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Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

Re: [otrs] External Cust DB, with XBase?
by Peter Anders�n 26 Dec '06

26 Dec '06

Hej Jag är Pappaledig fram till slutet av februari. jag finns på telefon till och från. Peter Andersén

1 0

External Cust DB, with XBase?
by Mike Morris 26 Dec '06

26 Dec '06

Hi, I'm new to OTRS, and am trying to have it use an existing XBase table as an External Customer Backend... which sounds possible from the docs... So far I've: * installed XBase perl module for reading/writing XBase files, * added the "$Self->{CustomerUser}" to my Config.pm, with a DSN for the new XBase module. (That is, 'DBI:XBase:/opt/otrs/mcm', which points to the dir with the xbase files). Now in the webui I get: * Can't connect to database! at /opt/otrs//Kernel/System/CustomerUser/DB.pm line 56. (Should I worry about the double "/" before the Kernel dir???) and in the system messages log (Fedora Core 5, btw) I get: * Unknown database type! Set option Database::Type in Kernel/Config.pm to (mysql|postgresql|maxdb|oracle|db2|mssql). Is the error message correct that only the listed DB types can be used? I had hoped any DBI compatible access method would work??? Or by moving the CustomerUser portion from Defaults.pm into Config.pm, did I screw something up??? Thanks in advance, MikeM Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Quote: We clamor for equality chiefly in matters in which we ourselves cannot hope to attain excellence. To discover what a man truly craves, but knows he cannot have, we must find the field in which he advocates absolute equality. - Eric Hoffer (1902-1983), Philosopher ------------------------------------

1 0

Please help with md5
by Bruno Sarlo 22 Dec '06

22 Dec '06

Hi, I'd like to be able to write and read the same md5 passwords writen by other application, in php. I took a look to some files like Kernel/System/CustomerAuth/DB.pm and others and from reading the pw created by OTRS I realized that it was a mix of md5 of different information of the user and encrypted. Is this a security measure? Maybe it's easier to change our current back-end to imitate the OTRS script. I'm not programmer but working with somebody who develops mostly in PHP. Thanks for any help. -- Bruno

1 0

installation of otrs2_2.1.3-1_all.deb
by Bruno Sarlo 21 Dec '06

21 Dec '06

I'm experimenting problems with this deb. I'm trying to install from source now, but any help will be appreciated. This is what the dpkg thought out: box:~/downloads# dpkg -i otrs2_2.1.3-1_all.deb Selecting previously deselected package otrs2. (Reading database ... 27459 files and directories currently installed.) Unpacking otrs2 (from otrs2_2.1.3-1_all.deb) ... The user `otrs' already exists as a system user. Exiting... Setting up otrs2 (2.1.3-1) ... dbconfig-common: writing config to /etc/dbconfig-common/otrs2.conf Replacing config file /etc/dbconfig-common/otrs2.conf with new version Replacing config file /etc/otrs/database.pm with new version creating database backup in /var/cache/dbconfig-common/backups/otrs2_2.0.4p01-17.mysql. dpkg: error processing otrs2 (--install): subprocess post-installation script returned error exit status 1 Errors were encountered while processing: otrs2 box:~/downloads# -- Bruno

1 1

FW: Blocky Text
by Dave Wojciechowski 21 Dec '06

21 Dec '06

Anyone else? happnes after attaching and spell checking. ________________________________ From: Dave Wojciechowski Sent: Saturday, December 09, 2006 4:00 PM To: 'User questions and discussions about OTRS.org' Subject: Blocky Text Is anyone else having a problem w/ blocky text on notes and phone calls when attaching files, it cuts the text down and puts in carriage returns. Thanks I'm Wojo

1 0

Ticket unlocking and escalation
by Lauren Williams 21 Dec '06

21 Dec '06

Can anyone help me with the unlock timeout and escalation feature on queues? I have set them both at 2880 (2days) and they just unlock or escalate at random times. I can't figure out what might be causing this to happen. Lauren Williams System Analyst - Lab Memorial Hospital of Sweetwater County 1200 College Drive Rock Springs, WY 82901 (307) 352-8532 e-mail: lwilliams(a)minershospital.org <blocked::mailto:lwilliams@minershospital.org>

1 0

bulk check all messages
by Marc Herms 21 Dec '06

21 Dec '06

Hi, how can I check ALL message to use them then with the bulk-action feature with only ONE mouseclick? Right now, I have to check EVERY single message and then click on bulk-action. Is there a way to check all message at once? thanks, marc

2 1

Survey Module problems
by Lauren Williams 20 Dec '06

20 Dec '06

I am new to OTRS and we are just trying to use the Survey Module. Whenever we close a ticket, we set it up to send a survey to the customer, but it sends 2 tickets. Has anyone else had this problem? Lauren Williams System Analyst - Lab Memorial Hospital of Sweetwater County 1200 College Drive Rock Springs, WY 82901 (307) 352-8532 e-mail: lwilliams(a)minershospital.org <blocked::mailto:lwilliams@minershospital.org>

1 0

linking to a customer's tickets from an external source
by mike conigliaro 20 Dec '06

20 Dec '06

hey guys, we're using sugarcrm which includes its own ticket system, but we like otrs better. since theres no simple way (that i know of) to integrate otrs into sugarcrm, what id like to do is place a link in each customer page to their otrs tickets. i already know that i can use a url like this: index.pl?Action=AgentTicketCustomer&TicketID=1874 apparently this looks at ticket #1874 and displays all other tickets with the same customerid. this works okay, but what id really like to do is something like this: index.pl?Action=SomeAction&CustomerID=MYCUSTOMERID this would make it much easier to do the initial population of the url field in sugarcrm, because id only need to know the customer id. does anyone know if theres a way to do something like this? maybe using the search page? -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

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Auth?
by Dave Wojciechowski 20 Dec '06

20 Dec '06

Anyone ever added anything in to OTRS using there auth module to auth the pages? any words of wisdom on that subject Thanks I'm Wojo ________________________________ Morgan's Foods Inc. 4531 Belmont Ave # A Youngstown, OH 44505 (330) 759-3006 Ext # 122 (330) 759-7231 FAX

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Problem with MHT
by Papy - Aideonline.com 19 Dec '06

19 Dec '06

Hi, Christian -I hope you read this msg ;p-, at the end of august (http://lists.otrs.org/pipermail/otrs/2006-August/012079.html) you asked for a MHT which can't be attach with an OTRS mail. This message appear: "Software error:can't have encoding base64 for message type message/rfc822! at /var/www/otrs//Kernel/System/Email.pm line 278" You can found an example of mht wich causes problem on http://forum.aideonline.com/temp/otrs.mht Really thanks for your help ! Matthieu

1 0

Changes in v.2.1.3 and v.2.1.4?
by s taylor 19 Dec '06

19 Dec '06

Hello. Is there a way to find out which changes/bug fixes/updates are in these versions? Also, was the FAQ link to tickets fixed? Thanks in advance.

3 2

Re: [otrs] Upgrading from 2.0.4 to 2.1.2(3)?
by Danie 19 Dec '06

19 Dec '06

Hi Richard , No I did in fact not get any responses at all , which leads me to believe I either asked the wrong questions , or the upgrade is a smooth operation :P I did however do a test install (rpm) on a FC5 system , and I must say it went pretty well. Hi Daniel, Did you get favorable responses? If so, do you mind sharing please? _thanks --- Danie <djtzar(a)gmail.com> wrote: >> Hi , >> >> We are in the process of upgrading to 2.1.3 (see >> that is the latest on >> ftp) , I have read the small UPGRADING.txt file and >> it seems like a >> fairly simple procedure. We are running OTRS 2.0.4 >> on a dual Xeon FC5 >> machine and mysql-5.0.18-2.1. It will probably be a >> rpm upgrade , as the >> original install was from rpm. >> >> Are there any other pitfalls and/or hints that >> anyone can provide as >> this is a production system and we would like things >> to go as smoothly >> as possible :) >> >> Thanks in Advance! >> >> Daniel >

1 0

RE: [otrs] Panic! No User Data!!!
by Miller, Tim 19 Dec '06

19 Dec '06

Nathan, >>>Here are the pertinent snippets from my Config.pm file and also some pieces of the system log from OTRS:<<< # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name =>'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '10.222.129.234', # ldap base dn BaseDN => 'dc=dbtamerica,dc=local', # search scope (one|sub) SSCOPE => 'sub', UserDN => 'CN=otrs ldap,OU=Users,OU=Houston Manufacturing PA,OU=DBTAmerica,DC=dbtamerica,DC=local', UserPw => '**********', AlwaysFilter => '', }, # 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' ], ], }; >>>I know that the authentication part is working b/c of the entries in the System Log in OTRS:<<<< Tue Dec 19 04:15:40 2006 error OTRS-CGI-10 00000000: LdapErr: DSID-0C090627, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, vece Tue Dec 19 04:15:40 2006 error OTRS-CGI-10 00000000: LdapErr: DSID-0C090627, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, vece Tue Dec 19 04:15:40 2006 notice OTRS-CGI-10 CustomerUser: tmiller authentification ok (REMOTE_ADDR: 10.222.128.86). >>>If I use an incorrect password from the customer login screen, I get the following:<<< Tue Dec 19 05:18:58 2006 notice OTRS-CGI-10 CustomerUser: tmiller authentification failed: '80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 52e, vece >>>This tells me that the initial authentication is working, but for some reason it is not able to retrieve the needed info from AD to allow the customer to log in. Also, I get the same error when trying to create a ticket from the "Phone Ticket" screen on the agent side (the "In order to perform this operation a successful bind must be completed....... error). And no customer data is retrieved when I search for a customer.<<< Got any ideas for me? The part that drives me crazy is that I have a test server working perfectly, but I can't find any differences between the two. The only difference is that the test server is running on FC3 and my intended production server is running on Ubuntu 6.06 LTS 64-bit server edition. Any input is appreciated. Thanks. With Best Regards, Tim Miller Network Administrator DBT America, Inc. Houston, PA ________________________________ From: Nathan Campbell [mailto:n.campbell@DalSym.com] Sent: Monday, December 18, 2006 4:00 PM To: Miller, Tim Subject: RE: [otrs] Panic! No User Data!!! OTRS looks for data on the account like email , first name, last name, etc... Make sure that your customer accounts have all that info or modify the system to not look for it. I had the same thing occur, except with Agents. I would create a new user in AD, and then jump right over to OTRS and log them in, but would get the Panic message until AD populated all of the various data fields. Hope that helps, Nathan Campbell Systems Administrator Dallas Symphony Association n.campbell(a)dalsym.com <mailto:n.campbell@dalsym.com> 214-871-4026 http://www.dallassymphony.com <http://www.dallassymphony.com/> ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Miller, Tim Sent: Monday, December 18, 2006 3:00 PM To: User questions and discussions about OTRS.org Subject: [otrs] Panic! No User Data!!! When I try to log in to the customer side I am getting this error message (Panic! No User Data!!!). I am using LDAP authentication with Active Directory and I know that part is working because I can see the successful and failed login attempts on my DC. I have a working test server that we have been using for several months and just installed a new server that we are planning on using in our production environment. I thought I could just copy the database, Config.pm, and ZZZAuto.pm files and it should work. Everything else looks good, but it will not allow the customer login to happen. >From the Agent side, everything is working properly except that if I try to add a new ticket, it does not pull the customer info from AD (which my test server does properly). I feel as though I am missing something simple, but I can't seem to figure it out. Any suggestions on the cause of this error and possible solutions would be greatly appreciated. With Best Regards, Tim Miller Network Administrator DBT America, Inc. tim.miller(a)dbtamerica.com

1 0

Panic! No User Data!!!
by Miller, Tim 18 Dec '06

18 Dec '06

When I try to log in to the customer side I am getting this error message (Panic! No User Data!!!). I am using LDAP authentication with Active Directory and I know that part is working because I can see the successful and failed login attempts on my DC. I have a working test server that we have been using for several months and just installed a new server that we are planning on using in our production environment. I thought I could just copy the database, Config.pm, and ZZZAuto.pm files and it should work. Everything else looks good, but it will not allow the customer login to happen. From the Agent side, everything is working properly except that if I try to add a new ticket, it does not pull the customer info from AD (which my test server does properly). I feel as though I am missing something simple, but I can't seem to figure it out. Any suggestions on the cause of this error and possible solutions would be greatly appreciated. With Best Regards, Tim Miller Network Administrator DBT America, Inc. tim.miller(a)dbtamerica.com

1 0

using email to close otrs tickets
by Janet Post 18 Dec '06

18 Dec '06

Hello all, I am using otrs version 2.1.2. I would the ability to close tickets via email. I would like to have a filter that finds either: CLOSED or RESOLVED as the first word in the subject line, and have otrs close the ticket. Is there some way to do this? I have tried using the postmaster filter with these settings: Match: Header 1: Subject Value: CLOSED Set: Header 1: X-OTRS-State Value: closed successful But this does not seem to work. Janet

1 0

Upgrade RPM 2.1.3 to 2.1.4
by Dave Wojciechowski 18 Dec '06

18 Dec '06

Hello All, I built my system off the RPM install of otrs. My question is is there anything that i need to know on the upgrade to 2.1.4 from 2.1.3 can i just install over top using the rpm upgrade, or do i need to backup my config first? Thanks I'm Wojo

2 1

AW: [otrs] Ticket merge gives error, OTRS 2.1.3
by shawn.beasley＠dlh.de 18 Dec '06

18 Dec '06

> -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von Nils Breunese (Lemonbit) > Gesendet: Montag, 18. Dezember 2006 15:05 > An: User questions and discussions about OTRS.org > Betreff: Re: [otrs] Ticket merge gives error, OTRS 2.1.3 > > Jozsef Valkai wrote: > > >> 1. OTRS returns a generic "Error" web page, but with no > error detail > >> at all > > > > Did you remove the white space character from the > TicketNumber field's > > ending? > > I see the OTRS 2.1.4 changelog mentions fixing the merge bug. > > Nils Breunese. > > > Hi, See the changelog http://cvs.otrs.org/viewcvs.cgi/otrs/CHANGES?rev=1.323&content-type=text/vn… I think this has ben fixed. Greetz, Shawn

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AW: [otrs] Upgrade RPM 2.1.3 to 2.1.4
by shawn.beasley＠dlh.de 18 Dec '06

18 Dec '06

________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Dave Wojciechowski Gesendet: Montag, 18. Dezember 2006 15:34 An: User questions and discussions about OTRS.org Betreff: [otrs] Upgrade RPM 2.1.3 to 2.1.4 Hello All, I built my system off the RPM install of otrs. My question is is there anything that i need to know on the upgrade to 2.1.4 from 2.1.3 can i just install over top using the rpm upgrade, or do i need to backup my config first? Thanks I'm Wojo Hey Dave, as long as you have not done to much work manually changing dtl files or something of this nature, you can install the rpm directly over the top. No Probs, I have done this already with my test system. Greetz Shawn

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config.pm is not writable
by Leonardo Ordóñez 18 Dec '06

18 Dec '06

Please Help Me! : I am tried to install OTRS in CentOS 4.3. but in the step 2 I have this messaje: Kernel/Config.pm isn't writable! If you want to use the installer, set the Kernel/Config.pm writable for the werserver user! Can't open /opt/otrs/Kernel/Config.pm: Permission denied I reviewed permission for this file but it´s right. Please can you help me. Y tried everything and this not start. Regards, Leonardo Ordóñez --

1 0

Ticket merge gives error, OTRS 2.1.3
by Brendan Humphreys 18 Dec '06

18 Dec '06

Hi, We just upgraded from OTRS 2.0.4 to OTRS 2.1.3 and now Ticket Merge is causing problems. When two tickets are merged, the following happens: 1. OTRS returns a generic "Error" web page, but with no error detail at all 2. the tickets ARE actually merged, BUT all participants receive a merge notification email, even though the "notify user" option is left unchecked. We typically don't want to pester customers with merge notifications, so this has left us unable to use Merge. I've looked through the logs and can't see any error messages. I'd very much appreciate some help in tracking down the cause of this problem, as our team uses ticket merge a lot. Cheers, -Brendan

4 4

output of customer data backend- use HTML
by Daniel Mayer [COUGA.net] 18 Dec '06

18 Dec '06

Hi list, I'm quite impressed of the flexibility of OTRS and successfully integrated our existing user DB in the frontend. The Output which is presented on the right on the AgentTicketZoom page is limited to a certain amount of characters and, in addition, special characters are filtered out. I want to present a list of all domains a customer has registered there. To accomplish that I need to get rid of the limit and wanted to use HTML <br> tags to print them neatly under each other. Unfortunately my constructed string gets cut off and the html tags are converted to > etc. Is it possible to rewrite this output to not strip the html code and allow longer strings? I tried to look through the source code but it seems quite complicated to find the right place to make a change without completely understanding the whole system. Thank you for your help, Daniel

1 0

RE: [otrs] Survey Module
by Jason Hitt 15 Dec '06

15 Dec '06

I could use some help on this as well. I got the module installed and appears on the Nav bar and setup the options in Sysconfig. Not sure what I need to do to "trigger" the survey emails. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Maurice James Ny Sent: Friday, December 15, 2006 4:29 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Survey Module Does anyone have any experience with the survey module? ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Maurice James Ny Sent: Monday, December 04, 2006 5:42 PM To: otrs(a)otrs.org Subject: [otrs] Survey Module Does anyone know how to use the survey module? I have it installed, but how do I send it to customers to participate?

1 0

Configure OTRS with other DB
by Bruno Sarlo 15 Dec '06

15 Dec '06

Hi all, I've been trying to connect the OTRS authentication system with my users database. I've added to the file Kernel/Config.pm the following code, changing the values to feet my database config but I still can't login. # --------------------------------------------------- # # # # Start of config options!!! # # CustomerUser stuff # # # # --------------------------------------------------- # # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database Backend', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', # Password => '', Table => 'customer_user', }, # customer uniq id CustomerKey => 'login', # customer # CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], CustomerUserEmailUniqCheck => 1, # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # just a read only source # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], # default selections Selections => { # UserSalutation => { # 'Mr.' => 'Mr.', # 'Mrs.' => 'Mrs.', # }, }, }; ################################################################## If I ask for a new password and enter a user (email) from my database, it will generate and store in the DB a new password, and then send it to me correctly, so I don't understand what can be going on. I also don't know where to see logs for debugging this kind of things. I'll have to say that I'm not an expert but getting through the customization needed. The template system is also great and very flexible. Thanks everybody very much in advance for your help and this great soft!!! -- Bruno

2 2

RE: [otrs] Double Chucking Email
by Dave Wojciechowski 15 Dec '06

15 Dec '06

Ah ha, fixed my issue, so I will let anyone else know just incase they have this problem, if you use emacs to edit it makes that wonderful ~ file as a backup copy in the same dir, well if you do that in the /opt/otrs/var/cron dir, it creates 2 entries for postmaster and if they are setup in my case at the exact times they could create same running process w/o getting to the pid lock fast enough. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Friday, December 15, 2006 9:35 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Double Chucking Email Come on i'm the only one? ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Monday, December 11, 2006 3:21 PM To: User questions and discussions about OTRS.org Subject: [otrs] Double Chucking Email Anyone ever had a problem w/ emails showing up 2 times? Exact same email message picked up 2 times, i'm using the PostmasterPOP3 setup?

1 0

Search for activity?
by Benjamin Burton 15 Dec '06

15 Dec '06

Is there any way to search for all the activity one user has done in a given time period? Since someone might work on a ticket, but another close it, I'd like to see how much "stuff" people put into the system.

1 0

Sending HTML email in OTRS
by James Sung 15 Dec '06

15 Dec '06

Hi, Has anyone configured or modiifed OTRS to send HTML emails? There was a posting by Chris Reurings on otrs dev about 3 years ago regarding modifying the OTRS to send HTML emails, but there was no resolution. If someone knows how to do this, please email me. Thanks in adavnce. -James

1 0

RE: [otrs] Double Chucking Email
by Dave Wojciechowski 15 Dec '06

15 Dec '06

Come on i'm the only one? ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Monday, December 11, 2006 3:21 PM To: User questions and discussions about OTRS.org Subject: [otrs] Double Chucking Email Anyone ever had a problem w/ emails showing up 2 times? Exact same email message picked up 2 times, i'm using the PostmasterPOP3 setup?

1 0

Use Calendar to create tickets in the future??
by Steven 14 Dec '06

14 Dec '06

Can I use the Calendar to create tickets in the future? I see this as a nice feature, because I can schedule PMs or Lease returns etc. with it. Is this possible, or has anyone else used something to accomplish this? -- -- Steven http://www.glimasoutheast.org

3 4

Backup script can't find Config.tar.gz or Application.tar.gz
by Stewart Midwinter 14 Dec '06

14 Dec '06

There's something peculiar going on in the backup script. I normally program in Python, not Perl, but it appears that the script is looking for Config.tar.gz in the folder where it is creating the backup. That doesn't make any sense! Also it looks like the backup script does not create Config.tar.gz or Application.tar.gz. Are we supposed to create those ourselves manually? thanks Stewart __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

Backup script fails under Windows - solution
by Stewart Midwinter 14 Dec '06

14 Dec '06

the backup script fails under Windows because it relies on 'which' and 'cp', neither of which are provided by Windows. Solution: install cygwin. Then, add the \cygwin\bin folder to your PATH environment variables. Also add \otrs\mysql\bin to the PATH so that the mysqldump command can be found. cheers Stewart __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

Upgrading from 2.0.4 to 2.1.2(3)?
by Danie 14 Dec '06

14 Dec '06

Hi , We are in the process of upgrading to 2.1.3 (see that is the latest on ftp) , I have read the small UPGRADING.txt file and it seems like a fairly simple procedure. We are running OTRS 2.0.4 on a dual Xeon FC5 machine and mysql-5.0.18-2.1. It will probably be a rpm upgrade , as the original install was from rpm. Are there any other pitfalls and/or hints that anyone can provide as this is a production system and we would like things to go as smoothly as possible :) Thanks in Advance! Daniel

2 1

Odd Error relating to E-mail tickets
by Bud Bennett 14 Dec '06

14 Dec '06

Hello. I'm trying to configure OTRS so that it only just sends mail but doesn't Receive it. I have placed the SMTP configuration information Into the config.pm file in the /otrs/kernel directory, but even though The "Admin-Notification" function seems to work correctly, sending an e-mail Ticket doesn't. No, I have not configured the "Postmaster POP3 Account" menu yet, mainly Because I don't want OTRS to pop e-mail from the support account yet. (The support e-mail account gets lots of system generated e-mails sent to it and would result in creating about 80-something tickets per day. Yes, it's being changed to a different account, but it will take time.) Here's the error I'm getting: -- SNIP -- Error: Can't use from: otrs@localhost! Enable debug for more info! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: MSWin32 Time: Wed Dec 13 10:23:17 2006 Message: Can't use from: otrs@localhost! Enable debug for more info! Traceback (12272): Module: Kernel::System::Email::SMTP::Send (v1.11) Line: 85 Module: Kernel::System::Email::Send (v1.19) Line: 476 Module: Kernel::System::Ticket::Article::ArticleSend (v1.128) Line: 1557 Module: Kernel::Modules::AgentTicketEmail::Run (v1.24) Line: 712 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 671 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::h andler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 -- SNIP -- This doesn't make any sense. It appears to me as if OTRS is trying to send mail Not from the ticket agent's configured e-mail address and not from the admin account E-mail address either. I've gone through the Core:: configuration in the SysConfig menu under admin and I can't Find "otrs@localhost" anywhere! (Was I looking hard enough?) I know that perhaps the admin(1) account is the postmaster account, but even after changing It's e-mail address in the users menu, it still doesn't help anything. If this is documented, I'd like to know where because I've been RTFM'ing for a while! Does anyone have any ideas? Thank you very much. -- Bud Bennett E-mail: bbennett at n0$pam.electrobusiness.com

2 1

otrs-2.1.3 stats xml configuration
by Richard Mollel 13 Dec '06

13 Dec '06

Hi, Wondering if someone is willing to share their Stats configuration (can be exported as xml file from within otrs)..if it can perform stats check for average_time_tickets_are_open......on a system. Anything close to this will also be appreciated.... _Thanks Richard ____________________________________________________________________________________ Need a quick answer? Get one in minutes from people who know. Ask your question on www.Answers.yahoo.com

1 0

AW: AW: AW: [otrs] ModuleKernel::Modules::FAQ notregistered inKernel/Config.pm!
by shawn.beasley＠dlh.de 13 Dec '06

13 Dec '06

Hey again, Crazy or not mine works :) @ Peter > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von mike conigliaro > Gesendet: Dienstag, 28. November 2006 16:54 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: AW: [otrs] ModuleKernel::Modules::FAQ > notregistered inKernel/Config.pm! > > yup, i just restarted with no luck. i also made the change > on line 48 of $HOME/Kernel/System/LinkObject/FAQ.pm. > > FrontendDest => "Action=AgentFAQ&ItemID=", > > did i miss something else? As I have said, and as you can read, two of us have used the solution at > > Mike Conigliaro > ProActive Technologies > conigliaro(a)getproactivenow.com > 203.239.0440 ext:317 > www.getproactivenow.com > > > shawn.beasley(a)dlh.de wrote: > > Hello, > > > >> -----Ursprüngliche Nachricht----- > >> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > Im Auftrag > >> von mike conigliaro > >> Gesendet: Dienstag, 28. November 2006 16:37 > >> An: User questions and discussions about OTRS.org > >> Betreff: Re: AW: [otrs] Module Kernel::Modules::FAQ notregistered > >> inKernel/Config.pm! > >> > >> thanks, but this didnt help. i went to Config Options: > >> Ticket -> Core::LinkObject and made it look like this (FAQ > was added > >> to the list): > >> > >> LinkObjects => > >> Ticket > >> FAQ > >> > >> then i updated lines 129-149 in > >> $HOME/otrs/Kernel/Output/HTML/Standard/AgentFAQ.dtl, but it still > >> tells me the module is not registered. how do you > register a module? > > > > Did you restart otrs after the changes were made? I am not > sure if this will have an affect, but it should be tried. > > > > The solution definitely works, we have tested it on at > least two installations. > > > > OTRS Version 2.1.3 and FAQ 1.0.11 > > > >> Mike Conigliaro > >> ProActive Technologies > >> conigliaro(a)getproactivenow.com > >> 203.239.0440 ext:317 > >> www.getproactivenow.com > >> > >> > >> shawn.beasley(a)dlh.de wrote: > >>> > >>> http://www.mail-archive.com/otrs@otrs.org/msg12344.html > >>> > >>>> -----Ursprüngliche Nachricht----- > >>>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >> Im Auftrag > >>>> von mike conigliaro > >>>> Gesendet: Montag, 27. November 2006 23:10 > >>>> An: User questions and discussions about OTRS.org > >>>> Betreff: [otrs] Module Kernel::Modules::FAQ not registered > >>>> inKernel/Config.pm! > >>>> > >>>> i just did a fresh install of otrs 2.1.3, and im getting > >> this error > >>>> when i click on the "FAQ" link when replying to a ticket. does > >>>> anyone know whats going on? > >>>> > >>>> ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Mon Nov 27 > >>>> 17:08:19 2006 > >>>> > >>>> Message: Module Kernel::Modules::FAQ not registered in > >>>> Kernel/Config.pm! > >>>> > >>>> Traceback (13986): > >>>> Module: Kernel::System::Web::InterfaceAgent::Run > >> (v1.17) Line: 555 > >>>> Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 > >>>> > >>>> -- > >>>> Mike Conigliaro > >>>> ProActive Technologies > >>>> conigliaro(a)getproactivenow.com > >>>> 203.239.0440 ext:317 > >>>> www.getproactivenow.com > >>>> _______________________________________________ > >>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ > >>>> Archive: http://lists.otrs.org/pipermail/otrs > >>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >>>> Support 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/ > _______________________________________________ > 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

Question about Filters and GenericAgent in OTRS
by remi 13 Dec '06

13 Dec '06

Hi there, I'm using OTRS for about a week now. So far I like it a lot. I'm planning to implement the software on our help desk in the coming days. I'd appreciate some help with these issues I'm running into. I'm using ORTS 2.1.3 on Linux. 1) GenericAgent in the Webinterface How do I define a job that is not automatically scheduled? When I do not enter a schedule (default blank) it runs every 10 minutes. (I suppose the cron is running at this interval. Is this suppose to work this way? 2) Then the Times option, same interface. It says: 'Ticket created before X days'. I expect it to get tickets that are created more than, say, 2 days ago. When the job runs, it seems to ignore this option since all mails get filtered. What could be wrong here? 3) Filters What is the difference in using 'PostMaster Filter' in the web interface, and creating filters in the Config.pm? Is there some info available on how exactly they work? Are they exact matches, etc. I'm having some trouble using the filters.. For example: I have a filter that mail from 'queue1(a)example.com' places in queue 'queue1'. This works. Another filter places mail from 'queue2(a)example.com' in queue 'anotherqueue'. This also works. Finally I have a filter that filters out SPAM to the junk queue. This works if mail was sent to 'someotheraddess(a)example.com'. Problem is: SPAM mail sent to queue1(a)example.com and queue2(a)example.com is not matched as spam but placed in 'queue1' of 'anotherqueue'. I tried to play with the order of the filter in the Config.pm file, but that did not do the trick. Filters used: $Self->{'PostMaster::PreFilterModule'}->{'queue1'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { To => 'queue1(a)example.com', }, Set => { 'X-OTRS-Queue' => 'queue1', }, }; And another one like this, for 'anotherqueue'. $Self->{'PostMaster::PreFilterModule'}->{'spam'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { #Subject => '[SPAM?]', 'X-server-MailScanner-SpamScore' => 's', }, Set => { 'X-OTRS-Queue' => 'junk', 'X-OTRS-Priority' => '1 very low', 'X-OTRS-State' => 'open', }, }; How to catch SPAM mail send to queue1(a)example.com? Is there a way to use 'not' in the match? Then I could use 'from queue1(a)example.com' AND NOT spam. Thanks for your help! grtx,remi

2 2

Change Priority on Follow Up
by Network Operations 13 Dec '06

13 Dec '06

Hello all, I am running OTRS v2.1.1 at my office. I have created a new priority called 6- FOLLOWUP to alert our support staff when a ticket has been responded to by the customer. I would like any message response from a customer to a previously opened ticket to automatically have the priority reset to this level so that it will appear at the top of a queue. I'm sure there should be an easy way to implement this, but I cannot seem to find it in the admin interface. Could anyone point me in the right direction? Thanks in advance, David Quick Network Operations Lambda Research Corporation dquick(a)lambdares.com

1 0

Postmaster error using SysLog (line 312, modification of read only variable)
by Umberto Nicoletti 13 Dec '06

13 Dec '06

Hi, I am running (very happily) OTRS 2.0 on SLES9 and today the PostMaster process died with the following error: Modification of a read-only value attempted at /usr/lib/perl5/5.8.5/i386-linux/Sys/Syslog.pm line 312 This seems to have already been reported (and SOLVED) a while ago: http://lists.otrs.org/pipermail/dev/2005-October/001155.html I have applied the patch in the email above and it works, so is there any reason why it hasn't been included in otrs? Thanks, Umberto

1 0

customize customer.pl login page on windows
by Jason Hitt 13 Dec '06

13 Dec '06

I want to use a custom logo, foots, and company name on the customer.pl login page but can't seem to find how. Please help

2 1

Re: [otrs] LDAP & DB
by Andreas.Plaul＠jpn.tuv.com 13 Dec '06

13 Dec '06

Dear Luca, I am using DB and LDAP both at the same time. Just follow this link http://lists.otrs.org/pipermail/dev/2006-June/001360.html and follow the instructions. Works perfect. 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.

2 1

Double Chucking Email
by Dave Wojciechowski 11 Dec '06

11 Dec '06

Anyone ever had a problem w/ emails showing up 2 times? Exact same email message picked up 2 times, i'm using the PostmasterPOP3 setup?

1 0

Agent LDAP Lookup
by Kobus Barnard 11 Dec '06

11 Dec '06

Hi list Following example 9-7 at http://doc.otrs.org/2.1/en/html/x1456.html , trying to authenticate agents against active directory gives this error. Can't modify not in scalar assignment at /.../Kernel/Config.pm line 93, near "'Kernel::System::Auth::LDAP';" Net::LDAP is installed Any help will be very much appreciated. Regards Kobus The additions to Config.pm was: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; # <-line 93 $Self->{'AuthModule::LDAP::Host'} = 'myserver.mydomain.co.za'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=mydomain,dc=co,dc=za'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS-Agents,ou=Groups,ou=Unitname,dc=mydomain,dc=co,dc=za'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'otrs'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxxxx'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, };

2 2

ticket escalation question
by zedenator 11 Dec '06

11 Dec '06

Hi all, I'm having a problem with OTRS and ticket escalation, wonder if you can help. Our OTRS is used by several people. Whenever I log in there are almost always some escalated tickets. This is because some of the users are very bad at dealing with tickets. Because of these escalated tickets I cant see the queues ("Please answer this ticket(s) to get back to the normal queue view!"). If I go through each of the escalated tickets and lock them I can then see the queues, but its a hassle and if I forget to unlock them afterwards I get a rush of 'ticked timedout' emails. This isn't the end of the world, but it would be really nice if the user only saw escalated tickets that belonged to them (where they are the Owner). Is this is something OTRS can support? Or is there a better way to handle things? Thanks

2 1

Marc Redeker is out of the office
by Marc Redeker 11 Dec '06

11 Dec '06

1 0

Re: Centralized admin area
by Stewart Midwinter 11 Dec '06

11 Dec '06

Date: Sun, 10 Dec 2006 15:02:00 +0200 From: ??????? ???????? <slava(a)qinex.ru> Subject: [otrs] Centralized admin area > We have a lot of software products we have to organize support for. Users of each product should not know about existence of other projects. > But we want a centralized admin interface to control and answer tickets on ALL the projects. Is it possible with OTRS? My understanding from reading the docs is that you can use a combination of groups and roles to accomplish this. Each user of product A can be assigned to the productA group, while users of productB can be assigned to productB. And you can have similarly-named queues for your tickets, so that they're kept separate. Then you can set up a role called productA which specifies that any user in the productA group can only view tickets in the productA queue. Meanwhile, users in the admin group can view all tickets. And so on. cheers Stewart __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

LDAP & DB
by Luca Tebaldi 10 Dec '06

10 Dec '06

Hi it is possible authenticate Agent whth ldap and DB at the same time? i want use ldap for some agent and for the other i want use DB.. thank's Luca --

1 0

Centralized admin area
by Римский Вячеслав 10 Dec '06

10 Dec '06

Hey there guys! Please help me with some information about OTRS. We have a lot of software products we have to organize support for. Users of each product should not know about existence of other projects. But we want a cetralized admin interface to control and answer tickets on ALL the projects. Is it possible with OTRS? Can we organize submitting tickets from different product sites to one centralized system and to be able to personally response to each group within this admin area? Thank you!

2 1

Permission to click CustomerID link
by Nils Breunese 10 Dec '06

10 Dec '06

Hello, We have OTRS 2.1.3 installed on CentOS 4. One of our agents discovered today that clicking the CustomerID link on a ticket (which used to give you a list of all the customer's tickets in previous versions) now comes up with a page saying: "You need permissions!" However, even a user that is in all groups and has full permissions for every group gets this message. Is this working for others? Others having this problem? What permissions would a user need for this? Of course as a workaround the agent can click the Search button and search for the CustomerID there and get all tickets for that customer, but that's a bit of a detour. Nils Breunese.

3 3

RE: [otrs] History History History
by Dave Wojciechowski 09 Dec '06

09 Dec '06

I guess that needs some more info, our contacts are restaurants so we get calls from mgmt in the stores and we setup 1 customer for each location, that is why we we are putting the name in the customer ID. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Saturday, December 09, 2006 4:55 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] History History History Well I seam to have answered my own question, the history that is pulled up when you start a new email ticket or phone ticket is searched by the customer ID, we are putting the contact name in for this field as we don't have customer id's anyone have any suggestions on how to get the history to display the last few tickets and get around this so we don't have to merge a ton of ticket because of duplicate calls to our desk? ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Saturday, December 09, 2006 10:32 AM To: User questions and discussions about OTRS.org Subject: [otrs] History History History Does, anyone know what controls the history that is listed when opening a new phone ticket? I'm seeing odd things such as it will list tickets a week old and closed but will skip over some ticket that are open. Thanks I'm Wojo

1 0

RE: [otrs] History History History
by Dave Wojciechowski 09 Dec '06

09 Dec '06

Well I seam to have answered my own question, the history that is pulled up when you start a new email ticket or phone ticket is searched by the customer ID, we are putting the contact name in for this field as we don't have customer id's anyone have any suggestions on how to get the history to display the last few tickets and get around this so we don't have to merge a ton of ticket because of duplicate calls to our desk? ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Saturday, December 09, 2006 10:32 AM To: User questions and discussions about OTRS.org Subject: [otrs] History History History Does, anyone know what controls the history that is listed when opening a new phone ticket? I'm seeing odd things such as it will list tickets a week old and closed but will skip over some ticket that are open. Thanks I'm Wojo

1 0

Re: [otrs] Ticket merge gives error, OTRS 2.1.3
by Colby W. 09 Dec '06

09 Dec '06

> Experincing the same issue, here, we found that you don't get the error > > only if you check the box that you want to notify the customer. > > -----Original Message----- > > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of > > Brendan Humphreys > Sent: Tuesday, December 05, 2006 6:13 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] Ticket merge gives error, OTRS 2.1.3 > > Hi, > > We just upgraded from OTRS 2.0.4 to OTRS 2.1.3 and now Ticket Merge is > causing problems. > > When two tickets are merged, the following happens: > > > 1. OTRS returns a generic "Error" web page, but with no error detail at > > all > > > 2. the tickets ARE actually merged, BUT all participants receive a merge > > notification email, even though the "notify user" option is left > unchecked. > > > We typically don't want to pester customers with merge notifications, so > > this has left us unable to use Merge. > > I've looked through the logs and can't see any error messages. > > I'd very much appreciate some help in tracking down the cause of this > problem, as our team uses ticket merge a lot. > > Cheers, > -Brendan I am experiencing the same problem. I set $Self->{'Ticket::Frontend::MergeText'} = ''; in the Kernel/Config/Files/ZZZAuto.pm which removed the default text, however, when I merge tickets, there are several blank lines followed by a series of spaces in the Text field of the merge ticket form. The blank lines appear to be '\0' rather than '\n' as I am unable to highlight the characters. If I remove the extra characters I can successfully merge the tickets (ie, no error). --- Colby W.

1 0

Blocky Text
by Dave Wojciechowski 09 Dec '06

09 Dec '06

Is anyone else having a problem w/ blocky text on notes and phone calls when attaching files, it cuts the text down and puts in carriage returns. Thanks I'm Wojo

1 0

History History History
by Dave Wojciechowski 09 Dec '06

09 Dec '06

Does, anyone know what controls the history that is listed when opening a new phone ticket? I'm seeing odd things such as it will list tickets a week old and closed but will skip over some ticket that are open. Thanks I'm Wojo

1 0

Need TicketID Error!
by Marcos Kamada 09 Dec '06

09 Dec '06

Good Morning for all friends! When I upgrade my OTRS system from version 2.0.4 to version 2.1.3 I have this problem when I create a new ticket in Customer Interface: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Sat Dec 9 07:34:26 2006 Message: Need TicketID! Traceback (30400): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.94) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.12) Line: 285 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.16) Line: 695 Module: /var/www/otrs-2.1.3/bin/cgi-bin/customer.pl (v1.37) Line: 47 Somebody now how can I fix this error? My system database base is Postgres! Regards, -- -------------------------------- Marcos Mina Kamada

1 0

Suggested improvement to index.pl
by Stewart Midwinter 08 Dec '06

08 Dec '06

I spent quite a while trying to log in as a customer on my newly-installed OTRS on the index.pl page, without success. Then I went looking on the mailing list archives and eventually found another user in the same boat, from 3 years ago. The solution was that customers are supposed to log in at customer.pl! What if a customer by mistake accesses your OTRS installation and gets index.pl? She'll never get in. How about a gentle suggestion to any potential customer users that visit that page by mistake? Here's my suggested revision to the code in login.dtl beginning around line 68 (extra lines provided for contextual placement): <table border="0" cellspacing="0" cellpadding="3" width="270"> <tr> <td align="center" class="singleboxhead">$Text{"Welcome to %s", "$Config{"ProductName"}"}</td> </tr> <tr> <td align="center" class="singleboxbody"> <table cellspacing="8" cellpadding="2">  <tr> <td class="singleboxbody">Customer?<br />Please log in at:<br /><a href='/otrs/Customer.pl'>Customer page</a>.</td> </tr>  <tr> <td class="singleboxkey">$Text{"User"}:</td> <td class="singleboxvalue"><input type="text" name="User" value="$QData{"User"}" size="18"></td> </tr> cheers S __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

auto-reply to cc: addresses?
by Dale Shriver 08 Dec '06

08 Dec '06

Hello all, Is there an answer published for this issue? OTRS currently only auto replies to the sender of a message, but doesn't seem to reply to everyone on the original request for assistance. Any help would be appreciated. I need OTRS to reply to both the sender, and everyone else the sender copied. Thanks, Dale [otrs] auto-reply to cc: addresses? kougioum at no-log.org kougioum at no-log.org <mailto:otrs%40otrs.org?Subject=%5Botrs%5D%20auto-reply%20to%20cc%3A%20a ddresses%3F&In-Reply-To=> Fri Dec 3 10:52:34 CET 2004 * Previous message: [otrs] bulk feature problems <http://lists.otrs.org/pipermail/otrs/2004-December/006814.html> * Next message: [otrs] GD and Stats <http://lists.otrs.org/pipermail/otrs/2004-December/006816.html> * Messages sorted by: [ date ] <http://lists.otrs.org/pipermail/otrs/2004-December/date.html#6810> [ thread ] <http://lists.otrs.org/pipermail/otrs/2004-December/thread.html#6810> [ subject ] <http://lists.otrs.org/pipermail/otrs/2004-December/subject.html#6810> [ author ] <http://lists.otrs.org/pipermail/otrs/2004-December/author.html#6810> ________________________________ Hello everybody To the point: how can we make otrs send auto replies not only to the From: address but to all cc: addresses, and to certain other (prefixed) addresses? thanks in advance for any replies, george. Dale Shriver . Director of Enterprise Systems Cortiva Institute . 230 Park Avenue . 27th floor . New York . NY . 10169 c 646.421.9332 f 786.345.0733 e dshriver(a)cortiva.com http://www.cortiva.com <http://www.cortiva.com/>

1 0

Customer User Creation via Email
by Hellebust, Dan 08 Dec '06

08 Dec '06

Perhaps I am missing something somewhere but when I sent a test email to the demo.otrs.org and then hit http://demo.otrs.org/otrs/customer.pl to request a password for account I used to send a test message I was then forwarded a generic password and able to logon via customer.pl. My own installation isn't running this way. I am able to have otrs (btw ver 2.1.3) pop the mail account and push the email into the holding queue and it creates a customerid but does not actually create a generic customer account. Is there something somewhere that I have failed to turn on or a change that I need to make in order to get that function to work? /******************************/ Dan Hellebust Information Specialist I Administration and Finance University of Kansas 785-864-5937 danielh(a)ku.edu /******************************/

1 0

Limit the reply text
by Mads N. Vestergaard 08 Dec '06

08 Dec '06

Hi There, How do we limit or we remove the reply text.... Or maeby put it below the signature. Please advice. Thanks in advance. -- Mads N. Vestergaard | http://timmy.dk

5 10

OTRS x Trustix 2.2
by Marcello Mezzanotti 08 Dec '06

08 Dec '06

Hello all, Im trying to install OTRS 2.1.3 on a Trustix 2.2 machine, Im getting this error: Can't locate object method "new" via package "Kernel::Config" at /opt/otrs/bin/cgi-bin/installer.pl line 50. after i clicked NEXT on INSTALL PAGE STEP 2 (db user, password and name) Anyone could help me? Thanks Marcello -- Marcello Mezzanotti <marcello.mezzanotti(a)gmail.com> Information Security UNIX / Linux / *BSD

1 0

FastCGI Problem
by Patric 08 Dec '06

08 Dec '06

Hi guys, Have been running otrs-2.1.1 with fast-cgi enabled, for about a month now with no problems, when suddenly this morning I started getting this in the httpd log: Fri Dec 08 07:18:25 2006] [error] [client xxx.xxx.xxx.xxx] FastCGI: incomplete headers (0 bytes) received from server "/opt/otrs/bin/fcgi-bin/index.fpl" Any idea what would cause this problem, and why it would start all of a sudden? No changes were made to this server. When those errors appear the site stops working, and if I wait like 30 seconds everything starts working again normally. httpd.conf include: <VirtualHost xxx.xxx.xxx.xxx:80> ServerName myserver.com DocumentRoot /opt/otrs/var/httpd/htdocs # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/fcgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # directory settings <Directory "/opt/otrs/bin/fcgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all SetOutputFilter DEFLATE SetInputFilter DEFLATE </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> </VirtualHost> Running on centOS 4.4 Linux version 2.6.9-34.EL Anything to point me in the right direction would be much appreciated! Thanks, Patric ---------------------------------------------------------------------- Rock bottom prices! Click to save on brand name copiers today http://tagline.bidsystem.com/fc/KCuXzzWQII98bPHNLTOH8k9sXcyeiA/

1 0

RE: [otrs] skip otrs login
by Nathan Campbell 08 Dec '06

08 Dec '06

http://doc.otrs.org/2.1/en/html/x1456.html#configuration-agent-auth-back end-htbasic Is this what you are looking for? I have never used it before, perhaps someone could correct me if wrong. Nathan Campbell _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sofia Peixoto Sent: Thursday, December 07, 2006 6:33 AM To: otrs(a)otrs.org Subject: [otrs] skip otrs login Hi, what I want to do is integrate your otrs system in my company's website. It already has a login form to access restricted areas and I wanted to integrate the otrs customer interface in one of those areas, but I don't want the customers to have the need to do a second login. Is it possible to jump directly to the customer area? And is there a way to integrate the current interface in my website template? What file(s) should I edit? I'm still new to otrs and would apreceate any help. Thanks -- Sofia

3 2

Windows web-installer fails to create database: problem & solution
by Stewart Midwinter 08 Dec '06

08 Dec '06

Problem: The web-installer in a Windows install fails to create the otrs database, complaining that the admin user you specified doesn't have privileges. Solution: mysql is set up with a root user with no password. Add the location of mysql.exe to your system path, then at a command line type: mysql -u root and you'll be logged in to mysql's console. now you need to create an admin user. Let's call it 'admin' with password 'Admin'. You can try something like the following, and your installer will still fail: grant all privileges on localhost.* to admin@localhost identified by 'Admin'; flush privileges; You have to explicity grant privileges to create new databases, by adding the option "with grant option" to your mysql command, like so: grant all privileges on localhost.* to admin@localhost identified by 'Admin' with grant option; flush privileges; now you can exit mysql (you might want to set a root password while you're at it). cheers Stewart __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

Windows installer can't find installer.pl
by Stewart Midwinter 08 Dec '06

08 Dec '06

The docs say that after you get the Apache webserver running, just point your browser to http://localhost/otrs/installer.pl and you'll get a web interface for the database installer. Not so on Windows. The windows installer puts the installer.pl file in c:\otrs\bin\cgi-bin. What you can do is edit the httpd.conf file and specify a new ScriptAlias so that your browser will treat .pl files in a specified folder as applications to run, rather than treat them as documents to present as text. Initially it's set to: ScriptAlias /cgi-bin/ "C:/OTRS/Apache2/cgi-bin/" that folder has only a printenv.pl in it. so, add another line after this: ScriptAlias /otrs/ "c:/OTRS/otrs/bin/cgi-bin/" If you restart Apache at this point you'll be forbidden access to that directory, so don't forget to explicitly allow access to it in httpd.conf: <Directory "C:/OTRS/otrs/bin/cgi-bin"> AllowOverride None Options None Order allow,deny Allow from all </Directory> now you can point your browser to http://localhost/otrs/installer.pl and continue. cheers Stewart __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

After Lock
by Dave Wojciechowski 08 Dec '06

08 Dec '06

Any ever see a way to after your in a queue view and you click lock to a ticket that the next destination that you are taken to is the list of your locked tickets? Thanks I'm Wojo

1 0

Windows otrs_start.bat fails on invalid Apache path
by Stewart Midwinter 07 Dec '06

07 Dec '06

The windows installer creates an OTRS folder in your Start program, containing an otrs_start.bat batch file. that batch file fails to run because there is an invalid path for Apache's configuration in the file c:\otrs\apache2\conf\httpd.conf: ServerRoot "C:/Programme/Apache Software Foundation/Apache2.2" Set this instead to "C:/OTRS/Apache2" if you installed OTRS to the default location of c:\OTRS. Similarly, the DocumentRoot folder is incorrectly set to: DocumentRoot "C:/Programme/Apache Software Foundation/Apache2.2/htdocs" Set it instead to: "c:/otrs/Apache2/htdocs" or other location of your choice. Yes, you should use forward slashes in these files, not the backward slashes often used in Windows. BTW all the batch files should have a 'pause' statement at the end to facilitate reading debug messages otherwise the console window shuts before you can find out why it failed. Since OTRS_start.bat will start Cron and mySql even if Apache fails to start, you might want to create an apache_start.bat that contains only the single line needed to start Apache: C:\OTRS\Apache2\bin\httpd.exe -k start cheers Stewart __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

OTRS Windows installer misses Date::Format module
by Stewart Midwinter 07 Dec '06

07 Dec '06

The Windows installer fails to install the Date::Format module, as you will see if you run the otrs.checkModules script in the \otrs\otrs\bin folder. However, you can run the Perl package manager, and look for the TimeDate module in the list of available packages. Install that module, and all should be well. cheers Stewart __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

skip otrs login
by Sofia Peixoto 07 Dec '06

07 Dec '06

1 0

RE: [otrs] Ticket merge gives error, OTRS 2.1.3
by Dave Wojciechowski 07 Dec '06

07 Dec '06

Experincing the same issue, here, we found that you don't get the error only if you check the box that you want to notify the customer. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brendan Humphreys Sent: Tuesday, December 05, 2006 6:13 PM To: User questions and discussions about OTRS.org Subject: [otrs] Ticket merge gives error, OTRS 2.1.3 Hi, We just upgraded from OTRS 2.0.4 to OTRS 2.1.3 and now Ticket Merge is causing problems. When two tickets are merged, the following happens: 1. OTRS returns a generic "Error" web page, but with no error detail at all 2. the tickets ARE actually merged, BUT all participants receive a merge notification email, even though the "notify user" option is left unchecked. We typically don't want to pester customers with merge notifications, so this has left us unable to use Merge. I've looked through the logs and can't see any error messages. I'd very much appreciate some help in tracking down the cause of this problem, as our team uses ticket merge a lot. Cheers, -Brendan _______________________________________________ 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

installation problem/question
by Christopher Scott 06 Dec '06

06 Dec '06

I'm a new user, looking forward to getting OTRS up-and-running. Unfortunately, I've managed to get a bit stumped with my installation. I'm using a RHEL box w/ Apache 2.0.53 and mod_perl2. I've installed otrs under /var/www (we use a variety of subdomains, each in its own directory under /var/www - OTRS will be support.oursite.com) I've gotten everything configured and my virtual server is configured. However, when I try to hit OTRS I get: Software error: at /var/www/otrs/Kernel/Config/Defaults.pm line 1803. I don't even know where to begin with this... My httpd.conf contains the following: <VirtualHost ###.###.###.###:80> DocumentRoot "/var/www/otrs" ServerName support.oursite.com # <Directory "/var/www/otrs"> # allow from all # Options +Indexes # </Directory> # agent, admin and customer frontend ScriptAlias /otrs/ "/var/www/otrs/bin/cgi-bin/" Alias /otrs-web/ "/var/www/otrs/var/httpd/htdocs/" # load all otrs modules Perlrequire /var/www/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location> # directory settings <Directory "/var/www/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/var/www/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> # MaxRequestsPerChild (so no apache child will be to big!) # MaxRequestsPerChild 400 </VirtualHost> and the scripts/apache2-perl-startup.pl looks like this: #! /usr/bin/perl use strict; # make sure we are in a sane environment. #$ENV{GATEWAY_INTERFACE} =~ /^CGI-Perl/ or die "GATEWAY_INTERFACE not Perl!"; # check $ENV{MOD_PERL}, $ENV{GATEWAY_INTERFACE} is deprecated for mod_perl2 $ENV{MOD_PERL} =~ /mod_perl/ or die "MOD_PERL not used!"; # set otrs lib path! use lib "/var/www/otrs"; use lib "/var/www/otrs/Kernel/cpan-lib"; # pull in things we will use in most requests so it is read and compiled # exactly once #use CGI (); CGI->compile(':all'); use CGI (); CGI->compile(':cgi'); use CGI::Carp (); # use Apache (); use Apache::DBI (); Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'ar12row'); use DBI (); # enable this if you use mysql use DBD::mysql (); # enable this if you use postgresql #use DBD::Pg (); # enable this if you use oracle #use DBD::Oracle (); (...etc...) Can anybody offer me any suggestions? Thanks. -Chris

3 3

Error: Need TicketID!
by Davide Pluda 06 Dec '06

06 Dec '06

Hello. I'm new in otrs, i use it few months back. It was works fine. Today it doesn't kork, when i try to create a ticket from customer it give this error: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Aug 22 15:44:04 2006 Message: Need TicketID! Traceback (3342): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.94) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.3) Line: 311 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.6) Line: 677 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.36) Line: 47 I read an other mesage similar to mine, but solution proposed "Just make some free space available in /opt and you will get thru the problem" don't work... I can create ticket from User. Can you help me? Please.

4 4

FAQ module and tickets
by Charles Sprickman 06 Dec '06

06 Dec '06

Hi all, I've seen some posts about this, and some bugzilla notes as well, but I'm not sure they even apply to the current version. I have OTRS 2.1.3 and FAQ version 1.0.11. When answering a ticket if I click on the FAQ link I get a popup with the following error: Error: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: freebsd Time: Tue Dec 5 14:50:10 2006 Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Traceback (43928): Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 555 Module: ModPerl::ROOT::ModPerl::Registry::usr_local_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I also just reinstalled it for kicks, same error. We're just trying otrs out right now, but being able to answer with FAQ entries is pretty important. Also, any plans to have a non-search interface to the FAQ? It would be nice to just see everything in each category... Thanks, Charles ___ Charles Sprickman NetEng/SysAdmin Bway.net - New York's Best Internet - www.bway.net spork(a)bway.net - 212.655.9344

2 1

e-mail (character encoding)
by Ales Vizdal, AVONET, s.r.o. 06 Dec '06

06 Dec '06

Hello list! I would like to ask you how do you reply to emails written in different enconding than used by web browser/system? I do receive czech emails in iso-8859-2, windows-1250 or utf-8 encoding. I searched thru OTRS options and didn't find any option to recode replies to correct encoding. How do you solve this kind of problem? Regards -- Ales Vizdal, AVONET, s.r.o.

2 2

Rejecting requestes based on missing information.
by greyburn＠gmail.com 06 Dec '06

06 Dec '06

Hello, Im trying to setup OTRS to reject mail that doesnt contain [OS] or [OSS] or [DBA] (list goes on)..... I want to send a mail back to those users telling them that they need to resend their mail. Ive setup a autoreject email ready for this. But I cant seem to figue out how to filter these messages out. Im guessing regex is the way to go but im hopeless when it comes to regex. Any help would be much appreciated. Thanks in advance. Gordon

2 1

Reply - Signature cut
by booger＠post.pl 06 Dec '06

06 Dec '06

Hello, Is it possible in otrs 2.1 to turn on automatic cutting of client's signature when I compose reply? Body of mail and signature are usually divided by <dash><dash><space> so everything under that should be cut. Is it possible to do that automatically? -- Arek

1 0

Re: [otrs] Setting up OTRS to display image attachments
by Michael Friedman 06 Dec '06

06 Dec '06

Alexander Scholler alexander.scholler(a)augsburg.de says: >Michael Friedman schrieb: >> Most of our customers use Outlook and they tend to send us e-mails that include screen shots showing their problems. >> We want to manage this better using OTRS, but to do that we really need to display the images inline inside an e-mail presented in HTML. The current OTRS approach - exporting a .eml file for Outlook Express is really not adequate - Outlook Express does not display complex documents properly. >> If we can't display the full e-mail nicely formatted at minimum we would like to display all of the image attachments inline so we can at least have a reasonable chance of figuring out what the customer is talking about. >> How can we configure OTRS to do this? >I just know that a config-option is activated by default that automatically converts all incoming mails to plaintext. >Perhaps it's useful for you to turn this off. Thanks, but no. We tried it… it gives us half decently formatted HTML, but not very good. All inline images from the e-mail are stored as attachments and you need to click on a link to display them. >But I have no experience with this - we propagate to use plaintext! I’ve seen many help systems that require this. As a user I have always found it the most frustrating part of the help desk experience – I do the work to put multiple screen shots into my assistance request clearly explaining step by step what I did to encounter a problem and exactly what the problem is and it quickly becomes apparent that the person trying to help me is either unable to see the images or is unable to associate them with the explanatory text. I can’t understand why anyone would inflict plain text on a user if you have the option to do better – it’s good for them since they don’t get frustrated and it’s good for you because your staff can resolve issues more quickly (and therefore more cheaply). Thanks Mike -------------------------------------------------------------------------------- Michael Friedman CEO, Parellax Ltd. michael.friedman(a)Parellax.com Skype: Mike.Friedman Shenzhen Office: 9B, Haiying Building, 3002 Caitian Road, Gangxia, Futian District, Shenzhen, Guangdong, China 518048 Tel: +86 755 8297 5453 Fax: +86 755 8297 6435 China Mobile: +86 131 4383 7705 HK Mobile: +852 6202 4425 Personal HK Fax: +852 3014 5062 Hong Kong Headquarters: Unit B, 1/F Prosperity Industrial Building 89 Wai Yip Street Kowloon, Hong Kong Phone: +852 2368 0060 Fax: +852 2367 3889

1 0

RE: [otrs] Agent Confusion
by Dave Wojciechowski 05 Dec '06

05 Dec '06

Thanks both, turning on the option for the extended zoom and the cool iris looks good for me we will see how it works for the team. Thanks for the help. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Tuesday, December 05, 2006 7:27 AM To: otrs(a)otrs.org Subject: AW: [otrs] Agent Confusion Hello guys, ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Peter van Beugen Gesendet: Dienstag, 5. Dezember 2006 09:23 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Agent Confusion You can show all the notes/answers in one screen: $Self->{'Ticket::Frontend::ZoomExpand'} = '1'; yes it can be that I misunderstood the question :=) Regards, Peter ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Dave Wojciechowski Verzonden: maandag 4 december 2006 22:21 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] Agent Confusion Hey thanks for the answer, but I'm not sure how you use that in the notes to see the original ticket. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Monday, December 04, 2006 1:30 AM To: otrs(a)otrs.org Subject: AW: [otrs] Agent Confusion Hey Dave, ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Dave Wojciechowski Gesendet: Sonntag, 3. Dezember 2006 19:23 An: User questions and discussions about OTRS.org Betreff: [otrs] Agent Confusion Has anyone run in to this problem, I find that my agents are adding notes to the tickets and need to look back at the original issue but there is no way of doing that w/o opening many windows and many sessions and searching around. Is there anyway that a preview of the issue can be added to the notes and the phone call areas like it is in the link section? or is there a better way to work around this issue? Thanks I'm Wojo we use Firefox with the plugin cooliris to get previews of links wihtin the ticket. Greetz, Shawn It can be that

1 0

AW: [otrs] Agent Confusion
by shawn.beasley＠dlh.de 05 Dec '06

05 Dec '06

Hello guys, ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Peter van Beugen Gesendet: Dienstag, 5. Dezember 2006 09:23 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Agent Confusion You can show all the notes/answers in one screen: $Self->{'Ticket::Frontend::ZoomExpand'} = '1'; yes it can be that I misunderstood the question :=) Regards, Peter ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Dave Wojciechowski Verzonden: maandag 4 december 2006 22:21 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] Agent Confusion Hey thanks for the answer, but I'm not sure how you use that in the notes to see the original ticket. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Monday, December 04, 2006 1:30 AM To: otrs(a)otrs.org Subject: AW: [otrs] Agent Confusion Hey Dave, ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Dave Wojciechowski Gesendet: Sonntag, 3. Dezember 2006 19:23 An: User questions and discussions about OTRS.org Betreff: [otrs] Agent Confusion Has anyone run in to this problem, I find that my agents are adding notes to the tickets and need to look back at the original issue but there is no way of doing that w/o opening many windows and many sessions and searching around. Is there anyway that a preview of the issue can be added to the notes and the phone call areas like it is in the link section? or is there a better way to work around this issue? Thanks I'm Wojo we use Firefox with the plugin cooliris to get previews of links wihtin the ticket. Greetz, Shawn It can be that

1 0

Setting up OTRS to display image attachments
by Michael Friedman 05 Dec '06

05 Dec '06

Hello. We are setting up OTRS for managing our customer support. Most of our customers use Outlook and they tend to send us e-mails that include screen shots showing their problems. We want to manage this better using OTRS, but to do that we really need to display the images inline inside an e-mail presented in HTML. The current OTRS approach - exporting a .eml file for Outlook Express is really not adequate - Outlook Express does not display complex documents properly. If we can't display the full e-mail nicely formatted at minimum we would like to display all of the image attachments inline so we can at least have a reasonable chance of figuring out what the customer is talking about. How can we configure OTRS to do this? Thanks Mike -------------------------------------------------------------------------------- Michael Friedman CEO, Parellax Ltd. michael.friedman(a)Parellax.com Skype: Mike.Friedman Shenzhen Office: 9B, Haiying Building, 3002 Caitian Road, Gangxia, Futian District, Shenzhen, Guangdong, China 518048 Tel: +86 755 8297 5453 Fax: +86 755 8297 6435 China Mobile: +86 131 4383 7705 HK Mobile: +852 6202 4425 Personal HK Fax: +852 3014 5062 Hong Kong Headquarters: Unit B, 1/F Prosperity Industrial Building 89 Wai Yip Street Kowloon, Hong Kong Phone: +852 2368 0060 Fax: +852 2367 3889

2 1

RE: [otrs] Agent Confusion
by Peter van Beugen 05 Dec '06

05 Dec '06

You can show all the notes/answers in one screen: $Self->{'Ticket::Frontend::ZoomExpand'} = '1'; Regards, Peter ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Dave Wojciechowski Verzonden: maandag 4 december 2006 22:21 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] Agent Confusion Hey thanks for the answer, but I'm not sure how you use that in the notes to see the original ticket. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Monday, December 04, 2006 1:30 AM To: otrs(a)otrs.org Subject: AW: [otrs] Agent Confusion Hey Dave, ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Dave Wojciechowski Gesendet: Sonntag, 3. Dezember 2006 19:23 An: User questions and discussions about OTRS.org Betreff: [otrs] Agent Confusion Has anyone run in to this problem, I find that my agents are adding notes to the tickets and need to look back at the original issue but there is no way of doing that w/o opening many windows and many sessions and searching around. Is there anyway that a preview of the issue can be added to the notes and the phone call areas like it is in the link section? or is there a better way to work around this issue? Thanks I'm Wojo we use Firefox with the plugin cooliris to get previews of links wihtin the ticket. Greetz, Shawn

1 0

AW: [otrs] Agent Confusion
by shawn.beasley＠dlh.de 05 Dec '06

05 Dec '06

Hey Dave, ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Dave Wojciechowski Gesendet: Montag, 4. Dezember 2006 22:21 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Agent Confusion Hey thanks for the answer, but I'm not sure how you use that in the notes to see the original ticket. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Monday, December 04, 2006 1:30 AM To: otrs(a)otrs.org Subject: AW: [otrs] Agent Confusion Hey Dave, ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Dave Wojciechowski Gesendet: Sonntag, 3. Dezember 2006 19:23 An: User questions and discussions about OTRS.org Betreff: [otrs] Agent Confusion Has anyone run in to this problem, I find that my agents are adding notes to the tickets and need to look back at the original issue but there is no way of doing that w/o opening many windows and many sessions and searching around. Is there anyway that a preview of the issue can be added to the notes and the phone call areas like it is in the link section? or is there a better way to work around this issue? Thanks I'm Wojo we use Firefox with the plugin cooliris to get previews of links wihtin the ticket. Greetz, Shawn It is a little tricky, but isnt everything that IT does. So, when you are in the notes section of the ticket, and you are using firefox with cooliris plugin, then you can hover over the link QueueView and using cooliris you can see into your queue. This alllows you in the cooliris window to click freely around to find the info you need (always staying in cooliris view window) When you are done, you just need to click the red "x" to close the cooliris view window. Tell me if that helps Greetz, Shawn

1 0

RE: [otrs] Agent Confusion
by Dave Wojciechowski 04 Dec '06

04 Dec '06

Hey thanks for the answer, but I'm not sure how you use that in the notes to see the original ticket. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Monday, December 04, 2006 1:30 AM To: otrs(a)otrs.org Subject: AW: [otrs] Agent Confusion Hey Dave, ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Dave Wojciechowski Gesendet: Sonntag, 3. Dezember 2006 19:23 An: User questions and discussions about OTRS.org Betreff: [otrs] Agent Confusion Has anyone run in to this problem, I find that my agents are adding notes to the tickets and need to look back at the original issue but there is no way of doing that w/o opening many windows and many sessions and searching around. Is there anyway that a preview of the issue can be added to the notes and the phone call areas like it is in the link section? or is there a better way to work around this issue? Thanks I'm Wojo we use Firefox with the plugin cooliris to get previews of links wihtin the ticket. Greetz, Shawn

1 0

Agent Confusion
by Dave Wojciechowski 04 Dec '06

04 Dec '06

Has anyone run in to this problem, I find that my agents are adding notes to the tickets and need to look back at the original issue but there is no way of doing that w/o opening many windows and many sessions and searching around. Is there anyway that a preview of the issue can be added to the notes and the phone call areas like it is in the link section? or is there a better way to work around this issue? Thanks I'm Wojo

3 2

Problem with webmail
by Richard ***** 04 Dec '06

04 Dec '06

Hi, I have a problem with webmail on a new installation. When I click first on "webmail" i can see the mail into my mailbox but i click on "sent-mail" an i have this message :Can't locate object method "_fix_folder_name" via package "FileHandle" at C:/OTRS/otrs/Kernel/cpan-lib/Mail/IMAPTalk.pm line 1051, <PRODUCT> line 216.And now i always have this message.Any idea ? Richard _________________________________________________________________ Essayez Live.com, votre nouvelle page d'accueil ! Personnalisez-la en quelques clics pour retrouver tout ce qui vous intéresse au même endroit. http://www.live.com/getstarted

1 0

How to not-allow account creation in /coustomer.pl
by Martin Rodriguez 04 Dec '06

04 Dec '06

Hi all. I would like to know if it is possible to disable the option for the coustomer to create accounts. I don´t want that everyone can create their own account.Thanks for you aswer.

1 0

AW: [otrs] Agent Confusion
by shawn.beasley＠dlh.de 04 Dec '06

04 Dec '06

Hey Dave, ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Dave Wojciechowski Gesendet: Sonntag, 3. Dezember 2006 19:23 An: User questions and discussions about OTRS.org Betreff: [otrs] Agent Confusion Has anyone run in to this problem, I find that my agents are adding notes to the tickets and need to look back at the original issue but there is no way of doing that w/o opening many windows and many sessions and searching around. Is there anyway that a preview of the issue can be added to the notes and the phone call areas like it is in the link section? or is there a better way to work around this issue? Thanks I'm Wojo we use Firefox with the plugin cooliris to get previews of links wihtin the ticket. Greetz, Shawn

1 0

RE: [otrs] Problem with LDAP Customer user backend
by Richard ***** 04 Dec '06

04 Dec '06

It's ok ; i've made what you recommand me :) Thanks Richard Subject: RE: [otrs] Problem with LDAP Customer user backendDate: Thu, 30 Nov 2006 14:08:18 -0600From: n.campbell(a)DalSym.comTo: otrs(a)otrs.org Here is the link to modify the setting, however, if your config file is configured properly, then you don’t have to use the GUI. Also, keep in mind that if using the GUI, when you click the LDAP drop-down, you need to scroll down and click Update to reflect the change and edit the other settings. http://shoenberg/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConf… http://shoenberg/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConf… Nathan CampbellSystems AdministratorDallas Symphony Association From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard *****Sent: Thursday, November 30, 2006 1:31 PMTo: User questions and discussions about OTRS.orgSubject: [otrs] Problem with LDAP Customer user backend Hi, I want to use my ldap directory for customer information. I put config informations into Kernel/Config.pm ; I restart otrs service. But when I go into customers section as an admin I can't change "source" to ldap backend. Ialway have "database backend". Where can I configure this ? Richard Soyez parmi les premiers à essayer Windows Live Mail. Windows Live Mail. _________________________________________________________________ Essayez Live.com, votre nouvelle page d'accueil ! Personnalisez-la en quelques clics pour retrouver tout ce qui vous intéresse au même endroit. http://www.live.com/getstarted

2 1

RE: [otrs] OTRS Install Problems
by Peter van Beugen 03 Dec '06

03 Dec '06

I use OTRS (2.1.x) on FC5 (recently upgraded from 2.0.x and tested on FC6) and before on FC4, all without any problems, so I should work! Did you try SetPermissions.sh ? http://doc.otrs.org/2.1/en/html/x325.html#webserver-configuration on FCx: (SetPermissions.sh apache apache apache apache apache) ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Ed Carlsen Verzonden: zaterdag 2 december 2006 19:56 Aan: otrs(a)otrs.org Onderwerp: [otrs] OTRS Install Problems Sorry to be a pest. Trying to install OTRS 2.0.2 on a Red Hat Fedora Core 4 system. I installed it from a rpm package without a problem. When I try http://mysite.com/otrs/installer.pl I get Forbidden You don't have permission to access /otrs/installer.pl on this server I have tried creating an .htaccess file but it did not help. I have checked the apache log files at /var/log/httpd/error_log and it says: client denied by server configuration: /var/www/otrs/bin/cgi-bin/installer.pl I have reviewed otrs.conf at /etc/httpd/conf.d and can not see a problem. SELINUX is disabled and perl is installed with all required modules. Can you help before I go insane? Thanks in advance. Ed

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RE: [otrs] OTRS Install Problems
by Peter van Beugen 03 Dec '06

03 Dec '06

________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Ed Carlsen Verzonden: zaterdag 2 december 2006 19:56 Aan: otrs(a)otrs.org Onderwerp: [otrs] OTRS Install Problems Sorry to be a pest. Trying to install OTRS 2.0.2 on a Red Hat Fedora Core 4 system. I installed it from a rpm package without a problem. When I try http://mysite.com/otrs/installer.pl I get Forbidden You don't have permission to access /otrs/installer.pl on this server I have tried creating an .htaccess file but it did not help. I have checked the apache log files at /var/log/httpd/error_log and it says: client denied by server configuration: /var/www/otrs/bin/cgi-bin/installer.pl I have reviewed otrs.conf at /etc/httpd/conf.d and can not see a problem. SELINUX is disabled and perl is installed with all required modules. Can you help before I go insane? Thanks in advance. Ed

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Simple customizations
by Dan Bar Dov 03 Dec '06

03 Dec '06

Where do I customize simple things like the company name and logo image? Is there a "quick" guide - not having to dig in so much documentation? Thanks, Dan

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OTRS Install Problems
by Ed Carlsen 02 Dec '06

02 Dec '06

Sorry to be a pest. Trying to install OTRS 2.0.2 on a Red Hat Fedora Core 4 system. I installed it from a rpm package without a problem. When I try http://mysite.com/otrs/installer.pl I get Forbidden You don't have permission to access /otrs/installer.pl on this server I have tried creating an .htaccess file but it did not help. I have checked the apache log files at /var/log/httpd/error_log and it says: client denied by server configuration: /var/www/otrs/bin/cgi-bin/installer.pl I have reviewed otrs.conf at /etc/httpd/conf.d and can not see a problem. SELINUX is disabled and perl is installed with all required modules. Can you help before I go insane? Thanks in advance. Ed

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OTRS Install Problems
by Ed Carlsen 02 Dec '06

02 Dec '06

Hi, I am running Linux Fedore Core 4 and trying to get OTRS running. IWhen I try http://mysite.com/otrs/installer.pl I get Forbidden You don't have permission to access /otrs/installer.pl on this server I have tried adding an .htaccess file without success. I do not think my Apache server (httpd) is running perl. How can I check? What are the correct lines in httpd.conf for running perl? Thanks. Ed

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RE: [otrs] OTRS Install Problems
by Peter van Beugen 02 Dec '06

02 Dec '06

Did you disable SElinux ? ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Ed Carlsen Verzonden: zaterdag 2 december 2006 5:41 Aan: otrs(a)otrs.org Onderwerp: [otrs] OTRS Install Problems Hi, I am running Linux Fedore Core 4 and trying to get OTRS running. IWhen I try http://mysite.com/otrs/installer.pl I get Forbidden You don't have permission to access /otrs/installer.pl on this server I have tried adding an .htaccess file without success. I do not think my Apache server (httpd) is running perl. How can I check? What are the correct lines in httpd.conf for running perl? Thanks. Ed

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Re: [otrs] Problem with EMail notification!
by Jennifer Valdez 01 Dec '06

01 Dec '06

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PostMasterPop3.pl and special mail
by Papy - Aideonline.com 01 Dec '06

01 Dec '06

Hi All, I have a problem with some mails, wich I can't Pop. Especially, with all mails created with "Incredimail". * When PostMasterPop3.pl want to pop some messages (at least 2 mails) with one created by Incredimail, I've got this message : "Use of uninitialized value in division (/) at ./PostMasterPOP3.pl line 179" Until I move the mail from server, I can't launch PostMasterPop3.pl without force it :" "Notice: PostMasterPOP3.pl is already running (use '-f 1' if you want to start it forced)!" Then, I have to pop all message before I can launch PostMasterPop3.pl without "-f 1" argument. Until I do that, no mails will be pop. After that, I can move a second time the incredimail'mail for pop it alone. In this case. no problem ! I've got problem every time, exactly in these conditions. Below, you can found header of one mail (I replaced the personal data by "* *"). If anyone knows this problem ? Thanks for your reading :-) Microsoft Mail Internet Headers Version 2.0 Received: from ***** with Microsoft SMTPSVC(6.0.3790.1830); Fri, 1 Dec 2006 12:55:25 +0100 Received: from ***** by **** with ESMTP; 01 Dec 2006 12:55:31 +0100 X-IronPort-Anti-Spam-Filtered: true X-IronPort-Anti-Spam-Result: AgAAAOimb0XD7gTJh2dsb2JhbACCdwklggmCOIR9AQEJDio X-IronPort-AV: i="4.09,484,1157320800"; d="gif'147?jpg'147,145?scan'147,145,208,217,147,145"; a="9829249:sNHT92233351" Received: from *** by ** with ESMTP id kB1BtJlR029720 for <**>; Fri, 1 Dec 2006 12:55:19 +0100 (envelope-from <**>) Received: from ** (**) by ** (8.12.11.20060308/8.12.11/Skynet-OUT-2.22) with SMTP id kB1BtB8k029642 for <**>; Fri, 1 Dec 2006 12:55:12 +0100 (envelope-from <**>) MIME-Version: 1.0 Message-Id: <45701825.000003.03884@**> Date: Fri, 1 Dec 2006 12:55:17 +0100 (Paris, Madrid) Content-Type: Multipart/related; type="multipart/alternative"; boundary="------------Boundary-00=_5SFLG6G0000000000000" X-Mailer: IncrediMail (5252598) From: "**" <**> X-FID: BA4D874F-6DF7-4779-9FB2-291925D0875C X-Priority: 3 To: <**> Subject: Retour Return-Path: ** X-OriginalArrivalTime: 01 Dec 2006 11:55:25.0519 (UTC) FILETIME=[967C25F0:01C7153F] --------------Boundary-00=_5SFLG6G0000000000000 Content-Type: Multipart/Alternative; boundary="------------Boundary-00=_5SFLBHK0000000000000" --------------Boundary-00=_5SFLBHK0000000000000 Content-Type: Text/Plain; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable --------------Boundary-00=_5SFLBHK0000000000000 Content-Type: Text/HTML; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable --------------Boundary-00=_5SFLBHK0000000000000-- --------------Boundary-00=_5SFLG6G0000000000000 Content-Type: image/jpeg; name="2.jpg" Content-Transfer-Encoding: base64 Content-ID: <BF3D196A-3FF0-4BED-A53B-DE4B1C6C3A75> --------------Boundary-00=_5SFLG6G0000000000000 Content-Type: image/gif; name="imstp_xmas06_fr.gif" Content-Transfer-Encoding: base64 Content-ID: <32650582-2E91-4C93-900B-E6BDC724DE31> --------------Boundary-00=_5SFLG6G0000000000000--

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FAQ Package
by Sébastien SAMOUILHAN 01 Dec '06

01 Dec '06

Hello, Is it possible to hide a categorie in the faq for the public and the customer ? I want a categorie only viewable by my agents. I can create article only viewable by my agents but i will be great if we can hide some categories ;-) thank's a lot. -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.409 / Virus Database: 268.15.3/561 - Release Date: 01/12/2006

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Problem with EMail notification !
by Sébastien SAMOUILHAN 01 Dec '06

01 Dec '06

Hello, I have some trouble whit EMail Notification. I ha ve configured a POP3 account. If i send a message to this POP3 account, le message is sent in the good queue and i my agents receive an email. If a customer create a new ticket, my agents don't receive notification mail ! if an agent edit on close the ticket, my customer receive an email. My only question is why my agents don't receive an email if the ticket is created in the web interface ?? thank's a lot. -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.409 / Virus Database: 268.15.3/561 - Release Date: 01/12/2006

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Error message in OTRS install
by Gino Carosella 01 Dec '06

01 Dec '06

Hi all, I seem to be getting the following message and can't seem to be able to get otrs up. Can anyone suggest a remedy. thanks *ERROR I am getting...* ** [root@smtp-otrs Desktop]# service httpd restart Stopping httpd: [ OK ] Starting httpd: [Fri Dec 01 21:45:02 2006] [error] Can't locate 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 [Fri Dec 01 21:45:02 2006] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server smtp-otrs.gapnet-technologies.com:0, exiting... [FAILED]

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RE: AW: AW: [otrs] [V 2.1.2] Can't use an undefined value as an ARRAYreference
by Richard ***** 01 Dec '06

01 Dec '06

> From: michael.schulze@> > Try to restore a old ZZZAutp.pm. It's a new installation ; As Serge, it's not ok until 2.0.4 ... I'll try with a testing server. Thanks. Richard _________________________________________________________________ Essayez Live.com, votre nouvelle page d'accueil ! Personnalisez-la en quelques clics pour retrouver tout ce qui vous intéresse au même endroit. http://www.live.com/getstarted

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More Info Notes
by Dave Wojciechowski 01 Dec '06

01 Dec '06

Is there a way to get more info on the notes entry, such as the customer info? When entering notes on a ticket I tend to loose track of what ticket I'm working on if I have more than one window open in IE for otrs? Thanks I'm Wojo

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RE: [otrs] Problem with LDAP Customer user backend
by Richard 01 Dec '06

01 Dec '06

Finally it's not ok ; when I change Customer::Auth to ldap I can search user in my ldap directory. But if I search a customer and if that customer isn't in ldap so "source" change ; and I only have DB as choice. What's wrong ? Richard

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RE: [otrs] Problem with LDAP Customer user backend
by Richard ***** 30 Nov '06

30 Nov '06

Thanks for the answer but it's not to authenticate customers but to have customers list from ldap ; to use when I open a new phone ticket for example. I think I have to modify url near Frontend::Customer::Auth. Richard Subject: RE: [otrs] Problem with LDAP Customer user backendDate: Thu, 30 Nov 2006 14:08:18 -0600From: n.campbell(a)DalSym.comTo: otrs(a)otrs.org Here is the link to modify the setting, however, if your config file is configured properly, then you don’t have to use the GUI. Also, keep in mind that if using the GUI, when you click the LDAP drop-down, you need to scroll down and click Update to reflect the change and edit the other settings. http://shoenberg/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConf… http://shoenberg/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConf… Nathan CampbellSystems AdministratorDallas Symphony Association From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard *****Sent: Thursday, November 30, 2006 1:31 PMTo: User questions and discussions about OTRS.orgSubject: [otrs] Problem with LDAP Customer user backend Hi, I want to use my ldap directory for customer information. I put config informations into Kernel/Config.pm ; I restart otrs service. But when I go into customers section as an admin I can't change "source" to ldap backend. Ialway have "database backend". Where can I configure this ? Richard Soyez parmi les premiers à essayer Windows Live Mail. Windows Live Mail. _________________________________________________________________ Essayez Live.com et créez l'Internet qui vous ressemble : infos, sports, météo et bien plus encore ! http://www.live.com/getstarted

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RE: [otrs] Problem with LDAP Customer user backend
by Nathan Campbell 30 Nov '06

30 Nov '06

Here is the link to modify the setting, however, if your config file is configured properly, then you don't have to use the GUI. Also, keep in mind that if using the GUI, when you click the LDAP drop-down, you need to scroll down and click Update to reflect the change and edit the other settings. http://shoenberg/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConf… http://shoenberg/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConf… Nathan Campbell Systems Administrator Dallas Symphony Association _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard ***** Sent: Thursday, November 30, 2006 1:31 PM To: User questions and discussions about OTRS.org Subject: [otrs] Problem with LDAP Customer user backend Hi, I want to use my ldap directory for customer information. I put config informations into Kernel/Config.pm ; I restart otrs service. But when I go into customers section as an admin I can't change "source" to ldap backend. Ialway have "database backend". Where can I configure this ? Richard _____ Soyez parmi les premiers à essayer Windows Live Mail. Windows Live Mail. <http://ideas.live.com/programpage.aspx?versionId=5d21c51a-b161-4314-9b0e-49…>

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Problem with LDAP Customer user backend
by Richard ***** 30 Nov '06

30 Nov '06

Hi, I want to use my ldap directory for customer information. I put config informations into Kernel/Config.pm ; I restart otrs service. But when I go into customers section as an admin I can't change "source" to ldap backend. Ialway have "database backend". Where can I configure this ? Richard _________________________________________________________________ Essayez Live.com et créez l'Internet qui vous ressemble : infos, sports, météo et bien plus encore ! http://www.live.com/getstarted

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