- otrs - OTRS mailing lists

Calling an external script when a ticket is closed
by Jan Miczaika 13 Sep '06

13 Sep '06

Hello, I would like to track the satisfaction of our customers with the support. I would like to send customers whose ticket has been closed an email with a link to a short questionnaire where they can rate the agent. By the way, it would be great if OTRS offered this kind of functionality in house. It would fit well into the statistics area for output. But its probably a major issue. I would build a separate application which tracks the answers and saves them to the database. The question is, how can I send a properly formatted email to the user? I thought of setting up a GenericAgent which acts hourly on closed tickets. It would run the command sendmail.sh, which in turn would call a script on my app using wget which sends out the email. Since command is passed the TicketID I can use that for identifiying the customer (passing the email would be much easier). Sounds realistic? 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 -- Jan Miczaika Co-Founder, Hitflip Tel +49-221-272407-27 (Cologne Office) Tel +49-261-6509-263 (Koblenz Office) Mob +49-173-3092638

2 1

Réf. : I don't see tickets in My Queues
by franck.lamas＠stp-presse.fr 13 Sep '06

13 Sep '06

1 0

Agents as customers?
by Joe Fusco 12 Sep '06

12 Sep '06

Greetings, I am in the last stages of configuring OTRS and will be rolling it out soon. My question is should I enter my agents as customers as well? Each has potential to be either. Would I encounter any problems if I do this? Thanks, Joe Fusco

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Defaulting to the customer interface
by Joe Fusco 12 Sep '06

12 Sep '06

I had previously asked a question about how to make helpdesk.company.com open the customer interface and hdagent.company.com open the agent interface. As it turns out, I was doing it right all along but I was having a cache issue so my browser was not showing me the changes. Here are the steps, for anyone who is interested, to have separate URLs for customers and agents. I am using OTRS on SuSE Linux using Apache. These instructions may not apply to Windows/IIS users. 1. Create a DNS record or subdomain for each of the URLs you want to use. I created helpdesk.company.com and hdagent.company.com. 2. Navigate to /opt/otrs/var/httpd/htdocs and create a subdirectory named agent 3. Copy the index.html file into the newly created directory. 4. Edit the index.html file in the /opt/otrs/var/httpd/htdocs directory. Replace the line <meta http-equiv="refresh" content="0; URL=/otrs/index.pl"> with <meta http-equiv="refresh" content="0; URL=/otrs/customer.pl">. Leave the file in the agent directory as it is. 5. Set up a virtual host file in Apache for each of the URLs. (You may need to enable virtual hosts in Apache.) The host files on OpenSuSE 10.1 can be found in /etc/apache2/vhosts.d and should look like this: #[helpdesk.conf] <VirtualHost *:80> ServerAdmin it(a)company.com ServerName helpdesk.company.com ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" DocumentRoot /opt/otrs/var/httpd/htdocs/ <Directory /opt/otrs/var/httpd/htdocs/> Options FollowSymLinks AllowOverride None </Directory> </VirtualHost> #[hdagent.conf] <VirtualHost *:80> ServerAdmin it(a)company.com ServerName hdagent.company.com ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/agent/" DocumentRoot /opt/otrs/var/httpd/htdocs/agent/ <Directory /opt/otrs/var/httpd/htdocs/agent> Options FollowSymLinks AllowOverride None </Directory> </VirtualHost> 6. Restart apache for the changes to take effect. Once the DNS records update, you should be good to go. You can tell your agents to login via hdagent.company.com and customers to visit helpdesk.company.com. ====================== 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

auto reject in OTRS 1.3
by Jason Joines 12 Sep '06

12 Sep '06

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 =================================

1 0

CustomerID drop-down & DB table holding companies?
by Oliver Buckie 12 Sep '06

12 Sep '06

Dear all Overview: I have just downloaded the latest version of OTRS for Windows to evaluate for a small IT-Service Helpdesk dealing with external customers. I am using the default OTRS database as a backend and do not wish to auto-populate. I'm new to OTRS - go easy with me! BTW, OTRS has a very nice look and feel about it - compliments to the developers! Background: Our customers are companies and support requests come from persons (contacts). There can of course be multiple persons in a company requesting support. From what I've read (mailing lists & admin manual) I believe the OTRS way of grouping persons by company is by using the same CustomerID. Problem: So that my agents can't make any mistakes, is it possible to turn this field into a drop-down list with pre-defined values (company1, company2, company3 etc.)? It would also be nice if agents could add new companies to this drop-down if they didn't exist with a "New Company..." option. Finally, if a particular company is selected, would also be nice if another field (free text?) displayed the persons (contacts) within the company. If these persons don't exist, then a "New contact..." option. Solution?: I think what I need are database tables holding all my companies and their contacts - which I could add to via OTRS. Am I on the right track? I have absolutely no idea how I would do this? Not sure which code to change and where. Also not sure how to add new tables to the DB. I would really appreciate your comments for a complete beginner! Many thanks in advance. Regards Oliver

1 1

Réf. : Re: [otrs] I don't see tickets in My Queues
by franck.lamas＠stp-presse.fr 12 Sep '06

12 Sep '06

1 0

Follow-up on forwarded mail as email-int
by Alexander Scholler 12 Sep '06

12 Sep '06

Hi, on OTRS v2.0.4, replies on forwarded mails are added to the ticket as email-external. Thus the customer can read the reply which is normally not wanted. I think a have read some weeks ago that OTRS v2.1 reuses the nomenclature Ticket#xyz-FW for forwarded messages. Through this, replies could be add to the ticket as email-int. But I tested v2.1-beta2 which still have the same behavior like v2.0.4. Did you make any other experience? Any known workaround? Bye, Alex

1 0

OTRS on DB2: index creation failure
by Tobias Lütticke 12 Sep '06

12 Sep '06

Hi all, I have trouble setting up OTRS 2.0.4 on SuSE Linux Enterprise Server 9 with an DB2 database backend (DB2 8.1.2). When running the script 'otrs-schema.db2.sql' I receive the following response: <quote> CREATE INDEX article_message_37 ON article (a_message_id) SQL0614N The index or index extension "ARTICLE_MESSAGE_37" cannot be created or altered because the combined length of the specified columns is too long. SQLSTATE=54008 <unquote> Obviously DB2 refuses to create the requested index on attribute 'a_message_id', which is of type VARCHAR (3800). The statement does not seem to be correct, since DB2 documentation says: <quote> Explanation: The index could not be created or altered because the sum of the key column internal lengths would exceed 1024... Also, an index cannot be created using a LONG VARCHAR, LONG VARGRAPHIC, or LOB column. If the index is defined on a typed table, there is additional index overhead that reduces the maximum length by 4 bytes. The index may be altered by an ALTER TABLE or ALTER NICKNAME statement that alters the data type of one or more columns. An index extension could not be created because the sum of the columns returned by the GENERATE KEY function would exceed 1024. <unquote> Can this be possibly solved by DB2 configuration means (the manual mentions a 'generate key' function which may be altered)? What might be the consequences (performance) if I do not have an index on this column? BTW, does anybody know why this id column is of type varchar? MOst (but not all) id columns in the DDL are numeric (I did not check the source with regard to the data the column is filled with). I did not see any entry at all in the bugzilla concerning DB2 (that may mean everything's perfect or nobody is using DB2...). Any ideas appreciated. Cheers Tobias -- Tobias Lütticke

1 0

PostmasterPOP3.pl
by Justen Hess 12 Sep '06

12 Sep '06

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,

1 0

Customizations to the agent login interface
by Joe Fusco 11 Sep '06

11 Sep '06

I figured out how to do the link from the agent login to the customer login. It took a bit of research since I'm not familiar with the .dtl syntax but here's what I did: [SNIP] <p> <table border="0" width="800" cellspacing="0" cellpadding="8"> <tr> <td width="120" class="header"> <img src="/otrs-web/images/Standard/ocean-small.gif"> </td> <td class="mainhead3">$Text{"Ocean Dental Trouble Ticket System"}</td> </tr> </table> <br> <table border="0" width="800" cellspacing="0" cellpadding="3"> <tr> <td align="center" class="medium">$Text{"This is the agent login screen. Users, please"} <a href="http://helpdesk.oceandental.net/otrs/customer.pl" class="medium">$Text{"Click Here to Login"}</a></td> </tr> </table> <br> [SNIP] The first table shows the company logo and title in the black box. That was just a matter of editing the existing code. The second table is where the link is. I also edited css.dtl to add the class "medium" to provide the size, color and weight of text I wanted for the link. This may be simplistic to some of you but I thought I would post it in case someone else was interested in doing what I did. 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: About Auto Response
by Andy Lubel 11 Sep '06

11 Sep '06

Look in ³Auto Responses² and ³ Auto Responses <-> Queue² section. There is a ticket type called ³auto-reply² that is called whenever a queue is set to give new ticket notfication. Also, in the future please post this in the discussion lists. Regards, Andy On 9/10/06 11:36 PM, "Yosua Winata" <yosua.winata(a)yahoo.com> wrote: > Hi Andy, > > My name is yosua. > > I have a few trouble in auto response in OTRS 2.0.4. > > > > Please help me, if you can solve my problem. > > The default, otrs automatically sending auto response with subject > <default_reply>: > > > > Re: [Ticket#ticket_id] [<OTRS_CUSTOMER_SUBJECT[20]>] > > I have a few trouble to remove tag [Ticket#ticket_id]. > > So finally, text in subject field, should like this: > > > > Re: [<OTRS_CUSTOMER_SUBJECT[20]>] > > How is a way to remove [Ticket#ticket_id], because in subject field if Re: > [Ticket#ticket_id] [<OTRS_CUSTOMER_SUBJECT[20]>] is showed, the subject field > is too long. I have tried, and so far i don't have any solution, thanks > before. > > > Stay in the know. Pulse on the new Yahoo.com. Check it out. > <http://us.rd.yahoo.com/evt=42974/*http://www.yahoo.com/preview> --

1 0

OTRS on DB2: index creation failure
by Tobias Lütticke 11 Sep '06

11 Sep '06

Hi all, I have trouble setting up OTRS 2.0.4 on SuSE Linux Enterprise Server 9 with an DB2 database backend (DB2 8.1.2). When running the script 'otrs-schema.db2.sql' I receive the following response: <quote> CREATE INDEX article_message_37 ON article (a_message_id) SQL0614N The index or index extension "ARTICLE_MESSAGE_37" cannot be created or altered because the combined length of the specified columns is too long. SQLSTATE=54008 <unquote> Obviously DB2 refuses to create the requested index on attribute 'a_message_id', which is of type VARCHAR (3800). The statement does not seem to be correct, since DB2 documentation says: <quote> Explanation: The index could not be created or altered because the sum of the key column internal lengths would exceed 1024... Also, an index cannot be created using a LONG VARCHAR, LONG VARGRAPHIC, or LOB column. If the index is defined on a typed table, there is additional index overhead that reduces the maximum length by 4 bytes. The index may be altered by an ALTER TABLE or ALTER NICKNAME statement that alters the data type of one or more columns. An index extension could not be created because the sum of the columns returned by the GENERATE KEY function would exceed 1024. <unquote> Can this be possibly solved by DB2 configuration means (the manual mentions a 'generate key' function which may be altered)? What might be the consequences (performance) if I do not have an index on this column? BTW, does anybody know why this id column is of type varchar? MOst (but not all) id columns in the DDL are numeric (I did not check the source with regard to the data the column is filled with). I did not see any entry at all in the bugzilla concerning DB2 (that may mean everything's perfect or nobody is using DB2...). Any ideas appreciated. Cheers Tobias -- Tobias Lütticke

1 0

at word used in SQL is reserved !!!
by franck.lamas＠stp-presse.fr 11 Sep '06

11 Sep '06

1 0

Sender of escalation notifications
by Andrea Delise 11 Sep '06

11 Sep '06

I'm setting up otrs 2.0.4 on rhel 4. I've enabled via the Genericagent the notifications to agents in case of escalation. But the mails are sent from the address otrs@localhostname while I would like to force them to be sent from the postmaster address. Is it possible? Do I need to dig into source or there is a configuration option I'm missing? Thanks in advance... Andrea -- -------------------------------------- Andrea Delise - S.I.S.S.A. Computer Staff Via Beirut 2-4 - 34014 Trieste - Italy Tel: +39-040-3787552 - Fax: +39-040-3787528 e-mail: delise(a)sissa.it --------------------------------------

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OTRS/Postmaster.pl memory usage
by Richard Hinkamp - BeSite 09 Sep '06

09 Sep '06

Hi, On my server perl scripts are limited to use 80Mb memory max. When I use PostMaster.pl to add an e-mail with a 4.2Mb attachment (size of plaintxt e-mail is 6.6mb) to the system, it crashes with a "Out of memory" message. Is PostMaster.pl really using that much memory? Is there a way to check how much it's using? I'm no perl expert, so I have no idea. Can I use a tool like valgrind on perl scripts? Is there a way to optimize memory usage? I need to be able to accept messages with 5-10 Mb of attachments and it's possible for me to change the memory limit unfortunately. Thanks in advance! Richard

1 0

(no subject)
by Alan McKeown 08 Sep '06

08 Sep '06

All, I need to set-up some internal queues for admin and infrastructure. Is it possible that the customers can also be the agents? i.e. I have 2 guys set-up as agents for the infrastructure queue but they are also the customer. I am not sure I fully understand if this will 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

Customers and AD
by Andy Lubel 08 Sep '06

08 Sep '06

We have a customer database fed by Active Directory. By default, this setup uses the "from" address that the PostmasterPOP3.pl grabs to map the customer owner to the PrimarySMTP address in AD, so that the user can log in. We have issues where people are submitting tickets (from a form, where you enter your company email address) and arent using their PrimarySMTP address (chris.doe as opposed to christopher.doe) Is there a neat way to look at the tickets that don't have the mappings appropriate? The only way I can tell is that the First and Last name don't show up under the CustomerID column. Is there anything else that may help me refine a query and fix some of these? Thanks for any guidance, Andy

1 0

AW: [otrs] Automatic Unlock?
by shawn.beasley＠dlh.de 08 Sep '06

08 Sep '06

I have found it. When a ticket in a sub-queue should be automatically unlocked, then the parent (main) queue may not have a value of 0 minutes (unlimited). That was easy :=) Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Matthias Wegner Gesendet: Freitag, 8. September 2006 09:23 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Automatic Unlock? Be sure to configure and scedule the unlock cron job. Check, if the cron job works. Greetings Matthias Wegner shawn.beasley(a)dlh.de wrote: > What am I missing? > > Admin -> Queue -> > > > Unlock timeout (minutes): 5 0 = no unlock - 1 day = 1440 minutes > > This should set all tickets with the status locked to unlock after 5 minutes? > > Is there another setting that must be taken into consideration here? > > 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/

1 0

ticket status
by La Scala, Giovanni 08 Sep '06

08 Sep '06

Hi, how can I do to have a state for "waiting customer response" and "waiting operator response"? The system would be the following: When customer send a response, the ticket automatically must be in status "waiting operator response" (how can I do it?). Thanks, Giovanni

2 1

Automatic Unlock?
by shawn.beasley＠dlh.de 08 Sep '06

08 Sep '06

What am I missing? Admin -> Queue -> Unlock timeout (minutes): 5 0 = no unlock - 1 day = 1440 minutes This should set all tickets with the status locked to unlock after 5 minutes? Is there another setting that must be taken into consideration here? 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

2 1

More aesthetic woes - Customizing agent login
by Joe Fusco 07 Sep '06

07 Sep '06

In my effort to personalize the agent login screen I managed to get it looking pretty good... in FireFox. I happened to check it out in IE and it's not right at all. I asked previously about how to place a link to the customer login page on the agent page as well as how to get apache to serve the OTRS customer page but haven't gotten any answers. Here's what it looks like in FireFox: http://unclebubby.dnsalias.org/public/otrs-ff.gif Here's what I get in IE: http://unclebubby.dnsalias.org/public/otrs-ie.gif Here's the code from /opt/otrs/Kernel/Output/HTML/Standard/Login.dtl: <p> <table border="0" width="800" cellspacing="0" cellpadding="8"> <tr> <td width="120" class="header"> <img src="/otrs-web/images/Standard/ocean-small.gif"> </td> <td class="mainhead3">$Text{"Ocean Dental Trouble Ticket System"}</td> </tr> </table> <form action="$Env{"CGIHandle"}" method="post" enctype="application/x-www-form-urlencoded" name="login"> <input type="hidden" name="Action" value="Login"> <input type="hidden" name="RequestedURL" value="$QData{"RequestedURL"}"> <input type="hidden" name="Lang" value="$Env{"UserLanguage"}"> <table border="0" cellspacing="0" cellpadding="3" width="270"> <tr> <td align="center" class="singleboxhead">$Text{"Helpdesk Agent Login"}</td> </tr> <tr> [SNIP]  <b><center>This is the helpdesk agent login screen.<br> Customers, please <a href="http://helpdesk.domain.com/otrs/customer.pl>login here</a></center></b> </body> </html>  I really want to get the customer link between the logo/title bar and the first login box. Any help would be appreciated. Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.0601 Cell: 405.612.8040 Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

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AW: [otrs] Using OTRS in an operations only environment?
by shawn.beasley＠dlh.de 07 Sep '06

07 Sep '06

Hi, That is the great thing about OTRS, you can use it how you like. From my experience, I would try a combination of OTRS/SIROS (because of the better assignment of rolls) and http://www.dotproject.net dotProject because of the scheduling and dependencies of changes. Best Wishes, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 Cargo Future Communications GmbH Building 1335 D-55483 Hahn-Airport Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.com ________________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Fasano, Anthony Gesendet: Dienstag, 5. September 2006 17:25 An: otrs(a)otrs.org Betreff: [otrs] Using OTRS in an operations only environment? I am looking at apps to use for managing tasks in an Ops only environment where the agents and customers are generally the same people. Two example scenarios would be: Provision a New Server - 1. SA submits a request to the CM people to stand up a new box. 2. The CM is approved and the ticket is assigned to the SA 3. The SA submits tickets to the network and infrastructure teams for a rack location, switch port, and an IP address. 4. The network and infrastructure teams provide the info and the SA completes the task. NOC incident response: 1. The monitoring systems report a problem. 2. The NOC opens an incident and investigates. 3. The incident becomes an outage. 4. The NOC escalates the incident to an SA to handle. In the last scenario it would be nice to know when it was changed to an outage and when it was changed back to an incident. The incident ticket must always remain in the NOC queue and perhaps an associated ticket be assigned to the SA. In the end, all actions must be accounted for. As you can see, there is no real distinction between 'customer' and 'agent' since anyone submitting a ticket may or may not be the one actually working on it. Has this ever been done? If not, what would the level of effort be to implement this? Also, I see there is a Generic Agent. Could the agent be used to open additional tickets based on the content of the original one, this simulating a kind of workflow? A.J. Fasano Enterprise Management Team Network Solutions, LLC

2 2

Modify Web Page
by VI - Mario Tonin 07 Sep '06

07 Sep '06

How can i customize web pages like index or customer? I'm windows user Thanks . . . . . . . . . . . . . . . . . . . Mario Tonin mario.tonin(a)battistolli.it <mailto:mario.tonin@battistolli.it> Gruppo Battistolli - Sistemi Informativi Via Luca della Robbia 60 36100 - Vicenza - Italy w http://www.battistolli.it <http://www.battistolli.it/> t +39 0444 217531 f +39 0444 394678 Verified by proxy Battistolli

2 1

Go directly to customer login?
by Joe Fusco 07 Sep '06

07 Sep '06

I would like to be able to send my customers directly to the customer login page via helpdesk.domain.com without having to type /otrs/customer.pl at the end. How do I setup my vhost file to do that? I have it pointing to /opt/otrs/var/httpd/htdocs right now but that goes to the agent login. Ultimately, I want to have helpdesk.domain.com go to the customer login and hdagent.domain.com go to the agent login. Any thoughts? Thank you, Joe Fusco

5 7

empty answer performance slow
by Armando De la Re Vega 07 Sep '06

07 Sep '06

Hi, I need your help. I have a problem with Otrs. I setup a testing machine and It´s working fine and the performance its great, until I try to send an answer to a ticket. When pressing "empty answer" it takes like 25 seconds to open the compose page. Then when I press the "send mail" button it takes another 25 seconds to send the message and get to the next page. On the other hand, When I try the demo in otrs.org it work much faster, it just takes like 2 seconds to do the things that it takes me 25. The specifications of the server are better than the otrs.org server demo. The messages I'm sending are to the internal network! also i tested the time to send the messages out and it takes the same 25 seconds---(internet or network are the same time response). The server specifications are: Athlon 64 3800+ 2Gb RAM 250Gb HD Otrs its installed on Ubuntu 6.06 LTS . OTRS version 2.0.4 with php5 , apache2 and mysql5 . I had configured smtp and sendmail, and are the same thing. I appreciate your answers. Thanks for your time.

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re: How to open a closed ticket
by Duncan C White 07 Sep '06

07 Sep '06

Hi Alan, One I can answer! On 9/7/06, Alan McKeown <Alan.McKeown(a)joraph.com> wrote: > Hello All, > > Is it possible to re-open a ticket that has been successfully closed? > I need to add more notes as the customer has now coma back with some > more questions. > > Regards > Alan Mckeown > JoraPh Consulting Ltd "Philip Mark Donaghy" <philip.donaghy(a)gmail.com> give you a partial answer: >Hi Alan, > >I'm realativly new to OTRS but I've closed tickets and then searched >in the closed ticket list. When I zoom into the ticket there is the >possiblity to add Notes and change Priority, Lock, etc. Seems to me >the ticket will then be reopened. > >my 2 cents, >Philip Note that by default in OTRS 2.0.4, the "Notes" dialog doesn't allow you to change the state, eg. to reopen a closed ticket by adding a note. To enable this, add the following to your local Kernel/Config.pm: $Self->{'Ticket::Frontend::NoteSetState'} = 1; $Self->{'Ticket::DefaultNextNoteStateType'} = [qw(new open closed removed)]; Now do as Philip suggests. Works fine. cheers duncan

1 0

vtiger or SugarCRM as a database backend?
by Oliver Buckie 07 Sep '06

07 Sep '06

Dear All Overview: I have just downloaded the latest version of OTRS for Windows to evaluate for a small IT-Service Helpdesk dealing with external customers. Currently, I am using the default OTRS database as a backend but may wish to change this to auto-populate fields (i.e. customer). I'm new to OTRS - go easy with me! BTW, OTRS has a very nice look and feel about it - compliments to the developers! Background: Our customers are companies and support requests come from persons (contacts). There can of course be multiple persons in a company requesting support. From what I've read (mailing lists & admin manual) I believe the OTRS way of grouping persons by company is by using the same CustomerID. Otherwise, I could use a different database backend to auto-populate fields. Problem: I find that OTRS is person orientated and not company orientated. CRM systems like vtiger or SugarCRM, sort this out very well. I have read that OTRS can be configured to use other database backends. Do you know if and how it could be hooked into either vtiger or SugarCRM? I would really appreciate your comments for a complete beginner! Regards Oliver

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How to construct a direct link to a ticket
by Yann Richard 07 Sep '06

07 Sep '06

Hi, I use DokuWiki and would like to add an interwiki link to OTRS ticket. The user of wiki don't know the ticketID, only know the ticket number. I have not found any way to have a link like: http://myown.com/otrs/index.pl?Action=AgentTicketZoom&TicketNUMBER=95404128 Any idea ? Regards, -- M. Yann Richard yann.richard on gmail.com

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R: Re: [otrs] OTRS 2.1.0 beta 2 issue with PendingJobs.pl
by thanos.a＠fastwebnet.it 07 Sep '06

07 Sep '06

>Just to confirm, did you run the ~otrs/scripts/DBUpgrade-to-2.1.*.sql >script appropriate to your database, and did it complete without >errors? Yes, I did so and no errors have been reported. A.

1 0

Session ID is invalid
by Alan McKeown 07 Sep '06

07 Sep '06

All, I have an issue with otrs 2.04. After logging into OTRS I can work in the system, creating tickets etc etc. If however, I leave the computer idle for a few min and then come back yo OTRS my session gets cancelled and I get put back to the login screen again. I always get the message SessionID is invalid!!! Can anyone help on this one. 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.

1 0

OTRS 2.1.0 beta 2 issue with PendingJobs.pl
by Thanos 07 Sep '06

07 Sep '06

Hello, I have upgraded OTRS 2.0.4 to 2.1.0 beta 2. All is working fine however I'm getting the following error when PendingJobs.pl is run from cron: ERROR: OTRS-PendingJobs-10 Perl: 5.8.5 OS: linux Time: Thu Sep 7 08:45:02 2006 Message: Need User or UserID! Traceback (19501): Module: Kernel::System::User::GetUserData (v1.52) Line: 115 Module: /opt/otrs//bin/PendingJobs.pl (v1.22) Line: 166 Does anyone know how to fix the issue ? Thanks A.

2 1

How to open a closed ticket
by Alan McKeown 07 Sep '06

07 Sep '06

Hello All, Is it possible to re-open a ticket that has been successfully closed? I need to add more notes as the customer has now coma back with some more questions. 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

Pre-Upgrade
by shawn.beasley＠dlh.de 07 Sep '06

07 Sep '06

Hello, Does anyone have experience upgrading OTRS? I am running 2.04 and will upgrade to 2.1, but I have made so many modification that I do not want to lose. Will it be possible to directly integrate the backup from 2.04 to 2.1? Or am I looking at a lot of work here? Thanks for the 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

1 0

Watched tickets
by Alexander Scholler 07 Sep '06

07 Sep '06

Hi, I have activated the new feature of OTRS v2.1 "watched ticket". Thus, I get the additional display of currently 0 watched tickets. But how can I sign a ticket to be watched? Bye, Alex

2 5

few more questions about customising OTRS 2.0.4
by Duncan C White 07 Sep '06

07 Sep '06

Hi, First, thanks to several people who helped out with some earlier questions of mine. My local constraint where that all agents and customers are local users, and we use Kerberos authentication. I managed to get authentication working with HTTPBasicAuth and Apache mod_auth_kerb - both for agents and customers. Needed one small patch in the agent and customer HTTPBasicAuth.pm modules to chop off kerberos domains from REMOTE_USER, but that was fine. I'm thinking of submitting the (conditional) REMOTE_USER chopping back as a patch shortly. Similarly, I've managed to persuade customer user data to come from a view of an existing Postgres user table (local users, remember), this basically worked but nothing in Chapter 9 mentioned that the 'valid' table also needs to be created whereever you put the customer user data, because it's looked for in the CustomerDB not the agent DB. If anyone wants the details of pointing customer data at a different database, just ask. I'd be willing to draft a bit of documentation if anyone cares - perhaps a new section in Chapter 9? Looking deeper into customising OTRS, getting far beyond the documentation, I've found lots of info searching the various perl modules, XML files and .dtl files (whatever they are!). However I have a few remaining questions: - Is there a clean way of disabling CompanyTickets and FAQ-Area from the customer interface? I managed to hack it into Kernel/Output/HTML/Customer.pm, line 130, adding: next if $Item->{Name} eq "CompanyTickets" || $Item->{Name} eq "FAQ-Area"; but's that pretty gross. Any clean way via Kernel/Config.pm, perhaps manipulating the CustomerFrontend::Module data structure? I haven't managed to locate where that is created yet.. - For some reason, when a customer creates a new ticket, Junk is appearing as the default "to" queue. This is after I disabled PostMaster and Misc and added a load of sensible queues as subqueues of Raw. Raw is still id 2, Junk is still id 3, so it's not picking the lowest active queue id.. Is there a Config option to force the default queue to Raw? - The "set default spelling dictionary to english" setting $Self->{'SpellCheckerDictDefault'} = 'english'; doesn't seem to work - after making this change, when I add a new agent, "deutsche" is still the default spell checker dictionary. I managed to hack this by making english the only option as shown below, but I wondered if this was a known bug: $Self->{PreferencesGroups}->{SpellDict}->{Data} = { 'english' => 'English', }; - My users hated unowned jobs being owned by "root@localhost" so I updated the system_users table: update system_user set login = 'OTRS' where id = 1; which seems to work fine; have I broken anything by doing this? Thanks very much for some excellent software, very cleanly designed and easily customisable - there's just a few silly glitches left. cheers duncan

2 1

[Fwd: Re: [otrs] Watched tickets]
by Alexander Scholler 06 Sep '06

06 Sep '06

Marc Petitmermet schrieb: >> I have activated the new feature of OTRS v2.1 "watched ticket". >> Thus, I get the additional display of currently 0 watched tickets. >> But how can I sign a ticket to be watched? > > You need to "subscribe" to it. When you zoom into a ticket you see the > "subscribe" link. > > Regards, > Marc Am I blind - I see the "Responsible" link, but no "subscribe" link. I just called the guessed url index.pl?Action=AgentTicketWatcher&TicketID=1486 and got [Error][Kernel::System::Web::InterfaceAgent::Run][205] Module 'Kernel::Modules::AgentTicketSubscribe' not found! In deed, there is a file ~/Kernel/Modules/AgentTicketWatcher.pm, but no AgentTicketSubscribe.pm.

2 2

UTF8 in 2.1-beta2
by Alexander Scholler 06 Sep '06

06 Sep '06

Hi, we use v2.0.4 in productive mode in utf8-mode and the applied workaround described in http://bugs.otrs.org/show_bug.cgi?id=799 Now, I test the migration towards v2.1-beta2 without the workaround applied. I use a DB-copy of our productive system. I get strange behaviour: => Some data from DB is displayed correct (with german umlauts), some are displayed wrong (as "double-encoded" utf8), e.g. umlauts within articles are displayed correct, umlauts within ticketfreetext-field are wrong - both are correct stored as utf8 within the DB. Why are any charset-details missing within the generated html-pages? Bye, Alex

1 0

User Feedback 2.0.4 on Fedora 4
by Philip Mark Donaghy 06 Sep '06

06 Sep '06

I installed OTRS 2.0.4 on Fedora 4. I posted my guide to my blog, donaghy.blogspot.com The system is excellent. We use it for issues related to our portal and for customers calling in to trouble shoot a problem. I do have one problem that is unrelated. We changed the IP address on the system and httpd does not come back online. Any ideas? -- Philip Donaghy donaghy.blogspot.com del.icio.us/donaghy/philip Skype: philipmarkdonaghy Office: +33 5 56 60 88 02 Mobile: +33 6 20 83 22 62

1 1

RE: [otrs] wanted: help to fix problem
by Tony Nguyen 06 Sep '06

06 Sep '06

Hi Marc, When is it the best time for you? Tony -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marc Herms Sent: Saturday, September 02, 2006 3:51 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] wanted: help to fix problem > Do I have direct access (ie ssh) to your server? yes, it´s my own server (housing) and I have SSH access. I can create you a login then... regards, marc > > Tony > > -----Original Message----- > From: "Marc Herms" <marc(a)mercator.net> > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Sent: 9/2/06 5:54 AM > Subject: RE: [otrs] wanted: help to fix problem > > On Fri, 1 Sep 2006 23:05:50 -0400, Tony Nguyen wrote > > It should be easy. Most likely its a Sendmail issue. I can give you a hand on tuesday. > > I am flying to Germany on Tuesday, so unfortunately I don´t have time tuesday. Either monday or later the next week (thursday/friday). > > thanks, > > marc > > > > > Tony > > > > -----Original Message----- > > From: "Mercator GmbH" <info(a)mercator.net> > > To: "otrs(a)otrs.org" <otrs(a)otrs.org> > > Sent: 9/1/06 8:40 PM > > Subject: [otrs] wanted: help to fix problem > > > > WHO can help me to fix my mail problems with OTRS? I haven´t got it > > fixed yet and I really need to receive mails. > > > > I will pay with Paypal. > > > > I have a Linux (Debian) with kernel 2.6.8-2-k7 machine, Apache 1.3.33 > > (Debian GNU/Linux) PHP 4.3.10-16. > > > > OTRS is installed, but all was moved from another server. It`s installed > > though and database works, just the mail doesn´t work. > > > > I don´t have enough knowledge to fix it myself and the server admin has > > no time, because the former server hoster went bankrupt and now the > > ex-staff is saving machines and configuring. So, I am alone by myself to > > fix this problem. > > > > Please email me to "marc at mercator.net" if you have time and don´t ask > > too much money for this job. > > > > thanks, marc > > > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support orr consulting for your OTRS system? > > =http://www.otrs.com/ > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support orr consulting for your OTRS system? > > => http://www.otrs.com/ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > => http://www.otrs.com/

2 1

Linking to customer login from agent login
by Joe Fusco 05 Sep '06

05 Sep '06

I am customizing the agent login screen (/opt/otrs/Kernel/Output/HTML/Standard/Login.dtl). I want to put a link that says "Customers, please login here" at the top between the header and the login box. I successfully placed it at the bottom thusly:  <b><center>This is the helpdesk agent login screen.<br> Customers, please <a href="http://helpdesk.domain.com/otrs/customer.pl>login here</a></center></b> </body> </html>  But when I try to place it anywhere above the login box, it completely buggers up the formatting or, at best, the actual link portion is not visible. The example below results in the missing link text. <p> <table border="0" width="800" cellspacing="0" cellpadding="8"> <tr> <td width="120" class="header"> <img src="/otrs-web/images/Standard/ocean-small.gif"> </td> <td class="mainhead3">$Text{"Ocean Dental Trouble Ticket System"}</td> </tr> </table> <b><center>This is the helpdesk agent login screen.<br> Customers, please <a href="http://helpdesk.domain.com/otrs/customer.pl>login here</a></center></b> <form action="$Env{"CGIHandle"}" method="post" enctype="application/x-www-form-urlencoded" name="login"> <input type="hidden" name="Action" value="Login"> <input type="hidden" name="RequestedURL" value="$QData{"RequestedURL"}"> <input type="hidden" name="Lang" value="$Env{"UserLanguage"}"> <table border="0" cellspacing="0" cellpadding="3" width="270"> <tr> <td align="center" class="singleboxhead">$Text{"Helpdesk Agent Login"}</td> </tr> <tr> What magical text (or syntax) must I use to get my link at the top? Thanks in advance for any help, Joe Fusco

1 0

package installation issues
by Zygimantas Skulteckis 05 Sep '06

05 Sep '06

Hi all, Im having problems installing OTRS packages (Calendar is the one Im after specifically). Im using OTRS version 2.0.4_1 from ports on FreeBSD 6.0 First I've tried installation via the Package Manager, but selecting the Update button (which, if I understand correctly, pulls down a list of available packages), returns nothing at all. Its like so with all the sites. I am not behind a proxy. Secondly, I've attempted downloading the packages manually and installing them again via the Package Manager. This yelds the following error in the System Log: -- Sorry, can't install package, because package is not for your Framework!! -- This same error is thrown when I try installing from command line, using the $OTRS/bin/opm.pl script. Can someone explain to me what this error means? Also, any tips on how to successfully install packages would be greatly appreciated. Thanks in advance for your help and a good tool. Zygis -- the neptune project http://t-n-p.org

1 0

Problem with SysConfig
by mailings＠netzwerk.cc 05 Sep '06

05 Sep '06

Hi list, i've got a few problems with the sysConfig part. I can't edit anything inside it. I thought it could be regarding some permission on some files and installed the same package again. Without any luck. Here comes my info: otrs:/# cat /etc/debian_version testing/unstable otrs:/# dpkg -l |grep ii|grep otrs ii otrs2 2.0.4p01-13 Open Ticket Request System So it looks like every checkbox inside sysconfig (for example Crypt::PGP) is disabled and I can't add some new PGP certs. Also if I hardcode it over the commandline (Inside Framework.xml) it seems to work, but I don't want this ugly way. I "reinstalled" the otrs system by dpkg -i --force-overwrite /var/cache/apt/archive/otrs*.deb Maybe someone have got a hint? best sven

1 0

Using OTRS in an operations only environment?
by Fasano, Anthony 05 Sep '06

05 Sep '06

I am looking at apps to use for managing tasks in an Ops only environment where the agents and customers are generally the same people. Two example scenarios would be: Provision a New Server - 1. SA submits a request to the CM people to stand up a new box. 2. The CM is approved and the ticket is assigned to the SA 3. The SA submits tickets to the network and infrastructure teams for a rack location, switch port, and an IP address. 4. The network and infrastructure teams provide the info and the SA completes the task. NOC incident response: 1. The monitoring systems report a problem. 2. The NOC opens an incident and investigates. 3. The incident becomes an outage. 4. The NOC escalates the incident to an SA to handle. In the last scenario it would be nice to know when it was changed to an outage and when it was changed back to an incident. The incident ticket must always remain in the NOC queue and perhaps an associated ticket be assigned to the SA. In the end, all actions must be accounted for. As you can see, there is no real distinction between 'customer' and 'agent' since anyone submitting a ticket may or may not be the one actually working on it. Has this ever been done? If not, what would the level of effort be to implement this? Also, I see there is a Generic Agent. Could the agent be used to open additional tickets based on the content of the original one, this simulating a kind of workflow? A.J. Fasano Enterprise Management Team Network Solutions, LLC

1 0

Re: [ITP#1000311] Noob question - postmaster filters
by ITP Postmaster 05 Sep '06

05 Sep '06

Firstly hello to all on the list. I just joined up. So far so good with OTRS although it does fox me sometimes! Ok, my question is about Postmaster filters. In the screen there are the 4 MATCH header entries, and 4 SET header entries as you well know. My question is how do the MATCH header entry conditions work? Are the conditions set here a logical AND or logical OR? I would love to be able to set, say: X-IMAIL-SPAM-IP4R = true OR X-IMAIL-SPAM-PHRASE = true but when I try this I dont seem to get any result. Also, is it possible to execute Postmaster filters manually when a new one has been set to attempt to test the settings? Apologies if this is an old question, I haven't found a search facility yet for the mailing list. Many thanks, Phil Morris

2 1

How to set a multiple line default phone new note ?
by Paul Rhein 05 Sep '06

05 Sep '06

Hi list, I am trying to set a default phone new note in OTRS 2.04. in the Agent phone form. That looks like this <start> Problem description: Action Requested: Customer mood: <end> Under Sysconfig I find Frontend::Agent::Ticket::ViewPhoneNew TicketFrontEnd::ViewPhoneNew An enter $Text{"Problem description:\nAction Requested\nCustomer mood:\n"} And OTRS displays <Problem description:\nAction Requested\nCustomer mood:\n> in one line on the Agent Phone view. I tried \r instead of \n and various other things to no avail. Do I miss something ? Can anybody tell me how to achieve this ? TIA Paul

2 1

FileManager trash problem
by jtown＠eml.cc 04 Sep '06

04 Sep '06

Hello, I've installed FileManager Module and works fine but deleted files aren't sent to the trash folder, I've checked all twice and I can't find why. Please, could anybody help me? Thanks in advance,

1 1

can's see queues on the customer.pl webinterface
by Max Glanz 04 Sep '06

04 Sep '06

Hi, On the webinterface "customer.pl" I can generate a ticket but i don`t see any of my tickets. The queue is always empty! When pushing "my Tickets" button, i get a message in /var/log/warn: [Error][Kernel::System::Ticket::TicketSearch][Line:2484]: 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 ') OR st.customer_user_id = 'Max Otrstest1') AND sq.group_id IN (4, 1, 3, 2, 5' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq WHERE sq.id = st.queue_id AND (LOWER(st.customer_id) IN () OR st.customer_user_id = 'Max Otrstest1') AND sq.group_id IN (4, 1, 3, 2, 5, 1, 1, 5, 5) AND LOWER(st.customer_user_id) LIKE LOWER('Max Otrstest1') ORDER BY st.create_time_unix DESC LIMIT 10000' So, what i can see is, that mysql doesn?t like the empty IN () expression! This SQL searchrequest line will be generated by the ticket.pm module in a part which is commented as "# customer groups". I did a hack on the Ticket.pl code, inserted a value to the IN expression "IN (1)", then i saw all my queues on the webinterface! what is wrong with my configuration ? I didn?t activate CustomerGroupSupport. My setting is: otrs-2.0.4-10, SuSE 10.1, mysql-5.0.18 thank you for your help, Max Glanz

1 0

Reply eMail with password
by Peter Sereinigg 04 Sep '06

04 Sep '06

1.) Is there a possibility to send automaticly an email WITH LOGIN DATAS amd password after a supportrequest. - Reply with eMail works fine - but how can i send in this reply with a password? is there any plugin i should install 2.) Can i map incomming eMails using the domain to a certain customer? - otherwise each eMail gets a customer and has to be sorted manualy? thanks for your help Peter Sereinigg

2 1

change location of [Ticket#....] in subject
by Benjamin Putsch 04 Sep '06

04 Sep '06

Hi! I'm currently evaluating OTRS using Version 2.0.4 on Windows. Is there a way to modify the subject of the OTRS generated mails? Currently the subject is like that: Re: [Ticket#2006090335000429] printer not working I would rather have the subject look like that: Re: printer not working [Ticket#2006090335000429] I think it can be very confusing to users to have the ticket ID in front of the actual subject. Thanks in advance! Regards Benjamin Putsch

2 2

adding notes to a ticket
by Alan McKeown 04 Sep '06

04 Sep '06

Hi, When I add notes to a ticket there is a selection box which gives 3 options Note-external, note-internal and note-report. Is it possible to change/add to this list. I want to add entries such as 'waiting on customer' 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

Pb connecting customer using a db backend / password
by patrice-bonhomme＠neuf.fr 03 Sep '06

03 Sep '06

Hi, I have a problem with the password that are stored within a DB Backend. OTRS and my user database are not using the same password hashing algorithm ! Clear password : test3 Otrs hashing password : teWtwbeIm3BdA My user database password : 8ad8757baa8564dc136c1e07507f4a98 What can i do ? I can't change the hashing algorithm of my user database. Tx, Pat

3 2

RE: [otrs] wanted: help to fix problem
by Tony Nguyen 02 Sep '06

02 Sep '06

Do I have direct access (ie ssh) to your server? Tony -----Original Message----- From: "Marc Herms" <marc(a)mercator.net> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: 9/2/06 5:54 AM Subject: RE: [otrs] wanted: help to fix problem On Fri, 1 Sep 2006 23:05:50 -0400, Tony Nguyen wrote > It should be easy. Most likely its a Sendmail issue. I can give you a hand on tuesday. I am flying to Germany on Tuesday, so unfortunately I don´t have time tuesday. Either monday or later the next week (thursday/friday). thanks, marc > > Tony > > -----Original Message----- > From: "Mercator GmbH" <info(a)mercator.net> > To: "otrs(a)otrs.org" <otrs(a)otrs.org> > Sent: 9/1/06 8:40 PM > Subject: [otrs] wanted: help to fix problem > > WHO can help me to fix my mail problems with OTRS? I haven´t got it > fixed yet and I really need to receive mails. > > I will pay with Paypal. > > I have a Linux (Debian) with kernel 2.6.8-2-k7 machine, Apache 1.3.33 > (Debian GNU/Linux) PHP 4.3.10-16. > > OTRS is installed, but all was moved from another server. It`s installed > though and database works, just the mail doesn´t work. > > I don´t have enough knowledge to fix it myself and the server admin has > no time, because the former server hoster went bankrupt and now the > ex-staff is saving machines and configuring. So, I am alone by myself to > fix this problem. > > Please email me to "marc at mercator.net" if you have time and don´t ask > too much money for this job. > > thanks, marc > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > =http://www.otrs.com/ > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > => http://www.otrs.com/

2 1

Pb connecting customer using a db backend
by Test 1001 listes 02 Sep '06

02 Sep '06

Hi, I have a problem with the password that are stored within a DB Backend. OTRS and my user database are not using the same password hashing algorithm ! Clear password : test3 Otrs hashing password : teWtwbeIm3BdA My user database : 8ad8757baa8564dc136c1e07507f4a98 What can i do ? I can't change the hashing algorithm of my user database. Tx, Pat

1 0

RE: [otrs] wanted: help to fix problem
by Tony Nguyen 02 Sep '06

02 Sep '06

It should be easy. Most likely its a Sendmail issue. I can give you a hand on tuesday. Tony -----Original Message----- From: "Mercator GmbH" <info(a)mercator.net> To: "otrs(a)otrs.org" <otrs(a)otrs.org> Sent: 9/1/06 8:40 PM Subject: [otrs] wanted: help to fix problem WHO can help me to fix my mail problems with OTRS? I haven´t got it fixed yet and I really need to receive mails. I will pay with Paypal. I have a Linux (Debian) with kernel 2.6.8-2-k7 machine, Apache 1.3.33 (Debian GNU/Linux) PHP 4.3.10-16. OTRS is installed, but all was moved from another server. It`s installed though and database works, just the mail doesn´t work. I don´t have enough knowledge to fix it myself and the server admin has no time, because the former server hoster went bankrupt and now the ex-staff is saving machines and configuring. So, I am alone by myself to fix this problem. Please email me to "marc at mercator.net" if you have time and don´t ask too much money for this job. thanks, marc _______________________________________________ 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

wanted: help to fix problem
by Mercator GmbH 02 Sep '06

02 Sep '06

WHO can help me to fix my mail problems with OTRS? I haven´t got it fixed yet and I really need to receive mails. I will pay with Paypal. I have a Linux (Debian) with kernel 2.6.8-2-k7 machine, Apache 1.3.33 (Debian GNU/Linux) PHP 4.3.10-16. OTRS is installed, but all was moved from another server. It`s installed though and database works, just the mail doesn´t work. I don´t have enough knowledge to fix it myself and the server admin has no time, because the former server hoster went bankrupt and now the ex-staff is saving machines and configuring. So, I am alone by myself to fix this problem. Please email me to "marc at mercator.net" if you have time and don´t ask too much money for this job. thanks, marc

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RE: [otrs] See stats for closed tickets
by Peter van Beugen 01 Sep '06

01 Sep '06

Yes you can In the new OTRS 2.1 there is a fine Stats module And OTRS uses MySQL databases by default: so you can access the data yourself very easily. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Jennifer Valdez Verzonden: vrijdag 1 september 2006 22:02 Aan: otrs(a)otrs.org Onderwerp: [otrs] See stats for closed tickets Is there a way to see how many tickets were closed in a given month for one queue? We can see how many were opened, but for our purposes, it is more important to see how many were closed. Thanks in advance! Jennifer _______________________________________________ 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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See stats for closed tickets
by Jennifer Valdez 01 Sep '06

01 Sep '06

Is there a way to see how many tickets were closed in a given month for one queue? We can see how many were opened, but for our purposes, it is more important to see how many were closed. Thanks in advance! Jennifer

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AW: [otrs] Customer Web Interface
by shawn.beasley＠dlh.de 01 Sep '06

01 Sep '06

Hello, maybe it is time to republish a Tipp that was given to me. http://www.mail-archive.com/otrs-de@otrs.org/ Learn it! Love it! Use it! RTFM!!!! Peace, Shawn Beasley a.K.a The Dig"IT"al Ninja 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: Freitag, 1. September 2006 16:06 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Customer Web Interface Yes, I concur, please be a bit more patient. Search the lists would have also yielded an answer, even google. http://www.google.com/searchq=OTRS+customer+interface+customize And our burning question yields 50k hits ;) /rant On 9/1/06 9:44 AM, "Nils Breunese (Lemonbit Internet)" <nils(a)lemonbit.nl> wrote: > Joe Fusco wrote: > >> How do I modify the customer web interface? I couldn¹t find it in >> the manual. I want to replace the ³Logo² and ³Company Name² text. > > This exact question has been answered many times on this list. In > fact, it was answered less than three hours ago. > > 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/

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AW: [otrs] working hours
by shawn.beasley＠dlh.de 01 Sep '06

01 Sep '06

Hey, an Agent is a technician that would be receiving and entering your tickets in the system (your helpdesk employee). A customer is the person or company that needs help. Therefore, your working hours are for those people who will be receiving your ticket (your helpdesk) and you only have one set of working hours (your helpdesk working hours) I hope this helps. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alan McKeown Gesendet: Freitag, 1. September 2006 15:30 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] working hours Hi, Thanks for the quick response. I am not sure what you mean though when you say 'The working hours you set are for your agents, not for your customers' Could you explain a bit more for me. 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 ********************************************************************** 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 Nils Breunese (Lemonbit Internet) Sent: 01 September 2006 13:38 To: User questions and discussions about OTRS.org Subject: Re: [otrs] working hours Alan McKeown wrote: > We have a number of different clients in OTRS, some are 24hr > support others have different hours. Is it possible to set a > working time per customer? >From what I have seen so far it appears > that there is a global working time hour's setup. The working hours you set are for your agents, not for your customers. 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/ -- 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/

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AW: [otrs] working hours
by shawn.beasley＠dlh.de 01 Sep '06

01 Sep '06

The working hours that you may set in the administrations panel reflect that of the agents that will be handling your tickets. There are, at the moment, no working hours for the customers. Hope this helps Shawn -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nils Breunese (Lemonbit Internet) Gesendet: Freitag, 1. September 2006 15:43 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] working hours Alan McKeown wrote: > Thanks for the quick response. I am not sure what you mean though when > you say 'The working hours you set are for your agents, not for your > customers' > > Could you explain a bit more for me. Customers are the people creating the tickets, agents are the people taking care of the tickets and making sure the customer's problems are solved. When you set the working hours, you set the working hours for your agents, not for your customers. If you want to differentiate on SLA's you'll need to look at something else than the working hours settings (using different queues, etc.). 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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RE: [otrs] RE: otrs Digest, Vol 38, Issue 3
by Alan McKeown 01 Sep '06

01 Sep '06

Hi, I have at the present time 7 different customers in OTRS. Is it possible to have each one set-up with their own name on the customer login screen? 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 ********************************************************************** 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 Joe Fusco Sent: 01 September 2006 15:14 To: otrs(a)otrs.org Subject: [otrs] RE: otrs Digest, Vol 38, Issue 3 Sorry, everyone. I get a digest and Nils' answer came in about 10 seconds after I hit send. -----Original Message----- ---------------------------------------------------------------------- Message: 1 Date: Fri, 01 Sep 2006 09:41:30 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: Re: [otrs] Customer Web Interface To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C11DB0CA.1FFB%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="iso-8859-1" Joe, This is easily done by editing the DTL that Henning mentioned earlier today. Kernel/Output/HTML/Standard/Customer*.dtl On 9/1/06 9:31 AM, "Joe Fusco" <joe.fusco(a)oceandental.net> wrote: > How do I modify the customer web interface? I couldn¹t find it in the manual. > I want to replace the ³Logo² and ³Company Name² text. > > Thanks, > Joe Fusco > _______________________________________________ > 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/ -- ------------------------------ Message: 4 Date: Fri, 1 Sep 2006 15:44:36 +0200 From: "Nils Breunese (Lemonbit Internet)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Customer Web Interface To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <CBA38ECD-2839-443F-995F-32DEF277D633(a)lemonbit.nl> Content-Type: text/plain; charset=WINDOWS-1252; delsp=yes; format=flowed Joe Fusco wrote: > How do I modify the customer web interface? I couldn't find it in > the manual. I want to replace the "Logo" and "Company Name" text. This exact question has been answered many times on this list. In fact, it was answered less than three hours ago. Nils Breunese. ------------------------------ End of otrs Digest, Vol 38, Issue 3 *********************************** _______________________________________________ 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.

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RE: otrs Digest, Vol 38, Issue 3
by Joe Fusco 01 Sep '06

01 Sep '06

Sorry, everyone. I get a digest and Nils' answer came in about 10 seconds after I hit send. -----Original Message----- ---------------------------------------------------------------------- Message: 1 Date: Fri, 01 Sep 2006 09:41:30 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: Re: [otrs] Customer Web Interface To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C11DB0CA.1FFB%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="iso-8859-1" Joe, This is easily done by editing the DTL that Henning mentioned earlier today. Kernel/Output/HTML/Standard/Customer*.dtl On 9/1/06 9:31 AM, "Joe Fusco" <joe.fusco(a)oceandental.net> wrote: > How do I modify the customer web interface? I couldn¹t find it in the manual. > I want to replace the ³Logo² and ³Company Name² text. > > Thanks, > Joe Fusco > _______________________________________________ > 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/ -- ------------------------------ Message: 4 Date: Fri, 1 Sep 2006 15:44:36 +0200 From: "Nils Breunese (Lemonbit Internet)" <nils(a)lemonbit.nl> Subject: Re: [otrs] Customer Web Interface To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <CBA38ECD-2839-443F-995F-32DEF277D633(a)lemonbit.nl> Content-Type: text/plain; charset=WINDOWS-1252; delsp=yes; format=flowed Joe Fusco wrote: > How do I modify the customer web interface? I couldn't find it in > the manual. I want to replace the "Logo" and "Company Name" text. This exact question has been answered many times on this list. In fact, it was answered less than three hours ago. Nils Breunese. ------------------------------ End of otrs Digest, Vol 38, Issue 3 ***********************************

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Customer Web Interface
by Joe Fusco 01 Sep '06

01 Sep '06

How do I modify the customer web interface? I couldn't find it in the manual. I want to replace the "Logo" and "Company Name" text. Thanks, Joe Fusco IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

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AW: [otrs] OTRS has Suddenly stopped Fetching Mails
by shawn.beasley＠dlh.de 01 Sep '06

01 Sep '06

Hey, If you have reboot your system, it will be that the cron job is not running. This was my problem at least 1 timme. Shawn -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von James Yogo Gesendet: Mittwoch, 30. August 2006 07:49 An: otrs(a)otrs.org Betreff: [otrs] OTRS has Suddenly stopped Fetching Mails Hi All, I have been running Otrs of Suse 9 sever well untill days ago when it stopped fetching mails. I use cron jobs to fetch mails from my mx server. The logs i get from the system is 'Wed Aug 30 08:41:12 2006 error OTRS-PM3-10 Auth for user account@jtl.co.ke@mail.jtl.co.ke failed!' >From a mail client i can pop mails for the particular accounts but my system suddenly cant fetch. Would appreciate your prompt Assistance. James, Kenya _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/ _______________________________________________ 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] working hours
by Alan McKeown 01 Sep '06

01 Sep '06

Hi, Thanks for the quick response. I am not sure what you mean though when you say 'The working hours you set are for your agents, not for your customers' Could you explain a bit more for me. 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 ********************************************************************** 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 Nils Breunese (Lemonbit Internet) Sent: 01 September 2006 13:38 To: User questions and discussions about OTRS.org Subject: Re: [otrs] working hours Alan McKeown wrote: > We have a number of different clients in OTRS, some are 24hr > support others have different hours. Is it possible to set a > working time per customer? >From what I have seen so far it appears > that there is a global working time hour's setup. The working hours you set are for your agents, not for your customers. 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/ -- 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.

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working hours
by Alan McKeown 01 Sep '06

01 Sep '06

All, We have a number of different clients in OTRS, some are 24hr support others have different hours. Is it possible to set a working time per customer? From what I have seen so far it appears that there is a global working time hour's setup. 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.

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Customizing the Customer Interface
by Joe Fusco 01 Sep '06

01 Sep '06

Where do I need to go to customize the customer interface? Right now it has green bars that say LOGO and COMPANY NAME with FOOTER and FOOTER2 at the bottom. What file(s) do I need to edit? Thanks, Joe Fusco IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

2 1

Re: [OTRS] Don't send notifications to agents
by Benoit Brizion 01 Sep '06

01 Sep '06

Andy, My sendmail config on the local machine is OK, so is the sysconfig ... In fact, agents receive notifications only if one agent changes the owner of one ticket (the new owner receives an email notification). In the other cases (creation of a ticket, changes of the status of a ticket, ...), there are no email notification sent to the agents in the same queue or to the owner of the ticket. Ben On 8/29/06 13:27 PM, "Andy Lubel" andy.lubel(a)gtsi.com wrote : > Check your sendmail config on the local machine or set the sysconfig to use > an external SMTP server. > Let us know if you still have issues after looking at those parts. > -Andy > On 8/29/06 12:49 PM, "Benoit Brizion" <brizion(a)pt-consulting.lu> wrote: > Hi everybody, > I've installed OTRS on Linux but I've got a problem : the system don't send > notifications to agents ... in spite of 'Yes' settings in the queues > management panel and in the users management panel. > > Can anyone help me ? > Thank you > > Ben

2 1

Infinite loop?
by jtown＠eml.cc 31 Aug '06

31 Aug '06

Hello, A question about the way OTRS works. Let's say: -You receive support requests at support@domain -You, as an agent, need to open a ticket, so you open a ticket which will have support@domain as email address -The ticket finishes in a queue where follow up after close it's not possible. -The ticket is closed so the system will send a notification to the user (support@domain) -The system receives the mail and will think it's a follow up for that ticket so it will reject it. -The rejected notification will be sent to support@domain so we'll have an infinite loop. Is this right? Will loop protection prevent this? Which is the official advice to prevent this? Because although the loop protection works, you'll have a 'dirty' history for that ticket? And by the way, the sysadmin option "PostmasterMaxEmails" says "Maximal post master daemon email to own email-address a day. Loop-Protection! Default: 40" so if the systems receives 40 mails a day it will stop? What does it mean? Thanks a lot in advance, J

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Multiple email recipients in To: field when opening new email ticket
by Lee Friedman 31 Aug '06

31 Aug '06

Hi I have tried to resolve this myself, but could use some feedback from the forum. Does anybody know if it is possible to pick multiple "To:" email addresses using "Take this Customer" button when opening a new email ticket? Ideally, I would like to send the ticket to all email recipients in a given CustomerID automatically (for example user1(a)foo.com, user2(a)foo.com, etc) without having to enter them in the "To:" or "CC:" field manually. OTRS only seems to let me select one email recipient in the "To:" field using the "Take this Customer" button. I am using OTRS 2.0.4 on Fedora Core 5 and mysql database. Thanks in advance, Lee Friedman ----------------------------------------------------------------- Lee Friedman - Consultant Secure Technology Integration Group, Ltd. Ansonia Station P.O. Box 237165 New York, NY 10023 ----------------------------------------------------------------- This message is for the named person's use only. It may contain confidential, proprietary or legally privileged information. No confidentiality or privilege is waived or lost by erroneous transmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. You must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intended recipient. Secure Technology Integration Group, Ltd. reserves the right to monitor all e-mail communications through its networks.

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can´t authorize e -mail problem
by Mercator GmbH 31 Aug '06

31 Aug '06

>>>> Try using \@ instead of @ in the username. This was mentioned on this list recently. (Yes, the GUI should probably make this "just work".) Nils Breunese. <<< Thanks Nils, but NO success! When I use "sardiniatravel\(a)sardiniatravel.net as username and put in hostname "sardiniatravel", then it says: Auth for user sardiniatravel\@sardiniatravel.net@sardiniatravel.net failed! When I leave the hostname blank, it says: "error OTRS-PM3-10 Can't connect to " So... what now?? I MUST get this to work!! I don´t get any mails to OTRS and it´s my work!!! Thanks, marc

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RE: [otrs] can´t authorize e -mail problem
by Peter van Beugen 31 Aug '06

31 Aug '06

Can the OTRS box resolve the hostname? Dit you try it with the IP address of the host instead? -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Mercator GmbH Verzonden: donderdag 31 augustus 2006 12:40 Aan: otrs(a)otrs.org Onderwerp: [otrs] can´t authorize e -mail problem >>>> Try using \@ instead of @ in the username. This was mentioned on this list recently. (Yes, the GUI should probably make this "just work".) Nils Breunese. <<< Thanks Nils, but NO success! When I use "sardiniatravel\(a)sardiniatravel.net as username and put in hostname "sardiniatravel", then it says: Auth for user sardiniatravel\@sardiniatravel.net@sardiniatravel.net failed! When I leave the hostname blank, it says: "error OTRS-PM3-10 Can't connect to " So... what now?? I MUST get this to work!! I don´t get any mails to OTRS and it´s my work!!! Thanks, marc _______________________________________________ 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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Remove Ticket# field when replying to certain tickets
by Danie 31 Aug '06

31 Aug '06

Hi , Is it possible to remove the "Re:Ticket#" when replying from only certain tickets , the reason is , we have another company who uses a call logging system as well , which in turn adds its own Call nr , now it seems OTRS is interfering with the subject line (which needs to be kept intact for some reason). I know it is impossible to not assign a ticket to an incoming email , I also looked at Filtering rules , but there is no indication of this being possible. Has anyone come across such an unique problem/solution? Any help suggestions will be greatly appreciated. Daniel

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can´t authorize e -mail problem
by Marc Herms 31 Aug '06

31 Aug '06

I have this problem: OTRS is running and all fine (besides not displaying images/icons, but I think I have to create another alias for this). However, it can NOT get e-mail. In the pop3 configurations, I have put in the correct username, host and password, but it keeps saying "auth failed". See below for error messages from the log. The problem is that the username for my e-mail on my server is the FULL address. My real address is: sardiniatravel(a)sardiniatravel.net to get my e-mail, I have to log in with username sardiniatravel(a)sardiniatravel.net and the password. But when I put the full address in the pop3 account field, it adds this to the host. I tried to leave the host field blank, but no success either. What can I do?? Here is the log: Wed Aug 30 01:30:07 2006 error OTRS-PM3-10 Auth for user sardiniatravel(a)sardiniatravel.net failed! Wed Aug 30 01:30:02 2006 notice OTRS-GenericAgent-10 Run GenericAgent Job 'deletejunk' from db. Wed Aug 30 01:20:07 2006 error OTRS-PM3-10 Auth for user sardiniatravel(a)sardiniatravel.net failed! Wed Aug 30 01:20:02 2006 notice OTRS-GenericAgent-10 Run GenericAgent Job 'deletejunk' from db. Wed Aug 30 01:10:07 2006 error OTRS-PM3-10 Auth for user sardiniatravel(a)sardiniatravel.net failed! Wed Aug 30 01:10:02 2006 notice OTRS-GenericAgent-10 Run GenericAgent Job 'deletejunk' from db. Wed Aug 30 01:00:02 2006 error OTRS-PM3-10 Can't connect to Wed Aug 30 01:00:02 2006 notice OTRS-GenericAgent-10 Run GenericAgent Job 'deletejunk' from db. Wed Aug 30 00:50:07 2006 error OTRS-PM3-10 Auth for user sardiniatravel@sardiniatravel.net@sardiniatravel.net failed! Wed Aug 30 00:40:08 2006 error OTRS-PM3-10 Auth for user sardiniatravel(a)sardiniatravel.net failed!

2 1

fresh install
by Justen Hess 31 Aug '06

31 Aug '06

Hi guys, just completed a fresh install of otrs 2.0.4-01 everything seemed to be ok, but im having issues adding users. it basically sits there for a few minutes and comes back with a 500 server error. also when i try to send the email that the documentation suggests it comes back with an error. any ideas ? [root@ticket Config]# cat /opt/otrs/doc/test-email-1.box | /opt/otrs/bin/PostMaster.pl Use of uninitialized value in split at /opt/otrs/Kernel/System/Ticket/Number/DateChecksum.pm line 51. thnx in advance Justen.

1 0

new "note!" notifications not getting sent at all
by Richard Aginfort 31 Aug '06

31 Aug '06

How did you do this exactly. I have the same problem... Richard

1 0

Cant view closed tickets
by Jason Rogers 31 Aug '06

31 Aug '06

I can use the search function to get a list of closed tickets. When I click on the ticket, it takes me back to the main page. It wont open the ticket for me to view.

1 4

move attachments from DB to FS
by Leo Haenzagl 30 Aug '06

30 Aug '06

Hello, is it possible to change the attachment storage place from DB to FS. If so, can we access the old attachments (from DB) after the change in Config.pm? Hope you can help me. Regards Leo

1 0

RE: [otrs] Ticket Supervisor and Ticket Watcher
by Mamakwa M. Sefiri 30 Aug '06

30 Aug '06

I would also want to know more regarding this issue, do I just put the line in /opt/otrs/Kernel/Config.pm, and how would the system know who are the ticket supervisor -----Original Message----- From: Marc Petitmermet [mailto:petitmermet@mat.ethz.ch] Sent: 30 August 2006 03:03 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Ticket Supervisor and Ticket Watcher > I would like to know if anyone has implemented this functionality > in the new beta and if you can then tell me how to go about > implementing it. enable TicketWatcher: in /opt/otrs/Kernel/Config.pm add the following line: $Self->{'Ticket::Watcher'} = '1'; Regards, Marc

2 1

Ticket Supervisor and Ticket Watcher
by carinus.carelse＠mrc.ac.za 30 Aug '06

30 Aug '06

I would like to know if anyone has implemented this functionality in the new beta and if you can then tell me how to go about implementing it. Carinus -- This e-mail and its contents are subject to the South African Medical Research Council e-mail legal notice available at http://www.mrc.ac.za/about/EmailLegalNotice.htm

2 1

RE: [otrs] Session Management as Real Time Monitor?
by Peter van Beugen 30 Aug '06

30 Aug '06

I also would love a Real Time Monitor function. I searched and looked in de OTRS tables, but could not find usefull, readable info. Anyone?? Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Danie Verzonden: woensdag 30 augustus 2006 10:41 Aan: Otrs Onderwerp: [otrs] Session Management as Real Time Monitor? Hi , Is it possible to use the Session Management functionality in the Admin section , to for instance get real time stats on what agents are currently doing? I think this would be a great feature for Managers etc , has anyone looked into a more GUI driven Session Manager or Real Time Monitor? TIA Danie _______________________________________________ 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

Error messages
by Danie 30 Aug '06

30 Aug '06

I keep on getting this error message : Premature padding of base64 data at /opt/otrs/Kernel/cpan-lib/MIME/Decoder/Base64.pm line 109. How can I trace what causes this , as it says nothing in the System Status option. TIA Danie

1 0

Session Management as Real Time Monitor?
by Danie 30 Aug '06

30 Aug '06

Hi , Is it possible to use the Session Management functionality in the Admin section , to for instance get real time stats on what agents are currently doing? I think this would be a great feature for Managers etc , has anyone looked into a more GUI driven Session Manager or Real Time Monitor? TIA Danie

1 0

OTRS has Suddenly stopped Fetching Mails
by James Yogo 30 Aug '06

30 Aug '06

Hi All, I have been running Otrs of Suse 9 sever well untill days ago when it stopped fetching mails. I use cron jobs to fetch mails from my mx server. The logs i get from the system is 'Wed Aug 30 08:41:12 2006 error OTRS-PM3-10 Auth for user account@jtl.co.ke@mail.jtl.co.ke failed!' >From a mail client i can pop mails for the particular accounts but my system suddenly cant fetch. Would appreciate your prompt Assistance. James, Kenya _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/

1 0

Don't send notifications to agents
by Benoit Brizion 29 Aug '06

29 Aug '06

Hi everybody, I've installed OTRS on Linux but I've got a problem : the system don't send notifications to agents ... in spite of 'Yes' settings in the queues management panel and in the users management panel. Can anyone help me ? Thank you Ben

2 1

User Manual
by Jürgen Herz 29 Aug '06

29 Aug '06

Hi, last week I installed OTRS 2.1.0 beta1. It's running well but when using it, questions arise which the only manual I know of (the admin manual) can't answer. Is there any help available on what what some terms mean (e.g. Locked, Owner) and what specific functions work? Regards, Jürgen

1 0

SVN
by Davide Pluda 29 Aug '06

29 Aug '06

ciao ciao

1 0

RE: [otrs] Insert initial tickettext/email to note
by Peter van Beugen 29 Aug '06

29 Aug '06

Maybe you can add a variable like <OTRS_CUSTOMER_EMAIL[5]> to the config option: $Self->{'Ticket::Frontend::NoteText'} = "; I tried it once, but it didn't work. But it can be, that I did not config it the right way... I'm not a Perl expert. Otherwise it would be a nice feature to add to the new OTRS 2.1 ?? Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Patrick Hofmann Verzonden: maandag 28 augustus 2006 10:31 Aan: otrs(a)otrs.org Onderwerp: [otrs] Insert initial tickettext/email to note Hi there We are currently integrating OTRS 2.0.4 into our customer portal. Almost everything works as expected, however, right now there is one thing we are not able to do. Manuals and mailinglists checked, found nothing. What I would like to do is to insert the original mail, or better, the text of the last article/ticket into a note automatically (similar behaviour like when using 'empty answer' link to create an email followup) IMO I have to patch AgentTicketNote.pm to achieve what I want, was already checking AgentTicketEmail.pm and would more or less know how to do it. However, might break something that way. Anyone out there already done that? any help/pointer appreciated. kind regards, Patrick -- --------------------------------------------------------------- addr://Kasinostrasse 30, CH-5001 Aarau tel://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 --------------------------------------------------------------- 10 Jahre Kompetenz in IT Sicherheit. 1996 - 2006 Wir sichern Ihren Erfolg. terreActive AG --------------------------------------------------------------- _______________________________________________ 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

Mail Envelope-From built from localpart+extension@
by Thomas Schweiger 28 Aug '06

28 Aug '06

Hi, I have searched for a while but didn't find a solution yet. Maybe somebody out there has an idea whether the following is possible. I'd like OTRS to send all its e-mails with the following e-mail "From:" address support+TICKETNUMBER(a)mydomain.org where TICKETNUMBER should be the real ticketnumber. First incoming e-mails are dispatched by a regexp to a registration code, which is parsed from the body. Each registration code pattern corresponds with a special queue within OTRS. The inital e-mails is sent to support(a)mydomain.org. So there is a single point of contact. Customers don't have to remember a lot of different e-mails. They only have to know their support entitlement key. Once this ticket has been moved to its queue with the regexp filter, the answer from a support agent contains the ticketnumber within the subject and the mail address extension (like) above and is assigned to its queue. If the customer replies, the answer is correctly added to the ticket. Beside the Envelope-From the Return-Path is set to "support+TICKETNUMBER(a)mydomain.org", too and all not deliverable e-mails are bounced back to the corresponding ticket and not to a RAW queue (or something like this). So my question: Is it possible to set such kind of Envelope-From and dispatch or filter by the address extension in case the subject doesn't contain a valid ticketnumber? Any help appreciated :-) Cheers, Thomas

1 0

reset the customer_user's password in two databases
by Arvind Kumar 28 Aug '06

28 Aug '06

I am using my own application software for maintaing customer accounts. customer_user table contain the information of the customer like login, password etc. But now i am using otrs along with it. it uses its own table for customer information (as in its own customer_user table) I want to maintain both tables. But the problem is that when a customer request for new password, at that time otrs application automatically generates a password and send it to the user by email. I want to change password acc. to OTRS in my own applicaion database table customer_user . But the password stored in OTRS is in Crypted form and in my own database it is in its actual form. i want the password in its actual form as well as automatically change in my own database. i dont have any idea about perl. please anyone provide me the solution of this problem. thanks in advance -- Regards Arvind

3 4

Contract specific view
by manu＠apinc.org 28 Aug '06

28 Aug '06

How can i create a list of supported products, and choose for each customer a list of products ? I need something like a "contract" to know for each customer what they suscribe !

1 0

Insert initial tickettext/email to note
by Patrick Hofmann 28 Aug '06

28 Aug '06

Hi there We are currently integrating OTRS 2.0.4 into our customer portal. Almost everything works as expected, however, right now there is one thing we are not able to do. Manuals and mailinglists checked, found nothing. What I would like to do is to insert the original mail, or better, the text of the last article/ticket into a note automatically (similar behaviour like when using 'empty answer' link to create an email followup) IMO I have to patch AgentTicketNote.pm to achieve what I want, was already checking AgentTicketEmail.pm and would more or less know how to do it. However, might break something that way. Anyone out there already done that? any help/pointer appreciated. kind regards, Patrick -- --------------------------------------------------------------- addr://Kasinostrasse 30, CH-5001 Aarau tel://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 --------------------------------------------------------------- 10 Jahre Kompetenz in IT Sicherheit. 1996 - 2006 Wir sichern Ihren Erfolg. terreActive AG ---------------------------------------------------------------

1 0

FindBin qw($Bin)
by Ben Lentz 28 Aug '06

28 Aug '06

Greetings, I apologize if this has been asked before, but my OTRS isn't working on my system because FindBin is returning a faulty path in the $Bin variable. I understand that FindBin is broken with mod_perl, so how is this supposed to work? And no, I'm not using scripts/apache2-perl-startup.pl. The documentation reads that I "may" want to use a mod_perl startup script, but I actually don't... causing Apache to delay it's startup to load perl modules isn't something I'm too keen on, given this webserver is servicing other sites. I'm going to venture to guess that folks out there who have OTRS working are using the apache?-perl-startup.pl, which forces these variables: # -- # set otrs lib path! # -- use lib "/opt/otrs/"; use lib "/opt/otrs/Kernel/cpan-lib"; Versus running without the startup and relying on FindBin in the .pl, which is confirmed broken: use FindBin qw($Bin); use lib "$Bin/../.."; use lib "$Bin/../../Kernel/cpan-lib"; Does anyone see this as a bug, or is it just me? Is there another workaround? Thanks in advance for your insight and opinion, even if the response is simply, "just use the startup script, jerk" http://perl.apache.org/docs/1.0/guide/snippets.html#More_on_Relative_Paths http://siesta.unixbeard.net/siesta/archive/hates-software/2005/09/08/1e1300…

2 1

RE: [otrs] initiate ticket via email? change password?
by Peter van Beugen 26 Aug '06

26 Aug '06

1. Yes. OTRS is designed for this... 2. Easy: login as administrator (root@localhost). Go to Admin area, Users, choose user and change the password Download the manual and read it.... -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Michael Hannon Verzonden: zaterdag 26 augustus 2006 3:52 Aan: otrs(a)otrs.org Onderwerp: [otrs] initiate ticket via email? change password? Greetings. We've just started to play around with otrs on a Redhat linux system here. I have a couple of noob questions. (1) For years we've been conditioning people here to request computer help by sending email to a local address. I.e., email to something like: help(a)foo.physics.ucdavis.edu will initiate a help ticket using our current system. Is there some way to get the same behavior in otrs? (2) There must be some way to change the default password for root@localhost, but I haven't run across it. Can somebody enlighten me? Thanks. - Mike -- Michael Hannon mailto:hannon@physics.ucdavis.edu Dept. of Physics 530.752.4966 University of California 530.752.4717 FAX Davis, CA 95616-8677 _______________________________________________ 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

initiate ticket via email? change password?
by Michael Hannon 26 Aug '06

26 Aug '06

Greetings. We've just started to play around with otrs on a Redhat linux system here. I have a couple of noob questions. (1) For years we've been conditioning people here to request computer help by sending email to a local address. I.e., email to something like: help(a)foo.physics.ucdavis.edu will initiate a help ticket using our current system. Is there some way to get the same behavior in otrs? (2) There must be some way to change the default password for root@localhost, but I haven't run across it. Can somebody enlighten me? Thanks. - Mike -- Michael Hannon mailto:hannon@physics.ucdavis.edu Dept. of Physics 530.752.4966 University of California 530.752.4717 FAX Davis, CA 95616-8677

1 0

reporting functionality
by titanic panic 25 Aug '06

25 Aug '06

Hello, I'm interested in this application. But does it have a way to create powerful reports for managers to show where resources are being used throughout the organization? Thanks for any help, Joon

2 2

Bad arg length for Socket::pack_sockaddr_in
by Jim Edlin 25 Aug '06

25 Aug '06

Reposting the following question first posted a couple of weeks ago - didn't get any responses the first time, still hoping someone can help. :-) We are having a problem using OTRS version 1.3.2 (with Red Hat Enterprise 4 / MySQL 4.1 / Apache 2). All elements of the system are functional except the following: When we try to respond to a ticket using an answer link on the Zoom Ticket page under the "Compose Answer (email)" heading, we get the following Software Error message: --------------------------------------------------------- Bad arg length for Socket::pack_sockaddr_in, length is 0, should be 4 at /usr/lib/perl5/5.8.0/i386-linux-thread- multi/Socket.pm line 373. --------------------------------------------------------- A typical URL for a page that gets this error is: [ourdomain]/index.pl?Action=AgentCompose&ResponseID=1&TicketID=234&Artic leID=567 OTRS can send emails from other functions, create tickets, etc. with no problem, but this page won't even display the response-creation form. We are unaware of any changes to the system or environment that may have caused this problem (though we did change our firewall setup not too long before this error started happening). We haven't been able to find any information about this error on the Web or diagnose it by poring over the code and config files. Can anybody help with this? Jim Edlin Business Applications Architect Tides Network [t] 415.561.6304 [f] 415.561.6401 [e] jim(a)tides.org [w] www.tides.org <outbind://1/www.tides.org>

1 0

Automatically merging email responses into original ticket
by Lee Friedman 25 Aug '06

25 Aug '06

I was under the impression that OTRS could do this, but cannot find configuration options to set it up. Here is the scenario. A ticket is created via the Compose Email/new Ticket web page. An email is sent to the email address in the "To" field. The recipient of that email responds back, keeping the subject line intact, so that the Ticket Number remains (after Re:). I want OTRS when it receives the return email to merge the email into the original ticket. Is this possible, and if so, where is it configured. Thanks in advance, Lee Friedman ----------------------------------------------------------------- Lee Friedman - Consultant Secure Technology Integration Group, Ltd. Ansonia Station P.O. Box 237165 New York, NY 10023 ----------------------------------------------------------------- This message is for the named person's use only. It may contain confidential, proprietary or legally privileged information. No confidentiality or privilege is waived or lost by erroneous transmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. You must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intended recipient. Secure Technology Integration Group, Ltd. reserves the right to monitor all e-mail communications through its networks.

2 7

Report generation based on client name
by Gary Wright 25 Aug '06

25 Aug '06

Hi, Am new to OTRS, which we are currently evaluating for use as our ticketing system. Is there a means of generating a report based on a customerID? I tried to find it in the admin doc. but was unable to:-( Thanks, Gary

1 0

New Ticket Notification
by Joe Fusco 25 Aug '06

25 Aug '06

How do I enable new ticket notification for an agent? I've tried selecting YES on the new ticket and move ticket options but they don't seem to work. 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. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

2 1

Any experience on 64bit ?
by Nima Samadi 25 Aug '06

25 Aug '06

Thank you for the reply Andy. What worries me is this : http://lists.otrs.org/pipermail/otrs/2005-December/009696.html Regards Nima

2 1

Any experience on 64bit ?
by Nima Samadi 25 Aug '06

25 Aug '06

Hi Does OTRS work on a Fedora installed on a 64bit machine? Are there any special issues to consider when choosing between 32bit and 64bit? Regards Nima Samadi

2 1

Note types in OTRS
by Alan McKeown 25 Aug '06

25 Aug '06

All, I am playing about with notes in OTRS. I have added a filed in sysconfig Ticket::DefaultNextNoteStateType: Default states of next note. Waiting on customer. However when I create a test ticket and then add a note I cannot see this status or any statuses for that matter. The only field I get to see is note_type which is defined as being internal Can anyone help please 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

version of mysql?
by Herbert Mueller 25 Aug '06

25 Aug '06

hallo wich version of mysql should be used with otrs? our otrs works but our logfile contains messages like: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax ...... what is the reason for this? greetings Herbert Mueller ------------------------------ Dr.Herbert Mueller Physikdepartment Z30 85748 Garching Tel 089 289 12391 FAX 089 289 12296

3 6

EHLO localhost.localdomain
by Juergen Tolksdorf 25 Aug '06

25 Aug '06

Hi, if I try to send an E-Mail with OTRS through my Exchange Server, I get the following Message in the Web Interface: Software error:No SASL mechanism found at C:/OTRS/otrs/Kernel/cpan-lib/Authen/SASL.pm line 62 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. If I trace the packets between the OTRS Server and my Mailserver I can see that OTRS sends the following request to the mailserver: "EHLO localhost.localdomain\r\n" First, I'd like to change the "admin(a)your-domain.com" in the error message to the right value. Next, I'd like to change the localhost.localdomain in the SMTP Request from the OTRS Server. Can anybody help me to do so? However, in the packettrace I see, that the mailserver gives the message "TCP Checksum incorrect". Does anyone have an Idea about what mybe wrong here? thanks in advance Herb. _________________________________________________________________ Testen Sie Live.com - das Zentrum Ihrer Online-Welt, das Sie mit aktuellen Nachrichten, Sport- und Wetterinfos und vielem mehr versorgt. http://www.live.com/getstarted

1 0

OTRS and Freeradius
by Jan Rieger 25 Aug '06

25 Aug '06

Hi, we have an existing freeradius setup for customer authentification. Now we'd like to integrate OTRS. Users now can authenticate (against freeradius), but they can't log in to OTRS because they are rejected with the message "Panic! No UserData!!!". Is there any possibility to get OTRS to automatically setup the user data in the MySQL database on first login if they don't exist? Best regards Jan Rieger -- Systemhaus Klaus Sommerfeld Rathenaustrasse 16 D-99085 Erfurt Telefon: +49-361-6534037 Telefax: +49-361-6534038

1 0

RE: [otrs] import customer user with a text file?
by Martin Waichman 24 Aug '06

24 Aug '06

>Message: 1 >Date: Wed, 23 Aug 2006 14:07:03 -0700 >From: "Jeff Lansidel" <jtlatgf(a)gmail.com> >Subject: [otrs] import customer user with a text file? >To: otrs(a)otrs.org >Message-ID: > <523710a50608231407j1296af19x7f2ac97b19d8cdc1(a)mail.gmail.com> >Content-Type: text/plain; charset="iso-8859-1" > >I have not had any luck finding information about how to do this if it is possible. >I would like to import all of our employees into the database so they do not have to go through the "new" registration process. This is to insure that >><their email address is spelled correctly. >Thanks for the input. >Jeff I used a CSV file, with the fields of the Customers Database, and make the import using a query in MySQL, taking in care the ID has to be unique. And it´s working now, I had to import 3000 customers. Regards Martin Waichman Director Serbiznet

1 0

new ticket creation and emails
by Alan McKeown 24 Aug '06

24 Aug '06

Hello All, I am testing the customer login and ticket creation. So far when I log in as a customer I can create a ticket ok. When I then login as an OTRS user I can see the ticket in the correct queue for that customer. Is it possible on ticket creation to send an email out to all the helpdesk engineers who are assigned to that queue? 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.

1 0

FW: Is there a way to specify a queue when sending e-mail? -- UPDATE--
by Her, Andre 24 Aug '06

24 Aug '06

Seems possible by configure PopMasterFilter to redirect mail where subject is ^DNS to the DNS_DHCP queue !! >From admin OTRS screen Adm>divers > Postmastefilter En-tete 1 (header 1 ?) Subject Value ^DNS Assing En-tets 1 vallue DNS_DHCP First test positive, CU AndreBottom of Form 2 > ______________________________________________ > From: Her, Andre > Sent: donderdag 17 augustus 2006 9:33 > To: 'User questions and discussions about OTRS.org' > Subject: Is there a way to specify a queue when sending e-mail? > > I have defined several queues on my OTRS 2.0.4 server. > For DNS requests, WEB services, new install. > Users are normally supposed to handle only the requests they are > responsible for, DNS,WEB,install,etc. > I accept requests send by e-mail. > And I would like if there is a way to automatically direct the > requests, coming by e-mail, to the correct queue? > > Many thanks in advances > Andre >

1 0

Re: html is being stripped out
by Stephen Gebbie 24 Aug '06

24 Aug '06

As promised here are the notes on how i switched otrs from plain/text to html emails. these are pretty much from memory, so i'm not expecting any awards for style. This configuration is the best solution for our needs & can be tweaked further (this setup sends html, accepts html, but will still strip the original html from outgoing reply messages (if you choose to ReplyWithContent)). While on the QueueView it will only say, this is an html message & wont show the content (there is a link that you can choose to show the content in a popup) this setup is the easiest to maintain, so its what i documented) if you wanted you could force it to show the message, but its not really worth it in our case. on each of your responses/autoresponses you can add <html><body><pre> --your templated response-- </pre></body></html>. you can also change your default compose content: sysconfig-> Ticket -> Frontend::Agent::Ticket::ViewCompose Disable the AutoHTML2Text: Config Options: sysconfig -> Ticket -> Core::PostMaster Switch from plain text to text/html Kernel/Modules/AgentTicketCompose.pm around line 563 (section: # send email) & change it to: Type => 'text/html', Kernel/System/Ticket/Article.pm around line 2002 (section: # send email) & change it to: Type => 'text/html', (if you run a find|grep for "text/plain" from /Kernel you will see there are plenty of further areas for conversion, but this is all thats needed for our needs) Now when you attempt to compose an answer the default otrs textarea is kinda naff if you want to write html. So you can follow my example & hide the textarea & instead use a RichTextEditor eg. http://www.mozilla.org/editor/midasdemo/ (i have attached my current Composer code. This works on mozilla & should work on ie. with no mods) also this can also be impoved greatly, but its is a very simple setup & easily reversable) essentially: 1. get the midas code 2. edit Kernel/Output/HTML/Standard/AgentTicketCompose.dtl 3. inside function submit_compose() stick this: // Swap the richtext content back into the otrs textarea document.getElementById("Body").value=document.getElementById("edit").contentWindow.document.body.innerHTML; 4. inside fuction SpellCheckSubmit() change it to spellecheck the RichTextArea: //document.spelling.Body.value = document.compose.Body.value; document.spelling.Body.value = document.getElementById("edit").contentWindow.document.body.innerHTML; 5. Around line 150 stick in the midas code (you want to paste it just after these 2 lines) <td class="contentkey">$Text{"Text"}:</td> <td class="contentvalue" valign="top">  6. Wrap the original textarea in a hidden box (you can do this last so you can test the rte contains the right content) <div style="visibility:hidden;height:0"> <textarea id="Body" name="Body" rows="1" cols="$Config{"Ticket::Frontend::TextAreaEmail"}" > $Data{"ResponseFormat"} </textarea> </div> 7. inside the fuction Start(), insert this line: // Copy the content form the hidden texatarea into the RTE area document.getElementById('edit').contentWindow.document.body.innerHTML=document.getElementById("Body").innerHTML; 8. save that should be that. It is more than likely my line numbers are different, hence my attachment. 9. you can normalize & tidy it as much as you like. 10. you could also remove the original textarea since its now redundant You can now test it. you can confirm what its doing by launching your mysql & running this query given the ticket number select a_content_type from article where ticket_id=126; where you can confirm its sending in text/html format. anyway. enjoy (oh, and my original problem actually turned out to be the most suitable format.... go figure ) # -- # AgentTicketCompose.dtl - provides HTML form for AgentTicketCompose # Copyright (C) 2001-2005 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: AgentTicketCompose.dtl,v 1.10 2005/08/05 08:11:45 rk Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # --   <script language="JavaScript" type="text/javascript">  else if (document.compose.TimeUnits.value != "") { var reg = /^-{0,1}\d+?((\.|,){0,1}\d+?){0,1}$/; if (reg.test(document.compose.TimeUnits.value) == false) { alert('$Text{"Invalid time!"}'); document.compose.TimeUnits.focus(); return false; } } else if (document.compose.TimeUnits.value == "" && $Config{"Ticket::Frontend::NeedAccountedTime"}) { alert('$Text{"You need to account time!"}'); document.compose.Subject.focus(); return false; }  else { return true; } } //--> </script> <script language="JavaScript" type="text/javascript">  </script> <script language="JavaScript" type="text/javascript">  </script> <script language="JavaScript" type="text/javascript">  </script> <table border="0" width="100%" cellspacing="0" cellpadding="3" cols="1"> <tr> <td class="mainhead2"> $Env{"Box0"}$Text{"Compose answer for ticket"}: $Data{"TicketNumber"}$Env{"Box1"} </td> </tr> $Include{"AgentTicketLocked"} <tr> <td class="mainbody"> <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="$Env{"Action"}"> <input type="hidden" name="Subaction" value="SendEmail"> <input type="hidden" name="TicketID" value="$QData{"TicketID"}"> <input type="hidden" name="Email" value="$QData{"Email"}"> <input type="hidden" name="InReplyTo" value="$QData{"InReplyTo"}"> <input type="hidden" name="FormID" value="$QData{"FormID"}"> <table border="0" width="100%"> <tr> <td class="contentkey" width="20%">$Text{"From"}:</td> <td class="contentvalue" width="80%">$QData{"From"} <input type="hidden" name="From" value="$QData{"From"}"> <font color="red" size="-2">$Data{"From invalid"}</font></td> </tr> <tr> <td class="contentkey">$Text{"To"}:</td> <td class="contentvalue"><input type="text" name="To" value="$QData{"To"}" size="80"> <font color="red" size="-2">$Data{"To invalid"}</font></td> </tr> <tr> <td class="contentkey">$Text{"Cc"}:</td> <td class="contentvalue"><input type="text" name="Cc" value="$QData{"Cc"}" size="80"> <font color="red" size="-2">$Data{"Cc invalid"}</font></td> </tr> <tr> <td class="contentkey">$Text{"Bcc"}:</td> <td class="contentvalue"><input type="text" name="Bcc" value="$QData{"Bcc"}" size="80"> <font color="red" size="-2">$Data{"Bcc invalid"}</font></td> </tr> <tr> <td class="contentkey">$Text{"Subject"}:</td> <td class="contentvalue"><input type="text" name="Subject" value="$QData{"Subject"}" size="80"></td> </tr>  <tr> <td class="contentkey">$Text{"$QData{"Key"}"}:</td> <td class="contentvalue"> $Data{"Value"} <font color="red" size="-2">$Data{"Invalid"}</font> </td> </tr>  <tr> <td class="contentkey">$Text{"Options"}:</td> <td class="contentvalue">  $Env{"Box0"}<a href="" onclick="SpellCheckSubmit(); return false;" onmouseover="window.status='$Text{"Spell Check"}'; return true;" onmouseout="window.status='';"><img border="0" src="$Env{"Images"}spell.png">$Text{"Spell Check"}</a>$Env{"Box1"}  $Env{"Box0"}<a href="" onclick="BookCheckSubmit(); return false;" onmouseover="window.status='$Text{"Address Book"}'; return true;" onmouseout="window.status='';"><img border="0" src="$Env{"Images"}contents.png">$Text{"Address Book"}</a>$Env{"Box1"} $Env{"Box0"}<a href="#attachment" onmouseover="window.status='$Text{"Attachments"}'; return true;" onmouseout="window.status='';"><img border="0" src="$Env{"Images"}attach.png">$Text{"Attachments"}</a>$Env{"Box1"} # -- # check if the faq link should be shown # -- <dtl if ($Env{"UserIsGroupRo[faq]"} eq "Yes") { $Data{"FAQLink"} = "$Env{"Box0"}<a href="" onclick="FAQSubmit(); return false;" onmouseover="window.status='$Text{"FAQ"}'; return true;" onmouseout="window.status='';"><img border="0" src="$Env{"Images"}help-small.png">$Text{"FAQ"}</a>$Env{"Box1"}"; }> $Data{"FAQLink"} </td> </tr> <tr> <td class="contentkey">$Text{"Text"}:</td> <td class="contentvalue" valign="top">  ######################################### <span> <html> <head> <style type="text/css"> .imagebutton {height: 22; width: 23; border: solid 2px #C0C0C0; background-color: #C0C0C0} .image {position: relative; left: 1; top: 1; height:20; width:21; border:none;} .toolbar {height: 30; background-color: #C0C0C0;} </style> <script> var command = ""; function InitToolbarButtons() { var kids = document.getElementsByTagName('DIV'); for (var i=0; i < kids.length; i++) { if (kids[i].className == "imagebutton") { kids[i].onmouseover = tbmouseover; kids[i].onmouseout = tbmouseout; kids[i].onmousedown = tbmousedown; kids[i].onmouseup = tbmouseup; kids[i].onclick = tbclick; } } } function tbmousedown(e) { var evt = e ? e : window.event; this.firstChild.style.left = 2; this.firstChild.style.top = 2; this.style.border="inset 2px"; if (evt.returnValue) { evt.returnValue = false; } else if (evt.preventDefault) { evt.preventDefault( ); } else { return false; } } function tbmouseup() { this.firstChild.style.left = 1; this.firstChild.style.top = 1; this.style.border="outset 2px"; } function tbmouseout() { this.style.border="solid 2px #C0C0C0"; } function tbmouseover() { this.style.border="outset 2px"; } function insertNodeAtSelection(win, insertNode) { // get current selection var sel = win.getSelection(); // get the first range of the selection // (there's almost always only one range) var range = sel.getRangeAt(0); // deselect everything sel.removeAllRanges(); // remove content of current selection from document range.deleteContents(); // get location of current selection var container = range.startContainer; var pos = range.startOffset; // make a new range for the new selection range=document.createRange(); if (container.nodeType==3 && insertNode.nodeType==3) { // if we insert text in a textnode, do optimized insertion container.insertData(pos, insertNode.nodeValue); // put cursor after inserted text range.setEnd(container, pos+insertNode.length); range.setStart(container, pos+insertNode.length); } else { var afterNode; if (container.nodeType==3) { // when inserting into a textnode // we create 2 new textnodes // and put the insertNode in between var textNode = container; container = textNode.parentNode; var text = textNode.nodeValue; // text before the split var textBefore = text.substr(0,pos); // text after the split var textAfter = text.substr(pos); var beforeNode = document.createTextNode(textBefore); afterNode = document.createTextNode(textAfter); // insert the 3 new nodes before the old one container.insertBefore(afterNode, textNode); container.insertBefore(insertNode, afterNode); container.insertBefore(beforeNode, insertNode); // remove the old node container.removeChild(textNode); } else { // else simply insert the node afterNode = container.childNodes[pos]; container.insertBefore(insertNode, afterNode); } range.setEnd(afterNode, 0); range.setStart(afterNode, 0); } sel.addRange(range); }; function getOffsetTop(elm) { var mOffsetTop = elm.offsetTop; var mOffsetParent = elm.offsetParent; while(mOffsetParent){ mOffsetTop += mOffsetParent.offsetTop; mOffsetParent = mOffsetParent.offsetParent; } return mOffsetTop; } function getOffsetLeft(elm) { var mOffsetLeft = elm.offsetLeft; var mOffsetParent = elm.offsetParent; while(mOffsetParent){ mOffsetLeft += mOffsetParent.offsetLeft; mOffsetParent = mOffsetParent.offsetParent; } return mOffsetLeft; } function tbclick() { if ((this.id == "forecolor") || (this.id == "hilitecolor")) { parent.command = this.id; buttonElement = document.getElementById(this.id); document.getElementById("colorpalette").style.left = getOffsetLeft(buttonElement); document.getElementById("colorpalette").style.top = getOffsetTop(buttonElement) + buttonElement.offsetHeight; document.getElementById("colorpalette").style.visibility="visible"; } else if (this.id == "createlink") { var szURL = prompt("Enter a URL:", "http://"); if ((szURL != null) && (szURL != "")) { document.getElementById('edit').contentWindow.document.execCommand("CreateLink",false,szURL); } } else if (this.id == "createimage") { imagePath = prompt('Enter Image URL:', 'http://'); if ((imagePath != null) && (imagePath != "")) { document.getElementById('edit').contentWindow.document.execCommand('InsertImage', false, imagePath); } } else if (this.id == "createtable") { e = document.getElementById("edit"); rowstext = prompt("enter rows"); colstext = prompt("enter cols"); rows = parseInt(rowstext); cols = parseInt(colstext); if ((rows > 0) && (cols > 0)) { table = e.contentWindow.document.createElement("table"); table.setAttribute("border", "1"); table.setAttribute("cellpadding", "2"); table.setAttribute("cellspacing", "2"); tbody = e.contentWindow.document.createElement("tbody"); for (var i=0; i < rows; i++) { tr =e.contentWindow.document.createElement("tr"); for (var j=0; j < cols; j++) { td =e.contentWindow.document.createElement("td"); br =e.contentWindow.document.createElement("br"); td.appendChild(br); tr.appendChild(td); } tbody.appendChild(tr); } table.appendChild(tbody); insertNodeAtSelection(e.contentWindow, table); } } else { document.getElementById('edit').contentWindow.document.execCommand(this.id, false, null); } } function Select(selectname) { var cursel = document.getElementById(selectname).selectedIndex; /* First one is always a label */ if (cursel != 0) { var selected = document.getElementById(selectname).options[cursel].value; document.getElementById('edit').contentWindow.document.execCommand(selectname, false, selected); document.getElementById(selectname).selectedIndex = 0; } document.getElementById("edit").contentWindow.focus(); } function dismisscolorpalette() { document.getElementById("colorpalette").style.visibility="hidden"; } function Start() { document.getElementById('edit').contentWindow.document.designMode = "on"; try { document.getElementById('edit').contentWindow.document.execCommand("undo", false, null); } catch (e) { alert("This demo is not supported on your level of Mozilla."); } document.getElementById('edit').contentWindow.document.body.innerHTML=document.getElementById("Body").innerHTML; //document.getElementById('edit').contentWindow.document.body.innerText=document.getElementById("Body").innerHTML; InitToolbarButtons(); if (document.addEventListener) { document.addEventListener("mousedown", dismisscolorpalette, true); document.getElementById("edit").contentWindow.document.addEventListener("mousedown", dismisscolorpalette, true); document.addEventListener("keypress", dismisscolorpalette, true); document.getElementById("edit").contentWindow.document.addEventListener("keypress", dismisscolorpalette, true); } else if (document.attachEvent) { document.attachEvent("mousedown", dismisscolorpalette, true); document.getElementById("edit").contentWindow.document.attachEvent("mousedown", dismisscolorpalette, true); document.attachEvent("keypress", dismisscolorpalette, true); document.getElementById("edit").contentWindow.document.attachEvent("keypress", dismisscolorpalette, true); } document.getElementById('edit').contentWindow.focus(); } </script> </head> <body onLoad="Start();"> <p/>The Cut, Copy, and Paste buttons below are disabled for security reasons. <br/>To enable them you need to <a href="securityprefs.html">edit your preferences file</a>.(but you can still use the middle button <img src="/otrs-web/images/wink.gif") <table bgcolor="#C0C0C0" id="toolbar1"> <tr> <td> <div class="imagebutton" id="cut"><img class="image" src="/otrs-web/images/cut.gif" alt="Cut" title="Cut"></div> </td> <td> <div class="imagebutton" id="copy"><img class="image" src="/otrs-web/images/copy.gif" alt="Copy" title="Copy"></div> </td> <td> <div class="imagebutton" id="paste"><img class="image" src="/otrs-web/images/paste.gif" alt="Paste" title="Paste"></div> <td> </td> <td> </td> <td> <div class="imagebutton" id="undo"><img class="image" src="/otrs-web/images/undo.gif" alt="Undo" title="Undo"></div> </td> <td> <div class="imagebutton" id="redo"><img class="image" src="/otrs-web/images/redo.gif" alt="Redo" title="Redo"></div> </td> <td> </td> <td> <div style="left: 10;" class="imagebutton" id="createlink"><img class="image" src="/otrs-web/images/link.gif" alt="Insert Link" title="Insert Link"></div> </td> <td> <div style="left: 10;" class="imagebutton" id="createimage"><img class="image" src="/otrs-web/images/image.gif" alt="Insert Image" title="Insert Image"></div> </td> <td> </td> <td> <div style="left: 10;" class="imagebutton" id="createtable"><img class="image" src="/otrs-web/images/table.gif" alt="Insert Table" title="Insert Table"></div> </td> </tr> </table> <table bgcolor="#C0C0C0" id="toolbar2"> <tr> <td> <select id="formatblock" onchange="Select(this.id);"> <option value="<p>">Normal</option> <option value="<p>">Paragraph</option> <option value="<h1>">Heading 1 <H1></option> <option value="<h2>">Heading 2 <H2></option> <option value="<h3>">Heading 3 <H3></option> <option value="<h4>">Heading 4 <H4></option> <option value="<h5>">Heading 5 <H5></option> <option value="<h6>">Heading 6 <H6></option> <option value="<address>">Address <ADDR></option> <option value="<pre>">Formatted <PRE></option> </select> </td> <td> <select id="fontname" onchange="Select(this.id);"> <option value="Font">Font</option> <option value="Arial">Arial</option> <option value="Courier">Courier</option> <option value="Times New Roman">Times New Roman</option> </select> </td> <td> <select unselectable="on" id="fontsize" onchange="Select(this.id);"> <option value="Size">Size</option> <option value="1">1</option> <option value="2">2</option> <option value="3">3</option> <option value="4">4</option> <option value="5">5</option> <option value="6">6</option> <option value="7">7</option> </select> </td> <td> <div class="imagebutton" id="bold"><img class="image" src="/otrs-web/images/bold.gif" alt="Bold" title="Bold"></div> </td> <td> <div class="imagebutton" id="italic"><img class="image" src="/otrs-web/images/italic.gif" alt="Italic" title="Italic"></div> </td> <td> <div class="imagebutton" id="underline"><img class="image" src="/otrs-web/images/underline.gif" alt="Underline" title="Underline"></div> </td> <td> </td> <td> <div style="left: 10;" class="imagebutton" id="forecolor"><img class="image" src="/otrs-web/images/forecolor.gif" alt="Text Color" title="Text Color"></div> </td> <td> <div style="left: 40;" class="imagebutton" id="hilitecolor"><img class="image" src="/otrs-web/images/backcolor.gif" alt="Background Color" title="Background Color"></div> </td> <td> </td> <td> <div style="left: 10;" class="imagebutton" id="justifyleft"><img class="image" src="/otrs-web/images/justifyleft.gif" alt="Align Left" title="Align Left"></div> </td> <td> <div style="left: 40;" class="imagebutton" id="justifycenter"><img class="image" src="/otrs-web/images/justifycenter.gif" alt="Center" title="Center"></div> </td> <td> <div style="left: 70;" class="imagebutton" id="justifyright"><img class="image" src="/otrs-web/images/justifyright.gif" alt="Align Right" title="Align Right"></div> </td> <td> </td> <td> <div style="left: 10;" class="imagebutton" id="insertorderedlist"><img class="image" src="/otrs-web/images/orderedlist.gif" alt="Ordered List" title="Ordered List"></div> </td> <td> <div style="left: 40;" class="imagebutton" id="insertunorderedlist"><img class="image" src="/otrs-web/images/unorderedlist.gif" alt="Unordered List" title="Unordered List"></div> </td> <td> </td> <td> <div style="left: 10;" class="imagebutton" id="outdent"><img class="image" src="/otrs-web/images/outdent.gif" alt="Outdent" title="Outdent"></div> </td> <td> <div style="left: 40;" class="imagebutton" id="indent"><img class="image" src="/otrs-web/images/indent.gif" alt="Indent" title="Indent"></div> </td> </tr> </table> <br> <iframe id="edit" width="70%" height="500px"></iframe> <iframe width="250" height="170" id="colorpalette" src="/otrs-web/colors.html" style="visibility:hidden; position: absolute;"></iframe> <script> function viewsource(source) { var html; if (source) { html = document.createTextNode(document.getElementById('edit').contentWindow.document.body.innerHTML); document.getElementById('edit').contentWindow.document.body.innerHTML = ""; html = document.getElementById('edit').contentWindow.document.importNode(html,false); document.getElementById('edit').contentWindow.document.body.appendChild(html); document.getElementById("toolbar1").style.visibility="hidden"; document.getElementById("toolbar2").style.visibility="hidden"; } else { html = document.getElementById('edit').contentWindow.document.body.ownerDocument.createRange(); html.selectNodeContents(document.getElementById('edit').contentWindow.document.body); document.getElementById('edit').contentWindow.document.body.innerHTML = html.toString(); document.getElementById("toolbar1").style.visibility="visible"; document.getElementById("toolbar2").style.visibility="visible"; } } function usecss(source) { document.getElementById('edit').contentWindow.document.execCommand("useCSS", false, !(source)); } function readonly(source) { document.getElementById('edit').contentWindow.document.execCommand("readonly", false, !(source)); } </script> <table> <tr> <td><input type="checkbox" onclick="viewsource(this.checked)"> View HTML Source</input></td> <td> <div style="visibility:hidden;height:0"> <textarea id="Body" name="Body" rows="1" cols="$Config{"Ticket::Frontend::TextAreaEmail"}" > $Data{"ResponseFormat"} </textarea> </div>  </td> </tr><tr> <td><input checked type="checkbox" onclick="usecss(this.checked)">Use CSS</input></td> <td> </td> </tr><tr> <td><input type="checkbox" onclick="readonly(this.checked)">Read only</input></td> <td> </td> </tr> </table> </body> </html> </span> ##############################  <input type="button" onclick="Preview();" value="Preview"><br/> <script> function Preview() { document.getElementById("Body").value=document.getElementById("edit").contentWindow.document.body.innerHTML; myPreview=window.open('','myPreview'); myPreview.document.writeln(document.getElementById('Body').value); myPreview.document.close(); } </script> </td> </tr> # -- # use there are std. attachments for this response # -- <dtl if ($Data{"StdAttachmentsStrg"} ne "") { $Data{"StdAttachmentsTable"} = "<tr><td>$Text{"Std. Attachment"}:</td><td>$Data{"StdAttachmentsStrg"}</td></tr>"; }> $Data{"StdAttachmentsTable"} # <tr> <td class="contentkey">$Text{"Attachment"}:</td> <td class="contentvalue"> <table cellspacing="0" cellpadding="0" width="400">  <tr><td>$QData{"Filename"}</td><td>$QData{"Filesize"}</td><td align="right"><input type="submit" name="AttachmentDelete$QData{"FileID"}" value="$Text{"Delete"}"></td></tr>  <tr><td colspan="2"> <input name="file_upload" type="file" size="40" class="fixed"></td><td align="right"><input type="submit" name="AttachmentUpload" value="$Text{"Attach"}"><a name="attachment"> </td></tr> </table> </td> </tr> <tr> <td class="contentkey">$Text{"Next ticket state"}:</td> <td class="contentvalue">$Data{"NextStatesStrg"}</td> </tr> <tr> <td class="contentkey">$Text{"Pending Date"} ($Text{"for pending* states"}):</td> <td class="contentvalue">$Data{"PendingDateString"} <font color="red" size="-2">$Text{"$Data{"Date invalid"}"}</font> </td> </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField1"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField1"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField2"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField2"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField3"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField3"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField4"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField4"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField5"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField5"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField6"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField6"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField7"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField7"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField8"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField8"}</td> # </tr>  <tr> <td class="contentkey">$Text{"Time units"}$Text{"$Config{"Ticket::Frontend::TimeUnits"}"}:</td> <td class="contentvalue"><input type="text" name="TimeUnits" value="$Data{"TimeUnits"}" size="3"></td> </tr>  </table> <br> <input class="button" accesskey="g" type="submit" value="$Text{"Send mail!"}" onclick="return submit_compose();"> </form> <form action="$Env{"CGIHandle"}" method="post" name="spelling" target="spelling"> <input type="hidden" name="Action" value="AgentSpelling"> <input type="hidden" name="Body" value=""> <input type="hidden" name="spell_lang" value=""> </form> <form action="$Env{"CGIHandle"}" method="post" name="book" target="book"> <input type="hidden" name="Action" value="AgentBook"> <input type="hidden" name="To" value=""> <input type="hidden" name="Cc" value=""> <input type="hidden" name="Bcc" value=""> </form> <form action="$Env{"CGIHandle"}" method="post" name="faq" target="faq"> <input type="hidden" name="Action" value="FAQ"> <input type="hidden" name="Nav" value="None"> <input type="hidden" name="Body" value=""> <input type="hidden" name="Subject" value=""> <input type="hidden" name="What" value=""> </form> </td> </tr> </table>

1 0

Re: html is being stripped out
by Stephen Gebbie 24 Aug '06

24 Aug '06

As promised here are the notes on how i switched otrs from plain/text to html emails. these are pretty much from memory, so i'm not expecting any awards for style. This configuration is the best solution for our needs & can be tweaked further (this setup sends html, accepts html, but will still strip the original html from outgoing reply messages (if you choose to ReplyWithContent)). While on the QueueView it will only say, this is an html message & wont show the content (there is a link that you can choose to show the content in a popup) this setup is the easiest to maintain, so its what i documented) if you wanted you could force it to show the message, but its not really worth it in our case. on each of your responses/autoresponses you can add <html><body><pre> --your templated response-- </pre></body></html>. you can also change your default compose content: sysconfig-> Ticket -> Frontend::Agent::Ticket::ViewCompose Disable the AutoHTML2Text: Config Options: sysconfig -> Ticket -> Core::PostMaster Switch from plain text to text/html Kernel/Modules/AgentTicketCompose.pm around line 563 (section: # send email) & change it to: Type => 'text/html', Kernel/System/Ticket/Article.pm around line 2002 (section: # send email) & change it to: Type => 'text/html', (if you run a find|grep for "text/plain" from /Kernel you will see there are plenty of further areas for conversion, but this is all thats needed for our needs) Now when you attempt to compose an answer the default otrs textarea is kinda naff if you want to write html. So you can follow my example & hide the textarea & instead use a RichTextEditor eg. http://www.mozilla.org/editor/midasdemo/ (i have attached my current Composer code. This works on mozilla & should work on ie. with no mods) also this can also be impoved greatly, but its is a very simple setup & easily reversable) essentially: 1. get the midas code 2. edit Kernel/Output/HTML/Standard/AgentTicketCompose.dtl 3. inside function submit_compose() stick this: // Swap the richtext content back into the otrs textarea document.getElementById("Body").value=document.getElementById("edit").contentWindow.document.body.innerHTML; 4. inside fuction SpellCheckSubmit() change it to spellecheck the RichTextArea: //document.spelling.Body.value = document.compose.Body.value; document.spelling.Body.value = document.getElementById("edit").contentWindow.document.body.innerHTML; 5. Around line 150 stick in the midas code (you want to paste it just after these 2 lines) <td class="contentkey">$Text{"Text"}:</td> <td class="contentvalue" valign="top">  6. Wrap the original textarea in a hidden box (you can do this last so you can test the rte contains the right content) <div style="visibility:hidden;height:0"> <textarea id="Body" name="Body" rows="1" cols="$Config{"Ticket::Frontend::TextAreaEmail"}" > $Data{"ResponseFormat"} </textarea> </div> 7. inside the fuction Start(), insert this line: // Copy the content form the hidden texatarea into the RTE area document.getElementById('edit').contentWindow.document.body.innerHTML=document.getElementById("Body").innerHTML; 8. save that should be that. It is more than likely my line numbers are different, hence my attachment. 9. you can normalize & tidy it as much as you like. 10. you could also remove the original textarea since its now redundant You can now test it. you can confirm what its doing by launching your mysql & running this query given the ticket number select a_content_type from article where ticket_id=126; where you can confirm its sending in text/html format. anyway. enjoy (oh, and my original problem actually turned out to be the most suitable format.... go figure )

1 0

What if the e-mail's size exceed PostMasterPOP3MaxEmailSize: !
by Her, Andre 24 Aug '06

24 Aug '06

Seems that any mail with size larger than PostMasterPOP3MaxEmailSize: 2048 is simply LOST.. I have tested with a mail of : bash-2.03$ tail -f /var/log/syslog | grep -v pop Aug 24 10:48:55 dingo sendmail[23490]: [ID 801593 mail.info] k7O8mWW7023490: from=<xxx(a)here.com>, size=3114554, cnrcpts=1, msgid=<D1794DC5735DC9429474BE0371DEF457054835AD(a)bemem.com>, proto=ESMTP, daemon=MTA, relay=mail.xx.com [22.222.222.22] Aug 24 10:48:59 dingo sendmail[23564]: [ID 801593 mail.info] k7O8mWW7023490: to=<otrs(a)dingo.xx.ss.com>, delay=00:00:2y=00:00:04, mailer=local, pri=3144757, dsn=2.0.0, stat=Sent So the mail IS delivred But nothing is shown in any queues!?? And there is reaction from OTRS, such as retuning the e-mail with an error? Is there a way to return the mail with error messages? Andre

2 2

Note types
by Alan McKeown 24 Aug '06

24 Aug '06

All, Is it possible to add more note types other than just having 'note-internal' 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

email body change
by Mr Right 23 Aug '06

23 Aug '06

Hi, I want to know if it is possible to send the customer a standard email body when creating email tickets. The customer should not see what is typed about the issue and the email sent to them via Agent Ticket Email should have a standard text. I want also be able to do the same with phone tickets so that customer's get a generic email. I want to be able to save the text in the body of ticket only for agents to see the reported issue but customer should only get standard email ticket with their ticket number on it. Please help.

1 0

import customer user with a text file?
by Jeff Lansidel 23 Aug '06

23 Aug '06

I have not had any luck finding information about how to do this if it is possible. I would like to import all of our employees into the database so they do not have to go through the "new" registration process. This is to insure that their email address is spelled correctly. Thanks for the input. Jeff

1 0

User Ownership trouble
by Martin Waichman 23 Aug '06

23 Aug '06

I have two queues with 3 users assigned each, i can assign a ticket to a queue, but when i tried to assign a Owner, i only can view the users with RW access. I tried using ChangeOwnerToEveryone, but its really complex to manage this because some tickets could lost into the system, if the user who receive the ticket doesn´t have access to the queue. Some ideas?? Regards Martin Waichman Director Serbiznet

2 1

New ticket notification
by Joe Fusco 23 Aug '06

23 Aug '06

I must be missing something. I have successfully set up OTRS to accept mail. All mail coming in to help(a)helpdesk.mydomain.net creates a new ticket and the ticket is routed to the RAW queue. I have the raw queue assigned to the "unassigned" group. The single member of the unassigned group is IT with an email address that is a distribution list (it(a)mydomain.net) This address will distribute any mail to myself and the other IT person. My thought was that if someone sends an email that generates a new ticket, we are notified via email. This isn't happening. I have IT set as the owner of the unassigned group and have the IT profile "New ticket notification" set to "Yes." The mail is getting to the server, OTRS is picking it up and creating a new ticket, the new ticket is being assigned to the raw queue but there does not appear to be an email being sent out as notification. Here is a copy of the system log: Wed Aug 23 11:20:04 2006 notice OTRS-PM3-10 Fetched 1 email(s) from help(a)helpdesk.mydomain.net. Wed Aug 23 11:20:03 2006 notice OTRS-PM3-10 New Ticket [2006082310000029/Testing] created (TicketID=6,Queue=Raw,Priority=3 normal,State=new) Wed Aug 23 11:19:37 2006 notice OTRS-CGI-10 User: jfusco authentication ok (REMOTE_ADDR: 10.1.1.1). Wed Aug 23 11:15:52 2006 notice OTRS-CGI-10 User: jfusco authentication ok (REMOTE_ADDR: 10.1.1.1). Wed Aug 23 11:01:33 2006 notice OTRS-CGI-10 User: jfusco authentication ok (REMOTE_ADDR: 10.1.1.1). Wed Aug 23 10:50:03 2006 notice OTRS-PM3-10 Fetched 1 email(s) from help(a)helpdesk.mydomain.net. Wed Aug 23 10:50:03 2006 notice OTRS-PM3-10 New Ticket [2006082310000011/Notification Te] created (TicketID=5,Queue=Raw,Priority=3 normal,State=new) As a side, I have given myself all rights to the unassigned group except owner. I have the raw queue in my favorites list. I cannot, however, see any of the new tickets in the raw queue when logged in as myself. I can only see them when logged in as IT. This is why you see my authentication three times. I was checking to see if there were any new tickets. There were but I couldn't see them. Any help is appreciated 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. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

1 0

Trying MOD_PERL with otrs 2.0.4
by Her, Andre 23 Aug '06

23 Aug '06

I have problems starting otrs 2.0.4 with mod_perl My environemt is: Solaris 8 Apache 2.2.? Mysql 5.0.20 ( not relevant here, but to be complete) Mod_perl 2.0.2 Perl 5.8.8 ( configured to look into ../perl5.8.0 ) Important here, I think, is that 1) the apache server run with 2 virtual host, only one is used by OTRS, the other form another application under php5.0?? 2) the document root is /usr/otrs and NOT under /usr/local/apache ( apache is installed under /usr/apache2.2.3/ ) It use to work while running CGI, but the server ( an old Ultra1 ) was that slow that I decided to have a try with mod_perl. The error are all related to : 6] [error] Can't locate Kernel/System/Web/InterfaceAgent.pm in @INC (@INC contains: /export/home/apache2.2.0/bin/../.. /export/home/apache2.2.0/bin/.. /usr/local/lib/perl5/5.8.0/sun4-solaris /usr/local/lib/perl5/5.8.0 /usr/local/lib/perl5/site_perl/5.8.0/sun4-solaris /usr/local/lib/perl5/site_perl/5.8.0 . /export/home/apache2.2.0) at /usr/otrs/bin/cgi-bin/index.pl line 42.\nBEGIN failed--compilation aborted at /usr/otrs/bin/cgi-bin/index.pl line 42.\n So mod_perl is looking for perl modules in /export/home/apache2.2.0/bin as a result of the FindBin($Bin) in the index.pl. I wonder how to correct this without to much re-write !? Many thanks in advances Andre

2 3

Error when forwarding tickets
by Danie 23 Aug '06

23 Aug '06

Getting the following error when trying to use the "Forward" link in the Zoom function : Message: Need From! Traceback (16408): Module: Kernel::System::Ticket::Article::ArticleSend (v1.94) Line: 1254 Module: Kernel::Modules::AgentTicketForward::SendEmail (v1.8) Line: 527 Module: Kernel::Modules::AgentTicketForward::Run (v1.8) Line: 80 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Not sure what this error message means , anyone else come across this ?

2 2

Customer-Notifications on ticket creation and _closure_
by Alexander Scholler 23 Aug '06

23 Aug '06

Hi, many people regret that OTRS does not allow to automatically send the customer a mail when his ticket was closed. I now wrote a script to do this job - see attachment and the comments inside how to use it. Explanation: * I added a freekey/text-pair with specific values that indicate if a customer notification shall be send on ticket creation and closure. * This field is set to "notify on both" by default and can be changed e.g. on ticket creation and later activities. * my script must be run by cron-daemon (e.g. every 5 min) and searches for all tickets with the specific freekey/text-pair. * it sends the notifications where necessary and changes the freetext (to indicate that the notification sent must no longer be send) * you can change the notification-behaviour (e.g. suppress or resend a notification) by manually changing the freetext. This script adds the feature of * ticket-closure-mails * ticket-individual disabling mails on ticket-creation (that's not possible with auto-answers on standard-OTRS). I used customer-notifications instead of auto-answers. Why? I don't know! Give my a hint what's the difference in customer-notifications and auto-answers on my specific use... I would be really pleased about feedback on my script! I wrote another script that send agent-notifications * on open tickets (which should be worked on) * if there is no agent-activity for the last x minutes (e.g. writting a note) and * if the last notification is more than x minutes ago "x minutes" is priority-depending. This script should enforce the working on open tickets through the agent and the amount of such notifications sent can be used within statistic analysis. Tell me if you're interested in this script. Bye, Alex

1 0

Another bug, I could reproduce the error situation for this case
by Zhang Wayne 23 Aug '06

23 Aug '06

ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: MSWin32 Time: Wed Aug 23 13:14:11 2006 Message: Lost connection to MySQL server during query, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (2314, ?, current_timestamp, 2, current_timestamp, 2)' Traceback (1944): Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWritePlain (v1.31) Line: 203 Module: Kernel::System::Ticket::Article::ArticleSend (v1.94) Line: 1327 Module: Kernel::Modules::AgentTicketEmail::Run (v1.12) Line: 644 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::E_3a_HelpDesk_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 _________________________________________________________________ 享用世界上最大的电子邮件系统― MSN Hotmail。 http://www.hotmail.com

1 0

Re: [otrs] When I upload the attachment with mht, system show me error as below
by Zhang Wayne 22 Aug '06

22 Aug '06

Please check the enclosed file, thanks >From: Christian Schoepplein <christian.schoepplein(a)otrs.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Subject: Re: [otrs] When I upload the attachment with mht,system show me error as below >Date: Tue, 22 Aug 2006 13:44:49 +0200 > >Hi, > >On Tue, Aug 22, 2006 at 06:50:08AM +0000, Zhang Wayne wrote: > >Software error: > >can't have encoding base64 for message type message/rfc822! at > >E:/HelpDesk/otrs//Kernel/System/Email.pm line 271 > > > >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. > >Send such a mht file to me please. I've heard of such a problem before >but I was not able to reprodce it. Maybe the mht file was broken. > >Regards, > > Christian > > >-- >((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! > ><< signature.asc >> >_______________________________________________ >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/ _________________________________________________________________ 享用世界上最大的电子邮件系统― MSN Hotmail。 http://www.hotmail.com

1 0

ticket creation with user defined as read only
by Alan McKeown 22 Aug '06

22 Aug '06

Hello All, I have set up a user to be read only for a number of GROUPS. I can however create a ticket logged in as that user. Can anyone please explain how to stop this behaviour. 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

When I upload the attachment with mht, system show me error as below
by Zhang Wayne 22 Aug '06

22 Aug '06

Software error: can't have encoding base64 for message type message/rfc822! at E:/HelpDesk/otrs//Kernel/System/Email.pm line 271 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. _________________________________________________________________ 免费下载 MSN Explorer: http://explorer.msn.com/lccn/

2 1

I need upload the attachment when I close the ticket
by Zhang Wayne 22 Aug '06

22 Aug '06

I need upload the attachment when I close the ticket, could you tell me which setting or code could modify to achieve my objective, thanks! _________________________________________________________________ 免费下载 MSN Explorer: http://explorer.msn.com/lccn/

1 0

convert a ticket to a FAQ
by Jeff Lansidel 21 Aug '06

21 Aug '06

Hi, How to convert a ticket to a FAQ? Can this been done or maybe be an enhancement down the road? If it can, could someone direct how to it please. Thank You, Jeff

2 1

Status Change via note
by Andy Lubel 21 Aug '06

21 Aug '06

Why cant we change the status of a ticket without emailing the user? There are some internal status changes that happen before a ticket is closed and the agents would prefer not to email the customer when they change the status every time. I have seen that the phone call option allows me to change the status without emailing the customer, which is good; and it also allows the customer to see in the ticket history when a status is changed. But the naming of it causes confusion.. Anyone have similar situations and found a way to make it work? -Andy Lubel --

5 8

AW: [otrs] Customer limitations: just "New ticket"
by shawn.beasley＠dlh.de 21 Aug '06

21 Aug '06

Hello, It should be possible to do the same thing with the web interface. A customer creates a ticket with the web interface. As soon as action is taken on the ticket in the selected queue, the customer will get an email; if the settings for the queue are setup properly. I also use the email auto responses as well. However one must be careful when combining the two. I combine the email option to open a ticket with the web option to send updates. This prevents the customer from openening a new ticket when only desiring a followup. Best Wishes, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 Cargo Future Communications GmbH Building 1335 D-55483 Hahn-Airport Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.com -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Boniforti Flavio Gesendet: Donnerstag, 10. August 2006 18:03 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Customer limitations: just "New ticket" Nils Breunese (Lemonbit Internet) ha scritto: > I would just let your customers send an e-mail to the OTRS system. See > chapter 7.2 in the manual (http://doc.otrs.org/2.0/en/html/x1244.html) > for more information. I'll be using it as you suggested (email inquiries get into the queue and then an Agent takes care of them). Now, how may I be using automatic replies for my users? I mean something like: "Your inquiry has arrived" and then "your inquiry has been solved"... Thanks, -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ---------------------------------- _______________________________________________ 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

html is being stripped out
by Stephen Gebbie 21 Aug '06

21 Aug '06

I am having trouble finding the code thats responsible for this. i've got otrs sending & receiving html, but if i compose an answer; where it embeds the original mail (ie. under the 'foo bar wrote:' section) it strips all of the html code out before letting me write my answer (oh and it leaves any stylesheeting that was in the html there, just to be really obnoxious). autohtml2text is off & i've been inside the code for ages now, doing a blanket code change is too much, if i could just modify the specific sesction that would be peachy. anyone had any luck with similar tweaks? thanks

1 1

unlocking of ticket
by Alexander Scholler 21 Aug '06

21 Aug '06

Hi, a queue-specific unlock-time can be set. After this time has elapsed on a locked ticket, this ticket will be unlocked with running ~/bin/UnlockTickets. How can this unlock-feature be used? E.g. to prevent that that tickets get dusty if they are forgot by an agent? I think the unlock-time is reset if a agent take action on a ticket (e.g. writes a mail to the customer)? *** What specific other events do reset the unlock-time? I've found in the sourcecode that Kernel::System::Ticket.pm->TicketUnlockTimeoutUpdate can be used to reset the unlock-time, but this function seems not to be used within OTRS. Why? Bye, Alex

1 1

SMTP Change and Debug
by Jim Wright 21 Aug '06

21 Aug '06

Hi Keith, I saw your post on OTRS smtp problems, as I was having the same trouble. I couldn't get Debug to give me anything useful, despite this post and the other one (favicon was mentioned..?) - so I had to dust off my Perl book and see what was happening in the code myself. Appears to me to be a bug, and thought you might have the same issue... Basically our SMTP usernames are our full email addresses, and so they obviously include the '@' symbol, which means that in Kernel\Config.pm there is a line like this $Self->{"SendmailModule::AuthUser"} = "me(a)domain.com"; well Perl treats @ specially, so I had to change it to $Self->{"SendmailModule::AuthUser"} = "me\(a)domain.com"; and all appears well now. It's a bug because the GUI should escape @ itself. HTH Jim *I had OTRS working well, but we moved to an exchange server for our main email system, which had some security features that precluded OTRS sending through it (don't ask, internal process not technical limitation). I have tried to move to a different mail server that we can use, and admin notifications emails work, but new ticket and ticket update alerts are blocked. This is the error log message: [Mon Jul 31 15:25:48 2006][Error][Kernel::System::Email::SMTP::Send][97] Can't send to: [EMAIL PROTECTED] Enable debug for more info! After searching the archive I added this line to make debug true in SMTP.pm # debug $Self->{Debug} = $Param{Debug} || 0; if ($Self->{Debug} > 2) { # shown on STDERR $Self->{SMTPDebug} = 1; } # added by Keith $Self->{SMTPDebug} = 1; and restarted otrs. I don't see anything any different in the error log, it still asks me to enable debugging. Did I err? Is there somewhere else I should look for the SMTP error log - pardon my novice status on this. It's very frustrating in that we can send through the new SMTP server using the admin notification, so those email settings are OK. Any suggestions as to where to look next appreciated. Keith *

1 0

Custom items in CustomerLogin.dtl
by Vladimír Benc 19 Aug '06

19 Aug '06

Hi, I've read the instructions on how to insert aditional items in registration of new user. Successfully added a two phone items. 1] Now I want to insert a "Region" item, but I want to be a: <select> <option>X</option> <option>Y</option> </select> so users must select exactly one option, and that option of course insert to DB. But this doesn't work with the <option value="$QData{"somevar"}">X</option>. I've a look to another dtl's and the comboboxes is made by a $Data{"somevar"} construct, so the complete <select><option> must be saved in the 'somevar' right? But then where to declare my variable? 2] And if this is posible, is there a way to filter incoming emails from POP3 account according to this "custom field" ? e.g. if a user have a region named 'X', then sort this ticket to queue named 'Region X' ? Thanks alot, Vladimir Benc

2 2

RE: Permission denied: access to /otrs/installer.pl denied
by Pat Goodman 18 Aug '06

18 Aug '06

Ok, i found ! My otrs root directory was not readable by my apache user ! Pat _____ De : Pat Goodman [mailto:goodman@free.fr] Envoyé : samedi 19 août 2006 00:32 À : 'otrs(a)otrs.org' Objet : Permission denied: access to /otrs/installer.pl denied Hi, Permission denied: access to /otrs/installer.pl denied Running Apache 2.0 under Redhat 9. I am not so new ti Apache but here i am getting crazy like a nuts. How can i log some error messages ? Any idea ? Pat

1 0

Permission denied: access to /otrs/installer.pl denied
by Pat Goodman 18 Aug '06

18 Aug '06

Hi, Permission denied: access to /otrs/installer.pl denied Running Apache 2.0 under Redhat 9. I am not so new ti Apache but here i am getting crazy like a nuts. How can i log some error messages ? Any idea ? Pat

1 0

How to enable debug for smtp? - follow up
by Keith Turner 18 Aug '06

18 Aug '06

Christian Schoepplein wrote: The debug output is in apache error log. To enable it, just open Kernel/System/Email/SMTP.pm and insert in line 38 the following: $Self->{Debug} = 1000; So it should look like that after the change: ----- [...] # debug $Self->{Debug} = $Param{Debug} || 0; $Self->{Debug} = 1000; $Self->{Debug} = 10; if ($Self->{Debug} > 2) { [...] ----- My results: Same failure, but looking at the Apache error.log, this is the only error generated after making this change: [Fri Aug 18 08:02:25 2006] [error] [client 23.128.25.26] File does not exist: D:/OTRS/otrs/bin/cgi-bin/favicon.ico Weird that an email requires an icon file. A couple of "for my education please" questions - not really on the bug topic. I'm not sure why the $Self->{Debug} = 10; line was added here, doens't it replace the 1000 as the value of the variable? And why is this different than just putting the $Self->{SMTPDebug} = 1; statement outside the if statement as I did. Thanks again for your response. Keith

2 1

otrs and ldap and tls
by Herbert Mueller 18 Aug '06

18 Aug '06

hallo We want to configure a TLS connection to an LDAP server. What is to do? greetings Herbert Mueller ------------------------------ Dr.Herbert Mueller Physikdepartment Z30 85748 Garching Tel 089 289 12391 FAX 089 289 12296

2 1

URL forwarding HOWTO
by BipinDas 18 Aug '06

18 Aug '06

Hi firiends My url is http://ticket.somehost.com/customer.pl. No I would like to give another url to some customers with same otrs The new url should be like this http://support.somehost.com/. When type this address it should already redirect to customer.pl page. Is it possible ?. Anybody done this already? Kindly help -- GREETINGS... ___________________________ Bipin Das Linux Administrator, Spectrum Softtech Solutions, Mahakavi G Road,Cochin-682011. Phone 0484 4082000. www.spectrum.net.in www.spectramedi.com

3 2

newbie question: how to change ticket 'subject', 'from' or 'status'
by Duncan C White 18 Aug '06

18 Aug '06

Hi all, Sorry for the extremely basic newbie questions: having installed OTRS 2.0.4 and got it basically working, how do I (an agent) change: - the subject of a ticket, suppose the user has been massively inaccurate or left it blank. - who the ticket is from, either replacing the originator's email address entirely, or perhaps adding a second person to the "from" or "interested" set? - the ticket state (obviously "close" closes it, etc) but how for instance could I (an agent) reopen a ticket after closing it in error? I have checked through the last 2 months of archives, and of course read the admin manual from cover to cover, before asking these questions... cheers duncan

4 3

How to enable debug for smtp?
by Keith Turner 18 Aug '06

18 Aug '06

We are still experiencing some very annoying behavior after moving to a new SMTP account. Agent Notifications from the Agent site and email ticket replies from the Agent Site go through perfectly. All the automatic notifications fail. The otrs log says: [Fri Aug 4 09:40:13 2006][Error][Kernel::System::Email::SMTP::Send][100] Can't send mail to: xxx(a)xxx.com! Enable debug for more info! I tried adding the code below to enable debug, to no avail, same error message either way. I tried both $Self->{SMTPDebug} = 1; and $Self->{SMTPDebug} = 0;, restarting otrs between each test to the same result. # debug $Self->{Debug} = $Param{Debug} || 0; if ($Self->{Debug} > 2) { # shown on STDERR $Self->{SMTPDebug} = 1; } # added by Keith $Self->{SMTPDebug} = 1; So how do you enable debug? Do debug results even show up in otrs.log? Is it perhaps in a PERL or Apache error log instead. We are running this on a windows server. Any help, pointers, or other information deeply apreciated. Keith Turner

2 1

Allow users to register them selves from the main otrs screen ?
by Maxim Vexler 18 Aug '06

18 Aug '06

Hello list I've installed the system and it's great, thank you devs ! I wish to know how to configure it so that my users (internal LAN) would be able to connect to the system and register them self. I plan to use the system as a "display and request" work load for company employees vs. the tech support guys. How to enable users to register them selves into the system and also assign them to 1 default (unprivileged) group ? Thank you a lot. -- Cheers, Maxim Vexler "Free as in Freedom" - Do u GNU ?

4 6

Email ticket integration question
by jtown＠eml.cc 18 Aug '06

18 Aug '06

Hello, My users are now using the web interface to crate tickets and their login id is their email address. I'd like they also were able to use the email to create them, but I don't know if the system would recognize them and show them the email tickets in theirs customer web interface. Could anybody who is using this feature tell me how this works? And the question for the prize: If so, does anybody know the part of the code that analyzes the user who the tickets belongs to? Thanks in advance

2 3

FW: [otrs] How to 'stop the clock' during a 'HOLD' status?
by s taylor 17 Aug '06

17 Aug '06

Anyone? Possibly, add an extra calendar 'day' e.g. "50" to the calendar and tie it somehow to reflect a 'HOLD'? That way, the ticket is not aging under special circumstances. Thanks in advance. ===================================== >From: "s taylor" <staylor00(a)hotmail.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: otrs(a)otrs.org >Subject: [otrs] How to 'stop the clock' during a 'HOLD' status? >Date: Mon, 24 Jul 2006 23:49:59 -0400 > >Hello. > >I plan to add a 'HOLD' status (state type) but would like the clock to stop >similar to that used for vacation days. > >Does anyone have any suggestions? > >Thanks in advance. > > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support orr consulting for your OTRS system? >=> http://www.otrs.com/

1 0

Generic Agent every 20 minutes
by news gonzo news gonzo 17 Aug '06

17 Aug '06

Hello, I have a problem with my genrerics agents which aren't executing every 10 minutes. Here is an extract of the log: [Thu Aug 10 10:10:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 10:30:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 10:40:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 11:00:07 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 11:10:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 11:20:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 11:40:07 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 11:50:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 12:00:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 12:20:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 12:30:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 12:50:07 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 13:00:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 13:10:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 13:30:07 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 13:40:07 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. As you can see the execution is not regular. Besides, I have change the cron tab for an execution every 10 minutes: */10 * * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/GenericAgent.pl -c db */10 * * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/GenericAgent.pl Thx. Regards. ___________________________________________________________________________ Découvrez un nouveau moyen de poser toutes vos questions quelque soit le sujet ! Yahoo! Questions/Réponses pour partager vos connaissances, vos opinions et vos expériences. http://fr.answers.yahoo.com

2 1

Customer Fields add
by Martin Waichman 17 Aug '06

17 Aug '06

I have implemented the OTRS and finishing the configuration in Fedora Platform, but I need to add more fields to Customer Table, I don´t know if the best idea is to use LDAP, (I don´t have a problem with authentication), only need to add for example Address, Zip Code, and fields like this. I found in the documentation how to add an external backend, but I don´t know if it´s the best idea. Regards Martin Waichman Director Serbiznet

2 1

ITIL
by Cota Antonio 17 Aug '06

17 Aug '06

Hello Someone could give me tips about configuration of OTRS for compliant with Incident, problem and change management? Facts such a Users and groups to be created and so on. Thanks. P.D. Sorry for my poor English.

2 1

Import Customers
by Kent Dias 17 Aug '06

17 Aug '06

Is there a way to import (from a database, comma delimited file, etc) customers into the system?

2 1

Is there a way to specify a queue when sending e-mail?
by Her, Andre 17 Aug '06

17 Aug '06

I have defined several queues on my OTRS 2.0.4 server. For DNS requests, WEB services, new install. Users are normally supposed to handle only the requests they are responsible for, DNS,WEB,install,etc. I accept requests send by e-mail. And I would like if there is a way to automatically direct the requests, coming by e-mail, to the correct queue? Many thanks in advances Andre

3 2

Pending notification doesn't work
by Kuivaniemi, Esa 17 Aug '06

17 Aug '06

Hello! I have worked with the OTRS about one month. I have one very strange problem, OTRS doesn't send a pending nor escalation notification when the ticket has reached it's time limit. However it sends a notification if somebody moves ticket into My Queue. Into the system log appears a note when the ticket move notification is send (Sent agent 'Move' notification to 'ekuivaniemi(a)bigdutchman.de'.) , but there appears no note about pending notification. Sometimes into the system log appears a this kind of note: "Can't find notification for Agent::PendingReminder and es, try it again with en!" , but not every time. I have tried to check all configurations, but I haven't found a solution. Thanks for your help! Esa Kuivaniemi BigDutchman +++ Besuchen Sie uns im Internet! Unter www.bigdutchman.de finden Sie wertvolle Informationen, hilfreiche Tipps und interessante Specials rund um die moderne Tierhaltung. +++ +++ Please visit our website at www.bigdutchman.com . You will find interesting information, helpful tips and specials you shouldn't miss. Bookmark it today! +++

2 1

Deleting mail in the Junk queue
by Graham Leggett 17 Aug '06

17 Aug '06

Hi all, I have a lot of tickets in the Junk queue, which is currently taking up an enormous amount of space in my database. What is the recommended way of purging all data in this queue? Regards, Graham --

2 1

where can find the OTRS inventory manual for Asset Auditing?
by Mamakwa M. Sefiri 16 Aug '06

16 Aug '06

2 1

First LDAP database and now want to add mysql
by OTRS 14 Aug '06

14 Aug '06

Hello, I first had a LDAP connection for my clients and for the agents. everything worked fine but now i want to add also a mysql for some other clients. I did this like it was said in the manual under 9.2.3. Use more than one customer backend with OTRS but when i stop otrs and start it again i get the following error in my Apache2 error log file: [Mon Aug 14 13:59:17 2006] [error] Can't load Perl file: C:/OTRS/otrs/scripts/apache2-perl-startup.pl for server www.somenet.com:80, exiting... the file exists but i dont know where i gets the www.somenet.com server ? What can i do ? thnx

1 0

QuickTime movies embedded in FAQ articles?
by Wes Plate 11 Aug '06

11 Aug '06

I can't make it work, is it possible? Here's my page... http://support.automaticduck.com/otrs/faq.pl?Action=&ID=49 -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 1

RE: [otrs] FW: TicketID
by Mamakwa M. Sefiri 11 Aug '06

11 Aug '06

Thanks, I saw where my problem was. I commented out the priority option on the New Ticket window and the system did not like it, and now I have put it back. thanks _____ From: Seigafuse, Mike [mailto:mseigafuse@fcg.com] Sent: 11 August 2006 02:37 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] FW: TicketID I wouldn't just delete the messages file, you'll need to look at it in order to determine why you are having this problem (cat ,more or tail /var/log/messages). _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mamakwa M. Sefiri Sent: Friday, August 11, 2006 8:34 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] FW: TicketID The new ticket window is find I only get the error when I press the submit option, and I login with the username and password from the Active directory, and how do I clean /var/log/messages? Do I just delete or I need to save the elsewhere first. _____ From: Seigafuse, Mike [mailto:mseigafuse@fcg.com] Sent: 11 August 2006 02:09 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] FW: TicketID And what do you see in OTRS log? I don't know where/how you are logging - perhaps /var/log/messages? You might want to check your /var partition to see if it is full too, I've seen that as a problem in the past... _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mamakwa M. Sefiri Sent: Friday, August 11, 2006 7:56 AM To: User questions and discussions about OTRS.org Subject: FW: [otrs] FW: TicketID I am using OTRS 2.0.4 on SUSE linux 10.0. When I try to log call using the otrs I get an error message the says Need ticketed. Please see window below. _____ From: Seigafuse, Mike [mailto:mseigafuse@fcg.com] Sent: 11 August 2006 01:47 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] FW: TicketID You need to supply more information before people can help. What version, what platform? Have you looked at the logs and if so what messages are there? This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies. This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

1 0

RE: [otrs] FW: TicketID
by Seigafuse, Mike 11 Aug '06

11 Aug '06

I wouldn't just delete the messages file, you'll need to look at it in order to determine why you are having this problem (cat ,more or tail /var/log/messages). _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mamakwa M. Sefiri Sent: Friday, August 11, 2006 8:34 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] FW: TicketID The new ticket window is find I only get the error when I press the submit option, and I login with the username and password from the Active directory, and how do I clean /var/log/messages? Do I just delete or I need to save the elsewhere first. _____ From: Seigafuse, Mike [mailto:mseigafuse@fcg.com] Sent: 11 August 2006 02:09 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] FW: TicketID And what do you see in OTRS log? I don't know where/how you are logging - perhaps /var/log/messages? You might want to check your /var partition to see if it is full too, I've seen that as a problem in the past... _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mamakwa M. Sefiri Sent: Friday, August 11, 2006 7:56 AM To: User questions and discussions about OTRS.org Subject: FW: [otrs] FW: TicketID I am using OTRS 2.0.4 on SUSE linux 10.0. When I try to log call using the otrs I get an error message the says Need ticketed. Please see window below. _____ From: Seigafuse, Mike [mailto:mseigafuse@fcg.com] Sent: 11 August 2006 01:47 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] FW: TicketID You need to supply more information before people can help. What version, what platform? Have you looked at the logs and if so what messages are there? This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies. This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

1 0

RE: [otrs] FW: TicketID
by Mamakwa M. Sefiri 11 Aug '06

11 Aug '06

The new ticket window is find I only get the error when I press the submit option, and I login with the username and password from the Active directory, and how do I clean /var/log/messages? Do I just delete or I need to save the elsewhere first. _____ From: Seigafuse, Mike [mailto:mseigafuse@fcg.com] Sent: 11 August 2006 02:09 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] FW: TicketID And what do you see in OTRS log? I don't know where/how you are logging - perhaps /var/log/messages? You might want to check your /var partition to see if it is full too, I've seen that as a problem in the past... _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mamakwa M. Sefiri Sent: Friday, August 11, 2006 7:56 AM To: User questions and discussions about OTRS.org Subject: FW: [otrs] FW: TicketID I am using OTRS 2.0.4 on SUSE linux 10.0. When I try to log call using the otrs I get an error message the says Need ticketed. Please see window below. _____ From: Seigafuse, Mike [mailto:mseigafuse@fcg.com] Sent: 11 August 2006 01:47 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] FW: TicketID You need to supply more information before people can help. What version, what platform? Have you looked at the logs and if so what messages are there? This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

1 0

RE: [otrs] FW: TicketID
by Seigafuse, Mike 11 Aug '06

11 Aug '06

And what do you see in OTRS log? I don't know where/how you are logging - perhaps /var/log/messages? You might want to check your /var partition to see if it is full too, I've seen that as a problem in the past... _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mamakwa M. Sefiri Sent: Friday, August 11, 2006 7:56 AM To: User questions and discussions about OTRS.org Subject: FW: [otrs] FW: TicketID I am using OTRS 2.0.4 on SUSE linux 10.0. When I try to log call using the otrs I get an error message the says Need ticketed. Please see window below. _____ From: Seigafuse, Mike [mailto:mseigafuse@fcg.com] Sent: 11 August 2006 01:47 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] FW: TicketID You need to supply more information before people can help. What version, what platform? Have you looked at the logs and if so what messages are there? This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

1 0

FW: [otrs] FW: TicketID
by Mamakwa M. Sefiri 11 Aug '06

11 Aug '06

I am using OTRS 2.0.4 on SUSE linux 10.0. When I try to log call using the otrs I get an error message the says Need ticketed. Please see window below. _____ From: Seigafuse, Mike [mailto:mseigafuse@fcg.com] Sent: 11 August 2006 01:47 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] FW: TicketID You need to supply more information before people can help. What version, what platform? Have you looked at the logs and if so what messages are there?

1 0

RE: [otrs] FW: TicketID
by Seigafuse, Mike 11 Aug '06

11 Aug '06

You need to supply more information before people can help. What version, what platform? Have you looked at the logs and if so what messages are there? _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mamakwa M. Sefiri Sent: Friday, August 11, 2006 7:44 AM To: User questions and discussions about OTRS.org Subject: [otrs] FW: TicketID Can someone please help me out on the problem below _____ From: Mamakwa M. Sefiri Sent: 10 August 2006 03:42 PM To: 'User questions and discussions about OTRS.org' Subject: FW: TicketID I am aware that the problem is with ticket generation, can someone please advise me where to fix the problem _____ From: Mamakwa M. Sefiri Sent: 10 August 2006 11:54 AM To: 'User questions and discussions about OTRS.org' Subject: TicketID Good day I am not sure what went wrong, today when I logged a new ticket I got the error below, the system does assign ticket number to new logged tickets. Please advice This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

1 0

FW: TicketID
by Mamakwa M. Sefiri 11 Aug '06

11 Aug '06

Can someone please help me out on the problem below _____ From: Mamakwa M. Sefiri Sent: 10 August 2006 03:42 PM To: 'User questions and discussions about OTRS.org' Subject: FW: TicketID I am aware that the problem is with ticket generation, can someone please advise me where to fix the problem _____ From: Mamakwa M. Sefiri Sent: 10 August 2006 11:54 AM To: 'User questions and discussions about OTRS.org' Subject: TicketID Good day I am not sure what went wrong, today when I logged a new ticket I got the error below, the system does assign ticket number to new logged tickets. Please advice

1 0

RE: [otrs] Customer limitations: just "New ticket"
by Peter van Beugen 10 Aug '06

10 Aug '06

http://doc.otrs.org/2.0/en/html/x943.html -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Boniforti Flavio Verzonden: donderdag 10 augustus 2006 18:03 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Customer limitations: just "New ticket" Nils Breunese (Lemonbit Internet) ha scritto: > I would just let your customers send an e-mail to the OTRS system. See > chapter 7.2 in the manual (http://doc.otrs.org/2.0/en/html/x1244.html) > for more information. I'll be using it as you suggested (email inquiries get into the queue and then an Agent takes care of them). Now, how may I be using automatic replies for my users? I mean something like: "Your inquiry has arrived" and then "your inquiry has been solved"... Thanks, -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ---------------------------------- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

1 0

RE: [otrs] Customer limitations: just "New ticket"
by Peter van Beugen 10 Aug '06

10 Aug '06

Download the manual and read it!! Or online: http://doc.otrs.org/2.0/en/html/x1244.html#email-receiving-pop3 -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Boniforti Flavio Verzonden: donderdag 10 augustus 2006 18:03 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Customer limitations: just "New ticket" Nils Breunese (Lemonbit Internet) ha scritto: > I would just let your customers send an e-mail to the OTRS system. See > chapter 7.2 in the manual (http://doc.otrs.org/2.0/en/html/x1244.html) > for more information. I'll be using it as you suggested (email inquiries get into the queue and then an Agent takes care of them). Now, how may I be using automatic replies for my users? I mean something like: "Your inquiry has arrived" and then "your inquiry has been solved"... Thanks, -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ---------------------------------- _______________________________________________ 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] Time lapse SMTP polling?
by Peter van Beugen 10 Aug '06

10 Aug '06

RTFM http://doc.otrs.org/2.0/en/html/ http://doc.otrs.org/2.0/en/html/x357.html#cronjobs -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Boniforti Flavio Verzonden: donderdag 10 augustus 2006 18:28 Aan: otrs(a)otrs.org Onderwerp: [otrs] Time lapse SMTP polling? Hello all. How frequently is the POP3 mail account read by OTRS? Where may I change that value? Regards, -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ---------------------------------- _______________________________________________ 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

Time lapse SMTP polling?
by Boniforti Flavio 10 Aug '06

10 Aug '06

Hello all. How frequently is the POP3 mail account read by OTRS? Where may I change that value? Regards, -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

1 0

Customer limitations: just "New ticket"
by Boniforti Flavio 10 Aug '06

10 Aug '06

Hello list! As I'm figuring out how to implement OTRS into my existing IT Environment, I was thinking that my users would be getting quite confused if they should be able to have "many" buttons in their console. Now, I'm asking: is it possible to leave the customers' just the ability to create NEW TICKETS? No Prefs, no open ticket views, or similar... Thanks -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

4 4

FW: TicketID
by Mamakwa M. Sefiri 10 Aug '06

10 Aug '06

I am aware that the problem is with ticket generation, can someone please advise me where to fix the problem _____ From: Mamakwa M. Sefiri Sent: 10 August 2006 11:54 AM To: 'User questions and discussions about OTRS.org' Subject: TicketID Good day I am not sure what went wrong, today when I logged a new ticket I got the error below, the system does assign ticket number to new logged tickets. Please advice

1 0

TicketID
by Mamakwa M. Sefiri 10 Aug '06

10 Aug '06

Good day I am not sure what went wrong, today when I logged a new ticket I got the error below, the system does assign ticket number to new logged tickets. Please advice

1 0

Problem with AgentCompose module
by Jim Edlin 10 Aug '06

10 Aug '06

We are having a problem using OTRS version 1.3.2 (with Red Hat Enterprise 4 / MySQL 4.1 / Apache 2). All elements of the system are functional except the following: When we try to respond to a ticket using an answer link on the Zoom Ticket page under the "Compose Answer (email)" heading, we get the following Software Error message: --------------------------------------------------------- Bad arg length for Socket::pack_sockaddr_in, length is 0, should be 4 at /usr/lib/perl5/5.8.0/i386-linux-thread- multi/Socket.pm line 373. --------------------------------------------------------- A typical URL for a page that gets this error is: [ourdomain]/index.pl?Action=AgentCompose&ResponseID=1&TicketID=234&Artic leID=567 OTRS can send emails from other functions, create tickets, etc. with no problem, but this page won't even display the response-creation form. We are unaware of any changes to the system or environment that may have caused this problem (though we did change our firewall setup not too long before this error started happening). We haven't been able to find any information about this error on the Web or diagnose it by poring over the code and config files. Can anybody help with this? Jim Edlin Business Applications Architect Tides Network [t] 415.561.6304 [f] 415.561.6401 [e] jim(a)tides.org [w] www.tides.org

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Error Message when sending an Email.
by Nicolas Karlinski 09 Aug '06

09 Aug '06

All, I got the following error message when one of my user tried to send an Email with attachment. None of the 5 attachments looked too big... Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (810, ?, current_timestamp, 1, current_timestamp, 1)' Anu Idea of what could have caused this error? Thank 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 <http://www.arkadin.com/>

2 1

Issue upgrading from 1.3.3 to 2.0.4
by Alec Smith 09 Aug '06

09 Aug '06

Hello, I've been spending some time testing an upgrade from OTRS 1.3.3 to 2.0.4. On a spare server, I fed a copy of our active database to MySQL. I then installed the OTRS 2.0.4 software and ran DBUpdate-to-2.0.mysql.sql to update the database layout to the 2.0 format. After logging in, I see the usual indication that there are 6 new messages on a line just above the line which says "Queue: My Queues". In 1.3.x I can click on this link, and get a list of the 6 new messages awaiting a response. In OTRS 2.0.4, when I click to read these 6 new messages, the list does not appear. Instead, I have to click on All Messages and then assume the 6 new messages are the most recent. Any ideas on how to resolve this issue? I'd very much appreciate suggestions on a fix, or instructions on what additional info is needed to identify the issue.

2 4

OTRS WebMail addon
by angie＠stv.su 09 Aug '06

09 Aug '06

Greetings. Is there any possibility to add more nested folders in subj, including `sent', `trash', etc, through web interface, or I need to do that manually? Also, how to add items to its Address book (I see only search functionality there)? Haven't found anything about this in manual. Links/advices are welcome. Thanks.

1 0

AW: [otrs] Can't use an undefined value as a HASH reference at../..//Kernel/System/Ticket/Article.pm line 1117
by Schulze, Michael 09 Aug '06

09 Aug '06

Try to do database update - then it works. best regards, Mick ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Telley, Stefan Gesendet: Dienstag, 8. August 2006 13:05 An: otrs(a)otrs.org Betreff: [otrs] Can't use an undefined value as a HASH reference at../..//Kernel/System/Ticket/Article.pm line 1117 Hi all, I have the following problem with OTRS 2.0.4: If i login with customer login at customer.pl and I try to open a new ticket, then I get the following errormessage: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1117. In OTRS I found the following errormessages: Wed Jul 12 16:13:05 2006 error OTRS-CGI-10 Need ID or Name! Wed Jul 12 16:13:05 2006 error OTRS-CGI-10 Need Type od ID! In /var/log/messages i get a message, that a new ticket has been created. After this error neither the customer nor the agent can open any ticket from that customer. If I try to open a ticket from that customer i get the same error as above. I already did some test: - Installation on another OTRS Server - Restore of data on a new database I think i have corrupt data in my database, but where? Thank you Cheers Stefu ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange. For more information, connect to http://www.f-secure.com/

2 2

New Ticket Notification issues
by David Sugar 08 Aug '06

08 Aug '06

My setup is as follows: Groups: Technology Group Maintanence Group Roles: Helpdesk Admins Rights are: RW ADMIN RW FAQ RW STATS RW Technology Group RW Users IT STAFF Rights are: RW Technology Group Maintenance Admins Rights are: RW Maintenance Group Maintenance Staff Rights are: RW Maintenance Group Then I have two queues: Technology Requests owned by Technology Group and Maintenance Requests owned by Maintenance Group Anyway everyone in the technology groups seem to receive e-mails but no one in the Maintenance Group receives e-mails. Please help!!!! David Sugar Administrative Technology Coordinator The Boys' Latin School of Maryland 822 West Lake Avenue Baltimore, MD 21211 410-377-5192 x.

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RE: [otrs] OTRS Upgradation
by Peter van Beugen 08 Aug '06

08 Aug '06

See: http://cvs.otrs.org/viewcvs.cgi/otrs/UPGRADING you can copy all your data tot your new server mysql files on a linux server are usually in /var/lib/mysql/otrs (so OTRS is the database here!) I installed 2.04, renamed the OTRS directory to OTRS2 (or something...) and than just copied the OTRS directory (= the MySQL database) to the new server (in /var/lib/mysql of course). (better is dumping en importing your data, but it works and is very fast this way...) Than I ran the upgrade script : For MySQL: cat $OTRS_HOME/scripts/DBUpdate-to-2.0.mysql.sql | mysql -p -f -u root otrs maybe you must chown and chgrp the mysql files to owner/group mysql It worked for me... Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Ravi AHUJA Verzonden: maandag 7 augustus 2006 14:09 Aan: otrs(a)otrs.org Onderwerp: [otrs] OTRS Upgradation Hi, We are planing to upgrade to v 2.0.4.from 1.3 I have installed 2.0.4 on a new server. I want to know, do i need to again create all users & queues, or there is some procedure to update from my old 1.3 otrs server. Thnaks Ravi Ahuja _______________________________________________ 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

Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1117
by Telley, Stefan 08 Aug '06

08 Aug '06

Hi all, I have the following problem with OTRS 2.0.4: If i login with customer login at customer.pl and I try to open a new ticket, then I get the following errormessage: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1117. In OTRS I found the following errormessages: Wed Jul 12 16:13:05 2006 error OTRS-CGI-10 Need ID or Name! Wed Jul 12 16:13:05 2006 error OTRS-CGI-10 Need Type od ID! In /var/log/messages i get a message, that a new ticket has been created. After this error neither the customer nor the agent can open any ticket from that customer. If I try to open a ticket from that customer i get the same error as above. I already did some test: - Installation on another OTRS Server - Restore of data on a new database I think i have corrupt data in my database, but where? Thank you Cheers Stefu ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange. For more information, connect to http://www.f-secure.com/

1 0

smime problems
by javier 08 Aug '06

08 Aug '06

I can´t sign with smime as agent because the otrs system log says Can't sign: unable to write 'random state' How can I sign ?? Help please. thanks

1 0

OTRS Upgradation
by Ravi AHUJA 07 Aug '06

07 Aug '06

Hi, We are planing to upgrade to v 2.0.4.from 1.3 I have installed 2.0.4 on a new server. I want to know, do i need to again create all users & queues, or there is some procedure to update from my old 1.3 otrs server. Thnaks Ravi Ahuja

2 1

AgentTicketClose.pm
by tobias＠topyla.de 06 Aug '06

06 Aug '06

Hello, i would like to add the Attachment Upload-Panel to the "AgentTicketClose.pm". I have already edit the "AgentTicketClose.dtl" - but, what i have to edit in the "AgentTicketClose.pm" to realize this? I think, that i have to copy some code-lines from the "AgentTicketNote.pm" like "use Kernel::System::Web::UploadCache;". Thank you in forward. Tobias Topyla

1 0

Sorting by a new field problem
by jtown＠eml.cc 05 Aug '06

05 Aug '06

Hello, I've customized the search functions to get the results to include a new customer field. There's no problem when I perform a search, but when I try to sort it (using the 'U' and 'D' links) the results are lost and I get an empty window. I don´t know if I've explained it well, I get these search results: Ticket ID (u/d) ... NewField(u/d) =================================== 1001 Test1 1002 Test2 If click u or d of 'NewField', I lose the results: Ticket ID (u/d) ... NewField(u/d) =================================== ----------Empty------------------- Any idea how I can solve this? Thanks in advance, J

1 0

New field in the ticket view
by jtown＠eml.cc 05 Aug '06

05 Aug '06

Hi! I've added a mandatory field to the customer registration using the manual (http://doc.otrs.org/2.0/en/html/x1554.html) but now, I'd need that field to appear in the customer info in the ticket queue and in the ticket zoom view. I'm trying to understand how this works, but I'd thank any help about how I can get this to work. The problem is that I don't have all the time I'd need to have a look at it, so I really need any idea you may be so kindly to give me. Regards, J

1 1

Notification problems continuing
by Keith Turner 04 Aug '06

04 Aug '06

We are still experiencing some very annoying behavior after moving to a new SMTP account. Agent Notifications from the Agent site and email ticket replies from the Agent Site go through perfectly. All the automatic notifications fail. The otrs log says: [Fri Aug 4 09:40:13 2006][Error][Kernel::System::Email::SMTP::Send][100] Can't send mail to: xxx(a)xxx.com! Enable debug for more info! I tried adding the code below to enable debug, to no avail, same error message either way. I tried both $Self->{SMTPDebug} = 1; and $Self->{SMTPDebug} = 0;, restarting otrs between each test to the same result. # debug $Self->{Debug} = $Param{Debug} || 0; if ($Self->{Debug} > 2) { # shown on STDERR $Self->{SMTPDebug} = 1; } # added by Keith $Self->{SMTPDebug} = 1; So how do you enable debug? Do debug results even show up in otrs.log? Is it perhaps in a PERL or Apache error log instead. We are running this on the windows server. Any help, pointers, or other information deeply apreciated. Keith Turner

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RE: [otrs] problems with utf-8
by Lief_Codianni＠ocs.com 04 Aug '06

04 Aug '06

Hi I have seem this same thing happen. but in my case charset=iso-8859-15. This happens in my case when the ticket gets created with a question mark in the subject or body. I have not figured out the problem yet, but would be interested in knowing the 'cure' for this problem. thanks, Lief -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Daniel Vesely Sent: Friday, August 04, 2006 3:41 AM To: otrs(a)otrs.org Subject: [otrs] problems with utf-8 Hi all, otrs (2.0.4.-01), default charset utf-8, every mail with the charset=ISO-8859-2 in the header make this error: > ./PostMasterPOP3.pl > Message 1/21 (otrs(a)mx.mall.cz) > Wide character in subroutine entry at > /opt/otrs/Kernel/System/Ticket/ArticleStorageDB.pm line 249. or this error: OTRS-PM3-10[13071]: [Error][Kernel::System::Ticket::Article::ArticleCreate][Line:138]: ERROR: invalid byte sequence for encoding "UTF8": 0xed7374 , SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (4912, 1, 3, '"Petr Burcal - Internet Mall" <somename(a)mall.cz>', '', '"''IT oddeleni''" <somename(a)mall.cz>', 'FW: Pocitac', '<038601c6b70e$942314b0$0219a8c0@PetrBurcal>', ?, 'text/plain\; charset="iso-8859-2"', ?, 1, 1154673511, current_timestamp, 1, current_timestamp, 1)' this is not related to msg with attachment any idea? Daniel Vesely _______________________________________________ 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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Feeds mails to OTRS via HTTP(S)
by Richard Hinkamp - BeSite 04 Aug '06

04 Aug '06

Hello, In my test environment I have OTRS installed which I feed through a procmail filter which pipes the email to PostMaster.pl (used the .procmailrc.dist from OTRS package for that). In my production environment I have separate servers for email and for OTRS. So I can filter incoming mails with procmail, but I don't have access to the PostMaster.pl script because it's on another server, so I can't pipe to that directly. I don't like the idea of PostMastDaemon.pl, I don't want to run daemons for every OTRS installation. Because the server already runs a webserver for OTRS, I would like to feed the mail to OTRS via HTTP(S). Has anybody tried this before? Can it be done? Regards, Richard

2 5

problems with utf-8
by Daniel Vesely 04 Aug '06

04 Aug '06

Hi all, otrs (2.0.4.-01), default charset utf-8, every mail with the charset=ISO-8859-2 in the header make this error: > ./PostMasterPOP3.pl > Message 1/21 (otrs(a)mx.mall.cz) > Wide character in subroutine entry at > /opt/otrs/Kernel/System/Ticket/ArticleStorageDB.pm line 249. or this error: OTRS-PM3-10[13071]: [Error][Kernel::System::Ticket::Article::ArticleCreate][Line:138]: ERROR: invalid byte sequence for encoding "UTF8": 0xed7374 , SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (4912, 1, 3, '"Petr Burcal - Internet Mall" <somename(a)mall.cz>', '', '"''IT oddeleni''" <somename(a)mall.cz>', 'FW: Pocitac', '<038601c6b70e$942314b0$0219a8c0@PetrBurcal>', ?, 'text/plain\; charset="iso-8859-2"', ?, 1, 1154673511, current_timestamp, 1, current_timestamp, 1)' this is not related to msg with attachment any idea? Daniel Vesely

1 0

new agents
by Alexander Scholler 04 Aug '06

04 Aug '06

Hi, we use OTRS 2.0.4 with agent-LDAP-authentication. Today, when a new agents wants to login, he has to do this twice * 1st login - OTRS-account is created within DB-table system_user (OTRS replies after correct LDAP-authentication: "panic, no user data" * 2nd login is successfull * now a agent with admin-permissions must add the new agent to users-group. This procedure is fine for single new agents. But now I want to add 35 new agents by batch-job (because the use of OTRS will be widely expanded ;-)) How can this be achieved? I think by: * adding the agents to system_users (pw, salutation, first_name, last_name need not to be set because they are overwritten by LDAP) * adding these user_ids to all group_ids (within group_user) they shall belong to. Partial permissions they don't own must be added with permission_value = 0. * Personal queues can be set within personal_queues. * Must I set their preferences within user_preferences? Can it be done partial or must all preferences be set? It would be great if someone made experiences to be shared on these topics. Bye, Alex

1 0

list of customers wrong with LDAP
by La Scala, Giovanni 03 Aug '06

03 Aug '06

Hi, when I go (in Admin interface) on page [ Customer Users <-> Groups Management ], in the list of customers are showed 200 users but instead there are more than 200. I'm using LDAP. There is a parameter which sets the limit of LDAP result? Thanks in advance Giovanni La Scala Advanced Global Solution AGS S.p.A. Area Software Factory Via Inama, 17 - 20133 Milano Baluardo Partigiani, 2 - 28100 Novara Tel.: 02.89.69.86.00; Fax: 02.89.69.86.10 E-mail: giovanni.lascala(a)ags-it.com Http://www.ags-it.com <http://www.ags-it.com/>

2 1

Customer on LDAP gets error
by Boniforti Flavio 03 Aug '06

03 Aug '06

Here the error I get when logging in with a customer with LDAP backend: Errore: Need CustomerID!!! but in the log file I get: [Thu Aug 3 18:45:49 2006][Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: due authentification ok (REMOTE_ADDR: 10.167.211.11). What is wrong? What is missing? Thanks, -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

1 1

AutoReply message - Roman Vermizov is out of the office.
by Roman Vermizov 03 Aug '06

03 Aug '06

I will be out of the office starting 03.08.2006 and will not return until 14.08.2006. I will respond to your message as soon as possible when I return. Please, contact me only in emergency cases. On all questions, please, immediatelly contact my colleagues Dorovska Olga and Tsymbal Nikolay.

1 0

default queue
by Alan Silver 03 Aug '06

03 Aug '06

Hello all: I am currently setting up otrs version 2.0.4 on rhel 4. Initially all mail was going into the Raw queue. All of the sudden (god knows what I did), it is getting sent to the Postmaster queue instead. I also tried to set up a filter in the "PostMaster Filter Management" admin page so that spam would go into the junk queue. But all that mail as well is being dumped into the Postmaster queue. Here is a snippet from my /var/log/messages [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2006080210000014/test 8/2 1] created (TicketID=13,Queue=Postmaster,Priority=3 normal,State=new) Anyone have any ideas why it is delivering to Postmaster queue rather than Raw? Thanks in advance al

2 4

Different outgoing addresses
by angie＠stv.su 03 Aug '06

03 Aug '06

Greetings. Is it possible to have different outgoing e-mail addresses for each queue? Or is there any other way to serve a number of different shared mailboxes through OTRS? Thanks in advance.

2 2

Login Language Problem
by Carlos A. Cardona Gomez 02 Aug '06

02 Aug '06

Hello I am using ORTS in spanish, but i still get the red-color-english-sentence "Sent new password to: whatever(a)whatever.com" when i request for a new password in the login page. I tried to translate this sentence in the /otrs/Kernel/Language/es.pl file but i didn't find such sentence. I also tried to find it in Kernel/Config/Defaults.pm to copy into Kernel/Config.pm but I only found the subject and the body of the email OTRS sends with the new password, not the message that appears over the username fieldtext in the login page. ¿Can anyone tell me how can i translate it? Thanks Carlos Andrés Cardona Analista de Informática Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana Circular 1 No 70-01 Bloque 9 Medellín COLOMBIA Tel: +57 4 415 9006 Fax: +57 4 230 6164 carlos.cardona(a)upb.edu.co -------------------------- www.upb.edu.co <http://www.upb.edu.co/> ------------------------------ UPB 70 años de Transformación Social y Humana

2 1

Re: otrs Digest, Vol 37, Issue 3 (Andrew Harris - Vacation)
by Andrew Harris 02 Aug '06

02 Aug '06

Hello, I am on vacation starting August 3rd, 2006 and will be returning August 9th, 2006. If you need immediate assistance, please contact Wilfrid Laurier Unversity ITS Help Desk at help(a)wlu.ca or by phone - 519.884.0710 x4357 (HELP). Sincerely, Andrew Harris -- Andrew Harris Information Technology Services Wilfrid Laurier University 519.884.0710 x2970

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RE: [otrs] default queue
by Tony Nguyen 02 Aug '06

02 Aug '06

Hi Alan, You should check on the "PostMaster POP3 Account" section. Each pop3 account is defined to a specific Queue. Hopes that help, Tony Nguyen -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alan Silver Sent: Wednesday, August 02, 2006 3:21 PM To: otrs(a)otrs.org Subject: [otrs] default queue Hello all: I am currently setting up otrs version 2.0.4 on rhel 4. Initially all mail was going into the Raw queue. All of the sudden (god knows what I did), it is getting sent to the Postmaster queue instead. I also tried to set up a filter in the "PostMaster Filter Management" admin page so that spam would go into the junk queue. But all that mail as well is being dumped into the Postmaster queue. Here is a snippet from my /var/log/messages [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2006080210000014/test 8/2 1] created (TicketID=13,Queue=Postmaster,Priority=3 normal,State=new) Anyone have any ideas why it is delivering to Postmaster queue rather than Raw? Thanks in advance al _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.394 / Virus Database: 268.10.5/405 - Release Date: 8/1/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.394 / Virus Database: 268.10.5/405 - Release Date: 8/1/2006

1 0

Queuesortby.. ?
by Papy - Aideonline.com 02 Aug '06

02 Aug '06

Hi, I don't understand how to sort message in queue by time of creation, and not by Age. Ticket::Frontend::QueueSortBy::Default: don't permit this : if I change by "Creatime", files are blanck. Does anyone know how to do this ? :-) Thanks, Matthieu

1 0

OTRS CHANGE CODE PAGE
by Daniel Vesely 02 Aug '06

02 Aug '06

Hi all, i moved otrs from madrake box (entire system in 8859-2 code page) in to Centos with utf-8 - an now i got problem that messages are coded in utf-8 - if i manualy switch the code page in browser i see them correct - but otrs is in 8859-2 code page (means that i sending back some type of chinese) - i edited defaults.pm and change default charset to the utf-8 - in the httpd.conf is AddDeafultCharset Off - i could not find where is stored thad the system is in 8859-2...

1 0

SMTP Change and Debug
by Keith Turner 01 Aug '06

01 Aug '06

I had OTRS working well, but we moved to an exchange server for our main email system, which had some security features that precluded OTRS sending through it (don't ask, internal process not technical limitation). I have tried to move to a different mail server that we can use, and admin notifications emails work, but new ticket and ticket update alerts are blocked. This is the error log message: [Mon Jul 31 15:25:48 2006][Error][Kernel::System::Email::SMTP::Send][97] Can't send to: xxxx(a)xxx.com! Enable debug for more info! After searching the archive I added this line to make debug true in SMTP.pm # debug $Self->{Debug} = $Param{Debug} || 0; if ($Self->{Debug} > 2) { # shown on STDERR $Self->{SMTPDebug} = 1; } # added by Keith $Self->{SMTPDebug} = 1; and restarted otrs. I don't see anything any different in the error log, it still asks me to enable debugging. Did I err? Is there somewhere else I should look for the SMTP error log - pardon my novice status on this. It's very frustrating in that we can send through the new SMTP server using the admin notification, so those email settings are OK. Any suggestions as to where to look next appreciated. Keith

1 0

The notification new ticket isn´t work Wen customer open the Tickets by custumer.pl
by Fernando Sanchez 01 Aug '06

01 Aug '06

How can i resolve this problem? There is a configuration for resolve this issue? Tanks

1 0

Search on FAQ
by Mamakwa M. Sefiri 01 Aug '06

01 Aug '06

I have added FAQ as an Agent, 20 of them and now all Customers can't search on FAQ. Can someone please help me.

1 0

Reply or reply all
by Hofmann, Sebastian 01 Aug '06

01 Aug '06

Hello, I have the follwoing problem: I got an email with more people on the TO line. If I make reply, only the from person is on the TO line the others are lost. Has anybody a idea how I can put them on CC? With kind reagards Sebastian Hofmann -- Sebastian Hofmann Software Development DVS Digital Video Systems GmbH ------------------------------------ Krepenstr. 8 30165 Hannover Germany tel: +49 511 67 80 70 fax: +49 511 63 00 70 e-mail: hofmann(a)dvs.de www.dvs.de ------------------------------------

2 1

Field(s) that hold ticket "Age" variable
by Richard Mollel 31 Jul '06

31 Jul '06

Hi, I am trying to figure out the variables used for ticket "age". Intention is to customize a query to show the average open time for closed tickets., ie. how long on average are tickets usually open before they are closed, either successfully or unsuccessfully. I have looked it up in SysConfig modules like Core::Ticket and Core, Core::Time to no avail Basically, i believe if i can see how the Age data for a ticket is arrived at, then i should be able to deduce what i am looking for..... Please point out either SysConfig or direct mysql access.... _Thanks Richard __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0