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Can't get OTRS to use setting in Kernel/Config.pm
by Brad Ummer 19 Oct '06

19 Oct '06

Dear List- I'm new to OTRS and am trying to get it configured. Two things that I'd like to do seem to involve making modification to the Kernel/Config.pm file, but I can't get them to do anything. I think I've made the correct changes, but OTRS doesn't seem to be any different. First, I wanted to enable the long listing of ticket history. I followed the instructions here: http://www.mail-archive.com/otrs@otrs.org/msg02584.html and added this to my otrs/Kernel/Config.pm file: $Self->{TicketZoomExpand} = 1; Unfortunately there doesn't seem to be any difference when I zoom the ticket. A screenshot of what I'm seeing is here: http://www.fsmxserve1.com/temp20061019/OTRS_screen_v1.png I thought that each of the six messages back and forth would all be displayed on this page. Am I misunderstanding how this should be working, or am I doing something wrong? I'm also trying to alter how answers are generated when based on a response. Right now if I create a response, it appears under the Compose Answer (email) list. Thenk if I click on that response link, it displays the response template along with a quoted copy of the ticket the user submitted. I'd like it not to include the user's response at all. I followed these instructions: http://www.mail-archive.com/otrs@otrs.org/msg01541.html And inserted this into Kernel/Config.pm: $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} #$Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} $Data{"Signature"} '; I thought this would prevent the 'OrigFrom' and 'wrote' from appearing (since I have them commented out), but it didn't seem to make any difference. Again, am I misunderstanding how this should work, or am I missing something else. Thanks in advance for your help.

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Put ticket Print link in QueueView?
by Wes Plate 19 Oct '06

19 Oct '06

I would like to put a print link in Queueview, so that I don't have to first zoom in to a ticket in order to print it. How can this be done? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Remove categories from FAQ in 2.1.2?
by Wes Plate 19 Oct '06

19 Oct '06

We have just updated to OTRS 2.1.2, I want to remove an obsolete FAQ category, but when I set it to Invalid and click Update it remains as Valid. How can I disable or remove a category? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Microsoft SQL Server - how to you set it up?
by Graham Leggett 19 Oct '06

19 Oct '06

Hi all, According to all the announcements found by Google, OTRS now supports the MSSQL database, yay! The problem I am having is that this support has not seemed to make its way into any documentation of any kind. Two questions I am trying to answer are: - What perl modules are needed? - What is the value of $Self->{DatabaseDSN}? In other words, what goes after DBI:...? Regards, Graham --

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FAQ Syntax Error
by Dirk Enrique Seiffert 19 Oct '06

19 Oct '06

I am on a new install of otrs-2.1.2-01.i386.rpm with postgres on SUSE 10.1., FAQ Module version 1.08. I have some problems with the FAQ version: When I try to create a category following error apears: Message: ERROR: invalid input syntax for integer: "" , SQL: 'INSERT INTO faq_category (name, parent_id, comments, created, created_by, changed, changed_by) VALUES ('test', '', 'test', current_timestamp, 2, current_timestamp, 2)' Similar error here, versión 1.0.8 of the FAQ module with otrs-2.1.2-01.i386.rpm on SUSE 10 Traceback (22625): Module: Kernel::System::FAQ::CategoryAdd (v1.3) Line: 1227 Module: Kernel::Modules::AgentFAQ::Run (v1.6) Line: 460 Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 666 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 (http://bugs.otrs.org/show_bug.cgi?id=1372) As a workaround I created a category directly in the database. Now I am able to create subcategories and FAQ entries. But I cant see them. Apache logs show: [Thu Oct 19 11:11:05 2006] -e: DBD::Pg::st fetchrow_array failed: no statement executing [Thu Oct 19 11:11:05 2006] -e: DBD::Pg::st execute failed: ERROR: syntax error at or near "votes" at character 33 ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: linux Time: Thu Oct 19 11:11:05 2006 Message: ERROR: syntax error at or near "votes" at character 33 , SQL: 'SELECT i.id, count( v.item_id ) votes, avg( v.rate ) result FROM faq_item i LEFT JOIN faq_voting v ON v.item_id = i.id LEFT JOIN faq_state s ON s.id = i.state_id WHERE ( LOWER(i.f_subject) LIKE LOWER('%') OR LOWER(i.f_field1) LIKE LOWER('%') OR LOWER(i.f_field2) LIKE LOWER('%') OR LOWER(i.f_field3) LIKE LOWER('%') OR LOWER(i.f_field4) LIKE LOWER('%') OR LOWER(i.f_field5) LIKE LOWER('%') OR LOWER(i.f_field6) LIKE LOWER('%') ) AND (i.category_id IN (1)) AND s.type_id IN (1,3,2) GROUP BY i.id, i.f_subject, i.f_language_id, i.created, i.changed, s.name, v.item_id ORDER BY i.changed DESC LIMIT 3' Traceback (27130): Module: Kernel::System::FAQ::FAQSearch (v1.3) Line: 1940 Module: Kernel::Modules::FAQ::_GetExplorerLastCreateItems (v1.3) Line: 384 Module: Kernel::Modules::FAQ::GetExplorer (v1.3) Line: 168 Module: Kernel::Modules::AgentFAQ::Run (v1.6) Line: 875 Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 666 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 [Thu Oct 19 11:11:05 2006] -e: DBD::Pg::st fetchrow_array failed: no statement executing I tried downgrading to FAQ 1.0.6 but the result was exactly the same. Any help is appreciated. -- 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

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How to get the 'Auto Response From:' to take effect?
by s taylor 19 Oct '06

19 Oct '06

Hello. How to get the 'Auto Response From:' to take effect? I have the queues set up with the correct 'Systemaddress' which works fine. What I don't want is the 'Systemaddress' to be displayed in the 'From' of an E-mail in 'default reply' until it is known that the ticket sender is 'legitimate'. Therefore, I added a 'noreply' address in ''Auto Response From:'. For the E-mail set up in 'PostmasterPOP3' for the queue, I have for 'Dispatching', 'Dispatching by selected Queue' which also works fine. All incoming mail goes to their respective queues. How come the ''Auto Response From:' E-mail address is being ignored (not taking effect)? Thanks in advance.

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New ticket notification in cell phone as SMS
by BipinDas 19 Oct '06

19 Oct '06

Hi eveybody I do have a new requirement with otrs. I would like to send a SMS to an agent's cellphone when a new ticket is delivered to his queue. I dont know whether it is possible with OTRS 2.0.4. Does anybody go across with same requirement. Please help -- Greetings... ___________________________ Bipin Das Spectrum Softtech Solutions, 0484-4082000

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RE: OTRS Virtual Appliance
by Phil Morris 19 Oct '06

19 Oct '06

+++ REP Tarry Singh. Look forward to trying out you appliance. It's about time someone did this! Now can I have one in a Mandriva flavour please? ;p

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RE: [otrs] RE: OTRS Virtual Appliance
by Singh, T 19 Oct '06

19 Oct '06

Guys, I too first wanted to do a dapperdrake install but ran into some frustrating problems and decided to go ahead with FC4. Soon I'll try to port it to FC5. And indeed anyone can do it :-) Kind Regards/Met Vriendelijke Groet, Tarry Singh ------------------------------------------ OCP DBA 8i,9i, SQL Server 7,2k DBA ------------------------------------------ "At least two-thirds of our miseries spring from human stupidity, human malice and those great motivators and justifiers of malice and stupidity: idealism, dogmatism and proselytizing zeal on behalf of religous or political ideas.-- Aldous Huxley" -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Corne Beerse Sent: Thursday, October 19, 2006 3:52 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] RE: OTRS Virtual Appliance Phil Morris wrote: >+++ REP Tarry Singh. > >Look forward to trying out you appliance. >It's about time someone did this! > >Now can I have one in a Mandriva flavour please? ;p > > Well, I prefer Debian or Ubunto.... Gentoo would be great too.... I think it is as with all virtual appliances: you have to use what is available or build your own and if your setup was quite general, you can send in your appliance as well. I'm thankfull for the availability of this appliance. Now I can easily setup a test environment and show it around. Once it suits my needs I will make a blank installation using my own base-os. Regards Corné Beerse >----------------------------------------------------------------------- >- > >_______________________________________________ >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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LDAP lookup problem - No group entry found
by Nathan Campbell 19 Oct '06

19 Oct '06

Running the latest OTRS on Win2003: Please see the error below found in the otrs\var\logs\otrs.log file whenever I try to log in. [Tue Oct 17 13:52:04 2006][Notice][Kernel::System::Auth::LDAP::Auth] User: testuser authentication failed, no LDAP group entry foundGroupDN='CN=pscerms, OU=PSC Users, OU=PSC, DC=sub, DC=domain, DC=com', Filter='(memberUid=testuser)'! (REMOTE_ADDR: 10.1.4.105). I have no idea why the log would say that no LDAP group is found. I use ldp in Windows to search the Active Directory tree and do a direct copy of the DN info found there into the variable sting in the config file. I am using a domain admin account for the SearchUserDN settings, so it shouldn't be a search authentication issue. The group is there in Active Directory and the user is in the group. Config.pm ------------------------------------------------------------------------ ----- $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'x.x.x.x'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=sub, dc=domain, dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'CN= pscerms, OU=PSC Users, OU=PSC, DC=corporate, DC=dalsym, DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=FirstName LastName, OU=IT Users, OU=IT, DC=sub, DC=domain, DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; Config.pm ------------------------------------------------------------------------ ----- 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/>

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Virtual Appliance for OTRS: Calling out to the OTRS team
by Singh, T 19 Oct '06

19 Oct '06

Hehe sure Phil! I will be starting an oficial oferings/services (free so don't panic!) and OTRS and SIRIOS will come in a lot of flavors. Among other offerings which will be primarily meant for: --Educational secotr (High and K-12) --SMB So hang on. Soon I will (together with my partner) announce our new venture. We are working hard on design, layout, strategy, etc and soon we will launch our offerings! Keep watching by blog: http://tarrysingh.blogspot.com NOTE for OTRS team: By the way, if the OTRS team is listening as well, I'd like to talk to some guys who are intrested in promoting OTRS/SIRIOS in Africa, Asia. I will be travelling to Africa next week an I will do a demo on OTRS. So please contact me and I can push your presentation slides out there. Kind Regards/Met Vriendelijke Groet, Tarry Singh ------------------------------------------ OCP DBA 8i,9i, SQL Server 7,2k DBA ------------------------------------------ "At least two-thirds of our miseries spring from human stupidity, human malice and those great motivators and justifiers of malice and stupidity: idealism, dogmatism and proselytizing zeal on behalf of religous or political ideas.-- Aldous Huxley" -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Phil Morris Sent: Thursday, October 19, 2006 11:47 AM To: otrs(a)otrs.org Subject: RE: OTRS Virtual Appliance +++ REP Tarry Singh. Look forward to trying out you appliance. It's about time someone did this! Now can I have one in a Mandriva flavour please? ;p

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AW: [otrs] Upgrade to 2.1.1
by shawn.beasley＠dlh.de 18 Oct '06

18 Oct '06

Hi Andy, so is the code that was unchanged by me, and is found in my CustomerTicketZoom.pl Is this not correct?  <hr> <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="CustomerTicketZoom"> <input type="hidden" name="Subaction" value="Store"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> <input type="hidden" name="ArticleID" value="$QData{"Article::ArticleID"}"> <input type="hidden" name="FormID" value="$QData{"FormID"}"> <table border="0" width="100%"> <tr> <td class="contentkey" width="15%">$Text{"Subject"}:</td> <td class="contentvalue" width="85%"><input type="text" name="Subject" value="$QData{"Subject"}" size="70"></td> </tr> <tr> <td class="contentkey">$Text{"Text"}:</td> <td class="contentvalue"><textarea name="Body" rows="15" cols="$Config{"Ticket::Frontend::TextAreaNote"}" wrap="$Env{"BrowserWrap"}">$QData{"Body"}</textarea></td> </tr> <tr> <td class="contentkey">$Text{"Attachment"}:</td> <td class="contentvalue"> <table cellspacing="0" cellpadding="0" width="400"> 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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Upgrade to 2.1.1
by shawn.beasley＠dlh.de 18 Oct '06

18 Oct '06

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

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RE: [otrs] 2.1.1 in Internet Explorer
by Peter van Beugen 18 Oct '06

18 Oct '06

It will be fixed in 2.1.2, which will be released today? >From CVS: 2.1.2 (2006/10/18) - (2006/10/13) switched to md5 check sum for password in user_preference table - (2006/10/12) fixed #1373 - RH RPM requires sendmail, but works with other MTAs - (2006/10/12) fixed double agent notifications on follow up if agent is owner and responible - (2006/10/12) fixed bug #1311 - Apostrophes are incorrectly displayed under IE 6 & IE7 but correctly displayed under Firefox 1.5.0.6 -=> moved from $Text{} to $JSText{} for text translations in Java Script parts to have a correct quoting - (2006/10/11) fixed not shown follow up feature in customer panel if ticket is closed - (2006/10/09) added missing customer print feature - (2006/10/05) fixed bug #1361 - Can't locate object method "ModGet" via Regards, Peter van Beugen ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Andreas.Plaul(a)jpn.tuv.com Verzonden: woensdag 18 oktober 2006 7:45 Aan: otrs(a)otrs.org Onderwerp: [otrs] 2.1.1 in Internet Explorer Hi everybody, I have two systems, one is OTRS 2.1.1 (productive) and one is OTRS 2.0.4 (test) I have a problem when I am using OTRS 2.1.1 with Internet Explorer and character " ' " is replaced by ' in all webpages (Ticket views, Sysconfig pages). In other browsers there is no problem (Opear, Firefox, Mozilla). Also in OTRS 2.0.4 everything is fine. So it looks like a change in the apache, any ideas? Best Regards Andreas -- This message has been scanned for viruses and malicious content by TUV Rheinland Japan's perimeter scanner, and is believed to be clean.

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Active Directory integration charset
by BATARD Olivier 18 Oct '06

18 Oct '06

Hi list, I've setup Otrs 2.1.1 with active directory integration. Integration works fine, but in french, I've a problem with special caractères like this : Assistante CrÃ©ation / Transmission in place of Assistante Création / Transmission I've tried a solution in http://bugs.otrs.org/show_bug.cgi?id=1056, changing charset in Config.pm to utf-8 does'nt work. Any Ideas ? Is it a bug ? Thanks Olivier BATARD Service Informatique CMALA Tel : 02 51 13 83 74 TP : 06 79 66 17 29

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email when escalation time is 0
by Mamakwa M. Sefiri 18 Oct '06

18 Oct '06

Good day Is it possible to configure the system to send supervisor an email when the call escalation is 0. Please advice Thanks in advance

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2.1.1 in Internet Explorer
by Andreas.Plaul＠jpn.tuv.com 18 Oct '06

18 Oct '06

Hi everybody, I have two systems, one is OTRS 2.1.1 (productive) and one is OTRS 2.0.4 (test) I have a problem when I am using OTRS 2.1.1 with Internet Explorer and character " ' " is replaced by ' in all webpages (Ticket views, Sysconfig pages). In other browsers there is no problem (Opear, Firefox, Mozilla). Also in OTRS 2.0.4 everything is fine. So it looks like a change in the apache, any ideas? Best Regards Andreas -- This message has been scanned for viruses and malicious content by TUV Rheinland Japan's perimeter scanner, and is believed to be clean.

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MySQL Error
by Nicolas Karlinski 17 Oct '06

17 Oct '06

Hello there, I am having an issue with attaching some files to some ticket. In my last example, the file is 3.5 MB. When we restore the production db to our development server , I can attach the doc without a problem( Both servers are suppose to be identical, obviously, they are not..). Following is the error: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO web_upload_cache (form_id, filename, content_type, content_size, content, create_time_unix) VALUES ('1161117809.1227829.26264007', 'Amy Miller - card.doc', 'application/msword', '3305984', ?, 1161117816)' The max_allowed_packet setting is currently set to 16 Mb on both server. We think it is something related to the web_uload_cache table but this is just a guess. Does anyone has an idea of what could cause this issue? Thanks in advance. NICOLAS KARLINSKI Operation Manager ARKADIN GLOBAL AUDIO & DATA CONFERENCING One Penn Plaza, Suite 2200 New York, NY 10119 Tel: 646-495-7608 Fax: 212-594-1910 Web: www.arkadin.com

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Help neede on Searching
by Johan Gotting 17 Oct '06

17 Oct '06

Hi, I'm trying to figure out how to perform a more advanced search in the Subject and Free text field of the search panel. Is it possible to do a boolean search including AND, OR operators? What is the syntax in that case? I've been trying to find documentation on this subject both in this list and on the documentation pages of OTRS without luck. Thanks in advance! /Johan

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E-mail into queue - how to debug?
by Marek Jedryszek 17 Oct '06

17 Oct '06

Hi, I would like to have an incoming mail to be routed to a queue based on the e-mail destination address. Env.: - OTRS 2.1.1 - Solaris 10 I have created a queue QUEUE1 Than, in Misc -> PostMaster Filter I have created a filter: MATCH: Header1: To Value: adm(a)myhost.com SET: Header 1: X-OTRS-Queue Value: QUEUE1 When I send an e-mail to adm(a)myhost.com, the mail can reach the destination fine, and I see it in the adm user mailbox, yet nothing in the queue. How I can check if the filter is working correctly? Or maybe I am missing some additional setup? Regards, -marek

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RE: [otrs] One question...
by Peter van Beugen 17 Oct '06

17 Oct '06

http://doc.otrs.org/2.0/en/html/ B.2.8. Core::TicketWatcher B.2.8.1. Ticket::Watcher Description Value Description: Enable or disable the ticket watcher feature. Group: Ticket SubGroup: Core::TicketWatcher Valid: 1 Required: 1 Config-Setting: $Self->{'Ticket::Watcher'} = '0'; B.2.4.8. Ticket::Responsible Description Value Description: Enable ticket responsible feature. Group: Ticket SubGroup: Core::Ticket Valid: 1 Required: 0 Config-Setting: $Self->{'Ticket::Responsible'} = '0'; Regards. Peter ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Maurizio Pederneschi Verzonden: dinsdag 17 oktober 2006 11:33 Aan: otrs(a)otrs.org Onderwerp: [otrs] One question... Hi, I'm a newbie of OTRS and I would want know if exist a User Guide of this product. Look at the attached image: Where I must define "owner" and "responsible"? The listbox is empty... Thank's, Maury P.S.: There is some italian that use OTRS?

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AW: [otrs] How to stop running Postmaster process ?
by shawn.beasley＠dlh.de 17 Oct '06

17 Oct '06

Hello Bipin, try crontab -e -u otrs and then just comment out the Popmaster line in the crontab 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 BipinDas Gesendet: Dienstag, 17. Oktober 2006 12:57 An: User questions and discussions about OTRS.org Betreff: [otrs] How to stop running Postmaster process ? Hi No incoming mails to my queues. The /var/log/messages shows the following error. How can I stop the running postmaster process?. I had tried ./PostmasterPOP3.pl -f 1, but the problem still exists. Please help. Oct 17 16:27:07 otrs OTRS-PM3-10[2077]: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (yourhost.example.com/1837) -- Greetings... ___________________________ Bipin Das Spectrum Softtech Solutions, 0484-4082000 _______________________________________________ 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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Setup Question: Skipping past part 2of installer.pl ?
by Dominic Marks 17 Oct '06

17 Oct '06

Hello, I'm in the process of setting up OTRS to have a play with it. I've been following the documentation and reached part 2 of installer.pl. I setup my database (MySQL) on a remote machine, but I did it by manually importing the SQL. Now I need to: 1. Install a system user. I've looked at just adding in a user via phpMyAdmin but I'm not sure if this is a great idea, or what the format is some of the fields is (password for example). 2. Tell installer.pl that part 2 is done and step to the next parts. I've configured Kernel/Config.pm to point at my database and that seems fine. Accessing index.pl everything comes up ok, but obviously I can't log in with no user to use. Tips much appreciated! -- Dominic

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Upgrade from 2.0.4 to 2.1 on Windows platform
by Eugene Colesnicov 17 Oct '06

17 Oct '06

Please help me to upgrade OTRS from 2.0.4 to 2.1 on a Windows platform (Windows2003). When I try to install 2.1 on top of (above) 2.0.4, OTRS instalator said, that find an installed apache service ... Maybe I should make backup of database 2.0.4, uninstall 2.0.4, and after install 2.1.1 and restore database? Ok, but how I can backup mysql database on a windows platform? I read OTRS documentation - all examples describe linux versions ... And as I understand, also need some upgrade to database ... -- Best Regards Eugene Colesnicov

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Ldap Auth does not work after upgrade
by Martin Hochreiter 17 Oct '06

17 Oct '06

Hi! I upgraded 2.0 to 2.1 according to the UPGRADING File. Afterwards I copied the Kernel/Config.pm to the new Kernel/ and restarted all. Now Ldap Auth does not work: Tue Oct 17 11:24:20 2006][Error][Kernel::System::Auth::LDAP::Auth][125] First bind failed! No password, did you mean noauth or anonymous ? Any hint for me? lg Martin

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One question...
by Maurizio Pederneschi 17 Oct '06

17 Oct '06

Hi, I'm a newbie of OTRS and I would want know if exist a User Guide of this product. Look at the attached image: Where I must define "owner" and "responsible"? The listbox is empty... Thank's, Maury P.S.: There is some italian that use OTRS?

2 1

Installation on Oracle 9.2
by EXT / CAP GEMINI LEBLANC Bastien 17 Oct '06

17 Oct '06

Hi, I am trying to install OTRS 2.1 for my client under Oracle 9.2. The problem comes with the initial insert script. All the insert statements are based on the "AUTO_INCREMENT" status of the tables. But this doesn't exist in Oracle. I found one mail in the mailing list archives about someone writing a patch. My question is, is there someone who allready wrote a patch for these insert (and maybe also for the rest of the code?) Second question, do you recommand using Oracle anyway? Thank you for your answer Regards, Bastien Leblanc - Peoplesoft Administrator CAPGEMINI

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RE: [otrs] Nagios integration
by Bartsch, Martin msg asp gmbh 17 Oct '06

17 Oct '06

> > Howdy all. > I've been looking through the list archives and can't find a > solution. Does > anyone have any recommendations for otrs integration with nagios? > > I've seen perl scripts posted about using an ssh connection to call > genericappication.pl, but it seems so much cleaner to use > postmaster filters > if possible. > > What is required is that when nagios send's an email to otrs, > it opens a new > ticket as always. If the problem persists and nagios sends a > reminder email, > a new ticket is not created but the new communication is > appended to the > existing ticket as a note. Once the problem is solved, nagios > sends off a > recovery email and that ticket is then closed. In my opinion the problem with nagios is, that nagios have to manage the OTRS ticket number per nagios problem so that nagios can send a next mail to the ticket system with the OTRS ticket number in the subject. If the problem in nagios closed, nagios could send an closing mail with an special subject e.g. "NAGIOS CLOSE" an you create an generic agent that closed all tickets from nagios@domain with the subject NAGIOS CLOSE. Martin

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# (take care that Net::LDAP is installed!)
by Nathan Campbell 17 Oct '06

17 Oct '06

I have found the LDAP configuration script and the settings module in the defaults.pm file. The defaults.pm file has a comment: # (take care that Net::LDAP is installed!) How do I verify this? 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/>

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AW: [otrs] After we upgrade to OTRS 2.1.1, OTRS apache service could not start success
by shawn.beasley＠dlh.de 17 Oct '06

17 Oct '06

Please look in /var/log/apache2/error_message and see if your problem is similar to my bug report http://bugs.otrs.org/show_bug.cgi?id=1382 if it is you can recover the perl modules from the .tar file. Vielen Dank, Shawn Beasley Support �C IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Urspr��ngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Zhang Wayne Gesendet: Dienstag, 17. Oktober 2006 04:00 An: OTRS(a)OTRS.org Betreff: [otrs] After we upgrade to OTRS 2.1.1,OTRS apache service could not start success Can't load Perl file: C:/OTRS/otrs/scripts/apache2-perl-startup.pl for server _________________________________________________________________ ��ѽ��н��ʹ�� MSN Messenger: http://messenger.msn.com/cn _______________________________________________ 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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What is this: warn: config: created user preferences file:...
by s taylor 17 Oct '06

17 Oct '06

Hello. What does this message mean? It was a Cron message from PostMasterPOP3.pl. I just added a new queue and sent a new [test] message from my E-mail client NOT via the web interface. ~~~~~~~~~~~~~~~~~~~~~ warn: config: created user preferences file: opt/.spamassassin/user_prefs ~~~~~~~~~~~~~~~~~~~~~ Thanks in advance.

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After we upgrade to OTRS 2.1.1, OTRS apache service could not start success
by Zhang Wayne 17 Oct '06

17 Oct '06

Can't load Perl file: C:/OTRS/otrs/scripts/apache2-perl-startup.pl for server _________________________________________________________________ 与联机的朋友进行交流，请使用 MSN Messenger: http://messenger.msn.com/cn

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Nagios integration
by Christian McHugh 16 Oct '06

16 Oct '06

Howdy all. I've been looking through the list archives and can't find a solution. Does anyone have any recommendations for otrs integration with nagios? I've seen perl scripts posted about using an ssh connection to call genericappication.pl, but it seems so much cleaner to use postmaster filters if possible. What is required is that when nagios send's an email to otrs, it opens a new ticket as always. If the problem persists and nagios sends a reminder email, a new ticket is not created but the new communication is appended to the existing ticket as a note. Once the problem is solved, nagios sends off a recovery email and that ticket is then closed. Any ideas? Thanks, Christian McHugh

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RE: [otrs] # (take care that Net::LDAP is installed!)
by Nathan Campbell 16 Oct '06

16 Oct '06

Thank you, however, I did read the documentation and that was the point of my question. There is no information on pages 89 - 100 as to where these .pm files are located. I was able to find them on my own after posting. Also, I should have noted that my setup is Win32 and although the manual does indicate on page 14 that "perl with all needed modules and cron for Windows will be installed" - my question was how do I verify that it is? Thank you again for the help though! Nathan Campbell Systems Administrator Dallas Symphony Association n.campbell(a)dalsym.com <mailto:n.campbell@dalsym.com> 214-871-4026 http://www.dallassymphony.com <http://www.dallassymphony.com/> _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Monday, October 16, 2006 4:17 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] # (take care that Net::LDAP is installed!) http://doc.otrs.org/2.1/en/html/x305.html - for this question. http://doc.otrs.org/2.1/en/html/x1436.html - for the LDAP one you had before. I want to encourage all posters to please read the documentation before posting! Thanks in advance, Andy Lubel On 10/16/06 5:12 PM, "Nathan Campbell" <n.campbell(a)DalSym.com> wrote: I have found the LDAP configuration script and the settings module in the defaults.pm file. The defaults.pm file has a comment: # (take care that Net::LDAP is installed!) How do I verify this? Thanks Nathan Campbell Systems Administrator Dallas Symphony Association n.campbell(a)dalsym.com <mailto:n.campbell@dalsym.com> <mailto:n.campbell@dalsym.com> 214-871-4026 http://www.dallassymphony.com <http://www.dallassymphony.com/> <http://www.dallassymphony.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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Connecting to LDAP
by Nathan Campbell 16 Oct '06

16 Oct '06

I see in the manual how I need to modify the scripts to access LDAP (Active Directory in my case) but do not see any info on how to access these scripts. Also, will they need to be recompiled, etc.. Or, is there a method of doing this through the front-end? 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/>

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Customer Groups and Web requests
by Kayra Otaner 16 Oct '06

16 Oct '06

Hello, I've searched documentation about 'CustomerGroupSupport' feature but couldn't find answer to what I'm looking for.We've recently upgraded from 1.3.2 to 2.0.4. Everything seems fine but when a customer creates a ticket through web interface, no agent notifications are sent. I've checked bunch of different places and noticed that it only happens when I enable 'CustomerGroupSupport'. Before we were also using customer grouping and agent notifications were fine for customer web interfaces. But now since the upgrade no notification is being sent for customer web tickets. If I disable customer grouping, agent notifications are sent fine My current settings : $Self->{CustomerGroupSupport} = 1; $Self->{CustomerGroupAlwaysGroups} = ['users', 'info']; Any ideas on why and how to fix it? Kayra Otaner

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RE: [otrs] How to increase email size ?
by Cyril Picat 16 Oct '06

16 Oct '06

Hi, I had the same problem earlier and I first ran into new errors by modifying Config.pm with $Self->{'PostMasterPOP3MaxEmailSize'} = 1024 * 10; and not modifying SQL option max_allowed_packet. Now I have also modified /etc/my.cnf, everything is working propoerly, thanks. But I have still a related question. Is there a way to be notified if an email which size is greater than the PostMaster limit is fetched ? At this time, there is an error in the OTRS logs but it would be nice if the customer automatically received an email saying his attachement was too big. I am sure you can do this by modifying the .pl script but I am wondering if anyone has already done it. Thanks, Cyril -----Original Message----- Date: Mon, 16 Oct 2006 09:21:17 +0200 From: "Bartsch, Martin msg asp gmbh" <martin_bartsch(a)msg-systems.com> Subject: RE: [otrs] How to increase email size ? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <3966C837370DEB4C9A58B5F3525F62C10107911D(a)mas-1cgn.maswd1.cgn.msg.de> Content-Type: text/plain; charset="iso-8859-1" If you use postfix, set up message_size_limit /etc/postfix/main.cf # 20 MB message_size_limit = 20480000 Then check your /etc/my.cf to store the mail /etc/my.cnf max_allowed_packet = 20M rcmysql restart Mit freundlichen Gr|_en / Kind regards Martin Bartsch Senior IT-Berater msg application service providing gmbh Venloer Stra_e 25 - 27 D-50672 Kvln Tel.: +49 221 49293-369 Fax: +49 221 49293-4369 mailto:martin_bartsch@msg-systems.com http://www.msg-asp.de -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.408 / Virus Database: 268.13.4/476 - Release Date: 14/10/2006

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Upgrade to 2.1.1
by shawn.beasley＠dlh.de 16 Oct '06

16 Oct '06

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

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Auth in 2 groups
by Guillaume Rehm 16 Oct '06

16 Oct '06

Hi list, My techs are in 2 Active Directory groups. I whant each tech can access to otrs application. In Config.pm I have this line : $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=grp1,ou=MyOU,dc=domain,dc=local'; What is the syntax to had 2 groups. I have try this but don't works: $Self->{'AuthModule::LDAP::GroupDN'} = '(|(cn=grp1)(cn=grp2)),ou=MyOU,dc=domain,dc=local'; I want that only these 2 groups can access to the tech interface. Anyone have an idea ? Thanks in advance and Best Regards, -- Guillaume REHM Service Informatique Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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DefaultCharset
by Asfihani 16 Oct '06

16 Oct '06

Helo, How to handle newline in new ticket which is submitted via email? I always got the following: From: asfik(a)domain.tld To: test(a)domain.tld Subject: test \ntest\n\ntest\n\ntest\n\n\n\n I have try change DefaultCharset to iso-8859-1 or utf-8, but it doesn't help. Thank you, -- Asfihani

2 3

Invalid Session Id
by franck.lamas＠stp-presse.fr 16 Oct '06

16 Oct '06

3 2

RE: [otrs] How to increase email size ?
by Bartsch, Martin msg asp gmbh 16 Oct '06

16 Oct '06

If you use postfix, set up message_size_limit /etc/postfix/main.cf # 20 MB message_size_limit = 20480000 Then check your /etc/my.cf to store the mail /etc/my.cnf max_allowed_packet = 20M rcmysql restart Mit freundlichen Grüßen / Kind regards Martin Bartsch Senior IT-Berater msg application service providing gmbh Venloer Straße 25 - 27 D-50672 Köln Tel.: +49 221 49293-369 Fax: +49 221 49293-4369 mailto:martin_bartsch@msg-systems.com http://www.msg-asp.de > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of BipinDas > Sent: Saturday, October 14, 2006 11:20 AM > To: User questions and discussions about OTRS.org > Subject: [otrs] How to increase email size ? > > > Hi all > My system log gives me the following error. Please let me know how to > increase the size of the mail. > > Message: Can't fetch email 1 from > ticket@spectrum.net.in@mail.spectrum.net.in. Email to big (10939 KB - > max 6144 KB) > > Thanks in advance > > -- > Greetings... > ___________________________ > Bipin Das > Spectrum Softtech Solutions, > 0484-4082000 > > _______________________________________________ > 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 Digest, Vol 39, Issue 34
by Keith Turner 15 Oct '06

15 Oct '06

I looked into it, but IIRC there is a blocker in the way a field is named that requires extensive customization - my vague memory is that one of the names is a protected system malue in SS. Keith On 10/15/06, otrs-request(a)otrs.org <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Installation on Windows using IIS and MS SQL Server > (David Violino) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 14 Oct 2006 15:50:36 -0400 > From: "David Violino" <daviolino(a)gmail.com> > Subject: [otrs] Installation on Windows using IIS and MS SQL Server > To: otrs(a)otrs.org > Message-ID: > <2f1c3cae0610141250w273cbc43q4672b4644cfd7eb7(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > 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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How to increase email size ?
by BipinDas 14 Oct '06

14 Oct '06

Hi all My system log gives me the following error. Please let me know how to increase the size of the mail. Message: Can't fetch email 1 from ticket@spectrum.net.in@mail.spectrum.net.in. Email to big (10939 KB - max 6144 KB) Thanks in advance -- Greetings... ___________________________ Bipin Das Spectrum Softtech Solutions, 0484-4082000

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queueview - show only open|new tickets
by Alex Mihicinac 13 Oct '06

13 Oct '06

Hi all, is it possible, to "hide" pending tickets in queue? ...to have only new and open tickets in queueview. Best regards, Alex

3 5

RE: [otrs] Is PATCH available for "'" [Bug 1311] v.2.1.1?
by Peter van Beugen 13 Oct '06

13 Oct '06

I thought I saw it in CVS yesterday -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens s taylor Verzonden: donderdag 12 oktober 2006 20:36 Aan: otrs(a)otrs.org Onderwerp: [otrs] Is PATCH available for "'" [Bug 1311] v.2.1.1? Hello. Is PATCH available for "'" [Bug 1311] v.2.1.1? If so, where can I find it? Having it now is very important. 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/

2 1

FQDN?
by Jason Loven 13 Oct '06

13 Oct '06

Is it not possible to change the OTRS system FQDN from inside the config? Every time I change it, it reverts back to the local host FQDN which is a private FQDN which I would prefer not to have exposed. 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 <mailto:support@cainetserv.net> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/>

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RE: [otrs] Cannot login after fresh install!
by Singh, T 13 Oct '06

13 Oct '06

Thanks Nils! My Bad, should have spent more time reading all that :-) Kind Regards/Met Vriendelijke Groet, Tarry Singh ------------------------------------------ OCP DBA 8i,9i, SQL Server 7,2k DBA ------------------------------------------ "At least two-thirds of our miseries spring from human stupidity, human malice and those great motivators and justifiers of malice and stupidity: idealism, dogmatism and proselytizing zeal on behalf of religous or political ideas.-- Aldous Huxley" -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Friday, October 13, 2006 4:18 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Cannot login after fresh install! Singh, T wrote: > And thanks for the quick reply. Why do I have to do @localhost? Because that's the default admin account. Just read the manual, it's in there: http://doc.otrs.org/2.1/en/html/x624.html Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

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OTRS 2.0.4 performance (update)
by Jason Loven 13 Oct '06

13 Oct '06

Just thought I'd follow up on my earlier posting regarding performance... I moved my OTRS 2.0.4 installation to a new server. I provisioned a VMWare virtual server and put in CentOS4 and the v2.0.4 RPM on it. In order to keep the installation as clean as possible I did a fresh install of 2.0.4 and then just restored the database from my old server to the new one. I do have to say the performance now that mod_perl is working is MUCH improved although this is also due in some part to the fact that this VM host server is a much heartier machine than the old dedicated box we had OTRS running on. All seems to be running well although I had lost some of my custom config settings in the transition. Nothing major and I'm happier to have a clean/fresh install from which to work/upgrade going forward. 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 <mailto:support@cainetserv.net> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/>

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RE: [otrs] Cannot login after fresh install!
by Singh, T 13 Oct '06

13 Oct '06

Cool Jase! And thanks for the quick reply. Why do I have to do @localhost? Kind Regards/Met Vriendelijke Groet, Tarry Singh ------------------------------------------ OCP DBA 8i,9i, SQL Server 7,2k DBA ------------------------------------------ "At least two-thirds of our miseries spring from human stupidity, human malice and those great motivators and justifiers of malice and stupidity: idealism, dogmatism and proselytizing zeal on behalf of religous or political ideas.-- Aldous Huxley" -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jase Critchley Sent: Friday, October 13, 2006 4:03 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Cannot login after fresh install! Try: Username: root@localhost Password root or otrs Jase Critchley Technical Director SwitchSupport +44 (0) 845 094 0810 office +44 (0) 845 094 0811 fax +44 (0) 789 444 2068 mobile jase.critchley(a)switchsupport.co.uk http://www.switchsupport.co.uk <http://www.switchsupport.co.uk/> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Singh, T Sent: 13 October 2006 14:59 To: User questions and discussions about OTRS.org Subject: [otrs] Cannot login after fresh install! Importance: High Hi all, My first post here! Situation: ------------- Fedora Core 5 OTRS 2.1.1 MySQL Apache I have followed all theese steps to install it on FC: * download 2.1.1 from Redhat * Install it * start apache and mysql (in mysql I did only this step: sudo /usr/bin/mysqladmin -u root password mypassword * start otrs * go to my login page http://myipadress/otrs/index.pl and I am at a loss to understand what user to type in. I have tried root/password otrs/password btu it doesn't help any ideas? Kind Regards/Met Vriendelijke Groet, Tarry Singh ------------------------------------------ OCP DBA 8i,9i, SQL Server 7,2k DBA ------------------------------------------ "At least two-thirds of our miseries spring from human stupidity, human malice and those great motivators and justifiers of malice and stupidity: idealism, dogmatism and proselytizing zeal on behalf of religous or political ideas.-- Aldous Huxley"

3 2

RE: [otrs] Cannot login after fresh install!
by Singh, T 13 Oct '06

13 Oct '06

That explains it! Thanks Jase Kind Regards/Met Vriendelijke Groet, Tarry Singh ------------------------------------------ OCP DBA 8i,9i, SQL Server 7,2k DBA ------------------------------------------ "At least two-thirds of our miseries spring from human stupidity, human malice and those great motivators and justifiers of malice and stupidity: idealism, dogmatism and proselytizing zeal on behalf of religous or political ideas.-- Aldous Huxley" -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jase Critchley Sent: Friday, October 13, 2006 4:12 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Cannot login after fresh install! Its just the initial logon upon setup. All other uses after that don't have @localhost on the end of it. J. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Singh, T Sent: 13 October 2006 15:08 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Cannot login after fresh install! Cool Jase! And thanks for the quick reply. Why do I have to do @localhost? Kind Regards/Met Vriendelijke Groet, Tarry Singh ------------------------------------------ OCP DBA 8i,9i, SQL Server 7,2k DBA ------------------------------------------ "At least two-thirds of our miseries spring from human stupidity, human malice and those great motivators and justifiers of malice and stupidity: idealism, dogmatism and proselytizing zeal on behalf of religous or political ideas.-- Aldous Huxley" -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jase Critchley Sent: Friday, October 13, 2006 4:03 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Cannot login after fresh install! Try: Username: root@localhost Password root or otrs Jase Critchley Technical Director SwitchSupport +44 (0) 845 094 0810 office +44 (0) 845 094 0811 fax +44 (0) 789 444 2068 mobile jase.critchley(a)switchsupport.co.uk http://www.switchsupport.co.uk <http://www.switchsupport.co.uk/> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Singh, T Sent: 13 October 2006 14:59 To: User questions and discussions about OTRS.org Subject: [otrs] Cannot login after fresh install! Importance: High Hi all, My first post here! Situation: ------------- Fedora Core 5 OTRS 2.1.1 MySQL Apache I have followed all theese steps to install it on FC: * download 2.1.1 from Redhat * Install it * start apache and mysql (in mysql I did only this step: sudo /usr/bin/mysqladmin -u root password mypassword * start otrs * go to my login page http://myipadress/otrs/index.pl and I am at a loss to understand what user to type in. I have tried root/password otrs/password btu it doesn't help any ideas? Kind Regards/Met Vriendelijke Groet, Tarry Singh ------------------------------------------ OCP DBA 8i,9i, SQL Server 7,2k DBA ------------------------------------------ "At least two-thirds of our miseries spring from human stupidity, human malice and those great motivators and justifiers of malice and stupidity: idealism, dogmatism and proselytizing zeal on behalf of religous or political ideas.-- Aldous Huxley"

1 0

Cannot login after fresh install!
by Singh, T 13 Oct '06

13 Oct '06

Hi all, My first post here! Situation: ------------- Fedora Core 5 OTRS 2.1.1 MySQL Apache I have followed all theese steps to install it on FC: * download 2.1.1 from Redhat * Install it * start apache and mysql (in mysql I did only this step: sudo /usr/bin/mysqladmin -u root password mypassword * start otrs * go to my login page http://myipadress/otrs/index.pl and I am at a loss to understand what user to type in. I have tried root/password otrs/password btu it doesn't help any ideas? Kind Regards/Met Vriendelijke Groet, Tarry Singh ------------------------------------------ OCP DBA 8i,9i, SQL Server 7,2k DBA ------------------------------------------ "At least two-thirds of our miseries spring from human stupidity, human malice and those great motivators and justifiers of malice and stupidity: idealism, dogmatism and proselytizing zeal on behalf of religous or political ideas.-- Aldous Huxley"

2 1

Costumize customer frontend
by Luis Osorio 13 Oct '06

13 Oct '06

Hi everyone, I've browsed the manual and googled for info on how to customize the customer frontend but didn't find was I was looking for. Is it possible to add additional drop downs menus and/or user defined fields to the new ticket page? Thank in advance, Regards,

1 0

New Message For unlocked tickets
by David Hathiramani 13 Oct '06

13 Oct '06

Dear All, Is there a way on the queueview that it can be flagged that a particular ticket has a new message against it if the ticket is unlocked? Agents currently miss these unlocked tickets. We are using 2.03 Thanks David David Hathiramani IT Manager Eden Brown Recruitment, Training & Consultancy, Managed Services ****************************************************************** 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

Calendar for OTRS 2.1.1
by Patric Trollope 13 Oct '06

13 Oct '06

Hi guys, Is there a calendar opm package available for OTRS 2.1.1 ? I have not had any luck finding one, every package I have found has been for the incorrect framework, and given me "Error: Sorry, can't install package, because package is not for your Framework!!" The online repository only shows me the FAQ package, which I already have installed. Thanks in advance! Patric

1 0

(no subject)
by Zhang Wayne 13 Oct '06

13 Oct '06

In new verison, when I logon in the system, I could not see any queue view information for below error information Software error: Can't use an undefined value as an ARRAY reference at C:/OTRS/otrs//Kernel/Modules/AgentTicketQueue.pm line 584. For help, please send mail to the webmaster (admin(a)your-domain.com) giving this error message and the time and date of the error. _________________________________________________________________ 与联机的朋友进行交流，请使用 MSN Messenger: http://messenger.msn.com/cn

1 0

bin/UnitTest.pl
by Alexander Scholler 13 Oct '06

13 Oct '06

Hi, does anybody of you have experience with bin/UnitTest.pl available in v2.1.1 (perhaps be careful with use in your productive otrs-installation?) I think my OTRS-installation works fine, but just 40% of the steps done return TestOK. Bye, Alex

1 0

RE: [otrs] After I install new version, I could not modify any system config for below erro
by Peter van Beugen 12 Oct '06

12 Oct '06

It is fixed in CVS http://cvs.otrs.org/viewcvs.cgi/otrs/Kernel/Modules/?sortby=date#dirlist regards, Peter van Beugen Directeur ICT Telecom Direct Almere B.V. member of USG People -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Zhang Wayne Verzonden: donderdag 12 oktober 2006 14:47 Aan: otrs(a)otrs.org Onderwerp: [otrs] After I install new version,I could not modify any system config for below erro Can't locate object method "ModGet" via package "Kernel::System::Config" at C:/OTRS/otrs//Kernel/Modules/AdminSysConfig.pm line 482 _________________________________________________________________ 免费下载 MSN Explorer: http://explorer.msn.com/lccn/ _______________________________________________ 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 2

What dirs/files need copying to new install for upgrade?
by s taylor 12 Oct '06

12 Oct '06

Hello. Besides copying the working copy of 'Config.pm' to the 'new install' (upgrade) and my customized files, which other directories and files need to be copied so the SysConfig settings set in the interface, etc. are re-applied? e.g. Config/Files???? others??? Is there documentation for this? Right now, the settings via the interface in SysConfig are back to default. Hopefully, I don't have to start over to set them again. Thanks in advance.

3 4

Is PATCH available for "'" [Bug 1311] v.2.1.1?
by s taylor 12 Oct '06

12 Oct '06

Hello. Is PATCH available for "'" [Bug 1311] v.2.1.1? If so, where can I find it? Having it now is very important. Thanks.

1 0

v2.0.4 RPM availability
by Jason Loven 12 Oct '06

12 Oct '06

Is the OTRS v2.0.4 RedHat RPM still available? I'd like to install it in a fresh VM to try to resolve my mod_perl issue but all I see up now are the 2.1 downloads. Also does anyone know if the RedHat RPM will work on a CentOS 4.4 platform? 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 <mailto:support@cainetserv.net> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/>

2 1

After I install new version, I could not modify any system config for below erro
by Zhang Wayne 12 Oct '06

12 Oct '06

Can't locate object method "ModGet" via package "Kernel::System::Config" at C:/OTRS/otrs//Kernel/Modules/AdminSysConfig.pm line 482 _________________________________________________________________ 免费下载 MSN Explorer: http://explorer.msn.com/lccn/

1 0

OTRS 2.1.1: difference between owner and responsible?
by Sébastien Prud'homme 12 Oct '06

12 Oct '06

Hi, A simple question. In 2.1.1 version of OTRS there is a new feature called "responsible". What is the difference between a ticket responsible and a ticket owner? Regards

1 0

active directory and otrs 2.0
by Luca Tebaldi 12 Oct '06

12 Oct '06

Hi! i want to config AD over otrs 2.0 but I do not find the documentation in the handbook.. someone knows where I can find it??? thank Luca

2 1

asset management
by Johan Gotting 12 Oct '06

12 Oct '06

Hi, does anyone know about any open source asset management system that can be integrated with OTRS?

3 2

OTRS 2.0.4 performance
by Jason Loven 12 Oct '06

12 Oct '06

Can anyone out there give me an idea how the performance of their OTRS is? I'm getting a fairly noticeable delay between the time I click on the "zoom" hyperlink and when the page actually comes up. The delay is about 4-6 seconds. Sometimes more but I don't think I've ever seen it faster. Of course this is hardly a HUGE delay but it does seem a bit high. Is this normal? We have it running for only a few agents (5-6) on a P4 2.0Ghz FreeBSD server with 1GB RAM. The MySQL database is on the same server and if I write any custom queries against the sql it performs very well with most queries returning in well under ½ second. We're not running with mod_perl due to a configuration problem that makes OTRS crash if I try to run it that way so that's to blame for some of the problem I'm sure. But as I said I've actually written a variety of perl/php scripts that query the database and they pop right up as soon as I click on them. Thoughts? 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 <mailto:support@cainetserv.net> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/>

2 1

Modifying Navbar
by Dewayne King 11 Oct '06

11 Oct '06

I figured it out thanks anyway Sincerely, Dewayne King Network Manager Interfacing Company of Texas, Inc. Main (713) 895-0002 Fax (713) 895-0088 Mobile (281) 830-0249 Dewayne.King(a)ICTXNet.com www.ICTXNet.com <http://www.ictxnet.com/> Please Note: This communication may contain privileged or other confidential information. If you are not the intended recipient or believe that you may have received this communication in error, please reply to the sender indicating that fact and delete the copy you received. In addition, you should not print, copy, transmit, disseminate, or otherwise use the information. Thank You.

1 0

Modifying Nav Bar
by Dewayne King 11 Oct '06

11 Oct '06

After installing the file manager module I ended up with a failed icon on my nav bar. I know it is a bogus icon so I just want to remove it. I cant find what scrip to goto to remove the icon. It was placed to the imediate right of the logout icon. All other icons are present.

1 0

Problem with FAQs - public entries not visible in customer view.
by Chris 11 Oct '06

11 Oct '06

Hi, I have recently installed otrs 2.1.1 and used the package manager to install the FAQ package, v1.0.6. I have added a new category and several articles via the agent interface, ensuring that all the articles are set up so that ther state is set to public. This is confirmed in the 'state' column in the agent view. However, when I view the faq via the customer interface, the category is visible but no entries are listed and the article count is 0. I've checked the orts bugzila system and poked google for a bit to no avail - have I missed some obvious setting somewhere? chris

1 0

cron jobs not working anymore
by Mamakwa M. Sefiri 11 Oct '06

11 Oct '06

Please help I am not receiving tickets anymore on the otrs system. I have trying to run the cron jobs again and still they are not working. When I run crontab -u otrs -l there is no cron jobs running

1 0

Upgrade from 2.0.4 to 2.1 / Lost FAQ's
by Reinhard Travnicek 11 Oct '06

11 Oct '06

Hi, This ist he procedure I took form y upgrade: I'v done a complete new installation of OTRS 2.1.1 on a new hardware (SUSE 9.3) Afterwards I copied back the database from 2.0.4 with cat ../../backup/master/DatabaseBackup.sql | mysql -uotrs -phot -hlocalhost otrs I upgraded the DB with cat /opt/otrs/scripts/DBUpdate-to-2.1.mysql.sql | mysql -p -f -u root otrs After that I started rcotrs start I loaded up zzzauto.pm And then installed the FAQ 1.0.6 Paket with AdminPackageManager My Result: I'v got all my config (pop, user, customer, groups, queues, etc...) BUT although I have a running FAQ package I have NO FAQ's !!! Help where are my FAQ's gone , that's the asset of our support !!! Regards Reinhard Travnicek mailto: reinhard.travnicek(a)x-tech.at

4 5

Software error
by Daniel Vesely 11 Oct '06

11 Oct '06

Hi all, 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?

5 8

"empty answer" is slow to respond
by A.J. Farmer (AJ3U) 11 Oct '06

11 Oct '06

I have seen this problem mentioned a few times before, but never a resolution. After clicking on "empty answer" or any other answer template, there is a delay of 15 to 30 seconds before the page will appear. The workstation that OTRS is running on has plenty of free disk space and free memory available so I don't think it is a hardware performance issue. All other functions of OTRS are very quick to respond; this is the only one with a delay. I currently have about 200 tickets in the system. It is the pre-compiled version of OTRS for Win32. Is there some type of checking going on with this function that is timing out? Any ideas would be helpful. OTRS is perfect except for this problem which delays the response to tickets. Thank you! -- A.J. Farmer, AJ3U http://www.aj3u.com

1 1

Re: [otrs] Software error
by s taylor 11 Oct '06

11 Oct '06

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/

1 0

Attachments not uploading in the FAQ module (v1.0.6)
by nocadmin 11 Oct '06

11 Oct '06

Hello all! I have recently upgraded from v2.0.4 to v2.1.1. I encountered an issue with attachments not uploading in the FAQ module (v1.0.6) which came out just a day to two ago). The system log reports the following error: Sun Oct 8 07:20:41 2006 error OTRS-CGI-01 Unknown column 'created' in 'field list', SQL: 'INSERT INTO faq_attachment (faq_id, filename, content_type, content_size, content, created, created_by, changed, changed_by) VALUES (39, 'OTRS TEST-UPLOAD-FILE.txt', 'plain/text', '3723', ?, current_timestamp, 1, current_timestamp, 1)' The file did not attach or upload. - It looks like a bug . . if so how do I report it? Any ideas? Thank you! Gregory.

3 4

In v.2.1.1, WHERE is the code for Generic.pm?
by s taylor 10 Oct '06

10 Oct '06

Hello. In v.2.1.1, WHERE is the code for Generic.pm? I had modifications in v.2.0.4. I'm trying to install my customizations. Thanks.

2 2

error in otrs.log after upgrade
by Jan Stanik 10 Oct '06

10 Oct '06

Hi, after upgrade to current stable OTRS version I've got this error: [Error][Kernel::System::Group::GroupMemberList][419] Need Type! Does anyone know how to fix it? Regards, Jan

1 1

Delete all Ticket Database
by Martin Waichman 10 Oct '06

10 Oct '06

I´m passing OTRS to a production schema, but prior to do this i need to clear Ticket Database, can someone send me information to know how to do this without corrupt the database? Best Regards Martin Waichman

2 1

RE: [otrs] notifications
by Bartsch, Martin msg asp gmbh 10 Oct '06

10 Oct '06

Customer not. must be enabled in the queue configuration. Agent not. must be set in the personal setting / prefered queues. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of franck.lamas(a)stp-presse.fr Sent: Tuesday, October 10, 2006 11:32 AM To: User questions and discussions about OTRS.org Cc: User questions and discussions about OTRS.org Subject: Réf. : [otrs] notifications Have you tried to use the Admin page and System Config to make the changes ? I am not sure that modifying directly the ZZZ file is sufficient. $Self->{'Ticket::Frontend::NoteTypes'} = { 'note-external' => '1', 'note-internal' => '1', 'note-report' => '0', }; -----otrs-bounces(a)otrs.org a écrit : ----- Pour : "User questions and discussions about OTRS.org" <otrs(a)otrs.org> De : "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 10/10/2006 11:11AM Objet : [otrs] notifications Good day I have send emails before on this issue, I got responses from you but still notifications are not working. I need your help regarding the otrs system, am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed.I have read the manual no genericagent but it is not clear to me. I have put the lines in ZZZZAuto.pm $Self->{'Ticket::Frontend::NoteTypes'} = { 'note-external' => '1', 'note-internal' => '0', 'note-report' => '0', }; I have put the lines in Config.pm $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; I would really appreciate your advice. Mamakwa _______________________________________________ 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

Deleting Old Users from OTRS
by Nathan Campbell 10 Oct '06

10 Oct '06

We are looking at implementing OTRS for our call center / customer support. Turnover is high because we mainly hire college age kids. I read in the manual in Chapter 5 - page 41 that "to keep consistency of the data for OTRS it is not possible to delete a user." Has anyone found a workaround for this or is part of a future release? I am concerned that after a couple of months, I will have more invalid users than live. 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/>

4 3

Unsubscribe
by Guillaume Rehm 10 Oct '06

10 Oct '06

Hi list, I would unsuscribe but I don't have the unsuscribe mail. Do you know if this process works correctly ? Thanks in advance -- Guillaume REHM Service Informatique Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

2 1

Réf. : [otrs] notifications
by franck.lamas＠stp-presse.fr 10 Oct '06

10 Oct '06

1 0

notifications
by Mamakwa M. Sefiri 10 Oct '06

10 Oct '06

Good day I have send emails before on this issue, I got responses from you but still notifications are not working. I need your help regarding the otrs system, am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed. I have read the manual no genericagent but it is not clear to me. I have put the lines in ZZZZAuto.pm $Self->{'Ticket::Frontend::NoteTypes'} = { 'note-external' => '1', 'note-internal' => '0', 'note-report' => '0', }; I have put the lines in Config.pm $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; I would really appreciate your advice. Mamakwa

1 0

MySQL version with OTRS 2.1.1
by Eric Boudrand 10 Oct '06

10 Oct '06

hello, Is there a recommanded MySQL version for OTRS 2.1.1 ? I have problems with articles stored in database that contains french accents. I am using MySQL 4.1.21 with latin1_general_ci collation. Regards. Eric Boudrand

1 0

using response templates with generic agent
by Soenke Noack 10 Oct '06

10 Oct '06

Dear fellow OTRS users, how can I have the generic agent send out emails to customers based on the response templates I built? Grateful for any hint in advance :) Sonny

1 0

Software error
by fischer＠snom.de 10 Oct '06

10 Oct '06

Hi, we are using OTRS 1.3 with mysql 3.23.37 on a SuSE Linux and today we had a problem with the server. After reboot we used myisamchk -r *.MYI to check and repair the DB. Now we can still login, but a click to the "QueueView" link brings up this: >> Software error: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AgentQueueView.pm line 480. For help, please send mail to the webmaster ([no address given]), giving this error message and the time and date of the error. >> Searching for tickets via the "Search" link leads to no tickets found... Please help, as you may understand, we need the system running! Thank you very much in advance, Sven -- ----------------------------------------------------------------------- See our Docs, FAQs, etc at: http://snom.com/wiki -----------------------------------------------------------------------

2 5

Attachment link on Queue View
by David Hathiramani 09 Oct '06

09 Oct '06

Dear All, Is it possible to have the customers message attachment link on the queue view? Thanks David David Hathiramani IT Manager Eden Brown Recruitment, Training & Consultancy, Managed Services ****************************************************************** 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

Search function is missing
by shawn.beasley＠dlh.de 09 Oct '06

09 Oct '06

Hello All, And I hope you all have made the jump to 2.1 without looking back! :) Just kidding, that is my area of responsibility. I must say all has gone well, but I do have one complaint. When trying to search the system config per webinterface, I get the following message. Can't locate object method "ModGet" via package "Kernel::System::Config" at /opt/otrs//Kernel/Modules/AdminSysConfig.pm Has anyone had this before? HAPPY UPDATING 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

3 4

RE: [otrs] Cron with error
by Peter van Beugen 08 Oct '06

08 Oct '06

I thought I saw a patch for this in DB.pm in June. But I'm now running 2.1.1 and have the same issue. ""DBI::db=HASH(0x8c1b6c0)->disconnect invalidates 1 active..... Is it a Perl error or can it be fixed in OTRS? Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Henning Oschwald Verzonden: dinsdag 26 september 2006 12:09 Aan: otrs(a)otrs.org Onderwerp: Re: [otrs] Cron with error Hello, On Di, Sep 26, 2006 at 10:40:30 +0200, Boniforti Flavio wrote: > I got cron telling me many times an hour following: > > DBI::db=HASH(0x8c1b6c0)->disconnect invalidates 1 active statement handle > (either destroy statement handles or call finish on them before disconnecting) > at /usr/share/otrs/Kernel/System/DB.pm line 219, <DATA> line 225. This is a well known issue with the recent version of DBD::MySQL (version 3.0004). See also Bug#1231: <http://bugs.otrs.org/show_bug.cgi?id=1231> Best regards Henning -- Henning Oschwald ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

1 0

RE: [otrs] PostmasterPOP3.pl
by Peter van Beugen 08 Oct '06

08 Oct '06

After a little Googling I found a "solution" in the German OTRS discussion list: Recreate the entire (linux) user.... So I did create another Linux user and tried again, and indeed this time Pop3 worked (...???), but it showed me another error (??) : Output from command $HOME/bin/PostMasterPOP3.pl >> /dev/null .. Use of uninitialized value in split at /opt/otrs/Kernel/System/Ticket/Number/DateChecksum.pm line 51. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Peter van Beugen Verzonden: zondag 8 oktober 2006 18:36 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] PostmasterPOP3.pl I have the same problem on a fresh installed FC5 machine, Perl 5.8.8 Installed OTRS 2.1.1 and all updates and Perl modules installed (I ran otrs.checkModules) PostmasterPop3 will not work -whatever I try-, getting the error: Output from command $HOME/bin/PostMasterPOP3.pl >> /dev/null .. Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 309, <PRODUCT> line 4. Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 315, <PRODUCT> line 4. Anyone any idea??? Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Justen Hess Verzonden: dinsdag 12 september 2006 8:34 Aan: User questions and discussions about OTRS.org Onderwerp: [otrs] PostmasterPOP3.pl Hi guys, I am having issues on a FC4 system recieving email into OTRS I always recieve a auth failed from my logs, but looking at this i am now stumped: [root@localhost bin]# ./PostMasterPOP3.pl Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 315, <PRODUCT> line 4. ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Tue Sep 12 16:19:45 2006 Message: Auth for user support(a)mail.blah.com.au failed! Traceback (20593): Module: main::FetchMail (v1.17) Line: 164 Module: ./PostMasterPOP3.pl (v1.17) Line: 126 any ideas ?? 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/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? =http://www.otrs.com/

1 0

OTRS doesn't read DatabasePw from Config.pm
by Elias Probst 08 Oct '06

08 Oct '06

Hi, I'm using OTRS 2.0.4 on Gentoo. I've set up the cronjobs, but every 10 Minutes I get an entry like this one in the SysLog: --- Sun Oct 8 20:45:02 2006 error OTRS-PendingJobs-10 Access denied for user 'otrs'@'localhost' (using password: YES) Sun Oct 8 20:40:02 2006 error OTRS-PM3-10 Access denied for user 'otrs'@'localhost' (using password: YES) --- No matter what user/password I set in Config.pm, the logentry is always the same. The rights are set correctly: -rw-rw-r-- 1 apache apache 6654 Oct 7 11:14 /var/www/domain.com/otrs-2.0.4/Kernel/Config.pm The access to the SQL-DB works manually, but so far, this doesn't matter, as long the right user/password is read from Config.pm where it looks like this: --- sub Load { ... $Self->{'DatabaseUser'} = 'myuser'; $Self->{'DatabasePw'} = 'mypassword'; ... } --- Any ideas what could be wrong? Regards, Elias P. -- GMX DSL-Flatrate 0,- Euro* - Überall, wo DSL verfügbar ist! NEU: Jetzt bis zu 16.000 kBit/s! http://www.gmx.net/de/go/dsl

1 0

RE: [otrs] PostmasterPOP3.pl
by Peter van Beugen 08 Oct '06

08 Oct '06

I have the same problem on a fresh installed FC5 machine, Perl 5.8.8 Installed OTRS 2.1.1 and all updates and Perl modules installed (I ran otrs.checkModules) PostmasterPop3 will not work -whatever I try-, getting the error: Output from command $HOME/bin/PostMasterPOP3.pl >> /dev/null .. Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 309, <PRODUCT> line 4. Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 315, <PRODUCT> line 4. Anyone any idea??? Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Justen Hess Verzonden: dinsdag 12 september 2006 8:34 Aan: User questions and discussions about OTRS.org Onderwerp: [otrs] PostmasterPOP3.pl Hi guys, I am having issues on a FC4 system recieving email into OTRS I always recieve a auth failed from my logs, but looking at this i am now stumped: [root@localhost bin]# ./PostMasterPOP3.pl Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 315, <PRODUCT> line 4. ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Tue Sep 12 16:19:45 2006 Message: Auth for user support(a)mail.blah.com.au failed! Traceback (20593): Module: main::FetchMail (v1.17) Line: 164 Module: ./PostMasterPOP3.pl (v1.17) Line: 126 any ideas ?? 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/

1 0

Auto Generate Ticket externally
by Jase Critchley 07 Oct '06

07 Oct '06

Does anyone know how I can generate a ticket automatically using a command line parameter for the Windows Version. I have GFI Network checks installed and I want to be able execute a script or executable from GFI which will create a case automatically for the customer. Any ideas?

1 0

Re: [otrs] empty answer performance slow
by Armando De la Re Vega 06 Oct '06

06 Oct '06

Sorry for the delay, but I tried everything and almost rejected OTRS because my bosses don't want that problem of waiting long time to answer tickets. But trying some things... I put the OTRS server in the DMZ of our net and the problem was resolved. Now we´re testing it, and hope soon start to use it. Hope this help some one.

1 0

New Features in OTRS 2.1
by Danie Theron 06 Oct '06

06 Oct '06

Hi , I just have a few questions regarding the new features in OTRS 2.1 : - Where do you set the Role/Permission to "Ticket Supervisor" etc ? This is a great addition by the way! We need Supervisors to be able to assign sets of tickets/queues to certain agents etc. - In the Stats module , how do you specify the report to be mailed to someone on a regular basis ? - Still in Stats module , can you specify "By Agent" somewhere , or is this an added feature? - With the Ticket Watcher option , is it possible to maybe incorporate fields like "Agent" or "Queue" , in other words , can you use Ticket Watcher to monitor a certain agent or a certain Queue ? - Also , and this is probably more directed towards the commercial side , can you incorporate something like a "Global Ticket" feature , where if there is a global issue (like downtime on web servers etc) , it can be linked to certain tickets automatically falling under that category? I know these are a lot of questions , but would appreciate any input/answers at the earliest conveniance. Thanks in advance and congrats on a great release! Daniel Theron

1 0

Attachment display on queue view
by David Hathiramani 06 Oct '06

06 Oct '06

Dear All, What do I have to edit in a template file to get the attachments of a customer ticket to display on the queue view. This would be extremely handy for us as there are some queues that literally only require someone to print the attachment received and close the ticket. If anyone has done this, please let me know. Kind Regards, David Hathiramani IT Manager ****************************************************************** 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

Generic Agent DB interface missing objects
by Paul Rhein 06 Oct '06

06 Oct '06

Hi list, Config: otrs 2.04, mysql 4.1, perl 5.8 apache 2, mod perl 2. We are using 2 different otrs systems that cannot be linked directely or megered because of some really interesting organisational internal issues.... However the need occurs (surprise, surprise !!) that we need to forward some tickets form one otrs (A) to the other otrs (B). The idea is to move the tickets to a queue on otrs A and than have an Generic agent to automatically forward the tickets every 10 minutes or so to otrs B. I did setup this quite nicely and it seems to work half way through as I can see in the log here Logfile extract: Use module (Kernel::Modules::AgentTicketForward) for Ticket (200610051010741/346812). That a ticket get selected and the module gets called. Unluckely enough I get this message: Software error: Got no ParamObject at /opt/otrs//Kernel/Modules/AgentTicketForward.pm line 46. For help, please send mail to the webmaster (root@otrs), giving this error message and the time and date of the error. So I have a twofold question: 1) is this the way to tackle the problem of "linking" the two otrs systems together or is there an easier way ? 2) why is the module "AgentTicketForward" missing the paramObject (I defined the params in the DB interace i.e. "to" emailadress) ? How can I pass the paramObject ? Is this a bug in otrs ? Do I have to write a special module to forward the emails with teh Generic agent? I can imagine that you guys are quite busy with the release of 2.1 (thanks for that we will migrate quite soonish) but I would be really grateful for any help on this. TIA Paul Rhein

1 0

Réf. : FW: Réf. : RE: Réf. : RE: Réf. : [otrs] notification
by franck.lamas＠stp-presse.fr 06 Oct '06

06 Oct '06

1 0

FW: Réf. : RE: Réf. : RE: Réf. : [otrs] notification
by Mamakwa M. Sefiri 06 Oct '06

06 Oct '06

I kindly need help on this issue, please advise. _____ From: Mamakwa M. Sefiri Sent: 05 October 2006 11:11 AM To: 'User questions and discussions about OTRS.org' Subject: FW: Réf. : RE: Réf. : RE: Réf. : [otrs] notification Still need help regarding this issue. This is what I have put in Coinfig.pm regarding the notes $Self->{'Ticket::Frontend::NoteTypes'} = { 'note-external' => '1', 'note-internal' => '0', 'note-report' => '0', }; $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; _____ From: Mamakwa M. Sefiri Sent: 03 October 2006 02:00 PM To: User questions and discussions about OTRS.org Subject: RE: Réf. : RE: Réf. : RE: Réf. : [otrs] notification Yes, all the customer emails are their customerID _____ From: franck.lamas(a)stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 01:52 PM To: User questions and discussions about OTRS.org Subject: Réf. : RE: Réf. : RE: Réf. : [otrs] notification Definitively : external Have your customers a email adress in the system ? -----otrs-bounces(a)otrs.org a écrit : ----- Pour : "User questions and discussions about OTRS.org" <otrs(a)otrs.org> De : "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 03/10/2006 12:33PM Objet : RE: Réf. : RE: Réf. : [otrs] notification When I close a ticket I choose the CLOSE link and put in the solution/comment in the note-text field. The default note-type is note-internal. I tested now using note-external and it still does not send notifications to customers. Should the note-type be external or internal for customers to get notifications? _____ From: franck.lamas(a)stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 12:05 PM To: User questions and discussions about OTRS.org Subject: Réf. : RE: Réf. : [otrs] notification Do they receive a mail when you use 'Compose an answer' ? If Yes, did you choose External Note when closing the ticket ? -----otrs-bounces(a)otrs.org a écrit : ----- Pour : " User questions and discussions about OTRS.org " <otrs(a)otrs.org> De : " Mamakwa M. Sefiri " <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 03/10/2006 12:02PM Objet : RE: Réf. : [otrs] notification I have trying both options but still customers don?t get mails. How long will it take to send an email? _____ From: franck.lamas(a)stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 10:38 AM To: User questions and discussions about OTRS.org Subject: Réf. : [otrs] notification Yes, it's possible. You have to check in the admin module at Ticket::Frontend::NoteTypes or modify the config.pm file adding the followings : $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; After that, when you close a ticket the customer will receive a mail or not -----otrs-bounces(a)otrs.org a écrit : ----- Pour : " User questions and discussions about OTRS.org " <otrs(a)otrs.org> De : " Mamakwa M. Sefiri " <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 03/10/2006 09:15AM Objet : [otrs] notification Good day I am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed. I have read the manual no genericagent but it is not clear to me. Please advice Mamakwa _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

1 0

PostMasterPOP3 otrs
by Computing 05 Oct '06

05 Oct '06

Trying to fetch the pop3 mail using the http://localhost/obin/PostMasterPOP3.pl But no joy. Setup the OTRS using the automatic install on a windows machine. Everything else seems to be working . I can send emails . See the interface Create tickets, users , queues. This is a realyygood system but I can't seem to be able to retreive emails from my pop server. Check the logs on the mail server and no denied access errors. I just don't think the perl script is working. I think I am missing a setting. Web mail package works fine pointed the mail server ok but no email come in. Keep getting this error Not Found The requested URL /obin/PostMasterPOP3.pl was not found on this server. -------------------------------------------------------------------------------- Apache/2.0.54 (Win32) mod_perl/2.0.1 Perl/v5.8.6 Server at zion Port 80 Is there more information available on how to implement the popmaster account on otrs. Any help appreciated. StevenC * * * * * * * * * * * * * * * This email transmission is privileged, confidential and intended solely for the person or organisation to whom it is addressed. If you are not the intended recipient, you must not copy, distribute or disseminate the information, or take any action in reliance of it. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the views of Mason Land Surveys Limited. If you have received this message in error please notify MASON immediately by email to postmaster(a)mason.co.uk. All messages passing through this gateway are checked for viruses but we strongly recommend that you check for viruses using your own virus scanner as Mason Land Surveys Limited will not take responsibility for any damage caused as a result of virus infection. Please note we reserve the right to monitor all e-mail communication through our internal and external networks.

2 1

2.1.1 in french with Internet Explorer
by Eric Boudrand 05 Oct '06

05 Oct '06

Hi, I have a problem when I am using OTRS 2.1.1 with Internet Explorer and french language. character "'" is replaced by ' even in "Config Options: Ticket -> Core::Ticket" configuration. I have not that problem with Firefox. I did not meet this issue with previous release. But, OTRS was installed on a Windows server. Now, OTRS is on a Linux server. I do not think it is an OTRS issue. It looks like a problem with Internet Explorer (or Apache). But, did anyone meet this issue ? Regards. Eric Boudrand ___________________________________________________________________________ Yahoo! Mail réinvente le mail ! Découvrez le nouveau Yahoo! Mail et son interface révolutionnaire. http://fr.mail.yahoo.com

1 1

FW: Réf. : RE: Réf. : RE: Réf. : [otrs] notification
by Mamakwa M. Sefiri 05 Oct '06

05 Oct '06

Still need help regarding this issue. This is what I have put in Coinfig.pm regarding the notes $Self->{'Ticket::Frontend::NoteTypes'} = { 'note-external' => '1', 'note-internal' => '0', 'note-report' => '0', }; $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; _____ From: Mamakwa M. Sefiri Sent: 03 October 2006 02:00 PM To: User questions and discussions about OTRS.org Subject: RE: Réf. : RE: Réf. : RE: Réf. : [otrs] notification Yes, all the customer emails are their customerID _____ From: franck.lamas(a)stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 01:52 PM To: User questions and discussions about OTRS.org Subject: Réf. : RE: Réf. : RE: Réf. : [otrs] notification Definitively : external Have your customers a email adress in the system ? -----otrs-bounces(a)otrs.org a écrit : ----- Pour : "User questions and discussions about OTRS.org" <otrs(a)otrs.org> De : "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 03/10/2006 12:33PM Objet : RE: Réf. : RE: Réf. : [otrs] notification When I close a ticket I choose the CLOSE link and put in the solution/comment in the note-text field. The default note-type is note-internal. I tested now using note-external and it still does not send notifications to customers. Should the note-type be external or internal for customers to get notifications? _____ From: franck.lamas(a)stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 12:05 PM To: User questions and discussions about OTRS.org Subject: Réf. : RE: Réf. : [otrs] notification Do they receive a mail when you use 'Compose an answer' ? If Yes, did you choose External Note when closing the ticket ? -----otrs-bounces(a)otrs.org a écrit : ----- Pour : " User questions and discussions about OTRS.org " <otrs(a)otrs.org> De : " Mamakwa M. Sefiri " <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 03/10/2006 12:02PM Objet : RE: Réf. : [otrs] notification I have trying both options but still customers don?t get mails. How long will it take to send an email? _____ From: franck.lamas(a)stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 10:38 AM To: User questions and discussions about OTRS.org Subject: Réf. : [otrs] notification Yes, it's possible. You have to check in the admin module at Ticket::Frontend::NoteTypes or modify the config.pm file adding the followings : $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; After that, when you close a ticket the customer will receive a mail or not -----otrs-bounces(a)otrs.org a écrit : ----- Pour : " User questions and discussions about OTRS.org " <otrs(a)otrs.org> De : " Mamakwa M. Sefiri " <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 03/10/2006 09:15AM Objet : [otrs] notification Good day I am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed. I have read the manual no genericagent but it is not clear to me. Please advice Mamakwa _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

1 0

ArticleStorageFS not storing attachments in /opt/otrs/var/article
by nocadmin 05 Oct '06

05 Oct '06

I am running OTRS v2.0.4 I have a few items in my FAQ area that has been running under ArticleStorageDB mode. I have changes to ArticleStorageFS via Config Options: Ticket -> Core::Ticket *>Ticket::StorageModule: Yet no attachments uploaded when I add a new FAQ are showing up under /opt/otrs/var/article where I would expect them to be . . . my assumption is that they are still being stored in the DB. After reading some of the posts I added the following lines to my /opt/otrs/Kernel/Config.pm file: <snip> # Added: 10/4/2006 6:52:49 PM gf $Self->{'Ticket::StorageModule'} = 'Kernel::System::Ticket::ArticleStorageFS'; $Self->{ArticleDir} = '/opt/otrs/var/article'; <snip> Still no attachments show up in /opt/otrs/var/article I cant see what I am missing? Any thoughts? Thank you in advance! Gregory.

1 0

Basic e-mail notifications
by Milosz SZOT 04 Oct '06

04 Oct '06

Hi, I hope you guys can help me because I haven't found relevant documentation on the Internet I've manually installed Otrs v2.0.4-01 from the source packages on a Windows 2003 Server with Apache 2.2.3 Perl 5.8.8 and MySQL 5.0.24 I've configured some basic options in the config.pm file, customisations are joined at the end of this message. I've got a very annoying problem, i don't receive any notifications My needs are : - Technicians (user1 and user2) that solve the problems and answer to the tickets in all the queues - One or more groups of customers, that have access to one or more queues - Customers who are not permitted to access a queue don't have to see it I've created two groups of customers, customers1 and customers2, and I've also created three queues, queue1 to queue3. I needed customers1 to access queue1 and queue2, and customers2 to access queue3 As seen on http://doc.otrs.org/2.0/en/html/x790.html (customer groups), I've assigned queue1 and queue2 to the group customers1, and queue3 to the group customers2 The customers can post on their respective queues and don't see the others, as i wanted I've added to user1 and user2 the newly created queues (panel queue1 to queue3) by selecting them in the "myqueues" menu The adresses assigned to the queues are support1(a)mycompany.fr for queue1 and queue2, and support2(a)mycompany.fr for queue3 The customers receive auto answers from the queues when they create tickets, or when their state is modified (open, closed, rejected, etc) But when a customer creates a ticket, user1 and user2 are not notified by email that a new ticket is created However, when user1 creates a "email ticket" or a "phone ticket", they are notified ... I've checked my logs, when a new ticket is created, i don't get any errors Except from these ones from time to time : "[Kernel::System::Notification::NotificationGet] Can't find notification for Agent::NewTicket and fr, try it again with en!" and "[Kernel::System::Notification::NotificationGet] Can't find notification for Customer::StateUpdate and fr, try it again with en!" I've googled this one without too much success So i can't figure out how i must structurate my groups or what parameter i have to add for my infrastructure to work I've customised much of the soft, and the webserver, my project is stopped by this one only problem =/ If someone can find a clue or redirect me to a tutorial which explains how OTRS works in real life setup, it would be NICE Thanks in advance ! Milosz SZOT Linux Administrator Customisations made to config.pm : $Self->{Home} = 'C:/OTRS/otrs'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = 'C:/OTRS/otrs/var/log/otrs.log'; $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 0; $Self->{'Organization'} = 'MyCompany'; $Self->{'FQDN'} = 'otrs.mycompany.fr'; $Self->{DefaultLanguage} = 'fr'; $Self->{'DefaultCharset'} = 'iso-8859-1'; $Self->{'AdminEmail'} = 'mszot(a)mycompany.fr'; $Self->{NotificationSenderName} = 'OTRS Notification Master'; $Self->{NotificationSenderEmail} = 'otrs@'.$Self->{FQDN}; $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'smtp.mycompany.fr'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; $Self->{CheckEmailAddresses} = 0; $Self->{CheckMXRecord} = 0; $Self->{CustomerPanelCreateAccount} = 0; $Self->{QueueViewAllPossibleTickets} = 0; _________________________________________________________________ Découvrez un moyen pour éliminez tous les virus de votre PC ! http://safety.live.com/site/fr-FR

1 0

permission problem with upload files
by Marc Herms 04 Oct '06

04 Oct '06

I still have a permission problem when I want to attach a file and upload it. OTRS says: Permission denied at ../..//Kernel/System/WebUploadCache.pm line 140. what permission should I put and where? I had moved OTRS to another server, therefore this problem came up. thanks, marc

4 5

RE: Réf. : RE: Réf. : RE: Réf. : [otrs] notification
by Alan McKeown 04 Oct '06

04 Oct '06

Hi, I need help with this too. I have customers asking about closed tickets and even though I set the close to note-external and have also set followings : $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; Customers do not get emails 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 <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. ********************************************************************** ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mamakwa M. Sefiri Sent: 03 October 2006 13:00 To: User questions and discussions about OTRS.org Subject: RE: Réf. : RE: Réf. : RE: Réf. : [otrs] notification Yes, all the customer emails are their customerID ________________________________ From: franck.lamas(a)stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 01:52 PM To: User questions and discussions about OTRS.org Subject: Réf. : RE: Réf. : RE: Réf. : [otrs] notification Definitively : external Have your customers a email adress in the system ? -----otrs-bounces(a)otrs.org a écrit : ----- Pour : "User questions and discussions about OTRS.org" <otrs(a)otrs.org> De : "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 03/10/2006 12:33PM Objet : RE: Réf. : RE: Réf. : [otrs] notification When I close a ticket I choose the CLOSE link and put in the solution/comment in the note-text field. The default note-type is note-internal. I tested now using note-external and it still does not send notifications to customers. Should the note-type be external or internal for customers to get notifications? ________________________________ From: franck.lamas(a)stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 12:05 PM To: User questions and discussions about OTRS.org Subject: Réf. : RE: Réf. : [otrs] notification Do they receive a mail when you use 'Compose an answer' ? If Yes, did you choose External Note when closing the ticket ? -----otrs-bounces(a)otrs.org a écrit : ----- Pour : " User questions and discussions about OTRS.org " <otrs(a)otrs.org> De : " Mamakwa M. Sefiri " <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 03/10/2006 12:02PM Objet : RE: Réf. : [otrs] notification I have trying both options but still customers don?t get mails. How long will it take to send an email? ________________________________ From: franck.lamas(a)stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 10:38 AM To: User questions and discussions about OTRS.org Subject: Réf. : [otrs] notification Yes, it's possible. You have to check in the admin module at Ticket::Frontend::NoteTypes or modify the config.pm file adding the followings : $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; After that, when you close a ticket the customer will receive a mail or not -----otrs-bounces(a)otrs.org a écrit : ----- Pour : " User questions and discussions about OTRS.org " <otrs(a)otrs.org> De : " Mamakwa M. Sefiri " <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 03/10/2006 09:15AM Objet : [otrs] notification Good day I am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed. I have read the manual no genericagent but it is not clear to me. Please advice Mamakwa _______________________________________________ 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/ -- This message has been scanned for viruses and dangerous content by JoraPh Consulting <http://www.joraph.com/> , (Server #1) 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.

1 0

Feature Request: more parameters for the CMD command in the GenericAgent
by Jan Miczaika 04 Oct '06

04 Oct '06

Hello, I think it would be helpful to increase the number of arguments which can be passed to an external CMD via the GenericAgent. Currently the list includes: ARG[0] ticket number ARG [1] ticket id While it possible to get all data via these ids, adding more info would be helpful and would reduce DB queries. I think the following additions would be useful for our setting: - email - agent/owner - queue We collect feedback regarding our agents after a ticket is closed, this would reduce the number of DB requests we have to make before sending out a ticket. I am open for comments... Thanks Jan -- Geschäftsführer Hitflip Media Trading GmbH Tel. 0221-272407-27 Fax. 0221-272407-22 -- Geschäftsführer Hitflip Media Trading GmbH Tel. 0221-272407-27 Fax. 0221-272407-22

1 0

RE: RE : RE: [otrs] Access to FAQ after migrating
by Peter van Beugen 03 Oct '06

03 Oct '06

You can download the FAQ module from cvs if you want. cvs -d :pserver:anonymous@cvs.otrs.org:/home/cvs login (the password is: cvs) cvs -z3 -d :pserver:anonymous@cvs.otrs.org:/home/cvs co FAQ -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Eric Boudrand Verzonden: dinsdag 3 oktober 2006 16:04 Aan: User questions and discussions about OTRS.org Onderwerp: RE : RE: [otrs] Access to FAQ after migrating I think that too. I am waiting for this release before real upgrade. Right now, I am testing migration. My question remains Eric --- Peter van Beugen <Peter(a)tda.nl> a écrit : > I think you have to wait 1 or 2 days: then the official stable 2.1 > release comes out.... > > > -----Oorspronkelijk bericht----- > Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Eric > Boudrand > Verzonden: dinsdag 3 oktober 2006 15:37 > Aan: otrs(a)otrs.org > Onderwerp: [otrs] Access to FAQ after migrating > > Hello, > > I have moved OTRS from : > - a Windows box to a Linux box > - release 2.0.4 to 2.1.0 beta 2 > - MySQL 4.0 to MySQL 4.1 (<= issue with unicode encoding data, but > solved) > > The result is quite OK except the fact agents cannot access to internal > FAQ. They still have the right to do it but icon is not diplayed in the > agent interface. Is there something new with release 3.1.0 concerning > FAQ > ? > > I would like to install application with Package Manager, but > applications > are only available for framework 2.0. Where can I find 2.1 framework > applications ? > > Regards. > > Eric Boudrand > > > > > > > ___________________________________________________________________________ > > Découvrez un nouveau moyen de poser toutes vos questions quel que soit > le sujet ! > Yahoo! Questions/Réponses pour partager vos connaissances, vos opinions > et vos expériences. > http://fr.answers.yahoo.com > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support 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/ > ___________________________________________________________________________ Yahoo! Mail réinvente le mail ! Découvrez le nouveau Yahoo! Mail et son interface révolutionnaire. http://fr.mail.yahoo.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

1 0

RE: [otrs] Access to FAQ after migrating
by Peter van Beugen 03 Oct '06

03 Oct '06

I think you have to wait 1 or 2 days: then the official stable 2.1 release comes out.... -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Eric Boudrand Verzonden: dinsdag 3 oktober 2006 15:37 Aan: otrs(a)otrs.org Onderwerp: [otrs] Access to FAQ after migrating Hello, I have moved OTRS from : - a Windows box to a Linux box - release 2.0.4 to 2.1.0 beta 2 - MySQL 4.0 to MySQL 4.1 (<= issue with unicode encoding data, but solved) The result is quite OK except the fact agents cannot access to internal FAQ. They still have the right to do it but icon is not diplayed in the agent interface. Is there something new with release 3.1.0 concerning FAQ ? I would like to install application with Package Manager, but applications are only available for framework 2.0. Where can I find 2.1 framework applications ? Regards. Eric Boudrand ___________________________________________________________________________ Découvrez un nouveau moyen de poser toutes vos questions quel que soit le sujet ! Yahoo! Questions/Réponses pour partager vos connaissances, vos opinions et vos expériences. http://fr.answers.yahoo.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

2 1

Access to FAQ after migrating
by Eric Boudrand 03 Oct '06

03 Oct '06

Hello, I have moved OTRS from : - a Windows box to a Linux box - release 2.0.4 to 2.1.0 beta 2 - MySQL 4.0 to MySQL 4.1 (<= issue with unicode encoding data, but solved) The result is quite OK except the fact agents cannot access to internal FAQ. They still have the right to do it but icon is not diplayed in the agent interface. Is there something new with release 3.1.0 concerning FAQ ? I would like to install application with Package Manager, but applications are only available for framework 2.0. Where can I find 2.1 framework applications ? Regards. Eric Boudrand ___________________________________________________________________________ Découvrez un nouveau moyen de poser toutes vos questions quel que soit le sujet ! Yahoo! Questions/Réponses pour partager vos connaissances, vos opinions et vos expériences. http://fr.answers.yahoo.com

1 0

RE: Réf. : RE: Réf. : RE: Réf. : [otrs] notification
by Mamakwa M. Sefiri 03 Oct '06

03 Oct '06

Yes, all the customer emails are their customerID _____ From: franck.lamas(a)stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 01:52 PM To: User questions and discussions about OTRS.org Subject: Réf. : RE: Réf. : RE: Réf. : [otrs] notification Definitively : external Have your customers a email adress in the system ? -----otrs-bounces(a)otrs.org a écrit : ----- Pour : "User questions and discussions about OTRS.org" <otrs(a)otrs.org> De : "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 03/10/2006 12:33PM Objet : RE: Réf. : RE: Réf. : [otrs] notification When I close a ticket I choose the CLOSE link and put in the solution/comment in the note-text field. The default note-type is note-internal. I tested now using note-external and it still does not send notifications to customers. Should the note-type be external or internal for customers to get notifications? _____ From: franck.lamas(a)stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 12:05 PM To: User questions and discussions about OTRS.org Subject: Réf. : RE: Réf. : [otrs] notification Do they receive a mail when you use 'Compose an answer' ? If Yes, did you choose External Note when closing the ticket ? -----otrs-bounces(a)otrs.org a écrit : ----- Pour : " User questions and discussions about OTRS.org " <otrs(a)otrs.org> De : " Mamakwa M. Sefiri " <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 03/10/2006 12:02PM Objet : RE: Réf. : [otrs] notification I have trying both options but still customers don?t get mails. How long will it take to send an email? _____ From: franck.lamas(a)stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 10:38 AM To: User questions and discussions about OTRS.org Subject: Réf. : [otrs] notification Yes, it's possible. You have to check in the admin module at Ticket::Frontend::NoteTypes or modify the config.pm file adding the followings : $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; After that, when you close a ticket the customer will receive a mail or not -----otrs-bounces(a)otrs.org a écrit : ----- Pour : " User questions and discussions about OTRS.org " <otrs(a)otrs.org> De : " Mamakwa M. Sefiri " <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 03/10/2006 09:15AM Objet : [otrs] notification Good day I am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed. I have read the manual no genericagent but it is not clear to me. Please advice Mamakwa _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

1 0

Réf. : RE: Réf. : RE: Réf. : [otrs] notification
by franck.lamas＠stp-presse.fr 03 Oct '06

03 Oct '06

1 0

RE: Réf. : RE: Réf. : [otrs] notification
by Mamakwa M. Sefiri 03 Oct '06

03 Oct '06

When I close a ticket I choose the CLOSE link and put in the solution/comment in the note-text field. The default note-type is note-internal. I tested now using note-external and it still does not send notifications to customers. Should the note-type be external or internal for customers to get notifications? _____ From: franck.lamas(a)stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 12:05 PM To: User questions and discussions about OTRS.org Subject: Réf. : RE: Réf. : [otrs] notification Do they receive a mail when you use 'Compose an answer' ? If Yes, did you choose External Note when closing the ticket ? -----otrs-bounces(a)otrs.org a écrit : ----- Pour : "User questions and discussions about OTRS.org" <otrs(a)otrs.org> De : "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 03/10/2006 12:02PM Objet : RE: Réf. : [otrs] notification I have trying both options but still customers don?t get mails. How long will it take to send an email? _____ From: franck.lamas(a)stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 10:38 AM To: User questions and discussions about OTRS.org Subject: Réf. : [otrs] notification Yes, it's possible. You have to check in the admin module at Ticket::Frontend::NoteTypes or modify the config.pm file adding the followings : $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; After that, when you close a ticket the customer will receive a mail or not -----otrs-bounces(a)otrs.org a écrit : ----- Pour : " User questions and discussions about OTRS.org " <otrs(a)otrs.org> De : " Mamakwa M. Sefiri " <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 03/10/2006 09:15AM Objet : [otrs] notification Good day I am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed. I have read the manual no genericagent but it is not clear to me. Please advice Mamakwa _______________________________________________ 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

Réf. : RE: Réf. : [otrs] notification
by franck.lamas＠stp-presse.fr 03 Oct '06

03 Oct '06

1 0

RE: Réf. : [otrs] notification
by Mamakwa M. Sefiri 03 Oct '06

03 Oct '06

I have trying both options but still customers don't get mails. How long will it take to send an email? _____ From: franck.lamas(a)stp-presse.fr [mailto:franck.lamas@stp-presse.fr] Sent: 03 October 2006 10:38 AM To: User questions and discussions about OTRS.org Subject: Réf. : [otrs] notification Yes, it's possible. You have to check in the admin module at Ticket::Frontend::NoteTypes or modify the config.pm file adding the followings : $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; After that, when you close a ticket the customer will receive a mail or not -----otrs-bounces(a)otrs.org a écrit : ----- Pour : "User questions and discussions about OTRS.org" <otrs(a)otrs.org> De : "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> Envoyé par : otrs-bounces(a)otrs.org Date : 03/10/2006 09:15AM Objet : [otrs] notification Good day I am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed. I have read the manual no genericagent but it is not clear to me. Please advice Mamakwa _______________________________________________ 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

Réf. : [otrs] notification
by franck.lamas＠stp-presse.fr 03 Oct '06

03 Oct '06

1 0

filter out of office repley
by Leo Hasenzagl 03 Oct '06

03 Oct '06

How can I filter Out of Office (short: OOO) reply from getting into the ticket system? Can anybody help me with this problem? Thanks in advance! Leo

3 7

notification
by Mamakwa M. Sefiri 03 Oct '06

03 Oct '06

Good day I am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed. I have read the manual no genericagent but it is not clear to me. Please advice Mamakwa

1 0

RE: [otrs] OTRS installation..
by Peter van Beugen 02 Oct '06

02 Oct '06

And did you disable SElinux? -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Dustin Oprea Verzonden: maandag 2 oktober 2006 14:15 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] OTRS installation.. I mean that it is the regular Fedora Yum repositories. The documentation says I should be able to access it via http://localhost/otrs/installer.pl, but the installer.pl script is installed to /var/www/otrs/bin/cgi-bin/. It just doesn't work. Any ideas? Nils Breunese (Lemonbit Internet) wrote: > Dustin Oprea wrote: > >> I was wondering if someone could help me--- I've never used OTRS >> before, and I was hoping to be able to get my company up on it. The >> problem seems to be that after I install the RPMs, all of the paths >> appear to be different than the paths described in the install >> instructions. >> >> Has anyone else had this problem? I'm using the mainstream YUM >> repositories, so I don't know why I'm having this problem. > > > What mainstream yum repository? What OS are you using? 'rpm -ql otrs' > should give you a hint about what the rpm installed and where. > > Nils Breunese. > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support 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 2

RE: [otrs] Backup and restore OTRS on windows 2003
by Peter van Beugen 02 Oct '06

02 Oct '06

Take a look at the mysql documentation, how to backup and restore (mysqldump) the (otrs) database. I moved OTRS before as: - backup the original OTRS database - install OTRS on the new server - rename the installed OTRS database - create an empty database (OTRS) - restore the backuped data (.sql file) in de OTRS database For backup, moving, rename, ... you can use a good MySQL tool like Navicat or SQLGate (30-day full function trials available!) It worked for me (on Linux, but I'm pretty sure it will work on Windows as well) Regards, Peter ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens David Young Verzonden: maandag 2 oktober 2006 21:02 Aan: otrs(a)otrs.org Onderwerp: FW: [otrs] Backup and restore OTRS on windows 2003 Hi, I'm still waiting for a response to this question. Thanks, David ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Young Sent: Tuesday, September 26, 2006 8:24 AM To: otrs(a)otrs.org Subject: [otrs] Backup and restore OTRS on windows 2003 Hi, I need to move (migrate) OTRS and database to a new server and did not see any documentation for this process for windows server. Any help would be greatly appreciated. Thank You, David Young

1 0

FW: [otrs] Backup and restore OTRS on windows 2003
by David Young 02 Oct '06

02 Oct '06

Hi, I'm still waiting for a response to this question. Thanks, David ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Young Sent: Tuesday, September 26, 2006 8:24 AM To: otrs(a)otrs.org Subject: [otrs] Backup and restore OTRS on windows 2003 Hi, I need to move (migrate) OTRS and database to a new server and did not see any documentation for this process for windows server. Any help would be greatly appreciated. Thank You, David Young _______________________________________________ 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

Response BEFORE original message, not after
by Marc Herms 02 Oct '06

02 Oct '06

I had this issue already 2 years ago and configured OTRS in the correct way (for me), but then I had to install it new and now it´s gone. Now, when I reply to a message and choose a response, the response is AFTER the original message, but I would like to have it BEFORE! How can I change this? thanks, marc

2 2

Size of the text inputs in the customer user management GUI
by Cyril Picat 02 Oct '06

02 Oct '06

Hi everybody, and first thanks for this great job, I have installed ORTS 2.0.4 last week and all is workin g very nicely. Anyway, I am through the customization process and would like to add some extra information in the customer user table. As we are supporting a software, I would like to add some new fields like the product, version, and precise configuration in use by each customer. I have checked in the documentation and it is quite well explained how to do this (I am using a standard customer backend with mysql, so the process is updating the database and then Config.pm). Actually, my only question is how to change the GUI to allow a text box larger than the default one that is about 40 characters. I have checked in the database and it seems that the text area size does not depend on the size of the declared field in the database (for example in 'customer_user', 'last_name' is a varchar(100) and 'comments' a varchar(250) in mysql but you could only enter about 40 characters for both). Is there a way to do this ? Thanks, Cyril PS: if not, would it be possible to attach a zip file to each customer data and to be able to retrieve it through the interface directly (I guess it is possible through the database but it is not very user-friendly for the agents) -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.407 / Virus Database: 268.12.11/460 - Release Date: 01/10/2006

1 0

Ticket Age <- Last Article Date?
by Alex Mihicinac 02 Oct '06

02 Oct '06

Hi all, can someone tell if it's possible, to customize ticket "Age:" in queueview? It would be nice to have date of last article shown instead. Best regards, Alex

1 0

OTRS installation..
by Dustin Oprea 02 Oct '06

02 Oct '06

I was wondering if someone could help me--- I've never used OTRS before, and I was hoping to be able to get my company up on it. The problem seems to be that after I install the RPMs, all of the paths appear to be different than the paths described in the install instructions. Has anyone else had this problem? I'm using the mainstream YUM repositories, so I don't know why I'm having this problem. Dustin

3 4

RE: [otrs] OTRS installation..
by Peter van Beugen 02 Oct '06

02 Oct '06

Did you restart Apache? -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Dustin Oprea Verzonden: maandag 2 oktober 2006 14:15 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] OTRS installation.. I mean that it is the regular Fedora Yum repositories. The documentation says I should be able to access it via http://localhost/otrs/installer.pl, but the installer.pl script is installed to /var/www/otrs/bin/cgi-bin/. It just doesn't work. Any ideas? Nils Breunese (Lemonbit Internet) wrote: > Dustin Oprea wrote: > >> I was wondering if someone could help me--- I've never used OTRS >> before, and I was hoping to be able to get my company up on it. The >> problem seems to be that after I install the RPMs, all of the paths >> appear to be different than the paths described in the install >> instructions. >> >> Has anyone else had this problem? I'm using the mainstream YUM >> repositories, so I don't know why I'm having this problem. > > > What mainstream yum repository? What OS are you using? 'rpm -ql otrs' > should give you a hint about what the rpm installed and where. > > Nils Breunese. > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support 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

Pop - leave copy of message in mailbox
by Terry Dobbs 29 Sep '06

29 Sep '06

Hey, I have been using OTRS pain free for a while now, there is one thing I can't figure out. I am grabbing mail using the postmasterpop3 script, but I can't find a way to set it up so it grabs the email and leaves a copy in the users mailbox. Right now it just grabs the email and removes it from the mailbox. Thanks for any help...

2 4

OTRS statistics
by Edgar Meij - Hostnet Helpdesk 29 Sep '06

29 Sep '06

Dear all, During the greater part of this year I've been developing a statistics module for OTRS (and Hostnet). Attached you'll find a zip file with the final result. See the README file within for further installation details, requirements, etc. etc. The script is able to produce the following ticket statistics, aggregated on a per-day or per-week basis, between specified dates and in specified queues. The output can be selected as well; graphs, CSV and HTML (tables) are supported. Maybe it'll be of use to some of you ;-) . - Number of new tickets (total/calls/e-mails) - Workload (number of calls, in- and outgoing e-mails) efficiency: - E-mail time calculations: Open time Reply time Resolution time efficacy: - Average number of follow-ups/replies per ticket - Number of first time fixes Best regards (and happy holidays), Edgar Meij Hostnet BV Singel 106 1015 AD Amsterdam The Netherlands helpdesk website: http://www.hostnet.nl/helpdesk helpdesk : helpdesk(a)hostnet.nl tel : 020 // 7500 811 fax : 020 // 7500 825 sales : sales(a)hostnet.nl administratie : admin(a)hostnet.nl

4 8

I don't see tickets in My Queues
by franck.lamas＠stp-presse.fr 29 Sep '06

29 Sep '06

3 3

Can't locate Kernel/Config.pm in @INC
by kobus＠barnard.za.org 28 Sep '06

28 Sep '06

Hi I installed OTRS on a Fedora5 system (apache2 and perl5.8) all required perl modules are installed. GenericAgent.pl, PostMasterPOP3.pl and UnlockTickets.pl can't seem to find Config.pm (/var/www/otrs/Kernel/Config.pm). How can I update @INC ? OTRS was installed to the standard location on FC: /var/www/otrs GenericAgent.pl's output follows: Can't locate Kernel/Config.pm in @INC (@INC contains: /var/www/otrs/Kernel/cpan-lib /var/www/otrs /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /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/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /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 /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /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/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /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 /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /var/www/otrs//bin/GenericAgent.pl line 40. BEGIN failed--compilation aborted at /var/www/otrs//bin/GenericAgent.pl line 40. Regards Kobus

3 2

Ticket Ownership Changes
by Joe Fusco 28 Sep '06

28 Sep '06

Is there any way to stop OTRS from changing ownership of a ticket just because I touched it? I have tickets assigned to a technician but will often place notes in the ticket (authorization for expenditures, etc.). I want to leave ownership with the technician and just insert a note. Thank you Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service.

1 0

RE: spam
by Phil Morris 28 Sep '06

28 Sep '06

>Thanks Phil for the advice. On Sysconfig I have added I-Mail-Spam-Revdns >and I have also put the Match and Set values as advised, but still it >does no work. I think the point you are missing is the one Andy Lubel raised: Andy Lubel wrote: >>And you have a SMTP gateway tagging this? Something like SpamAssasin or the >>likes? What he is saying is that your incoming email must be being processed and tagged in the headers FIRST before OTRS can use the tags to filter out spam. OTRS is not a spam filter itself, it can only filter based on the message headers. My previous message was an example of the headers that MY ISP puts on my email headers. Your ISP might not have a spam system, or may have a different one. If they have a different one, you will have to ask them what they use and what headers to expect. If they do not have a spam system, you will have to implement one yourself, as described in the OTRS manual. I hope this helps you to understand and crack your spam problem!

1 0

Help finding installer.
by Dustin Oprea 28 Sep '06

28 Sep '06

I see that the installer.pl file used to set up the system should be in OTRS' root web directory, but it seems to be buried in "www/otrs/bin/cgi-bin/installer.pl" instead. I tried many different versions, and then just moving everything (as a last resort) to where the documentation says the installer script and every other webfile should be, but to no avail. What am I missing? Thanks :) . Dustin Oprea

3 5

RE: spam
by Mamakwa M. Sefiri 28 Sep '06

28 Sep '06

Thanks Phil for the advice. On Sysconfig I have added I-Mail-Spam-Revdns and I have also put the Match and Set values as advised, but still it does no work. _____ From: Phil Morris [mailto:otrs-bounces@otrs.org] On Behalf Of Phil Morris Sent: 27 September 2006 11:04 AM To: otrs(a)otrs.org Subject: RE: spam I've had some fun with this lately. We changed ISP and they use Imail and their premium mail filter. I had to add the relevant tags into the SysConfig in OTRS to be able to pick them up in the postmaster filter screen. Also they were case sensitive, but once this was done filters such as: Match: I-Mail-Spam-Revdns = .* Set: X-OTRS-QUEUE = Junk Set X-OTRS-STATE = closed successful worked nicely. Apologise that this list is in uppercase after mentioning the case sensitivity, but here are the tags I was given: X-IMAIL-SPAM-ADDRBL X-IMAIL-SPAM-DNSBL X-IMAIL-SPAM-HELOBL X-IMAIL-SPAM-HELODOMAIN X-IMAIL-SPAM-INVALIDFROM X-IMAIL-SPAM-IP4R X-IMAIL-SPAM-STATISTICS X-IMAIL-SPAM-RHSBL X-IMAIL-SPAM-PHRASE X-IMAIL-SPAM-VALFROM X-IMAIL-SPAM-VALREVDNS X-IMAIL-SPAM-VALHELO X-IMAIL-SPAM-URL-DBL X-IMail-SPAM-Premium X-IMail-SPAM-SPF-None X-IMail-SPAM-SPF-Fail X-IMail-SPAM-SPF-Softfail >And you have a SMTP gateway tagging this? Something like SpamAssasin or the >likes? >On 9/26/06 8:13 AM, "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> wrote: > I have set the Match for Heater 1 to "X-Spam-Flag:" and the Value to "Yes", > and se the "Set" header 1 to "X-OTRS-Queue:" and value to "Junk" > > > From: Mamakwa M. Sefiri > Sent: 26 September 2006 12:05 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] spam > > I have setup the PostMaster Filter to send spam email to the junk queue, and > it does not work. > > Please advise

1 0

RE: [otrs] spam
by Mamakwa M. Sefiri 28 Sep '06

28 Sep '06

Where do I have trigger the SMTP? _____ From: Andy Lubel [mailto:andy.lubel@gtsi.com] Sent: 26 September 2006 06:45 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] spam And you have a SMTP gateway tagging this? Something like SpamAssasin or the likes? On 9/26/06 8:13 AM, "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> wrote: I have set the Match for Heater 1 to "X-Spam-Flag:" and the Value to "Yes", and se the "Set" header 1 to "X-OTRS-Queue:" and value to "Junk" _____ From: Mamakwa M. Sefiri Sent: 26 September 2006 12:05 PM To: User questions and discussions about OTRS.org Subject: [otrs] spam I have setup the PostMaster Filter to send spam email to the junk queue, and it does not work. Please advise _____ _______________________________________________ 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

Need Help - Problem with Email-Ticket
by Joe Fusco 27 Sep '06

27 Sep '06

I have OTRS 2.0.4 on OpenSuSE 10.1. When I create a ticket using the Email-Ticket button, the queue view shows the last communication instead of the original ticket information. When you zoom, it looks fine. For instance, we currently have several tickets that show "...The owner of your ticket '###############' has been changed to 'Technician Name'." in QueueView. I've looked through the bug reports but didn't see anything on it. Any suggestions before I submit a bug? Has anyone else experienced this? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service.

1 0

Empty System Logs
by Phil Morris 27 Sep '06

27 Sep '06

Hi again, Every time I go into the 'System Log' page in the OTRS Agent interface, it is completely empty. My OTRS system is implemented on Windows 2000, Apache and MySQL Does anyone recognise this behaviour, and if so know how to get to view the system log WITHOUT having to log into the server? Thanks

3 2

Tickets not showing in queue
by Hans du Plooy 27 Sep '06

27 Sep '06

Hi guys, I'm running OTRS-1.3.2 on SLES 9 SP3. It started of as OTRS 1.0 or 1.1 (can't remember) and has been upgraded systematically since. however, the lat upgrade was just when 1.3.2 came out, and I haven't touched it since. Lately, in the last month or so, all tickets don't show up in the queue. The queue would show that there are say 50 tickets, but only 10 or so are displayed in the queue. This includes all the user queues. When you search for the ticket it does find it, and it is still open and functional. It just doesn't show in the queue. It also happens that tickets go "missing" and when you search you find that it is already closed. Any ideas why this is happening? Thanks Hans

1 0

html-link field
by Joe Horne 27 Sep '06

27 Sep '06

Module: config.pm Field http-link Help, I am a newbie at Perl and the OTRS system. I need to put an IP address in this field and have the browser use it as a page. Basically I want to use an IP address of a router so I can access it directly. Thanks _____________________________________ Joseph G. Horne, Microsoft XP MCP joeyhorne(a)salisbury.net ________________________________________________________________ Sent via the Salisbury.Net WebMail system at salisbury.net

1 0

RE: spam
by Phil Morris 27 Sep '06

27 Sep '06

I've had some fun with this lately. We changed ISP and they use Imail and their premium mail filter. I had to add the relevant tags into the SysConfig in OTRS to be able to pick them up in the postmaster filter screen. Also they were case sensitive, but once this was done filters such as: Match: I-Mail-Spam-Revdns = .* Set: X-OTRS-QUEUE = Junk Set X-OTRS-STATE = closed successful worked nicely. Apologise that this list is in uppercase after mentioning the case sensitivity, but here are the tags I was given: X-IMAIL-SPAM-ADDRBL X-IMAIL-SPAM-DNSBL X-IMAIL-SPAM-HELOBL X-IMAIL-SPAM-HELODOMAIN X-IMAIL-SPAM-INVALIDFROM X-IMAIL-SPAM-IP4R X-IMAIL-SPAM-STATISTICS X-IMAIL-SPAM-RHSBL X-IMAIL-SPAM-PHRASE X-IMAIL-SPAM-VALFROM X-IMAIL-SPAM-VALREVDNS X-IMAIL-SPAM-VALHELO X-IMAIL-SPAM-URL-DBL X-IMail-SPAM-Premium X-IMail-SPAM-SPF-None X-IMail-SPAM-SPF-Fail X-IMail-SPAM-SPF-Softfail >And you have a SMTP gateway tagging this? Something like SpamAssasin or the >likes? >On 9/26/06 8:13 AM, "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> wrote: > I have set the Match for Heater 1 to "X-Spam-Flag:" and the Value to "Yes", > and se the "Set" header 1 to "X-OTRS-Queue:" and value to "Junk" > > > From: Mamakwa M. Sefiri > Sent: 26 September 2006 12:05 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] spam > > I have setup the PostMaster Filter to send spam email to the junk queue, and > it does not work. > > Please advise

1 0

Problem with OTRS 2.0
by franck.lamas＠stp-presse.fr 27 Sep '06

27 Sep '06

3 2

What does this strange message mean?
by Nima Samadi 27 Sep '06

27 Sep '06

ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Tue Sep 26 20:42:02 2006 Message: Need Search, UserLogin or PostMasterSearch! Traceback (3217): Module: Kernel::System::CustomerUser::DB::CustomerSearch (v1.36) Line: 116 Module: Kernel::System::CustomerUser::CustomerSearch (v1.22) Line: 154 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 114 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.17) Line: 126

1 0

Customer auth via 2, 3 ... n LDAP-servers
by Alexander Gottlieb 27 Sep '06

27 Sep '06

Hi there All! Can I use more then one LDAP for customer auth? I know that is possible to use up to 10 LDAPs for customer data: $Self->{CustomerUser1} = { ... } $Self->{CustomerUser2} = { ... } and so on... But what about $Self->{'Customer::AuthModule'}? And second question - is it possible to use LDAPS (LDAP over SSL) for customer beckend? -- WBR, Alexander B. Gottlieb, mailto:alex@cca.usart.ru ICQ: 13043204 / Jabber: alex(a)jabber.usurt.ru -|- -|-

2 1

Updating ticket from email
by Robert Q.H Bui 27 Sep '06

27 Sep '06

Hello all, Does anyone know how to update a ticket from an email. That is, if a user send an email to OTRS, the system checks to see if that ticket is an existing ticket, if so, add the email to the ticket as part of the history (and maybe send a notification to owner of the ticket). Regards, Robert Bui

1 0

faqs
by Joey Horne 26 Sep '06

26 Sep '06

I have looked everywhere and I'm having a hard time figuring out where to build the faqs. I'm a newbie and I'm sorry to bug the group. Joey Horne Salisbury.Net / Internet America 704-638-0000 jhorne(a)salisbury.net

2 1

How to change sorting order for QUEUE in Customer Create Ticket Interface
by Ivy Giam 26 Sep '06

26 Sep '06

Hi, I'm currently making some minor customisations to the OTRS system used in our organization. One of the current modifications I'm trying to make is in the sorting order of QUEUE (i.e. the To: string) on the Customer's Create New Ticket interface. The current sorting order is ASC, I would like to change it to DESC. I've been searching high and low and have tried changing quite a number of parameters but none of them has worked for me. Please help, thanks. Ivy Send instant messages to your online friends http://uk.messenger.yahoo.com

2 2

FW: [otrs] spam
by Mamakwa M. Sefiri 26 Sep '06

26 Sep '06

I have set the Match for Heater 1 to "X-Spam-Flag:" and the Value to "Yes", and se the "Set" header 1 to "X-OTRS-Queue:" and value to "Junk" _____ From: Mamakwa M. Sefiri Sent: 26 September 2006 12:05 PM To: User questions and discussions about OTRS.org Subject: [otrs] spam I have setup the PostMaster Filter to send spam email to the junk queue, and it does not work. Please advise _______________________________________________ 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

Limiting Number of Tickets Listed in Customer Interface
by Ivy Giam 26 Sep '06

26 Sep '06

Dear All, Our organization has just recently introduced the customer interface to our customers. As the customers all have a great number of tickets in the database, we would like to limit the number of tickets listed to those created since they log on to the customer interface for the first time. Please advise on the probable avenues to achieve this, thanks ! Ivy Send instant messages to your online friends http://uk.messenger.yahoo.com

1 0

database migration
by Horchler, Joerg 26 Sep '06

26 Sep '06

Hi all, I want to know whether it is possible to migrate an OTRS running with MySQL to Oracle. I know that I can install it with Oracle using otrs-schema-post.oracle.sql. But can I migrate an existing installation or do I have to install a new one? Thanks Jörg

1 0

Backup and restore OTRS on windows 2003
by David Young 26 Sep '06

26 Sep '06

Hi, I need to move (migrate) OTRS and database to a new server and did not see any documentation for this process for windows server. Any help would be greatly appreciated. Thank You, David Young

1 0

Cron with error
by Boniforti Flavio 26 Sep '06

26 Sep '06

Hello list! I got cron telling me many times an hour following: DBI::db=HASH(0x8c1b6c0)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /usr/share/otrs/Kernel/System/DB.pm line 219, <DATA> line 225. What is wrong? What's happening? Thanks... -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

2 1

spam
by Mamakwa M. Sefiri 26 Sep '06

26 Sep '06

I have setup the PostMaster Filter to send spam email to the junk queue, and it does not work. Please advise

1 0

Max attachment size?
by Jason Rogers 26 Sep '06

26 Sep '06

PostMasterPOP3.pl produces the occasional error: Invalid conversion in sprintf: "%'" at /usr/perl5/5.6.1/lib/sun4-solaris-64int/Sys/Syslog.pm line 241, <PRODUCT> line 4. Which I believe is related to email attachments being too large. Does anyone know what the maximum size is, and if it can be increased?

2 1

CustomerUsers can't login
by Elias Probst 25 Sep '06

25 Sep '06

Hello, I'm running OTRS 2.0.4 on Gentoo/Apache/MySQL but can't really use it because it's not possible to log in as any CustomerUser. There are some strange log entries which look really suspicious and could be the reason for this problem. This: "Admin" -> "Customer Users <-> Groups" -> "john.doe (foobar) (John Doe)" -> "john.doe (id=john.doe)" redirects me to the SystemUser management (although it's a CustomerUser) and produces the strange log entry: ------------------------------------ ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Sep 25 16:46:05 2006 Message: Invalid number in query 'john.doe'! Traceback (26039): Module: Kernel::System::User::GetUserData (v1.50) Line: 137 Module: Kernel::Modules::AdminUser::Run (v1.31 ) Line: 102 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::var_www_foobar_2ede_otrs_2d2_2e0_2e4_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 [Mon Sep 25 16:46:05 2006] -e: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1 at /var/www/foobar.de/otrs-2.0.4//Kernel/System/DB.pm line 441, <PRODUCT> line 8. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Sep 25 16:46:05 2006 Message: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1, SQL: 'SELECT id, login, salutation, first_name, last_name, pw, valid_id FROM system_user WHERE id = ' Traceback (26039): Module: Kernel::System::User::GetUserData (v1.50) Line: 139 Module: Kernel::Modules::AdminUser::Run (v1.31 ) Line: 102 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::var_www_foobar_2ede_otrs_2d2_2e0_2e4_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 [Mon Sep 25 16:46:05 2006] -e: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /var/www/foobar.de/otrs-2.0.4//Kernel/System/DB.pm line 478, <PRODUCT> line 8. ------------------------------------ Couldn't find anything similar neither in the mailinglist archives nor at bugs.otrs.org. I'm using: Gentoo Linux www-apps/otrs-2.0.4 dev-db/mysql-4.1.21 dev-lang/perl-5.8.8-r2 dev-perl/DBD-mysql-3.0004 Any ideas what went wrong? Regards, Elias P.

1 0

AW: [otrs] Customer LDAP to AD Authentication - close, but not working
by falko.zurell＠idmedia.com 25 Sep '06

25 Sep '06

Hi Tim, I remember there was one section in the config.pl where you configure the sync between AD/LDAP and the OTRS customer database. So I guess the authentication works at your side but there will be no customer entry in the OTRS customer db because the sync is not enabled. Maybe that's a hint. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 25.09.2006 05:48 To: <otrs(a)otrs.org> Subject: [otrs] Customer LDAP to AD Authentication - close, but not working 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(a)dbtamerica.local authentification failed, no LDAP entry found!BaseDN='dc=dbtamerica,dc=local', Filter='(&(sAMAccountName=jdoe(a)dbtamerica.local)(!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

1 0

Customer LDAP to AD Authentication - close, but not working
by Miller, Tim 25 Sep '06

25 Sep '06

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(a)dbtamerica.local authentification failed, no LDAP entry found!BaseDN='dc=dbtamerica,dc=local', Filter='(&(sAMAccountName=jdoe(a)dbtamerica.local)(!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

1 0

Réf. : Tags not translated
by franck.lamas＠stp-presse.fr 22 Sep '06

22 Sep '06

1 0

still problems with file upload
by Marc Herms 22 Sep '06

22 Sep '06

I have still problems with file upload. When I want to attach a file and upload this, it tells me: Permission denied at ../..//Kernel/System/WebUploadCache.pm line 140. HOW can I resolve this? Which directory/files have to be changed and which permissions? thanks, marc

1 0

how to use OTRS to realize a approve flow ?
by Chen Fan 22 Sep '06

22 Sep '06

Hi,all how to configur OTRS to relaize this function,,,, 1, The customer sumbit a ticket,, 2, the ticket approved by a manager 3, the ticket route to the related queue, 4, the operation team process the tciket,, 5, the customer close the ticket,... any help would be thanks.. -- Jeffery `∧ ∧︵ミ^r^ミ灬)~ iaxtel Num: 1-700-576-1311 fwdnet Num: 728150 http://www.diaip.com

1 0

Help Regarding Call Closing
by franck.lamas＠stp-presse.fr 22 Sep '06

22 Sep '06

1 0

Automated unlocking of tickets don't work
by Benoit Brizion 22 Sep '06

22 Sep '06

Hi, My problem is that locked tickets never get unlocked, even if settings of the queue are right, and even if the script bin/UnlockTickets.pl is executed each day. Can you help me to find what may be wrong ? Thank you Ben

1 0

Re: otrs Digest, Vol 38, Issue 37 (Out of Office)
by Mark Crum 22 Sep '06

22 Sep '06

I will be out of the office until Monday October 2nd, 2006. If you need further assistance please contact HelpDesk at extension 5221. I will respond to your message when I return on Monday. Mark

1 0

Tags not translated
by franck.lamas＠stp-presse.fr 21 Sep '06

21 Sep '06

1 0

Re: [otrs] Has anyone been able to use the Stats module of the 2.1beta release ?
by mtremblay 21 Sep '06

21 Sep '06

On Sep 20, "Bryan Fullerton" <fehwalker(a)gmail.com> wrote: > > On 9/20/06, mtremblay <mtremblay(a)magma.ca> wrote: > > Has anyone been able to use the Stats module of the 2.1 beta release ? > > > > I am unable to create stats. > > The system is always complaining about the string "0" being used as a hash ref. > > The stats appear to work fine for me with 2.1beta2, but the UI is all > German when my front-end language is set to English. > > I will see if there is a bug open for this language issue. > > What platform are you running on? > > Bryan I haven't found any bugs on this issue on bugzilla. I was waiting to see if this could be a configuration problem before opening one. I run on Windows with ActivePerl 5.8, is it the same for you ? My UI is in english for the first screen of new stat creation though (the only one which is working). Max

2 1

Réf. : Re: Réf. : Re: Réf. : Re: Réf. : Re: Réf. : Re: [otrs] LDAP Customer Backend Authentification Question
by franck.lamas＠stp-presse.fr 21 Sep '06

21 Sep '06

1 0

can not type chinese on ticket subject.....
by Chen Fan 21 Sep '06

21 Sep '06

Hi, when i type chinese on ticket subject..the system report " Software error: Wide character in syswrite at /usr/lib/perl5/5.8.3/Net/Cmd.pm line 430. " the version i used is OTRS 2.0.4 <http://otrs.org/> -- Jeffery `∧ ∧︵ミ^r^ミ灬)~ iaxtel Num: 1-700-576-1311 fwdnet Num: 728150 http://www.diaip.com

2 2

Réf. : Re: Réf. : Re: Réf. : Re: Réf. : Re: [otrs] LDAP Customer Backend Authentification Question
by franck.lamas＠stp-presse.fr 21 Sep '06

21 Sep '06

2 1

autonotification
by Vladimir Chebotarev 21 Sep '06

21 Sep '06

Hello, otrs. Sorry for my english. OTRS do not send autonotification to customer. In options, autonotifications enable, ticket properly do active, notification automatic send to otrs user, but not send to customer. How i may fix it problem? -- Best regards, Vladimir mailto:exlend@unixbox.ru

2 1

Réf. : Re: Réf. : Re: Réf. : Re: [otrs] LDAP Customer Backend Authentification Question
by franck.lamas＠stp-presse.fr 21 Sep '06

21 Sep '06

2 1

Reply All
by Jason Rogers 21 Sep '06

21 Sep '06

OTRS currently generates a automatic response for new tickets. Problem is, the response is only sent to the email of the person who sent the request. If there were any people CC'ed on the original email, they don't get the auto response. Is there an option somewhere to configure a reply-all for auto responses?

2 1

Has anyone been able to use the Stats module of the 2.1 beta release ?
by mtremblay 20 Sep '06

20 Sep '06

Hi, Has anyone been able to use the Stats module of the 2.1 beta release ? I am unable to create stats. The system is always complaining about the string "0" being used as a hash ref. Thank you for your feedback, Max

2 1

OTRS 1.3 user - queue permission configurations
by Maxim Vexler 20 Sep '06

20 Sep '06

Hi Everyone, The documentation of otrs 1.3, permissions [1] states "You will be able to handle different groups of users with different permissions (e. g. only read ticket in a queue or one group should not have ro/rw access to a queue)." It is unclear to me how to implement those permissions. I would like to create group of "viewers" that would have read only permissions on certain queues, can this be implemented with the 1.3 version and if so please explain further. I've looked at the Config.pm file and haven't found any such option in the code. Thank you for your help, Maxim. [1] http://doc.otrs.org/1.3/en/html/permission.html#PERMISSION-GROUP -- Cheers, Maxim Vexler "Free as in Freedom" - Do u GNU ?

2 3

Réf. : Re: Réf. : Re: [otrs] LDAP Customer Backend Authentification Question
by franck.lamas＠stp-presse.fr 20 Sep '06

20 Sep '06

2 1

RE: [otrs] OTRS 1.3 user - queue permission configurations
by Peter van Beugen 20 Sep '06

20 Sep '06

"I would like to create group of "viewers" that would have read only permissions on certain queues, can this be implemented with the 1.3 version and if so please explain further" YES you can!! You can give read rights (or/and move into rights)to a group If you want the group with these rights to see/show the queue (otherwise they would only be able to search tickets in that queue), you will have to edit config.pm: $Self->{QueueViewAllPossibleTickets} = 1 Regards, Peter van Beugen Directeur ICT Telecom Direct Almere B.V. member of USG People T +31 (0)36 5310603 F +31 (0)36 5349366 W www.tda.nl -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Maxim Vexler Verzonden: woensdag 20 september 2006 14:41 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] OTRS 1.3 user - queue permission configurations On 9/20/06, Alexander Scholler <alexander.scholler(a)augsburg.de> wrote: > Hi Maxim, > > I advice to switch over to v2.x due to better implementation and more > features on access rights. For example, you can define ACLs. > But also the documentation off v2.x lacks in this point - alternatively > you can search this mailing list. > > Bye, Alex > > Maxim Vexler schrieb: > > Hi Everyone, > > > > The documentation of otrs 1.3, permissions [1] states "You will be > > able to handle different groups of users with different permissions > > (e. g. only read ticket in a queue or one group should not have ro/rw > > access to a queue)." > > > > It is unclear to me how to implement those permissions. > > > > I would like to create group of "viewers" that would have read only > > permissions on certain queues, can this be implemented with the 1.3 > > version and if so please explain further. I've looked at the Config.pm > > file and haven't found any such option in the code. > > > > Thank you for your help, > > Maxim. > > > > [1] http://doc.otrs.org/1.3/en/html/permission.html#PERMISSION-GROUP > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > => http://www.otrs.com/ > Thank you for the reference. I went to search for such info in the archives, "user queue permissions" gave some interesting results but not for 1.3 of otrs. If you can remember such discussion and could give me a direct link or some key words to search by it be a big help to me. Thank you in advance, Maxim. -- Cheers, Maxim Vexler "Free as in Freedom" - Do u GNU ? _______________________________________________ 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

Réf. : Re: [otrs] LDAP Customer Backend Authentification Question
by franck.lamas＠stp-presse.fr 20 Sep '06

20 Sep '06

2 1

permissions to upload file
by Mercator GmbH 20 Sep '06

20 Sep '06

I had to move/re-install my OTRS. All works fine (thanks to Alessandro!) :-) But I cannot upload a file as attachment. It says: Software error: Permission denied at ../..//Kernel/System/WebUploadCache.pm line 140. So, I have to chmod or chown something. But WHAT?? Please tell me which permissions to which directory or file? Thanks, Marc

1 0

Problems recibing mails
by Ronald Naranjo 20 Sep '06

20 Sep '06

it is the first time installing otrs, but i got a error when recibing mails, the folowing error is displayed when execute /otrs/bin/PostMasterPOP3.pl i also I had changed my status in spanish, (eg nuevo, pendiente) the error is: Message 1/1 (righttek12(a)mail.righttek.com) ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:54 2006 Message: No StateID for 'new'!!! Traceback (4188): Module: Kernel::System::Ticket::TicketCreate (v1.194) Line: 342 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:54 2006 Message: Need TicketID! Traceback (4188): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.94) Line: 84 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 208 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:54 2006 Message: Need TicketID! Traceback (4188): Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2687 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 231 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Sep 19 05:36:55 2006 Message: Can't process email with MessageID <<BAY102-F321A98F5AFA3E3DFA3EBAB87220(a)phx.gbl>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Traceback (4188): Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 236 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 Connection to mail.righttek.com closed. thanks in advance for your help Ronn -- Este mensaje ha sido analizado por MailScanner en busca de virus y otros contenidos peligrosos, y se considera que est� limpio. MailScanner agradece a transtec Computers por su apoyo.

2 1

LDAP Customer Backend Authentification Question
by franck.lamas＠stp-presse.fr 20 Sep '06

20 Sep '06

2 1

Queue View Problems
by Joe Fusco 19 Sep '06

19 Sep '06

I've had a couple of tickets today that show the text of the owner change notification when in the queue view. If I zoom to the ticket, it looks fine. Anyone else experience this? Any idea why or how to correct it? I have several other tickets that are fine. Thanks, Joe Fusco

1 0

External statistics of OTRS
by Alexander Scholler 19 Sep '06

19 Sep '06

Hi, OTRS v2.1 comes with reimplementation or new GUI (?) of the statistic framework. That's fine, but I think OTRS shall not try to rebuild better external tools specialized for statistic analysis. I just heard about JasperReports. Did anybody of you gained experience on cooperation of OTRS and JasperReports? If so, did you achieve to use the time within the working hours (e.g. for duration between ticket creation and closure) instead of just using mathematical time-differences. Bye, Alex

2 1

user history article.pm 1117
by Jared Cebada 19 Sep '06

19 Sep '06

I have some users who can login to otrs. They are then greeted by software error in article.pm line 1117. However they can create tickets, and update their preferences. They just can't view their own ticket history. For that matter neither can an admin. However that is not the same for all users, most can login and view their history just fine. Sense other users can log in I believe the problem is in the Database. What table is responsible for linking the customer id to the ticket id.

1 0

zurück on my admin page !!!!
by franck.lamas＠stp-presse.fr 18 Sep '06

18 Sep '06

1 0

Tickets created in wrong Queue
by Danie 18 Sep '06

18 Sep '06

Hi , I have setup multiple POP3 accounts , however certain tickets that should go to a certain Queue are in fact created in the wrong queue (I have created a SPAM Queue) , this is puzzling however as I have not setup any SPAM filters on OTRS. OTRS-PM3-10[20615]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [200609181069421/no deposit bonu] created (TicketID=349627,Queue=SPAM,Priority=3 normal,State=new) Will PostmasterFilter override any other settings in OTRS?

1 0

Agent phone
by Fridtjof Busse 18 Sep '06

18 Sep '06

Hi Is there any way to give an agent his own phone-number in the automatically generated signature? The signature should not only consist of the agents namen but also his personal phonenumer. Any way to do that? -- Fridtjof Busse

1 0

ticket last updated....
by Alan Silver 15 Sep '06

15 Sep '06

Hi all: First, let me say that I am happy with otrs. Works wonderfully. There is only one feature that I am desperately in need of. I know this question has been asked before, most notably by ColbyW in Oct 2005. Since there was no solution at that time, I figured I would ask again and see if anyone came up with a solution...... Along with probably many people here, I am looking for a way to sort the queue based on when a ticket was last updated by Note, Email, Owner, TicketFree Text, anything...... Has anyone been able to accomplish this task? We are currently running 2.0.4 here and I have been playing with the 2.1.0 beta2 on a test box. Thanks in advance for the help alan

1 0

Two Interface requests
by Jan Miczaika 15 Sep '06

15 Sep '06

Hello, I'm not sure whether this is implemented in 2.1.0 yet, but I have two small requests for interface enhancements: 1. When I select a ticket via its checkbox I get a javascript confirmation box. I need to click this away. This increases the number of clicks required for batch editing by 100%. Especially when I select all Spam etc. this is a major pain. I would recommend removing this. 2. Also regarding batch selection: I would propose radio buttons for selecting all tickets on a screen and all tickets in a queue. Thanks! Jan -- Jan Miczaika Co-Founder, Hitflip Tel +49-221-272407-27 (Cologne Office) Tel +49-261-6509-263 (Koblenz Office) Mob +49-173-3092638

4 3

Intermittend Errors when reply/forwarding tickets
by Danie 15 Sep '06

15 Sep '06

Hi , I have searched the mailing list for answers to this problem , and even applied the resolutions , but still i am getting the following error : ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Fri Sep 15 12:30:42 2006 Message: Can't send to: [email protected]! Enable debug for more info! Traceback (7920): Module: Kernel::System::Email::SMTP::Send (v1.9) Line: 97 Module: Kernel::System::Email::Send (v1.14) Line: 467 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.94) Line: 1582 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.94) Line: 293 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 208 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 I added the CheckMXRecord = 0 to my Config (as suggested in one of the mailing list replies) , also this is quite odd as this particular email is being sent to an internal address. I am running SMTP on a Debian box which forwards the mails to Exchange Servers. Any help / suggestions will be greatly appreciated as I am at a loss :( Daniel

1 0

Changing "Ticket" to desired language
by Nima Samadi 15 Sep '06

15 Sep '06

Is there a way to change the "Ticket" in Re: [Ticket#...] in the subject of the outgoing emails to desired language? For example -> Re: [Ärende#...] And how would this affect the system? Thank you in advance. Regards Nima Samadi System development Besedo - För att dina kunder gillar service Dalénum 32 181 70 Lidingö Tel 08 544 899 90 Mobil 073 627 54 45 nima.s(a)besedo.se

2 1

send mail on ticket close
by Alan McKeown 15 Sep '06

15 Sep '06

All, I created an email ticket yesterday and the customer was sent the ticket number. However when I closed the ticket no email was sent. I would have expected this to happen. Is there some configuration that needs to be put in place for this to work. Regards Alan. 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 <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. ********************************************************************** -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

2 1

keeps sending Ticket reminder
by Carlos A. Cardona Gomez 15 Sep '06

15 Sep '06

Hi, I'm using OTRS 2.0.3. One of the agents is complaining because OTRS is sending a ticket reminder, even after closing the ticket and even after changing the owner!... Anybody knows what can i do to stop that? Thanks, Carlos Cardona

2 1

RE: [otrs] Admin Link lost :(
by Dale Shriver 14 Sep '06

14 Sep '06

Same here. You have to start with a fresh database and never touch admin's privileges or groups. OTRS doesn't do a good job of protecting you from yourself in this area. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alan McKeown Sent: Thursday, September 14, 2006 10:11 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Admin Link lost :( Hi, This happened to me some time ago and I had to get the sys admin guy to refresh OTRS. Alan 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 Ambrish Yadav Sent: 14 September 2006 11:08 To: otrs(a)otrs.org Subject: [otrs] Admin Link lost :( Hi Everyone, I'm new to the whole support thing and was evaluating OTRS. I know i did something nasty by which the "admin" link has vanished (even after logging with admin credentials). Therefore, i cannot in anyway, set user, user group, customer, cutomer groups , etc. Can anyone help me with this :( ? Cheers Ambrish _______________________________________________ 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 #1), 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. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? =http://www.otrs.com/

2 1

RE: [otrs] Admin Link lost :(
by Alan McKeown 14 Sep '06

14 Sep '06

Hi, This happened to me some time ago and I had to get the sys admin guy to refresh OTRS. Alan 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 Ambrish Yadav Sent: 14 September 2006 11:08 To: otrs(a)otrs.org Subject: [otrs] Admin Link lost :( Hi Everyone, I'm new to the whole support thing and was evaluating OTRS. I know i did something nasty by which the "admin" link has vanished (even after logging with admin credentials). Therefore, i cannot in anyway, set user, user group, customer, cutomer groups , etc. Can anyone help me with this :( ? Cheers Ambrish _______________________________________________ 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 #1), 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.

1 0

Empty answer in HTML
by odracir_seravat＠simplesnet.pt 14 Sep '06

14 Sep '06

1 0

Admin Link lost :(
by Ambrish Yadav 14 Sep '06

14 Sep '06

Hi Everyone, I'm new to the whole support thing and was evaluating OTRS. I know i did something nasty by which the "admin" link has vanished (even after logging with admin credentials). Therefore, i cannot in anyway, set user, user group, customer, cutomer groups , etc. Can anyone help me with this :( ? Cheers Ambrish

1 0

Need help understanding an error message
by Steve Hill 14 Sep '06

14 Sep '06

I have asked before, but have not received any responses, so I will try again. I have a OTRS-supplied cron job that runs at 45 minutes after every even hour, and in the SystemLog, I get sit iterations of (for example): Wed Jul 12 00:45:02 2006 error OTRS-PendingJobs-10 Need StateID or State! Wed Jul 12 00:45:02 2006 error OTRS-PendingJobs-10 Need StateID or State! Wed Jul 12 00:45:02 2006 error OTRS-PendingJobs-10 Need StateID or State! Wed Jul 12 00:45:02 2006 error OTRS-PendingJobs-10 Need StateID or State! Wed Jul 12 00:45:02 2006 error OTRS-PendingJobs-10 Need StateID or State! Wed Jul 12 00:45:02 2006 error OTRS-PendingJobs-10 Need StateID or State! I can locate the area where the message comes from, but I don't "speak" perl>4 so I don't understand what the system is complaining about. It might be six records in the database that have gotten corrupted, or something else, which I don't understand. Can anyone please give me some troubleshooting steps to get rid of these annoying messages?? Thanks, Steve

1 1

SysConfig items not updating
by Brian Dye 14 Sep '06

14 Sep '06

Hello All, Got a debian install all up and working, have read several other threads and have the permissions and everything setup so I can goto SysConfig, however after I select a group and a sub group and try to make changes to an element the changes are not made and everything appears grayed out. I cant uncheck the boxes because they are grayed out and when I change a value of an element and hit update the change is not made. I was however able to make changes via the .pm file, I would rather use the web interface however, any suggestions? -B

1 0

RE: [otrs] auto reject in OTRS 1.3
by Maurer, Hermann 13 Sep '06

13 Sep '06

Hi Jason, please set 'Follow Up Option' to 'reject' in the settings of the appropriate queue. Gruß/Regards, Hermann Maurer > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Jason Joines > Sent: Tuesday, September 12, 2006 9:52 PM > To: otrs(a)otrs.org > Subject: [otrs] auto reject in OTRS 1.3 > > I'm using OTRS 1.3 on SuSE 9.1. "auto reply" works fine > with custom reply but "auto reject" does not work even with > the "default reject" > message. Instead of a rejection message being sent when a > user replies to a closed ticket, the ticket is just reopened. > Any suggestions? > > > Jason Joines

2 1

Réf. : [otrs] Queue notifications
by franck.lamas＠stp-presse.fr 13 Sep '06

13 Sep '06

1 0

Queue notifications
by Carlos A. Cardona Gomez 13 Sep '06

13 Sep '06

Hello, Where (how) can i change the text of the queue notifications? For example, i want to transalate " Hi Carlos Andrés, there is a new ticket in "DBA - Clonación"! " Thanks! Carlos Cardona

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sort customer list
by La Scala, Giovanni 13 Sep '06

13 Sep '06

Hi, I have to sort customer list in administrator page "Customer <-> Group". The list must be ordered by name and surname of a customer. How can I do it? Where I can set this value? Thank you, Giovanni

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