- otrs - OTRS mailing lists

Miguel A San Martin/latam/TerraLycos is out of the office.
by Miguel.SanMartin＠us.corp.terra.com 31 Jul '06

31 Jul '06

I will be out of the office starting 07/28/2006 and will not return until 08/14/2006. I will be out of the of starting 7/28/06 thru 08/14/06. In case of an any problem please contact Thomas Santana or Cristian Riquelme . Thank You

1 0

Need TicketID in PostmasterPOP3.pl
by Slave of The Damned 30 Jul '06

30 Jul '06

Hello, I have a problem with PostmasterPOP3.pl : anna:/opt/otrs# ./bin/PostMasterPOP3.pl Message 1/1 (support@exmuros.net@mail.exmuros.net) ERROR: OTRS-PM3-10 Perl: 5.8.4 OS: linux Time: Sun Jul 30 02:07:32 2006 Message: No StateID for 'new'!!! Traceback (24987): Module: Kernel::System::Ticket::TicketCreate (v1.194) Line: 342 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: ./bin/PostMasterPOP3.pl (v1.17) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.4 OS: linux Time: Sun Jul 30 02:07:32 2006 Message: Need TicketID! Traceback (24987): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.94) Line: 84 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 208 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: ./bin/PostMasterPOP3.pl (v1.17) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.4 OS: linux Time: Sun Jul 30 02:07:32 2006 Message: Need TicketID! Traceback (24987): Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2687 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 231 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: ./bin/PostMasterPOP3.pl (v1.17) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.4 OS: linux Time: Sun Jul 30 02:07:32 2006 Message: Can't process email with MessageID << 7bafaa2b0607291707p6ceb24f1n49b77cec7e6804da(a)mail.gmail.com>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Traceback (24987): Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 236 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: ./bin/PostMasterPOP3.pl (v1.17) Line: 126 Connection to mail.exmuros.net closed. anna:/opt/otrs# I have the same problem on all e-mails. I'm running with otrs 2.0.4 Thanks :)

1 0

Multiple OTRS HowTo - Document Ready
by jtown＠eml.cc 28 Jul '06

28 Jul '06

Hello, I'd be very interested. Could you send it to jtown AT eml DOT cc please? Thanks! > > Hi All, > > Please let me knw if anybody of you want to knw of how to install multiple OTRS on to a single machine... I dont knw any place of where to publish it... I can mail it for you guyz... > > Thanks and Regards > KartheeK > > > --------------------------------- > Yahoo! India Answers: Share what you know. Learn something new Click here > Catch all the FIFA World Cup 2006 action on Yahoo! India Click here >

4 3

Error when forwarding certain tickets
by Danie 28 Jul '06

28 Jul '06

Hi , When agents try and forward certain tickets in certain queues they get the following error message (see below). There is then a whole traceback etc. On other queues this function works fine , has anyone come across this problem?: Error: Need From!

1 0

logging on otrs.log instead of messages
by Boniforti Flavio 28 Jul '06

28 Jul '06

Hello list! My configuration for the LogModule is here: $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = '/var/log/otrs.log'; I guess this should be OK, but I don't see anything logged to the /var/log/otrs.log file. Instead, if I leave $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; I get it logging on /var/log/messages. otrs.log file permissions are as follows: -rw-r--r-- 1 root root 0 2006-07-19 13:24 otrs.log I want it to be logging *only* in /var/log/otrs.log, what am I missing? Thanks, -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

2 2

Error while accessing "Customer User - Groups"
by Boniforti Flavio 28 Jul '06

28 Jul '06

Hello list! I get following error: CustomerGroupSupport needs to be activ in Kernel/Config.pm, read more about this feature in the documentation. Take care! How can I solve this? -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

3 2

OTRS and LDAPS
by Stefansen Espen 28 Jul '06

28 Jul '06

Hi I wondered if it is possible to use OTRS with LDAPS (LDAP over an SSL connection) authentication? Regards Espen Stefansen

1 0

Users and Customers mapped or not mapped
by Boniforti Flavio 28 Jul '06

28 Jul '06

Hello all. I've noticed that my LDAP-based users don't get mapped if they just are "Customers" (that is: I don't see my Customers listed while in Admin mode). They only get mapped (and therefore become viewable) if they log in as Agents. Is there any way to map them also as Customers when they log in? -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

1 0

Multiple OTRS on Apache Virtual Host
by jtown＠eml.cc 28 Jul '06

28 Jul '06

Hello, I'm going to have to setup OTRS in a short time, and I think that being able to setup multiple OTRS using Apache Virtual Hosts could help me to get it in time, but is that possible? Has anybody done it? I've been reading the whole mailing list archieve and I have not found anything like that. The system ID should have to be different, but mod_perl could give problems? Could anybody who has already done this give me any clue? Thanks in advance J

3 6

orts firefox search plugins
by Hofmann, Sebastian 28 Jul '06

28 Jul '06

Hello, I use the firefox search plugins and it is a good helper. But if I use the whole text search I got to much targets. Is it possible for search fore example "WORD1" and "WORD2" so that I got more detailed targets? I think that it is only possible to search with one search word. With kind regards 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 ------------------------------------

1 0

Going further: Customer interface "LOGO" and so on...
by Boniforti Flavio 28 Jul '06

28 Jul '06

Hello list. As I'm now ok with LDAP integration (I guess there could be only some "soft-tuning" on it), I noticed that when a Customer logs into it's interface pane, I get some "generic text" which I'd like to customize. LOGO COMPANY NAME FOOTER FOOTER2 Where do these parameters have to be set? -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

3 3

Multiple OTRS HowTo - Document Ready
by KartheeK 28 Jul '06

28 Jul '06

Hi All, Please let me knw if anybody of you want to knw of how to install multiple OTRS on to a single machine... I dont knw any place of where to publish it... I can mail it for you guyz... Thanks and Regards KartheeK --------------------------------- Yahoo! India Answers: Share what you know. Learn something new Click here Catch all the FIFA World Cup 2006 action on Yahoo! India Click here

4 5

RE: 1. Re: Multiple OTRS HowTo - Document Ready (Graham Leggett)
by Carlos A. Cardona Gomez 27 Jul '06

27 Jul '06

Hello, I'd like to have it, too... 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 ------------------------------ UPB 70 años de Transformación Social y Humana -----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de otrs-request(a)otrs.org Enviado el: Jueves, 27 de Julio de 2006 05:00 a.m. Para: otrs(a)otrs.org Asunto: otrs Digest, Vol 36, Issue 41 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Multiple OTRS HowTo - Document Ready (Graham Leggett) 2. RE: How to delete or close more than 500 messages! (Her, Andre) 3. Otrs 2.0.4 reply and or reply all (Hofmann, Sebastian) 4. Default Text in Ticket Submission Window (Prafulla Kumar H.S.) ---------------------------------------------------------------------- Message: 1 Date: Thu, 27 Jul 2006 10:40:57 +0200 From: Graham Leggett <minfrin(a)sharp.fm> Subject: Re: [otrs] Multiple OTRS HowTo - Document Ready To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <44C87C19.4060905(a)sharp.fm> Content-Type: text/plain; charset="iso-8859-1" jtown(a)eml.cc wrote: >> Please let me knw if anybody of you want to knw of how to install multiple OTRS on to a single machine... I dont knw any place of where to publish it... I can mail it for you guyz... Can you send it through to me too please :) I can publish it online as well, if you like. Regards, Graham --

1 0

Webserver root??
by odracir_seravat＠simplesnet.pt 27 Jul '06

27 Jul '06

Hello. I'm trying to putt some knew pages in HTML in OTRS, like some links to it...where should i allocate the new pages?Which folder? Tanks a lot Ricardo Tavares (Computer Engenieer) ------------------------------------------------------------------------ Simplesnet GTI, a net até 6 vezes mais rápida, ao mesmo preço de sempre! http://www.simplesnet.pt

2 1

Default Text in Ticket Submission Window
by Prafulla Kumar H.S. 27 Jul '06

27 Jul '06

Hi, I want to put some text which will appear in the window when a customer wants to submit a ticket. Is it possible? Regards, Prafulla Kumar

2 1

Where do we modify the OTRS_CONFIG_FQN ?
by Her, Andre 27 Jul '06

27 Jul '06

Hello, I keep receiving my e-mails with references to http://yourhost.example.com/otrs/index.pl Your OTRS Notification Master Of untrue, I can't figure out how to modify this. Many thanks ins advances. Andre

2 2

Problem duplicated Notification for any action
by Prafulla Kumar H.S. 27 Jul '06

27 Jul '06

Hi, I presume that you are getting these duplicate mails as agent of the system. To overcome this problem, login to system. Go to preferences area. On the right side panel, there is one menu area by name [My Queues]. Find out whether more than one queue is selected by you. You can select un-wanted queues and you may not get notification from that queue. In this case, what would have happened is that your e-mail id is entered in two places and then the system would have been configured to send the notification for the ids. I request you to try out the above mentioned things and if the same is not working, request send more info about your queue configuration. Message: 5 Date: Wed, 26 Jul 2006 10:41:21 -0300 From: Gustavo Nu?ez <gustavo(a)mgsystem.com> Subject: [otrs] Problem duplicated Notification for any action To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <44C77101.4000502(a)mgsystem.com> Content-Type: text/plain; charset=us-ascii; format=flowed Please, help my with this problem. I sent this problem, before, but not have a responses. I clearing the problem: For any action, otrs send two Notification identical (duplicated) to users or client. For example i create a tk from my queue and i recive this mails subject: Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) I view logs from mail server and Real otrs sent two mails. I find the problem, but not view. Thanks. Gustavo ------------------------------ Regards, Prafulla Kumar

2 1

Customer Users <-> Groups Management
by Mamakwa M. Sefiri 27 Jul '06

27 Jul '06

Good day I need to update the Customer Users <-> Groups Management ffrom the Active Directory. Please help Thanks Mamakwa

1 0

LDAP: only "users" and no others, how to filter?
by Boniforti Flavio 27 Jul '06

27 Jul '06

Hello list. I'd like to have OTRS filtering *only* our real Users from AD, therefore I did this one: AlwaysFilter => '(objectcategory=CN=Person,CN=Schema,CN=Configuration,DC=provincia,DC=verbania,DC=it)', This is OK, no groups are selected and no computer accounts, too. Now I'd like still to refine the filter, so that disabled/inactive/expired users *don't* get shown. How may I do this? And I also would like to avoid catching "system users" like "IUSR" and so on. Any clues? Thanks, -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

1 0

Otrs 2.0.4 reply and or reply all
by Hofmann, Sebastian 27 Jul '06

27 Jul '06

Hello, is it possible to change the reply to a reply all?, because we have the following problem: Otrs behaviour if I click on empty answer. TO = FROM CC = CC - MYADDRESS We need this behaviour: TO = FROM CC = TO + CC - MYADDRESS Is that possible? Because we get often emails with more persons on the "TO" line, and when we answer on this, only one person got the message. With kind regards Sebastian Hofmann

1 0

How to delete or close more than 500 messages!
by Her, Andre 27 Jul '06

27 Jul '06

L.s. Due to a type in the crontab, I now have more than 500 messages in queue. Is there a way to close them all at once ?? Or any easier way than one by one.. Many thanks Andre

3 6

Receiving mail - HTML format(correction)
by odracir_seravat＠simplesnet.pt 27 Jul '06

27 Jul '06

Hello. I would like to make a correction to the previous pos [OTRS]Receiving mail - HTML format. That situation, receiving the text message between HTML tags, happens when i receive the mail with outlook. (this i would like to solve too) Another thing is that when i send a e-mail to an OTRS queue to see it in HTML i have to follow a link...is there a way to display directly in HTML? Tanks for any help. Ricardo ------------------------------------------------------------------------ Simplesnet GTI, a net até 6 vezes mais rápida, ao mesmo preço de sempre! http://www.simplesnet.pt

2 1

LDAP and OTRS: getting closer
by Boniforti Flavio 27 Jul '06

27 Jul '06

Hello list! I'm now getting closer to LDAP-based authentication. What I now get is that when I try to login as a Customer, I get "Panic! no User Data!!!" error. The log shows that the authentification is ok. Where may the error be? $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'srv-vco-1.provincia.verbania.it'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=provincia,dc=verbania,dc=it'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=ldapuser,OU=Utenti-test,DC=provincia,DC=verbania,DC=it'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'ldap'; Meny thanks -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

2 2

OTRS on SUSE 10.1 and SUSE Linux Enterprise 10
by Prafulla Kumar H.S. 27 Jul '06

27 Jul '06

Hi, I have installed OTRS on SuSE 10.1 and SUSE Linux Enterprise 10.0. Installation went through smoothly and the systems are working fine functionally. I am looking for feedbacks from others who have tried OTRS on above mentioned platforms. Regards, Prafulla Kumar

1 0

Customer web interface
by jtown＠eml.cc 26 Jul '06

26 Jul '06

Hello again, ;-) I'd like to be able to have different pages for creating the account and asking for the lost password. I've found a web page that uses links to the option create an account and recovering lost password using links like "http://domain/otrs/customer.pl?Action=CustomerLostPassword&SessionID=" and when you click on it they get a *different* form asking for the username, and the same for creating an account. I know this must be an stupid newbie programming question, but how could I get that?, what's what I'm not understanding? Thank you very much in advance, J

1 0

RE: [otrs] Problem duplicated Notification for any action
by Seigafuse, Mike 26 Jul '06

26 Jul '06

Not sure if I can help or not. How are you creating the tickets, via email or the web interface? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez Sent: Wednesday, July 26, 2006 10:52 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Problem duplicated Notification for any action I check the cron, but, the problem, I think... the problem ocurs at the create tk time, not at the time of cron.......I think... I have a Debian testing, intall otrs 2.0.4 from apt-get. In crontab have (is default): cron.d/ cron.daily/ astroboy:~# cd /etc/cron.d/ astroboy:/etc/cron.d# ls -ltr otrs_* -rw-r--r-- 1 root root 388 2005-03-06 10:36 otrs_unlock -rw-r--r-- 1 root root 405 2005-03-06 10:36 otrs_session -rw-r--r-- 1 root root 389 2005-03-06 10:36 otrs_rebuild_ticket_index -rw-r--r-- 1 root root 534 2005-03-06 10:36 otrs_postmaster -rw-r--r-- 1 root root 385 2005-03-06 10:36 otrs_pending_jobs -rw-r--r-- 1 root root 406 2005-03-06 10:36 otrs_generic_agent-database -rw-r--r-- 1 root root 617 2006-03-05 10:55 otrs_generic_agent -rw-r--r-- 1 root root 529 2006-03-05 10:55 otrs_fetchmail -rw-r--r-- 1 root root 287 2006-07-24 11:17 otrs_aaa_base -rw-r--r-- 1 root root 395 2006-07-26 10:08 otrs_postmaster_pop3 astroboy:/etc/cron.d# cat otrs_unlock 35 * * * * otrs test -x $HOME/bin/UnlockTickets.pl && $HOME/bin/UnlockTickets.pl --timeout >> /dev/null astroboy:/etc/cron.d# cat otrs_session 55 */2 * * * otrs test -x $HOME/bin/DeleteSessionIDs.pl && $HOME/bin/DeleteSessionIDs.pl --expired >> /dev/null astroboy:/etc/cron.d# cat otrs_rebuild_ticket_index 01 01 * * * otrs test -x $HOME/bin/RebuildTicketIndex.pl && $HOME/bin/RebuildTicketIndex.pl >> /dev/null astroboy:/etc/cron.d# cat otrs_postmaster 10 0 * * * otrs test -x $HOME/bin/otrs.cleanup && $HOME/bin/otrs.cleanup >> /dev/null astroboy:/etc/cron.d# cat otrs_pending_jobs 45 */2 * * * otrs test -x $HOME/bin/PendingJobs.pl && $HOME/bin/PendingJobs.pl >> /dev/null astroboy:/etc/cron.d# cat otrs_generic_agent-database */10 * * * * otrs test -x $HOME/bin/GenericAgent.pl && $HOME/bin/GenericAgent.pl -c db >> /dev/null astroboy:/etc/cron.d# cat otrs_generic_agent */20 * * * * otrs test -x $HOME/bin/GenericAgent.pl && $HOME/bin/GenericAgent.pl >> /dev/null astroboy:/etc/cron.d# cat otrs_fetchmail astroboy:/etc/cron.d# cat otrs_aaa_base astroboy:/etc/cron.d# cat otrs_postmaster_pop3 Seigafuse, Mike escribió: >What platform and version? Is there a chance you have the OTRS cron jobs scheduled multiple times? > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez >Sent: Wednesday, July 26, 2006 10:26 AM >To: User questions and discussions about OTRS.org >Subject: Re: [otrs] Problem duplicated Notification for any action > >Thanks Mike: >agent accounts are users? >I have 5 users in the system, and all have a diferent e-mail, but share >queue. >recibe two mails to same user, two mails with this text, where Gustavo >is the one user, for example: > >Hola Gustavo, >Hay un Nuevo Ticket en "General"! >Systema de Tickets MG escribio: >-- > > > >>>prueba >>> >>>-- >>> Gustavo Nuñez -- >>>-- >>> >>> >> >> >> >> >-- > >Notificacion automatica. > > >Thanks >Gustavo > >Seigafuse, Mike escribió: > > > >>Do you have two agent accounts both with the same email address and that both have the queue under My Queues? >> >>-----Original Message----- >>From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez >>Sent: Wednesday, July 26, 2006 10:06 AM >>To: User questions and discussions about OTRS.org >>Subject: Re: [otrs] Problem duplicated Notification for any action >> >>Hello >>I looking in Admin Auto Response <-> Queue, but I don´t have any >>asociation for autoresponses and queues. >>There are my screen: >>Opciones >>Colas Respuestas Automaticas >>Eduardo >><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> >> -nada- >>General >><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> >> -nada- >>Imprenta >><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> >> -nada- >>Internet >><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> >> -nada- >>Sistemas >><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> >> -nada- >>Web Hosting >><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> >> -nada- >> >> >>I new user, I intall otrs and upgrade to otrs2. Pherhaps this make a >>problem. >>Very Thank, other suggest???? >>Gustavo >> >>Seigafuse, Mike escribió: >> >> >> >> >> >>>Did you check under the admin screens and look at Auto Response <-> Queue? >>> >>>Perhaps you have multiple auto responses defined? >>> >>> >>> >>>-----Original Message----- >>>From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez >>>Sent: Wednesday, July 26, 2006 9:41 AM >>>To: User questions and discussions about OTRS.org >>>Subject: [otrs] Problem duplicated Notification for any action >>> >>>Please, help my with this problem. I sent this problem, before, but not >>>have a responses. >>> >>>I clearing the problem: >>>For any action, otrs send two Notification identical (duplicated) to >>>users or client. >>>For example i create a tk from my queue and i recive this mails subject: >>> >>>Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) >>>Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) >>> >>>I view logs from mail server and Real otrs sent two mails. >>>I find the problem, but not view. >>>Thanks. >>>Gustavo >>> >>> >>> >>> > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support orr consulting for your OTRS system? >=> http://www.otrs.com/ > > > > >This email 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. > > >------------------------------------------------------------------------ > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support orr consulting for your OTRS system? >=> http://www.otrs.com/ > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ This 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

Customer groups
by jtown＠eml.cc 26 Jul '06

26 Jul '06

Hello, I don't know if I explained this well, so let's try it again :-( I need that the customer can choose from a list in the web interface, the group he belongs to. I've a newbie with OTRS and although I'm trying to learn how it's works as quickly as I can, but I don't know how I can get this. Maybe with different creating account pages for the users (the users groups are defined and won't change) could be easier, but I'd need to know the way to tell OTRS that the user must be created for a specific group. I'd thank any idea or clue about how I could get this or what I should to read to be able to program that. Thank you very much in advance, J

1 0

Iframe Ok!Printing de Body not ok!
by odracir_seravat＠simplesnet.pt 26 Jul '06

26 Jul '06

Hello again... I manage to put an iframe in the zone where the Body of the e-mail appears...What i don't know how to do is to print de $Data{"Body"} into it, since iframe needs a HTML page do put in the zone where i defined the iframe. So in the next statement what should i put in src=???? <iframe src=?? width=100% height=100% frameborder=0> </iframe> Regards Ricardo Tavares (Computer Engenieer) ------------------------------------------------------------------------ Simplesnet GTI, a net até 6 vezes mais rápida, ao mesmo preço de sempre! http://www.simplesnet.pt

1 0

RE: [otrs] Problem duplicated Notification for any action
by Seigafuse, Mike 26 Jul '06

26 Jul '06

What platform and version? Is there a chance you have the OTRS cron jobs scheduled multiple times? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez Sent: Wednesday, July 26, 2006 10:26 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Problem duplicated Notification for any action Thanks Mike: agent accounts are users? I have 5 users in the system, and all have a diferent e-mail, but share queue. recibe two mails to same user, two mails with this text, where Gustavo is the one user, for example: Hola Gustavo, Hay un Nuevo Ticket en "General"! Systema de Tickets MG escribio: -- >> prueba >> >> -- >> Gustavo Nuñez -- >> -- > > -- Notificacion automatica. Thanks Gustavo Seigafuse, Mike escribió: >Do you have two agent accounts both with the same email address and that both have the queue under My Queues? > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez >Sent: Wednesday, July 26, 2006 10:06 AM >To: User questions and discussions about OTRS.org >Subject: Re: [otrs] Problem duplicated Notification for any action > >Hello >I looking in Admin Auto Response <-> Queue, but I don´t have any >asociation for autoresponses and queues. >There are my screen: >Opciones >Colas Respuestas Automaticas >Eduardo ><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> > -nada- >General ><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> > -nada- >Imprenta ><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> > -nada- >Internet ><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> > -nada- >Sistemas ><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> > -nada- >Web Hosting ><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> > -nada- > > >I new user, I intall otrs and upgrade to otrs2. Pherhaps this make a >problem. >Very Thank, other suggest???? >Gustavo > >Seigafuse, Mike escribió: > > > >>Did you check under the admin screens and look at Auto Response <-> Queue? >> >>Perhaps you have multiple auto responses defined? >> >> >> >>-----Original Message----- >>From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez >>Sent: Wednesday, July 26, 2006 9:41 AM >>To: User questions and discussions about OTRS.org >>Subject: [otrs] Problem duplicated Notification for any action >> >>Please, help my with this problem. I sent this problem, before, but not >>have a responses. >> >>I clearing the problem: >>For any action, otrs send two Notification identical (duplicated) to >>users or client. >>For example i create a tk from my queue and i recive this mails subject: >> >>Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) >>Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) >> >>I view logs from mail server and Real otrs sent two mails. >>I find the problem, but not view. >>Thanks. >>Gustavo >> >> _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ This email 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.

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RE: [otrs] Problem duplicated Notification for any action
by Seigafuse, Mike 26 Jul '06

26 Jul '06

Do you have two agent accounts both with the same email address and that both have the queue under My Queues? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez Sent: Wednesday, July 26, 2006 10:06 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Problem duplicated Notification for any action Hello I looking in Admin Auto Response <-> Queue, but I don´t have any asociation for autoresponses and queues. There are my screen: Opciones Colas Respuestas Automaticas Eduardo <http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> -nada- General <http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> -nada- Imprenta <http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> -nada- Internet <http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> -nada- Sistemas <http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> -nada- Web Hosting <http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> -nada- I new user, I intall otrs and upgrade to otrs2. Pherhaps this make a problem. Very Thank, other suggest???? Gustavo Seigafuse, Mike escribió: >Did you check under the admin screens and look at Auto Response <-> Queue? > >Perhaps you have multiple auto responses defined? > > > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez >Sent: Wednesday, July 26, 2006 9:41 AM >To: User questions and discussions about OTRS.org >Subject: [otrs] Problem duplicated Notification for any action > >Please, help my with this problem. I sent this problem, before, but not >have a responses. > >I clearing the problem: >For any action, otrs send two Notification identical (duplicated) to >users or client. >For example i create a tk from my queue and i recive this mails subject: > >Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) >Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) > >I view logs from mail server and Real otrs sent two mails. >I find the problem, but not view. >Thanks. >Gustavo >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support orr consulting for your OTRS system? >=> http://www.otrs.com/ > > > > >This email 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. > > >------------------------------------------------------------------------ > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support orr consulting for your OTRS system? >=> http://www.otrs.com/ > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ This 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.

2 2

RE: [otrs] Problem duplicated Notification for any action
by Seigafuse, Mike 26 Jul '06

26 Jul '06

Did you check under the admin screens and look at Auto Response <-> Queue? Perhaps you have multiple auto responses defined? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez Sent: Wednesday, July 26, 2006 9:41 AM To: User questions and discussions about OTRS.org Subject: [otrs] Problem duplicated Notification for any action Please, help my with this problem. I sent this problem, before, but not have a responses. I clearing the problem: For any action, otrs send two Notification identical (duplicated) to users or client. For example i create a tk from my queue and i recive this mails subject: Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) I view logs from mail server and Real otrs sent two mails. I find the problem, but not view. Thanks. Gustavo _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ This email 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.

2 1

Problem duplicated Notification for any action
by Gustavo Nuñez 26 Jul '06

26 Jul '06

Please, help my with this problem. I sent this problem, before, but not have a responses. I clearing the problem: For any action, otrs send two Notification identical (duplicated) to users or client. For example i create a tk from my queue and i recive this mails subject: Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) I view logs from mail server and Real otrs sent two mails. I find the problem, but not view. Thanks. Gustavo

1 0

Rejecting mail ticket from no customers
by jtown＠eml.cc 26 Jul '06

26 Jul '06

Hello, I'd like to be able to filter the mails that don't come from mail addresses that match any of the registered customers. I've read the filters manual, but I don't understand very well how I could do that nor if it's possible. I'd thank any information, Regards, -- jtown(a)eml.cc

3 3

Going directly to OTRS
by Joe Fusco 26 Jul '06

26 Jul '06

I have OTRS installed on a SuSE 10.1 system. I just completed the installation and have installed a single user, myself. The host name of the system is web1.domain.com. I have a DNS record for helpdesk.domain.com that points to the IP address of this system. When I go to helpdesk.domain.com, I get the default Apache "It Works!" page. How do I direct traffic from helpdesk.domain.com directly to OTRS? Keep in mind that I am also planning on setting up a project management service and will want project.domain.com to direct to that site so updating the DocumentRoot in the Apache config is not the way I want to go. Thank you Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 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.

3 2

Is this possible?
by odracir_seravat＠simplesnet.pt 26 Jul '06

26 Jul '06

Hello. Several days ago i post about a problem with HTML view in OTRS...What i would like to know is that if is possible to change directly to HTML view instead of viewing in plain-text?? If yes where should i change to appear in HTML? Regards Ricardo Tavares (Computer Engenieer) ------------------------------------------------------------------------ Simplesnet GTI, a net até 6 vezes mais rápida, ao mesmo preço de sempre! http://www.simplesnet.pt

1 0

agentticketcompose: add field
by Mayr Martin 26 Jul '06

26 Jul '06

Hello, how can i add the queue dropdown field into the agnetticketcompose module? Regards Martin Mayr

1 0

Timer of fechtmail
by odracir_seravat＠simplesnet.pt 26 Jul '06

26 Jul '06

Hello. How can i ajust the time of fechtmail so that i can see almost imediatly all the incoming mails? If anybody knows how to solve the problem with converting plain-text to html view, i would apreciate too. Regards Ricardo Tavares (Computer Engineer) ------------------------------------------------------------------------ Simplesnet GTI, a net até 6 vezes mais rápida, ao mesmo preço de sempre! http://www.simplesnet.pt

2 1

Is it possible: AGENT 'SessionMaxIdleTime' & CUSTOMER 'SessionMaxIdleTime'?
by s taylor 26 Jul '06

26 Jul '06

Hello. Is it possible to create a 'SessionMaxIdleTime' for agents and a separate 'SessionMaxIdleTime' for customers? Thanks in advance.

1 0

Nothing in crontab file
by BipinDas 26 Jul '06

26 Jul '06

Hi all I am using otrs for past 3 months. Everything working fine. But when I try to view the crontab file, using the command crontab -l it gives a message without showing its contents. The message is as follows 07:24:56 listing otrs's fcrontab All the functions are normal. Why its happens? -- ___________________________ Bipin Das Linux Administrator, Spectrum Softtech Solutions, Mahakavi G Road,Cochin-682011. Phone 0484 4082000. www.spectrum.net.in www.spectramedi.com

1 0

Question regarding backups
by Craig Johnson 25 Jul '06

25 Jul '06

Hello - We utilize OTRS for our problem ticket tracking, and we're trying to find a way to do a nightly automated backup of the database. Is anyone currently doing this? If so - what/how are you doing it? Are there any components/plugins that we could use and configure for our needs? Thanks in advance Craig Johnson Terrapin Technologies

4 3

Problem with duplicated mails
by Gustavo Nuñez 25 Jul '06

25 Jul '06

Hello, I install a otrs 2.0.4, in debian with apache2 When make a action, for example, create a new tk. The system alert this event, sending an e-mail, but all this alert recibed are double or duplicated. I not find a bad configuration, probe many variants, but withing solution. Whats can make double mails? Thanks Gustavo

1 0

RE: [otrs] Update of RHEL 4 broke my OTRS v.2.0.4 installation.
by Stefan Högdahl 25 Jul '06

25 Jul '06

Hi again. As always it seems that SELinux is the culprit. OTRS did work before with this in the apache.te file: allow httpd_t policy_src_t:dir search; allow httpd_t usr_t:dir write; allow httpd_t usr_t:dir add_name; allow httpd_t usr_t:file create; allow httpd_t usr_t:file write; allow httpd_t usr_t:file append; but alas, now since the system was patched and updated (new RHEL4 release kernel 2.6.9-34.0.2.ELsmp) something broke. I've currently disabled selinux altogether, but that isn't a longterm decision I'd like to do. If you can help me out with what syntax I need to add to the apache.te file in order to have the protection of selinux, I'd be really happy :) Thank you, /Stefan Hogdahl -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Stefan Högdahl Sent: den 25 juli 2006 11:22 To: otrs(a)otrs.org Subject: [otrs] Update of RHEL 4 broke my OTRS v.2.0.4 installation. Hi. After I patched my RHEL 4 system with all the latest updates and rebooted the system, I started recieving this following message: Software error: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 79, <PRODUCT> line 4. For help, please send mail to the webmaster (), giving this error message and the time and date of the error. I cannot figure out what the problem is. Does it have to do something with writing information to a log file or? Please help :) Thank you, /Stefan Hogdahl _______________________________________________ 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

Update of RHEL 4 broke my OTRS v.2.0.4 installation.
by Stefan Högdahl 25 Jul '06

25 Jul '06

Hi. After I patched my RHEL 4 system with all the latest updates and rebooted the system, I started recieving this following message: Software error: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 79, <PRODUCT> line 4. For help, please send mail to the webmaster (), giving this error message and the time and date of the error. I cannot figure out what the problem is. Does it have to do something with writing information to a log file or? Please help :) Thank you, /Stefan Hogdahl

1 0

Is there a 'Print View' for the CUSTOMER interface?
by s taylor 25 Jul '06

25 Jul '06

Hello. Is there a 'Print View' for the customer interface that can be 'enabled' similar to the agent's interface (AgentTicketZoom)? Thanks in advance.

1 0

How to 'stop the clock' during a 'HOLD' status?
by s taylor 25 Jul '06

25 Jul '06

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.

1 0

Unable to display a "new message"
by Graham Leggett 24 Jul '06

24 Jul '06

Hi all, After receiving an email message that is automatically routed to an OTRS queue, I use the "empty answer" option to reply to the customer. This works fine. The customer then replies to my reply - and OTRS tells me there is a new message waiting. I open the ticket and zoom to the most recent reply listed, but instead of displaying the reply, OTRS displays the previous email message, ie my original response to the customer. There seems to be no way that I can find to convince OTRS to display the new message - only the second last message is shown, instead of the last message, and the new message notification doesn't go away. Has anybody encountered this before? I am using OTRS v2.0.4 against Postgresql, running on RHEL4. Regards, Graham --

1 0

Attachment problem
by Simone Girlanda 24 Jul '06

24 Jul '06

When a new ticket with multiple attachment (let say 3 pdf files) is created, we are unable to open 2nd and 3rd attachment, we always the first one. any body can help ? regards Simone Girlanda

1 0

FW: [otrs] Customer Ticket(My Tickets)
by Mamakwa M. Sefiri 24 Jul '06

24 Jul '06

I have few problems 1. The system shows nothing on My tickets when Customer are logged in. 2. The system does not send Customers notifications when their calls are closed. 3. When I search on FAQ the system gives nothing, this happens only when I am logged in as a Customer. Thanks _____ From: Mamakwa M. Sefiri Sent: 19 July 2006 10:47 AM To: User questions and discussions about OTRS.org Subject: FW: [otrs] Customer Ticket(My Tickets) I desperately on help on this one, I just need clue on how to fix the problem below _____ From: Mamakwa M. Sefiri Sent: 17 July 2006 11:27 AM To: User questions and discussions about OTRS.org Subject: [otrs] Customer Ticket(My Tickets) Good day I realized this morning that customer can't see their logged tickets on My Tickets. I can see all the tickets that I have logged when I have logged in as a Customer. I have tried to log in as 4 different customers and there was nothing on My Tickets. Please advice Thanks

1 0

PostmasterPOP3.pl (bug?) can lead to broken queue
by Jason Turner 23 Jul '06

23 Jul '06

See the thread about "Incoming email suddenly dead" for previous posting. And http://www.mail-archive.com/otrs@otrs.org/msg06645.html. Elsewhere I did see someone speculate/point out that the problem could be with Message-Ids containing the percent sign(%) being passed to the sprintf in Syslog.pm. From my own experience, I'd say that this rings true. It was a message that suddenly broke the queue and it's message-id did contain the '%' character. If this is all true, then this seems to represent a potentially serious problem for OTRS installations. In same astute thread that speculated about the cause of this error, they did mention the potential for DOS attacks against OTRS systems with such a message-id. From what I can find, having this character in the id does not seem out of line with the specification -- however, I am not even close to authoritative on the subject. OTRS community -- please set me straight. If my understanding is in error here, and my particular installation lacks some sort of previous patch/fix for this problem, please let me know. What is your assessment? I'm sorry that I can't find and cite the URL source of the original speculation that led to my own confirmed solution and source of the problem. -- jt

1 0

Users group at signing up
by jtown＠eml.cc 23 Jul '06

23 Jul '06

Hello again, I've noticed OTRS is a very powerful tool... I think I'm going to have to use the customer groups feature but I'd need that the user could choose his/her group when is creating his/her account from the customer main page. Is it possible? Does anybody have any idea how I could get this? Thank you very much in advance, -- jtown(a)eml.cc

1 0

Prevent user reopening a ticket
by jtown＠eml.cc 23 Jul '06

23 Jul '06

Hello, I need to deploy a ticket system in two weeks so I have to quickly try the best alternatives, so please, forgive if the questions are too easy or have already been answered. The main question would be: Can I prevent that a user reopens a closed ticket? I'd need that the user could close itself its ticket for the case he is able to solve his problem, so I can't simply remove the status field from the interface. And a stupid question: when a user opens a ticket, he can choose the 'to' (I refer to the customer demo) field of the ticket, can't he? I'd need that the user could choose between two different kind of problems so I had thought to create two different account for them. Thanks in advance and sorry my English, Jean

2 3

Change Priority Settings
by Juergen Tolksdorf 23 Jul '06

23 Jul '06

Hi, I would like to change the Priority Setting in OTRS, or better to say the meaning of each priority. In addition, I would like to add Priorities to the system. I that possible? thanks in advance regards jtolksdo _________________________________________________________________ Be one of the first to try Windows Live Mail. http://ideas.live.com/programpage.aspx?versionId=5d21c51a-b161-4314-9b0e-49…

2 1

Re: otrs Digest, Vol 36, Issue 31 (Out of Office)
by Mark Crum 22 Jul '06

22 Jul '06

I will be out of the office until Monday July 31st, 2006. If you need further assistance please contact HelpDesk at extension 5221. I will respond to your message when I return on Monday. Mark

1 0

Not all Tickets shown in "New messages" if "Locked Tickets" are more than 1000
by André Bauer 22 Jul '06

22 Jul '06

Hallo. IŽm not sure if this is a bug or missconfiguration (Limits?) of otrs. If there are more than 1000 "Locked Tickets" the "New messages" are not completly shown. Please take a look at this url: http://monotek.ath.cx/images/otrsbug.png Like you can see there are 1051 "Locked Tickets" and 15 "New messages". If i click on "New messages" there are only 4 of the 15 "New messages" shown. If you close some of the "Locked Tickets" the complete amount of "New messages" is shown. This is not possible in my case because all these tickets have the state "pending autoclose" an i need to wait for the configured time. If i search for my open tickets all 15 tickets are shown. Any ideas how to fix this? I also created a bug report for this: http://bugs.otrs.org/show_bug.cgi?id=1114 -- Best regards André Bauer System: Debian 3.1 / Apache 2.0.54 / MySQL 4.0.24 / OTRS 2.0.4

2 1

OTRS with LDAPV3
by nlkabilan＠iitm.ac.in 21 Jul '06

21 Jul '06

Hello All! I am new here!I have configured otrs 2.0.4-01 in Fedora Core 3.I can work with it fine when i have users in the database.But As we have ADS LDAPV3(Windows Server)as authenticate server.Can anybody suggest me how the Kernel/Config.pm should be.Is samba needed here? Thank You All! Bye

1 0

unsubscribe
by Dale Shriver 21 Jul '06

21 Jul '06

unsubscribe ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of cheeire(a)aol.com Sent: Thursday, July 20, 2006 6:44 PM To: otrs(a)otrs.org Subject: [otrs] (no subject) Hello all, I have started work in a department have been using OTRS for a few years now. We are currently running OTRS 1.3.0. However, time has come to upgrade to OTRS 2.0.4 and we are worried about how this will affect the custom scripts that have been written to customise our system. Given that the upgrade docs within the source say that around 80% of the config settings have been re-named, does anyone have a simpler way of migrating the custom scripts over to the new system? Thanks in advance, Declan

1 0

Active Directory and OTRS2?
by Boniforti Flavio 21 Jul '06

21 Jul '06

Hello list, is the integration with Active Directory still done as in version 1.3 on OTRS 2? Or is there any particular thing to do? Many thanks. -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

2 3

Receiving mail - HTML format
by odracir_seravat＠simplesnet.pt 21 Jul '06

21 Jul '06

Hello! I've just install otrs in my machine and i'm having problems receveing e-mails...i'm receiveing all them with the tags of HTML, like the example below: <td> <tr> And the mail sent will appear between HTML tags </tr> </td> What i would like to know is if there's any way that i can ajust this or is it impossible? Tanks a lot Ricardo ------------------------------------------------------------------------ Simplesnet GTI, a net até 6 vezes mais rápida, ao mesmo preço de sempre! http://www.simplesnet.pt ------------------------------------------------------------------------ Simplesnet GTI, a net até 6 vezes mais rápida, ao mesmo preço de sempre! http://www.simplesnet.pt

1 0

Email Attachement size 1.1 MB ?!
by Hofmann, Sebastian 21 Jul '06

21 Jul '06

Hello, I have the problem that I can not send an email larger then 1.1 MB. Is that a known issue or do I have to change a setting or something in the source code? With kind regards Sebastian Hofmann

4 3

OTRS Upgrade and custom code
by cheeire＠aol.com 20 Jul '06

20 Jul '06

Hello all, I have started work in a department have been using OTRS for a few years now. We are currently running OTRS 1.3.0. However, time has come to upgrade to OTRS 2.0.4 and we are worried about how this will affect the custom scripts that have been written to customise our system. Given that the upgrade docs within the source say that around 80% of the configurations have been re-named, does anyone have a simpler way of migrating the custom scripts over to the new system? Thanks in advance, Declan

1 0

(no subject)
by cheeire＠aol.com 20 Jul '06

20 Jul '06

Hello all, I have started work in a department have been using OTRS for a few years now. We are currently running OTRS 1.3.0. However, time has come to upgrade to OTRS 2.0.4 and we are worried about how this will affect the custom scripts that have been written to customise our system. Given that the upgrade docs within the source say that around 80% of the config settings have been re-named, does anyone have a simpler way of migrating the custom scripts over to the new system? Thanks in advance, Declan

1 0

Cannot send email through OTRS.
by Daniela Gradim 20 Jul '06

20 Jul '06

Hi !!! I have installed OTRS and it works fine with one exception send email. If i send to my internal mail it works but if is one outbound email this just stay in somewhere I couldn't find and after five days I get a message that wasn't deliveried. I have _ Linux Fedora Core 5 2.6.17-1.2157 - Sendmail 8.13.1 - CyrusImap V2 The system works fine but I cannot send message to my customers. Does anyone can help me? Thanks Daniela

2 1

Are <snip> tags required when e.g. <fieldvar[6]> is specified?
by s taylor 20 Jul '06

20 Jul '06

Hello. Are <snip> tags required when e.g. <fieldvar[22]> is specified? I would think [22] represents a form of 'snip' since only including a specified portion of the text. In the example for 'default closed -> new ticket', the lines are as follows: ~~~~~~~~~~~~~~~~~~~~~~~~~~ <snip> <OTRS_CUSTOMER_EMAIL[6]> </snip> ~~~~~~~~~~~~~~~~~~~~~~~~~~ In another autoresponder, 'default follow up', the <snip> tags are not used. ~~~~~~~~~~~~~~~~~~~~~~~~~~ You wrote: <OTRS_CUSTOMER_EMAIL[6]> Your e-mail will be answered by a human asap. Have fun with OTRS! Your OTRS Team ~~~~~~~~~~~~~~~~~~~~~~~~~~ Q: What is the difference in the output and will there be any strange behavior if the <snip> tags are not used? Are the <snip> tags special to OTRS or are they HTML tags (I couldn't find them defined anywhere, yet)? Thanks.

2 1

AW: [otrs] Cannot send email through OTRS.
by Schulze, Michael 20 Jul '06

20 Jul '06

Do you see in otrs system log : notice OTRS-GenericAgent-10 Run GenericAgent Job 'send escalation notifications' from config file. Or take a look on : saptux:~ # rccyrus start Starting IMAP/POP3 service (cyrus-imapd) done saptux:~ # rcsaslauthd start Starting service saslauthd done #tail -f /var/log/messages Greets, Mike -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Daniela Gradim Gesendet: Mittwoch, 19. Juli 2006 17:10 An: otrs(a)otrs.org Betreff: [otrs] Cannot send email through OTRS. Hi !!! I have installed OTRS and it works fine with one exception send email. If i send to my internal mail it works but if is one outbound email this just stay in somewhere I couldn't find and after five days I get a message that wasn't deliveried. I have _ Linux Fedora Core 5 2.6.17-1.2157 - Sendmail 8.13.1 - CyrusImap V2 The system works fine but I cannot send message to my customers. Does anyone can help me? Thanks Daniela _______________________________________________ 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

How to RE-ORDER list in 'CustomerPanelOwnSelection' so it's not alphabetical?
by s taylor 20 Jul '06

20 Jul '06

Hello. How do I RE-ORDER the list in 'CustomerPanelOwnSelection' whereby it's not alphabetical? I added the statements from Ticket.pm to Config.pm and placed them in the order I wanted, but in the web interface, the order is still alphabetical. (Note: I had initially added the queues already in the interface and then tried making the change in Config.pm) Thanks.

1 0

Incoming email suddenly dead
by Graham Leggett 20 Jul '06

20 Jul '06

Hi all, Out of the blue, our OTRS v2.0.4 started sending error messages when it tried to receive mail from the POP mailbox. Trying to run it manually prints the following cryptic message: -bash-3.00$ bin/PostMasterPOP3.pl -f 1 Notice: PostMasterPOP3.pl is already running but is starting again! Message 1/3 (otrs@wired.co.za@localhost) perl: prescan_stmt.c:442: rewrite_execute_stmt: Assertion `ph <= imp_sth->phc' failed. Aborted Has anyone seen this error before? Is anybody else running OTRS successfully on Redhat Enterprise 4? Regards, Graham --

2 2

Software error: cant write
by Justen Hess 20 Jul '06

20 Jul '06

Hey im getting an error every time i try to create a ticket (fresh install or OTRS 2.0.4): Software error: Can't write /opt/otrs/var/log/TicketCounter.log: at ../..//Kernel/System/Ticket/Number/DateChecksum.pm line 87. For help, please send mail to the webmaster (webmaster@localhost <mailto:webmaster@localhost>), giving this error message and the time and date of the error. looking at 87 die "Can't write $CounterLog: $!"; The TicketCounter.log file exists and has the correct permissions. I dont know perl so i have no idea what the rest around Line 87 means. any ideas ??? thnks in advance. -J

1 1

Re: [otrs] Billing software
by Matt Midson 19 Jul '06

19 Jul '06

Richard, I have also been doing some research in this area, but I must admit I am still looking. I am looking to get OFBiz an OpenSource ERP solution running and reading the billing items from the OTRS database into OFBiz based invoices, but I am getting an OFBiz specialist to help me with this. At the moment, however I am using report writer tools such as DBXtra to read from the OTRS database and generate billing reports, which depending on your environment could be invoices. Hope this helps, Matt ------------------------------ Message: 3 Date: Sun, 16 Jul 2006 13:19:30 +0100 From: richard <rich(a)ensign-net.com> Subject: [otrs] Billing software To: otrs(a)otrs.org Message-ID: <1153052370.6760.9.camel@localhost> Content-Type: text/plain; charset=UTF-8 HowÅ* the list doing Been lurking for a while but finaly broke cover to ask a question. I have been using OTRS for about 6-7 months purley as a trouble ticketing solution + it helps me keep trak of customer info. Now the boss want to try and use it for billing as well. Problem is he has not decided on which billing/accountancy software to use or whether we will outsource it. Does anyone have any tried and tested suggestions? (there was note of someone using ooo to generate invoices, not sure he would go for that as he is using a similar Excel soultion at the moment :( regards richard This email has been scanned for Viruses. This account is protected from Spam and Viruses by NetCleanse. For more information please visit http://www.myglobalnetwork.com/netcleanse

3 2

From: issues with Phone-Ticket & Email Ticket
by Lee Norvall 19 Jul '06

19 Jul '06

Hi I have set up OTRS V2.0.4 using a MySQL Backend. This seems to work fine when using the Customer search, but when I go to Phone-Ticket or Email-Ticket, I can search the user again, but when I select take this user, all other information is passed back OK, but I am seeing the From: address filled with the wrong information i.e. not an email address. Does anyone know what fields I should setup in the config.pm (as the UserEmail information is not what is passed) if what $Data{} field I should use in the AgentTicketPhoneNew.dtl ????? Thanks in advance.

1 0

MySQL move from windows to Suse9.3
by Jared Cebada 19 Jul '06

19 Jul '06

What is the best way to move the database, I am new to MySQL?? I see that there is a backup.pl but I belive I can't execute that without a native linux kernel?? Would cygwin be of any use??

3 3

Installed OTRS2, configured.. then error
by Boniforti Flavio 19 Jul '06

19 Jul '06

Hello list, here's what I get when I try to connect to OTRS2: Software error: Invalid argument at /usr/share/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 79. For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. What may be wrong? -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

1 0

Error creating a new ticket on Customer interface
by Ing. Roberto Savigni 19 Jul '06

19 Jul '06

Hy. I've installed OTRS on a fresh Fedora Core 5 system and installed the otrs-2.0.4-3.fc5.rpm package. Everything seems work fine except when I modify the customer interface to send a ticket to a system address instead to a queue (the default). To do this I've addedd the following line in the /var/www/otrs/Kernel/Config.pm ..... $Self->{'CustomerPanelSelectionType'} = 'SystemAddress'; $Self->{'CustomerPriority'} = '0'; ..... When I try to create a new ticket I receive the following error: Can't call method "SystemAddressGet" on an undefined value at /var/www/otrs//Kernel/Output/HTML/CustomerNewTicketQueueSelectionGeneric.pm line 94 I've also tried the same installation on a Fedora Core 4 using both the rpm (downloaded by yum repository) then the tar.gz package (the version is always the 2.0.4 in both cases). I always receive the same error. If I do not insert the above line it works, but it gives the list of the queue instead the e-mail. Connecting to the demo site http://demo.otrs.org/customer.pl if you add a ticket you have the mail address. Any idea on what's wrong? Thanks in advance Roberto Savigni

1 0

problem with Autoresponse <-> Queue
by La Scala, Giovanni 19 Jul '06

19 Jul '06

Hi, I have a problem with the page of "Autoresponse <-> Queue". When I click on "Change setting" I dont see the page (the menu of otrs is shown, only that section is not showed). When I forced the url I see it (for example http://xxx.yyy.zzz/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction =ChangeAction&ID=21&IDs=4). The database is imported by another otrs db. I have changed nothing in the source, can be data damaged? So how can I solve this problem? thanks, Giovanni

1 0

FW: [otrs] Customer Ticket(My Tickets)
by Mamakwa M. Sefiri 19 Jul '06

19 Jul '06

I desperately on help on this one, I just need clue on how to fix the problem below _____ From: Mamakwa M. Sefiri Sent: 17 July 2006 11:27 AM To: User questions and discussions about OTRS.org Subject: [otrs] Customer Ticket(My Tickets) Good day I realized this morning that customer can't see their logged tickets on My Tickets. I can see all the tickets that I have logged when I have logged in as a Customer. I have tried to log in as 4 different customers and there was nothing on My Tickets. Please advice Thanks _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

1 0

Re: [otrs] MySQL move from windows to Suse9.3
by Jared Cebada 18 Jul '06

18 Jul '06

thanks very helpful >>> nils(a)lemonbit.nl 07/18/06 1:03 PM >>> Jared Cebada wrote: > What is the best way to move the database, I am new to MySQL?? Go to http://www.mysql.com/ and search for the mysqldump and mysqlrestore commands. > I see that there is a backup.pl but I belive I can't execute that > without a > native linux kernel?? Would cygwin be of any use?? It's just a Perl script, no need to run Linux. Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

1 0

followup after close !
by Dennis Kavadas 18 Jul '06

18 Jul '06

hi all is it possible to not allow a closed ticket to be open ? why ? i'm trying to get around the problem of users replying with a "thank you" after a ticket has been successfully closed.

2 2

followup after close !
by Jennifer Valdez 18 Jul '06

18 Jul '06

1 0

List of Customer Users
by Dante 18 Jul '06

18 Jul '06

Hello, Is there a way to list the Customer Users for easy editing of their personal information without going through the whole search routine? Any help appreciated. Thanx

1 0

ticket creation timeout
by Alan McKeown 18 Jul '06

18 Jul '06

Hi All, Have noticed that when creating tickets, if I have started to add a ticket and then do some other work then when I come back to the ticket and try and create by clicking on the create button the session takes me back to the log in screen. Is there a session timeout time. If there is how can it be changed to infinite. 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

How to retrieve customer data from external source
by Brett N 17 Jul '06

17 Jul '06

Ok, I'm trying to integrate OTRS with an external invoicing system that has an XML API. The documetation details how to integrate with LDAP and DB but doesn't indicate what to do with raw data.. Any suggestions here? -Brett

1 0

FW: [otrs]Search on FAQ
by Mamakwa M. Sefiri 17 Jul '06

17 Jul '06

Please help; I removed the language and category options on the search window. Could this have any effect on the search option not working? I can search when I am logged in as an Agent but not when I am logged in as a Customer Please advice. _____ From: Mamakwa M. Sefiri Sent: 12 July 2006 10:14 AM To: User questions and discussions about OTRS.org Subject: FW: [otrs]Search on FAQ I have put in FAQ on the OTRS on when I try to search it does not give any results Please advise _____ From: Mamakwa M. Sefiri Sent: 10 July 2006 04:10 PM To: User questions and discussions about OTRS.org Subject: [otrs] FAQ Please advice, I can't search on FAQ Thanks MAmakwa _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

1 0

Customer Ticket(My Tickets)
by Mamakwa M. Sefiri 17 Jul '06

17 Jul '06

Good day I realized this morning that customer can't see their logged tickets on My Tickets. I can see all the tickets that I have logged when I have logged in as a Customer. I have tried to log in as 4 different customers and there was nothing on My Tickets. Please advice Thanks

1 0

about stats menu
by Yosua W 17 Jul '06

17 Jul '06

Hi all, In menu stats, with format graph, there have two axis (x and Y). The question : what is explanation of y axis? 1. what is explanation of y axis from new ticket (value of y axis = 0 2 4 6 8 10) ? 2. what is explanation of y axis from ticket overview (value of y axis = 0 1 2 3 4 5) ? 3. what is explanation of y axis from state action overview (value of y axis = 0 5 10 15 20 25) ? If I use format CVS, then system will open that format with Microsoft Excell program, and when I open that, appearance in excell program is in disarray. Why that can be happen, and what is solution? Thanks for your reply, but I am sorry before if I have wasted your time, thanks.

1 0

Remove Language option
by BipinDas 17 Jul '06

17 Jul '06

Hi This may be a silly question. May I know how to remove the Language and Lost Password option from the index page?. Forgive me if I wasting your time. Thanks in advance -- ___________________________ Bipin Das Linux Administrator, Spectrum Softtech Solutions, Mahakavi G Road,Cochin-682011. Phone 0484 4082000. www.spectrum.net.in www.spectramedi.com

2 2

Data restoring
by BipinDas 17 Jul '06

17 Jul '06

Hi All, I had installed a OTRS test machine in my internal network. After successfull running now I would like to install another server in production. My requirement is I would like to port all the ticket details from old server to new server ,excluding usreinfo,queue,groups etc. Does any one have same requirements? Thanks -- ___________________________ Bipin Das Linux Administrator, Spectrum Softtech Solutions, Mahakavi G Road,Cochin-682011. Phone 0484 4082000. www.spectrum.net.in www.spectramedi.com

1 0

Billing software
by richard 16 Jul '06

16 Jul '06

Howś the list doing Been lurking for a while but finaly broke cover to ask a question. I have been using OTRS for about 6-7 months purley as a trouble ticketing solution + it helps me keep trak of customer info. Now the boss want to try and use it for billing as well. Problem is he has not decided on which billing/accountancy software to use or whether we will outsource it. Does anyone have any tried and tested suggestions? (there was note of someone using ooo to generate invoices, not sure he would go for that as he is using a similar Excel soultion at the moment :( regards richard

1 0

Remove Language Option
by BipinDas 16 Jul '06

16 Jul '06

Hi This may be a silly question. May I know how to remove the Language and Lost Password option from the index page?. Forgive me if I wasting your time. Thanks in advance -- ___________________________ Bipin Das Linux Administrator, Spectrum Softtech Solutions, Mahakavi G Road,Cochin-682011. Phone 0484 4082000. www.spectrum.net.in www.spectramedi.com

1 0

Basic Information Requred
by Jean van Eeden 15 Jul '06

15 Jul '06

Hi Everyone I would like to install and use OTRS, but need to understand a few things. 1) If a ticket is in a user's queue, and the user does not respond within a set time (e.g. 4 days), can the ticket automatically be re-routed to the users's boss or co-worker? 2) Can the boss receive an email if tickets are over due? 3) Can you suggest some ways of managing worker / supervisor work flow, or give examples? Thank you very much! Jean van Eeden Jean van Eeden Senior Consultant > 20:20 IT Solutions inc. jvaneeden(a)2020itsolutions.com desk 416.363.3113 mobile 416.606.4468 free 866.462.4788 Suite 218, 5863 Leslie Street, Toronto, Ontario, M2H 1J8

1 0

How to RE-POPULATE $QData{} fields in Customer.pl form after failed validation?
by s taylor 13 Jul '06

13 Jul '06

Hello. How can I RE-POPULATE the $QData{} fields in Customer.pl form after failed validation? I think I found where the $QData{} data is referenced for the template: Kernel/Output/HTML/Generic in Output(). To begin, I created a new variable in 'CustomerInterface.pm': my %Reload_Params = %GetParams; This works fine in recalling all of the user's inputs. Now, I'd like to somewhere define something like, '%QData = %Reload_Params' in order for the form to reload the Customer.pl form with the customer's input, but I'm not sure where or how, especially since they are in 2 different packages. This statement, of course, generates an error because '%Reload_Params' needs a package reference. Should the 'tie' statement be used? If so, where? Should another method be used? Since I've added more fields to the 'Customer.pl' form, it's a turnoff if there is a form validation error and the customer has to re-input all of the values. Thanks in advance.

1 0

Subject Reading Customer Number
by Aaron Blackwell 12 Jul '06

12 Jul '06

I shall have them post the customer number first and probably nothing else, but either way i still need to know what to put in the 4 boxes on the pop filtering _________________________________________________________________ Dont just search. Find. Check out the new MSN Search! http://search.msn.click-url.com/go/onm00200636ave/direct/01/

1 0

Do I need an MX Record?
by Joe Fusco 12 Jul '06

12 Jul '06

We have a hosted email provider and have an MX record in our DNS for domain.net. I'm planning on setting up a mail server on FC5 for use by OTRS. It seems to be the simplest way to get mail in and out of the system. Do I need to set another MX record for helpdesk.domain.net? Will I be able to set another MX record? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. 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

Follow-ups as "internal-notes" instead of "customer-mail"
by Alexander Scholler 12 Jul '06

12 Jul '06

Hi, ticket follow-ups are enabled on many queues of our OTRS v2.0.4. Follow-ups causes state changes due to PostmasterFollowUpState. Now, our agents often make comments on tickets through writting an mail to otrs. Normally, this is recognized by OTRS follow-up made through a customer. We created a postmaster filter that recognizes such an follow-up, made by an agent and stores this article as internal note (instead of customer-mail) and as sender agent (instead of mail). Also a follow-up-notification is sent to the relevant agents. This postmaster-filter-feature is really great - thanks to the developers! The only problem I have is that the state change is made due to PostmasterFollowUpState. Any advice how this could be prevented. I can set a specific state other than PostmasterFollowUpState within the postmaster-filter, but I want the state to remain untouched, e.g. like "-" present in note-compose-dialog with activated state-change-possibility. Bye, Alex

2 1

AW: Change the length of Ticket ID
by Kaiser Dr., Thomas (LfStaD) 12 Jul '06

12 Jul '06

Hi, have a look at the configs for Ticket::NumberGenerator and Ticket::Hook . If there is no satisfiying method to generate the ticket number, you may write our own module as in and /opt/otrs/Kernel/System/Ticket/Number. Thomas -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Arif Hussain Gesendet: Mittwoch, 12. Juli 2006 11:20 An: otrs(a)otrs.org Betreff: RE: Change the length of Ticket ID Hi, I am new to Otrs and would like to start using it, but I cannot work out how to reduce the size of the ticket number. we would like it to be much smaller i.e 8-10 characters. Can anyone point me in the right direction Regards, _____ From: otrs-bounces(a)otrs.org on behalf of otrs-request(a)otrs.org Sent: Wed 12/07/2006 02:24 To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 18 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Where do I find the system log? (Andy Lubel) 2. Re: Where do I find the system log? (s taylor) 3. Prevent user reopening a ticket (jtown(a)eml.cc) 4. Re: Prevent user reopening a ticket (Andy Lubel) 5. RE: How to CONVERT 'customers' into 'agents' or 'admins'? (s taylor) 6. Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 (Andy Lubel) 7. RE: Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 (s taylor) 8. Re: Prevent user reopening a ticket (jtown(a)eml.cc) 9. How can a CUSTOMER to update their info? (s taylor) ---------------------------------------------------------------------- Message: 1 Date: Tue, 11 Jul 2006 15:35:04 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: Re: [otrs] Where do I find the system log? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C0D975A8.105D%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="US-ASCII" If its entered as /tmp/otrs.log then its going to the root, not relative to where its called from.. If you wanted that relative then you want tmp/otrs.log. Mine is set to /opt/otrs/tmp/otrs.log but would also work if I did tmp/otrs.log (because /opt/otrs is my home directory and considered the root of the application) In other words if you put '/' at the beginning its like going to the root of the drive. HTH, Andy On 7/11/06 3:12 PM, "s taylor" <staylor00(a)hotmail.com> wrote: > Thanks for your reply. > > I have 'write' permissions on the folder; enough that the file, > 'Kernel-System-Stats-StateAction-2006-06.cache' was able to write to it a > few days ago. > > For the SysLog file in SysConfig, I have '/tmp/otrs.log' as the LogFile name > (using the default) which I'm ASSUMING that this implies that this folder is > located in the 'var' subdirectory. > > As another attempt, I manually created the 'otrs.log' file with 777 and > placed it in '/tmp/otrs.log' (which is contained in 'var') subdir. I logged > in then out of a test account in order to generate a line entry in the log. > The 'System Log' on the web interface was updated, but nothing was written > to the 'otrs.log' file I created. > > Any ideas? > > Thanks. > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > => http://www.otrs.com/ -- ------------------------------ Message: 2 Date: Tue, 11 Jul 2006 15:48:44 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: Re: [otrs] Where do I find the system log? To: otrs(a)otrs.org Message-ID: <BAY104-F333FEAF4B0260988A85D1DA1680(a)phx.gbl> Content-Type: text/plain; format=flowed That did it! I used the full path '/usr/.../otrs/var/tmp/otrs.log' and now the file has been created by the system (prior to this last test, I deleted the file I manually created) and is being updated with each syslog entry! Thanks, Andy! ======================================== >From: Andy Lubel <andy.lubel(a)gtsi.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] Where do I find the system log? >Date: Tue, 11 Jul 2006 15:35:04 -0400 > >If its entered as /tmp/otrs.log then its going to the root, not relative to >where its called from.. If you wanted that relative then you want >tmp/otrs.log. Mine is set to /opt/otrs/tmp/otrs.log but would also work if >I >did tmp/otrs.log (because /opt/otrs is my home directory and considered the >root of the application) > >In other words if you put '/' at the beginning its like going to the root >of >the drive. > >HTH, > >Andy > > > >On 7/11/06 3:12 PM, "s taylor" <staylor00(a)hotmail.com> wrote: > > > Thanks for your reply. > > > > I have 'write' permissions on the folder; enough that the file, > > 'Kernel-System-Stats-StateAction-2006-06.cache' was able to write to it >a > > few days ago. > > > > For the SysLog file in SysConfig, I have '/tmp/otrs.log' as the LogFile >name > > (using the default) which I'm ASSUMING that this implies that this >folder is > > located in the 'var' subdirectory. > > > > As another attempt, I manually created the 'otrs.log' file with 777 and > > placed it in '/tmp/otrs.log' (which is contained in 'var') subdir. I >logged > > in then out of a test account in order to generate a line entry in the >log. > > The 'System Log' on the web interface was updated, but nothing was >written > > to the 'otrs.log' file I created. > > > > Any ideas? > > > > Thanks. > > > > > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support orr consulting for your OTRS system? > > => http://www.otrs.com/ > >-- > > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support orr consulting for your OTRS system? >=> http://www.otrs.com/ ------------------------------ Message: 3 Date: Tue, 11 Jul 2006 22:22:33 +0200 From: jtown(a)eml.cc Subject: [otrs] Prevent user reopening a ticket To: otrs(a)otrs.org Message-ID: <1152649353.7328.265802431(a)webmail.messagingengine.com> Content-Type: text/plain; charset="iso-8859-1" Hello, I need to deploy a ticket system in two weeks so I have to quickly try the best alternatives, so please, forgive if the questions are too easy or have already been answered. The main question would be: Can I prevent that a user reopens a closed ticket? I'd need that the user could close itself its ticket for the case he is able to solve his problem, so I can't simply remove the status field from the interface. And a stupid question: when a user opens a ticket, he can choose the 'to' (I refer to the customer demo) field of the ticket, can't he? I'd need that the user could choose between two different kind of problems so I had thought to create two different account for them. Thanks in advance and sorry my English, Jean ------------------------------ Message: 4 Date: Tue, 11 Jul 2006 17:48:15 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: Re: [otrs] Prevent user reopening a ticket To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C0D994DF.1065%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="US-ASCII" On 7/11/06 4:22 PM, "jtown(a)eml.cc" <jtown(a)eml.cc> wrote: > Hello, > > I need to deploy a ticket system in two weeks so I have to quickly try > the best alternatives, so please, forgive if the questions are too easy > or have already been answered. > > The main question would be: Can I prevent that a user reopens a closed > ticket? I'd need that the user could close itself its ticket for the > case he is able to solve his problem, so I can't simply remove the > status field from the interface. Check the Queue Settings for "Follow Up Option" - for what you want, "reject" may be appropriate. > > And a stupid question: when a user opens a ticket, he can choose the > 'to' (I refer to the customer demo) field of the ticket, can't he? I'd > need that the user could choose between two different kind of problems > so I had thought to create two different account for them. > /bump > Thanks in advance and sorry my English, > > Jean > > _______________________________________________ > 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: 5 Date: Tue, 11 Jul 2006 17:51:14 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: RE: [otrs] How to CONVERT 'customers' into 'agents' or 'admins'? To: otrs(a)otrs.org Message-ID: <BAY104-F1796397EC1E981A8C686B9A1680(a)phx.gbl> Content-Type: text/plain; format=flowed Anyone? Thanks. ============================== >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 CONVERT 'customers' into 'agents' or 'admins'? >Date: Mon, 10 Jul 2006 16:30:07 -0400 > >Hello. > >1) How to convert 'customers' (signed up via customer.pl) into 'agents' >(move them into the 'users' table)? > >I'd like to find a way to have prospective agents to signup themselves with >the info provided in my customized 'customer.pl' form and then I, as >superadmin, give them full agent permissions. I would also want all of >their prior E-mail ticket correspondence history to go with them with the >move. > >2) What significance is the 'ro/rw' in the 'Admin Group' or 'FAQ Group' or >'Stats Group' or 'Users Group' when "CustomerGroupSupport" is activated? >If 'ro/rw' is checked for the 'Admin Group', would they be able to login >via the index.pl form? If so, what activities would they be able to do? > >Do folks really put those signed up via the customer.pl form into the >'Admin Group' shown in "CustomerGroupSupport" without first making them >full-fledged agents? If so, for what purpose or scenario? What >functions/activities can they really do with those limited permissions? > > >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/ ------------------------------ Message: 6 Date: Tue, 11 Jul 2006 17:51:43 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C0D995AF.106A%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="US-ASCII" What is the correct fix for this? I have a couple other systems but my management has asked for mysql5 testing. Is there a bug with DBI or the interaction of this perl script with mysql5? DBI::db=HASH(0x1a8a56c)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <DATA> line 225. OTRS 2.0.4 (tarball) Mysql 5.0.22 (binary from mysql.com) Mac OSX 10.4.7 SERVER Fink (Latest) Developer Tools (latest) Any help would be great! ------------------------------ Message: 7 Date: Tue, 11 Jul 2006 17:54:44 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: RE: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 To: otrs(a)otrs.org Message-ID: <BAY104-F30034669100E961995519CA1680(a)phx.gbl> Content-Type: text/plain; format=flowed See Bug# 1231 for attachment and comments. HTH. ============================= >From: Andy Lubel <andy.lubel(a)gtsi.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Subject: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 >Date: Tue, 11 Jul 2006 17:51:43 -0400 > >What is the correct fix for this? I have a couple other systems but my >management has asked for mysql5 testing. Is there a bug with DBI or the >interaction of this perl script with mysql5? > >DBI::db=HASH(0x1a8a56c)->disconnect invalidates 1 active statement handle >(either destroy statement handles or call finish on them before >disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <DATA> line 225. > >OTRS 2.0.4 (tarball) >Mysql 5.0.22 (binary from mysql.com) >Mac OSX 10.4.7 SERVER >Fink (Latest) >Developer Tools (latest) > > >Any help would be great! > >_______________________________________________ >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: 8 Date: Wed, 12 Jul 2006 00:05:11 +0200 From: jtown(a)eml.cc Subject: Re: [otrs] Prevent user reopening a ticket To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <1152655511.17638.265810211(a)webmail.messagingengine.com> Content-Type: text/plain; charset="iso-8859-1" Hi! On Tue, 11 Jul 2006 17:48:15 -0400, "Andy Lubel" <andy.lubel(a)gtsi.com> said: > > > > The main question would be: Can I prevent that a user reopens a closed > > ticket? I'd need that the user could close itself its ticket for the > > case he is able to solve his problem, so I can't simply remove the > > status field from the interface. > Check the Queue Settings for "Follow Up Option" - for what you want, > "reject" may be appropriate. > > Wouldn't that prevent that the user replies to the ticket while is opened? I'd like he could add notes or comments until I've had closed the ticket. Thanks again J ------------------------------ Message: 9 Date: Tue, 11 Jul 2006 21:24:33 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: [otrs] How can a CUSTOMER to update their info? To: otrs(a)otrs.org Message-ID: <BAY104-F6623B07A2EDDEE442E3FAA1690(a)phx.gbl> Content-Type: text/plain; format=flowed Hello. Is there a way for a customer to update their info? For example: I've added 'phone' and 'company' fields for "customer.pl". If either change, I'd like for that customer to update it...BUT I want the other fields to be READ-ONLY to the customer. Is this possible? Thanks in advance. ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 36, Issue 18 ************************************

1 0

RE: Change the length of Ticket ID
by Arif Hussain 12 Jul '06

12 Jul '06

Hi, I am new to Otrs and would like to start using it, but I cannot work out how to reduce the size of the ticket number. we would like it to be much smaller i.e 8-10 characters. Can anyone point me in the right direction Regards, ________________________________ From: otrs-bounces(a)otrs.org on behalf of otrs-request(a)otrs.org Sent: Wed 12/07/2006 02:24 To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 18 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Where do I find the system log? (Andy Lubel) 2. Re: Where do I find the system log? (s taylor) 3. Prevent user reopening a ticket (jtown(a)eml.cc) 4. Re: Prevent user reopening a ticket (Andy Lubel) 5. RE: How to CONVERT 'customers' into 'agents' or 'admins'? (s taylor) 6. Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 (Andy Lubel) 7. RE: Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 (s taylor) 8. Re: Prevent user reopening a ticket (jtown(a)eml.cc) 9. How can a CUSTOMER to update their info? (s taylor) ---------------------------------------------------------------------- Message: 1 Date: Tue, 11 Jul 2006 15:35:04 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: Re: [otrs] Where do I find the system log? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C0D975A8.105D%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="US-ASCII" If its entered as /tmp/otrs.log then its going to the root, not relative to where its called from.. If you wanted that relative then you want tmp/otrs.log. Mine is set to /opt/otrs/tmp/otrs.log but would also work if I did tmp/otrs.log (because /opt/otrs is my home directory and considered the root of the application) In other words if you put '/' at the beginning its like going to the root of the drive. HTH, Andy On 7/11/06 3:12 PM, "s taylor" <staylor00(a)hotmail.com> wrote: > Thanks for your reply. > > I have 'write' permissions on the folder; enough that the file, > 'Kernel-System-Stats-StateAction-2006-06.cache' was able to write to it a > few days ago. > > For the SysLog file in SysConfig, I have '/tmp/otrs.log' as the LogFile name > (using the default) which I'm ASSUMING that this implies that this folder is > located in the 'var' subdirectory. > > As another attempt, I manually created the 'otrs.log' file with 777 and > placed it in '/tmp/otrs.log' (which is contained in 'var') subdir. I logged > in then out of a test account in order to generate a line entry in the log. > The 'System Log' on the web interface was updated, but nothing was written > to the 'otrs.log' file I created. > > Any ideas? > > Thanks. > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > => http://www.otrs.com/ -- ------------------------------ Message: 2 Date: Tue, 11 Jul 2006 15:48:44 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: Re: [otrs] Where do I find the system log? To: otrs(a)otrs.org Message-ID: <BAY104-F333FEAF4B0260988A85D1DA1680(a)phx.gbl> Content-Type: text/plain; format=flowed That did it! I used the full path '/usr/.../otrs/var/tmp/otrs.log' and now the file has been created by the system (prior to this last test, I deleted the file I manually created) and is being updated with each syslog entry! Thanks, Andy! ======================================== >From: Andy Lubel <andy.lubel(a)gtsi.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] Where do I find the system log? >Date: Tue, 11 Jul 2006 15:35:04 -0400 > >If its entered as /tmp/otrs.log then its going to the root, not relative to >where its called from.. If you wanted that relative then you want >tmp/otrs.log. Mine is set to /opt/otrs/tmp/otrs.log but would also work if >I >did tmp/otrs.log (because /opt/otrs is my home directory and considered the >root of the application) > >In other words if you put '/' at the beginning its like going to the root >of >the drive. > >HTH, > >Andy > > > >On 7/11/06 3:12 PM, "s taylor" <staylor00(a)hotmail.com> wrote: > > > Thanks for your reply. > > > > I have 'write' permissions on the folder; enough that the file, > > 'Kernel-System-Stats-StateAction-2006-06.cache' was able to write to it >a > > few days ago. > > > > For the SysLog file in SysConfig, I have '/tmp/otrs.log' as the LogFile >name > > (using the default) which I'm ASSUMING that this implies that this >folder is > > located in the 'var' subdirectory. > > > > As another attempt, I manually created the 'otrs.log' file with 777 and > > placed it in '/tmp/otrs.log' (which is contained in 'var') subdir. I >logged > > in then out of a test account in order to generate a line entry in the >log. > > The 'System Log' on the web interface was updated, but nothing was >written > > to the 'otrs.log' file I created. > > > > Any ideas? > > > > Thanks. > > > > > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support orr consulting for your OTRS system? > > => http://www.otrs.com/ > >-- > > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support orr consulting for your OTRS system? >=> http://www.otrs.com/ ------------------------------ Message: 3 Date: Tue, 11 Jul 2006 22:22:33 +0200 From: jtown(a)eml.cc Subject: [otrs] Prevent user reopening a ticket To: otrs(a)otrs.org Message-ID: <1152649353.7328.265802431(a)webmail.messagingengine.com> Content-Type: text/plain; charset="iso-8859-1" Hello, I need to deploy a ticket system in two weeks so I have to quickly try the best alternatives, so please, forgive if the questions are too easy or have already been answered. The main question would be: Can I prevent that a user reopens a closed ticket? I'd need that the user could close itself its ticket for the case he is able to solve his problem, so I can't simply remove the status field from the interface. And a stupid question: when a user opens a ticket, he can choose the 'to' (I refer to the customer demo) field of the ticket, can't he? I'd need that the user could choose between two different kind of problems so I had thought to create two different account for them. Thanks in advance and sorry my English, Jean ------------------------------ Message: 4 Date: Tue, 11 Jul 2006 17:48:15 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: Re: [otrs] Prevent user reopening a ticket To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C0D994DF.1065%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="US-ASCII" On 7/11/06 4:22 PM, "jtown(a)eml.cc" <jtown(a)eml.cc> wrote: > Hello, > > I need to deploy a ticket system in two weeks so I have to quickly try > the best alternatives, so please, forgive if the questions are too easy > or have already been answered. > > The main question would be: Can I prevent that a user reopens a closed > ticket? I'd need that the user could close itself its ticket for the > case he is able to solve his problem, so I can't simply remove the > status field from the interface. Check the Queue Settings for "Follow Up Option" - for what you want, "reject" may be appropriate. > > And a stupid question: when a user opens a ticket, he can choose the > 'to' (I refer to the customer demo) field of the ticket, can't he? I'd > need that the user could choose between two different kind of problems > so I had thought to create two different account for them. > /bump > Thanks in advance and sorry my English, > > Jean > > _______________________________________________ > 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: 5 Date: Tue, 11 Jul 2006 17:51:14 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: RE: [otrs] How to CONVERT 'customers' into 'agents' or 'admins'? To: otrs(a)otrs.org Message-ID: <BAY104-F1796397EC1E981A8C686B9A1680(a)phx.gbl> Content-Type: text/plain; format=flowed Anyone? Thanks. ============================== >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 CONVERT 'customers' into 'agents' or 'admins'? >Date: Mon, 10 Jul 2006 16:30:07 -0400 > >Hello. > >1) How to convert 'customers' (signed up via customer.pl) into 'agents' >(move them into the 'users' table)? > >I'd like to find a way to have prospective agents to signup themselves with >the info provided in my customized 'customer.pl' form and then I, as >superadmin, give them full agent permissions. I would also want all of >their prior E-mail ticket correspondence history to go with them with the >move. > >2) What significance is the 'ro/rw' in the 'Admin Group' or 'FAQ Group' or >'Stats Group' or 'Users Group' when "CustomerGroupSupport" is activated? >If 'ro/rw' is checked for the 'Admin Group', would they be able to login >via the index.pl form? If so, what activities would they be able to do? > >Do folks really put those signed up via the customer.pl form into the >'Admin Group' shown in "CustomerGroupSupport" without first making them >full-fledged agents? If so, for what purpose or scenario? What >functions/activities can they really do with those limited permissions? > > >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/ ------------------------------ Message: 6 Date: Tue, 11 Jul 2006 17:51:43 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C0D995AF.106A%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="US-ASCII" What is the correct fix for this? I have a couple other systems but my management has asked for mysql5 testing. Is there a bug with DBI or the interaction of this perl script with mysql5? DBI::db=HASH(0x1a8a56c)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <DATA> line 225. OTRS 2.0.4 (tarball) Mysql 5.0.22 (binary from mysql.com) Mac OSX 10.4.7 SERVER Fink (Latest) Developer Tools (latest) Any help would be great! ------------------------------ Message: 7 Date: Tue, 11 Jul 2006 17:54:44 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: RE: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 To: otrs(a)otrs.org Message-ID: <BAY104-F30034669100E961995519CA1680(a)phx.gbl> Content-Type: text/plain; format=flowed See Bug# 1231 for attachment and comments. HTH. ============================= >From: Andy Lubel <andy.lubel(a)gtsi.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Subject: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 >Date: Tue, 11 Jul 2006 17:51:43 -0400 > >What is the correct fix for this? I have a couple other systems but my >management has asked for mysql5 testing. Is there a bug with DBI or the >interaction of this perl script with mysql5? > >DBI::db=HASH(0x1a8a56c)->disconnect invalidates 1 active statement handle >(either destroy statement handles or call finish on them before >disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <DATA> line 225. > >OTRS 2.0.4 (tarball) >Mysql 5.0.22 (binary from mysql.com) >Mac OSX 10.4.7 SERVER >Fink (Latest) >Developer Tools (latest) > > >Any help would be great! > >_______________________________________________ >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: 8 Date: Wed, 12 Jul 2006 00:05:11 +0200 From: jtown(a)eml.cc Subject: Re: [otrs] Prevent user reopening a ticket To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <1152655511.17638.265810211(a)webmail.messagingengine.com> Content-Type: text/plain; charset="iso-8859-1" Hi! On Tue, 11 Jul 2006 17:48:15 -0400, "Andy Lubel" <andy.lubel(a)gtsi.com> said: > > > > The main question would be: Can I prevent that a user reopens a closed > > ticket? I'd need that the user could close itself its ticket for the > > case he is able to solve his problem, so I can't simply remove the > > status field from the interface. > Check the Queue Settings for "Follow Up Option" - for what you want, > "reject" may be appropriate. > > Wouldn't that prevent that the user replies to the ticket while is opened? I'd like he could add notes or comments until I've had closed the ticket. Thanks again J ------------------------------ Message: 9 Date: Tue, 11 Jul 2006 21:24:33 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: [otrs] How can a CUSTOMER to update their info? To: otrs(a)otrs.org Message-ID: <BAY104-F6623B07A2EDDEE442E3FAA1690(a)phx.gbl> Content-Type: text/plain; format=flowed Hello. Is there a way for a customer to update their info? For example: I've added 'phone' and 'company' fields for "customer.pl". If either change, I'd like for that customer to update it...BUT I want the other fields to be READ-ONLY to the customer. Is this possible? Thanks in advance. ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 36, Issue 18 ************************************

1 0

MX Record
by Yosua W 12 Jul '06

12 Jul '06

Please tell me more about MX Record meanings, and its functions. Why, if CheckMxRecord is active (1), cause error (email not send), if the computer only connect to LAN?

1 0

FW: [otrs]Search on FAQ
by Mamakwa M. Sefiri 12 Jul '06

12 Jul '06

I have put in FAQ on the OTRS on when I try to search it does not give any results Please advise _____ From: Mamakwa M. Sefiri Sent: 10 July 2006 04:10 PM To: User questions and discussions about OTRS.org Subject: [otrs] FAQ Please advice, I can't search on FAQ Thanks MAmakwa _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

1 0

How can a CUSTOMER to update their info?
by s taylor 12 Jul '06

12 Jul '06

Hello. Is there a way for a customer to update their info? For example: I've added 'phone' and 'company' fields for "customer.pl". If either change, I'd like for that customer to update it...BUT I want the other fields to be READ-ONLY to the customer. Is this possible? Thanks in advance.

1 0

Debugging OTRS
by Braun Brelin 11 Jul '06

11 Jul '06

Hello all, Is there a way of using the Perl debugger with OTRS? Adding the -d switch to the first line in index.pl doesn't seem to work. I'm trying to fix a bug in OTRS but just using print statements is really slowing me down. Braun

6 13

How to CONVERT 'customers' into 'agents' or 'admins'?
by s taylor 11 Jul '06

11 Jul '06

Hello. 1) How to convert 'customers' (signed up via customer.pl) into 'agents' (move them into the 'users' table)? I'd like to find a way to have prospective agents to signup themselves with the info provided in my customized 'customer.pl' form and then I, as superadmin, give them full agent permissions. I would also want all of their prior E-mail ticket correspondence history to go with them with the move. 2) What significance is the 'ro/rw' in the 'Admin Group' or 'FAQ Group' or 'Stats Group' or 'Users Group' when "CustomerGroupSupport" is activated? If 'ro/rw' is checked for the 'Admin Group', would they be able to login via the index.pl form? If so, what activities would they be able to do? Do folks really put those signed up via the customer.pl form into the 'Admin Group' shown in "CustomerGroupSupport" without first making them full-fledged agents? If so, for what purpose or scenario? What functions/activities can they really do with those limited permissions? Thanks in advance.

1 1

How to MAP a drop-down box for 'customer.pl'?
by s taylor 11 Jul '06

11 Jul '06

Hello. How can I map a drop-down box for 'customer.pl'? FROM: ==== <input type="text" name="state" value="$QData{"UserState"}" size="2" maxlength="2"> TO: === <select name="state" size=1 maxlength=40 width=15> <option VALUE="" selected>Select a State <option VALUE="AL">Alabama <option VALUE="AK">Alaska <option VALUE="AZ">Arizona etc. How to incorporate this: ~~~~~~~~~~` value="$QData{"UserState"}" ~~~~~~~~~~` which is used in the <input...> statement??? Thanks in advance.

2 2

Clarification required about Internal Note, External Note and Note Report
by Prafulla Kumar H.S. 11 Jul '06

11 Jul '06

Hi, 1. While closing a call there is an option for selecting Internal Note, External Note and Report. I am not able understand exactly how to make use of this functionality. I request some to tell me about the difference between each one of them. 2. After closing a ticket, is it possible to send the contents recorded in "text area" of closing ticket menu to requester, agent and queue owner. Regards, Prafulla Kumar

2 1

Still Need Help
by Aaron Blackwell 11 Jul '06

11 Jul '06

Ok guys i still need some help on this, i need otrs to read the customer number from the subject line of the email via pop on the windows platfor. i know it has to be done via the pop filtering but what do i need to put in and where in that page. Thanks for the help, i need it badly. _________________________________________________________________ Dont just search. Find. Check out the new MSN Search! http://search.msn.click-url.com/go/onm00200636ave/direct/01/

2 1

FAQ
by Mamakwa M. Sefiri 10 Jul '06

10 Jul '06

Please advice, I can't search on FAQ Thanks MAmakwa

1 0

Database upgrade 1.2.4 to 2.0.4
by Dave Owen 10 Jul '06

10 Jul '06

Hi there, I have done a new installation of version 2.0.4 and imported a database from version 1.2.4. I ran DBUpdate-to-2.0.mysql.sql and it mostly worked, except for this: There are no queues shown in the "From:" menu when I compose a new message and I can't edit queues. I get the following errors: -------------------------------- Found no $ID for 5! -------------------------------- Unknown column 'q.default_sign_key' in 'field list', SQL: 'SELECT q.name, q.group_id, q.unlock_timeout, q.system_address_id, q.salutation_id, q.signature_id, q.comments, q.valid_id, q.escalation_time, q.follow_up_id, q.follow_up_lock, sa.value0, sa.value1, q.id, q.move_notify, q.state_notify, q.lock_notify, q.owner_notify, q.default_sign_key FROM queue q, system_address sa WHERE q.system_address_id = sa.id AND q.id = 5' -------------------------------- Any help much appreciated. Dave Owen

1 0

ERROR: "DBI::db=HASH(0x8615e80)->disconnect invalidates...Kernel/System/DB.pm"
by s taylor 07 Jul '06

07 Jul '06

Hello. What is this error and how to correct it? It shows up in the error logs upon loading customer.pl or index.pl. I created a bug report since I've seen this in the mailing list twice (May 2006; 2 different people) without an answer. I think it may be interfering with a customization I'm working on. Upon loading index.pl: ~~~~~~~~~~~~~~~~~~ index.pl: DBI::db=HASH(0x8640064)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /usr/opt/public_html/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 219. ~~~~~~~~~~~~~~~~~~ Upon loading customer.pl: ~~~~~~~~~~~~~~~~~~ customer.pl: DBI::db=HASH(0x8615e80)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /usr/opt/public_html/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 219. ~~~~~~~~~~~~~~~~~~ Thanks.

4 4

More Pop Filtering
by Aaron Blackwell 07 Jul '06

07 Jul '06

Thanks for the help, i know however that it would be in pop filtering, but what Header Value should i select for match and set (X-OTRS-CustomerNO)? and what value should i use to do this. I appreciate the Help _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today - it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/

1 0

Fetchmail not working
by Joe Fusco 07 Jul '06

07 Jul '06

I have an IMAP mailbox that I'm trying to pull mail from. I was originally using a Windows host but switched to Linux (Fedora Core 5) when I discovered that OTRS under Windows cannot retrieve mail from an IMAP mailbox. I have the system set up and sending mail just fine. I edited the example IMAP fetch line in .fetchmailrc to: poll [mailserver] protocol IMAP port 993 plugin "openssl s_client -connect %h:%p" user helpdesk pass [pwd] is helpdesk here (the elements in [] were removed for security) I have helpdesk set up as a user in OTRS. When I try to run fetchmail -a, as it says in the OTRS documentation, I receive the following: gethostbyname failed for static-host Name or service not knownCannot find my own host in hosts database to qualify it! Trying to continue with unqualified hostname. DO NOT report broken Received: headers, HELO/EHLO lines or similar problems! DO repair your /etc/hosts, DNS, NIS or LDAP instead. fetchmail: no mailservers have been specified. The documentation says "a working SMTP configuration on the OTRS machine is required." Could that be my problem? How do I tell if I have a working SMTP configuration or not? If that's not my problem, does anyone have any suggestions? Also, would it be better to pull mail from my hosted Exchange server or set up the OTRS host as a mail server as well and just grab mail directly? Any help/advice is appreciated. ====================== Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 Cell: 405.612.8040 PLEASE NOTE NEW EMAIL ADDRESS 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

Ms Exchange SMTP
by Sid 07 Jul '06

07 Jul '06

Hi, I've configured my otrs 2.04 like this : One debian server with otrs and postfix as mail system. All users have windows and use MS exchange 2000. To make work email-creating tickets, I've set mail system (Exchange) to check our dns first. I've created a dns zone and a mx record for my otrs server. It worked fine. But today, some users can't send mail to some users. We must deliver directly to the smtp server of our provider. Email creating ticket doesn't work anymore because smtp and dns provider can't resolve my otrs domain. Can you tell how can I setup mail system (postfix) to collaborate with exchange, goal is users send a mail to a mailbox (or a contact) and a ticket is created ? Thanks You ! Olivier

1 0

beginners question
by Herbert Mueller 07 Jul '06

07 Jul '06

hallo I just start using otrs when ever I try to compose an email-answer and klick on "empty answer" I get this default "from field" shown in the attchement, that produces an error. Where can I change the default from field? in the admin area "email adresses" I could not delete or replace this default adress where can one change the different default adresses Greetings Herbert Mueller ------------------------------ Dr.Herbert Mueller Physikdepartment Z30 85748 Garching Tel 089 289 12391 FAX 089 289 12296

2 2

how to configer pop3
by Herbert Mueller 07 Jul '06

07 Jul '06

hallo can someone help me how can one setup nonstandard ports for the pop server how to configer ssl settings for secure pop thanks in advance Gruss Herbert Mueller ------------------------------ Dr.Herbert Mueller Physikdepartment Z30 85748 Garching Tel 089 289 12391 FAX 089 289 12296

1 0

Mail Filtering on windows otrs 2.0
by Aaron Blackwell 07 Jul '06

07 Jul '06

Is there a way to filter mail on windows otrs 2.0 via the subject line. I want to have customers be able to put their customer number in the subject line and it tag it reguardless of their email address. _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today - it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/

3 2

RE: [otrs] Backup
by Mamakwa M. Sefiri 07 Jul '06

07 Jul '06

Can some please advise me, I need to do backup on the system and I do not know how or where to start. I tried using the OTRS backup, the backup.pl but it does not work please help me Thanks -----Original Message----- From: Mamakwa M. Sefiri Sent: 19 May 2006 08:46 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Backup Yes I did -----Original Message----- From: Richard Hinkamp - BeSite [mailto:richard@besite.nl] Sent: 19 May 2006 08:12 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Backup So did you create /backup? (not /opt/otrs/scripts/backup!) Richard Mamakwa M. Sefiri wrote: > I am running otrs on SUSE Linux. _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/

2 1

Always BCC an address when replying to a customer
by Wes Plate 06 Jul '06

06 Jul '06

We have set up a gmail account for storing ticket emails sent from users, it is a really great way to search old tickets. But I'd like to also send our responses (automatically) to this gmail account, how can I set it up so that this address is ALWAYS BCCed in our reponses to customers? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

4 6

RE: [otrs] Go directly to OTRS - Apache help needed
by Seigafuse, Mike 06 Jul '06

06 Jul '06

Did you try using the index.html found at /opt/otrs/var/httpd/htdocs (at least it is there in 1.3) by placing that at your web document root? Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Joe Fusco Sent: Thursday, July 06, 2006 12:42 PM To: otrs(a)otrs.org Subject: [otrs] Go directly to OTRS - Apache help needed Still trying to get everything set up on Fedora Core 5. If I go to http://10.x.y.z/otrs/index.pl, OTRS comes up fine. I know I can set my DNS record for helpdesk.doman.com to http://255.255.255.255/otrs/index.pl but I'm trying to set it so that when I go to http://10.x.y.z or http://server.domain.com Apache brings up OTRS by default. I tried editing the /etc/httpd/httpd.conf file and setting the following: DocumentRoot "/opt/otrs/var/httpd/htdocs/" and <Directory "/opt/otrs/var/httpd/htdocs/"> I have also tried DocumentRoot "/opt/otrs/bin/cgi-bin/" and <Directory "/opt/otrs/bin/cgi-bin/"> With either option, I get a text file spit at me. Am I setting the wrong options or am I setting the options wrong? Thanks ====================== Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 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. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? =http://www.otrs.com/ This email 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

Go directly to OTRS - Apache help needed
by Joe Fusco 06 Jul '06

06 Jul '06

Still trying to get everything set up on Fedora Core 5. If I go to http://10.x.y.z/otrs/index.pl, OTRS comes up fine. I know I can set my DNS record for helpdesk.doman.com to http://255.255.255.255/otrs/index.pl but I'm trying to set it so that when I go to http://10.x.y.z or http://server.domain.com Apache brings up OTRS by default. I tried editing the /etc/httpd/httpd.conf file and setting the following: DocumentRoot "/opt/otrs/var/httpd/htdocs/" and <Directory "/opt/otrs/var/httpd/htdocs/"> I have also tried DocumentRoot "/opt/otrs/bin/cgi-bin/" and <Directory "/opt/otrs/bin/cgi-bin/"> With either option, I get a text file spit at me. Am I setting the wrong options or am I setting the options wrong? Thanks ====================== Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 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

Problem in otrs.conf
by Joe Fusco 06 Jul '06

06 Jul '06

I'm using Fedora Core 5 and have installed the otrs rpm. The included readme says install the rpm, restart apache, and launch the web configuration. Apache still won't start. When I rename the /etc/conf.d/otrs.conf file, httpd starts just fine. That tells me the problem is in the otrs.conf file... but where? I'm not getting any feedback, other than a warning about a useless use of AllowOverride, that tells me where the problem might be. ANY help is appreciated. Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 Cell: 405.612.8040 PLEASE NOTE NEW EMAIL ADDRESS 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

problem with exim (pipe transport)
by Viktor V Kudlak 06 Jul '06

06 Jul '06

How to fix this problem? 2006-07-06 16:51:32 1FyTD0-0003cl-Q6 == |/usr/share/otrs/bin/PostMaster.pl <support(a)kentos.ru> R=virtual_aliases T=address_pipe defer (0): Child process of address_pipe transport returned 75 (could mean temporary error) from command: /usr/share/otrs/bin/PostMaster.pl -- Best regards, MEGAnet MEGAnet(a)NWGSM.ru Phone: +7(921)972-1695, +7(911)218-5266 __ Debian GNU/Linux Sarge 3.1 __ http://www.WriteX.ru :: Тексты для сайтов и не только http://www.MEGAnet.org.ru :: Разработка Интернет сайтов http://www.KENTOS.ru :: Здесь еще не все, тебе еще хватит места для хостинга

1 0

otrs wont send email
by Stephen Gebbie 06 Jul '06

06 Jul '06

hi have just installed otrs & it doesnt send out mails. nothing on receipt of a new ticket & nothing when i send a mail from the ticket interface. tha log file doesnt show anything: newstage# more /tmp/otrs.log [Thu Jul 6 02:49:43 2006][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2006070610000027/t2] created (TicketID=33,Queue=Raw,Priority=3 normal,State =new) [Thu Jul 6 02:49:43 2006][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'xx.xx(a)xx.com' from 'OTRS System <otrs(a)xxx.eng>'. HistoryType => SendAutoReply, Subject => Re: [Ticket#2006070610000027] t2; [Thu Jul 6 02:49:43 2006][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2006070610000027] (TicketID =33, ArticleID=61) to 'xxx.xxx(a)xx.com'. can anyone suggest any tweaks to either get the log dumping more so i can see is sendmail is failing or otrs is failing thanks

2 1

RE: [otrs] Problem in otrs.conf
by Peter van Beugen 06 Jul '06

06 Jul '06

Did you correct te lines in: /etc/httpd/conf.d/otrs.conf ?? PerlModule Apache ==> Apache2 PerlInitHandler Apache ==> Apache2 Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Joe Fusco Verzonden: woensdag 5 juli 2006 22:40 Aan: otrs(a)otrs.org Onderwerp: [otrs] Problem in otrs.conf I'm using Fedora Core 5 and have installed the otrs rpm. The included readme says install the rpm, restart apache, and launch the web configuration. Apache still won't start. When I rename the /etc/conf.d/otrs.conf file, httpd starts just fine. That tells me the problem is in the otrs.conf file... but where? I'm not getting any feedback, other than a warning about a useless use of AllowOverride, that tells me where the problem might be. ANY help is appreciated. Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 Cell: 405.612.8040 PLEASE NOTE NEW EMAIL ADDRESS 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. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? =http://www.otrs.com/

2 1

OTRS vs Apache - The continuing saga
by Joe Fusco 05 Jul '06

05 Jul '06

I went into the httpd.conf file and added the line ServerName 10.1.1.X:80 and it got rid of the "could not determine the FQDN..." error but httpd is still failing. Any suggestions? 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.

1 0

FW: OTRS Killed Apache
by Joe Fusco 05 Jul '06

05 Jul '06

Okay, I found the OTRS config file. I didn't see that line so I added it... still didn't help. Any other suggestions? Thanks, Joe -----Original Message----- From: Joe Fusco Sent: Wednesday, July 05, 2006 2:08 PM To: 'otrs(a)otrs.org' Subject: RE: OTRS Killed Apache Tom, Thanks for the reply. I was able to locate the Apache/httpd config file in etc/httpd/ but still am unable to locate the OTRS config files. What directory are they in? Thanks, Joe Fusco ------------------------------ Message: 6 Date: Wed, 5 Jul 2006 14:11:40 -0400 From: "Tom French" <tfrench(a)deicorp.net> Subject: RE: [otrs] OTRS killed Apache To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <1C98A20ED9DD62438E02555BC0AE81433B863A(a)SERVER5.internal.deicorp.net> Content-Type: text/plain; charset="iso-8859-1" Joe, Look here and change the FQDN: OTRS-->otrs-->Kernel file config.pl $Self->{'FQDN'} = 'server1'; Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 (407) 678-3388 ext. 208 www.deicorp.net <https://webmail.internal.deicorp.net/exchweb/bin/redir.asp?URL=http://w ww.deicorp.net/> ________________________________ From: otrs-bounces(a)otrs.org on behalf of Joe Fusco Sent: Wed 7/5/2006 1:06 PM To: otrs(a)otrs.org Subject: [otrs] OTRS killed Apache I'm a relative neophyte with Linux. I installed Fedora Core 5 on a system and was able to get to the Apache test page. I downloaded the RPM for OTRS and ran it. After it installed, I restarted Apache and received the following: Starting httpd: [date & time] [warn] useless use of AllowOverride in line 19 httpd: apr_sockaddr_info_get() failed for static-host httpd: could not reliably determine the server's fully qualified domain name, using 127.0.0.1 for ServerName And the http daemon fails. I can't even figure out where OTRS installed and can't for the life of me remember where the Apache/httpd config files are stored. Can anyone help get me started? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 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.

1 0

RE: OTRS Killed Apache
by Joe Fusco 05 Jul '06

05 Jul '06

Tom, Thanks for the reply. I was able to locate the Apache/httpd config file in etc/httpd/ but still am unable to locate the OTRS config files. What directory are they in? Thanks, Joe Fusco ------------------------------ Message: 6 Date: Wed, 5 Jul 2006 14:11:40 -0400 From: "Tom French" <tfrench(a)deicorp.net> Subject: RE: [otrs] OTRS killed Apache To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <1C98A20ED9DD62438E02555BC0AE81433B863A(a)SERVER5.internal.deicorp.net> Content-Type: text/plain; charset="iso-8859-1" Joe, Look here and change the FQDN: OTRS-->otrs-->Kernel file config.pl $Self->{'FQDN'} = 'server1'; Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 (407) 678-3388 ext. 208 www.deicorp.net <https://webmail.internal.deicorp.net/exchweb/bin/redir.asp?URL=http://w ww.deicorp.net/> ________________________________ From: otrs-bounces(a)otrs.org on behalf of Joe Fusco Sent: Wed 7/5/2006 1:06 PM To: otrs(a)otrs.org Subject: [otrs] OTRS killed Apache I'm a relative neophyte with Linux. I installed Fedora Core 5 on a system and was able to get to the Apache test page. I downloaded the RPM for OTRS and ran it. After it installed, I restarted Apache and received the following: Starting httpd: [date & time] [warn] useless use of AllowOverride in line 19 httpd: apr_sockaddr_info_get() failed for static-host httpd: could not reliably determine the server's fully qualified domain name, using 127.0.0.1 for ServerName And the http daemon fails. I can't even figure out where OTRS installed and can't for the life of me remember where the Apache/httpd config files are stored. Can anyone help get me started? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 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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OTRS killed Apache
by Joe Fusco 05 Jul '06

05 Jul '06

I'm a relative neophyte with Linux. I installed Fedora Core 5 on a system and was able to get to the Apache test page. I downloaded the RPM for OTRS and ran it. After it installed, I restarted Apache and received the following: Starting httpd: [date & time] [warn] useless use of AllowOverride in line 19 httpd: apr_sockaddr_info_get() failed for static-host httpd: could not reliably determine the server's fully qualified domain name, using 127.0.0.1 for ServerName And the http daemon fails. I can't even figure out where OTRS installed and can't for the life of me remember where the Apache/httpd config files are stored. Can anyone help get me started? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 Cell: 405.612.8040 PLEASE NOTE NEW EMAIL ADDRESS 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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SV: SV: [otrs] Sending notification to End user (customer)when ticketis moved to new queue
by Roy Andre Tollefsen 05 Jul '06

05 Jul '06

>>You have to turn on the sending of this Notification (note: it's no >>auto-answer) within the queue you move the ticket -in-. >>In German, the queue-specific parameter is called "Kundeninfo >>Verschieben" (sorry, English translation is disabled on our >>OTRS-installation). >>Now, I think you get the setting you are seeking for. That's exactly what we were looking for! Vielen Dank! Regards, Roy Andre Norway

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SV: [otrs] Sending notification to End user (customer) when ticketis moved to new queue
by Roy Andre Tollefsen 05 Jul '06

05 Jul '06

Roy Andre Tollefsen wrote: > We have studied the Notifications (System -> Notification Management) > but although the text for example nb_NO::Customer::QueueUpdate is fine > it doesn't send out any email when the ticket is moved. Alex replied: jfyi: The move-notification must be set on the queue the ticket is moved to, not the queue the ticket was moved out. We have created an auto-answer (Type: Auto Reply) and set this up in both the queue the ticket was moved from and move to (added in the "Autoanswer <-> Queues). The customers get an Auto Reply when they send in a ticket for the first time to the OurDefaultQueue::Incoming-queue so the reply-feature at least work a bit. We're not quite sure how the "Messages Administation" affects this though.. Cheers, Roy Andre

2 1

Changing new ticket Form
by Priyadarsan Roy 05 Jul '06

05 Jul '06

Hi all, My company boss would like to have the New Ticket Form from the customer log in,in such a way that he gets a drop down menu for the subject field. With values "Hardware" "Software" etc. Any directions on which file I should start with will be helpful. Thanks, PD

2 3

Sending notification to End user (customer) when ticket is moved to new queue
by Roy Andre Tollefsen 05 Jul '06

05 Jul '06

Hi. As mentioned in the subject we would like to let OTRS automaticly send a notification email to the customer when we move the ticket to another queue (for example 2.level support). We have studied the Notifications (System -> Notification Management) but although the text for example nb_NO::Customer::QueueUpdate is fine it doesn't send out any email when the ticket is moved. -- Regards, Roy Andre

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More information for one specific queue
by Guillaume Rehm 05 Jul '06

05 Jul '06

Hi all, Is it possible tout add one dropdown list to choose wich computer just for 1 specific queue. I have a queue called servers. In this queue I want to be able to add a dropdown list to specify the server name. Is it possible ? Thanks in advance and Best Regards, -- Guillaume REHM Service Informatique Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Query about interfacing OTRS with E-mail System
by Prafulla Kumar H.S. 05 Jul '06

05 Jul '06

Hi, Currently in our company, the customers are sending their request to an id that is Helpdesk. This id is used to receive other e-mails from external suppliers and to receive generic queries from customers also. I have integrated this id with OTRS through POP3 feature and noticed that OTRS started creating tickets for each and every mail landing on Helpdesk id. Some times some of the mails may be just Thank you type of mails. To avoid this, I thought of creating some id such as HelpdeskTicketingSystem or something like that and push only relevant mails from Helpdesk id to the above mentioned id. If this method is opted, then OTRS creates the tickets in the name of Helpdesk but not in the name of customers. At the moment, I am not in a position to throw open Web interface to customers as most of the calls are coming through telephone and only some calls which contain lot of details are coming through e-mails. I am looking for help to overcome this situation. Thanks and Regards, Prafulla Kumar

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Error downloading emails
by b.v.weert＠valbosoft.com 04 Jul '06

04 Jul '06

Hello, since a few days I'm getting the following error message, and no emails are downloaded from the pop account: [Error][Kernel::System::Ticket::TicketCreate][Line:396]: Duplica te entry '1688' for key 1, SQL: 'INSERT INTO ticket (tn, title, create_time_unix, queue_id, ticket_lock_id , user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, escalation_start_time, timeou t, valid_id, create_time, create_by, change_time, change_by) VALUES ('2006070410000058', '*****SPAM***** Fwd: hi!', 1151977810, 5, 1, 1, 1, 3, 1, 0, 1151977810, 0, 1, current_timestamp, 1, current_timestamp, 1)' Jul 4 03:50:10 linux OTRS-PM3-10[16148]: [Error][Kernel::System::Ticket::TicketCreate][Line:436]: create db record failed!!! Jul 4 03:50:10 linux OTRS-PM3-10[16148]: [Error][Kernel::System::Ticket::Article::ArticleCreate][Line:84] : Need TicketID! Jul 4 03:50:11 linux OTRS-PM3-10[16148]: [Error][Kernel::System::Ticket::StateSet][Line:2687]: Need Ticke tID! Jul 4 03:50:11 linux OTRS-PM3-10[16148]: [Error][Kernel::System::PostMaster::NewTicket::Run][Line:236]: C an't process email with MessageID <<E0A4nm6-0175Yt-00(a)mail.nitros2.org>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Any suggestions to get otrs back on track again? Saludos, Bo van Weert tel. 902 014 180 (00 34) 96 393 19 77 fax. 96 360 69 13 http://www.valbosoft.com soporte técnico: soporte(a)valbosoft.com

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RE: [otrs] ticket visibility
by Alan McKeown 03 Jul '06

03 Jul '06

Hi, Thanks for that. I have tried the search as you have suggested and it works but is there an 'icon' that can be used instead which knows who is logged on and searches accordingly 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 Bipin Sent: 03 July 2006 15:28 To: User questions and discussions about OTRS.org Subject: Re: [otrs] ticket visibility Alan McKeown wrote: > > Hi, > > I have been opening and creating tickets for customers. I have today > closed some tickets, how can I view a list of all closed tickets as > the administrator. > > > > 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* <http://www.joraph.com/>, > (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/ Hi You can use the search option to found the desired status tickets regards -- ___________________________ Bipin Das Linux Administrator, Spectrum Softtech Solutions, Mahakavi G Road,Cochin. _______________________________________________ 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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ticket visibility
by Alan McKeown 03 Jul '06

03 Jul '06

Hi, I have been opening and creating tickets for customers. I have today closed some tickets, how can I view a list of all closed tickets as the administrator. 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.

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Notification Related Issue
by Prafulla Kumar H.S. 03 Jul '06

03 Jul '06

Hi, I have configured OTRS to receive tickets through Helpdesk Queue. When ever new ticket lands on this queue, all the members of this queue should receive notification. Currently, I am noticing that only one member in the list is getting notification. I am looking for some help to overcome this problem. Regards, Prafulla Kumar

2 1

Agent LDAP authentication
by Priyadarsan Roy 03 Jul '06

03 Jul '06

Hi all, I have successfully made the customers to be authenticated via LDAP. Now I would like to have the Agent authentication also to be done through the LDAP. My Config.pm looks like this . Cold some one point how I can start doing the Agent authentication also through my LDAP. PD ********************* Begin Congig.pm********************************** package Kernel::Config; # -- sub Load { my $Self = shift; $Self->{DatabaseHost} = 'localhost'; # Database # (The database name.) $Self->{Database} = 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = '************'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; $Self->{Home} = '/usr/share/otrs'; $Self->{CustomerUser} = { Name => 'COMAT LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '192.168.100.160', # ldap base dn BaseDN => 'ou=people,dc=comat,dc=com', # search scope (one|sub) SSCOPE => 'sub', AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # SourceCharset => ?utf-8?, # DestCharset => ?iso-8859-1?, # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, CustomerKey => 'uid', # customer # CustomerID => 'uid', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 1000, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => ?(!(description=gesperrt))?, # admin can?t change customer preferences AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-[ ?UserSalutation?, ?Title?, ?title?, 1, 0, ?var?, ?, 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'uid', 0, 1, 'var', '', 0 ], # [ ?UserCustomerIDs?, ?CustomerIDs?, ?second_customer_ids?, 1, 0, ?var?, ?, 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postalAddress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.100.160'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=people,dc=comat,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # for ldap posixGroups objectclass (just uid) $Self->{'AuthModule::LDAP::UserAttr'} = 'uid'; # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Agent::AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'Agent::AuthModule::LDAP::Host'} = '192.168.100.160'; $Self->{'Agent::AuthModule::LDAP::BaseDN'} = 'ou=people,dc=comat,dc=com'; $Self->{'Agent::AuthModule::LDAP::UID'} = 'uid'; # for ldap posixGroups objectclass (just uid) $Self->{'Agent::AuthModule::LDAP::UserAttr'} = 'uid'; # Customer Authentication $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.100.160'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=people,dc=comat,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = ''; # $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; # $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsCustomer'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'uid'; # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.16 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; *******************End Cofig.pm*****************************************

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Re: Re: Ticket view - Flat rather than threade
by Jennifer Valdez 03 Jul '06

03 Jul '06

Changing the Ticket::Frontend::ZoomExpand works really well (Great tip!!), but is there a way to strip out the otrs-generated replies (e.g. "Thanks for your e-mail. A new ticket has been created.")? It would be nice to see only the customer and user input. Thanks, Jennifer > > "Alexander Scholler" <alexander.scholler(a)augsburg.de> wrote in message > news:44A4B04B.5050700@augsburg.de... > >> Hi, >> >> Des Quinn schrieb: >> >>> Hi, >>> >>> In 1.3 when I was viewing tickets in the Agent view all the responses >>> were in a Flat view as opposed to the Threaded view that you get with v2. >>> Is there a parameter that can be changed so that I can have this >>> behaviour again. When I zoom in on a ticket I want to be able to read all >>> the content on that ticket in one long page rather than clicking on all >>> the entries. I >>> >> Ticket::Frontend::ZoomExpand >> >> >>> know I cant get the print layout but it keeps asking me for a printer to >>> print to :( >>> >> I searched for the Javascript-print-command and disabled it within the >> sourcecode. The feature of disabling the print dialog via sysconfig would >> be nice for further versions of OTRS. >> >> >>> appreciate any help >>> >>> >>> Regards >>> >>> Des Quinn >>> Equinox Consulting >>> www.equinox-consulting.co.uk >>> >> Bye, Alex >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support orr consulting for your OTRS system? >> => http://www.otrs.com/ >> >>

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Creating New Tickets
by Mike Morton 30 Jun '06

30 Jun '06

Hi there - I am just new to the system - and after going through the demo, it looks pretty good! I have looked at many PHP specific help desks, and while they have the features I am looking for, the support is, shall we say, a bit lacking! So, after seeing that there is an active mailing list for this solution, I am very happy! :) Enough ego stroking. I took a peek at the documentation and the archives, and I could not find a quick answer to this, and no search feature for the archives. I am looking for a way to have a ticket created directly from my own web based form. With other ticketing solutions, I have had to post the form to an email, which was them imported as a ticket. The problem with that has been getting the proper email address for the customer into the ticket. Other solutions seem to take mail headers other than the "From:" header as the email address, and they automatically set statuses and such. I am looking for a way of getting more control over that process. I want to determine status by a subject selected by the customer, set priority by information entered into the form, etc. So, bottom line, is there any kind of API for creating a ticket from another form external to the OTRS system? Or even an architecture document for how a ticket is created (short of browsing the code, I am not so hot on perl, and frankly there is not time in the budget to figure out all of those details.) If someone could point me in the direction, I am sure that this is something that has at least been discussed before.. :) TIA! -- Cheers Mike Morton **************************************************** * * Tel: 905-465-1263 * Email: mike(a)webtraxx.com * ****************************************************

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Ticket view - Flat rather than threade
by Des Quinn 30 Jun '06

30 Jun '06

Hi, In 1.3 when I was viewing tickets in the Agent view all the responses were in a Flat view as opposed to the Threaded view that you get with v2. Is there a parameter that can be changed so that I can have this behaviour again. When I zoom in on a ticket I want to be able to read all the content on that ticket in one long page rather than clicking on all the entries. I know I cant get the print layout but it keeps asking me for a printer to print to :( appreciate any help Regards Des Quinn Equinox Consulting www.equinox-consulting.co.uk

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Falko Zurell is out of the office.
by Falko Zurell 30 Jun '06

30 Jun '06

I will be out of the office starting 25.05.2006 and will not return until 01.07.2006. Issues regarding T-Community should be directed to support.t-community(a)idmedia.com. Issues regarding application management should be directed to helpdesk(a)idmedia.com. kind regards Falko Zurell

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Configuring OTRS on WIndows to use a remote MySql database
by Barrs, Martin 30 Jun '06

30 Jun '06

Hi, I've installed a vanilla Windows OTRS installation, from the OTRS media, and now I'd like to point the OTRS instance to an existing OTRS MySql database on a different machine. I've poked around in the SysConfig screens and found nothing. I could really do with some help! Thanks in advance. Martin

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RE: [otrs] smtp problem
by Anthony Davis 29 Jun '06

29 Jun '06

thanks >>> tfrench(a)deicorp.net 06/29/06 03:36PM >>> Go to Microsoft.com and search for smtpdiag that program will assist you in finding the problem child. From the errors smtpdiag generates you can see what is failing. We did not change anything in our firewall, as it allows the smtp port traffic to pass from any client. We change it in the McAfee antivirus enterprise control. Look here, this error 10053 was what we received in the smtpdiag test results, so we googled it, and found the below url, showing us how to fix the problem. http://kbase.pscs.co.uk/index.php?article=242 Good luck Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 Ph. 407-678-3388 ext.208 Fax 407-678-8008 tfrench(a)deicorp.net www.deicorp.net The information transmitted (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is intended only for the person(s) or entity/entities to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Anthony Davis Sent: Thursday, June 29, 2006 3:41 PM To: otrs(a)otrs.org Subject: RE: [otrs] smtp problem yea I'm having the same problem, but my otrs is configured as smtp and points to my linux server(sendmail) as the relay...Right now I'm using Tiny software firewall on the windows box which houses the otrs system....It can pull the email from the linux box, but it won't send it automatically once it retreives it....Do you think my firewall is an issue with my problem..You added apache.exe to the firewall and told it to ignore it..... >>> tfrench(a)deicorp.net 06/29/06 03:22PM >>> We have FINALLY found the problem to why our email notifications are NOT being sent out. Apparently our McAfee Enterprise antivirus has a block that keeps certain types of applications from spamming the smtp ports. We went into the antivirus console and added apache.exe to the exclude applications and it works fine. Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 Ph. 407-678-3388 ext.208 Fax 407-678-8008 tfrench(a)deicorp.net www.deicorp.net The information transmitted (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is intended only for the person(s) or entity/entities to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tom French Sent: Wednesday, June 28, 2006 4:49 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] smtp problem Since we are ALL trying to trouble shoot this, here are some findings from us. We used ITDepartment(a)deicorp.net as a email address for the group id of .ITsupport(a)deicorp.net We found that the ITDepartment(a)deicorp.net would not work on any of our printers that needed to send alerts to the IT department, so we changed that to a end-users email address and it worked. Now for the OTRS issue, we also changed the administrators email address in 3 places and tried to force an admin notification from the admin section, with no success. Tom French -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Wednesday, June 28, 2006 2:03 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] smtp problem Let us know how this test works out: Open a command prompt/shell on the computer that has OTRS installed Type in "TELNET [exchange.servername.here] 25" (where [exchange.servername.here] is your exchange/SMTP server). You should get a window that looks like this: #telnet infiniti.lala.com 25 #Trying xxx.xxx.xx.xxx... #Connected to infiniti.lala.com. #Escape character is '^]'. #220 INFINITI.lala.com Microsoft ESMTP MAIL Service, Version: 6.0.xxxx.xxxx ready at Wed, 28 Jun 2006 13:59:45 -0400 (type in "quit" to close session) Does this work for you? On 6/28/06 12:58 PM, "Keith Turner" <keith.d.turner(a)gmail.com> wrote: > We changed from our Postfix on Linux mail server system to Exchange also a few > weeks ago, and it killed our mail notification. Our new IT security policy > probably means that OTRS never will be routed through exchange. > > I have been looking at alternative solutions, specifically setting up sendmail > on the same server as OTRS and using it as our outgoing server. > > I am monitoring this discussion closely and ask that if you find a solution, > please post it to the newsgroup. > > Thanks > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > => http://www.otrs.com/ -- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? =http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? =http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

1 0

RE: [otrs] smtp problem
by Anthony Davis 29 Jun '06

29 Jun '06

yea I'm having the same problem, but my otrs is configured as smtp and points to my linux server(sendmail) as the relay...Right now I'm using Tiny software firewall on the windows box which houses the otrs system....It can pull the email from the linux box, but it won't send it automatically once it retreives it....Do you think my firewall is an issue with my problem..You added apache.exe to the firewall and told it to ignore it..... >>> tfrench(a)deicorp.net 06/29/06 03:22PM >>> We have FINALLY found the problem to why our email notifications are NOT being sent out. Apparently our McAfee Enterprise antivirus has a block that keeps certain types of applications from spamming the smtp ports. We went into the antivirus console and added apache.exe to the exclude applications and it works fine. Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 Ph. 407-678-3388 ext.208 Fax 407-678-8008 tfrench(a)deicorp.net www.deicorp.net The information transmitted (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is intended only for the person(s) or entity/entities to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tom French Sent: Wednesday, June 28, 2006 4:49 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] smtp problem Since we are ALL trying to trouble shoot this, here are some findings from us. We used ITDepartment(a)deicorp.net as a email address for the group id of .ITsupport(a)deicorp.net We found that the ITDepartment(a)deicorp.net would not work on any of our printers that needed to send alerts to the IT department, so we changed that to a end-users email address and it worked. Now for the OTRS issue, we also changed the administrators email address in 3 places and tried to force an admin notification from the admin section, with no success. Tom French -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Wednesday, June 28, 2006 2:03 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] smtp problem Let us know how this test works out: Open a command prompt/shell on the computer that has OTRS installed Type in "TELNET [exchange.servername.here] 25" (where [exchange.servername.here] is your exchange/SMTP server). You should get a window that looks like this: #telnet infiniti.lala.com 25 #Trying xxx.xxx.xx.xxx... #Connected to infiniti.lala.com. #Escape character is '^]'. #220 INFINITI.lala.com Microsoft ESMTP MAIL Service, Version: 6.0.xxxx.xxxx ready at Wed, 28 Jun 2006 13:59:45 -0400 (type in "quit" to close session) Does this work for you? On 6/28/06 12:58 PM, "Keith Turner" <keith.d.turner(a)gmail.com> wrote: > We changed from our Postfix on Linux mail server system to Exchange also a few > weeks ago, and it killed our mail notification. Our new IT security policy > probably means that OTRS never will be routed through exchange. > > I have been looking at alternative solutions, specifically setting up sendmail > on the same server as OTRS and using it as our outgoing server. > > I am monitoring this discussion closely and ask that if you find a solution, > please post it to the newsgroup. > > Thanks > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > => http://www.otrs.com/ -- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ 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

smtp problem
by Keith Turner 29 Jun '06

29 Jun '06

We changed from our Postfix on Linux mail server system to Exchange also a few weeks ago, and it killed our mail notification. Our new IT security policy probably means that OTRS never will be routed through exchange. I have been looking at alternative solutions, specifically setting up sendmail on the same server as OTRS and using it as our outgoing server. I am monitoring this discussion closely and ask that if you find a solution, please post it to the newsgroup. Thanks

3 7

New Install Error in sysconfig and Package Manager
by Joseph Atkins 29 Jun '06

29 Jun '06

I have just reinstalled Otrs on a clean formatted Unbutu install and when I try and click on Package manager I get the following error: ------------------------------------- ERROR: OTRS-CGI-10 Perl: 5.8.7 OS: linux Time: Thu Jun 29 13:54:00 2006 Message: ??? Traceback (4097): Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 204 Module: /usr/share/otrs/bin/cgi-bin/index.pl (v1.80) Line: 47 -------------------------------------- Clicking on sysconfig gives me the following: -------------------------------------- Software error: Can't locate object method "new" via package "XML::Parser::Lite" at ../..//Kernel/System/XML.pm line 781. -------------------------------------- Anyone have any ideas on how to fix/troubleshoot this? Joseph Atkins CMEAC, INC. 1960 Cross Beam Drive, Suite 500 Charlotte, NC 28217 704-329-0222 ext. 209

3 4

Users - QUEUE
by Oliver A. Rojo 29 Jun '06

29 Jun '06

Hi! I added a User and selected a certain QUEUE for him to view. But the User still can view all QUEUEs upon log in. Did I miss something? -- Oliver A. Rojo ______________________________________________________________ This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Finally, the recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email.

1 0

FW: [otrs] Active Directory
by Mamakwa M. Sefiri 29 Jun '06

29 Jun '06

Can some one please help me, how can I disable the Customer User Management. I am trying to sort the problem below. Thanks _____ From: Mamakwa M. Sefiri Sent: 23 June 2006 08:06 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory One of my customers who joined our organization last week tried to log in yesterday and today, and this is the error that she gets "Login failed! Your username or password was entered incorrectly. " I have checked on the Customer User Management her details are not there. _____ From: Andy Lubel [mailto:andy.lubel@gtsi.com] Sent: 22 June 2006 04:20 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Active Directory They need to log in. On 6/22/06 8:40 AM, "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> wrote: I have activated the Customer User Groups Management some time ago, and it works fine, but the problem is it does not automatically update itself. I have added new Customer on our Active Directory and the do not appear on Customer User Groups Management. Please advise. Thanks Mamakwa _____ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ -- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/

1 0

Show all company tickets
by Koning, Rene 29 Jun '06

29 Jun '06

Hi, When I log into the system as a customeruser, I can only see my own tickets, not the company tickets :-( What setting do I have to make so that all customer users can see all the company tickets? greetings, Rene ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange.

1 0

User to QUEUE question
by Oliver A. Rojo 29 Jun '06

29 Jun '06

I've created some users and selected a certain QUEUE for him to view upon login but still he can view and move tickets into other QUEUES? What will I do? -- Oliver A. Rojo ______________________________________________________________ This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Finally, the recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email.

1 0

Wrong From address in automatically generated email
by Jason Rogers 29 Jun '06

29 Jun '06

In "Auto Response Management", I've set "Auto Response From" to one of our internal email addresses. OTRS generates automatic emails back, but the From address is "otrs@localhost", not the email address I've entered. Anyone know why?

1 0

Close Ticket
by Gonzalo Balatti 29 Jun '06

29 Jun '06

2 6

Is it okay to add 'robots.txt' in otrs dir without internal search interference?
by s taylor 29 Jun '06

29 Jun '06

Hello. Is it okay to add 'robots.txt' in the 'otrs' directory without causing problems with the search features internal to the software when logged in via the admin side or user's side? What I mean is, if I add robots.txt listing all of the subdirectories, I still, of course, need to be able to use the search feature inside of otrs as usual. I don't want search bots to index any of my otrs anything. Thanks in advance.

1 0

New tickets color
by "Ma. Guadalupe Hernández Loaiza" 28 Jun '06

28 Jun '06

Hi In previous version 1.3 , when the arrived new ticket appears in red, and when changed state “tickete answared” to YES the ticket appears in black. In this version 2.4 all tickets arrived appear in black, Can I modify this? -- Ing Ma. Guadalupe Hernandez Loaiza Benology SA de CV ================================================================== ESTE MENSAJE CONTIENE INFORMACIÓN CONFIDENCIAL QUE UNICAMENTE PUEDE SER UTILIZADA POR EL DESTINATARIO DECLARADO EN EL ENCABEZADO DEL DOCUMENTO. DICHA INFORMACIÓN NO PODRA SER REENVIADA A NINGUNA PERSONA SIN AUTORIZACIÓN EXPRESA DEL AUTOR. "SU REENVIO, COPIA, O REUTILIZACIÓN CAUSA RESPONSABILIDAD LEGAL" NOTA: CUALQUIER MENSAJE QUE CONTENGA ARCHIVOS ADJUNTOS Y QUE NO ESTEN EXPRESAMENTE DECLARADOS CON NOMBRE, TIPO Y/O CONTENIDO DEBERÁ DE SER DESTRUIDO INMEDIATAMENTE. ==================================================================

1 0

File Uploads and File Manager in Windows Problems
by Joseph Atkins 28 Jun '06

28 Jun '06

I cannot seem to upload files on tickets using the default Windows install. Has anyone had this problem and knows how to correct it. I also tried installed the optional File Manager addon, I set the default path to "C:\FileUpload" it will allow me to create a directory but will not allow me to navigate or to upload files into it as well. Is there a config file somewhere I can change it to windows directory structure. It seems to want to use the Unix directory structure of ./ instead of c:\ The file manager is showing errors to that effect saying incorrect path and such, but the default ticket file upload is showing no errors. The tickets are entered fine but with no attached file. Thanks, Joseph Atkins CMEAC, INC. 1960 Cross Beam Drive, Suite 500 Charlotte, NC 28217 704-329-0222 ext. 209

2 6

escalation
by Jan Stanik 28 Jun '06

28 Jun '06

Hi all, I'm little bit confused how the escalations work. Now when ticket have reached the escalation time, I can not get the queue view before I lock the ticket for me or move it to another queue. What I need is to reset escalation time after set "pending" status or to have possibility to go to queue view even there are escalated tickets. Is it possible? Regards, Jan

1 0

help with Oracle connection
by Jason Rogers 28 Jun '06

28 Jun '06

I am getting a Message: Error while trying to retrieve text for error ORA-12541 (DBD ERROR: OCIServerAttach) error when trying to connect to a Oracle 9 database. Despite the error message, the listener is running, and I can connect to the OTRS user with other third party apps( like TOAD ). I suspect perhaps some kind of environment settings not correct? I need to understand more about how OTRS makes a connection to a Oracle database so I can investigate further. Any pointers?

1 1

Message: Need Search, UserLogin or PostMasterSearch!
by Jason Rogers 28 Jun '06

28 Jun '06

help, I get this message when I click on the search customer button, when entering a phone call / new ticket: Message: Need Search, UserLogin or PostMasterSearch! Traceback (28986): Module: Kernel::System::CustomerUser::DB::CustomerSearch (v1.36) Line: 116 Module: Kernel::System::CustomerUser::CustomerSearch (v1.22) Line: 154 Module: Kernel::Modules::AgentTicketPhone::Run (v1.12) Line: 607 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: /usr/local/otrs/bin/cgi-bin/index.pl (v1.80) Line: 47

1 1

install problems
by hvansanten＠xs2de.nl 27 Jun '06

27 Jun '06

Hi, I've installed OTRS on a WIN32 system. At the end off the install I have to configure OTRS and come in to the http://localhost/otrs/installer.pl There's no installer.pl in the OTRS directory? Is there no OTRS-forum, one can read about other problems and solutions? Regards, Skater

2 1

Active directory
by Mamakwa M. Sefiri 27 Jun '06

27 Jun '06

One of my customers who joined our organization last week tried to log in yesterday and today, and this is the error that she gets "Login failed! Your username or password was entered incorrectly. " I have checked on the Customer User Management her details are not there. The system does not pick up changes made on the active directory. Please advice thanks

1 0

Re: [otrs] Customer login and account creating
by s taylor 27 Jun '06

27 Jun '06

Hello. What is the reason one would not want to use customer.pl? Would the interaction then be by E-mail only? Thanks.

4 3

Ticket Escalation????
by Gonzalo Balatti 26 Jun '06

26 Jun '06

1 0

Close Ticket
by Gonzalo Balatti 26 Jun '06

26 Jun '06

1 0

RE: [otrs] customer.pl frontend - remove queue column
by Isaac Gonzalez 26 Jun '06

26 Jun '06

What queue does this go to then if the customer cannot select a queue to go to?...I am assuming the raw queue, but not sure. Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Omar Speranza Sent: Tuesday, March 28, 2006 1:47 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] customer.pl frontend - remove queue column Christian Schoepplein ha scritto: > Please see the Customer*.dtl files in Kernel/Output/HTML/Standard. These > files controll the output in the customer.pl panel. Just change the > files for your needs. I've changed CustomerStatusView.dtl it works fine, thanks a lot! -- ~omar _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/

2 1

FW: [otrs] Are there safeguards to prevent multiple customer signups?
by s taylor 26 Jun '06

26 Jun '06

Anyone? ========================== >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] Are there safeguards to prevent multiple customer signups? >Date: Thu, 18 May 2006 00:56:40 -0400 > >Hello. > >Are there safeguards to prevent multiple customer signups via customer.pl? >If so, how to enable them? I just want to set the system up so no one can >'play' with the system e.g. making several submissions with fake e-mails, >etc.. > >Also, will new signups be re-sent if someone uses the 'refresh' button? > >Thanks. > > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support oder Consulting für Ihr OTRS System? >=> http://www.otrs.de/

1 0

Can "New OTRS Account" E-mail notification be edited via Admin web interface?
by s taylor 26 Jun '06

26 Jun '06

Hello. Can the default, "New OTRS Account" E-mail notification be edited via Admin web interface? If so, where is it? Or is it only in Defaults.pm? Thanks.

1 0

Ticketmanagement
by Fridtjof Busse 26 Jun '06

26 Jun '06

Hi We are currently starting to use OTRS in a test-system and after the pain with Magic, everyone is pretty happy. But a two questions came up that I couldn't answer from the docs: 1. Is there a way to forward a ticket you opened directly to another OTRS-user (e.g. only he can answer the question)? Or can I only put a note to the ticket and put it back into the queue, hoping the right person locks it? 2. Is there a way to show all finished (i.e. closed) tickets in a specific queue without using the search-function? There are quite a few users that asked me how they could see the tickets their colleagues closed to get an overview over the asked questions. They find the search-function too complex. Thanks. -- Fridtjof Busse

2 1

Special charset in email header.
by Honza Rezab 26 Jun '06

26 Jun '06

Hello all. I have one problem with OTRS 2.0.4 on Windows 2003 server EN. When the user have some special characters (e.g. ěščřžýáíé) in name or in email's subject, the web fronted is working wrong. When I click on "Empty Answer" I see error message "Wide character in syswrite at C:/OTRS/Perl/lib/net/Cmd.pm line 436." (otrs_error.jpg) When the special characters are in body of mail I don't have problem. My settings in Config.pm: $Self->{'DefaultLanguage'} = 'cz'; $Self->{'DefaultCharset'} = 'utf-8'; $Self->{'DefaultCharacterSet'} = "utf-8"; $Self->{'Charset'} = "utf-8"; $Self->{'LogModule::SysLog::Charset'} = 'utf-8'; $Self->{'DefaultEmailCharset'} = 'utf-8'; My settings in my.ini: default-character-set = utf8 Thanks in advanced for answer. Regards Jan Rezab

1 0

Cron Jobs
by Danie 26 Jun '06

26 Jun '06

Hi , Running OTRS 2.0.4 on Ubuntu 6.06 TLS , installed from source , all went well , but for some reason the cronjobs are not working. I checked that they are in the crontab , as well as the logs , it seems to run the jobs (postmasterpop3.pl spesifically) , but no new tickets arrive. I also checked the Syslog for any errors , but none .... By all accounts it should work , but it's not working , really puzzling. I've even added it to the system wide crontab , still , no tickets. When i run PostmasterPOP3.pl manually , mail then gets fetched and inserted inti OTRS. Really a head scratcher so any ideas would be greatly appreciated. Daniel

1 0

Discarding e-mails
by Thanos 26 Jun '06

26 Jun '06

Hello, is there any way to discard e-mails based on some filtering rules ? My goal is to not open new tickes when an e-mail is coming from MAILER-DAEMON or contains "failure notice" or "SPAM" in the subject. I only want to discard these kind of emails. Thanks A.

2 2

Character Set Encoding problems.
by Elias Lopez 26 Jun '06

26 Jun '06

I occasionally get tickets in the raw queue that say something like: Charset encode 'us-ascii ' -=> 'utf-8' (text/plain; charset="us-ascii" ; format="flowed") not supported! and just recently: Charset encode 'unicode-1-1-utf-7' -=> 'utf-8' (postmaster(a)exchange.unimelb.edu.au) not supported! I _think_ the solution is to add appropriate aliases using Encode::Alias somewhere in Kernel/System/Encode.pm Not being a perl developer, I'm afraid it might break something any ideas? Thanks, Elias -- Elías López Systems Administrator Melbourne Product Centre Agent Oriented Software Pty. Ltd. Level 1 594 Elizabeth Street ABN: 98 078 321 589 Melbourne VIC 3000 T: +61 3 9349 5055 P O Box 639 F: +61 3 9349 5088 Carlton South VIC 3053 E: elias.lopez(a)agent-software.com www.agent-software.com This email and any attachments are confidential, privileged or private and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error, please notify the sender immediately and delete the email. AOS disclaims liability for the contents of private emails.

1 0

unique customer id
by Goldberg, Shayne 24 Jun '06

24 Jun '06

I am configuring OTRS with a list of our customers. I am using the CustomerID field as the Company Name the customer_user is associated with. I am encountering some limitations. I have some customer_users who are associated with more multiple companies (CustomerID's) I have Companies (CustomerID's) associated with multiple customers_users. How can I change these fields to be more flexible or non-unique so that I can have multiple entries for 1 CustomerID and/or Email? Thanks Shayne Shayne R. Goldberg - Sr. Technical Support Engineer - Vaultus Mobile Technologies - 263 Summer St - Boston, MA 02210 - 617-399-1115

2 1

MSSql as Customer Backend
by Bjoern Wolfgardt 24 Jun '06

24 Jun '06

Hi, I know that this topic has been discussed for some times. But I am not able to fix my problem. First of all I would like to say that I am quit new to Unix/FreeBSD (and all related stuff). Here is what I am trying todo. I would like to run otrs on FreeBSD. The Backend for otrs should be the mysql server on my FreeBSD. Agent User Backend should be Active Directory and Customer User Backend is on MS Sql in CRM 3.0. I use FreeBSD 6.1 and OTRS 2.0.4 I have succesfully installed OTRS on my FreeBSD and it works. After this I changed the Agent Backend to my Active Directory and it also works. I have created on Customer for testing and all looks good. Now I want to switch the customer bacend to my MS Sql DB. I have created a view that looks like the DB in mySQL. I have installed FreeTDS and all other stuff I need to connect to MS SQL. I have created a little perl script to test my connection and it works. Here is the script (btw my first prl script): #!/usr/local/bin/perl use DBI; my $dbh = DBI->connect('dbi:Sybase:server=MyServer2k;database=myCompany_MSCRM', 'myDom\myUser', 'myPassword'); my $rc;my $sth; $sth = $dbh->prepare("select * from OTRS_CustomerView;");if($sth->execute) { while(@dat = $sth->fetchrow) { print "@dat\n"; }} I changed the lines in Defaults.pm the DSN settings (should be in config.pm as I have read now): $Self->{CustomerUser} = { Name => 'Database Backend', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'dbi:Sybase:server=MyServer2k;database=myCompany_MSCRM',# DSN => 'DBI:odbc:yourdsn',# DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', User => 'myDom\myUser', Password => 'myPassword', Table => 'OTRS_CustomerView', },If I try to start otrs in my browser, the httpd-error.log will show this: [Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: freebsd Time: Fri Jun 23 19:29:10 2006[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55][Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Message: Unknown database type! Set option Database::Type in Kernel/Config.pm to (mysql|postgresql|maxdb|oracle|db2|mssql).[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55][Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Traceback (3032):[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Module: Kernel::System::DB::new (v1.47) Line: 145[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Module: Kernel::System::CustomerUser::DB::new (v1.36) Line: 56[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Module: Kernel::System::CustomerUser::new (v1.22) Line: 80[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Module: Kernel::System::Ticket::new (v1.194) Line: 124[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 181[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] Module: /opt/otrs/bin/cgi-bin/index.pl (v1.80) Line: 47[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55][Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] [Fri Jun 23 19:29:10 2006] index.pl: Use of uninitialized value in join or string at /usr/local/lib/perl5/5.8.8/CGI/Carp.pm line 388.[Fri Jun 23 19:29:10 2006] [error] [client 10.0.0.55] [Fri Jun 23 19:29:10 2006] index.pl: at ../..//Kernel/System/CustomerUser/DB.pm line 56. But I didn't find Database::Type Option in Defaults.pm or Config.pm. I have read some posts about this but could not figure out how it works. So I looked in Module: Kernel::System::CustomerUser::DB::new and this line will call Module: Kernel::System::DB::new. And here - in DB.pm - I think we have the problem: In line 105 otrs tries to get the DB Type while parsing the DSN. But there is nothing that will handle Sybase! And on line 127 I can see the option that was mentioned in the errorlog (Database::Type). So I would be able to hard code it here for a dirty workaround. But on line 135 otrs will check if DB::Type is set and will call: Kernel::System::DB::$Self->{'DB::Type'} So if I set DB::Type to mssql it will call Kernel::System::DB::mssql - But there is no such file. I would get: Can't load database backend module $GenericModule! In opt/otrs/Kernel/System/DB there are only files for: db2.pm, maxdb.pm, mysql.pm, oracle.pm, postgresql.pm So where is mssql.pm or what type should I use? thx in advance Bjoern _________________________________________________________________ Mehr wissen. Mehr weitergeben. Testen Sie kostenlos Windows Live Messenger - Beta. http://ideas.live.com/programpage.aspx?versionId=0eccd94b-eb48-497c-8e60-c6…

1 0

Attachement size
by bipin＠spectrum.net.in 24 Jun '06

24 Jun '06

Hi all How can I increase the size of the attachements ? .The attachments with more than 2MB in not delivering at present. regards -- Bipin Das Linux Administrator, Spectrum Phone : +91 484 234 6344 www.spectrum.net.in

1 0

Status of OTRS
by Danie 23 Jun '06

23 Jun '06

Hi , Any news on the next release of OTRS , I am quite interested in the enhancements made to the stats module. TIA Daniel

1 0

SLA compatible reports
by Michael Schwartzkopff 23 Jun '06

23 Jun '06

Hi, I played a little bit with the OTRS only demo system. It seems that in the statistics part I am only able to get the numbers of events and the accounted working time of the tickets. Some companies want to have a documentation that we (as a service provider) started to work on the tickets within a specific time frame (SLA). Is it possible to create a report that shows the time frame from the input of a ticket to the starting of working on a ticket? Does this possible only with direct SQL queries? Thanks for any hint. -- Dr. Michael Schwartzkopff MultiNET Services GmbH Bretonischer Ring 7 85630 Grasbrunn Tel: (+49 89) 456 911 - 0 Fax: (+49 89) 456 911 - 21 mob: (+49 174) 343 28 75 PGP Fingerprint: F919 3919 FF12 ED5A 2801 DEA6 AA77 57A4 EDD8 979B Skype: misch42

2 1

Company customers
by Marcus Hopwood 23 Jun '06

23 Jun '06

Hi, We've been using OTRS in our organisation for about 6 months now and in many ways it does everything we want and has been a vast improvement over previous ad hoc systems. There are two areas that are frustrating though and may cause me to look elsewhere for other solutions: 1. Our customers are companies - but of course we get support requests from individuals. Obviously you can link them together using the same CustomerID but what would be great would be the ability to select the customer from a drop down box when a ticket comes in on order to set the CustomerID. 2. Reporting - I'd love to generate some more reports - things that spring to mind are: Number of new tickets in office hours / out of hours Time between new ticket created and first agent response Time between new ticket and ticket closed What are other people's experiences in these areas? Thanks, Marcus

2 5

RE: [otrs] Active Directory
by Mamakwa M. Sefiri 23 Jun '06

23 Jun '06

One of my customers who joined our organization last week tried to log in yesterday and today, and this is the error that she gets "Login failed! Your username or password was entered incorrectly. " I have checked on the Customer User Management her details are not there. _____ From: Andy Lubel [mailto:andy.lubel@gtsi.com] Sent: 22 June 2006 04:20 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Active Directory They need to log in. On 6/22/06 8:40 AM, "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> wrote: I have activated the Customer User Groups Management some time ago, and it works fine, but the problem is it does not automatically update itself. I have added new Customer on our Active Directory and the do not appear on Customer User Groups Management. Please advise. Thanks Mamakwa _____ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ --

1 0

Limiting of Sub Queue Visibility
by Prafulla Kumar H.S. 22 Jun '06

22 Jun '06

Hi, I have created a main queue by name "Helpdesk" and associated this one to Helpdesk Administrators Group. Under this queue, I have created queues by name (naming only few of them) such as CDCutting DevTestLab Download HardwareProblems and so on. None of the users are having any right with default "users" group. I feel that I have configured the system in proper manner as explained in the manual. My requirement is that the above mentioned sub-queues should not be visible to customers as the same is used for assigning calls based upon the skill set and availability of engineers. I have noticed that, as soon as a customer authenticates to OTRS system, he can see the sub-queues. I don't know to how to restrict the same. I am looking for some help or guidance in this area. Regards, Prafulla

2 1

OTRS on windows mobile
by Marcus Hopwood 22 Jun '06

22 Jun '06

Hi, Does anyone have experience of using OTRS on a windows mobile device? Are there any themes available that would make this easier? Thanks, Marcus

2 3

Active Directory
by Mamakwa M. Sefiri 22 Jun '06

22 Jun '06

I have activated the Customer User Groups Management some time ago, and it works fine, but the problem is it does not automatically update itself. I have added new Customer on our Active Directory and the do not appear on Customer User Groups Management. Please advise. Thanks Mamakwa

2 1

OTRS and XML Integration
by sprafulla＠novell.com 22 Jun '06

22 Jun '06

Hi, Is there any drivers under OTRS for integrating with XML. Regards, Prafulla Kumar -- This message was sent on behalf of sprafulla(a)novell.com at openSubscriber.com http://www.opensubscriber.com/messages/otrs@otrs.org/topic.html

3 2

Send email with html format?
by BRAUNER Alexandre 22 Jun '06

22 Jun '06

Hi, I am new to OTRS and currently testing it. How could I send email with an HTML format to make it nicer for customers? I would like to change the font type, include images... Thank you, Alexandre Brauner IS Engineer Universal Sodexho

1 0

OTRS 2.0 Windows manual install
by Paul Kaiser 21 Jun '06

21 Jun '06

Greetings! I did a full install of OTRS 2.0 on my dev machine and I love it. It is exactly what my organization (a City government) needs. However... I really want to install this on a server that is running a few other web applications (our intranet, for example.) The 2.0 installer seems to insist that you cannot have apache / mysql already installed. Has anyone ripped a 2.0 install and manually installed / configured the pieces on an existing webserver? Thanks, Paul Kaiser

1 0

Fields available in OTRS_TICKET
by Andrew Kerr 21 Jun '06

21 Jun '06

I hope this isn't a common newbie question, but I can't find the answer in the docs... I am trying to customize the en::Customer::StateUpdate notification. In the documentation it says that <OTRS_TICKET_*> has the options of the ticket data, but I can't find what the actual options are - are they listed somewhere? What I want is when I close a ticket, I want whatever I typed in the "Note Text" box to be included in the state change notification to the customer. I am also interested in including the full ticket history in the state email. Is there a way to do this? Thanks for the help! -Andrew

2 1

Calender
by Mamakwa M. Sefiri 21 Jun '06

21 Jun '06

Is it possible to give Customers permission to the calendar, I have it installed thon the system? Please advice

1 0

LDAP Integration Problem
by Michael Galdones 21 Jun '06

21 Jun '06

Simply put. I'm a newbie in OTRS and have been evaluating it for a week now. But I can't make customer authentication with LDAP work. The agent authentication via LDAP is ok.. I'm using OTRS 2.0.4 on a Windows machine and Active Directory. Does anybody here have a working config.pm running on Windows that i can refer to? Please help me with this. Michael Galdones Systems Engineer

3 4

New Install on WIN2003 and IIS
by Brett Gruchow 21 Jun '06

21 Jun '06

I asked this question last week and didn't get a response. I have a new install of OTRS on WIN2003 with IIS. I am able to get it to the log in screen for the first time. When I enter the default username and password, it just hangs. If I look in the log file the keeps telling me: [Wed Jun 14 16:44:03 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:04 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:06 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:07 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:09 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:11 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:12 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:14 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:16 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:17 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:19 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:21 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:22 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:24 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:26 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). And then it fails. Can anyone help me out? Brett Gruchow Infrastructure Systems Engineer bgruchow(a)myweather.net Office: 608-441-0400 ext. 657 Mobile: 608-345-9791 Fax: 608-441-0101 <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net

2 1

Escalation-notifications to temporary invalid agents
by Alexander Scholler 21 Jun '06

21 Jun '06

Hi all, we sent escalation notifications through a generic agent job. When this job runs, it checks whether tickets are escalated. For every escalated ticket, a mail es sent to every agent that has defined the queue the ticket is assigned to as his personal queue among others. The problem we have is that an agent that is temporary-invalid since several weeks still gets sometimes (very rarely) escalation notifications. Can anybody explain why? A hint I can give is that on ticket creation, the agent was -valid-. Also, this old ticket is merged with a newer one. The newer one remains, the agent was set invalid before creation of the newer ticket and the agent received notification because the newer ticket escalated. Any hint appreciated. Bye, Alex

1 0

error from running crontab PendingJobs.pl job
by Steve Hill 21 Jun '06

21 Jun '06

From within the otrs account (in shell,) I am running the PendingJobs.pl script, and when I look at the System Log, I see (in red, nice touch, that!): Fri Jun 16 18:45:04 2006 error OTRS-PendingJobs-10 Need StateID or State! Additionaly, from within the root shell, I get an email at about the same time, that says: rom otrs(a)rhinonetworksolutions.com Fri Jun 16 18:45:06 2006 X-Original-To: root@localhost From: root(a)rhinonetworksolutions.com (Cron Daemon) To: root@localhost Subject: Cron <otrs@charlie> $HOME/bin/PendingJobs.pl >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/usr/share/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> Date: Fri, 16 Jun 2006 18:45:06 -0700 (PDT) Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'LogSystemCacheSize' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'Database::Type' in Config.pm found! Error: Config.pm No value for 'Database::Type' in Config.pm found! Error: Config.pm No value for 'Database::Limit' in Config.pm found! Error: Config.pm No value for 'Database::DirectBlob' in Config.pm found! Error: Config.pm No value for 'Database::Attribute' in Config.pm found! Error: Config.pm No value for 'Database::QuoteSingle' in Config.pm found! Error: Config.pm No value for 'Database::QuoteBack' in Config.pm found! Error: Config.pm No value for 'User::PreferencesModule' in Config.pm found! Error: Config.pm No value for 'CustomerUser1' in Config.pm found! Error: Config.pm No value for 'CustomerUser2' in Config.pm found! Error: Config.pm No value for 'CustomerUser3' in Config.pm found! Error: Config.pm No value for 'CustomerUser4' in Config.pm found! Error: Config.pm No value for 'CustomerUser5' in Config.pm found! Error: Config.pm No value for 'CustomerUser6' in Config.pm found! Error: Config.pm No value for 'CustomerUser7' in Config.pm found! Error: Config.pm No value for 'CustomerUser8' in Config.pm found! Error: Config.pm No value for 'CustomerUser9' in Config.pm found! Error: Config.pm No value for 'CustomerUser10' in Config.pm found! Error: Config.pm No value for 'SendmailBcc' in Config.pm found! Error: Config.pm No value for 'Sendmail' in Config.pm found! Error: Config.pm No value for 'SendmailBcc' in Config.pm found! Error: Config.pm No value for 'Ticket::CustomModule' in Config.pm found! Error: Config.pm No value for 'User::PreferencesModule' in Config.pm found! ERROR: OTRS-PendingJobs-10 Perl: 5.8.4 OS: linux Time: Fri Jun 16 18:45:04 2006 Message: Need StateID or State! Traceback (5325): Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2704 Module: /usr/share/otrs/bin/PendingJobs.pl (v1.18) Line: 89 ERROR: OTRS-PendingJobs-10 Perl: 5.8.4 OS: linux Time: Fri Jun 16 18:45:04 2006 Message: Need StateID or State! Traceback (5325): Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2704 Module: /usr/share/otrs/bin/PendingJobs.pl (v1.18) Line: 89 ERROR: OTRS-PendingJobs-10 Perl: 5.8.4 OS: linux Time: Fri Jun 16 18:45:04 2006 Message: Need StateID or State! Traceback (5325): Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2704 Module: /usr/share/otrs/bin/PendingJobs.pl (v1.18) Line: 89 ERROR: OTRS-PendingJobs-10 Perl: 5.8.4 OS: linux Time: Fri Jun 16 18:45:04 2006 Message: Need StateID or State! Traceback (5325): Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2704 Module: /usr/share/otrs/bin/PendingJobs.pl (v1.18) Line: 89 ERROR: OTRS-PendingJobs-10 Perl: 5.8.4 OS: linux Time: Fri Jun 16 18:45:04 2006 Message: Need StateID or State! Traceback (5325): Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2704 Module: /usr/share/otrs/bin/PendingJobs.pl (v1.18) Line: 89 ERROR: OTRS-PendingJobs-10 Perl: 5.8.4 OS: linux Time: Fri Jun 16 18:45:04 2006 Message: Need StateID or State! Traceback (5325): Module: Kernel::System::Ticket::StateSet (v1.194) Line: 2704 Module: /usr/share/otrs/bin/PendingJobs.pl (v1.18) Line: 89 Error: Config.pm No value for 'Ticket::HookDivider' in Config.pm found! Error: Config.pm No value for 'Ticket::SubjectCleanAllNumbers' in Config.pm found! Error: Config.pm No value for 'Ticket::SubjectCleanAllNumbers' in Config.pm found! Error: Config.pm No value for 'Ticket::HookDivider' in Config.pm found! Error: Config.pm No value for 'Ticket::SubjectCleanAllNumbers' in Config.pm found! Error: Config.pm No value for 'Ticket::SubjectCleanAllNumbers' in Config.pm found! Error: Config.pm No value for 'Ticket::HookDivider' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'Ticket::EventModulePost' in Config.pm found! Error: Config.pm No value for 'Ticket::EventModulePost' in Config.pm found! I think that the "No value for" error messages are due to something that I did (and cannot remember) with Config.pm. It is my understanding that Config.pl "calls" default.pl which supplies these values, but I cannot see how I broke that link. Steve

1 1

Re: otrs Digest, Vol 35, Issue 36
by Prafulla Kumar H.S. 20 Jun '06

20 Jun '06

Prafulla Kumar H.S. wrote: > Is there any simple method to change the contents and signatures of > the > default methods as per our company needs. For questions like these please first check the documentation. http://doc.otrs.org/2.0/en/html/x890.html Nils Breunese. Hi Nils, Thank you for your help. After referring to the document, I was able to change signature, auto response entries, etc. But OTRS provides different methods for registering the calls and re-opening the calls. I want to change the text messages sent when those features are used. I went through Admin menu to many fields, but still some text blocks are hiding some where and my question about those hidden things. Regards, Prafulla

2 1

System Log
by bipin＠spectrum.net.in 20 Jun '06

20 Jun '06

Hi friends, My system log gives me a error in frequent intervals. I think this will not effect any operations of OTRS. The error is pasted below Tue Jun 20 10:00:15 2006 error OTRS-PM3-10 Found no $QueueID for Raw! why this happened? Kindly help to remove this error from system log Thanks -- Bipin Das Linux Administrator, Spectrum Phone : +91 484 234 6344 www.spectrum.net.in

1 0

need help, new to otrs
by Greg Haa 19 Jun '06

19 Jun '06

Hi I just started a job where I have to support otrs and I have no experience with it other than the reading I have done so far on your site. I am having an issue when a user is opening a ticket. I see this type of message in the log file --snip-- OTRS-CGI-10[23101]: [Error][Kernel::System::AuthSession::IPC::GetSessionIDData][Line:203]: Got no SessionID!! OTRS-CGI-10[23101]: [Notice][Kernel::System::AuthSession::IPC::CheckSessionID] SessionID: '' is invalid!!! OTRS-CGI-10[23101]: [Error][Kernel::Output::HTML::Generic::BlockTemplatePreferences][Line:20 3]: Need Template! OTRS-CGI-10[23101]: [Error][Kernel::Output::HTML::Generic::BlockTemplatePreferences][Line:20 3]: Need Template! OTRS-CGI-10[23103]: [Error][Kernel::Output::HTML::Generic::BlockTemplatePreferences][Line:20 3]: Need Template! Additionally I got this from a user when he was posting a ticket.... --snip-- Error: Need Template! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Mon Jun 19 07:35:02 2006 Message: Need Template! Traceback (25070): Module: Kernel::Output::HTML::Generic::BlockTemplatePreferences (v1.147.2.3) Line: 203 Module: Kernel::Output::HTML::Generic::BlockTemplatesReplace (v1.147.2.3) Line: 287 Module: Kernel::Output::HTML::Generic::Output (v1.147.2.3) Line: 407 Module: Kernel::Output::HTML::Generic::Output (v1.147.2.3) Line: 620 Module: Kernel::Output::HTML::Customer::CustomerHeader (v1.36) Line: 135 Module: Kernel::Modules::CustomerMessage::Run (v1.35.2.2) Line: 397 Module: /opt/support/bin/cgi-bin/customer.pl (v1.31) Line: 669 I am trying to read about this system you guys have built and look into what is causing this but I really have no experience with this. Any clues would be greatly appreciated. Thanks alot..

1 0

Default Messages
by Prafulla Kumar H.S. 19 Jun '06

19 Jun '06

Hi, Is there any simple method to change the contents and signatures of the default methods as per our company needs. Regards, Prafulla Kumar

2 1

cron error
by bipin＠spectrum.net.in 19 Jun '06

19 Jun '06

Hi all, My OTRS 2.0.4 on Trustix2.2 is working fine. But my cronjob throws me an error frequently. Kindly help me to check whether this message is harmful? ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Mon Jun 19 14:23:08 2006 Message: Found no $QueueID for Raw! Traceback (5349): Module: Kernel::System::Queue::QueueLookup (v1.57) Line: 458 Module: Kernel::System::PostMaster::DestQueue::GetQueueID (v1.16) Line: 88 Module: Kernel::System::PostMaster::Run (v1.52) Line: 229 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.17) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Mon Jun 19 14:23:09 2006 Message: Found no $QueueID for Raw! Traceback (5349): Module: Kernel::System::Queue::QueueLookup (v1.57) Line: 458 Module: Kernel::System::PostMaster::DestQueue::GetQueueID (v1.16) Line: 88 Module: Kernel::System::PostMaster::Run (v1.52) Line: 229 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.17) Line: 126 regards -- Bipin Das Linux Administrator, Spectrum Phone : +91 484 234 6344 www.spectrum.net.in

1 0

OTRS and ITIL
by Prafulla Kumar H.S. 19 Jun '06

19 Jun '06

Hi, Some times back in the news section it was mentioned that OTRS is ITIL complaint and like that. I am looking for more information in this regard. Regards, Prafulla Kumar

1 0

Help Required - POP3 and OTRS
by Prafulla Kumar H.S. 19 Jun '06

19 Jun '06

Hi, I am looking for a help to over come the following situation. Our Helpdesk as an email id by name "Helpdesk". I was able to integrated OTRS to receive the mails thru "Helpdesk" id and create the ticket. OTRS is doing that job in an wonderful manner. But now, I am facing a practical problem. Since the "Helpdesk" id is used for all the communications related to and from "Helpdesk", the POP3 integration creates tickets for simple "Thank you" mails also which are not at all calls on Helpdesk. In our work environment many users are in the habit (in case of common requests) of keeping others in CC list while sending their requests to "Helpdesk". I have noticed that suppose if a person in CC list responds to the mail, then OTRS creates one more ticket. Is there any method to overcome this problem. Whether the OTRS is capable of generating tickets if a user puts "Helpdesk" in CC list? I have planned like this but this method loads Call Co-Ordinator. To forward the mails received at "Helpdesk" id to say one more id by name "Ticket Generator" and then configure OTRS to receive the mails from this account and create ticket accordingly. Then OTRS will create tickets in the name of "Helpdesk" account and not in the name of original requestor. Is there any method to over come this problem. I am looking for help. Regards, Prafulla Kumar

1 0

Message: Module '' not found!
by AGYNAMIX Torsten Uhlmann 19 Jun '06

19 Jun '06

Hi, we use OTRS 2.0.4 on a SuSE 9.2 (installed as RPM). Regularly OTRS sends me this mail: ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Fri Jun 16 23:30:03 2006 Message: Need module! Traceback (986): Module: Kernel::System::Main::Require (v1.1) Line: 44 Module: Kernel::System::PostMaster::Run (v1.52) Line: 110 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Main.pm line 50, <PRODUCT> line 4. Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Main.pm line 62, <PRODUCT> line 4. Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Main.pm line 83, <PRODUCT> line 4. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Fri Jun 16 23:30:03 2006 Message: Module '' not found! Traceback (986): Module: Kernel::System::PostMaster::Run (v1.52) Line: 110 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 I'm no perl expert- I don't see the problem from this mail report. The systems works great otherwise. We have not customized it (like using a different customer db backend, etc.) When I check the perl modules the seem to be all there: ./otrs.checkModules CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok Can you help us? Torsten. -- Torsten Uhlmann AGYNAMIX(R). Sheltering Talent. Phone: +49 3721 273445 Fax: +49 3721 273446 Mobile: +49 177 5261680 Web: http://www.agynamix.de <http://www.agynamix.de/>

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About https
by Prafulla Kumar H.S. 19 Jun '06

19 Jun '06

Hi I am using Apache 2.0 on SuSE Linux 9.0 Regards, Prafulla

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SMTP
by Tom French 18 Jun '06

18 Jun '06

Something has changed, as smtp was working of sending emails to the customers. When we send a reply to them now, we get an Error: can't connect to 192.168.xxx.xxx: Unknown error! Is there a place in the configs to set up the username and password for the email account we are sending thru.? Any ideas what I should be looking for.? Tom

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mgaldones@gmail.com
by Michael Galdones 17 Jun '06

17 Jun '06

mgaldones(a)gmail.com

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fetchmail and windows
by Joe Fusco 16 Jun '06

16 Jun '06

I am running OTRS on a Windows Server 2003 R2 system. I have it sending mail just fine but I need to retrieve mail from an IMAP mailbox. I have the .fetchmailrc file set up and ready to go but I can't for the life of me figure out how to get it to execute. Is anyone else attaching to an IMAP mailbox on a Windows system? I would greatly appreciate your help. Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 Cell: 405.612.8040 PLEASE NOTE NEW EMAIL ADDRESS 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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Customer login Screen
by bipin＠spectrum.net.in 15 Jun '06

15 Jun '06

Hi all How can I change the LOGO and COMPANY NAME in the customer login screen. Can I customise with my own logo and picture Thanks in advance -- Bipin Das Linux Administrator, Spectrum Phone : +91 484 234 6344 www.spectrum.net.in

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