- otrs - OTRS mailing lists

Recepients in Answers
by Thorsten.Dannhausen＠Bertelsmann.de 10 May '07

10 May '07

Hi Guys, I've got a question somebody might be able to answer. I want to create a Answers where the recepients are already entered. Does somebody know if this is possible?? Kind Regards Thorsten Dannhausen IT Solution Manager Organisation / IT ________________________________________________________________ Sonopress GmbH ´ Carl-Bertelsmann-Straße 161F 33311 Gütersloh Germany http://www.sonopress.de <http://www.sonopress.de/> Thorsten.Dannhausen(a)bertelsmann.de <mailto:Thorsten.Dannhausen@bertelsmann.de> Phone +49 (0) 52 41 80-88 45 7 Fax +49 (0) 52 41 80-60 51 ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- Sitz Gütersloh | Amtsgericht Gütersloh HRB 1531 | Geschäftsführer Sven Deutschmann ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- Diese E-Mail und eventuelle Anlagen können vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail sind nicht gestattet. ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- Registered Office: Gütersloh | Gütersloh Commercial Register (HRB) 1531 | Managing Director Sven Deutschmann ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- This e-mail and any attachments may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is forbidden.

2 1

Time interval in Stats doesn't work
by Myles Musser 10 May '07

10 May '07

Hi everyone, I have a problem with the stats I'm trying to run with OTRS 2.1.4. I've got the X-axis value set to create time, and I want to run a day-by-day ticket analysis of tickets in a given queue. I've set the scale to allow me either Months or Days, and I've deselected the "Fixed" field in on these fields to allow me to choose which date range I'd like. However, no matter what date range I choose when running my stats, it always chooses the maximum allowable period instead of what I've selected. Any thoughts on why this is happening? -- ~ Jadon Rose "/Experience a writer's heart"/

1 0

Performance of web interface?
by Mike Dent 10 May '07

10 May '07

Hi, Since installing OTRS recently I've noticed the speed of the web interface has been a touch on the slow side. There seems just under a 4 second delay after clicking a button/link in OTRS before the page is loaded. The box I am running it on is a VIA EPIA 600Mhz with 512mb of ram. Not the most snappy box but it runs RT 3.6 fast, SugarCRM is faster then OTRS. OS is Ubuntu 6.10 and OTRS 2.1.7 . The httpd error log contains these two entries each time a link is clicked in otrs:- [Thu May 10 08:49:44 2007] [error] [client 192.168.1.27] [Thu May 10 08:49:44 2007] index.pl: DBI::db=HASH(0x888ad68)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 223., referer: http://test.ceders.local/otrs/index.pl? [Thu May 10 08:49:44 2007] [error] [client 192.168.1.27] File does not exist: /var/www/favicon.ico Thanks Mike

3 4

[Fwd: OTRS Configuration]
by d.shri＠drushti.in 10 May '07

10 May '07

Any reply ? ---------------------------- Original Message ---------------------------- Subject: OTRS Configuration From: d.shri(a)drushti.in Date: Wed, May 9, 2007 4:07 pm To: otrs(a)otrs.org -------------------------------------------------------------------------- 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. Email : d.shri(a)drushti.in.

1 0

OTRS Configuration
by d.shri＠drushti.in 09 May '07

09 May '07

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.

2 1

New user in OTRS
by Filippo Fiorani 09 May '07

09 May '07

Hi, I've installed OTRS (2.0.4) on a Debian 4.0 (Etch) server: I've followed "the easy way", using the .deb package. I can log in and play around while reading OTRS docs. Everything looks fine. Whenever I log in and try to add a new user (or a new client) tough, I get an error page with this: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue May 8 19:35:44 2007 Message: Email address (filippo.f(a)condor.it) not valid (invalid filippo.f(a)condor.it (no mail exchanger (mx) found!)! )! Traceback (4323): Module: Kernel::System::User::UserAdd (v1.50) Line: 223 Module: Kernel::Modules::AdminUser::Run (v1.31 ) Line: 192 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I've found something about this, telling me to disable CheckMXsomething in Config.pm... which I've found in /etc/otrs/Kernel and looked already turned off. So, question is: what am I doing wrong or overlooking? What is my system missing? Is there any good-installation-checklist for otrs? Thanks in advance for any help. Cheers, Filippo

3 4

customer_user table, meanings?
by Mike Dent 09 May '07

09 May '07

Hi, What are the meanings of fields valid_id create_time create_by change_time change_by in customer_user table. Are these fields important if I am just doing a bulk import of a few hundred customers? thanks Mike

1 0

Getting OTRS database back to original state.
by Mike Dent 09 May '07

09 May '07

Hi, I'm testing OTRS. Is it possible to get the original database like at install time back? thanks Mike

2 1

screen after pressing "submit" to send an answer
by Tabitha Stang 09 May '07

09 May '07

Hello, After a ticket is sent to the customer using the normal "submit" button, the user is taken back to a queue. The way our setup is done, we really need the user to be taken to the "locked tickets" view instead. How can we do this? I searched the archive, but unfortunately couldn't find an answer. Could someone please help? Thanks so much! Tabitha

1 0

Autofill "Time unit" field
by Chef Tony 09 May '07

09 May '07

Hi I have to autofill the "Time unit" field in the "Close ticket" webpage. Can someone explain me how modify to obtain this behaviour? thanks

1 0

Using OTRS API
by Patric 09 May '07

09 May '07

Hi guys, I hope somebody can help me. I want to use the OTRS rpc to create a new ticket to a customer via a php script. I have had a look at the rpc-example.pl, but unfortunately I dont know much about perl or soap for that matter. Is there any documentation that might help me, or could anybody point me in the right direction? Any help would really be appreciated! Thanks Patrick ---------------------------------------------------------------------- Finally - A spam blocker that actually works. http://www.bluebottle.com

1 0

Notifications
by Petar Kazakov 09 May '07

09 May '07

Hi guys, Did someone tried to make those 4 types of notifications (New ticket, Follow up, ticket lock timeout and Moved ticket) per each queue. Not just for all queues together or just those selected as "My Queues", but really for each individual queue. Or is there such feature for next versions of the OTRS? Thanks in advance, Peter

2 1

RSS Feed
by Dehnert James Sr 09 May '07

09 May '07

Has anyone ever looked at an RSS feed of cases from OTRS? I'd love to be able to monitor some/all queues via RSS. Better still would be a priority threshold, so I can see Critical cases from queue 1-3, and Normal cases on queues 4-6, etc. 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"

2 1

Can someone please helpwith this nightmare? Customer.pl and Active DirectoryAuthentication problem
by Ruben van Vloten 09 May '07

09 May '07

I really hope someone can helpout here.. Trouble with Authentication of Active directory in Customer.pl section I have tried almost any option I can think of to authenticate against Active directory What works: I can authenticate against ldap in the agent section. This works. I use the sAMAccount for authentication. What doesn't work: I can't authenticate against ldap in the customer section... What is going wrong?? By using ethereal/wireshark I can see the ldap server is being used to in the agent authentication. But in the customer section I see that although that ldap authenticates but doesn't do a lookup for the attempted login. I am trying to use the same details for the agent section and the customer Base DN does this matter? It should regardless do a lookup no? Further more I have create a local customer user named mike, and this user can still authenticate. Also when I create a new user on customer.pl it does check the ldap and sees the user exists when I use the sAMAccountName during registration. Small side question; In the agent ldap section we I need to make a mapping for name, lastname, email for the mysql database. I am a little suppriced the customer section doesn't have this option as such. I have posted my current config below, Thanks for helping out :-) Ruben # --------------------------------------------------- # # authentication settings # # (enable what you need, auth against otrs db, # # against LDAP directory, agains HTTP basic auth # # or against Radius server) # # --------------------------------------------------- # # This is the auth. module againt the otrs db # $Self->{'AuthModule'} = 'Kernel::System::Auth::DB'; # $Self->{'AuthModule::DB::CryptType'} = 'crypt'; # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '172.30.2.3'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=UserOffice,ou=COMPANYNAMEUsers,dc=nl,dc=COMPANYNAME,dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # # $Self->{'AuthModule::LDAP::GroupDN'} = ''; # # $Self->{'AuthModule::LDAP::AccessAttr'} = ''; # $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'testuser'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'p@ssword'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # $Self->{'AuthModule::LDAP::UserLowerCase'} = 0; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 3268, timeout => 120, async => 0, version => 3, }; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; # --------------------------------------------------- # # customer authentication settings # # (enable what you need, auth against otrs db, # # against a LDAP directory, against HTTP basic # # authentication and against Radius server) # # --------------------------------------------------- # # This is the auth. module againt the otrs db # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; # $Self->{'Customer::AuthModule::DB::Table'} = 'customer_user'; # $Self->{'Customer::AuthModule::DB::CustomerKey'} = 'login'; # $Self->{'Customer::AuthModule::DB::CustomerPassword'} = 'pw'; # $Self->{'Customer::AuthModule::DB::DSN'} = "DBI:mysql:database=customerdb;host=customerdbhost"; # $Self->{'Customer::AuthModule::DB::User'} = "some_user"; # $Self->{'Customer::AuthModule::DB::Password'} = "some_password"; # 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'} = '172.30.3.2'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=UserOffice,ou=COMPANYNAMEUsers,dc=nl,dc=COMPANYNAME,dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; #$Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=testuser,ou=UserOffice,ou=COMPANYNAMEUsers,dc=nl,dc=COMPANYNAME,dc=l ocal'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'p@ssword'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 3268, timeout => 120, async => 0, version => 3, }; # This is example configuration to auth. agents against a radius server # $Self->{'Customer::AuthModule'} = 'Kernel::System::Auth::Radius'; # $Self->{'Customer::AuthModule::Radius::Host'} = 'radiushost'; # $Self->{'Customer::AuthModule::Radius::Password'} = 'radiussecret'; # --------------------------------------------------- # # # # Start of config options!!! # # CustomerUser stuff # # # # --------------------------------------------------- # # # CustomerUser # # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database Backend', Module => 'Kernel::System::CustomerUser::DB', Params => { # # if you want to use an external database, add the # # required settings ## DSN => 'DBI:odbc:yourdsn', ## DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', ## User => '', ## Password => '', Table => 'customer_user', }, # # customer uniq id CustomerKey => 'login', # customer # CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'first_name', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], CustomerUserEmailUniqCheck => 1, # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins AutoLoginCreation => 1, # generate auto login prefix AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # just a read only source # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$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.', # }, }, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '172.30.2.3', # ldap base dn BaseDN => 'ou=UserTrading, ou=COMPANYNAMEUsers, dc=nl, dc=COMPANYNAME, 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=testuser, ou=UserOffice, ou=COMPANYNAMEUsers, dc=nl, dc=COMPANYNAME, dc=local', UserPw => 'p@ssword', # 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 => 3268, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName','cn', 'mail'], CustomerUserSearchFields => ['sAMAcountName', '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', 'login', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], };

2 2

LDAP --> Getting "customer User Multivalue attributes"
by Maximilian Haertl 09 May '07

09 May '07

Hi all, i really have a Problem in configuring the LDAP - Fields in OTRS (2.1.6) So, i ask myself, why i cant get on a multivalue attribute in LDAP-queries have more than the first attribute? I think right, that the cahnges has to be done in Kernel::System::CustomerUser::LDAP? And there at #getCustomer User Info? even if i add a line like if (1==1) {,,,} then the programm wouldnt run anymore, without a change on anything else... could anybody tell me, why this happens??? I am not an perl-Profi, but at least i am very expirences in Programming and can read how to programm things in perl (its not so difficult, i think...) Thx a lot, Greetz Max

1 2

Changing the default value of a dropdown box in the compose screen
by Jan Miczaika 09 May '07

09 May '07

Hello, I would like to change the default value of a dropdown box in the screen, where an agent composes the response. In our company the workflow looks like this: a. The ticket comes in b. An agent works on it and either sets it to close successful (if the problem is solved) or pending auto close+ if we are waiting for feedback. The pending date is set to 7 days in advance. If we don't hear anything in this time, the ticket is automatically closed. Right now the default selected value in the dropdown on the Compose Answer screen is "open". This forces every agent to make 2-3 additional clicks to set it to closed successful or pending auto close+. How can I change the default selected value for this dropdown? Thanks Jan -- Geschäftsführer / Managing Director Hitflip Media Trading GmbH Gürzenichstr. 7, 50667 Köln www.hitflip.de - new: www.hitflip.co.uk Tel. +49-(0)221-272407-27 Fax. 0221-272407-22 (that's so 1990s) HRB 59046, Amtsgericht Köln Geschäftsführer: Andre Alpar, Jan Miczaika, Gerald Schönbucher

2 1

Email tickets
by Oscar Manuel Gómez Senovilla 08 May '07

08 May '07

Hi, all I'm just testing otrs 2.1.6 in our corporate environment, and I need to be certain of what it can and can't do. What I've been asked is: - Customers should be able to create tickets by sending an email to a given email address. We manage our server and domain, so if some extra software is needed, we can install it. We're currently using debian sarge. But I'm certain that his has the problem that any spammer (or unauthorized person) could mail and overload the server, so I also wonder if this has been taken into account and how to filter this. - We wonder how to deal with several sets of customers. We don't want one customer to be able to access (even know) any data of another customer. Do we need to clone the installation directory and customize this copy? - We have a LDAP server, but since we don't expect too many customer accounts, together with filling it with data from people not belonging to our organization, we're not using it with otrs. However, we might be missing some use (apart from simple auth of existing users, which also is not desired, just some few if necessary). Regards. -- Oscar Manuel Gómez Senovilla Hispafuentes, S.L. C/ Albasanz, 76 28037 MADRID - Spain

3 2

Login Error ("Can't use an undefined value as an ARRAY reference at ../..//Kernel/System/Config.pm line 195.")
by Simon Bierbaum 08 May '07

08 May '07

Hi List, I'm seeing this after logging into OTRS 2.1.7 for the first time after installation using the default credentials: > Can't use an undefined value as an ARRAY reference at ../..// Kernel/System/Config.pm line 195. I installed from source onto a shared linux-based webhosting account w/ ssh access and Apache 1.3. The perl module check comes up fine, index.pl can successfully display the login screen. I had to use the manual process for database setup as well since I don't have admin rights. Looking at the screenshots, it appears that installer.pl additionally sets some non-database config values (System FQDN, ...), is there any critial setting I might have missed? perl -cw Kernel/ Config.pm comes back with an OK, here's what I set: $Self->{'DefaultLanguage'} = 'de'; $Self->{LogModule} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = '/path/to/otrs-2.1.7/log/ otrs.log'; # anonymized $Self->{FQDN} = 'otrs.mydomain.net'; # anonymized $Self->{ScriptAlias} = 'cgi-bin/'; $Self->{AdminEmail} = 'bierbaum(a)tag-am-meer.com'; $Self->{'Frontend::ImagePath'} = '/images/Standard/'; $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'TestOrg'; $Self->{'DefaultCharset'} = 'iso-8859-1'; Any pointers? Thanks, Simon

1 0

notifications for all changes on tickets in queue
by Jan Kester 08 May '07

08 May '07

Hello, I am looking how to use otrs for us. I like it so far! I have one question there: I would like to send a cc-copy email to a mailing group for every change on every ticket in a certain queue. In that way certain persons with us always get informed about what is going on. My idea was to create users, and for each of them set the preferences to receive notifications, and set the specific queue in my-queues. In the notification administration I have seen notifications for: AddNote Escalation FollowUp LockTimeOut Move NewTicket OwnerUpdate PendingRewinds To get informed about all changes I guess I could do with NewTicket and FollowUp. I assume that that correlates to the settings New Ticket Notification, Follow Up Notification. Only, I have seen in my preferences that the follow up notification only is sent to the owner of the ticket: so I assume only to the email address of the owner, and not to a certain email address of a mailing group. How could I solve my problem? So far I have thought of giving all of my users the same email address, namely the email address of the mailing group. There are no settings for the queue where you can set cc-mail for every action taken on the queue items? Regards, Jan Kester. -- Jan Kester * Quality Manager * SunGard * EXP EMEA * SunGard * Solmsstr. 2 - 22, 60486 Frankfurt am Main, Deutschland * Tel +49 69 70768 560 * jan.kester(a)sungard.de * http://www.sungard.com/de/expcarnot --------------------------------------------- SunGard Europa 2007 4-6 June Lago di Como, near Milan Innovation and Transformation Adapting to the current environment is key to every business' profitability. Leading the way, or just keeping up, is a constant challenge. What's needed is a versatile, manageable framework in which Innovation and Transformation can take place. SunGard Europa will explore the regulations, the technology and the economic catalysts transforming Europe's business environment. Our solution specialists, in tandem with leading industry experts, will identify ways we can help you seize the opportunity by sustaining Innovation and Transformation for your organisation. Come and experience a departure from convention. For more information go to: www.sungardeuropa.com --------------------------------------------- CONFIDENTIALITY: This e-mail (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this e-mail in error, please notify the sender and delete this e-mail from your system. SunGard CARNOT GmbH * Registered: Frankfurt am Main, Handelsregister Frankfurt HRB 79504 * Geschäftsführer: Dr. Marc Gille, Dr. Dirk Lüth Sie möchten gerne regelmäßig über aktuelle Neuigkeiten von SunGard EXP EMEA und V3 informiert werden? Abonnieren Sie unseren Newsletter unter <http://www.sungard.de/germany/investment/aktuell/aktuell.htm> _______________________________ SunGard Europa 2007 4-6 June Lago di Como, near Milan Innovation and Transformation Adapting to the current environment is key to every business' profitability. Leading the way, or just keeping up, is a constant challenge. What's needed is a versatile, manageable framework in which Innovation and Transformation can take place. SunGard Europa will explore the regulations, the technology and the economic catalysts transforming Europe's business environment. Our solution specialists, in tandem with leading industry experts, will identify ways we can help you seize the opportunity by sustaining Innovation and Transformation for your organisation. Come and experience a departure from convention. For more information go to: www.sungardeuropa.com _______________________________ CONFIDENTIALITY: This e-mail (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this e-mail in error, please notify the sender and delete this e-mail from your system. SunGard CARNOT GmbH * Registered: Frankfurt am Main, Handelsregister Frankfurt HRB 79504 * Geschäftsführer: Dr. Marc Gille, Dr. Dirk Lüth

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Help with using subqueue names and UTF names in ACL
by Oleg O. Orlov 07 May '07

07 May '07

Hi All. I need in using UTF-8 in queue names of ACL variables. Also, I need to use any of configured queues (including subqueues) names in ACL. 1. The problem resolved with this trick (may be otrs needs in corresponding patch ???) : $Self->{TicketAcl}->{'ACL-Limit-Input-Queues'} = { ... Possible => {le Ticket => { ... Queue => ['Russian_UTF8_string'] ... } } ... } ... Encode::_utf8_on ( $Self->{TicketAcl}->{'ACL-Limit-Input-Queues'}->{'Possible'}->{'Ticket'}->{'Queue'}[0] ); without this additional strings in config, ACL does not work 2. Independent of using UTF8 symbols or not, ACL does not work if Queue is subque, for example 'second_line::outgoing_calls' How to fix it ? It is very important to use every Queue in ACL's And may be reasonable to change using Queue name in ALC to Queue_ID, Because 1. Numbers have not i18n problem 2. Changing queue name will not require to change ACL text.

1 0

billing modules
by thomas＠powernetix.com 06 May '07

06 May '07

Guys, is there have anyone wrote any billing module for account department to create invoice in otrs? Thanks.

1 0

Ticket ACLs
by Maurice James Ny 05 May '07

05 May '07

Does anyone have any good ACL examples beside the ones on the otrs.org website? I wrote some of my own, but I would like to see what other people have in mind. I will post some of my own later.

2 2

Error sending email.
by John Hagemann 03 May '07

03 May '07

Hello all, I am using OTRS Windows distribution 2.1.7. When responding to tickets I sometimes get this error; ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Thu May 3 09:49:32 2007 Message: Can't connect to ms1.pivot-point.com: Bad file descriptor! Traceback (2552): Module: Kernel::System::Email::SMTP::Send (v1.11) Line: 120 Module: Kernel::System::Email::Send (v1.20.2.1) Line: 475 Module: Kernel::System::Ticket::Article::ArticleSend (v1.128.2.4) Line: 1567 Module: Kernel::Modules::AgentTicketCompose::Run (v1.22.2.3) Line: 353 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 671 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 If I restart the services the error goes away. I am having to restart the services more often. My mail server is Exchange 2003. Thanks in advance. John Hagemann Network Systems Manager Pivot Point International

1 0

Re: [otrs] Customer Password for LDAP Auth
by Yves_Menge＠swi.salvationarmy.org 03 May '07

03 May '07

1 0

Customer Password for LDAP Auth
by Yves_Menge＠swi.salvationarmy.org 03 May '07

03 May '07

When i try to access the Customer Interface it tells me "Login failed! Your username or password was entered incorrectly." my config.pm section: # ---------------------------------------------------- # # CustomerLogin: Lotus Notes Backendintegration per LDAP auf SASWI1 # ---------------------------------------------------- # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.90.1.72'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'OU=SWI,O=SArmy'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; What will the password be and how will the password bie checked? Mit freundlichen Grüssen Yves Menge -------------------------------------------------- The Salvation Army Switzerland IT-Team -------------------------------------------------- Yves Menge (EDV - Support) Hauptquartier der Heilsarmee Laupenstrasse 5, 3001 Bern Tel: 031/388'05'17 Mail: yves_menge(a)swi.salvationarmy.org Support (Mo-Fr 8:30-12h , 14-16h): HelpDesk-Hotline: 031/388'05'00 HelpDesk-Mail: helpdesk(a)swi.salvationarmy.org

2 7

Radius authentication
by Sergio Serrano Gomez 02 May '07

02 May '07

Hi everybody! I'm using Radius athentication for customers and it works fine! But now, I want to use it with agents and get this error: Can't locate object method "new" via package "Kernel::Config" at C:/OTRS/otrs//Kernel/System/Web/InterfaceAgent.pm line 75. These are the parameters that I included in the Config.pm: $Self->{AuthModule} = Kernel::System::Auth::Radius; $Self->{AuthModule::Radius::Host} = my radius server ip address; $Self->{AuthModule::Radius::Password} = my pass; Any idea? Thanks in advance. __________________________________________________ Correo Yahoo! Espacio para todos tus mensajes, antivirus y antispam ¡gratis! Regístrate ya - http://correo.espanol.yahoo.com/

1 0

mod_perl segfault
by Nick Goldwater 02 May '07

02 May '07

Hello everyone, Comments/Suggestions welcome. As some other people have reported, in my attempts to use mod_perl (apache2) with OTRS, an httpd segfault is occurring when I try to log in. I have not tried perl debugging as other posts seem to indicate that leads nowhere and OTRS works fine on this config w/o mod_perl. Here's my added http config: PerlRequire /var/www/otrs/scripts/apache2-perl-startup.pl ... with lines edited to reflect paths, and enabling MySQL and LDAP module preloads. (Behavior was same before I added any preloads.) ...and in the otrs cgi-bin Directory block: SetHandler perl-script PerlHandler ModPerl::Registry PerlOptions +ParseHeaders The system is CentOS 4.4 x86_64 on an Intel Pentium-D (dual core), package versions: httpd-2.0.52-28.ent.centos4 mod_perl-1.99_16-4.centos4 perl-5.8.5-36.RHEL4 Perl modules are for the most part from RPMforge - I don't think I downloaded anything direct from CPAN: perl-Filter-1.30-6 perl-Cyrus-2.2.12-3.RHEL4.1 perl-XML-NamespaceSupport-1.08-6 perl-HTML-Tagset-3.03-30 perl-XML-Dumper-0.71-2 perl-LockFile-Simple-0.2.5-1.2.el4.rf perl-Time-HiRes-1.55-3 perl-Class-Accessor-0.30-1.el4.rf perl-Date-Calc-5.3-9 perl-IO-Socket-SSL-1.01-1.el4.rf perl-Net-LDAP-0.3202-1.2.el4.rf perl-GD-Graph-1.43-0.2.el4.rf perl-Digest-SHA1-2.07-5 perl-Crypt-DES-2.05-3.2.el4.rf perl-DBD-MySQL-2.9004-3.1 perl-XML-SAX-Base-1.04-0.2.el4.rf perl-HTML-Parser-3.35-6 perl-XML-Encoding-1.01-26 perl-suidperl-5.8.5-36.RHEL4 perl-Net-SSLeay-1.25-3.2.el4.rf perl-Convert-ASN1-0.18-3 perl-GD-Graph-1.43-1.2.el4.rf perl-HTML-Template-2.8-1.2.el4.rf perl-JSON-1.07-1.el4.rf perl-Digest-HMAC-1.01-13 perl-Socket6-0.19-1.2.el4.rf perl-DBI-1.40-8 perl-XML-SAX-0.12-7 perl-libwww-perl-5.79-5 perl-XML-LibXML-1.58-1 perl-Authen-PAM-0.16-1.2.el4.rf perl-CGI-Ajax-0.697-1.el4.rf perl-rrdtool-1.2.18-1.el4.rf perl-Net-DNS-0.48-1 perl-Authen-SASL-2.10-1.el4.rf perl-GD-Text-Util-0.86-1.2.el4.rf perl-Compress-Zlib-1.42-1.el4.rf perl-URI-1.30-4 perl-Net-SNMP-5.2.0-1.2.el4.rf perl-XML-LibXML-Common-0.13-7 perl-XML-Parser-2.34-5 perl-Bit-Vector-6.3-3 perl-GSSAPI-0.23-1.el4.rf perl-GD-2.30-2.2.el4.rf perl-TimeDate-1.16-1.2.el4.rf Last, here's a backtrace of one of the httpd core files. It appears to have generated two on one attempt to log in, and the backtraces look identical from each: (gdb) bt #0 0x00002b7be50c14cb in malloc_consolidate () from /lib64/tls/libc.so.6 #1 0x00002b7be50c2537 in _int_malloc () from /lib64/tls/libc.so.6 #2 0x00002b7be50c4272 in malloc () from /lib64/tls/libc.so.6 #3 0x00002b7be8b7c5e4 in Perl_safesysmalloc () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #4 0x00002b7be8b7d44e in Perl_savepvn () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #5 0x00002b7be8b9b3e0 in Perl_sv_magicext () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #6 0x00002b7be8b9b79c in Perl_sv_magic () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #7 0x00002b7be8b38833 in Perl_Gv_AMupdate () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #8 0x00002b7be8b38908 in Perl_gv_handler () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #9 0x00002b7be8b99cd0 in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #10 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #11 0x00002b7be8b99f8d in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #12 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #13 0x00002b7be8b8903c in Perl_hv_free_ent () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #14 0x00002b7be8b895f6 in Perl_newHV () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #15 0x00002b7be8b8b040 in Perl_hv_undef () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #16 0x00002b7be8b9a031 in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #17 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #18 0x00002b7be8b99f8d in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #19 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #20 0x00002b7be8b8903c in Perl_hv_free_ent () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #21 0x00002b7be8b895f6 in Perl_newHV () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #22 0x00002b7be8b8b040 in Perl_hv_undef () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #23 0x00002b7be8b9a031 in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #24 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #25 0x00002b7be8b99f8d in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #26 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #27 0x00002b7be8b8903c in Perl_hv_free_ent () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #28 0x00002b7be8b895f6 in Perl_newHV () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #29 0x00002b7be8b8b040 in Perl_hv_undef () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #30 0x00002b7be8b9a031 in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #31 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #32 0x00002b7be8b99f8d in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #33 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #34 0x00002b7be8b8903c in Perl_hv_free_ent () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #35 0x00002b7be8b895f6 in Perl_newHV () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so ---Type <return> to continue, or q <return> to quit--- #36 0x00002b7be8b8b040 in Perl_hv_undef () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #37 0x00002b7be8b9a031 in Perl_sv_clear () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #38 0x00002b7be8b9a42d in Perl_sv_free () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #39 0x00002b7be8bc194d in Perl_leave_scope () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #40 0x00002b7be8b9560e in Perl_pp_leavesub () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #41 0x00002b7be8b7a86a in Perl_runops_debug () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #42 0x00002b7be8b32851 in Perl_call_sv () from /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/CORE/libperl.so #43 0x00002b7be89d855f in modperl_callback () from /etc/httpd/modules/mod_perl.so #44 0x00002b7be89d8ca9 in modperl_callback_run_handlers () from /etc/httpd/modules/mod_perl.so #45 0x00002b7be89d8eff in modperl_callback_per_dir () from /etc/httpd/modules/mod_perl.so #46 0x00002b7be89d42f0 in modperl_response_finish () from /etc/httpd/modules/mod_perl.so #47 0x00002b7be89d4566 in modperl_response_handler_cgi () from /etc/httpd/modules/mod_perl.so #48 0x00005555555719f3 in ap_run_handler () from /usr/sbin/httpd #49 0x0000555555571eb1 in ap_invoke_handler () from /usr/sbin/httpd #50 0x000055555556ecb8 in ap_process_request () from /usr/sbin/httpd #51 0x000055555556a089 in _start () from /usr/sbin/httpd #52 0x000055555557b693 in ap_run_process_connection () from /usr/sbin/httpd #53 0x000055555556fb20 in ap_graceful_stop_signalled () from /usr/sbin/httpd #54 0x000055555556fdfa in ap_graceful_stop_signalled () from /usr/sbin/httpd #55 0x000055555556fea4 in ap_graceful_stop_signalled () from /usr/sbin/httpd #56 0x00005555555705db in ap_mpm_run () from /usr/sbin/httpd #57 0x0000555555576cef in main () from /usr/sbin/httpd

1 0

HTML Replys
by Will Sheldon 02 May '07

02 May '07

I asked this earlier, but i cant find a reply, or the message in the archives, so maybe it got lost in the ether... Has there been any progress with regard to viewing and sending HTML messages? Our customers frequently send us (embedded) screenshots, so a click to view for image attachments would be a suitable alternative to viewing the full html. Also it'd be nice to be able to append an html signature to messages, or insert a block of html to messages with some kind of markup tag. I'd be quite happy to try to code this functionality, but I haven't looked into how OTRS works yet, so any pointers would be hugely appreciated. W.

3 2

How to add a "catalog class" in ITSM
by Paul Rhein 02 May '07

02 May '07

Hi all, I installed the ITSM 1.0.0 beta2 module just to play around and I have to say the OTRS team did it again....looks great thanks a lot. Small question here: When I try to add a catalog class (under admin area -> general catalog I would like to add something like "EPT::LineCard::Type" as a seperate catalog class) so I can use the values as drop down on the config items. I do not manage to create the class of thier own, I can only add an item on an exsiting catalog class, is this not forseen or do I miss out on something here ? TIA Paul Rhein

5 10

Radius Problem
by Darren Williams 02 May '07

02 May '07

Hi all I have just installed otrs-2.1.7 and I am trying to configure radius customer authentication. I have added the following to my Config.pm file: $Self->{'Customer::AuthModule'} = 'Kernel::System::Auth::Radius'; $Self->{'Customer::AuthModule::Radius::Host'} = '10.106.11.20'; $Self->{'Customer::AuthModule::Radius::Password'} = 'xxxxxxxx'; Is there anymore that I need to do? I now receive the following error when trying to access customer.pl Can't locate object method "new" via package "Kernel::System::Auth::Radius" at /opt/otrs//Kernel/System/CustomerAuth.pm line 81, <PRODUCT> line 20. TIA

2 1

"No permission" when accessing ticket
by Spencer Eccleston 02 May '07

02 May '07

Hi, We have recently installed OTRS v2.1.4 on a Solaris 10 x86 System and are expericencing a problem when attempting to access a new ticket throught the web interface. When an email is received by OTRS it successfully generates and sends the "new notification ticket" email to all agents but the ticket is not viewable via the web interface to either the agent or customer. If you select the link which is included within the new notification email then the web interface simply displays a "No Permission!" message. The ticket does not show up when you search for it either. This only happens for about 20% of the emails OTRS receives. Any suggestions or guidance on why this happens and how to solve it would be greatly appreciated. Thanks, Spencer. WorldHQ Limited.

2 1

RE: [otrs] ITSM configuration
by David Salgado Vidal 02 May '07

02 May '07

Thanks, i will try there. Regarda. -----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Christian Schoepplein Enviado el: miércoles, 02 de mayo de 2007 18:40 Para: User questions and discussions about OTRS.org Asunto: Re: [otrs] ITSM configuration Hi David, On Mon, Apr 30, 2007 at 06:10:45PM +0200, David Salgado Vidal wrote: >I'm trying ITSM over OTRS Framework 2.2 and I want to: > >- Associate an existing location to ConfigItems >- Associate ConfigItems to tickets. > >Are they possible? Maybe the new ITSM list would be a better place to ask for this information, because our ITSM people are subscribed to this list: http://lists.otrs.org/mailman/listinfo/itsm But I think what you are looking for should be possible. -- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------

1 0

exim configuration
by d.shri＠drushti.in 02 May '07

02 May '07

Dear All, As i have read the docs of otrs, it is clearly mentioned how we can configure the otrs mail system with exim and fetchmail. My requirement is for outgoing mail use exim and for incoming mail use fetchmail.How can i setup/configure the same with otrs by frontend and backend ? I have exim running on the same machine. -- Shrinivas Devarkonda, Email : d.shri(a)drushti.in.

2 1

ITSM configuration
by David Salgado Vidal 02 May '07

02 May '07

Hi. I'm trying ITSM over OTRS Framework 2.2 and I want to: - Associate an existing location to ConfigItems - Associate ConfigItems to tickets. Are they possible? Regards. David Salgado Vidal david.salgado(a)mundivia.net Telf. 942 355 931 http://www.mundivia.net ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------

2 1

FW: [otrs] Hi People
by Arnold, Andrew 02 May '07

02 May '07

Any news on this anyone. Thanks ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Arnold, Andrew Sent: 05 March 2007 13:27 To: User questions and discussions about OTRS.org Subject: [otrs] Hi People I am trying to find out where I can report on info stored in OTRS. I have found the subject heading of a ticket in the MySql DB. (this is in the `title` field in the `ticket` table.) Where can i find the actual e-mail text - the body of the e-mail pls. I have looked at a few ways of getting this info out but cannot find a suitable way of doing it. Anyone please help as I need to have the reporting sorted ASAP. Tks Andrew Arnold IT Support Analyst <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. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ 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 1

Company Tickets
by Benedick, Jason 02 May '07

02 May '07

I'm trying to figure out how to remove Company Tickets from the customer interface. Any ideas on how to get rid of it? Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology

2 1

Problem with few CustomerUser storages
by Орлов Олег 02 May '07

02 May '07

Hello ! We have three configured CustomerUser storages : $Self->{CustomerUser} = { Name => 'Database', Module => 'Kernel::System::CustomerUser::DB', Params => { ... $Self->{CustomerUser1} = { Name => 'LDAP', Module => 'Kernel::System::CustomerUser::LDAP', ... $Self->{CustomerUser2} = { Name => 'Database2', Module => 'Kernel::System::CustomerUser::DB', ... In Customer User search and edit form ( http://otrs.pk.ru/otrs/index.pl?Action=AdminCustomerUser&Nav=Agent ) we can perform complex search (sequentally in all three storages), but we can't separate results by any source storage. Any selections by popup list has no effect.

5 7

Ticket is Open again and again
by Carlos Oyarzabal 02 May '07

02 May '07

Hi List, I have a trouble: I did close a ticket but it was reopen automaticaly. I did see and the currently "From:" and "To:" fields have the queue email account (queueaccount(a)mydomain.com) even when the ticket had "From: queueaccount(a)mydomain.com" and "To: customeraccount(a)itsdomain.com". Currently, I did close the ticket and the system open again. I did try setting a filter postmaster like: Match Header 1: From ------------ Value: queueaccount(a)mydomain.com Set Header 1: X-OTRS-Queue: ------ Value: Junk but even so, the system reopen the ticket. Any ideas to solve? Specs: FreeBSD OTRS 2.1.7 Apache 2 MySql 4 Carlos México

1 0

RE: [otrs] Hi People
by David Salgado Vidal 02 May '07

02 May '07

Sorry, i didn't explain it correctly. I understood that you want to consult the e-mail's body, so I ask you if you have looked for it in the article table. I hope it helps you. Regards. ________________________________ De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Arnold, Andrew Enviado el: miércoles, 02 de mayo de 2007 11:42 Para: User questions and discussions about OTRS.org Asunto: RE: [otrs] Hi People sorry, what are you asking? tks ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Salgado Vidal Sent: 30 April 2007 17:34 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Hi People Have you find in the article table? ________________________________ De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Arnold, Andrew Enviado el: lunes, 30 de abril de 2007 18:21 Para: User questions and discussions about OTRS.org Asunto: FW: [otrs] Hi People Any news on this anyone. Thanks ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Arnold, Andrew Sent: 05 March 2007 13:27 To: User questions and discussions about OTRS.org Subject: [otrs] Hi People I am trying to find out where I can report on info stored in OTRS. I have found the subject heading of a ticket in the MySql DB. (this is in the `title` field in the `ticket` table.) Where can i find the actual e-mail text - the body of the e-mail pls. I have looked at a few ways of getting this info out but cannot find a suitable way of doing it. Anyone please help as I need to have the reporting sorted ASAP. Tks Andrew Arnold IT Support Analyst <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. 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. ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------

2 1

installation problem
by George Develekos 02 May '07

02 May '07

Greetings, I've had to upgrade to Apache2, so I'm trying to get OTRS to work with it. I can't, for the life of me, get past this problem I get when I run rcapache2: mail:/sw/Linux/Suse # rcapache2 start Starting httpd2 (prefork) Syntax error on line 10 of /etc/apache2/conf.d/otrs.conf: Invalid command 'PerlRequire', perhaps misspelled or defined by a module not included in the server configuration The command line was: /usr/sbin/httpd2-prefork -f /etc/apache2/httpd.conf I've just run SuSEconfig and proceeded to the rcapache2 step. It's a Suse Enterprise v.9 system, with the following packages installed and verified: mail:/sw/Linux/Suse # rpm -qa|grep apache2 apache2-2.2.0-21.7 apache2-doc-2.0.49-27.8 apache2-prefork-2.2.0-21.7 apache2-worker-2.2.0-21 apache2-example-pages-2.0.49-27.8 apache2-mod_perl-2.0.3-12 mail:/sw/Linux/Suse # rpm -qa|grep otrs otrs-2.1.7-01 Can you please suggest some way out or some further diagnosing step? Thanks a lot, George I. Develekos Software Engineer Omilia Ltd.

2 1

RE: [otrs] Hi People
by David Salgado Vidal 02 May '07

02 May '07

Have you find in the article table? ________________________________ De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Arnold, Andrew Enviado el: lunes, 30 de abril de 2007 18:21 Para: User questions and discussions about OTRS.org Asunto: FW: [otrs] Hi People Any news on this anyone. Thanks ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Arnold, Andrew Sent: 05 March 2007 13:27 To: User questions and discussions about OTRS.org Subject: [otrs] Hi People I am trying to find out where I can report on info stored in OTRS. I have found the subject heading of a ticket in the MySql DB. (this is in the `title` field in the `ticket` table.) Where can i find the actual e-mail text - the body of the e-mail pls. I have looked at a few ways of getting this info out but cannot find a suitable way of doing it. Anyone please help as I need to have the reporting sorted ASAP. Tks Andrew Arnold IT Support Analyst <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. ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------

2 1

Moving otrs to new server
by Tatu Wikman 30 Apr '07

30 Apr '07

Hi, I need to move our OTRS installation from old server to a brand new one. What are the best steps to take on moving the installation? I read documentation about backup/restore, but there were nothing about moving to a new server. As far as I can see there are at least two options. 1) Create clean install on new server (same version as the old one) and restore a backup to this new install. 2) Copy everything and create user and add cron jobs manually. Any suggestions or rtfm urls are welcome ;) Thanks, -- Tatu Wikman

2 1

Display Sub Queues
by Jodi Lowe 30 Apr '07

30 Apr '07

Hi, I've created a few subqueues with the intention that mails will automatically be delivered into these. Agents would then be able to look at specific subqueues as needed. But in the QueueView I can only see the top level queues. Selecting a top level queue displays everything in it and it's subqueues. Is there anyway, I can get the subqueue to be selectable & display only it's contents? 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. ************************************************************************************

2 1

Auto Reject Email without ticket numbers
by Maurice James Ny 29 Apr '07

29 Apr '07

How do I have the system auto reject emails that do not contain ticket numbers? Does anyone have any experience with this or any idea how to get this to work? Nils Breunese, any ideas?

1 0

"Close succesfully" button
by booger＠post.pl 28 Apr '07

28 Apr '07

Hello, OTRS 2.1.7. For now, agents when they close the tickets have to choose "closed successfully" and click "Accept". I want to completely remove that page - I want to have a button allowing the agent to just close successfully the ticket, without further clicks. Is that possible? -- Arek

1 0

Obligatory field / MIME types for attachments
by Elias Probst 28 Apr '07

28 Apr '07

Hi, currently I'm facing two problems in otrs-2.1.7: 1. I'd like to define the "Time units (work units)" field, when editing a ticket/note as an obligatory field, so that you're forced entering a value in this field. If possible, I'd like to be able restricting this to specific queues or customers. Any ideas how this could be done? 2. When adding attachments (i.e. Cisco Configuration dump, GnuPG Public Key file) to a ticket, the attachment isn't added. Instead, "*invalid" is displayed. How can I disable the MIME check completely? I think I don't need this feature at all. Thank you! Regards, Elias P.

1 1

Apache error for perlrequire module
by d.shri＠drushti.in 28 Apr '07

28 Apr '07

Hi, I am getting the error " [error] Can't locate LWP/UserAgent.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /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 . /usr/local/apache2) at /opt/otrs//Kernel/System/Package.pm line 17.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/System/Package.pm line 17.\nCompilation failed in require at /opt/otrs//Kernel/Modules/AdminPackageManager.pm line 15.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Modules/AdminPackageManager.pm line 15.\nCompilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 141.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 141.\nCompilation failed in require at (eval 2) line1.\n [Sat Apr 28 10:59:59 2007] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server shriotrs.com:0, exiting..." in apache logs.I have checked all otrs install,configure.Right now i am at readme.webserver file. I have installed,configured mod_perl with apache2 also.but didn't get success. let me know solutions for this, OS : suse 10 apache : 2.2.0 -- Shrinivas Devarkonda, Email : d.shri(a)drushti.in.

2 1

OTRS 2.1.7: Message: Module 'Kernel::Modules::' not found!
by Chris Fischer 27 Apr '07

27 Apr '07

Hi, I've installed OTRS 2.1.7 tarball on Debian Etch and everything seems to be okay, except when going to http://localhost/otrs/public.pl I get the following: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Apr 17 10:58:14 2007 Message: Module 'Kernel::Modules::' not found! Traceback (8931): Module: Kernel::System::Web::InterfacePublic::Run (v1.9.2.1) Line: 191 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_public_2epl::handler (v) Line: 47 Module: (eval) (v1.3) Line: 203 Module: ModPerl::RegistryCooker::run (v1.3) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.3) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Please note that bin/otrs.checkModules does not find any missing modules. I'm running apache2 2.2.3-4 with libapache2-mod-perl2 2.0.2-2.4 Apache2 is configured with the apache2-httpd-new.include.conf script. Any suggestions on how to fix this? Thanks much! Chris

2 3

Re: otrs Digest, Vol 45, Issue 30
by mzanier＠xtcommerce.com 27 Apr '07

27 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

3 2

Autoclose Tickets
by Plinio Jose Sosa Chagoyan 27 Apr '07

27 Apr '07

Hi people, There is a way to close automaticly the tickets that have some number of days old? Thank's in advance PSC __________________________________________________ Correo Yahoo! Espacio para todos tus mensajes, antivirus y antispam ¡gratis! Regístrate ya - http://correo.espanol.yahoo.com/

2 1

test
by Will Sheldon 27 Apr '07

27 Apr '07

This is a test message, it seems that my messages aren't getting through :-(

5 4

Ticket Age
by Matas Labasauskas 27 Apr '07

27 Apr '07

hello support, in configuration they say: that if you will describe working hours ticket age will be calculated only on working hours. We described working hours, but ticket age is increasing after working hours also. thank you -- Matas Labasauskas

2 2

Removing ticket number from subject
by Mark Taylor 26 Apr '07

26 Apr '07

Hi, Yesterday I have installed OTRS 2.0.4 in the company where I work but I would like to remove the ticket number from the subject. I think technically this is possible using mail headers to persist the ticket number. Is it possible to configure OTRS to achieve this? I have not seen a solutions searching in the mailing list. Thanks, Diego

1 0

How to switch off SUBJECT field in customer web interface
by Matas Labasauskas 26 Apr '07

26 Apr '07

Hello support, i decided to switch of subject field that customer could not change it when he is doing a follow up and that subject would be the same all the time. I'm looking in system config: Frontend::Customer::Ticket::ViewZoom<http://otrs.bs2.lt/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysCo…> , i turned off a possibility to change priority on follow up, but i cant find a possibility not to show SUBJECT field. Is there another way? I need only text field and possibility to attach files when doing follow up in customer interface. thank you in advance -- Matas Labasauskas

3 4

IIS Question
by Lars Hetner Elkjer Mortensen 26 Apr '07

26 Apr '07

Hey I am trying to set up IIS to run OTRS 2.1. I have search this lidt and found alot of people asking the same question. I have in your FAQ on German found af way to set it up. I think I understood it :) When i launch the browser, and browses to the site i just get: Content-type: text/html 'C:\OTRS\otrs\bin\cgi-bin\index.pl' script produced no output and Content-type: text/html 'C:\OTRS\otrs\bin\cgi-bin\index.pl' script produced no output I have tried on WinXP, 2k and 2k3 same error. What am I missing? Med venlig hilsen Lars Mortensen Teknisk Support Lokal nr: 5261 Mobil nr: 20 41 78 94 Direkte nr: 65 51 52 61

1 0

Authentication against Win2000 Domain
by Bieber Philipp 26 Apr '07

26 Apr '07

Hi List! I am looking into OTRS to use it as a ticketing system in my company. So far it seems as if it's a real nice choice. The problem I am having at the moment is this: I do know that there is the LDAP authentication against a Win 2000 Domain, but is there a possibility to use the user's Windows logon name to access OTRS? An example: A user has a request and goes to the otrs interface the first time. He/She does not have to login but is identified by the logon name of the Windows mashine. We don't want the user to be forced to login every time he/she visites the site... I would appreciate any help! Thank you. Cheers Philipp Bieber ----------------------------------- Organisation/EDV - Systemadministration Gundlach Verpackung GmbH Hellweg 21-25 33813 Oerlinghausen T +49 (0) 52 02 / 700 340 F +49 (0) 52 02 / 700 66 340 philipp.bieber(a)gundlach.de --> www.gundlachverpackung.de <-- Sitz der Gesellschaft: Oerlinghausen / HRB 4263 AG Lemgo Geschäftsführer: Dr. Uwe Schürmann / Gerd Franz

3 3

How to use FAQ
by Carlos Oyarzabal 26 Apr '07

26 Apr '07

Hello List, I am using the fresh 2.x OTRS system but I dont know how to enable the FAQ. all kind of help will be appreciated Best regards Carlos México If you think education is expensive, try ignorance.

2 2

Customer logins
by John d'Alelio 25 Apr '07

25 Apr '07

We have a small company, but have several offices and I was wondering if there was anyway to set OTRS to us windows domain user logins, or if not, can I disable the login portion of the system and let users create tickets by selecting a userid. John F. d'Alelio I.T. Manager Adaptive Methods 5885 Trinity Parkway, Suite 230 Centreville, VA 20120 (w) 703.968.6130 (c) 571.201.3667

2 1

faster ticket-creation
by Alexander Scholler 24 Apr '07

24 Apr '07

Hi, we want to be able to create ticket with standard-issues faster and with higher data-quality (standarized informations provided in the ticket) than in standard-OTRS. Normally, * the agent have to create a mail- or phone-ticket, must write down the issue as free text and must set - priority - queue - ... * the customer - have to open a web-ticket - write down the issue as free text - set priority etc... - have to write a mail and the agent has to set queue, priority, etc... Much work if you have to handle many tickets concerning some standard-issues like * data-restore-request * mail-account-creation * access-rights-modification * ... What is your suggestion how to optimize this? Of course, you can achieve optimization in using special mail-adresses for incoming mail-tickets and postmaster-filters to preset some values (like queue, priority, ...) But I think most potential would come out if you switch from free text written by the customer to a form-based ticket-creation through the customer. E.g. if he request a data-restore, he has to provide * the exact location of the files * the date of the file that should be restored * shall the present file be overriden or not * ...? How can these forms be achieved? Not so easy with the customer-webgui? It would be easier within the comanies intranet, but then the data has to be send to otrs in a special mail-format (with extensive usage of x-mailheaders for postmaster-filter, and the intranet-form must also care for customer-authentification.... Is this the right way you would also suggest? I would welcome spreading discussion on this issue. Bye, Alex p.s. There has been some posting previously about using faq-articles as ticket-creation-templates. Without thinking too much about this, I think this can only be some kind of solution for the agent creating the ticket. But if the customer shall create the ticket...

3 2

Blank Email via cc or bcc
by LQ Marshall 24 Apr '07

24 Apr '07

Running OTRS version 2.1.5 on a FC6 host. When an agent updates a ticket and there are contacts in the cc or bcc fields the systems sends a blank message to these recipients. The 'To:' field appears to function fine. Also noticed that the password update also sends a blank email. Anyone know anything about this? I haven't looked into the details yet, hoping it might be a known issue. tia, LQ ps - Also noticed that the BCC field is included in the message header so it isn't as blind as one would think.

1 0

No Emails sent from OTRS to Exchange Server
by Ulrich Hemer 24 Apr '07

24 Apr '07

Hello to all, I posted a similar question last week with no answer so far. I hope someone can help me. Trying to get comfortable with OTRS, I used to test version 2.0.4 with Windows2003 and Exchange Server 2003 during the last weeks. Receiving and sending Emails went fine. I had the old version completely uninstalled recently and version 2.1.6 installed via the Windows installer. Receiving Emails from our Exchange Server is fine now (after some difficulties), but I still can't send emails or answers from OTRS to the Exchange Server via SMTP. I use the standard configuration as described in the doc. I read all docs but didn't find a solution. Can anybody help me with some hints about the right config settings or how to utilize CRONw correctly? (I did not create a generic agent job so far). Thanks in advance Ulrich Hemer

2 3

[Fwd: Re: ITSM item config] How to add a "catalog class" in ITSM
by Shawn Beasley 24 Apr '07

24 Apr '07

forwared from g.c.o.devel -------- Original-Nachricht -------- Betreff: Re: ITSM item config Datum: Tue, 24 Apr 2007 11:11:08 +0200 Von: Paul Rhein <Paul_Rhein(a)ept.lu> Antwort an: Development community of OTRS.org <dev(a)otrs.org> An: Development community of OTRS.org <dev(a)otrs.org> CC: dev(a)otrs.org, dev-bounces(a)otrs.org Newsgruppen: gmane.comp.otrs.devel Referenzen: <f0k8eh$2a9$1(a)sea.gmane.org> Hi Shawn, Yeah I also pitty that the doc is not available yet of this cool niffty new feature ... anybody out there who can provid it (even beta) ?? Considering your issue I had an installation on: Ubuntu 6.10 OTRS 2.2.0. beta 2 (virgin installation) OTRS::ITSM 1.0. beta2 and I'm not having the problem you describe. Have you installed all (7) the opm files from the ITSM tar ball? if you want to add the definition manually do this: admin area -> ConfigItem -> Hardware -> change and then add this text : copy paste everting between [ ] together with the [ ]. [ { Key => 'Description', Name => 'Description', Searchable => 1, Input => { Type => 'TextArea', }, }, { Key => 'Type', Name => 'Type', Searchable => 1, Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::Hardware::Type', }, }, { Key => 'Owner', Name => 'Owner', Searchable => 1, Input => { Type => 'Customer', }, }, { Key => 'Provicer', Name => 'Provider', Searchable => 1, Input => { Type => 'Customer', }, }, { Key => 'AssetTag', Name => 'Asset Tag', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 50, Required => 1, }, CountMin => 0, CountMax => 1, CountDefault => 0, }, { Key => 'SerialNumber', Name => 'Serial Number', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 100, }, }, { Key => 'Model', Name => 'Model', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 50, }, }, { Key => 'WarrantyExpirationDate', Name => 'Warranty Expiration Date', Searchable => 1, Input => { Type => 'Date', }, }, { Key => 'InstallDate', Name => 'Install Date', Searchable => 1, Input => { Type => 'Date', Required => 1, }, CountMin => 0, CountMax => 1, CountDefault => 0, }, { Key => 'Notes', Name => 'Notes', Searchable => 1, Input => { Type => 'TextArea', Required => 1, }, CountMin => 0, CountMax => 1, CountDefault => 0, }, ]; hth -p. Shawn Beasley <shawn.beasley(a)dlh.de> Sent by: dev-bounces(a)otrs.org 24/04/2007 08:34 Please respond to "Development community of OTRS.org" <dev(a)otrs.org> To dev(a)otrs.org cc Subject [dev] ITSM item config Hello all, I have a question about ITSM. I am not sure, and have found no documentation, about how to define the configuration options. I have installed the software properly. Platform openSuSE 10.2 OTRS 2.2.0 beta2 OTRS::ITSM 1.0 beta2 I receive the following message when trying to add a new config item ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Apr 24 08:27:33 2007 Message: No Definition was definied for class Hardware! Traceback (27518): Module: Kernel::Output::HTML::Layout::Error (v1.45) Line: 1132 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.45) Line: 1112 Module: Kernel::Modules::AgentITSMConfigItemEdit::Run (v1.27) Line: 94 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 On hand the error message, I went to the admin panel and tried to add a description - This description is obviously not a plain text description as I was informed that the description was incorrect. I looked in the admin log to see what went wrong and found: Invalid Definition! You have an syntax error in the definition. Can you help me to realize what I did not R in TFM? Thanks, Shawn _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

1 0

Re: otrs Digest, Vol 45, Issue 29
by mzanier＠xtcommerce.com 24 Apr '07

24 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

RE: [otrs] order of priorities changed - how do i change coloring?
by Lars Monsees 24 Apr '07

24 Apr '07

Hi Alexander, > Lars Monsees schrieb: >> Hi, >> >> I just re-ordered the priorities as described in >> http://www.mail-archive.com/otrs@otrs.org/msg01845.html >> Unfortunately, tickets with a priority of "very low" (former "very >> high") are marked (red column) as "very high". >> >> What do I have to change so that low priority tickets are not marked >> and high priorities are? > > search for "priority" in Kernel/Output/HTML/Standard/css.dtl works =) Thank you very much Lars

1 0

order of priorities changed - how do i change coloring?
by Lars Monsees 24 Apr '07

24 Apr '07

Hi, I just re-ordered the priorities as described in http://www.mail-archive.com/otrs@otrs.org/msg01845.html Unfortunately, tickets with a priority of "very low" (former "very high") are marked (red column) as "very high". What do I have to change so that low priority tickets are not marked and high priorities are? Lars

2 1

max_allowed_packet
by Petar Kazakov 24 Apr '07

24 Apr '07

When I try to attach a file bigger then 1MB, I got this error [Error][Kernel::System::Web::UploadCache::DB::FormIDAddFile][Line:91]: Got a packet bigger than 'max_allowed_packet' bytes I setup my "WebMaxFileUpload" to be 50 MB, but no change I still cannot attach bigger files Can someone help me, or give me some hint, how to trace the problem . I still think that this is an OTRS setting, that needs to be changed. Thanks in advance Peter

2 1

Re: otrs Digest, Vol 45, Issue 28
by mzanier＠xtcommerce.com 23 Apr '07

23 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

Weblink Approval
by Nick Goldwater 23 Apr '07

23 Apr '07

Hey, Does anyone know how to approve a submitted weblink and what the benefit of doing so is? Thanks, Nick

1 0

Installation of ITSM fails on v2.2
by Alexander Scholler 23 Apr '07

23 Apr '07

Hi, I want to install the package otrs-itsm-1.0-beta2.tar.gz on a running otrs-2.2.0-beta2.tar.gz. Whether I try it with the webgui or with bin/opm.pl -a install -p /path-to/package it fails with ########################### jaaaaaaaaERROR: OTRS-opm-81 Perl: 5.8.8 OS: linux Time: Mon Apr 23 07:48:51 2007 Message: C-Parser: not well-formed (invalid token) at line 1, column 0, byte 0 at /usr/lib/perl5/vendor_perl/5.8.8/i586-linux-thread-multi/XML/Parser.pm line 187 ! Traceback (4624): Module: Kernel::System::XML::XMLParse (v1.55) Line: 1040 Module: Kernel::System::Package::PackageParse (v1.63) Line: 1400 Module: ./opm.pl (v1.16) Line: 288 Can't use an undefined value as a HASH reference at /home/otrs-2.2.0-beta2/Kernel/System/Package.pm line 1458. ########################### Any suggestions...? Bye, Alex

1 1

Re: otrs Digest, Vol 45, Issue 27
by mzanier＠xtcommerce.com 23 Apr '07

23 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

Company Tickets
by Benedick, Jason 22 Apr '07

22 Apr '07

I'm trying to figure out how to remove Company Tickets from the customer interface. I have no need or want for that icon and I would like to remove it. Thanks, Jason R. Benedick Workstation Technician Thaddeus Stevens College of Technology

1 0

Customer user backend - LDAP
by Paul Dulaba 20 Apr '07

20 Apr '07

I'm running OTRS 2.1.7 on a SLES 10 installation. I have LDAP authenitcation to eDirectory for Agent login, but I can't get the Customer user backend to work. I can run a trace on the LDAP server, and when I go to Customer and do a search, the request goes out, and the LDAP server responds, but OTRS doesn't display the results. There are no errors in the log either. There is no username/password required to bind to the LDAP server. Also of note. If I try to add a user manually, and the user exists in LDAP, I see another request go out, and then I get the error saying that the user already exists. So it seems like it is almost working......but something is missing. Here is the Config.pm section: $Self->{CustomerUser} = { Name => 'CS_JUST LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '192.168.0.1', # ldap base dn BaseDN => ' ', # search scope (one|sub) SSCOPE => 'sub', # 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, sizelimit => 0, # disabling it }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 1000, 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 ], ], };

2 2

Re: otrs Digest, Vol 45, Issue 26
by mzanier＠xtcommerce.com 20 Apr '07

20 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

SOAP for ticket-creation within company-intranet
by Alexander Scholler 20 Apr '07

20 Apr '07

Hi, thanks all the responders of "faster ticket-creation", especially Jeff for his screenshot. I think some special form outside OTRS inside the companies intranet is really a good way for standarized tickets on special issues. All responders told to create special mails out of the forms and treat them with postmaster-filters within OTRS. This is surely a good working solution. I now think about a agent creating a ticket within the company-intranet. It would be nice if after sending the form, he would be asked if he wants to switch over to OTRS to directly work on the ticket. So a online-communication between intranet-form-pages and OTRS is necessary. As much as I know SOAP would be fine for this. * creating online the ticket with SOAP * receiving back the ticket-id * e.g. providing a link directly to the new ticket Is this the right approach - what do you think? I know how to extend scripts/soap-example.pl to call the OTRS-API-functions. But can anybody tell me which function exactly have to be called to create a ticket? It's not just TicketCreate, e.g. the article has also to be included etc... What about error-detection/-handling on SOAP? What if a ticket can be created, but in the following the article cannot be added due to an error? Bye, Alex #################################### Hi, We have 18 remote locations as well with 350+ users and have found that using our Intranet - as long as the data network is working this is the best way to go. We use (A - see attachement) with a cgi/perl script parsing the data from the form and then sending an email to support(a)xxxx.com and then the filters in OTRS send the ticket to the specified queue based on content in the "subject" line. We haven't programmed in any settings for priority but that could easily be done. Jeff On 4/18/07, STENT, Aaran <Aaran.STENT(a)healthecare.com.au> wrote: Hi Alex, I have just been given the green light to start designing the workflow for our implementation and have the exact same need you do. We will use the system for staff at our 18 sites and have already integrated with LDAP for authentication AND the customer data. I was thinking of either A. Creating some custom web forms that post a semi structured piece of text (or maybe use the free fields). B. Use our outlook forms (everyone has outlook 2003 and Exchange) and again post a semi structured piece of text. I am yet to find an example that I can then copy from. I have almost no Perl experience but can use PHP, Python and VB Script to various levels. Does anyone have an example of either A or B? Aaran -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: Thursday, 19 April 2007 3:34 PM To: User questions and discussions about OTRS.org Subject: [otrs] faster ticket-creation Hi, we want to be able to create ticket with standard-issues faster and with higher data-quality (standarized informations provided in the ticket) than in standard-OTRS. Normally, * the agent have to create a mail- or phone-ticket, must write down the issue as free text and must set - priority - queue - ... * the customer - have to open a web-ticket - write down the issue as free text - set priority etc... - have to write a mail and the agent has to set queue, priority, etc... Much work if you have to handle many tickets concerning some standard-issues like * data-restore-request * mail-account-creation * access-rights-modification * ... What is your suggestion how to optimize this? Of course, you can achieve optimization in using special mail-adresses for incoming mail-tickets and postmaster-filters to preset some values (like queue, priority, ...) But I think most potential would come out if you switch from free text written by the customer to a form-based ticket-creation through the customer. E.g. if he request a data-restore, he has to provide * the exact location of the files * the date of the file that should be restored * shall the present file be overriden or not * ...? How can these forms be achieved? Not so easy with the customer-webgui? It would be easier within the comanies intranet, but then the data has to be send to otrs in a special mail-format (with extensive usage of x-mailheaders for postmaster-filter, and the intranet-form must also care for customer-authentification.... Is this the right way you would also suggest? I would welcome spreading discussion on this issue. Bye, Alex p.s. There has been some posting previously about using faq-articles as ticket-creation-templates. Without thinking too much about this, I think this can only be some kind of solution for the agent creating the ticket. But if the customer shall create the ticket...

1 0

Re: otrs Digest, Vol 45, Issue 25
by mzanier＠xtcommerce.com 19 Apr '07

19 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

How to limit input ticket queues list
by Орлов Олег 19 Apr '07

19 Apr '07

Hi ! To allow to write notes into all queues, some agents group have RW rights for these groups. Same group creates new tickets in 2 input queues. In "New Phone" form in field "for" thay can see all 10 queues. It' s possible to limit list of groups to reduce input errors ? How this can be done ?

2 1

Error "Use of uninitialized value" in POP3.pm (otrs-2.2.0)
by Steven Carr 19 Apr '07

19 Apr '07

Evenin, I keep getting the following error appearing in my cron jobs: > Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 319, <PRODUCT> line 4. > ERROR: OTRS-PM3-77 Perl: 5.8.8 OS: linux Time: Tue Apr 17 19:21:06 2007 > > Message: Auth for user tickets@gpf.me.uk@pop.1and1.co.uk failed! > > Traceback (19941): > Module: main::FetchMail (v1.25) Line: 162 > Module: /group/otrs//bin/PostMasterPOP3.pl (v1.25) Line: 125 Doesn't seem to occur all the time which is the weird thing, the line in questions contains... > sub _PASS { shift->command('PASS',$_[0])->response() == CMD_OK } Anyone any suggestions or should I log it as a possible bug Thanks Steve -- Steven Carr Engineer - Khipu Networks support(a)khipu-networks.com Secure - Compliant - Infrastructure

2 1

Re: otrs Digest, Vol 45, Issue 24
by mzanier＠xtcommerce.com 19 Apr '07

19 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

e-mail responses from agents?
by Jo Rhett 19 Apr '07

19 Apr '07

I'm really not trying to be dense. I've spent two days searching for these answers before mailing the list. I need the agents to be able to reply to the ticket using just e- mail. Right now this does work, but the reply doesn't get sent to the customer. -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550

4 10

documentation of escalation?
by Jo Rhett 19 Apr '07

19 Apr '07

I've read the existing documentation of escalation, and it really doesn't describe enough of the process. Can someone clue me in here? 1. How can I prevent escalation of a ticket that doesn't need attention? 2. How can we enable e-mail notification of escalation without modifying the source code in a way which will be overwritten during an upgrade? -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550

2 8

Re: otrs Digest, Vol 45, Issue 23
by mzanier＠xtcommerce.com 19 Apr '07

19 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

RE: [otrs] faster ticket-creation
by STENT, Aaran 19 Apr '07

19 Apr '07

Hi Alex, I have just been given the green light to start designing the workflow for our implementation and have the exact same need you do. We will use the system for staff at our 18 sites and have already integrated with LDAP for authentication AND the customer data. I was thinking of either A. Creating some custom web forms that post a semi structured piece of text (or maybe use the free fields). B. Use our outlook forms (everyone has outlook 2003 and Exchange) and again post a semi structured piece of text. I am yet to find an example that I can then copy from. I have almost no Perl experience but can use PHP, Python and VB Script to various levels. Does anyone have an example of either A or B? Aaran -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: Thursday, 19 April 2007 3:34 PM To: User questions and discussions about OTRS.org Subject: [otrs] faster ticket-creation Hi, we want to be able to create ticket with standard-issues faster and with higher data-quality (standarized informations provided in the ticket) than in standard-OTRS. Normally, * the agent have to create a mail- or phone-ticket, must write down the issue as free text and must set - priority - queue - ... * the customer - have to open a web-ticket - write down the issue as free text - set priority etc... - have to write a mail and the agent has to set queue, priority, etc... Much work if you have to handle many tickets concerning some standard-issues like * data-restore-request * mail-account-creation * access-rights-modification * ... What is your suggestion how to optimize this? Of course, you can achieve optimization in using special mail-adresses for incoming mail-tickets and postmaster-filters to preset some values (like queue, priority, ...) But I think most potential would come out if you switch from free text written by the customer to a form-based ticket-creation through the customer. E.g. if he request a data-restore, he has to provide * the exact location of the files * the date of the file that should be restored * shall the present file be overriden or not * ...? How can these forms be achieved? Not so easy with the customer-webgui? It would be easier within the comanies intranet, but then the data has to be send to otrs in a special mail-format (with extensive usage of x-mailheaders for postmaster-filter, and the intranet-form must also care for customer-authentification.... Is this the right way you would also suggest? I would welcome spreading discussion on this issue. Bye, Alex p.s. There has been some posting previously about using faq-articles as ticket-creation-templates. Without thinking too much about this, I think this can only be some kind of solution for the agent creating the ticket. But if the customer shall create the ticket... _______________________________________________ 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/ _____________________________________________________________________ Disclaimer: This message is intended only for the use of the addressee(s) named above and may contain privileged information. If you are not the intended recipient of this message you are hereby notified that you must not disseminate, copy or take any action based upon it. Please delete and destroy the message from your computer. If you received this message in error please notify the Healthe Group of Companies immediately. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the views of the Group.

2 1

Re: otrs Digest, Vol 45, Issue 22
by mzanier＠xtcommerce.com 19 Apr '07

19 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

HINT: Use the escape string syntax for escapes, e.g., E'\\r\\
by Marcos Kamada 18 Apr '07

18 Apr '07

How can I fix this error? HINT: Use the escape string syntax for escapes, e.g., E'\\r\\ _________________________________________________________________ MSN Hotmail, o maior webmail do Brasil. http://www.hotmail.com

1 0

RE: [otrs] Getting mail Pop3
by Salvador Manzo 18 Apr '07

18 Apr '07

What, exactly, are you looking to change? -----Original Message----- From: "Phil Taylor" <ptaylor1900(a)gmail.com> To: "Otrs Mail List" <otrs(a)otrs.org> Sent: 2007-04-17 23:35 Subject: [otrs] Getting mail Pop3 Hi I am using the current version of Otrs on windows server 2003 and I was wondering if there is any way to modify the code or change the setting to receives and shows the new tickets from the pop3 mail server? I am hosting all the services my self. Thanks Phil

4 5

Customisation
by Chris Watt 18 Apr '07

18 Apr '07

Hi Guys, Are there any guides for customisation when it comes to adding new fields? I want to add some fields like Phone Number and so on to the customer addition form in the Agent view (the bit where they can add a new customer). I want to be able to set it up so it is easy to get the customers phone number when you go into phone call mode. Also, how do I allow managers to see tickets even when they are locked to a consultant? I want to be able to get to tickets that are locked in cases where customers complain, etc. Cheers! ~Chris

3 3

Re: otrs Digest, Vol 45, Issue 21
by mzanier＠xtcommerce.com 18 Apr '07

18 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

Getting mail Pop3
by Phil Taylor 18 Apr '07

18 Apr '07

Hi I am using the current version of Otrs on windows server 2003 and I was wondering if there is any way to modify the code or change the setting to receives and shows the new tickets from the pop3 mail server? I am hosting all the services my self. Thanks Phil

1 0

Re: otrs Digest, Vol 45, Issue 20
by mzanier＠xtcommerce.com 18 Apr '07

18 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

POP3 Email Setup
by Benoit.Y 18 Apr '07

18 Apr '07

Dear All; I am testing out OTRS and have found this is a very good piece of software! However, I would like to know if I have an email address support(a)abc.com which abc.com is not hosted by our server, how can I setup OTRS so that any ticket sent to support(a)abc.com will then be transfer to the OTRS ticket queue? Thanks.

2 1

Got no Email at /opt/otrs/Kernel/System/PostMaster.pm error in PostMasterPOP3.pl reconnections
by kawaguchik＠pm.nttdata.co.jp 18 Apr '07

18 Apr '07

Dear OTRS development personnel, We have experienced following error message in getting mail via PostMasterPOP3.pl sometimes. > : > Message 19/26 (**************(a)*********.co.jp) > Message 20/26 (**************(a)*********.co.jp) > Reconnect Session after 20 messages... > Connection to *********.co.jp closed. > > Message 1/26 (**************(a)********.co.jp) > Got no Email at /opt/otrs/Kernel/System/PostMaster.pm line 46. > : It occurs in reconnected PostMasterPOP3 fetchmail pass when there are more than 20 messages in a mailbox, not every time but often. By our troubleshooting, we find that it occurs due to the mail deletion time delays in our mail server (MS-Exchange Server). That is to say, OTRS executes Net::POP3->quit() method and instantly execute Net::POP3->login(), but mails deletion takes some time in mail server so reconnected login() method returns $NUM including delete marked mails. But these mails will delete very soon in the mail server, so OTRS has the error to try to get() nonexistent messages. PostMasterPOP3.pl --------------------------------------------------- 225 $PopObject->quit(); 226 print "Connection to $Host closed.\n\n"; 227 # fetch again if still messages on the account 228 if ($Reconnect) { 229 FetchMail(%Param); 230 } Wait code is effective to solve this problem ---------------------------------------------------- 225 $PopObject->quit(); 226 print "Connection to $Host closed.\n\n"; 227 # fetch again if still messages on the account 228 if ($Reconnect) { 229 ##################################### 230 # Modified by K.Kawaguchi 2007-04-18 231 sleep 1; 232 # End of Patch 233 ##################################### 234 FetchMail(%Param); 235 } I suppose that its better to define some option to define the wait time above. I am glad if this report helps you. Kazuhiro Kawaguchi

1 0

Re: otrs Digest, Vol 45, Issue 19
by mzanier＠xtcommerce.com 16 Apr '07

16 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

Re: otrs Digest, Vol 45, Issue 18
by mzanier＠xtcommerce.com 14 Apr '07

14 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

Reject emails
by Maurice James Ny 14 Apr '07

14 Apr '07

How do I auto reject emails without ticket numbers in the email?

1 0

FAQ module fails to load
by Sergio Serrano Gomez 14 Apr '07

14 Apr '07

Hi, I have a fresh install of OTRS 2.1.6 on Windows. I activated the FAQ module and gave a user the rights to get in, but when the user tries to gain access, the following error is displayed: "Can't call method "fetchrow_array" on an undefined value at C:/OTRS/otrs//Kernel/System/DB.pm line 473, <PRODUCT> line 144." Does anybody know if I have to insert extra records that initial-insert.sql didn't do? Which are the database tables where FAQ module writes and reads data? Thanks in advance. __________________________________________________ Correo Yahoo! Espacio para todos tus mensajes, antivirus y antispam ¡gratis! Regístrate ya - http://correo.espanol.yahoo.com/

1 0

Two Questions
by Chris Watt 14 Apr '07

14 Apr '07

Hi Guys, Sorry to be pretty much spamming everyone with questions, but these are the last two for a while, I promise!! The first problem is with the autoresponders. This is the script that runs to receive e-mail: fetchmail -f /opt/otrs/.fetchmailrc -B 1 cat /var/spool/mail/otrs | ./PostMaster.pl rm /var/spool/mail/otrs The Fetchmail command is limited to one because if I received all the blanks, when PostMaster.pl grabs them, only one e-amil makes it into OTRS. This is obviously not a good thing. For the time being I can handle that, but as we get busier, I may need to look into a way to repair this problem. Once PostMaster.pl has added them to OTRS, I would expect that the auto-reply set to the queue for that e-mail address to be sent. It doesn't seem to be sending at all. Is this because OTRS is not receiving from a POP3 account? Can this be changed or am I going to be unable to do this? I'm sure someone must have solved this before, so I thought I'd ask. The second question is that when I try and add teh following lines to Kernel/Config.pl, it stops loading the reply page (I get a 500 error). If I remove the lines, it works fine again. The reason I want to change it is I want to use the MS style replace, rather than the Unix style reply. # ms_style $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} $Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} '; I have put the code in exactly as it appears in the docs but it always gives me the same problem. Should I be doing someone else as well? Thanks in Advance ~Chris

2 3

How to upgrade from 2.1.6 -> 2.1.7
by Jan-Jacob Bakker 13 Apr '07

13 Apr '07

Currently i'm running 2.1.6. What would be the correct upgrade/update order to move to 2.1.7? I'm running Centos 4.4 Regards, Jan-Jacob

4 4

Junk queue
by Tom 13 Apr '07

13 Apr '07

There is a ticket in RAW queue that qulifies for JUNK and what about such ticket ? In first way I will move this ticket to JUNK queue and close it but is there sense to store such tickets? Or if to store such tickets maybe there is something like move to other queue and close in one step?

4 6

Re: otrs Digest, Vol 45, Issue 17
by mzanier＠xtcommerce.com 13 Apr '07

13 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

[Feature Request] Ticket Templates
by Mike Morris 13 Apr '07

13 Apr '07

> From: Vladimir Doisan <vdoisan(a)giantmarkets.com> > Subject: [otrs] [Feature Request] Ticket Templates > > Is it possible to have a new ticket templates based on the selected Queue? > I would love to see this too... however, in the meantime, it is not difficult to design a web form (using PHP or whatever...) that does a "post" to the OTRS page with all required parameters to create a new ticket. You can find info about this on the searchable mailing list archives. I'm planning an a web page with a menu of new ticket forms... and adding a link to that page from the OTRS footer... Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Historical Quote: And may that Being who is supreme over all, the Patron of Order, the Fountain of Justice, and the Protector in all ages of the world of virtuous liberty, continue His blessing upon this nation and its Government and give it all possible success and duration consistent with the ends of His providence. - John Adams, Inaugural Address, March 4, 1797, Philadelphia ------------------------------------

3 2

Re: otrs Digest, Vol 45, Issue 16
by mzanier＠xtcommerce.com 13 Apr '07

13 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

Re: otrs Digest, Vol 45, Issue 15
by mzanier＠xtcommerce.com 13 Apr '07

13 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

Data compressing
by Tom 12 Apr '07

12 Apr '07

Is data inserted to OTRS's database compressed? Which storage module is better to use ArticleStorageFS or ArticleStorageDB? In ArticleStorageFS attachments are wrote to disk, is there anything else wrote to disk besides attachments, that is not inserted to database (I mean for example plain body is inserted to database and is wrote to disk too)? Greetings

3 6

Re: otrs Digest, Vol 45, Issue 14
by mzanier＠xtcommerce.com 12 Apr '07

12 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

UTF-16 bzw Datei als Anhang in SOAP
by Sven Waibel 12 Apr '07

12 Apr '07

Hallo, ich möchte per SOAP eine UTF-16 kodierte Datei bzw. eine Binärdatei als Anhang in OTRS speichern. Wie wird das von der OTRS Seite aus behandelt? Wird es automatisch dekodiert? Wenn ja, in welchem Format? Gruß Sven =============================================================== imbus AG, Kleinseebacher Str. 9, 91096 Möhrendorf, DEUTSCHLAND Tel. +49 9131 7518-0, Fax +49 9131 7518-50 info(a)imbus.de http://www.imbus.de imbus AG, Unter der Linde 16, 80939 München, DEUTSCHLAND Tel. +49 89 3219909-0, Fax +49 89 3219909-50 info(a)imbus.de http://www.imbus.de Vorsitzender des Aufsichtsrates: Hendrik Rässler Vorstand: Tilo Linz, Bernd Nossem, Thomas Roßner, Jörg Schulten Sitz der Gesellschaft: Möhrendorf, München Registergericht: Fürth/Bay, HRB 8365 --------------------------------------------------------------- imbus Rhein-Main GmbH, Zanggasse 6, 65719 Hofheim, DEUTSCHLAND Tel. +49 6192 92192-0, Fax +49 6192 92192-50 info(a)imbus.de http://www.imbus.de Geschäftsführer: Frank Schmeißner, Jörg Schulten Sitz der Gesellschaft: Hofheim Registergericht: Frankfurt am Main, HRB 52155 ===============================================================

2 1

New ticket notification informations
by Kevin Stevenard 12 Apr '07

12 Apr '07

Hello, I'm a new user of OTRS, it's really flexible and it feets perfectly to my needs, I have only one problem, I don't know if it's a mistake from me or if i want a function which doesn't exist. I have selected all queue as my custom queue and had selected yes to receive notification on new ticket. but i don't receive any mail when tickets are created under the webpage and i receive mail when requests are sent by mail. did i forgot something? I'm running OTRS 2.1.6 version, on debian testing and i'm using sendmail to send notification Thank you

2 1

Fetchmail form OTRS RPM
by Chris Watt 12 Apr '07

12 Apr '07

Hi Guys, I've installed OTRS on a clean openSUSE install with the RPM using YAST (which installs everything else required). Everything is working fine, except I can't find teh configureation file for fetchmail! I have found the one in the OTRS home directory and set it up correctly, but now I need to get that file in the right location for fetchmail (or set fetchmail to use that file) so that I can start receiving IMAPS e-mail. Anyone have any ideas? I haven't installed anything except the OTRS RPM, so it should be an entirely clean install. Cheers! ~Chris

2 1

missing options in sysconfig (bug?)
by mike conigliaro 12 Apr '07

12 Apr '07

i just read this in the manual: "The .xml files are used by the graphical configuration frontend which is available with OTRS 2.0 onwards and which lets you configure most of the configuration parameters of the system through your web browser. In future versions of OTRS the .pm files will be removed and the system will be configurable only via the .xml files." so i started removing all of my custom settings from config.pm and redoing them through sysconfig. unfortunately, it looks like some options are missing in sysconfig; specifically the $Self->{'AuthModule'} and $Self->{CustomerUser2} stuff i need for customer/agent ldap authentication. is this a bug? -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

2 1

Otrs support
by Vicente Barbera 12 Apr '07

12 Apr '07

Hi all, otrs support is too slow, is there another support site? mailinglist is too slow. No answers to the questions and probems. Regards, Vince

6 7

Re: otrs Digest, Vol 45, Issue 13
by mzanier＠xtcommerce.com 12 Apr '07

12 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

Change in system_user table
by Sergio Serrano Gomez 12 Apr '07

12 Apr '07

Hi everybody! I found this FAQ: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=4&ItemID=121 It is about OTRS on MSSQL and it has this note: "Change any "system_user" strings in the this files to "system_user2" (this will be changed in OTRS 2.2 and higher)." But I want to work my OTRS with ORACLE (http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=4&ItemID=59) and I didn't find that kind of note in Oracle documentation or archived mails. My question is: Does the change in system_user table also apply to Oracle? Or is it exclusive for MSSQL? Thanks in advance. __________________________________________________ Correo Yahoo! Espacio para todos tus mensajes, antivirus y antispam ¡gratis! Regístrate ya - http://correo.espanol.yahoo.com/

2 1

AD Authentication question
by Nick Goldwater 12 Apr '07

12 Apr '07

I have noticed in the system log that user's passwords are in clear text. Does anyone know how to change this? Thanks!

2 1

moving tickets
by Tabitha Stang 12 Apr '07

12 Apr '07

Hi, After a ticket is moved to another queue, the user is still zoomed into that mail. This is kind of confusing and we would much prefer that we could be brought to a different view after moving a ticket - the "locked tickets view" is what we would most prefer. I've looked through the SysConfig and can't find a setting for this. Is it somehow possible to change what the next screen is after you move a ticket? Thanks! Tabitha

2 1

Error on QueueView with new upgrade
by Danie 12 Apr '07

12 Apr '07

Hi All , Ok so we decided to build a secondary OTRS system , sort of as a reference archive to our production system. I basically did a clean install of 2.1.6 on FC5 , copied over the 2.0.4 database and article data , followed the instructions of the UPGRADE.txt document to upgrade the database. All went fine , could log in but as soon as I click on a queue to view the tickets I get an error message : Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket/Article.pm line 1363. I searched the otrs archives but to no avail , I think the ticket data in the database can't find the actual article reference? Also I did run the Setpermissions.sh script as well.. Any help will be appreciated. Daniel

5 9

Free Fields: Selection of mutiple values possible?
by Tobias Lütticke 12 Apr '07

12 Apr '07

Hi folks, I face the following scenario regarding free fields. OTRS serves as help desk application. I defined a Ticket Free Field listing the companies' subsidiaries. Users create tickets as usual. Now: A ticket may affect more than one subsidiary. Therefore, I would like to allow the help desk technician to select all affected client sites. However, free fields are either input fields or select boxes which in turn allow just a single value to be picked. Defining a free field per client site is not an option (too many) and entering the subsidiary location each time into a text input field is rather cumbersome. I did not find any possibility to select multiple entries. Does OTRS allow this? Am I missing something? Are there any other possible solutions to resolve my requirements? Did anybody have a similar problem? BTW, I am using the latest version 2.1.6 of OTRS. Any help appreciated. Cheers Tobias -- All generalizations are false.

2 2

Making a response hierarchy
by Tabitha Stang 12 Apr '07

12 Apr '07

Hi, Is it possible to somehow group pre-canned responses in a tree structure? We have probably 30 responses already and plan to add more in the future. It would be great if we could group them by type of response, such as "delivery related", "payment related", "technical questions", etc. Has anyone found a solution for this? Thanks! Tabitha

2 1

Re: otrs Digest, Vol 45, Issue 12
by mzanier＠xtcommerce.com 12 Apr '07

12 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

Escalation queues
by Adriano Amaral 12 Apr '07

12 Apr '07

Hi folks, While tweaking the queues hierachy to suit my needs, I've started testing the escalation process. The problem I'm having is the way this is done. If I understood correctly, the escalation is done by the time set on the queues. So once the time spam is passed, it should escalate.. Also I have to create a GenericAgent task to notify the folks about the escalation event as well as to move the tickets to the next queue on the escalation process. Here is my problem: I want to move all the open tickets not yet locked by an agent using a 15 minutes interval on some queues. Also I've thought the escalation process would move the ticket to the parent queue without creating a task. Am I on the left filed on this. ITOH nothing about the way escalation works was found on the doc's. Could you guys point me on the right direction .. TIA -- Adriano Amaral Network Administrator --

2 1

Webmail Interface
by Chris Watt 12 Apr '07

12 Apr '07

Hi Guys, I seem to get this error whenever I try to access the Webmail Module Can't locate object method "new" via package "IO::Socket::SSL" at /opt/otrs/Kernel/Modules/AgentWebMail.pm line 86, <PRODUCT> line 368. I have installed IO::Socket::SSL so I am unsure exactly what it is referring to. If anyone can enlighten me? Cheers ~Chris

1 0

PDF output
by Vicente Barbera 11 Apr '07

11 Apr '07

Hi all, i am going on testing otrs, is there any way to change the pdf output? I mean create my own pdf with company logo and change the pdf layout. Thank you, Vince.

3 2

Re: otrs Digest, Vol 45, Issue 11
by mzanier＠xtcommerce.com 11 Apr '07

11 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

Re: otrs Digest, Vol 45, Issue 10
by mzanier＠xtcommerce.com 11 Apr '07

11 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

StorageModule->ArticleStorageFS
by Tom 11 Apr '07

11 Apr '07

There are problems with viewing email's body written in attachments as html and plain text when StorageModule->ArticleStorageFS. When I set StorageModule=ArticleStorageFS then when I send email to OTRS in plain text and HTML like it can be done by Thunderbird Mozilla then when I open this ticket under OTRS I have email body shown as attachments (plain text, html). Problem is when for example send to OTRS email is ISO-8859-2 encoded and when I opening this attachments in new window then there are no polish characters visible (ŻŹĆŁÓĄŚę). There is no such problem when as StorageModule is set ArticleStorageDB. What is the Problem? I have in /etc/enviroment LANG="en_US.UTF-8" and in /etc/locale.gen en_US.UTF-8 UTF-8 in the first row . System is Debian.

1 0

Re: otrs Digest, Vol 45, Issue 9
by mzanier＠xtcommerce.com 11 Apr '07

11 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

error in upgrade from 2.1.4 to 2.2.0
by Jozsef Valkai 11 Apr '07

11 Apr '07

I did upgrade test OTRS installation, but I have got error message, what is it: [Fri Apr 06 10:37:27 2007] [error] [client 192.168.0.126] Attempt to serve directory: /var/www2/otrs-2.2.0/bin/cgi-bin/ [Fri Apr 06 10:37:27 2007] [error] [Fri Apr 6 10:37:27 2007] -e: Can't use an undefined value as a HASH reference at /var/www2/otrs-2.2.0//Kernel/System/CustomerCompany.pm line 78, <PRODUCT> line 8.\n -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19°

2 3

Ticket Escalation using priority instead od queues
by Adriano Amaral 10 Apr '07

10 Apr '07

Hi guys, I've been doing some research on doing the ticket escalation process based on the ticket priority, instead of the queue that holds the ticket. Anyone has done this before ?? Adriano Amaral a.amaral at ivic.qc.ca --

2 2

Re: otrs Digest, Vol 45, Issue 8
by mzanier＠xtcommerce.com 10 Apr '07

10 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

Alerting admin by email when error appears
by Tom 10 Apr '07

10 Apr '07

Has OTRS got posibility to notify Administrator on occured error? Something like an error occured and OTRS sends email to administrator with log about it ?

3 3

Customer database
by teebot＠gsmserver.com 10 Apr '07

10 Apr '07

Hello. Is it possible to authorize customer from our database, not from "customer_user" native table?

3 6

Re: otrs Digest, Vol 45, Issue 7
by mzanier＠xtcommerce.com 10 Apr '07

10 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

1 0

RE: [otrs] Existing Win32 of Apache/PHP/Perl/MYSQL
by FARMER, Peter 10 Apr '07

10 Apr '07

Thanks Vlad, I did what you suggested before I emailed the mailing list, but no go. BUT I think Apache might be the problem as PERL might not be installed correctly as OTRS is the only app that will be using it. Cheers, _________________________________ Peter Farmer -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Vladimir Doisan Sent: Thursday, 5 April 2007 10:33 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Existing Win32 of Apache/PHP/Perl/MYSQL You can try installing the full package on a separate server/PC and just copy the /opt/otrs directory over to the "real" server. Assuming that your server has applications installed in the default directories, it would be easy(er) to get it working. You could also use Windows "text" search feature to find all occurrences of the path and just change it to your new installation. Although I really do not see why your "butchering" would not be working... I would really think its a problem with Apache. I also see that your MySQL is outdated, current is 5.0 If all else fails - you could run VMWare Server with Linux as guest, just run OTRS there... This works great for me. Good luck. FARMER, Peter wrote: > Hi All, > > > > I have a current WIN32 installation of the following: > > Apache 2.23 > > PHP 5.2.0RC4 > > Perl 5.8.8 > > MySQL v4.1 > > > > I use this install to host and run Cacti v0.8.6i/phpMyAdmin > 2.8.2.4/Joomla. Therefore naturally I want a ticketing system that fits > in with the current configuration and I notice that OTRS support all of > these technologies but the only method of install is the "pre-packaged" > installation. This is great for those who don't have the backend already > setup but not much help to me. I've tried to "butcher" up the config to > get the thing working but I feel I'm just making things worse. > > > > Has anyone successfully installed OTRS who are in a similar situation to me? > > > > Many thanks! > > > > > > Cheers, > > > > _________________________________ > > *Peter Farmer* > > > > > > > > > _____________________________________________________________________ > > Disclaimer: This message is intended only for the use of the > addressee(s) named > above and may contain privileged information. If you are not the > intended recipient of > this message you are hereby notified that you must not disseminate, copy > or take any > action based upon it. Please delete and destroy the message from your > computer. If > you received this message in error please notify the Healthe Group of > Companies > immediately. Any views expressed in this message are those of the > individual sender, > except where the sender specifically states them to be the views of the > Group. > > > ------------------------------------------------------------------------ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ _____________________________________________________________________ Disclaimer: This message is intended only for the use of the addressee(s) named above and may contain privileged information. If you are not the intended recipient of this message you are hereby notified that you must not disseminate, copy or take any action based upon it. Please delete and destroy the message from your computer. If you received this message in error please notify the Healthe Group of Companies immediately. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the views of the Group.

1 0

Upgrading SQL-Ledger 2.7.27 to 2.8.0
by Jeremy West 09 Apr '07

09 Apr '07

Greetings to all! I have been trying several times to upgrade from version 2.6.27 of sql-ledger to 2.8.0 and all seems to go smoothly until I try to log in as user when the programme starts to update the database and then stops while complaining that cargo, br, vr, semaphore, etc. are already in the database. It does this even if I go back 6 months to a saved database and restore that. Are there any suggestions or solutions from those with similar experiences, please? Thanks in anticipation, Jeremy West

1 0

Queue name flashing
by Calderwood Brigitte 07 Apr '07

07 Apr '07

Can someone explain why some Queue names flashe and some do not? Thanks! -- Brigitte Calderwood Help Desk Manager LESD Technology Department calderwood(a)lesd.k12.az.us 623.547.1509 "We commit to deliver 'best-in-class' technology solutions and support to attain excellence of the District Community by being a customer-focused, highly skilled, and agile Technology Department." _______________________________________________________________________________ __________________________________

2 2

Problem with OTRS 2.1.6 and Internet Explorer 6
by Marcos Kamada 06 Apr '07

06 Apr '07

Hi Friends, I had problems with Internet Explorer 6 and Otrs 2.1.6. When I try to open a customer ticket IE6 send me this error Server not found or dns error. I use https. With Firefox and IE7 I don´t have this problem. Any Ideia? ---------------------------- Marcos Mina Kamada ---------------------------- Marcos Mina Kamada _________________________________________________________________ MSN Busca: fácil, rápido, direto ao ponto. http://search.msn.com.br

1 0

Forms?
by Scott Lockwood 05 Apr '07

05 Apr '07

I'd like to use OTRS to have managers fill out a form we design. I can't imagine that this would be difficult - is there some sort of template system already in use in OTRS, or would it have to be extended? Ideally, this would be something where the user logs in, creates a 'ticket' which is actually the form, and then submits it, with email notification that the ticket is in the system, minus the ticket's contents. -- W. Scott Lockwood III Systems Administrator Cashnetusa.com Land line: 312-568-4224 Cell: 847-800-4896 Help: x4357

1 0

Forms?
by Scott Lockwood 05 Apr '07

05 Apr '07

I'd like to use OTRS to have managers fill out a form we design. I can't imagine that this would be difficult - is there some sort of template system already in use in OTRS, or would it have to be extended? Ideally, this would be something where the user logs in, creates a 'ticket' which is actually the form, and then submits it, with email notification that the ticket is in the system, minus the ticket's contents. -- W. Scott Lockwood III Systems Administrator Cashnetusa.com Land line: 312-568-4224 Cell: 847-800-4896 Help: x4357

1 0

New ticket notifications
by Mike Clayton 05 Apr '07

05 Apr '07

Hi, I'm currently running OTRS 2.1.4, and would like it to send e-mail to agents about new tickets for _every_ ticket, no matter it's state or owner/etc Currently, I have only been able to get OTRS to send us notifications for open tickets with no owner, but would like it to notify us of any ticket that gets created does anyone know how to do this? 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.

2 3

[Feature Request] Ticket Templates
by Vladimir Doisan 05 Apr '07

05 Apr '07

Is it possible to have a new ticket templates based on the selected Queue? For example when a customer selects Queue named "Printer", the new ticket text area will show the info that needs to be entered Printer Location: Printer Name: Printer Model: Description of the Problem: An additional feature would be a mechanism to prevent empty tickets with just these 3 lines above by using line compare to the template (ignoring carriage returns) Thanks

3 2

Existing Win32 of Apache/PHP/Perl/MYSQL
by FARMER, Peter 05 Apr '07

05 Apr '07

Hi All, I have a current WIN32 installation of the following: Apache 2.23 PHP 5.2.0RC4 Perl 5.8.8 MySQL v4.1 I use this install to host and run Cacti v0.8.6i/phpMyAdmin 2.8.2.4/Joomla. Therefore naturally I want a ticketing system that fits in with the current configuration and I notice that OTRS support all of these technologies but the only method of install is the "pre-packaged" installation. This is great for those who don't have the backend already setup but not much help to me. I've tried to "butcher" up the config to get the thing working but I feel I'm just making things worse. Has anyone successfully installed OTRS who are in a similar situation to me? Many thanks! Cheers, _________________________________ Peter Farmer _____________________________________________________________________ Disclaimer: This message is intended only for the use of the addressee(s) named above and may contain privileged information. If you are not the intended recipient of this message you are hereby notified that you must not disseminate, copy or take any action based upon it. Please delete and destroy the message from your computer. If you received this message in error please notify the Healthe Group of Companies immediately. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the views of the Group.

2 1

Responses...
by Jeff Shepherd 04 Apr '07

04 Apr '07

Hello, I've noticed that the responses are put at the bottom of the emails. Is there a way to change this and have them applied to the top of the email so that we don't have to scroll to the bottom and then copy-and-paste them back at the top? Thanks! -Jeff

1 0

Postmaster Filtering only works for certain Match criteria
by Bryan White 03 Apr '07

03 Apr '07

Hey all, We have a web form that has the following fields, Name : E-Mail Address : Location : (Rolling Meadows, Niles, Elgin) Priority : (1,2,3,4,5) Technical Issue : The Location and Priority fields are drop down lists. When the user submits the form, it is e-mailed to the OTRS system e-mail address. I have Postmaster filters that are set up to find and sort by location into queues and to set priority based on what the person who filled out the form had selected. The system has no problem sorting by location into the appropriate queue. The problem lies in the filtering of the priority. If I look at the system log, it looks like it processes all the priority filters and then sets the priority to whatever the last one in the list is. I know it is processing the filters because it always works in sorting the tickets into the queue by location. I am wondering if my syntax is incorrect for the Priority filters. I have 5 filters, one for each of the priorities: Priority 1: Match Header 1 - Body = Priority : 1| Set Header 1 X-OTRS-Priority = 1 very low Priority 2: Match Header 1 - Body = Priority : 2| Set Header 1 X-OTRS-Priority = 2 low Priority 3: Match Header 1 - Body = Priority : 3| Set Header 1 X-OTRS-Priority = 3 normal Priority 4: Match Header 1 - Body = Priority : 4| Set Header 1 X-OTRS-Priority = 4 high Priority 5: Match Header 1 - Body = Priority : 5| Set Header 1 X-OTRS-Priority = 5 very high Hopefully everyone can make out what I mean with my little diagram above. I have tried multiple strings in the Match Body line, but it always does the same thing. Any help would be greatly appreciated. -Bryan

1 0

Why agents can add clients?
by Vicente Barbera 02 Apr '07

02 Apr '07

Hi All, Before go to production with otrs we are testing it and some doubts are appearing. I don't want my agents are able to add clients, why they see the clients link icon on the menu bar? The only way i found to is removing "rw" permission, but i need this permission for the agents to see the queue. Maybe i am not understanding well the essence of otrs, but i am trying, testing. I hope you can help me again. Regards, Vince.

1 1

OTRS V2.1.6: no Emails with Windows Exchange
by Ulrich Hemer 02 Apr '07

02 Apr '07

Hello to all, trying to get comfortable with OTRS, I used to test version 2.0.4 with Windows2003 and Exchange Server 2003 during the last weeks. Receiving and sending Emails went fine. I had the old version completely uninstalled recently and version 2.1.6 installed via the Windows installer. Now I can't any longer receive emails from or send to the Exchange Server although I use the same config.pm as before. I repeated the installation with the default config.pm but got the same results. There might be some incomplete cron-jobs for Windows, I suppose, but I can't judge this actually since I'm a real novice. Can anybody help me with some hints how to utilize CRONw correctly? Thanks in advance Uli

1 0

Agents do not receive the notification for email activating the CustomerGroupSupport
by daniele.otrs 02 Apr '07

02 Apr '07

Hi, I have activated the CustomerGroupSupport within SysConfig Frontend:Customer in order to manage the Customer-Group. Now if I open a TICKET from the Customer.pl page, the agents do not receive the notification for email. This only succeeds after to have activated the CustomerGroupSupport. Why? Daniele

2 1

Invalid signatures are still valid...
by Jeff Shepherd 02 Apr '07

02 Apr '07

Hello, We have several signature files that we use for different agents due to the department that they are in. Some of the Agents have elected to use the default signature lines, while others have their own. The problem is that OTRS will sometimes use the signature lines even after I have marked them as 'Invalid'. Why is this? Thanks! Jeff

1 1

AW: moving tickets
by Tabitha Stang 02 Apr '07

02 Apr '07

Hi, I never got a response to this. Did I some how miss the response? Thanks! Tabitha _____ Von: Tabitha Stang [mailto:stang@cleverbridge.com] Gesendet: Donnerstag, 29. März 2007 14:01 An: 'User questions and discussions about OTRS.org' Betreff: moving tickets Hi, After a ticket is moved to another queue, the user is still zoomed into that mail. This is kind of confusing and we would much prefer that we could be brought to a different view after moving a ticket - the locked tickets view is what we would most prefer. Ive looked through the SysConfig and cant find a setting for this. Is it somehow possible to change what the next screen is after you move a ticket? Thanks! Tabitha

1 0

OTRS default charset UTF-8, email with pdf attachment in iso-8859-2 -> otrs fetches only body msg without pdf attachment
by Tom 02 Apr '07

02 Apr '07

On OTRS Version 2.0.4p01-17 (debian) it was not posible to work with UTF-8 default charset so I decided to install latest version form sources. It is better but there are still problems with UTF-8 or with converting to UTF-8. OTRS 2.1.6 can't fetch mail with pdf document attached. Why otrs can't fetch this email with pdf-a attachment ? Only body message is fetched without attached pdf doucument and this email with this pdf attachment block fetching next emails(I know that I can fetch this email from other client but when there will be more emails after such email I will dwonload messages which OTRS could donload to database, How to deal with such problem without switching to other default OTRS encoding then UTF-8?). Email has iso-8859-2 charset encoding. MAybe this email has some bad headers? When I run PostmasterPOP3.pl manualy with f 1 parameter, below messages are printed: Malformed UTF-8 character (unexpected non-continuation byte 0x77, immediately after start byte 0xf3) in pattern match (m//) at /home/projects/web/otrs.pocztakwiatowa.pl/Kernel/cpan-lib/MIME/Words.pm line 223. Malformed UTF-8 character (fatal) at /home/projects/web/otrs.pocztakwiatowa.pl/Kernel/cpan-lib/MIME/Words.pm line 223. Source of an email: Return-Path: <blbla@blbla> X-Spam-Checker-Version: SpamAssassin 3.1.7 (2006-10-05) on blblalalalaa X-Spam-Level: X-Spam-Status: No, score=0.1 required=5.0 tests=X_PRIORITY_HIGH autolearn=no version=3.1.7 X-Original-To: blblblb@blblblblb Delivered-To: blbalal@blblaalb Received: from localhost (localhost [127.0.0.1]) by blblabalalba (Postfix) with ESMTP id B74021C024BD3; Fri, 30 Mar 2007 09:29:02 +0200 (CEST) X-Virus-Scanned: Debian amavisd-new at blablablabl Received: from blaablablabl ([127.0.0.1]) by localhost (blablablab [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id Lz+ZW4IY1mbn; Fri, 30 Mar 2007 09:29:02 +0200 (CEST) Received: from smtp8k.poczta.onet.pl (smtp8k.poczta.onet.pl [213.180.130.88]) by blalbalbalbab (Postfix) with ESMTP id 29A9B1C023E15; Fri, 30 Mar 2007 09:29:01 +0200 (CEST) Received: from bee.onet.pl ([213.180.137.239]:35345 "EHLO pstraczek") by kps8.test.onet.pl with ESMTP id <S11469628AbXC3H2b>; Fri, 30 Mar 2007 09:28:31 +0200 Message-ID: <000c01c7729d$04a01360$f420a60a(a)grupa.onet> Reply-To: =?iso-8859-2?Q?OnetPasa=BF?= <pasaz(a)onet.pl> From: =?iso-8859-2?Q?OnetPasa=BF?= <pasaz(a)onet.pl> To: <"Undisclosed-Recipient:;"@blbalblablab> Subject: =?iso-8859-2?Q?Licytacja_boks=F3w_reklamowych_OnetPasa=BF?= Date: Fri, 30 Mar 2007 09:28:27 +0200 Organization: Onet.pl S.A. MIME-Version: 1.0 Content-Type: multipart/mixed; boundary="----=_NextPart_000_0009_01C772AD.C5F25450" X-Priority: 1 X-MSMail-Priority: High X-Mailer: Microsoft Outlook Express 6.00.2900.3028 X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2900.3028 X-UIDL: d=j!!Q%m"!MP"#!Q18!! Status: U This is a multi-part message in MIME format. ------=_NextPart_000_0009_01C772AD.C5F25450 Content-Type: text/plain; format=flowed; charset="iso-8859-2"; reply-type=original Content-Transfer-Encoding: 8bit Szanowni Państwo, Przypominamy o trwaj±cej licytacji boxów reklamowych, reklama Państwa sklepu może być wy¶wietlana przez cały miesi±c marzec w wybranej kategorii. Licytacja trwa do dnia 30 marca (pi±tek) do godziny 14:00. Szczegóły licytacji w zał±czniku. Zapraszamy do skorzystania z oferty. Pozdrawiamy Zespół OnetPasaż ------=_NextPart_000_0009_01C772AD.C5F25450 Content-Type: application/pdf; name="=?iso-8859-2?Q?Licytacja_Boks=F3w_reklamowych_w_OnetPasa=BF.pdf?=" Content-Transfer-Encoding: base64 Content-Disposition: attachment; filename="=?iso-8859-2?Q?Licytacja_Boks=F3w_reklamowych_w_OnetPasa=BF.pdf?=" ... encoded pdf attachment ... ------=_NextPart_000_0009_01C772AD.C5F25450-- Thx for any sugestions

2 1

Apache2 Error - Won't Start
by Chris Watt 02 Apr '07

02 Apr '07

Hi Guys, I've been getting the following error every time I try to start Apache since I rebooted my machine a few hours ago. Previously it was working fine. I have made no changes to anything with Apache. not have I changes anything with any of the Perl files. [Mon Apr 02 13:26:54 2007] [error] Can't load Perl file: C:/OTRS/otrs/scripts/apache2-perl-startup.pl for server mobotixau.dyndns.org:80, exiting... Any idea what might be up? And how to rectify it. When I run the script in dos prompt i get the following error: SOFTWARE ERROR! MOD_PERL not used at apache2-perl-startup.pl on line 7. Any ideas? Mod_Perl seems to be called in the apache conf fine? ~Chris

1 0

Re: OTRS default charset UTF-8, email with pdf attachment in iso-8859-2 -> otrs fetches only body msg without pdf attachment
by Tom 01 Apr '07

01 Apr '07

Looks like the problem is with converting special characters in name of attached file. Without this charcters there is no problem.

1 0

Duplicate tickets at each mail check and can't send mail
by Wes Plate 30 Mar '07

30 Mar '07

Our OTRS system is acting strangely. I returned from a few days holiday to find that many tickets were duplicated, each new ticket three minutes apart-- maybe OTRS isn't deleting the messages off the POP server and thinks an old email is a new ticket? Separately, often when trying to send a reply I received this error: Software error: Can't locate object method "set_error" via package "Authen::SASL::Perl::DIGEST_MD5" at /usr/lib/perl5/vendor_perl/5.8.0/Authen/SASL/Perl/DIGEST_MD5.pm line 55. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. I was able to send the message when I tried again. Suggestions? I have contacted my regular OTRS consultant but no reply yet. Are there others that do OTRS consulting/troubleshooting/upgrading/installing ? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

2 4

Question
by Super User 29 Mar '07

29 Mar '07

Hi all, I've been testing otrs for a while now and it seems to fit the bill. The faq module is also very nice but we want to add new categories to this system when creating a new article. For instance: Now when you create a faq article you can choose between : internal / external and public as a status. Is it possible to add another status (like a name of a department) so that those articles can only be read by the members of that department. Can sombody please show me the steps ? Thanx in advance, Randy _________________________________________________________________ Talk with your online friends with Messenger http://www.join.msn.com/messenger/overview

1 0

PDF problem
by Vicente Barbera 29 Mar '07

29 Mar '07

Hi All, i am having this error on log: PDF support activated in SysConfig but cpan-module PDF::API2 isn't installed! Thu Mar 29 09:27:49 2007 error OTRS-CGI-10 Module 'PDF::API2' not found! otrs is installed in a freebsd box, who knows what port i need to solve this? Regards, Vince.

2 2

Ticket Notification Scheduling and SubQueues questions
by Vladimir Doisan 29 Mar '07

29 Mar '07

Hi All I am evaluating OTRS 2.1.6 (on Gentoo Linux server, installed from source) for use in my company and have couple questions [Question 1] What I am looking for is the ability to choose email addresses based on the time/day. Basically Monday - Friday the ticket notifications for some queue will go to regular work email. Saturday & Sunday the queue will send notifications to a different email address (text message to cell phone). I did not find this feature in OTRS. We have internal mail gateway (running xmail) and I can write a filter which would intercept & forward emails based on preferences (standard schedule + vacations), however I would like to make OTRS independent of the XMail server. [Question 2] Customer's "New Ticket" screen We have about 100 queues & sub-queues. Currently the Queues & the Sub-queues are in one very long drop down box. Is it possible to choose main Queues in one drop down box and Sub Queues in a different drop down box? This will be more user friendly. Thanks all!

1 0

Problem with OTRS 2.1.6 / Internet Explorer 6 / HTTPS / DNS
by Marcos Kamada 29 Mar '07

29 Mar '07

Hi Friends, I had problems with Internet Explorer 6 and Otrs 2.1.6. When I try to open a customer ticket IE6 send me this error Server not found or dns error. I use https. With Firefox and IE7 I don´t have this problem. Any Ideia? ---------------------------- Marcos Mina Kamada _________________________________________________________________ MSN Messenger: converse com os seus amigos online. http://messenger.msn.com.br

1 0

Survey Tools
by Marcos Kamada 29 Mar '07

29 Mar '07

How can I use the Survey Tools? There is some Administrador Manual of the OTRS Modules? Regards, ---------------------------- Marcos Mina Kamada _________________________________________________________________ MSN Hotmail, o maior webmail do Brasil. http://www.hotmail.com

2 1

IMAP on Windows
by Chris Watt 28 Mar '07

28 Mar '07

Hi Guys, I have a Windows server in Aus that needs to import mail from an IMAP server in Germany. What is the best method to go about this? I don't understand the stuff about fetchmail as it seems to be linux stuff. Help is greatly Appreciated. Cheers! ~Chris

3 8

index.pl: HINT: Use the escape string syntax for escapes, e.g., E'\\r\\n'.
by Marcos Kamada 28 Mar '07

28 Mar '07

What kind of error is that? Why nobody respond messages in this forum? Regards, Kamada [Wed Mar 28 12:07:18 2007] [error] [client 192.168.11.154] [Wed Mar 28 12:07:18 2007] index.pl: ^ [Wed Mar 28 12:07:18 2007] [error] [client 192.168.11.154] [Wed Mar 28 12:07:18 2007] index.pl: HINT: Use the escape string syntax for escapes, e.g., E'\\r\\n'. ---------------------------- Marcos Mina Kamada _________________________________________________________________ MSN Busca: fácil, rápido, direto ao ponto. http://search.msn.com.br

1 0

POP3 and SSL (idea)
by Miguel Angel Bayona Pérez 28 Mar '07

28 Mar '07

Hi again, my fault. I just tryed to install the package WITHOUT extracting it from the zip file. Unzipped and inastalled. Seems OK. I´ll test it and report about it Thanks againg, Miguel Hi Torsten, When trying to install (using the package installer) you very interesting package (it definitly should be in next OTRS version!!) in 2.1.5 in debian+php 5.1.x, I get the following error: Software error: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Package.pm line 1426, <fh00001PostmasterMailAccount_0.0.8.zip> line 77. Any idea why or what iI´m doing wrong? Regards, Miguel

2 1

SSL Module
by Chris Watt 28 Mar '07

28 Mar '07

Hi Guys, Whenever I try to use IMAPS on my windows machine, I get this error: Error: Module 'IO::Socket::SSL' not found! This happens in Webmail and in the standard PostMaster script. Can anyone tell me how to install/fix this please? Cheers! ~Chris

1 0

Otrs 2.04: Adding field to Ticket
by Steve Kennedy-Williams 27 Mar '07

27 Mar '07

I've been testing OTRS for a few weeks now. Great code, but one major question that I missed in the docs. How can I had a field to the default ticket? Just a simple text field for Company Serial Number. Thanks, Steve Kennedy-Williams

1 0

UTF-8 problems
by Tom 27 Mar '07

27 Mar '07

Help needed. I try to set OTRS 2.0.4 in UTF-8. I have set UTF-8 for DefaultCharset . When I set LogModule: to SysLog and LogModule::SysLog::Charset: to UTF-8 there is problem to fetch emails with popMasterpop3.pl : Can't create PID PostMasterPOP3, because it's already running and after popMasterpop3.pl -f 1 : Wide character in syswrite at /usr/lib/perl/5.8/Sys/Syslog.pm line 765 When I set LogModule: to File emails are fetched but afterthat there is incoming next email: Cron <otrs@blue> test -x $HOME/bin/PostMasterPOP3.pl && $HOME/bin/PostMasterPOP[..] Wide character in print at /usr/share/otrs/Kernel/System/Log/File.pm line 60. Above situations tested when sending, to account form which OTRS is fetching emails, emails with special chars in subject and body, for example polish chars like ŻŹĆŃŁĄŚÓżźćńłąśęół. Besides when sending emails with such characters like above or reciving such emails, in system log avaible at OTRS web , this characters when wrote in subjcet are not readable and log at web looks like this: New Ticket [20070327117/Fw: ÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂ»ÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂ¹ÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂ¼ÃÂÃÂÃÂÃÂÃÂÃÂÃÂÃÂº] created (TicketID=209,Queue=Postmaster,Priority=3 normal,State=new) Similar it looks subject in Outlook Express (unreadable) but in window where is list of emails subject there is ok but in main email windows subject is unreadable. Body is readable. What user can do about it? Switch to other encoding then UTF-8 in log encoding ? End of transmission

1 0

POP3 and SSL (idea)
by Miguel Angel Bayona Pérez 27 Mar '07

27 Mar '07

Hi Torsten, When trying to install (using the package installer) you very interesting package (it definitly should be in next OTRS version!!) in 2.1.5 in debian+php 5.1.x, I get the following error: Software error: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Package.pm line 1426, <fh00001PostmasterMailAccount_0.0.8.zip> line 77. Any idea why or what iI´m doing wrong? Regards, Miguel -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Miguel Angel Bayona Pérez schrieb: >/ It seems that more and more, POP3 e-mail access is done via SSL (i.e. />/ gmail). Current implementation in OTRS (i.e. PostMasterPOP3.pl) is done />/ via Net::POP3 module which does not support SSL. Would it be possible />/ (and easy) to repalce it with the Mail::POP3Client? Unfortunatelly, I'm />/ not a perl guy and I cannot see how difficult it is. Is it a good />/ idea?. Is it doable? / Hi Miguel, we've written a package (2.1 framework) to access IMAP(S) and POP3(S) accounts, you can find it here [*]. As a matter of fact it uses Mail::POP3Client... [*] http://www.cape-it.de/download/PostmasterMailAccount_0.0.8.zip (Maybe it's going to be included in coming OTRS versions.) regards, 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) iD8DBQFGANkHvXo8m5PgoXQRAoRgAJ9IDxrJGiS2VI/R2DnsUzH4vq2XOQCfQWc5 UuPiU9iwTEluTBQV28166SY= =myLN -----END PGP SIGNATURE-----

1 0

ticket # issue
by Jim McBurnett 27 Mar '07

27 Mar '07

Ok, I asked this question before, but never got a reply. So I checked the archives, and found that someone answered it before. But the answer is not in the archives. http://www.mail-archive.com/dev@otrs.org/msg01382.html What I want to do is handle an email when there is just the ticket # in there. IE external vendor emails back, but only the ticket #, not the OTRS formatted [Ticket#2007032510000013] I know it can be done, but I am not sure how. And Lastly-- Is there a way to have an account that when checked only puts replies in the ticket and does not reply and cannot open a new ticket? Thanks, Jim

1 1

Free Fields in OTRS 2.1.6
by Jan Henkins 27 Mar '07

27 Mar '07

Hello all, I've got a wonderful OTRS 2.0.4 setup that does everything we need it to do, except for the nice statistics you can do in 2.1 and newer. That is why we would like to upgrade to 2.1.6. Even before I attempt to move all my data across, my approach is to get the user interface properly set up. This means in our case all my custom free fields, and where these fields gets exposed for the agent. Firstly, I have six free fields with predefined options. This is absolutely critical, since we do trend analysis by searching using these free field values. I expose these free fields to the agent in the following areas: (1) Normal "Free Fields" menu item when you do a zoom view on a ticket (allows you to re-classify a ticket when needed) (2) All these free fields are available during ticket creation in "Email-Ticket" (3) All these free fields are available during ticket creation in "Phone-Ticket". In practise this works extremely well. I'm trying to replicate this setup on a test 2.1.6 installation. I manage to activate only the first 4 free fields, and cannot seem to get more. Could somebody please explain to me from scratch what the proper way would be to activate and set up free fields? Thanks in advance! Regards, Jan Henkins

2 2

Adin User
by Chad Roth 27 Mar '07

27 Mar '07

Hi, We've lost Admin privledges for our front end, including the root ID. So now we can't do any configuration from the front end. Any ideas on how to get this back? Please help! Thanks, Chad

1 0

Please stats problem in a clean install
by Vicente Barbera 26 Mar '07

26 Mar '07

Why otrs 2.1.3 (freebsd port) stats don't work? Stats link on the menu, in a recent install is not working. Is it normal? Please help me i am desperate. Regards, Vince.

1 0

Bulk close and answer a bunch of Tickets.
by Brice Figureau 26 Mar '07

26 Mar '07

Hi, I often have to answer the exact same answer to multitudes of tickets asking the exact same question (it is often after one of our system crashed and users want to know if that's OK or if they have any trouble with their computer). Unfortunately it seems that you can only close with an internal note on a bulk action. Is there a workaround ? Something I maybe have missed in the configuration ? What would be utterly great is that if you could use a Queue Response with bulk action... Thanks for the answer! -- Brice Figureau <brice+otrs(a)daysofwonder.com>

2 1

Change order of the subject
by Serge ALGAROTTI 26 Mar '07

26 Mar '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

1 0

SQL query needed
by Jason B. Loven 26 Mar '07

26 Mar '07

I had a problem with my database a while back due to a generic agent job that was touching the tickets and creating a huge ticket history. Sooo...I ran a pass on the database to trim the "junk" records off the history. That worked fine. Unfortunately it was late at night and I was tired and I accidentally ran another query that nuked the "ticket created" record for a lot of tickets. This isn't really causing a problem except that historical stats are now breaking because they don't see the create record. I would have just restored the backup but then I would have lost a good chunk of data from the last few hours of the day. Does anyone have strong enough MySQL-fu and knowledge of OTRS to create a SQL query that will create a new "ticket created" record in tickets that don't have one? I see various places to pull the creation data from (dates, etc) so I think that it should be fairly possible to do but my MySQL skills are weak. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com Web: http://www.cainetserv.com/

1 0

Change to the field tn
by Mariuxi Campoverde 26 Mar '07

26 Mar '07

Hi: Can you help me with a question? When I compose an new ticket phone or new ticket mail, automatically gets a ticket number like this: [Ticket#2007031910000022] and then I compose other ticket gets a ticket number [Ticket#2007031910000034] I would like to be able to change to the field tn of the table ticket to have something like this: Ticket#2007031900000001 Ticket#2007031900000002 Ticket#2007031900000003.... How do I change this? Thanks a lot for your help Regards Mariuxi Campoverde Montero Help Desk mariuxic(a)winet.com.pe Central : (511) 222-8000 Help Desk : (511) 446-4222 Ventas : (511) 222-8000 http://www.wi-net.net **

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Stats problem
by Vicente Barbera 25 Mar '07

25 Mar '07

Hi All, i've just installed otrs on a FreeBSD box via ports, spanish language, everything works fine but stats. When i click into de stats links i see this error on otrs logs... "error OTRS-CGI-10 Can not open Directory: /usr/local/otrs/scripts/test/sample/" And the next one on the IE explorer "Internat Server Error" And another one on FreeBSD box console: "[Error][Kernel::System::Stats::_AutomaticSampleImport][Line 2293]" What's happening? Regards, Vicente.

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Ticket Number
by Tom 25 Mar '07

25 Mar '07

Hello, Is DATE NumberGenerator generates Ticket number from current date (YearMonthDay) + SystemID + Counter and the Counter is reseted to 0 every day or Counter just increments day by day? Is SystemID may be null ? I understand that in Autoincrement generator counter must not be reseted but in Date NumberGenerator may be reseted for example every day or not ? I wonder about to have short as possible Ticket number and the best ticket identifier at once. Is there anybody encounterd such problems and will share with his experiences? Tom

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Delete 900 tickets manually by script
by mario 24 Mar '07

24 Mar '07

Hello List, we have ~900 new Mails due to a wrong configuration. Is there a way to delete those tickets manually from the Database or something. They all have the same Subject/Content. Thanks, Mario

2 2

Soporte para Mexico
by Plinio Jose Sosa Chagoyan 24 Mar '07

24 Mar '07

Hay algún usuario originario de México con el que pudiera intercambiar experiencias? Saludos cordiales PSC __________________________________________________ Correo Yahoo! Espacio para todos tus mensajes, antivirus y antispam ¡gratis! Regístrate ya - http://correo.espanol.yahoo.com/

2 1

OTRS v2.1.6 for Ubuntu Breezy
by mario 24 Mar '07

24 Mar '07

Hello List, we use OTRS since 2 years or so. We keep running into Problems such as unicode issues, broken attachments an so on. We would like to always use the newest stale OTRS version if possible. Is there apt repository we could use to maintain our OTRS? Thanks, Mario

2 1

Connection to Oracle Database
by Yosua Winata 24 Mar '07

24 Mar '07

Dear all, Hi, ny name is yosua. I would like to ask to you all, how is the way to connect otrs to oracle database? Usually, I am using mysql. Because the capacity of mysql isn't enough, I would like to using oracle. Can someone help me? Thank you for your help. Regards, Yosua --------------------------------- Never miss an email again! Yahoo! Toolbar alerts you the instant new Mail arrives. Check it out.

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Ticket::NumberGenerator, clearing database
by Tom 23 Mar '07

23 Mar '07

Hello I'm new one to OTRS and I try to SET best configuration for me . I use OTRS2 2.0.4p01-17 on debian. I want to set Ticket::NumberGenerator: to AutoIncrement. Now for Ticket::NumberGenerator I have DateChecksum under WEB SysConfig. When I change to AutoIncrement there is problem with fetching new emails and I have such notice in system log when system try to fetch email through PostMasterPOP3: "Can't create PID PostMasterPOP3, because it's already running (xxxxxxxxxxxxxx/9287)! " When I run PostMasterPOP3.pl with force otpion under console there I have error in AutoIncrement.pl script: "Quantifier follows nothing in regex; marked by <-- HERE in m/+ <-- HERE .{0,2}(10\d{5,10})/ at /usr/share/otrs/Kernel/System/Ticket/Number/AutoIncrement.pm line 110, <PRODUCT> line 4." Is this BUG or what? What is the problem, how to change Ticket::NumberGenerator ? Which tables (mysql) may I truncate to clear data such as fetched emails (attachements), ticket history, notes etc. ? I mean truncate tables which collects data ivolved with fetched emails, I mean which tables truncate to reset OTRS (not to delete users,queues states,Salutations, notifications and other similar)? Reinstall of hole database is nedded I mean is this safe to truncate single tables? What for are options when sending answer or new email ticket from OTRS: Time units (work units) Pending Date (for pending* states) ? Thx in advance

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Can't find notification for Agent::NewTicket and pt_BR, try it again with en!
by Marcos Kamada 23 Mar '07

23 Mar '07

Hi Folks! How can I fix this error? Regards, Marcos Kamada _________________________________________________________________ MSN Busca: fácil, rápido, direto ao ponto. http://search.msn.com.br

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HTML replys
by Will Sheldon 23 Mar '07

23 Mar '07

I'm sorry if i am repeating an earlier thread here, but all i could find was from some time ago. Has there been any progress with regard to viewing and sending HTML messages? Our customers frequently send us (embedded) screenshots, so a click to view for image attachments would be a suitable alternative to viewing the full html. Also it'd be nice to be able to append an html signature to messages, or insert a block of html to messages with some kind of markup tag. I'd be quite happy to try to code this functionality, but I haven't looked into how OTRS works yet, so any pointers would be hugely appreciated. W.

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Line wrap setting?
by Salvador Manzo 23 Mar '07

23 Mar '07

I¹ve been digging through SysConfig but can¹t seem to find where to set linewrap length for outgoing messages. At the moment, I have outgoing messages set to include the return URL for a given ticket. However, the URL is being cut off just before the actual OTRS .pl file gets appended to the link. So, instead of a working link, I¹m getting something similar to the following: http://servername.usc.edu/OTRS Customer.pl...(etc) ----- Salvador Manzo [ 620 W. 35th St Los Angeles, CA 90089 e. manzo(a)usc.edu ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 Discourage self-help, and loyal subjects become the slaves of ruffians. Over-stimulate self-assertion, and for the arbitrament of the Courts you substitute the decision of the sword or the revolver. - The Law of the Constitution, by A.V. Dicey (MacMillan, London 1885).

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GenericAgent - Finding tickets closed in the last n days
by Jan Miczaika 23 Mar '07

23 Mar '07

Hello, I would like to include all tickets in a GenericAgent query, which have been closed in the last n days. I can find an option for selecting the tickets created in the last n days. Is there an option for those closed in the last n days? Thanks Jan -- Geschäftsführer / Managing Director Hitflip Media Trading GmbH www.hitflip.de - new: www.hitflip.co.uk Tel. +49-(0)221-272407-27 Fax. 0221-272407-22 (that's so 1990s) HRB 59046, Amtsgericht Köln Geschäftsführer: Andre Alpar, Jan Miczaika, Gerald Schönbucher

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Error: Module 'Kernel::Modules::AgentFileManager' not found!
by Zuzel Vera Pacheco 22 Mar '07

22 Mar '07

I installed otrs2 on debian. In the chapter 4 of the documetation I read about the Public web interface and I tried to go to that page on my machine but i got the error : ======= Error: Module 'Kernel::Modules::AgentFileManager' not found! Comentario: Reporte de errores: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Mar 22 16:18:51 2007 Message: Module 'Kernel::Modules::AgentFileManager' not found! Traceback (2958): Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 204 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 ========= otrs.checkModules does not report any missing required modules How do I fix it? Thanks in advance! Regards, Zuzel.

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Re: [otrs] Backup.pl script Rotation feature doesn't work
by Mike Morris 22 Mar '07

22 Mar '07

Jeff -- thank you so much for this information, this is great!!! I'm the original poster, and have still never gotten around to looking into it. I'm excited to hear both the fix for my version, and that 2.1.6 holds some improvements that I have to look forward to!!1 Thanks again, MikeM > It looks like the backup.pl script has been modified in 2.1.6 and goes > about "rotation" in a different manner. However, I'm still using 2.0.4 > and I have the same problem you describe. > > I looked into it (didn't need all those backups filling up the > partition) in a bit more detail and the issue isn't the time part of the > date stamp. The issue is that there is an error in the variable used for > the backup directory. Line 132/133 currently reference Opts{'b'} when in > fact they should reference Opts{'d'}. Make that simple change to > backup.pl and the rotation feature will work properly. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Historical Quote: Above all, I know there is a Supreme Being who rules the affairs of men and whose goodness and mercy have always followed the American people, and I know He will not turn from us now if we humbly and reverently seek His powerful aid. - Grover Cleveland, Second Inaugural Address, March 4, 1893 ------------------------------------

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ticket age
by Matas Labasauskas 22 Mar '07

22 Mar '07

hello, i have one question here: strange, but after we described working hours (9-18), OTRS system continues to count (increase) ticket age after 18 oclock. OTRS documentation says that ticket age is calculated only from 9 to 18 after working hour are described. Best Regards -- Matas Labasauskas

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Variables and Replies
by Chris Watt 22 Mar '07

22 Mar '07

Hi Guys, I seem to be having some problems with the replies in OTRS. Whenever I sue one of the replies I have made, it puts the original message between my salutation and message. Now can I remove this so it only shows up AFTER the signature? I have tried all of the options I can think of and there is no where that I can see <OTRS_CUSTOMER_EMAIL> other than where I have put it in the signature (this doesn't seem to work though as it just displays a hash instead of the email). Does anyone have any ideas about that one? Also, is there a way to call the Agents Salutation or comment into an e-mail? I have tried OTRS_AGENT_Salutation and OTRS_AGENT_Comment but neither seem to give me anything other than a hash (which I assume means it doesn't work). Cheers guys ~Chris

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New message alert in OTRS Agent
by Marcos Kamada 22 Mar '07

22 Mar '07

Hi Folks! Every new message locked by me in OTRS generate a "You have a new message" red alert. This state don't change! How can I disable the new message alert? I try to set the "new ticket notification" in preferences to no, but don't work! Regards, ---------------------------- Marcos Mina Kamada _________________________________________________________________ MSN Hotmail, o maior webmail do Brasil. http://www.hotmail.com

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OTRS on Ubuntu 6.10 Server
by RainMkr 22 Mar '07

22 Mar '07

Dear All, First of all, i do apologize if this is not the proper channel to post my question on installing OTRS. I am a newbie so would appreciate if some kind soul can assist me. I am having some problems in installing OTRS on my ubuntu 6.10 server pc. I did a LAMP install via the ubuntu server CD. check apache okay. then i use apt-get install otrs2 to install the package from ubuntu repository According to this site: http://www.debianadmin.com/how-to-install-otrs-open-source-ticket-request-s… I am supposed to get the installation screen but i didn't. it just finish installed by itself and nothing comes up. I am sure i am missing something. Can anyone suggest what? Btw, i should tell you that i am running my ubuntu server on Virtual PC 2007. Thanks, RM ____________________________________________________________________________________ Don't pick lemons. See all the new 2007 cars at Yahoo! Autos. http://autos.yahoo.com/new_cars.html

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Re: [otrs] Backup.pl script Rotation feature doesn't work
by Jeff Baughn 21 Mar '07

21 Mar '07

It looks like the backup.pl script has been modified in 2.1.6 and goes about "rotation" in a different manner. However, I'm still using 2.0.4 and I have the same problem you describe. I looked into it (didn't need all those backups filling up the partition) in a bit more detail and the issue isn't the time part of the date stamp. The issue is that there is an error in the variable used for the backup directory. Line 132/133 currently reference Opts{'b'} when in fact they should reference Opts{'d'}. Make that simple change to backup.pl and the rotation feature will work properly. -Jeff > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Mike Morris > Sent: Thursday, February 01, 2007 4:00 PM > To: otrs(a)otrs.org > Subject: [otrs] Backup.pl script Rotation feature doesn't work > > I'm using the "backup.pl" script, which works fine and is a big help. > > > From looking at the code it's clear that the "-r XX" option is intended > to "rotate", or delete old, backups. I'm using the suggested "-r 30" > setting, but a couple of months into it, I have 60 backups, not 30 :-) > > > I took a look at the section that decides whether or not to delete a > dir, and it looks to me like maybe it used to use only a date string for > directory names, and now uses date_time... because the pattern matching > doesn't allow for the time portion. > > > Anyway, a quick test... I renamed an old directory from: > > > 2006-12-15_01-00 to just 2006-12-15 > > > and running "backup.pl -r 30 ..." deleted the directory as advertised. > > > I'm not able to take the time at the moment to fix this... but thought I > would document it for others, and maybe someone will come up with a fix > before I have the time to look at it... say, about 3 -- 6 months :-) > > > > > Mike Morris > The Music Place > 1617 Willowhurst Avenue > San Jose, CA 95125 > (408) 445-ARTS (2787) > ------------------------------------ > Your Free Quote: > Parachute for sale, cheap. > Only used once, never opened. > Slightly soiled. > ------------------------------------ >

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3 questions about: stats per user, per agent and about email notification
by Chris 21 Mar '07

21 Mar '07

Hello, I have 3 questions: How to have stats with number of tickets (closed or still open) and time accounting per customer (all tickets are open via Phone Ticket) ? Same question about agent ? About notification: when I open a phone ticket with "pending reminder", I get an email after the pending time: works fine except that the message comes with few minutes of delay. When I want to set an open ticket to pending state, I do not receive the notification after the pending date. Did I miss something in the config ? Thank you for your answerS :-)

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POP3 and SSL (idea)
by Miguel Angel Bayona Pérez 21 Mar '07

21 Mar '07

It seems that more and more, POP3 e-mail access is done via SSL (i.e. gmail). Current implementation in OTRS (i.e. PostMasterPOP3.pl) is done via Net::POP3 module which does not support SSL. Would it be possible (and easy) to repalce it with the Mail::POP3Client? Unfortunatelly, I'm not a perl guy and I cannot see how difficult it is. Is it a good idea?. Is it doable? http://search.cpan.org/~sdowd/Mail-POP3Client-2.17/POP3Client.pm -- --------------------------- Miguel Angel Bayona Pérez OPT Sistemas Avda. de los Prunos 11 28042 Madrid T. +34 913 717 710 M. +34 639 197 571 mabayona(a)optsistemas.com http://www.optsistemas.com ---------------------------

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Possible bug in OTRS - email address falsely marked as invalid
by Mike Morris 20 Mar '07

20 Mar '07

> We received an email from xxxx(a)hallo.ms. When our support operator tries > to send the reply, OTRS returns a message: "invalid config > (xxxx(a)hallo.ms) The email address works, we have confirmed this. > > Bug or feature? My guess is, the email address validation subroutine does > not know this relatively new domain. Feature. There's code to explicitly try to filter out test/junk addresses; in fact, I think it actually checks for mailbox names of "junk", "test" and "xxxx", etc. This is set in SysConfig, see "Config Options: Framework -> Core" and it's "CheckEmailInvalidAddress". The default regexp pattern to detect invalids is: @(aa|aaa|aaaa|aaaaa|abc|any|anywhere|anonymous|bar|demo|example|foo|hello| hallo|me|nospam|nowhere|null|some|somewhere|test|teste.|there|user|xx|xxx|xxxx )\.(..|...)$ Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Quote: I have never been so well pleased, as when I could shift power from my own, on[to] the sholders of others; nor have I ever been able to conceive how any rational being could propose happiness to himself from the exercise of power over others. - Thomas Jefferson, January 26, 1811, letter to Monsieur Destutt de Tracy ------------------------------------

1 0

Can I create stats for time units?
by Donald Musser 20 Mar '07

20 Mar '07

Hello everyone, I've had a bit of exposure to OTRS, as my company has been using it as our ticketing system for months now. We recently made the decision to start recording work units, and I wanted to know if anyone knew of a way to incorporate work units into the STATS objects. More specifically, I wanted to get the work units (by minutes or hours) for a particular ticket queue within a given time period. Any suggestions? ~Myles

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RE: [otrs] error message
by Sune T. Tougaard 19 Mar '07

19 Mar '07

Hi, I'm experiencing the same problem quite often. However, switching to "iso-8859-1" makes foreign characters (æ, ø, å (and probably others as well)) appear like garbled text. Both in usernames and subjects and and body of imported mails. Anyone aware of any other solutions that might help me? Thanks. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tabitha Stang Sent: Thursday, March 15, 2007 2:20 PM To: 'User questions and discussions about OTRS.org' Subject: AW: [otrs] error message Hi Peter, Thanks, that worked great! Greetings, Tabitha _____ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Beugen, Peter van Gesendet: Mittwoch, 14. März 2007 09:49 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] error message I had the same problem with a new OTRS installation, while never had the problem before. In the new installatio I used (as recommended) utf-8 charset. I switched back from 'utf-8' to 'iso-8859-1' charset and the problem disappeared..... Regards, Peter Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Tabitha Stang Verzonden: woensdag 14 maart 2007 9:40 Aan: 'User questions and discussions about OTRS.org' Onderwerp: AW: [otrs] error message Hi Salvador, Thanks for the quick answer! Yeah, I'm sure that'd work but having the perl script not recover at all is prety harsh (especially in unattended situations like at 2am.) Would it be possible for perl to trap such an error? (Sorry, I'm not a perl guru.) Thanks! Tabitha _____ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Salvador Manzo Gesendet: Dienstag, 13. März 2007 18:11 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] error message POP3 clients occasionally fall over on a particular header. When this happens, you usually need to use an alternate client to log into the mailbox and manually zap the problem message. On 3/13/07 09:48, "Tabitha Stang" <stang(a)cleverbridge.com> wrote: Hi OTRS List, I'm using OTRS 2.1.6. PostMasterPOP3.pl dies on a bad message with the following error: Message 18/759 (imap-test(a)pop3.cgn.cleverbridge.com) Safety protection waiting 2 second till processing next mail... Malformed UTF-8 character (unexpected non-continuation byte 0x63, immediately after start byte 0xfc) in pattern match (m//) at /usr/pkg/otrs/Kernel/cpan-lib/MIME/Words.pm line 223. Malformed UTF-8 character (fatal) at /usr/pkg/otrs/Kernel/cpan-lib/MIME/Words.pm line 223. What makes things worse is, the next time it starts up, it starts with message #1 and dies again on #18. And then again, rinse and then repeat. What to do? Help! Tabitha ----- Salvador Manzo [ 620 W. 35th St * Los Angeles, CA 90089 e. manzo(a)usc.edu ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 --- "Sometimes it is said that man can not be trusted with government of himself. Can he, then, be trusted with the government of others? Or have we found angels in the forms of kings to govern him? Let history answer this question." -- Thomas Jefferson (First Inaugural Address, 3/4 1801)

1 0

Ticket Age Time
by Andreas.Plaul＠jpn.tuv.com 19 Mar '07

19 Mar '07

Hello, I have an issue with the ticket age time. In all views the ticket is aging infinite (default behavior) even when the status is set to closed. Now my management wants to change that to see the time between ticket creating (create_time) and ticket closing. I remember that last year the only way to do this, was to alter the ticket.pm and the ticket table in MySQL. Like in this link: http://www.opensubscriber.com/message/otrs@otrs.org/3250025.html My question now, did somebody come up with a more convenient way (especially because of updating OTRS to a new version)? I know the solution from the above link works, but it is really altering OTRS, so I am looking for a better way/ Best Regards, Andreas Plaul -- This message has been scanned for viruses and malicious content by TUV Rheinland Japan's perimeter scanner, and is believed to be clean.

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To the Group FS / DB, not a prob just a question?
by Dave Wojciechowski 17 Mar '07

17 Mar '07

Hello, all, question for the group, I have OTRS running in DB storage mode right now for everything articles and attachments because I don't have a redundant solution for the host server. The db is off server so that is in a safe place and has a good bit of storage. How much of a speed difference is there w/ the db being 1 on server and 2 using fs for storage of articles and attachments? Also are you using this config and have used the other and seen the change in the speed? Also what are ppl's load time for say phone ticket after keying in a search for the customer and then also for selecting a queue. I'm seeing about 4 seconds. I'm also seeing about the same for viewing articals in the ticket. Thanks

1 0

Ticket Rejections and Replies
by John Blumel 16 Mar '07

16 Mar '07

I'm a little confused about the the whole ticket rejection thing and which replies are sent, or if different circumstances result in different replies. First, there's the "Default rejection (Follow-up on closed ticket)", type "auto-reject" auto-response that would seem to do what the name suggests, yet a followup to a closed ticket seems to reopen it. Is this somehow time dependent and, if so, where is that configured. Then, there are the "PostMaster::PreFilterModule::NewTicketReject::..." entries in "Core::Postmaster", and filter rules that would result in tickets being rejected. So, which of these applies when and why? Any light anyone can shed on this would be greatly appreciated. John Blumel

1 0

Possible bug in OTRS - email address falsely marked as invalid
by Jan Miczaika 16 Mar '07

16 Mar '07

We received an email from xxxx(a)hallo.ms. When our support operator tries to send the reply, OTRS returns a message: "invalid config (xxxx(a)hallo.ms) The email address works, we have confirmed this. Bug or feature? My guess is, the email address validation subroutine does not know this relatively new domain. -- Geschäftsführer / Managing Director Hitflip Media Trading GmbH www.hitflip.de - new: www.hitflip.co.uk Tel. +49-(0)221-272407-27 Fax. 0221-272407-22 HRB 59046, Amtsgericht Köln Geschäftsführer: Andre Alpar, Jan Miczaika, Gerald Schönbucher

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Archiving OTRS
by Danie 16 Mar '07

16 Mar '07

Hi , We are looking at ways to archive our existing OTRS data to ease the load on our production server. We are using the ArticleStorageFS method of storing emails , now we are backing up the data at 3 hour intervals and this seems to "slow down" OTRS because our backup system (Bacula , great open source backup solution btw :)) needs to scan the whole article directory. How can we move the MySQL data as well as the article data , without losing any references between the ticket data and the article data? How does OTRS store the ticket data in the DB? As you can see this is quite an unique situation , and any suggestions will be greatly appreciated. Daniel

3 4

Collecting feedback after a ticket is closed
by Jan Miczaika 16 Mar '07

16 Mar '07

Hello, I would like to collect feedback from the customer after a ticket is closed. There is a survey module in OTRS. Does this fulfill this purpose? Where can I find more documentation on the survey module? It is missing in the online manual (section 16). If I cannot use the survey module, I would like to call a URL once a ticket is closed (either successfully or unsuccessfully). The URL should contain (at least) the ticket number and the recipients email address. This is a job for the GenericAgent, right? Can I extend the ARG array passed to the CMD? I could point this to a bash script or to wget. Thanks Jan -- Geschäftsführer / Managing Director Hitflip Media Trading GmbH www.hitflip.de - new: www.hitflip.co.uk Tel. +49-(0)221-272407-27 Fax. 0221-272407-22 HRB 59046, Amtsgericht Köln Geschäftsführer: Andre Alpar, Jan Miczaika, Gerald Schönbucher

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RE: Got error 134 from storage engine
by Grant, DM (Donna) 16 Mar '07

16 Mar '07

Grant, DM ((Donna)) wrote: > Can anyone help? OTRS is not currently returning any results on the > ticket search even though I know there are some matches. I have > included the lines from our logs. > > <snip> What version of OTRS? Did you recently upgrade? If so, was the database schema updated as well? Nils Breunese. OTRS 2.0.4. We haven't recently upgraded.

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