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pending tickets dissappers from customer view
by Priya b 14 Dec '05

14 Dec '05

I created a state called "On hold" of state type "Pending Auto", but after that the tickets which are kept on hold state are not visible to customer user who created that ticket,that tickte is visible to only agent user. Why this is so?can any one help me.. Thank you...

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Disable ticket number in Subject of AutoResponse
by James Van't Slot 14 Dec '05

14 Dec '05

Hi All, Great program! I'm looking for a way to disable having the ticket number automagically added to the Subject line. I'd like to put it just in the body. Is there a way to do that? I modified the subject line and took out the existing tag an put in static text but it still prepends the ticket # to the subject line of the autoresponse. If I need to modify a Perl script... where is it adding that ticket #? Thanks! james

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Example config of Authentication via Active Dircectory
by Hamad Al-Gharabally 13 Dec '05

13 Dec '05

Hello, I would like to use OTRS 2.0.4 (on debian) for the tech support dept, however I dont know much about LDAP or Active Directory for that matter. Could someone paste a "real" working example config which would allow agents and/or customers to log in? (Using the accounts in the Active Directory) Ive taken a look at the Documentation but when it comes to dn cn etc.. it seems a bit intimidating. A case example would be. Were running win2000 domain controllers. each named: dc1.auk.edu.kw & dc2.auk.edu.kw Underneath that I have the following Ou's: + AUK Students + Staff + Facutly Now the customers in this case would be the Students & Faculty & Staff The agents would be in the Staff ou as well. (I might forsee a problem here) Do I need to ask our AD admin to move the agents into a separate OU ? Best Regards, Hamad Al-Gharabally

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Ticket Owner in Summary view.
by Chris Jones 13 Dec '05

13 Dec '05

Our tickets tend to last numerous days, not just a few hours, so we have mostly disposed of locking. However, we tend not to have more than 20 - 30 new/open tickets at any one time. It is nice to see who is working on what ticket. Is there a way to see the ticket owner in the summary view? Thanks -=cj -- Chris Jones Developer/Consultant (604)738-8254

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XML interface
by Barthold, Christian 13 Dec '05

13 Dec '05

Hello, is there a solution in OTRS where I can add/ create tickets via an XML interface? Can I use the XMLMaster.pl for this? Any help would be appreciated! Thanks Christian

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AW: [otrs] Notifcations
by shawn.beasley＠dlh.de 13 Dec '05

13 Dec '05

Hello, As I have all of these settings set to no, the issue in the queue and user section about notifications do not cover the issue that I am having. The settings in the queue pertain to customer notification, and in users I only have Agent user options Move notification : Ticket lock timeout notification : Follow up notification New ticket notification : to choose from. In the notification section in the admin pannel are some standard notifications bg::Agent::AddNote This I have not received as we have first started using the system bg::Agent::Escalation This I have not received as we have first started using the system bg::Agent::FollowUp this as shown above I can control bg::Agent::LockTimeout this as shown above I can control bg::Agent::Move this as shown above I can control bg::Agent::NewTicket this as shown above I can control bg::Agent::OwnerUpdate This is the first email sent by my system that I cannot shutoff bg::Agent::PendingReminder This I have not received as we have first started using the system bg::Customer::OwnerUpdate this can be controlled in the queue settings bg::Customer::QueueUpdate this can be controlled in the queue settings bg::Customer::StateUpdate this can be controlled in the queue settings Thanks for the interest in my problem, and if anyone knows something, please just drop me a line. 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 <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.com <http://www.cfc-callcenter.com/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von KartheeK Gesendet: Dienstag, 13. Dezember 2005 08:47 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Notifcations Hello This is really being a big issue in my case.... All the agents are complaining of too many mails in their inbox, mails are tiggered eventhough they have not selected any thing in their prefernces... I am using OTRS-2.0.2..... Regards KartheeK Hugo Hernan Buitrago Rios <hhbuitrago(a)gmail.com> wrote: Hi, As I understand it the notifications to the clients are handled in the preferences of each queue, and the notifications to the agents/users in the preferences of each user. 2005/12/12, shawn.beasley(a)dlh.de <shawn.beasley(a)dlh.de>: Hello, Where can one shut off all notifications (ie by owner change)? Vielen Dank, Shawn Beasley Support - IT -- Hugo Hernán Buitrago Ríos Tecnólogo en Sistemas hhbuitrago(a)gmail.com hhbuitrago(a)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/ ________________________________ Yahoo! India Matrimony <http://yahoo.shaadi.com> : Find your partner now.

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Notifcations
by shawn.beasley＠dlh.de 13 Dec '05

13 Dec '05

Hello, Where can one shut off all notifications (ie by owner change)? Vielen Dank, Shawn Beasley Support - IT Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

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Agent Notify on "note add" not coming out !.
by adrian＠salaices.net 12 Dec '05

12 Dec '05

Hello All, Hope this email finds you all fine: How do I make it so that agents get emails on notes added. people get notifies on OwnerUpdate and such but not on note-adds. OwnerUpdate New owner is "somebody" (ID=2). SendCustomerNotification Notification sent to "xxx(a)xxx.com". I see that Notification.pm has it listed in the for loop for valid types, but the email does not come out nor does it make it to the notifications db table. No record gets created on the History either, so It just may be a configuration issue. Can anyone help ? Thanks a Bunch. Adrian Salaices. ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Change Management
by shawn.beasley＠dlh.de 12 Dec '05

12 Dec '05

Hello, Has anyone written a process for using otrs as a change management tool, or is this not possible? Vielen Dank, Shawn Beasley Support - IT Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

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Can't post Attachments to email replies
by Tim Smith 12 Dec '05

12 Dec '05

Hello there! I can't seem to post attachments to email replies... When I hit the attachments button nothing appears to happen. I can receive attachments just fine. I logged in to the OTRS demo system and its doing the same thing. I've tried from a few different PC and still no luck. I am running OTRS 2.0.4 on a windows system. Do I have to enable attachments somewhere and I just missed it?? Thanks! =========================== Tim Smith, Advanced Management Systems AMS Windows Server Deployment/Support PC Network Consulting/IT Outsourcing Contact Info tim(a)amssoftware.com 707.539.7990 ext 106 M-F 9am-5pm ===========================

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Subject: Re: [otrs] customer web interface net ticket - notification
by Paul Knibbs 12 Dec '05

12 Dec '05

If, for example I have a pop-3 account associated with a Q and I send it an e-mail then the notices go out. If I am an agent and I am logged in and raise or mod a ticket, notices go out. If I am a customer and I raise a ticket in a Q, no-one gets a notice. The preferences for agents appear set which is why they get notices using the other methods. Any ideas?

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Stats Graph format error
by Mark Kushinsky 11 Dec '05

11 Dec '05

Hi, Stats, Ticket Overview, Graph format produces the following error: Can't locate object method "png" via package "GD::Image" at ../..//Kernel/Modules/SystemStats.pm line 330. CentOS 4.2 fully patched following GD rpms are installed: perl-GD-Text-Util-0.86-1.2.el4.rf perl-GD-2.30-1.2.el4.rf perl-GD-Graph-1.43-1.2.el4.rf otrs.checkModules produces all "OK" I have checked the list archive and do not see any references to above. Any help would be appreciated! Best, Mark K. -- MDS Computer Solutions 28 Gilbert Drive Stoughton, MA 02072 Tel: 781.344.0800 Cell: 781.910.8806 http://www.mdspc.com/

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OTRS Forums?
by Hamad Al-Gharabally 11 Dec '05

11 Dec '05

Since OTRS seems to be so popular, would it not be a good idea to create a forum for it? It would seem to me that information could be exchanged in a much easier manner that way. Especially when it comes to tutorials, tips, tricks etc... I certainly don't mean to step on anyones toes here.. but I was wondering if there is any interest in building a forum, either from the OTRS community or OTRS developers. Best Regards, Hamad Al-Gharabally

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customer web interface net ticket - no notification
by Paul Knibbs 11 Dec '05

11 Dec '05

Does anyone know why, when a customer logs a ticket via the customer.pl program, no e-mails are sent to the members of the queue. This works fine by e-mail direct and through the agent login

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Newbie Questions...
by Cronin, Aidan 09 Dec '05

09 Dec '05

Hi, I a new to seting up OTRS and have a lot of newbie type questions, for example how do I change the default customer login screen? How do I seet up SMTP relay? If anybody has an idiots guide for this it would be trully appreciated. Thanks in advance. Aidan This electronic message transmission contains information from the Company that may be proprietary, confidential and/or privileged. The information is intended only for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying or distribution or use of the contents of this information is prohibited. If you have received this electronic transmission in error, please notify the sender immediately by replying to the address listed in the "From:" field.

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Different BCC for different queues
by Alexander Kardailsky 09 Dec '05

09 Dec '05

Hi all, Is there a way to set different bcc email address for different queues? Thanks in advance. -- Best regards, Alexander

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RE: [otrs] Which table contains...
by Alo Anesi 08 Dec '05

08 Dec '05

Hi Jeff, The notes, agent's comments and email messages are all contained in the article table. Each ticket has an internal ID number. If you click on zoom, you'll notice the TicketID field in your address bar. For example: http://tickets/otrs/index.pl?Action=AgentZoom&TicketID=2892 Here, the Ticket ID is 2892. So, to find all the notes, emails, etc. you would query the Article table for all instances of that ticket number. Like so: Mysql> select * from article where ticket_id = 2892; This will give you every article referenced in that ticket. The sub-table, article_type, lists the different types of articles referenced in article.article_type_id. In a default OTRS install, article_type_id 9 is for note-internal. There's a png file of the database layout at ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png. The layout hasn't changed much from 1.2 to 2.0, but I haven't yet had a chance to look really closely at 2.0 yet. As to your second question, I'm pretty sure the frontend just queries the database for certain fields from the article table to show the abbreviated ticket history. Hope this helped, Alo -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeff Baughn Sent: Tuesday, December 06, 2005 6:45 AM To: otrs(a)otrs.org Subject: [otrs] Which table contains... the body of each ticket, i.e. all of the agent's comments or user's email message? I looked through the ticket table and couldn't find them, nor in the article table. Which table and which field is it? Also, which table contains the abbreviated ticket history that appears in the ticket zoom view above the ticket? Which field? Thank you. -Jeff _______________________________________________ OTRS mailing list: otrs - 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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Mail?
by shawn.beasley＠dlh.de 08 Dec '05

08 Dec '05

Dear All, where can I find mails on my box that are not being sent over the mail server? Do mails that fail to send land somewhere in the file system? 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 <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.com <http://www.cfc-callcenter.com/>

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Digest mode gone
by Erling D. Andersen 08 Dec '05

08 Dec '05

Hi I had chosen Digest mode for this list. Now it seemed to stop for some reason. What has happened? Erling ************************************************************************* MOSEK ApS C/O Symbion Science Park Fruebjergvej 3, Boks 16 DK-2100 Copenhagen O Denmark Phone (work): +45 3917 9907 Mobile-phone: +45 2362 9520 Fax: +45 3917 9823 Email: e.d.andersen(a)mosek.com Homepage: http://erling.andersen.name http://www.mosek.com/homepages/e.d.andersen/ *************************************************************************

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RE: [otrs] Mysql error when trying to attach file to an outgoing email
by Are Hoel 08 Dec '05

08 Dec '05

The error message from Mysql suggests a timeout when running the sql. It could be that otrs starts a transfer, then does something else (like smtp) and then finnishes off the sql bits. - Are - > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Laurent GALAIS > Sent: 7. desember 2005 21:02 > To: User questions and discussions about OTRS.org; User > questions and discussions about OTRS.org > Subject: RE: [otrs] Mysql error when trying to attach file to > an outgoing email > > Thanks for responding Chris, > > Well easy, I try to answer a case or Create a new ticket > email and 'browse' > to find my so called 'big' attachement. When I click to > 'attach', the page > refreshes and the attachement is added, no error message on > the current. If > I go to system log, I see the error message ... > > It is very annoying but I'm not desperate ... I just need to > remember not > to use an attachment that is more than 1.36 :o) > > Maybe a limitation of Mysql as on my test server I have Mysql > 3.23 ... > Thanks again ! > > Laurent > > At 01:40 PM 12/7/2005, Christopher Machler wrote: > >I wouldn't call it a lie, I would call it a feature I did > not know. How > >do you do it? > > > > > >Chris Machler > >Systems Administrator > >7 Entin Road > >Parsippany, NJ 07054 > >Office (800) 840-1035 x426 Fax 973-206-0805 > >www.castlepointmortgage.com > > > > > >-----Original Message----- > >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > On Behalf Of > >Laurent GALAIS > >Sent: Tuesday, December 06, 2005 6:15 PM > >To: otrs(a)otrs.org > >Subject: [otrs] Mysql error when trying to attach file to an > outgoing email > > > >Hello, > > > >When I try to attach the following file to an email I'm writing: > >dec_runner.tgz -> 1.36 Mo > > > >I'm getting the following error from OTRS syslog: > > > >Tue Dec 6 16:34:05 2005 error OTRS-CGI-10 MySQL server has > gone away, SQL: > >'INSERT INTO web_upload_cache (form_id, filename, content_type, > >content_size, content, create_time_unix) VALUES > >('1133908128.9245177.63404565', 'dec_runner.tgz', > >'application/x-compressed', '1433600', ?, 1133908445)' > > > >I've configured OTRS to send email using SMTP instead of > sendmail even > >though I'm using Linux, but when I send a test email using > the same SMTP > >config from my email client, it works ... so I know it is > not a limitation > >on that part. > >I've tried enough different file size and type to make sure > it is a size > >limitation pb apparently ... > > > >I've been through the documentation, sysconfig setup and > google Search and > >haven't found any equivalent errors or parameter. > > > >Does someone has any idea ? > > > > > >Laurent GALAIS > >Four J's Development Tools > >866 314 7300 x305 > >www.fourjs.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/ > > > >_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ > _ _ _ _ _ _ _ _ > > > >CONFIDENTIALITY NOTICE: This e-mail contains privileged and > confidential > >information intended only for the use of the individual > named above or > >Castle Point Mortgage, Inc. If the reader of this e-mail is > not the intended > >recipient, you are hereby notified that any retention, > dissemination or > >copying > >of this e-mail is strictly prohibited. If you have received > this notice > >in error, please immediately notify the sender by telephone > at the above > >number > >and delete the original e-mail from your system. > > > >Scanning of this message and addition of this footer is performed > >by SurfControl E-mail Filter software in conjunction with > >virus detection software. > > > >_______________________________________________ > >OTRS mailing list: otrs - 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? > > Laurent GALAIS > Four J's Development Tools > 866 314 7300 x305 > www.fourjs.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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RE: [otrs] Mysql error when trying to attach file to an outgoing email
by Laurent GALAIS 07 Dec '05

07 Dec '05

Thanks for responding Chris, Well easy, I try to answer a case or Create a new ticket email and 'browse' to find my so called 'big' attachement. When I click to 'attach', the page refreshes and the attachement is added, no error message on the current. If I go to system log, I see the error message ... It is very annoying but I'm not desperate ... I just need to remember not to use an attachment that is more than 1.36 :o) Maybe a limitation of Mysql as on my test server I have Mysql 3.23 ... Thanks again ! Laurent At 01:40 PM 12/7/2005, Christopher Machler wrote: >I wouldn't call it a lie, I would call it a feature I did not know. How >do you do it? > > >Chris Machler >Systems Administrator >7 Entin Road >Parsippany, NJ 07054 >Office (800) 840-1035 x426 Fax 973-206-0805 >www.castlepointmortgage.com > > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >Laurent GALAIS >Sent: Tuesday, December 06, 2005 6:15 PM >To: otrs(a)otrs.org >Subject: [otrs] Mysql error when trying to attach file to an outgoing email > >Hello, > >When I try to attach the following file to an email I'm writing: >dec_runner.tgz -> 1.36 Mo > >I'm getting the following error from OTRS syslog: > >Tue Dec 6 16:34:05 2005 error OTRS-CGI-10 MySQL server has gone away, SQL: >'INSERT INTO web_upload_cache (form_id, filename, content_type, >content_size, content, create_time_unix) VALUES >('1133908128.9245177.63404565', 'dec_runner.tgz', >'application/x-compressed', '1433600', ?, 1133908445)' > >I've configured OTRS to send email using SMTP instead of sendmail even >though I'm using Linux, but when I send a test email using the same SMTP >config from my email client, it works ... so I know it is not a limitation >on that part. >I've tried enough different file size and type to make sure it is a size >limitation pb apparently ... > >I've been through the documentation, sysconfig setup and google Search and >haven't found any equivalent errors or parameter. > >Does someone has any idea ? > > >Laurent GALAIS >Four J's Development Tools >866 314 7300 x305 >www.fourjs.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/ > >_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ > >CONFIDENTIALITY NOTICE: This e-mail contains privileged and confidential >information intended only for the use of the individual named above or >Castle Point Mortgage, Inc. If the reader of this e-mail is not the intended >recipient, you are hereby notified that any retention, dissemination or >copying >of this e-mail is strictly prohibited. If you have received this notice >in error, please immediately notify the sender by telephone at the above >number >and delete the original e-mail from your system. > >Scanning of this message and addition of this footer is performed >by SurfControl E-mail Filter software in conjunction with >virus detection software. > >_______________________________________________ >OTRS mailing list: otrs - 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? Laurent GALAIS Four J's Development Tools 866 314 7300 x305 www.fourjs.com

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RE: [otrs] Mysql error when trying to attach file to an outgoing email
by Christopher Machler 07 Dec '05

07 Dec '05

I wouldn't call it a lie, I would call it a feature I did not know. How do you do it? Chris Machler Systems Administrator 7 Entin Road Parsippany, NJ 07054 Office (800) 840-1035 x426 Fax 973-206-0805 www.castlepointmortgage.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent GALAIS Sent: Tuesday, December 06, 2005 6:15 PM To: otrs(a)otrs.org Subject: [otrs] Mysql error when trying to attach file to an outgoing email Hello, When I try to attach the following file to an email I'm writing: dec_runner.tgz -> 1.36 Mo I'm getting the following error from OTRS syslog: Tue Dec 6 16:34:05 2005 error OTRS-CGI-10 MySQL server has gone away, SQL: 'INSERT INTO web_upload_cache (form_id, filename, content_type, content_size, content, create_time_unix) VALUES ('1133908128.9245177.63404565', 'dec_runner.tgz', 'application/x-compressed', '1433600', ?, 1133908445)' I've configured OTRS to send email using SMTP instead of sendmail even though I'm using Linux, but when I send a test email using the same SMTP config from my email client, it works ... so I know it is not a limitation on that part. I've tried enough different file size and type to make sure it is a size limitation pb apparently ... I've been through the documentation, sysconfig setup and google Search and haven't found any equivalent errors or parameter. Does someone has any idea ? Laurent GALAIS Four J's Development Tools 866 314 7300 x305 www.fourjs.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/ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ CONFIDENTIALITY NOTICE: This e-mail contains privileged and confidential information intended only for the use of the individual named above or Castle Point Mortgage, Inc. If the reader of this e-mail is not the intended recipient, you are hereby notified that any retention, dissemination or copying of this e-mail is strictly prohibited. If you have received this notice in error, please immediately notify the sender by telephone at the above number and delete the original e-mail from your system. Scanning of this message and addition of this footer is performed by SurfControl E-mail Filter software in conjunction with virus detection software.

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pgp with otrs
by Alex Nderitu 07 Dec '05

07 Dec '05

I want to use gpg with otrs. I am creating keys as otrs but when i try to add the keys to otrs as user otrs I cant since .gnupg/ has default permission of 600 . I changed the ownership of the .gnupg directory to 770 so that user www which is the user my webserver(Apache) runs,otrs belong to group www, and that way I can add my secret key but cannot read encrypted email but I get the error . "gpg: WARNING: unsafe ownership on homedir `/usr/src/otrs/.gnupg/' gpg: encrypted with 1024-bit ELG-E key, ID 1D824B6B, created 2005-12-07 " Any help or a comprehensive pgp howto. There is not out there

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AW: [otrs] OTRS just as long as you do not have 64 bit ARC
by shawn.beasley＠dlh.de 07 Dec '05

07 Dec '05

Okay @ all, Thanks first of all for the help, I have solved the riddle. It was not a problem of the dependencies; it was that I was using a stripped version of the install DVD. I was, however able to get it running. I just had to find the right distribution from the perl components. I did this by laying a complete 32 bit SuSE 9.3 which had the required components, then was politely informed by the system that the <perl>.x86_64.rpm was missing or not found. But, this also gave me the version number from the required packages. That was really the key; I was just missing the versions numbers for the rpm's that were missing. Thanks anyway and now I know, so if someone is having problems with this installation I can help. Keep up the good work all. Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Matt M. Gesendet: Sonntag, 4. Dezember 2005 01:44 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] OTRS just as long as you do not have 64 bit ARC shawn.beasley(a)dlh.de wrote: <snip> > > > perl-GD-1.38-105.i386.rpm > > > > error: Failed dependencies: > > libgd.so.4 is needed by perl-GD-1.38-105 > > libpng.so.2 is needed by perl-GD-1.38-105 > Just a thought... did you try satisfying the dependencies? _______________________________________________ OTRS mailing list: otrs - 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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LDAP vs DB authentication for customer
by Alexandre Soucisse 07 Dec '05

07 Dec '05

Hello. We have installed OTRS 2.0.3 last month for testing. We are now trying to make it fit our needs. We are looking for enabling both LDAP and DB authentication for customer login. As I never find how a user can be added to the DB by itself on first connection (I receive the famous "Panic! No UserData!!!" message), I first populated the customer_user table with the usernames and id, etc. from my LDAP directory (AD). By hand, for sure! Now, it is possible to connect OTRS with our LDAP user/passwd with no problem. But something is confusing me : in the documentation and many forum messages, it seems normal that on first connection, normal LDAP users are automatically added to the "local" DB (ie customer_user). Is there an exception for MS Active Directory ("not-LDAP-but-LDAP-like") database? Anyway, everything is OK since I populated the DB manually. On the other hand, we want to add some other users (not present in our LDAP base). But it doesn't seem possible: When I put these two sets of lines in Config.pm, $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '...'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = '...'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = '...'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '...'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; $Self->{'Customer::AuthModule::DB::Table'} = 'customer_user'; $Self->{'Customer::AuthModule::DB::CustomerKey'} = 'login'; $Self->{'Customer::AuthModule::DB::CustomerPassword'} = 'pw'; - DB auth is working, and the login page shows "lost password", and "create account" boxes - But LDAP authentication is not working If I invert the two sets: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; $Self->{'Customer::AuthModule::DB::Table'} = 'customer_user'; $Self->{'Customer::AuthModule::DB::CustomerKey'} = 'login'; $Self->{'Customer::AuthModule::DB::CustomerPassword'} = 'pw'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '...'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = '...'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = '...'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '...'; - Only LDAP authentication works - The login page only shows "Login" and "Language" boxes - No way to auth by DB One way to get rid of that is to create new entries in LDAP, but we don't want to do this. On the other hand, importing the entire LDAP in the local DB is not interesting: we cannot access the passwd, and we can have problem when users are deleted from the LDAP or if they change their passwd, etc... Thank you for any help or comments! Alexandre Soucisse

1 0

Mysql error when trying to attach file to an outgoing email
by Laurent GALAIS 06 Dec '05

06 Dec '05

Hello, When I try to attach the following file to an email I'm writing: dec_runner.tgz -> 1.36 Mo I'm getting the following error from OTRS syslog: Tue Dec 6 16:34:05 2005 error OTRS-CGI-10 MySQL server has gone away, SQL: 'INSERT INTO web_upload_cache (form_id, filename, content_type, content_size, content, create_time_unix) VALUES ('1133908128.9245177.63404565', 'dec_runner.tgz', 'application/x-compressed', '1433600', ?, 1133908445)' I've configured OTRS to send email using SMTP instead of sendmail even though I'm using Linux, but when I send a test email using the same SMTP config from my email client, it works ... so I know it is not a limitation on that part. I've tried enough different file size and type to make sure it is a size limitation pb apparently ... I've been through the documentation, sysconfig setup and google Search and haven't found any equivalent errors or parameter. Does someone has any idea ? Laurent GALAIS Four J's Development Tools 866 314 7300 x305 www.fourjs.com

1 0

Re: [otrs] Customer Add: More input type's then text
by Shawn Holland 06 Dec '05

06 Dec '05

No takers? No one has been able (or tried) to modify the dtl's to allow somethign other then an input type of text (maxlen 60, size 35) for the customer user input screen? On Sunday 04 December 2005 8:08 pm, Shawn Holland wrote: > Hey, > > I have followed Keith Turner's example of how to modify the customer form > to have aditional information. BTW works great! > > I have copied the CustomerUser object from Defaults.pm into Config.pm > > I have modified the mapping to include > > [ 'Misc', 'Misc', 'misc', 1, 1, 'text', '', 0 ], > > Using phpMyAdmin I have modified the customer_user table > > SQL query: > ALTER TABLE `customer_user` ADD `misc` TEXT CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > > ALTER TABLE `customer_user` ADD FULLTEXT ( > `misc` > ); > > Now I don't know much about different data types and I wanted to have a lot > of text for this added field so thats why I used type TEXT with FULLTEXT. > Correct me if I'm wrong please. > > I am able to add information into that field through AdminCustomerUser link > no problem. > > But what I'm having a hard time trying to modify is the input type. It > seems to default to: > > <input type="text" name="Misc" value="" size="35" maxlength="60" > > > I would like to use a text area as this field needs a lot of room. > > I tried modifying AdminCustomerUserForm.dtl and in the  section I tried adding my own: > > !-- dtl:block:Misc --> > <tr> > <td class="contentkey">$Text{"$Data{"Label"}"} > $Text{"$QData{"Key"}"}:</td> > <td class="contentvalue"><textarea name="$QData{"Name"}" > value="$QData{"SelectedID"}" rows="6" cols="40"></TEXTAREA></td> > </tr> >  > > But this didn't make any difference. It doesn't seem that modifying > anything in here has a change on the input screen. > > It keeps using the  instead of my > specified block. > > Has anyone else successfully done this? > > Regards, > > Shawn Holland > _______________________________________________ > OTRS mailing list: otrs - 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

Which table contains...
by Jeff Baughn 06 Dec '05

06 Dec '05

the body of each ticket, i.e. all of the agent's comments or user's email message? I looked through the ticket table and couldn't find them, nor in the article table. Which table and which field is it? Also, which table contains the abbreviated ticket history that appears in the ticket zoom view above the ticket? Which field? Thank you. -Jeff

1 0

Oracle Script
by Florent Guiliani 06 Dec '05

06 Dec '05

Hi all, I'm tryng to install OTRS 2.0.4-01 with Oracle 8.1.7.4. The script otrs-schema.oracle.sql failed on : CREATE SEQUENCE standard_response_attachment_seq; with the error: ORA-00972: identifier is too long On Oracle identifer are limited to 30 char so who is wrong? Florent,

2 2

disabling lock state completely
by Florian 05 Dec '05

05 Dec '05

Hi, Is there a way to completely disable the lock functionnality ? I want tickets to be always unlocked... If it's also possible to remove the tickets' owner functionnality : i don't need it as all my tickets are processed by different agents Thanks ! -- Florian

1 0

AW: AW: [otrs] OTRS just as long as you do not have 64 bit ARC
by shawn.beasley＠dlh.de 05 Dec '05

05 Dec '05

Thanks again, ....(man I love this mailing list). Yeah, in the mean time I will route my box over the internet gateway directly. But, for general info, I have found the required parameter to reset CPAN root # perl -MCPAN -e shell cpan> o conft init This will allow you to manually reconfigure CPAN. I will try the manual routing to see if this help when I do not go over the proxy. Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Constantin V. Boulatnikoff Gesendet: Montag, 5. Dezember 2005 08:52 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] OTRS just as long as you do not have 64 bit ARC shawn.beasley(a)dlh.de wrote: > Thanks, > > I was so far, but was not sure how to get around my firewall because we only have an internet proxy. Is it possible to reconfigure CPAN, when I have configured it incorrectlyß > > Does anyone know what ports CPAN uses? CPAN uses standart ftp/http clients which it has found during configuration, like ftp, ncftp, wget, lynx, etc.. at my box CPAN configuration resides in /usr/local/lib/perl5/5.8.7/CPAN/Config.pm I think you can remove configuration file and CPAN will start configuration dialog during next run. _______________________________________________ OTRS mailing list: otrs - 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] OTRS just as long as you do not have 64 bit ARC
by shawn.beasley＠dlh.de 05 Dec '05

05 Dec '05

Thanks, I was so far, but was not sure how to get around my firewall because we only have an internet proxy. Is it possible to reconfigure CPAN, when I have configured it incorrectlyß Does anyone know what ports CPAN uses? Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Constantin V. Boulatnikoff Gesendet: Montag, 5. Dezember 2005 07:46 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] OTRS just as long as you do not have 64 bit ARC shawn.beasley(a)dlh.de wrote: > Dear Support Chain, > > > > I an interesting combination. I have setup and sucessfully configured a > OTRS server on SuSE 9.3 32 bit system. Now, my boss has ordered 64 bit > servers. I now cannot find a version of the perl-GD software that will > run on the box. The only version I have found wants to have perl 5.8.5 > and SuSE installed 5.8.6* Can anyone help me find the right combination > of SuSE for 64 bit ARC and perl-GD. I think that this question might be > a little too end ARC specific, but I will as anyway as I have spent the > entire day freezing in the server room trying to get the box to install > OTRS. Thanks for any response to this somewhat unusual request. Try to install GD::* Perl modules via CPAN. run 'perl -MCPAN -e shell' and issue following commands in the CPAN shell: install GD install GD::Text install GD::Graph install GD::Graph::lines install GD::Text::Align If some of this commands generates errors during the 'make test' try to force-install by issuing 'force install' instead of 'install'. I've installed GD Perl modules via 'force install' due to errors, but everything works fine in OTRS. _______________________________________________ OTRS mailing list: otrs - 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

Re: [otrs] Customer Info in Ticket Zoom
by Wim Fournier 05 Dec '05

05 Dec '05

Shawn Holland wrote: >On Friday 02 December 2005 3:35 am, Wim Fournier wrote: > > >>Hi, >> >>Use the FreeText field already in OTRS. Don't add it to the database >>yourself. >>Have a look at the conversation with the subject: "Small Customization >>of Customers and Tickets" I had before. It explains how to do this. >> >> > > >Yes I did use the FreeText for the ticket modification and it worked >perfectly. Again Thank you very much for the pointer. The only problem is >that there is no field in the cutomer table that would support extra >information. (especially where I have to add about 10 fields) If I used >FreeText I would still have to add fields to the customer table in the DB. >Unless you know of another way to do it? > > > The only way I can think of is reverse track an existing field. So take a field that belongs to the object customer and track it back into the database. Then you will find out how it works and you can add your own. Grtz, Wim

1 0

OTRS just as long as you do not have 64 bit ARC
by shawn.beasley＠dlh.de 05 Dec '05

05 Dec '05

Dear Support Chain, I an interesting combination. I have setup and sucessfully configured a OTRS server on SuSE 9.3 32 bit system. Now, my boss has ordered 64 bit servers. I now cannot find a version of the perl-GD software that will run on the box. The only version I have found wants to have perl 5.8.5 and SuSE installed 5.8.6* Can anyone help me find the right combination of SuSE for 64 bit ARC and perl-GD. I think that this question might be a little too end ARC specific, but I will as anyway as I have spent the entire day freezing in the server room trying to get the box to install OTRS. Thanks for any response to this somewhat unusual request. A little bit of info: rpm -ivh perl-GD-<version> perl-GD-1.38-105.i386.rpm error: Failed dependencies: libgd.so.4 is needed by perl-GD-1.38-105 libpng.so.2 is needed by perl-GD-1.38-105 perl-GD-2.05-54.i586.rpm error: Failed dependencies: pilot-mailsync is needed by pilot-mailsync-jpilot-0.7.2-30 jpilot is needed by pilot-mailsync-jpilot-0.7.2-30 libcrypto.so.0.9.6 is needed by pilot-mailsync-jpilot-0.7.2-30 libssl.so.0.9.6 is needed by pilot-mailsync-jpilot-0.7.2-30 perl-GD-2.16-3.1.x86_64.rpm error: Failed dependencies: perl = 5.8.5 is needed by perl-GD-2.16-3.1 rpm -ivh otrs-2.0.3-01.i386.rpm error: Failed dependencies: perl-GD is needed by otrs-2.0.3-01 perl-GDGraph is needed by otrs-2.0.3-01 perl-GDTextUtil is needed by otrs-2.0.3-01 AAAAAHGGGGG. :-) 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 <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.com <http://www.cfc-callcenter.com/>

4 3

Customer Add: More input type's then text
by Shawn Holland 05 Dec '05

05 Dec '05

Hey, I have followed Keith Turner's example of how to modify the customer form to have aditional information. BTW works great! I have copied the CustomerUser object from Defaults.pm into Config.pm I have modified the mapping to include [ 'Misc', 'Misc', 'misc', 1, 1, 'text', '', 0 ], Using phpMyAdmin I have modified the customer_user table SQL query: ALTER TABLE `customer_user` ADD `misc` TEXT CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE `customer_user` ADD FULLTEXT ( `misc` ); Now I don't know much about different data types and I wanted to have a lot of text for this added field so thats why I used type TEXT with FULLTEXT. Correct me if I'm wrong please. I am able to add information into that field through AdminCustomerUser link no problem. But what I'm having a hard time trying to modify is the input type. It seems to default to: <input type="text" name="Misc" value="" size="35" maxlength="60" > I would like to use a text area as this field needs a lot of room. I tried modifying AdminCustomerUserForm.dtl and in the  section I tried adding my own: !-- dtl:block:Misc --> <tr> <td class="contentkey">$Text{"$Data{"Label"}"} $Text{"$QData{"Key"}"}:</td> <td class="contentvalue"><textarea name="$QData{"Name"}" value="$QData{"SelectedID"}" rows="6" cols="40"></TEXTAREA></td> </tr>  But this didn't make any difference. It doesn't seem that modifying anything in here has a change on the input screen. It keeps using the  instead of my specified block. Has anyone else successfully done this? Regards, Shawn Holland

1 0

Odd number of elements errors in cronjob's
by Jon Fanti 04 Dec '05

04 Dec '05

Hi, I've installed OTRS 2.0.4 on a CentOS4 server (x86_64). I used the tar ball rather than RPM. Our cronjob's worked fine until I started to add custom configs to Config.pm. I am now getting this error generated every time a cronjob is ran: "Odd number of elements in anonymous hash at /opt/otrs/Kernel/Config.pm line 113. Odd number of elements in anonymous hash at /opt/otrs/Kernel/Config.pm line 113, <PRODUCT> line 4." All I have setup is LDAP authentication for admin and customer users. The only reference I could find to this error is if you are using OTRS 1.3 style config options on a OTRS 2.0 install. Here is my Config.pm: --- 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'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 't1ddl3s'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{Da tabaseHost};"; # ---------------------------------------------------- # # 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; # **************************************************** # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'UBC Media Group'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'support.unique.com'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'DefaultCharset'} = 'iso-8859-1'; $Self->{'AdminEmail'} = 'help(a)unique.com'; #LDAP Auth for Users (NOT admin) $Self->{CustomerUser} = { Name => 'eDirectory NDS', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '213.86.7.196', BaseDN => 'ou=USERS, o=UBC', SSCOPE => 'sub', UserDN => '', UserPw => '', }, CustomerKey => 'uid', CustomerID => 'mail', CustomerUserListFields => ['uid', 'cn', 'mail'], CustomerUserSearchFields => ['uid'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], ], }; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '213.86.7.196'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=USERS, o=UBC'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, version => }; #Admin User LDAP $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '213.86.7.196'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=UIL, ou=USERS, o=UBC'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, version => 3, }; #Customer Groups $Self->{'CustomerGroupSupport'} = '1'; $Self->{'CustomerGroupAlwaysGroups'} = [ 'users', 'info' ]; } # ---------------------------------------------------- # # 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; ---- Many thanks in advanced, Jon Fanti.

2 1

changing ticket priority
by William McGuirk 02 Dec '05

02 Dec '05

Hi all, I'm fairly new to OTRS and had a question that is probably simple but I haven't figured it out yet. I'm the sole tech guy at a school. They decided that they want 4 different people to be able to assign my priorities, as great as that sounds. Anyway, is there a way to set it so that they can log on and change the priority of a given ticket w/o taking ownership of it? As it is now, they have to take ownership, change priority, and then return ownership. Thanks for any help. Sorry for the newbie question. Bill

1 0

Customer Info in Ticket Zoom
by Keith Turner 02 Dec '05

02 Dec '05

Chris: snip >A client would like more information displayed about the customer while in "Zoom" view. >Currently all that is displayed is the Customer's First name, Lastname and username. >I would like to be able to add their phone number etc...to this display. >I have added this info already to the database, I just need it displayed on the forms. >Could you give me a hint on where to look? Can I second this? We have Company and Phone added to the customer_user table on account creation, and they show up in the agent customer screen (similar to instructions given in the 1.3 manual, but we figured it out ourselves by adding to the customer map) We'd like to display the customers phone number and company in the agents reply by phone view, and the company in the customer info for both the email and phone reply. Is there a place where we can add to the string that gets created in the generic.pm file? We've traced it back that far. Keith

4 3

RE: [otrs] Customer Info in Ticket Zoom
by Keith Turner 02 Dec '05

02 Dec '05

Shawn Holland: I've been wanting to add additional information to the customers... Keith adds: Hi, we) - after much striving - finally figured it out. I'll post a version of this to otrs mail as well. Comments welcome. First add your fields to the database using whatever DB utility you want. Then you have to add the fields to the customer map. To do this look for the CustomerUser object in the default.pm config file, and copy it to the config.pm file (leave the default.pm alone and make all your config changes in the config.pm file - the config file is read after the default one, so it overwrites any values in the prior) Inside the CustomerUser object is a map object that starts "Map => [" which has an array of arrays for each customer user field. Here's my complete CustomerUser map: Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ '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 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], # Added by Cloud Systems. [ 'CustomerCompany', 'Company', 'company', 1, 1, 'var', '', 0 ], [ 'CustomerTelephone', 'Telephone', 'telephone', 1, 1, 'int', '', 0 ], ], We then added Company and Telephone fields to the creation of a customer account and also put in some front end JavaScript validation to make some fields required as well before a submit - as this currently required a server call. Be sure to add your new fields to the end of the list, as some internal function calls seem to use magic numbers to get the right elements so order here is important. To make the added fields show up in the customer information area of the pages we wanted, we simply needed to change the "shown" parameter as listed into the top comment a 1 instead of a 0. Hope this helps. Feel free to ask more questions if this isn't clear, though I'm still fighting with a lot of this myself. We also looked at using the freetext fields, but to us they looked like they were too tied into the freekeys and all their unwanted associated functionality. We'd looked at this for a long time, and no answers to this simple question despite multiple posts to both mail lists. Ah, well - learned a lot. Keith

3 2

Customer Info in Ticket Zoom
by Chris Jones 02 Dec '05

02 Dec '05

Hi all; Thanks for all the help so far. I've got OTRS up and working quite well. Just trying to do some tidying up and modifications. A client would like more information displayed about the customer while in "Zoom" view. Currently all that is displayed is the Customer's First name, Lastname and username. I would like to be able to add their phone number etc...to this display. I have added this info already to the database, I just need it displayed on the forms. Could you give me a hint on where to look? Thanks Chris -- Chris Jones Developer/Consultant (604)738-8254

2 1

Disable notifications to customer and disable website
by Kees van Rooden 02 Dec '05

02 Dec '05

Hello OTRS users, I've been searching the archives/documentation/SysConfig for a long time but I didn't find a solution how to disable all notifications to customers and disable the website for customers. Does anyone knows how to disable these features? Kind regards, Kees van Rooden

3 2

Re: [otrs] Customer Info in Ticket Zoom
by Shawn Holland 01 Dec '05

01 Dec '05

On Thursday 01 December 2005 5:51 pm, Keith Turner wrote: > Can I second this? We have Company and Phone added to the customer_user > table on account creation, and they show up in the agent customer screen > (similar to instructions given in the 1.3 manual, but we figured it out > ourselves by adding to the customer map) I've been wanting to add aditional information to the customers. I've been searching the online docs and mailing list but havn't found the example you are talking about. Can you please show me what you did to acomplish this. Thanks in advanced Shawn Holland

1 0

Using an Existing non-Updatable LDAP Database
by Richard Petty 01 Dec '05

01 Dec '05

I submitted a couple questions to this group yesterday about using two DB's simultaneously -- using LDAP to pull up new user data to pre-populate the add user/update user form, then a local database for storeage. Then I realized that the add/change screen might be the only place in OTRS that the user database info is changed. If this is the case, I could use the corporate read-only LDAP database and simply reprogram the update user info button to direct the user to the official, corporate LDAP maintenance web page. When we try to log in with the OTRS backend set to LDAP, though, we can authenticate but receive a message that there is no user data. It seems that there's more going on behind the scenes than there appears to be at first glance. I figure very few companies give new OTRS admins write access to valuable LDAP employee directories. I suspect my situation is not unique. How has anyone else confronted with this situation solved this problem? (I mean, besides disregarding LDAP altogether and entering user data manually to a local SQL database.) TIA, Richard Petty Austin, Texas

2 1

Check Names
by Swett, Alex 01 Dec '05

01 Dec '05

I'm not so interested in authenticating users or agents through AD, but does OTRS have the ability to perform a "check names" function against AD (after LDAP integration, of course)? Thanks Alex

1 0

Perl 5.6
by Florent Guiliani 01 Dec '05

01 Dec '05

Hi all, Is there anybody who run OTRS 2.0 with perl 5.6 ? I know that OTRS 2.0 recommand perl 5.8 but I only have 5.6. There is RPM for redgat 7.X and this distrib has perl 5.6 so why my question... Florent,

1 0

Re: [otrs] Databases choices and mailer agant
by Florent Guiliani 01 Dec '05

01 Dec '05

Shawn Holland a écrit : >As per the Documentation > >http://doc.otrs.org/2.0/en/html/x175.html > >"...If you use MySQL you have the advantage that you can configure your >database and some system settings during the installation through a web >front-end...." > > Very big thanks to you but... MySQL don't have constraint like foreign key (not everytime). My question would be more: - Is OTRS is primary focused on MySQL or PostgreSQL or twice? - Which databases backends was the first supported? - Which is the most used? - Is there a recommended database back-end bitween MySQL and PostgreSQL? My preference goes to PostgreSQL. I'm trying to feel if OTRS would run like (or better) than with MySQL. >I would suggest to read through the documentation completely. Its not long but >it can answer a lot of questions that you may have. > > I'm sorry sorry sorry (one hundred time repeated :)) >Regards, > >Shawn Holland > > > Florent,

1 0

Email subject encoding problem on Russian utf-8 OTRS 2.0.3 system
by Constantin V. Boulatnikoff 01 Dec '05

01 Dec '05

hi ppl, I've benn setup OTRS 2.0.3 and configured using Russian language with utf-8 charset on FreeBSD 6.0-RELEASE box. Everything works fine except system-generated emails using Russian language. The body of message encoded in utf-8 and have apropriate headers: Content-Type: text/plain; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: base64 MIME-Version: 1.0 so message body have been dispalyed correctly in all e-mail clients and webmail frontents I've been tested. But message subject encoded in utf-8 and has no correct MIME enclosing like =?utf-8?[encoded subject text]==?= so email client uses it's default character set (usually koi8-r or windows-1251) to display subject line and subject line dispayed incorrectly. can I force OTRS to encode in MIME subject line in all generated messages? I'm using Sendmail method for sending emails and can't switch to SMTP method, because this causes "wide character..." error in Cmd.pm. My FreeBSD box uses SENDMAIL-8.13.4. bye ppl..

1 1

Using Two Databases Simultaneously
by Richard Petty 30 Nov '05

30 Nov '05

I'm evaluating OTSR. One of the things we hoped to be able to do is leverage our read-only LDAP employee directory to populate fields when creating new customer accounts that will live on a local MySQL DB. It doesn't look like this is possible. I'd even be interested in storing the customer-user stuff in a local read-write LDAP... that would be okay. The part that I'm worried about is that the source and destination DB's are not the same for new account creation; we'd just like to be able to pre-load fields in new account creation. Any observations or comments on this are welcomed. --Richard Austin, Texas

1 0

Re: [otrs] Databases choices and mailer agant
by Shawn Holland 30 Nov '05

30 Nov '05

On Wednesday 30 November 2005 1:26 pm, Shawn Holland wrote: > On Wednesday 30 November 2005 1:05 pm, Florent Guiliani wrote: > > Hi all, > > > > I'm new to this list. I'm trying to understand OTRS Features and how it > > can help my support team. > > > > Is OTRS run with Postfix? (not sendmail) Also in the Documentation: http://doc.otrs.org/2.0/en/html/c1216.html "....OTRS can send out emails via Sendmail (e. g. Sendmail, Postfix, Qmail or Exim). The default configuration to use Sendmail should work out of the box...." > > Which of MySQL or PostgreSQL is recommanded? > > As per the Documentation > > http://doc.otrs.org/2.0/en/html/x175.html > > "...If you use MySQL you have the advantage that you can configure your > database and some system settings during the installation through a web > front-end...." > > I would suggest to read through the documentation completely. Its not long > but it can answer a lot of questions that you may have. > > Regards, > > Shawn Holland > _______________________________________________ > OTRS mailing list: otrs - 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

Customer Created Tickets
by Lee A. Connell 30 Nov '05

30 Nov '05

Hello all, I can’t seem to find where I can tell the Customer::Frontend module to send an email to the address associated with the selected queue. Right now if a customer logs in they create a queue which does go to the queue and it then sends a confirmation email to the customer. I want it to also send an email to my internal help desk so they know a client has submitted a ticket without having to go in and check. Thanks, Lee Connell Field Service Technician 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.362 / Virus Database: 267.13.10/189 - Release Date: 11/30/2005

1 0

Databases choices and mailer agant
by Florent Guiliani 30 Nov '05

30 Nov '05

Hi all, I'm new to this list. I'm trying to understand OTRS Features and how it can help my support team. Is OTRS run with Postfix? (not sendmail) Which of MySQL or PostgreSQL is recommanded? Best regards, Florent,

2 1

Theme incorrect after upgrade to 1.3.3
by Huib van Wees 30 Nov '05

30 Nov '05

Hi, I just upgraded my otrs from 1.2.3 to 1.3.3. I always used the "default" theme. But now If I log in to otrs No theme seemed to be loaded. The top line of the webpages is "$Include{"Copyright"} $Include{"css"}" Is this a permissions issue? Or do I need to do something more about these theme. I noticed the line in the UPGRADE document "the otrs themes between 1.2 and 1.3 are _not_ compatible". I've no clue how themes are managed by OTRS, the default theme is sufficient, so how can I reset this? -- Met vriendelijke groet / With kind regards, H. van Wees --- The official Gentoo motto is, "If it moves, compile it."

1 0

Small Customization of Customers and Tickets
by Shawn Holland 30 Nov '05

30 Nov '05

Hey, I hate asking so many questions but I'm finding it very difficult to do customizations because I'm either not finding the Documentation or am not reading it right. I jus tneed to know how to 1. When creating a new customer have aditional fields that can be used. ie. Phone Number. 2. When creating tickets have aditional fields that can be used. Ie. Phone Number :) or room number ... etc ... I have read the entire online documentation. There is talk of FreeText. I have tried to enable that. >From Defaults.pm I put into Config.pm $Self->{PreferencesGroups}->{FreeText} = { Module => 'Kernel::Output::HTML::PreferencesGeneric', Colum => 'Other Options', Label => 'Free Text', Desc => 'Example for free text.', Block => 'Input', Data => '$Env{"UserFreeText"}', PrefKey => 'UserFreeText', Prio => 7000, Activ => 1, }; I think it went under users because of the values in Data and PrefKey. Once I have this enabled do I need to modify the DataBase (MySQL) to support this new field somehow? I have searched the mailing list going back several months and have not found anything that explained how to do this. Any help would be greatly apreciated. OTRS v2.02 SuSE v10.0 MySQL v4.1.13-3

2 5

Partial admin permissions
by Richard Hinkamp - BeSite 30 Nov '05

30 Nov '05

Hi, I would like to give a user permissions to use the items from the first 2 blocks in the admin menu ("Users & Groups & Roles" and "Queue & Responses"), but not the other options. Is this possible? -- Kind regards, Richard Hinkamp richard(a)besite.nl ................... BeSite Internetdiensten www.besite.nl

2 2

Customer Language Select in FAQ
by Keith Turner 29 Nov '05

29 Nov '05

Is there a way to remove the language selection box in the customer search FAQ? We are only using English and we do not want to confuse our customers. Will this break anything? I didn't see anything in the Admin area that allows this to be removed or hidden. Should I look at editing the dtl file instead? Keith

1 0

MySQL Connect Problem
by Richard Petty 29 Nov '05

29 Nov '05

I got OTRS going just before a long holiday weekend. I'd logged in as root@localhost with a password of "root", just as the docs say. I edited a copy of my Config.pm file to use LDAP and had no problems with the new functionality. When I returned to work this morning, the session had expired and I was no longer able to log in. I perused the maillist archives and I reset the admin password using perl's crypt command, pasting it into the password field of the OTRS service account. Then I swapped out my modified LDAP-enabled Config.pm file for a virgin Config.pm and I was able to log in as root@localhost. QUESTION 1: If authentication is set to LDAP, can I still authenticate to the local database for the system account? Now I'm experiencing another problem: I cannot make a MySQL database connection from the login web page. This is strange because I didn't modify the OTRS entry in to MySQL users table or any of the scripts. The original 'otrs' user password in MySQL was: *600ADED1E606A22C05804C307665D5782097D3B2 I reset the 'otrs' database password: 1. Used bin/CryptPassword.pl with a password of 'otrs' 2. Pasted the result, '09b8d8c8, into the otrs password field in MySQL 3. Setup entry in Config.pm to: $Self->{DatabasePw} = 'otrs'; I have noticed that the password that I generated is very short compared to the default password and I still cannot connect to the database. Running bin/CheckDB.pl results in this: DBI connect('database=otrs;host=localhost;','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YES) at /opt/otrs/Kernel/System/DB.pm line 191 ERROR: OTRS-CheckDB-10 Perl: 5.8.5 OS: linux Time: Mon Nov 28 17:20:33 2005 Message: Access denied for user 'otrs'@'localhost' (using password: YES) Traceback (551): Module: Kernel::System::DB::new (v1.47) Line: 168 Module: /opt/otrs/bin/CheckDB.pl (v1.12) Line: 47 No database connect! The error displayed when attempting to connect with the OTRS web page is more verbose: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Mon Nov 28 17:35:03 2005 Message: Access denied for user 'otrs'@'localhost' (using password: YES) Traceback (469): Module: Kernel::System::DB::new (v1.47) Line: 168 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 150 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 QUESTION 2: Does this still look like a simple authentication error or is there a clue here of another problem? TIA, --Richard Austin, Texas

2 1

Ticket Notifications
by Lee A. Connell 29 Nov '05

29 Nov '05

Hi All, I am looking for a place to change the default FROM: address (otrs@<FQDN>) for the ticket notification emails. I found a Framework.xml and a Defaults.pm file with this info in it and I changed it but it doesn't seem to have worked. Is there a web address to manage this through the gui? What do I need to do to change the from: email address, display name and signature? ß--------------- OTRS Notification Master [otrs(a)ammo-server.ammocomp.com] Hi Lee, a ticket [2005112501000056] is assigned to you by "Chrissy". Comment: http://ammo-server.ammocomp.com/otrs/index.pl?Action=AgentZoom&TicketID=6 Your OTRS Notification Master ----------à Thanks,otrotrs Lee Connell Field Service Technician 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.362 / Virus Database: 267.13.8/184 - Release Date: 11/27/2005

2 1

Parent Company Seeing Sub Company Tickets
by Shawn Holland 29 Nov '05

29 Nov '05

Hey, I have not gotten a response from my last email I hope that this one is a little easier to understand and someone can give me a quick example of how to. I have several customers that I want them to view only the tickets associated to them. Then I want to have one customer to view all of their tickets. How can I acomplish this. As per my last email (Customer Groups, Queues and Views) I obviously am doing it wrong. Otrs v2.02 SuSE v10.0 Thanks, Shawn Holland

1 0

"Wide character in syswrite" error
by Tomislav Tomasic 29 Nov '05

29 Nov '05

Hello! I recently installed otrs and had a world of problems setting up the internationalization. Now it's finally working, at least I thought so. I am using the latest version of OTRS, and a PostgreSQL database backend on Slackware 10.2. I use croatian characters to enter ticket and customer information. I set the default charset to utf-8 in otrs, also the database I created in Postgres is also set to utf-8. I managed to enter a Customer ID which contains the croatian character 'ć', for example. But when I try to search for the same customer by entering their Customer ID that contains a croatian character I get this error: Software error: Wide character in syswrite at /usr/lib/perl5/5.8.7/i486-linux/Sys/Syslog.pm line 401. I checked the Syslog.pm file with "nl Syslog.pm | less" and according to otrs the error should be in the following statement: 399 if (!socket(SYSLOG,AF_INET,SOCK_STREAM,$tcp)) { 400 push(@{$errs}, "tcp socket: $!"); 401 return 0; 402 } More precisely, the line "return 0;". What is this statement supposed to do? Is it causing the error? Is this a bug? I would greatly appreciate any kind of assistance. __________________________________ Tomislav Tomašić Badurini d.o.o. Sorkočevićeva 8 HR-10000 Zagreb Tel. +385 (0)1 6194-060 Fax +385 (0)1 6194-070 tomislav.tomasic(a)badurini.hr <mailto:andreas.schober@porr.at> <http://www.porr.at/> www.badurini.hr

2 2

Customise customer web interface ?
by Jerome SCHEVINGT 29 Nov '05

29 Nov '05

Hi it's possible to change into the customers web interface "owner" by the date/time of te ticket are opened or closed ? Thanks for your help

1 0

How to customize customer "My Tickets" table?
by Constantin V. Boulatnikoff 29 Nov '05

29 Nov '05

hi ppl, I want to remove "Owner" column in ticket list in customer web-interface. I has seen Sysconfig parameters and has not found anything. How can I do this? bye ppl..

1 0

What is the difference between "Tickets available" and "All tickets"??
by KartheeK 29 Nov '05

29 Nov '05

Hello Everybody, There are two things, "Tickets available" and "All tickets". These are shown just beside the page numbers that pop up when there are many tickets in a particular queue(Top Left)... Some times they both are the same number but some times they both are unequal with "Tickets available" > "All tickets" What is the difference between "Tickets available" and "All tickets"?? Regards KartheeK --------------------------------- Enjoy this Diwali with Y! India Click here

2 2

GD Perl Module
by Noel Bayutas 29 Nov '05

29 Nov '05

Hi Everyone, Did anyone encounter a problem in installing the GD Perl Module? I'm installing OTRS on a MAC G4 running Yellow Dog Linux 4.0.1. I want to enable the Stats Graph, but without this Module I can't enable it. thanks, noel

1 0

Department Field in Customer Table
by piperdoon＠ns.sympatico.ca 28 Nov '05

28 Nov '05

Hello - I almost have my OTRS customized to exactly the way I want it, with one exception. I would like to have a field in my add-customer screen that asks for a "department". I tried using customer groups for this but its not really what I am looking for. I wish to be able to do a SQL query that produces a report of total tickets/time per department in my organization. Has anyone done this successfully? -- Glenn Campbell

1 0

How to stop all kinds of Agent Notifications??
by KartheeK 28 Nov '05

28 Nov '05

Hello All, I am using OTRS-2.0.2. I have not selected any "Mail Notification" stuff in my preferences page, then too I get this email notification about "Add Note" i.e. whenever somebody adds a note to a ticket, I get a email Notification. I want to stop all email Notification getting out to agents.. Which file do I need to change to stop all agent notifications?? Regards KartheeK --------------------------------- Enjoy this Diwali with Y! India Click here

2 1

Re: [otrs] Ticket Notifications
by Laurent GALAIS 28 Nov '05

28 Nov '05

Hi, 'OTRS Notification Master' can be changed through the Sysconfig framework. For FQDN, I had to make changes in $OTRS/Kernel/Config.pm ... search for '$Self->{'FQDN'}' I always like to restart otrs and all dependant services (Mysql & Apache) to make 100% sure all changes apply. HTH Laurent At 07:49 AM 11/28/2005, Lee A. Connell wrote: >Hi All, > > > >I am looking for a place to change the default FROM: address (otrs@<FQDN>) >for the ticket notification emails. I found a Framework.xml and a >Defaults.pm file with this info in it and I changed it but it doesn't seem >to have worked. Is there a web address to manage this through the gui? > > > >What do I need to do to change the from: email address, display name and >signature? > > > >ß--------------- > >OTRS Notification Master [otrs(a)ammo-server.ammocomp.com] > > > >Hi Lee, > > > >a ticket [2005112501000056] is assigned to you by "Chrissy". > > > >Comment: > > > > > >http://ammo-server.ammocomp.com/otrs/index.pl?Action=AgentZoom&TicketID=6 > > > >Your OTRS Notification Master > >----------à > > > > > >Thanks,otrotrs > >Lee Connell >Field Service Technician > > >15 Main St. Suite 10 >Littleton, NH 03561 >603-444-3937 > > >-- >No virus found in this outgoing message. >Checked by AVG Free Edition. >Version: 7.1.362 / Virus Database: 267.13.8/184 - Release Date: 11/27/2005 > >_______________________________________________ >OTRS mailing list: otrs - 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? Laurent GALAIS Four J's Development Tools 866 314 7300 x305 www.fourjs.com

1 0

ZZZAAuto.pm -- What is this??
by KartheeK 28 Nov '05

28 Nov '05

Hello Everybody, I am using OTRS-2.02. I have observed the following: Initially when OTRS is installed there is no ZZZAAuto.pm If I click on "SysConfig" in "Admin Area" then a file named ZZZAAuto.pm is created in "/opt/otrs/Kernel/Config/Files/" If you again click on the "SysConfig" link then ZZZAAuto.pm gets reverted back. It holds a lot of configuration stuff. It is very similar to Ticket.pm in content My Doubt: Can I proceed to make configuration changes to this file?? Regards KartheeK --------------------------------- Enjoy this Diwali with Y! India Click here

1 0

search function
by Thomas Wouters 28 Nov '05

28 Nov '05

Hi, i am looking for a way to see all tickets where the 'status' has changed over the last (7) day's. Is there a way to do it with the current search functionality? Thomas Wouters (a happy otrs user ;-)

1 0

ODBC Support in OTRS 2.x
by Michael Böhmerl 28 Nov '05

28 Nov '05

Hi Guys, I'm missing the ODBC support in the 2.x versions. seen in ./otrs/Kernel/System/DB.pm there is no ODBC entry. If I make this entry, it will crash in the LoadPreferences function. because in the ../otrs/Kernel/System/DB/ODBC.pm the LoadPreference function is missing. I'm also missing the ./otrs/Kernel/System/DB/ODBC.pm in the CVS! Please tell me, if the ODBC support is dead or alive?! thanks Michael ____________ Virus checked by G DATA AntiVirusKit

1 0

Customer Groups, Queues and Views
by Shawn Holland 26 Nov '05

26 Nov '05

I have enabled Customer Group support and have the following setup. CustomerName: ParentCustomer CustomerName: SubCustomer GroupName: ParentGroup GroupName: SubGroup QueueName: ParentQueue QueueName: SubQueue ParentCustomer has ro permissions on ParentGroup and SubGroup SubCustomer has ro permissions on SubGroup ParentQueue is in ParentGroup SubQueue is in SubGroup SubQueue is a subQueue of ParentQueue I create a phone ticket from SubCustomer to SubQueue SubCustomer logs into the customer web interface and can see that ticket ParentCustomer logs into the customer web interface and CANNOT see that ticket. Am I doing something wrong? Shouldn't ParentCustomer be able to see all phone tickets in the SubQueue regardless of who it is from? Only when I create a phone ticket from ParentCustomer to either ParentQueue or SubQueue can ParentCustomer see that ticket. Any help would be great. Thanks!

1 0

OTRS 2.0 admin manual and AD integration
by Luca Corti 26 Nov '05

26 Nov '05

Hello, just a quick question. I've setup OTRS 2.0.4 for Active Directory authentication of agents. I've found instructions on how to do this in the admin manual for OTRS 1.3. Does anyone know why the chapter was removed from the 2.0 admin manual? thanks -- Luca Corti PGP Key ID 1F38C091

1 0

otrs@<FQDN> for ticket notifications
by Lee A. Connell 25 Nov '05

25 Nov '05

Hi All, I am looking for a place to change the default FROM: address (otrs@<FQDN>) for the ticket notification emails. I found a Framework.xml and a Defaults.pm file with this info in it and I changed it but it doesn’t seem to have worked. Is there a web address to manage this through the gui? What do I need to do to change the from: email address, display name and signature? <----------------- OTRS Notification Master [otrs(a)ammo-server.ammocomp.com] Hi Lee, a ticket [2005112501000056] is assigned to you by "Chrissy". Comment: HYPERLINK "http://ammo-server.ammocomp.com/otrs/index.pl?Action=AgentZoom&TicketID=6"http://ammo-server.ammocomp.com/otrs/index.pl?Action=AgentZoom&TicketID=6 Your OTRS Notification Master ------------> Thanks, Lee Connell Field Service Technician 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.362 / Virus Database: 267.13.7/182 - Release Date: 11/24/2005

2 1

Eudora/OTRS CRLF/LF problem
by mire 25 Nov '05

25 Nov '05

when eudora mail client gets the message from otrs it contains some lines ending with crlf (\r\n) and some lines ending with only lf (\n) this confuses eudora and it displays the entire email as a single line can you fix otrs so that when it outputs email, the email only has one type of line endings, like only CRLF I use otrs 2.0.4 from source thank you

1 0

New ticket notification
by Simon A. F. Lund 25 Nov '05

25 Nov '05

Hello! I would like to modify the way "New Ticket notification" works. Adding some additional conditions as to whom the notification is send, by doing some additional mysql queries. I can't seem to find any documention on how this works. Can you please point me in the right direction as to which modules defines the notification? Regards, Simon

1 0

Customers and Account managers
by Wim Fournier 25 Nov '05

25 Nov '05

Hi, I'm working on implementing OTRS for a technical support team. We have the following situation: We have customers. Each customer has one or more account managers. Each account manager has one or more customers. We have a tech support team. Each member can answer questions for customers coming from account managers. I have currently setup the account managers to be customer users and the support team to be agents. Now I want the tickets to contain the customers name. I would like a dropdown box in the ticket screen where I can select the customers. The data comes from a database. My question is, how do I add this field to the ticket? I thought at first to use the CustomerID field, but further reading learned me that this is the ID for the customer user itself. Is there a manual that desribes how to add a field to the ticket + screens? Grtz, Wim Fournier

1 0

setting default notification rules for both customers and agents
by Laurent GALAIS 25 Nov '05

25 Nov '05

Here is how I understand the current behavior: For Agents, email notifications for news tickets, follow-ups, etc are configured by each agent in his/her preferences area. For Customers, there is nothing I can find. Now my question: Is there a way to set default notifications for both Agents and Customers from the default config files nor Sysconfig. Thank you ! Laurent Laurent GALAIS Four J's Development Tools 866 314 7300 x305 www.fourjs.com

2 2

delete entry
by nsaliza＠nc.com.my 25 Nov '05

25 Nov '05

Dear All 1. can we delete or edit any entry such as work/log, or answer from other agent. i cant find any how to delete when we update the ticket and its a wrong ticket to update.

1 0

AW: [otrs] Re: OTRS Badly Requires a Forum, Does It Not??
by shawn.beasley＠dlh.de 24 Nov '05

24 Nov '05

I think when we continue to use the mailing list in the way it was designed, and we answer directly to the thread, then we have continuity in an open problem, but it can be that I just have newbie euphoria. Or maybe I do not understand fully the needs of the whole. Thanks, Shawn Beasley Support - IT Email: shawn.beasley(a)dlh.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Jason Turner Gesendet: Freitag, 18. November 2005 02:50 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Re: OTRS Badly Requires a Forum, Does It Not?? While fascinated by the responses that point out the elegant simplicity of maintaining a mailing list over some sort of "board", I have to second Steven's suggestion here that for certain types of info, a forum(or something similar) seems like it would work better than the mailing list and archives. E.g., if I wanted to understand the history around the current Stats reporter and how to extend it to create more helpful reports, downloading the archive and searching through them seems downright painful. I'm guessing that such a crucial topic would have been a well maintained thread in any forum and thus much easier to parse over the years. I could be wrong. BTW, treocentral.com has pretty nice boards(as an example of forum software I find helpful). I understand most responses here would be, "great knock yourself out and let us know". Well, it might be a while, and I'm still not sold on OTRS extensibility, but if I continue to use this software in my work with multiple clients, I'll put some resources where my mouth is... ;-) -- jt Steven wrote: >The one benefit to a forum, or preferably a Wiki, is a place to store common >config changes, best practices, etc. >For troubleshooting, the mailing lists and archives are best. >But a Wiki could reduce the repetitive questions. > > > _______________________________________________ OTRS mailing list: otrs - 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/

5 4

Upgrading form OTRS 1.2.3
by Info 24 Nov '05

24 Nov '05

I'm migrating our OTRS 1.2.3 to the new 2.0 version. Is there any How-To article on how to this upgrading without loosing all the recorded information. Thks a lot for the help Ricardo Lapidus

3 2

Cant view closed tickets
by ken 23 Nov '05

23 Nov '05

For some reason, I cant seem to view tickets after they have been closed. It just takes me back to the main menu. What can I have done wrong?

2 2

RE: [otrs] Windows test box
by Sergio Veltri 23 Nov '05

23 Nov '05

Thanks Daniel. I will give it a try! Take care, Sergio ------------------------------ Date: Tue, 22 Nov 2005 15:51:33 +0200 From: "Danie Theron" <danie(a)verpakt.com> Subject: RE: [otrs] Windows test box To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <F90CFC9AF283C240BED8D18464686D32BF5C0E(a)mailx3.verpakt.com> Content-Type: text/plain; charset="iso-8859-1" Hi Sergio , Firstly , I would recommend setup otrs on a linux box from the start (I have experienced problems moving from Win32 to Nix , not going into the sad story :P ). If you have a SMTP server you need to specify that in your /Kernel/Config.pm # SendmailModule $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'ur.smtp.host.ip'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; You'll also find some useful settings in Kernel/Config/Defaults.pm , just copy into /Kernel/Config.pm HTH Daniel > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Sergio Veltri > Sent: 22 November 2005 02:28 PM > To: otrs(a)otrs.org > Subject: [otrs] Windows test box > > Dear list: > > I installed otrs on Windows as test box. I will later one move it to linux > for production. My question is how do you make Win to send out emails > since > sendmail is to part of it? > > Also when I create a new user it tells me that the email is invalid. Any > ideas? > > Thanks > > Sergio > > > _______________________________________________ > OTRS mailing list: otrs - 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

Pending Dates for Customer Interface
by piperdoon＠ns.sympatico.ca 22 Nov '05

22 Nov '05

Has anyone setup the customer interface to allow the customer to enter a pending date. We wish to use the system as a "work request" system as well as a trouble ticket system, so having the customer enter a deadline for the work to be done would be desirable. -- Glenn Campbell

1 0

Otrs installation on CentOS
by Chris Jones 22 Nov '05

22 Nov '05

Hello all; I have gone the incredibly simple process of installing OTRS on a Debian box, and have now done the slightly more painful manual install from a .tar.gz on a box running CentOS 4. All went relatively smoothly minus a few PERL modules (LDAP & GD) which are not manditory so I'll deal with that a later time. The problem I'm getting is not being able to see the icons once I log in. I received NO ERRORS during the installation. Everything appeared to go smoothly. Current errors from apache: /*****/ [Mon Nov 21 17:10:42 2005] [error] [client 192.168.5.26] (13)Permission denied: exec of '/opt/otrs/var/httpd/htdocs/images/Standard/up.png' failed, referer: htt p://192.168.2.45/otrs/index.pl?Action=AgentPreferences [Mon Nov 21 17:10:42 2005] [error] [client 192.168.5.26] Premature end of script headers: up.png, referer: http://192.168.2.45/otrs/index.pl?Action=AgentPrefere nces [Mon Nov 21 17:10:42 2005] [error] [client 192.168.5.26] File does not exist: /v ar/www/html/favicon.ico /*****/ Getting many of these with "*.png". The permissions on the png's as well as all the scripts look fine. I'm able to browse around the app and add users. Ideas are most welcome. -=cj -- Chris Jones Developer/Consultant (604)738-8254

2 2

RFE - customer web interface - multiple queues levels
by Giuseppe LO BIONDO 22 Nov '05

22 Nov '05

Hi to all! I'm using OTRS from more than a year and it works really nice. (because of this) I have a lot o queues configured in OTRS with multiple levels of queue. Do you think it will be possible to have a nicer customer web interface with no pull down menu having lots of queues. Having a pull down menu for top level queues and other menus for nested queues would be great! Do you have any plans to include this feature? regards, Giuseppe

1 0

RE: [otrs] Strange Apache2 problem with OTRS
by Johnson, Michael 22 Nov '05

22 Nov '05

Under Apache2, that should be PerlRequire (case sensitive). Also, change the PerlModule and PerlInitHandler to read Apache2::Reload instead of just Apache::Reload. --MPJ

2 1

Strange Apache2 problem with OTRS
by Ken Kilgore 22 Nov '05

22 Nov '05

I am running redhat ES 4.0, OTRS 2.03, Apache 2.0.52 and perl, v5.8.5. When I have the virtual host config files located in http/conf.d they work fine. I move them to http/available and create a link from http/enabled to the otrs.conf file I get the following error. Syntax error on line 13 of /etc/httpd/enabled/otrs.conf: Invalid command 'Perlrequire', perhaps mis-spelled or defined by a module not included in the server configuration. Here is the otrs.conf file: <VirtualHost *:80> ServerAdmin me(a)myserver.com ServerName otrs.myserver.com DocumentRoot /opt/otrs/var/httpd/htdocs/ ErrorLog /var/log/httpd/OTRS-error_log CustomLog /var/log/httpd/OTRS-access_log common # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location /otrs> AllowOverride None ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders Order allow,deny Allow from all </Location> # directory settings <Directory "/opt/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> </VirtualHost> Thanks for any help with this. Ken Kilgore

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RE: [otrs] Windows test box
by Danie Theron 22 Nov '05

22 Nov '05

Hi Sergio , Firstly , I would recommend setup otrs on a linux box from the start (I have experienced problems moving from Win32 to Nix , not going into the sad story :P ). If you have a SMTP server you need to specify that in your /Kernel/Config.pm # SendmailModule $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'ur.smtp.host.ip'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; You'll also find some useful settings in Kernel/Config/Defaults.pm , just copy into /Kernel/Config.pm HTH Daniel > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Sergio Veltri > Sent: 22 November 2005 02:28 PM > To: otrs(a)otrs.org > Subject: [otrs] Windows test box > > Dear list: > > I installed otrs on Windows as test box. I will later one move it to linux > for production. My question is how do you make Win to send out emails > since > sendmail is to part of it? > > Also when I create a new user it tells me that the email is invalid. Any > ideas? > > Thanks > > Sergio > > > _______________________________________________ > OTRS mailing list: otrs - 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

Windows test box
by Sergio Veltri 22 Nov '05

22 Nov '05

Dear list: I installed otrs on Windows as test box. I will later one move it to linux for production. My question is how do you make Win to send out emails since sendmail is to part of it? Also when I create a new user it tells me that the email is invalid. Any ideas? Thanks Sergio

1 0

ZoomExpand change ignored
by Jon Fox 22 Nov '05

22 Nov '05

Hello, I've set a new installation of OTRS 2.03 (on SuSE 10.0, from rpm) to expand zoomed tickets by default, by changing the "ZoomExpand" value from default 0 to 1 in Kernel/Config/Files/Ticket.pm (line 186 in version 2.03): $Self->{'Ticket::Frontend::ZoomExpand'} = 1; This worked at first, but now the value seems to be ignored: on old and new tickets, the view stays unexpanded. The only other change I've made to the config files is to set the date formats to D/M/Y in Kernel/Language/en.pm, and that was working correctly with the expanded tickets last time I looked. All advice most welcome... Thanks, -- Jon

1 0

Blinking Queus
by shawn.beasley＠dlh.de 22 Nov '05

22 Nov '05

Dear All, I am in the middle of a presentation, I hope someone can quickly respond. Why do the queues blink? And, what makes the queue turn red? Thanks for the help. Vielen Dank, Shawn Beasley Support - IT Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

2 1

CompanyTickets shows all tickets for all users (using LDAP)
by Sean Tempesta 21 Nov '05

21 Nov '05

Hello, I saw some previous posts saying that pre 1.3 OTRS allowed you to show everyone all of the tickets by using the CompanyTickets button in the Customer Front End. Now, it seems that you need to add a field called MultiCustomerIDs to your LDAP tree and place all of the email addresses in comma separated form in that field in order to allow that person to view all of the tickets. Is there a way to enable the simple behavior that was in the pre-1.3 release? I just want everyone in my company to be able to see all of the tickets if they click "CompanyTickets." Thanks, -- Sean Tempesta, Systems Administrator Marijuana Policy Project P.O. Box 77492, Washington, D.C. 20013 202-462-5747 ext. 128 (phone), 202-232-0442 (fax) stempesta(a)mpp.org, http://www.mpp.org Please visit http://www.mpp.org/subscribe to sign up for MPP's free e- mail alerts.

1 0

RE: [otrs] Per User Stats
by Danie Theron 21 Nov '05

21 Nov '05

Thanks a lot Mike , this sure helps a lot , will play around with the SQL queries etc. > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Seigafuse, Mike > Sent: 21 November 2005 02:34 PM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] Per User Stats > > Not sure exactly which stats you might want per user and if an external > method would be an option for you or not. This might be of some help - > > http://www.mail-archive.com/otrs@otrs.org/msg02234.html > > Mike > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Danie Theron > Sent: Monday, November 21, 2005 3:03 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] Per User Stats > > Morning , > > I am not sure if I asked my question the wrong way , or if everyone is > going "Just RTFM you idiot" , but the lack of response is kind of > frustrating. I realize this is an open list , and questions may or may > not be answered , if anyone can make the time to help me in my dilemma > that would be greatly appreciated. > > Also if this is a commercial support request , would the developers > please respond so we can take the appropriate route. > > TIA , and eagerly awaiting response... > > Daniel > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of > > Danie Theron > > Sent: 18 November 2005 12:21 PM > > To: otrs(a)otrs.org > > Subject: [otrs] Per User Stats > > > > Hi , > > > > This has probably been a previous request , what is the changes needed > > for the Stats function to report on a per user/agent basis. Has anyone > > implemented such a function? I would assume it's a database query , > but > > not sure as where to start. > > > > If this is a commercial support request , what is the process? > > > > TIA > > > > Regards , > > > > Danie Theron > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > =http://www.otrs.de/ > > > > 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

RE: [otrs] Per User Stats
by Seigafuse, Mike 21 Nov '05

21 Nov '05

Not sure exactly which stats you might want per user and if an external method would be an option for you or not. This might be of some help - http://www.mail-archive.com/otrs@otrs.org/msg02234.html Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Danie Theron Sent: Monday, November 21, 2005 3:03 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Per User Stats Morning , I am not sure if I asked my question the wrong way , or if everyone is going "Just RTFM you idiot" , but the lack of response is kind of frustrating. I realize this is an open list , and questions may or may not be answered , if anyone can make the time to help me in my dilemma that would be greatly appreciated. Also if this is a commercial support request , would the developers please respond so we can take the appropriate route. TIA , and eagerly awaiting response... Daniel > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Danie Theron > Sent: 18 November 2005 12:21 PM > To: otrs(a)otrs.org > Subject: [otrs] Per User Stats > > Hi , > > This has probably been a previous request , what is the changes needed > for the Stats function to report on a per user/agent basis. Has anyone > implemented such a function? I would assume it's a database query , but > not sure as where to start. > > If this is a commercial support request , what is the process? > > TIA > > Regards , > > Danie Theron > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/ 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

AW: [otrs] Per User Stats
by shawn.beasley＠dlh.de 21 Nov '05

21 Nov '05

Hello, Due to the fact that this is a user supported forum, it may just be that no one has done this, or tested this. Just be patient. I am also new here, and I have found that when someone knows something that the answer comes relative quickly, but, at least with my workload, not between Fri midday and Mon morning. <<<<on all>>>> Great support thread. Let's keep up the good work. Thx, Shawn Beasley Support - IT Email: shawn.beasley(a)dlh.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Danie Theron Gesendet: Montag, 21. November 2005 09:03 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Per User Stats Morning , I am not sure if I asked my question the wrong way , or if everyone is going "Just RTFM you idiot" , but the lack of response is kind of frustrating. I realize this is an open list , and questions may or may not be answered , if anyone can make the time to help me in my dilemma that would be greatly appreciated. Also if this is a commercial support request , would the developers please respond so we can take the appropriate route. TIA , and eagerly awaiting response... Daniel > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Danie Theron > Sent: 18 November 2005 12:21 PM > To: otrs(a)otrs.org > Subject: [otrs] Per User Stats > > Hi , > > This has probably been a previous request , what is the changes needed > for the Stats function to report on a per user/agent basis. Has anyone > implemented such a function? I would assume it's a database query , but > not sure as where to start. > > If this is a commercial support request , what is the process? > > TIA > > Regards , > > Danie Theron > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

2 1

RE: [otrs] Per User Stats
by Danie Theron 21 Nov '05

21 Nov '05

Morning , I am not sure if I asked my question the wrong way , or if everyone is going "Just RTFM you idiot" , but the lack of response is kind of frustrating. I realize this is an open list , and questions may or may not be answered , if anyone can make the time to help me in my dilemma that would be greatly appreciated. Also if this is a commercial support request , would the developers please respond so we can take the appropriate route. TIA , and eagerly awaiting response... Daniel > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Danie Theron > Sent: 18 November 2005 12:21 PM > To: otrs(a)otrs.org > Subject: [otrs] Per User Stats > > Hi , > > This has probably been a previous request , what is the changes needed > for the Stats function to report on a per user/agent basis. Has anyone > implemented such a function? I would assume it's a database query , but > not sure as where to start. > > If this is a commercial support request , what is the process? > > TIA > > Regards , > > Danie Theron >

1 0

API for Remote calls via RPC or equal?
by Timo Eckert 19 Nov '05

19 Nov '05

Hello, is there an API for OTRS, where can I do remote calls for get the queues and tickets and so on? I want to make an internal Company-Portal, where the Supporttickets should be shown. -- Sunny Greetings, Timo Eckert

1 0

DB Error with mod_perl 2
by Matt M 19 Nov '05

19 Nov '05

Hi All, I'm having trouble with OTRS with mod_perl 2. Thanks to looking through the archives and reading posts on the subject I was able to get this far. The problem now is that I get a DB error which follows: <error> Traceback: ERROR: OTRS-CGI-99 Perl: 5.8.3 OS: linux Time: Thu Nov 17 13:55:51 2005 Message: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) Traceback (23108): Module: Kernel::System::DB::new (v1.44) Line: 168 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 150 Module: ModPerl::ROOT::ModPerl::Registry::usr_local_apache2_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 </error> Works fine without mod_perl. Any ideas?? Here is my httpd.conf: <snip> ScriptAlias /otrs/ "/usr/local/apache2/otrs/bin/cgi-bin/" Alias /otrs-web/ "/usr/local/apache2/otrs/var/httpd/htdocs/" Perlrequire /usr/local/apache2/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec PerlModule ModPerl::Registry <Location /otrs> SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv </Location> </snip> Also, before you ask, I did change the lib path in apache2-perl-startup.pl. It reads: <snip> use lib "/usr/local/apache2/otrs/"; use lib "/usr/local/apache2/otrs/Kernel/cpan-lib"; </snip> Thanks, Matt M.

2 1

IO::Socket::INET: connect: Unknown error
by Swett, Alex 18 Nov '05

18 Nov '05

So here's the short version of my earlier question: I get this error when trying to log in through the customer interface after hooking up (obviously incorrectly) LDAP to AD. IO::Socket::INET: connect: Unknown error Anyone else have this error? More detail in the message titled: [otrs] LDAP and AD Thanks for any help. Alex

1 0

Print Preview customization
by Laurent GALAIS 18 Nov '05

18 Nov '05

Hi, When I have a selected ticket and click on the 'Print' link option, it displays the report in a browser and fires immediately the Windows Print wizard ... which is expected as the action is called 'Print', right ... Now, if I cancel the Printing spooler, I go back to the browser and preview my ticket report. What would be ideal for me if to disable the automatic popup of the spooler and only have the browser come first. When needed, I can always 'ctrl-P' and print what I need. Does someone knows how to do this quickly before I dig for it ... Thanks Laurent PS: This product is really super functional ... once you get the philosophy ... the more you use it, the more you like it. Great job guys ! Laurent GALAIS Four J's Development Tools 866 314 7300 x305 www.fourjs.com

1 0

Re: [otrs] MySQL 5.x
by Jeff Baughn 18 Nov '05

18 Nov '05

Thanks. I just wanted to be sure none of the table structure changes in 5.x do anything strange to OTRS. -Jeff > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Claude Watson > Sent: Friday, November 18, 2005 11:48 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] MySQL 5.x > > I'm working on setting up OTRS 2 with MySQL 5.0.9 as a test to see if we > can replace our old system. It appears to be working fine with the > limited testing I have done. I'm working on the rest of the > configuration (mail, etc) and haven't done much testing as of yet. > > Claude Watson > On Fri, 2005-11-18 at 14:13, Jeff Baughn wrote: >> Does anyone know of any reason why OTRS 2.x would have issues if I >> upgraded the SQL >> backend to MySQL 5.x? >> >> Is anyone using MySQL 5.x? I really need the "Views" feature of MySQL >> 5.x for advanced reporting and charting of the data in OTRS. >> >> Thanks. >> >> -Jeff >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support oder Consulting für Ihr OTRS System? >> => http://www.otrs.de/ >> > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting fr Ihr OTRS System? > => http://www.otrs.de/ >

1 0

MySQL 5.x
by Jeff Baughn 18 Nov '05

18 Nov '05

Does anyone know of any reason why OTRS 2.x would have issues if I upgraded the SQL backend to MySQL 5.x? Is anyone using MySQL 5.x? I really need the "Views" feature of MySQL 5.x for advanced reporting and charting of the data in OTRS. Thanks. -Jeff

2 1

Lost Queue
by christian.verdun＠cfi-pac.com 18 Nov '05

18 Nov '05

I accidently put a queue sub directory under its own subdirectory and it vanished from the Queue area however is still visible in the <-> areas of queue & response options. (Shows as Misc::Finished::Finished) Could anyone explain how to fix this if they have ran into this issue before? I have a ticket lost in there so it has become a inconvience when sorting through customers tickets. Thank you very much for your time and help.

1 0

upgrading from 2.0.1 to 2.0.3
by Jeff Baughn 18 Nov '05

18 Nov '05

Is there anything specific that needs to be done to upgrade from 2.0.1 to 2.0.3? the UPGRADING.readme files all refer to upgrading from 1.x to 2.x. Is it just a matter of shutting down services and unpacking the files? Thanks, Jeff

1 0

LDAP and AD
by Swett, Alex 18 Nov '05

18 Nov '05

Hello everyone. What a great community. Maybe after reading ~all~ the archives, I'll have a super-incredible, totally reliable, never stoppable OTRS system. I already love it, but I'm a newbie. However, I have done quite a bit of RTFMing, so my question is not 100% unresearched. I'm just confused. (Looks like a lot of questions here, but it's mostly code). I am having trouble connecting OTRS to our domains Global Catalog (running either on 3268 or 3269, depending) so OTRS can authenticate customers through it. A little up front info: I am running OTRS v. 2.0.3 Our OTRS is running on a Windows 2003 server and has been quite reliable; Since I want the system to actually be working while I am also tweaking, I am only trying to authenticate the ~customer interface~ through LDAP connecting to our GC; I have successfully connected an LDAP browser to our GC and can poke around with no issues; I know you might hate my bold type - especially if viewing in plain text <b> ;) - but, hopefully this makes it easier on the eyes as far as separating the code from the Qs. 1) The Windows installer package installs NET::LDAP, but does it install everything I need? When I have gone through the whole cpan process, a few other things install (like the SSL script which I don't need right at this moment) I haven't run the cpan process since this revision of my installation. The current output of my otrs.checkmodules says I am only missing the required module Date:: Format 2) I have tried some of the suggestions, such as placing this in my config.pm: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; # You must first authenticate as a user for the NA domain before you can query the AD and authenticate against it $Self->{'AuthModule::LDAP::Host'} = 'my.host.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=blah,ou=bblah,dc=example,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; #<-- I left that that way $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=LAST\, First, ou=blah,ou=bblah,dc=example,dc=com '; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'secret'; # The following section is for authenticating customer users # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'my.host.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=blah,ou=bblah,dc=example,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #<-- I left that that way $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=LAST\, First,ou=blah,ou=bblah,dc=example,dc=com '; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'secret'; # Since I have to use port 3268 or 3269 (I understand LDAPS is req'd for 3269), I add the following: # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) # $Self->{'AuthModule::LDAP::Params'} = { port => 3268, timeout => 120, async => 0, version => 3, AND - I saw this in chapter 11 of the manual and tried it - it came right after the above code in the config.pm: (http://doc.otrs.org/1.3/en/html/ldap-integration.html) # The following section is for authenticating customer users # (take care that Net::LDAP is installed!) # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'my.host.com', BaseDN => 'ou=blah,ou=bblah,dc=example,dc=com', SSCOPE => 'sub', UserDN =>'CN=LAST\, first,ou=blah,ou=bblah,dc=example,dc=com'; UserPW => 'secret' }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # 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' ], ], }; I have heard that in past versions, every user has to be entered into the OTRS db before AD authentication can happen. I also could be mistaken in that only the initial user being used to authenticate to the GC for the first time needs to be in the OTRS dB 3) SO - with all of this failing (Basically Apache won't start up again), I strip everything out of the config.pm and start fresh, making sure my entries in the admin user interface for Frontend::Customer::Auth and I finally get a promising action that something right is happening, even though it is an error. I get this software error: IO::Socket::INET: connect: Unknown error at E:/RTCOTRS/otrs//Kernel/System/CustomerAuth/LDAP.pm line 115. And, line 115 tells me: my $LDAP = Net::LDAP->new($Self->{Host}, %{$Self->{Params}}) or die "$@"; Does LDAP not like my port? Is this because I don't have IO fully installed by the whole "perl -MCPAN -e shell;" command? 4) I saw a nice little test someone posted where I try: use strict; use Net::LDAP; #LDAP Server here $Host = 'my.host.com'; #Admin name (fully qualified) $Admin = 'CN=LAST\, First,ou=blah,ou=bblah,dc=example,dc=com'; #Admin PW $AdminPass = 'secret; $Uid = 'employee login'; # Put some user's name here that you want to get info about (does not have to be fully qualified - just the sAMAccountName # Put your searchbase here (dc=example,dc=com) my $SearchBase = 'OU=blah,OU=bblah,DC=example,DC=com'; # Leave it just like that my $Filter = "sAMAccountName=$Uid"; my $LDAP = Net::LDAP->new($Host, port=>3268) or die "Failed to connect to LDAP host!"; $LDAP->bind($Admin, password =$AdminPass) or die "Permission to browse directory denied!"; my $Result = $LDAP->search( base=>$SearchBase, filter=>$Filter ) or die "Failed to retreive user information"; my $UserDN = ''; foreach my $Entry ($Result->all_entries) { $UserDN = $Entry->dn(); } if (!$UserDN) { print "User: $Uid login failed, no LDAP entry found! BaseDN='$SearchBase', Filter='$Filter'"; } This resulted in the following output: Global symbol "$Host" requires explicit package name at ldaptest.pl line 5, <DATA> line 225. Global symbol "$Admin" requires explicit package name at ldaptest.pl line 8, <DATA> line 225. Global symbol "$AdminPass" requires explicit package name at ldaptest.pl line 11, <DATA> line 225. Global symbol "$Uid" requires explicit package name at ldaptest.pl line 13, <DATA> line 225. Global symbol "$Uid" requires explicit package name at ldaptest.pl line 19, <DATA> line 225. Global symbol "$Host" requires explicit package name at ldaptest.pl line 21, <DATA> line 225. Global symbol "$Admin" requires explicit package name at ldaptest.pl line 22, <DATA> line 225. Global symbol "$AdminPass" requires explicit package name at ldaptest.pl line 22, <DATA> line 225. Global symbol "$Uid" requires explicit package name at ldaptest.pl line 29, <DATA> line 225. Bareword "password" not allowed while "strict subs" in use at ldaptest.pl line 22, <DATA> line 225. Execution of ldaptest.pl aborted due to compilation errors. It seems to me that I'm close, but missing an essential brain cell. Any thoughts on this? Thank you very much for any efforts anyone and everyone makes. Alex Swett

1 0

Automatic customer account creation and auto-login
by david v 18 Nov '05

18 Nov '05

Hello, I would like to know if it would be possible to automatically create customer user accounts. The idea is that users are already logged in into another program. From this program i would like to call a script that creates the new user, setting up the same password and then log is that user in the customer interface for writing the ticket. For example if a user wants to open a ticket directly from the application through a weblink, it would not require him to create a customer account and login since he is already logged in in the other application. I guess somebody has already done something similar, probably through perl script. Can somebody help ?? Best, david

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RE: [otrs] delete all mails in one queue
by Maurice Tijhuis 18 Nov '05

18 Nov '05

Marc, I have created a rule in Generic Agent which deletes the calls in a certain queue. Just set Delete Tickets to yes for a certain queue and do not forget to disable it after use. For security I have set this up for a special Recycle Bin queue into which I move all the mails with the Bulk feature. Regards, Maurice. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mercator GmbH Sent: vrijdag 18 november 2005 13:49 To: otrs(a)otrs.org Subject: [otrs] delete all mails in one queue Hi, I have made some queues for unwanted mail or mail that´s not important for me at the moment. Now... after some months, this queue grew to over 4000 mails. HOW can I delete all those mails in just this queue? I do NOT want to click on EACH mail and use the bulk button!! Any mysql command please! Thanks, Marc _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ ------------------------------------------------------------ Mail was checked for spam by the Freeware Edition of No Spam Today! The Freeware Edition is free for personal and non-commercial use. You can remove this notice by purchasing a full license! To order or to find out more please visit: http://www.no-spam-today.com

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delete all mails in one queue
by Mercator GmbH 18 Nov '05

18 Nov '05

Hi, I have made some queues for unwanted mail or mail that´s not important for me at the moment. Now... after some months, this queue grew to over 4000 mails. HOW can I delete all those mails in just this queue? I do NOT want to click on EACH mail and use the bulk button!! Any mysql command please! Thanks, Marc

2 1

AW: AW: [otrs] Re: OTRS Badly Requires a Forum, Does It Not??
by shawn.beasley＠dlh.de 18 Nov '05

18 Nov '05

I am not sure. When I setup my OTRS, I could not Start the webserver, and then I found a link where it was described (SuSE) to turn on the perl for the webserver. This is located in my distro in the YaST console for http server. But, this does not sound like the problem. I will look some more. Vielen Dank, Shawn Beasley Support - IT Email: shawn.beasley(a)dlh.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Matt M. Gesendet: Freitag, 18. November 2005 11:21 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] Re: OTRS Badly Requires a Forum, Does It Not?? I prefer a mailing list or a newsgroup to a forum. A forum application definitely requires more work, and is web-based. I prefer an email interface. The only complaint I have is that the lists are not searchable, without downloading the entire archive and doing a text search. Now, does anyone have any advice on my post about my DB error using mod_perl2? Is there any documentation on using mod_perl2? The README.webserver mentions to include a different script, but... please help. I am hoping that switching to mod_perl will increase performance, and I will try the other suggestions in the docs for otrs and DB optimisation. OTRS is eating at least 75% of my CPU on every request (according to top.) Of course I am only running a P2 450 w/ 512 but it is slooooooww. Just get me past this DB error, and I can convince the bosses to upgrade. -- Matt M. shawn.beasley(a)dlh.de wrote: >I think when we continue to use the mailing list in the way it was designed, and we answer directly to the thread, then we have continuity in an open problem, but it can be that I just have newbie euphoria. Or maybe I do not understand fully the needs of the whole. > >Thanks, > >Shawn Beasley >Support - IT > >Email: shawn.beasley(a)dlh.de > > > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

1 0

Per User Stats
by Danie Theron 18 Nov '05

18 Nov '05

Hi , This has probably been a previous request , what is the changes needed for the Stats function to report on a per user/agent basis. Has anyone implemented such a function? I would assume it's a database query , but not sure as where to start. If this is a commercial support request , what is the process? TIA Regards , Danie Theron If you dislike change, you're going to dislike being irrelevant even more. I am root. If you see me laughing, you better have a backup. ------------------------------------------------------------------------ ------------------------------------------------------------------ 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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AW: [otrs] Re: OTRS Badly Requires a Forum, Does It Not??
by shawn.beasley＠dlh.de 18 Nov '05

18 Nov '05

The wiki is a good system from what I have seen, but again is a collaberative nightmare when there is not someone who is ready and willing to take over administratvie tasks for such. Vielen Dank, Shawn Beasley Support - IT Email: shawn.beasley(a)dlh.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Steven Gesendet: Donnerstag, 17. November 2005 20:37 An: otrs(a)otrs.org Betreff: [otrs] Re: OTRS Badly Requires a Forum, Does It Not?? The one benefit to a forum, or preferably a Wiki, is a place to store common config changes, best practices, etc. For troubleshooting, the mailing lists and archives are best. But a Wiki could reduce the repetitive questions. -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - - "KartheeK" <kartheekpn(a)yahoo.co.in> wrote in message news:20051117060103.37353.qmail@web8506.mail.in.yahoo.com... Hello Everybody, I think OTRS requires a discussion forum, which would help the whole OTRS community to clarify their doubts. And one solution is to set up a phpBB, or We can request linuxquestions.org to start a separate Forum for OTRS on their site. What do the OTRS Makers fell about this?? Regards KartheeK Enjoy this Diwali with Y! India Click here _______________________________________________ OTRS mailing list: otrs - 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/

1 0

Cant get mail response to work
by Thomas Nilsen 18 Nov '05

18 Nov '05

I have installed otrs beta4 a few days ago. We are testing it to see if it would fit our needs. I have setup pop3 catchall mail account and otrs gets the mail, but when I want to zoom a ticket and reply to a user I get this: Compose Answer (email): Contact customer (phone): * phone call Why do i not get a link so i can write mail to customer? I have tried to setup smtp parameters and so on in config.pm but did not get it to work. Am I missing something here? Otrs is currently running on RedHat AS 3, with perl and apache + mysql. Thanks! Best regards Thomas Nilsen

3 4

OTRS Badly Requires a Forum, Does It Not??
by KartheeK 17 Nov '05

17 Nov '05

Hello Everybody, I think OTRS requires a discussion forum, which would help the whole OTRS community to clarify their doubts. And one solution is to set up a phpBB, or We can request linuxquestions.org to start a separate Forum for OTRS on their site. What do the OTRS Makers fell about this?? Regards KartheeK --------------------------------- Enjoy this Diwali with Y! India Click here

9 8

Re: [otrs] Merge Function
by Jeff Baughn 17 Nov '05

17 Nov '05

Yes. If you have 2 or more tickets from the same user about the same subject, it's best (at least reporting wise) to merge the 2 tickets into one. We handle support via email and phone. Sometimes, a user will email in his/her problem. Maybe it's really urgent and we don't respond in time, so the user calls. The agent on the phone doesn't see the email ticket when he opens up a new ticket for the problem. When someone goes to answer the email ticket, they see that same user already has another ticket (that came in via phone) about the same thing. We merge the 2 tickets together so there is only one instance of that user with that problem. -Jeff > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > shawn.beasley(a)dlh.de > Sent: Tuesday, November 15, 2005 3:07 AM > To: otrs(a)otrs.org > Subject: [otrs] Merge Function > > > > I was hoping, as was another poster in this list, that someone could > explain what the merge function does, and how to use it. I would > greatly appreciate all help in this area, and would like to know if > anyone has written any how-to's on OTRS. > > > > Vielen Dank, > > > > Shawn Beasley > > Support - IT > > > > Cargo Future Communications GmbH > > Geb. 1335 > > 55483 Hahn-Flughafen > > > > Tel. +49 6543 983 113 > > Fax +49 6543 983 119 > > Mobil: +49 151 12 12 8934 > > Email: shawn.beasley(a)dlh.de > > Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> > > > > > > > >

1 0

Queue status OTRS_TICKET_STATE
by Maurice Tijhuis 17 Nov '05

17 Nov '05

When I add the text <OTRS_TICKET_STATE> to a response in Response Management function, the value is always displayed as "open" in the email received by the customer. When I answer a Ticket as an agent, OTRS generates the predefined e-mail for me and already includes the text "open" in the reply, after which I can change the Next Ticket State to Closed Successful, this will not be used in the reply however. How to solve this so the NEXT state is being displayed instead of the current state? I also have this with Notifications. When a ticket is moved from Queue 1 to Queue 2, the Move notification reply confirm that the new Queue is 1 instead of 2. Regards, Maurice.

1 0

Re: X-Header: TicketKey & TicketValue
by Dimitri Lichtenberg 17 Nov '05

17 Nov '05

"Dimitri Lichtenberg" <dl(a)od2.com> schrieb im Newsbeitrag news:<dl2p3s$gdo$1(a)sea.gmane.org>... > Hi OTRS community, > > i'm searching for a possibility to implement my X-Headers (TicketKey & > TicketValue) into the answers. The idea is to generate a dynamic link inside > the answer, because i'm using the same answer for different queues. I have > managed to set up the Key & Value variable in the filter section and they > are also showing on the right side of the information section inside the que > view. But unfortunately i could not manage to implement them into the > answers. I tried it like this: <OTRS_TICKET_TicketValue1> > > Can somebody help me with this problem? > > Thanks a lot > Dimitri > Hi all, Is there really noboby on the list who could help me with the issue above? Has someone tried to create his own variables in the answers in order to generate dynamic links or something like this? Thanks for reply! Cheers Dimitri Lichtenberg

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AW: [otrs] OTRS Badly Requires a Forum, Does It Not??
by shawn.beasley＠dlh.de 17 Nov '05

17 Nov '05

Autoarchive and client rules help with email volume. I find this type of communication much better. I am impressed with the otrs community, and hope that we stay with this type of communication. Posting in a forum would also do the job, but then I have to check the posts and subscribe to every thread. Here I just get everything and my posts are directly included with out having to log into the internet. Besides that, with our Load Balancing configuration for our two SDSL lines I have the problem on forums with logging in when my IP can be different with every page refesh. Then I lose my connection to the board. Vielen Dank, Shawn Beasley Support - IT Email: shawn.beasley(a)dlh.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von s taylor Gesendet: Donnerstag, 17. November 2005 08:28 An: otrs(a)otrs.org Betreff: RE: [otrs] OTRS Badly Requires a Forum, Does It Not?? There'd be less E-mails in the Inbox. We'd be able to subscribe to selected topics. Only 1 E-mail would be sent for a thread until you visit the thread again... Just a thought... :) _______________________________________________ OTRS mailing list: otrs - 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] Preestablish datababase connections---HOWTO??
by shawn.beasley＠dlh.de 17 Nov '05

17 Nov '05

Yeah, This may be true too. Since I am relatively new to the MySql theme, this was the easiest way for me. I like the ease of use with WebMIN but it really only makes sense when you have a linux box. Best Wishes, Shawn Beasley Support - IT Email: shawn.beasley(a)dlh.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Pim Rupert (Lemonbit) Gesendet: Mittwoch, 16. November 2005 19:15 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Preestablish datababase connections---HOWTO?? Hi Shawn, > Try webmin for database permissions is that the best way. But I am > not sure what the actual question is. Why do you think Karteek needs to install Webmin? If he needs to setup a MySQL database he can use the MySQL CLI or (e.g.) PhpMyAdmin. -- kind regards Pim Rupert Lemonbit Internet

1 0

Re: [otrs] Stop Timer after Close
by christian.verdun＠cfi-pac.com 16 Nov '05

16 Nov '05

Thank you Markus for your reply, I was hoping for a method of having the time stop when the ticket is closed, my ticket timers work fine but they continue even after they are closed and when I search for old tickets they seem to still be counting away. Thanks again for your response. Christian > Hello Christian, > I don't think it's a question of configuration. It just seems to be a > comparison of the time the ticket was created and now. > I guess the following sql-statement is a beginning of what you're > looking for: > SELECT `ticket_id`, min(`create_time`) as begin, max(`create_time`) as > end, > sec_to_time(unix_timestamp(max(`create_time`))-unix_timestamp(min(`create_time`))) > as duration FROM `article` group by `ticket_id` > > It shows you the duration of every ticket in hours. > > Hth > Markus Nagel > > christian.verdun(a)cfi-pac.com schrieb: > > Is there any way to change configuration so the timer stops after the > > ticket is closed so I can keep track of how long on average it took for a > > ticket to be > > addressed? > > > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support oder Consulting für Ihr OTRS System? > > => http://www.otrs.de/ > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

1 0

Stop Timer after Close
by christian.verdun＠cfi-pac.com 16 Nov '05

16 Nov '05

Is there any way to change configuration so the timer stops after the ticket is closed so I can keep track of how long on average it took for a ticket to be addressed?

2 1

Search Problem
by kjohnson＠americanemall.com 16 Nov '05

16 Nov '05

We are having a small issue here. We have our OTRS setup on with the following. Windows 2003/IIS6.0/MySql 4.1 and having a small issue. When we go to the search page, and lookup a closed ticket. When we click on the link to view the ticket, it takes me back to the main page without displaying any information. What can I check to make sure I have setup properly. Have been running OTRS for several months, and this sis the first time we tried this function. Everything else appears to be running great! Ken Johnson Technical Services Manager

1 0

AW: [otrs] Re: Preestablish datababase connections---HOWTO??
by shawn.beasley＠dlh.de 16 Nov '05

16 Nov '05

Try webmin for database permissions is that the best way. But I am not sure what the actual question is. http://www.webmin.com/download.html I had to create the database manually and the user with permissions from local host. Best Regards, Shawn Beasley -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von KartheeK Gesendet: Mittwoch, 16. November 2005 12:11 An: otrs(a)otrs.org Betreff: [otrs] Re: Preestablish datababase connections---HOWTO?? Hi, I have installed mod_perl:-2.0.0-0.rc5.3 And Apache:httpd-2.0.54-10 I am struggling a lot on this.... Has any one done this successfully?? Regards KartheeK ________________________________ Enjoy this Diwali with Y! India Click here <http://in.promos.yahoo.com/fabmall/index.html>

2 1

Re: Preestablish datababase connections---HOWTO??
by KartheeK 16 Nov '05

16 Nov '05

Hi, I have installed mod_perl:-2.0.0-0.rc5.3 And Apache:httpd-2.0.54-10 I am struggling a lot on this.... Has any one done this successfully?? Regards KartheeK --------------------------------- Enjoy this Diwali with Y! India Click here

1 0

Possibility to save draft answers?
by Peter Mayr 16 Nov '05

16 Nov '05

Hi everyone, I have a question regarding answers. Is it possible to save a draft of an answer? (e.g. you start writing the email to the customer, then you get interrupted. the only possibility for saving your work seems to be cutting and pasting your draft in to a note. And to later retrieve it from there to past it into the "Compose Answer" form. Are there any better ideas?) I searched in the mailing list archive. I have found an feature request from 2003, but appearantly it has not been implemented.. Thanks for your help Peter -- ----------------------------------------------- Peter Mayr mailto: at.peter.mayr(a)gmail.com

1 0

Preestablish datababase connections---HOWTO??
by KartheeK 16 Nov '05

16 Nov '05

Hello Everybody, I am in the process of performing "Performance Tuning" as per the OTRS documentation: http://doc.otrs.org/2.0/en/html/x1497.html#performance-tuning-webserver-db Preestablish datababase connections: I have configured the "apache2-perl-startup.pl" as follows: ===================================================== use Apache (); use Apache::DBI (); Apache::DBI->connect_on_init('DBI:mysql:otrs::localhost',"otrs","hot"); use DBI (); use DBD::mysql (); ==================================================== But, on doing this my httpd server doesnt start and I get the following error: ********************************ERROR---1********************************************* Can't locate Apache.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at /opt/otrs/scripts/apache2-perl-startup.pl line 22.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 22.\nCompilation failed in require at (eval 2) line 1.\n [Wed Nov 16 12:03:30 2005] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server mercury.envisionone.net:0, exiting... *****************************ERROR---1********************************************** Therefore I Included the file Apache.pm From: /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi/DBI/ProfileDumper/Apache.pm To: /opt/otrs Now, I get another Error ****************************ERROR---2*********************************************** [Wed Nov 16 12:13:38 2005] [error] Can't locate Apache/DBI.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at /opt/otrs/scripts/apache2-perl-startup.pl line 23.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 23.\nCompilation failed in require at (eval 2) line 1.\n [Wed Nov 16 12:13:38 2005] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server mercury.envisionone.net:0, exiting... ********************************ERROR---2********************************************** However, ===================================================== #use Apache (); #use Apache::DBI (); #Apache::DBI->connect_on_init('DBI:mysql:otrs::localhost',"otrs","hot"); use DBI (); use DBD::mysql (); ==================================================== Works without any problem. Am I wrong in the configuration?? Anybody with success in this? Regards KartheeK --------------------------------- Enjoy this Diwali with Y! India Click here

2 1

Agents do not receive Email Notifications of new tickets
by Jamie Montgomery 15 Nov '05

15 Nov '05

I've got a problem I can't figure out. Agents do not get an email sent to them for new tickets in their "My Personal Queues". I have looked at my Config.pm, each Agent's preferences, and the entries in the MySQL database I'm using, but I can not find out why OTRS is not sending out New Ticket email's to the agents. Agents can be sent mail from the "Admin Notification", whether a ticket owner was changed to the agent, queue changes, move changes, but does not get an email for new tickets. The "New Messages" in the Agent view does not show new tickets either. Customers are sent emails for new tickets they create, their moved tickets, queue changes... everything. I figure I'm missing simple somewhere, but after three days of trying to find it, I'm about to give up. Any ideas will be helpful. - Jamie Montgomery

2 2

RE: [otrs] Admin::User Deletes personal_queues Entries
by Johnson, Michael 15 Nov '05

15 Nov '05

OK, OK, I think I've figured it out. It was my mistake that the old OTRS system is running 1.2.3. Luckily we had not destroyed the box yet. I did a new dump of the database. Dropped the otrs database on the new box. Recreated the otrs database. Imported my dump from the old box. Now, here is the important part! Ran the DBUpdate-to-1.3.mysql.sql script on the database. Ran the DBUpdate-to-2.0.mysql.sql script on the database. No errors on either one, and now the whole system is behaving better. BTW, I printed the tickets that had arrived at the new system while trying to debug this mess. ARRRGGGHHH! the killing of more trees! --MPJ

1 0

Admin::User Deletes personal_queues Entries
by Johnson, Michael 15 Nov '05

15 Nov '05

OpenSuse 10 MySQL 4.1.13 Apache2 PHP 4.4.0 Perl 5.8.7 OTRS 2.0.3 upgraded from 1.3.x (RPM installation) I was just going through some settings in the Admin interface. I tried to modify the queues for a user, but when I clicked Update and went back into that user, none of the queues were highlighted. After much disbelief, I finally looked into the otrs database, personal_queues table. I could not find any entries for the user_id I had modified. Strange! I manually inserted appropriate records for that user_id and the queue_ids for his personal queues. I went back into the Admin::User module, and the proper queues were highlighted. I modified the user's queue list again in the web interface, and POOF! the entries were gone from the personal_queues table again. Bug? Permissions error? Is there a log file somewhere to help track this down? Any ideas? BTW, I have also noticed that I cannot edit a queue in the Admin web interface. It keeps spitting back a "must have queue_id" error. The name of the queue and other settings are never proper on the left side of the screen when I click the Change button. Same overall issue? TIA, --MPJ

1 0

Can an agent receive notifications for a ticket locked by another agent ?
by Eric Brayet 15 Nov '05

15 Nov '05

Hi, I would like two agents to work on the same ticket. But only one agent can receive Follow-up notifications, since only one agent can lock a ticket. Can an agent receive notifications for a ticket locked by another agent ? Eric B.

4 3

Apache2 conflicts with otrs.conf
by Johnson, Michael 15 Nov '05

15 Nov '05

I have seen the 500 Internal Server error posted a couple of times. One solution is to comment out the following lines from otrs.conf: PerlModule Apache::Reload PerlInitHandler Apache::Reload And that does work, but you lose a small automation capability if your Perl modules are ever upgraded. Under Apache2 these lines should read: PerlModule Apache2::Reload PerlInitHandler Apache2::Reload This will give you the reload capability and get rid of the 500 Internal Server errors. Hope this helps several, --MPJ

1 0

Change FAQ status
by Richard Hinkamp - BeSite 15 Nov '05

15 Nov '05

Hi, I can't find where in the admin area I can change FAQ status names (from the faq_state table). Am I looking in the wrong places or is it not possible? -- Kind regards, Richard Hinkamp richard(a)besite.nl ................... BeSite Internetdiensten www.besite.nl

1 0

Merge Function
by shawn.beasley＠dlh.de 15 Nov '05

15 Nov '05

I was hoping, as was another poster in this list, that someone could explain what the merge function does, and how to use it. I would greatly appreciate all help in this area, and would like to know if anyone has written any how-to's on OTRS. Vielen Dank, Shawn Beasley Support - IT Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

2 1

RE: [otrs] problems sending/receiving mail on freebsd
by Claude Watson 14 Nov '05

14 Nov '05

You can easily set sendmail to "smarthost" through your ISP's mail server. Look at the man page for sendmail.cf. Claude Watson At 04:10 PM 11/14/2005, you wrote: >I do not use the MTA on freebsd because we have to forward over to our >ISP, with our helpdesk and other email addresses. Our setup is not >configured to do this as is, everything routes to our ISP and our domain >sits with them. > >Thank you, > >Michael W. Belz >Jr. Systems Administrator, Sky River Management >(702) 336-9418 >AIM: SimbaSRM > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >Pim Rupert (Lemonbit) >Sent: Monday, November 14, 2005 11:37 AM >To: User questions and discussions about OTRS.org >Subject: Re: [otrs] problems sending/receiving mail on freebsd > > > > The first thing I thought of was to call my ISP and have them > > create for > > me a customized distribution list called " otrs(a)falcon.sky-river.com" > > how does this sound? I have a dist list creator in my admin profile > > but > > it only supports @sky-river.com not hostname.sky-river.com, does it > > sound viable to have the ISP creat a special distribution list for our > > falcon.sky-river.com suffix? > >Normally... I would think it's an odd question. But if you have some >kind of expensive SLA or the server you are running OTRS on is co- >located / rented at your ISP it would be a quite reasonable question. > >But I still don't get why you just don't use the MTA on your FreeBSD >machine... > >Kind regards, >Pim Rupert >Lemonbit Internet > >_______________________________________________ >OTRS mailing list: otrs - 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

(no subject)
by Michael Belz 14 Nov '05

14 Nov '05

Guys, I have had OTRS up and running, I was submitting emails through the customer interface, and even receiving emails for new account setups to my ISP and getting them in outlook. What I have setup is FreeBSD with Sendmail configured. I have my emails going to the OTRS system and also OTRS was! Sending them to our companies email at helpdesk. It seems as though I cannot receive any eamils to our ISP mail server, so when I check my mail client(outlook) I never receive any mail messages. The docs say that it uses a flat configured sendmail and that all should work out of the box. When you reset OTRS setting securemode = 0 does this wipe all the settings out completely? I cannot get emails sent to my ISP mail server!!! Help! It seems like they are just stuck in OTRS. Thank you, Michael W. Belz Jr. Systems Administrator, Sky River Management (702) 336-9418 AIM: SimbaSRM

3 12

CustomerIDs
by christian.verdun＠cfi-pac.com 14 Nov '05

14 Nov '05

Is there any method that I could have an all customer ID that I could put into each customer ID so that everyone can view everyone else? I want all customers to be able to view all other customer tickets so they can find similar help or see where they are in the waiting list. Thank you very much.

1 0

remove buttons
by Hugo Lousa 14 Nov '05

14 Nov '05

hi, how can i remove buttons from CustomerNavigationBar.dtl? i saw that i´ts rendered on the lines:  <td valign="top" align="center" class="nav"> <div title="$Text{"$QData{"Description"}"}"><a href="$Env{"Baselink"}$Data{"Link"}" onmouseover="window.status='$Text$ </td>  but i dunno how to remove one of these items.. thanks hugo

2 2

change subject of ticket
by Pim Rupert (Lemonbit) 14 Nov '05

14 Nov '05

Hi folks, Is it possible to change the Subject of a ticket via the webinterface? Some of our clients just don't seem to know the netiquettes :-) -- kind regards, Pim Rupert Lemonbit Internet

1 1

(no subject)
by Manish Sharma 14 Nov '05

14 Nov '05

Hi I am facing problem in creating customer groups. OTRS gives me a Warning: Sorry, feature not activ! Comment: CustomerGroupSupport needs to be activ in Kernel/Config.pm, read more about this feature in the documentation. Take care! Can anyone help me in activating this feature? I am using OTRS in Windows environment. Warm regards, Manish Sharma Programme Manager PTU's Gian Jyoti School of TQM & Entrepreneurship Mobile: +91 98554 06222 Telephone: 0172 223 6187, 0172 5541187

2 1

Mailing List
by Manish Sharma 14 Nov '05

14 Nov '05

Hi List, We are an education institute running distance education programmes. We have implemented OTRS to handle students queries. We also need to send out common mailers to our students can anyone help us in sending out mailer to all our students without having to select each student from the customer list. Warm regards, Manish Sharma Programme Manager

2 1

mail notifier on calendar
by Luis Fernando 12 Nov '05

12 Nov '05

Hello for whom it may concern, I coded an E-Mail reminder for the calendar ( http://doc.otrs.org/2.0/en/html/c1409.html#application-calendar ) events I'm running this script everyday at 8am on cronjob... you may want to run it each 5 minutes, for example, but then you'd need to change the comparison of time (currently it's sending if today=event_date) #!/usr/bin/perl use DBI; ########## START CONFIG ########## #maybe the MySQL information could be read from Kernel/Config.pm, but I don't know how to do it $mysqluser = ''; $mysqlpass = ''; $mysqldb = ''; $mailprog = "/usr/sbin/sendmail"; $from = 'OTRS Events Notifier <otrs@YOURDOMAIN>'; ########### END CONFIG ########### $time=time(); $dia=(localtime($time))[3]; $mes=(localtime($time))[4]+1; $ano=(localtime($time))[5]+1900; $db_handle = DBI->connect("dbi:mysql:database=$mysqldb;host=localhost:port number;user=$mysqluser;password=$mysqlpass") or die "Couldn't connect to database: $DBI::errstr\n"; $sql = "SELECT ce.start_time,up.preferences_value,ce.title,ce.content FROM calendar_event ce, calendar_event_involved cei, user_preferences up WHERE ce.id=cei.event_id AND cei.user_id=up.user_id AND up.preferences_key LIKE 'UserEmail'"; $statement = $db_handle->prepare($sql) or die "Couldn't prepare query '$sql': $DBI::errstr\n"; $statement->execute() or die "Couldn't execute query '$sql': $DBI::errstr\n"; $reminders=0; while (@Row = $statement->fetchrow()) { if ((substr($Row[0], 0, 4) == $ano) && (substr($Row[0], 5, 2) == $mes) && (substr($Row[0], 8, 2) == $dia)) { $reminders++; $subject="[otrs] REMINDER - " . $Row[2]; $body = "Reminder for Row[0]\n\n"; $body .= "Title: $Row[2]\n\n"; $body .= "Lembrete: $Row[3]"; open(MAIL,"|$mailprog -t") || die("Error opening $mailprog"); print MAIL "From: $from\n"; print MAIL "To: $Row[1]\n"; print MAIL "Subject: $subject\n\n"; print MAIL "$body\n"; close(MAIL); } }

1 0

Company Tickets
by christian.verdun＠cfi-pac.com 12 Nov '05

12 Nov '05

Having an issue inserting settings from default.pm into config.pm I get a misconfugartion error. I am trying to make it so all customers can view all others customers tickets in Company Tickets view. It also said there was a frontend way to achieve this ive been unable to find it. Any solutions?

3 2

RE: [otrs] Module GD not found
by Tim Plunkett 11 Nov '05

11 Nov '05

I have installed all of the necessary modules. I even can find GD.pm but I still can't seem to load it. Can I force it anywhere? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pim Rupert (Lemonbit) Sent: Friday, November 11, 2005 2:23 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Module GD not found Op 11 nov 2005, om 20:16 heeft Tim Plunkett het volgende geschreven: > Red hat 8 You need to install the Perl-GD RPM (ans possibly some other Perl modules too) on your system. If you use yum to update packages, you can easily execute: $ yum install perl-gd -- kind regards, Pim Rupert Lemonbit Internet

2 1

RE: [otrs] Module GD not found
by Tim Plunkett 11 Nov '05

11 Nov '05

Thank you very much -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pim Rupert (Lemonbit) Sent: Friday, November 11, 2005 2:23 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Module GD not found Op 11 nov 2005, om 20:16 heeft Tim Plunkett het volgende geschreven: > Red hat 8 You need to install the Perl-GD RPM (ans possibly some other Perl modules too) on your system. If you use yum to update packages, you can easily execute: $ yum install perl-gd -- kind regards, Pim Rupert Lemonbit Internet

1 0

RE: [otrs] Module GD not found
by Tim Plunkett 11 Nov '05

11 Nov '05

Red hat 8 _______________________________________________ Timothy Plunkett Sr. Network Administrator Corvest 7340 Bryan Dairy Road Largo, Florida 33716 Email: tplunkett(a)corvest.com Office: (727) 547-2308 Cell: (727) 215-0289 Fax: (727) 544-5316 ________________________________________________ www.advalite.com www.advalite.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pim Rupert (Lemonbit) Sent: Friday, November 11, 2005 2:09 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Module GD not found Op 11 nov 2005, om 19:18 heeft Tim Plunkett het volgende geschreven: > Where can I find the Graph Module for the ticket reports. When I try > to output to graph it replies Module 'GD' not found? You need to install the GD module (which creates graphics on your server). Which platform are you running? -- kind regards, Pim Rupert Lemonbit Internet

2 1

Module GD not found
by Tim Plunkett 11 Nov '05

11 Nov '05

Where can I find the Graph Module for the ticket reports. When I try to output to graph it replies Module 'GD' not found? Tim

2 1

X-Header: TicketKey & TicketValue
by Dimitri Lichtenberg 11 Nov '05

11 Nov '05

Hi OTRS community, i'm searching for a possibility to implement my X-Headers (TicketKey & TicketValue) into the answers. The idea is to generate a dynamic link inside the answer, because i'm using the same answer for different queues. I have managed to set up the Key & Value variable in the filter section and they are also showing on the right side of the information section inside the que view. But unfortunately i could not manage to implement them into the answers. I tried it like this: <OTRS_TICKET_TicketValue1> Can somebody help me with this problem? Thanks a lot Dimitri

1 0

Company Tickets Not Fully Showing
by Christian Verdun 11 Nov '05

11 Nov '05

Hello, I setup a Linux (Slackware 10) server for my IT department recently we have everything seemingly running smoothly however for some reason when I log in from any customer account the "Company Tickets" section only shows list of the current customers tickets and not a complete list of all tickets sent in. I have tried enabling customer groups putting all the ticket queues viewable under users but after that I ran out of ideas of what to try next. Has anyone had this problem before Id greatly appreciate a solution. Also I was wondering after a ticket is closed I could get it to stop counting time (The D:H:M). Thanks in advance for any assistance and thanks for the wonderful time saving software. Christian.

1 1

Taking Backup & Creating Customer Group
by Manish Sharma 11 Nov '05

11 Nov '05

Hi List, We are new to the OTRS Environment. We are using OTRS in windows xp. We need help to : Take backup of the mails Creating Customer Groups Please help. Thanks in advance Warm regards, Manish Sharma

2 1

Problem getting a string to translate
by Patrick Ouellet 11 Nov '05

11 Nov '05

I have added a string to CustomerTicketMessageNew.dtl something like this: $Text{"Please don't forget to mention your name and phone extention or we won't be able to call you back."} Then I edited the fr.pl file to add a translation since we use french in our compagny. # Template: CustomerTicketMessageNew 'Please don\'t forget to mention your name and phone extention or we won\'t be able to call you back.' => 'S\'il vous plait, n\'oubliez pas de mentioner votre nom et poste telephonique pour que l\'on puisse vous contacter.' But the translation doesn't take place, its always writen in english. I have missed something? Thanx again for the help. ps: At this rate i'll be able to answer questions soon. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Patrick Ouellet - pouellet(a)microtecsecurite.com Administrateur des serveurs reseaux Informatique - Poste 130 Microtec Securi-t inc. =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= _ /o\ // \\ The ASCII Ribbon Campaign \\ // Against HTML eMail and \V/ Microsoft attachment /A\ http://arc.pasp.de/ // \\

1 0

SMTP Problem
by piperdoon＠ns.sympatico.ca 11 Nov '05

11 Nov '05

Hello - I have recently installed OTRS and it is a fine trouble ticket system, however I am having problems getting the email notifications to work on the FreeBSD system which I installed it upon. I know that SMTP works fine on the system since I have various other apps which use SMTP port 25 etc .. I am simply looking for my technicians to receive a notification when a new trouble ticket is created in the queue. I setup OTRS to use SMTP and not sendmail but it just seems that the software refuses to send out the email. -- Glenn Campbell

5 5

Automatical store Attachments in Filemanager
by Philip Kuss 11 Nov '05

11 Nov '05

Hello, is it possible to automatically store attachments in the filemanager or in a given directory on the server ? My Scenario is that a customer send about 30 to 100 changerequests to the system and each request is treated as a own ticket. Usually are files attached to the changerequests(what has to be changed) and i would like to share them on the server for synchronizing this directory to our internal project server where all data are backed up. I appreciate any ideas or suggestions. Thank you very much and have a nice day! Philip

1 0

Difficulties getting FileManager to work
by Tracy Drummond 11 Nov '05

11 Nov '05

I installed the Package FileManager and am receiving errors. I deinstalled and reinstalled but still cannot make it work. When I select FileManager I receive Server error! The server encountered an internal error and was unable to complete your request. Error message: panic: malloc at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/File/Glob.pm line 122, <PRODUCT> line 4. Here is the .pm file more FileManager.pm # module reg and nav bar $Self->{'Frontend::Module'}->{'AgentFileManager'} = { Description => 'Web File Manager', NavBarName => 'FileManager', NavBar => [ { Description => 'A web file manager', Name => 'FileManager', Type => 'Menu', Block => 'ItemArea', Image => 'folder_green.png', Link => 'Action=AgentFileManager', NavBar => 'FileManager', Prio => 8100, AccessKey => 'f', }, ], }; # browse/download root directory $Self->{"FileManager::Root"} = '/home/'; # trash directory $Self->{"FileManager::Trash"} = $Self->{"FileManager::Root"}."/Trash/"; # permission config (default is rw all for users)! $Self->{"FileManager::ReadAccessMap"} = { # '/Trash' => 'admin', # '/export' => 'users', # '/' => 'users', # '/0147497380' => 'users', }; $Self->{"FileManager::DeleteAccessMap"} = { '/Trash' => 'admin', # '/mmm1' => 'users2', # '/' => 'users', # '/0147497380/' => 'users', }; $Self->{"FileManager::CreateAccessMap"} = { '/Trash' => 'admin', # '/' => 'users', # '/mmm1' => 'users2', # '/0147497380/' => 'users' };

1 0

Problem upgrading from Otrs 1.0 to OTRS 2.03
by Braun Brelin 11 Nov '05

11 Nov '05

hello all, I've been trying to upgrade to OTRS 2.0.3 from OTRS 1 without any success. Basically I have the following scenario: 1. I have a system running SuSE Linux 9.3. 2. I installed OTRS 2.0.3 3. I tarred and gzip'ed the OTRS 1.0 DB from the OTRS 1.0 machine 4. I copied the tarball to my system and untarred it into /var/lib/mysql/otrs 5. I ran the upgrade instructions from OTRS as specified in: http://cvs.otrs.org/viewcvs.cgi/otrs/UPGRADING?rev=1.16&content-type=text/v… including running the DBUpdate-to-2.0.mysql.sql script I can start up OTRS, however, when I try to actually query the DB for anything (like tickets) I get the following error in my apache's error_log file... ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: linux Time: Thu Nov 10 16:42:39 2005 Message: Unknown column 'gu.permission_key' in 'field list', SQL: 'SELECT g.id, g.name, gu.permission_key, gu.permission_value, gu.user_id FROM groups g, group_user gu WHERE g.valid_id in ( 1 ) AND g.id = gu.group_id AND gu.permission_value = 1 AND gu.permission_key IN ('ro', 'rw') AND gu.user_id = 1' Traceback (9236): Module: Kernel::System::Group::GroupGroupMemberList (v1.33) Line: 606 Module: Kernel::System::Group::GroupMemberList (v1.33) Line: 446 Module: Kernel::System::Ticket::TicketSearch (v1.187) Line: 2124 Module: Kernel::Modules::AgentTicketMailbox::Run (v1.4) Line: 190 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 [Thu Nov 10 16:42:39 2005] -e: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs//Kernel/System/DB.pm line 431. Can anyone tell me what's going on and how to fix this? Thanks, Braun Brelin

2 6

FW:
by Manish Sharma 11 Nov '05

11 Nov '05

Hi I am facing problem in creating customer groups. OTRS gives me a Warning: Sorry, feature not activ! Comment: CustomerGroupSupport needs to be activ in Kernel/Config.pm, read more about this feature in the documentation. Take care! Can anyone help me in activating this feature? I am using OTRS in Windows environment. Warm regards, Manish Sharma Programme Manager PTU's Gian Jyoti School of TQM & Entrepreneurship Mobile: +91 98554 06222 Telephone: 0172 223 6187, 0172 5541187

2 1

Configuring external database backends
by Thanos A. 11 Nov '05

11 Nov '05

Hello, I'm implementing OTRS at our site and was wondering if it would be possible to configure it to connect to an external customer database getting data from more than one table (I have customer login details in a table and customer data in another table). >From what I understand, it won't be possible... however since I cannot create a view on remote database, is there any workaround to solve this issue ? I'm using OTRS 2.0.3 Regards A.

1 0

Added Field to customer_user
by Keith Turner 10 Nov '05

10 Nov '05

Hi, We're in the pre-roll out customization phase and I'm interested in any comments as to what we've done. We wanted to add a company field (and later may add more) to the customer log in create new account. We are also going to add a telephone field. Here's what we did: To add a "company" field to customer_user and capture to DB on new account: 1) Add field to otrs mysql table (ALTER TABLE statement, nulls allowed as data already in table) - also changed the corresponding XML file. 2) add form input create account for CustomerLogin.dtl 3) moved $Self->{CustomerUser}{...} block from defaults.pm to config.pm to customize. 4) in $Self->{CustomerUser}{...} block in config.pm added to map array the company field array (copied and adapted Email item), NOTE: to make this work, we needed to have the "required" element set as "0" not "1" (Item 5 in array). Possibly this is because there was pre-existing data or that the db column allows NULLS. Testing showed that the data entered the DB if 0 but not when 1. So we are capturing it. Here's where we want to go: Have the Company data show up in the right sidebar information in the Agents ticket view - we found the output file AgentTicketQueueTicketView.dtl, but are having some trouble finding where the data set used here populates. We went into the Ticket.pm file and found the SQL statement in the TicketGet, and added and tested a new item "CustomerCompany"that is returned in the dataset as $Row[40]. But this doesn't seem to be what populates the dataset used in the dtl file. We're total PERL tyro's, or at least I am (but have some experience with other languages), so any help here will be greatly appreciated, and allow us to understand how to make further customizations. Future customizations include adding to preferences the ability for a customer to edit email address, company and phone number (but not customer ID), and to display Telephone and Company on all agent's ticket view pages. Appreciatively, Keith

1 0

Problem with latest OTRS installation.
by Patrick Ouellet 10 Nov '05

10 Nov '05

I installed the latest RPM on a Fedora Core 4 system. OTRS 2.0.3 Apache 2.0.54 PHP 5.0.4 Perl 5.8.6 mysql 4.1.14 After solving all the perl dependensies I was able to make apache start. But now the only thing I have is the dreaded 500 Internal Server Error. Apache will work just fine if I mv /etc/httpd/conf.d/otrs.conf /etc/httpd/conf.d/otrs.bak So I assume its really a OTRS problem. If I check the apache error log theres nothing there but I get this message in the syslogd: OTRS-CheckDB-10[26777]: [Error][Kernel::System::DB::new][Line:168]: Access denied for user 'otrs'@'localhost' (using password: YES) This is when I try to acces http://[server-ip]/otrs/ I know I haven't done the database setup yet. I tried but I cant access the installer.pl I will try to do it manually. Note: there are no message logged to the syslog or the error_log(apache) when I try to access installer.pl Anyone have a comment that could help me get this working? Thanx in advance for any help. Its appreciated. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Patrick Ouellet - pouellet(a)microtecsecurite.com Administrateur des serveurs reseaux Informatique - Poste 130 Microtec Securi-t inc. =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= _ /o\ // \\ The ASCII Ribbon Campaign \\ // Against HTML eMail and \V/ Microsoft attachment /A\ http://arc.pasp.de/ // \\

2 4

Delete tickets from Custom Queue
by Ravi Teja 10 Nov '05

10 Nov '05

I am newbie for OTRS. could somebody help me with this. How can i delete the tickets which are present in the Queue (for eg. 'customer service'). Can it be done from the selectbox by writing the query ? if so please tell me the query or is there any other options ? Thanks in advance. --RT

2 1

Closing ticket
by Eric Boudrand 10 Nov '05

10 Nov '05

Hi, I would like to change default settings in agent response interface. How can "Next ticket state" be set by default to something else than "Open" (for example "Pending auto close") ? How can the pending date be set by default to 10 days or more ? I want to send an automated email when the ticket is closed. To which type must I bind my new Auto-Response ? Can I create an "auto close" type ? Thanks for any response. Eric ___________________________________________________________________________ Appel audio GRATUIT partout dans le monde avec le nouveau Yahoo! Messenger Téléchargez cette version sur http://fr.messenger.yahoo.com

3 4

spam filter
by Valera Vlasyuk 10 Nov '05

10 Nov '05

Hello, How can i add something like spam filter. If in message words like "viagra" and etc. I can move those messages into Junk folder. Can someone help me? Thank you, Valera Vlasyuk

4 3

Closing email
by Eric Boudrand 10 Nov '05

10 Nov '05

Hi, I would like to send an email with information to a customer when his/her ticket is closed. I have create an "Automatic Reponse" with type "auto reject". But, it does not work. How can I do this ? Initially, I wanted to send a first email X days after agent's last response to inform the customer that his ticket will be closed. Then Y days later I really close the ticket and send a closing ticket email. Is it possible to do so ? Regards. Eric Boudrand http://www.thegreenbow.com

1 0

Missing directory detected by apache
by Rachel Graves 10 Nov '05

10 Nov '05

Hi List, Having just setup otrs on a stage server im getting the following error in the apache logs when tryong to browse to http://host/otrs/ [Sat Nov 05 12:58:05 2005] [error] 19328: ModPerl::Registry: /var/www/html/otrs not found or unable to stat Object not found! The requested URL was not found on this server. If you entered the URL manually please check your spelling and try again. If you think this is a server error, please contact the webmaster Error 404/var/www/html/otrs does not exist on the system nor can i find an install step asking me to add it. Thanks Rachel

2 3

Security support for 1.3.x
by Paul Helgerman 10 Nov '05

10 Nov '05

We're using OTRS in a production environment and have been quite happy with the 1.3 series. While the 2.0 series offers some very compelling new features, we'd like to put off upgrading for several months if possible to a time when disruption to the network will be minimal. How long will the 1.3 series be supported with security releases (or has it already been depreciated)? If it has been depreciated already, are there any known security issues with the 1.3 series (you don't need to list them) that would make upgrading to 2.x a rush item? We're operating OTRS in a network with approximately 11,000 users (if you count both the kids and the staff members, but only 1,000 or so staff members can submit trouble tickets). We greatly appreciate the fact that it "just works" without the need for much pruning. :-) Thanks! Paul Helgerman Tippecanoe School Corporation Lafayette, Indiana, USA

2 3

Blacklisting addresses?
by Chris Mellor 10 Nov '05

10 Nov '05

All With apologies to the list is this has been covered before... I am in a situation where I need to blacklist mail originating from a particular address. This address can communicate normally with other users, but just needs blacklisting from otrs. I can think of using either procmail or hacking the code as a solution, however, I am not sure which is the preferable way. Note that hacking the code would be done in such as way as to read from a blacklist rather than just hardcoding the address. My question is: Have any folks out there had to do this, if so - how and what was your experiences from it (i.e. was it reliable, was it maintainable) etc. Kind regards Chris Mellor

3 2

RE: [otrs] How do I add new icons/link in the nav bar?
by Seigafuse, Mike 10 Nov '05

10 Nov '05

You just add the links to either AgentNavigationBar.dtl or CustomerNavigationBar.dtl... <td valign="top" align="center" class="nav"> <a href="http://host.domain.com/site/" target="_blank"><img border="0" src="$Env{"Images"}folder_yellow.png" alt="$Text{"Legacy System"}"><br>$Text{"Legacy System"}</a> </td> I put mine after preferences for the agent navigation bar... -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Sent: Tuesday, October 25, 2005 11:19 AM To: otrs(a)otrs.org Subject: [otrs] How do I add new icons/link in the nav bar? How do I add new icons/link in the nav bar? I want to add a link for users to our old ticket system during the transition. I want to also be able to add some links to other web based tools we use. -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - - _______________________________________________ OTRS mailing list: otrs - 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.

3 2

Tickets not in database
by Rachel Graves 10 Nov '05

10 Nov '05

Hello List, We are running otrs 1.3.2. I am tasked with building a staging environment to test both an upgrade and the addition of a few modules. While doing this I have discovered that our tickets are not actually being stored in the MySQL database we created (that is also setup correctly in Config.pm <http://Config.pm>). I am actually unable to find out how our tickets are stored! Though when looking through otrs backups I am able to find sql dumps, despite having a empty sql database? Could somebody please help me find out where my tickets are being stored and how to get them into my database! :-) Many Thanks Rachel Graves

1 0

FW: Closed Ticket
by Manish Sharma 10 Nov '05

10 Nov '05

We have recently installed otrs. We are having difficulty in tracing the closed tickets. Please help me Warm regards, Manish Sharma Programme Manager PTU's Gian Jyoti School of TQM & Entrepreneurship Mobile: +91 98554 06222 Telephone: 0172 223 6187, 0172 5541187

4 3

Error: No Permission from customer page
by Jennifer Valdez 10 Nov '05

10 Nov '05

I have moved data from our old system (bugzilla) to the otrs database via a perl script that I wrote. Everything seems to be okay on the admin side, but when I try to look at the ticket from the customer page, all I get is a page that says: Error: No Permission! The comment area is blank as well as the traceback. Is there something I am missing? Any help would be appreciated. -- Jennifer Valdez Web Manager/Database Assistant NOAA/OAR/ESRL/GSD 303-497-4584 jennifer.valdez(a)noaa.gov <mailto:jennifer.valdez@noaa.gov>

2 1

OTRS Success-Story
by Christopher Kuhn 10 Nov '05

10 Nov '05

Dear list, you're using OTRS in your daily business and it makes it quite easier to handle your communication? If you would answer this question with "yes" we would be quite happy if you would send us your success-story with OTRS. This means we want you to describe what you're using OTRS for and what the benefit of OTRS to your company is about. Please attach your company-logo to your mail and send it back to my Email-Adress. The best success-stories will be published on our website http://www.otrs.com/en/about/case-study/ . :-) Thank you a lot in advance! Yours OTRS-Team Christopher Kuhn -- ((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

Attachment Problem
by Ivan Dagoberto Boesing 08 Nov '05

08 Nov '05

Hi Folks, I'm using OTRS with Oracle as database (Am I alone?). We have a problem with attachments when ticket is opened by email (I didn't test via interface). What I can say is that the attach is being correctly saved in my oracle database. > select max(dbms_lob.getlength(content)) from ARTICLE_ATTACHMENT MAX(DBMS_LOB.GETLENGTH(CONTENT)) -------------------------------- 5378337 This was a movie with 5Mb. The problem is when I want to retrieve this attach. I can only recover 75Kb. Anyone can help me? Best Regards, -- Ivã D. Boesing ------------------------------------------------------------ Oracle Certified DBA ivan(a)immediate.com.br Tel.: (51) 3212 8444 / (51) 9177 5620 Immediate Consultoria e Sistemas Oracle Certified Partner www.immediate.com.br ------------------------------------------------------------

1 0

Roomity.com v 1.5 is a web 2.01
by shenanigans 08 Nov '05

08 Nov '05

I was interested in getting feedback from current mail group users. We have mirrored your mail list in a new application that provides a more aggregated and safe environment which utilizes the power of broadband. Roomity.com v 1.5 is a web 2.01 community webapp. Our newest version adds broadcast video and social networking such as favorite authors and an html editor. It?s free to join and any feedback would be appreciated. S. ------------------------------------------------------------------------------------------------------------------------------------ Broadband interface (RIA) + mail box saftey = <a href="http://OTRS_Discussion_List.roomity.com">OTRS_Discussion_List.roomity.com</a> *Your* clubs, no sign up to read, ad supported; try broadband internet. ~~1131484567256~~ ------------------------------------------------------------------------------------------------------------------------------------

1 0

OTRS and CRM Software ?
by Jerome SCHEVINGT 08 Nov '05

08 Nov '05

Hi Anyone know if i can use OTRS with CRM Software (SugarCRM or VTiger) ? Actually, i use a old version of SugarCRM and OTRS version 1.1.3 (old too..) but with no link from SugarCRM to OTRS (all ticket are added manually to SugarCRM). Now we want update all and want see if we can use automatiquely OTRS into a CRM Software (we can change SugarCRM to VTiger ..) Thanks for your help

2 1

Closed Tickets keep on ageing-Why is this?
by KartheeK 08 Nov '05

08 Nov '05

Hello Everybody, I have been using OTRS for quiet a somtime now-Its Beautiful. One thing i have observed is, closed tickets keep on ageing. Why is this? Ideally when a ticket closes it is as though its "life" is finished, then why its age should increase? I dont think its the same with other systems like Vantive and Remedy. Any body with inputs on this?? Regards KartheeK --------------------------------- Yahoo! India Matrimony: Find your partner now.

2 1

import database
by Emonet Jean-Bruno 08 Nov '05

08 Nov '05

hi, We have lots of customer in a existing database. Is there an easy way to import these customers into the OTRS database? thanks, jb

2 1

Feature Requests
by Colby W. 08 Nov '05

08 Nov '05

My company recently switched from Work Request (WReq) to OTRS for our Tier 2 and Tier 3 trouble report/ticketing system and since then there have been several requests for features that either OTRS doesn't offer or that I cannot find a way to enable. The number one request is for a display element in the agent's QueueView and QueueViewLite pages to show when a ticket was last changed (by Note, Email, Owner, TicketFree Text, anything). I have spent hours pouring over the .dtl files and the .pm files looking for either an %Env or %Data key/value pair to match the value of the change_time column of the ticket DB (I forget which table). The closest I found was for $Data{"Changed"} which shows the date/time of the last external email update of the ticket, but that is already integrated into the AgentTicketQueueView[Lite].dtl files. Here is why: We have six teams who each have their own queues in OTRS (some teams have several queues) with some queue sizes consistently in excess of 100 tickets. With WReq we were able to maintain a maximum ticket response time of 1-4 hours because it was easy to tell when a ticket was last updated as the ticket change time (called "Acted On" in Wreq) was part of the ticket list (i.e. QueueViewLite). We have been able to emulate a less efficient approach with OTRS by using meaningful ticket states but still have to Zoom in on tickets to see when it was last updated by any method other than an external email. This second-most frequent request is of less consequence but I include it here because of the number of times I've been asked about it. Signatures. Our agents would like to have signatures be an agent-specific option rather than a queue-specific one. I'm sure this would be easy enough to implement but I have neither the time nor the Perl prowess to make it a reality (if I did, I would have posted the .diff to the developer's list). Why, you may ask? Why not? As I said, it is of lesser consequence but a rather high-volume request made to me nonetheless; therefore, I put it to you, the OTRS community. Thank you in advance, Colby Williams SysOp Engineer IKANO Communications, Inc. http://www.ikano.com/

6 7

RE: [otrs] getting started on creating a theme
by West, Bradley G. 08 Nov '05

08 Nov '05

Robin, The best way to do this is to copy the /Kernel/Output/HTML/Standard folder naming it what you'd like it to be then modifying it to suit your needs. You should be able to add a theme by running an insert statement into the themes table. An example, though deprecated, is available at http://doc.otrs.org/1.3/en/html/dtl-theme.html Enjoy, Brad West Network/Systems Engineer Spang & Company bwest(a)spang.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robin Mordasiewicz Sent: Tuesday, October 11, 2005 11:11 AM To: User questions and discussions about OTRS.org Subject: [otrs] getting started on creating a theme I have looked over the documentation, but cannot find any information on getting started on creating/modifying a theme. Is there documentatino availble for this? _______________________________________________ OTRS mailing list: otrs - 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

Tickets are not visible in QueueView unless user has 'rw' permission
by Chris Hutchinson 08 Nov '05

08 Nov '05

OTRS version: 2.0.3-01 OS: Windows XP Pro SP2 Evaluating OTRS. Have set up various groups, roles, users and queues. It appears that tickets in queues to which a particular user does NOT have 'rw' permission (e.g. only 'ro' permission) are not visible to that user in Queue View (even when the relevant queues are within MyQueues for that user). However, the tickets CAN be viewed via the Search mechanism. Is this intentional, or am I misunderstanding the permissions mechanism? To give an example: Role="Support" has 'rw' permissions on group="Prod01". Role="Dev" has 'ro' permissions on group="Prod01". Queue="Prod01" is associated with Group="Prod01". User="Fred" is associated with Role="Support". User="Anna" is also associated with Role="Support". User="Bill" is associated with Role="Dev". All three users have the "Prod01" queue as a member of their own MyQueues collection. There are no specific User<->Group relationships; all permissions are handled by the User<->Role relationships. User="Fred" creates a phone-ticket (ticket="10100001") in Queue="Prod01". Ticket="10100001" appears in the QueueView for User="Fred". Ticket="10100001" appears in the QueueView for User="Anna". Ticket="10100001" does NOT appear in the QueueView for User="Bill". But User="Bill" CAN see the ticket via the Search mechanism. User="Bill" can also see the ticket if the Role<->Group permissions for Role="Dev" are changed to "rw" for Group="Prod01" (although if the permissions are set on ALL of the standard individual permissions ('ro', 'move into', 'create', 'owner', 'priority') but NOT for 'rw', the user still cannot see the ticket). Even if I set up specific User<->Group permissions (as well as using the User<->Role relationships), tickets only appear in QueueView if the user in question has the 'rw' permission. Is this a bug or my misunderstanding of the features? Chris H.

2 1

How to disable Agent Notifications?
by KartheeK 08 Nov '05

08 Nov '05

Hello Everybody, I am useing OTRS-2.0.2, I have turned off all the mail notifications in the Preferences Page, in spite of this being done i get a notification on "AddNote",OwnerUpdate".....How can I disable this? Regards KartheeK --------------------------------- Enjoy this Diwali with Y! India Click here

1 0

Database Creation Error
by Tim Plunkett 07 Nov '05

07 Nov '05

I have installed mysql and otrs and when I try to run the installer.pl i receive the message Creating database 'otrs': false! :-( what am I doing wrong. Thanks

1 0

AdminPackageManager - Write permission
by florian2000＠no-log.org 07 Nov '05

07 Nov '05

Hi ! I just installed OTRS for the first time and it seems to be really useful with a lot of features ! But when I'm trying to add an optional package (i'm really interested by the webmail and file manager) i just got this error : ------------- Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.sh !!! For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. ------------ I've been running this SetPermissions script but it didn't solve my pb :( I also tried to change all the permissions in /usr/share/otrs (chmod -R 777 /usr/share/otrs - which is not a nice solution...) but it didn't work :( I'm using Debian Sarge... Any idea ?? I really need the webmail and this file manager ! :) Thanks for your help ! (A few days before I posted a message because I didn't manage to install otrs in Debian Sarge : the package in the standard repository was 1.3.x so I download the one from the Experimental repository and it solved my pb :)) -- Florian

3 2

Database Migration otrs 1.3.2
by Rachel Graves 07 Nov '05

07 Nov '05

Hiya, We are running otrs 1.3.2 - Old I know. I am tasked with building a staging environment to test both an upgrade and the addition of a stats module. While doing this I noticed that instead of our tickets being stored in a MySQL database, they are all being stored in flat files in the /opt/otrs directory. It appears that the database is actually not being used and just contains the default tables from a fresh otrs install. Is it possible to import the tickets and other data into the database and start using the database? Warm Regards Rachel Graves Technical Support ScanSafe 198 High Holborn London WC1V 7BD Tel: +44 (0) 207 959 0000 <http://www.scansafe.com/> www.scansafe.com ScanSafe - Pure Internet

1 0

Escalate OTRS tickets to Manufacturer's helpdesk (also running OTRS)
by Don Burch 07 Nov '05

07 Nov '05

I'm in the final stages of implementing OTRS at work, and have what might be a big issue. I've searched using Google, and either others haven't come across this before, or I used different keywords. We are Australian distributors for 3 overseas manufacturers - one of whom uses (and recommended) OTRS. When our Tech Support staff can't help a customer with an issue, we currently forward the system to the manufacturer's Tech Support. Their OTRS system allocates an OTRS ticket number and handles their response ... which works well. My concern is that we will now be sending them emails with our OTRS ticket numbers, which may confuse the manufacturer's OTRS system ... and even worse when they reply with their own ticket numbered emails. I can foresee an email storm with each system prepending a new Ticket number to each new email coming in, and sending a confirmation. Does anyone already have a situation of escalating OTRS tickets to another OTRS system ? If so, can you give some quick pointers ? I'm new to OTRS, but come from (Windows) software background. Thanks in Advance, Don Burch

1 0

Notification
by Keith Turner 05 Nov '05

05 Nov '05

Hi, Still setting up the system, and can't seem to get the email notification for new ticket in queues working - new customer password/change password and admin notification work just fine, so it's not a email account issue. In the admin panel I've made the New Ticket Notification "Yes" for my Admin User for their queues. BTW, in the on-the page documentation the "Email Addresses" refer to this as the incoming ("To:"), but the manual goes into more detail and says that this is the outgoing ("From:") address used by the system for that queue. I assume the manual is the correct version. Keith Turner Cloud Systems Suite 405, 665 Third Street San Francisco, CA 94107 kturner(a)cloudsystems.com http://www.cloudsystems.com

2 1

Anyone tried integrating w/ vBulletin Forum?
by s taylor 04 Nov '05

04 Nov '05

Hello. Has anyone tried integrating w/ vBulletin Forum (vbulletin.com - a PHP application)? If so, how did you do it? I'd like to use OTRS as my only helpdesk software for whatever other software applications I use, Perl or PHP. Hopefully, its possible. Thanks.

1 0

SSL MySQL connections w/OTRS
by Mark Wallace 04 Nov '05

04 Nov '05

Has anyone established secure connections between OTRS and MySQL using MySQL's method for encryted db transactions. It is describ ed here. http://dev.mysql.com/doc/mysql/en/secure-create-certs.html ? I have already created the certs and MySQL is using them locally. What I can't figure out is how to modify the config.pm file for the database connection strings to use the certificate id method instead of the normal uname/password connection. Any help would be greatly appreaciated. Mark

1 0

Integration of OTRS and external applications (new feature)
by Ton Verhagen 04 Nov '05

04 Nov '05

Dear All, I was wondering if there have been any efforts made in the past to integrate OTRS and say an e-Commerce application. We would like to accomplish the following: For every on-line sale our e-Commerce application will send an email with the transaction details (like receipt of the order) to the customer. Because we would like to keep all email communication in one place we would like to change this in such a way that the e-commerce application creates a ticket (similar to what AgentTicketEmail does) in the OTRS system directly and have OTRS send out the email to the customer. One way to accomplish the above mentioned behavior would be to hack AgentTicketEmail.pm, not a big deal. However in order to have an external application interface with OTRS in a way different from the one I described above one would have to hack many other modules. It would make much more sense imho to go for a general purpose solution, e.g. by building a kind of wrapper which overloads the ParamObject (Kernel::System::Web::Request). Has anyone done such a thing or similar things already? Looking forward to your Best regards, Ton Verhagen

2 2

Difficult to customize
by APPANAH Ravi 04 Nov '05

04 Nov '05

Hi !!! I was confident and happy to use OTRS for our support. But I need some customization... I posted several messages on dev and user lists without any responses... So, I am very disappointed to look for an another tool. Regards, Ravi APPANAH -- Ravi APPANAH Chef de Service Exploitation - Ingénieur Sécurité --------------------------------------------------------------------------------------- La Documentation Française Sous Direction Administration Département des Systèmes Informatiques (DSI/Service Exploitation) 124 Rue Henri Barbusse 93308 Aubervilliers Tel : +33 1 40 15 68 47 / +33 6 64 40 24 79 http://www.ladocumentationfrancaise.fr GPG/PGP Id: 0xF8322F8C -- Kfp: F079 EDDD 4A02 0D3F E4BD 3051 35CC A14F F832 2F8C ---------------------------------------------------------------------------------------

1 0

OTRS on SuSE 10
by Jon Fox 03 Nov '05

03 Nov '05

"Martin Hochreiter" <linuxbox(a)wavenet.at> wrote: > Has anybody installed Otrs successfully on Suse 10? Yes, I've just installed 2.0.3 on SuSE 10.0, and it seems to work fine. The only changes I had to make were as follows: 1) OTRS requires mod_perl, which installed fine from YAST. But the module doesn't get loaded when Apache2 starts. The workaround for this is to add "perl" to the list of Apache2 modules in YAST, and restart Apache2. 2) In /etc/apache2/conf.d/otrs.conf, change "Apache::Reload" to "Apache2::Reload", at lines 13 and 14. Then start Apache, MySQL and OTRS as indicated in the installation notes, and it all works. HTH, -- Jon

1 0

Problem with <OTRS_CUSTOMER_SUBJECT>
by Darren Worrall (Eclipse) 03 Nov '05

03 Nov '05

Hi, This variable doesn't interpret properly on the customer notifications, but it does fine on the agent notifications. What am I missing? Darren

6 7

otrs and imap
by Mauricio Tavares 03 Nov '05

03 Nov '05

Has anyone successfully used otrs with imap? If so, how did you do it?

6 6

Difficulties getting FileManager to work
by Tracy Drummond 03 Nov '05

03 Nov '05

I installed the Package FileManager and am receiving errors. I deinstalled and reinstalled but still cannot make it work. When I select FileManager I receive Server error! The server encountered an internal error and was unable to complete your request. Error message: panic: malloc at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/File/Glob.pm line 122, <PRODUCT> line 4. Here is the .pm file more FileManager.pm # module reg and nav bar $Self->{'Frontend::Module'}->{'AgentFileManager'} = { Description => 'Web File Manager', NavBarName => 'FileManager', NavBar => [ { Description => 'A web file manager', Name => 'FileManager', Type => 'Menu', Block => 'ItemArea', Image => 'folder_green.png', Link => 'Action=AgentFileManager', NavBar => 'FileManager', Prio => 8100, AccessKey => 'f', }, ], }; # browse/download root directory $Self->{"FileManager::Root"} = '/home/'; # trash directory $Self->{"FileManager::Trash"} = $Self->{"FileManager::Root"}."/Trash/"; # permission config (default is rw all for users)! $Self->{"FileManager::ReadAccessMap"} = { # '/Trash' => 'admin', # '/export' => 'users', # '/' => 'users', # '/0147497380' => 'users', }; $Self->{"FileManager::DeleteAccessMap"} = { '/Trash' => 'admin', # '/mmm1' => 'users2', # '/' => 'users', # '/0147497380/' => 'users', }; $Self->{"FileManager::CreateAccessMap"} = { '/Trash' => 'admin', # '/' => 'users', # '/mmm1' => 'users2', # '/0147497380/' => 'users' };

1 0

Select all check box of ticket
by Stefano Ruberti 03 Nov '05

03 Nov '05

Hello all, Is it possible, while listing a ticket by page, to select all check-box for all ticket in the current page to apply for example a bulk operation ? That will help the user while we will move a group of ticket from one queue to another. Thanks for your help !

1 0

How can we set more specific reminder/escalation dates at the team level?
by Varsani, Rajendrakumar (PSD) 03 Nov '05

03 Nov '05

Hello useful folks! We have four sections in our IT group and we've set three queues up for each section; 1 Day, 1 Week and 1 month with appropriate escalation times of 22 hours, 6 days and 21 days. However, many of our queries fall within 1 week to 1 month and if we put then in the 1 week queue, we'll get an early escalation. If we put them in the 1 month queue, we'll miss the escalation reminder. I don't mind items being in the 1 week queue and my team getting an early reminder but other Team Leaders do mind. Other than creating more queues, how else can reminders be set at the TEAM level; not the personal level; to deal with more specific time periods? The 'Pending Reminder' only seems to work for individuals who have the ticket locked. We're running OTRS 1.2.3 Any help appreciated. 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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a few questions on how to introduce new (or use existing) OTRS features
by J.M.Roth 02 Nov '05

02 Nov '05

Hi there, a few questions on how to introduce new (or use existing) OTRS features most effectively: I would like to introduce some new attributes to tickets. Like (in addition to priority) a classification ("small problem"/"project"/ ...) etc. One idea would be to use free fields for that. How to introduce them in the customer interface? Is it planned (or possible) to introduce the calendar as some kind of bulletin board into the customer interface? Like that we could f.e. schedule maintenance for 2PM tomorrow and it would show up in the customer panel, just like in the admin panel at the top. If I get a notification because I am the agent assigned to a ticket, can I reply to the ticket via email? I tried responding to the notification, the ticket however only got a new message from me and thought I was an external customer. Is that only possible by setting an X-OTRS-... email header? If I search for the customer "*" in customer user management in the administration area, lots of customers get displayed but not all of them. I don't see why some get displayed and others not. I have a database with about 1000 users, of which only 200 get displayed in the wildcard search. Anyway, what does the customer search look for. Sometimes it matches the (beginning of the) email address, sometimes also a first name...!? Last but not least, how can I put 2 tickets together, in case a new ticket was created for some reason where an additional message to an existing ticket would've been enough. Regards, ~jm

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Re: [otrs] Lite theme missing files/images?
by Jason Turner 02 Nov '05

02 Nov '05

Thanks for the response, Wes. And the link into the list archive with your earlier submission. I see that led to a bug report. My question goes a bit beyond just missing graphics though. More importantly, there seem to be missing template files from the .../otrs/Kernel/Output/HTML/Lite directory that comes with the distribution. If you select the Lite theme in your preferences, certain pages like the AgentPreferences page will disappear(because the Lite directory doesn't have that template). I can probably just copy any missing templates from the Standard directory but I post this back to the list both for confirmation of my thinking and(lacking that) as more search material for the next person that comes down this path! BTW, demo.otrs.org seems to have a working Lite theme(including the AgentPreferences page). That's why I have some doubts about my understanding here... -- jt TEN Technology From: Wes Plate <wes(a)automaticduck.com> Subject: Re: [otrs] Lite theme missing files/images? To: 'User questions and discussions about OTRS.org' <otrs(a)otrs.org> Message-ID: <20051102043327.BC06C2E8003(a)smapp00.siteprotect.com> Content-Type: text/plain; charset="iso-8859-1" When I asked this question over the summer the answer basically came back "It is lite, so no graphics" http://lists.otrs.org/pipermail/otrs/2005-June/008130.html But then why the image links?! :-) -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com ------------------------------

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does an ordinary mail sender become a customer?
by Maciej Uhlig 02 Nov '05

02 Nov '05

last days I've read docs about otrs and still I'm in a doubt. - is an ordinary user (mail sender) able to send mail to otrs? sure he/she is. - does the mail get then a ticket number automatically (is the ticket automatically created)? - if yes, how is it possible, while all needed user data may not be available to create ticket? sure CustomerID & CustomerUser are available by default, but what about customer password? - if no, who does the ticket creation (on behalf on a user)? an agent does? - so, does everybody who sends mail to otrs become a customer? this may be already obvious for an otrs user, but for me it's quite unclear. please explain the logic behind this... maybe a block diagram of a system logic does exist somewhere? Best regards, MU

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Adding a column in search result page
by pas.de.quoi＠voila.fr 02 Nov '05

02 Nov '05

Hello, I have used OTRS 1.3.2 on a redhat 8.0 for months when a search is performed the result page lokks like Ticket# Age From/Subject State Queue Owner CustomerID I would like to add a column after Age to get the creation's date. No problem to set the title in the array but I can't get the data. I've even tried to duplicate (copy/paste) the line code that bring the Age and it isn't working : The first "Age" column is well filled, the second one is filled with a 0. Could you tell me how to do. Is there a parameter option to put in the Config.pm or somewhere else ? Should I change a line code ? in witch file ? Thanks for the reply. OTRS is became so usefull to our company that I wish to improve it and is functionnality My team ask for the "creation date" to work properly, so ... Thanks Antoine > > P.S. I 'm french so there may be several mistakes .... > >

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Next ticket state for Forward in 2.0.3
by Jim Wight 02 Nov '05

02 Nov '05

Is it possible to change the default next ticket state for Forward in 2.0.3? If so, how? I expected Ticket -> Frontend::Agent::Ticket::ViewForward would be the place, but no such luck. All you can do there is set the possible types. And it's not as if the first (or last) type listed is taken as the default. I've tried switching 'open' and 'closed' but the next states menu still comes up with the same (alphabetical) order: closed successful, closed unsuccessful and open. Jim

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Problems with PostMasterPOP3.pl
by Dean Baldwin 02 Nov '05

02 Nov '05

Hi, I seem to have found a problem with PostMasterPOP3.pl. I have noticed recently that this script does not appear to check the SQL database is actually up before reading mail from a POP3 account. We had a situation recently where our SQL server was down for maintenance. OTRS will still running on another server and was still happily reading mail from a POP3 account. What I had noticed is that although the mail was read and removed from the POP3 account, the database was down and therefore no tickets were created and those messages were lost. Wouldn't it be a better idea for this script to check whether the SQL server is up before trying to pick up mail? Regards, Dean

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RE: New OTRS User - Where to start
by Keith Turner 02 Nov '05

02 Nov '05

Eric wrote: The version 2 manual isn't corrupt, I downloaded and printed it a couple of days ago, I guess yours got corrupted during the downloading process... You should try again, or if you want I can sent it to you by email... Yours, Eric Keith replies: Thanks - I get it just fine from home, Acrobat Reader 6 (M$2000). Two different machines I tried at our office, both with Adobe Reader 7.0 failed (M$XP and 2000) failed to open it, both with Firefox and IE. Also I noticed that none of the screen shots in the online version were downloading at the office (coming in as broken images), even if I tried to directly access them (ie http://doc.otrs.org/2.0/en/html/screenshots/homepage-otrs.png) We are firewalled, but have not had any problem with images unless a referrer is needed. Perhaps this is the problem. I've downloaded the manual here at home and put it where I can get it at work tomorrow. We're having some trouble getting the SMTP/Mail working (Server 2003) and may ask some questions about that tomorrow as well. Thanks again Eric. Keith

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Follow up notification and the "My Queues" feature
by UIUC Library OTRS Admin 02 Nov '05

02 Nov '05

I am having trouble with the "My Queues" feature. If I select one of the queues as a "My Queue", and I have the "Follow up notification" set to "Yes", then I receive email notifying me of a follow up response for ALL tickets to that queue, even ones where I am NOT (and never was) the owner. Is this the intended behavior? (I am using the 2.0 version of OTRS.)

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