depending on the "from" of an email. In fact, what I exactly want to do is to accept emails only from my authorized customers. I believe is quite useful to avoid spam and also to limit the access to the service to authorized customers. I've been having a look to Postmaster filters but it seems that it will not be possible because I can set a filter to parse the "from" of an email searching for an regex that I've to prepare in advance. Then depending on the regex match the email will be direct to an specific queue. But I would like to parse the "from" and then look up in the DB for this email and if there is a match then forward to a queue. And the point is also, how this will work with follow-up tickets? As far as I've understood follow-up mails are "detected" before the PostMaster filters are applied, so in the case I set-up a filter like the one I need, if somebody send an email with a correct ticket number, the email will be processed directly to the existing ticket, or will it be first processed by PostMaster Filter? I'm a bit confused with that. It seems to me that it's a bit tricky to hardening OTRS in order to accept emails only from authorized customer emails. Anyone can share his experience and solutions? Thanks, Rafa.

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Sync bind failed!
by Warren Howard 27 May '07

27 May '07

Dear all, I'm still facing problems configuring LDAP authentication for agent login. Below is my earlier post to this list, which describes the problem in detail. In addition I have also tried switching from a Postgresql data base to a MySQL database, but still I'm getting the same error. Any suggestions, hints or tips, things to try as to why the sync bind is failing would be very welcome. Thanks, Warren. ---- Earlier Post I'm trying to set up OTRS 2.1.5 with Apache 2.0.58, mod_perl 2.0.3 and Postgresql 8.0.12 on a Gentoo Linux system. The area I'm having trouble with is the LDAP agent authentication. Please note that previously I have successfully set up OTRS 2.0 with LDAP agent authentication, the only real difference besides the OTRS version is that last time I used FastCGI and this time I'm using mod_perl. The problem I'm facing is that when I try and log in to OTRS as an LDAP user for the first time I get the error "Panic! No UserData!!" on screen and in the Apache log error I see is : ERROR: OTRS-CGI-1 Perl: 5.8.8 OS: linux Time: Wed May 23 11:58:27 2007 Message: Sync bind failed! No password, did you mean noauth or anonymous ? Traceback (12298): Module: Kernel::System::Auth::LDAP::Auth (v1.29) Line: 257 Module: Kernel::System::Auth::Auth (v1.20) Line: 116 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 201 Module: ModPerl::ROOT::ModPerl::Registry::var_www_otrs_2enaturesoft_2enet_otrs_2d2_2e1_2e5_bin_cgi_2dbin_index_2epl::han dler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 The relevant section from my Config.pm looks like this : # Here goes the LDAP config!! $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '127.0.0.1'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=naturesoft,dc=net'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Some additonal LDAP options, for directories that don't allow anonymous access. # $Self->{'AuthModule::LDAP::SearchUserDN'} = ''; # $Self->{'AuthModule::LDAP::SearchUserPw'} = ''; $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(objectclass=inetOrgPerson)'; # Some compulsory LDAP settings. $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # LDAP to DB sync!! # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'system_user'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; On the LDAP server I can see in the logs a successful anonymous bind and search for full "dn" followed by another bind that authenticates with the full "dn" and then that's it. No further bind to search for the user data. May 22 13:48:19 [slapd] conn=150791 fd=153 ACCEPT from IP=192.168.0.212:43718 (IP=192.168.10.1:636)_ May 22 13:48:19 [slapd] conn=150791 fd=153 TLS established tls_ssf=256 ssf=256_ May 22 13:48:19 [slapd] conn=150791 op=0 BIND dn="" method=128_ May 22 13:48:19 [slapd] conn=150791 op=0 RESULT tag=97 err=0 text=_ May 22 13:48:19 [slapd] conn=150791 op=1 SRCH base="dc=naturesoft,dc=net" scope=2 deref=2 filter="(&(uid=warren_h)(objectClass=inetOrgPerson))"_ May 22 13:48:19 [slapd] conn=150791 op=1 SEARCH RESULT tag=101 err=0 nentries=1 text=_ May 22 13:48:19 [slapd] conn=150791 op=2 BIND dn="uid=warren_h,dc=naturesoft,dc=net" method=128_ May 22 13:48:19 [slapd] conn=150791 op=2 BIND dn="uid=warren_h,dc=naturesoft,dc=net" mech=SIMPLE ssf=0_ May 22 13:48:19 [slapd] conn=150791 op=2 RESULT tag=97 err=0 text=_ May 22 13:48:19 [slapd] conn=150791 op=3 UNBIND_ May 22 13:48:19 [slapd] conn=150791 fd=153 closed_ Note that if I use the root@localhost id and create matching username entry in OTRS then I am able to log in as that user when using LDAP agent authentication. I'm completely stumped at this point, any suggestions, hints or tips will be very welcome. Thanks, Warren.

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Selecting all messages in Junk queue?
by Mike Dent 25 May '07

25 May '07

Hi, how can I select all mesages in a queue so I can perform bulk action on them? Surely I dont have to go to each message, tick the box, click OK before they are selected? thanks Mike

2 1

Email config with OTRS
by Peter van Heusden 25 May '07

25 May '07

Hi everyone I've just installed OTRS here (here = SANBI, a small academic institute in South Africa) to help with our support tracking needs (we've got about 50 staff / students and half a dozen servers, managed by two sysadmins). One of our main requirements is email based access - i.e. someone emails to "support@sanbi" and they get a response with a ticket number, which they can use to follow up on the problem. As admins we can review the tickets on the web interface, respond from there, and if we "own" a ticket, be notified of any follow-up emails from the users. I'm trying to get this working with OTRS, but I'm not sure if I'm changing the right buttons. I got the queue we use configured so that it emails on status change, I have the sysadmin users set with similar config, but "follow up" emails are still not consistently being forwarded to those working on tickets. Can someone point me to where I need to configure / change in order to achieve the result I specified above? Thanks, Peter

2 1

Changing the mail address of the notifications
by tarallo＠ort.edu.uy 25 May '07

25 May '07

All my notifications came from: otrs(a)localhost.ort.edu.uy, and I don't find where i can change it. Andres -- A/P Andrés Tarallo

6 7

Disable customer notifications
by Guillaume Rehm 25 May '07

25 May '07

Hi list, How can I disable CUSTOMER notifications ? I have search in doc, system config, and google, but I don't find anythings. Strange ! Thanks in advance for your help. Best Regards, -- 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: RE: RE: [otrs] Notfication email
by Luca Martella 25 May '07

25 May '07

I've changed the file "C:/OTRS/Kernel/System/Web/InterfaceCustomer.pm" as like below: (plz notice that I have a Window server, if you use linux or unix, the path of the file will not be C:/OTRS/........etc.) In Kernel/System/Web/InterfaceCustomer.pm you can find the following line: $Self->{GroupObject} = Kernel::System::CustomerGroup->new(%{$Self}); Change it to: $Self->{CustomerGroupObject} = Kernel::System::CustomerGroup->new(%{$Self}); Cordiali saluti Best regards Luca Martella luca.martella(a)unilabsrl.it 2007-05-25 [ # ] { @ }

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Database error message
by Jonathan Larsen 24 May '07

24 May '07

Could anyone help me make sense of this? DBI::db=HASH(0x8bb5ed0)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 223, <PRODUCT> line 4. Jonathan Larsen Mountain West Heart Center IT Dept it(a)heartslc.com 801.270.4108

1 1

Users groups vs. Customer IDs?
by LQ Marshall 24 May '07

24 May '07

I am having trouble getting my head around user groups and customer IDs. Does anyone have a simple scheme of when you'd use one over the other or both? Whenever I ?think? I have a good understanding of this... I realize I don't. (Must be a sign of getting old :-S ) tia LQ

1 0

Using multiple companies in OTRS
by o o 24 May '07

24 May '07

Stumbled across OTRS and it looks really nice. Wondering how I can best customize it to fit my needs. I have multiple clients that I support, and I envisioned the following setup: One set of queues. One (or more) admin users per company. All normal users can only see their own tickets. All company admins can see all tickets for their company (and possibly get e-mail notification on new and completed tickets. >From what I've read in the documentation, it looks like this can't be achieved. Granted, I've only gone thru the documentation once, and it's pretty late. It looks like I'd have to create queues for each company in order to have the 'company admin' users. If anyone else has done a similar implementation, or has ideas on how to configure OTRS in such fashion, I'd appreciate the advice. Thanks ____________________________________________________________________________________Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/

1 0

Notfication email
by Emily Flynn 24 May '07

24 May '07

Hi there, I'm having a problem with our system (2.1.7) in that when a new ticket gets issued by a customer, I don't receive a notification email. I have the boxed ticked in the user management console that should make me receive a mail, but I don't. I receive mails if a ticket is altered, and also an admin notification mail will reach me no problem. It's only when a new ticket gets issued that I'm not receiving mail, and that's the most important mail of all! Any suggestions would be great, thanks. -Emily Kind Regards, Emily Flynn IT Assistant Allied Pension Trustees Apex Business Centre, Blackthorn Road, Sandyford, Dublin 18 Tel: +353 1 206 3010 Fax: +353 1 206 3017 Mob: 087 777 8391 Web: www.alliedpensions.com <http://www.alliedpensions.com/>

4 8

Forcing customers to open ticket into their own subqueue
by Gabriele D'Andrea 24 May '07

24 May '07

Hi, I'm setting up the OTRS structure for my company, I've been asked to create a structure like the following. Queues organized by level, e.g. 1st level troubleshooting, 2nd level troubleshooting and 3rd level. the first level troubleshooting should be divided into subqueues, one for each customer. When a customer opens a new ticket, the ticket should be inserted into the corresponding subque (e.g. 1stlevel->Customer A). The problem I'm facing, is that to give a customer the right to open up a new ticket on subqueue Customer A, I must give rw permissions even to the parent queue, so, when the new ticket is created, the customer can create the ticket in the parent queue. I need to allow customers to create ticket only for their own subqueue and not for the parent queues. Is it possible to accomplish this? Thanks for any suggestion ----- Fine del messaggio inoltrato ----- <!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN" "http://www.w3.org/TR/html4/loose.dtd"> <html> <head> <title>Documento senza titolo</title> <meta http-equiv="Content-Type" content="text/html; charset=iso-8859-1"> </head> <body> -- Gabriele D'Andrea Tel. +39 085 9431161 • Fax +39 085 9431162 • <a href="mailto:gabriele.dandrea@ecohmedia.com">gabriele.dandrea(a)ecohmedia.com</a> •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  • ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) • Via F. Fellini 2, 65010 Spoltore (PE)  • Italy • <a href="http://www.ecohmedia.com">www.ecohmedia.com</a> •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  • 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 the contents to another person, use it for any purpose, or store or copy the information in any medium. </body> </html>

5 13

Some more (more) remaining OTRS questions.
by Mike Dent 24 May '07

24 May '07

Hi, slowly getting things running how I want, many thanks to all those who have replied to my pleas for help in the past, and of course the team behind OTRS. 1) For some reason OTRS is not collecting mail via POP3. PostMasterPOP3.pl does not get run correctly from cron, as it seems to think there is another version running all the time. Forcing it manually './PostMasterPOP3.pl -f 1' works but putting the same command in the crontab does not seem to work? 2) I really need the ability to search on some extra fields I have had to add fields to customer_user table like:- mysql> alter table customer_user add phone1 varchar (250); Query OK, 1 row affected (0.20 sec) Records: 1 Duplicates: 0 Warnings: 0 How much work is it for me to add the ability for these to be searched? 3) Was there ever an answer to closing a ticket without sending an email response? I've a couple of spam tickets that have the from the same as my queue email. When I close them they just bounce back? Close without *any* email response is what I need? Thanks again, Mike

3 3

Re: [otrs] Can't use subqueue names in ACL's
by Oleg O. Orlov 24 May '07

24 May '07

Can anyone give link to workaround ? Sorry, I searched this few times But unfortunally. Thanks

1 0

age of ticket
by Tabitha Stang 24 May '07

24 May '07

Hi, I noticed today that the age of the ticket is counted from the original contact. So if a customer wrote to us a week ago and I already replied, and then he wrote again yesterday, the ticket will be shown as one week old instead of one day old. How do I change this to show the ticket as one day old? Otherwise this will be a big problem for us statistically. Thanks! Tabitha

2 1

Can't use subqueue names in ACL's
by Орлов Олег 24 May '07

24 May '07

Hello. Please answer how to use subqueue names like 'Misc::submisc' does not work in ACL's ? AC L like $Self->{TicketAcl}->{'ACL-Limit-Input-Queues'} = { ... Possible => { Ticket => { Queue => ['Misc'], }, }. ... } is working ACL like $Self->{TicketAcl}->{'ACL-Limit-Input-Queues'} = { ... Possible => { Ticket => { Queue => ['Misc::submisc'], }, }. ... } is not

2 1

automatic reply and closure on ticket move
by BALAN, Daniel 24 May '07

24 May '07

Does anyone has an idea on how to automatic reply and close the ticket when moved to a specific queue? Thanks, Daniel

3 4

Ever a fix for 'Notice: PostMasterPOP3.pl is already running' ?
by Mike Dent 23 May '07

23 May '07

I see several references to this but I could not see a fix. I noticed no mail coming in for a few days. Manually running PostMasterPOP3.pl:- root@rt3:/opt/otrs/bin# ./PostMasterPOP3.pl Notice: PostMasterPOP3.pl is already running (use '-f 1' if you want to start it forced)! root@rt3:/opt/otrs/bin# Even though it does not seem to be running:- root@rt3:/opt/otrs/bin# ps -ef |grep -i post root 4338 1 0 May09 ? 00:00:07 /usr/lib/postfix/master postfix 4358 4338 0 May09 ? 00:00:05 qmgr -l -t fifo -u postfix 4913 4338 0 May09 ? 00:00:00 tlsmgr -l -t unix -u -c postfix 27554 4338 0 15:14 ? 00:00:00 pickup -l -t fifo -u -c postfix 27916 4338 0 16:30 ? 00:00:00 cleanup -z -t unix -u -c postfix 27917 4338 0 16:30 ? 00:00:00 trivial-rewrite -n rewrite -t unix -u -c postfix 27918 4338 0 16:30 ? 00:00:00 local -t unix root 27929 4532 0 16:30 pts/0 00:00:00 grep -i post Please advise? 'add -f on crontab?' thanks Mike version 2.1.7 ORTS on Ubuntu.

3 3

RE: [otrs] OTRS in spanish
by Eduardo Quiroz Salinas 23 May '07

23 May '07

Muchas gracias Carlos Estoy trabajando en ello, entonces. La verdad es que no hay problema en modificar el programa, sólo que luego debes liberarlo con las modificaciones hechas si es que así es pedido. Saludos! -- Eduardo Quiroz Salinas Ingeniero Civil Informático equiroz(a)tricot.cl 3503789 ------ Linux user number #344659 KDE User 2453 "...Si tienes una manzana y yo otra manzana y las intercambiamos, entonces tu y yo tendremos nuevamente una manzana cada uno, en cambio, si tu tienes una idea y yo tengo otra idea y las intercambiamos, entonces cada uno de nosotros tendra ahora dos o mas ideas..." --------------------------------------------------------------------- -----Mensaje original----- De: Carlos Oyarzabal [mailto:carlos.oyarzabal@grupocash.com.mx] Enviado el: Miércoles, 23 de Mayo de 2007 15:33 Para: 'Eduardo Quiroz Salinas' Asunto: RE: [otrs] OTRS in spanish Hola Eduardo, En realidad la documentación tanto en Inglés como en Alemán es muy escueta; no hallarás gran cosa allí. Lo fuerte está en la lista que se enriquece diario, pero la búsqueda es también pesada pues muchas veces el "Asunto" no se corresponde con el contenido. En fin, aquí estoy para apoyarte en lo poco que conozco. Respecto a tu pregunta, lo ideal es que crearas otro tema, adicional al Standard y al Lite y que allí modifiques lo que necesites. Directamente no recomiendo modificar el código .dtl por 2 razones: 1) la licencia, y 2) control del código original (y claro, las actualizaciones cuando se requieran). Deesconozco las implicaciones que lleve modificar código libre bajo GPL. No obstante el sistema OTRS es bastante amigable y se pueden hacer muchas cosas. Después de crear tu tema (que no es mas que copiar las carpetas con su contenido (los archivos .dtl) allí popdrás hacer los cambios que quieras. Luego en la interfaz del administrador podrás asignar a cada usuario y a cada cliente el front end que requieras. Saludos desde este punto de américa. Carlos México -----Mensaje original----- De: Eduardo Quiroz Salinas [mailto:equiroz@tricot.cl] Enviado el: Miércoles, 23 de Mayo de 2007 02:25 p.m. Para: 'Carlos Oyarzabal' Asunto: RE: [otrs] OTRS in spanish Gracias. Acabo de instalar el OTRS y quería saber si existe algún modo más facil de editar los front ends del sitio de los clientes. Encontré las páginas dtl en el output/html del Kernel, pero tengo que editar cada trozo. En todo caso estoy partiendo y estoy leyendo la documentación en inglés para saber que pasos tengo que seguir. Muchas gracias!! Saludos! -- Eduardo Quiroz Salinas Ingeniero Civil Informático equiroz(a)tricot.cl 3503789 ------ Linux user number #344659 KDE User 2453 "...Si tienes una manzana y yo otra manzana y las intercambiamos, entonces tu y yo tendremos nuevamente una manzana cada uno, en cambio, si tu tienes una idea y yo tengo otra idea y las intercambiamos, entonces cada uno de nosotros tendra ahora dos o mas ideas..." --------------------------------------------------------------------- -----Mensaje original----- De: Carlos Oyarzabal [mailto:carlos.oyarzabal@grupocash.com.mx] Enviado el: Miércoles, 23 de Mayo de 2007 15:21 Para: equiroz(a)tricot.cl Asunto: RE: [otrs] OTRS in spanish Hola Eduardo, No existe documentación en Español, pero yo puedo ayudarte. Con un atento saludo Grupo CASH / BeHelper Internacional WEB CALL CENTER SOLUTIONS AND HELPDESK SERVICES Carlos G. Oyarzabal, Ing. carlos.oyarzabal(a)grupocash.com.mx Oficina: (272) 724-3921 conmutador Móvil: 044 272 703-3018 -----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Eduardo Quiroz Salinas Enviado el: Miércoles, 23 de Mayo de 2007 01:52 p.m. Para: 'User questions and discussions about OTRS.org' Asunto: [otrs] OTRS in spanish Hi everyone. Are there some documentation in spanish?? -- Eduardo Quiroz Salinas Ingeniero Civil Informático equiroz(a)tricot.cl 3503789 ------ Linux user number #344659 KDE User 2453 "...Si tienes una manzana y yo otra manzana y las intercambiamos, entonces tu y yo tendremos nuevamente una manzana cada uno, en cambio, si tu tienes una idea y yo tengo otra idea y las intercambiamos, entonces cada uno de nosotros tendra ahora dos o mas ideas..." --------------------------------------------------------------------- -----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de tarallo(a)ort.edu.uy Enviado el: Miércoles, 23 de Mayo de 2007 14:22 Para: User questions and discussions about OTRS.org Asunto: Re: [otrs] Changing the mail address of the notifications Tobias. I did what you suggested, but nothing happened. Any idea > Hi, > >> All my notifications came from: otrs(a)localhost.ort.edu.uy, and I >> don't find where i can change it. > > Try > > $Self->{NotificationSenderName} = 'my notification service'; > $Self->{NotificationSenderEmail} = 'my-mail(a)my-domain.com'; > > These are entries in Kernel/Config.pm. > > HTH, > Tobias > > -- > Tobias Lütticke > Systems Architecture > inovex GmbH > > Pforzheim (Head Office) > Karlsruher Strasse 71 > D-75179 Pforzheim > Tel.: +49 (0)72 31 / 31 91 - 84 > Fax: +49 (0)72 31 / 31 91 - 91 > mailto:t.luetticke@inovex.de > http://www.inovex.de > _______________________________________________ > 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/ > -- A/P Andrés Tarallo _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/

1 0

OTRS for Slackware
by Jonathan Larsen 23 May '07

23 May '07

Hello everyone! Ran into some troubles, hoping a fellow slacker that knows better than me or someone with expertise in the areas im having trouble could help me out. I first tried to setup OTRS from the tarball source. Webpage worked but emails weren't coming in and I could tell I was missing something but I just didn't know what. So I found a little prog that converts rpm's to tar packages for slack. I did that to a suse rpm package and found some things im missing from my tarball install. One was a startup script. It went into /etc/init.d/otrs. Slack has a different directory for putting those... however I know that doesn't matter to you all, I just needed to know what im missing to put all the pieces together. Im not sure how to get any of the cron jobs running. If anyone could shed some light on that, that would be super. I do have the webpage itself working. Settings I set save, users I create are created.. etc. The other thing, when I started the otrs script in the /etc/init.d folder I got a few errors, like rcapache couldn't be found. Im not sure what I would need to change in that script to make it work for me and slack. Thank you in advance for any help. Jonathan Larsen Mountain West Heart Center IT Dept it(a)heartslc.com

1 0

More questions about OTRS
by Esteban Oleas 23 May '07

23 May '07

3 2

More questions about OTRS
by Esteban Oleas 23 May '07

23 May '07

1 0

Another installation of OTRS in Windows
by Esteban Oleas 23 May '07

23 May '07

2 1

Another installation of OTRS in Windows
by Esteban Oleas 23 May '07

23 May '07

1 0

Another installation of OTRS in Windows
by Esteban Oleas 23 May '07

23 May '07

1 0

Another installation of OTRS in Windows
by Esteban Oleas 23 May '07

23 May '07

1 0

Second DB for customers
by Steve Farmer 23 May '07

23 May '07

Hello I have installed and set up otrs using a MySql DB and it is all looking good so far. I have a customer database in Oracle. In order to query customers, is it a simple as creating a second "Customer user backend: DB" configuration with a different name? Or do I need to think about mapping field names etc ? Regards Steve -- ----------------------------------------- BookingCenter.com http://www.bookingcenter.com the Internet way to manage and sell your property's inventory. US Office (707) 874-3922 - tel (718) 228-5959 - fax United Kingdom Office Tel 020 8133 7393

1 0

Can't access to the TimeAccounting package
by tarallo＠ort.edu.uy 23 May '07

23 May '07

Hi !!! I've installed OTRS 2.1.7 on SuSE 10.1, we've fallen in love with it inmediately. We're very impresed. Today we started installing aditional packages. We installed the Timetracking, but we don't find a menu option that lets us use it. Any help is appreciated -- A/P Andrés Tarallo

3 4

AW: [otrs] Problems with LDAP Auth - Panic! No UserData for user
by Tobias Luetticke 23 May '07

23 May '07

Hi, >When I try to login the OTRS login page shows an error message - >Panic! No UserData!!! Looging to the logs I see that >the authentacion to LDAP works.... >From the logs: >tail /tmp/otrs.log That is due to the fact that you configured agent authentication mixed with customer synchronisation. > $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; > $Self->{'Customer::AuthModule::LDAP::Host'} = '10.2.0.107'; > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=HQ,dc=XX,dc=XX'; > $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; This is the agent authentication part. The config block starting with > $Self->{CustomerUser} = { > Module => 'Kernel::System::CustomerUser::LDAP', belongs to the customer LDAP area (as indicated by the keyword 'CustomerUser'). Try this instead: # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'uid', }; Add or customize the attributes so that they fit to your LDAP config. OTRS yields the 'Panic' message because it is looking in its local database table 'system_user' where it keeps user information as local cache. Upon the first login it copies data from your LDAP there. The log (but only the log) will contain the panic message then for a single time. Login should work, however. The Sync block listed above enables exactly this: It describes how the LDAP info has to be mapped into the database cache table. HTH Tobias

1 0

Problems with LDAP Auth - Panic! No UserData for user
by Nedim Hadzimahmutovic 23 May '07

23 May '07

itsm(a)otrs.org When I try to login the OTRS login page shows an error message - Panic! No UserData!!! Looging to the logs I see that the authentacion to LDAP works.... >From the logs: tail /tmp/otrs.log [Wed May 23 12:23:36 2007][Notice][Kernel::System::Auth::LDAP::Auth] User: nedim.hadzimahmutovic (uid=nedim.hadzimahmutovic,ou=XX,ou=Users,ou=BA,ou=XX,ou=XX,dc=XX,dc=XX) authentication ok (REMOTE_ADDR: 10.2.0.120). [Wed May 23 12:23:36 2007][Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'nedim.hadzimahmutovic'!!! tail /var/log/ldap.log tail /var/log/ldap.log May 23 18:20:31 localhost slapd[4566]: conn=303 fd=14 ACCEPT from IP=10.0.0.10:34198 (IP=0.0.0.0:389) May 23 18:20:31 localhost slapd[4566]: conn=303 op=0 BIND dn="" method=128 May 23 18:20:31 localhost slapd[4566]: conn=303 op=0 RESULT tag=97 err=0 text= May 23 18:20:31 localhost slapd[4566]: conn=304 fd=16 ACCEPT from IP=10.0.0.10:34199 (IP=0.0.0.0:389) May 23 18:20:31 localhost slapd[4566]: conn=304 op=0 BIND dn="" method=128 May 23 18:20:31 localhost slapd[4566]: conn=304 op=0 RESULT tag=97 err=0 text= May 23 18:20:31 localhost slapd[4566]: conn=304 op=1 SRCH base="ou=XX,dc=XX,dc=XX" scope=2 deref=2 filter="(uid=nedim.hadzimahmutovic)" May 23 18:20:31 localhost slapd[4566]: <= bdb_equality_candidates: (uid) index_param failed (18) May 23 18:20:31 localhost slapd[4566]: conn=304 op=1 SEARCH RESULT tag=101 err=0 nentries=1 text= May 23 18:20:31 localhost slapd[4566]: conn=304 op=2 BIND dn="uid=nedim.hadzimahmutovic,ou=XX,ou=XX,ou=BA,ou=EE,ou=XX,dc=XX,dc=XX" method=128 May 23 18:20:31 localhost slapd[4566]: conn=304 op=2 BIND dn="uid=nedim.hadzimahmutovic,ou=XX,ou=XXs,ou=BA,ou=EE,ou=XX,dc=XX,dc=XX" mech=SIMPLE ssf=0 May 23 18:20:31 localhost slapd[4566]: conn=304 op=2 RESULT tag=97 err=0 text= May 23 18:20:31 localhost slapd[4566]: conn=304 op=3 UNBIND May 23 18:20:31 localhost slapd[4566]: conn=304 fd=16 closed May 23 18:20:31 localhost slapd[4566]: conn=303 fd=14 closed (connection lost) Here is my OTR Configuration: # # # # MINE UBER COOL LDAP CONFIG # # # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.2.0.107'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=HQ,dc=XX,dc=XX'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '10.2.0.107', BaseDN => 'ou=HQ,dc=XX,dc=XX', SSCOPE => 'sub', }, CustomerKey => 'uid', CustomerID => 'mail', CustomerUserListFields => ['uid', 'cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenName', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenName', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'system_user'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; -- Nedim --------------------------------------------

1 0

restore.pl database error
by Andrea Gasparetto 23 May '07

23 May '07

I am upgrading otrs on a new System Linux Centos5.0 and I want to import the backup from another old linux Debian with otrs 2.0.4. .But when I start the script or I import the database_backup.sql on mysql it tells me: ---------------------------------------------------------------------------- -------------------------- [root@otrs Backup]# /opt/otrs/scripts/restore.pl -b /opt/otrs/Backup/ -d /opt/otrs/ Restore /opt/otrs/Backup//Config.tar.gz ... Restore /opt/otrs/Backup//Application.tar.gz ... create MySQL decompresses SQL-file ... cat SQL-file into MySQL database ERROR 1153 (08S01) at line 672: Got a packet bigger than 'max_allowed_packet' bytes compress SQL-file... [root@otrs Backup]# ---------------------------------------------------------------------------- ------------------------------ or ---------------------------------------------------------------------------- ------------------------------ [root@otrs sql]# mysql --max_allowed_packet=999MB -u root otrs -p <DatabaseBackup.sql Enter password: ERROR 1153 (08S01) at line 672: Got a packet bigger than 'max_allowed_packet' bytes [root@otrs sql]# ---------------------------------------------------------------------------- ------------------------------ I set the max_allowed_packet=999MB in /etc/my.cnf and restarted mysqld service Where else should I look? Thanks Ciao

1 0

pending-states on Bulk-action
by Alexander Scholler 23 May '07

23 May '07

Hi, within the Bulk-action-dialog, it's possible to select next state "pending...", but you cannot input the pending-date. This is not logical. Do you agree or did I do some misconfiguration? Bye, Alex

1 0

Panic! No UserData!!!
by Warren Howard 23 May '07

23 May '07

Dear all, I'm trying to set up OTRS 2.1.5 with Apache 2.0.58, mod_perl 2.0.3 and Postgresql 8.0.12 on a Gentoo Linux system. The area I'm having trouble with is the LDAP agent authentication. Please note that previously I have successfully set up OTRS 2.0 with LDAP agent authentication, the only real difference besides the OTRS version is that last time I used FastCGI and this time I'm using mod_perl. The problem I'm facing is that when I try and log in to OTRS as an LDAP user for the first time I get the error "Panic! No UserData!!" on screen and in the Apache log error I see is : ERROR: OTRS-CGI-1 Perl: 5.8.8 OS: linux Time: Wed May 23 11:58:27 2007 Message: Sync bind failed! No password, did you mean noauth or anonymous ? Traceback (12298): Module: Kernel::System::Auth::LDAP::Auth (v1.29) Line: 257 Module: Kernel::System::Auth::Auth (v1.20) Line: 116 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 201 Module: ModPerl::ROOT::ModPerl::Registry::var_www_otrs_2enaturesoft_2enet_otrs_2d2_2e1_2e5_bin_cgi_2dbin_index_2epl::han dler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 The relevant section from my Config.pm looks like this : # Here goes the LDAP config!! $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '127.0.0.1'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=naturesoft,dc=net'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Some additonal LDAP options, for directories that don't allow anonymous access. # $Self->{'AuthModule::LDAP::SearchUserDN'} = ''; # $Self->{'AuthModule::LDAP::SearchUserPw'} = ''; $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(objectclass=inetOrgPerson)'; # Some compulsory LDAP settings. $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # LDAP to DB sync!! # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'system_user'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; On the LDAP server I can see in the logs a successful anonymous bind and search for full "dn" followed by another bind that authenticates with the full "dn" and then that's it. No further bind to search for the user data. May 22 13:48:19 [slapd] conn=150791 fd=153 ACCEPT from IP=192.168.0.212:43718 (IP=192.168.10.1:636)_ May 22 13:48:19 [slapd] conn=150791 fd=153 TLS established tls_ssf=256 ssf=256_ May 22 13:48:19 [slapd] conn=150791 op=0 BIND dn="" method=128_ May 22 13:48:19 [slapd] conn=150791 op=0 RESULT tag=97 err=0 text=_ May 22 13:48:19 [slapd] conn=150791 op=1 SRCH base="dc=naturesoft,dc=net" scope=2 deref=2 filter="(&(uid=warren_h)(objectClass=inetOrgPerson))"_ May 22 13:48:19 [slapd] conn=150791 op=1 SEARCH RESULT tag=101 err=0 nentries=1 text=_ May 22 13:48:19 [slapd] conn=150791 op=2 BIND dn="uid=warren_h,dc=naturesoft,dc=net" method=128_ May 22 13:48:19 [slapd] conn=150791 op=2 BIND dn="uid=warren_h,dc=naturesoft,dc=net" mech=SIMPLE ssf=0_ May 22 13:48:19 [slapd] conn=150791 op=2 RESULT tag=97 err=0 text=_ May 22 13:48:19 [slapd] conn=150791 op=3 UNBIND_ May 22 13:48:19 [slapd] conn=150791 fd=153 closed_ Note that if I use the root@localhost id and create matching username entry in OTRS then I am able to log in as that user when using LDAP agent authentication. I'm completely stumped at this point, any suggestions, hints or tips will be very welcome. Thanks, Warren.

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some further actions on ticket-creation through incoming mail
by Alexander Scholler 23 May '07

23 May '07

Hi, among many other incoming mails, our OTRS receives some special (marked) mails. Now, I want some special data contained in this mail-body to be added to a csv-file. I tend to use PostMaster::PreFilterModule###4-CMD for this purpose. The CMD called is a perl-script which applies regex to find the data an apped it to csv. Is this the right way? Any other/better suggestions? Bye, Alex

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my otrs very slow what is the problem ?
by Ayhan HACIOGLU 22 May '07

22 May '07

my otrs very slow what is the problem ? my server info Compaq ML570 2 Xeon CPU 2Gb Ram 3x19 Scsi Hdd

3 3

Role selection error
by Lair, Rich 22 May '07

22 May '07

Well, I found out the what, but not the why - another administrator had put Word and PowerPoint attachments to email tickets, and when he elevated their priority, OTRS stopped working. After deleting the attachments out of the database, OTRS began working again. I did notice they were the only records in the article_attachment table in the OTRS MySQL database that had a descriptor of "application/msword" or "application/powerpoint". I highly recommend phpMyAdmin for routine MySQL database cleanup tasks: http://www.phpmyadmin.net <http://www.phpmyadmin.net/> STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact the sender immediately and delete the material from any computer.

2 1

Outgoing image attachment
by Gary Smith 22 May '07

22 May '07

1 0

Tickets appearing in the calendar?
by Mike Dent 22 May '07

22 May '07

Hi, What is the purpose of the calender choice/button in the Queue admin? I'd like to be able to add entries to the calendar from tickets, eg to schedule a time to attend to a ticket, can this be done? Thanks Mike

3 5

Hello! Some questions about setup...
by Federico Zaina 22 May '07

22 May '07

Hello! I am implementing OTRS to answer Google Groups' support list messages. I would need to know: 1) How can I setup OTRS NOT to quote the answered message text? When I click to answer a received message, I don't want to have included the original message's text. (Or at least, I would want to have it automatically included AFTER my Signature, not before like it is now). 2) How can I get to setup the ticket number format, other than the standards 'Date', 'Checksum', 'Date + Checksum', etc... I would need to have a shorter number, like a four digit number only, or like a mmddyy1234 format, that would be 6 digits for the date and 4 digits for the ticket number. 3) As the email address I use it's also subscribed to the Google Group, I also receive my own answers in the OTRS... What would be the correct filter to keep my answers on the tickets' threads but not to count as a new message? This way I wouldn't have my own answers an the OTRS "New messages" list. I think the "OTRS-Ignore" tag is not the answer because this would keep the answer out of the ticket's thread. Thank you very much in advance! Regards, Federico -- Nektra Advanced Computing http://www.Nektra.com

3 3

Ticket Age
by Matas Labasauskas 22 May '07

22 May '07

Is it possible to count ticket age only during working hours? -- Matas Labasauskas

6 6

Live chat on OTRS
by Gary Smith 22 May '07

22 May '07

Hi OTRS, I am an OTRS user for many years and its absolutely rock solid and a very powerful tool. Has anyone suggested integrating a Live Chat application into this and using the database back end to create tickets based on chat sessions. We use MSN for this just now and have to copy and paste the sessions into otrs to create a log. I would use it and dump MSN to keep all tickets in 1 place. Thanks Gary

2 1

Possibly a Bug...Possibly Me....Agent Notifications
by Trevor Vaughan 22 May '07

22 May '07

Ok, This is kind of related to a previous post but I've been able to expound upon it further. Basically, does anyone know how to properly set up Agent Notifications. I.e. When an external email comes into the queue, a notification is sent. When an agent enters something into the queue, a notification is sent. However, when a customer adds something into the queue from the customer web interface a notification is NOT sent. Can't figure this one out. Help appreciated. Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O

3 5

Users / Groups - Permissions - Concept
by joey 22 May '07

22 May '07

Hey there, this is what we need: Raw-Queue | ------------------------------------------- | | | | | CustomerA CustomerB CustomerC Internal CustomerX | | | | | | X Y Z A B C in words: raw Queue: The Queue where the mails come in. This needs to be managed by the 1st-level group. There should be filters configured to automatically sort out spam etc. The users in the 1st-level group should be the only one that are allowed to move tickets in the specific queues. They should be able to move them either in the Main-Queues (CustomerA, CustomerB, Internal etc) if they don't really know if its "X,Y or Z" (this may be "Incidident", "Request" or whatever), or if the ticket is clear, sort them directly into the "X, Y or Z" sub-queues. main queues: These queues (CustomerA,CustomerB,Internal etc) needs to be managed by other groups which users have deeper knowledge of CustomerA, B etc. The thing should be done with ticket in these queues is to sort them in the sub-queues. One shoud not start working on the tickets in these queues. sub-queus: This is where the work on a ticket should start by a group of users. - The 1st-Level-Team should see all Queues. - The Main-Queue-Teams should only see the specific main-queue and the sub-queues of it. - The Sub-Queue-Teams should only see the specific sub-queue. Sorry for my Englisch... hopefully it's clear anyway. Any idea of this could be realized? :) greetings and thanks in advance, joey

2 1

RE: [otrs] Active Directory Authentication
by Sune T. Tougaard 21 May '07

21 May '07

Looks like it doesn't like the "," in the name. Or perhaps the single escape. At least i can get it to produce the same error if i put a "," in my name. Don't know what to do about that, other than removing them. Not really a solution, though. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 23:13 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication The DNs are correct I've verified them in the AD. I copied the pasted both DNs directly from the program LDP.exe. Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology (717) 391-6957 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Monday, May 21, 2007 4:52 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Hm, that error message... Don't know if it's because of "cleaning" before publication of your config, but one thing that comes to mind, is that the default "Users" container is just that: A container. Not an OU. So, yet another suggestion: Change the "OU" to "CN" in the lines: $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=users,dc=example,dc=org'; and $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrs,OU=users,DC=example,DC=org'; -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 21:51 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication I'm getting this error: May 21 15:30:05 websvr OTRS-CGI-10[21731]: [Notice][Kernel::System::Auth::LDAP::Auth] User: benedick authentication failed, no LDAP group entry foundGroupDN='CN=otrs,OU=users,DC=example,DC=org', Filter='(member=CN=Benedick\, Jason,OU=users,DC=example,DC=org)'! Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology (717) 391-6957 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Monday, May 21, 2007 10:53 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Any details in the logfile? Also, i don't think that nested groups works, so the members has to be "direct" members of the group. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 15:18 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Adding that line doesn't solve the problem I'm having. Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology (717) 391-6957 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Monday, May 21, 2007 5:10 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Hi Jason, Same authentication setup here, and i think that i might have experienced something like this. Try adding this line to the config: $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; I think that the otrs default setting is: $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; And that's not quite what the AD LDAP has to offer. As for the host failover, i don't know if you can use multiple host names. I'm using just the domain name. That is: "example.org", and the DNS round-robins it. Not entirely failover, but better than nothing. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 00:49 To: otrs(a)otrs.org Subject: [otrs] Active Directory Authentication I have active directory authentication working with the exception of the GroupDN for the admin interface. When I comment out the GroupDN and the UserAttr lines everything works fine again. We are running Windows Server 2003 on our DCs if that matters. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org'; $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=users,dc=example,dc=org'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP\\, Linux,OU=Service Accounts,DC=example,DC=org'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrs,OU=users,DC=example,DC=org'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{UserSyncLDAPMap} = { #DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; Also while I'm asking can I put multiple DCs in under host for failover? IE can I do something like: $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org;dc2.example.org'; and will OTRS use dc2 if dc1 is down? Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology

1 0

RE: [otrs] Active Directory Authentication
by Sune T. Tougaard 21 May '07

21 May '07

Hm, that error message... Don't know if it's because of "cleaning" before publication of your config, but one thing that comes to mind, is that the default "Users" container is just that: A container. Not an OU. So, yet another suggestion: Change the "OU" to "CN" in the lines: $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=users,dc=example,dc=org'; and $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrs,OU=users,DC=example,DC=org'; -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 21:51 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication I'm getting this error: May 21 15:30:05 websvr OTRS-CGI-10[21731]: [Notice][Kernel::System::Auth::LDAP::Auth] User: benedick authentication failed, no LDAP group entry foundGroupDN='CN=otrs,OU=users,DC=example,DC=org', Filter='(member=CN=Benedick\, Jason,OU=users,DC=example,DC=org)'! Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology (717) 391-6957 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Monday, May 21, 2007 10:53 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Any details in the logfile? Also, i don't think that nested groups works, so the members has to be "direct" members of the group. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 15:18 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Adding that line doesn't solve the problem I'm having. Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology (717) 391-6957 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Monday, May 21, 2007 5:10 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Hi Jason, Same authentication setup here, and i think that i might have experienced something like this. Try adding this line to the config: $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; I think that the otrs default setting is: $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; And that's not quite what the AD LDAP has to offer. As for the host failover, i don't know if you can use multiple host names. I'm using just the domain name. That is: "example.org", and the DNS round-robins it. Not entirely failover, but better than nothing. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 00:49 To: otrs(a)otrs.org Subject: [otrs] Active Directory Authentication I have active directory authentication working with the exception of the GroupDN for the admin interface. When I comment out the GroupDN and the UserAttr lines everything works fine again. We are running Windows Server 2003 on our DCs if that matters. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org'; $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=users,dc=example,dc=org'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP\\, Linux,OU=Service Accounts,DC=example,DC=org'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrs,OU=users,DC=example,DC=org'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{UserSyncLDAPMap} = { #DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; Also while I'm asking can I put multiple DCs in under host for failover? IE can I do something like: $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org;dc2.example.org'; and will OTRS use dc2 if dc1 is down? Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology

2 1

Selecting the Queues a user can see (New user question)
by tarallo＠ort.edu.uy 21 May '07

21 May '07

I fixed the troubles in my OTRS installation. Now, I'm trying to restrict the queues a customer can see. When a customer logs into I just want him to see the queues that are relevant for his or him. Can I achieve this? Thanks for your help. Andres -- A/P Andrés Tarallo

2 2

RE: [otrs] Active Directory Authentication
by Sune T. Tougaard 21 May '07

21 May '07

Any details in the logfile? Also, i don't think that nested groups works, so the members has to be "direct" members of the group. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 15:18 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Adding that line doesn't solve the problem I'm having. Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology (717) 391-6957 From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: Monday, May 21, 2007 5:10 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory Authentication Hi Jason, Same authentication setup here, and i think that i might have experienced something like this. Try adding this line to the config: $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; I think that the otrs default setting is: $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; And that's not quite what the AD LDAP has to offer. As for the host failover, i don't know if you can use multiple host names. I'm using just the domain name. That is: "example.org", and the DNS round-robins it. Not entirely failover, but better than nothing. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 00:49 To: otrs(a)otrs.org Subject: [otrs] Active Directory Authentication I have active directory authentication working with the exception of the GroupDN for the admin interface. When I comment out the GroupDN and the UserAttr lines everything works fine again. We are running Windows Server 2003 on our DCs if that matters. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org'; $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=users,dc=example,dc=org'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP\\, Linux,OU=Service Accounts,DC=example,DC=org'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrs,OU=users,DC=example,DC=org'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{UserSyncLDAPMap} = { #DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; Also while I'm asking can I put multiple DCs in under host for failover? IE can I do something like: $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org;dc2.example.org'; and will OTRS use dc2 if dc1 is down? Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology

3 2

Role selection error
by Lair, Rich 21 May '07

21 May '07

Has anyone seen this error before? I can log in to my system, which authenticates to AD fine, but when I try to select a role I get an error (this is OTRS 2.1.4 w/SIRIOS running on Ubuntu 6.06 LTS): This is from the Apache2 error log file [Mon May 21 14:22:58 2007] [error] [client xxx.xxx.xxx.xxx] malformed header from script. Bad header=: index.pl, referer: http://xxxxx.xxxxx.com/otrs/index.pl?Action=AgentWorkingRoleSelection This is the actual error Web page: Server error! The server encountered an internal error and was unable to complete your request. Error message: malformed header from script. Bad header=: index.pl If you think this is a server error, please contact the webmaster <mailto:security@firstcommand.com> . Error 500 Any ideas/inputs? Thanx, Rich Lair STATEMENT OF CONFIDENTIALITY: The information contained in this message or any attachments to this message are intended only for the person(s) or entity to which it is addressed and may contain confidential and/or privileged material as well as being protected from disclosure. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is strictly prohibited. If you received this in error, please contact the sender immediately and delete the material from any computer.

1 0

Query Archive
by Dehnert James Sr 21 May '07

21 May '07

Does this list have things like query of faq's archived somewhere? I have been trying to run a query that shows me how man hours a certain user has put in per week for billing, but so far I can't seem to get what i want out with the tools. I'm sure a straight sql query would b better, but I'm pretty new at sql myself. This kind of issue seems to me like one that may have been asked before. Of not, does anyone know what that query would look like? Thanks, Zeke -- James "Zeke" Dehnert mailto:jdehnert@norcalnetworks.com Phone: +1 707.546.6620 x602 Fax: +1 707.324.8043 "Life is racing, everything else is just waiting"

1 0

Re: [otrs] Newbie question about the customer interface and how tochange its look.
by tarallo＠ort.edu.uy 21 May '07

21 May '07

Ulrick: Please look into chapter 12 of the Admin manual. Copy one of the excisiting themes, then customize it for your company. Andres > However, I have a bit of a problem with the customer web >> interface. It's working normaly, no problem with that, but it still reads >> "company name", "logo", etc. It does work, but it doesn't look >> professional >> for our users to log on on a screen that reads "company name" instead of the actual company name. >> >> The problem is, I have no idea how to change this. I've read the admin manual toroughly, but couldn't find anything related to changing the appearance of the customer interface. I tried to search by keywords in the >> sys admin panel, but couldn't find anything. Maybe I didn't use the good keywords, but I tried several (web, customer, interface, etc.). > > > -- > A/P Andrés Tarallo > -- A/P Andrés Tarallo -- A/P Andrés Tarallo

1 0

RE: [otrs] Active Directory Authentication
by Sune T. Tougaard 21 May '07

21 May '07

Hi Jason, Same authentication setup here, and i think that i might have experienced something like this. Try adding this line to the config: $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; I think that the otrs default setting is: $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; And that's not quite what the AD LDAP has to offer. As for the host failover, i don't know if you can use multiple host names. I'm using just the domain name. That is: "example.org", and the DNS round-robins it. Not entirely failover, but better than nothing. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Benedick, Jason Sent: 21. maj 2007 00:49 To: otrs(a)otrs.org Subject: [otrs] Active Directory Authentication I have active directory authentication working with the exception of the GroupDN for the admin interface. When I comment out the GroupDN and the UserAttr lines everything works fine again. We are running Windows Server 2003 on our DCs if that matters. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org'; $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=users,dc=example,dc=org'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP\\, Linux,OU=Service Accounts,DC=example,DC=org'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrs,OU=users,DC=example,DC=org'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{UserSyncLDAPMap} = { #DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; Also while I'm asking can I put multiple DCs in under host for failover? IE can I do something like: $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org;dc2.example.org'; and will OTRS use dc2 if dc1 is down? Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology

2 1

GenericAgent.pl error
by Luca Martella 21 May '07

21 May '07

Dear all, it's been a few day that i find in the OTRS.LOG file an error: [Mon May 21 15:00:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! How can I fix it? Thanks again Luca Martella luca.martella(a)unilabsrl.it 2007-05-21 [ # ] { @ }

1 0

Newbie question about the customer interface and how to change its look.
by Ulrick FOSSARD 21 May '07

21 May '07

Hi everyone. The company I work for started to use OTRS a few days ago, and I'm in charge of setting the system up. I'll be the main contact for our users, so it seems natural to let me configure the tool I'll be working with. I'm still an OTRS newbie, but I can get what I need to work so far. So far, I have configured most of the things I need : queues, users, whatever. However, I have a bit of a problem with the customer web interface. It's working normaly, no problem with that, but it still reads "company name", "logo", etc. It does work, but it doesn't look professional for our users to log on on a screen that reads "company name" instead of the actual company name. The problem is, I have no idea how to change this. I've read the admin manual toroughly, but couldn't find anything related to changing the appearance of the customer interface. I tried to search by keywords in the sys admin panel, but couldn't find anything. Maybe I didn't use the good keywords, but I tried several (web, customer, interface, etc.). I would be very grateful if someone could give me a hint about how to proceed. I'm running out of ideas. Thanks in advance, Ulrick.

2 2

Re: [otrs] Password valitation fails !!!!
by kekieres＠arsystel.com 21 May '07

21 May '07

Hi all, I can't confirm that the same happens with my OTRS system! Increible! Can't someone from otrs confirm it? Any manual patch? Maurice James Ny escribió: > Wow that sounds like a serious bug!! > > > > ------------------------------------------------------------------------ > > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf > Of *Carlos G Oyarzabal > *Sent:* Thursday, May 17, 2007 3:20 PM > *To:* 'User questions and discussions about OTRS.org' > *Subject:* [otrs] Password valitation fails !!!! > > > > Hi List, > > > > I have OTRS 2.1.7 installed. > > > > The password just check only the 8 first chars. > > > > If a user with password is pw="thisismypass", the user can log in just > typing "thisismy" and OTRS ignore "pass". > > > > Can it be fixed? > > > > Carlos > > México > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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

Active Directory Authentication
by Benedick, Jason 20 May '07

20 May '07

I have active directory authentication working with the exception of the GroupDN for the admin interface. When I comment out the GroupDN and the UserAttr lines everything works fine again. We are running Windows Server 2003 on our DCs if that matters. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org'; $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=users,dc=example,dc=org'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP\\, Linux,OU=Service Accounts,DC=example,DC=org'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=otrs,OU=users,DC=example,DC=org'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{UserSyncLDAPMap} = { #DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; Also while I'm asking can I put multiple DCs in under host for failover? IE can I do something like: $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.org;dc2.example.org'; and will OTRS use dc2 if dc1 is down? Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology

1 0

close ticket without body
by sc2＠gmx.at 20 May '07

20 May '07

hello is it possible to close a ticket without body (so to turn of the warning)? thank you bye

3 7

Error: Need CustomerID!!!
by tarallo＠ort.edu.uy 19 May '07

19 May '07

I have installed OTRS 2.1.7, I've been tweaking parameters to authenticate against LDAP. I authenticate against LDAP as a customer then I get the error in the subject. How can I make debug more verbose? Thanks -- A/P Andrés Tarallo

1 0

Customer notification on external note
by Mike Clayton 18 May '07

18 May '07

I have been looking for a way to have OTRS send the customer a notification when an agent adds an external note, is this possible? Preferably containing the text of the note Thanks Mike CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient (s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.

1 0

No $ENV{REMOTE_USER}
by david.zeissler＠gutmann.at 18 May '07

18 May '07

Yes, i'm using NTLM integrated login. I want that when a customer or admin opens the IE that the user-credentials are automatically handed over to otrs... Greetings, david From: otrs-bounces at otrs.org <http://lists.otrs.org/cgi-bin/listinfo/otrs> [mailto:otrs-bounces at otrs.org <http://lists.otrs.org/cgi-bin/listinfo/otrs> ] On Behalf Of david.zeissler at gutmann.at <http://lists.otrs.org/cgi-bin/listinfo/otrs> Sent: Thursday, May 10, 2007 11:04 AM To: otrs at otrs.org <http://lists.otrs.org/cgi-bin/listinfo/otrs> Subject: [otrs] No $ENV{REMOTE_USER} are you trying to use NTLM integrated login? -Andy Lubel ________________________________ From: otrs-bounces at otrs.org <http://lists.otrs.org/cgi-bin/listinfo/otrs> [mailto:otrs-bounces at otrs.org <http://lists.otrs.org/cgi-bin/listinfo/otrs> ] On Behalf Of david.zeissler at gutmann.at <http://lists.otrs.org/cgi-bin/listinfo/otrs> Sent: Thursday, May 10, 2007 11:04 AM To: otrs at otrs.org <http://lists.otrs.org/cgi-bin/listinfo/otrs> Subject: [otrs] No $ENV{REMOTE_USER} Hi List, I'm try to setup OTRS using Microsoft LDAP as Backend for Customer & Agents. For the Login I want to use Http Basic Auth. By now I can login with my LDAP-User, but when I activate the following lines $Self->{AuthModule}=Kernel::System::Auth::HTTPBasicAuth; $Self->{Customer::AuthModule}=Kernel::System::CustomerAuth::HTTPBasicAut h; I get the following message in the OTRS-Log: [Notice][Kernel::System::Auth::HTTPBasicAuth::Auth] User: No $ENV{REMOTE_USER} !(REMOTE_ADDR: 127.0.0.1). What do I have to do so that OTRS get the current user? I'm using OTRS 2.1.7 + Windows Server 2003 (Apache, mysql) Greetings, david

1 0

Problem with ticket generation
by k.mitesh＠drushti.in 18 May '07

18 May '07

Hi, We have installed otrs2.1.7 on redhat linux.Its working properly.But there is problem with ticket generation.When I submit ticket through customer pannel its coming otrs system.When I closed the same ticket through otrs its not coming into customer pannel.Kindly provide me the solution if any.

1 0

Share system tickets
by Maurice James Ny 18 May '07

18 May '07

Does anyone know how to get two separate systems to share tickets? Company a (system id 10) sends a ticket # 20070510003 to Company b (system id 06) which uses a ticket scheme of 20070506003. and when the ticket arrives to company b it keeps its ticket number from company a?

1 0

OTRS and mailserver
by kekieres＠arsystel.com 18 May '07

18 May '07

Hi all, I suppose that when OTRS is installed in a box where the mailboxs are stored, i should be very easy to configure OTRS to get the mails into the correct queue, but I don't know exactly how. Can someone explain me how to do it? Maybe my mailbox file is no located where OTRS is expecting. Where does PostMaster.pl look at for new mails? thanks, Rafa.

1 0

Re-order tocket queue, newest at top?
by Mike Dent 18 May '07

18 May '07

Hi, just wondering what change is needed to display the newest tickets at the top of the queue list? Thanks Mike

2 1

Question OTRS Display
by sc2＠gmx.at 18 May '07

18 May '07

hello i attached a screen of my fresh otrs installation. what did i wrong? with the style "Simple" its ok but with "Standart" alle entrys are doubel. thx richard

4 5

Password valitation fails !!!!
by Carlos G Oyarzabal 18 May '07

18 May '07

Hi List, I have OTRS 2.1.7 installed. The password just check only the 8 first chars. If a user with password is pw="thisismypass", the user can log in just typing "thisismy" and OTRS ignore "pass". Can it be fixed? Carlos México

2 1

OTRS vulnerability.
by Mark D. Wallace 17 May '07

17 May '07

Hi All, This exploit is listed as affecting 2.0.4, and possibly others. Has anyone discovered if it affects 1.3.3? Description: ciri has reported some vulnerabilities in OTRS (Open Ticket Request System), which can be exploited by malicious people to conduct cross- site scripting and cross-site request forgery attacks. 1) Input passed to the "Subaction" parameter in index.pl is not properly sanitised before being returned to the user. This can be exploited to execute arbitrary HTML and script code in a user's browser session in context of an affected site. 2) The application allows users to perform certain actions via HTTP requests without performing any validity checks to verify the request. This can be exploited to perform actions with the privileges of a target user, who is tricked into visiting a malicious website. http://secunia.com/advisories/25205/ Thanks, Mark

1 0

Panic! No UserData!!!
by Jackson Chan 17 May '07

17 May '07

Hello All, I am new to OTRS and trying to use my own customer table from another database. I have followed the doc and implemented 9.2 and 9.3. I have also changed some code in CustomerAuth/DB.pm under Sub Auth ( ) to use a different encryption alogorithm so that the user password hashed is the same as my another database. When I tried to login as customer. I can see the "authentification ok " message in the System Log in the Admin menu so auth seems to be OK. However, I got an error "Panic! No UserData!!!" and am now need some help on how to troubleshoot this.. Does anyone has any idea?? Appreciate much... Regards, Jackson ---------------------------------------------------------------------------------------------------------------------------------------------------------------- Below is what i added to Config.pm: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank Quelle', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings # DSN => 'DBI:odbc:yourdsn', DSN => 'DBI:mysql:database=my_ext_db;host=localhost', User => 'some_user', Password => 'some_password', Table => 'customers', }, # customer uniq id CustomerKey => 'customers_id', # customer # CustomerID => 'customers_id', #CustomerValid => 'valid_id', CustomerUserListFields => ['customers_firstname', 'customers_lastname', 'customers_email_address'], CustomerUserSearchFields => ['customers_email_address', 'customers_lastname', 'customers_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['customers_email_address'], # CustomerUserNameFields => ['salutation','customers_firstname','customers_lastname'], CustomerUserNameFields => ['customers_firstname','customers_lastname'], CustomerUserEmailUniqCheck => 1, # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # just a read only source # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'customers_firstname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'customers_lastname', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'customers_email_address', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'customers_password', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'customers_email_address', 0, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'customers_email_address', 1, 1, # 'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"Art\ icleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'customers_id', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customers_ids', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], # [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], # default selections # Selections => { # UserSalutation => { # 'Mr.' => 'Mr.', # 'Mrs.' => 'Mrs.', # }, # }, }; # This is the auth. module againt the otrs db $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; $Self->{'Customer::AuthModule::DB::Table'} = 'customers'; $Self->{'Customer::AuthModule::DB::CustomerKey'} = 'customers_email_address'; $Self->{'Customer::AuthModule::DB::CustomerPassword'} = 'customers_password'; $Self->{'Customer::AuthModule::DB::DSN'} = "DBI:mysql:database=my_ext_db;host=localhost"; $Self->{'Customer::AuthModule::DB::User'} = "some_user"; $Self->{'Customer::AuthModule::DB::Password'} = "some_password";

2 1

LDAP and HTTPBasicAuth
by Greg Horne 17 May '07

17 May '07

I have been able to get authenication working with Active Directroy using LDAP for users with Windows and Linux. Next I would like to allow my users with a login to the domain to do a single sign on (SSO) using HTTPBasicAuth. My question is can I do a mixed login, where Windows users on the domain get SSO but my Linux users are prompted for their LDAP account info? If yes, does anyone have an example of what the Config.pm would look like for this? Thanks Greg Horne

1 0

sendmail +PostMaster.pl
by sc2＠gmx.at 17 May '07

17 May '07

Dear Users as you can read in the postings before i did setup otrs first time , i still have 2 problems a.) mailed before with close ticket without body b.) (more important) its not possible to send mails via sendmail directly to tickets (without pop3) like in /etc/mail/aliases user: "|/opt/otrs/bin/PostMaster.pl -q queue" i try it with different permissions , after SetPermissions.sh i get from sendmail >r (/bin/sh) exited with EX_TEMPFAIL when i try to change users like root, otrs 755 etc i just get errors like -- 451 4.0.0 putbody: write error: Broken pipe sh: /opt/otrs/bin/PostMaster.pl: Permission denied 554 5.3.0 unknown mailer error 126 -- any ideas how i could make this possible over sendmail aliases? Webserver user: nobody, Permissions, set as the shell script: drwxrwxr-x 4 nobody nogroup 4096 May 16 22:45 bin -rwxrwxr-x 1 nobody nogroup 3952 Nov 2 2006 PostMaster.pl thank you for help.

1 0

Problem
by Luca Martella 16 May '07

16 May '07

Hello all! Since a few time, our OTRS installation stopped to send notifications by email. But if i send an Administrative Notification, it send emails correctly! Do you have any suggestion? Thanks a lot in advance Luca Martella luca.martella(a)unilabsrl.it 2007-05-15

2 2

Phone Ticket
by Urban Marklund 16 May '07

16 May '07

Hi I'm interested to make a simple report in OTRS 2.1.2, total number of new tickets per day for "Phone Ticket" which has been created during the last month. There's no problem to create that for each queue, but from a management view I need to know how many phone calls we have made a ticket out of and how many e-mail tickets. There is also another parameter to consider, those queue (five) that we have created handle total different types of issues. In the end the phone ticket will be transferred to each suitable so there are a multidimensional of measurement. Thx Urban

1 0

[Fwd: RE: [otrs] OTRS Configuration]
by d.shri＠drushti.in 16 May '07

16 May '07

Any Response ??? Thanks, Shrinivas. ---------------------------- Original Message ---------------------------- Subject: RE: [otrs] OTRS Configuration From: d.shri(a)drushti.in Date: Mon, May 14, 2007 11:24 am To: "Maurice James Ny" <maurice.james(a)verizon.net> -------------------------------------------------------------------------- Hi, I have installed otrs-2.1.7.tar.gz.Since its a Source installation,There shuld not be any issue of OS Version.If it is then Please let me give the installation source/RPm for Redhat 9 only. Thanks, Shrinivas. > Did you download the correct distribution of OTRS. I remember that I > downloaded the version for Fedora 4,5, and 6 I was getting that error. > When > I downloaded the version for Fedora 1,2 and 3 it worked fine. > > -----Original Message----- > From: d.shri(a)drushti.in [mailto:d.shri@drushti.in] > Sent: Saturday, May 12, 2007 9:28 AM > To: maurice.james(a)verizon.net > Cc: 'User questions and discussions about OTRS.org' > Subject: RE: [otrs] OTRS Configuration > > Hi, > The details are as follows : > > OS : Redhat 9 > Apache : httpd 2.0.52 > mod_perl : 2.0.3 > otrs : 2.1.7 > > > Thanks, > Shrinivas. > > > > >> What operating system are you running? I ran into the same problem and I >> think I may have the solution >> >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >> d.shri(a)drushti.in >> Sent: Wednesday, May 09, 2007 6:38 AM >> To: otrs(a)otrs.org >> Subject: [otrs] OTRS Configuration >> >> Hi, >> I have configured,installed OTRS on my machine.Now I have exim and >> fetchmail installed on my machine.How to integrate the Exim for >> outoging mail and Fetchmail for incoming mail/queue ? >> I have installed the "Apache2::Reload" perlmodule for apache2 but the >> "Package Manager" of Admin link is giving the error like : >> >> Error: Sorry, Apache::Reload or Apache2::Reload is needed as >> PerlModule >> and PerlInitHan[..] >> >> >> >> >> >> >> -- >> Shrinivas Devarkonda, >> Drushti NET, >> 3, Abhinav Apartments, >> 778, Congress House Road, >> Next to Congress Bhavan, Shivajinagar, >> Pune -05. >> Mobile : 91 - 9850270269 >> Email : d.shri(a)drushti.in. >> >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support or consulting for your OTRS system? >> => http://www.otrs.com/ >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support or consulting for your OTRS system? >> => http://www.otrs.com/ >> > > >

1 0

Problem restarting Apache2 [Can't load Perl module...]
by Raphael Kouhana 16 May '07

16 May '07

Hi guys! My Apache2 is unable to restart after installing OTRS. Here is the error : Stopping httpd: [ OK ] Starting httpd: [Tue May 15 10:17:51 2007] [error] Can't locate Apache2/Reload.p m in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/p erl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl /5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/sit e_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/v endor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) a t (eval 77) line 3.! [Tue May 15 10:17:51 2007] [error] Can't load Perl module Apache2::Reload for se rver localhost:80, exiting...! What can I do ? Thanks.

3 9

RE: [otrs] Reject emails
by Salvador Manzo 16 May '07

16 May '07

How do you plan on determining what a valid ticket number is? Will you NOT be allowing generation of new tickets via email? You may be able to do something with a generic agent checking the subject lines of new messages for the ticket number regex on a regular basis, but considering accepting new tickets via email is a core feature, you may have a rough road ahead to disable that function while still allowing notifications and the like. -----Original Message----- From: "Maurice James Ny" <maurice.james(a)verizon.net> To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> Sent: 2007-05-15 18:41 Subject: [otrs] Reject emails Can some one please tell me how to auto reject emails that do not contain valid ticket numbers? Please!! I've been asking this question for months. Anyone

2 1

Reject emails
by Maurice James Ny 16 May '07

16 May '07

Can some one please tell me how to auto reject emails that do not contain valid ticket numbers? Please!! I've been asking this question for months. Anyone

2 1

Customer id's?
by Mike Dent 16 May '07

16 May '07

Hi, is it possible to have the customer ID's automatically incremented when adding a customer? I'd like mine to all start at UBE00001 and for each customer increment 1. Thanks Mike

3 2

Tickets between two OTRS systems
by Sven Wilhelm 16 May '07

16 May '07

Hi, is it anyway possible to pipe tickets from one otrs system into another having two different kind of numbering schemas? use case: a support team has to send requests to an external support team also working with otrs. I like to manage this requests the same way as requests from customers. regards sven

3 3

Cron jobs creating error email? - GenericAgent.pl & UnlockTickets
by Mike Dent 15 May '07

15 May '07

Hi, since I installed the cron jobs for user OTRS, I am now getting several emails with an error in them. the error is:- DBI::db=HASH(0x871f038)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 223, <PRODUCT> line 4. The jobs which I am seeing the error from up to now are:- Cron <otrs@rt3> $HOME/bin/GenericAgent.pl -c db >> /dev/null Cron <otrs@rt3> $HOME/bin/GenericAgent.pl >> /dev/null Cron <otrs@rt3> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null OTRS 2.1.7, CGI and Ubuntu 6.10. Are these anything to worry about? Can I stop them. thanks Mike

2 2

Date format in OTRS
by Mike Dent 15 May '07

15 May '07

Hi, where is the best place to configure the date setting in OTRS? Currently it is showing:- Created: 05/10/2007 23:46:46 Which is not correct for the UK. It should be 10/05/2007 . Many thanks Mike

2 2

Integrating with Active Directory
by Chris McGinnis 15 May '07

15 May '07

I'm new to OTRS and would like to have our customer list in OTRS pull data from our Active Directory setup. I'm running OTRS 2.1 and have a Windows 2003 and Windows 2000 server running Active Directory. When I do a search for customers I never get any results. I have used the ldp.exe utility with Windows to verify that I can access the LDAP tree using the username/password below. Any guidance or examples would help. I'm definitely not a LDAP or OTRS expert :( Here is what I have added to my Config.pm: # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP FNB', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '192.168.1.2', # ldap base dn BaseDN => 'DC=amaru,DC=local', # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=otrs otrs,OU=Information Technology,OU=Full Access,OU=test-users,DC=amaru,DC=local', UserPw => 'tickets', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; ____________________________________________________________________________________Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase. http://farechase.yahoo.com/

1 0

RE: [otrs] Users / Groups - Permissions - Concept
by Nathan Campbell 15 May '07

15 May '07

As far as I know, the system does not allow literal sub-queues, but you can create all of those queues and using the filters and user group / queue permissions you can accomplish this easily. I'm sure lots of sites are doing similar implementations. The permissions can be setup so only assigned queues are visible to particular users. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of joey Sent: Tuesday, May 15, 2007 11:37 AM To: otrs(a)otrs.org Subject: [otrs] Users / Groups - Permissions - Concept Hey there, this is what we need: Raw-Queue | ------------------------------------------- | | | | | CustomerA CustomerB CustomerC Internal CustomerX | | | | | | X Y Z A B C in words: raw Queue: The Queue where the mails come in. This needs to be managed by the 1st-level group. There should be filters configured to automatically sort out spam etc. The users in the 1st-level group should be the only one that are allowed to move tickets in the specific queues. They should be able to move them either in the Main-Queues (CustomerA, CustomerB, Internal etc) if they don't really know if its "X,Y or Z" (this may be "Incidident", "Request" or whatever), or if the ticket is clear, sort them directly into the "X, Y or Z" sub-queues. main queues: These queues (CustomerA,CustomerB,Internal etc) needs to be managed by other groups which users have deeper knowledge of CustomerA, B etc. The thing should be done with ticket in these queues is to sort them in the sub-queues. One shoud not start working on the tickets in these queues. sub-queus: This is where the work on a ticket should start by a group of users. - The 1st-Level-Team should see all Queues. - The Main-Queue-Teams should only see the specific main-queue and the sub-queues of it. - The Sub-Queue-Teams should only see the specific sub-queue. Sorry for my Englisch... hopefully it's clear anyway. Any idea of this could be realized? :) greetings and thanks in advance, joey _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

3 2

RE: [otrs] Users / Groups - Permissions - Concept
by Nathan Campbell 15 May '07

15 May '07

Well there you go - he can do exactly what he wants then. I never had need for sub-queues so I suppose that's why I missed that in the docs. Thanks, Nathan Campbell -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, May 15, 2007 12:17 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Users / Groups - Permissions - Concept Nathan Campbell wrote: > As far as I know, the system does not allow literal sub-queues, but you > can create all of those queues and using the filters and user group / > queue permissions you can accomplish this easily. According to the docs sub queues *are* implemented: "You can specify the name and the group who should use the queue and if you want the new queue to be a sub queue of another already existing queue." http://doc.otrs.org/2.1/en/html/x841.html Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

1 0

interne Tickets im Customer Interface sichtbar (Teilen)
by Bernhard Mandera 15 May '07

15 May '07

Hallo, wir setzen OTRS 2.1.5 ein. Folgendes ist uns aufgefallen, was nicht richtig sein kann. Wird ein Ticket durch teilen erstellt und wird anschließend eine interne Mail verschickt, so sehen Kunden, die das Ticket sich im CustomerInterface anschauen (und die entsprechenden Berechtigung=customer_id haben) als erstes das interne Ticket, obwohl sie ja nur externe Artikeltypen sehen dürften. In der DB sieht es so aus: +--------+-----------+-----------------+ | id | ticket_id | article_type_id | +--------+-----------+-----------------+ | 107099 | 8479 | 5 | | 107100 | 8479 | 2 | | 107101 | 8479 | 2 | +--------+-----------+-----------------+ (Der Kunde sieht als erstes im CustomerInterface id 107101). Noch etwas ist uns aufgefallen, das wir auch für einen Bug halten, dass aber nicht so ins Gewicht fällt: Wenn ein Kunde im CustomerInterface ein Ticket sich anschaut, sieht er alle Artikel vom Type external. Soweit auch richtig. Manipuliert man die URL aber und ersetzt die angezeigte "externe" Artikel-ID durch eine "interne" Artikel-Id vom selben Ticket, so sieht der Kunde auch diese. Hier wäre es doch richtiger eine Fehlermeldung zu bringen. Mit freundlichen Grüßen, B. Mandera

2 1

CMDB - ITSM
by Esteban Oleas 15 May '07

15 May '07

Hi I have another question about CMDB, could you tell me if this new module can make inventory of pc's in the network automatically?

2 1

column q.first_response_time does not exist
by Pierrik Le Guennec 15 May '07

15 May '07

I installed a 2.2.0 beta 2 debian package I can't select personnal queues. When I try, the answer is a success message : "Preferences updates successfully!", but the selected queue stays unselected. By "System log", I read error message OTRS-CGI-10: Found no $ID for 46! Error: column q.first_response_time does not exist The system is Debian Etch 4.0, Postgresql 8.1 Steps for install 1 - 2.0.4 debian package standard 2 - imports of previous data 3 - 2.1.7 debian package, without upgrading database during intallation 4 - upgrade database by script to 2.1.7 5 - 2.0.0 beta 2 debian package, without upgrading database during intallation 6 - upgrade database by script to 2.0.0 There were no error messages during upgrades of database. Is there an error, or is there a patch ?

1 0

Using Search in OTRS to search custom fields?
by Mike Dent 15 May '07

15 May '07

Hi, I added some of my own fields to customer_user table. I'd like to include these in the search feature in OTRS. Cananybody point me in the right direction please? thanks Mike

1 0

Re:[otrs] Error adding packages
by kekieres＠arsystel.com 15 May '07

15 May '07

Hi, I've solved the problem by myself. I don't know why but some directories didn't have execution permision so weren't accesible. Probably some error while installing or updating perl o mod_perl... who knows. bye. kekieres(a)arsystel.com escribió: > Hi all at list, > > I'm installing OTRS in RedHat Enterprise 4, with Apache2 and mod_perl_1.99. > I've been facing some problems but finally I've a system running except that > I can't add packages and that's what I really want to do (need to install > SIRIOS modules). > The error I get when clicking in [Package Manager] is: > > --------- > Software error: > > Can't locate HTTP/Request/Common.pm in @INC (@INC contains: ../../ > /opt/otrs/Kernel/cpan-lib /opt/otrs/ > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.5 > /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 > /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 > /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 > /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 > /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 > /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . > /etc/httpd/ /etc/httpd/lib/perl //../.. //../../Kernel/cpan-lib) at > /usr/lib/perl5/vendor_perl/5.8.5/LWP/UserAgent.pm line 409, <PRODUCT> > line 24. > > For help, please send mail to the webmaster (..) , giving this error > message and the time and date of the error. > ----------------------- > > But the point is that Common.pm file IS in the system: > # locate Common.pm > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Apache/TestCommon.pm > /usr/lib/perl5/vendor_perl/5.8.5/HTTP/Request/Common.pm > > Anyone has any idea, or has faced the same problem? > > Thanks > > Rafa. > _______________________________________________ > 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

Error adding packages
by kekieres＠arsystel.com 15 May '07

15 May '07

Hi all at list, I'm installing OTRS in RedHat Enterprise 4, with Apache2 and mod_perl_1.99. I've been facing some problems but finally I've a system running except that I can't add packages and that's what I really want to do (need to install SIRIOS modules). The error I get when clicking in [Package Manager] is: --------- Software error: Can't locate HTTP/Request/Common.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl //../.. //../../Kernel/cpan-lib) at /usr/lib/perl5/vendor_perl/5.8.5/LWP/UserAgent.pm line 409, <PRODUCT> line 24. For help, please send mail to the webmaster (..) , giving this error message and the time and date of the error. ----------------------- But the point is that Common.pm file IS in the system: # locate Common.pm /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Apache/TestCommon.pm /usr/lib/perl5/vendor_perl/5.8.5/HTTP/Request/Common.pm Anyone has any idea, or has faced the same problem? Thanks Rafa.

1 0

Error adding packages
by kekieres＠arsystel.com 15 May '07

15 May '07

Hi list, I'm installing OTRS in RedHat Enterprise 4, with Apache2 and mod_perl_1.99. I've facing some problems but finally I've a system running except that I can't add packages and that's really what I need (want to install SIRIOS modules). The error I get when clicking in [Package Manager] is: Software error: Can't locate HTTP/Request/Common.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl //../.. //../../Kernel/cpan-lib) at /usr/lib/perl5/vendor_perl/5.8.5/LWP/UserAgent.pm line 409, <PRODUCT> line 24. For help, please send mail to the webmaster (..) , giving this error message and the time and date of the error. But the point is that Common.pm file IS in the system: # locate Common.pm /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Apache/TestCommon.pm /usr/lib/perl5/vendor_perl/5.8.5/HTTP/Request/Common.pm Anyone has any idea, or has faced the same problem? Thanks Rafa.

1 0

problem in otrs framework
by k.mitesh＠drushti.in 15 May '07

15 May '07

Hi, We have installed otrs 2.1.7 source(tar.gz)on Suse 10.We are facing problem in interface.When we click on package manager in admin interface we are receiving following error. Software error: Can't locate auto/LWP/UserAgent/get.al in @INC (@INC contains: ../../ /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/lib/perl5/5.8.7/i586-linux-thread-multi /usr/lib/perl5/5.8.7 /usr/lib/perl5/site_perl/5.8.7/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.7/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl . /opt/otrs/bin/cgi-bin/../.. /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at ../..//Kernel/System/Package.pm line 1487 For help, please send mail to the webmaster (webmaster(a)dummy-host.example.com) giving this error message and the time and date of the error. Please provide us solution for the same. Thanks Mitesh

3 2

Change order of the subject
by Serge ALGAROTTI 15 May '07

15 May '07

Hello, ours customers receive our mail answer with OTRS with a subject as: [Ticket#2007031210000057] Printer problem They would prefer a subject like this: Printer problem [Ticket#2007031210000057] Is it possible to change this ? I search in the documentation but I did not find a solution. (OTRS v 2.1.5) thank for your help, -- Serge

2 1

automatic answer on change to status "pending auto close +/-"
by AndrejV＠web.de 14 May '07

14 May '07

Hello All, has somebody an Idea how to enable an automatic answer to Users when their ticket status changes to "pending auto close +/-"? If you have an Idea I would be pleased to hear from you. kind regards from Zurich Andrej _____________________________________________________________________ Der WEB.DE SmartSurfer hilft bis zu 70% Ihrer Onlinekosten zu sparen! http://smartsurfer.web.de/?mc=100071&distributionid=000000000066

2 1

CGI vs. Perl
by Filippo Fiorani 14 May '07

14 May '07

Hi all, I read in OTRS manual that using perl modules is faster than pure CGI. How can I check which one I'm using? Once I've checked, how can I switch from either one to the other? Cheers, Filippo

2 1

MAPI support in OTRS
by Branislav.Dobrodolac＠t-systems.com 14 May '07

14 May '07

Hi to all, Does anybody perhaps have a solution to the problem of using OTRS with MAPI? Unfortunately we are able to use MAPI only. Kind regards Branislav Dobrodolac -- T-Systems Enterprise Services GmbH Systems Integration Application Development & Service Factory Solution Center PLM Branislav Dobrodolac Fasanenweg 5, D-70771 Leinfelden-Echterdingen, Germany Phn +49-711-972-49475 Fax +49-711-972-90330 mailto:branislav.dobrodolac@t-systems.com T-Systems Enterprise Services GmbH Aufsichtsrat: René Obermann (Vorsitzender) Executive Committee: Lothar Pauly (Vorsitzender)*, Helmut Binder, Albert Henn, Olaf Heyden*, Katrin Horstmann, Ulrich Kemp, Axel Knobe*, Wilfried Peters*, Dr. Herbert Schaaff*, Zvezdana Seeger* Handelsregister: Amtsgericht Frankfurt am Main HRB 55933 Sitz der Gesellschaft: Frankfurt am Main WEEE-Reg.-Nr. DE87523644 *Geschäftsführer gem. § 35 GmbHG T-Systems - Business flexibility

2 1

Support of native ticket types
by Fernando Sarria 14 May '07

14 May '07

In the IPANEMA VERSION the documentation say that this version "Support of native ticket types" and that "you do not need longer to use a ticket free text field isn't necessary anymore". Do you have any example about this point where you don't use a ticket free. Thanks in advance Fernando Sarria

1 0

[Fwd: Problem]
by k.mitesh＠drushti.in 14 May '07

14 May '07

Hi, We have installed otrs 2.1.7 on red hat 9 .We have used pop3 account settings to download mails from server.We are able to download but copy of the same(mail) is not present on server.So provide us settings for the same. Thanks Mitesh

1 0

OTRS Notification and Agent replies to OTRS via email client
by Michael Bush 14 May '07

14 May '07

Is there are way to configure OTRS to send out new tickets/followups etc notifications to agents from the queue name such as techsupport(a)domain.com instead of otrs(a)domain.com? If you reply from a email client or PDA, you have to change the TO: address from otrs(a)domain.com to techsupport(a)domain.com before replying. Did I miss a configuration somewhere? Michael Bush

2 4

several email addresses at BCC
by Carlos Oyarzabal 13 May '07

13 May '07

Hola, Is it possible several email addresses at Framework => Core => Sendmail => BCC ? if possible, what char is the separator? ";" or "," Thanks a lot, Carlos,

2 1

Re: OTRS
by Mike Dent 13 May '07

13 May '07

Many thanks Maurice for taking the time to do this. However it is still not possible to customise the state change for tickets which are closed without changing the notification for tickets which are set to pending. It may often be desirable to notify the customer:- "Now your ticket is closed, if you have further problems please call us back on 123456 or alternately email us at info(a)blahblah.com, please keep a note of this ticket/id number for future reference etc etc" OR "Your ticket has been set to state pending whilst we investigate this problem further, please check your email soon as we may need to contact you for further information, balh blah" I have filed a bug/feature request for this. Thanks Mike On 5/13/07, Maurice James (VA) <maurice.james.va(a)verizon.net> wrote: > > > > > Here is the document that I tried to post to the list >

2 1

Signature before reply message
by Michael Bush 13 May '07

13 May '07

How do you setup OTRS 2.1.7 to place the signature above the reply message instead of below?

2 2

RE: [otrs] Some of my remaining OTRS questions.
by Salvador Manzo 12 May '07

12 May '07

Inline for question 1 -----Original Message----- From: "Mike Dent" <mcdent(a)gmail.com> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: 2007-05-11 4:44 Subject: [otrs] Some of my remaining OTRS questions. Hi, I'm slowly getting to a stage where I can drop RT and move to OTRS, however there are some things I still need to fix. I've looked through the manual and done some searches and not found much info on the following. 1) I want an auto response that gets sent out when a ticket is 'closed' . I have this when a ticket is opened but I could not easily see how to do it for closed? <notification on status change will do this, however, it will pick up ANY status change, so if you use the Pending statuses, those will also be flagged. Ok, enough for now, thanks in advance for any help. Mike

3 12

RE: [otrs] OTRS Configuration
by d.shri＠drushti.in 12 May '07

12 May '07

Hi, The details are as follows : OS : Redhat 9 Apache : httpd 2.0.52 mod_perl : 2.0.3 otrs : 2.1.7 Thanks, Shrinivas. > What operating system are you running? I ran into the same problem and I > think I may have the solution > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > d.shri(a)drushti.in > Sent: Wednesday, May 09, 2007 6:38 AM > To: otrs(a)otrs.org > Subject: [otrs] OTRS Configuration > > Hi, > I have configured,installed OTRS on my machine.Now I have exim and > fetchmail installed on my machine.How to integrate the Exim for > outoging mail and Fetchmail for incoming mail/queue ? > I have installed the "Apache2::Reload" perlmodule for apache2 but the > "Package Manager" of Admin link is giving the error like : > > Error: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule > and PerlInitHan[..] > > > > > > > -- > Shrinivas Devarkonda, > Drushti NET, > 3, Abhinav Apartments, > 778, Congress House Road, > Next to Congress Bhavan, Shivajinagar, > Pune -05. > Mobile : 91 - 9850270269 > Email : d.shri(a)drushti.in. > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ >

1 0

Entering a ticket without sending contents to users email?
by Mike Dent 12 May '07

12 May '07

When entering a phone ticket for an existing customer, a copy of the ticket is sent to the user. Is it possible for them to still receive a message from OTRS telling them a ticket has been created with the number in etc. i.e. the auto response on create new ticket *but* not have the message you type when creating that ticket appended to the message? I hope that makes sense. :) thanks Mike

1 0

Message Headers...
by Jeff Shepherd 12 May '07

12 May '07

Hello, Is there a way to view the message headers in OTRS? I have a few customers that are getting marked as SPAM and I would like to see the message headers to help determine why. Thanks! -Jeff -- Jeff Shepherd Technical Specialist jeffs(a)tolisgroup.com "When you do common things in life in an uncommon way, you will command the attention of the world." -Unknown

2 2

Ticket Type
by Esteban Oleas 11 May '07

11 May '07

Hi Does anyone have any good ticket type examples, please I need to know about this subject, because the information of that attribute is not complete, and principally I don't know how could I use it? Esteban Oleas Consultor Asociado GENNASSIS Cìa. Ltda.

1 0

(no subject)
by Esteban Oleas 11 May '07

11 May '07

Hi Does anyone have any good ticket type examples, please I need to know about this subject, because the information of that attribute is not complete, and principally I don't know how could I use it? Esteban Oleas Consultor Asociado GENNASSIS Cìa. Ltda.

1 0

Some of my remaining OTRS questions.
by Mike Dent 11 May '07

11 May '07

Hi, I'm slowly getting to a stage where I can drop RT and move to OTRS, however there are some things I still need to fix. I've looked through the manual and done some searches and not found much info on the following. 1) I want an auto response that gets sent out when a ticket is 'closed' . I have this when a ticket is opened but I could not easily see how to do it for closed? 2) There is a link/setting on the OTRS-Admin-Queue page for Calendar, what is the purpose of this? 3) Can I create tickets and have them entered in the Calendar module? 4) I get this logged to the Apache error file whenever any action, page reload etc occurs on OTRS:- [Fri May 11 12:38:29 2007] -e: DBI::db=HASH(0xb3a2588)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs//Kernel/System/DB.pm line 223. What is it and can it be stopped/fixed? 5) How does one assign a ticket to ones self? Is the 'Lock' feature used for this? 6) When entering a customer on OTRS-Customer User page, how can you make the customer ID chosen for you and unique? I would ideally like this to be of the format UBE00001, UBE00002 etc etc ? Ok, enough for now, thanks in advance for any help. Mike

2 2

Best Linux to run on
by Dave Wojciechowski 11 May '07

11 May '07

Everyone that has worked w/ OTRS what is the best platform to run OTRS on on the linux side?

9 26

Error in graphic stats
by Filippo Fiorani 11 May '07

11 May '07

Hi there, still with ash on my head :-), this morning I went for missing modules installation. I had to update CPAN, install missing components (gcc, g++) and libraries (gdlib, pnglib) but now it's all set, as checkModules confirmed. So I logged back into OTRS, went for graphic stats and, ops, got this error message: Not a CODE reference at /usr/local/lib/perl/5.8.8/GD/Image.pm line 93, <PRODUCT> line 52. which is a line of code returning from function newPalette. I dunno what the second line means tough (it changes with selected graph size). Same error (I think) popped up once, then I went back to Stats page, reloaded and the error disappeared. Tried again, and the error was there. This refers to the New Tickets stat section. What's wrong? Apart from this, installing and solving installation issues was exciting, I learned a lot ... Ciao, Filippo

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Another newbie question (blamy!)
by Filippo Fiorani 11 May '07

11 May '07

Hi there, I've installed OTRS 2.04 with a few modules missing, see list below: Net::LDAP ... not installed! (for directory authentication - not required) GD ... not installed! (for stats - not required) GD::Text ... not installed! (for stats - not required) GD::Graph ... not installed! (for stats - not required) GD::Graph::lines ... not installed! (for stats - not required) GD::Text::Align ... not installed! (for stats - not required) XML::Parser ... not installed! (required for strong xml use - not required!) But now I need to install missing modules. PackageManager won't work, because of the XML::Parser missing, I think. How can I do that? Cheer Dudes! Ciao, Filippo

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Getting customer data in to OTRS, fields for address, OS, postcode etc?
by Mike Dent 11 May '07

11 May '07

Hi, I'm new to OTRS, so please forgive me, I've been using RT for a couple of years but it lacks some features which I hope otrs can help with. I'm currently trying to see how to set up customers (they dont need web access to otrs) in otrs. I can export my tickets from RT and create a CSV with names, email, address etc. Can I import this in to OTRS? Can I then add custom fields, so that when a new customer is added (usually over the phone) I can populate these fields? Many thanks Mike

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No $ENV{REMOTE_USER}
by david.zeissler＠gutmann.at 10 May '07

10 May '07

Hi List, I'm try to setup OTRS using Microsoft LDAP as Backend for Customer & Agents. For the Login I want to use Http Basic Auth. By now I can login with my LDAP-User, but when I activate the following lines $Self->{AuthModule}=Kernel::System::Auth::HTTPBasicAuth; $Self->{Customer::AuthModule}=Kernel::System::CustomerAuth::HTTPBasicAut h; I get the following message in the OTRS-Log: [Notice][Kernel::System::Auth::HTTPBasicAuth::Auth] User: No $ENV{REMOTE_USER} !(REMOTE_ADDR: 127.0.0.1). What do I have to do so that OTRS get the current user? I'm using OTRS 2.1.7 + Windows Server 2003 (Apache, mysql) Greetings, david

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