- otrs - OTRS mailing lists

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

04 Apr '06

Nils, Is there any place, like in customerheader.dtl that I can add a Company Graphic across the top.? What path are the graphics stored. I looked for otrs-web/images and could not find the directory. Danke Tom

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problems after upgarde
by Jerome Alet 03 Apr '06

03 Apr '06

Hi there, I'm running OTRS v2.0.4p01-4 under Debian Etch which has been upgraded from Sarge with OTRS v1.x on it. I manually upgraded the PostgreSQL database schema because this wasn't done during the automatic upgrade, and all seems to work fine, excepted the notifications. If I create a ticket by sending an email to otrs@mydomain, the ticket is created and put in the correct queue. So it seems that procmail is correctly launched and PostMaster.pl correctly parses the message. If I login as a fake customer user and create a ticket it is created correctly and viewable when I login as a normal user. If when logged as a normal user I answer a ticket by email, the message is sent correctly to the customer user. BUT normal users are never notified that a new ticket has been created, which renders OTRS in fact unusable. If while logged in as the admin I send an admin notification, it is correctly sent to normal users though. I've checked my mail server logs and nothing gets sent. If when logged as an admin I view the system log, I've got : "OTRS-PM-10 Sent agent 'NewTicket' notification to 'user@mydomain'." So it appears that OTRS "believes" that it has sent the notification but in fact wasn't able to do this. I use Exim as the outgoing SMTP server, and nothing appears in mainlog, rejectlog or paniclog, so OTRS fails somewhere before the notification gets sent. Any idea of what I should do to manually send a fake notification to diagnose the problem further ? Thanks in advance for any help bye Jerome Alet

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Assigning ticket owner on ticket creation
by Jon H 03 Apr '06

03 Apr '06

Hello all, I was not able to solve my previous issue: >> I setup a generic agent to assign new tickets from a certain user to >> change the owner to another user. When I save the agent, it warns me that >> 35 tickets will be effected. >> >> >> >> However when I click "Run now", none of the tickets are changed. I tried >> something as simple as assigning all new tickets a user and even that >> doesn't work. I see in the system log that the agent is running every ten >> minutes, but it still does not make any changes. >> >> >> >> Could this be a permission problem of some sort? Any advice is greatly >> appreciate. Thank you, Therefore I was wondering if there is a way to automatically assign ownership to the same person on any tickets that are created when sent in via email. I have set up about 20 rules to correctly place them in queues, but there does not appear to be any kind of line I can put in there that would assign ownership as well. Any suggestions? Thanks! - Jon

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System Log in Windows OTRS setup
by Jurgen de Wijs 03 Apr '06

03 Apr '06

We have succesfully installed OTRS and are now currently testing if it can be used for our aftersales system. We currently have one situation: The System Log in the Admin menu is not working. We have installed OTRS 2.0.4 on a windows machine using the installer. Is there any config change required to make this work? Regards, Jurgen de Wijs - jdewijs(a)gmail.com

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Password
by Cody Grosskopf 03 Apr '06

03 Apr '06

Is there a way to make it so that all the users you create automatically get the same password?

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OTRS features
by Jan Stanik 03 Apr '06

03 Apr '06

Hi all, I work for ISP (GTSNextra) in Slovakia and we are looking for new troubleticketing system. OTRS is one of hot candidates to satisfy our needs. I have a few questions to ensure that OTRS is the best for us: 1. Assign ticket to group - we prefer to assign the ticket to group not to agent. We have the teams of specialists who can handle the dedicated queues and every agent within that team should have the possibility to change status of ticket, create note etc. Is it posssible in OTRS? 2. Workflow - is there some workflow in OTRS? How can I set it up? 3. Notifications - is it possible to notify a group of agents not only the owner of ticket when the status of ticket has changed? Thank you for the answers. Best regards, Jan

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Use of uninitialized value in split
by Graham Leggett 02 Apr '06

02 Apr '06

Hi all, After configuring OTRS v2.0.4 to receive email from a POP mailbox, I am getting the following emailed to me from cron: Use of uninitialized value in split at /opt/otrs/Kernel/System/Ticket/Number/DateChecksum.pm line 51. The message I sent was otherwise delivered successfully. The code in question seems to be involved with a counter of some kind. Is this something I should worry about? Regards, Graham --

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RE: [otrs] Found no $QueueID for .....
by Ross Tsolakidis 02 Apr '06

02 Apr '06

Hello again :) Can anyone point me in the right direction with the issue below ? Still having problems and I am no closer to a solution, thank again ! Regards, Ross -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ross Tsolakidis Sent: Wednesday, 29 March 2006 4:44 PM To: otrs(a)otrs.org Subject: [otrs] Found no $QueueID for ..... Hello, We are running otrs verson 1.3.2 Debian package. Everything seems to be working well except when we try and run reports. When our support staff go into the "Stats Area" and try to generate a report, the syslog fills with errors such as: Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for<subject of the ticket> And the browser eventually times out. Any ideas ? Thanks, Ross. _______________________________________________ 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/ DISCLAIMER: This e-mail and any files transmitted with it may be privileged and confidential, and are intended only for the use of the intended recipient. If you are not the intended recipient or responsible for delivering this e-mail to the intended recipient, any use, dissemination, forwarding, printing or copying of this e-mail and any attachments is strictly prohibited. If you have received this e-mail in error, please REPLY TO the SENDER to advise the error AND then DELETE the e-mail from your system. Any views expressed in this e-mail and any files transmitted with it are those of the individual sender, except where the sender specifically states them to be the views of our organisation. Our organisation does not represent or warrant that the attached files are free from computer viruses or other defects. 3/4/2006 The user assumes all responsibility for any loss or damage resulting directly or indirectly from the use of the attached files. In any event, the liability to our organisation is limited to either the resupply of the attached files or the cost of having the attached files resupplied.

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RE: [otrs] FQDN
by Tom French 02 Apr '06

02 Apr '06

Nils, I know what a FQDN is, I guess my question was not specific enough. I want to change the file (code) that sends the email, so I can put The required IP or UNC name. We do not have this hosted on our website, it is Behind our firewall and will not be on a public IP. So if I could find the code section that sends the email to a customer or agent Telling them they can view or adjust this ticket by clicking on the link in the email. I believe my issue will be resolved. Thanks -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Friday, March 31, 2006 9:07 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FQDN Tom French wrote: > The above FQDN is NOT what I want. I need to use a static ip > 192.168.111.31 or server1 as the FQDN. Neither is a fully qualified domain name. A FQDN would be something like server1.deicoprs.net. 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] FQDN
by Tom French 02 Apr '06

02 Apr '06

UPDATE. I found where the file is that lets me manually set a UNC. IT was in OTRS/otrs/Kernel-->config.pl Problem solved, and fixed. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tom French Sent: Sunday, April 02, 2006 11:55 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] FQDN Nils, I know what a FQDN is, I guess my question was not specific enough. I want to change the file (code) that sends the email, so I can put The required IP or UNC name. We do not have this hosted on our website, it is Behind our firewall and will not be on a public IP. So if I could find the code section that sends the email to a customer or agent Telling them they can view or adjust this ticket by clicking on the link in the email. I believe my issue will be resolved. Thanks -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Friday, March 31, 2006 9:07 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FQDN Tom French wrote: > The above FQDN is NOT what I want. I need to use a static ip > 192.168.111.31 or server1 as the FQDN. Neither is a fully qualified domain name. A FQDN would be something like server1.deicoprs.net. Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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No wildcard in search form for Division field
by Johan Gotting 31 Mar '06

31 Mar '06

Hi, Does anyone know how to use wildcard in the search form for the division-field. I've managed to use wildcards for the ticket ID but not for division. Thanks in advance. /Johan

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FQDN
by Tom French 31 Mar '06

31 Mar '06

When a email gets sent for notification of a ticket being opened. i.e.: Hi Sean, a ticket [2006033010000024] is assigned to you by "Tom French". Comment: http://itsupport.deicorp.net/otrs/index.pl?Action=AgentZoom&TicketID=7 Your OTRS Notification Master The above FQDN is NOT what I want. I need to use a static ip 192.168.111.31 or server1 as the FQDN. In the sysconfig area under Framework:core, I see the FQDN field. But am unable to make it stay to what I want after I hit Update. Any ideas.? 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.

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Server Confuguration Help
by Onsite Services 31 Mar '06

31 Mar '06

Hi, I am able to install otrs on debian sarge, but I am having some trouble figuring out the email part of things. I'm not sure how to get the system to send/receive emails (I don't have a local mail server so I'd like to use my isp or another email account) My Isp will filter any sort of sendmail activity because they think that the machine is a zombie. I'll be hosting this out of my home for now with a dynamic WAN IP perhaps using dyndns or something to make it available to clients later but that's a seperate issue for now. Can anyone provide any assistance or suggestions ? -- David Frohwerk

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Admin users
by Tom French 31 Mar '06

31 Mar '06

I would like to make another two users to be able to have ADMIN access to the OTRS. Can someone tell me if just adding them to the admin group is enough. Reason I ask, is I was the 2nd user added, and I see tickets in queue that the 3rd and 4th user do not see. I added the 3rd and 4th user to the admin group, just not sure how to adjust this. 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.

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Finding the Ticket#
by Varsani, Rajendrakumar (PSD) 31 Mar '06

31 Mar '06

Hi folks, We're trying to work out what kind of calls and how many calls we get before 9am as management is considering moving our HelpDesk time from a 9am start to an 8:30am start(!) We've created some SQL along the lines of: SELECT id, create_time, FROM ticket WHERE HOUR(create_time) < 9; Which gives us 155 or so rows of data. However, how do I find out the Ticket Number for each of the ID and CREATE_TIME pairs returned? We've looked at the E-R diagram but are baffled! Any help much appreciated. Rajendrakumar Varsani Tel: 01904 455805 Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

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Oracle installation: ORA-00972 identifier is too long
by Thorne Lawler 30 Mar '06

30 Mar '06

Hi OTRS folks, Just sending this again in case it didn't reach the list the first time, since I have had no reply, and haven't even received a copy of my own message... I am having difficulty installing OTRS into an Oracle DB. The otrs-schema.oracle.sql script finishes, but produces some errors which worry me: >>>>>>COPY>>>>>> CREATE INDEX article_message_id ON article (a_message_id) * ERROR at line 1: ORA-01450: maximum key length (3218) exceeded <<<<<<COPY<<<<<< and >>>>>>COPY>>>>>> ALTER TABLE standard_response_attachment ADD CONSTRAINT standard_response_attachment_PK PRIMARY KEY (id) * ERROR at line 1: ORA-00972: identifier is too long DROP SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE OR REPLACE TRIGGER standard_response_attachment_seq_t * ERROR at line 1: ORA-00972: identifier is too long <<<<<<COPY<<<<<< After this, initial_insert.sql bombs out horribly, so I assume it's finding some discrepancy with the tables created by the above. Particularly worrying is the "ORA-00972: identifier is too long", since Oracle support says: "Cause: The name of a schema object exceeds 30 characters. Schema objects are tables, clusters, views, indexes, synonyms, tablespaces, and usernames. Action: Shorten the name to 30 characters or less." Is there something I need to change? If so, where and how do I change it? I have seen one query just like this posted by Florent Guiliani, and I mailed F.G. directly but got no reply. The answer he recieved on-list was a little cryptic... Thanks in advance. -- _________________________________ Thorne Lawler Systems Administrator t: +61 3 8329 2026 f: +61 3 9326 7588 e: thorne.lawler(a)microlistics.com.au Microlistics A Dawson Group Company www.microlistics.com.au _________________________________

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customer_id change
by sharif islam 30 Mar '06

30 Mar '06

I needed to change the customer_id from an existing user. This is what I did: (2.0.1) 1) Create a new user 2) Disabled the old one 3) Transferred the existing ticket to the new id. mysql> update ticket set customer_id='new_id' where customer_id='old_id'; 4) Now the email address is still pointing to old_id@email. For that I need to update the article table. Is there a better way to handle this? thanks. --sharif

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CustomerUser::DB MS SQL Server probs
by Patrick McEvoy 30 Mar '06

30 Mar '06

Hi folks, I have got a clean copy of OTRS running all fine using mysql. I want to connect to a MSSQL db to get customer details. I've seen the other post on here about it and have done the same things. However it's throwing an error.... ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: freebsd Time: Wed Mar 29 22:58:36 2006 Message: Unknown database type! Set option Database::Type in Kernel/Config.pm to (mysql|postgresql|maxdb|oracle|db2|mssql). Traceback (38439): Module: Kernel::System::DB::new (v1.47) Line: 145 Module: Kernel::System::CustomerUser::DB::new (v1.36) Line: 56 Module: Kernel::System::CustomerUser::new (v1.22) Line: 80 Module: Kernel::System::Ticket::new (v1.194) Line: 124 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 181 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 [Wed Mar 29 22:58:36 2006] [error] at /opt/otrs//Kernel/System/CustomerUser/DB.pm line 56.\n I clearly don't want to set that option for the main mysql db otrs uses only for the connection to the customer db. I've added the line below which clears the error, but I'm still working on fixing ODBC errors/probs, no idea yet if related. Type => 'mysql' in Kernel/System/CustomerUser/DB.pm Thoughts? TIA -- Kind regards C D Patrick McEvoy ViaVillas Limited Managing Director email patrick(a)viavillas.com mobile 07905775504 -- ViaVillas Limited Elmfield, 229 Bury Road, Rossendale, BB4 6DJ Tel: 08700634893 - Fax: 08712362513 Email: support(a)viavillas.com - Web: http://www.viavillas.com/ Company Number : 4641179 - VAT Number : GB 815 6385 17 --

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sub queues not listed in 'queue view'
by mike conigliaro 30 Mar '06

30 Mar '06

hi, at the top of the page in the 'queue view' section, i noticed that subqueues are not displayed in the list of queues. only the name of the parent queue is shown (along with the sum of all tickets in the child queues). is there a way to show the child queues too? thanks in advance. -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

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Upgrade from 2.0.0 beta 2 to 2.0.4
by Marcus Hopwood 30 Mar '06

30 Mar '06

There don't appear to be any specific instructions regarding upgarding from 2.0.0 beta X to 2.0.4 - does anyone have any advice on this? Thanks, Marcus

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RE: [otrs] RO can't view tickets
by Gordon O'Brien 30 Mar '06

30 Mar '06

It worked! Thank you Alex. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: 29 March 2006 06:00 To: User questions and discussions about OTRS.org Subject: Re: [otrs] RO can't view tickets Hi Gordan, Gordon O'Brien schrieb: > Thanks Alex > > I have trawled through the archive and Defaults.pm and the only thing that I can find that might have something to do with it is: > # ------------------------------------------------------ > # system permissions > # ------------------------------------------------------ > $Self->{'System::Permission'} = ['ro', 'rw']; > $Self->{'System::Customer::Permission'} = ['ro', 'rw']; > # ------------------------------------------------------ > > This still doesn't really give me any idea how to solve my problem. I didn't try it, but ahve a look to Ticket::QueueViewAllPossibleTickets Setting this to yes should result in the fact that it's not necessary to have RW-rights on queues to view tickets, RO-right should be enough. > Thanks > Gordon Bye, Alex > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler > Sent: 28 March 2006 13:20 > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] RO can't view tickets > > Hi Gordon, > > Gordon O'Brien schrieb: >> I am trying to set up a user to have read only (ro) access to a subset >> of queues. When I just grant them ro permissions they can see the queue >> name and the number of tickets in the queue but cannot actually view the >> tickets. If I grant them rw they can view the tickets but I don't want >> them to have write permissions. > > This is the default behavior your described. > > You have to set a certain config-parameter to grant ticket-access to > agent that only have RO-rights. > This was mentioned a view weeks ago (in german or english mailing list). > > If you have problems finding the right parameters, let me know. > I then have to take a closer look... > > 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/ --- Inbound email: This email has been scanned for all viruses by MessageLabs (MSQ)

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OTRS advanced training between 03/05/2006 and 05/05/2006 (German)
by Stefan Rother 29 Mar '06

29 Mar '06

Good evening, between 03/05/2006 and 05/05/2006 at Linux-Hotel again takes place a German OTRS advanced training. I would like to tell it in this round, because I think not all people have notice it bevor. Here you have the chance to expert all about OTRS in a small group. The advanced training extend 3 days and who now the Linux Hotel, says that is a lovely place.:) advanced training topics: - Configure the OTRS server. - Spezial config options and how can I use it. - Aim and accomplish backup- and restore procedures. - Customize the OTRS webinterfaces. Generate own webforms for customer ticket interface. Generate own reports and stats. - Time for miscellaneous themes and spezial questions. Training informations and informations about the location you could found here: http://www.linuxhotel.de/kurs/otrs/index.html Thanks for your help!:) I wish a nice day, Stefan Rother ((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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Found no $QueueID for .....
by Ross Tsolakidis 29 Mar '06

29 Mar '06

Hello, We are running otrs verson 1.3.2 Debian package. Everything seems to be working well except when we try and run reports. When our support staff go into the "Stats Area" and try to generate a report, the syslog fills with errors such as: Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for<subject of the ticket> And the browser eventually times out. Any ideas ? Thanks, Ross. DISCLAIMER: This e-mail and any files transmitted with it may be privileged and confidential, and are intended only for the use of the intended recipient. If you are not the intended recipient or responsible for delivering this e-mail to the intended recipient, any use, dissemination, forwarding, printing or copying of this e-mail and any attachments is strictly prohibited. If you have received this e-mail in error, please REPLY TO the SENDER to advise the error AND then DELETE the e-mail from your system. Any views expressed in this e-mail and any files transmitted with it are those of the individual sender, except where the sender specifically states them to be the views of our organisation. Our organisation does not represent or warrant that the attached files are free from computer viruses or other defects. 29/3/2006 The user assumes all responsibility for any loss or damage resulting directly or indirectly from the use of the attached files. In any event, the liability to our organisation is limited to either the resupply of the attached files or the cost of having the attached files resupplied.

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RE: [otrs] RO can't view tickets
by Gordon O'Brien 29 Mar '06

29 Mar '06

Thanks Alex I have trawled through the archive and Defaults.pm and the only thing that I can find that might have something to do with it is: # ------------------------------------------------------ # system permissions # ------------------------------------------------------ $Self->{'System::Permission'} = ['ro', 'rw']; $Self->{'System::Customer::Permission'} = ['ro', 'rw']; # ------------------------------------------------------ This still doesn't really give me any idea how to solve my problem. Thanks Gordon -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: 28 March 2006 13:20 To: User questions and discussions about OTRS.org Subject: Re: [otrs] RO can't view tickets Hi Gordon, Gordon O'Brien schrieb: > I am trying to set up a user to have read only (ro) access to a subset > of queues. When I just grant them ro permissions they can see the queue > name and the number of tickets in the queue but cannot actually view the > tickets. If I grant them rw they can view the tickets but I don't want > them to have write permissions. This is the default behavior your described. You have to set a certain config-parameter to grant ticket-access to agent that only have RO-rights. This was mentioned a view weeks ago (in german or english mailing list). If you have problems finding the right parameters, let me know. I then have to take a closer look... 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/ --- Inbound email: This email has been scanned for all viruses by MessageLabs (MSQ)

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customer preferences
by Alexander Kardailsky 28 Mar '06

28 Mar '06

Dear otrs, Is it possible to change customer's first/last name on customers frontend? By default there is only password changing. Thanks. -- Best regards, Alexander

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LDAP Customer ticket view group
by Tojo RANDRIANAIVOJAONA 28 Mar '06

28 Mar '06

Hello ! I use LDAP Backend and I'd like that a customer can see ticket created by all customers . The method with a DB Backend is to attribute the same "Customer Number" (CustomerID => 'customer_id') for all customers. With LDAP, the initial Config.pm contains CustomerID => 'mail' So, I understand that anybody cannot see any tickets. Then, I changed to CustomerID => 'o' ( 'o' have the same value for all customers). But the problem persists !! I already sought the solution in the forum but I did not find Thanks in advance for any help Tojo Randrianaivojaona 18, rue Fouré c.319 44 000 NANTES Tel: 06 33 56 94 84 ra_tojo(a)yahoo.fr Tojo.Randrianaivojaona(a)polytech.univ-nantes.fr

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RO can't view tickets
by Gordon O'Brien 28 Mar '06

28 Mar '06

I am trying to set up a user to have read only (ro) access to a subset of queues. When I just grant them ro permissions they can see the queue name and the number of tickets in the queue but cannot actually view the tickets. If I grant them rw they can view the tickets but I don't want them to have write permissions. Any help would be appreciated. Thanks

2 1

Tickets with attachments
by Danie 28 Mar '06

28 Mar '06

Hi All , We are experiencing intermittent problems with certain tickets with attachments. Some get sent , and some the browser just sits at a certain percentage and the ticket does not get forwarded/replied to. Is anyone else experiencing such problems? Any possible solutions? I checked the System Log and could not find and traceable errors. Thank you in advance.

3 2

CustomerStatusView.dtl - add create_time column
by Omar Speranza 28 Mar '06

28 Mar '06

I'm modifying CustomerStatusView.dtl following the Christian istructions... Now I would like to add two column - the ticket create time - the ticket work unit is possibile to do that? I can't find the var that contains the create time... for example... $Data{"Owner"} $Data{"State"} $Data{"CustomerID"}.... -- ~omar

1 0

customer.pl frontend - remove queue column
by Omar Speranza 28 Mar '06

28 Mar '06

Is possible to hide the queue column in customer.pl frontend? In other words... I would like to show the ticket subject and all other info but not the queue name... -- ~omar

2 2

otrs & Windows 2003 server
by Trasschaert Karl 27 Mar '06

27 Mar '06

Hi everybody, I would like to install otrs on a windows 2003 Server with exchange & TS on it. can i do that without risk? i don't use the iis but sometime we use web interface for exchange, will otrs cause problem or conflict with that on not? thx For your help Karl

2 3

Generic Agent does not work
by Jon H 27 Mar '06

27 Mar '06

Hello all, I setup a generic agent to assign new tickets from a certain user to change the owner to another user. When I save the agent, it warns me that 35 tickets will be effected. However when I click "Run now", none of the tickets are changed. I tried something as simple as assigning all new tickets a user and even that doesn't work. I see in the system log that the agent is running every ten minutes, but it still does not make any changes. Could this be a permission problem of some sort? Any advice is greatly appreciate. Thank you, - Jon

2 3

Signature to a agent
by Gawliczek Paweł 27 Mar '06

27 Mar '06

Hi, in our comapny we have several agents using OTRS system ( it is really great ! ). We have one question: How to assign signature to an agent - not queue ? Cheers Pawel

3 5

Oracle installation: ORA-00972 identifier is too long
by Thorne Lawler 26 Mar '06

26 Mar '06

Hi OTRS folks, Just sending this again in case it didn't reach the list the first time, since I have had no reply, and haven't even received a copy of my own message... I am having difficulty installing OTRS into an Oracle DB. The otrs-schema.oracle.sql script finishes, but produces some errors which worry me: >>>>>>COPY>>>>>> CREATE INDEX article_message_id ON article (a_message_id) * ERROR at line 1: ORA-01450: maximum key length (3218) exceeded <<<<<<COPY<<<<<< and >>>>>>COPY>>>>>> ALTER TABLE standard_response_attachment ADD CONSTRAINT standard_response_attachment_PK PRIMARY KEY (id) * ERROR at line 1: ORA-00972: identifier is too long DROP SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE OR REPLACE TRIGGER standard_response_attachment_seq_t * ERROR at line 1: ORA-00972: identifier is too long <<<<<<COPY<<<<<< After this, initial_insert.sql bombs out horribly, so I assume it's finding some discrepancy with the tables created by the above. Particularly worrying is the "ORA-00972: identifier is too long", since Oracle support says: "Cause: The name of a schema object exceeds 30 characters. Schema objects are tables, clusters, views, indexes, synonyms, tablespaces, and usernames. Action: Shorten the name to 30 characters or less." Is there something I need to change? If so, where and how do I change it? I have seen one query just like this posted by Florent Guiliani, and I mailed F.G. directly but got no reply. The answer he recieved on-list was a little cryptic... Thanks in advance. -- _________________________________ Thorne Lawler Systems Administrator t: +61 3 8329 2026 f: +61 3 9326 7588 e: thorne.lawler(a)microlistics.com.au Microlistics A Dawson Group Company www.microlistics.com.au _________________________________

1 0

Oracle installation: ORA-00972 identifier is too long
by Thorne Lawler 26 Mar '06

26 Mar '06

Hi OTRS folks, Just sending this again in case it didn't reach the list the first time, since I have had no reply, and haven't even received a copy of my own message... I am having difficulty installing OTRS into an Oracle DB. The otrs-schema.oracle.sql script finishes, but produces some errors which worry me: >>>>>>COPY>>>>>> CREATE INDEX article_message_id ON article (a_message_id) * ERROR at line 1: ORA-01450: maximum key length (3218) exceeded <<<<<<COPY<<<<<< and >>>>>>COPY>>>>>> ALTER TABLE standard_response_attachment ADD CONSTRAINT standard_response_attachment_PK PRIMARY KEY (id) * ERROR at line 1: ORA-00972: identifier is too long DROP SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE OR REPLACE TRIGGER standard_response_attachment_seq_t * ERROR at line 1: ORA-00972: identifier is too long <<<<<<COPY<<<<<< After this, initial_insert.sql bombs out horribly, so I assume it's finding some discrepancy with the tables created by the above. Particularly worrying is the "ORA-00972: identifier is too long", since Oracle support says: "Cause: The name of a schema object exceeds 30 characters. Schema objects are tables, clusters, views, indexes, synonyms, tablespaces, and usernames. Action: Shorten the name to 30 characters or less." Is there something I need to change? If so, where and how do I change it? I have seen one query just like this posted by Florent Guiliani, and I mailed F.G. directly but got no reply. The answer he recieved on-list was a little cryptic... Thanks in advance. -- _________________________________ Thorne Lawler Systems Administrator t: +61 3 8329 2026 f: +61 3 9326 7588 e: thorne.lawler(a)microlistics.com.au Microlistics A Dawson Group Company www.microlistics.com.au _________________________________

1 0

Confusion: admin users, LDAP user database support
by Graham Leggett 25 Mar '06

25 Mar '06

Hi all, Having just installed a new instance of OTRS, I installed and configured it against a Postgres database, and after install I was able to log in using the default root@localhost user. I then tried to add the "CustomerUser' variable to the config file to authenticate against LDAP. I am now unable to log in at all. There are a number of points I could not find stated anywhere obvious in the manual: - There seem to be "admins", "agents" and "customers". Can you authenticate all three against LDAP? Only customers against LDAP? The manual imples only customers can be authenticated against LDAP, but then when I turned on customer authentication, agent authentication stopped working. - If agent auth is supported against LDAP, how does the initial admin user get set up (if any)? Must I create a user in my LDAP directory called root@localhost? How do I create additional admins? - If basic authentication is switched on, which parts of the /otrs/ directory needs to be protected with basic authentication? The entire directory? Only customer.pl? I am using OTRS v2.0.4. Regards, Graham --

2 3

OTRS login: "redirection limit for this URL exceeded"
by Graham Leggett 25 Mar '06

25 Mar '06

Hi all, Another problem I am having with my OTRS install: Having dumped the database and started again, and am having a further problem with login. After entering your login details, the message "Redirection limit for this URL exceeded. Unable to load the requested page. This may be caused by cookies that are blocked." is displayed by the browser (Mozilla). A look in the access log shows this line repeated over and over: 196.31.24.162 - - [25/Mar/2006:09:07:23 -0600] "GET /otrs/index.pl?&Session=10ec825a265cbeacb4730c1ed8af65b286 HTTP/1.1" 302 107 "https://yyy/otrs/index.pl" "Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.7.12) Gecko/20060130 Red Hat/1.7.12-1.4.2" All lines have differing session ids. I have checked the browser cookie settings, and these are set to the default setting (allow cookies based on privacy settings). Changing the cookie setting to "allow all" makes no difference. Has anybody seen this behaviour before? Regards, Graham --

1 1

RE: [otrs] otrs & Windows 2003 server
by Isaac Gonzalez 25 Mar '06

25 Mar '06

we have it installed as same server as iis 5 and don't have troubles. you just need to add another ip to the server and configure apache to listen to that ip....then create an "a" record that points to that ip. -Isaac ________________________________ From: otrs-bounces(a)otrs.org on behalf of Christian Schoepplein Sent: Fri 3/24/2006 11:49 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] otrs & Windows 2003 server Hello Karl, On Fri, Mar 24, 2006 at 04:45:55PM +0000, Trasschaert Karl wrote: >I would like to install otrs on a windows 2003 Server with exchange & TS on >it. > >can i do that without risk? >i don't use the iis but sometime we use web interface for exchange, will >otrs cause problem or conflict with that on not? If you use the windows installer of OTRS, also apache is installed on your machine. Apache listens on port 80 and that will conflict with a installed IIS or another webservice that also runs on port 80. I'd turn of all web service during the installation of OTRS and change the port of apache to 81 or what ever after installation is finished. After apache is restarted, you can access via http://localhost:81/otrs/index.pl and all other web services work on port 80 as usual. >Karl Best 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!

1 0

FAQ linking
by Dave Hill 24 Mar '06

24 Mar '06

Hi Is FAQ linking documented anywhere? There are three types of FAQ link, Normal, Parent and Child, but what is the difference and what are they useful for? FAQ links only seem to be displayed on the Agent's view, not on the Customer's view - is there a config. option to enable this? I'm using OTRS 2.0.4. Dave Hill -- Dave Hill Newnham Research Ltd

2 2

Ticket Escalation Configuration Issue
by sudhanshu chopra 24 Mar '06

24 Mar '06

Hi All, Hello brother out ther. Can anybody help me in configuring Ticket Escalation???? How to configure Generic agent?? I have gone through the documentation present in otrs.org. but it didn't helped me. So help me????? Regards Sudhanshu Chopra

2 1

Auto Reject?
by shawn.beasley＠dlh.de 24 Mar '06

24 Mar '06

Hello @ all, I have found an article describing how to reject emails, (http://lists.otrs.org/pipermail/otrs-de/2006-February/005636.html ) and this works well. My question is I want to reject an email based on missing information, but at the same time accept all tickets with this queue. i.e. email received by popmaster.pl if body contains Unumber Uxxxxxx - format U Plus six digits WSnumber WSxxxxxx - format WS Plus six digits Create ticket && auto default response Elif subject contains ticket number Ticket followup Else: body does not contain Unumber Uxxxxxx - format U Plus six digits WSnumber WSxxxxxx - format WS Plus six digits Do not create ticket && auto reject response Does this make sense? Can some one give me more information? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 Tel. +49 6543 983 113

2 1

info install otrs
by Trasschaert Karl 24 Mar '06

24 Mar '06

Hello all, I would like to install otrs, but i think it's a automated install, isn't it? Is it possible to install it to a server where there is already some website on it? if yes how can i do it to not delete the site already installed? did apt-get install otrs reinstall apache etc or will it only install otrs in a folder? Thx

2 1

Display freetext fields in a search....
by Davis, Gary H 24 Mar '06

24 Mar '06

I am still trying to find a way to display freetext fields during a standard search. I think in my previous notes - I forgot to mention that I am still running 1.3. I notice that in the new 2.0.4 install it is possible to display the freetext fields, but we are running the windows version ... and it appears that we may not migrate for at least another 3 months - or until 2.0.4 for windows is brought up to all the changes that are being done for UNIX / LINUX. I have a critical need to solve this problem by the first of April as some reports need to be generated to prove the usefulness of OTRS - which I truly believe is one of the best ticket systems I have worked with. Thanks for any help you can give me.... Gary Davis GM SDC / PSIC Lab Manager

1 0

CustomerGroupSupport: No Notification
by Marc Winiger 24 Mar '06

24 Mar '06

Hi List We do no receive Notification Mails if a Customer opens a new Ticket over the Web-Interface in a Queue that is not in a CustomerGroupAlwaysGroups. The Problem only exists if CustomerGroupSupport is enabled. For example: - User1 has Group1 - CustomerGroupAlwaysGroups is set to info and users - Queue1 group is set to users - Queue2 group is set to Group1 A Notification Mail is only sent to the Agents if the User1 opens the new Ticket in the Queue1. If he opens a Ticket in Queue2 there is no notification at all. (yes, I am subscribed to that queue and am in the Group1 too) Does anybody have an idea if that is an otrs bug or a configuration issue? thanks marc

1 0

v2.0.4 SRPM build failure on RHEL4
by Graham Leggett 24 Mar '06

24 Mar '06

Hi all, I have been trying to build v2.0.4's SRPM on a Redhat Enterprise machine, but the RPM build process bombs out as follows: + export OTRSUSER=otrs + OTRSUSER=otrs + useradd otrs useradd: user otrs exists + : + useradd apache useradd: user apache exists + : + groupadd apache groupadd: group apache exists + : + /var/tmp/otrs-2.0.4-build/opt/otrs/bin/SetPermissions.sh /var/tmp/otrs-2.0.4-build/opt/otrs otrs apache apache apache /var/tmp/rpm-tmp.57870: /var/tmp/otrs-2.0.4-build/opt/otrs/bin/SetPermissions.sh: /bin/sh: bad interpreter: Permission denied error: Bad exit status from /var/tmp/rpm-tmp.57870 (%install) RPM build errors: Bad exit status from /var/tmp/rpm-tmp.57870 (%install) Has anybody seen this before? If an attempt is made to run "/var/tmp/otrs-2.0.4-build/opt/otrs/bin/SetPermissions.sh /var/tmp/otrs-2.0.4-build/opt/otrs otrs apache apache apache" manually, everything works fine. I am stumped. Anybody have any ideas? Regards, Graham --

2 4

Help.Retriving user name who is logged in
by Priya b 24 Mar '06

24 Mar '06

Hi all.. i want to display a link in "Search" which will first check that if a logged user has admin permissions or not. If HE/She has admin rw permissions then only he can view that link in search page otherwise not... It is same theme as that of "Admin link" in index.pl/..It is displayed if he has admin permissions... But still im not getting how to retrive logged username while clicking on search link...then how to check it that it has admin permission or not... Plz help me..

1 0

500 Internal Server Error when accessing installer.pl
by Graham Leggett 23 Mar '06

23 Mar '06

Hi all, After trying to run the installer.pl file to kick off the install process, I get a 500 Internal server error. The backend logs this: [Thu Mar 23 17:28:26 2006] [error] Insecure dependency in require while running setgid at /usr/lib/perl5/5.8.5/CGI/Carp.pm line 471.\n [Thu Mar 23 17:31:51 2006] [error] Insecure dependency in require while running setgid at /opt/otrs/bin/cgi-bin/installer.pl line 47.\nBEGIN failed-- compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 47.\n Does anyone know what an insecure dependancy is and why I might have one? I am running a Redhat RPM of v2.0.4 on RHEL4 / mod_perl v2.0.2. Regards, Graham --

1 0

No calendar icon
by Marcus Hopwood 23 Mar '06

23 Mar '06

I've just installed the calendar package but the calendar icon does not appear on the menu bar. By going directly to http://.../otrs/index.pl?Action=AgentCalendar I can see the calendar. Any ideas how to fix this? Thanks, Marcus

1 1

Ticket
by Ralph Mason 23 Mar '06

23 Mar '06

How does OTRS decide when to attach an email to an existing ticket rather than creating a new one? Is there any way to have OTRS find the ticket number from the body of an email. For example, joe(a)customer.com has an open ticket with us, and he sends an email to support(a)ourcompany.com with the ticket number in the body - he isn't replying to any of the OTRS generated emails though, and he doesn't put the ticket number in the subject. Thanks Ralph

3 3

AW: [otrs] How to change autoresponse
by shawn.beasley＠dlh.de 22 Mar '06

22 Mar '06

Hello, go to the admin panel, and then select sysconfig. Then select framework and then frontend:customer. In this section you can configure the messages. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Cody Grosskopf Gesendet: Dienstag, 21. März 2006 19:09 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] How to change autoresponse maybe i'm new to this but that makes no sense to me ----- Original Message ----- From: shawn.beasley(a)dlh.de To: otrs(a)otrs.org Sent: Tuesday, March 21, 2006 9:57 AM Subject: AW: [otrs] How to change autoresponse Config Options: Framework -> Frontend::Customer Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Cody Grosskopf Gesendet: Dienstag, 21. März 2006 18:32 An: otrs(a)otrs.org Betreff: [otrs] How to change autoresponse How do you change the auto response for people who have just added themselves as a new user? ________________________________ _______________________________________________ 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/

3 3

RE: [otrs] Having a problem, please help...
by Matthew David Evens 22 Mar '06

22 Mar '06

Hello, Thank you all for your help; However, I still have this problem. I opened up otrs.conf, and the first thing I noticed is that the apache2 folder is not there, and instead it's the httpd folder. I am positive that I have apache2 installed because the config file has http://httpd.apache.org/docs/2.0/ as a reference. When I opened the file, it already had the lines corrected with 'Apache2'. I'm at a complete loss. Thank you for any help... -David -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter van Beugen Sent: Tuesday, March 21, 2006 10:15 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Having a problem, please help... I run OTRS on FC4 and the FC1-FC3 RPM works fine Disable SElinux and just change one thing: In /etc/apache2/conf.d/otrs.conf, change "Apache::Reload" to "Apache2::Reload", at lines 13 and 14. PerlModule Apache::Reload PerlInitHandler Apache::Reload ==> PerlModule Apache2::Reload PerlInitHandler Apache2::Reload Regards, Peter van Beugen directeur ICT Telecom Direct Almere BV -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Nils Breunese (Lemonbit Internet) Verzonden: dinsdag 21 maart 2006 17:48 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Having a problem, please help... Matthew David Evens wrote: > I'm using Fedora 4. Thank you for any help. I believe there are some issues with running OTRS on FC4. The rpm is for FC1-FC3. I believe you need to change at least otrs.conf (search the mailinglist archives) and possibly your SELinux settings. Still I don't think that that would give you the following error: >> No SASL mechanism found >> >> at /opt/otrs/Kernel/cpan-lib/Authen/SASL.pm line 62 Maybe someone else on this list that got OTRS working on FC4 can help out. I just upgraded my workstation to FC5, but I'm not running OTRS on it. :o) Nils. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

1 0

New Theme
by Tojo RANDRIANAIVOJAONA 22 Mar '06

22 Mar '06

Hi ! I created a new theme by adding a new theme directory (mkdir ~otrs/Kernel/Output/HTML/NewTheme/), Copying an existing theme into the new directors (cp ~otrs/Kernel/Output/HTML/Standart/*.dtl ~otrs/Kernel/Output/HTML/NewTheme/). and Modifying the dtl files. Then, I inserted the new theme into the table "Theme" and I changed Config.pm ( $Self->{DefaultTheme} = 'NewTheme'; ) In addition, I updated AgentPreferences (Theme = 'NewTheme') (http://xxx.xx.xx.xx/otrs/index.pl?Action=AgentPreferences) Consequently, I have a new theme when I am in the Login page (CustomerLogin.dtl). However, when I am in customer page (CustomerStatusView.dtl), I don't have the new theme, I have the "standard" theme. I don't understand !! Can you help me ? (I'd like to use a new theme for any customer) Tojo Randrianaivojaona 18, rue Fouré c.319 44 000 NANTES Tel: 06 33 56 94 84 ra_tojo(a)yahoo.fr Tojo.Randrianaivojaona(a)polytech.univ-nantes.fr ___________________________________________________________________________ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com

2 3

AW: [otrs] Delete old closed tickets
by Kaiser Dr., Thomas (LfStaD) 22 Mar '06

22 Mar '06

Hi, We have a GenericAgent.pm, which will do this für the create date. IMHO the easied way would be to add the changes to support TicketChangeTime or use TicketFreeTime Regards Thomas ... 'delete-old-ML' => { # get all tickets with these properties Queue => ['xxxs','xyyy'], # States => ['new', 'open'], Locks => ['unlock'], # tickets older then 1 year+1 day TicketCreateTimeOlderMinutes => 568800, # new ticket properties (no option is required, # use just the options which should be changed!) New => { # DELETE! Delete => 1, # Queue => 'Junk', }, }, ... -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Scholler Gesendet: Mittwoch, 22. März 2006 15:50 An: User questions and discussions about OTRS.org Betreff: [otrs] Delete old closed tickets Hi all, I would like to delete all tickets which have state "closed" with their close-date older than X month. To achieve this I think I should use an generic agent job on all closed tickets, but how can it be checked that the close-date is minimum X month ago? I could call an external CMD that examines the DB-entries, but that's no good idea because this CMD-scripts need the DB-connection-parameters, an extra DB-connection etc., all thinks that are present within OTRS. So I think a self written module would be better. But I've no idea where to start ("25. Developer's guide - Writing OTRS Modules" on OTRS-DOC v1.3 doesn't really help me). Has anybody experience on that? 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 fr Ihr OTRS System? => http://www.otrs.de/

1 0

Delete old closed tickets
by Alexander Scholler 22 Mar '06

22 Mar '06

Hi all, I would like to delete all tickets which have state "closed" with their close-date older than X month. To achieve this I think I should use an generic agent job on all closed tickets, but how can it be checked that the close-date is minimum X month ago? I could call an external CMD that examines the DB-entries, but that's no good idea because this CMD-scripts need the DB-connection-parameters, an extra DB-connection etc., all thinks that are present within OTRS. So I think a self written module would be better. But I've no idea where to start ("25. Developer's guide - Writing OTRS Modules" on OTRS-DOC v1.3 doesn't really help me). Has anybody experience on that? Bye, Alex

1 0

Invalid address but it is correct
by Wes Plate 21 Mar '06

21 Mar '06

I am trying to compose a reply to a customer but OTRS won't let me send the mail because it says that the email address is invalid. The address seems correct. It looks like some.name(a)abc.com but OTRS reports "* invalid some.name(a)abc.com!" Why is this? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 0

AW: [otrs] How to change autoresponse
by shawn.beasley＠dlh.de 21 Mar '06

21 Mar '06

Config Options: Framework -> Frontend::Customer Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Cody Grosskopf Gesendet: Dienstag, 21. März 2006 18:32 An: otrs(a)otrs.org Betreff: [otrs] How to change autoresponse How do you change the auto response for people who have just added themselves as a new user?

2 1

How to change autoresponse
by Cody Grosskopf 21 Mar '06

21 Mar '06

How do you change the auto response for people who have just added themselves as a new user?

1 0

RE: [otrs] Having a problem, please help...
by Peter van Beugen 21 Mar '06

21 Mar '06

I run OTRS on FC4 and the FC1-FC3 RPM works fine Disable SElinux and just change one thing: In /etc/apache2/conf.d/otrs.conf, change "Apache::Reload" to "Apache2::Reload", at lines 13 and 14. PerlModule Apache::Reload PerlInitHandler Apache::Reload ==> PerlModule Apache2::Reload PerlInitHandler Apache2::Reload Regards, Peter van Beugen directeur ICT Telecom Direct Almere BV -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Nils Breunese (Lemonbit Internet) Verzonden: dinsdag 21 maart 2006 17:48 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Having a problem, please help... Matthew David Evens wrote: > I'm using Fedora 4. Thank you for any help. I believe there are some issues with running OTRS on FC4. The rpm is for FC1-FC3. I believe you need to change at least otrs.conf (search the mailinglist archives) and possibly your SELinux settings. Still I don't think that that would give you the following error: >> No SASL mechanism found >> >> at /opt/otrs/Kernel/cpan-lib/Authen/SASL.pm line 62 Maybe someone else on this list that got OTRS working on FC4 can help out. I just upgraded my workstation to FC5, but I'm not running OTRS on it. :o) Nils. _______________________________________________ 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] Having a problem, please help...
by Matthew David Evens 21 Mar '06

21 Mar '06

Hello, I just ran checkModules and it gave this output: # ./otrs.checkModules CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok # I'm using Fedora 4. Thank you for any help. -David -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, March 21, 2006 1:56 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Having a problem, please help... Matthew David Evens wrote: > My name is David Evens and I wanted to use the ticketing program. > > It seemed to install fine; However, after I tried to close a > ticket, I get the following error: > > > > No SASL mechanism found > > at /opt/otrs/Kernel/cpan-lib/Authen/SASL.pm line 62 > > > > Is there anything I am missing that would cause this error? Well, there might be. Did you run /opt/otrs/bin/otrs.checkModules? I don't know what OS you're running, but I have the perl-Authen-SASL package installed. Seems like you're missing something like that. Nils. _______________________________________________ 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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Ticket Escalation Configuration Issue
by sudhanshu chopra 21 Mar '06

21 Mar '06

Hi All, Hello brother out ther. Can anybody help me in configuring Ticket Escalation???? How to configure Generic agent?? I have gone through the documentation present in otrs.org. but it didn't helped me. So help me????? Regards Sudhanshu Chopra On Tue, 21 Mar 2006 otrs-request(a)otrs.org wrote : >Send otrs mailing list submissions to > otrs(a)otrs.org > >To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs >or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > >You can reach the person managing the list at > otrs-owner(a)otrs.org > >When replying, please edit your Subject line so it is more specific >than "Re: Contents of otrs digest..." > > >Today's Topics: > > 1. Re: error while first login in log.pm (Mike Lykov) > > >---------------------------------------------------------------------- > >Message: 1 >Date: Tue, 21 Mar 2006 14:15:21 +0400 > From: Mike Lykov <combr(a)samtelecom.ru> >Subject: Re: [otrs] error while first login in log.pm >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Message-ID: <200603211415.21645.combr(a)samtelecom.ru> >Content-Type: text/plain; charset="utf-8" > >Ð ÑÐ¾Ð¾Ð±ÑÐµÐ½Ð¸Ð¸ Ð¾Ñ ÐÑÐ¾ÑÐ½Ð¸Ðº 21 ÐÐ°ÑÑ 2006 13:00 Mike Lykov Ð½Ð°Ð¿Ð¸ÑÐ°Ð»(a): > > Hi all. > > > > I'm setup OTRS installation as described in INSTALL file. > >analogical thread > >http://lists.otrs.org/pipermail/otrs/2003-August/002488.html > >same problem, other version, other time > >more cases : >http://lists.otrs.org/pipermail/otrs/2003-July/002128.html > >problems with IPC/SHM are repeating .. maybe any FAQ exists ? > >-- >Mike Lykov >ISP Samtelecom, Administrator > >------------------------------ > >_______________________________________________ >otrs mailing list >otrs(a)otrs.org >http://lists.otrs.org/cgi-bin/listinfo/otrs > > >End of otrs Digest, Vol 32, Issue 44 >************************************

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Problem with OTRS
by Art Powell 21 Mar '06

21 Mar '06

I have a job in the queue that has no information on it but this: Software error: Got no ArticleID! at /opt/otrs//Kernel/Output/HTML/ArticleCheckPGP.pm line 32. For help, please send mail to the webmaster ( support(a)diamonditservices.com <mailto:support@diamonditservices.com> ), giving this error message and the time and date of the error. The problem is that I cant get past it in the queue. For now I have been using the search tool to look at the tickets. When I do the search the ticket shows up, but there is no link to it whatsoever. Does anyone have any ideas how I can move it from the queue (or just delete it)? I am pretty sure I know how it happened (ran out of disk space). I dont know OTRS that well, but if anyone helps me solve this, I would be willing to swap some tech hours (Linux, Windows, Networking, ect.). Thanks! Art Powell Diamond IT Services 1-512-517-6472 art(a)diamonditservices.com For support email support(a)diamonditservices.com

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error while first login in log.pm
by Mike Lykov 21 Mar '06

21 Mar '06

Hi all. I'm setup OTRS installation as described in INSTALL file. apache, mysql, perl modules are OK. web installer are OK. (log = syslog) visiting page http://myhost/otrs/index.pl are OK (i see login form) I enter root@localhost / root and get following error Software error: Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 153. I try to change log = File in config.pm $Self->{'LogModule'} = 'Kernel::System::Log::File'; and get same error. line 153 and around looks like sub Log { ..... my $String = $Self->GetLog(); 153 shmwrite($Self->{Key}, $Data.$String, 0, $Self->{IPCSize}) || die $!; what are missing in my installation ? -- Mike Lykov ISP Samtelecom, Administrator

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Create a ticket by Fowarding an email
by Ralph Mason 21 Mar '06

21 Mar '06

Hi, We have recently set up otrs and would like to be able to forward an incoming email to create a ticked for the original sender of the email. Example, customer sends an email to 'Jim' - Jim decides that this is a support request and forward the email to a given address. OTRS sees that the email is forwarded from an internal address and creates the ticket as if customer 1 had sent the email directly to the support address. Is there any way to set up this functionality? Thanks Ralph

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Having a problem, please help...
by Matthew David Evens 21 Mar '06

21 Mar '06

To whom it may concern: My name is David Evens and I wanted to use the ticketing program. It seemed to install fine; However, after I tried to close a ticket, I get the following error: No SASL mechanism found at /opt/otrs/Kernel/cpan-lib/Authen/SASL.pm line 62 Is there anything I am missing that would cause this error? Thank you for any help on this issue. -David

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Reports / Look of OTRS
by Admin 20 Mar '06

20 Mar '06

I have recently finished inbstalling OTRS and I am curious about a couple items, it is on a Linux system and I am wondering how I print reports of any kind (is there a built in function or ??) and is there a guide on how to customize the look of OTRS backgroud graphics/logos etc. Thank you -Dave-

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LDAP Question
by Dan OConnor 20 Mar '06

20 Mar '06

I am trying to setup an LDAP connect, but I just can't seem to get it to connect, if someone could take a look at my config and let me know what I am missing, that would be great... # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.1.23'; $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=GW Export,DC=corp,DC=stamant,DC=mb,DC=ca'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) # $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; # $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) # $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs,OU=GW Export,DC=corp,DC=stamant,DC=mb,DC=ca'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '********'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) # $Self->{'AuthModule::LDAP::Params'} = { # port => 389, # timeout => 120, # async => 0, # version => 3, # }; #==========================================================# # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP St.Amant', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '192.168.1.23', # ldap base dn BaseDN => 'OU=GW Export,DC=corp,DC=stamant,DC=mb,DC=ca', # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=otrs,OU=GW Export,DC=corp,DC=stamant,DC=mb,DC=ca', UserPw => '********', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 2000, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Dan O'Connor CNA Network Support Technician St. Amant Ph: (204) 256-4301 ext. 2321 Fax: (204) 254-3768 Email: doconnor(a)stamant.mb.ca ******* INTERNET E-MAIL CONFIDENTIALITY DISCLAIMER ******** This email and/or any documents in this transmission is intended for the address(es) only and may contain legally privileged or confidential information. Any unauthorized use, disclosure, distribution, copying or dissemination is strictly prohibited. If you receive this transmission in error, please notify the sender immediately and return the original. St. Amant does not accept liability for any errors, omissions, corruption or virus in the contents of this message or any attachments that arise as a result of e-mail transmission. Ce courriel et tout document dans cette transmission est destiné à la personne ou aux personnes à qui il est adressé. Il peut contenir des informations privilégier ou confidentielles. Toute utilisation, divulgation, distribution, copie, ou diffusion non autorisée est strictement défendue. Si vous n'êtes pas le destinataire de ce message, veuillez en informer l'expéditeur immédiatement et lui remettre l'original. St. Amant ne prend aucune responsabilité d'erreurs, omissions, corruptions ou virus compris dans le contenu de se message ou de n'importe quels attachements qui en est le résultat d'une transmission de courrier électronique.

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AW: [otrs] Mailer Search
by shawn.beasley＠dlh.de 20 Mar '06

20 Mar '06

That was a super tip, thanks. Did you see my question about working hours increments? Do you have an Idea how to decrease the increments from 1 hour to 15 minutes? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Volker.Lipper(a)de.mecglobal.com Gesendet: Montag, 20. März 2006 14:46 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Mailer Search how do you search where? have you tried this: The Mail Archive (http://www.mail-archive.com/) # announce list # dev list # i18n list # users list # german users list [...] http://www.mail-archive.com/announce%40otrs.org/ http://www.mail-archive.com/dev%40otrs.org/ http://www.mail-archive.com/i18n%40otrs.org/ http://www.mail-archive.com/otrs%40otrs.org/ http://www.mail-archive.com/otrs-de%40otrs.org/ Li otrs-bounces(a)otrs.org schrieb am 20.03.2006 14:24:11: > Hello @ all, > > is there a faster way to search the mail archives then opening each link? > > Vielen Dank, > > Shawn Beasley > Support - IT > LPID LPI000077664 > VERIFICATION NUMBER 3vk4xshbx6 > > [Bild entfernt] > > Tel. +49 6543 983 113 > _______________________________________________ > 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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Mailer Search
by shawn.beasley＠dlh.de 20 Mar '06

20 Mar '06

Hello @ all, is there a faster way to search the mail archives then opening each link? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Tel. +49 6543 983 113

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Inventory / Asset module with agent
by prashant N 20 Mar '06

20 Mar '06

Hi, its a great work to build up a world class tts system. i would like to know does otrs have an inventory / asset module against which users can raise their tickets. if this module exists, does this has a agent which will fetch information from clients windows, linux (fedora, debian) ? THANKS REGARDS PRASHANT .N.

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notifications for unlocked tickets
by Christian Lox 20 Mar '06

20 Mar '06

Hi! Is it possible to send notifications for unlocked tickets not just to the owner of that ticket, but to all subscribers of that specific queue? If yes, how? :) Thanks, Christian -- you don't need eyes to see you need visions.

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AW: [otrs] Tickets Average open time
by Matthias Wegner 20 Mar '06

20 Mar '06

Hi Richard, the best source for timing Statistics is the ticket_history. The following SQL gets you some basic Informations about Start, end Events SELECT th.ticket_id,tht.name, th.create_time, tst.name FROM ticket_history th JOIN ticket_history_type tht ON (th.history_type_id = tht.id) JOIN ticket_state ts on (ts.id=th.state_id) JOIN ticket_state_type tst on (tst.id=ts.type_id) WHERE tht.name IN ( 'NewTicket', 'StateUpdate') order by th.ticketl_id, th.create_time My close time for a Ticket is the create_time of the last "StateUpdate" Event with a tst.name='closed' or tst.name='close_pending'. Greetings Matthias Wegner

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Working Hours
by shawn.beasley＠dlh.de 20 Mar '06

20 Mar '06

Hello all, I hope you are having a quite Monday morning. I was hoping someone could tell me how to set minute increments for working hours. Our working hours do not always start and end at the full hour, it would be nice if I could set these to 15 minute increments. I would really appreciate the help. Thanks to all for a great project and a super mailer. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Tel. +49 6543 983 113

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AW: [otrs] Auto Responses
by shawn.beasley＠dlh.de 18 Mar '06

18 Mar '06

Check this article out. http://lists.otrs.org/pipermail/otrs-de/2006-February/005638.html Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 13:38 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses The problem is with autoresponder for new tickets. We want the user to be sent a mail automatically from the OTRS system when a new ticket is created. It's not working. Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 8:25 PM To: otrs(a)otrs.org Subject: AW: [otrs] Auto Responses Are you taking about the default reply, another autoresponder, or all? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 13:22 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses I have done all the of these. The system is running very well but the autoresponder does not work. Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 8:16 PM To: otrs(a)otrs.org Subject: AW: [otrs] Auto Responses What have you configured, exactly? POP Master POP3 Account must be entered to receive emails Mail account for the system must be configured to send mail Queue must be programmed to send the autoresponse. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 12:27 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses Hello all, Even I'm experiencing the same problem. I have configured the auto response for new tickets but it's not working. Please help. Thanks, Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 7:01 PM To: otrs(a)otrs.org Subject: [otrs] Auto Responses Hi all, When and how can I use the default closed -> new ticket auto response? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Tel. +49 6543 983 113

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AW: [otrs] Auto Responses
by shawn.beasley＠dlh.de 18 Mar '06

18 Mar '06

We have to do this one step at a time. Is the ticket created, when yes in which queue.-> Then in this queue the auto response must be set to send the desired response -> MAIL CHECK - CAN OTRS SEND MAIL - THIS IS A MUST TO KNOW A good test is to try to create an email ticket manually in the admin console. This will prove that the OTRS system can send mails at all Or You can select to forward a portion of a ticket to someone per email. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 13:38 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses The problem is with autoresponder for new tickets. We want the user to be sent a mail automatically from the OTRS system when a new ticket is created. It's not working. Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 8:25 PM To: otrs(a)otrs.org Subject: AW: [otrs] Auto Responses Are you taking about the default reply, another autoresponder, or all? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 13:22 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses I have done all the of these. The system is running very well but the autoresponder does not work. Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 8:16 PM To: otrs(a)otrs.org Subject: AW: [otrs] Auto Responses What have you configured, exactly? POP Master POP3 Account must be entered to receive emails Mail account for the system must be configured to send mail Queue must be programmed to send the autoresponse. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 12:27 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses Hello all, Even I'm experiencing the same problem. I have configured the auto response for new tickets but it's not working. Please help. Thanks, Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 7:01 PM To: otrs(a)otrs.org Subject: [otrs] Auto Responses Hi all, When and how can I use the default closed -> new ticket auto response? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Tel. +49 6543 983 113

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FreeText fields
by Davis, Gary H 17 Mar '06

17 Mar '06

I have tried to find a way to display the freetext fields in the default search utilities for OTRS with no success. Does anyone know how to generate a search that would include them? Even if I have to use MYSQL commands. We have identified sub queues based on the freetext fields and now can't report on any of these values. Thanks in advance.... Gary Davis GM SDC / PSIC Lab Manager

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AW: [otrs] Auto Responses
by shawn.beasley＠dlh.de 17 Mar '06

17 Mar '06

Do I have to bounce the ticket to generate this default closed -> new ticket response? Vielen Dank, Shawn Beasley Support - IT LPIC-1 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von shawn.beasley(a)dlh.de Gesendet: Freitag, 17. März 2006 13:05 An: otrs(a)otrs.org Betreff: AW: [otrs] Auto Responses Hey Alex, I have been testing the email for 2 days straight now, and I think my thought process is a little fuzzy. Ticket is opened per email Ticket is closed by the agent Follow up is sent by the customer ------------------- now it gets tricky. ------------------- The ticket, even though it is closed opens up again. <* deny the follow-up <* reopen the ticket <* leave it closed but open a new ticket (I don't know whether the two <tickets are automatically linked together) The only logical thing I can figure out is that the ticket number has to be in the subject. What do you do to accomplish the steps that you described? Vielen Dank, Shawn Beasley Support - IT LPIC-1 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Scholler Gesendet: Freitag, 17. März 2006 12:20 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Auto Responses Hi, this response will be sent when a new ticket is created as result of an follow-up of a closed ticket. You can decide within the queue-settings what reaction is done after an follow-up retrieval of an closed ticket: * deny the follow-up * reopen the ticket * leave it closed but open a new ticket (I don't know whether the two tickets are automatically linked together) Bye, Alex shawn.beasley(a)dlh.de schrieb: > Hi all, > > > > When and how can I use the default closed -> new ticket auto response? > > > > /*/Vielen Dank,/*/ > > /*/ /*/ > > /*/Shawn Beasley/*/ > > Support - IT > > LPID LPI000077664 > > VERIFICATION NUMBER 3vk4xshbx6 > > > > LPIC - 1 <http://www.lpi.org/> > > > > Tel. +49 6543 983 113 > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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AW: [otrs] Auto Responses
by shawn.beasley＠dlh.de 17 Mar '06

17 Mar '06

Are you taking about the default reply, another autoresponder, or all? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 13:22 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses I have done all the of these. The system is running very well but the autoresponder does not work. Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 8:16 PM To: otrs(a)otrs.org Subject: AW: [otrs] Auto Responses What have you configured, exactly? POP Master POP3 Account must be entered to receive emails Mail account for the system must be configured to send mail Queue must be programmed to send the autoresponse. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 12:27 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses Hello all, Even I'm experiencing the same problem. I have configured the auto response for new tickets but it's not working. Please help. Thanks, Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 7:01 PM To: otrs(a)otrs.org Subject: [otrs] Auto Responses Hi all, When and how can I use the default closed -> new ticket auto response? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Tel. +49 6543 983 113

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WG: [Ticket#20060031710000094] [Ticket#20060031 [...]
by shawn.beasley＠dlh.de 17 Mar '06

17 Mar '06

This is an example of an email to the customer when a follow-up on a closed is sent to my system. Notice the Subject line. And now the ticket is open again in my queue. Vielen Dank, Shawn Beasley Support - IT LPIC-1 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: DO NOT REPLY - OTRS System [mailto:do-not-reply@weareyourvoice.com] Gesendet: Freitag, 17. März 2006 13:12 An: BEASLEY, SHAWN Betreff: Re: [Ticket#20060031710000094] [Ticket#20060031 [...] Thanks for your follow up e-mail You wrote: > > Why is this closed? > > > Vielen Dank, > Your e-mail will be answered by a human asap. Have fun with OTRS! Your OTRS Team

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AW: [otrs] Auto Responses
by shawn.beasley＠dlh.de 17 Mar '06

17 Mar '06

What have you configured, exactly? POP Master POP3 Account must be entered to receive emails Mail account for the system must be configured to send mail Queue must be programmed to send the autoresponse. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nikhil Parva Gesendet: Freitag, 17. März 2006 12:27 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses Hello all, Even I'm experiencing the same problem. I have configured the auto response for new tickets but it's not working. Please help. Thanks, Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 7:01 PM To: otrs(a)otrs.org Subject: [otrs] Auto Responses Hi all, When and how can I use the default closed -> new ticket auto response? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Tel. +49 6543 983 113

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AW: [otrs] Auto Responses
by shawn.beasley＠dlh.de 17 Mar '06

17 Mar '06

Hey Alex, I have been testing the email for 2 days straight now, and I think my thought process is a little fuzzy. Ticket is opened per email Ticket is closed by the agent Follow up is sent by the customer ------------------- now it gets tricky. ------------------- The ticket, even though it is closed opens up again. <* deny the follow-up <* reopen the ticket <* leave it closed but open a new ticket (I don't know whether the two <tickets are automatically linked together) The only logical thing I can figure out is that the ticket number has to be in the subject. What do you do to accomplish the steps that you described? Vielen Dank, Shawn Beasley Support - IT LPIC-1 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Scholler Gesendet: Freitag, 17. März 2006 12:20 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Auto Responses Hi, this response will be sent when a new ticket is created as result of an follow-up of a closed ticket. You can decide within the queue-settings what reaction is done after an follow-up retrieval of an closed ticket: * deny the follow-up * reopen the ticket * leave it closed but open a new ticket (I don't know whether the two tickets are automatically linked together) Bye, Alex shawn.beasley(a)dlh.de schrieb: > Hi all, > > > > When and how can I use the default closed -> new ticket auto response? > > > > /*/Vielen Dank,/*/ > > /*/ /*/ > > /*/Shawn Beasley/*/ > > Support - IT > > LPID LPI000077664 > > VERIFICATION NUMBER 3vk4xshbx6 > > > > LPIC - 1 <http://www.lpi.org/> > > > > Tel. +49 6543 983 113 > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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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Auto Responses
by shawn.beasley＠dlh.de 17 Mar '06

17 Mar '06

Hi all, When and how can I use the default closed -> new ticket auto response? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Tel. +49 6543 983 113

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Upgrade procedure windows 2.0.1 - 2.0.4?
by Jeff Frost 16 Mar '06

16 Mar '06

What is the recommended upgrade procedure for running windows otrs version 2.0.1 to get to 2.0.4? We have a non-standard apache that includes mod_ssl; otherwise, we are mostly default install. Can I just use the .exe installer and then reinstall my apache? Or should I just copy the new otrs\otrs directory over top of old one and replace our config files afterward? -Jeff

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Problem storing UTF greek chars in mysql using otrs 2.0.4
by Maistros Stelios 16 Mar '06

16 Mar '06

Hello everyone, I have installed otrs 2.0.4 on a CENTOS 4.2 using mysql 4.1.12 Mysql was installed from the distribution rpms. I have followed the directions in the otrs faq regarding the use of utf in http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ID=52 where it is mentioned to: - make changes in Kernel/Config.pm $Self->{DefaultCharset} = 'utf-8'; - make changes in /etc/my.cnf [mysqld] default-character-set = utf8 I then created the mysql database following the instruction in the README.database document. So far, so good. I can display and search greek text in tickets from the web interface without problems. This is my problem: I *cannot see* the greek chars that are stored in the database from the mysql command line. When I do something like "select from article" I get hieroglyphics/unreadable and since they are not stored in greek it is impossible to do sql queries. I know that utf works in mysql because: mysql> SHOW VARIABLES LIKE "character_set_%"; +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | utf8 | | character_set_connection | utf8 | | character_set_database | utf8 | | character_set_results | utf8 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | I apologize for the long message. Any ideas on where to look next ? Thank you, Stelios

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closing ticket
by Honza Rezab 16 Mar '06

16 Mar '06

Hello all. I have problem with OTRS 2.0.4. If I want close any ticket I obtain only this error message in web browser: -------- Software error: Wide character in syswrite at /usr/local/share/perl/5.8.4/Net/Cmd.pm line 436. For help, please send mail to the webmaster (xxxx(a)xxxx.xx) giving this error message and the time and date of the error. -------- I use OTRS 2.0.4 on debian with perl 5.8.4 and mysql 4.1.14. And my locale is "cs_CZ.UTF-8". Can you help me??? Thanks -- Jan Rezab ------------------------------ Mobil: +420 603 553 811 E-mail: honza(a)rezab.org WWW: http://www.rezab.org ICQ: 153 407 507 MSN: rezab(a)netwin.cz Yahoo IM: honza.rezab AIM: honzarezab ------------------------------ Dobra nalada nevyresi vsechny tvoje problemy, ale nasere tolik lidi, ze stoji za to si ji pestovat.

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DELETE tickets
by BALAN, Daniel 16 Mar '06

16 Mar '06

I am using the Delete tickets option option in order to clear the Spam messages our antispam filters. In the OTRS manual is written: "Example for Kernel/Config/GenericAgent.pm [...] # -- # [name of job] -> close and delete all tickets in queue delete # -- 'delete' => { # get all tickets with this properties Queue => 'delete', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # witch should be changed!) New => { # DELETE! Delete => 1, }, }, [...]" I would like to know what really happens in the DB when Delete => 1. Only the records in the ticket table are deleted? What about the article table? Thanks, Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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Tickets Average open time
by Richard Mollel 15 Mar '06

15 Mar '06

Hi, I am trying to run metrics...to find out average time of tickets stay open, for say, a week, a month or total average from a given point in time. Any clues on how to achieve this, even if it means custom script fetching input from mysql db? Where is the best place to locate the mysql variable names? _Thanks Richard __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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RE: Problem storing UTF greek chars in mysql using otrs 2.0.4 - SOLVED
by Maistros Stelios 15 Mar '06

15 Mar '06

Hello again Nils / all, It seems that I can get the greek chars to work by installing mysql 5.x from source specifying all the character sets. .. ./configure --prefix=/usr/local/mysql --with-extra-charsets=all .. I will have to nail down the specific set when I have time.. I also removed the references that were specifying character sets in the /etc/my.cnf file I then recreated the otrs db w/o using any character set option Finally, I made sure that iso-8859-7 is entered in /etc/httpd/conf/httpd.con .. AddDefaultCharset iso-8859-7 .. And In /opt/otrs/Kernel/Config.pm ... $Self->{'DefaultCharset'} = 'iso-8859-7'; .. So far, so good...If anyone has run into similar problems please let me/everyone know. Stelios -----Original Message----- From: Maistros Stelios Sent: Tuesday, March 14, 2006 4:33 PM To: 'otrs(a)otrs.org' Subject: RE: Problem storing UTF greek chars in mysql using otrs 2.0.4 Hello Nils, I just set it up and the result is the same. So far, I have tried putty, secure shell and the system console with the same results. It makes me think that the problem is on the mysql side or possibly in the way otrs stores data, but do not know where else to look. Stelios //// Nils Breunese wrote: > So far, so good. I can display and search greek text in tickets from > the web interface without problems. > > This is my problem: > > I *cannot see* the greek chars that are stored in the database from > the mysql command line. > When I do something like "select from article" I get > hieroglyphics/unreadable and since they are not stored in greek it is > impossible to do sql queries. Maybe the commandline doesn't support utf-8? Have you tried something like phpMyAdmin? Nils Breunese. -----Original Message----- From: Maistros Stelios Sent: Tuesday, March 14, 2006 2:11 PM To: 'otrs(a)otrs.org' Subject: Problem storing UTF greek chars in mysql using otrs 2.0.4 Hello everyone, I have installed otrs 2.0.4 on a CENTOS 4.2 using mysql 4.1.12 Mysql was installed from the distribution rpms. I have followed the directions in the otrs faq regarding the use of utf in http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ID=52 where it is mentioned to: - make changes in Kernel/Config.pm $Self->{DefaultCharset} = 'utf-8'; - make changes in /etc/my.cnf [mysqld] default-character-set = utf8 I then created the mysql database following the instruction in the README.database document. So far, so good. I can display and search greek text in tickets from the web interface without problems. This is my problem: I *cannot see* the greek chars that are stored in the database from the mysql command line. When I do something like "select from article" I get hieroglyphics/unreadable and since they are not stored in greek it is impossible to do sql queries. I know that utf works in mysql because: mysql> SHOW VARIABLES LIKE "character_set_%"; +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | utf8 | | character_set_connection | utf8 | | character_set_database | utf8 | | character_set_results | utf8 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | I apologize for the long message. Any ideas on where to look next ? Thank you, Stelios

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line endings
by Enda Nagle 14 Mar '06

14 Mar '06

Hi guys, thanks for that help earlier. Another small one - in the admin, I have set up responses which are all working fine except for one thing - for each return, I have to enter two in the textbox so that they display properly in the email client on the other side. e.g. if i have: thank you for your it displays as thank you for you similarly, with the bottom of each reply, the customer email client displays something like this: --------------------------Enda Nagle <enda(a)powerballs.com> wrote: >> > > -- > > > *Enda Nagle> RPM Sports* - /The Powerball People!/> > Nenagh Road, Thurles> Co. Tipperary, Ireland> > *Phone:* +353 (0)504 23969> *Fax:* +353 (0)504 23450> > Email: enda(a)powerballs.com <mailto:enda@powerballs.com>> Web: www.powerballs.com <http://www.powerballs.com/> - don't spin it too > fast - you'll create a black hole!> > > /"*Watch what happened <http://www.powerballs.com/hamleys.wmv> when > Powerball hit London!*"/> > --> ** Email Scanned by Elive's Virus Scanning Service -> http://www.elive.net **> > > > instead of returns before each */> >/*/ /Can I change the line endings somewhere in OTRS or will I have to do it in the system itself? Or is it something entirely different? Thanks for the continued help! Enda -- *Enda Nagle RPM Sports* - /The Powerball People!/ Nenagh Road, Thurles Co. Tipperary, Ireland *Phone:* +353 (0)504 23969 *Fax:* +353 (0)504 23450 Email: enda(a)powerballs.com <mailto:enda@powerballs.com> Web: www.powerballs.com <http://www.powerballs.com/> - don't spin it too fast - you'll create a black hole! /"*Watch what happened <http://www.powerballs.com/hamleys.wmv> when Powerball hit London!*"/

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customer email requirement
by Zaeem Arshad 14 Mar '06

14 Mar '06

hi, In our scenario, most of our customers do not have an email address. But while generating a ticket or a customer user, otrs requires an email address and then tries to notify the email address. Is there any possibility to disable this requirement? BR -- ZA

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RE: Problem storing UTF greek chars in mysql using otrs 2.0.4
by Maistros Stelios 14 Mar '06

14 Mar '06

Hello Nils, I just set it up and the result is the same. So far, I have tried putty, secure shell and the system console with the same results. It makes me think that the problem is on the mysql side or possibly in the way otrs stores data, but do not know where else to look. Stelios //// Nils Breunese wrote: > So far, so good. I can display and search greek text in tickets > from the > web interface without problems. > > This is my problem: > > I *cannot see* the greek chars that are stored in the database from > the > mysql command line. > When I do something like "select from article" I get > hieroglyphics/unreadable and since they are not stored in greek > it is impossible to do sql queries. Maybe the commandline doesn't support utf-8? Have you tried something like phpMyAdmin? Nils Breunese. -----Original Message----- From: Maistros Stelios Sent: Tuesday, March 14, 2006 2:11 PM To: 'otrs(a)otrs.org' Subject: Problem storing UTF greek chars in mysql using otrs 2.0.4 Hello everyone, I have installed otrs 2.0.4 on a CENTOS 4.2 using mysql 4.1.12 Mysql was installed from the distribution rpms. I have followed the directions in the otrs faq regarding the use of utf in http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ID=52 where it is mentioned to: - make changes in Kernel/Config.pm $Self->{DefaultCharset} = 'utf-8'; - make changes in /etc/my.cnf [mysqld] default-character-set = utf8 I then created the mysql database following the instruction in the README.database document. So far, so good. I can display and search greek text in tickets from the web interface without problems. This is my problem: I *cannot see* the greek chars that are stored in the database from the mysql command line. When I do something like "select from article" I get hieroglyphics/unreadable and since they are not stored in greek it is impossible to do sql queries. I know that utf works in mysql because: mysql> SHOW VARIABLES LIKE "character_set_%"; +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | utf8 | | character_set_connection | utf8 | | character_set_database | utf8 | | character_set_results | utf8 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | I apologize for the long message. Any ideas on where to look next ? Thank you, Stelios

2 1

AW: [otrs] Multiple emails on single customer, or better group?
by Matthias Wegner 14 Mar '06

14 Mar '06

Hello Benjamin, OTRS has another solution for your problem: Every customer user in OTRS has a customer ID. So you give all contacts of one company their own account and set the the customer_id field to the same company identification(probably the id of the company in your CRM). If you use the Customer Webinterface, all Users with the same customer_id can look at all Ticket of the company. Greetings Matthias Wegner > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im > Auftrag von > Benjamin Bittner > Gesendet: Montag, 13. März 2006 12:08 > An: otrs(a)otrs.org > Betreff: [otrs] Multiple emails on single customer, or better group? > > > Hallo subscribers, > > We're using OTRS for our tickets, but another OSS CRM System to manage > our customers. We have several companies in our CRM with multiple > contact persons. > In OTRS, we want that every company has one customer account, > so that every > mail written by one of the several contact persons for this company, > gets automatically > related to the company's customer account in OTRS. > > The doc's say that i should use groups, but i'm not really > sure, wether > this is the right > approach, because it seems, that the group feature is solely an admin > thing. So now > normal OTRS user can manage groups. > > Is it possible, that if an unrecognized email comes in, the OTRS user > can attach this > email to a group, without having admin rights? > > We want to use this feature, so we can relate our customer > accounts from > the CRM > System with the customers from OTRS. > > Thanks in advance > Regards Benjamin > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

2 1

Can't load Net::DNS, no mx lookups possible
by Enda Nagle 14 Mar '06

14 Mar '06

Hello, I have just recently been introduced to OTRS and have just installed it on an in-house server for managing incoming mails. I didn't install the DNS server on the server, and am now getting this error in the system log "Can't load Net::DNS, no mx lookups possible". The ticket mails are all coming out properly, and I have DNS set in the router config. Should I install the DNS server or is it ok to just use it as I am? Thanks Enda -- -- *Enda Nagle RPM Sports* - /The Powerball People!/ Nenagh Road, Thurles Co. Tipperary, Ireland *Phone:* +353 (0)504 23969 *Fax:* +353 (0)504 23450 Email: enda(a)powerballs.com <mailto:enda@powerballs.com> Web: www.powerballs.com <http://www.powerballs.com/> - don't spin it too fast - you'll create a black hole! /"*Watch what happened <http://www.powerballs.com/hamleys.wmv> when Powerball hit London!*"/

3 2

time of last change
by Rudolf Harney 14 Mar '06

14 Mar '06

Hi, Does somome know, how I get the last time, a ticket was chenged (i.e. someone worked on it)? otrs-tools (not database querries) prefered. We need that for internal statistics ... Thanks, Rudolf

2 1

creating tickets with email
by Malcolm 14 Mar '06

14 Mar '06

Hi everyone, I just like to say OTRS is awesome and I am loving it. I just had one question I want to be able to automatically create tickets via email so if someone sends an email to say info(a)mydomain.com or helpdesk@mydomain it will automatically create a ticket for the email and put it into the OTRS queue...if anyone has a solution to this that be great I guess I am looking for something built into OTRS, I think it might be possible if I make an alias for those emails and pipe it to a program that can automatically generate the ticket, but first id rather check to see if anyone else had this problem or if it is some kind of feature built into otrs. Thanks everyone.

4 3

Header settings
by BALAN, Daniel 14 Mar '06

14 Mar '06

Hi guys, Is there a way to keep the ticket id somewhere in the email message headers so even if the customer deletes it form the subject to keep the thread (ticket) ? If we can use both of them will be just great. Thanks for your help Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

1 0

invalid-temporarily
by Alexander Scholler 14 Mar '06

14 Mar '06

Hi all, is there a difference between the valid-typs "invalid-temporarily" and "invalid"? Bye, Alex

2 1

Re: otrs Digest, Vol 32, Issue 12
by Prafulla Kumar H.S. 14 Mar '06

14 Mar '06

Hi, How to enable LDAP synchronisation where can I find that option. Thanks, Prafulla >>> otrs-request(a)otrs.org 08-Mar-06 6:00:33 pm >>> Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. RE: ldap sync (Patrik Forsberg) 2. RE: Feature-Requests for "OTRS goes ITIL" (Patrik Forsberg) 3. SLA Management (siengchye-oh) 4. RE: SLA Management (Peter van Beugen) 5. RE: Populating OTRS (Kevin Carrell) 6. Re: Feature-Requests for 'OTRS goes ITIL' (grahamsmith(a)gandalfsemporium.co.uk) 7. Re: Feature-Requests for "OTRS goes ITIL" (Alexander Scholler) ---------------------------------------------------------------------- Message: 1 Date: Wed, 8 Mar 2006 12:02:07 +0100 From: "Patrik Forsberg" <patrik.forsberg(a)dataphone.net> Subject: RE: [otrs] ldap sync To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <039BED0949CA9C4AB253EBDA3ADDAA32179C13(a)stomail01.se.dataphone.com> Content-Type: text/plain; charset="us-ascii" > in 1.3 versions you had to add the following lines to > Config.pm when you > wanted to sync with an ldap backend: > > <snip> > #UserSyncLDAPMap > $Self->{UserSyncLDAPMap} = > { > # DB -> LDAP > Firstname => 'givenName', > Lastname => 'sn', > Email => 'mail', > }; > </snip> > > I thought that i won't need to add this Lines in 2.x Versions ? > However, sync with my OpenLdap Backend won't work with otrs 2.0.4 > without the Lines above - is that "intended" or is there any other > configuration parameter i am missing ? I actuly just did this :) First login with a user that exist in your LDAP directory, before aculy enabling the LDAP connection. Then when you have the user make it admin. When this is done logout and enable the LDAP configuration again. Then login to OTRS again and go into the SysConfig and enable LDAP Syncronization. After this any user in the LDAP can login and you can put them into the correct group(s). Very easy aculy once I found the little trick described above :) //patrik ------------------------------ Message: 2 Date: Wed, 8 Mar 2006 12:03:27 +0100 From: "Patrik Forsberg" <patrik.forsberg(a)dataphone.net> Subject: RE: [otrs] Feature-Requests for "OTRS goes ITIL" To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <039BED0949CA9C4AB253EBDA3ADDAA32179C15(a)stomail01.se.dataphone.com> Content-Type: text/plain; charset="us-ascii" I might be on the wrong track here.. but here are some thoughts.. > I was very appreciated to read on the otrs.org-Website that > "OTRS goes > ITIL", meaning that OTRS aspires to reach an ITIL-certificate > - whatever > this means...? > > I think that the current OTRS-implementation lacks the distinction of > incoming requests. Is it a > * incident > * service-request, especially > - change request > - request for information or education > (* problem) > > (We currently bypass this missing feature by using priorities like > 1 - request for info, 2 - rfc/low, 3 - rfc/high, > 4 - incident/low, 5 - incident/normal. 6 - incident/high) This can be arranged with abit of inituative procmail filtering together with GenericAgent and different queues. A queue could be SLA<any-given-name> and RFC for example where the queue escalation time and the people watching it is a specified ammount of people while another SLA and incident/high where the priority and escalation time would be a whole lot shorter. Also different mail adresses for different things .. like for "request info" the de facto standard seem to be info@fqdn. > Another weak point is the consideration/integration of SLA on > ticket-work. Here .. ether different queues as discussed above or different priorites. > Perhaps my posting helps efforts of the otrs-developers by > initiating a > discussion of this topic. ------------------------------ Message: 3 Date: Wed, 8 Mar 2006 19:10:33 +0800 From: "siengchye-oh" <siengchye-oh(a)xcellinkgroup.com> Subject: [otrs] SLA Management To: otrs(a)otrs.org Message-ID: <20060308110941.M34277(a)xcellinkgroup.com> Content-Type: text/plain; charset=iso-8859-1 Hi all, I have just installed OTRS and it looks good out of box. I have a requirement to define 3 levels of SLA with regard to response time (15 mins, 30 mins and 1 hour). Appreciate any advice from anyone who had implemented similar conditions before. Also, is there anyone who had implemented SIRIOS? I am looking for installation instruction as the manual is only in english. Thanks in advance. Regards, Oh Sieng Chye) ------------------------------ Message: 4 Date: Wed, 8 Mar 2006 12:27:56 +0100 From: "Peter van Beugen" <Peter(a)tda.nl> Subject: RE: [otrs] SLA Management To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <DB4FBB8124EABD4480F83EF09D501B7F01070435(a)srv-exchange.tda.nl> Content-Type: text/plain; charset="iso-8859-1" It is very very easy in OTRS Just create 3 queues and POP3 accounts (and 3 different e-mail adresses) or by PostMaster Filter. Read the OTRS manual.... Regards, Peter van Beugen Telecom Direct Almere BV -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens siengchye-oh Verzonden: woensdag 8 maart 2006 12:11 Aan: otrs(a)otrs.org Onderwerp: [otrs] SLA Management Hi all, I have just installed OTRS and it looks good out of box. I have a requirement to define 3 levels of SLA with regard to response time (15 mins, 30 mins and 1 hour). Appreciate any advice from anyone who had implemented similar conditions before. Also, is there anyone who had implemented SIRIOS? I am looking for installation instruction as the manual is only in english. Thanks in advance. Regards, Oh Sieng Chye) _______________________________________________ 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/ ------------------------------ Message: 5 Date: Wed, 8 Mar 2006 11:59:02 -0000 From: "Kevin Carrell" <kevin.carrell(a)mediasquare.co.uk> Subject: [otrs] RE: Populating OTRS To: <otrs(a)otrs.org> Message-ID: <11673AEBD5A0B44BB81C169C945B9DE21A3CF7(a)msqexch01.mediasquare.net> Content-Type: text/plain; charset="iso-8859-1" Thanks for that Guys Kev -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 08 March 2006 10:44 To: otrs(a)otrs.org Subject: otrs Digest, Vol 32, Issue 10 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Integration with OTRS. (Volker.Lipper(a)de.mecglobal.com) 2. Feature-Requests for "OTRS goes ITIL" (Alexander Scholler) 3. Re: Otrs first install dns problem? (Marko Karg) 4. Populating OTRS (Kevin Carrell) 5. Re: Populating OTRS (Volker.Lipper(a)de.mecglobal.com) 6. RE: Populating OTRS (Thomas Nilsen) 7. Re: Feature-Requests for "OTRS goes ITIL" (BALAN, Daniel) ---------------------------------------------------------------------- Message: 1 Date: Wed, 8 Mar 2006 07:47:50 +0100 From: Volker.Lipper(a)de.mecglobal.com Subject: Re: [otrs] Integration with OTRS. To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <OF4C12CB2B.0447E782-ONC125712B.00253062-C125712B.00250741(a)de.mecglobal.com> Content-Type: text/plain; charset="us-ascii" hmmmmm, there is a complete (web-driven) Userinterface integrated in OTRS that can be configured and fitted to your needs... Search documentation and Mailing lists for "theme" and "user interface". this interface can easily handle all the things you mentioned below.... Li otrs-bounces(a)otrs.org schrieb am 07.03.2006 16:00:11: > Good day! > > First of all sorry if this list isn't the correct place for such a question. > > I'm have to write som kind of web-interface for users to pass requests > to OTRS and see results of request processing. First (passing requests > to OTRS) can be done simple by sending an e-mail message as far as I > know, but how can I get ticket status? Or may be I can define some > kind of callback, that will be called every time ticket is processed? > > I looked through OTRS documentation (may be not so attentively as I > should) and had no luck.. :/ > > Any links, comments etc. will be highly appreciated. > > Thanks in advance. > > -- > Regards, > Eugene Kosov. > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting f?r Ihr OTRS System? > => http://www.otrs.de/

1 0

message/rfc822 attachments handling
by Oliver Hitz 14 Mar '06

14 Mar '06

Hi all At our site, emails sent to the abuse email address are automatically handled in OTRS. Quite often, such emails are forwarded as message/rfc822 attachments in multipart/mixed messages. For an abuse desk, we are not really interested in the content of such attachments, but we really need to see the headers. Unfortunately, OTRS does not show them to us. Only clicking on the "plain" link shows us the wanted information. Also, when such messages are forwarded in OTRS, message/rfc822 parts are sent without the headers. Is there anybody with such issues? Is there a configuration option where this behaviour can be changed? Thanks in advance! Oliver

1 0

Oracle installation: ORA-00972 identifier is too long
by Thorne Lawler 14 Mar '06

14 Mar '06

Hi OTRS folks, I am having difficulty installing OTRS into an Oracle DB. The otrs-schema.oracle.sql script finishes, but produces some errors which worry me: >>>>>>COPY>>>>>> CREATE INDEX article_message_id ON article (a_message_id) * ERROR at line 1: ORA-01450: maximum key length (3218) exceeded <<<<<<COPY<<<<<< and >>>>>>COPY>>>>>> ALTER TABLE standard_response_attachment ADD CONSTRAINT standard_response_attachment_PK PRIMARY KEY (id) * ERROR at line 1: ORA-00972: identifier is too long DROP SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE OR REPLACE TRIGGER standard_response_attachment_seq_t * ERROR at line 1: ORA-00972: identifier is too long <<<<<<COPY<<<<<< After this, initial_insert.sql bombs out horribly, so I assume it's finding some discrepancy with the tables created by the above. Particularly worrying is the "ORA-00972: identifier is too long", since Oracle support says: "Cause: The name of a schema object exceeds 30 characters. Schema objects are tables, clusters, views, indexes, synonyms, tablespaces, and usernames. Action: Shorten the name to 30 characters or less." Is there something I need to change? If so, where and how do I change it? I have seen one query just like this posted by Florent Guiliani, and I mailed F.G. directly but got no reply. The answer he recieved on-list was a little cryptic... Thanks in advance. -- _________________________________ Thorne Lawler Systems Administrator t: +61 3 8329 2026 f: +61 3 9326 7588 e: thorne.lawler(a)microlistics.com.au Microlistics A Dawson Group Company www.microlistics.com.au _________________________________

1 0

RE: [otrs] Split??
by Davis, Gary H 13 Mar '06

13 Mar '06

yep... that is the way we use it... then link the two so there is a record of who did what.... gd ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Monday, March 13, 2006 8:21 AM To: otrs(a)otrs.org Subject: AW: [otrs] Split?? Thanks Gary, this will then leave a copy of the origianl ticket, and create a second copy to be assigned, for example to another technician. Does this sound about right? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Davis, Gary H Gesendet: Montag, 13. März 2006 14:19 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Split?? If you mean splitting a work order... we use that when a request is made to say... install and application which requires a database to be build. We have dba's that do the database builds and sys admins that would handle the software install.... Gary Davis GM SDC / PSIC Lab Manager ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Monday, March 13, 2006 8:15 AM To: otrs(a)otrs.org Subject: [otrs] Split?? Hello again, Can someone explain the philosophy behind splitting an article?` Thanks. Best Regards, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

1 0

AW: [otrs] Split??
by shawn.beasley＠dlh.de 13 Mar '06

13 Mar '06

Thanks Gary, this will then leave a copy of the origianl ticket, and create a second copy to be assigned, for example to another technician. Does this sound about right? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Davis, Gary H Gesendet: Montag, 13. März 2006 14:19 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Split?? If you mean splitting a work order... we use that when a request is made to say... install and application which requires a database to be build. We have dba's that do the database builds and sys admins that would handle the software install.... Gary Davis GM SDC / PSIC Lab Manager ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Monday, March 13, 2006 8:15 AM To: otrs(a)otrs.org Subject: [otrs] Split?? Hello again, Can someone explain the philosophy behind splitting an article?` Thanks. Best Regards, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

1 0

RE: [otrs] Split??
by Davis, Gary H 13 Mar '06

13 Mar '06

If you mean splitting a work order... we use that when a request is made to say... install and application which requires a database to be build. We have dba's that do the database builds and sys admins that would handle the software install.... Gary Davis GM SDC / PSIC Lab Manager ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Monday, March 13, 2006 8:15 AM To: otrs(a)otrs.org Subject: [otrs] Split?? Hello again, Can someone explain the philosophy behind splitting an article?` Thanks. Best Regards, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

1 0

Split??
by shawn.beasley＠dlh.de 13 Mar '06

13 Mar '06

Hello again, Can someone explain the philosophy behind splitting an article?` Thanks. Best Regards, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

1 0

Escalated ticket email notification
by Dimitri De Leye 13 Mar '06

13 Mar '06

Hi, First of all, congratulations to the OTRS developers...it's an excellent tool ! Can somebody explain me how to set up an email notification of escalated tickets to every agent of the ticket's queue? I've tried the examples (configuring the GenericAgent.pm) file but that doesn't work. I've also tried configuring the job with the webinterface, but that doesn't work neither. What have I done on the webinterface: 1. First created a job via the webinterface 2. At the bottom (module textbox) I filled in : Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue 3. Underneath (params section) : Escalation => 1 The tickets that are affected are all the tickets with "Escalation" enabled and not only those past the escalation date. Thanks in advance ! Dimitri

1 0

Multiple emails on single customer, or better group?
by Benjamin Bittner 13 Mar '06

13 Mar '06

Hallo subscribers, We're using OTRS for our tickets, but another OSS CRM System to manage our customers. We have several companies in our CRM with multiple contact persons. In OTRS, we want that every company has one customer account, so that every mail written by one of the several contact persons for this company, gets automatically related to the company's customer account in OTRS. The doc's say that i should use groups, but i'm not really sure, wether this is the right approach, because it seems, that the group feature is solely an admin thing. So now normal OTRS user can manage groups. Is it possible, that if an unrecognized email comes in, the OTRS user can attach this email to a group, without having admin rights? We want to use this feature, so we can relate our customer accounts from the CRM System with the customers from OTRS. Thanks in advance Regards Benjamin

1 0

Agents can be customers.
by shawn.beasley＠dlh.de 13 Mar '06

13 Mar '06

Hello @ all, I have made what seems to bet he proper settings so that an agent can be selected as a customer, but when I search for the agent in the customer field, I do not find him/her. Has any one had any experience in this? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

1 0

Pending Ticket Notification
by Zaeem Arshad 13 Mar '06

13 Mar '06

Hi all, How can I create a GenericAgent job to notify a select group of ppl about pending/un-answered tickets older than 2 days? Any help is appreciated. TIA -- ZA

1 0

mysql - otrs problems
by Buchner, Daniel 13 Mar '06

13 Mar '06

Morning/Afternoon, I had a few issue with crashed tables last week and haven't been able to resolve these. Since last week I have repaired all associated database tables (ALL tables), with "mysql repair table ..." and via myisamchk. Either repair function returns an all clean yet the GenericAgent.pl is still not able to select from any of the Pre-Composed Answers. It simply halts and doesn't return anything. Yet manual queries return the information out of the database just fine. See below. By manual queries I mean the select statements which are being issued through otrs to the db, what isn't happening is for the information selected out of the db to be passed back to the app. ###################################### >From otrs@morphix Thu Mar 09 16:11:22 2006 Envelope-to: otrs@morphix Delivery-date: Thu, 09 Mar 2006 16:11:22 +1100 From: root@morphix (Cron Daemon) To: otrs@morphix Subject: Cron <otrs@morphix> test -x $HOME/bin/GenericAgent.pl && $HOME/bin/GenericAgent.pl -c db >> /dev/null X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs/> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> Date: Thu, 09 Mar 2006 16:10:42 +1100 DBD::mysql::st execute failed: Can't open file: 'generic_agent_jobs.MYI'. (errno: 145) at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.4 OS: linux Time: Thu Mar 9 16:10:02 2006 Message: Can't open file: 'generic_agent_jobs.MYI'. (errno: 145), SQL: 'SELECT job_name FROM generic_agent_jobs' Traceback (6938): Module: Kernel::System::GenericAgent::JobList (v1.11 ) Line: 638 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 131 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. ###################################### Mysql Log when selecting a pre composed answer: 33009 Query SELECT salutation, first_name, last_name, login, pw, email, customer_id, comments, valid_id, login FROM customer_user WHERE login = 'blahblah(a)blahblah.com <mailto:'carezcgc(a)bigpond.com> ' 33009 Query SELECT sa.value0, sa.value1 FROM system_address sa, queue sq WHERE sq.id = 5 and sa.id = sq.system_address_id 33009 Query SELECT text FROM standard_response WHERE id = 16 33009 Query SELECT text FROM salutation sa, queue sq WHERE sq.id = 5 and sq.salutation_id = sa.id 33009 Query SELECT text FROM signature si, queue sq WHERE sq.id = 5 and sq.signature_id = si.id 33009 Query SELECT login , salutation, first_name, last_name FROM customer_user WHERE login = 'blahblah(a)blahblah.com' LIMIT 1 ###################################### Manual queries return: mysql> SELECT salutation, first_name, last_name, login, pw, email, customer_id, comments, valid_id, login FROM customer_user WHERE login = ' <mailto:'carezcgc(a)bigpond.com> blah(a)blahblah.com'; Empty set (0.00 sec) mysql> SELECT sa.value0, sa.value1 FROM system_address sa, queue sq WHERE sq.id = 5 and sa.id = sq.system_address_id; +------------------------+--------------------+ | value0 | value1 | +------------------------+--------------------+ | postmaster(a)bigpond.com | BigPond Postmaster | +------------------------+--------------------+ 1 row in set (0.00 sec) mysql> SELECT text FROM standard_response WHERE id = 16 -> ; +-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+ | text | +-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+ | Thank you for your email. The error was caused by BigPond's mail server being blacklisted as a result of a spammer on the BigPond network. We have terminated the services of the spammer and requested a de-listing of our mail server which should be effective within the next 48 hours. Plesae re-send your message. |+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+ 1 row in set (0.00 sec) mysql> SELECT text FROM salutation sa, queue sq WHERE sq.id = 5 and sq.salutation_id = sa.id; +--------------------------------------+ | text | +--------------------------------------+ | Dear <OTRS_CUSTOMER_REALNAME>, | +--------------------------------------+ 1 row in set (0.00 sec) mysql> SELECT text FROM signature si, queue sq WHERE sq.id = 5 and sq.signature_id = si.id; +---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+ | text | +---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+ | Sincerely, Bigpond Postmaster BigPond Broadband & Dial-up Internet Access [faq] http://www.bigpond.com/help/faqs/ [email faq] http://www.bigpond.com/help/email/ [security] http://www.bigpond.com/help/security/ | +---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+ 1 row in set (0.00 sec) mysql> SELECT login , salutation, first_name, last_name FROM customer_user WHERE login = 'blah(a)blahblah.com' LIMIT 1; Empty set (0.00 sec) Any ideas anyone? ;) Rgs, Daniel Buchner BigPond Operations Desk: +61 2 8255 0618 Mobile:+61 428 225 476 Email: daniel.buchner(a)team.telsra.com The information transmitted in this document is intended only for the person or entity to whom it is addressed. It may contain confidential or privileged material. Any review, retransmission, dissemination or other use or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete all copies of the material.

1 0

freebsd + otrs
by Vladimir Dvorak 12 Mar '06

12 Mar '06

Hello list, I have succesfully installed OTRS on one Linux box, but I have troubles with installing on FreeBSD server. Probably I have anything missing, but do not know where can I look. I got this message when I start with http://localhost/otrs/installer.pl --- Software error: Got no LogObject! at /home/xxx/manager/otrs/bin/cgi-bin/../../Kernel/System/Time.pm line 70. For help, please send mail to the webmaster (admin(a)domain.com <mailto:admin@vdsoft.org>), giving this error message and the time and date of the error. --- Thank you for your hints! Vladimir Dvorak

1 0

LDAP retrieval of memberOf
by Ozur, Mark 11 Mar '06

11 Mar '06

Hi, We are trying to retrieve from Active Directory via LDAP the memberOf attribute. The memberOf attribute was added to Config.pm under MAP. When otrs returns the attribute however, it only finds the first group in memberOf and not all the Groups the user is a member of. I have played with sizelimit, timelimit, etc. I have put a debug log entry into CustomerUserDataGet right after the LDAP search and dumped the memberOf attribute explicitly. The results were the same, just the first group in memberOf. I have written some Perl code outside of otrs and it works fine. That is it returns the entire memberOf attribute. Does anyone have a clue as to why otrs only returns the first group? Thanks, Mark Ozur, CEO PredictableIT Phone: 877-212-1025 ext 102 mozur(a)predictableit.com <mailto:mozur@predictableit.com> Helpdesk: 877-212-1025 ext 1

1 0

Agent communication
by Zaeem Arshad 11 Mar '06

11 Mar '06

hi, What is the best way for different agent communicating with each other regarding a particular ticket? Currently, I am using notes for that but no emails are sent to concerned personnel if a note is added. BR -- ZA

1 0

Re: AW: [otrs] System / SysConfig error message
by Oliver Buckie 10 Mar '06

10 Mar '06

When I do a "find . -name otrs", I get the following: ./etc/otrs ./var/lib/mysql/otrs ./var/lib/otrs ./usr/share/doc/otrs ./usr/share/lintian/overrides/otrs ./usr/share/otrs ./usr/lib/cgi-bin/otrs I believe that my <OTRS_HOME> is ./usr/share/otrs. However, I still can't get permissions working... -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Graeme Brough Gesendet: Dienstag, 21. Februar 2006 16:21 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] System / SysConfig error message Oliver, Try: 'cd /' 'find . -name otrs' This should return the relative path from your Present Working Directory (PWD) HTH, Graeme Oliver Buckie wrote: > Silly question, but how do I know what my OTRS home dir is. This is a default Debian install. I believe it to be /usr/share/otrs 'coz that's where my Kernel and other sub-dirs are. > > I ran "./SetPermissions.sh /opt/otrs root www-data" and this has sorted my System, SysConfig problem out - I now have access. However, I still get permission problems with Misc, Package Manager... > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag > von Nils Breunese (Lemonbit Internet) > Gesendet: Dienstag, 21. Februar 2006 15:21 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: [otrs] System / SysConfig error message > > Oliver Buckie wrote: > > >>I ran $OTRS_Home/bin/otrs.checkModules and XML::Parser was not >>installed - everything else fine. So I installed "libxml-parser- perl >>2.34-4", re-ran otrs.checkModules and all OK. > > > That should help, yes. > > >>I get one step further now in System, SysConfig page.. However, as >>with Misc, Package Manager - I get permisison problems: >> >>Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: >>permission denied! >> >>In the "/usr/share/otrs/bin#" directory I ran "./.SetPermissions.sh >>/usr/share/otrs root root" - but this has not helped. Any ideas what I >>am doing wrong? > > > Usage: SetPermissions.sh <OTRS_HOME> <OTRS_USER> <WEBSERVER_USER> > [OTRS_GROUP] [WEB_GROUP] > > I don't know if /usr/share/otrs is your OTRS homedir, but that could be. However, otrs and apache should not be run as root and I hope you aren't running either as root (especially not apache, running apache as root is a major security no-no). > > On my machine I'd run: ./SetPermissions.sh /opt/otrs otrs apache > > But like I said, your config may be different. > > Nils Breunese. > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > >>http://www.otrs.de/ -- ============================================================== Graeme Brough rsc-uc(a)sun.com Customer Account Management Support Team Internal: x(70) 73488 Worldwide: +44 (0)1506 673488 Sun Remote Support Centre Linlithgow, UK ============================================================== ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

4 6

RE: [otrs] LDAP Alias authentication
by Thomas Nilsen 10 Mar '06

10 Mar '06

Would it not be better to use the LDAP Group check to verify if a user is allowed Agent access etc? As long as you use Open LDAP this should work fine. (Won't work with Active Directory). Check the manual for : $Self->{'AuthModule::LDAP::GroupDN'} Thomas -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tojo RANDRIANAIVOJAONA Sent: Thursday, March 09, 2006 6:34 PM To: otrs(a)otrs.org Subject: [otrs] LDAP Alias authentication hi ! I succeed the authentication OTRS with the classic ldif LDAP (using objectClass InetOrgPerson with its attributes). Now, I tried to do the authentification LDAP with an Alias of an InetOrgPerson LDAP but it's always failed. Is it possible in OTRS ? My ldif scripts is like this: ... # Entry 2: uid=llg,ou=osc,ou=person,dc=otrs,dc=demo dn:uid=llg,ou=osc,ou=person,dc=otrs,dc=demo cn: Laurent Le Grandois departmentNumber: OSC description: xxxx givenName: llg mail: Lcxcxcxraxcxs(a)atxcxcxcgin.com mobile: +33 6 70 01 25 61 o: xxxx objectClass: inetOrgPerson sn: Le Grxcxcxc telephoneNumber: +33 1 55 58 72 38 title: Architecte J2EE uid: llg userPassword: **** dn:uid=llg,ou=systemusers,ou=otrsusers,dc=otrs,dc=demo aliasedObjectName: uid=llg,ou=osc,ou=person,dc=otrs,dc=demo uid: llg objectClass: alias objectClass: extensibleObject objectClass: top With the standard configuration of Config.pm: # Authentification au niveau de l'admin # Contrainte: il faut que le mail (ou le mail) soit valide # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'localhost'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=systemusers,ou=otrsusers,dc=otrs,dc=demo'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Authentification au niveau utilisateur # Rque: Bien verifier l'arbre LDAP (faire attention aux espaces --> il faut les mettre) #tojo Customer # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'localhost'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=customerusers,ou=otrsusers,dc=otrs,dc=demo'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # CustomerUser ... Can You help me? Tojo Randrianaivojaona 18, rue Fouré c.319 44 000 NANTES Tel: 06 33 56 94 84 ra_tojo(a)yahoo.fr Tojo.Randrianaivojaona(a)polytech.univ-nantes.fr ___________________________________________________________________________ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

2 1

Bug in notification?
by Mobeen Azhar 10 Mar '06

10 Mar '06

Hello all, I am running OTRS version 2.0.4 on a SuSE 10.0 box. I would like to include the full customer email in the en:Agent::NewTicket notification. I see where the notification references the OTRS_CUSTOMER_EMAIL[16] tag. In going through list archives, one suggestion I came across was to replace that tag with OTRS_CUSTOMER_EMAIL. However, doing that places the literal string OTRS_CUSTOMER_EMAIL in the notification instead of the full customer email. Is this bug and if so, does anyone know of a workaround? Thanks in advance for any help, -- ___________________________________________ Mobeen Azhar Email: moby(a)pcsn.net <mailto:moby@pcsn.net> **PC.Solutions.Net** http://www.pcsn.net <http://www.pcsn.net/> Voice: 281-880-0738, Fax: 281-587-0844 HP Partner, IBM Business Partner, Microsoft Certified Partner, Multitech Optimum Reseller, WYSE Authorized Winterm Partner

3 4

RE: [otrs] sysconfig option? changes?
by Patrik Forsberg 10 Mar '06

10 Mar '06

in the database. > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of danlist(a)wbisp.com > Sent: den 10 mars 2006 00:10 > To: 'User questions and discussions about OTRS.org' > Subject: [otrs] sysconfig option? changes? > > Are the changes made through the sysconfig menu stored in the > defaults.pm or in > the database? > > > Thanks > > > Dan Metcalf > Wireless Broadband Systems > www.wbisp.com > 781-566-2053 ext 6201 > 1-888-wbsystem (888) 927-9783 > dan.metcalf(a)wbisp.com > support: support(a)wbisp.com > > > > -- > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.1.375 / Virus Database: 268.2.1/277 - Release > Date: 03/08/2006 > > > _______________________________________________ > 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

Adding new fields in ticket
by Zaeem Arshad 10 Mar '06

10 Mar '06

Hi, Any pointers on how to add multiple fields in a new phone ticket like phone number, house address etc etc. regards -- ZA

3 4

Include attachments in notification.
by Mobeen Azhar 09 Mar '06

09 Mar '06

Hello all, I am running OTRS 2.0.4 on a SuSE 10.0 box. I would like to include any attachments in en:Agent:NewTicket notifications but I cannot see how to do that, or if that is even possible. Can anyone point me in the right direction? Thanks in advance for any help, -- ___________________________________________ Mobeen Azhar Email: moby(a)pcsn.net <mailto:moby@pcsn.net> **PC.Solutions.Net** http://www.pcsn.net <http://www.pcsn.net/> Voice: 281-880-0738, Fax: 281-587-0844 HP Partner, IBM Business Partner, Microsoft Certified Partner, Multitech Optimum Reseller, WYSE Authorized Winterm Partner

1 0

LDAP Alias authentication
by Tojo RANDRIANAIVOJAONA 09 Mar '06

09 Mar '06

hi ! I succeed the authentication OTRS with the classic ldif LDAP (using objectClass InetOrgPerson with its attributes). Now, I tried to do the authentification LDAP with an Alias of an InetOrgPerson LDAP but it's always failed. Is it possible in OTRS ? My ldif scripts is like this: ... # Entry 2: uid=llg,ou=osc,ou=person,dc=otrs,dc=demo dn:uid=llg,ou=osc,ou=person,dc=otrs,dc=demo cn: Laurent Le Grandois departmentNumber: OSC description: xxxx givenName: llg mail: Lcxcxcxraxcxs(a)atxcxcxcgin.com mobile: +33 6 70 01 25 61 o: xxxx objectClass: inetOrgPerson sn: Le Grxcxcxc telephoneNumber: +33 1 55 58 72 38 title: Architecte J2EE uid: llg userPassword: **** dn:uid=llg,ou=systemusers,ou=otrsusers,dc=otrs,dc=demo aliasedObjectName: uid=llg,ou=osc,ou=person,dc=otrs,dc=demo uid: llg objectClass: alias objectClass: extensibleObject objectClass: top With the standard configuration of Config.pm: # Authentification au niveau de l'admin # Contrainte: il faut que le mail (ou le mail) soit valide # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'localhost'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=systemusers,ou=otrsusers,dc=otrs,dc=demo'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Authentification au niveau utilisateur # Rque: Bien verifier l'arbre LDAP (faire attention aux espaces --> il faut les mettre) #tojo Customer # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'localhost'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=customerusers,ou=otrsusers,dc=otrs,dc=demo'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # CustomerUser ... Can You help me? Tojo Randrianaivojaona 18, rue Fouré c.319 44 000 NANTES Tel: 06 33 56 94 84 ra_tojo(a)yahoo.fr Tojo.Randrianaivojaona(a)polytech.univ-nantes.fr ___________________________________________________________________________ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com

1 0

Work units
by Jennifer Valdez 09 Mar '06

09 Mar '06

Work units can be specified by going to "SysConfig" in the admin area. You can search for "work units" and it will take you to "Config Options: Ticket -> Frontend::Agent". >From there, find "Frontend::Agent Ticket::Frontend::TimeUnits:" and change "work units" to the time that you would like. I set mine to hours. Good Luck! Jennifer Valdez

1 0

Exchange autoresponder badmail problem
by Justin P. Smith 09 Mar '06

09 Mar '06

When using Exchange as my MTA, "new ticket created" autoresponses are categorized as badmail and deleted. When I use mercury as my MTA the mails send fine. Anyone else using exchange as the MTA that had this problem?

1 0

RE: [otrs] Work units
by Patrik Forsberg 09 Mar '06

09 Mar '06

It is in the format you descide. Ether you tell your agents what it is or you change the text via Ticket::Frontend::TimeUnits > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Zaeem Arshad > Sent: Thursday, March 09, 2006 1:47 PM > To: otrs(a)otrs.org > Subject: [otrs] Work units > > aloha list, > > > Can any one explain what is the concept of work units? Are > they in hours > or what? is it possible to specify units ?? > > > regards > > -- > ZA > > _______________________________________________ > 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

Work units
by Zaeem Arshad 09 Mar '06

09 Mar '06

aloha list, Can any one explain what is the concept of work units? Are they in hours or what? is it possible to specify units ?? regards -- ZA

2 1

OTRS on Mandriva 2006 :: @INC Error
by KartheeK 09 Mar '06

09 Mar '06

Hello All, I am in the process of installing OTRS(.tar.gz) on a Mandriva 2006. When I issue the command "perl -cw /opt/otrs/bin/PostMasterPOP3.pl, I get the following error: =========================================================== Can't locate Kernel/Config.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.7/i386-linux /usr/lib/perl5/5.8.7 /usr/lib/perl5/site_perl/5.8.7/i386-linux /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.7/i386-linux /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.6/i386-linux /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl .) at /opt/otrs/bin/PostMasterPOP3.pl line 36. BEGIN failed--compilation aborted at /opt/otrs/bin/PostMasterPOP3.pl line 36. ========================================================= I belive i should do something to the perl configuration or something... Can any body help me resolve this? Warm Regards, KartheeK --------------------------------- Jiyo cricket on Yahoo! India cricket Yahoo! Messenger Mobile Stay in touch with your buddies all the time.

1 0

Integration with OTRS.
by Косов Евгений 09 Mar '06

09 Mar '06

Good day! First of all sorry if this list isn't the correct place for such a question. I'm have to write som kind of web-interface for users to pass requests to OTRS and see results of request processing. First (passing requests to OTRS) can be done simple by sending an e-mail message as far as I know, but how can I get ticket status? Or may be I can define some kind of callback, that will be called every time ticket is processed? I looked through OTRS documentation (may be not so attentively as I should) and had no luck.. :/ Any links, comments etc. will be highly appreciated. Thanks in advance. -- Regards, Eugene Kosov.

3 4

AW: Re[2]: [otrs] Feature-Requests for 'OTRS goes ITIL'
by Thorsten.Dannhausen＠Bertelsmann.de 09 Mar '06

09 Mar '06

Hi Duarte, to bad you didn't mention your OTRS version. I think since version 2.0 it's possible to implement a workflow in otrs. You can use Ticket-ACL to archive this. Take a closer look at OTRS-Faq: 420068 It's a pretty good explanation of this feature. Regards Thorsten _____ Von: BALAN, Daniel [mailto:dbalan@bitdefender.com] Gesendet: Donnerstag, 9. März 2006 08:19 An: User questions and discussions about OTRS.org Betreff: Re[2]: [otrs] Feature-Requests for 'OTRS goes ITIL' Hello Duarte, A nice overview of your system, from where we also can inspire in order to improve ours. I have to tell you that I also use drop down menus for free field texts and also I really need a work flow system ( What I can't get: 5). I think there is a solution for your: ( What I can't get: 4): For any queue you can set: Escalation time (minutes): If any of the tickets will exceed the time limit (no reply from the technicians) the technicians will be forced to see and work only on that ticket(s). Take a closer look in there and see if it is what you are looking for. Enjoy, Daniel Wednesday, March 8, 2006, 6:40:44 PM, you wrote: Duarte> I want to give my input to the OTRS developers. Duarte> We have a 10000 customer base, 200 distinct locations Duarte> (buildings), 150 system users (technical staff), a front Duarte> office (5 members), interact with 5 different companies that use our OTRS installation. Duarte> A little background about our users: 90% don't know English Duarte> or the distinction between a hard drive space and memory Duarte> space. They don't understand what a 1 Mega Email is, or that Duarte> their quota on the server is only of 30M. Duarte> We've been in a centralization, merging process, but still Duarte> have around 90 different domains, etc... Duarte> 90% of our tickets arrive by phone. Duarte> We receive around 3000 calls per month, with a average of 1000 new tickets per month. Duarte> We're in the public sector, so there are lots of work that Duarte> needs to have written approvals from directors, etc. Duarte> What I "added" to otrs and what I can't add: Duarte> Queues: based on major subjects, corporate applications, Duarte> Maintenance, PC/Printers support, Phones. Inside each of there Duarte> are several subqueues, and sub sub queues. Duarte> We've worked primarily on the key/value pairs, adding the following drop down options: Duarte> - Generic classification:Incident, Problem, Provisioning, change, etc Duarte> - Solved by: Front Office, Front Office + BackOffice, Duarte> Backoffice, Reporting, External Companny Duarte> - Received by: Phone, Fax, Email, paper, Intranet, Cad Portal, and so on Duarte> - Specific Calssification: Application Autodesk, App SAP, Duarte> Active Directory Password, AD Permissions, Ad Profiles, AD Shares, AD Printers Duarte> - Number of objects (meaning the number of actions solved Duarte> in one ticket, for example one ticket that asks you to create Duarte> 5 new emails will have a 5 in this field. Duarte> What can I get with this: Duarte> 1) I can find out the ticket close rate of each involved Duarte> team (specially my team: the front office). Duarte> 2) I can script checks to see if a ticket that is open for 3 Duarte> days is a incident, a problem, etc, and act on it. Duarte> 3) The roles tab has come handy now, and its easy to add a Duarte> new user, or remove it from a specific queue. Users have Duarte> access to several queues, ranging from one or to, to 30 or more. Duarte> Duarte> What I can't get: Duarte> 1) Workflow... all the workflow is done in the heads of our Duarte> system users. You need to create a ticket with some user info, Duarte> send it to the team that creates email addresses; after that Duarte> is done, we send it to the AD team to create the respective Duarte> user; after that, we (or other team) configure the outlook Duarte> remotely (or locally in some places we don't have access). Duarte> All this rules are in our heads and sometimes we fail. Duarte> 2) Distinguish front office creating a ticket, and front Duarte> office working on a ticket. Its still difficult to find out. Duarte> Because when I create a phone ticket, my user "works" on the Duarte> ticket. I needed another user level... I think (for example, I Duarte> can't use escalation, because our frontend team needs to have Duarte> access RW to every queue, but some tickets can't be solved by Duarte> us, and if a ticket escalates and we can't solve it, just messes up with everyone). Duarte> 3) the customer front end is too complex (believe me) to be used by our customers. Duarte> 4) I need a way to pin point a ticket to a specific system Duarte> user (like a welcome page, instead of "my queues", where a Duarte> user sees "messages" like: take a better look to this ticket) Duarte> 5) Also, there is need to another type of workflows: Duarte> escalation workflows... for some critical processes. Contact Duarte> person A, if it fails, Contact B, etc... after 15 min if Duarte> problem is not solved, Warn Director X, after 60minuts, warn Director Y... a timed workflow Duarte> Sorry if some of these needs are already solved in otrs, but I didn't found out how. Duarte> Don't get me wrong. OTRS is a good tool, and we use it for the last 3 years. Duarte> We're planning to change to a NNM solution but I think OTRS Duarte> is in the correct path. Talking about customer users, I don't Duarte> know where the developers are aiming to, but if they intend to Duarte> have a large audience, think that we can't tell users that Duarte> they need to choose a email, a queue, or something different Duarte> than <mailto:helpdesk@yourcompanny.com> helpdesk(a)yourcompanny.com to get their request going. Duarte> Hope it helps guiding the otrs future. Duarte> Duarte Cordeiro Duarte> _______________________________________________ Duarte> OTRS mailing list: otrs - Webpage: <http://otrs.org/> http://otrs.org/ Duarte> Archive: <http://lists.otrs.org/pipermail/otrs> http://lists.otrs.org/pipermail/otrs Duarte> To unsubscribe: <http://lists.otrs.org/cgi-bin/listinfo/otrs> http://lists.otrs.org/cgi-bin/listinfo/otrs Duarte> Support oder Consulting für Ihr OTRS System? Duarte> <http://www.otrs.de/> http://www.otrs.de/

2 1

Feature-Requests for "OTRS goes ITIL"
by Alexander Scholler 09 Mar '06

09 Mar '06

Hi all, I was very appreciated to read on the otrs.org-Website that "OTRS goes ITIL", meaning that OTRS aspires to reach an ITIL-certificate - whatever this means...? I think that the current OTRS-implementation lacks the distinction of incoming requests. Is it a * incident * service-request, especially - change request - request for information or education (* problem) (We currently bypass this missing feature by using priorities like 1 - request for info, 2 - rfc/low, 3 - rfc/high, 4 - incident/low, 5 - incident/normal. 6 - incident/high) Another weak point is the consideration/integration of SLA on ticket-work. Perhaps my posting helps efforts of the otrs-developers by initiating a discussion of this topic. Bye, Alex

5 13

Notifications
by Jennifer Valdez 09 Mar '06

09 Mar '06

This problem has become somewhat urgent. When the system sends an email to the customer, the sender and reply-to address is the queue and queue email address respectively. However, when a notification is sent to an agent, the sender and the reply-to is set in Config Options: Framework -> Core NotificationSenderName and NotificationSenderEmail. I have tried setting this to the variable <OTRS_TICKET_Queue> with no luck. I would like to have notifications sent from the appropriate queue instead of from one single address. Is this possible? To illustrate: I have a queue called "SysAdmin" with an email of "help.sysad.example(a)example.com". Can the notifications be from "SysAdmin <help.sysad.example(a)example.com>" instead of "OTRS Notification Master <otrs(a)example.com>" ??? If anyone has a solution, I would be glad to hear it. Thanks, Jennifer Valdez

4 3

mysql schema disspeared?
by Buchner, Daniel 09 Mar '06

09 Mar '06

Weirdest thing ever. I am able to perform all operations except the ones which require the genericAgent.pl when i had a closer look I got the below. Question is - has anyone else come across this? I have not made any changes, nor has anyone else. Don't really know who or what would have removed the schema...odd. otrs@morphix:/opt/otrs$ $HOME/bin/GenericAgent.pl -c db DBD::mysql::st execute failed: Can't open file: 'generic_agent_jobs.MYI'. (errno: 145) at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. mask=[Error][Kernel::System::GenericAgent::JobList][Line:638]: Can't open file: 'generic_agent_jobs.MYI'. (errno: 145), SQL: 'SELECT job_name FROM generic_agent_jobs' ERROR: OTRS-GenericAgent-10 Perl: 5.8.4 OS: linux Time: Thu Mar 9 16:38:32 2006 Message: Can't open file: 'generic_agent_jobs.MYI'. (errno: 145), SQL: 'SELECT job_name FROM generic_agent_jobs' Traceback (7840): Module: Kernel::System::GenericAgent::JobList (v1.11 ) Line: 638 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 131 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. arg=otrs@morphix:/opt/otrs$ Daniel Buchner BigPond Operations Desk: +61 2 8255 0618 Mobile:+61 428 225 476 Email: daniel.buchner(a)team.telsra.com The information transmitted in this document is intended only for the person or entity to whom it is addressed. It may contain confidential or privileged material. Any review, retransmission, dissemination or other use or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete all copies of the material.

2 1

RE: Populating OTRS
by Kevin Carrell 08 Mar '06

08 Mar '06

Thanks for that Guys Kev -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 08 March 2006 10:44 To: otrs(a)otrs.org Subject: otrs Digest, Vol 32, Issue 10 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Integration with OTRS. (Volker.Lipper(a)de.mecglobal.com) 2. Feature-Requests for "OTRS goes ITIL" (Alexander Scholler) 3. Re: Otrs first install dns problem? (Marko Karg) 4. Populating OTRS (Kevin Carrell) 5. Re: Populating OTRS (Volker.Lipper(a)de.mecglobal.com) 6. RE: Populating OTRS (Thomas Nilsen) 7. Re: Feature-Requests for "OTRS goes ITIL" (BALAN, Daniel) ---------------------------------------------------------------------- Message: 1 Date: Wed, 8 Mar 2006 07:47:50 +0100 From: Volker.Lipper(a)de.mecglobal.com Subject: Re: [otrs] Integration with OTRS. To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <OF4C12CB2B.0447E782-ONC125712B.00253062-C125712B.00250741(a)de.mecglobal.com> Content-Type: text/plain; charset="us-ascii" hmmmmm, there is a complete (web-driven) Userinterface integrated in OTRS that can be configured and fitted to your needs... Search documentation and Mailing lists for "theme" and "user interface". this interface can easily handle all the things you mentioned below.... Li otrs-bounces(a)otrs.org schrieb am 07.03.2006 16:00:11: > Good day! > > First of all sorry if this list isn't the correct place for such a question. > > I'm have to write som kind of web-interface for users to pass requests > to OTRS and see results of request processing. First (passing requests > to OTRS) can be done simple by sending an e-mail message as far as I > know, but how can I get ticket status? Or may be I can define some > kind of callback, that will be called every time ticket is processed? > > I looked through OTRS documentation (may be not so attentively as I > should) and had no luck.. :/ > > Any links, comments etc. will be highly appreciated. > > Thanks in advance. > > -- > Regards, > Eugene Kosov. > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting f?r Ihr OTRS System? > => http://www.otrs.de/

1 0

RE: [otrs] SLA Management
by Peter van Beugen 08 Mar '06

08 Mar '06

It is very very easy in OTRS Just create 3 queues and POP3 accounts (and 3 different e-mail adresses) or by PostMaster Filter. Read the OTRS manual.... Regards, Peter van Beugen Telecom Direct Almere BV -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens siengchye-oh Verzonden: woensdag 8 maart 2006 12:11 Aan: otrs(a)otrs.org Onderwerp: [otrs] SLA Management Hi all, I have just installed OTRS and it looks good out of box. I have a requirement to define 3 levels of SLA with regard to response time (15 mins, 30 mins and 1 hour). Appreciate any advice from anyone who had implemented similar conditions before. Also, is there anyone who had implemented SIRIOS? I am looking for installation instruction as the manual is only in english. Thanks in advance. Regards, Oh Sieng Chye) _______________________________________________ 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

SLA Management
by siengchye-oh 08 Mar '06

08 Mar '06

Hi all, I have just installed OTRS and it looks good out of box. I have a requirement to define 3 levels of SLA with regard to response time (15 mins, 30 mins and 1 hour). Appreciate any advice from anyone who had implemented similar conditions before. Also, is there anyone who had implemented SIRIOS? I am looking for installation instruction as the manual is only in english. Thanks in advance. Regards, Oh Sieng Chye)

1 0

RE: [otrs] Feature-Requests for "OTRS goes ITIL"
by Patrik Forsberg 08 Mar '06

08 Mar '06

I might be on the wrong track here.. but here are some thoughts.. > I was very appreciated to read on the otrs.org-Website that > "OTRS goes > ITIL", meaning that OTRS aspires to reach an ITIL-certificate > - whatever > this means...? > > I think that the current OTRS-implementation lacks the distinction of > incoming requests. Is it a > * incident > * service-request, especially > - change request > - request for information or education > (* problem) > > (We currently bypass this missing feature by using priorities like > 1 - request for info, 2 - rfc/low, 3 - rfc/high, > 4 - incident/low, 5 - incident/normal. 6 - incident/high) This can be arranged with abit of inituative procmail filtering together with GenericAgent and different queues. A queue could be SLA<any-given-name> and RFC for example where the queue escalation time and the people watching it is a specified ammount of people while another SLA and incident/high where the priority and escalation time would be a whole lot shorter. Also different mail adresses for different things .. like for "request info" the de facto standard seem to be info@fqdn. > Another weak point is the consideration/integration of SLA on > ticket-work. Here .. ether different queues as discussed above or different priorites. > Perhaps my posting helps efforts of the otrs-developers by > initiating a > discussion of this topic.

1 0

RE: [otrs] ldap sync
by Patrik Forsberg 08 Mar '06

08 Mar '06

> in 1.3 versions you had to add the following lines to > Config.pm when you > wanted to sync with an ldap backend: > > <snip> > #UserSyncLDAPMap > $Self->{UserSyncLDAPMap} = > { > # DB -> LDAP > Firstname => 'givenName', > Lastname => 'sn', > Email => 'mail', > }; > </snip> > > I thought that i won't need to add this Lines in 2.x Versions ? > However, sync with my OpenLdap Backend won't work with otrs 2.0.4 > without the Lines above - is that "intended" or is there any other > configuration parameter i am missing ? I actuly just did this :) First login with a user that exist in your LDAP directory, before aculy enabling the LDAP connection. Then when you have the user make it admin. When this is done logout and enable the LDAP configuration again. Then login to OTRS again and go into the SysConfig and enable LDAP Syncronization. After this any user in the LDAP can login and you can put them into the correct group(s). Very easy aculy once I found the little trick described above :) //patrik

1 0

ldap sync
by Franz Ferdinand Esberger 08 Mar '06

08 Mar '06

Hi everybody, in 1.3 versions you had to add the following lines to Config.pm when you wanted to sync with an ldap backend: <snip> #UserSyncLDAPMap $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; </snip> I thought that i won't need to add this Lines in 2.x Versions ? However, sync with my OpenLdap Backend won't work with otrs 2.0.4 without the Lines above - is that "intended" or is there any other configuration parameter i am missing ? Any suggestions ? FranzF

1 0

RE: [otrs] Populating OTRS
by Thomas Nilsen 08 Mar '06

08 Mar '06

There's a howto in the 1.3 documentation which describes the AD integration http://doc.otrs.org/1.3/en/html/ldap-integration.html#AEN870 Thomas ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Kevin Carrell Sent: Wednesday, March 08, 2006 10:45 AM To: otrs(a)otrs.org Subject: [otrs] Populating OTRS The answer to my question is probably staring me and my manager in the face, but as there are only 2 of us at the moment trying to to do 4 peoples jobs, it is possible I have missed the solution while searching the FAQ's and Manual. I would like to know if it is posiible to populate OTRS user information by importing data from Active Directory. If it is, and it is in the Manual or the FAQ database. Could someone please point me in the right direction by link or location within manual. Very Best regards Kevin Carrell DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

1 0

Populating OTRS
by Kevin Carrell 08 Mar '06

08 Mar '06

The answer to my question is probably staring me and my manager in the face, but as there are only 2 of us at the moment trying to to do 4 peoples jobs, it is possible I have missed the solution while searching the FAQ's and Manual. I would like to know if it is posiible to populate OTRS user information by importing data from Active Directory. If it is, and it is in the Manual or the FAQ database. Could someone please point me in the right direction by link or location within manual. Very Best regards Kevin Carrell

2 1

Otrs first install dns problem?
by Trasschaert Karl 08 Mar '06

08 Mar '06

Hi everybody, I've just install otrs on a windows computer. It looks to works, i can connect to the root account. When i tryes to create a new customer i've this error : "Attention: Email address (xxx(a)xxxx.be) not valid (invalid xxx(a)xxx.be (DNS problem: couldn't create socket: Unknown error)! )! " Did anyone know hot to resolve that? I've the same problem when i try to create a new user. Thx

2 1

error when logging into the admin section of otrs
by Isaac Gonzalez 08 Mar '06

08 Mar '06

Hello, All of a sudden we are experiencing this error when logging onto the admin section of OTRS: Error: Module Kernel::Modules::admin not registered in Kernel/Config.pm! ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: MSWin32 Time: Tue Mar 7 17:14:48 2006 Message: Module Kernel::Modules::admin not registered in Kernel/Config.pm! Traceback (3696): Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 547 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 We are able to login just fine to the customer section. No changes have been made to the config.pm, so I'm not sure what could have caused this. any help would be appreciated. thanks, isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379

1 0

RE: [otrs] customers question re-stated
by Isaac Gonzalez 07 Mar '06

07 Mar '06

Nice...I'll try that. Thanks buddy 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 mike conigliaro Sent: Tuesday, March 07, 2006 2:55 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] customers question re-stated i dont know if this helps, but you can explicitly define the queues that should be listed in the customer web interface. adding the following to Kernel/Config.pm will hide all queues except 'Requests': $Self->{CustomerPanelOwnSelection} = { # QueueID => String '2' => 'Requests', }; Isaac Gonzalez wrote: > How can we choose which queues the customers can send tickets > to.....right now, only they can only send to queues that belong to the > users group > > thanks, > Isaac > > > Isaac Gonzalez > > *Systems Administrator* > > *AutoReturn* > > Phone: (415)575-2359 > > Fax: (415)575-2379 > > > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > 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/ -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

1 0

customers question re-stated
by Isaac Gonzalez 07 Mar '06

07 Mar '06

How can we choose which queues the customers can send tickets to.....right now, only they can only send to queues that belong to the users group thanks, Isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379

2 1

TimeWorkingHours Format
by Christian Lox 07 Mar '06

07 Mar '06

Hi! I need 24 hour services, so what is the right format for TimeWorkingHours in Config.pm? Is it "0,1,...,23" or ist it "1,2,....,24"? Thanks, Christian -- you don't need eyes to see you need visions.

1 0

Note on unlocking a ticket
by Alexander Scholler 07 Mar '06

07 Mar '06

Hi all, it's easy to unlock a ticket by clicking on the unlock-link. But I think it should be better to force the agent to write a note that explains the unlock-reason (meaning the reasons why the agent can no longer active work on the ticket) and perhaps the next steps that have to be done). It's no problem to disable the unlock-button by ACLs, but how can a ticket be unlocked by the composing of a note. Any ideas? Bye, Alex

1 0

Unwanted GenericAgent Job
by Gawliczek Paweł 07 Mar '06

07 Mar '06

Hello, I have problems with deleting two GenericAgent Tasks. In the Admin section, in GenricAgent section they are listed as: - MAILER-DAEMON@Knoppix <http://213.17.139.235:2290/otrs/index.pl?Action=AdminGenericAgent&Subaction…> and the second as: - MAILER-DAEMON@Knoppix <http://213.17.139.235:2290/otrs/index.pl?Action=AdminGenericAgent&Subaction…> MAILER-DAEMON@Knoppix <http://213.17.139.235:2290/otrs/index.pl?Action=AdminGenericAgent&Subaction…> But when you enter to modify the entry the names do have ENTER character in the name. From the level of OTRS GUI there is no way of deleting them (modification also is not working properly :/ ) ... How may I get rid of them without losing any messages from the database ? Paul

2 1

Multiple interested parties per ticket?
by VK 05 Mar '06

05 Mar '06

Hi, I'm new to OTRS, so forgive me if I'm missing this somewhere. We're using 2.0.4. Typically a ticket is something that a customer will enter on behalf of a group of users. Although a ticket may be associated with a single customer user, we'd like to be able to add "interested parties" who receive any email generated by OTRS that would go to the current [single] customer. We'd like to be able to edit this list during the lifetime of the ticket, and allow the customer to modify it as well. This allows a dynamic list of multiple people involved with an issue at the customer side to receive updates without the agent having to notify them explicitly/individually. We'd like to be able to look up their email addresses via LDAP as we do today in the Email-Ticket interface "To:" field. Our customers are actually internal departments and they are all in the same LDAP directory. Does the CC: field serve this function beyond the initial ticket creation? Even so, we'd need something that can be modified later and that can be looked up. Thanks, VK

1 0

Setting up mail fetchmail
by OBrian Jones 04 Mar '06

04 Mar '06

I have otrs running on a windows server. I've read the otrs admin book and from that I just need to go to the C:\OTRS\otrs and edit the fetchmailrc.dist to use my mail server and login credentials. This is what confuses me from the instructions. You can use .fetchmailrc.dist in the home directory of OTRS and copy it to .fetchmailrc. Modify/change it for your needs. That is from the instructions, but I;m confused on what to do. Is .dist the extension? Can I make changes to .fetchmailrc.dist and just use that file or what? I'm really lost any help greatly appreciated. --------------------------------- Yahoo! Mail Bring photos to life! New PhotoMail makes sharing a breeze.

2 3

manager email for all closed emails
by Richard Mollel 03 Mar '06

03 Mar '06

Hi, I am trying to configure otrs to copy a manager the closing email of every ticket, regardless of agent or queue the ticket was associated with. Simply to keep stock of what actual emails have been closed, realtime, rather than running reports every now and then querying for closed tickets. Any tips of on how to achieve this welcomed. Running otrs 2.0.4 _Thanks Richard __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

2 2

new message! and locked tickets
by Martin Arundel 03 Mar '06

03 Mar '06

1. I have four locked tickets that I have 'zoom'ed (to lock them) one of these has a 'new message' When I look at the message it has 'two' items, one from the user and one from the queue saying thanks for the request (this as an automatic response we have set up). Is there a way, once you have opened the new request, to clear the 'new message'. If I unlock the message and someone else locks it, they get the new message as well. 2. I have closed some locked calls by sending en email and choosing 'closed successful but they have remained locked. Is there a way of unlocking a ticket at the same time as closing it? Thanks Martin Arundel This message has been checked for all known viruses by the MessageLabs Virus Control Centre. ********************************************************************* Notice: This email is confidential and may contain copyright material of Ocado Limited (the "Company"). Opinions and views expressed in this message may not necessarily reflect the opinions and views of the Company. If you are not the intended recipient, please notify us immediately and delete all copies of this message. Please note that it is your responsibility to scan this message for viruses. Company reg. no. 3875000. Ocado Limited Titan Court 3 Bishops Square Hatfield Business Park Hatfield Herts AL10 9NE *********************************************************************

1 0

500 Internal Server Error
by Alejandro López Hernández 03 Mar '06

03 Mar '06

Hello guys, I'm installing OTRS on a CentOS with Cpanel (it's a VPS) I have followed instructions in Installation from source guide, but when I want to use the installer.pl script it shows me this error: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. I have read Apache's Log and I found this: Premature end of script headers: /opt/otrs/bin/cgi-bin/installer.pl All tests of Perl modules returned Ok, so what can I solve this problem? Thanks for your support!

2 1

customers and groups
by Isaac Gonzalez 03 Mar '06

03 Mar '06

by default it seems like customers can only create tickets to queues that are in the "users" groups. How do I let users create tickets for other queues I create outside of the users groups, as there are no permissions(both ro and rw are not checked) assigned to the customers for the users group, when I go to the customers <-> groups admin rollup? thanks, Isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379

1 0

Modify notification emails to include attachments
by Mobeen Azhar 02 Mar '06

02 Mar '06

I am using OTRS 2.0.4 on a SuSE 10 box. I have the system setup to send out notification emails when a new ticket is created. I would like to set it up so that the email also includes any attachments that may have been put into the ticket. I see various tags that are available for customizing the email, but cannot find one for attachments. Is it possible to do this, and if so, how? Thanks in advance for any help, --Moby

1 0

RE: [otrs] Otrs problems[Scanned]
by Danie Theron 02 Mar '06

02 Mar '06

Hi Gawliczek , Just a few questions beforehand : 1.) What mail system are you running (Exchange , Linux )? 2.) What are you running OTRS on? (Win32 , Linux , FreeBSD) ? 2.) How are you fetching the mails in OTRS ( PostmasterPOP3 , fetchmail )? 3.) Check your System Log to see if you get any errors when fetching mails We've had the problem where when using the PostmasterPOP3 method , it just hangs randomly. The workaround , and I must say this only worked for a while , was to add the "-f 1" option , in other words in your cron job you have setup "/opt/otrs/bin/PostmasterPOP3.pl -f 1" to force it. I eventually reverted to forwarding our mail to our secondary (backup) email server , which is running Kolab and this seems to have sorted all our problems. The problem we had was , if the Information Store on our Exchange went down , OTRS went down so I eliminated that issue by forwarding it to our Kolab mail server. I'm not saying build a whole new mail system just for OTRS , just giving you my experiences. Just to add , and I hope I'm not offending anyone , I did not get much joy from the list with this problem. It seems either I asked the wrong way , or everyone just went "Oh it's THAT problem again , let him RTFM". To solve your email size limit , goto your SysConfig in the Admin web gui , search for "size" , it's in Postmaster::Core. You can up your mail size limit there , as well as the amount of mails OTRS fetches (default 20) , I would recommend setting it to like a 100. HTH Daniel > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Gawliczek Pawel > Sent: 01 March 2006 06:50 PM > To: otrs(a)otrs.org > Subject: [otrs] Otrs problems[Scanned] > > Hello, > > A while ago in our company we have started using OTRS as main support > system. > > Structure is as follows: > customer sends an email to account A, from there it is forwarded to > account B, where OTRS is downloading it. > Unfortunately lately we have encountered that on OTRS no all mails were > visible (comparing to mails on account A). Those missing mails don't > have any special characters which might have caused any problems to the > system. > Have any one met such a problem ? If yes, is there any workaround ? > > Additional question: how to overcome the problem with emails grater than > 6 MB. > > I would really appreciate any ideas. > > Cheers > Gawliczek Pawel > _______________________________________________ > 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/

2 1

RE: [otrs] Re: Attaching large files via Customer web interface.
by Thomas Nilsen 02 Mar '06

02 Mar '06

You're quite right. The httpd daemon should not crash as a result - but in any case, it could give rather strange results. In the cases i've seen and tested, IE would return a DNS error - which if course had nothing to do with it. But anyway, I suggest you bump up the error logging on Apache and see if that can give you any clues. thomas -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Hill Sent: Wednesday, March 01, 2006 11:42 AM To: otrs(a)otrs.org Subject: [otrs] Re: Attaching large files via Customer web interface. Hi Thomas, no, there is no limit in the httpd config files that I can find. Also, if there was such a limit, surely some sort of error would occur rather than the daemon committing suicide? I'll do some more playing around, I'll try setting that variable and see if I at least get a sensible error message. Also I'll try restricting the size in OTRS similarly. We don't really *want* people to attach large documents, but we *do* want it to fail gracefully and not DoS the server! Dave -- Dave Hill Newnham Research Ltd _______________________________________________ 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/ DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

2 2

multiple agents on one ticket
by Zaeem Arshad 02 Mar '06

02 Mar '06

Aloha all, I have got a simple question. How multiple agents can reply on one ticket and is there any possibility to assign ticket to an agent ? -- ZA

1 0

How to begin on statistic framework
by Alexander Scholler 02 Mar '06

02 Mar '06

Hi there, I would like to build my own statistic analysis within the statistic framework of OTRS, located in ~/Kernel/System/Stats. I don't know how to start. Can anybody give me a hint? Bye, Alex

2 1

Otrs problems
by Gawliczek Paweł 01 Mar '06

01 Mar '06

Hello, A while ago in our company we have started using OTRS as main support system. Structure is as follows: customer sends an email to account A, from there it is forwarded to account B, where OTRS is downloading it. Unfortunately lately we have encountered that on OTRS no all mails were visible (comparing to mails on account A). Those missing mails don't have any special characters which might have caused any problems to the system. Have any one met such a problem ? If yes, is there any workaround ? Additional question: how to overcome the problem with emails grater than 6 MB. I would really appreciate any ideas. Cheers Gawliczek Pawel

1 0

Only print the current email of an request
by Daniel Ciaglia 01 Mar '06

01 Mar '06

Hi, is it possible print only the current email of an request? The reason behind this: request can really grow (about 20-40 emails) and the printout always contains the whole communication not only the email I'm looking at. If that's not possible at the moment, where shall I start to make changes in the code? DU, Daniel -- .oO(>-------------------------------v----------------------------<)Oo. | Daniel Ciaglia | "Count the Moon." | | daniel [at] ciaglia [dot] de | "One." | | >> Knowledge Brings Fear << | "Whoa...." |

1 0

Attaching large files via Customer web interface.
by Dave Hill 01 Mar '06

01 Mar '06

Hi I, like lots of people it would appear, am having trouble with attaching large files to tickets. In my case, I am only testing OTRS and I have found that if you try to create a ticket and attach a file of more than 5Mb, then the Apache process handing the request goes into a loop and eats all the available memory until the Linux OOM killer terminates it. I have changed the MySQL config variable from 1M to 10M (before doing this, I got the "Got a bigger packet" message) and I can successfully attach a 4.8Mb file. I have now changed the Ticket::Storage config to use the FS module and the same thing still happens, a 4.8Mb attachment works and is stored in the file system, a 5.7Mb attachment causes the Apache process to die. Something the same was briefly discussed in http://www.mail-archive.com/otrs@otrs.org/msg04089.html but that got sidetracked into browsers and firewalls etc. Running OTRS 2.0.4 on Suse Linux 9.3. Dave -- Dave Hill Newnham Research Ltd

2 2

RE: [otrs] Attaching large files via Customer web interface.
by Thomas Nilsen 01 Mar '06

01 Mar '06

Check the apache config setting for LimitRequestBody. This is the control mechanism in apache for the maximum size of any POST data. Default is 0 - which means no limits. Most likely, this is set to a 5 MB limit in httpd.conf on your web server. Regards, Thomas >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of >Dave Hill >Sent: Tuesday, February 28, 2006 6:11 PM >To: otrs(a)otrs.org >Subject: [otrs] Attaching large files via Customer web interface. > > >Hi > >I, like lots of people it would appear, am having trouble with >attaching >large files to tickets. > >In my case, I am only testing OTRS and I have found that if you try to >create a ticket and attach a file of more than 5Mb, then the Apache >process handing the request goes into a loop and eats all the >available >memory until the Linux OOM killer terminates it. > >I have changed the MySQL config variable from 1M to 10M (before doing >this, I got the "Got a bigger packet" message) and I can successfully >attach a 4.8Mb file. > >I have now changed the Ticket::Storage config to use the FS module and >the same thing still happens, a 4.8Mb attachment works and is >stored in >the file system, a 5.7Mb attachment causes the Apache process to die. > >Something the same was briefly discussed in >http://www.mail-archive.com/otrs@otrs.org/msg04089.html but that got >sidetracked into browsers and firewalls etc. > >Running OTRS 2.0.4 on Suse Linux 9.3. > >Dave > >-- >Dave Hill >Newnham Research Ltd > >_______________________________________________ >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/ > DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

2 1

Permission errors
by Danie Theron 01 Mar '06

01 Mar '06

I tried to access the Package Manager , gave me an error about permissions so I ran : ./SetPermissions.sh /usr/share/otrs otrs www-data Now I can't access ANYTHING , no Queues nothing. Please help! The error message I'm getting is : Error: Can't create /usr/share/otrs/var/article/check_permissions_2087: Permission denied Regards , Danie Theron

2 1

AW: [otrs] Groups and Users question
by shawn.beasley＠dlh.de 01 Mar '06

01 Mar '06

Hello, In the art which you would like to use this system, it does appear that it is not possible. Are you using the customer interface to receive your tickets, or are you using a mail queue? Either way, the only way that I know of to get the desired results is to assign Group1, per user, (so in the user management section) the desired queue (this is done in the My Queue: segment when you modify a user), then set the setting for new ticket notifications to yes. After the queue receives a new ticket, otrs will send a message to all users that have this queue assigned to them. Vielen Dank, Shawn Beasley Support - IT LPIC-1 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Serge Gesendet: Dienstag, 28. Februar 2006 17:29 An: otrs(a)otrs.org Betreff: [otrs] Groups and Users question I'm trying to understand (no luck so far and the guide is useless on this issue) how to email groups. For example let's say we have a group named Group1 that supports ProductABC. When a customer email/calls in with an issue about ProductABC, I want to be able to: 1) In email tickets select the "Group1" in the To: Field. So that everyone in that group would get an email notification. 2) In phone ticket, the Owner choice should have an option for the group not the individual. How do I do the above in 2.0? Thanks, Serge _______________________________________________ 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

Navigation bar pictures
by Cody Grosskopf 01 Mar '06

01 Mar '06

I have a new fresh install of OTRS 2.0.4 and I can login through both the index and customer interfaces and the only problem is that the pictures on the navigation bar do not load so i figured it was a permission problem so i ran the SetPermissions.sh and it executes and runs fine i use the syntax sh SetPermissions.sh /opt/otrs otrs wwwrun it executes with no errors. Now i do an ls -l in /opt/otrs and all the subdirectories are wwwrun:nogroup except for var and Kernel they are otrs:nogroup so i tried manually to set them to wwwrun:nogroup and that still didnt work any ideas?

3 2

Postmaster Filter Question
by Mark D. Wallace 01 Mar '06

01 Mar '06

I have a number of filters in place that route tickets to corresponding queues. What I would like to also do is assign a particular agent to tickets coming into OTRS that are routed to a specified queue. In the "Set" header area for the "PostMaster Filter" feature there is a choice for a queue labeled X-OTRS-queue. This works great. But there is no X-OTRS-Agent specification. There are a number of X-OTRS-Ticketkey headings. Can I use one of these? Please advise. M. Wallace

2 3

Groups and Users question
by Serge 28 Feb '06

28 Feb '06

I'm trying to understand (no luck so far and the guide is useless on this issue) how to email groups. For example let's say we have a group named Group1 that supports ProductABC. When a customer email/calls in with an issue about ProductABC, I want to be able to: 1) In email tickets select the "Group1" in the To: Field. So that everyone in that group would get an email notification. 2) In phone ticket, the Owner choice should have an option for the group not the individual. How do I do the above in 2.0? Thanks, Serge

1 0

FAQ Large attachment problem
by Simone Girlanda 28 Feb '06

28 Feb '06

when I try to insert large attachment (more then 1 MB) into tickets or FAQ via Web interface, I got no error, but nothing is loaded (attachment is not listed). I changed the MaxFileUpload config value from 5MB to 50MB (we need to upload large files), without result. any body have the same problem ? Simone Girlanda

1 0

Message:Module not registrerr
by Priya b 28 Feb '06

28 Feb '06

Hiii all... I am using OTRS2.0.4 from last 4months. But it dont include the calendar module. So i m trying to include it in otrs.I have downloaded "AgentCalendar.pm & CalendarEvents.pm." I had made the entry in Admin->Sysconfig->Frontend::Agent::AgentCalendar. But it is giving error mesasage as follows: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Tue Feb 28 15:07:28 2006 Message: Module Kernel::Modules::AgentCalendar not registered in Kernel/Config.pm! Traceback (2412): Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 547 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 Plz Help me ...soon.. Give steps to integrate this Calendar module in otrs.

1 0

Ticket-unlock and change of priority
by Alexander Scholler 27 Feb '06

27 Feb '06

Hi all, to ensure that working on tickets is done in a proper way, I think it's important that tickets are assigned to agents with the possibility of and the need of appending significant owner-change-notes (this feature is already implemented in OTRS). But I miss the feature of adding a note when I do a ticket unlock - this note should explain why I do an unlock and why I through the ticket back in the open queue rather than assigning the ticket to another agent. I think it's no problem to disable the unlock-feature through the use of ACLs, but that's not the solution. The same applies to the change of priority - these changes should nearly always be explained within a note. Another favourite question - please can anybody give me a hint: How is it possible to change the ticket priority without the need of having the ticket ownership. Thank for your replies, Alex

1 0

Agent notification of new tickets
by Jennifer Valdez 27 Feb '06

27 Feb '06

Hi, I am not receiving agent notifications when a new ticket is entered via the web interface. Proper notification is sent out when tickets are entered strictly via email. Any ideas? Thanks, Jennifer Valdez

2 1

Re: [otrs] Migrating OTRS Admin-Area config settings
by Oliver Buckie 27 Feb '06

27 Feb '06

Hi Alex Thanks for your feedback. I have already done the stages you mention. I have copied the relevent bits from Config.pm, Defaults.pm & en.pm. However, the problem is a follows... ... In the Admin-Area section "User & Groups & Roles", I would like to have all of the Users & Groups that I originally setup, migrated to my new Debian system. Under the section "Queues & Reponses" I would like my previously defined Queues and under the "Misc" section, the PostMaster POP3 Accounts I had original created. How is it best to migrate this data and configs? Thanks for your help -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Scholler Gesendet: Mittwoch, 22. Februar 2006 12:41 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Migrating OTRS Admin-Area config settings Hi, Oliver Buckie schrieb: > I have OTRS 2.0.4 installed on a Windows platform and configured many of > the options within the Admin-Area. I would like to migrate these > settings to a clean install on a Debian platform. For example: I think this must be done, although I never installed OTRS under windows: (read the manual, this describes the usage of the different config-files) * copy/migrate ~/Kernel/Config.pm (I don't know how it looks like unter Windows) * Download your SysConfig under windows and upload it unter Debian. * Be aware of your DB-usage and Mail-integration => perhaps you have to edit some configuration. * activate the proper cron jobs > - Under "User & Groups & Roles" I would like 'Users' & 'Groups' > - Under "Queues & Responses" I would like 'Queue' > - Under "Misc" I would like 'PostMastewr POP3 Account' What do you mean? I can't follow you! 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/

2 1

Generic Agent stopped working
by Buchner, Daniel 27 Feb '06

27 Feb '06

Hi, Over the weekend I have had an influx of spam. 17.000 messages all dumped into one queue + several hundred in another. Problem is that I can't access the generic agent. Simply times out and when I check the process queue - it's clear the generic agents can't handle the amount of messages, as it is spinning up to 100% cpu but doesn't actually action anything. Anyone have any ideas how to: a) flush the queue b) get the generic agent to run rgs, Daniel Buchner BigPond Operations Desk: +61 2 8255 0618 Mobile:+61 428 225 476 Email: daniel.buchner(a)team.telsra.com The information transmitted in this document is intended only for the person or entity to whom it is addressed. It may contain confidential or privileged material. Any review, retransmission, dissemination or other use or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete all copies of the material.

1 0

Ticket view with history
by Mario Ohnewald 26 Feb '06

26 Feb '06

Hello List, is there a way to change the view when you open/read a ticket? I would like to have the ticket history on one page instead of having them as little links at the top. Did i explain it well? Thanks, Mario

1 0

RE: [otrs] Don't seem to have an otrs user
by Gordon O'Brien 25 Feb '06

25 Feb '06

Great, worked a treat! - thanks you. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: 24 February 2006 20:10 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Don't seem to have an otrs user Mito Mito wrote: > In /etec/passwd change the bash for the otrs user from /bin/false > to /bin/bash Or use the chsh (change shell) command which accomplishes the same: chsh -s /bin/bash otrs 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/ --- Inbound email: This email has been scanned for all viruses by MessageLabs (MSQ)

1 0

RE: [otrs] Don't seem to have an otrs user
by Mito Mito 24 Feb '06

24 Feb '06

I had this same problem and fixed it… In /etec/passwd change the bash for the otrs user from /bin/false to /bin/bash Then you can do 'su otrs' to become the otrs user. Then, now that you are that user, just type ' /opt/otrs/bin/Cron.sh start ' (no quotes of course) RE: [otrs] Don't seem to have an otrs user Gordon O'Brien Thu, 23 Feb 2006 12:32:57 -0800 When I run sudo I get... No cronjobs in /root/var/cron found! * Check the $HOME (/etc/passwd) of the OTRS user. It must be the root dir of your OTRS system (e. g. /opt/otrs). Still means nothing to me I'm afraid. -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL <[EMAIL> PROTECTED] On Behalf Of Are Hoel Sent: 23 February 2006 07:49 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Don't seem to have an otrs user Hi Use sudo (as root): sudo -u otrs /path/to/sh /path/to/Cron.sh start otrs I added the sh because it could be lost when running sudo. Best regards Are Hoel Systems Administrator Telio AS - www.telio.no > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL <[EMAIL> PROTECTED] On > Behalf Of Gordon O'Brien > Sent: Thursday, February 23, 2006 2:03 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] Don't seem to have an otrs user > > Thanks for the help Graeme. > > When I tried the adduser line I got 'user otrs exsts' so I > re-tried './Cron.sh start otrs'. > I then get: > 'Run this script just as OTRS user!' > > 'su otrs' does not switch to the otrs user, and also I cannot > log in with the otrs user as I do not know the password. > > Doesn't make any sense to me! > > > > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL <[EMAIL> PROTECTED] On > Behalf Of Graeme Brough > Sent: 20 February 2006 08:27 > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Don't seem to have an otrs user > > Hi Gordon, > > You can still create your OTRS user now that you have installed OTRS. > > >From > http://doc.otrs.org/1.3/en/html/install-cli.html#INSTALL-CLI-INSTALL > > useradd -d /opt/otrs/ -c 'OTRS user' otrs > > usermod -G nogroup otrs (SuSE=nogroup, Red Hat=apache) > > Just make sure you re-run 'SetPermissions.sh'. > > HTH > > Graeme > > > > Gordon O'Brien wrote: > > NEWBIE to both OTRS and Linux!! > > > > > > > > I am trying to run the Cron.sh script but it says to run it > as the otrs > > user. > > > > I don't seem to have an otrs user on my Fedora 4 system. I > cannot use > > 'su otrs' > > > > > > > > I believe OTRS was installed whilst logged in as root. Should I have > > created an otrs user before installing? > > > > > > > > Thanks > > > > Gordon > > > > > > > > > > > -------------------------------------------------------------- > ---------- > > > > _______________________________________________ > > 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/ > > -- > ============================================================== > Graeme Brough [EMAIL PROTECTED] > Customer Account Management Support Team > > Internal: x(70) 73488 > Worldwide: +44 (0)1506 673488 > > Sun Remote Support Centre Linlithgow, UK > ============================================================== > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > ~~~~~~~~~~~ > > NOTICE: This email message is for the sole use of the intended > recipient(s) and may contain confidential and privileged information. > Any unauthorized review, use, disclosure or distribution is > prohibited. > If you are not the intended recipient, please contact the sender by > reply email and destroy all copies of the original message. > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > ~~~~~~~~~~~ > > _______________________________________________ > 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/ > > --- > Inbound email: This email has been scanned for all viruses by > MessageLabs (MSQ) > _______________________________________________ > 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/ --- Inbound email: This email has been scanned for all viruses by MessageLabs (MSQ) _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

2 1

OTRS+modperl problem?
by Cody Grosskopf 24 Feb '06

24 Feb '06

I have a fresh install of SuSE 9.3 with apache 2.0.53 and mod perl installed though maybe not correctly. My problem is that when i try to go to http://localhost/otrs/installer.pl or any of the other pl files in there it tries to download the pl file instead of trying to execute it. I have tried reinstalled mod perl and apache and otrs a couple times and that did nothing for me i think maybe it has something to do with the mime type but i'm not sure. Anyone have any ideas? thanks

1 0

Locked Ticket view
by David Hathiramani 24 Feb '06

24 Feb '06

Hi list, Just a quick question. I know its possible to change the view on locked tickets to something like the queue view. You have to edit dtl's. This would help the speed of our responses. Has anyone done this already? if so do they want to email me so I don't have to do any extra work. I like to think of myself as efficient rather than lazy. Thanks David Hathiramani Finalist - Recruiter Awards for Excellence 2006 Best Online Service Best Public Sector Recruitment Agency Finalist - Best National Recruitment Agency Website Award - National Online Recruitment Awards 2006 Voted as one of The Sunday Times Best Small Companies to Work For 2005 Winner - The Best Innovator Award - Britain's most innovative small to medium business - ATKearney and The Business 2004 www.edenbrown.com/awardwinning for more information on our award winning success ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

1 0

DTL question
by Braun Brelin 24 Feb '06

24 Feb '06

Folks, I've had no luck getting answers on this mailing list for my questions, but I'll try another one. Is there a way with DTL to set something to a non-constant value, some sort of thing like: $Data{"Body"} = document.compose.Body.value; ??? Thanks, Braun Brelin

2 1

Auto Reply (Auto Response) Problem - Help Please :-)
by Jason＠Home 24 Feb '06

24 Feb '06

Hi Everyone (Sorry for the long post), I am NEW to both Linux (Fedora Core 4) AND OTRS, and now also going bald :-( I have installed OTRS 2.0.4 for Fedora Core 1,2,3 as I couldn't find the FC4 version on the downloads page. It installed fine and worked pretty much first go - once I sorted out the cron jobs, and apache2 stuff :-) ------ 1) I have now have a problem where I am only receiving SOME Auto-reply messages. In the system Log I can see that otrs says it is sending an auto response but It never arives. Customers on external email domains DO RECEIVE auto responses. This is how I am testing - Email account A (My usual email account) eg HYPERLINK "mailto:Me@mycompany.com"Me(a)mycompany.com Email account B (the otrs support email account) eg HYPERLINK "mailto:Support@mycompany.com"Support(a)mycompany.com Email account C (customer email account) eg HYPERLINK "mailto:Customer@customercompany.com"Customer(a)customercompany.com Test 1) Send Email from Account A to Account B - otrs receives email and creates ticket and updates log to say 'sent auto response'. AUTO RESPONSE NEVER RECEIVED. Test 2) Send Email from Account C to Account B - otrs received email and creates ticket etc - CUSTOMER DOES RECEIVE auto response email... Test 3) When ticket from test 1 reaches escalation otrs sends an email about the escalation (to Account A) and - I DO RECEIVE the escalation email. Test 4) When I send Notification via the Admin Notification tool on the admin page - I DO RECEIVE the email. ------ 2) I have am using the default sendmail settings (which also work from the command line). (Sendmail is configured to use a smart host for delivery - I do not host my own mail server at present). ------ 3) Same linux machine is also used for Nagios notifications and it works just fine... (just for additional info) ------ 4) I am getting NO strange errors in /var/log/maillog or /var/log/messages, and of course no undeliverable mail. ------ Questions - a) How do I trace otrs emails so I can see exactly what sendmail is trying to do when it is sending Auto responses? b) Tried using SMTP as well, by editing Config.pm and restarting apache - but gives same result. - how can I check if it it definately using SMTP and not still Sendmail? b) What else should I be looking for? Please Help, and don't assume I know where anything is :-) I really like otrs and can't wait to put it into production, but it is not use until the internal auto response email are sorted out. Thanks in advance, Jason. -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 268.0.0/268 - Release Date: 23/02/2006

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RE: [otrs] Don't seem to have an otrs user
by Gordon O'Brien 23 Feb '06

23 Feb '06

When I run sudo I get... No cronjobs in /root/var/cron found! * Check the $HOME (/etc/passwd) of the OTRS user. It must be the root dir of your OTRS system (e. g. /opt/otrs). Still means nothing to me I'm afraid. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Are Hoel Sent: 23 February 2006 07:49 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Don't seem to have an otrs user Hi Use sudo (as root): sudo -u otrs /path/to/sh /path/to/Cron.sh start otrs I added the sh because it could be lost when running sudo. Best regards Are Hoel Systems Administrator Telio AS - www.telio.no > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Gordon O'Brien > Sent: Thursday, February 23, 2006 2:03 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] Don't seem to have an otrs user > > Thanks for the help Graeme. > > When I tried the adduser line I got 'user otrs exsts' so I > re-tried './Cron.sh start otrs'. > I then get: > 'Run this script just as OTRS user!' > > 'su otrs' does not switch to the otrs user, and also I cannot > log in with the otrs user as I do not know the password. > > Doesn't make any sense to me! > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Graeme Brough > Sent: 20 February 2006 08:27 > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Don't seem to have an otrs user > > Hi Gordon, > > You can still create your OTRS user now that you have installed OTRS. > > >From > http://doc.otrs.org/1.3/en/html/install-cli.html#INSTALL-CLI-INSTALL > > useradd -d /opt/otrs/ -c 'OTRS user' otrs > > usermod -G nogroup otrs (SuSE=nogroup, Red Hat=apache) > > Just make sure you re-run 'SetPermissions.sh'. > > HTH > > Graeme > > > > Gordon O'Brien wrote: > > NEWBIE to both OTRS and Linux!! > > > > > > > > I am trying to run the Cron.sh script but it says to run it > as the otrs > > user. > > > > I don't seem to have an otrs user on my Fedora 4 system. I > cannot use > > 'su otrs' > > > > > > > > I believe OTRS was installed whilst logged in as root. Should I have > > created an otrs user before installing? > > > > > > > > Thanks > > > > Gordon > > > > > > > > > > > -------------------------------------------------------------- > ---------- > > > > _______________________________________________ > > 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/ > > -- > ============================================================== > Graeme Brough rsc-uc(a)sun.com > Customer Account Management Support Team > > Internal: x(70) 73488 > Worldwide: +44 (0)1506 673488 > > Sun Remote Support Centre Linlithgow, UK > ============================================================== > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > ~~~~~~~~~~~ > > NOTICE: This email message is for the sole use of the intended > recipient(s) and may contain confidential and privileged information. > Any unauthorized review, use, disclosure or distribution is > prohibited. > If you are not the intended recipient, please contact the sender by > reply email and destroy all copies of the original message. > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > ~~~~~~~~~~~ > > _______________________________________________ > 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/ > > --- > Inbound email: This email has been scanned for all viruses by > MessageLabs (MSQ) > _______________________________________________ > 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/ --- Inbound email: This email has been scanned for all viruses by MessageLabs (MSQ)

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Setup default freetext values
by Duarte Cordeiro 23 Feb '06

23 Feb '06

Hi, I've got a problem I've solved before, but now, after a lost config file, I can't find how to do it (otrs 2.0.1) I want to setup default values for freekey[1..5] and freetext[1..5] for every email we pull from our pop3 account. Where do I define this (for example: FreeKey1='Channel', FreeText1='Email')? Thanks in advance, Duarte Cordeiro

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RE: [otrs] Stats for otrs 2.0.4[Scanned]
by Danie Theron 23 Feb '06

23 Feb '06

Unfortunately I am not much of a programmer , think I probably misunderstood the translation part , but I can certainly give it a bash if you send me the files. I will read up a bit more about the otrs standards ( are we talking structure , linking to other scripts etc?). _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Simone Girlanda Sent: 23 February 2006 12:15 PM To: User questions and discussions about OTRS.org Subject: R: [otrs] Stats for otrs 2.0.4[Scanned] great !! of course the problem is to respect otrs standard, not to translate from Italian to English. is it possible to use otrs CVS and collabrate to otrs implementation ? I can send you files I modified, how can we arrange ? -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Per conto di Danie Theron Inviato: giovedì 23 febbraio 2006 10.37 A: User questions and discussions about OTRS.org Oggetto: RE: [otrs] Stats for otrs 2.0.4[Scanned] Hi Simone , I would be happy to help with translation. I am also quite interested in implementing this kind of statistics on my OTRS system as well :-) _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Simone Girlanda Sent: 23 February 2006 11:14 AM To: User questions and discussions about OTRS.org Subject: R: [otrs] Stats for otrs 2.0.4[Scanned] I did an StatusView implementation in order to obtain a dashboard/monitor of help desk activities (see image enclosed, sorry is in Italian). So I'm able to get: Open Tickets Age Distribution (Età dei Ticket Aperti): Number of tickets that are open for more of 3 days, 1 day, 8 hours, 4 hours, new tickets. Activity (Attività svolta): number of ticket opened or closed today, yestarday, this week, last week, this month, last month, this year, last year. Clicking on links (numbers of ticket) show you the list of corresponding tickets (es. list of all tickets that are open for more of 3 days). To obtain stats on closed tickets I first add closed date information (see my thread of 03/02/2006 [otrs] How to stop ticket AGE when ticket is closed http://lists.otrs.org/pipermail/otrs/2006-February/010204.html) I would like to add: Closed Tickets Age Distribution with selections (es. avg of tickets age of closed tickets of last 3 months on customer XXXXX). I can post these changes, but I need help to add translations (I inserted Italians tags in the source code). Is it possible to contribute to otrs development ? -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Per conto di Paul Rhein Inviato: mercoledì 22 febbraio 2006 12.02 A: otrs(a)otrs.org Oggetto: [otrs] Stats for otrs 2.0.4 Hi all, I developped some stats for OTRS 2.0.4. One for for freetext and one to display the ticket paths (i.e queues). I wonder where I should post them. cheers -p.

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RE: [otrs] Stats for otrs 2.0.4[Scanned]
by Danie Theron 23 Feb '06

23 Feb '06

Hi Simone , I would be happy to help with translation. I am also quite interested in implementing this kind of statistics on my OTRS system as well :-) _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Simone Girlanda Sent: 23 February 2006 11:14 AM To: User questions and discussions about OTRS.org Subject: R: [otrs] Stats for otrs 2.0.4[Scanned] I did an StatusView implementation in order to obtain a dashboard/monitor of help desk activities (see image enclosed, sorry is in Italian). So I'm able to get: Open Tickets Age Distribution (Età dei Ticket Aperti): Number of tickets that are open for more of 3 days, 1 day, 8 hours, 4 hours, new tickets. Activity (Attività svolta): number of ticket opened or closed today, yestarday, this week, last week, this month, last month, this year, last year. Clicking on links (numbers of ticket) show you the list of corresponding tickets (es. list of all tickets that are open for more of 3 days). To obtain stats on closed tickets I first add closed date information (see my thread of 03/02/2006 [otrs] How to stop ticket AGE when ticket is closed http://lists.otrs.org/pipermail/otrs/2006-February/010204.html) I would like to add: Closed Tickets Age Distribution with selections (es. avg of tickets age of closed tickets of last 3 months on customer XXXXX). I can post these changes, but I need help to add translations (I inserted Italians tags in the source code). Is it possible to contribute to otrs development ? -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Per conto di Paul Rhein Inviato: mercoledì 22 febbraio 2006 12.02 A: otrs(a)otrs.org Oggetto: [otrs] Stats for otrs 2.0.4 Hi all, I developped some stats for OTRS 2.0.4. One for for freetext and one to display the ticket paths (i.e queues). I wonder where I should post them. cheers -p.

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R: [otrs] Stats for otrs 2.0.4
by Simone Girlanda 23 Feb '06

23 Feb '06

I did an StatusView implementation in order to obtain a dashboard/monitor of help desk activities (see image enclosed, sorry is in Italian). So I'm able to get: Open Tickets Age Distribution (Eta dei Ticket Aperti): Number of tickets that are open for more of 3 days, 1 day, 8 hours, 4 hours, new tickets. Activity (Attivita svolta): number of ticket opened or closed today, yestarday, this week, last week, this month, last month, this year, last year. Clicking on links (numbers of ticket) show you the list of corresponding tickets (es. list of all tickets that are open for more of 3 days). To obtain stats on closed tickets I first add closed date information (see my thread of 03/02/2006 [otrs] How to stop ticket AGE when ticket is closed http://lists.otrs.org/pipermail/otrs/2006-February/010204.html) I would like to add: Closed Tickets Age Distribution with selections (es. avg of tickets age of closed tickets of last 3 months on customer XXXXX). I can post these changes, but I need help to add translations (I inserted Italians tags in the source code). Is it possible to contribute to otrs development ? -----Messaggio originale----- Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Per conto di Paul Rhein Inviato: mercoledi 22 febbraio 2006 12.02 A: otrs(a)otrs.org Oggetto: [otrs] Stats for otrs 2.0.4 Hi all, I developped some stats for OTRS 2.0.4. One for for freetext and one to display the ticket paths (i.e queues). I wonder where I should post them. cheers -p.

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RE: [otrs] Don't seem to have an otrs user
by Are Hoel 23 Feb '06

23 Feb '06

Hi Use sudo (as root): sudo -u otrs /path/to/sh /path/to/Cron.sh start otrs I added the sh because it could be lost when running sudo. Best regards Are Hoel Systems Administrator Telio AS - www.telio.no > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Gordon O'Brien > Sent: Thursday, February 23, 2006 2:03 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] Don't seem to have an otrs user > > Thanks for the help Graeme. > > When I tried the adduser line I got 'user otrs exsts' so I > re-tried './Cron.sh start otrs'. > I then get: > 'Run this script just as OTRS user!' > > 'su otrs' does not switch to the otrs user, and also I cannot > log in with the otrs user as I do not know the password. > > Doesn't make any sense to me! > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Graeme Brough > Sent: 20 February 2006 08:27 > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Don't seem to have an otrs user > > Hi Gordon, > > You can still create your OTRS user now that you have installed OTRS. > > >From > http://doc.otrs.org/1.3/en/html/install-cli.html#INSTALL-CLI-INSTALL > > useradd -d /opt/otrs/ -c 'OTRS user' otrs > > usermod -G nogroup otrs (SuSE=nogroup, Red Hat=apache) > > Just make sure you re-run 'SetPermissions.sh'. > > HTH > > Graeme > > > > Gordon O'Brien wrote: > > NEWBIE to both OTRS and Linux!! > > > > > > > > I am trying to run the Cron.sh script but it says to run it > as the otrs > > user. > > > > I don't seem to have an otrs user on my Fedora 4 system. I > cannot use > > 'su otrs' > > > > > > > > I believe OTRS was installed whilst logged in as root. Should I have > > created an otrs user before installing? > > > > > > > > Thanks > > > > Gordon > > > > > > > > > > > -------------------------------------------------------------- > ---------- > > > > _______________________________________________ > > 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/ > > -- > ============================================================== > Graeme Brough rsc-uc(a)sun.com > Customer Account Management Support Team > > Internal: x(70) 73488 > Worldwide: +44 (0)1506 673488 > > Sun Remote Support Centre Linlithgow, UK > ============================================================== > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > ~~~~~~~~~~~ > > NOTICE: This email message is for the sole use of the intended > recipient(s) and may contain confidential and privileged information. > Any unauthorized review, use, disclosure or distribution is > prohibited. > If you are not the intended recipient, please contact the sender by > reply email and destroy all copies of the original message. > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > ~~~~~~~~~~~ > > _______________________________________________ > 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/ > > --- > Inbound email: This email has been scanned for all viruses by > MessageLabs (MSQ) > _______________________________________________ > 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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Subject size - text in body - adding initial TicketkeyFree
by Jerry Harrison 23 Feb '06

23 Feb '06

All, Tried all my resources before posting here. I performed a Google search on the archive at site:http://lists.otrs.org/pipermail/otrs/, done a windows grep on the install files, and tried various settings and other contortions to find out the following three things to no avail. 1. Is there a limit on the ticketsubjectsize no related to the settings under core:ticket? Even if I have mine set at 255 it still is truncating. 2. Related to this is displaying the total message in the body. I believe this is OTRS_CUSTOMER_EMAIL[ value] but I cannot figure out where this value is coming from. Strange thing is I thought I had seen this in an earlier search. 3. How would I add a TicketFreeText and TicketFreeKey on ticket creation? I tried to do this with the generic agent if the field was null, but I must have been missing on how to check for a empty field and could not get this to work. Really love the system and the ability to customize. Our organization had requirements for auto escalation and notifications that I have been able to perform via the genericagent. Nice to have a resource like this list to gain insight and save hours of work. The stats information that everyone is sharing has been terrific! Jerry Harrison

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RE: [otrs] Don't seem to have an otrs user
by Gordon O'Brien 23 Feb '06

23 Feb '06

Thanks for the help Graeme. When I tried the adduser line I got 'user otrs exsts' so I re-tried './Cron.sh start otrs'. I then get: 'Run this script just as OTRS user!' 'su otrs' does not switch to the otrs user, and also I cannot log in with the otrs user as I do not know the password. Doesn't make any sense to me! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Graeme Brough Sent: 20 February 2006 08:27 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Don't seem to have an otrs user Hi Gordon, You can still create your OTRS user now that you have installed OTRS. >From http://doc.otrs.org/1.3/en/html/install-cli.html#INSTALL-CLI-INSTALL useradd -d /opt/otrs/ -c 'OTRS user' otrs usermod -G nogroup otrs (SuSE=nogroup, Red Hat=apache) Just make sure you re-run 'SetPermissions.sh'. HTH Graeme Gordon O'Brien wrote: > NEWBIE to both OTRS and Linux!! > > > > I am trying to run the Cron.sh script but it says to run it as the otrs > user. > > I don't seem to have an otrs user on my Fedora 4 system. I cannot use > 'su otrs' > > > > I believe OTRS was installed whilst logged in as root. Should I have > created an otrs user before installing? > > > > Thanks > > Gordon > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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/ -- ============================================================== Graeme Brough rsc-uc(a)sun.com Customer Account Management Support Team Internal: x(70) 73488 Worldwide: +44 (0)1506 673488 Sun Remote Support Centre Linlithgow, UK ============================================================== ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ _______________________________________________ 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/ --- Inbound email: This email has been scanned for all viruses by MessageLabs (MSQ)

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RE: [otrs] Stats for otrs 2.0.4
by Davis, Gary H 22 Feb '06

22 Feb '06

Please do.. there appears to be a lot of people trying to find out how to develop different stats for different functions. Gary Davis SDC/PSIC Lab Manager ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Paul Rhein Sent: Wednesday, February 22, 2006 6:02 AM To: otrs(a)otrs.org Subject: [otrs] Stats for otrs 2.0.4 Hi all, I developped some stats for OTRS 2.0.4. One for for freetext and one to display the ticket paths (i.e queues). I wonder where I should post them. cheers -p.

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Migrating OTRS Admin-Area config settings
by Oliver Buckie 22 Feb '06

22 Feb '06

Dear All I have OTRS 2.0.4 installed on a Windows platform and configured many of the options within the Admin-Area. I would like to migrate these settings to a clean install on a Debian platform. For example: - Under "User & Groups & Roles" I would like 'Users' & 'Groups' - Under "Queues & Responses" I would like 'Queue' - Under "Misc" I would like 'PostMastewr POP3 Account' How best do I do this? I assume I just need to copy across several config files - I just don't know which ones. Many thanks for your support.

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Stats for otrs 2.0.4
by Paul Rhein 22 Feb '06

22 Feb '06

Hi all, I developped some stats for OTRS 2.0.4. One for for freetext and one to display the ticket paths (i.e queues). I wonder where I should post them. cheers -p.

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Can't use an undefined value as a HASH reference at Article.pm line 1004.
by O'Brien, Liam 22 Feb '06

22 Feb '06

Hi Guys Anytime I click the CustomerID on the AgentMailBox screen I get the following error message Software error: Can't use an undefined value as a HASH reference at /var/www/localhost/otrs-1.3.2/bin/cgi-bin/../../Kernel/System/Ticket/Art icle.pm line 1004. For help, please send mail to the webmaster (x.x(a)x.com) giving this error message and the time and date of the error. Any ideas what the problem is? In the Admin Area under System Log, I get Thu Feb 16 13:07:47 2006 error OTRS-CGI-10 Need ID or Name! Thu Feb 16 13:07:47 2006 error OTRS-CGI-10 Need ID or Name! Thu Feb 16 13:07:47 2006 error OTRS-CGI-10 Need Type od ID! Thu Feb 16 13:07:47 2006 error OTRS-CGI-10 Need Type or ID! Thu Feb 16 13:06:08 2006 error OTRS-CGI-10 Need ID or Name! Thu Feb 16 13:06:08 2006 error OTRS-CGI-10 Need ID or Name! Thu Feb 16 13:06:08 2006 error OTRS-CGI-10 Need Type od ID! Thu Feb 16 13:06:08 2006 error OTRS-CGI-10 Need Type or ID! I am using OTRS 1.3.2 Thanks for any help Liam

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Re: AW: [otrs] System / SysConfig error message
by Oliver Buckie 21 Feb '06

21 Feb '06

Silly question, but how do I know what my OTRS home dir is. This is a default Debian install. I believe it to be /usr/share/otrs 'coz that's where my Kernel and other sub-dirs are. I ran "./SetPermissions.sh /opt/otrs root www-data" and this has sorted my System, SysConfig problem out - I now have access. However, I still get permission problems with Misc, Package Manager... -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nils Breunese (Lemonbit Internet) Gesendet: Dienstag, 21. Februar 2006 15:21 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] System / SysConfig error message Oliver Buckie wrote: > I ran $OTRS_Home/bin/otrs.checkModules and XML::Parser was not > installed - everything else fine. So I installed "libxml-parser- perl > 2.34-4", re-ran otrs.checkModules and all OK. That should help, yes. > I get one step further now in System, SysConfig page.. However, as > with Misc, Package Manager - I get permisison problems: > > Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: > permission denied! > > In the "/usr/share/otrs/bin#" directory I ran "./.SetPermissions.sh > /usr/share/otrs root root" - but this has not helped. Any ideas what I > am doing wrong? Usage: SetPermissions.sh <OTRS_HOME> <OTRS_USER> <WEBSERVER_USER> [OTRS_GROUP] [WEB_GROUP] I don't know if /usr/share/otrs is your OTRS homedir, but that could be. However, otrs and apache should not be run as root and I hope you aren't running either as root (especially not apache, running apache as root is a major security no-no). On my machine I'd run: ./SetPermissions.sh /opt/otrs otrs apache But like I said, your config may be different. 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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AW: [otrs] System / SysConfig error message
by Oliver Buckie 21 Feb '06

21 Feb '06

Thanks for your feedback Nils. I ran $OTRS_Home/bin/otrs.checkModules and XML::Parser was not installed - everything else fine. So I installed "libxml-parser-perl 2.34-4", re-ran otrs.checkModules and all OK. I get one step further now in System, SysConfig page.. However, as with Misc, Package Manager - I get permisison problems: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: permission denied! In the "/usr/share/otrs/bin#" directory I ran "./.SetPermissions.sh /usr/share/otrs root root" - but this has not helped. Any ideas what I am doing wrong? Thanks. -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nils Breunese (Lemonbit Internet) Gesendet: Dienstag, 21. Februar 2006 14:11 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] System / SysConfig error message Oliver Buckie wrote: > I have installed OTRS 2.0.4 on Debian. I can login as root@localhost > OK and go to the Admin menu. However, as soon as I try to go to the > System, SysConfig page, I get the following error: > > ==================== cut ==================== Software Error > > Can't locate object method "new" via Package "XML::Parser:Lite" at > ../..//kernel/System/XLM.pm line 781 ==================== cut > ==================== > > Also, I get the following error when I goto Misc, Package Manager: > > ==================== cut ==================== Software Error > > ERROR: Need write permission in OTRS home > Try: $OTRS_Home/bin/SetPermissions.sh !!! > ==================== cut ==================== > > This is a complete new install and I've done no configuration changes > - first login. Any ideas what I've done wrong and how to fix these > problems? Well, did you do what the error says? Run $OTRS_Home/bin/ SetPermissions.sh. And while you're at it, is everything ok according to $OTRS_Home/bin/otrs.checkModules? 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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System / SysConfig error message
by Oliver Buckie 21 Feb '06

21 Feb '06

Dear all I have installed OTRS 2.0.4 on Debian. I can login as root@localhost OK and go to the Admin menu. However, as soon as I try to go to the System, SysConfig page, I get the following error: ==================== cut ==================== Software Error Can't locate object method "new" via Package "XML::Parser:Lite" at ../..//kernel/System/XLM.pm line 781 ==================== cut ==================== Also, I get the following error when I goto Misc, Package Manager: ==================== cut ==================== Software Error ERROR: Need write permission in OTRS home Try: $OTRS_Home/bin/SetPermissions.sh !!! ==================== cut ==================== This is a complete new install and I've done no configuration changes - first login. Any ideas what I've done wrong and how to fix these problems? Many thanks. Oliver

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Re: [otrs] Re: CustomerID field as drop-down?
by Oliver Buckie 21 Feb '06

21 Feb '06

Hi Graeme Many thanks for your feedback. What I would like is the possibility that the drop-down can be populated the Agents themselves i.e. if the CustomerID does not display a particular company name, then the agent can add one. Perhaps the drop-down could have a value called "Add new...", and if this is selected, then the Agent has the option to enter a new company via a newly displayed text box which appears??? Any ideas? Thanks Oliver -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Graeme Brough Gesendet: Montag, 20. Februar 2006 10:01 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Re: CustomerID field as drop-down? Hello Oliver, Apologies for missing your original posting. It certainly is possible to turn the CustomerID or any other field into a drop-down. But it depends how you what to populated the drop-down. I created a drop-down field that populated via a database (not OTRS db) query. In every module where the field is referenced (using AgentEmail.pm as example) you must add something like: > # > # build siteid select > # > # Connect to db and extract siteid info. > # > my $CMP_Get = "SELECT DISTINCT CL.SITE_ID " > . "FROM SITE_ID"; > # > my $dbh = &external_db_connect(); > my $sth = $dbh->prepare($Get); > $sth->execute(); > # > while (my @SQLSiteID = $sth->fetchrow_array()) { > $SiteIDData{$SQLSiteID[0]} = $SQLSiteID[0]; > } > # > $Param{SiteIDStr} = "<select name=\"TicketFreeText1\" onchange=\"document.compose.ExpandCustomerName.value='3'; document.compose.submit(); return false;\">\n"; > $Param{SiteIDStr} .= "<option value=\"\"> Select SiteID<\/option>\n"; > $Param{SiteIDStr} .= "<option value=\"new\"> New > Customer<\/option>\n"; # > my $SiteIDAssign = index($Param{"TicketFreeTextField1"},"value=\"\""); > if ($SiteIDAssign == -1) { > $SiteIDAssign = index($Param{"TicketFreeTextField1"},"value=\""); > $SiteIDStart = ($SiteIDAssign + 7); > $SiteIDEnd = index($Param{"TicketFreeTextField1"},"\" size=\"30\""); > $GetSiteID = substr($Param{"TicketFreeTextField1"},$SiteIDStart,($SiteIDEnd - $SiteIDStart)); > } > foreach (sort keys %SiteIDData) { > if ("$_" eq "$GetSiteID"){ > $Param{SiteIDStr} .= "<option selected value=\"$_\">$SiteIDData{$_}<\/option>\n"; > } else { > $Param{SiteIDStr} .= "<option value=\"$_\">$SiteIDData{$_}<\/option>\n"; > } > } > $Param{SiteIDStr} .= "<\/select>\n"; In this example, we connect to the external db and find a single occurrence of eack Site ID, when build the HTML 'SELECT' tag and associated values. If you replace 'TicketFreeTextField1' with 'CustomerID' it will work against that field. HTH, Graeme Oliver Buckie wrote: > Would be great if any could comment on this... I need to find a way of have both contact (individuals)and company (firm) fields. The latter being a drop-down... > > Is it possible to turn the CustomerID field (in all instances) from a free-text field to a dropdown with pre-defined values (customer1, customer2, customer3 etc.)? If possible, would also be great if an agent could also add-to this field to populate the values. > > Thanks for your comments. > _______________________________________________ > 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/ -- ============================================================== Graeme Brough rsc-uc(a)sun.com Customer Account Management Support Team Internal: x(70) 73488 Worldwide: +44 (0)1506 673488 Sun Remote Support Centre Linlithgow, UK ============================================================== ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ _______________________________________________ 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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Problems with Sendmail & Attachments
by Alexander Scholler 21 Feb '06

21 Feb '06

Hi, we have serious problems with sending mails through the agent with attachements. After composing such an mail, the webpage is reloaded for several minutes. Sometimes, the mail is sent (correct or with corrupted attachment), sometimes it isn't (no logging on system log). What is your expirience - do you have similiar problems??? I opened Bug #1062 http://bugs.otrs.org/show_bug.cgi?id=1062 We use OTRS 2.0.4 on SuSE Linux 9.0 with UTF8 and file-based ticket-storage. We had to do a dirty fixing described in http://bugs.otrs.org/show_bug.cgi?id=942 otherwise attachment with german umlauts could not be opened. Bye, Alex -- Alexander Scholler <alexander.scholler(a)augsburg.de> Informationstechnik | Team Beratung und Betreuung VZA / Zimmer 472, Durchwahl -4451

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otrs at http://somesite/ (not http://somesite/otrs)
by mike conigliaro 21 Feb '06

21 Feb '06

can someone who has this working please post their /etc/apache2/conf.d/otrs.conf? i've been able to get the scripts to execute fine by adding the line: ScriptAlias / /opt/otrs/bin/cgi-bin/ but once i do this, all the images stop working, because the next line stops working: Alias /otrs-web/ /opt/otrs/var/httpd/htdocs/ . thanks in advance. -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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OTRS from deutsch to po russki?
by Peter 21 Feb '06

21 Feb '06

Hi list! I use OTRS successfully since years in german language and all work fine since years. Now I have to setup some additional queues in russian language and charakter set. Is possible to switch some queues to russian language and charakter set? I try to setup some autoreply or send some test-emails, but OTRS convert all letters in email into html: ...Ува... and noone can read russian letters. Any ideas!? Gruss, Peter -- www: http://peter.tux.hm www: http://tux.hm - Linux- und BSD-UserGroup im Weserbergland www: http://ha-forum.org - HA Cluster Forums

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Duplicated usernames. SMTP authentication failed! Enable debug for more info!
by hong yang 20 Feb '06

20 Feb '06

Hi, guys, Thank you for your nice software. I've installed OTRS-2.0.4-01-win32.exe on Windows XP Professional Version. My problem is, everytime when I tried to send out an e-mail through SMTP, an authentification error occurs. I tried to setup the smtp parameters via the graphical administration frontend(Framework::Core::Sendmail) and via Kernel/Config.pm as well. However the error remains the same, and here is the details: ======================================= ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: MSWin32 Time: Mon Feb 20 16:17:10 2006 Message: SMTP authentication failed! Enable debug for more info! Traceback (2160): Module: Kernel::System::Email::SMTP::Send (v1.9) Line: 76 Module: Kernel::System::Email::Send (v1.14) Line: 467 Module: Kernel::System::Ticket::Article::ArticleSend (v1.94) Line: 1321 Module: Kernel::Modules::AgentTicketCompose::SendEmail (v1.7) Line: 548 Module: Kernel::Modules::AgentTicketCompose::Run (v1.7) Line: 91 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_i ndex_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 ======================================= Here is the setting of my SendmailModule: # SendmailModule $Self->{"SendmailModule"}="Kernel::System::Email::SMTP"; $Self->{"SendmailModule::Host"}="<my Hostname>"; $Self->{"SendmailModule::Port"}="25"; $Self->{"SendmailModule::AuthUser"}="<my username>"; $Self->{"SendmailModule::AuthPassword"}="<my password>"; ======================================= Then I tried to use Ethereal to trace the SMTP protocol, and got the encoded username and password. After decoding the username and password using base64_decoder (http://www.splitbrain.org/encode.php) I found that the username is written twice with the password written once, something like, "command: AUTH PLAIN <my username><my username><my password>". I am sure all my setting is right and they work in Thunderbird in the same machine. So I think this might be a bug of OTRS. I've checked the bug list, but I couldn't find out the solution. Can you please check it out and reply to me, thank you. Hong Yang

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Having some real problems with AgentTicketPhoneNew.dtl
by Braun Brelin 20 Feb '06

20 Feb '06

Hi all, I'm having some real problems with the AgentTicketPhoneNew.dtl file. I've been trying to customize this for a number of things. However, I'm running into (I think) a real bug with the page. It turns out that if you enter something into a text field, and then try to search for and take a customer the search action clears out anything that was typed in into the body field. Does anyone know a way to stop the search function from clearing the data on the screen? This is a real problem, and in my opinion, a pain in the ass bug. Braun

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Customer Page
by Roberto Dud (listas) 20 Feb '06

20 Feb '06

Mrs, Why I change de initial customer page? Thanks, Dud.

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RE: [otrs] PostmasterPOP3 error[Scanned]
by Danie Theron 20 Feb '06

20 Feb '06

OK , I have installed a system from scratch , added only one POP3 mailbox and am still getting the same error : ./PostMasterPOP3.pl -f 1 -d 2 Notice: PostMasterPOP3.pl is already running but is starting again! Message 1/200 (otrssunvegas@verpakt.com@192.168.135.27) Got no Email at /usr/share/otrs/Kernel/System/PostMaster.pm line 45, <PRODUCT> line 4. Also when I check the log I get : Can't create PID PostMasterPOP3, because it's already running. I also noticed that is resets this PID after an hour : Removed PID (PostMasterPOP3/ticket.verpakt.com/5879, because 1 hour old! Can this maybe be the problem? I am really at my wits end and would be extremely happy if someone could please help me with this. > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Danie Theron > Sent: 17 February 2006 04:09 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] PostmasterPOP3 error[Scanned] > > Hi , > > I am experiencing a very frustrating problem when checking mail with the > PostmasterPOP3.pl script. When it checks every 10 minutes (cronjob) it > sometimes just bombs out with the following error : > > Got no Email at /opt/otrs/Kernel/System/PostMaster.pm line 45. > > Now I have posted this before , and the reply was that it might be a > Postmaster Filter rule , but I haven't added any new rules. > > I am connecting to an Exchange Server with POP3 accounts. Please , > please if anyone has any advise or came across the same problem please > respond. > > TIA > > Regards , > > Danie Theron > > > It is common knowledge that there are three sides to the force: the > light side, the dark side, and Chuck Norris. > > > ------------------------------------------------------------------------ > ---- > The information transmitted is intended only for the person or entity 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 is prohibited. If you > received this in error, please contact the sender and delete the > material from any computer. > ------------------------------------------------------------------------ > --- > > _______________________________________________ > 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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mod_perl config problem
by Knut Haugen 20 Feb '06

20 Feb '06

Hi I have installed a version of OTRS 2.0.4-1 on a Debian Sarge box, running Apache 2.0.55-5 using the apache2-mpm-prefork version and libapache2-mod-perl2 1.999.21-1. The installation works fine running as CGI, but when I tried the mod_perl setup, using the supplied scripts apache2-httpd-new.include.conf and apache2-perl-startup.pl, just changing paths, things break in spectacular ways. To problems occurr: First, on login, I get a re-direct loop (that firefox interrupts) and login doesn't seem to work. In the database, 21 sessions are created and the cookie has the session id of the latest one (and the cookie works fine). I can bypass this and enter the url for an action, and I get the correct page, but now, every link I click just reload the same page. This is clearly a mod_perl issue (i experienced similar tendencies before), but I can't seem to find the setting to tweak. Any suggestions? Are there any known issues regarding the mod_perl setup files? regards, -- Knut Haugen Konsulent/programmerer Linpro AS web: http://www.linpro.no/ +47 21544100 gpg: http://www.knuthaugen.no/misc/key.asc.txt

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