- otrs - OTRS mailing lists

queue
by Mamakwa M. Sefiri 11 May '06

11 May '06

Can someone tell me where on the system does it reads $Self->{'CustomerPanelOwnSelection'} = { 'Misc' => 'Second Queue', 'Junk' => 'First Queue' }; I want to change the Queues, witch the Customer can select in the Customer-Interface. I want to change the queues Thanks Mamakwa

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Email on close
by Mike McGrath 11 May '06

11 May '06

How do I get OTRS to automatically send an email on close but not when a new ticket is created? -Mike

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Re: [otrs] Email on close
by Brigitte Calderwood 10 May '06

10 May '06

1 0

Got no LogObject! at /opt/otrs/Kernel/System/Time.pm line 70, <PRODUCT> line 4.
by Theuns Smuts 10 May '06

10 May '06

Good day Our OTRS stopped retrieving emails from our Pop3 box. When I run the PostMasterPOP3.pl script I get this error below. Got no LogObject! at /opt/otrs/Kernel/System/Time.pm line 70, <PRODUCT> line 4. Please help me find the solution to this problem Thank you in advance Theuns

1 1

Email Customer
by Olivier BATARD 09 May '06

09 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

1 0

Chinese character in subject gives Perl error "Wide character in syswrite"
by Daniel Ciaglia 09 May '06

09 May '06

Hi there, there was, some time ago, a similar error which should be fixed by a Config.pm setting <quote> Gerben Meijer wrote: > Before I go report this as a bug, does anyone else experience problems > when > using the euro sign in a reply? > > I'm getting: > > Software error: > > Wide character in syswrite at /usr/share/perl/5.8/Net/Cmd.pm line 430. > > This shows up in the error_log too: > [Thu Sep 23 15:42:19 2004] index.pl: Wide character in syswrite at > /usr/share/perl/5.8/Net/Cmd.pm line 430. I'm not sure, but I think this is becasue syslog can't log in utf-8. So OTRS 1.3 comes with an extra option: [Kernel/Config.pm] # param for LogModule Kernel::System::Log::SysLog # (if syslog can't work with utf-8, force the log # charset with this option, on other chars will be # replaces with ?) $Self->{'LogModule::SysLog::Charset'} = 'iso-8859-15'; [...] Then it should work. Martin Edenhofer </quote> Well, setting this to utf-8 still gives the following error: Wide character in syswrite at /usr/share/perl/5.8/Net/Cmd.pm line 436. OK, we don't use the syslog but LogModule->File. Is there any suggestion besides NOT using chinese in the subject? Please note, the error occurs only with Chinese in the subject, the body itself can contain whatever characters we like (e.g. japanese too)... CU, Daniel -- .oO(>-------------------------------v----------------------------<)Oo. | Daniel Ciaglia | "Count the Moon." | | daniel [at] ciaglia [dot] de | "One." | | >> Knowledge Brings Fear << | "Whoa...." |

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FW: Queues on New Ticket
by Mamakwa M. Sefiri 09 May '06

09 May '06

I have managed to put in the relevant queues in the New Tickect window and I tried to put the third queue but it did not allow me to, this is what I have put in $Self-> {'CustomerPanelOwnSelection'} = { 'Second Queue' => 'Helpdesk' 'First Queue' => 'Business Support' }; And I get the error below Error: Need TicketID! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.7 OS: linux Time: Tue May 9 09:45:52 2006 Message: Need TicketID! Traceback (17212): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.94) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.3) Line: 311 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.6) Line: 677 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl:: handler (v) Line: 47 Module: (eval) (v1.36) Line: 203 Module: ModPerl::RegistryCooker::run (v1.36) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.36) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 _____ From: Mamakwa M. Sefiri Sent: 08 May 2006 12:25 PM To: 'User questions and discussions about OTRS.org' Subject: Queues on New Ticket Is it possible to show the queues on the TO field, on the new ticket window. I tried to find clues on the manual. Thanks Mamakwa

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Get mail from Exchange
by Miller, Tim 09 May '06

09 May '06

Hi all, Is there a way to receive email tickets directly into OTRS from Exchange? We do not run POP3 services on our exchange server. We are running OTRS on a Windows 2003 server. We just started experimenting with OTRS so any help is greatly appreciated! With Best Regards, Tim Miller Network Administrator DBT America, Inc.

3 2

Agent user email address
by Marcus Hopwood 08 May '06

08 May '06

Hi, In the Agent User page in the Admin area is it possible to specify multiple email addresses for a single user? Thanks, Marcus

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RE: [otrs] Generic Agent
by Mamakwa M. Sefiri 08 May '06

08 May '06

I just want to understand so that I know when and how to use it. -----Original Message----- From: Richard Hinkamp - BeSite [mailto:richard@besite.nl] Sent: 08 May 2006 01:20 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Generic Agent > Can someone please explain how generic agent works, I have > read the manual but it is still not clear to me. What is not clear? What do you want to do with it? Be a little more specific in your questions please. 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/

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Generic Agent
by Mamakwa M. Sefiri 08 May '06

08 May '06

Can someone please explain how generic agent works, I have read the manual but it is still not clear to me. thanks

2 1

Queues on New Ticket
by Mamakwa M. Sefiri 08 May '06

08 May '06

Is it possible to show the queues on the TO field, on the new ticket window. I tried to find clues on the manual. Thanks Mamakwa

1 0

failure of special ACL-settings
by Alexander Scholler 08 May '06

08 May '06

Hi all, I wan't to cut rights on tickets belonging to the Postmaster-queue (because this is the incoming-queue where tickets should first be categorized by moving into another queue before further actions take place). For that, I used the ACL below. $Self->{TicketAcl}->{'04_Postmaster_Beschraenkung'} = { Properties => { Ticket => { Queue => ['Postmaster'], } }, Possible => { Action => { AgentTicketLock => 0, AgentTicketZoom => 1, AgentTicketClose => 0, AgentTicketPending => 0, AgentTicketNote => 0, AgentTicketHistory => 1, AgentTicketPriority => 1, AgentTicketFreeText => 1, AgentTicketHistory => 1, AgentTicketCompose => 0, AgentTicketBounce => 0, AgentTicketTicketPrint => 1, AgentTicketForward => 0, AgentTicketTicketLink => 0, AgentTicketPrint => 1, AgentTicketPhone => 0, AgentTicketCustomer => 1, AgentTicketOwner => 0, }, }, }; The problem is that "AgentTicketCompose => 0," does not take effect: It's no longer possible to do phone calls (AgentTicketPhone => 0,) for tickets within the queue Postmaster, but Mail-responses still can be made. The problem is that with this action, a ticket is locked which should not be possible (AgentTicketLock => 0,) Do you have the same behaviour? Any advices? Bye, Alex

1 1

E-mailing out part not working
by josh p 07 May '06

07 May '06

Hello all, I have installed the OTRS on a windows xp machine, and It is not e-mailing the customer there password. Is there a setting that I need to set in one of the configuration files? Thanks --------------------------------- Yahoo! Messenger with Voice. PC-to-Phone calls for ridiculously low rates.

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RE: [otrs] Re: admin login issue
by Alan McKeown 05 May '06

05 May '06

Hi Steve, Thanks for the response. I have gone the sql route for a fix. I was actually logging in as administrator. thanks Alan. ________________________________ From: otrs-bounces(a)otrs.org on behalf of Steve Hill Sent: Fri 05/05/2006 11:32 To: otrs(a)otrs.org Subject: [otrs] Re: admin login issue Alan McKeown wrote: > I need some help please. Somehow when I have logged into OTRS (via html > front end) I have disabled the admin tag. I cannot now continue setting > up otrs. Is it possible that the administrator user can disable > administrative activities. Please help. You don't say which user you logged in as, but you might log in as another admin (root, perhaps) then bring up the admin screen. Go to the [Users <-> Groups] link, bring up the admin group link, and check the boxes for the users that need admin access. If this doesn't work for you (like if the only admin you had was root) it can be done via direct SQL access, but this is a LOT easier. Steve _______________________________________________ OTRS mailing 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 message has been scanned for viruses and dangerous content by Joraph Consulting Ltd (Server #1), and is believed to be clean. -- This message has been scanned for viruses and dangerous content by Joraph Consulting Ltd (Server #1), and is believed to be clean.

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FQDN behinded a NATed router?
by Steve Hill 05 May '06

05 May '06

We have our OTRS server on our internal LAN, which is behind a router running NAT. The actual mail server is outside the LAN, and we POP and SMTP mail from there. The actual FQDN is company.com, and the OTRS server is called chuckles, but the DNS is NOT exported beyond the router. I have tried chuckles.company.com, but of course there is no chuckles.company.com on the internet, nor does user(a)chuckles.company.com actually return mail to the correct user. I have tried chuckles.localdomain, but then I (and other AGENTS) get new ticket notification mail with the return address of otrs(a)chuckles.localdomain. The actual POP3 email address is helpdesk(a)company.com (which resides on our external mail-server) so our normal return mail (notifying the CUSTOMER of their assigned, for instance) work properly. Can someone take all of this, and tell me which FQDN I should put in Config.pm. Thanks, Steve

2 1

FW: OTRS problem in customer.pl
by Harishkumar 05 May '06

05 May '06

_____ From: Harishkumar [mailto:harish.kumar@vyomlabs.com] Sent: Saturday, April 29, 2006 6:55 PM To: 'otrs(a)otrs.org' Subject: FW: OTRS problem in customer.pl _____ From: Harishkumar [mailto:harish.kumar@vyomlabs.com] Sent: Saturday, April 29, 2006 6:34 PM To: 'mailman(a)lists.otrs.org'; 'dev(a)otrs.org' Cc: 'prasadk(a)vyomlabs.com' Subject: OTRS problem in customer.pl Dear Sir / Madam Request you you to please suggest on the following problem in the OTRS 1 ) Using customer.pl , when customer creates the ticket , and then press submit icon , the response of the server goes tremendously slow , it takes long time for bottom bar to complete . 2 ) Is there any problem of database ,??? , when we checked with empty database , the response was quite good . , . 3 ) Can we purge the old and closed tickets from the database , please suggest on this , how can we do this . Thanks and Regards Harish kumar

2 7

admin login issue
by Alan McKeown 05 May '06

05 May '06

Hi All, I need some help please. Somehow when I have logged into OTRS (via html front end) I have disabled the admin tag. I cannot now continue setting up otrs. Is it possible that the administrator user can disable administrative activities. Please help. regards Alan. -- This message has been scanned for viruses and dangerous content by Joraph Consulting Ltd (Server #1), and is believed to be clean.

2 1

Customer name - company name
by 3Tech s.r.l. - Area Software 05 May '06

05 May '06

Hi all, When I fill customer database I have to specify for each one the first name and the second name. But for our customers is more correct to specify the company name (for example Microsoft, BMW, etc. etc.) is it a way to do this? Andrea Caldarone Area software 3tech Srl Via Filonzi, 11 60131 Ancona Tel. 0712908943 Fax. 0712861820 www.3techsrl.com <http://www.3techsrl.com/> software(a)3techsrl.com AVVERTENZE AI SENSI DEL DLGS 196/2003 Le informazioni contenute in questo messaggio di posta elettronica e/o nel/i file/s allegato/i, sono da considerarsi strettamente riservate. Il loro utilizzo e' consentito esclusivamente al destinatario del messaggio, per le finalita' indicate nel messaggio stesso. Qualora riceveste questo messaggio senza esserne il destinatario, Vi preghiamo cortesemente di darcene notizia via e-mail e di procedere alla distruzione del messaggio stesso, cancellandolo dal Vostro sistema; costituisce comportamento contrario ai principi dettati dal Dlgs. 196/2003 il trattenere il messaggio stesso, divulgarlo anche in parte, distribuirlo ad altri soggetti, copiarlo, od utilizzarlo per finalita' diverse. Un corretto comportamento da parte di tutti contribuira' a realizzare una societa' piu' civile.

1 0

Calendar in otrs
by Carlos Luis Sánchez Bocanegra 04 May '06

04 May '06

Hi list, I'd installed stable edition of otrs, but the calendar option don't appear in the application, are there any pluging or similar for activate???? thx for your attemption. I use Otrs version 1.3.2 and 2.0 Kako.

3 3

ticket notification
by Alexander Kardailsky 04 May '06

04 May '06

Dear otrs, Is there a way to get notifications on new tickets that were sent through web form only? -- Best regards, Alexander

1 0

FW: Date on tickects and funny symbols
by Mamakwa M. Sefiri 04 May '06

04 May '06

I need advise, I am getting funny charectors on the otrs, see below I would like to request if you can help me block someone’semail address and block all incoming emails from him/ her. thanks _____ From: Mamakwa M. Sefiri Sent: 04 May 2006 09:07 AM To: 'User questions and discussions about OTRS.org' Subject: Date on tickects Is it possible to make the Date field to appear on the ticket? Please advice Thanks Mamakwa

2 1

FW: sorting emails
by Mamakwa M. Sefiri 04 May '06

04 May '06

Please someone advise, is it possible to sort the emails on the otrs by date received th _____ From: Mamakwa M. Sefiri Sent: 03 May 2006 03:32 PM To: 'User questions and discussions about OTRS.org' Subject: srting emails Please I need help sorting tickets on the otrs according to the email that was send last( Received) like in outlook Thanks Mamakwa

1 0

Emails to remain in the inbox
by Mamakwa M. Sefiri 04 May '06

04 May '06

Is it possible to retain all the emails that are send to inbox that the otrs reads. I want the cron to read the emails and send a copy of the email to to otrs. At the moment it seems as if it flushes the emails from the inbox to the otrs Please advise Thanks Mamakwa

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RE: [otrs] customer "roles"
by Peter van Beugen 04 May '06

04 May '06

Roles are available from OTRS 2.0x ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Alejandro Leiva Verzonden: donderdag 4 mei 2006 13:39 Aan: otrs(a)otrs.org Onderwerp: [otrs] customer "roles" Hello, After read otrs 1.3 and 2.0 documentation and tested in our lab an instance of otrs 1.3, I didn't find any way to assign "roles" (roles as collection of permissions) to grant some customers to change the priority of tickets. To explain more clear our scenario we have two kinds of customers (plain customers and supervisors customers) plain customers should create a new ticket with priority but they can't change that priority. Supervisors customers can change the priority of all the tickets in their queues. Thanks in advance for any suggestion. Regards.

2 1

customer "roles"
by Alejandro Leiva 04 May '06

04 May '06

Hello, After read otrs 1.3 and 2.0 documentation and tested in our lab an instance of otrs 1.3, I didn't find any way to assign "roles" (roles as collection of permissions) to grant some customers to change the priority of tickets. To explain more clear our scenario we have two kinds of customers (plain customers and supervisors customers) plain customers should create a new ticket with priority but they can't change that priority. Supervisors customers can change the priority of all the tickets in their queues. Thanks in advance for any suggestion. Regards.

1 0

Help Needed
by VI - Mario Tonin 04 May '06

04 May '06

Someone can help me to implement LDAP authentications? I'm workin'on Windows 2003 domain. Thank's . . . . . . . . . . . . . . . . . . . Mario Tonin mario.tonin(a)battistolli.it <mailto:mario.tonin@battistolli.it> Gruppo Battistolli - Ufficio Edp Via Luca della Robbia 60 36100 - Vicenza - Italy w http://www.battistolli.it <http://www.battistolli.it/> t +39 0444 217531 f +39 0444 394678 Verified by proxy Battistolli

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RE: [otrs] ADMIN feature
by Alan McKeown 04 May '06

04 May '06

Hi, I have logged in as admin user and checked the settings which show 'standard'. I can't get to users as this is part of the admin operations and this admin tag I can't see. Is there somewhere in the config file that I can change? regards Alan. -- This message has been scanned for viruses and dangerous content by Joraph Consulting Ltd (Server #1), and is believed to be clean.

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ADMIN feature
by Alan McKeown 04 May '06

04 May '06

Hello All, When I log in as admin via web browser I have lost the ADMIN tag on the menu bar. How can I get this back? regards Alan. -- This message has been scanned for viruses and dangerous content by Joraph Consulting Ltd (Server #1), and is believed to be clean.

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Date on tickects
by Mamakwa M. Sefiri 04 May '06

04 May '06

Is it possible to make the Date field to appear on the ticket? Please advice Thanks Mamakwa

1 0

Sudden error from cron jobs
by Graham Leggett 03 May '06

03 May '06

Hi all, After running OTRS v2.0.4 for a while under RHEL4, I am suddenly getting the following perl error every time the cron jobs get run: perl: prescan_stmt.c:442: rewrite_execute_stmt: Assertion `ph <= imp_sth->phc' failed. /bin/sh: line 1: 16181 Aborted $HOME/bin/PostMasterPOP3.pl >>/dev/null It seems to be a low level code error, I have no idea what this message is trying to tell me. Has anyone seen this before? Regards, Graham --

1 0

RE: [otrs] user password
by Tom French 03 May '06

03 May '06

Never mind, I figured it out. Tom French

1 0

user password
by Tom French 03 May '06

03 May '06

Are there any restrictions on the user password, we are not using LDAP, just local authentication. I have a user, that I have changed the password for 10 times, and no one password works for him to log in. The user is in active state. thanks Tom French

1 0

RE: [otrs] Email character set
by Jason Loven 03 May '06

03 May '06

Thanks MUCH Nils. 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 Web: http://www.cainetserv.com/ -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, May 02, 2006 5:53 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Email character set Jason Loven wrote: > What was the option that changed the character set? I'm getting > emails with funny character codes in them. Set $Self->{'DefaultCharset'} in Kernel/Config.pm. 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

srting emails
by Mamakwa M. Sefiri 03 May '06

03 May '06

Please I need help sorting tickets on the otrs according to the email that was send last( Received) like in outlook Thanks Mamakwa

1 0

New Release Date
by Danie 03 May '06

03 May '06

Hi , I know you guys are working hard on the new release , but any idea when it will be out? Specifically I am interested in the development of the Statistics functionality. Will it be more modular , where you can specify your own criteria ex time accounting , for a specific agent in a specific queue. Great work so far btw! Daniel

1 0

Setup generic Agent to delete tickets with big attachments
by Danie 03 May '06

03 May '06

Hi , I've looked at the Generic Agent web interface , but couldn't find a way to run a job that removes tickets with big attachments. Is there a way to add this to the Config.pm , or maybe somewhere else? TIA Daniel

2 3

Retrieving intact initial message
by Paul Dale 03 May '06

03 May '06

Hello, First, to the OTRS team. Let me congratulate you on a truly fine product. I am really impressed with how flexible and usable OTRS is. In only a few days I've gotten everything set up exactly how we want it with no compromises or changing of processes to accommodate for the tool. That said, I want to retrieve emails that are in the TTS intact with headers. Optimally the exact message that was fed into the system. Is that accessible? What I'm doing now is using the Kernel::System::Ticket Object, but as far as I can see that doesn't have the header. print "From: " . $Ticket{From} . "\n"; print "To: " . $Ticket{To} . "\n"; print "Subject: " . $Ticket{Subject} . "\n"; print $Ticket{Body}; Gives me the most of it ... but I really need to get at the headers ... Many thanks, Paul

2 4

Email character set
by Jason Loven 02 May '06

02 May '06

What was the option that changed the character set? I'm getting emails with funny character codes in them. 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

Asset management
by Divan Santana 02 May '06

02 May '06

Hi, I was wondering, does anyone know if OTRS has any builtin asset management or inventory features as well? Regards -- Divan Santana Mail: divans(a)bercoexpress.co.za Skype: divansantana Gtalk/MSN: divan.santana(a)gmail.com

1 0

Agent Notification Issue - OTRS 2.0.4
by Magesh Varadharajan 02 May '06

02 May '06

Enabled 24/7 working hours and still having the same issue.

1 0

Agent Notification Issue - OTRS 2.0.4
by Magesh Varadharajan 02 May '06

02 May '06

I have made sure that the working hours are 24/7 in the Kernel/Config.pm file. Still having the same issue. Magesh.

1 0

agent information
by Eirik Berg 02 May '06

02 May '06

hi is it possible to ad custom fields to the agents, like homeadress, phone, mobile etc?? i can see its possible for the customer but can't find anything on agents Eirik

1 0

persistent mysql-connection
by Alexander Scholler 02 May '06

02 May '06

Hi all, once again, I would like to point to my problem of using a persistent mysql-connection discribed below. Nobody any ideas? -------- Original-Nachricht -------- Datum: Thu, 27 Apr 2006 15:35:19 +0200 Hi, I want to use a persistent mysql-connection to speed up OTRS. I followed README.webserver and set up mod_perl on apache v1.3 which I didn't use before. Additionally, I included Perlrequire /opt/otrs/scripts/apache-perl-startup.pl Finally, I activated #use Apache (); #use Apache::DBI (); #Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'some-pass'); with the same user/password like in ~/Kernel/Config.pm Know, the apache startup really takes a long time and OTRS needs only half the time to load a page than on cgi-mode. But the problem is that show processlist e.g. always shows the same proccess-id for my phpMyAdmin-connection, but always flushing and disappearing diffent process-ids for my otrs-connection. So I think OTRS currently doesn't use persistent DB-connections. What's wrong - any advice? Thanks, Alex

2 1

Customer User Management update button
by Mamakwa M. Sefiri 02 May '06

02 May '06

Please help The update button under Customer User Management is not working it gives me the error below Please advise Error: Not supported for this module! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.7 OS: linux Time: Tue May 2 11:08:16 2006 Message: Not supported for this module! Traceback (12388): Module: Kernel::System::CustomerUser::LDAP::CustomerUserUpdate (v1.24) Line: 370 Module: Kernel::System::CustomerUser::CustomerUserUpdate (v1.22) Line: 328 Module: Kernel::Modules::AdminCustomerUser::Run (v1.37 ) Line: 191 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 652 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30

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Agent Notification Issue - OTRS 2.0.4
by Magesh Varadharajan 02 May '06

02 May '06

Hi, I am pretty new to OTRS. We implemented the OTRS system a week back and everything was working great. The Customer Notification, Agent Notification, etc. But, from Friday onwards my Agent Notification stopped working. Any a time a new ticket is created, I no longer get any emails. The following is how I have setup the Queues 1. HR - Queue by itself and valid 2. Support - Queue by itself and valid 3. Raw - Invalid 4. Postmaster - Invalid I have enabled Customer Groups mapping in the Config.pm file so that I can assign certain customers to HR alone and certain others to Support alone or both. In my Agent Preferences I have made sure that I have selected all the queues and updated it (highlighted each and every queue). Made sure that I also enabled New Ticket, Follow Up, Ticket lock, Move notifications are set to yes. I am not sure why the Agent Notification has stopped working. I haven't enabled SMTP, again this is not going to help much because the Customer Notifications are working. Any help is wonderful. Magesh.

2 1

login
by Mamakwa M. Sefiri 02 May '06

02 May '06

I am not sure what I did but after activating the CustomerGroupSupport I can not login on the LOG S CALL login window Please advise thanks

1 0

Creating FAQs
by Jennifer Valdez 01 May '06

01 May '06

Is there a way (that I have overlooked) to automatically create an FAQ from a completed ticket? Thanks! Jennifer

1 0

FW: OTRS problem in customer.pl
by Harishkumar 30 Apr '06

30 Apr '06

_____ From: Harishkumar [mailto:harish.kumar@vyomlabs.com] Sent: Saturday, April 29, 2006 6:34 PM To: 'mailman(a)lists.otrs.org'; 'dev(a)otrs.org' Cc: 'prasadk(a)vyomlabs.com' Subject: OTRS problem in customer.pl Dear Sir / Madam Request you you to please suggest on the following problem in the OTRS 1 ) Using customer.pl , when customer creates the ticket , and then press submit icon , the response of the server goes tremendously slow , it takes long time for bottom bar to complete . 2 ) Is there any problem of database ,??? , when we checked with empty database , the response was quite good . , . 3 ) Can we purge the old and closed tickets from the database , please suggest on this , how can we do this . Thanks and Regards Harish kumar

1 0

How to set debug??
by Steve Hill 28 Apr '06

28 Apr '06

I'm getting the following complaint in my OTRS log, "SMTP authentication failed! Enable debug for more info!" but I haven't a clue how to set debug! Thanks, Steve

3 5

How to set date header in otrs mail ?
by Guillaume Rehm 28 Apr '06

28 Apr '06

Hi all, As anyone have an idea how to set date header in mail sent by otrs ? My SMTP server (I don't have acces to it) don't put date header in sent mail. Is it possible to set it by otrs ? I try to modifiy SMTP.pm to put date header but without results. As anyone have an idea ? Thanks in advance for your help -- 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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RE: [otrs] Multiple Sessions of OTRS
by David Hathiramani 28 Apr '06

28 Apr '06

To do this, all you have to do is take out the reference to kernel::config, and replace it with a do command on the correct config file. I replaced all of them in each .pm, but I am not sure if you have to do all of them. We are running 3 instances under modperl This forces it to read the config file every time as opposed to using the one saved in memory. Modperl saves things in memory to speed them up. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: 28 April 2006 07:16 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Multiple Sessions of OTRS Hi, Prafulla Kumar H.S. schrieb: > Hello, > > Is it possible to host multiple sessions of OTRS on a server? > > I am looking for using single system for three different departments > so as to maintain data confidentiality between departments. We use a productive and on test-OTRS-system on one host. The installation of multiple OTRS-systems is no problem if you use the CGI-integration in your webserver - I have no idea how a multiple installation can be achieved by using mod_perl. See the doc and the recent postings for guidance. If you still have problems, let me know. > > Thanks, > Prafulla Kumar 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/ 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

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Re: [otrs] Need help to install OTRS i am using cPanel
by Le Minh Ngoc 28 Apr '06

28 Apr '06

I just on cPanel hosting only. So that i have to install from source.tar.gz. OK i will read documentation. Thanks > > Do you have root on the server or just a hosting > account? cPanel > doesn't really have anything to do with installing > OTRS though. > You'll need an SSH connection to your server and > install a package or > install from a source .tar.gz. Just check out the > documentation: === message truncated === __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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RE: [otrs] Cron Jobs
by Mamakwa M. Sefiri 28 Apr '06

28 Apr '06

Thanks, cronjobs are now running, but I got an emails send to me from otrs@linuxbox, please advise Hi Mamakwa, there is a new ticket in "Business Support"! root(a)linuxbox.nrf.ac.za (Cron Daemon) wrote: <snip> > 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! > DBI connect('database=otrs;host=cheetah.nrf.ac.za;','otrs',...) failed: > Can't connect to MySQL server on 'cheetah.nrf.ac.za' (111) at > /opt/otrs/Kernel/System/DB.pm line 191 > ERROR: OTRS-PM3-10 Perl: 5.8.7 OS: linux Time: Fri Apr 28 10:40:02 > 2006 > > Message: Can't connect to MySQL server on 'cheetah.nrf.ac.za' (111) > > Traceback (27990): <snip> http://helpdesk.nrf.ac.za/otrs/index.pl?Action=AgentZoom&TicketID=71 Your OTRS Notification Master _____ From: Help Desk [mailto:mark@downtownhelpdesk.com] Sent: 26 April 2006 04:19 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Cron Jobs Try: $ crontab -e -u otrs or $ su - otrs $ crontab -e -- Downtown Help Desk System Administrator ----- Original Message ----- From: Mamakwa M. Sefiri <mailto:msefiri@nrf.ac.za> To: User questions and discussions about OTRS.org <mailto:otrs@otrs.org> Sent: Wednesday, April 26, 2006 10:13 AM Subject: RE: [otrs] Cron Jobs When I run crontab -l -u otrs I get an error that says no crontabs for otrs _____ From: Mamakwa M. Sefiri Sent: 26 April 2006 04:08 PM To: User questions and discussions about OTRS.org Subject: [otrs] Cron Jobs I also have problem about cron jobs. When I get to : linux:/opt/otrs/bin# su otrs linux:~/bin$ ./Cron.sh start as instructed from the manual I get an error that I must run the srip as an otrs user please advise Thanks Mamakwa _____ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Need help to install OTRS i am using cPanel
by Le Minh Ngoc 28 Apr '06

28 Apr '06

Hello, I just look around for a helpdesk system and found OTRS have alot of features. But unlucky, i can not install it on my site yet. Could anyone help me to install OTRS using cPanel ? If it possible please teach me step by step. Thanks __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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Hand installation of calendar package
by Steve Hill 28 Apr '06

28 Apr '06

For reasons that I have not been able to resolve, I am getting an error ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Thu Apr 27 16:44:14 2006 Message: ??? Traceback (25138): Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 204 Module: /usr/share/otrs/bin/cgi-bin/index.pl (v1.80) Line: 47 In light of this, I have downloaded the Calendar-1.4.3.opm by hand, but I don't know how to actually install it so that it works. I have looked at the innards, and can see where files get placed, and that they are uuencoded, but is there an auto-magic way to do it all at once, rather than having to edit it all into bite-sized pieces?

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Cron Jobs
by Mamakwa M. Sefiri 28 Apr '06

28 Apr '06

I have just activated cron jobs, and I received this email below in my in box. Please advise -----Original Message----- From: NRF IT Support Notification Master [mailto:support@nrf.ac.za] Sent: 28 April 2006 08:45 AM To: Mamakwa M. Sefiri Subject: Re: [Ticket#2006042810000027] New ticket notification! (Cron <otrs@linuxbo [...]) Hi Mamakwa, there is a new ticket in "Business Support"! root(a)linuxbox.nrf.ac.za (Cron Daemon) wrote: <snip> > 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! <snip> http://helpdesk.nrf.ac.za/otrs/index.pl?Action=AgentZoom&TicketID=66 Your OTRS Notification Master

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Multiple Sessions of OTRS
by Prafulla Kumar H.S. 28 Apr '06

28 Apr '06

Hello, Is it possible to host multiple sessions of OTRS on a server? I am looking for using single system for three different departments so as to maintain data confidentiality between departments. Thanks, Prafulla Kumar

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Trying to access the package mangager
by CTM 27 Apr '06

27 Apr '06

When I try to access the package manager I receive: Software Error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.sh !!! I am running SuSE10 DVD 64bit. I have ran the script SetPermissions.sh as root the following: cd /opt/otrs/bin ./SetPermissions.sh /opt/otrs otrs wwwrun root www So what do I need to do here. If there is a manual way I can set the file permissions to fix this that will be fine. What specific directory does the package manager need write access to? And what user needs to have access to it? Thanks in advance, Cliff

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persistent mysql-connection
by Alexander Scholler 27 Apr '06

27 Apr '06

Hi, I want to use a persistent mysql-connection to speed up OTRS. I followed README.webserver and set up mod_perl on apache v1.3 which I didn't use before. Additionally, I included Perlrequire /opt/otrs/scripts/apache-perl-startup.pl Finally, I activated #use Apache (); #use Apache::DBI (); #Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'some-pass'); with the same user/password like in ~/Kernel/Config.pm Know, the apache startup really takes a long time and OTRS needs only half the time to load a page than on cgi-mode. But the problem is that show processlist e.g. always shows the same proccess-id for my phpMyAdmin-connection, but always flushing and disappearing diffent process-ids for my otrs-connection. So I think OTRS currently doesn't use persistent DB-connections. What's wrong - any advice? Thanks, Alex

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Also about otrs cronjobs
by Alina Florea 27 Apr '06

27 Apr '06

Hello all, I have also a problem with otrs cronjobs. A have followed the instructions in the manual, I have installed the cronjobs as otrs user (su otrs). I have executed the ./Cron.sh command. I have not any error message but the crontab seems not working because I do not receive any mails in OTRS. When typing crontab -l -u otrs I can see all the entries of the crontab, as in the documentation. Where could the problem be? Is there some rights that otrs user has not? What are the permissions of job scripts? To force the receive of new emails in OTRS I have add a script in /etc/cron.hourly lines witch contains the line: /opt/otrs/bin/PostMasterPOP3.pl >> /dev/null The inconevient is that the fetch emails is done only one time in an hour.... and the most important is that if I log off from root, I do not receive any email at all. In fact I must stay logged in as root in order to have the cron.hourly launched. What have I change in order to make otrs crontab working or at least to have cron.hourly running even if I am not login. Thank yo for your help. Best regards, Alina Florea

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Email date
by Guillaume Rehm 27 Apr '06

27 Apr '06

Hi all, Is it possible that otrs put Date data in all mail headers ? I work with a SMTP server (I don't have access to it) that don't update Date data in email header ! When otrs send an email is dated 1970 ! As anyone have an idea or same problem ? 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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Cron Jobs
by Mamakwa M. Sefiri 26 Apr '06

26 Apr '06

I also have problem about cron jobs. When I get to : linux:/opt/otrs/bin# su otrs linux:~/bin$ ./Cron.sh start as instructed from the manual I get an error that I must run the srip as an otrs user please advise Thanks Mamakwa

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RE: [otrs] Cron Jobs
by Mamakwa M. Sefiri 26 Apr '06

26 Apr '06

When I run crontab -l -u otrs I get an error that says no crontabs for otrs _____ From: Mamakwa M. Sefiri Sent: 26 April 2006 04:08 PM To: User questions and discussions about OTRS.org Subject: [otrs] Cron Jobs I also have problem about cron jobs. When I get to : linux:/opt/otrs/bin# su otrs linux:~/bin$ ./Cron.sh start as instructed from the manual I get an error that I must run the srip as an otrs user please advise Thanks Mamakwa

3 2

Managing otrs cron jobs
by Guillaume Rehm 26 Apr '06

26 Apr '06

Hi all, I have a problem with the otrs cron jobs to receive incoming mail. How can I be sure that otrs cron jobs are running ? How can I start them ? Where a redirect otrs cron jobs errors ? 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

3 3

Is it possible to purge all tickets and start new without losing the config?
by Paul Dale 26 Apr '06

26 Apr '06

Is there a way to purge all tickets and restart the numbering? After testing I want to delete everything in the system except the queues,users (config) and restart the number. Additionally, is it possible to number from 1? We would like to have a simple incremental number 1,2,3, etc ... Thanks! Paul

3 3

FW: emails
by Mamakwa M. Sefiri 26 Apr '06

26 Apr '06

I have run the PostmasterPOP3.pl using cat ../doc/test-email-1.box|./PostMasterPOP3 and I get the following error 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::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 Please advise thanks _____ From: Mamakwa M. Sefiri Sent: 26 April 2006 12:36 PM To: User questions and discussions about OTRS.org Subject: FW: emails I have avtivated CustomerGroupSupport, and I still can not receive emails into the otrs. Please advice Thanks Mamakwa _____ From: Mamakwa M. Sefiri Sent: 25 April 2006 03:13 PM To: User questions and discussions about OTRS.org Subject: emails Good day Please can someone help me I am tying to get email onto system, I tried activating the CustomerGroupSupport with this line $Self->{'CustomerGroupSupport'} = '0'; in Config.pm but it is not working, it works when I run cat ../doc/test-email-1.box|./PostMasterPOP3.pl and I do not think I have to always do that to get emails onto the system. I have Installed otrs2.0.4 on SUSE Linux Thanks Mamakwa

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confirmation
by Mamakwa M. Sefiri 26 Apr '06

26 Apr '06

Good day First I would like to apologize for contacting you this way, I subscribed with User questions and discussions about OTRS.org yesterday and I send 3 emails so far with no reply. I please request that you confirm that you received those emails _____ From: Volker.Lipper(a)de.mecglobal.com [mailto:Volker.Lipper@de.mecglobal.com] Sent: 26 April 2006 01:39 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Is it possible to purge all tickets and start newwithout losing the config? yes it is, search mailinglist for numbergenerator. the last given number is kept in a file that is named..... aaargh dont remeber, search mailinglist. Li otrs-bounces(a)otrs.org schrieb am 26.04.2006 13:21:15: > > Is there a way to purge all tickets and restart the numbering? > > After testing I want to delete everything in the system except the > queues,users (config) and restart the number. > > Additionally, is it possible to number from 1? > > We would like to have a simple incremental number 1,2,3, etc ... > > Thanks! > > Paul > _______________________________________________ > OTRS mailing 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/

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RE: [otrs] changing FQDN Full qualified domain name of your system
by Koning, Rene 26 Apr '06

26 Apr '06

Yes, thank you! Rene -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Yashpal Nagar Verzonden: woensdag 26 april 2006 12:33 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] changing FQDN Full qualified domain name of your system did you try $Self->{FQDN} = 'your.fqdn.com'; in your $OTRS_HOME/Kernel/Config.pm Yash Koning, Rene wrote: > Hi, > > Why can't I change the *FQDN: **Full qualified domain name of your > system*? > > When I make a change and save it, nothing happens, the old settings > are still there. I make the changes in Config Options: Framework -> > Core > > > Greetings, René Koning > > ########################################### > > This message has been scanned by F-Secure Anti-Virus for Microsoft > Exchange. > >----------------------------------------------------------------------- >- > >_______________________________________________ >OTRS mailing 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 message has been scanned by F-Secure Anti-Virus for Microsoft Exchange.

1 0

FW: emails
by Mamakwa M. Sefiri 26 Apr '06

26 Apr '06

I have avtivated CustomerGroupSupport, and I still can not receive emails into the otrs. Please advice Thanks Mamakwa _____ From: Mamakwa M. Sefiri Sent: 25 April 2006 03:13 PM To: User questions and discussions about OTRS.org Subject: emails Good day Please can someone help me I am tying to get email onto system, I tried activating the CustomerGroupSupport with this line $Self->{'CustomerGroupSupport'} = '0'; in Config.pm but it is not working, it works when I run cat ../doc/test-email-1.box|./PostMasterPOP3.pl and I do not think I have to always do that to get emails onto the system. I have Installed otrs2.0.4 on SUSE Linux Thanks Mamakwa

1 0

changing FQDN Full qualified domain name of your system
by Koning, Rene 26 Apr '06

26 Apr '06

Hi, Why can't I change the FQDN: Full qualified domain name of your system? When I make a change and save it, nothing happens, the old settings are still there. I make the changes in Config Options: Framework -> Core Greetings, René Koning ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange.

2 1

State-change after follow-ups
by Alexander Scholler 26 Apr '06

26 Apr '06

Hi all, just for your information... With PostmasterFollowUpState you can set a state that should be assigned to tickets that received a follow-up. For me, it's very important to distinguish between follow-ups on opened and already closed tickets - that's not possible with OTRS. So I mad the following extension to realize different follow-up-states: Added to ~/Kernel/Config/Files/Ticket.xml to make a new follow-up-state for closed tickets available over the SysConfig-GUI. ##_ extra Status fuer die Wiedereroeffnung geschlossener Tickets <ConfigItem Name="PostmasterFollowUpStateClosed" Required="1" Valid="1"> <Description Lang="en">The state if a ticket got a followup and was closed.</Description> <Description Lang="de">Status fr ein Ticket, für das ein Followup eintrifft das derzeit geschlossen ist.</Description> <Group>Ticket</Group> <SubGroup>Core::PostMaster</SubGroup> <Setting> <String Regex="">open</String> </Setting> </ConfigItem> ##_ ende Edited ~/Kernel/System/PostMaster/FollowUp.pm about line 100 to consider the new parameter. $Self->{LogObject}->Log( Priority => 'notice', Message => "Ticket [$Param{Tn}] unlocked, current owner is invalid!", ); } # set state ##_ FollowUpState soll unterschiedlich sein, je nachdem ob Ticket bereits geschlossen ist oder nic ht ##_ my $State = $Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open'; my $State = $Self->{ConfigObject}->Get($Ticket{StateType} =~ /^close/i ? 'PostmasterFollowUpStateClosed' : 'PostmasterFollowUpState') || 'open'; ##_ Ende if ($GetParam{'X-OTRS-State'}) { $State = $GetParam{'X-OTRS-State'}; } That's all - it works fine. With this posting, I hope that this feature would be implemented in some future official releases of OTRS. Bye, Alex

1 0

Pb to receiving mail
by Guillaume Rehm 26 Apr '06

26 Apr '06

Hi all, I have a problem to keep incoming mail into OTRS. I'm run OTRS 1.3.2 on Debian sarge with Active Directory integration. When I run /usr/share/otrs/bin/PostmasterPOP3.pl I have this error message: Can't use string ("mail") as an ARRAY ref while "strict refs" in use at /usr/share/otrs/Kernel/System/CustomerUser/LDAP.pm line 161, <DATA> line 225. If I don't use Active Directory integration I receive correctly message into OTRS. The POP3 account use to keep incoming mail is also an active directory account with mail property set. As anyone have any idea ? Thanks in advance for your help. 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

PostMasterPOP3.pl UTF-8 problem
by Brendan Humphreys 26 Apr '06

26 Apr '06

Hello, We've upgraded from OTRS 1.3.x and now PostMasterPOP3.pl is occasionally falling over with this error: Wide character in syswrite at /usr/lib/perl5/5.8.8/Net/Cmd.pm line 436 I've attached the full output from PostMasterPOP3.pl at the end of this email. We are running: OTRS 2.0.4 Perl v5.8.8 mysql Ver 14.12 Distrib 5.0.18 Linux version 2.6.15-1.2054_FC5 Config.pm has: $Self->{'DefaultCharset'} = 'utf-8'; googling for this error message I found this open bug for perl: http://rt.cpan.org/Public/Bug/Display.html?id=18589 At the moment this is a major problem for us because we get so much spam that contains non-ascii chars, and each one causes PostMasterPOP3.pl to fall over and leave it's processID in the database, which in turn means that it won't run again, because we get this error: Can't create PID PostMasterPOP3, because it's already running If there is any patch we can apply or other way to fix the problem it would be much appreciated, because at the moment the only solution is to go into the mailbox feeding OTRS and manually delete the offending emails, which is a huge headache. Cheers, -Brendan ----------------- $ ./PostMasterPOP3.pl -f 1 -d 2 Notice: PostMasterPOP3.pl is already running but is starting again! Message 1/80 (otrs(a)xxxxxxxxx.com) Sub part(1/1)! ->GotArticle::Atm: 'file-1' 'text/html; charset="iso-2022-jp"' New Ticket created! TicketNumber: 2006042510000211 TicketID: 15607 Priority: 3 normal State: new CustomerID: ammy6017295(a)hotmail.com CustomerUser: ammy6017295(a)hotmail.com Wide character in syswrite at /usr/lib/perl5/5.8.8/Net/Cmd.pm line 436.

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RE: [otrs] Viewing ALL tickets
by Tom French 25 Apr '06

25 Apr '06

Thanks for the heads-up, I see that I needed to go into that queue from the view you mentioned, and yes there was a number showing the number of tickets, click on that number and.. voila Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 Ph. 407-678-3388 ext.208 Fax 407-678-8008 tfrench(a)deicorp.net www.deicorp.net The information transmitted (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is intended only for the person(s) or entity/entities to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, April 25, 2006 12:00 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Viewing ALL tickets Tom French wrote: > I have read the doc.s , unfortunately, it does not help me see the > tickets. > I am a user and added myself to the admin group. When I log in, I > only see the tickets assigned to myself. i.e. "My Own Queue" > > Can you give me a procedure (short) to make sure it is correct. When I login (I am in the admin group) I see a list of my locked tickets. There's a link under the header 'Queue: My Queues' to 'All tickets: [some number]'. I can click that number and get a listing of all tickets. The link takes me to /otrs/index.pl? Action=AgentTicketQueue&QueueID=0&ViewAll=1 > We do have a few tickets outstanding that have not been acted upon, > as I have logged in with the customer credentials, and saw them in > their queue. Check out automatic unlocking (http://doc.otrs.org/2.0/en/html/ x1362.html) and ticket escalation (http://doc.otrs.org/2.0/en/html/ x1379.html) to see if those could help. 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

Viewing ALL tickets
by Tom French 25 Apr '06

25 Apr '06

Nils, I have read the doc.s , unfortunately, it does not help me see the tickets. I am a user and added myself to the admin group. When I log in, I only see the tickets assigned to myself. i.e. "My Own Queue" Can you give me a procedure (short) to make sure it is correct. We do have a few tickets outstanding that have not been acted upon, as I have logged in with the customer credentials, and saw them in their queue. Thanks Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 Ph. 407-678-3388 ext.208 Fax 407-678-8008 tfrench(a)deicorp.net www.deicorp.net The information transmitted (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is intended only for the person(s) or entity/entities to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, April 25, 2006 9:46 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Deleting new tickets Tom French wrote: > Can you explain what is the Generic Agent, or how one gets to it > via the GUI. > i.e. what is the url looklike. I have been trying to see ALL the > open tickets that our agents have, and this might be the trick. Please take a look at the documentation first: http://doc.otrs.org/2.0/en/html/x1124.html Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] trouble installing
by Brett Gruchow 25 Apr '06

25 Apr '06

This might have been the problem on the Core4 box, but now we are onto the Windows machine. We happen to be a windows shop and the powers that be want me to use IIS, Since I am the only one (and new) in the shop that know anything about Linux. Brett Gruchow Infrastructure Systems Engineer bgruchow(a)myweather.net Office: 608-441-0400 ext. 657 Mobile: 608-345-9791 Fax: 608-441-0101 MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, April 25, 2006 8:10 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] trouble installing Brett Gruchow wrote: > After not getting it to run on core 4 due to what I thought was an > apache issue, I was asked to get it running on IIS windows to see > if it made any difference. Maybe the issue described in http://lists.otrs.org/pipermail/otrs/ 2006-January/010033.html ? Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] Deleting new tickets
by Tom French 25 Apr '06

25 Apr '06

Nils, Thanks for the link, my questions is still not answered, and I may not be presenting it correctly. What agent has FULL access to see ALL the tickets that any user has in their queue.? Or, is there a agent I can create and give them the right to see all tickets of everyone.? Sort of a super user. Danke Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 Ph. 407-678-3388 ext.208 Fax 407-678-8008 tfrench(a)deicorp.net www.deicorp.net The information transmitted (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is intended only for the person(s) or entity/entities to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, April 25, 2006 9:46 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Deleting new tickets Tom French wrote: > Can you explain what is the Generic Agent, or how one gets to it > via the GUI. > i.e. what is the url looklike. I have been trying to see ALL the > open tickets that our agents have, and this might be the trick. Please take a look at the documentation first: http://doc.otrs.org/2.0/en/html/x1124.html Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] Deleting new tickets
by Tom French 25 Apr '06

25 Apr '06

Alex, Can you explain what is the Generic Agent, or how one gets to it via the GUI. i.e. what is the url looklike. I have been trying to see ALL the open tickets that our agents have, and this might be the trick. Thanks Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 Ph. 407-678-3388 ext.208 Fax 407-678-8008 tfrench(a)deicorp.net www.deicorp.net The information transmitted (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is intended only for the person(s) or entity/entities to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: Tuesday, April 25, 2006 1:01 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Deleting new tickets Hi Aaron, aaron schrieb: > Is there any danger in using the following method to wipe out new > (untouched) tickets? > > DELETE FROM ticket WHERE queue_id = 123 AND ticket_state_id = 456; I think you get rid of the tickets you aim to with this method, but other informations of the tickets (e.g. attachments) won't be deleted with this method. You should use the Generic Agent instead, that's safer and cleaner. Use the WebGUI of the agent or see ~/Kernel/Config/GenericAgent.pm.examples (here 'delete'). > aaron 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/

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emails
by Mamakwa M. Sefiri 25 Apr '06

25 Apr '06

Good day Please can someone help me I am tying to get email onto system, I tried activating the CustomerGroupSupport with this line $Self->{'CustomerGroupSupport'} = '0'; in Config.pm but it is not working, it works when I run cat ../doc/test-email-1.box|./PostMasterPOP3.pl and I do not think I have to always do that to get emails onto the system. I have Installed otrs2.0.4 on SUSE Linux Thanks Mamakwa

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RE: [otrs] trouble installing
by Brett Gruchow 25 Apr '06

25 Apr '06

After not getting it to run on core 4 due to what I thought was an apache issue, I was asked to get it running on IIS windows to see if it made any difference. So it is running on a Dell 1550 1U server with windows 2003 server installed I installed from a tar as I didn't need apache and I already had MySql installed on the server. Brett Gruchow Infrastructure Systems Engineer bgruchow(a)myweather.net Office: 608-441-0400 ext. 657 Mobile: 608-345-9791 Fax: 608-441-0101 MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: Tuesday, April 25, 2006 6:56 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] trouble installing Hi Brett, On Mon, Apr 24, 2006 at 03:35:18PM -0500, Brett Gruchow wrote: > I am getting a failure in the installer > > > > ----==è Can't Create table `.\otrs\#sql-b6c_23.frm' (errno 150) > > > > Anyone have any idea's Is this table allready existing? MOre infos on your system would be necesary to help. > Brett Gruchow Regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

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OTRS new developments ?
by Eric Veltman 25 Apr '06

25 Apr '06

Hello everyone, Is there a newsletter or something like that to keep OTRS users up-to-date on the goodies that the developers are working on ? Where can I find it ? If there's no such thing ... Does anybody know if OTRS will become less conservative about the use of JavaScript/AJAX technology ? Usability could be improved a lot by making heavier use of client-side scripting. Best regards, Eric

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Help me understand escalations!
by Brett N 25 Apr '06

25 Apr '06

Hi All, I'm having a hard time undersanding escalations.... Here's what I envision with escalations, maybe the problem is here.. Trouble is reported via email by customer.. if no one answers the email in 2 hours, I want a periodic nag (escalation) if the email is anwered OR locked, no escaltion will ever be sent, unless the lock expires and it sits around in the queue.. This is how I thought it worked.. but now I see locked tickets with escalations counting down. Am I missing something? Help! -Brett

2 1

Customer email
by Alan McKeown 25 Apr '06

25 Apr '06

Hi All, I have set-up 4 customers in OTRS. I only want them to be able to view tickets and not create them. How is this achieved? Also when I create tickets I do not want to send an email to the customer, is this possible? when you set-up a customer you have to have a valid email for them. Regards Alan. -- This message has been scanned for viruses and dangerous content by Joraph Consulting Ltd (Server #1), and is believed to be clean.

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trouble installing
by Brett Gruchow 25 Apr '06

25 Apr '06

I am getting a failure in the installer ----====> Can't Create table '.\otrs\#sql-b6c_23.frm' (errno 150) Anyone have any idea's 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

emails
by Mamakwa M. Sefiri 25 Apr '06

25 Apr '06

Good day Please can someone help me I am tying to get email onto system, I tried activating the CustomerGroupSupport with this line $Self->{'CustomerGroupSupport'} = '0'; in Config.pm but it is not working, it works when I run cat ../doc/test-email-1.box|./PostMasterPOP3.pl and I do not think I have to always do that to get emails onto the system. I have Installed otrs2.0.4 on SUSE Linux Thanks Mamakwa

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Has anyone used OTRS for Property Management?
by s taylor 25 Apr '06

25 Apr '06

Hello. Has anyone used OTRS for Property Management - for tenants to communicate with maintenance or property management? If so, how? Did you customize a web form? Anything else? Is OTRS practical for this use? Thanks in advance.

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Deleting new tickets
by aaron 25 Apr '06

25 Apr '06

Sorry if this has been answered, but I can't find a way to search the list archives. Is there any danger in using the following method to wipe out new (untouched) tickets? DELETE FROM ticket WHERE queue_id = 123 AND ticket_state_id = 456; Thanks, aaron

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Re: [otrs] Customer email
by Brett N 24 Apr '06

24 Apr '06

I'm trying to do this as well without luck. I really want to be able to just create a ticket without sending an email to a "customer". Basically I need to make "internal" tickets where emails don't get sent out. I saw a recommendation somewhere to make a "Generic User" customer and then create phone tickets.. While this sounds interesting it 1) tracks the information wrong (It's an internal ticket that was brought to our attention by the customer and deserves a follow up!). ALso, I tried creating a phone ticket for our customer last night and to my dismay, AN EMAIL was sent to the customer.. Help! -Brett On Mon, April 24, 2006 4:40 am, Alan McKeown wrote: > Hi All, > I have set-up 4 customers in OTRS. I only want them to be able to view > tickets and not create them. How is this achieved? > > Also when I create tickets I do not want to send an email to the customer, > is this possible? when you set-up a customer you have to have a valid > email for them. > > Regards > > > Alan. > > -- > This message has been scanned for viruses and > dangerous content by Joraph Consulting Ltd > (Server #1), and is believed to be clean. > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/

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Get incoming mail
by Guillaume Rehm 24 Apr '06

24 Apr '06

Hi all, I want to keep all incoming mail from a mail box. This mail box isn't on the otrs computer. I put all parameters of this POP3 account in admin zone. But I don't have mails on the selected queue. What is wrong ? Thanks in advance -- Guillaume REHM Service Informatique Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

2 2

Scraping data from email ticket submission into TicketFreeKey
by Brett N 23 Apr '06

23 Apr '06

Hello, I'd like to know if there is a way to scrape the email for a regex pattern and take the result into TicketFreeKey? So my email might have in it: Order: 28347284 Priority: high Due Date: 12/04/2006 I'd like to put this data into TicketFreeKey or into relevant fields. Any ideas? I can't find a way to do it... I know there are ways to do some of this with custom headers, but that's not so practical. Thanks, Brett

3 2

Re: [otrs] No tickets coming into Queue
by Brigitte Calderwood 21 Apr '06

21 Apr '06

1 0

No tickets coming into Queue
by calderwood＠lesd.k12.az.us 21 Apr '06

21 Apr '06

Please help. If anyone can tell me what I am doing wrong! I had to reinstall OTRS 2.04 on a windows 2003 box. It crashed a few days ago...we still don't know why...maybe 3 admin users in at once..not sure. Now we reintalled and setup all groups, users, roles, queues. Emails are setup..etc. If we send in a help ticket, it doesn't seem to come in to the correct queue...sometimes it ends up in the raw queue. Very Frustrated! Thanks in advance for any help. Brigitte Calderwood LESD 79

2 1

HowTo stop Admin from re-opening tickets
by JC Boursiquot 21 Apr '06

21 Apr '06

Everytime I close a ticket, the system re-opens the case. Has anyone ran into this problem? Any help will be greatly appreciated. -- JC Boursiquot

2 1

what am I doing wrong now?
by John Baker 21 Apr '06

21 Apr '06

Hi Thanks for your help so far. I went through your instructions and this time mail just started getting kicked back with this as the reason. Does this mean its not running right or is it a permission problem? I did try changing permissions on Ticketcounter.log to no avail. smrsh: "PostMaster.pl" not available for sendmail programs (stat failed) 554 5.0.0 Service unavailable and this message goes to root under both of these headers N 1 root(a)localhost.local Wed Apr 19 13:10 24/2321 "Cron <otrs@localhost> $HOME/bin/GenericAgent.pl -c db >> /dev/nu" N 2 root(a)localhost.local Wed Apr 19 13:10 24/2321 "Cron <otrs@localhost> $HOME/bin/PostMasterPOP3.pl >> /dev/null Can't locate Kernel/Config.pm in @INC (@INC contains: /var/www/otrs/Kernel/cpan-lib /var/www/otrs /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /var/www/otrs//bin/GenericAgent.pl line 40. BEGIN failed--compilation aborted at /var/www/otrs//bin/GenericAgent.pl line 40

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Response format
by Alina Florea 21 Apr '06

21 Apr '06

Hello, When I replay to an email I have my answer always at the and of the original message. Do you know what I have to modify in the configuration in order to have my answer before the original message? Thanks. Alina.

2 3

WebMail Module
by kiryl 20 Apr '06

20 Apr '06

Hey guys i have setup this ticketing software 2.0.4 my customer support loves this very much. However we are hacing problems with Wemail module 0.9.9 For some reason we are able to retrieve list of emails, however when you click on the email there is nothing displayed as a body. I have tested with other version of imap server and it seemed to work, is there are differerences how this module comunicate with different versions of currier imap? Any hints? Also i was never been able to get list of folders from any imap server i have tested with. Thanks. Kiryl.

1 0

OTRS and an external db backend
by Mike McGrath 20 Apr '06

20 Apr '06

I've got a non otrs customer database with username and password in it, I think I've got everything right in my configs but the passwords in the database are stored clear text, and unfortunately for the time being will stay that way. Is there a way to have OTRS read password info from the database where the password info is clear text? -Mike

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utf-8/unicode problems
by The Anarcat 20 Apr '06

20 Apr '06

Hi, After many problems, I have finally been able to setup OTRS with UTF-8 as the DefaultCharset. I originally installed OTRS without unicode support and with perl5.6 and that cause problems when I moved to unicode because the database was in SQL_ASCII. This is all fixed now (perl 5.8, unicode in the database, DefaultCharset=utf-8), but now I'm seeing problems in the mails sent by OTRS. The notifications are sent in the ISO-8859-15 encoding, which is causing obvious problems because the content of the email is actually unicode. Also, the responses sent to customers is sent with unicode headers, but doesn't show up properly in Thunderbird, even though thunderbird thinks the mail is indeed unicode. The first attached message is a typical autoresponse and has a iso-8859-15 encoding. The second attached message is a response done by an agent and has the following encoding: Content-Type: text/plain; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: 8bit Any help would be appreciated because right now all responses from my agents go out corrupted. A.

1 0

how to compare two variables in dtl?
by Alexander Kardailsky 19 Apr '06

19 Apr '06

Dear otrs, I'm trying to make dynamic menu in customer frontend. I need to compare to values of variables in <dtl if(){}> clause. Is there a way to do that? Thanks in advance. -- Best regards, Alexander

2 1

OTRS performance measure...
by 陈帆 19 Apr '06

19 Apr '06

hi,all, there have any one have test OTRS's performance? i just do sample test... on P3 866 with 128M RAM... when i submit a transaction, there spend almost 15 M RAM...and 2% process time.. If i bulid a OTRS system for 100 concurrent users..there need 15M*100= 1500M RAM.. right ? -- Jeffery iaxtel Num: 1-700-576-1311 fwdnet Num: 728150

3 3

Newbie question (Customer.pl)
by James Price 19 Apr '06

19 Apr '06

When a customer uses the customer.pl interface I have some questions. 1. Anyone have any idea where to look to customize the Company name/Logo, all that sort of junk? 2. Most importantly, when a new customer signs up, requests lost password, anything that uses a customer notification via the customer.pl page, sends from an email address I cannot seem to change. Example below: From: admin(a)example.com [mailto:admin@example.com] Sent: Tuesday, April 18, 2006 3:45 PM To: jprice(a)onebox.com Subject: New OTRS Password! Hi James, you or someone impersonating you has requested to change your OTRS password. New Password: U4z9&FMN http://yourhost.example.com/otrs/customer.pl Your OTRS Notification Master I cannot find the system email address anywhere of admin(a)example.com. The admin user is configured and when I email the queue, notifications for tickets work fine from the correct address. Any help is appreciated. J

2 1

Re: [otrs] Newbie question (Customer.pl)
by Brigitte Calderwood 19 Apr '06

19 Apr '06

4 3

Limit on how many queues in otrs
by calderwood＠lesd.k12.az.us 19 Apr '06

19 Apr '06

Hello, Can any of you that have been using OTRS awhile tell me is there a limit as to how many queues can be created in the system? I add another queue as I usually do, and now it is not working. Thanks in advance. Brigitte Calderwood LESD 79

2 1

ArticleStorageDB vs ArticleStorageFS
by Danie 19 Apr '06

19 Apr '06

Hi All , Just a quick question , I'm running my attachment storage on the 'ArticleStorageFS' mode , however I am only running a 9GB RAID Debian system and running out of disk space quickly! If I run a Generic Job which deletes tickets from the system from a specified time , will it also delete the attachments? It seems it does not , how do I now know which attachments to delete from /usr/share/otrs/var/article , and can i delete these attachments safely? Also , I have set it so that HTML email converts to plain text , it seems that it keeps both HTML and plain text (which is kind of double). Any thoughts , workarounds tips would be appreciated. Daniel

2 1

How to uninstall SIRIOS ?
by Vincent Dupaquis 19 Apr '06

19 Apr '06

Hello, I have (by mistake) install SIRIOS. Now, I would like to uninstall it properly is there a specific procedure to do so ? We end up having an error on the first page (after login), complaining about an error ("Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/Modules/AgentTicketQueue.pm line 723."). Currently, our system is not in production and I was thinking on reinstalling it from scratch. Regards, Vincent.

2 1

student needs standalone setup help
by John Baker 19 Apr '06

19 Apr '06

Hi all I need to demonstrate OTRS for my last class in Help Desk user support. As there will be no internet connectivity at the time I'm trying to get it to work right on a stand alone pc. I'm using Fedora core 5 on my laptop This setup seems a little different than the defaults are supposed to be and install the otrs directory to /var/otrs rather than /opt/otrs. I worked my way around those differences well enough. But I'm stuck with how it can get mail from from the command line and creating a new user. I wanted to at least be able to show the process of sending mail in. When I try to send mail via the command line it appears to to work ok becuase it creates a file in the spool directory and and an inbox backupt. But nothing shows up in the queus on the browser. New user accounts just won't let me use local mail. Is their any way around this restriction or way for OTRS to send mail locally without a fully qualified domain? Any other suggestions for a stand alone setup? This is the log file for the mail issue Thanks procmail: [3364] Fri Apr 14 08:52:02 2006 procmail: Match on ! "^From.*(a)example.com" procmail: Couldn't determine implicit lockfile from "grep" procmail: Locking ".lock" procmail: Error while writing to "_k0, yr5PEB.localhost.localdom" procmail: Lock failure on ".lock" procmail: Executing "grep,-vi,^X-OTRS-" procmail: No match on " TO:.*@example.com" procmail: No match on "^List-Id:.*OpenAntiVirus" procmail: No match on "TO:.*@example.com " procmail: Locking "/var/www/otrs//var/INBOX.Backup.2006- 04.lock" procmail: Assigning "LASTFOLDER=/var/www/otrs//var/INBOX.Backup.2006-04" procmail: Opening "/var/www/otrs//var/INBOX.Backup.2006-04" procmail: Acquiring kernel-lock procmail: Unlocking "/var/www/otrs//var/INBOX.Backup.2006- 04.lock" procmail: Couldn't determine implicit lockfile from "/var/www/otrs//bin/PostMaster.pl" procmail: Locking ".lock" procmail: Error while writing to "_k0%yr5PEB.localhost.localdom" procmail: Lock failure on ".lock" procmail: Executing "/var/www/otrs//bin/PostMaster.pl" Can't locate Kernel/Config.pm in @INC (@INC contains: /var/www/otrs/Kernel/cpan-lib /var/www/otrs /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /var/www/otrs//bin/PostMaster.pl line 42. BEGIN failed--compilation aborted at /var/www/otrs//bin/PostMaster.pl line 42. procmail: [3364] Fri Apr 14 08:52:03 2006 procmail: Non-zero exitcode (13) from "/var/www/otrs//bin/PostMaster.pl" procmail: Assigning "LASTFOLDER=/var/www/otrs//bin/PostMaster.pl" procmail: Locking "/var/www/otrs//var/spool/..lock" procmail: Assigning "LASTFOLDER=/var/www/otrs//var/spool/1" procmail: Opening "/var/www/otrs//var/spool/1" procmail: Acquiring kernel-lock procmail: Unlocking "/var/www/otrs//var/spool/..lock" procmail: Notified comsat: "otrs@0:/var/www/otrs//var/spool/1" >From johnny(a)localhost.localdomain Fri Apr 14 08:52:02 2006 Subject: help Folder: /var/www/otrs//var/spool/1

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RE: [otrs] how to uninstall otrs?
by PLDT FOA- David Ang 19 Apr '06

19 Apr '06

Nil.... THANK YOU! hehe.. before, i tried on doing this rpm -q otrs.x.x.x (the full filename) and my server always says that it cannot find the package, but you gave me a clue, that is: rpm -q otrs and it did find the package! so speciying the whole filename is not such a good idea then.. thanks nil! i have removed the package and nowhere to be found! -david -----Original Message----- From: otrs-bounces(a)otrs.org on behalf of Nils Breunese (Lemonbit Internet) Sent: Wed 4/19/2006 5:13 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] how to uninstall otrs? David Ang wrote: > like i said, i didn't install otrs thru rpm, but instead using > source, configured, compiled, and make. Hm, then I think it is very strange that the Plesk installer is complaining about OTRS being installed. It could be checking for /opt/ otrs, but I'd think the installer found it in the rpmdb. 100% sure? 'rpm -q otrs' really doesn't give you any output? If so, you'll probably just have to remove everything manually (unless there's something like make uninstall available, I don't know about that). 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/

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Issues after connecting OTRS & SugarCRM
by Ron Rademaker 19 Apr '06

19 Apr '06

Hello, I managed to get SugarCRM and OTRS speaking to each other. However, there are a few issues, any ideas on how to fix them (either configure or edit the code): - Many clients in the SugarCRM don't have an e-mail address send. If I try to add tickets for these clients, OTRS complains that the From field is formatted incorrectly. I really don't want to set an e-mail address for these clients as I don't want to communicate with them using e-mail (except for some personal e-mails). - OTRS requires unique id's for client, which I consider to be fine / good / perfect. However, OTRS also decides to show these id's, SugarCRM makes unique ids of 25 to 40 characters.... I'd rather not see them. - This one is a nice to have, SugarCRM has 2 main tables for client: one holding the company information and the other the contact person information... any way I can get OTRS to understand this (so far I've attached just the company information) Thanks, Ron

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RE: [otrs] Not able to receive mails in OTRS
by Isaac Gonzalez 19 Apr '06

19 Apr '06

Which queue did you specify this new email address to pop3 from under postmaster pop3 account? If it is the same as your previous one, therein lies the issue. I would change it to POP3 to a different queue than the prior one that was working, and let us know your results. It sounds like the two are fighting for the same queue. -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 Manish Sharma Sent: Friday, April 14, 2006 2:28 AM To: otrs(a)otrs.org Subject: [otrs] Not able to receive mails in OTRS Dear List We have been using OTRS for the last 4 months. Last week I added 1 more email ID in the OTRS in the Email address section and Postmaster Pop3 account Subsequently we are not able to receive emails in the OTRS in any of the email ids which were operative in OTRS. Kindly help us resolve this issue. 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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RE: [otrs] how to uninstall otrs?
by PLDT FOA- David Ang 19 Apr '06

19 Apr '06

Hi Nil like i said, i didn't install otrs thru rpm, but instead using source, configured, compiled, and make. thanks -david -----Original Message----- From: otrs-bounces(a)otrs.org on behalf of Nils Breunese (Lemonbit Internet) Sent: Wed 4/19/2006 3:22 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] how to uninstall otrs? David Ang wrote: > Thanks for trying to help me out, im sure just deleting the /opt/ > otrs folder will not solve my problem,how do i make the system > believe that otrs-2.0.x.xxxx is not already installd when i try to > upgrade my plesk? You could uninstall it (rpm -e otrs) and then upgrade Plesk. Afterwards you could install otrs again if you like (you'd have to use rpm -Uvh --force otrs* probably because of the issue of qmail saying it doesn't provide sendmail). 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/

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RE: [otrs] Active Directory integration
by Isaac Gonzalez 19 Apr '06

19 Apr '06

What have you specified as your mappings.... The following work fine for me: CustomerKey => 'sAMAccountName', CustomerID => '[customer_id]', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'company', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; Possibly send your config Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Guillaume Rehm Sent: Thursday, April 13, 2006 3:06 AM To: otrs(a)otrs.org Subject: [otrs] Active Directory integration Hi all, I integrate Active Directory into OTRS. I can log in OTRS with the account specified to search in active directory. But all others account can't be activated by OTRS. Moreover, root@localhost (local root account) can't log in now. Anyone have an idea ? 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 _______________________________________________ OTRS mailing 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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how to uninstall otrs?
by David Ang 19 Apr '06

19 Apr '06

hi all i have installed otrs - via compiling and building and configuring. now otrs resides in /opt/otrs any idea how to uninstall everything? i am trying to upgrade my plesk on my server and get this error in the end: Check for components installation status Reading system installed packages...done. Download file plesk-8.0.0-fc2-i386.hdr.gz: 48%..100% done Download file plesk-8.0.0-fc2-i386.hdr.gz: 26%..100% done Resolve components ERROR: Impossible do installation while package otrs-2.0.4-01.i386 is installed in system thanks! -david

3 5

Several OTRS config / extending questions
by Ron Rademaker 18 Apr '06

18 Apr '06

Hello all, I've just installed OTRS and it looks to nearly suite all my needs. There are just a few things I want to change, maybe I can easily do this with configuration, maybe I have to do some code editing (which would be a big problem, but I prefer configuration). Here's a list of the this I want to change, any input is appreciated! I want to add a field 'planned' to a ticket, so my customers can see when we'll fix their problems and the other people here can see when they are supposed to work on what tickets. Is the free field the only way to go here? Related to the 'planned' field, how can I make it so that people always see the tickets they should fix today (or should have fixed yesterday) first? Is it possible to quickly change the status of a ticket without sending email to the customer (without misusing the phone call option)? I'd like to remove some information from the ticket (at least in the interface), I'm thinking about getting rid of Time, Escalation and the Linked fields (for now, maybe I'd like to get them back somewhere in the future). What's the best way to go about this? Thanks! Ron

2 2

I'm convinced...
by Nic Mertens 18 Apr '06

18 Apr '06

But how do I start to setup this program on my web hosting? I read the manual but it seems to be very complicated. Is there someone who has any experience to install the program on a linux hosting and wants to give me a step by step info? Thanks, Nic

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Multiple Instances of OTRS
by Mike McGrath 18 Apr '06

18 Apr '06

anyone running OTRS behind a load balancer? I'd like to run identical instances of OTRS on many machines behind a balancer. Is there any documentation on this? -Mike

1 0

Problem with mod_perl2 and OTRS
by Jason Loven 18 Apr '06

18 Apr '06

As I mentioned in an email posting yesterday I have not been able to use mod_perl with OTRS. When I set up apache (apache2 / mod_perl2) per the OTRS instructions I get the following error during startup... [Mon Apr 17 18:41:54 2006] [error] Can't locate Apache/RequestRec.pm in @INC (@INC contains: //../../Kernel/cpan-lib //../.. ../../ /usr/local/otrs/Kernel/cpan-lib /usr/local/otrs/ /usr/local/lib/perl5/site_perl/5.8.6/mach /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl/5.6.2 /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.6/BSDPAN /usr/local/lib/perl5/5.8.6/mach /usr/local/lib/perl5/5.8.6 . /usr/local //../.. //../../Kernel/cpan-lib) at /usr/local/lib/perl5/5.8.6/CGI/Carp.pm line 471, <PRODUCT> line 4.\n Does anyone know what's causing this? Here's the file I'm "Include'ing" in my httpd.conf... ---------<beginning of file>--------------------- # agent, admin and customer frontend ScriptAlias /otrs/ "/usr/local/otrs/bin/cgi-bin/" Alias /otrs-web/ "/usr/local/otrs/var/httpd/htdocs/" # load all otrs modules Perlrequire /usr/local/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl AllowOverride None ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location> # directory settings <Directory "/usr/local/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/usr/local/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 ---------<end of file>--------------------- 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

customer.pl
by Thiago Germano Beier 18 Apr '06

18 Apr '06

Hi folks how can I disable at the customer.pl the option for customer sign in (the option "create account" ? Create Account [input] [input] Salutation: [input] Firstname: [input] Lastname: [input] Email/Login: [input] [input] regards, Beier Thiago Beier --------------------------------- Yahoo! doce lar. Faça do Yahoo! sua homepage.

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Re: [otrs] Removing email tickets
by Brigitte Calderwood 18 Apr '06

18 Apr '06

1 0

Cutomerid not showing all customers
by Yashpal Nagar 18 Apr '06

18 Apr '06

I have a OTRS 1.1.0 and moved it to OTRS 2.0.2 with all the database schema changes sqls etc.(1.0->1.1->1.2->1.3->2.0) All seems to be fine. But one of the thing is now the customerid is not displaying all the customers as were in old OTRS!? Can someone please point it where i went wrong or some tweak?? TIA Yash

1 0

helpdesk operators set-up
by Alan McKeown 18 Apr '06

18 Apr '06

Hi, I am having trouble setting up helpdesk operatives. I have set-up customers and assigned them to groups and this appears to work ok. I have set-up a number of queues and tried to assign them correctly, I think. When I log in as a customer I click on the 'To' section and select the queue I want. I then fill in all the other details and send the email. When I log in as one of the users in the queue selected by the customer I do not receive an email. Can anyone help me please. regards Alan. -- This message has been scanned for viruses and dangerous content by Joraph Consulting Ltd (Server #1), and is believed to be clean.

1 0

Active Directory integration
by Guillaume Rehm 18 Apr '06

18 Apr '06

Hi all, I integrate Active Directory into OTRS. I can log in OTRS with the account specified to search in active directory. But all others account can't be activated by OTRS. Moreover, root@localhost (local root account) can't log in now. Anyone have an idea ? 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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Re: [otrs] Removing email tickets
by Marino, Paul 17 Apr '06

17 Apr '06

Well there are two ways to do this you could merge the ticket or you could configure the generic agent to delete a ticket based on a pre set ciriteria such as a state -----Original Message----- From: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> To: otrs(a)otrs.org <otrs(a)otrs.org> Sent: Mon Apr 17 14:29:41 2006 Subject: [otrs] Removing email tickets Hello, Can someone tell me how to remove a ticket when there are several tickets with the same problem coming in from different people? I would like to avoid having to answer all 5 emails with the same problem. I know I saw an area where the remove was an option, but can't remember where. Thanks in advance. Brigitte Calderwood Litchfield Elementary School District 79 Litchfield Park, AZ USA _______________________________________________ OTRS mailing 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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Removing email tickets
by calderwood＠lesd.k12.az.us 17 Apr '06

17 Apr '06

Hello, Can someone tell me how to remove a ticket when there are several tickets with the same problem coming in from different people? I would like to avoid having to answer all 5 emails with the same problem. I know I saw an area where the remove was an option, but can't remember where. Thanks in advance. Brigitte Calderwood Litchfield Elementary School District 79 Litchfield Park, AZ USA

1 0

RE: [otrs] view closed tickets without searching
by sarahwbs.28304969＠bloglines.com 17 Apr '06

17 Apr '06

I guess I should have mentioned that I'm using OTRS 1.3, not 2 - there is no "sysconfig" in the admin area. > Its a module you need to activate its disabled by default go to > sysconfig in the admin area and in Frontend::Agent::ModuleRegistration > turn it on It wiil allow you to view a list of all tickets you have read > access to based on weither they are open or closed in a format similar > to the search results without having to do a search > > >> No - I'm not sure what that is :) Can you point me in the right direction? >> >> Thanks, >> >> Sarah >> >> >>> Have you tried the StatusView module >>> >>> >>>> Is there an easy way to view closed tickets without having to search for >>>> them?

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RE: [otrs] view closed tickets without searching
by Marino, Paul 17 Apr '06

17 Apr '06

Its a module you need to activate its disabled by default go to sysconfig in the admin area and in Frontend::Agent::ModuleRegistration turn it on It wiil allow you to view a list of all tickets you have read access to based on weither they are open or closed in a format similar to the search results without having to do a search -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of sarahwbs.28304969(a)bloglines.com Sent: Monday, April 17, 2006 12:41 PM To: otrs(a)otrs.org Subject: RE: [otrs] view closed tickets without searching No - I'm not sure what that is :) Can you point me in the right direction? Thanks, Sarah otrs(a)otrs.org wrote: Have you tried the StatusView module > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > sarahwbs.28304969(a)bloglines.com > Sent: Monday, April 17, 2006 11:30 AM > To: otrs(a)otrs.org > Subject: [otrs] view closed tickets without searching > > Is there an easy way to view closed tickets without having to search for > them? > _______________________________________________ OTRS mailing 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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RE: [otrs] view closed tickets without searching
by Marino, Paul 17 Apr '06

17 Apr '06

Have you tried the status view module -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of sarahwbs.28304969(a)bloglines.com Sent: Monday, April 17, 2006 12:41 PM To: otrs(a)otrs.org Subject: RE: [otrs] view closed tickets without searching No - I'm not sure what that is :) Can you point me in the right direction? Thanks, Sarah otrs(a)otrs.org wrote: Have you tried the StatusView module > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > sarahwbs.28304969(a)bloglines.com > Sent: Monday, April 17, 2006 11:30 AM > To: otrs(a)otrs.org > Subject: [otrs] view closed tickets without searching > > Is there an easy way to view closed tickets without having to search for > them? > _______________________________________________ OTRS mailing 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/

1 0

RE: [otrs] view closed tickets without searching
by sarahwbs.28304969＠bloglines.com 17 Apr '06

17 Apr '06

No - I'm not sure what that is :) Can you point me in the right direction? Thanks, Sarah otrs(a)otrs.org wrote: Have you tried the StatusView module > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > sarahwbs.28304969(a)bloglines.com > Sent: Monday, April 17, 2006 11:30 AM > To: otrs(a)otrs.org > Subject: [otrs] view closed tickets without searching > > Is there an easy way to view closed tickets without having to search for > them? >

1 0

Moving from Unix to Windows?
by Jason Loven 17 Apr '06

17 Apr '06

Has anyone here done a migration/move of a running OTRS 2.0.4 system on Unix to a Windows platform? We are currently running our OTRS on a FreeBSD system (not using mod_perl). We're looking at migrating it to a Windows2003 server and at the same time bringing mod_perl into the mix. I had original tried mod_perl on the FreeBSD box but had some Apache::Registry issues that kept me off mod_perl. I'm hoping that as part of the move to the Windows box I can iron those out prior to bringing the system into production mode. 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/>

1 0

RE: [otrs] view closed tickets without searching
by Marino, Paul 17 Apr '06

17 Apr '06

Have you tried the StatusView module -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of sarahwbs.28304969(a)bloglines.com Sent: Monday, April 17, 2006 11:30 AM To: otrs(a)otrs.org Subject: [otrs] view closed tickets without searching Is there an easy way to view closed tickets without having to search for them? _______________________________________________ OTRS mailing 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/

1 0

view closed tickets without searching
by sarahwbs.28304969＠bloglines.com 17 Apr '06

17 Apr '06

Is there an easy way to view closed tickets without having to search for them?

1 0

OTRS Win32 & MySQL problem's table (REPOST)
by Antoine Berthier 17 Apr '06

17 Apr '06

I'm using the last version of OTRS 2.0.4 for win32. All is working fine but i'm receivng this error in the event log Source:MySQL , Event ID:100 D:\OTRS\mysql\bin\mysqld-nt.exe: Can't find file: 'article_attachment.MYI' (errno: 2)" 2 files are in the OTRS directory, one is .MYI extension and the other is .FRM I'm trying to repair (repair table article_attachment) but it's impossible to do it. Does anybody have a suggestion to resolve this issue ? Regards Antoine

1 0

OTRS Win32 & MySQL problem's table
by Antoine Berthier 17 Apr '06

17 Apr '06

I'm using the last version of OTRS 2.0.4 for win32. All is working fine but i'm receivng this error in the event log Source:MySQL , Event ID:100 D:\OTRS\mysql\bin\mysqld-nt.exe: Can't find file: 'article_attachment.MYI' (errno: 2)" 2 files are in the OTRS directory, one is .MYI extension and the other is .FRM I'm trying to repair (repair table article_attachment) but it's impossible to do it. Does anybody have a suggestion to resolve this issue ? Regards Antoine Berthier email: <mailto:antber@wanadoo.fr> antber(a)wanadoo.fr Mob.: +33 (6) 18 41 06 29

1 0

Reports for SLA's
by Vishal Kashyap 16 Apr '06

16 Apr '06

Hi , I found OTRS a great OSS. Was just wondering does it have any facility to record SLA's http://en.wikipedia.org/wiki/Service_Level_Agreement. In contact centres managers need to check response time of e-mails and close time of each arriving e-mails. I am of opinion if it does not have this functionality we can work on it and create a plugin which would increase the usage of OTRS in contact centres where a single e-mail address is used to respond address multiple issues. Any pointers/ thought on this -- With Best Regards, Vishal Kashyap. http://www.vishal.net.in

1 1

CustomerGroupSupport / notifications
by Marc Winiger 16 Apr '06

16 Apr '06

Hi guys If we enable 'CustomerGroupsSupport', we did not receive any Agent-Notifications if the users used the WebInterface for Queues not in CustomerGroupAlwaysGroups. The following patch solved the Problem. I don't know the code well. Does anybody know, if that patch has any unwanted sideeffects? Marc --- InterfaceCustomer.pm.orig 2006-04-16 10:19:43.000000000 +0200 +++ InterfaceCustomer.pm 2006-04-16 10:25:41.000000000 +0200 @@ -168,8 +168,8 @@ # -- # create common framework objects 3/3 # -- - $Self->{UserObject} = Kernel::System::CustomerUser->new(%{$Self}); - $Self->{GroupObject} = Kernel::System::CustomerGroup->new(%{$Self}); + $Self->{UserObject} = Kernel::System::User->new(%{$Self}); + $Self->{GroupObject} = Kernel::System::Group->new(%{$Self}); $Self->{SessionObject} = Kernel::System::AuthSession->new(%{$Self}); # -- # application and add on application common objects

1 0

Error trying to install shared calendar
by Steve Hill 15 Apr '06

15 Apr '06

I'm running the debianized 2.0.4 version of OTRS. When I try to install, I click on the package manager link and get the following error messages: ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Fri Apr 14 17:54:05 2006 Message: ??? Traceback (4361): Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 204 Module: /usr/share/otrs/bin/cgi-bin/index.pl (v1.80) Line: 47 However, looking at the InterfaceAgent at line 204, I see: if ($Param{Action} eq "Login") { # get params my $PostUser = $Self->{ParamObject}->GetParam(Param => 'User') || ''; my $PostPw = $Self->{ParamObject}->GetParam(Param => 'Password') || ''; # create AuthObject ... I sure don't see anything that might relate to packages. Can I get some thoughts, please??

1 0

Not able to receive mails in OTRS
by Manish Sharma 14 Apr '06

14 Apr '06

Dear List We have been using OTRS for the last 4 months. Last week I added 1 more email ID in the OTRS in the Email address section and Postmaster Pop3 account Subsequently we are not able to receive emails in the OTRS in any of the email ids which were operative in OTRS. Kindly help us resolve this issue. Warm regards, Manish Sharma Programme Manager PTU's Gian Jyoti School of TQM & Entrepreneurship Mobile: +91 98554 06222 Telephone: 0172 223 6187, 0172 5541187

1 0

Delete note or mail from the ticket tree
by Omar Speranza 14 Apr '06

14 Apr '06

Is possible to delete a note/mail/message from the ticket history/tree? -- ~omar

1 0

Re: [otrs] new ticket notifications sent from wrong address
by Brigitte Calderwood 13 Apr '06

13 Apr '06

1 0

new ticket notifications sent from wrong address
by sarahwbs.28304969＠bloglines.com 13 Apr '06

13 Apr '06

I'm slowly (and painfully) getting OTRS set up for a client. I've created 3 separate queues for different types of tickets, with a different POP3 address for each. The problem is that the new ticket notifications are coming from a default address for the whole system, rather than from the address specified for each individual queue. The auto-reply sent to the customer is sent from the correct address, it's just the notification that's being sent from the wrong address. According to the documentation [0], the notification text can be defined in Kernel/Config.pm, but it doesn't say anything about configuring the address the notification is sent from. Any suggestions? TIA, Sarah [0] http://doc.otrs.org/1.3/en/html/system-notification.html

1 0

Use multiple ldap sources for customer authorisation?
by Mikael Mattsson 13 Apr '06

13 Apr '06

Hi! I'm using LDAP (active directory) for company user logins. We are going to support another company, so I need to know if it is possible to configure OTRS for multiple LDAP-sources. --------------------------------------------------------- Mikael Mattsson Konsum Värmland IT-stöd Box 1004 65115 KARLSTAD

1 0

AW: [otrs] second OTRS database
by Kaiser Dr., Thomas (LfStaD) 13 Apr '06

13 Apr '06

Hi, that can be easily done, but you need a different URL for the second OTRS system an a second installation/copy of OTRS and different settings in Config.pm for SystemID and Database. Of course the settings of apache has to be adopted. e.g OTRS1 http://otrs.mycompany.com/otrs1/index.pl $Self->{'Database'} = 'otrs1'; $Self->{'SystemID'} = 10; e.g OTRS2 http://otrs.mycompany.com/otrs2/index.pl $Self->{'Database'} = 'otrs2'; $Self->{'SystemID'} = 20; This works for use quite well for us. regards Thomas -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Koning, Rene Gesendet: Mittwoch, 12. April 2006 11:40 An: otrs(a)otrs.org Betreff: [otrs] second OTRS database Hello, We are running OTRS on windows 2003 server (since march this year) and are using the system to manage ideas people are sending in. Now, we want to make a second OTRS installation and use this installation for our new helpdesk. Can I do a second installation or is there another way to create the OTRS database? We want to install it on the same server, where MySQL and Apache are already running. Can someone give me some advise?? Greetings, René - Boekelo Decor ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange.

1 0

Migrate from reqng to OTRS
by Robert Lister 12 Apr '06

12 Apr '06

Hi folks, I am possibly looking to migrate from our aged reqng based system (based on old req, but hacked over the years) over to OTRS. reqng has served us well for many years as a simple trouble ticket system, but we want to start doing clever things, and I'm not sure continuing to work on a hacked version of reqng is the way forward, given that the last time anybody did any work on it was in about 2000. (It might well be, I'm just not yet entirely sold on the idea as it would involve many hours of perl hackery.) I would like to migrate all the old tickets from the reqng files in to OTRS, because the current system is a very useful source of historic information that I would not want to lose just because of a new ticket system. Has anybody attempted to do similar migration before into OTRS. I have another question relating to stats. Managers want pretty graphs. :-) What I would like to be able to graph is response times to tickets in and out of hours, for example number of tickets responded to within 30 minutes, 1 hour, 4 hours, 8 hours etc, and number of customer tickets vs non-customer tickets. (The current system has an in-house modification to work this out from the e-mail address.) If anybody has some insight into this, it would be most welcome :) Regards, Rob -- Robert Lister - London Internet Exchange - http://www.linx.net/ robl(a)linx.net - tel: +44 (0)20 7645 3510 - RL786-RIPE

1 0

Line endings
by Wayne 12 Apr '06

12 Apr '06

Hey Guys, When I respond to a ticket the line endings are different across different mail clients. Some mail clients seem to follow where I have my line endings while others ignore the line ending which slightly muddles the text. Working Example: All domains are administered through a Control Panel. You should have received this information once signed up with Elive. Error Example: All domains are administered through a Control Panel. You should have receivedthis information once signed up The problem occurs between the words 'received' and 'this', either the new line is issued or else it is ignored and the two words become joined. My current set up is otrs-2.0.4-01 installed from RPM running on CentOS 4. Perl is v5.8.5 Mail Server is postfix - postfix-2.1.5-4.2.RHEL4 Tried using sendmail which had the same problem - sendmail-8.13.1-3.RHEL4.3 Oddly enough using otrs-2.0.4-01 on RHEL 3 works fine. Im not sure where to look for this - anybody have any ideas? Thanks, Wayne

1 1

otrs 2.0.4 install The requested URL /otrs/installer.pl was not found on this server
by Matthew S. Barnes 12 Apr '06

12 Apr '06

Hello I was wondering if I could get some help Eror Message: http://localhost/otrs/installer.pl Not Found The requested URL /otrs/installer.pl was not found on this server. I am trying to install OTRS from the tar.gz on a debian sarge system and im having trouble with the apache portion I was following this procedure http://doc.otrs.org/2.0/en/html/x357.html I am running apache as user www-data group www-data I have added the otrs user to the www-data group I have check the apache config for the necessary otrs modifications and all seems ok (matches install procedure) I have run the permissions script as such /opt/otrs/bin#./SetPermissions.sh /opt/otrs otrs www-data I have all the necessary perl modules installed and run the perl test scripts all seems ok linux:/opt/otrs/bin# ./otrs.checkModules All OK perl -cw bin/cgi-bin/index.pl and perl -cw bin/PostMaster.pl both OK The error im getting is thus http://localhost/otrs/installer.pl Not Found The requested URL /otrs/installer.pl was not found on this server. Any help would be greatly appreciated Thanks in advance! VR/MSB Matthew S Barnes (FTC/SS/DV) Network Administrator Institute for Child Health Policy Institute on Aging Department of Epidemiology and Health Policy Research Department of Aging and Geriatric Research College of Medicine, University of Florida 1329 SW 16th Street, Suite 5130 Gainesville, Florida 32608 352.392.7745 352.226.0955 (Cell) 352.265.7221 (Fax) msb(a)ichp.ufl.edu https://help.ichp.ufl.edu

2 1

second OTRS database
by Koning, Rene 12 Apr '06

12 Apr '06

Hello, We are running OTRS on windows 2003 server (since march this year) and are using the system to manage ideas people are sending in. Now, we want to make a second OTRS installation and use this installation for our new helpdesk. Can I do a second installation or is there another way to create the OTRS database? We want to install it on the same server, where MySQL and Apache are already running. Can someone give me some advise?? Greetings, René - Boekelo Decor ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange.

2 1

OTRS is Amazing!
by KartheeK 12 Apr '06

12 Apr '06

Hello All, I am happy to share the following: I have now been using OTRS for 8 months, our installation has about 3,00,000 tickets put in it. There are about 3000 tickets created a day by 300 concurrent users. The total size of the database(mysql)is 2GB. At any time there are atleast 5000 Open tickets in the system. The System is working fine without any problems. OTRS is amazing! Everyone, please share more info about your installation. Thanks & Regards, KartheeK __________________________________________________________ Yahoo! India Matrimony: Find your partner now. Go to http://yahoo.shaadi.com

2 3

automate the submission of email tickets ?
by Jerome Alet 11 Apr '06

11 Apr '06

Hi there, I'm trying to include a facility in an application of mine to automatically send crash reports to OTRS (v2.0.4). It works fine, but I can't find a way to associate the ticket with the correct customer. I've followed http://doc.otrs.org/2.0/en/html/x1049.html#table-of-x-otrs-headers Then in my code I've set : X-OTRS-CustomerUser: test_client_email X-OTRS-CustomerID: test_client_email X-OTRS-Queue: MyQueue X-OTRS-SenderType: customer X-OTRS-Priority: 5 in my email message headers. My test customer is registered with his email address in both the Username, Email and CustomerID fields when I search him in the OTRS web interface. Also this test customer is valid. The ticket is correctly received and the X-OTRS headers are there, but OTRS fails to associate the ticket with the test client. Any idea why ? Thanks in advance Jerome Alet

1 0

RE: [otrs] otrs 2.0.4 install The requested URL /otrs/installer.pl wasnot found on this server
by Mike McGrath 11 Apr '06

11 Apr '06

> Hello I was wondering if I could get some help > Eror Message: > > http://localhost/otrs/installer.pl > Not Found > The requested URL /otrs/installer.pl was not found on this server. Whenever you get a 404 you should always check your apache error logs. -Mike

1 0

Re: [otrs] OTRS is Amazing!
by Brigitte Calderwood 11 Apr '06

11 Apr '06

1 0

HTTPBasicAuth for customer users
by Marcus Hopwood 11 Apr '06

11 Apr '06

Hi, I've been using OTRS successfully for several months but have not yet used the customer users section, primarily because I don't want to give customers yet another password to remember. It seems that by using HTTPBasicAuth for customer users I may be able to solve this problem but I'm uncertain an how to configure it properly. What values should I use for: $Self->{CustomerPanelLoginURL} $Self->{CustomerPanelLogoutURL} And how do I access the user id? Thanks, Marcus

1 0

OTRS Upgrade from 1.1.0RC1 to 2.0.4?
by Yashpal Nagar 11 Apr '06

11 Apr '06

Hi, We use OTRS 1.1.0 for last a few couple of years. Its a great work! Now i want to upgrade it to OTRS- 2.0.4 the latest release. I am trying to mysqldump the older mysql database 1.1.0Rc1 to the new mysql otrs db 2.0.4 but it is failing. My Questions is: Is it feasible to do a upgrade from 1.1.0 to 2.04. I understand there might be some tables which would't have any data, thats Ok for me. Or i need to upgrade it first for database schema and then it is possible. On net i found a file DBUpdate-to-x.y.mysql.sql but unfortunately there is no file in HOME_OTRS/scripts/ dir. It would be a great help if someone can summarize the procedure to do such a upgrade. Thanks -Yash

1 0

Avoid subject rewriting for some queue
by Omar Speranza 11 Apr '06

11 Apr '06

Is possibile avoid the ticketID in subject of ticket email opened in specific queue? -- ~omar

1 0

Navigation bar: remove icon
by Omar Speranza 11 Apr '06

11 Apr '06

What can I do to remove some icon (and link...) from the Customer Navigation Bar ? -- ~omar

1 1

RE: [otrs] Navigation bar: remove icon
by Isaac Gonzalez 11 Apr '06

11 Apr '06

> Please see the Customer*.dtl files in Kernel/Output/HTML/Standard. > These files controll the output in the customer.pl panel. Just change > the files for your needs. Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Omar Speranza Sent: Monday, April 10, 2006 2:23 PM To: otrs(a)otrs.org Subject: [otrs] Navigation bar: remove icon What can I do to remove some icon (and link...) from the Customer Navigation Bar ? -- ~omar _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

3 2

PostMasterPOP3 error
by Carl Davis 11 Apr '06

11 Apr '06

When running PostMasterPOP3.pl manually I get. I have not changed OTRS in a long while so I presume it is somehow related to a perl update? otrs-2.0.3-01 perl-5.8.0-90.4 [otrs@ip-68 cron]$ $HOME/bin/PostMasterPOP3.pl fileparse(): need a valid pathname at /opt/otrs/bin/PostMasterPOP3.pl line 26 BEGIN failed--compilation aborted at /opt/otrs/bin/PostMasterPOP3.pl line 26.

1 1

Hide some queue in Customer New Ticket TO: SELECT BOX
by Omar Speranza 10 Apr '06

10 Apr '06

I'm modifying Kernel/Output/HTML/Standard/CustomerTicketMessageNew.dtl But what can I do to hide some queue in <TO: SELECT BOX> ? -- ~omar

1 1

LDAP/AD issues
by Mike Cook 10 Apr '06

10 Apr '06

Simply put; I can't make this work. I've read through the mailing lists, and the site documentation for getting LDAP auth to work for agents/customers. I've ported/integrated plenty of apps into LDAP before, but OTRS continues to stump me. I've started with customers; using the web frontend I configured everything, but customers can't login. They are taken back to the login screen with "Panic! No UserData!!!", while the server log shows: Dec 1 14:06:11 helpdesk OTRS-CGI-10[12252]: [Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: mikec authentification ok (REMOTE_ADDR: 192.168.169.154). Any ideas?

4 3

RE: [otrs] Changing the visibility of Queues
by Isaac Gonzalez 10 Apr '06

10 Apr '06

Thru groups, you can create a new group, and then make the queues you want to hide a member of this group thru the queues rollup, then thru users<--->groups set the r/o ,and r/w permissions for the users you do/don't want to have access. Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Prafulla Kumar H.S. Sent: Thursday, April 06, 2006 3:14 AM To: otrs(a)otrs.org Subject: [otrs] Changing the visibility of Queues Hi, Is it possible to configure queues in such a manner that only a specific person can see the requests submitted by the customers. Example: Queue Name is Finance Requirement: Only the user by name "Finance Manager" should be able to see the contents of the queue. Current Scenario: All the other users (ticket handlers) can see the requests received through this queue. Thanks, Prafulla _______________________________________________ OTRS mailing 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

RE: [otrs] E-mail notifications not being sent.
by Isaac Gonzalez 10 Apr '06

10 Apr '06

U need to configure your smtp server correctly in the config.pm file. --- CUT --- $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'localhost'; $Self->{'SendmailModule::Port'} = '25'; --- CUT --- Where localhost=youremailserver 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 Support Sent: Monday, April 10, 2006 7:46 AM To: otrs(a)otrs.org Subject: [otrs] E-mail notifications not being sent. Hello all, I am running OTRS 2.0, and Windows XP SP2. I have the web server running properly, but e-mails are not being sent out. Is this using SMTP, or a perl mail component? Any help on troubleshooting the issue would be great. IT Department Gateway Center 1000 Legion Place, Suite 1700 P.O. Box 1010 Orlando, Florida 32802-1010 Ph: 407-581-9800 Fx: 407-581-9801 www.shuffieldlowman.com ATTORNEY-CLIENT PRIVILEGED COMMUNICATION This transmission is sent for the purpose of rendering legal advice and is intended only for the recipient identified in the address line above. Information contained in this e-mail transmission is privileged and confidential. If you are not the intended recipient, do not read, distribute or reproduce this transmission (including any attachments). If you have received this e-mail in error, please notify the sender by e-mail reply and then delete this e-mail.

1 0

order of priority
by list＠gotting.com 10 Apr '06

10 Apr '06

Does anyone know how to reverse the priority order so that prio 1 is Critical and prio 5 is Low? Changing the table ticket_priority does not fully solve the problem. /Johan

1 0

Reopening tickets
by Jason Loven 10 Apr '06

10 Apr '06

What's the best method for reopening a ticket? I don't want notifications sent anywhere I just want the ticket set back to open status. 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 Web: http://www.cainetserv.com/

4 3

E-mail notifications not being sent.
by Support 10 Apr '06

10 Apr '06

Hello all, I am running OTRS 2.0, and Windows XP SP2. I have the web server running properly, but e-mails are not being sent out. Is this using SMTP, or a perl mail component? Any help on troubleshooting the issue would be great. IT Department Gateway Center 1000 Legion Place, Suite 1700 P.O. Box 1010 Orlando, Florida 32802-1010 Ph: 407-581-9800 Fx: 407-581-9801 www.shuffieldlowman.com ATTORNEY-CLIENT PRIVILEGED COMMUNICATION This transmission is sent for the purpose of rendering legal advice and is intended only for the recipient identified in the address line above. Information contained in this e-mail transmission is privileged and confidential. If you are not the intended recipient, do not read, distribute or reproduce this transmission (including any attachments). If you have received this e-mail in error, please notify the sender by e-mail reply and then delete this e-mail.

1 0

RE: [otrs] Reopening tickets
by Jason Loven 10 Apr '06

10 Apr '06

Excellent information! Thank you very much! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Hinkamp - BeSite Sent: Saturday, April 08, 2006 11:01 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Reopening tickets > The only way i could reopen an ticket was forwarding the message to my > self and putting the status on "open" but there should be a beter way? > > right? If you set the following config options, you can set the state of a ticket by adding a note: $Self->{'Ticket::Frontend::NoteSetState'} = 1; $Self->{'Ticket::DefaultNextNoteStateType'} = ['new', 'open', 'closed', 'removed']; The second is for specifying which states it can be set to. 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/

1 0

JP Fortin is out of the office.
by JPF＠optinuity.com 10 Apr '06

10 Apr '06

I will be out of the office starting 04/10/2006 and will not return until 04/17/2006. I will respond to your message when I return.

1 0

RE: [otrs] Feature request: call topic
by Danie E. Fourie 10 Apr '06

10 Apr '06

OTRS subject field script It would be greatly appreciate if you can send me also that script. It will solve one of my major issues. Thanks. -----Original Message----- From: Mark D. Wallace [mailto:mdwallace@arc.nasa.gov] Sent: Friday, April 07, 2006 8:38 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Feature request: call topic For my effort, I created a javascript that fills in the subject and body area of a new ticket with predefined information. Only one of our groups needs this feature so the display is dependent on the current agents group. The feature includes a list of ticket topics on the right hand side of the screen, and by clicking on one of them the "new ticket" form is auto filled and the cursor focus is in the text area form for adding additional information. The subjects and text for the body are defined in the dtl but it could just as easily be defined in the config.pm file, or by creating a new pm that inserts the information into the db. If you want the script, I can foward it to you. Mark Wallace On Fri, 07 Apr 2006 15:22:09 +0200 Corne Beerse <cbeerse(a)gmail.com> wrote: > Christian Schoepplein wrote: > >>Hello, >> >>On Thu, Apr 06, 2006 at 02:11:51PM +0200, Corne Beerse >>wrote: >> >> >>>At this moment I'm configuring an evealuation setup for >>>OTRS. All goes verry well, thanks for all that have >>>created OTRS to what it is. >>> >>> >> >>Thanks :). >> >> >> >>>There is however 1 item I cannot find in OTRS: Every >>>ticket should have a 'topic' with it: A "subject" like >>>item that is selected from a pre-created list of topics. >>> >>>In the end, the usage is to create statistics over these >>>topics, just like the statistics over the queues. >>> >>> >> >>That feature isn't implemented in OTRS yet. But maybe you >>can use the free text fields and use them for your needs. >> >> > > That's one of the things we are looking at. The major >problem is that it is to deep into the ticket to set the >value. Then, it is a free-text value, where we prefer a >pre-defined list of topics. At first idea, a sinlge topic >per ticked will do, on the other hand, I can imagine >problems that are related to 2 or more topics, hence that >should be possible. > > The final reason for this 'topic' or 'keyword' (to >mention an other term) is to take staistics from it: What >topics give what number of calls. > > One other (future) use can be a merge with the faq or >other knowledge base. > >>If not, we ofcourse can implement the topic feature for >>you. Just write a message to >> >>sales(a)otrs.com >> >> > If otrs is to be our final solution, that is one of the >things. > > Regards, > > > C. Beerse > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: >http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/

1 0

Error message
by Waylon Williams 09 Apr '06

09 Apr '06

I am unable to access one of the main queues. Here is the message I get when I click on the queue. Please advise. Thank You. Waylon Software error: Got no ArticleID! at /opt/otrs//Kernel/Output/HTML/ArticleCheckPGP.pm line 32.

1 0

backup.pl script not working running OTRS on Debian system
by Jurgen de Wijs 08 Apr '06

08 Apr '06

Dear All, I have tried to use the backup.pl script on a Debian system but I have not succeeded up to now. I have created a directory /backup and performed chown otrs:www-data /backup to make it writable for the otrs user. I have tested that i can create files in this directory as the user otrs. When i run the backup.pl script with the following command "sudo -u otrs ./backup.pl -d /backup" I get the following message: > done > Backup /backup/2006-04-08_07-19/Config.tar.gz ... tar: h: Cannot open: > Permission denied > tar: Error is not recoverable: exiting now > tar: Removing leading `/' from member names > tar: /backup/2006-04-08_07-19/Config.tar.gz: Cannot stat: No such file > or directory > failed > Backup /backup/2006-04-08_07-19/Application.tar.gz ... tar: h: Cannot > open: Permission denied > tar: Error is not recoverable: exiting now > tar: Removing leading `/' from member names > tar: /backup/2006-04-08_07-19/Application.tar.gz: Cannot stat: No such > file or directory > failed > Dump MySQL rdbms ... done > Compress SQL-file... done What am I doing wrong? Regards, Jurgen

1 0

Converting OTRS from v2.0.3 to v2.0.4
by Steve Hill 08 Apr '06

08 Apr '06

I'm beating my head bloody, trying to upgrade from one version of Debian'ified otrs to another. First of all, one was set to load the otrs at /opt/otrs, and the 2.0.4 version is set to load at /usr/share/otrs. It also appears the Config.pm file has changed. There have been added quotes to the left side of the various settings, which, of course, are not the same as the backup files that were created under 2.0.3. I have not been able to get the Package Manager to work under either 2.0.3 or .4. Each one tells me that it cannot execute becasue of a bug. Finally, when I try to execute the SysConfig module from the Admin screen, I get the following message: "Can't locate object method "new" via package "XML::Parser::Lite" at" Has anyone else faced, and fixed, these problems?? Thanks, Steve

1 0

accidentally set the admin account to 'invalid'
by Toby McMillan, RHCE 07 Apr '06

07 Apr '06

Hello everyone, My Admin account in my OTRS installation has accidentally been set to 'invalid' in the Group Management Page. Now the "admin" portion of the page has cannot be seen. Now, whenever I click on " Don't work with UserID 1 (System account)! Create new users!", it says " No Permission! Message: No Permission to use this frontend module! How do i set it back to being 'valid' in the database? Which tables,fields shall I toggle? Thanks in advance.

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Feature request: call topic
by Corne Beerse 07 Apr '06

07 Apr '06

Hello, At this moment I'm configuring an evealuation setup for OTRS. All goes verry well, thanks for all that have created OTRS to what it is. There is however 1 item I cannot find in OTRS: Every ticket should have a 'topic' with it: A "subject" like item that is selected from a pre-created list of topics. In the end, the usage is to create statistics over these topics, just like the statistics over the queues. Regards, C. Beerse

4 4

Time's management
by Tojo RANDRIANAIVOJAONA 07 Apr '06

07 Apr '06

Hi ! I 'd like to manage time regarding every ticket. Generally, when customer creates ticket, time is initialized. So, the support team (ST) gives solutions. Afterwards, ST waits consumer's answer and sometimes, he puts much time to answer. Then, is it possible to give up time when I wait customer's answer ? If yes, in what section ? Can you help me !! Tojo Randrianaivojaona 06 33 56 94 84 ra_tojo(a)yahoo.fr Tojo.Randrianaivojaona(a)polytech.univ-nantes.fr

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Version 2.05?
by Knut Haugen 07 Apr '06

07 Apr '06

I've seen a forthcoming version 2.0.5 mentioned sporadically here and there and I'm wondering if you are working on this with a specific release-date in mind? The reason I'm asking is that I have a potential client who might want to delay installation until 2.0.5 is released, but not if it's too far off. -- Knut Konsulent/programmerer Linpro AS web: http://www.linpro.no/ +47 21544100 gpg: http://www.knuthaugen.no/misc/key.asc.txt

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HELP !! otrs doesn´t receive new mails anymore!!!
by Mercator GmbH 07 Apr '06

07 Apr '06

Since yesterday, I do NOT get ANY new mails with OTRS. I have NOT changed anything, neither on the server (my own one), nor in the config !!!! Just out of a sudden I don´t receive almost no mails... In the logfile I can see 2 or 3 mails, but on the server, there are still 130 mails that should have been downloaded from OTRS !!! I am still using a rather old version: 1.3.2 But without any problems until tonight!! I NEED to receive my mails!! I can send without any problems. WHAT could be wrong? Please contact me at: info(a)mercator.net Thanks, Marc

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pop3, LDAP and the from field
by Mike McGrath 07 Apr '06

07 Apr '06

When users send mail to the OTRS system, Everything gets created fine except OTRS doesn't know who the customer is. Is there a way to map this? Also after a ticket has been created and I change the customer ID on the ticket, the "from" field in the ticket doesn't seem to be updated. Anyone else have these issues? -Mike

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Some question
by Alessandro 07 Apr '06

07 Apr '06

1) Can i add TicketFreeText field in Customer web Form? in this mode i want to force Customer to compile it. 2) The only way to address a ticket to a queue form customer web form is the To field? Can i add some extra field to address ticket? Thanks to all in advance Alessandro

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who installs me new version
by Mercator GmbH 06 Apr '06

06 Apr '06

Hi all, I have version 1.3.2 running for a year now.. I think.... I have some problems for some days now, have already posted to this list. For some days, NO mail is received, but it´s still on the server (the mails). I don´t know why. Anyway, I would like to have someone who could fix me this and also install the new OTRS version. I give server access and whatever you need. I will pay 20 euro with paypal. I think you need only 10 minutes to install, since 1.3.2 is already running. PLEASE, it´s urgent!! Write me at: marc(a)herms.it thanks!

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RE: [otrs] Reskinning OTRS and also any integration with CRM?
by Jason Loven 06 Apr '06

06 Apr '06

Kurt, Thanks for your feedback. I have a very strong feeling we will be embarking on a similar modification program in the not-so-distant future. I have taken my own halting steps into the source modules on several occasions to just learn how things work internally but its soon time to modify the code. I'll try to keep in touch as I start and progress. -Jason -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Knut Haugen Sent: Thursday, April 06, 2006 3:24 PM To: otrs(a)otrs.org Subject: Re: [otrs] Reskinning OTRS and also any integration with CRM? [ Jason Loven ] > Just curious if anyone has done any work on reskinning OTRS at all? Some > of the views (like the open tickets view) show a lot of information it > would be nice to pare down to just a line or 3. I have. It started out as just a few tweaks, but I still decided to create a whole new theme with all changes in order to be able to switch back and forth. I just copied the Standard theme and went from there on. That's the easy part. How hard it gets afterwards, depends entirely on what you want to achieve. - Just changing some colors and margins is mostly done in the css, but you might need a few new css-classes here and there. - larger re-designs are hard as the OTRS design is based on tables and not divs. This depends mostly on your html-fu. - Introducing new templates and cleanup up the moderately overloaded interface is more, eh, interesting. Some stuff is controlled by config settings and group memberships and such. Changing these in the config file removes stuff (e.g. FAQ link in navigation bar, if you don't need that). Other stuff is controlled by where you are and what you can do. Here you have to set permissions and things like that. Again other things have to edited out of the template manually. And yet other stuff is controlled by obscure template variables virtually impossible to detect where are set and where they end up and in which template block/loop. This can be frustrating, to say the least. As an example I spent up to three hours in one particular spot trying to get a couple of new variables out into the template block in the right template, but eventually I gave and created a new module and template to do the job. The template language which is re-invented in OTRS leaves something to be desired, IMNSHO. On the positive side, it's fairly easy to find which module that handles a given page, just by looking at the url. If the URL says "Action=AgentTicketForward" for instance, there is a perl library called Kernel/Modules/AgentTicketForward.pm which handles this request, and template file probably called (also named in the file above) called Kernel/Output/HTML/YourTheme/AgentTicketForward.dtl which is used. That's about all there is to it. After that, it's elbow grease and hard html/perl coding. -- Knut Haugen Senior Consultant/programmer Linpro AS web: http://www.linpro.no/ +47 21544100 gpg: http://www.knuthaugen.no/misc/key.asc.txt _______________________________________________ OTRS mailing 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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Reskinning OTRS and also any integration with CRM?
by Jason Loven 06 Apr '06

06 Apr '06

Just curious if anyone has done any work on reskinning OTRS at all? Some of the views (like the open tickets view) show a lot of information it would be nice to pare down to just a line or 3. Also has anyone managed to get OTRS working with any of the CRM systems out there like Microsoft CRM or SugarCRM? 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 Web: http://www.cainetserv.com/

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still problems to receive mails
by Mercator GmbH 06 Apr '06

06 Apr '06

No answer yet, so I am posting this again... Since yesterday, I do NOT get ANY new mails with OTRS. I have NOT changed anything, neither on the server (my own one), nor in the config !!!! Just out of a sudden I don´t receive almost no mails... In the logfile I can see 2 or 3 mails, but on the server, there are still 130 mails that should have been downloaded from OTRS !!! I am still using a rather old version: 1.3.2 But without any problems until tonight!! I NEED to receive my mails!! I can send without any problems. WHAT could be wrong? Please contact me at: info(a)mercator.net Thanks, Marc

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Diff Between "Notifications" and "Auto Responses"
by KartheeK 06 Apr '06

06 Apr '06

Hello All, I am confused about the difference between "Notifications" and "Auto Responses". Anybody Please do clarify this for me. Regards, KartheeK --------------------------------- Jiyo cricket on Yahoo! India cricket Yahoo! Messenger Mobile Stay in touch with your buddies all the time.

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RE: [otrs] agents not receiving any new ticket notifications
by Isaac Gonzalez 06 Apr '06

06 Apr '06

I figured this out.... I needed to highlight the listings under my queues and then hit update. sorry for flagging this easy user error as a bug. The only other issue I also seem to be having is that the autoresponses are not working....but I will try and dig a tad deeper.. thanks for all the help. -Isaac ________________________________ From: otrs-bounces(a)otrs.org on behalf of Isaac Gonzalez Sent: Wed 4/5/2006 12:05 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] agents not receiving any new ticket notifications Christian, did you open the image that I attached previously? I just wanted to be sure that this was not abnormal before I reported it on bugzilla. As I said before, the "my queues" shows 0, but I can see other queues that have items in it. For example, the Raw queue currently has 7 in its queue. I have the Raw queue listed under "my queues" within my user preferences. But when I log into the admin section and look under the queues, the "my queues" count is at 0. I do see the raw queues listed underneath the "my queues", as in the picture, but not sure if the "my queues" should show a count or not. If it should, then this is probably why we aren't getting any agent notifications. ________________________________ From: otrs-bounces(a)otrs.org on behalf of Christian Schoepplein Sent: Wed 4/5/2006 2:15 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] agents not receiving any new ticket notifications Hello, On Tue, Apr 04, 2006 at 03:59:34PM -0700, Isaac Gonzalez wrote: >I think I found the problem. > >For some reason, nothing goes into "my queues"....(see attached) > >Even though I can see the ticket within a subqueues of this, the my queues count is at 0 even if I drop a ticket into a queue that is listed under my queues. Please open a bug report on this issue on http://bugs.otrs.org and add as many infos as possible. I try to reproduce the problem as fast as possible, but without the report I'll forget it for sure :(. So adding bugs into our bugzilla is the best way to report problems, even if we can respond lately. >Isaac Gonzalez Best regards and thank you very much for the help, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

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Changing the visibility of Queues
by Prafulla Kumar H.S. 06 Apr '06

06 Apr '06

Hi, Is it possible to configure queues in such a manner that only a specific person can see the requests submitted by the customers. Example: Queue Name is Finance Requirement: Only the user by name "Finance Manager" should be able to see the contents of the queue. Current Scenario: All the other users (ticket handlers) can see the requests received through this queue. Thanks, Prafulla

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RE: [otrs] agents not receiving any new ticket notifications
by Isaac Gonzalez 05 Apr '06

05 Apr '06

Christian, did you open the image that I attached previously? I just wanted to be sure that this was not abnormal before I reported it on bugzilla. As I said before, the "my queues" shows 0, but I can see other queues that have items in it. For example, the Raw queue currently has 7 in its queue. I have the Raw queue listed under "my queues" within my user preferences. But when I log into the admin section and look under the queues, the "my queues" count is at 0. I do see the raw queues listed underneath the "my queues", as in the picture, but not sure if the "my queues" should show a count or not. If it should, then this is probably why we aren't getting any agent notifications. ________________________________ From: otrs-bounces(a)otrs.org on behalf of Christian Schoepplein Sent: Wed 4/5/2006 2:15 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] agents not receiving any new ticket notifications Hello, On Tue, Apr 04, 2006 at 03:59:34PM -0700, Isaac Gonzalez wrote: >I think I found the problem. > >For some reason, nothing goes into "my queues"....(see attached) > >Even though I can see the ticket within a subqueues of this, the my queues count is at 0 even if I drop a ticket into a queue that is listed under my queues. Please open a bug report on this issue on http://bugs.otrs.org and add as many infos as possible. I try to reproduce the problem as fast as possible, but without the report I'll forget it for sure :(. So adding bugs into our bugzilla is the best way to report problems, even if we can respond lately. >Isaac Gonzalez Best regards and thank you very much for the help, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

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cron jobs
by Cody Grosskopf 05 Apr '06

05 Apr '06

I was looking through recent postings and saw some conversation about the cron jobs being installed. Just out of curiosity i was wondering what jobs are crucial? Which ones can i live with out. I am asking because for some reason i cannot get them to work all of them return errors saying permission denied i am almost 100 percent sure it is because the user that runs the job and the user that has permission to those files are different. Anyway about everyday i get about 1000+ messages in /var/mail/root saying Date: Wed, 5 Apr 2006 09:30:01 -0600 (MDT) From: Cron Daemon <root(a)fixit.wusd.org> To: root(a)localhost.wusd.org Subject: Cron <otrs@fixit> $HOME/bin/PostMasterPOP3.pl >> /dev/null /bin/sh: /opt/otrs/bin/PostMasterPOP3.pl: Permission denied any ideas?

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User Permissions: Close Only.
by Gian Marco Fenu 05 Apr '06

05 Apr '06

Hi all, Is there any way to have a user permission level that allow users to ONLY CLOSE pending tickets ? Thanks for support Gian Marco

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a few questions
by alan.mckeown＠joraph.com 05 Apr '06

05 Apr '06

Hello, We are investigating using OTRS as a helpdesk tool to manage some of our customers. There are just a few questions that I would like to ask in the first instance. 1 - I cannot find where you would add a 'customer' although you can add customer contacts (customer users). Are customers defined as groups? 2 - If I have 1 customer with say 5 sub divisions how would this best be set-up. 3 - is there a way to change the length of the ticket number ie remove that date field from it. best regards Alan. -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

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RE: [otrs] agents not receiving any new ticket notifications
by Isaac Gonzalez 05 Apr '06

05 Apr '06

I think I found the problem. For some reason, nothing goes into "my queues"....(see attached) Even though I can see the ticket within a subqueues of this, the my queues count is at 0 even if I drop a ticket into a queue that is listed under my queues. Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Isaac Gonzalez Sent: Tuesday, April 04, 2006 12:52 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] agents not receiving any new ticket notifications We are already using SMTP. Marc, we are not receiving any agent notifications at all. We have group support enabled, and the CustomerGroupAlwaysGroups are customers, users, and info. All users belong to the users group. When they create a ticket via the web interface, all the queues that they have available to send to are also members of the users group. When they send an email, it goes to the raw queue which is a member of the admin group. Even if I move a ticket to another agent's queue, we still do not receive a notification. Only customers are receiving their notifications. This is similar to Marc's reported bug, but still slightly different. -Isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jerome Alet Sent: Tuesday, April 04, 2006 11:50 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] agents not receiving any new ticket notifications On Tue, Apr 04, 2006 at 11:44:25AM -0700, Isaac Gonzalez wrote: > how would one check to see if this is already configured? Here are some lines from /etc/otrs/Kernel/Config.pm --- CUT --- $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'localhost'; $Self->{'SendmailModule::Port'} = '25'; --- CUT --- Replace 'localhost' with the hostname of your SMTP server. hoping this helps Jerome Alet _______________________________________________ OTRS mailing 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/

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RE: [otrs] agents not receiving any new ticket notifications
by Isaac Gonzalez 04 Apr '06

04 Apr '06

We are already using SMTP. Marc, we are not receiving any agent notifications at all. We have group support enabled, and the CustomerGroupAlwaysGroups are customers, users, and info. All users belong to the users group. When they create a ticket via the web interface, all the queues that they have available to send to are also members of the users group. When they send an email, it goes to the raw queue which is a member of the admin group. Even if I move a ticket to another agent's queue, we still do not receive a notification. Only customers are receiving their notifications. This is similar to Marc's reported bug, but still slightly different. -Isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jerome Alet Sent: Tuesday, April 04, 2006 11:50 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] agents not receiving any new ticket notifications On Tue, Apr 04, 2006 at 11:44:25AM -0700, Isaac Gonzalez wrote: > how would one check to see if this is already configured? Here are some lines from /etc/otrs/Kernel/Config.pm --- CUT --- $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'localhost'; $Self->{'SendmailModule::Port'} = '25'; --- CUT --- Replace 'localhost' with the hostname of your SMTP server. hoping this helps Jerome Alet _______________________________________________ OTRS mailing 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] agents not receiving any new ticket notifications
by Isaac Gonzalez 04 Apr '06

04 Apr '06

how would one check to see if this is already configured? ________________________________ From: otrs-bounces(a)otrs.org on behalf of Jerome Alet Sent: Tue 4/4/2006 11:34 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] agents not receiving any new ticket notifications On Tue, Apr 04, 2006 at 11:28:44AM -0700, Isaac Gonzalez wrote: > yes it is enabled. > > I should also add that agents do not receive notifications of new > tickets regardless of whether they are submitted via email or by the > customer web interface. They also do not receive notifications when > a ticket is moved into their queue. I triple checked to see if each > agent was set to receive these notifications and they are. I also > made sure that the queues that I am sending to/moving to are listed > under that agents' "my queues" section. I had the very same problem and it seems I fixed it by configuring OTRS to use my SMTP server instead of using the sendmail command directly. Hoping this helps bye Jerome Alet _______________________________________________ OTRS mailing 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] agents not receiving any new ticket notifications
by Isaac Gonzalez 04 Apr '06

04 Apr '06

yes it is enabled. I should also add that agents do not receive notifications of new tickets regardless of whether they are submitted via email or by the customer web interface. They also do not receive notifications when a ticket is moved into their queue. I triple checked to see if each agent was set to receive these notifications and they are. I also made sure that the queues that I am sending to/moving to are listed under that agents' "my queues" section. ________________________________ From: otrs-bounces(a)otrs.org on behalf of Marc Winiger Sent: Tue 4/4/2006 11:23 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] agents not receiving any new ticket notifications Hi Isaac Gonzalez wrote: > using otrs v.2.0.4 and no agents are receiving their notifications at > all. The customers are receiving their notifications however and mail is > going into the pop3 box just fine, so the smtp server is working. > > any ideas? Do you have CustomerGroupSupport enabled? Marc _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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agents not receiving any new ticket notifications
by Isaac Gonzalez 04 Apr '06

04 Apr '06

Hi, using otrs v.2.0.4 and no agents are receiving their notifications at all. The customers are receiving their notifications however and mail is going into the pop3 box just fine, so the smtp server is working. any ideas? thanks, Isaac

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RE: [otrs] FW: Not able to get Company Tickets to show up
by Brad Inscoe 04 Apr '06

04 Apr '06

Thanks Christian, that's what I thought. I originally had everyone using the same customer ID, however this makes it so the stats about time spent per customer will not work correctly. Thanks again for your quick response. -Brad -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: Tuesday, April 04, 2006 9:06 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FW: Not able to get Company Tickets to show up Hello, On Tue, Apr 04, 2006 at 08:33:22AM -0700, Brad Inscoe wrote: >As you can see on the following line: > >['UserCustomerIDs', 'CustomerIDs', 'description', 1, 1, 'var', '', 1], > >I have the UserCustomerIDs mapped to the description field in active >directory where I have the value "Company, UserID" and the company >tickets do no show up. You have to enter all customer IDs of all users of the company seperated by a semicolon into the description field. But maybe it would be easier to give all users from a company the same customer ID..., that will work also. >-Brad Regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

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FW: Not able to get Company Tickets to show up
by Brad Inscoe 04 Apr '06

04 Apr '06

I'm sorry, I accidentially sent the message prematurely.. As you can see on the following line: ['UserCustomerIDs', 'CustomerIDs', 'description', 1, 1, 'var', '', 1], I have the UserCustomerIDs mapped to the description field in active directory where I have the value "Company, UserID" and the company tickets do no show up. Can anyone tell me how to make this work? -Brad -----Original Message----- From: Brad Inscoe Sent: Tuesday, April 04, 2006 8:31 AM To: 'otrs(a)otrs.org' Subject: Not able to get Company Tickets to show up Hello All - Hopefully one of you will have a similar setup and can shed some light on the issue that I'm having. Thanks in advance for your help. I've setup Config.pm to Authenticate Customer Users using LDAP, however, since all of the Customer Users are from the same company I'm trying to make it so that any Customer can see all other customer's tickets in the Company Tickets view of the Customer Interface. Here is the mapping that I have set up: # Mapping for Customer Users $Self->{CustomerUser} = { Name => 'LDAP Customer User', Module => 'Kernel::System::CustomerUser::LDAP', Params => { }, CustomerKey => 'sAMAccountName', CustomerID => 'sAMAccountName', CustomerUserListFields => ['cn','mail'], CustomerUserSearchFields => ['sAMAccountName','cn','mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname','sn'], AdminSetPreferences => 0, Map => [ ['UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 1], ['UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 1], ['UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 1], ['UserEmail', 'Email', 'mail', 1, 1, 'var', '', 1], ['UserCustomerID', 'CustomerID', 'sAMAccountName', 0, 1, 'var', '', 1], ['UserOrganization', 'Organization', 'company', 1, 1, 'var', '', 1], ['UserCustomerIDs', 'CustomerIDs', 'description', 1, 1, 'var', '', 1], ], }; As you can see on this line: Brad Inscoe IT Manager Automotive Lease Guide (ALG), Inc. www.alg.com Voice: (805) 563-0777 x 119 Email: binscoe(a)alg.com Fax: (805) 435-3775

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Not able to get Company Tickets to show up
by Brad Inscoe 04 Apr '06

04 Apr '06

Hello All - Hopefully one of you will have a similar setup and can shed some light on the issue that I'm having. Thanks in advance for your help. I've setup Config.pm to Authenticate Customer Users using LDAP, however, since all of the Customer Users are from the same company I'm trying to make it so that any Customer can see all other customer's tickets in the Company Tickets view of the Customer Interface. Here is the mapping that I have set up: # Mapping for Customer Users $Self->{CustomerUser} = { Name => 'LDAP Customer User', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'alg.hq', BaseDN => 'DC=ALG,DC=HQ', SSCOPE => 'sub', UserDN => 'cn=Administrator,cn=Users,dc=ALG,dc=HQ', UserPw => 'algmango' }, CustomerKey => 'sAMAccountName', CustomerID => 'sAMAccountName', CustomerUserListFields => ['cn','mail'], CustomerUserSearchFields => ['sAMAccountName','cn','mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname','sn'], AdminSetPreferences => 0, Map => [ ['UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 1], ['UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 1], ['UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 1], ['UserEmail', 'Email', 'mail', 1, 1, 'var', '', 1], ['UserCustomerID', 'CustomerID', 'sAMAccountName', 0, 1, 'var', '', 1], ['UserOrganization', 'Organization', 'company', 1, 1, 'var', '', 1], ['UserCustomerIDs', 'CustomerIDs', 'description', 1, 1, 'var', '', 1], ], }; As you can see on this line: Brad Inscoe IT Manager Automotive Lease Guide (ALG), Inc. www.alg.com Voice: (805) 563-0777 x 119 Email: binscoe(a)alg.com Fax: (805) 435-3775

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OTRS Installation:: Apache/mysql Performance
by KartheeK 04 Apr '06

04 Apr '06

Hello All, I have now been using OTRS for 8 months, our installation has about 3,00,000 tickets. There are about 3000 tickets created a day by 300 concurrent. The total size of the database(mysql)is 2GB. At any time there are atleast 5000 Open tickets in the system. As both the DB and concurrent users are increasing day by day, I was wondering if I should tweak apache?? Any Idea of what needs to be tweaked in Apache? Anybody with a similar installation size?, please share thoghts. I have already done: http://doc.otrs.org/2.0/en/html/c1615.html#performance-tuning-otrs-storage Any further things I should do? Please guide me. Regards KartheeK __________________________________________________________ Yahoo! India Matrimony: Find your partner now. Go to http://yahoo.shaadi.com

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Sending out mail in OTRS
by Nic Mertens 04 Apr '06

04 Apr '06

Hi, I was wondering if the OTRS software allows agent to send out mails to customers on their own initiative and if these mails contain automatically a ticketnumber? I walked through the manuals but didn't find any info on this. I'm looking for a trouble ticket system, not only to respond to customers questions but also to contact or give info to customers (no bulk mails!) and include a ticketnumber at the moment of sending. If OTRS can do this, my choice will be made immediately ;) Thank you, Nic

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move_into permission
by Alex Mihicinac 04 Apr '06

04 Apr '06

Hello, I have strange problem. After adding new user, he is not able to see all queues in "Change queue" dropdown box. He has the same settings like more than 30 users, but they can see all queues correctly. Only difference is, that they were createdit in earlier versions of OTRS and were pass trough with upgrades, he was added as new user trough admin menu. While trubleshuting this problem, I got disturbed with this table: ro Read only access to the ticket in this group/queue. move_into Permissions to move tickets into this group/queue. create Permissions to create tickets in this group/queue. owner Permissions to change the ticket owner in this group/queue. priority Permissions to change the ticket priority in this group/queue. rw Full read and write access to the tickets in this group/queue. It shows more permissions, that I can actually see in admin menu (there are only ro & rw). Maybe this is the root of the problem? I'm using OTRS 2.0.2 Hints more than welcome! TIA, Alex

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Panic! No UserData!!!
by Nicholas, Grant 04 Apr '06

04 Apr '06

I have set up the Customer side to authenticate through AD which it is doing from the log: Tue Apr 4 17:53:58 2006 notice OTRS-CGI-10 CustomerUser: grant.nicholas authentification ok However the all the login page shows is Panic! No UserData!!! I have already created a user with the same name and given them admin rights any idea? Grant Nicholas

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RE: Customer Screen (Logon)
by Tom French 04 Apr '06

04 Apr '06

Nils, I figured where to make the changes... Added the image to here: C:\OTRS\otrs\var\httpd\htdocs\images\Standard\ That did what I needed. Thanks Tom

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