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RE: RE: [otrs] Sub-Sub Queues[Scanned]
by Danie Theron 20 Feb '06

20 Feb '06

Ok , OOPS , thought I was clever but it seems any tickets moved in those queues disappear :-( _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Danie Theron Sent: 15 February 2006 04:29 PM To: User questions and discussions about OTRS.org Subject: RE: RE: [otrs] Sub-Sub Queues[Scanned] Hi , I have managed to get a workaround for my problem. I first created a Parent Queue with all it's sub queues and then simply moved that queue into my desired sub queue. :-) _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Volker.Lipper(a)de.mecglobal.com Sent: 15 February 2006 10:39 AM To: User questions and discussions about OTRS.org Subject: Re: RE: [otrs] Sub-Sub Queues[Scanned] then you would create a sub-sub-sub queue and thats not possible afaik.... but you just asked for sub-subs..... ;-)) Li otrs-bounces(a)otrs.org schrieb am 15.02.2006 08:49:41: > Hi Patrick , > > I tried that but the Sub Queue does not show in the dropdown list of Queues. > > To explain , I create a main queue called VPL. Under that queue I > created a Sub Queue called Help. Under the Help queue I have created > another Sub Queue called Management Follow Up. Now if I want to > create another queue UNDER the Management Follow Up queue called > Finance. So the queue list will look as follows : > > VPL::Help::Management Follow Up::Finance > > I can only see the Help queue in the drop down list when creating a > new Queue. So you can see my predicament :( > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > > Patrik Forsberg > > Sent: 14 February 2006 04:58 PM > > To: User questions and discussions about OTRS.org > > Subject: RE: [otrs] Sub-Sub Queues[Scanned] > > > > sure, just create a new queue and select the sub-queue you want it to be a > > child of. > > > > > > > -----Original Message----- > > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > > > Behalf Of Danie Theron > > > Sent: Tuesday, February 14, 2006 3:44 PM > > > To: User questions and discussions about OTRS.org > > > Subject: [otrs] Sub-Sub Queues > > > > > > Hi , > > > > > > Just a quick question , is it possible to have sub queues of > > > sub queues? > > > I don't see the option in the web interface. > > > > > > Regards , > > > > > > Danie Theron > > > > > > ----------- > > > > > > > > > _______________________________________________ > > > 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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RE: [otrs] Ticketnumber reset after migration
by Thomas Nilsen 20 Feb '06

20 Feb '06

/otrs/var/log/TicketCounter.log is the key. When you reinstall, this is reset to the default or deleted. So copy the old file from your Fedora system to the new installation. Thomas -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Monday, February 20, 2006 9:43 AM To: User questions and discussions about OTRS.org Subject: [otrs] Ticketnumber reset after migration Hello, I moved my OTRS 2.0.4 install from a Fedora Core 2 to a CentOS 4.2 box yesterday. Installed a fresh 2.0.4 on the new server, stopped the otrs service on the old one, dumped the db and recreated it on the new server. I also copied Kernel/Config.pm over and started the otrs service on the new server. Seems to work just fine, except for the fact that new tickets get ticketnumbers starting at 100001 again, while we've set the ticketnumber length to 5 digits and already have a lot of tickets in the system. Where should I look to fix this and go on from where we left? Thanks, 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/ 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.

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Re: CustomerID field as drop-down?
by Oliver Buckie 20 Feb '06

20 Feb '06

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/ ----------

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Ticketnumber reset after migration
by Nils Breunese (Lemonbit Internet) 20 Feb '06

20 Feb '06

Hello, I moved my OTRS 2.0.4 install from a Fedora Core 2 to a CentOS 4.2 box yesterday. Installed a fresh 2.0.4 on the new server, stopped the otrs service on the old one, dumped the db and recreated it on the new server. I also copied Kernel/Config.pm over and started the otrs service on the new server. Seems to work just fine, except for the fact that new tickets get ticketnumbers starting at 100001 again, while we've set the ticketnumber length to 5 digits and already have a lot of tickets in the system. Where should I look to fix this and go on from where we left? Thanks, Nils Breunese.

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Don't seem to have an otrs user
by Gordon O'Brien 20 Feb '06

20 Feb '06

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

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Backup on Windows
by Karkhanis 19 Feb '06

19 Feb '06

Hi, this might seem a bit naive, but we work with OTRS 2.0.4 on a Win2003 Server. We have a different win2003 server as our DC and IIS. I have 2 queries, any help would be greatly appriciated 1. How do we backup / restore OTRS on windows. I need to backup all tickets, and also the configuration settings 2. Has anyone tried using OTRS on a box that also runs IIS. Thanks in anticipation Ashutosh *********** PAIN IS TEMPORARY, PRIDE FOREVER !! ************ __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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Connection closed by remote server?
by Nils Breunese (Lemonbit Internet) 18 Feb '06

18 Feb '06

Hello, Today I upgraded PHP (4.4.1 -> 4.4.2) and MySQL (3.23.x -> 4.1.15) on my Fedora Core 2 server and restart both the MySQL and Apache webserver. All seems to work (I run several vhosts on this server) except that OTRS seems to have lost it. When I go to /otrs/index.pl the login screen appears, but when I login I get 'Connection closed by remote server'. I've looked all over but have found no error message whatsoever. /var/log/messages says (I put in x's for private data): Feb 18 19:14:24 xxxx OTRS-CGI-1[24835]: [Notice] [Kernel::System::Auth::DB::Auth] User: xxxx authentication ok (REMOTE_ADDR: xxx.xxx.xxx.xxx). Also the DB is alright according to OTRS: # /opt/otrs/bin/CheckDB.pl It looks Ok! And restarting the otrs service doesn't help or seem to find any problems: # service otrs restart Shutting down OTRS Disable /opt/otrs/bin/PostMaster.pl ... done. Shutting down cronjobs ... done. Final shutdown of OTRS.. done Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... It looks Ok! done. Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://xxx.xxx.xxx/otrs/index.pl <<-- Final start of OTRS.. done Other Perl-based webscripts (such as Movable Type) are working correctly. What could be the problem? Where can I look? Thanks, Nils Breunese.

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Removing users
by Hans du Plooy 18 Feb '06

18 Feb '06

Hi guys, I know this has been discussed before, but I keep running into this problem. Here's an example. We have a client, say Company A, and our contact there is, say, jakes, e-mail jakes(a)company-a.com Jakes leaves Company A, now works for Company B. He puts in a good word for us there, and we get to do their network. Now Jakes is our contact at Company B, his e-mail is jakes(a)company-b.com. Wouldn't it make sense to be able to deactivate users and mark them in some way that they still exist, but don't show up when creating a new ticket for example? I can add Jakes as a new user with new password, I'm sure, but when I create a ticket for the new company, and search for Jakes, I get both. Hans

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Error: Need TicketID!
by Priya b 18 Feb '06

18 Feb '06

Hello friends.... I m workng with otrs few months back.It was workng absolutly fine.. But now suddenly,when Customer/agent User tries to create a ticket.It is giving error as follows::::::: Error: Need TicketID! ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Fri Feb 17 12:47:55 2006 Message: Need TicketID! Traceback (3186): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.92) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.3) Line: 311 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.6) Line: 677 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 48 Module: (eval) (v1.36) Line: 202 Module: ModPerl::RegistryCooker::run (v1.36) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.36) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 It seems as ticket id generarator is creatng problem.I had set 'ID Genearator to AUTOINCREMENT'..When i saw the database,it is showng: id field tn field ---(somthing) -- --- -- 3306 1003290 3307 1003291 & suddenly next one is: 3308 1000001 3309 (its showing blank here) I m not getting Why It Is Not generating TICKET ID.........??????????????/ I m new to it...Plzzzzzzzzz Help Me Frnds........ Waiting fro ur reply..... Thank you..

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Errors on PostMasterPOP3.pl
by Jacco van Koll 17 Feb '06

17 Feb '06

Gents, After browsing the entire archive, i still get no answer to the following error: Use of uninitialized value in numeric eq (==) at /usr/share/perl5/Net/POP3.pm line 310, <PRODUCT> line 4. No messages (support@haringstad.com@localhost) Use of uninitialized value in numeric eq (==) at /usr/share/perl5/Net/POP3.pm line 316, <PRODUCT> line 4. Connection to localhost closed. When i use netcat localhost 110 to login, i use the username & password, and everything goes OK. Running here: Debian Unstable Dovecot as POP/IMAP server with virtual mailboxes, need to login with username(a)domain.tld Apache 2 The other mailboxes i use, both with windows and Linux clients, work like a charm. Only this not. Reproduced the error with: $OTRSHOME/bin/PostMasterPOP3.pl -d4 -s localhost -u support(a)domain.tld -p {fakeforthisemail} Anyone? -- Regards, J. van Koll

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adding fields to MySQL tabel
by ReKo Video - printer en pcsupplies 17 Feb '06

17 Feb '06

Hi, I did add some fields (like department) to 'customerMessagenew.dtl'. I add the same fields in the table 'ticket' (with ALTER table ...), but when I make a new ticket and fill-in data into the new fields in the webinterface , the data is not displayed in the database... Do I have to add the fields somewhere else too and/or do I have to make other changes? Do I have have to make changes to the program 'customerticketzoom.dtl' ? Greetings, Rene

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PostmasterPOP3 error
by Danie Theron 17 Feb '06

17 Feb '06

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. ------------------------------------------------------------------------ ---

1 0

Assigning tickets to a random agent
by Matt Linton 16 Feb '06

16 Feb '06

Hello all; Our team has defined a queue for asset tracking updates. A user emails us to let us know to update their location when they move offices. Because we want to be fair about it, we'd like to assign those tickets to a random one of us each time one comes in. I tried using GenericAgent to do this, but it is not capable of allowing a ticket to be owned by multiple agents (for obvious reasons). Is there a way to facilitate this, or otherwise accomplish what we intend? We are about to undergo an audit which will result in hundreds of these requests, and the only fair way to deal with them is to ensure that they're assigned randomly among us.

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OTRS statistics
by Edgar Meij 16 Feb '06

16 Feb '06

Hi Rémi, Sure, see the attached file. If you have any questions, drop me an e-mail. Regards, Edgar > -----Oorspronkelijk bericht----- > Van: pas.de.quoi(a)voila.fr [mailto:pas.de.quoi@voila.fr] > Verzonden: dinsdag 7 februari 2006 10:21 > Aan: danie(a)verpakt.com; edgar.meij(a)gmail.com > Onderwerp: OTRS statistics > > Hi Edgar, Hi Danie > > I use otrs too since june 2003 (1.3.2 at this time but I'm going to update > to 2.0.4 soon) and I'm interested in statitics over OTRS database but I'm > not an expert in SQL so, as Danie asked, could you possibly send me the > zip file , I would really like to have a look at it (the ouputs that you > have made meet my goals) > > Thanks a lot > > Rémi

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Contact customer - remote connection
by Simone Girlanda 16 Feb '06

16 Feb '06

I would like to insert a different way to "Contact customer": now the system allow only "phone call", but we usually connect to user computer using remote access (remote desktop, pc-anyware, etc.). So we need to have also a "remote connection" record type. This kind of operation must be notified to user (phone call does not). Do anybody know how to do that ? Ciao Simone

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Can't use an undefined value as a HASH reference at Article.pm line 1004.
by O'Brien, Liam 16 Feb '06

16 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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utf-8 error
by ibrahim ALIZ 16 Feb '06

16 Feb '06

Hi All, I wanted to repeat my question, isnt there someone who had this error and find a solution :( When I configured OTRS for 'utf-8' support and use some Cyrillian characters in creating a new ticket I got an error saying: "Wide character in syswrite at C:/OTRS/Perl/lib/Net/Cmd.pm line 436." But the system still creates the ticket.. What is wrong, what did I do wrong? I hope someone can help me? Thanks for your time, Best Regards, ibrahim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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how to import customer users from file or ms access database
by andreagx＠tin.it 16 Feb '06

16 Feb '06

Hello, I want to import my customers user database to otrs db on windows machine. Is possible perform this form web by sysconfig? Is possible import data from txt file or ms access database to otrs db ? thanks in advance andrew

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Notify email on new customer user ticket
by Andrea 15 Feb '06

15 Feb '06

Hello, How to notify email with ticket number to a customer user when a customer user create a new ticket? Thanks andrea

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RE: [otrs] Customer email as ID
by Thomas Nilsen 15 Feb '06

15 Feb '06

Can't you use a dummy email for these which is routed to /dev/null on a dummy domain or something? I assume you have to register a name of some sort or a phone number. If you have a local domain of example.com, create a null routed domain of noemail.example.com and give these phone only tickets a <phonenumber>@noemail.example.com or <fullname>@noemail.example.com email address. That way if any mail is sent out to such an address, it is never delivered to anyone and you can use OTRS without customising it (if it is at all possible). Regards, Thomas -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Jason Loven Sent: Wednesday, February 15, 2006 9:33 PM To: otrs(a)otrs.org Subject: [otrs] Customer email as ID Is there a particular reason that it's required that the customer ID be an email address? I understand that it's good to have that to maintain a communications trail with the customer etc but often our issues are handled over the phone and in about 15-20% of the cases the specific person we are speaking with does not have an email address. At least not that they wish to share. Also in about 25% of the tickets we open the tickets are opened by a receptionist who takes the call or it may come in via a voice mail where the customer does not leave an email. Just wondering if it's possible to make some small tweaks to accommodate this since currently OTRS checks the MX validity of entered email so we cant even do something like customername(a)company.nodomain to get the ticket open. 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

Customer email as ID
by Jason Loven 15 Feb '06

15 Feb '06

Is there a particular reason that it's required that the customer ID be an email address? I understand that it's good to have that to maintain a communications trail with the customer etc but often our issues are handled over the phone and in about 15-20% of the cases the specific person we are speaking with does not have an email address. At least not that they wish to share. Also in about 25% of the tickets we open the tickets are opened by a receptionist who takes the call or it may come in via a voice mail where the customer does not leave an email. Just wondering if it's possible to make some small tweaks to accommodate this since currently OTRS checks the MX validity of entered email so we cant even do something like customername(a)company.nodomain to get the ticket open.

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SV: [otrs] IPC problem ?
by Haugland, Tore 15 Feb '06

15 Feb '06

Hi. I had the same problem some time ago; http://bugs.otrs.org/show_bug.cgi?id=465 Think the solution was to remove a leading digit in the IPCKey to make it work - dunno what the current OTRS default value for IPC key is (still running otrs 1.3) Tore H -----Opprinnelig melding----- Fra: Jordan Bracco [mailto:jordan@exmuros.net] Sendt: 14. februar 2006 18:45 Til: otrs(a)otrs.org Emne: [otrs] IPC problem ? Hello. I have installed a OTRS with apt-get install on Debian Sarge, but I have a problem: "Invalid argument at /usr/share/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 156." when i'm login. The block of code around line 156 is: # write shm cache log if ($Priority !~ /^debug/i && $Self->{IPC}) { $Priority = lc($Priority); my $Data = localtime().";;$Priority;;$Self->{LogPrefix};;$Subroutine2;;$Line1;;$Message;;\n"; my $String = $Self->GetLog(); shmwrite($Self->{Key}, $Data.$String, 0, $Self->{IPCSize}) || die $!; } return 1; } # -- Thanks :) _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Authentication (User's and Admin's) Question?
by carinus.carelse＠mrc.ac.za 15 Feb '06

15 Feb '06

3 2

RE: RE: [otrs] Sub-Sub Queues[Scanned]
by Danie Theron 15 Feb '06

15 Feb '06

Hi , I have managed to get a workaround for my problem. I first created a Parent Queue with all it's sub queues and then simply moved that queue into my desired sub queue. :-) _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Volker.Lipper(a)de.mecglobal.com Sent: 15 February 2006 10:39 AM To: User questions and discussions about OTRS.org Subject: Re: RE: [otrs] Sub-Sub Queues[Scanned] then you would create a sub-sub-sub queue and thats not possible afaik.... but you just asked for sub-subs..... ;-)) Li otrs-bounces(a)otrs.org schrieb am 15.02.2006 08:49:41: > Hi Patrick , > > I tried that but the Sub Queue does not show in the dropdown list of Queues. > > To explain , I create a main queue called VPL. Under that queue I > created a Sub Queue called Help. Under the Help queue I have created > another Sub Queue called Management Follow Up. Now if I want to > create another queue UNDER the Management Follow Up queue called > Finance. So the queue list will look as follows : > > VPL::Help::Management Follow Up::Finance > > I can only see the Help queue in the drop down list when creating a > new Queue. So you can see my predicament :( > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > > Patrik Forsberg > > Sent: 14 February 2006 04:58 PM > > To: User questions and discussions about OTRS.org > > Subject: RE: [otrs] Sub-Sub Queues[Scanned] > > > > sure, just create a new queue and select the sub-queue you want it to be a > > child of. > > > > > > > -----Original Message----- > > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > > > Behalf Of Danie Theron > > > Sent: Tuesday, February 14, 2006 3:44 PM > > > To: User questions and discussions about OTRS.org > > > Subject: [otrs] Sub-Sub Queues > > > > > > Hi , > > > > > > Just a quick question , is it possible to have sub queues of > > > sub queues? > > > I don't see the option in the web interface. > > > > > > Regards , > > > > > > Danie Theron > > > > > > ----------- > > > > > > > > > _______________________________________________ > > > 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/

1 0

DTL question
by Braun Brelin 15 Feb '06

15 Feb '06

Hi folks, According to what I understand about DTL, setting variables like $Data{OptionStrg} are only valid for the actual page. What I don't understand is where these hash elements (I assume that they're hash elements) are actually set in the first place. Certainly, there isn't a set Data{"OptionStrg"} anywhere in the .dtl page that i'm trying to customize (AgentTicketPhoneNew.dtl). Can any one point me to a document explaining DTL, other than the README.dtl or the TEST.dtl file, which are rather basic? Thanks, Braun Brelin

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Perl error? httpd won't start.
by Mike Pietersen 15 Feb '06

15 Feb '06

I seem to have worked out my AD authentication issues, but my apache service won't start. My error log says: [Wed Feb 15 08:08:08 2006] [error] syntax error at /opt/otrs/Kernel/Config.pm line 122, near "$Self"\nCompilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 28.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 28.\nCompilation failed in require at (eval 2) line 1.\n [Wed Feb 15 08:08:08 2006] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server 127.0.0.1:0, exiting... Has anyone had similar problems with OTRS where perl modules are failing? I ran the checkmodules and all of them are correctly installed except for the ones that are required for OTRS stats. Any insight? Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388

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adding fields to MySQL tabel
by Koning, Rene 15 Feb '06

15 Feb '06

Hi, I did add some fields (like department) to 'customerMessagenew.dtl'. I add the same fields in the table 'ticket' (with ALTER table ...), but when I make a new ticket and fill-in the new fields, the data is not displayed in the database... Do I have to add the fields somewhere else too and/or do I have to make other changes? Do I have have to make changes to the program 'customerticketzoom.dtl' ? Greetings, Rene ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange.

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Ticket Escalation every 20 minutes problem ***URGENT***
by JC Boursiquot 15 Feb '06

15 Feb '06

Does anyone know how to turn off ticket escalations. The OTRS system is escalating open and closed tickets every 20 minutes. I have all queues and sub-queues notification field Escalation time (minutes): are set to 0. JC Boursiquot

2 2

RE: [otrs] OTRS Stress Tests
by Peter van Beugen 15 Feb '06

15 Feb '06

I run OTRS 1.3.2 on a RH9-linux box: an "old" Compaq Prioliant system Pentium III-500Mhz 1 Gb RAM Up to 20 simultaneous users, handling about 1.500 tickets a day And no performance issues at all ! Regards, Peter ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Thought Fix Verzonden: dinsdag 14 februari 2006 20:56 Aan: User questions and discussions about OTRS.org Onderwerp: [otrs] OTRS Stress Tests Is there a site for OTRS stress tests? I was unable to find it after much Googling. We're trying to find the right solution for up to 20 simultaneous agents and around 6,000-8,000 tickets per day. We can build as much of a server as this needs but would like to high instead of low. Thanks! --DRG

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RE: [otrs] Sub-Sub Queues[Scanned]
by Danie Theron 15 Feb '06

15 Feb '06

Hi Patrick , I tried that but the Sub Queue does not show in the dropdown list of Queues. To explain , I create a main queue called VPL. Under that queue I created a Sub Queue called Help. Under the Help queue I have created another Sub Queue called Management Follow Up. Now if I want to create another queue UNDER the Management Follow Up queue called Finance. So the queue list will look as follows : VPL::Help::Management Follow Up::Finance I can only see the Help queue in the drop down list when creating a new Queue. So you can see my predicament :( > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Patrik Forsberg > Sent: 14 February 2006 04:58 PM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] Sub-Sub Queues[Scanned] > > sure, just create a new queue and select the sub-queue you want it to be a > child of. > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > > Behalf Of Danie Theron > > Sent: Tuesday, February 14, 2006 3:44 PM > > To: User questions and discussions about OTRS.org > > Subject: [otrs] Sub-Sub Queues > > > > Hi , > > > > Just a quick question , is it possible to have sub queues of > > sub queues? > > I don't see the option in the web interface. > > > > Regards , > > > > Danie Theron > > > > ----------- > > > > > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support oder Consulting für Ihr OTRS System? > > =http://www.otrs.de/ > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > =http://www.otrs.de/

2 1

Backup on Windows
by Karkhanis 15 Feb '06

15 Feb '06

Hi, this might seem a bit naive, but we work with OTRS 2.0.4 on a Win2003 Server. We have a different win2003 server as our DC and IIS. I have 2 queries, any help would be greatly appriciated 1. How do we backup / restore OTRS on windows. I need to backup all tickets, and also the configuration settings 2. Has anyone tried using OTRS on a box that also runs IIS. Thanks in anticipation Ashutosh *********** PAIN IS TEMPORARY, PRIDE FOREVER !! ************ __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

OTRS Stress Tests
by Thought Fix 15 Feb '06

15 Feb '06

Is there a site for OTRS stress tests? I was unable to find it after much Googling. We're trying to find the right solution for up to 20 simultaneous agents and around 6,000-8,000 tickets per day. We can build as much of a server as this needs but would like to high instead of low. Thanks! --DRG

2 1

MySQL
by Koning, Rene 14 Feb '06

14 Feb '06

Hello, I've installed OTRS local on my pc and on a server (Windows 2003 server). How can I connect to the MYSQL database on the server with MySqlmanager? Connecting to the locally MySQL database (on the pc) is no problem, but I cann't connect to the server... Hopefully anybody can help me, Tnanx, Rene ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange.

3 2

IPC problem ?
by Jordan Bracco 14 Feb '06

14 Feb '06

Hello. I have installed a OTRS with apt-get install on Debian Sarge, but I have a problem: "Invalid argument at /usr/share/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 156." when i'm login. The block of code around line 156 is: # write shm cache log if ($Priority !~ /^debug/i && $Self->{IPC}) { $Priority = lc($Priority); my $Data = localtime().";;$Priority;;$Self->{LogPrefix};;$Subroutine2;;$Line1;;$Message;;\n"; my $String = $Self->GetLog(); shmwrite($Self->{Key}, $Data.$String, 0, $Self->{IPCSize}) || die $!; } return 1; } # -- Thanks :)

1 0

Forgot to mention
by Braun Brelin 14 Feb '06

14 Feb '06

I'm using OTRS 2.0.4 on a Red Hat Linux X86 system. Braun

1 0

Modifying AgentTicketPhoneNew.dtl
by Braun Brelin 14 Feb '06

14 Feb '06

Hello all, I am trying to modify AgentTicketPhoneNew.dtl. Basically, I am trying to change the "owner" field to automatically display owners, rather than have the user click the "all" link to the right. I.e. I want the page to display automatically as if the user had already clicked on "all". The code for all of this seems to be in AgentTicketPhoneNew.dtl as follows: <td class="contentkey">$Text{"Owner"}:</td> <td class="contentvalue">$Data{"OptionStrg"} $Env{"Box0"}<a href="" onclick="document.compose.ExpandCustomerName.value=' 3'; document.compose.AllUsers.value='1'; document.compose.submit(); return false;" onmouseout="window.status='';" onmouseove r="window.status='$Text{"All Agents"}'; return true;">$Text{"All"}</a>$Env{"Box1"} </td> I'm still new to DTL and the templating language here. How do I change the page to reflect what I want above? Thanks, Braun Brelin

1 0

utf-8
by ibrahim ALIZ 14 Feb '06

14 Feb '06

Hi All, When I configured OTRS for 'utf-8' support and use some Cyrillian characters in creating a new ticket I got an error saying: "Wide character in syswrite at C:/OTRS/Perl/lib/Net/Cmd.pm line 436." But the system still creates the ticket.. What is wrong, what did I do wrong? I hope someone can help me? Thanks for your time, Best Regards, ibrahim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

tickets by phone
by ibrahim ALIZ 14 Feb '06

14 Feb '06

Hi All, I have an important question: I wanted to learn if there is someone who configured OTRS so that it works fine without providing an email address for a customer. Since it is possible that there are end users without email addresses (We are an old company :pp ), and agents can create tickets according to phone calls and close them by phone calls.. Thanks for your time, Best Regards, ibrahim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

Cron jobs for otrs user does not start
by Alina Florea 14 Feb '06

14 Feb '06

Hello, I have set the crontab for the otrs user. When I type "crontab -l -u otrs' I can see all the entries like on page 31 of the "OTRS 2.0 Admin Manual". The problem is that it seems that this crontab is never executed; I must launch "/opt/otrs/bin/PostMasterPOP3.pl" manually in order to have teh new emails comming in OTRS system. This line */10 * * * * $HOME/bin/PostMasterPOP3.pl >> /dev/null exists in the crontab. I don't see were the problem could be. Can anyone help me? Thank you in advance. Alina.

3 2

RE: [otrs] Sub-Sub Queues
by Patrik Forsberg 14 Feb '06

14 Feb '06

sure, just create a new queue and select the sub-queue you want it to be a child of. > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Danie Theron > Sent: Tuesday, February 14, 2006 3:44 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] Sub-Sub Queues > > Hi , > > Just a quick question , is it possible to have sub queues of > sub queues? > I don't see the option in the web interface. > > Regards , > > Danie Theron > > ----------- > > > _______________________________________________ > 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

Sub-Sub Queues
by Danie Theron 14 Feb '06

14 Feb '06

Hi , Just a quick question , is it possible to have sub queues of sub queues? I don't see the option in the web interface. Regards , Danie Theron -----------

1 0

auto-reject
by ibrahim ALIZ 14 Feb '06

14 Feb '06

Hi All, In auto-responses menu there is a response named auto-reject. This option seems useful however, I want to ask when & how it is used? Thanks for your time, ibrahim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

2 1

notification to agents
by OTRS 14 Feb '06

14 Feb '06

Hello, We wants to know when a new ticket is created. So every time a ticket is created we want to see an email in an email box. We already assigned personal queues to agents and activated notification on new ticket, but we don't get a notification. Can someone help me?? Kind regards, Roel Niesen

1 0

HTML mail
by Nikola 14 Feb '06

14 Feb '06

Hi, can OTRS be setup so that e-mails from it are sent in HTML format. Company policy is that all mail must be in Verdana. Regards, Nikola

2 1

Migrating from Server A to Server B
by Danie Theron 14 Feb '06

14 Feb '06

Hi all , I'm sure this question has been asked (and I have serched the lists and got the answer) , I just want to confirm if it is the right way. Basically I want to move my system over to a more redundant system (Raid) , do I simply do a mysqldump of the database and then upload that to the new server? Will it be possible to use the backup/restore script provided to restore the various files onto the new server? Basically I want to run the backup script on Server A , and then copy those files over to Server B and run a restore on Server B. Any help/suggestions will be greatly appreciated. Regards , Daniel 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. ------------------------------------------------------------------------ ---

2 1

Re: new install help?
by mmaki＠adelphia.net 13 Feb '06

13 Feb '06

> I've recently setup an otrs system on debian, using the apt-get process, > everything worked and the system appears functional, however, when a request is > sent via email, the ticket is created, however the end user does not receive a > notification that a ticket was created nor does the support staff, even though > the system log says that the notification was sent, the MTA log (exim) does not > have any events for those notifications, when I close the ticket through the web > interface the end user receives that notification, the support staff does not > How did you set up Debian to handle mail? I believe that's key. Make sure you set it up as an Internet Site that sends and receives mail itself. I'm sure there is someone on this list that understands mail routing more than I that can give some insight. It must be an exim configuration but I'm suprised there is nothing in /var/log/exim4/mainlog One of the first thing I did when I installed OTRS on Debian was to install postfix which removes exim, only because I know a little about postfix and nothing about exim. Good Luck! Mike

4 6

RE: [otrs] Package Manager Error
by Peter van Beugen 13 Feb '06

13 Feb '06

Did you run SetPermissions.sh als "SetPermissions.sh otrs apache apache apache apache" ?? Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Jeff Alperin Verzonden: zondag 12 februari 2006 0:06 Aan: otrs(a)otrs.org Onderwerp: [otrs] Package Manager Error I've just installed otrs and everything is working fine EXCEPT that I get the following error when I click on the link for the Package Manager: Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.sh !!! I've run SetPermissions.sh and it doesn't help. I successfully ran Package Manager once (though I didn't actually install any packages). Now all I get is the error. In the system log, I see the following line: OTRS-CGI-10 Can't write file /opt/otrs///check_permissons.20334: Permission denied! Any suggestions as to what file/folder is having the problem? Thanks. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

1 0

Package Manager Error
by Jeff Alperin 13 Feb '06

13 Feb '06

I've just installed otrs and everything is working fine EXCEPT that I get the following error when I click on the link for the Package Manager: Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.sh !!! I've run SetPermissions.sh and it doesn't help. I successfully ran Package Manager once (though I didn't actually install any packages). Now all I get is the error. In the system log, I see the following line: OTRS-CGI-10 Can't write file /opt/otrs///check_permissons.20334: Permission denied! Any suggestions as to what file/folder is having the problem? Thanks.

3 2

custom sorting of tickets
by otrs.sarahwbs＠xoxy.net 13 Feb '06

13 Feb '06

I'm thinking about using OTRS for a client's site. One of the features I absolutely need is the ability to sort all of my tickets into the exact order I want. I know a lot of systems only allow you to specify a few priority levels and then sort tickets by those levels. Is the kind of custom sorting I'm looking for possible with OTRS? -- sarah adams web developer & programmer portfolio: http://sarah.designshift.com blog: http://hardedge.ca

3 2

hiding system autoresponds
by Thomas Schweiger 12 Feb '06

12 Feb '06

Heyho, is it possible to hide all system autoresponds within a zoomed ticket, if "Ticket::Frontend::ZoomExpand:" is set to "Yes"? Haven't found a config option so far. Bye, Thomas

1 0

new install help?
by danlist＠wbisp.com 11 Feb '06

11 Feb '06

I’ve recently setup an otrs system on debian, using the apt-get process, everything worked and the system appears functional, however, when a request is sent via email, the ticket is created, however the end user does not receive a notification that a ticket was created nor does the support staff, even though the system log says that the notification was sent, the MTA log (exim) does not have any events for those notifications, when I close the ticket through the web interface the end user receives that notification, the support staff does not Any ideas? Thanks Dan -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.6/257 - Release Date: 02/10/2006

1 0

Windows httd.conf
by mykey lynx 11 Feb '06

11 Feb '06

Can someone please post a working windows http.conf file for otrs 2.4 i have toyed with it so much trying to get it to work its driving me nuts. Thanks Michael

1 0

Ticket Escalation problem
by JC Boursiquot 10 Feb '06

10 Feb '06

I keep getting Ticket Escalation emails about closed tickets. How do I fix that? JC Boursiquot

1 0

*** Newbie Help *** Cannot receive mail in OTRS
by JC Boursiquot 10 Feb '06

10 Feb '06

I have been trying to get the mail to go to any queue in OTRS to no avail. The test email file worked fine. I want to use procmail to get the emails into the system. Can anyone share their procmail conf file? I thank you in advance for you help. JC Boursiquot

1 0

RE: [otrs] deleted ZZZAuto.pm
by Are Hoel 10 Feb '06

10 Feb '06

I beleive ZZZAuto.pm is created while doing configurations inside the OTRS web interface. There is always saved a zipy of that file in the same directory, so you should be able to recover using that. 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 Duarte Cordeiro > Sent: Friday, February 10, 2006 3:40 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] deleted ZZZAuto.pm > > Hi, > > > > Is there any way to recover ZZZAuto,pm? It doesn't come with > the distribution, so I presume is build from a script. How > can I rebuild it :-| > > > > Thanks in advance, > > > > Duarte Cordeiro > >

1 0

deleted ZZZAuto.pm
by Duarte Cordeiro 10 Feb '06

10 Feb '06

Generator Microsoft Word 11 (filtered medium) Hi, there any way to recover ZZZAuto,pm? It doesn' t come with the distribution, so I presume is build from a script. How can I rebuild it K Thanks in advance, Cordeiro

1 0

LDAP Authentication
by Prafulla Kumar H.S. 10 Feb '06

10 Feb '06

Hi, I am trying to configure OTRS for authenticating with LDAP server running on NetWare 6.0. Even after repeated trials, I am not able to proceed further in this direction. I would like to know whether some has done this. Thanks, Prafulla Kumar

1 0

NumberGenerator change problem
by Nikola 10 Feb '06

10 Feb '06

Hi, I've changet Ticket::Hook to "Request#" and Ticket::NumberGenerator to AutoInc While Hook is applied to all ticket, I noticed that new ticket Number format is only applied to ticket that are created by mails sent to helpdesk address. Ticket created through OTRS web interface (Phone and Email tickets) still have old numbering (Date generator). How to solve this? Thanks Nikola

2 2

MySQL 4.0 with OTRS v2 on Windows 2003 - Part Deux
by Solaris User 10 Feb '06

10 Feb '06

FranzF, You have misunderstood the question. This has nothing to do with the MySQL user, but the user that is stored in MySQL *THROUGH* OTRS. Hence why this forum is the best shot I have of getting the correct information. Running the server with --old-password is not relevant. My question is what encryption scheme does OTRS use to encrypt the user supplied password, nothing more. Unlike other applications I've come across, OTRS is a bit confusing to figure out which hash algorithm was used when encrypting the user's password. Marco Geweke, I tried your method, but it did not work. For one thing, there is no crypt() function in MySQL. I tried encrypt, and decrypt, but it did not work. I wasn't aware this was going to be such a challenge, none the less, I would like anyone who has successfully integrated the OTRS system_user or customer_user password field to speak up! =) >>Again this should have been asked in a mySQL List, however: >>Why not do the Job with mySQL directly ? >>SELECT count(*) FROM system_user WHERE pass=password("yourplaintextpass"); >>Started your Server with --old-passwords ? No problem, just use >>"pass=old_password()" instead. >>hth >>FranzF > _________________________________________________________________ Dont just search. Find. Check out the new MSN Search! http://search.msn.click-url.com/go/onm00200636ave/direct/01/

2 1

Re: MySQL 4.0 with OTRS v2 on Windows 2003 - Part Deux
by Solaris User 10 Feb '06

10 Feb '06

Thanks everyone. With your assistance, I was able to figure it out. Here is the PHP code incase anyone wants to use it in the future. This works on Windows 2003. Note: pass_input and user_inputare the username and password fields in the form <?php [..snip..] exec("perl -e \"print crypt('$pass_inout', '$user_input')\"", $output); foreach($output as $outputline){ $crypt = $outputline; } $statement = "SELECT login, pw FROM customer_user WHERE login='$strUserName' AND pw=('$crypt')"; [..snip..] ?> _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today - it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/

1 0

[Fwd: Re: [otrs] MySQL 4.0 with OTRS v2 on Windows 2003]
by grahamsmith＠gandalfsemporium.co.uk 09 Feb '06

09 Feb '06

Oops and in /opt/otrs/Kernel/System/Auth/DB.pm this uses a crypt function from mod_perl ---------------------------- Original Message ---------------------------- Subject: Re: [otrs] MySQL 4.0 with OTRS v2 on Windows 2003 From: grahamsmith(a)gandalfsemporium.co.uk Date: Thu, February 9, 2006 7:03 pm To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> -------------------------------------------------------------------------- The routine that does this encryption is in.... /opt/otrs/bin/CryptPassword.pl Solaris User said: > What type of hash does OTRS v2 use when storing a password in MySQL? It looks like crypt, but I am unable to tell what the salt is. > > Essentially, my problem is that I want to interface with the 'pw' field in the system_user table using a PHP page I made. I am currently unable to do > this because I do not know how to encrypt the plaintext given by a user in the PHP page, encrypt it, and compare it to the 'pw' field in the system_user table. > > Any help is greatly appriciated! > > _________________________________________________________________ FREE pop-up blocking with the new MSN Toolbar get it now! > http://toolbar.msn.click-url.com/go/onm00200415ave/direct/01/ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > >

1 0

MySQL 4.0 with OTRS v2 on Windows 2003
by Solaris User 09 Feb '06

09 Feb '06

What type of hash does OTRS v2 use when storing a password in MySQL? It looks like crypt, but I am unable to tell what the salt is. Essentially, my problem is that I want to interface with the 'pw' field in the system_user table using a PHP page I made. I am currently unable to do this because I do not know how to encrypt the plaintext given by a user in the PHP page, encrypt it, and compare it to the 'pw' field in the system_user table. Any help is greatly appriciated! _________________________________________________________________ FREE pop-up blocking with the new MSN Toolbar get it now! http://toolbar.msn.click-url.com/go/onm00200415ave/direct/01/

5 4

RE: [otrs] Opening closed tickets
by Lee A. Connell 09 Feb '06

09 Feb '06

Yes I could have searched the mail archive, I apologize. However contacting sales for these questions is not feasible. The documentation does not cover all the questions that I had unless I missed it. I didn't see anything that goes over how the ticketing system works and how it integrates with the OTRS interface. As you can see someone has already asked the same exact question as I have. Personally I think it's a bit complicated to just get familiar with it. I have tried and I am confused on how things work. Maybe some of these archives could be put into a common FAQ? Thanks, Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: Thursday, February 09, 2006 2:05 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Opening closed tickets > Where do you compose an answer on a ticket? I went and searched for the ticket by customer id. I opened the ticket and I don't see where I can do this? Sorry Lee, you posted many trivial questions to the mailing list that could have been answered by yourself with * reading the documentation * making yourself familiar with OTRS * searching the mail archive * and last but not least, contact sales(a)otrs.de if you need fast and adequate help Please don't post trivial questions. Thanks, Alex > > Lee Connell > Network Engineer > > > 15 Main St. Suite 10 > Littleton, NH 03561 > 603-444-3937 > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Getchell, Adam > Sent: Wednesday, February 08, 2006 3:20 PM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] Opening closed tickets > > >> Where is "re-open"? I have searched and found the closed >> ticket. The state says closed, how do I state it as open? > > Yes, I did not find this explicitly either. However, if you Compose an > answer to the customer (e.g., we're reopening the ticket) you can specify > the next state of the ticket to be open. > > Hope that helps! > >> Lee Connell >> Network Engineer > > *************** > * Adam Getchell, M.S. > * Director of Information Technology > * College of Agricultural & Environmental Sciences Deans' Office > * acgetchell(a)ucdavis.edu (530)752-8008 > *************** > "Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu > _______________________________________________ > 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/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.3/254 - Release Date: 2/8/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.3/254 - Release Date: 2/8/2006

2 1

Problems with Postmaster reading certain emails
by Stefansen Espen 09 Feb '06

09 Feb '06

Hi Lately my OTRS has had problems reading certain emails. When i parse the email through Postmaster.pl, I get this error msg: "perl: prescan_stmt.c:442: rewrite_execute_stmt: Assertion `ph <= imp_sth->phc' failed." Does anyone know why this is happening? I'm running CentOS 4, with perl 5.8.5. In my otrs1.3.3 this is very irritating, since it generates a ticket without an article, which makes all tickets received later not able to be shown. Luckily this is fixed in 2.0.x. Regards Espen Stefansen

1 0

nothing in my queues....
by Mike Lykov 09 Feb '06

09 Feb '06

Hi all. I'm can't figure how queues work ;) Who can explain ? ;) All names/logins are testcase. Admin - create users: agent1, customer and queue "internal-it". Agent (tech. specialist, login agent1) enter OTRS and choose "my queue = internal-it" in his preferences. Exit. Customer (customer user, login "customer") enter OTRS and create ticket. Ticket go to queue "internal-it" (no another choice in drop-down in customer interface). Exit. Agent1 enter OTRS and see this situation: queues : My Queues (0) (why, if internal-it in his "my queues" list?) Locked tickets=1 , click on it, unlock (why he need unlock his own ticket?) Then situation change: queues: My Queues (0) - internal-it (1) (blinking) Why ticket not to go in my queues ? -- Mike Lykov ISP Samtelecom, Administrator

1 0

otrs on oracle
by Michel ARNAUD 09 Feb '06

09 Feb '06

Hi We setup otrs on linux redhat8.0 we have installed an oracle 10.2 database with a tablespace otrs a user otrs . we created the otrs tables on oracle (3 scripts :create:insert:post-creation) and now we try to configure otrs to use this oracle database We modified the config.pm $Self->{DatabaseDSN} = "DBI:Oracle:sid=otrs;host=otrs;port=1521" ; $ENV{ORACLE_HOME} = '/opt/ora10'; $ENV{NLS_DATE_FORMAT} = 'YYYY-MM-DD HH24:MI:SS'; $ENV{NLS_LANG} = "american_america.we8iso8859p1"; But impossible to establish a link with the database please How to setup with oracle do we have only the config.pm file to modify Is there a doc on that ? Thank you for your help Regards ---------------------------------------------------------------------------- ------------------------ Michel Arnaud Salomon S.A. - Direction des Technologies de l'Information Data Base Administrator 74996 Annecy Cedex 09 Tel : 04 50 65 48 59 Fax : 04 50 65 43 54 ---------------------------------------------------------------------------- ------------------------ *** This email and any attachments contains privileged and confidential information intended only for the use of the addressee(s). If you are not an intended recipient of this email, you are hereby notified that any dissemination, copying or use of information within it is strictly prohibited. If you received this email in error or without authorisation, please notify us immediately by reply e-mail and delete the e-mail from your system.

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Blinking queue name
by Lee A. Connell 09 Feb '06

09 Feb '06

Under my login I have “MY QUEUES” and I have a blinking “LEE(1)” queue. This obviously means I have 1 ticket in that queue. How do I prevent the blinking as that is killing my focus. No other queues next to “LEE(1)” are blinking and those queues also have tickets in them. Thanks, Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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RE: [otrs] Opening closed tickets
by Lee A. Connell 09 Feb '06

09 Feb '06

Where do you compose an answer on a ticket? I went and searched for the ticket by customer id. I opened the ticket and I don't see where I can do this? Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Getchell, Adam Sent: Wednesday, February 08, 2006 3:20 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Opening closed tickets > Where is "re-open"? I have searched and found the closed > ticket. The state says closed, how do I state it as open? Yes, I did not find this explicitly either. However, if you Compose an answer to the customer (e.g., we're reopening the ticket) you can specify the next state of the ticket to be open. Hope that helps! > Lee Connell > Network Engineer *************** * Adam Getchell, M.S. * Director of Information Technology * College of Agricultural & Environmental Sciences Deans' Office * acgetchell(a)ucdavis.edu (530)752-8008 *************** "Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu _______________________________________________ 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/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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greetings and first question
by Christian Rice 08 Feb '06

08 Feb '06

Hello. My organization is evaluating otrs 2.0.4 for our IT department, among other things. We've got things working pretty well, but there seems to be a problem where line breaks are being dropped in replies, so the case notes become quite difficult to follow. For example, what started out as /etc/passwd ends up being: Dear Christian Rice, Thank you for your request. Christian Rice <xian(a)tippett.com> wrote: >> OTRS System wrote:> > >A new ticket has been created so we may track your request.> >You wrote:> > > > >> >>testing 3> >> > >>> >> >> >> >If you have additional information to supply, simply reply to this email.> >> >> >> > > >> [12:17:55pm]gangsta:/usr/people/xian/ 1> cat /etc/passwd> root:x:0:0:Gangsta Super-User:/root:/bin/bash> bin:x:1:1:bin:/bin:/sbin/nologin> daemon:x:2:2:daemon:/sbin:/sbin/nologin> adm:x:3:4:adm:/var/adm:/sbin/nologin> lp:x:4:7:lp:/var/spool/lpd:/sbin/nologin> sync:x:5:0:sync:/sbin:/bin/sync> shutdown:x:6:0:shutdown:/sbin:/sbin/shutdown> halt:x:7:0:halt:/sbin:/sbin/halt> mail:x:8:12:mail:/var/spool/mail:/sbin/nologin> #mail:x:8:12:mail:/var/spool/mail:/bin/tcsh> news:x:9:13:news:/etc/news:> uucp:x:10:14:uucp:/var/spool/uucp:/sbin/nologin> operator:x:11:0:operator:/root:/sbin/nologin> games:x:12:100:games:/usr/games:/sbin/nologin> gopher:x:13:30:gopher:/var/gopher:/sbin/nologin> ftp:x:14:50:FTP User:/var/ftp:/sbin/nologin> nobody:x:99:99:Nobody:/:/sbin/nologin> rpm:x:37:37::/var/lib/rpm:/bin/bash> vcsa:x:69:69:virtual console memory owner:/dev:/sbin/nologin> nscd:x:28:28:NSCD Daemon:/:/sbin/nologin> sshd:x:74:74:Privilege-separated SSH:/var/empty/sshd:/sbin/nologin> rpc:x:32:32:Portmapper RPC user:/:/sbin/nologin> rpcuser:x:29:29:RPC Service User:/var/lib/nfs:/sbin/nologin> nfsnobody:x:65534:65534:Anonymous NFS User:/var/lib/nfs:/sbin/nologin> mailnull:x:47:47::/var/spool/mqueue:/sbin/nologin> smmsp:x:51:51::/var/spool/mqueue:/sbin/nologin> pcap:x:77:77::/var/arpwatch:/sbin/nologin> apache:x:48:48:Apache:/var/www:/sbin/nologin> squid:x:23:23::/var/spool/squid:/sbin/nologin> xfs:x:43:43:X Font Server:/etc/X11/fs:/sbin/nologin> named:x:25:25:Named:/var/named:/sbin/nologin> ntp:x:38:38::/etc/ntp:/sbin/nologin> gdm:x:42:42::/var/gdm:/sbin/nologin> desktop:x:80:80:desktop:/var/lib/menu/kde:/sbin/nologin> mailman:x:9998:301:MailMan Mailing List:/usr/local/mailman:/bin/tcsh> ntop:x:100:11:ntop server user:/usr/share/ntop:/bin/false> canna:x:39:39:Canna Service User:/var/lib/canna:/sbin/nologin> wnn:x:49:49:Wnn System Account:/home/wnn:/sbin/nologin> [12:17:58pm]gangsta:/usr/people/xian/ 2>> > > > this looks kinda hard to digest... Your Ticket-Team - Admin OTRS Anyone have ideas?

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RE: [otrs] Opening closed tickets
by Lee A. Connell 08 Feb '06

08 Feb '06

Got it thanks! Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Getchell, Adam Sent: Wednesday, February 08, 2006 3:42 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Opening closed tickets > Where do you compose an answer on a ticket? I went and > searched for the ticket by customer id. I opened the ticket > and I don't see where I can do this? Assuming you're running 2.0.4 (which is what I'm running), Compose Answer (email) appears on the right bar beneath State, Priority, Queue, CustomerID, and Escalation in: > Lee Connell > Network Engineer Adam _______________________________________________ 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/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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RE: [otrs] Opening closed tickets
by Getchell, Adam 08 Feb '06

08 Feb '06

> Where do you compose an answer on a ticket? I went and > searched for the ticket by customer id. I opened the ticket > and I don't see where I can do this? Assuming you're running 2.0.4 (which is what I'm running), Compose Answer (email) appears on the right bar beneath State, Priority, Queue, CustomerID, and Escalation in: > Lee Connell > Network Engineer Adam

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RE: [otrs] Locked Tickets
by Lee A. Connell 08 Feb '06

08 Feb '06

Thank you for your response. Does the tech go into the RAW queue and pull the next one down and then assign it to himself and lock it for work? I was planning on having the frontdesk who answers the phone to assign it to a specific tech’s queue, we only have 3. This happens however the tickets are automatically locked in the techs “Locked Tickets”. I have to unlock it to appear in my queue. Maybe I am doing this backwards? Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Davis, Gary H Sent: Wednesday, February 08, 2006 3:28 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Locked Tickets we use the raw queue as a holding place for all request until they can be assigned to a tech for resolution. When it is assigned and they start work on it.. they lock it to show it is being worked on. We have over 30 tech's working the queues - so it helps the flow. gd _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lee A. Connell Sent: Wednesday, February 08, 2006 3:03 PM To: User questions and discussions about OTRS.org Subject: [otrs] Locked Tickets I create a new ticket and assign to queue RAW, owner LEE as the HELPDESK user. I then login as LEE and I have to unlock the ticket assigned to LEE from the “LOCKED TICKETS” link so that it shows up in “MY QUEUES”. What is the point for locked tickets when assigning a new ticket to a queue? Is there a way to automatically show up in “MY QUEUES”? I did go into LEE’s preferences and assigned him the proper queue. Thanks, Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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RE: [otrs] Locked Tickets
by Davis, Gary H 08 Feb '06

08 Feb '06

I have set all the techs up to have the capability to pull from raw at any time.. but generally one person will assign to a tech based on the skills needed. We wanted all tech's to have this ability incase the scheduler was not available. gd ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lee A. Connell Sent: Wednesday, February 08, 2006 3:41 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Locked Tickets Thank you for your response. Does the tech go into the RAW queue and pull the next one down and then assign it to himself and lock it for work? I was planning on having the frontdesk who answers the phone to assign it to a specific tech's queue, we only have 3. This happens however the tickets are automatically locked in the techs "Locked Tickets". I have to unlock it to appear in my queue. Maybe I am doing this backwards? Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Davis, Gary H Sent: Wednesday, February 08, 2006 3:28 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Locked Tickets we use the raw queue as a holding place for all request until they can be assigned to a tech for resolution. When it is assigned and they start work on it.. they lock it to show it is being worked on. We have over 30 tech's working the queues - so it helps the flow. gd ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lee A. Connell Sent: Wednesday, February 08, 2006 3:03 PM To: User questions and discussions about OTRS.org Subject: [otrs] Locked Tickets I create a new ticket and assign to queue RAW, owner LEE as the HELPDESK user. I then login as LEE and I have to unlock the ticket assigned to LEE from the "LOCKED TICKETS" link so that it shows up in "MY QUEUES". What is the point for locked tickets when assigning a new ticket to a queue? Is there a way to automatically show up in "MY QUEUES"? I did go into LEE's preferences and assigned him the proper queue. Thanks, Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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Queues
by Lee A. Connell 08 Feb '06

08 Feb '06

I am logged in as LEE and I don’t want to or care about anyone else’s queues however I see ALL the queues. Queues: My Queues (0) – Micah (1) – Renee(1) – Lee(1) I have selected Lee as my queue under preferences. I’m confused as to why My Queues (0) instead of the 1 that should belong to me. How come I see all the other queues also? Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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RE: [otrs] Locked Tickets
by Davis, Gary H 08 Feb '06

08 Feb '06

we use the raw queue as a holding place for all request until they can be assigned to a tech for resolution. When it is assigned and they start work on it.. they lock it to show it is being worked on. We have over 30 tech's working the queues - so it helps the flow. gd ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lee A. Connell Sent: Wednesday, February 08, 2006 3:03 PM To: User questions and discussions about OTRS.org Subject: [otrs] Locked Tickets I create a new ticket and assign to queue RAW, owner LEE as the HELPDESK user. I then login as LEE and I have to unlock the ticket assigned to LEE from the "LOCKED TICKETS" link so that it shows up in "MY QUEUES". What is the point for locked tickets when assigning a new ticket to a queue? Is there a way to automatically show up in "MY QUEUES"? I did go into LEE's preferences and assigned him the proper queue. Thanks, Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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RE: [otrs] Opening closed tickets
by Getchell, Adam 08 Feb '06

08 Feb '06

> Where is "re-open"? I have searched and found the closed > ticket. The state says closed, how do I state it as open? Yes, I did not find this explicitly either. However, if you Compose an answer to the customer (e.g., we're reopening the ticket) you can specify the next state of the ticket to be open. Hope that helps! > Lee Connell > Network Engineer *************** * Adam Getchell, M.S. * Director of Information Technology * College of Agricultural & Environmental Sciences Deans' Office * acgetchell(a)ucdavis.edu (530)752-8008 *************** "Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu

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Locked Tickets
by Lee A. Connell 08 Feb '06

08 Feb '06

I create a new ticket and assign to queue RAW, owner LEE as the HELPDESK user. I then login as LEE and I have to unlock the ticket assigned to LEE from the “LOCKED TICKETS” link so that it shows up in “MY QUEUES”. What is the point for locked tickets when assigning a new ticket to a queue? Is there a way to automatically show up in “MY QUEUES”? I did go into LEE’s preferences and assigned him the proper queue. Thanks, Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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RE: [otrs] My Queues
by Lee A. Connell 08 Feb '06

08 Feb '06

I do have the techs selected for the queue in their preferences. When I go into All tickets and unlock it, it then shows up in the queue. Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Graeme Brough Sent: Wednesday, February 08, 2006 12:03 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] My Queues The content of 'My Queues', in the AgentQueueView, is the content of the queues that are highlighted in an individual's preferences under 'My Queues'. If you want technicians to have the content of the 'Raw' queue show in their 'My Queues', 'Raw' must be highlighted in those individuals' preferences. HTH, Graeme Lee A. Connell wrote: > I create a ticket with my helpdesk account and I assign it to raw queue > and owner to the technicians in house. The technicians are selected for > the raw queue in their preferences however when a tech logs in with > their account they have 0 tickets in the "My Queues" however they can > click on "All Tickets" to find the ticket. They also do receive an > email of the new ticket. What do I need to do for these tickets to go > into the techs "My Queues"? > > > > Thanks! > > > > *Lee Connell* > > Network Engineer > > > > 15 Main St. Suite 10 > > Littleton, NH 03561 > > 603-444-3937 > > > > > -- > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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/ -- ============================================================== 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/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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RE: [otrs] Opening closed tickets
by Lee A. Connell 08 Feb '06

08 Feb '06

Where is "re-open"? I have searched and found the closed ticket. The state says closed, how do I state it as open? Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Graeme Brough Sent: Wednesday, February 08, 2006 11:57 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Opening closed tickets Simply search, find, reopen. HTH, Graeme Lee A. Connell wrote: > What's the procedure once you've closed a ticket, to go in and re-open > the ticket back to it's originating queue? > > > > *Lee Connell* > > Network Engineer > > > > 15 Main St. Suite 10 > > Littleton, NH 03561 > > 603-444-3937 > > > > > -- > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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/ -- ============================================================== 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/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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My Queues
by Lee A. Connell 08 Feb '06

08 Feb '06

I create a ticket with my helpdesk account and I assign it to raw queue and owner to the technicians in house. The technicians are selected for the raw queue in their preferences however when a tech logs in with their account they have 0 tickets in the “My Queues” however they can click on “All Tickets” to find the ticket. They also do receive an email of the new ticket. What do I need to do for these tickets to go into the techs “My Queues”? Thanks! Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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Opening closed tickets
by Lee A. Connell 08 Feb '06

08 Feb '06

What’s the procedure once you’ve closed a ticket, to go in and re-open the ticket back to it’s originating queue? Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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QueueView sorting
by Olivier Dzwoniarkiewicz 08 Feb '06

08 Feb '06

Hello, I've installed OTRS 2.0.4 and it works fine. But I don't know how to make one thing. I just want another type of sorting in the QueueView. I want that when an agent send a note or when the customer send a response, the ticket goes up in the QueueView. I've seen that in the database, the ticket table has a field named "change_time", this field is updated when an agent send a note, but not when a customer send a webrequest. Why ? With this field updated, it will be very easy to sort tickets with the last action. -- Olivier Dzwoniarkiewicz

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New ticket configuration
by Alina Florea 08 Feb '06

08 Feb '06

Hi again, Thank for your replay, Richard. All works fine now. I have another question: When I make a new email ticket I don't see the option where I can choose an answer from my models. What configuration change must I do (if its possible) in order to have this option. I can choose from my models when I replay to a ticket, but not when creating a new ticket. Thanks for your help. Alina.

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RE: [otrs] Mapping queue names to users
by Lee A. Connell 08 Feb '06

08 Feb '06

I figured it out, I thought since the queue names were in the "my queue" preferences that I was selected for those queues, literally had to select and update those settings. Works now. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lee A. Connell Sent: Wednesday, February 08, 2006 10:05 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Mapping queue names to users Richard, I am part of the default queues, raw, junk etc... in my preferences, however when I select the raw queue when creating a new ticket it does not fill in the drop-down for To:, I have to click All to get a list of users. Thanks! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Hinkamp - BeSite Sent: Wednesday, February 08, 2006 8:39 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Mapping queue names to users The dropdown has users who have the current queue selected in the "My Queues" part in preferences, iirc. Regards, Richard Lee A. Connell wrote: > When I enter a new ticket and I select the queue it is going to, how do > I map that queue to specific user names? I want to be able to select a > queue and then the owner drop-down list populates with the users I > mapped. I did this before however I can't figure out how I managed to > do that. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 _______________________________________________ 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/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

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RE: [otrs] Mapping queue names to users
by Lee A. Connell 08 Feb '06

08 Feb '06

Richard, I am part of the default queues, raw, junk etc... in my preferences, however when I select the raw queue when creating a new ticket it does not fill in the drop-down for To:, I have to click All to get a list of users. Thanks! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Hinkamp - BeSite Sent: Wednesday, February 08, 2006 8:39 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Mapping queue names to users The dropdown has users who have the current queue selected in the "My Queues" part in preferences, iirc. Regards, Richard Lee A. Connell wrote: > When I enter a new ticket and I select the queue it is going to, how do > I map that queue to specific user names? I want to be able to select a > queue and then the owner drop-down list populates with the users I > mapped. I did this before however I can't figure out how I managed to > do that. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ -- No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

1 0

Search for ticket in both subject and body?
by Carl Boberg 08 Feb '06

08 Feb '06

Hi, I was wondering if it is possible to have otrs serach for the ticket number in both the subjec AND the body. My users are not always that handy when it comes to email, so it would be nice if otrs could search the whole incomming email for the ticket number. I get a lot of new tickets that I then have to merge with existing ticket and so on.... Cheers -------------------------------- Carl Boberg System & Network Administrator Swedish Museum of Naturalhistory Frescativägen 40 104 05 Stockholm Sweden Tel nr: 08-5195 5116 Mobile: 0701-82 4055 E-mail: carl.boberg(a)nrm.se --------------------------------

2 1

Mapping queue names to users
by Lee A. Connell 08 Feb '06

08 Feb '06

When I enter a new ticket and I select the queue it is going to, how do I map that queue to specific user names? I want to be able to select a queue and then the owner drop-down list populates with the users I mapped. I did this before however I can’t figure out how I managed to do that. Thanks for help! Lee Connell Network Engineer 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.375 / Virus Database: 267.15.2/253 - Release Date: 2/7/2006

2 1

Can't receive mail in OTRS
by Alina Florea 08 Feb '06

08 Feb '06

Hi, I have a problem with receiving mail in OTRS. When I execute bin/PostMasterPOP3.pl I have the error: Can't connect to 127.0.0.1 Traceback (4740) Module: main::Fetchmail Line:154 Module: ./PostMasterPOP3.pl Can anyone help me to fix this problem? Thanks. Alina.

2 2

Initial screen, edit subject
by Tyler 08 Feb '06

08 Feb '06

Hello everyone, Install OTRS, love it, it's great. Thanks for the efforts! Question - How can I control which view my agents see after login. I've found and enabled the 'statusview' module and would prefer my agents get that as their default screen after login. Secondly, I understand about the integrity of ticket systems and why you can't delete or edit certain things, but is there a way to edit the subject of a ticket? From time to time we get the user who emails a support request with the subject of "HELP!!!!!!!" (or something along those lines.) Not very descriptive and we would like to be able to just update the ticket subject. Lastly, is there any way to get access to the queue's auto responses when you're in the phone-ticket or email-ticket area? We'd like to be able to initiate tickets with a standard email. We can do this via the FAQ system now but it just seems like it should be the other way. Thanks again! Tyler

2 1

Birthday please
by Henry Chan 08 Feb '06

08 Feb '06

Hi Click on the link below and please enter your birthday for me. It will take less than 1 minute. I am creating a birthday list of all my friends and family. http://www.birthdayalarm.com/bd2/64346220a464956175b932209707c549656825d904 Many thanks Henry

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RE: [otrs] httpd won't start afterOTRS install
by Mike Pietersen 07 Feb '06

07 Feb '06

I'm getting the same problem. After changing the authentication type in my OTRS installation, httpd fails on start up. The error message I'm getting is; [Tue Feb 07 13:11:08 2006] [error] syntax error at /opt/otrs//Kernel/Config.pm line 122, near "$Self"\nCompilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 28.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 28.\nCompilation failed in require at (eval 2) line 1.\n [Tue Feb 07 13:11:08 2006] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server webdev2.allstatefastener.loca:0, exiting... Line 122 in my config.pm is: $Self->{'SecureMode'} = 1; Line 28 in my startup.pl is: use Kernel::Config; Can anyone help me out with this one? I just got done installing all the require perl modules, but it still fails. Hmmm... Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Remo.Catelotti(a)bull.it Sent: Monday, February 06, 2006 5:11 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] httpd won't start afterOTRS install can you list the error message in /etc/httpd/logs/error_log related the last run of apache ? also list the otrs.conf you are using under /etc/httpd/conf.d by remo _______________________________________________ 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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NEWBIE HELP regarding escalation notification
by Mahendran Rajendran 07 Feb '06

07 Feb '06

Hi, Can you please tell me how to add escalation notification to the users in otrs. Actually escalated notifications are sent to agents who locked the call but I want it to be sent to some other id. Can you please tell me where to change this. Regards, Mahendran.R System Engineer -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of JC Boursiquot Sent: Tuesday, February 07, 2006 5:44 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Customer page modifications *** NEWBIE HELP *** Thank you for the prompt response and the help. JC > CustomerHeader.dtl - Ticket header - Modify this to update titles, links, > and logos > CustomerFooter.dtl - Ticker footer - Modify this for whatever you want in > the footer > CustomerLogin.dtl - Login page - Same for the login page (we removed the > ability for customer to self-signup) > customer-css.dtl - Modify the base classes - here's where we changed > the > colors in the layout. > > We're only just piloting this right now, so no link from our homepage to > the > ticket box, but you can see how the changes look: > > http://ticket.cohncorp.com/otrs/customer.pl > > Best, > > Jon Czerwinski > Vice-President > Cohn Consulting Corporation > We take care of your computers so you can take care of your business! > > 2627 Sandy Plains Rd > Suite 204 > Marietta, GA 30066 > > jonc(a)cohnconsultingcorp.com > www.cohnconsultingcorp.com > > tel: 404-723-7923 > fax: 770-321-4497 > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of JC > Boursiquot > Sent: Monday, February 06, 2006 2:24 PM > To: otrs(a)otrs.org > Subject: [otrs] Customer page modifications *** NEWBIE HELP *** > > Where is the file to modify the look and feel for the customer logon page? > > > > > _______________________________________________ > 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/ > JC Boursiquot, CIO B-MAS, LLC. Voice (904)652-2052 x2000 Fax (904)339-9141 *** E-MAIL CONFIDENTIALITY *** This e-mail may contain confidential and proprietary material for the sole use of the intended recipient. Any review or distribution by others is strictly prohibited. If you are not the intended recipient please contact helpdesk(a)b-mas.com and delete all copies. B-MAS, Inc. does not accept legal responsibility for the contents of this message, as the Internet is not secure and this message is subject to possible data corruption either accidentally or on purpose. This message has been virus scanned. Recipients are recommended to apply their own virus checks to this message on delivery, as B-MAS, Inc. will not accept responsibility for loss or damage arising from the use of this email or its attachments. _______________________________________________ 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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OTRS Reporting modules
by BALAN, Daniel 07 Feb '06

07 Feb '06

Hello otrs, Does any one implemented any advanced reporting system in order to monitor: - operators activity: number of worked tickets; accounted time; login time; escalated tickets; etc ... - SLA; - first call resolution; - any other useful CS indicators; I think this should be next big move for OTRS, to improve the reporting system. Thanks for your attention, Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

3 5

Customer page modifications *** NEWBIE HELP ***
by JC Boursiquot 07 Feb '06

07 Feb '06

Where is the file to modify the look and feel for the customer logon page?

2 2

getting started for otrs
by Mike Lykov 07 Feb '06

07 Feb '06

Hi all. where i can see the manual like "getting started" for OTRS, with description for typical steps for configure some things and expamples of configuration? in pdf manual from default installation i can't find it.... there described only few words about each element of interface (in "admin area" part, for example), and so on. but I can't find description about user-group-queue-role relations (what are I interested first) .... -- Mike Lykov ISP Samtelecom, Administrator

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Creating User as Customer
by Prafulla Kumar H.S. 07 Feb '06

07 Feb '06

Hi, I want to create users as customers also as some of these users may require services which other customers may be looking. I have noticed that, the users are not visible as customers and the call coordinator is not allowed to raise tickers on behalf of these users. I would like to know whether some one has come across this situation and solved this problem. Thanks, Prafulla

1 0

Ticket number generator reset
by Duarte Cordeiro 06 Feb '06

06 Feb '06

5 4

no mail exchanger found error
by Braun Brelin 06 Feb '06

06 Feb '06

Hello, I'm running OTRS 2.0 on a SuSE Linux system. When I go in to the new ticket web page and search on a customer, I get the following error: customer(a)company.com (no mail exchanger (mx) found!) I googled this and couldn't find anything useful. Is this a bug? How do I go about diagnosing and fixing this? Thanks, Braun Brelin

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Re: [otrs] httpd won't start afterOTRS install
by Remo.Catelotti＠bull.it 06 Feb '06

06 Feb '06

can you list the error message in /etc/httpd/logs/error_log related the last run of apache ? also list the otrs.conf you are using under /etc/httpd/conf.d by remo

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Need Help urgently: Got no ArticleID! at ...
by ml＠charliesangels.biz 06 Feb '06

06 Feb '06

Hi everyone, I have a queue with 4 Mails - but can not display any of them due to Software error: Got no ArticleID! at /opt/otrs//Kernel/Output/HTML/ArticleCheckPGP.pm line 32. I am using OTRS 1.3.2 Any ideas on what to do to solve this problem - and what caused it in the first place ? I have moved the articles into a different queue as workaround, here´s the Traceback ERROR: OTRS-GenericAgent-41 Perl: 5.8.3 OS: linux Time: Mon Feb 6 11:05:35 2006 Message: Need ID or Name! Traceback (27054): Module: Kernel::System::Queue::QueueGet (v1.45) Line: 711 Module: Kernel::System::Ticket::SendCustomerNotification (v1.19.2.1) Line: 1810 Module: Kernel::System::Ticket::MoveTicket (v1.19.2.1) Line: 755 Module: Kernel::System::GenericAgent::JobRunTicket (v1.7 ) Line: 343 Module: Kernel::System::GenericAgent::JobRun (v1.7 ) Line: 299 Module: /opt/otrs/bin/GenericAgent.pl (v1.33) Line: 204 Thanks and regards Sascha

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error
by Danie Theron 06 Feb '06

06 Feb '06

Hi All , I've been receiving some of these messages since Saturday , not sure what it means. Any help would be appreciated. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Sat Feb 4 14:25:15 2006 Message: , SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (69151, ?, current_timestamp, 1, current_timestamp, 1)' Traceback (3851): Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWritePlain (v1.31) Line: 203 Module: Kernel::System::PostMaster::FollowUp::Run (v1.40) Line: 191 Module: Kernel::System::PostMaster::Run (v1.52) Line: 212 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 440. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Sat Feb 4 14:25:15 2006 Message: MySQL server has gone away, SQL: 'SELECT content_path FROM article WHERE id = 69151' Traceback (3851): Module: Kernel::System::Ticket::Article::ArticleGetContentPath (v1.94) Line: 534 Module: Kernel::System::Ticket::ArticleStorageDB::ArticleAttachmentIndex (v1.31) Line: 345 Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWriteAttachment (v1.31) Line: 225 Module: Kernel::System::PostMaster::FollowUp::Run (v1.40) Line: 198 Module: Kernel::System::PostMaster::Run (v1.52) Line: 212 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477. DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 440. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Sat Feb 4 14:25:15 2006 Message: MySQL server has gone away, SQL: 'SELECT filename, content_type, content_size FROM article_attachment WHERE article_id = 69151 ORDER BY id' Traceback (3851): Module: Kernel::System::Ticket::ArticleStorageDB::ArticleAttachmentIndex (v1.31) Line: 357 Module: Kernel::System::Ticket::ArticleStorageDB::ArticleWriteAttachment (v1.31) Line: 225 Module: Kernel::System::PostMaster::FollowUp::Run (v1.40) Line: 198 Module: Kernel::System::PostMaster::Run (v1.52) Line: 212 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477. DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 376. ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Sat Feb 4 14:25:15 2006 Regards , Danie Theron

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RE: [otrs] httpd won't start afterOTRS install
by Gordon O'Brien 05 Feb '06

05 Feb '06

Thanks Nils - that sorted it. I trawled through three months of the archives first but didn't find anything. Your time is appreciated. Gordon -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: 05 February 2006 14:26 To: User questions and discussions about OTRS.org Subject: Re: [otrs] httpd won't start afterOTRS install Gordon O'Brien wrote: > I have just attempted to install OTRS on a clean Fedora Core 4 > machine running apache 2 and mysql. I am quite new to Linux so > please bear with me! > > The install seemed to go fine. I checked that all of the perl > modules were installed ok with otrs.checkModules and the install > didn't report any problems. > > > > When I try to restart httpd I just keep getting error starting > httpd [FAILED]. Httpd was running ok prior to the install. It seems > to be halting when Apache loads the otrs.conf file. If I comment > this out of the httpd.conf it starts ok (without otrs running). > > > > Any suggestions? Did you install the RPM for Fedora Core 1-3? Because that one doesn't work directly on FC4. Change "Apache::Reload" to "Apache2::Reload" in otrs.conf (two occurences I believe). If you would have searched the mailinglist archives you would have found this. 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/ --- Inbound email: This email has been scanned for all viruses by MessageLabs (MSQ)

2 1

httpd won't start afterOTRS install
by Gordon O'Brien 05 Feb '06

05 Feb '06

I have just attempted to install OTRS on a clean Fedora Core 4 machine running apache 2 and mysql. I am quite new to Linux so please bear with me! The install seemed to go fine. I checked that all of the perl modules were installed ok with otrs.checkModules and the install didn't report any problems. When I try to restart httpd I just keep getting error starting httpd [FAILED]. Httpd was running ok prior to the install. It seems to be halting when Apache loads the otrs.conf file. If I comment this out of the httpd.conf it starts ok (without otrs running). Any suggestions? Thanks Gordon O'Brien

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RE: [otrs] httpd won't start afterOTRS install
by Gordon O'Brien 05 Feb '06

05 Feb '06

Here is the error_log for httpd... [Sun Feb 05 13:26:34 2006] [error] Can't locate Apache/Reload.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 87) line 3.\n [Sun Feb 05 13:26:34 2006] [error] Can't load Perl module Apache::Reload for server helpdesk.mediasquare.net:80, exiting... [Sun Feb 05 13:32:17 2006] [error] Can't locate Apache/Reload.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 87) line 3.\n [Sun Feb 05 13:32:17 2006] [error] Can't load Perl module Apache::Reload for server helpdesk.localdomain:80, exiting... -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of siberian Sent: 05 February 2006 13:47 To: User questions and discussions about OTRS.org Subject: Re: [otrs] httpd won't start afterOTRS install What error is in your error_log for http? Up your log level to debug if required. John- ----- Original Message ----- From: "Gordon O'Brien" <gordon.obrien(a)mediasquare.co.uk> To: <otrs(a)otrs.org> Subject: [otrs] httpd won't start afterOTRS install Date: Sun, 5 Feb 2006 13:51:20 -0000 > I have just attempted to install OTRS on a clean Fedora > Core 4 machine running apache 2 and mysql. I am quite new > to Linux so please bear with me! > > The install seemed to go fine. I checked that all of the > perl modules were installed ok with otrs.checkModules and > the install didn't report any problems. > > > > When I try to restart httpd I just keep getting error > starting httpd [FAILED]. Httpd was running ok prior to the > install. It seems to be halting when Apache loads the > otrs.conf file. If I comment this out of the httpd.conf it > starts ok (without otrs running). > > > > Any suggestions? > > > > Thanks > > Gordon O'Brien > > > > > > _______________________________________________ > 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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Re: [otrs] httpd won't start afterOTRS install
by siberian 05 Feb '06

05 Feb '06

What error is in your error_log for http? Up your log level to debug if required. John- ----- Original Message ----- From: "Gordon O'Brien" <gordon.obrien(a)mediasquare.co.uk> To: <otrs(a)otrs.org> Subject: [otrs] httpd won't start afterOTRS install Date: Sun, 5 Feb 2006 13:51:20 -0000 > I have just attempted to install OTRS on a clean Fedora > Core 4 machine running apache 2 and mysql. I am quite new > to Linux so please bear with me! > > The install seemed to go fine. I checked that all of the > perl modules were installed ok with otrs.checkModules and > the install didn't report any problems. > > > > When I try to restart httpd I just keep getting error > starting httpd [FAILED]. Httpd was running ok prior to the > install. It seems to be halting when Apache loads the > otrs.conf file. If I comment this out of the httpd.conf it > starts ok (without otrs running). > > > > Any suggestions? > > > > Thanks > > Gordon O'Brien > > > > > > _______________________________________________ > 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: AW: [otrs] Receiving emails via POP3 accounts
by Getchell, Adam 04 Feb '06

04 Feb '06

> exchange server. If you get a prompt, the POP3 service is > running. If the connection times out, you will need to enable > POP3 and start it. This is exactly what we do. > > I haven't installed OTRS on windows so I don't know if it > creates any default scheduled jobs or not. But if there is no No need, by default Postmaster POP checks Exchange every 10 minutes. > Thomas Adam

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RE: [otrs] Empty Answer Link for email is not visible
by David Hathiramani 03 Feb '06

03 Feb '06

Check the queue settings, you have to assign Responses to queues. They may be defined for some queues and not others. In our company we find it useful to take away this feature for the raw queues, so people can only respond when the ticket has been assigned to a correct queue. Cheers David -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of ibrahim ALIZ Sent: 03 February 2006 13:05 To: otrs(a)otrs.org Subject: [otrs] Empty Answer Link for email is not visible Hi All, In agent frontend, queue-view & ticket zoom, the Empty Answer link under title "Compose Answer (email)" is not shown for some agents thus restricting the ways to send an answer to the customer, while the other one, Phone call link under title "Contact customer (phone)" is still visible and usable. I did not understand why it works like this and could not find a sensible solution for the problem. Can someone help me? Thanks for your time & consideration, ibrahim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.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/ 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

2 1

list of queues for customer by default
by Mike Lykov 03 Feb '06

03 Feb '06

I install OTRS 2.0.4 and create some users in it. for example, I create user "customer" and queue "internal", and want to this thing: when customer user log in and create new ticket, he cannot choose queue name in "for" filed (first drop-down list), instead it post his tickets in "internal" queue always. How can i do it? I try to include customer user & queue in one group (users), but no effect. what section of manual I must read ? %) -- Mike Lykov ISP Samtelecom, Administrator

2 3

Empty Answer Link for email is not visible
by ibrahim ALIZ 03 Feb '06

03 Feb '06

Hi All, In agent frontend, queue-view & ticket zoom, the Empty Answer link under title "Compose Answer (email)" is not shown for some agents thus restricting the ways to send an answer to the customer, while the other one, Phone call link under title "Contact customer (phone)" is still visible and usable. I did not understand why it works like this and could not find a sensible solution for the problem. Can someone help me? Thanks for your time & consideration, ibrahim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

AW: [otrs] Merge and Bulk Action!
by shawn.beasley＠dlh.de 03 Feb '06

03 Feb '06

Hey Alex, Thanks for the info, it works great. Are you a perl programmer? Anyway, you said that this may need more checks. Did you get around to including them, or have you determined that this was not necessary? Thank you, Shawn Beasley Support - IT Cargo Future Communications GmbH Building 1335 55483 Airport Hahn Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.com -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Koch Gesendet: Freitag, 3. Februar 2006 11:53 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Merge and Bulk Action! Hello Shawn, On Fri, Feb 03, 2006 at 11:27:46AM +0100, shawn.beasley(a)dlh.de wrote: > When I want to merge one ticket to another, then I have the opportunity > to link this ticket direct to the desired new ticket. If I perform a > bulk action this is no longer possible. Sometimes it is necessary for > me to merge many tickets at once. Has anyone an idea how I can make > this work? have a look through the archives (dev list). I did made a patch for this. Alex -- Alexander Koch, mailto: ak(a)ilk.net ILK Internet GmbH, Akademiestrasse 25 - 27, D-76133 Karlsruhe Tel: +49 (0) 721 9100 0, Fax: +49 (0) 721 9100 191 http://www.ilk.net _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

2 1

unique mailadress
by Koning, Rene 03 Feb '06

03 Feb '06

Hi, When creating a new customer the mailadress has to be unique - is it possible to change it so I can use the same mailadress several times?? Greetz, René ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange.

3 2

Merge and Bulk Action!
by shawn.beasley＠dlh.de 03 Feb '06

03 Feb '06

@All, When I want to merge one ticket to another, then I have the opportunity to link this ticket direct to the desired new ticket. If I perform a bulk action this is no longer possible. Sometimes it is necessary for me to merge many tickets at once. Has anyone an idea how I can make this work? Vielen Dank, Shawn Beasley Support - IT 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: <mailto:shawn.beasley@dlh.de> shawn.beasley(a)dlh.de Web: <http://www.cfc-callcenter.de/> http://www.cfc-callcenter.de

2 1

auto merge?
by Alex Mihicinac 03 Feb '06

03 Feb '06

Hi all, I'm wondering if it's possible to perform auto-merge based on FreeKeys values? I have external scripts, which can do that, but it would be more consistant, if that could be porformed internaly. Best regards, Alex

1 0

OTRS/Mysql question
by Alina Florea 03 Feb '06

03 Feb '06

Hello, I have an mysql error message when trying to import the dump file obtained from a backuped database into a new database. I use the command: mysql -u root otrs < mysql.sql I have the error message: error 1050: Table 'article' already exists. I have tried to make a new database and to drop down the dump file but I have the same error. Do you have any idea? Any help would be appreciated. Kind regards, Alina.

3 2

Custom Customer Fields
by D H 02 Feb '06

02 Feb '06

I am trying to add some custom fields to store about our customers. I added the "phone" field as per the example, and that works fine. However, I also want this to show up when I either Zoom to a ticket in the customer info table, and also in the Customer Data when I click the customer ID link in the zoomed view. I can't find where to get this to show up... Thanks in advance, penguinpower80 _________________________________________________________________ On the road to retirement? Check out MSN Life Events for advice on how to get there! http://lifeevents.msn.com/category.aspx?cid=Retirement

1 1

FreeTextField->length
by ibrahim ALIZ 02 Feb '06

02 Feb '06

Hi all, Is there a way that I can moidfy the length defined, for the free fields in the front end. In other words When I have just the key for a free field and no free text defined, the system shows a text field with some predefined length. How can I modify this length? Thanks for your time, Best Regards, ibrahim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

2 1

How can i Remove Logout Button
by Accumedsript 02 Feb '06

02 Feb '06

Hello, I am a newbie to the OTRS. Could somebody please tell me how can i remove 'LogOut' button on Customer Panel. I tried modifying the customernavigationbar.dtl without success. Could you please provide me with a solution. P.S. : I want to remvoe only 'Logout' button not all in the Navigation Bar. Thanks in advance. -RT

2 1

Agent AddressBook
by Danie Theron 02 Feb '06

02 Feb '06

Hi , When creating a new ticket , there is an AddressBook link which pops up another window for searching for email addresses etc. Where does OTRS store these addresses? I need to add a few non OTRS emails to this Address Book , for when agents need to correspond to people other than on OTRS. I searched the mailing list but could find any reference. 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. ------------------------------------------------------------------------ ---

2 1

Re: [otrs] altering a table
by siberian 01 Feb '06

01 Feb '06

mysql client can connect over the network as well and he can just install that if required. I recommend Database Workbench though. I use it to manage multiple remote and local Firebird, Oracle and MySQL systems and its really the cats meow letting you do everything you need to from a nice interface including table creation/changing/maintenance, sample data population on a large scale and data migration between like and different data systems. John- ----- Original Message ----- From: Thomas Wills <thomaswills(a)gmail.com> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: Re: [otrs] altering a table Date: Wed, 1 Feb 2006 13:46:04 +0000 > On 01/02/06, Nils Breunese (Lemonbit Internet) > > <nils(a)lemonbit.nl> wrote: Thomas Wills: > > > > > On 01/02/06, Koning, Rene > > <rene.koning(a)boekelodecor.com> wrote: > > > >> The syntax is 'ALTER TABLE customer_user ADD afdeling > > VARCHAR >> (200); ' - > > >> the problem is which tool or program do I use to add > > the column >> and where or > > >> how do I start it?? > > > > > > You need a MySQL client such as > > > http://www.mysqlfront.de/ or a web-based client such > > > as http://www.phpmyadmin.net/ which the previous > poster mentioned. > > > What is wrong with the standard mysql commandline > > interface? No need to install anything. > > Good point, I forgot he was running it on his own machine. > > mysql -u username -p > > (you will be prompted for the password) > _______________________________________________ > 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

altering a table
by Koning, Rene 01 Feb '06

01 Feb '06

Hello, I'm a complete newbie to OTRS, so I have a questions. I'm running OTRS on windows XP and did customize the webinterface (add a field), I did map the field also to the config.pm file and now I have to alter the table customer_user (add a new column) The syntax is 'ALTER TABLE customer_user ADD afdeling VARCHAR (200); ' - the problem is which tool or program do I use to add the column and where or how do I start it?? Thanks for the help!! Greetings, Rene ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange.

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Re: [otrs] R: re: Customer user backend on MSSQL
by Simone Girlanda 01 Feb '06

01 Feb '06

> Message: 2 > Date: Tue, 31 Jan 2006 07:18:05 +0100 > From: Alexander Scholler <alexander.scholler(a)augsburg.de> > Subject: Re: [otrs] R: re: Customer user backend on MSSQL > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <43DF011D.2010000(a)augsburg.de> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hi Simone, > >> ODBC connection to microsoft SQL Server works, but I got some problem >> with >> OTRS: >> >> 1. OTRS look for a table named VALID in my user database (I create a >> table >> cloning the one present in the OTRS database) > > I think OTRS doesn't look for a -table- called VALID but for a -column- > called VALID. > This boolean field indicates whether the customer read from the table is > valid. > I checked SQL istructions with SQL Profiler to track all operation and OTRS is looking for a table called VALID I have to create it in my SAP database. >> 2. OTRS use a SQL syntax that is not compatible with SQL Server >> (directive >> LIMIT), I changed OTRS source to avoid the use of this directive > > I don't know whether LIMIT is a sql-standard-syntax or MySQL-specific. > But you can use the corresponding MS-SQL-statement especially because > your description sound like you have much customers. > ok >> 3. now I'm able to use my SAP BO user table, but I'm not able to give >> access to customer users to OTRS web site (customer.pl) > > You have to differ between infos about the customers and authentication > of the customers - see doc and mail archive for that. > Regard $Self->{'Customer::AuthModule'}. > E.g. you can use your ADS for authentication. > Ok, I solved also this topic >> 4. ODBC give many message (but it work): > > Solve 1 and 4, perhaps these messages then disappear. > You also can post the relevant parts of your OTRS-configuration. > >> >> Subroutine driver redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 34, >> <PRODU >> CT> line 4. >> Subroutine CLONE redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 54, >> <PRODUC >> T> line 4. >> Subroutine connect redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line >> 62, >> <PROD >> UCT> line 4. >> Subroutine prepare redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line >> 89, >> <PROD >> UCT> line 4. >> Subroutine column_info redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm >> line >> 107, >> <PRODUCT> line 4. >> Subroutine columns redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line >> 123, >> <PRO >> DUCT> line 4. >> Subroutine table_info redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line >> 140, < >> PRODUCT> line 4. >> Subroutine primary_key_info redefined at >> C:/OTRS/Perl/site/lib/DBD/ODBC.pm >> line >> 164, <PRODUCT> line 4. >> Subroutine foreign_key_info redefined at >> C:/OTRS/Perl/site/lib/DBD/ODBC.pm >> line >> 178, <PRODUCT> line 4. >> Subroutine ping redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 194,

2 2

[dev] question
by Evgeniy 01 Feb '06

01 Feb '06

Hello all, How I can change size of "comment" (up to 4 kb) data filed for clients ? -- ---______________________________________________--- С уважением, Евгений With deference, Evgeniy

3 4

SQL / backend reporting question
by Keith Turner 31 Jan '06

31 Jan '06

I'm trying to figure out how to write a simple data extractor for our business dept. I create an ASP page that reads the database, which in turn can then be read into an Excel Spreadsheet via a web query by our manager. This is easily accomplished with the MySQL ODBC connector. (I do it this way so I can update the ASP without having to redistribute new spreadsheets every time the data methodology changes) I have a SQL statement (see below) that almost does what I want. The goal is to calculate all the tickets with time assigned to them to see what the total time spent was, which will be read into a spreadsheet for further manipulation. What I'd like to do is add a field with the first 30 chars or so of the body of the first contact with the creator - usually this is enough of a description of the problem for our business manager to provide a quick and easy referral back without looking it up in OTRS, useful if there are many tickets to go through. We're using the subject to refer to the physical location of ticket site, as this is used for installations (i.e. Atlanta, Dallas, Toronto) so that's not available for this purpose. Because MySQL 4, which is what is bundled with OTRS and what we are using does not support sub queries - which I could use to do this, I was wondering if anyone else has run into this and if there is a SQL maven out there who may be able to suggest a solution, or at least a direction towards a solution. Regards, Keith THE SQL: SELECT tn AS 'Ticket Number', queue.name AS 'Queue', SUM(time_unit) AS 'Total Time (Hours)', title AS 'Subject', ticket.create_time AS 'Ticket Create Time', CONCAT(customer_user.first_name, ' ',customer_user.last_name) AS 'Customer Name', company AS 'Company', ticket.customer_id AS 'Customer Email', telephone AS 'Customer Phone', CONCAT(system_user.first_name, ' ',system_user.last_name) AS 'Agent Name' FROM time_accounting, ticket, system_user, customer_user, queue WHERE ticket.id = ticket_id AND system_user.id = ticket.change_by AND ticket.customer_id = customer_user.customer_id AND system_user.id = time_accounting.change_by AND queue.id = ticket.queue_id GROUP BY tn, title, ticket.create_time, queue.name, ticket.customer_id, company, telephone, customer_user.first_name, customer_user.last_name ______________________________________________________________________

1 0

RE: [otrs] Error when accesing SysConfig
by Danie Theron 31 Jan '06

31 Jan '06

Tried to install the missing modules through CPAN , but got a lot of errors etc (too much to paste) , I'm using debian , isn't there any debian perl module repositories I can just add to my sources.list to make this less painful? > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Patrik Forsberg > Sent: 31 January 2006 05:24 PM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] Error when accesing SysConfig > > <snip from INSTALL document> > > 1. Install CPAN Modules (if needed): > --------------------------------- > Note: use "bin/otrs.checkModules" to get an overview of all installed > and > required cpan modules. > > </snip> > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > > Behalf Of Danie Theron > > Sent: Tuesday, January 31, 2006 4:16 PM > > To: User questions and discussions about OTRS.org > > Subject: [otrs] Error when accesing SysConfig > > > > Hi all , > > > > Installed a new OTRS system on Debian Sarge , getting the following > > error when trying to access the SysConfig via the web interface. > > > > Can't locate object method "new" via package "XML::Parser::Lite" at > > ../..//Kernel/System/XML.pm line 781 > > > > How can I check which Perl modules I have currently installed > > , and what > > I need? > > > > > > > > Regards , > > > > Daniel > > > > -------------------------------------------------------------- > > ---------- > > ---- > > 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/ > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > =http://www.otrs.de/

1 0

RE: [otrs] Error when accesing SysConfig
by Patrik Forsberg 31 Jan '06

31 Jan '06

<snip from INSTALL document> 1. Install CPAN Modules (if needed): --------------------------------- Note: use "bin/otrs.checkModules" to get an overview of all installed and required cpan modules. </snip> > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Danie Theron > Sent: Tuesday, January 31, 2006 4:16 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] Error when accesing SysConfig > > Hi all , > > Installed a new OTRS system on Debian Sarge , getting the following > error when trying to access the SysConfig via the web interface. > > Can't locate object method "new" via package "XML::Parser::Lite" at > ../..//Kernel/System/XML.pm line 781 > > How can I check which Perl modules I have currently installed > , and what > I need? > > > > Regards , > > Daniel > > -------------------------------------------------------------- > ---------- > ---- > 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/ >

1 0

Error when accesing SysConfig
by Danie Theron 31 Jan '06

31 Jan '06

Hi all , Installed a new OTRS system on Debian Sarge , getting the following error when trying to access the SysConfig via the web interface. Can't locate object method "new" via package "XML::Parser::Lite" at ../..//Kernel/System/XML.pm line 781 How can I check which Perl modules I have currently installed , and what I need? Regards , Daniel ------------------------------------------------------------------------ ---- 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. ------------------------------------------------------------------------ ---

1 0

AW: [otrs] Date format dd/mm/yyyy
by Oliver Buckie 31 Jan '06

31 Jan '06

Hi Graeme Many thanks - edited the following lines in Kernel/Language/en.pm : $Self->{DateFormat} = '%D.%M.%Y %T'; $Self->{DateFormatShort} = '%D.%M.%Y'; $Self->{DateFormatLong} = '%A %D %B %T %Y'; $Self->{DateInputFormat} = '%D.%M.%Y'; $Self->{DateInputFormatLong} = '%D.%M.%Y - %T'; Works fine. Sorry, for my confusion about just mentioning dd mm - it was just this 'bit' I needed to change. Of course, the year is still v.important to us. Thanks again. -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Graeme Brough Gesendet: Dienstag, 31. Januar 2006 13:32 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Date format dd/mm/yyyy Hello, You can change the date by amending the format of the following in Kernel/Language/en.pm $Self->{DateFormat} $Self->{DateInputFormat} $Self->{DateInputFormatLong} Don't know if it will work without the year but this would be how to achieve it. I don't understand why you would want to remove the year however. You should bear in mind that no ticket is ever removed (via the GUIs) in OTRS, they are only set to 'closed' and not displayed in TicketView. After 12 months of use you will encounter issues as 'duplicate' dates are created. HTH Graeme Oliver Buckie wrote: > Dear All > > I can't find out how to change the date format for OTRS. When creating > new tickets (Phone or Email) the "Pending Date" field shows dropdowns > for mm / dd / yyyy - I would like dd / mm. Can this be changed > system-wide? > > Thanks for your help. > _______________________________________________ > 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/

1 0

Date format dd/mm/yyyy
by Oliver Buckie 31 Jan '06

31 Jan '06

Dear All I can't find out how to change the date format for OTRS. When creating new tickets (Phone or Email) the "Pending Date" field shows dropdowns for mm / dd / yyyy - I would like dd / mm. Can this be changed system-wide? Thanks for your help.

2 1

Multiple frontends to one database
by Are Hoel 31 Jan '06

31 Jan '06

Hi Currently I have an OTRS set up with one database on a separate server, and one frontend. The frontend server takes care of all cronjobs etc. This will be changed soon as the frontend server is far from powerful enough. The first step will actually be to put OTRS on one server with an array of disks for the database. The second step will probably be to have two-three frontend servers and the new server for the database and cronjobs. Most of the OTRS files will be distributed from this backend server to the frontends. Has anyone tried this? Are there any pitfalls I should think my way around? Best regards Are Hoel Systems Administrator Telio AS - www.telio.no

1 0

re: Customer user backend on MSSQL
by Simone Girlanda 31 Jan '06

31 Jan '06

ODBC connection to microsoft SQL Server works, but I got some problem with OTRS: 1. OTRS look for a table named VALID in my user database (I create a table cloning the one present in the OTRS database) 2. OTRS use a SQL syntax that is not compatible with SQL Server (directive LIMIT), I changed OTRS source to avoid the use of this directive 3. now I'm able to use my SAP BO user table, but I'm not able to give access to customer users to OTRS web site (customer.pl) 4. ODBC give many message (but it work): Subroutine driver redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 34, <PRODU CT> line 4. Subroutine CLONE redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 54, <PRODUC T> line 4. Subroutine connect redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 62, <PROD UCT> line 4. Subroutine prepare redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 89, <PROD UCT> line 4. Subroutine column_info redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 107, <PRODUCT> line 4. Subroutine columns redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 123, <PRO DUCT> line 4. Subroutine table_info redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 140, < PRODUCT> line 4. Subroutine primary_key_info redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 164, <PRODUCT> line 4. Subroutine foreign_key_info redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 178, <PRODUCT> line 4. Subroutine ping redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 194, <PRODUC T> line 4. Subroutine oldping redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 216, <PRO DUCT> line 4. Subroutine get_info redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 257, <PR ODUCT> line 4. Subroutine do redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 270, <PRODUCT> line 4. Subroutine ExecDirect redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 298, < PRODUCT> line 4. Subroutine GetInfo redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 309, <PRO DUCT> line 4. Subroutine GetStatistics redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 318 , <PRODUCT> line 4. Subroutine GetForeignKeys redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 33 0, <PRODUCT> line 4. Subroutine GetPrimaryKeys redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 34 2, <PRODUCT> line 4. Subroutine GetSpecialColumns redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 354, <PRODUCT> line 4. Subroutine GetTypeInfo redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 362, <PRODUCT> line 4. Subroutine type_info_all redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 371 , <PRODUCT> line 4. Subroutine ColAttributes redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 389 , <PRODUCT> line 4. Subroutine cancel redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 397, <PROD UCT> line 4. Subroutine DBD::ODBC::dr::disconnect_all redefined at C:/OTRS/Perl/site/lib/DBD/ ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::dr::discon_all_ redefined at C:/OTRS/Perl/site/lib/DBD/ODB C.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_login redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::selectall_arrayref redefined at C:/OTRS/Perl/site/lib/ DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::selectrow_array redefined at C:/OTRS/Perl/site/lib/DBD /ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::selectrow_arrayref redefined at C:/OTRS/Perl/site/lib/ DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::commit redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::rollback redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.p m line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::disconnect redefined at C:/OTRS/Perl/site/lib/DBD/ODBC .pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::STORE redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm l ine 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::FETCH redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm l ine 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::DESTROY redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::_prepare redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.p m line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::rows redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm li ne 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::bind_param redefined at C:/OTRS/Perl/site/lib/DBD/ODBC .pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::bind_param_inout redefined at C:/OTRS/Perl/site/lib/DB D/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::execute redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::fetchrow_arrayref redefined at C:/OTRS/Perl/site/lib/D BD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::fetch redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm l ine 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::fetchrow_array redefined at C:/OTRS/Perl/site/lib/DBD/ ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::fetchrow redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.p m line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::fetchall_arrayref redefined at C:/OTRS/Perl/site/lib/D BD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::finish redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::blob_read redefined at C:/OTRS/Perl/site/lib/DBD/ODBC. pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::STORE redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm l ine 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::FETCH redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm l ine 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::FETCH_attrib redefined at C:/OTRS/Perl/site/lib/DBD/OD BC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::DESTROY redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::_ColAttributes redefined at C:/OTRS/Perl/site/lib/DBD/ ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::_Cancel redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::_tables redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::_primary_keys redefined at C:/OTRS/Perl/site/lib/DBD/O DBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::st::DescribeCol redefined at C:/OTRS/Perl/site/lib/DBD/ODB C.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_ExecDirect redefined at C:/OTRS/Perl/site/lib/DBD/ODB C.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_columns redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.p m line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_GetInfo redefined at C:/OTRS/Perl/site/lib/DBD/ODBC.p m line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_GetTypeInfo redefined at C:/OTRS/Perl/site/lib/DBD/OD BC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_GetStatistics redefined at C:/OTRS/Perl/site/lib/DBD/ ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_GetPrimaryKeys redefined at C:/OTRS/Perl/site/lib/DBD /ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_GetSpecialColumns redefined at C:/OTRS/Perl/site/lib/ DBD/ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::_GetForeignKeys redefined at C:/OTRS/Perl/site/lib/DBD /ODBC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::db::GetFunctions redefined at C:/OTRS/Perl/site/lib/DBD/OD BC.pm line 27, <PRODUCT> line 4. Subroutine DBD::ODBC::dr::data_sources redefined at C:/OTRS/Perl/site/lib/DBD/OD BC.pm line 27, <PRODUCT> line 4.

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Re: [otrs] Successfully closed tickets to Accounts Dept?
by Eric Veltman 30 Jan '06

30 Jan '06

Really should have used 'reply to all' ... Quoting Eric Veltman <eric(a)veltman.nu>: > Hello Oliver, > > I'm not an OTRS expert yet, but I think you can best do this with > a generic agent. A generic agent is a "job" that runs periodically. > If I remember correctly, you can configure the time interval, > filter which tickets get processed by the generic agent and the action > the generic agent must perform, f.i. moving the selected tickets somewhere. > You can find the generic agent stuff somewhere in the admin section. > > Another option would be to do this with event handlers, > but that would require some programming. > OTRS has very clean code with classes that expose many events > that your modules can capture and act upon. > > Best regards, > > Eric > > Quoting Oliver Buckie <buckie(a)eversys.de>: > >> Dear All >> >> I am trying to define the workflow for my Support Dept. & Accounts Dept. >> agents. All successfully closed tickets need to be billed to the >> customer. What's the best way of doing this using OTRS? >> >> One idea, when Support agents close a call, the ticket could be auto >> assigned to a "billing" queue so that our Accounts Dept. can monitor >> this queue and create bills from closed calls. >> >> Another idea is to get Support agents to move the ticket from one queue >> to another (from "Support" to "Billing"), but knowing my agents they are >> more likely to use the "close" link! >> >> I need to somehow capture all closed tickets so that Accounts can bill >> customers. What's the best way of me doing this? Any ideas you have >> would be really appreciated. >> >> Many thanks >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support oder Consulting für Ihr OTRS System? >> => http://www.otrs.de/ >> > > >

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Successfully closed tickets to Accounts Dept?
by Oliver Buckie 30 Jan '06

30 Jan '06

Dear All I am trying to define the workflow for my Support Dept. & Accounts Dept. agents. All successfully closed tickets need to be billed to the customer. What's the best way of doing this using OTRS? One idea, when Support agents close a call, the ticket could be auto assigned to a "billing" queue so that our Accounts Dept. can monitor this queue and create bills from closed calls. Another idea is to get Support agents to move the ticket from one queue to another (from "Support" to "Billing"), but knowing my agents they are more likely to use the "close" link! I need to somehow capture all closed tickets so that Accounts can bill customers. What's the best way of me doing this? Any ideas you have would be really appreciated. Many thanks

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Net::DNS module on a Red Hat RHEL-4 UP 2 and otrs-2.0.4-01.tar.gz
by Remo.Catelotti＠bull.it 30 Jan '06

30 Jan '06

hi , installing OTRS otrs-2.0.4-01.tar.gz on a Red Hat RHEL-4 ES UP2 I have a strange result in checking of perl modules : this are the output from 2 command cpan and /opt/otrs/bin/otrs.checkModules after the installation with CPAN I have A) --------------- first check cpan shell -- CPAN exploration and modules installation (v1.83) ReadLine support enabled cpan> install Net::DNS CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Thu, 12 Jan 2006 09:11:15 GMT Net::DNS is up to date (0.55). <<<<<< the Net::DNS looks OK , installed !! cpan> B) ------------- second check root@venere cpan]# /opt/otrs/bin/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 ... not installed! (required - use "perl -MCPAN -e shell;" <<<<< ????? NO ?? ) 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 This is my situation with the perl modules [root@venere ~]# rpm -qa | grep perl newt-perl-1.08-7 mod_perl-1.99_16-4 perl-HTML-Parser-3.35-6 perl-libxml-perl-0.07-30 perl-Convert-ASN1-0.18-3 perl-LDAP-0.31-5 perl-XML-LibXML-Common-0.13-7 perl-SGMLSpm-1.03ii-14 perl-DBD-MySQL-2.9004-3.1 perl-Bit-Vector-6.3-3 perl-Filter-1.30-6 perl-DBI-1.40-8 perl-HTML-Tagset-3.03-30 perl-Parse-Yapp-1.05-32 perl-XML-Parser-2.34-5 perl-XML-Dumper-0.71-2 perl-libxml-enno-1.02-31 perl-XML-NamespaceSupport-1.08-6 perl-XML-SAX-0.12-7 perl-XML-Twig-3.13-6 perl-Crypt-SSLeay-0.51-5 perl-XML-LibXML-1.58-1 perl-Date-Calc-5.3-9 perl-5.8.5-16.RHEL4 perl-URI-1.30-4 perl-DateManip-5.42a-3 perl-libwww-perl-5.79-5 perl-XML-Encoding-1.01-26 perl-XML-Grove-0.46alpha-27 [root@venere ~]# Do you have an idea of my error , what I am missing ? something I did in wrong seguence ?? Thank you remo ..................................................................................................................................................................................................... Avvertenza: La presente comunicazione è stata inviata da Bull Italia S.p.A. e può contenere informazioni di carattere estremamente riservato e confidenziale. Nel caso non fosse a Voi destinata, Vi preghiamo di volerci avvertire tramite e-mail ed eliminare quanto ricevuto, con gli eventuali allegati, senza trattenerne copia. Ogni utilizzo illecito sarà perseguito legalmente. Grazie

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Customer user backend on MSSQL
by Simone Girlanda 30 Jan '06

30 Jan '06

Ciao OTRS database is on mySQL, customers Users database in a Microsoft SQL Server database (managed by SAP Business One). OTRS is running onto a windows 2000 server, so I think that I cannot use FreeDTS. Do you know where may I find a MSSQL/SYBASE perl module usable on windows2000 ? I tried to find it, but only source are available. Because I'm not able to connect to MS-SQL, I'm writing a small program to copy Users data into the OTRS mySQL database table, but of course a direct connection to a DB view will be the correct solution. thank you for your help. Cordiali saluti. Simone Girlanda

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Customer user backend on MSSQL
by Simone Girlanda 30 Jan '06

30 Jan '06

I would like to use my SAP Business One contact table (running on a MS SQL server) as customer user backend, while otrs run on a MySQL database. I'm able to change and test the backend on mysql, but not onto MSSQL. I tried with ODBC and SYBASE, but I have many errors. any body can help ? thank you Simone

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new windows install cant connect from over the internet
by mykey lynx 29 Jan '06

29 Jan '06

I can bring up localhost fine. maybe there is a problem with my config file can someone please take a look. im trying to have it see http://trouble.redirectme.net/otrs/index.pl Thanks You # Based upon the NCSA server configuration files originally by Rob McCool. # # This is the main Apache server configuration file. It contains the # configuration directives that give the server its instructions. # See <URL:http://httpd.apache.org/docs-2.0/> for detailed information about # the directives. # # Do NOT simply read the instructions in here without understanding # what they do. They're here only as hints or reminders. If you are unsure # consult the online docs. You have been warned. # # The configuration directives are grouped into three basic sections: # 1. Directives that control the operation of the Apache server process as a # whole (the 'global environment'). # 2. Directives that define the parameters of the 'main' or 'default' server, # which responds to requests that aren't handled by a virtual host. # These directives also provide default values for the settings # of all virtual hosts. # 3. Settings for virtual hosts, which allow Web requests to be sent to # different IP addresses or hostnames and have them handled by the # same Apache server process. # # Configuration and logfile names: If the filenames you specify for many # of the server's control files begin with "/" (or "drive:/" for Win32), the # server will use that explicit path. If the filenames do *not* begin # with "/", the value of ServerRoot is prepended -- so "logs/foo.log" # with ServerRoot set to "C:/OTRS/Apache2" will be interpreted by the # server as "C:/OTRS/Apache2/logs/foo.log". # # NOTE: Where filenames are specified, you must use forward slashes # instead of backslashes (e.g., "c:/apache" instead of "c:\apache"). # If a drive letter is omitted, the drive on which Apache.exe is located # will be used by default. It is recommended that you always supply # an explicit drive letter in absolute paths, however, to avoid # confusion. # ### Section 1: Global Environment # # The directives in this section affect the overall operation of Apache, # such as the number of concurrent requests it can handle or where it # can find its configuration files. # # # ServerRoot: The top of the directory tree under which the server's # configuration, error, and log files are kept. # # NOTE! If you intend to place this on an NFS (or otherwise network) # mounted filesystem then please read the LockFile documentation (available # at <URL:http://httpd.apache.org/docs-2.0/mod/mpm_common.html#lockfile>); # you will save yourself a lot of trouble. # # Do NOT add a slash at the end of the directory path. # ServerRoot "C:/OTRS/Apache2" # # ScoreBoardFile: File used to store internal server process information. # If unspecified (the default), the scoreboard will be stored in an # anonymous shared memory segment, and will be unavailable to third-party # applications. # If specified, ensure that no two invocations of Apache share the same # scoreboard file. The scoreboard file MUST BE STORED ON A LOCAL DISK. # #ScoreBoardFile logs/apache_runtime_status # # PidFile: The file in which the server should record its process # identification number when it starts. # PidFile logs/httpd.pid # # Timeout: The number of seconds before receives and sends time out. # Timeout 300 # # KeepAlive: Whether or not to allow persistent connections (more than # one request per connection). Set to "Off" to deactivate. # KeepAlive On # # MaxKeepAliveRequests: The maximum number of requests to allow # during a persistent connection. Set to 0 to allow an unlimited amount. # We recommend you leave this number high, for maximum performance. # MaxKeepAliveRequests 100 # # KeepAliveTimeout: Number of seconds to wait for the next request from the # same client on the same connection. # KeepAliveTimeout 15 ## ## Server-Pool Size Regulation (MPM specific) ## # WinNT MPM # ThreadsPerChild: constant number of worker threads in the server process # MaxRequestsPerChild: maximum number of requests a server process serves <IfModule mpm_winnt.c> ThreadsPerChild 250 MaxRequestsPerChild 0 </IfModule> # # Listen: Allows you to bind Apache to specific IP addresses and/or # ports, instead of the default. See also the <VirtualHost> # directive. # # Change this to Listen on specific IP addresses as shown below to # prevent Apache from glomming onto all bound IP addresses (0.0.0.0) # #Listen 12.34.56.78:80 Listen 80 # # Dynamic Shared Object (DSO) Support # # To be able to use the functionality of a module which was built as a DSO you # have to place corresponding `LoadModule' lines at this location so the # directives contained in it are actually available _before_ they are used. # Statically compiled modules (those listed by `httpd -l') do not need # to be loaded here. # # Example: # LoadModule foo_module modules/mod_foo.so # LoadModule access_module modules/mod_access.so LoadModule actions_module modules/mod_actions.so LoadModule alias_module modules/mod_alias.so LoadModule asis_module modules/mod_asis.so LoadModule auth_module modules/mod_auth.so #LoadModule auth_anon_module modules/mod_auth_anon.so #LoadModule auth_dbm_module modules/mod_auth_dbm.so #LoadModule auth_digest_module modules/mod_auth_digest.so LoadModule autoindex_module modules/mod_autoindex.so #LoadModule cern_meta_module modules/mod_cern_meta.so LoadModule cgi_module modules/mod_cgi.so #LoadModule dav_module modules/mod_dav.so #LoadModule dav_fs_module modules/mod_dav_fs.so LoadModule dir_module modules/mod_dir.so LoadModule env_module modules/mod_env.so #LoadModule expires_module modules/mod_expires.so #LoadModule file_cache_module modules/mod_file_cache.so #LoadModule headers_module modules/mod_headers.so LoadModule imap_module modules/mod_imap.so LoadModule include_module modules/mod_include.so #LoadModule info_module modules/mod_info.so LoadModule isapi_module modules/mod_isapi.so LoadModule log_config_module modules/mod_log_config.so LoadModule mime_module modules/mod_mime.so #LoadModule mime_magic_module modules/mod_mime_magic.so #LoadModule proxy_module modules/mod_proxy.so #LoadModule proxy_connect_module modules/mod_proxy_connect.so #LoadModule proxy_http_module modules/mod_proxy_http.so #LoadModule proxy_ftp_module modules/mod_proxy_ftp.so LoadModule negotiation_module modules/mod_negotiation.so #LoadModule rewrite_module modules/mod_rewrite.so LoadModule setenvif_module modules/mod_setenvif.so #LoadModule speling_module modules/mod_speling.so #LoadModule status_module modules/mod_status.so #LoadModule unique_id_module modules/mod_unique_id.so LoadModule userdir_module modules/mod_userdir.so #LoadModule usertrack_module modules/mod_usertrack.so #LoadModule vhost_alias_module modules/mod_vhost_alias.so #LoadModule ssl_module modules/mod_ssl.so # # ExtendedStatus controls whether Apache will generate "full" status # information (ExtendedStatus On) or just basic information (ExtendedStatus # Off) when the "server-status" handler is called. The default is Off. # #ExtendedStatus On ### Section 2: 'Main' server configuration # # The directives in this section set up the values used by the 'main' # server, which responds to any requests that aren't handled by a # <VirtualHost> definition. These values also provide defaults for # any <VirtualHost> containers you may define later in the file. # # All of these directives may appear inside <VirtualHost> containers, # in which case these default settings will be overridden for the # virtual host being defined. # # # ServerAdmin: Your address, where problems with the server should be # e-mailed. This address appears on some server-generated pages, such # as error documents. e.g. [EMAIL PROTECTED] # ServerAdmin [michael(a)superstarstudios.org] # # ServerName gives the name and port that the server uses to identify itself. # This can often be determined automatically, but we recommend you specify # it explicitly to prevent problems during startup. # # If this is not set to valid DNS name for your host, server-generated # redirections will not work. See also the UseCanonicalName directive. # # If your host doesn't have a registered DNS name, enter its IP address here. # You will have to access it by its address anyway, and this will make # redirections work in a sensible way. # ServerName www.trouble.redirectme.net:80 # # UseCanonicalName: Determines how Apache constructs self-referencing # URLs and the SERVER_NAME and SERVER_PORT variables. # When set "Off", Apache will use the Hostname and Port supplied # by the client. When set "On", Apache will use the value of the # ServerName directive. # UseCanonicalName Off # # DocumentRoot: The directory out of which you will serve your # documents. By default, all requests are taken from this directory, but # symbolic links and aliases may be used to point to other locations. # DocumentRoot "C:\OTRS\otrs\var\httpd\htdocs" # # Each directory to which Apache has access can be configured with respect # to which services and features are allowed and/or disabled in that # directory (and its subdirectories). # # First, we configure the "default" to be a very restrictive set of # features. # <Directory /> Options FollowSymLinks AllowOverride None </Directory> # # Note that from this point forward you must specifically allow # particular features to be enabled - so if something's not working as # you might expect, make sure that you have specifically enabled it # below. # # # This should be changed to whatever you set DocumentRoot to. # <Directory "C:/OTRS/Apache2/htdocs"> # # Possible values for the Options directive are "None", "All", # or any combination of: # Indexes Includes FollowSymLinks SymLinksifOwnerMatch ExecCGI MultiViews # # Note that "MultiViews" must be named *explicitly* --- "Options All" # doesn't give it to you. # # The Options directive is both complicated and important. Please see # http://httpd.apache.org/docs-2.0/mod/core.html#options # for more information. # Options Indexes FollowSymLinks # # AllowOverride controls what directives may be placed in .htaccess files. # It can be "All", "None", or any combination of the keywords: # Options FileInfo AuthConfig Limit # AllowOverride None # # Controls who can get stuff from this server. # Order allow,deny Allow from all </Directory> # # UserDir: The name of the directory that is appended onto a user's home # directory if a ~user request is received. Be especially careful to use # proper, forward slashes here. On Windows NT, "Personal/My Website" # is a more appropriate choice. # UserDir "My Documents/My Website" # # Control access to UserDir directories. The following is an example # for a site where these directories are restricted to read-only. # # You must correct the path for the root to match your system's configured # user directory location, e.g. "C:/WinNT/profiles/*/My Documents/My Website" # or whichever, as appropriate. # #<Directory "C:/Documents and Settings/*/My Documents/My Website"> # AllowOverride FileInfo AuthConfig Limit # Options MultiViews Indexes SymLinksIfOwnerMatch IncludesNoExec # <Limit GET POST OPTIONS PROPFIND> # Order allow,deny # Allow from all # </Limit> # <LimitExcept GET POST OPTIONS PROPFIND> # Order deny,allow # Deny from all # </LimitExcept> #</Directory> # # DirectoryIndex: sets the file that Apache will serve if a directory # is requested. # # The index.html.var file (a type-map) is used to deliver content- # negotiated documents. The MultiViews Option can be used for the # same purpose, but it is much slower. # DirectoryIndex index.html index.html.var # # AccessFileName: The name of the file to look for in each directory # for additional configuration directives. See also the AllowOverride # directive. # AccessFileName .htaccess # # The following lines prevent .htaccess and .htpasswd files from being # viewed by Web clients. # <Files ~ "^\.ht"> Order allow,deny Deny from all </Files> # # TypesConfig describes where the mime.types file (or equivalent) is # to be found. # TypesConfig conf/mime.types # # DefaultType is the default MIME type the server will use for a document # if it cannot otherwise determine one, such as from filename extensions. # If your server contains mostly text or HTML documents, "text/plain" is # a good value. If most of your content is binary, such as applications # or images, you may want to use "application/octet-stream" instead to # keep browsers from trying to display binary files as though they are # text. # DefaultType text/plain # # The mod_mime_magic module allows the server to use various hints from the # contents of the file itself to determine its type. The MIMEMagicFile # directive tells the module where the hint definitions are located. # <IfModule mod_mime_magic.c> MIMEMagicFile conf/magic </IfModule> # # HostnameLookups: Log the names of clients or just their IP addresses # e.g., www.apache.org (on) or 204.62.129.132 (off). # The default is off because it'd be overall better for the net if people # had to knowingly turn this feature on, since enabling it means that # each client request will result in AT LEAST one lookup request to the # nameserver. # HostnameLookups Off # # EnableMMAP: Control whether memory-mapping is used to deliver # files (assuming that the underlying OS supports it). # The default is on; turn this off if you serve from NFS-mounted # filesystems. On some systems, turning it off (regardless of # filesystem) can improve performance; for details, please see # http://httpd.apache.org/docs-2.0/mod/core.html#enablemmap # #EnableMMAP off # # EnableSendfile: Control whether the sendfile kernel support is # used to deliver files (assuming that the OS supports it). # The default is on; turn this off if you serve from NFS-mounted # filesystems. Please see # http://httpd.apache.org/docs-2.0/mod/core.html#enablesendfile # #EnableSendfile off # # ErrorLog: The location of the error log file. # If you do not specify an ErrorLog directive within a <VirtualHost> # container, error messages relating to that virtual host will be # logged here. If you *do* define an error logfile for a <VirtualHost> # container, that host's errors will be logged there and not here. # ErrorLog logs/error.log # # LogLevel: Control the number of messages logged to the error.log. # Possible values include: debug, info, notice, warn, error, crit, # alert, emerg. # LogLevel warn # # The following directives define some format nicknames for use with # a CustomLog directive (see below). # LogFormat "%h %l %u %t \"%r\" %>s %b \"%{Referer}i\" \"%{User-Agent}i\"" combined LogFormat "%h %l %u %t \"%r\" %>s %b" common LogFormat "%{Referer}i -> %U" referer LogFormat "%{User-agent}i" agent # You need to enable mod_logio.c to use %I and %O #LogFormat "%h %l %u %t \"%r\" %>s %b \"%{Referer}i\" \"%{User-Agent}i\" %I %O" combinedio # # The location and format of the access logfile (Common Logfile Format). # If you do not define any access logfiles within a <VirtualHost> # container, they will be logged here. Contrariwise, if you *do* # define per-<VirtualHost> access logfiles, transactions will be # logged therein and *not* in this file. # CustomLog logs/access.log common # # If you would like to have agent and referer logfiles, uncomment the # following directives. # #CustomLog logs/referer.log referer #CustomLog logs/agent.log agent # # If you prefer a single logfile with access, agent, and referer information # (Combined Logfile Format) you can use the following directive. # #CustomLog logs/access.log combined # # ServerTokens # This directive configures what you return as the Server HTTP response # Header. The default is 'Full' which sends information about the OS-Type # and compiled in modules. # Set to one of: Full | OS | Minor | Minimal | Major | Prod # where Full conveys the most information, and Prod the least. # ServerTokens Full # # Optionally add a line containing the server version and virtual host # name to server-generated pages (internal error documents, FTP directory # listings, mod_status and mod_info output etc., but not CGI generated # documents or custom error documents). # Set to "EMail" to also include a mailto: link to the ServerAdmin. # Set to one of: On | Off | EMail # ServerSignature On # # Aliases: Add here as many aliases as you need (with no limit). The format is # Alias fakename realname # # Note that if you include a trailing / on fakename then the server will # require it to be present in the URL. So "/icons" isn't aliased in this # example, only "/icons/". If the fakename is slash-terminated, then the # realname must also be slash terminated, and if the fakename omits the # trailing slash, the realname must also omit it. # # We include the /icons/ alias for FancyIndexed directory listings. If you # do not use FancyIndexing, you may comment this out. # Alias /icons/ "C:/OTRS/Apache2/icons/" <Directory "C:/OTRS/Apache2/icons"> Options Indexes MultiViews AllowOverride None Order allow,deny Allow from all </Directory> # # This should be changed to the ServerRoot/manual/. The alias provides # the manual, even if you choose to move your DocumentRoot. You may comment # this out if you do not care for the documentation. # AliasMatch ^/manual(?:/(?:de|en|es|fr|ja|ko|ru))?(/.*)?$ "C:/OTRS/Apache2/manual$1" <Directory "C:/OTRS/Apache2/manual"> Options Indexes AllowOverride None Order allow,deny Allow from all <Files *.html> SetHandler type-map </Files> SetEnvIf Request_URI ^/manual/(de|en|es|fr|ja|ko|ru)/ prefer-language=$1 RedirectMatch 301 ^/manual(?:/(de|en|es|fr|ja|ko|ru)){2,}(/.*)?$ /manual/$1$2 </Directory> # # ScriptAlias: This controls which directories contain server scripts. # ScriptAliases are essentially the same as Aliases, except that # documents in the realname directory are treated as applications and # run by the server when requested rather than as documents sent to the client. # The same rules about trailing "/" apply to ScriptAlias directives as to # Alias. # ScriptAlias /cgi-bin/ "C:/OTRS/Apache2/cgi-bin/" # # "C:/OTRS/Apache2/cgi-bin" should be changed to whatever your ScriptAliased # CGI directory exists, if you have that configured. # <Directory "C:/OTRS/Apache2/cgi-bin"> AllowOverride None Options None Order allow,deny Allow from all </Directory> # # Redirect allows you to tell clients about documents which used to exist in # your server's namespace, but do not anymore. This allows you to tell the # clients where to look for the relocated document. # Example: # Redirect permanent /foo http://www.example.com/bar # # Directives controlling the display of server-generated directory listings. # # # IndexOptions: Controls the appearance of server-generated directory # listings. # IndexOptions FancyIndexing VersionSort # # AddIcon* directives tell the server which icon to show for different # files or filename extensions. These are only displayed for # FancyIndexed directories. # AddIconByEncoding (CMP,/icons/compressed.gif) x-compress x-gzip AddIconByType (TXT,/icons/text.gif) text/* AddIconByType (IMG,/icons/image2.gif) image/* AddIconByType (SND,/icons/sound2.gif) audio/* AddIconByType (VID,/icons/movie.gif) video/* AddIcon /icons/binary.gif .bin .exe AddIcon /icons/binhex.gif .hqx AddIcon /icons/tar.gif .tar AddIcon /icons/world2.gif .wrl .wrl.gz .vrml .vrm .iv AddIcon /icons/compressed.gif .Z .z .tgz .gz .zip AddIcon /icons/a.gif .ps .ai .eps AddIcon /icons/layout.gif .html .shtml .htm .pdf AddIcon /icons/text.gif .txt AddIcon /icons/c.gif .c AddIcon /icons/p.gif .pl .py AddIcon /icons/f.gif .for AddIcon /icons/dvi.gif .dvi AddIcon /icons/uuencoded.gif .uu AddIcon /icons/script.gif .conf .sh .shar .csh .ksh .tcl AddIcon /icons/tex.gif .tex AddIcon /icons/bomb.gif core AddIcon /icons/back.gif .. AddIcon /icons/hand.right.gif README AddIcon /icons/folder.gif ^^DIRECTORY^^ AddIcon /icons/blank.gif ^^BLANKICON^^ # # DefaultIcon is which icon to show for files which do not have an icon # explicitly set. # DefaultIcon /icons/unknown.gif # # AddDescription allows you to place a short description after a file in # server-generated indexes. These are only displayed for FancyIndexed # directories. # Format: AddDescription "description" filename # #AddDescription "GZIP compressed document" .gz #AddDescription "tar archive" .tar #AddDescription "GZIP compressed tar archive" .tgz # # ReadmeName is the name of the README file the server will look for by # default, and append to directory listings. # # HeaderName is the name of a file which should be prepended to # directory indexes. ReadmeName README.html HeaderName HEADER.html # # IndexIgnore is a set of filenames which directory indexing should ignore # and not include in the listing. Shell-style wildcarding is permitted. # IndexIgnore .??* *~ *# HEADER* README* RCS CVS *,v *,t # # DefaultLanguage and AddLanguage allows you to specify the language of # a document. You can then use content negotiation to give a browser a # file in a language the user can understand. # # Specify a default language. This means that all data # going out without a specific language tag (see below) will # be marked with this one. You probably do NOT want to set # this unless you are sure it is correct for all cases. # # * It is generally better to not mark a page as # * being a certain language than marking it with the wrong # * language! # # DefaultLanguage nl # # Note 1: The suffix does not have to be the same as the language # keyword --- those with documents in Polish (whose net-standard # language code is pl) may wish to use "AddLanguage pl .po" to # avoid the ambiguity with the common suffix for perl scripts. # # Note 2: The example entries below illustrate that in some cases # the two character 'Language' abbreviation is not identical to # the two character 'Country' code for its country, # E.g. 'Danmark/dk' versus 'Danish/da'. # # Note 3: In the case of 'ltz' we violate the RFC by using a three char # specifier. There is 'work in progress' to fix this and get # the reference data for rfc1766 cleaned up. # # Catalan (ca) - Croatian (hr) - Czech (cs) - Danish (da) - Dutch (nl) # English (en) - Esperanto (eo) - Estonian (et) - French (fr) - German (de) # Greek-Modern (el) - Hebrew (he) - Italian (it) - Japanese (ja) # Korean (ko) - Luxembourgeois* (ltz) - Norwegian Nynorsk (nn) # Norwegian (no) - Polish (pl) - Portugese (pt) # Brazilian Portuguese (pt-BR) - Russian (ru) - Swedish (sv) # Simplified Chinese (zh-CN) - Spanish (es) - Traditional Chinese (zh-TW) # AddLanguage ca .ca AddLanguage cs .cz .cs AddLanguage da .dk AddLanguage de .de AddLanguage el .el AddLanguage en .en AddLanguage eo .eo AddLanguage es .es AddLanguage et .et AddLanguage fr .fr AddLanguage he .he AddLanguage hr .hr AddLanguage it .it AddLanguage ja .ja AddLanguage ko .ko AddLanguage ltz .ltz AddLanguage nl .nl AddLanguage nn .nn AddLanguage no .no AddLanguage pl .po AddLanguage pt .pt AddLanguage pt-BR .pt-br AddLanguage ru .ru AddLanguage sv .sv AddLanguage zh-CN .zh-cn AddLanguage zh-TW .zh-tw # # LanguagePriority allows you to give precedence to some languages # in case of a tie during content negotiation. # # Just list the languages in decreasing order of preference. We have # more or less alphabetized them here. You probably want to change this. # LanguagePriority en ca cs da de el eo es et fr he hr it ja ko ltz nl nn no pl pt pt-BR ru sv zh-CN zh-TW # # ForceLanguagePriority allows you to serve a result page rather than # MULTIPLE CHOICES (Prefer) [in case of a tie] or NOT ACCEPTABLE (Fallback) # [in case no accepted languages matched the available variants] # ForceLanguagePriority Prefer Fallback # # Commonly used filename extensions to character sets. You probably # want to avoid clashes with the language extensions, unless you # are good at carefully testing your setup after each change. # See http://www.iana.org/assignments/character-sets for the # official list of charset names and their respective RFCs. # AddCharset ISO-8859-1 .iso8859-1 .latin1 AddCharset ISO-8859-2 .iso8859-2 .latin2 .cen AddCharset ISO-8859-3 .iso8859-3 .latin3 AddCharset ISO-8859-4 .iso8859-4 .latin4 AddCharset ISO-8859-5 .iso8859-5 .latin5 .cyr .iso-ru AddCharset ISO-8859-6 .iso8859-6 .latin6 .arb AddCharset ISO-8859-7 .iso8859-7 .latin7 .grk AddCharset ISO-8859-8 .iso8859-8 .latin8 .heb AddCharset ISO-8859-9 .iso8859-9 .latin9 .trk AddCharset ISO-2022-JP .iso2022-jp .jis AddCharset ISO-2022-KR .iso2022-kr .kis AddCharset ISO-2022-CN .iso2022-cn .cis AddCharset Big5 .Big5 .big5 # For russian, more than one charset is used (depends on client, mostly): AddCharset WINDOWS-1251 .cp-1251 .win-1251 AddCharset CP866 .cp866 AddCharset KOI8-r .koi8-r .koi8-ru AddCharset KOI8-ru .koi8-uk .ua AddCharset ISO-10646-UCS-2 .ucs2 AddCharset ISO-10646-UCS-4 .ucs4 AddCharset UTF-8 .utf8 # The set below does not map to a specific (iso) standard # but works on a fairly wide range of browsers. Note that # capitalization actually matters (it should not, but it # does for some browsers). # # See http://www.iana.org/assignments/character-sets # for a list of sorts. But browsers support few. # AddCharset GB2312 .gb2312 .gb AddCharset utf-7 .utf7 AddCharset utf-8 .utf8 AddCharset big5 .big5 .b5 AddCharset EUC-TW .euc-tw AddCharset EUC-JP .euc-jp AddCharset EUC-KR .euc-kr AddCharset shift_jis .sjis # # AddType allows you to add to or override the MIME configuration # file mime.types for specific file types. # #AddType application/x-tar .tgz # # AddEncoding allows you to have certain browsers (Mosaic/X 2.1+) uncompress # information on the fly. Note: Not all browsers support this. # Despite the name similarity, the following Add* directives have nothing # to do with the FancyIndexing customization directives above. # #AddEncoding x-compress .Z #AddEncoding x-gzip .gz .tgz # # If the AddEncoding directives above are commented-out, then you # probably should define those extensions to indicate media types: # AddType application/x-compress .Z AddType application/x-gzip .gz .tgz # # AddHandler allows you to map certain file extensions to "handlers": # actions unrelated to filetype. These can be either built into the server # or added with the Action directive (see below) # # To use CGI scripts outside of ScriptAliased directories: # (You will also need to add "ExecCGI" to the "Options" directive.) # #AddHandler cgi-script .cgi # # For files that include their own HTTP headers: # #AddHandler send-as-is asis # # For server-parsed imagemap files: # #AddHandler imap-file map # # For type maps (negotiated resources): # (This is enabled by default to allow the Apache "It Worked" page # to be distributed in multiple languages.) # AddHandler type-map var # # Filters allow you to process content before it is sent to the client. # # To parse .shtml files for server-side includes (SSI): # (You will also need to add "Includes" to the "Options" directive.) # #AddType text/html .shtml #AddOutputFilter INCLUDES .shtml # # Action lets you define media types that will execute a script whenever # a matching file is called. This eliminates the need for repeated URL # pathnames for oft-used CGI file processors. # Format: Action media/type /cgi-script/location # Format: Action handler-name /cgi-script/location # # # Customizable error responses come in three flavors: # 1) plain text 2) local redirects 3) external redirects # # Some examples: #ErrorDocument 500 "The server made a boo boo." #ErrorDocument 404 /missing.html #ErrorDocument 404 "/cgi-bin/missing_handler.pl" #ErrorDocument 402 http://www.example.com/subscription_info.html # # # Putting this all together, we can internationalize error responses. # # We use Alias to redirect any /error/HTTP_<error>.html.var response to # our collection of by-error message multi-language collections. We use # includes to substitute the appropriate text. # # You can modify the messages' appearance without changing any of the # default HTTP_<error>.html.var files by adding the line: # # Alias /error/include/ "/your/include/path/" # # which allows you to create your own set of files by starting with the # @exp_errordir@/include/ files and copying them to /your/include/path/, # even on a per-VirtualHost basis. The default include files will display # your Apache version number and your ServerAdmin email address regardless # of the setting of ServerSignature. # # The internationalized error documents require mod_alias, mod_include # and mod_negotiation. To activate them, uncomment the following 30 lines. # Alias /error/ "@exp_errordir@/" # # <Directory "@exp_errordir@"> # AllowOverride None # Options IncludesNoExec # AddOutputFilter Includes html # AddHandler type-map var # Order allow,deny # Allow from all # LanguagePriority en cs de es fr it ja ko nl pl pt-br ro sv tr # ForceLanguagePriority Prefer Fallback # </Directory> # # ErrorDocument 400 /error/HTTP_BAD_REQUEST.html.var # ErrorDocument 401 /error/HTTP_UNAUTHORIZED.html.var # ErrorDocument 403 /error/HTTP_FORBIDDEN.html.var # ErrorDocument 404 /error/HTTP_NOT_FOUND.html.var # ErrorDocument 405 /error/HTTP_METHOD_NOT_ALLOWED.html.var # ErrorDocument 408 /error/HTTP_REQUEST_TIME_OUT.html.var # ErrorDocument 410 /error/HTTP_GONE.html.var # ErrorDocument 411 /error/HTTP_LENGTH_REQUIRED.html.var # ErrorDocument 412 /error/HTTP_PRECONDITION_FAILED.html.var # ErrorDocument 413 /error/HTTP_REQUEST_ENTITY_TOO_LARGE.html.var # ErrorDocument 414 /error/HTTP_REQUEST_URI_TOO_LARGE.html.var # ErrorDocument 415 /error/HTTP_UNSUPPORTED_MEDIA_TYPE.html.var # ErrorDocument 500 /error/HTTP_INTERNAL_SERVER_ERROR.html.var # ErrorDocument 501 /error/HTTP_NOT_IMPLEMENTED.html.var # ErrorDocument 502 /error/HTTP_BAD_GATEWAY.html.var # ErrorDocument 503 /error/HTTP_SERVICE_UNAVAILABLE.html.var # ErrorDocument 506 /error/HTTP_VARIANT_ALSO_VARIES.html.var # # The following directives modify normal HTTP response behavior to # handle known problems with browser implementations. # BrowserMatch "Mozilla/2" nokeepalive BrowserMatch "MSIE 4\.0b2;" nokeepalive downgrade-1.0 force-response-1.0 BrowserMatch "RealPlayer 4\.0" force-response-1.0 BrowserMatch "Java/1\.0" force-response-1.0 BrowserMatch "JDK/1\.0" force-response-1.0 # # The following directive disables redirects on non-GET requests for # a directory that does not include the trailing slash. This fixes a # problem with Microsoft WebFolders which does not appropriately handle # redirects for folders with DAV methods. # Same deal with Apple's DAV filesystem and Gnome VFS support for DAV. # BrowserMatch "Microsoft Data Access Internet Publishing Provider" redirect-carefully BrowserMatch "^WebDrive" redirect-carefully BrowserMatch "^WebDAVFS/1.[012]" redirect-carefully BrowserMatch "^gnome-vfs" redirect-carefully # # Allow server status reports generated by mod_status, # with the URL of http://servername/server-status # Change the ".@@DomainName@@" to match your domain to enable. # #<http:/trouble.redirectme.net/server-status> # SetHandler server-status # Order deny,allow # Deny from all # Allow from .@@DomainName@@ #</Location> # # Allow remote server configuration reports, with the URL of # http://servername/server-info (requires that mod_info.c be loaded). # Change the ".@@DomainName@@" to match your domain to enable. # #<Location /server-info> # SetHandler server-info # Order deny,allow # Deny from all # Allow from .@@DomainName@@ #</Location> # # Bring in additional module-specific configurations # <IfModule mod_ssl.c> Include conf/ssl.conf </IfModule> ### Section 3: Virtual Hosts # # VirtualHost: If you want to maintain multiple domains/hostnames on your # machine you can setup VirtualHost containers for them. Most configurations # use only name-based virtual hosts so the server doesn't need to worry about # IP addresses. This is indicated by the asterisks in the directives below. # # Please see the documentation at # <URL:http://httpd.apache.org/docs-2.0/vhosts/> # for further details before you try to setup virtual hosts. # # You may use the command line option '-S' to verify your virtual host # configuration. # # Use name-based virtual hosting. # #NameVirtualHost *:80 # # VirtualHost example: # Almost any Apache directive may go into a VirtualHost container. # The first VirtualHost section is used for requests without a known # server name. # #<VirtualHost *:80> # ServerAdmin [EMAIL PROTECTED] # DocumentRoot /www/docs/dummy-host.example.com # ServerName dummy-host.example.com # ErrorLog logs/dummy-host.example.com-error_log # CustomLog logs/dummy-host.example.com-access_log common #</VirtualHost> #------------@@Changes for OTRS@@------------- Alias /otrs-web/ "C:/OTRS/otrs/var/httpd/htdocs/" ScriptAlias /otrs/ "C:/OTRS/otrs/bin/cgi-bin/" <Location /otrs> Options ExecCGI Order deny,allow Deny from all allow from all SetHandler cgi-script </Location> MaxRequestsPerChild 400

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Re: AD Authentication
by mmaki＠adelphia.net 29 Jan '06

29 Jan '06

> why would i think to look at the docs for last major release? i'll take a look at them. I know, sounds strange, seems the 1.3 docs have a lot of detailed info not in the 2.0 docs. > > do i need to install the perl ldap libs for a windows install? > Probably, that's a question for a Windows user though. I Installed it on Debian. Good luck! > thanks, > deno >

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Priorites in OTRS - Can they be edited?
by Steve Wilson 28 Jan '06

28 Jan '06

I noticed in OTRS that the priorities are as follows: P1 - Very Low P2 - Low P3 - Normal P4 - High P5 - Very High I have looked to see if I can modify these values or their order, but it appears that I cannot. It would be really nice to be able to modify the priorities such that they are in reverse order (i.e., P1-Very High, P2-High, P3-Normal, P4-Low, P5-Very Low). Thanks, Steve Wilson Preventsys, Inc

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RE: [otrs] Re: AD authenication
by Deno Vichas 27 Jan '06

27 Jan '06

why would i think to look at the docs for last major release? i'll take a look at them. do i need to install the perl ldap libs for a windows install? thanks, deno ________________________________ From: otrs-bounces(a)otrs.org on behalf of mmaki(a)adelphia.net Sent: Fri 1/27/2006 12:39 PM To: otrs(a)otrs.org Subject: [otrs] Re: AD authenication Actually they are very clear, if you look at the version 1.3 docs (Ch 9,10,11). Make sure you can get the results you are looking for first with LDIFE.EXE from a Widows box before you plug in the schema to OTRS. Mike > ------------------------------ > > Message: 6 > Date: Fri, 27 Jan 2006 11:04:56 -0800 > From: "Deno Vichas" <dvichas(a)autoreturn.com> > Subject: [otrs] AD authenication > To: <otrs(a)otrs.org> > Message-ID: > <789A66572492E64498486E2E6213936A2F3DD0(a)exchange.autoreturn.com> > Content-Type: text/plain; charset="us-ascii" > > Help! > > The docs aren't very clear and leave a lot out - IMHO > > I'm trying to get otrs to authenticate again my AD for both myself (and > other Admins) and clients (the worker bees) at my company. is there any > pages out there that explain this better than the docs? > > Thanks, > deno > > ------------------------------ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting fr Ihr OTRS System? => http://www.otrs.de/

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Re: AD authenication
by mmaki＠adelphia.net 27 Jan '06

27 Jan '06

Actually they are very clear, if you look at the version 1.3 docs (Ch 9,10,11). Make sure you can get the results you are looking for first with LDIFE.EXE from a Widows box before you plug in the schema to OTRS. Mike > ------------------------------ > > Message: 6 > Date: Fri, 27 Jan 2006 11:04:56 -0800 > From: "Deno Vichas" <dvichas(a)autoreturn.com> > Subject: [otrs] AD authenication > To: <otrs(a)otrs.org> > Message-ID: > <789A66572492E64498486E2E6213936A2F3DD0(a)exchange.autoreturn.com> > Content-Type: text/plain; charset="us-ascii" > > Help! > > The docs aren't very clear and leave a lot out - IMHO > > I'm trying to get otrs to authenticate again my AD for both myself (and > other Admins) and clients (the worker bees) at my company. is there any > pages out there that explain this better than the docs? > > Thanks, > deno > > ------------------------------

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AD authenication
by Deno Vichas 27 Jan '06

27 Jan '06

Help! The docs aren't very clear and leave a lot out - IMHO I'm trying to get otrs to authenticate again my AD for both myself (and other Admins) and clients (the worker bees) at my company. is there any pages out there that explain this better than the docs? Thanks, deno

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Autoresponses not working
by Luca Corti 27 Jan '06

27 Jan '06

Hello, I've got a problem with autoresponses. I've set up many queues / subqueues and dispatching via X-OTRS-queue header on my trusted postmaster account. I've created an autoresponse for default reply / new ticket and set it as the default reply for my queues. Then I open a ticket via form inserting the needed headers. The ticket is created by OTRS and queue/subqueue dispatching works as expected, but the customer does not receive any autoresponse. What could it be? -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: new guy cross-connected phone lines with ac power bus.

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RE: [otrs] OTRS statistics
by Danie Theron 27 Jan '06

27 Jan '06

So I am to assume it's the standard Stats output that appears on the 'Stats' link? OK , to my next question , Is it possible to integrate the Stats page into the Agent Frontend (like total tickets open , by agent etc)? I'm not much of a coder/scripter so not really sure where to start looking (but eager to learn :). Our other helpdesk is running request tracker 3.4.5 , and I would really like to convince the powers that be that OTRS is the better option , hence the Stats questions (and I'm sure many more to come :P ) Many thanks in advance! Hopefully with your help I can get OTRS to replace RT :P > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > David Hathiramani > Sent: 27 January 2006 03:33 PM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] OTRS statistics > > As far as I am aware, the module that you are looking for a zip file for > has been integrated into the latest releases. > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > BALAN, Daniel > Sent: 27 January 2006 13:11 > To: 'User questions and discussions about OTRS.org' > Subject: RE: [otrs] OTRS statistics > > I am interested in this too. > > Daniel > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > > Of > Danie > > Theron > > Sent: Friday, January 27, 2006 10:09 AM > > To: User questions and discussions about OTRS.org > > Subject: RE: [otrs] OTRS statistics > > > > Hi Edgar , > > > > I was searching for statistic related questions on the mailing list > > and > came across > > your contribution , unfortunately the zip file was not present. > > > > Could you possibly send me the zip file , I would really like to have > > a > look at it. > > > > >Dear all, > > > > During the greater part of this year I've been developing a statistics > > module for OTRS (and Hostnet). Attached you'll find a zip file with > > the final result. See the README file within for further installation > > details, requirements, etc. etc. > > > > The script is able to produce the following ticket statistics, > > aggregated on a per-day or per-week basis, between specified dates and > > in specified queues. The output can be selected as well; graphs, CSV > > and HTML (tables) are supported. Maybe it'll be of use to some of you ;- > ) . > > > > - Number of new tickets (total/calls/e-mails) > > - Workload (number of calls, in- and outgoing e-mails) > > > > efficiency: > > - E-mail time calculations: > > Open time > > Reply time > > Resolution time > > > > efficacy: > > - Average number of follow-ups/replies per ticket > > - Number of first time fixes > > > > > > > > Best regards (and happy holidays), > > > > Edgar Meij > > > > Hostnet BV > > Singel 106 > > 1015 AD Amsterdam > > The Netherlands > > > > helpdesk website: http://www.hostnet.nl/helpdesk > > helpdesk : E-mail Protected > > tel : 020 // 7500 811 > > fax : 020 // 7500 825 > > sales : E-mail Protected > > administratie : E-mail Protected > > > > > -----Original Message----- > > > From: Edgar Meij [mailto:edgar.meij@gmail.com] > > > Sent: 09 August 2005 04:49 PM > > > To: User questions and discussions about OTRS.org > > > Subject: Re: [otrs] OTRS statistics > > > > > > Hi Ravi, > > > > > > Can you try running a MySQL query and post the results: > > > > > > <connect to mysql, e.g. mysql -u [user] -h [host] -p> > > > > > > USE otrs > > > > > > SELECT COUNT(DISTINCT(ticket_id)) FROM ticket_history WHERE > > > history_type_id=1 AND create_time BETWEEN '2004-07-01' AND > > > '2004-07-31' + INTERVAL 1 DAY; > > > > > > Which version of OTRS are you using btw? You can also try and select > > > no queues. The script will then simply use all tickets. > > > > > > regards, > > > > > > Edgar Meij > > > > > > -- > > > 'An approximate answer to the right question is worth a great deal > > > more than a precise answer to the wrong question' > > > _______________________________________________ > > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > > Archive: http://lists.otrs.org/pipermail/otrs > > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > Support oder Consulting für Ihr OTRS System? > > > =http://www.otrs.de/ > > > > > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support oder Consulting für Ihr OTRS System? > > http://www.otrs.de/ > > > > > > -- > > This message was scanned for spam and viruses by BitDefender. > > For more information please visit http://www.bitdefender.com/ > > > > -- > This message was scanned for spam and viruses by BitDefender. > For more information please visit http://www.bitdefender.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/ > 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 > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > =http://www.otrs.de/

1 0

RE: [otrs] OTRS statistics
by David Hathiramani 27 Jan '06

27 Jan '06

As far as I am aware, the module that you are looking for a zip file for has been integrated into the latest releases. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of BALAN, Daniel Sent: 27 January 2006 13:11 To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] OTRS statistics I am interested in this too. Daniel > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Danie > Theron > Sent: Friday, January 27, 2006 10:09 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] OTRS statistics > > Hi Edgar , > > I was searching for statistic related questions on the mailing list > and came across > your contribution , unfortunately the zip file was not present. > > Could you possibly send me the zip file , I would really like to have > a look at it. > > >Dear all, > > During the greater part of this year I've been developing a statistics > module for OTRS (and Hostnet). Attached you'll find a zip file with > the final result. See the README file within for further installation > details, requirements, etc. etc. > > The script is able to produce the following ticket statistics, > aggregated on a per-day or per-week basis, between specified dates and > in specified queues. The output can be selected as well; graphs, CSV > and HTML (tables) are supported. Maybe it'll be of use to some of you ;-) . > > - Number of new tickets (total/calls/e-mails) > - Workload (number of calls, in- and outgoing e-mails) > > efficiency: > - E-mail time calculations: > Open time > Reply time > Resolution time > > efficacy: > - Average number of follow-ups/replies per ticket > - Number of first time fixes > > > > Best regards (and happy holidays), > > Edgar Meij > > Hostnet BV > Singel 106 > 1015 AD Amsterdam > The Netherlands > > helpdesk website: http://www.hostnet.nl/helpdesk > helpdesk : E-mail Protected > tel : 020 // 7500 811 > fax : 020 // 7500 825 > sales : E-mail Protected > administratie : E-mail Protected > > > -----Original Message----- > > From: Edgar Meij [mailto:edgar.meij@gmail.com] > > Sent: 09 August 2005 04:49 PM > > To: User questions and discussions about OTRS.org > > Subject: Re: [otrs] OTRS statistics > > > > Hi Ravi, > > > > Can you try running a MySQL query and post the results: > > > > <connect to mysql, e.g. mysql -u [user] -h [host] -p> > > > > USE otrs > > > > SELECT COUNT(DISTINCT(ticket_id)) FROM ticket_history WHERE > > history_type_id=1 AND create_time BETWEEN '2004-07-01' AND > > '2004-07-31' + INTERVAL 1 DAY; > > > > Which version of OTRS are you using btw? You can also try and select > > no queues. The script will then simply use all tickets. > > > > regards, > > > > Edgar Meij > > > > -- > > 'An approximate answer to the right question is worth a great deal > > more than a precise answer to the wrong question' > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support oder Consulting für Ihr OTRS System? > > =http://www.otrs.de/ > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > http://www.otrs.de/ > > > -- > This message was scanned for spam and viruses by BitDefender. > For more information please visit http://www.bitdefender.com/ -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.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/ 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

RE: [otrs] OTRS statistics
by Danie Theron 27 Jan '06

27 Jan '06

Hi Edgar , I was searching for statistic related questions on the mailing list and came across your contribution , unfortunately the zip file was not present. Could you possibly send me the zip file , I would really like to have a look at it. >Dear all, During the greater part of this year I've been developing a statistics module for OTRS (and Hostnet). Attached you'll find a zip file with the final result. See the README file within for further installation details, requirements, etc. etc. The script is able to produce the following ticket statistics, aggregated on a per-day or per-week basis, between specified dates and in specified queues. The output can be selected as well; graphs, CSV and HTML (tables) are supported. Maybe it'll be of use to some of you ;-) . - Number of new tickets (total/calls/e-mails) - Workload (number of calls, in- and outgoing e-mails) efficiency: - E-mail time calculations: Open time Reply time Resolution time efficacy: - Average number of follow-ups/replies per ticket - Number of first time fixes Best regards (and happy holidays), Edgar Meij Hostnet BV Singel 106 1015 AD Amsterdam The Netherlands helpdesk website: http://www.hostnet.nl/helpdesk helpdesk : E-mail Protected tel : 020 // 7500 811 fax : 020 // 7500 825 sales : E-mail Protected administratie : E-mail Protected > -----Original Message----- > From: Edgar Meij [mailto:edgar.meij@gmail.com] > Sent: 09 August 2005 04:49 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] OTRS statistics > > Hi Ravi, > > Can you try running a MySQL query and post the results: > > <connect to mysql, e.g. mysql -u [user] -h [host] -p> > > USE otrs > > SELECT COUNT(DISTINCT(ticket_id)) FROM ticket_history WHERE > history_type_id=1 AND create_time BETWEEN '2004-07-01' AND > '2004-07-31' + INTERVAL 1 DAY; > > Which version of OTRS are you using btw? You can also try and select > no queues. The script will then simply use all tickets. > > regards, > > Edgar Meij > > -- > 'An approximate answer to the right question is worth a great deal > more than a precise answer to the wrong question' > _______________________________________________ > 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

CustomerID field as drop-down?
by Oliver Buckie 27 Jan '06

27 Jan '06

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.

1 0

Default 'All Tickets' in Tickets Shown
by Danie Theron 27 Jan '06

27 Jan '06

Hi , Is it possible to set the Ticket View for certain groups to All Tickets for certain Queues? Basically I want senior agents to be able to view all tickets by default when they click on a Queue. Searched the SysConfig and the mailing list , but no answer 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. ------------------------------------------------------------------------ ---

1 0

Error message when trying to use Package Manager
by Steve Hill 27 Jan '06

27 Jan '06

I am running debian 2.6.11-x1, Apache/1.3.33, mysql Ver 8.40 Distrib 4.0.24 and OTRS v2.0.3. I am a member of the admin group. When I click on the Package Manager link, I receive the following error message: Error: ??? Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Tue Jan 24 16:32:54 2006 Message: ??? Traceback (6443): Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 204 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.80) Line: 47 I've looked at InterfaceAgent.pl and line 204, but nothing looks familiar, as a cause of problems. Can anyone suggest additional troubleshooting steps? Thanks, Steve

2 3

Ammended - Search Options...?
by Davis, Gary H 26 Jan '06

26 Jan '06

Forgot to mention that the free fields show up on the utility screen as a pull down - but I am looking for a report with all of them (say for the month). Thanks Gary Davis > ______________________________________________ > From: Davis, Gary H > Sent: Thursday, January 26, 2006 11:38 AM > To: otrs(a)otrs.org > Subject: Search Options...? > > Group, is there an easy way have the free field text show up when you > use the search features from the utility screen? I have set up > different "queues" using the free field text fields and would like to > be able to report on them... but when I do a search from the utilities > screen - they don't show up. I get ticket number, date, time, > comments, agent, ...... customer email, that kind of info - but not > the free field text fields. > > Thanks > Gary Davis > PSIC Lab Manager >

1 0

GenericAgent/GenericCustomer ?
by Sébastien Prud'homme 26 Jan '06

26 Jan '06

Hi, I know that we can use GenericAgent to execute tasks automaticly on tickets that are opened. What i want now is automaticly create some new tickets in OTRS (every day for instance) Is this possible to do this with GenericAgent or do i need to add a "GenericCustomer" feature in OTRS ? Regards Sébastien Prud'homme

1 0

Search Options...?
by Davis, Gary H 26 Jan '06

26 Jan '06

Group, is there an easy way have the free field text show up when you use the search features from the utility screen? I have set up different "queues" using the free field text fields and would like to be able to report on them... but when I do a search from the utilities screen - they don't show up. I get ticket number, date, time, comments, agent, ...... customer email, that kind of info - but not the free field text fields. Thanks Gary Davis PSIC Lab Manager

1 0

AW: AW: AW: [otrs] Follow-ups
by shawn.beasley＠dlh.de 26 Jan '06

26 Jan '06

Florian, we are also a small team of six IT's. We use individual queues and individual ownership of tickets. Try this setting Config Options: Ticket -> Frontend::Agent::Ticket::ViewNote Ticket::Frontend::NoteInformAgent: set to yes Let me know if this helps Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Florian Gesendet: Donnerstag, 26. Januar 2006 15:31 An: User questions and discussions about OTRS.org Betreff: Re: AW: AW: [otrs] Follow-ups I didn't find this config option :( I think our use of OTRS is a bit different : we are a small team of agents and we use the system to manage our communications with customers -> when an agent opens a ticket all the agents should be able to work on it (I tried to remove the locking functionnality but didn't manage) and receive e-mails notifications for all the agents are doing (it will be perfect if I can disable the owning functionnality !) Thanks for your help !! I managed to change a few things in the code but it's hard to understand the whole structure without good programming knowledges Florian Le jeudi 26 janvier 2006 à 13:33 +0100, shawn.beasley(a)dlh.de a écrit : > Florian, > > without having a lot of experience with OTRS. I must say then you can set the config option that allows the owner to be everyone. This would then generate a mass mailing because of the owner status. It is worth a try. > > Tell me if you cannot find the settings for allowing owner as everyone. > > Vielen Dank, > > Shawn Beasley > Support - IT > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Florian > Gesendet: Donnerstag, 26. Januar 2006 13:14 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: [otrs] Follow-ups > > Ok thanks for your explanation. > > But I would like to have the same behaviour as with notes : when an > agent (owner or not) uses the "phone call" option and adds a follow-up > to a ticket, all the agents receive a notification... > > Is it possible to do this ? I tried to change some little things in the > code but didn't manage to do this :( > > Thanks ! > > Florian > > Le jeudi 26 janvier 2006 à 11:58 +0100, shawn.beasley(a)dlh.de a écrit : > > Hello Florian, > > > > I use this method as well, and I think that I understand what you are looking for. I have noticed that the "follow up" messages are related to the owner. If agent A owns the ticket and agent B takes action on the ticket, then the owner will receive an email follow up. If agent a changes something, then as this agent owns the ticket, no message will follow. Does this help? > > > > Thank you, > > > > Shawn Beasley > > Support - IT > > > > Cargo Future Communications GmbH > > Building 1335 > > 55483 Airport Hahn > > > > Tel. +49 6543 983 113 > > Fax +49 6543 983 119 > > Mobil: +49 151 12 12 8934 > > Email: shawn.beasley(a)dlh.de > > Web: http://www.cfc-callcenter.com > > > > > > > > -----Ursprüngliche Nachricht----- > > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Florian > > Gesendet: Mittwoch, 25. Januar 2006 22:27 > > An: otrs(a)otrs.org > > Betreff: [otrs] Follow-ups > > > > Hello everyone, > > > > I already asked questions about follow-ups but I think I just understand > > where my problem is. > > I want to get notifications about follow-ups when an agent adds a > > follow-up (phone call for example) not only when a customer adds one. > > > > Is it possible or is the follow-ups' notifications limited to > > customers ? > > > > Thanks !! > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting fr 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 fr Ihr OTRS System? => http://www.otrs.de/

1 0

AW: AW: [otrs] Follow-ups
by shawn.beasley＠dlh.de 26 Jan '06

26 Jan '06

Florian, without having a lot of experience with OTRS. I must say then you can set the config option that allows the owner to be everyone. This would then generate a mass mailing because of the owner status. It is worth a try. Tell me if you cannot find the settings for allowing owner as everyone. Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Florian Gesendet: Donnerstag, 26. Januar 2006 13:14 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] Follow-ups Ok thanks for your explanation. But I would like to have the same behaviour as with notes : when an agent (owner or not) uses the "phone call" option and adds a follow-up to a ticket, all the agents receive a notification... Is it possible to do this ? I tried to change some little things in the code but didn't manage to do this :( Thanks ! Florian Le jeudi 26 janvier 2006 à 11:58 +0100, shawn.beasley(a)dlh.de a écrit : > Hello Florian, > > I use this method as well, and I think that I understand what you are looking for. I have noticed that the "follow up" messages are related to the owner. If agent A owns the ticket and agent B takes action on the ticket, then the owner will receive an email follow up. If agent a changes something, then as this agent owns the ticket, no message will follow. Does this help? > > Thank you, > > Shawn Beasley > Support - IT > > Cargo Future Communications GmbH > Building 1335 > 55483 Airport Hahn > > Tel. +49 6543 983 113 > Fax +49 6543 983 119 > Mobil: +49 151 12 12 8934 > Email: shawn.beasley(a)dlh.de > Web: http://www.cfc-callcenter.com > > > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Florian > Gesendet: Mittwoch, 25. Januar 2006 22:27 > An: otrs(a)otrs.org > Betreff: [otrs] Follow-ups > > Hello everyone, > > I already asked questions about follow-ups but I think I just understand > where my problem is. > I want to get notifications about follow-ups when an agent adds a > follow-up (phone call for example) not only when a customer adds one. > > Is it possible or is the follow-ups' notifications limited to > customers ? > > Thanks !! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting fr Ihr OTRS System? => http://www.otrs.de/

2 1

System Permissions
by shawn.beasley＠dlh.de 26 Jan '06

26 Jan '06

Hello everyone, can one set the permissions for the customers to reflect the permissions for the agents? I would like to prevent a customer from creating a ticket in the customer login panel for an admin queue, but allow them to modify a ticket. So the rights would look something like ro create rw Anyone done something similar to this? System::Permission: The different system permissions of the agents in the system (also possible in addition is note, close, pending, customer, freetext, forward and bounce - rw should be the latest in the line). _____ System::Customer::Permission: The different system permissions for customers. Vielen Dank, Shawn Beasley Support - IT 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: <mailto:shawn.beasley@dlh.de> shawn.beasley(a)dlh.de Web: <http://www.cfc-callcenter.de/> http://www.cfc-callcenter.de

1 0

AW: [otrs] Follow-ups
by shawn.beasley＠dlh.de 26 Jan '06

26 Jan '06

Hello Florian, I use this method as well, and I think that I understand what you are looking for. I have noticed that the "follow up" messages are related to the owner. If agent A owns the ticket and agent B takes action on the ticket, then the owner will receive an email follow up. If agent a changes something, then as this agent owns the ticket, no message will follow. Does this help? Thank you, Shawn Beasley Support - IT Cargo Future Communications GmbH Building 1335 55483 Airport Hahn Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.com -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Florian Gesendet: Mittwoch, 25. Januar 2006 22:27 An: otrs(a)otrs.org Betreff: [otrs] Follow-ups Hello everyone, I already asked questions about follow-ups but I think I just understand where my problem is. I want to get notifications about follow-ups when an agent adds a follow-up (phone call for example) not only when a customer adds one. Is it possible or is the follow-ups' notifications limited to customers ? Thanks !! -- Florian _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

2 1

AW: AW: AW: AW: [otrs] Search function for Customers in Tickets
by Oliver Buckie 26 Jan '06

26 Jan '06

Ok, getting a little clearer now - thanks ibrahim! My FreeTextField changes are shown through the web frontend - but I don't think these are being written to the relevant file(s). The manual says "...The "Update"-button submits all changes and the system uses the new settings"? Should this be adding to Config.pm or some other file? As you mentioned, I downloaded the settings to a mychanges.pm file and see all my changes (including the FreeTextField additions). What I don't understand is what you mean by modifying my downloaded file and uploading again - the changes are in the downloaded file, I just need to get them to be recognised by the system. What am I doing wrong? Thanks for your support. -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ibrahim ALIZ Gesendet: Donnerstag, 26. Januar 2006 10:26 An: User questions and discussions about OTRS.org Betreff: Re: AW: AW: AW: [otrs] Search function for Customers in Tickets Hi Oliver, As I know one is enough, actually they are doing the same job. So if you configure your FreeTextFields using the frontend, Admin->SysConfig, these information are written to the config file as far as I know. So if you do this on the config file again you will owerwrite the changes. You can try to download the settings and you will see the new values you defined for the system. (It is easier to download the settings you have made, than modify this file and upload again, instead of manually editing the fields in the frontend.) Enjoy, ibrahim --- Oliver Buckie <buckie(a)eversys.de> wrote: > Aaah haaa, many thanks ibrahim. OK, I have now edited > "..\otrs\Kernel\Output\HTML\Standard\AgentTicketPhoneNew.dtl" > and "AgentTicketEmail.dtl" uncommenting the relevant lines. > > I also added to my "..\otrs\Kernel\Config.pm" the > following: > > $Self->{"TicketFreeKey1"} = { > '' => '-', > 'OS' => 'OS', > }; > > $Self->{"TicketFreeText1"} = { > '' => '-', > 'Windows 2000 Pro' => 'Windows 2000 Pro', > 'Windows 9x' => 'Windows 9x', > 'Windows NT Workstation' => 'Windows NT Workstation', > 'Windows XP Home' => 'Windows XP Home', > 'Windows XP Pro' => 'Windows XP Pro', > }; > > Now I see the new dropdowns when creating new Phone- or Email-Tickets > :O) > > Is this right what I am doing? Another clarification issue - I did > lots of this "TicketFreeKey..." > customisation through my browser (in Admin, System, SysConfig, ...). > is it true that I need to do it here as well as manually editing my > Config.pm and relevant .dtl files? Ibrahim, you didn't mention either > SysConfig or the Config.pm file - are theses stages not required then, > simply change the relevent .dtl files? > > Sorry, I'm new to OTRS and trying to understand how to customise it, > is there a FAQ on how to correctly customise particular views (new > tickets, replies etc.), easily explaining the stages and files to > edit. > > Thanks again for any help here. > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org] Im Auftrag von ibrahim ALIZ > Gesendet: Mittwoch, 25. Januar 2006 18:01 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: AW: [otrs] Search function for Customers in Tickets > > Hi Oliver, > > As I see, it is now time to read old questions in this list :p As far > as I experienced, you will be able to see the new defined fields after > commenting out. > Be sure that you are checking the correct .dtl file in the frontend. > > this info. may be helpful: > AgentTicketEmail.dtl = for new e-mail ticket AgentTicketCompose.dtl = > for composing a reply > > Kind Regards, > ibrahim > > > --- Oliver Buckie <buckie(a)eversys.de> wrote: > > > Hi Alex > > > > As Volker Lipper so kindly said, I starting going > through the whole > > admin manual! After some 200 pages I got to the > "Core: TicketFreeText" > > chapter - here I believe is my answer (or at least > part of it). > > > > Using Config Options: Ticket -> > > Core::TicketFreeText, I then enabled "TicketFreeKey1", > > "TicketFreeText1" etc. and added > various options. So > > good so far... > > > > ... however, I don't see the 'Free Fields' I have > defined, in the new > > ticket window. > > > > You mention I need to modify the source-code in my > DTL-files of my > > ticket-compose-webpages. Having done a some > research, I've uncommented > > the relevant lines in > > > "..\otrs\Kernel\Output\HTML\Standard\AgentTicketCompose.dtl". > > I also think I need to change something in > "..\otrs\Kernel\Config.pm" > > but I'm confused as to exactly what? > > > > I hate asking so many questions but I'm finding it > very difficult to > > do customisations because I'm either not finding > the documentation or > > am not reading it right. > > > > Sorry, but I would appreciate any further help > here. > > Thanks. > > > > -----Ursprüngliche Nachricht----- > > Von: otrs-bounces(a)otrs.org > > [mailto:otrs-bounces@otrs.org] Im Auftrag von > Alexander Scholler > > Gesendet: Dienstag, 24. Januar 2006 16:41 > > An: User questions and discussions about OTRS.org > > Betreff: Re: AW: [otrs] Search function for > Customers in Tickets > > > > Hi Oliver, > > > > > Regarding what you said about looking in the > > manual... > > > I did, but was not really sure what to look > for! > > > There are lots of customising I would like to > do, > > > > I think the official manuals are really not bad, > but should be much > > more detailed due to the fact that so many people > wan't to customize > > their OTRS to their very specific needs. > > I think a wiki would be helpful, a german > inofficial wiki is just > > being released. I hope it can help merging all the > existing > > OTRS-admin-known-how around the world in one > place. > > > > > what's the best way of doing this > > > > Right now, I suggest to use side-specific > google-search on > > lists.otrs.org. > > > > > I am also no programmer and thought lots can be > done via a browser > > (in Admin, System, SysConfig...). > > For instance, I would like to add a few drop down > lists when creating > > a new "Phone-Ticket" or "Email-Ticket" > > i.e. "Software" and "Hardware" dropdown lists > populated with > > pre-defined values - I have no idea where to > start... > > > > You have to use free text fields and modify your > DTL-files (you have > > to modify the source-code very > > slightly) of your ticket-compose-webpages => > search the > > Mailing-archives for details... > > > > 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/ > > > > > > _______________________________________________ > > 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/ > > > > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.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/ > > === message truncated === __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.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/

1 0

"Re: Contents of otrs digest..."
by Simonetta Bonfa' 26 Jan '06

26 Jan '06

1 0

AW: AW: AW: [otrs] Search function for Customers in Tickets
by Oliver Buckie 26 Jan '06

26 Jan '06

Aaah haaa, many thanks ibrahim. OK, I have now edited "..\otrs\Kernel\Output\HTML\Standard\AgentTicketPhoneNew.dtl" and "AgentTicketEmail.dtl" uncommenting the relevant lines. I also added to my "..\otrs\Kernel\Config.pm" the following: $Self->{"TicketFreeKey1"} = { '' => '-', 'OS' => 'OS', }; $Self->{"TicketFreeText1"} = { '' => '-', 'Windows 2000 Pro' => 'Windows 2000 Pro', 'Windows 9x' => 'Windows 9x', 'Windows NT Workstation' => 'Windows NT Workstation', 'Windows XP Home' => 'Windows XP Home', 'Windows XP Pro' => 'Windows XP Pro', }; Now I see the new dropdowns when creating new Phone- or Email-Tickets :O) Is this right what I am doing? Another clarification issue - I did lots of this "TicketFreeKey..." customisation through my browser (in Admin, System, SysConfig, ...). is it true that I need to do it here as well as manually editing my Config.pm and relevant .dtl files? Ibrahim, you didn't mention either SysConfig or the Config.pm file - are theses stages not required then, simply change the relevent .dtl files? Sorry, I'm new to OTRS and trying to understand how to customise it, is there a FAQ on how to correctly customise particular views (new tickets, replies etc.), easily explaining the stages and files to edit. Thanks again for any help here. -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ibrahim ALIZ Gesendet: Mittwoch, 25. Januar 2006 18:01 An: User questions and discussions about OTRS.org Betreff: Re: AW: AW: [otrs] Search function for Customers in Tickets Hi Oliver, As I see, it is now time to read old questions in this list :p As far as I experienced, you will be able to see the new defined fields after commenting out. Be sure that you are checking the correct .dtl file in the frontend. this info. may be helpful: AgentTicketEmail.dtl = for new e-mail ticket AgentTicketCompose.dtl = for composing a reply Kind Regards, ibrahim --- Oliver Buckie <buckie(a)eversys.de> wrote: > Hi Alex > > As Volker Lipper so kindly said, I starting going through the whole > admin manual! After some 200 pages I got to the "Core: TicketFreeText" > chapter - here I believe is my answer (or at least part of it). > > Using Config Options: Ticket -> > Core::TicketFreeText, I then enabled > "TicketFreeKey1", "TicketFreeText1" etc. and added various options. So > good so far... > > ... however, I don't see the 'Free Fields' I have defined, in the new > ticket window. > > You mention I need to modify the source-code in my DTL-files of my > ticket-compose-webpages. Having done a some research, I've uncommented > the relevant lines in > "..\otrs\Kernel\Output\HTML\Standard\AgentTicketCompose.dtl". > I also think I need to change something in "..\otrs\Kernel\Config.pm" > but I'm confused as to exactly what? > > I hate asking so many questions but I'm finding it very difficult to > do customisations because I'm either not finding the documentation or > am not reading it right. > > Sorry, but I would appreciate any further help here. > Thanks. > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Scholler > Gesendet: Dienstag, 24. Januar 2006 16:41 > An: User questions and discussions about OTRS.org > Betreff: Re: AW: [otrs] Search function for Customers in Tickets > > Hi Oliver, > > > Regarding what you said about looking in the > manual... > > I did, but was not really sure what to look for! > > There are lots of customising I would like to do, > > I think the official manuals are really not bad, but should be much > more detailed due to the fact that so many people wan't to customize > their OTRS to their very specific needs. > I think a wiki would be helpful, a german inofficial wiki is just > being released. I hope it can help merging all the existing > OTRS-admin-known-how around the world in one place. > > > what's the best way of doing this > > Right now, I suggest to use side-specific google-search on > lists.otrs.org. > > > I am also no programmer and thought lots can be done via a browser > (in Admin, System, SysConfig...). > For instance, I would like to add a few drop down lists when creating > a new "Phone-Ticket" or "Email-Ticket" > i.e. "Software" and "Hardware" dropdown lists populated with > pre-defined values - I have no idea where to start... > > You have to use free text fields and modify your DTL-files (you have > to modify the source-code very > slightly) of your ticket-compose-webpages => search the > Mailing-archives for details... > > 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/ > > > _______________________________________________ > 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/ > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.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/

3 2

Configuring the system through the web interface
by Oliver Buckie 26 Jan '06

26 Jan '06

Dear All I need to customise certain areas for agents ie. New Phone- or Email-Tickets. I would like to add a few drop downs such as "OS" and "Software". However, I'm confused about the correct way of achieving this, because although it kind of works, I don't understand why! This is what I did: 1. I found the relevant "TicketFreeText" sections and changed "TicketFreeKey1" & "TicketFreeText1" (via Admin, System, SysConfig...). 2. I manually changed the relevant "..\otrs\Kernel\Output\HTML\Standard\AgentTicketPhoneNew.dtl" and "AgentTicketEmail.dtl" files, uncommenting the relevant lines: <tr> <td class="contentkey">$Data{"TicketFreeKeyField1"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField1"}</td> </tr> 3. Finally, I also added to my "..\otrs\Kernel\Config.pm" the following: $Self->{"TicketFreeKey1"} = { '' => '-', 'Hardware' => 'Hardware', }; $Self->{"TicketFreeText1"} = { '' => '-', 'Server' => 'Server', 'Workstation' => 'Workstation', 'Laptop' => 'Laptop', 'PDA' => 'PDA', }; I now have 2 dropdown boxes, one with just a selection "Hardware" and the other with selections "Server, Workstation...". What I wanted to achieve was a label "Hardware" and then a dropdown with "Server...". Also, do I really have follow all these stages? I also think my scripts are a little wrong. I'm also confused about is which files the admin through the web interface changes. Many thanks for your help - I've tried my best, but now I need wisdom :O)

1 0

SLA
by shawn.beasley＠dlh.de 26 Jan '06

26 Jan '06

Hello Everyone, and the next mind-boggling question: Is anyone implementing Service Level Agreements in OTRS? I was wondering how this can be implemented to ensure that our ticket do not exceed our current SLA's. I appreciate any and all comments and thank you all again for a wonderful source of knowledge here by this mailer. I hope that I can someday be helpful here as well and not always be the "leech". Vielen Dank, Shawn Beasley Support - IT 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: <mailto:shawn.beasley@dlh.de> shawn.beasley(a)dlh.de Web: <http://www.cfc-callcenter.de/> http://www.cfc-callcenter.de

2 1

Follow-ups
by Florian 25 Jan '06

25 Jan '06

Hello everyone, I already asked questions about follow-ups but I think I just understand where my problem is. I want to get notifications about follow-ups when an agent adds a follow-up (phone call for example) not only when a customer adds one. Is it possible or is the follow-ups' notifications limited to customers ? Thanks !! -- Florian

1 0

AW: [otrs] Team Leaders
by shawn.beasley＠dlh.de 25 Jan '06

25 Jan '06

So, Thanks for all the input, I think that I have found the solution. """Company Tickets are viewable for users with the same customerID. You can put several users into one group, i.e. for a company, when you give them the same customerID""" This was in an archive from this mailer, and it seems to be working without a lot of complicated programming from config.pm or database changes. Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Buchner, Daniel Gesendet: Sonntag, 15. Januar 2006 23:24 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Team Leaders Hi, how about you give your Team Leaders access to perform searches? That way all they have to do is go to "Search" and then specify the last 24 hours (1 day etc etc) and they will be able to see how many tickets were created. Alternatively, you could give them access to run reports and print/graph the incoming tickets to their screen(s)? rgs, Dan On Sat, 2006-01-14 at 01:47 +1100, shawn.beasley(a)dlh.de wrote: Dear all, I have team leaders that will login to the customer.pl to check tickets that are open. They will need to see all tickets that have been created. This is available by the company ticket option, but I am not sure where to set this up. Can anyone assist me in this? Vielen Dank, Shawn Beasley Support - IT 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 <http://www.cfc-callcenter.de/> plain text document attachment (ATT1286154.txt), "ATT1286154.txt" _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting fr Ihr OTRS System? => http://www.otrs.de/ Daniel Buchner BigPond Operations Desk: +61 2 8255 0618 Mobile:+61 428 225 476 Email: daniel.buchner(a)team.telsra.com

1 0

AW: AW: [otrs] Search function for Customers in Tickets
by Oliver Buckie 25 Jan '06

25 Jan '06

Hi Alex As Volker Lipper so kindly said, I starting going through the whole admin manual! After some 200 pages I got to the "Core: TicketFreeText" chapter - here I believe is my answer (or at least part of it). Using Config Options: Ticket -> Core::TicketFreeText, I then enabled "TicketFreeKey1", "TicketFreeText1" etc. and added various options. So good so far... ... however, I don't see the 'Free Fields' I have defined, in the new ticket window. You mention I need to modify the source-code in my DTL-files of my ticket-compose-webpages. Having done a some research, I've uncommented the relevant lines in "..\otrs\Kernel\Output\HTML\Standard\AgentTicketCompose.dtl". I also think I need to change something in "..\otrs\Kernel\Config.pm" but I'm confused as to exactly what? I hate asking so many questions but I'm finding it very difficult to do customisations because I'm either not finding the documentation or am not reading it right. Sorry, but I would appreciate any further help here. Thanks. -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Scholler Gesendet: Dienstag, 24. Januar 2006 16:41 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] Search function for Customers in Tickets Hi Oliver, > Regarding what you said about looking in the manual... > I did, but was not really sure what to look for! > There are lots of customising I would like to do, I think the official manuals are really not bad, but should be much more detailed due to the fact that so many people wan't to customize their OTRS to their very specific needs. I think a wiki would be helpful, a german inofficial wiki is just being released. I hope it can help merging all the existing OTRS-admin-known-how around the world in one place. > what's the best way of doing this Right now, I suggest to use side-specific google-search on lists.otrs.org. > I am also no programmer and thought lots can be done via a browser (in Admin, System, SysConfig...). For instance, I would like to add a few drop down lists when creating a new "Phone-Ticket" or "Email-Ticket" i.e. "Software" and "Hardware" dropdown lists populated with pre-defined values - I have no idea where to start... You have to use free text fields and modify your DTL-files (you have to modify the source-code very slightly) of your ticket-compose-webpages => search the Mailing-archives for details... 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

Using latest FC3 RPM on FC4 causes apache startup to fail
by Stephen Ritter 25 Jan '06

25 Jan '06

Heads up, there is a problem using the latest FC3 rpm on FC4 -- it seems the mod_perl rpm now only includes Apache2::Reload and the otrs.conf file demands Apache::Reload. It looks like the otrs code can handle either module, its just the apache configuration file that causes problems. If left unchanged apache fails with a message like this: [Tue Jan 24 16:04:10 2006] [error] Can't locate Apache/Reload.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 82) line 3.\n Hope this helps. (BTW, the fix is simple, just change Apache::Reload to Apache2::Reload in two places in the otrs.conf file. --Steve

2 1

Tickets with multiple linked customers
by Eric Veltman 25 Jan '06

25 Jan '06

Hello everyone, Question : Does anyone know a way to link a single ticket to multiple customers ? Or at least display it in the customer frontend for multiple customers ? Background : We want to be able to provide more feedback to our customer on the progress of tickets. If a ticket is acknowledged as a valid bug report or enhancement request, we create/link it to associated development tasks in our SCM system's issue tracking, and move the ticket to a queue where it will stay until the associated issues have gone through the whole SCM system's issue tracking flow. To improve feedback, we want to create an integration between our SCM system's issue tracking and OTRS, so that - amongst other things - tickets will automatically move to a different queue if the state of an associated issue changes in the SCM system. To keep this integration straightforward, we want to have a 1:1 mapping of tickets to development task(s). For that, we want to introduce a clearer distinction between customer problem tickets and development task tickets in our OTRS system. Development task tickets will map 1:1 to issues in AccuRev, our SCM system, and each contain a single development task. If a customer problem ticket contains valid bug report(s) or enhancement request(s), we will link the customer problem ticket to existing development task(s) and/or link it to new development task ticket(s). We would like our customers to see the development task tickets, but, as far as I can see, tickets can only be linked to one customer. Best regards, Eric

1 0

RE: [otrs] Match criterias in filter creation
by Patrik Forsberg 25 Jan '06

25 Jan '06

Those, from the looks of it, are all parts of a mail header. Likely is that you can filter on anything in the header and perhaps the body. > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of ibrahim ALIZ > Sent: Wednesday, January 25, 2006 12:03 PM > To: otrs(a)otrs.org > Subject: [otrs] Match criterias in filter creation > > Hi All, > > While describing new filters for the tickets there are > criterias > like: > > Error-to, Importance, In-Reply-to, List-Archive, > List-id, Organization, Precedence, Reply-To, Replyto, > Resent-From, > Resent-to, X-Mailer.. > > What meaning do these variables have?? There is no > information > in the doc. related to these variables. > > Hope there is someone knows what they mean :) > > Thanks for your time, > > ibrahim ALIZ > > conVISUAL A.G. > Oberhausen, Germany > > > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.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/ >

1 0

Match criterias in filter creation
by ibrahim ALIZ 25 Jan '06

25 Jan '06

Hi All, While describing new filters for the tickets there are criterias like: Error-to, Importance, In-Reply-to, List-Archive, List-id, Organization, Precedence, Reply-To, Replyto, Resent-From, Resent-to, X-Mailer.. What meaning do these variables have?? There is no information in the doc. related to these variables. Hope there is someone knows what they mean :) Thanks for your time, ibrahim ALIZ conVISUAL A.G. Oberhausen, Germany __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

Microsoft SQL server
by Jason Loven 25 Jan '06

25 Jan '06

Is anyone out there running OTRS with it backending into Microsoft SQL server? -Jason

2 1

AW: [otrs] Win install without admin privileges?
by Oliver Buckie 24 Jan '06

24 Jan '06

Hi Gordon >From my understanding of Windows XP, if you don't have full Admin rights on the local PC, you will have problems installing most software. Tasks such as global registration, installation of new software applications, and reconfiguring devices require administrative privileges on the local XP PC. There might be 'hacks' around this - try googling. BTW, I have successfully installed the Win pre-packaged binaries on a Windows XP PC as a user with full admin rights - had no problems at all. Good luck. ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Gordon Pedersen Gesendet: Dienstag, 24. Januar 2006 16:02 An: otrs(a)otrs.org Betreff: [otrs] Win install without admin privileges? Has anyone successfully installed the Win pre-packaged binaries (OTRS / perl / apache2 bundle) as a user who cannot get administrative rights on the PC? 1. This means, among other things, that I must put everything somewhere under the "C:\Documents and Settings\" directory. I tried to get around the perl complaints about spaces in that path by using "C:\Docume~1\" ; perl still complained about the special character there, but may have installed okay second time around. 2. Apache does not seem to run (the http://localhost/otrs/installer.pl gave a " The page cannot be displayed " message). during the course of installation. 3. And my lack of admin privilege may have effects that I do not really understand on my ability to update the registry. Is this true? I know little about how Windows XP imposes controls in this area. --- Gordon Pedersen 763-732-6526 UBH EDI Golden Valley, MN This e-mail, including attachments, may include confidential and/or proprietary information, and may be used only by the person or entity to which it is addressed. If the reader of this e-mail is not the intended recipient or his or her authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this e-mail is prohibited. If you have received this e-mail in error, please notify the sender by replying to this message and delete this e-mail immediately.

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AW: [otrs] Search function for Customers in Tickets
by Oliver Buckie 24 Jan '06

24 Jan '06

Thanks Marco, changed the following in Config/Defaults.pm CustomerUserSearchFields => ['login', 'last_name', 'customer_id', 'first_name', 'email'], Now works great ;o) Regarding what you said about looking in the manual... I did, but was not really sure what to look for! There are lots of customising I would like to do, what's the best way of doing this - I am also no programmer and thought lots can be done via a browser (in Admin, System, SysConfig...). For instance, I would like to add a few drop down lists when creating a new "Phone-Ticket" or "Email-Ticket" i.e. "Software" and "Hardware" dropdown lists populated with pre-defined values - I have no idea where to start... ... thanks for your support -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Marco Geweke Gesendet: Dienstag, 24. Januar 2006 14:52 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Search function for Customers in Tickets Hi! Oliver Buckie wrote: > Is there a way to extend this "Search Customer" button so that > searching can be done on 'any' of the fields of a Customer? Look for "CustomerUserSearchFields" in the Config/Defaults.pm for an example. Many of your questions are answered in the manuals or easy to solve, if you look in the config files. Greetings Marco _______________________________________________ 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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Win install without admin privileges?
by Gordon Pedersen 24 Jan '06

24 Jan '06

Has anyone successfully installed the Win pre-packaged binaries (OTRS / perl / apache2 bundle) as a user who cannot get administrative rights on the PC? 1. This means, among other things, that I must put everything somewhere under the "C:\Documents and Settings\" directory. I tried to get around the perl complaints about spaces in that path by using "C:\Docume~1\" ; perl still complained about the special character there, but may have installed okay second time around. 2. Apache does not seem to run (the http://localhost/otrs/installer.pl gave a " The page cannot be displayed " message). during the course of installation. 3. And my lack of admin privilege may have effects that I do not really understand on my ability to update the registry. Is this true? I know little about how Windows XP imposes controls in this area. --- Gordon Pedersen 763-732-6526 UBH EDI Golden Valley, MN This e-mail, including attachments, may include confidential and/or proprietary information, and may be used only by the person or entity to which it is addressed. If the reader of this e-mail is not the intended recipient or his or her authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this e-mail is prohibited. If you have received this e-mail in error, please notify the sender by replying to this message and delete this e-mail immediately.

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Search function for Customers in Tickets
by Oliver Buckie 24 Jan '06

24 Jan '06

If I wish to create a new Phone- or Email-Ticket, there is the ability to put the customer's "Lastname" (or part of it) in the "From:" field and click on the "Search Customer" button to find the correct person. Unfortunately, searching on "Firstname" or "CustomerID" does not work. Is there a way to extend this "Search Customer" button so that searching can be done on 'any' of the fields of a Customer? Thanks for your feedback.

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AW: AW: [otrs] Admin button gone for root@localhost
by Oliver Buckie 24 Jan '06

24 Jan '06

Thanks for the feedback Volker. That's my point, surely through the browswer interface I should be able initiate tasks and the "back-end" bit is automatically done. Just like if I add new groups or users, they are automatically created and rights etc. are set. Surely, if I then decide to rename them, everything should also be automatically done? ... if this is not possible, which files do I need to change (with regard to Group name change)? Thanks for your help. ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Volker.Lipper(a)de.mecglobal.com Gesendet: Dienstag, 24. Januar 2006 12:37 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] Admin button gone for root@localhost i dont think that this is a bug. if you want to rename any "system groups" feel free to do so. but dont forget to rename it everywhere. in the db. in the sources...... Li otrs-bounces(a)otrs.org schrieb am 24.01.2006 11:47:00: > Hi Danie > > Well, I re-ran installer.pl, deleted my old otrs db and created a > new one from fresh. Yes, root@localhost now has the Admin button back ;o)... > > ... I know what my initial problem was... I renamed the "admin" > group to "mycompany admin". As soon as one does this, root@localhost > or any other member of the "admin" (now "mycompany admin") group no > longer has the Admin button. Surely this is a bug? > > Any ideas? > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag > von Danie Theron > Gesendet: Dienstag, 24. Januar 2006 09:41 > An: User questions and discussions about OTRS.org > Betreff: RE: [otrs] Admin button gone for root@localhost > > Hi , > > I'm afraid I don't have an easy answer for you , best I can think of > (if you haven't already reinstalled) is to reinstall. > > There's a Defaults.pm file in /Kernel/Config with some helpful info > , just copy whatever you need into your Config.pm > > Alternatively set "$Self->{'SecureMode'} = 0" in your Config.pm and > run the installer.pl again. > > HTH > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > > Of Oliver Buckie > > Sent: 23 January 2006 07:15 PM > > To: User questions and discussions about OTRS.org > > Subject: AW: [otrs] Admin button gone for root@localhost > > Importance: High > > > > Hi Danie, I still have not managed to change my root@localhost rights. > > Not sure which Config.pm file to change and what code within. Any > > further feedback would be really appeciated. Thanks. > > > > -----Ursprüngliche Nachricht----- > > Von: Oliver Buckie > > Gesendet: Montag, 23. Januar 2006 13:39 > > An: 'User questions and discussions about OTRS.org' > > Betreff: AW: [otrs] Admin button gone for root@localhost > > > > Yep, you've got it - I played around with Group settings! I done a > > quick search for Config.pm and found 9 in different dirs. Please > > advise which one I need to edit and which command line - is it > > "$Self->{'SecureMode'} = 0;" > > > > Thanks > > > > > -----Ursprüngliche Nachricht----- > > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag > > von Danie Theron > > Gesendet: Montag, 23. Januar 2006 13:32 > > An: User questions and discussions about OTRS.org > > Betreff: RE: [otrs] Admin button gone for root@localhost > > > > Hmmm , did you fiddle around with the Group settings by any chance? > > Best would be to set your Security to 0 in Config.pm , and start over > > :P > > > > Maybe create a "superuser" account to avoid such things... > > > > My 2c > > > > > -----Original Message----- > > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > > > Of Oliver Buckie > > > Sent: 23 January 2006 02:24 PM > > > To: otrs(a)otrs.org > > > Subject: [otrs] Admin button gone for root@localhost > > > > > > I've been 'playing' with OTRS 2.0.4 (installed on a Windows platform). > > > Logged in as root@localhost and through the Admin menu, I setup many > > > system-wide settings. I rebooted my server, logged in again as > > > root@localhost and the "Admin" button has disappeared! Aaahhh, now I > > > can't continue with the system setup - what have I done wrong and > > > how can I fix it? > > > > > > Many thanks for your help. > > > _______________________________________________ > > > 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/ > > _______________________________________________ > 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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Indexing and Database Questions
by Kizito Porta Balanyà 24 Jan '06

24 Jan '06

Hello; I'm newbie and I have some questions: 1) I think that OTRS index the words of incoming & outgoing mails. Does OTRS index the contents of attached files? Does OTRS support indexing of pdf attached files and other formats? 2) Each attached file, is it archived inside the database or outside the database? So, if it is archived inside the DB, how the DB will grow? If a customer sends to me a 500 MB exe file, my DB will grow 500 MB? 3) Is version 5 of mysql supported? Is it recommended? Thanks a lot.

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AW: [otrs] Company & Contact confusion
by Oliver Buckie 24 Jan '06

24 Jan '06

Another question... When I go to the "[ Customer Users <-> Groups ]" link, I get the following error: Warning: Sorry, feature not activ! Comment: CustomerGroupSupport needs to be activ in Kernel/Config.pm, read more about this feature in the documentation. Take care! What do I need to do and why should I take care?! -----Ursprüngliche Nachricht----- Von: Oliver Buckie Gesendet: Montag, 23. Januar 2006 18:11 An: 'User questions and discussions about OTRS.org' Betreff: AW: [otrs] Company & Contact confusion Thanks for your feedback Richard. So, when I compose a new email or phone call ticket, is it true that if I use the "Search Customer" button, I can only search for persons (employees of a company) and not customers (ie.. a company name)? If so, is there anyway I can change this so that I can search on customer group? We have customers (companies calling us) and often different employees from the same customer. I would like an easy way of managing this... any ideas? Thanks again for your help. -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Richard Mollel Gesendet: Montag, 23. Januar 2006 17:02 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Company & Contact confusion I would say create customer groups...(which in this case, would be the Companies) and in them, make individual members (employees of each company) members of that group. _Thanks Richard --- Oliver Buckie <buckie(a)eversys.de> wrote: > I am new to OTRS and trying to understand how I best setup my > Customers within the system. > > We have many Customers (these are actual Companies / Firms and not > persons). Each "Customer" can have more than one "Contact" (actual > persons / individuals working within the Company). > In OTRS I only find a > "Customer" creation page refering to actual perons. > > 1. How do I setup actual Companies which can have Contacts persons > associated? > > 2. How do I link Contact Persons to Companies? > > 3. Can I create a Company profile (with contact details such as > address, main tel & fax...) and then link Contacts to this? > > ... have I mis-understood how OTRS should be implemented? Thanks for > your clarification of these matters. > _______________________________________________ > 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/ > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.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/

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AW: [otrs] Admin button gone for root@localhost
by Oliver Buckie 24 Jan '06

24 Jan '06

Hi Danie Well, I re-ran installer.pl, deleted my old otrs db and created a new one from fresh. Yes, root@localhost now has the Admin button back ;o)... ... I know what my initial problem was... I renamed the "admin" group to "mycompany admin". As soon as one does this, root@localhost or any other member of the "admin" (now "mycompany admin") group no longer has the Admin button. Surely this is a bug? Any ideas? -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Danie Theron Gesendet: Dienstag, 24. Januar 2006 09:41 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Admin button gone for root@localhost Hi , I'm afraid I don't have an easy answer for you , best I can think of (if you haven't already reinstalled) is to reinstall. There's a Defaults.pm file in /Kernel/Config with some helpful info , just copy whatever you need into your Config.pm Alternatively set "$Self->{'SecureMode'} = 0" in your Config.pm and run the installer.pl again. HTH > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Oliver Buckie > Sent: 23 January 2006 07:15 PM > To: User questions and discussions about OTRS.org > Subject: AW: [otrs] Admin button gone for root@localhost > Importance: High > > Hi Danie, I still have not managed to change my root@localhost rights. > Not sure which Config.pm file to change and what code within. Any > further feedback would be really appeciated. Thanks. > > -----Ursprüngliche Nachricht----- > Von: Oliver Buckie > Gesendet: Montag, 23. Januar 2006 13:39 > An: 'User questions and discussions about OTRS.org' > Betreff: AW: [otrs] Admin button gone for root@localhost > > Yep, you've got it - I played around with Group settings! I done a > quick search for Config.pm and found 9 in different dirs. Please > advise which one I need to edit and which command line - is it > "$Self->{'SecureMode'} = 0;" > > Thanks > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag > von Danie Theron > Gesendet: Montag, 23. Januar 2006 13:32 > An: User questions and discussions about OTRS.org > Betreff: RE: [otrs] Admin button gone for root@localhost > > Hmmm , did you fiddle around with the Group settings by any chance? > Best would be to set your Security to 0 in Config.pm , and start over > :P > > Maybe create a "superuser" account to avoid such things... > > My 2c > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > > Of Oliver Buckie > > Sent: 23 January 2006 02:24 PM > > To: otrs(a)otrs.org > > Subject: [otrs] Admin button gone for root@localhost > > > > I've been 'playing' with OTRS 2.0.4 (installed on a Windows platform). > > Logged in as root@localhost and through the Admin menu, I setup many > > system-wide settings. I rebooted my server, logged in again as > > root@localhost and the "Admin" button has disappeared! Aaahhh, now I > > can't continue with the system setup - what have I done wrong and > > how can I fix it? > > > > Many thanks for your help. > > _______________________________________________ > > 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/ _______________________________________________ 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] Admin button gone for root@localhost
by Danie Theron 24 Jan '06

24 Jan '06

Hi , I'm afraid I don't have an easy answer for you , best I can think of (if you haven't already reinstalled) is to reinstall. There's a Defaults.pm file in /Kernel/Config with some helpful info , just copy whatever you need into your Config.pm Alternatively set "$Self->{'SecureMode'} = 0" in your Config.pm and run the installer.pl again. HTH > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Oliver Buckie > Sent: 23 January 2006 07:15 PM > To: User questions and discussions about OTRS.org > Subject: AW: [otrs] Admin button gone for root@localhost > Importance: High > > Hi Danie, I still have not managed to change my root@localhost rights. Not > sure which Config.pm file to change and what code within. Any further > feedback would be really appeciated. Thanks. > > -----Ursprüngliche Nachricht----- > Von: Oliver Buckie > Gesendet: Montag, 23. Januar 2006 13:39 > An: 'User questions and discussions about OTRS.org' > Betreff: AW: [otrs] Admin button gone for root@localhost > > Yep, you've got it - I played around with Group settings! I done a quick > search for Config.pm and found 9 in different dirs. Please advise which > one I need to edit and which command line - is it "$Self->{'SecureMode'} = > 0;" > > Thanks > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von > Danie Theron > Gesendet: Montag, 23. Januar 2006 13:32 > An: User questions and discussions about OTRS.org > Betreff: RE: [otrs] Admin button gone for root@localhost > > Hmmm , did you fiddle around with the Group settings by any chance? Best > would be to set your Security to 0 in Config.pm , and start over :P > > Maybe create a "superuser" account to avoid such things... > > My 2c > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > > Of Oliver Buckie > > Sent: 23 January 2006 02:24 PM > > To: otrs(a)otrs.org > > Subject: [otrs] Admin button gone for root@localhost > > > > I've been 'playing' with OTRS 2.0.4 (installed on a Windows platform). > > Logged in as root@localhost and through the Admin menu, I setup many > > system-wide settings. I rebooted my server, logged in again as > > root@localhost and the "Admin" button has disappeared! Aaahhh, now I > > can't continue with the system setup - what have I done wrong and how > > can I fix it? > > > > Many thanks for your help. > > _______________________________________________ > > 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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RE: AW: [otrs] Receiving emails via POP3 accounts
by Thomas Nilsen 24 Jan '06

24 Jan '06

Why not just collect the emails via Exchange as you have done, and then collect them using the POP3 service against your Exchange server from OTRS. Just make sure POP3 is enabled on your Exchange box. You can test this by doing a telnet to port 110 from any client on your network to your exchange server. If you get a prompt, the POP3 service is running. If the connection times out, you will need to enable POP3 and start it. I haven't installed OTRS on windows so I don't know if it creates any default scheduled jobs or not. But if there is no scheduled jobs, you will need to add the postmaster.pl script as a scheduled job at whatever interval you need. This is done using the Scheduled tasks icon from the Control Panel. Regards, Thomas -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Oliver Buckie Sent: Monday, January 23, 2006 6:13 PM To: User questions and discussions about OTRS.org Subject: AW: AW: [otrs] Receiving emails via POP3 accounts OK - I'll stop Exchange collecting the POP emails from the ISP and get OTRS to collect the emails. The problem is, how do I do this in Windows??? -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ibrahim ALIZ Gesendet: Montag, 23. Januar 2006 16:02 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] Receiving emails via POP3 accounts Hi Oliver, As I know: It is not be possible to get the mails using Microsoft's Exchange Server since OTRS uses pure POP3 acc. while Exchange Server using an additional IMAP protocol, try to use a pure POP3 acc. like a gmx acc. enjoy, ibrahim --- Oliver Buckie <buckie(a)eversys.de> wrote: > Hi Daniel > > Thanks for your feeback. I did setup the POP3 accounts in the Admin > Interface. However, how I setup a cron job as a scheduled Windows task > is my problem - not sure how to do it? > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org] Im Auftrag von Danie Theron > Gesendet: Montag, 23. Januar 2006 13:32 > An: User questions and discussions about OTRS.org > Betreff: RE: [otrs] Receiving emails via POP3 accounts > > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org] On Behalf Of > > Oliver Buckie > > Sent: 23 January 2006 01:52 PM > > To: otrs(a)otrs.org > > Subject: [otrs] Receiving emails via POP3 accounts > > > > I have installed OTRS 2.0.4 on a Windows platform. > In our environment, > > we have an Exchange 2003 server which collects > emails from POP3 > accounts > > at an ISP. > > > > In OTRS, I have configured some POP3 accounts via > the admin interface > > (PostMaster POP3 Account). Now I am ready to > collect mails (either > from > > the Exchange server or ISP), but I don't know how! > I've read that one > > can manually execute "./bin/PostMasterPOP3.pl" or > setup a cron job for > > "var/cron/postmaster_pop3.dist", but in a Windows > environment, I don't > > know how to do this. > > > > I would really appreciate your feedback - I am > totally new to OTRS - > > please go easy with me ;O) > > > > Hi Oliver , > > Easiest way would be through the Admin Interface ( > POP3 Accounts) , just go enter your POP3 account details. > > As for the cron jobs , I think you should be able to run it in a batch > job (I'm running Linux so not familiar with the win32 ver) :) > > HTH. > > Daniel > > _______________________________________________ > 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/ > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.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/ _______________________________________________ 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.

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AW: [otrs] Admin button gone for root@localhost
by Oliver Buckie 23 Jan '06

23 Jan '06

Hi Danie, I still have not managed to change my root@localhost rights. Not sure which Config.pm file to change and what code within. Any further feedback would be really appeciated. Thanks. -----Ursprüngliche Nachricht----- Von: Oliver Buckie Gesendet: Montag, 23. Januar 2006 13:39 An: 'User questions and discussions about OTRS.org' Betreff: AW: [otrs] Admin button gone for root@localhost Yep, you've got it - I played around with Group settings! I done a quick search for Config.pm and found 9 in different dirs. Please advise which one I need to edit and which command line - is it "$Self->{'SecureMode'} = 0;" Thanks -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Danie Theron Gesendet: Montag, 23. Januar 2006 13:32 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Admin button gone for root@localhost Hmmm , did you fiddle around with the Group settings by any chance? Best would be to set your Security to 0 in Config.pm , and start over :P Maybe create a "superuser" account to avoid such things... My 2c > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Oliver Buckie > Sent: 23 January 2006 02:24 PM > To: otrs(a)otrs.org > Subject: [otrs] Admin button gone for root@localhost > > I've been 'playing' with OTRS 2.0.4 (installed on a Windows platform). > Logged in as root@localhost and through the Admin menu, I setup many > system-wide settings. I rebooted my server, logged in again as > root@localhost and the "Admin" button has disappeared! Aaahhh, now I > can't continue with the system setup - what have I done wrong and how > can I fix it? > > Many thanks for your help. > _______________________________________________ > 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: AW: [otrs] Receiving emails via POP3 accounts
by Oliver Buckie 23 Jan '06

23 Jan '06

OK - I'll stop Exchange collecting the POP emails from the ISP and get OTRS to collect the emails. The problem is, how do I do this in Windows??? -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ibrahim ALIZ Gesendet: Montag, 23. Januar 2006 16:02 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] Receiving emails via POP3 accounts Hi Oliver, As I know: It is not be possible to get the mails using Microsoft's Exchange Server since OTRS uses pure POP3 acc. while Exchange Server using an additional IMAP protocol, try to use a pure POP3 acc. like a gmx acc. enjoy, ibrahim --- Oliver Buckie <buckie(a)eversys.de> wrote: > Hi Daniel > > Thanks for your feeback. I did setup the POP3 accounts in the Admin > Interface. However, how I setup a cron job as a scheduled Windows task > is my problem - not sure how to do it? > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org] Im Auftrag von Danie Theron > Gesendet: Montag, 23. Januar 2006 13:32 > An: User questions and discussions about OTRS.org > Betreff: RE: [otrs] Receiving emails via POP3 accounts > > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org] On Behalf Of > > Oliver Buckie > > Sent: 23 January 2006 01:52 PM > > To: otrs(a)otrs.org > > Subject: [otrs] Receiving emails via POP3 accounts > > > > I have installed OTRS 2.0.4 on a Windows platform. > In our environment, > > we have an Exchange 2003 server which collects > emails from POP3 > accounts > > at an ISP. > > > > In OTRS, I have configured some POP3 accounts via > the admin interface > > (PostMaster POP3 Account). Now I am ready to > collect mails (either > from > > the Exchange server or ISP), but I don't know how! > I've read that one > > can manually execute "./bin/PostMasterPOP3.pl" or > setup a cron job for > > "var/cron/postmaster_pop3.dist", but in a Windows > environment, I don't > > know how to do this. > > > > I would really appreciate your feedback - I am > totally new to OTRS - > > please go easy with me ;O) > > > > Hi Oliver , > > Easiest way would be through the Admin Interface ( > POP3 Accounts) , just go enter your POP3 account details. > > As for the cron jobs , I think you should be able to run it in a batch > job (I'm running Linux so not familiar with the win32 ver) :) > > HTH. > > Daniel > > _______________________________________________ > 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/ > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.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/

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AW: [otrs] Company & Contact confusion
by Oliver Buckie 23 Jan '06

23 Jan '06

Thanks for your feedback Richard. So, when I compose a new email or phone call ticket, is it true that if I use the "Search Customer" button, I can only search for persons (employees of a company) and not customers (ie.. a company name)? If so, is there anyway I can change this so that I can search on customer group? We have customers (companies calling us) and often different employees from the same customer. I would like an easy way of managing this... any ideas? Thanks again for your help. -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Richard Mollel Gesendet: Montag, 23. Januar 2006 17:02 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Company & Contact confusion I would say create customer groups...(which in this case, would be the Companies) and in them, make individual members (employees of each company) members of that group. _Thanks Richard --- Oliver Buckie <buckie(a)eversys.de> wrote: > I am new to OTRS and trying to understand how I best setup my > Customers within the system. > > We have many Customers (these are actual Companies / Firms and not > persons). Each "Customer" can have more than one "Contact" (actual > persons / individuals working within the Company). > In OTRS I only find a > "Customer" creation page refering to actual perons. > > 1. How do I setup actual Companies which can have Contacts persons > associated? > > 2. How do I link Contact Persons to Companies? > > 3. Can I create a Company profile (with contact details such as > address, main tel & fax...) and then link Contacts to this? > > ... have I mis-understood how OTRS should be implemented? Thanks for > your clarification of these matters. > _______________________________________________ > 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/ > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.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/

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Company & Contact confusion
by Oliver Buckie 23 Jan '06

23 Jan '06

I am new to OTRS and trying to understand how I best setup my Customers within the system. We have many Customers (these are actual Companies / Firms and not persons). Each "Customer" can have more than one "Contact" (actual persons / individuals working within the Company). In OTRS I only find a "Customer" creation page refering to actual perons. 1. How do I setup actual Companies which can have Contacts persons associated? 2. How do I link Contact Persons to Companies? 3. Can I create a Company profile (with contact details such as address, main tel & fax...) and then link Contacts to this? ... have I mis-understood how OTRS should be implemented? Thanks for your clarification of these matters.

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RE: [otrs] Attach FAQ next page problem.
by David Hathiramani 23 Jan '06

23 Jan '06

Dear All, For your information, this annoying bug was fixed by the latest update... but if you are still using 2.03, then look at bug 863 on bug.otrs.org. It shows a fix that works. Remember to restart apache after, because it seems to keep the old version in memory until restarted. Cheers David ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Hathiramani Sent: 20 January 2006 16:23 To: otrs(a)otrs.org Subject: FW: [otrs] Attach FAQ next page problem. Dear All, Anyone fixed the FAQ next page problem? Cheers David ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Hathiramani Sent: 10 January 2006 15:57 To: otrs(a)otrs.org Subject: [otrs] Attach FAQ next page problem. Dear All, Sorry if this has been answered before, I have trawled the list and can't find a solution. After an FAQ item is attached, or even looked at from within the reply to customer screen, the next page that is displayed after the response is sent is the FAQ search page not the Queue page. I like the function, but have seen that page so many times I hate it. There is an added annoyance in that there are no buttons at the top of the page, so you have to click back twice on the browser to get back to the Queue page. Its probably some little setting that needs to be altered. While I am on FAQ's, is there a away to automatically attach FAQ attachments to the response. It seems to leave these out - if not it would be a good enhancement. Cheers David David Hathiramani Systems Support (Applications) Eden Brown Recruitment, Training & Consultancy, Managed Services 222 Bishopsgate, London, EC2M 4QD T 020 7422 7300 F 0845 434 9573 d.hathiramani(a)edenbrown.com <mailto:d.hathiramani@edenbrown.com> www.edenbrown.com <http://www.edenbrown.com/> Voted as one of The Sunday Times Best Small Companies to Work For 2005. Winner - Best National Recruitment Agency Website Award - National Online Recruitment Awards 2004 Winner - The Best Innovator Award - Britain's most innovative small to medium business - ATKearney and The Business 2004 Winner - Best Public Sector Recruitment Agency - Recruiter Awards for Excellence 2004 www.edenbrown.com/awardwinning for more information on our award winning success. ________________________________ Attention: Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited.Please address any enquiries regarding this notice to:-helpdesk@edenbrown.com <mailto:-helpdesk@edenbrown.com> This e-mail message has been scanned and cleared by MailMarshal - www.marshalsoftware.com ________________________________ 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 Voted as one of The Sunday Times Best Small Companies to Work For 2005 Winner - Best National Recruitment Agency Website Award - National Online Recruitment Awards 2004 Winner - The Best Innovator Award - Britain's most innovative small to medium business - ATKearney and The Business 2004 Winner - Best Public Sector Recruitment Agency - Recruiter Awards for Excellence 2004 www.edenbrown.com/awardwinning for more information on our award winning success. ________________________________ Attention: Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited.Please address any enquiries regarding this notice to:-helpdesk@edenbrown.com <mailto:-helpdesk@edenbrown.com> This e-mail message has been scanned and cleared by MailMarshal - www.marshalsoftware.com ________________________________ Voted as one of The Sunday Times Best Small Companies to Work For 2005 Winner - Best National Recruitment Agency Website Award - National Online Recruitment Awards 2004 Winner - The Best Innovator Award - Britain's most innovative small to medium business - ATKearney and The Business 2004 Winner - Best Public Sector Recruitment Agency - Recruiter Awards for Excellence 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

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Ticket -> Core::TicketFreeText
by ibrahim ALIZ 23 Jan '06

23 Jan '06

Hi All, Is there a limit on the drop-down lists that are used for the free fields - while defining the new ticket properties? Best Regards, ibrahim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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AW: [otrs] Receiving emails via POP3 accounts
by Oliver Buckie 23 Jan '06

23 Jan '06

Hi Daniel Thanks for your feeback. I did setup the POP3 accounts in the Admin Interface. However, how I setup a cron job as a scheduled Windows task is my problem - not sure how to do it? -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Danie Theron Gesendet: Montag, 23. Januar 2006 13:32 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Receiving emails via POP3 accounts > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Oliver Buckie > Sent: 23 January 2006 01:52 PM > To: otrs(a)otrs.org > Subject: [otrs] Receiving emails via POP3 accounts > > I have installed OTRS 2.0.4 on a Windows platform. In our environment, > we have an Exchange 2003 server which collects emails from POP3 accounts > at an ISP. > > In OTRS, I have configured some POP3 accounts via the admin interface > (PostMaster POP3 Account). Now I am ready to collect mails (either from > the Exchange server or ISP), but I don't know how! I've read that one > can manually execute "./bin/PostMasterPOP3.pl" or setup a cron job for > "var/cron/postmaster_pop3.dist", but in a Windows environment, I don't > know how to do this. > > I would really appreciate your feedback - I am totally new to OTRS - > please go easy with me ;O) > Hi Oliver , Easiest way would be through the Admin Interface ( POP3 Accounts) , just go enter your POP3 account details. As for the cron jobs , I think you should be able to run it in a batch job (I'm running Linux so not familiar with the win32 ver) :) HTH. Daniel _______________________________________________ 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] Admin button gone for root@localhost
by Oliver Buckie 23 Jan '06

23 Jan '06

Yep, you've got it - I played around with Group settings! I done a quick search for Config.pm and found 9 in different dirs. Please advise which one I need to edit and which command line - is it "$Self->{'SecureMode'} = 0;" Thanks -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Danie Theron Gesendet: Montag, 23. Januar 2006 13:32 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Admin button gone for root@localhost Hmmm , did you fiddle around with the Group settings by any chance? Best would be to set your Security to 0 in Config.pm , and start over :P Maybe create a "superuser" account to avoid such things... My 2c > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Oliver Buckie > Sent: 23 January 2006 02:24 PM > To: otrs(a)otrs.org > Subject: [otrs] Admin button gone for root@localhost > > I've been 'playing' with OTRS 2.0.4 (installed on a Windows platform). > Logged in as root@localhost and through the Admin menu, I setup many > system-wide settings. I rebooted my server, logged in again as > root@localhost and the "Admin" button has disappeared! Aaahhh, now I > can't continue with the system setup - what have I done wrong and how > can I fix it? > > Many thanks for your help. > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > =http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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RE: [otrs] Admin button gone for root@localhost
by Danie Theron 23 Jan '06

23 Jan '06

Hmmm , did you fiddle around with the Group settings by any chance? Best would be to set your Security to 0 in Config.pm , and start over :P Maybe create a "superuser" account to avoid such things... My 2c > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Oliver Buckie > Sent: 23 January 2006 02:24 PM > To: otrs(a)otrs.org > Subject: [otrs] Admin button gone for root@localhost > > I've been 'playing' with OTRS 2.0.4 (installed on a Windows platform). > Logged in as root@localhost and through the Admin menu, I setup many > system-wide settings. I rebooted my server, logged in again as > root@localhost and the "Admin" button has disappeared! Aaahhh, now I > can't continue with the system setup - what have I done wrong and how > can I fix it? > > Many thanks for your help. > _______________________________________________ > 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] Receiving emails via POP3 accounts
by Danie Theron 23 Jan '06

23 Jan '06

> -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Oliver Buckie > Sent: 23 January 2006 01:52 PM > To: otrs(a)otrs.org > Subject: [otrs] Receiving emails via POP3 accounts > > I have installed OTRS 2.0.4 on a Windows platform. In our environment, > we have an Exchange 2003 server which collects emails from POP3 accounts > at an ISP. > > In OTRS, I have configured some POP3 accounts via the admin interface > (PostMaster POP3 Account). Now I am ready to collect mails (either from > the Exchange server or ISP), but I don't know how! I've read that one > can manually execute "./bin/PostMasterPOP3.pl" or setup a cron job for > "var/cron/postmaster_pop3.dist", but in a Windows environment, I don't > know how to do this. > > I would really appreciate your feedback - I am totally new to OTRS - > please go easy with me ;O) > Hi Oliver , Easiest way would be through the Admin Interface ( POP3 Accounts) , just go enter your POP3 account details. As for the cron jobs , I think you should be able to run it in a batch job (I'm running Linux so not familiar with the win32 ver) :) HTH. Daniel

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Admin button gone for root@localhost
by Oliver Buckie 23 Jan '06

23 Jan '06

I've been 'playing' with OTRS 2.0.4 (installed on a Windows platform). Logged in as root@localhost and through the Admin menu, I setup many system-wide settings. I rebooted my server, logged in again as root@localhost and the "Admin" button has disappeared! Aaahhh, now I can't continue with the system setup - what have I done wrong and how can I fix it? Many thanks for your help.

1 0

Receiving emails via POP3 accounts
by Oliver Buckie 23 Jan '06

23 Jan '06

I have installed OTRS 2.0.4 on a Windows platform. In our environment, we have an Exchange 2003 server which collects emails from POP3 accounts at an ISP. In OTRS, I have configured some POP3 accounts via the admin interface (PostMaster POP3 Account). Now I am ready to collect mails (either from the Exchange server or ISP), but I don't know how! I've read that one can manually execute "./bin/PostMasterPOP3.pl" or setup a cron job for "var/cron/postmaster_pop3.dist", but in a Windows environment, I don't know how to do this. I would really appreciate your feedback - I am totally new to OTRS - please go easy with me ;O)

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Filtering of empty From/To field
by Alexander Kardailsky 22 Jan '06

22 Jan '06

Dear all, Is it possible to create rule that will filter emails with empty or non-existent header fields, like From or To? -- Best regards, Alexander

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Re: Active Directory/LDAP authentication problem
by mmaki＠adelphia.net 21 Jan '06

21 Jan '06

Make sure you understand your schema and can test the results (returned records) you want using LDIFDE.EXE from Windows. That was the key to my success. I was able to get OTRS to connect to our AD LDAP and only get the 2,000 or so records from our OU out of a domain of over 10,000 records. Make sure you have the e-mail field in AD filled in. That set me back a while. Since we use Notes the e-mail field was empty and we had to fill them in with the correct address to get it work right. The instructions in the 1.3 manual are right one.... Good Luck!

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PostmasterFollowUpState
by Luca Corti 21 Jan '06

21 Jan '06

Hello, I woder which are the valid values for the PostmasterFollowUpState configuration parameter. By default it is set to 'open', which causes closed tickets to be reopened upon followup. I'd like to avoid state changes on followup by the customer. Is there a value which leaves the ticket state untouched? thanks -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: Incorrectly configured static routes on the corerouters.

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Status Change when customer follows up Howto?
by KartheeK 21 Jan '06

21 Jan '06

Hello Everybody, Can anybody tell me if we have a way to change the status or queue of a ticket, when there is a followup mail from the customer.... Regards KartheeK Send instant messages to your online friends http://in.messenger.yahoo.com

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RE: [otrs] Active Directory/LDAP authentication problem
by Hames, Joel 21 Jan '06

21 Jan '06

When I say that I have made progress, I am mostly referring to a login screen with no response with I type in a username and password, to one that says, "No User Data!" to the error message I posted previously. Each time it seems like I recognize some little improvement that I can make, based on other's experiences. This latest error seems to have something to do with connecting to LDAP, or in where it is looking in AD. I still, though, haven't seen another working AD/LDAP config.pm other than the one in the documentation. One other thing is that my users are in separate OUs, so I am not sure if I need multiple entries for this in the configuration, or if it will start from a BaseDN and search downwards. Here's my config.pm (at least, the relevant portions): # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = 'D:/Programs/OTRS/otrs'; # **************************************************** # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # **************************************************** # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'tammain.tuhsd.edu'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=tuhsd,DC=edu'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS,ou=Administrative,ou=TUHSD,dc=TUHSD,dc=edu'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'XXXXXXXX'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'tammain.tuhsd.edu'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=TUHSD,dc=tuhsd,dc=edu'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS,ou=Administrative,ou=TUHSD,dc=TUHSD,dc=edu'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'XXXXXXXX!'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'tammail.tuhsd.edu', BaseDN => 'ou=TUHSD,dc=tuhsd,dc=edu', SSCOPE => 'sub', UserDN => 'cn=OTRS,ou=Administrative,ou=TUHSD,dc=TUHSD,dc=edu', UserPw => 'XXXXXXXX', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => 'sAMAccountName', 'cn', 'mail', CustomerUserSearchFields => 'sAMAccountName', 'cn', 'mail', CustomerUserPostMasterSearchFields => 'mail', CustomerUserNameFields => 'givenname', 'sn', Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # Joel Hames Director of Technology Tamalpais Union High School District jhames(a)tamdistrict.org (415) 945-3798

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Error in system log
by Jason Loven 20 Jan '06

20 Jan '06

I'm getting the following error in our system log. I'm not sure what's generating it. Fri Jan 20 15:45:26 2006 error OTRS-CGI-10 Found no $QueueID for Tech Services! I grep'd the OTRS directory and can't find any reference to OTRS-CGI-10. Can anyone offer a clue where to look? -Jason

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Re: [otrs] Status Change when customer follows up Howto?
by Jeff Baughn 20 Jan '06

20 Jan '06

You can do it in 2.0.4 without touching the files. Use the SysConfig interface!!! Click the SysConfig link in the Admin...System section. Pull up the Ticket Group from the Group Selection dropdown and choose Core::Postmaster. You want to change the PostmasterFollowUpState option to open|closed|or whatever else you want it to be. HTH -Jeff > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Richard Mollel > Sent: Friday, January 20, 2006 7:51 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Status Change when customer follows up Howto? > > Mmmhhh...are you running version 2.0.4? > I grep -i FollowUpState in whole of Kernel/System dir, > no answer! > Then I searched even for the word "open" in the > Postmaster.pm, no answer either.. > > I need that solution. > > _thanks > > Richard > > > --- KartheeK <kartheekpn(a)yahoo.co.in> wrote: > >> Hello, >> >> There is this setting in: >> /opt/otrs/Kernel/System/PostMaster.pm >> >> # PostmasterFollowUpState >> # (The state if a ticket got a follow up.) >> [default: open] >> $Self->{PostmasterFollowUpState} = 'open'; >> >> As we see the default setting is open; change this >> to the desired state... >> This should work.. Myself yet to test.... >> >> Regards >> KartheeK >> >> >> >> Richard Hinkamp - BeSite <richard(a)besite.nl> wrote: >> Please share your solution! :) >> >> Richard >> >> KartheeK wrote: >> > Ho Great-OTRS, I got a quick solution: I found a >> configuration setting in >> >opt/otrs/Kernel/System/PostMaster.pm / . OTRS is >> really a great >> > application.... >> _______________________________________________ >> 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/ >> >> >> >> Send instant messages to your online friends >> http://in.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/ > > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.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/ >

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FW: [otrs] Attach FAQ next page problem.
by David Hathiramani 20 Jan '06

20 Jan '06

Dear All, Anyone fixed the FAQ next page problem? Cheers David ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Hathiramani Sent: 10 January 2006 15:57 To: otrs(a)otrs.org Subject: [otrs] Attach FAQ next page problem. Dear All, Sorry if this has been answered before, I have trawled the list and can't find a solution. After an FAQ item is attached, or even looked at from within the reply to customer screen, the next page that is displayed after the response is sent is the FAQ search page not the Queue page. I like the function, but have seen that page so many times I hate it. There is an added annoyance in that there are no buttons at the top of the page, so you have to click back twice on the browser to get back to the Queue page. Its probably some little setting that needs to be altered. While I am on FAQ's, is there a away to automatically attach FAQ attachments to the response. It seems to leave these out - if not it would be a good enhancement. Cheers David David Hathiramani Systems Support (Applications) Eden Brown Recruitment, Training & Consultancy, Managed Services 222 Bishopsgate, London, EC2M 4QD T 020 7422 7300 F 0845 434 9573 d.hathiramani(a)edenbrown.com <mailto:d.hathiramani@edenbrown.com> www.edenbrown.com <http://www.edenbrown.com/> Voted as one of The Sunday Times Best Small Companies to Work For 2005. Winner - Best National Recruitment Agency Website Award - National Online Recruitment Awards 2004 Winner - The Best Innovator Award - Britain's most innovative small to medium business - ATKearney and The Business 2004 Winner - Best Public Sector Recruitment Agency - Recruiter Awards for Excellence 2004 www.edenbrown.com/awardwinning for more information on our award winning success. ________________________________ Attention: Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited.Please address any enquiries regarding this notice to:-helpdesk@edenbrown.com <mailto:-helpdesk@edenbrown.com> This e-mail message has been scanned and cleared by MailMarshal - www.marshalsoftware.com ________________________________ 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 Voted as one of The Sunday Times Best Small Companies to Work For 2005 Winner - Best National Recruitment Agency Website Award - National Online Recruitment Awards 2004 Winner - The Best Innovator Award - Britain's most innovative small to medium business - ATKearney and The Business 2004 Winner - Best Public Sector Recruitment Agency - Recruiter Awards for Excellence 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 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

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Queue to group/user relationship
by Jason Loven 20 Jan '06

20 Jan '06

I just want to clarify my understanding of groups and queues... Is there a one-to-one relationship of queues to groups? Meaning that you can only associate a queue with a single group? I'm trying to understand how queues become available to agent users. I created a new user and gave them read-only access to a group or groups then they can see the queues that are also associated with that group correct? That appears to be the case. So to state it more plainly: Groups have a one-to-many relationship to queues?

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RE: [otrs] Moving from DB tol file storage for attachments
by Thomas Nilsen 20 Jan '06

20 Jan '06

Thanks Björn, That did the trick. Thomas -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Björn Wiberg Sent: Friday, January 20, 2006 3:18 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Moving from DB tol file storage for attachments Hello Thomas! On Fri, 20 Jan 2006, Thomas Nilsen wrote: > $Self->{TicketStorageModule} = > 'Kernel::System::Ticket::ArticleStorageFS'; > $Self->{ArticleDir} = '/opt/otrs/var/article'; For OTRS 2, try the following instead: # ArticleStorageFS ticket/article storage instead of default ArticleStorageDB ticket/article storage $Self->{'Ticket::StorageModule'} = 'Kernel::System::Ticket::ArticleStorageFS'; I believe the OTRS 2 documentation erroneously states the 1.3 syntax in the examples; also for the TicketIndexAccelerator examples. Hope this helps! Best regards, Björn 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.

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