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About https
by Prafulla Kumar H.S. 15 Jun '06

15 Jun '06

Hi, I am looking for help in configuring https. Even after configuring the same, the system is not accepting the same. What could have gone wrong. Regards, Prafulla

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RE: [otrs] FW: Trouble with Windows
by Brett Gruchow 14 Jun '06

14 Jun '06

Actually it looks like it was the script alias setting. I changed it to my FQDN and then got this error CGI Error The specified CGI application misbehaved by not returning a complete set of HTTP headers. I checked the log in the log DIR and it is full of the same thing [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). 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 _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 4:45 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows Ouch :( Im running on MAC OSX so I cant be too much help without trying a windows install myself ;) On 6/14/06 5:28 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: The funny thing is that I set OTRS up as its own domain, so we log in by going otrs.DOMAN.com and the index.pl comes up just fine. It is only when I click login that it has problems. 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] <mailto:otrs-bounces@otrs.org%5d> On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 4:15 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows :) now apache has problem - Make sure and check the documentation but assuming you have mod_cgi/mod_perl installed just make sure that apache config file (httpd.conf) has AddHandler cgi-script cgi As well as - DirectoryIndex to include index.cgi HTH, Andy Lubel PS - I feel the documentation is incomplete, things like this are assumed.. But not the default in every system. On 6/14/06 4:57 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: Okay now when I try and log in, after click the login button, it is asking me to download the index.pl file. I still know something I am doing is wrong. 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> On Behalf Of Brett Gruchow Sent: Wednesday, June 14, 2006 3:54 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] FW: Trouble with Windows YOU ARE GREAT. First time it has worked ever in 4 tries. Thank you very much 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 3:43 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows This is in your MYSQL configuration.. A file called my.cnf should have those defaults.. On 6/14/06 4:36 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: I am not seeing anything about either MYISAM or INNODB in either config.pm or defaults.pm 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 3:28 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows Default storage engine should be MYISAM and not INNODB. Can you check your cnf file and make sure that its not defaulting to INNODB? On 6/14/06 2:23 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: Okay got passed that problem, and now I have Create Database (2/4) Creating database 'otrs': done. Creating tables 'otrs-schema.mysql.sql': done. Inserting Inital inserts 'initial_insert.sql': done. Foreign Keys 'otrs-schema-post.mysql.sql': false! :-( ---==> Can't create table '.\otrs\#sql-190_57c.frm' (errno: 150) Does anyone know how to get around this? 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 12:46 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows For starters, go to your config.pm and change the part that says "/var/log/" To the directory you want to log to using windows drive letters etc.. c:\otrs\var\log Have you at least tried that? On 6/14/06 1:08 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: Brett Gruchow Sent: Tuesday, June 13, 2006 10:21 PM To: 'otrs-request(a)otrs.org' Subject: FW: Trouble with Windows Okay, This is like my fourth or fifth attempt at getting OTRS installed on IIS6 and window server 2003. I asked this question before about getting this error. Can't write /var/log/otrs.log: No such file or directory << ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Jun 13 19:53:04 2006 Message: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm Traceback (992): Module: Kernel::Output::HTML::Generic::new (v1.197) Line: 180 Module: C:\WebSites\otrs\bin\cgi-bin\installer.pl (v1.16) Line: 71 [Tue Jun 13 19:53:04 2006] installer.pl: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm at C:/WebSites/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 1028. Content-type: text/html Someone told me how to change the config.pm to make it work on windows. I need that information again as I don't seem to have that e-mail. Also any other help would be useful as I have never gotten this to work correctly, and I need it running if possible by midday tomorrow. 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ --

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RE: [otrs] FW: Trouble with Windows
by Brett Gruchow 14 Jun '06

14 Jun '06

The funny thing is that I set OTRS up as its own domain, so we log in by going otrs.DOMAN.com and the index.pl comes up just fine. It is only when I click login that it has problems. 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 _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 4:15 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows :) now apache has problem - Make sure and check the documentation but assuming you have mod_cgi/mod_perl installed just make sure that apache config file (httpd.conf) has AddHandler cgi-script cgi As well as - DirectoryIndex to include index.cgi HTH, Andy Lubel PS - I feel the documentation is incomplete, things like this are assumed.. But not the default in every system. On 6/14/06 4:57 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: Okay now when I try and log in, after click the login button, it is asking me to download the index.pl file. I still know something I am doing is wrong. 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] <mailto:otrs-bounces@otrs.org%5d> On Behalf Of Brett Gruchow Sent: Wednesday, June 14, 2006 3:54 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] FW: Trouble with Windows YOU ARE GREAT. First time it has worked ever in 4 tries. Thank you very much 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] <mailto:otrs-bounces@otrs.org%5d> On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 3:43 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows This is in your MYSQL configuration.. A file called my.cnf should have those defaults.. On 6/14/06 4:36 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: I am not seeing anything about either MYISAM or INNODB in either config.pm or defaults.pm 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 3:28 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows Default storage engine should be MYISAM and not INNODB. Can you check your cnf file and make sure that its not defaulting to INNODB? On 6/14/06 2:23 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: Okay got passed that problem, and now I have Create Database (2/4) Creating database 'otrs': done. Creating tables 'otrs-schema.mysql.sql': done. Inserting Inital inserts 'initial_insert.sql': done. Foreign Keys 'otrs-schema-post.mysql.sql': false! :-( ---==> Can't create table '.\otrs\#sql-190_57c.frm' (errno: 150) Does anyone know how to get around this? 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 12:46 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows For starters, go to your config.pm and change the part that says "/var/log/" To the directory you want to log to using windows drive letters etc.. c:\otrs\var\log Have you at least tried that? On 6/14/06 1:08 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: Brett Gruchow Sent: Tuesday, June 13, 2006 10:21 PM To: 'otrs-request(a)otrs.org' Subject: FW: Trouble with Windows Okay, This is like my fourth or fifth attempt at getting OTRS installed on IIS6 and window server 2003. I asked this question before about getting this error. Can't write /var/log/otrs.log: No such file or directory << ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Jun 13 19:53:04 2006 Message: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm Traceback (992): Module: Kernel::Output::HTML::Generic::new (v1.197) Line: 180 Module: C:\WebSites\otrs\bin\cgi-bin\installer.pl (v1.16) Line: 71 [Tue Jun 13 19:53:04 2006] installer.pl: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm at C:/WebSites/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 1028. Content-type: text/html Someone told me how to change the config.pm to make it work on windows. I need that information again as I don't seem to have that e-mail. Also any other help would be useful as I have never gotten this to work correctly, and I need it running if possible by midday tomorrow. 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ --

2 1

RE: [otrs] FW: Trouble with Windows
by Brett Gruchow 14 Jun '06

14 Jun '06

Okay now when I try and log in, after click the login button, it is asking me to download the index.pl file. I still know something I am doing is wrong. 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 _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brett Gruchow Sent: Wednesday, June 14, 2006 3:54 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] FW: Trouble with Windows YOU ARE GREAT. First time it has worked ever in 4 tries. Thank you very much 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 _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 3:43 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows This is in your MYSQL configuration.. A file called my.cnf should have those defaults.. On 6/14/06 4:36 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: I am not seeing anything about either MYISAM or INNODB in either config.pm or defaults.pm 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] <mailto:otrs-bounces@otrs.org%5d> On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 3:28 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows Default storage engine should be MYISAM and not INNODB. Can you check your cnf file and make sure that its not defaulting to INNODB? On 6/14/06 2:23 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: Okay got passed that problem, and now I have Create Database (2/4) Creating database 'otrs': done. Creating tables 'otrs-schema.mysql.sql': done. Inserting Inital inserts 'initial_insert.sql': done. Foreign Keys 'otrs-schema-post.mysql.sql': false! :-( ---==> Can't create table '.\otrs\#sql-190_57c.frm' (errno: 150) Does anyone know how to get around this? 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 12:46 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows For starters, go to your config.pm and change the part that says "/var/log/" To the directory you want to log to using windows drive letters etc.. c:\otrs\var\log Have you at least tried that? On 6/14/06 1:08 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: Brett Gruchow Sent: Tuesday, June 13, 2006 10:21 PM To: 'otrs-request(a)otrs.org' Subject: FW: Trouble with Windows Okay, This is like my fourth or fifth attempt at getting OTRS installed on IIS6 and window server 2003. I asked this question before about getting this error. Can't write /var/log/otrs.log: No such file or directory << ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Jun 13 19:53:04 2006 Message: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm Traceback (992): Module: Kernel::Output::HTML::Generic::new (v1.197) Line: 180 Module: C:\WebSites\otrs\bin\cgi-bin\installer.pl (v1.16) Line: 71 [Tue Jun 13 19:53:04 2006] installer.pl: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm at C:/WebSites/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 1028. Content-type: text/html Someone told me how to change the config.pm to make it work on windows. I need that information again as I don't seem to have that e-mail. Also any other help would be useful as I have never gotten this to work correctly, and I need it running if possible by midday tomorrow. 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ --

2 1

RE: [otrs] FW: Trouble with Windows
by Brett Gruchow 14 Jun '06

14 Jun '06

YOU ARE GREAT. First time it has worked ever in 4 tries. Thank you very much 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 _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 3:43 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows This is in your MYSQL configuration.. A file called my.cnf should have those defaults.. On 6/14/06 4:36 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: I am not seeing anything about either MYISAM or INNODB in either config.pm or defaults.pm 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] <mailto:otrs-bounces@otrs.org%5d> On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 3:28 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows Default storage engine should be MYISAM and not INNODB. Can you check your cnf file and make sure that its not defaulting to INNODB? On 6/14/06 2:23 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: Okay got passed that problem, and now I have Create Database (2/4) Creating database 'otrs': done. Creating tables 'otrs-schema.mysql.sql': done. Inserting Inital inserts 'initial_insert.sql': done. Foreign Keys 'otrs-schema-post.mysql.sql': false! :-( ---==> Can't create table '.\otrs\#sql-190_57c.frm' (errno: 150) Does anyone know how to get around this? 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> <mailto:otrs-bounces@otrs.org%5d> On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 12:46 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows For starters, go to your config.pm and change the part that says "/var/log/" To the directory you want to log to using windows drive letters etc.. c:\otrs\var\log Have you at least tried that? On 6/14/06 1:08 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: Brett Gruchow Sent: Tuesday, June 13, 2006 10:21 PM To: 'otrs-request(a)otrs.org' Subject: FW: Trouble with Windows Okay, This is like my fourth or fifth attempt at getting OTRS installed on IIS6 and window server 2003. I asked this question before about getting this error. Can't write /var/log/otrs.log: No such file or directory << ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Jun 13 19:53:04 2006 Message: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm Traceback (992): Module: Kernel::Output::HTML::Generic::new (v1.197) Line: 180 Module: C:\WebSites\otrs\bin\cgi-bin\installer.pl (v1.16) Line: 71 [Tue Jun 13 19:53:04 2006] installer.pl: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm at C:/WebSites/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 1028. Content-type: text/html Someone told me how to change the config.pm to make it work on windows. I need that information again as I don't seem to have that e-mail. Also any other help would be useful as I have never gotten this to work correctly, and I need it running if possible by midday tomorrow. 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ --

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RE: [otrs] FW: Trouble with Windows
by Brett Gruchow 14 Jun '06

14 Jun '06

I am not seeing anything about either MYISAM or INNODB in either config.pm or defaults.pm 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 _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 3:28 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows Default storage engine should be MYISAM and not INNODB. Can you check your cnf file and make sure that its not defaulting to INNODB? On 6/14/06 2:23 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: Okay got passed that problem, and now I have Create Database (2/4) Creating database 'otrs': done. Creating tables 'otrs-schema.mysql.sql': done. Inserting Inital inserts 'initial_insert.sql': done. Foreign Keys 'otrs-schema-post.mysql.sql': false! :-( ---==> Can't create table '.\otrs\#sql-190_57c.frm' (errno: 150) Does anyone know how to get around this? 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] <mailto:otrs-bounces@otrs.org%5d> On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 12:46 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows For starters, go to your config.pm and change the part that says "/var/log/" To the directory you want to log to using windows drive letters etc.. c:\otrs\var\log Have you at least tried that? On 6/14/06 1:08 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: Brett Gruchow Sent: Tuesday, June 13, 2006 10:21 PM To: 'otrs-request(a)otrs.org' Subject: FW: Trouble with Windows Okay, This is like my fourth or fifth attempt at getting OTRS installed on IIS6 and window server 2003. I asked this question before about getting this error. Can't write /var/log/otrs.log: No such file or directory << ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Jun 13 19:53:04 2006 Message: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm Traceback (992): Module: Kernel::Output::HTML::Generic::new (v1.197) Line: 180 Module: C:\WebSites\otrs\bin\cgi-bin\installer.pl (v1.16) Line: 71 [Tue Jun 13 19:53:04 2006] installer.pl: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm at C:/WebSites/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 1028. Content-type: text/html Someone told me how to change the config.pm to make it work on windows. I need that information again as I don't seem to have that e-mail. Also any other help would be useful as I have never gotten this to work correctly, and I need it running if possible by midday tomorrow. 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ --

2 1

RE: [otrs] FW: Trouble with Windows
by Brett Gruchow 14 Jun '06

14 Jun '06

Okay got passed that problem, and now I have Create Database (2/4) Creating database 'otrs': done. Creating tables 'otrs-schema.mysql.sql': done. Inserting Inital inserts 'initial_insert.sql': done. Foreign Keys 'otrs-schema-post.mysql.sql': false! :-( ---==> Can't create table '.\otrs\#sql-190_57c.frm' (errno: 150) Does anyone know how to get around this? 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 _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Wednesday, June 14, 2006 12:46 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Trouble with Windows For starters, go to your config.pm and change the part that says "/var/log/" To the directory you want to log to using windows drive letters etc.. c:\otrs\var\log Have you at least tried that? On 6/14/06 1:08 PM, "Brett Gruchow" <bgruchow(a)myweather.net> wrote: 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ From: Brett Gruchow Sent: Tuesday, June 13, 2006 10:21 PM To: 'otrs-request(a)otrs.org' Subject: FW: Trouble with Windows Okay, This is like my fourth or fifth attempt at getting OTRS installed on IIS6 and window server 2003. I asked this question before about getting this error. Can't write /var/log/otrs.log: No such file or directory << ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Jun 13 19:53:04 2006 Message: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm Traceback (992): Module: Kernel::Output::HTML::Generic::new (v1.197) Line: 180 Module: C:\WebSites\otrs\bin\cgi-bin\installer.pl (v1.16) Line: 71 [Tue Jun 13 19:53:04 2006] installer.pl: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm at C:/WebSites/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 1028. Content-type: text/html Someone told me how to change the config.pm to make it work on windows. I need that information again as I don't seem to have that e-mail. Also any other help would be useful as I have never gotten this to work correctly, and I need it running if possible by midday tomorrow. 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/> <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net _____ _______________________________________________ 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

Webmail::IMAP server
by bipin＠spectrum.net.in 14 Jun '06

14 Jun '06

Hi all, I had installed Webmail in OTRS. Problem is I could not start the Webmail service. When I click on the Icon a bug report throws. Error: Need UserWebMailIMAPHost Param Currently I am using IMAP only for listening with SquirrelMail. Which server should i use for active this wonderful application regards -- Bipin Das Linux Administrator, Spectrum Phone : +91 484 234 6344 www.spectrum.net.in

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FW: Trouble with Windows
by Brett Gruchow 14 Jun '06

14 Jun '06

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 _____ From: Brett Gruchow Sent: Tuesday, June 13, 2006 10:21 PM To: 'otrs-request(a)otrs.org' Subject: FW: Trouble with Windows Okay, This is like my fourth or fifth attempt at getting OTRS installed on IIS6 and window server 2003. I asked this question before about getting this error. Can't write /var/log/otrs.log: No such file or directory << ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Jun 13 19:53:04 2006 Message: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm Traceback (992): Module: Kernel::Output::HTML::Generic::new (v1.197) Line: 180 Module: C:\WebSites\otrs\bin\cgi-bin\installer.pl (v1.16) Line: 71 [Tue Jun 13 19:53:04 2006] installer.pl: No existing template directory found ('/Kernel/Output/HTML/Standard')! Check your Home in Kernel/Config.pm at C:/WebSites/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 1028. Content-type: text/html Someone told me how to change the config.pm to make it work on windows. I need that information again as I don't seem to have that e-mail. Also any other help would be useful as I have never gotten this to work correctly, and I need it running if possible by midday tomorrow. 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

CustomerUserGroups and external customer db
by Rudolf Harney 14 Jun '06

14 Jun '06

Hi, another try, now in english: we use otrs 2.0.4 with an external (mySQL) customer DB. Customergroups can't be created. (If we disable the external customer db, it works.) Is it not posible, to use customer Groups with an external customer db? Thanks for hints, Rudolf

2 2

Sub Queue Related Query
by Prafulla Kumar H.S. 14 Jun '06

14 Jun '06

Hi, I have created a queue by name Helpdesk and queue belongs to Helpdesk Administrator group. I have created several queues such as Servers, Lab, Telephone, etc. under Helpdesk queue. All these sub queues are put under Service Department group. Now, I have noticed that, customers are able to see and submit their tickets to sub-queues also. How to hide these sub queues from them. How to configure OTRS for assigning a ticket to 3-4 members at a time. I have tried by putting these members in a group, but not able to assign the calls. I don't where I am missing some config settings. Thanks and Regards, Prafulla Kumar

2 1

A question about a model response
by Alina Florea 14 Jun '06

14 Jun '06

Hello all, I have to create a model response that could be used with the same from email adresses despite the queue where the ticket belongs to. For example: I have two queues: Queue1 and Queue2, each with their own email address used to send email. From tickets who are in Queue1, I need to aswer with a model response that use the email address of Queue2. This was possible in OTRS 1.3. I have migrated to OTRS 2.0.4 and now the model witch is supposed to use one single email address to respond from, is using the address of the queue where the ticket belongs to. The only workaround founded, was to manualy move the ticket from one queue to another, to choose the model response, to send the email and to move back the ticket at his original place. All that, because I need to have, sometimes, a unique answer from address. Could anyone help me and tell me what have I to change? And where? ... or if it still possible in this version? Thank you in advance for the help. Alina.

2 2

Can't locate object method "png" via package "GD::Image"
by Dennis Kavadas 14 Jun '06

14 Jun '06

hi all i'm getting this error when trying to stat a graph Can't locate object method "png" via package "GD::Image" at ../..//Kernel/Modules/SystemStats.pm line 330 Am ii missing a perl module ?

5 12

Re: otrs Digest, Vol 35, Issue 22 (Out of Office)
by Mark Crum 14 Jun '06

14 Jun '06

I will be out of the office until Monday June 19th, 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

Ticket-Locking on creation
by Alexander Scholler 14 Jun '06

14 Jun '06

Hi, I don't want to get a ticket assigned without a "handover"-message (explaining what should be done through the previous agent). As a part to achieve this, I disabled the possibility of selecting a ticket-owner within the ticket-creation dialog (Ticket::Frontend::NewOwnerSelection). The problem now is, that I can't directly lock tickets within ticket-creation if I want to continue to work on the ticket. Instead, I have to create the ticket, go to queue-view and lock the ticket. OTRS v1.x had a check-option "lock ticket" to do this. In OTRS v2.x this feature is no longer available. Any advice? And can you tell me how to force the agent that he has to write a "handover"-message when changing the owner of a ticket? Bye, Alex

1 0

Re: [otrs] Can't locate object method "png" via package "GD::Image"
by A.bertacca 13 Jun '06

13 Jun '06

* Abwesenheitsnotiz * Vom 14.6. bis einschliesslich 19.6.2006 bin ich nicht im Büro zu erreichen. Ihre Nachricht wird nicht weitergeleitet. In dringenden Fällen wenden Sie sich bitte an den EDV Support der VVA (support(a)vva.de / Tel.: 0211-7357.911). Mit freundlichen Grüßen Ariano Bertacca

1 0

Calendar
by Mamakwa M. Sefiri 13 Jun '06

13 Jun '06

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

1 0

wrong characters
by Mercator GmbH 13 Jun '06

13 Jun '06

I have often wrong characters in my arriving and outgoing mails, such as "Ž" instead of the apostroph. ("lŽamico" instead of "l´amico") HOW can I correct this? I think I had once put in the correct ASCII character set, but it seems it´s gone... Please remember me where I have to change this. Thanks, Marc -- ---------------------------------------- Ich verwende die kostenlose Version von SPAMfighter für private Anwender, die bei mir bis jetzt 31413 Spammails entfernt hat. Bezahlende Anwender haben diesen Hinweis nicht in ihren E-Mails. Laden Sie SPAMfighter kostenlos herunter: http://www.spamfighter.com/lde

1 0

Queue appending HOWTO
by bipin＠spectrum.net.in 13 Jun '06

13 Jun '06

Hi everybody, Normally the new tickets will be added at the bottom of the queue. Is there any way to show the new tickets at the top of the queue. Help appreciated -- Bipin Das Linux Administrator, Spectrum Phone : +91 484 234 6344 www.spectrum.net.in

4 4

Notifications about new tickets which came through the Web-Frontend
by Juergen Tolksdorf 13 Jun '06

13 Jun '06

Hi, when my customer creates tickets via E-Mail all of my Users are getting E-Mail Notifications about the newly created ticket. If the customer created the ticket in the Web-Frontend, no of the users which are subscribed to this queue are getting any e-mail notification. Can I change that behavior? regards Hilmar _________________________________________________________________ E-Mail auf dem Handy kann so einfach sein: Testen Sie Windows Live Mail für Mobile - Beta http://ideas.live.com/programpage.aspx?versionId=6e782662-5f2a-4161-a64a-7f…

1 0

Malformed UTF-8 character on "Date::Pcalc" install
by Dennis Kavadas 13 Jun '06

13 Jun '06

hi all when i try and install the perl module "Date::Pcalc" via "perl -MCPAN -e shell" i get a lot of the below errors... Running the very latest 2.0.4 version on Redhat 9.0 Malformed UTF-8 character (1 byte, need 3, after start byte 0xec) at /root/.cpan/build/Date-Pcalc-1.2/blib/lib/Date/Pcalc.pm line 203. Malformed UTF-8 character (1 byte, need 3, after start byte 0xec) at /root/.cpan/build/Date-Pcalc-1.2/blib/lib/Date/Pcalc.pm line 203. Malformed UTF-8 character (1 byte, need 3, after start byte 0xec) at /root/.cpan/build/Date-Pcalc-1.2/blib/lib/Date/Pcalc.pm line 203. Malformed UTF-8 character (1 byte, need 3, after start byte 0xec) at /root/.cpan/build/Date-Pcalc-1.2/blib/lib/Date/Pcalc.pm line 204. Malformed UTF-8 character (1 byte, need 3, after start byte 0xec) at /root/.cpan/build/Date-Pcalc-1.2/blib/lib/Date/Pcalc.pm line 204. Malformed UTF-8 character (unexpected continuation byte 0xaa, with no preceding start byte) at /root/.cpan/build/Date-Pcalc-1.2/blib/lib/Date/Pcalc.pm line 229. Malformed UTF-8 character (unexpected continuation byte 0xaa, with no preceding start byte) at /root/.cpan/build/Date-Pcalc-1.2/blib/lib/Date/Pcalc.pm line 229. Malformed UTF-8 character (unexpected continuation byte 0xaa, with no preceding start byte) at /root/.cpan/build/Date-Pcalc-1.2/blib/lib/Date/Pcalc.pm line 229. Malformed UTF-8 character (unexpected continuation byte 0xaa, with no preceding start byte) at /root/.cpan/build/Date-Pcalc-1.2/blib/lib/Date/Pcalc.pm line 229. Malformed UTF-8 character (unexpected continuation byte 0xaa, with no preceding start byte) at /root/.cpan/build/Date-Pcalc-1.2/blib/lib/Date/Pcalc.pm line 229. Malformed UTF-8 character (unexpected non-continuation byte 0x62, immediately after start byte 0xe1) at /root/.cpan/build/Date-Pcalc-1.2/blib/lib/Date/Pcalc.pm line 229. Malformed UTF-8 character (unexpected non-continuation byte 0x61, immediately after start byte 0xe7) at /root/.cpan/build/Date-Pcalc-1.2/blib/lib/Date/Pcalc.pm line 254. Malformed UTF-8 character (unexpected non-continuation byte 0x6f, immediately after start byte 0xf1) at /root/.cpan/build/Date-Pcalc-1.2/blib/lib/Date/Pcalc.pm line 254. Malformed UTF-8 character (unexpected non-continuation byte 0x73, immediately after start byte 0xea) at /root/.cpan/build/Date-Pcalc-1.2/blib/lib/Date/Pcalc.pm line 255. Anyone have any suggestions ?

1 0

otrs + bugzilla
by Jeff Christensen 12 Jun '06

12 Jun '06

Has any one ported the following: http://lists.otrs.org/pipermail/otrs/2004-February/003736.html to version 4.0 of OTRS? Thanks.

1 0

Why I could not see my Admin Icon
by Zhang Wayne 12 Jun '06

12 Jun '06

After installation and creating one admin user, first logon I could see Admin icon, second logon I could not see Admin icon, can anyone tell me why and how to fix it, thanks! _________________________________________________________________ 免费下载 MSN Explorer: http://explorer.msn.com/lccn/

3 2

sorting tickets
by Mamakwa M. Sefiri 12 Jun '06

12 Jun '06

Please I need help sorting tickets on the otrs according to received date Please advice Thanks

1 0

Crystal Reports
by Mamakwa M. Sefiri 12 Jun '06

12 Jun '06

1 0

Email Postmaster
by BATARD olivier 12 Jun '06

12 Jun '06

Hi, Since Yesterday, we have have an huge quantity of mail like this in the postmaster queue : DBI::db=HASH(0x86ed664)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /usr/share/otrs/Kernel/System/DB.pm line 219, <PRODUCT> line 4. Anyone can explain ? Thanks, Olivier BATARD, Technicien Système - Poste 1695 SIGMA Informatique http://www.sigma.fr 3 rue Newton, BP 4127, 44241 La Chapelle sur Erdre Cedex Tel direct : 0240371456

4 4

Config.pm problem
by Steve Hill 09 Jun '06

09 Jun '06

I know that I broke something, but I now have two identical Config.pm files, one at /etc/otrs/Kernel and the other one at $HOME/Kernel. I think that I had one as a link to the other, but I can't find why I did that, nor which way the link pointed. ls of /etc/otrs/Kernel reveals total 45 drwxrwxr-x 3 www-data nogroup 216 Mar 29 17:09 Config -rw-rw-r-- 2 www-data nogroup 4831 Apr 26 16:37 Config.pm -rw-rw-r-- 1 www-data nogroup 3924 Nov 22 2005 Config.pm.dist -rw-rw-r-- 1 www-data nogroup 4786 Apr 14 16:08 Config.pm.old -rw-rw-r-- 1 www-data nogroup 4786 Apr 14 16:05 Config.pm~ drwxrwxr-x 2 www-data nogroup 664 May 10 01:36 Language -rw-rw-r-- 1 www-data nogroup 12247 Nov 22 2005 Language.pm drwxrwxr-x 2 www-data nogroup 3200 May 10 01:36 Modules lrwxrwxrwx 1 www-data nogroup 16 Mar 29 17:09 Output -> /etc/otrs/Output drwxrwxr-x 18 www-data nogroup 1680 May 10 01:36 System ls of $HOME/Kernel reveals total 24 drwxr-xr-x 2 www-data nogroup 80 Mar 29 17:09 Config lrwxrwxrwx 1 root root 32 Jun 2 03:54 Config.pm -> /usr/share/otrs/Kernel/Config.pm -rw-r--r-- 1 www-data nogroup 4308 Apr 6 02:04 Config.pm.old -rw-rw-r-- 2 www-data nogroup 4831 Apr 26 16:37 Config.pm.prelink -rw-rw-r-- 1 www-data nogroup 4814 Apr 24 15:29 Config.pm~ (I have tried it with the link going the other way, too.) I receive emails like: From otrs(a)rhinonetworksolutions.com Fri Jun 2 03:30:17 2006 X-Original-To: root@localhost From: root(a)rhinonetworksolutions.com (Cron Daemon) To: root@localhost Subject: Cron <otrs@charlie> $HOME/bin/PostMasterPOP3.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, 2 Jun 2006 03:30:17 -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 'TimeZone' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Obviously, something is wrong because the values ARE defined in Defaults.pm. Please let me know if you see anything glaringly obvious. Thanks, Steve p.s. Can someone please tell me how to discover what the Apache user and group are?

1 0

Re: [otrs] Could not group the customers
by Jeff Baughn 09 Jun '06

09 Jun '06

It'll take some time to set up, but use the Postmaster filter to filter messages from pro-user(a)companyA.com to X-OTRS-Queue=AgentA, pro-user(a)companyB.com to X-OTRS-Queue=AgentB, etc. As far as the Customer web tickets, set it up so the only queues these pro-users can see are the queues belonging to their specific agent. -Jeff > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Thomas Riedrich > Sent: Friday, June 09, 2006 6:25 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Could not group the customers > > Hello, > > we're evaluating OTRS for our company. We have about 30 "agents" who > would use OTRS if it is implemented. We need one specific feature > though ,and I' not sure if OTRS has it. We have a few hundred "pro" > customers, and those pro-customers each have their own support agent > which they always e-mail with. Is it possible with OTRS to set up a > customer database, and when one of these pro-customers creates a new > support ticket via e-mail or via the customer web interface, that this > new ticket is directly assigned to a specific agent, instead of going to > a regular queue, to make sure that the ticket is assigned to and > answered by this pro-customers' "personal" support agent? > > Kind regards, > Tom > > _______________________________________________ > 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

Could not group the customers
by bipin＠spectrum.net.in 09 Jun '06

09 Jun '06

Hi eveybody, The outside customers sends emails to my OTRS system from various emailIDs. The customers are not able to login through the webinterface. They use their email client or webmail or thirdparty emails (yahoo,gmail) to send their request. Whats my problem is I could not group them. I can receive their request and send the solutions to them successfully. But I could not set a search criteria for them. How can I solve this problem Thanks in advance ~ -- Bipin Das Linux Administrator, Spectrum Phone : +91 484 234 6344 www.spectrum.net.in

3 2

500 Internal Server Error
by Jeremi Bergman 09 Jun '06

09 Jun '06

I'm trying to insteall OTRS on my FC1 box running Cpanel. i've used the RPM to install, but am getting a 500 Internal Server Error. My Error log states: [Thu Jun 8 14:41:20 2006] [error] [client 206.98.128.14] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl All of my modules are isntalled correctly: 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 ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok And as far as i know my permission are set correctly: # ls -l total 16 drwxrwxr-x 3 nobody nobody 1024 Jun 8 14:42 ./ drwxrwxr-x 4 nobody nobody 1024 Jun 8 13:00 ../ drwxrwxr-x 2 nobody nobody 1024 Nov 12 2005 cpanel/ -rwxrwxr-x 1 nobody nobody 1527 Nov 12 2005 customer.pl* -rwxrwxr-x 1 nobody nobody 1419 Nov 12 2005 faq.pl* -rwxrwxr-x 1 nobody nobody 1515 Nov 12 2005 index.pl* -rwxrwxr-x 1 nobody nobody 4365 Nov 12 2005 installer.pl* -rwxrwxr-x 1 nobody nobody 1524 Nov 12 2005 public.pl* Any guidance would be greatly appreciated!

5 5

Themes ?
by Dennis Kavadas 09 Jun '06

09 Jun '06

hi all not sure if my emails to the OTRS list are getting through as i've asked a quesrtion about themes and OTRS2.x Where can I find new themes ?

1 0

Assigning Tickets to a set of users
by Prafulla Kumar H.S. 09 Jun '06

09 Jun '06

Hi, I want to assign tickets to set of users so that any one among them can pick up the same. I went thorough the manual and not able to find any method. I am looking for help on this problem from some one who had worked on this. Regards, Prafulla Kumar

2 1

ticket autoclose after resolved state, after 72 hrs
by Priya b 09 Jun '06

09 Jun '06

Hi all, I want to autoclose a ticket after resolved state & after 72 hrs if the customer does not close it manualy. I think i can do it using cronjobs. But what will the variable name representing the "Time after resolved state:"?(which i need to set as 72 hrs.) Again , what is Termin1 & Termin2 fields in customer.pl Plz help me. Thanks in advance priya

2 1

Two Questions
by carinus.carelse＠mrc.ac.za 08 Jun '06

08 Jun '06

1) Is it Possible to set OTRS so that a note goes out when an agent makes an update. currently mine only does a notification if the Customer makes an update. 2) I created an agent but when I want to assign him as an owner he does not appear in the list but I can login as him. Carinus -- This e-mail and its contents are subject to the South African Medical Research Council e-mail legal notice available at http://www.mrc.ac.za/about/EmailLegalNotice.htm

2 1

Installation Questions
by Hershel Robinson 08 Jun '06

08 Jun '06

I am attempting to install OTRS on a Linux VPS (virtual private server). I have SSH access to the server. I downloaded otrs-2.0.4-01.i386.rpm and installed it and it worked. Well, it claimed to have worked. Unfortunately the URL that it provided me to continue the installation failed--it doesn't exist. A few points to note about this situation: I myself have few Linux skills--nothing more than the Unix basics I used back in college. Furthermore, I know very little about this VPS, as in how precisely it works etc. The VPS support responded thusly when asked what OS the machine runs: Linux host.mzshosting.com 2.6.8-022stab078.1-enterprise #1 SMP Thu May 11 13:51:08 MSD 2006 i686 athlon i386 GNU/Linux The machine is hosted by powervps.com After the install, the system said to continue here: http://host.mzshosting.com/otrs/installer.pl but mzshosting.com itself doesn't really go anywhere, let alone that URI. So, can anyone tell me how to proceed from here? Thanks, Hershel -- Gallery Robinson Web Services http://web.galleryrobinson.com/

3 24

Problem with OTRS mails in Eudora
by Thomas Riedrich 08 Jun '06

08 Jun '06

Hello, we're currently testing OTRS in our company. It works fine, except that only Eudora displays mails from the OTRS system incorrectly. Outlook, Evolution & Thunderbird do fine. Eudora doesn't print any newlines, the whole e-mail is one single line. There's absolutely no option in Eudora which would configure the way Eudora displays e-mails, so we must re-configure something in OTRS (charset etc.). Is there any such option for outgoing e-mails in OTRS? Tom

1 0

Migrating and article file storage
by Danie 08 Jun '06

08 Jun '06

Hi all , I want to migrate from one otrs system to another (mainly due to old hardware) , but I have a few questions before I jump into stormy waters : - If migrating let's say from a Debian based system to a Redhat (Fedora) based system , is the data the same? - Also if I only want to migrate the database , is it as simple as dumping the database (let's say with the ./backup script) ? - I'm currently running my ticket storage module in ArticleStorageFS , how can i migrate this data over to the new server? Regards D

2 2

question: mail notification to customer
by Robertino Hermansson 08 Jun '06

08 Jun '06

hi, Is it possible for otrs to automatically send an e-mail to a customer when the customers account is created in the agent interface? like a checkbox for 'send notification to customer' and then send the relevant data to the customer. --Robertino Hermansson

1 0

posponed tickets otrs 2.0.4
by Johan Bijlsma 08 Jun '06

08 Jun '06

Is there a way to prevent the system to allert when i change the owner of a posponed ticket. Thanks for your time, Best Regards, Johan Bijlsma. Rotaform. Lelystad, Netherlands.

1 0

Permission problems when accessing SysConfig
by Robertino Hermansson 08 Jun '06

08 Jun '06

hi list, Permission problem on a RedHat Enterprise release 4 box, When I installed otrs I had permission problems with the installer.pl but did that manually according to the manual. I installed the release from rpm package. Now I'm not able to access the SysConfig from the Admin interface, It gives me this error message. -- ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Wed Jun 7 13:32:33 2006 Message: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Traceback (16177): Module: Kernel::System::Config::WriteDefault (v1.45) Line: 183 Module: Kernel::Modules::AdminSysConfig::Run (v1.38) Line: 54 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.80) Line: 47 -- I've run SetPermissions.sh like this: [root@xxx bin]# ./SetPermissions.sh /opt/otrs otrs apache apache apache SetPermissions.sh <$Revision: 1.27 $> - set OTRS file permissions Copyright (c) 2001-2004 Martin Edenhofer <martin(a)otrs.org> Setting file permissions... chown -R apache:apache /opt/otrs chmod -R og+rw /opt/otrs chown otrs:apache /opt/otrs chown otrs:apache /opt/otrs/.fetchmailrc chmod 0710 /opt/otrs/.fetchmailrc chown otrs:apache /opt/otrs/.procmailrc chmod 0644 /opt/otrs/.procmailrc chown otrs:apache /opt/otrs/.mailfilter chmod 0600 /opt/otrs/.mailfilter chown -R otrs:apache /opt/otrs/var/ chown -R apache:apache /opt/otrs/var/sessions/ touch && chown otrs:apache /opt/otrs/var/log/TicketCounter.log chmod -R 775 /opt/otrs/bin/ (chown && chmod 700) otrs:0 /opt/otrs/bin/DeleteSessionIDs.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/UnlockTickets.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/otrs.getConfig Since httpd runs as user/group apache. Even tried to chmod 777 the whole directory tree (opt/otrs/Kernel/Config/Files) Anyone that could help me with a solution? --Robertino

2 6

Where are the themes ?
by Dennis Kavadas 08 Jun '06

08 Jun '06

hi all where can i find themes for otrs 2.x ?

1 0

Where are the themes ?
by Dennis Kavadas 08 Jun '06

08 Jun '06

hi all where can i find themes for otrs 2.x ?

1 0

Automatic ticket transfering to specified queue on time basis.
by Константин Ёлшин 07 Jun '06

07 Jun '06

Hello. Is there any way to make tickets automaticaly be transfered from one queue to another after specified amount of time? Every ticket should have it's own counter of time it spent in some queue.

1 0

TicketView & default User Question
by Nicolas Karlinski 07 Jun '06

07 Jun '06

Hi there, The length of the lines of the Email I am receiving are trunkated after 70 caracters or so. I changed the TextArea setting but it does not seems to do anything... How can I increase the default lenght? Also, when I ticket is received by the system, the owner is root@otrs. This does not mean anything for the Customers. How can I chnage it to "No-One" or something more meaningful for the customer? Thanks NICOLAS KARLINSKI Operation Manager ARKADIN GLOBAL AUDIO & DATA CONFERENCING One Penn Plaza, Suite 2200 New York, NY 10119 Tel: 646-495-7608 Fax: 212-594-1910 Web: www.arkadin.com <http://www.arkadin.com/>

1 0

How to allow email tickets from a group only
by Bulent Oktem 07 Jun '06

07 Jun '06

Hi, I have several queues with different groups having write access to it. In the Web user interface only those groups can create tickets in these queues as expected. However, sending a ticket via email and filtering that into one of these queues have no group control. How can I control the group of the sender (email->group) and reject the ticket if that customer is not in the group of the queue? Regards, Bulent Oktem

1 0

RE: [otrs] Company Ticket
by Nicolas Karlinski 07 Jun '06

07 Jun '06

There is a very easy wau to do this: Go to the SysAdmin section of the OTRS, search Customer::ModuleRegistation and edit the NavBar according to your needs. This is a very simple and safe way to do it. Message: 8 Date: Wed, 7 Jun 2006 09:04:17 +0200 From: "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> Subject: [otrs] Company Ticket To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <677A0BFB1C183D4AA6C329A3B5BA7F1F040A6B2A(a)cheetah.nrf.ac.za> Content-Type: text/plain; charset="us-ascii" Please advise. I need to remove the Company Ticket link on the Customer window, I have searched on all the Customer .dlt forms and could not find anything. thanks NICOLAS KARLINSKI Operation Manager ARKADIN GLOBAL AUDIO & DATA CONFERENCING One Penn Plaza, Suite 2200 New York, NY 10119 Tel: 646-495-7608 Fax: 212-594-1910 Web: www.arkadin.com <http://www.arkadin.com/>

1 0

Applications
by Dennis Kavadas 07 Jun '06

07 Jun '06

Hi all Firstly let me just say, wow... the best helpdesk application i've seen, great work guys, keep it up !! Two Questions... 1. Where can i find the calander and other application shown on the OTRS web ? 2. Does OTRS allow for Active Director intergration on the back-end for user authentication, if so, how do i set it up, can't see the options anywhere. 3. Can I easly add an image to the top of thge OTRS web for the ticket team, as seen on the OTRS web for the customer login page ? Regards

2 1

Company Ticket
by Mamakwa M. Sefiri 07 Jun '06

07 Jun '06

Please advise. I need to remove the Company Ticket link on the Customer window, I have searched on all the Customer .dlt forms and could not find anything. thanks

1 0

Search
by Dennis Kavadas 07 Jun '06

07 Jun '06

hi all why aren't I able to search the CustomerID field with a wild card.... e.g, john.sm* it seems like i have to have the full email address otherwise nothing is found. regards

1 0

RE: [otrs] (no subject)
by Andy Lubel 07 Jun '06

07 Jun '06

Would it by chance be: Frontend::Module###AgentTicketStatusView: Frontend module registration for the AgentTicketStatusView object in the agent interface. ? If I assign say "admin" group to the "Group" and "superusers" group to "Group Ro:" will my result be that the "admin" group will be able to do anything with any ticket they see and the group "superusers" will just be able to get a read only view of the tickets? Thanks, Andy -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Tuesday, June 06, 2006 11:54 PM To: User questions and discussions about OTRS.org Subject: [otrs] (no subject) Is there a way for admin to see locked tickets(without doing a search)? More to the point: Is there a way for me to have certain users be able to see locked tickets, and if nessecary unlock and re-assign to another person assigned as "rw" on a queue? Thanks, Andy _______________________________________________ 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

(no subject)
by Andy Lubel 07 Jun '06

07 Jun '06

Is there a way for admin to see locked tickets(without doing a search)? More to the point: Is there a way for me to have certain users be able to see locked tickets, and if nessecary unlock and re-assign to another person assigned as "rw" on a queue? Thanks, Andy

1 0

Re: [otrs] Email and Queue Dispatching
by Jeff Baughn 06 Jun '06

06 Jun '06

You may want to check out the discussion from earlier this year titled "Queue ID in ticket number or hook". It is a method to "number" your tickets based on the queue they belong. You could then use that number to filter with the Postmaster filters. Good Luck. -Jeff > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Elias Lopez > Sent: Monday, June 05, 2006 9:09 PM > To: otrs(a)otrs.org > Subject: [otrs] Email and Queue Dispatching > > Hi, I'm trying to achieve multiple queues using only 1 email address. > > I have a "Sales" queue with a number of subqueues. > > My problem is that if a response is sent from the sub-queue, and the > customer replies, since there is only one email address it comes back in > marked as the "Sales" queue rather than "Sales::Tech" or whatever. > > I could probably achieve what I want with the postmaster filter if there > was a way to tag outgoing messages with what queue they come from. > > The documentation only refers to manipulating incoming messages, I was > hoping someone had done something similar. > > 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. > _______________________________________________ > 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

pam_succeed_if: error retrieving information about user otrs
by Nils Breunese (Lemonbit Internet) 06 Jun '06

06 Jun '06

Hello, I recently uninstalled OTRS on a Fedora Core 3 machine, using rpm -e otrs. I restarted apache and also dropped the otrs database as I didn't need that anymore on that machine. After that I kept getting a lot of messages like this in my logwatch emails: crond[799]: pam_succeed_if: error retrieving information about user otrs I thought maybe the user otrs was still on the system with a crontab trying to execute OTRS tasks, so I removed the otrs user (userdel -r otrs). But I'm still getting a _lot_ of messages like the above (only the number changes, I guess that's a pid). Does anyone have any idea what's still left on this system that causes these errors? Nils Breunese.

1 0

Multiple Queues and the visibility of data
by Prafulla Kumar H.S. 06 Jun '06

06 Jun '06

Hi, I am able to configure my OTRS system with four queues and the owners of each queue will not be able to see the tickets which have come to other queues. Now there is one basic question. Suppose, if the owner of queue (say Queue1) searches for the tickets raised by a specific user, whether the system throws out the tickets submitted by him to other queues also? I request some one who had worked on this problem to clarify my doubt. Regards, Prafulla Kumar

1 0

Email and Queue Dispatching
by Elias Lopez 06 Jun '06

06 Jun '06

Hi, I'm trying to achieve multiple queues using only 1 email address. I have a "Sales" queue with a number of subqueues. My problem is that if a response is sent from the sub-queue, and the customer replies, since there is only one email address it comes back in marked as the "Sales" queue rather than "Sales::Tech" or whatever. I could probably achieve what I want with the postmaster filter if there was a way to tag outgoing messages with what queue they come from. The documentation only refers to manipulating incoming messages, I was hoping someone had done something similar. 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

Re: [otrs] Priorites in OTRS - Can they be edited?
by Laurent GALAIS 06 Jun '06

06 Jun '06

This was never answered. Just FYI, I updated the tables 'ticket_priority' and ticket for the column 'ticket_priority_id' It looks ok but I was wondering if somebody could easily point me on how to change the red flag color that is attached to 'high' and 'very high', somewhere hardcoded to id 4 and 5 ... in other words, when I set a case priority to low it becomes now red flagged ... :o) Will make further research tomorrow but I was just curious if someone had a straight answer for me. Merci ! Laurent At 09:20 PM 1/27/2006, Steve Wilson wrote: >content-class: urn:content-classes:message >Content-Type: multipart/alternative; > boundary="----_=_NextPart_001_01C623B1.7002AFF8" > >I noticed in OTRS that the priorities are as follows: > >P1 Very Low >P2 Low >P3 Normal >P4 High >P5 Very High > >I have looked to see if I can modify these values or their order, but it >appears that I cannot. It would be really nice to be able to modify the >priorities such that they are in reverse order (i.e., P1-Very High, >P2-High, P3-Normal, P4-Low, P5-Very Low). > >Thanks, >Steve Wilson >Preventsys, Inc > >_______________________________________________ >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/ Laurent GALAIS Four J's Development Tools 866 314 7300 x305 www.fourjs.com

1 0

RE: [otrs] new "note!" notifications not getting sent at all
by Isaac Gonzalez 05 Jun '06

05 Jun '06

I figured this out.... I just needed to edit the sysconfig for tickets to be able to select an agent(optional) to notify when I submit a ticket. -Isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Isaac Gonzalez Sent: Friday, June 02, 2006 5:43 PM To: User questions and discussions about OTRS.org Subject: [otrs] new "note!" notifications not getting sent at all All other agent notifications are working fine I believe.....so its not an smtp issue. Not sure where else to look. Thanks, isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379

1 0

RE: [otrs] bgcolor in Login.dtl otrs 2.0
by Andy Lubel 05 Jun '06

05 Jun '06

look in /Kernel/Output/HTML/Standard/css.dtl .body area HTH, Andy ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Goldberg, Shayne Sent: Monday, June 05, 2006 4:03 PM To: 'otrs(a)otrs.org' Subject: [otrs] bgcolor in Login.dtl otrs 2.0 I am new to using otrs and trying to customize the login screen to meet my needs. I have been trying to change the bgcolor by adding a bgcolor variable in the <body > section of Login.dtl. When I refresh the login screen the bgcolor is not taking. I think this value must be coming from somewhere else, but I am not sure where. How can I change the bgcolor in Login.dtl ? Do I have to update another file? Is this value stored somewhere else in the configuration? Thanks Shayne

1 0

RE: [otrs] bgcolor in Login.dtl otrs 2.0
by Goldberg, Shayne 05 Jun '06

05 Jun '06

Great! Thanks -----Original Message----- From: Andy Lubel [mailto:andy.Lubel@gtsi.com] Sent: Monday, June 05, 2006 4:49 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] bgcolor in Login.dtl otrs 2.0 look in /Kernel/Output/HTML/Standard/css.dtl .body area HTH, Andy _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Goldberg, Shayne Sent: Monday, June 05, 2006 4:03 PM To: 'otrs(a)otrs.org' Subject: [otrs] bgcolor in Login.dtl otrs 2.0 I am new to using otrs and trying to customize the login screen to meet my needs. I have been trying to change the bgcolor by adding a bgcolor variable in the <body > section of Login.dtl. When I refresh the login screen the bgcolor is not taking. I think this value must be coming from somewhere else, but I am not sure where. How can I change the bgcolor in Login.dtl ? Do I have to update another file? Is this value stored somewhere else in the configuration? Thanks Shayne

1 0

bgcolor in Login.dtl otrs 2.0
by Goldberg, Shayne 05 Jun '06

05 Jun '06

I am new to using otrs and trying to customize the login screen to meet my needs. I have been trying to change the bgcolor by adding a bgcolor variable in the <body > section of Login.dtl. When I refresh the login screen the bgcolor is not taking. I think this value must be coming from somewhere else, but I am not sure where. How can I change the bgcolor in Login.dtl ? Do I have to update another file? Is this value stored somewhere else in the configuration? Thanks Shayne

1 0

Apache-perl-startup questions about database "connect_on_init"
by Andy Lubel 05 Jun '06

05 Jun '06

Hello, I have a question: Im testing the "fast" (speed wise) way to install OTRS and I have everything working but I cant help but feel that I have either overlooked something in the documentation or it just isnt there. I have gotten to the part: ===================================== You may want to use a mod_perl startup script. Compiled modules on startup (speed!)! Use the mod_perl startup script which comes with otrs (scripts/apache-perl-startup.pl). - Change the default startup script location of your httpd to $OTRS_HOME/scripts/apache-perl-startup.pl in httpd.conf [...] # load all otrs modules Perlrequire /opt/otrs/scripts/apache-perl-startup.pl [...] Edit the scripts/apache-perl-startup.pl script: - Establish datababase connections on process startup (httpd). [...] use Apache (); use Apache::DBI (); Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'some-pass'); # Apache::DBI->connect_on_init($data_source, $username, $auth, \%attr) [...] ====================================== Now, heres my apache-perl-startup.pl (establish database connections on process startup section only) ====================================== use Apache (); use Apache::DBI (); Apache::DBI->connect_on_init('DBI:mysql:otrs_dev', 'otrs', 'somepassthatiwontpaste'); use DBI (); use DBD::mysql (); ====================================== Do I need to comment out some lines from the Kernel/Config.pm now? I have 2 database connection strings and would prefer that they be loaded from the startup.pl file. When I comment out the database connection lines in the Kernel/Config.pm file, I get errors connecting to the database. In fact I have set the Apache::DBI username to something that doesn't even have privs on the database but cant see where it actually uses that Apache::DBI "preloaded" connection(I don't get errors). Theoretically my apache-perl-startup.pl should look like this if I use the preload function (but im not sure how to call it with Kernel/Config.pm though, hence the email): ====================================== use Apache (); use Apache::DBI (); Apache::DBI->connect_on_init('DBI:mysql:otrs_dev', 'otrs', 'somepassthatiwontpaste'); #use DBI (); #use DBD::mysql (); ====================================== Shouldn't I be able to edit the Kernel/Config.pm file to use the Apache::DBI as opposed to making a new DBD::mysql connection? Thanks in advance to anyone who can help me understand this option! Andy Lubel OTRS 2.04 / MAC OSX 10.4.6

1 0

Multiple OTRS HowTo --> Ready
by KartheeK 05 Jun '06

05 Jun '06

Hello Christian, I have authoed a small howto about installing multiple otrs on multiple apaches... I will be glad to make it available for the OTRS community after your review... Please let me know where I need to mail you the doc... Regards KartheeK --------------------------------- Yahoo! India Answers: Share what you know. Learn something new Click here Send free SMS to your Friends on Mobile from your Yahoo! Messenger Download now

1 0

Support for multiple CustomerAuth modules
by Ralf Becker 05 Jun '06

05 Jun '06

Hello! I'm just new to OTRS and I'm trying to configure it for our needs. As our customers should be authenticated using LDAP and internal OTRS database, I realised that it isn't possible to use multiple Authentication Modules for customers. So I've done a very simple AuthModule called Kernel::System::CustomerAuth::Multiple which uses multiple AuthModules (like DB, LDAP, Radius, ...) to authenticate customers. Usage is very simple: Copy Multiple.pm to Kernel/System/CustomerAuth/Multiple.pm. You'll find it at http://www.fh-trier.de/~beckerr/OTRS-CustomerAuth/Multiple.pm To use CustomerAuth::DB and CustomerAuth::LDAP modify your Config.pm like this: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::Multiple'; $Self->{'Customer::AuthModule::Multiple::Modules'}='Kernel::System::CustomerAuth::DB Kernel::System::CustomerAuth::LDAP'; So CustomerAuth::Multiple tries to authenticat users using CustomerAuth::DB first and, if this fails, it trys CustomerAuth::LDAP. Regards, Ralf

1 0

Multi Group
by Prafulla Kumar H.S. 05 Jun '06

05 Jun '06

Whether the Multi Group feature is withdrawn from OTRS 2.0.4 Regards, Prafulla

1 0

POP3 - Message: Can't connect to [mailserver]
by Jared Patterson 04 Jun '06

04 Jun '06

Hi All, For some reason im having trouble on two separate OTRS installs, on different machines when trying to collect mail via POP3. When I manually run the scripts ./PostMasterPOP3.pl I get the following error: [root@DWUX01 bin]# ./PostMasterPOP3.pl ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Sun Jun 4 13:10:58 2006 Message: Can't connect to 10.69.100.4 Traceback (9683): Module: main::FetchMail (v1.11.2.1) Line: 130 Module: ./PostMasterPOP3.pl (v1.11.2.1) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Sun Jun 4 13:10:58 2006 Message: Can't connect to 10.69.100.4 Traceback (9683): Module: main::FetchMail (v1.11.2.1) Line: 130 Module: ./PostMasterPOP3.pl (v1.11.2.1) Line: 106 I originally had this working on one of the copies, not sure what I've done to change this, but now both report the same thing, and are both running on different boxes. Have tested POP connections, and they are all working correctly. Any help would be much appreciated .......... Jared Patterson

1 0

new "note!" notifications not getting sent at all
by Isaac Gonzalez 03 Jun '06

03 Jun '06

All other agent notifications are working fine I believe.....so its not an smtp issue. Not sure where else to look. Thanks, isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379

1 0

Problem with autoresponse (Field from in blank)
by Fernando Sanchez 02 Jun '06

02 Jun '06

Hello, The OTRS received the ticket by PostmasterPOP3.pl very well, but wen the aplication sends the autoresponse, the field from (Mail From) is blank, for ex: Connection with server SMTP is : Mail From:<> This field is refused by SMTP server, because is blank RCPT TO:<xyz(a)lalala.com> In the Config.pm <http://config.pm/> $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = ' x.x.x.x'; Wen i send mail by web front-end the otrs sends with the mail of queue. The error occur only the feature outoresponse. In the version 1.31 the otrs sends mail from:<otrs@localhost> That is a bug or there is a configuration where i can force this?

1 0

See all new and open tickets in My Queues
by Guillaume Rehm 02 Jun '06

02 Jun '06

Hi all, Is it possible to configure OTRS 1.3.2 to see all your tickets (open and new state) in the queue list (my queues) ? We want to have all our tickets sort by queues (like were tickets stat is new). Is it that clear ? Thanks in advance. -- Guillaume REHM Service Informatique Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

1 0

View tickets if you are not owner
by Guillaume Rehm 02 Jun '06

02 Jun '06

Hi list, Is it possible to view in the queue view all open tickets even you are not owner of some tickets. Thanks a lot -- Guillaume REHM Service Informatique Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

2 2

No Notification for Tickets created in Customers Web Interface
by Bulent Oktem 02 Jun '06

02 Jun '06

Hi, I setup OTRS with several queues, My agents receive a notification for new tickets in those queues if they are created by email, however they dont receive notification if tickets are created by customers via customer web user interface. If the Customer creates them in Raw we do get Notification though. Is this normal, how can i turn on Notifications for those tickets? Thanks, Bulent Oktem

2 1

migrating from RT to OTRS
by Brad Murdoch 02 Jun '06

02 Jun '06

I have been looking for some instruction of utilities to help with converting RT to OTRS, with no luck whatsoever...... is there anyone out there with any info on this?...... any info at all -- ------------------------------------------------------------------------------------------------------------- Brad Murdoch phone: +64 3 4793550 Infrastructure Engineer fax: +64 3 4747429 Allied Press Limited email: brad(a)it.alliedpress.co.nz Dunedin, New Zealand web: www.alliedpress.co.nz -------------------------------------------------------------------------------------------------------------

2 1

Group Management
by Robertino Hermansson 02 Jun '06

02 Jun '06

Hi, Is it possible to add a custom field into the Group Management besides the 3 default fields. For example I would like to add a field called GroupID (customer id) when creating new groups. How is this done? And how does this affect existing groups? thanks, Robertino Hermansson

1 0

Triggering some effect when moving Tickets
by Christian Celler 02 Jun '06

02 Jun '06

Hi, is it possible to trigger e.g. a spamassassin when moving a Ticket to the Junk-Queue? So SA can learn this new junk and filter it out in the future... (Yes, we're using SA and are already filtering by header, but if SA doesn't learn the achievement is not... measurable...) Regards Christian Celler -- http://www.4netplayers.de - http://www.4players.de

1 0

Change ticket state
by Guillaume Rehm 02 Jun '06

02 Jun '06

Hi all, How can I change the ticket state from new to open without send an external email ? Thanks in advance for this little question. -- Guillaume REHM Service Informatique Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

2 1

Config.pm problem
by Steve Hill 02 Jun '06

02 Jun '06

I know that I broke something, but I now have two identical Config.pm files, one at /etc/otrs/Kernel and the other one at $HOME/Kernel. I think that I had one as a link to the other, but I can't find why I did that, nor which way the link pointed. ls of /etc/otrs/Kernel reveals total 45 drwxrwxr-x 3 www-data nogroup 216 Mar 29 17:09 Config -rw-rw-r-- 2 www-data nogroup 4831 Apr 26 16:37 Config.pm -rw-rw-r-- 1 www-data nogroup 3924 Nov 22 2005 Config.pm.dist -rw-rw-r-- 1 www-data nogroup 4786 Apr 14 16:08 Config.pm.old -rw-rw-r-- 1 www-data nogroup 4786 Apr 14 16:05 Config.pm~ drwxrwxr-x 2 www-data nogroup 664 May 10 01:36 Language -rw-rw-r-- 1 www-data nogroup 12247 Nov 22 2005 Language.pm drwxrwxr-x 2 www-data nogroup 3200 May 10 01:36 Modules lrwxrwxrwx 1 www-data nogroup 16 Mar 29 17:09 Output -> /etc/otrs/Output drwxrwxr-x 18 www-data nogroup 1680 May 10 01:36 System ls of $HOME/Kernel reveals total 24 drwxr-xr-x 2 www-data nogroup 80 Mar 29 17:09 Config lrwxrwxrwx 1 root root 32 Jun 2 03:54 Config.pm -> /usr/share/otrs/Kernel/Config.pm -rw-r--r-- 1 www-data nogroup 4308 Apr 6 02:04 Config.pm.old -rw-rw-r-- 2 www-data nogroup 4831 Apr 26 16:37 Config.pm.prelink -rw-rw-r-- 1 www-data nogroup 4814 Apr 24 15:29 Config.pm~ (I have tried it with the link going the other way, too.) I receive emails like: From otrs(a)rhinonetworksolutions.com Fri Jun 2 03:30:17 2006 X-Original-To: root@localhost From: root(a)rhinonetworksolutions.com (Cron Daemon) To: root@localhost Subject: Cron <otrs@charlie> $HOME/bin/PostMasterPOP3.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, 2 Jun 2006 03:30:17 -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 'TimeZone' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Obviously, something is wrong because the values ARE defined in Defaults.pm. Please let me know if you see anything glaringly obvious. Thanks, Steve

1 0

Permissions
by Cody Grosskopf 01 Jun '06

01 Jun '06

Hi, I am running SuSE 9.3 with otrs 2.0.4..i am having problems with permissions. The only way i can get the web part to work is to make the user wwwrun and so since it the user is wwwrun i cannot run the cron jobs and so the email part does not work. Any ideas on how to get this to work? Thanks Cody

2 1

Changing location of ArticleFS
by Danie 01 Jun '06

01 Jun '06

Hi! Is there a Config setting to specify where to store articles (if ArticleFS is spesified in Config.pm) ? Alternatively , has anyone moved their database , filesystem storage from one system to another. I am running out of space and seriously need a solution! Any help will be greatly appreciated. Daniel

1 0

SV: [otrs] Problem with Last Name Field in Add user
by Mikael Mattsson 01 Jun '06

01 Jun '06

I would blame Google Toolbar. (or a similar browser-plugin that stores form data) /Mikke. ________________________________ Från: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] För CampbellG(a)dfo-mpo.gc.ca Skickat: den 25 maj 2006 14:41 Till: otrs(a)otrs.org Ämne: [otrs] Problem with Last Name Field in Add user Greetings - I am using OTRS 2.0.3 on a linux system and it has been working fine for quite some time until just recently. I tried to add a new user to the system and the last name field is already filled in when I click on the user button to bring up the form. If I delete the field contents and type in the proper name and click add it still retains the wrong name (from another user record). Has anyone seen this behaviour before? Glenn Campbell Acting Manager gestionnaire par intérimaire Informatics Informatique Canadian Coast Guard College Collège de la Garde côtière canadienne Telephone : 902-567-3222 téléphone : 902-567-3222 Fax : 902-567-3232 fax : 902-567-3232

1 0

Please select a queue
by Steven 01 Jun '06

01 Jun '06

I would like a "- Please Select -" at the top of the queue list for a new customer ticket. I tried playing with "CustomerPanelOwnSelection" and get the proper list, but if they select "- Please Select -" (which is not a real queue) they get a "Error: Need TicketID! " error. Is there an easy way to give just a "you need to select a real queue" error? -- -- Steven http://www.glimasoutheast.org

1 0

Re: No Notification for Tickets created in Customers Web Interface (Bulent Oktem)
by Jennifer Valdez 01 Jun '06

01 Jun '06

> >Hi, > >I setup OTRS with several queues, My agents receive a notification for new >tickets in those queues if they are created by email, however they dont >receive notification if tickets are created by customers via customer web >user interface. >If the Customer creates them in Raw we do get Notification though. >Is this normal, how can i turn on Notifications for those tickets? > >Thanks, >Bulent Oktem > > > I have been told that this is a bug that will be fixed in the next release. It is a huge problem for us too. If there is a fix available, I would be very interested. Jennifer Valdez

1 0

Reports an Agents
by Mamakwa M. Sefiri 01 Jun '06

01 Jun '06

I am using the OTRS helpdesk and I assign tickets to deferent Agents, Is it possible to produce reports on deferent Agent every month end. Thanks Mamakwa

1 0

Split tickets and keep attachments?
by David Hathiramani 01 Jun '06

01 Jun '06

Dear All, Is it possible to split tickets and keep attachments on the split ticket? Thanks David The Eden Brown Fantasy World Cup The world's biggest event. Football's biggest stage. Here's YOUR chance to manage the best players on the planet in pursuit of glory and some fantastic prizes! You may think you know your stuff, but if you can't produce the goods when it really matters then it counts for nothing...ask Sven! Get it right and you could be the winner of the great first prize! The game is completely FREE to play and is open to all Eden Brown clients, candidates and all of our employees. Contact your consultant today for all the sign up details. www.edenbrown.com/worldcup ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

1 0

Re: [otrs] Issue with Users permission
by Nicolas Karlinski 31 May '06

31 May '06

On Tue, May 30, 2006 at 05:40:18PM -0400, Nicolas Karlinski wrote: >I am having an issue with the users permission. It seems that only rw >is active. If I unselect the rw permission, the users can not see the >queue at all > >My issue is I want users to be able to do anything but change the owner >of a ticket, this role should be reserved to managers. > >Can someone help me here? Please see http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ID=68 <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ID=68> I think that ACL's solve your problem. >NICOLAS KARLINSKI Regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ <http://www.otrs.com/> :: Communication with success! Thank for your reply. This might help me once the permission issue is fixed: If I select rw, all the other permissions are selected as well, and I can see my differents queues attached to that group. If I unselect rw, then I can select the permissions I want, but in this case, I am not able to see the queue anymore. Am I missing something? Thanks Nicolas Karlinski

1 0

Re: otrs Digest, Vol 34, Issue 52
by Dragan Zubac 31 May '06

31 May '06

Hello Is it possible to configure OTRS to start with ticket numbers from 1 with autoincrement set to 1 ? So,just plain 1,2,3,etc...? Sincerely Dragan

2 1

OTRS Capabilities
by Nicolas Karlinski 31 May '06

31 May '06

Hi there, I am in the process of implementing OTRS for our Customer Service Groups. Despite my searches, I am still not able to do the following (at least without changing the code..) - When I move ticket to a queue, I would like the state to be change to "new". I changed the Ticket::DefaultNextMoveStateType: to New only but the state stays to what it previously was ("open" most of the time). Can someone help me here? FYI, I am using the ChangeQueue dropdown box from the TicketZoom view. - Also many times I have to split an order between 2 groups (=2 queues). is there any way to automatically link the 2 tickets ? - Last thing, I would like the customer to know when someone started working on a ticket (Trought the web interface). Is there a way to change the state from new to open without sending an EMail? Thanks in advance for your Help. NICOLAS KARLINSKI Operation Manager ARKADIN GLOBAL AUDIO & DATA CONFERENCING One Penn Plaza, Suite 2200 New York, NY 10119 Tel: 646-495-7608 Fax: 212-594-1910 Web: www.arkadin.com <http://www.arkadin.com/>

2 1

Enable Incoming Email on Windows
by Joe Fusco 31 May '06

31 May '06

I have a Windows 2003 R2 server running OTRS. I have it mailing out but the documentation is a little vague on setting it up to receive email. Does anyone have any step-by-step help? Anyone know how/where I set up the cron job to retrieve mail? Anyone know how to set the cron job so it removes the mail from an IMAP mailbox rather than leaving it on the server? 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.

2 1

Help about ResponseFormat in the otrs version 2.04
by Fernando Palma Sanchez 31 May '06

31 May '06

Hello, I have instaled the OTRS version 2.04. I´d like know how can I change the position of ResponseFormat fields. In the version 1.31 in the file config.pm, I did that: $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} $Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} '; But in the version 2.04, this configuration doesn't works. Thanks

2 1

Dynamic Drop Boxes for Queues
by Todd Theen 31 May '06

31 May '06

My organization has many queues, over a thousand. We have several buildings and each building has it own set of queues. These queues are used for statistics. Does anyone have code or ideas for creating dynamic drop down boxes in Perl/JavaScript? I want to have multiple drop down boxes that feed each other. Example, the first drop box would list the buildings, then depending on which building you choose determines which set of queues populates into the next drop box and so on. I am fairly new to Perl/Javascript and PHP. Next question, if I wrote it in PHP are the variables in PHP compatible with the variables in Perl? Thank you, Todd Theen Independence School District Technology Support

2 1

Issue with Users permission
by Nicolas Karlinski 31 May '06

31 May '06

Hello there, I am having an issue with the users permission. It seems that only rw is active. If I unselect the rw permission, the users can not see the queue at all My issue is I want users to be able to do anything but change the owner of a ticket, this role should be reserved to managers. Can someone help me here? Thanks in advance NICOLAS KARLINSKI Operation Manager ARKADIN GLOBAL AUDIO & DATA CONFERENCING One Penn Plaza, Suite 2200 New York, NY 10119 Tel: 646-495-7608 Fax: 212-594-1910 Web: www.arkadin.com <http://www.arkadin.com/>

2 1

Error; /var/www/otrs/Kernel/Config/Files/ZZZAAuto.pm
by James Yogo 31 May '06

31 May '06

Hi, I have installed otrs on Fedora Core 5 platform and it has taken the path /var/www/otrs/. However when i click on Admin......Sysconfig link i get the error message; /var/www/otrs/Kernel/Config/Files/ZZZAAuto.pm Can somebody out the offer help? James Yogo _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/

2 1

Working Days and Hours
by Bulent Oktem 31 May '06

31 May '06

Hi, Is there any way of defining different work hors and days for different quees and how? I am trying to have 2 different SLA's 7x5 and 24x7. Regards, Bulent oktem -- ******************************** Bulent Oktem Suntel Communications www.suntel.com.tr mailto:bulent@suntel.com.tr IM: bulent(a)suntel.com.tr (Jabber) VoIP: pbx(a)suntel.com.tr (SIP) Tel:+90-212-3369299 (Istanbul) Tel:+44-870-0685002 (London) Tel:+1-310-3177825 (USA) Fax:+90-212-2117482 ******************************** Profile: https://www.linkedin.com/in/oktem

2 1

Inventory Suggestions
by Carl Davis 31 May '06

31 May '06

I recognize that an inventory module does not exist for otrs and doesn't look like it is being developed. Can everyone make suggestions on what they are currently using? We want to track inventory we have for sale and inventory we have for internal usage and upkeep of our network. Carl

2 1

RE: [otrs] funny charectors
by Mamakwa M. Sefiri 31 May '06

31 May '06

Hi This has been a problem for me. I have tried to use 'utf-8' and 'iso-8859-1' once at a time with no success. I also changed the default chatset in Default.pm. Please advice -----Original Message----- From: Mikael Mattsson [mailto:Mikael.Mattsson@konsumvarmland.se] Sent: 17 May 2006 11:37 AM To: User questions and discussions about OTRS.org Subject: SV: [otrs] funny charectors If you have access to browse the database (through phpMyAdmin for instance), then you could find what charset is mostly used by viewing the the 'a_content_type' -field in the 'article' table. SQL query: SELECT `a_content_type` , `a_from` , `a_to` FROM `article` /Mikke > -----Ursprungligt meddelande----- > Från: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > För Mamakwa M. Sefiri > Skickat: den 17 maj 2006 10:38 > Till: User questions and discussions about OTRS.org > Ämne: RE: [otrs] funny charectors > > Is there other chatset that I can use besides 'iso-8859-1' > and 'utf-8'. I tried this two variables the both does not work > > > -----Original Message----- > From: Nils Breunese (Lemonbit Internet) [mailto:nils@lemonbit.nl] > Sent: 15 May 2006 01:02 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] funny charectors > > Mamakwa M. Sefiri wrote: > > > I am getting funny characters on the emails send to the system. > > > > > > > > I have put in $self ->{'DefaultChatset'}; in Config.pm, I thought > > the problem will be solved. > > It is DefaultCharset and you have to give the variable a value. I > have this set: > > $Self->{DefaultCharset} = 'iso-8859-1'; > > Instead of iso-8859-1 you can set the charset you need. > > 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 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/ > _______________________________________________ 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

Report per Agent
by Mamakwa M. Sefiri 31 May '06

31 May '06

I am using the OTRS helpdesk and I assign tickects to defferent Agents, Is it possible to create a report an Agent. Thanks Mamakwa

1 0

Re: Help about ResponseFormat in the otrs version 2.04
by Nicolas Karlinski 30 May '06

30 May '06

Fernando, Do the same kind of change in /usr/local/otrs/Kernel/Config/Files/ZZZAuto.pm: $Self->{'Ticket::Frontend::ResponseFormat'} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} '; Hope this helped NICOLAS KARLINSKI Operation Manager

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Errors from CRON jobs about DB.pm...
by Eric Nielsen 30 May '06

30 May '06

This is one of the many errors that our install of OTRS is generating right now. Initially, this type of error hasn't occurred for past few months that OTRS has been installed. For the last couple of weeks, it has been generating the messages like the ones pasted below each time a CRON job runs. So far I have not been able to determine the cause. The only change we've made around when the error messages began was to configure the apache server to use a "virtualserver" for this domain. This is installed on a red had dist. Of Linux, using mostly default configuration options (save for the change in apache mentioned above.) Redhat 9, MySQL 4.0, Apache 1.3, PHP 4.4.1 Has anyone else encoutered this type of message before - and how did you fix it? Below are a few examples of the error messages I've been receiving (I've noted the 'subject' and 'body' of the messages below.) Thanks Eric N ---example 1--- Subject: Cron <otrs@server> $HOME/bin/GenericAgent.pl -c db >> /dev/null Body: DBI::db=HASH(0x8adac60)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <PRODUCT> line 4. ---example 2--- Subject: Cron <otrs@server> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null Body: DBI::db=HASH(0x8af1704)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <PRODUCT> line 4. ---example 3--- Subject: Cron <otrs@server> $HOME/bin/PendingJobs.pl >> /dev/null Body: DBI::db=HASH(0x8aef6a8)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <PRODUCT> line 4.

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Help about stdresponde
by Fernando Palma Sanchez 30 May '06

30 May '06

Hello, I have instaled the OTRS version 2.04. I´d like know how can I change the position of ResponseFormat fields. In the version 1.31 in the file config.pm, I did that: $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} $Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} '; But in the version 2.04, this configuration doesn't works. Thanks Fernando Palma Sanchez Segurança de dados tel:+55 11 3068-0060 fsanchez(a)f9c.com.br www.f9c.com.br <http://www.f9c.com.br/> <http://www.f9c.com.br/> ________________________________ O conteúdo deste documento está restrito ao interesse das partes e, portanto, não deverá ser divulgado, transcrito ou modificado, sem a devida autorização do seu emitente F9C Security Ltda.

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Languaje (spanish) problem II
by Carlos A. Cardona Gomez 30 May '06

30 May '06

Hello! Last time i wrote: > I am using ORTS in spanish, but i still get the english "sentence Sent > new password to: whatever(a)whatever.com" when i request for a new > password in the login page. I tried to translate this sentence in the > /otrs/Kernel/Language/es.pl file but i didn't find it. ¿Can anyone > tell me how can i translate it? The answer you gave was for the content and subject of the email responding the new password (it helped anyway), but what I need is to change the message that comes up in the login page, the sentence in red color over the username fieldtext that says "Sent new password to: whatever(a)whatever.com", when i request for a new password in the login page. There is another thing: i tried to change (translate) the text of the status on a ticket from admin.->status, but then when a client Create a new ticket an error comes up. At the bottom of the admin->status page appears this message: "Attention: Take care that you also updated the default states in you Kernel/Config.pm! See also: http://doc.otrs.org/cvs/en/html/state.html", but such page doesn't exist, and I dont know what should i do in the Kernel/Config.pm file to make the changes of the ticket's status work. Thanks! Carlos Andrés Cardona Analista de Informática Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana Circular 1 No 70-01 Bloque 9 Medellín COLOMBIA Tel: +57 4 415 9006 Fax: +57 4 230 6164 carlos.cardona(a)upb.edu.co -------------------------- www.upb.edu.co <http://www.upb.edu.co/> ------------------------------ UPB 70 años de Transformación Social y Humana

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Sending mails
by Bipin 30 May '06

30 May '06

Hi everybody, I have installed OTRS in a test machine before implementing in the Office. It working fine. Tickets are coming through the mails. But the problem is I could not send mails/reply to tickets. When send the reply no errors shown to debug. I am using Qmail as my mail server. Any help -- Bipin Das Linux Administrator Spectrum Softtech Solutions (P) Ltd. Ph:+91 4842 346344 www.spectrum.net.in

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Re: [otrs] Billing rates
by duarte.cordeiro＠cm-lisboa.pt 30 May '06

30 May '06

Hi, assuming that you have different hour rates, but constant within a ticket. I think you can achieve that with: - A pulldown FreeText with rate codes (search for FreeText on admin/sysconfig panel) - A script that runs daily on new closed tickets?!? or still open tickets ?!? that calculates time*rate and populates another FreeText. Automatic achievable.... only by changing the code that updates the time_accounting table. Thats the ways I can think off. Maybe someone comes with a clever way. Hope it can help, Duarte

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RE: otrs Digest, Vol 34, Issue 42 Languaje (spanish) problem (Christian Schoepplein)
by Carlos A. Cardona Gomez 30 May '06

30 May '06

Hello! Last time i wrote: > I am using ORTS in spanish, but i still get the english sentence Sent > new password to: whatever(a)whatever.com when i request for a new > password in the login page. I tried to translate this sentence in the > /otrs/Kernel/Language/es.pl file but i didn't find it. ¿Can anyone > tell me how can i translate it? The answer you gave was for the content and subject of the email giving de new password (it helped anyway), but what I need is to change the message that comes up in the login page, the sentence in red color over the username fieldtext that says " Sent new password to: whatever(a)whatever.com". There is another thing: i'm trying to change the text of the status on a ticket, but then when a client Create a new ticket an error comes up. At the bottom of the admin->status page there is this message: "Attention: Take care that you also updated the default states in you Kernel/Config.pm! See also: http://doc.otrs.org/cvs/en/html/state.html", but such page doesn't exist, and I dont know what should i do in the Kernel/Config.pm file to make the changes of the ticket's status work. 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: Miércoles, 24 de Mayo de 2006 02:10 a.m. Para: otrs(a)otrs.org Asunto: otrs Digest, Vol 34, Issue 42 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: TimeWorkingHours not working? I am including my config (Christian Schoepplein) 2. Re: Languaje (spanish) problem (Christian Schoepplein) 3. TimeWorking-bug (Alexander Scholler) 4. "AgentEmail rejected" problems (Christoph Lindemann) 5. Re: "AgentEmail rejected" problems (Alexander Scholler) 6. 2 questions (Abdelrahman) 7. time accounting otrs 2.0.4 (Johan Bijlsma) 8. login (Mamakwa M. Sefiri) ---------------------------------------------------------------------- Message: 1 Date: Tue, 23 May 2006 14:58:38 +0200 From: Christian Schoepplein <christian.schoepplein(a)otrs.com> Subject: Re: [otrs] TimeWorkingHours not working? I am including my config To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <20060523125836.GB4234(a)athlon.schoeppi.net> Content-Type: text/plain; charset="us-ascii" Hi Carinus, On Tue, May 23, 2006 at 06:41:31AM +0200, carinus.carelse(a)mrc.ac.za wrote: > Ok is it possible to do this then. Can I set a working hours time and > then the call is only counted during that time. No, that isn't possible at the moment. > We have a very > ratings centric organisation and they want the performance stats based > on the time that a call is open. I wonder if there is a way to modify > the TimeWorkingHours to also be used by the ticket as a an accounting > tool. So if the call is logged then the Age is only counted inside the > TimeWorkingHours specified. We can implement this for you, if you want. Please write a message to sales(a)otrs.com if you are interested in our support. > Carinus Best regards, Chritian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

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Billing rates
by Thorne Lawler 30 May '06

30 May '06

Folks, We're implementing OTRS here as a replacement for Kemma software's "Bridge Tracker" since their mercenary approach to maintenance and support has bled us dry. I have now fought my way through installing OTRS on an iPlanet web server, with an Oracle backend, only to find that we're missing a key piece of functionality: We need to be able to associate a billing rate with a ticket, so that hours worked against that ticket will be billed at the appropriate rate. Ideally, the user would select the billing rate from a drop-down list of possible rates, each with its own rate-code. Once a rate was selected, a ticket would show you the charges for that ticket, based on hours worked multiplied by that rate. Is there any way to do this within OTRS? Thanks in advance. -- _________________________________ Thorne Lawler Systems Administrator t: +61 3 8329 2026 f: +61 3 9326 7588 e: thorne.lawler(a)microlistics.com.au Microlistics A Dawson Group Company www.microlistics.com.au _________________________________

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RE: [otrs] Billing rates
by Seigafuse, Mike 30 May '06

30 May '06

Another way to do this might be to use one of the free fields to enable the agents to select the rate for each ticket - a section of Config.pm might look like this... $Self->{"TicketFreeKey1"} = { 'Billing Rate' => 'Billing Rate', }; $Self->{"TicketFreeText1"} = { '' => '-', 'Tier 1' => '5', 'Tier 2' => '25', 'Tier 3' => '50', 'Tier 4' => '75', }; Or whatever your rates might be. Then it would be relatively simple to build invoices off of this data. Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Theuns Smuts Sent: Tuesday, May 30, 2006 4:50 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Billing rates Hi Perhaps one way of achieving this would be to create multiple queues e.g. Rate1, Rate2, Rate3 etc. Tickets can then be moved to the correct queue. You can then at the end of each month look at tickets in each queue and bill / invoice accordingly. Theuns Smuts -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thorne Lawler Sent: 30 May 2006 02:13 To: User questions and discussions about OTRS.org Subject: [otrs] Billing rates Folks, We're implementing OTRS here as a replacement for Kemma software's "Bridge Tracker" since their mercenary approach to maintenance and support has bled us dry. I have now fought my way through installing OTRS on an iPlanet web server, with an Oracle backend, only to find that we're missing a key piece of functionality: We need to be able to associate a billing rate with a ticket, so that hours worked against that ticket will be billed at the appropriate rate. Ideally, the user would select the billing rate from a drop-down list of possible rates, each with its own rate-code. Once a rate was selected, a ticket would show you the charges for that ticket, based on hours worked multiplied by that rate. Is there any way to do this within OTRS? Thanks in advance. -- _________________________________ Thorne Lawler Systems Administrator t: +61 3 8329 2026 f: +61 3 9326 7588 e: thorne.lawler(a)microlistics.com.au Microlistics A Dawson Group Company www.microlistics.com.au _________________________________ _______________________________________________ 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/ 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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AW: Re: RE: [otrs] LDAP & Active Directory
by falko.zurell＠idmedia.com 29 May '06

29 May '06

Hi Volker, I'm so sorry but I'm in Italy right now and don't have access to our servers. I will be back in germany on june 5th. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 29.05.2006 07:24 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: Re: RE: [otrs] LDAP & Active Directory you may search the mailing list by yourself on otrs.org.... Li otrs-bounces(a)otrs.org schrieb am 26.05.2006 15:44:17: > > Sorry to be a pain Falko, but any chance when you are able that you > could send me a copy of the Config.pm you posted? (or someone else > on the list who still has that email????) > I only joined the mailing list a couple of days ago so don't have > your previous email to look at, and in the online archives the > attachment isn't there!! > > Much appreciated

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FW: Problem downloading incomming mails
by Manish Sharma 29 May '06

29 May '06

Hi, I find my OTRS is not accepting incoming mails by itself. I have download all my incoming mails manually using "postmasterpop3.pl -f -d 2" And each time I run this module I get this error message Can't open file: 'process_id.MYI'. (errno: 145), SQL: 'SELECT process_ name, process_id, process_host, process_create FROM process_id WHERE process _name = 'PostMasterPOP3'' Can anyone help me with that. Warm regards, Manish Sharma Programme Manager PTU's Gian Jyoti School of TQM & Entrepreneurship Mobile: +91 98554 06222 Telephone: 0172 223 6187, 0172 5541187

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Customize customer notification
by Umberto Nicoletti 29 May '06

29 May '06

Hi list, I am trying to customize the customer notification for state change so that it shows the closing note written by the operator (the text written in the the text area when closing the ticket). So far I have tried: OTRS_BODY, OTRS_COMMENT, OTRS_CUSTOMER_DATA_BODY but without success. I have looked at the code and I'm ready to hack it, but before I do I wanted to ask on the list. I am running otrs 2.0.4. Any help will be very much appreciated, Umberto

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French caracters from active directory in OTRS
by Guillaume Rehm 29 May '06

29 May '06

Hi list, I have integer active directory account with otrs. Or some account have french caracters (é, ç, ...) And in OTRS they are not correctly updated. I try to change charset parameter in Config.pm without results. As anyone have this problem and find a solution ? Thanks in advance -- Guillaume REHM Service Informatique Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Is this possible?
by carinus.carelse＠mrc.ac.za 29 May '06

29 May '06

I would like to create a technician that can only see one queue and nothing else and I don't want him to be able to change his preferences to see every other queue. I have given him access in the profile but I can't see the queue when I log in with that ID. Carinus -- This e-mail and its contents are subject to the South African Medical Research Council e-mail legal notice available at http://www.mrc.ac.za/about/EmailLegalNotice.htm

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AW: RE: RE: [otrs] LDAP & Active Directory
by falko.zurell＠idmedia.com 29 May '06

29 May '06

Yeah, maybe I'm wrong and this worked for my agents. But we also get our customer data from the AD. There is a section with the mapping of OTRS fields to AD fields in our Config.pm. This tells OTRS where to find the data in the AD scheme fields. We can fetch names, telephonnumbers and department information from AD with this. A few days ago I posted our Config.pm on this list as an example. Maybe you can search for it as I doesn't have access to our config from here (I'm on vacation in Italy). Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 25.05.2006 17:37 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: RE: RE: [otrs] LDAP & Active Directory Hmmmm, the documentation says this is for "ADMIN" users, not actually = "CUSTOMERS" and from what I've found so far playing with it today, this = does seem to be the case! You've really got customer users working using this?? I don't know what = else to do on this anymore ... =20 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = falko.zurell(a)idmedia.com Sent: 25 May 2006 16:34 To: User questions and discussions about OTRS.org Subject: AW: RE: [otrs] LDAP & Active Directory Yes, this section has done the magic at our installation. But I don't actually know where the web based settings are saved. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 25.05.2006 11:26 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: RE: [otrs] LDAP & Active Directory You mean this section Falko? # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} =3D3D { # DB -> LDAP Firstname =3D3D> 'givenName', Lastname =3D3D> 'sn', Email =3D3D> 'mail', }; I do have this (EXACTLY entered like this) in the Config.pm file. Am I = =3D missing anything else?? The other query I have is about where the actual data is stored relating = =3D to the LDAP settings. I changed most of the entries through the web = =3D based sysconfig, and they have been saved, but they DON'T appear in = the =3D config.pm file. Does anyone know in which file they reside??? =3D20 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = =3D falko.zurell(a)idmedia.com Sent: 25 May 2006 09:44 To: User questions and discussions about OTRS.org Subject: AW: [otrs] LDAP & Active Directory Hi Gary, Do you need excessiv data from the AD? We also have our customers =3D = authenticate against an AD but didn't had to import one customer in the = =3D Mysql DB. This is done automatically by OTRS if needed when a = Customer =3D log in first. There is a special parameter in the Config.pm which provides this =3D functionality: $Self->{"UserSyncLDAPMap"} =3D3D ... Make sure this is set to your values and not commented out. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 25.05.2006 09:55 To: <otrs(a)otrs.org> Subject: [otrs] LDAP & Active Directory Hi, Ok so I have OTRS installed on a suse Linux box and it all works fine, = =3D I've even got users authenticating against a Windows Active = Directory =3D ... Now the problem is, as I understand it even though you can authenticate = =3D against an LDAP server, you STILL need the users in the local MySql = DB =3D (right or wrong?) ... This isn't ideal, but also isn't the end of = the =3D world but my problem then is how do I do a mass import of users = (read: CUSTOMERS not ADMINS!) into the DB? I see there is one particular script that MAY help me (sync-ldap2db.pl) = =3D but there is no documentation on this so can anyone help me out at = all =3D as I am pulling my hair out right now!!! Any help at all would be greatly appreciated Gary _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f=3DFCr Ihr OTRS System? =3D3D> 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 f=3DFCr Ihr OTRS System? =3D3Dhttp://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 f=FCr Ihr OTRS System? =3D> 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 f=FCr Ihr OTRS System? =3Dhttp://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/

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Re: otrs Digest, Vol 34, Issue 48
by Prafulla Kumar H.S. 27 May '06

27 May '06

Message: 2 Date: Fri, 26 May 2006 12:46:58 +0200 From: "ced" <ced(a)comune.mirandola.mo.it> Subject: [otrs] Fw: ticket from mail To: <otrs(a)otrs.org> Message-ID: <016301c680b1$b6b72360$84027a0a@mirko> Content-Type: text/plain; charset="iso-8859-1" Sorry, I want that the mail sended from a customer to helpdesk(a)xxx.xx they come inserted automatically in the queue of otrs. How can i do? You have to carry out some configuration changes as given below: 1. Login as root user or admin user 2. Open Administrative menu 3. Under "Misc" menu option select "PostMaster POP3 Account" 4. Add your helpdesk(a)xxx.xx id along with password for POP3 Account. Ensure that your setup is having a POP3 server. 5. Under "Despatching:" option, select "Despatching by Selected Queue" 6. Select the appropriate queue under "Queue:" That is all. It works. But there is one catch. If you are id., helpdesk(a)xxx.xx is having old mails, then OTRS will try to pull the same and will try to acknowledge the same. This in turn triggers lots of mails. I don't know how to fix this problem. Thanks, Prafulla Kumar ----- Original Message ----- From: Volker.Lipper(a)de.mecglobal.com To: User questions and discussions about OTRS.org Sent: Thursday, May 11, 2006 1:37 PM Subject: Re: [otrs] Fw: ticket from mail please dont write too much to describe your questions. we all love good riddles. couldnt you describe it with, hmmm, lets say six words? Li otrs-bounces(a)otrs.org schrieb am 11.05.2006 13:09:17: > Hi, > > how can automatic insert the ticket (with a script???) send from a mail to a > help(a)xxx.xx into a list of my otrs ticket? > > > Thank > > > > > _______________________________________________ > 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/

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RE: [otrs] Problem with Last Name Field in Add user
by CampbellG＠dfo-mpo.gc.ca 26 May '06

26 May '06

Thank you very much Alexandre. That was indeed the problem. Glenn Campbell Acting Manager gestionnaire par intérimaire Informatics Informatique Canadian Coast Guard College Collège de la Garde côtière canadienne Telephone : 902-567-3222 téléphone : 902-567-3222 Fax : 902-567-3232 fax : 902-567-3232 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexandre Ghisoli Sent: May 26, 2006 6:04 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Problem with Last Name Field in Add user Le jeudi 25 mai 2006 à 08:40 -0400, CampbellG(a)dfo-mpo.gc.ca a écrit : > Greetings - > > I am using OTRS 2.0.3 on a linux system and it has been working fine > for quite some time until just recently. I tried to add a new user to > the system and the last name field is already filled in when I click > on the user button to bring up the form. If I delete the field > contents and type in the proper name and click add it still retains > the wrong name (from another user record). Has anyone seen this > behaviour before? Glenn, this is a quite common error, and has nothing to do with OTRS itself. You are probably using Firefox, with the retain password and fields set on. So, Firefox is autofilling the filed with localy stored information. To clear up things, go in firefox options : Edit / Prefs Select Privacy icon go under Passwords tab click on View Saved password and delete password for the current name that appear reccuring. To be sure, you can also clean saved forms under the corresponding tab. Regards -- Alexandre _______________________________________________ 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 fr Ihr OTRS System? => http://www.otrs.de/

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Fw: ticket from mail
by ced 26 May '06

26 May '06

Sorry, I want that the mail sended from a customer to helpdesk(a)xxx.xx they come inserted automatically in the queue of otrs. How can i do? ----- Original Message ----- From: Volker.Lipper(a)de.mecglobal.com To: User questions and discussions about OTRS.org Sent: Thursday, May 11, 2006 1:37 PM Subject: Re: [otrs] Fw: ticket from mail please dont write too much to describe your questions. we all love good riddles. couldnt you describe it with, hmmm, lets say six words? Li otrs-bounces(a)otrs.org schrieb am 11.05.2006 13:09:17: > Hi, > > how can automatic insert the ticket (with a script???) send from a mail to a > help(a)xxx.xx into a list of my otrs ticket? > > > Thank > > > > > _______________________________________________ > 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 f|r Ihr OTRS System? => http://www.otrs.de/

2 1

Multiple Hosting
by Prafulla Kumar H.S. 26 May '06

26 May '06

Dear Sir, In version 1.1 manual (Chapter 19), it is stated that Multi Hosting is possible. In this chapter different scenarios have been given. But in version 2.0 manual, I was not able to find any info related to Multi Hosting. I request the users who have worked on this setup to help me. I am having OTRS 2.0.4 running SuSE 9.0 box. I have added following line to config.pm. But I am not able to see any difference. $Self->{MoveInToAllQueues} = 1; I am looking for some help. I am also looking for help in running multiple sessions OTRS on a same box. Even though the same in explained in version 1.0 manual, in the latest version manual, the relevant section is not there and I am sure whether the latest version supports the same or not. Regards, H.S.Prafulla Kumar

1 0

Postgresql 7.8.4 - impact to OTRS
by Alexandre Ghisoli 26 May '06

26 May '06

hi, Postgresql team has released the new .4 version as security fix. http://www.postgresql.org/docs/techdocs.52 This is related to addslash and Unicode like charmaps. <quote> A few weeks ago, members of our Japanese developer community contacted us with news of a SQL injection exploit for PostgreSQL with PHP in Far Eastern character encodings such as SJIS. It seemed that a clever attacker could exploit knowledge of how multi-byte encodings and string escaping work inside PostgreSQL in order to sneak injected SQL strings past all commonly used client-side safeguards. Subsequent investigation showed that related attacks would work in all multi-byte encodings, in particular UTF8 which is widely used world-wide. </quote> This is probably true for other SQL backends as well. Now, they turned off the backslash escaping with some charmaps : <quote> When the client is using a "client only" encoding (SJIS, BIG5, GBK, GB18030, or UHC) the server furthermore rejects uses of "\'" to represent a single quote mark in a SQL string literal. This historical usage has been deprecated for some time in favor of the SQL-standard representation "''" (two single quote marks) </quote> Also, the use of parameterized prepared statements is the best practice to avoid SQL injection, because all the tests and formating checks from standard Psql libs are processed. <quote> Use parameterized prepared statements to execute queries (e.g. "SELECT * FROM table WHERE id = ?") </quote> Now, that said, I wish to know if OTRS is ready to work with thoses changes. Regards -- Alexandre

1 0

Problem with Last Name Field in Add user
by CampbellG＠dfo-mpo.gc.ca 26 May '06

26 May '06

Greetings - I am using OTRS 2.0.3 on a linux system and it has been working fine for quite some time until just recently. I tried to add a new user to the system and the last name field is already filled in when I click on the user button to bring up the form. If I delete the field contents and type in the proper name and click add it still retains the wrong name (from another user record). Has anyone seen this behaviour before? Glenn Campbell Acting Manager gestionnaire par intérimaire Informatics Informatique Canadian Coast Guard College Collège de la Garde côtière canadienne Telephone : 902-567-3222 téléphone : 902-567-3222 Fax : 902-567-3232 fax : 902-567-3232

2 1

Re: time accounting otrs 2.0.4
by Johan Bijlsma 26 May '06

26 May '06

Hi Christian, Hardware Proliant ML370R03 X2800 OS is RedHat 8 Database is MySQL 4.1.1 Tables article is 4,848 records ticket is 1,252 records time_accounting 2,090 records when i use this query; SELECT `ticket_id`, sum(time_unit) FROM `time_accounting` WHERE `create_time` >= '2006-04-01 00:00:00' and `create_time` <= '2006-04-31 23:59:59'GROUP BY `ticket_id` i get the following results. februari (219 total, Query took 0.0261 sec) march (294 total, Query took 0.0170 sec) april (238 total, Query took 0.0718 sec) Best regards, Johan Message: 3 Date: Wed, 24 May 2006 16:56:19 +0200 From: Christian Schoepplein <christian.schoepplein(a)otrs.com> Subject: Re: [otrs] time accounting otrs 2.0.4 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <20060524145618.GI4183(a)athlon.schoeppi.net> Content-Type: text/plain; charset="us-ascii" Hi Johan, On Wed, May 24, 2006 at 09:05:31AM +0200, Johan Bijlsma wrote: > >When I use time accounting i get after some minutes a Internal Server > >Error. This problem occurs from month 3. Month 1 en 2 generates reports > >without a problem. Sounds like a timeout problem or to much data are transmitted. How many ickets are stored in your DB? On which hardware is OTRS running? What database is in use? > >Johan Bijlsma. Best regards, Christian

1 0

Invalid SQL statement with pgsql
by Mike McGrath 25 May '06

25 May '06

When trying to create a ticket in an OTRS system with a pgsql customer backend I get the following error while trying to search for the customer in the From field: ERROR: syntax error at or near ")" at character 247, SQL: 'SELECT username , username, human_name, email FROM person WHERE ( LOWER(username) LIKE LOWER('someone%') OR LOWER(human_name) LIKE LOWER('someone%') OR LOWER(email) LIKE LOWER('someone%') )AND id in ( ) LIMIT 250' the problem appears to be the "AND id in ( )" does anyone know how I can correct this error or at least remove the offending piece of SQL without editing the source? -Mike

1 0

AW: RE: [otrs] LDAP & Active Directory
by falko.zurell＠idmedia.com 25 May '06

25 May '06

Yes, this section has done the magic at our installation. But I don't actually know where the web based settings are saved. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 25.05.2006 11:26 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: RE: [otrs] LDAP & Active Directory You mean this section Falko? # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} =3D { # DB -> LDAP Firstname =3D> 'givenName', Lastname =3D> 'sn', Email =3D> 'mail', }; I do have this (EXACTLY entered like this) in the Config.pm file. Am I = missing anything else?? The other query I have is about where the actual data is stored relating = to the LDAP settings. I changed most of the entries through the web = based sysconfig, and they have been saved, but they DON'T appear in the = config.pm file. Does anyone know in which file they reside??? =20 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = falko.zurell(a)idmedia.com Sent: 25 May 2006 09:44 To: User questions and discussions about OTRS.org Subject: AW: [otrs] LDAP & Active Directory Hi Gary, Do you need excessiv data from the AD? We also have our customers = authenticate against an AD but didn't had to import one customer in the = Mysql DB. This is done automatically by OTRS if needed when a Customer = log in first. There is a special parameter in the Config.pm which provides this = functionality: $Self->{"UserSyncLDAPMap"} =3D ... Make sure this is set to your values and not commented out. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 25.05.2006 09:55 To: <otrs(a)otrs.org> Subject: [otrs] LDAP & Active Directory Hi, Ok so I have OTRS installed on a suse Linux box and it all works fine, = I've even got users authenticating against a Windows Active Directory = ... Now the problem is, as I understand it even though you can authenticate = against an LDAP server, you STILL need the users in the local MySql DB = (right or wrong?) ... This isn't ideal, but also isn't the end of the = world but my problem then is how do I do a mass import of users (read: CUSTOMERS not ADMINS!) into the DB? I see there is one particular script that MAY help me (sync-ldap2db.pl) = but there is no documentation on this so can anyone help me out at all = as I am pulling my hair out right now!!! Any help at all would be greatly appreciated Gary _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f=FCr Ihr OTRS System? =3D> 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 f=FCr Ihr OTRS System? =3Dhttp://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

AW: [otrs] Debug mode?
by falko.zurell＠idmedia.com 25 May '06

25 May '06

Hi Brian, Did you looked in /var/log/messages ? You can turn on Debugging messages via a variable in the Config.pm But it's not mentioned there by default. I think it is listed in the Kernel/config/Defaults.pm (or where the Defaults.pm resides actually) but maybe commented out. Just search for "debug". Alternativly it maybe possible to enable debugging via the SysConfig menu in the admin interface. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 24.05.2006 22:52 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Subject: [otrs] Debug mode? Ok, I got my system working correctly except for email. I'm trying to do it via SMTP, but I'm getting an error. I'd like to turn on debugging mode to get more information, but I'm not finding how to do that anywhere. I looked in the ToC of the documentation, but didn't see anything. Where do I set that? -- Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108 _______________________________________________ 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

AW: [otrs] LDAP & Active Directory
by falko.zurell＠idmedia.com 25 May '06

25 May '06

Hi Gary, Do you need excessiv data from the AD? We also have our customers authenticate against an AD but didn't had to import one customer in the Mysql DB. This is done automatically by OTRS if needed when a Customer log in first. There is a special parameter in the Config.pm which provides this functionality: $Self->{"UserSyncLDAPMap"} = ... Make sure this is set to your values and not commented out. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 25.05.2006 09:55 To: <otrs(a)otrs.org> Subject: [otrs] LDAP & Active Directory Hi, Ok so I have OTRS installed on a suse Linux box and it all works fine, I've even got users authenticating against a Windows Active Directory ... Now the problem is, as I understand it even though you can authenticate against an LDAP server, you STILL need the users in the local MySql DB (right or wrong?) ... This isn't ideal, but also isn't the end of the world but my problem then is how do I do a mass import of users (read: CUSTOMERS not ADMINS!) into the DB? I see there is one particular script that MAY help me (sync-ldap2db.pl) but there is no documentation on this so can anyone help me out at all as I am pulling my hair out right now!!! Any help at all would be greatly appreciated Gary _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/

2 1

LDAP & Active Directory
by Gary Stanley 25 May '06

25 May '06

Hi, Ok so I have OTRS installed on a suse Linux box and it all works fine, I've even got users authenticating against a Windows Active Directory ... Now the problem is, as I understand it even though you can authenticate against an LDAP server, you STILL need the users in the local MySql DB (right or wrong?) ... This isn't ideal, but also isn't the end of the world but my problem then is how do I do a mass import of users (read: CUSTOMERS not ADMINS!) into the DB? I see there is one particular script that MAY help me (sync-ldap2db.pl) but there is no documentation on this so can anyone help me out at all as I am pulling my hair out right now!!! Any help at all would be greatly appreciated Gary

1 0

DBI::dbl and disconnect()
by François 25 May '06

25 May '06

Hi all, Just installed OTRS. Very impressed! Top notch. Perl is not my mother tongue, and OTRS is my very very new best friend, so pardon my ignorance. The cron job I set up with the help of Cron.sh sends me every 10 minutes or so this mail: Subject: Cron <otrs@xxx> $HOME/bin/GenericAgent.pl -c db >> /dev/null DBI::db=HASH(0xa778fd8)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <PRODUCT> line 4. Went through the code, looked for the statement, and did a little search. Some say a finalize() statement (as in the error message) would do good. Put one before the faulty codeline, but then two different error messages came back through the wire: Subject: Cron <otrs@xxxx <mailto:otrs@xxxx> > $HOME/bin/GenericAgent.pl -c db >> /dev/null (in cleanup) Can't locate object method "finish" via package "DBI::db" at /opt/otrs/Kernel/System/DB.pm line 220, <PRODUCT> line 4. And: Subject: Cron <otrs@philanth> $HOME/bin/PostMasterPOP3.pl >> /dev/null (in cleanup) Can't call method "finish" on an undefined value at /opt/otrs/Kernel/System/DB.pm line 220, <PRODUCT> line 4 during global destruction. So, took out the finalize() bit. Back to square one. Downloaded the whole 48 MB archive (have you ever loaded a 48 MB doc in Notepad.exe? Fun to watch the little worker sweat like this!). Nothing in there about the problem. Maybe someone knows what I do not know. Thanks for the help. François

1 0

Debug mode?
by Brian Ronk 24 May '06

24 May '06

Ok, I got my system working correctly except for email. I'm trying to do it via SMTP, but I'm getting an error. I'd like to turn on debugging mode to get more information, but I'm not finding how to do that anywhere. I looked in the ToC of the documentation, but didn't see anything. Where do I set that? -- Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108

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RE: [otrs] "AgentEmail rejected" problems
by Christoph Lindemann 24 May '06

24 May '06

Hi Alex, Thank you for the help, it pointed me in the right direction. The problem was, that I had enabled Ticket->Core::PostMaster::PreFilterModule###999-AgentInterface After disableing that option, it works. Kind regards, Christoph Lindemann > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Alexander Scholler > Sent: Wednesday, May 24, 2006 6:57 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] "AgentEmail rejected" problems > > > Hi Christoph, > > the quality of your description of the problem is really excellent. > I can't explain the behavior of your system, but let me try > nevertheless... > > Christoph Lindemann schrieb: > > Hi All! > > > > Question > > ---------------------- > > When a customer tries to replies to an agent email > (email-external), he gets > > an email back stating > > "Sorry, AgentEmail rejected because no <OTRS_CMD> found!" > > and a subject > > "[Ticket#: XXXXXXXXXXXXXXX] AgentEmail rejected!" > > (Where X is the ticket number) > > > > What could be the reason for this rejection? Why does OTRS > not take the > > ticket number from the subject, and add it as a new note to > the existing > > ticket? > > > > Since I am new to OTRS, I am rather stuck, as I do not know > where to look > > next. > > > > Setup/Background: > > ---------------------- > > -I have given all queues their own email address in "System > Email Addresses" > > -The system uses 1 PostMaster POP3 Account > > -The different queue email adresses are all forwarded to this 1 same > > PostMaster POP3 Account. > > -The POP3 account is setup with "Dispatching by email To: field" > > -If a customer sends a new email/incident to the email > adresses, OTRS > > accepts it correctly and creates a new ticket. > > -I have checked the email headers, and verified that the > To: field is set > > correctly. > > -I have checked that every queue has a correct > "Systemaddress:" value. > > > > -I have tried changing "Core::Ticket::Hook" > > -Core::PostMaster::PostmasterFollowUpSearchInReferences:Yes > > -Core::PostMaster::PostmasterDefaultQueue:"Dev. Support" > > > > System Log: > > ---------------------- > > Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Fetched 1 email(s) from > > supportsys(a)XXX.XXX.XX.XX. > > Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Ignored Email > (From: Christoph > > Lindemann <christoph(a)XXXXXXXXX.XX>, Message-ID: > > <44731116.6010006(a)XXXXXXXXX.XX>) because the X-OTRS-Ignore is set > > (X-OTRS-Ignore: yes). > > "X-OTRS-Ignore is set" - either in the follow-up-mail > received by OTRS > (check the mail-header!) or set by a Postmaster Filter you created. > > > Tue May 23 15:50:03 2006 notice OTRS-PM3-76 No commands in > AgentInterface > > email found, send reject to agent > > (MessageID:<44731116.6010006(a)XXXXXXXXX.XX>)! > > Why "send reject to -agent-". It seems like the mail is > recognized as an > mail from an agent (not customer). "No commands" could mean > that this > mail is interpreted as a kind of "remote control" of OTRS > through mails > from agents. For this mail, no corresponding commands are found. > I don't know this feature - do you use a CVS-version of OTRS? > > But perhaps, I'm completely wrong. > > > > > > Kind regards, > > Christoph Lindemann > > 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 oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

3 2

time accounting otrs 2.0.4
by Johan Bijlsma 24 May '06

24 May '06

When I use time accounting i get after some minutes a Internal Server Error. This problem occurs from month 3. Month 1 en 2 generates reports without a problem. I find de following errors in the apache error_log. [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] ERROR: OTRS-CGI-34 Perl: 5.8.0 OS: linux Time: Tue May 23 09:33:50 2006, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] , referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Message: Need UserLogin!, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] , referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Traceback (10895): , referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: Kernel::System::CustomerUser::DB::CustomerName (v1.36) Line: 77, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: Kernel::System::CustomerUser::CustomerName (v1.22) Line: 199, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: Kernel::System::Stats::AccountedTime::Run (v1.4 ) Line: 128, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: Kernel::Modules::SystemStats::Run (v1.26 ) Line: 164, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] Module: /opt/otrsprod/bin/cgi-bin/index.pl (v1.80) Line: 47, referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats [Tue May 23 09:43:49 2006] [error] [client 192.168.42.104] , referer: http://yogi/otrs/cgi-bin/index.pl?Action=SystemStats Some help will be really helpful. Thanks for your time, Best Regards, Johan Bijlsma. Rotaform. Lelystad, Netherlands.

2 1

2 questions
by Abdelrahman 24 May '06

24 May '06

Dear all, I have 2 problems in otrs that i need to solve.. 1. i want to generate statistical reports about the number of tickets : (closed, opened, pending) per each agent?! 2. i want to generate statistical reports about the number of tickets per customer group and my customer groups are on ldap?! can please any body help?! regards, Abdelrahman

2 1

login
by Mamakwa M. Sefiri 24 May '06

24 May '06

Is it possible to make the system recognize the Customer and Agent login details whenever they login, only if they have login before on the system. Thanks Mamakwa

1 0

"AgentEmail rejected" problems
by Christoph Lindemann 24 May '06

24 May '06

Hi All! Question ---------------------- When a customer tries to replies to an agent email (email-external), he gets an email back stating "Sorry, AgentEmail rejected because no <OTRS_CMD> found!" and a subject "[Ticket#: XXXXXXXXXXXXXXX] AgentEmail rejected!" (Where X is the ticket number) What could be the reason for this rejection? Why does OTRS not take the ticket number from the subject, and add it as a new note to the existing ticket? Since I am new to OTRS, I am rather stuck, as I do not know where to look next. Setup/Background: ---------------------- -I have given all queues their own email address in "System Email Addresses" -The system uses 1 PostMaster POP3 Account -The different queue email adresses are all forwarded to this 1 same PostMaster POP3 Account. -The POP3 account is setup with "Dispatching by email To: field" -If a customer sends a new email/incident to the email adresses, OTRS accepts it correctly and creates a new ticket. -I have checked the email headers, and verified that the To: field is set correctly. -I have checked that every queue has a correct "Systemaddress:" value. -I have tried changing "Core::Ticket::Hook" -Core::PostMaster::PostmasterFollowUpSearchInReferences:Yes -Core::PostMaster::PostmasterDefaultQueue:"Dev. Support" System Log: ---------------------- Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Fetched 1 email(s) from supportsys(a)XXX.XXX.XX.XX. Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Ignored Email (From: Christoph Lindemann <christoph(a)XXXXXXXXX.XX>, Message-ID: <44731116.6010006(a)XXXXXXXXX.XX>) because the X-OTRS-Ignore is set (X-OTRS-Ignore: yes). Tue May 23 15:50:03 2006 notice OTRS-PM3-76 No commands in AgentInterface email found, send reject to agent (MessageID:<44731116.6010006(a)XXXXXXXXX.XX>)! Kind regards, Christoph Lindemann

2 1

TimeWorking-bug
by Alexander Scholler 23 May '06

23 May '06

Hi all, I'm quite sure that I found a bug in the calculation of time past within the service time (this is relevant for correct ticket escalation!). The problem I still have is that under the otrs-linux-user, a test-script returns the right result. But under the webgui, I get a return of 0 seconds for some combinations of start- and end-dates. See http://bugs.otrs.org/show_bug.cgi?id=1210 for details. Can you approve the bug and the bugfix? Any explanations for my problems? Bye, Alex

1 0

Languaje (spanish) problem
by Carlos A. Cardona Gomez 23 May '06

23 May '06

Hello, I am using ORTS in spanish, but i still get the english sentence Sent new password to: whatever(a)whatever.com when i request for a new password in the login page. I tried to translate this sentence in the /otrs/Kernel/Language/es.pl file but i didn't find it. ¿Can anyone tell me how can i translate it? Thanks, Carlos Andrés Cardona Analista de Informática Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana Circular 1 No 70-01 Bloque 9 Medellín COLOMBIA Tel: +57 4 415 9006 Fax: +57 4 230 6164 carlos.cardona(a)upb.edu.co -------------------------- www.upb.edu.co <http://www.upb.edu.co/> ------------------------------ UPB 70 años de Transformación Social y Humana

2 1

TimeWorkingHours not working? I am including my config
by carinus.carelse＠mrc.ac.za 23 May '06

23 May '06

2 3

Root Password
by Sean McMains 22 May '06

22 May '06

I've been working on getting a Windows-based OTRS installation running here. Things were clipping along fine, and I had it sending and receiving email without a problem. Now, however, I can no longer seem to login to root@localhost to administer the system. Since I'm running on Windows using an external SMTP server, I can't send a new password to root@localhost either using the forgotten password form. Is there some way I can reset the password for the admin account, given command-line access to the OTRS installation? Thanks in advance for any help, Sean

1 1

Customer login and account creating
by Dragan Zubac 22 May '06

22 May '06

Hello Is it possible to forbid using customer web interface,including freely registering customer accounts in otrs ? Sincerely Dragan Zubac

2 1

notification for team leader
by Honza Rezab 22 May '06

22 May '06

Hello all. How can I make automatically notification for team leader when any ticket is timeover? Thanks Honza

3 3

AW: [otrs] Customer information with Active Directory
by falko.zurell＠idmedia.com 22 May '06

22 May '06

Hi Guillaume, Looks like you have no BindUser for the customer database (the active directory) configured. Obviously your AD doesn't allow anonymous directory searches. Maybe you can post your Config.pm for a check. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 22.05.2006 17:48 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: [otrs] Customer information with Active Directory Hi list, As anyone can search in Active Directory for customers ? I can do for agent (all it work) but not for customers. When I create a phone ticket, I can't search in customer database ! As anyone have an idea ? I have this error in syslog: error OTRS-CGI-10 00000000: LdapErr: DSID-0C090627, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, vece Thanks in advance -- Guillaume REHM Service Informatique Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Customer information with Active Directory
by Guillaume Rehm 22 May '06

22 May '06

Hi list, As anyone can search in Active Directory for customers ? I can do for agent (all it work) but not for customers. When I create a phone ticket, I can't search in customer database ! As anyone have an idea ? I have this error in syslog: error OTRS-CGI-10 00000000: LdapErr: DSID-0C090627, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, vece Thanks in advance -- Guillaume REHM Service Informatique Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Bug in "Today" display in Calendar??
by Steve Hill 22 May '06

22 May '06

I have found that if I select Today within Calendar, it repaints the screen with the most recently shown screen, rather than a day display. This may be a "thinko", since "Today" means (to me) "show me the calendar for today (only)". I went into 3-month mode and moved ahead a month, then selected Today, which moved it back to the current month (i.e. the month in which today is located.) I tested this on the demo system maintained at http://otrs.org/demo/ and it behaved the same way. Is this a bug, or just a difference of interpretation of what "Today" ought to do?? Thanks, Steve

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otrs Error
by Brian Ronk 22 May '06

22 May '06

After a while away, I finally got back to working on getting OTRS up and running. Which I do, for the most part. But, I am getting an error right now for 2 things: SysConfig, and Package Manager when I click on them in the Admin area. I have it running on Ubuntu 6.06 beta 2, using the precompiled package for Ubuntu. At first I had a permissions error when I clicked on either, but I got that worked out. Here is the error now: Software error: Can't locate object method "new" via package "XML::Parser::Lite" at ../..//Kernel/System/XML.pm line 781. For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. I'm sure I'm just missing something, but I'm not sure what right now. I might need to get a list of directories to show you where things are. It seems like they are all over the place, so that could be part of the problem. -- Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108

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TimeWorkingHours not working? I am including my config
by carinus.carelse＠mrc.ac.za 21 May '06

21 May '06

1 0

(no subject)
by Joe Holden 20 May '06

20 May '06

Ok, i've managed to get schema semi working, OTRS is returning "No userdata!!" though, what am I missing, or what value is incorrect? Thanks, Joe

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AW: Re: AW: [otrs] OTRS Ldap schema
by falko.zurell＠idmedia.com 20 May '06

20 May '06

This depends on which field you like to use as customer id. I think the email address would be distinctive enough. A few days ago I posted an example Config.pm here for connecting to an MS-ActiveDirectory via LDAP. Maybe you can look for this and just modify it to suite your LDAP structure. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 20.05.2006 12:32 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: Re: AW: [otrs] OTRS Ldap schema falko.zurell(a)idmedia.com wrote: > Just take the normal core, cosine and inetOrgPerson schemes. This will work > Maybe phpMyLDAP is something for you too. > > > Kind regards > > > Falko Zurell > Head of Application Management > I-D Media AG > Ohlauer Strasse 43 > D-10999 Berlin > > fon: +49 (0)30 - 2 59 47 - 357 > fax: +49 (0)30 - 2 59 47 - 111 > mobile: +49 (0)160 - 3 62 52 77 > web: http://www.idmedia.com > mail: falko.zurell(a)idmedia.com > > > ----- Original Message ----- > From: otrs-bounces > Sent: 20.05.2006 12:07 > To: otrs(a)otrs.org > Subject: [otrs] OTRS Ldap schema > > Hello, does anyone have an ldif or something that I can import into my > openldap database in order to do authentication? > > Thanks, > Joe > > _______________________________________________ > 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? > > Ok thanks, what about the settings in Config.pm, I can't seem to find the correct values for uid etc (after looking at ldap-integration page at doc.otrs.org) Thanks! Joe

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AW: [otrs] Individual agent ratings?
by falko.zurell＠idmedia.com 20 May '06

20 May '06

1) Enable customer notification per queue for owner and state changes. So the customer gets notified upon all ticket changes. 2) Modify the auto-response for the close ticket notification to include the link to the rating tool. You can extract the agent name from the OTRS variables. 3) If the customer replies to a closed ticket a new one is automatically created (not 100 % sure) Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 20.05.2006 12:30 To: otrs(a)otrs.org Subject: [otrs] Individual agent ratings? Is it possible to be able to when a call is closed : 1) Send an email to the Customer? How do I enable it. 2) In the email include a link that will allow the Customer to rate the Agent : 3) In the email to include a link to reopen the call with a comment if the customer is not satisfied. Carinus -- This e-mail and its contents are subject to the South African Medical Research Council e-mail legal notice available at http://www.mrc.ac.za/about/EmailLegalNotice.htm

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AW: [otrs] OTRS Ldap schema
by falko.zurell＠idmedia.com 20 May '06

20 May '06

Just take the normal core, cosine and inetOrgPerson schemes. This will work Maybe phpMyLDAP is something for you too. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 20.05.2006 12:07 To: otrs(a)otrs.org Subject: [otrs] OTRS Ldap schema Hello, does anyone have an ldif or something that I can import into my openldap database in order to do authentication? Thanks, Joe _______________________________________________ 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

Individual agent ratings?
by carinus.carelse＠mrc.ac.za 20 May '06

20 May '06

Is it possible to be able to when a call is closed : 1) Send an email to the Customer? How do I enable it. 2) In the email include a link that will allow the Customer to rate the Agent : 3) In the email to include a link to reopen the call with a comment if the customer is not satisfied. Carinus -- This e-mail and its contents are subject to the South African Medical Research Council e-mail legal notice available at http://www.mrc.ac.za/about/EmailLegalNotice.htm

1 0

OTRS Ldap schema
by Joe Holden 20 May '06

20 May '06

Hello, does anyone have an ldif or something that I can import into my openldap database in order to do authentication? Thanks, Joe

1 0

OTRS reports or stats
by Abdelrahman 19 May '06

19 May '06

Hi all, I am enjoying OTRS, it is the best open source help desk i found until now, the problem is that i need to OTRS to produce reports more than those i found in the stats module?! I thought about using a thirdparty product to produce the reports but my boss won't agree about that because he needs a complete solution, therefore, he will need to produce the reports from the stats module. Did any one design any custom reports?! I didn't find anything in the developer documentation and i didn't understand a thing from the *.pm in system\stats\ on the server HELP abdelrahman

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RE: [otrs] Backup
by Mamakwa M. Sefiri 19 May '06

19 May '06

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/

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RE: [otrs] Backup
by Mamakwa M. Sefiri 19 May '06

19 May '06

I am running otrs on SUSE Linux. -----Original Message----- From: Jurgen de Wijs [mailto:jdewijs@gmail.com] Sent: 18 May 2006 09:10 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Backup Mamakwa M. Sefiri schreef: > I have create a folder /backup under opt/otrs/sripts and it still gives me the error. > Are you running OTRS on a Debian system by any chance? There is an error in the backup script as it is shipped with the Debian package. If you run Debian let me know. I can explain how to fix it. Regards, Jurgen de Wijs _______________________________________________ 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

responding to new ticket notifications by email
by Isaac Gonzalez 18 May '06

18 May '06

Hi, currently when I reply to a new ticket notification that I receive in my email inbox(not within the otrs interface), it only gives a followup notification to agents that have that queue listed under "my queues". I would like for my email reply to a "new ticket notification" to notify the customer who created the ticket that they have followup. The notification sender address is helpdesk(a)ourdomain.com so when I reply to the ticket, it goes to the otrs just fine within the same ticket thread, it just doesn't notify the customer that they have followup. When using the web interface to do a standard response, this works fine because it sends directly to the customer email address, but it lacks an address book to cc or bcc anyone if needed. If there is anyway to change the notification behavior to emails that are sent when replying to a new ticket notification? Thanks, isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379

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RE: [otrs] Backup
by Mamakwa M. Sefiri 18 May '06

18 May '06

I have create a folder /backup under opt/otrs/sripts and it still gives me the error. -----Original Message----- From: Nils Breunese (Lemonbit Internet) [mailto:nils@lemonbit.nl] Sent: 18 May 2006 11:29 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Backup Mamakwa M. Sefiri wrote: > I am want to do backups the system everyday > > I read the manual on how to back and when I run this command line > > ./backup.pl -d /backup/ > > I get an error directory:/backup Did you create /backup? I guess not. 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/

4 3

Tickets unlock even if there is no new message
by Jurgen de Wijs 18 May '06

18 May '06

When an agent has replied to a client with an e-mail message the ticket becomes locked. We have set an unlock timeout of 480 minutes (8 hours) so that when a customer replies to a ticket that is locked it becomes unlocked. The strange thing is that the ticket gets unlocked even if the client has not replied, i.e. there is no new message with this ticket. After the agent has written and sent his reply the ticket will be unlocked after 480 minutes unconditionally. This does not seem right. Is this a configuration option? Regards, Jurgen de Wijs

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AW: Re: AW: Re: [otrs] Queue ID in ticket number or hook?
by falko.zurell＠idmedia.com 18 May '06

18 May '06

Thanks! I'll give it a try Falko Zurell Head of Application Management I-D Media AG eMail: falko.zurell(a)idmedia.com Tel.: +49-30-25947-357 Mobil: +49-160-3625277 ----- Original Message ----- From: otrs-bounces Sent: 18.05.2006 17:11 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: Re: AW: Re: [otrs] Queue ID in ticket number or hook? Found it. In Kernel/Ticket.pm change # create ticket number if not given if (!$Param{TN}) { $Param{TN} = $Self->CreateTicketNr( ); } to # create ticket number if not given if (!$Param{TN}) { $Param{TN} = $Self->CreateTicketNr( QueueID => $Param{QueueID} ); } Regards, Richard Richard Hinkamp - BeSite wrote: > Hmm, Just saw it doesn't work when creating a new ticket in OTRS, only > with incoming mails. Let's see if I can fix that. _______________________________________________ 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/

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AW: Re: [otrs] Queue ID in ticket number or hook?
by falko.zurell＠idmedia.com 18 May '06

18 May '06

Hello Richard, This sounds very interesting to me. Maybe you can post a patch for the changes you made on NewTicket.pm so I can rework you solution for me. Thanks and kind regards Falko Zurell Head of Application Management I-D Media AG Tel.: +49-30-25947-357 ----- Original Message ----- From: otrs-bounces Sent: 18.05.2006 16:28 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: Re: [otrs] Queue ID in ticket number or hook? Hi, I got it working :) The queue is determined with Postmaster Filter before creating ticket number, so it's available at the right time. So I copied the AutoIncrement generator to be modified. In Kernel/System/Postmaster/NewTicket.pm I had to pass the QueueID to the $Self->{TicketObject}->CreateTicketNr() call. This way I have the queue ID so I can get all queue info en use whatever available data I have to put in the ticket number. Thanks for the pointers! Regards, Richard Richard Hinkamp - BeSite wrote: > Hi, > > A customer of us does support for multiple customers of his. Every > customer has his own queue with all the settings and e-mail addresses > etc. He wants the ticket number or hook to contain a part of the queue > name. So when someone calls and says I have ticket nr XYZ-0123456, he > knows it's a XYZ customer. Is this possible? Maybe I could write a new > ticket number generator, but I don't know if the queue is known at the > moment of ticket number generation. And what to do when the ticket > changes queue? > My feeling is that it's not a smart thing to try, since a ticket is not > locked to a certain queue and changing ticket numbers when changing > queues seems really awkward to me. > > Any thoughts on this? > > Regards, > Richard _______________________________________________ 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 3

Queue ID in ticket number or hook?
by Richard Hinkamp - BeSite 18 May '06

18 May '06

Hi, A customer of us does support for multiple customers of his. Every customer has his own queue with all the settings and e-mail addresses etc. He wants the ticket number or hook to contain a part of the queue name. So when someone calls and says I have ticket nr XYZ-0123456, he knows it's a XYZ customer. Is this possible? Maybe I could write a new ticket number generator, but I don't know if the queue is known at the moment of ticket number generation. And what to do when the ticket changes queue? My feeling is that it's not a smart thing to try, since a ticket is not locked to a certain queue and changing ticket numbers when changing queues seems really awkward to me. Any thoughts on this? Regards, Richard

3 3

OTRS and LDAP
by Joe Holden 18 May '06

18 May '06

Hi all, I'm trying to authenticate against an OpenLDAP server, using the core.schema, i'm unsure of what to put for uid etc, do I need a specific schema for otrs authentication? (I basically want 3 groups, internal users, agents and customers). Or do I just need to add an additional attribute to the OU? I'm not very experienced at all with ldap, so any pointers will be greatly appreciated. Thanks, Joe Holden Opera Telecom Network Administrator (http://www.operatelecom.com)

1 0

Backup
by Mamakwa M. Sefiri 18 May '06

18 May '06

I am want to do backups the system everyday I read the manual on how to back and when I run this command line ./backup.pl -d /backup/ I get an error directory:/backup Thanks Mamakwa

3 2

Statistic analysis: SQL-monster for pending-reminder-overtime
by Alexander Scholler 18 May '06

18 May '06

Hi, I created an SQL-monster which shows all overtimes for pending tickets within an selected month. Check it out... Bye, Alex /* shows all overtime of finished pending-reminder states which pending-time-set was done within the selected YEAR/MONTH */ SELECT (SELECT tn FROM ticket WHERE id = th2.ticket_id) AS Ticket, th1.time1 AS timefrom, th2.create_time AS timeto, /* time when pending stops, perhaps overtime */ th1.timepending AS timeuntil, (UNIX_TIMESTAMP(th2.create_time)-UNIX_TIMESTAMP(th1.timepending))/3600 AS overtime_24h, (SELECT SUBSTRING_INDEX(TRIM(BOTH '%%' FROM name), '%%', 1) FROM ticket_history WHERE id = idstate) AS state FROM ( /* search for set pending-time */ SELECT TIMESTAMP(TRIM(BOTH '%%' FROM th.name)) AS timepending, /* pending-time */ /*SELECT MAX(id) FROM ticket_history WHERE ticket_id = th.ticket_id AND history_type_id IN (1, 26, 27) AND id < th.id) AS id1,*/ (SELECT MIN(id) FROM ticket_history WHERE ticket_id = th.ticket_id AND history_type_id IN (26, 27) AND id > th.id) AS id2, /* history-entry with next state-update or set pending-time */ (SELECT MIN(id) FROM ticket_history WHERE ticket_id = th.ticket_id AND history_type_id IN (27) AND id > th.id) AS idstate, /* history-entry with next state-update */ th.create_time AS time1 /* time when pending starts */ FROM ticket_history th WHERE th.history_type_id = 26 /* set pending-time history-entry */ AND YEAR(th.create_time) = 2006 /* ===>>> YEAR */ AND MONTH(th.create_time) = 04 /* ===>>> MONTH */ ) AS th1 INNER JOIN ticket_history th2 ON th1.id2 = th2.id /* union with next state-update or pending-time-update */ WHERE th1.idstate IS NOT NULL AND /* state must be finished */ (SELECT SUBSTRING_INDEX(TRIM(BOTH '%%' FROM name), '%%', 1) FROM ticket_history WHERE id = idstate) IN (SELECT name FROM ticket_state WHERE type_id = 4) AND /* only pending-reminder states */ th1.time1 < th1.timepending /* pending-time must be greater than its set pending time - should always be true */

1 0

Problem downloading incomming mails
by Manish Sharma 18 May '06

18 May '06

Hi, I find my OTRS is not accepting incoming mails by itself. I have download all my incoming mails manually using "postmasterpop3.pl -f -d 2" And each time I run this module I get this error message Can't open file: 'process_id.MYI'. (errno: 145), SQL: 'SELECT process_ name, process_id, process_host, process_create FROM process_id WHERE process _name = 'PostMasterPOP3'' Can anyone help me with that. Warm regards, Manish Sharma Programme Manager PTU's Gian Jyoti School of TQM & Entrepreneurship Mobile: +91 98554 06222 Telephone: 0172 223 6187, 0172 5541187

2 1

AW: [otrs] Help with Configurations
by falko.zurell＠idmedia.com 18 May '06

18 May '06

Hi James, What mail system do you use on the linux box? Is it its own MTA or has it to use another box as mail relay? Do you already have POP3 mailboxes to use with OTRS? Kind regards Falko Zurell Head of Application Management I-D Media AG Tel.: +49-30-25947-357 ----- Original Message ----- From: otrs-bounces Sent: 18.05.2006 07:16 To: otrs(a)otrs.org Subject: [otrs] Help with Configurations Hello, I have just successfully installed otrs on a linux suse 9 server platform. Unfortunately, i am kind of defeated to configure it up for use(especially the mailing part)? Can any buddy help out with this? If you can help can i have your contacts eg phone no. or msn ? Regards, James Yogo _______________________________________________ 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 f�r Ihr OTRS System? => http://www.otrs.de/

1 0

Help with Configurations
by James Yogo 18 May '06

18 May '06

Hello, I have just successfully installed otrs on a linux suse 9 server platform. Unfortunately, i am kind of defeated to configure it up for use(especially the mailing part)? Can any buddy help out with this? If you can help can i have your contacts eg phone no. or msn ? Regards, James Yogo

1 0

Help with Configurations
by James Yogo 18 May '06

18 May '06

Hello, I have just successfully installed otrs on a linux suse 9 server platform. Unfortunately, i am kind of defeated to configure it up for use(especially the mailing part)? Can any buddy help out with this? If you can help can i have your contacts eg phone no. or msn ? Regards, James Yogo

1 0

Are there safeguards to prevent multiple customer signups?
by s taylor 18 May '06

18 May '06

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.

1 0

how do I get reports on my individual support agents?
by Mike 18 May '06

18 May '06

Hi, This is my first post to this list, as I am new to using OTRS. We’ve implemented the system and it’s working very well for us. The only issue is I have several customer support agents and I can’t figure out how to monitor their progress and actions. Most basically, I’d like to know things like: - How many tickets they took an action on on a particular day - How many ticket have open and locked - How many tickets they have closed There are a number of metrics that would be great to get in addition to these like: - Average length a ticket was open - Average, mean, shortest and longest time to respond to tickets - Etc. I’ve gone through what I think is every option in the administration options and cannot seem to find anything that could give me these reports. Can someone help me understand if I can have access to these types of reports and how I implement them? Thanks! Mike -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.392 / Virus Database: 268.6.0/341 - Release Date: 5/16/2006

2 1

RE: [otrs] Crystal Reports
by Jason Loven 17 May '06

17 May '06

Thanks for the reply! I'll give it a whirl. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: support(a)cainetserv.net <mailto:support@cainetserv.net> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/> ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Hathiramani Sent: Wednesday, May 17, 2006 11:51 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Crystal Reports works very well ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Loven Sent: 12 May 2006 16:57 To: User questions and discussions about OTRS.org Subject: [otrs] Crystal Reports Anyone using Crystal Reports with OTRS? I was thinking of taking a stab at it via MySQL ODBC but I'd like to hear if anyone knows if it's possible to do before I spend a lot of time on it. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: support(a)cainetserv.net <mailto:support@cainetserv.net> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/> ________________________________ Winner 2006: Eden Brown are proud winners of the Employer category of the 2006 Age Positive Recruitment Excellence Awards, in recognition of our lasting commitment to promoting positive age diversity practices in recruitment and challenging ageist attitudes and stereotypes at the highest level. Eden Brown's Age Diversity "Embracing A New Age" Guide is now available online at www.edenbrown.com/agediversity <http://www.edenbrown.com/agediversity> www.edenbrown.com/awardwinning <http://www.edenbrown.com/awardwinning> for more information on our award winning success. The Eden Brown Tree Policy: Eden Brown feels strongly about using technology to reduce paper usage in order to help the environment. Please print only if essential. ________________________________ Attention: Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited.Please address any enquiries regarding this notice to:-helpdesk@edenbrown.com <mailto:-helpdesk@edenbrown.com> This e-mail message has been scanned and cleared by MailMarshal - www.marshalsoftware.com <http://www.marshalsoftware.com> ________________________________ This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

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RE: [otrs] Crystal Reports
by David Hathiramani 17 May '06

17 May '06

works very well ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Loven Sent: 12 May 2006 16:57 To: User questions and discussions about OTRS.org Subject: [otrs] Crystal Reports Anyone using Crystal Reports with OTRS? I was thinking of taking a stab at it via MySQL ODBC but I'd like to hear if anyone knows if it's possible to do before I spend a lot of time on it. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: support(a)cainetserv.net <mailto:support@cainetserv.net> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/> Winner 2006: Eden Brown are proud winners of the Employer category of the 2006 Age Positive Recruitment Excellence Awards, in recognition of our lasting commitment to promoting positive age diversity practices in recruitment and challenging ageist attitudes and stereotypes at the highest level. Eden Brown's Age Diversity �Embracing A New Age� Guide is now available online at http://www.edenbrown.com/agediversity http://www.edenbrown.com/awardwinning for more information on our award winning success. The Eden Brown Tree Policy: Eden Brown feels strongly about using technology to reduce paper usage in order to help the environment. Please print only if essential. ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

1 0

Required mores fields in Backen
by Carlos Luis Sánchez Bocanegra 17 May '06

17 May '06

Hi list!, Im began in otrs, i have one question relative to de Backend Database, I'm interested modyficate some fields in de customer_user (too fees fields :-() I try do it in Kernel/Config.m but then crash apache....same examples of Config.pm <http://config.pm/> all together....thx.

2 2

notification for team leader
by Honza Rezab 17 May '06

17 May '06

Hello all. How can I make automatically notification for team leader when any ticket is timeover? Thanks Honza

1 0

R: [otrs] Customer and Compay ticket
by 3Tech s.r.l. - Area Software 17 May '06

17 May '06

Where Can I access company tickets interface (if there is any)? ________________________________ Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di KartheeK Inviato: mercoledì 17 maggio 2006 8.10 A: User questions and discussions about OTRS.org Oggetto: Re: [otrs] Customer and Compay ticket In the "Com pany Tickets" you will see the tickets of all the peolple who have a common customer ID. If 5 people have customer ID100 then in the "Company Tickets" you willsee all the tickets of all the 5 people.... Hope That explains.... "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> wrote: Can someone please explain to me the difference between Customer and Company tickets 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/ ________________________________ Why was V. Sehwag warned by the BCCI? Share your knowledge on Yahoo! Answers India <http://us.rd.yahoo.com/mail/in/mailanswerssehwag/*http:/in.answers.yahoo.co…> Send instant messages to your online friends - NOW <http://us.rd.yahoo.com/mail/in/messengerbeta/*http:/messenger.yahoo.com/dow…>

1 0

SV: [otrs] funny charectors
by Mikael Mattsson 17 May '06

17 May '06

If you have access to browse the database (through phpMyAdmin for instance), then you could find what charset is mostly used by viewing the the 'a_content_type' -field in the 'article' table. SQL query: SELECT `a_content_type` , `a_from` , `a_to` FROM `article` /Mikke > -----Ursprungligt meddelande----- > Från: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > För Mamakwa M. Sefiri > Skickat: den 17 maj 2006 10:38 > Till: User questions and discussions about OTRS.org > Ämne: RE: [otrs] funny charectors > > Is there other chatset that I can use besides 'iso-8859-1' > and 'utf-8'. I tried this two variables the both does not work > > > -----Original Message----- > From: Nils Breunese (Lemonbit Internet) [mailto:nils@lemonbit.nl] > Sent: 15 May 2006 01:02 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] funny charectors > > Mamakwa M. Sefiri wrote: > > > I am getting funny characters on the emails send to the system. > > > > > > > > I have put in $self ->{'DefaultChatset'}; in Config.pm, I thought > > the problem will be solved. > > It is DefaultCharset and you have to give the variable a value. I > have this set: > > $Self->{DefaultCharset} = 'iso-8859-1'; > > Instead of iso-8859-1 you can set the charset you need. > > 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 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/ >

1 0

Required mores fields in Backen
by Carlos Luis Sánchez Bocanegra 17 May '06

17 May '06

Hi list!, Im began in otrs, i have one question relative to de Backend Database, I'm interested modyficate some fields in de customer_user (too fees fields :-() I try do it in Kernel/Config.m but then crash apache....same examples of Config.pm all together....thx.

1 0

RE: [otrs] funny charectors
by Mamakwa M. Sefiri 17 May '06

17 May '06

Is there other chatset that I can use besides 'iso-8859-1' and 'utf-8'. I tried this two variables the both does not work -----Original Message----- From: Nils Breunese (Lemonbit Internet) [mailto:nils@lemonbit.nl] Sent: 15 May 2006 01:02 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] funny charectors Mamakwa M. Sefiri wrote: > I am getting funny characters on the emails send to the system. > > > > I have put in $self ->{'DefaultChatset'}; in Config.pm, I thought > the problem will be solved. It is DefaultCharset and you have to give the variable a value. I have this set: $Self->{DefaultCharset} = 'iso-8859-1'; Instead of iso-8859-1 you can set the charset you need. 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/

1 0

Statistic extensions (considering TimeWorkingHours)
by Alexander Scholler 17 May '06

17 May '06

Hi all, often discussed on the lists (english as well as german): the availability of statistic extensions on OTRS. I now wrote some extensions posted in this mail. This is the approach I followed: 1) Basically I had to understand the DB-schema ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png 2) Then I did some pure SQL statistic analysis within OpenOffice Base with JDBC-bridge to the MySQL-DB (note: this Base-DB can be used excellently under Windows and Linux! - try this with M$-Office). 2a) The problem is that TimeDifferences (eg. how long did it takes to act on a new ticket) are always calculated hard, meaning "DateWhenActing minus DateWhenNew" is not really a good measurement because the support time of the service desk team is not considered. The gap in seconds within the support time (defined in TimeWorkingHours and others on OTRS) can be calculated within OTRS through Kernel::System::Time->WorkingHours, see http://dev.otrs.org/2.0/Kernel/System/Time.html#item_workingtime (sorry for that syntax, I'm not a perl expert). So I had to bring my Base-SQL-statements into the OTRS statistic framework to use the time-function provided by OTRS. 2b) I took ~/Kernel/Systems/Stats/* as templates and created my own extensions. Some of them are attached to this mail. You have to copy the *.pm-Files to the proper location and extend your ~/Kernel/Config/Files/Ticket.xml (to let OTRS know that there are extensions). Would you please give me feedback * if the SQL-statements are correct * if the work I've done follows the right way I think many of you have waited for the statistics I provide. If you extend my statistics, please also publish your work done. Consider that changes you make to statistics don't affect if UseResultCache = 1. WriteCache on State_Changes_Specific.pm could be applied due to the logic, but cache-distinction upon different selected states is not supplied by OTRS (it only considers Month and Year). Sorry about the german/english-mix used within the files. Now, some questions coming up during my work: I) In Status_Changes.pm the code does * make the sql-query * calculate time within support time * does some data-grouping through perl The problem is that I had to expensively (for me!) code the data-grouping in perl. MySQL could do this job much better and more efficient. But how can the WorkingHours-function of OTRS be brought to MySQL? Ia) by writing an MySQL stored-procedure/function, first available on v5.0. The problem with this approach is that the service-time must be maintained in OTRS and in the MySQL-function => this could be done in further OTRS version through OTRS itself with it's DB-access. Ib) by giving the modified time data from OTRS back to MySQL. Out of OTRS a temporary table could be created which would be filled with the modified time data through OTRS. Data-analyses (e.g. grouping) could be done on this table. What do you think about these approaches? II) I wanted to do some modification over all statistics. So I edited ~/Kernel/Modul/SystemStats.pm. But I couldn't notice any output-changes upon code changes (beside wrong syntax: this was reported by an error). Where or how must the statistic output module be edited? Bye, Alex <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn4" Required="0" Valid="1"> <Description Lang="en">duration of states</Description> <Description Lang="de">Dauer der Stati</Description> <Group>Ticket</Group> <SubGroup>Core::Stats</SubGroup> <Setting> <Hash> <Item Key="Name">Status-Verweildauer</Item> <Item Key="Module">Kernel::System::Stats::State_Changes</Item> <Item Key="Desc">Gibt an, wie lange die einzelnen Stati bestehen bleiben. Es werden alle Stati betrachtet, die innerhalb des gewuenschten Zeitraumes beendet wurden.</Item> <Item Key="UseResultCache">1</Item> <Item Key="Output"> <Array> <Item>Print</Item> <Item>CSV</Item> </Array> </Item> <Item Key="OutputDefault">Print</Item> </Hash> </Setting> </ConfigItem> <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn5" Required="0" Valid="1"> <Description Lang="en">duration of specific state</Description> <Description Lang="de">Dauer eines speziellen Status</Description> <Group>Ticket</Group> <SubGroup>Core::Stats</SubGroup> <Setting> <Hash> <Item Key="Name">Status-Verweildauer (spezifische Einzelbetrachtung)</Item> <Item Key="Module">Kernel::System::Stats::State_Changes_Specific</Item> <Item Key="Desc">Zeigt alle Verweildauern des ausgewählten Status a. (Status muss im ausgewaehlten Monat abgeschlossen worden sein.</Item> <Item Key="UseResultCache">0</Item> <Item Key="Output"> <Array> <Item>Print</Item> <Item>CSV</Item> </Array> </Item> <Item Key="OutputDefault">Print</Item> </Hash> </Setting> </ConfigItem>

1 0

Customer and Compay ticket
by Mamakwa M. Sefiri 17 May '06

17 May '06

Can someone please explain to me the difference between Customer and Company tickets Thanks Mamakwa

2 1

New Account E-mail verification protection
by s taylor 16 May '06

16 May '06

Hello. Is there a method that can be invoked to require new signups to have to verify via a link in their new account E-mail so to prevent spam of someone signing up new accounts with fake E-mail addresses? Also, could image verification be added as a feature before new accounts forms can be submitted and/or resubmitted? In a number of online software applications now, either one or both of these are available as options. Thanks.

1 0

permissions problems
by Leonardo Ascenso 16 May '06

16 May '06

hi all! 1. I have installed otrs at /opt/otrs/ with user otrs and group nobody (apache run as). 2. I have ran bin/SetPermissions.sh otrs nobody nobody nobody in orther to set permissions. 3. I made https.conf changes: <VirtualHost ... User site99 Group site99 Alias /otrs-web/ /opt/otrs/var/httpd/htdocs/ ScriptAlias /otrs/ /opt/otrs/bin/cgi-bin/ ... </VirtualHost> When I try to access I get this error: Forbidden You don't have permission to access /otrs/installer.pl on this server. (403 error) error_log shows: [Tue May 16 17:38:40 2006] [error] [client 83.240.219.110] (13)Permission denied: access to /otrs/installer.pl failed because search permissions are missing on a component of the path suexec_log shows nothing on this file. I'm running Apache/1.3.34 and RH. regards. _______________________________________________________________________________________ Ate 4500 euros para o que desejar! Saber mais em http://www.iol.pt/correio/rodape.php?dst=0601271

2 1

Forwarding responses, tags
by ph＠rook.cz 16 May '06

16 May '06

Hello, I'm mostly succesfully trying to clench OTRS into our workflow, OTRS feels comfortably in hand. One issue I've stumbled upon is that our workflow includes frequent forwarding of incoming mail and awaiting for external response (all of which belongs under one ticket). Is there possibility to define "templates", just like Responses for replying, for Forwarding an article? Second one - there are option tags like <OTRS_FIRST_NAME> and so on, does some tag exist to insert ticket freetext tags into template? Thanks in advance. -- ,-._,--..__,.-' | Pavel Kácha | ph(a)rook.cz `-._,--.

1 0

RE: [otrs] ticket attachment
by La Scala, Giovanni 16 May '06

16 May '06

What's the table and the field to set in the db? Giovanni ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Volker.Lipper(a)de.mecglobal.com Sent: martedì 16 maggio 2006 11.10 To: User questions and discussions about OTRS.org Subject: Re: [otrs] ticket attachment did you set the size in the db too? if you use db as the storing location.... have a look at the error log. Li otrs-bounces(a)otrs.org schrieb am 16.05.2006 11:13:18: > Hi, > > when i send a ticket with an attachment, this ticket arrive to > destination without the file attached. > I have configured the max size to 5M and this problem occurs when I > attached a file of more 1M. > What's wrong? > Thanks, > > Giovanni > _______________________________________________ > 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

ticket attachment
by La Scala, Giovanni 16 May '06

16 May '06

Hi, when i send a ticket with an attachment, this ticket arrive to destination without the file attached. I have configured the max size to 5M and this problem occurs when I attached a file of more 1M. What's wrong? Thanks, Giovanni

2 1

Authentication User
by La Scala, Giovanni 16 May '06

16 May '06

Hi, Can I use Authentication with LDAP and DB in the same otrs application? For example: When I insert username and password otrs must check the user before with LDAP and if he doesn't appear in LDAP the application must check in DB. Then if the two authentication are failed the application give the usual message of authentication failure. Thanks, Giovanni La Scala Advanced Global Solution AGS S.p.A. Area Software Factory Via Inama, 17 - 20133 Milano Baluardo Partigiani, 2 - 28100 Novara Tel.: 02.89.69.86.00; Fax: 02.89.69.86.10 E-mail: giovanni.lascala(a)ags-it.com Http://www.ags-it.com <http://www.ags-it.com/>

1 0

Re: [otrs] Re: ticket time units
by Brigitte Calderwood 15 May '06

15 May '06

1 0

Re: [otrs] ticket time units
by Brigitte Calderwood 15 May '06

15 May '06

1 0

RE: [otrs] funny charectors
by Mamakwa M. Sefiri 15 May '06

15 May '06

I tried both $Self->{DefaultCharset} = 'iso-8859-1'; $Self->{DefaultCharset} = 'utf-8'; once at a time bit it does not work -----Original Message----- From: Nils Breunese (Lemonbit Internet) [mailto:nils@lemonbit.nl] Sent: 15 May 2006 01:02 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] funny charectors Mamakwa M. Sefiri wrote: > I am getting funny characters on the emails send to the system. > > > > I have put in $self ->{'DefaultChatset'}; in Config.pm, I thought > the problem will be solved. It is DefaultCharset and you have to give the variable a value. I have this set: $Self->{DefaultCharset} = 'iso-8859-1'; Instead of iso-8859-1 you can set the charset you need. 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 oder Consulting für Ihr OTRS System? =http://www.otrs.de/

1 0

funny charectors
by Mamakwa M. Sefiri 15 May '06

15 May '06

I am getting funny characters on the emails send to the system. I have put in $self ->{'DefaultChatset'}; in Config.pm, I thought the problem will be solved. Can someone please advice? Thanks Mamakwa

2 1

Re: [otrs] ticket time units
by Brigitte Calderwood 15 May '06

15 May '06

3 2

Multiple OTRS installations, same machine
by Matt Linton 15 May '06

15 May '06

Hello all! I'd like to allow multiple software groups within our single organization to handle their own "issue reporting" via OTRS. Since I don't want to manage multiple servers, and want them each to have full administrative control over their own FAQ entries, customer users, etc -- I had planned on installing multiple OTRS installations like this: ScriptAlias /otrs1/ /local/otrs1 ScriptAlias /otrs2/ /local/otrs2 (and so on...) Problem is, I'm running into wierd behaviors with the secondary and other OTRS's. Log.pm seems to use the OTRS ID as a function for grabbing memory for logging. Is that true? If I set my server IDs "1" and "2" then #2 has memory conflicts, but if I set them to "1" and "20" then it seems fine. Has anyone done this before, and does anyone know how to accomplish it better, perhaps? -- ------------------------------------------------------------- Matt Linton "So, you think there's no money UNIX/Linux SysAdmin to be made as a philosophy major? ASANI Solutions, LLC Think again! You're still right."

7 11

how to get web requests?
by Alexander Kardailsky 14 May '06

14 May '06

Dear otrs, Let's try one more time. ;) Is it possible to configure otrs that I will receive to my email address all requests that customers send through web form? Also, does anybody tried to move from mysql to postgresql? I'm thinking of changing db but have some doubts. Thanks in advance. -- Best regards, Alexander

2 2

Crystal Reports
by Jason Loven 13 May '06

13 May '06

Anyone using Crystal Reports with OTRS? I was thinking of taking a stab at it via MySQL ODBC but I'd like to hear if anyone knows if it's possible to do before I spend a lot of time on it. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: support(a)cainetserv.net <mailto:support@cainetserv.net> Web: http://www.cainetserv.com/ <http://www.cainetserv.com/>

2 1

ticket time units
by Alan McKeown 12 May '06

12 May '06

Hi, Have started using OTRS in a limited sort of way as I am still truggling with some details on set-up. In the create ticket screen at the bottom there is a time units section. What does this mean? is it hours spent? regards Alan. -- This message has been scanned for viruses and dangerous content by Joraph Consulting Ltd (Server #1), and is believed to be clean.

3 2

AdminSysconfig error
by Steve Hill 12 May '06

12 May '06

When I click on the SysConfig link on the admin menu, I get: Software error: Can't locate object method "new" via package "XML::Parser::Lite" at ../..//Kernel/System/XML.pm line 781. Anyone care to hazard a guess how to fix this?? Steve

2 2

Problems with new ticket notification
by Daniel Valero 12 May '06

12 May '06

Hello, I am getting problems to send the new ticket notification. Next, a description of the configuration of my otrs: I created two groups: ?Pranical? and ?internal?, I created all the customers and associate them to the group they belong. I created two queues: ?Pranical? and ?internal? ( one queue for each group), both queue are subqueues of Raw. The ?Pranical??queue belongs to ?Pranical? group and the ?internal? queue belongs to ?internal? queue. I created all the system users and associate them to both groups. The queue ?Raw? belongs to the ?users? group The user has all the queues associated to them The problem is: when a customer that belongs to ?Pranical? group creates a ticket in the ?Pranical? queue the notification is not sent, when a customer that belongs to ?internal? group creates a ticket in the ?internal? queue the notification is not sent, but if any customer creates a ticket in the ?Raw? queue, the notification in sent. I need your help to solve this issue. I dont understand why this is happening Thanks for your help -- Ing. Daniel Valero Infrastructure & Edge Computing (I&EC) Pranical Technologies Cel.: +58.412.718.6767 Ofic.:+58.212.415.7051 +58.212.284.1725 +58.212.285.2159

1 0

Bog about emails date
by Guillaume Rehm 12 May '06

12 May '06

Hi list and developpers, I saw a problem with OTRS. When otrs send an email, it doesn't add date header. Or in the SMTP standards, it's the mailer agent (otrs, thunderbird) that must add date header and not the smtp relay server. Have you already saw this problem ? As any parameters that I forgot to add date header in otrs mails ? Can you give me an answer at this question ? Thanks for this great application 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

1 1

OTRS & Asterisk (with TAPI) anyone?
by Evert Meulie 12 May '06

12 May '06

Hi all! I know the question has been asked before, but: Does anyone have a CTI / Tapi integration working with OTRS? Asterisk perhaps? Regards, Evert

2 1

Crontab again
by Alina Florea 11 May '06

11 May '06

Hi all, Because the crontab problem I had is not still resolved, I have tried to uninstall and to reinstall the crontab for the user otrs. So, as otrs user (su - otrs) I have checked to have an empty crontab in order to reinstall the cron. After that I have launched: ./Cron.sh start from /opt/otrs/bin I have this message: /opt/ptrs/var/tmp/otrs-crpn-tmp.4284: No such file or directory failed Can anyone help me with this error message? Thank you. Alina.

2 1

Email Customer
by Olivier BATARD 11 May '06

11 May '06

Hi Everybody, Could you tell me how I Can use the same email address for several customer ? I haven't found that in documentation, Thanks a lot ! Olivier

3 5

filter autoresponse E-Mails with X-Loop: bulk?
by Rudolf Harney 11 May '06

11 May '06

Hi All, I want to detect autoresponse E-Mails from otrs. (I don't want them in backups.) Do they all contain X-Loop: bulk in the header? Or does someone know a better way, detecting autoresponse Mails? Thanks, Rudolf

1 0

Fw: ticket from mail
by ced 11 May '06

11 May '06

Hi, how can automatic insert the ticket (with a script???) send from a mail to a help(a)xxx.xx into a list of my otrs ticket? Thank

3 2

searching tickets by customer-group
by 3Tech s.r.l. - Area Software 11 May '06

11 May '06

Hi all, how can I search tickets opened by customer-users of a specific group?

1 0

[Fwd: [otrs] Default Sort TicketOverview]
by Tom Haddon 11 May '06

11 May '06

Nevermind. File under user error... I was changing it on a different server (the test install) from the one I was looking at the changes on. Thanks, Tom -------- Forwarded Message -------- From: Tom Haddon <tom.haddon(a)scansafe.com> Reply-To: User questions and discussions about OTRS.org <otrs(a)otrs.org> To: otrs(a)otrs.org Subject: [otrs] Default Sort TicketOverview Date: Thu, 11 May 2006 09:51:33 +0100 Hi Folks, I'm trying to change the default sort of the TicketOverview page. Currently it's by ticket age, oldest first, and I'd like to change it to ticket age, newest first. The URL is index.pl?Action=AgentStatusView, so I took a look at the AgentStatusView.pm module, and saw this line: $Self->{Order} = $Self->{ParamObject}->GetParam(Param => 'Order') || 'Up'; Thinking "Aha, I've found it", I changed it to $Self->{Order} = $Self->{ParamObject}->GetParam(Param => 'Order') || 'Down'; I then went to the page again, but it seems like it's still ordering it the oldest first. I tried restarting Apache, but still the same. Is there something else I need to do, or am I completely on the wrong track? Thanks, Tom -- Tom Haddon Systems Engineer 198 High Holborn London, WC1V 7BD T +44 (0) 20 7959 0630 www.scansafe.com ScanSafe - Pure Internet

1 0

Default Sort TicketOverview
by Tom Haddon 11 May '06

11 May '06

Hi Folks, I'm trying to change the default sort of the TicketOverview page. Currently it's by ticket age, oldest first, and I'd like to change it to ticket age, newest first. The URL is index.pl?Action=AgentStatusView, so I took a look at the AgentStatusView.pm module, and saw this line: $Self->{Order} = $Self->{ParamObject}->GetParam(Param => 'Order') || 'Up'; Thinking "Aha, I've found it", I changed it to $Self->{Order} = $Self->{ParamObject}->GetParam(Param => 'Order') || 'Down'; I then went to the page again, but it seems like it's still ordering it the oldest first. I tried restarting Apache, but still the same. Is there something else I need to do, or am I completely on the wrong track? Thanks, Tom -- Tom Haddon Systems Engineer 198 High Holborn London, WC1V 7BD T +44 (0) 20 7959 0630 www.scansafe.com ScanSafe - Pure Internet

1 0

file-atttribute-problems with ArticleStorageFS
by Alexander Scholler 11 May '06

11 May '06

Hi, my OTRS v2.0.4 runs with * OTRS-user uid=556(otrs) gid=1003(otrs) Gruppen=1003(otrs),42(trusted),65533(nobody),65534(nogroup) * and Web-user id apache uid=1003(apache) gid=65533(nobody) Gruppen=65533(nobody) * both with umask 0077 * we use ArticleStorageFS The problem is that the backup.pl-script doesn't work tar: var/article/2006/05/10/3246: Cannot savedir: Permission denied tar: var/article/2006/05/10/3254: Cannot savedir: Permission denied tar: Error exit delayed from previous errors due to wrong set owner and rights on only a few stored articles, e.g.: ~/var/article/2006/05/10> l insgesamt 0 drwxrwsr-x 11 otrs nobody 264 2006-05-10 23:50 ./ drwxrwsr-x 13 otrs nobody 312 2006-05-11 00:00 ../ drwxrwsr-x 2 otrs nobody 128 2006-05-10 08:32 3245/ drwx--s--x 2 apache nobody 80 2006-05-10 08:57 3246/ drwxrwsr-x 2 apache nobody 80 2006-05-10 09:03 3248/ drwxrwsr-x 2 apache nobody 80 2006-05-10 09:37 3249/ drwxrwsr-x 2 apache nobody 80 2006-05-10 09:43 3251/ drwx--s--x 2 apache nobody 80 2006-05-10 09:47 3254/ drwxrwsr-x 2 otrs nobody 80 2006-05-10 10:28 3255/ drwxrwsr-x 2 otrs nobody 80 2006-05-10 12:58 3262/ drwxrwsr-x 2 otrs nobody 80 2006-05-10 18:20 3271/ Both articles are of type email-external written by an agent. It's a pretty normal text-mail without any attachments. The otrs-logging don't give any information helpful on this issue. I used SetPermissions.sh to reset the owner/rights. Then backup.pl runs correct, but a few days later another new articles are stored with incorrect file-attributes. I have no idea why this only occurs to a minor number of articles. (I use UTF-8 and had to use the workaround described under http://bugs.otrs.org/show_bug.cgi?id=942) Please help. Bye, Alex

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