- otrs - OTRS mailing lists

OTRS addons?
by Jason Loven 20 Jan '06

20 Jan '06

Has anyone written some OTRS addons etc that might be of use to other OTRS users? Examples: 1. More advanced statistics reporting. 2. MRTG graphing of stats. 3. Integration with groupware systems. 4. Import/Export to/from Excel etc. I'm using vanilla out of the box right now but I'm curious what others might be doing with it. I'd like to get my mitts on some samples of how to hook in and extract things from the database. Particularly the MRTG graphing interests me right now. -Jason

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Moving from DB tol file storage for attachments
by Thomas Nilsen 20 Jan '06

20 Jan '06

Hopefully this is something trivial. We're running v2.0.2 and have been using the default DB storage for Attachments. However, we would like to switch to filestorage. So I've added the following entries to /opt/otrs/Kernel/Config.pm and restarted apache. $Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStorageFS'; $Self->{ArticleDir} = '/opt/otrs/var/article'; Hoverwe, OTRS is still storing all attachments in the DB table, and the article/ directory is as empty as ever. File permission on the articles directory is: drwxrwsr-x 2 otrs apache Do I need to change or add other settings to force all attachments to be dumped to FS rather than DB? Regards, Thomas 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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Customer Notify when Status --> Closed How?
by KartheeK 20 Jan '06

20 Jan '06

Hello All, I want to know if there is a way to automatically shoot an email to the customer ONLY when the status is CLOSED... Regards KartheeK Send instant messages to your online friends http://in.messenger.yahoo.com

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Help Regardin Call Closing
by Prafulla Kumar H.S. 20 Jan '06

20 Jan '06

Hi, I have installed and configured OTRS. Now I want to know about the availability of following feature: As soon as agent closes the ticket, one internal note is generated and call originator is not getting any mail/message. Is it possible to convert this option of internal note to mail so that it can reach ticket originator as well as the person who has assigned call. Thanks, Prafulla

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StaticDB TicketIndexAccelerator getting out of sync
by Björn Wiberg 20 Jan '06

20 Jan '06

Hi! We've tried to adopt the StaticDB TicketIndexAccelerator for our OTRS 2.0.4, and it works most of the time, but every now and then it gets "out of sync" so that OTRS displays that there is a larger number of new cases in some queues than there actually are. Emptying the index tables and then running the RebuildTicketIndex.pl script seems to fix things, for a while, until they go bad again. Has anyone come across this? We're using MySQL 4.1 with (InnoDB) under Debian. I also noticed that under Debian, a cron job, /etc/cron.d/otrs_rebuild_ticket_index, rebuilds the index every night: 01 01 * * * otrs test -x $HOME/bin/RebuildTicketIndex.pl && $HOME/bin/RebuildTicketIndex.pl >> /dev/null I'm wondering what the purpose of this is? Does the ticket index table not have any other means of auto-purge? I also read in the OTRS manual that this may become an issue when one has 80000+ tickets in total or 6000+ open tickets. Does anyone have experience of this? We're running a daily optimization of some of the ticket tables, as suggested by the tuning section of the OTRS manual: 10 1 * * * root if [ -x /usr/bin/mysql ]; then echo 'OPTIMIZE TABLE `otrsstudentdb`.`article`, `otrsstudentdb`.`ticket`, `otrsstudentdb`.`ticket_history`;' | /usr/bin/mysql > /dev/null ; fi Will this help alleviate some of the potential performance problems when having a large number of tickets in the database? Thankful for any tips or hints! Best regards, Björn

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RE: [otrs] Agent reply to ticket notification
by Peter van Beugen 19 Jan '06

19 Jan '06

If you don't want to use the system, why all that trouble?? Just use Outlook.... But you can better USE OTRS and have all the nice things, all you can not get in Outlook. Especially when you have more than one or two agents handling the tickets. So let them log in OTRS and use it to its full power. They will enjoy it! Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Peake, Jeremy Verzonden: donderdag 19 januari 2006 17:15 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] Agent reply to ticket notification Oops, let me clarify I can do 1-3 fine. #4 isn't working for me. Instead of going to the OTRS web and composing the email there, can the agent simply reply to the notification in order to get a response to the user (using Outlook, not logging into the OTRS system) -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Mollel Sent: Thursday, January 19, 2006 9:48 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Agent reply to ticket notification OTRS can do all four.... #3 can is achievable via compose email on the ticket screen. Infact, i have found out that i can have pre-composed replies and select which one to use, if you do encounter repetitive questions. _Thanks Richard --- "Peake, Jeremy" <Jeremy.Peake(a)bassettmechanical.com> wrote: > Can OTRS do this: > > 1) A user sends in a ticket via email. > > 2) The queue agent gets a notification (via email) with the ticket > details > > 3) The agent replies to the ticket notification with a response to the > user > > 4) The OTRS server adds the agent response to the ticket and sends it > to the original user > > > It looks like it does everything except send the agent's response back > to the user > > > Thanks > Jeremy P > > _______________________________________________ > OTRS mailing 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/

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RE: [otrs] Agent reply to ticket notification
by Peake, Jeremy 19 Jan '06

19 Jan '06

Oops, let me clarify I can do 1-3 fine. #4 isn't working for me. Instead of going to the OTRS web and composing the email there, can the agent simply reply to the notification in order to get a response to the user (using Outlook, not logging into the OTRS system) -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Mollel Sent: Thursday, January 19, 2006 9:48 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Agent reply to ticket notification OTRS can do all four.... #3 can is achievable via compose email on the ticket screen. Infact, i have found out that i can have pre-composed replies and select which one to use, if you do encounter repetitive questions. _Thanks Richard --- "Peake, Jeremy" <Jeremy.Peake(a)bassettmechanical.com> wrote: > Can OTRS do this: > > 1) A user sends in a ticket via email. > > 2) The queue agent gets a notification (via email) with the ticket > details > > 3) The agent replies to the ticket notification with a response to the > user > > 4) The OTRS server adds the agent response to the ticket and sends it > to the original user > > > It looks like it does everything except send the agent's response back > to the user > > > Thanks > Jeremy P > > _______________________________________________ > OTRS mailing 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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Agent reply to ticket notification
by Peake, Jeremy 19 Jan '06

19 Jan '06

Can OTRS do this: 1) A user sends in a ticket via email. 2) The queue agent gets a notification (via email) with the ticket details 3) The agent replies to the ticket notification with a response to the user 4) The OTRS server adds the agent response to the ticket and sends it to the original user It looks like it does everything except send the agent's response back to the user Thanks Jeremy P

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RE: [otrs] Active Directory/LDAP authentication problem
by Mike Pietersen 19 Jan '06

19 Jan '06

I've followed everything to the sample config that it is listed in the otrs 1.3 AD documentation, but it still doesn't work. I believe I've correctly entered my information, but I may not have. Here's my config.pm ... again. # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'root'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgrSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/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'} = 'asf-fp1.allstatefastener.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=allstatefastener,dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=Users,dc=allstatefastener,dc=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'asfcorp02'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'asf-fp1.allstatefastener.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=allstatefastener,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,cn=Users,dc=allstatefastener,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'asfcorp02'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'asf-fp1.allstatefastener.local', BaseDN => 'dc=allstatefastener,dc=local', SSCOPE => 'sub', UserDN => 'cn=otrs,cn=Users,dc=allstatefastener,dc=local', UserPw => 'asfcorp02', }, 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' ], ], # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { #ldap host Host => 'asf-fp1.allstatefastener.local', #ldap base dn BaseDN => 'cn=Users, dc=allstatefastener, dc=local', #search scope (one|sub) SSCOPE => 'sub', #The following is valid but would only be necessary if the #anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=otrs, cn=Users, dc=allstatefastener, dc=local', UserPw => 'asfcorp02', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, 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' ], ], }; 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 Luca Corti Sent: Thursday, January 19, 2006 9:38 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Active Directory/LDAP authentication problem On Thu, 2006-01-19 at 09:35 -0500, Mike Pietersen wrote: > Does ANYONE have a working/authenticating AD/LDAP config.pm that they > can post? For Agents or Customers? You can find detailed instructions in the 1.3 manual. HTH -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: Electricians made popcorn in the power supply _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] Active Directory/LDAP authentication problem
by Mike Pietersen 19 Jan '06

19 Jan '06

Does ANYONE have a working/authenticating AD/LDAP config.pm that they can post? If I don't get OTRS working soon, I'm going to have to can the project and find something else (which I don't want to do, because I happen to like OTRS). Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388

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RE: [otrs] rpm for fedora core 4 ? [solved]
by Mike Pietersen 19 Jan '06

19 Jan '06

Just incase you have problems after you get that far, remember to disable SELINUX. You can run $ setenforce 0 (will reset itself after a reboot) or the more permanent option... $ vi /etc/sysconfig/selinux And change the SELINUX variable from ENFORCED to DISABLED I spent a week trying to figure out why my initial installation wouldn't log in, and SELINUX was blocking it the whole time. 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 Guido Leisker Sent: Wednesday, January 18, 2006 9:51 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] rpm for fedora core 4 ? [solved] I only had to update the skript to the actual version of the otrs sourcecode, now it works. Thank you very much! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] Active Directory/LDAP authentication problem
by Mike Pietersen 19 Jan '06

19 Jan '06

Joel, Please post your config.pm. When you say you've made some progress, what does that mean exactly. Have you been able to have your customer end authenticate at all with AD? I'm trying to do the same thing, but seem to be having problems aswell, so a sample config.pm to compare mine to would be helpful. Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388 ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Hames, Joel Sent: Tuesday, January 17, 2006 6:47 PM To: otrs(a)otrs.org Subject: [otrs] Active Directory/LDAP authentication problem I have made some progress in getting this working, but I now have this error on my customer login screen: IO::Socket::INET: connect: Unknown error at D:/Programs/OTRS/otrs//Kernel/System/CustomerUser/LDAP.pm line 63. I am not sure if this is an inability to connect problem, or if it is an inability to authenticate against Active Directory. I can post my config.pm, if necessary. Thank you, Joel Hames Director of Technology Tamalpais Union High School District jhames(a)tamdistrict.org (415) 945-3798

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Setting state of a single ticket
by Richard Hinkamp - BeSite 19 Jan '06

19 Jan '06

Hi, When I select multiple tickets for a bulk action I can update the state to lots of different states. I use that for eaxample to remove a set of tickets (with the removed state). If I want to update the state of a single ticket I have several links to click, like merge, close, pending, but not for "removed". Is there a way to update the state of a single ticket to another state? I would like this for removing a single ticket, but also to set the state of a removed ticket back to "new" or "open". Kind regards, Richard Hinkamp

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Follow up notifications
by Jim Wight 19 Jan '06

19 Jan '06

Since upgrading from 1.1.1 to 2.0.4 I have noticed that followup notifications behave differently. In Preferences and under User Management the entry says: Follow up notification : (Send me a notification if a customer sends a follow up and I'm the owner of this ticket.) and that describes the position I was used to, but it is not what I see happening. Now, the owner of the ticket appears to be ignored, and notifications go to the agents who have the queue that the ticket is in in their My Queues list. Is 'Follow up notification' redundant now, or is the old behaviour configurable? If the latter, how? Jim

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AW: [otrs] Follow up notifications
by shawn.beasley＠dlh.de 19 Jan '06

19 Jan '06

Jim, Maybe to use this setting, it is required to turn of the queue messaging? This is Just a thought. 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 Jim Wight Gesendet: Donnerstag, 19. Januar 2006 11:36 An: otrs(a)otrs.org Betreff: [otrs] Follow up notifications Since upgrading from 1.1.1 to 2.0.4 I have noticed that followup notifications behave differently. In Preferences and under User Management the entry says: Follow up notification : (Send me a notification if a customer sends a follow up and I'm the owner of this ticket.) and that describes the position I was used to, but it is not what I see happening. Now, the owner of the ticket appears to be ignored, and notifications go to the agents who have the queue that the ticket is in in their My Queues list. Is 'Follow up notification' redundant now, or is the old behaviour configurable? If the latter, how? Jim _______________________________________________ OTRS mailing 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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charset in generated letters
by Mike Lykov 19 Jan '06

19 Jan '06

Hi all. I choose to email me new password from login page. OTRS send me letter with password and Content-Type: text/plain; charset="iso-8859-15" that letter contain a "greeting" (from account settings), and that greeting in koi8-r charset (as the test of my database). So, i can't see that greeting. Because I'm new user of OTRS, I have a question: How work with emails organized in it? if I send email with text/plain in koi8-r , it can parse & show it correct? In which charset it send all other emails (notifications, e.g) to me? Where I can fix setting of charset="iso-8859-15" ? (to Content-Type: text/plain; charset=koi8-r) Are new feature plan to add in OTRS - auto-detect the charset of emails corresponding to database charset, for example? -- Mike Lykov ISP Samtelecom, Administrator

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Problem with statistics in graph
by Rodrigo Morais 19 Jan '06

19 Jan '06

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Re: Active Directory/LDAP authentication problem
by M Maki 19 Jan '06

19 Jan '06

James, Post your config.pm. All you really need to post is the section that deals with LDAP. Looks like this is running on Windows? Mike > Message: 4 > Date: Tue, 17 Jan 2006 15:46:43 -0800 > From: "Hames, Joel" <jhames(a)tamdistrict.org> > Subject: [otrs] Active Directory/LDAP authentication problem > To: <otrs(a)otrs.org> > Message-ID: > <49CB3434FAB899479558F6AF0F8D931802D512B3(a)tammail.tuhsd.edu> > Content-Type: text/plain; charset="us-ascii" > > I have made some progress in getting this working, but I now have this > error on my customer login screen: > > IO::Socket::INET: connect: Unknown error at > D:/Programs/OTRS/otrs//Kernel/System/CustomerUser/LDAP.pm line 63. > > I am not sure if this is an inability to connect problem, or if it is an > inability to authenticate against Active Directory. I can post my > config.pm, if necessary. > > Thank you, > > Joel Hames > Director of Technology > Tamalpais Union High School District > jhames(a)tamdistrict.org > (415) 945-3798

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Re: [otrs] Customer Queue list
by Jeff Baughn 18 Jan '06

18 Jan '06

Create the Queues that you want customers to use in a "Customer" group and just put all CustomerUsers in that group. HTH -Jeff > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Franz Ferdinand Esberger > Sent: Wednesday, January 18, 2006 7:37 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Customer Queue list > > i am running into the same issue, thought about creating the dropdown > field in customer view as static, i can't think of another possibility > now, anybody else ? > > franzf > > Jason Loven wrote: > >> How do I limit what queues a customer can choose from when composing a >> new ticket? >> >> -Jason >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> OTRS mailing 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] Customer Queue list
by Seigafuse, Mike 18 Jan '06

18 Jan '06

I'm still on 1.3.2, but I'd be surprised if the config options to control this went away in newer versions... # CustomerPanelOwnSelection # (If this is in use, "just this selection is valid" for the CustomMessage.) $Self->{CustomerPanelOwnSelection} = { # # Queue => Frontend-Name 'Que 1' => 'Que 1', 'Que 2' => 'Que 2' }; -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Franz Ferdinand Esberger Sent: Wednesday, January 18, 2006 10:37 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Customer Queue list i am running into the same issue, thought about creating the dropdown field in customer view as static, i can't think of another possibility now, anybody else ? franzf Jason Loven wrote: > How do I limit what queues a customer can choose from when composing a > new ticket? > > -Jason > > >------------------------------------------------------------------------ > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support oder Consulting für Ihr OTRS System? >=> http://www.otrs.de/ > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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RE: [otrs] rpm for fedora core 4 ?
by Peter van Beugen 18 Jan '06

18 Jan '06

The RPM works fine, just change one thing: In /etc/apache2/conf.d/otrs.conf, change "Apache::Reload" to "Apache2::Reload", at lines 13 and 14. PerlModule Apache::Reload PerlInitHandler Apache::Reload ==> PerlModule Apache2::Reload PerlInitHandler Apache2::Reload Regards, Peter van Beugen directeur ICT Telecom Direct Almere BV -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Guido Leisker Verzonden: woensdag 18 januari 2006 14:22 Aan: otrs(a)otrs.org Onderwerp: [otrs] rpm for fedora core 4 ? Hi List, is there a rpm for FC4? The packages for FC 1/2/3 dont work on 4. 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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Change OTRS Installation
by Scott Sheridan 18 Jan '06

18 Jan '06

How difficult would it be to switch from the Linux based OTRS 2.4.2 to the Windows based OTRS? Is migrating the data a big deal. Scott

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Customer Queue list
by Jason Loven 18 Jan '06

18 Jan '06

How do I limit what queues a customer can choose from when composing a new ticket? -Jason

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rpm for fedora core 4 ?
by Guido Leisker 18 Jan '06

18 Jan '06

Hi List, is there a rpm for FC4? The packages for FC 1/2/3 dont work on 4. thanks

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Installing OTRS on a Windows System without installer
by Tissot, Thierry 18 Jan '06

18 Jan '06

Hello, I would like to install OTRS on a Windows 2000 system that already has Apache, Perl and mysql installed. Is there a doc or help to do that ? Thanks in advance Thierry

1 0

Core::TicketFreeText
by ibrahim ALIZ 18 Jan '06

18 Jan '06

Hi All, Is there a way for the agents to assign the values to the free fields while creating a ticket (instead of assigning them later for the created tickets, which is, as I know so far, the only possible way in OTRS). Hope someone has some knowlegde on this issue, it will be really helpful. Best Regards, 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

3 3

RE: [otrs] Reporting
by Jason Loven 18 Jan '06

18 Jan '06

Close...turns out it was far too obvious for me to see. I hadn't granted myself access to the stats group. Duh. I dunno how I missed that one but I'm espeically glad I got to share my cluelessness with the entire list. -----Original Message----- From: Seigafuse, Mike [mailto:mseigafuse@fcg.com] Sent: Tuesday, January 17, 2006 9:52 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Reporting Sounds like perhaps you haven't granted yourself rights to the FAQ module... -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, January 17, 2006 5:51 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Reporting Jason Loven wrote: > I must have a missing module then. Mine read (left to right) Logout, > Queue View, Phone-Ticket, Email-Ticket, Search, Preferences, Customer, > Bulk-Action.... I have in between Search and Preferences. 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/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

1 0

Passwords stored in clear text
by Torgeir Vidnes 18 Jan '06

18 Jan '06

Hi I noticed that some of the the passwords used in OTRS are stored in clear text in the config files, and therefore I am questioning the security in the program. I am especially worried about the PGP passphrase that is stored in clear text in the Kernel/Config/Files/ZZZAuto.pm file. Any ideas about how this can be improved? Regards, Torgeir Vidnes

1 0

Statistics / GD::Text and UTF-8
by Björn Wiberg 18 Jan '06

18 Jan '06

Hi! We're running OTRS 2.0.4 on Debian Sarge with MySQL 4.1 (which defaults to latin1 on Debian) under Apache 2.0 as CGI. The system is using "swedish" as its locale (sv_SE.iso-8859-1). Our OTRS installation is Unicode-enabled using $Self->{'DefaultCharset'} = 'utf-8'; in the configuration file. However, we're having problems with Swedish characters in queue names when viewing statistics. Statistics --> New Tickets --> CSV yields a iso-8859-1 encoded file. (Shouldn't this be UTF-8?) Statistics --> New Tickets --> Graph yields a graph where the Swedish characters are replaced by their two strange iso-8859-1 character "counterparts" instead of one, correct character. Could GD::Text or the font be at fault here? Statistics --> New Tickets --> Printer yields a table with "correct" queue names. Mozilla shows the page as UTF-8 encoded, although I cannot find anything about this in the HTML page itself. Shouldn't the page specify the character set used? Or does OTRS supply this through a Content-Type header instead? I have tried setting LC_ALL=sv_SE.UTF-8 and LANG=sv_SE.UTF-8 for the CGI script, in case this would affect things, but that didn't change anything. The queue names in the database also show the two-strange-characters-counterparts, as all tables etc. are latin1 and obviously OTRS has tried stuffing UTF-8 data into those. (I couldn't find anything in the database scripts supplied with OTRS indicating that the tables are set up to be UTF-8. Perhaps this shouldn't matter if one interprets the data correctly...) I would be grateful for any insights regarding this. Many thanks in advance! Best regards, Björn

3 4

Admin OTRS opening closed tickets
by Getchell, Adam 18 Jan '06

18 Jan '06

Hello all, Where is this setting kept? I'm getting tickets reopened automatically after they've been closed, and I'm unable to discern the reason. Doing a search in sysconfig for reopen doesn't return results. I note this question by Luca Corti was (so far) unanswered in regards to avoiding reopened tickets when a customer replies to the agent email message saying it has been closed. *************** * 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

2 1

RE: [otrs] Reporting
by Seigafuse, Mike 18 Jan '06

18 Jan '06

Sounds like perhaps you haven't granted yourself rights to the FAQ module... -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, January 17, 2006 5:51 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Reporting Jason Loven wrote: > I must have a missing module then. Mine read (left to right) > Logout, Queue View, Phone-Ticket, Email-Ticket, Search, > Preferences, Customer, Bulk-Action.... I have in between Search and Preferences. 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/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

1 0

Active Directory/LDAP authentication problem
by Hames, Joel 17 Jan '06

17 Jan '06

I have made some progress in getting this working, but I now have this error on my customer login screen: IO::Socket::INET: connect: Unknown error at D:/Programs/OTRS/otrs//Kernel/System/CustomerUser/LDAP.pm line 63. I am not sure if this is an inability to connect problem, or if it is an inability to authenticate against Active Directory. I can post my config.pm, if necessary. Thank you, Joel Hames Director of Technology Tamalpais Union High School District jhames(a)tamdistrict.org (415) 945-3798

1 0

RE: [otrs] Reporting
by Jason Loven 17 Jan '06

17 Jan '06

I must have a missing module then. Mine read (left to right) Logout, Queue View, Phone-Ticket, Email-Ticket, Search, Preferences, Customer, Bulk-Action.... :-\. -----Original Message----- From: Nils Breunese (Lemonbit Internet) [mailto:nils@lemonbit.nl] Sent: Tuesday, January 17, 2006 4:59 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Reporting Jason Loven wrote: > I'm running OTRS 2.0.4 on a FreeBSD box. Things are working basically > fine except I had thought there were supposed to be reports available. > Am I just missing something? I don't see any options to generate > reports of any sort. Or to graph statistics? I don't see any options > for that either. Sixth button from the left is statistics for me. 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/

2 1

Reporting
by Jason Loven 17 Jan '06

17 Jan '06

I'm running OTRS 2.0.4 on a FreeBSD box. Things are working basically fine except I had thought there were supposed to be reports available. Am I just missing something? I don't see any options to generate reports of any sort. Or to graph statistics? I don't see any options for that either. -Jason

2 1

Ticket ownership expiration/escalation question.
by Thought Fix 17 Jan '06

17 Jan '06

I've searched but I think I may be looking in the wrong place. Basically I want tickets that sit in an agent's queue for over 1 hour to "expire" back into the queue. If they sit in the queue more than 1 hour they get transferred to an "escalation" queue and the escalation staff is notified. Example: Lisa Agent contacts Customer Bob and creates a new ticket. Customer Bob replies six hours later. The ticket goes into Lisa Agent's queue. Lisa Agent is home asleep, so after an hour the ticket returns to the HelpDesk queue. HelpDesk graveyard shift fell asleep again, so an hour later the ticket gets forwarded to Helpdesk Escalated queue. My pager goes off, I run to the NOC and yell at people. Well the last part is not part of OTRS but it's what would happen. Help? ---Dan

2 2

2.0.4 No Escalation after DBUpdate?
by Kaiser Dr., Thomas (LfStaD) 17 Jan '06

17 Jan '06

Hi, We are doing an update from 1.3.2 to 2.0.4 and noticed on the test-system with the old DB, that old open tickets are no longer escalating. Is this intended to work so, or have we done some mistakes? Regards Thomas

1 0

What is link tickets?
by KartheeK 17 Jan '06

17 Jan '06

Hello Everybody, I cant understand what is linking two tickets useful? what happens if we are linking two tickets? Regards KartheeK --------------------------------- Yahoo! India Matrimony: Find your partner online. Go to http://yahoo.shaadi.com

4 3

Escalation Behaviour Changed ?
by Franz Ferdinand Esberger 17 Jan '06

17 Jan '06

Hello everybody, As of OTRS 2.0.4 something in the Escalation Behaviour changed, in v.1.3.x the Field <otrs_db>.ticket.ticket_answered was set to 1 if a ticket was answered. If a ticket reached the EscalationTime it escalated only if the mentioned value was not 1. In my actual Installation it happens that when an Agents answers a Ticket, no changes are made to <otrs_db>.ticket.ticket_answered. Even if i UPDATE this Field to 1 manually the ticket is going to escalate. Can anybody reproduce this or am i having problems with my particular installation ? If this new behaviour is a "Feature", not a Bug, does anybody know how i can get OTRS to not escalate answered tickets ? Any help would be appreciated. best regards franz f.

1 0

Problem with email subject
by Torgeir Vidnes 17 Jan '06

17 Jan '06

Hi When I create a new Email-Ticket in OTRS by clicking on the Email-Ticket icon on the menu, there is an extra "Re:" in the subject line, like this: Re: [Ticket#2005121310000194] Subject here This is a new email, and not a reply email, so I don't want the "Re:". Why is it there, and how can this be removed? Torgeir

3 3

Database modification
by ibrahim ALIZ 17 Jan '06

17 Jan '06

Hi All, Is it possible to connect and then modify OTRS database via JDBC, If it is what are the config. parameters? Best Regards, ibrahim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

windows install behind a router
by mykey lynx 16 Jan '06

16 Jan '06

I have successfully installed otrs, but unable to connect from another computer. i am useing a dynamic dns client on windows xp. The address im trying to hit is http://www.somedomain.com/otrs/login.pl is this correct? if it is then it must be ports what ports do i have to open in order to make otrs work? Thanks : )

3 2

Error: Need LockID!
by Richard Hinkamp - BeSite 16 Jan '06

16 Jan '06

Hi, In my log I get this line: [Mon Jan 16 19:24:05 2006][Error][Kernel::System::Ticket::LockSet][2555] Need LockID! What does it mean and why does it occur? Kind regards, Richard Hinkamp

1 0

Changing "Ticket#" to something else on the Subject line?
by Björn Wiberg 16 Jan '06

16 Jan '06

Hi! Does anyone know if it is possible to change the appearance of the subject line, reading "Ticket#123456" by default, to something else, e.g. "MySystem#123456"? Thanks in advance! Best regards, Björn

3 3

Reg: Queues & SubQueues Differences??
by KartheeK 16 Jan '06

16 Jan '06

Hello All, Can anybody of you tell me, if there is any differences in the behavior of queues and subqueues.?? How or where is the concept of "SubQueues" useful ?? Regards KartheeK Send instant messages to your online friends http://in.messenger.yahoo.com

1 0

Where can I get a listing of all OTRS variables e.g. <OTRS_USER, <OTRS_CUST
by Michael Belz 16 Jan '06

16 Jan '06

Gang, Where can I get a complete listing of all the system defined variables i.e. <OTRS_FIRSTNAME[10}> etc. they have them for almost everything, but right now I have to search other admin section or the config files to find them all, very time consuming, is there a listing of all variable? Thank you Thank you, Michael W. Belz Jr. Systems Administrator, Sky River Management (702) 336-9418 AIM: SimbaSRM

2 1

Team Leaders
by shawn.beasley＠dlh.de 16 Jan '06

16 Jan '06

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: <mailto:shawn.beasley@dlh.de> shawn.beasley(a)dlh.de Web: <http://www.cfc-callcenter.de/> http://www.cfc-callcenter.de

3 2

AW: [otrs] Changing priority
by shawn.beasley＠dlh.de 16 Jan '06

16 Jan '06

Hello Jennifer, Try this selection: Config Options: Ticket -> Frontend::Customer CustomerPriority: YES Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Jennifer Valdez Gesendet: Donnerstag, 12. Januar 2006 19:15 An: otrs(a)otrs.org Betreff: [otrs] Changing priority Is there a way for the customer to change the priority of a ticket? For example, a ticket was submitted with normal priority (priority 3), but much time has passed and the request has now become urgent. Is there any way for the customer make this change? Or do they just have to send a follow-up email? Thanks, Jennifer _______________________________________________ OTRS mailing 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

Syslog.pm line 312 error...
by Buchner, Daniel 16 Jan '06

16 Jan '06

Hi, Anyone got any ideas as to why I *sometimes* get the following error when using PostmasterPOP3.pl, the whole POP process dies and I am required manually purge the affected message from the queue before I can continue. Modification of a read-only value attempted at /usr/lib/perl/5.8/Sys/Syslog.pm line 312. Is there a work around for this? Rgs, Daniel Buchner BigPond Operations Desk: +61 2 8255 0618 Mobile:+61 428 225 476 Email: daniel.buchner(a)team.telsra.com

1 0

OTRS install on CentOS
by David Vanderpoort 15 Jan '06

15 Jan '06

Anyone using OTRS on CentOS with cPanel / WHM? We are about to install OTRS on one of our production servers running CentOS with cPanel. Wondering if there is a RPM or if someone perhaps has a punchlist / check list of issues to check prior to install or during install. Our intent is to offer OTRS and promote to our current and future hosting clients. Cheers! Dave Safley otrs.us [at] gmail.com ParagonHost.com

2 1

Using private key to DECRYPT SMIME email?
by Stephen Ritter 14 Jan '06

14 Jan '06

Hello, I've got a question regarding SMIME support in otrs-2.x. I found some information on SMIME in the otrs faq and from that it appears as though OTRS expects the SMIME email to be encypted using the Customer's Private Key and thus decrypted with the Customer's Public Key (cert). This makes perfect sense. We are using SMIME a bit differently and I am wondering if there is a way to get OTRS to support it. We have an application that is installed at the customer site and creates SMIME email on behalf of the user, encrypting the SMIME email using a well known public key (cert) that is included with our software. So, all customer email is encrypted using the same key (our public cert) and can therefore only be decrypted with our secret private key. Is there some way to load a secret key into the Customer User object that would allow OTRS to decrypt incoming SMIME email in the fashion described above? Thanks in advance for any help! --Steve

1 0

Pending tickets don't close when scheduled
by Peake, Jeremy 13 Jan '06

13 Jan '06

When I change a ticket to pending auto close, why doesn't it close when the time passes? Is it supposed to? Thanks Jeremy P

2 1

No Permission!
by Florent Guiliani 13 Jan '06

13 Jan '06

Hi all, I don't know what I've changed but when I click on 'Zoom' on a ticket in the queue I've got "No Permission!" even if I try with root@localhost (admin user) What's wrong? Florent,

2 9

FAQ Entries
by Richard Mollel 13 Jan '06

13 Jan '06

Hi, Still a newbie here...trying to customize otrs to my liking. Questions: 1. How do entries end up in the faq section? I can't seem to figure that out so far... (maybe with time i will). 2. I need to be able to designate certain closed cases as candidates for the FAQ. So, when i am closing a case, in the note section, i would prefer to see an option other than "note internal", such as "note public" for example. 3. Under my http://hostname/otrs/public.pl, there are no entries...and i dont know how to designate anything to go there yet. If you could save me some time figuring this out, it would help a great deal. _Thanks Richard __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 1

AW: SOLVED: [otrs] v2.0.4 Changing Ticket Sequence Number
by shawn.beasley＠dlh.de 13 Jan '06

13 Jan '06

No Prob, Happy to 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 Richard Mollel Gesendet: Freitag, 13. Januar 2006 16:39 An: User questions and discussions about OTRS.org Betreff: SOLVED: [otrs] v2.0.4 Changing Ticket Sequence Number Thanks for your response. I also just found this option, in Default.pm and moved it to Config.pm. The change i made was:: #For ticket ID's:: $Self->{'Ticket::NumberGenerator'} = 'Kernel::System::Ticket::Number::AutoIncrement'; # further config option for Kernel::System::Ticket::Number::AutoIncrement # (min ticket counter size) $Self->{'Ticket::NumberGenerator::MinCounterSize'} = 3; This works, getting short (5 digits total) ticket number. _Thanks Richard --- shawn.beasley(a)dlh.de wrote: > Hello Richard, > > Try: > > Config Options: Ticket -> Core::Ticket > > Ticket::NumberGenerator > > > > Vielen Dank, > > Shawn Beasley > Support - IT > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org] Im Auftrag von > Richard Mollel > Gesendet: Donnerstag, 12. Januar 2006 17:40 > An: otrs(a)otrs.org > Betreff: [otrs] v2.0.4 Changing Ticket Sequence > Number > > (Re-posting...i did not receive my own posting > initially.) > > Hi, > I installed ver 1.3 initially, everything tested OK. > Now > i installed 2.0.4, and i do not see the choice for > using a custom ticket numbers. It defaults to > Ticket#2006011101000018 format. > I need something shorter....where is this option? It > was straight forward in the old installation. > _Thanks in advance > > Richard. > > __________________________________________________ > 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/ > __________________________________________________ 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

AW: [otrs] v2.0.4 Changing Ticket Sequence Number
by shawn.beasley＠dlh.de 13 Jan '06

13 Jan '06

Hello Richard, Try: Config Options: Ticket -> Core::Ticket Ticket::NumberGenerator Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Richard Mollel Gesendet: Donnerstag, 12. Januar 2006 17:40 An: otrs(a)otrs.org Betreff: [otrs] v2.0.4 Changing Ticket Sequence Number (Re-posting...i did not receive my own posting initially.) Hi, I installed ver 1.3 initially, everything tested OK. Now i installed 2.0.4, and i do not see the choice for using a custom ticket numbers. It defaults to Ticket#2006011101000018 format. I need something shorter....where is this option? It was straight forward in the old installation. _Thanks in advance Richard. __________________________________________________ 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/

2 1

changing things in otrs
by peter brouwer 13 Jan '06

13 Jan '06

Hi All! I'm trying to make some changes in OTRS, but can seem to get started. Whatever i do it doesnt seem to change anything in otrs at all. For example if i try to edit Output/HTML/Standard/AgentZoomHead.dtl and comment this line out: # should we show the close action #<dtl if ($Data{"AgentClose"} ne "0") { $Data{"AgentCloseStrg"} = " - <a href="$Env{"Baselink"}Action=AgentClose&TicketID=$Data{"TicketID"}&QueueID=$Data{"QueueID"}" onmouseover="window.status='$Text{"Close"}'; return true;" onmouseout="window.status='';" class="menuitem" title="$Text{"Close this ticket !"}">$Text{"Close"}</a>"; }> I expect the close button to not show up anymore, but nothing happens. Any help to get started would be welcome. Cheers.

2 1

AW: [otrs] Miscellaneous question on tweaking OTRS behaviour
by shawn.beasley＠dlh.de 13 Jan '06

13 Jan '06

Hello Luca, - Requiring the agents to enter a value in the Time Unit field ( 0 allowed) by making it mandatory and reporting an error when the agent forgots to enter a value. Ticket::Frontend::NeedAccountedTime: Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Luca Corti Gesendet: Freitag, 13. Januar 2006 10:56 An: otrs(a)otrs.org Betreff: [otrs] Miscellaneous question on tweaking OTRS behaviour Hello all, here's a small list of things I can't figure out how to do in OTRS: - Requiring the agents to enter a value in the Time Unit field ( 0 allowed) by making it mandatory and reporting an error when the agent forgots to enter a value. - Avoiding tickets to be reopened if a customer replies to an agent email message when the tickets are in pending autoclose state or closed state. - Allowing tickets to be opened by emails sent to the postmaster pop3 account only if the email address is present in the customer database. thanks -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: suboptimal routing experience _______________________________________________ OTRS mailing 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

Miscellaneous question on tweaking OTRS behaviour
by Luca Corti 13 Jan '06

13 Jan '06

Hello, here's a list of things I can't figure out how to do in OTRS: - Requiring the agents to enter a value in the Time Unit field ( 0 allowed) by making it mandatory and reporting an error when the agent forgots to enter a value. - Avoiding tickets to be reopened if a customer replies to an agent email message when the tickets are in pending autoclose state or closed state. - Allowing tickets to be opened by emails sent to the postmaster pop3 account only if the email address is present in the customer database. thanks -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: suboptimal routing experience

1 1

Need TicketID in TicketStdResponseString()
by ibrahim ALIZ 13 Jan '06

13 Jan '06

hi All, Is there a documentation that shows the relationships in OTRS database, for ex: primary & foreign keys. The problem is when I insert a new ticket to the database externally, the system recognizes the ticket, however it doesnt show any info related instead of a notice in the blue part saying "Need TicketID in TicketStdResponseString()". 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

Moving database from one server to another
by Alina Florea 13 Jan '06

13 Jan '06

Hi everybody, I have installed OTRS 2.0.4 on a new server and I want to move the database from the old server (OTRS 1.0.3) to the new one. Both OS ar Fedora Core 3. I have backuped the database from the old server using mysql_hourly.sh and I have used the following command to charge the mysql database into the new one: mysql -u root -p test < mysql.sql Now, when I try to connect to OTRS I have the following message: "Can't insert session id! at ...//Kernel/system/AutSession/DB.pm line 198" What have I did wrong? If anyone has altready moved a database and worked, any advice will be appreciate. Best regards. Alina Florea.

2 1

simple customer database
by okzie＠amatti.biz 13 Jan '06

13 Jan '06

I want to use simple customer database, for address book purpose only, not for customer tracking ticket state. The customer table in otrs database is, ok, but I prefer some fields to add, like phone, post address etc. I have a working instalation of otrs, on slackware box, with mysql, etc. everything is fine, but I can't see the custommer users. I need to see and edit the custommer user, and posibility to see custommer info, and take custommer to create a ticket. I do not need an external database, the otrs database is ok, but I need a working frontend !!! Optional i want to disable customer login Anybody can help me with a how-to ? sorry for my english Thanks, Ovidiu

2 1

a problem with countdown escalation time
by okzie＠amatti.biz 13 Jan '06

13 Jan '06

in search mode I can see the age of ticket, but in zoom mode, escalation time is unchanged for few hours what is the solution ?

2 1

"Cannot allocate memory at Kernel/System/Log.pm line 79 <PRODUCT> line 4"
by Mark Nernberg 13 Jan '06

13 Jan '06

I have just moved my OTRS installation from one box to another. The database transfer went fine, along with everything else. On both, I'm using Apache 2.0.55, Perl 5.8.7, and mod_perl2 2.0.2. On the old box, everything works fine. On the new one, when trying to login to OTRS, I get the following error: [Mon Jan 09 23:21:59 2006] [error] Cannot allocate memory at /usr/ www/portal/otrs//Kernel/System/Log.pm line 79.\n The problem is *not* mod_perl related -- at least not directly. I get the same errors when running "# perl index.pl". The same error also occurs with any of the other indices (installer.pl, customer.pl, etc.) in the cgi-bin directory. I should add the full log from setting debug in Config.pm: Debug: Config.pm ->Get('CGILogPrefix') --> OTRS-CGI Debug: Config.pm ->Get('SystemID') --> 02 Debug: Config.pm ->Get('LogModule') --> Kernel::System::Log::SysLog Debug: Config.pm ->Get('DefaultCharset') --> iso-8859-1 Debug: Config.pm ->Get('LogModule::SysLog::Facility') --> user Debug: Config.pm ->Get('SystemID') --> 02 Debug: Config.pm ->Get('LogSystemCacheSize') --> 4096 <h1>Software error:</h1> <pre>Cannot allocate memory at /usr/www/portal/otrs/bin/cgi-bin/../../ Kernel/System/Log.pm line 79, <PRODUCT> line 4. </pre> <p> For help, please send mail to this site's webmaster, giving this error message and the time and date of the error. </p> [Tue Jan 10 00:44:13 2006] index.pl: Cannot allocate memory at /usr/ www/portal/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 79, <PRODUCT> line 4. -- Mark J. Nernberg Director of Technology 1-Fast Computer Service (412)478-6262 http://www.1fast.us/ Customer Support: support(a)1fast.us Providing secure technology solutions since 2003.

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About Stats(Reports)
by Priya b 13 Jan '06

13 Jan '06

Hi All.... I need to generat reports in Stats.For that i need to create perl modules.But i m new to generate perl MODULES... Plz..Help me. & let me kw if smone has already created such modules for generating reports in stats.(Rather than previosly existing one.) Or give me some hint.. Thank you.. Priya

2 1

Miscellaneous question on tweaking OTRS behaviour
by Luca Corti 13 Jan '06

13 Jan '06

Hello all, here's a small list of things I can't figure out how to do in OTRS: - Requiring the agents to enter a value in the Time Unit field ( 0 allowed) by making it mandatory and reporting an error when the agent forgots to enter a value. - Avoiding tickets to be reopened if a customer replies to an agent email message when the tickets are in pending autoclose state or closed state. - Allowing tickets to be opened by emails sent to the postmaster pop3 account only if the email address is present in the customer database. thanks -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: suboptimal routing experience

1 0

OTRS (Active Directory) still doesn't work.
by Mike Pietersen 13 Jan '06

13 Jan '06

I have had OTRS working when using the cookie based user authentication, but when I changed over to AD authentication it no longer works. All I get is: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 80, <PRODUCT> line 4. This "<PRODUCT> line 4." Error will increment and get larger if you hit refresh multiple times. I haven't modified the CustomerUser.pm at all, but I have modified the Config.pm to outline what they have on OTRS's website. It should be working, right? I probably haven't configured it properly, so I'm looking for some suggested direction on which angle to approach this at. >>> CONFIG.PM: <<< # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2005 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: Config.pm.dist,v 1.16 2005/05/27 18:12:15 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; # -- sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'root'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgrSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/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'} = 'asf-fp1.allstatefastener.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=allstatefastener,DC=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs,CN=Users,DC=allstatefastener,DC=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'asfcorp02'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'asf-fp1.allstatefastener.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=allstatefastener,DC=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs,CN=Users,DC=allstatefastener,DC=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'asfcorp02'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'asf-fp1.allstatefastener.local', BaseDN => 'DC=allstatefastener,DC=local', SSCOPE => 'sub', UserDN => 'CN=otrs,CN=Users,DC=allstatefastener,DC=local', UserPw => 'asfcorp02', }, 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' ], ], }; # **************************************************** # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'webdev2.allstatefastener.local'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'DefaultCharset'} = 'iso-8859-1'; $Self->{'AdminEmail'} = 'it(a)allstatefastener.com'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.16 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; >>> / CONFIG.PM: <<< Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388

2 1

Re: OTRS (Active Directory) still doesn't work
by M Maki 13 Jan '06

13 Jan '06

Mike, This is how I got it to work. I also have it working on version 2 even though the message below refers to version 1.3.2. http://lists.otrs.org/pipermail/otrs/2005-December/009772.html Hope this helps... Mike otrs-request(a)otrs.org wrote: > 1. OTRS (Active Directory) still doesn't work. (Mike Pietersen) > > I have had OTRS working when using the cookie based user authentication, > but when I changed over to AD authentication it no longer works. > > > > All I get is: > > Can't locate object method "new" via package > "Kernel::System::CustomerUser::LDAP" at > /opt/otrs//Kernel/System/CustomerUser.pm line 80, <PRODUCT> line 4. > > > > This "<PRODUCT> line 4." Error will increment and get larger if you hit > refresh multiple times. > > > > I haven't modified the CustomerUser.pm at all, but I have modified the > Config.pm to outline what they have on OTRS's website. > > It should be working, right? > > > > I probably haven't configured it properly, so I'm looking for some > suggested direction on which angle to approach this at.

1 0

Deleting attached files
by Adam Getchell 13 Jan '06

13 Jan '06

Hello all, I've Google'd and looked on the mailing list archives. Is there a way to strip attached files from a ticket we want to close? I also looked at the Generic Agent to see if there was an answer there. *************** * 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

1 0

Changing priority
by Jennifer Valdez 12 Jan '06

12 Jan '06

Is there a way for the customer to change the priority of a ticket? For example, a ticket was submitted with normal priority (priority 3), but much time has passed and the request has now become urgent. Is there any way for the customer make this change? Or do they just have to send a follow-up email? Thanks, Jennifer

1 0

Error message: Module '' not found! (OTRS 2.0.4)
by Björn Wiberg 12 Jan '06

12 Jan '06

Hi everyone! Just wanted to check if anyone has an idea of what the cause of the following message could be; When logged in as Admin in OTRS 2.0.4, editing the "My Queues" listing by performing any change in the listing yields an error message: ---8<--- Fel: Module '' not found! Kommentar: Rapportera fel: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Thu Jan 12 17:52:40 2006 Message: Module '' not found! Traceback (26102): Module: Kernel::Modules::AdminUser::Run (v1.31 ) Line: 129 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: /usr/local/share/otrs/support.student.uu.se/bin/fcgi-bin/index.fpl (v1.2) Line: 52 --->8--- We're running otrs/2.0.4p01-1 under Debian with Apache 2.0.55, mod_fastcgi 2.4.2-6, libcgi-fast-perl 5.8.4-8, libfcgi-perl 0.67-1. Support for multiple instances by setting environment variables in FastCGI and pulling in a separate configuration file, from Config.pm, for each instance; also setting PERL5LIB to /usr/local/share/otrs/support.student.uu.se ...which contains symlinks to the appropriate directory structures in /usr/share/otrs so that OTRS should be able to find all its needed modules. The line in index.fpl states: $Interface->Run(); And the line in AdminUser states: if ($Self->{MainObject}->Require($Module)) { ...where my $Module = $Preferences{$Group}->{Module}; ...and foreach my $Group (keys %Preferences) { ...is the loop over all groups. So for at least some group, the Module attribute is empty and so the loop "fails". The error message "Module '' not found!" appears to come from Main.pm, where Require finds no module with an empty name. This is also shown in the log: [Thu Jan 12 13:56:53 2006][Error][Kernel::System::Main::Require][44] Need module! [Thu Jan 12 13:56:53 2006][Error][Kernel::Modules::AdminUser::Run][129] Module '' not found! The log also shows that other attributes of the user changed correctly (they do). Everything worked fine in 2.0.1. Any ideas? Many thanks in advance! Best regards, Björn Wiberg Uppsala University IT Support Department Uppsala, Sweden

1 0

v2.0.4 Changing Ticket Sequence Number
by Richard Mollel 12 Jan '06

12 Jan '06

(Re-posting...i did not receive my own posting initially.) Hi, I installed ver 1.3 initially, everything tested OK. Now i installed 2.0.4, and i do not see the choice for using a custom ticket numbers. It defaults to Ticket#2006011101000018 format. I need something shorter....where is this option? It was straight forward in the old installation. _Thanks in advance Richard. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

Guide to customizing responses, auto-responses etc
by Peake, Jeremy 12 Jan '06

12 Jan '06

Is there detail info someplace that explains all of the option available for this? I really want a list of the available <OTRS_...> variables, but so far have found no documentation. For example, when I set a ticket to pending, I would like the notice to the user to indicate the exact date/time when the ticket will close. Right now I'm using the "status change" notification method for sending the user a notice, but would really like to include more info on the response. Thanks Jeremy P

1 0

OTRS Install on CentOS with cPanel
by otrs-forum＠mailcooler.mailshell.com 12 Jan '06

12 Jan '06

1 0

backend updates
by ibrahim ALIZ 12 Jan '06

12 Jan '06

Hi ewerybody, It is again me, I am searching for the information if it is possible to reach & update OTRS database with an external application and does OTRS cache the information in the database or it just synchronises all the information from the ticket database eachtime? Some help will be really helpful. Thanks for your time, Best Regards, 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

Free Fields for the tickets
by ibrahim ALIZ 11 Jan '06

11 Jan '06

Hi everybody, One more question :) Is it possible to assign values for Free Fields while creating a new ticket? I dont see the 'Free Fields' I defined, in the new ticket window, is there a way to see them within this menu? Thanks, Best Regards, ibrahim ALIZ conVISUAL Oberhausen, Germany __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

2 1

(no subject)
by shawn.beasley＠dlh.de 11 Jan '06

11 Jan '06

Does anyone know how to use the Company ticket feature? I have not found any documentation. 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

Meaning of this Warning
by Priya b 11 Jan '06

11 Jan '06

Plz help me to understandthe meaning of following: (I m getting mail on root with content) ##########Start######### X-Cron-Env: <LOGNAME=3Droot> X-cron_Env: <USER=3Droot> /etc/cron.daily/00webalizer: Warning: Truncating oversized request field [18774] Warning: Truncating oversized request field [21143] Warning: Truncating oversized request field [22981] Warning: Truncating oversized request field [23163] ###########end######### plz let me know why this warning is there? Thank you.....

2 1

AW: [otrs] CustomerFrontend
by shawn.beasley＠dlh.de 11 Jan '06

11 Jan '06

Hello, this question was already addressed. The front end must be modified by manually changing the template and requires perl programming experience. At least in one instance I have seen this question. I have not had this request yet, and I will personally try to stick to the standard format. CUT COPY Paste Modify Cheating is the only way to success. ;) Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ibrahim ALIZ Gesendet: Mittwoch, 11. Januar 2006 10:10 An: otrs(a)otrs.org Betreff: [otrs] CustomerFrontend Hi everybody, I want to make my question a bit more specific: Is there a possible way to add new fields, new variables to the CustomerFrontend, I want to learn if there is a path that I can follow for this task because there is some information in manual how to add new fields to the frontend, but I found it was not working. Thanks for your time, Best regards, 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

CustomerFrontend
by ibrahim ALIZ 11 Jan '06

11 Jan '06

Hi everybody, I want to make my question a bit more specific: Is there a possible way to add new fields, new variables to the CustomerFrontend, I want to learn if there is a path that I can follow for this task because there is some information in manual how to add new fields to the frontend, but I found it was not working. Thanks for your time, Best regards, 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

Calendar Installation Problem
by mmaki＠adelphia.net 11 Jan '06

11 Jan '06

I'd really like to use the calendar module but if I try to install it through the Pakage Manager I get ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.sh !!! I did run SetPermission and it ran without error but I still get the above. I tried using opm.pl but I'm not sure of the options. This is OTRS 2.0 from apt-get install on Debian Stable Sarge with Apache 1.3.33. Everything else in OTRS works great. Thanks, Mike

1 0

Help using PGP?
by Stephen Ritter 11 Jan '06

11 Jan '06

I am really new to OTRS, so far it looks great! Using OTRS v2.x I am having a bit of trouble setting up PGP. I've enabled PGP via the sysconfig menu and when I then go to the PGP config screen and try to add a key I get the following message: Info : gpg: keyblock resource `/root/.gnupg//secring.gpg': file open errorgpg: keyblock resource `/root/.gnupg//pubring.gpg': file open errorgpg: no valid OpenPGP data found.gpg: Total number processed: 0 It seems as though I need to install/configure OpenPGP first, but I really have no clue as I've never used that app before. Can anyone give me some hints on what I need to do? Thanks in advance! --Steve

1 0

Re: [otrs] Problem with
by James Van't Slot 10 Jan '06

10 Jan '06

OK, I figured out the problem... apparently the server was missing the Perl module Net::POP3 so installing that module from CPAN solved the problem. Which is strange because that module has never been installed on that server and OTRS and the PostMasterPOP3.pl script has worked perfectly up until yesterday... Strange goings-on indeed. james ----- Original Message ----- From: James Van't Slot <james(a)simple-reliable.com> To: otrs(a)otrs.org Sent: Tue 10 Jan 2006 10:26:29 AM PST Subject: [otrs] Problem with As of about 1:30 pst yesterday... the POP3 collection has stopped. I ran PostMasterPOP3.pl from the command line and I get the following error: Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.3/Net/POP3.pm line 302, <PRODUCT> line 4. ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Jan 10 10:14:33 2006 Message: Auth for user csa@localhost failed! Traceback (32294): Module: main::FetchMail (v1.17) Line: 164 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.17) Line: 126 I can't think of one thing that has changed on the server and I can log into the same account (CSA) using IMAP with no difficulty using the same password. Any Ideas how to resolve this issue? Thanks in advance for any help! james _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/

1 0

Change Pop3 download times
by Eric Gilbert 10 Jan '06

10 Jan '06

I have been looking around at different settings but I'm unable to find where I can change the speed at which OTRS downloads messages from the server it is currently set at every 10minutes by default. Could someone please direct me as to where this option may be. Thanks, Eric Gilbert

2 1

Problem with
by James Van't Slot 10 Jan '06

10 Jan '06

As of about 1:30 pst yesterday... the POP3 collection has stopped. I ran PostMasterPOP3.pl from the command line and I get the following error: Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.3/Net/POP3.pm line 302, <PRODUCT> line 4. ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Jan 10 10:14:33 2006 Message: Auth for user csa@localhost failed! Traceback (32294): Module: main::FetchMail (v1.17) Line: 164 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.17) Line: 126 I can't think of one thing that has changed on the server and I can log into the same account (CSA) using IMAP with no difficulty using the same password. Any Ideas how to resolve this issue? Thanks in advance for any help! james

1 0

adding new fields to front end
by ibrahim ALIZ 10 Jan '06

10 Jan '06

Hi everybody, I need to change the front end for the customers for creating a new ticket, is there anyone who have already tried? Thanks for your time, ibrahim __________________________________________ Yahoo! DSL Something to write home about. Just $16.99/mo. or less. dsl.yahoo.com

1 0

Attach FAQ next page problem.
by David Hathiramani 10 Jan '06

10 Jan '06

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. ****************************************************************** 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

Feature question
by Florent Guiliani 10 Jan '06

10 Jan '06

Hi all, Is it possible to search for any ticket who have been closed in a laps of time? Another question: Is is possible to see all tickets locked on a given user ? -- <http://www.perinfo.com> * Florent GUILIANI - Développement Système* 41, avenue Jean Jaurès - 67100 STRASBOURG /Tel :/ 03.88.44.96.00 /- Fax :/ 03.88.44.96.29 /E-mail :/ fguiliani(a)perinfo.com <mailto:fguiliani@perinfo.com> /Site Web :/ http://www.perinfo.com

1 0

- Max Upload Size for Customer
by Philip Kuss 10 Jan '06

10 Jan '06

Hello, a time ago someone asked for help how to increase the upload size for attachments using the customer web interface. I did not find a solution for it but I have the same problem now. Attachments are just accepted up to 1MB. How can I change this ? Thank you very much in advance! Yours Philip

2 1

Delete queue
by Maurice James 10 Jan '06

10 Jan '06

Is it possible to delete a que? I am trying to run reports and Queues that I marked invalid are still showing up on the report.

2 1

Agent owners
by Maurice James 10 Jan '06

10 Jan '06

Is it possible for more that one agent to own a ticket?

2 1

new install issues
by Mark J. Nernberg 10 Jan '06

10 Jan '06

I have just moved my OTRS installation from one box to another. The database transfer went fine, along with everything else. On both, I'm using Apache 2.0.55, Perl 5.8.7, and mod_perl2 2.0.2. On the old box, everything works fine. On the new one, when trying to login to OTRS, I get the following error: [Mon Jan 09 23:21:59 2006] [error] Cannot allocate memory at /usr/www/ portal/otrs//Kernel/System/Log.pm line 79.\n Any help would be appreciated.

1 1

Autoreply not working/wrong queue
by Adam Getchell 10 Jan '06

10 Jan '06

Hello all, I'm running OTRS 2.0.4 on Windows 2003. I've got POP3 enabled on my Exchange server, and currently a mailbox is checked by my CSRequests queue, a ticket is created, and SMTP is enabled for autoresponses, which works. That is, a customer sending an email to that e-mail address gets a response back, and the ticket shows up in the CSRequests queue. A similiar setup using a different Systemaddress for a different queue (WebRequests) drops it into the raw queue instead of the WebRequests queue, and the SMTP autoreply consequently does not work. Why would these differ, and where would I look. I've so far looked at POP3 Account management (which works, as I can verify that mailbox gets emptied every 10 minutes -- just the ticket goes to the wrong queue), the Queue, and the Auto Responses Queue. All of these are setup similar, the only difference being the mailbox used. *************** * 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

1 0

sirios
by Maurice James 09 Jan '06

09 Jan '06

Is it possible to use the webwatcher module in OTRS without installing sirios?

1 0

reopen ticket using agent frontend?
by Maciej Uhlig 09 Jan '06

09 Jan '06

is there a possibility to reopen (mistakenly) closed ticked using agent frontend? or I have to send mail to OTRS with ticket number to reopen it? MU

3 3

How to show free text fields in CustomerTicketOverView ?
by Eric Veltman 09 Jan '06

09 Jan '06

Hello everyone, When a ticket is acknowledged as a bug, the ticket is entered into our SCM system ( AccuRev ) as a development task ( issue ). It may take quite some time before a bug is actually fixed, so we plan to make more status information from the SCM system available in the customer frontend. Our idea is to fill the freetext fields with additional status information. For instance a rough estimate of the bugfix release date. So now my question : How do I show free text fields in the CustomerTicketOverView ? It seems that the free text variables are not available in the .dtl template, so do I also have to change the Perl code that uses this template ? Any tips ? Best regards, Eric Veltman

1 0

OTRS 1.3 - Manual / OTRS 2.0 - Admin Manual
by Eric Veltman 09 Jan '06

09 Jan '06

Hello everyone, When I saw the 1.3 manual, I noticed it contains a lot more information than the 2.0 manual that can be viewed on doc.otrs.org. Has the manual been split up for 2.0 and if so, where's the other part ? And if not, does most of the 1.3 manual still apply to 2.0 ? Best regards, Eric Veltman

1 1

Flush all queues
by Danie Theron 09 Jan '06

09 Jan '06

Hi , Hope all had a great holiday! Ok , I have about 10000+ tickets in my queues , and was wondering if there are a easier/better way to remove them? I'm using the Generic Agent to close them , but it seems it can only close 200 tickets at a time? Is there a way to increase this amount , or some other way to complete clean out my Queues? I'm running OTRS 2.04 on fedora 3 , 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

Help with POP
by shawn.beasley＠dlh.de 09 Jan '06

09 Jan '06

Is there a trick to setting up the POP retrieval email. 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

eroor: Module
by Martins Smilga 09 Jan '06

09 Jan '06

Hello, What I am missing? All modules are ok. I am running Debinan testing release. usr/share/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 ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok Error: Module '' not found! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-16 Perl: 5.8.7 OS: linux Time: Mon Jan 9 08:28:33 2006 Message: Module '' not found! Traceback (3418): Module: Kernel::Modules::AdminUser::Run (v1.31 ) Line: 129 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: Apache::ROOT::otrs::index_2epl::handler (v1.80) Line: 47 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 Best Regards Martins Smilga

1 0

Queue View - can it show the last action time?
by Peake, Jeremy 09 Jan '06

09 Jan '06

I am new to OTRS, coming over from RT. When I look at a queue in RT, it shows a list of tickets, the last time a help desk person sent a note to the ticket originator, and the last time the ticket originator sent a response back. This is handy to quickly see which tickets the user has sent a follow up to. Or if a user has responded to the help desk's request for more info. Can OTRS show this info on the Queue View screen? Thanks Jeremy

2 1

Customer Login --- Company Tickets
by KartheeK 07 Jan '06

07 Jan '06

Hello Everybody, In the customer login, I see that "Company Tickets" is always Zero. I have two customers with the same Customer ID (lets say, each has created one ticket), implying that they are from the same company. Now if my understanding of "Company Tickets" (Company Tickets is a collection of all tickets with same customer ID) is correct then the "Company Tickets" should be populated with 2 tickets. Am I correct??? Regards KartheeK Send instant messages to your online friends http://in.messenger.yahoo.com

1 0

OTRS 2.0.4 install & InnoDB
by Yann Richard 06 Jan '06

06 Jan '06

Hi all, I currently migrating my old OTRS 1.2.4 to OTRS 2.0.x I would like to use foreign key and so I must use InnoDB table to do that. Step by Step what I do: 1 - Create in a new database tables come from otrs-schema.mysql.sql 2 - Because there is no type in the schema I change type of all tables to InnoDB: See attached file convert-OTRS-2.0-Tables-To-InnoDB.sql to know how. 3 - I import foreign key constraints from otrs-schema-post.mysql.sql At this step I got a > *requête SQL:* > > # ---------------------------------------------------------- > # database: mysql, generated: Mon Jun 6 22:18:34 2005 > # ---------------------------------------------------------- > ALTER TABLE valid ADD FOREIGN KEY ( create_by ) REFERENCES > `system_user(id)` ; > > *MySQL answer:* > > | #1005 - Can't create table './Cri-Otrs-test/#sql-4d0b_107bfa.frm' > (errno: 150) | > I think this error is produced because of bad syntax (I used MySQL 4.1.4) So I have changed the sql file to the attached file: otrs-schema-post.mysql_good.sql To convert the file otrs-schema-post.mysql.sql I have used this shell line: cat otrs-schema-post.mysql.sql |sed 's/REFERENCES `$.*$($.*$)`/REFERENCES `\1`(`\2`)/' > otrs-schema-post.mysql_good.sql But his dont work because there is some fields where we would like declare as FOREIGN KEY without have index on it before... So I have run this: ALTER TABLE `standard_response_attachment` ADD INDEX `standard_attachment_id` ( `standard_attachment_id` ); The otrs-schema-post.mysql_good.sql return error on the line: > *requête SQL:* > > ALTER TABLE standard_response_attachment ADD FOREIGN KEY ( > standard_attachment_id ) REFERENCES `standard_attachment` ( `id` ) ; > > *MySQL a répondu:*Documentation > <http://dev.mysql.com/doc/mysql/en/error-returns.html> > > | #1005 - Can't create table './Cri-Otrs-test/#sql-4d0b_109d72.frm' > (errno: 150) | This error is because standard_attachment.id is an int(6) and standard_response_attachment.standard_attachment_id is an int(11).. I have stoped here my try to migrating with foreign key support (week end for me now :) ) and I will go drink some beer. ;) If anyone have a success story with please send me SQL file. If noone have an answer for this issue i will continue to work on it and will release SQLs files to do this.** Regards, Yann Richard.

2 2

CustomerUsers LDAP import example, Customer ticket URL
by Adam Getchell 06 Jan '06

06 Jan '06

Hello all, I'm new to OTRS; just setup on Windows (for testing, will probably install on BSD). If anyone has pointers to documentation or solutions for the following questions I'd appreciate it. 1) Is there a sample for importing CustomerUsers from Active Directory using LDAP? 2) How would I construct an autoreply to give a URL to the customer for the ticket they've opened? (OTRS_TICKET_NUM isn't sufficient ;-) Thanks again for any tips or references, Adam Getchell

1 0

Excessive use of exclamation point
by Peake, Jeremy 06 Jan '06

06 Jan '06

Seems like '!' Is everywhere!!!!!!!!!! Every tooltip, comment, action etc etc ends with an exclamation point. Very annoying. To the OTRS team - please consider removing all the exclamation points

1 0

(no subject)
by Tom Pride 06 Jan '06

06 Jan '06

Hi, We have been using OTRS for quite some time now and all of a sudden today, the ticket number auto increment has reset itself back to 100000 and started counting back up from there. This has caused the following errors to appear in OTRS's system log whenever a new ticket is created: Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 New Ticket [100068] created (TicketID=103003, ArticleID=57724). Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100067) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100066) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100065) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100064) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100063) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100062) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100061) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100060) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100059) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100058) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100057) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100056) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100055) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100054) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100053) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100052) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100051) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100050) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100049) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100048) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100047) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100046) exists! Creating new one. Is there any way I can manipulate a setting within otrs or its database to tell it to start counting from 103000 ? Your help is most appreciated. Kind Regards Tom Pride _________________________________________________________________ Be the first to hear what's new at MSN - sign up to our free newsletters! http://www.msn.co.uk/newsletters

1 0

solved: corrupted attachments
by Bock, Boris 06 Jan '06

06 Jan '06

Hello all, I was experiencing problems with attachments. All zip-files I tried to send with a ticket got corrupted. Tim had the same problem with PDFs. (http://lists.otrs.org/pipermail/otrs/2005-December/009792.html) Attachments I received from customers were fine. I played around with some options about the problem. I assumed the attachments get corrupted during webupload, because if I try to open the attachments in the ticket itself they are already corrupted. I managed it working (so far) for me. There are 2 lines in otrs\Kernel\System\Web\UploadCache\FS.pm (I save the attachments in the FS): "binmode(OUT)" and "binmode(IN)". I commented them out with #binmode(OUT)... After that my zip-attachments are not corrputed any more :-)) Tim also reported that this solution solved his problem so far. Perhaps this is a problem which occurs specially under windows. Tim and I are running OTRS on windows platforms. With best regards Boris B.

1 0

CustomerID addon ?
by Florent Guiliani 06 Jan '06

06 Jan '06

Hi all, I would like adding a "form helper" for the customerID field in the "new customer form". Which way is the best one to do it ? My customerID filed is linked (foreign key) with another table. I would like to introduce a form for finding customerID's. This form would help to search into my "compagny table" since my customers are coming from compagnies only. One compagny is equivalent to one support contract (for billing and other administrative things). I'm intended to use customerID to group individuals customers by compagnies (since the real customer is the compagny). In fact customer table in otrs would be my "interlocutor table" and linked on my "compagny table" with the customerID field. Is it a good way or another one is recommanded? Florent,

1 0

Can't locate object method "png" via package "GD::Image"
by Nils Breunese 06 Jan '06

06 Jan '06

Hello, I'm running OTRS 2.0.4 on a Fedora Core 2 server with perl-GD installed via rpm. However, when I go to the statistics page I get the following error: Can't locate object method "png" via package "GD::Image" at /opt/ otrs//Kernel/Modules/SystemStats.pm line 330. However rpm -qi perl-GD (version 2.30 from Dag) tells me: perl-GD is a Perl interface to the gd graphics library. GD allows you to create color drawings using a large number of graphics primitives, and emit the drawings as PNG files. So I guess I should have png support in my perl-GD package. Does anyone have any idea why the png object method can't be located? Thanks, Nils Breunese.

2 1

All tickets lost
by Scott Middleton 06 Jan '06

06 Jan '06

Hi I installed OTRS 2.0.2 a few months ago on my Debian Sarge 3.1. I am using postgreSQL. I made a custom Queue called Delete. I made a new job inGenericAgent called delete that woul delete tickets in the delete queue. This was working for several months. For some reason the Delete job got corrupted and deleted everything. All its settings were lost and it deleted all the ticked opened or closed at 4am. Why the only setting of 4AM still existed is beyond me. I have now upgraded to 2.0.4 but was wondering if the Delete function deleted the data out of the database or merely erased or restarted the index. If possible is recovery likely. I kept the original pg dump. Kind Regards Scott

1 0

OTRS at Heise conference "Opensource meets Business"
by Stefan Rother 05 Jan '06

05 Jan '06

Dear list members, From 25th to 27th January 2006 the Heise conference "Opensource meets business" takes place in Nuremberg, Germany. For detailed information about topics and agenda please visit: http://www.heise.de/veranstaltungen/2006/ho_osb/default.shtml Please register with ((otrs)) to attend the conference. For further information on registration please visit http://www.otrs.de/de/about/heise/. Here you can get a voucher number for a 100€ discount on the ticket. See you in Nuremberg! Best regards, ((otrs)) -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

1 0

package manager errors
by Mark Nernberg 05 Jan '06

05 Jan '06

I am attempting to install additional packages on 2.0.4 with Apache 2.0.55 and mod_perl2 I get the following error: Error: Sorry, for this interface is mod_perl2 with Apache2::Reload required. Other way [..] In apache2-perl-startup.pl, I do have: use Apache2::Reload; So it *should* be loaded, right? Any help would be most appreciated. -- Mark J. Nernberg Director of Technology 1-Fast Computer Service (412)478-6262 http://www.1fast.us/ Customer Support: support(a)1fast.us Providing secure technology solutions since 2003.

1 0

foreign ticket ids
by Bartlomiej Moczulski 05 Jan '06

05 Jan '06

hi all, I need a solution for such a scheme: We provide a support for our customers and that's a point where otrs is just fine. Unfortunately some percent of calls is escalated to our partners and some of them use their own ticketing systems. Is it possible to accept an "alien" ticket id (eg. "ABCDEF-0123456") in otrs? Or rather: what's the easiest way to do it? If I had a ticket with foreign id, I could merge or link it to my original ticket to have whole problem history in one place. Certainly no "In-Reply-To" etc. fields are provided, so I just need to recognize answers by identifier in Subject field. Oh, one more thing - there is no way to make everyone keep our ticket id in subject, unfortunately. -- thanks in advance, bm. ---------------------------------------- Niniejsza wiadomosc oraz jej zalaczniki moga zawierac informacje poufne, stanowiace tajemnice DAGMA sp. z o.o. w Katowicach. Informacje zawarte w tej wiadomosci sa przeznaczone wylacznie dla osoby, ktora jest jej adresatem. Przesyłanie, rozpowszechnianie lub inne nieuprawnione wykorzystywanie otrzymanej wiadomości i jej zalacznikow jest zabronione. Jezeli Panstwo nie jestescie adresatem tej wiadomosci a otrzymaliscie ja przez pomylke, uprzejmie prosimy o poinformowanie o tym fakcie nadawcy i usuniecie tej wiadomosci wraz z zalacznikami. ----------------------------------------

3 3

After Update 1.3 to 2.0.4 queue_standard_response missed
by lsimail 05 Jan '06

05 Jan '06

Hello everyone, I installed on one test machine OTRS 2.0.4. On the other product machine I upgraded otrs - database (1.3 to 2.0.4) like in "UPGRADING"-File. By comparing both otrs DBs on test and product machines, I noticed, that otrs - DB on product machine missed the table "queue_standard_response". Furthermore there are the tables "ticket_link" and "charset" on the product machine, that missed on the test machine. I wonder, if it's correct or I probably made a mistake. Thank you very much!

1 0

Notification for follow-ups
by Florian 05 Jan '06

05 Jan '06

Hi I'm using otrs for a few months and it's working fine except the notification : i get notifications for new tickets and notes but not for follow-ups added by agents... (I selected all the notifications in Preferences) Any idea which option it could be ? or how i can modify this in the code ? Thanks for your help ! -- Florian

1 0

New changes to open
by keith.d.turner＠gmail.com 04 Jan '06

04 Jan '06

A fast question, When does a ticket change from "new" to "open"? I told my employer that I thought it was when there was an owner other than the system, but no response. That didn't seem to be it though. Is it when a ticket has an owner and unlocks? OTRS really needs a separate Users Manual. The online manual is pretty good at answering configuration questions, but a brief explanation and best usage for each feature would make training non-administrating non-customer user far easier. Thanks. Keith

3 2

No queue list in Auto Response <-> Queue
by Colby W. 04 Jan '06

04 Jan '06

I am running OTRS 2.0.4 upgraded from 2.0.3 and I have run into a problem. When I click on the Auto Response <-> Queue link in the Admin section I do not get a list of queues with their auto response options. Restarting Apache and MySQL doesn't help and there are no errors in the otrs.log file when I access /index.pl?Action=AdminQueueAutoResponse Is this a bug with OTRS or something wrong on my end? ---- Colby Williams SysOp Engineer IKANO Communications http://www.ikano.com/

1 0

Calculating avg. ticket open time by queue
by Davis, Gary H 04 Jan '06

04 Jan '06

Is there a way to calculate the average time between states in OTRS? For example: we would like to know the average time between "open" and "closed successfully" for all tickets submitted to the "development" queue. Any help would be appreciated.... Thanks Gary Davis PSIC Lab Manger

2 1

RE: [otrs] Calculating avg. ticket open time by queue
by Seigafuse, Mike 04 Jan '06

04 Jan '06

Here is a query to return average ticket close by category (which is set using freefield1). It should be relatively easy to adapt this to your needs... select ifnull(freetext1,'Unclassified'), avg(TO_DAYS(t.change_time) - TO_DAYS(t.create_time)) from ticket t, ticket_state ts where t.ticket_state_id = ts.id and ts.id in (2,10) and DATE_FORMAT(t.create_time,'%Y') = DATE_FORMAT(now(),'%Y') group by freetext1; I actually use this to feed a plot routine for my system that returns the data in the form of a graph For more comprehensive reporting (beyond a simple graph) we have implemented more of an SLA type of report and I've attached part of the SQL for that (we do it by queue/geography). It is implemented outside of the OTRS database since we didn't want to mess with adding new tables and impact our ability to easily upgrade, etc. Here is the table structure for that: Table bangalore_sla in database oc Field name Type Allow nulls? Key Default value Extras tn <http://palinux03.fcg.com:10000/mysql/edit_field.cgi?db=oc&table=bangalo re_sla&idx=0> varchar(50) No None month <http://palinux03.fcg.com:10000/mysql/edit_field.cgi?db=oc&table=bangalo re_sla&idx=1> tinyint(4) No None 0 year <http://palinux03.fcg.com:10000/mysql/edit_field.cgi?db=oc&table=bangalo re_sla&idx=2> smallint(6) No None 0 submitter <http://palinux03.fcg.com:10000/mysql/edit_field.cgi?db=oc&table=bangalo re_sla&idx=3> varchar(50) No None closed_by <http://palinux03.fcg.com:10000/mysql/edit_field.cgi?db=oc&table=bangalo re_sla&idx=4> varchar(50) No None subject <http://palinux03.fcg.com:10000/mysql/edit_field.cgi?db=oc&table=bangalo re_sla&idx=5> tinytext Yes None queue <http://palinux03.fcg.com:10000/mysql/edit_field.cgi?db=oc&table=bangalo re_sla&idx=6> varchar(200) No None type <http://palinux03.fcg.com:10000/mysql/edit_field.cgi?db=oc&table=bangalo re_sla&idx=7> varchar(150) No None category <http://palinux03.fcg.com:10000/mysql/edit_field.cgi?db=oc&table=bangalo re_sla&idx=8> varchar(150) No None status <http://palinux03.fcg.com:10000/mysql/edit_field.cgi?db=oc&table=bangalo re_sla&idx=9> varchar(100) No None create_time <http://palinux03.fcg.com:10000/mysql/edit_field.cgi?db=oc&table=bangalo re_sla&idx=10> datetime No None 0000-00-00 00:00:00 resp_time <http://palinux03.fcg.com:10000/mysql/edit_field.cgi?db=oc&table=bangalo re_sla&idx=11> datetime Yes None close_time <http://palinux03.fcg.com:10000/mysql/edit_field.cgi?db=oc&table=bangalo re_sla&idx=12> datetime Yes None hours_to_resolve <http://palinux03.fcg.com:10000/mysql/edit_field.cgi?db=oc&table=bangalo re_sla&idx=13> decimal(7,2) Yes None Here is the relevant part of the script we run to refresh the SLA tables... sladir='/home/oc_sla' date=`date -I` logfile=$sladir/refresh_oc_sla_$date.log # # Refresh SLA data # mysql -u $user -h $host -D otrs < $sladir/bangalore.sql > $logfile Hope it helps someone - have fun. Mike _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Davis, Gary H Sent: Wednesday, January 04, 2006 12:29 PM To: otrs(a)otrs.org Subject: [otrs] Calculating avg. ticket open time by queue Is there a way to calculate the average time between states in OTRS? For example: we would like to know the average time between "open" and "closed successfully" for all tickets submitted to the "development" queue. Any help would be appreciated.... Thanks Gary Davis PSIC Lab Manger This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

1 0

How many tanle are required for External Backends ?
by Florent Guiliani 04 Jan '06

04 Jan '06

Hi all, If you configure an external backend strangely OTRS 2.0.4 will make request on other tables than the only customer one. I've got a PostgresSQL database where OTRS is installed. My Customers are in an Oracle database so I've changed $Self->{CustomerUser} in Config.pm to override the internal default one. While searching and displaying current customers is OK, creating failed with: Software error: Can't call method "fetchrow_array" on an undefined value at /home/otrs//Kernel/System/DB.pm line 477. In fact OTRS try to select valid table in Oracle not in PostgresQL where the table is located. Where is the catch ? Here the apache logs: And in the apache logs: [Wed Jan 4 15:40:47 2006] -e: DBD::Oracle::db prepare failed: ORA-00942: table or view does not exist (DBD ERROR: error possibly near <*> indicator at char 15 in 'SELECT id FROM <*>valid WHERE name = 'valid'') [for Statement "SELECT id FROM valid WHERE name = 'valid'"] at /home/otrs//Kernel/System/DB.pm line 432. ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed Jan 4 15:40:47 2006 Message: ORA-00942: table or view does not exist (DBD ERROR: error possibly near <*> indicator at char 15 in 'SELECT id FROM <*>valid WHERE name = 'valid''), SQL: 'SELECT id FROM valid WHERE name = 'valid'' Traceback (27021): Module: Kernel::System::DB::GetValidIDs (v1.47) Line: 680 Module: Kernel::System::CustomerUser::DB::CustomerSearch (v1.36) Line: 178 Module: Kernel::System::CustomerUser::DB::CustomerUserAdd (v1.36) Line: 340 Module: Kernel::System::CustomerUser::CustomerUserAdd (v1.22) Line: 293 Module: Kernel::Modules::AdminCustomerUser::Run (v1.37 ) Line: 260 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::home_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 187 Module: ModPerl::RegistryCooker::run (v1.80) Line: 187 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 159 Module: ModPerl::Registry::handler (v1.99) Line: 16 [Wed Jan 04 15:40:47 2006] [error] 27021: ModPerl::Registry: [Wed Jan 4 15:40:47 2006] -e: Can't call method "fetchrow_array" on an undefined value at /home/otrs//Kernel/System/DB.pm line 477.! Here my Config.pm: package Kernel::Config; sub Load { my $Self = shift; $Self->{DatabaseHost} = 'localhost'; $Self->{Database} = 'otrs'; $Self->{DatabaseUser} = '*********'; $Self->{DatabasePw} = '********'; $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; $Self->{Home} = '/home/otrs'; $Self->{SecureMode} = 1; $Self->{'Ticket::Frontend::CustomerInfoCompose'} = 1; $Self->{'Ticket::Frontend::CustomerInfoZoom'} = 1; $Self->{'Ticket::Frontend::CustomerInfoQueue'} = 0; $Self->{FQDN} = 'support.perinfo.biz'; $Self->{AdminEmail} = 'fguiliani(a)perinfo.com'; $Self->{Organization} = 'Perinfo'; $Self->{DefaultLanguage} = 'fr'; $Self->{DefaultCharset} = 'iso-8859-15'; $Self->{CheckEmailAddresses} = 0; $Self->{SessionMaxTime} = 30*24*60*60; $Self->{SessionMaxIdleTime} = 3*24*60*60; $Self->{'TimeWorkingHours'} = { Mon => [ 9,10,11,12,13,14,15,16,17,18 ], Tue => [ 9,10,11,12,13,14,15,16,17,18 ], Wed => [ 9,10,11,12,13,14,15,16,17,18 ], Thu => [ 9,10,11,12,13,14,15,16,17,18 ], Fri => [ 9,10,11,12,13,14,15,16,17,18 ], Sat => [ ], Sun => [ ], }; $Self->{'TimeVacationDays'} = { 1 => { 1 => 'Nouvel an', }, 5 => { 1 => '1er mai', }, 7 => { 14 => '14 juillet', }, 11 => { 11 => '11 novembre', }, 12 => { 25 => 'Noël', 26 => 'Saint Etienne', }, }; $Self->{SwitchToUser} = 1; $Self->{SpellCheckerDictDefault} = 'francais'; $Self->{PreferencesGroups}->{SpellDict}->{Data} = { 'francais'=> 'Francais', 'english' => 'English', 'deutsch' => 'Deutsch', }; $Self->{CustomerGroupSupport} = 1; $Self->{CustomerPanelLogoutURL} = 'http://www.perinfo.com'; $ENV{ORACLE_HOME} = '/oracle/8.1.7'; $ENV{NLS_LANG} = "french_france.we8iso8859p1"; $ENV{LD_LIBRARY_PATH} = "/oracle/8.1.7/lib"; $Self->{CustomerUser} = { Name => 'BDD_GESCAR', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN => 'DBI:Oracle:sid=perorcl;host=192.100.0.11;port=1521;', User => '********', Password => '**********', Table => 'otrs_customer', }, CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], CustomerUserEmailUniqCheck => 1, Map => [ [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Telephone', 'phone', 1, 0, 'var', '', 0 ], [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Validité', 'valid_id', 0, 1, 'int', '', 0 ], ], Selections => { UserSalutation => { 'M.' => 'M.', 'Mme.' => 'Mme.', 'Mlle.' => 'Mlle.', }, }, }; } use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.16 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; 1; Florent,

1 0

Notification about new tickets
by Marc Grimme 04 Jan '06

04 Jan '06

Hello, I'm using otrs 2.0.4 and have a question about notification of new tickets. When I create a new ticket via Email and PostMasterPop3 fetches it, every agent who is in the group of the queue the Email-Address points to gets a notification. But when a customer creates a new ticket nobody gets notified. I had a look in the code and found out that $self->{GroupObject} is the reason for that behaviour. When a Customer creates a ticket $self->{GroupObject} is an instance of Kernel::System::CustomerGroup and when PostMaster creates a ticket it is an instance of Kernel::System::Group (in Kernel::System::Ticket.pm). As far as I understand it the ticket tries to send notifications to all members of the group of the queue and gets the agent/user objects from the context of $self->{GroupObject}. Now if that is a Kernel::System::CustomerGroup no agent/user will be found and no notification will be issued. But I cannot understand why agents will be notified when a customer creates a ticket via web and all agents will be notified otherwise. Or is this designed by concept and I just got something wrong or can I change that behaviour? Thanks for you help. Regards Marc. -- Gruss / Regards, Marc Grimme Phone: +49-89 121 409-54 http://www.atix.de/ ** ATIX - Ges. fuer Informationstechnologie und Consulting mbH Einsteinstr. 10 - 85716 Unterschleissheim - Germany

1 1

Can't select myself as owner
by Alexander Scholler 04 Jan '06

04 Jan '06

Hi Eilif, > I have to press "all" and then I am able to > choose myself as owner. Only these agents are listed in the owner-selection (without pressing "all") that have activated the selected queue as one of their "My Queues". Bye, Alex

1 0

no escalation emails
by Alexander Scholler 04 Jan '06

04 Jan '06

Hi Jochen, >I run OTRS 2.0.4 under Windows Server 2003 and my problem is that >I did not receive any emails when a ticket gets escalated. A ticket can only escalate if it's unlocked. To whom should such an escalation mail be send? As far as I know this feature doesn't exist. But a mail can be send when a ticket is unlocked automatically. For that, the queue the ticket is in must have set an unlock timeout. Further the unlock-Cronjob must be activated and your personal preferences must be set to activated unlock-mail-notification. How to set a cron job (planned tasks?) under M$-Windows? Don't ask me, consult the docs and mailing lists. Bye, Alex

1 0

AW: [otrs] AD authentication problems?
by Thorsten.Dannhausen＠Bertelsmann.de 04 Jan '06

04 Jan '06

Hi Mike, I wrote some comment's in youre config.pm marked with --> You forgot to enter the search user in some later point, so the correct data was overwritten. Regards Thorsten -----Ursprüngliche Nachricht----- Von: Mike Pietersen [mailto:mikep@allstatefastener.com] Gesendet: Dienstag, 3. Januar 2006 20:35 An: User questions and discussions about OTRS.org Betreff: [otrs] AD authentication problems? I've put AD authentication in place with my OTRS and I get this error when I try to initialize otrs. It says it starts ok, but it still doesn't work properly. Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 80, <PRODUCT> line 12. The error's line number constantly changes when refreshing the page, so it doesn't really give me a good read on whats going on. Line 80 on the CustomerUser.pm is eval "require $GeneratorModule"; but it seems that the line and error change sometimes. Is it not authenticating properly? My Config.pm is as follows... # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2005 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: Config.pm.dist,v 1.16 2005/05/27 18:12:15 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; # -- sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'root'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgrSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/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'} = 'asf-fp1.allstatefastener.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=allstatefastener,DC=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs,CN=Users,DC=allstatefastener,DC=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'asfcorp02'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'asf-fp1.allstatefastener.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=allstatefastener,DC=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'OU=Users,DC=allstatefastener,DC=local'; --> put in the same user details as above $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; --> put the password in $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'asf-fp1.allstatefastener.local', BaseDN => 'DC=allstatefastener,DC=local', SSCOPE => 'sub', UserDN => 'CN=otrs,CN=Users,DC=allstatefastener,DC=local', UserPw => 'asfcorp02', }, 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' ], ], }; # **************************************************** # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'webdev2.allstatefastener.local'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'DefaultCharset'} = 'iso-8859-1'; $Self->{'AdminEmail'} = 'it(a)allstatefastener.com'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.16 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; Any help is appreciated! Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388 _______________________________________________ OTRS mailing 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

AD authentication problems?
by Mike Pietersen 03 Jan '06

03 Jan '06

I've put AD authentication in place with my OTRS and I get this error when I try to initialize otrs. It says it starts ok, but it still doesn't work properly. Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 80, <PRODUCT> line 12. The error's line number constantly changes when refreshing the page, so it doesn't really give me a good read on whats going on. Line 80 on the CustomerUser.pm is eval "require $GeneratorModule"; but it seems that the line and error change sometimes. Is it not authenticating properly? My Config.pm is as follows... # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2005 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: Config.pm.dist,v 1.16 2005/05/27 18:12:15 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; # -- sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'root'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgrSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/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'} = 'asf-fp1.allstatefastener.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=allstatefastener,DC=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs,CN=Users,DC=allstatefastener,DC=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'asfcorp02'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'asf-fp1.allstatefastener.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=allstatefastener,DC=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'OU=Users,DC=allstatefastener,DC=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'asf-fp1.allstatefastener.local', BaseDN => 'DC=allstatefastener,DC=local', SSCOPE => 'sub', UserDN => 'CN=otrs,CN=Users,DC=allstatefastener,DC=local', UserPw => 'asfcorp02', }, 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' ], ], }; # **************************************************** # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'webdev2.allstatefastener.local'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'DefaultCharset'} = 'iso-8859-1'; $Self->{'AdminEmail'} = 'it(a)allstatefastener.com'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.16 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; Any help is appreciated! Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388

1 0

no escalation emails
by Jochen Kächelin 03 Jan '06

03 Jan '06

I run OTRS 2.0.4 under Windows Server 2003 and my problem is that I did not receive any emails when a ticket gets escalated. What to change to get informed via email when a ticket gets escalated? -- wlanhacking.de

1 0

What are all the possible <OTRS_*> variables?
by Peake, Jeremy 03 Jan '06

03 Jan '06

I can't find any documentation that lists what <OTRS_* variables are available for notifications. Does anyone have a list? Thanks

1 0

No password needed for customer end?
by Richard Mollel 03 Jan '06

03 Jan '06

Hi, I am setting up otrs for the first time for internal use. Users are complaining already for too many passwds to remember. Since this will all be accessible via intranet, how can i remove the passwd requirement for customers to view their tickets? When a ticket is created, and a customer is email a URL containing his ticket, i need them to be able to simply click on the link, and see their ticket, without being requested for a passwd. _Thanks Richard __________________________________________ Yahoo! DSL Something to write home about. Just $16.99/mo. or less. dsl.yahoo.com

1 0

Can't select myself as owner
by Eilif Johannsen - Procard 03 Jan '06

03 Jan '06

When I create a new ticket, and have selected "To:" only one name is available in "Owner:". I have to press "all" and then I am able to choose myself as owner. Alle of the users have this problem. Regards Eilif

1 0

OTRS - Required Fields
by Alexander Scholler 03 Jan '06

03 Jan '06

Hi Natalie, > We just need to create one customer user without an email address. you just need to set CheckEmailAddresses to no. Then you can use any free text as email address. Remember that e.g. auto-answers for new phone tickets result in mail-server replies like unknown users or unknown mail server. Bye, Alex

1 0

How about Oracle?
by Florent Guiliani 03 Jan '06

03 Jan '06

Hi all, I'm evaluating OTRS and I've got some Oracle instance. Is OTRS 2.0 works fine with Oracle? Anybody has an experience? Florent,

2 1

OTRS - Required Fields
by Natalie Walker 03 Jan '06

03 Jan '06

Hi, The following was posted back in October; does anyone know if this is possible? We just need to create one customer user without an email address. Many thanks in advance, Natalie Walker >Wed Oct 5 14:04:02 CEST 2005 >Hi all, >How can I change the email so that its not a required field? Most people >that I open tickets for don't have an e-mail address. >Thanks! >Bryon Wells

1 0

AW: [otrs] SLA violation
by shawn.beasley＠dlh.de 03 Jan '06

03 Jan '06

To whom it may concern, You could misuse the status field for an SLA. Just create a state for each customer that corresponds with the pending reminder state, and then set the pending date during ticket creation to the SLA deadline or a little before. Then, you would receive a reminder email if the ticket has been forgotten. This would be a possibility. Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von ali Gesendet: Montag, 2. Januar 2006 16:30 An: otrs(a)otrs.org Betreff: [otrs] SLA violation hello everybody, is there any way to define for each customer an attrobutes that correspond to its contracted time-to-fix in the SLA. then once the ticket is clotured, we are able to know if the time-to-fix commitment has been fullfiled or not ? kind regards _____ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez <http://us.rd.yahoo.com/messenger/mail_taglines/default/*http:/fr.beta.messe…> la version beta.

1 0

Cannot send email through OTRSCannot send email through OTRS
by scott＠fingerworks.com 02 Jan '06

02 Jan '06

I am running otrs 1.3.2 on Debian. When I first set the system up emails sent out without a problem. At some point mails stopped sending (I'm not sure when although it may correspond with a server outage that we had). I never see any errors or bounced messages and the OTRS system log indicates that the mail was sent without error. Any ideas???? Thanks, Scott ------------------------------------------------- This mail sent through IMP: http://horde.org/imp/

1 0

SLA violation
by ali 02 Jan '06

02 Jan '06

hello everybody, is there any way to define for each customer an attrobutes that correspond to its contracted time-to-fix in the SLA. then once the ticket is clotured, we are able to know if the time-to-fix commitment has been fullfiled or not ? kind regards --------------------------------- Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international.Téléchargez la version beta.

1 0

Calendar problem
by David Kreuz 02 Jan '06

02 Jan '06

Hello, is there a way to configure Calendar for the Customer users to (only) show them the actions added by standard users? Do I have to set up AgentCalendar for Customers users? Thanks in advance, David Kreuz

1 0

AW: [otrs] OTSR Configuration Options
by shawn.beasley＠dlh.de 02 Jan '06

02 Jan '06

Dear Richard, First of all, your name was well selected. - The Great Petty!!! To the question about "We'd like our customers to be able to create their tickets using a web interface and to be able to self-select the appropriate queue. Is this possible?" This is of course possible over the customer.pl script. This only has to be available to customers. And you go to sysconfig: Config Options: Framework -> Frontend::Customer And set this option to yes CustomerGroupSupport: Then the queue that you want to have available to your customer have to be assigned to a group where the customer RW rights has. Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Richard Petty Gesendet: Samstag, 31. Dezember 2005 01:16 An: otrs(a)otrs.org Betreff: [otrs] OTSR Configuration Options I'm evaluating OTSR to possible replacement of our current, in-house developed ticket system. I've printed and bounds the docs, studied them, and based on what I've read therein and in this mail list, I have some concerns about the way OTSR works versus how we'd like it to work. Our current ticket system does not maintain a user database; customer info like names, department numbers, and telephone numbers are properties of each trouble ticket. Several challenges arise from OTSR's management of users but, as sophisticated as OTSR appears, there may be ways to make it work for us. First, everyone can authenticate to a corporate read-only LDAP database. This works fine. But is there a way to configure OTSR to auto-register customers when they first authenticate, maybe loading the backend SQL user database with info pulled from the LDAP authentication database? We'd like our customers to be able to create their tickets using a web interface and to be able to self-select the appropriate queue. Is this possible? --Richard Austin, Texas _______________________________________________ OTRS mailing 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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OTSR Configuration Options
by Richard Petty 31 Dec '05

31 Dec '05

I'm evaluating OTSR to possible replacement of our current, in-house developed ticket system. I've printed and bounds the docs, studied them, and based on what I've read therein and in this mail list, I have some concerns about the way OTSR works versus how we'd like it to work. Our current ticket system does not maintain a user database; customer info like names, department numbers, and telephone numbers are properties of each trouble ticket. Several challenges arise from OTSR's management of users but, as sophisticated as OTSR appears, there may be ways to make it work for us. First, everyone can authenticate to a corporate read-only LDAP database. This works fine. But is there a way to configure OTSR to auto-register customers when they first authenticate, maybe loading the backend SQL user database with info pulled from the LDAP authentication database? We'd like our customers to be able to create their tickets using a web interface and to be able to self-select the appropriate queue. Is this possible? --Richard Austin, Texas

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AW: [otrs] Translation and templates in OTRS?
by shawn.beasley＠dlh.de 30 Dec '05

30 Dec '05

Dear Lars, Here is a starting point. I believe you must first have a Translation file which is located in /opt/otrs/Kernel/Language After this is done, then you will have to find a way to integrate this into the kernel. Check in these kernel components Frontend::Agent::ModuleRegistration 3 FAQ Core 24 Framework Frontend::Agent::Preferences 9 Framework Frontend::Customer::Preferences 9 Framework I have not done this, but it seems to be possible in this way to do that. Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Lars E. D. Jensen Gesendet: Freitag, 30. Dezember 2005 14:26 An: otrs(a)otrs.org Betreff: [otrs] Translation and templates in OTRS? Hi list I see it's possible to change the looks of the customer.pl webinterface, but can't find any documentation showing that. Could someone point me in the right direction :) And I would like to translate OTRS into Danish. How? :D Thanks. -- Lars E. D. Jensen <ledj-ml(a)dcmedia.biz> _______________________________________________ OTRS mailing 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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Translation and templates in OTRS?
by Lars E. D. Jensen 30 Dec '05

30 Dec '05

Hi list I see it's possible to change the looks of the customer.pl webinterface, but can't find any documentation showing that. Could someone point me in the right direction :) And I would like to translate OTRS into Danish. How? :D Thanks. -- Lars E. D. Jensen <ledj-ml(a)dcmedia.biz>

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Merge usage
by Keith Turner 30 Dec '05

30 Dec '05

I'm looking to merge 2 tickets - do I just enter the ticket number into the "Merge to:" text box? What happens then - I don't want to screw up customer data here. Keith

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How to upgrade from 2.0.3 to 2.0.4
by updates 29 Dec '05

29 Dec '05

Hi guys, I am searching for some time in the net how can I upgrade from otrs 2.0.3 to 2.0.4 Can anyone give me some link or so ? Thank you

3 3

Database connection problem
by Alina Florea 29 Dec '05

29 Dec '05

Hi, I have installed OTRS 2.0.4 on a Fedora Core 3. I have an error message "Can't connect to database" (Can't connect to local MySQL server trough socket '/var/lib/mysql/mysql.soc'. I have this message at the third step when using the web installer (Chapter3: Installation of OTRS framework, pp: 25, on the OTRS documentation) Has anyone an answer for me? Another question is: I have OTRS 1.3 istalled on another server (Fedora Core 3). The connection is very slow: when connecting, when sending an email, when open a ticket. Sometimes we have to wait 2-3 minutes for a ticket to open. Have you any idea? The sql data base has 300Mo. The server has enough freespace and 512 Mo Ram. Any help will be appreciate. Thanks. Alina.

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Help required very urgnet...
by Deepak Chopra 29 Dec '05

29 Dec '05

Dear All, I've facing a problem in OTRS2, I've installed otrs-2.0.3 on my redhat 9 and then after Fedora Core 3 machine, but facing a same error message "OTRS-PM3-10 : [Notice]: Sent no 'auto reply' for Ticket { Ticket_NO ] because the sender doesn't want a auto-response ( e.g. loop or precedence header )" every time after getting a request, otrs generates a ticket no but doesn't send auto response email to the users. And some times it is sending 2-3 emails immediate after installation and then start showing the same error message. Can any of you please help me out, how to start the auto-response message and why this message is coming, what is the reasons. Thanks in advance Deepak

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(no subject)
by Peake, Jeremy 28 Dec '05

28 Dec '05

Is there documentation someplace that shows all the available <OTRS_...> variables that can be used in notifications? Thanks

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RE: [otrs] help (active directory authentication)
by Mike Pietersen 28 Dec '05

28 Dec '05

Line 79 in the /opt/otrs/Kernel/System/Log.pm $Self->{Key} = shmget($Self->{IPCKey}, $Self->{IPCSize}, 0777 | 0001000) || die $!; 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 Nils Breunese (Lemonbit Internet) Sent: Wednesday, December 28, 2005 9:39 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] help (active directory authentication) Mike Pietersen wrote: > Thanks for the reply, that worked in getting the system back up and > able to log in temporarily, > > However after I rebooted the box now I'm getting > > "Permission denied at /opt/otrs//Kernel/System/Log.pm line 79"I'm > looking at the log file in /etc/httpd/logs/error_log and I don't > seem to be getting any other information other than that error.What > could be preventing my access?? You might want to look at line 79 of your /opt/otrs/Kernel/System/ Log.pm file, as the error indicates. What is that line? Nils. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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RE: [otrs] help (active directory authentication)
by Mike Pietersen 28 Dec '05

28 Dec '05

Thanks for the reply, that worked in getting the system back up and able to log in temporarily, However after I rebooted the box now I'm getting "Permission denied at /opt/otrs//Kernel/System/Log.pm line 79" I'm looking at the log file in /etc/httpd/logs/error_log and I don't seem to be getting any other information other than that error. What could be preventing my access?? Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388 ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thorsten.Dannhausen(a)Bertelsmann.de Sent: Wednesday, December 28, 2005 8:46 AM To: otrs(a)otrs.org Subject: AW: [otrs] help (active directory authentication) Hi Mike, I think you almost got it, try: $Self->{'AuthModule::LDAP::Host'} = 'asf-fp1.allstatefastener.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=allstatefastener,DC=local'; And so on... Regards Thorsten ________________________________ Von: Mike Pietersen [mailto:mikep@allstatefastener.com] Gesendet: Mittwoch, 28. Dezember 2005 14:41 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] help (active directory authentication) Okay, I've used the template that they have in the ver. 1.3 documentation to try and enable AD authentication, but I'm getting errors when I try and log into the index.pl I get the following error/s. IO::Socket::INET: Bad hostname '[x.x.x.x]' at /opt/otrs//Kernel/System/CustomerUser/LDAP.pm line 63 Or Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 80, <PRODUCT> line 12 My configuration is as follows. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '[asf-fp1.allstatefastener.local]'; $Self->{'AuthModule::LDAP::BaseDN'} = '[DC=allstatefastener,DC=local]'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = '[CN=otrs,CN=Users,DC=allstatefastener,DC=local]'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '[xxx]'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '[asf-fp1.allstatefastener.local]'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = '[DC=allstatefastener,DC=local]'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = '[OU=Users,DC=allstatefastener,DC=local]'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '[]'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '[asf-fp1.allstatefastener.local]', BaseDN => '[DC=allstatefastener,DC=local]', SSCOPE => 'sub', UserDN => '[CN=otrs,CN=Users,DC=allstatefastener,DC=local]', UserPw => '[xxx]', }, 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' ], ], }; Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388

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RE: [otrs] help (active directory authentication)
by Mike Pietersen 28 Dec '05

28 Dec '05

Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388 ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Pietersen Sent: Wednesday, December 28, 2005 8:41 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] help (active directory authentication) Okay, I've used the template that they have in the ver. 1.3 documentation to try and enable AD authentication, but I'm getting errors when I try and log into the index.pl I get the following error/s. IO::Socket::INET: Bad hostname '[x.x.x.x]' at /opt/otrs//Kernel/System/CustomerUser/LDAP.pm line 63 Or Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 80, <PRODUCT> line 12 My configuration is as follows. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '[asf-fp1.allstatefastener.local]'; $Self->{'AuthModule::LDAP::BaseDN'} = '[DC=allstatefastener,DC=local]'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = '[CN=otrs,CN=Users,DC=allstatefastener,DC=local]'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '[xxx]'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '[asf-fp1.allstatefastener.local]'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = '[DC=allstatefastener,DC=local]'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = '[OU=Users,DC=allstatefastener,DC=local]'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '[]'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '[asf-fp1.allstatefastener.local]', BaseDN => '[DC=allstatefastener,DC=local]', SSCOPE => 'sub', UserDN => '[CN=otrs,CN=Users,DC=allstatefastener,DC=local]', UserPw => '[xxx]', }, 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' ], ], }; Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388

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AW: [otrs] help (active directory authentication)
by Thorsten.Dannhausen＠Bertelsmann.de 28 Dec '05

28 Dec '05

Hi Mike, I think you almost got it, try: $Self->{'AuthModule::LDAP::Host'} = 'asf-fp1.allstatefastener.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=allstatefastener,DC=local'; And so on... Regards Thorsten _____ Von: Mike Pietersen [mailto:mikep@allstatefastener.com] Gesendet: Mittwoch, 28. Dezember 2005 14:41 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] help (active directory authentication) Okay, I've used the template that they have in the ver. 1.3 documentation to try and enable AD authentication, but I'm getting errors when I try and log into the index.pl I get the following error/s. IO::Socket::INET: Bad hostname '[x.x.x.x]' at /opt/otrs//Kernel/System/CustomerUser/LDAP.pm line 63 Or Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 80, <PRODUCT> line 12 My configuration is as follows. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '[asf-fp1.allstatefastener.local]'; $Self->{'AuthModule::LDAP::BaseDN'} = '[DC=allstatefastener,DC=local]'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = '[CN=otrs,CN=Users,DC=allstatefastener,DC=local]'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '[xxx]'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '[asf-fp1.allstatefastener.local]'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = '[DC=allstatefastener,DC=local]'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = '[OU=Users,DC=allstatefastener,DC=local]'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '[]'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '[asf-fp1.allstatefastener.local]', BaseDN => '[DC=allstatefastener,DC=local]', SSCOPE => 'sub', UserDN => '[CN=otrs,CN=Users,DC=allstatefastener,DC=local]', UserPw => '[xxx]', }, 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' ], ], }; Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388

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RE: [otrs] help (active directory authentication)
by Mike Pietersen 28 Dec '05

28 Dec '05

Okay, I've used the template that they have in the ver. 1.3 documentation to try and enable AD authentication, but I'm getting errors when I try and log into the index.pl I get the following error/s. IO::Socket::INET: Bad hostname '[x.x.x.x]' at /opt/otrs//Kernel/System/CustomerUser/LDAP.pm line 63 Or Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 80, <PRODUCT> line 12 My configuration is as follows. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '[asf-fp1.allstatefastener.local]'; $Self->{'AuthModule::LDAP::BaseDN'} = '[DC=allstatefastener,DC=local]'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = '[CN=otrs,CN=Users,DC=allstatefastener,DC=local]'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '[xxx]'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '[asf-fp1.allstatefastener.local]'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = '[DC=allstatefastener,DC=local]'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = '[OU=Users,DC=allstatefastener,DC=local]'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '[]'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '[asf-fp1.allstatefastener.local]', BaseDN => '[DC=allstatefastener,DC=local]', SSCOPE => 'sub', UserDN => '[CN=otrs,CN=Users,DC=allstatefastener,DC=local]', UserPw => '[xxx]', }, 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' ], ], }; Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388

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RE: [otrs] receiving emails
by Tim Smith 28 Dec '05

28 Dec '05

Hi Ibrahim, Gmail does not use the standard POP3 ports, also Gmail requires SSL communication. I'm not sure if you will be able to get this to work with OTRS.. I'm fairly new to OTRS myself so maybe there is a way to do this. I have successfully setup POP account checking using regular POP accounts. So as for your other questions, yes when my OTRS POP accounts are checked the email is removed from the server, so only the OTRS gets the email. If you need the emails to stay on the POP accounts you can have the POP server BCC another account when email is received. Anyhow hope this helps! OTRS is working well for me save 2 problems, 1. It corrupts attachments, attached via the agent web interface. 2. Spell checking is not working Tim Smith, OTRS 2.0.4 on Windows Advanced Management Systems -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of ibrahim ALIZ Sent: Tuesday, December 27, 2005 8:18 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] receiving emails Thanks Thomas, but if you are an OTRS expert it is really a pity.. As I've already said: > I am a bit new to OTRS, and TESTING THE SYSTEM for > my company. shall I write it in blue or red?? :) I hope someone will give a more serious repply, I really have to find some solution.. ibrahim --- Thomas Wouters <thomas(a)sijn.org> wrote: > if your company runs on a gmail account i would > realy realy think about > moving on to the real world. > > And about your problem, in the admin area there is a > littel buton called > "postmaster POP3 Accounts" > > if it doesn't work you need to install otrs properly > like the manual says! > > http://doc.otrs.org/2.0/en/html/c218.html > > Thomas > > > ibrahim ALIZ wrote: > > >Hi everybody, > > > >I am a bit new to OTRS, and testing the system for > my > >company. > > > >I have some problems to configure OTRS while > receiving > >emails. > >I want to receive emails from a POP3 account. It > seems > >not complex, > >but I still can't receive any mails for the > system.. > > > >For example, is it possible to configure OTRS to > >receive the emails > >from a gmail account. If it is how shall I > configure > >the POP3 account > >in the OTRS. > > > >And I also need some information to make it clear. > >When I configured this > >POP3 acc. will OTRS system receive all the emails > >instead of the other acc.?? > > > >Thanks for any answer, > > > >ibrahim > > > > > > > > > > Wij SIJN er voor u! > --- > Thomas Wouters > Thomas(a)sijn.nl > > SIJN > Veerpoortstraat 28 > 6981 BN Doesburg > > Tel: 062-33 89 144 > Fax: 084-22 02 007 > www: www.sijn.nl > > > _______________________________________________ > OTRS mailing 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/ > __________________________________________ Yahoo! DSL - Something to write home about. Just $16.99/mo. or less. dsl.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/

2 1

receiving emails
by ibrahim ALIZ 27 Dec '05

27 Dec '05

Hi everybody, I am a bit new to OTRS, and testing the system for my company. I have some problems to configure OTRS while receiving emails. I want to receive emails from a POP3 account. It seems not complex, but I still can't receive any mails for the system.. For example, is it possible to configure OTRS to receive the emails from a gmail account. If it is how shall I configure the POP3 account in the OTRS. And I also need some information to make it clear. When I configured this POP3 acc. will OTRS system receive all the emails instead of the other acc.?? Thanks for any answer, ibrahim __________________________________________ Yahoo! DSL Something to write home about. Just $16.99/mo. or less. dsl.yahoo.com

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RE: [otrs] help (active directory authentication)
by Mike Pietersen 27 Dec '05

27 Dec '05

Does anyone have a config file that I could use as a template? Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388

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Extended customer search in queue?
by Daniel Ciaglia 27 Dec '05

27 Dec '05

Hi, are there any plans to have an extended 'customer search' form available? Reason: I'd like to have the possibility to search for specific fields like - Customer ID (eg. 12345) - this would be the company itself - Customer Company name - Customer user (eg. John Doe) - Customer user email-address and parts of it -> john.doe(a)foo.invalid -> *(a)foo.invalid - Address / Country and to do a full search through all defined 'search fields'. CU, Daniel -- .oO(>-------------------------------v----------------------------<)Oo. | Daniel Ciaglia | "Count the Moon." | | daniel [at] ciaglia [dot] de | "One." | | >> Knowledge Brings Fear << | "Whoa...." |

1 1

Feature request: Jump to Ticket#
by Pim Rupert (Lemonbit) 27 Dec '05

27 Dec '05

Often, when talking on the phone with a client, or talking about a ticket with a co-worker, you want fast access to that ticket. OTRS is missing a feature to quickly 'jump' to a ticket# or client#. In other ticket management systems I find a "Jump to Ticket#" feature (a text field in the upper right). It might be a good idea to expand the Jump to Ticket# feature with a Jump to ClientID feature, since handling multiple tickets per clients can be quite awesome with OTRS. Please let me know what you think about it. Best regards, Pim Rupert

2 2

OTRS 1.3.2 and PendingJobs.pl
by ml＠charliesangels.biz 27 Dec '05

27 Dec '05

Hi all, I have a little Problem with my PendingJobs.pl. The Cronjob's only Output is Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately after start byte 0xfc) in substitution (s///) at /opt/otrs/Kernel/System/Ticket/Article.pm line 958. Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately after start byte 0xfc) in substitution (s///) at /opt/otrs/Kernel/System/Ticket/Article.pm line 958. Any ideas of what caused this problem and how to fix it ? Thanks and regards Sascha

1 0

Friedrich Vedder/BECKIPC/DE ist außer Haus.
by Friedrich Vedder 27 Dec '05

27 Dec '05

Ich werde ab 27.12.2005 nicht im Büro sein. Ich kehre zurück am 30.12.2005. Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

1 0

OTRS on Mac?
by Alina Florea 26 Dec '05

26 Dec '05

Hi, Is OTRS compatible with Mac systems? Thanks for your answer and best regards, Alina.

2 2

RE: [otrs] Corrupted Attachments
by Tim Smith 23 Dec '05

23 Dec '05

1) Is the attachment corrupted on the filesystem, or only when viewed via OTRS? Looks like both. 2) Can you determine the type of corruption? ie, is it perhaps being truncated at a certain size? It is pretty strange in one case the JPG has different byte counts in every location! Source is 379,467 Filesytem(OTRS) 379,478 Downloaded out of OTRS web 379,466 The file is viewable but colors are off + some artifacts. It does not look like the files are all truncated to XXX past a certain size... 3) Does this only happen with .pdf attachments or with all types? Does it happen with text attachments? It does not appear to corrupt TXT attachments IE all of the text is there, however the formatting get very messed up. Lots of little squares everywhere and no carriage returns so I guess it is corrupted! It is corrupting JPGs, PDFs, seems like almost everything. I had a .DOC go though with no visible issues. But the byte count could have been off. Thanks for the help Bryan! Tim Smith, Advanced Management Systems -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bryan Fullerton Sent: Friday, December 23, 2005 4:19 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Corrupted Attachments On 12/20/05, Tim Smith <timsmith(a)amssoftware.com> wrote: > When I attach something to a ticket from the agent interface it sometimes is > corrupted. > > PDFs will open and error with various problems. > > Customer attachments seem to be fine. > > Both the agent and customer attachments have been set to store in the FS > via... [snip] Is the attachment corrupted on the filesystem, or only when viewed via OTRS? Can you determine the type of corruption? ie, is it perhaps being truncated at a certain size? Does this only happen with .pdf attachments or with all types? Does it happen with text attachments? Bryan _______________________________________________ OTRS mailing 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

Disable modperl
by Hans Scheffers 23 Dec '05

23 Dec '05

Hi How do I disable mod_perl completely in otrs 2.0.4? grtz -- Met vriendelijke groet, Hans Scheffers

2 1

Corrupted Attachments
by Tim Smith 23 Dec '05

23 Dec '05

Hi All, I'm having trouble with attachments. When I attach something to a ticket from the agent interface it sometimes is corrupted. PDFs will open and error with various problems. Customer attachments seem to be fine. Both the agent and customer attachments have been set to store in the FS via... Core::Ticket::StorageModule and Core::Web::WebUploadCacheModule OTRS 2.0.4 on windows Thanks! Tim Smith, Advanced Management Systems

2 1

PostMasterPOP3 error
by Danie Theron 23 Dec '05

23 Dec '05

Hi , Other than rebuilding my OTRS box , I am not sure what the problem is. I did check the archives , but none of those solutions seems to apply to my problem. When I manually run PostMasterPOP3.pl , it gives me the error ,"Can't create PID PostMasterPOP3, because it's already running". I added the if option and that seemed to work for a while , but now still I'm getting the above error. I also noticed that if I leave the cronjob to run it , it still gives the error as well , only after a while does it start to fetch new mail. I changed the default mail msg size in the Sysconfig , can this affect it as well? Also certain POP3 mailboxes I added in OTRS does not get checked , even though I tested it and it works. I hope this is enough information to constitute a response as I am at my wits end. TIA Daniel > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Danie Theron > Sent: 15 December 2005 12:59 PM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] PostMasterPOP3 error , please help![Scanned] > > How does the process id lock work exactly? Is there a way to set the > default PID unlock to less (/Kernel/System/PID.pm?). Is there ANYONE that > maybe has/had the same problem. Really a head scratcher , any help would > be greatly appreciated. > > TIA > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > > Danie Theron > > Sent: 14 December 2005 12:35 PM > > To: otrs(a)otrs.org > > Subject: [otrs] PostMasterPOP3 error , please help![Scanned] > > > > Hi , > > > > I am getting the following error , what baffles me is when I try and > > kill the process ID , it's not even there. > > > > "Can't create PID PostMasterPOP3, because it's already running" > > > > I did a search on the archives , I didn't add any new funny rules or > > anything. It also seems the -f option no longer works :( > > > > Please help , I'm in dire need. > > > > Regards , > > > > Danie Theron > > > > > > It is common knowledge that there are three sides to the force: the > > light side, the dark side, and Chuck Norris. > > > > > > ------------------------------------------------------------------------ > > ---- > > The information transmitted is intended only for the person or entity to > > which it is addressed and may contain confidential and/or privileged > > material. Any review, retransmission, dissemination or other use of, or > > taking of any action in reliance upon, this information by persons or > > entities other than the intended recipient is prohibited. If you > > received this in error, please contact the sender and delete the > > material from any computer. > > ------------------------------------------------------------------------ > > --- > > > > > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support oder Consulting für Ihr OTRS System? > > =http://www.otrs.de/ > > _______________________________________________ > OTRS mailing 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

(no subject)
by ali 22 Dec '05

22 Dec '05

hi, i would like to know if it is possible to have different level of escalade (according to competencies of each level) . thanks and best regards --------------------------------- Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international.Téléchargez la version beta.

1 0

help (active directory authentication)
by Mike Pietersen 22 Dec '05

22 Dec '05

I've installed OTRS and gotten it to work properly throughout my network, but my boss would like to have single log-in functionality using AD authentication. I've looked online at the setup documentation and I see the LDAP configurations, but I was wondering if there was a pre-formatted AD Config.pm that I could get/download to make this a bit less frusterating. I'm just starting to use linux, so any help would be appreciated. Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation

1 0

Usergroups & Queues
by Jon Fanti 22 Dec '05

22 Dec '05

Hi guys, I am trying to make some queues only appear to users of specific groups. We have our queues laid out like so: Master 1 - child a subchild x Master 2- child b subchild y And so on.... So each master is set to group "users". Then a child or subchild is set to another group depending on who we want to see these queues. For example, "subchild x" in group "test" and my user "UserX" has RW/RO to group test, but RO only to users. BUT this user cannot see his queue, he can't see any queues for logging new tickets. Is this functionality not available for OTRS, or am I implementing it incorrectly? I presume it is reasonable to want users to only see queues we want them to log tickets for! The tree layout for queues helps our admin users manage work load. Thanks in advance for any advice, Jon. -- Jon Fanti - 3rd Line Support Analyst Red Hat Certified Engineer (RHCE) #804005983015071 Unique Interactive, part of UBC Media Group plc http://www.ubcmedia.com http://www.uniqueinteractive.co.uk T: +44 (0)20 7453 1677 24hr Fault Line: +44 (0)845 355 0568 ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________

1 0

AW: LDAP with Microsoft Acrive Directory (Global Catalog)
by Mayr Martin 22 Dec '05

22 Dec '05

Hello Thomas, Thanks your help. I found the problem and it works now very well. The problem was here: Params => { port => 3268, timeout => 120, async => 0, version => 3, }, I configured these parameters one level higher in the parameters. -----Ursprüngliche Nachricht----- Von: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Gesendet: Mittwoch, 21. Dezember 2005 12:00 An: otrs(a)otrs.org Betreff: otrs Digest, Vol 29, Issue 31 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. LDAP with Microsoft Acrive Directory (Global Catalog) (Mayr Martin) 2. AW: [otrs] LDAP with Microsoft Acrive Directory (Global Catalog) (Kaiser Dr., Thomas (LfStaD)) 3. Customer-Authentication (Thorsten.Dannhausen(a)Bertelsmann.de) 4. Corrupted Attachments (Tim Smith) 5. Binding agents and tickets (Daniel Friehe) ---------------------------------------------------------------------- Message: 1 Date: Tue, 20 Dec 2005 12:24:13 +0100 From: "Mayr Martin" <Martin.Mayr(a)WET-Group.com> Subject: [otrs] LDAP with Microsoft Acrive Directory (Global Catalog) To: <otrs(a)otrs.org> Message-ID: <E1585E536C8C164AA5BD4BA126983DAC309A26(a)s11exch.eu.wetint.net> Content-Type: text/plain; charset="us-ascii" Does anybody know how to access a global catalog for user search? We have a forest considting of a root domain and 3 subdomains for each region. If i use one of the subdomains i can perfectly search the users. Which parameters do i have to use search on a global catalog server about users in all 4 domains? Thanks for help Martin ------------------------------ Message: 2 Date: Tue, 20 Dec 2005 12:47:21 +0100 From: "Kaiser Dr., Thomas (LfStaD)" <Thomas.Kaiser(a)lfstad.bayern.de> Subject: AW: [otrs] LDAP with Microsoft Acrive Directory (Global Catalog) To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <6EF5DE4F2D598B4083F644E32347626103B6D5(a)RZS-EXC-CL01.rz-sued.bayern.de> Content-Type: text/plain; charset="iso-8859-1" Hi Martin, If you use the global catalog you can see all users. Maybe you are using not the right instance or the rigt base dn. For example our configuration is: Params => { # ldap host Host => 'dc02.zzz.yyy.org', # ldap base dn BaseDN => 'dc=yyy, dc=org', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'xxx(a)yyy.org', UserPw => '******', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => ' (objectclass=user)' AlwaysFilter => '(objectclass=user)', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) SourceCharset => 'utf-8', DestCharset => 'iso-8859-15', # Net::LDAP new params (if needed - for more info see perldoc Net::L Params => { port => 3268, timeout => 120, async => 0, version => 3, }, }, HTH and regards Thomas -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Mayr Martin Gesendet: Dienstag, 20. Dezember 2005 12:24 An: otrs(a)otrs.org Betreff: [otrs] LDAP with Microsoft Acrive Directory (Global Catalog) Does anybody know how to access a global catalog for user search? We have a forest considting of a root domain and 3 subdomains for each region. If i use one of the subdomains i can perfectly search the users. Which parameters do i have to use search on a global catalog server about users in all 4 domains? Thanks for help Martin _______________________________________________ OTRS mailing 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: 3 Date: Tue, 20 Dec 2005 18:05:05 +0100 From: <Thorsten.Dannhausen(a)Bertelsmann.de> Subject: [otrs] Customer-Authentication To: <otrs(a)otrs.org> Message-ID: <FB6F9C36C7A32A41B13565D5BA9C40270CAACF(a)gtlbmlexs0005.bagmail.net> Content-Type: text/plain; charset="us-ascii" Hi all, I've got a question. I'm using OTRS 2.0.1 on WinXP, everything works fine, even my LDAP-Integration for the Customer beside one thing. I need a possibility to add a second domain to authenticate my customers, so that they can logon to Customer-Frontend. I only get one domain to work. Anybody got any ideas?? Kind Regards Thorsten

1 0

'Please answer this ticket(s) to get back to the normal queue view' default behavior ...
by Laurent GALAIS 21 Dec '05

21 Dec '05

Hello, When an old ticket gets unlocked, it will be prioritized over the 'regular' myqueues tickets. Meaning, we need to assign/lock those tickets before coming back to the regular queue. I completely understand the logic behind this ... but is there a way to change this if needed. For example, what would work best for me would be if all tickets are visible in 'my normal queue' and those that just got unlocked are highlighted. Thanks for anyone's help ... lG/ Laurent GALAIS Four J's Development Tools 866 314 7300 x305 www.fourjs.com

1 1

RE: [otrs] Binding agents and tickets
by Tim Smith 21 Dec '05

21 Dec '05

I believe this is the default action as long as the ticket is still locked by the agent. One question that comes to mind is when your customers reply is a new ticket created or does it append to the current one? Tim Smith, Advanced Management Systems

1 0

Binding agents and tickets
by Daniel Friehe 21 Dec '05

21 Dec '05

Hi! I tried to figure out whether there is a way to attach a ticket to one specific agent. In other words: I want customer replies (follow-ups) returned right to the agent that was concerned with that case before. Can anyone tell me please? Thanks in advance! Regards, Daniel

1 0

Customer-Authentication
by Thorsten.Dannhausen＠Bertelsmann.de 20 Dec '05

20 Dec '05

Hi all, I've got a question. I'm using OTRS 2.0.1 on WinXP, everything works fine, even my LDAP-Integration for the Customer beside one thing. I need a possibility to add a second domain to authenticate my customers, so that they can logon to Customer-Frontend. I only get one domain to work. Anybody got any ideas?? Kind Regards Thorsten

1 0

AW: [otrs] LDAP with Microsoft Acrive Directory (Global Catalog)
by Kaiser Dr., Thomas (LfStaD) 20 Dec '05

20 Dec '05

Hi Martin, If you use the global catalog you can see all users. Maybe you are using not the right instance or the rigt base dn. For example our configuration is: Params => { # ldap host Host => 'dc02.zzz.yyy.org', # ldap base dn BaseDN => 'dc=yyy, dc=org', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'xxx(a)yyy.org', UserPw => '******', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => ' (objectclass=user)' AlwaysFilter => '(objectclass=user)', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) SourceCharset => 'utf-8', DestCharset => 'iso-8859-15', # Net::LDAP new params (if needed - for more info see perldoc Net::L Params => { port => 3268, timeout => 120, async => 0, version => 3, }, }, HTH and regards Thomas -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Mayr Martin Gesendet: Dienstag, 20. Dezember 2005 12:24 An: otrs(a)otrs.org Betreff: [otrs] LDAP with Microsoft Acrive Directory (Global Catalog) Does anybody know how to access a global catalog for user search? We have a forest considting of a root domain and 3 subdomains for each region. If i use one of the subdomains i can perfectly search the users. Which parameters do i have to use search on a global catalog server about users in all 4 domains? Thanks for help Martin _______________________________________________ OTRS mailing 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

LDAP with Microsoft Acrive Directory (Global Catalog)
by Mayr Martin 20 Dec '05

20 Dec '05

Does anybody know how to access a global catalog for user search? We have a forest considting of a root domain and 3 subdomains for each region. If i use one of the subdomains i can perfectly search the users. Which parameters do i have to use search on a global catalog server about users in all 4 domains? Thanks for help Martin

1 0

TicketHistoryCache
by Luis Fernando 20 Dec '05

20 Dec '05

hello why is /var/tmp/TicketHistoryCache useful for? may I disable it? thanks, Luis Fernando

1 0

misc questions
by Laurent GALAIS 19 Dec '05

19 Dec '05

Hello List, Maybe someone does have some quick answers to these relatively straightforward quick questions ... 1 - Why when I forward a ticket article, I only have access to a limited list of status (4 out of 8) ? 2 - When I send an email via empty answer or forward, there is no way to flag a priority to the email ... even though the case itself has an high priority to it ... 3 - when I set a status of 'auto close +' on a ticket in my queue, after the timer is passed, it doesn't close the ticket but tells me the pending date is passed since (- days + hours). I kind of remember some entries where that might be configurable, just don't retrieve them anymore. I probably missed to activate the trigger to start the auto close + feature ... Hope someone can point me quickly to those little ajustements. Merci ! Laurent

1 0

Company View
by christian.verdun＠cfi-pac.com 19 Dec '05

19 Dec '05

The company view doesnt seem to work, I have added multipul ID's and tried using the same ID for a few accounts yet they are still unable to see each other. The only method that seems to be successful is if I put in everyones personal ID into everyones mutlipul but this isnt pratical or even logical. Has anyone been able to come up with a solution for having all customers being able to view other customers tickets in company view?

1 0

Cant use SysConfig Web Interface
by Rodrigo Morais 19 Dec '05

19 Dec '05

1 0

Send email when a customer create new ticket
by Rodrigo Morais 19 Dec '05

19 Dec '05

1 0

Passwords stored in clear text
by Torgeir Vidnes 19 Dec '05

19 Dec '05

Hi I noticed that some of the the passwords used in OTRS are stored in clear text in the config files, and therefore I am questioning the security in the program. I am especially worried about the PGP passphrase that is stored in clear text in the /opt/otrs/Kernel/Config/Files/ZZZAuto.pm file. Is there anyone else who has noticed this? Any ideas about how this can be improved? Regards, Torgeir Vidnes

1 0

Help about creating a draft file
by Alina Florea 19 Dec '05

19 Dec '05

Hello everybody, I am quite new in using OTRS... I would like to know if there is possibilty to create a draft queue. I meen, to have a queue where to put all the emails you want to send later, once you are sure you want to send it. I am using OTRS 1.3. I would appreciate any sugestion and help. Best regards, Alina Florea

3 2

Installing OTRS on osx
by antonio D'Amico 19 Dec '05

19 Dec '05

Hi Is it possible to run OTRS on a OSX Tiger server, if so what is the easiest way to go about installing this on OSX Does OTRS need to be re-complied for OSX 10.4 ? Kind Regards Antonio D'Amico Apple IMC Southern Africa 12 Charles Crescent Eastgate Ext. 4, Sandton 2196 P.O. Box 3208 Northcliff, 2115 South Africa Tel: +27 (0)11 719 9999 Fax: +27 (0)11 444 4185

2 1

OTRS on OpenBSD in chroot
by Rene 18 Dec '05

18 Dec '05

Hello, I'm trying to run OTRS on my OpenBSD 3.8 machine. Apache is chrooted in /var/www by default. I've installed OTRS in /var/www/apps/otrs. The complete perl suite is available in the chroot. When I run OTRS: 500 - Internal Server Error. The logfile only shows this error: "Premature end of script headers: /apps/otrs/bin/cgi-bin/public.pl" Any clues? Does OTRS need more files/programs besides perl? René The Neterlands

1 0

PostMaster filters and ticket states
by Björn Wiberg 18 Dec '05

18 Dec '05

Hi! We have set up OTRS 2.0.4 under Debian, where incoming e-mails are received by Exim and fed into PostMaster.pl, and have just started experimenting with PostMaster filters. The problem we're trying to solve is the following: We would like to move all incoming e-mails to a specific queue, i.e. set the X-OTRS-Queue header, depending on which e-mail address the e-mail was addressed to, but *only* do this for tickets that are new. (Otherwise, if an administrator/agent moves the ticket to another queue, sends a reply to the customer, and the customer replies back, the ticket will be moved back to the "Raw" queue.) I have tried creating the following filter: Filtername: upunets-to Hit: Header 1: To Contents: support(a)student.uu.se Header 2: X-OTRS-State Contents: new Set: Header 1: X-OTRS-Queue UpUnet-S Support However, this does not work. Incoming e-mails never match the filter. The OTRS log says: [Fri Dec 16 13:54:14 2005][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2005121610000251/Test] created (TicketID=500,Queue=Raw,Priority=3 normal,State=new) If I remove the X-OTRS-State match, and only match on the To field, everything works fine. For example: [Fri Dec 16 12:29:48 2005][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: 'upunets-to' Set param 'X-OTRS-Queue' to 'UpUnet-S Support' (Message-ID: <003901c60234$00bd51c0$b483ee82(a)its.uu.local>) [Fri Dec 16 12:29:48 2005][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2005121610000241/VB: SV: Skype] created (TicketID=499,Queue=UpUnet-S Support,Priority=3 normal,State=new) Does anyone know why the X-OTRS-State match doesn't match? Any input on this would be highly appreciated! Many thanks in advance! Best regards, Björn Wiberg Uppsala University IT Support Department Uppsala, Sweden

1 1

Using Article Freetext a_freetext as opposed to Ticket freetext / or how to backdate for reporting
by Leah Cunningham 18 Dec '05

18 Dec '05

Hi, I have noticed that in the article table of the otrs database, there are some a_freetext and a_freekey fields that are similar to the freetext fields for tickets that you can customize. I do not, however, see any where in sysconfig to configure, or how to use these fields. Has anyone any experience using these values? My hope is to use on of the fields to input an alternate date for articles so that I can use it to better account for time in the case where the work was done on an earlier date than when we were able to enter it. The other question is, if anyone has done anything like this some other way? Leah -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada

1 0

AD LDAP How I got it to work for Customers
by mmaki＠adelphia.net 16 Dec '05

16 Dec '05

Version 1.3.2 on Debian Stable installed from apt-get along with the libnet-authentldap-perl package. I believe I needed libnet-authentldap-perl for Net::LDAP. 1. Make sure you follow the steps outlined at http://doc.otrs.org/1.3/en/html/ldap-integration.html all the way through at least the Get Customer User Information section. 2. Learn how to use LDIFDE.EXE to get your correct schema info. 3. Make sure your schema includes mail. This is where I was stuck. Since we use Notes I had to enter and E-mail address in AD and then everything worked fine. HTH! Mike

1 0

Can't locate object method "png" via package "GD::Image"
by Nils Breunese (Lemonbit Internet) 16 Dec '05

16 Dec '05

Hello, I'm running OTRS 2.0.4 on a Fedora Core 2 server with perl-GD installed via rpm. However, when I go to the statistics page I get the following error: Can't locate object method "png" via package "GD::Image" at /opt/ otrs//Kernel/Modules/SystemStats.pm line 330. However rpm -qi perl-GD (version 2.30 from Dag) tells me: perl-GD is a Perl interface to the gd graphics library. GD allows you to create color drawings using a large number of graphics primitives, and emit the drawings as PNG files. So I guess I should have png support in my perl-GD package. Does anyone have any idea why the png object method can't be located? Thanks, Nils Breunese.

1 0

Non-Admin Agents Adding Customers to the DB Backend
by Ethan Webinger 16 Dec '05

16 Dec '05

Hello, Is there a way to allow Agents, who are not members of the admin group, the ability to add customers to the built in Database Backend? We currently don't have an external database configured with all of our customers. When a customer calls in we would like our agents to be able to add the customer and then create a phone ticket. As a non-admin within a new ticket, I click on the "Options: Customer" Icon/Link and a window opens with the following: "Message: No Permission to use this frontend module!" Is this a permissions issue? I don't want to grant these agents full administrative rights. Please let me know if you have any ideas. Thanks, Ethan OTRS 2 on FC3

1 0

RE: [otrs] postmaster.pl problem
by André Hirschi 16 Dec '05

16 Dec '05

Hi Stuart, hi Eric I tried all of your suggestions, but all end up with the same result. Looks like I have to stick with the POP3 variant :/ Thank you anyway, and have a nice weekend! //André -------------------------------------------------------------------------- André Hirschi Phone direct : +41 44 366 88 43 Seclutions AG Phone operator : +41 44 366 88 00 Ottikerstrasse 59 Fax : +41 44 366 88 99 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com Switzerland WWW : http://www.seclutions.com -------------------------------------------------------------------------- Seclutions - high security made simple -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Stuart Caie Sent: Freitag, 16. Dezember 2005 11:46 To: User questions and discussions about OTRS.org Subject: RE: [otrs] postmaster.pl problem Hi Andre, you should treat the procmail pipe rule like a shell command and not like a /etc/mail/aliases or .forward filter. i.e. you should do | "/path/to/perl" "$SYS_HOME/bin/PostMaster.pl" or | /path/to/perl $SYS_HOME/bin/PostMaster.pl instead of | "/path/to/perl $SYS_HOME/bin/PostMaster.pl" Regards Stuart On Thu, 2005-12-15 at 13:14, Andr? Hirschi wrote: > Hi Eric > > No, the only thing French about me is my name :) > > Stuart is right, it is run like a shell script. Looks like it does ignore the first entry of the perl script. So I changed the .procmailrc entry from > | $SYS_HOME/bin/PostMaster.pl > to > | "perl $SYS_HOME/bin/PostMaster.pl" > > This way it would work, but it is using the default perl installed on the system, and older version. Then I tried to use the absolute path to my perl version > | "/path/to/perl $SYS_HOME/bin/PostMaster.pl" > > but that ain't working either. I'm really stuck at the moment :/ > > Regards > Andr? > > -------------------------------------------------------------------------- > Andr? Hirschi Phone direct : +41 44 366 88 43 > Seclutions AG Phone operator : +41 44 366 88 00 > Ottikerstrasse 59 Fax : +41 44 366 88 99 > 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com > Switzerland WWW : http://www.seclutions.com > ---------------------------------------------------------------------- > ---- Seclutions - high security made simple > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Eric Voisard > Sent: Mittwoch, 14. Dezember 2005 16:34 > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] postmaster.pl problem > > Hello Andr?, (french speaker?) > > I'm running otrs on Solaris 9 here (but the installation isn't finished yet). > First, I think Stuart is right, it's like if PostMaster.pl was ran as a Bourne shell script. Try to replace the #!/usr/bin/perl shebang with #!/bin/sh and then run PostMaster.pl from the command line: you'll get the same error messages... > > Note that if there is no shebang in the first line, current shell will be used... > > Note that as otrs' unix target is Linux, most of the problems I got so far here were due to scripts containing incorrect paths and some non-solaris commands syntax. I.e. I had to make some modifications in the Cron.sh script which installs the cron jobs to make it work on Solaris. > > About emails: for outgoing mails I'm using the local sendmail, and I will use (not done already) the POP3 interface for the incoming mail because I think it's simplier to administer... > > Yours, Eric > > At 14:21 14.12.2005, you wrote: > >I forgot to add the fact that the attached log file is the > >procmail-2005-12.log. The first line does correspond to the systems > >perl binary, not the default one, but the path is correct. > > > >Regards > >Andr? > > > > > >-------------------------------------------------------------------------- > >Andr? Hirschi Phone direct : +41 44 366 88 43 > >Seclutions AG Phone operator : +41 44 366 88 00 > >Ottikerstrasse 59 Fax : +41 44 366 88 99 > >8006 Zuerich Email : mailto:andre.hirschi@seclutions.com > >Switzerland WWW : http://www.seclutions.com > >--------------------------------------------------------------------- > >-- > >--- Seclutions - high security made simple > > > >-----Original Message----- > >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > >Of Stuart Caie > >Sent: Mittwoch, 14. Dezember 2005 10:56 > >To: User questions and discussions about OTRS.org > >Subject: Re: [otrs] postmaster.pl problem > > > >Looks like PostMaster.pl is being run as a shell script instead of perl. > >Check that the first line of PostMaster.pl corresponds to your perl binary. > > > >Regards > >Stuart > > > >On Wed, 2005-12-14 at 07:42, Andr? Hirschi wrote: > > > Good morning > > > > > > I installed the latest release of OTRS on a Solaris 8 machine with > > > Perl > > 5.8.7. Everything works fine so far, except for the receiving mails part. > > I configured it to use procmail as described in the doc. The test > > `cat testemail | ./PostMaster.pl is successful. But when incoming > > mails are piped into PostMaster.pl I have the following in the logs > > (and the mails do not show up in the queue, obviously): > > > > > > procmail: [9063] Wed Dec 14 08:28:05 2005 > > > procmail: Locking > > "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" > > > procmail: Assigning > > > "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.200 > > > 5-12" > > > procmail: Opening "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12" > > > procmail: Unlocking > > "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" > > > procmail: Couldn't determine implicit lockfile from > > "/usr3/prod/scotty/otrs/otrs /bin/PostMaster.pl" > > > procmail: Locking ".lock" > > > procmail: Executing "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > > > /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: use: not found > > > /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: syntax error at > > > line > > > 25: `(' unex pected > > > procmail: Program failure (2) of > > "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > > > procmail: Assigning > > "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > > > procmail: Unlocking ".lock" > > > procmail: Locking "/var/mail/otrs.lock" > > > procmail: Assigning "LASTFOLDER=/var/mail/otrs" > > > procmail: Opening "/var/mail/otrs" > > > procmail: Unlocking "/var/mail/otrs.lock" > > > >From ahirschi(a)seclutions.com Wed Dec 14 08:28:05 2005 > > > Subject: test > > > Folder: > > /var/mail/otrs 2431 > > > procmail: Notified comsat: "otrs@3708:/var/mail/otrs" > > > > > > use: not found and a syntax error at line 25. Which "use" is it > > referencing to? use FindBin? The module is there, I checked that, > > permissions are correct. > > > > > > Any suggestions what I could try will be appreciated. > > > > > > Kind regards > > > Andr? > > > > > > -------------------------------------------------------------------------- > > > Andr? Hirschi Phone direct : +41 44 366 88 43 > > > Seclutions AG Phone operator : +41 44 366 88 00 > > > Ottikerstrasse 59 Fax : +41 44 366 88 99 > > > 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com > > > Switzerland WWW : http://www.seclutions.com > > > ------------------------------------------------------------------ > > > -- > > > -- > > > ---- Seclutions - high security made simple > > > _______________________________________________ > > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > > Archive: http://lists.otrs.org/pipermail/otrs > > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > Support oder Consulting f?r Ihr OTRS System? > > > > http://www.otrs.de/ > > > >_______________________________________________ > >OTRS mailing list: otrs - Webpage: http://otrs.org/ > >Archive: http://lists.otrs.org/pipermail/otrs > >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >Support oder Consulting f?r Ihr OTRS System? > >=> http://www.otrs.de/ > >_______________________________________________ > >OTRS mailing list: otrs - Webpage: http://otrs.org/ > >Archive: http://lists.otrs.org/pipermail/otrs > >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >Support oder Consulting f?r Ihr OTRS System? > >http://www.otrs.de/ > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting f?r Ihr OTRS System? > =http://www.otrs.de/ > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting f?r Ihr OTRS System? > > http://www.otrs.de/ _______________________________________________ OTRS mailing 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] MySQL Max Packet Size
by Seigafuse, Mike 16 Dec '05

16 Dec '05

Try something like this in /etc/my.cnf [mysqld] datadir=/var/lib/mysql socket=/var/lib/mysql/mysql.sock set-variable = max_allowed_packet=32M You may also need to adjust the otrs config variables to match (example from 1.3.2): $Self->{PostMasterPOP3MaxEmailSize} = 1024 * 8; -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Varsani, Rajendrakumar (PSD) Sent: Friday, December 16, 2005 9:09 AM To: User questions and discussions about OTRS.org Subject: [otrs] MySQL Max Packet Size Apologies for asking a MySQL question, but it's what we use on the back end of OTRS 1.2.3. How do we set the MaxPacketSize to be greater than the default 1Mb and persist after bootup? Otherwise, anything over 1Mb gets stuck in the Mailbox. We did increase it but on a recent reboot, it's defaulted to 1Mb again. Sorry, I'm not a MySQL nor a Linux expert. Rajendrakumar Premji Varsani BSc (Hons) ____________________________________ Database & Application Support Team Telephone: 01904 45 5805 Mobile: 07968 243125 rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Room134, Mallard House, PSD, Kings Pool, York, YO1 7PX PSD Website: http://www.pesticides.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

1 0

MySQL Max Packet Size
by Varsani, Rajendrakumar (PSD) 16 Dec '05

16 Dec '05

Apologies for asking a MySQL question, but it's what we use on the back end of OTRS 1.2.3. How do we set the MaxPacketSize to be greater than the default 1Mb and persist after bootup? Otherwise, anything over 1Mb gets stuck in the Mailbox. We did increase it but on a recent reboot, it's defaulted to 1Mb again. Sorry, I'm not a MySQL nor a Linux expert. Rajendrakumar Premji Varsani BSc (Hons) ____________________________________ Database & Application Support Team Telephone: 01904 45 5805 Mobile: 07968 243125 rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Room134, Mallard House, PSD, Kings Pool, York, YO1 7PX PSD Website: http://www.pesticides.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

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RE: [otrs] postmaster.pl problem
by André Hirschi 16 Dec '05

16 Dec '05

Hi Eric No, the only thing French about me is my name :) Stuart is right, it is run like a shell script. Looks like it does ignore the first entry of the perl script. So I changed the .procmailrc entry from | $SYS_HOME/bin/PostMaster.pl to | "perl $SYS_HOME/bin/PostMaster.pl" This way it would work, but it is using the default perl installed on the system, and older version. Then I tried to use the absolute path to my perl version | "/path/to/perl $SYS_HOME/bin/PostMaster.pl" but that ain't working either. I'm really stuck at the moment :/ Regards André -------------------------------------------------------------------------- André Hirschi Phone direct : +41 44 366 88 43 Seclutions AG Phone operator : +41 44 366 88 00 Ottikerstrasse 59 Fax : +41 44 366 88 99 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com Switzerland WWW : http://www.seclutions.com -------------------------------------------------------------------------- Seclutions - high security made simple -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Voisard Sent: Mittwoch, 14. Dezember 2005 16:34 To: User questions and discussions about OTRS.org Subject: RE: [otrs] postmaster.pl problem Hello André, (french speaker?) I'm running otrs on Solaris 9 here (but the installation isn't finished yet). First, I think Stuart is right, it's like if PostMaster.pl was ran as a Bourne shell script. Try to replace the #!/usr/bin/perl shebang with #!/bin/sh and then run PostMaster.pl from the command line: you'll get the same error messages... Note that if there is no shebang in the first line, current shell will be used... Note that as otrs' unix target is Linux, most of the problems I got so far here were due to scripts containing incorrect paths and some non-solaris commands syntax. I.e. I had to make some modifications in the Cron.sh script which installs the cron jobs to make it work on Solaris. About emails: for outgoing mails I'm using the local sendmail, and I will use (not done already) the POP3 interface for the incoming mail because I think it's simplier to administer... Yours, Eric At 14:21 14.12.2005, you wrote: >I forgot to add the fact that the attached log file is the >procmail-2005-12.log. The first line does correspond to the systems >perl binary, not the default one, but the path is correct. > >Regards >André > > >-------------------------------------------------------------------------- >André Hirschi Phone direct : +41 44 366 88 43 >Seclutions AG Phone operator : +41 44 366 88 00 >Ottikerstrasse 59 Fax : +41 44 366 88 99 >8006 Zuerich Email : mailto:andre.hirschi@seclutions.com >Switzerland WWW : http://www.seclutions.com >----------------------------------------------------------------------- >--- Seclutions - high security made simple > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >Stuart Caie >Sent: Mittwoch, 14. Dezember 2005 10:56 >To: User questions and discussions about OTRS.org >Subject: Re: [otrs] postmaster.pl problem > >Looks like PostMaster.pl is being run as a shell script instead of perl. >Check that the first line of PostMaster.pl corresponds to your perl binary. > >Regards >Stuart > >On Wed, 2005-12-14 at 07:42, Andr? Hirschi wrote: > > Good morning > > > > I installed the latest release of OTRS on a Solaris 8 machine with > > Perl > 5.8.7. Everything works fine so far, except for the receiving mails part. > I configured it to use procmail as described in the doc. The test `cat > testemail | ./PostMaster.pl is successful. But when incoming mails are > piped into PostMaster.pl I have the following in the logs (and the > mails do not show up in the queue, obviously): > > > > procmail: [9063] Wed Dec 14 08:28:05 2005 > > procmail: Locking > "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" > > procmail: Assigning > > "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.200 > > 5-12" > > procmail: Opening "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12" > > procmail: Unlocking > "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" > > procmail: Couldn't determine implicit lockfile from > "/usr3/prod/scotty/otrs/otrs /bin/PostMaster.pl" > > procmail: Locking ".lock" > > procmail: Executing "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > > /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: use: not found > > /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: syntax error at line > > 25: `(' unex pected > > procmail: Program failure (2) of > "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > > procmail: Assigning > "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > > procmail: Unlocking ".lock" > > procmail: Locking "/var/mail/otrs.lock" > > procmail: Assigning "LASTFOLDER=/var/mail/otrs" > > procmail: Opening "/var/mail/otrs" > > procmail: Unlocking "/var/mail/otrs.lock" > > >From ahirschi(a)seclutions.com Wed Dec 14 08:28:05 2005 > > Subject: test > > Folder: > /var/mail/otrs 2431 > > procmail: Notified comsat: "otrs@3708:/var/mail/otrs" > > > > use: not found and a syntax error at line 25. Which "use" is it > referencing to? use FindBin? The module is there, I checked that, > permissions are correct. > > > > Any suggestions what I could try will be appreciated. > > > > Kind regards > > Andr? > > > > -------------------------------------------------------------------------- > > Andr? Hirschi Phone direct : +41 44 366 88 43 > > Seclutions AG Phone operator : +41 44 366 88 00 > > Ottikerstrasse 59 Fax : +41 44 366 88 99 > > 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com > > Switzerland WWW : http://www.seclutions.com > > -------------------------------------------------------------------- > > -- > > ---- Seclutions - high security made simple > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support oder Consulting f?r Ihr OTRS System? > > > http://www.otrs.de/ > >_______________________________________________ >OTRS mailing 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/

3 2

free text fields in Articles?
by Esteban Rolando 15 Dec '05

15 Dec '05

I want to use free text fields in Articles/Notes as I do in Tickets. I noticed that the Article table already have the fields in it, but the code is just not there to use them. Is this under development? Has anyone developed the code to use them? I just don't want to invent the wheel again....! Thanks! Esteban Buenos Aires, Argentina

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Permission Problem
by Hugo Lousa 15 Dec '05

15 Dec '05

Hi all, I got a problem and searched for solutions on google and i didnt find it. On Root Panel, when i click on Admin => Admin Packages, it throws the message: Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.sh !!! I already runned the permissions script but it didnt solve my problem. Any ideia? OS: Debian 3.1 DB: PostgreSQL 7.4.7 OTRS 2.0.3

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Ticket owner must be the queue owner
by Priya b 15 Dec '05

15 Dec '05

hi ...Plz help me.. I have 2 big issues .... 1. After i move a ticket from one queue to another queue,i want that queue owner must be ticket owner. Now i m doing this manualy through "Change Owner " link. I want it to be automaticaly done .... If any one has idea @this ...plz Help me.? 2. When agent want to search something, he must be able to search for his own tickets or the tickets in his own queue. Can i do this?(as now any agent can see any others tickets...it will be problematic afterwords).. SO plz help me out..

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RE: [otrs] PostMasterPOP3 error , please help![Scanned]
by Danie Theron 15 Dec '05

15 Dec '05

How does the process id lock work exactly? Is there a way to set the default PID unlock to less (/Kernel/System/PID.pm?). Is there ANYONE that maybe has/had the same problem. Really a head scratcher , any help would be greatly appreciated. TIA > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Danie Theron > Sent: 14 December 2005 12:35 PM > To: otrs(a)otrs.org > Subject: [otrs] PostMasterPOP3 error , please help![Scanned] > > Hi , > > I am getting the following error , what baffles me is when I try and > kill the process ID , it's not even there. > > "Can't create PID PostMasterPOP3, because it's already running" > > I did a search on the archives , I didn't add any new funny rules or > anything. It also seems the -f option no longer works :( > > Please help , I'm in dire need. > > Regards , > > Danie Theron > > > It is common knowledge that there are three sides to the force: the > light side, the dark side, and Chuck Norris. > > > ------------------------------------------------------------------------ > ---- > The information transmitted is intended only for the person or entity to > which it is addressed and may contain confidential and/or privileged > material. Any review, retransmission, dissemination or other use of, or > taking of any action in reliance upon, this information by persons or > entities other than the intended recipient is prohibited. If you > received this in error, please contact the sender and delete the > material from any computer. > ------------------------------------------------------------------------ > --- > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > =http://www.otrs.de/

1 0

SysConfig Error
by David Kreuz 15 Dec '05

15 Dec '05

Hi, when using OTRS 2.0.4 on RedHat (with Postgres 7.4.8 backend), I have been experiencing a problem with OTRS' SysConfig. When I want to update eg. "Config Options: Ticket -> Frontend::Agent", I get the error message "Message: Can't write ConfigItem!", which appears on line 130 of Kernel::Modules::AdminSysConfig::Run. In error log I can find also a "Message: Need Value!" error message, which is caused on line 360 of Kernel::System::Config::ConfigItemUpdate. Because I cannot find any satisfactory answer on google, I want to ask you, if anyone of you met error like this and what should be the reason of it? Thanks in advance, David

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RE: [otrs] postmaster.pl problem
by André Hirschi 14 Dec '05

14 Dec '05

I forgot to add the fact that the attached log file is the procmail-2005-12.log. The first line does correspond to the systems perl binary, not the default one, but the path is correct. Regards André -------------------------------------------------------------------------- André Hirschi Phone direct : +41 44 366 88 43 Seclutions AG Phone operator : +41 44 366 88 00 Ottikerstrasse 59 Fax : +41 44 366 88 99 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com Switzerland WWW : http://www.seclutions.com -------------------------------------------------------------------------- Seclutions - high security made simple -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Stuart Caie Sent: Mittwoch, 14. Dezember 2005 10:56 To: User questions and discussions about OTRS.org Subject: Re: [otrs] postmaster.pl problem Looks like PostMaster.pl is being run as a shell script instead of perl. Check that the first line of PostMaster.pl corresponds to your perl binary. Regards Stuart On Wed, 2005-12-14 at 07:42, Andr? Hirschi wrote: > Good morning > > I installed the latest release of OTRS on a Solaris 8 machine with Perl 5.8.7. Everything works fine so far, except for the receiving mails part. I configured it to use procmail as described in the doc. The test `cat testemail | ./PostMaster.pl is successful. But when incoming mails are piped into PostMaster.pl I have the following in the logs (and the mails do not show up in the queue, obviously): > > procmail: [9063] Wed Dec 14 08:28:05 2005 > procmail: Locking "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" > procmail: Assigning > "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.200 > 5-12" > procmail: Opening "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12" > procmail: Unlocking "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" > procmail: Couldn't determine implicit lockfile from "/usr3/prod/scotty/otrs/otrs /bin/PostMaster.pl" > procmail: Locking ".lock" > procmail: Executing "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: use: not found > /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: syntax error at line > 25: `(' unex pected > procmail: Program failure (2) of "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > procmail: Assigning "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" > procmail: Unlocking ".lock" > procmail: Locking "/var/mail/otrs.lock" > procmail: Assigning "LASTFOLDER=/var/mail/otrs" > procmail: Opening "/var/mail/otrs" > procmail: Unlocking "/var/mail/otrs.lock" > >From ahirschi(a)seclutions.com Wed Dec 14 08:28:05 2005 > Subject: test > Folder: /var/mail/otrs 2431 > procmail: Notified comsat: "otrs@3708:/var/mail/otrs" > > use: not found and a syntax error at line 25. Which "use" is it referencing to? use FindBin? The module is there, I checked that, permissions are correct. > > Any suggestions what I could try will be appreciated. > > Kind regards > Andr? > > -------------------------------------------------------------------------- > Andr? Hirschi Phone direct : +41 44 366 88 43 > Seclutions AG Phone operator : +41 44 366 88 00 > Ottikerstrasse 59 Fax : +41 44 366 88 99 > 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com > Switzerland WWW : http://www.seclutions.com > ---------------------------------------------------------------------- > ---- Seclutions - high security made simple > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting f?r Ihr OTRS System? > > http://www.otrs.de/ _______________________________________________ OTRS mailing 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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by Varsani, Rajendrakumar (PSD) 14 Dec '05

14 Dec '05

Hello, We're running version 1.2.3 Is there anyway of getting hyperlinks to work in OTRS? Or linking in documents? I think not. Rajendrakumar Premji Varsani BSc (Hons) ____________________________________ Database & Application Support Team Telephone: 01904 45 5805 Mobile: 07968 243125 rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Room134, Mallard House, PSD, Kings Pool, York, YO1 7PX PSD Website: http://www.pesticides.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

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So sorry, forgot title 'FAQ Query'
by Varsani, Rajendrakumar (PSD) 14 Dec '05

14 Dec '05

Hello, We're running version 1.2.3 Is there anyway of getting hyperlinks to work in the OTRS FAQ section? Or linking in documents? I think not. Rajendrakumar Premji Varsani BSc (Hons) ____________________________________ Database & Application Support Team Telephone: 01904 45 5805 Mobile: 07968 243125 rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Room134, Mallard House, PSD, Kings Pool, York, YO1 7PX PSD Website: http://www.pesticides.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

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Problem LDAP mit Active Directory mit Global Catalog
by Mayr Martin 14 Dec '05

14 Dec '05

Ich habe eine AD Struktur mit Subdomains für jede Region. Beispiel: eu.abc.net / na.abc.net / as.abc.net und Root Domäne: abc.net Die Benutzersuche und Anmeldung klappt für alle Benutzer in der Subdomain eu.abc.net. Ich möchte aber den globalen Forest verwenden, so das alle anderen Domänen auch durchsucht werden. Hat jemand eine Lösung für dieses Problem oder ist das mit OTRS nicht möglich? Wie kann eine Authentisierung der Customer über mehrere Domänen realisieren? Wie kann ich auf einen Global Catalog zugreifen? kann ich damit auch die Anmeldung der anderen Subdomains machen? Grüße Martin

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PostMasterPOP3 error , please help!
by Danie Theron 14 Dec '05

14 Dec '05

Hi , I am getting the following error , what baffles me is when I try and kill the process ID , it's not even there. "Can't create PID PostMasterPOP3, because it's already running" I did a search on the archives , I didn't add any new funny rules or anything. It also seems the -f option no longer works :( Please help , I'm in dire need. 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. ------------------------------------------------------------------------ ---

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postmaster.pl problem
by André Hirschi 14 Dec '05

14 Dec '05

Good morning I installed the latest release of OTRS on a Solaris 8 machine with Perl 5.8.7. Everything works fine so far, except for the receiving mails part. I configured it to use procmail as described in the doc. The test `cat testemail | ./PostMaster.pl is successful. But when incoming mails are piped into PostMaster.pl I have the following in the logs (and the mails do not show up in the queue, obviously): procmail: [9063] Wed Dec 14 08:28:05 2005 procmail: Locking "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" procmail: Assigning "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.200 5-12" procmail: Opening "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12" procmail: Unlocking "/usr3/prod/scotty/otrs/otrs/var/INBOX.Backup.2005-12.lock" procmail: Couldn't determine implicit lockfile from "/usr3/prod/scotty/otrs/otrs /bin/PostMaster.pl" procmail: Locking ".lock" procmail: Executing "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: use: not found /usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl: syntax error at line 25: `(' unex pected procmail: Program failure (2) of "/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" procmail: Assigning "LASTFOLDER=/usr3/prod/scotty/otrs/otrs/bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Locking "/var/mail/otrs.lock" procmail: Assigning "LASTFOLDER=/var/mail/otrs" procmail: Opening "/var/mail/otrs" procmail: Unlocking "/var/mail/otrs.lock" >From ahirschi(a)seclutions.com Wed Dec 14 08:28:05 2005 Subject: test Folder: /var/mail/otrs 2431 procmail: Notified comsat: "otrs@3708:/var/mail/otrs" use: not found and a syntax error at line 25. Which "use" is it referencing to? use FindBin? The module is there, I checked that, permissions are correct. Any suggestions what I could try will be appreciated. Kind regards André -------------------------------------------------------------------------- André Hirschi Phone direct : +41 44 366 88 43 Seclutions AG Phone operator : +41 44 366 88 00 Ottikerstrasse 59 Fax : +41 44 366 88 99 8006 Zuerich Email : mailto:andre.hirschi@seclutions.com Switzerland WWW : http://www.seclutions.com -------------------------------------------------------------------------- Seclutions - high security made simple

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