- otrs - OTRS mailing lists

creating new e-mail tickets
by Tabitha Stang 16 Mar '07

16 Mar '07

Hi, When creating a new ticket using the "e-mail ticket" button, unfortunately we don't have access to the pre-canned responses that we've saved in the OTRS admin section. These responses are only accessible from e-mail tickets that are already assigned to a queue. How can we make it possible to access the responses from the "EmailNew" view? I looked through the Sysconfig but didn't see anything like this there. This is really critical for us. Thanks! Tabitha

4 3

Customer AutoResponses no longer working
by Salvador Manzo 15 Mar '07

15 Mar '07

Not sure what I managed to change, but customer autoresponses are no longer going out for new tickets. The ticket is entered, and the Agent notifications are generated, but the autoresponse no longer gets sent to the customer if they email in a new ticket. --- 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 "Each State, in ratifying the Constitution, is considered as a sovereign body, independent of all others, and only to be bound by its own voluntary act. In this relation, then, the new Constitution will, if established, be a FEDERAL, and not a NATIONAL constitution." -- James Madison (Federalist No. 39, 1788)

1 1

RE: [otrs] creating new e-mail tickets
by David Sexton 15 Mar '07

15 Mar '07

I suppose that you could add some canned responses as FAQ articles. The FAQ modulr is accessible from 'Create Email Ticket'. Dave _____ From: Tabitha Stang [mailto:stang@cleverbridge.com] Sent: 15 March 2007 15:06 To: 'User questions and discussions about OTRS.org' Subject: [otrs] creating new e-mail tickets Hi, When creating a new ticket using the "e-mail ticket" button, unfortunately we don't have access to the pre-canned responses that we've saved in the OTRS admin section. These responses are only accessible from e-mail tickets that are already assigned to a queue. How can we make it possible to access the responses from the "EmailNew" view? I looked through the Sysconfig but didn't see anything like this there. This is really critical for us. Thanks! Tabitha ----------------------------------------------- Visit us at NISC 8 : 16th to 18th May 2007 : www.nisc.org.uk Any opinions expressed in this message are those of the individual and not necessarily the company. This message and any files transmitted with it are confidential and solely for the use of the intended recipient. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this message in error and that any use is strictly prohibited. Sapphire Technologies Ltd Registered office is Globe House, Station Street, Stockton-on-Tees, Cleveland TS20 2AB Registered in England No. 3183935. VAT Reg. No. 664 8748 81 http://www.sapphire.net

1 0

Access to the MYSQL database
by Getchell, Adam 15 Mar '07

15 Mar '07

Hello, I'm looking to directly connect to the OTRS database (with Aquadata Studio), so I can run some reports not in the system. Before I do that, I have to allow my host to connect to MySQL. Before I do that, I have to be able to login to the OTRS database (with MySQL Administrator) to set the permissions. So -- where do I find the username/password info? I've been looking at the OTRS 2.0 Administrator manual, but I haven't found where this is documented. Thanks, *************** * Adam Getchell, M.S. * Director of Information Technology * College of Agricultural & Environmental Sciences * acgetchell(a)ucdavis.edu (530)752-8008 *************** "Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu

4 3

error message
by Tabitha Stang 15 Mar '07

15 Mar '07

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

3 4

custom agent help
by Jim McBurnett 14 Mar '07

14 Mar '07

Hello, I wanted to build a custom agent that will do this: Take emails from ABC(a)abc.com with the ticket # in the ticket and place it in the ticket in the same manner as if the subject was [Ticket#2007etc] The subject would only contain 2007.... but not the [] or Ticket# And these only come from the same email address or the same address suffix abc.com Anyone done that before? Is there a way to dissect the subject to do this? Did I miss that in the DOCS? Thanks, Jim

1 0

State after Agent -> Customer email
by John Blumel 14 Mar '07

14 Mar '07

So, the default state on tickets after an agent replies to a customer inquiry, seems to be "closed succesful" I'm not sure if this is the default default, or if we have inadvertently changed it, but how can we change it to default to "open" John Blumel

2 2

otrs + php5
by bradis 14 Mar '07

14 Mar '07

Hi! :) Installed OTRS 2.1.6 finally - all was ok, but than there was some need to install php5, after it httpd gets several simular error on perl, like it was before. Any ideas? Vbrgs!

2 2

customer ldap auth (help with basic concepts)
by mike conigliaro 14 Mar '07

14 Mar '07

here is how it works as i understand it: 1.) customer tries to log in 2.) otrs authenticates user via ldap 3.) if authentication is successful, otrs tries to look up the user's attributes in the customer_user table. if the attributes are found, the login is successful. if no data exists for the user in customer_user, the login ultimately fails, and you get an error like this in the log: <snip> [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth record in 'customer_user' for 'xxx' (REMOTE_ADDR: x.x.x.x) </snip> so it appears that you need to create the user twice. once in ldap, and once in otrs. this kinda defeats the purpose of ldap, but ok, fine. now what happens if the users already exist in ldap, and you want to give them access to the customer interface? i log into the admin section to add the otrs account, but this is the message i get: <snip> ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Wed Jan 31 14:27:25 2007 Message: User already exists 'xxx'! </snip> ok, so i guess theres no way to add this user since they already exist in ldap. does this mean i always have to add the otrs account first? there are so many steps and caveats involved here that i cant imagine im doing this right. ldap is supposed to make my life easier, not harder. so how does everyone else do customer ldap authentication in otrs? -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

3 4

Customer Database Oddities
by David Sexton 14 Mar '07

14 Mar '07

Hi, I have managed to get OTRS talking to our CRM system using a table view. From this, we can pull relevant user information. I have two problems, neither of wich are show-stoppers :) When a ticket is created, either through an incoming email or the "Ticket-Email" module, the customer details are not immediately visible. I need to use the 'AgentTicketCustomer' function to search on the email address that has been picked up to get it to display the customer details. Similarly, in "AgentTicketEmail", the Customer Info block on the right hand side of the ticket does not get updated. We have a secondary Customer Database using Active Directory, and this updates fine automatically. Secondly, the database has a unique numeric identifier for each customer contact which is ideal to use as an internal customer ID. This number is completely meaningless to our agents, so I would like to be able to hide this in the web UI. However, I cannot seem to do this in the 'AdminCustomerUser' screen, I always end up with a column containing the number. It would also be nice to display a customer's name instead of the numeric ID when viewing ticket queues. I have tried playing with the dtl files but can't seem to work the correct magic. Is there any way fo getting a list of available variable substitutions for a dtl? My CustomerUser definition is below. Am I doing something wrong, or am I asking something that OTRS does not do (if so, can someone point me in the direction of where in the code I can prod and poke to make it do this please?) Thanks in Advance, Dave ----------------------------- $Self->{CustomerUser} = { Name => 'Database', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:ODBC:OTRS', User => 'otrsuser', Password => '********', Table => 'otrs_customers', Type => 'mssql' }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'email', CustomerUserListFields => ['company_name', 'first_name', 'last_name', 'email'], CustomerUserSearchFields => ['first_name', 'last_name', 'email', 'company_name', 'full_name', 'uid'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['first_name','last_name'], AdminSetPreferences => 0, CustomerUserExcludePrimaryCustomerID => 0, # 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', '', 1 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 0, 'var', '', 1 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 0, 'var', '', 1 ], [ 'UserEmail', 'Email', 'email', 1, 0, 'var', '', 1 ], [ 'UserCustomerID', 'CustomerID', 'uid', 0, 0, 'var', '', 1 ], [ 'UserLogin', 'CustomerLogin', 'email', 0, 0, 'var', '', 1 ], [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 1 ], [ 'UserComment', 'Company', 'company_name', 1, 0, 'var', '', 1 ], ], }; ------------------------------ ----------------------------------------------- Visit us at NISC 8 : 16th to 18th May 2007 : www.nisc.org.uk Any opinions expressed in this message are those of the individual and not necessarily the company. This message and any files transmitted with it are confidential and solely for the use of the intended recipient. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this message in error and that any use is strictly prohibited. Sapphire Technologies Ltd Registered office is Globe House, Station Street, Stockton-on-Tees, Cleveland TS20 2AB Registered in England No. 3183935. VAT Reg. No. 664 8748 81 http://www.sapphire.net

1 0

Problems with mod_perl
by Alexander Scholler 14 Mar '07

14 Mar '07

Hi, my OTRS v2.1.4 runs * under SuSE 9.3 Prof * with Apache v1.3.34 (self-compiled) * with mod_perl v1.29 (self-compiled, I don't know a newer version) * in UTF8-mode with MySQL 4.1 and ArticleStorageFS I have the problem that * Attachments received by mail and downloaded within the agent-gui are corrupted * PDF-printings of ticket-zooms are corrupted BUT ONLY when I use mod_perl. When I run OTRS on CGI, all works fine! Are there any problems known in teamplaying of the above mentioned software-versions? (I want to use mod_perl because of great performance enhancement.) I appreciate every hint. Bye, Alex

2 1

Oracle 10g problem
by sfeher＠bluesystem.hu 13 Mar '07

13 Mar '07

Hi, I succesfully fired up the otrs 2.1.6 under a debian sarge box. I set up an Oracle XE client on it as well. I modified the Config.pm and CheckDb.pl said it's okay. Now after I try to log in I get the following: Software error: Can't call method "fetchrow_array" on an undefined value at /opt/otrs//Kernel/System/DB.pm line 508. This is the cvs version I also tried. (In the 2.1.6 the line number is 473). I checked the Db.pm and this is a fetchrow function which decides the backend db support limitation or not. Oracle does not as you might know. I could provide a database access for testing purposes (10g Express) if it would help you. Regards., Sandor -- Üdvözlettel/Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. mailto:sfeher@bluesystem.hu http://www.bluesystem.hu [ - real men don't click - ]

2 1

RE: [otrs] Upgrading from Source 2.1.3 -> 2.1.6
by David Sexton 12 Mar '07

12 Mar '07

I've just gone from 2.1.5 to 2.1.6, and kept the following .. Kernel/Config.pm Kernel/Config/Files/ZZZAuto.pm Kernel/Config/Files/ZZZAAuto.pm Scripts/apache2-httpd.include.conf Scripts/apache2-perl-startup.pl Hope that helps, Dave -----Original Message----- From: Steven Carr [mailto:s.j.carr@khipu-networks.com] Sent: 09 March 2007 15:30 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Upgrading from Source 2.1.3 -> 2.1.6 Anyone any ideas of which config files I need to rescue? Thanks Steve Steven Carr wrote: > What is the procedure for upgrading from source, the UPGRADING > document doesn't seem to contain any information on this. > > In particular I know it should be a basic "drop the new files over the > top" replacement but which config files to I need to move to one side > and then put back when the upgrade is complete. > > Any help on this would be much appreciated. > > Thanks > > Steve > > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > 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/ -- Steven Carr Engineer - Khipu Networks support(a)khipu-networks.com Secure - Compliant - Infrastructure ----------------------------------------------- Visit us at NISC 8 : 16th to 18th May 2007 : www.nisc.org.uk Any opinions expressed in this message are those of the individual and not necessarily the company. This message and any files transmitted with it are confidential and solely for the use of the intended recipient. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this message in error and that any use is strictly prohibited. Sapphire Technologies Ltd Registered office is Globe House, Station Street, Stockton-on-Tees, Cleveland TS20 2AB Registered in England No. 3183935. VAT Reg. No. 664 8748 81 http://www.sapphire.net

6 13

Automatic BCC on Answer - Selective By Queue
by David Quick 12 Mar '07

12 Mar '07

Hello list, I would like to set up the following scenario on a per-queue basis - has this functionality been implemented yet? Scenario: Any time an agent sends an answer from queue FOO, automatically add FOO-staff at mydomain.net to the BCC field by default. Please let me know if anyone has this working - we're currently using OTRS v2.1.5 on CentOS. Regards, David -- David Quick dquick(a)lambdares.com Chief Network Architect / IT Manager Lambda Research Corporation 25 Porter Road Littleton, MA 01460

1 0

Change order of the subject
by Serge ALGAROTTI 12 Mar '07

12 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

Got error 134 from storage engine
by Grant, DM (Donna) 12 Mar '07

12 Mar '07

Hi, 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. -e: DBD::mysql::st execute failed: Got error 134 from storage engine at /opt/otrs//Kernel/System/DB.pm line 440, <PRODUCT> line 48. ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Fri Mar 9 16:56:13 2007 Message: Got error 134 from storage engine, SQL: 'SELECT at.id FROM article at WHERE at.ticket_id = 50644 ORDER BY at.id' Traceback (3460): Module: Kernel::System::Ticket::Article::ArticleIndex (v1.94) Line: 855 Module: Kernel::System::Ticket::Article::ArticleFirstArticle (v1.94) Line: 789 Module: Kernel::Modules::AgentTicketSearch::Run (v1.10) Line: 304 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 [Fri Mar 9 16:56:13 2007] -e: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs//Kernel/System/DB.pm line 477, <PRODUCT> line 48. ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Fri Mar 9 16:56:13 2007 Message: No article found for TicketID 50644! Traceback (3460): Module: Kernel::System::Ticket::Article::ArticleFirstArticle (v1.94) Line: 795 Module: Kernel::Modules::AgentTicketSearch::Run (v1.10) Line: 304 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 Thanks, Donna

2 1

TimeWorkingHours
by Nuno Miguel da Cruz Neves 11 Mar '07

11 Mar '07

Hello. I'm installing otrs, and I have a question. Can I define the Working Hours in an hal-four period? This is because we have a particular case where the working hours are from 8h30 to 17h30. Thank you, Nuno

1 0

CentOS 4.4 + otrs 2.1.6 ( again :-) )
by bradis 10 Mar '07

10 Mar '07

Hi! So what we have -> CentOS 4.4 and OTRS 2.1.6 ( rpm ) Started to use -> http://www.howtoforge.com/otrs_centos4.4 When come to : "7. Install packages. The order is important, so install in this exact order. install CGI Date::Pcalc Date::Format DBI DBD::mysql Digest::MD5 LWP::UserAgent MIME::Base64 MIME::Tools GSSAPI Net::DNS Authen::SASL IO::Socket::SSL Convert::ASN1 XML::SAX::Base" got error -> All tests successful. Files=11, Tests=175, 27 wallclock secs ( 6.43 cusr + 0.89 csys = 7.32 CPU) /usr/bin/make test -- OK Running make install Installing /usr/lib/perl5/site_perl/5.8.5/IO/Socket/SSL.pm Installing /usr/share/man/man3/IO::Socket::SSL.3pm Writing /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/IO/Socket/SSL/.packlist Appending installation info to /usr/lib/perl5/5.8.5/i386-linux-thread-multi/perllocal.pod /usr/bin/make install -- OK Convert::ASN1 is up to date (0.21). XML::SAX::Base is up to date (1.02). Failed during this command: CAPTTOFU/DBD-mysql-4.003.tar.gz : make_test NO cpan[3]> Any ideas? Because it looks like that it cause problem with httpd+perl module after. [root@xxx001 ~]# /etc/init.d/httpd start Starting httpd: [Sat Mar 10 19:42:16 2007] [error] Can't locate Apache.pm<http://apache.pm/>in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at /usr/lib/perl5/5.8.5/CGI.pm line 195.\nCompilation failed in require at /opt/otrs/scripts/apache2- perl-startup.pl line 17.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.plline 17.\nCompilation failed in require at (eval 2) line 1.\n [Sat Mar 10 19:42:16 2007] [error] Can't load Perl file: /opt/otrs/scripts/apache2- perl-startup.pl for server 001.xxx:80, exiting... [FAILED] Hope to hear from you! Vbrgs!

3 3

Re: otrs Digest, Vol 44, Issue 18
by Mike Morris 09 Mar '07

09 Mar '07

> Is anybody using Jaspr reports for OTRS reporting? > Jasper reports is an open source, Java based reporting > toolset: http://jasperforge.org/sf/projects/jasperreports I've heard of it... frankly, though, for reporting, and many simple apps, nothing beats CFML for productivity. I use the BlueDragon server for simple stuff like this. > I just created my first (useless) report, If you're looking for useless reports, I've got 'em by the truckload :-) > The very useful feature would be that people can start contributing > reports for other people to use, A report repository would be awesome... but not everyone will want to use Jasper. So in addition to the product specific definition, > Now I need to start looking at the otrs schema and build some real > useful reports Documenting the report/schema SQL used would be useful to post, too. That would permit easy migration to other reporting tools, and actually represents most of the development effort! Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Quote: A government big enough to give you everything you want is also big enough to take everything you have. - Gerald Ford ------------------------------------

3 5

RE: [otrs] Agent add Note and notifications
by David Sexton 09 Mar '07

09 Mar '07

I thought that note-external is intended to show information coming in from an external source, like a reply from a supplier's helpdesk system. These are also not sent to your customer.... Or is my installation not working properly? Dave -----Original Message----- From: Salvador Manzo [mailto:manzo@usc.edu] Sent: 09 March 2007 16:21 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Agent add Note and notifications You should also be able to change the note to note-external with the same effect. On 3/9/07 04:01, "David Sexton" <David.Sexton(a)sapphire.net> wrote: > Hi Davide, > > From my understanding, the purpose of notes is to add data to the > ticket that agents can see, but the customer cannot. The 'Compose > Answer (email) adds information to the ticket like a note, but also > sends it to the customer. > > Dave > > -----Original Message----- > From: Davide Bortolini [mailto:Davide.Bortolini@dopla.it] > Sent: 09 March 2007 11:02 > To: otrs(a)otrs.org > Subject: [otrs] Agent add Note and notifications > > Hi, > when i add a note to a ticket, by default the owner is notified. Is it > possible to notyfy the customer too that someone added a note?? > > ----------------------------------------------- > Visit us at NISC 8 : 16th to 18th May 2007 : www.nisc.org.uk > > Any opinions expressed in this message are those of the individual and > not necessarily the company. This message and any files transmitted > with it are confidential and solely for the use of the intended > recipient. If you are not the intended recipient or the person > responsible for delivering to the intended recipient, be advised that > you have received this message in error and that any use is strictly prohibited. > > Sapphire Technologies Ltd > Registered office is Globe House, Station Street, Stockton-on-Tees, > Cleveland TS20 2AB Registered in England No. 3183935. > VAT Reg. No. 664 8748 81 > > http://www.sapphire.net > _______________________________________________ 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/

2 1

RE: [otrs] Agent add Note and notifications
by David Sexton 09 Mar '07

09 Mar '07

Hi Davide, From my understanding, the purpose of notes is to add data to the ticket that agents can see, but the customer cannot. The 'Compose Answer (email) adds information to the ticket like a note, but also sends it to the customer. Dave -----Original Message----- From: Davide Bortolini [mailto:Davide.Bortolini@dopla.it] Sent: 09 March 2007 11:02 To: otrs(a)otrs.org Subject: [otrs] Agent add Note and notifications Hi, when i add a note to a ticket, by default the owner is notified. Is it possible to notyfy the customer too that someone added a note?? ----------------------------------------------- Visit us at NISC 8 : 16th to 18th May 2007 : www.nisc.org.uk Any opinions expressed in this message are those of the individual and not necessarily the company. This message and any files transmitted with it are confidential and solely for the use of the intended recipient. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this message in error and that any use is strictly prohibited. Sapphire Technologies Ltd Registered office is Globe House, Station Street, Stockton-on-Tees, Cleveland TS20 2AB Registered in England No. 3183935. VAT Reg. No. 664 8748 81 http://www.sapphire.net

3 2

Upgrading from Source 2.1.3 -> 2.1.6
by Steven Carr 09 Mar '07

09 Mar '07

What is the procedure for upgrading from source, the UPGRADING document doesn't seem to contain any information on this. In particular I know it should be a basic "drop the new files over the top" replacement but which config files to I need to move to one side and then put back when the upgrade is complete. Any help on this would be much appreciated. Thanks Steve -- Steven Carr Engineer - Khipu Networks support(a)khipu-networks.com Secure - Compliant - Infrastructure

2 4

eMails with wide characters blocking mailbox
by Falko Zurell 09 Mar '07

09 Mar '07

Hello, I got an OTRS installation on a Redhat ES Linux 4 box. This OTRS fetches mails from our Exchange 2003 server. Sometimes there are mails with special characters in the subject header. The OTRS PostMasterPOP3.pl will fail on these mails and thus no tickets will be fetched until this blocking mail is removed manually from the Mailbox. The problem seems to be in one of the Perl-Modules OTRS is using. This is the error message I get when running the PostMasterPOP3.pl from the command line: Message 3/17 (helpdesk(a)x1.ads.i-dmedia.com) Wide character in syswrite at /usr/lib/perl5/5.8.5/Net/Cmd.pm line 436. Is there a way to fix this problem? Thanks and kind regards --- Falko Zurell Head of Application Management /i-d media AG Ohlauer Straße 43 D-10999 Berlin Tel +49 (0)30 - 2 59 47 - 357 Fax +49 (0)30 - 2 59 47 - 471 www.idmedia.com _______________________________________________ Board: Regine Haschka-Helmer (CEO), Franz Klose (CFO) Chairman of the Supervisory Board: Christian A. Hufnagl Headquarters: Berlin, Place of Jurisdiction: Berlin HRB 76342 UST-Id. DE812698340 _______________________________________________ This message may contain confidential information and must not be copied, disclosed or used by anybody other than the intended recipient. If you have received this message in error, please notify us immediately by reply e-mail and delete all records of the message from your computer. The views represented in this message are solely those of the author. Neither the author nor I-D Media AG accepts any liability for the contents of this message.

1 0

UI text change
by John Blumel 09 Mar '07

09 Mar '07

I was wondering if there is an easy way to change the label on the Customer Comment field, throughout the Web UI, from "Comment" to "Phone Number"? If not, what's the best hard way? John Blumel

2 1

Agent add Note and notifications
by Davide Bortolini 09 Mar '07

09 Mar '07

Hi, when i add a note to a ticket, by default the owner is notified. Is it possible to notyfy the customer too that someone added a note?? Thanks Davide Bortolini . Davide.Bortolini(a)dopla.it phone: +39 0422 784784 - fax: +39 0422 784788 DOpla S.p.A. Via Nuova Trevigiana, 126 Casale sul Sile (TV) - Italy phone: +39 0422 7848 - fax: +39 0422 784788 www.dopla.it Questo messaggio è stato spedito da DOplaS.p.A. Il suo contenuto e gli eventuali allegati sono strettamente confidenziali e ne sono vietati la diffusione e l'uso non autorizzato. L'azienda non assume inoltre nessuna responsabilità per eventuali intercettazioni, modifiche o danneggiamenti. Qualora il presente messaggio Le fosse pervenuto per errore, Le saremmo grati se lo distruggesse e ce ne comunicasse via e-mail l'errata ricezione all'indirizzo mail.error(a)dopla.it This message is being sent from DOpla S.p.A. and may contain privileged and confidential information intended solely for person to whom it is addressed. If you think, for any reason, that this message may have been addressed to you in error, you must not disseminate, copy, use, disclose or take any action or reliance on it, and we would ask you to delete it immediately without retaining a copy and notify us by sending an e-mail to mail.error(a)dopla.it.

1 0

Agent add Note and notifications
by Davide Bortolini 09 Mar '07

09 Mar '07

Hi, when i add a note to a ticket, by default the owner is notified. Is it possible to notyfy the customer too that someone added a note?? Tahnks Davide Bortolini System Administrator Davide.Bortolini(a)dopla.it phone: +39 0422 784784 - fax: +39 0422 784788 DOpla S.p.A. Via Nuova Trevigiana, 126 Casale sul Sile (TV) - Italy phone: +39 0422 7848 - fax: +39 0422 784788 www.dopla.it Questo messaggio è stato spedito da DOplaS.p.A. Il suo contenuto e gli eventuali allegati sono strettamente confidenziali e ne sono vietati la diffusione e l'uso non autorizzato. L'azienda non assume inoltre nessuna responsabilità per eventuali intercettazioni, modifiche o danneggiamenti. Qualora il presente messaggio Le fosse pervenuto per errore, Le saremmo grati se lo distruggesse e ce ne comunicasse via e-mail l'errata ricezione all'indirizzo mail.error(a)dopla.it This message is being sent from DOpla S.p.A. and may contain privileged and confidential information intended solely for person to whom it is addressed. If you think, for any reason, that this message may have been addressed to you in error, you must not disseminate, copy, use, disclose or take any action or reliance on it, and we would ask you to delete it immediately without retaining a copy and notify us by sending an e-mail to mail.error(a)dopla.it.

1 0

Help with ValidIDs
by Phil Snowdon 09 Mar '07

09 Mar '07

I'm trying to use our existing billing database (Boardtown Platypus) as the CustomerUser Database. Most fields are fine, except I want to use the 'active' field as the validity indicator. Values are Y - valid, N - invalid, H - invalid-temporarily. Looking at Kernel/System/DB.pm it looks like I should be able to set $Self->{ValidIDs} to a correct fixed list rather than looking values up in a 'valid' table. What is the correct location and syntax to do this? I have searched the english list archives. I have tried setting ValidIds => ['Y'] in various places in Config.pm without much luck OTRS 1.3.2 Phil

1 0

Print a ticket question
by Jim McBurnett 08 Mar '07

08 Mar '07

Hello, I was looking at the print ticket function, and I was wondering if there is a way for the agent to print a ticket and exclude the internal notes. The customer user can do this, but there is no way to do this as an agent. Is there a way to make this happen? Thanks, Jim

1 0

RE: [otrs] removing ticket value from subject line
by Salvador Manzo 08 Mar '07

08 Mar '07

Wonderful, thank you. We've only entered about two dozen tickets so far, so it shouldn't be too bad. -----Original Message----- From: "Jeff Shepherd" <jeffs(a)tolisgroup.com> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: 3/8/2007 10:30 AM Subject: Re: [otrs] removing ticket value from subject line Hi, Do it now while you can. I implemented it about a month after the system was running and it did mess things up a bit. Not too bad though, a lot of ticket merging had to happen. Under the Admin section, go to SysConfig. Then, from the pull down menu under Group Selection, select Ticket and then click Show. Click on Core::Ticket. Scroll down to Ticket::NumberGenerator and select AutoIncrement. This will make the tickets only 7 characters. There is an explanation there as well. Hope that helps. Jeff Shepherd Technical Specialist jeffs(a)tolisgroup.com TEL: 480-505-0488 x223 FAX: 480-505-0492 "Success usually comes to those who are too busy to be looking for it" - Henry David Thoreau (1817-1862) Salvador Manzo wrote: > Jeff, > How would you go about shortening it? I'm currently vacillating between > using the full ticket number (I'm using timestamped tickets) or the ticket > ID. I've already got some tickets in the system, and am not sure if I can > flip that particular setting to incremental without doing harm to the > database. > > > On 3/8/07 08:27, "Jeff Shepherd" <jeffs(a)tolisgroup.com> wrote: > > >> Hi Tabitha, >> You can always shorted the ticket number so that you don't have one that >> takes up the whole subject line. That's what I did. It also makes it >> easier to get from customers over the phone and agent-to-agent >> communication as well. >> >> -Jeff >> >> EDV Tekomedia wrote: >> >>> Hello Tabitha, >>> I don't think that it is intended to be changed, because the Ticket >>> Number is the identifier of the ticket. >>> As far as I can see, it is not integrated in the headers of the >>> answering mail, so if you don't answer with the Ticket Number, danger is >>> very great that every answer of the customer is treated as a new ticket >>> instead of being attached to the existing one. >>> I wouldn't do so. >>> Greetings >>> >>> EDV Tekomedia >>> Markus Nagel >>> >>> Tekomedia GmbH >>> Castroper Str.12 >>> D-44791 Bochum >>> >>> T: +49 (0)234 8939-0 >>> F: +49 (0)234 8939-28 >>> >>> ------------------------------------------------------- >>> Tekomedia GmbH >>> Castroper Str. 12, 44791 Bochum >>> Reg.-gericht Bochum HRB 6537 >>> St.- Nr.: 306 5867 0873 >>> Geschäftsführung: Hans-Günter Oberlindober >>> >>> Tabitha Stang schrieb: >>> >>> >>>> Hi, >>>> >>>> >>>> >>>> I¹ve been looking through the sysconfig, but haven¹t been able to figure >>>> this out. >>>> >>>> >>>> >>>> When I compose an answer, the subject line automatically gets a ticket >>>> number, like this: >>>> >>>> Re: [Ticket#2007022010000089] Software >>>> >>>> >>>> >>>> I would like it to have no ticket number, like this: >>>> >>>> Re: Software >>>> >>>> >>>> >>>> How do I change this? >>>> >>>> >>>> >>>> Thank you! >>>> >>>> Tabitha >>>> >>>> >>>> >>>> >>>> ------------------------------------------------------------------------ >>>> >>>> _______________________________________________ >>>> 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/ >>>> >>>> >>> ____________ >>> Virus checked by G DATA AntiVirusKit >>> Version: AVK 17.3139 from 08.03.2007 >>> Virus news: www.antiviruslab.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/ >>> >>> >> _______________________________________________ >> 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/ >> > > --- > 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 > > _______________________________________________ > 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/

2 1

Search address book problem
by Swen Wulf 08 Mar '07

08 Mar '07

Hi, I just updated to the latest version, 2.1.6. One of my users said that when he is doing a search for a customer in the address book the information doesn't pop up anymore. I looked at this problem and from what I can tell is that perhaps the earlier versions searched on all fields in the CustomerDB (i.e. the whole email address) and the later versions only searches in the name portion and the Customer ID. Can somebody verify this and if so, how can I change this behavior. Thanks, - Swen

1 1

removing ticket value from subject line
by Tabitha Stang 08 Mar '07

08 Mar '07

Hi, I've been looking through the sysconfig, but haven't been able to figure this out. When I compose an answer, the subject line automatically gets a ticket number, like this: Re: [Ticket#2007022010000089] Software I would like it to have no ticket number, like this: Re: Software How do I change this? Thank you! Tabitha

4 4

adding customer last names to responses
by Tabitha Stang 08 Mar '07

08 Mar '07

Hi, In my salutations, I would like to say the German equivalent of "Dear Mr. [lastname]" and have the lastname automatically inserted. It doesn't seem to be reading the last name when I use the option <OTRS_CUSTOMER_LASTNAME>. Is this wrong? Procedure that I'm using: - Setup signature with body "Sehr geehrter Herr <OTRS_CUSTOMER_LASTNAME>" - Reply to message (for example a message from: 'Tabitha Stang' stang(a)cb.com) As a result, I get "Sehr geehrter Herr -," when it should say "Sehr geehrter Herr Stang". How do I fix this? Thanks so much! Tabitha

3 4

States and State Types
by John Blumel 08 Mar '07

08 Mar '07

Hi, I'm new to OTRS and was wondering if there is some documentation available explaining the various default states and the state types. The Admin manual doesn't really (as far as I've been able to see) explain much about how the different types behave or, for example, what causes a "pending auto close+" ticket to close, or how or when a "pending reminder" ticket might generate a reminder. Thanks for any info on this topic. John Blumel

2 6

Database question
by Bas Rijniersce 08 Mar '07

08 Mar '07

Hello, I'm afraid there will be more of these questions coming.. In table ticket it seems there is no link to the user table, there is only customer_user and customer_user_id. Both of the field are varchar's and don't link to user.id. That surprised me, what happens if I rename the account. Are the tickets that where created under the old name lo longer linked, or are they updated by otrs if I rename the account? Why not link to the user.id? Bas

1 0

Upgrading 2.1.4 to 2.1.6...
by Jeff Shepherd 08 Mar '07

08 Mar '07

Is there any special methods that I need to be aware of before I upgrade my install of OTRS from 2.1.4 to 2.1.6? -Jeff -- Jeff Shepherd Technical Specialist jeffs(a)tolisgroup.com TEL: 480-505-0488 x223 FAX: 480-505-0492 "Success usually comes to those who are too busy to be looking for it" - Henry David Thoreau (1817-1862)

6 6

top posting
by Tabitha Stang 08 Mar '07

08 Mar '07

Hi, My company is evaluating OTRS for use. Unfortunately I've run into a major problem. When I answer a test mail, the format is so: ================================= [salutation I created] [body of the customer mail] [OTRS response that I chose] [OTRS predefined signature I created] ================================= We need the format order to be "top-posted" as below: ================================= [salutation I created] [OTRS response that I chose] [OTRS predefined signature I created] [body of the customer mail] ================================= How do we change this? Thanks! Tabitha Stang cleverbridge AG

3 5

SQL you use in reports
by Andreas.Plaul＠jpn.tuv.com 08 Mar '07

08 Mar '07

Dear Bas, the only sophisticated SQL report sequence I have and use is: SELECT t.create_by, u.first_name, u.last_name, Sum(t.time_unit) FROM time_accounting AS t Left Join system_user AS u ON t.create_by = u.id WHERE year(t.create_time) = '2006' GROUP BY t.create_by This gives you the total time units for each user. I am very much interesting in using JasperReports with OTRS, but I have trouble to create useful template. The connection to the database is working, but I can't get the templates to show the things I need (e.g. amount of request by customers or by customerID and so) If somebody already has knowledge in this field, please share. I think many people want to expand the usage of the stats modul by using Jasper or other Reporting engines. 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.

1 0

SQL you use in reports
by Bas Rijniersce 07 Mar '07

07 Mar '07

Hi, I'm looking at a big 11x17 print with the database schema. But since I'm not a real big sql hero and getting lost in the ticket_state_id's etc I'm sure people with better SQL skills have made nice reports. Are you willing to share your brilliant report queries? Bas

1 0

Jasper Reports
by Bas Rijniersce 07 Mar '07

07 Mar '07

Hello, Is anybody using Jaspr reports for OTRS reporting? Jasper reports is an open source, Java based reporting toolset: http://jasperforge.org/sf/projects/jasperreports I just created my first (useless) report, took me about 10 minutes to set it all up, most time going into figuring out how to allow Mysql conns from another host ;-) The very useful feature would be that people can start contributing reports for other people to use, you owuld just need to download the jasper Reports definition file. Now I need to start looking at the otrs schema and build some real useful reports Bas

1 0

Error: Module 'Kernel::Modules::' not found!
by M.Couperus 07 Mar '07

07 Mar '07

Hello, My setup: Fedora 6 otrs-2.1.5-1.fc6 openldap-servers-2.3.27-4 Mod perl:ldap installed I'm trying to setup a OTRS server. Users must authenticate against a openldap directory and the customerdata must be retrieved from the same LDAP directory. After setting evereything up I recieved the error: Error: Module 'Kernel::Modules::' not found! *Comment:* *Traceback:* ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Mar 7 19:58:06 2007 Message: Module 'Kernel::Modules::' not found! Traceback (3203): Module: Kernel::System::Web::InterfaceCustomer::Run (v1.16.2.1) Line: 192 Module: ModPerl::ROOT::ModPerl::Registry::var_www_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47 Module: (eval) (v1.37) Line: 203 Module: ModPerl::RegistryCooker::run (v1.37) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.37) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 My config.pm # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.18 2006/09/07 16:15:41 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'intentially removed!'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'intentially removed!'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'intentially removed!'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # 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'} = 'localhost'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'intentially removed!'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) # for ldap posixGroups objectclass (just uid) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = ''; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; # 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 => 389, timeout => 120, async => 0, version => 3, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Datenquelle', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'localhost', # ldap base dn BaseDN => 'intentially removed!', # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => '', UserPw => '', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/var/www/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'yourhost.example.com'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'DefaultCharset'} = 'iso-8859-1'; $Self->{'AdminEmail'} = 'admin(a)example.com'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.18 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; Thanks in advance! Regards, Marco

2 1

How to re-open a closed ticket
by Bas Rijniersce 07 Mar '07

07 Mar '07

Hello, Must be something very, very simple.. But how do I re-open a closed ticket? Bas

4 6

Troubles posting emails as tickets (receiving mails)
by Tonatiuh Medina 07 Mar '07

07 Mar '07

Hi there, I'm succesfully using fetchmail to pass email from an IMAP account to the local "otrs" user account. However, the otrs application never picks up the mail from the local user account to the application. What do I need to look for? I'm guessing that otrs has a process running all the time (daemon?) that will check into the otrs local user account for email, is this right? If so, how can I make sure this process is running properly (restart it)? The only thing I needed to do, when working with the virtual environment, was to pass the email to the otrs user account, then the otrs application did the rest by posting them as new tickets. But in this production environment the last part is not working; even though the email gets to the otrs user, it never gets posted on the application. I'm doing maintenance to a production server running 1.3.2 (not allowed to upgrade), and I need to set up otrs' "receiving mail" capabilities. I was successful in doing so when I was working in a virtual machine with a brand new installation (1.3.2 also); however, I cannot get it to work in this production environment. Thanks a bunch in advance, Tona.

3 3

phone tickets
by Toby Beaumont 07 Mar '07

07 Mar '07

Hi When creating a "phone ticket" and assigning it to a certain queue, the notification of that ticket being created is not emailed to the users responsible for that queue, however it does show up in "My queue" when a user logs in. Is this by design? Thanks Toby

3 6

(no subject)
by Kovács Gábor 07 Mar '07

07 Mar '07

Hi all! I want to enable the Time Accounting function in the ticket free text module. How can i do this? Please help me! Thanks! ________________________________________________________ NÉZZ RÁ MEGÉRI! AKCIÓS ÁRAK! AEG-ELECTROLUX háztartási készülékek ORSZÁGOS HÁZHOZSZÁLLÍTÁSSAL! http://ad.adverticum.net/b/cl,1,6022,145872,213366/click.prm

1 0

Update @INC in OTRS?
by Jeff Baughn 07 Mar '07

07 Mar '07

I have updated my Perl installation, but I can't seem to get OTRS to recognize this. I was having problems getting mail using the PostMaster.pl script, so I ran cat ../doc/test-email | ./PostMaster.pl and got the following: # cat ../doc/test-email-1.box | ./PostMaster.pl ERROR: OTRS-PM-01 Perl: 5.8.0 OS: linux Time: Tue Mar 6 17:19:13 2007 Message: install_driver(mysql) failed: Can't locate loadable object for module DBD::mysql in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at (eval 47) line 3 Compilation failed in require at (eval 47) line 3, <PRODUCT> line 4. Perhaps a module that DBD::mysql requires hasn't been fully installed at /opt/otrs/Kernel/System/DB.pm line 191 Traceback (20129): Module: ./PostMaster.pl (v1.19) Line: 131 The problem here is that when I run perl -V, my @INC shows up as: @INC: /usr/local/perl-5.8.7/lib/5.8.7/i686-linux /usr/local/perl-5.8.7/lib/5.8.7 /usr/local/perl-5.8.7/lib/site_perl/5.8.7/i686-linux /usr/local/perl-5.8.7/lib/site_perl/5.8.7 /usr/local/perl-5.8.7/lib/site_perl . How can I force OTRS to use the correct @INC variable? Thank you in advance.

3 4

Problems adding notes and reopening tickets
by "Josep M. Salom Redó" 07 Mar '07

07 Mar '07

Hi All, I've upgraded recently to OTRS version 2.1.4 from version 2.0.4, and today to 2.1.5, and since the first upgrade, I have two problems that I have'nt got before: 1) Altough one agent have rights to add a note in a queue with no 'rw' rights, he's not able to do that. The rights for this user are: 'move_into', 'note' and 'ro'. In the previous version was possible to do that, and in fact, this right is just for this, for adding notes. 2) Now is not possible to reopening a new ticket that has been closed. Before, I was able to reopen a closed ticket just adding a note and changing the new state of the ticket to 'open', but now, when you go to add a note in a closed ticket, you are not able to change the 'state' of the ticket. In general, you are not able to change the state of the ticket when you add a note, so neither is possible to 'eliminate' a ticket. This functionality was in the version 2.0.4. Please, I need some hekp on these issues. Thanks in advance, Josep

1 0

Incident closed when Forward from incident
by Bas Rijniersce 07 Mar '07

07 Mar '07

Hello, In some of my incidents there is no Email reply short cut showing on the right hand side. Phone call is there only. I have not figured out the logic, the customer has an email. I try to do it on an email from the customer. Etc etc The only solution I used up o now whas to use the forward link to sent my reply, but I just noticed that that closes my incident :( And since I don't know how to re-open an incident, I'm stuck :-) So really 2 questions: 1) Whu does the email link not always show up 2) Is there a way to re-open an incident Thank you for your time Bas

2 1

Bug or problem?
by Jeff Shepherd 06 Mar '07

06 Mar '07

We've been using OTRS for several months now, however, just recently (about two weeks ago) I started getting the following email on an intermittent basis. Is there a problem with OTRS or with my configuration? <SNIP> ERROR: OTRS-PM3-36 Perl: 5.8.5 OS: linux Time: Tue Mar 6 12:45:01 2007 Message: No TypeID for 1 found! Traceback (667): Module: Kernel::System::Ticket::PriorityLookup (v1.233) Line: 3571 Module: Kernel::System::Ticket::TicketCreate (v1.233) Line: 348 Module: Kernel::System::PostMaster::NewTicket::Run (v1.58) Line: 152 Module: Kernel::System::PostMaster::Run (v1.60) Line: 246 Module: main::FetchMail (v1.23) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.23) Line: 125 Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Ticket.pm line 379. DBD::mysql::db do failed: You have an error in your SQL syntax near ' 1, 0, 1173210301, 0, 1, current_timestamp, 1, current_timestamp, 1)' at line 1 at /opt/otrs/Kernel/System/DB.pm line 372. ERROR: OTRS-PM3-36 Perl: 5.8.5 OS: linux Time: Tue Mar 6 12:45:01 2007 Message: You have an error in your SQL syntax near ' 1, 0, 1173210301, 0, 1, current_timestamp, 1, current_timestamp, 1)' at line 1, SQL: 'INSERT INTO ticket (tn, title, create_time_unix, queue_id, ticket_lock_id, user_id, responsible_user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, escalation_start_time, timeout, valid_id, create_time, create_by, change_time, change_by) VALUES ('3602451', 'demo questions', 1173210301, 10, 1, 1, 1, 1, , 1, 0, 1173210301, 0, 1, current_timestamp, 1, current_timestamp, 1)' Traceback (667): Module: Kernel::System::Ticket::TicketCreate (v1.233) Line: 387 Module: Kernel::System::PostMaster::NewTicket::Run (v1.58) Line: 152 Module: Kernel::System::PostMaster::Run (v1.60) Line: 246 Module: main::FetchMail (v1.23) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.23) Line: 125 ERROR: OTRS-PM3-36 Perl: 5.8.5 OS: linux Time: Tue Mar 6 12:45:01 2007 Message: create db record failed!!! Traceback (667): Module: Kernel::System::Ticket::TicketCreate (v1.233) Line: 428 Module: Kernel::System::PostMaster::NewTicket::Run (v1.58) Line: 152 Module: Kernel::System::PostMaster::Run (v1.60) Line: 246 Module: main::FetchMail (v1.23) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.23) Line: 125 <SNIP> Thanks fo r the help. -Jeff -- Jeff Shepherd Technical Specialist jeffs(a)tolisgroup.com <mailto:jeffs@tolisgroup.com> TEL: 480-505-0488 x223 FAX: 480-505-0492 "Success usually comes to those who are too busy to be looking for it" - Henry David Thoreau (1817-1862)

1 0

(no subject)
by Kovács Gábor 06 Mar '07

06 Mar '07

Hi all! I want to enable the Time Accounting function in the ticket free text module. How can i do this? Please help me! Thanks! ______________________________________________________________ Könyvszerda az Egmont Kiadó könyveivel! 30% kedvezménnyel kínáljuk a kiadó összes kapható könyvét március 7-én! http://www.bookline.hu/control/news?newsid=397&affiliate=frekszkar3482

1 0

Re: AW: RE: [otrs] Truncated upload
by Luca Martella 06 Mar '07

06 Mar '07

06-03-2007 Hello Thomas, yes i've checked it! The problem still remains even with files with simple names like "DSCN8786.zip"... To andy: > Yes, us american companies don't experience the joy of umalots so I wouldn't be much help there :) Lool we're a italian company with a lot of foreign customer from turkey, russia and even saudi arabia! At the moment I didn't gave to them the login to the OTRS! I hope it will work fine with their own languges... if not i will have to ask them to send files with only latin names... :) Luca Martella Unilab S.r.l. Development Team luca.martella(a)unilabsrl.it ======= At 05-03-2007, 16.43.45 you wrote: ======= >Hello Luca, > >Have you checked the attachments in the file system under >/OTRS_HOME/var/article/<year>/<month>/<day>/<articlenumber> ? > >We have seen this some problems with strange names of the attachments, >like Ü > >Regards > >Thomas > > >-----Ursprüngliche Nachricht----- >Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von >Luca Martella >Gesendet: Montag, 5. März 2007 16:32 >An: User questions and discussions a >Betreff: Re: RE: [otrs] Truncated upload > > >05-03-2007 > >Thanks Andy for your answer! I've checked the config file and the >max_allowed_packet is set to 16Mbytes... Unfortunately we had this >problem even with attachments of 1 Mbyte :( > >Luca Martella > Unilab S.r.l. Development Team > luca.martella(a)unilabsrl.it > >======= At 05-03-2007, 15.30.37 you wrote: ======= > >>What is your max_allowed packet in your DB daemon? Even though you use >>the file system to store files, they still first go through the >>web_upload_cache table before placed on the local file system. >> >> >>If you are using MySQL its in the my.cnf file and a normal value is >>something between 8-16mb. >> >>HTH, >> >>Andy Lubel >> >>-----Original Message----- >>From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >>Luca Martella >>Sent: Monday, March 05, 2007 6:17 AM >>To: otrs >>Subject: [otrs] Truncated upload >> >>05-03-2007 >> >>Hello all! I'm Luca from Italy. We have OTRS correctly configured on a >>windows platform and we have a problem: all the files attached to a >>ticket are truncated! Sometimes it truncated only 16 bytes, other times >>even 20-30 kbytes. We use the file system to store the files. >> >>Does anyone have suggestions for this issue? >> >>Thanks in advance >> >>Luca Martella >> Unilab S.r.l. Development Team >> luca.martella(a)unilabsrl.it >> >> >> >>_______________________________________________ >>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/ > > > >_______________________________________________ >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/

1 0

RE: [otrs] Customer Backend Problem
by David Sexton 06 Mar '07

06 Mar '07

Oops! It seems I didn't read the line that states "note: Login, Email and CustomerID needed!" After looking at it all day, I only notice it now after posting to the list.. *embarressed grin* Dave -----Original Message----- From: David Sexton Sent: 06 March 2007 14:44 To: otrs(a)otrs.org Subject: [otrs] (no subject) We have a separate 'external' customers database running on MSSQL via ODBC and have got a partially working backend configuration (below). Performing a customer search works partially. I can perform a search and get a list of customer details shown down the left hand side of the window. However, when I click on a customer, I am expecting the detail fields on the right hand side to be populated. This is not happening. Also, customer details are not shown on the ticket view. I have done a trace on the DBD calls, and can show that it is retrieving the expected values from the database. ----------------------------------------------- Visit us at NISC 8 : 16th to 18th May 2007 : www.nisc.org.uk Any opinions expressed in this message are those of the individual and not necessarily the company. This message and any files transmitted with it are confidential and solely for the use of the intended recipient. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this message in error and that any use is strictly prohibited. Sapphire Technologies Ltd Registered office is Globe House, Station Street, Stockton-on-Tees, Cleveland TS20 2AB Registered in England No. 3183935. VAT Reg. No. 664 8748 81 http://www.sapphire.net

1 0

Error: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc[..]
by Andrew Bergman 06 Mar '07

06 Mar '07

Hi OTRS peoples, I am getting the following error from OTRS when I load it up in a browser: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Mon Mar 5 16:34:01 2007 Message: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. Traceback (14104): Module: Kernel::System::DB::new (v1.57) Line: 172 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 145 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 We have checked and the otrs user has all the necessary Oracle env settings ie ORACLE_HOME, ORACLE_BASE, LD_LIBRARY_PATH, however it doesn't seem to like something. Anyone able to assist? -- Andrew Bergman Systems Administrator Microlistics Pty Ltd Direct: +61 3 8329 2050 Mobile: +61 411 706 713 Fax: +61 3 9326 7588 e-mail: andrew.bergman(a)microlistics.com.au -------------------------------------- "It is the way of the world, Baldrick - the abused always kick downwards. I am annoyed, and so I kick the cat... the cat pounces on the mouse, and finally, the mouse bites you on the behind."

2 3

(no subject)
by David Sexton 06 Mar '07

06 Mar '07

Hi, I am trying to put a POC OTRS system together here, and most things are going well. It is installed on the Windows platform. The following are working fine :- LDAP/Active Directory Agent Integration LDAP/Active Directory Customer Integration We have a separate 'external' customers database running on MSSQL via ODBC and have got a partially working backend configuration (below). Performing a customer search works partially. I can perform a search and get a list of customer details shown down the left hand side of the window. However, when I click on a customer, I am expecting the detail fields on the right hand side to be populated. This is not happening. Also, customer details are not shown on the ticket view. I have done a trace on the DBD calls, and can show that it is retrieving the expected values from the database. I have scoured google and trawled through the mailing lists, but cannot spot anything useful. Can anyone point me in the right direction please? TIA, Dave --------- $Self->{CustomerUser} = { Name => 'OSCAR Database', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:ODBC:OTRS', User => 'otrsuser', Password => 'xxxxxxxxxxxx', Table => 'otrs_customers', Type => 'mssql', }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'email', CustomerUserListFields => ['company_name', 'first_name', 'last_name', 'email'], CustomerUserSearchFields => ['first_name', 'last_name', 'email', 'company_name'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['first_name','last_name'], AdminSetPreferences => 0, # 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, 0, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 0, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 1, 0, 'var', '', 0 ], # [ 'UserCustomerID', 'CustomerID', 'email', 0, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Company', 'company_name', 1, 0, 'var', '', 0 ], ], # default selections Selections => { UserSalutation => { 'Mr.' => 'Mr.', 'Mrs.' => 'Mrs.', }, }, }; ----------------------------------------------- Visit us at NISC 8 : 16th to 18th May 2007 : www.nisc.org.uk Any opinions expressed in this message are those of the individual and not necessarily the company. This message and any files transmitted with it are confidential and solely for the use of the intended recipient. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this message in error and that any use is strictly prohibited. Sapphire Technologies Ltd Registered office is Globe House, Station Street, Stockton-on-Tees, Cleveland TS20 2AB Registered in England No. 3183935. VAT Reg. No. 664 8748 81 http://www.sapphire.net

1 0

OTRS variables
by Toby Beaumont 06 Mar '07

06 Mar '07

Hi The following variables: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/ are currently being converted as: http://yourhost.example.com/ I feel foolish having to ask, but where is it getting this from?? Thanks Toby

2 1

Message: Need ArticleTypeID
by Vådahl Thomas 06 Mar '07

06 Mar '07

I have just upgraded my OTRS from version 2.0 to version 2.1. I have this installed on a Fedora system, so my installation was done with RPM upgrade. I had to done some things manually, like updating my Config.pm file and upgrading the database, but still I get some strange errors. When I try to create a notification, or if I just try to close a ticket, I get this error: ------------------------------------------------------------------------------- ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Tue Mar 6 07:19:38 2007 Message: Need ArticleTypeID! Traceback (20771): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.128.2.1) Line: 84 Module: Kernel::Modules::AgentTicketClose::Run (v1.19) Line: 367 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 671 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 ------------------------------------------------------------------------------- I can't seem to find out what's wrong with my installation. If any of you do, any help would be very appreciated as this system serves some 20 support users and thousands of end-users. Kind Regards Thomas Vådahl Broadband Engineer NTE Broadband

1 0

RE: [otrs] Upgrading Win32 version?
by Sune T. Tougaard 06 Mar '07

06 Mar '07

Hi, Is this useful, perhaps? http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=130> &ItemID=130 A bit version-specific maybe, but informative nevertheless. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Salvador Manzo Sent: Tuesday, March 06, 2007 12:07 AM To: User questions and discussions about OTRS.org Subject: [otrs] Upgrading Win32 version? A google search of the OTRS site against "Upgrade win32" and "upgrade windows" is coming up with nothing useful for me. Is there a guide to upgrading the OTRS installation when running on Windows? -- 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 "The secret of happiness is freedom, and the secret of freedom is courage". Pericles' Funeral Oration (431 BC)

1 0

Upgrading Win32 version?
by Salvador Manzo 05 Mar '07

05 Mar '07

A google search of the OTRS site against ³Upgrade win32² and ³upgrade windows² is coming up with nothing useful for me. Is there a guide to upgrading the OTRS installation when running on Windows? -- 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 "The secret of happiness is freedom, and the secret of freedom is courage". Pericles' Funeral Oration (431 BC)

1 0

LDAP Panic no user data
by M.Couperus 05 Mar '07

05 Mar '07

Hello I configured a otrs 2.1.0.6 system with a OpenLDAP 2.3 customer backend. Nevertheless, I still am recieving a: " Panic No user data!!!! " error. My LDAP log audit reveals that the User is succesfully authenticated. Thanks in advance. Regards, Marco My Config.pm: package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # 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'} = 'localhost'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'o=myorganization,c=de'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) # for non ldap posixGroups objectclass (full user dn) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = ''; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; # 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 => 389, timeout => 120, async => 0, version => 3, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Datenquelle', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'localhost', # ldap base dn BaseDN => 'ou=myorganization,c=de', # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => '', UserPw => '', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '', # 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 => 'iso-8859-1', # DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'yourhost.example.com'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'DefaultCharset'} = 'iso-8859-1'; $Self->{'AdminEmail'} = 'admin(a)example.com'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.18 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1;

1 0

AW: RE: [otrs] Truncated upload
by Kaiser Dr., Thomas (LfStaD) 05 Mar '07

05 Mar '07

Hello Luca, Have you checked the attachments in the file system under /OTRS_HOME/var/article/<year>/<month>/<day>/<articlenumber> ? We have seen this some problems with strange names of the attachments, like Ü Regards Thomas -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Luca Martella Gesendet: Montag, 5. März 2007 16:32 An: User questions and discussions a Betreff: Re: RE: [otrs] Truncated upload 05-03-2007 Thanks Andy for your answer! I've checked the config file and the max_allowed_packet is set to 16Mbytes... Unfortunately we had this problem even with attachments of 1 Mbyte :( Luca Martella Unilab S.r.l. Development Team luca.martella(a)unilabsrl.it ======= At 05-03-2007, 15.30.37 you wrote: ======= >What is your max_allowed packet in your DB daemon? Even though you use >the file system to store files, they still first go through the >web_upload_cache table before placed on the local file system. > > >If you are using MySQL its in the my.cnf file and a normal value is >something between 8-16mb. > >HTH, > >Andy Lubel > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >Luca Martella >Sent: Monday, March 05, 2007 6:17 AM >To: otrs >Subject: [otrs] Truncated upload > >05-03-2007 > >Hello all! I'm Luca from Italy. We have OTRS correctly configured on a >windows platform and we have a problem: all the files attached to a >ticket are truncated! Sometimes it truncated only 16 bytes, other times >even 20-30 kbytes. We use the file system to store the files. > >Does anyone have suggestions for this issue? > >Thanks in advance > >Luca Martella > Unilab S.r.l. Development Team > luca.martella(a)unilabsrl.it > > > >_______________________________________________ >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/ _______________________________________________ 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/

2 1

RE: RE: [otrs] Truncated upload
by Andy Lubel 05 Mar '07

05 Mar '07

So you have the 'max_allowed_packet' set to 16mb in the [mysqld] section of my.cnf. The next place I would look would be apache. Can you find and maybe paste interesting looking logs? Have you made any changes in 'sysconfig' area yet? -Andy -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Martella Sent: Monday, March 05, 2007 10:32 AM To: User questions and discussions a Subject: Re: RE: [otrs] Truncated upload 05-03-2007 Thanks Andy for your answer! I've checked the config file and the max_allowed_packet is set to 16Mbytes... Unfortunately we had this problem even with attachments of 1 Mbyte :( Luca Martella Unilab S.r.l. Development Team luca.martella(a)unilabsrl.it ======= At 05-03-2007, 15.30.37 you wrote: ======= >What is your max_allowed packet in your DB daemon? Even though you use >the file system to store files, they still first go through the >web_upload_cache table before placed on the local file system. > > >If you are using MySQL its in the my.cnf file and a normal value is >something between 8-16mb. > >HTH, > >Andy Lubel > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >Luca Martella >Sent: Monday, March 05, 2007 6:17 AM >To: otrs >Subject: [otrs] Truncated upload > >05-03-2007 > >Hello all! I'm Luca from Italy. We have OTRS correctly configured on a >windows platform and we have a problem: all the files attached to a >ticket are truncated! Sometimes it truncated only 16 bytes, other times >even 20-30 kbytes. We use the file system to store the files. > >Does anyone have suggestions for this issue? > >Thanks in advance > >Luca Martella > Unilab S.r.l. Development Team > luca.martella(a)unilabsrl.it > > > >_______________________________________________ >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/ _______________________________________________ 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/

1 0

Re: RE: [otrs] Truncated upload
by Luca Martella 05 Mar '07

05 Mar '07

05-03-2007 Thanks Andy for your answer! I've checked the config file and the max_allowed_packet is set to 16Mbytes... Unfortunately we had this problem even with attachments of 1 Mbyte :( Luca Martella Unilab S.r.l. Development Team luca.martella(a)unilabsrl.it ======= At 05-03-2007, 15.30.37 you wrote: ======= >What is your max_allowed packet in your DB daemon? Even though you use >the file system to store files, they still first go through the >web_upload_cache table before placed on the local file system. > > >If you are using MySQL its in the my.cnf file and a normal value is >something between 8-16mb. > >HTH, > >Andy Lubel > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >Luca Martella >Sent: Monday, March 05, 2007 6:17 AM >To: otrs >Subject: [otrs] Truncated upload > >05-03-2007 > >Hello all! I'm Luca from Italy. We have OTRS correctly configured on a >windows platform and we have a problem: all the files attached to a >ticket are truncated! Sometimes it truncated only 16 bytes, other times >even 20-30 kbytes. We use the file system to store the files. > >Does anyone have suggestions for this issue? > >Thanks in advance > >Luca Martella > Unilab S.r.l. Development Team > luca.martella(a)unilabsrl.it > > > >_______________________________________________ >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/

1 0

RE: [otrs] Truncated upload
by Andy Lubel 05 Mar '07

05 Mar '07

What is your max_allowed packet in your DB daemon? Even though you use the file system to store files, they still first go through the web_upload_cache table before placed on the local file system. If you are using MySQL its in the my.cnf file and a normal value is something between 8-16mb. HTH, Andy Lubel -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Martella Sent: Monday, March 05, 2007 6:17 AM To: otrs Subject: [otrs] Truncated upload 05-03-2007 Hello all! I'm Luca from Italy. We have OTRS correctly configured on a windows platform and we have a problem: all the files attached to a ticket are truncated! Sometimes it truncated only 16 bytes, other times even 20-30 kbytes. We use the file system to store the files. Does anyone have suggestions for this issue? Thanks in advance Luca Martella Unilab S.r.l. Development Team luca.martella(a)unilabsrl.it _______________________________________________ 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/

1 0

Hi People
by Arnold, Andrew 05 Mar '07

05 Mar '07

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.

1 0

Problem restoring on Ubunto 6.06 LTS
by Dirk Cleenwerck 05 Mar '07

05 Mar '07

I seem to be unable to restore a backup to a testserver. I made my backup on our main server using backup.pl, and that seemed to work fine. I then started up a vmware session with an earlier backup of the project and tried to restore the current backup on this vmware session. I am using Ubuntu 6.06 LTS and OTRS 2.1.1. On the vmware session I can access the old OTRS system (same version 2.1.1, just without my personalisation and without all user configurations) without any problems. When I try to restore I use this instruction : ./restore.pl -b /home/dirk/backup/2007-02-23_11-03 -d /usr/share/otrs/ the backup folder is named 2007-02-23_11-03 OTRS on Ubuntu is installed in /usr/share/otrs When I hit "enter", I get the following on screen. Restore /home/dirk/backup/2007-02-23_11-03/Config.tar.gz ... Got no LogObject! at /usr/share/otrs/Kernel/System/Time.pm line 70, <PRODUCT> line 4. That's where it stops I've tried the docs and google, but no luck at finding what could be causing this. Any ideas ? Thanks in advance. Dirk Cleenwerck Chief programmmer Useitgroup NV

1 0

Truncated upload
by Luca Martella 05 Mar '07

05 Mar '07

05-03-2007 Hello all! I'm Luca from Italy. We have OTRS correctly configured on a windows platform and we have a problem: all the files attached to a ticket are truncated! Sometimes it truncated only 16 bytes, other times even 20-30 kbytes. We use the file system to store the files. Does anyone have suggestions for this issue? Thanks in advance Luca Martella Unilab S.r.l. Development Team luca.martella(a)unilabsrl.it

1 0

RE: [otrs] OTRS 2.1.5 and LDAP
by Sune T. Tougaard 05 Mar '07

05 Mar '07

Hi Bjørn, Isn't there anything else in the log that might indicate what goes wrong? Ideas (even though i'm no expert in this area): Make sure that your AD users have populated the fields you're trying to use (sync). As i have understood the process, any fields (firstname, lastname and so on) configured in OTRS as required, must be mapped to an AD/LDAP property, and this property must be populated in AD/LDAP. Otherwise the "Panic" might show up. I'm using (for agent auth): $Self->{UserSyncLDAPMap} = [ Firstname => 'givenName', Lastname => 'sn', Email => 'mail', ]; That means that i must make sure that the "givenName", "sn" and "mail" fields are populated in AD before it will work. Let me know if you'd like an example config. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bjørn Ingmar Berg Sent: Monday, March 05, 2007 10:28 AM To: otrs(a)otrs.org Subject: [otrs] OTRS 2.1.5 and LDAP Hello I am very new to OTRS and have ran into a problem I'm unable to figure out as yet. I am trying to set up a helpdesk system for a small "kommune" in Norway, and I'd like both agent and user authentication to be done against the AD server via LDAP. Right now agents can log in and get authenticated by the Radius server, but this demands that their personal information is already entered in OTRS. Normal users get authenticated via LDAP but unless they too are already registered they get the error message "Panic! No UserData!!!". In the system log these attempts show up as notice OTRS-CGI-10 CustomerUser: pers authentification ok (REMOTE_ADDR: 192.168.105.107). (pers is the ID of the testuser.) The plan is that as soon as authentication against LDAP works well I'll stop using Radius. I guess that my problem is connected to mapping from LDAP to OTRS and problems with copying the content of the fields from one to the other. After a little googling I found that this has been discussed before. I edited the file shown at http://www.mail-archive.com/otrs@otrs.org/msg16539.html <http://www.mail-archive.com/otrs@otrs.org/msg16539.html> and tried using that, but alas it didn't work out. I feel at a dead end right now, and would really appreciate som input on where I went wrong and what I need to do. ( And an extra query: It seems some examples off the net have [ and ] whereas others have { and }. Does it matter which one I use? ) My feebly modified Config.pm looks like this: ******************** Paste begin **************************************** # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.18 2006/09/07 16:15:41 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # This is example configuration to auth. agents against a radius server $Self->{'AuthModule'} = 'Kernel::System::Auth::Radius'; $Self->{'AuthModule::Radius::Host'} = '192.168.105.3'; $Self->{'AuthModule::Radius::Password'} = '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'} = '192.168.105.3'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=grueopen,dc=lokal'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) # $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs otrs,cn=users,dc=grueopen,dc=lokal'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ' PASSWORD '; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # 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'; $Self->{UserSyncLDAPMap} = [ Username => 'sAMAccountName', Firstname => 'givenName', Lastname => 'sn', Email => 'mail', CustomerID => 'mail', ]; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify inital # user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'tuib75'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; ( Rest of file skipped) ******************** Paste end **************************************** Kind regards, Bjørn Ingmar Berg

1 0

OTRS 2.1.5 and LDAP
by Bjørn Ingmar Berg 05 Mar '07

05 Mar '07

Hello I am very new to OTRS and have ran into a problem I'm unable to figure out as yet. I am trying to set up a helpdesk system for a small "kommune" in Norway, and I'd like both agent and user authentication to be done against the AD server via LDAP. Right now agents can log in and get authenticated by the Radius server, but this demands that their personal information is already entered in OTRS. Normal users get authenticated via LDAP but unless they too are already registered they get the error message "Panic! No UserData!!!". In the system log these attempts show up as notice OTRS-CGI-10 CustomerUser: pers authentification ok (REMOTE_ADDR: 192.168.105.107). (pers is the ID of the testuser.) The plan is that as soon as authentication against LDAP works well I'll stop using Radius. I guess that my problem is connected to mapping from LDAP to OTRS and problems with copying the content of the fields from one to the other. After a little googling I found that this has been discussed before. I edited the file shown at http://www.mail-archive.com/otrs@otrs.org/msg16539.html and tried using that, but alas it didn't work out. I feel at a dead end right now, and would really appreciate som input on where I went wrong and what I need to do. ( And an extra query: It seems some examples off the net have [ and ] whereas others have { and }. Does it matter which one I use? ) My feebly modified Config.pm looks like this: ******************** Paste begin **************************************** # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.18 2006/09/07 16:15:41 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # This is example configuration to auth. agents against a radius server $Self->{'AuthModule'} = 'Kernel::System::Auth::Radius'; $Self->{'AuthModule::Radius::Host'} = '192.168.105.3'; $Self->{'AuthModule::Radius::Password'} = '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'} = '192.168.105.3'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=grueopen,dc=lokal'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) # $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs otrs,cn=users,dc=grueopen,dc=lokal'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ' PASSWORD '; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # 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'; $Self->{UserSyncLDAPMap} = [ Username => 'sAMAccountName', Firstname => 'givenName', Lastname => 'sn', Email => 'mail', CustomerID => 'mail', ]; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify inital # user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'tuib75'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; ( Rest of file skipped) ******************** Paste end **************************************** Kind regards, Bjørn Ingmar Berg

1 0

Tilbakekall: OTRS 2.1.5 and LDAP
by Bjørn Ingmar Berg 05 Mar '07

05 Mar '07

Bjørn Ingmar Berg ønsker å kalle tilbake meldingen OTRS 2.1.5 and LDAP.

1 0

ldap
by M.Couperus 05 Mar '07

05 Mar '07

Hello, I would like customers and agents to authenticate against a OpenLDAP v3 directory. After reading the documentation I´m not sure where in the Kernel/Config.pm to put the LDAP string. Should I delete the DB string? Should I just add it to the end of the Config file? Between the statements: `Put your own configuration statesments here`. Thanks in advance. Regards, Marco

1 0

Re: [otrs] Intermittent 500 errors
by Mike Morris 03 Mar '07

03 Mar '07

This may not be at all related... however, here's what caused intermittent 500 errors for me: My apache config had two name-virtual hosts. Accessing otrs via one of them caused intermitted 500 errors. It's still not clear to me why. I had some config things in the "master" section (not inside either vhost section). Duplicating this info in both vhosts fixed the problem. So.... you might check your vhosts setup if you're using them. > > mod_perl may help with speed, but what about the 500 errors? > > I guess they shouldn't occur either way. > > Nils Breunese. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Historical Quote: I only look to the gracious protection of the Divine Being whose strengthening support I humbly solicit, and whom I fervently pray to look down upon us all. May it be among the dispensations of His providence to bless our beloved country with honors and with length of days. - Martin Van Buren, Inaugural Address, March 4, 1837 ------------------------------------

1 0

Questions about using OTRS 2
by Reda Sadki 03 Mar '07

03 Mar '07

Hi, I'm still struggling with installation and configuration problems with OTRS under Debian. Despite these lingering problems, I've been able to use it *some* and already have many questions: * How do I delete items in the queue? Is there any way to permanently delete items like junk mail? * How do I deal with junk mail that's coming in via POP3 despite Spam Assassin automated removal? * How do I remove the [Ticket20070302xxxxxx] from the subject heading and force OTRS to read the e-mail headers to match responses to the correct ticket? Users are getting confused by the extra-long [ticket] subject heading and some mail clients assume it is spam because of it! Thanks for your help

1 0

perl issue with OTRS
by Andrew Bergman 03 Mar '07

03 Mar '07

Hi, I resolved my earlier apache issue but now I am getting: Software error: install_driver(Oracle) failed: Can't load '/usr/lib64/perl5/site_perl/5.8.5/x86_64-linux-thread-multi/auto/DBD/Oracle/Oracle.so' for module DBD::Oracle: libclntsh.so.9.0: cannot open shared object file: No such file or directory at /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/DynaLoader.pm line 230, <PRODUCT> line 4. at (eval 21) line 3 Compilation failed in require at (eval 21) line 3, <PRODUCT> line 4. Perhaps a required shared library or dll isn't installed where expected at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 195

1 0

How to use the MOTD
by Mark de Bruijn 02 Mar '07

02 Mar '07

Hi Guys, I have searched a lot, but cant find how to correctly use the Message of the Day. My idea is that it switches automaticly, but the only way i have it working now, is editing the motd.dtl every day. Well is guess thats not the way its supposed to work. Can someone plz help me out? Regards, Mark de Bruijn

3 3

How to prevent agent 'ownerupdate' notification
by Christophe Pouillet 02 Mar '07

02 Mar '07

Hi list, I've set up a generic agent job to detect ticket follow up messages, change 'ticket state' from 'new' to 'open' (because otrs does not do it automatically ) and change owner from 'root@localhost' to 'support' agent. Running the job, otrs sends an 'Ownerupdate' agent notification to 'support' agent because of ownership change. I don't want this notification being fired up by otrs. This agent preferences are set to no notification except for new tickets. Does anyone could show me a way to stop this automatic notification ? Thx *Christophe Pouillet* ------------------------------------------------------------------------

1 0

OTRS perl script madness
by Reda Sadki 02 Mar '07

02 Mar '07

I'm seeing some very strange behavior from my installation of otrs 2.1.5. The wrong screens load intermittently. So for example I will click on the link to: http://88.191.14.190/otrs/index.pl?Action=AgentPreferences And instead of seeing the preferences screen, I get either the current screen to reload or another, apparently random, screen to appear! This happened in the midst of trying to sort out problems with mod_perl and 500 script errors. I've changed the apache.conf file and tried different settings, but I haven't actually touched otrs config files very much at all. Can anyone help me?

2 2

Intermittent 500 errors with OTRS 2.1.5 under Debian ISPConfig
by Reda Sadki 02 Mar '07

02 Mar '07

I've installed OTRS and I'm trying to configure the admin panels. However, I get intermittent 500 errors, and OTRS is very, very slow -- usually between 5 and 20 seconds between each click! I've documented this extensively on howtoforge.com, but no one's been able to help: http://www.howtoforge.com/forums/showpost.php?p=62788&postcount=21 I know that I first need to fix the script errors, but I'm also very concerned about the performance. Thanks for your help

2 7

New Email-Ticket - how to choose different signature?
by booger＠post.pl 02 Mar '07

02 Mar '07

Hello, When I write new Email-Ticket I can choose the queue "From", but i can not choose the signature from defined ones in Admin - Signatures. I have got several queues and every queue should have different signature (the amount of signatures = amount of queues). Is it possible to choose the signature or define it automatically for choosen queue? -- Arek

2 1

otrs and apache 2 on RHEL4
by Andrew Bergman 02 Mar '07

02 Mar '07

Hi, Previously I sent a message to the mailing list with an issue setting up OTRS to run on Apache 2, RedHat Enterprise 4. If I remove the Perl related parts of the config file to get: ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" <Directory "/opt/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> I get a 404 file not found error and most interesting I get in the error log:: File does not exist: /pegasus/export/web/main_web_root/otrs-web (ie it is looking for files in the web root) Why is it not following the alias? other web apps using aliases are working fine... Anyone??? -- Andrew Bergman Systems Administrator Microlistics Pty Ltd Direct: +61 3 8329 2050 Mobile: +61 411 706 713 Fax: +61 3 9326 7588 e-mail: andrew.bergman(a)microlistics.com.au -------------------------------------- "It is the way of the world, Baldrick - the abused always kick downwards. I am annoyed, and so I kick the cat... the cat pounces on the mouse, and finally, the mouse bites you on the behind."

2 2

RE: [otrs] Generic Agents
by Dave Wojciechowski 02 Mar '07

02 Mar '07

I understand the SQL that your doing here, the part that I'm foggy about is how to get this to run as a generic agent job. -----Original Message----- From: Zhang Wayne [mailto:waynezhang72@hotmail.com] Sent: Thursday, March 01, 2007 10:39 PM To: Dave Wojciechowski Subject: RE: [otrs] Generic Agents Step1: Get agent id that need watch ticket not closed over one days select id from system_user where login = :@Agent_Name Step2: Clean the watch list under monitor list delete from ticket_watcher where user_id = :@system_user.id Step3: Insert ticket id that need watch under monitor list insert into ticket_watcher select ticket.id, :@system_user.id , sysdate(), 1, sysdate(), 1 from ticket, ticket_state where ticket.ticket_state_id = ticket_state.id and ticket_state.type_id <> 3 and ticket_state.type_id <> 7 and ticket.create_time <= date_format(adddate(sysdate(),INTERVAL -1 DAY),'%Y-%m-%d 00:00:00') @Agent_Name and @system_user.id are parameters that need replace it, coul dyou understand it? >From: "Dave Wojciechowski" <david.wojciechowski(a)morgansfoods.com> >Reply-To: "User questions and discussions about OTRS.org" ><otrs(a)otrs.org> >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Subject: [otrs] Generic Agents >Date: Tue, 27 Feb 2007 20:19:12 -0500 > >Hopfully somone has done this before and can help me w/ this, i'm >looking for a way to make all ticket that remain open for more than one >day be automatically subscribed to for a agent to watch in watch >tickets. Anyone done that b4. >_______________________________________________ >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/ _________________________________________________________________ 免费下载 MSN Explorer: http://explorer.msn.com/lccn

1 0

OTRS on Apache2, RHEL4 x86_64, HELP!
by Andrew Bergman 02 Mar '07

02 Mar '07

Hi, I have been trying to install OTRS on our RHEL4 x86_64 server which is running Apache 2 with a stock configuration customised from the standard conf file. I have tried the standard otrs.conf file provided by the otrs RPM however it breaks the webserver with an "internal server error" The error I get in the httpd error log is: [Fri Mar 02 11:31:12 2007] [error] [client 203.55.171.107] Can't locate object method "dir_config" via package "Apache::RequestRec" at /usr/lib/perl5/site_perl/5.8.5/Apache/Reload.pm line 51.\n the config file is: ================================================== # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl AllowOverride None ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders Order allow,deny Allow from all </Location> # directory settings <Directory "/opt/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 ================================================== Hashing out the lines: PerlModule Apache::Reload PerlInitHandler Apache::Reload Allows the server to work again however OTRS still gives Internal Server Error with the errorlog showing: [Fri Mar 02 11:32:44 2007] [error] [client 203.55.171.107] failed to resolve handler `ModPerl::Registry': Can't locate object method "request" via package "Apache" at /usr/lib/perl5/5.8.5/CGI/Carp.pm line 496.\nBEGIN failed--compilation aborted at /usr/lib64/perl5/site_perl/5.8.5/x86_64-linux-thread-multi/ModPerl/Registry.pm line 26.\nCompilation failed in require at (eval 84) line 3.\n, referer: http://pegasus.microlistics.com.au/ Can anyone assist????? -- Andrew Bergman Systems Administrator Microlistics Pty Ltd Direct: +61 3 8329 2050 Mobile: +61 411 706 713 Fax: +61 3 9326 7588 e-mail: andrew.bergman(a)microlistics.com.au -------------------------------------- "It is the way of the world, Baldrick - the abused always kick downwards. I am annoyed, and so I kick the cat... the cat pounces on the mouse, and finally, the mouse bites you on the behind."

1 0

Ticket history table size revisited
by Jason B. Loven 01 Mar '07

01 Mar '07

I had mentioned a while back that I had hit a limit in MySQL with the tablesize on my ticket_history table. I was able to get around it by adjusting the table parameters. More of a concern is that the table hit the limit at all. We process about 20-30 tickets a day and have been using the system for just about a year. Certainly not heavy users. Is it reasonable to expect the ticket_history table to be this big for approximately 9400 tickets? Is there a way to look deeper and determine if there's some attachments or something like that which could be causing the table to be unusually large? Ticket_history data is as follows... mysql> show table status like 'ticket_history'\G *************************** 1. row *************************** Name: ticket_history Engine: MyISAM Version: 10 Row_format: Dynamic Rows: 57025570 Avg_row_length: 104 Data_length: 5969466052 Max_data_length: 1099511627775 Index_length: 6723551232 Data_free: 0 Auto_increment: 57044889 Create_time: 2007-02-07 08:42:37 Update_time: 2007-03-01 12:24:52 Check_time: 2007-02-07 10:14:18 Collation: latin1_swedish_ci Checksum: NULL Create_options: max_rows=4294967295 avg_row_length=106 Comment: 1 row in set (0.00 sec) 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 1

TicketFreeText Fields question
by Armando De la Re Vega 01 Mar '07

01 Mar '07

Hi! I have a problem. I need to ask in customer and agent capture screen a field named "Serial number". As I understand, that it's posible with TicketFreeText Fields. But don't know how to release them. I change in the "Ticket -> Core::TicketFreeText" and named the TicketFreeKey1: as "Serial number". Checked it and the TicketFreeText1. It ask for when you open a ticket, but we need to: 1) The agent and the customer to fill Serial number when creating the ticket 2) The agent could see the Serial number in the queue view and detail view (without pressing the freetext link on the detail view). If this possible to release from SysConfig? or do I need to release them in each dtl file to be abble to use them? Thanks Armando de la Re

1 0

Ticket Search output
by kobus＠barnard.za.org 01 Mar '07

01 Mar '07

Hi, I have some questions about Ticket Search. When selecting CSV on the search page, OTRS generates a CSV file using semi-colons for field seperator. I'd like it to use commas instead but changing the value of 'Separator' in Kernel/System/CSV.pm has no effect. Am I missing something obvious or how can this be changed? Also, how do I add our company name at the top of the PDF when an agent selects Print as Result Form? Regards Kobus

1 0

LDAP and Removing a Customer
by Daniel xxxxx 01 Mar '07

01 Mar '07

When using the built in DB for customers, I've read in the Manual that you don't delete users you simply make them invalid. How does this work for LDAP? If I delete a user out of LDAP do I make a boo boo? Thanks, Daniel

2 1

Reporting
by Jason B. Loven 01 Mar '07

01 Mar '07

Is anyone doing anything cool with reporting etc? We're mostly using OTRS just for it's ticket management capabilities and I have really dug into reporting on it very much other than some basic custom MySQL queries I wrote a while back. I was wondering if anyone had more advanced stuff. For example something that could show reports on tickets open per day/week, avg/week, avg time to completion, etc. 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/

2 1

auto-response not working
by Deepak Chopra 01 Mar '07

01 Mar '07

Hello all, I've installed otrs 2.1.3 on Redhat Enterprise Linux 4 everything is working fine but when ever any ticket generates in OTRS System, the auto-reply doesn't send the details to the customers and I'm getting the following error message : Wed Feb 28 17:20:03 2007 notice OTRS-PM3-10 Sent no 'auto reply' for Ticket [2007022810000341] ("xyz" <xyz(a)abc.com>) because the sender doesn't want a auto-response (e. g. loop or precedence header) Thanks in advance Deepak The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus/trojan/worms/malicious code transmitted by this email. www.mind-infotech.com

2 2

Custom CustomerUser Data affecting New Ticket Form
by Rebekah Hayes 28 Feb '07

28 Feb '07

I've altered the customer_user table to reflect our customer base. I added hotel, city, state, etc. I also changed the map in Config.pm to use these fields to search and reference customers. # customer uniq id CustomerKey => 'login', # customer # CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['customer_id', 'hotel', 'city'], CustomerUserSearchFields => ['customer_id', 'hotel', 'city'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['hotel'], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserHotel', 'Hotel', 'hotel', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'Building Code', 'customer_id', 1, 1, 'var', '', 0 ], [ 'UserCity', 'City', 'city', 1, 1, 'var', '', 0 ], [ 'UserState', 'State', 'state', 1, 1, 'var', '', 0 ], [ 'UserCountry', 'Country', 'country', 1, 1, 'var', '', 0 ], [ 'UserPostalCode', 'Postal Code', 'postalcode', 1, 1, 'var', '', 0 ], [ 'UserPhone', 'Phone Number', 'phone', 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 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], This has led to an error on the creation of a new Phone-ticket. When I type a customer_id or hotel in the From field and click Search Customer it displays the customer_id hotel city correctly but after that field is the following: invalid TBC (Invalid syntax)! invalid Test (Invalid syntax)! invalid Hotel (Invalid syntax)! invalid and (Invalid syntax)! invalid Suites (Invalid syntax)! invalid Test (Invalid syntax)! invalid City (Invalid syntax)! Can someone point me in the direction of why this would cause an error and where this page is generated. Thanks Rebekah Hayes

2 4

Flashing queue status
by Jason B. Loven 28 Feb '07

28 Feb '07

Are there configuration options for the flashing text on the ticket status bar? Like what the parameters are that cause it to flash and can they be changed? 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

otrs (enable time accounting function)
by Kovács Gábor 28 Feb '07

28 Feb '07

Hi all! I want to enable the Time Accounting function in the ticket free text module. How can i do this? Please help me! Thanks! _________________________________________________________________ ÚJ LAKÁS? FELÚJÍTÁS? LAKÁSKASSZÁVAL MEGÉRI! lakaskassza.origo.hu http://cthandler.adverticum.net/?cturl=http%3A%2F%2Flakaskassza.origo.hu%2F…

1 0

(no subject)
by Kovács Gábor 28 Feb '07

28 Feb '07

Hi all! I want to enable the Time Accounting function in the ticket free text module. How can i do this? Please help me! Thanks! _________________________________________________________________ ÚJ LAKÁS? FELÚJÍTÁS? LAKÁSKASSZÁVAL MEGÉRI! lakaskassza.origo.hu http://cthandler.adverticum.net/?cturl=http%3A%2F%2Flakaskassza.origo.hu%2F…

1 0

Postmaster filter question
by Jason B. Loven 28 Feb '07

28 Feb '07

I have some questions regarding how the postmaster filtering works... 1. Does the filter stop at the first matched rule? Or does it continue on to subsequent rules? It appears to process all rules regardless of whether it has already hit a match. My scenario involves finding emails from a particular sender and moving them to a different queue but it seems like the rule is not working and I'm wondering if it's actually the fact that a subsequent "match all" rule is moving the mails to a different general queue. 2. When creating a postmaster rule, if I create a rule to look at the "from" address does it match it literally or do I need wildcards/regex to match the extra info on the from line. For example if I create a rule that looks for john(a)company.com will that rule match (john(a)company.com "John Smith - Company, Inc") on an from line? 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/

2 2

problems with PDF-Output
by Alexander Scholler 28 Feb '07

28 Feb '07

Hi, I use v2.1.4 with PDF-output on SuSE 9.3. On this server, I run * a test-instance of OTRS with CGI and * a productive-instance with mod_perl. Both instances are identically configured and use the same DB. ArticleStorageFS is used, and the test-instance has no files stored within the var/article. The problem is that the generated PDF-ticket-printings are * correct within the test-instance with CGI * corrupted (cannot be displayed with KPDF, kghostview, Acrobat Reader) within the productive-instance with mod-perl. The used tickets are really simple (1 article without attachments). Here is for examle one generated pdf from test and productive instance. -rw-r--r-- 1 user users 147456 15. Feb 07:45 ticket_2006021586000083_2007-02-15_07-45.pdf -rw-r--r-- 1 user users 143852 15. Feb 07:46 ticket_2006021586000083_2007-02-15_07-46.pdf No OTRS- and Apache-loggings occure. Does anybody have the same problem? Bye, Alex -- Alexander Scholler <alexander.scholler(a)augsburg.de> Informationstechnik / AfOuI VZA / Zimmer 631, Durchwahl -4451

1 3

Question
by eRPoczta 28 Feb '07

28 Feb '07

Hello i have a question: 1. Hi I'm trying to set up otrs on windows small businness server on IIS 6.0. When I set perl.exe for .pl extension in IIS manager I see login screen but when I try to login I get cgi error The specified CGI application misbehaved by not returning a complete set of HTTP headers. I've changed perl.exe to perlis.dll for .pl extension and then browser has returned html source instead of rendering it. I've also tried the 3rd method perlEx30.dll and the browser rendered good html page but it don't stop. The progress bar on the bottom of firefox shows that page hasn't been downloaded fully yet. After a while I get error about connection reset. i can log in but only once. When i log out and try to log in again i have to restart iis service on server. 2. When i'm logged in administrators panel and try to create new user, group, role or queue. When i click "add" those things are not added and otrs forwards me to ".../index.pl" page. What's the reason of this behavior ? Thanks for answer ! :) Sincerely Andrzej Kaczor eRPoczta.

1 0

Generic Agents
by Dave Wojciechowski 28 Feb '07

28 Feb '07

Hopfully somone has done this before and can help me w/ this, i'm looking for a way to make all ticket that remain open for more than one day be automatically subscribed to for a agent to watch in watch tickets. Anyone done that b4.

1 0

LDAP and deleting a user
by Shue, Daniel G. 27 Feb '07

27 Feb '07

When using the built in DB for customers, I've read in the Manual that you don't delete users you that you simply make them invalid. How does this work for LDAP? Thanks, Daniel

2 1

Attachment in agent notificaion email
by Christophe Pouillet 27 Feb '07

27 Feb '07

Hi list, My support team treats 90% of tickets by email. I would like to have OTRS notifiyng them when a new ticket is created but I absolutly need to forward/transfer any original attached file sent by our customer. Does anyone have experienced this and how could I set this up in OTRS ? thanks for your lights, Regards Christophe,

1 0

2 questiobs
by Орлов Олег 27 Feb '07

27 Feb '07

1. How to fix case sensitive search in FAQ ? 2. Can I include FAQ categories names into FAQ searching ? Thank you.

1 0

CustomerID -> sum of work units statistics
by James Gorz 26 Feb '07

26 Feb '07

Hello, Since upgrading to OTRS 2.1.4 from 2.0.4, it seems that we've lost a bunch of stats features that had worked with the old version. Does anyone know of a module that can be integrated into OTRS to sort customer numbers and their total work units? I wanted to ask before attempting to write my own module. Any help would be appreciated. Thanks. -Jim

1 0

(no subject)
by Kovács Gábor 25 Feb '07

25 Feb '07

Hi all! I want to modify the AgentTicketFreeText module. I wannt to enable on this module the Accounting time function. Please help me, how can i do this. Thanks. _____________________________________________________________________ Foglalja le kényelmesen utazását, repülőjegyét vagy szállását online! Tájékozódjon a legjobb úticélokról az [origo] utazás oldalain! http://magazin.utazas.origo.hu/index.html

1 0

Qualify tickets
by Carlos A Cardona Gomez 23 Feb '07

23 Feb '07

Hello people, I'm working with OTRS 2.0.3... I wonder if is there an easy way to make customers qualify the tickets after the ticket gets closed, or if it would be a development I have to do myself.... Thanks in advance! Carlos Andrés Cardona | Analista de Informática | Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana | Circular 1 No. 70-01, Bloque 9 Of.210. | Medellín, COLOMBIA Tel: +57(4)415 90 06 | Ext. 7402 carlos.cardona(a)upb.edu.co| www.upb.edu.co <http://www.upb.edu.co/> "El contenido de este mensaje puede ser información privilegiada y confidencial. Si usted no es el destinatario real del mismo, por favor informe de ello a quien lo envía y destrúyalo en forma inmediata."

1 0

otrs on gentoo - Apache catch 22?
by Ed 23 Feb '07

23 Feb '07

Hello, I have installed otrs on a gentoo box and I'm so close to gettting it to work but I am stuck on a problem with Apache and virtual hosts. Can you help? My first attempt at a Apache Vhost config file: <VirtualHost *:80> ScriptAlias /otrs/ "/var/www/ticket.precognet.com/otrs-2.1.5/bin/cgi-bin/" Alias /otrs-web/ "/var/www/ticket.precognet.com/htdocs/" ServerName ticket.precognet.com DocumentRoot /var/www/ticket.precognet.com/htdocs ErrorLog /var/log/apache2/ticket.precognet.com.error_log CustomLog /var/log/apache2/ticket.precognet.com.access_log combined <Directory "/var/www/ticket.precognet.com/otrs-2.1.5/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/var/www/ticket.precognet.com/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> </VirtualHost> This is what I get in the apache logs though: [Fri Feb 23 17:11:52 2007] [error] Can't locate Kernel/System/Web/InterfaceAgent.pm in @INC (@INC contains: /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /home/httpd/perl /etc/perl /usr/lib/perl5/vendor_perl/5.8.8/i686-linux /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/site_perl/5.8.8/i686-linux /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/5.8.8/i686-linux /usr/lib/perl5/5.8.8 /usr/local/lib/site_perl . /usr/lib/apache2) at /var/www/ticket.precognet.com/otrs-2.1.5/bin/cgi-bin/index.pl line 41. \nBEGIN failed--compilation aborted at /var/www/ticket.precognet.com/otrs-2.1.5/bin/cgi-bin/index.pl line 41.\n My second attempt at a Apache Vhost config file: <VirtualHost *:80> ScriptAlias /otrs/ "/var/www/ticket.precognet.com/otrs-2.1.5/bin/" Alias /otrs-web/ "/var/www/ticket.precognet.com/htdocs/" ServerName ticket.precognet.com DocumentRoot /var/www/ticket.precognet.com/htdocs ErrorLog /var/log/apache2/ticket.precognet.com.error_log CustomLog /var/log/apache2/ticket.precognet.com.access_log combined <Directory "/var/www/ticket.precognet.com/otrs-2.1.5/bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/var/www/ticket.precognet.com/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> </VirtualHost> This is what I get in the apache logs though: [Fri Feb 23 17:15:03 2007] [error] slurp_filename('/var/www/ticket.precognet.com/otrs-2.1.5/bin/index.pl') / opening: (2) No such file or directory at /usr/lib/perl5/vendor_perl/5.8.8/i686-linux/ModPerl/RegistryCooker.pm line 540 Here is a capped structure of the directories . ./htdocs ./htdocs/images ./cgi-bin ./error ./icons ./otrs-2.1.5 ./otrs-2.1.5/Kernel ./otrs-2.1.5/bin ./otrs-2.1.5/bin/cgi-bin ./otrs-2.1.5/bin/fcgi-bin ./otrs-2.1.5/scripts ./otrs-2.1.5/var ... Index.pl can be found at: ./otrs-2.1.5/bin/cgi-bin/index.pl Any help or pointers to dcumentation are welcome. I read the manual but it seems gentoo moved things arround. Many thanks -Ed

1 0

How to change company name
by Ramziddin Artykov 23 Feb '07

23 Feb '07

Hi list I just wonna ask where i can change the writing next to *LOGO "*COMPANY NAME" to my company name in the in the log-in page of the customer web interface. Multo Gracio Ramziddin

2 2

Increasing POP3 Check Time
by Chris Watt 23 Feb '07

23 Feb '07

Hi guys, Is it possible to have the pop3 check every 60-90 seconds? I need to feed e-mail into the system faster to cope with the amount of messages we are receiving. Cheer! ~Chris

2 1

Re: [otrs] Autoanswer/notification : customer email in reply to
by Christophe Pouillet 23 Feb '07

23 Feb '07

Hi Salvador, Thanks for you reply. But it seems I've mised something. When you say that autoresponses are sent to both customer and agent, do you mean an autoresponse to customer and a notification to agent. If so, that already work. If not, I don't see any parameter to specify multiple email adresses for an autoreply. thx for your lights, Regards, Chris > Christophe, > You can set the queues so that autoresponses are sent to both the customer > and an agent email of your choice without the need for any special > programming. Alternately, there is a setting to BCC all messages to a > specific external mailbox. > > > On 2/22/07 01:39, "Christophe Pouillet" <cpouillet(a)exosec.fr> wrote: > > >> Hi list, >> >> This is my first post. >> We are a small IT Services company and we are giving a try at OTRS to >> see if it could match our needs. >> >> My support Team is mainly on the field at customers sites and have >> almost only an access to their mail, not web access. >> So 90% of the time, they support customers through email. >> >> What I would like to do is : >> >> - customer send a request in OTRS (support(a)example.com) >> - OTRS creates a ticket with ticket number >> - OTRS send an autoanswer or notification to an external common email >> account (shared by the support team) >> with a 'reply to' field set with customer email and a 'Cc' field set >> with our support email (e.g support(a)example.com) >> >> I had a look in API and modules, found some interesting things but I'm >> not a PERL developper so I'm stuck. >> >> Does anyone with same needs has already solved this ? >> Any hints would be appreciate. >> >> Thanks for your lights, >> >> Best regards >> >> Chris. >> >> _______________________________________________ >> 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/ >> > > ----- > 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 > An avidity to punish is always dangerous to liberty. It leads men to > stretch, to misinterpret, and to misapply even the best of laws. He that > would make his own liberty secure must guard even his enemy from oppression; > for if he violates this duty he establishes a precedent that will reach to > himself. > Thomas Paine, "Dissertation on First Principles of Government" > > >

1 0

Few Questions
by Chris Watt 23 Feb '07

23 Feb '07

Hi Guys, I've jsut been playing with OTRS to try and convince my company to use it as it will simplify our lives a lot! However, when I go to the File Manager page, I get this error: Error: FileManager Root directory doesn't exist: /home/otrs-share/, please check your c[..] I also have a problem with webmail not working at all which gives me this error after inouting details in preferences: Bad arg length for Socket::pack_sockaddr_in, length is 0, should be 4 at C:/OTRS/Perl/lib/Socket.pm line 376, <PRODUCT> line 544. Also, does anyone know a good tutorial for getting the e-mail to work? I.e. when someone emails support(a)domain.com it will create a ticket for them. I haven't seem to have gottne it quite right. Cheers!! ~Chris

3 4

Autoanswer/notification : customer email in reply to
by Christophe Pouillet 22 Feb '07

22 Feb '07

Hi list, This is my first post. We are a small IT Services company and we are giving a try at OTRS to see if it could match our needs. My support Team is mainly on the field at customers sites and have almost only an access to their mail, not web access. So 90% of the time, they support customers through email. What I would like to do is : - customer send a request in OTRS (support(a)example.com) - OTRS creates a ticket with ticket number - OTRS send an autoanswer or notification to an external common email account (shared by the support team) with a 'reply to' field set with customer email and a 'Cc' field set with our support email (e.g support(a)example.com) I had a look in API and modules, found some interesting things but I'm not a PERL developper so I'm stuck. Does anyone with same needs has already solved this ? Any hints would be appreciate. Thanks for your lights, Best regards Chris.

2 1

Re: [otrs] Help needed on parameters
by Christophe Pouillet 22 Feb '07

22 Feb '07

HI, It seems that you just need to modify your notification body. Menu notifications, choose language::Customer::Stateupdate then put whatever you want in the body replacing the default <OTRS_*> keys. Hope this could work, BR

1 0

OTRS & PGP
by Alex Mihicinac 22 Feb '07

22 Feb '07

Hi all, i found a problem when replying to an e-mail - while creating reply message, it's not possible to choose key for signing it. is there something i should be aware of, when using this feature? It funny beacuse when I try to create new mail in same queue, then "Sign:" options is there (?). I have OTRS 2.1.5, keyring is ok and hexId/passwords are added to SysConfig Crypt:PGP, also all keys are visible under Admin:PGP menu. Best regards, Alex

1 0

Debug Mode
by Jorge Alanís 22 Feb '07

22 Feb '07

Hello, I configured the system correctly but still I cant send emails via SMTP. How do you turn on DEBUG? I modified the config.pm file (added the following) # --------------------------------------------------- # # Frontend::Output::PostFilter # --------------------------------------------------- # # Frontend::Output::PostFilter # (a output filter for application html output, e. g. to filter # java script, java applets, ...) $Self->{'Frontend::Output::PostFilter'}->{'ActiveElementFilter'} = { Module => 'Kernel::Output::HTML::OutputFilterActiveElement', Debug => 1, }; I tried values of 1 and 2 on the Debug field, but with no success. Please help, Jorge S. Alanís Garza -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.441 / Virus Database: 268.18.3/694 - Release Date: 2/20/2007 1:44 PM

2 1

Step by step guide to Installing OTRS 2.14 on CentOS 4.4
by Ryan Delany 21 Feb '07

21 Feb '07

I've posted a step by step how-to for anyone interested. I submitted before the release of 2.15 so I apologize for it being out of date already! I'll update as soon as I can. http://www.howtoforge.com/otrs_centos4.4 Ryan

2 1

ERROR: MIME::Words: unexpected case:
by Tomek Melissa 21 Feb '07

21 Feb '07

Hello, How to deal with such message. Attachment didn't pass through. Wide character in print at /opt/otrs/Kernel/System/Log/File.pm line 58. Wide character in print at /opt/otrs/Kernel/System/Log/File.pm line 58. MIME::Words: unexpected case: (Brak mo??liwo?›ci zaksiÄ™gowania PZK32 54193.doc) pos 0 Please alert developer.

1 0

statistics
by Akis 21 Feb '07

21 Feb '07

Hi list, I have a problem and I need some instructions. I want to print some statistics and I want to include the field of the time units that the users fills when they sent an answer for a ticket. When I go to create a new stat there are only choices to select queues, users etc but not the time units. For my company this is very important. Please send any ideas. Thanks a lot

1 0

Create Theme
by Dave Wojciechowski 21 Feb '07

21 Feb '07

Hello, Can anyone help w/ this one. I'm Making a new Theme and i'm trying to work in the AgentTicketZoom.dtl the section i'm working in is the compose answer section i'm trying to find out how i can increase the font size for the StdResponsesStrg that is put in this file. Does any one know if there is any control over it's generation? this is the section that i'm working in in the file:  <p></p> <p> <b>$Text{"Compose Answer"} ($Text{"email"}):</b> <br> <table border="0"> <tr> <td> $Data{"StdResponsesStrg"} </td> </tr> </table> </p>   <p> <b>$Text{"Contact customer"} ($Text{"phone"}):</b> <br> <table border="0"> <tr> <td> <li> <a href="$Env{"Baselink"}Action=AgentTicketPhoneOutbound&TicketID=$Data{"Ti cketID"}&QueueID=$Data{"QueueID"}" onmouseover="window.status\ ='$JSText{"Phone call"}'; return true;" onmouseout="window.status='';">$Text{"Phone call"}</a> </li> $Data{"AgentPhoneStrg"} </td> </tr> </table> </p> Thanks I'm Wojo

2 1

Auto-inserting user's email address in response
by Cody Caughlan 20 Feb '07

20 Feb '07

Hi, Running OTRS 2.0.4 on RedHat Enterprise. I have created a Response and I would like to insert the customer's email address back into the body of the message. I am looking for the proper substitution key. The bottom of the "Add Response" form in the Admin section hints that I can use "<OTRS_CUSTOMER_UserEmail>" but this results in nothing (just a "-" in the message). I grepped through the source code and I found "OTRS_CUSTOMER_EMAIL" but it looks like this is the actual body of the message, not the user's email address. So, which variable represents the user's email address? I see _REALNAME, but no _EMAIL_ADDRESS or something... Thanks! /Cody

1 0

Not possible to add a note in OTRS 2.1.4
by "Josep M. Salom Redó" 20 Feb '07

20 Feb '07

Hi, We have just upgraded from OTRS 2.0 to OTRS 2.1.4 and now is not possible to add a note to a ticket if altough you have rights for adding notes. You also need to be 'owner'. That's a functionality that was working in 2.0 version. Please, could you tell us if it's needed to change something in the SysConfig? Thanks in advance, Josep

1 0

Not possible to add a note in OTRS 2.1.4
by "Josep M. Salom Redó" 20 Feb '07

20 Feb '07

Hi, We have just upgraded from OTRS 2.0 to OTRS 2.1.4 and now is not possible to add a note to a ticket if altough you have rights for adding notes. You also need to be 'owner'. That's a functionality that was working in 2.0 version. Please, could you tell us if it's needed to change something in the SysConfig? Thanks in advance, Josep

1 0

RE: [otrs] Customer Authentication to AD
by Salvador Manzo 19 Feb '07

19 Feb '07

What does the otrs.log list as occurring? It will be in \otrs\var\ -----Original Message----- From: "Peter Berkhout" <PeterBerkhout(a)openschoolgemeenschapbijlmer.nl> To: "otrs(a)otrs.org" <otrs(a)otrs.org> Sent: 2/19/2007 1:22 PM Subject: [otrs] Customer Authentication to AD L.S. I would like to use my existing AD/ldap for Customer Authentication. In the documentation I cannot find a way to achieve this. I Configured the following (from ZZZAuto.pm): $Self->{'SecureMode'} = 1; $Self->{'SystemID'} = 13; $Self->{'FQDN'} = 'pb001-n01.osb.edunet'; $Self->{'AdminEmail'} = 'otrsadministrator(a)openschoolgemeenschapbijlmer.nl'; $Self->{'Organization'} = 'Open Schoolgemeenschap Bijlmer'; $Self->{'DefaultLanguage'} = 'nl'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = 'C:/OTRS/otrs/var/log/otrs.log'; delete $Self->{'SendmailModule::Port'}; delete $Self->{'Package::RepositoryList'}; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.openschoolgemeenschapbijlmer.nl'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=osb,dc=edunet'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrsldap,ou=users,dc=osb,dc=edunet'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; $Self->{'1'} = 1; A similar setup works for our ELO (moodle) so I know that the ldapauthenticationsetup works. (password crippled in this mail) With this configuration I expected that everybody that gets authenticated via AD can login as customer. I cannot get any userid to properly login on http://localhost/otrs/customer.pl Not even when I create a customer with the same credentials as in AD via the admin module. I am obviously missing something. Can someone please shed a light on this for me please? Thanks in advance, Peter Berkhout.

2 1

Customer Authentication to AD
by Peter Berkhout 19 Feb '07

19 Feb '07

L.S. I would like to use my existing AD/ldap for Customer Authentication. In the documentation I cannot find a way to achieve this. I Configured the following (from ZZZAuto.pm): $Self->{'SecureMode'} = 1; $Self->{'SystemID'} = 13; $Self->{'FQDN'} = 'pb001-n01.osb.edunet'; $Self->{'AdminEmail'} = 'otrsadministrator(a)openschoolgemeenschapbijlmer.nl'; $Self->{'Organization'} = 'Open Schoolgemeenschap Bijlmer'; $Self->{'DefaultLanguage'} = 'nl'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = 'C:/OTRS/otrs/var/log/otrs.log'; delete $Self->{'SendmailModule::Port'}; delete $Self->{'Package::RepositoryList'}; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.openschoolgemeenschapbijlmer.nl'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=osb,dc=edunet'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrsldap,ou=users,dc=osb,dc=edunet'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; $Self->{'1'} = 1; A similar setup works for our ELO (moodle) so I know that the ldapauthenticationsetup works. (password crippled in this mail) With this configuration I expected that everybody that gets authenticated via AD can login as customer. I cannot get any userid to properly login on http://localhost/otrs/customer.pl Not even when I create a customer with the same credentials as in AD via the admin module. I am obviously missing something. Can someone please shed a light on this for me please? Thanks in advance, Peter Berkhout.

1 0

Help with Installation Issues
by Jorge Alanís 19 Feb '07

19 Feb '07

Hello, Im new to the list. Im having some issues with the windows installation. It works in local. But when I try to login via web, I cannot pass through the login page (the login page loads, but I dont get an answer after pressing submit). Do you know if some extra configuration is needed? Thanks in advance, Jorge S. Alanís Garza -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.441 / Virus Database: 268.18.1/690 - Release Date: 2/16/2007 2:25 PM

1 0

Custom Tickets
by Chad Roth 19 Feb '07

19 Feb '07

Hi, Does anyone know if there is a way to create custom tickets? If so how? More specifically I want to create custom tickets for each queue. Is this possible? I.e one ticket for operations, another for developers, sales, etc. Any help is greatly appreciated. Thanks, Chad

1 0

mysql check found corrupt table
by Martin Rodriguez 19 Feb '07

19 Feb '07

Hi. Can anyone explain to me the following message?. How can this affect my system?. Is any way to solve this?. Thanks in advance. otrs2.article warning : 1 client is using or hasn't closed the table properly otrs2.article_plain warning : 1 client is using or hasn't closed the table properly otrs2.auto_response warning : 1 client is using or hasn't closed the table properly otrs2.customer_preferences warning : 1 client is using or hasn't closed the table properly otrs2.customer_user warning : 1 client is using or hasn't closed the table properly otrs2.group_customer_user warning : 1 client is using or hasn't closed the table properly otrs2.process_id warning : 1 client is using or hasn't closed the table properly otrs2.queue_auto_response warning : 1 client is using or hasn't closed the table properly otrs2.sessions warning : 1 client is using or hasn't closed the table properly otrs2.system_user warning : 1 client is using or hasn't closed the table properly otrs2.ticket warning : 1 client is using or hasn't closed the table properly otrs2.ticket_history warning : 1 client is using or hasn't closed the table properly otrs2.ticket_loop_protection warning : 1 client is using or hasn't closed the table properly otrs2.user_preferences warning : 1 client is using or hasn't closed the table properly Improperly closed tables are also reported if clients are accessing the tables **now**. A list of current connections is below. +----+------------------+-----------+----+---------+------+-------+------------------+ | Id | User | Host | db | Command | Time | State | Info | +----+------------------+-----------+----+---------+------+-------+------------------+ | 5 | debian-sys-maint | localhost | | Query | 0 | | show processlist | +----+------------------+-----------+----+---------+------+-------+------------------+ Uptime: 2 Threads: 1 Questions: 96 Slow queries: 0 Opens: 88 Flush tables: 1 Open tables: 64 Queries per second avg: 48.000

2 1

RE: [otrs] Move Permission
by Dave Wojciechowski 17 Feb '07

17 Feb '07

move, now that was hard, just incase anyone else needed this. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Saturday, February 17, 2007 2:37 PM To: User questions and discussions about OTRS.org Subject: [otrs] Move Permission Can anyone tell me the permission that is used by default on queue change, what i'm trying to do is get the postmaster queue setup so no work can be done in that queue it must be moved to a new queue Thanks I'm Wojo

1 0

Move Permission
by Dave Wojciechowski 17 Feb '07

17 Feb '07

Can anyone tell me the permission that is used by default on queue change, what i'm trying to do is get the postmaster queue setup so no work can be done in that queue it must be moved to a new queue Thanks I'm Wojo

1 0

PGP trouble
by Alex Mihicinac 16 Feb '07

16 Feb '07

Hi all, I'm trying to enable PGP in OTRS. First step, sending signed mails out of the OTRS is working ok. The problem occurs when signed mail arrives into OTRS. Then I get this error: ------- *From:* someone(a)elswhere.com *To:* me(a)office.com *Subject:* test *Created:* 16.02.2007 11:45:52 *Signed:* gpg: no valid OpenPGP data found. gpg: the signature could not be verified. Please remember that the signature file (.sig or .asc) should be the first file give[..] *Attachment:* file-1 Download <http://rogla.arnes.si/otrs/index.pl?Action=AgentTicketAttachment&ArticleID=…> 242 Bytes file-2 Download <http://rogla.arnes.si/otrs/index.pl?Action=AgentTicketAttachment&ArticleID=…> 1 Bytes 0xEC03BF73.asc Download <http://rogla.arnes.si/otrs/index.pl?Action=AgentTicketAttachment&ArticleID=…> 1.3 KBytes -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 test -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (MingW32) iD8DBQFF1YutL0/a2OwDv3MRAv3wAKC5Y3EbskRMDCYC8cNwaD/l0e4g3gCgg7tM t9z0OvlQU0ukcqI2MGYGp4w= =1+HZ -----END PGP SIGNATURE----- ------- The mail has sender's public key (.asc) attached and signature (.sig) and I have sender's public key in my key-ring. What could be the cause for this kind of behaviour? TIA & Best regards, Alex

1 0

OTRS @ Service Desk & IT Support Show?
by Alex Mihicinac 16 Feb '07

16 Feb '07

Hi all, I'm wondering if OTRS Team is going to exhibit at Service Desk & IT Support Show (http://www.servicedeskshow.com/)? Best regards, Alex

1 0

Agent - Owner Notification
by kobus＠barnard.za.org 16 Feb '07

16 Feb '07

Hi list I've searched the archives and although this seems like a fairly common issue I was unable to find any answers. We're running OTRS v. 2.1.2, the OTRS interface provides notification options for 'New ticket', 'Follow up', 'Ticket lock timeout' and 'Move notification' in user preferences. In our scenario we have teams, each team has a 'Team Leader' and the team is assigned to a queue. When a ticket arrives in a queue the Team Leader receives a notification by means of the standard notification options provided (new ticket notification or move ticket notification) which is working fine, we don't want to notify the whole team every time a new ticket arrives so only the team leader gets notified. The problem is that when the team leader makes someone else in the queue the owner of a ticket, the new owner should be notified. The standard notification options does not allow this, either you receive a notification along with the team leader or you don't receive any notification at all, not even when you're assigned ownership. Is there a config option for doing this? On http://dev.otrs.org/1.3/Kernel/System/Ticket.html I read about: "OwnerSet() to set the ticket owner (notification to the new owner will be sent) $TicketObject->OwnerSet( TicketID => 123, NewUserID => 555, UserID => 213, );" But I'm not sure how to put this to use. Any help will be very much appreciated. Thank you Kobus

1 2

Unique Customer Base
by Rebekah Hayes 16 Feb '07

16 Feb '07

Looking for recommendations on how to use OTRS most efficiently for our customer base. We offer services to hotels therefore we're looking for a way to do trouble ticketing by hotel and room. We have no need of First Name/Last Name for a customer. I thought about using Hotel Name, City for First Name, Last Name and the Account Number for the hotel as the ID but not sure where to integrate room numbers. Just installed the system for the first time so I'm trying to go through the documentation but was wondering if anyone had a similar setup or recommendations. Thanks R. Hayes

2 1

Customer authentication against LDAP (AD)
by Jurgen De Vlieger 16 Feb '07

16 Feb '07

Hi everybody, I've been searching through the messages of this mailing list and tried several configurations before posting this. I'm test-running OTRS V2.1.5 on a windows server 2003 R2 in an AD environment Here's my problem: Whenever a customer tries to logon via the customer.pl it won't work (username or password error) In the logfile I get the following error: [Fri Feb 16 08:44:11 2007][Error][Kernel::System::CustomerAuth::LDAP::Auth][148] Search failed! Bad filter When I log in as an administrator and do a (customer) search it returns the expected result Below you'll find my config pm Thanks in advance for all help! Jurgen ---- # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; #------------------------------------------------------------------------ $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'srv-02.mydomain.be'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=mydomain, dc=be'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) #$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=mydomain,dc=be'; #$Self->{'AuthModule::LDAP: :AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS, cn=Users, dc=mydomain, dc=be'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '********'; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = '@mydomain.be'; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'srv-02.mydomain.be', # ldap base dn BaseDN => 'dc=mydomain, dc=be', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=OTRS, cn=Users, dc=mydomain, dc=be', UserPw => '********', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], };

1 0

Customer authentication against LDAP (AD)
by Jurgen De Vlieger 16 Feb '07

16 Feb '07

Hi everybody, I've been searching through the messages of this mailing list and tried several configurations before posting this. I'm test-running OTRS V2.1.5 on a windows server 2003 R2 in an AD environment Here's my problem: Whenever a customer tries to logon via the customer.pl it won't work (username or password error) In the logfile I get the following error: [Fri Feb 16 08:44:11 2007][Error][Kernel::System::CustomerAuth::LDAP::Auth][148] Search failed! Bad filter When I log in as an administrator and do a (customer) search it returns the expected result Below you'll find my config pm Thanks in advance for all help! Jurgen ---- # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; #------------------------------------------------------------------------ $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'srv-02.mydomain.be'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=mydomain, dc=be'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) #$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=mydomain,dc=be'; #$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS, cn=Users, dc=mydomain, dc=be'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '********'; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = '@mydomain.be'; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'srv-02.mydomain.be', # ldap base dn BaseDN => 'dc=mydomain, dc=be', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=OTRS, cn=Users, dc=mydomain, dc=be', UserPw => '********', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], };

1 0

More info on customer notifications in queue view
by Joe Fusco 15 Feb '07

15 Feb '07

I did some testing and discovered the following: 1. Create ticket using Email-Ticket button 2. Open ticket and change owner 3. Owner notification is visible in Queue view instead of original text It does not do it for tickets submitted via email or created using the Phone-Ticket button. Any suggestions? I am running OTRS 2.0.4 on Open SuSE 10.1 Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service.

2 1

Migrate OTRS to another server (Win server 2k3 R2)
by Jurgen De Vlieger 15 Feb '07

15 Feb '07

Hi everybody, I've been test running the installation on a test server here at work (Windows server 2003 R2). We'd like to use it in production but it should be moved to another (virtual) server. Can anyone tell me how I'd best do the move? I eventually can create a new virtual server with the same name of the test server if that would help. Thanks in advance Jurgen

1 0

Anyone able to amend ticket, not just owner
by David Pollard 15 Feb '07

15 Feb '07

Is it possible for anyone to amend a ticket and not just the owner ? Thanks dp -- David Pollard MCSE MCNE RHCE RHCX MCT MCNI Service Delivery Manager 0191-442-0249 07841-664272

1 0

Ownership / Responsibility
by David Pollard 15 Feb '07

15 Feb '07

Does anyone know of a way of setting both ownership and responsibility at the same time ? Thanks dp -- David Pollard MCSE MCNE RHCE RHCX MCT MCNI Service Delivery Manager 0191-442-0249 07841-664272

1 0

Feature question
by Jim McBurnett 15 Feb '07

15 Feb '07

Hello, We have a beta of the OTRS software running, and someone has asked if we can create a customer data file in the program. IE; Customer XYZ- System overview- Site information contract dates etc. It is more than just a few lines, and in some cases as much as 2 or 3 pages of text. Is there a way to do this? Thanks, jim

1 0

Module not found error on creating new customer user
by Keith Turner 15 Feb '07

15 Feb '07

Using OTRS 2.0.3 on Windows2003 server Using customer.pl web page a new user can create an account and have a password mailed to them sucessfully. We tried today to create a new customer from the phone ticket in the administration console and it failed. Our steps were 1. Phone-ticket selected from top menubar 2. Customer links selected from the options line 3. In pop up window new customer information added 4. Customer is added to DB (confirmed using MySQL Query Browser) 5. In pop up window the error below is displayed Error: Module '' not found! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: MSWin32 Time: Wed Jan 10 10:20:49 2007 Message: Module '' not found! Traceback (3344): Module: Kernel::Modules::AdminCustomerUser::Run (v1.37 ) Line: 270 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::D_3a_OTRS_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 The same error message happens when you create a new customer in the "Customer" page in the admin tool. The user is created, but it seems to fail on the email. It look like there is something missing, but not sure what. Any help appreciated. Keith

1 2

Customer Replies dont get appended in the ticket
by Amit Jain 15 Feb '07

15 Feb '07

Hello, Can the customer directly reply to the ticket via email instead of using customer interface.? If yes what settings are to be done. Regards, Amit Jain

2 1

Moving the complete OTRS (Win32)
by Jurgen De Vlieger 15 Feb '07

15 Feb '07

Hi everybody, I've been test running the installation on a test server here at work (Windows server 2003 R2). We'd like to use it in production but it should be moved to another (virtual) server. Can anyone tell me how I'd best do the move? I eventually can create a new virtual server with the same name of the test server if that would help. Thanks in advance Jurgen

1 0

Default item shown in queueview
by Dan Mahoney, System Admin 15 Feb '07

15 Feb '07

Hey all, Is there someplace where I can toggle what is shown on the queueview? Either the customer's ORIGINAL post OR their most recent followup? -Dan -- "She's NOT my girlfriend!" -Dan Mahoney, Quite a bit recently. --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org ---------------------------

2 1

Help!
by Roger F. Ham 15 Feb '07

15 Feb '07

Roger FHi list! i need know if can remove the option for the customer no can reply a ticket is it status: closed, attach 2 pictures about it Thanks friends Roger F. Ham e-mail: rf.ham(a)gcshn.com

2 1

Thank you, typos, and a question.
by Munzir Taha (منذر طه) 14 Feb '07

14 Feb '07

Hi, I am looking for an open source ticket request system with an integrated knowledge base and google magically suggested otrs.org. It seems to be a nice software. Thus, accept a big thank you for the developers. However, I am still not sure whether it satisfies my needs; hence the question. To begin with, I noticed some (may be) typos on this page: http://doc.otrs.org/2.1/en/html/x682.html <quote> To explain it more practically, remember Max's company describe in the section about a example of a ticket system ... with filter rules or if tow different mail addresses are used Sandra only ... </quote> Shouldn't this read "description" instead of describe and "an example" instead of a example and "two" instead of tow with a comma before Sandra? Please, notice I am not a native speaker and I haven't read all my grammar books yet ;) Now, I am still not sure whether otrs satisfies my needs; hence the question: I want to sort tickets into categories (I guess this is what you call queues) and when I answer a ticket, I have a checkbox that is labeled something like public or published which would allow me to publish the answer to the public in a public knowledge base. My first impression is that the articles of the knowledge base is not integrated with the answers of the tickets. Can you please clarify? -- Munzir Taha Telecommunications and Electronics Engineer Maintainer of Fedora Arabic Translation Project https://listman.redhat.com/mailman/listinfo/fedora-trans-ar Maintainer of the OpenBugs project page at http://www.arabic-fedora.org/munzir/OpenBugs.html Master CIW Designer, ICDL, MOUS, Linux+, LPI 101 Riyadh, SA

2 3

Re: Postmaster filters - also Is OTRS for me?
by Phil Morris 14 Feb '07

14 Feb '07

Re: Postmaster filters question. >I like the "Postmaster Filter" way of handling inbound dispatching/filtering. >First of all, as far as i can see, a postmaster filter is in effect on ALL defined pop3 accounts. >Second, it seems as if it's only possible to AND multiple matches in a filter, is that true? Any way to OR them? This would be a nice feature i.e. relevant POP account picked from a list. The way to produce the same result is to check the RCPT-TO email header to see where the message was sent to. This is complicated by the fact that the email might be received via CC or BCC. It's further complicated when a customer uses the web to log a message. To produce an OR type of filter, it is necessary to add an additional filter, with same SET options but different test options. These are then treated as OR logic instead of AND. The onlt drawback is having many many filters. Ultimately you can do as you please by using pre-filter modules and writing custom filter code. Re: >I am looking for an open source ticket request system with an integrated knowledge base >To begin with, I noticed some (may be) typos on this page: ..and you will find one or two in the application too. Neither really distracts from the application's 'quality'. >I want to sort tickets into categories (I guess this is what you call queues) and when I answer a ticket, I have a checkbox that is labeled something like public or published which would allow me to publish the answer to the public in a public knowledge base. My first impression is that the articles of the knowledge base is not integrated with the answers of the tickets. It's not quite as easy as you describe, but you CAN link published KB articles in the FAQ module to tickets, and also keep attachments. This makes sense, as it is often better to 'boil down' a ticket history into the FAQ 'Problem, Symptoms, Solution' format rather than just publish the ticket - which will have many extraneous messages uninteresting to a solution seeker. If it helps, we just rejected high end KB and knowledge management packages and opted to put our KB into the FAQ module. Hope this helps you guys :) Phil

1 0

R: [otrs] OTRS and MS SQL Server
by COSTA Dave - Lievitalia S.p.A. 13 Feb '07

13 Feb '07

Hi, in order to let the MSSQL sripts work I had to do these mods: - First of all the scripts work only on SQL 2005, due to the "var(max)" function which was introduced with this latest version - Changed "system_user" in "system_user2", as suggested on OTRS site - the otrs-schema-post.mssql.sql script has been heavily modded. - Since script otrs-schema-post.mssql.sql gave some errors on foreign keys I had to modify Two tables: table "standard_attachment" column "id" changed from "smallin"t to "int" table "auto_response" column "id" changed from "smallin"t to "int There will be 3 messages following with the corrected scripts. Hope this helps. Best regards Dave

1 1

more sort/order options for QueueView
by Petar Kazakov 13 Feb '07

13 Feb '07

Hi to all. I'm keeping asking that question from a while, and nobody answer me yet. Did somebody add sort/order options like the one in "Locked Tickets" (index.pl?Action=AgentTicketMailbox) to the "QueueView". I don't find this ridicules, I think it will be a lot helpful. And another thing, how I or my team can be notified that there is an answer from a customer at some ticket? Because right now it is sending email notify, but just to the owner of the ticket. Is there an option, parameter, variable or anything like, when was the last event on some ticket? I think it will be a lot better, if all the tickets in the "QueueView" are arranged/sorted by the last event, not just by "Priority" and then by "Age" like it is done currently. That way you/we will be able to see easily if there is an new answer from a customer. My people are forced to check their mail boxes to see is there a new e-mail and to reassign all their tickets to the next shift, which looks like a harassment to me :-). And I don't think that they should be using something else to be able to work with the OTRS. If there someone that already implemented this or have some working solution (workaround) till the OTRS team have this "feature" build in, it will be very nice if you shared it with me :-). Be aware that I'm quick in uptake but you have to explain me a lot :-) Just kidding

2 2

Postmaster filters question.
by Sune T. Tougaard 13 Feb '07

13 Feb '07

Hi, I like the "Postmaster Filter" way of handling inbound dispatching/filtering. However, i see a few shortcomings, that i'm not entirely sure is because i'm doing something wrong or because they just don't work the way i "would like them to". First of all, as far as i can see, a postmaster filter is in effect on ALL defined pop3 accounts. I would be very cool, if a filter could be applied to only pop3 accounts "a" and "b" but not "c" and combinations like that. Is there a way to do that, somehow? Second, it seems as if it's only possible to AND multiple matches in a filter, is that true? Any way to OR them? Perhaps features to consider in future releases... ;-) Thanks for any input. -- /Sune

1 0

HELP Customer Notifications Showing in Summary View
by Joe Fusco 13 Feb '07

13 Feb '07

Whenever we change the owner on an existing ticket, the "This is just a note" message that goes to the customer replaces the original text in the summary view. Now, we have several tickets that list "... the owner of your ticket "#####" has been changed to "Technician Bob." In the summary view instead of listing the problem. We have to zoom to each ticket to see what the issue is. Any ideas why it would be doing this and/or how to fix it? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service.

2 1

Ldap Configuration Issues
by Kurt OConnor 12 Feb '07

12 Feb '07

I think OTRS is very well developed and will be exactly what we need at our school. I would like to integrate OTRS in with our Active Directory for both Agents and Customers. For my test install, I downloaded the Win32 msi. I am assuming that NET::LDAP is installed. I am a novice, but I googled and googled so if I missed an obvious resource I apologize. 1) I am not finding it clear how to format Config.pm. Should I simply remove all references to the default DB and have only the LDAP config? 2) The configuration options and steps I need to take in order to get AD and OTRS working together are not clear to me. I am not completely familiar with the way LDAP works. Is there a dumbed down, aka gentooish install how-to for setting AD and OTRS up? I would be happy to be more specific if need be. NOTE: This e-mail transmission may contain confidential information. If you are not the intended recipient, employee or agent responsible for delivering this information to the intended recipient, unauthorized disclosure, copying, distribution or use of the contents of this transmission is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and delete it from your computer. Thank you for your compliance.

1 0

question on CentOS
by bradis 12 Feb '07

12 Feb '07

Hello! Dear All, can you please tell me if smb. already intalled OTRS on CentOS 4.4. ? Is is possible without switching SELinux off ? Vbrgs!

2 1

R: [otrs] OTRS and MS SQL Server
by COSTA Dave - Lievitalia S.p.A. 12 Feb '07

12 Feb '07

------------------------------------------------------------------------ -------------- - initial_insert.sql USE OTRS GO -- -- -- initial_insert.sql - provides initial system data -- Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ -- -- -- $Id: initial_insert.sql,v 1.52.2.1 2007/01/17 12:11:57 mh Exp $ -- -- $Log: initial_insert.sql,v $ -- Revision 1.52.2.1 2007/01/17 12:11:57 mh -- fixed typo -- -- Revision 1.52 2006/10/03 12:41:54 martin -- replaced ^M with control ^M -- -- Revision 1.51 2006/10/03 12:33:23 mh -- fixed more missing ^M -- -- Revision 1.50 2006/10/02 14:46:45 martin -- fixed missing ^M -- -- Revision 1.49 2006/09/28 09:03:45 tr -- changed autoreponse text -- -- Revision 1.48 2006/08/25 07:50:38 martin -- fixed bug#1282 - setting up a postgresql database fails in Version 2.1.0 beta 1 -- -- Revision 1.47 2006/07/21 11:32:15 martin -- added customer subject to reminder emails -- -- Revision 1.46 2006/07/03 13:40:04 martin -- added ticket history type Subscribe and Unsubscribe -- -- Revision 1.45 2006/03/28 05:50:02 martin -- added responsible notes -- -- Revision 1.44 2006/02/06 09:40:32 martin -- moved to new tags -- -- Revision 1.43 2006/02/05 20:20:56 martin -- removed faq -- -- Revision 1.42 2005/10/30 12:29:12 martin -- removed not needed german default salutation and signature -- -- Revision 1.41 2005/10/30 09:47:37 martin -- added spaces for oracle init -- -- Revision 1.40 2005/09/24 16:48:21 martin -- moved to german "Sie" form in notifcations -- -- Revision 1.39 2005/09/05 05:00:32 martin -- moved to german "Ihr OTRS Benachrichtigungs-Master" wording -- -- Revision 1.38 2005/04/22 08:00:38 martin -- added ticket merge feature -- -- Revision 1.37 2005/02/23 12:15:50 martin -- added ticket_history_type SystemRequest for system creaetd tickets -- -- Revision 1.36 2004/11/27 01:51:21 martin -- changed default lines of shown message -- -- Revision 1.35 2004/11/04 11:12:04 martin -- removed not needed charset tabel, removed not existing queue_standard_response, added escalation_start_time to ticket insert, added queue_id to history recorde -- -- Revision 1.34 2004/10/14 15:33:33 martin -- fixed customer.pl in customer notifications -- -- Revision 1.33 2004/10/13 12:46:21 martin -- added number to faq_item table -- -- Revision 1.32 2004/10/06 18:59:15 martin -- updated notifications -- -- Revision 1.31 2004/09/29 12:32:52 martin -- fixed english "New ticket notification!", replaced OTRS_CURRENT_USERFIRSTNAME with OTRS_USERFIRSTNAME -- -- Revision 1.30 2004/09/27 17:20:10 martin -- fixed bug 548 - german spelling mistakes in agent notifications -- -- Revision 1.29 2004/09/08 05:53:35 martin -- fixed bug 516 - initial_insert.sql violates ticket_history "NOT NULL" contraints -- -- Revision 1.28 2004/08/04 09:24:35 martin -- moved customer notifications from Kernel/Config.pm to database -- -- Revision 1.27 2004/08/01 10:49:24 martin -- fixed bug 450 - Spelling mistake in default FAQ entry -- -- Revision 1.26 2004/06/29 11:09:02 martin -- fixed not existing queue_auto_response references -- -- Revision 1.25 2004/05/04 15:12:10 martin -- added ticket link history log -- -- Revision 1.24 2004/04/15 08:43:14 martin -- removed not needed ticket_history_types -- -- Revision 1.23 2004/04/02 12:49:35 martin -- added missing WebRequestCustomer ticket_history_type entry -- -- Revision 1.22 2004/03/11 14:39:44 martin -- added customer message quote -- -- Revision 1.21 2004/02/26 23:34:55 martin -- some agent notification typos -- -- Revision 1.20 2004/02/12 08:18:02 martin -- added customer email snip to escalation and reminder agent notifications -- -- Revision 1.19 2004/02/08 22:22:51 martin -- added escalation notification -- -- Revision 1.18 2004/02/02 23:00:23 martin -- removed not needed faq table, renamed comment to comments -- -- Revision 1.17 2004/02/01 21:01:03 martin -- added german notifications -- -- Revision 1.16 2004/01/31 14:47:42 martin -- replaced 8bit char with 7bit char for utf-8 compat. -- -- Revision 1.15 2004/01/23 00:37:59 martin -- moved agent notifications from config file to database -- -- Revision 1.14 2004/01/22 19:26:42 martin -- added faq inital inserts -- -- Revision 1.12 2003/12/02 21:52:56 martin -- fixed inital load of new user_group table -- -- Revision 1.11 2003/11/19 01:32:04 martin -- improved group sub system, added create, move, owner, priority and state permissions to groups -- -- Revision 1.10 2003/04/30 12:47:42 martin -- removed not needed stuff -- -- Revision 1.9 2003/04/22 21:23:23 martin -- added missing StateUpdate to ticket_history_type table -- -- Revision 1.8 2003/04/12 21:34:12 martin -- added log type for ticket free text update -- -- Revision 1.7 2003/03/28 18:41:31 martin -- fixed queue inital insert -- -- Revision 1.6 2003/03/13 19:02:02 martin -- changed docu.otrs.org to doc.otrs.org -- -- Revision 1.5 2003/03/10 21:25:50 martin -- added customer email notification on move, state update -- or owner update (config option for each queue). -- http://lists.otrs.org/pipermail/dev/2002-June/000005.html -- -- Revision 1.4 2003/03/08 17:58:00 martin -- changed reserved SQL words (read, write) to (permission_read, permission_write) -- -- Revision 1.3 2003/03/03 23:41:45 martin -- added ticket_state_type values and updated ticket_state values -- -- Revision 1.2 2003/02/08 21:13:29 martin -- added number prefix to priority for sort -- -- Revision 1.1 2003/02/08 11:54:29 martin -- moved from install/database to scripts/database -- -- Revision 1.35 2003/01/06 21:40:51 martin -- removed language table, not longer used -- -- Revision 1.34 2002/12/25 09:31:39 martin -- added pending states and removed waiting states -- -- Revision 1.33 2002/12/15 00:58:21 martin -- fixed "successful" typo - http://bugs.otrs.org/show_bug.cgi?id=53 -- -- Revision 1.32 2002/11/27 10:33:54 martin -- removed old stuff and added Windows-1251 charset -- -- Revision 1.31 2002/11/15 14:12:13 martin -- added Dutch and Bulgarian translation! -- -- Revision 1.30 2002/10/20 12:33:02 martin -- removed personal_queues entry for root@localhost -- -- Revision 1.29 2002/08/27 21:17:37 martin -- changed OpenTRS to OTRS -- -- Revision 1.28 2002/08/27 21:16:22 martin -- added Cyrillic Charset (KOI8-R) -- -- Revision 1.27 2002/07/31 23:17:23 martin -- added time accounting feature -- -- Revision 1.26 2002/07/25 20:21:28 martin -- added iso-8859-7 - greek charset -- -- Revision 1.25 2002/07/23 20:20:38 martin -- removed test queues -- -- Revision 1.24 2002/07/13 12:33:05 martin -- added more articke types and more history types -- -- Revision 1.23 2002/07/02 08:40:55 martin -- added iso-8859-15 -- -- Revision 1.22 2002/06/15 20:01:28 martin -- changed text of welcome ticket -- -- Revision 1.21 2002/05/30 13:39:55 martin -- fixed some stuff, added postgresql support. -- -- Revision 1.20 2002/05/26 22:59:33 martin -- added escalation_time and unlock_timeout to default queues, -- -- Revision 1.19 2002/05/21 21:46:05 martin -- changed default auto responses. -- -- Revision 1.18 2002/05/14 00:18:19 martin -- added ticket_history_type SendAgentNotification -- -- Revision 1.17 2002/05/12 19:25:07 martin -- added personal_queues for root user. -- -- Revision 1.16 2002/05/09 23:39:20 martin -- added French language and added queue_id to initial system address -- -- Revision 1.15 2002/05/07 22:16:03 martin -- added emty answer to each queue -- -- Revision 1.14 2002/05/05 13:45:57 martin -- added bavarian language. -- -- Revision 1.13 2002/05/04 20:35:03 martin -- renamed user table and removed comment row from user table. -- -- Revision 1.12 2002/05/01 17:34:28 martin -- added <OTRS_CUSTOMER_REALNAME> tags. -- -- Revision 1.11 2002/04/30 00:14:48 martin -- added stats group. -- -- Revision 1.10 2002/04/14 18:25:17 martin -- removed preferenvers from user table -- -- Revision 1.9 2002/04/14 13:34:20 martin -- replaced article type email with email-external -- -- Revision 1.8 2002/04/08 14:17:40 martin -- bin/PostMaster.pl -- -- Revision 1.7 2002/02/03 22:48:20 martin -- typo in welcome ticket. -- -- Revision 1.6 2002/02/03 17:58:45 martin -- added welcome ticket. -- -- Revision 1.5 2002/01/30 16:45:09 martin -- changed otrs(a)otrs.org to otrs@localhost -- -- Revision 1.4 2002/01/20 22:23:55 martin -- no note-normal anymore. -- -- Revision 1.3 2002/01/10 20:14:00 martin -- added cvs log. -- -- -- -- -- This software comes with ABSOLUTELY NO WARRANTY. For details, see -- the enclosed file COPYING for license information (GPL). If you -- did not receive this file, see http://www.gnu.org/licenses/gpl.txt. -- -- -- table valid INSERT INTO valid (name, create_by, create_time, change_by, change_time) VALUES ('valid', 1, current_timestamp, 1, current_timestamp); INSERT INTO valid (name, create_by, create_time, change_by, change_time) VALUES ('invalid', 1, current_timestamp, 1, current_timestamp); INSERT INTO valid (name, create_by, create_time, change_by, change_time) VALUES ('invalid-temporarily', 1, current_timestamp, 1, current_timestamp); -- ticket_priority INSERT INTO ticket_priority (name, create_by, create_time, change_by, change_time) VALUES ('1 very low', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_priority (name, create_by, create_time, change_by, change_time) VALUES ('2 low', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_priority (name, create_by, create_time, change_by, change_time) VALUES ('3 normal', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_priority (name, create_by, create_time, change_by, change_time) VALUES ('4 high', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_priority (name, create_by, create_time, change_by, change_time) VALUES ('5 very high', 1, current_timestamp, 1, current_timestamp); -- ticket_lock_type INSERT INTO ticket_lock_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('unlock', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_lock_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('lock', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_lock_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('tmp_lock', 1, 1, current_timestamp, 1, current_timestamp); -- user INSERT INTO system_user2 (first_name, last_name, login, pw, valid_id, create_by, create_time, change_by, change_time) VALUES ('Admin', 'OTRS', 'root@localhost', 'roK20XGbWEsSM', 1, 1, current_timestamp, 1, current_timestamp); -- groups INSERT INTO groups (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('users', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO groups (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('admin', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO groups (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('stats', 1, 1, current_timestamp, 1, current_timestamp); -- group_user (add admin to groups) INSERT INTO group_user (user_id, group_id, permission_key, permission_value, create_by, create_time, change_by, change_time) VALUES (1, 1, 'rw', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO group_user (user_id, group_id, permission_key, permission_value, create_by, create_time, change_by, change_time) VALUES (1, 2, 'rw', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO group_user (user_id, group_id, permission_key, permission_value, create_by, create_time, change_by, change_time) VALUES (1, 3, 'rw', 1, 1, current_timestamp, 1, current_timestamp); -- theme INSERT INTO theme (theme, valid_id, create_by, create_time, change_by, change_time) VALUES ('Standard', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO theme (theme, valid_id, create_by, create_time, change_by, change_time) VALUES ('Lite', 1, 1, current_timestamp, 1, current_timestamp); -- ticket_state INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('new', 'ticket is new', 1, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('closed successful', 'ticket is closed successful', 3, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('closed unsuccessful', 'ticket is closed unsuccessful', 3, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('open', 'ticket is open', 2, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('removed', 'customer removed ticket (can reactivate)', 6, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('pending reminder', 'ticket is pending for agent reminder', 4, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('pending auto close+', 'ticket is pending for automatic close', 5, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('pending auto close-', 'ticket is pending for automatic close', 5, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state (name, comments, type_id, valid_id, create_by, create_time, change_by, change_time) VALUES ('merged', 'state for merged tickets', 7, 1, 1, current_timestamp, 1, current_timestamp); -- ticket_state_type INSERT INTO ticket_state_type (name, comments, create_by, create_time, change_by, change_time) VALUES ('new', 'all new state types (default: viewable)', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state_type (name, comments, create_by, create_time, change_by, change_time) VALUES ('open', 'all open state types (default: viewable)', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state_type (name, comments, create_by, create_time, change_by, change_time) VALUES ('closed', 'all closed state types (default: not viewable)', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state_type (name, comments, create_by, create_time, change_by, change_time) VALUES ('pending reminder', 'all "pending reminder" state types (default: viewable)', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state_type (name, comments, create_by, create_time, change_by, change_time) VALUES ('pending auto', 'all "pending auto *" state types (default: viewable)', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state_type (name, comments, create_by, create_time, change_by, change_time) VALUES ('removed', 'all "removed" state types (default: not viewable)', 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_state_type (name, comments, create_by, create_time, change_by, change_time) VALUES ('merged', 'state type for merged tickets (default: not viewable)', 1, current_timestamp, 1, current_timestamp); -- salutation INSERT INTO salutation (name, text, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('system standard salutation (en)', 'Dear <OTRS_CUSTOMER_REALNAME>, Thank you for your request. ', 'std. salutation', 1, 1, current_timestamp, 1, current_timestamp); -- signature INSERT INTO signature (name, text, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('system standard signature (en)', ' Your Ticket-Team - <OTRS_Agent_UserFirstname> <OTRS_Agent_UserLastname> -- Super Support - Waterford Business Park 5201 Blue Lagoon Drive - 8th Floor & 9th Floor - Miami, 33126 USA Email: hot(a)example.com - Web: http://www.example.com/ --', 'std signature', 1, 1, current_timestamp, 1, current_timestamp); -- system_address INSERT INTO system_address (value0, value1, comments, valid_id, queue_id, create_by, create_time, change_by, change_time) VALUES ('otrs@localhost', 'OTRS System', 'Std. Address', 1, 1, 1, current_timestamp, 1, current_timestamp); -- follow_up_possible INSERT INTO follow_up_possible (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('possible', 'Follow ups after closed(+|-) possible. Ticket will be reopen.', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO follow_up_possible (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('reject', 'Follow ups after closed(+|-) not possible. No new ticket will be created.', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO follow_up_possible (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('new ticket', 'Follow ups after closed(+|-) not possible. A new ticket will be created.', 1, 1, current_timestamp, 1, current_timestamp); -- queue INSERT INTO queue (name, group_id, system_address_id, salutation_id, signature_id, follow_up_id, follow_up_lock, escalation_time, unlock_timeout, move_notify, lock_notify, state_notify, owner_notify, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('Postmaster', 1, 1, 1, 1, 1, 1, 0, 0, 0, 0, 0, 0, 'master queue', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO queue (name, group_id, system_address_id, salutation_id, signature_id, follow_up_id, follow_up_lock, escalation_time, unlock_timeout, move_notify, lock_notify, state_notify, owner_notify, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('Raw', 1, 1, 1, 1, 1, 1, 0, 0, 0, 0, 0, 0, 'ticket inbox', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO queue (name, group_id, system_address_id, salutation_id, signature_id, follow_up_id, follow_up_lock, escalation_time, unlock_timeout, move_notify, lock_notify, state_notify, owner_notify, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('Junk', 1, 1, 1, 1, 1, 1, 0, 0, 0, 0, 0, 0, 'junk tickets', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO queue (name, group_id, system_address_id, salutation_id, signature_id, follow_up_id, follow_up_lock, escalation_time, unlock_timeout, move_notify, lock_notify, state_notify, owner_notify, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('Misc', 1, 1, 1, 1, 1, 1, 0, 0, 0, 0, 0, 0, 'misc tickets', 1, 1, current_timestamp, 1, current_timestamp); -- ticket_history_type INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('NewTicket', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('FollowUp', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SendAutoReject', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SendAutoReply', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SendAutoFollowUp', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Forward', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Bounce', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SendAnswer', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SendAgentNotification', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SendCustomerNotification', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('EmailAgent', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('EmailCustomer', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('PhoneCallAgent', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('PhoneCallCustomer', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('AddNote', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Move', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Lock', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Unlock', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Remove', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('TimeAccounting', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('CustomerUpdate', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('PriorityUpdate', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('OwnerUpdate', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('LoopProtection', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Misc', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SetPendingTime', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('StateUpdate', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('TicketFreeTextUpdate', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('WebRequestCustomer', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('TicketLinkAdd', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('TicketLinkDelete', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('SystemRequest', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Merged', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('ResponsibleUpdate', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Subscribe', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO ticket_history_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('Unsubscribe', 1, 1, current_timestamp, 1, current_timestamp); -- article_type INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('email-external', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('email-internal', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('email-notification-ext', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('email-notification-int', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('phone', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('fax', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('sms', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('webrequest', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('note-internal', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('note-external', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('note-report', 1, 1, current_timestamp, 1, current_timestamp); -- article_article_sender_type INSERT INTO article_sender_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('agent', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_sender_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('system', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO article_sender_type (name, valid_id, create_by, create_time, change_by, change_time) VALUES ('customer', 1, 1, current_timestamp, 1, current_timestamp); -- standard_response INSERT INTO standard_response (name, text, valid_id, create_by, create_time, change_by, change_time) VALUES ('empty answer', '', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO standard_response (name, text, valid_id, create_by, create_time, change_by, change_time) VALUES ('test answer', 'test answer ...', 1, 1, current_timestamp, 1, current_timestamp); -- queue_standard_response INSERT INTO queue_standard_response (queue_id, standard_response_id, create_by, create_time, change_by, change_time) VALUES (1, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO queue_standard_response (queue_id, standard_response_id, create_by, create_time, change_by, change_time) VALUES (2, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO queue_standard_response (queue_id, standard_response_id, create_by, create_time, change_by, change_time) VALUES (3, 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO queue_standard_response (queue_id, standard_response_id, create_by, create_time, change_by, change_time) VALUES (4, 1, 1, current_timestamp, 1, current_timestamp); -- auto_response_type INSERT INTO auto_response_type (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('auto reply', 'auto replay after a new ticket.', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO auto_response_type (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('auto reject', 'auto reject.', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO auto_response_type (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('auto follow up', 'auto follow up after a follow up.', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO auto_response_type (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('auto reply/new ticket', 'auto reply after a follow up. Because the ticket is closed.', 1, 1, current_timestamp, 1, current_timestamp); INSERT INTO auto_response_type (name, comments, valid_id, create_by, create_time, change_by, change_time) VALUES ('auto remove', 'auto remove after a remove e-mail.', 1, 1, current_timestamp, 1, current_timestamp); -- auto_response INSERT INTO auto_response (type_id, system_address_id, name, text0, text1, charset, comments, valid_id, create_time, create_by, change_time, change_by) VALUES (1, 1, 'default reply (after new ticket)', 'This is a demo text which is send to every inquery. It could contain something like: Thanks for your e-mail. A new ticket has been created. You wrote: <OTRS_CUSTOMER_EMAIL[6]> Your e-mail will be answered by a human asap Have fun with OTRS! :-) Your OTRS Team ', 'RE: <OTRS_CUSTOMER_SUBJECT[20]>', 'iso-8859-1', 'default', 1, current_timestamp, 1, current_timestamp, 1); INSERT INTO auto_response (type_id, system_address_id, name, text0, text1, charset, comments, valid_id, create_time, create_by, change_time, change_by) VALUES (2, 1, 'default close (after rejected a closed ticket)', 'Your previous ticket has been closed. Your follow up has been rejected.', 'Thank you for your email (email rejected).', 'iso-8859-1', 'default', 1, current_timestamp, 1, current_timestamp, 1); INSERT INTO auto_response (type_id, system_address_id, name, text0, text1, charset, comments, valid_id, create_time, create_by, change_time, change_by) VALUES (3, 1, 'default follow up (after a ticket follow up)', 'Thanks for your follow up e-mail You wrote: <OTRS_CUSTOMER_EMAIL[6]> Your e-mail will be answered by a human asap. Have fun with OTRS! Your OTRS Team ', 'RE: <OTRS_CUSTOMER_SUBJECT[20]>', 'iso-8859-1', 'default', 1, current_timestamp, 1, current_timestamp, 1); INSERT INTO auto_response (type_id, system_address_id, name, text0, text1, charset, comments, valid_id, create_time, create_by, change_time, change_by) VALUES (4, 1, 'default close/new ticket (after closed follow up with new ticket creation)', 'Your previous ticket has been closed. A new ticket has been created for you.', 'Thank you for your email (ticket is closed/new ticket created).', 'iso-8859-1', 'default', 1, current_timestamp, 1, current_timestamp, 1); INSERT INTO auto_response (type_id, system_address_id, name, text0, text1, charset, comments, valid_id, create_time, create_by, change_time, change_by) VALUES (5, 1, 'default remove (after a ticket got removed)', 'Your ticket has been removed.', 'Thank you for your email (ticket removed).', 'iso-8859-1', 'default', 1, current_timestamp, 1, current_timestamp, 1); -- -- -- welcome ticket -- 2002-02-03 added by martin+code at otrs.org -- -- INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_to, a_subject, a_message_id, a_body, incoming_time, content_path, valid_id, create_time, create_by, change_time, change_by) VALUES (1,1,3, 'OTRS Feedback <feedback(a)otrs.org>', 'Your OTRS System <otrs@localhost>', 'Welcome to OTRS!', '<007@localhost>', 'Welcome to OTRS! thank you for installing OTRS. You will find updates and patches at http://otrs.org/. Online documentation is available at http://doc.otrs.org/. You can also take advantage of our mailing lists http://lists.otrs.org/. Your OTRS Team Manage your communication!', 1012757943, '2002/02/3', 1, current_timestamp,1,current_timestamp,1); INSERT INTO ticket (tn, queue_id, ticket_lock_id, ticket_answered, user_id, responsible_user_id, group_id, ticket_priority_id, ticket_state_id, valid_id, create_time_unix, escalation_start_time, create_time, create_by, change_time, change_by) VALUES ('1010001', 2, 1, 0, 1, 1, 1, 3, 1, 1, 1012757943, 0, current_timestamp, 1, current_timestamp, 1); INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, priority_id, owner_id, state_id, queue_id, valid_id, create_time, create_by, change_time, change_by) VALUES ('New Ticket [1010001] created.',1,1,1,3,1,1,1,1, current_timestamp,1,current_timestamp,1); -- -- insert agent notifications -- INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::NewTicket', 'iso-8859-1', 'en', 'New ticket notification! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_USERFIRSTNAME>, there is a new ticket in "<OTRS_TICKET_QUEUE>"! <OTRS_CUSTOMER_FROM> wrote: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::FollowUp', 'iso-8859-1', 'en', 'You got follow up! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, you got a follow up! <OTRS_CUSTOMER_FROM> wrote: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::LockTimeout', 'iso-8859-1', 'en', 'Lock Timeout! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, unlocked (lock timeout) your locked ticket [<OTRS_TICKET_TicketNumber>]. <OTRS_CUSTOMER_FROM> wrote: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::OwnerUpdate', 'iso-8859-1', 'en', 'Ticket owner assigned to you! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, a ticket [<OTRS_TICKET_TicketNumber>] is assigned to you by "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>". Comment: <OTRS_COMMENT> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::ResponsibleUpdate', 'iso-8859-1', 'en', 'Ticket responsible assigned to you! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_RESPONSIBLE_USERFIRSTNAME>, a ticket [<OTRS_TICKET_TicketNumber>] is assigned to you by "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>". Comment: <OTRS_COMMENT> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::AddNote', 'iso-8859-1', 'en', 'New note! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>" added a new note to ticket [<OTRS_TICKET_TicketNumber>]. Note: <OTRS_CUSTOMER_BODY> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::Move', 'iso-8859-1', 'en', 'Moved ticket in "<OTRS_CUSTOMER_QUEUE>" queue! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi, "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>" moved a ticket [<OTRS_TICKET_TicketNumber>] into "<OTRS_CUSTOMER_QUEUE>". <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::PendingReminder', 'iso-8859-1', 'en', 'Ticket Reminder! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, the ticket "<OTRS_TICKET_TicketNumber>" has reached the reminder time! <OTRS_CUSTOMER_FROM> wrote: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> Please have a look at: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::Escalation', 'iso-8859-1', 'en', 'Ticket Escalation!', 'Hi <OTRS_USERFIRSTNAME>, the ticket "<OTRS_TICKET_TicketNumber>" is escaleted! <OTRS_CUSTOMER_FROM> wrote: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> Please have a look at: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::NewTicket', 'iso-8859-1', 'de', 'Neues Ticket! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_USERFIRSTNAME>, es ist ein neues Ticket in "<OTRS_TICKET_QUEUE>"! <OTRS_CUSTOMER_FROM> schrieb: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::FollowUp', 'iso-8859-1', 'de', 'Nachfrage! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, Sie haben eine Nachfrage bekommen! <OTRS_CUSTOMER_FROM> schrieb: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::LockTimeout', 'iso-8859-1', 'de', 'Lock Timeout! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, Aufhebung der Sperre auf Dein gesperrtes Ticket [<OTRS_TICKET_TicketNumber>]. <OTRS_CUSTOMER_FROM> schrieb: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::OwnerUpdate', 'iso-8859-1', 'de', 'Ticket Besitz uebertragen an Sie! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, der Besitz des Tickets [<OTRS_TICKET_TicketNumber>] wurde an Sie von "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>" uebertragen. Kommentar: <OTRS_COMMENT> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::ResponsibleUpdate', 'iso-8859-1', 'de', 'Ticket Verantwortung uebertragen an Sie! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_RESPONSIBLE_USERFIRSTNAME>, die Verantwortung des Tickets [<OTRS_TICKET_TicketNumber>] wurde an Sie von "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>" uebertragen. Kommentar: <OTRS_COMMENT> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::AddNote', 'iso-8859-1', 'de', 'Neue Notiz! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>" fuegte eine Notiz an Ticket [<OTRS_TICKET_TicketNumber>]. Notiz: <OTRS_CUSTOMER_BODY> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::Move', 'iso-8859-1', 'de', 'Ticket verschoben in "<OTRS_CUSTOMER_QUEUE>" Queue! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_USERFIRSTNAME>, "<OTRS_CURRENT_USERFIRSTNAME> <OTRS_CURRENT_USERLASTNAME>" verschob Ticket [<OTRS_TICKET_TicketNumber>] nach "<OTRS_CUSTOMER_QUEUE>". <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::PendingReminder', 'iso-8859-1', 'de', 'Ticket Erinnerung! (<OTRS_CUSTOMER_SUBJECT[18]>)', 'Hi <OTRS_OWNER_USERFIRSTNAME>, das Ticket "<OTRS_TICKET_TicketNumber>" hat die Erinnerungszeit erreicht! <OTRS_CUSTOMER_FROM> schrieb: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> Bitte um weitere Bearbeitung: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Agent::Escalation', 'iso-8859-1', 'de', 'Ticket Eskalation!', 'Hi <OTRS_USERFIRSTNAME>, das Ticket "<OTRS_TICKET_TicketNumber>" ist eskaliert! <OTRS_CUSTOMER_FROM> schrieb: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> Bitte um Bearbeitung: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master', current_timestamp, 1, current_timestamp, 1); -- -- customer notifications (en) -- INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Customer::QueueUpdate', 'iso-8859-1', 'en', 'New Queue "<OTRS_TICKET_Queue>"!', '*** THIS IS JUST A NOTE *** The queue of your ticket "<OTRS_TICKET_TicketNumber>" has been changed by "<OTRS_CURRENT_UserFirstname> <OTRS_CURRENT_UserLastname>" to "<OTRS_TICKET_Queue>". <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>cus tomer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master *** THIS IS JUST A NOTE ***', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Customer::OwnerUpdate', 'iso-8859-1', 'en', 'New Owner "<OTRS_OWNER_UserFirstname>"!', '*** THIS IS JUST A NOTE *** The owner of your ticket "<OTRS_TICKET_TicketNumber>" has been changed to "<OTRS_OWNER_UserFirstname> <OTRS_OWNER_UserLastname>. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>cus tomer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master *** THIS IS JUST A NOTE ***', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Customer::StateUpdate', 'iso-8859-1', 'en', 'New State "<OTRS_TICKET_State>"!', '*** THIS IS JUST A NOTE *** The state of your ticket "<OTRS_TICKET_TicketNumber>" has been changed by "<OTRS_CURRENT_UserFirstname> <OTRS_CURRENT_UserLastname>" to "<OTRS_TICKET_State>". <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>cus tomer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master *** THIS IS JUST A NOTE ***', current_timestamp, 1, current_timestamp, 1); -- -- customer notifications (de) -- INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Customer::QueueUpdate', 'iso-8859-1', 'de', 'Neue Queue "<OTRS_TICKET_Queue>"!', '*** NUR EINE INFO *** Die Queue Ihres Tickets "<OTRS_TICKET_TicketNumber>" hat "<OTRS_CUSTOMER_UserFirstname> <OTRS_CUSTOMER_UserLastname>" auf "<OTRS_TICKET_Queue>" geaendert. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>cus tomer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master *** NUR EINE INFO ***', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Customer::OwnerUpdate', 'iso-8859-1', 'de', 'Neuer Besitzer "<OTRS_OWNER_UserFirstname>"!', '*** NUR EINE INFO *** Der Besitzer des Tickets "<OTRS_TICKET_TicketNumber>" hat sich auf "<OTRS_CURRENT_UserFirstname> <OTRS_CURRENT_UserLastname> geaendert. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>cus tomer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master *** NUR EINE INFO ** ', current_timestamp, 1, current_timestamp, 1); INSERT INTO notifications (notification_type, notification_charset, notification_language, subject, text, create_time, create_by, change_time, change_by) VALUES ('Customer::StateUpdate', 'iso-8859-1', 'de', 'Neuer Status "<OTRS_TICKET_State>"!', '*** NUR EINE INFO *** Der Status des Tickets "<OTRS_TICKET_TicketNumber>" hat sich durch "<OTRS_CURRENT_UserFirstname> <OTRS_CURRENT_UserLastname>" auf "<OTRS_TICKET_State>" veraendert. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>cus tomer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> Ihr OTRS Benachrichtigungs-Master *** NUR EINE INFO ***', current_timestamp, 1, current_timestamp, 1); - END OF initial_insert.sql ------------------------------------------------------------------------ --------------

2 1

Generic Agent
by Ramziddin Artykov 12 Feb '07

12 Feb '07

Hi Everybody I have experimented a bit with the Generic agent and (partly) understood that it does an automatic job only when an admin log ins to the web intewrface and runs it. Is that true? if noty how to configure this god damn generic agent that it does his f****** job every ten or whatever minutes without any manual running by some human? Don't get me wrong I was just out of my mind when i was writing this letter. Regards Ramziddin

2 3

Re: [otrs] Info about Hardware
by Jozsef Valkai 10 Feb '07

10 Feb '07

> thanks man... > > i am readed that doc. but i wanted examples of instalations running > actually. > Our company we are running OTRS dual AMD64, with 2GB ram, hardware raid harddisks with 10 tickets per day. :) -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19°

1 0

Icons
by Loren E. Daniel 10 Feb '07

10 Feb '07

Sorry if this problem has been addressed, I found similar problems but not quite identical. I have installed OTRS on a new VMWare which has a base install of Fedora Core 6. The OTRS install went well, the only modification I have made is to modify the script alias to " / " instead of " /otrs " in an attempt to be able to reach the login page from the root Location /. I did keep the locations and directories for the icons the same (original locations, and Directories). If I log into otrs from the local machine (server running otrs) using an address of http://localhost/index.pl I am able to see all the icons throughout the application. If however, I go to another machine (on the same network, or outside) and reach OTRS from http://192.X.X.X/index.pl I am able to log in (so I know Apache and OTRS are calling things correct i.e. Perl, and CGI) I just cannot see the icons. I see where the icons should be, and if I check the properties it gives me the correct location of where the icons should be located but it does not display them on the screen.

1 0

Help on Generic Agent
by Ramziddin Artykov 10 Feb '07

10 Feb '07

Hi everybody I urgently need a help on the generic agent How to configure it in a way that it will be executing a job every ten minutes? I have set the time to 10 minutes in the job settings but it didn't help. Regards Ramziddin

2 2

Error while browsing Public.pl
by Amit Jain 09 Feb '07

09 Feb '07

Hello, I am facing while browsing the Public web interface for adding FAQ for my organisation. The error is Error: Module 'Kernel::Modules::' not found! Comment: Traceback: ERROR: OTRS-CGI-09 Perl: 5.8.0 OS: linux Time: Wed Feb 7 08:19:56 2007 Message: Module 'Kernel::Modules::' not found! Traceback (1382): Module: Kernel::System::Web::InterfacePublic::Run (v1.9) Line: 191 Module: /opt/otrs/bin/cgi-bin/public.pl (v1.3) Line: 47 Can some one help me out. Regards, Amit Jain

2 1

Ticket history table full error
by Jason B. Loven 09 Feb '07

09 Feb '07

Anyone know how to fix this? We're running 2.0.4 and I saw this showing up in the cron logs. I've disabled cron for now but obviously that's bad because now we're having to manually handle the incoming mail queue for our support. Here's the error... DBD::mysql::db do failed: The table 'ticket_history' is full at /opt/otrs/Kernel/System/DB.pm line 376, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Tue Feb 6 21:32:31 2007 Here's the table status... mysql> show table status like 'ticket_history'\G *************************** 1. row *************************** Name: ticket_history Engine: MyISAM Version: 9 Row_format: Dynamic Rows: 40363419 Avg_row_length: 106 Data_length: 4294727600 Max_data_length: 4294967295 Index_length: 3986779136 Data_free: 0 Auto_increment: 40382698 Create_time: 2006-10-13 08:44:28 Update_time: 2007-02-06 22:23:25 Check_time: 2007-02-06 23:48:54 Collation: latin1_swedish_ci Checksum: NULL Create_options: Comment: 1 row in set (0.09 sec) >From what I'm seeing I need to change the max_rows and avg_row_length parameters for the table but I'd like to hear some opinions before I do that in case it's a bad thing for otrs. 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/

3 5

Info about Hardware
by Roger F. Ham 09 Feb '07

09 Feb '07

Roger FHello friends. I am trying to install a servant OTRS, usual of Network Hat 8 but the necessary thing, but I hope to reach some 500 daily about 50 clients but tikets by much. somebody has some idea that servant I need? I will thank for them. Roger F. Ham Operaciones GCS Tel. (504)504-4444 e-mail: rf.ham(a)gcshn.com

4 3

Automatic BCC on Answer - Selective
by David Quick 08 Feb '07

08 Feb '07

Hello list, I would like to set up the following scenario on a per-queue basis - has this been implemented yet? Scenario: Any time an agent sends an answer from queue FOO, automatically add foo-staff(a)mydomain.net to the BCC field by default. Please let me know if anyone has this working - we're currently using OTRS v2.1.5 on CentOS. Regards, David -- David Quick dquick(a)lambdares.com Chief Network Architect / IT Manager Lambda Research Corporation 25 Porter Road Littleton, MA 01460 Tel: 978-486-0766 x20 Mob: 339-224-0993

1 0

Send customer notification also to admin mail address
by Teresa Chiara Petrolino 08 Feb '07

08 Feb '07

Hi all, I need some help about configuring OTRS system. I tried to insert the feature to send the notification customer e-mails (new-owner e-mail and so on) also to admin mail (in cc) for my purpouse, but I'm not capable to do it. Could someone help me to solve the problem? Thanks so much Teresa

1 0

Impossible to upload files with the frontend
by Luca Martella 08 Feb '07

08 Feb '07

08-02-2007 Dear all OTRS users, we've go an issue: our customers are unable to upload files bigger than 1 MB through the web frontend. It is strange because the "WebMaxFileUpload" option is set to 1024 * 1024 * 5 (as default). The user doesn't get a "Connection" timeout error, so I think the file is excluded by the script. Any idea? Thanks in advance Luca Martella Unilab S.r.l. Development Team luca.martella(a)unilabsrl.it

1 0

R: [otrs] OTRS and MS SQL Server
by COSTA Dave - Lievitalia S.p.A. 08 Feb '07

08 Feb '07

------------------------------------------------------------------------ -------------- - otrs-schema-post.mssql.sql USE OTRS GO -- ---------------------------------------------------------- -- database: mssql, generated: Mon Aug 28 00:13:30 2006 -- ---------------------------------------------------------- ALTER TABLE valid ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE valid ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE ticket_priority ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE ticket_priority ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE ticket_lock_type ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE ticket_lock_type ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE ticket_lock_type ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE system_user2 ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE system_user2 ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE system_user2 ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE user_preferences ADD FOREIGN KEY (user_id) REFERENCES system_user2(id); ALTER TABLE groups ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE groups ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE groups ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE group_user ADD FOREIGN KEY (group_id) REFERENCES groups(id); ALTER TABLE group_user ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE group_user ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE group_user ADD FOREIGN KEY (user_id) REFERENCES system_user2(id); ALTER TABLE group_role ADD FOREIGN KEY (role_id) REFERENCES roles(id); ALTER TABLE group_role ADD FOREIGN KEY (group_id) REFERENCES groups(id); ALTER TABLE group_role ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE group_role ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE group_customer_user ADD FOREIGN KEY (group_id) REFERENCES groups(id); ALTER TABLE group_customer_user ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE group_customer_user ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE roles ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE roles ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE roles ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE role_user ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE role_user ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE role_user ADD FOREIGN KEY (user_id) REFERENCES system_user2(id); ALTER TABLE personal_queues ADD FOREIGN KEY (queue_id) REFERENCES queue(id); ALTER TABLE personal_queues ADD FOREIGN KEY (user_id) REFERENCES system_user2(id); ALTER TABLE theme ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE theme ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE theme ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE ticket_state ADD FOREIGN KEY (type_id) REFERENCES ticket_state_type(id); ALTER TABLE ticket_state ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE ticket_state ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE ticket_state ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE ticket_state_type ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE ticket_state_type ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE salutation ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE salutation ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE salutation ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE signature ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE signature ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE signature ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE system_address ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE system_address ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE system_address ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE follow_up_possible ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE follow_up_possible ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE follow_up_possible ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE queue ADD FOREIGN KEY (salutation_id) REFERENCES salutation(id); ALTER TABLE queue ADD FOREIGN KEY (signature_id) REFERENCES signature(id); ALTER TABLE queue ADD FOREIGN KEY (group_id) REFERENCES groups(id); ALTER TABLE queue ADD FOREIGN KEY (follow_up_id) REFERENCES follow_up_possible(id); ALTER TABLE queue ADD FOREIGN KEY (system_address_id) REFERENCES system_address(id); ALTER TABLE queue ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE queue ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE queue ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE ticket ADD FOREIGN KEY (ticket_lock_id) REFERENCES ticket_lock_type(id); ALTER TABLE ticket ADD FOREIGN KEY (ticket_state_id) REFERENCES ticket_state(id); ALTER TABLE ticket ADD FOREIGN KEY (ticket_priority_id) REFERENCES ticket_priority(id); ALTER TABLE ticket ADD FOREIGN KEY (queue_id) REFERENCES queue(id); ALTER TABLE ticket ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE ticket ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE ticket ADD FOREIGN KEY (user_id) REFERENCES system_user2(id); ALTER TABLE ticket ADD FOREIGN KEY (responsible_user_id) REFERENCES system_user2(id); ALTER TABLE ticket ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE ticket_history ADD FOREIGN KEY (priority_id) REFERENCES ticket_priority(id); ALTER TABLE ticket_history ADD FOREIGN KEY (owner_id) REFERENCES system_user2(id); ALTER TABLE ticket_history ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE ticket_history ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE ticket_history ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE ticket_history ADD FOREIGN KEY (state_id) REFERENCES ticket_state(id); ALTER TABLE ticket_history ADD FOREIGN KEY (history_type_id) REFERENCES ticket_history_type(id); ALTER TABLE ticket_history ADD FOREIGN KEY (article_id) REFERENCES article(id); ALTER TABLE ticket_history ADD FOREIGN KEY (queue_id) REFERENCES queue(id); ALTER TABLE ticket_history ADD FOREIGN KEY (ticket_id) REFERENCES ticket(id); ALTER TABLE ticket_history_type ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE ticket_history_type ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE ticket_history_type ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE article_type ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE article_type ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE article_type ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE article_sender_type ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE article_sender_type ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE article_sender_type ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE article_flag ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE article ADD FOREIGN KEY (article_sender_type_id) REFERENCES article_sender_type(id); ALTER TABLE article ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE article ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE article ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE article ADD FOREIGN KEY (article_type_id) REFERENCES article_type(id); ALTER TABLE article ADD FOREIGN KEY (ticket_id) REFERENCES ticket(id); ALTER TABLE article_plain ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE article_plain ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE article_plain ADD FOREIGN KEY (article_id) REFERENCES article(id); ALTER TABLE article_attachment ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE article_attachment ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE article_attachment ADD FOREIGN KEY (article_id) REFERENCES article(id); ALTER TABLE standard_response ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE standard_response ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE standard_response ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE queue_standard_response ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE queue_standard_response ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE queue_standard_response ADD FOREIGN KEY (standard_response_id) REFERENCES standard_response(id); ALTER TABLE queue_standard_response ADD FOREIGN KEY (queue_id) REFERENCES queue(id); ALTER TABLE standard_attachment ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE standard_attachment ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE standard_attachment ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE standard_response_attachment ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE standard_response_attachment ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE standard_response_attachment ADD FOREIGN KEY (standard_response_id) REFERENCES standard_response(id); ALTER TABLE standard_response_attachment ADD FOREIGN KEY (standard_attachment_id) REFERENCES standard_attachment(id); ALTER TABLE auto_response_type ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE auto_response_type ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE auto_response_type ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE auto_response ADD FOREIGN KEY (type_id) REFERENCES auto_response_type(id); ALTER TABLE auto_response ADD FOREIGN KEY (system_address_id) REFERENCES system_address(id); ALTER TABLE auto_response ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE auto_response ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE auto_response ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE queue_auto_response ADD FOREIGN KEY (auto_response_id) REFERENCES auto_response(id); ALTER TABLE queue_auto_response ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE queue_auto_response ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE queue_auto_response ADD FOREIGN KEY (queue_id) REFERENCES queue(id); ALTER TABLE time_accounting ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE time_accounting ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE time_accounting ADD FOREIGN KEY (article_id) REFERENCES article(id); ALTER TABLE time_accounting ADD FOREIGN KEY (ticket_id) REFERENCES ticket(id); ALTER TABLE customer_user ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE customer_user ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE customer_user ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE pop3_account ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE pop3_account ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE pop3_account ADD FOREIGN KEY (valid_id) REFERENCES valid(id); ALTER TABLE notifications ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE notifications ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); ALTER TABLE package_repository ADD FOREIGN KEY (create_by) REFERENCES system_user2(id); ALTER TABLE package_repository ADD FOREIGN KEY (change_by) REFERENCES system_user2(id); - END OF otrs-schema-post.mssql.sql ------------------------------------------------------------------------ --------------

1 0

R: [otrs] OTRS and MS SQL Server
by COSTA Dave - Lievitalia S.p.A. 08 Feb '07

08 Feb '07

------------------------------------------------------------------------ -------------- - otrs-schema.mssql.sql USE OTRS GO -- ---------------------------------------------------------- -- database: mssql, generated: Mon Aug 28 00:13:30 2006 -- ---------------------------------------------------------- -- ---------------------------------------------------------- -- create table valid -- ---------------------------------------------------------- CREATE TABLE valid ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (50) NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table ticket_priority -- ---------------------------------------------------------- CREATE TABLE ticket_priority ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (50) NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table ticket_lock_type -- ---------------------------------------------------------- CREATE TABLE ticket_lock_type ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (50) NOT NULL, valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table system_user -- ---------------------------------------------------------- CREATE TABLE system_user2 ( id INTEGER NOT NULL IDENTITY(1,1) , login VARCHAR (100) NOT NULL, pw VARCHAR (50) NOT NULL, salutation VARCHAR (50), first_name VARCHAR (100) NOT NULL, last_name VARCHAR (100) NOT NULL, valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (login) ); -- ---------------------------------------------------------- -- create table user_preferences -- ---------------------------------------------------------- CREATE TABLE user_preferences ( user_id INTEGER NOT NULL, preferences_key VARCHAR (150) NOT NULL, preferences_value VARCHAR (250) ); CREATE INDEX index_user_preferences_user_id ON user_preferences (user_id); -- ---------------------------------------------------------- -- create table groups -- ---------------------------------------------------------- CREATE TABLE groups ( id INTEGER NOT NULL IDENTITY(1,1) , name VARCHAR (100) NOT NULL, comments VARCHAR (250), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table group_user -- ---------------------------------------------------------- CREATE TABLE group_user ( user_id INTEGER NOT NULL, group_id INTEGER NOT NULL, permission_key VARCHAR (20) NOT NULL, permission_value SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL ); -- ---------------------------------------------------------- -- create table group_role -- ---------------------------------------------------------- CREATE TABLE group_role ( role_id INTEGER NOT NULL, group_id INTEGER NOT NULL, permission_key VARCHAR (20) NOT NULL, permission_value SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL ); -- ---------------------------------------------------------- -- create table group_customer_user -- ---------------------------------------------------------- CREATE TABLE group_customer_user ( user_id VARCHAR (100) NOT NULL, group_id INTEGER NOT NULL, permission_key VARCHAR (20) NOT NULL, permission_value SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL ); -- ---------------------------------------------------------- -- create table roles -- ---------------------------------------------------------- CREATE TABLE roles ( id INTEGER NOT NULL IDENTITY(1,1) , name VARCHAR (100) NOT NULL, comments VARCHAR (250), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table role_user -- ---------------------------------------------------------- CREATE TABLE role_user ( user_id INTEGER NOT NULL, role_id INTEGER NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL ); -- ---------------------------------------------------------- -- create table personal_queues -- ---------------------------------------------------------- CREATE TABLE personal_queues ( user_id INTEGER NOT NULL, queue_id INTEGER NOT NULL ); -- ---------------------------------------------------------- -- create table theme -- ---------------------------------------------------------- CREATE TABLE theme ( id SMALLINT NOT NULL IDENTITY(1,1) , theme VARCHAR (100) NOT NULL, valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (theme) ); -- ---------------------------------------------------------- -- create table ticket_state -- ---------------------------------------------------------- CREATE TABLE ticket_state ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (100) NOT NULL, comments VARCHAR (250), type_id SMALLINT NOT NULL, valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table ticket_state_type -- ---------------------------------------------------------- CREATE TABLE ticket_state_type ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (120) NOT NULL, comments VARCHAR (250), create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table salutation -- ---------------------------------------------------------- CREATE TABLE salutation ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (100) NOT NULL, text VARCHAR (3000) NOT NULL, comments VARCHAR (250), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table signature -- ---------------------------------------------------------- CREATE TABLE signature ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (100) NOT NULL, text VARCHAR (3000) NOT NULL, comments VARCHAR (250), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table system_address -- ---------------------------------------------------------- CREATE TABLE system_address ( id SMALLINT NOT NULL IDENTITY(1,1) , value0 VARCHAR (200) NOT NULL, value1 VARCHAR (200) NOT NULL, value2 VARCHAR (200), value3 VARCHAR (200), queue_id INTEGER NOT NULL, comments VARCHAR (200), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id) ); -- ---------------------------------------------------------- -- create table follow_up_possible -- ---------------------------------------------------------- CREATE TABLE follow_up_possible ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (100) NOT NULL, comments VARCHAR (250), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table queue -- ---------------------------------------------------------- CREATE TABLE queue ( id INTEGER NOT NULL IDENTITY(1,1) , name VARCHAR (200) NOT NULL, group_id INTEGER NOT NULL, unlock_timeout INTEGER, escalation_time INTEGER, system_address_id SMALLINT NOT NULL, calendar_name VARCHAR (100), default_sign_key VARCHAR (100), salutation_id SMALLINT NOT NULL, signature_id SMALLINT NOT NULL, follow_up_id SMALLINT NOT NULL, follow_up_lock SMALLINT NOT NULL, move_notify SMALLINT NOT NULL, state_notify SMALLINT NOT NULL, lock_notify SMALLINT NOT NULL, owner_notify SMALLINT NOT NULL, comments VARCHAR (200), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table ticket -- ---------------------------------------------------------- CREATE TABLE ticket ( id BIGINT NOT NULL IDENTITY(1,1) , tn VARCHAR (50) NOT NULL, title VARCHAR (255), queue_id INTEGER NOT NULL, ticket_lock_id SMALLINT NOT NULL, ticket_answered SMALLINT NOT NULL, user_id INTEGER NOT NULL, responsible_user_id INTEGER NOT NULL, group_id INTEGER NOT NULL, ticket_priority_id SMALLINT NOT NULL, ticket_state_id SMALLINT NOT NULL, group_read SMALLINT, group_write SMALLINT, other_read SMALLINT, other_write SMALLINT, customer_id VARCHAR (150), customer_user_id VARCHAR (250), timeout INTEGER, until_time INTEGER, escalation_start_time INTEGER NOT NULL, freekey1 VARCHAR (80), freetext1 VARCHAR (150), freekey2 VARCHAR (80), freetext2 VARCHAR (150), freekey3 VARCHAR (80), freetext3 VARCHAR (150), freekey4 VARCHAR (80), freetext4 VARCHAR (150), freekey5 VARCHAR (80), freetext5 VARCHAR (150), freekey6 VARCHAR (80), freetext6 VARCHAR (150), freekey7 VARCHAR (80), freetext7 VARCHAR (150), freekey8 VARCHAR (80), freetext8 VARCHAR (150), freekey9 VARCHAR (80), freetext9 VARCHAR (150), freekey10 VARCHAR (80), freetext10 VARCHAR (150), freekey11 VARCHAR (80), freetext11 VARCHAR (150), freekey12 VARCHAR (80), freetext12 VARCHAR (150), freekey13 VARCHAR (80), freetext13 VARCHAR (150), freekey14 VARCHAR (80), freetext14 VARCHAR (150), freekey15 VARCHAR (80), freetext15 VARCHAR (150), freekey16 VARCHAR (80), freetext16 VARCHAR (150), freetime1 DATETIME, freetime2 DATETIME, valid_id SMALLINT NOT NULL, create_time_unix BIGINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (tn) ); CREATE INDEX index_ticket_user ON ticket (user_id); CREATE INDEX index_ticket_queue_view ON ticket (ticket_state_id, ticket_lock_id, group_id); CREATE INDEX index_ticket_answered ON ticket (ticket_answered); -- ---------------------------------------------------------- -- create table object_link -- ---------------------------------------------------------- CREATE TABLE object_link ( object_link_a_id VARCHAR (80) NOT NULL, object_link_b_id VARCHAR (80) NOT NULL, object_link_a_object VARCHAR (200) NOT NULL, object_link_b_object VARCHAR (200) NOT NULL, object_link_type VARCHAR (200) NOT NULL ); -- ---------------------------------------------------------- -- create table ticket_history -- ---------------------------------------------------------- CREATE TABLE ticket_history ( id BIGINT NOT NULL IDENTITY(1,1) , name VARCHAR (200) NOT NULL, history_type_id SMALLINT NOT NULL, ticket_id BIGINT NOT NULL, article_id BIGINT, queue_id INTEGER NOT NULL, owner_id INTEGER NOT NULL, priority_id SMALLINT NOT NULL, state_id SMALLINT NOT NULL, valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id) ); CREATE INDEX ticket_history_ticket_id ON ticket_history (ticket_id); CREATE INDEX ticket_history_create_time ON ticket_history (create_time); -- ---------------------------------------------------------- -- create table ticket_history_type -- ---------------------------------------------------------- CREATE TABLE ticket_history_type ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (100) NOT NULL, comments VARCHAR (250), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table article_type -- ---------------------------------------------------------- CREATE TABLE article_type ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (100) NOT NULL, comments VARCHAR (250), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table article_sender_type -- ---------------------------------------------------------- CREATE TABLE article_sender_type ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (100) NOT NULL, comments VARCHAR (250), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table article_flag -- ---------------------------------------------------------- CREATE TABLE article_flag ( article_id BIGINT NOT NULL, article_flag VARCHAR (50) NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL ); CREATE INDEX article_flag_create_by ON article_flag (create_by); CREATE INDEX article_flag_article_id ON article_flag (article_id); -- ---------------------------------------------------------- -- create table article -- ---------------------------------------------------------- CREATE TABLE article ( id BIGINT NOT NULL IDENTITY(1,1) , ticket_id BIGINT NOT NULL, article_type_id SMALLINT NOT NULL, article_sender_type_id SMALLINT NOT NULL, a_from VARCHAR (3800), a_reply_to VARCHAR (500), a_to VARCHAR (3800), a_cc VARCHAR (3800), a_subject VARCHAR (3800), a_message_id VARCHAR (3800), a_content_type VARCHAR (250), a_body VARCHAR(MAX) NOT NULL, incoming_time INTEGER NOT NULL, content_path VARCHAR (250), a_freekey1 VARCHAR (250), a_freetext1 VARCHAR (250), a_freekey2 VARCHAR (250), a_freetext2 VARCHAR (250), a_freekey3 VARCHAR (250), a_freetext3 VARCHAR (250), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id) ); CREATE INDEX article_ticket_id ON article (ticket_id); CREATE INDEX article_message_id ON article (a_message_id); -- ---------------------------------------------------------- -- create table article_plain -- ---------------------------------------------------------- CREATE TABLE article_plain ( id BIGINT NOT NULL IDENTITY(1,1) , article_id BIGINT NOT NULL, body VARCHAR(MAX) NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id) ); CREATE INDEX article_plain_article_id ON article_plain (article_id); -- ---------------------------------------------------------- -- create table article_attachment -- ---------------------------------------------------------- CREATE TABLE article_attachment ( id BIGINT NOT NULL IDENTITY(1,1) , article_id BIGINT NOT NULL, filename VARCHAR (250), content_size VARCHAR (30), content_type VARCHAR (250), content VARCHAR(MAX) NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id) ); CREATE INDEX article_attachment_article_id ON article_attachment (article_id); -- ---------------------------------------------------------- -- create table standard_response -- ---------------------------------------------------------- CREATE TABLE standard_response ( id INTEGER NOT NULL IDENTITY(1,1) , name VARCHAR (80) NOT NULL, text VARCHAR(MAX), comments VARCHAR (100), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table queue_standard_response -- ---------------------------------------------------------- CREATE TABLE queue_standard_response ( queue_id INTEGER NOT NULL, standard_response_id INTEGER NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL ); -- ---------------------------------------------------------- -- create table standard_attachment -- ---------------------------------------------------------- CREATE TABLE standard_attachment ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (150) NOT NULL, content_type VARCHAR (150) NOT NULL, content VARCHAR(MAX) NOT NULL, filename VARCHAR (250) NOT NULL, comments VARCHAR (200), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table standard_response_attachment -- ---------------------------------------------------------- CREATE TABLE standard_response_attachment ( id INTEGER NOT NULL IDENTITY(1,1) , standard_attachment_id INTEGER NOT NULL, standard_response_id INTEGER NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id) ); -- ---------------------------------------------------------- -- create table auto_response_type -- ---------------------------------------------------------- CREATE TABLE auto_response_type ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (50) NOT NULL, comments VARCHAR (200), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table auto_response -- ---------------------------------------------------------- CREATE TABLE auto_response ( id SMALLINT NOT NULL IDENTITY(1,1) , name VARCHAR (100) NOT NULL, text0 VARCHAR (6000), text1 VARCHAR (6000), text2 VARCHAR (6000), type_id SMALLINT NOT NULL, system_address_id SMALLINT NOT NULL, charset VARCHAR (80) NOT NULL, comments VARCHAR (100), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (name) ); -- ---------------------------------------------------------- -- create table queue_auto_response -- ---------------------------------------------------------- CREATE TABLE queue_auto_response ( id INTEGER NOT NULL IDENTITY(1,1) , queue_id INTEGER NOT NULL, auto_response_id INTEGER NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id) ); -- ---------------------------------------------------------- -- create table time_accounting -- ---------------------------------------------------------- CREATE TABLE time_accounting ( id BIGINT NOT NULL IDENTITY(1,1) , ticket_id BIGINT NOT NULL, article_id BIGINT, time_unit DECIMAL (10,2) NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id) ); CREATE INDEX index_time_accounting_ticket_id ON time_accounting (ticket_id); -- ---------------------------------------------------------- -- create table ticket_watcher -- ---------------------------------------------------------- CREATE TABLE ticket_watcher ( ticket_id BIGINT NOT NULL, user_id BIGINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL ); CREATE INDEX ticket_id ON ticket_watcher (ticket_id); -- ---------------------------------------------------------- -- create table sessions -- ---------------------------------------------------------- CREATE TABLE sessions ( session_id VARCHAR (150) NOT NULL, session_value VARCHAR(MAX) NOT NULL ); CREATE INDEX index_session_id ON sessions (session_id); -- ---------------------------------------------------------- -- create table ticket_index -- ---------------------------------------------------------- CREATE TABLE ticket_index ( ticket_id BIGINT NOT NULL, queue_id INTEGER NOT NULL, queue VARCHAR (70) NOT NULL, group_id INTEGER NOT NULL, s_lock VARCHAR (70) NOT NULL, s_state VARCHAR (70) NOT NULL, create_time_unix BIGINT NOT NULL ); CREATE INDEX index_ticket_index_ticket_id ON ticket_index (ticket_id); -- ---------------------------------------------------------- -- create table ticket_lock_index -- ---------------------------------------------------------- CREATE TABLE ticket_lock_index ( ticket_id BIGINT NOT NULL ); CREATE INDEX index_ticket_lock_ticket_id ON ticket_lock_index (ticket_id); -- ---------------------------------------------------------- -- create table customer_user -- ---------------------------------------------------------- CREATE TABLE customer_user ( id INTEGER NOT NULL IDENTITY(1,1) , login VARCHAR (100) NOT NULL, email VARCHAR (150) NOT NULL, customer_id VARCHAR (200) NOT NULL, pw VARCHAR (50), salutation VARCHAR (50), first_name VARCHAR (100) NOT NULL, last_name VARCHAR (100) NOT NULL, comments VARCHAR (250), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id), UNIQUE (login) ); -- ---------------------------------------------------------- -- create table customer_preferences -- ---------------------------------------------------------- CREATE TABLE customer_preferences ( user_id VARCHAR (250) NOT NULL, preferences_key VARCHAR (150) NOT NULL, preferences_value VARCHAR (250) ); CREATE INDEX index_customer_preferences_user_id ON customer_preferences (user_id); -- ---------------------------------------------------------- -- create table ticket_loop_protection -- ---------------------------------------------------------- CREATE TABLE ticket_loop_protection ( sent_to VARCHAR (250) NOT NULL, sent_date VARCHAR (150) NOT NULL ); CREATE INDEX index_ticket_loop_protection_sent_to ON ticket_loop_protection (sent_to); CREATE INDEX index_ticket_loop_protection_sent_date ON ticket_loop_protection (sent_date); -- ---------------------------------------------------------- -- create table pop3_account -- ---------------------------------------------------------- CREATE TABLE pop3_account ( id INTEGER NOT NULL IDENTITY(1,1) , login VARCHAR (200) NOT NULL, pw VARCHAR (200) NOT NULL, host VARCHAR (200) NOT NULL, queue_id INTEGER NOT NULL, trusted SMALLINT NOT NULL, comments VARCHAR (250), valid_id SMALLINT NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id) ); -- ---------------------------------------------------------- -- create table postmaster_filter -- ---------------------------------------------------------- CREATE TABLE postmaster_filter ( f_name VARCHAR (200) NOT NULL, f_type VARCHAR (20) NOT NULL, f_key VARCHAR (200) NOT NULL, f_value VARCHAR (200) NOT NULL ); -- ---------------------------------------------------------- -- create table generic_agent_jobs -- ---------------------------------------------------------- CREATE TABLE generic_agent_jobs ( job_name VARCHAR (200) NOT NULL, job_key VARCHAR (200) NOT NULL, job_value VARCHAR (200) NOT NULL ); -- ---------------------------------------------------------- -- create table search_profile -- ---------------------------------------------------------- CREATE TABLE search_profile ( login VARCHAR (200) NOT NULL, profile_name VARCHAR (200) NOT NULL, profile_type VARCHAR (30) NOT NULL, profile_key VARCHAR (200) NOT NULL, profile_value VARCHAR (200) ); -- ---------------------------------------------------------- -- create table process_id -- ---------------------------------------------------------- CREATE TABLE process_id ( process_name VARCHAR (200) NOT NULL, process_id VARCHAR (200) NOT NULL, process_host VARCHAR (200) NOT NULL, process_create INTEGER NOT NULL ); -- ---------------------------------------------------------- -- create table web_upload_cache -- ---------------------------------------------------------- CREATE TABLE web_upload_cache ( form_id VARCHAR (250), filename VARCHAR (250), content_size VARCHAR (30), content_type VARCHAR (250), content VARCHAR(MAX) NOT NULL, create_time_unix BIGINT NOT NULL ); -- ---------------------------------------------------------- -- create table notifications -- ---------------------------------------------------------- CREATE TABLE notifications ( id INTEGER NOT NULL IDENTITY(1,1) , notification_type VARCHAR (200) NOT NULL, notification_charset VARCHAR (60) NOT NULL, notification_language VARCHAR (60) NOT NULL, subject VARCHAR (200) NOT NULL, text VARCHAR (4000) NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id) ); -- ---------------------------------------------------------- -- create table xml_storage -- ---------------------------------------------------------- CREATE TABLE xml_storage ( xml_type VARCHAR (200) NOT NULL, xml_key VARCHAR (250) NOT NULL, xml_content_key VARCHAR (250) NOT NULL, xml_content_value VARCHAR(MAX) NOT NULL ); CREATE INDEX xml_content_key ON xml_storage (xml_content_key); CREATE INDEX xml_type ON xml_storage (xml_type); CREATE INDEX xml_key ON xml_storage (xml_key); -- ---------------------------------------------------------- -- create table package_repository -- ---------------------------------------------------------- CREATE TABLE package_repository ( id INTEGER NOT NULL IDENTITY(1,1) , name VARCHAR (250) NOT NULL, version VARCHAR (250) NOT NULL, vendor VARCHAR (250) NOT NULL, install_status VARCHAR (250) NOT NULL, filename VARCHAR (250), content_size VARCHAR (30), content_type VARCHAR (250), content VARCHAR(MAX) NOT NULL, create_time DATETIME NOT NULL, create_by INTEGER NOT NULL, change_time DATETIME NOT NULL, change_by INTEGER NOT NULL, PRIMARY KEY(id) ); - END OF otrs-schema.mssql.sql ------------------------------------------------------------------------ --------------

1 0

add customers
by Pablo Abreu 08 Feb '07

08 Feb '07

Hi, I´m new using OTRS and I´want to know if is possible to add a new customer without configure admin group for a user.. In a lower level profile this option is not allowed. regards Pablo

1 0

Default Item in Queue View
by Dan Mahoney, System Admin 08 Feb '07

08 Feb '07

Hello, I notice that on some tickets, when in queue view, I view the customer's original request, but on others (like internally generated email tickets), I view the last internal note (for example, on a queue change). Is there any way to get consistency here? Specifically, I would like to either a) view the original request, overall, or b) view the last NON-AUTOMATIC note. Having ten of THESE showing in the queueview doesn't help, as it doesn't show the subject, nor the customer email address: From: Gushi Systems Support System <support@mydomain> To: Gushi Systems Support System <support@mydomain> Subject: Re: [Ticket#2007013110000015] New Queue "TechSupport::Feature Requests"! This message was written in a character set other than your own.If it is not displayed correctly, click here to open it in a new window. *** THIS IS JUST A NOTE *** The queue of your ticket "2007013110000015" has been changed by "Dan Mahoney" to "TechSupport::Feature Requests". http://prime.gushi.org/otrs/customer.pl?Action=CustomerZoom&TicketID=381 Your OTRS Notification Master -- "She's NOT my girlfriend!" -Dan Mahoney, Quite a bit recently. --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org ---------------------------

1 0

DB.pm line 223 Error
by Petar Kazakov 07 Feb '07

07 Feb '07

I got this strange error from every cron-job that I run. I upgrade my OTRS from 2.1.1 to 2.1.5, using the source. I just extract the new files over the old folder. The error is this DBI::db=HASH(0x8a7d130)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at .../Kernel/System/DB.pm line 223, <PRODUCT> line 4. Peter

1 0

Help me on Generic agent
by Ramziddin Artykov 07 Feb '07

07 Feb '07

Hi list I have selected the 10 min time option in the Generic Agent Job's settings it should check every ten minutes the definite queue and if he finds the owner is root@localhost it should change it should change it to the appropriate owner (F.Y.I every time the customer opens a ticket the initial owner is root@localhost) Why the job is not executed every 10 minutes but only at the first time when i run it? Regards

1 0

R: [otrs] OTRS and MS SQL Server
by COSTA Dave - Lievitalia S.p.A. 07 Feb '07

07 Feb '07

Do you please have a working Config.pm? Thank you Dave ________________________________ Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Piergiovanni Gualotto Inviato: martedì 6 febbraio 2007 17.04 A: User questions and discussions about OTRS.org Oggetto: Re: [otrs] OTRS and MS SQL Server COSTA Dave - Lievitalia S.p.A. wrote: Hi all, is there someone running OTRS with MS SQL Server DB? I'm trying to setup such environment but till now had no success. I've had to modify sql scripts from OTRS 2.1.5 installation in order to let them work (some character substitutions were made) and now I've got the DB up and running. At this time I can't figure out how to connect OTRS with MS SQL. I've modified the Kernel/Config.pm script but bin/ChecDB.pl is still unable to connect. use the DBI::mssql module of perl to connect database MS SQL. It seems like I'm missing the ODBC Driver. Where can I check if the proper ODBC driver is installed? How can I check if it works fine? Can someone post the correct configuration? Thank you all very much for helping. Regards, Dave ________________________________ _______________________________________________ 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/

1 0

OTRS and MS SQL Server
by COSTA Dave - Lievitalia S.p.A. 06 Feb '07

06 Feb '07

Hi all, is there someone running OTRS with MS SQL Server DB? I'm trying to setup such environment but till now had no success. I've had to modify sql scripts from OTRS 2.1.5 installation in order to let them work (some character substitutions were made) and now I've got the DB up and running. At this time I can't figure out how to connect OTRS with MS SQL. I've modified the Kernel/Config.pm script but bin/ChecDB.pl is still unable to connect. It seems like I'm missing the ODBC Driver. Where can I check if the proper ODBC driver is installed? How can I check if it works fine? Can someone post the correct configuration? Thank you all very much for helping. Regards, Dave

3 2

Pending Notification
by Chris 06 Feb '07

06 Feb '07

Hi ! Is it possible to send pending notification not only to the owner but to ALL agents concerned by the queue ? thx

1 0

POP3 Account Help
by Brent Slater 06 Feb '07

06 Feb '07

Hi, Can someone give me a hand, I have my POP3 account setup properly and OTRS is receiving the mail but its creating 3 new tickets everytime for the same email.... This can't be right Can it?? Brent Slater IT Support Officer Sydney Olympic Park Aquatic & Athletic Centres T: (02) 9752 3605 F: (02) 9752 3699 M: 0439 478 560 E: bslater(a)sopac.nsw.gov.au SOPAC Logo <http://aquatics.sopac.elcom.com.au/Images/UserUploadedImages/13/sopac_signa…> http://www.aquaticcentre.com.au <http://www.aquaticcentre.com.au/> http://www.athleticcentre.com.au <http://www.athleticcentre.com.au/> This message is intended for the addressee named and may contain confidential information. If you are not the intended recipient, please delete it and notify the sender. Views expressed in this message are those of the individual sender, and are not necessarily the views of the Sydney Olympic Park Aquatic & Athletic Centres. This message may be archived and reviewed by officers other than those named in the header. _____

1 0

.......... Undefined value as a HASH reference ........
by Piergiovanni Gualotto 05 Feb '07

05 Feb '07

in the function of the "search customer" i get the value of '%{$Content[0]' = ' ' and the system crash with the message "Can't use an undefined value as a HASH reference at Knel/System/Ticket/Article.pm line 1004 ". i resolv thi error changing the if control in the sub "ArticleGet" from: if ($Param{ArticleID}) { return %{$Content[0]}; } else { return @Content; } to : if ($Param{ArticleID} && $Content[0] ) { return %{$Content[0]}; } else { return @Content; } is correct ? is a bug ? Now when "Search customer" i get some the article empy !!! thanks and wait for reply bye

1 0

Adding dynamic objects to the statistic framework
by Jan Miczaika 05 Feb '07

05 Feb '07

Hello, I would like to run statistics on the productivity of our agents. When I go to statistics, the only dynamic object I see is "ticket" and the notice "It depends on your installation how many dynamic objects you can use". Unfortunately I can't find this in the documentation. How can I add dynamic objects? 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

1 0

Upgrade from 2.1.2 to 2.1.5
by Maurice James Ny 05 Feb '07

05 Feb '07

Does anyone know how to manually upgrade from version 2.1.2 to 2.1.5? What files got changed and what the changes are? I don't want to download the entire rpm or risk loosing any config modifications that I already made.

5 9

RE: [otrs] Articel shown in QueueView
by Dave Wojciechowski 03 Feb '07

03 Feb '07

Anyone give you any pointers on this, I'm interested as well. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Max Bidlingmaier Sent: Wednesday, January 31, 2007 7:39 AM To: otrs(a)otrs.org Subject: [otrs] Articel shown in QueueView Hi, I wonder if it's possible to get the lastest article in the ticket-history in the queue-view. By default the orginial ticket-text (last customer reply?) is shown there. My agents would like to see the latest article there and if possible also when using the Zoom-Function the latest article should be shown. thanx max -- ------------------------------------------------------------ EasternGraphics - visualize your business Max Bidlingmaier Administration http://www.EasternGraphics.com phone: +49 3677 67820 EasternGraphics GmbH - Albert-Einstein-Strasse 1 - DE-98693 Ilmenau Geschaeftsfuehrer - Ekkehard Beier, Volker Blankenberg, Frank Wicht Amtsgericht Jena - HRB 304052

1 0

About Escalation time/Unlock timeout
by Ramziddin Artykov 03 Feb '07

03 Feb '07

Hi What is that number that putting into textbox? If i put 1 does that mean the ticket in this queue will be escalated or unlocked in 24 hours? Regards Ramziddin

2 2

About Generic Agent
by Ramziddin Artykov 03 Feb '07

03 Feb '07

Hi everybody I just want to ask if there is more easier explanation of how generic agent in the web or anywhere else because i find the documentation a bit useless on this topic Regards Ramziddin

2 2

Generic agent's note
by Ramziddin Artykov 03 Feb '07

03 Feb '07

Hi What should i do so that the note i specified in generic agent's settings is sent? Regards Ramziddin

2 2

Help on POP3 account
by Ramziddin Artykov 03 Feb '07

03 Feb '07

Hi What is a pop3 account and how to work with that? What should i enter for host? I just couldn't understand this. Regards Ramziddin

2 1

Help needed on parameters
by Ramziddin Artykov 03 Feb '07

03 Feb '07

Hi guys I have got a following problem: when a customer gets a notification about the new state of his /her ticket FOR EXAMPLE *** THIS IS JUST A NOTE *** The state of your ticket "2007020110000016" has been changed by "ali ali" to "open". http://yourhost.example.com/otrs/customer.pl?Action=CustomerZoom&TicketID=41 Your OTRS Notification Master *** THIS IS JUST A NOTE *** I want instead of yourhost.example.com it writes the login page for customer web interface something like: otrs.(companyname).com Is that possible. Regards Ramziddin

1 0

Help needed on Initial owner of the ticket
by Ramziddin Artykov 03 Feb '07

03 Feb '07

Hi guys Does anybody know why when a customer creates a new ticket the initial owner of the ticket is the main admin root@localhost? Maybe some of my notification related problems come out of this thing. Does anybody know how to configure the otrs so that initial owner is not the root@localhost but the user that is responsible for queue the ticket sent to? Regards Ramziddin

1 0

RE: [otrs] SMTP Authnetication Failed
by Dave Wojciechowski 03 Feb '07

03 Feb '07

Hello, I'm on an exchange server as well are you using your domain in the username for example {username}@{domain} ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Amit Jain Sent: Friday, February 02, 2007 7:22 AM To: otrs(a)otrs.org Subject: [otrs] SMTP Authnetication Failed Hello, I want to configure the exchange server for my organization with OTRS. I have added to host server for the exchange server in smtp and pop3 settings and also the username and password. When I try to email a ticket from Admin I get a syslog SMTP authentication failed! Enable debug for more info! When I try to telnet my exchange server I am able to it successfully. Also with the username and password provided, I can check my mails in outlook. [root@localhost otrs]# telnet 64.78.21.163 25 Trying 64.78.21.163... Connected to 64.78.21.163. Escape character is '^]'. 220 mis011.exch011.intermedia.net Microsoft ESMTP MAIL Service, Version: 6.0.3790.1830 ready at Fri, 2 Feb 2007 03:57:53 -0800 451 Timeout waiting for client input Connection closed by foreign host. Please advice on which configure settings I am missing. Also, I am unable to log the logs into file, default is set to syslog. Regards, Amit Jain

2 1

How to disable customers from changing ticket priority
by OTRS 88 03 Feb '07

03 Feb '07

In older versions of OTRS there was a parameter called CustomerPriority that you could set to 1 or 0 to allow or disallow customers to change the priority of their tickets. Now that CustomerPriority is not longer around, how is that feature accessed? In other words, how do I make a change to allow/disallow customers from changing their ticket priorities?

1 0

New entry for customers
by Alessandro Paiusco 02 Feb '07

02 Feb '07

HI, is it (and how...) possibile add a new entry for any customer, such as phone number or address? *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Paiusco Alessandro Infonet Srl _ (o)_ //\ V_/_ Save a tree: please do not print this e-mail unless you really need to *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*

1 0

SMTP Authnetication Failed
by Amit Jain 02 Feb '07

02 Feb '07

Hello, I want to configure the exchange server for my organization with OTRS. I have added to host server for the exchange server in smtp and pop3 settings and also the username and password. When I try to email a ticket from Admin I get a syslog SMTP authentication failed! Enable debug for more info! When I try to telnet my exchange server I am able to it successfully. Also with the username and password provided, I can check my mails in outlook. [root@localhost otrs]# telnet 64.78.21.163 25 Trying 64.78.21.163... Connected to 64.78.21.163. Escape character is '^]'. 220 mis011.exch011.intermedia.net Microsoft ESMTP MAIL Service, Version: 6.0.3790.1830 ready at Fri, 2 Feb 2007 03:57:53 -0800 451 Timeout waiting for client input Connection closed by foreign host. Please advice on which configure settings I am missing. Also, I am unable to log the logs into file, default is set to syslog. Regards, Amit Jain

1 0

POP3 settings
by Amit Jain 02 Feb '07

02 Feb '07

Dear all, Should my outlook host should be the host on the POP3 account settings and my username/password as the $Self->{'SendmailModule::AuthUser'} and $Self->{'SendmailModule::AuthPassword'} respectively to receive the tickets in email accounts. Please reply as this very urgent. Regards, Amit Jain

1 0

RE: [otrs] Forwarding Email Generated Tickets to Technical staff.
by Dave Wojciechowski 02 Feb '07

02 Feb '07

No idea if this will work but I saw an option to turn off html to txt in the postmaster settings maybe that will do the trick for you. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Janet Post Sent: Tuesday, January 30, 2007 12:30 PM To: User questions and discussions about OTRS.org Subject: [otrs] Forwarding Email Generated Tickets to Technical staff. Hello everyone, I have just implemented otrs at my organization, but it is not working out quite the way I need it to and I am hoping someone here can help. We receive tickets from an external call center by email, usually in HTML format with screen shots to help clarify problems to our technical staff. OTRS needs to take this email, generate a ticket number to tack onto the subject, and than forward the email unchanged to our technicians via email. So far, the best I can do to forward the email is to send notifications that there is a new ticket and set the <OTRS_CUSTOMER_EMAIL[2000]> to a very high number of lines, (like 2000). This does not forward the html email, but rather changes it to text which badly mangles charts and tables and does not include any graphics. Is there a way to fix this problem? Janet Post _______________________________________________ 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/

1 0

Backup.pl script Rotation feature doesn't work
by Mike Morris 02 Feb '07

02 Feb '07

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. ------------------------------------

1 0

LDAP and AD
by Udell-Eric 01 Feb '07

01 Feb '07

I'm also trying to get my OTRS windows installation to connect to AD. I wasn't really able to figure out the config setup in OTRS ( it's almost unusably slow on my system... ) so I've been trying to work out how to add LDAP authentication to my config.pm. It looks like it's working, (I have no errors in the apache error.log, nor do I get an error accessing customer.pl ) but I can't log in and when I'm logged on as a user I can't pull up any customer list. Here's the config.pm I've been using: # Authmodule information # $self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $self->{'AuthModule::LDAP::Host'} = '192.168.42.245'; $self->{'AuthModule::LDAP::BaseDN'} = 'dc=bocc, DC=monroecounty-fl, dc=gov'; $self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs helpdesk, CN=users, dc=bocc, DC=monroecounty-fl, dc=gov'; $self->{'AuthModule::LDAP::SearchUserPW'} = 'password'; # Customer Authentication # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.42.245'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'cn=users, dc=bocc, DC=monroecounty-fl, dc=gov'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs helpdesk, cn=users, dc=bocc DC=monroecounty-fl,dc=gov'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; # Get Customer Information # $Self->{CustomerUser} = { Name =>'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '192.168.42.245', BaseDN => 'DC=monroecounty-fl,dc=gov', SSCOPE => 'sub', UserDN => 'CN=otrs helpdesk, cn=users, dc=bocc, DC=monroecounty-fl, dc=gov', UserPw => 'password', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; Any help welcome. Thanks, Eric Udell Technical Services Monroe County BOCC 305-289-2504

1 0

installs to non-default directories
by Liz Burke-Scovill 01 Feb '07

01 Feb '07

Has anyone installed OTRS via compile from source to non-default install directories that can answer some questions for me? On or off list? I've been running into some problems, and if we're going to go with OTRS, we would need to address those issues. Thanks! Liz Burke-Scovill -- Imagination is intelligence having fun... fiddledragon(a)gmail.com

2 4

Re: [otrs] Missing notification to the user
by Ramziddin Artykov 01 Feb '07

01 Feb '07

Hi Luca I am Ramziddin and I am having the same problem. I have already posted this on the list and a reply from so-called Armando De la Re Vega He suggested this thing First Go to the preference of this user and set *[ New ticket notification ] Send me a notification if there is a new ticket in "My Queues"* to *YES* #####################POSIBLE SOLUTION################################ Bug 977 http://bugs.otrs.org/show_bug.cgi?id=977 "No notification for new ticket from webinterface" ---------------------------------------------------------------------------------------- In Kernel/System/Web/InterfaceCustomer.pm you can find the following line: $Self->{GroupObject} = Kernel::System::CustomerGroup->new(%{$Self}); Change it to: $Self->{CustomerGroupObject} = Kernel::System::CustomerGroup->new(%{$Self}); ---------------------------------------------------------------------------------------- ####################################################################### However, this did not work in my case although it is working perfectly well with Armando's case.I hope that this will help you as well.Afterall, the hope is last to die. And please if you find any other new thing about this problem contact me. I will be looking forward to your reply. On 1/31/07, Luca Martella <luca.martella(a)unilabsrl.it> wrote: > > 31-01-2007 > > Hello all! > > I've a little issue that regards notifications. Our queues are structured > as follow: > > StandardPrograms > - FirstSoftware > - SecondSoftware > SpecialProject1 > SpecialProject2 > > The "SpecialProject1" queue is assigned to a specific user that follow > this special project. When a customer posts a ticket into that queue, the > user doesn't receive any notification of the new ticket. I've already tested > the email relay and it works correctly... > > Any other idea? > > Thanks > > Luca Martella > Unilab S.r.l. Development Team > luca.martella(a)unilabsrl.it > > > > _______________________________________________ > 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/ >

1 0

Using Roles in ACL's
by Oleg O. Orlov 01 Feb '07

01 Feb '07

I'm using ACL's (because impossible to define more or less complex rights table without it) I know about using different match properties such Queue, Login, Group_rw Is it possible to use Roles in this descriptions ?

2 1

Gather information on users that need training
by gross＠prival.ca 31 Jan '07

31 Jan '07

We would like to use OTRS for ticket tracking as from my point of view it looks powerful without being overkill, and pretty customizable. Plus, it is open source so that is great.. For one of our clients (we do support for them), we'd like to track all the tickets on OTRS under them as the client, but we would also like a way to record what user of that company placed the ticket in a way that can easily be used for reporting. For example, user John from company ACME calls about 48 times a week because he locked his account. I'd love to be able to run a report for ACME that would show who called the most often in the last quarter for example, so they can easily determine who would benefit the most from additional training for example. What would you suggest I do ? I don't know OTRS much yet and I don't want to steer away from "best practices" because I have a feeling we'll be using it a lot in a year or two, so I don't want to screw anything up from the ground up.. Thanks a lot. -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

1 0

Articel shown in QueueView
by Max Bidlingmaier 31 Jan '07

31 Jan '07

Hi, I wonder if it's possible to get the lastest article in the ticket-history in the queue-view. By default the orginial ticket-text (last customer reply?) is shown there. My agents would like to see the latest article there and if possible also when using the Zoom-Function the latest article should be shown. thanx max -- ------------------------------------------------------------ EasternGraphics - visualize your business Max Bidlingmaier Administration http://www.EasternGraphics.com phone: +49 3677 67820 EasternGraphics GmbH - Albert-Einstein-Strasse 1 - DE-98693 Ilmenau Geschaeftsfuehrer - Ekkehard Beier, Volker Blankenberg, Frank Wicht Amtsgericht Jena - HRB 304052

1 0

Move FreeText-field
by Alexander Scholler 31 Jan '07

31 Jan '07

Hi, I want to move a freetext-field e.g. from 3 to 10 due to modified usage/organization of these fields. Surely, this can simply be done with a sql-update, but I don't like this due to a broken ticket-history. My idea is using a generic-agent-job (not db, via cmd). It's no problem to find the tickets which should get an update, but how do I update the "new" freetext-field with the value of the "old" freetext-field? And ideas? Bye, Alex

1 0

Missing notification to the user
by Luca Martella 31 Jan '07

31 Jan '07

31-01-2007 Hello all! I've a little issue that regards notifications. Our queues are structured as follow: StandardPrograms - FirstSoftware - SecondSoftware SpecialProject1 SpecialProject2 The "SpecialProject1" queue is assigned to a specific user that follow this special project. When a customer posts a ticket into that queue, the user doesn't receive any notification of the new ticket. I've already tested the email relay and it works correctly... Any other idea? Thanks Luca Martella Unilab S.r.l. Development Team luca.martella(a)unilabsrl.it

1 0

Some help needed for groups handling
by Ramziddin Artykov 31 Jan '07

31 Jan '07

Hi folk It is possible a newbie question but anyway I would really if anybody responses this issue. The case: Imagine you have two users: "Writer" and "Sorter" Both of them are in a group "Support-Team". It has a queue called "Questions" The "Writer" has all permissions (ro,rw and etc) for this group, as he should read and answer all customer tickets.The "Sorter" has all but rw (he does not have only this permission) because he only should have rights to move, read, change owner and priority. The Problem: When a customer sends a ticket to "Questions" queue Why only "writer" can see this ticket the "sorter" cannot see it when they are logged into the agent web interface. Can anyone help me with this. Regards. Ramziddin

2 2

No notification when ticket into other queue
by Ramziddin Artykov 31 Jan '07

31 Jan '07

Hi OTRS mailing list users Another notification-related problem is when customer by mistake sends ticket to one queue and user reponsible moves it into appropriate queue the agent of this appropriate queue does not receive a notification into his mail Although I have set *[ Move notification ] Send me a notification if a ticket is moved into one of "My Queues". to "Yes*" this does not help Is there anything else to do. I am looking forward to your assistance.

1 0

No notification to agent from web interface
by Ramziddin Artykov 31 Jan '07

31 Jan '07

Hi OTRS mailing list users I am newbie in this system and i am having some problems with it. The Problem: When customer creates a ticket form web interface the agent that is responsible for this ticket doesn't receive a notification. Things I have tried: Form preferences of this agent I have set *[ New ticket notification ] Send me a notification if there is a new ticket in "My Queues".* to *"YES" *I have also after thew help of Armando De la Re Vega that it is a bug * *no 977 in bugzilla * Bug 977 http://bugs.otrs.org/show_bug.cgi?id=977 "No notification for new ticket from webinterface" * I have done the suggested thing i.e: * * In Kernel/System/Web/InterfaceCustomer.pm you can find the following line: * $Self->{GroupObject} = Kernel::System::CustomerGroup->new(%{$Self}); ** Change it to: $Self->{CustomerGroupObject} = Kernel::System::CustomerGroup->new(%{$Self}); *But that all was useless. May be I should have something else or Is that an inevitable bug of the system * I am looking forward to your help my comrades!!! ** *

1 0

Virtual queues : How to configure or may be feature request
by Oleg O. Orlov 31 Jan '07

31 Jan '07

Can I configure Virtual queue : The queue? which exists? but every message in it just like symlink in Unix - it really exists in real queue but always can be seen in virtual queue, if somebody move it there. It's like ticket watcher but it is system wide. And no limitation for number of such vqueue as like sub-vqueue.

1 0

Fix wrong tickets merge
by Oleg O. Orlov 31 Jan '07

31 Jan '07

It is possible to fix wrong merge? I'm SQL'ing the database, but say me about right method. I know this system main concept is non rolback moves. But Admin must be able do this to return logic in stable state.

1 0

Certificate of quality
by Oleg O. Orlov 31 Jan '07

31 Jan '07

Is there any public available certificate for OTRS ??? For example (and most preferred) ISO 9001 Quality certificate. I read about upcoming ITIL ready certificate, but what about now ?

1 0

Re: Re: Server config for our setup - recommendations?
by Jan Miczaika 31 Jan '07

31 Jan '07

Hello Jozsef, thank you for the pointer. Best regards Jan -- Geschäftsführer / Managing Director Hitflip Media Trading GmbH www.hitflip.de - coming soon: www.hitflip.co.uk Tel. +49-(0)221-272407-27 Fax. 0221-272407-22 HRB 59046, Amtsgericht Köln

1 0