- otrs - OTRS mailing lists

Error after instalation
by Bruno Sarlo 30 Nov '06

30 Nov '06

Hi, I've been trying to get Otrs running but couldn't get through. I actually got some problems with dependencies to install 2.1 in my Debian Sarge stable. I got it to install correctly but when I request the index.pl I get this error: ***************** Error: Access denied for user 'otrs'@'localhost' (using password: NO) Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Nov 29 06:41:05 2006 Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (1897): Module: Kernel::System::DB::new (v1.47) Line: 168 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 150 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 ***************** I'd appreciate any guidance. Thanks -- Bruno

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AuthModule::HTTPBasicAuth::Replace
by Jim Wight 30 Nov '06

30 Nov '06

This # In case there is a leading domain in the REMOTE_USER, you can # replace it by the next config option. # $Self->{'AuthModule::HTTPBasicAuth::Replace'} = 'example_domain\\'; (and Customer::AuthModule::HTTPBasicAuth::Replace) would be useful to me if there weren't the constraint that 'Replace' has to occur at the beginning of REMOTE_USER. My REMOTE_USER has the form user@domain, so I must continue to modify the code to get it reduced to plain 'user'. If the anchoring were removed, in order to allow the pattern to be deleted to occur anywhere in the string, I doubt if anyone already using the feature would be affected. Could it be done? Jim

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RE: [otrs] OTRS Installation Problems
by Richard ***** 30 Nov '06

30 Nov '06

I had same problem and for the moment I put a .htaccess file in directory where i have installer.pl file. In the .htaccess put allow from all ; it's not a very good solution but it work and after you can adapt you .htaccess file. Do the same for images directory. Richard From: edcarlsen(a)cox.netTo: otrs(a)otrs.orgDate: Wed, 29 Nov 2006 21:30:57 -0600Subject: [otrs] OTRS Installation Problems All, I am installing OTRS-2.0.4 on Linux Fedora Core 4. I used yum and installed the rpm without incident. When I try http://stleo.net/otrs/installer.pl I receive the following error: Forbidden You don't have permission to access /otrs/installer.pl on this server. Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request. Can you provide any help? Thanks. Ed Carlsen _________________________________________________________________ Exprimez-vous : créez la page d'accueil qui vous ressemble avec Live.com. http://www.live.com/getstarted

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install otrs in server host
by Valdemir 30 Nov '06

30 Nov '06

Personnel has a bill in the servant www.dreamhost.com he/she would like to put in the in my site the otrs, but I am beginner I am having dificultades in installing could anybody help myself?? did anybody already install in the servant dreamhost.com? Messenger: valdemirjs(a)hotmail.com Skype: valdemir.jacon.sanches

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OTRS Installation Problems
by Ed Carlsen 30 Nov '06

30 Nov '06

All, I am installing OTRS-2.0.4 on Linux Fedora Core 4. I used yum and installed the rpm without incident. When I try http://stleo.net/otrs/installer.pl I receive the following error: Forbidden You don't have permission to access /otrs/installer.pl on this server. Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request. Can you provide any help? Thanks. Ed Carlsen

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error installing additional application
by Richard ***** 29 Nov '06

29 Nov '06

Hi,I try to install webmail, calendar but impossible.With web I receive this message : Sorry, for this interface is mod_perl2 with Apache2::Reload required. Other way [..]And in ssh :[root@serveur opm]# ~otrs/bin/opm.pl -a install -p /tmp/opm/WebMail-0.9.9.opmCan't locate object method "SWASHNEW" via package "utf8" (perhaps you forgot to load "utf8"?) at /opt/otrs/Kernel/System/Package.pm line 315.Config : Perl 5.6.1 (can't upgrade)Otrs 2.0.4 (can't upgrade without login error)Apache 1Any idea ? Regards.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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FW: [otrs] perl: prescan_stmt.c:442:
by Dave Wojciechowski 29 Nov '06

29 Nov '06

Found that the cpan site i was using was out of date updated DBI:PG again and bango solved the issue. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Wednesday, November 29, 2006 10:11 AM To: User questions and discussions about OTRS.org Subject: [otrs] perl: prescan_stmt.c:442: Interesting issue here, having this message come up w/ some emails perl: prescan_stmt.c:442: rewrite_execute_stmt: Assertion `ph <= imp_sth->phc' failed. I'm using PostMasterPOP3.pl, I found that it was only one message in the box, once I moved the message it cleared the issue. >From my research I installed from cpan DBI:DBD and DBI:Pg to the most recent version but i'm still getting this issue on this one email Any help would be great Thanks I'm Wojo _______________________________________________ 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/

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Enable Bulk Feature on Search Customer ID Page
by Danie 29 Nov '06

29 Nov '06

Hi , Is it possible to enable the Bulk feature in the Customer ID Search Page? The reason for this is agents sometimes still get spam through from replicate emails (Customer ID's) and then click on that Customer ID link to bring up the Search page , but there is no tick box option to Bulk close. Also just on this note , will it be possible to request for the next release a "Select All" tick box to select all tickets in a queue , Search Page etc? Will this entail regitering a new module ? Sorry for silly question as I am not a perl guru... Any help will be appreciated. Daniel

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perl: prescan_stmt.c:442:
by Dave Wojciechowski 29 Nov '06

29 Nov '06

Interesting issue here, having this message come up w/ some emails perl: prescan_stmt.c:442: rewrite_execute_stmt: Assertion `ph <= imp_sth->phc' failed. I'm using PostMasterPOP3.pl, I found that it was only one message in the box, once I moved the message it cleared the issue. >From my research I installed from cpan DBI:DBD and DBI:Pg to the most recent version but i'm still getting this issue on this one email Any help would be great Thanks I'm Wojo

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AW: AW: [otrs] Module Kernel::Modules::FAQ notregistered inKernel/Config.pm!
by shawn.beasley＠dlh.de 29 Nov '06

29 Nov '06

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/

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S/MIME issues on Windows
by Sune T. Tougaard 29 Nov '06

29 Nov '06

Hi, I'm fooling around with S/MIME on a Windows install of OTRS 2.1.3, with OpenSSL 0.9.8d installed manually. It seems as if the signing and encryption of e-mails actually works, but OTRS does not believe it does, because of the output from openssl. In: C:\OTRS\otrs\Kernel\System\Crypt\SMIME.pm, the lines: open (SIGN, "$Self->{Bin} smime -sign -passin pass:".quotemeta($Secret)." -in $Filename -out $FilenameSign -text -signer $FilenameCertificate -inkey $FilenamePrivate -binary 2>&1 |"); while (<SIGN>) { $LogMessage .= $_; } close (SIGN); if ($LogMessage) { $Self->{LogObject}->Log(Priority => 'error', Message => "Can't sign: $LogMessage!"); return; } Logs the error message: Can't sign: Loading 'screen' into random state - done But when running the openssl command manually from a prompt, the "Loading 'screen' into random state - done" always shows and the signing actually happens as it's supposed to. If changing the openssl command in SMIME.pm to something like: open (SIGN, "$Self->{Bin} smime -sign -passin pass:".quotemeta($Secret)." -in $Filename -out $FilenameSign -text -signer $FilenameCertificate -inkey $FilenamePrivate -binary > c./OTRS/otrs/var/tmp/otrstemp.tmp 2>&1 |"); Everything is redirected to a file and the command works as supposed to. But doing this (redirecting to a file), also makes OTRS believe that everything went fine in case of errors (i think). Same is the case for the encryption part of SMIME.pm. Does any of you know how i can make the "Loading 'screen' into random state - done" go away without touching SMIME.pm ?? Like using the openssl.cnf file or something? I haven't been able to google my way to a solution. Any ideas? Thanks. -- /Sune

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Printing (just) part of a ticket
by Alex Mihicinac 29 Nov '06

29 Nov '06

Hi all, I'm wondering if it's possible to print just part of a ticket? It would be nice to have option for printing just selected article, or articles without internal notes. Like i see it's only way to print whole ticket at once. Hints (to do that kind of printing) are more than welcome. Best regards, Alex

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Ticket locked when setting owner
by Dirk Cleenwerck 29 Nov '06

29 Nov '06

Hi there, My question is this. In my settings I have Ticket::Frontend::AgentTicketOwner###RequiredLock set to no. I assume this to mean that when I set an owner it does not need to Lock the ticket. When I use the system and set an owner, it still changes the ticket to locked though. We don't want any tickets to be locked automatically, to avoid that nobody can work on a ticket assigned to for instance Agent number 1, if Agent number one hasn't actually locked it ( meaning that he is not busy with this ticket yet), we always want the agents to manually lock tickets. I checked all the settings I could find and as far as I know RequiredLock is off everywhere. How do I prevent the automatic lock of tickets when assigning an owner. I'm using otrs-2.1.1-014-win32.exe Thanks in advance. Dirk Cleenwerck Chief Programmer Useitgroup NV

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Hello People
by Arnold, Andrew 29 Nov '06

29 Nov '06

I am just testing OTRS version 2.1.2 on windows as a possible replacement for our own ticket system. I have got a lot of things working that I require, including the ldap customer authentication, I can query ad to pull back data and also log a call via the admin page (create mail or call ticket etc). However when a customer tries to log in to check on their tickets, it down not accept their username/password. I assume the username and password should be domain login and password that the user uses to connect to the network. I am fairly new to this so sorry if this is a stoopid question, but any ideas why the front-end customer login doesn't work but the other part (querying ldap ) does. Cheers people!! Please lt me know if you want to see a copy of the config.pl or anything Thanks Andrew Arnold IT Support Analyst hammondsdirect DDI 01274 764677 Mob 07946 459179 mailto:andrew.arnold@hammondsdirect.com This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan.

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RE: [otrs] LDAP Authentication
by Miller, Tim 28 Nov '06

28 Nov '06

I had quite a time getting it to work, but in the end I got it. Have you created a user account in AD to authenticate with for the LDAP lookup? Windows will not allow anonymous LDAP queries, you must create the account and add the following lines to your config.pm file. $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs ldap,OU=Users,DC=domain,DC=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; There should also be some error messages in the system log with OTRS if you log in using your admin agent account. What errors are you seeing there? -Tim -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Pietersen Sent: Wednesday, November 22, 2006 12:33 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] LDAP Authentication Tim, How do you have your user's logging in? When I go through and try to log myself into OTRS with; mpietersen mpietersen(a)allstatefastener.local ASFCORP\mpietersen My bind isn't working properly according to my httpd log which is pumping out ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: linux Time: Wed Nov 22 11:50:27 2006 Message: First bind failed! 80090308: LdapErr: DSID-0C09030F, comment: Traceback (24085): Module: Kernel::System::CustomerUser::LDAP::new (v1.29) Line: 71 Module: Kernel::System::CustomerUser::new (v1.28) Line: 91 Module: Kernel::System::Ticket::new (v1.229) Line: 121 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 173 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_inde 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 ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: linux Time: Wed Nov 22 11:50:36 2006 Message: First bind failed! 80090308: LdapErr: DSID-0C09030F, comment: Traceback (24086): Module: Kernel::System::CustomerUser::LDAP::new (v1.29) Line: 71 Module: Kernel::System::CustomerUser::new (v1.28) Line: 91 Module: Kernel::System::Ticket::new (v1.229) Line: 121 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 173 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_inde 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 Every time I try and log in. Have you experienced any problems when implementing your AD auth? BTW, it's running on FC4 Thanks, Mike Pietersen, A+, MCP IT (586) 498-1388 ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Miller, Tim Sent: Wednesday, November 22, 2006 9:44 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] LDAP Authentication I am no expert in giving a step by step, but here is a copy of my config.pm file which is working for customer LDAP auth via my Windows AD domain... hope it helps: As always, make a backup copy of the original Config.pm file before you start modifying.... I created a user account in AD called "otrs ldap" and use that account to authenticate the LDAP query from otrs. Windows AD will not allow anonymous lookups so this is a necessary step... # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.xxx.xxx.xx'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs ldap,OU=Users,DC=domain,DC=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; The section below is for the customer lookups via the Phone Ticket/Email Ticket screen to add a new ticket for a customer. It allows the agent type a piece of the customer info and search AD for the user... The system must be able to verify the customer in AD before it will let you enter a ticket. # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Name =>'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '10.xxx.xxx.xx', # ldap base dn BaseDN => 'dc=domain,dc=local', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=otrs ldap,OU=Users,DC=domain,DC=local', UserPw => 'password', AlwaysFilter => '', #SourceCharset => 'utf-8', #DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; With Best Regards, Tim Miller Network Administrator DBT America, Inc. Houston, PA ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of VI - Mario Tonin Sent: Wednesday, November 22, 2006 6:30 AM To: otrs(a)otrs.org Subject: [otrs] LDAP Authentication Is there anyone who can give me a step-by-step guide to configure ldap autentiation for costumers? I've added this entry: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'vidc2.battistolligroup.it'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=battistolligroup,dc=it'; . . . . . . . . . . . . . . . . . . . Mario Tonin mario.tonin(a)battistolli.it <mailto:mario.tonin@battistolli.it> B.T.V. s.p.a.- Sistemi Informativi Via Luca della Robbia 60 36100 - Vicenza - Italy w http://www.battistolli.it <http://www.battistolli.it/>

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R: otrs Customer ticket view
by VI - Mario Tonin 28 Nov '06

28 Nov '06

Thanks to all. I've changed to external note, and i see that!!!

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AW: [otrs] Module Kernel::Modules::FAQ not registered inKernel/Config.pm!
by shawn.beasley＠dlh.de 28 Nov '06

28 Nov '06

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/ >

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Customer ticket view
by VI - Mario Tonin 28 Nov '06

28 Nov '06

I want that customer read note of ticket. Actually they only see email. Any idea? . . . . . . . . . . . . . . . . . . . Mario Tonin mario.tonin(a)battistolli.it <mailto:mario.tonin@battistolli.it> B.T.V. s.p.a.- Sistemi Informativi Via Luca della Robbia 60 36100 - Vicenza - Italy w http://www.battistolli.it <http://www.battistolli.it/>

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AW: AW: AW: [otrs] [V 2.1.2] Can't use an undefined value asanARRAYreference
by shawn.beasley＠dlh.de 28 Nov '06

28 Nov '06

Hi, Sorry. I answered the wrong post. ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von shawn.beasley(a)dlh.de Gesendet: Dienstag, 28. November 2006 10:39 An: otrs(a)otrs.org Betreff: AW: AW: AW: [otrs] [V 2.1.2] Can't use an undefined value asanARRAYreference Hallo Everyone, ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Richard ***** Gesendet: Montag, 27. November 2006 20:26 An: User questions and discussions about OTRS.org Betreff: RE: AW: AW: [otrs] [V 2.1.2] Can't use an undefined value as anARRAYreference > 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 ________________________________ Exprimez-vous en direct avec Windows Live Messenger ! Windows Live Messenger ! <http://imagine-msn.com/messenger/launch80/default.aspx?locale=fr-fr&sou rce=joinmsncom/messenger> We have already solved this problem, please read the archives http://www.mail-archive.com/otrs@otrs.org/msg12344.html Greetz, Shawn

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language changes
by rico f 28 Nov '06

28 Nov '06

Hi, I want to adapt (and correct) some of the words in my language file to be consistent in Swedish all the way. When I do so in my case sv.pm and choose sv as the language then I only get the following error: ---- Can't locate object method "Data" via package "Kernel::Language" at /opt/otrs//Kernel/Language.pm line 129, <PRODUCT> line 72. ---- This happens if I make a copy of the original sv.pm and rename the new file to sv.pm and rename the original file to sv_org.pm. I also change the owner and modes to be the same as the original. I don't know if this is the way to do the changes or if there is an option in the SysConfig option in the admin area? Anyone the has the same problem? Thanks in advance ricfors

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customer ticket closure info
by charlie 28 Nov '06

28 Nov '06

Hi running the latest version of OTRS on a small server with approx 5 agents and 15 customers. At the moment, I haven't the ability to set up a mail server. My question is this; when a ticket is closed by an agent, I cannot see a way to configure a customer profile so that they can see the result of the closure. The customer can see all the tickets they have raised and their status, but not the info the agent has entered to close the ticket. Is this some config I have overlooked? -------------------------------------------------------------------------- Search Accredited Degrees Browse leading, accredited online degrees. Get free information. http://tagline.bidsystem.com/fc/BgLEQfIzfHpBFnwGyPMDmxOYdSEqZUVnnI9s/

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AW: AW: AW: [otrs] [V 2.1.2] Can't use an undefined value as anARRAYreference
by shawn.beasley＠dlh.de 28 Nov '06

28 Nov '06

Hallo Everyone, ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Richard ***** Gesendet: Montag, 27. November 2006 20:26 An: User questions and discussions about OTRS.org Betreff: RE: AW: AW: [otrs] [V 2.1.2] Can't use an undefined value as anARRAYreference > 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 ________________________________ Exprimez-vous en direct avec Windows Live Messenger ! Windows Live Messenger ! <http://imagine-msn.com/messenger/launch80/default.aspx?locale=fr-fr&sou rce=joinmsncom/messenger> We have already solved this problem, please read the archives http://www.mail-archive.com/otrs@otrs.org/msg12344.html Greetz, Shawn

1 0

Module Kernel::Modules::FAQ not registered in Kernel/Config.pm!
by mike conigliaro 28 Nov '06

28 Nov '06

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

3 2

Customer ticket closure info
by Wardale, Charlie C I41513 28 Nov '06

28 Nov '06

Hi running the latest version of OTRS on a small server with approx 5 agents and 15 customers. At the moment, I haven't the ability to set up a mail server. My question is this; when a ticket is closed by an agent, I cannot see a way to configure a customer profile so that they can see the result of the closure. The customer can see all the tickets they have raised and their status, but not the info the agent has entered to close the ticket. Is this some config I have overlooked? Registered office: Ruston House, Waterside South, Lincoln LN5 7FD, England Registered no: 4729734 This email contains confidential information and is for the exclusive use of the addressee. If you are not the addressee, then any distribution, copying or use of this email is prohibited. If received in error, please advise the sender and delete immediately. We accept no liability for any loss or damage suffered by any person arising from use of this email.

1 0

Problem installing package
by Richard 27 Nov '06

27 Nov '06

Hi, I try to install calendar and webmail packages but from webserver it's seem not to be possible : Sorry, for this interface is mod_perl2 with Apache2::Reload required. Other way [..] v 2.0.4 If I try bin/opm.pl -a install -p /tmp/opm/WebMail-0.9.9.opm I have this error : Can't locate object method "SWASHNEW" via package "utf8" (perhaps you forgot to load "utf8"?) at /opt/otrs/Kernel/System/Package.pm line 315. Is there anything I can modify to avoid this problem ? Regards Richard

1 0

Including everyone in the autoresponse...
by Janet Post 27 Nov '06

27 Nov '06

Hello all, I would like OTRS to reply to everyone in the email (everyone in the TO: and CC: fields) when it sends an autoresponse. How do I do this? I cannot seem to find any options for this. Janet

1 0

Https
by VI - Mario Tonin 27 Nov '06

27 Nov '06

How to configure https access? . . . . . . . . . . . . . . . . . . . Mario Tonin mario.tonin(a)battistolli.it <mailto:mario.tonin@battistolli.it> B.T.V. s.p.a.- Sistemi Informativi Via Luca della Robbia 60 36100 - Vicenza - Italy w http://www.battistolli.it <http://www.battistolli.it/>

2 1

AW: [otrs] [V 2.1.2] Can't use an undefined value as an ARRAY reference
by Richard 27 Nov '06

27 Nov '06

Hello, I have same problem with an new installation (with rpm and tar.gz). When I first log with root@localhost I receive this message too : Can't use an undefined value as an ARRAY reference at ../..//Kernel/System/Config.pm line 141 I made a DB uptdate but same result as Serge. Otrs release 2.1.3 Where could we search ? Perl problem ? Webserver ? Database ? Regards Richard

3 2

FAQ module not Working
by Mario Zanier 27 Nov '06

27 Nov '06

Hi there, We are using OTRS 2.1.1 in win2003 Server (apache 2.2) Installing FAQ Module over Adminstration interface works, but otrs crashes when adding # add faq group require Kernel::System::Group; $Self->{GroupObject} = Kernel::System::Group->new(%{$Self}); $Self->{GroupObject}->GroupAdd( Name => 'faq', Comment => 'faq database users', ValidID => 1, UserID => 1, ); to Config.pm. Error message: Software error: Got no DBObject! at C:/OTRS/otrs//Kernel/System/Group.pm line 70. please help to get FAQ module working (for sure we pay for support if needed). regards, xt:Commerce Mario Zanier Bachweg 1 A-6091 Götzens Tel. +43 (0) 5234 / 33293 od. +43 (0) 699 / 112 0000 2 E-Mail: mzanier(a)xtcommerce.com http://www.XT-Commerce.com PGP KEY ID: 88320EC8 Diese e-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese e-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e- mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden.

1 0

Re: After restore getting "Internal Server Error" periodically due to bad header
by Maistros Stelios 27 Nov '06

27 Nov '06

Hello, Try to turn off SE (security enhanced), if you have it enabled. Stelios /// I'm having a weird problem pop up off and on I was hoping someone could help me with. We originally installed OTRS on a old machine for testing. Once we decided to move it into production we reinstalled it on another system, following the meticulously detailed installation instructions we created during the original install. Once it was installed we tested it and everything appeared to work perfectly. We then ran a backup using the backup.pl, and restored it using the restore.pl on the new system. Everything looked like it was working normally. But, almost immediately the agents started noticing that if they didn't pick both a queue and a owner when creating a phone ticket they would get an "Internal Server Error" page. Not an OTRS error, an Apache error. The same thing happens periodically when changing the owner of a ticket. However, the ticket is actually created, or the owner is actually changed, the initial action didn't fail it just took us to an apache error page. The apache log file shows the following after this happens: malformed header from script. Bad header=MAILER-DAEMON... Saved message: index.pl, referer: http://helpdesk.trinicom.com/otrs/index.pl Same error message every time, bad header = mailer-daemon. Any idea what I can do to resolve this issue?

1 0

Panic, no user data
by VI - Mario Tonin 27 Nov '06

27 Nov '06

Hi, i've finally get the authentications via ldap. Now, I want every user of my AD to be able to log in to otrs. Actually I have to insert manually the customer to db, than he can log-in successfully. If I don't insert it manually, I got the message "panic, no user data". How can I solve this? Thanks . . . . . . . . . . . . . . . . . . . Mario Tonin mario.tonin(a)battistolli.it <mailto:mario.tonin@battistolli.it> B.T.V. s.p.a.- Sistemi Informativi Via Luca della Robbia 60 36100 - Vicenza - Italy w http://www.battistolli.it <http://www.battistolli.it/>

1 0

Problem with HTM Tags
by Prafulla Kumar H.S. 27 Nov '06

27 Nov '06

Hi, When the customers are receiving the mail, they are getting mails like this. You can see the progress of your ticket at <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> How to overcome this problem. Regards, Prafulla Kumar

1 0

After restore getting "Internal Server Error" periodically due to bad header
by brwells 25 Nov '06

25 Nov '06

I'm having a weird problem pop up off and on I was hoping someone could help me with. We originally installed OTRS on a old machine for testing. Once we decided to move it into production we reinstalled it on another system, following the meticulously detailed installation instructions we created during the original install. Once it was installed we tested it and everything appeared to work perfectly. We then ran a backup using the backup.pl, and restored it using the restore.pl on the new system. Everything looked like it was working normally. But, almost immediately the agents started noticing that if they didn't pick both a queue and a owner when creating a phone ticket they would get an "Internal Server Error" page. Not an OTRS error, an Apache error. The same thing happens periodically when changing the owner of a ticket. However, the ticket is actually created, or the owner is actually changed, the initial action didn't fail it just took us to an apache error page. The apache log file shows the following after this happens: malformed header from script. Bad header=MAILER-DAEMON... Saved message: index.pl, referer: http://helpdesk.trinicom.com/otrs/index.pl Same error message every time, bad header = mailer-daemon. Any idea what I can do to resolve this issue?

1 0

RE: [otrs] Customer LDAP to AD Authentication - close, but not wo rking
by Sune T. Tougaard 24 Nov '06

24 Nov '06

Perhaps you should/could try with a new clean user, not before seen in the otrs db, just to make sure that the CustomerID isn't fooling around with us. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Arnold, Andrew Sent: Friday, November 24, 2006 5:28 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Customer LDAP to AD Authentication - close, but not working thanks Sune Nearly there I think - it does let me in now I have made that change. Still not showing any of the calls I created via admin login tho. Appreciate the help. Fairly new to otrs but starting to get my head round it I think. Thanks again A _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 24 November 2006 15:57 To: otrs(a)otrs.org Subject: RE: [otrs] Customer LDAP to AD Authentication - close, but not working Hi, First post, please be gentle... ;-) Don't know that much about it, but a few ideas: The "hd\xpinstall" UID i think is wrong. The UID, i believe, is used to decide which LDAP Property that is used as UID. In the case of a Windows AD domain, it's usually "sAMAccountName" or "userPrincipalName". That might give you the "Bad filter" message. Does the filter/search string show up in the log? Also, i think the "CustomerID => 'o'" usually reads "CustomerID => 'mail'", to use the e-mail from LDAP as customerID in the OTRS DB. The issue that Tim had back then... The error message seem to indicate that he was logging on using "userPrincipalName" (<username>@<dom>.<dom>) instead of "sAMAccountName" (<username>), which might have worked if the "UID" and "CustomerKey" was set to "userPrincipalName" instead of "sAMAccountName". Hope that helps you along... -- /Sune ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org <mailto:otrs-bounces@otrs.org> ] On Behalf Of Arnold, Andrew Sent: Thursday, November 23, 2006 2:13 PM To: otrs(a)otrs.org Subject: [otrs] Customer LDAP to AD Authentication - close, but not working Please see mail below from Tim Miller: I too have a similar problem, ("Login failed! Your username or password was entered incorrectly". on the customer.pl web page) but I get the following entry in log file: [Thu Nov 23 13:06:23 2006][Error][Kernel::System::CustomerAuth::LDAP::Auth][141] Search failed! Bad filter Any ideas people please: Thanks a lot: Andrew (please see LDAP entries in my Config.pm) # AA Customer Authentication # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '128.30.1.50'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=hq,dc=office,dc=hd,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'hd\xpinstall'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=xpinstall,ou=Support,ou=IT,OU=HD,dc=hq,dc=office,dc=hd,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '******starred out*'; # Getting Customer Info # $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '128.30.1.50', BaseDN => 'dc=hq,dc=office,dc=hd,dc=com', SSCOPE => 'sub', UserDN => 'cn=xpinstall,ou=Support,ou=IT,OU=HD,dc=hq,dc=office,dc=hd,dc=com', UserPw => '******starred out*', }, CustomerKey => 'sAMAccountName', CustomerID => 'o', CustomerUserListFields => ['cn'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; (Mail from Tim Miller I am having trouble getting the customers to be able to authenticate and log in to the customer.pl web page. I am trying to use LDAP to authenticate. From the agent side, my LDAP searches are working fine. If I search for a customer by name to create a new ticket, I get a complete list of possible names back from the LDAP search. However, when the customers attempt to log in, all I get is "Login failed! Your username or password was entered incorrectly". I know the username and password is correct, but I keep getting this error. In the System log, I get the following message, "CustomerUser: jdoe at dbtamerica.local <http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> > authentification failed, no LDAP entry found!BaseDN='dc=dbtamerica,dc=local', Filter='(&(sAMAccountName=jdoe at dbtamerica.local <http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> > )(!objectclass=computer)) ', (REMOTE_ADDR: 10.222.128.53)." I have a J Doe account in my AD that I use for testing, the account exists and I am using the correct password. Do I have to use the PosixGroups lines in the Config.pm file? I am currently not using these at all, but my understanding is that it should work without them. Do I have to create a group in AD, or specify that the "domain users" group is allowed access? Any advice is greatly appreciated, this is our last major hurdle to get over, so far we love the package, but we really want the AD authentication to work. With Best Regards, Tim ) Andrew Arnold IT Support Analyst hammondsdirect DDI 01274 764677 Mob 07946 459179 mailto:andrew.arnold@hammondsdirect.com <mailto:andrew.arnold@hammondsdirect.com> This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan. This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan.

1 0

RE: [otrs] Customer LDAP to AD Authentication - close, but not wo rking
by Sune T. Tougaard 24 Nov '06

24 Nov '06

Hi, First post, please be gentle... ;-) Don't know that much about it, but a few ideas: The "hd\xpinstall" UID i think is wrong. The UID, i believe, is used to decide which LDAP Property that is used as UID. In the case of a Windows AD domain, it's usually "sAMAccountName" or "userPrincipalName". That might give you the "Bad filter" message. Does the filter/search string show up in the log? Also, i think the "CustomerID => 'o'" usually reads "CustomerID => 'mail'", to use the e-mail from LDAP as customerID in the OTRS DB. The issue that Tim had back then... The error message seem to indicate that he was logging on using "userPrincipalName" (<username>@<dom>.<dom>) instead of "sAMAccountName" (<username>), which might have worked if the "UID" and "CustomerKey" was set to "userPrincipalName" instead of "sAMAccountName". Hope that helps you along... -- /Sune ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Arnold, Andrew Sent: Thursday, November 23, 2006 2:13 PM To: otrs(a)otrs.org Subject: [otrs] Customer LDAP to AD Authentication - close, but not working Please see mail below from Tim Miller: I too have a similar problem, ("Login failed! Your username or password was entered incorrectly". on the customer.pl web page) but I get the following entry in log file: [Thu Nov 23 13:06:23 2006][Error][Kernel::System::CustomerAuth::LDAP::Auth][141] Search failed! Bad filter Any ideas people please: Thanks a lot: Andrew (please see LDAP entries in my Config.pm) # AA Customer Authentication # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '128.30.1.50'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=hq,dc=office,dc=hd,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'hd\xpinstall'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=xpinstall,ou=Support,ou=IT,OU=HD,dc=hq,dc=office,dc=hd,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '******starred out*'; # Getting Customer Info # $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '128.30.1.50', BaseDN => 'dc=hq,dc=office,dc=hd,dc=com', SSCOPE => 'sub', UserDN => 'cn=xpinstall,ou=Support,ou=IT,OU=HD,dc=hq,dc=office,dc=hd,dc=com', UserPw => '******starred out*', }, CustomerKey => 'sAMAccountName', CustomerID => 'o', CustomerUserListFields => ['cn'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; (Mail from Tim Miller I am having trouble getting the customers to be able to authenticate and log in to the customer.pl web page. I am trying to use LDAP to authenticate. From the agent side, my LDAP searches are working fine. If I search for a customer by name to create a new ticket, I get a complete list of possible names back from the LDAP search. However, when the customers attempt to log in, all I get is "Login failed! Your username or password was entered incorrectly". I know the username and password is correct, but I keep getting this error. In the System log, I get the following message, "CustomerUser: jdoe at dbtamerica.local <http://lists.otrs.org/cgi-bin/listinfo/otrs> authentification failed, no LDAP entry found!BaseDN='dc=dbtamerica,dc=local', Filter='(&(sAMAccountName=jdoe at dbtamerica.local <http://lists.otrs.org/cgi-bin/listinfo/otrs> )(!objectclass=computer)) ', (REMOTE_ADDR: 10.222.128.53)." I have a J Doe account in my AD that I use for testing, the account exists and I am using the correct password. Do I have to use the PosixGroups lines in the Config.pm file? I am currently not using these at all, but my understanding is that it should work without them. Do I have to create a group in AD, or specify that the "domain users" group is allowed access? Any advice is greatly appreciated, this is our last major hurdle to get over, so far we love the package, but we really want the AD authentication to work. With Best Regards, Tim ) Andrew Arnold IT Support Analyst hammondsdirect DDI 01274 764677 Mob 07946 459179 mailto:andrew.arnold@hammondsdirect.com This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan.

2 1

Please disregard -> RE: [otrs] Cron errors
by Jason Loven 24 Nov '06

24 Nov '06

Please disregard this post. The backup script actually errored as well but more correctly pointed out that the article table was broken. A table repair seems to have corrected the problem. -Jason ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Loven Sent: Friday, November 24, 2006 9:15 AM To: otrs(a)otrs.org Subject: [otrs] Cron errors I just noticed I'm getting the following error output from the GenericAgent.pl job. Anyone have any ideas what's causing it? Looks like a syntax problem to me since it's looking for a table "at" that doesn't exist. This is on a 2.0.4 install (which I had planned on upgrading to 2.1.x today). DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_subject) LIKE LOWER('%Alert: Computer Associates%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_subject) LIKE LOWER('%notification for Concerto Foods%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_subject) LIKE LOWER('%Alert: Concerto Foods%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_body) LIKE LOWER('%Customer: Midvalley Glass%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4.

1 0

Cron errors
by Jason Loven 24 Nov '06

24 Nov '06

I just noticed I'm getting the following error output from the GenericAgent.pl job. Anyone have any ideas what's causing it? Looks like a syntax problem to me since it's looking for a table "at" that doesn't exist. This is on a 2.0.4 install (which I had planned on upgrading to 2.1.x today). DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_subject) LIKE LOWER('%Alert: Computer Associates%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_subject) LIKE LOWER('%notification for Concerto Foods%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_subject) LIKE LOWER('%Alert: Concerto Foods%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. DBD::mysql::st execute failed: Table 'at' is marked as crashed and should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24 09:02:06 2006 Message: Table 'at' is marked as crashed and should be repaired, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND ( LOWER(at.a_body) LIKE LOWER('%Customer: Midvalley Glass%')) ORDER BY st.create_time_unix DESC LIMIT 2000' Traceback (11087): Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484 Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4.

1 0

Upgrade manual?
by Jason Loven 24 Nov '06

24 Nov '06

Is there a manual that specifically deals with upgrading from 2.0.4 to 2.1.x? Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: support(a)cainetserv.net <BLOCKED::mailto:support@cainetserv.net> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/>

1 0

RE: FW: [otrs] SysConfig
by Dave Wojciechowski 24 Nov '06

24 Nov '06

Thanks Alex, just wanted to make sure it was not me. Is anyone else experincing the issue w/ the attachement links? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: Friday, November 24, 2006 3:48 AM To: User questions and discussions about OTRS.org Subject: Re: FW: [otrs] SysConfig Hi Dave, Dave Wojciechowski schrieb: > anyone have any ideas on these ones? > > ---------------------------------------------------------------------- > -- > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On > Behalf Of *Dave Wojciechowski > *Sent:* Wednesday, November 22, 2006 10:55 AM > *To:* otrs(a)otrs.org > *Subject:* [otrs] SysConfig > > Question on GUI sysconfig, wanted to check if this is me or something > w/ the system, why does the sysconfig run much slower than the rest of > the app, I'm waiting up to 30 sec on each load of each link only in > the sysconfig. I'm also seeing that the cpu is up to 100 from httpd > when I'm waiting. I'm using the RPM install on centos 4.4 on a p4 1.7 > w/ 1 gig mem. I heard that this behaviour is OK because OTRS must run through all XML-config-files to proceed Sysconfig. Perhaps code-optimization could help in the future to achieve more efficient. > > Also I'm seeing that in the admin area, the attachments and > attachments <-> Responses prompt me to download the content as a html > doc, I'm running version 2.1.3 and using i.e. 7. > > If someone has any answers it would be great Bye, Alex _______________________________________________ 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

FW: [otrs] SysConfig
by Dave Wojciechowski 24 Nov '06

24 Nov '06

anyone have any ideas on these ones? ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Wednesday, November 22, 2006 10:55 AM To: otrs(a)otrs.org Subject: [otrs] SysConfig Question on GUI sysconfig, wanted to check if this is me or something w/ the system, why does the sysconfig run much slower than the rest of the app, I'm waiting up to 30 sec on each load of each link only in the sysconfig. I'm also seeing that the cpu is up to 100 from httpd when I'm waiting. I'm using the RPM install on centos 4.4 on a p4 1.7 w/ 1 gig mem. Also I'm seeing that in the admin area, the attachments and attachments <-> Responses prompt me to download the content as a html doc, I'm running version 2.1.3 and using i.e. 7. If someone has any answers it would be great

2 1

Customer LDAP to AD Authentication - close, but not working
by Arnold, Andrew 23 Nov '06

23 Nov '06

Please see mail below from Tim Miller: I too have a similar problem, ("Login failed! Your username or password was entered incorrectly". on the customer.pl web page) but I get the following entry in log file: [Thu Nov 23 13:06:23 2006][Error][Kernel::System::CustomerAuth::LDAP::Auth][141] Search failed! Bad filter Any ideas people please: Thanks a lot: Andrew (please see LDAP entries in my Config.pm) # AA Customer Authentication # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '128.30.1.50'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=hq,dc=office,dc=hd,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'hd\xpinstall'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=xpinstall,ou=Support,ou=IT,OU=HD,dc=hq,dc=office,dc=hd,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '******starred out*'; # Getting Customer Info # $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '128.30.1.50', BaseDN => 'dc=hq,dc=office,dc=hd,dc=com', SSCOPE => 'sub', UserDN => 'cn=xpinstall,ou=Support,ou=IT,OU=HD,dc=hq,dc=office,dc=hd,dc=com', UserPw => '******starred out*', }, CustomerKey => 'sAMAccountName', CustomerID => 'o', CustomerUserListFields => ['cn'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; (Mail from Tim Miller I am having trouble getting the customers to be able to authenticate and log in to the customer.pl web page. I am trying to use LDAP to authenticate. From the agent side, my LDAP searches are working fine. If I search for a customer by name to create a new ticket, I get a complete list of possible names back from the LDAP search. However, when the customers attempt to log in, all I get is "Login failed! Your username or password was entered incorrectly". I know the username and password is correct, but I keep getting this error. In the System log, I get the following message, "CustomerUser: jdoe at dbtamerica.local <http://lists.otrs.org/cgi-bin/listinfo/otrs> authentification failed, no LDAP entry found!BaseDN='dc=dbtamerica,dc=local', Filter='(&(sAMAccountName=jdoe at dbtamerica.local <http://lists.otrs.org/cgi-bin/listinfo/otrs> )(!objectclass=computer)) ', (REMOTE_ADDR: 10.222.128.53)." I have a J Doe account in my AD that I use for testing, the account exists and I am using the correct password. Do I have to use the PosixGroups lines in the Config.pm file? I am currently not using these at all, but my understanding is that it should work without them. Do I have to create a group in AD, or specify that the "domain users" group is allowed access? Any advice is greatly appreciated, this is our last major hurdle to get over, so far we love the package, but we really want the AD authentication to work. With Best Regards, Tim ) Andrew Arnold IT Support Analyst hammondsdirect DDI 01274 764677 Mob 07946 459179 mailto:andrew.arnold@hammondsdirect.com This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system; you must not copy or disclose the contents of this message or any attachment to any other person. Copyright in documents created by or on behalf of this firm remains vested in the firm, and we assert our moral rights, unless the terms of our relevant client's engagement provide otherwise. HammondsDirect is regulated in the United Kingdom by the Law Society. The partners in the firm are either solicitors or registered foreign lawyers and a list of their names and professional qualifications can be inspected at Pennine House, Well Street, Bradford, BD1 5NU. This e-mail has been scanned for all viruses on behalf of HammondsDirect by Integralis e:scan.

1 0

Re: LDAP Authentication
by VI - Mario Tonin 23 Nov '06

23 Nov '06

Sorry, but i still can authenticate. Here my entry on config.pm. Something wrong? Anything else to change? Please help me! # **************************************************** # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # **************************************************** # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'vidc2.battistolligroup.it'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=battistolligroup, dc=it'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'otrs'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'vidc2.battistolligroup.it'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=GRUPPO BATTISTOLLI, dc=battistolligroup, dc=it'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs, ou=Users, dc=battistolligroup, dc=it'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxx'; # **************************************************** #

1 0

Ticket Priority
by Robert Garcia 23 Nov '06

23 Nov '06

I am having issues attempting to modify ticket priority names (e.g. changing 'very high' to 'critical'). Making the modification in the MySQL table is a no brainer, but I cannot seem to find the correct pm files to make the configuration changes (as described in the documentation). Any help would be appreciated. Thank you, -- Robert Garcia

2 1

Automatic locking
by Rolandas Juodzbalis 23 Nov '06

23 Nov '06

Hello, Is it possible to implement following feature: automatically assign (lock) ticket to agent which has least open tickets (or by any agent atribute)? I thinked about doing with GenericAgent and some custom script? Thank you, Rolandas

2 1

Forwarding mail with specific subject
by VI - Mario Tonin 23 Nov '06

23 Nov '06

Hi, i've a question. I want otrs automatically forward to an e-mail address incoming mail with specific words in subject? Any ideas? Thanks! . . . . . . . . . . . . . . . . . . . Mario Tonin mario.tonin(a)battistolli.it <mailto:mario.tonin@battistolli.it> B.T.V. s.p.a.- Sistemi Informativi Via Luca della Robbia 60 36100 - Vicenza - Italy w http://www.battistolli.it <http://www.battistolli.it/>

2 1

Ticket Priority
by Robert Garcia 23 Nov '06

23 Nov '06

I am having issues attempting to modify ticket priority names (e.g. changing 'very high' to 'critical'). Making the modification in the MySQL table is a no brainer, but I cannot seem to find the correct pm files to make the configuration changes (as described in the documentation). Any help would be appreciated. Thank you, -- Robert Garcia

1 0

Disregard my last message
by Wentworth, Matt 22 Nov '06

22 Nov '06

I was able to find my problem. The last section of that speaks to login as root@localhost <mailto:root@localhost> only worked when I actually did it from the local host. http://localhost/otrs/index.pl <http://localhost/otrs/index.pl> . Once I had done that it allowed me in and I checked the Admin -> Sysconfig. After doing that locally I was than able to connect in from another machine without issue. Thank you, Matthew Wentworth

1 0

Front End module perimssions problem
by Wentworth, Matt 22 Nov '06

22 Nov '06

I'm running an old RedHat 8 box, but it had been working great with V.2.0.x. I attempted to update my otrs with the newer release V.2.1.x. I stopped the services, backed up my data, installed the new RPM, restarted the services, update the mysql database tables, and ran the SetPermissions.sh. I now recieve the error when attempting to access the site Message: No Permission to use this frontend module! I'm sure that I must be overlooking permissions somewhere but I am not able to find it. I ran the SetPermissions.sh with /opt/otrs otrs apache, and I also tried /opt/otrs otrs apache apache apache. I checked my user and group in the apache config and they are both apache, apache. Suggestions would be appreciated. Thank you, Matt Wentworth

1 0

RE: [otrs] LDAP Authentication
by Miller, Tim 22 Nov '06

22 Nov '06

I am no expert in giving a step by step, but here is a copy of my config.pm file which is working for customer LDAP auth via my Windows AD domain... hope it helps: As always, make a backup copy of the original Config.pm file before you start modifying.... I created a user account in AD called "otrs ldap" and use that account to authenticate the LDAP query from otrs. Windows AD will not allow anonymous lookups so this is a necessary step... # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.xxx.xxx.xx'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs ldap,OU=Users,DC=domain,DC=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; The section below is for the customer lookups via the Phone Ticket/Email Ticket screen to add a new ticket for a customer. It allows the agent type a piece of the customer info and search AD for the user... The system must be able to verify the customer in AD before it will let you enter a ticket. # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Name =>'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '10.xxx.xxx.xx', # ldap base dn BaseDN => 'dc=domain,dc=local', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=otrs ldap,OU=Users,DC=domain,DC=local', UserPw => 'password', AlwaysFilter => '', #SourceCharset => 'utf-8', #DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; With Best Regards, Tim Miller Network Administrator DBT America, Inc. Houston, PA ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of VI - Mario Tonin Sent: Wednesday, November 22, 2006 6:30 AM To: otrs(a)otrs.org Subject: [otrs] LDAP Authentication Is there anyone who can give me a step-by-step guide to configure ldap autentiation for costumers? I've added this entry: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'vidc2.battistolligroup.it'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=battistolligroup,dc=it'; . . . . . . . . . . . . . . . . . . . Mario Tonin mario.tonin(a)battistolli.it <mailto:mario.tonin@battistolli.it> B.T.V. s.p.a.- Sistemi Informativi Via Luca della Robbia 60 36100 - Vicenza - Italy w http://www.battistolli.it <http://www.battistolli.it/>

2 1

SysConfig
by Dave Wojciechowski 22 Nov '06

22 Nov '06

Question on GUI sysconfig, wanted to check if this is me or something w/ the system, why does the sysconfig run much slower than the rest of the app, I'm waiting up to 30 sec on each load of each link only in the sysconfig. I'm also seeing that the cpu is up to 100 from httpd when I'm waiting. I'm using the RPM install on centos 4.4 on a p4 1.7 w/ 1 gig mem. Also I'm seeing that in the admin area, the attachments and attachments <-> Responses prompt me to download the content as a html doc, I'm running version 2.1.3 and using i.e. 7. If someone has any answers it would be great

1 0

LDAP Authentication
by VI - Mario Tonin 22 Nov '06

22 Nov '06

Is there anyone who can give me a step-by-step guide to configure ldap autentiation for costumers? I've added this entry: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'vidc2.battistolligroup.it'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=battistolligroup,dc=it'; . . . . . . . . . . . . . . . . . . . Mario Tonin mario.tonin(a)battistolli.it <mailto:mario.tonin@battistolli.it> B.T.V. s.p.a.- Sistemi Informativi Via Luca della Robbia 60 36100 - Vicenza - Italy w http://www.battistolli.it <http://www.battistolli.it/>

5 4

Need TicketID / AD logon
by Marcos Kamada 22 Nov '06

22 Nov '06

I have this error (Need TicketID) when I try to use customer.pl! Somebody can help me? Other question, How can I use my active directory to logon in Customer/Agent interface? I can´t find this information in the doc´s! Regards, -- -------------------------------- Marcos Mina Kamada

2 1

AW: [otrs] where's FAQ Button, How can i Customize it and show it?
by shawn.beasley＠dlh.de 22 Nov '06

22 Nov '06

> -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von henche muliawan > Gesendet: Mittwoch, 22. November 2006 05:45 > An: User questions and discussions about OTRS.org > Betreff: [otrs] where's FAQ Button, How can i Customize it > and show it? > > hello all, > i want to ask u about FAQ, cause i can't see FAQ Button , how > can i show it and customize it? > > thx, > - HM - > > > > > > ______________________________________________________________ > ______________________ > Sponsored Link > > Rates near 39yr lows. $510,000 Loan for $1698/mo. > Calcuate new payment. www.LowerMyBills.com/lre > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > => http://www.otrs.com/ > This email has already been thoroughly enough discussed. Please check http://www.mail-archive.com/otrs%40otrs.org/ I have posted a fix for the FAQ problem. Thanks, Shawn

1 0

RE: [otrs] logo and company name on customer's page
by Peter van Beugen 22 Nov '06

22 Nov '06

Download and read the manual http://doc.otrs.org/2.1/en/pdf/otrs_admin_book.pdf online: http://doc.otrs.org/2.1/en/html/ -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens henche muliawan Verzonden: dinsdag 21 november 2006 10:26 Aan: otrs(a)otrs.org Onderwerp: [otrs] logo and company name on customer's page hi all, i'm still newbie in OTRS and want to ask ur guide, here is my question : 1. how can i add picture or something in header and footer on customer's page (Customer.pl)? 2. how to custom POP3 account on OTRS? 3. how can i connect OTRS with microsoft outlook in my company? 4. how can i show FAQ Button? i'm sorry, and i'm very glad if u want help to solve my problem... thx, - HM - ________________________________________________________________________ ____________ Sponsored Link Rates near 39yr lows. $510,000 Loan for $1698/mo. Calcuate new payment. www.LowerMyBills.com/lre _______________________________________________ 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/

3 3

Disable email notifications when ownership changes
by Jelle S. 21 Nov '06

21 Nov '06

1 0

logs limited to OTRS-CGI service
by Eric Boudrand 21 Nov '06

21 Nov '06

Hi, I can read all services logs in "SystemLog". But, only "OTRS-CGI" service can be saved in log file (or displayed with syslog). Is there a way for sending also "OTRS-PM3" service or "OTRS-GenericAgent" to syslog ? Regards. Eric Boudrand

1 0

Facing Problem with perlrequire
by Prafulla Kumar H.S. 21 Nov '06

21 Nov '06

Hi, I have installed OTRS 2.1.3 on SuSE Linux Server 10.0 After installation, when I want to start http service, I am getting the following error. I have required modules under /etc/sysconfig/apache2 file. This didn't resolve the problem. Syntax error on line 10 of /etc/apache2/conf.d/otrs.conf: Invalid command 'PerlRequire', perhaps misspelled or defined by a module not included in the server configuration I am looking for help from some one who has overcome this problem. Regards, Prafulla Kumar

2 1

logo and company name on customer's page
by henche muliawan 21 Nov '06

21 Nov '06

hi all, i'm still newbie in OTRS and want to ask ur guide, here is my question : 1. how can i add picture or something in header and footer on customer's page (Customer.pl)? 2. how to custom POP3 account on OTRS? 3. how can i connect OTRS with microsoft outlook in my company? 4. how can i show FAQ Button? i'm sorry, and i'm very glad if u want help to solve my problem... thx, - HM - ____________________________________________________________________________________ Sponsored Link Rates near 39yr lows. $510,000 Loan for $1698/mo. Calcuate new payment. www.LowerMyBills.com/lre

1 0

SIngle Sign On
by Chris Roffler 20 Nov '06

20 Nov '06

Sorry to bring this up again ..... but I need some help on this one ! I am using CAS for Single Sign On to all my applications ... now it's time to get OTRS CAS'yfied ... I am not a Perl guy ..... Here is a link to some info about CAS and Perl : http://www.tamu.edu/CAS/libraries/perl/ Could someone help me with some pointers on how to go about this to get it to work with OTRS ? ------------------------------------------------- To invoke the CAS server, you will need to change your perl code to call the CASUtils::check_login("--your protected page--") method before allowing the user to execute the perl code that needs to be protected. An example of this configuration is in validate.cgi. This code will redirect the user if they have not logged in to the CAS login page. When the user logs in, they will be redirected back to the page you pass into the check_login routine. If the user has logged in and has a valid session with the CAS server, the code will fall through and continue executing. A cookie that is stored in the users browser will be used to look up the session number stored on the CAS server so logging in through one service will also log the user into other services. Sample Implementation You can also implement the checks in your perl code without including the CASUtils.pm modules. You will still need to SSLeay routines. The sample code can be found in the sample code secure.cgi. In this sample code we use the netid-test server to authenticate our perl code located in the secure.cgi script. The first thing that we do in the code is to see if we have a valid ticket which on first pass we should not. Since we don't have a valid ticket, we perform a redirection to the login service and request that we return back to our routine by passing the location of our routine in the service variable. When we come back into the code, we should have a valid ticket. With this ticket, we validate our service by calling the cas server a second time. The validate routine returns a yes or a no and values of NetID, UIN, and SSN. These values are returned through the https return value and are surrounded by XML constructs. _______________________________________________________________________________________________ Thanks Chris

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two otrs/mod_perl instancs
by Wiktor Wodecki 20 Nov '06

20 Nov '06

Hey guys, I'm currently deploying a second OTRS instance on a local webserver for testing purposes. The first instance runs fine for three years now with mod_perl enabled. The new version 2.1.2 is however dreadfully slow. I'm reluctant to install another vhost/webserver for this application, so the question is, if it's possible to run two concurrent OTRS applications with mod_perl on the same vhost. I've read briefly the mod_perl docs, but I think due to the same namespace of the installations this will not possible, eh? Any thoughts on this? -- Regards, Wiktor Wodecki net mobile AG, Zollhof 17, 40221 Duesseldorf, Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783

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Different email in From: field
by booger＠post.pl 20 Nov '06

20 Nov '06

Hello, OTRS 2.1.3. I want my emails From: field to be more "personal". Now, when I reply to email it has From: field like the queue has, for example: From: Office <office(a)domain.com> but I want it to be a personal address of agent: From: FirstName SecondName <f.secondname(a)domain.com> Can it be done? -- Arek

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Position of ticket number in subject
by booger＠post.pl 20 Nov '06

20 Nov '06

Hello, OTRS 2.1.3. I want my reply's topic to be more clean. Now it is for example: Re: [Ticket#2006112010000028] test but I want it to be for example: Re: test [Ticket#2006112010000028] Can it be done? -- Arek

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RE: [otrs] Simple question
by Jim McBurnett 20 Nov '06

20 Nov '06

Jase, I changed that, but it reverted back after I made changes elsewhere in the system.. How do I make it stick? Jim -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jase Critchley Sent: Sunday, November 19, 2006 6:19 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Simple question Jim, Yes you can change it. Go into your OTRS/CRONw directory and there is a file called crontab.txt There is a line in there with: */10 * * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/PostMasterPOP3.pl I'm not an expert in Cron, so I don't know what each * means, however the 10 means check every 10 minutes. Regards, Jase Critchley Technical Director SwitchSupport Tel: 0845 094 0810 Mob: 0789 444 2068 w: http://www.switchsupport.co.uk e: jase.critchley(a)switchsupport.co.uk -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jim McBurnett Sent: 19 November 2006 07:14 To: otrs(a)otrs.org Subject: [otrs] Simple question How often does the windows version poll for pop3 emails? I am seeing every 5 min. Can it be changed? If so where? Thanks, Jim _______________________________________________ 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/

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Next Questions....
by Jim McBurnett 20 Nov '06

20 Nov '06

First, On Postmaster filters... Not being a Linux guru, I am not sure how to use the regexp- - anyone got a good link for learning them? Second, Where is the logo files locate for the user login screens for a windows system? Third, Instead of ticket ID's year-month etc.. We want to use a 6 digit number and start with 100000 How can we do this? Thanks, Jim

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RE: [otrs] Simple question
by Jase Critchley 19 Nov '06

19 Nov '06

Jim, Yes you can change it. Go into your OTRS/CRONw directory and there is a file called crontab.txt There is a line in there with: */10 * * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/PostMasterPOP3.pl I'm not an expert in Cron, so I don't know what each * means, however the 10 means check every 10 minutes. Regards, Jase Critchley Technical Director SwitchSupport Tel: 0845 094 0810 Mob: 0789 444 2068 w: http://www.switchsupport.co.uk e: jase.critchley(a)switchsupport.co.uk -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jim McBurnett Sent: 19 November 2006 07:14 To: otrs(a)otrs.org Subject: [otrs] Simple question How often does the windows version poll for pop3 emails? I am seeing every 5 min. Can it be changed? If so where? Thanks, Jim _______________________________________________ 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/

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Simple question
by Jim McBurnett 19 Nov '06

19 Nov '06

How often does the windows version poll for pop3 emails? I am seeing every 5 min. Can it be changed? If so where? Thanks, Jim

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RE: [otrs] Slow email response submission
by Bartsch, Martin msg asp gmbh 19 Nov '06

19 Nov '06

Disable CheckMX Record Sysconfig Framework -> Core CheckMXRecord: No > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Peter Fern > Sent: Tuesday, October 24, 2006 8:47 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Slow email response submission > > > And apologies for replying to my own topic, but I forgot the > essentials: > > OTRS v2.1.2 > Apache 2.0.58 > Perl 5.8.8 > mod_perl 2.0.2 > > > Peter Fern wrote: > > Hi all, > > I have a problem that seems to have popped up a couple of > times in the > > archives but that I haven't seen an adequate response for. OTRS is > > quite functional, and responds speedily for all requests except when > > submitting an email response (eg - Compose Answer(email) / 'empty > > answer'), when it takes a long time to complete, and I mean > a loooooong > > time: > > > > [Notice][Kernel::System::Web::InterfaceAgent::Run] > Response::Agent: 254s > > taken (URL:Action=AgentTicketCompose:user@example.com)_ > > > > I've had a poke around, but I can't see anything that > should cause this > > behaviour, and without adding debug code into > AgentTicketCompose.pm I > > don't know where else to look. Anyone got a simple answer > to this one, > > maybe an option that needs flipping? > > > > Thanks in advance, > > Pete > > _______________________________________________ > > 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/ >

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This is a test email
by Janet Post 17 Nov '06

17 Nov '06

Please ignore this email ----------------------------- Janet Post Unix Application and Network Monitor Excapsa Services Inc. 416-640-1556 x5162 janet.post(a)excapsa.ca

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Query Active Directory via Root domain server
by Brett Simpson 16 Nov '06

16 Nov '06

I have an Active Directory Domain that has a root domaincontroller with two sub domain servers. I can point to either of the subdomains and authenticate to any account under the specific DC I select. HoweverI would like to be able to point to the root domain controller and be able toauthenticate to either. My configuration I’m trying to use is below. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'dcroot.example.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=example,DC=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs,OU=Support,DC=dc,DC=example,DC=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} =’otrs4me’; Brett --------------------------------- Everyone is raving about the all-new Yahoo! Mail beta.

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Auto-Customer Registration
by Janet Post 16 Nov '06

16 Nov '06

Hello, I am evaluating otrs for use in our company, and I have a quick question for all of you gurus. Is there a method to auto-register a customer? We are thinking of setting up otrs using httpBasicAuth and than having apache authenticate to our local domain. There will be something like 300 customers when we roll this out to our employees. Is this possible? Janet

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RE: [otrs] POP3: no delete
by Nathan Campbell 16 Nov '06

16 Nov '06

I needed the same thing, so I setup a second email account and that is what OTRS pulls from. All emails sent to the real address are stored in the mailbox and copied to the second address. It works perfectly. Nathan Campbell Systems Administrator Dallas Symphony Association n.campbell(a)dalsym.com 214-871-4026 http://www.dallassymphony.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Paul Puschmann Sent: Wednesday, November 15, 2006 5:14 AM To: otrs(a)otrs.org Subject: Re: [otrs] POP3: no delete On Wed, Nov 15, 2006 at 10:23:26AM +0100, EXT / CAP GEMINI LEBLANC Bastien wrote: > Hi all, > > Can you tell me if it is possible to fetch mails from POP3 to integrate > into OTRS but without deleting it from the server? > > In fact I tried to comment the ligne 202 in the PostMasterPOP3.pl > $PopObject->delete($Messageno); > But the ticket are duplicated. > > That would be really usefull to test otrs, while keeping our current > mail system. > You could use fetchmail / getmail in connection with procmail. Paul -- : Please answer below the quote, use a realname and : use plain-text (no HTML). : Thank you.

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Search syntax
by Johan Gotting 15 Nov '06

15 Nov '06

Hi, I can't figure out to search the Subject field in the Search screen. Let's say i want to find all tickets with "Term1 AND Term2" in the subject field. What syntax should be used? Or if I want to perfom am OR search. For example "Term1 OR Term2". The syntax above does not work for me nor || and + operator. Thanks in advance! /Johan -- Johan Gotting Hälltorp Landet S-663 41 Hammarö Mobile: 0733-275063

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Re: [otrs] OTRS, mod_perl2 and Apache2 on CentOS 4.4
by Vittal Aithal 15 Nov '06

15 Nov '06

Jeff - In /opt/otrs/scripts/apache2-perl-startup.pl, comment out the following lines: use Apache (); use Apache::DBI (); Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'some-pass'); The CGI module should be smart enough to figure out what Apache modules to load when running under mod_perl_2 hth vittal On 15 Nov 2006, at 11:24, Jeff Engstrom wrote: > Once I added the line you suggested and went to cycle Apache the > following > errors came up... > ------------------------------------------------- > Stopping httpd: [ OK ] > Starting httpd: [Wed Nov 15 01:58:33 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) at > /opt/otrs/scripts/apache2-perl-startup.pl line 22.\nBEGIN > failed--compilation aborted at /opt/otrs/scripts/apache2-perl- > startup.pl > line 22.\nCompilation failed in require at (eval 2) line 1.\n > [Wed Nov 15 01:58:33 2006] [error] Can't load Perl file: > /opt/otrs/scripts/apache2-perl-startup.pl for server > vmhost04.localnet:0, > exiting... > [FAILED] > > As you can see below the file is on my server... > ------------------------------------------------- > > [root@vmhost04 conf]# locate Apache.pm > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/DBI/ > ProfileDumper/A > pache.pm > /usr/lib/perl5/5.8.5/CGI/Apache.pm > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/DBI/ > ProfileDumper/Apa > che.pm > ------------------------------------------------- > > Thanks, > Jeff > > >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >> Behalf Of >> Vittal Aithal >> Sent: Wednesday, November 15, 2006 1:25 AM >> To: User questions and discussions about OTRS.org >> Subject: Re: [otrs] OTRS, mod_perl2 and Apache2 on CentOS 4.4 >> >> Jeff - >> >> Do you have the line: >> >> Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl >> >> in your Apache config? This sets up the OTRS paths, and loads all the >> OTRS related modules. If it is in your Apache config, ensure that / >> opt/otrs/scripts/apache2-perl-startup.pl contains the lines: >> >> use lib "/opt/otrs/"; >> use lib "/opt/otrs/Kernel/cpan-lib"; >> >> hth >> vittal >> >> On 15 Nov 2006, at 05:09, Jeff Engstrom wrote: >> >>> >>> >>>> -----Original Message----- >>>> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >>>> Behalf >>>> Of Vittal Aithal >>>> Sent: Tuesday, November 14, 2006 2:20 AM >>>> To: User questions and discussions about OTRS.org >>>> Subject: Re: [otrs] OTRS, mod_perl2 and Apache2 on CentOS 4.4 >>>> >>>>> ------------------------------------------------- >>>>> Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" >>>>> Alias /otrs/ "/opt/otrs/bin/cgi-bin/" >>>>> >>>>> <Location /otrs> >>>>> SetHandler perl-script >>>>> PerlHandler Apache::Registry >>>>> Options ExecCGI >>>>> PerlSendHeader On >>>>> PerlSetupEnv On >>>>> </Location> >>>>> ------------------------------------------------- >>>>> >>>> >>>> Hi Jeff, >>>> >>>> Under mod_perl 2, the PerlHandler line should be replaced with: >>>> >>>> PerlResponseHandler ModPerl::Registry >>>> >>>> I also use: >>>> >>>> PerlOptions +ParseHeaders >>>> PerlOptions +SetupEnv >>>> >>>> rather than PerlSendHeader and PerlSetupEnv >>>> >>>> >>>> hth >>>> vittal >>>> _______________________________________________ >>>> 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/ >>> >>> I changed the config to match the above post items but now I get a >> new >>> error... >>> ------------------------------------------------- >>> Can't locate Kernel/System/Web/InterfaceAgent.pm in @INC (@INC >>> contains: >>> /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. >>> /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) at /opt/otrs/bin/cgi-bin/ >>> index.pl line 41.\nBEGIN failed--compilation aborted at >>> /opt/otrs/bin/cgi-bin/index.pl line 41.\n >>> ------------------------------------------------- >>> >>> The file it is asking for above is in Kernel/System/Web/ in the otrs >>> directory. Is there a path statement I missed along the way? >>> >>> Thanks again, >>> Jeff >>> >>> _______________________________________________ >>> 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/ >> >> -- >> Vittal Aithal >> vittal.aithal(a)vidanti.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/ -- Vittal Aithal vittal.aithal(a)vidanti.com

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AW: [otrs] Where are customer and public FAQ !!!!ICH HABE ES!!!I HAVE IT!!!
by shawn.beasley＠dlh.de 15 Nov '06

15 Nov '06

Markus, I have it. Thanks to your tip! > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von EDV Tekomedia > Gesendet: Montag, 13. November 2006 18:00 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: AW: AW: [otrs] Where are customer and public FAQ > > Hello Shawn, > got it now working for linking from Ticket to FAQ. > As already guessed it is a bad formed hardcoded link. > In {otrs-home}/Kernel/System/LinkObject/FAQ.pm you need to change line > 48 from > FrontendDest => "Action=AgentFAQ&FAQID=", to FrontendDest => > "Action=AgentFAQ&ItemID=", > > Concerning linking FAQs with Tickets, I haven't found the > right file yet. > The link seems to be built in AgentFAQ.dtl, but I don't know > how to affect it. 1. Make Bakcup of $HOME/otrs/Kernel/Output/HTML/Standard/AgentFAQ.dtl 2. Open $HOME/otrs/Kernel/Output/HTML/Standard/AgentFAQ.dtl 3. Remove lines 129-149  </td> </tr> <tr valign="top"> <td>$Text{"Linked"} ($Text{"Parent"}):</td> <td>  <a href="$Env{"Baselink"}$Data{"FrontendDest"}$QData{"ID"}" title="$QData{"Object"}: $QData{"Number"}">$QData{"Text"}</a>  </td> </tr> <tr valign="top"> <td>$Text{"Linked"} ($Text{"Child"}):</td> <td>  <a href="$Env{"Baselink"}$Data{"FrontendDest"}$QData{"ID"}" title="$QData{"Object"}: $QData{"Number"}">$QData{"Text"}</a>  </td> </tr> 4. Open /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl 5. Copy Rows 204-224 !-- dtl:block:LinkNormal --> <a href="$Env{"Baselink"}$Data{"FrontendDest"}$QData{"ID"}" title="$QData{"Object"}: $QData{"Number"}">$QData{"Text"}</a>  </td> </tr> <tr valign="top"> <td>$Text{"Linked"} ($Text{"Parent"}):</td> <td>  <a href="$Env{"Baselink"}$Data{"FrontendDest"}$QData{"ID"}" title="$QData{"Object"}: $QData{"Number"}">$QData{"Text"}</a>  </td> </tr> <tr valign="top"> <td>$Text{"Linked"} ($Text{"Child"}):</td> <td>  <a href="$Env{"Baselink"}$Data{"FrontendDest"}$QData{"ID"}" title="$QData{"Object"}: $QData{"Number"}">$QData{"Text"}</a>  </td> </tr> 6. Insert where removed in $HOME/otrs/Kernel/Output/HTML/Standard/AgentFAQ.dtl 7. Save and Rejoice!!!!! > Greetings > > Markus > > > shawn.beasley(a)dlh.de schrieb: > > Markus > > > >> -----Ursprüngliche Nachricht----- > >> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > Im Auftrag > >> von EDV Tekomedia > >> Gesendet: Montag, 13. November 2006 12:25 > >> An: User questions and discussions about OTRS.org > >> Betreff: Re: AW: AW: [otrs] Where are customer and public FAQ > >> > >> Hello Sean, > >> yes, that was the switch. > >> Noe the FAQs are also shown in customer- and public area. > >> Thanks a lot! > > > > Is the Linking from tickets and FAQ'S working by your system? > > > >> Greetings Markus > >> > >> shawn.beasley(a)dlh.de schrieb: > >>> Hey Markus > >>> > >>>> -----Ursprüngliche Nachricht----- > >>>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >> Im Auftrag > >>>> von EDV Tekomedia > >>>> Gesendet: Freitag, 10. November 2006 13:02 > >>>> An: User questions and discussions about OTRS.org > >>>> Betreff: Re: AW: [otrs] Where are customer and public FAQ > >>>> > >>>> Hello Shawn, > >>>> thanks for your reply. > >>>> I had realized already, that the FAQ is a module now and > >> installed it. > >>>> What I didn't know is that I have to avtivate sth in the > SysConfig. > >>>> I can't find the switch you're talking about. > >>>> In the Ticket-section I can't find the Core::Object entry. > >>>> There are only > >>>> Core::ArticleFreeText > >>> This should be the one. > >>> > >>>>> Core::LinkObject << > >>> This should be the one. > >>> > >>> > >>> The settings that are working for me are: > >>> > >>> LinkObject###Ticket: > >>> > >>> Objects that can be linked. > >>> > >>> Key Content > >>> Name Ticket Object > >>> Type Object > >>> > >>> LinkObjects => > >>> Ticket > >>> FAQ > >>> > >>> > >>> But like I said, and I hate to nag about this problem, the > >> links that are created between the two systems are broken. > >>> However, I think that for the meantime, the system is at > >> least working. > >>>> Core::PostMaster > >>>> Core::Ticket > >>>> Core::TicketFreeText > >>>> Core::TicketFreeTextDefault > >>>> Core::TicketFreeTime > >>>> Core::TicketWatcher > >>>> Where shall this Object entry be? > >>>> Thanks in advance > >>>> > >>>> Markus > >>>> > >>>> shawn.beasley(a)dlh.de schrieb: > >>>>>> -----Ursprüngliche Nachricht----- > >>>>>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >>>> Im Auftrag > >>>>>> von EDV Tekomedia GmbH > >>>>>> Gesendet: Donnerstag, 9. November 2006 09:27 > >>>>>> An: User questions and discussions about OTRS.org > >>>>>> Betreff: AW: [otrs] Where are customer and public FAQ > >>>>>> > >>>>>> Hellp Shawn, > >>>>>> thanks a lot for your offer. > >>>>>> Sorry that my last mail seemed to yell, but it's a little > >>>>>> frustrating, when you told your users all the time, that > >>>>> I am just as frustrated that the linking does not seem to > >>>> be working right now. At least, no one can tell me if > the have a > >>>> working example. > >>>>>> shall take a look at the FAQs, but after an upgrade the > >>>> FAQs are gone. > >>>>>> So, this is already my first question, as mentioned in the > >>>> subject of > >>>>>> the > >>>>>> thread: > >>>>>> Where are customer and public FAQ? > >>>>> This question has been answered. The FAQ is now a module. > >>>> The best > >>>>> that you can do is to backup your FAQ out of the DB, and > >>>> then instsall > >>>>> the module > >>>>> > >>>>> ftp://ftp.otrs.org/pub/otrs/packages/ and then take the newest > >>>>> version of the FAQ 1.0.11 > >>>>> > >>>>> After the upgrade, you may have to reimport your FAQ backup. > >>>>> > >>>>> Then you will have to add the Object in Ticket -> > >>>> Core::Object in your settings section. > >>>>> This will ensure that your users have access, your agents > >>>> have accesss, but the linking (if you have the same > >> problem as I do) > >>>> will be broken. > >>>>> Please let me know if you find out something about the > >> linking. It > >>>>> seems to be an imporperly formed URL. But, I have not > >>>> found the code > >>>>> that will fix this. I will however :) > >>>>> > >>>>>> You can see details of my problem in the attached earlier mail. > >>>>>> Any ideas? > >>>>>> Thanks in advance > >>>>>> > >>>>>> Markus > >>>>>> > >>>>>> -----Ursprüngliche Nachricht----- > >>>>>> Von: otrs-bounces(a)otrs.org > >>>> [mailto:otrs-bounces@otrs.org]Im Auftrag > >>>>>> von shawn.beasley(a)dlh.de > >>>>>> Gesendet: Donnerstag, 9. November 2006 08:28 > >>>>>> An: otrs(a)otrs.org > >>>>>> Betreff: AW: [otrs] Where are customer and public FAQ > >>>>>> > >>>>>> > >>>>>> Hello Markus, > >>>>>> > >>>>>> > >>>>>>> -----Ursprüngliche Nachricht----- > >>>>>>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >>>>>> Im Auftrag > >>>>>>> von EDV Tekomedia > >>>>>>> Gesendet: Mittwoch, 8. November 2006 09:13 > >>>>>>> An: User questions and discussions about OTRS.org > >>>>>>> Betreff: Re: [otrs] Where are customer and public FAQ > >>>>>>> > >>>>>>> Hello once again, > >>>>>>> well, as I 've seen in the forum, there are a lot of > queations > >>>>>>> concerning the new FAQ-Module. > >>>>>>> But are there any answers??? > >>>>>> Yes, there are some answers, what are your questions? > >>>>>> > >>>>>>> Will there be a new release, is any documentation available. > >>>>>> There is not direct any documentation, and I hope that a > >>>> new release > >>>>>> will be coming as well. I have a working model of the > >>>> FAQ, but the > >>>>>> linking between tickets and faqs is not working. > >>>>>> > >>>>>> I hope, if you have questions, I have / and kann / help. > >>>>>> > >>>>>>> Any help would be appreciated > >>>>>>> > >>>>>>> Sincerely > >>>>>>> Markus Nagel > >>>>>>> > >>>>>>> EDV Tekomedia schrieb: > >>>>>>>> Hello, > >>>>>>>> perhaps I just forgot to configure something, but where are > >>>>>>> the public > >>>>>>>> and the customer FAQ-views gone? > >>>>>>>> I updated otrs from 2.0.4 to 2.1.2, installed the > >>>>>>> FAQ-package and can > >>>>>>>> use the FAQ in the agent-view but when I logon in the > >>>>>>> customer view, I > >>>>>>>> can see the icon for the FAQ, but when I click on it, only > >>>>>>> the header > >>>>>>>> and the footer of the customer view appear. > >>>>>>>> When I go to the adress www.my-server.adress/faq.pl or > >>>>>>>> www.my-server.adress/public.pl, also only the header and > >>>>>>> the footer do > >>>>>>>> appear. > >>>>>>>> Have I forgot anything? > >>>>>>>> Thanks in advance > >>>>>>> -- > >>>>>>> EDV Tekomedia > >>>>>>> Markus Nagel > >>>>>>> > >>>>>>> Tekomedia GmbH > >>>>>>> Castroper Str.12 > >>>>>>> D-44791 Bochum > >>>>>>> > >>>>>>> T: +49 (0)234 8939-0 > >>>>>>> F: +49 (0)234 8939-28 > >>>>>>> _______________________________________________ > >>>>>>> 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/ > >>>>>> > >>>>> Best Wishes, > >>>>> > >>>>> Shawn Beasley > >>>>> Support - IT > >>>>> LPID LPI000077664 > >>>>> VERIFICATION NUMBER 3vk4xshbx6 > >>>>> > >>>>> LPIC - 1 > >>>>> > >>>>> Cargo Future Communications GmbH > >>>>> Building 1335 > >>>>> D-55483 Hahn-Airport > >>>>> > >>>>> Tel. +49 6543 983 113 > >>>>> Fax +49 6543 983 119 > >>>>> Mobil: +49 151 12 12 8934 > >>>>> Email: shawn.beasley(a)dlh.de > >>>>> Web: http://www.cfc-callcenter.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/ > >>>> -- > >>>> EDV Tekomedia > >>>> Markus Nagel > >>>> > >>>> Tekomedia GmbH > >>>> Castroper Str.12 > >>>> D-44791 Bochum > >>>> > >>>> T: +49 (0)234 8939-0 > >>>> F: +49 (0)234 8939-28 > >>>> > >>>> ____________ > >>>> Virus checked by G DATA AntiVirusKit > >>>> > >>>> > >>>> _______________________________________________ > >>>> 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/ > >>>> > >>> Shawn > >>> _______________________________________________ > >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ > >>> Archive: http://lists.otrs.org/pipermail/otrs > >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >>> Support orr consulting for your OTRS system? > >>> =http://www.otrs.com/ > >> -- > >> EDV Tekomedia > >> Markus Nagel > >> > >> Tekomedia GmbH > >> Castroper Str.12 > >> D-44791 Bochum > >> > >> T: +49 (0)234 8939-0 > >> F: +49 (0)234 8939-28 > >> _______________________________________________ > >> 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/ > >> > > , Shawn > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support orr consulting for your OTRS system? > > =http://www.otrs.com/ > > -- > EDV Tekomedia > Markus Nagel > > Tekomedia GmbH > Castroper Str.12 > D-44791 Bochum > > T: +49 (0)234 8939-0 > F: +49 (0)234 8939-28 > > > ____________ > Virus checked by G DATA AntiVirusKit > > > _______________________________________________ > 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/ > Thanks for the help and, to all, for the great mailer. Greetings, Shawn

4 3

Not able to compose answer
by Ravi AHUJA 15 Nov '06

15 Nov '06

Hi, While composing answer, I am not able to close the ticket,it is giving me this error message OTRS System <otrs@localhost> * invalid otrs@localhost (Invalid syntax)! Rgds Ravi Ahuja

2 1

Re: [otrs] OTRS, mod_perl2 and Apache2 on CentOS 4.4
by Vittal Aithal 15 Nov '06

15 Nov '06

Jeff - Do you have the line: Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl in your Apache config? This sets up the OTRS paths, and loads all the OTRS related modules. If it is in your Apache config, ensure that / opt/otrs/scripts/apache2-perl-startup.pl contains the lines: use lib "/opt/otrs/"; use lib "/opt/otrs/Kernel/cpan-lib"; hth vittal On 15 Nov 2006, at 05:09, Jeff Engstrom wrote: > > >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >> Behalf Of >> Vittal Aithal >> Sent: Tuesday, November 14, 2006 2:20 AM >> To: User questions and discussions about OTRS.org >> Subject: Re: [otrs] OTRS, mod_perl2 and Apache2 on CentOS 4.4 >> >>> ------------------------------------------------- >>> Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" >>> Alias /otrs/ "/opt/otrs/bin/cgi-bin/" >>> >>> <Location /otrs> >>> SetHandler perl-script >>> PerlHandler Apache::Registry >>> Options ExecCGI >>> PerlSendHeader On >>> PerlSetupEnv On >>> </Location> >>> ------------------------------------------------- >>> >> >> Hi Jeff, >> >> Under mod_perl 2, the PerlHandler line should be replaced with: >> >> PerlResponseHandler ModPerl::Registry >> >> I also use: >> >> PerlOptions +ParseHeaders >> PerlOptions +SetupEnv >> >> rather than PerlSendHeader and PerlSetupEnv >> >> >> hth >> vittal >> _______________________________________________ >> 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/ > > I changed the config to match the above post items but now I get a new > error... > ------------------------------------------------- > Can't locate Kernel/System/Web/InterfaceAgent.pm in @INC (@INC > contains: > /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. > /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) at /opt/otrs/bin/cgi-bin/ > index.pl > line 41.\nBEGIN failed--compilation aborted at > /opt/otrs/bin/cgi-bin/index.pl line 41.\n > ------------------------------------------------- > > The file it is asking for above is in Kernel/System/Web/ in the otrs > directory. Is there a path statement I missed along the way? > > Thanks again, > Jeff > > _______________________________________________ > 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/ -- Vittal Aithal vittal.aithal(a)vidanti.com

2 1

Postmaster filtering
by Jean-Michel Merliot 15 Nov '06

15 Nov '06

Hi guys, I'm using OTRS 2.1, I'm trying to make an incoming mail filter to automatically associate the email with a customer_user record, I've been able to trace the execution of the module I made and it seems to work correctly, setting the "X-OTRS-CustomerNo" header field to the right value. But the flag does not appear in the raw mail display in Otrs, and of course the mail is not associated with the correct record. So here are my questions : - Do the modified fields appear in the raw mail displayed in Otrs ? - The module creating the ticket upon arrival of an email does a lookup into the customer_user table, based on the "From" field, I'm wondering if this is not what erases my own X-OTRS-CustomerNo setting, is my feeling right, or do I miss something else ? Thanks for any idea you may have, best regards Jean-Michel PS : Here is what I added in my Kernel/Config.pm $Self->{'PostMaster::PreFilterModule'}->{'myfilter'} = { Module => 'mytools::Modules::Filter::myfilter', Match => { }, Set => { }, }; I wrote the myfilter module, which updates X-OTRS-CustomerNo according to some data found into the email, that's why there is neither Match nor Set data. ________ Information NOD32 ________ Ce message a ete verifie par NOD32 pour serveur de mail Linux. This message has been checked by NOD32 for Linux mail server. http://www.nod32.lu

1 0

AW: [otrs] POP3: no delete
by shawn.beasley＠dlh.de 15 Nov '06

15 Nov '06

Hey Bastien, > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von EXT / CAP GEMINI LEBLANC Bastien > Gesendet: Mittwoch, 15. November 2006 10:23 > An: User questions and discussions about OTRS.org > Betreff: [otrs] POP3: no delete > > Hi all, > > Can you tell me if it is possible to fetch mails from POP3 to > integrate into OTRS but without deleting it from the server? Try setting up a seperate mail address for otrs, and bouncing a copy to the new addresss. > > In fact I tried to comment the ligne 202 in the PostMasterPOP3.pl > $PopObject->delete($Messageno); But the > ticket are duplicated. Pop is not IMAP unfourtunately, this type of call to the mail server will always create duplicates. > > That would be really usefull to test otrs, while keeping our > current mail system. > > Thank you for your answers. > > Best regards, > > Bastien Leblanc > > Cellule Administration Peoplesoft > > Email: ext.cap-gemini.leblanc(a)sncf.fr > > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > =http://www.otrs.com/ > Greetz, Shawn

1 0

Multiple Error messages
by Danie Theron 15 Nov '06

15 Nov '06

Hi All , I keep on getting these error messages when running the cronjobs for OTRS , is this a database problem or what? DBI::db=HASH(0x9d89cb0)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <PRODUCT> line 4. This is when running crons : $HOME/bin/GenericAgent.pl >> /dev/null $HOME/bin/UnlockTickets.pl --timeout >> /dev/null etc etc

1 0

AW: AW: AW: AW: [otrs] Where are customer and public FAQ
by shawn.beasley＠dlh.de 15 Nov '06

15 Nov '06

Super JOB!!!! I think that we are on the right road. I noticed that the problem with the linking of the FAQ module to the ticket does not work in the same fashion. The linking proceedure does not take any changes made in the $HOME/otrs/Kernel/LinkObject/Ticket.pm > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von EDV Tekomedia > Gesendet: Montag, 13. November 2006 18:00 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: AW: AW: [otrs] Where are customer and public FAQ > > Hello Shawn, > got it now working for linking from Ticket to FAQ. > As already guessed it is a bad formed hardcoded link. > In {otrs-home}/Kernel/System/LinkObject/FAQ.pm you need to change line > 48 from > FrontendDest => "Action=AgentFAQ&FAQID=", to FrontendDest => > "Action=AgentFAQ&ItemID=", > Here is the link that will be built when the call to the FAQ module is made from the TICKET Module. > Concerning linking FAQs with Tickets, I haven't found the > right file yet. In $HOME/otrs/Kernel/LinkObject/Ticket.pm, the following segement should be called by the FAQ module when linking a Ticket. Text => 'T:'.$Ticket{TicketNumber}, Number => $Ticket{TicketNumber}, ID => $Param{ID}, Object => 'Ticket', FrontendDest => "Action=AgentTicketZoom&TicketID=", This does not happen. I can put in "FrontendDest" what I like it only affects the Ticket Link in the Ticket area of OTRS. It must be then a false interpretation of the Ticket Object on the side of FAQ Module. I will definitely be combing the *.pm files, and hope we find a solution for us and the community. > The link seems to be built in AgentFAQ.dtl, but I don't know > how to affect it. > Greetings > > Markus > > > shawn.beasley(a)dlh.de schrieb: > > Markus > > > >> -----Ursprüngliche Nachricht----- > >> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > Im Auftrag > >> von EDV Tekomedia > >> Gesendet: Montag, 13. November 2006 12:25 > >> An: User questions and discussions about OTRS.org > >> Betreff: Re: AW: AW: [otrs] Where are customer and public FAQ > >> > >> Hello Sean, > >> yes, that was the switch. > >> Noe the FAQs are also shown in customer- and public area. > >> Thanks a lot! > > > > Is the Linking from tickets and FAQ'S working by your system? > > > >> Greetings Markus > >> > >> shawn.beasley(a)dlh.de schrieb: > >>> Hey Markus > >>> > >>>> -----Ursprüngliche Nachricht----- > >>>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >> Im Auftrag > >>>> von EDV Tekomedia > >>>> Gesendet: Freitag, 10. November 2006 13:02 > >>>> An: User questions and discussions about OTRS.org > >>>> Betreff: Re: AW: [otrs] Where are customer and public FAQ > >>>> > >>>> Hello Shawn, > >>>> thanks for your reply. > >>>> I had realized already, that the FAQ is a module now and > >> installed it. > >>>> What I didn't know is that I have to avtivate sth in the > SysConfig. > >>>> I can't find the switch you're talking about. > >>>> In the Ticket-section I can't find the Core::Object entry. > >>>> There are only > >>>> Core::ArticleFreeText > >>> This should be the one. > >>> > >>>>> Core::LinkObject << > >>> This should be the one. > >>> > >>> > >>> The settings that are working for me are: > >>> > >>> LinkObject###Ticket: > >>> > >>> Objects that can be linked. > >>> > >>> Key Content > >>> Name Ticket Object > >>> Type Object > >>> > >>> LinkObjects => > >>> Ticket > >>> FAQ > >>> > >>> > >>> But like I said, and I hate to nag about this problem, the > >> links that are created between the two systems are broken. > >>> However, I think that for the meantime, the system is at > >> least working. > >>>> Core::PostMaster > >>>> Core::Ticket > >>>> Core::TicketFreeText > >>>> Core::TicketFreeTextDefault > >>>> Core::TicketFreeTime > >>>> Core::TicketWatcher > >>>> Where shall this Object entry be? > >>>> Thanks in advance > >>>> > >>>> Markus > >>>> > >>>> shawn.beasley(a)dlh.de schrieb: > >>>>>> -----Ursprüngliche Nachricht----- > >>>>>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >>>> Im Auftrag > >>>>>> von EDV Tekomedia GmbH > >>>>>> Gesendet: Donnerstag, 9. November 2006 09:27 > >>>>>> An: User questions and discussions about OTRS.org > >>>>>> Betreff: AW: [otrs] Where are customer and public FAQ > >>>>>> > >>>>>> Hellp Shawn, > >>>>>> thanks a lot for your offer. > >>>>>> Sorry that my last mail seemed to yell, but it's a little > >>>>>> frustrating, when you told your users all the time, that > >>>>> I am just as frustrated that the linking does not seem to > >>>> be working right now. At least, no one can tell me if > the have a > >>>> working example. > >>>>>> shall take a look at the FAQs, but after an upgrade the > >>>> FAQs are gone. > >>>>>> So, this is already my first question, as mentioned in the > >>>> subject of > >>>>>> the > >>>>>> thread: > >>>>>> Where are customer and public FAQ? > >>>>> This question has been answered. The FAQ is now a module. > >>>> The best > >>>>> that you can do is to backup your FAQ out of the DB, and > >>>> then instsall > >>>>> the module > >>>>> > >>>>> ftp://ftp.otrs.org/pub/otrs/packages/ and then take the newest > >>>>> version of the FAQ 1.0.11 > >>>>> > >>>>> After the upgrade, you may have to reimport your FAQ backup. > >>>>> > >>>>> Then you will have to add the Object in Ticket -> > >>>> Core::Object in your settings section. > >>>>> This will ensure that your users have access, your agents > >>>> have accesss, but the linking (if you have the same > >> problem as I do) > >>>> will be broken. > >>>>> Please let me know if you find out something about the > >> linking. It > >>>>> seems to be an imporperly formed URL. But, I have not > >>>> found the code > >>>>> that will fix this. I will however :) > >>>>> > >>>>>> You can see details of my problem in the attached earlier mail. > >>>>>> Any ideas? > >>>>>> Thanks in advance > >>>>>> > >>>>>> Markus > >>>>>> > >>>>>> -----Ursprüngliche Nachricht----- > >>>>>> Von: otrs-bounces(a)otrs.org > >>>> [mailto:otrs-bounces@otrs.org]Im Auftrag > >>>>>> von shawn.beasley(a)dlh.de > >>>>>> Gesendet: Donnerstag, 9. November 2006 08:28 > >>>>>> An: otrs(a)otrs.org > >>>>>> Betreff: AW: [otrs] Where are customer and public FAQ > >>>>>> > >>>>>> > >>>>>> Hello Markus, > >>>>>> > >>>>>> > >>>>>>> -----Ursprüngliche Nachricht----- > >>>>>>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >>>>>> Im Auftrag > >>>>>>> von EDV Tekomedia > >>>>>>> Gesendet: Mittwoch, 8. November 2006 09:13 > >>>>>>> An: User questions and discussions about OTRS.org > >>>>>>> Betreff: Re: [otrs] Where are customer and public FAQ > >>>>>>> > >>>>>>> Hello once again, > >>>>>>> well, as I 've seen in the forum, there are a lot of > queations > >>>>>>> concerning the new FAQ-Module. > >>>>>>> But are there any answers??? > >>>>>> Yes, there are some answers, what are your questions? > >>>>>> > >>>>>>> Will there be a new release, is any documentation available. > >>>>>> There is not direct any documentation, and I hope that a > >>>> new release > >>>>>> will be coming as well. I have a working model of the > >>>> FAQ, but the > >>>>>> linking between tickets and faqs is not working. > >>>>>> > >>>>>> I hope, if you have questions, I have / and kann / help. > >>>>>> > >>>>>>> Any help would be appreciated > >>>>>>> > >>>>>>> Sincerely > >>>>>>> Markus Nagel > >>>>>>> > >>>>>>> EDV Tekomedia schrieb: > >>>>>>>> Hello, > >>>>>>>> perhaps I just forgot to configure something, but where are > >>>>>>> the public > >>>>>>>> and the customer FAQ-views gone? > >>>>>>>> I updated otrs from 2.0.4 to 2.1.2, installed the > >>>>>>> FAQ-package and can > >>>>>>>> use the FAQ in the agent-view but when I logon in the > >>>>>>> customer view, I > >>>>>>>> can see the icon for the FAQ, but when I click on it, only > >>>>>>> the header > >>>>>>>> and the footer of the customer view appear. > >>>>>>>> When I go to the adress www.my-server.adress/faq.pl or > >>>>>>>> www.my-server.adress/public.pl, also only the header and > >>>>>>> the footer do > >>>>>>>> appear. > >>>>>>>> Have I forgot anything? > >>>>>>>> Thanks in advance > >>>>>>> -- > >>>>>>> EDV Tekomedia > >>>>>>> Markus Nagel > >>>>>>> > >>>>>>> Tekomedia GmbH > >>>>>>> Castroper Str.12 > >>>>>>> D-44791 Bochum > >>>>>>> > >>>>>>> T: +49 (0)234 8939-0 > >>>>>>> F: +49 (0)234 8939-28 > >>>>>>> _______________________________________________ > >>>>>>> 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/ > >>>>>> > >>>>> Best Wishes, > >>>>> > >>>>> Shawn Beasley > >>>>> Support - IT > >>>>> LPID LPI000077664 > >>>>> VERIFICATION NUMBER 3vk4xshbx6 > >>>>> > >>>>> LPIC - 1 > >>>>> > >>>>> Cargo Future Communications GmbH > >>>>> Building 1335 > >>>>> D-55483 Hahn-Airport > >>>>> > >>>>> Tel. +49 6543 983 113 > >>>>> Fax +49 6543 983 119 > >>>>> Mobil: +49 151 12 12 8934 > >>>>> Email: shawn.beasley(a)dlh.de > >>>>> Web: http://www.cfc-callcenter.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/ > >>>> -- > >>>> EDV Tekomedia > >>>> Markus Nagel > >>>> > >>>> Tekomedia GmbH > >>>> Castroper Str.12 > >>>> D-44791 Bochum > >>>> > >>>> T: +49 (0)234 8939-0 > >>>> F: +49 (0)234 8939-28 > >>>> > >>>> ____________ > >>>> Virus checked by G DATA AntiVirusKit > >>>> > >>>> > >>>> _______________________________________________ > >>>> 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/ > >>>> > >>> Shawn > >>> _______________________________________________ > >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ > >>> Archive: http://lists.otrs.org/pipermail/otrs > >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >>> Support orr consulting for your OTRS system? > >>> =http://www.otrs.com/ > >> -- > >> EDV Tekomedia > >> Markus Nagel > >> > >> Tekomedia GmbH > >> Castroper Str.12 > >> D-44791 Bochum > >> > >> T: +49 (0)234 8939-0 > >> F: +49 (0)234 8939-28 > >> _______________________________________________ > >> 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/ > >> > > , Shawn > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support orr consulting for your OTRS system? > > =http://www.otrs.com/ > > -- > EDV Tekomedia > Markus Nagel > > Tekomedia GmbH > Castroper Str.12 > D-44791 Bochum > > T: +49 (0)234 8939-0 > F: +49 (0)234 8939-28 > > > ____________ > Virus checked by G DATA AntiVirusKit > > > _______________________________________________ > 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/ > Shawn

1 0

FW: Not able to login in Argus 3.4
by Ravi AHUJA 15 Nov '06

15 Nov '06

-----Original Message----- From: ravi ahuja [mailto:ravi.ahuja@st.com] Sent: Wednesday, November 15, 2006 11:41 AM To: 'arguslist(a)tcp4me.com' Subject: Not able to login in Argus 3.4 Hi, I am not able to login, after giving login name & password, it tries for some time & after that it again come back to login page. Any help on this ?? It doesn't report any error message also Thanks Ravi Ahuja

1 0

Re: [otrs] OTRS, mod_perl2 and Apache2 on CentOS 4.4
by Vittal Aithal 15 Nov '06

15 Nov '06

> ------------------------------------------------- > Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" > Alias /otrs/ "/opt/otrs/bin/cgi-bin/" > > <Location /otrs> > SetHandler perl-script > PerlHandler Apache::Registry > Options ExecCGI > PerlSendHeader On > PerlSetupEnv On > </Location> > ------------------------------------------------- > Hi Jeff, Under mod_perl 2, the PerlHandler line should be replaced with: PerlResponseHandler ModPerl::Registry I also use: PerlOptions +ParseHeaders PerlOptions +SetupEnv rather than PerlSendHeader and PerlSetupEnv hth vittal

2 1

How to set status to open?
by Jelle S. 15 Nov '06

15 Nov '06

2 1

Re: [otrs] OTRS, mod_perl2 and Apache2 on CentOS 4.4
by Vittal Aithal 14 Nov '06

14 Nov '06

> Has anyone else run into trouble getting OTRS to run correctly on > CentOS 4.x? The application runs extremely slow with mod_perl but > setting mod_perl up breaks the whole site. Every error is related > to not finding a module even though it should be in the path. I > followed the instruction to the letter yet after starting over from > scratch 5 times it would a huge help to get some pointers. > > Hi Jeff Ensure that you have a recent version (> 3.12) of the CGI perl module installed. You can see what the current installed version is by running this at the command line: perl -e 'use CGI;print $CGI::VERSION' To install the latest CGI from CPAN, by using this command: perl -MCPAN -e shell and issuing an 'install CGI' command hth vittal -- Vittal Aithal vittal.aithal(a)vidanti.com

3 3

AW: AW: AW: [otrs] Where are customer and public FAQ
by shawn.beasley＠dlh.de 13 Nov '06

13 Nov '06

Markus > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von EDV Tekomedia > Gesendet: Montag, 13. November 2006 12:25 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: AW: [otrs] Where are customer and public FAQ > > Hello Sean, > yes, that was the switch. > Noe the FAQs are also shown in customer- and public area. > Thanks a lot! Is the Linking from tickets and FAQ'S working by your system? > > Greetings Markus > > shawn.beasley(a)dlh.de schrieb: > > Hey Markus > > > >> -----Ursprüngliche Nachricht----- > >> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > Im Auftrag > >> von EDV Tekomedia > >> Gesendet: Freitag, 10. November 2006 13:02 > >> An: User questions and discussions about OTRS.org > >> Betreff: Re: AW: [otrs] Where are customer and public FAQ > >> > >> Hello Shawn, > >> thanks for your reply. > >> I had realized already, that the FAQ is a module now and > installed it. > >> What I didn't know is that I have to avtivate sth in the SysConfig. > >> I can't find the switch you're talking about. > >> In the Ticket-section I can't find the Core::Object entry. > >> There are only > >> Core::ArticleFreeText > > > > This should be the one. > > > >>> Core::LinkObject << > > > > This should be the one. > > > > > > The settings that are working for me are: > > > > LinkObject###Ticket: > > > > Objects that can be linked. > > > > Key Content > > Name Ticket Object > > Type Object > > > > LinkObjects => > > Ticket > > FAQ > > > > > > But like I said, and I hate to nag about this problem, the > links that are created between the two systems are broken. > > > > However, I think that for the meantime, the system is at > least working. > > > >> Core::PostMaster > >> Core::Ticket > >> Core::TicketFreeText > >> Core::TicketFreeTextDefault > >> Core::TicketFreeTime > >> Core::TicketWatcher > >> Where shall this Object entry be? > >> Thanks in advance > >> > >> Markus > >> > >> shawn.beasley(a)dlh.de schrieb: > >>>> -----Ursprüngliche Nachricht----- > >>>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >> Im Auftrag > >>>> von EDV Tekomedia GmbH > >>>> Gesendet: Donnerstag, 9. November 2006 09:27 > >>>> An: User questions and discussions about OTRS.org > >>>> Betreff: AW: [otrs] Where are customer and public FAQ > >>>> > >>>> Hellp Shawn, > >>>> thanks a lot for your offer. > >>>> Sorry that my last mail seemed to yell, but it's a little > >>>> frustrating, when you told your users all the time, that > >>> I am just as frustrated that the linking does not seem to > >> be working right now. At least, no one can tell me if the have a > >> working example. > >>>> shall take a look at the FAQs, but after an upgrade the > >> FAQs are gone. > >>>> So, this is already my first question, as mentioned in the > >> subject of > >>>> the > >>>> thread: > >>>> Where are customer and public FAQ? > >>> This question has been answered. The FAQ is now a module. > >> The best > >>> that you can do is to backup your FAQ out of the DB, and > >> then instsall > >>> the module > >>> > >>> ftp://ftp.otrs.org/pub/otrs/packages/ and then take the newest > >>> version of the FAQ 1.0.11 > >>> > >>> After the upgrade, you may have to reimport your FAQ backup. > >>> > >>> Then you will have to add the Object in Ticket -> > >> Core::Object in your settings section. > >>> This will ensure that your users have access, your agents > >> have accesss, but the linking (if you have the same > problem as I do) > >> will be broken. > >>> Please let me know if you find out something about the > linking. It > >>> seems to be an imporperly formed URL. But, I have not > >> found the code > >>> that will fix this. I will however :) > >>> > >>>> You can see details of my problem in the attached earlier mail. > >>>> Any ideas? > >>>> Thanks in advance > >>>> > >>>> Markus > >>>> > >>>> -----Ursprüngliche Nachricht----- > >>>> Von: otrs-bounces(a)otrs.org > >> [mailto:otrs-bounces@otrs.org]Im Auftrag > >>>> von shawn.beasley(a)dlh.de > >>>> Gesendet: Donnerstag, 9. November 2006 08:28 > >>>> An: otrs(a)otrs.org > >>>> Betreff: AW: [otrs] Where are customer and public FAQ > >>>> > >>>> > >>>> Hello Markus, > >>>> > >>>> > >>>>> -----Ursprüngliche Nachricht----- > >>>>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >>>> Im Auftrag > >>>>> von EDV Tekomedia > >>>>> Gesendet: Mittwoch, 8. November 2006 09:13 > >>>>> An: User questions and discussions about OTRS.org > >>>>> Betreff: Re: [otrs] Where are customer and public FAQ > >>>>> > >>>>> Hello once again, > >>>>> well, as I 've seen in the forum, there are a lot of queations > >>>>> concerning the new FAQ-Module. > >>>>> But are there any answers??? > >>>> Yes, there are some answers, what are your questions? > >>>> > >>>>> Will there be a new release, is any documentation available. > >>>> There is not direct any documentation, and I hope that a > >> new release > >>>> will be coming as well. I have a working model of the > >> FAQ, but the > >>>> linking between tickets and faqs is not working. > >>>> > >>>> I hope, if you have questions, I have / and kann / help. > >>>> > >>>>> Any help would be appreciated > >>>>> > >>>>> Sincerely > >>>>> Markus Nagel > >>>>> > >>>>> EDV Tekomedia schrieb: > >>>>>> Hello, > >>>>>> perhaps I just forgot to configure something, but where are > >>>>> the public > >>>>>> and the customer FAQ-views gone? > >>>>>> I updated otrs from 2.0.4 to 2.1.2, installed the > >>>>> FAQ-package and can > >>>>>> use the FAQ in the agent-view but when I logon in the > >>>>> customer view, I > >>>>>> can see the icon for the FAQ, but when I click on it, only > >>>>> the header > >>>>>> and the footer of the customer view appear. > >>>>>> When I go to the adress www.my-server.adress/faq.pl or > >>>>>> www.my-server.adress/public.pl, also only the header and > >>>>> the footer do > >>>>>> appear. > >>>>>> Have I forgot anything? > >>>>>> Thanks in advance > >>>>> -- > >>>>> EDV Tekomedia > >>>>> Markus Nagel > >>>>> > >>>>> Tekomedia GmbH > >>>>> Castroper Str.12 > >>>>> D-44791 Bochum > >>>>> > >>>>> T: +49 (0)234 8939-0 > >>>>> F: +49 (0)234 8939-28 > >>>>> _______________________________________________ > >>>>> 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/ > >>>> > >>> Best Wishes, > >>> > >>> Shawn Beasley > >>> Support - IT > >>> LPID LPI000077664 > >>> VERIFICATION NUMBER 3vk4xshbx6 > >>> > >>> LPIC - 1 > >>> > >>> Cargo Future Communications GmbH > >>> Building 1335 > >>> D-55483 Hahn-Airport > >>> > >>> Tel. +49 6543 983 113 > >>> Fax +49 6543 983 119 > >>> Mobil: +49 151 12 12 8934 > >>> Email: shawn.beasley(a)dlh.de > >>> Web: http://www.cfc-callcenter.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/ > >> -- > >> EDV Tekomedia > >> Markus Nagel > >> > >> Tekomedia GmbH > >> Castroper Str.12 > >> D-44791 Bochum > >> > >> T: +49 (0)234 8939-0 > >> F: +49 (0)234 8939-28 > >> > >> ____________ > >> Virus checked by G DATA AntiVirusKit > >> > >> > >> _______________________________________________ > >> 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/ > >> > > Shawn > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support orr consulting for your OTRS system? > > =http://www.otrs.com/ > > -- > EDV Tekomedia > Markus Nagel > > Tekomedia GmbH > Castroper Str.12 > D-44791 Bochum > > T: +49 (0)234 8939-0 > F: +49 (0)234 8939-28 > _______________________________________________ > 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/ > , Shawn

2 2

Re: RE: [otrs] Sending mail issue on Win32
by Luca Martella 13 Nov '06

13 Nov '06

13-11-2006 Thanks a lot for your help! Now it works great! Luca Martella Unilab S.r.l. Development Team luca.martella(a)unilabsrl.it ======= At 11-11-2006, 16.30.35 you wrote: ======= >Luca, > >In your default.pm you will find: > > # --------------------------------------------------- # > # SendmailModule > # --------------------------------------------------- # > # (Where is sendmail located and some options. > # See 'man sendmail' for details. Or use the SMTP backend.) ># $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; ># $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -i -f '; > > $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; > $Self->{'SendmailModule::Host'} = 'xxx.xxx.xxx.xxx'; > $Self->{'SendmailModule::Port'} = '25'; ># $Self->{'SendmailModule::AuthUser'} = ''; ># $Self->{'SendmailModule::AuthPassword'} = ''; > > >Change the xxx.xxx.xxx.xxx to your SMTP relay. > >Jase Critchley >Technical Director >SwitchSupport >Tel: 0845 094 0810 >Mob: 0789 444 2068 >w: http://www.switchsupport.co.uk >e: jase.critchley(a)switchsupport.co.uk > > > > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >Luca Martella >Sent: 11 November 2006 10:10 >To: otrs >Subject: [otrs] Sending mail issue on Win32 > > >11-11-2006 > >Hello all! I'm a newbie of the OTRS and I found that it is really >great!! I've only a little issue, easy for you I guess: I've installed >the Win32 version of the OTRS on a Windows 2000 Server, it works greatly >but it doesn't send emails. I guess I have to configure Apache or Perl >to send emails through an SMTP relay... How can I do this? > >Thanks and >Best regards. > Luca Martella > Unilab S.R.L Development Group > luca.martella(a)unilabsrl.it > > > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support orr consulting for your OTRS system? >=> http://www.otrs.com/ >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support orr consulting for your OTRS system? >=> http://www.otrs.com/

1 0

AW: AW: [otrs] Where are customer and public FAQ
by shawn.beasley＠dlh.de 13 Nov '06

13 Nov '06

Hey Markus > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von EDV Tekomedia > Gesendet: Freitag, 10. November 2006 13:02 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: [otrs] Where are customer and public FAQ > > Hello Shawn, > thanks for your reply. > I had realized already, that the FAQ is a module now and installed it. > What I didn't know is that I have to avtivate sth in the SysConfig. > I can't find the switch you're talking about. > In the Ticket-section I can't find the Core::Object entry. > There are only > Core::ArticleFreeText This should be the one. >> Core::LinkObject << This should be the one. The settings that are working for me are: LinkObject###Ticket: Objects that can be linked. Key Content Name Ticket Object Type Object LinkObjects => Ticket FAQ But like I said, and I hate to nag about this problem, the links that are created between the two systems are broken. However, I think that for the meantime, the system is at least working. > Core::PostMaster > Core::Ticket > Core::TicketFreeText > Core::TicketFreeTextDefault > Core::TicketFreeTime > Core::TicketWatcher > Where shall this Object entry be? > Thanks in advance > > Markus > > shawn.beasley(a)dlh.de schrieb: > >> -----Ursprüngliche Nachricht----- > >> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > Im Auftrag > >> von EDV Tekomedia GmbH > >> Gesendet: Donnerstag, 9. November 2006 09:27 > >> An: User questions and discussions about OTRS.org > >> Betreff: AW: [otrs] Where are customer and public FAQ > >> > >> Hellp Shawn, > >> thanks a lot for your offer. > >> Sorry that my last mail seemed to yell, but it's a little > >> frustrating, when you told your users all the time, that > > > > I am just as frustrated that the linking does not seem to > be working right now. At least, no one can tell me if the > have a working example. > > > >> shall take a look at the FAQs, but after an upgrade the > FAQs are gone. > >> So, this is already my first question, as mentioned in the > subject of > >> the > >> thread: > >> Where are customer and public FAQ? > > > > This question has been answered. The FAQ is now a module. > The best > > that you can do is to backup your FAQ out of the DB, and > then instsall > > the module > > > > ftp://ftp.otrs.org/pub/otrs/packages/ and then take the newest > > version of the FAQ 1.0.11 > > > > After the upgrade, you may have to reimport your FAQ backup. > > > > Then you will have to add the Object in Ticket -> > Core::Object in your settings section. > > > > This will ensure that your users have access, your agents > have accesss, but the linking (if you have the same problem > as I do) will be broken. > > > > Please let me know if you find out something about the linking. It > > seems to be an imporperly formed URL. But, I have not > found the code > > that will fix this. I will however :) > > > >> You can see details of my problem in the attached earlier mail. > >> Any ideas? > >> Thanks in advance > >> > >> Markus > >> > >> -----Ursprüngliche Nachricht----- > >> Von: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]Im Auftrag > >> von shawn.beasley(a)dlh.de > >> Gesendet: Donnerstag, 9. November 2006 08:28 > >> An: otrs(a)otrs.org > >> Betreff: AW: [otrs] Where are customer and public FAQ > >> > >> > >> Hello Markus, > >> > >> > >>> -----Ursprüngliche Nachricht----- > >>> Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >> Im Auftrag > >>> von EDV Tekomedia > >>> Gesendet: Mittwoch, 8. November 2006 09:13 > >>> An: User questions and discussions about OTRS.org > >>> Betreff: Re: [otrs] Where are customer and public FAQ > >>> > >>> Hello once again, > >>> well, as I 've seen in the forum, there are a lot of queations > >>> concerning the new FAQ-Module. > >>> But are there any answers??? > >> Yes, there are some answers, what are your questions? > >> > >>> Will there be a new release, is any documentation available. > >> There is not direct any documentation, and I hope that a > new release > >> will be coming as well. I have a working model of the > FAQ, but the > >> linking between tickets and faqs is not working. > >> > >> I hope, if you have questions, I have / and kann / help. > >> > >>> Any help would be appreciated > >>> > >>> Sincerely > >>> Markus Nagel > >>> > >>> EDV Tekomedia schrieb: > >>>> Hello, > >>>> perhaps I just forgot to configure something, but where are > >>> the public > >>>> and the customer FAQ-views gone? > >>>> I updated otrs from 2.0.4 to 2.1.2, installed the > >>> FAQ-package and can > >>>> use the FAQ in the agent-view but when I logon in the > >>> customer view, I > >>>> can see the icon for the FAQ, but when I click on it, only > >>> the header > >>>> and the footer of the customer view appear. > >>>> When I go to the adress www.my-server.adress/faq.pl or > >>>> www.my-server.adress/public.pl, also only the header and > >>> the footer do > >>>> appear. > >>>> Have I forgot anything? > >>>> Thanks in advance > >>> -- > >>> EDV Tekomedia > >>> Markus Nagel > >>> > >>> Tekomedia GmbH > >>> Castroper Str.12 > >>> D-44791 Bochum > >>> > >>> T: +49 (0)234 8939-0 > >>> F: +49 (0)234 8939-28 > >>> _______________________________________________ > >>> 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/ > >> > > > > Best Wishes, > > > > Shawn Beasley > > Support - IT > > LPID LPI000077664 > > VERIFICATION NUMBER 3vk4xshbx6 > > > > LPIC - 1 > > > > Cargo Future Communications GmbH > > Building 1335 > > D-55483 Hahn-Airport > > > > Tel. +49 6543 983 113 > > Fax +49 6543 983 119 > > Mobil: +49 151 12 12 8934 > > Email: shawn.beasley(a)dlh.de > > Web: http://www.cfc-callcenter.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/ > > -- > EDV Tekomedia > Markus Nagel > > Tekomedia GmbH > Castroper Str.12 > D-44791 Bochum > > T: +49 (0)234 8939-0 > F: +49 (0)234 8939-28 > > ____________ > Virus checked by G DATA AntiVirusKit > > > _______________________________________________ > 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/ > Shawn

2 1

AutoReply message - Roman Vermizov is out of the office.
by Roman Vermizov 13 Nov '06

13 Nov '06

I will be out of the office starting 13.11.2006 and will not return until 27.11.2006. I will respond to your message as soon as possible when I return. Please, contact me only in emergency cases. On all questions, please, immediatelly contact my colleagues Dorovska Olga and Tsymbal Nikolay.

1 0

OTRS 2.1 - removing system message from raw queue - genericagent
by dont-spam-me 12 Nov '06

12 Nov '06

Hi, I had an issue where otrs 2.0 (now 2.1) was unable to connect to it's configured mail server. This caused otrs to generate an email every 10 or 20 minutes for about 2 weeks, but these actually all got sent to the Raw Queue all one second apart. So I have 1935 tickets in the raw queue {near identical to}: ----From: Mail Delivery Subsystem <MAILER-DAEMON(a)dynamic7.rutledge.com.au> To: <otrs(a)dynamic7.rutledge.com.au> Subject: Warning: could not send message for past 4 hours ********************************************** ** THIS IS A WARNING MESSAGE ONLY ** ** YOU DO NOT NEED TO RESEND YOUR MESSAGE ** ********************************************** The original message was received at Fri, 15 Sep 2006 18:45:02 +1000 from localhost.localdomain [127.0.0.1] ----- Transcript of session follows ----- <root(a)dynamic7.rutledge.com.au>... Deferred: Connection refused by dynamic7.rutledge.com.au. Warning: message still undelivered after 4 hours Will keep trying until message is 5 days old ----- 1. I started trying to bulk delete {close} these items. But the interface is clumsy and slow in this regard because: a. each time you click the bulk check box a dialog box is displayed: {you checked a ticket for bulk action - OK} that you need to click, before going to the next item. b. you can maximally show only about 25 tickets per page. Perhaps it could be enhanced so that the agent/admin doesn't get the dialog box every time {maybe keeping the first}, and also by allowing the user to display all tickets in one long page, and having a single check item: select all for bulk action. 2. With help from the otrs mail list, I found genericAgent. It would seem that I could create such a GE task that erases {permanently} every item in the Raw Queue {ie the 2000 tickets mentioned above}. The manual at http://doc.otrs.org/2.1/en/html/x1095.html doesn't really show how to use it. What makes most sense is to: GenericAgent|Add|Name=test3|Add - Queue=Raw - Delete|Delete Tickets=Yes| - Save Then in the list for the newly created test3 genericagent, I click the x in the run-now column. The page is reloaded and the test3 Last Run is updated to the current time - it looks like it could have worked. There is no reduction in the number of Raw Queue items that I wanted deleted. What am I doing wrong ? 3. Once created, clicking the task name doesn't allow me to edit the task. 4. Once an GE task is created it does not seem possible to delete it using the delete item in the GE task list. [Any of these issues could be to do with the rpm packaging for Fedora Core, but this seems to work OK for the most part.] Thanks in advance for any tips or solutions. DaveT.

2 2

OTRS, mod_perl2 and Apache2 on CentOS 4.4
by Jeff Engstrom 12 Nov '06

12 Nov '06

Hello, Has anyone else run into trouble getting OTRS to run correctly on CentOS 4.x? The application runs extremely slow with mod_perl but setting mod_perl up breaks the whole site. Every error is related to not finding a module even though it should be in the path. I followed the instruction to the letter yet after starting over from scratch 5 times it would a huge help to get some pointers. Thanks!

1 0

RE: [otrs] Sending mail issue on Win32
by Jase Critchley 11 Nov '06

11 Nov '06

Luca, In your default.pm you will find: # --------------------------------------------------- # # SendmailModule # --------------------------------------------------- # # (Where is sendmail located and some options. # See 'man sendmail' for details. Or use the SMTP backend.) # $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; # $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -i -f '; $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'xxx.xxx.xxx.xxx'; $Self->{'SendmailModule::Port'} = '25'; # $Self->{'SendmailModule::AuthUser'} = ''; # $Self->{'SendmailModule::AuthPassword'} = ''; Change the xxx.xxx.xxx.xxx to your SMTP relay. Jase Critchley Technical Director SwitchSupport Tel: 0845 094 0810 Mob: 0789 444 2068 w: http://www.switchsupport.co.uk e: jase.critchley(a)switchsupport.co.uk -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Martella Sent: 11 November 2006 10:10 To: otrs Subject: [otrs] Sending mail issue on Win32 11-11-2006 Hello all! I'm a newbie of the OTRS and I found that it is really great!! I've only a little issue, easy for you I guess: I've installed the Win32 version of the OTRS on a Windows 2000 Server, it works greatly but it doesn't send emails. I guess I have to configure Apache or Perl to send emails through an SMTP relay... How can I do this? Thanks and Best regards. Luca Martella Unilab S.R.L Development Group luca.martella(a)unilabsrl.it _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

1 0

Sending mail issue on Win32
by Luca Martella 11 Nov '06

11 Nov '06

11-11-2006 Hello all! I'm a newbie of the OTRS and I found that it is really great!! I've only a little issue, easy for you I guess: I've installed the Win32 version of the OTRS on a Windows 2000 Server, it works greatly but it doesn't send emails. I guess I have to configure Apache or Perl to send emails through an SMTP relay... How can I do this? Thanks and Best regards. Luca Martella Unilab S.R.L Development Group luca.martella(a)unilabsrl.it

1 0

Ticket Number in Page Title in Ticket Zoom ?
by Wes Plate 10 Nov '06

10 Nov '06

Is it possible to show in the browser title the ticket number when zoomed on a ticket? That would be very helpful. How to do it? OTRS 1.3. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

AW: [otrs] Where are customer and public FAQ
by shawn.beasley＠dlh.de 10 Nov '06

10 Nov '06

> -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von EDV Tekomedia GmbH > Gesendet: Donnerstag, 9. November 2006 09:27 > An: User questions and discussions about OTRS.org > Betreff: AW: [otrs] Where are customer and public FAQ > > Hellp Shawn, > thanks a lot for your offer. > Sorry that my last mail seemed to yell, but it's a little > frustrating, when you told your users all the time, that I am just as frustrated that the linking does not seem to be working right now. At least, no one can tell me if the have a working example. > shall take a look at the FAQs, but after an upgrade the FAQs are gone. > So, this is already my first question, as mentioned in the > subject of the > thread: > Where are customer and public FAQ? This question has been answered. The FAQ is now a module. The best that you can do is to backup your FAQ out of the DB, and then instsall the module ftp://ftp.otrs.org/pub/otrs/packages/ and then take the newest version of the FAQ 1.0.11 After the upgrade, you may have to reimport your FAQ backup. Then you will have to add the Object in Ticket -> Core::Object in your settings section. This will ensure that your users have access, your agents have accesss, but the linking (if you have the same problem as I do) will be broken. Please let me know if you find out something about the linking. It seems to be an imporperly formed URL. But, I have not found the code that will fix this. I will however :) > You can see details of my problem in the attached earlier mail. > Any ideas? > Thanks in advance > > Markus > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im > Auftrag von shawn.beasley(a)dlh.de > Gesendet: Donnerstag, 9. November 2006 08:28 > An: otrs(a)otrs.org > Betreff: AW: [otrs] Where are customer and public FAQ > > > Hello Markus, > > > > -----Ursprüngliche Nachricht----- > > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > Im Auftrag > > von EDV Tekomedia > > Gesendet: Mittwoch, 8. November 2006 09:13 > > An: User questions and discussions about OTRS.org > > Betreff: Re: [otrs] Where are customer and public FAQ > > > > Hello once again, > > well, as I 've seen in the forum, there are a lot of queations > > concerning the new FAQ-Module. > > But are there any answers??? > > Yes, there are some answers, what are your questions? > > > Will there be a new release, is any documentation available. > > There is not direct any documentation, and I hope that a new > release will be coming as well. I have a working model of > the FAQ, but the linking between tickets and faqs is not working. > > I hope, if you have questions, I have / and kann / help. > > > Any help would be appreciated > > > > Sincerely > > Markus Nagel > > > > EDV Tekomedia schrieb: > > > Hello, > > > perhaps I just forgot to configure something, but where are > > the public > > > and the customer FAQ-views gone? > > > I updated otrs from 2.0.4 to 2.1.2, installed the > > FAQ-package and can > > > use the FAQ in the agent-view but when I logon in the > > customer view, I > > > can see the icon for the FAQ, but when I click on it, only > > the header > > > and the footer of the customer view appear. > > > When I go to the adress www.my-server.adress/faq.pl or > > > www.my-server.adress/public.pl, also only the header and > > the footer do > > > appear. > > > Have I forgot anything? > > > Thanks in advance > > > > -- > > EDV Tekomedia > > Markus Nagel > > > > Tekomedia GmbH > > Castroper Str.12 > > D-44791 Bochum > > > > T: +49 (0)234 8939-0 > > F: +49 (0)234 8939-28 > > _______________________________________________ > > 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/ > Best Wishes, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 Cargo Future Communications GmbH Building 1335 D-55483 Hahn-Airport Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.com

2 1

Free Fields
by Calderwood Brigitte 10 Nov '06

10 Nov '06

Hello, Does anyone know how to add more free fields to OTRS and actually see them? We currently have software type, device type, ci affected and service type. When we add a 5th field, we do not see it when we go to free fields in the ticket. If anyone knows how to remedy this...it would be greatly appreciated. -- Brigitte Calderwood LESD Technology Department calderwood(a)lesd.k12.az.us

2 1

createing links
by Petar Kazakov 09 Nov '06

09 Nov '06

Hi, I have hard time with creating links. I want to create a link to url or file, and till now . no luck. Can I create a link to some url or something else then another ticket? And if I can, can you tell me how ? Peter

2 3

otrs - Tie calender to tickets
by Nathan Bates 09 Nov '06

09 Nov '06

Ive been looking for a way, and can't seem to find one. Is there a way to tie calender items to created tickets? Or too create a calender item from the ticket? We are trying to use this to schedule install/service calls based off of the created tickets. Any info would be great... Thanks, Nathan

1 0

RE: [otrs] Customer email gets inserted into CC
by Lars Monsees 09 Nov '06

09 Nov '06

>> What option do I have to use to prevent this? > > Perhaps Ticket::Frontend::ComposeReplaceSenderAddress ? This just refers to the To: address but not the CC: But that way, I found it in Kernel\Modules\AgentTicketCompose.pm. There is no option to disable this feature =( Anyway, I can just edit the code. Thanks for your help, Alexander. Lars

1 0

AW: [otrs] Where are customer and public FAQ
by shawn.beasley＠dlh.de 09 Nov '06

09 Nov '06

Hello Markus, > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von EDV Tekomedia > Gesendet: Mittwoch, 8. November 2006 09:13 > An: User questions and discussions about OTRS.org > Betreff: Re: [otrs] Where are customer and public FAQ > > Hello once again, > well, as I 've seen in the forum, there are a lot of > queations concerning the new FAQ-Module. > But are there any answers??? Yes, there are some answers, what are your questions? > Will there be a new release, is any documentation available. There is not direct any documentation, and I hope that a new release will be coming as well. I have a working model of the FAQ, but the linking between tickets and faqs is not working. I hope, if you have questions, I have / and kann / help. > Any help would be appreciated > > Sincerely > Markus Nagel > > EDV Tekomedia schrieb: > > Hello, > > perhaps I just forgot to configure something, but where are > the public > > and the customer FAQ-views gone? > > I updated otrs from 2.0.4 to 2.1.2, installed the > FAQ-package and can > > use the FAQ in the agent-view but when I logon in the > customer view, I > > can see the icon for the FAQ, but when I click on it, only > the header > > and the footer of the customer view appear. > > When I go to the adress www.my-server.adress/faq.pl or > > www.my-server.adress/public.pl, also only the header and > the footer do > > appear. > > Have I forgot anything? > > Thanks in advance > > -- > EDV Tekomedia > Markus Nagel > > Tekomedia GmbH > Castroper Str.12 > D-44791 Bochum > > T: +49 (0)234 8939-0 > F: +49 (0)234 8939-28 > _______________________________________________ > 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

Customer email gets inserted into CC
by Lars Monsees 09 Nov '06

09 Nov '06

Hello, when a customer sent a mail from a different address and an agent replies via email, the original customer email address from the db gets inserted into CC. I couldn´t find an option to control this in Appendix B (searched for cc and email). I also searched within SysConfig frontend but this gives me too many result and opening only one needs about 30 seconds =( What option do I have to use to prevent this? Thx, Lars

2 1

/vat/tmp files locked so can't be opened by PGP
by John Gurhy 08 Nov '06

08 Nov '06

HI, I am running version 2.0.3 on Windows 2003 and I am trying to get PGP working. PGP can't open a clear signed message, even if I try and manually verify the file from the CMD line. It looks like the tmp file is being kept locked open as I get the following error message: "gpg: can't open `C:\OTRS\otrs\var\tmp\pautHul8AF.tmp' gpg: verify signatures fail" However if I copy the tmp file to another dir I can verify it via the CMD line. Any idea where I am going wrong? Thanks in advance John John at gurhy.co.uk This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender.

3 2

help
by Shunfeng ZHANG 08 Nov '06

08 Nov '06

Hello, I am crasy now? Do you know why I get this permission deny? The following works but: cat *** . PostMaster.pl This is the Postfix program at host quirinnet.bank.local. I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below. For further assistance, please send mail to <postmaster> If you do so, please include this problem report. You can delete your own text from the attached returned message. The Postfix program <otrs(a)localhost.bank.local> (expanded from <otrs@localhost>): cannot append message to destination file /srv/www/htdocs/otrs/bin/PostMaster.pl: cannot open file: Permission denied ****************************** Shunfeng Zhang zhangede(a)yahoo.com 03022689271 ****************************** ____________________________________________________________________________________ Sponsored Link Mortgage rates near 39yr lows. $420k for $1,399/mo. Calculate new payment! http://www.LowerMyBills.com/lre

1 0

RE: [otrs] problem PGP
by Nathan Campbell 08 Nov '06

08 Nov '06

The second field is looking for the location of the PGP installation on your server. When you install the GNUPG application (you'll need to download and install it. Just google that term) you can define where the application is installed. That is all it is asking for. On our Windows installation, I installed GNUPG to the root, so I have a folder named C:\gnupg on my server. For my PGP:BIN text box, the value is /gnupg/gpg.exe It will be different on Linux installs, but basically, you are just defining the path to the application. You can leave the options area alone if you like. Those are just parameters for the GNUPG application. Check out the man files for more information regarding them. Hope that helps! Nathan Campbell Systems Administrator Dallas Symphony Association n.campbell(a)dalsym.com 214-871-4026 http://www.dallassymphony.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of henche muliawan Sent: Wednesday, November 08, 2006 4:35 AM To: User questions and discussions about OTRS.org Subject: [otrs] problem PGP hello all, i,ve got a problem with PGP, it says "File not found". and i want to ask u how i can find the file u'll see error information in my attachment, pls.. give ur experience about PGP. anyway, are there another mailing lists for OTRS? thx, ur information will be help me. - HM - ________________________________________________________________________ ____________ Sponsored Link Mortgage rates near historic lows: $150,000 loan as low as $579/mo. Intro-*Terms https://www2.nextag.com/ ________________________________________________________________________ ____________ Do you Yahoo!? Everyone is raving about the all-new Yahoo! Mail. http://new.mail.yahoo.com

1 0

RE: [otrs] Changed configuration names in otrs 2 [was: Diverse Fragen zu geänderter Konfiguration in OTRS 2]
by Lars Monsees 08 Nov '06

08 Nov '06

> Hmm, this is strange... As I first wrote that mail, the customer was > able to set the state of a newly created ticket (not wanted). Now, it > is not possible anymore although I cannot remember to have changed > something... > > Whatever. The old config option from 1.2.3 was > $Self->{'CustomerPanelNextComposeState'} = 0; > > I couldn´t find this in Appendix B and want to update it to the new > format. Could you help me with the following options? > > - CustomerPanelNextComposeState > - CustomerPanelOwnSelection > - PostMasterPOP3MaxEmailSize (I searched for postmaster, pop3 and > email but could not find any option this could have been renamed to) > - CustomerUser I just found that PostMasterPOP3MaxEmailSize is configurable via web interface. I normally don´t use this as it is very slow but was having a look at it for another question. I´ll search for the other ones later. Shouldn´t PostMasterPOP3MaxEmailSize be documented in that Appendix???

1 0

RE: [otrs] Changed configuration names in otrs 2 [was: Diverse Fragen zu geänderter Konfiguration in OTRS 2]
by Lars Monsees 08 Nov '06

08 Nov '06

>>>> The most important one: We have changed several options and as the >>>> names for it have been changed our config file needs updating so >>>> that these work again. I couldn´t find information for that. Where >>>> can I get a list of options that have been renamed? >>> >>> I think such a list isn't available. >> >> =( >> I´ve posted a bug request. Think this should really be documented as >> some settings now just don´t work anymore. > > All config options are documented in Appendix B, so just look through > them to see what you need to change to get the behavior you want. > Most people here are running OTRS 2 I believe, so if you can't find > some things I think we might be able to help you. > > Nils Breunese. Hmm, this is strange... As I first wrote that mail, the customer was able to set the state of a newly created ticket (not wanted). Now, it is not possible anymore although I cannot remember to have changed something... Whatever. The old config option from 1.2.3 was $Self->{'CustomerPanelNextComposeState'} = 0; I couldn´t find this in Appendix B and want to update it to the new format. Could you help me with the following options? - CustomerPanelNextComposeState - CustomerPanelOwnSelection - PostMasterPOP3MaxEmailSize (I searched for postmaster, pop3 and email but could not find any option this could have been renamed to) - CustomerUser Lars

1 0

note-external in otrs 1.3 ?
by Maxim Vexler 08 Nov '06

08 Nov '06

Hi, I'm using otrs 1.3 on debian sarge. I'm looking for a way to create more transparent ticket handling between the clients and the agents. Now, in the "note" screen the only option I have for Note type: is note-internal. How can I add the option of "note-external" to the selection list ? Thank you, Maxim. -- Cheers, Maxim Vexler "Free as in Freedom" - Do u GNU ?

3 4

Where are customer and public FAQ
by EDV Tekomedia 08 Nov '06

08 Nov '06

Hello, perhaps I just forgot to configure something, but where are the public and the customer FAQ-views gone? I updated otrs from 2.0.4 to 2.1.2, installed the FAQ-package and can use the FAQ in the agent-view but when I logon in the customer view, I can see the icon for the FAQ, but when I click on it, only the header and the footer of the customer view appear. When I go to the adress www.my-server.adress/faq.pl or www.my-server.adress/public.pl, also only the header and the footer do appear. Have I forgot anything? Thanks in advance -- EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 ____________ Virus checked by G DATA AntiVirusKit

1 1

No new ticket notification
by Kayra Otaner 07 Nov '06

07 Nov '06

Hello, I'm trying to solve a new ticket notification issue for a while. Here is my setup and description of the problem: - Config.pm has these lines : $Self->{CustomerGroupSupport} = 1; $Self->{CustomerGroupAlwaysGroups} = ['users', 'info', 'customersupport']; When using agent Interface (/otrs/index.pl): - Tickets created by agents in any queue sends new ticket notifications to all agents who are in the same group with the queue and opts in to receive emails. When using customer Interface (/otrs/customer.pl): - Tickets created by agents and customers sends new ticket notifications if queue is owned by 'users', 'info' or 'customersupport' groups. - Tickets created by agents and customers doesn't send new ticket notification for any other queue. When I disable 'CustomerGroupSupport' feauture in Config.pm by specifying: $Self->{CustomerGroupSupport} = 0; then all queues from all groups show up in the pulldown menu at the customer interface and new ticket notifications are sent. I tried this on fresh otrs installations of 2.0.4 and 2.1.2 (source installations) without any customization and issue exists on both. I've searched mailing list archives for last 11 months (starting from January 2006) and noticed that several people reported same issue but no solution posted to the list (as far as I can see) Any help will be greatly appreciated. Thanks Kayra Otaner

1 0

Send a daily email of open tickets to admin?
by Bo Wells 07 Nov '06

07 Nov '06

Our manager wants a daily email of all open tickets. I'm not sure this is possible, but does anyone know of a way to get the OTRS server to send a daily email of non-closed tickets?

4 3

RE: [otrs] Email too big
by Peter van Beugen 07 Nov '06

07 Nov '06

sounds like a problem with the default binary size in mysql check te setting 'max_allowed_packet' in my.cnf -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Richard Hinkamp - BeSite Verzonden: dinsdag 7 november 2006 9:26 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Email too big In Config.pm put: $Self->{'PostMasterPOP3MaxEmailSize'} = 1024 * 6; You can set this to other values. I had some serious problems with big emails and reported a bug (http://bugs.otrs.org/show_bug.cgi?id=1077) and it has been partially fixed and I reopened and they closed it saying it wasn't a bug. So please TEST before setting the value to something big! Richard Graham Leggett wrote: > Hi all, > > I am suddenly getting errors as follows: > > Email to big (6744 KB - max 6144 KB)! > > I can't find where this figure "6144KB" is configured, it's not > configurable in the POP config. > > Does anyone know where I can change this figure? > > I am using OTRS v2.0. > > Regards, > Graham _______________________________________________ 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 2

RE: Send a daily email of open tickets to admin?
by Phil Morris 07 Nov '06

07 Nov '06

Hi, We quickly realised the limitations of the stats part of OTRS, and because we are a BI (reporting, OLAP etc.) house we simply connected to the database over ODBC to MySQL, and now we can use all of the reporting and distribution facilities of our toolsets. (I won't bore you with the details - just go to www.it-performs.com to read about the stuff we play with) This lets us produce virtually any report, and explore our tickets at will. A good one the other day was trying to journal activity on a particular date - very difficult in OTRS, very easy in the database ;) I would recommend you have a look what you have lying around on your shelves in terms of reporting and BI software (Crystal for example) and give it a go! If you want any help let me know. Cheers, Phil Morris

1 0

Email too big
by Graham Leggett 07 Nov '06

07 Nov '06

Hi all, I am suddenly getting errors as follows: Email to big (6744 KB - max 6144 KB)! I can't find where this figure "6144KB" is configured, it's not configurable in the POP config. Does anyone know where I can change this figure? I am using OTRS v2.0. Regards, Graham --

2 1

Can OTRS be used for non-ticket# E-mail via POP3?
by s taylor 07 Nov '06

07 Nov '06

Hello. Can OTRS be used for sending/receiving non-ticket# (personal) E-mail via POP3 AND automatically send to a specific queue that is only accessible by that person? If so, how can I set it up differently from the other ticket#-assigned E-mail? I would like to have 1 E-mail system vs. 2: 1 for ticket#-generation and another for personal (e.g. using a PC-based E-mail software program). Thanks in advance.

1 0

can't receive messages
by henche muliawan 06 Nov '06

06 Nov '06

i need ur help, i have problem, why i'cant receive mail from admin? in my account, only show "my queues" and another queues didn't show in my account. and i have problem with reply message from user, ex: i'm login to admin account, and i can receive message from user, i want to reply it, but in this menu "To : Re: xxxx" is wrong address, this address show my admin address just like send to my self... pls give me solution to fix my problem ASAP... thx. - Henche Muliawan - ____________________________________________________________________________________ Cheap Talk? Check out Yahoo! Messenger's low PC-to-Phone call rates (http://voice.yahoo.com)

2 6

AW: [otrs] OTRS 2.1 and the FAQ
by shawn.beasley＠dlh.de 06 Nov '06

06 Nov '06

Sorry, Here is the bug link. http://bugs.otrs.org/show_bug.cgi?id=1457 Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von Matthias Wegner > Gesendet: Montag, 6. November 2006 08:58 > An: User questions and discussions about OTRS.org > Betreff: Re: [otrs] OTRS 2.1 and the FAQ > > Hi James, > > FAQ is now a sperate Module. > > Use the Administation/Package manager to install it. > To Access the FAW you need rw or ro rigths in the FAQ group. > > Greetings > MW > > > James Mohr wrote: > > Hi All! > > > > According to the OTRS homepage, it has a "FAQ-/Knowledge > Database for > > Selfservice and Problem Management". However, I find no way of > > activating or accessing this. Any help would be appreaciated. > > > > Regads, > > > > Jim Mohr > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > => http://www.otrs.com/ >

1 0

AW: [otrs] OTRS 2.1 and the FAQ
by shawn.beasley＠dlh.de 06 Nov '06

06 Nov '06

Hi all, > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von Matthias Wegner > Gesendet: Montag, 6. November 2006 08:58 > An: User questions and discussions about OTRS.org > Betreff: Re: [otrs] OTRS 2.1 and the FAQ > > Hi James, > > FAQ is now a sperate Module. Is this Module working properly for anyone. I still have problmes with the linking. I have opened a bug, and I hope that if you all have the same problems that we can help push to find a solution. I depend heavily on the FAQ system. > > Use the Administation/Package manager to install it. > To Access the FAW you need rw or ro rigths in the FAQ group. > > Greetings > MW > > > James Mohr wrote: > > Hi All! > > > > According to the OTRS homepage, it has a "FAQ-/Knowledge > Database for > > Selfservice and Problem Management". However, I find no way of > > activating or accessing this. Any help would be appreaciated. > > > > Regads, > > > > Jim Mohr > > > > _______________________________________________ > 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/ > Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH

1 0

RE: [otrs] FW: [otrs-de] Diverse Fragen zu geänderter Konfiguration in OTRS 2
by Lars Monsees 06 Nov '06

06 Nov '06

>> The most important one: We have changed several options and as the >> names for it have been changed our config file needs updating so >> that these work again. I couldn´t find information for that. Where >> can I get a list of options that have been renamed? > > I think such a list isn't available. =( I´ve posted a bug request. Think this should really be documented as some settings now just don´t work anymore. >> Where does otrs save the options that have been changed via web >> interface? I couldn´t find it neither in the config.pm nor in the >> DB. > See http://doc.otrs.org/2.1/de/html/c1162.html thx. must have missed that. Lars

2 1

OTRS 2.1 and the FAQ
by James Mohr 06 Nov '06

06 Nov '06

Hi All! According to the OTRS homepage, it has a "FAQ-/Knowledge Database for Selfservice and Problem Management". However, I find no way of activating or accessing this. Any help would be appreaciated. Regads, Jim Mohr -- --------------------------------------- "Be more concerned with your character than with your reputation. Your character is what you really are while your reputation is merely what others think you are." -- John Wooden --------------------------------------- Be sure to visit the Linux Tutorial: http://www.linux-tutorial.info --------------------------------------- NOTE: All messages sent to me in response to my posts to newsgroups, forums or mailing-lists are subject to reposting.

2 1

Pending Auto Close question
by Mark D. Wallace 06 Nov '06

06 Nov '06

I could not find a description of how the "pending auto close- " and "pending auto close +" features work in OTRS. I have set a few test tickets to close at specified times and they do not autoclose using either of the selections above. There is however a "Pending till: -6 minutes" time in the ticket info box under zoom. It states the pending time left before the ticket is scheduled to be closed, and when that time passes, the ticket does not close, and the "Pending till: " goes to negative time. Can anyone explain if this is how this feature is supposed to work, or is OTRS not closing tickets as it should? Thanks, Mark

2 1

FW: [otrs-de] Diverse Fragen zu geänderter Konfiguration in OTRS 2
by Lars Monsees 06 Nov '06

06 Nov '06

Hello, I already asked this at the German mailing list some days ago but haven´t got an answer, yet. I recently updated our otrs installation from 1.2 to 2.1 and now have some questions/problems regarding the configuration. The most important one: We have changed several options and as the names for it have been changed our config file needs updating so that these work again. I couldn´t find information for that. Where can I get a list of options that have been renamed? Where does otrs save the options that have been changed via web interface? I couldn´t find it neither in the config.pm nor in the DB. Lars

2 1

Ubuntu server 6.10 and OTRS - what am I missing?
by Matthew Gates 06 Nov '06

06 Nov '06

G'Day! I've recently decided that relying on a public folder to co-ordinate a helpedsk is stupid, and I'd like to move over to OTRS under Ubuntu to replace it. I've installed Ubuntu 6.10, and found that it has an otrs2 package. So, I did the usual apt-get install otrs2 thing. I even installed otrs2-doc-en. Where do I go from there to get it to work? Or is there a newb-friendly howto for installtion under a vanilla ubuntu install? Thanks in advance, Matthew Gates.

1 0

RE: [otrs] OTRS 2.1 and the FAQ
by Peter van Beugen 05 Nov '06

05 Nov '06

>From 2.1 it is a separate package: Use the "Package Manager" in the Admin area to install -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens James Mohr Verzonden: zondag 5 november 2006 11:34 Aan: User questions and discussions about OTRS.org Onderwerp: [otrs] OTRS 2.1 and the FAQ Hi All! According to the OTRS homepage, it has a "FAQ-/Knowledge Database for Selfservice and Problem Management". However, I find no way of activating or accessing this. Any help would be appreaciated. Regads, Jim Mohr -- --------------------------------------- "Be more concerned with your character than with your reputation. Your character is what you really are while your reputation is merely what others think you are." -- John Wooden --------------------------------------- Be sure to visit the Linux Tutorial: http://www.linux-tutorial.info --------------------------------------- NOTE: All messages sent to me in response to my posts to newsgroups, forums or mailing-lists are subject to reposting. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

1 0

GnuPGP on Windows OTRS Installations?
by Nathan Campbell 03 Nov '06

03 Nov '06

I have been unable to find anything regarding getting PGP working on a Windows OTRS installation. I have downloaded and installed the Windows version of gnuPgP but am kind of lost from there. The documentation (OTRS) appears to be Linux specific. I'll keep slogging through. Thanks, 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/>

1 0

Fw: [otrs] Notify new owner of ticket?
by Terry Dobbs 03 Nov '06

03 Nov '06

To elaborate more... The options in Preference I see are: Move notification, ticket lock timeout notification, follow up notification, new ticket notification. I want an agent to be notified when I assign them as the owner of a ticket. I have found OTRS to be very intuitive and have tweaked Sysconfig to make it robust as I want, however I cant seem to figure out this very simple problem.. ----- Original Message ----- From: "Terry Dobbs" <terry.dobbs(a)rogers.com> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: Thursday, November 02, 2006 11:08 AM Subject: Re: [otrs] Notify new owner of ticket? >I have read it many times, I can access that screen and change how the >notification looks, but how do I actually assign that notification to be >used? > > > ----- Original Message ----- > From: "Nils Breunese (Lemonbit)" <nils(a)lemonbit.nl> > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Sent: Thursday, November 02, 2006 9:00 AM > Subject: Re: [otrs] Notify new owner of ticket? > > >> Terry Dobbs wrote: >> >>> I know there is a way to notify the new owner of a ticket, but I cant >>> find it anywhere. Under "Admin" if I click "Notifications" I can see >>> the en:Agent:OwnerUpdate notification. However, I cannot figure out how >>> to assign this to a user/queue? >>> >>> Anyone have any idea? >> >> Check out the first sentence of the Notifications chapter (http:// >> doc.otrs.org/2.1/en/html/x962.html) :o) >> >> Nils Breunese. >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support orr consulting for your OTRS system? >> => http://www.otrs.com/ >> >> >> -- >> No virus found in this incoming message. >> Checked by AVG Free Edition. >> Version: 7.1.409 / Virus Database: 268.13.21/511 - Release Date: >> 11/1/2006 >> >> > > > > -- > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.1.409 / Virus Database: 268.13.23/513 - Release Date: 11/2/2006 > > _______________________________________________ > 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/ > > > -- > No virus found in this incoming message. > Checked by AVG Free Edition. > Version: 7.1.409 / Virus Database: 268.13.23/513 - Release Date: 11/2/2006 > -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.409 / Virus Database: 268.13.23/513 - Release Date: 11/2/2006

4 5

problem to connect to a ms-sql customer-db
by Paul Puschmann 03 Nov '06

03 Nov '06

Hi, i'm using otrs 2.1.2 on a debian system (via .atr.gz not .deb) and like to set our MSSQL Server 2000 as the data source for our customer-db. Can anyone provide a working connect-string for the connection to the ms-sql? I have set up an odbc-dsn with freetds and iodbc and this one works (on the console). DSN => 'DBI:odbc:my_dsn', or: DSN => 'DBI:mysql:database=mydatabase;host=ip_of_my_sql_server', User => 'otrs', Password => 'mypassword', Table => 'mssqlcustomer', [Tue Oct 31 12:07:16 2006] [error] [client meineIP] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Oct 31 12:07:16 2006 [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Message: Unknown database type! Set option Database::Type in Kernel/Config.pm to +(mysql|postgresql|maxdb|oracle|db2|mssql). [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Traceback (32037): [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Module: Kernel::System::DB::new (v1.53) Line: 145 [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Module: Kernel::System::CustomerUser::DB::new (v1.40) Line: 56 [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Module: Kernel::System::CustomerUser::new (v1.28) Line: 80 [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Module: Kernel::System::Ticket::new (v1.226) Line: 116 [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 184 [Tue Oct 31 12:07:16 2006] [error] [client meineIP] Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 [Tue Oct 31 12:07:16 2006] index.pl: Can't connect to database! at ../..//Kernel/System/CustomerUser/DB.pm line 56. Kind regards, Paul -- : Please answer below the quote, use a realname and : use plain-text (no HTML). : Thank you.

1 0

RE: [otrs] Changed configuration names in otrs 2 [was: Diverse Fragen zu geänderter Konfiguration in OTRS 2]
by Lars Monsees 03 Nov '06

03 Nov '06

>> Where does otrs save the options that have been changed via web >> interface? I couldn´t find it neither in the config.pm nor in the >> DB. >> >> > Look at > > $HOME/Kernel/Config/Files/ZZZ*.pm > > :-) > MW thx! what are these entries in ZZZAuto.pm??? delete $Self->{'Package::RepositoryList'}; $Self->{'1'} = 1; Am I right in thinking that this file is auto-generated when I want to see the list of changed options via webinterface and has no effect on my configuration?

1 0

Changed configuration names in otrs 2 [was: Diverse Fragen zu geänderter Konfiguration in OTRS 2]
by Lars Monsees 03 Nov '06

03 Nov '06

Sorry, I forgot to change the original German subject. > Hello, > > I already asked this at the German mailing list some days ago but > haven´t got an answer, yet. > I recently updated our otrs installation from 1.2 to 2.1 and now have > some questions/problems regarding the configuration. > > The most important one: We have changed several options and as the > names for it have been changed our config file needs updating so that > these work again. I couldn´t find information for that. Where can I > get a list of options that have been renamed? > > Where does otrs save the options that have been changed via web > interface? I couldn´t find it neither in the config.pm nor in the DB. > > > Lars > _______________________________________________ > 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

Enable ticket generated time in search option
by BipinDas 03 Nov '06

03 Nov '06

Hi Is there any option to add ticket generated time in the search option. I would like to get the generated time instead of total age of the ticket in the ticket -- Greetings... ___________________________ Bipin Das Spectrum Softtech Solutions, 0484-4082000

1 0

Unable to Change Ticket State when adding Notes
by Alo Anesi 02 Nov '06

02 Nov '06

Sorry, resubmitting because I didn't change the subject when replying. I have searched SysConfig, and I can't seem to find the place to Agents to set the next ticket state when adding a note. There's a checkmark on Ticket::Frontend::AgentTicketNote###StateType in Ticket -> Frontend::Agent::Ticket::ViewNote, but I don't see the option when I add a note. The only fields are Subject, Options, Text, Attachment, Note type and Time units. I've checked the .dtl files and they have the block for it. - Alo ------------------------------------------------------- Aloiamoa Anesi, Jr. Network Operations Engineer Blue Sky Communications 478 Laufou Shopping Ctr Pago Pago, American Samoa 96799 -- Ph: +1.684.699.2759 ext 1098 Cell: +1.684.258.1098 VoIP Business Hours: 1098(a)voip.bluesky.as VoIP After Hours: 2098(a)voip.bluesky.as

1 0

RE: [otrs] Add a field to Customers
by Jase Critchley 02 Nov '06

02 Nov '06

View the OTRS doc at http://doc.otrs.org/2.1/en/html/ and read through section 9.4.3. It shows you how to: * Add fields into the customer_user table * Include additional field in Customer Self Registration * Include additional field in the default.pm file. It's pretty simple, however there is a field already called CustomerID. If you have multiple users with the same CustomerID then they can see each others tickets. i.e. User 1 and User 2 with the CustomerID of 'TestCompany'. Test 1 can see Test 2 tickets and vice versa. Good Luck, Jase Critchley Technical Director SwitchSupport Tel: 0845 094 0810 Mob: 0789 444 2068 w: http://www.switchsupport.co.uk e: jase.critchley(a)switchsupport.co.uk -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alo Anesi Sent: 02 November 2006 19:54 To: User questions and discussions about OTRS.org Subject: [otrs] Add a field to Customers I would like to add a field to the Customer user for the Company they are associated with. Is there a way to do this? Thanks, Alo ------------------------------------------------------- Aloiamoa Anesi, Jr. Network Operations Engineer Blue Sky Communications 478 Laufou Shopping Ctr Pago Pago, American Samoa 96799 -- Ph: +1.684.699.2759 ext 1098 Cell: +1.684.258.1098 VoIP Business Hours: 1098(a)voip.bluesky.as VoIP After Hours: 2098(a)voip.bluesky.as _______________________________________________ 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

Customer Time zone - Customer LDAP source
by Frank Wakelin 02 Nov '06

02 Nov '06

My apologies if this questions has been answered before, I'm new to the list. We're using the time zone function with OTRS and it is working well with regards to the agents. There is a problem however with the users (customers). Is there any way to set the time zone of a customer when using an LDAP backed? I would like to read the "city" of the customer and set the time zone based on it. If that's not possible is there a way to set at least a single time zone for the customer.pl pages? ________________________________ <http://www.cbvcollections.com/cbvImages/ecardlogo.jpg> Frank Wakelin Manager, Network/Telephony Services 100 - 814 Richards St. Vancouver, BC V6B 3A7 Telephone: (604) 661-7906 Mobile: (778) 229-9461 Fax: (604) 661-7996 fwakelin(a)cbvcollections.com Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipients (otrs(a)otrs.org) are confidential, and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy, copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender (Frank Wakelin) immediately by return e-mail, and delete this message and any attachments from your system. Thank you. Information Confidentielle: Le present message, ainsi que tout fichier qui y est joint, est envoye a l'intention exclusive de son ou de ses destinataires (otrs(a)otrs.org) il est de nature confidentielle et peut constituer une information privilegiee. Nous avertissons toute personne autre que le destinataire prevu que tout examen, reacheminement, impression, copie, distribution ou autre utilisation de ce message et de tout fichier qui y est joint est strictement interdit. Si vous n'etes pas le destinataire prevu, veuillez en aviser immediatement l'expediteur (Frank Wakelin) par retour de courriel et supprimer ce message et tout document joint de votre systeme. Merci

1 0

Change number of lines sent in notifications
by Wes Plate 02 Nov '06

02 Nov '06

In OTRS 1.3.x how do I change the number of lines of a customer response sent in the agent notification. Right now it seems to 16 lines (or near that), but we'd like it to be a very large number so we always see the entire message. Where does this get set? I didn't see it in Config.pm -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

2 2

Notify new owner of ticket?
by Terry Dobbs 02 Nov '06

02 Nov '06

I know there is a way to notify the new owner of a ticket, but I cant find it anywhere. Under "Admin" if I click "Notifications" I can see the en:Agent:OwnerUpdate notification. However, I cannot figure out how to assign this to a user/queue? Anyone have any idea? -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.409 / Virus Database: 268.13.21/511 - Release Date: 11/1/2006

3 4

RE: [otrs] Notify new owner of ticket?
by Mamakwa M. Sefiri 02 Nov '06

02 Nov '06

I once had the same problem, Queue Management and make customer State Notify to be YES -----Original Message----- From: Nils Breunese (Lemonbit) [mailto:nils@lemonbit.nl] Sent: 02 November 2006 04:00 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Notify new owner of ticket? Terry Dobbs wrote: > I know there is a way to notify the new owner of a ticket, but I > cant find it anywhere. Under "Admin" if I click "Notifications" I > can see the en:Agent:OwnerUpdate notification. However, I cannot > figure out how to assign this to a user/queue? > > Anyone have any idea? Check out the first sentence of the Notifications chapter (http:// doc.otrs.org/2.1/en/html/x962.html) :o) Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

2 1

riminders
by Mamakwa M. Sefiri 02 Nov '06

02 Nov '06

Good day Is it possible to have reminders on the calendar? I book equipment using the OTRS calendar, so need to get reminders on the bookings. Thanks Mamakwa

1 0

Installation on Windows when Apache is already installed
by Gary Feldman 02 Nov '06

02 Nov '06

I've searched the archives, and discovered that this question has been asked before but never answered: How does one install OTRS if Apache (and other prerequisites) are already installed? There's one note that's a couple of years old that claims it's not a problem, but when I run the 2.1.1 Windows installer, I get "Found the installed service Apache2. Installation aborted. Please remove the services Apache, MySQL, Perl, and Cron before continuing." Obviously, removing such services is unacceptable, since the reason they're there is that other systems on the server rely on them. Do the OTRS developers consider this a bug in the installer? My opinion is yes; an installation kit could choose to require them as prerequisites, but it should never prohibit existing installations, and nor should it try to install them itself without going through the native installers for the various products. Thanks, Gary

2 1

AW: [otrs] Installation on Windows when Apache is already installed
by shawn.beasley＠dlh.de 01 Nov '06

01 Nov '06

> -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von Gary Feldman > Gesendet: Dienstag, 31. Oktober 2006 21:05 > An: OTRS Users > Betreff: [otrs] Installation on Windows when Apache is > already installed > > I've searched the archives, and discovered that this question > has been asked before but never answered: How does one > install OTRS if Apache (and other prerequisites) are already > installed? > > There's one note that's a couple of years old that claims > it's not a problem, but when I run the 2.1.1 Windows installer, I get > > "Found the installed service Apache2. Installation > aborted. Please remove the services > Apache, MySQL, Perl, and Cron before continuing." > > Obviously, removing such services is unacceptable, since the > reason they're there is that other systems on the server rely on them. Get linux, get a new server, get VMTN http://www.vmware.com/vmtn/appliances/directory/591. Just a suggestion. :) > > Do the OTRS developers consider this a bug in the installer? > My opinion is yes; an installation kit could choose to > require them as prerequisites, but it should never prohibit > existing installations, and nor should it try to install them > itself without going through the native installers for the > various products. > > Thanks, > > Gary > > _______________________________________________ > 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/ >

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AW: AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!!
by shawn.beasley＠dlh.de 01 Nov '06

01 Nov '06

Hey, > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von s taylor > Gesendet: Mittwoch, 1. November 2006 01:08 > An: otrs(a)otrs.org > Betreff: RE: AW: [otrs] FAQ-Database not > working!!!!DEVELOPERS HELP!!!! > > Hello. > > I get the error message, also, when I click 'FAQ' when > replying to a ticket: > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > > Error: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! > > ERROR: OTRS-CGI-15 Perl: 5.8.8 OS: freebsd Time: Wed Nov 1 > 00:03:50 2006 > > Message: Module Kernel::Modules::FAQ not registered in > Kernel/Config.pm! > > Traceback (71518): > Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 550 > Module: index.pl (v1.81) Line: 47 > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > > Can you post the instructions/screenshot so I can get it > working, too, please? Do screenshot work in the mailing list? > > > Thanks in advance. > > > _______________________________________________ > 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/ >

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AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!!
by shawn.beasley＠dlh.de 01 Nov '06

01 Nov '06

Hi Kai, Kai scrieb: >Hi Shawn! > >Sorry - i didn't got anything ... or it is moved to spam? Please resend >directly to my email ko(a)osthoff.net ! > >Thanks! Check you mail. :) Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Kai Osthoff Gesendet: Dienstag, 31. Oktober 2006 14:22 An: User questions and discussions about OTRS.org Betreff: AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!! Hi Shawn! Sorry - i didn't got anything ... or it is moved to spam? Please resend directly to my email ko(a)osthoff.net ! Thanks! _______________________________________________ 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/

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RE: [otrs] Why- Customer Next State: 'closed successful'NOT 'open'?(v.2.1.2)
by Alan McKeown 31 Oct '06

31 Oct '06

Hi, in answer to this look at the following from the documentation A ticket is finished if an answer is send back to the customer or if the ticket is closed by the system. If a customer sends an answer for a already closed ticket, the ticket will be reopened and the new information will be added. Regards Alan Mckeown JoraPh Consulting Ltd Unit 3, Springfield Industrial Estate, Newport, Shropshire, TF10 7NB Mobile: +44 (0)7841 996 331 Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: 27 October 2006 06:00 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Why- Customer Next State: 'closed successful'NOT 'open'?(v.2.1.2) s taylor schrieb: > *** What I now haven't been able to figure out is, 'WHY' in the > customer's interface, since the ticket has been 'closed successful', why > the followup form is available, allowing the customer to 'reopen' the > ticket. I don't want the customer to have this ability. Do you know > where I can prevent the customer from reopening a 'closed' ticket, but > still giving them the ability to 'close' their own tickets? It seems I > used to be able to do this, but not sure what I've inadvertently changed > in the config. That's a hard question! I think you have to test with the options within Frontend::Customer::Ticket::ViewZoom and queue-specific follow-up-setup. Perhaps, you also have to view the source-code. > Thanks again and thanks in advance. Bye, Alex _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #2), and is believed to be clean. -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

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AgentTicketPhoneNew
by shawn.beasley＠dlh.de 31 Oct '06

31 Oct '06

Good morning, Does anyone know how to get multiple rows here in this settting? Ticket::Frontend::AgentTicketPhone###Body: I would like to have a scripted text, when agents open a new phone ticket that looks like. The entry field for the body content is only one line and therefore it is, for me, impossible to input this text in block format as I would like to see it (look below) Room number : Workstation Number : U-Number (Employee): Callback Number : Exact problem description: When I put the text in the AgentTicketPhone.dtl it works, but when refreshing the screen by selecting queue, customer, etc.. the text multipilies and at the end of the ticket I have a long list of text that looks like this: Room number : Workstation Number : U-Number (Employee): Callback Number : Exact problem description: Room number : Workstation Number : U-Number (Employee): Callback Number : Exact problem description: Room number : Workstation Number : U-Number (Employee): Callback Number : Exact problem description: Room number : Workstation Number : U-Number (Employee): Callback Number : Exact problem description: Thanks for the support. Best Wishes, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 <http://www.lpi.org/de/verify.html?lpi_id=LPI000077664&ver_code=3vk4xshb x6> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

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AW: [otrs] Changing navigation menu in OTRS 2.1.2
by shawn.beasley＠dlh.de 31 Oct '06

31 Oct '06

Alo, In the System config Config Options: Ticket -> Frontend::Agent::ModuleRegistration Frontend::Module###AgentTicketEmail: can either be delete or a group assigned that not all have Tell me if this helps Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alo Anesi Gesendet: Dienstag, 31. Oktober 2006 06:21 An: User questions and discussions about OTRS.org Betreff: [otrs] Changing navigation menu in OTRS 2.1.2 I recently upgraded OTRS from 1.3 to 2.1.2. I used to omit the Email-Ticket item from the navigation bar by modifying the dtl templates in the Standard/Lite directories. However, now each nav item is generated by OTRS. Is there any way I can omit the Email-Ticket item from appearing in the navigation menu? - Alo ------------------------------------------------------- Aloiamoa Anesi, Jr. Network Operations Engineer Blue Sky Communications 478 Laufou Shopping Ctr Pago Pago, American Samoa 96799 -- Ph: +1.684.699.2759 ext 1098 Cell: +1.684.258.1098 VoIP Business Hours: 1098(a)voip.bluesky.as VoIP After Hours: 2098(a)voip.bluesky.as _______________________________________________ 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/

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How can I display a complete list of my FAQs?
by Martiny, Karsten 31 Oct '06

31 Oct '06

Hi all, I habe a question concerning the FAQ function. I want to see a complete list of the FAQs stored within OTRS. I thought I could get this list by hitting the search-button without entering any search strings. However, als long as I am logged in as an agent I only get a list with 25 results and can't find any option to display more than that. If I am not logged in and do the search it returns a complete (at least I assume it's complete) list of all public FAQs (~160}. So now my question: Why does the search not return a full list as long as I am logged in as an agent? Is there any other way to get a complete list with all FAQs from all categories or do I have to extract them by myself from the mysql db? Thanks in advance Karsten

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AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!!
by Kai Osthoff 31 Oct '06

31 Oct '06

Hi Shawn! Sorry - i didn't got anything ... or it is moved to spam? Please resend directly to my email ko(a)osthoff.net ! Thanks!

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AW: [otrs] Create a customer when creating a ticket
by shawn.beasley＠dlh.de 31 Oct '06

31 Oct '06

Hello Alo, There is a link above the Body segment in the Telephone ticket mask which opens a new window to the customer DB. This would allow you to create add a customer when creating the ticket. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alo Anesi Gesendet: Dienstag, 31. Oktober 2006 07:11 An: User questions and discussions about OTRS.org Betreff: [otrs] Create a customer when creating a ticket Is there any way to create a customer from the new ticket screen if that customer doesn't already exist? I would like to have the Call Center add new customers as they call in for tech support instead of having to manually add them on the backend. - Alo ------------------------------------------------------- Aloiamoa Anesi, Jr. Network Operations Engineer Blue Sky Communications 478 Laufou Shopping Ctr Pago Pago, American Samoa 96799 -- Ph: +1.684.699.2759 ext 1098 Cell: +1.684.258.1098 VoIP Business Hours: 1098(a)voip.bluesky.as VoIP After Hours: 2098(a)voip.bluesky.as _______________________________________________ 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/

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How do multiple rules work?
by Richard Bartlett 31 Oct '06

31 Oct '06

Hi, I'm setting up OTRS 2.1 in Windows to log calls based on incoming POP3 messages, and it's working fine, except for the high traffic I'm getting (even with spam filtering turned on and 3/4 other filters for Delivery Notifications, OOO's etc.) What I'd like to do is say 'everything gets ignored EXCEPT messages that meet X criteria'. The criteria could be sender address, sender domain, subject line etc etc. It seems at the moment everything is accepted, so setting messages to X-Ignore:Yes is an exception, I'd like to switch it to the other way round. Now, if I set a filter to ignore everything, then another rule that picks up some emails based on the header values, will the first rule negate the second? Do I order the specific header/queue match filter first, then the ignore everything filter afterwards? Finally, if I set these rules up, and an email comes in with a X-header value with a ticket reference in, will the rules over-ride the filter which matches the ticket reference to a ticket? Cheers, Richard Bartlett Computer Officer, Faculty of History, (Fourth Floor, Room 19) t: 01223 (3)35315 e: rb467 [at] cam.ac.uk

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AW: [otrs] New Messages Count versus View
by shawn.beasley＠dlh.de 31 Oct '06

31 Oct '06

Hey Reinhard, That depends on your config setting. A new message can be a new ticket, that was assigned an owner on creation, who's owner has taken no actions on the Ticket. You can change this in the system config to only show a new message when the ticket has not been viewed, then you will see a new message alert for the tickets that have not been touched by the owner, and all new messages about tickets that were locked and have new information. Is that clear? When the explanation is not clear, I can try to explain it again. But, for the meantime check the following setting. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/de/verify.html?lpi_id=LPI000077664&ver_code=3vk4xshbx6> LPIC - 1 Cargo Future Communications GmbH _____ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Reinhard Travnicek Gesendet: Dienstag, 31. Oktober 2006 12:35 An: otrs(a)otrs.org Betreff: [otrs] New Messages Count versus View Hi All, I am running 2.1.1 and we are happy with it. I have one problem. The "New Messages Count" near the ICON in the Agent Interface shows the correct number of "New Messages" , but If I click the Icon I get a view with all the tickets of the last view days and all have a a red "NEW Message" attached to it. Is this a bug Regards Reinhard Travnicek mailto: reinhard.travnicek(a)x-tech.at

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AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!!
by shawn.beasley＠dlh.de 31 Oct '06

31 Oct '06

Hey Kai, Did you get my sreenshot? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Kai Osthoff Gesendet: Dienstag, 31. Oktober 2006 08:28 An: User questions and discussions about OTRS.org Betreff: AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!! Hi Shawn! Alrighty ... ... but how exactly? A new object named FAQ at Ticket->Core::LinkObject - I've tried but surely made something wrong. I don't find any documentation or any howto linking faq and otrs ... ... does anybody? Otrs 2.1 and faq 1.0.11 Greets, Kai Osthoff Osthoff innovations it-services for professionals Am alten Kraftwerk 6 71672 Marbach am Neckar Telefon +49 (0)7144 880515 Telefax +49 (0)7144 8365838 http://www.osthoff-innovations.de Der Support für Windows XP Service Pack 1 endet zum 10.10.2006! Falls Ihre Systeme noch nicht mit Windows XP Service Pack 2 aktualisiert wurden, sollten Sie umgehend über ein entsprechendes Update nachdenken. Sprechen Sie mich an! > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von > shawn.beasley(a)dlh.de > Gesendet: Montag, 30. Oktober 2006 18:26 > An: otrs(a)otrs.org > Betreff: AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!! > > Hey Kai, > > I have > > OTRS 2.1.2 > FAQ 1.0.11 > > And it seems to be only a matter of the link that is referenced by the > module. > > In the Ticket Module the link from the ticket to the faq is > > http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&FAQID=4 > > but the FAQ returns directly to the FAQ explorer because it is waiting for > > http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&ItemID=4 > > When you look at the link in the FAQ, it is a similar problem. > > http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&CategoryID=&ItemI > D=183 > > and the actual view url is > > http://57.56.200.56/otrs/index.pl?Action=AgentTicketZoom&TicketID=183 > > I just do not know how to fix it. > > Your problem can be solved by adding the object in > > System Config -> Ticket -> Core::LinkObject > > There you should have added LinkObject => FAQ > > When I had the same problem as you, that is what I did. Now I have this > new problem. > > Tell me if this helps > > > Best Wishes, > > Shawn Beasley > Support - IT > LPID LPI000077664 > VERIFICATION NUMBER 3vk4xshbx6 > > LPIC - 1 (pruefen) > > Cargo Future Communications GmbH > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von > Kai Osthoff > Gesendet: Montag, 30. Oktober 2006 15:25 > An: User questions and discussions about OTRS.org > Betreff: AW: [otrs] FAQ-Database not working > > Hi Shawn! > > > I have the same problem. Now I have the newest version of the FAQ > > installed and I do not receive the message, but the link in the ticket > > sends me to the FAQ explorer, and the link in the FAQ sends me to a > blank > > page. HELLLLLLP! This is the "meat" of the system. Any ideas? > > Which Versions of OTRS and FAQ do you use? > > The only thing it is really working with faq is the continues getting > the following error: > > [ OTRS ] Mon 30 Okt 17:51:54 2006 > > Fehler: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! > Kommentar: > Fehler berichten: > Traceback: ERROR: OTRS-CGI-15 Perl: 5.8.8 OS: linux Time: Mon Oct > 30 17:51:54 2006 > > Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! > > Traceback (4489): > Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 550 > Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han > dler (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 > > > Greetings, Kai > > _______________________________________________ > 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/

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New Messages Count versus View
by Reinhard Travnicek 31 Oct '06

31 Oct '06

Hi All, I am running 2.1.1 and we are happy with it. I have one problem. The "New Messages Count" near the ICON in the Agent Interface shows the correct number of "New Messages" , but If I click the Icon I get a view with all the tickets of the last view days and all have a a red "NEW Message" attached to it. Is this a bug Regards Reinhard Travnicek mailto: reinhard.travnicek(a)x-tech.at

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AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!!
by Kai Osthoff 31 Oct '06

31 Oct '06

Hi Shawn! Alrighty ... ... but how exactly? A new object named FAQ at Ticket->Core::LinkObject - I've tried but surely made something wrong. I don't find any documentation or any howto linking faq and otrs ... ... does anybody? Otrs 2.1 and faq 1.0.11 Greets, Kai Osthoff Osthoff innovations it-services for professionals Am alten Kraftwerk 6 71672 Marbach am Neckar Telefon +49 (0)7144 880515 Telefax +49 (0)7144 8365838 http://www.osthoff-innovations.de Der Support für Windows XP Service Pack 1 endet zum 10.10.2006! Falls Ihre Systeme noch nicht mit Windows XP Service Pack 2 aktualisiert wurden, sollten Sie umgehend über ein entsprechendes Update nachdenken. Sprechen Sie mich an! > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von > shawn.beasley(a)dlh.de > Gesendet: Montag, 30. Oktober 2006 18:26 > An: otrs(a)otrs.org > Betreff: AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!! > > Hey Kai, > > I have > > OTRS 2.1.2 > FAQ 1.0.11 > > And it seems to be only a matter of the link that is referenced by the > module. > > In the Ticket Module the link from the ticket to the faq is > > http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&FAQID=4 > > but the FAQ returns directly to the FAQ explorer because it is waiting for > > http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&ItemID=4 > > When you look at the link in the FAQ, it is a similar problem. > > http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&CategoryID=&ItemI > D=183 > > and the actual view url is > > http://57.56.200.56/otrs/index.pl?Action=AgentTicketZoom&TicketID=183 > > I just do not know how to fix it. > > Your problem can be solved by adding the object in > > System Config -> Ticket -> Core::LinkObject > > There you should have added LinkObject => FAQ > > When I had the same problem as you, that is what I did. Now I have this > new problem. > > Tell me if this helps > > > Best Wishes, > > Shawn Beasley > Support - IT > LPID LPI000077664 > VERIFICATION NUMBER 3vk4xshbx6 > > LPIC - 1 (pruefen) > > Cargo Future Communications GmbH > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von > Kai Osthoff > Gesendet: Montag, 30. Oktober 2006 15:25 > An: User questions and discussions about OTRS.org > Betreff: AW: [otrs] FAQ-Database not working > > Hi Shawn! > > > I have the same problem. Now I have the newest version of the FAQ > > installed and I do not receive the message, but the link in the ticket > > sends me to the FAQ explorer, and the link in the FAQ sends me to a > blank > > page. HELLLLLLP! This is the "meat" of the system. Any ideas? > > Which Versions of OTRS and FAQ do you use? > > The only thing it is really working with faq is the continues getting > the following error: > > [ OTRS ] Mon 30 Okt 17:51:54 2006 > > Fehler: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! > Kommentar: > Fehler berichten: > Traceback: ERROR: OTRS-CGI-15 Perl: 5.8.8 OS: linux Time: Mon Oct > 30 17:51:54 2006 > > Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! > > Traceback (4489): > Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 550 > Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han > dler (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 > > > Greetings, Kai > > _______________________________________________ > 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/

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Re: [otrs] Software error
by s taylor 31 Oct '06

31 Oct '06

Hello again. PROBLEM SOLVED. In my effort to retrieve my 2.0.4 SysConfig settings, I copied the files from my 2.0.4 System/Config/Files folder to 2.1.1. I didn't know which ones I needed and could'nt find the answer, so I copied them all. The duplicate FAQ icon was from that file. When I installed FAQ from PackageManager, it retained some of those old lines and added to that existing file. So, I uninstalled the FAQ module, deleted that FAQ.xml, and re-installed it. A new FAQ.xml was created. It works fine now. As far as the Stats feature is concerned, I noticed after I sent my last E-mail to this thread that the error message was referring to the location of SystemStats.pm that used to be located in Modules folder in v.2.0.4. Now, in v.2.1.1, that file does't exist. That tipped me to search for something 'old'. The only place I could think of was that Kernel/Config/Files folder. I deleted the Framework.xml and Ticket.xml from 2.0.4 and copied those files from 2.1.1. That solved pretty much EVERYTHING ELSE! I guess the bottom line is, the only files needed to be ported over from 2.0.4 in the Config/Files folder were: ZZZAAuto.pm AND ZZZAuto.pm These files seem to be where the modified SysConfig parameters are stored/referenced. Whew...I wish the documentation was clearer on that, unless it's somewhere and I missed it. Thanks for your thread because it put me on the right track!!! ====================================== >From: "s taylor" <staylor00(a)hotmail.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: otrs(a)otrs.org >Subject: Re: [otrs] Software error >Date: Tue, 10 Oct 2006 22:43:08 -0400 > >Hello. > >I had the same problem and when the FAQ module was installed, I could Zoom >also. > >The problem was though, I had an FAQ icon on the nav bar. When I installed >the FAQ module via Package Manager, a 2nd FAQ icon was added. When I click >that new FAQ icon, I then got 2 Search, 2 New Article, 2 History (2 >different icons - /otrs-web/images/Standard/history.png AND >otrs-web/images/Standard/list.png), AND 2 Language (2 different icons - >language.png AND fileopen.png). As soon as I click out of FAQ and go to >say, Ticket, the only double icon I have is FAQ. > >Also, I'm getting an error that the SystemStats module is not found. > >As far as the ticket are concerned, doing a search finds the tickets and >customers, but I can't compose and answer, create a phone nor email ticket. > For Phone & Email tickets, I get the error message: > >~~~~~~~~~~~~~~~~~~~~~ >Software error: >Can't use an undefined value as a HASH reference at >../..//Kernel/System/Ticket.pm line 3005. >~~~~~~~~~~~~~~~~~~~~~ > >For compose an answer, I get the error message: > >~~~~~~~~~~~~~~~~~~~~~ >No Permission! > >Message: You need permissions! >~~~~~~~~~~~~~~~~~~~~~ > >Overall, it seems like the database can find the tickets, it just can't tie >something together to respond to nor create them. The database schema >updated fine. I used the 2.1.1 Config and copied the 'CustomerUser' >section from 2.1.1 and updated the user field variables I created for >2.0.4. I updated my .dtl files by copying my revisions to the appropriate >sections of the 2.1.1 .dtls (I only had modified Customer-related .dtl's). > >(FreeBSD) > >The Stats and ticket functions EXCEPT search functions seem to be tied to >"1" cause...just not sure what but seems related to maybe, ticket.pm or >something.(?) > >Do you have any ideas? > >Thanks in advance. > > >============================================= >>From: "Nils Breunese (Lemonbit Internet)" <nils(a)lemonbit.nl> >>Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >>To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >>Subject: Re: [otrs] Software error >>Date: Tue, 10 Oct 2006 20:12:39 +0200 >> >>I wrote: >> >>>Daniel Vesely wrote: >>> >>>>after upgrade from 2.0.4 to 2.1.1 when i try to view ticket i got: >>>>Can't load link backend module Kernel::System::LinkObject::FAQ! at >>>>../..//Kernel/System/LinkObject.pm line 149. >>>>but there is FAQ.pm >>>>any idea? >>> >>>I also just upgrade from 2.0.4 to 2.1.1 using the RPM. I get the exact >>>same error when zooming in on a ticket (example url: http:// >>>domain.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=1555) I looked >>>a bit at the code in LinkObject.pm, but never having programmed in Perl >>>doesn't really help. Did anyone solve this one? >> >>I just noticed that the upgrade apparently removed the FAQ module. FAQ.pm >>and friends are no longer on my system. I still have the FAQ button in my >>toolbar when I login, but clicking it gives me: >> >> ERROR: OTRS-CGI-1 Perl: 5.8.5 OS: linux Time: Tue Oct 10 20:07:56 2006 >> >>Message: Module 'Kernel::Modules::FAQ' not found! >> >>Traceback (25186): >> Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 207 >> Module: >>ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han >>dler (v) Line: 48 >> Module: (eval) (v1.81) Line: 202 >> Module: ModPerl::RegistryCooker::run (v1.81) Line: 202 >> Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 168 >> Module: ModPerl::Registry::handler (v1.99) Line: 30 >> >>We installed the FAQ module once to check it out, but never really got to >>actually using it. I went to Admin -> Package Manager and noticed I had >>the option to install the FAQ module. I installed it and now all is >>working again. >> >>Nils Breunese. >> >> >>_______________________________________________ >>OTRS mailing list: otrs - Webpage: http://otrs.org/ >>Archive: http://lists.otrs.org/pipermail/otrs >>To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>Support 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/

3 3

AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!!
by shawn.beasley＠dlh.de 31 Oct '06

31 Oct '06

Hey Kai, I have OTRS 2.1.2 FAQ 1.0.11 And it seems to be only a matter of the link that is referenced by the module. In the Ticket Module the link from the ticket to the faq is http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&FAQID=4 but the FAQ returns directly to the FAQ explorer because it is waiting for http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&ItemID=4 When you look at the link in the FAQ, it is a similar problem. http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&CategoryID=&ItemID… and the actual view url is http://57.56.200.56/otrs/index.pl?Action=AgentTicketZoom&TicketID=183 I just do not know how to fix it. Your problem can be solved by adding the object in System Config -> Ticket -> Core::LinkObject There you should have added LinkObject => FAQ When I had the same problem as you, that is what I did. Now I have this new problem. Tell me if this helps Best Wishes, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Kai Osthoff Gesendet: Montag, 30. Oktober 2006 15:25 An: User questions and discussions about OTRS.org Betreff: AW: [otrs] FAQ-Database not working Hi Shawn! > I have the same problem. Now I have the newest version of the FAQ > installed and I do not receive the message, but the link in the ticket > sends me to the FAQ explorer, and the link in the FAQ sends me to a blank > page. HELLLLLLP! This is the "meat" of the system. Any ideas? Which Versions of OTRS and FAQ do you use? The only thing it is really working with faq is the continues getting the following error: [ OTRS ] Mon 30 Okt 17:51:54 2006 Fehler: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Kommentar: Fehler berichten: Traceback: ERROR: OTRS-CGI-15 Perl: 5.8.8 OS: linux Time: Mon Oct 30 17:51:54 2006 Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Traceback (4489): Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 550 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (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 Greetings, Kai _______________________________________________ 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

OTRS Dashboard?
by Jason Loven 30 Oct '06

30 Oct '06

Has anyone written a "dashboard" function for OTRS? Something that would have things like current open tickets, new tickets for today, closed today, etc...? Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com <mailto:jloven@cainetserv.com> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/>

1 0

AW: [otrs] FAQ-Database not working
by Kai Osthoff 30 Oct '06

30 Oct '06

Hi Shawn! > I have the same problem. Now I have the newest version of the FAQ > installed and I do not receive the message, but the link in the ticket > sends me to the FAQ explorer, and the link in the FAQ sends me to a blank > page. HELLLLLLP! This is the "meat" of the system. Any ideas? Which Versions of OTRS and FAQ do you use? The only thing it is really working with faq is the continues getting the following error: [ OTRS ] Mon 30 Okt 17:51:54 2006 Fehler: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Kommentar: Fehler berichten: Traceback: ERROR: OTRS-CGI-15 Perl: 5.8.8 OS: linux Time: Mon Oct 30 17:51:54 2006 Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Traceback (4489): Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 550 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (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 Greetings, Kai

1 0

GPG PGP signing issues
by Rene Schmidt 30 Oct '06

30 Oct '06

Hello, OTRS does not GPG-sign messages, that's my problem. I have done the ususal Google/FAQ/lists research, to no avail. GPG seems to be set up correctly within OTRS (DSA key) as it does offer me to encrypt messages when the recipient's pubkey is found and it DOES encrypt. So far, so good. But why does it not offer to _sign_ messages? FAQ says: "If you write emails now you also have the possibility to select crypt or sign this email (of course you need a private key for the sender address and the public key of the recipient)." I have a private key for the sender address and a public key of the recipient (remember, it does encrypt). So the requirements are met, yet there is no option to sign. It's just not there. When I create a follow up that is supposed to be signed, this shows up in the log, maybe this will help to track down the issue? Oct 30 11:41:19 debiansid sendmail[4695]: k9UAfJ7W004695: Authentication-Warning: debiansid.localdomain: www-data set sender to otrs(a)myhost.de using -f Oct 30 11:41:19 debiansid sendmail[4695]: k9UAfJ7W004695: from=otrs(a)myhost.de, size=1015, class=0, nrcpts=1, msgid=<1162204879.943703.514481494.33.2@debiansid>, relay=www-data@localhost Oct 30 11:41:19 debiansid sm-mta[4698]: k9UAfJLf004698: from=<otrs(a)myhost.de>, size=1275, class=0, nrcpts=1, msgid=<1162204879.943703.514481494.33.2@debiansid>, proto=ESMTP, daemon=MSP-v4, relay=localhost [127.0.0.1] Oct 30 11:41:19 debiansid sendmail[4695]: k9UAfJ7W004695: to=me(a)myhost.de, ctladdr=otrs(a)myhost.de (33/33), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=31015, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (k9UAfJLf004698 Message accepted for delivery) Oct 30 11:41:19 debiansid OTRS-CGI-10[3240]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Rene Schmidt <me(a)myhost.de>' from '"Rene Schmidt (Ticket-System)" <otrs(a)myhost.de>'. HistoryType => SendAnswer, Subject => Re: [Ticket#2006103010000092] test2; Oct 30 11:41:24 debiansid sm-mta[4700]: k9UAfJLf004698: to=<me(a)myhost.de>, delay=00:00:05, xdelay=00:00:05, mailer=esmtp, pri=121275, relay=mxlb.isphost.de. [80.67.18.126], dsn=2.0.0, stat=Sent (ok 1162206340 qp 30723 by mx01.isphost.de) BTW it's a OTRS 2.0.4 installation on Debian/sid. There is no 2.1 version of OTRS available in Debian repositories yet. I think version is not the issue since there are no PGP-specific changes in changelog beyond 2.0.4. Thank you for your help. -- Rene Schmidt Berater für Web-Entwicklung und eCommerce Lange Str. 15, 21614 Buxtehude Tel. 04161.558363 - http://www.reneschmidt.de/

1 0

AW: [otrs] FAQ-Database not working
by shawn.beasley＠dlh.de 30 Oct '06

30 Oct '06

Hello, I have the same problem. Now I have the newest version of the FAQ installed and I do not receive the message, but the link in the ticket sends me to the FAQ explorer, and the link in the FAQ sends me to a blank page. HELLLLLLP! This is the "meat" of the system. Any ideas? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Kai Osthoff Gesendet: Donnerstag, 26. Oktober 2006 11:35 An: User questions and discussions about OTRS.org Betreff: AW: [otrs] FAQ-Database not working > If i click on the faq-link in an answer of a ticket i get the following > error: > > FAQ not registered in Kernel/Config.pm! > > I can't find any information how I must configure the faq-database for > use in otrs. > Sorry - i've forgot ... it's otrs 2.1 Thanks. Kai Osthoff _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? =http://www.otrs.com/

1 0

Form-based ticket
by Stefan Tunsch 29 Oct '06

29 Oct '06

Hi there! I would like to know if OTRS supports any type of form-based data entry of tickets? When used as a email management platform this has little sense, but when used through the web interface, forcing users to fill a form before sending the ticket is in many cases very interesting. Regards, Stefan Tunsch

4 4

Creating Users and Customers
by James Mohr 29 Oct '06

29 Oct '06

Hi All! I have OTRS 2.1.2 and want to create a user. Personally I think that some of the fields do not need to be required, such as the First name, last name, and email address. Admittedly, these are useful, but useful does not mean necessary. Is there a way to changing whether these fields are required? Is there a way of automatically generating the customer number? All I really care about is having a unique ID. According to the GUI, I need to edit the Kernel/Config.pm to enable CustomerGroupSupport. However, the online doc says it can be done "via the graphical configuration frontend." I don't find where you can do this. Regards, Jim Mohr -- --------------------------------------- "Be more concerned with your character than with your reputation. Your character is what you really are while your reputation is merely what others think you are." -- John Wooden --------------------------------------- Be sure to visit the Linux Tutorial: http://www.linux-tutorial.info --------------------------------------- NOTE: All messages sent to me in response to my posts to newsgroups, forums or mailing-lists are subject to reposting.

4 6

Ticket Supervisor Help
by Evil Whiskey 28 Oct '06

28 Oct '06

Hello List, First off, thanks for a fantastic product! I have OTRS up and running for an IT department spread across 4 states, and my agents have picked up the system much more quickly then I originally anticipated. I'm curious as to how to start working with the "Ticket Supervisor" functionality I see on otrs.org. I've enabled "Ticket Watcher" in Kernel/Config.pm (which rocks!), but I can't seem to find any reference to Ticket Supervisor anywhere else. I've searched the mailing lists with no success. Any pointers would be greatly appreciated.

1 0

Translation question
by Dirk Enrique Seiffert 27 Oct '06

27 Oct '06

I am translating the FAQ to spanish. My default charset is UTF-8. I copied en_FAQ.pm to es_FAQ.pm. What do I have to do to get my special characters displayed correctly? Thanks for any hint Enrique -- Dirk Enrique Seiffert - Lintec S.A. Ed. Torre del Reloj - Of. 401 Plaza de los Coches, Centro Cartagena - Colombia http://www.lintecsa.com -- Este mensaje ha sido analizado por MailScanner en busca de virus y otros contenidos peligrosos, y se considera que estÃ¡ limpio. http://www.lintecsa.com

1 0

Is is possible to go back to 1.3.x from 2.1.2 ?
by Wes Plate 27 Oct '06

27 Oct '06

Is it possible to take OTRS back to 1.3.x after having updated it to 2.1.2? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

2 2

Re: [otrs] Cumester creation
by Chris Roffler 27 Oct '06

27 Oct '06

I have a setup just like you described it ..... It would be nice to have the customer information in Oracle ( Just like the Agent info) This would enable us to write reports and create graphs against the OTRS DB with more detailed Customer information.without going to LDAP to fetch the info. Could there be a $Self->{CustomerSyncLDAPMap}in the future ... any plans for this ? Thanks Chris > [Original Message] > From: Alexander Scholler <alexander.scholler(a)augsburg.de> > To: User questions and discussions about OTRS.org <otrs(a)otrs.org> > Date: 10/27/2006 10:53:38 AM > Subject: Re: [otrs] Cumester creation > > Chris schrieb: > > I have setup OTRS to validate customers against an external LDAP repository. > > When a customer logs into OTRS it is validated correctly and he / she can create tickets without any problems. > > > > However I do not see any entries beeing created in the CUSTOMER_USER table .... is this the default behaviour ? > That's OK. Customer Authentication and Information is all done with > online searching in LDAP-repository. > By the way, did you also define > # CustomerUser > # (customer user ldap backend and settings) > # $Self->{CustomerUser} = { > # Module => 'Kernel::System::CustomerUser::LDAP', > to use LDAP for Customer-Informations? > > > When an agent validates against ldap then it is created in the otrs SYSTEM_USER table . > > That's also OK. OTRS only supports Agent-authentication against LDAP, > but not (yet?) Agent-Information against LDAP. There is a workaround for > this: > $Self->{UserSyncLDAPMap} > > > > > Thanks > > Chris > > Bye, Alex > _______________________________________________ > 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

Why- Customer Next State: 'closed successful' NOT 'open'? (v.2.1.2)
by s taylor 27 Oct '06

27 Oct '06

Hello. With all of the original defaults still set in SysConfig -> 'Frontend::Customer::Ticket::ViewZoom', including 'Ticket::Frontend::CustomerTicketZoom###StateDefault:' => 'open', I still have in Customer Ticket Zoom -> 'Next state' default (highlighted) 'closed successful'. Why wouldn't it default to 'open'? I'm running v.2.1.2. Thanks in advance.

2 3

Emails from Agent appear as from Customer in 2.1.2
by Wes Plate 27 Oct '06

27 Oct '06

For some of our tickets we generate information in another database that is emailed to the customer, and our OTRS system is CCed. In the past (1.3) these emails appeared in OTRS as agent messages, but now in 2.1.2 these appear as customer emails and generate follow-up notices. Can I change this behavior? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

2 1

Cumester creation
by Chris 27 Oct '06

27 Oct '06

I have setup OTRS to validate customers against an external LDAP repository. When a customer logs into OTRS it is validated correctly and he / she can create tickets without any problems. However I do not see any entries beeing created in the CUSTOMER_USER table .... is this the default behaviour ? When an agent validates against ldap then it is created in the otrs SYSTEM_USER table . Thanks Chris

2 1

RE: Compose Answer (Email) Question
by Nathan Campbell 26 Oct '06

26 Oct '06

Answered my own question - will post just in case anyone else encounters this. To display that link, I needed to choose a default response in Response <> Queue. Once I did that, the link appears. 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: Nathan Campbell Sent: Thursday, October 26, 2006 5:00 PM To: 'User questions and discussions about OTRS.org' Subject: Compose Answer (Email) Question Importance: High Windows 2003 OTRS 2.1 - mySQL w/ LDAP (Active Directory) integration I have set up various queues and can receive and filter inbound email just fine. Each queue has an associated system email address with it. For instance, ticket responses from the Ticket Exchanges queue should be seen as from ticketexchanges(a)dalsym.com As far as I can tell, this is setup properly as well. My problem is that only one of my queues shows the Compose Email Answer option. Every other queue only shows the Phone option. This is true whether I am logged in as an admin or a user. Each queue is configured exactly the same (other than the system address field), with user being the group setting. I really need to be able to send reply emails from each queue. Can post more settings as requested. Not sure where to start. Thanks! 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/>

1 0

Compose Answer (Email) Question
by Nathan Campbell 26 Oct '06

26 Oct '06

Windows 2003 OTRS 2.1 - mySQL w/ LDAP (Active Directory) integration I have set up various queues and can receive and filter inbound email just fine. Each queue has an associated system email address with it. For instance, ticket responses from the Ticket Exchanges queue should be seen as from ticketexchanges(a)dalsym.com As far as I can tell, this is setup properly as well. My problem is that only one of my queues shows the Compose Email Answer option. Every other queue only shows the Phone option. This is true whether I am logged in as an admin or a user. Each queue is configured exactly the same (other than the system address field), with user being the group setting. I really need to be able to send reply emails from each queue. Can post more settings as requested. Not sure where to start. Thanks! 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/>

1 0

Newbie with Perl problem... maybe?
by Shue, Daniel G. 26 Oct '06

26 Oct '06

Hi folks, I'm really looking forward to getting into OTRS... from what I've seen on the net its rated one of the best OS Helpdesk software out there! I've been working on getting it up and running and I'm using IIS 5.0 w/ ActivePerl 5.8.8 and MySQL. Got the install.pl to run... created to DB and all is good. I go to login in with the default user name and pass...... sits there for about 30 to 45 secs and BOOM, inetinfo.exe crashes. I would blame a config problem with perl but the install.pl ran ok. I'm almost definite I have all the required modules, but I don't have an error log from perl. The error log from OTRS looks like this for one login...... notice the times. [Thu Oct 26 11:17:27 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:28 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:28 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:29 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:30 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:31 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:31 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:32 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:33 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:33 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:34 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:35 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:36 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:36 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:37 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:38 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:39 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:39 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:40 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:41 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:42 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:42 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:43 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:44 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:45 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:45 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). [Thu Oct 26 11:17:46 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.x.x). I read something in post about a loop with OTRS... but it just described the problem, no resolution. I can't seem to get anything out of perl.exe, is there anyway to get a log from perl.exe? My IIS logs show nothing for 200 for the request. I've also tried perlis.dll and perl.exe, both have the same problem. Any help would be greatly appreciated! Thanks, Daniel This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email.

1 0

Alternatives to OTRS FAQ?
by Wes Plate 26 Oct '06

26 Oct '06

For various reasons my Agents hate the upgrade to OTRS 2.1. The FAQ is one reason. Any recommendations for FAQ system alternatives to OTRS? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

3 3

Debug mode
by Eric Boudrand 26 Oct '06

26 Oct '06

Hi, I am installing OTRS 2.1.2. I am trying to enable Debug mode while connecting to the database. I have set in Config.pm $Self->{Debug} = 3; But it has no effects. What should be set ? Regards. Eric Boudrand

3 6

AW: [otrs] FAQ-Database not working
by Kai Osthoff 26 Oct '06

26 Oct '06

> If i click on the faq-link in an answer of a ticket i get the following > error: > > FAQ not registered in Kernel/Config.pm! > > I can't find any information how I must configure the faq-database for > use in otrs. > Sorry - i've forgot ... it's otrs 2.1 Thanks. Kai Osthoff

1 0

FAQ-Database not working
by Kai Osthoff 26 Oct '06

26 Oct '06

Hi! If i click on the faq-link in an answer of a ticket i get the following error: FAQ not registered in Kernel/Config.pm! I can't find any information how I must configure the faq-database for use in otrs. Greetings, Kai Osthoff

1 0

customer as agent and agent as customer ???
by BipinDas 26 Oct '06

26 Oct '06

Hi Some of my customers are become agents some times. Is there any option to configure,to change the status of customer as agent and viceversa. Thanks -- Greetings... ___________________________ Bipin Das Spectrum Softtech Solutions, 0484-4082000

1 0

How to Delete?
by Mads N. Vestergaard 25 Oct '06

25 Oct '06

Hi There, I've unseccesfully tried to figure out how to remove a Queue and a Group, could you please help me out. Thanks in advance. -- Mads N. Vestergaard | http://timmy.dk

2 1

How - Stop re-opening of tickets by customer E-mail or interface?
by s taylor 25 Oct '06

25 Oct '06

Hello. Where do I set the parameters to stop re-opening of tickets when a customer sends an E-mail from their E-mail client OR sends a followup via the interface when the ticket state is closed (e.g. closed successful, etc.)? The system used to create the new ticket then send the autoreply (default closed ->new ticket), but somehow I changed something and not sure what. I have the 'Follow up Option:' => 'possible' Thanks in advance.

1 0

ticket escalation
by D.Saikrishna 25 Oct '06

25 Oct '06

Hi All, i want to know the OTRS ticket escalation configuration.. Thanks in advace.. --Sai

1 0

Ticket resolution time statistics
by Arenas Alvaro 25 Oct '06

25 Oct '06

Hi all, I am evaluating the possibility to use OTRS in our company. One of our requirements is to be able to count how many tickets took longer than X time to be resolved. we also have two deparments, so, It would be even better if we can check for a certain department, which tickets took longer that a certain time. Is it possible with OTRS I have check in the web page but I didn't find an answer. Thanks in advance Alvaro Arenas

2 3

Ticket escalation
by D.Saikrishna 25 Oct '06

25 Oct '06

hi All, i am new to OTRS.. i want know that how to configure the ticket escalation. Thanks in advance -Sai

1 0

RE: [otrs] Auto Login - Windows
by David Hathiramani 24 Oct '06

24 Oct '06

Franz, Thanks for your help, I am going to give it a crack. Do you have any specific settings to change that would mean I could quickly turn this on. To be honest, I am just being lazy, but any further help would be great. Thanks David -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Franz Ferdinand Esberger Sent: 20 October 2006 08:44 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Auto Login - Windows Hello David, Hello Phil, Good News First: There is a Way, NTLM Authentication is the Magic Phrase. But: We've tested NTLM-Authentication with the crappy Module for Apache 1.3 (using otrs 2.0.4). Works more or less, there are quite a lot segmentation faults - but maybe it fits your needs. Please let me know what experiences you've made ! hth FranzF Philip Mark Donaghy schrieb: > Hi David, Sorry I don't have the answer to your request but I am > looking for a similar single sign on solution. We've integrated otrs > into the Apache Portals Jetspeed Project. This runs on Apache Tomcat. > So my question for the list is what forms of authentication, i.e. > services are available? > > Thanks, > Phil > > On 10/19/06, *David Hathiramani* <D.Hathiramani(a)edenbrown.com > <mailto:D.Hathiramani@edenbrown.com>> wrote: > > Dear List, > > Is there a way to make OTRS auto-login using windows > authentication if you are already logged into windows using the > same username and password as you would log into OTRS with? > > Thanks > > David > > > > *David Hathiramani* > IT Manager > > Eden Brown > Recruitment, Training & Consultancy, Managed Services > > 222 Bishopsgate, London, EC2M 4QD > > *T* 020 7422 7300 > *F* 0845 434 9573 > > *d.hathiramani(a)edenbrown.com* <mailto:d.hathiramani@edenbrown.com> > *www.edenbrown.com* <http://www.edenbrown.com/> > > > > ------------------------------------------------------------------------ > Any opinions expressed in this email are those of the individual > and not necessarily the Company. This email and any files transmitted > with it are confidential and intended solely for the use of the > individual or entity to whom they are addressed. If you are not > the intended recipient, > be advised that you have received this email in error and that any > use is strictly prohibited. Please address any enquiries regarding > this notice to:- > helpdesk(a)edenbrown.com <mailto:helpdesk@edenbrown.com> > > This footnote also confirms that this email message has been swept > by MailMarshal for the presence of computer viruses. > > ------------------------------------------------------------------------ > Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD > Tel: +44 (0)20 7 422 7300 > http://www.edenbrown.com > > This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website > www.groveis.com <http://www.groveis.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 > <http://lists.otrs.org/cgi-bin/listinfo/otrs> > Support orr consulting for your OTRS system? > => http://www.otrs.com/ > > > > > > -- > Philip Donaghy > donaghy.blogspot.com <http://donaghy.blogspot.com> > del.icio.us/donaghy/philip <http://del.icio.us/donaghy/philip> > Skype: philipmarkdonaghy > Office: +33 5 56 60 88 02 > Mobile: +33 6 20 83 22 62 > ---------------------------------------------------------------------- > -- > > _______________________________________________ > 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/ ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

4 3

RE: [otrs] Auto Login - Windows KERBEROS vs NTLM
by David Hathiramani 24 Oct '06

24 Oct '06

Hi Franz, I gave it a go yesterday and struggled a bit. I changed my config.pm for customers to use authentication type HTTPBasicAuth. I installed the apache NTLM module. It wouldn't work! The system log was coming up with User: No $ENV{REMOTE_USER} !(REMOTE_ADDR: 10.0.100.5). I take it that my NTLM module isn't working, but after tinkering have no idea how to make it work. Google is being no help either. Any ideas? Thanks David -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Franz Ferdinand Esberger Sent: 24 October 2006 11:44 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Auto Login - Windows KERBEROS vs NTLM Hi Alex, Kerberos indeed is the best choice when trying to handle SSO. In our particular case an Kerberos Implementation was not possible cause of the poor LDAP Backend (pwd style issue, caused by a fairly old openLDAP Tree) Beside that - the NTLM Module is (imho) easier to install and handle if you only want to SSO OTRS (which seems to be David's issue) - imho Kerberos is a good choice when you have multiple Systems to Sign on to ... @David: There are only a few settings to take care of, give it a spin ! Question to everyone on the List: Anyone running Kerberos in conjunction with OTRS ? ciao, FranzF. Alexander Scholler schrieb: > Hi all, > > I'm not a Single-Sign-On-specialist, but I think NTLM is very > MS-specific (proprietary!) > > Wouldn't be Kerberos the better choice? > Any experience on this issue? > > Bye, Alex > > David Hathiramani schrieb: >> Franz, >> Thanks for your help, I am going to give it a crack. >> Do you have any specific settings to change that would mean I could >> quickly turn this on. >> To be honest, I am just being lazy, but any further help would be great. >> >> >> Thanks >> >> David >> >> >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf >> Of Franz Ferdinand Esberger >> Sent: 20 October 2006 08:44 >> To: User questions and discussions about OTRS.org >> Subject: Re: [otrs] Auto Login - Windows >> >> Hello David, >> Hello Phil, >> >> Good News First: There is a Way, NTLM Authentication is the Magic >> Phrase. But: >> We've tested NTLM-Authentication with the crappy Module for Apache >> 1.3 (using otrs 2.0.4). Works more or less, there are quite a lot >> segmentation faults - but maybe it fits your needs. >> >> Please let me know what experiences you've made ! >> >> hth >> FranzF >> >> Philip Mark Donaghy schrieb: >>> Hi David, Sorry I don't have the answer to your request but I am >>> looking for a similar single sign on solution. We've integrated otrs >>> into the Apache Portals Jetspeed Project. This runs on Apache Tomcat. >>> So my question for the list is what forms of authentication, i.e. >>> services are available? >>> >>> Thanks, >>> Phil >>> >>> On 10/19/06, *David Hathiramani* <D.Hathiramani(a)edenbrown.com >>> <mailto:D.Hathiramani@edenbrown.com>> wrote: >>> >>> Dear List, >>> Is there a way to make OTRS auto-login using windows >>> authentication if you are already logged into windows using the >>> same username and password as you would log into OTRS with? >>> Thanks >>> David >>> >>> *David Hathiramani* >>> IT Manager >>> >>> Eden Brown >>> Recruitment, Training & Consultancy, Managed Services >>> >>> 222 Bishopsgate, London, EC2M 4QD >>> >>> *T* 020 7422 7300 >>> *F* 0845 434 9573 >>> >>> *d.hathiramani(a)edenbrown.com* <mailto:d.hathiramani@edenbrown.com> >>> *www.edenbrown.com* <http://www.edenbrown.com/> >>> >>> >>> >> --------------------------------------------------------------------- >> --- >>> Any opinions expressed in this email are those of the individual >>> and not necessarily the Company. This email and any files >> transmitted >>> with it are confidential and intended solely for the use of the >>> individual or entity to whom they are addressed. If you are not >>> the intended recipient, >>> be advised that you have received this email in error and that any >>> use is strictly prohibited. Please address any enquiries regarding >>> this notice to:- >>> helpdesk(a)edenbrown.com <mailto:helpdesk@edenbrown.com> >>> >>> This footnote also confirms that this email message has been swept >>> by MailMarshal for the presence of computer viruses. >>> >>> >> --------------------------------------------------------------------- >> --- >>> Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD >>> Tel: +44 (0)20 7 422 7300 >>> http://www.edenbrown.com >>> >>> This email was scanned by Postini, the leading provider in >>> Managed >> Email Security. If you have received this email and/or have any >> questions you can contact the Grove Group on +44 (0) 870 224 0432 or >> visit our website >>> www.groveis.com <http://www.groveis.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 >>> <http://lists.otrs.org/cgi-bin/listinfo/otrs> >>> Support orr consulting for your OTRS system? >>> => http://www.otrs.com/ >>> >>> >>> >>> >>> >>> -- >>> Philip Donaghy >>> donaghy.blogspot.com <http://donaghy.blogspot.com> >>> del.icio.us/donaghy/philip <http://del.icio.us/donaghy/philip> >>> Skype: philipmarkdonaghy >>> Office: +33 5 56 60 88 02 >>> Mobile: +33 6 20 83 22 62 >>> -------------------------------------------------------------------- >>> -- >>> -- >>> >>> _______________________________________________ >>> 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/ >> ****************************************************************** >> Any opinions expressed in this email are those of the individual and >> not necessarily the Company. This email and any files transmitted >> with it are confidential and intended solely for the use of the >> individual or entity to whom they are addressed. If you are not the >> intended recipient, be advised that you have received this email in >> error and that any use is strictly prohibited. Please address any >> enquiries regarding this notice to:- helpdesk(a)edenbrown.com >> >> This footnote also confirms that this email message has been swept by >> MailMarshal for the presence of computer viruses. >> ****************************************************************** >> Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD >> Tel: +44 (0)20 7 422 7300 >> http://www.edenbrown.com >> This email was scanned by Postini, the leading provider in Managed >> Email Security. If you have received this email and/or have any >> questions you can contact the Grove Group on +44 (0) 870 224 0432 or >> visit our website www.groveis.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/ ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

1 0

OTRS with Oracle
by Chris 24 Oct '06

24 Oct '06

I would like to setup OTRS with Oracle as the backend. I have done the following: (under Windows) 1. used ppm to install DBD-Oracle 2. installed instantclient_10_2 from Oracle set the PATH to point to this directory 3. Changed the Config.pm under \Kernel $Self->{DatabaseDSN} = "DBI:Oracle:sid=lab;host=10.3.161.1;port=1521;"; I am getting the following error : -------------------------------------- Software error: install_driver(Oracle) failed: Can't load 'C:/OTRS/Perl/site/lib/auto/DBD/Oracle/Oracle.dll' for module DBD::Oracle: load_file:The specified module could not be found at C:/OTRS/Perl/lib/DynaLoader.pm line 230, <PRODUCT> line 4. at (eval 104) line 3 Compilation failed in require at (eval 104) line 3, <PRODUCT> line 4. Perhaps a required shared library or dll isn't installed where expected at C:/OTRS/otrs//Kernel/System/DB.pm line 191 --------------------------------------------------------------- Any ideas what I am doing wrong ? Thanks Chris

1 0

Different customerbackends for admin-groups?
by Bernd Zwinger 24 Oct '06

24 Oct '06

hi all, is there a possibility to use different customerbackends (DB/LDAP) for different admin(groups), so that admin A has just access to customers from backend A, admin B to backend B, and so on? at the moment I'm looking for the "ShowCustomerSelection" feature from otrs-1.3, which is not in otrs-2.x! is there something similar in 2.x? thanks, \bernd

1 0

Slow email response submission
by Peter Fern 24 Oct '06

24 Oct '06

Hi all, I have a problem that seems to have popped up a couple of times in the archives but that I haven't seen an adequate response for. OTRS is quite functional, and responds speedily for all requests except when submitting an email response (eg - Compose Answer(email) / 'empty answer'), when it takes a long time to complete, and I mean a loooooong time: [Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 254s taken (URL:Action=AgentTicketCompose:user@example.com)_ I've had a poke around, but I can't see anything that should cause this behaviour, and without adding debug code into AgentTicketCompose.pm I don't know where else to look. Anyone got a simple answer to this one, maybe an option that needs flipping? Thanks in advance, Pete

1 1

Seprating Customer frontend and Admin backend
by Katriel Traum 24 Oct '06

24 Oct '06

Hello. I'm using OTRS 2.04. Is there a way to put only the customer login on an external dmz web server and the backend (mysql and all) on an internal server? Thanks, -- Katriel Traum, PenguinIT RHCE, CLP Mobile: 054-6789953

1 0

Status View?
by Jason Loven 23 Oct '06

23 Oct '06

I've hunted around in the options but apparently I'm missing it... Where's the option to turn on the Status View toolbar button? I'm referring to the view that shows all the currently non-closed tickets. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com <mailto:jloven@cainetserv.com> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/>

2 1

Print in 2.1.2 creates PDF?! And the grey background
by Wes Plate 23 Oct '06

23 Oct '06

My agent is going to kill me if I can't figure out a way to make printing tickets behave as it used to in 1.3. We don't want OTRS to create PDFs when we want to print a ticket. How can I get the Print button to present the printable layout in a window? And how can I adjust the printable layout's design so that there isn't a grey background? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 1

Microsoft SQL Server: errors on table creation
by Graham Leggett 23 Oct '06

23 Oct '06

Hi all, After trying to create tables with the otrs-schema-mssql.sql file, the attempt to create the tables bombs out with the following errors: Server: Msg 156, Level 15, State 1, Line 47 Incorrect syntax near the keyword 'system_user'. It looks like "system_user" is a reserved word of some kind. Server: Msg 170, Level 15, State 1, Line 469 Line 469: Incorrect syntax near 'MAX'. SQL server also seems to dislike the syntax VARCHAR(MAX). Which version of SQL server is supported by OTRS? Regards, Graham --

1 0

(no subject)
by shawn.beasley＠dlh.de 23 Oct '06

23 Oct '06

I am receiving the following message ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Oct 23 10:41:11 2006 Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Traceback (6589): Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 550 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Has anyone an idea why linking a FAQ to a Ticket is not working for me? Thanks for the help, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de

1 0

Errors when sending/replying to tickets
by Danie Theron 23 Oct '06

23 Oct '06

Hi , I have searched the mail list , as well as googled it provusely yet there are no clear indication as to what the solution is : We have been getting this error , at various intervals when trying to reply to tickets : [Mon Oct 23 10:11:10 2006][Error][Kernel::System::Email::SMTP::Send][97] Can't send to: [EMAIL ADDRESS]! Enable debug for more info! This seems to be intermittent , as I cannot see a clear defined criteria for this error. Please , please any help is appreciated as I am at a loss at the moment. Regards Daniel

1 0

RE: Use of ticket free text fields in responses - SOLVED
by Stelios Maistros 22 Oct '06

22 Oct '06

I am answering my own question... http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ID=70 S. >-----Original Message----- >From: Stelios Maistros [mailto:smaistros@aegean.gr] >Sent: Saturday, October 21, 2006 9:43 AM >To: 'otrs(a)otrs.org' >Subject: Use of ticket free text fields in responses > > >Hello, > >Is it possible to use the user defined ticket free text >fields, such as "TicketFreeText1" >in a response, similar to the use of "<OTRS_CUSTOMER_UserEmail>" ? > >I have a ticket free text field in which I store IP addresses >and I would like it to be included in the responses I send. > >I have tried different combinations of OTRS_TICKET_FREE, etc, >but it does not seem to work. > >Any ideas ? > >Thank you, > >Stelios > > > > >

1 0

OTRS with CAS SSO
by Chris Roffler 21 Oct '06

21 Oct '06

Has anyone implemented SSO with CAS from Yale ? Thanks Chris

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Ticket thread on one page.
by Грунау Андрей 21 Oct '06

21 Oct '06

Hi, I've got a question: When I select some ticket from a queue, I get to the page with the one message of the ticket thread. But when ticket consists of several messages, I have to click on each line to read all messages one by one. Is there any way to see the whole ticket thread on one page and just to scroll between messages? Thank you for your help! Andrey.

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Use of ticket free text fields in responses
by Stelios Maistros 21 Oct '06

21 Oct '06

Hello, Is it possible to use the user defined ticket free text fields, such as "TicketFreeText1" in a response, similar to the use of "<OTRS_CUSTOMER_UserEmail>" ? I have a ticket free text field in which I store IP addresses and I would like it to be included in the responses I send. I have tried different combinations of OTRS_TICKET_FREE, etc, but it does not seem to work. Any ideas ? Thank you, Stelios

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Installation on Windows using IIS and MS SQL Server
by David Violino 21 Oct '06

21 Oct '06

Has anyone setup OTRS using IIS and MS SQL Server instead of the builtin Apache and MySQL? Can you provide detailed steps? Thanks

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Re: [otrs] OTRS and Oracle
by Chris Roffler 20 Oct '06

20 Oct '06

Yup, RTFM ...... I am so sorry about this I will give it a roll tomorrow ! One more question for you guys, I am usining CAS from Yale, has anybody implemented this with OTRS ! Thanks Chris > [Original Message] > From: Gerold Gruber <Gerold.Gruber(a)edv2g.de> > To: User questions and discussions about OTRS.org <otrs(a)otrs.org> > Date: 10/21/2006 12:22:01 AM > Subject: Re: [otrs] OTRS and Oracle > > Chris Roffler wrote: > Hi Chris, > > > Peter, > > I am not a perl guy .... > > > > Here is the setup in Defaults.pm > > > > Is there something else I need to setup ? > afaik (still running 1.2 ;-) ) Kernel/Config/Defaults.pm contains the > defaults (and samples for all possible settings) and should never be > changed, as the note in the beginning of the file reads. > > Your actual configured settings should be located in Kernel/Config.pm > > > > > > > Thanks > > Chris > > hth > > Gerold > _______________________________________________ > 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/

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RE: [otrs] OTRS and Oracle
by Peter van Beugen 20 Oct '06

20 Oct '06

Did you create the OTRS database in Oracle?? ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Chris Roffler Verzonden: vrijdag 20 oktober 2006 17:04 Aan: otrs(a)otrs.org Onderwerp: [otrs] OTRS and Oracle I have installed OTRS out of the box ... so far so good ! I installed ldap as authentication mechanism , works ! Now I want to use Oracle as my repository for my data ..... storing tickets etc. I have installed Oracle with the DDL from OTRS. I changed all the parameters in Config.pm to point to Oracle .. at least I think so... I stop MySQL ... when I start OTRS and try to hit the login url I get an error, OTRS can't find MySQL . What am I missing here, using Oracle as a backend it still needs mySQL ? Does anybody have clear instructions what needs to be configured and where in order to have Oracle as a repository for the tickets ? Thanks Chris ________________________________ Do you Yahoo!? Get on board. You're invited <http://us.rd.yahoo.com/evt=40791/*http:/advision.webevents.yahoo.com/ma ilbeta> to try the new Yahoo! Mail.

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OTRS and Oracle
by Chris Roffler 20 Oct '06

20 Oct '06

I have installed OTRS out of the box ... so far so good ! I installed ldap as authentication mechanism , works ! Now I want to use Oracle as my repository for my data ..... storing tickets etc. I have installed Oracle with the DDL from OTRS. I changed all the parameters in Config.pm to point to Oracle .. at least I think so... I stop MySQL ... when I start OTRS and try to hit the login url I get an error, OTRS can't find MySQL . What am I missing here, using Oracle as a backend it still needs mySQL ? Does anybody have clear instructions what needs to be configured and where in order to have Oracle as a repository for the tickets ? Thanks Chris --------------------------------- Do you Yahoo!? Get on board. You're invited to try the new Yahoo! Mail.

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AW: [otrs] Upgrade to 2.1.1
by shawn.beasley＠dlh.de 20 Oct '06

20 Oct '06

Thanks, The version 2.1.2 does not have this problem any more. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Andy Lubel Gesendet: Mittwoch, 18. Oktober 2006 16:16 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Upgrade to 2.1.1 Maybe because the  Has a , which is a commenting out of code, correct? On 10/18/06 7:35 AM, "shawn.beasley(a)dlh.de" <shawn.beasley(a)dlh.de> wrote: > Hey again, > > After the upgrade to 2.1.1 it seems to be running with just a couple of bugs. > (Still not equalling Microsoft in the bug dept.) I have one specific problem, > >  > > is not showing up by Customer TicketZoom. I have looked everywhere, but I > just cannot seem to find out where this has went wrong.´ > > That means that my customers can effectively, per web, not send updates. Can > anyone help, or has someone heard of this problem. Thanks for your help. > > Vielen Dank, > > Shawn Beasley > Support - IT > LPID LPI000077664 > VERIFICATION NUMBER 3vk4xshbx6 > > LPIC - 1 > > Cargo Future Communications GmbH > Geb. 1335 > 55483 Hahn-Flughafen > > Tel. +49 6543 983 113 > Fax +49 6543 983 119 > Mobil: +49 151 12 12 8934 > Email: shawn.beasley(a)dlh.de > Web: http://www.cfc-callcenter.de > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support 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/

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[V 2.1.2] Can't use an undefined value as an ARRAY reference
by Serge ALGAROTTI 20 Oct '06

20 Oct '06

Hello, I try to install from scratch OTRS 2.1.2 with web installer or manual, I have this error when I log in the root@localhost account Software error: Can't use an undefined value as an ARRAY reference at ../..//Kernel/System/Config.pm line 141. The line is (it is on one line) : ++ push (@{$Self->{XMLConfig}},@{$Data{$Set}->[1]->{otrs_config}->[1]->{ConfigItem}}); ++ chekmodule is ok: ./otrs.checkModules CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Use of uninitialized value in sprintf at ./otrs.checkModules line 49. ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... not installed! (for PDF output - not required) Compress::Zlib ... ok It is on Debian Sarge 3.1 with Apache 2.0.59 Have you some clue ? thank for yout help Best regards -- Serge ALGAROTTI [http://www.cemef.ensmp.fr/] Ecole des Mines de Paris-CEMEF UMR CNRS n° 7635

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Auto Login - Windows
by David Hathiramani 20 Oct '06

20 Oct '06

Dear List, Is there a way to make OTRS auto-login using windows authentication if you are already logged into windows using the same username and password as you would log into OTRS with? Thanks David David Hathiramani IT Manager Eden Brown Recruitment, Training & Consultancy, Managed Services 222 Bishopsgate, London, EC2M 4QD T 020 7422 7300 F 0845 434 9573 d.hathiramani(a)edenbrown.com <mailto:d.hathiramani@edenbrown.com> www.edenbrown.com <http://www.edenbrown.com/> ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

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