- otrs - OTRS mailing lists

RE: [otrs] Ticket number generator reset
by West, Bradley G. 16 Sep '05

16 Sep '05

Duarte, I think you are going to run into problems using the same ticket numbers over and over again as time progresses. One suggestion I have would be to change your System ID annually to prefix with the year, then you could successfully reset the starting ticket number in the TicketCounter.Log file (I think) or you could simply change over to the DateChecksum method. In scenario 1 your tickets would be 200500001 if you choose a 5 digit MinCounterSize In scenario 2 your ticket numbers would be 2005091607163400001 If you don't want to change your system ID or your ticket numbering method then my suggestion would be to export your database (MySQL?) into a sql script and edit out the ticket related fields and subsequently reimport the data after dropping and recreating the database. (Don't forget the permissions grants) I hope this helps Brad West Network/Systems Engineer Spang & Company bwest(a)spang.com <mailto:bwest@spang.com> _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Duarte Cordeiro Sent: Friday, September 16, 2005 6:17 AM To: User questions and discussions about OTRS.org Subject: [otrs] Ticket number generator reset Hi, Yesterday we've created with our ticket number 19000. Adding this to our system id (that I wrongly choose as 10), we have a ticket numbers like 1019000. I would like to reset this number every year, so what I would like to know is: - if I change the number in TicketCounter.log do the ticket numbering restart ? - Is there any implication to this ? Does otrs stops working correctly? What happens if a user reply to a ticket number that exists twice in the database? Thanks, Duarte Cordeiro

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What do I need to configure to change the System Admiistrator email address?
by Varsani, Rajendrakumar (PSD) 16 Sep '05

16 Sep '05

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.

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No Sent Date and Time in OTRS Emails and notification
by Asim Ansari 16 Sep '05

16 Sep '05

Hi, I see "Sent: None" in email (Ms Outlook 2003) replies/notifications sent by OTRS (1.3.2) running on RHEL 3 AS, I have tried sending this email from my two different email servers (qmail and VPOP) but both have the same results. I am sure there is some thing wrong with OTRS, email servers are working perfectly. Please help. Asim

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Error: Module '' not found!
by Daniel Balan 16 Sep '05

16 Sep '05

Hello , I just upgraded from 1.3.2 to 2.0.2 and I get the error below while trying to modify or add a user( after click on Submit or Change) The ideea is that the changes are submitted, but the error is not that nice. Error: Module '' not found! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-1 Perl: 5.8.6 OS: linux Time: Fri Sep 16 12:20:46 2005 Message: Module '' not found! Traceback (22875): Module: Kernel::Modules::AdminUser::Run (v1.29 ) Line: 81 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 687 Module: /data/otrs-bitdefender/bin/cgi-bin/index.pl (v1.80) Line: 47 Any help ? 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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problem with auto reply
by Karkhanis 16 Sep '05

16 Sep '05

Hi, When a customer sends a mail to my OTRS system, the auto reply generated has strange "From Address". The from address contains the same domain from which the customer has sent his mail. For example, if the customer has sent a mail from abc(a)yahoo.com, he receives an autoreply from tech(a)yahoo.com instead of support(a)mydomain.com that has been configured what could be the reason for this. If you want to understand the exact issue, pls try sending a e-mail to support(a)askari.co.in, and you will know what i am talking about Thanks and regards Ashutosh *********** PAIN IS TEMPORARY, PRIDE FOREVER !! ************ __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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RE: smtp error
by Florent PREVOST 16 Sep '05

16 Sep '05

> -----Message d'origine----- > De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]De la part de > otrs-request(a)otrs.org > Envoye : jeudi 15 septembre 2005 07:48 > A : otrs(a)otrs.org > Objet : otrs Digest, Vol 26, Issue 19 > > > Send otrs mailing list submissions to > otrs(a)otrs.org Hi all, Thx to Duarte for his help but it is not a DNS problem. These error messages only appear for these emails. Dozen and dozen of others are ok. The problem is also the fact that that seems to be a message from fetchmail. I use fetchmail only to get emails from another server to give them to OTRS. Anyone has another idea ? Thx Florent > 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: smtp error (Duarte Cordeiro) > 2. Sub-Queue in OTRS 1.3.2 (Jason Joines) > 3. RE: Sub-Queue in OTRS 1.3.2 (West, Bradley G.) > 4. Re: Sub-Queue in OTRS 1.3.2 (Jason Joines) > 5. remove a queue, remove an e-mail address? > (Pim Rupert (Lemonbit Internet)) > 6. Bulk-Action no longer works with popup disabled. (John > Hennessy) > 7. Re: Bulk-Action no longer works with popup disabled. > (John Hennessy) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 14 Sep 2005 16:37:20 +0100 > From: "Duarte Cordeiro" <duarte.cordeiro(a)cm-lisboa.pt> > Subject: RE: [otrs] smtp error > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <20050914163720459.00000002972@helpdesk1c04> > Content-Type: text/plain; charset=utf-8 > > Hi, > > You seem to have a problem with the dns server youb

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otrs 2.0.2 install
by Luca Tebaldi 16 Sep '05

16 Sep '05

Hi! i have a little problem for install otrs.. i have postfix but i dont found a documentation for this setting... thank's a lot Luca

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Pending States
by Frank Barton 16 Sep '05

16 Sep '05

I have a question: 1) Why doesn't a pending autoclose+ ticket automatically unlock once it has been closed? and is there a way to change that? I've just started using the various pending states to make my life easier, and it did in fact close the ticket, but left it locked so that they were cluttering up both my "Mailbox" and my "Locked Ticket" display Any help would be appreciated -- Frank Barton Starwolf.biz Systems Administrator www.starwolf.biz/~pauling (My Key is linked there.)

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Multiple Users, one email
by Joe Fusco 15 Sep '05

15 Sep '05

Not everyone employed with our company has a company email address. I'd like to set up a user but use the manager's email address as their email address. When I tried, OTRS told me that the email already existed. Any way around this? Thanks Joe Fusco Network Manager Ocean Dental Corporate Offices 2322 W. 7th Avenue Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.0602 Email: jfusco(a)coxinet.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service.

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otrs forum/wiki
by Mike Conigliaro 15 Sep '05

15 Sep '05

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

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Reports (stats)
by James Marcinek 15 Sep '05

15 Sep '05

Has added additional reports (queries) into the stats feature? I would like to create statistics (eg Open tickets, created tickets but no-one takes ownership, etc). I have requests for these types of reports and would like to keep it within OTRS and not have to create separate web pages for this. If anyone can point me in the right location I would appreciate it. Thanks, James

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Calendar and time selector gone......
by Art Powell 15 Sep '05

15 Sep '05

On the Pending Notes page. It was rather handy. I would like it back. I just did a fresh, clean install of OTRS on Fedora 3 with all the latest updates. My browser is Firefox. Thanks. Art Powell Diamond IT Services 1-512-517-6472 art(a)diamonditservices.com For support email support(a)diamonditservices.com

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Re: [otrs] Mail template order
by jsiepkes＠planet.nl 15 Sep '05

15 Sep '05

Thanks Mike, Thats the array I was looking for. -Jasper ----- Oorspronkelijk bericht ----- Van: Mike Conigliaro <conigliaro(a)getproactivenow.com> Datum: dinsdag, september 13, 2005 7:34 pm Onderwerp: Re: [otrs] Mail template order > ive been using $Self->{'Ticket::Frontend::ResponseFormat'} > > jsiepkes(a)planet.nl wrote: > > Hi everyone, > > > > In the old OTRS (< 1.3) it was possible to set the default order > of the > > response format: > > > > $Self->{ResponseFormat} = '$Data{"Salutation"} > > $Data{"StdResponse"} > > $Data{"Signature"} > > $Data{"OrigFrom"} $Text{"wrote"}: > > $Data{"Body"}'; > > > > Is there such an option in OTRS 2.0 ? I can't seem to find it :( > > > > TIA > > > > Jasper > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.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/ >

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Registering new icon in navibar
by Alex Mihicinac 15 Sep '05

15 Sep '05

Hi all, what is correct procedure to register new "function"/icon in navibar (like Calendar, Webmail, ...)? Is there manual about this? TIA, --alexm

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RE: otrs Digest, Vol 26, Issue 19
by Florent PREVOST 15 Sep '05

15 Sep '05

Hi all, Thx to Duarte for his help but it is not a DNS problem. These error messages only appear for these emails. Dozen and dozen of others are ok. The problem is also the fact that that seems to be a message from fetchmail. I use fetchmail only to get emails from another server to give them to OTRS. Anyone has another idea ? 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 : jeudi 15 septembre 2005 07:48 > A : otrs(a)otrs.org > Objet : otrs Digest, Vol 26, Issue 19 > > > 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: smtp error (Duarte Cordeiro) > 2. Sub-Queue in OTRS 1.3.2 (Jason Joines) > 3. RE: Sub-Queue in OTRS 1.3.2 (West, Bradley G.) > 4. Re: Sub-Queue in OTRS 1.3.2 (Jason Joines) > 5. remove a queue, remove an e-mail address? > (Pim Rupert (Lemonbit Internet)) > 6. Bulk-Action no longer works with popup disabled. (John > Hennessy) > 7. Re: Bulk-Action no longer works with popup disabled. > (John Hennessy) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 14 Sep 2005 16:37:20 +0100 > From: "Duarte Cordeiro" <duarte.cordeiro(a)cm-lisboa.pt> > Subject: RE: [otrs] smtp error > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <20050914163720459.00000002972@helpdesk1c04> > Content-Type: text/plain; charset=utf-8 > > Hi, > > You seem to have a problem with the dns server youb

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Re: Re: [otrs] remove a queue, remove an e-mail address?
by Eric Voisard 15 Sep '05

15 Sep '05

Hi Volker, > > Ability to delete things would indeed be an essential option. As a new > otrs > > user, I'm somewhat surprized it doesn't exist. Maybe in next release... > > > > Eric > > > >im not that shure that the ability to delete things would be a great idea. >or even an essential option... >what should happen with the tickets in that queue? or the tickets refering >tickets in that queue? or users that had tickets in that queue. or.or.or. >there would be a lot of unresolved references in every case. how to handle >them? Delete them all? mmh, I agree it wouldn't be that simple and it could cause unwanted chain reactions. I also agree that otrs' purpose is also to globally keep a history. So it can be a bad idea. But I can imagine me wanting to delete a queue and all it's content, why not. A test queue, an old queue from an old customer that I don't want to see anywhere anymore. This wouldn't imply automatic deletion of related users, customers, supporters. If we'd like to delete a Customer, we could have the choice either to delete all related tickets or having them reassigned. If we'd like to delete an user/supporter, related tickets could receive "unknown" in these fields, or ownership back to the administrator (up to him to sort all out then), or an option to reassign all to somebody else of our choice. Note that I'm only brainstorming... I know that everybody has different needs and there wouldn't be a single and easy solution. But we can have different sets of options depending on what we'd like to delete. And we could even have an option for removing the 'delete' option, for sysadmins who don't want it!... >you are free to delete things in the db. with the tools of the db. and you >are free to live with a corrupted system then.... That's why I'd prefer to do it under otrs' control! >so in the view of system integrity i am pretty sure that the next version >of otrs wont have the ability to delete things, but it will still have the >ability to disable things. Well it's quite possible, it's just that I for one wouldn't like to amass tons of "disabled crap" in the users' workspace. Or at least I wouldn't like to see it, and then put it under the carpet with a "hidden" parameter as Trevor is working on... regards, Eric

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RE: [otrs] Changing the FQDN in OTRS
by West, Bradley G. 15 Sep '05

15 Sep '05

This is an option right in the Config.pm file. You may refer to the /Kernel/Config/Defaults.pm for the example though it should be simply. $Self ->{FQDN} = 'myserver.mydomain.dnssuffix'; -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Karkhanis Sent: Thursday, September 15, 2005 2:35 AM To: otrs(a)otrs.org Subject: [otrs] Changing the FQDN in OTRS Hi, I need to change the FQDN for the server on which i am hosting my otrs. How do i do it Just to clarify what i mean, currently my otrs link is http://server.xx.com, I need to change it to http://server.xx.org, how do i do it. Alternatively, how do i change my apache configuration so that all hits to the old link are automatically translated to the new adress. Thanks in advance Ashutosh __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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remove a queue, remove an e-mail address?
by Pim Rupert (Lemonbit Internet) 15 Sep '05

15 Sep '05

Hi all, I can't figure out how to remove a queue, or an e-mail address... or a lot of other options in the Admin area. In the left part I can select current items to EDIT, and in the right part I can ADD NEW items. But there seems to be no option to REMOVE items. Should I slap myself for not looking at the right place, or is it really true OTRS lacks this option? Thanks! -- met vriendelijke groet / kind regards, Pim Rupert Lemonbit Internet

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Attempt to invoke directory as script
by Graeme Brough 15 Sep '05

15 Sep '05

Hello Just installed OTRS on a new server. When I attempt to view /otrs/index.pl I get the download dialog box, which states that 'The file "index.pl" is of the type application/x-perl, and Web Browser does not know how to handle this file type'. I have had to install on an existing webserver which is shared, however I have set up a new subdomain within Apache for OTRS to run on. I am able to run perl scripts on other subdomains, so I know this is not a server support issue. The Apache error log gives the following error: attempt to invoke directory as script: <servername>/otrs/bin/cgi-bin I am using the following application versions: OTRS 1.3.2 Suse 8.1 Apache 1.3.26 Viewing Mozilla 1.4 on Solaris 9. Can anyone tell me what I'm missing. Thanks in advance, Graeme -- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

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Group authentication against active directory
by Remek Lipinski 15 Sep '05

15 Sep '05

Hi, I have been trying to get group authentication working against active directory and have read all the posts I could find in the archives but to no avail. I ended up digging in the Perl scripts to try and find out how it was done. The suggested lines that need to go into the Config.pm file are: $Self->{’AuthModule::LDAP::GroupDN’} = ’cn=otrsallow_A, ou=posixGroups, dc=example, dc=com’; $Self->{’AuthModule::LDAP::AccessAttr’} = ’memberUid’; $Self->{’AuthModule::LDAP::UserAttr’} = ’DN’; However I always got a group not found error. The LDAP auth script looks for user members in the definition of the group. Once I found that out, went and did a dump of the active directory and looked in the definition of my group, then it was obvious. Microsoft AD groups don't have "memberUid" only "member". By changing the above to: $Self->{’AuthModule::LDAP::GroupDN’} = ’cn=otrsallow_A, ou=posixGroups, dc=example, dc=com’; $Self->{’AuthModule::LDAP::AccessAttr’} = ’member’; $Self->{’AuthModule::LDAP::UserAttr’} = ’DN’; it now all works and I can block users by dropping their membership in the "ortsallow" group. Someone suggested commenting out of $Self->{’AuthModule::LDAP::AccessAttr’} = ’memberUid’; as a solution, but as far as I can tell (and pleas keep in mind I'm very green in Perl and LDAP), that essentially bypasses any comparisons to members in the "otrsallow" group, thus authenticating everyone regardless of membership. As I said I'm no Perl expert, but this definitely works (win 2003 SBS), maybe someone in the OTRS team can explain this better. Cheers, Remek. -- No virus found in this outgoing message. Checked by AVG Anti-Virus. Version: 7.0.344 / Virus Database: 267.10.25/102 - Release Date: 9/14/2005

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Re: [otrs] Bulk-Action no longer works with popup disabled.
by John Hennessy 15 Sep '05

15 Sep '05

Hi Rob, I'm not running mod_perl so I don't think stopping/starting Apache will help me unless you know better. I've done it anyway. Logged out/In. No Change. I originally made my change to Kernel/Config/Files/Ticket.pm I've just now made a change to Kernel/Config/Files/ZZZAAuto.pm and it sort of works. (Which file should I be altering ?) The popup has gone and the Bulk-Action works but the resulting screen only presents one of the selected tickets. Any thoughts ? John. Rob Cas wrote: > It doesn't sound like normal behaviour. I'm running 2.0.1 and have > the same configuration setting as you, and it's working properly. > > Did you restart your web-server and logout and log back in to start a > new session? > > Rob. > > On 15/09/2005, at 3:03 PM, John Hennessy wrote: > >> Hi, I set the following to get rid of the annoying confirmation >> popup for every ticket selected but now Bulk-Action does not see the >> tickets as selected. >> >> # Ticket::Frontend::BulkFeatureJavaScriptAlert >> # (enable/disable java script popup if a bulk ticket is selected) >> $Self->{'Ticket::Frontend::BulkFeatureJavaScriptAlert'} = 0; >> >> Is this normal behaviour. I am simply trying to rid myself of the >> confirmation popup but still require that selected tickets be >> processed by the Bulk-Admin function. >> >> Thanks >> >> John. >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.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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How do I remove Customer Users ?
by John Hennessy 15 Sep '05

15 Sep '05

Hi, I am running OTRS for the first time and would like to know how to delete Customer Users. I am logged in as the Admin user and have entered the Customer area. I can search on users with "*", select the users in question and change their "Valid" status to "invalid". I can not however find how to remove them. OTRS 2.02-01 MySQL 4.0.18-log Apache 2.0.49 RedHat Linux 9 (Shrike) Any advice is appreciated. John.

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Changing the FQDN in OTRS
by Karkhanis 15 Sep '05

15 Sep '05

Hi, I need to change the FQDN for the server on which i am hosting my otrs. How do i do it Just to clarify what i mean, currently my otrs link is http://server.xx.com, I need to change it to http://server.xx.org, how do i do it. Alternatively, how do i change my apache configuration so that all hits to the old link are automatically translated to the new adress. Thanks in advance Ashutosh __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com

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PhoneTicket - error
by Alex Mihicinac 15 Sep '05

15 Sep '05

Hi all, after clean install of otrs and importing and upgrading mysql db, I have problems with creating new phone ticket. When I enter e-mail address into From: textbox and then selecting To: value from dropdown this error appears: Message: Need TicketID! Traceback (26394): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.91) Line: 84 Module: Kernel::Modules::AgentTicketPhone::Run (v1.10) Line: 875 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 687 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 what could be wrong? any hint more than welcome. TIA, --alexm

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RE: [otrs] Sub-Queue in OTRS 1.3.2
by West, Bradley G. 15 Sep '05

15 Sep '05

The first issue is that your agent user has to have permission through group assignment over the queue in question. The second is that you need to modify the agent user properties to display the queues you consider part of the "My Queues". These will then be visible in the MyQueues portion of the WebUI. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Joines Sent: Wednesday, September 14, 2005 2:19 PM To: otrs(a)otrs.org Subject: [otrs] Sub-Queue in OTRS 1.3.2 I created a sub-queue (projects) of my own queue (joines). I can take a ticket in my main queue and move it into the sub-queue. Then I have no way of finding the ticket. It doesn't show up in the list of queues in the QueueView. However, if I use the Ticket Search the ticket is found. It is listed in Queue joines::projects. I can open the ticket, edit it, etc., but the only way for me to get it to show up in the Queue View is to move it back into my main queue. How do I make tickets in sub-queues visible in the Queue View? Thanks, Jason Joines ================================= _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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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Sub-Queue in OTRS 1.3.2
by Jason Joines 14 Sep '05

14 Sep '05

I created a sub-queue (projects) of my own queue (joines). I can take a ticket in my main queue and move it into the sub-queue. Then I have no way of finding the ticket. It doesn't show up in the list of queues in the QueueView. However, if I use the Ticket Search the ticket is found. It is listed in Queue joines::projects. I can open the ticket, edit it, etc., but the only way for me to get it to show up in the Queue View is to move it back into my main queue. How do I make tickets in sub-queues visible in the Queue View? Thanks, Jason Joines =================================

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smtp error
by Florent PREVOST 14 Sep '05

14 Sep '05

---------------------------------------------------------------------------- ---- Hi all, I'm using OTRS 1.3.2 with fetchmail and sendmail. In the RAW file I've such error message every 5 minutes : fetchmail: SMTP error: 451 4.1.8 Domain of sender address sales(a)intervideoinc.com does not resolve fetchmail: SMTP error: 451 4.1.8 Domain of sender address auctionguide(a)spinfix.com does not resolve fetchmail: SMTP error: 451 4.1.8 Domain of sender address rodney(a)marketingresults.com.au does not resolve fetchmail: SMTP error: 451 4.1.8 Domain of sender address jane(a)softmall.co.kr does not resolve fetchmail: SMTP error: 451 4.1.8 Domain of sender address sales(a)intervideoinc.com does not resolve fetchmail: SMTP error: 451 4.1.8 Domain of sender address tjh(a)cryptsoft.com does not resolve Can someone tell me what's wrong and how to avoid this ? Thx a lot Florent ---------------------------------------------------------------------------- ---- 49, rue de la Vanne - 92120 Montrouge - France tél : +33 (0) 1 47 35 72 73 fax : +33 (0) 1 47 35 07 09 www.editions-profil.fr ---------------------------------------------------------------------------- ---- Ce mail a été analysé par BitDefender et ne contient aucun virus connu. Vous pouvez télécharger une version d'évaluation de BitDefender, analyser votre PC à distance et avoir de nombreuses informations sur les virus sur le site www.bitdefender.fr

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RE: [otrs] How to hide queues in group "users".
by Peter van Beugen 14 Sep '05

14 Sep '05

Pretty simple: Create new (user)groups and attach the group to the queue. So you can only see the queues from the groups you are member of Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens John Hennessy Verzonden: woensdag 14 september 2005 17:02 Aan: otrs(a)otrs.org Onderwerp: [otrs] How to hide queues in group "users". Hi, I am using CustomerGroupSupport and am unable to hide Queues that appear in the "users" group from newly added Customer Users that are added only to groups I have created for them separately. I would like to host multiple departments or clients on the same running version of OTRS but don't want Customer Users to see the queues for other clients while they are in the "New Ticket" screen. Currently the drop-down shows all queues in the "users" group. Is the above a side-effect of having installed demo data to start with or is it normal behaviour for Customer Users to see queues in the group "users" ? OTRS 2.02-01 MySQL 4.0.18-log Apache 2.0.49 RedHat Linux 9 (Shrike) Any advice is appreciated. John. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] How to hide queues in group "users".
by West, Bradley G. 14 Sep '05

14 Sep '05

You may use the "CustomerPanelOwnSelection" item in your Config.pm file to restrict what queues are presented to the end users in the Customer Page. Here is a cut/paste of a previous reply I made to a different person I think I should have noted in my original reply Name of your first queue rather than First Queue Name I can understand where that could be read not as it was intended -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dehnert James Sr Sent: Friday, August 26, 2005 1:16 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] User interface:Limited Queue access Ah ha! It was the First Queue Name in my instance that was the problem. Thanks! On Aug 26, 2005, at 10:04 AM, West, Bradley G. wrote: > It may be a simple syntax error. > > If you have a queue named Dispatch and you wanted it to appear to > the customer as Dispatches your line of code would be as follows: > > $Self->{CustomerPanelOwnSelection} = {'Dispatch' => > 'Dispatches'}; > > If you have a queue named Dispatch that is a subqueue of a > different queue called Tickets then your line of code would be like: > > $Self->{CustomerPanelOwnSelection} = {'Tickets::Dispatch' => > 'Dispatches'}; > > I hope this gets you where you need to be. > > Thanks, > > Brad > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Dehnert James Sr > Sent: Friday, August 26, 2005 11:45 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] User interface:Limited Queue access > > I still seem to be doing something wrong here... > > I added the following to my Config.pm > > # CustomerControlPanel Settings > $Self->{CustomerPanelOwnSelection} = {'First Queue Name' => > 'Dispatch'}; > because I want them to see the Dispatch queue ONLY. With this in > place Dispatch the only queue they see, but when a user tries to > enter a case they are getting the error below.. > > > > Error: Need TicketID! > > Comment: > > Traceback: > ERROR: OTRS-CGI-42 Perl: 5.8.6 OS: linux Time: Fri Aug 26 08:38:01 > 2005 > > Message: Need TicketID! > > Traceback (4900): > Module: Kernel::System::Ticket::Article::ArticleCreate (v1.91) > Line: 84 > Module: Kernel::Modules::CustomerTicketMessage::Run (v1.3) > Line: 311 > Module: Kernel::System::Web::InterfaceCustomer::Run (v1.6) > Line: 677 > Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl > :: > handler (v) Line: 48 > Module: (eval) (v1.36) Line: 202 > Module: ModPerl::RegistryCooker::run (v1.36) Line: 202 > Module: ModPerl::RegistryCooker::default_handler (v1.36) Line: 168 > Module: ModPerl::Registry::handler (v1.99) Line: 30 > > .. so, I commented line line out, restarted otrs and apache and > things are working again, but with all queues visible. > > Have I committed a minor syntax error up there? Or perhaps I need to > put this line in a specific place in the Config.pm. > > Any ideas? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of John Hennessy Sent: Wednesday, September 14, 2005 11:02 AM To: otrs(a)otrs.org Subject: [otrs] How to hide queues in group "users". Hi, I am using CustomerGroupSupport and am unable to hide Queues that appear in the "users" group from newly added Customer Users that are added only to groups I have created for them separately. I would like to host multiple departments or clients on the same running version of OTRS but don't want Customer Users to see the queues for other clients while they are in the "New Ticket" screen. Currently the drop-down shows all queues in the "users" group. Is the above a side-effect of having installed demo data to start with or is it normal behaviour for Customer Users to see queues in the group "users" ? OTRS 2.02-01 MySQL 4.0.18-log Apache 2.0.49 RedHat Linux 9 (Shrike) Any advice is appreciated. John. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] How do I remove Customer Users ?
by West, Bradley G. 14 Sep '05

14 Sep '05

I found that a relatively easy way to do this is to use mysqldump (if using mysql) to a sql script and simply edit out the information regarding the customer users. Then re-import the database after dropping/recreating it. I have done something similar to this to create a "template" database only containing the table information that I wanted from my testing, for example I kept the agent users, groups, queues, and other assorted table data; but, eliminated users and ticket specific data inserts. Remember that you will may encounter problems with the root@localhost in the script so I just copied/replaced the known password string for another agent user and changed it after the fact through the web ui. I also ran into the problem that I needed to re-run the mysql security grant to make the database accessible through the appropriate user. The MySQL syntax should be something like: GRANT ALL PRIVILEGES ON dbname.* TO otrs@localhost IDENTIFIED BY "PasswordHere" WITH GRANT OPTION; I think this is in the 1.3 documentation in section 1.2.2 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 Duarte Cordeiro Sent: Wednesday, September 14, 2005 10:57 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] How do I remove Customer Users ? Well, OTRS doesn't allows you to delete anything! :) You can... delete the database and create a new one. Or think that invalid users are deleted users :) Or... you can wait for the feature I requested: a check box that allows us to hide the invalid users/queues/groups/etc/etc... Duarte -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of John Hennessy Sent: quarta-feira, 14 de Setembro de 2005 15:44 To: otrs(a)otrs.org Subject: [otrs] How do I remove Customer Users ? Hi, I am running OTRS for the first time and would like to know how to delete Customer Users. I am logged in as the Admin user and have entered the Customer area. I can search on users with "*", select the users in question and change their "Valid" status to "invalid". I can not however find how to remove them. OTRS 2.02-01 MySQL 4.0.18-log Apache 2.0.49 RedHat Linux 9 (Shrike) Any advice is appreciated. John. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f|r Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Added Postmaster filter, now getting error from PostMasterPOP3.pl?
by Michael Hoffmann 14 Sep '05

14 Sep '05

Hi, could it be, that you're filtering ***SPAM*** or anything else with "***" ? I had the same problem I think, for example: Can't create PID PostMasterPOP3, because it's already running .... The problem was the "*" in "*****SPAM*****" I've reduced the "*" to only one "*" like "*SPAM*" now it workes :-)

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RE: [otrs] Feature request: customer super-users
by Vådahl Thomas 14 Sep '05

14 Sep '05

Hmm. Nice tip :-) I'll give it a go! Thanks, Thomas -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter van Beugen Sent: Tuesday, September 13, 2005 1:44 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Feature request: customer super-users When I understand you right, this is very easy: Create 4 groups (branch 1-4) and make each user member of their specific group. In the queue config you can assign the queue to a group. The superuser will be member of all the groups. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Vådahl Thomas Verzonden: dinsdag 13 september 2005 13:33 Aan: otrs(a)otrs.org Onderwerp: [otrs] Feature request: customer super-users I have a small (?) feature request that would help a lot. We need to create customer users that would be allowed access to (read at least access) several organisation-ID's. For example, in a company with 4 large branches, we would create x users per branch and 1 super-user for the main office. The brach users only see tickets created from their branch office, while the super-user will se tickets created from all the branch offices. Is this doable? :-) Kind regards, Thomas Vådahl Broadband Engineer NTE Bredbånd N-7736 Steinkjer http://www.nte.no/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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Otrs customization in Norway
by Torgeir Andrew Waterhouse 14 Sep '05

14 Sep '05

Does anybody know of companies or consultants in Norway that can deliver high quality customizations fast? Initially I'm interested in a new and simplified theme, adding a few extra fields and integrating Otrs with some of our exsisting databases. :torgeir

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Line break issue
by Sheline, Carl (LLU) 13 Sep '05

13 Sep '05

Hello, Apparently OTRS is stripping the end of line markers from all emails. I try to send an email from outlook2003/exchange and it also has all of the line breaks stripped out. How can I fix this? Thanks, Carl -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sheline, Carl (LLU) Sent: Tuesday, September 06, 2005 1:36 PM To: User questions and discussions about OTRS.org Subject: [otrs] Email end of line markers gone Howdy everyone, Our OTRS installation is receiving emails from a Tfmail webform. Everytime it receives an email generated from the webform, the end of line markers are gone and all of the text is run together: Name: carlage: testcomments: did it work? I pointed the tfmail webform to send email to my address and the email comes across perfectly: name: carl age: test comments: did it work? Can anyone point me in the right direction? Thanks, Carl Sheline csheline(a)llu.edu _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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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bug in customer autoresponse: otrs_ variables not being interpreted
by Mike Conigliaro 13 Sep '05

13 Sep '05

ive noticed that starting in version 2.0.2, otrs_ variables are not being interpreted in the customer autoresponses. for example, here's what one of mine looks like. notice the url at the bottom of the message: <snip> your ticket is now in queue. Our support staff will respond as soon as possible. You wrote: >> test >> >> -- >> Mike Conigliaro >> Proactive Technologies >> conigliaro(a)getproactivenow.com You can track this ticket online at: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> </snip> -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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Mail template order
by jsiepkes＠planet.nl 13 Sep '05

13 Sep '05

Hi everyone, In the old OTRS (< 1.3) it was possible to set the default order of the response format: $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} $Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"}'; Is there such an option in OTRS 2.0 ? I can't seem to find it :( TIA Jasper

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RE: [otrs] backup
by West, Bradley G. 13 Sep '05

13 Sep '05

>From your previous forum post it looks like you are using Windows with OTRS and possibly Apache or IIS. A lot of this really depends on what database back end you have chosen or had chosen for you. Most likely MySQL from what I remember of the Windows package. What you will need to do is to back-up the MySQL database periodically using mysqlhotcopy or mysqldump (whichever seems more appropriate to your needs) to a folder that you can back up, documentation on this can be found on the MySQL website. These tools should be scriptable through batch language or VBScript and subsequently run as a Windows Scheduled Task. You should then be able to use NTBackup.exe to selectively backup the directory structures you want, including the IIS or Apache. I would also recommend backing up the system state, a full system backup probably isn't required in this instance. I hope this is what you are after. Thanks, 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 Karkhanis Sent: Tuesday, September 13, 2005 10:47 AM To: User questions and discussions about OTRS.org Subject: [otrs] backup How do we take regular backup for this system In case the machine with the system crashes, is there a way we can use the backedup database and restore the system Ashutosh *********** PAIN IS TEMPORARY, PRIDE FOREVER !! ************ __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Help Needed
by Karkhanis 13 Sep '05

13 Sep '05

Hi i have just started using OTRS on a win32 platform. The only thing that i have not managed is enebling the system to send out e-mails. can anyone send me the config.pm file, in which outbound e-mials have been enabled on SMTP. Ashutosh Karkhanis Pune *********** PAIN IS TEMPORARY, PRIDE FOREVER !! ************ __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com

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new ticket automatically locked when assigned to agent
by Mike Conigliaro 13 Sep '05

13 Sep '05

i noticed that when you create a new phone/email ticket with the owner assigned, the ticket is automatically locked under the assigned owner. does anyone know if its possible to disable this feature? ie: i want to assign the ticket to a particular tech, but i dont want it locked by default. thanks in advance. -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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RE: [otrs] Feature request: customer super-users
by Peter van Beugen 13 Sep '05

13 Sep '05

When I understand you right, this is very easy: Create 4 groups (branch 1-4) and make each user member of their specific group. In the queue config you can assign the queue to a group. The superuser will be member of all the groups. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Vådahl Thomas Verzonden: dinsdag 13 september 2005 13:33 Aan: otrs(a)otrs.org Onderwerp: [otrs] Feature request: customer super-users I have a small (?) feature request that would help a lot. We need to create customer users that would be allowed access to (read at least access) several organisation-ID's. For example, in a company with 4 large branches, we would create x users per branch and 1 super-user for the main office. The brach users only see tickets created from their branch office, while the super-user will se tickets created from all the branch offices. Is this doable? :-) Kind regards, Thomas Vådahl Broadband Engineer NTE Bredbånd N-7736 Steinkjer http://www.nte.no/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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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Feature request: customer super-users
by Vådahl Thomas 13 Sep '05

13 Sep '05

I have a small (?) feature request that would help a lot. We need to create customer users that would be allowed access to (read at least access) several organisation-ID's. For example, in a company with 4 large branches, we would create x users per branch and 1 super-user for the main office. The brach users only see tickets created from their branch office, while the super-user will se tickets created from all the branch offices. Is this doable? :-) Kind regards, Thomas Vådahl Broadband Engineer NTE Bredbånd N-7736 Steinkjer http://www.nte.no/

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LDAP support
by florian2000＠no-log.org 13 Sep '05

13 Sep '05

Hi, Is it planned to support LDAP fully ? I mean to be able to add/search/modify customer as well as agents ? It will be really really useful for users (like me) using otrs to manage customers and tickets, and then using another software for generating bills (for example)... if there were full LDAP support it will be possible to use all the customers' data specified in OTRS in the other software ! Any plan ? is it hard to implement ? Thanks ! -- Florian

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pending auto,pending remainder, what are these?
by KartheeK 13 Sep '05

13 Sep '05

Hello All, I am using otrs-2.0.2 on a fc3 machine. I want to know the behavior of the states: pending auto and pending customer. What is the action taken upon setting these states? Regards KartheeK __________________________________________________________ Yahoo! India Matrimony: Find your partner now. Go to http://yahoo.shaadi.com

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locking of closed tickets
by Dmitry 13 Sep '05

13 Sep '05

Hello. How to make unlocking of closed tickets unavaliable? -- WBR, Dmitry mailto:xeon@irk.pp.ru

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attachment size
by Daniel Balan 12 Sep '05

12 Sep '05

Hello otrs, Is there a way to set the maximum size of the file that I want to attach to an OTRS ticket? As far as I can see I can not send attachments larger than 1 MB Daniel Balan, Head of Customer Service www.bitdefender.com secure your every bit -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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Multiple customer auth backends
by Sébastien Prud'homme 12 Sep '05

12 Sep '05

Hi, We use OTRS with customers authentified in an LDAP backend. We need to authentify customers not present into that LDAP server. Is there a way to create these customers into the local OTRS database and use these two backends together ? I found no solution for this (only multiple backend for customer user informations seems possible) Regards

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Automatic Phone Ticket ownership, is it possible?
by KartheeK 11 Sep '05

11 Sep '05

Hello EveryBody, I have got a otrs setup running. I want to know if we can configure otrs in this way: "while creating a phone ticket, the agent who is creating the ticket should become the owner by default, eventhough he is not selecting himself as the owner while creating the ticket." Any inputs regarding the matter is a welcome... Regards KartheeK --------------------------------- Yahoo! India Matrimony: Find your partner now.

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ODBC customer database
by Frank Ruske 10 Sep '05

10 Sep '05

ODBC Problem: I tryed to make OTRS customer database running with ODBC Therefore i installed DBD_ODBC. I then continued as described here: http://lists.otrs.org/pipermail/otrs/2003-May/001828.html I Copied the "CustomerUser" DB example from Kernel/Config/Defaults.pm into my custom Kernel/Config.pm and made the changes to fit my server. Now here comes my problem: The software gives me a "Software error:". OTRS LOG says: [Sat Sep 10 14:53:40 2005][Error][Kernel::System::DB::new][145] Unknown database type! Set option Database::Type in Kernel/Config.pm to (mysql|postgresql|maxdb|oracle|db2|mssql). I checked DB.pm but found nothing about odbc there. Can anyone help me out? Did i missed anything? This is a windows server btw. Thank you and Regards Frank

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Stopping OTRS.
by anushya beauty 10 Sep '05

10 Sep '05

Hi, I have transferred the otrs from old system to new one. Now I want to deactivate the otrs in the old system. Is there any proper way to close the otrs or just to remove the otrs user?. with regards,G.Anushya,anushya(a)wellspringsystems.com __________________________________________________________ Yahoo! India Matrimony: Find your partner now. Go to http://yahoo.shaadi.com

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Active Directory and OTRS again
by James Marcinek 09 Sep '05

09 Sep '05

Hello, I guess maybe I need some advice on how to go about this now. Let me give a few facts about how this will probably be deployed: The majority of items tickets will be for external customers; however the web site will be on the intranet and not be available for external customers. The tickets will be created via phone calls. The active directory has several Organizational Unit's (ou's) for user's. In addition the actual otrs user's will also be from different ou's. Our model will likely be that the majority of ticket's will go to one queue and a group will move the ticket to the appropriate queue. Can anyone give me any excerpts from the Config.pm file so that I might get a feel of what I need? I need to be able to add user's from any ou... I started looking at the doc's site and got really tied up with the customer user. Also, will I still be able to log in with the 'root@localhost' account to add user's and groups? Thanks, James

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Integrating with Active Directory - Is it worth it?
by James Marcinek 09 Sep '05

09 Sep '05

Hello Everyone, I'm at the experimentation phase of OTRS and would like to know if it is worth integrating with Active Directory? The majority of the customers will external so I do not believe the customer integration would be worth while. I would like to hear from those who have worked with this configuration. Thanks, James

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Re: [SPAM] RE: [otrs] Integrating with Active Directory - Is it worth it?
by James Marcinek 09 Sep '05

09 Sep '05

I have multiple containers where users are located. I'm reading the howto for AD integration and it mentions having this scenerio but it's a little vague to me how one points to multiple containers??? 'Replace [base_dn] with the DN of where your customer users are location in the AD tree. If all customer users are located under a "People" container, specify that as the base_dn for Customer Auth, ie. "ou=People, dc=example, dc=com". If you have users in multiple containers, you may want to add multiple LDAP sources. Feel free to use $Self->{CustomerUser1} throughout $Self->{CustomerUser10}.' I have several ou's with people (and there's spaces between the names). I also have questions about how to connect to the database? '... # to use an external database # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', Password => '',' The database is local. I had already created some user's without using LDAP but how do you add user's once LDAP is enabled, as the root user is not going to be in the AD user's list? Thanks for the reply "User questions and discussions about OTRS.org" <otrs(a)otrs.org> wrote: > Hi, > > Integration with ldap (or AD) in our site was really simple and easy. Is it worth it? Well, I lost 15 minutes, and have 2000 users on AD. Even if you only have 5 users on AD, it's still worth it, because you can have more than 1 BD per installation. > > Just my 1EUR. > > Have a nice weekend, > > Duarte > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek > Sent: sexta-feira, 9 de Setembro de 2005 17:39 > To: otrs(a)otrs.org > Subject: [otrs] Integrating with Active Directory - Is it worth it? > > Hello Everyone, > > I'm at the experimentation phase of OTRS and would like to know if it is worth > integrating with Active Directory? The majority of the customers will external > so I do not believe the customer integration would be worth while. I would like > to hear from those who have worked with this configuration. > > 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/ >

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RE: [otrs] Queues
by West, Bradley G. 09 Sep '05

09 Sep '05

Jeff, Queue view are attributes of your agent users. They however have to first be in the group that is assigned to the queue. I found it much easier to define my own groups and assign them to the queues, and lastly go back and modify the user in question to specifically highlight the queues that the user needs to be able to see in the My Queues. 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 Jeff Sent: Wednesday, September 07, 2005 5:14 PM To: otrs(a)otrs.org Subject: [otrs] Queues Sorry but I'm missing something trivial about queues. Why does a ticket with an assigned owner not show up in the "My Queues" area? 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/

3 2

change state for closed tickets
by Alexander Kardailsky 09 Sep '05

09 Sep '05

Dear otrs, How do agent can change current state for a ticket? Some emails closed by spam filter by mistake and I need to reopen them. Thanks. -- Best regards, Alexander

2 1

How to add icon in agent login?
by KartheeK 08 Sep '05

08 Sep '05

Hello All, I want to add a Icon[just before New Tickets] in the Agent Login, and add a url link to the icon. Can Any body of you tell me, which files to modify to do this. Any input regarding the matter is a welcome... Regards KartheeK __________________________________________________________ Yahoo! India Matrimony: Find your partner now. Go to http://yahoo.shaadi.com

1 0

[Fwd: [otrs] AdminPackageManager - Write permission]
by florian2000＠no-log.org 08 Sep '05

08 Sep '05

Any idea for my problem ? :( I didn't find any solution yet... Thanks ! ---------------------------- Message original ---------------------------- Objet: [otrs] AdminPackageManager - Write permission De: florian2000(a)no-log.org Date: Jeu 1 septembre 2005 23:31 À: otrs(a)otrs.org -------------------------------------------------------------------------- Hi ! I just installed OTRS for the first time and it seems to be really useful with a lot of features ! But when I'm trying to add an optional package (i'm really interested by the webmail and file manager) i just got this error : ------------- Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.sh !!! For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. ------------ I've been running this SetPermissions script but it didn't solve my pb :( I also tried to change all the permissions in /usr/share/otrs (chmod -R 777 /usr/share/otrs - which is not a nice solution...) but it didn't work :( I'm using Debian Sarge... Any idea ?? I really need the webmail and this file manager ! :) Thanks for your help ! (A few days before I posted a message because I didn't manage to install otrs in Debian Sarge : the package in the standard repository was 1.3.x so I download the one from the Experimental repository and it solved my pb :)) -- Florian _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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

Queues
by Jeff 07 Sep '05

07 Sep '05

Sorry but I'm missing something trivial about queues. Why does a ticket with an assigned owner not show up in the "My Queues" area? Thanks.

1 0

Can't close tickets - tehy seem to automatically reopen
by Jim Nachlin 07 Sep '05

07 Sep '05

Hi List, I'm rather new to OTRS and having a puzzling problem. Every time I close a ticket, about 20 minutes later I get a message that it's been re-opened. I close it again and again it gets re-opened. I'm reasonably sure it's not a co-worker playing a joke on me. The procedure I use to close a ticket is to go to the queue, click "Close" above a ticket, check my close type which in this case is called "Issue Resolved", leave a note and click "submit". Wait a few minutes, and I get the note, Your ticket status has been updated to: "open". All help appreciated. Regards, Jim

1 0

Turn off SessionID
by Brad Potts 07 Sep '05

07 Sep '05

Is there any way to turn off the session ID? Often times when I login I get a "SessionID is invalid!!!" error message and cannot seem to figure out why it's doing this. I've tried both Firefox 1.0.6 and IE 6 and they both do the same thing. Other people seem to not have this problem though and I'm tired of messing with it so just want to turn it off. Thanks! Brad

1 0

Email end of line markers gone
by Sheline, Carl (LLU) 06 Sep '05

06 Sep '05

Howdy everyone, Our OTRS installation is receiving emails from a Tfmail webform. Everytime it receives an email generated from the webform, the end of line markers are gone and all of the text is run together: Name: carlage: testcomments: did it work? I pointed the tfmail webform to send email to my address and the email comes across perfectly: name: carl age: test comments: did it work? Can anyone point me in the right direction? Thanks, Carl Sheline csheline(a)llu.edu

1 0

Re: [otrs] Help Adding Field to Search Results
by pas.de.quoi＠voila.fr 06 Sep '05

06 Sep '05

Hello, I've done quite the same attempts. I can't understant where I must fill the array in. I would like to add in the result of a search the "Creation Date" column for example. I'm very intrested if someone has succeed in this improvment of the Search Result Page Antony

1 0

Ticket locked notification
by Vådahl Thomas 06 Sep '05

06 Sep '05

Hi, Is it possible to send a customer notification when a ticket gets locked? I need this to notify the customer that their ticket is now being handled by an engineer. If this is not possible, then make this a feature request. When the engineer locks the ticket, a message like this should be sent: "Your ticked is now in the hands of <name>. She or He will contact you when ...blah, blah, blah". The customer then automatically knows that their ticket is is human hands, and that they should expect some development in a short time. Customer feedback is very important. Or so I'm being told ;) Kind regards, Thomas Vådahl

1 0

Restoring the database
by Chris Mellor 06 Sep '05

06 Sep '05

Hi This is a quick C&P from my own notes. It's actually about moving a database rom a 32 bit machine to 64 bit. Perhaps there are much easier ways - but - this worked for me. Note that this is for a dotproject mysql database but is just as applicable for otrs. Your milage may vary and I do suggest taht you read the link as it contains a lot of useful information. How to Move a Database This is a bit like how to copy a database from one machine to another - generally it's also to do with backing up... Most of this comes from the following reference: http://dev.mysql.com/doc/mysql/en/upgrading-to-arch.html This is ALL about mysqldump and it's kith & kin. Anyways - heres what I did to move the dotProject database. First - I created the database on new machine - note that this can be done remotely (because root for mysql has been allowed to log on from other hosts): mysql -h 'new machine' -u 'root' -p create dotproject (the -p switch will cause mysql to ask for the password) Once created - the database needs a user adding - in this case 'dp_user'. This user needs to be granted all permissions to the dotproject database. For this - I used the mysql-administrator GUI - note though that for this - when you create a user - make sure you add all perms and hosts that will be needed - the current version has a bug that will not allow you to change the settings after they have been applied (the only way then being to remove the user and re-add it). Once the database was created - the following can be run (on old machine): mysqldump --opt dotproject | mysql -h 'new machine' -u 'dp_user' -p dotproject This dumps the database (the files can be moved but this is not without with problems - so don't do it) and pipes it directly into the new dotproject database. And thats about it - there are other options for mysqldump and this will form the basis for any backup procedures that need to be done. Cheers Chris

1 0

Restoring of Database
by anushya beauty 06 Sep '05

06 Sep '05

Hi, When I tried to restore the otrs database values, it displayed the following error. Error: [root@lama OTRSBackup]# /opt/otrs/scripts/restore.sh /opt/otrs/bin /opt/otrs/Kernel/ /opt/otrs/OTRSBackup/2005-09-03_10-15/ restore.sh - a restore script for OTRS <$Revision: 1.5 $> Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/Config/Defaults.pm line 2252. create database otrs ERROR 1007 at line 1: Can't create database 'otrs'. Database exists /// Could you please give me a solution to recover this error and restore the values?. with regards,G.Anushya,anushya(a)wellspringsystems.com __________________________________________________________ Yahoo! India Matrimony: Find your partner online. Go to http://yahoo.shaadi.com

1 0

How to block re opening of calls by customer.
by Ravi AHUJA 06 Sep '05

06 Sep '05

Hi, Is there is any way to block re-opening of calls by customer. For e.g customer is not all able to re-open the calls or customer is not able to re-open call after a "x" time factor , say after 4 days or so. Thanks Ravi Ahuja

1 1

RE: [otrs] "This message was written in a character set other than yourown" error message
by Sheline, Carl (LLU) 06 Sep '05

06 Sep '05

Solved the problem by change tfmail char set to "us-ascii". -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sheline, Carl (LLU) Sent: Monday, September 05, 2005 4:03 PM To: User questions and discussions about OTRS.org Subject: [otrs] "This message was written in a character set other than yourown" error message I'm getting this error message on an incoming email that OTRS checks: "This message was written in a character set other than your own. If it is not displayed correctly, click here to open it in a new window." The email is from a web form generated by tfmail. I have confirmed that both character sets (tfmail and otrs) are iso-8859-1. What gives? Thanks, Carl Sheline csheline(a)llu.edu _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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

"This message was written in a character set other than your own" error message
by Sheline, Carl (LLU) 05 Sep '05

05 Sep '05

I'm getting this error message on an incoming email that OTRS checks: "This message was written in a character set other than your own. If it is not displayed correctly, click here to open it in a new window." The email is from a web form generated by tfmail. I have confirmed that both character sets (tfmail and otrs) are iso-8859-1. What gives? Thanks, Carl Sheline csheline(a)llu.edu

1 0

email attachments missing Windows 2.0.1 installer
by Mitchell Wasson 05 Sep '05

05 Sep '05

Everything is working fine except email attachments are not being pulled into OTRS. I've set the OTRS char set to UTF-8 but no success. Would someone please point me in the right direction. Thanks in advance Mitch

1 0

Restoring the database.
by anushya beauty 05 Sep '05

05 Sep '05

Hi, I have installed otrs in one of my systems and worked in that for 6 months. Now I want to transfer the otrs to another system. I installed otrs in the new system. I tried to transfer the otrs database from the old system to the new one. I don't know how to transfer. (I had the backup of the old systems otrs database). Could you please guide me how to transfer the otrs database from one system to another?. Thanks in Advance. with regards,G.Anushya,anushya(a)wellspringsystems.com __________________________________________________________ Yahoo! India Matrimony: Find your partner online. Go to http://yahoo.shaadi.com

1 0

Emails Importing
by Thomas Anderson 05 Sep '05

05 Sep '05

Hello, I have message history for several years in my e-mail client. And I want to import these emails into OTRS system. Is there way to do that? Requirements: 1) Ticket create date should be taken from original message (not current date). 2) All tickets from/to same email address should be combined into one ticket. 3) All imported tickets should be "Closed". Thank you. -- Thomas

1 0

debian testing and otrs 2.0
by Christian Lox 05 Sep '05

05 Sep '05

Hi! I am trying to install OTRS 2.0 on debian testing. I downloaded the .deb, resolved the dependencies but I'm having trouble apparently with mod_perl2. Without mod_perl the performance is really poor, so I need it... It seems to me that the mod_perl2 is broken. Anyone got this running? libapache2-mod-perl 1.999.21-1 apache2-mpm-pr 2.0.54-4 otrs 2.0.1p01-1 Thanks, Christian -- you don't need eyes to see you need visions.

2 1

Error: Need CustomerID!!!
by Vlad Janicek 04 Sep '05

04 Sep '05

Hey there, this is my first message to this list I'm trying to authenticate otrs with our W2K server using ActiveDir. This solution seems perfect for our organization since we are requiring a help desk and we already have about a thousand AD users. I have been using Linux and LDAP for years and I tough this wouldn't be that hard... and it was. My problem is that I'm able to authenticate agents -well, just the one that is in mysql and in AD- but I'm not able to authenticate clients -regular AD users- to the customer.pl interface. I'm copying the config stuff in case anybody sees anything wrong, BTW, I have tweaked some of the sAMAccount parts just for testing Thanks for your help Vlad #agentes $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'w2k'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain, dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'userPrincipalName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=Soporte Consultores, cn=Users, dc=domainx, dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'pass'; #$Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; #---------------Clientes---------------------------------------# $Self->{CustomerDefaultState} = 'new'; $Self->{CustomerUser} = { Name => 'LDAP Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'w2k', # ldap base dn BaseDN => 'DC=doamin,DC=com', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree # Absolutely necessary for Active Directory UserDN => 'cn=Soporte Consultores, cn=Users, dc=domain, dc=com', UserPw => 'passwd', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['givenname', 'sn', 'mail'], CustomerUserSearchFields => ['displayName','sAMAccountName','givenname', 'sn', 'mail','description'], CustomerUserPostMasterSearchFields => ['displayName','sAMAccountName','givenname','sn','mail','description'], #CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'url', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #------------------------------------------------------# # Customer LDAP Authentication # #------------------------------------------------------# # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'w2k'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs,OU=Gente,DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'pass';

1 0

Frage zu Ticket teilen (Telefonticket)
by Kreibaum, Uwe 04 Sep '05

04 Sep '05

Hallo, wenn man ein Ticket mit mehreren Fragen erhält, kann man es problemlos über teilen in verschiedene Queues verteilen. Allerdings ist dann die "Herkunft" immer "Telefon" - lässt sich das evtl. besser mit den Kennung "Geteilt(es Ticket)" markieren um so den Vorgang an sich kenntlich zu machen? Sonst geht diese Information m.W. komplett verloren, da das geteilte Ticket ja als komplett neu im System auftaucht... Ausserdem kann man die so erstellten neuen Tickets nicht von "echten" Telefontickets unterscheiden - das soll aber bei uns möglichst gemacht werden. Danke Uwe Kreibaum -- Dr. Uwe Kreibaum, Tel. +49 611 3612-0 Lotterie-Treuhandgesellschaft mbH Hessen Rosenstr. 5 - 9, 65189 Wiesbaden

1 0

OTRS and PGP
by bertagaz 03 Sep '05

03 Sep '05

Hi ppl, I'm really interessed by the PGP feature of OTRS. I have succeeded in enable it for ingoing mail but I'm always looking where I can setup OTRS to send signed or encypted mails. I have searched in Config.pm, Default.pm, the System configuration link of the admin interface (everywhere). All I've found was a ArticleComposeSign.pm or a ArticleComposeCrypt.pm but don't know where and how it works. Also, a cool feature (in my opinion) would be to have OTRS searching automatically for public keys on keyservers. The adress could be a predefined variable in Config.pm. Thanks for that great app anyway, I find it far more useable than RT :] Bert.

1 0

MD5 digest:BAD Expected error
by Delshawn Colcloughly 02 Sep '05

02 Sep '05

I am trying to install otrs-2.0.2-01.i386.rpm on a RH9 box running inside Virtual Server 2003 Everytime I try to run the rpm I receive an error message stating "error: otrs-2.0.2-01.i386.rpm: MD5 digest: BAD Expected(464cc2af78e8fab2172b50a9245aa3cd) != (1c85f5fb253c3a5581bdee4b650dcd4a) error: otrs-2.0.2-01.i386.rpm cannot be installed" using Digest-MD5-2.33 what can I do about this?Please help Del

1 0

change state while adding a note
by maurizio.mont＠libero.it 02 Sep '05

02 Sep '05

I would allow the agent to change the ticket status while adding a note. Looking at the frontend (AgentTicketNote.dtl) it seems this functionality should already be available. In the "Note" window ti should appear a list with all the 'new', 'open' and 'close' states. Unfortunately, in my installation this list doesn't appear. I'm using the default state list, but I localized state names. Could the problem depend on the localization? Thanks, Maurizio ____________________________________________________________ Libero Flat, sempre a 4 Mega a 19,95 euro al mese! Abbonati subito su http://www.libero.it

2 1

events
by Daniel Balan 02 Sep '05

02 Sep '05

Hello otrs, I am using otrs 2.0.2 and the calendar package. In this implementation any operator is able to see others operators events. Is it possible to define "my own events" and "public events" ? thanks, Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

1 0

LDAP authentication: Agents OK - Customers NOK
by Paulo Kappke 01 Sep '05

01 Sep '05

Hello All, I am configuring OTRS to use LDAP authentication against Lotus Domino. I have created 2 groups in Domino called otrsAgent (agents only) and otrsCustomer (everybody else). So, all the agents can autheticate and if it is the first time, their account is being created as well. Works great. But if a Customer tries to authenticate, it says "Login failed! Your username or password was entered incorrectly." The OTRS log file says: [Tue Aug 30 15:57:37 2005][Notice][Kernel::System::Auth::LDAP::Auth] User: admindomino.cyclades authentication failed, no LDAP group entry foundGroupDN='cn=otrsAgent', Filter='(member=CN=Admindomino Cyclades,O=Cyclades)'! (REMOTE_ADDR: 192.168.44.203). If you noticed, it tried the Agent group instead of the Customer group. I have also checked the TCP packets using tcpdump and I noticed that if the user is valid and it is not in the Agent group, OTRS is not checking the Customer group. Here is my configuration at Kernel/Config.pm: # Agent Authentication $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'usldap.cyclades.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'o=cyclades'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = ''; $Self->{'AuthModule::LDAP::SearchUserPw'} = ''; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsAgent'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # Customer Authentication $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'usldap.cyclades.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'o=cyclades'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = ''; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsCustomer'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'usldap.cyclades.com', BaseDN => 'cn=otrsCustomer', SSCOPE => 'sub', UserDN => '', UserPw => '', }, CustomerKey => 'uid', CustomerID => 'uid', CustomerUserListFields => ['uid', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], ], }; Thanks in advance for any help. Paulo K _____________________________________________ Paulo Roberto Kappke Systems/Network Administrator, Sr. Cyclades Corporation Phone: +1 (510) 771-6241 Fax: +1 (510) 771-6200 E-mail: paulo.kappke(a)cyclades.com http://www.cyclades.com _____________________________________________

1 0

Re: otrs Digest, Vol 26, Issue 1
by Paul Rhein 01 Sep '05

01 Sep '05

otrs-request@otrs.org@otrs.org on 01-09-2005 12:00:21 Please respond to otrs(a)otrs.org Sent by: otrs-bounces(a)otrs.org To: otrs(a)otrs.org cc: Subject: otrs Digest, Vol 26, Issue 1 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: change state while adding a note (maurizio.mont(a)libero.it) 2. Re: What is link tickets? (Stuart Caie) 3. Error ticket_id not found (Matthieu Dagoreau) 4. Layout of fields (Camilla Krag Jensen) ---------------------------------------------------------------------- Message: 1 Date: Wed, 31 Aug 2005 18:44:16 +0200 From: "maurizio.mont(a)libero.it" <maurizio.mont(a)libero.it> Subject: Re:[otrs] change state while adding a note To: "otrs" <otrs(a)otrs.org> Message-ID: <IM3IHS$D41229C3377551308C91976D7B3ACDC0(a)libero.it> Content-Type: text/plain; charset=iso-8859-1 Looking at the demo system, I realized that "change state" command doesn't appear in the "Note" form, not even in the standard installation. So, my question is: how can I change the state of a ticket? I know some transactions are implicit in "Pending" and "Close" forms, but how can I manually move a ticket to the "open" state? ____________________________________________________________ Libero Flat, sempre a 4 Mega a 19,95 euro al mese! Abbonati subito su http://www.libero.it ------------------------------ Message: 2 Date: Thu, 01 Sep 2005 09:40:43 +0100 From: Stuart Caie <Stuart.Caie(a)Sun.COM> Subject: Re: [otrs] What is link tickets? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <1125564043.19251.49.camel@sr1-ellg-04> Content-Type: text/plain It is useful for agent/user reference. For example, if a customer follows up an old ticket with you that got closed, create a link to that old ticket from the new ticket. Then the link appears on the side-bar and you can go read the old ticket for details whenever you're working the new one. Regards Stuart On Wed, 2005-08-31 at 12:22, KartheeK wrote: > Hello Everybody, > > I cant understand what is linking two tickets useful? what happens if > we are linking two tickets? > > Regards > KartheeK > > > > ______________________________________________________________________ > Yahoo! India Matrimony: Find your partner online. > Go to http://yahoo.shaadi.com > > ______________________________________________________________________ > _______________________________________________ > OTRS mailing list: otrs - 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/ ------------------------------ Message: 3 Date: Thu, 1 Sep 2005 10:44:24 +0200 From: "Matthieu Dagoreau" <mdagoreau(a)net-streams.fr> Subject: [otrs] Error ticket_id not found To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <78718C308E0EA5439ED4CEF42701D6601DAEA2(a)8035CQW31054.exchmail.net-streams.fr> Content-Type: text/plain; charset="us-ascii" Hi everybody, I get this error in the apache log : ERROR: OTRS-CGI-44 Perl: 5.8.6 OS: MSWin32 Time: Thu Sep 1 10:44:52 2005 Message: No such TicketID (45)! Traceback (4008): Module: Kernel::System::Ticket::TicketGet (v1.181) Line: 697 Module: Kernel::System::LinkObject::Ticket::FillDataMap (v1.4) Line: 36 Module: Kernel::System::LinkObject::LinkedObjects (v1.4) Line: 351 Module: Kernel::System::LinkObject::AllLinkedObjects (v1.4) Line: 370 Module: Kernel::Modules::AgentTicketZoom::Run (v1.12) Line: 107 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 687 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 There is no id 45 in the 'ticket' table in the database and I have checked every table in my database searching for a reference to a 'ticket_id=45' but I couldn't find any. Does anybody know where it comes from? Matthieu

1 0

Unique key
by Camilla Krag Jensen 01 Sep '05

01 Sep '05

Hi! When I installed OTRS I thought that it was a really good idea t use the login as the unique field on the customer. I see now that it wasn't.. But can I *just* change this? Which tables will I need to update? I know I have to change config.pm so that CustomerKey points to my new and hopefully better unique field, but the relations will go bad if I don't update. :-) -- Camilla Krag Jensen

1 0

Added Postmaster filter, now getting error from PostMasterPOP3.pl?
by Bryan Fullerton 01 Sep '05

01 Sep '05

Howdy, Running: OTRS 2.0.2, perl 5.8.7 I just added a Postmaster filter to stick mail with an X-Spam-Flag header into a Spam queue. Very simple, one header in each of the match and add sections. Now when PostMasterPOP3.pl runs and the filter matches, I get this stderr output: Use of uninitialized value in sprintf at /usr/local/lib/perl5/5.8.7/mach/Sys/Syslog.pm line 321. I'm unsure if this is a bug or something I've missed configuring. If it's a bug I'll be happy to submit a bug report, but wanted to check here first. Anyone seen this before? Thanks, Bryan

1 0

Layout of fields
by Camilla Krag Jensen 01 Sep '05

01 Sep '05

Hi! I am trying configure the OTRS system with some extra fields on customers (customer_user). It is very easy to add fields in the database and in the config-file, but I have some problems with how the fields are shown. What I would like is for one of my new fields to be displayed as a drop-down box with say, three values, when entering data on the customer. Just like the field ValidId is shown. Furthermore, I would like to be able to control the formatting of my new fields. For instance, if a field has a certain value, the field value should be formatted with <blink></blink>. Is this at all possible? I don't mind tampering with the code, but as it is right now, I have no clue where to start. Thanks in advance :-) -- Camilla Krag Jensen www.exerp.com

1 0

Error ticket_id not found
by Matthieu Dagoreau 01 Sep '05

01 Sep '05

Hi everybody, I get this error in the apache log : ERROR: OTRS-CGI-44 Perl: 5.8.6 OS: MSWin32 Time: Thu Sep 1 10:44:52 2005 Message: No such TicketID (45)! Traceback (4008): Module: Kernel::System::Ticket::TicketGet (v1.181) Line: 697 Module: Kernel::System::LinkObject::Ticket::FillDataMap (v1.4) Line: 36 Module: Kernel::System::LinkObject::LinkedObjects (v1.4) Line: 351 Module: Kernel::System::LinkObject::AllLinkedObjects (v1.4) Line: 370 Module: Kernel::Modules::AgentTicketZoom::Run (v1.12) Line: 107 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 687 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 There is no id 45 in the 'ticket' table in the database and I have checked every table in my database searching for a reference to a 'ticket_id=45' but I couldn't find any. Does anybody know where it comes from? Matthieu

1 0

Disable email-notification-ext from customer view
by Ricardo Baptista 31 Aug '05

31 Aug '05

Hello all, In the customer view when I see the detail of a ticket, I will have a tree with the details of all the messages sent by the customer and by the agent. But it will have also all the notifications sent by email, so if an agent replies to a Ticket the tree will have the answer from the agent plus the notification sent by email (email-notification-ext) duplicating the answer and that becames confuse. I assume there is some way to turn this off with turning off email notifications, I've searched several times in the configurations but could find a option for this. Anyone know a way to turn the notification sent by email to appear in the history tree? Thanks for any help, Ricardo

1 0

email charset
by Alexander Kardailsky 31 Aug '05

31 Aug '05

Dear otrs, Is it possible to use original email charset when I reply in otrs system? I had an email in Latin-9 charset and should replay with french specific letters, but when recipient received my email all such letters was changed to unicode numbers, like ф Thanks. -- Best regards, Alexander

1 0

Change to auto generated tickets.
by Scott Sheridan 31 Aug '05

31 Aug '05

I can't seem to find where to change the from address on the response a person gets when they submit a ticket i.e (OTRS Notification Master) Thanks, Scott

1 0

Re:[otrs] change state while adding a note
by maurizio.mont＠libero.it 31 Aug '05

31 Aug '05

Looking at the demo system, I realized that "change state" command doesn't appear in the "Note" form, not even in the standard installation. So, my question is: how can I change the state of a ticket? I know some transactions are implicit in "Pending" and "Close" forms, but how can I manually move a ticket to the "open" state? ____________________________________________________________ Libero Flat, sempre a 4 Mega a 19,95 euro al mese! Abbonati subito su http://www.libero.it

1 0

Apache conflicting ScriptAlias with SUSE RPM install
by Leah Cunningham 31 Aug '05

31 Aug '05

I have noticed that the SUSE RPM sets up a /etc/apache2/conf.d/otrs.conf configuration file for Apache. However, this conflicts with the included /opt/otrs/scripts/apache2-httpd.include.conf and we get messages like this when Apache is started: Starting httpd2 (prefork) [Wed Aug 31 11:05:10 2005] [warn] The ScriptAlias directive in /opt/otrs/scripts/apache2-httpd.include.conf at line 6 will probably never match because it overlaps an earlier ScriptAlias. [Wed Aug 31 11:05:10 2005] [warn] The Alias directive in /opt/otrs/scripts/apache2-httpd.include.conf at line 7 will probably never match because it overlaps an earlier Alias. I am wondering what the correct solution is to this issue. Currently, i just rename the /etc/apache2/conf.d/otrs.conf to something like /etc/apache2/conf.d/otrs.conf.invalid and the system continues to function, but I was not sure if that was the correct solution. Cheers, Leah -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada

1 0

RE: [otrs] Ticket merge error
by Matthieu Dagoreau 31 Aug '05

31 Aug '05

Bug, seems to be solved in 2.0.2 : Changes in 2.0.2: ======== - fixed bug #877 - Error when merging tickets - Can't call method "LockSet" on an undefined value at Kernel/System/Ticket.pm - fixed bug #879 - "Wide character in subroutine" - mails with attachements in utf-8 mode - fixed bug #871 - Erroneous Content-Length fields are sent when downloading attachments - fixed bug #861 - Problems in faq attachments and postgresql backend - fixed broken download of public SMIME certs - fixed bug #847 - Broken download of public PGP keys - fixed bug #862 - Wrong sum for time acounting - fixed bug #811 - 404 Error for role link OTRS::Admin::Role <-> User - fixed bug #822 - Missing FAQID in TicketZoom for linked FAQ article - fixed bug #815 - Strange line in history - fixed bug #836 - GenericAgent (GUI based) seem to ignore priority - fixed not shown linked objects in faq zoom and print view - fixed bug #850 - Can't locate object method "KeySearch" error - fixed bug #874 - Password plaintext in UserLastPw - fixed bug #860 - Error in AgentTicketForward.pm, missing title in the warning for the owner check - added config option for defaul sortby and order in ticket search result in customer and agent interface - added missing merge params to Kernel/Config/Files/Ticket.xml - added add/delete option in SysConfig for NavBar - added warning message in customer panel on account create if invalid email address is given - removed default selections (UserSalutation) from CustomerUser config - removed not needed Kernel/Modules/FAQState.pm and not needed config setting - updated it translation - thanks to Giordano Bianchi! - updated nb_NO translation - thanks to Espen Stefansen! - updated pt_BR translation - thanks to Glau Messina! -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Leah Cunningham Envoyé : mercredi 31 août 2005 00:49 À : otrs(a)otrs.org Objet : [otrs] Ticket merge error Hi, When I try to merge a ticket, I get an error like this: Can't call method "LockSet" on an undefined value at /opt/otrs//Kernel/System/Ticket.pm line 3720, <PRODUCT> line 224. Does anyone have a clue what this is? 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/

2 1

PostMaster.pl error message
by Torgeir Vidnes 31 Aug '05

31 Aug '05

Hi I try to pipe a message to the PostMaster.pl script as suggested in the manual: cat /opt/otrs/doc/test-email-1.box | /opt/otrs/bin/PostMaster.pl Then I get the following error message: ERROR: OTRS-PM-10 Perl: 5.8.5 OS: linux Time: Wed Aug 31 13:37:37 2005 Message: Module 'Kernel::System::PostMaster::Filter::DAF' not found! Traceback (2969): Module: Kernel::System::PostMaster::Run (v1.52) Line: 251 Module: (eval) (v1.19) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.19) Line: 85 Any ideas how this can be fixed? Regards, Torgeir Vidnes

1 0

Doubts
by KartheeK 31 Aug '05

31 Aug '05

Hello Everybody, I am a OTRS newbie, i have the following questions, 1] What is bulk action option used for? 2] What are Pending Auto and Pending remainder ticket states used for? 3] Will a locked ticket get escalated?, if not how can we do that? Regards KartheeK --------------------------------- Free antispam, antivirus and 1GB to save all your messages Only in Yahoo! Mail: http://in.mail.yahoo.com

1 0

Attachment handling to multiple recipient
by nuttapong 31 Aug '05

31 Aug '05

Dear all, On my OTRS 1.3.2, I do encounter the problem when sending reply ticket with attachment to more than 1 recipient, (1 in To: and a few in CC :) the mail just not going out and I keep stuck to the reply page. I do remember that some might have ask the same question before but I could not find it in achieve. Can anyone give me a resolution please! With Best Rgds Nuttapong

1 0

Move option
by Daniel Balan 31 Aug '05

31 Aug '05

Hello otrs, Using 1.3.2 I just need to select the new queue for a ticket and the ticket goes there (I do not need to click on "Move" button). Using 2.0.2 I have to select the new queue and then to click "Move". Where can I change this behavior (as in 1.3.2)? Thanks Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

1 0

Where is note-external and question regarding autoresponse
by Leah Cunningham 30 Aug '05

30 Aug '05

Sorry for so many questions, The documentation mentions that you can have an internal and external note type, but I only seem to have internal available. How can I enable external notes? I am running version 2.0.1... I am also having a problem where an auto-response email is not sent even though I have mail arriving in the correct queue and the queue is set to send an automatic response. I am able to send responses to queue items without a problem. I am wondering where to begin looking to track this down. It doesn't look like the system even tries to send anything, as I do not see anything in the mail logs, at least. Leah -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada

1 0

Ticket merge error
by Leah Cunningham 30 Aug '05

30 Aug '05

Hi, When I try to merge a ticket, I get an error like this: Can't call method "LockSet" on an undefined value at /opt/otrs//Kernel/System/Ticket.pm line 3720, <PRODUCT> line 224. Does anyone have a clue what this is? Leah -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada

1 0

Preventing email loops
by Jim Edlin 30 Aug '05

30 Aug '05

Our organization has been using OTRS (currently 1.3.6) for about a year. In that time we have had 3 occasions where massive email loops have created many thousands of tickets (110,000+ in the latest occurrence) and spewed out an even greater number of unnecessary emails. Cleaning up the unwanted tickets and emails, and calming down overwhelmed colleagues, has been as annoying and time-consuming as you would expect. I understand there is a loop protection feature in OTRS (currently configured with the default value of 40), but that doesn't seem to prevent this problem. Some details about our configuration: -- a cron task reads from a POP mailbox every 2 minutes and creates tickets from any emails received. -- an auto-acknowledgement is sent to the originator of emails that are received. -- an automated alert email is sent to agents who have activated the queue in their "My Queues" preference. In the latest loop episode, an individual unthinkingly forwarded his personal email address to the one read by OTRS. This precipitated the endless loop (which started on a Friday evening and was not discovered until the following Monday morning). Each acknowledgement email was creating a new ticket. Can anyone offer suggestions on how to prevent such loops from occurring? (We already have an email filter in OTRS that discards "Out of Office" email responses (which were a cause of one of our prior loop episodes.) And does 2.0.2 have better capabilities than 1.3.x for this purpose? (And one related question: When we created a generic agent script to delete the bogus tickets, it would only do so 1,000 at a time. Where is this limit imposed, and is it possible to relax it?) --Jim Edlin ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ Jim Edlin Tides, Inc. 415-561-6304 v 415-561-6301 f jedlin(a)tides.org http://www.tides.org <http://www.tides.org/>

1 0

LDAP Authentication issues
by Eric Owens 30 Aug '05

30 Aug '05

I've recently done a fresh install of OTRS 2.1 on a Fedora 3 box. I have everything working, except for the LDAP Authentication. Im at a loss on this one. Our Active Directory is running Windows Server 2003. Every time I try, I get the same error: Authentication failed, no LDAP entry found!BaseDN='dc=funimation,dc=com', Filter='(user=owens(a)funimation.com)' Any ideas on what the issue could be? We are really wanting OTRS to be able to search through our users list so that we do not have to manually add every user in the company. eko

2 1

Debian stable (sarge)
by florian2000＠no-log.org 30 Aug '05

30 Aug '05

Hi, I found OTRS recently on the web and it seems really interesting ! I tried to install it on my server under debian stable (sarge) using "apt-get install otrs" ... it's not that easy :( I read some docs on the web and modify /etc/apache2/apache2.conf and /usr/share/otrs/scripts/apache2-perl-startup.pl but didn't manage to get it work (http://localhost/otrs/installer.pl is not loading at all) :( Any idea or link where I can find a full explanation ? Thanks for your help and your great software ! -- Florian

3 2

Searching by close date
by Sheline, Carl (LLU) 30 Aug '05

30 Aug '05

I would to search for all the closed successful tickets for a specific technician by date closed. In 1.3.2 the only option is search by ticket create date which is not quite the same thing. What are my options? Thanks for your help. Carl Sheline csheline(a)llu.edu

2 1

Change Sortorder
by Hochreiter Martin 30 Aug '05

30 Aug '05

Hi! I am searching for a way to sort the main queues differently then now. Normally OTRS is sorting priority first and then date with the oldest entry first. I want to change the sort order of the date to see the newest entry first. Is this possible with 2.0.2? lg Martin

1 0

customizing customer.pl
by anushya beauty 30 Aug '05

30 Aug '05

Hi, Now I am in customizing the customer.pl page. In OTRS-customer.pl, when the customer logged in, the ticket details belongs to that customer is listed out. Here, I created another option as 'MyProperty' and I want to show the details of my property details when the customer logged in. I tried to change from showing the 'My Tickets' details to showing 'My Property' details. But I couldn't. Anybody could you please help me to find the solution for this?. regards, G.Anushya. with regards,G.Anushya,anushya(a)wellspringsystems.com __________________________________________________________ How much free photo storage do you get? Store your friends 'n family snaps for FREE with Yahoo! Photos http://in.photos.yahoo.com

1 0

Add Remove item to My Queue View
by Dominic Robinson 29 Aug '05

29 Aug '05

In the Queue view there are a list of 'quick action' items for each ticket such as Zoom, Priority, Note, History etc. I'd like to add Remove to this to speed up dealing with spurious/junk mail. I suspect that I need to add something similar to the following into the config file: $Self->{'Ticket::Frontend::PreMenuModule'}->{'210-History'} = { 'Action' => 'AgentTicketHistory', 'Link' => 'Action=AgentTicketHistory&TicketID=$QData{"TicketID"}', 'Module' => 'Kernel::Output::HTML::TicketMenuGeneric', 'Description' => 'Shows the ticket history!', 'Name' => 'History' }; I'd be grateful for the exact syntax and apologise if this has been asked before. Thanks Dom

1 0

Using Mambo CMS as external CustomerUserDB
by Roberto Giana 29 Aug '05

29 Aug '05

Hi I'm trying to use the user DB of Mambo (http://www.mamboserver.com/) as a CustomerUser DB in OTRS. At the moment I managed to extract the necessary informations by extending the Config.pm with an additional "CustomerUser" setting. But now I'm facing the problem that passwords seem to be incompatible. How is the password field read in a table by OTRS? As far as I know Mambo stores only MD5 hashes. Is there a way to use MD5 hashes with an external DB in OTRS? -- Best regards Roberto

1 1

Salutations
by Joe Fusco 29 Aug '05

29 Aug '05

Okay, I found the default salutations of Mr. and Mrs. in the kernel\config\defaults.pm file. I know I don't want to change that file but what do I need to put into the kernel\config.pm file to change those defaulst to Mr. and Ms. or add Ms. or add a blank selection? Thanks, Joe Fusco

1 0

RE: [otrs] Sending Notes & Closures
by Matthieu Dagoreau 29 Aug '05

29 Aug '05

Hi Joe, Instead of writing a note, you can write an answer to the customer ticket describing the problem resolution for instance, and change the "next state" to "closed", which will do the same. Hope this suits your needs. Matthieu ________________________________ De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Joe Fusco Envoyé : lundi 29 août 2005 17:20 À : 'User questions and discussions about OTRS.org' Objet : [otrs] Sending Notes & Closures When I compose a note or use the close function, the only note type option I have is "Note - Internal" How can I set OTRS to send these notes to customers? I am specifically interested in sending a Close notification or problem resolution, if you will, to the customer. Thanks, Joe Fusco

1 0

utf-8 and mysql
by bertagaz 29 Aug '05

29 Aug '05

Hi, I'm running otrs 1.3.2 on debian and trying to have full utf-8 support. With the basic install (mysql 4.0+apache2+otrs1.3.2), all works fine. My database was mysql 4.0, so I updated to 4.1 (server and clients) to have unicode enabled database. I set the default-character-set to utf8 in mysql, like mentionned in the FAQ, for both server and client, recreated the otrs database with utf-8 as default charset, converted a dump of the previous db to utf8 with iconv and reinjected it in mysql. The charset config of otrs is set to utf-8. But when I go to the main page I now have that error: --- Erreur: Client does not support authentication protocol requested by server; consider upgrading MySQL client Commentaire: Please contact your admin Rapport d'anomalie: [ Cliquer ici pour signaler une anomalie ! ] Trace du retour d'erreur: ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time:Mon Aug 29 16:28:17 2005 Message: Client does not support authentication protocol requested by server; consider upgrading MySQL client Traceback(17547): Module: Kernel::System::DB::new (v1.40) Line: 222 Module: ModPerl::ROOT::ModPerl::Registry::var_www_otrs_index_2epl::handler (v) Line: 133 Module: (eval) (v1.73) Line: 203 Module: ModPerl::RegistryCooker::run (v1.73) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I'm kinda lost... Perl or mysql problem? Any idea? Thx by advance Bert.

2 1

Sending Notes & Closures
by Joe Fusco 29 Aug '05

29 Aug '05

When I compose a note or use the close function, the only note type option I have is "Note - Internal" How can I set OTRS to send these notes to customers? I am specifically interested in sending a Close notification or problem resolution, if you will, to the customer. Thanks, Joe Fusco

1 0

.procmailrc not executed in SUSE 9.3
by Rainer Hasenzagl 29 Aug '05

29 Aug '05

Hello all, As we moved to a new Hardware, we installed a fresh SUSE 9.3 Linux and OTRS 2.0.2 Tarball. Now we get the problem, that the .procmailrc is not exectued from User otrs. If I place a global procmail.rc file in /etc/, this file will be executed. Postfix is pipeing the mail to procmail --> I can see it in the mail log. On the old hardware with SUSE 9.0 and OTRS 1.3.2 (SUSE RPM) it works fine. So what can be wrong with the new SUSE or maybe procmail?? Can anyone help me pls... Thx! --------------------------------- Gesendet von Yahoo! Mail - Jetzt mit 1GB kostenlosem Speicher

4 3

Date::Format requirement at 2.0.1/2
by Jim Wight 29 Aug '05

29 Aug '05

Whilst investigating using FastCGI with 2.0.1 (and then 2.0.2) I noticed the following being recorded in Apache's error log: FastCGI: server "/addon/local/otrs/current/bin/fcgi-bin/index.fpl" stderr: Can't locate Date/Format.pm in @INC (@INC contains: [snip] at /addon/local/otrs/current/bin/fcgi-bin//../../Kernel/cpan-lib/Mail/Field/Date.pm line 14, <PRODUCT> line 4. bin/otrs.checkModules had not reported anything missing (apart from the non-essential only required for stats). I installed TimeDate-1.16 from CPAN, which fixed that particluar problem. I am also getting the following reported (by both CGI and FastCGI): index.pl: Use of uninitialized value in string eq at /addon/local/otrs/current/bin/cgi-bin//../../Kernel/Output/HTML/Generic.pm line 2041. and at lines 2056, 2072, 2089 and 2105. All of those lines contain the statement: if ($DateInputStyle eq 'Option') { which suggests to me that the Date problem hasn't been fully resolved. How should the Date::Format requirement be fulfilled? Jim

3 3

Re: Problems with attachments on 2.0.1
by Rainer Hasenzagl 29 Aug '05

29 Aug '05

There is an fix available on OTRS CVS System: Download the new Version of Generic.pm (Ver. 1.192) Downloadable via OTRS CVS System: http://otrs.org/cvs/ "Alastair Houghton" <alastair(a)alastairs-place.net> schrieb im Newsbeitrag news:83EF63EF-F195-48BA-B339-1D754220E367@alastairs-place.net... > On 11 Aug 2005, at 16:20, Elmar Germann wrote: > >> Hi Alastair, >> >>> We've just upgraded to OTRS 2.0.1, and we're seeing problems with >>> the attachment support. Specifically, when we try to download or >>> view attachments via the AgentTicketAttachment action, they get >>> truncated. I've checked in the database with a test attachment >>> and the lengths are correct there. >>> Does anyone have any idea what might be wrong? >>> >> >> I can't explain why (seems to me like a bug in perl), but this >> patch fixed the problem at my installation: >> >> otrs/Kernel/Output/HTML/Generic.pm >> 1701c1701,1702 >> < $Output .= "filename=\"$Param{Filename}\"\n"; >> --- >> >>> #$Output .= "filename=\"$Param{Filename}\"\n"; >>> $Output .= "filename=\"".substr($Param{Filename}, 0, length >>> ($Param{Filename}))."\"\n"; >>> > > I think you've just put me on the right track, although I'm not > convinced by your fix (I suspect you've inadvertently introduced a > typo or perhaps commented out the "Content-Length:" line below.) > > Looking at a protocol trace, it's the Content-Length: header that is > erroneous; commenting it out fixes the problem (although it isn't > ideal because the Content-Length: header is useful). > > OK, it's as I thought... the length() function is computing a UTF-8 > length, not a byte count; the fix is to change the line that says > > $Output .= "Content-Length: ".length($Param{Content})."\n"; > > to say > > $Output .= "Content-Length: ".bytes::length($Param{Content})."\n"; > > Everything seems to be working correctly after this change. > > Here's a unidiff: > > --- Generic.pm~ 2005-07-23 12:08:45.000000000 +0100 > +++ Generic.pm 2005-08-11 17:12:42.000000000 +0100 > @@ -1699,7 +1699,7 @@ > $Output .= '; '; > } > $Output .= "filename=\"$Param{Filename}\"\n"; > - $Output .= "Content-Length: ".length($Param{Content})."\n"; > + $Output .= "Content-Length: ".bytes::length($Param{Content})."\n"; > $Output .= "Content-Type: $Param{ContentType}\n\n"; > # fix for firefox HEAD problem > if (!$ENV{REQUEST_METHOD} || $ENV{REQUEST_METHOD} ne 'HEAD') { > > Kind regards, > > Alastair. > > -- > http://www.alastairs-place.net > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > --------------------------------- Gesendet von Yahoo! Mail - Jetzt mit 1GB kostenlosem Speicher

1 0

Malformed UTF-8 character in procmail-2005-08 log
by Rainer Hasenzagl 29 Aug '05

29 Aug '05

I get this error if anyone sends an mail to otrs. Malformed UTF-8 character (unexpected non-continuation byte 0xdf, immediately after start byte 0xfc) in substitution (s///) at /opt/otrs/Kernel/System/Ticket/Article.pm line 101. If I reply and he/she sends angain, this error is not logged. What can this be?? --------------------------------- Gesendet von Yahoo! Mail - Jetzt mit 1GB kostenlosem Speicher

1 0

Re: .procmailrc not executed in SUSE 9.3
by Rainer Hasenzagl 29 Aug '05

29 Aug '05

Hi Christoph, I set the permissions with "chmod 755 /opt/otrs" to drwxr-xr-x and it works! The problem is solved!! Many thx!! "Christoph Kaulich" <kaulich(a)gns-mbh.com> schrieb im Newsbeitrag news:200508291222.36633.kaulich@gns-mbh.com... > Am Montag, 29. August 2005 11:42 schrieb Rainer Hasenzagl: >> Hello all, >> >> As we moved to a new Hardware, we installed a fresh SUSE 9.3 Linux and OTRS > 2.0.2 Tarball. >> Now we get the problem, that the .procmailrc is not exectued from User otrs. >> If I place a global procmail.rc file in /etc/, this file will be executed. >> Postfix is pipeing the mail to procmail --> I can see it in the mail log. >> >> On the old hardware with SUSE 9.0 and OTRS 1.3.2 (SUSE RPM) it works fine. >> >> So what can be wrong with the new SUSE or maybe procmail?? >> > > You have to set /opt/otrs to drwxr-xr-x instead of drwxrwxr-x as > SetPermissions.sh is doing it. > Mabye one should post an bug report. > > > Christoph > _______________________________________________ > OTRS mailing list: otrs - 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/ > --------------------------------- Gesendet von Yahoo! Mail - Jetzt mit 1GB kostenlosem Speicher

1 0

RE: [otrs] Phone ticket answer creates new ticket
by Matthieu Dagoreau 29 Aug '05

29 Aug '05

Hi everybody I am sorry to insist, but this problem prevents me from using OTRS. Anyone help? - System: Windows 2003 - Version: OTRS 2.0.1 Problem description: When an agent creates a ticket with either "phone ticket" or "e-mail ticket", answers from the customer create a new ticket instead of attaching it to the existing one. The ticket number is in the subject, and the follow-up for the queue is set to "possible". Thanks in advance. Matthieu

2 2

enable TicketFreeKey5 and so on ...
by Daniel Balan 29 Aug '05

29 Aug '05

Does any body knows how to enable the TicketFreeKey5 and so on in the interface ? Thanks, Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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RE: [otrs] Phone ticket answer creates new ticket
by Matthieu Dagoreau 29 Aug '05

29 Aug '05

Sorry for all this. Problem solved. It was a configuration problem : the system ID MUST BE a number and not a string... Thanks anyways. ________________________________ De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Matthieu Dagoreau Envoyé : lundi 29 août 2005 10:55 À : User questions and discussions about OTRS.org Objet : RE: [otrs] Phone ticket answer creates new ticket Hi everybody I am sorry to insist, but this problem prevents me from using OTRS. Anyone help? - System: Windows 2003 - Version: OTRS 2.0.1 Problem description: When an agent creates a ticket with either "phone ticket" or "e-mail ticket", answers from the customer create a new ticket instead of attaching it to the existing one. The ticket number is in the subject, and the follow-up for the queue is set to "possible". Thanks in advance. Matthieu

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How to display open tickets in queues from seperate page
by Rudi Kramer 29 Aug '05

29 Aug '05

Good Morning, My company has recently purchase a couple of wallboards and they would like the queue view displayed as a sinlge line on the screens: e.g queue (2) customer emails (10) The only way I can think about doing this is by building a new php page which pulls the data from the database but that's about where I get horribley stuck. Can someone point me in the right direction or perhaps give me a sample sql script which I can then modify? Thanks Rudi _____________________________________________________________________ For super low premiums, click here http://www.dialdirect.co.za/quote http://www.webmail.co.za the South African FREE email service

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Re: Problem with attachments using default charset UTF-8
by Rainer Hasenzagl 29 Aug '05

29 Aug '05

The problem has been solved with Generic.pm Version 1.192. Downloadable via OTRS CVS System: http://otrs.org/cvs/ Thx to Martin Edenhofer how has corrected this problem. "Matthias Müller" <Matthias.Wegner(a)cimt-ag.de> schrieb im Newsbeitrag news:430C80C2.7010602@cimt-ag.de... > Rainer Hasenzagl wrote: > >> >> If I switch the default charset from 'iso-8859-1' to 'UTF-8' in OTRS >> config (Config.pm), I cannot open any attachment (sent by an >> customer). (e.g. Adobe PDF- or Microsoft Word File or any other) >> >> If I switch back to 'iso-8859-1' everything works fine. >> So, I suggest that it is not an DB problem --> I save all attachments >> in the DB (MySQL) >> > > There seems to be a problem in otrs or Perl to distinguis between utf-8 > strings and binary Data in special situations. > Since utf-8 is expanding special chacters to 2 or 3 bytes, every binary > data gets corrupted when this is done accidentially. > In the db the data is only a blob and character set are not relevant, so > everything comes out as it went in. > We had a similar problem. When using utf-8 encoding we could not > foreward articels with binary attachments, since the base64 encoder did > not accept the Data and failed with "Wide character found". > We switched to iso-8859-1 and it works. > Sorry this is only an explanation, but no solution, since debugging this > problem is not easy. > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > --------------------------------- Gesendet von Yahoo! Mail - Jetzt mit 1GB kostenlosem Speicher

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no connection to syslog available
by Emonet Jean-Bruno 29 Aug '05

29 Aug '05

Hello, When i try to log on index.pl or customer, i've got this error : SOFTWARE ERROR no connection to syslog available at ../..//Kernel/System/Log/SysLog.pm line 64 I don't understand, it worked well friday with the same configuration. Any ideas?? JB -- Emonet Jean-Bruno <jbemonet(a)cri74.org>

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Re: RSS feeds?
by Michael March 28 Aug '05

28 Aug '05

I have looked through-out the entire OTRS website and mailing lists and I can not find one mention of a RSS option for OTRS. Am I overlooking something or is RSS functionality not available at this point? Thanks! -- <admiral> Michael F. March <mmarch(a)gmail.com> "Seriously" - HSR Michael F. March ----- mmarch(a)gmail.com Ph: (415)462-1910 ---- Fax: (602)296-0400 P.O. Box 2254 ---- Phoenix, AZ 85002-2254 "Seriously" - HSR

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.procmailrc and recent sendmail
by Alexandre Ghisoli 26 Aug '05

26 Aug '05

Hi, I've upgraded to OTRS 2.0.2, glad to see the report fuctions working with PostgreSQL (referrer to my old post and the broken SQL query and the ORDER BY) So, now I've to change some the procmailrc to support sendmail 8.13 and the SPF (http://spf.pobox.com/) Sendmail add a new line into the message header that looks like : >From smmsp Fri Aug 26 19:34:39 2005 And otrs cannot manage this. So, just add this in the .procmailrc : :0 fhw : * ^>From.*20[0-9][0-9]$ | grep -vi '^>.*' Regards -- Alexandre

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use a different customer db(s)
by Daniel Balan 26 Aug '05

26 Aug '05

Hello OTRS, Let's say I have two customer dbs containing information about my customers. When a message is sent to my tech department I would like to read from those dbs and if the customer found (search after email address) to display some info and to set ticket priority to 4 (high). Does anyone have an implementation like this or have a clue on how to do it? Thanks, Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

3 4

customer suport center
by Alexander Kardailsky 26 Aug '05

26 Aug '05

Dear otrs, I want to make separate pages for customer login, lost pass, create account. Is it possible to do? Also, is it possible to make customer registration with empty password? Thanks. -- Best regards, Alexander

2 2

Working time feature
by Daniel Balan 26 Aug '05

26 Aug '05

Hi there, In the official release you can see as a feature: o WorkingTime feature for ticket time calculations support Does anybody use this one? How should it work? I was expecting the the WorkingTime to increase while editing a ticket but I can not see it. 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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OTRS_USER_...
by Daniel Balan 26 Aug '05

26 Aug '05

Hello OTRS Team, I would like to use OTRS_USER_SALUTATION for my Responses/Salutations, but I think this it is not defined. Is there a way to define my own options using information from data base? 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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RE: [otrs] User interface:Limited Queue access
by West, Bradley G. 26 Aug '05

26 Aug '05

I think I should have noted in my original reply Name of your first queue rather than First Queue Name I can understand where that could be read not as it was intended -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dehnert James Sr Sent: Friday, August 26, 2005 1:16 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] User interface:Limited Queue access Ah ha! It was the First Queue Name in my instance that was the problem. Thanks! On Aug 26, 2005, at 10:04 AM, West, Bradley G. wrote: > It may be a simple syntax error. > > If you have a queue named Dispatch and you wanted it to appear to > the customer as Dispatches your line of code would be as follows: > > $Self->{CustomerPanelOwnSelection} = {'Dispatch' => > 'Dispatches'}; > > If you have a queue named Dispatch that is a subqueue of a > different queue called Tickets then your line of code would be like: > > $Self->{CustomerPanelOwnSelection} = {'Tickets::Dispatch' => > 'Dispatches'}; > > I hope this gets you where you need to be. > > Thanks, > > Brad > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Dehnert James Sr > Sent: Friday, August 26, 2005 11:45 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] User interface:Limited Queue access > > I still seem to be doing something wrong here... > > I added the following to my Config.pm > > # CustomerControlPanel Settings > $Self->{CustomerPanelOwnSelection} = {'First Queue Name' => > 'Dispatch'}; > because I want them to see the Dispatch queue ONLY. With this in > place Dispatch the only queue they see, but when a user tries to > enter a case they are getting the error below.. > > > > Error: Need TicketID! > > Comment: > > Traceback: > ERROR: OTRS-CGI-42 Perl: 5.8.6 OS: linux Time: Fri Aug 26 08:38:01 > 2005 > > Message: Need TicketID! > > Traceback (4900): > Module: Kernel::System::Ticket::Article::ArticleCreate (v1.91) > Line: 84 > Module: Kernel::Modules::CustomerTicketMessage::Run (v1.3) > Line: 311 > Module: Kernel::System::Web::InterfaceCustomer::Run (v1.6) > Line: 677 > Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl > :: > handler (v) Line: 48 > Module: (eval) (v1.36) Line: 202 > Module: ModPerl::RegistryCooker::run (v1.36) Line: 202 > Module: ModPerl::RegistryCooker::default_handler (v1.36) Line: 168 > Module: ModPerl::Registry::handler (v1.99) Line: 30 > > .. so, I commented line line out, restarted otrs and apache and > things are working again, but with all queues visible. > > Have I committed a minor syntax error up there? Or perhaps I need to > put this line in a specific place in the Config.pm. > > Any ideas? > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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UPGRADE OTRS 1.3 to 2
by Serge ALGAROTTI 26 Aug '05

26 Aug '05

Hello, we have try to upgrade from OTRS 1.3 to 2.0.2. We have do as the documentation explain. ALl is ok for the update database. We have a problem with PostMasterPOP3.pl When we run it (under the otrs account) we have: $HOME/bin/PostMasterPOP3.pl Notice: PostMasterPOP3.pl is already running! All is correct in the [PostMaster POP3 Account ] section of the admin menu. We have try to reboot but it is the same problem. have you some clue ? thank for your help, I am stuck ! -- Serge ALGAROTTI [http://www-cemef.cma.fr/] Ecole des Mines de Paris-CEMEF UMR CNRS n° 7635 [tel: 04 93 95 75 75] Validation signature / Trusting signature: http://igc.cru.fr/trust.html

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RE: [otrs] User interface:Limited Queue access
by West, Bradley G. 26 Aug '05

26 Aug '05

It may be a simple syntax error. If you have a queue named Dispatch and you wanted it to appear to the customer as Dispatches your line of code would be as follows: $Self->{CustomerPanelOwnSelection} = {'Dispatch' => 'Dispatches'}; If you have a queue named Dispatch that is a subqueue of a different queue called Tickets then your line of code would be like: $Self->{CustomerPanelOwnSelection} = {'Tickets::Dispatch' => 'Dispatches'}; I hope this gets you where you need to be. Thanks, Brad -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dehnert James Sr Sent: Friday, August 26, 2005 11:45 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] User interface:Limited Queue access I still seem to be doing something wrong here... I added the following to my Config.pm # CustomerControlPanel Settings $Self->{CustomerPanelOwnSelection} = {'First Queue Name' => 'Dispatch'}; because I want them to see the Dispatch queue ONLY. With this in place Dispatch the only queue they see, but when a user tries to enter a case they are getting the error below.. Error: Need TicketID! Comment: Traceback: ERROR: OTRS-CGI-42 Perl: 5.8.6 OS: linux Time: Fri Aug 26 08:38:01 2005 Message: Need TicketID! Traceback (4900): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.91) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.3) Line: 311 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.6) Line: 677 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl:: handler (v) Line: 48 Module: (eval) (v1.36) Line: 202 Module: ModPerl::RegistryCooker::run (v1.36) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.36) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 .. so, I commented line line out, restarted otrs and apache and things are working again, but with all queues visible. Have I committed a minor syntax error up there? Or perhaps I need to put this line in a specific place in the Config.pm. Any ideas? _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] User interface:Limited Queue access
by West, Bradley G. 26 Aug '05

26 Aug '05

Zeke, In the case of nested queues you need to have them in the format of ParentQueue::ChildQueue Note that the ' marks are mandatory in the syntax as is the ending ; Case sensitivity is also a very important issue in this case Did you also restart Apache? I hope this helps. Thanks, Brad -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dehnert James Sr Sent: Wednesday, August 24, 2005 5:03 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] User interface:Limited Queue access Hmm, I added the following ... # CustomerControlPanel Settings $Self->{CustomerPanelOwnSelection} = {'First Queue Name' => 'Dispatch',}; and restarted otrs, but when I log in as a customer I still see all of the queues and I can still create a case and out it on any of those queues. What have I overlooked here? On Aug 24, 2005, at 11:54 AM, West, Bradley G. wrote: > Zeke, > > If you are referring to what the customer sees from the web form > then yes there is an item available for this. > > Add the following to your Config.pm file > > # CustomerControlPanel Settings > $Self->{CustomerPanelOwnSelection} = {'First Queue Name' => > 'First Queue Display Name in pulldown', 'Second Queue Name' => > 'Second Queue Display Name in pulldown',}; > > If you are referring to the agents then you can control this > through a combination of group membership and assignment of group > to the queue. > > I hope this answers your questions. > > Thanks, > > Brad > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Dehnert James Sr > Sent: Wednesday, August 24, 2005 2:04 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] User interface:Limited Queue access > > Is there an easy way to limit the queues a user sees when they access > the user web page? > > We want to have all cases put into 1 queue and 1 queue ONLY. > > > Thanks, > Zeke > > -- > mailto:jdehnert@caymas.com James "Zeke" Dehnert > Phone: 707 283 5042 Fax: 707 283 5001 > -= Eschew Obfuscation =- > "Life is racing, everything else is just waiting" > Coo! => http://www.inference.phy.cam.ac.uk/dasher > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ Thanks, Zeke -- mailto:jdehnert@caymas.com James "Zeke" Dehnert Phone: 707 283 5042 Fax: 707 283 5001 -= Eschew Obfuscation =- "Life is racing, everything else is just waiting" Coo! => http://www.inference.phy.cam.ac.uk/dasher

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RE: [otrs] SMTP Authentication
by West, Bradley G. 26 Aug '05

26 Aug '05

Joe, Sometimes cable and DSL providers require that your user name be in the format: joe(a)ispname.com <mailto:joe@ispname.com> instead of joe You also may have a DNS name resolution problem where your smtp host is not being resolved properly. The only other thing I can think of is changing the default parameter for check MX record to 0 in your Config.pm file. $Self->{CheckMXRecord} = 0; I hope this points you in the right direction Brad _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Joe Fusco Sent: Friday, August 26, 2005 9:51 AM To: otrs(a)otrs.org Subject: [otrs] SMTP Authentication I'm running off a cable modem with the ISPs mail system. I don't have an email account set up with them for OTRS. I have OTRS running local since I am the only user. I'm not worried about incoming mail. I can easily create the tickets by hand. I would, however, like to have OTRS send out notifications of ticket creation, resolution, etc. I modified the config.pm file yesterday to include the following: # SendmailModule $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'smtp.[mailprovider].com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'myusername'; $Self->{'SendmailModule::AuthPassword'} = 'mypassword'; My email, using MS outlook and POP3, works fine. When OTRS tries to send a message, I get "Authentication Failed." Is there some other setting I need to tweak or should I contact the cable company's High Speed Internet helpdesk to see what I need to do to authenticate? Thanks, Joe Fusco

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Strange Error - Internal Error or Misconfiguration
by martoQ 26 Aug '05

26 Aug '05

I am getting an internal error or misconfiguration message after every page. Heres the really weird part, its after an OK code 200 message and theres no entry in the log. Yet after every single page, I get the error. Any ideas? >>>>>>>>>> Error Message after each page OK The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log.

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Phone ticket answer creates new ticket
by Matthieu Dagoreau 26 Aug '05

26 Aug '05

Hello everybody, I've been using OTRS 2.0.1 for a few days now, and noticed that when I create a new ticket using the "phone ticket" feature and the customer answers it (or its notification) another new ticket is created! Is it a normal behaviour or did I configured something wrong? Thanks in advance Matthieu

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SMTP Authentication
by Joe Fusco 26 Aug '05

26 Aug '05

I'm running off a cable modem with the ISPs mail system. I don't have an email account set up with them for OTRS. I have OTRS running local since I am the only user. I'm not worried about incoming mail. I can easily create the tickets by hand. I would, however, like to have OTRS send out notifications of ticket creation, resolution, etc. I modified the config.pm file yesterday to include the following: # SendmailModule $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'smtp.[mailprovider].com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'myusername'; $Self->{'SendmailModule::AuthPassword'} = 'mypassword'; My email, using MS outlook and POP3, works fine. When OTRS tries to send a message, I get "Authentication Failed." Is there some other setting I need to tweak or should I contact the cable company's High Speed Internet helpdesk to see what I need to do to authenticate? Thanks, Joe Fusco

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Roles / Groups / Users
by Daniel Balan 26 Aug '05

26 Aug '05

Hello Otrs, Din some one implemented all these? Is there any documentation in order to explain more about OTRS philosophy ? 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 more 'Phone call at %s' ?
by Alex Mihicinac 26 Aug '05

26 Aug '05

Hi all, I'm currently upgrading OTRS 1.3.2 to 2.0.2 and in Language files I can't find variable 'Phone call at %s' => '' which was used to preset "Subject field" in "Create New Phone Ticket" view. Can someone tell me if it's still possible to preset that filed? TIA! best regards, Alex

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Notifications
by pepialba＠gmail.com 26 Aug '05

26 Aug '05

Hi, Ive a doubte. Were using otrs as our trouble ticket system, and we have a little problem. We have configured the notifications to customers, but we only want to notify when a customer open a new ticket and when the ticket is closed, but not when the ticket has been changed of state, only the state closed. Is it possible to do? Thanks a lot.

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Getting Error Module " not found
by Rainer Hasenzagl 26 Aug '05

26 Aug '05

Hi all! Me is an Admin in OTRS, and I want to update Agent accounts. (We use OTRS 2.0.1 with LDAP authentication for our Agents and DB authentication for the customers.) After updating the fields, and a click on the Update Button, the following error is displayed: Error: Module '' not found! Comment:publish Error: [input] 
 
 Message: Module '' not found! 
 
 Traceback (8275): 
 Module: Kernel::Modules::AdminUser::Run (v1.29 ) Line: 81 
 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 687 
 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 
 Module: (eval) (v1.80) Line: 202 
 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 
 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 
 Module: ModPerl::Registry::handler (v1.99) Line: 30 
 

" name=comment> [input] [input] Traceback:ERROR: OTRS-CGI-99 Perl: 5.8.6 OS: linux Time: Thu Aug 25 17:32:47 2005 Message: Module '' not found! Traceback (8275): Module: Kernel::Modules::AdminUser::Run (v1.29 ) Line: 81 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 687 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 Where could be the problem? In OTRS 1.3.2 I never had this problem. Hope you can help me?! Regards Rainer H. --------------------------------- Gesendet von Yahoo! Mail - Jetzt mit 1GB kostenlosem Speicher

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multidomains
by Alexander Kardailsky 25 Aug '05

25 Aug '05

Dear otrs, Could you please explain how should I configure otrs for mulitple domains? Should I have several copies of otrs folder or it's just settings in config.pm file or somewhere else? Thanks in advance. -- Best regards, Alexander

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RE: [otrs] Changing the link color of a URL in the footer
by West, Bradley G. 25 Aug '05

25 Aug '05

Zeke, The optimal thing to do is to define a new theme for your use. Create a new directory in /opt/otrs/Kernel/Output/HTML Copy the contents of the ./Standard directory into it Modify the associated dtl files. I think the main one is css.dtl You will then need to add the new theme to your database using sql. I can't remember exactly how to do this but there are tons of posts on the forum that direct you to the right link on the otrs website. I hope this helps. Thanks, Brad -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dehnert James Sr Sent: Thursday, August 25, 2005 12:13 PM To: User questions and discussions about OTRS.org Subject: [otrs] Changing the link color of a URL in the footer OK, I've massaged the customer interface into something appropriately corporate looking, and I was able to add a link to the footer section quite easily, however I cannot seem to effect a color change for that link. As it sits, the default link color pretty much disappears on the chosen background color. All I really want to do is have the link be black before, during, and after clicking on it. I have played around with it a bit, but no luck so far. Can anyone tell me either 1) where this info is in the docs or 2) just a direct pointer to what I need to tweak. Thanks, Zeke -- mailto:jdehnert@caymas.com James "Zeke" Dehnert Phone: 707 283 5042 Fax: 707 283 5001 -= Eschew Obfuscation =- "Life is racing, everything else is just waiting" Cool and handy! ==>> http://www.spamgourmet.com

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(no subject)
by John Heidingsfelder 25 Aug '05

25 Aug '05

Hello, I was wondering if anyone here has implemented otrs 2.0.2-01 on Suse 9.3. I'm having issues starting the apache2-prefork service after otrs is installed. apache2-2.0.54-4.1 apache2-prefork-2.0.54-4.1 otrs-2.0.2-01.i386.rpm rcapache2 restart [Thu Aug 25 10:53:27 2005] [warn] module perl_module is already loaded, skipping Syntax OK Shutting down httpd2 (waiting for all children to terminate) done Starting httpd2 (prefork) [Thu Aug 25 10:53:27 2005] [warn] module perl_module is already loaded, skipping failed Loads proper once otrs is removed. rcapache2 start Starting httpd2 (prefork) [Thu Aug 25 10:54:25 2005] [warn] module perl_module is already loaded, skipping done I have recomplied from source and installed as well, with the same effect. Can anyone recommend a proper OS/apache2 version to use with otrs? Thanks for your advice. John

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(no subject)
by John Heidingsfelder 25 Aug '05

25 Aug '05

Almost forgot. The mod_perl version: apache2-mod_perl 2.0.1-2.1

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Accounted Time
by Danie 25 Aug '05

25 Aug '05

Hi All , How does the "Accounted Time" feature work , does the agent simply enter the amount of "real" time spent on a ticket , and is this measured in hours/minutes/value? 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. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. "Time is an illusion. Lunchtime double so." (Douglas Adams.) ------------------------------------------------------------------------------------------------------------------------------------------ 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. ------------------------------------------------------------------------------------------------------------------------------------------

3 4

Email Delivery and Spam
by Danie 25 Aug '05

25 Aug '05

Hi all , I'm trying to wrap my mind around this whole procmail filtering concept , seeing as I am quite new to this please bare with me. We have a few support email adresses where customers send problems/requests to.We have a Debian (postfix) email gateway that runs Spamassasin , however only blocking reported spammers. We do still get some arb emails from all over (seeing as our support email adresses are listed on our websites). I have read the docs , but due to my limited exp with postfix/procmail , I cannot quite get there. There is also no sure fire way of tagging emails as spam initially (powers that be wants ALL mail to come through *sic*) on the support boxes. How would I go about setting up some sort of filtering on either the email gateway or the otrs system to not have 1000's of spam tickets to be created? 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. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. "Time is an illusion. Lunchtime double so." (Douglas Adams.) ------------------------------------------------------------------------------------------------------------------------------------------ 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

AgentCostumer.pm vs. AgentTicketCustomer.pm
by Rainer Hasenzagl 25 Aug '05

25 Aug '05

I use OTRS Ver. 2_0_1 + CVS updated Modules. If I do an search for Customer ID: e.g. 123456 I get all closed, opend, ..... tickets. I then select the Customers ID, the result is an error: Error: Module 'Kernel::Modules::AgentCustomer' not found! Traceback:ERROR: OTRS-CGI-99 Perl: 5.8.6 OS: linux Time: Thu Aug 25 14:09:55 2005 Message: Module 'Kernel::Modules::AgentCustomer' not found! Traceback (5838): Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 204 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 I tested the same again but do not select the Customer ID. I've selected the Ticket ID e.g. 100001 and then the Customer ID --> it worked!!! Recently I found out, that the URL's are different at these 2 tests: Searchlist: /otrs/index.pl?Action=AgentCustomer&TicketID=1300">http://<OTRS-HOST>/otrs/index.pl?Action=AgentCustomer&TicketID=1300 TicketZoom: /otrs/index.pl?Action=AgentTicketCustomer&TicketID=1300">http://<OTRS-HOST>/otrs/index.pl?Action=AgentTicketCustomer&TicketID=1300 Has anyone an idee? Bug?! Gesendet von Yahoo! Mail: http://mail.yahoo.de Noch schneller mailen? Yahoo! Messenger: http://de.messenger.yahoo.com

1 0

AW: [otrs] Agent notifications are not sent
by Matthias Wegner 25 Aug '05

25 Aug '05

got the solution, the Firewall in the network checks if the sender of the outgoing mailaddress is correct. Per default the sender of notifications is otrs@<otrs_config_fQDN> In my case FQDN was not valid for sending outgoing mails. After setting a valid Sender Email adress in Config.pm $Self->{NotificationSenderEmail} = 'otrs(a)blabla.com'; everything works fine -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Matthias Wegner Gesendet: Donnerstag, 25. August 2005 11:20 An: otrs(a)otrs.org Betreff: [otrs] Agent notifications are not sent Hi there, one of my otrs systems is not sending its agent notifications. After receiving a message there is the following log entry Sent agent 'NewTicket' notification to 'xxxxx' xxxx ist the correct maildress. But i dont get the notification Mail. Sending an "AdminEmail" works fine. Sending answeres and forwarding messages works fine. Any ideas to this riddle ? Matthias Wegner

1 0

Agent notifications are not sent
by Matthias Wegner 25 Aug '05

25 Aug '05

Hi there, one of my otrs systems is not sending its agent notifications. After receiving a message there is the following log entry Sent agent 'NewTicket' notification to 'xxxxx' xxxx ist the correct maildress. But i dont get the notification Mail. Sending an "AdminEmail" works fine. Sending answeres and forwarding messages works fine. Any ideas to this riddle ? Matthias Wegner

1 0

Attachments are missing
by Mitchell Wasson 24 Aug '05

24 Aug '05

Email attachments such as PDF and word docs are not being transfered to OTRS. I have switched between UTF-8 and iso-8859-1 but still no attachments. Under charset iso-8859-1, each ticket has a line stating: "This message was written in a character set other than your own...." Charset changes were made in otrs\kernel\Config.pm. OTRS is running under Windows. Thanks in advance

1 0

RE: [otrs] User interface:Limited Queue access
by West, Bradley G. 24 Aug '05

24 Aug '05

Zeke, If you are referring to what the customer sees from the web form then yes there is an item available for this. Add the following to your Config.pm file # CustomerControlPanel Settings $Self->{CustomerPanelOwnSelection} = {'First Queue Name' => 'First Queue Display Name in pulldown', 'Second Queue Name' => 'Second Queue Display Name in pulldown',}; If you are referring to the agents then you can control this through a combination of group membership and assignment of group to the queue. I hope this answers your questions. Thanks, Brad -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dehnert James Sr Sent: Wednesday, August 24, 2005 2:04 PM To: User questions and discussions about OTRS.org Subject: [otrs] User interface:Limited Queue access Is there an easy way to limit the queues a user sees when they access the user web page? We want to have all cases put into 1 queue and 1 queue ONLY. Thanks, Zeke -- mailto:jdehnert@caymas.com James "Zeke" Dehnert Phone: 707 283 5042 Fax: 707 283 5001 -= Eschew Obfuscation =- "Life is racing, everything else is just waiting" Coo! => http://www.inference.phy.cam.ac.uk/dasher

2 1

Problem with attachments using default charset UTF-8
by Rainer Hasenzagl 24 Aug '05

24 Aug '05

Hello! If I switch the default charset from 'iso-8859-1' to 'UTF-8' in OTRS config (Config.pm), I cannot open any attachment (sent by an customer). (e.g. Adobe PDF- or Microsoft Word File or any other) If I switch back to 'iso-8859-1' everything works fine. So, I suggest that it is not an DB problem --> I save all attachments in the DB (MySQL) What can be wrong? Can anyone help me pls?! Gesendet von Yahoo! Mail: http://mail.yahoo.de Noch schneller mailen? Yahoo! Messenger: http://de.messenger.yahoo.com

2 1

CustomerGroupSupport and LDAP
by Nigel Gibbs 24 Aug '05

24 Aug '05

Hello all, We're currently using OTRS 1.3 at our office to support one of our large customers and we use LDAP for the customer user backend across a VPN to their AD server. This allows all their staff to track tickets they have submitted. It's been working very well up to now and we are really pleased with it. We've won some more large support contracts, and I've been asked to extend the coverage of our OTRS server to now include these new organisations. I'd like to use LDAP authentication over VPN again and understand that I can define multiple LDAP sources for customer info & auth backends, so on the face of it these new organisations should be able to use our OTRS without issue. However, I need to tie down the users to seeing only queues relevant to their own respective organisations, as we use queues to represent their offices for reporting. I understand that I need to use $Self->{CustomerGroupSupport} = 1; and 'customer groups' so that I can tie down the users to seeing only queues from their own organisations. What we need is, for example, if a user is authenticated via 'LDAP 1' then they should be in 'Group 1', while if your authenticated through 'LDAP 2' then you should be in 'Group 2'. I have looked at the $Self->{CustomerGroupAlwaysGroups} = ['users', 'info']; option but this seems to affect all users, rather than a dynamic subset of users. Can anyone suggest a solution? Thanks in advance -Nigel

1 0

OTRS- Which is better Linux version or the windows version?
by KartheeK 24 Aug '05

24 Aug '05

Hello, I am in the process of installing OTRS-2.02 at my office, I wanted to know which of the OTRS is better OTRS-Linux[fc3] Version or the windows version- Why?? which is easy to configure? and which is stable among the two? Any inputs regarding the matter will be a welcome..... Regards KartheeK --------------------------------- Check out Yahoo! India Rakhi Special for Rakhi shopping, contests and lots more. http://in.promos.yahoo.com/rakhi/index.html

1 0

RE: [otrs] Email configuration questions
by West, Bradley G. 23 Aug '05

23 Aug '05

I agree that it is entirely based on your needs. We have 4 different business units, each assigned an email address that dispatches to a specific queue where an approving authority is notified of queue objects awaiting their "approval". -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dehnert James Sr Sent: Tuesday, August 23, 2005 1:11 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Email configuration questions I'd say thats up to you. We don't have too much volume so all mail comes to 1 address and we dispatch it from there. I suppose you could set up a number of addresses and have support requests go right to a specific queue, but your end users will need to know what to send to where. Volume would dictate I think On Aug 23, 2005, at 9:41 AM, James Marcinek wrote: > Thanks for the reply. > > I added the user information as per your info. Does each queue have > to have a > separate email account or can one email account be used for the whole > application? > > Thanks, > > James > > > > "User questions and discussions about OTRS.org" > <otrs(a)otrs.org> > wrote: > >> James, >> >> We have an Exchange mail system also here. What you'll need to do >> is to >> ensure that you have POP3 setup on the Exchange side as an available >> protocol, some administrators disable this in favor of IMAP, HTTP, >> and/or >> RPC communications. >> >> You will need to make the following configuration changes to your >> Defaults.pm file >> >> $Self->{CheckMXRecord} = 0; (Unless you want to do DNS Lookups >> for >> external email) >> >> $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; >> $Self->{'SendmailModule::Host'} = 'IP Address of Mail Server'; >> $Self->{'SendmailModule::AuthUser'} = 'NT User name (without >> domain)'; >> $Self->{'SendmailModule::AuthPassword'} = 'NT User Password'; >> >> Samples of these configurations should be in the Kernel/Config/ >> Defaults.pm >> file for your reference. Also, check out the 1.3.2 documentation >> online as >> it provides decent instructions on getting cronjobs to work. >> >> Thanks, >> >> Brad >> >> >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >> Behalf Of >> James Marcinek >> Sent: Monday, August 22, 2005 3:25 PM >> To: otrs(a)otrs.org >> Subject: [otrs] Email configuration questions >> >> Hello Everyone, >> >> I just started using OTRS and have configuration questions that I >> hope >> someone >> can answer for me. I have been reading through the manual but >> I'm not >> getting >> enough out of it to grab the concepts. >> >> I set OTRS on a CentOS 4(open source RHEL) running apache and >> mysqld. This >> has >> been setup and is running. >> >> Our email server is on an exchange system. Although I've seen the >> POP3 >> settings, >> I would appreciate it if somebody could explain how to setup >> access to the >> mail >> server. If I use the web gui to create an email account do I still >> have to >> automate a cron job to get mail? Should I use more than one email >> account to >> recieve mails? What mail account is used to send emails from OTRS >> (and how >> to >> set it up to authenticate and send to exchange). >> >> 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/ >> >> > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.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] Email configuration questions
by James Marcinek 23 Aug '05

23 Aug '05

Thanks for the reply. I added the user information as per your info. Does each queue have to have a separate email account or can one email account be used for the whole application? Thanks, James "User questions and discussions about OTRS.org" <otrs(a)otrs.org> wrote: > James, > > We have an Exchange mail system also here. What you'll need to do is to > ensure that you have POP3 setup on the Exchange side as an available > protocol, some administrators disable this in favor of IMAP, HTTP, and/or > RPC communications. > > You will need to make the following configuration changes to your > Defaults.pm file > > $Self->{CheckMXRecord} = 0; (Unless you want to do DNS Lookups for > external email) > > $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; > $Self->{'SendmailModule::Host'} = 'IP Address of Mail Server'; > $Self->{'SendmailModule::AuthUser'} = 'NT User name (without domain)'; > $Self->{'SendmailModule::AuthPassword'} = 'NT User Password'; > > Samples of these configurations should be in the Kernel/Config/Defaults.pm > file for your reference. Also, check out the 1.3.2 documentation online as > it provides decent instructions on getting cronjobs to work. > > Thanks, > > Brad > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > James Marcinek > Sent: Monday, August 22, 2005 3:25 PM > To: otrs(a)otrs.org > Subject: [otrs] Email configuration questions > > Hello Everyone, > > I just started using OTRS and have configuration questions that I hope > someone > can answer for me. I have been reading through the manual but I'm not > getting > enough out of it to grab the concepts. > > I set OTRS on a CentOS 4(open source RHEL) running apache and mysqld. This > has > been setup and is running. > > Our email server is on an exchange system. Although I've seen the POP3 > settings, > I would appreciate it if somebody could explain how to setup access to the > mail > server. If I use the web gui to create an email account do I still have to > automate a cron job to get mail? Should I use more than one email account to > recieve mails? What mail account is used to send emails from OTRS (and how > to > set it up to authenticate and send to exchange). > > 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/ >

2 1

Re: [otrs] Email configuration questions
by James Marcinek 23 Aug '05

23 Aug '05

I tried to send a admin-mail to recipients on the exchange server but recieved the following types of errors in the maillog: Aug 23 13:12:53 ticket sendmail[2197]: j7NHCrnY002197: Authentication-Warning: ticket.compserv.global: apache set sender to otrs(a)compserv.com using -f Aug 23 13:12:53 ticket sendmail[2197]: j7NHCrnY002197: from=otrs(a)compserv.com, size=493, class=0, nrcpts=2, msgid=<1124817173.67302.3230221448(a)ticket.compserv.global>, relay=apache@localhost Aug 23 13:12:53 ticket sendmail[2198]: j7NHCrCA002198: from=<otrs(a)compserv.com>, size=679, class=0, nrcpts=2, msgid=<1124817173.67302.3230221448(a)ticket.compserv.global>, proto=ESMTP, daemon=MTA, relay=localhost.localdomain [127.0.0.1] Aug 23 13:12:53 ticket sendmail[2197]: j7NHCrnY002197: to=wpatterson@compserv.com,jmarcinek@compserv.com, ctladdr=otrs(a)compserv.com (48/48), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=60493, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (j7NHCrCA002198 Message accepted for delivery)Aug 23 13:12:53 ticket sendmail[2200]: j7NHCrCA002198: to=<jmarcinek(a)compserv.com>,<wpatterson(a)compserv.com>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=150679, relay=compserv.com, dsn=5.1.2, stat=Host unknown (Name server: compserv.com: no data known)Aug 23 13:12:53 ticket sendmail[2200]: j7NHCrCA002198: j7NHCrCA002200: DSN: Host unknown (Name server: compserv.com: no data known)Aug 23 13:12:53 ticket sendmail[2200]: j7NHCrCA002200: to=<otrs(a)compserv.com>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=31886, relay=compserv.com, dsn=5.1.2, stat=Host unknown (Name server: compserv.com: no data known) I think I don't have the relay information setup in the mail server. I'm using sendmail. Although I've configured mail server's before, I haven't set one up to relay mail to another server. Can anyone help? Thanks, James "User questions and discussions about OTRS.org" <otrs(a)otrs.org> wrote: > I'd say thats up to you. We don't have too much volume so all mail > comes to 1 address and we dispatch it from there. > > I suppose you could set up a number of addresses and have support > requests go right to a specific queue, but your end users will need > to know what to send to where. > > Volume would dictate I think > > On Aug 23, 2005, at 9:41 AM, James Marcinek wrote: > > > Thanks for the reply. > > > > I added the user information as per your info. Does each queue have > to have a > > separate email account or can one email account be used for the whole > > application? > > > > Thanks, > > > > James > > > > > > > > "User questions and discussions about OTRS.org" > > <otrs(a)otrs.org> > > wrote: > > > >> James, > >> > >> We have an Exchange mail system also here. What you'll need to do > >> is to > >> ensure that you have POP3 setup on the Exchange side as an available > >> protocol, some administrators disable this in favor of IMAP, HTTP, >> and/or > >> RPC communications. > >> > >> You will need to make the following configuration changes to your > >> Defaults.pm file > >> > >> $Self->{CheckMXRecord} = 0; (Unless you want to do DNS Lookups >> for > >> external email) > >> > >> $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; > >> $Self->{'SendmailModule::Host'} = 'IP Address of Mail Server'; > >> $Self->{'SendmailModule::AuthUser'} = 'NT User name (without >> domain)'; > >> $Self->{'SendmailModule::AuthPassword'} = 'NT User Password'; > >> > >> Samples of these configurations should be in the Kernel/Config/ > >> Defaults.pm > >> file for your reference. Also, check out the 1.3.2 documentation > >> online as > >> it provides decent instructions on getting cronjobs to work. > >> > >> Thanks, > >> > >> Brad > >> > >> > >> -----Original Message----- > >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > >> Behalf Of > >> James Marcinek > >> Sent: Monday, August 22, 2005 3:25 PM > >> To: otrs(a)otrs.org > >> Subject: [otrs] Email configuration questions > >> > >> Hello Everyone, > >> > >> I just started using OTRS and have configuration questions that I > >> hope > >> someone > >> can answer for me. I have been reading through the manual but > >> I'm not > >> getting > >> enough out of it to grab the concepts. > >> > >> I set OTRS on a CentOS 4(open source RHEL) running apache and > >> mysqld. This > >> has > >> been setup and is running. > >> > >> Our email server is on an exchange system. Although I've seen the > >> POP3 > >> settings, > >> I would appreciate it if somebody could explain how to setup > >> access to the > >> mail > >> server. If I use the web gui to create an email account do I still >> have to > >> automate a cron job to get mail? Should I use more than one email > >> account to > >> recieve mails? What mail account is used to send emails from OTRS > >> (and how > >> to > >> set it up to authenticate and send to exchange). > >> > >> 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/ > >> > >> > > > > > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.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

Translation in notifications
by Matthieu Dagoreau 23 Aug '05

23 Aug '05

Hi all, I am a new user to OTRS and have been configuring it to send notifications on state update. But the state appears in English and not in the language the customer account as been configured in. Is it possible to change that? The notification uses the variable "<OTRS_TICKET_State>" and the customer gets "open" or "closed"... whereas it is well translated in the web interface. Thanks in advance Matthieu

1 0

RE: [otrs] Email configuration questions
by West, Bradley G. 23 Aug '05

23 Aug '05

James, We have an Exchange mail system also here. What you'll need to do is to ensure that you have POP3 setup on the Exchange side as an available protocol, some administrators disable this in favor of IMAP, HTTP, and/or RPC communications. You will need to make the following configuration changes to your Defaults.pm file $Self->{CheckMXRecord} = 0; (Unless you want to do DNS Lookups for external email) $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'IP Address of Mail Server'; $Self->{'SendmailModule::AuthUser'} = 'NT User name (without domain)'; $Self->{'SendmailModule::AuthPassword'} = 'NT User Password'; Samples of these configurations should be in the Kernel/Config/Defaults.pm file for your reference. Also, check out the 1.3.2 documentation online as it provides decent instructions on getting cronjobs to work. Thanks, Brad -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek Sent: Monday, August 22, 2005 3:25 PM To: otrs(a)otrs.org Subject: [otrs] Email configuration questions Hello Everyone, I just started using OTRS and have configuration questions that I hope someone can answer for me. I have been reading through the manual but I'm not getting enough out of it to grab the concepts. I set OTRS on a CentOS 4(open source RHEL) running apache and mysqld. This has been setup and is running. Our email server is on an exchange system. Although I've seen the POP3 settings, I would appreciate it if somebody could explain how to setup access to the mail server. If I use the web gui to create an email account do I still have to automate a cron job to get mail? Should I use more than one email account to recieve mails? What mail account is used to send emails from OTRS (and how to set it up to authenticate and send to exchange). 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/

1 0

Move ticket to different queue if nothing happens ...
by Niels Kueck 23 Aug '05

23 Aug '05

Hi, we have an installation with one 1st level support queue and several 2nd level queues. If 1st level cannot answer the ticket they will move the ticket to one of the 2nd level queues. Depending on the ticket content. What we would like to have is an automatically action to move the ticket back to the 1st level queue if the guys from the 2nd level don't handle the ticket within 2 days. I thought that this should be possible with the generic agent, but in the generic agent configuration - I can just see the default queues like Junk, Spam, Postmaster, but not my own ones. - I don't see any possibility to filter for tickets with '2 days without action'. Does anyone has an idea how to get this working ? Thanks, Niels Kueck. -- 5 GB Mailbox, 50 FreeSMS http://www.gmx.net/de/go/promail +++ GMX - die erste Adresse f�r Mail, Message, More +++

1 0

Error when running cronjob on Debian
by Danie 23 Aug '05

23 Aug '05

Hi , I'm getting the following error everytime I want to run otrs_postmaster_pop3: Subject: Cron <otrs@jupiter> otrs /usr/share/otrs/bin/PostMasterPOP3.pl >> /dev/null X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/usr/share/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> Date: Tue, 23 Aug 2005 10:23:01 +0200 (SAST) /bin/sh: otrs: command not found As I am not that familiar with cron not sure where to start looking for this. I change my shell to /bin/bash as well but to no avail. Any help/tips would be appreciated. Also it seems installation documentation on Debian systems are non existent? If anyone has howtos/links that would be greatly appreciated. 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. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. "Time is an illusion. Lunchtime double so." (Douglas Adams.) ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

2 1

Email configuration questions
by James Marcinek 22 Aug '05

22 Aug '05

Hello Everyone, I just started using OTRS and have configuration questions that I hope someone can answer for me. I have been reading through the manual but I'm not getting enough out of it to grab the concepts. I set OTRS on a CentOS 4(open source RHEL) running apache and mysqld. This has been setup and is running. Our email server is on an exchange system. Although I've seen the POP3 settings, I would appreciate it if somebody could explain how to setup access to the mail server. If I use the web gui to create an email account do I still have to automate a cron job to get mail? Should I use more than one email account to recieve mails? What mail account is used to send emails from OTRS (and how to set it up to authenticate and send to exchange). Thanks, James

1 0

Generic Agent Web-interface and Cron job relationship
by nuttapong 22 Aug '05

22 Aug '05

Dear all, I'm seeking clarification on the relationship between Generic Agent (set up via Web-interface) and Cron Job setting. As we can specify or set the Generic agent job to be run via Web interface, do we still need to set up the cron job to run the GenericAgent.pl? I had set up one Generic agent job (using web-interface)to delete the ticket that I had move it to Junk queue every 10:30 am Manday, without setting up cron job. It seem to me that the job never get execute by itself as the pre-config schedule (I can click Run Now to execute the job manually). Or if I have to set up the cron job to execute my Web-interface generic Agent job, can anyone give me the step to do so? With best regards Nuttapong

2 1

Tickets locked after close
by UIUC Library OTRS Admin 22 Aug '05

22 Aug '05

There seems to be a strange inconsistency when closing tickets one-by-one and when closing via bulk action. If a ticket arrives and I immediately choose to close it (e.g., it is obvious spam), then the ticket closes and unlocks. However, if I choose to close it by using the bulk action method, the ticket closes but remains locked by me. (Note that the lock pulldown is selected to be "Unlock ticket.) This second behavior is a problem since I do now want to have to then go in and unlock all the tickets I have just closed. Is this the way bulk action is supposed to work? Thanks, UIUC Library OTRS admin

1 0

customize customer.pl
by anushya beauty 22 Aug '05

22 Aug '05

Hi, I want to customize customer.pl. Actually when we login to the customer.pl, it directly shows the MyTickets page. I want to customize like to show some other page. For example, I created MyProperty page which contains the details of the property that we are dealing. What I want is, when I login to customer.pl it should directly show the MyProperty page. I tried to find the solution. But I failed. Anybody could you please help me to achieve what I want?. Thanks in advance, with regards, G.Anushya. with regards,G.Anushya,anushya(a)wellspringsystems.com ____________________________________________________ Send a rakhi to your brother, buy gifts and win attractive prizes. Log on to http://in.promos.yahoo.com/rakhi/index.html

1 0

map to a group limited access to admin module
by Anton Todorov 22 Aug '05

22 Aug '05

Hi, What is the right way toimplement this? I am using http://doc.otrs.org/cvs/en/html/permission-module.html as reference. 1. Created grup 'managecust' and map 'rw' rights to test agent 2. added to Kernel/Config.pm $Self->{'Module::Permission'}->{'AdminCustomerUser'} = ['admin', 'managecust']; 3. added to AgentNavigationBar.dtl <a href="$Env{"Baselink"}Action=AdminCustomerUser">ManageCust</a> 4. When I am loggied in by test agent the system displays "No Permission!" I am looking for some typo, but not found solution yet. Otrs 2.0.x Debian 3.1 (Sarge) still not using mod_perl Best Regards, Anton Todorov

1 0

Unlock timeout
by nuttapong 22 Aug '05

22 Aug '05

Dear all, I have some point regarding configuration of Queue Ticket Unlock timeout setting to seek guidance, In the Queue setting it said "If an agent locks a ticket and he/she will not send an answer within this time, the ticket will be unlock automatically. So the ticket is viewable for all other agents." I had set it to 5 which suppose to mean after 5 minute the ticket should be unlock and the other agent shall able to see the ticket, but it seem to be not working! Is there any trick or step that I might miss out? Do I have to set up a cron job to unlock the ticket? I'm still on OTRS 1.3.2 on Suse 9.3 and Apche 2.0 Best Rgds Nuttapong

2 1

Getting mail into OTRS
by berg＠san.rr.com 20 Aug '05

20 Aug '05

I'm looking for some help getting email into OTRS 2.0. I can access otrs via the webserver and I can see that fetchmail is getting the mail. It's connecting to my IMAP server and dropping the mail into /var/mail/otrs but I'm not sure where to go next. For background the OS is SuSE 9.3 Pro. I installed OTRS via the SuSE rpm and the webserver is Apache 2.0. Procmail is running. Thanks, Joel

6 8

show all caller's tickets
by Baughn,Jeff 19 Aug '05

19 Aug '05

How can I modify the system so that when an agent takes a phone call from a user and inputs that user's username or customer ID into a new phone ticket, OTRS will pull up all of that customer's tickets or history at the bottom of the screen? I thought it did so when I was evaluating OTRS, but now that I have an actual install that I'm going to roll-out, I can't seem to get it working again. Thanks. -Jeff

1 0

RE: [otrs] TicketHook Issue after upgrade to 2.0.1
by West, Bradley G. 19 Aug '05

19 Aug '05

I haven't heard about a list but from what I'm seeing a lot of things have simply been broken down into their component structures TicketHook becomes Ticket::Hook TicketNumberGenerator becomes Ticket::NumberGenerator TicketNumberGenerator::AutoIncrement::MinCounterSize becomes Ticket::MinCounterSize Are just a few examples of changes I had to make. A good source would be to look at the Defaults.pm and the Config/Files/Ticket.pm files. These should reflect the new syntax. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Moritz Bunkus Sent: Friday, August 19, 2005 8:37 AM To: otrs(a)otrs.org Subject: Re: [otrs] TicketHook Issue after upgrade to 2.0.1 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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] TicketHook Issue after upgrade to 2.0.1
by West, Bradley G. 19 Aug '05

19 Aug '05

The new format in 2.0.1 is $Self->{'Ticket::Hook'} = 'Your Ticket Hook String Here'; _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Paul O'Neill - Valista Sent: Thursday, August 18, 2005 9:40 AM To: otrs(a)otrs.org Subject: [otrs] TicketHook Issue after upgrade to 2.0.1 Hi, I upgraded from 1.3 to 2.0.1, there were a couple of small database issues that I had to fix but all seemed fine. However the one thing I cannot fix is the TicketHook. Here is my setting in $OTRS_HOME/Kernel/Config.pm: Self->{'TicketHook'} = 'Call ID#: '; However all new tickets are generated with the subject [Ticket#1003147] instead of the desired [Call ID#: 1003147] I have of course bounced the webserver after making the changes to Config.pm. This was the setting I used in OTRS 1.3 Can someone point me at something I may be doing wrong ? thanks paul....

2 1

calendar display time increments -- adjustable?
by Mark Nernberg 18 Aug '05

18 Aug '05

How can I change the calendar display to show time increments of 15 or 30 minutes instead of hourly? Also, is it possible to change the calendar event-creation dialogue to offer times in 15-minute increments instead of 1- minute increments? Lastly, in the calendar display, if I schedule an event from 3PM - 4PM, and another from 4PM - 5PM, the display shows overlap at 4PM. Would it be possible to change that so that if I schedule the 3PM event, it shows from 3PM (inclusive) to 4PM (exclusive) so that the event doesn't appear in the 4pm hour? -- 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.

1 0

OTRS 2.0.1 Calendar Error
by mbesponga＠greendot.com.ph 18 Aug '05

18 Aug '05

Hello, I am using OTRS 2.0.1. The ff error is repeatedly appearing on "System Log": Table 'otrs.calendar_event' doesn't exist, SQL: 'SELECT id FROM calendar_event WHERE (start_time >= '2005-08-18 19:49:19' AND end_time <= '2005-08-25 23:59:59') OR (start_time >= '2005-08-18 19:49:19' AND start_time <= '2005-08-25 23:59:59') OR (end_time >= '2005-08-18 19:49:19' AND end_time <= '2005-08-25 23:59:59') OR (start_time <= '2005-08-18 19:49:19' AND end_time >= '2005-08-25 23:59:59') ORDER BY start_time' I believe this is related to database, am I correct? I do not have any idea how to solve this, hoping help from you. (= Len

2 1

TicketHook Issue after upgrade to 2.0.1
by Paul O'Neill - Valista 18 Aug '05

18 Aug '05

Hi, I upgraded from 1.3 to 2.0.1, there were a couple of small database issues that I had to fix but all seemed fine. However the one thing I cannot fix is the TicketHook. Here is my setting in $OTRS_HOME/Kernel/Config.pm: Self->{'TicketHook'} = 'Call ID#: '; However all new tickets are generated with the subject [Ticket#1003147] instead of the desired [Call ID#: 1003147] I have of course bounced the webserver after making the changes to Config.pm. This was the setting I used in OTRS 1.3 Can someone point me at something I may be doing wrong ? thanks paul....

1 0

RE: AutoIncrement not working for me
by Paul O'Neill - Valista 18 Aug '05

18 Aug '05

I was struggling to get this working on 2.0.1 also after a migration. It seems that Christian provided the answer and that you need to have both settings: $Self->{'Ticket::NumberGenerator'} = 'Kernel::System::Ticket::Number::AutoIncrement'; $Self->{'Ticket::NumberGenerator::MinCounterSize'} = 5; without the second setting it will not work and will default to a date generated number. It looks like a documentation fix is required to add this and the docs also say that AutoIncrement is the default which it isn't paul....

1 0

Wild card use by OTRS.
by mbesponga＠greendot.com.ph 18 Aug '05

18 Aug '05

Hello! What is the wild card use by OTRS. Regards, Len

2 5

Spell Checker in other languages
by Emonet Jean-Bruno 18 Aug '05

18 Aug '05

Hi! I want to set up the french spell checker. Somebody has got an example of file Config.pm with another languages(except english or Deutsh) Regards JB

2 2

Calendar is missing
by Daniel Balan 18 Aug '05

18 Aug '05

Hi there, As far as I can see in the demo on OTRS site there is nice "Calendar" feature. In my new installation I can not see it. Any ideas ? Thanks, -- Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

2 2

Debian Install
by Danie 18 Aug '05

18 Aug '05

Hi , Is there a install howto for Debian (i'm using Ubuntu) , i am having difficulty getting OTRS to work on it. Basically I followed the steps: apt-get install otrs It solves all the dependencies etc , but when I go to the installer I get "Not Found" error.Forgive my newbie-ness , I did manage to get it going on a WinXp machine (for testing purposes) but now need to setup a production box , and would prefer nix.... back to the drawing board... -- 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. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. "Time is an illusion. Lunchtime double so." (Douglas Adams.) ------------------------------------------------------------------------------------------------------------------------------------------ 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

Queue View
by Henry P Carpenter-Clawson 17 Aug '05

17 Aug '05

Hi Guys, I am trying to create a new page that I can log into that only shows all the queues fully expanded and still does the config defined refresh every X mins. What I am wanting to do is put an active element on my windows desktop so I can monitor the number of request in queues and yell at the appropriate person if the numbers start to go up too much. Something like this : Queue: My Queues Tickets shown: 0 - Page: - Tickets available: 0 - All tickets: Queues : My Queues(0) - Queue 1 (x) - Queue 2 (x) etc etc. Could someone who understands the php ui stuff possibly point me in the right direction? I presume I need to create a new 'event' something along the lines of : http://url/otrs-cgi/monitorview.pl - However I have no idea, where I would do this, or what to base it on. I then assume that I would need to add something to Output/HTML/theme that this file would use, but again I am a little lost. Any help, tips, points much appreciated. Regards. ------------------ Henry Carpenter Clawson aka 'H'

1 0

RE: [otrs] Ticket NumberGenerator
by West, Bradley G. 17 Aug '05

17 Aug '05

Alexander/Christian, FYI. I had made these changes as well; but, the first attempt did not succeed so I removed them from my Config.pm file and went hunting the master configurations, which still didn't work. I eventually ended up blowing away the /opt/otrs directory structure. Only after I reconstituted the directory structure from the tar file, made our necessary modifications, and subsequently bounced the various OTRS services did I have success of, more or less, correct ticket numbering. To fix this I had reduce the TicketMinCounterSize value to what I wanted to get rid of the extra padded zeroes. Thanks for all of the help. I really didn't want to have to whack the directory structure; but, seeing as how this isn't yet in "production" it wasn't such a big deal. Brad ----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Kardailsky Sent: Wednesday, August 17, 2005 9:15 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Ticket NumberGenerator Dear Christian, Wednesday, August 17, 2005, 1:41:17 PM, you wrote: >> Thanks for info. I've just found that altering >> /opt/otrs/Kernel/Config/Files/Ticket.pm and ZZZAAuto.pm is enough >> for me because I don't use perl script at the moment. :) > Please do _not_ change these files manualy, they will be overwritten > during updates or by the grafical system configurations frontend and all > your settings will be lost... > Put your own settings only into the file Kernel/Config.pm, this file is > never changed automaticly. > To change the ticket counter for example to auto increment, the > following two lines should help you: $Self->>{'Ticket::NumberGenerator'} = $Self->>'Kernel::System::Ticket::Number::AutoIncrement'; $Self->>{'Ticket::NumberGenerator::MinCounterSize'} = 5; Ah, ok. Thanks for info. -- Best regards, Alexander _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

1 0

AW: Wide character in subroutine entry ... Kernel/cpan-lib/MIME/Decoder/Base64.pm line 125
by Matthias Wegner 17 Aug '05

17 Aug '05

Problem occurs only, wenn Article has Attachments -----Ursprüngliche Nachricht----- Von: Matthias Wegner Gesendet: Mi 17.8.2005 15:05 An: otrs(a)otrs.org Betreff: Wide character in subroutine entry ... Kernel/cpan-lib/MIME/Decoder/Base64.pm line 125 Hi There, when forwarding a article containing äöä in Subject I get the following error: Sofware Error Wide character in subroutine entry ... Kernel/cpan-lib/MIME/Decoder/Base64.pm line 125 The mail is not sent, but the new Article of the forewarded Mail is added to the Ticket. my configuration Database mysql: Server version: 4.1.12-standard Protocol version: 10 Connection: Localhost via UNIX socket Server characterset: utf8 Db characterset: utf8 perl Base64 Module: Module id = MIME::Base64 DESCRIPTION Encode/decode Base 64 (RFC 2045) CPAN_USERID GAAS (Gisle Aas <gisle(a)ActiveState.com>) CPAN_VERSION 3.05 CPAN_FILE G/GA/GAAS/MIME-Base64-3.05.tar.gz DSLI_STATUS Rdhf (released,developer,hybrid,functions) MANPAGE MIME::Base64 - Encoding and decoding of base64 strings INST_FILE /usr/lib/perl5/5.8.0/i386-linux-thread-multi/MIME/Base64.pm INST_VERSION 3.05 otrs config.pm: ... $Self->{DefaultLanguage} = 'de'; $Self->{DefaultCharset} = 'utf-8'; .... otrs Codebase 1.3.2 +Kernel/System/Encode.pm rev. 1.10.2.1 and +Kernel/System/Ticket/ArticleStorageDB.pm rev. 1.19.2.3. Any idea where to look ? Thanks Matthias

1 0

RE: [otrs] Ticket NumberGenerator
by West, Bradley G. 17 Aug '05

17 Aug '05

Alexander, There are two settings I've found that make these changes possible OTRS 2.0.1 - On *nix /opt/otrs/Kernel/Config/Files/Ticket.pm Remark out the statement that is the default and change this to whichever suits your needs Also, you will need to configure one additional file at a minimum /opt/otrs/scripts/apache2-perl-startup.pl or apache-perl-startup.pl Modify the 'use' statement to match the number generation you want. I've had problems with this though. I am working a clean install on a multiprocessor x86 server running RHEL3 If you come up with anything else please pass it on ;) You of course will need to bounce your apache services Thanks, Brad -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Kardailsky Sent: Tuesday, August 16, 2005 3:32 PM To: otrs(a)otrs.org Subject: [otrs] Ticket NumberGenerator Hi all, Could you please tell me how do I can change default settings for Ticket::NumberGenerator in new otrs version? Thanks. -- Best regards, Alexander _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

3 3

Wide character in subroutine entry ... Kernel/cpan-lib/MIME/Decoder/Base64.pm line 125
by Matthias Wegner 17 Aug '05

17 Aug '05

Hi There, when forwarding a article containing äöä in Subject I get the following error: Sofware Error Wide character in subroutine entry ... Kernel/cpan-lib/MIME/Decoder/Base64.pm line 125 The mail is not sent, but the new Article of the forewarded Mail is added to the Ticket. my configuration Database mysql: Server version: 4.1.12-standard Protocol version: 10 Connection: Localhost via UNIX socket Server characterset: utf8 Db characterset: utf8 perl Base64 Module: Module id = MIME::Base64 DESCRIPTION Encode/decode Base 64 (RFC 2045) CPAN_USERID GAAS (Gisle Aas <gisle(a)ActiveState.com>) CPAN_VERSION 3.05 CPAN_FILE G/GA/GAAS/MIME-Base64-3.05.tar.gz DSLI_STATUS Rdhf (released,developer,hybrid,functions) MANPAGE MIME::Base64 - Encoding and decoding of base64 strings INST_FILE /usr/lib/perl5/5.8.0/i386-linux-thread-multi/MIME/Base64.pm INST_VERSION 3.05 otrs config.pm: ... $Self->{DefaultLanguage} = 'de'; $Self->{DefaultCharset} = 'utf-8'; .... otrs Codebase 1.3.2 +Kernel/System/Encode.pm rev. 1.10.2.1 and +Kernel/System/Ticket/ArticleStorageDB.pm rev. 1.19.2.3. Any idea where to look ? Thanks Matthias

1 0

Customer info ?
by Ravi AHUJA 17 Aug '05

17 Aug '05

Hi, We have all internal customer & we are picking there information from edirectory, is there is any way by which we can also reflect there group in ticket history, as we also have there group information at edirectory . Thanks Ravi Ahuja

1 0

OTRS 2 documentation
by Daniel Balan 17 Aug '05

17 Aug '05

Hi guys, Is there any kind of documentation for this new release. There are few new things and I want to make sure I am using them as it should. Thanks -- Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

1 0

FAQ article prior revisions
by Rob Cas 17 Aug '05

17 Aug '05

Hi, I'm using 2.0.1 Is there any way to see the previous revisions of FAQ articles? (In the same way you can see the full 'revisions' of a ticket's responses.) If not, is this information maintained in the database, but just not currently presented by the front-end implementation? It's often useful to be able to review (or even roll-back) the changes somebody has made, but currently the history only shows the dates changes were made... Thanks in advance, Rob.

2 1

RE: [otrs] AutoIncrement not working for me
by West, Bradley G. 17 Aug '05

17 Aug '05

I'm having the same problem as this using version 2.0.1, new clean implementation. Note: I had generated some test tickets before finalizing the changes to the various files (Kernel/Config/Files/Ticket.pm) and (scripts/apache2-perl-startup.pl. Any Ideas? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ben Conrad Sent: Monday, May 02, 2005 2:20 PM To: 'otrs(a)otrs.org' Subject: [otrs] AutoIncrement not working for me Folks, I've been trying to get my ticket numbers to look like 1000,1001, etc but have had no luck. I've edited Config.pm and done a 'service httpd restart' and 'service otrs restart' $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement'; $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 4; $Self->{SystemID} = 1; In the log I see the ticket get created with the wrong number: Mon May 2 14:16:04 2005 notice OTRS-PM3-1 New Ticket [200505021000102] created (TicketID=9088, ArticleID=9305). # cat ./var/log/TicketCounter.log 10;2005-05-02; I've cleared the ./var/log/TicketCounter.log file but it gets set to the above format when I restart the daemons. What am I missing? Ben Ben Conrad Sr. Network Administrator Passkey International, Inc. [T] 617.237.8225 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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

Ticket NumberGenerator
by Alexander Kardailsky 16 Aug '05

16 Aug '05

Hi all, Could you please tell me how do I can change default settings for Ticket::NumberGenerator in new otrs version? Thanks. -- Best regards, Alexander

1 0

Problem with installation - DBD::MySQL
by Sumo664 16 Aug '05

16 Aug '05

Apologies if this has been covered before but I've searched the list archive/google and don't seem to have found anyone with this problem before. My main problem is that when I access installer.pl or index.pl I get the following error: install_driver(mysql) failed: Can't load '/usr/lib/perl5/site_perl/5.8.0/i486-linux/auto/DBD/mysql/mysql.so' for module DBD::mysql: libmysqlclient.so.12: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.0/i486-linux/DynaLoader.pm line 229, <PRODUCT> line 4. at (eval 22) line 3 Compilation failed in require at (eval 22) line 3, <PRODUCT> line 4. Perhaps a required shared library or dll isn't installed where expected at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 191 I'm not sure if thisis revelevant but I also go the following output when I ran otrs.checkModules CGI ... ok Date::Pcalc ... ok DBI ... ok DBD::mysql ... not installed! (required - use "perl -MCPAN -e shell;") Digest::MD5 ... ok LWP::UserAgent ... not installed! (required - use "perl -MCPAN -e shell;") IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... not installed! (required - use "perl -MCPAN -e shell;") Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... not installed! (for stats - not required) GD::Text ... not installed! (for stats - not required) GD::Graph ... not installed! (for stats - not required) GD::Graph::lines ... not installed! (for stats - not required) GD::Text::Align ... not installed! (for stats - not required) XML::Parser ... not installed! (required for strong xml use - not required!) Using CPAN for the "missing" modules indicates that they are installed so perhaps the problem is due to paths? I'm installing OTRS from source. Grateful for any suggestions Regards Sumo664

2 2

Email Errors on POP3 and PIPE
by Shaun Kellermann 16 Aug '05

16 Aug '05

Hi I have installed OTRS 2 on linux but I have trouble receiving emails in OTRS: I have tried two different options to get mail into OTRS: 1. POP3 ------- OTRS will collect the email once as per the cron job set for every 10 minutes but will not do so again. OTRS also does not try every ten minutes ... only every 60 minutes In OTRS the following appears in the system logs: >> Can't create PID PostMasterPOP3, because it's already running (www.domain.com/27091) It also creatates the same ticket over and over again every hour. >> Removed PID (PostMasterPOP3/www.domain.com/27091, because 1 hour old! >> New Ticket [2005081401000154/test] created (TicketID=36,Queue=Misc,Priority=3 normal,State=new) >> Can't create PID PostMasterPOP3, because it's already running (www.begetsupport.co.za/4369) and so it will go on and on 2. PIPE ------- I have tried piping to exim and got the email into OTRS without a problem - but also got this back: A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: pipe to |/home/otrs/bin/PostMaster.pl generated by xxxxx(a)xxxxx.com local delivery failed The following text was generated during the delivery attempt: ------ pipe to |/home/otrs/bin/PostMaster.pl generated by xxxxx(a)xxxxx.com ------ readline() on unopened filehandle DATA at /home/begetco/otrs/Kernel/cpan-lib/MIME/WordDecoder.pm line 579. ------ The email was delivered to OTRS. Any ideas how to fix these errors guys ? Shaun

3 2

RE: [otrs] AutoIncrement not working for me
by West, Bradley G. 16 Aug '05

16 Aug '05

All, Some more information on this issue and I could really use some help :) System Info - Dual Processor x86 server running RHEL3 Perl Info - This is perl, v5.8.0 built for i386-linux-thread-multi I've even tried recoding the Ticket.pm statement as follows to the old 1.3.2 documentation standard, purged the TicketCounter.log file and restarted the server (not in production yet) # $Self->{'Ticket::NumberGenerator'} = 'Kernel::System::Ticket::Number::AutoIncrement'; $Self->{'TicketNumberGenerator') = 'Kernel::System::Ticket::Number::AutoIncrement'; I've also changed the apache2-perl-startup.pl file in /opt/otrs/scripts to use the require statement instead of the use statement in: require Kernel::System::Ticket::Number::AutoIncrement; The only thing I haven't done is to completely dump the database and start from scratch. Reconfiguring the queues, agents and other sundry items is something I'd really rather not do as it took me several hours to configure them through the web-ui. Thanks in advance. Brad -----Original Message----- From: West, Bradley G. Sent: Tuesday, August 09, 2005 3:38 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] AutoIncrement not working for me I'm having the same problem as this using version 2.0.1, new clean implementation. Note: I had generated some test tickets before finalizing the changes to the various files (Kernel/Config/Files/Ticket.pm) and (scripts/apache2-perl-startup.pl. Any Ideas? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ben Conrad Sent: Monday, May 02, 2005 2:20 PM To: 'otrs(a)otrs.org' Subject: [otrs] AutoIncrement not working for me Folks, I've been trying to get my ticket numbers to look like 1000,1001, etc but have had no luck. I've edited Config.pm and done a 'service httpd restart' and 'service otrs restart' $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement'; $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 4; $Self->{SystemID} = 1; In the log I see the ticket get created with the wrong number: Mon May 2 14:16:04 2005 notice OTRS-PM3-1 New Ticket [200505021000102] created (TicketID=9088, ArticleID=9305). # cat ./var/log/TicketCounter.log 10;2005-05-02; I've cleared the ./var/log/TicketCounter.log file but it gets set to the above format when I restart the daemons. What am I missing? Ben Ben Conrad Sr. Network Administrator Passkey International, Inc. [T] 617.237.8225 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.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

recomendations for template customization
by Mike Conigliaro 16 Aug '05

16 Aug '05

can someone give me some advice on customizing otrs templates? im specifically interested in how to safely make changes without the risk of having them clobbered during the next upgrade. thanks in advance. -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

2 3

mod_perl 2.0 woes
by Eric Voisard 16 Aug '05

16 Aug '05

Hi All, I'm actually trying to make otrs 2.0.1 run on our Apache 2.0.54 installation with mod_perl 2.0.1 freshly installed as a loadable module. So "two dot something" everywhere. Unfortunately it fails. I've seen a couple of old posts in this mailing list archive, but so far nothing worked in my case. So, I still need to investigate, but I'd like to be sure that either otrs 2.0.1 is made for mod_perl 2 (that is, it uses the new API and not depreciated 1's functions), or if it still contains calls "a la" mod_perl 1 and needs the "PerlModule Apache2::compat" stuff, plus what I still don't know. Notice that I'm running Solaris/SPARC, but nothing was installed from some Sun's packages. They were all fresh tarballs that I compiled on the machine. Note also that otrs (which works nice in cgi mode, runs in a virtual host) Thanks for any pointer, experience sharing, etc... Best regards, Eric

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Problem showing customer Info
by Duarte Cordeiro 16 Aug '05

16 Aug '05

Hi, I have a problem in showing customer information. For the same amount of info on two distinct users, the output is somehow different: Example 1: Customer Info: Saudacao : Eng. Nome : Duarte Manuel Cardoso Farinha Cordeiro Telefone: XXXXXXX Organica: CML/DMSC/DMAGI/DTAS/HELPDESK Local: Campo Grande, 25 Cargo: Coordenador Serviço Helpdesk Email: Duarte.cordeiro@XXXXX Login: duarte.cordeiro Example 2: Customer Info: Saudacao : Sra. Nome : Maria Paula Valente Monge Vitorino Telefone: XXXXXXX Email: paula.vitorino@XXXXXXX Login: paula.vitorino Customer Maria, also has "Organica" and "Local" but they never show up in this user. I can only see this info on AdminCustomerUser Form. This happens to many many users, but not all. Any idea where to start looking ? Thanks in advance, Duarte Cordeiro Config: Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Saudacao ', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Nome Proprio', 'first_name', 0, 1, 'var', '', 0 ], [ 'UserLastname', 'Apelido', 'last_name', 0, 1, 'var', '', 0 ], [ 'UserMiddlenames', 'Nome ', 'middle_names', 1, 1, 'var', '', 0], [ 'UserMobile', 'Telefone', 'mobile', 1, 0, 'var', '',0 ], [ 'UserFullOrganica', 'Organica', 'organica_text', 1, 0, 'var','',1 ], [ 'UserLocal', 'Local', 'local', 0, 1, 'int','',0 ], [ 'UserFullLocal', 'Local', 'local_text', 1, 0, 'var','',1 ], [ 'UserCargo', 'Cargo', 'cargo', 1, 0, 'var', '', 0], [ 'UserOrganica', 'Organica', 'organica', 0, 1, 'int','',0 ], [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var', '', 0 ], [ 'UserAD', 'LoginAD', 'login_ad', 1, 0, 'var','',0 ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], [ 'UserSapLogin', 'Saplogin', 'sap_login', 1, 0, 'var' ,'',0], [ 'UserComputerName', 'Computername', 'computer_name', 1, 0, 'var','',0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], # default selections Selections => { UserSalutation => { 'Sr.' => 'Sr.', 'Sra.' => 'Sra.', 'Dr.' => 'Dr.', 'Dra.' => 'Dra.', 'Eng.' => 'Eng.', 'Arq.' => 'Arq.', }, }, };

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OTRS simple feature Sugestion
by Duarte Cordeiro 16 Aug '05

16 Aug '05

Hi, We've used OTRS for the last 3 years and we're very happy with it. We' re managing more than 5000 customer users and 1000 system users with more or less 50 queues. We've changed things a lot (not in OTRS) and a result of that, is that we have a lot of invalid users/queues/groups. So what is needed is a checkbox on top of every admin page that reads something like: "Show only valid entries", that does just that: when checked just shows the valid entries, when unchecked allows us to work also with invalid/temp invalid entries. Just my 2 cents, Duarte

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[2.0.1] i18n issue with salutation
by Raphael Posmyk 16 Aug '05

16 Aug '05

Hi, We use OTRS in a german language environment and found that the salutation combobox for customer user is not translated: http://www.posmykowizna.de/images/otrs-lang.png Kernel/Language/de.pm contain indeed translation for "Mr." and "Mrs.", but they will not be used. I have not found the right html-template to fix the problem. Raphael PS: Sorry for my broken english :-|

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My OTRS behaves bad when running with mod_perl2
by Guido Malato 16 Aug '05

16 Aug '05

Hello All, I have OTRS running just fine on a RH9 server with Apache 2, but... when I try to use mod_perl2 it looks like all session information gets messed up: you login using user's A credentials and OTRS logs you in as user B; or, you click a link, any link, like "admin" and it serves you with any other page. Can someone give me a clue? Thanks! Guido -- No virus found in this outgoing message. Checked by AVG Anti-Virus. Version: 7.0.338 / Virus Database: 267.10.8/71 - Release Date: 12/8/2005

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HTTP basic auth
by Mark Nernberg 15 Aug '05

15 Aug '05

I'm using OTRS with HTTP basic auth (over SSL, of course), on FreeBSD 5.4 with Apache 1.3.33 and mod_perl. The actual authentication is done via Kerberos (using mod_kerberos), which sets the environment variables accordingly. I have no problem logging into OTRS. However, when in Queue View, whenever OTRS refreshes (set to every 10 minutes in my pers. preferences), I am prompted to authenticate again. This also happens if I refresh the page manually. I am using the same auth backend with other systems -- such as Squirrel Mail, and they do not constantly re-prompt for username/password info. There is only 1 session listed in the Session Manager, and the session ID does not seem to change -- it just requires re-authentication. There are no tell-tale entries in the OTRS System log, either. Is there somewhere in OTRS where this information is cached? Any suggestions would be helpful. -- 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.

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No email notification
by Paul van Dongen 15 Aug '05

15 Aug '05

Hello all! I'm a newbie in OTRS matters, so please excuse me if this question is too idiotic: I just installed OTRS 2.0.1 and am in the process of completing the translation to Brazilian Portuguese. But my problem is on other area: I created a few users with the notification on New tickets and Moved tickets for "My Queues" enabled. The move notification works OK, but I don't receive mail for the new tickets created. I looked into the system log in the admin area and I have messages for the move email being sent, but nothig about it after a new ticket creation. Is this really a problem or some simple configuration issue I overlooked? Thank you for your attention. Paul Gondim van Dongen MCSE IBM Certified Deployment Professional Tivoli Storage Manager 5.2 Tivoli Workload Scheduler 8.2 VANguard - Value Added Network guardians http://www.vanguard-it.com.br <blocked::BLOCKED::http://www.vanguard-it.com.br/> +55 81 3419-8094

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responding to tickets
by Andrew Tornquist 15 Aug '05

15 Aug '05

Hello I just installed OTRS and need to customize it. We want to set it up so that the from address matches the customer information when we resond to a ticket. Is this possible? Thanks Andy Tornquist Web Systems Manager BTN Access 1 703 621 3297

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Including Bug Tracker in OTRS ?
by Niels Kueck 15 Aug '05

15 Aug '05

Hi, While searching at google for a bug tracking system I found a note that the OTRS will get a 'module' where a bug tracker is included. Probably in version 2.0. I looked at the otrs demo side, which is on version 2.0.x but I didn't see anythink related to bug tracking. We are using OTRS for a lot of month now and my colleages would like to have a bug tracking system. In my opinion the best would be to have just one system with both functionalities and not to install and use a second system. So, is the bug tracking within OTRS still an open point ? Does anyone know anything about this feature ? Or did I just miss anything in the new version ? Thanks, Niels Kueck. -- 5 GB Mailbox, 50 FreeSMS http://www.gmx.net/de/go/promail +++ GMX - die erste Adresse f�r Mail, Message, More +++

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Queue Hierarchy
by OTRS 12 Aug '05

12 Aug '05

Hello, Otrs 2.0 supports 3 Levels auf Queue hierarchy for Subqueues in the dropdown-display. How can i increase this level to 5 or 6 in the display? For example following Queues with Subqueue-Relationship. - Software --Operating Systems ---Server ----Windows 2003 -----ServerName1 -----ServerName2 ---Desktops ----Windows XP ------DesktopName1 can anyone help? best regards Volkhard Vogeler Vogeler AG

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Auto Close
by Anton Krall 12 Aug '05

12 Aug '05

How can I send an auto response to the customer when a pending ticket gets auto closed successfull or unsucessfull?

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