- otrs - OTRS mailing lists

[Need Help] Customize Subject notification
by APPANAH Ravi 02 Nov '05

02 Nov '05

Hi If I open a new ticket, an email is sent with subjet "Re: xxxx". I try without any result to change the value of "Ticket::HookDivider" in Kernel/Config.pm. I still have the ":" in all emails subject. I would like to change the ":" with a "". Thanks in advance for your help. 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 ---------------------------------------------------------------------------------------

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New OTRS User - Where to start
by keith.d.turner＠gmail.com 02 Nov '05

02 Nov '05

Hi, I'm setting up an OTRS system for evaluation and, assuming my employers like it, probable roll out in a month or so. I have it installed and it seems to be working, though there are still some SMTP issues to be worked out. I'm trying to evaluate how best to set it up, what cues I should add, how to handle users, etc. I realize that these depend on the scope of the company and the kind of products, but it's better to have a good system in place at start rather than try to fix it later. We have a single product, but also are a reseller and will be handling returns and maintenance as well. I'd like to hear suggestions from any users on how they approached gathering requirements and deployment. We are looking at a small number of tickets to start with, dozens a day at most, but potentially a lot more over time. Also, I tried to download the English Manual so I could print it(http://doc.otrs.org/2.0/en/pdf/otrs_admin_book.pdf), but that file is corrupt. Regards, Keith Turner Cloud Systems Suite 405, 665 Third Street San Francisco, CA 94107 kturner(a)cloudsystems.com http://www.cloudsystems.com

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External database backends
by Thanos A. 02 Nov '05

02 Nov '05

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

02 Nov '05

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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Lite theme missing files/images?
by Jason Turner 02 Nov '05

02 Nov '05

Begging your pardon if I've overlooked some answer to this in the list or in the documentation... On my otrs-2.0.2-01 system, I decided to experiment with the Lite theme. Once selected as a frontend theme and enabled, all configurable options seem to disappear from the rendered page. Unfortunately, there don't seem to be pages(*.dtl) for the Preferences pane and a few other screens so I can't change the theme BACK to Standard. Have I read the problem correctly? Ie., .../otrs/Kernel/Output/HTML/Lite and .../otrs/var/httpd/htdocs/images seem to be missing a few things in the distribution. I checked 2.0.3-01 also and I think the same is true. But the demo at otrs.com seems to function correctly after selecting the Lite theme so I acknowledge that I'm still a bit fuzzy when it comes to OTRS templating and themes. Before I do something like trying to copy some of the dtls from Standard to Lite, I want to be sure I'm understanding the problem properly. Any guidance here is appreciated. Thanks. -- jt TEN Technology

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Email headers saved to dB?
by Soul Reaper 01 Nov '05

01 Nov '05

Hello Are ALL of the email headers of emails saved to the OTRS database stored anywhere in that database? If yes, where? I have only been able to locate the basic email headers.(To, From, CC, etc) If not, is their any easy way to save an email header value when the ticket is being added to the database, so it can be displayed later on with the article details? Thank you and regards _________________________________________________________________ Dating has never been easier - get FREE Match.com membership! http://match.msn.ie/match/mt.cfm?pg=channel&tcid=237596

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Showing Ticket Owner and State by Default
by Michael K. Smith - Adhost 31 Oct '05

31 Oct '05

Hello: We are using OTRS as a frontline trouble ticketing system between a tech support department and outside customers. The present method of hiding the tickets from the group when an individual has ownership or a lock is causing us some issues because of shift changes and other things. Is there a way to have all tickets, including those opened and owned by an individual, displayed at all times? In addition, is it possible to show the ownership and ticket state (new,open) as well? Thanks, Mike Smith

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Change Theme of Otrs ?
by Jerome SCHEVINGT 31 Oct '05

31 Oct '05

Hi i have started to create a personnal theme for my Otrs .. I have a very small problems : I have create a new Login.dtl, that's good .. when i enter my login/pass, no problems i am connect. But when i logout, i have the old theme style .. where is the Logout page ? Thanks

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DB Question....2.0.3
by Davis, Gary H 28 Oct '05

28 Oct '05

Is there a "quick" way to rebuild the initial database delivered with OTRS (Windows version - mysql). Some how in our testing efforts, we have corrupted the database and now no one can login or access the system... even as root. Follow-up question: has anyone "migrated" a 1.2.3 mysql database into a new install of OTRS 2.0.3? We have done a new install on a different server of the base OTRS system and would like to copy - migrate our existing 1.2.3 data into the new install. Thanks Gary Davis GM PSIC lab Manager

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RE: [otrs] DB Question....2.0.3
by West, Bradley G. 28 Oct '05

28 Oct '05

Additionally you will need to run the other sql scripts to populate the database with the initial information as the otrs-schema.mysql.sql file only creates the table structure. The other script should be initial-insert.sql I've not had much luck running the otrs-schema-post.mysql.sql script in a Windows environment. Thanks. Brad _____ From: West, Bradley G. Sent: Friday, October 28, 2005 1:32 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] DB Question....2.0.3 If all you're trying to do is get a "clean" database then you can do the following tasks I recommend that you back up your existing database first using the mysqlhotcopy command then use the mysql command line followed by the commands listed below drop database otrs; create database otrs; use otrs; \. ./C:\path to otrs directory\scripts\database\otrs-schema.mysql.sql I think :) Remember that the semicolons indicate end of sql command string Brad West Network/Systems Engineer Spang & Company _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Davis, Gary H Sent: Friday, October 28, 2005 12:44 PM To: User questions and discussions about OTRS.org Subject: [otrs] DB Question....2.0.3 Is there a "quick" way to rebuild the initial database delivered with OTRS (Windows version - mysql). Some how in our testing efforts, we have corrupted the database and now no one can login or access the system... even as root. Follow-up question: has anyone "migrated" a 1.2.3 mysql database into a new install of OTRS 2.0.3? We have done a new install on a different server of the base OTRS system and would like to copy - migrate our existing 1.2.3 data into the new install. Thanks Gary Davis GM PSIC lab Manager

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RE: [otrs] DB Question....2.0.3
by West, Bradley G. 28 Oct '05

28 Oct '05

If all you're trying to do is get a "clean" database then you can do the following tasks I recommend that you back up your existing database first using the mysqlhotcopy command then use the mysql command line followed by the commands listed below drop database otrs; create database otrs; use otrs; \. ./C:\path to otrs directory\scripts\database\otrs-schema.mysql.sql I think :) Remember that the semicolons indicate end of sql command string Brad West Network/Systems Engineer Spang & Company _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Davis, Gary H Sent: Friday, October 28, 2005 12:44 PM To: User questions and discussions about OTRS.org Subject: [otrs] DB Question....2.0.3 Is there a "quick" way to rebuild the initial database delivered with OTRS (Windows version - mysql). Some how in our testing efforts, we have corrupted the database and now no one can login or access the system... even as root. Follow-up question: has anyone "migrated" a 1.2.3 mysql database into a new install of OTRS 2.0.3? We have done a new install on a different server of the base OTRS system and would like to copy - migrate our existing 1.2.3 data into the new install. Thanks Gary Davis GM PSIC lab Manager

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Re: [otrs] otrs and imap
by a.bertacca＠vva.de 28 Oct '05

28 Oct '05

Ich bin bis zum 7.11.2005 im Urlaub. Ihre Email wird nicht weitergeleitet! In dringenden Fällen steht Ihnen der EDV Support der VVA unter der Email Adresse support(a)vva.de zur Verfügung. Mit freundlichen Grüßen Ariano Bertacca

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Postmasterfilter Questions
by Danie Theron 28 Oct '05

28 Oct '05

Hi all , Can one define more than one header check , for instance if a mail is to whatever(a)somewhere.com AND the body contains "viagra" , move it to the SPAM queue. Also , if defining a Body filter , is it case sensitive?Will it search for anything in the body with that specific word or phrase in it?Can one use regular expressions in the filter?I am actually quite new to regexp :) , so maybe if someone could give me a real world example that would be first prize , otherwize a point to a rtfm or something would also help. TIA! Daniel

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Modifiy Ticket number
by Jerome SCHEVINGT 28 Oct '05

28 Oct '05

Hi actually, i use DateChecksum.pm in Number generator ;=) It's possible that i modify it for get a number + small ? I am search a ticket of this features : 051027001 051027002 format: YYMMDDXXX (XXX= Autoincrement) It's possible ? i don't know where is into the code that i can change anyone can help me ? Thanks

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Extra modules/plugins needed
by Nicholas van Bussel 27 Oct '05

27 Oct '05

1. Currently I can not change the state of an OTRS call without adding a note etc. Does any one know of a method/plugin/extension whatever that would allow me to change the call status without adding a useless note? 2. Does any one know of a better stats module for OTRS, a plugin that would allow us to query the database and pull meaningful data from it? 3. Is there a way of recording the amount of time on hold as it seems there is no way of stopping the clock. Any help appreciated Nicholas van Bussel

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DNS problem: couldn't create socket: No such file or directory
by Dede Dascalu 27 Oct '05

27 Oct '05

Hi, I have a chrooted environment for apache (using mod_chroot) and perl. Most of the function of OTRS seem to work fine, with some exceptions. When trying to add a new user (see below) and sending an e-mail (see below). The user issue seems to somewhat relate to one of the perl libraries trying to create a socket in order to do a reverse lookup on the domain of the e-mail address. It is obvious that my chroot jail does not have a directory perl needs for this, or a bad permission somewhere (all works fine if apache is run outside the jail). Help is appreciated. Thanks. Login as admin > Admin > Customer Users (under Users & Groups & Roles) > trying to create a new user Message: Email address (dascalu(a)comcast.net) not valid (invalid dascalu(a)comcast.net (DNS problem: couldn't create socket: No such file or directory)! )! Login as admin > Admin > Admin Notification (under misc) > trying to send a message to one of the users and I get the following error: "Message: Can't connect to my.mail.server.com: No such file or directory!" "my.mail.server.com" actually exists... name obfuscated. ------ From the system log-------- Thu Oct 27 18:23:22 2005 error OTRS-CGI-10 Email address (dascalu(a)comcast.net) not valid (invalid dascalu @comcast.net (DNS problem: couldn't create socket: No such file or directory)! )! Thu Oct 27 18:23:22 2005 error OTRS-CGI-10 DNS problem: couldn't create socket: No such file or directory ------- Thu Oct 27 18:19:54 2005 error OTRS-CGI-10 Can't connect to my.mail.server.com: No such file or directory! Thu Oct 27 18:05:44 2005 error OTRS-CGI-10 Can't connect to my.mail.server.com: No such file or directory! Dede Dascalu dascalu(a)comcast.net

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Admin/COnfig lost ?
by Jerome SCHEVINGT 27 Oct '05

27 Oct '05

Hi i don't know why, my admin user have lost the access to Admin/Configuration .. i have a error : No Permission to use this frontend module! what is the table into the database that show the user right ? thanks

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new e-mail ticket: Re in subject
by Pim Rupert (Lemonbit) 27 Oct '05

27 Oct '05

Hi all, When creating a new e-mail ticket, the first e-mail gets "Re:" in it's subject. I don't think this is correct. Is this a bug, a feature or something I can adjust easily? See for yourself: (OTRS -> Ticket -> E-mail Ticket -> Select customer, type your e-mail -> Send -> The e-mail's subject has "Re: Ticket# Subject".) Pim

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HOWTO? Upgrading among OTRS 2.* versions
by Jason Turner 27 Oct '05

27 Oct '05

Sorry list, I've read through hundreds of messages but I've got to ask... again since the question has been asked in a couple of different forms. Thanks go out in advance to Ken Kilgore and Bryan Fullerton for sharing their methods. THE QUESTION: Are there any formal instructions on upgrading OTRS 2.* versions? I just started a month ago with the 2.02 system on a Debian 3.1 machine and it took me a bit of time to get it right... so I'm not eager to touch the database or fool with permissions again. But the 2.03 bug updates sound like they're worth getting and if we're really going to use this system, then I'll have to tackle this question at some point. I sincerely appreciate any suggestions and I will be sure to publish back to the list any solution other than those put forward by the aforementioned contributors. FYI, their suggestions follow at the end of the mail. Sincere thanks. -- jt Message: 2 Date: Fri, 05 Aug 2005 07:23:59 -0500 From: Ken Kilgore <ken(a)kaptkaos.com> Subject: Re: [otrs] Upgrading from 2.0b4 to 2.0.1 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <42F35A5F.30302(a)kaptkaos.com> Content-Type: text/plain; charset="iso-8859-1" I have done this a few times. Upgraded from 2.0 beta 2 to 2.0 beta 4 and then to 2.0.1. I have OTRS installed in /usr/share running on Debian. Here is the process I used to do the upgrades. 1. Untar the 2.0.1 tar ball into /usr/share. 2. Run otrs/scripts/DBUpdate-to-2.0.mysql.sql 1. mysql -f -u root -p otrs < /usr/share/otrs/scripts/DBUpdate-to-2.0.mysql.sql 2. I used the -f to display errors but ignore them. This way you ignore errors about creating tables that already exist. 3. Run otrs/bin/SetPermissions.sh 4. I had to make a few permission adjustments after this but do not remember what I had to change at the moment. The only issue I have at the moment is a problem with merging tickets. Hope this helps. Ken Kilgore ---------------------------------------------- Message: 6 Date: Mon, 19 Sep 2005 14:58:56 -0400 From: Bryan Fullerton <fehwalker(a)gmail.com> Subject: Re: [otrs] Questions about upgrading. To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <35de0c30050919115830885b81(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 On 9/11/05, Jason Lixfeld <jason+lists.otrs(a)lixfeld.ca> wrote: >> I'm running a CVS installation from July 15th. I think it's around >> the time of 2.0.0 beta5. I'd like to upgrade to the current release >> (2.0.2 source) but I'm not sure what the best practice is for doing so. A bit late, but a reply. :) When I upgrade I do the following: - read the release notes (<ahem>) - move the old ./otrs directory to ./otrs.old - extract the new tarball to ./otrs - cd otrs.old; tar cf - var | (cd ../otrs; tar xpf -) - copy otrs.old/Kernel/Config.pm to otrs/Kernel - copy otrs.old/Kernel/Config/GenericAgent.pm to otrs/Kernel/Config - ditto for any other changed config files (I only have those two) - apply any db updates that are needed - report any bugs ;) That's been my working method for upgrading since v0.5. You especially need to copy the entire var directory if you're using *or have at any time used* ArticleStorageFS, because that's where the articles live by default. If you've only ever used ArticleStorageDB, which is the default now, then they'll be in your DB and you don't have to worry about moving them. Bryan

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Has anyone added ticket history to "Customer User Management" screen?
by Steven 26 Oct '05

26 Oct '05

If I drill into a ticket and click on the customer link, I get a screen to change the customer,but also a customer history on the bottom. Has anyone added ticket history to "Customer User Management" screen so that when I click on Customer in the NavBar and search for a customer, I will also get the hostory on the bottom? -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - -

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Postmaster filters/variables
by Mark Nernberg 26 Oct '05

26 Oct '05

We have a boatload of clients, mostly lawyers and law firms. As a result, not only do our clients have the email address of our support system, but also our personal email addresses. I'm sure everyone on the list understands what a pain-in-the-ass it is to cut/paste emails into new email/phone tickets in OTRS when the email could have simply been sent into the system. So, I'm looking for a way to forward an email into the system. I see two options: 1.) Some way of directly taking an email from the webmail package and creating a ticket from that. or 2.) Actually forwarding the original email message into the system and doing some pre-processing on it to extract the correct customer address, etc. (1) - directly creating the ticket from an email using the webmail page would be the preferred method, but not being a programmer, I'm not sure I want to get into trying to write this. This has been mentioned on this list at least once or twice before. but (2) seems somehow more easily "doable" in the immediate term. How might I extract the original sender of a message from a forwarded message into OTRS in order to set the appropriate values when the message enters the queue? Of course, if (1) is "on the way" in a soon-to-be-released update, then I can wait it out. -- Mark.

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AW: [otrs] LDAP Authentication for WIN32
by Thorsten.Dannhausen＠Bertelsmann.de 26 Oct '05

26 Oct '05

Hello Mark, have you got a copy of nmake.exe and Active Perl installed?? If not get you self a copy of nmake.exe, you can find it at Microsoft for download. Then unzip the perl-ldap archive you downloaded and run: Perl Makefile.PL Nmake Nmake test Nmake install When nmake runs it will ask you if you want to install optional modules. Say no if you don't have an internet connection from your machine, otherwise you can decide if you want to download them or not. I hope that helps you getting started. If you got any further questions don't hesitate to ask. I found it a bit tricky getting ldap authentication to work against our W2k3 domain but now it works great. Thorsten -----Ursprüngliche Nachricht----- Von: Mark Crum [mailto:mcrum@smwc.edu] Gesendet: Dienstag, 25. Oktober 2005 18:19 An: otrs(a)otrs.org Betreff: [otrs] LDAP Authentication for WIN32 I am having trouble getting the LDAP process to work in the win32 version I have set the variables correctly I believe in the config.pm, however I am missing the net:ldap module. Can anyone please explain to me how I can download and install this on a windows box? I've tried going to cpan downloading it and using the package manager but the file was not recognized as being valid. Any thoughts? Thanks, mark Mark Crum Network Administrator St. Mary-of-the-Woods College St. Mary-of-the-Woods, IN (812) 535-5115 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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[Need Help] Customize Ticket Number
by APPANAH Ravi 26 Oct '05

26 Oct '05

Hi !!! I successfully install otrs 2.0.2 version... I try to create my own ticket with this format : <TicketFreeTextField2>-<DDMMYY>-<AutoIncrementNumber> ie WEB-290905-003 I create a new module called Df.pm in /app/otrs/Kernel/System/Ticket/Number/Df.pm and modify the Kernel/Config.pm file : $self->{'Ticket::NumberGenerator'} = 'Kernel::System::Ticket::Number::Df'; How can I get the value of "TicketFreeTextField2" in the module Df.pm ? Thanks in advance. 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 ---------------------------------------------------------------------------------------

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moving from bugzilla to otrs
by Jennifer Valdez 25 Oct '05

25 Oct '05

Has anyone had success moving data from bugzilla to otrs? Any advice? Thanks, jv

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RE: [otrs] Re: How do I add new icons/link in the nav bar?
by Seigafuse, Mike 25 Oct '05

25 Oct '05

If you haven't already been there, giving this a look might help too - http://www.otrs.de/~me/doc-developer/en/ -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Seigafuse, Mike Sent: Tuesday, October 25, 2005 2:15 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Re: How do I add new icons/link in the nav bar? Oops - I am so used to version 1.3.2 I keep forgetting I am not up with the times. Sorry - I haven't done this with 2.x yet. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Sent: Tuesday, October 25, 2005 2:02 PM To: otrs(a)otrs.org Subject: [otrs] Re: How do I add new icons/link in the nav bar? I was assuming that the actual data is being pulled from elsewhere because my AgentNavigationBar.dtl is full of:  <td valign="top" align="center" class="nav"> <div title="$Text{"$QData{"Description"}"}"><a href="$Env{"Baselink"}$Data{"Link"}" accesskey="$QData{"AccessKey"}" onmouseover="window.status='$Text{"$QData{"Name"}"}'; return true;" onmouseout="window.status='';" $Data{"LinkOption"} class="navitem"><img border="0" src="$Env{"Images"}$QData{"Image"}" alt="$Text{"$QData{"Name"}"}"><br>$Text{"$QData{"Name"}"}</a></div> </td>   <td valign="top" align="center" class="nav"> <div title="$Text{"$QData{"Description"}"}"><a href="$Env{"Baselink"}$Data{"Link"}" accesskey="$QData{"AccessKey"}" onmouseover="window.status='$Text{"$QData{"Name"}"}'; return true;" onmouseout="window.status='';" $Data{"LinkOption"} class="navitem"><img border="0" src="$Env{"Images"}$QData{"Image"}" alt="$Text{"$QData{"Name"}"}"><br>$Text{"$QData{"Name"}"}</a></div> </td>  <td valign="center"> <img border="0" src="$Env{"Images"}h-line.png" alt="-"> </td> # <td> </td> There is no reference Preferences, FAQ or Admin, etc. -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - - "Seigafuse, Mike" <mseigafuse(a)fcg.com> wrote in message news:A30B617982D99D429BA4ACA91246347F011DD0E8@pant03.fcg.com... 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. -------------------------------------------------------------------------------- _______________________________________________ OTRS mailing list: otrs - 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/ 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. This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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RE: [otrs] Re: How do I add new icons/link in the nav bar?
by Seigafuse, Mike 25 Oct '05

25 Oct '05

Oops - I am so used to version 1.3.2 I keep forgetting I am not up with the times. Sorry - I haven't done this with 2.x yet. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Sent: Tuesday, October 25, 2005 2:02 PM To: otrs(a)otrs.org Subject: [otrs] Re: How do I add new icons/link in the nav bar? I was assuming that the actual data is being pulled from elsewhere because my AgentNavigationBar.dtl is full of:  <td valign="top" align="center" class="nav"> <div title="$Text{"$QData{"Description"}"}"><a href="$Env{"Baselink"}$Data{"Link"}" accesskey="$QData{"AccessKey"}" onmouseover="window.status='$Text{"$QData{"Name"}"}'; return true;" onmouseout="window.status='';" $Data{"LinkOption"} class="navitem"><img border="0" src="$Env{"Images"}$QData{"Image"}" alt="$Text{"$QData{"Name"}"}"><br>$Text{"$QData{"Name"}"}</a></div> </td>   <td valign="top" align="center" class="nav"> <div title="$Text{"$QData{"Description"}"}"><a href="$Env{"Baselink"}$Data{"Link"}" accesskey="$QData{"AccessKey"}" onmouseover="window.status='$Text{"$QData{"Name"}"}'; return true;" onmouseout="window.status='';" $Data{"LinkOption"} class="navitem"><img border="0" src="$Env{"Images"}$QData{"Image"}" alt="$Text{"$QData{"Name"}"}"><br>$Text{"$QData{"Name"}"}</a></div> </td>  <td valign="center"> <img border="0" src="$Env{"Images"}h-line.png" alt="-"> </td> # <td> </td> There is no reference Preferences, FAQ or Admin, etc. -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - - "Seigafuse, Mike" <mseigafuse(a)fcg.com> wrote in message news:A30B617982D99D429BA4ACA91246347F011DD0E8@pant03.fcg.com... 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. -------------------------------------------------------------------------------- _______________________________________________ OTRS mailing list: otrs - 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/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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RE: [otrs] Re: variables in html dtl
by Seigafuse, Mike 25 Oct '05

25 Oct '05

Not having used LDAP integration before I cannot be sure this is what you need, but if you are matching on the customer's email address ... then $Data{"CustomerUserID"} will give you that... If not, perhaps someone else might be able to help. Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Sent: Tuesday, October 25, 2005 10:30 AM To: otrs(a)otrs.org Subject: [otrs] Re: variables in html dtl I have. Just not the iteration that I cut and pasted. I have gotten $Env{"UserLogin"} to work but it showns the tech's name. So the answer to my orig. question is $Env{"xxx"} But now I have to find the variable for the customer login which is pulled from LDAP. -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - - "Seigafuse, Mike" <mseigafuse(a)fcg.com> wrote in message news:A30B617982D99D429BA4ACA91246347F01737598@pant03.fcg.com... Might be a stupid question, but ... did you try quoting the href string? <a href="http://tg07/SMSReporting%5FTE1/Report.asp?ReportID=12&variable=OTRS_CUSTOME…" target="_blank"> Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Sent: Tuesday, October 25, 2005 9:09 AM To: otrs(a)otrs.org Subject: [otrs] variables in html dtl I am trying to add a link to an external webpage using a OTRS variable. I need help on the syntax. I have added other html to AgentCustomerTableView.dtl, but it was static: <a href=http://tg10/phonelist.asp target="_blank"> You can use the TESCO Phone list to look up pictures </a> It works fine. (just plain HTML) Now I am trying to add a link that uses an OTRS variable OTRS_CUSTOMER_DATA_UserLogin that has been pulled from LDAP. <a href=http://tg07/SMSReporting%5FTE1/Report.asp?ReportID=12&variable=OTRS_CUSTOMER_DATA_UserLogin target="_blank"> Last logged in from </a> I have tried various options that I have seen in other dtl files, but I think my issue is that I am trying to put it into the URL string. Please advise. This ability will open up many options for us. -- -- 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. -------------------------------------------------------------------------------- _______________________________________________ OTRS mailing list: otrs - 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/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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`Apache::Registry': Can't locate Apache/Registry.pm
by Gustavo Azambuja 25 Oct '05

25 Oct '05

hi, i try install otrs in my linux/apache. when i enter on http://my_ip/otrs/installer.pl in my /var/log/httpd/error_log apper: [Tue Oct 25 17:25:53 2005] [error] [client 10.10.10.130] failed to resolve handler `Apache::Registry': Can't locate Apache/Registry.pm in @INC (@INC contains: /usr/lib/perl5/5.8.7/i386-linux /usr/lib/perl5/5.8.7 /usr/lib/perl5/site_perl/5.8.7/i386-linux /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.7/i386-linux /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.6/i386-linux /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl . /etc/httpd) at (eval 2) line 3.\n obiusly i can not enter on otrs web. * mod_perl is installed. [root@linux otrs]# locate Registry.pm /usr/lib/perl5/vendor_perl/5.8.7/i386-linux/ModPerl/Registry.pm

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Customer Create Account in WIN32
by Mark Crum 25 Oct '05

25 Oct '05

We are having trouble getting the customer create account function to work correctly. During testing we enter credentials and hit "create" and the page just refreshes without notification of creation, if you check the test email account nothing is received. I know the smtp function is working on the server because the lost password works for those who have accounts currently. Any thoughts on where to look? thanks, mark

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LDAP Authentication for WIN32
by Mark Crum 25 Oct '05

25 Oct '05

I am having trouble getting the LDAP process to work in the win32 version I have set the variables correctly I believe in the config.pm, however I am missing the net:ldap module. Can anyone please explain to me how I can download and install this on a windows box? I've tried going to cpan downloading it and using the package manager but the file was not recognized as being valid. Any thoughts? Thanks, mark Mark Crum Network Administrator St. Mary-of-the-Woods College St. Mary-of-the-Woods, IN (812) 535-5115

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How do I add new icons/link in the nav bar?
by Steven 25 Oct '05

25 Oct '05

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

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ForceUnlockAfterMove problem
by Sébastien Prud'homme 25 Oct '05

25 Oct '05

Hi, We use OTRS for 2 teams. Each team has its own queue. People can move tickets from one queue to the other but can only view tickets of its team. When a move is made, i want to set ForceUnlockAfterMove config variable to 1 so that the ticket is unlocked and people of the new queue can see the ticket in the ticket overview page. The problem is that i've got a "Permission Denied" page when moving a ticket. After looking into the ticket history, all is OK and the ticket is moved and unlocked correctly. But i've got that in the system log : ue Oct 25 16:03:19 2005 notice OTRS-CGI-10 Permission denied (UserID: 8 'ro' on TicketID: 2191)! Tue Oct 25 16:03:13 2005 notice OTRS-CGI-10 Permission denied (UserID: 8 'ro' on TicketID: 2191)! Tue Oct 25 16:03:13 2005 notice OTRS-CGI-10 Sent agent 'Move' notification to '***@***'. Tue Oct 25 16:03:12 2005 notice OTRS-CGI-10 Sent agent 'Move' notification to '***@***'. UserID 8 is myself... Does i need a "ro" right on the new queue or is this a bug ? Regards

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RE: [otrs] variables in html dtl
by Seigafuse, Mike 25 Oct '05

25 Oct '05

Might be a stupid question, but ... did you try quoting the href string? <a href="http://tg07/SMSReporting%5FTE1/Report.asp?ReportID=12&variable=OTRS_CUSTOME…" target="_blank"> Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Sent: Tuesday, October 25, 2005 9:09 AM To: otrs(a)otrs.org Subject: [otrs] variables in html dtl I am trying to add a link to an external webpage using a OTRS variable. I need help on the syntax. I have added other html to AgentCustomerTableView.dtl, but it was static: <a href=http://tg10/phonelist.asp target="_blank"> You can use the TESCO Phone list to look up pictures </a> It works fine. (just plain HTML) Now I am trying to add a link that uses an OTRS variable OTRS_CUSTOMER_DATA_UserLogin that has been pulled from LDAP. <a href=http://tg07/SMSReporting%5FTE1/Report.asp?ReportID=12&variable=OTRS_CUSTOMER_DATA_UserLogin target="_blank"> Last logged in from </a> I have tried various options that I have seen in other dtl files, but I think my issue is that I am trying to put it into the URL string. Please advise. This ability will open up many options for us. -- -- 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.

2 1

variables in html dtl
by Steven 25 Oct '05

25 Oct '05

I am trying to add a link to an external webpage using a OTRS variable. I need help on the syntax. I have added other html to AgentCustomerTableView.dtl, but it was static: <a href=http://tg10/phonelist.asp target="_blank"> You can use the TESCO Phone list to look up pictures </a> It works fine. (just plain HTML) Now I am trying to add a link that uses an OTRS variable OTRS_CUSTOMER_DATA_UserLogin that has been pulled from LDAP. <a href=http://tg07/SMSReporting%5FTE1/Report.asp?ReportID=12&variable=OTRS_CUSTOMER_DATA_UserLogin target="_blank"> Last logged in from </a> I have tried various options that I have seen in other dtl files, but I think my issue is that I am trying to put it into the URL string. Please advise. This ability will open up many options for us. -- -- Steven May you have the peace and freedom that come from abandoning all hope of having a better past. --- - --- - - - - - - - -- - - - --- - ------ - - --- - - -- - - - -- - - -

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CustomerUser backend odbc set database type
by Mark Pearson 24 Oct '05

24 Oct '05

Hi all, I wonder if anyone can help. I`m trying to connect into a remote MS sql 2000 database as the customeruser backend. I have ODBC running on my SuSE 9.3 system and a DSN which works. When I edit the Kernel/config.pm to include the code from defaults.pm <http://defaults.pm> for cutomeruser backend and setup the ODBC to use my dsn i get an error at db.pm <http://db.pm> line 56 and the folowing appears in the apache error log: Message:unknown database type! set option Database::Type in Kernel/Config.pm to (mysql|postgressql|maxdb|oracle|db2|mssql). Any help making this work would be much appreciated. Mark

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RE: [otrs] [Need Help] Customize Ticket
by Davis, Gary H 24 Oct '05

24 Oct '05

Were is the README.dtl file? I noticed that all reference to dtl has been removed from the admin guide. Gary Davis GM PSIC Lab Manager -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent GALAIS Sent: Monday, October 17, 2005 12:54 PM To: User questions and discussions about OTRS.org; User questions and discussions about OTRS.org Subject: Re: [otrs] [Need Help] Customize Ticket Thanks for the quick answer, I will take a look at that. Laurent At 03:32 AM 10/17/2005, Eric Brayet wrote: >Bonjour, > >Take a look at dtl files, and specially README.dtl > >Eric B. > > >Le Mon, 17 Oct 2005 03:53:56 +0200, Laurent GALAIS <lg(a)4js.com> a écrit: > >>Bonjour Ravi, >> >>I was wondering if you did receive a response to that question you had >>or if you figured a way around ... as I'm interested in doing the same thing. >>I'm looking in having my agents entering specific additional info for >>each specific case they enter in order for me to generate >>customized/targeted chart reports. >> >>Thank you ! >> >>Laurent >> >>At 02:21 AM 9/28/2005, APPANAH Ravi wrote: >>>Hi everybody !!! >>> >>> I'm a new user of OTRS. I plan to use it for our company... >>> >>> I need to add a new field when creating a new ticket. >>> >>> It's very easy to modify the database structure but I don't >>>know how to modify Ticket screens. >>> >>> Thanks in advance for your help. >>> >>> 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 >>>--------------------------------------------------------------------- >>>------------------ >>> >>>_______________________________________________ >>>OTRS mailing list: otrs - 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/ >> >>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/ > > > >-- >Eric Brayet >Kynogon >12 rue de la chaussée d'antin >75009 Paris >Tel: (+33)1.56.03.59.85 >Fax: (+33)1.47.70.89.47 >_______________________________________________ >OTRS mailing list: otrs - 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/ 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: Queues does not receive email messages - Solved
by Stelios Maistros 23 Oct '05

23 Oct '05

Yassou Christian :-) (very perceptive of you ..) Right !! I used option #3, using dovecot imap/pop server which is included in Fedora 4 and then I setup pop. I had to create a directory called mail in /opt/otrs because initially dovecot complained that it could not find its MAIL environment, I am assuming in order to do its indexing, etc. Then it worked as advertised. However, can you explain option #2 ( the one executing Postmaster.pl for a local address ?) if you have a few minutes ? I tried to run Postmaster manually: ./Postmaster.pl -q queuename But it simply hanged waiting for input. How would it work for what you are suggesting ? Thanks for your help ! Stelios ///////////////////// >My first thought is some type of permission problem but the .forward >confuses me. There is no .forward anywhere in the system. If I understand right, you want to bring the new mails directly with your sendmail configuration into the ticket system. But OTRS isn't able to recive mails directly, you have to use procmail or maildrop for the local delivery and these MDA's have to execute the PostMaster.pl module for the transport of the new messages into OTRS. You have two possibililies now: 1) Install a proper .procmailrc file into /opt/otrs if the local MDA is procmail. There is a .procmailrc.dist already in /opt/otrs. 2) Configure a local mail address or alias that executes PostMaster.pl if a mail is received for this address. Or, and that is the easiest thing to configure, fetch all incomming messages from a pop3 server. pop3 accounts can e configured in the admin interface of OTRS or you can use fetchmail. See also http://doc.otrs.org/2.0/en/html/c1216.html for further information. >Stelios Best regards, Christian

2 1

Queues does not receive email messages
by Stelios Maistros 22 Oct '05

22 Oct '05

Hello, My test installation is otrs 2.0.3, on a fully patched Fedora 4, sendmail 8.13.4, apache 2, mysql 4.1.14 It installed w/o any problems, it passed the Postmaster.pl script test, I created a test user, and generally I followed the installation instructions regarding permissions, cronjobs, etc. Otrs can send messages but incoming messages do not load into any of the queues. Instead the messages remain in /var/spool/mail/otrs The sendmail log shows these entries when it processes email received for otrs(a)myhostname.mydomain Oct 21 15:21:55 frodo sendmail[27499]: j9LCLtGA027498: forward /opt/otrs//.forward.frodo: Group writable directory Oct 21 15:21:55 frodo sendmail[27499]: j9LCLtGA027498: forward /opt/otrs//.forward: Group writable directory My first thought is some type of permission problem but the .forward confuses me. There is no .forward anywhere in the system. Thanks in advance for your help. Stelios

2 1

Win32 OTRS 2.0.2 Backup with ArticleStorageFS
by Mike Quan 21 Oct '05

21 Oct '05

Hello, I've installed OTRS 2.0.2 Win32 on Windows XP and have changed the storage mechanism to use ArticaleStorageFS instead of ArticleStorageDB. How can I do regular backups of the system and all important configuration and content in Win32? What directories are the Articles stored in the file system? All of the backup/restore documentation seem to be cateered to non-Windows platforms. Thanks, Mike __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com

2 2

Re-register of content_disposition
by John D. Morris 20 Oct '05

20 Oct '05

Hello, I am getting an error when I try to connect to OTRS now. My web browser reports an internal server error, and the apache error log indicates the following: Re-register of content_disposition at D:/OTRS/Perl/site/lib/Apache2/Reload.pm line 158\nCompilation failed in require at D:/OTRS/Perl/site/lib/Apache2/Reload.pm line 158.\n Any ideas what could be causing this? -John

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PostmasterPOP3.pl hanging
by Danie Theron 20 Oct '05

20 Oct '05

Hi , hopefully someone will answer my dilemma... I ran the PosmasterPOP3.pl script manually to retrieve some mails , but now I'm getting errors when the cron job runs that it is already running! Wed Oct 19 16:10:23 2005 notice OTRS-PM3-10 Can't create PID PostMasterPOP3, because it's already running (192.168.135.111/17907)! How do I manually stop the script/process? I tried restarting otrs /etc/init.d otrs restart , but that didn't solve the problem. Please help! -- Regards , Danie Theron -------------------------------------------------------------------

2 5

DB
by Luca Tebaldi 19 Oct '05

19 Oct '05

Hi, how I can empty the db of the ticket after the tests? bye Luca --

2 2

Converting OTRS mysql myISAM to innodb?
by Mathew Davies 19 Oct '05

19 Oct '05

We have been using otrs with mysql for about 6 months and some of the tables like article_attachment & article_plain are around 500MB this means at some point we are going to hit the 2GB file limit in myISAM that our mysql database is using. I believe the best fix for this will be to convert to a mysql innodb database are there and issues with doing this and any guides available? Or is there another solution to this problem? thanks Mathew Davies Interactive Prospect Targeting Ltd ---------------------------------------------------------------------- This message has been scanned for viruses and dangerous content by IPT MailScanner, and is believed to be clean. Interactive Prospect Targeting http://www.ipt-ltd.co.uk/ ---------------------------------------------------------------------- ________________________________________________________________________ This e-mail has been scanned for all viruses by Star. The service is powered by MessageLabs. For more information on a proactive anti-virus service working around the clock, around the globe, visit: http://www.star.net.uk ________________________________________________________________________

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Signature above message when replying
by Michael Bush 19 Oct '05

19 Oct '05

After upgrading from otrs 1.3.2 to 2.0.3, our signatures are no longer above the ticket messages when replying. The code below worked find in our Config.pm file for otrs 1.3.2: # ms_style $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} $Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} '; Please advise on how to fix. Thanks, Michael Bush

2 2

Re: [otrs] wide character
by thezor＠tlen.pl 18 Oct '05

18 Oct '05

> hey > > Im pretty new to OTRS and already i have a problem. > When Im sending emails with polish characters i got: > Software error: > > Wide character in subroutine entry at (eval 83) line 1. > > I noticed that its happening when im putting chars like: "ł". I've got ver. 1.3.2 with configs: > > $Self->{DefaultLanguage} = 'pl'; > $Self->{DefaultCharset} = 'UTF-8'; > > mysql with general encoding in utf > and locale in pl_PL.UTF8 > > what could be wrong? > me again also i noticed this error: Wide character in subroutine entry at ../..//Kernel/System/AuthSession/IPC.pm line 252. when im trying to logon (person who owns this login has 'ń' in his surname). any ideas? regards wojtek

1 1

More questions.
by Charles G Lambrecht/HOSPOPS/VET/UTIA 18 Oct '05

18 Oct '05

Thanks for the info on pop accounts. I decided I didn't want to enable pop. I ended up creating new users in the same group as otrs. I copied over the .procmailrc from the otrs user. I modified one line that called the postmaster.pl module to be a hard coded path instead of the $syshome. It works so I'm happy. I have a problem/question about agent access to queues. I created an agent for a queue. If I give them minimal access, they can't see the ticket. For instance, I only gave them ro and create ticket for a queue. If I log in as the agent, I can see I have one ticket, but when I click on the number, I get a blank page. Generally, I have to give rw to the agent before they can get anything done. Is this typical? I have 2 agents for one particular queue and I dont' want them giving away their tickets... Also, I turned on LDAP auth for my customer frontend. I can auth (the sys log says so), but if I haven't created a customer entry, I get the message "Panic! No User Data!!" on the login screen. Do I really have to create a customer entry first before they can log in??? Once I created a stub account, I could log in. Also, the ability for the customer to create their own account disappeared off the login screen when switching to LDAP. Is this not possible when using ldap? Thanks! , Charles ---------------------------------------------------------------------- Charles Lambrecht Manager - Computer Operations cgl(a)utk.edu (865) 974-5742 University of TN College of Veterinary Medicine "Knowledge, Compassion, Discovery" ----------------------------------------------------------------------

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Customer Backend
by Martin Hochreiter 18 Oct '05

18 Oct '05

Hi! I don't get the Customer Backend running. I connected the backend to our ldap (like the agent interface) and everytime I log in i get "No auth record in 'customer_user'" - if I try to enter the user data in the custome_user I receive "User already exists" ... what is quit clear because the user is already in the LDAP. How do I get that thing running? lg

1 0

custom graph
by Emonet Jean-Bruno 18 Oct '05

18 Oct '05

Hi, Since OTRS 1.3, we can modify the output (size, lines, bars, ..)for each stats in Kernel/Config.pm. But does somebody know how to? Thanks, JB

1 0

Adding Users/Email addresses to OTRS
by Charles G Lambrecht/HOSPOPS/VET/UTIA 18 Oct '05

18 Oct '05

2 1

[Need Help] Customize Ticket
by APPANAH Ravi 17 Oct '05

17 Oct '05

Hi everybody !!! I'm a new user of OTRS. I plan to use it for our company... I need to add a new field when creating a new ticket. It's very easy to modify the database structure but I don't know how to modify Ticket screens. Thanks in advance for your help. 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 ---------------------------------------------------------------------------------------

3 3

Newbie needs help
by Ton Verhagen 17 Oct '05

17 Oct '05

Dear List, I am a new user (to be) of the OTRS system. Unfortunately I have no luck getting the application to function properly and I really would be very grateful if anyone of you would be so kind to offer me a helping hand. Everything works okay as far as I can tell except index.pl I mean installer.pl, faq.pl, public.pl do display nicely in the browser. When I pipe a message to Postmaster.pl, the message ends up in the article table etc. When I set debug mode, otrs logs lines in /tmp/otrs.log. So no problems here... The only thing that is not working for me are the index.pl and customer.pl. pages. Both pages crash the Apache daemon (error 500). Please see my previous postings regarding this issue for more information. Many thanks in advance... Best regards, Ton

1 0

wide character
by thezor＠tlen.pl 17 Oct '05

17 Oct '05

hey Im pretty new to OTRS and already i have a problem. When Im sending emails with polish characters i got: Software error: Wide character in subroutine entry at (eval 83) line 1. I noticed that its happening when im putting chars like: "ł". I've got ver. 1.3.2 with configs: $Self->{DefaultLanguage} = 'pl'; $Self->{DefaultCharset} = 'UTF-8'; mysql with general encoding in utf and locale in pl_PL.UTF8 what could be wrong?

1 0

Generic agent not doing anything
by Camilla Krag Jensen 17 Oct '05

17 Oct '05

Hi! I still have the problem with all my incoming mail tickets being owned by the user with id = 1. So, I tried to make a generic agent job that changes the owner. Now, my problem is that nothing happens?? The agent says " 3 Tickets affected! You really want to use this job?", so I would expect that at least 3 tickets should be affected. But none are.. Please help me out here: What can be the reason for the generic agent not doing anything? I run it by clicking run now, so it is not a time setting. Regards, Camilla -- Camilla Krag Jensen www.exerp.com

1 0

No QueueID
by Danie Theron 17 Oct '05

17 Oct '05

Hi all , Get a lot of the following error from my Cron Deamon : ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Thu Oct 6 03:05:05 2005 Message: Found no $QueueID for CrazyVegas! Traceback (19781): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 450 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.16) Line: 111 Module: Kernel::System::PostMaster::Run (v1.52) Line: 233 Module: main::FetchMail (v1.16) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 Not sure what this is , can anyone shed some light on this? -- Regards , Danie Theron ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

1 0

Bug in installation of latest otrs 2.0.3 - help needed?
by Ton Verhagen 17 Oct '05

17 Oct '05

Dear All, I am trying to install the OTRS 2.0.3 tarball on a RedHat system but am experiencing some problems. I have installed everything according to the instructions in the INSTALL* files. Running the Web-Installer in instruction #8 went like a breeze. Database and all tables populated beautifully. So far so good. However, instruction #10 (http://mydomain/otrs/index.pl) is causing me a headache because it throws the well known 'Internal Server Error' in Apache. However, when I run index.pl on the command line it spits out the page correctly. And when I put the output of index.pl in a file, put a print statement around it, and point my browser to this new file, the login page shows up in my browser. The generated page code and headers look okay to me , so why is Apache throwing the 500 error ? LOG MESSAGES: Setting $Debug=2 in index.pl, the log file /tmp/otrs.log shows lines like: [Sat Oct 15 10:54:42 2005][Debug][Kernel::System::Web::InterfaceAgent::new][89] Global handle started... [Sat Oct 15 10:54:42 2005][Debug][Kernel::System::Main::Require][52] Module: Kernel::System::Queue loaded! Apache log shows the well known 'Premature end...' lines: [Sat Oct 15 10:54:43 2005] [error] [client 84.85.64.41] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl Again, the otrs/faq.pl and otrs/public.pl pages show up in the browser correctly, as does the otrs/installer.pl page. But index.pl causes a crash of the httpd server. Is this a bug in the latest OTRS 2.0.3 or what else could be wrong with the installation? Many thanks in advance for your kind attention. Best regards, Ton Verhagen

1 0

otrs 2.0.3: Installation trouble
by Ton Verhagen 15 Oct '05

15 Oct '05

Dear All, I am trying to install the OTRS 2.0.3 tarball on a RedHat system but am experiencing some problems. I have installed everything according to the instructions in the INSTALL* files. Running the Web-Installer in instruction #8 went like a breeze. Database and all tables populated beautifully. So far so good. However, instruction #10 (http://mydomain/otrs/index.pl) is causing me a headache because it throws the well known 'Internal Server Error' in Apache. When I run index.pl on the command line it spits out the page correctly. And when I put the output of index.pl in a file, put a print statement around it, and point my browser to this new file, the login page shows up in my browser. Setting $Debug=2 in index.pl, the log file /tmp/otrs.log shows lines like: [Sat Oct 15 10:54:42 2005][Debug][Kernel::System::Web::InterfaceAgent::new][89] Global handle started... [Sat Oct 15 10:54:42 2005][Debug][Kernel::System::Main::Require][52] Module: Kernel::System::Queue loaded! Apache log shows the well known 'Premature end...' lines: [Sat Oct 15 10:54:43 2005] [error] [client 84.85.64.41] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl BTW The otrs/faq.pl and otrs/public.pl pages show up in the browser as does the otrs/installer.pl page. What could be wrong? I highly appreciate any pointers..... Thanks a lot guys/gals ! Best regards, Ton -- Alamerce Nederland --- Cornerstone of eBusiness Phone +31-40-2374381 info(a)alamerce.nl http://www.alamerce.nl eCommerce Solutions -- Consulting -- Website & Interchange Hosting

1 0

Incoming autoresponses
by Mark Wallace 14 Oct '05

14 Oct '05

Is there a way within OTRS to drop incoming auto responces from people who are on vacation or out of the office. I don't think creating a filter will work because I have no patterns to search on. Is there a way to set a timer in OTRS that if an email goes out to a customer and that customer responds within, say 10 seconds (this would indicate an autoresponse), that the email is dropped or put into a junk queue? Thanks, Mark

3 2

FAQ: Using PostMaster.pl with fetchmail
by Mauricio Tavares 14 Oct '05

14 Oct '05

Instead of using pop3, I would like to use imap-ssl to retrieve trouble ticket emails to be handled by otrs. According to the documentation, the best way to do that is to use fetchmail and then parse it to PostMaster.pl? How to do that? I tried to do something like (test .fetchmailrc in /tmp) > fetchmail -a -f /tmp/.fetchmailrc | /path/to/PostMaster.pl but what I got was the /var/spool/mail/otrs mailbox (which is where fetchmail is told to save the emails it gets. BTW, the fetchmail side of the business seems to work fine) was read in as if it was one single long email (as opposite to each email be read as a separate email). What am I doing wrong?

1 0

Ticket ownership
by Camilla Krag Jensen 14 Oct '05

14 Oct '05

Hi all! I have a bit of annoying problem with ownership of tickets. When sending emails to the system, it creates a new ticket. So far so good. But, no matter what I do it assigns root@localhost as the owner! How can I configure which person is the owner on incoming mail-tickets? Thanks, :-) Camilla -- Camilla Krag Jensen www.exerp.com

1 0

spellcheck on sles9
by Mike Conigliaro 14 Oct '05

14 Oct '05

has anyone managed to get spell checking to work in otrs 2.0.2 on sles9? i installed the words package via yast, then i installed the ispell-3.2.06-463.i586.rpm and ispell-american-3.2.06-463.i586.rpm packages for suse pro 9.3. ispell works on the command line, but i cant get the spell check function to work through otrs. my spell checker seems to be enabled, judging from the contents of Defaults.pm: $Self->{SpellChecker} = 1; $Self->{SpellCheckerBin} = '/usr/bin/ispell'; $Self->{SpellCheckerDictDefault} = 'english'; i've tried restarting apache too, but that didnt help. any advice would be greatly appreciated. thanks in advance. -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

1 1

Attachment problem
by Alexandre Ghisoli 14 Oct '05

14 Oct '05

Hello there, I'm using OTRS 2.0.2 on apache / linux. Since the upgrade, I've moved and converted my Postgres DB to Unicode (UTF8) storage. Now, I've errors when I add attachements to an ticket by the web interface, the mail is sent, but attachment is invalid when I try to read it in the Client (tried on Outlook, Evolution). I've extract the datas from my DB, decode64 it and this is valid document. So I suspect something about email sending. After a quick look into the code, if I comment the attachements encoding, it's working : (Email.pm, line 270) $Self->{EncodeObject}->EncodeOutput(\$Upload{Content}); Any idea to fix it ? -- Alexandre

1 0

installer.pl hangs on 2nd screen
by roughneck＠bnw4u.de 13 Oct '05

13 Oct '05

Hello, I´m really sorry but here is another newbie-install-problem. I´ve installed the otrs tar file on debian 3.1 under /opt/otrs . I´ve also done the user & permissions stuff, apache2 setup is fine with all the modules. The installer.pl "hangs" on the second screen (where to input db_informatinos) without any errormessages, also no systemlogserrors. No reports like "creating DB..." but when I look in mysql, the user is added, the DB too but with nothing inside. So I really don´t know how to go on and appreciate every help thx &mfg Christian Tristl

1 0

Das Besonders anfertigen fängt in der OTRS:Admin:Queue Form auf
by MFinucaneIRL＠aol.com 13 Oct '05

13 Oct '05

Hallo Ich möchte in der LageSEIN, drei zu addieren, die neue Texteingabe zur OTRS:Admin:Queue Form auffängt und dann die Daten von diesen auffängt und hinzufügt sie der Datenbank nimmt. Ich habe Änderungen an der ' Datenbank der otrs', spezifischer zum ' Warteschlange ' Tabelle vorgenommen, und ich fügte alle erforderlichen Spalten dem Ende dieser Tabelle hinzu. Ich auch änderte die ' AdminQueueForm.dtl ' Akte in /opt/otrs/Kernel/Output/Standard/ und addierte den Eingang Text auffange benötigtes I. Was tue ich zunächst? Ich arbeitete mit der Kunde LOGON-Seite vorher. Ich habe sucesfully den geändert und die erforderlichen textfields, wie in dem Anweisung Handbuch skizziert hinzugefügt. Ich kopierte Überschuß der abbildenabschnitt für den Kunde Benutzer von Defaults.pm zur Config.pm Akte. Sollte ich die gleiche Sache für OTRS:Admin:Queue Form tun? Dank für Ihre Hilfe im voraus. Matt

1 0

Customising the fields in the OTRS:Admin:Queue form
by MFinucaneIRL＠aol.com 13 Oct '05

13 Oct '05

Hi I would like to be able to add three new text input fields to the OTRS:Admin:Queue form and then take the data from these fields and add them to the database. I have made changes to the 'otrs' database, more specifically to the 'queue' table, and I added all the needed columns to the end of that table. I also changed the 'AdminQueueForm.dtl' file in /opt/otrs/Kernel/Output/Standard/ and added the input text fields I needed. What do I do next ? I did work with the customer login page before. I have sucesfully changed that and added the needed textfields, as outlined in the instruction manual. I copied over the mapping section for the Customer user from Defaults.pm to the Config.pm file. Should I do the same thing for OTRS:Admin:Queue form ? Thanks for your help in advance. Matt

1 0

Close notification
by Dmitry 13 Oct '05

13 Oct '05

Hello. Is it really impossible to send notifications to agents via email on ticket close? -- WBR, Dmitry mailto:xeon@irk.pp.ru

1 0

OTRS2.0 Namebased as Subdomain Configuration Apache2 + Plesk
by Philip 12 Oct '05

12 Oct '05

Hi, ich have a problem to configure my apache2 to run otrs 2.0 probably as a subdomain on a virtual name based host. I searched google and the user list a lot, but none solution worked for me. I use Apache2.0 prefork running together with plesk. I created the subdomain within plesk and editied the vhost.conf file for the subdomain as follows: It gets included from a central httpd.include file generated by plesk - thats is why here is no virtalhost directive. I can access otrs without problems - but none of the images or icons are shown. - the alias otrs-web does not work... <snip> UseCanonicalName Off DocumentRoot /opt/otrs/ ServerName otrs.mydomain.de:80 ServerAdmin E-mail Protected ErrorLog /var/log/httpd/otrs_error.log CustomLog /var/log/httpd/otrs_access.log combined Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" ScriptAlias / "/opt/otrs/bin/cgi-bin/" Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl PerlModule Apache::Reload PerlInitHandler Apache::Reload <Location /otrs> ErrorDocument 403 /index.pl AllowOverride None Options +ExecCGI SetHandler perl-script PerlHandler ModPerl::Registry PerlResponseHandler ModPerl::Registry PerlOptions +ParseHeaders PerlSendHeader On PerlSetupEnv On Order allow,deny Allow from all DirectoryIndex index.pl </Location> <Directory "/opt/otrs/bin/cgi-bin"> ErrorDocument 403 /index.pl AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all DirectoryIndex index.pl </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> </snip> Thank you very much for any suggestions and ideas... Philip

1 0

setting options via SysConfig vs Config.pm
by Mike Conigliaro 12 Oct '05

12 Oct '05

it seems that you can change pretty much any option through the SysConfig web interface or by editing Config.pm. which is the preferred method? is there a difference? -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

1 0

default note text for closed tickets
by Mike Conigliaro 12 Oct '05

12 Oct '05

hey guys, is there a way to automatically fill the note text when closing a ticket? we're finding that we type the same thing every time, and it would be nice to have something automatically inserted in here. thanks in advance. -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

2 2

Suse 10
by Martin Hochreiter 12 Oct '05

12 Oct '05

Has anybody installed Otrs successfully on Suse 10? lg

1 0

what file controls the layout
by Robin Mordasiewicz 12 Oct '05

12 Oct '05

I have a pretty good handle on the template files, but I cannot move information from one template file into another template file. i.e. I tried to make the top icon menu thing run vertical down the left side, but I had problems. Is there one file which I can modify that will affect the layout of the items. -- Robin Mordasiewicz rmordasiewicz(a)samuelmanutech.com

2 1

Can't open /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm!
by Emonet Jean-Bruno 12 Oct '05

12 Oct '05

Hi, when i try to dowload system configuration, i get an empty file and i've got this error in log : Can't open /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm! Anyone knows this error?? Thanks, jb

1 0

space low error
by Chaden Hite 12 Oct '05

12 Oct '05

getting this error when I try to reply to a new ticket that was created is it the drive space on the drive is full, or issues with the application writing to that space on the drive if anyone has any ideas please let me know thanks Error: Can't write: /opt/otrs/var/article/2005/10/05/60784/plain.txt: No space left on device *Comment:* Please contact the admin. *Bug Report:* *Traceback:* ERROR: OTRS-CGI-10 Perl: 5.8.1 OS: linux Time: Wed Oct 5 12:16:02 2005 Message: Can't write: /opt/otrs/var/article/2005/10/05/60784/plain.txt: No space left on device Traceback (2340): Module: Kernel::System::Ticket::ArticleWritePlain (v1.17) Line: 177 Module: Kernel::System::Ticket::ArticleSend (v1.17) Line: 1501 Module: Kernel::Modules::AgentCompose::SendEmail (v1.70) Line: 522 Module: Kernel::Modules::AgentCompose::Run (v1.70) Line: 90 Module: Apache::ROOT::otrs::index_2epl::handler (v1.73) Line: 637 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149

2 2

Permissions to add notes
by Rob Cas 12 Oct '05

12 Oct '05

Hi, The scenario I've run into is: I've created a phone ticket into a queue for which I have create/ read-only permission (not write permission). The customer has subsequently called again with additional information. I'd like to be able to add an internal note to the original ticket, but as I don't have write access to that queue I can't. Is there any way to configure permissions to allow this kind of addition? I don't need full write permission (eg. to be able to send/ reply to messages in the queue), just permission to add internal notes. Or do I have to create a whole new ticket (that the queue owners will need to merge) in that queue just to provide some extra information? Thanks in advance, Rob.

1 0

Re: [otrs] Strange queue view....
by Jeff Baughn 11 Oct '05

11 Oct '05

Someone may have locked tickets. -J > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Duarte Cordeiro > Sent: Tuesday, October 11, 2005 6:37 AM > To: User questions and discussions about OTRS.org > Subject: [otrs] Strange queue view.... > > > > > > Tickets showed: 1-2 - Page: 1 Tickets available: 2 - All Tickets: 0 > > > > And I don't see any ticket in the queue.... > > > > > > Whats happening ? > > > >

1 0

getting started on creating a theme
by Robin Mordasiewicz 11 Oct '05

11 Oct '05

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?

1 0

"Need TicketID!" from /opt/otrs/bin/PendingJobs.pl
by Mike Conigliaro 11 Oct '05

11 Oct '05

hey guys, i saw this error in my inbox this morning. im not 100% sure, but i think it has something to do with a ticket we had set to pending autoclose. anyone have any ideas what this is all about? ERROR: OTRS-PendingJobs-10 Perl: 5.8.3 OS: linux Time: Mon Oct 3 18:45:02 2005 Message: Need TicketID! Traceback (6282): Module: Kernel::System::Ticket::LockSet (v1.184) Line: 2434 Module: /opt/otrs/bin/PendingJobs.pl (v1.16) Line: 91 ERROR: OTRS-PendingJobs-10 Perl: 5.8.3 OS: linux Time: Mon Oct 3 18:45:03 2005 Message: Need TicketID! Traceback (6282): Module: Kernel::System::Ticket::LockSet (v1.184) Line: 2434 Module: /opt/otrs/bin/PendingJobs.pl (v1.16) Line: 91 -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

5 5

TRying to search from BaseDN="" for top level search
by Robin Mordasiewicz 11 Oct '05

11 Oct '05

I am tring to configure otrs to search from the top of my ldap tree so I have set $Self->{'Customer::AuthModule::LDAP::BaseDN'} = ""; But in the web interface I get <snip> Software error: Need CustomerUser->Params->BaseDN in Kernel/Config.pm at /var/www/otrs//Kernel/System/CustomerUser/LDAP.pm line 40. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. </snip> If I edit the line /var/www/otrs//Kernel/System/CustomerUser/LDAP.pm and explicitly specify the basedn as blank then everything works. What is the best way to specify a top level search for LDAP ?

1 1

Strange queue view....
by Duarte Cordeiro 11 Oct '05

11 Oct '05

1 0

Re: Why do the names of the queues blink? and "ExpandTicketZoom" Problem
by Florent PREVOST 11 Oct '05

11 Oct '05

Hi all, Is there a mean to change the date before blinking ? I don't know what is th delay by default before blinking but can it be changed ? Thx Florent > -----Message d'origine----- > De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]De la part de > otrs-request(a)otrs.org > Envoye : lundi 10 octobre 2005 22:47 > A : otrs(a)otrs.org > Objet : otrs Digest, Vol 27, Issue 12 > > > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. RE: Showing Ticket Owner and State by Default (Art Powell) > 2. trouble adding new users otrs 2.0.2 (Dougan, Linda A) > 3. Re: Why do the names of the queues blink? and > "ExpandTicketZoom" Problem (Ken Kilgore) > 4. RE: Why do the names of the queues blink? > and"ExpandTicketZoom" Problem (Seigafuse, Mike) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 10 Oct 2005 13:09:45 -0500 > From: "Art Powell" <art(a)diamonditservices.com> > Subject: RE: [otrs] Showing Ticket Owner and State by Default > To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> > Message-ID: <000c01c5cdc5$cc33ded0$642001ac(a)austin.rr.com> > Content-Type: text/plain; charset="us-ascii" > > Mike, > > Probably what you want to do is in the Admin under the > "Queue" settings for > that Queue you could set the "Unlock timeout" to a shorter > time period so > the tickets automatically unlock themselves within a certain > period of time. > > Art Powell > Diamond IT Services > 1-512-517-6472 > art(a)diamonditservices.com > > For support email support(a)diamonditservices.com > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Michael K. Smith - Adhost > Sent: Friday, October 07, 2005 10:24 AM > To: otrs(a)otrs.org > Subject: [otrs] Showing Ticket Owner and State by Default > > Hello: > > We are using OTRS as a frontline trouble ticketing system > between a tech > support department and outside customers. The present method > of hiding the > tickets from the group when an individual has ownership or a > lock is causing > us some issues because of shift changes and other things. > > Is there a way to have all tickets, including those opened > and owned by an > individual, displayed at all times? In addition, is it > possible to show the > ownership and ticket state (new,open) as well? > > Thanks, > > Mike Smith > >

2 1

RE: [otrs] Why do the names of the queues blink? and"ExpandTicketZoom" Problem
by Seigafuse, Mike 11 Oct '05

11 Oct '05

Here is a link to a related entry on the users list: http://www.mail-archive.com/otrs@otrs.org/msg06916.html The queue with the oldest entry will blink by default. Short of making code changes the easiest way to make the blinking stop is to answer the oldest ticket. Here is the code in AgentQueueView.pm that is behind the blinking (from OTRS 1.3.2) # should i highlight this queue if ($Queue{MaxAge} >= $Self->{HighlightAge2}) { $QueueStrg .= "<font color='$Self->{HighlightColor2}'>"; } elsif ($Queue{MaxAge} >= $Self->{HighlightAge1}) { $QueueStrg .= "<font color='$Self->{HighlightColor1}'>"; } # the oldest queue if ($Queue{QueueID} == $QueueIDOfMaxAge) { $QueueStrg .= "<blink>"; } Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ken Kilgore Sent: Monday, October 10, 2005 4:18 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Why do the names of the queues blink? and"ExpandTicketZoom" Problem Did you get any answers on this? I have one queue that does this as well and would love to stop it from flashing/blinking. Ken Kilgore ---------------------------------------------- When life hands you lemons just grab the salt and pass the Tequila. KartheeK wrote: >Hell0 All, > >I have implimented OTRS-2.0.2 on my machine.I have >some doubts to be clarified. >1] Why do the names of some queues in the "Queue View" >screen blink all the time. >2] In the File Ticket.pm, I have enabled "Expand Zoom >Ticket". This expands all the notes added by agents in >the ticket Zoom View. However the right hand side of >the screen that has customer info,Compose >Answer,Change queue repeate itself again and agin in >the screen. How do I stop it?? > >Any input regarding the matter is a welcome. > >Regards >KartheeK > > > >__________________________________________________________ >Yahoo! India Matrimony: Find your partner now. Go to http://yahoo.shaadi.com >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support oder Consulting für Ihr OTRS System? >=> http://www.otrs.de/ > > > > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ 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.

2 1

Language Support
by Danie Theron 11 Oct '05

11 Oct '05

Hi , How can one incorporate different languages into OTRS , for example , a customer sends a mail in french , the agent then translates from French>English , responds to the ticket and then translates back English>French.I read somewhere in the list about using 3rd party language tools , but think that was more geared towards the Spellchecker. Any hints/tips/links will be greatly appreciated. -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : danie(a)verpakt.com tel : +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

1 0

state
by Emonet Jean-Bruno 11 Oct '05

11 Oct '05

Hi, I don't understand the state : - pending reminder - pending auto close - - pending auto close + I don't how to use these state. Any ideas? Thanks jb

2 1

Huge performance problems after upgrading to v2
by Duarte Cordeiro 11 Oct '05

11 Oct '05

1 0

Why do the names of the queues blink? and "ExpandTicketZoom" Problem
by KartheeK 10 Oct '05

10 Oct '05

Hell0 All, I have implimented OTRS-2.0.2 on my machine.I have some doubts to be clarified. 1] Why do the names of some queues in the "Queue View" screen blink all the time. 2] In the File Ticket.pm, I have enabled "Expand Zoom Ticket". This expands all the notes added by agents in the ticket Zoom View. However the right hand side of the screen that has customer info,Compose Answer,Change queue repeate itself again and agin in the screen. How do I stop it?? Any input regarding the matter is a welcome. Regards KartheeK __________________________________________________________ Yahoo! India Matrimony: Find your partner now. Go to http://yahoo.shaadi.com

2 1

trouble adding new users otrs 2.0.2
by Dougan, Linda A 10 Oct '05

10 Oct '05

After upgrading to version 2.0.2, I have a problem with adding users. Whenever I add a new user, it overwrites a user who already exists. The first time that it did it, it overwrote userid 1 which is the root login after that it increased in sequence to 2, 3, 4. What I would like to know is where can I set this so that it starts with the next available userid? Linda -----Original Message----- From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Sent: Saturday, October 08, 2005 6:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 27, Issue 9 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: POP3 over SSL (Christopher Kuhn) 2. Error Message in error.log (stefano Ruberti) 3. Showing Ticket Owner and State by Default (Michael K. Smith - Adhost) 4. Re: queue view sorting (Jeff Baughn) 5. Populate form fields with CGI variables? (AgentTicketPhone) (Marty Tennison) ---------------------------------------------------------------------- Message: 1 Date: Fri, 07 Oct 2005 14:35:29 +0200 From: Christopher Kuhn <christopher.kuhn(a)otrs.com> Subject: Re: [otrs] POP3 over SSL To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <43466B91.1070605(a)otrs.com> Content-Type: text/plain; charset=ISO-8859-1 Leonardo Pereira Guimarães wrote: > Hi, > > > How can I configure my OTRS to use POP3 over SSL? > > Thanks > > Leonardo Pereira Guimarães > Analista de Suporte e Operação > Administrador de Sistemas - SCSA > 55 21 4501 1846 > www.certisign.com.br <http://www.certisign.com.br/> > > Você ainda não possui > uma identidade digital? > Obtenha aqui! <http://www.certisign.com.br/produtos/email/index.html> > > > > ------------------------------------------------------------------------ > > _______________________________________________ > OTRS mailing list: otrs - 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/ Hi Leonardo, if you want to use POP3s or IMAPS you will have to use fetchmail and procmail instead of PostMasterPOP3.pm. Link to the Admin Manual refering to fetchmail: http://doc.otrs.org/2.0/en/html/x1239.html#email-receiving-fetchmail IF you check the fetchmail Manpage you will find a Section about POP3s/IMAPs Have a nice weekend 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! ------------------------------ Message: 2 Date: Fri, 7 Oct 2005 14:39:01 +0200 From: stefano Ruberti <stefano.ruberti(a)iit.cnr.it> Subject: [otrs] Error Message in error.log To: otrs(a)otrs.org Message-ID: <8594C512-9762-4092-94CA-378E62517781(a)iit.cnr.it> Content-Type: text/plain; charset=US-ASCII; delsp=yes; format=flowed Hi! Hi! I have above mentioned error logs in my apache2 error.log with otrs 1.3.2 Can I do something against that? :Apache IO flush: (103) Software caused connection abort at -e line 0ERROR: OTRS-CGI-20 Perl: 5.8.5 OS: linux Time: Fri Oct 7 14:24:46 2005 with kind regards, Stefano Ruberti -- ---------- -------- Stefano Ruberti E-Mail: stefano.ruberti(a)iit.cnr.it IIT-CNR Phone: +39 050 3152076 via G. Moruzzi, 1 Fax: +39 050 3152593 I-56124 PISA - Italy ---------- -------- ------------------------------ Message: 3 Date: Fri, 7 Oct 2005 08:24:02 -0700 From: "Michael K. Smith - Adhost" <mksmith(a)adhost.com> Subject: [otrs] Showing Ticket Owner and State by Default To: <otrs(a)otrs.org> Message-ID: <023c01c5cb53$266fea80$0301010a(a)adhostlan.net> Content-Type: text/plain; charset="us-ascii" Hello: We are using OTRS as a frontline trouble ticketing system between a tech support department and outside customers. The present method of hiding the tickets from the group when an individual has ownership or a lock is causing us some issues because of shift changes and other things. Is there a way to have all tickets, including those opened and owned by an individual, displayed at all times? In addition, is it possible to show the ownership and ticket state (new,open) as well? Thanks, Mike Smith

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RE: [otrs] Getting Email working in Windows
by John D. Morris 10 Oct '05

10 Oct '05

More followup: If I create a phone ticket in someone else's queue, they get an email. If I someone else creates a phone ticket in my queue, I get an email. If someone else creates a phone ticket in their own queue, they get an email. If I create a phone ticket in my queue, I do not get an email. OTRS is running on my local machine. -----Original Message----- From: John D. Morris Sent: Monday, October 10, 2005 11:16 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Getting Email working in Windows Well, I've made some progress. In the line: $Self->{'SendmailModule::AuthUser'} = 'otrs(a)mydomain.com'; I had to change it to: $Self->{'SendmailModule::AuthUser'} = 'MYDOMAIN\otrs'; To get the windows authentication to work So now when an email ticket is entered, we get the notification emails. However, if I enter a phone ticket (and assign to my subqueue with me as the owner), I still don't get the email. -----Original Message----- From: Danie Theron [mailto:danie@verpakt.com] Sent: Monday, October 10, 2005 11:08 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Getting Email working in Windows John D. Morris wrote: > Yes, in the User object I have "New Ticket Notification" set to "Yes". And I have the windows firewall completely shut off on the OTRS system > OK , only other thing I can think of is to try and telnet to your smtp server on port 25 and see if it opens a connection.Also , I'm not sure if you need to first create a default email account on OTRS for receiving any mail.Unfortunately this is how far my knowledge goes (bit of an OTRS newbie myself :) > -----Original Message----- > From: Danie Theron [mailto:danie@verpakt.com] > Sent: Monday, October 10, 2005 10:51 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Getting Email working in Windows > > > > > John D. Morris wrote: > >> I've done this in \otrs\otrs\kernel: >> >> $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; >> $Self->{'SendmailModule::Host'} = '192.168.0.5'; >> $Self->{'SendmailModule::AuthUser'} = 'otrs(a)mydomain.com'; >> $Self->{'SendmailModule::AuthPassword'} = 'TheDomainPasswordforOTRS'; >> >> Then in the user object in OTRS, I have my email address in my user, and have the IT queue, and my subqueue highlighted in "my queues". Still no luck though. >> >> > Sorry to ask again , but did you enable the "New ticket notification" in > the user object? I'm not sure if a restart of OTRS is needed , also > maybe someone with a Windows setup can help more (I'm running on > Debian).Also , maybe make sure you're not running Windows Firewall or > some firewall software on the OTRS system (well you can but make sure to > enable SMTP traffic , I think :P) > > > >> -----Original Message----- >> From: Danie Theron [mailto:danie@verpakt.com] >> Sent: Monday, October 10, 2005 9:53 AM >> To: User questions and discussions about OTRS.org >> Subject: Re: [otrs] Getting Email working in Windows >> >> >> >> >> John D. Morris wrote: >> >> >>> Hi all. >>> >>> I'm fairly new to OTRS, and am having a bit of a time getting emails >>> to work. I have one queue (IT) with 4 subqueues (one for each tech). I >>> would like to have an automated email dispatched to each tech whenever >>> a ticket is entered into their subqueue. I do not want the customers >>> to be receiving emails, however, as we use OTRS strictly for internal >>> tracking. >>> >>> >>> >> Well , first of all you probably need to setup the SMTP relay , edit >> your Config.pm and add the following : >> >> $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; >> $Self->{'SendmailModule::Host'} = 'ip.of.your.smtp.gateway'; >> $Self->{'SendmailModule::AuthUser'} = 'user(a)yourdomain.com'; >> $Self->{'SendmailModule::AuthPassword'} = ''; >> >> You can then through the Admin interface setup each tech user and make >> sure 'Yes' is selected for 'New Ticket Notification'.The Tech can then >> in the "Preferences" setup his/her 'My Queues' to be notified on. >> >> >>> OTRS is installed on a workstation that is a domain member. Our email >>> server is MS Exchange 2000. Can anyone give me a hand? >>> >>> >>> >> I assume this is your SMTP server as well , in that case see above , >> otherwise just use whatever SMTP gateway you use as 'Host'.Also just a >> note , if your Exchange server handles both POP3/IMAP , OTRS default >> setup is POP3 so all mails will be pulled from the server.What I did >> (and hopefully I won't get scorned for this :p) is to setup a 2nd >> account for OTRS (let's say main account is tech1(a)yourdomain.com , then >> create a 2nd for POP3 otrstech1(a)yourdomain.com and just fwd anything >> from tech1 to otrstech1).I know this sounds like a lot of work , but my >> paranoia creeped in and I decided to do it that way. >> >> HTH >> >> Daniel >> >> >>> Thanks in Advance, >>> >>> John M. >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> Support oder Consulting für Ihr OTRS System? >>> => http://www.otrs.de/ >>> >>> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support oder Consulting für Ihr OTRS System? >> => http://www.otrs.de/ >> >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support oder Consulting für Ihr OTRS System? >> =http://www.otrs.de/ >> >> > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > =http://www.otrs.de/ > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

1 0

RE: [otrs] Getting Email working in Windows
by John D. Morris 10 Oct '05

10 Oct '05

Well, I've made some progress. In the line: $Self->{'SendmailModule::AuthUser'} = 'otrs(a)mydomain.com'; I had to change it to: $Self->{'SendmailModule::AuthUser'} = 'MYDOMAIN\otrs'; To get the windows authentication to work So now when an email ticket is entered, we get the notification emails. However, if I enter a phone ticket (and assign to my subqueue with me as the owner), I still don't get the email. -----Original Message----- From: Danie Theron [mailto:danie@verpakt.com] Sent: Monday, October 10, 2005 11:08 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Getting Email working in Windows John D. Morris wrote: > Yes, in the User object I have "New Ticket Notification" set to "Yes". And I have the windows firewall completely shut off on the OTRS system > OK , only other thing I can think of is to try and telnet to your smtp server on port 25 and see if it opens a connection.Also , I'm not sure if you need to first create a default email account on OTRS for receiving any mail.Unfortunately this is how far my knowledge goes (bit of an OTRS newbie myself :) > -----Original Message----- > From: Danie Theron [mailto:danie@verpakt.com] > Sent: Monday, October 10, 2005 10:51 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Getting Email working in Windows > > > > > John D. Morris wrote: > >> I've done this in \otrs\otrs\kernel: >> >> $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; >> $Self->{'SendmailModule::Host'} = '192.168.0.5'; >> $Self->{'SendmailModule::AuthUser'} = 'otrs(a)mydomain.com'; >> $Self->{'SendmailModule::AuthPassword'} = 'TheDomainPasswordforOTRS'; >> >> Then in the user object in OTRS, I have my email address in my user, and have the IT queue, and my subqueue highlighted in "my queues". Still no luck though. >> >> > Sorry to ask again , but did you enable the "New ticket notification" in > the user object? I'm not sure if a restart of OTRS is needed , also > maybe someone with a Windows setup can help more (I'm running on > Debian).Also , maybe make sure you're not running Windows Firewall or > some firewall software on the OTRS system (well you can but make sure to > enable SMTP traffic , I think :P) > > > >> -----Original Message----- >> From: Danie Theron [mailto:danie@verpakt.com] >> Sent: Monday, October 10, 2005 9:53 AM >> To: User questions and discussions about OTRS.org >> Subject: Re: [otrs] Getting Email working in Windows >> >> >> >> >> John D. Morris wrote: >> >> >>> Hi all. >>> >>> I'm fairly new to OTRS, and am having a bit of a time getting emails >>> to work. I have one queue (IT) with 4 subqueues (one for each tech). I >>> would like to have an automated email dispatched to each tech whenever >>> a ticket is entered into their subqueue. I do not want the customers >>> to be receiving emails, however, as we use OTRS strictly for internal >>> tracking. >>> >>> >>> >> Well , first of all you probably need to setup the SMTP relay , edit >> your Config.pm and add the following : >> >> $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; >> $Self->{'SendmailModule::Host'} = 'ip.of.your.smtp.gateway'; >> $Self->{'SendmailModule::AuthUser'} = 'user(a)yourdomain.com'; >> $Self->{'SendmailModule::AuthPassword'} = ''; >> >> You can then through the Admin interface setup each tech user and make >> sure 'Yes' is selected for 'New Ticket Notification'.The Tech can then >> in the "Preferences" setup his/her 'My Queues' to be notified on. >> >> >>> OTRS is installed on a workstation that is a domain member. Our email >>> server is MS Exchange 2000. Can anyone give me a hand? >>> >>> >>> >> I assume this is your SMTP server as well , in that case see above , >> otherwise just use whatever SMTP gateway you use as 'Host'.Also just a >> note , if your Exchange server handles both POP3/IMAP , OTRS default >> setup is POP3 so all mails will be pulled from the server.What I did >> (and hopefully I won't get scorned for this :p) is to setup a 2nd >> account for OTRS (let's say main account is tech1(a)yourdomain.com , then >> create a 2nd for POP3 otrstech1(a)yourdomain.com and just fwd anything >> from tech1 to otrstech1).I know this sounds like a lot of work , but my >> paranoia creeped in and I decided to do it that way. >> >> HTH >> >> Daniel >> >> >>> Thanks in Advance, >>> >>> John M. >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> Support oder Consulting für Ihr OTRS System? >>> => http://www.otrs.de/ >>> >>> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support oder Consulting für Ihr OTRS System? >> => http://www.otrs.de/ >> >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support oder Consulting für Ihr OTRS System? >> =http://www.otrs.de/ >> >> > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > =http://www.otrs.de/ > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

1 0

RE: [otrs] Getting Email working in Windows
by John D. Morris 10 Oct '05

10 Oct '05

Yes, in the User object I have "New Ticket Notification" set to "Yes". And I have the windows firewall completely shut off on the OTRS system -----Original Message----- From: Danie Theron [mailto:danie@verpakt.com] Sent: Monday, October 10, 2005 10:51 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Getting Email working in Windows John D. Morris wrote: > I've done this in \otrs\otrs\kernel: > > $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; > $Self->{'SendmailModule::Host'} = '192.168.0.5'; > $Self->{'SendmailModule::AuthUser'} = 'otrs(a)mydomain.com'; > $Self->{'SendmailModule::AuthPassword'} = 'TheDomainPasswordforOTRS'; > > Then in the user object in OTRS, I have my email address in my user, and have the IT queue, and my subqueue highlighted in "my queues". Still no luck though. > Sorry to ask again , but did you enable the "New ticket notification" in the user object? I'm not sure if a restart of OTRS is needed , also maybe someone with a Windows setup can help more (I'm running on Debian).Also , maybe make sure you're not running Windows Firewall or some firewall software on the OTRS system (well you can but make sure to enable SMTP traffic , I think :P) > -----Original Message----- > From: Danie Theron [mailto:danie@verpakt.com] > Sent: Monday, October 10, 2005 9:53 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Getting Email working in Windows > > > > > John D. Morris wrote: > >> Hi all. >> >> I'm fairly new to OTRS, and am having a bit of a time getting emails >> to work. I have one queue (IT) with 4 subqueues (one for each tech). I >> would like to have an automated email dispatched to each tech whenever >> a ticket is entered into their subqueue. I do not want the customers >> to be receiving emails, however, as we use OTRS strictly for internal >> tracking. >> >> > Well , first of all you probably need to setup the SMTP relay , edit > your Config.pm and add the following : > > $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; > $Self->{'SendmailModule::Host'} = 'ip.of.your.smtp.gateway'; > $Self->{'SendmailModule::AuthUser'} = 'user(a)yourdomain.com'; > $Self->{'SendmailModule::AuthPassword'} = ''; > > You can then through the Admin interface setup each tech user and make > sure 'Yes' is selected for 'New Ticket Notification'.The Tech can then > in the "Preferences" setup his/her 'My Queues' to be notified on. > >> OTRS is installed on a workstation that is a domain member. Our email >> server is MS Exchange 2000. Can anyone give me a hand? >> >> > I assume this is your SMTP server as well , in that case see above , > otherwise just use whatever SMTP gateway you use as 'Host'.Also just a > note , if your Exchange server handles both POP3/IMAP , OTRS default > setup is POP3 so all mails will be pulled from the server.What I did > (and hopefully I won't get scorned for this :p) is to setup a 2nd > account for OTRS (let's say main account is tech1(a)yourdomain.com , then > create a 2nd for POP3 otrstech1(a)yourdomain.com and just fwd anything > from tech1 to otrstech1).I know this sounds like a lot of work , but my > paranoia creeped in and I decided to do it that way. > > HTH > > Daniel > >> Thanks in Advance, >> >> John M. >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support oder Consulting für Ihr OTRS System? >> => http://www.otrs.de/ >> > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > =http://www.otrs.de/ > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

2 1

RE: [otrs] Getting Email working in Windows
by John D. Morris 10 Oct '05

10 Oct '05

I've done this in \otrs\otrs\kernel: $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = '192.168.0.5'; $Self->{'SendmailModule::AuthUser'} = 'otrs(a)mydomain.com'; $Self->{'SendmailModule::AuthPassword'} = 'TheDomainPasswordforOTRS'; Then in the user object in OTRS, I have my email address in my user, and have the IT queue, and my subqueue highlighted in "my queues". Still no luck though. -----Original Message----- From: Danie Theron [mailto:danie@verpakt.com] Sent: Monday, October 10, 2005 9:53 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Getting Email working in Windows John D. Morris wrote: > > Hi all. > > I'm fairly new to OTRS, and am having a bit of a time getting emails > to work. I have one queue (IT) with 4 subqueues (one for each tech). I > would like to have an automated email dispatched to each tech whenever > a ticket is entered into their subqueue. I do not want the customers > to be receiving emails, however, as we use OTRS strictly for internal > tracking. > Well , first of all you probably need to setup the SMTP relay , edit your Config.pm and add the following : $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'ip.of.your.smtp.gateway'; $Self->{'SendmailModule::AuthUser'} = 'user(a)yourdomain.com'; $Self->{'SendmailModule::AuthPassword'} = ''; You can then through the Admin interface setup each tech user and make sure 'Yes' is selected for 'New Ticket Notification'.The Tech can then in the "Preferences" setup his/her 'My Queues' to be notified on. > > OTRS is installed on a workstation that is a domain member. Our email > server is MS Exchange 2000. Can anyone give me a hand? > I assume this is your SMTP server as well , in that case see above , otherwise just use whatever SMTP gateway you use as 'Host'.Also just a note , if your Exchange server handles both POP3/IMAP , OTRS default setup is POP3 so all mails will be pulled from the server.What I did (and hopefully I won't get scorned for this :p) is to setup a 2nd account for OTRS (let's say main account is tech1(a)yourdomain.com , then create a 2nd for POP3 otrstech1(a)yourdomain.com and just fwd anything from tech1 to otrstech1).I know this sounds like a lot of work , but my paranoia creeped in and I decided to do it that way. HTH Daniel > > Thanks in Advance, > > John M. > > ------------------------------------------------------------------------ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

2 1

Getting Email working in Windows
by John D. Morris 10 Oct '05

10 Oct '05

Hi all. I'm fairly new to OTRS, and am having a bit of a time getting emails to work. I have one queue (IT) with 4 subqueues (one for each tech). I would like to have an automated email dispatched to each tech whenever a ticket is entered into their subqueue. I do not want the customers to be receiving emails, however, as we use OTRS strictly for internal tracking. OTRS is installed on a workstation that is a domain member. Our email server is MS Exchange 2000. Can anyone give me a hand? Thanks in Advance, John M.

2 1

Populate form fields with CGI variables? (AgentTicketPhone)
by Marty Tennison 08 Oct '05

08 Oct '05

Hi Everyone, First, congratulations to the OTRS team for producing such a fine software package. It is very impressive and well designed. Second, I'm new to OTRS so please forgive me if this has been asked before. I searched the mail archives and google and RTFM but I'm unable to find an answer. My question is: Is there a way (or what is the best way) to auto populate some fields (with dynamic variables) when creating a new email or phone ticket? Example. I'm creating a new phone ticket and I already know what the values for freetext1 and freetext2 as well as the From and To fields. Basically I have all the information except the actual "PhoneNewNote" field, which I'll type in by hand. I've tried various cgi combinations such as http://www.someplace.com/otrs/index.pl?Action=AgentTicketPhone&Freetext1=so… but I am unable to get the fields to populate. I've looked at AgentTicketPhone.pm to see if it is trying to read anything from URL, but I do not see anything. My goal is to ensure that OTRS tickets are synchronized with our shopping cart software by auto-populating the order_number and customer_number in the freetext fields rather than typing them by hand. I'd also like to pre-assign a queue and other information depending on the source of the ticket. So, again, is there a way to do this? Or am I wasting my time? Thank you in advance for any help you can give me. Marty Tennison

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Re: [otrs] queue view sorting
by Jeff Baughn 07 Oct '05

07 Oct '05

Christopher, Sweet. That's exactly what I was looking for. Thank you! -Jeff > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Christopher Kuhn > Sent: Friday, October 07, 2005 1:34 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] queue view sorting > > Jeff Baughn wrote: >> Is there any way to reverse the listing order in the Queue View, so that the >> newest tickets are listing first, oldest last? I looked in the Defaults.pm >> config file and couldn't find anything. >> >> Thanks. >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support oder Consulting für Ihr OTRS System? >> => http://www.otrs.de/ > > Hi Jeff, > > assuming you use OTRS 2.x: Via the SysConfig in your Admin Interface you > have to alter the value of Ticket::Frontend::QueueSortDefault: under > Ticket -> Frontend::Agent::Ticket::ViewQueue. > > This way you can modify your default sort order. > > > Have a nice weekend! > > > 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! > _______________________________________________ > OTRS mailing list: otrs - 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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Error Message in error.log
by stefano Ruberti 07 Oct '05

07 Oct '05

Hi! Hi! I have above mentioned error logs in my apache2 error.log with otrs 1.3.2 Can I do something against that? :Apache IO flush: (103) Software caused connection abort at -e line 0ERROR: OTRS-CGI-20 Perl: 5.8.5 OS: linux Time: Fri Oct 7 14:24:46 2005 with kind regards, Stefano Ruberti -- ---------- -------- Stefano Ruberti E-Mail: stefano.ruberti(a)iit.cnr.it IIT-CNR Phone: +39 050 3152076 via G. Moruzzi, 1 Fax: +39 050 3152593 I-56124 PISA - Italy ---------- --------

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POP3 + SSL
by Leonardo Pereira Guimarães 07 Oct '05

07 Oct '05

Hi, How can I configure my OTRS to use POP3 over SSL? Thanks Leonardo Pereira Guimarães Analista de Suporte e Operação Administrador de Sistemas - SCSA 55 21 4501 1846 www.certisign.com.br <http://www.certisign.com.br/> Você ainda não possui uma identidade digital? <http://www.certisign.com.br/produtos/email/index.html> Obtenha aqui!

2 2

queue view sorting
by Jeff Baughn 07 Oct '05

07 Oct '05

Is there any way to reverse the listing order in the Queue View, so that the newest tickets are listing first, oldest last? I looked in the Defaults.pm config file and couldn't find anything. Thanks.

2 1

who can install me v. 2.0??
by Mercator GmbH 07 Oct '05

07 Oct '05

WHO could install me version 2.0 or 2.1 or which is the newest one? I have version 1.3.2 running and want to upgrade, but since I need the OTRS for work, I cannot allow to miss one single day, so I need some professional help. I will pay. Please send your offers to marc(a)herms.it Thanks, Marc

2 1

Problem w package manager
by Scott Sheridan 07 Oct '05

07 Oct '05

When I attempt to enter the admin package manager I get the following. Error: Sorry, for this interface is mod_perl2 with Apache2::Reload required. Other way [..] I am on redhat 7.3. The version of OTRS is 2.2 My ultimate goal is to install the calendar module. TIA Scott

2 1

email to big and auto reply
by Daniel Balan 07 Oct '05

07 Oct '05

Hello otrs, OTRS is able to set the maximum email size. Is there a way to set an auto response in case of an email exceed the max size and drop the message ? Thanks in advance Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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(no subject)
by Jeff Baughn 06 Oct '05

06 Oct '05

Is there any way to reverse the listing order in the Queue View, so that the newest tickets are listing first, oldest last? I looked in the Defaults.pm config file and couldn't find anything. Thanks.

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otrs version 2.0.2-Is there a way for otrs to accept ticket numbe rs generated by another application?
by Dougan, Linda A 06 Oct '05

06 Oct '05

Is there a way for otrs to accept ticket numbers generated by another application when that application emails a request to it? We are trying to find a way to tie two different trouble ticket applications together by sending the ticket information from one application to the other and using the same ticket number on both applications. Any ideas? Linda -----Original Message----- From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Sent: Thursday, October 06, 2005 6:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 27, Issue 7 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Error messages (Danie Theron) ---------------------------------------------------------------------- Message: 1 Date: Thu, 06 Oct 2005 10:19:20 +0200 From: Danie Theron <danie(a)verpakt.com> Subject: [otrs] Error messages To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <4344DE08.4070307(a)verpakt.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed I constantly get the following messages from the cron jobs ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Wed Oct 5 22:35:04 2005 Message: Found no $QueueID for CrazyVegas! Traceback (19141): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 450 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.16) Line: 111 Module: Kernel::System::PostMaster::Run (v1.52) Line: 233 Module: main::FetchMail (v1.16) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 As Well as Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/EmailParser.pm line 641. Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/EmailParser.pm line 641. Not sure if this is a huge problem , and if it affecting any mails coming into this spesific queue? TIA -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : danie(a)verpakt.com tel : +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ---------------------------------------------------------------------------- -------------------------------------------------------------- The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ---------------------------------------------------------------------------- -------------------------------------------------------------- ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 27, Issue 7 ***********************************

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Error messages
by Danie Theron 06 Oct '05

06 Oct '05

I constantly get the following messages from the cron jobs ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Wed Oct 5 22:35:04 2005 Message: Found no $QueueID for CrazyVegas! Traceback (19141): Module: Kernel::System::Queue::QueueLookup (v1.51) Line: 450 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.16) Line: 111 Module: Kernel::System::PostMaster::Run (v1.52) Line: 233 Module: main::FetchMail (v1.16) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 As Well as Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/EmailParser.pm line 641. Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/EmailParser.pm line 641. Not sure if this is a huge problem , and if it affecting any mails coming into this spesific queue? TIA -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : danie(a)verpakt.com tel : +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ 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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Phone call Error...
by Chaden Hite 05 Oct '05

05 Oct '05

getting the following errror when I am putting in a phone call record... OTRS, Suse 9.1, please help if anyone has seen this thanks Error: Duplicate entry '60785' for key 1, SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (27798, 5, 1, 'chite', '', '', '', 'Phone call at Wed Oct 05 14:06:16 2005', '', ?, 'text/plain\; charset=iso-8859-15', ?, 1, 1128542782, current_timestamp, 18, current_timestamp, 18)' *Comment:* *Bug Report:* *Traceback:* ERROR: OTRS-CGI-10 Perl: 5.8.1 OS: linux Time: Wed Oct 5 14:06:22 2005 Message: Duplicate entry '60785' for key 1, SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (27798, 5, 1, 'chite', '', '', '', 'Phone call at Wed Oct 05 14:06:16 2005', '', ?, 'text/plain\; charset=iso-8859-15', ?, 1, 1128542782, current_timestamp, 18, current_timestamp, 18)' Traceback (3386): Module: Kernel::System::Ticket::ArticleCreate (v1.17) Line: 134 Module: Kernel::Modules::AgentPhone::Run (v1.93.2.2) Line: 336 Module: Apache::ROOT::otrs::index_2epl::handler (v1.73) Line: 637 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149

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OTRS - Required Fields
by Wells, Bryon 05 Oct '05

05 Oct '05

Hi all, How can I change the email so that its not a required field? Most people that I open tickets for don't have an e-mail address. Thanks! Bryon Wells

1 0

Ticket ownership and escalation
by Danie Theron 05 Oct '05

05 Oct '05

Hi All! When a ticket is escalated , and ownership gets taken , but the ticket is not closed and the unlock directive is specified in that particular Queue , will the ticket still have the escalated time on it when unlocked , or will it reset when unlocked? Hope that made sense :) TIA -- Regards , Danie Theron ---------------------------------------------------------

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"Got no ArticleID!" in ArticleCheckPGP.pm (line 32)
by Alastair Houghton 05 Oct '05

05 Oct '05

Hi all, Looked at our OTRS system recently, and we're getting Software error: Got no ArticleID! at /otrs/bin/cgi-bin/../../Kernel/Output/HTML/ ArticleCheckPGP.pm line 32. We're just looking into this problem on our OTRS installation at the moment. If anyone has any hints, they'd be appreciated; we'll post our findings (and probably a bug report too) when we figure out what the problem is. Kind regards, Alastair. -- http://www.alastairs-place.net

1 1

RE: [otrs] otrs-Is there a way to close all tickets in a queue all atonce?
by Patrik Forsberg 04 Oct '05

04 Oct '05

Two ways: 1: mark all and use Bulk Action 2: make a GenericAgent script that closes all tickets in the specified queue - run it once and then kill it if you wont need it again Regards, patrik > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Dougan, Linda A > Sent: den 4 oktober 2005 22:02 > To: 'otrs(a)otrs.org' > Subject: [otrs] otrs-Is there a way to close all tickets in a > queue all atonce? > > Does anyone know of a way to select all tickets at once in a > queue and close > them all at once? > > Linda > > -----Original Message----- > From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] > Sent: Tuesday, October 04, 2005 6:00 AM > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 27, Issue 3 > > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: Virtual hosting and OTRS (Victor Rodriguez Cortes) > 2. Re: Virtual hosting and OTRS (Roberto Giana) > 3. Ticket State - Merged (Matt Midson) > 4. backup script not working (Danie Theron) > 5. how to delete all the queue? (Mercator GmbH) > 6. who can install me v. 2.0?? (Mercator GmbH) > 7. Trouble scheduling generic agent jobs (Sheline, Carl (LLU)) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 03 Oct 2005 12:09:23 +0200 > From: "Victor Rodriguez Cortes" <victor.rodriguez(a)valmesa.es> > Subject: Re: [otrs] Virtual hosting and OTRS > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <43411F73.12585.1EE6AE37@localhost> > Content-Type: text/plain; charset=US-ASCII > > Hello! > > You'll need to enable mod_alias in Apache (or Apache2). Then you > could use > something like this: > > [---] > > Perlrequire /usr/share/otrs/otrs-startup.pl > > # Apache::Reload - Reload Perl Modules when Changed on Disk > #PerlModule Apache::Reload > #PerlInitHandler Apache::Reload > > #Used for FAQ's > Alias /htmlArea/ /usr/share/otrs/var/httpd/htdocs/htmlArea/ > > NameVirtualHost soporte.valmesa.net > <VirtualHost soporte.valmesa.net> > Alias /otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" > ScriptAlias /otrs/ "/usr/share/otrs/bin/cgi-bin/" > > ServerAdmin victor.rodriguez(a)valmesa.es > DocumentRoot /usr/share/otrs/var/httpd/htdocs/ > ServerSignature On > > <Location /otrs/> > SetHandler perl-script > PerlResponseHandler ModPerl::Registry > PerlOptions +ParseHeaders > PerlSetupEnv On > Options +ExecCGI > </Location> > > <Directory /> > Options FollowSymLinks > AllowOverride None > </Directory> > > <Directory /usr/share/otrs/var/httpd/htdocs/> > Options Indexes FollowSymLinks MultiViews > AllowOverride None > Order allow,deny > allow from all > RedirectMatch ^/$ http://soporte.valmesa.net/otrs/Customer.pl > </Directory> > # Allowed values: debug, info, notice, warn, error, crit, > alert, emerg > LogLevel warn > ErrorLog /var/log/apache2/otrs-err.log > CustomLog /var/log/apache2/otrs-acc.log combined > </VirtualHost> > > <VirtualHost agentes.valmesa.net> > DocumentRoot /usr/share/otrs/var/httpd/htdocs/ > > <Directory /usr/share/otrs/var/httpd/htdocs/> > RedirectMatch ^/$ http://soporte.valmesa.net/otrs/index.pl > </Directory> > </VirtualHost> > > <VirtualHost faq.valmesa.net> > DocumentRoot /usr/share/otrs/var/httpd/htdocs/ > > <Directory /usr/share/otrs/var/httpd/htdocs/> > RedirectMatch ^/$ http://soporte.valmesa.net/otrs/faq.pl > </Directory> > </VirtualHost> > > [---] > > This has worked for me with OTRS v1.3.2, mod_perl and > Apache2. You > get > what you want, but it changes the URL in the browser. This > config is a bit > too big, but > the key is that you define all the details for OTRS in a > "main" virtual host > > (soporte.valmesa.net) and then you define as many virtual > host as you need > and > redirect them to the URL you need inside OTRS "main" virtual > host. BTW, this > is all in a > file called "soporte.valmesa.net.conf" that is included from > apache.conf... > > Regards, > > > > On 3 Oct 2005 at 10:25, Stefansen Espen wrote: > > > Hi > > > > I'm trying to get otrs to work with virtual hosting on Linux. But so > > far i've been unsuccesful. Here's an example of what i want: - > > helpdesk.example.org -> customer.pl - admin.example.org -> > index.pl - > > faq.example.org -> faq.pl > > > > Have anyone tried this and made it work? I've tried various > things in > > my httpd.conf, but none seem to work. I'll be happy with any help. > > > > Regards > > Espen Stefansen > > Institute of Marine Research > > > > > --- > Victor R. Rodriguez > Departamento de Sistemas > Valoraciones del Mediterraneo, S.A. > --- > > > ------------------------------ > > Message: 2 > Date: Mon, 03 Oct 2005 12:10:39 +0200 > From: Roberto Giana <rgiana(a)spin.ch> > Subject: Re: [otrs] Virtual hosting and OTRS > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <4341039F.60000(a)spin.ch> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hi > > You could realize it by set up the entire system under > helpdesk.example.org. Under the other virtual systems you > could just set > up some redirects. So everything runs under > helpdesk.example.org but can > be reached by using also admin.example.org or faq.example.org. > > <VirtualHost *> > ServerName helpdesk.example.org > </VirtualHost> > > <VirtualHost *> > ServerName admin.example.org > Redirect permanent / http://helpdesk.example.org/otrs/index.pl > </VirtualHost> > > <VirtualHost *> > ServerName faq.example.org > Redirect permanent / http://helpdesk.example.org/otrs/faq.pl > </VirtualHost> > > > But I'm using more often redirect statements under the same system or > better under the regular webserver: > > <VirtualHost *> > ServerName www.example.org > Redirect permanent /go/admin > http://helpdesk.example.org/otrs/index.pl > Redirect permanent /go/helpdesk > http://helpdesk.example.org/otrs/customer.pl > Redirect permanent /go/faq > http://helpdesk.example.org/otrs/faq.pl > </VirtualHost> > > So you can reach your support sites by using > www.example.org/go/helpdesk, www.example.org/go/admin or > www.example.org/go/faq. Even if www.example.org and > helpdesk.example.org > are different systems. I think both variants are memorable > for the users > but the second variant only uses one virtual host. > > > Best regards > Roberto > > > Stefansen Espen wrote: > > >Hi > > > >I'm trying to get otrs to work with virtual hosting on > Linux. But so far > i've been unsuccesful. Here's an example of what i want: > >- helpdesk.example.org -> customer.pl > >- admin.example.org -> index.pl > >- faq.example.org -> faq.pl > > > >Have anyone tried this and made it work? I've tried various > things in my > httpd.conf, but none seem to work. I'll be happy with any help. > > > >Regards > >Espen Stefansen > >Institute of Marine Research > > > > > > > >_______________________________________________ > >OTRS mailing list: otrs - 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? > > > > > >. > > > > > > > > > > ------------------------------ > > Message: 3 > Date: Mon, 03 Oct 2005 20:12:10 +1000 > From: "Matt Midson" <Matt.Midson(a)midson.net.au> > Subject: [otrs] Ticket State - Merged > To: <otrs(a)otrs.org> > Message-ID: <s34190ad.029(a)webservices.midson.net.au> > Content-Type: text/plain; charset="us-ascii" > > Hello, > > I was hoping that someone could help explain the default > behaviour of the > Merged Ticket State. > I have set some to this status during testing and now they > have disappeared > from queue view. > > Any best practice suggestions would be greatly appreciated. > > Thanks > > Matt > > > >

1 0

otrs-Is there a way to close all tickets in a queue all at once?
by Dougan, Linda A 04 Oct '05

04 Oct '05

Does anyone know of a way to select all tickets at once in a queue and close them all at once? Linda -----Original Message----- From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Sent: Tuesday, October 04, 2005 6:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 27, Issue 3 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Virtual hosting and OTRS (Victor Rodriguez Cortes) 2. Re: Virtual hosting and OTRS (Roberto Giana) 3. Ticket State - Merged (Matt Midson) 4. backup script not working (Danie Theron) 5. how to delete all the queue? (Mercator GmbH) 6. who can install me v. 2.0?? (Mercator GmbH) 7. Trouble scheduling generic agent jobs (Sheline, Carl (LLU)) ---------------------------------------------------------------------- Message: 1 Date: Mon, 03 Oct 2005 12:09:23 +0200 From: "Victor Rodriguez Cortes" <victor.rodriguez(a)valmesa.es> Subject: Re: [otrs] Virtual hosting and OTRS To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <43411F73.12585.1EE6AE37@localhost> Content-Type: text/plain; charset=US-ASCII Hello! You'll need to enable mod_alias in Apache (or Apache2). Then you could use something like this: [---] Perlrequire /usr/share/otrs/otrs-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk #PerlModule Apache::Reload #PerlInitHandler Apache::Reload #Used for FAQ's Alias /htmlArea/ /usr/share/otrs/var/httpd/htdocs/htmlArea/ NameVirtualHost soporte.valmesa.net <VirtualHost soporte.valmesa.net> Alias /otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" ScriptAlias /otrs/ "/usr/share/otrs/bin/cgi-bin/" ServerAdmin victor.rodriguez(a)valmesa.es DocumentRoot /usr/share/otrs/var/httpd/htdocs/ ServerSignature On <Location /otrs/> SetHandler perl-script PerlResponseHandler ModPerl::Registry PerlOptions +ParseHeaders PerlSetupEnv On Options +ExecCGI </Location> <Directory /> Options FollowSymLinks AllowOverride None </Directory> <Directory /usr/share/otrs/var/httpd/htdocs/> Options Indexes FollowSymLinks MultiViews AllowOverride None Order allow,deny allow from all RedirectMatch ^/$ http://soporte.valmesa.net/otrs/Customer.pl </Directory> # Allowed values: debug, info, notice, warn, error, crit, alert, emerg LogLevel warn ErrorLog /var/log/apache2/otrs-err.log CustomLog /var/log/apache2/otrs-acc.log combined </VirtualHost> <VirtualHost agentes.valmesa.net> DocumentRoot /usr/share/otrs/var/httpd/htdocs/ <Directory /usr/share/otrs/var/httpd/htdocs/> RedirectMatch ^/$ http://soporte.valmesa.net/otrs/index.pl </Directory> </VirtualHost> <VirtualHost faq.valmesa.net> DocumentRoot /usr/share/otrs/var/httpd/htdocs/ <Directory /usr/share/otrs/var/httpd/htdocs/> RedirectMatch ^/$ http://soporte.valmesa.net/otrs/faq.pl </Directory> </VirtualHost> [---] This has worked for me with OTRS v1.3.2, mod_perl and Apache2. You get what you want, but it changes the URL in the browser. This config is a bit too big, but the key is that you define all the details for OTRS in a "main" virtual host (soporte.valmesa.net) and then you define as many virtual host as you need and redirect them to the URL you need inside OTRS "main" virtual host. BTW, this is all in a file called "soporte.valmesa.net.conf" that is included from apache.conf... Regards, On 3 Oct 2005 at 10:25, Stefansen Espen wrote: > Hi > > I'm trying to get otrs to work with virtual hosting on Linux. But so > far i've been unsuccesful. Here's an example of what i want: - > helpdesk.example.org -> customer.pl - admin.example.org -> index.pl - > faq.example.org -> faq.pl > > Have anyone tried this and made it work? I've tried various things in > my httpd.conf, but none seem to work. I'll be happy with any help. > > Regards > Espen Stefansen > Institute of Marine Research --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. --- ------------------------------ Message: 2 Date: Mon, 03 Oct 2005 12:10:39 +0200 From: Roberto Giana <rgiana(a)spin.ch> Subject: Re: [otrs] Virtual hosting and OTRS To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <4341039F.60000(a)spin.ch> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Hi You could realize it by set up the entire system under helpdesk.example.org. Under the other virtual systems you could just set up some redirects. So everything runs under helpdesk.example.org but can be reached by using also admin.example.org or faq.example.org. <VirtualHost *> ServerName helpdesk.example.org </VirtualHost> <VirtualHost *> ServerName admin.example.org Redirect permanent / http://helpdesk.example.org/otrs/index.pl </VirtualHost> <VirtualHost *> ServerName faq.example.org Redirect permanent / http://helpdesk.example.org/otrs/faq.pl </VirtualHost> But I'm using more often redirect statements under the same system or better under the regular webserver: <VirtualHost *> ServerName www.example.org Redirect permanent /go/admin http://helpdesk.example.org/otrs/index.pl Redirect permanent /go/helpdesk http://helpdesk.example.org/otrs/customer.pl Redirect permanent /go/faq http://helpdesk.example.org/otrs/faq.pl </VirtualHost> So you can reach your support sites by using www.example.org/go/helpdesk, www.example.org/go/admin or www.example.org/go/faq. Even if www.example.org and helpdesk.example.org are different systems. I think both variants are memorable for the users but the second variant only uses one virtual host. Best regards Roberto Stefansen Espen wrote: >Hi > >I'm trying to get otrs to work with virtual hosting on Linux. But so far i've been unsuccesful. Here's an example of what i want: >- helpdesk.example.org -> customer.pl >- admin.example.org -> index.pl >- faq.example.org -> faq.pl > >Have anyone tried this and made it work? I've tried various things in my httpd.conf, but none seem to work. I'll be happy with any help. > >Regards >Espen Stefansen >Institute of Marine Research > > > >_______________________________________________ >OTRS mailing list: otrs - 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? > > >. > > > ------------------------------ Message: 3 Date: Mon, 03 Oct 2005 20:12:10 +1000 From: "Matt Midson" <Matt.Midson(a)midson.net.au> Subject: [otrs] Ticket State - Merged To: <otrs(a)otrs.org> Message-ID: <s34190ad.029(a)webservices.midson.net.au> Content-Type: text/plain; charset="us-ascii" Hello, I was hoping that someone could help explain the default behaviour of the Merged Ticket State. I have set some to this status during testing and now they have disappeared from queue view. Any best practice suggestions would be greatly appreciated. Thanks Matt

1 0

Auto-Reply Not working
by Mike Quan 04 Oct '05

04 Oct '05

Hello, I've instaled OTRS otrs-2.0.2-01-win32.exe on a Windows XP machine. SMTP seems to work to manually reply to emails received via POP3. However, the auto-reply does not seem to work. I checked the otrs.log file and apparently the system appears to have logged the instance of sending the auto-reply. But in fact, nothing is actually sent. See log below: [Fri Sep 30 12:12:04 2005][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2005093010000033/Test 09/30 12:0] created (TicketID=4,Queue=HelpDesk,Priority=3 normal,State=new) [Fri Sep 30 12:13:08 2005][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Mike Quan <mqnyc(a)yahoo.com>' from 'OTRS System <otrs@localhost>'. HistoryType => SendAutoReply, Subject => Re: [Ticket#2005093010000033] Test 09/30 12:05; [Fri Sep 30 12:13:08 2005][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2005093010000033] (TicketID=4, ArticleID=7) to 'Mike Quan <mqnyc(a)yahoo.com>'. Please help. Thanks, Mike __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com

1 0

Moving ticket to another Queue nullifies escalation
by Danie Theron 04 Oct '05

04 Oct '05

Hi All , It seems that if a ticket is escalated , and you move it into another queue , the escalation is set back to zero.Is there a way to keep the escalated time on a ticket , even if such a ticket is moved? Just want to prevent agents from moving escalated tickets to circumvent the system? P.S Will probably be asking lots of questions like these , as we are implementing OTRS (great system btw!) the following 2 weeks :) -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : danie(a)verpakt.com tel : +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognis(z)e a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

1 0

LDAP customer auth
by Stephen Jones 04 Oct '05

04 Oct '05

Hi I'm trying to setup customer and agent auth against LDAP. The problem I'm facing is I have customer records in a different base DN to employees but I can't get OTRS to keep them separate I've tried this: $Self->{'Customer::AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=customers,dc=foo,dc=com'; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'localhost'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=employees,dc=foo,dc=com'; But it tries to auth everything against dc=employees. The Customer User data section is happy with a different base DN, but not the Auth. Anyone got any ideas?

1 0

Trouble scheduling generic agent jobs
by Sheline, Carl (LLU) 04 Oct '05

04 Oct '05

I've created a spam terminator generic agent job that automatically closes tickets in the spam queue. No matter what I select for the schedule it never runs automatically. It will run as expected through if I manually run the job. Am I missing something? Thanks, Carl

1 0

how to delete all the queue?
by Mercator GmbH 03 Oct '05

03 Oct '05

Hi, I have a queue with 2000 messages. How can I delete all of them? JUST in this queue. With mysqlAdmin I don´t find the mails.... Any help? Thanks, Marc

1 0

backup script not working
by Danie Theron 03 Oct '05

03 Oct '05

Hi All , When I try and run the backup.sh (2.0 manual still refers to it as backup.pl btw) script I get the following error: ./backup.sh -j -b /opt/otrs/bin -c /opt/otrs/Kernel/Config/ -d /backup backup.sh - a backup script for OTRS <$Revision: 1.10 $> mkdir: cannot create directory `/backup/2005-10-03_16-38': No such file or directory Did create the backup dir with otrs as user. Not being a scripting guru or anything , didn't wanto to go fiddle in the actual script.Do u need to be logged in as otrs?Can I 'touch' a file and pint the script to that? TIA -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : danie(a)verpakt.com tel : +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

1 0

Ticket State - Merged
by Matt Midson 03 Oct '05

03 Oct '05

Hello, I was hoping that someone could help explain the default behaviour of the Merged Ticket State. I have set some to this status during testing and now they have disappeared from queue view. Any best practice suggestions would be greatly appreciated. Thanks Matt

1 0

Virtual hosting and OTRS
by Stefansen Espen 03 Oct '05

03 Oct '05

Hi I'm trying to get otrs to work with virtual hosting on Linux. But so far i've been unsuccesful. Here's an example of what i want: - helpdesk.example.org -> customer.pl - admin.example.org -> index.pl - faq.example.org -> faq.pl Have anyone tried this and made it work? I've tried various things in my httpd.conf, but none seem to work. I'll be happy with any help. Regards Espen Stefansen Institute of Marine Research

3 2

UPgrade from 2.0.1 to 2.0.2
by Reinhard Travnicek 03 Oct '05

03 Oct '05

Hi! I looking for a easy way to upgrade from 2.0.1 to 2.0.2. We have modified some files and added entries to the database. I want to maintain this settings. Is there a diff of files between 2.0.1 and 2.0.2 ? Regards Reinhard Travnicek mailto: reinhard.travnicek(a)x-tech.at

1 0

CustomerID for Phone tickets
by Matt Linton 30 Sep '05

30 Sep '05

When entering a phone ticket, I put the customers' email address in the "From:" field. But when I run a search for tickets, that email does not appear as the CustomerID. Can anyone explain why this is, and how I would get it to behave that way?

1 1

English manual - Help with translation
by Christian Schoepplein 30 Sep '05

30 Sep '05

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, I finished the admin manual for OTRS 2.x. It is available on http://doc.otrs.org since a few days (English and German version). Because I'm no native English speaker, there are many gramatical errors, spelling mistakes, typos, e.g. in the English docu for sure :(. I would be very glad, if someone with better English knowledge can help me to improve the quality of the manual. Bug reports on any spelling mistakes, gramatical errors or typos, but also on mistakable explanations or verbalisations would be highly appreciated! Please report bugs in the manual on http://bugs.otrs.org or send a mail directly to me, if you like to help with the documentation for OTRS. If you like translate the manual into other languages let me also know! Best regards and thanks a lot for your support and help! Christian - -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2 (GNU/Linux) iD8DBQFDOVnxTFWOq90iSiERAorRAJ9g6KnocRcZtETuOqF4y90OCWMr3ACfYCE9 vgfoiuHPk9Sw4RrilhmB3JY= =QsT3 -----END PGP SIGNATURE-----

5 5

Problem with adding queues to "My queues"
by Danie Theron 30 Sep '05

30 Sep '05

Hi , How does the Queue selection work in "Preferences" , if a Queue is part of a certain group , and users are added to that group , they should be able to see that queue in "My Queues" , correct? I have created a group called "cc-agents" , and added a few junior agents to it.There is a default queue assigned to this group called 'VPL" , but when an agent logs in , he can't see the Queue.Is there a way to assign multiple groups to a Queue.If someone can explain the logic (maybe I'm just a noob now :P) , that would be great. TIA -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : danie(a)verpakt.com tel : +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

1 0

Open + Close + Ticket Statistics
by Carlos Echavarria 30 Sep '05

30 Sep '05

Hello, I´ve been trying otrs for a couple of days now, but I haven´t been able to figure this out, tickets keep gaining age, and on the statistics module there´s no way of knowing for sure the time that it took for the ticket to get close (wich should be the diff from the opened time to close time minus the hold as far as I understand). Is something that I´m missing or is it just not there? Regards.

1 0

Problems with Customer-Password-Emails
by Olivier Orlow - PeopleTec 29 Sep '05

29 Sep '05

I have set up OTRS on a WIN 2000 Server machine. Email is set up via SMTP. I can send out ticket-emails to users, but if a customer creates a new account (through customer.pl) the username and password are NOT sent by email. Also if the user asks for a new password, the feedback on the screen says, that a new password has been sent, but it hasn't. What could that be? Thanks Olivier P.S. How can I delete a customer that has set himself up an account?

1 0

RE: Ticket Last Updated option in QueueView
by Colby W. 29 Sep '05

29 Sep '05

I have almost found what I am looking for. I added the following line to the AgentTicketQueueTicketView.dtl file just after the entry for the ticket age $Env{"Box0"}$Text{"Acted on"}: $Data{""}$Env{"Box1"} What I need to know is what $Data{} hash key is used to reference the change_time DB column (similar to the ticket's age referenced by $Data{"Age"}). I have tried $Data{"Changed"} but that did not provide any results. --- Colby Williams IKANO Communications ________________________________ From: Colby W. [mailto:colbyw@ikano.com] Sent: Thursday, 29 September 2005 8:51 AM To: 'otrs(a)otrs.org' Subject: Ticket Last Updated option in QueueView Is there a way to add an entry in QueueView that will display the date stamp of when a ticket was last updated/modified? Thank in advance, Colby Williams IKANO Communications

1 0

Ticket Last Updated option in QueueView
by Colby W. 29 Sep '05

29 Sep '05

Is there a way to add an entry in QueueView that will display the date stamp of when a ticket was last updated/modified? Thank in advance, Colby Williams IKANO Communications

1 0

Problems with Customer-Password-Emails
by Olivier Orlow - PeopleTec 29 Sep '05

29 Sep '05

I have set up OTRS on a WIN 2000 Server machine. Email is set up via SMTP. I can send out ticket-emails to users, but if a customer creates a new account (through customer.pl) the username and password are NOT sent by email. What could that be? Thanks Olivier P.S. How can I delete a customer that has set himself up an account?

1 0

RE: otrs Digest, Vol 26, Issue 50
by Dougan, Linda A 29 Sep '05

29 Sep '05

I am using Gentoo Linux I did a manual install and I am using postgresql. I updated the database from otrs version 1.1. It had data in it and been used with otrs version 1.1. -----Original Message----- From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Sent: Thursday, September 29, 2005 6:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 26, Issue 50 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: otrs version 2.0.2 (Christian Schoepplein) 2. Change password notification (Brad Jennings) 3. Re: SPAM Subject: [otrs] Work Units (Christopher Kuhn) 4. Re: Change password notification (Christopher Kuhn) 5. Re: Company Tickets (fischer(a)snom.de) ---------------------------------------------------------------------- Message: 1 Date: Wed, 28 Sep 2005 16:34:26 +0200 From: Christian Schoepplein <christian.schoepplein(a)otrs.com> Subject: Re: [otrs] otrs version 2.0.2 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <20050928143422.GL4850(a)athlon.schoeppi.net> Content-Type: text/plain; charset=us-ascii; x-action=pgp-signed -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Linda, On Wed, Sep 28, 2005 at 09:05:15AM -0400, Dougan, Linda A wrote: > I have installed otrs version 2.0.2 on a Linux operating system and > everything seems to be ok but the link on the ticket screen for "Compose > Answer(email)" is missing. Have you done a manual installation or used a prebuilt package (rpm, deb)? Which database backend are you using and which linux distro? > I tried googling for information on this but > from what I found in the previous versions of the otrs manuals, the link > should just be there. There does not appear to be any setting that I need > to set in order to activate it. Does anyone know how I can fix this so > that the "Compose Answer(email)" link is available for use when the ticket > is opened? Looks like the initial data for the system are'nt in the database. But I need mor information about how you've installed the OTRS to help you. > Linda Best regards, Christian - -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2 (GNU/Linux) iD8DBQFDOqnuTFWOq90iSiERAuA4AJsERSwHCBRefIuAVWlCr6Tk9+OgNgCfbf/6 MlajkSgwnVWCI/yHDX/HMls= =dZj6 -----END PGP SIGNATURE----- ------------------------------ Message: 2 Date: Wed, 28 Sep 2005 15:37:40 -0500 From: Brad Jennings <bjennings(a)lexington.k12.mo.us> Subject: [otrs] Change password notification To: otrs(a)otrs.org Message-ID: <433AFF14.4080207(a)lexington.k12.mo.us> Content-Type: text/plain; charset="iso-8859-1" How do I change the password notification feature in version 2.03. Currently it says Hi Brad, you or someone impersonating you has requested to change your OTRS password. New Password: Your OTRS Notification Master

1 0

Re: [otrs] Company ticket?
by fischer＠snom.de 29 Sep '05

29 Sep '05

Thanks a lot for your answer Roberto! I got it now. I was changing the table customer_user only and the old tickets were gone. I had to change the tickets, too !!! Best regards, Sven On Wednesday 28 September 2005 15:26, Roberto Giana wrote: > Hi Sven > > The easiest way would be to login as an admin and use "Customer Users" > for edditing the user. There you can fill in the CustomerId manually. > > If you have a bunch of users to update/import you could use the > "syncuser_csv2otrs.pl" script. Unfortuantely it doesn't update the > CustomerId field. But it schouldn't be a problem to extend the script to > do this. > > Alternatively you could do a 'mysql -u root -p otrs -B -N -e "select * > from customer_user;" >/tmp/customer_user.txt' which dumps the entire > customer_user table as a tab-delimited CSV file, then edit the values in > the file regarding to your needs with some scripts, awk, vi, Notepad or > Excel and then reimport all the values with 'mysqlimport -u root -p -r > -v otrs /tmp/customer_user.txt'. > Keep in mind that mysqlimport uses the file name to determine the name > of the target table. So the file name has to start with "customer_user"! > > And as usual before you start: Be shure that you have a working backup! :-):-) > > > Best regards > Roberto > > fischer(a)snom.de wrote: > >Hi, > > > >but how can I set this CustomerID value "automatically/manually" ? > > > >regards, > > > >Sven > > > >On Wednesday 28 September 2005 12:11, Roberto Giana wrote: > >>Hi Camilla > >> > >>It's the feature you are looking for. ;-);-) > >>All customers with the same CustomerID value can see each others tickets > >>as "company ticket". If you use for example a support contract number as > >>CustomerID each customer user under the same contract can see the > >>corresponding tickets as "company ticket". > >>Hope this helps. > >> > >> > >>Best regards > >>Roberto > >> > >>Camilla Krag Jensen wrote: > >>>I am wondering what the 'company ticket' icon in the customer > >>>interface is for? Can anyone tell me the difference between a ticket > >>>and a company ticket? > >>> > >>>:-) > >> > >>_______________________________________________ > >>OTRS mailing list: otrs - 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? > > _______________________________________________ > OTRS mailing list: otrs - 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/ -- ----------------------------------------------------------------------- See our FAQs at: http://www.snom.com/faq0.html?&L=1 Whitepapers at: http://www.snom.com/white_papers.html ----------------------------------------------------------------------- snom technology AG Gradestraße 46 D-12347 Berlin Sven Fischer fax +49 30 39833111 mailto:support@snom.de http://www.snom.com -----------------------------------------------------------------------

1 0

Company Tickets
by fischer＠snom.de 29 Sep '05

29 Sep '05

Hi, we are using OTRS 1.3.2 and I want to enable the company ticket feature for the customer web frontend. I was told that tickets with the same CustomerUserID (e.g. company.org) will be displayed as company tickets and tickets with the same CustomerID (e.g. customer(a)company.org) will be displayed as myTickets. At the moment both are the same by default: customer(a)company.org But how usually the CustomerUserID of future (and old) tickets can be changed to be e.g. company.org, so that in future the company members can see all their tickets under "company ticket" ? Thank you for your help, Sven

1 2

Change password notification
by Brad Jennings 29 Sep '05

29 Sep '05

How do I change the password notification feature in version 2.03. Currently it says Hi Brad, you or someone impersonating you has requested to change your OTRS password. New Password: Your OTRS Notification Master

2 1

Work Units
by James Marcinek 29 Sep '05

29 Sep '05

What is the measurment of the 'work units', minutes? So far that's what I've been using it for but I'd feel better if I knew from someone who's more experienced with it. Thanks, James

3 2

otrs version 2.0.2
by Dougan, Linda A 28 Sep '05

28 Sep '05

I have installed otrs version 2.0.2 on a Linux operating system and everything seems to be ok but the link on the ticket screen for "Compose Answer(email)" is missing. I tried googling for information on this but from what I found in the previous versions of the otrs manuals, the link should just be there. There does not appear to be any setting that I need to set in order to activate it. Does anyone know how I can fix this so that the "Compose Answer(email)" link is available for use when the ticket is opened? Linda

2 1

Company ticket?
by Camilla Krag Jensen 28 Sep '05

28 Sep '05

I am wondering what the 'company ticket' icon in the customer interface is for? Can anyone tell me the difference between a ticket and a company ticket? :-) -- Camilla Krag Jensen www.exerp.com

3 4

Upgrade from 1.3.1 to 2.0.2 problem
by oe 28 Sep '05

28 Sep '05

Hello, After Upgrading from OTRS 1.3.1 to 2.0.2 I follow step by step the "$OTRS_HOME/UPGRADING" File. I execute the follwing script and I get this error message for an existing ticket number : $ /usr/local/otrs2/bin/PostMasterPOP3.pl Message 1/1 (support(a)toto.com) ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Wed Sep 28 13:53:17 2005 Message: Need StateID or State! Traceback (20012): Module: Kernel::System::Ticket::StateSet (v1.184) Line: 2578 Module: Kernel::System::PostMaster::FollowUp::Run (v1.38) Line: 81 Module: Kernel::System::PostMaster::Run (v1.52) Line: 212 Module: main::FetchMail (v1.16) Line: 198 Module: /usr/local/otrs2/bin/PostMasterPOP3.pl (v1.16) Line: 126 --------------- For a non-existing ticket number I get this : ------------- Begin Traceback (20104): Module: Kernel::System::Ticket::PriorityLookup (v1.184) Line: 3009 Module: Kernel::System::Ticket::TicketCreate (v1.184) Line: 339 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: ./PostMasterPOP3.pl (v1.16) Line: 126 Use of uninitialized value in concatenation (.) or string at /usr/local/otrs2/Ke rnel/System/Ticket.pm line 362. DBD::mysql::db do failed: You have an error in your SQL syntax near ' 1, 0, 112 7911480, 0, 1, current_timestamp, 1, current_timestamp, 1)' at line 1 at /usr/l ocal/otrs2/Kernel/System/DB.pm line 330. ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Wed Sep 28 14:44:40 2005 Message: You have an error in your SQL syntax near ' 1, 0, 1127911480, 0, 1, current_timestamp, 1, current_timestamp, 1)' at line 1, SQL: 'INSERT INTO ticket (tn, title, create_time_unix, queue_id, ticket_lock_id, user_id, group_id, tic ket_priority_id, ticket_state_id, ticket_answered, escalation_start_time, timeo ut, valid_id, create_time, create_by, change_time, change_by) VALUES ('1001549' , 'Files', 1127911480, 5, 1, 1, 1, , 1, 0, 1127911480, 0, 1, current_timestam p, 1, current_timestamp, 1)' Traceback (20104): Module: Kernel::System::Ticket::TicketCreate (v1.184) Line: 370 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: ./PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Wed Sep 28 14:44:41 2005 Message: create db record failed!!! Traceback (20104): Module: Kernel::System::Ticket::TicketCreate (v1.184) Line: 410 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: ./PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Wed Sep 28 14:44:41 2005 Message: Need TicketID! Traceback (20104): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.91) Line: 84 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 208 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: ./PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Wed Sep 28 14:44:41 2005 Message: Need TicketID! Traceback (20104): Module: Kernel::System::Ticket::StateSet (v1.184) Line: 2561 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 231 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: ./PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Wed Sep 28 14:44:41 2005 Message: Can't process email with MessageID <<000a01c5c429$231e78f0$6504010a@de ll>>! Please create a bug report with this email (var/spool/) on http://bugs.otr s.org/! Traceback (20104): Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 236 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: ./PostMasterPOP3.pl (v1.16) Line: 126 Connection to mail.strasbourg.4js.com closed. ------------- End Connection to mail.toto.com closed. Do you know a solution ? In which documentation section should I check ? What should I do ? Olivier ECKERT

1 0

Groups for customers
by Camilla Krag Jensen 28 Sep '05

28 Sep '05

Hi, I have some users from a big company that would like to have each a login, but they should also be able to see each others tickets. Is it possible to configure OTRS in this way? Regards, Camilla Krag Jensen

1 0

CustomerGroupSupport limitation in 2.0.2
by Jim Wight 28 Sep '05

28 Sep '05

Is there any way to be able to assign any customer to a group if you have a customer base of more than 200? Customer Users <-> Groups presents a list of around - probably exactly - 200 customers, with no apparent way of locating the missing ones. I am in an academic environment in which every one of the ~1500 members of staff and students in my department is automatically (extracted from a password file and) entered in the (LDAP) database as a potential customer of the ticket system. I've encountered this same 200 limit in connection with searches when no search text is entered, but there it can obviously be got round by entering some text to search for. There is no such escape route that I can see in this case. Jim

1 0

escalation and visible Queues
by Brigitte Neumärker 28 Sep '05

28 Sep '05

Hello! I have two problems! Hope someone can help me! 1. If I give ro-permission to a user, he can't see the queues with their tickets in it. So, I set in Kernel/Config.pm $Self->{QueueViewAllPossibleTickets} = 1; But this changes nothing. The queue isn't visible. I configured all queues as favourites Queues in the profile of the agent. If I give rw-permission the queue ist visible but thats not the solution... 2. If I set an escalation time and an unlocked time on the queue, it happens the following: Escalation happens on the written time on the queue, but the mail is be sent minutes later. The same with unlocked ticket: It unlock the ticket one hour later, than written on the queue, but the notification for unlocked ticket is sent at the same time the ticket gets unlocked. Can someone help me! Thanks...

2 1

Hide Customers From Agent
by Carlos Echavarria 28 Sep '05

28 Sep '05

Hello, I´ve looking through the documentation and google/mailing list to see if I could find some function to hide the customer list from the Phone Ticket view of an Agent (user), what I want is to have certain agents only be able to open tickets for a given customer and not be able to see the listing of all customers like I´m experiencing right now, I understand that based on the example of usage given by the documentation on the first pages, otrs seems not to be designed to do this (I´m talking about Max who is a fabricant who produces video recorders :) But maybe there´s some hiden configuration to do it, well if anyone knows how to do it it would be appreciated. Best Regars from Uruguay.

1 0

RE: [otrs] Newline characters removed from incoming emails
by Sheline, Carl (LLU) 28 Sep '05

28 Sep '05

Ok problem solved. Used Fetchmail/Procmail piped to PosterMaster.pl When OTRS receives mail in this fashion, newline characters are retained in the tickets. If anyone wants exact details on the solution, they can email me at csheline(a)llu.edu Carl Sheline Loma Linda University -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sheline, Carl (LLU) Sent: Sunday, September 18, 2005 1:57 PM To: User questions and discussions about OTRS.org Subject: [otrs] Newline characters removed from incoming emails When PostMasterPOP3.pl gets the new messages, do the messages then go to EmailParser.pm before becoming a ticket in OTRS? I'm trying to discover where OTRS is stripping all of the newline characters from incoming emails. Thanks, Carl _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

1 0

Re: English manual - Help with translation
by Matt Midson 27 Sep '05

27 Sep '05

Hello, I would also be happy to review a section of the doco. As I am not a programmer, I feel that this is at least some way of contributing to the project. As with everyone, my time is also limited, however just send me the sections you would like me to review. Thanks, Matt Midson Director Midson Net Pty Ltd

1 0

presorting with procmail - help?
by Neil J MacNeil 27 Sep '05

27 Sep '05

Hi Everyone, I am trying to evaluate otrs for a support system, and so far it is going great, apart from one problem that has me stumped. I am looking for some help with queue presorting. I am using OTRS 2.0.2/RH Linux 8 (don't ask). I have strange results trying to use queue presorting with procmail. In my otrs users .procmailrc I have the following recipe: # -- # presort NAI email to the VIR queue # -- :0 fhw : * X-NAI-Header: .* | formail -I "X-OTRS-Queue: VIR" I use fetchmail to grab messages from my imap server, these are forwarded to procmail, and dumped into otrs with Postmaster.pl I have tested procmail and postmaster using a dummy text file email message, and all is fine. When I run fetchmail, EVERYTHING works, in that messages get dumped into otrs, but the queue presort is not being recognised. All messages go into the RAW queue. Even though, when I check out the plain text of a ticket message, I see the X-OTRS-Queue: VIR line - so procmail is doing its thing. Got me stumped. The really odd thing is, if I use a test file, with an X-NAI-Header and pipe that into procmail, it gets picked up by postmaster.pl and correctly dumped into the VIR queue. e.g. procmail VERBOSE=on DEFAULT=/dev/null $HOME.procmailrc < ./test.email Weird. I must be doing something wrong, but for the life of me I cant crack it. Can anyone help. thanks Neil.

2 1

OTRS on SME server
by madjid Oudai 27 Sep '05

27 Sep '05

hi I new OTRS server I installed OTRS on inux debian ant I have fan. it works right. Now i tried to installe OTRS on E-smith SME server. The particularity of this server, I can't mofidy httpd.conf because every night the configuration files are regenerated. the server configuration is done by web interface. 1- I created ibay (otrs directoy) on httpd.conf. in httpd.conf file , I can see : # otrs ibay (otrs) ScriptAlias /otrs/cgi-bin /home/e-smith/files/ibays/otrs/cgi-bin Alias /otrs/files /home/e-smith/files/ibays/otrs/files Alias /otrs /home/e-smith/files/ibays/otrs/html 2- I installed OTRS in /home/e-smith/files/ibays/otrs/files/otrs In /home/e-smith/files/ibays/otrs/files/otrs/Kernel/Config.pm $Self->{Home} = '/home/e-smith/files/ibays/otrs/files/otrs'; I know that my otrs web configuration should be ScriptAlias /otrs/ /home/e-smith/files/ibays/otrs/files/otrs/bin/cgi-bin Alias /otrs-web/ /home/e-smith/files/ibays/otrs/files/otrs/var/httpd/htdocs It is possible to make otrs work with this configuration? Thanks for any help you can provide regards

1 0

www.otrs.org down?
by Carlos Echavarria 27 Sep '05

27 Sep '05

Greetings, I was investigating how to hide customers from an agent view when creating a new phone ticket when I realized that I can no longer navigate the page, anybody knows if there´s a problem or maybe is my connection? Well, thanks in advanced.

2 1

calendar & ticket linking
by Mark Nernberg 27 Sep '05

27 Sep '05

We use OTRS for scheduling our technicians, among other things. How about some way to link appointments to tickets? i.e. a "schedule this" button in the ticket zoom options, which would bring up the calendar application and allow the technician to enter any required notes (such as directions/etc), but that links the appointment to the ticket. Then a note (system note) could be inserted into the ticket history to the effect of "Scheduled by TECHNICIAN on DATE @ TIME" While OTRS is a great program and we swear by it, better integration of the calendar and email functions would be more than just a little useful. While I am not a programmer, I would be willing to help someone working on such a project. [I have also suggested the idea of integrating the webmail client such that an incoming email can be "turned into" a ticket request, as have a few others]. -- Mark J. Nernberg Director of Technology (412)478-6262 http://www.downtownhelpdesk.com/ Customer Support: support(a)downtownhelpdesk.com Have you tried our on-demand remote support services? Downtown Help Desk and 1-Fast Computer Service, providing quality technology solutions to the small business since 2003.

2 1

Mailing Woes
by Chaitanya Reddy 27 Sep '05

27 Sep '05

NO matter what I do I cannot get the out of the box email functionality to work FULLY. IT receives with no problems but it cannot send the right way. I am assuming it is because our dumb ISP SBCYAHOOO in columbus needs us to use their SMTP server to send mail. WEll I went into the config files and put in the 4 lines for using SMTP but then the OTRS fails to start. CHecked syntax and everything IT still does not do the job for me. How do we setup SMTP any guides or readmes avaible. THe manual has 4 lines of code in it thats all!!! Shay

3 2

Email after new ticket in queue, howto?
by Juris Smits 26 Sep '05

26 Sep '05

Hi, I have a queue "Support" and I want a new email to be sent to constant email address whenever there is a new ticket in this queue. Is this possible? Thanks in advance, Juris

2 1

Agent/Owner tickets over 1000 number
by Ravi AHUJA 26 Sep '05

26 Sep '05

Hi, I have a querry, how to increase Agent/Owner ticket number over 1000, as i go in search option & one Agent/Owner has already closed 1000 ticket it is not reflected in search option. Rgds Ravi Ahuja

1 0

RE: [otrs] CustomerUser Frontend
by Remek Lipinski 26 Sep '05

26 Sep '05

Hi, I've ran into this problem as well. I hooked OTRS 2 into Vtiger CRM as the customre backend, and this was one of the first things I noticed. I considered removing those update fields, but in the end decided that having them was more usefull, especially change date and change by. So I went into the table in Vtiger that I was using and simply added those columns with the same attributes as the ones in the OTRS table. This doesn't hurt the CRM backend at all as the CRM is not awasre that the additional columns exist, and in terms of overall volume of data, it's the same as if I used the OTRS database itself. I'm still testing all this, but so far, haven't had any problems. Cheers, -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Stephen Jones Sent: Friday, September 23, 2005 9:44 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] CustomerUser Frontend On Wed, 2005-09-21 at 16:48 +0100, Stephen Jones wrote: > Hi, I'm attempting to modify an existing OTRS install so as to enable > the customer frontend. We have an MySQL db for holding customer data > which I'm attempting to add passwords to so customers can use it. I've > added "['UserPassword','Password','CT_ACCOUNT',0,1,'var']" to > $Self->{CustomerUser}->{Map}, and added the line > "$Self->{'AuthModule'} = 'Kernel::System::Auth::DB';" in Config.pm. > However when I try to set a password through the Admin interface I get this error: > > Sep 21 14:49:02 xtr2 OTRS-CGI-1[16325]: > [Error][Kernel::System::CustomerUser::DB::CustomerUserUpdate][Line:431]: > Unknown column 'change_time' in 'field list', SQL: 'UPDATE CONTACT SET > CT_FNAME = 'Stephen', CT_LNAME = 'Jones', CT_CONAME = '****', > CT_EMAL = '****', CT_EMAL = '****', CT_IDNO = '2445', CT_BPHN = > '****', > CT_BPHN2 = '', CT_BMAINPHN = '', CT_MOB = '****', CT_APHN = '', > CT_HPHN = '****', change_time = current_timestamp, change_by = 1 > WHERE CT_EMAL = '****'' > > As far as I can tell change_time and change_by are used by OTRS for > Tickets, so does anyone know why they're turning up in this statement? It seems that the fields change_time and change_by are hardcoded into the CustomerUserUpdate function, does anyone know why? Has anyone successfully enabled the customer frontend for an existing SQL customer database? Anyone know if I can remove the lines: $SQL .= " change_time = current_timestamp, "; $SQL .= " change_by = $Param{UserID} "; >From Kernel/System/CustomerUser/DB.pm? _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

1 0

RE: [otrs] Company Tickets
by Remek Lipinski 26 Sep '05

26 Sep '05

Hi, I have just installed OTRS 2 and have it working in this manner. However I don't use the OTRS database backend, but hooked it into Vtiger CRM as the uses backend. From the CRM I use the users e-mail address as a unique user name, and the AccountID as CustomerID. The CRM allows you to have mutilpe users associated with a single AccountID, so then a company can have mutiple contacts and all of them then see tickets for that account. I've never tried this with 1.3.2 however. Cheers, Remek Lipinski Vires Pty Ltd rlipinski(a)vires.com.au Phone: 1300 885 220 Fax: 1300 885 413 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of fischer(a)snom.de Sent: Wednesday, September 21, 2005 5:42 PM To: otrs(a)otrs.org Subject: [otrs] Company Tickets Hi, we are using OTRS 1.3.2 and I want to enable the company ticket feature for the customer web frontend. I was told that tickets with the same CustomerUserID (e.g. company.org) will be displayed as company tickets and tickets with the same CustomerID (e.g. customer(a)company.org) will be displayed as myTickets. At the moment both are the same by default: customer(a)company.org But how usually the CustomerUserID of future (and old) tickets can be changed to be e.g. company.org, so that in future the company members can see all their tickets under "company ticket" ? Thank you for your help, Sven _______________________________________________ OTRS mailing list: otrs - 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

Moving NavBar Items
by Patrik Forsberg 24 Sep '05

24 Sep '05

Hi, I just updated from a 1.3 to a 2.0 and it worked pefectly :) After a few tweaks, with stuff I didn't I could tweak, I'm almost happy with the setup.. the only thing I have left to do is to move the "Logout" icon to the end in the NavBar .. I just can't figure out how to do this :( I thought "Prio" in the module register in Config.pm would do just that but to my dissapointment nothing happend atall. Anyone know how to do that ? I want the Logout icon to be after "Bulk-Action" - in other words the last thing in the NavBar. Also I would like to add a new thing to the NavBar.. our helpdesk uses the ticket number generated by OTRS when a customer calls in and there for they want to be able to search for the ticket# on the frontpage without the hassle to push "search" and so on.. any1 able to help with this ? All of this I had done in the 1.3 setup and it was quite easy sense it was almost plain html code.. now with the code structure I can't figure squat out :( Happy for any help! Patrik

1 0

Problem connecting with PostmasterPOP3.pl
by Danie Theron 23 Sep '05

23 Sep '05

Hi , When I run the PostmasterPOP3.pl script I get the following error: ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Fri Sep 23 17:25:02 2005 Message: Can't connect to [mailserver].[mydomain].com Traceback (4447): Module: main::FetchMail (v1.16) Line: 154 Module: ./PostMasterPOP3.pl (v1.16) Line: 126 will this be a perl module that's missing or something? TIA -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : danie(a)verpakt.com tel : +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

2 2

Company level information
by Marcus Hopwood 23 Sep '05

23 Sep '05

Hello, I am trialing OTRS 2.0.0 beta2 currently and feel it would be helpful to store some more info at a Company level. By company I mean a customer who has multiple users who are grouped together as they share a common CustomerID. They types of information I'm thinking of are contact information and details of the service(s) provided. Does anyone have experience of using OTRS in this way? TIA, Marcus -- Marcus Hopwood, Service Manager, IFL Email: marcus(a)internetf.co.uk

1 0

Responding to Customer automatically
by Michael Smith 23 Sep '05

23 Sep '05

-----BEGIN PGP SIGNED MESSAGE----- Hello All: I am a recent convert by job change to OTRS from RT and love it! I'm trying to do the following in OTRS and cannot find the magic widget. Any help would be greatly appreciated. 1) Customer sends request (done) 2) Ticket is created and auto-reply sent (done) 3) Tech replies to ticket via email and system is updated (done) 4) Customer receives copy of transaction from 3 (HELP!!! I can't do this). Thanks, Mike

2 2

CustomerUser Frontend
by Stephen Jones 23 Sep '05

23 Sep '05

Hi, I'm attempting to modify an existing OTRS install so as to enable the customer frontend. We have an MySQL db for holding customer data which I'm attempting to add passwords to so customers can use it. I've added "['UserPassword','Password','CT_ACCOUNT',0,1,'var']" to $Self->{CustomerUser}->{Map}, and added the line "$Self->{'AuthModule'} = 'Kernel::System::Auth::DB';" in Config.pm. However when I try to set a password through the Admin interface I get this error: Sep 21 14:49:02 xtr2 OTRS-CGI-1[16325]: [Error][Kernel::System::CustomerUser::DB::CustomerUserUpdate][Line:431]: Unknown column 'change_time' in 'field list', SQL: 'UPDATE CONTACT SET CT_FNAME = 'Stephen', CT_LNAME = 'Jones', CT_CONAME = '****', CT_EMAL = '****', CT_EMAL = '****', CT_IDNO = '2445', CT_BPHN = '****', CT_BPHN2 = '', CT_BMAINPHN = '', CT_MOB = '****', CT_APHN = '', CT_HPHN = '****', change_time = current_timestamp, change_by = 1 WHERE CT_EMAL = '****'' As far as I can tell change_time and change_by are used by OTRS for Tickets, so does anyone know why they're turning up in this statement? Also I can't find the part of the documentation that explains where to theme the Customer frontend, can anyone point me at it?

1 1

RE: [otrs] automatic replies if ticket comes in via email but not viaphone
by Vådahl Thomas 23 Sep '05

23 Sep '05

> We know how to do either 1. + 3. or 1. + 2. But we cannot > figure out how to achieve all three goals at the same time. > Any hints? Hi Moritz, We solved this by creating a dummy mail-address that forwards all mail to /dev/null. All phone tickets are from 'Name <nomail(a)our.domain>', and thus no mail is being sent to the customers. I know this is the easy way out, but it works for us :-) -Thomas

1 0

RE: [otrs] [HELP] lock the ticket in my queue...
by Vådahl Thomas 23 Sep '05

23 Sep '05

> I would like to automatically take the admin and lock > the tickets in my queue but this settings on my > GenericAgent.pm don't work > > 'coda omar' => { > Queue => ['coda omar'], > New => { > Owner => 'omar', > } > }, Hi Omar, Try this: 'coda omar' => { Queue => 'coda omar', New => Owner => 'omar' Locks => ['lock'] } }, In my documentation, version 2.0.1, you don't need to insert the queue name in "[]". Also you need to change the Locks parameter to 'lock'. Hope this helps :-) -Thomas

1 0

automatic replies if ticket comes in via email but not via phone
by Moritz Bunkus 23 Sep '05

23 Sep '05

Hey, we're trying to get the following working: 1. If a customer writes an email to our support address then he should get an automatic reply. 2. If our own support staff creates a "phone ticket" then no auto reply should be sent. Of course this can be done by putting all tickets that are fetched via POP3 into a special queue and assign an auto reply to that queue. However, we have a third requirement: 3. All emails to the support address should be sorted into special queues depending on the service level agreement the customer has. We know how to do either 1. + 3. or 1. + 2. But we cannot figure out how to achieve all three goals at the same time. Any hints? Regards, Moritz Bunkus -- LINET Services GbR Gotenweg 15 Tel.: 0531-280 191 71 38106 Braunschweig Fax.: 0531-280 191 72 http://www.linet-services.de mailto:info@linet-services.de

1 0

Re: [otrs] Changing states of tickets (custom states)
by James Marcinek 23 Sep '05

23 Sep '05

I created my states and left defined them as open (which doesn't show up in the field if I'm following you). I see pending and close in the menu selection (in zoom). I think if I change them to a 'pending' state type I could then see them. I wanted to have a state that let's the service desk know that the ticket hasn't had any action taken on them yet. The service desk will be the first to recieve the calls then route them accordingly. I was under the impression that the flow should have the tickets remain 'open' until someone takes ownership. Is a 'pending' state better? I would appreciate some feedback on how other's work the states and such. Thanks, James "User questions and discussions about OTRS.org" <otrs(a)otrs.org> wrote: > Hello James, > > yes you can, at least I can do it in my installation. > What version do you use? > > While creating a new state you have to define the type: closed, pending, open, new, merged, etc . > Let's say you have new state: "wait for customer" (pending type). You will be able to set this state into the Pending section and you do no need to contact (send mail to) the customer. > > Is this enough? Let me know if you need more assistance. > Daniel > --------- > Thursday, September 22, 2005, 5:23:27 PM, you wrote: > > James> Hello All, > > James> Is there any other way to change the state of a ticket other than creating or > James> contacting a customer? I created a couple of new states but can only see them > James> when I contact someone. > > James> I would like to see these fields in the zoom view. > > James> Thanks, > > James> James > > James> _______________________________________________ > James> OTRS mailing list: otrs - Webpage: http://otrs.org/ > James> Archive: http://lists.otrs.org/pipermail/otrs > James> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > James> Support oder Consulting für Ihr OTRS System? > =>> http://www.otrs.de/ >

2 1

receiveg emails from my win2k3 install?
by Chaitanya Reddy 23 Sep '05

23 Sep '05

Can I get help in sending and receiveg emails from my win2k3 install?

1 0

What does locking a ticket do?
by James Marcinek 23 Sep '05

23 Sep '05

I know this may sound silly but can someone let me know what this does? We're in the process of piloting this and I can't figure it out (I looked in the doc's...) Thanks, James

2 1

RE: [otrs] What does locking a ticket do?
by Seigafuse, Mike 23 Sep '05

23 Sep '05

Think of locking the ticket as "assigning" it to oneself be worked on; or perhaps claiming the ticket. Once locked the tickets will no longer display in the queue view which displays only unlocked tickets. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek Sent: Thursday, September 22, 2005 4:26 PM To: otrs(a)otrs.org Subject: [otrs] What does locking a ticket do? I know this may sound silly but can someone let me know what this does? We're in the process of piloting this and I can't figure it out (I looked in the doc's...) Thanks, James _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting 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

[HELP] lock the ticket in my queue...
by Omar Speranza 22 Sep '05

22 Sep '05

I would like to automatically take the admin and lock the tickets in my queue but this settings on my GenericAgent.pm don't work 'coda omar' => { Queue => ['coda omar'], New => { Owner => 'omar', } }, The output is For Queue: coda omar - set owner of Ticket (2005092210000067/294) to 'omar' but the ticket is not locked :( any suggestion? thanks, ~omar

1 0

Changing states of tickets (custom states)
by James Marcinek 22 Sep '05

22 Sep '05

Hello All, Is there any other way to change the state of a ticket other than creating or contacting a customer? I created a couple of new states but can only see them when I contact someone. I would like to see these fields in the zoom view. Thanks, James

3 2

LDAP Customer Auth, eDirectory, Identity Manager DirXML
by Matt Midson 22 Sep '05

22 Sep '05

Hello, I am new to OTRS and I have been able to get the Agent and Customer Auth working with my eDirectory LDAP based environment. The agent accounts are being created on initial login based on a group membership, however during testing, when customer accounts attempt to log in for the first time the error "Panic! No User Data!" is returned. Is there a way to automatically create the required customer account details in the database, based on the details in the LDAP Directory, at time of login, or does this have to be a manual process? If it is a manual process, can I populate the database by running a cron job, sync-ldap2dp.pl and then use the LDAP Auth for the day to day login? If so is there any advise you would like to give this newbie? I also have another option for creating this information and that is to write it directly into the MySQL database via Novell's Identity Manager (DirXML). Where can I find more information on the user creation process in OTRS, database tables and any background processes that might need to run during the creation process. Thanks in advance. Matt

1 0

Auto filled fields
by Florian 22 Sep '05

22 Sep '05

Hello all, Is it possible, while creating a customer account, to generate the login based on the first name and last name (for example) just entered ? But I still want the field to appear so the agent creating the account can tell the customer what's his login... -> that will help the agent while allowing him to change the login if necessary Another similar need : when an agent chooses a customer while creating a phone-ticket (by clicking on the "customer" link and searching it in the database) it auto-fills the "From" field with the first-name and last-name of the customer previously selected -> that will help the agent but also allow him to change the "From" field if necessary Thanks for your help ! -- Florian

2 2

Upgrade from 1.3 to 2.0.2
by Danie Theron 22 Sep '05

22 Sep '05

Hi , Been using otrs and it is quite impressive. I'm running a Debian (Ubuntu) system , and was wondering what the process is for upgrading to ver 2 , but on the download section I see it still refers to the otrs_2.0.1p01-1.Is this still a beta version? Will there be an actual release of a stable version (for Debian) for upgrading? My question is , can I go ahead and upgrade with the above mentioned package? , and if someone has any tips/pitfalls for upgrading on Debian that would be greaty appreciated :) -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : danie(a)verpakt.com tel : +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

1 0

Semi-succesfull upgrade from 1.1.3 to 2.0
by Grimes, David 22 Sep '05

22 Sep '05

Wasn't much to the actual upgrade itself. Just a matter of catching the db up to the latest set of tables. The kicker was reconfiging all the options, but I survived. Now I'm trying to play with some of the new options in particular the package manager thing. I love addon's! Addon's are cool! Seriously though I'd like to check out the calender and the some packages in the sirous directory have caught my eye. Unfortunately I get errros when trying to "update" the online repository from the admin interface. it refreshes as if nothing happened. in otrs log I get... [Thu Sep 22 03:43:36 2005][Error][Kernel::System::Package::_Download][1288] Can't get file from ftp://ftp.otrs.org/misc/packages/repository.xml <ftp://ftp.otrs.org/misc/packages/repository.xml> : 404 Can't chdir to misc [Thu Sep 22 03:50:33 2005][Error][Kernel::System::Package::_Download][1288] Can't get file from ftp://ftp.otrs.org/misc/packages/repository.xml <ftp://ftp.otrs.org/misc/packages/repository.xml> : 404 Can't chdir to misc I attempted to configure some other urls through sysconfig but I couldn't figure out the right syntax I got close as these errors pointed out.... [Thu Sep 22 00:56:05 2005][Error][Kernel::System::Package::_Download][1288] Can't get file from ftp.otrs.org/pub/otrs/sirios/packages/otrs.xml <ftp://ftp.otrs.org/pub/otrs/sirios/packages/otrs.xml> : 400 URL must be absolute I then gave and pulled the opm's locally but then I got [Error][Kernel::System::Package::PackageInstall][465] Sorry, can't install package, because package is not for your Framework!! On all the packages that I tried.... Using opm.pl nets met the same framework error msg... however i used -f and installed the SystemStatus and it went fine.... I won't assume that will be the case on all packages. Any thoughts? Thanks for the great update lots of new features! I'm still looking for an easy way to set up a page/sms on high priority tickets...... Thanks!

1 0

HowTo: make customer receive email if I post a note
by Juris Smits 21 Sep '05

21 Sep '05

Hello, I am looking for a way to accomplish following thing that I add a note to existing ticket and customer will receive a notification about it in his/her mailbox. Is that possible? I have tried with note-external, but in that case customer does not get email and can see the note only through customer interface. Thanks in advance, Juris

2 1

RE: [otrs] Migrating from OTRS 1 to OTRS2
by Are Hoel 21 Sep '05

21 Sep '05

I recently did an upgrade from 1.2.2 to 2.0.2 and simply using that script is not enough. I found several changes that did not get done, and I fixed those manually. The best way to approach this would be to compare the old schema with the new one and do all the changes, but check that update sql file as they do some table alterations in a special way (alter table, update data then alter again). The way I did it (not the best way) was to use the old database run the update script and use the web interface to weed out initial differences by clicking some links. Then I ran PostMasterPOP3.pl manually and found some bugs. I think we still have som table alterations to finnish off, but it works now. :) Best regards Are Hoel Systems Administrator Telio AS - www.telio.no > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Bryan Fullerton > Sent: 20. september 2005 21:51 > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Migrating from OTRS 1 to OTRS2 > > On 9/20/05, Braun Brelin <bbrelin(a)gmail.com> wrote: > > > > Is there a preferred method for migrating the MySQL db to > the new instance > > of OTRS? > > Yes, it is preferred that you read the UPGRADING file in the OTRS > package, which was specifically written to assist with upgrading from > 1.3 to 2.x (if you're upgrading from 1.2 or earlier there will be > other steps required). > > It includes: > ===== > *) Update the database changes with: > MySQL: > cat $OTRS_HOME/scripts/DBUpdate-to-2.0.mysql.sql | mysql -p -f > -u root otrs > PostgreSQL: > cat $OTRS_HOME/scripts/DBUpdate-to-2.0.postgresql.sql | > psql otrs > ===== > > Change the mysql command line options as required for your setup. > > Bryan > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > =http://www.otrs.de/ > >

2 1

PostMaster Filtering
by Danie Theron 21 Sep '05

21 Sep '05

Hi , Can one setup a filtering rule to assign "spam" messages into a spam queue as well as set the Ignore flag on. Basically we want to put all spam related messages (lets's say with subject "free etc etc")into a spam queue and not recieve any notification on it. I presume the easiest way is to not assign any group/user to that spesific queue? Hope that made sense... -- Regards , @-----------------------------@ | Danie Theron | | Systems Administrator | | Verpakt Management Services | | email : danie(a)verpakt.com | | tel : +2711 6020117 | @-----------------------------@ If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

2 3

Please Help Me
by Nicaury Benitez Cortorreal 21 Sep '05

21 Sep '05

Hello I install OTRS 2.0.2 on RED Hat BOx from RPM and i have this error: make new tickets from customer.pl Software error: Can't write /opt/otrs/var/log/TicketCounter.log: at /opt/otrs//Kernel/System/Ticket/Number/DateChecksum.pm line 89. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. look that : otrs/bin/./SetPermissions.sh /opt/otrs apache apache apache SetPermissions.sh <$Revision: 1.27 $> - set OTRS file permissions Copyright (c) 2001-2004 Martin Edenhofer <martin(a)otrs.org> Setting file permissions... chown -R apache:apache /opt/otrs chmod -R og+rw /opt/otrs chown apache:apache /opt/otrs chown apache:apache /opt/otrs/.fetchmailrc chmod 0710 /opt/otrs/.fetchmailrc chown apache:apache /opt/otrs/.procmailrc chmod 0644 /opt/otrs/.procmailrc chown apache:apache /opt/otrs/.mailfilter chmod 0600 /opt/otrs/.mailfilter chown -R apache:apache /opt/otrs/var/ chown -R apache:apache /opt/otrs/var/sessions/ touch && chown apache:apache /opt/otrs/var/log/TicketCounter.log chmod -R 775 /opt/otrs/bin/ (chown && chmod 700) apache:0 /opt/otrs/bin/DeleteSessionIDs.pl (chown && chmod 700) apache:0 /opt/otrs/bin/UnlockTickets.pl (chown && chmod 700) apache:0 /opt/otrs/bin/otrs.getConfig And now look [root@networks opt]# ls -la total 13268 drwxr-xr-x 3 root root 4096 Sep 18 16:13 . drwxr-xr-x 25 root root 4096 Sep 19 09:05 .. drwxrwxr-x 7 apache apache 4096 Sep 18 16:13 otrs [root@networks log]# ls -la total 20 drwxrwsr-x 2 apache apache 4096 Sep 18 16:13 . drwxrwxr-x 10 apache apache 4096 Sep 18 16:13 .. -rw-rw-r-- 1 apache apache 0 Sep 21 09:09 TicketCounter.log uhmmmm ????? 1.-http://localhost/otrs/index.pl?Action=AdminPackageManager Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.sh !!! For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. 2.-http://localhost/otrs/index.pl?Action=AdminSysConfig Error: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! oohhh god help me please my webgroup is apache help me help me please Nbenitez

1 0

Delete mail after fatching
by Are Hoel 21 Sep '05

21 Sep '05

We use OTRS v2.0.2 and have a problem with mail. PostMasterPOP3.pl is used to fetch mail from an exchange server. Some times this just flakes out with different errors. The current problem is "Use of uninitialized value in division (/) at ./bin/PostMasterPOP3.pl line 181." followed by "Got no Email at /opt/otrs/Kernel/System/PostMaster.pm line 45." when running manually. The biggest problem is that the script does'nt delete each mail after processing, but waits until it reaches it's limit and then fetches mails double. How can we avoid this? Best regards Are Hoel Systems Administrator Telio AS - www.telio.no

1 0

datetime
by Yalcin ERDEM 21 Sep '05

21 Sep '05

Hi, I have OTRS 2.0.1 version. I have configured Otrs ; default Charset>>iso-8859-9 Deafult Lnaguage>>tr(turkish) But after I configured these options, I take an error >>>" DateFormat needs to be translated! " on my ticket's "created" tab. So, I cant see my tickets creeated date. How can I resolve this issue? Thanks.

1 0

LDAP question
by Luca Tebaldi 21 Sep '05

21 Sep '05

hi, hi have a problem with ldap customer autentication the ldap server is openldap hi have just installed net::ldap hi have copy the code into Config.pm but not run :( when i go into admin intervace and search a customer i have only database backend... some idea??? thanck's a lot Luca --

2 2

"Customer Users <-> Groups" mapping with external Customer User Backend DB
by Roberto Giana 20 Sep '05

20 Sep '05

Hi Has anybody a working OTRS configuration with an external Customer User Backend DB, meanwhile also using "Customer Users <-> Groups" mapping? -- Best regards Roberto Giana _____________________________________________________ Giana Roberto Consulting - GiaRoCo https://www.giaroco.ch/ _____________________________________________________

1 0

OTRS "From:" address
by Matt Linton 20 Sep '05

20 Sep '05

As crazy as it sounds, my team would like EMail notifications SENT by OTRS (The new ticket notifications to the sysadmins) to have the "From:" address of the person who sent in the email, so they can respond by mail if away. 1) Can this be done? 2) If it's not a config option, can someone point me at least to the correct perl module, or lines?

1 0

Upgrading to Version 2
by Rowland, Lane 20 Sep '05

20 Sep '05

We have been using OTRS for quite some time. I recently downloaded the latest version however it does not appear to support importing all my old ticket data. After I import the data I get an error trying to initiate a session. Is there some trick to migrating all my old data into the latest version? Thanks Lane Rowland, City of Tacoma

1 0

Migrating from OTRS 1 to OTRS2
by Braun Brelin 20 Sep '05

20 Sep '05

Hello all, I'm trying to do a migration from OTRS 1.x to 2.x. My question is: Has the database schema changed? I'm getting errors like the following: Sep 21 06:52:49 localhost OTRS-CGI-10[2050]: [Error][Kernel::System::Ticket::Article::ArticleGet][Line:964]: Unknown column 'st.freekey3' in 'field list', SQL: 'SELECT sa.ticket_id, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_reply_to, sa. a_message_id, sa.a_body, st.create_time_unix, st.ticket_state_id, st.queue_id, sa.create_time, sa.a_content_type, sa.create_by, st.tn <http://st.tn>, article_sender_type_id, st.customer_id, st.until_time, st.ticket_priority_id, st.customer_user_id, st.user_id, su.login, sa.article_type_id, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.ticket_answered, sa.incoming_time, sa.id <http://sa.id>, st.freekey1, st.freetext1, st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4, st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6, st.freekey7, st.freetext7, st.freekey8, st.freetext8, st.ticket_lock_id, st.title, st.escalation_start_time, st.freetime1 , st.freetime2 FROM article sa, ticket st, system_user su where sa.id<http://sa.id>= 137072 AND sa. Is there a preferred method for migrating the MySQL db to the new instance of OTRS? THanks, Braun Brelin

2 1

Login not functional under BSD - crypt() issue?
by Wade Naveja 20 Sep '05

20 Sep '05

Greetings! After installing OTRS 2.0.2, I am not able to login with the default username/password: root@localhost/root. OTRS 2.0.2 is installed on a server running the following: FreeBSD 5.4 Perl v5.8.6 Apache 2.0.54_2 MySQL 4.1.13 Login attempts generate the following in /var/log/messages: Sep 15 12:56:34 hostname OTRS-CGI-10[17421]: [Notice][Kernel::System::Auth::DB::Auth] The crypt() of your mod_perl(2) is not working correctly! Update mod_perl! Sep 15 12:56:34 hostname OTRS-CGI-10[17421]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication with wrong Pw!!! (REMOTE_ADDR: xxx.xxx.xxx.xxx) The notice re: "The crypt() of your mod_perl(2) is not working correctly! Update mod_perl!" comes from this portion of Kernel/System/Auth/DB.pm: # and do this check only in such case (unfortunately there is a mod_perl2 # bug on RH8 - check if crypt() is working correctly) :-/ if (($Salt =~ /^\$\d\$/) || (crypt('root', 'root@localhost') eq 'roK20XGbWEsSM')) { $CryptedPw = crypt($Pw, $Salt); } else { $Self->{LogObject}->Log( Priority => 'notice', Message => "The crypt() of your mod_perl(2) is not working correctly! Update mod_perl!", ); my $TempSalt = quotemeta($Salt); my $TempPw = quotemeta($Pw); my $CMD = "perl -e \"print crypt('$TempPw', '$TempSalt');\""; open (IO, " $CMD | ") || print STDERR "Can't open $CMD: $!"; while (<IO>) { $CryptedPw .= $_; } close (IO); chomp $CryptedPw; As stated above, the machine is not running mod_perl or Redhat Linux. There is a difference between the crypt() functions on FreeBSD and Linux. It appears that others have run into this issue in the past: http://lists.otrs.org/pipermail/otrs/2004-April/004706.html http://lists.otrs.org/pipermail/otrs-de/2005-August/004319.html Can someone suggest a fix or work-around for this? If additional system configuration information would be helpful, I'd be happy to provide it. Regards, Wade Naveja <wade(a)naveja.net>

3 5

SQL Injection
by Owen Stenseth 20 Sep '05

20 Sep '05

This is probably a topic for the development list but I wonder what other peoples thoughts are. We are now using OTRS internally at our company and things are going very well. After having gone through the code and running into some quoting errors (QuoteSingle is spelled incorrectly in the source) I discovered that OTRS uses a lot of built up string queries. These are the types of queries that are prone to SQL Injection attacks. I realize that OTRS does it's best to handle the quoting of parameters for you but it is still a concern when you could instead use posisitional parameters and allow the DBD drivers to handle the low level quoting. Has anyone else out there done an SQL Injection risk assessment for OTRS? What do the developers think, I know they are concerned with the security of their product. Thanks, Owen

1 0

Postmaster Filter Question
by Danie Theron 20 Sep '05

20 Sep '05

Hi , What is the correct syntax for sending all mail "From:" a spesific domain to a spam queue. Tried redexp values ( to my limited knowledge): Match Header 1: From Value : /\(a)somedomain\.com/ Set Header 1: X-OTRS-Queue Value : spam Seems this does not work , or I am misunderstanding the manual :) TIA -- Regards , @-----------------------------@ | Danie Theron | | Systems Administrator | | Verpakt Management Services | | email : danie(a)verpakt.com | | tel : +2711 6020117 | @-----------------------------@ If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

1 0

Update
by Kalongo MULAMBA 20 Sep '05

20 Sep '05

Hello, I'd like to update OTRS 1.2.4 for Windows to V.2.0.2 for windows. How can I do, without losing any datas Thanks, Kalongo

1 0

RE: [otrs] otrs forum/wiki
by Vådahl Thomas 20 Sep '05

20 Sep '05

> > I wholeheartedly agree. Something that would have some robust > > searching capability would be nice, especially if it is easy to use. > > Why not use the FAQ module within OTRS? Would it suit the needs of the community? > > There is a FAQ up at http://faq.otrs.org/ which I think is using the OTRS engine, > but it's not open for submissions from the wild. > > I'd be happy to host a support/FAQ wiki. I don't see the value in a web discussion > forum -- that need is met by these mailing lists. I undoubtly think a forum is much better than a mailing-list. First, the threads are kept organized no matter what. Second, the search capabilities are much better. Third, the threshold for joining a forum is much lower that joining a mailing-list. In my opinion, forums supersedes mailing-lists. I'd be happy to host an OTRS forum, but as others have said before; this forum must be official. If the OTRS team agrees, we could just add forum.otrs.org as a DNS entry pointing to whatever server the forum is hosted on. I serve a couple of forums today on our linux servers, and have long experience with several types of forum software. Kind regards, Thomas Vådahl

1 0

Request for OTRS 2.0 language translations
by Martin Edenhofer 20 Sep '05

20 Sep '05

2 1

Limiting a customer to low and normal priority ticket opening
by Roberto Giana 19 Sep '05

19 Sep '05

Hi I'm looking for a way of limiting a customer to open tickets with a priority higher than normal. What I'm trying to do is that a customer can open tickets with priority "low" or "normal" using mail and web but forcing him to open a ticket by phone for "high" priority tickets. Is there a way in OTRS 2.0.2? -- Best regards Roberto Giana _____________________________________________________ Giana Roberto Consulting - GiaRoCo https://www.giaroco.ch/ _____________________________________________________

1 0

RE: [otrs] note-external not available on tickets 2.0.2
by Seigafuse, Mike 19 Sep '05

19 Sep '05

From Defaults.pm: # --------------------------------------------------- # # defaults for add note # # --------------------------------------------------- # # default note type $Self->{DefaultNoteType} = 'note-internal'; $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 0, 'note-report' => 0, Copy this section to your Config.pm and change the value of note-external to 1. That should do the trick (I just tested it and it worked for me). Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leah Cunningham Sent: Friday, September 16, 2005 6:30 PM To: otrs(a)otrs.org Subject: [otrs] note-external not available on tickets 2.0.2 Hi, I have asked about this before, but never got a response so I am trying again. I cannot find anywhere in the documentation or the system information on what settings to look at to enable the note-external. All of the tickets coming into the system have the option of adding an internal note, but the documentation mentions that there should be a note-external that customers can see with the customer interface. I have the customer interface set up and it appears to be working okay. I am using LDAP for the backends for the Customer and auth. If anyone knows anything about this, I would really appreciate it. Leah -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada _______________________________________________ OTRS mailing list: otrs - 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.

5 4

RE: [otrs] otrs forum/wiki
by West, Bradley G. 19 Sep '05

19 Sep '05

I wholeheartedly agree. Something that would have some robust searching capability would be nice, especially if it is easy to use. Why not use the FAQ module within OTRS? Would it suit the needs of the community? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of John A. Heidingsfelder Jr. Sent: Thursday, September 15, 2005 8:34 AM To: otrs(a)otrs.org Subject: Re: [otrs] otrs forum/wiki I third that. This mailing list is very high volume. And it's all valid questions with some not so easy answers. Would be nice to have a forum... something as simple as phpBB would work. Thing is, I may have to unsubscribe to this list because of the high volume. So, yes I agree. But should this be an official otrs forum, or a community only one. Getting a domain name and web host isn't a big deal, but perhaps having it ride on a subdomain of otrs.org(forums.otrs.org) would be best. John On Thu, 2005-09-15 at 05:47 -0400, Trevor Vaughan wrote: > I second that, who's got hosting space and the time to implement/secure it? > > Will it be moderated (hopefully). > > Trevor > > On 9/14/05, Sumo664 <sumo664(a)yahoo.co.uk> wrote: > > Sounds like a good idea to me.... > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike > > Conigliaro > > Sent: 13 September 2005 22:25 > > To: otrs(a)otrs.org > > Subject: [otrs] otrs forum/wiki > > > > why not create an otrs forum/wiki? i see tons of questions going unanswered > > every day. i think a forum would alleviate this, since posts can be > > categorized and searched much easier. a wiki would be great for howtos and > > other documentation. > > > > -- > > Mike Conigliaro > > Proactive Technologies > > conigliaro(a)getproactivenow.com > > 203.239.0440 ext.17 > > http://www.getproactivenow.com > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support oder Consulting für Ihr OTRS System? > > => http://www.otrs.de/ > > > > > > > > > > > > ___________________________________________________________ > > Yahoo! Messenger - NEW crystal clear PC to PC calling worldwide with voicemail http://uk.messenger.yahoo.com > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support oder Consulting für Ihr OTRS System? > > > http://www.otrs.de/ > > > > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting fr Ihr OTRS System? => http://www.otrs.de/

2 1

turn off JavaScript alert on the bulk action checkbox?
by patrick cranston 19 Sep '05

19 Sep '05

hello - is there a way to disable the JavaScript alert ("Ticket selected for bulk action!") that pops up when you select a ticket for Bulk Action? thanks, patrick

3 2

Questions about upgrading.
by Jason Lixfeld 19 Sep '05

19 Sep '05

I'm running a CVS installation from July 15th. I think it's around the time of 2.0.0 beta5. I'd like to upgrade to the current release (2.0.2 source) but I'm not sure what the best practice is for doing so. I tried by copying the changed files from my 2.0.0 beta5 install overtop of a clean 2.0.2 source install, but that didn't go as well as I expected. All the tickets were there and at first glance everything worked OK, but when I dug a little deeper, I lost all the ticket history. For example, if I click Zoom on a ticket, I would usually be able to see the history of a ticket. Agent responses, Customer responses, notes, etc. After upgrading to 2.0.2 I see none if that. All I see is a whatever updates have been made to that particular thread of the ticket. Is this something that I'm doing wrong or is this some new expected behavior? I didn't touch the database. What I did to find the changed files was: root@eshara# find . -mtime -58d ./var/log/TicketCounter.log ./var/spool ./var/tmp ./var/tmp/TicketHistoryCache ./var/tmp/TicketHistoryCache/2005 ./var/tmp/TicketHistoryCache/2005/07 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_11_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_21_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_7_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_26_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_2_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_17_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_22_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_1_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_18_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_23_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_13_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_16_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_6_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_27_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_25_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_3_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_9_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_12_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_14_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_15_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_20_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_8_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_4_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_24_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_10_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_19_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_5_2005\-07\-31 ./var/tmp/Kernel-System-Stats-NewTickets-2005-07.cache ./Kernel/Config/Files/Ticket.xml ./Kernel/Config/Files/TicketPostMaster.pm ./Kernel/Config.pm root@eshara# then copied all these files (which were changed after the system was installed) over to the new fresh installation. Any ideas?

2 1

RE: [otrs] note-external not available on tickets 2.0.2
by Seigafuse, Mike 19 Sep '05

19 Sep '05

I'm using 1.3.2, I haven't looked at 2.x yet. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Conigliaro Sent: Monday, September 19, 2005 10:22 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] note-external not available on tickets 2.0.2 that's weird. i dont have that in my defaults.pm... /opt/otrs # grep -r DefaultNoteType * CHANGES: - (2003/04/13) added config option DefaultNoteTypes (used note Kernel/Modules/AgentTicketClose.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketClose.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) { Kernel/Modules/AgentTicketNote.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketNote.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) { Kernel/Modules/AgentTicketPending.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketPending.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) { Kernel/Modules/AgentTicketBulk.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketBulk.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) { Seigafuse, Mike wrote: > From Defaults.pm: > > # --------------------------------------------------- # > # defaults for add note # > # --------------------------------------------------- # > # default note type > $Self->{DefaultNoteType} = 'note-internal'; > $Self->{DefaultNoteTypes} = { > 'note-internal' => 1, > 'note-external' => 0, > 'note-report' => 0, > > Copy this section to your Config.pm and change the value of note-external to 1. That should do the trick (I just tested it and it worked for me). > > Mike > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leah Cunningham > Sent: Friday, September 16, 2005 6:30 PM > To: otrs(a)otrs.org > Subject: [otrs] note-external not available on tickets 2.0.2 > > Hi, > > I have asked about this before, but never got a response so I am trying > again. I cannot find anywhere in the documentation or the system > information on what settings to look at to enable the note-external. > All of the tickets coming into the system have the option of adding an > internal note, but the documentation mentions that there should be a > note-external that customers can see with the customer interface. > > I have the customer interface set up and it appears to be working okay. > I am using LDAP for the backends for the Customer and auth. If anyone > knows anything about this, I would really appreciate it. > > Leah > > > ------------------------------------------------------------------------ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ 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

Mail to several agents when new mail arrives
by Are Hoel 19 Sep '05

19 Sep '05

I've just upgraded from v1.2.2 to v2.0.2 and when email arrives some of the agents receive several mails when an email arrives. I've instructed them to turn off "Follow uo notification" and "Ticket lock timeout notification" and select a queue with little activity as their "subscribed" ones. This seems to solve the immediate problem, but I can't really see it as a good permanent solution. Is this a known problem? What could be the solution? Best regards Are Hoel Systems Administrator Telio AS - www.telio.no

1 0

linked tickets
by Daniel Balan 19 Sep '05

19 Sep '05

Hello otrs, I am using a lot of linked tickets, but upgrading from 1.3.2 to 2.0.2 I was surprised to see all of my links are gone. Did anyone experienced the same issue? Is there a script to fix it? Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

1 0

Newline characters removed from incoming emails
by Sheline, Carl (LLU) 18 Sep '05

18 Sep '05

When PostMasterPOP3.pl gets the new messages, do the messages then go to EmailParser.pm before becoming a ticket in OTRS? I'm trying to discover where OTRS is stripping all of the newline characters from incoming emails. Thanks, Carl

1 0

note-external not available on tickets 2.0.2
by Leah Cunningham 16 Sep '05

16 Sep '05

Hi, I have asked about this before, but never got a response so I am trying again. I cannot find anywhere in the documentation or the system information on what settings to look at to enable the note-external. All of the tickets coming into the system have the option of adding an internal note, but the documentation mentions that there should be a note-external that customers can see with the customer interface. I have the customer interface set up and it appears to be working okay. I am using LDAP for the backends for the Customer and auth. If anyone knows anything about this, I would really appreciate it. Leah -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada

2 1

RE: [otrs] What do I need to configure to change the SystemAdmiistratoremail address?
by Varsani, Rajendrakumar (PSD) 16 Sep '05

16 Sep '05

I looked there already. It's correctly set to : otrshelp(a)psd.defra.gsi.gov.uk : ( Rajendrakumar Premji Varsani BSc (Hons) ____________________________________ Database & Application Support Team Telephone: 01904 45 5805 Mobile: 07968 243125 rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Room134, Mallard House, PSD, Kings Pool, York, YO1 7PX PSD Website: http://www.pesticides.gov.uk -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Art Powell Sent: Friday, September 16, 2005 12:09 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] What do I need to configure to change the SystemAdmiistratoremail address? Varsani, Go into Admin. Then click on "Email Addresses". Then click on "OTRS System" on the left side and the "change" button. Change this address to the email you want and it should fix the problem. Art Powell Diamond IT Services 1-512-517-6472 art(a)diamonditservices.com For support email support(a)diamonditservices.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Varsani, Rajendrakumar (PSD) Sent: Friday, September 16, 2005 6:05 AM To: User questions and discussions about OTRS.org Subject: [otrs] What do I need to configure to change the System Admiistratoremail address? Folks, I've configured something incorrectly but I can't work out how to correct it. OTRS thinks that the System Administrator is postmaster(a)psd.defra.gsi.gov.uk when I want it to be me. How do I change it? It results in circular emails at the moment which is confusing and causes extra work. Hi Rajendrakumar, You got a follow up! "System Administrator" <postmaster(a)psd.defra.gsi.gov.uk> wrote: <snip> > Your message > > To: System Administrator > Subject: [Ticket#: 2005091610000015] New State 'closed successful'! > Sent: Fri, 16 Sep 2005 09:54:24 +0100 > > did not reach the following recipient(s): > > postmaster(a)psd.defra.gsi.gov.uk on Fri, 16 Sep 2005 09:54:29 +0100 > The e-mail account does not exist at the organization this message > was sent to. Check the e-mail address, or contact the recipient > directly to find out the correct address. > <EXCHANGE.solar.local #5.1.1> <snip> Click on http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=4474 for full details Your OTRS Notification Master Rajendrakumar Varsani BSc (Hons) Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: 07968 243125 Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f|r Ihr OTRS System? => http://www.otrs.de/

2 1

configuration - ticket ownership
by Gabriela Rodriguez Beron 16 Sep '05

16 Sep '05

Hi!! Do you know if there is a way to configure otrs to not "hide" the tickets when somebody take them from the queue (when the ticket get an owner)? thanks, Gabriela

1 0

RE: [otrs] Inserting company logo
by James Marcinek 16 Sep '05

16 Sep '05

Thanks Mike! "User questions and discussions about OTRS.org" <otrs(a)otrs.org> wrote: > Mine is in /opt/otrs/var/httpd/htdocs/images/Standard > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek > Sent: Friday, September 16, 2005 10:26 AM > To: otrs(a)otrs.org > Subject: RE: [otrs] Inserting company logo > > Thanks Mike, > > I see the following: > > 'src="$Env{"Images""}mylogo.png"> </td>' > > Can you tell me what directory you put this into so I know where to place it? > I'm running linux (RH), I only need a general idea where to put it. > > Thanks, > > James > > > "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > wrote: > > It is in the CustomerHeader.dtl file for whichever theme you are using. Here > is an extrac of mine... > > > >  > > <table border="0" width="100%" cellspacing="0" cellpadding="8"> > > <tr> > > <td width="120" class="header"><img border="0" align="left" > src="$Env{"Images""}mylogo.png"> </td> > > <td class="header">My Helpdesk</td> > > </tr> > > <tr> > > > > Mike > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James > Marcinek > > Sent: Friday, September 16, 2005 9:54 AM > > To: otrs(a)otrs.org > > Subject: [otrs] Inserting company logo > > > > Hello Everyone, > > > > Can someone point me to the file that I need to modify to put a company logo > in? > > I recall the customer logon site has this available. I believe it's in the > > CustomerHeader.dtl file. I found and modified the Syntax. I was looking for > the > > 'add logo here...' text (something like that anyway), but could not find it. > > > > Thanks, > > > > James > > > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support oder Consulting 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. > > > > > _______________________________________________ > OTRS mailing list: otrs - 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] Inserting company logo
by Seigafuse, Mike 16 Sep '05

16 Sep '05

Mine is in /opt/otrs/var/httpd/htdocs/images/Standard -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek Sent: Friday, September 16, 2005 10:26 AM To: otrs(a)otrs.org Subject: RE: [otrs] Inserting company logo Thanks Mike, I see the following: 'src="$Env{"Images""}mylogo.png"> </td>' Can you tell me what directory you put this into so I know where to place it? I'm running linux (RH), I only need a general idea where to put it. Thanks, James "User questions and discussions about OTRS.org" <otrs(a)otrs.org> wrote: > It is in the CustomerHeader.dtl file for whichever theme you are using. Here is an extrac of mine... > >  > <table border="0" width="100%" cellspacing="0" cellpadding="8"> > <tr> > <td width="120" class="header"><img border="0" align="left" src="$Env{"Images""}mylogo.png"> </td> > <td class="header">My Helpdesk</td> > </tr> > <tr> > > Mike > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek > Sent: Friday, September 16, 2005 9:54 AM > To: otrs(a)otrs.org > Subject: [otrs] Inserting company logo > > Hello Everyone, > > Can someone point me to the file that I need to modify to put a company logo in? > I recall the customer logon site has this available. I believe it's in the > CustomerHeader.dtl file. I found and modified the Syntax. I was looking for the > 'add logo here...' text (something like that anyway), but could not find it. > > Thanks, > > James > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting 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. > _______________________________________________ OTRS mailing list: otrs - 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] Inserting company logo
by Seigafuse, Mike 16 Sep '05

16 Sep '05

It is in the CustomerHeader.dtl file for whichever theme you are using. Here is an extrac of mine...  <table border="0" width="100%" cellspacing="0" cellpadding="8"> <tr> <td width="120" class="header"><img border="0" align="left" src="$Env{"Images""}mylogo.png"> </td> <td class="header">My Helpdesk</td> </tr> <tr> Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek Sent: Friday, September 16, 2005 9:54 AM To: otrs(a)otrs.org Subject: [otrs] Inserting company logo Hello Everyone, Can someone point me to the file that I need to modify to put a company logo in? I recall the customer logon site has this available. I believe it's in the CustomerHeader.dtl file. I found and modified the Syntax. I was looking for the 'add logo here...' text (something like that anyway), but could not find it. Thanks, James _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting 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] Inserting company logo
by James Marcinek 16 Sep '05

16 Sep '05

Thanks Mike, I see the following: 'src="$Env{"Images""}mylogo.png"> </td>' Can you tell me what directory you put this into so I know where to place it? I'm running linux (RH), I only need a general idea where to put it. Thanks, James "User questions and discussions about OTRS.org" <otrs(a)otrs.org> wrote: > It is in the CustomerHeader.dtl file for whichever theme you are using. Here is an extrac of mine... > >  > <table border="0" width="100%" cellspacing="0" cellpadding="8"> > <tr> > <td width="120" class="header"><img border="0" align="left" src="$Env{"Images""}mylogo.png"> </td> > <td class="header">My Helpdesk</td> > </tr> > <tr> > > Mike > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek > Sent: Friday, September 16, 2005 9:54 AM > To: otrs(a)otrs.org > Subject: [otrs] Inserting company logo > > Hello Everyone, > > Can someone point me to the file that I need to modify to put a company logo in? > I recall the customer logon site has this available. I believe it's in the > CustomerHeader.dtl file. I found and modified the Syntax. I was looking for the > 'add logo here...' text (something like that anyway), but could not find it. > > Thanks, > > James > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting 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

Inserting company logo
by James Marcinek 16 Sep '05

16 Sep '05

Hello Everyone, Can someone point me to the file that I need to modify to put a company logo in? I recall the customer logon site has this available. I believe it's in the CustomerHeader.dtl file. I found and modified the Syntax. I was looking for the 'add logo here...' text (something like that anyway), but could not find it. Thanks, James

1 0

RE: [otrs] What do I need to configure to change the System Admii strator email address?
by West, Bradley G. 16 Sep '05

16 Sep '05

Rajendrakumar, Take a look in your Default.pm file. What is the value for $Self->{AdminEmail}? Also, take a look in your system addresses to see which ones are noted in the database. I hope this helps 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 Varsani, Rajendrakumar (PSD) Sent: Friday, September 16, 2005 7:05 AM To: User questions and discussions about OTRS.org Subject: [otrs] What do I need to configure to change the System Admiistrator email address? Folks, I've configured something incorrectly but I can't work out how to correct it. OTRS thinks that the System Administrator is postmaster(a)psd.defra.gsi.gov.uk when I want it to be me. How do I change it? It results in circular emails at the moment which is confusing and causes extra work. Hi Rajendrakumar, You got a follow up! "System Administrator" <postmaster(a)psd.defra.gsi.gov.uk> wrote: <snip> > Your message > > To: System Administrator > Subject: [Ticket#: 2005091610000015] New State 'closed successful'! > Sent: Fri, 16 Sep 2005 09:54:24 +0100 > > did not reach the following recipient(s): > > postmaster(a)psd.defra.gsi.gov.uk on Fri, 16 Sep 2005 09:54:29 +0100 > The e-mail account does not exist at the organization this message > was sent to. Check the e-mail address, or contact the recipient > directly to find out the correct address. > <EXCHANGE.solar.local #5.1.1> <snip> Click on http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=4474 for full details Your OTRS Notification Master Rajendrakumar Varsani BSc (Hons) Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: 07968 243125 Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

1 0