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Re: RE:[otrs] Getting mail into OTRS
by berg＠san.rr.com 12 Aug '05

12 Aug '05

I hate to be such a newb, but mail configuration is new to me. I think what your saying I should do is to copy /opt/otrs/.procmailrc.dist to /etc/.procmailrc I found that the path to PostMaster.pl is ./opt/otrs/bin/PostMaster.pl And my the contents of /opt/otrs/.procmailrc.dist are as follows: | formail -I "X-OTRS-ArticleKey1: Test" | formail -I "X-OTRS-ArticleValue1: True!" # -- # Example for assigning the "email domain as customer ID" automaticaly. # -- #:0hc #CUSTOMERID=|formail -X "From:"|perl -e '$i=<STDIN>; $i=~s/^From: //;$i=~s/$.*?$//;$i=~s/<(.*?)>/$1/;$i=~s/ //g;$i=~s/.*(a)(.*)/$1/;print $i' # #:0 fhw : #| formail -I "X-OTRS-CustomerNo: $CUSTOMERID" # -- # Backup of all incoming emails. # It's always better to have a backup of all incoming emails! # -- :0 c : $SYS_HOME/var/INBOX.Backup.$MONTHFOLDER # -- # Pipe all email into the PostMaster process. # -- :0 : | $SYS_HOME/bin/PostMaster.pl # -- # spool all the rest (which the PostMaster.pl can't process!) # If the database is down or the PostMaster.pl exit was not '0'! # -- :0 : $SYS_HOME/var/spool/. # -- # end of .procmailrc # -- So I'm guessing that after copying .procmailrc.dist to /etc/.procmailrc I need to edit ./procmailrc replacing $SYSHOME with the appropriate path values. Or am I way off base here? Thanks, -Joel ----- Original Message ----- From: Jeff Baughn <jbaughn(a)ucla.edu> Date: Thursday, August 11, 2005 1:31 pm Subject: RE:[otrs] Getting mail into OTRS > You need to copy /opt/otrs/.procmailrc.dist to .procmailrc and make > sure the > procmail filters are set up to pipe your mail through the > PostMaster.pl script. > > Good luck! > > -Jeff > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

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Error on SuSE 9.2 with 2.0.1 RPM
by Danny Smith 11 Aug '05

11 Aug '05

Hi all, I'm just trialling OTRS, but I'm running into a few problems with the install. Basically, when I point a web browser at the OTRS, I get a 500 error (Internal Server Error). In the Apache2 error_log, I have the following: [Tue May 24 08:49:15 2005] [error] [client 10.1.1.75] Re-register of content_transfer_encoding at /usr/lib/perl5/vendor_perl/5.8.5/i586-linux-thread-multi/Apache/Reload.pm line 151\nCompilation failed in require at /usr/lib/perl5/vendor_perl/5.8.5/i586-linux-thread-multi/Apache/Reload.pm line 151.\n If I comment out line 151 in the above file ( a "require $key;" line), then Apache loads up OK, but I get errors when I get into OTRS. Basically, the first time I load each page, I get the following error in the browser: ERROR: OTRS-CGI-33 Perl: 5.8.5 OS: linux Time: Tue May 24 08:59:55 2005 Message: ??? Traceback (4450): Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 181 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 185 Module: ModPerl::RegistryCooker::run (v1.80) Line: 185 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 153 Module: ModPerl::Registry::handler (v1.99) Line: 16 But if I refresh the page from there, it works. Anyone have any ideas, or a direction to try to track this down? Regards, Danny Smith Midrange Software Design http://www.msd.net.au (07) 3368 7888 Midrange Software Design Pty. Ltd. does not represent or warrant that the attached files are free from computer viruses or other defects. The attached files are provided, and may only be used, on the basis that the user assumes all responsibility for any loss, damage or consequences resulting directly or indirectly from use of the attached files. This email is confidential. If it includes quoted prices, unless otherwise stated, validity is 14 days from the date of this message. Sales tax, GST and delivery charges are excluded unless noted. Acceptance of any quotation or order is subject to MSD's usual terms and conditions of sale.

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RE:[otrs] Getting mail into OTRS
by Jeff Baughn 11 Aug '05

11 Aug '05

You need to copy /opt/otrs/.procmailrc.dist to .procmailrc and make sure the procmail filters are set up to pipe your mail through the PostMaster.pl script. Good luck! -Jeff

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Bulk action on search results
by Rob Cas 11 Aug '05

11 Aug '05

Hi, When I have large numbers of tickets in a queue, I'd like to be able to perform a search to select a sub-set, then perform a bulk action on the resultant sub-set. If I use the 'Search' panel, I get the sub-set of tickets I'm interested in, but no way to select them to perform a bulk action on... Is there any way to do this? Thanks in advance, Rob.

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Problems with attachments on 2.0.1
by Alastair Houghton 11 Aug '05

11 Aug '05

Hi there, 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? Kind regards, Alastair. -- http://www.alastairs-place.net

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RE: [otrs] More Help Needed! LDAP settings work on Windows test server but not on RedHat
by Varsani, Rajendrakumar (PSD) 11 Aug '05

11 Aug '05

Still no joy. The vim -b filename.pm was useful to a degree. I learnt something new. I *DID* have /\M characters at the end of some lines that I'd FTP'ed from Windows to Linux and pasted into Config.pm. I have now stripped these out. However, when I restart OTRS I still get the same error: " Internal Server Error 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. ---------------------------------------------------------------------- Apache/2.0.46 (Red Hat) Server at comet2 Port 80 " The 'line 42'(!) that the httpd Error log file complains about in CustomerUser.pm >2005] [error] 24903: ModPerl::Registry: Can't locate object method >"new" via package "Kernel::System::CustomerUser::LDAP" at >/opt/otrs//Kernel/System/CustomerUser.pm line 42.! is: . . $Self->{CustomerUser} = $GeneratorModule ->new( . . I'm stuck! I can't figure it out. And so close to LDAP heaven!! ;P Help!! 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 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeremy Blain Sent: Wednesday, August 10, 2005 4:22 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Help! LDAP settings work on Windows test server but noton RedHat This could be a case of the file being corrupted by different byte settings on windows/linux. Try opening the file on your linux machine, with: vim -b filename.pm and go through and correct it. Varsani, Rajendrakumar (PSD) wrote: >See end for full details: In summary, when I plug my LDAP config >setting onto my live Linux server Config.pm file from the Windows >server Config.pm file and restart OTRS, I get an internal server error. > >I tried the 'perl -c /opt/otrs/bin/cgi-bin' that Jeremy suggested and I >got: > >Generic.pm: Malformed UTF-8 character (unexpected byte 0xa7, with no >preceding starting byte) at >/opt/otrs/bin/cgi0bin/../../Kernel/Output/HTML/Generic.pm Line 79 > >Index.pl syntax OK > > >Which seems like a warning but nothing serious wrong. > >The other clue was this in the httpd error_log file: > >. >. >. >[Tue Aug 09 14:28:41 2005] [error] 31358: ModPerl::Registry: Can't >locate object method "new" via package >"Kernel::System::CustomerUser::LDAP" at >/opt/otrs//Kernel/System/CustomerUser.pm line 42.! [Tue Aug 09 14:41:01 >2005] [error] 31358: ModPerl::Registry: Can't locate object method >"new" via package "Kernel::System::CustomerUser::LDAP" at >/opt/otrs//Kernel/System/CustomerUser.pm line 42.! [Tue Aug 09 17:29:28 >2005] [error] 23981: ModPerl::Registry: Can't locate object method >"new" via package "Kernel::System::CustomerAuth::LDAP" at >/opt/otrs//Kernel/System/CustomerAuth.pm line 78.! [Tue Aug 09 17:29:38 >2005] [error] 4420: ModPerl::Registry: Can't locate object method "new" >via package "Kernel::System::CustomerAuth::LDAP" at >/opt/otrs//Kernel/System/CustomerAuth.pm line 78.! [Wed Aug 10 11:25:35 >2005] [error] 24617: ModPerl::Registry: Can't locate object method >"new" via package "Kernel::System::CustomerUser::LDAP" at >/opt/otrs//Kernel/System/CustomerUser.pm line 42.! [Wed Aug 10 11:26:10 >2005] [error] 24903: ModPerl::Registry: Can't locate object method >"new" via package "Kernel::System::CustomerUser::LDAP" at >/opt/otrs//Kernel/System/CustomerUser.pm line 42.! > >But I can't seem to locate the source of the problem. Have looked at >the permissions of the LDAP.pm file and all sorts. Can anyone help me? > >PS It's OTRS 1.2.3. > > >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 > > > >-----Original Message----- >From: Jeremy >Sent: Tuesday, August 09, 2005 3:56 PM >To: Varsani, Rajendrakumar (PSD) >Subject: Re: [otrs] LDAP settings work on Windows test server but not on >RedHat > > >Varsani, Rajendrakumar (PSD) wrote: > > > >>Thanks for your reply. >> >>Typo. That was MY first thought. Can't see anything obvious though. >>Need someone to look through the code maybe. Which log files might >>hold a clue? >> >> >> >> >> >> >Try the apache error log, I'm not positive where it is on redhat, but >either look through the config >file to find it, or try in /var/log/ > >You could also try: >perl -c /opt/otrs/cgi-bin/index.pl > >(or wherever it's located on your system) > > >[snipped] > > > >> >> >> >> > >Hi all, > >Having finally got OTRS LDAP functions to work on my Windows 2000 >Professional test environment, I tried plugging the values into the >config.pm of our live RedHat Linux box which has been running for >months. > >I found that this bit of the code seems OK: > > # ---------------------------------------------------- # > # # > # LDAP - RPV 30 June 2005 # > # # > # ---------------------------------------------------- # > # For secure LDAP; try host of 'ldaps://xxxx.solar.local'; > # Customer Authentication > # Added by RPV 30 June 2005 > # > $Self->{'Customer::AuthModule'} = >'Kernel::System::CustomerAuth::LDAP'; > $Self->{'Customer::AuthModule::LDAP::Host'} = >'xxxx.solar.local'; > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = >'ou=staff,dc=solar,dc=local'; > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = >'cn=xxxx,ou=staff,dc=solar,dc=local'; > $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxx'; > # > # > >OTRS runs fine with this in > >Bizarrely, as soon as I plug in the following, which works on the >Windows 2000 test server; > > # Customer User > # Added by RPV 29 June 2005 > # > # CustomerUser > # (customer user ldap backend and settings) > $Self->{CustomerUser} = { > Name => 'LDAP Source', > Module => 'Kernel::System::CustomerUser::LDAP', > Params => { > # ldap host > Host => 'xxxx.solar.local', > # ldap base dn > BaseDN => 'ou=staff,dc=solar,dc=local', > # search scope (one|sub) > SSCOPE => 'sub', > # The following is valid but would only be necessary if the > # anonymous user does NOT have permission to read from the >LDAP tree > UserDN => 'cn=xxxx,ou=staff,dc=solar,dc=local', > UserPw => 'xxxx', > # in case you want to add always one filter to each ldap >query, use > # this option. e. g. AlwaysFilter => '(mail=*)' or >AlwaysFilter => '(objectclass=user)' > AlwaysFilter => '(objectclass=user)', > # Net::LDAP new params (if needed - for more info see >perldoc Net::LDAP) > Params => { > # > # RPV - Normal : 389 > # > port => 389, > # > # RPV - Secure : 636 > # > # port => 636, > # RPV - Default Version : 2 > version => 3, > }, > }, > # customer uniq id > CustomerKey => 'sAMAccountName', > # customer # > CustomerID => 'mail', > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserSearchPrefix => '', > CustomerUserSearchSuffix => '*', > CustomerUserSearchListLimit => 600, > CustomerUserPostMasterSearchFields => ['mail'], > CustomerUserNameFields => ['givenname', 'sn'], > AdminSetPreferences => 0, > 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', 'Username', 'sAMAccountName', 1, 1, 'var' ], > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > [ 'UserFax', 'Fax', 'facsimileTelephoneNumber', 1, 0, 'var' >], > [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], > ], > }; > # > # > >I get this response: > > Internal Server Error > 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. > > > >------------------------------------------------------------------------ >-------- > > Apache/2.0.46 (Red Hat) Server at comet2 Port 80 > >I've tried changing the Params => {version number from 3 to 2 but that >makes no difference. > > >What have I done wrong? >VERY confused > > >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) Department >for Environment, Food and Rural Affairs (Defra) > >This email and any attachments is intended for the named recipient >only. If you have received it in error you have no authority to use, >disclose, store or copy any of its contents and you should destroy it >and inform the sender. Whilst this email and associated attachments >will have been checked for known viruses whilst within Defra systems we >can accept no responsibility once it has left our systems. >Communications on Defra's computer systems may be monitored and/or >recorded to secure the effective operation of the system and for other >lawful purposes. >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support oder Consulting für Ihr OTRS System? > > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ 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 sending problem
by mbesponga＠greendot.com.ph 11 Aug '05

11 Aug '05

Hello again! We are using OTRS 2.0.1. I configured OTRS 2.0.1 exactly the same with OTRS 1.3.2 (one which we used and it worked well). Incoming mail works fine. However in sending, the OTRS' System Log tells it sent email to the client, BUT our client do not receive any mails from the OTRS. Thanks for help. Regards, Len

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RE: [otrs] Help! LDAP settings work on Windows test server but not on RedHat
by Varsani, Rajendrakumar (PSD) 10 Aug '05

10 Aug '05

See end for full details: In summary, when I plug my LDAP config setting onto my live Linux server Config.pm file from the Windows server Config.pm file and restart OTRS, I get an internal server error. I tried the 'perl -c /opt/otrs/bin/cgi-bin' that Jeremy suggested and I got: Generic.pm: Malformed UTF-8 character (unexpected byte 0xa7, with no preceding starting byte) at /opt/otrs/bin/cgi0bin/../../Kernel/Output/HTML/Generic.pm Line 79 Index.pl syntax OK Which seems like a warning but nothing serious wrong. The other clue was this in the httpd error_log file: . . . [Tue Aug 09 14:28:41 2005] [error] 31358: ModPerl::Registry: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 42.! [Tue Aug 09 14:41:01 2005] [error] 31358: ModPerl::Registry: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 42.! [Tue Aug 09 17:29:28 2005] [error] 23981: ModPerl::Registry: Can't locate object method "new" via package "Kernel::System::CustomerAuth::LDAP" at /opt/otrs//Kernel/System/CustomerAuth.pm line 78.! [Tue Aug 09 17:29:38 2005] [error] 4420: ModPerl::Registry: Can't locate object method "new" via package "Kernel::System::CustomerAuth::LDAP" at /opt/otrs//Kernel/System/CustomerAuth.pm line 78.! [Wed Aug 10 11:25:35 2005] [error] 24617: ModPerl::Registry: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 42.! [Wed Aug 10 11:26:10 2005] [error] 24903: ModPerl::Registry: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 42.! But I can't seem to locate the source of the problem. Have looked at the permissions of the LDAP.pm file and all sorts. Can anyone help me? PS It's OTRS 1.2.3. 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 -----Original Message----- From: Jeremy Sent: Tuesday, August 09, 2005 3:56 PM To: Varsani, Rajendrakumar (PSD) Subject: Re: [otrs] LDAP settings work on Windows test server but not on RedHat Varsani, Rajendrakumar (PSD) wrote: >Thanks for your reply. > >Typo. That was MY first thought. Can't see anything obvious though. >Need someone to look through the code maybe. >Which log files might hold a clue? > > > > Try the apache error log, I'm not positive where it is on redhat, but either look through the config file to find it, or try in /var/log/ You could also try: perl -c /opt/otrs/cgi-bin/index.pl (or wherever it's located on your system) [snipped] > > Hi all, Having finally got OTRS LDAP functions to work on my Windows 2000 Professional test environment, I tried plugging the values into the config.pm of our live RedHat Linux box which has been running for months. I found that this bit of the code seems OK: # ---------------------------------------------------- # # # # LDAP - RPV 30 June 2005 # # # # ---------------------------------------------------- # # For secure LDAP; try host of 'ldaps://xxxx.solar.local'; # Customer Authentication # Added by RPV 30 June 2005 # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xxxx.solar.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=staff,dc=solar,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=xxxx,ou=staff,dc=solar,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxx'; # # OTRS runs fine with this in Bizarrely, as soon as I plug in the following, which works on the Windows 2000 test server; # Customer User # Added by RPV 29 June 2005 # # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'xxxx.solar.local', # ldap base dn BaseDN => 'ou=staff,dc=solar,dc=local', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=xxxx,ou=staff,dc=solar,dc=local', UserPw => 'xxxx', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=user)', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { # # RPV - Normal : 389 # port => 389, # # RPV - Secure : 636 # # port => 636, # RPV - Default Version : 2 version => 3, }, }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 600, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], AdminSetPreferences => 0, 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', 'Username', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserFax', 'Fax', 'facsimileTelephoneNumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # # I get this response: Internal Server Error 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. ------------------------------------------------------------------------ -------- Apache/2.0.46 (Red Hat) Server at comet2 Port 80 I've tried changing the Params => {version number from 3 to 2 but that makes no difference. What have I done wrong? VERY confused 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) 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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Setting the default owner of a ticket using E-Mail
by Trevor Vaughan 10 Aug '05

10 Aug '05

One more question. OTRS v 2.0.1 I'm a bit confused on the behaviour of OTRS in regards to ticket ownership. Here's the scenario: 1. Customer creates ticket 2. Notification is sent to Agents 3. Agent X replies to ticket via e-mail The OTRS system keeps setting the owner to the Admin User not to Agent X on that first reply. Can this be changed? Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O

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Bulk Actions
by Anton Krall 09 Aug '05

09 Aug '05

I read that in order to perform bulk actions you need to select tickets using their checkboxes but, where are they? I don't see any checkboes, how do I find them?

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Has this faq behavior changed in 2.0?
by Wes Plate 09 Aug '05

09 Aug '05

I love the FAQ feature (we're on 1.3), but I HATE how it wraps text for me when I don't want it to. For example... http://support.automaticduck.com/otrs/faq.pl?Action=&ID=25 Scroll to the beginning of the solution, and you'll see how some of the paragraphs have bad wrapping going on. I want to control all line breaks in my HTML that I've put in the FAQ article, and not have OTRS put breaks in where it "sees" lines end in the source. Is this any different in 2.0? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Email::SMTP
by Ken Johnson 09 Aug '05

09 Aug '05

Im getting the following messages all of a sudden. ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: MSWin32 Time: Tue Aug 9 10:49:50 2005 Message: Can't connect to xxxx.xxxxx.net: Bad file descriptor! Traceback (2320): Module: Kernel::System::Email::SMTP::Send (v1.9) Line: 121 Module: Kernel::System::Email::Send (v1.12) Line: 464 Module: Kernel::System::Ticket::Article::ArticleSend (v1.90) Line: 1303 Module: Kernel::Modules::AgentTicketEmail::Run (v1.10) Line: 644 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 687 Module: D:\OTRS\bin\cgi-bin\index.pl (v1.80) Line: 46 Some of what I've been able to find is that it's possible that I have an invalid authentication. I've checked it all, but the funny thing is that all of my auto reply messages are getting out with no problems.

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question about SystemID
by Mike Conigliaro 09 Aug '05

09 Aug '05

i have a test instance and a production instance of otrs on two completely seperate boxes, but they share the same database (which is on a 3rd box). in this case, do i still need to set a unique SystemID for each otrs instance? -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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Incoming message filters...external commands.
by Trevor Vaughan 09 Aug '05

09 Aug '05

Does anyone know of a way to send the system an external command via an e-mail body. I.e. I put in [CLOSE] and the system will automatically close the ticket and send out notifications? I thought that I could do it from the incoming message filters but haven't been able to get it to work. Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O

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Need Ticket ID
by Emonet Jean-Bruno 09 Aug '05

09 Aug '05

Hello, I have got this error! ERROR: OTRS-CGI-01 Perl: 5.8.4 OS: linux Time: Tue Aug 9 14:42:25 2005 Message: Need TicketID! Traceback (14783): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.90) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.3) Line: 311 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.5) Line: 675 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.36) Line: 47 Any idea? JB

1 0

LDAP settings work on Windows test server but not on RedHat
by Varsani, Rajendrakumar (PSD) 09 Aug '05

09 Aug '05

Hi all, Having finally got OTRS LDAP functions to work on my Windows 2000 Professional test environment, I tried plugging the values into the config.pm of our live RedHat Linux box which has been running for months. I found that this bit of the code seems OK: # ---------------------------------------------------- # # # # LDAP - RPV 30 June 2005 # # # # ---------------------------------------------------- # # For secure LDAP; try host of 'ldaps://xxxx.solar.local'; # Customer Authentication # Added by RPV 30 June 2005 # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xxxx.solar.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=staff,dc=solar,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=xxxx,ou=staff,dc=solar,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxx'; # # OTRS runs fine with this in Bizarrely, as soon as I plug in the following, which works on the Windows 2000 test server; # Customer User # Added by RPV 29 June 2005 # # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'xxxx.solar.local', # ldap base dn BaseDN => 'ou=staff,dc=solar,dc=local', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=xxxx,ou=staff,dc=solar,dc=local', UserPw => 'xxxx', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=user)', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { # # RPV - Normal : 389 # port => 389, # # RPV - Secure : 636 # # port => 636, # RPV - Default Version : 2 version => 3, }, }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 600, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], AdminSetPreferences => 0, 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', 'Username', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserFax', 'Fax', 'facsimileTelephoneNumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; # # I get this response: Internal Server Error 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. ------------------------------------------------------------------------ -------- Apache/2.0.46 (Red Hat) Server at comet2 Port 80 I've tried changing the Params => {version number from 3 to 2 but that makes no difference. What have I done wrong? VERY confused 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.

2 1

RE: [otrs] Customers should not be able to select Queue
by West, Bradley G. 09 Aug '05

09 Aug '05

I did some selective tweaking of the Web UI by using the CustomerPanelOwnSelection statement in the Config.pm file reference to this statement should be in Kernel/Config/Default.pm file _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Reinhard Travnicek Sent: Tuesday, August 09, 2005 8:04 AM To: otrs(a)otrs.org Subject: [otrs] Customers should not be able to select Queue Hi ! I want all my customers to send to the "Support" queue. Unfortunatley today the see "raw, junk, support" and all other queues. Is there a config to prevent customers from selecting queues ? Regards Reinhard Travnicek mailto: reinhard.travnicek(a)x-tech.at <mailto:reinhard.travnicek@x-tech.at>

1 0

Customers should not be able to select Queue
by Reinhard Travnicek 09 Aug '05

09 Aug '05

Hi ! I want all my customers to send to the "Support" queue. Unfortunatley today the see "raw, junk, support" and all other queues. Is there a config to prevent customers from selecting queues ? Regards Reinhard Travnicek mailto: reinhard.travnicek(a)x-tech.at

1 0

email authentication
by Kresimir Sparavec 09 Aug '05

09 Aug '05

Hi, is there a nicer way to authenticate agents via email, something like X-OTRS-Username: myusername X-OTRS-Password: shoY1nahChe5hooz which would be exactly the same as username/password in the web interface? thanks, Kresimir S.

1 0

Updated screenshots?
by Martin Honermeyer 09 Aug '05

09 Aug '05

Hello, as 2.0 is out maybe someone could put some new screenshots up (http://otrs.org/screenshot/)? That would be nice. Greetz, Martin

1 0

New Mail Message
by Anton Krall 09 Aug '05

09 Aug '05

Hey Guys. I have a problem thats driving me crazy! I just got a message on OTRS saying "You have a new message" on the web interface so I click on new messages and it indeed says I have 1 mnew message but when I click on that link to open it.. there is nothing, the interface shows no message, no body nothing.. Is this a bug or what?how can I check what the message is like or who is it from? Anton Krall

2 1

Auto Replys
by Ken Johnson 09 Aug '05

09 Aug '05

We now have our OTRS 2.0.1 running under Windows IIS6, and we are trying to figure out a way, then when we close a ticket, it lets the customer know via an auto reply. Is this possible? I haven't found anything in the docs about this.

2 1

Direct access though apache2
by Dehnert James Sr 08 Aug '05

08 Aug '05

Forgive me if this info is out there, but... I'd like to have OTRS server up directly by my web server. For instance, I'd like to go to http://otrs.mydomain.com and have the login right there. However my machinations with apache2 virtual host definitions have just not accomplished what I am trying to do. If anyone has an example virtual host def for apache 2 would you be willing to share it? System info is as follow... SuSE 9.3 Apache 2 OTRS 2.0.1 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" Python Cool > http://www.style.org/unladenswallow

2 2

"Message: Found no $QueueID for <QUEUE>" when running PostMasterPOP3.pl
by Akbar S. Ahmed 08 Aug '05

08 Aug '05

Hi, I have recently begun to receive the following error when running PostMasterPOP3.pl. The error is for all new queues, I have checked the configuration multiple times and everything is the same as the older queues that are working: ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Aug 8 14:53:54 2005 Message: Found no $QueueID for <queue-name>! Traceback (32414): Module: Kernel::System::Queue::QueueLookup (v1.45) Line: 424 Module: Kernel::System::PostMaster::DestQueue::GetTrustedQueueID (v1.15) Line: 111 Module: Kernel::System::PostMaster::Run (v1.43) Line: 240 Module: main::FetchMail (v1.12) Line: 169 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.12) Line: 106 Connection to localhost closed. OTRS Version: 1.3.2 perl, v5.8.0 CentOS 3.4 Thanks, Akbar

1 0

Maximum # of Queues
by Akbar S. Ahmed 08 Aug '05

08 Aug '05

Hi, What is the maximum number of queues supported by OTRS? Thanks, Akbar

2 1

Help Adding Field to Search Results
by Nick 08 Aug '05

08 Aug '05

I am having some difficulty adding an accounted time field to the search results screen in OTRS. I was able to locate the AgentTicketSearchResultShort.dtl and add the heading. I was also able to locate the table in MYSQL that contained the field. I just don't understand where those variables in the dtl file come from. It doesn't seem to directly correlate to the exact names of the fields within the tables, so I must assume that the variables the dtl file references are set elsewhere???? Any help would be appreciated. Thanks, Nick

1 0

Strange situation in agent notification.
by Trevor Vaughan 08 Aug '05

08 Aug '05

I'm having a strange problem with the most recent OTRS and agent notifications. Basically, I have a test queue, called 'Test Queue' a user, 'Customer 1', and an agent 'Agent 1'. I have Agent 1 to be set up to recieve e-mail notifications whenever anything happens to Test Queue. Now, when Customer 1 e-mails the Test Queue e-mail 'support(a)test.test', then everything works as expected. I.e. Agent 1 gets an e-mail saying "Hi, there is mail from Customer 1". However, when I use Customer 1 to enter a ticket directly into Test Queue from the web interface, Agent 1 does not get an e-mail. I've checked over everything and I just don't see what's going on. However, the e-mail is shown to be owned by root@localhost not support(a)test.test or Agent 1. Any clues? Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O

1 0

Initial Setup - I am a little confused.
by Henry P Carpenter-Clawson 08 Aug '05

08 Aug '05

Hi Guys, and Girls (?), I am new to the OTRS system and so far am 'very' impressed. I do have one question that from the documentation I thought was possible but that I've not managed to duplicate yet. Chapter 2.3 of the documentation lead me to believe I could have one queue for my core product. Users would logon to the web site and create a support ticket by filling in the form. My understanding was that I could have someone look at this queue and assign the bug to a sub or component queue for a specialist to look at. What I don't want is the customers to be able to select any of the sub queue's only an agent should be able to do this. However once an agent has responded to a ticket I do want the user to be able to view and update the ticket. So far I have managed to either configure the system so that users can't see sub component queue's or have read only access to the queue's, however read only access means they can't post follow up messages. Is there a config file that I could change so that the web page that shows queue's only has the 'top level' queue in it regardless of read and write access to the sub queue's. This way I could all customers full access to the sub queue's but they wouldn't know about them until after someone has replied from a component queue. Sorry if this has a mix of the wrong terminology in it and thanks in advance. Regards. ------------------ Henry Carpenter Clawson aka 'H' Operations Manager The small print : This communication is intended solely for the addressee and is confidential. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. Although this e-mail and any attachments are believed to be free of any virus, or any other defect which might affect any computer or IT system into which they are received and opened, it is the responsibility of the recipient to ensure that they are virus free and no responsibility is accepted by Multicom Products Limited for any loss or damage arising in any way from receipt or use thereof.

3 2

snipping ticket body
by sharif islam 08 Aug '05

08 Aug '05

Can I change the setting so that my auto response to customer don't snip the body of the ticket ? In other words I would like the entire text of the ticket included in the automated response? I think my current setting is snipping it. Thanks.

4 5

MySQL socket error
by Danie Theron 08 Aug '05

08 Aug '05

Hi all , Ok finally got the Config.pm file setup (correctly I hope:P) , getting the following error when trying to connect to the interface: Error: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' ([..] Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Wed Aug 3 14:23:59 2005 Message: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (13) Traceback (11236): Module: Kernel::System::DB::new (v1.44) Line: 168 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 150 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 The traceback is totally unfamiliar ground for me , so any help would be appreciated. Also here is a snip of my Config.pm (MySQL stuff) # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; TIA!!! -- Regards , @-----------------------------@ | Danie Theron | | Network 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 4

Debian package of OTRS version 2.0.1
by Torsten Werner 07 Aug '05

07 Aug '05

Hello, there is a Debian package available now, please read https://alioth.debian.org/forum/forum.php?forum_id=1734 . Best regards, Torsten

1 0

After upgrading to 2.0.1 from 2.0 beta 4 merging of tickets fails.
by Ken Kilgore 06 Aug '05

06 Aug '05

While testing after upgrading from 2.0 beta 4 to 2.0.1 I have found a problem. I created two tickets then tried to merge them. I get the following error: Software error: Can't call method "LockSet" on an undefined value at ../..//Kernel/System/Ticket.pm line 3720. For help, please send mail to the webmaster (webmaster@localhost <mailto:webmaster@localhost>), giving this error message and the time and date of the error. Thank you for any help, -- Ken Kilgore ---------------------------------------------- When life hands you lemons just grab the salt and pass the Tequila.

3 2

need help rejecting messages]
by Cesar Hernandez 06 Aug '05

06 Aug '05

I have been trying to set up an auto reply for rejected messages but the documentation has not been helpful on that. I'll try to explain my problem. When i receive a ticket the first thing i do is get to the zoom view and have a quick look, but if the message has to be rejected i go to the compose answer. In the Next ticket state menu i do not get an reject option. What am i doing wrong? and how can i reject a ticket and use the auto reply i made for this messages??? Thanks

2 1

blank warning on customer web interface
by Mike Conigliaro 05 Aug '05

05 Aug '05

on 2.0.1, when i try to create an account in the customer web interface using a non-email username, i get the following message: Warning: Comment: Please press Back and try again. is anyone else seeing this, or know how to fix it? -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

2 3

'closed successful' vs 'closed unsuccessful'
by Mike Conigliaro 05 Aug '05

05 Aug '05

regarding ticket state, does anyone know the difference between 'closed successful' and 'closed unsuccessful?' -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

3 2

strange error using FAQ in Tickets
by Jan Lausch 05 Aug '05

05 Aug '05

Hi List, I've got some strange problem in the new 2.0 version here: When I'm in the editor answering a ticket and press "FAQ", the FAQ pop up in an extra window and I can select an article to include in the ticket. So far, so good. But when I complete the ticket editing and want to send/save it, I won't come back to viewing the queue in order to work with the nesxt ticket, but I get into a window where I can edit the FAQ. And the navigation bar (OTRS) is gone so there is no way back to the queue but with browser navigation. This is really weird I think. Editing a ticket, the send it an instead of coming back to the queue, coming to a view of the FAQ withount a way back. This has been testet with IE and Firefox. Have I got a corrupted Version of OTRS or misconfigured sth or what can I do? I'll be grateful for any hints, greetings, jan

1 0

Upgrading from 2.0b4 to 2.0.1
by Rob Cas 05 Aug '05

05 Aug '05

Hi, Does anybody have any advice on upgrading from 2.0b4 to 2.0.1? - Were there database schema changes? - Can I simply patch the changed files, or is a full re-install recommended? - Any gotchas I should be aware of... Thanks in advance, Rob.

3 2

running OTRS 2.0.1 as name based virtual host?
by Christoph Haas 05 Aug '05

05 Aug '05

Hello, I try to configure our OTRS 2.0.1-installation as Apache2 name based virtual host. The config-file of the name based virtual hosts looks: --- snip --- <VirtualHost *:80> ServerAdmin netzwerke(a)mydomain.de ServerName otrs.mydomain.de DocumentRoot /opt/otrs/bin/cgi-bin/ #DirectoryIndex index.pl Alias /otrs-web "/opt/otrs/var/httpd/htdocs" ErrorLog /var/log/apache2/otrs-error_log CustomLog /var/log/apache2/otrs-access_log combined # don't loose time with IP address lookups HostnameLookups Off # needed for named virtual hosts UseCanonicalName Off # configures the footer on server-generated documents ServerSignature On # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location /> #ErrorDocument 403 /customer.pl # AllowOverride None AllowOverride ALL ErrorDocument 403 /index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders Order allow,deny Allow from all </Location> # directory settings <Directory "/opt/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> </VirtualHost> --- snap --- But when I try to use the virtual host, I get an error 403 "Not Found The requested URL / was not found on this server. Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request." Apache error-log: --- snip --- [Fri Aug 05 09:46:39 2005] [error] [client 172.16.130.1] Attempt to serve directory: /opt/otrs/bin/cgi-bin/ [Fri Aug 05 09:46:39 2005] [error] file permissions deny server execution/usr/share/apache2/error/HTTP_NOT_FOUND.html.var [Fri Aug 05 09:46:39 2005] [error] /opt/otrs/bin/cgi-bin/favicon.ico not found or unable to stat --- snap --- something seems to be wrong with the access-rights :-( - but, if I go the "normal" way "server.mydomain.de/otrs/", everything is OK ... System: SuSE linux 9.3 Professional, Apache 2.0.53, OTRS 2.0.1. installed from the RPM. Access-rights and ownerships are: drwxr-xr-x 8 root root 216 Aug 4 13:54 /opt drwxrwxr-x 7 otrs www 728 Aug 4 13:54 /opt/otrs drwxrwxr-x 4 wwwrun www 1176 Aug 4 13:54 /opt/otrs/bin drwxrwxr-x 3 wwwrun www 248 Aug 4 15:31 /opt/otrs/bin/cgi-bin drwxrwxr-x 2 wwwrun www 48 Aug 1 14:02 /opt/otrs/bin/cgi-bin/cpanel - -rwxrwxr-x 1 wwwrun www 1527 Aug 1 14:02 /opt/otrs/bin/cgi-bin/customer.pl - -rwxrwxr-x 1 wwwrun www 1419 Aug 1 14:02 /opt/otrs/bin/cgi-bin/faq.pl - -rwxrwxr-x 1 wwwrun www 1515 Aug 1 14:02 /opt/otrs/bin/cgi-bin/index.pl - -rwxrwxr-x 1 wwwrun www 4202 Aug 1 14:02 /opt/otrs/bin/cgi-bin/installer.pl - -rwxrwxr-x 1 wwwrun www 1524 Aug 1 14:02 /opt/otrs/bin/cgi-bin/public.pl What do I have to adjust, that OTRS runs properly as name based virtual host? TIA Christoph. -- Mit freundlichen Gruessen / Yours sincerely Christoph Haas Linux User #99546 GnuPG-/PGP-fingerprint: 944B D713 F72F 4398 B156 8089 DA8B 68F1 1543 51C3 GnuPG-/PGP-public-key: http://blackhole.pca.dfn.de:11371/pks/lookup?op=get&search=0x154351C3

1 0

Error in replying to the customer with attachment.
by anushya beauty 05 Aug '05

05 Aug '05

Hi, I am using OTRS for the past 4 months. Till now in receiveing the mails from the customer and sending reply to the customer is going fine. But now when i tried to send a reply with an attachement it displayed some mysql error. The error is: /**************/ Error: MySQL server has gone away, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (9, ?, current_timestamp, 2, current_timestamp, 2)' Comment: Please contact the admin. Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Fri Aug 5 12:38:53 2005 Message: MySQL server has gone away, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (9, ?, current_timestamp, 2, current_timestamp, 2)' Traceback (17386): Module: Kernel::System::Ticket::ArticleWritePlain (v1.19.2.1) Line: 145 Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1501 Module: Kernel::Modules::AgentCompose::SendEmail (v1.70) Line: 522 Module: Kernel::Modules::AgentCompose::Run (v1.70) Line: 90 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.73) Line: 637 /*********************/ I want to recover this error,...but i couldn't understand what OTRS is saying. The attached file size is 1MB. When i(act as a customer) tried to attach the same size file while creating the ticket, it didn't give any error. Why it is displayed error only replying to the customer even the file size is same?. (The error is not displayed when the file size is less). Thanks in advance, G.Anushya, wellspringsystems.com. with regards,G.Anushya,anushya(a)wellspringsystems.com __________________________________________________________ Free antispam, antivirus and 1GB to save all your messages Only in Yahoo! Mail: http://in.mail.yahoo.com

2 1

recovered the error in mysql
by anushya beauty 05 Aug '05

05 Aug '05

Hi, In my previous mail, I asked about recovering mysql error in replying the customer with attachment. Just now I find the solution in otrs faq. I recovered the error. Thanks for otrs faq. And sorry for sending the mail before referring the faq's. Solution: Change the set_variable value in /etc/my.cnf to 8M. 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

how to trigger auto responses
by Mike Conigliaro 04 Aug '05

04 Aug '05

hey guys, im using 2.0.1, and i've been unable to trigger 3 of the 5 auto-responses. i was hoping someone could tell me how they work: default -> reject: docs say this should get triggered when i send a followup to a closed ticket, but that didn't work for me. i think it actually just reopened the ticket. default closed -> new ticket: docs say this should get triggered after the above is triggered. default -> remove: i dont know what this does. my understanding was that it was impossible to remove (ie: delete) a ticket. -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

1 1

Will 1.3.2 work with a 2.0.1 database?
by Jason Joines 04 Aug '05

04 Aug '05

I'm currently using OTRS 1.3.2 and MySQL 4.0.x. The database is on a separate server from the OTRS 1.3.2 install. To test OTRS 2.0.1 I'd like to install it on a third separate server but point it at the same database with the idea of keeping my production install of OTRS 1.3.2 running while testing OTRS 2.0.1 with the same data. Will running DBUpdate-to-2.0.mysql.sql to prepare the database for OTRS 2.0.1 cause any problems for my current OTRS 1.3.2 install? Thanks, Jason Joines =================================

2 2

Categorizing (root cause) OTRS tickets
by Chris Sparks 04 Aug '05

04 Aug '05

What is the best way to assign a common value to a ticket? Example: We want to be able to assign tickets based on root cause. So we would have different groups such as User Error, Backup Failure, Account Change Request, ... Thanks for the Help Sparky

2 1

mod_perl problem
by Dirk.Heuvels＠inovasec.de 04 Aug '05

04 Aug '05

The following happens with otrs 2.0.1 on debian sarge apache 2.0.54 mod-perl 1.999 perl 5.8.4 When connecting with Firefox as root@localhost I get "Redirection limit for this URL exceeded.". On the otrs-side I see a lot of new sessions: /opt/otrs/bin/DeleteSessionIDs.pl --showall DeleteSessionIDs.pl <Revision 1.15> - delete all existing or expired session ids Copyright (c) 2001-2005 Martin Edenhofer <martin(a)otrs.org> Working on all session ids: SessionID 10866388384d10a47d61467c9fc303b763! SessionID 103c475df570b007162dbae8c3f048ab05! SessionID 10d4404ee170a78efd53a3b28f4f268312! SessionID 10bcb67146a4983a1ed9c04bd1dc5f926d! SessionID 1001a73245f01e57b909be13c307ef5aa8! SessionID 10e235f684a0d7f671e2166d257f50b66d! .. When connecting with IE it works at first, but after some time otrs spawns new sessions as well. All works fine, if I disable mod_perl. Does anyone use otrs 2.0.1 with mod_perl in a similar environment? Thanks, Dirk

1 0

Empty ticket in queue after receiving email
by Chris Flerackers 03 Aug '05

03 Aug '05

Hi All, I have been using otrs 1.3.2 successfully for some weeks now but recently, I received 2 emails for the support system that did not appear correctly in the queues. I never saw the mail in the queues, but when I do a search on all tickets, I see 2 lines with an empty Ticket#, Age, State, Queue and CustomerID. The From/Subject contains - The Owner contains ( ) I checked the mail (the customer also cc-ed me) and I saw the following which might cause the issue (I changed the names and email addresses but the format is still the same, especially the line breaks, spaces, quotes, ...). From: LNAME1 Fname1 <fname1.lname1(a)domain1.com> To: "'otrs(a)myotrsdomain.com'" <otrs(a)myotrsdomain.com>, Cc: LNAME2 Fname2 <fname2.lname2(a)domain1.com>, BB CC DDD <cc_ddd(a)domain1.com>, LNAME3 Fname3 <fname3.lname3(a)domain1.com>, LNAME4 FNAME4 =CC= <Lname4.Fname4(a)domain2.com>, LNAME5 Fname5 <fname5.lname5(a)domain1.com>, "'Myfname Mylname'" <mylname(a)domain2.com> Some possible problems: - There are no quotes around the "displaynames" - There are double and single quotes around the "To" displayname and the last "CC" displayname. Has anybody seen this problem before? Is it an otrs issue? If yes, has it been fixed in a subsequent release? Best regards, Chris _________________________________________________________________ Don't just search. Find. Check out the new MSN Search! http://search.msn.com/

2 6

OTRS SMTP Error
by nuttapong 03 Aug '05

03 Aug '05

Dear all, I had encounter a problem with sending mail out using SMTP (both for reply and email ticket) to an external account, (but it work fine to an email address within my organization) they do not get email at all My Mail server is Exchange 2003 OTRS: 1.3.2 OS SuSE Linux 9.3 The error is Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: linux Time: Wed Aug 3 16:38:09 2005 Message: Can't send to: nuttapongp(a)gmail.com! Enable debug for more info! Traceback (6410): Module: Kernel::System::Email::SMTP::Send (v1.7) Line: 92 Module: Kernel::System::Email::Send (v1.6.2.1) Line: 210 Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1491 Module: Kernel::Modules::AgentCompose::SendEmail (v1.70) Line: 522 Module: Kernel::Modules::AgentCompose::Run (v1.70) Line: 90 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 202 Module: ModPerl::RegistryCooker::run (v1.73) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 So I thought it was something to do with # SendmailModule in /opt/otrs/Kernel config.pm file which previously I set as $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'mail.example.com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; Then I modify it to $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'mail.example.com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'techsupport'; $Self->{'SendmailModule::AuthPassword'} = 'acaroot'; Then the error had change to be as below instead Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: linux Time: Wed Aug 3 16:18:20 2005 Message: SMTP authentication failed! Enable debug for more info! Traceback (6288): Module: Kernel::System::Email::SMTP::Send (v1.7) Line: 72 Module: Kernel::System::Email::Send (v1.6.2.1) Line: 210 Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1491 Module: Kernel::Modules::AgentCompose::SendEmail (v1.70) Line: 522 Module: Kernel::Modules::AgentCompose::Run (v1.70) Line: 90 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 202 Module: ModPerl::RegistryCooker::run (v1.73) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 So could anyone advice me where else could be wrong and How could I fix it? Moreover how to Enable debug? With Best Rgds Nuttapong

2 1

Permission error in webconfig
by Danie Theron 03 Aug '05

03 Aug '05

Hi , Getting the following error when trying to setup otrs2.0.1 through the web installer : If you want to use the installer, set the Kernel/Config.pm writable for the werserver user! Can't open /opt/otrs/Kernel/Config.pm: Permission denied Checked my rw permissions : drwxrwxr-x 3 apache apache 4096 Aug 3 11:54 Config -rw-rw-r-- 1 apache apache 3918 Aug 1 14:06 Config.pm -rw-rw-r-- 1 apache apache 3918 Aug 1 14:06 Config.pm.dist drwxrwxr-x 11 apache apache 4096 Aug 3 11:54 cpan-lib drwxrwxr-x 2 apache apache 4096 Aug 3 11:54 Language -rw-rw-r-- 1 apache apache 12247 Aug 1 14:06 Language.pm drwxrwxr-x 2 apache apache 4096 Aug 3 11:54 Modules drwxrwxr-x 3 apache apache 4096 Aug 3 11:54 Output drwxrwxr-x 18 apache apache 4096 Aug 3 11:54 System Is this right? Do i need to chmod to? -- Regards , @-----------------------------@ | Danie Theron | | Network 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

Error when creating new tickets after updating
by Sven Abels 03 Aug '05

03 Aug '05

Hi guys, I just updated my system from OTRS 1.3 to 2.0.1 (almost) successfully: I can answer tickets and I can receive new tickets, too. However: I get an error message when creating new tickets. This happens when creating new email tickets and when creating new phone tickets. I receive an Error 500 from Apache saying nothing but: ------------------------- Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. ... ------------------------- The ticket is not created in the mysql database as far as I can see. Can anyone help me??? :( Best greetings, Sven -- Sven Abels Sven(a)abelssoft.de http://www.svensdomain.de ICQ: 4592045 - Alle anderen IM (inkl. Skype): abelssoft

2 2

Question about notifications
by Léonard Wauters 03 Aug '05

03 Aug '05

Hello, We are currently massively using notification messages from OTRS (the ones that are set in Admin area / notifications). I found that the automatic sending different messages are controlled in these menus (tell me if I'm wrong) : Client:OwnerUpdate : In the Queue menu, setting "Customer OwnerNotify: " Client:QueueUpdate : In the Queue menu, setting "Customer Move Notify: " Client:StateUpdate : In the Queue menu, setting "Customer State Notify: " Agent:AddNote : (?) Agent:Escalation : (?) Agent:FollowUp : In the user preferences, Follow up notification item Agent:LockTimeOut : In the user preferences, Ticket lock timeout notification item Agent:Move : In the user preferences, Move notification item Agent:NewTicket : In the user preferences, New ticket notification item Agent:OwnerUpdate : In the Queue menu, setting "Customer OwnerNotify: " Agent:PendingReminder : (?) So, it seems that the same parameter (Queue menu, setting "Customer OwnerNotify") is used for notifying both clients and agents. But, in my case, I do not want clients to be notified of a OwnerUpdate. How can I do it ? is there a config parameter holding that or any other solution ? Thanks a lot for your help. Greetings Léonard Wauters.

2 1

Auth for user postmaster@domain.com failed!
by mbesponga＠greendot.com.ph 03 Aug '05

03 Aug '05

Hello! I've got error "Auth for user postmaster(a)domain.com failed!" at our System Log. I am using OTRS 1.3.2. What usually the cause of this error and its solutions? Thank you in advance. Sincerely , Marilyn

2 1

Ticket integration with the Calendar module
by Bianchi, Giordano 03 Aug '05

03 Aug '05

Hi, is there a way to have the tickets "pending" on a certain date show up in the calendar module as events? thanks, Giordano Bianchi IT Department GIANNI, ORIGONI, GRIPPO & PARTNERS Piazza Belgioioso 2, 20121 Milano telefono: +39-02763741 facsimile: +39-0276009628 <mailto:giobianchi@gop.it> <http://www.gop.it> Le informazioni contenute nella comunicazione che precede possono essere riservate e sono, comunque, destinate esclusivamente alla persona o all'ente sopraindicati. La diffusione, distribuzione e/o copiatura del documento trasmesso da parte di qualsiasi soggetto diverso dal destinatario è proibita. La sicurezza e la correttezza dei messaggi di posta elettronica non possono essere garantite. Se avete ricevuto questo messaggio per errore, Vi preghiamo di contattarci immediatamente. Grazie. This communication is intended only for use by the addressee. It may contain confidential or privileged information. Transmission cannot be guaranteed to be secure or error-free. If you receive this communication unintentionally, please inform us immediately. Thank you.

1 0

Questions about OTRS
by Léonard Wauters 02 Aug '05

02 Aug '05

Hello, I am currently installing OTRS ver 1.3.2 at my office for internal use. We found this software great, and had very few problem during installation. We are currently tuning it for our internal use and creating our own template. However, I did not find informations on the documentation or config file about the following problem : When a ticket enters into OTRS, depending on the queue it enters in, it gets a "Escalation time". Passed this escalation time, when an agents clicks on "queue view", he only sees the escalated ticket, and there is no possibility for him to see the other tickets in the other queues. The problem is that everyone sees the escalated tickets, and not only the ticket owner. Is there a way to bind escalation tickets only for the ticket owner and not for all agents ? I couldn't find how to set it, and I'm wondering if it is possible. Thanks for your help, Greetings Léonard Wauters.

2 1

after DBUpdate-to-2.0.mysql.sql, will both 1.2.3 and 2.0.1 work?
by Jason Joines 02 Aug '05

02 Aug '05

I'm currently using OTRS 1.3.2 and MySQL 4.0.x. The database is on a separate server from the OTRS 1.3.2 install. To test OTRS 2.0.1 I'd like to install it on a third separate server but point it at the same database with the idea of keeping my production install of OTRS 1.3.2 running while testing OTRS 2.0.1. Will running DBUpdate-to-2.0.mysql.sql to prepare the database for OTRS 2.0.1 cause any problems for my current OTRS 1.3.2 install? Thanks, Jason Joines =================================

1 0

2.0.1 installer.pl
by Brian Ronk 02 Aug '05

02 Aug '05

Ok, I'm trying to get 2.0.1 installed via installer.pl. I want fresh data in there (as I am still trying to get stuff working here). I get to the point where the database is installed, and I hit next. It stays at step 2 it seems, and tries to install the database again. It says that it can't because the database already exists. I can hit back, but it just stays on that screen. Any ideas? -- Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108

2 2

RE: Re: [otrs] Premature end of script headers: installer.pl
by Vikram Thakur 02 Aug '05

02 Aug '05

Never mind. I just inherited this server and didn't know that the server was using 'suexec'. The owner needed to be changed. Is working now. Thanks - Vikram > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Vikram Thakur > Sent: Tuesday, August 02, 2005 8:54 AM > To: User questions and discussions about OTRS.org > Subject: RE: Re: [otrs] Premature end of script headers: installer.pl > > The server is running Apache 2.0.51 without mod_perl. I'm connecting to > a mysql server running on another machine. I added the relevant > information in the Config.pm file and httpd.conf. > > - Vikram > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of > > Christian Schoepplein > > Sent: Tuesday, August 02, 2005 4:29 AM > > To: User questions and discussions about OTRS.org > > Subject: Re: [otrs] Premature end of script headers: installer.pl > > > > Hello Vikram, > > > > On Mon, Aug 01, 2005 at 01:10:30PM -0400, Vikram Thakur wrote: > > >I'm trying to install OTRS on Apache on Fedora Core 3. > > > > From source or via a prebuild package? > > > > >If I run the installer.pl file from the shell it shows me the HTML > page > > >and some stuff (no errors). But when I try to open the script from > the > > >browser it give me a 500 Internal error. The logs show it as.. > > > > > >Premature end of script headers: installer.pl > > > > > >Any help is appreciated. > > > > Can you post your webserver configuration for OTRS please? > > > > Best regards, > > Christian > > > > -- > > ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > > http://www.otrs.de/ :: Manage your communication! > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > 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] Using apostrophes in the subject causing problems
by Sheline, Carl (LLU) 02 Aug '05

02 Aug '05

Here's the kicker: Just for fun, I took the same otrs installation, created a mysql database, changed a few config files to point otrs to the mysql database (instead of postgres) and magically all my problems I've been emailing this thread about disappeared! The apostrophe issue can't be duplicated. The case sensitive search issue is fixed also now. I made a few more changes and we have now switched to using mysql permanently. Thanks for everyone's help here. Carl Sheline School of Dentistry Loma Linda University -----Original Message----- From: otrs-bounces(a)otrs.org on behalf of Bryan Fullerton Sent: Tue 7/5/2005 2:19 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Using apostrophes in the subject causing problems On 6/30/05, Jeremy Blain <jeremy(a)belent.com> wrote: > This sounds like an sql escaping issue, where placeholders or proper > quoting > should be used for all the data, but isn't correct. > (this is potentially a security issue too) > > I've filed a bug report about it > http://bugs.otrs.org/show_bug.cgi?id=809 This is the same as a bug I filed in May. http://bugs.otrs.org/show_bug.cgi?id=732 It also seems to be the same as this bug. http://bugs.otrs.org/show_bug.cgi?id=788 For what it's worth I haven't seen this bug recently, but I also haven't seen any email recently with apostrophes in the subject. Bryan _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

5 8

Mod_perl2 required for Package Admin?
by Mark Nernberg 02 Aug '05

02 Aug '05

I was using OTRS 2.0-beta and decided to upgrade to the stable 2.01 version. I am running Apache 1.3.33 on FreeBSD 5.4 with Perl 5.8.6 Using the beta version, I found the Webmail & Calendar features super-useful. To my surprise, when I upgraded -- and I probably did it somewhat "bone-headed" -- I got the error message "Error: Sorry, mod_perl2 is needed by this module!" when I went to run the Package Manager. What could I do to re-install the Webmail & Calendar modules?

2 5

Accounted time
by Simon A. F. Lund 02 Aug '05

02 Aug '05

Dear Community, Is it possible to get the accounted time shown in the customer frontend? In the overview alongside "age, subject, state, etc.." and in the zoom view with a bit more detail about when the accounted time was "added"? regards, Simon

2 1

RE: Re: [otrs] Premature end of script headers: installer.pl
by Vikram Thakur 02 Aug '05

02 Aug '05

The server is running Apache 2.0.51 without mod_perl. I'm connecting to a mysql server running on another machine. I added the relevant information in the Config.pm file and httpd.conf. - Vikram > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Christian Schoepplein > Sent: Tuesday, August 02, 2005 4:29 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Premature end of script headers: installer.pl > > Hello Vikram, > > On Mon, Aug 01, 2005 at 01:10:30PM -0400, Vikram Thakur wrote: > >I'm trying to install OTRS on Apache on Fedora Core 3. > > From source or via a prebuild package? > > >If I run the installer.pl file from the shell it shows me the HTML page > >and some stuff (no errors). But when I try to open the script from the > >browser it give me a 500 Internal error. The logs show it as.. > > > >Premature end of script headers: installer.pl > > > >Any help is appreciated. > > Can you post your webserver configuration for OTRS please? > > Best regards, > Christian > > -- > ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Manage your communication!

1 0

Premature end of script headers: installer.pl
by Vikram Thakur 02 Aug '05

02 Aug '05

I'm trying to install OTRS on Apache on Fedora Core 3. If I run the installer.pl file from the shell it shows me the HTML page and some stuff (no errors). But when I try to open the script from the browser it give me a 500 Internal error. The logs show it as.. Premature end of script headers: installer.pl Any help is appreciated. - Vikram

2 1

Upgrading from 1.2.2 to 2.0.1
by Jimmy Cobb 02 Aug '05

02 Aug '05

Are there any problems to expect when upgrading from 1.2.2 to 2.0.1? Is there a database conversion script available for 2.0.1? I'm also wondering if I am going to have to re-customize the web interface to get the colors and layout more like the rest of our site.

2 1

Delete Ticket in a Queue
by mbesponga＠greendot.com.ph 01 Aug '05

01 Aug '05

Hello. I wanted to delete tickets in "Junk Queue" every night. I configured Generic Agent "Junk" thru web interface (I do not have access in database). However, when I run the Generic Agent "Junk" all tickets in OTRS are all deleted not just tickets in Junk Queue. How do I resolve this problem? Thanks in advance. (: Marilyn

2 1

anyone seen this before
by Chaden Hite 29 Jul '05

29 Jul '05

software error: Can't use an undefined value as an ARRAY reference at ../..//Kernel/Modules/AgentQueueView.pm line 480

1 0

Re: Spanish Traslation for 2.0 - updated
by Martin Edenhofer 29 Jul '05

29 Jul '05

Hi Jorge, thanks for your updated Spanish Traslation. JFI: Spanish is updated now and ready for OTRS 2.0. :-) Thanks Jorge! Martin -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

1 0

Trouble when sending email
by Demicheli Mauro 29 Jul '05

29 Jul '05

Hello this is mine problem: ERROR: OTRS-PM3-10 Perl: 5.8.6 OS: linux Time: Thu Jul 28 15:10:15 2005 Message: Can't send to: xxx.xxxx(a)xxx.com! Enable debug for more info! Traceback (5337): Module: Kernel::System::Email::SMTP::Send (v1.7) Line: 92 Module: Kernel::System::Email::Send (v1.6.2.1) Line: 210 Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1491 Module: Kernel::System::Ticket::SendAutoResponse (v1.19.2.1) Line: 2097 Module: Kernel::System::Ticket::ArticleCreate (v1.19.2.1) Line: 234 Module: Kernel::System::PostMaster::NewTicket::Run (v1.48) Line: 208 Module: Kernel::System::PostMaster::Run (v1.43) Line: 246 Module: main::FetchMail (v1.12) Line: 169 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.12) Line: 106 Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Ticket/Article.pm line 2115. ERROR: OTRS-PM3-10 Perl: 5.8.6 OS: linux Time: Thu Jul 28 15:10:25 2005 Here some brief description: The Fact: When I try to send o reply email to others that was not on mine domain the system goes in error. The system: SUSE 9.3 with last stable OTRS Some needed info: Mailsender: Sendmail. I've tested with MAIL (same address that I use in the reply) and works So I assume the relay system is ok and have all permission to do the operation but in OTRS wont send the email... Can someone help me? Thanks

1 0

Unable to configure database
by Pawel Wojnicki 29 Jul '05

29 Jul '05

X-American School of Warsaw-MailScanner: Found to be clean X-MailScanner-SpamCheck: not spam (whitelisted), SpamAssassin (score=0, required 4) Hi all, I have this problem: I installed otrs 2.0.0 beta 6 from rpm on a redhat 9 system. when i go to http://hostname/otrs/installer.pl, the license agreement shows up (step 1/4). After accepting the agreement nothing changes - the same license agreement page shows up (no error messages). Any suggestions? I had a previous version of otrs on this machine before (1.2), and before installing this new one I uninstalled it and removed everything form /opt/otrs, as well as the otrs database from mysql. What am I doing wrong? Pawel

2 1

Stats icon not appearing
by Ravi AHUJA 29 Jul '05

29 Jul '05

Hi, When i am using admin interface, Stats icon is not appearing Whta should i configure for this. I am using version 1.3.2 on Red Hat linux. Thnaks Ravi Ahuja

4 15

Emailing group when a ticket is closed
by Mark Wallace 28 Jul '05

28 Jul '05

Is there a way within OTRS to email the entire group when a ticket is closed by a group member? I have instructed our users to use the empty answer feature and manually insert our internal "group" email aliases. I would rather have it so that when a ticket is closed the whole group is auto notified by default by OTRS. This notifcation would inclued the customers problem and whatever solution was recomended. Thanks Mark W.

1 0

Re: OTRS::Core::Error! Please help
by Nicolas Motte 28 Jul '05

28 Jul '05

thanks for your response but i have verify MySal pernissions and it is ok In fact i found an error in /etc/hosts file there were fill the wrong intranet I changed it and restart apache but i have the same error I t is lik the wrong address from hosts file is still in the memory Is there another config file for OTRS ? This sounds as MySQL permissions. MySQL uses a user:host permission scheme, and after the repair it seems that your OTRS is trying to connect using a different IP or interface to your DB server. In $OTRSHOME/Kernel/Config.pm chech for your database settings, specially the IP address OTRS it's connecting to. Then check for the correct permissions in MySQL: http://dev.mysql.com/doc/mysql/en/adding-users.html > > Hope this helps! Hi everybody, I had some big problem today, i have made some try on apache virtual host, apache did not work and now it is ok ! ouf ! But when i want to connect to OTRS i have this error : Error: Host 'intranet.marketing.com <http://intranet.marketing.com/>' is not allowed to connect to this MySQL server *Comment:* Please contact your admin *Bug Report:* *Traceback:* ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed Jul 27 19:30:43 2005 Message: Host 'intranet.nacls.com <http://intranet.nacls.com/>' is not allowed to connect to this MySQL server Traceback (3517): Module: Kernel::System::DB::new (v1.40) Line: 222 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 124 Module: (eval) (v1.73) Line: 184 Module: ModPerl::RegistryCooker::run (v1.73) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 154 Module: ModPerl::Registry::handler (v1.99) Line: 16 i do not understand because 'intranet.marketing.com<http://intranet.marketing.com/> is not my intranet but another one on my company network I guess it is only a little option somewhere but i did not find it ! Can anyone help me ? thanks Nicolas

1 0

Subject of tickets
by Lara Abel 28 Jul '05

28 Jul '05

Hello all, Is it possible to change the subject of a ticket after it's been opened? Thanks, Lara

2 1

New Customer User
by Karthik Narayan 28 Jul '05

28 Jul '05

Hello Everyone, I was testing the OTRS system, before releasing it to my customers. I have now customized every aspect that I need, but during the installation process, I used my own email address instead of a system address. Now when a new user is created, an email is being sent on my behalf (using my email address from the OTRS system) and I can't figure out where this is being accessed from. I changed the root@localhost email address, but the change is not being refected when a new user is created. Any help will be appreciated. Thanks, -- Karthik Narayan

2 1

Matching against unlisted X-Headers
by Jason Lixfeld 28 Jul '05

28 Jul '05

I'd like to have PostMaster Filter match against a custom headers called X-First-Run-Is-Spam. Is there an easy way to do this without hacking around in the configuration files?

2 3

changing subject format of tickets
by Yourhosting.nl > Peter Langenkamp 28 Jul '05

28 Jul '05

We would like to know if it is possible to change the location of the text "[Ticket: ######]" which is added by OTRS to the subject of a new email ticket. We would like to have it added at the end of the subject, instead of the start of the subject to which it is added now. Does anyone know if and how this can be done? Sincerely, Peter Langenkamp FirstFind

2 1

closed notification & age query
by nsaliza＠nc.com.my 28 Jul '05

28 Jul '05

Dear All can u help me with this query 1. how to notify admin or other agent when the ticket is closed. 2. is there any way to auto stop the age when the ticket is closed. thank you in advance.

2 1

Can I see ALL the System Log entries?
by Wes Plate 28 Jul '05

28 Jul '05

OTRS 1.3 /otrs/index.pl?Action=AdminLog When I look at the System Log, I can see recent events, but is there a way I can go somewhere to see the ENTIRE log so I can research events that didn't only just happen very-recently? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

3 5

Agent preferences defaults
by Jason Lixfeld 28 Jul '05

28 Jul '05

Is there a way to specify new agent preferences defaults? Basically, I have a queue called Support and another one called Sales. The Support is a member of group support and the Sales queue is a member of group sales. If a new agent named Joe is created, and he is a member of the support and sales groups, I would like Joe's preferences to automatically inherit certain user preferences, specifically automatic selection of the Support and Sales queues in My Queues so the agent will receive notifications for new tickets in these queues. The way it appears to work currently is that each agent needs to manually configure their preferences to include the Support and Sales queues in My Queues. The problem with that is if the agent fails to do this, they will never be made aware of new tickets in these queues, because the agents aren't always tied to their web browsers to see new tickets in the Queue View. Is this possible or is there another method I can use to achieve the same functionality?

2 1

Customer User questions
by Rob Cas 28 Jul '05

28 Jul '05

Hi, I'm using OTRS 2.0.0b4. - Is there any way to delete a customer user? I can only see an option to mark a user as 'Invalid'. (An email to this list "Subject: Re: [otrs] Delete Customers + ChangeSystemEmailAddress" indicated that OTRS 1.2 would allow this functionality...) - Is there any way to add email addresses to the 'Address Book' without having to provide a full Customer User login? eg. You don't necessarily want them to have an account, but just want the email address easily accessible, say, for forwarding messages... Thanks in advance, Rob.

2 1

IIS/MSSQL Question
by Ken Johnson 28 Jul '05

28 Jul '05

Hello Group, Here at me office, we have OTRS installed on Fedora Core 3 system. But, now the boss wants it moved over to a windows system, using IIS6, Active Perl and MSSQL 2000. I have looked through the docs and forums, and I've seen the question asked a couple times on how to get this configured to wirk with the MSSQL, but haven't seen any answers to it. We are interesting on setting up the 2.0 version, but, do not want the mysql. How do I configure OTRS for mssql?

2 1

System Logs
by Rudi Kramer 28 Jul '05

28 Jul '05

Good Morning I need to view old system logs for OTRS version 1.3.2 but I cannot seem to find them on the linux box, can anyone tell me where to look? Thanks Rudi

4 4

Ticket Locked status
by Danie Theron 28 Jul '05

28 Jul '05

Hi all , maybe I'm missing something , but everytime I create a new ticket it has a locked status and does not come up in the specific users queue , only when I unlock the ticket does it appear.Sorry if this is an arb q , just a bit annoying to have to unlock a ticket everytime. TIA -- Regards , @-----------------------------@ | Danie Theron | | Network 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. ------------------------------------------------------------------------------------------------------------------------------------------

1 0

Stopping certain email notifications being sent out to clients
by Des Quinn 28 Jul '05

28 Jul '05

Hi, I have created a separate closed state that signifies that a call has been closed but has not been billed for. When a call is put in this state all I have to do is run a search filter on the state and I get a list of what calls I have to bill clients for. The downside of this is that the client gets two closed email notifications i.e. one for my closed not billed state and one for closed successful. I would prefer that the client would receive one email notification on either of states. Is this possible or is there a better way of accomplishing what I am after. OTRS version is 1.31 on RH based distro TIA

2 1

OTRS::Core::Error! Please help
by Nicolas Motte 28 Jul '05

28 Jul '05

Ho everybody, OTRS is broken and i have to repair quickly for my user... and it is very bizarre ! intranet.sales.com <http://intranet.sales.com> is my intranet and otrs was working great on it Today apache has crash and i repair it but now OTRS do not work and in the error it is about intranet.marketing.com <http://intranet.marketing.com>that is not mine but on my company network. i do not understand how otrs find this address ! Can anyone halp me ? thanks. Nicolas Error: Host 'intranet.marketing.com <http://intranet.marketing.com>' is not allowed to connect to this MySQL server Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed Jul 27 19:20:37 2005 Message: Host 'intranet.marketing.com <http://intranet.marketing.com>' is not allowed to connect to this MySQL server Traceback (3516): Module: Kernel::System::DB::new (v1.40) Line: 222 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 124 Module: (eval) (v1.73) Line: 184 Module: ModPerl::RegistryCooker::run (v1.73) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 154 Module: ModPerl::Registry::handler (v1.99) Line: 16 I launch CheckDB.pl and i have DBI connect('database=otrs;host=intranet.sales.com<http://intranet.sales.com>;','root',...) failed: Host 'intranet.marketing.com <http://intranet.marketing.com>' is not allowed to connect to this MySQL server at /opt/otrs/Kernel/System/DB.pm line 245 ERROR: OTRS-CheckDB-10 Perl: 5.8.0 OS: linux Time: Wed Jul 27 20:19:17 2005 Message: Host 'intranet.marketing.com <http://intranet.marketing.com>' is not allowed to connect to this MySQL server Traceback (3837): Module: Kernel::System::DB::new (v1.40) Line: 222 Module: ./CheckDB.pl (v1.11) Line: 47 No database connect! DB.pm line 245 is : # db connect if (!($Self->{dbh} = DBI->connect("$Self->{DSN}", $Self->{USER}, $Self->{PW}, $Self->{'DB::Attribute'}))) { what can be wrong ? a con file ? i did not find....

2 1

Impossible to connect to otrs after apache trouble
by Nicolas Motte 27 Jul '05

27 Jul '05

Hi everybody, I had some big problem today, i have made some try on apache virtual host, apache did not work and now it is ok ! ouf ! But when i want to connect to OTRS i have this error : Error: Host 'intranet.marketing.com <http://intranet.marketing.com>' is not allowed to connect to this MySQL server *Comment:* Please contact your admin *Bug Report:* *Traceback:* ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed Jul 27 19:30:43 2005 Message: Host 'intranet.nacls.com <http://intranet.nacls.com>' is not allowed to connect to this MySQL server Traceback (3517): Module: Kernel::System::DB::new (v1.40) Line: 222 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 124 Module: (eval) (v1.73) Line: 184 Module: ModPerl::RegistryCooker::run (v1.73) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 154 Module: ModPerl::Registry::handler (v1.99) Line: 16 i do not understand because 'intranet.marketing.com<http://intranet.marketing.com> is not my intranet but another one on my company network I guess it is only a little option somewhere but i did not find it ! Can anyone help me ? thanks Nicolas

1 0

I want to add some new internal note types
by Des Quinn 27 Jul '05

27 Jul '05

Hi, I previously responded to the original article but there was no reply and becaus eth original post was so old I thought it might be worthwhile posting this on its own. I saw this old article and thought it might allow me to do what I want. I want to be able to have a separate note type to keep track of any costs e.g. hardware associated with a call. I am concerned by the warning given below: > Take care that note-type means not ticket state. If you still want to use > more note types, follow this steps: what does this mean? What defines whether the newly created note is viewable to customers or not? Will the new note type have a different color associated with it? TIA "Martin Edenhofer" <martin(a)edenhofer.de> wrote in message news:20030917224105.GF20763@esanta.pureserver.info... > Hi Matthias, > > On Wed, Sep 17, 2003 at 11:50:54AM +0200, Matthias Wegner wrote: >> I would like to add some new Internal Note Type "Wartung". >> I added the new type to the "Article_type" table. >> But, as i understand it, i have to modify the "Default.pm" script. >> This is what i did: >> >> $Self->{DefaultNoteTypes} = { >> 'note-internal' => 1, >> 'note-external' => 2, >> 'note-report' => 3, >> 'Wartung' => 4, >> }; >> >> But even after this modification the drop Down Box of the "note" >> Form only lists "note-internal". >> What else is necessary ? > > Take care that note-type means not ticket state. If you still want to use > more note types, follow this steps: > > - insert new article type to article_type table: > mysql> INSERT INTO article_type > mysql> (name, valid_id, create_by, create_time, change_by, change_time) > mysql> VALUES > mysql> ('note-wartung', 1, 1, current_timestamp, 1, current_timestamp); > > - add the following config options to your Kernel/Config.pm > > $Self->{DefaultNoteTypes} = { > 'note-internal' => 1, > 'note-external' => 1, > 'note-report' => 1, > 'note-wartung' => 1, > }; > > Restart your webserver (if you use mod_perl) and you will have your new > note types. > > PS: Like Robert wrote, don't edit Kernel/Config/Defaults.pm, see also > http://doc.otrs.org/1.1/html/configfile.html > >> Matthias Wegner > > Martin > > -- > Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ > -- > "The number of Unix installations has grown to 10, with more expected." > The Unix Programmer's Manual, 2nd Edition, June 1972 > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > 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] Agent view queues for more than one group simultanious ly
by West, Bradley G. 27 Jul '05

27 Jul '05

I don't know what to tell you. I do know that a queue without any items in it that a user has defined within his My Queues will not display if it is empty. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Soul Reaper Sent: Tuesday, July 26, 2005 1:37 PM To: otrs(a)otrs.org Subject: RE: [otrs] Agent view queues for more than one group simultanious ly Thank you for your response, However I do not wish to display items in the "My Queues" portion of the agents UI. I would like the agent to be able to see all the queues from multiple groups directly in the list of queues displayed when the agent clicks on the link QueueView. The agent has their permission set as a member of multiple groups and the required queues are set up in each group. However when my agent logs in they only see the queues from one group. >From: "West, Bradley G." <bwest(a)Spang.com> >For a given agent to display items in the "My Queues" portion of his/her UI >you must go into the system as root or other administrative user and modify >that particular Agent User and select the queues they have permissions to >from the "My Queues" section. > > >-----Original Message----- > >Hello > >I want to set up an agent as a full 'rw' member of two groups and have >done > >so in my admin settings. I have also added the multi group data in the >manual to the Kernel/Config.pm file and followed the instructions there. > >However when the agent goes to queue view it is only displaying the queues >in 1 group. Pardon my ignorence but is there another setting I also need >to > >alter in one of the config files to properly allow my agent to view all of >the queues in both groups from queue view? Or is this simply not currently >possible? > >Thank you and regards. > >_________________________________________________________________ >Accurate weather reports for this week & the weekend! >http://www.msn.ie/weather > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >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/ _________________________________________________________________ Browse smarter with tabs - get the all-new MSN Toolbar! http://toolbar.msn.ie _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ 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

Crypt::PasswdMD5
by K.Alma 27 Jul '05

27 Jul '05

For shared db use, is it possible to use Crypt::PasswdMD5 module for encryption of the passwords instead of crypt()? I included this module to right files and changed the string but did not see any change. I guess i am missing some vital here..? //ka -- T.Virtanen -- http://www.fastmail.fm - Choose from over 50 domains or use your own

1 0

shifts
by Luis Fernando 26 Jul '05

26 Jul '05

hello let's supposed worker1 closes a ticket (TICKET1) sucessfully and his shift ends then worker2 starts answering tickets and the owner of TICKET1 answers it... he'll have an answer just when there's worker1 shift again... is there a way to worker1 to get notifications whilie it's his shift? thanks, Luis Fernando

1 0

RE: [otrs] Agent view queues for more than one group simultanious ly
by West, Bradley G. 26 Jul '05

26 Jul '05

For a given agent to display items in the "My Queues" portion of his/her UI you must go into the system as root or other administrative user and modify that particular Agent User and select the queues they have permissions to from the "My Queues" section. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Soul Reaper Sent: Tuesday, July 26, 2005 12:13 PM To: otrs(a)otrs.org Subject: [otrs] Agent view queues for more than one group simultaniously Hello I want to set up an agent as a full 'rw' member of two groups and have done so in my admin settings. I have also added the multi group data in the manual to the Kernel/Config.pm file and followed the instructions there. However when the agent goes to queue view it is only displaying the queues in 1 group. Pardon my ignorence but is there another setting I also need to alter in one of the config files to properly allow my agent to view all of the queues in both groups from queue view? Or is this simply not currently possible? Thank you and regards. _________________________________________________________________ Accurate weather reports for this week & the weekend! http://www.msn.ie/weather _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ 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

Error: Access denied for user: 'otrs@localhost' (Using password: YES)
by Chaden Hite 26 Jul '05

26 Jul '05

I am getting the following error when I try to access OTRS I am using MySQL as the backend DB, SUSE 9.1 for the OS, pointing to Active Directory for authentication access it seems like the user OTRS has lost access through my DB.... but I cannot seem to get it working I have rebooted the server as well as the apache and otrs services several times any ideas? here is the full error: Error: Access denied for user: 'otrs@localhost' (Using password: YES) Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.1 OS: linux Time: Tue Jul 26 09:14:59 2005 Message: Access denied for user: 'otrs@localhost' (Using password: YES) Traceback (1774): Module: Kernel::System::DB::new (v1.40) Line: 222 Module: Apache::ROOT::otrs::index_2epl::handler (v1.73) Line: 123 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 thanks in advance for your help!!!

3 3

PostmasterPOP3 errors
by Ken Johnson 26 Jul '05

26 Jul '05

I ran the PostmasterPop3.pl and Im getting the following errors. I was running 1.3.2 an upgraded to 2.0.0beta6 I also ran the DBupdate-2.0.0-mysql and it seemed to run successfully. Any ideas? Message: No TypeID for NewTicket found! Traceback (26312): Module: Kernel::System::Ticket::HistoryTypeLookup (v1.176) Line: 3334 Module: Kernel::System::Ticket::HistoryAdd (v1.176) Line: 3367 Module: Kernel::System::Ticket::TicketCreate (v1.176) Line: 377 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Tue Jul 26 09:30:40 2005 Message: Need HistoryTypeID! Traceback (26312): Module: Kernel::System::Ticket::HistoryAdd (v1.176) Line: 3373 Module: Kernel::System::Ticket::TicketCreate (v1.176) Line: 377 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Tue Jul 26 09:30:40 2005 Message: No TypeID for CustomerUpdate found! Traceback (26312): Module: Kernel::System::Ticket::HistoryTypeLookup (v1.176) Line: 3334 Module: Kernel::System::Ticket::HistoryAdd (v1.176) Line: 3367 Module: Kernel::System::Ticket::SetCustomerData (v1.176) Line: 1169 Module: Kernel::System::Ticket::TicketCreate (v1.176) Line: 385 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Tue Jul 26 09:30:40 2005 Message: Need HistoryTypeID! Traceback (26312): Module: Kernel::System::Ticket::HistoryAdd (v1.176) Line: 3373 Module: Kernel::System::Ticket::SetCustomerData (v1.176) Line: 1169 Module: Kernel::System::Ticket::TicketCreate (v1.176) Line: 385 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 162 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Tue Jul 26 09:30:40 2005 Message: No TypeID for EmailCustomer found! Traceback (26312): Module: Kernel::System::Ticket::HistoryTypeLookup (v1.176) Line: 3334 Module: Kernel::System::Ticket::HistoryAdd (v1.176) Line: 3367 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.90) Line: 170 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 208 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Tue Jul 26 09:30:40 2005 Message: Need HistoryTypeID! Traceback (26312): Module: Kernel::System::Ticket::HistoryAdd (v1.176) Line: 3373 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.90) Line: 170 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 208 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.16) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126

1 0

Agent view queues for more than one group simultaniously
by Soul Reaper 26 Jul '05

26 Jul '05

Hello I want to set up an agent as a full 'rw' member of two groups and have done so in my admin settings. I have also added the multi group data in the manual to the Kernel/Config.pm file and followed the instructions there. However when the agent goes to queue view it is only displaying the queues in 1 group. Pardon my ignorence but is there another setting I also need to alter in one of the config files to properly allow my agent to view all of the queues in both groups from queue view? Or is this simply not currently possible? Thank you and regards. _________________________________________________________________ Accurate weather reports for this week & the weekend! http://www.msn.ie/weather

1 0

Date format in otrs
by Hamish 26 Jul '05

26 Jul '05

Hi Is there a way to change date format in OTRS? It is currently mm/dd/yyyy - we use dd/mm/yyyy for everything else, so it gets confusing! Thanks, Hamish

2 2

how stable is OTRS 2.0.0 beta6 ?
by Duarte Cordeiro 26 Jul '05

26 Jul '05

Hi, I know that version 2.0 will be out in a week, but we only have this week available for updates. So, can anyone tell me your experiences with v 2.0 beta 6? Is stable enough for production? Thanks for your advice, Duarte Cordeiro

2 1

problem with FQDN and otrs 1.32.p01-5 (Debian)
by Jerome Alet 26 Jul '05

26 Jul '05

Hi, I've got a problem when modifying the FQDN in Config.pm, because what I'd like is to have emails coming from otrs appear as coming from otrs(a)example.com, but then having notifications contain urls like http://otrs.example.com/... but if I change the FQDN, it's either one or the other which is ok. is there a solution for this ? thanks in advance Jerome Alet

1 1

Tickets on Hold
by Nathan Gaydon 26 Jul '05

26 Jul '05

Hi, I've been looking at replacing our current Helpdesk application with OTRS but the only thing that I cannot see how to do is put a ticket on hold. What I mean when I say put a ticket on hold is if the customer is unavailable (on holiday, etc) or if parts are on order. Obviously if the customer is away and is unavailable to confirm if the ticket is completed our helpdesk might exceed the agreed SLA for that ticket when it is maybe not the fault of the helpdesk technician. Is this option available in OTRS or have I just missed it? Is there any alternative ways to do this? Thanks Nathan Nathan Gaydon Technical Support Specialist Aeroflex Intl Ltd D: (+44)1438 772046 M: (+44)7743862019

1 0

File Permission
by Danie Theron 25 Jul '05

25 Jul '05

Hi , OK , installed the rpm for Fedora 3 , configured the httpd.conf but getting the following error: Forbidden You don't have permission to access /otrs/installer.pl on this server. Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request. I did change the user to otrs and the group to nobody (?) , please find attached a copy of my httpd.conf -- Regards , @-----------------------------@ | Danie Theron | | Network 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. ------------------------------------------------------------------------------------------------------------------------------------------ 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. ------------------------------------------------------------------------------------------------------------------------------------------ # # Based upon the NCSA server configuration files originally by Rob McCool. # # This is the main Apache server configuration file. It contains the # configuration directives that give the server its instructions. # See <URL:http://httpd.apache.org/docs-2.0/> for detailed information about # the directives. # # Do NOT simply read the instructions in here without understanding # what they do. They're here only as hints or reminders. If you are unsure # consult the online docs. You have been warned. # # The configuration directives are grouped into three basic sections: # 1. Directives that control the operation of the Apache server process as a # whole (the 'global environment'). # 2. Directives that define the parameters of the 'main' or 'default' server, # which responds to requests that aren't handled by a virtual host. # These directives also provide default values for the settings # of all virtual hosts. # 3. Settings for virtual hosts, which allow Web requests to be sent to # different IP addresses or hostnames and have them handled by the # same Apache server process. # # Configuration and logfile names: If the filenames you specify for many # of the server's control files begin with "/" (or "drive:/" for Win32), the # server will use that explicit path. If the filenames do *not* begin # with "/", the value of ServerRoot is prepended -- so "logs/foo.log" # with ServerRoot set to "/etc/httpd" will be interpreted by the # server as "/etc/httpd/logs/foo.log". # ### Section 1: Global Environment # # The directives in this section affect the overall operation of Apache, # such as the number of concurrent requests it can handle or where it # can find its configuration files. # # # Don't give away too much information about all the subcomponents # we are running. Comment out this line if you don't mind remote sites # finding out what major optional modules you are running ServerTokens OS # # ServerRoot: The top of the directory tree under which the server's # configuration, error, and log files are kept. # # NOTE! If you intend to place this on an NFS (or otherwise network) # mounted filesystem then please read the LockFile documentation # (available at <URL:http://httpd.apache.org/docs-2.0/mod/mpm_common.html#lockfile>); # you will save yourself a lot of trouble. # # Do NOT add a slash at the end of the directory path. # ServerRoot "/etc/httpd" # # PidFile: The file in which the server should record its process # identification number when it starts. # PidFile run/httpd.pid # # Timeout: The number of seconds before receives and sends time out. # Timeout 120 # # KeepAlive: Whether or not to allow persistent connections (more than # one request per connection). Set to "Off" to deactivate. # KeepAlive Off # # MaxKeepAliveRequests: The maximum number of requests to allow # during a persistent connection. Set to 0 to allow an unlimited amount. # We recommend you leave this number high, for maximum performance. # MaxKeepAliveRequests 100 # # KeepAliveTimeout: Number of seconds to wait for the next request from the # same client on the same connection. # KeepAliveTimeout 15 ## ## Server-Pool Size Regulation (MPM specific) ## # prefork MPM # StartServers: number of server processes to start # MinSpareServers: minimum number of server processes which are kept spare # MaxSpareServers: maximum number of server processes which are kept spare # ServerLimit: maximum value for MaxClients for the lifetime of the server # MaxClients: maximum number of server processes allowed to start # MaxRequestsPerChild: maximum number of requests a server process serves <IfModule prefork.c> StartServers 8 MinSpareServers 5 MaxSpareServers 20 ServerLimit 256 MaxClients 256 MaxRequestsPerChild 4000 </IfModule> # worker MPM # StartServers: initial number of server processes to start # MaxClients: maximum number of simultaneous client connections # MinSpareThreads: minimum number of worker threads which are kept spare # MaxSpareThreads: maximum number of worker threads which are kept spare # ThreadsPerChild: constant number of worker threads in each server process # MaxRequestsPerChild: maximum number of requests a server process serves <IfModule worker.c> StartServers 2 MaxClients 150 MinSpareThreads 25 MaxSpareThreads 75 ThreadsPerChild 25 MaxRequestsPerChild 0 </IfModule> # # Listen: Allows you to bind Apache to specific IP addresses and/or # ports, in addition to the default. See also the <VirtualHost> # directive. # # Change this to Listen on specific IP addresses as shown below to # prevent Apache from glomming onto all bound IP addresses (0.0.0.0) # #Listen 12.34.56.78:80 Listen 80 # # Dynamic Shared Object (DSO) Support # # To be able to use the functionality of a module which was built as a DSO you # have to place corresponding `LoadModule' lines at this location so the # directives contained in it are actually available _before_ they are used. # Statically compiled modules (those listed by `httpd -l') do not need # to be loaded here. # # Example: # LoadModule foo_module modules/mod_foo.so # LoadModule access_module modules/mod_access.so LoadModule auth_module modules/mod_auth.so LoadModule auth_anon_module modules/mod_auth_anon.so LoadModule auth_dbm_module modules/mod_auth_dbm.so LoadModule auth_digest_module modules/mod_auth_digest.so LoadModule ldap_module modules/mod_ldap.so LoadModule auth_ldap_module modules/mod_auth_ldap.so LoadModule include_module modules/mod_include.so LoadModule log_config_module modules/mod_log_config.so LoadModule env_module modules/mod_env.so LoadModule mime_magic_module modules/mod_mime_magic.so LoadModule cern_meta_module modules/mod_cern_meta.so LoadModule expires_module modules/mod_expires.so LoadModule deflate_module modules/mod_deflate.so LoadModule headers_module modules/mod_headers.so LoadModule usertrack_module modules/mod_usertrack.so LoadModule setenvif_module modules/mod_setenvif.so LoadModule mime_module modules/mod_mime.so LoadModule dav_module modules/mod_dav.so LoadModule status_module modules/mod_status.so LoadModule autoindex_module modules/mod_autoindex.so LoadModule asis_module modules/mod_asis.so LoadModule info_module modules/mod_info.so LoadModule dav_fs_module modules/mod_dav_fs.so LoadModule vhost_alias_module modules/mod_vhost_alias.so LoadModule negotiation_module modules/mod_negotiation.so LoadModule dir_module modules/mod_dir.so LoadModule imap_module modules/mod_imap.so LoadModule actions_module modules/mod_actions.so LoadModule speling_module modules/mod_speling.so LoadModule userdir_module modules/mod_userdir.so LoadModule alias_module modules/mod_alias.so LoadModule rewrite_module modules/mod_rewrite.so LoadModule proxy_module modules/mod_proxy.so LoadModule proxy_ftp_module modules/mod_proxy_ftp.so LoadModule proxy_http_module modules/mod_proxy_http.so LoadModule proxy_connect_module modules/mod_proxy_connect.so LoadModule cache_module modules/mod_cache.so LoadModule suexec_module modules/mod_suexec.so LoadModule disk_cache_module modules/mod_disk_cache.so LoadModule file_cache_module modules/mod_file_cache.so LoadModule mem_cache_module modules/mod_mem_cache.so LoadModule cgi_module modules/mod_cgi.so # # Load config files from the config directory "/etc/httpd/conf.d". # Include conf.d/*.conf # # ExtendedStatus controls whether Apache will generate "full" status # information (ExtendedStatus On) or just basic information (ExtendedStatus # Off) when the "server-status" handler is called. The default is Off. # #ExtendedStatus On ### Section 2: 'Main' server configuration # # The directives in this section set up the values used by the 'main' # server, which responds to any requests that aren't handled by a # <VirtualHost> definition. These values also provide defaults for # any <VirtualHost> containers you may define later in the file. # # All of these directives may appear inside <VirtualHost> containers, # in which case these default settings will be overridden for the # virtual host being defined. # # # If you wish httpd to run as a different user or group, you must run # httpd as root initially and it will switch. # # User/Group: The name (or #number) of the user/group to run httpd as. # . On SCO (ODT 3) use "User nouser" and "Group nogroup". # . On HPUX you may not be able to use shared memory as nobody, and the # suggested workaround is to create a user www and use that user. # NOTE that some kernels refuse to setgid(Group) or semctl(IPC_SET) # when the value of (unsigned)Group is above 60000; # don't use Group #-1 on these systems! # User otrs Group nobody # # ServerAdmin: Your address, where problems with the server should be # e-mailed. This address appears on some server-generated pages, such # as error documents. e.g. admin(a)your-domain.com # ServerAdmin danie(a)verpakt.com # # ServerName gives the name and port that the server uses to identify itself. # This can often be determined automatically, but we recommend you specify # it explicitly to prevent problems during startup. # # If this is not set to valid DNS name for your host, server-generated # redirections will not work. See also the UseCanonicalName directive. # # If your host doesn't have a registered DNS name, enter its IP address here. # You will have to access it by its address anyway, and this will make # redirections work in a sensible way. # ServerName 192.168.135.111:80 # # UseCanonicalName: Determines how Apache constructs self-referencing # URLs and the SERVER_NAME and SERVER_PORT variables. # When set "Off", Apache will use the Hostname and Port supplied # by the client. When set "On", Apache will use the value of the # ServerName directive. # UseCanonicalName Off # # DocumentRoot: The directory out of which you will serve your # documents. By default, all requests are taken from this directory, but # symbolic links and aliases may be used to point to other locations. # DocumentRoot "/var/www/html" # # Each directory to which Apache has access can be configured with respect # to which services and features are allowed and/or disabled in that # directory (and its subdirectories). # # First, we configure the "default" to be a very restrictive set of # features. # <Directory /> Options FollowSymLinks AllowOverride None </Directory> # # Note that from this point forward you must specifically allow # particular features to be enabled - so if something's not working as # you might expect, make sure that you have specifically enabled it # below. # # # This should be changed to whatever you set DocumentRoot to. # <Directory "/var/www/html"> # # Possible values for the Options directive are "None", "All", # or any combination of: # Indexes Includes FollowSymLinks SymLinksifOwnerMatch ExecCGI MultiViews # # Note that "MultiViews" must be named *explicitly* --- "Options All" # doesn't give it to you. # # The Options directive is both complicated and important. Please see # http://httpd.apache.org/docs-2.0/mod/core.html#options # for more information. # Options Indexes FollowSymLinks # # AllowOverride controls what directives may be placed in .htaccess files. # It can be "All", "None", or any combination of the keywords: # Options FileInfo AuthConfig Limit # AllowOverride None # # Controls who can get stuff from this server. # Order allow,deny Allow from all </Directory> # # UserDir: The name of the directory that is appended onto a user's home # directory if a ~user request is received. # # The path to the end user account 'public_html' directory must be # accessible to the webserver userid. This usually means that ~userid # must have permissions of 711, ~userid/public_html must have permissions # of 755, and documents contained therein must be world-readable. # Otherwise, the client will only receive a "403 Forbidden" message. # # See also: http://httpd.apache.org/docs/misc/FAQ.html#forbidden # <IfModule mod_userdir.c> # # UserDir is disabled by default since it can confirm the presence # of a username on the system (depending on home directory # permissions). # UserDir disable # # To enable requests to /~user/ to serve the user's public_html # directory, remove the "UserDir disable" line above, and uncomment # the following line instead: # #UserDir public_html </IfModule> # # Control access to UserDir directories. The following is an example # for a site where these directories are restricted to read-only. # #<Directory /home/*/public_html> # AllowOverride FileInfo AuthConfig Limit # Options MultiViews Indexes SymLinksIfOwnerMatch IncludesNoExec # <Limit GET POST OPTIONS> # Order allow,deny # Allow from all # </Limit> # <LimitExcept GET POST OPTIONS> # Order deny,allow # Deny from all # </LimitExcept> #</Directory> # # DirectoryIndex: sets the file that Apache will serve if a directory # is requested. # # The index.html.var file (a type-map) is used to deliver content- # negotiated documents. The MultiViews Option can be used for the # same purpose, but it is much slower. # DirectoryIndex index.html index.html.var # # AccessFileName: The name of the file to look for in each directory # for additional configuration directives. See also the AllowOverride # directive. # AccessFileName .htaccess # # The following lines prevent .htaccess and .htpasswd files from being # viewed by Web clients. # <Files ~ "^\.ht"> Order allow,deny Deny from all </Files> # # TypesConfig describes where the mime.types file (or equivalent) is # to be found. # TypesConfig /etc/mime.types # # DefaultType is the default MIME type the server will use for a document # if it cannot otherwise determine one, such as from filename extensions. # If your server contains mostly text or HTML documents, "text/plain" is # a good value. If most of your content is binary, such as applications # or images, you may want to use "application/octet-stream" instead to # keep browsers from trying to display binary files as though they are # text. # DefaultType text/plain # # The mod_mime_magic module allows the server to use various hints from the # contents of the file itself to determine its type. The MIMEMagicFile # directive tells the module where the hint definitions are located. # <IfModule mod_mime_magic.c> # MIMEMagicFile /usr/share/magic.mime MIMEMagicFile conf/magic </IfModule> # # HostnameLookups: Log the names of clients or just their IP addresses # e.g., www.apache.org (on) or 204.62.129.132 (off). # The default is off because it'd be overall better for the net if people # had to knowingly turn this feature on, since enabling it means that # each client request will result in AT LEAST one lookup request to the # nameserver. # HostnameLookups Off # # EnableMMAP: Control whether memory-mapping is used to deliver # files (assuming that the underlying OS supports it). # The default is on; turn this off if you serve from NFS-mounted # filesystems. On some systems, turning it off (regardless of # filesystem) can improve performance; for details, please see # http://httpd.apache.org/docs-2.0/mod/core.html#enablemmap # #EnableMMAP off # # EnableSendfile: Control whether the sendfile kernel support is # used to deliver files (assuming that the OS supports it). # The default is on; turn this off if you serve from NFS-mounted # filesystems. Please see # http://httpd.apache.org/docs-2.0/mod/core.html#enablesendfile # #EnableSendfile off # # ErrorLog: The location of the error log file. # If you do not specify an ErrorLog directive within a <VirtualHost> # container, error messages relating to that virtual host will be # logged here. If you *do* define an error logfile for a <VirtualHost> # container, that host's errors will be logged there and not here. # ErrorLog logs/error_log # # LogLevel: Control the number of messages logged to the error_log. # Possible values include: debug, info, notice, warn, error, crit, # alert, emerg. # LogLevel warn # # The following directives define some format nicknames for use with # a CustomLog directive (see below). # LogFormat "%h %l %u %t \"%r\" %>s %b \"%{Referer}i\" \"%{User-Agent}i\"" combined LogFormat "%h %l %u %t \"%r\" %>s %b" common LogFormat "%{Referer}i -> %U" referer LogFormat "%{User-agent}i" agent # # The location and format of the access logfile (Common Logfile Format). # If you do not define any access logfiles within a <VirtualHost> # container, they will be logged here. Contrariwise, if you *do* # define per-<VirtualHost> access logfiles, transactions will be # logged therein and *not* in this file. # #CustomLog logs/access_log common # # If you would like to have agent and referer logfiles, uncomment the # following directives. # #CustomLog logs/referer_log referer #CustomLog logs/agent_log agent # # For a single logfile with access, agent, and referer information # (Combined Logfile Format), use the following directive: # CustomLog logs/access_log combined # # Optionally add a line containing the server version and virtual host # name to server-generated pages (internal error documents, FTP directory # listings, mod_status and mod_info output etc., but not CGI generated # documents or custom error documents). # Set to "EMail" to also include a mailto: link to the ServerAdmin. # Set to one of: On | Off | EMail # ServerSignature On # # Aliases: Add here as many aliases as you need (with no limit). The format is # Alias fakename realname # # Note that if you include a trailing / on fakename then the server will # require it to be present in the URL. So "/icons" isn't aliased in this # example, only "/icons/". If the fakename is slash-terminated, then the # realname must also be slash terminated, and if the fakename omits the # trailing slash, the realname must also omit it. # # We include the /icons/ alias for FancyIndexed directory listings. If you # do not use FancyIndexing, you may comment this out. # Alias /icons/ "/var/www/icons/" <Directory "/var/www/icons"> Options Indexes MultiViews AllowOverride None Order allow,deny Allow from all </Directory> # # WebDAV module configuration section. # <IfModule mod_dav_fs.c> # Location of the WebDAV lock database. DAVLockDB /var/lib/dav/lockdb </IfModule> # # ScriptAlias: This controls which directories contain server scripts. # ScriptAliases are essentially the same as Aliases, except that # documents in the realname directory are treated as applications and # run by the server when requested rather than as documents sent to the client. # The same rules about trailing "/" apply to ScriptAlias directives as to # Alias. # ScriptAlias /cgi-bin/ "/var/www/cgi-bin/" # # "/var/www/cgi-bin" should be changed to whatever your ScriptAliased # CGI directory exists, if you have that configured. # <Directory "/var/www/cgi-bin"> AllowOverride None Options None Order allow,deny Allow from all </Directory> # # Redirect allows you to tell clients about documents which used to exist in # your server's namespace, but do not anymore. This allows you to tell the # clients where to look for the relocated document. # Example: # Redirect permanent /foo http://www.example.com/bar # # Directives controlling the display of server-generated directory listings. # # # IndexOptions: Controls the appearance of server-generated directory # listings. # IndexOptions FancyIndexing VersionSort NameWidth=* # # AddIcon* directives tell the server which icon to show for different # files or filename extensions. These are only displayed for # FancyIndexed directories. # AddIconByEncoding (CMP,/icons/compressed.gif) x-compress x-gzip AddIconByType (TXT,/icons/text.gif) text/* AddIconByType (IMG,/icons/image2.gif) image/* AddIconByType (SND,/icons/sound2.gif) audio/* AddIconByType (VID,/icons/movie.gif) video/* AddIcon /icons/binary.gif .bin .exe AddIcon /icons/binhex.gif .hqx AddIcon /icons/tar.gif .tar AddIcon /icons/world2.gif .wrl .wrl.gz .vrml .vrm .iv AddIcon /icons/compressed.gif .Z .z .tgz .gz .zip AddIcon /icons/a.gif .ps .ai .eps AddIcon /icons/layout.gif .html .shtml .htm .pdf AddIcon /icons/text.gif .txt AddIcon /icons/c.gif .c AddIcon /icons/p.gif .pl .py AddIcon /icons/f.gif .for AddIcon /icons/dvi.gif .dvi AddIcon /icons/uuencoded.gif .uu AddIcon /icons/script.gif .conf .sh .shar .csh .ksh .tcl AddIcon /icons/tex.gif .tex AddIcon /icons/bomb.gif core AddIcon /icons/back.gif .. AddIcon /icons/hand.right.gif README AddIcon /icons/folder.gif ^^DIRECTORY^^ AddIcon /icons/blank.gif ^^BLANKICON^^ # # DefaultIcon is which icon to show for files which do not have an icon # explicitly set. # DefaultIcon /icons/unknown.gif # # AddDescription allows you to place a short description after a file in # server-generated indexes. These are only displayed for FancyIndexed # directories. # Format: AddDescription "description" filename # #AddDescription "GZIP compressed document" .gz #AddDescription "tar archive" .tar #AddDescription "GZIP compressed tar archive" .tgz # # ReadmeName is the name of the README file the server will look for by # default, and append to directory listings. # # HeaderName is the name of a file which should be prepended to # directory indexes. ReadmeName README.html HeaderName HEADER.html # # IndexIgnore is a set of filenames which directory indexing should ignore # and not include in the listing. Shell-style wildcarding is permitted. # IndexIgnore .??* *~ *# HEADER* README* RCS CVS *,v *,t # # DefaultLanguage and AddLanguage allows you to specify the language of # a document. You can then use content negotiation to give a browser a # file in a language the user can understand. # # Specify a default language. This means that all data # going out without a specific language tag (see below) will # be marked with this one. You probably do NOT want to set # this unless you are sure it is correct for all cases. # # * It is generally better to not mark a page as # * being a certain language than marking it with the wrong # * language! # # DefaultLanguage nl # # Note 1: The suffix does not have to be the same as the language # keyword --- those with documents in Polish (whose net-standard # language code is pl) may wish to use "AddLanguage pl .po" to # avoid the ambiguity with the common suffix for perl scripts. # # Note 2: The example entries below illustrate that in some cases # the two character 'Language' abbreviation is not identical to # the two character 'Country' code for its country, # E.g. 'Danmark/dk' versus 'Danish/da'. # # Note 3: In the case of 'ltz' we violate the RFC by using a three char # specifier. There is 'work in progress' to fix this and get # the reference data for rfc1766 cleaned up. # # Catalan (ca) - Croatian (hr) - Czech (cs) - Danish (da) - Dutch (nl) # English (en) - Esperanto (eo) - Estonian (et) - French (fr) - German (de) # Greek-Modern (el) - Hebrew (he) - Italian (it) - Japanese (ja) # Korean (ko) - Luxembourgeois* (ltz) - Norwegian Nynorsk (nn) # Norwegian (no) - Polish (pl) - Portugese (pt) # Brazilian Portuguese (pt-BR) - Russian (ru) - Swedish (sv) # Simplified Chinese (zh-CN) - Spanish (es) - Traditional Chinese (zh-TW) # AddLanguage ca .ca AddLanguage cs .cz .cs AddLanguage da .dk AddLanguage de .de AddLanguage el .el AddLanguage en .en AddLanguage eo .eo AddLanguage es .es AddLanguage et .et AddLanguage fr .fr AddLanguage he .he AddLanguage hr .hr AddLanguage it .it AddLanguage ja .ja AddLanguage ko .ko AddLanguage ltz .ltz AddLanguage nl .nl AddLanguage nn .nn AddLanguage no .no AddLanguage pl .po AddLanguage pt .pt AddLanguage pt-BR .pt-br AddLanguage ru .ru AddLanguage sv .sv AddLanguage zh-CN .zh-cn AddLanguage zh-TW .zh-tw # # LanguagePriority allows you to give precedence to some languages # in case of a tie during content negotiation. # # Just list the languages in decreasing order of preference. We have # more or less alphabetized them here. You probably want to change this. # LanguagePriority en ca cs da de el eo es et fr he hr it ja ko ltz nl nn no pl pt pt-BR ru sv zh-CN zh-TW # # ForceLanguagePriority allows you to serve a result page rather than # MULTIPLE CHOICES (Prefer) [in case of a tie] or NOT ACCEPTABLE (Fallback) # [in case no accepted languages matched the available variants] # ForceLanguagePriority Prefer Fallback # # Specify a default charset for all pages sent out. This is # always a good idea and opens the door for future internationalisation # of your web site, should you ever want it. Specifying it as # a default does little harm; as the standard dictates that a page # is in iso-8859-1 (latin1) unless specified otherwise i.e. you # are merely stating the obvious. There are also some security # reasons in browsers, related to javascript and URL parsing # which encourage you to always set a default char set. # AddDefaultCharset UTF-8 # # Commonly used filename extensions to character sets. You probably # want to avoid clashes with the language extensions, unless you # are good at carefully testing your setup after each change. # See http://www.iana.org/assignments/character-sets for the # official list of charset names and their respective RFCs. # AddCharset ISO-8859-1 .iso8859-1 .latin1 AddCharset ISO-8859-2 .iso8859-2 .latin2 .cen AddCharset ISO-8859-3 .iso8859-3 .latin3 AddCharset ISO-8859-4 .iso8859-4 .latin4 AddCharset ISO-8859-5 .iso8859-5 .latin5 .cyr .iso-ru AddCharset ISO-8859-6 .iso8859-6 .latin6 .arb AddCharset ISO-8859-7 .iso8859-7 .latin7 .grk AddCharset ISO-8859-8 .iso8859-8 .latin8 .heb AddCharset ISO-8859-9 .iso8859-9 .latin9 .trk AddCharset ISO-2022-JP .iso2022-jp .jis AddCharset ISO-2022-KR .iso2022-kr .kis AddCharset ISO-2022-CN .iso2022-cn .cis AddCharset Big5 .Big5 .big5 # For russian, more than one charset is used (depends on client, mostly): AddCharset WINDOWS-1251 .cp-1251 .win-1251 AddCharset CP866 .cp866 AddCharset KOI8-r .koi8-r .koi8-ru AddCharset KOI8-ru .koi8-uk .ua AddCharset ISO-10646-UCS-2 .ucs2 AddCharset ISO-10646-UCS-4 .ucs4 AddCharset UTF-8 .utf8 # The set below does not map to a specific (iso) standard # but works on a fairly wide range of browsers. Note that # capitalization actually matters (it should not, but it # does for some browsers). # # See http://www.iana.org/assignments/character-sets # for a list of sorts. But browsers support few. # AddCharset GB2312 .gb2312 .gb AddCharset utf-7 .utf7 AddCharset utf-8 .utf8 AddCharset big5 .big5 .b5 AddCharset EUC-TW .euc-tw AddCharset EUC-JP .euc-jp AddCharset EUC-KR .euc-kr AddCharset shift_jis .sjis # # AddType allows you to add to or override the MIME configuration # file mime.types for specific file types. # #AddType application/x-tar .tgz # # AddEncoding allows you to have certain browsers uncompress # information on the fly. Note: Not all browsers support this. # Despite the name similarity, the following Add* directives have nothing # to do with the FancyIndexing customization directives above. # #AddEncoding x-compress .Z #AddEncoding x-gzip .gz .tgz # If the AddEncoding directives above are commented-out, then you # probably should define those extensions to indicate media types: # AddType application/x-compress .Z AddType application/x-gzip .gz .tgz # # AddHandler allows you to map certain file extensions to "handlers": # actions unrelated to filetype. These can be either built into the server # or added with the Action directive (see below) # # To use CGI scripts outside of ScriptAliased directories: # (You will also need to add "ExecCGI" to the "Options" directive.) # #AddHandler cgi-script .cgi # # For files that include their own HTTP headers: # #AddHandler send-as-is asis # # For server-parsed imagemap files: # AddHandler imap-file map # # For type maps (negotiated resources): # (This is enabled by default to allow the Apache "It Worked" page # to be distributed in multiple languages.) # AddHandler type-map var # # Filters allow you to process content before it is sent to the client. # # To parse .shtml files for server-side includes (SSI): # (You will also need to add "Includes" to the "Options" directive.) # AddType text/html .shtml AddOutputFilter INCLUDES .shtml # # Action lets you define media types that will execute a script whenever # a matching file is called. This eliminates the need for repeated URL # pathnames for oft-used CGI file processors. # Format: Action media/type /cgi-script/location # Format: Action handler-name /cgi-script/location # # # Customizable error responses come in three flavors: # 1) plain text 2) local redirects 3) external redirects # # Some examples: #ErrorDocument 500 "The server made a boo boo." #ErrorDocument 404 /missing.html #ErrorDocument 404 "/cgi-bin/missing_handler.pl" #ErrorDocument 402 http://www.example.com/subscription_info.html # # # Putting this all together, we can internationalize error responses. # # We use Alias to redirect any /error/HTTP_<error>.html.var response to # our collection of by-error message multi-language collections. We use # includes to substitute the appropriate text. # # You can modify the messages' appearance without changing any of the # default HTTP_<error>.html.var files by adding the line: # # Alias /error/include/ "/your/include/path/" # # which allows you to create your own set of files by starting with the # /var/www/error/include/ files and # copying them to /your/include/path/, even on a per-VirtualHost basis. # Alias /error/ "/var/www/error/" <IfModule mod_negotiation.c> <IfModule mod_include.c> <Directory "/var/www/error"> AllowOverride None Options IncludesNoExec AddOutputFilter Includes html AddHandler type-map var Order allow,deny Allow from all LanguagePriority en es de fr ForceLanguagePriority Prefer Fallback </Directory> # ErrorDocument 400 /error/HTTP_BAD_REQUEST.html.var # ErrorDocument 401 /error/HTTP_UNAUTHORIZED.html.var # ErrorDocument 403 /error/HTTP_FORBIDDEN.html.var # ErrorDocument 404 /error/HTTP_NOT_FOUND.html.var # ErrorDocument 405 /error/HTTP_METHOD_NOT_ALLOWED.html.var # ErrorDocument 408 /error/HTTP_REQUEST_TIME_OUT.html.var # ErrorDocument 410 /error/HTTP_GONE.html.var # ErrorDocument 411 /error/HTTP_LENGTH_REQUIRED.html.var # ErrorDocument 412 /error/HTTP_PRECONDITION_FAILED.html.var # ErrorDocument 413 /error/HTTP_REQUEST_ENTITY_TOO_LARGE.html.var # ErrorDocument 414 /error/HTTP_REQUEST_URI_TOO_LARGE.html.var # ErrorDocument 415 /error/HTTP_UNSUPPORTED_MEDIA_TYPE.html.var # ErrorDocument 500 /error/HTTP_INTERNAL_SERVER_ERROR.html.var # ErrorDocument 501 /error/HTTP_NOT_IMPLEMENTED.html.var # ErrorDocument 502 /error/HTTP_BAD_GATEWAY.html.var # ErrorDocument 503 /error/HTTP_SERVICE_UNAVAILABLE.html.var # ErrorDocument 506 /error/HTTP_VARIANT_ALSO_VARIES.html.var </IfModule> </IfModule> # # The following directives modify normal HTTP response behavior to # handle known problems with browser implementations. # BrowserMatch "Mozilla/2" nokeepalive BrowserMatch "MSIE 4\.0b2;" nokeepalive downgrade-1.0 force-response-1.0 BrowserMatch "RealPlayer 4\.0" force-response-1.0 BrowserMatch "Java/1\.0" force-response-1.0 BrowserMatch "JDK/1\.0" force-response-1.0 # # The following directive disables redirects on non-GET requests for # a directory that does not include the trailing slash. This fixes a # problem with Microsoft WebFolders which does not appropriately handle # redirects for folders with DAV methods. # Same deal with Apple's DAV filesystem and Gnome VFS support for DAV. # BrowserMatch "Microsoft Data Access Internet Publishing Provider" redirect-carefully BrowserMatch "^WebDrive" redirect-carefully BrowserMatch "^WebDAVFS/1.[012]" redirect-carefully BrowserMatch "^gnome-vfs" redirect-carefully # # Allow server status reports generated by mod_status, # with the URL of http://servername/server-status # Change the ".example.com" to match your domain to enable. # #<Location /server-status> # SetHandler server-status # Order deny,allow # Deny from all # Allow from .example.com #</Location> # # Allow remote server configuration reports, with the URL of # http://servername/server-info (requires that mod_info.c be loaded). # Change the ".example.com" to match your domain to enable. # #<Location /server-info> # SetHandler server-info # Order deny,allow # Deny from all # Allow from .example.com #</Location> # # Proxy Server directives. Uncomment the following lines to # enable the proxy server: # #<IfModule mod_proxy.c> #ProxyRequests On # #<Proxy *> # Order deny,allow # Deny from all # Allow from .example.com #</Proxy> # # Enable/disable the handling of HTTP/1.1 "Via:" headers. # ("Full" adds the server version; "Block" removes all outgoing Via: headers) # Set to one of: Off | On | Full | Block # #ProxyVia On # # To enable a cache of proxied content, uncomment the following lines. # See http://httpd.apache.org/docs-2.0/mod/mod_cache.html for more details. # #<IfModule mod_disk_cache.c> # CacheEnable disk / # CacheRoot "/var/cache/mod_proxy" #</IfModule> # #</IfModule> # End of proxy directives. ### Section 3: Virtual Hosts # # VirtualHost: If you want to maintain multiple domains/hostnames on your # machine you can setup VirtualHost containers for them. Most configurations # use only name-based virtual hosts so the server doesn't need to worry about # IP addresses. This is indicated by the asterisks in the directives below. # # Please see the documentation at # <URL:http://httpd.apache.org/docs-2.0/vhosts/> # for further details before you try to setup virtual hosts. # # You may use the command line option '-S' to verify your virtual host # configuration. # # Use name-based virtual hosting. # #NameVirtualHost *:80 # # NOTE: NameVirtualHost cannot be used without a port specifier # (e.g. :80) if mod_ssl is being used, due to the nature of the # SSL protocol. # # # VirtualHost example: # Almost any Apache directive may go into a VirtualHost container. # The first VirtualHost section is used for requests without a known # server name. # #<VirtualHost *:80> # ServerAdmin webmaster(a)dummy-host.example.com # DocumentRoot /www/docs/dummy-host.example.com # ServerName dummy-host.example.com # ErrorLog logs/dummy-host.example.com-error_log # CustomLog logs/dummy-host.example.com-access_log common #</VirtualHost>

2 1

Simple perl+otrs question :)
by James Sleeman 24 Jul '05

24 Jul '05

Hi all, here's what I want to do, I think it should be a couple of lines of trivial code but I don't know how I should do it in OTRS' PERL. 1. When a user hits customer.pl?company=Foo%20Bar I want to store Foo% 20Bar in thier session 2. Then I want to set $Self->{CustomerPanelOwnSelection} = { '[Company_stored_in_session]::Support' -> 'Support', '[Company_stored_in_session]::Billing' -> 'Billing', '[Company_stored_in_session]::Enquiries' -> 'Enquiries', '[Company_stored_in_session]::Sales' -> 'Sales', } (I think I can put that in Config.pm, or does it have to go in Config/Files/Ticket.pm?) so simple, but I havn't a clue how to do it in perl :) Thanks in advance you helpful perl gods. -- James Sleeman <james(a)gogo.co.nz>

1 0

RE: [otrs] Accessing Attachments saved to FS outside of OTRS
by Keith Mitchell 22 Jul '05

22 Jul '05

Thanks Victor. Of course I'm using Winblows. I'm curious whether this method would work on binaries. I tried something on Windows with GNU SED for Windows, but no joy (at least on the binaries). I suspect the problem may lie in the whole LF => CR/LF problem along with the prepended line. Ended up writing the attachments to the DB and writing ASP code to write out the BLOBs to Files... -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Victor Rodriguez Cortes Sent: Friday, July 22, 2005 6:02 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Accessing Attachments saved to FS outside of OTRS Hi!! On 21 Jul 2005 at 10:45, Keith Mitchell wrote: > *bump* never got an answer on this one... I remember thinking about replying, but I didn't! Lets go... > -----Original Message----- > Is there an easy way to access attachments saved to the FS from > outside of OTRS? BTW, if you're using filesystem as article storage, they can be located at: $OTRSHOME/var/article/[year]/[month]/[day]/[dont know]/file > I notice that OTRS prepends the first line of the attachment with the > MIME type and filename. Is there an easy way to change this behavior > so I can manipulate the files via the filesystem without having to > tail them? If you're using Linux/unix, a good solution could be to create an alias: alias otrscat='sed 1d $1' Then, using otrscat against any OTRS article file will remove the first line and display the file in your terminal. With: otrscat otrsfile.ext > otrsfile.stripped.ext Or simply use "sed 1d otrsfile.ext > otrsfile.stripped.ext" ;-) You can redirect the output and have a new file on your disk identical to the one attached to the original mail. It's also possible to make a script to copy the article tree to a different directory (OTRS needs the files as it stores them), and then removes the first line of the all the files in the directory tree... Do it every night and you'll have all your attachments available ;) Regards, --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. --- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f?r Ihr OTRS System? => http://www.otrs.de/

1 0

How can I add some new internal Note Types
by Matthias Wegner 22 Jul '05

22 Jul '05

Hi OTRS Mailers, I would like to add some new Internal Note Type "Wartung". I added the new type to the "Article_type" table. But, as i understand it, i have to modify the "Default.pm" script. This is what i did: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 2, 'note-report' => 3, 'Wartung' => 4, }; But even after this modification the drop Down Box of the "note" Form only lists "note-internal". What else is necessary ? Thank you. Matthias Wegner

4 3

upgrading
by Luis Fernando 22 Jul '05

22 Jul '05

hello I'm running OTRS 1.1.3 on a shared hosting So I don't have access for stopping/starting MySQL, to directories like var/, etc... When I first installed OTRS it wasn't an easy task... I had to change some paths on sources to make it works ok Now I ended up with OTRS installed on /home/username/otrs/ I have directories like /home/username/otrs/var/, /home/username/otrs/Kernel/, and so on the "problem": I want to upgrade to the newer version How do you suggest me to do this? Thanks, Luis Fernando

1 0

RE: [otrs] MySQL upgrade question
by Peter van Beugen 22 Jul '05

22 Jul '05

I'm running OTRS 1.3.2 with MySQL 4.1. No problems Regards, Peter -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Chris Peterson Sent: vrijdag 22 juli 2005 17:12 To: otrs(a)otrs.org Subject: [otrs] MySQL upgrade question Hello, I am running OTRS 1.2.3. The version of MySQL included in the install package was 4.0. I am planning on putting another application on this server that requires MySQL 4.1, however. Does anyone know if this will cause any problems with my current installation of OTRS? Thanks, Christopher J. Peterson Compulit, A Pitney Bowes Company (616)285-9590 cpeterso(a)compulit.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

1 0

MySQL upgrade question
by Chris Peterson 22 Jul '05

22 Jul '05

Hello, I am running OTRS 1.2.3. The version of MySQL included in the install package was 4.0. I am planning on putting another application on this server that requires MySQL 4.1, however. Does anyone know if this will cause any problems with my current installation of OTRS? Thanks, Christopher J. Peterson Compulit, A Pitney Bowes Company (616)285-9590 cpeterso(a)compulit.com

2 1

OTRS Variables.
by Mark J. Nernberg 22 Jul '05

22 Jul '05

Is there a list, somewhere of all of the variables which can be used in responses (such as <OTRS_CUSTOMER_REALNAME> I thought I had seen one somewhere, but for the life of me I can't find it! -- Mark J. Nernberg Director of Technology Downtown Help Desk (412)478-6262 (cell) (412)232-0710 (fax) http://www.downtownhelpdesk.com

4 9

Question about notifications
by Léonard Wauters 22 Jul '05

22 Jul '05

Hello, We are currently massively using notification messages from OTRS (the ones that are set in Admin area / notifications). I found that the automatic sending different messages are controlled in these menus (tell me if I'm wrong) : Client:OwnerUpdate : In the Queue menu, setting "Customer OwnerNotify: " Client:QueueUpdate : In the Queue menu, setting "Customer Move Notify: " Client:StateUpdate : In the Queue menu, setting "Customer State Notify: " Agent:AddNote : (?) Agent:Escalation : (?) Agent:FollowUp : In the user preferences, Follow up notification item Agent:LockTimeOut : In the user preferences, Ticket lock timeout notification item Agent:Move : In the user preferences, Move notification item Agent:NewTicket : In the user preferences, New ticket notification item Agent:OwnerUpdate : In the Queue menu, setting "Customer OwnerNotify: " Agent:PendingReminder : (?) So, it seems that the same parameter (Queue menu, setting "Customer OwnerNotify") is used for notifying both clients and agents. But, in my case, I do not want clients to be notified of a OwnerUpdate. How can I do it ? is there a config parameter holding that or any other solution ? Thanks a lot for your help. Greetings Léonard Wauters.

1 0

RE: [otrs] Accessing Attachments saved to FS outside of OTRS
by Keith Mitchell 22 Jul '05

22 Jul '05

*bump* never got an answer on this one... -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Keith Mitchell Sent: Wednesday, July 06, 2005 11:28 AM To: otrs(a)otrs.org Subject: [otrs] Accessing Attachments saved to FS outside of OTRS Is there an easy way to access attachments saved to the FS from outside of OTRS? I notice that OTRS prepends the first line of the attachment with the MIME type and filename. Is there an easy way to change this behavior so I can manipulate the files via the filesystem without having to tail them? _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ 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

Question : Emailing
by Danie Theron 22 Jul '05

22 Jul '05

Just a quick newbie question. I see it is possible to incorporate OTRS into existing IMAP mail servers etc. Does this imply that an agent/customer can merely reply to an emailed ticket and it will be updated on the OTRS system? I might be getting ahead of myself :) , or can it become a future request...:P -- Regards , @-----------------------------@ | Danie Theron | | Network 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. ------------------------------------------------------------------------------------------------------------------------------------------ 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

Questions about OTRS
by Léonard Wauters 22 Jul '05

22 Jul '05

Hello, I am currently installing OTRS ver 1.3.2 at my office for internal use. We found this software great, and had very few problem during installation. We are currently tuning it for our internal use and creating our own template. However, I did not find informations on the documentation or config file about the following problem : When a ticket enters into OTRS, depending on the queue it enters in, it gets a "Escalation time". Passed this escalation time, when an agents clicks on "queue view", he only sees the escalated ticket, and there is no possibility for him to see the other tickets in the other queues. The problem is that everyone sees the escalated tickets, and not only the ticket owner. Is there a way to bind escalation tickets only for the ticket owner and not for all agents ? I couldn't find how to set it, and I'm wondering if it is possible. Thanks for your help, Greetings Léonard Wauters.

1 0

Win32 install
by Danie Theron 21 Jul '05

21 Jul '05

Hi , new to the list so bare with me. Installed the beta4 ver of otrs2.0 on WinXP machine , but when I try and access the login page through my fqdn I get "Forbidden You don't have permission to access /otrs/index.pl on this server." , yet when I access it with localhost/otrs/index.pl all works fine. I'm posting my httpd.conf file as well. I think it might be a permissions issue. Do I need to add a "otrs" user to my Users ? TIA -- Regards , @-----------------------------@ | Danie Theron | | Network 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. ------------------------------------------------------------------------------------------------------------------------------------------ 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. ------------------------------------------------------------------------------------------------------------------------------------------ # # Based upon the NCSA server configuration files originally by Rob McCool. # # This is the main Apache server configuration file. It contains the # configuration directives that give the server its instructions. # See <URL:http://httpd.apache.org/docs-2.0/> for detailed information about # the directives. # # Do NOT simply read the instructions in here without understanding # what they do. They're here only as hints or reminders. If you are unsure # consult the online docs. You have been warned. # # The configuration directives are grouped into three basic sections: # 1. Directives that control the operation of the Apache server process as a # whole (the 'global environment'). # 2. Directives that define the parameters of the 'main' or 'default' server, # which responds to requests that aren't handled by a virtual host. # These directives also provide default values for the settings # of all virtual hosts. # 3. Settings for virtual hosts, which allow Web requests to be sent to # different IP addresses or hostnames and have them handled by the # same Apache server process. # # Configuration and logfile names: If the filenames you specify for many # of the server's control files begin with "/" (or "drive:/" for Win32), the # server will use that explicit path. If the filenames do *not* begin # with "/", the value of ServerRoot is prepended -- so "logs/foo.log" # with ServerRoot set to "C:/OTRS/Apache2" will be interpreted by the # server as "C:/OTRS/Apache2/logs/foo.log". # # NOTE: Where filenames are specified, you must use forward slashes # instead of backslashes (e.g., "c:/apache" instead of "c:\apache"). # If a drive letter is omitted, the drive on which Apache.exe is located # will be used by default. It is recommended that you always supply # an explicit drive letter in absolute paths, however, to avoid # confusion. # ### Section 1: Global Environment # # The directives in this section affect the overall operation of Apache, # such as the number of concurrent requests it can handle or where it # can find its configuration files. # # # ServerRoot: The top of the directory tree under which the server's # configuration, error, and log files are kept. # # NOTE! If you intend to place this on an NFS (or otherwise network) # mounted filesystem then please read the LockFile documentation (available # at <URL:http://httpd.apache.org/docs-2.0/mod/mpm_common.html#lockfile>); # you will save yourself a lot of trouble. # # Do NOT add a slash at the end of the directory path. # ServerRoot "C:/OTRS/Apache2" # # ScoreBoardFile: File used to store internal server process information. # If unspecified (the default), the scoreboard will be stored in an # anonymous shared memory segment, and will be unavailable to third-party # applications. # If specified, ensure that no two invocations of Apache share the same # scoreboard file. The scoreboard file MUST BE STORED ON A LOCAL DISK. # #ScoreBoardFile logs/apache_runtime_status # # PidFile: The file in which the server should record its process # identification number when it starts. # PidFile logs/httpd.pid # # Timeout: The number of seconds before receives and sends time out. # Timeout 300 # # KeepAlive: Whether or not to allow persistent connections (more than # one request per connection). Set to "Off" to deactivate. # KeepAlive On # # MaxKeepAliveRequests: The maximum number of requests to allow # during a persistent connection. Set to 0 to allow an unlimited amount. # We recommend you leave this number high, for maximum performance. # MaxKeepAliveRequests 100 # # KeepAliveTimeout: Number of seconds to wait for the next request from the # same client on the same connection. # KeepAliveTimeout 15 ## ## Server-Pool Size Regulation (MPM specific) ## # WinNT MPM # ThreadsPerChild: constant number of worker threads in the server process # MaxRequestsPerChild: maximum number of requests a server process serves <IfModule mpm_winnt.c> ThreadsPerChild 250 MaxRequestsPerChild 0 </IfModule> # # Listen: Allows you to bind Apache to specific IP addresses and/or # ports, instead of the default. See also the <VirtualHost> # directive. # # Change this to Listen on specific IP addresses as shown below to # prevent Apache from glomming onto all bound IP addresses (0.0.0.0) # #Listen 12.34.56.78:80 Listen 80 # # Dynamic Shared Object (DSO) Support # # To be able to use the functionality of a module which was built as a DSO you # have to place corresponding `LoadModule' lines at this location so the # directives contained in it are actually available _before_ they are used. # Statically compiled modules (those listed by `httpd -l') do not need # to be loaded here. # # Example: # LoadModule foo_module modules/mod_foo.so # LoadModule access_module modules/mod_access.so LoadModule actions_module modules/mod_actions.so LoadModule alias_module modules/mod_alias.so LoadModule asis_module modules/mod_asis.so LoadModule auth_module modules/mod_auth.so #LoadModule auth_anon_module modules/mod_auth_anon.so #LoadModule auth_dbm_module modules/mod_auth_dbm.so #LoadModule auth_digest_module modules/mod_auth_digest.so LoadModule autoindex_module modules/mod_autoindex.so #LoadModule cern_meta_module modules/mod_cern_meta.so LoadModule cgi_module modules/mod_cgi.so #LoadModule dav_module modules/mod_dav.so #LoadModule dav_fs_module modules/mod_dav_fs.so LoadModule dir_module modules/mod_dir.so LoadModule env_module modules/mod_env.so #LoadModule expires_module modules/mod_expires.so #LoadModule file_cache_module modules/mod_file_cache.so #LoadModule headers_module modules/mod_headers.so LoadModule imap_module modules/mod_imap.so LoadModule include_module modules/mod_include.so #LoadModule info_module modules/mod_info.so LoadModule isapi_module modules/mod_isapi.so LoadModule log_config_module modules/mod_log_config.so LoadModule mime_module modules/mod_mime.so #LoadModule mime_magic_module modules/mod_mime_magic.so #LoadModule proxy_module modules/mod_proxy.so #LoadModule proxy_connect_module modules/mod_proxy_connect.so #LoadModule proxy_http_module modules/mod_proxy_http.so #LoadModule proxy_ftp_module modules/mod_proxy_ftp.so LoadModule negotiation_module modules/mod_negotiation.so #LoadModule rewrite_module modules/mod_rewrite.so LoadModule setenvif_module modules/mod_setenvif.so #LoadModule speling_module modules/mod_speling.so #LoadModule status_module modules/mod_status.so #LoadModule unique_id_module modules/mod_unique_id.so LoadModule userdir_module modules/mod_userdir.so #LoadModule usertrack_module modules/mod_usertrack.so #LoadModule vhost_alias_module modules/mod_vhost_alias.so #LoadModule ssl_module modules/mod_ssl.so # # ExtendedStatus controls whether Apache will generate "full" status # information (ExtendedStatus On) or just basic information (ExtendedStatus # Off) when the "server-status" handler is called. The default is Off. # #ExtendedStatus On ### Section 2: 'Main' server configuration # # The directives in this section set up the values used by the 'main' # server, which responds to any requests that aren't handled by a # <VirtualHost> definition. These values also provide defaults for # any <VirtualHost> containers you may define later in the file. # # All of these directives may appear inside <VirtualHost> containers, # in which case these default settings will be overridden for the # virtual host being defined. # # # ServerAdmin: Your address, where problems with the server should be # e-mailed. This address appears on some server-generated pages, such # as error documents. e.g. admin(a)your-domain.com # ServerAdmin admin(a)your-domain.com # # ServerName gives the name and port that the server uses to identify itself. # This can often be determined automatically, but we recommend you specify # it explicitly to prevent problems during startup. # # If this is not set to valid DNS name for your host, server-generated # redirections will not work. See also the UseCanonicalName directive. # # If your host doesn't have a registered DNS name, enter its IP address here. # You will have to access it by its address anyway, and this will make # redirections work in a sensible way. # ServerName www.somenet.com:80 # # UseCanonicalName: Determines how Apache constructs self-referencing # URLs and the SERVER_NAME and SERVER_PORT variables. # When set "Off", Apache will use the Hostname and Port supplied # by the client. When set "On", Apache will use the value of the # ServerName directive. # UseCanonicalName Off # # DocumentRoot: The directory out of which you will serve your # documents. By default, all requests are taken from this directory, but # symbolic links and aliases may be used to point to other locations. # DocumentRoot "C:/OTRS/Apache2/htdocs" # # Each directory to which Apache has access can be configured with respect # to which services and features are allowed and/or disabled in that # directory (and its subdirectories). # # First, we configure the "default" to be a very restrictive set of # features. # <Directory /> Options FollowSymLinks AllowOverride None </Directory> # # Note that from this point forward you must specifically allow # particular features to be enabled - so if something's not working as # you might expect, make sure that you have specifically enabled it # below. # # # This should be changed to whatever you set DocumentRoot to. # <Directory "C:/OTRS/Apache2/htdocs"> # # Possible values for the Options directive are "None", "All", # or any combination of: # Indexes Includes FollowSymLinks SymLinksifOwnerMatch ExecCGI MultiViews # # Note that "MultiViews" must be named *explicitly* --- "Options All" # doesn't give it to you. # # The Options directive is both complicated and important. Please see # http://httpd.apache.org/docs-2.0/mod/core.html#options # for more information. # Options Indexes FollowSymLinks # # AllowOverride controls what directives may be placed in .htaccess files. # It can be "All", "None", or any combination of the keywords: # Options FileInfo AuthConfig Limit # AllowOverride None # # Controls who can get stuff from this server. # Order allow,deny Allow from all </Directory> # # UserDir: The name of the directory that is appended onto a user's home # directory if a ~user request is received. Be especially careful to use # proper, forward slashes here. On Windows NT, "Personal/My Website" # is a more appropriate choice. # UserDir "My Documents/My Website" # # Control access to UserDir directories. The following is an example # for a site where these directories are restricted to read-only. # # You must correct the path for the root to match your system's configured # user directory location, e.g. "C:/WinNT/profiles/*/My Documents/My Website" # or whichever, as appropriate. # #<Directory "C:/Documents and Settings/*/My Documents/My Website"> # AllowOverride FileInfo AuthConfig Limit # Options MultiViews Indexes SymLinksIfOwnerMatch IncludesNoExec # <Limit GET POST OPTIONS PROPFIND> # Order allow,deny # Allow from all # </Limit> # <LimitExcept GET POST OPTIONS PROPFIND> # Order deny,allow # Deny from all # </LimitExcept> #</Directory> # # DirectoryIndex: sets the file that Apache will serve if a directory # is requested. # # The index.html.var file (a type-map) is used to deliver content- # negotiated documents. The MultiViews Option can be used for the # same purpose, but it is much slower. # DirectoryIndex index.html index.html.var # # AccessFileName: The name of the file to look for in each directory # for additional configuration directives. See also the AllowOverride # directive. # AccessFileName .htaccess # # The following lines prevent .htaccess and .htpasswd files from being # viewed by Web clients. # <Files ~ "^\.ht"> Order allow,deny Deny from all </Files> # # TypesConfig describes where the mime.types file (or equivalent) is # to be found. # TypesConfig conf/mime.types # # DefaultType is the default MIME type the server will use for a document # if it cannot otherwise determine one, such as from filename extensions. # If your server contains mostly text or HTML documents, "text/plain" is # a good value. If most of your content is binary, such as applications # or images, you may want to use "application/octet-stream" instead to # keep browsers from trying to display binary files as though they are # text. # DefaultType text/plain # # The mod_mime_magic module allows the server to use various hints from the # contents of the file itself to determine its type. The MIMEMagicFile # directive tells the module where the hint definitions are located. # <IfModule mod_mime_magic.c> MIMEMagicFile conf/magic </IfModule> # # HostnameLookups: Log the names of clients or just their IP addresses # e.g., www.apache.org (on) or 204.62.129.132 (off). # The default is off because it'd be overall better for the net if people # had to knowingly turn this feature on, since enabling it means that # each client request will result in AT LEAST one lookup request to the # nameserver. # HostnameLookups Off # # EnableMMAP: Control whether memory-mapping is used to deliver # files (assuming that the underlying OS supports it). # The default is on; turn this off if you serve from NFS-mounted # filesystems. On some systems, turning it off (regardless of # filesystem) can improve performance; for details, please see # http://httpd.apache.org/docs-2.0/mod/core.html#enablemmap # #EnableMMAP off # # EnableSendfile: Control whether the sendfile kernel support is # used to deliver files (assuming that the OS supports it). # The default is on; turn this off if you serve from NFS-mounted # filesystems. Please see # http://httpd.apache.org/docs-2.0/mod/core.html#enablesendfile # #EnableSendfile off # # ErrorLog: The location of the error log file. # If you do not specify an ErrorLog directive within a <VirtualHost> # container, error messages relating to that virtual host will be # logged here. If you *do* define an error logfile for a <VirtualHost> # container, that host's errors will be logged there and not here. # ErrorLog logs/error.log # # LogLevel: Control the number of messages logged to the error.log. # Possible values include: debug, info, notice, warn, error, crit, # alert, emerg. # LogLevel warn # # The following directives define some format nicknames for use with # a CustomLog directive (see below). # LogFormat "%h %l %u %t \"%r\" %>s %b \"%{Referer}i\" \"%{User-Agent}i\"" combined LogFormat "%h %l %u %t \"%r\" %>s %b" common LogFormat "%{Referer}i -> %U" referer LogFormat "%{User-agent}i" agent # You need to enable mod_logio.c to use %I and %O #LogFormat "%h %l %u %t \"%r\" %>s %b \"%{Referer}i\" \"%{User-Agent}i\" %I %O" combinedio # # The location and format of the access logfile (Common Logfile Format). # If you do not define any access logfiles within a <VirtualHost> # container, they will be logged here. Contrariwise, if you *do* # define per-<VirtualHost> access logfiles, transactions will be # logged therein and *not* in this file. # CustomLog logs/access.log common # # If you would like to have agent and referer logfiles, uncomment the # following directives. # #CustomLog logs/referer.log referer #CustomLog logs/agent.log agent # # If you prefer a single logfile with access, agent, and referer information # (Combined Logfile Format) you can use the following directive. # #CustomLog logs/access.log combined # # ServerTokens # This directive configures what you return as the Server HTTP response # Header. The default is 'Full' which sends information about the OS-Type # and compiled in modules. # Set to one of: Full | OS | Minor | Minimal | Major | Prod # where Full conveys the most information, and Prod the least. # ServerTokens Full # # Optionally add a line containing the server version and virtual host # name to server-generated pages (internal error documents, FTP directory # listings, mod_status and mod_info output etc., but not CGI generated # documents or custom error documents). # Set to "EMail" to also include a mailto: link to the ServerAdmin. # Set to one of: On | Off | EMail # ServerSignature On # # Aliases: Add here as many aliases as you need (with no limit). The format is # Alias fakename realname # # Note that if you include a trailing / on fakename then the server will # require it to be present in the URL. So "/icons" isn't aliased in this # example, only "/icons/". If the fakename is slash-terminated, then the # realname must also be slash terminated, and if the fakename omits the # trailing slash, the realname must also omit it. # # We include the /icons/ alias for FancyIndexed directory listings. If you # do not use FancyIndexing, you may comment this out. # Alias /icons/ "C:/OTRS/Apache2/icons/" <Directory "C:/OTRS/Apache2/icons"> Options Indexes MultiViews AllowOverride None Order allow,deny Allow from all </Directory> # # This should be changed to the ServerRoot/manual/. The alias provides # the manual, even if you choose to move your DocumentRoot. You may comment # this out if you do not care for the documentation. # AliasMatch ^/manual(?:/(?:de|en|es|fr|ja|ko|ru))?(/.*)?$ "C:/OTRS/Apache2/manual$1" <Directory "C:/OTRS/Apache2/manual"> Options Indexes AllowOverride None Order allow,deny Allow from all <Files *.html> SetHandler type-map </Files> SetEnvIf Request_URI ^/manual/(de|en|es|fr|ja|ko|ru)/ prefer-language=$1 RedirectMatch 301 ^/manual(?:/(de|en|es|fr|ja|ko|ru)){2,}(/.*)?$ /manual/$1$2 </Directory> # # ScriptAlias: This controls which directories contain server scripts. # ScriptAliases are essentially the same as Aliases, except that # documents in the realname directory are treated as applications and # run by the server when requested rather than as documents sent to the client. # The same rules about trailing "/" apply to ScriptAlias directives as to # Alias. # ScriptAlias /cgi-bin/ "C:/OTRS/Apache2/cgi-bin/" # # "C:/OTRS/Apache2/cgi-bin" should be changed to whatever your ScriptAliased # CGI directory exists, if you have that configured. # <Directory "C:/OTRS/Apache2/cgi-bin"> AllowOverride None Options None Order allow,deny Allow from all </Directory> # # Redirect allows you to tell clients about documents which used to exist in # your server's namespace, but do not anymore. This allows you to tell the # clients where to look for the relocated document. # Example: # Redirect permanent /foo http://www.example.com/bar # # Directives controlling the display of server-generated directory listings. # # # IndexOptions: Controls the appearance of server-generated directory # listings. # IndexOptions FancyIndexing VersionSort # # AddIcon* directives tell the server which icon to show for different # files or filename extensions. These are only displayed for # FancyIndexed directories. # AddIconByEncoding (CMP,/icons/compressed.gif) x-compress x-gzip AddIconByType (TXT,/icons/text.gif) text/* AddIconByType (IMG,/icons/image2.gif) image/* AddIconByType (SND,/icons/sound2.gif) audio/* AddIconByType (VID,/icons/movie.gif) video/* AddIcon /icons/binary.gif .bin .exe AddIcon /icons/binhex.gif .hqx AddIcon /icons/tar.gif .tar AddIcon /icons/world2.gif .wrl .wrl.gz .vrml .vrm .iv AddIcon /icons/compressed.gif .Z .z .tgz .gz .zip AddIcon /icons/a.gif .ps .ai .eps AddIcon /icons/layout.gif .html .shtml .htm .pdf AddIcon /icons/text.gif .txt AddIcon /icons/c.gif .c AddIcon /icons/p.gif .pl .py AddIcon /icons/f.gif .for AddIcon /icons/dvi.gif .dvi AddIcon /icons/uuencoded.gif .uu AddIcon /icons/script.gif .conf .sh .shar .csh .ksh .tcl AddIcon /icons/tex.gif .tex AddIcon /icons/bomb.gif core AddIcon /icons/back.gif .. AddIcon /icons/hand.right.gif README AddIcon /icons/folder.gif ^^DIRECTORY^^ AddIcon /icons/blank.gif ^^BLANKICON^^ # # DefaultIcon is which icon to show for files which do not have an icon # explicitly set. # DefaultIcon /icons/unknown.gif # # AddDescription allows you to place a short description after a file in # server-generated indexes. These are only displayed for FancyIndexed # directories. # Format: AddDescription "description" filename # #AddDescription "GZIP compressed document" .gz #AddDescription "tar archive" .tar #AddDescription "GZIP compressed tar archive" .tgz # # ReadmeName is the name of the README file the server will look for by # default, and append to directory listings. # # HeaderName is the name of a file which should be prepended to # directory indexes. ReadmeName README.html HeaderName HEADER.html # # IndexIgnore is a set of filenames which directory indexing should ignore # and not include in the listing. Shell-style wildcarding is permitted. # IndexIgnore .??* *~ *# HEADER* README* RCS CVS *,v *,t # # DefaultLanguage and AddLanguage allows you to specify the language of # a document. You can then use content negotiation to give a browser a # file in a language the user can understand. # # Specify a default language. This means that all data # going out without a specific language tag (see below) will # be marked with this one. You probably do NOT want to set # this unless you are sure it is correct for all cases. # # * It is generally better to not mark a page as # * being a certain language than marking it with the wrong # * language! # # DefaultLanguage nl # # Note 1: The suffix does not have to be the same as the language # keyword --- those with documents in Polish (whose net-standard # language code is pl) may wish to use "AddLanguage pl .po" to # avoid the ambiguity with the common suffix for perl scripts. # # Note 2: The example entries below illustrate that in some cases # the two character 'Language' abbreviation is not identical to # the two character 'Country' code for its country, # E.g. 'Danmark/dk' versus 'Danish/da'. # # Note 3: In the case of 'ltz' we violate the RFC by using a three char # specifier. There is 'work in progress' to fix this and get # the reference data for rfc1766 cleaned up. # # Catalan (ca) - Croatian (hr) - Czech (cs) - Danish (da) - Dutch (nl) # English (en) - Esperanto (eo) - Estonian (et) - French (fr) - German (de) # Greek-Modern (el) - Hebrew (he) - Italian (it) - Japanese (ja) # Korean (ko) - Luxembourgeois* (ltz) - Norwegian Nynorsk (nn) # Norwegian (no) - Polish (pl) - Portugese (pt) # Brazilian Portuguese (pt-BR) - Russian (ru) - Swedish (sv) # Simplified Chinese (zh-CN) - Spanish (es) - Traditional Chinese (zh-TW) # AddLanguage ca .ca AddLanguage cs .cz .cs AddLanguage da .dk AddLanguage de .de AddLanguage el .el AddLanguage en .en AddLanguage eo .eo AddLanguage es .es AddLanguage et .et AddLanguage fr .fr AddLanguage he .he AddLanguage hr .hr AddLanguage it .it AddLanguage ja .ja AddLanguage ko .ko AddLanguage ltz .ltz AddLanguage nl .nl AddLanguage nn .nn AddLanguage no .no AddLanguage pl .po AddLanguage pt .pt AddLanguage pt-BR .pt-br AddLanguage ru .ru AddLanguage sv .sv AddLanguage zh-CN .zh-cn AddLanguage zh-TW .zh-tw # # LanguagePriority allows you to give precedence to some languages # in case of a tie during content negotiation. # # Just list the languages in decreasing order of preference. We have # more or less alphabetized them here. You probably want to change this. # LanguagePriority en ca cs da de el eo es et fr he hr it ja ko ltz nl nn no pl pt pt-BR ru sv zh-CN zh-TW # # ForceLanguagePriority allows you to serve a result page rather than # MULTIPLE CHOICES (Prefer) [in case of a tie] or NOT ACCEPTABLE (Fallback) # [in case no accepted languages matched the available variants] # ForceLanguagePriority Prefer Fallback # # Commonly used filename extensions to character sets. You probably # want to avoid clashes with the language extensions, unless you # are good at carefully testing your setup after each change. # See http://www.iana.org/assignments/character-sets for the # official list of charset names and their respective RFCs. # AddCharset ISO-8859-1 .iso8859-1 .latin1 AddCharset ISO-8859-2 .iso8859-2 .latin2 .cen AddCharset ISO-8859-3 .iso8859-3 .latin3 AddCharset ISO-8859-4 .iso8859-4 .latin4 AddCharset ISO-8859-5 .iso8859-5 .latin5 .cyr .iso-ru AddCharset ISO-8859-6 .iso8859-6 .latin6 .arb AddCharset ISO-8859-7 .iso8859-7 .latin7 .grk AddCharset ISO-8859-8 .iso8859-8 .latin8 .heb AddCharset ISO-8859-9 .iso8859-9 .latin9 .trk AddCharset ISO-2022-JP .iso2022-jp .jis AddCharset ISO-2022-KR .iso2022-kr .kis AddCharset ISO-2022-CN .iso2022-cn .cis AddCharset Big5 .Big5 .big5 # For russian, more than one charset is used (depends on client, mostly): AddCharset WINDOWS-1251 .cp-1251 .win-1251 AddCharset CP866 .cp866 AddCharset KOI8-r .koi8-r .koi8-ru AddCharset KOI8-ru .koi8-uk .ua AddCharset ISO-10646-UCS-2 .ucs2 AddCharset ISO-10646-UCS-4 .ucs4 AddCharset UTF-8 .utf8 # The set below does not map to a specific (iso) standard # but works on a fairly wide range of browsers. Note that # capitalization actually matters (it should not, but it # does for some browsers). # # See http://www.iana.org/assignments/character-sets # for a list of sorts. But browsers support few. # AddCharset GB2312 .gb2312 .gb AddCharset utf-7 .utf7 AddCharset utf-8 .utf8 AddCharset big5 .big5 .b5 AddCharset EUC-TW .euc-tw AddCharset EUC-JP .euc-jp AddCharset EUC-KR .euc-kr AddCharset shift_jis .sjis # # AddType allows you to add to or override the MIME configuration # file mime.types for specific file types. # #AddType application/x-tar .tgz # # AddEncoding allows you to have certain browsers (Mosaic/X 2.1+) uncompress # information on the fly. Note: Not all browsers support this. # Despite the name similarity, the following Add* directives have nothing # to do with the FancyIndexing customization directives above. # #AddEncoding x-compress .Z #AddEncoding x-gzip .gz .tgz # # If the AddEncoding directives above are commented-out, then you # probably should define those extensions to indicate media types: # AddType application/x-compress .Z AddType application/x-gzip .gz .tgz # # AddHandler allows you to map certain file extensions to "handlers": # actions unrelated to filetype. These can be either built into the server # or added with the Action directive (see below) # # To use CGI scripts outside of ScriptAliased directories: # (You will also need to add "ExecCGI" to the "Options" directive.) # #AddHandler cgi-script .cgi # # For files that include their own HTTP headers: # #AddHandler send-as-is asis # # For server-parsed imagemap files: # #AddHandler imap-file map # # For type maps (negotiated resources): # (This is enabled by default to allow the Apache "It Worked" page # to be distributed in multiple languages.) # AddHandler type-map var # # Filters allow you to process content before it is sent to the client. # # To parse .shtml files for server-side includes (SSI): # (You will also need to add "Includes" to the "Options" directive.) # #AddType text/html .shtml #AddOutputFilter INCLUDES .shtml # # Action lets you define media types that will execute a script whenever # a matching file is called. This eliminates the need for repeated URL # pathnames for oft-used CGI file processors. # Format: Action media/type /cgi-script/location # Format: Action handler-name /cgi-script/location # # # Customizable error responses come in three flavors: # 1) plain text 2) local redirects 3) external redirects # # Some examples: #ErrorDocument 500 "The server made a boo boo." #ErrorDocument 404 /missing.html #ErrorDocument 404 "/cgi-bin/missing_handler.pl" #ErrorDocument 402 http://www.example.com/subscription_info.html # # # Putting this all together, we can internationalize error responses. # # We use Alias to redirect any /error/HTTP_<error>.html.var response to # our collection of by-error message multi-language collections. We use # includes to substitute the appropriate text. # # You can modify the messages' appearance without changing any of the # default HTTP_<error>.html.var files by adding the line: # # Alias /error/include/ "/your/include/path/" # # which allows you to create your own set of files by starting with the # @exp_errordir@/include/ files and copying them to /your/include/path/, # even on a per-VirtualHost basis. The default include files will display # your Apache version number and your ServerAdmin email address regardless # of the setting of ServerSignature. # # The internationalized error documents require mod_alias, mod_include # and mod_negotiation. To activate them, uncomment the following 30 lines. # Alias /error/ "@exp_errordir@/" # # <Directory "@exp_errordir@"> # AllowOverride None # Options IncludesNoExec # AddOutputFilter Includes html # AddHandler type-map var # Order allow,deny # Allow from all # LanguagePriority en cs de es fr it ja ko nl pl pt-br ro sv tr # ForceLanguagePriority Prefer Fallback # </Directory> # # ErrorDocument 400 /error/HTTP_BAD_REQUEST.html.var # ErrorDocument 401 /error/HTTP_UNAUTHORIZED.html.var # ErrorDocument 403 /error/HTTP_FORBIDDEN.html.var # ErrorDocument 404 /error/HTTP_NOT_FOUND.html.var # ErrorDocument 405 /error/HTTP_METHOD_NOT_ALLOWED.html.var # ErrorDocument 408 /error/HTTP_REQUEST_TIME_OUT.html.var # ErrorDocument 410 /error/HTTP_GONE.html.var # ErrorDocument 411 /error/HTTP_LENGTH_REQUIRED.html.var # ErrorDocument 412 /error/HTTP_PRECONDITION_FAILED.html.var # ErrorDocument 413 /error/HTTP_REQUEST_ENTITY_TOO_LARGE.html.var # ErrorDocument 414 /error/HTTP_REQUEST_URI_TOO_LARGE.html.var # ErrorDocument 415 /error/HTTP_UNSUPPORTED_MEDIA_TYPE.html.var # ErrorDocument 500 /error/HTTP_INTERNAL_SERVER_ERROR.html.var # ErrorDocument 501 /error/HTTP_NOT_IMPLEMENTED.html.var # ErrorDocument 502 /error/HTTP_BAD_GATEWAY.html.var # ErrorDocument 503 /error/HTTP_SERVICE_UNAVAILABLE.html.var # ErrorDocument 506 /error/HTTP_VARIANT_ALSO_VARIES.html.var # # The following directives modify normal HTTP response behavior to # handle known problems with browser implementations. # BrowserMatch "Mozilla/2" nokeepalive BrowserMatch "MSIE 4\.0b2;" nokeepalive downgrade-1.0 force-response-1.0 BrowserMatch "RealPlayer 4\.0" force-response-1.0 BrowserMatch "Java/1\.0" force-response-1.0 BrowserMatch "JDK/1\.0" force-response-1.0 # # The following directive disables redirects on non-GET requests for # a directory that does not include the trailing slash. This fixes a # problem with Microsoft WebFolders which does not appropriately handle # redirects for folders with DAV methods. # Same deal with Apple's DAV filesystem and Gnome VFS support for DAV. # BrowserMatch "Microsoft Data Access Internet Publishing Provider" redirect-carefully BrowserMatch "^WebDrive" redirect-carefully BrowserMatch "^WebDAVFS/1.[012]" redirect-carefully BrowserMatch "^gnome-vfs" redirect-carefully # # Allow server status reports generated by mod_status, # with the URL of http://servername/server-status # Change the ".@@DomainName@@" to match your domain to enable. # #<Location /server-status> # SetHandler server-status # Order deny,allow # Deny from all # Allow from .@@DomainName@@ #</Location> # # Allow remote server configuration reports, with the URL of # http://servername/server-info (requires that mod_info.c be loaded). # Change the ".@@DomainName@@" to match your domain to enable. # #<Location /server-info> # SetHandler server-info # Order deny,allow # Deny from all # Allow from .@@DomainName@@ #</Location> # # Bring in additional module-specific configurations # <IfModule mod_ssl.c> Include conf/ssl.conf </IfModule> ### Section 3: Virtual Hosts # # VirtualHost: If you want to maintain multiple domains/hostnames on your # machine you can setup VirtualHost containers for them. Most configurations # use only name-based virtual hosts so the server doesn't need to worry about # IP addresses. This is indicated by the asterisks in the directives below. # # Please see the documentation at # <URL:http://httpd.apache.org/docs-2.0/vhosts/> # for further details before you try to setup virtual hosts. # # You may use the command line option '-S' to verify your virtual host # configuration. # # Use name-based virtual hosting. # #NameVirtualHost *:80 # # VirtualHost example: # Almost any Apache directive may go into a VirtualHost container. # The first VirtualHost section is used for requests without a known # server name. # #<VirtualHost *:80> # ServerAdmin webmaster(a)dummy-host.example.com # DocumentRoot /www/docs/dummy-host.example.com # ServerName dummy-host.example.com # ErrorLog logs/dummy-host.example.com-error_log # CustomLog logs/dummy-host.example.com-access_log common #</VirtualHost> #------------@@Changes for OTRS@@------------- Alias /otrs-web/ "C:/OTRS/otrs/var/httpd/htdocs/" ScriptAlias /otrs/ "C:/OTRS/otrs/bin/cgi-bin/" <Location /otrs> Options ExecCGI Order deny,allow Deny from all allow from 127.0.0.1 SetHandler cgi-script </Location> MaxRequestsPerChild 400

2 1

feature request for 2.0.0
by Mark J. Nernberg 21 Jul '05

21 Jul '05

I realize we are quite close to the actual release of 2.0. I have been running 2.0 beta for a couple of weeks now, and the improvements are great! However, I have one minor feature request -- although it may turn out NOT to be all that minor. We use a single email address for sending requests into the system (support(a)ourdomain.com) Of course, each tech has their own (personal) email account, which is the account set up in the webmail interface for OTRS. How about a way to, from the webmail interface of OTRS, forward a request into the system as a new ticket, using the original sender's email address for the ticket-information? -- Mark J. Nernberg Director of Technology Downtown Help Desk (412)478-6262 (cell) (412)232-0710 (fax) http://www.downtownhelpdesk.com

2 2

Emphasize text in response
by Soul Reaper 21 Jul '05

21 Jul '05

Hello Our customer support department like to be able to emphasize things, especially when dealing with our customers. Is anyone aware of a way to allow portions of text to be emphasized in a response when an agent is replying to a customer through OTRS? Either by bolding it or putting it in italics? Thank you and regards _________________________________________________________________ Browse smarter with tabs - get the all-new MSN Toolbar! http://toolbar.msn.ie

2 1

How to change the field "From"in the empty answer ?
by Nicolas Motte 21 Jul '05

21 Jul '05

Hi everybody, When I am in a ticket zoom view and i want to make an empty answer, the field "From" is filled with OTRS System <otrs@localhost> * invalid otrs@localhost (fqdn)! I do not understand why and i do not succeed to change it. Is anyone can explain me ? Thanks. Nicolas

2 1

What customer permissions needed to see own tickets
by UIUC Library OTRS Admin 20 Jul '05

20 Jul '05

I am somewhat confused about the permissions model used in OTRS. I have a queue named "Main". One of the settings for this queue is Group which I have set to the group "helpdesk". The "helpdesk" group is a small group of staff who are supposed to answer the tickets. I am not sure what setting the queue Main to this group means (as far as I can tell, this is not explained anywhere in the documentation). But now I have "customers" who submit problems to the "helpdesk" queue but cannot see their tickets when they log in to the customer screen. Why not? Do they have to be added to the "helpdesk" group? If so, doesn't that mean that they could then act as agents and see other customers tickets? Thanks.

1 0

OTRS will not issue Ticket Number.
by mbesponga＠greendot.com.ph 20 Jul '05

20 Jul '05

Hello! Greetings! I am using OTRS 1.3.2. I filter emails by Suject Headers. Just like to ask if it is possible that OTRS will not issue/create Ticket Number to email with invalid/different Subject Headers? Any help would be greatly appreciated. Thank you very much. Len

3 5

Web error
by Brian Ronk 20 Jul '05

20 Jul '05

I'm getting a web error, and I can't figure out what it means or how to fix it. "Redirection limit for this url exceeded. unable to load the requested page. This may be caused by cookies that are blocked." I'm guessing that this is a problem in apache, but I'm not positive. I get it when I try to log into the system, otherwise it seems like I can get to index.pl and installer.pl fine. Although I don't need to get to installer.pl. I just tried playing with installer.pl, and I can't even delete/create the database. It seems like there might be more going on than I think. Oh, this is for the otrs 2 beta 4. Does anyone have ideas about this? -- Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108

2 1

Change default "Empty Answer"
by Hamish 19 Jul '05

19 Jul '05

Hello How can I change the contents of the default "empty answer" (available when zoomed in to a ticket, Compose Answer(email) * empty answer). I keep getting users sending thank-you emails back, which open up new tickets etc, I just want to add a line asking them not to do this. Thanks, H

4 6

Queue Notes/Comments
by James Sleeman 19 Jul '05

19 Jul '05

Hi all, I need a way to have some "staff notes" for each queue that would be displayed in the right hand column when in ticket zoom mode (and ideally when in compose as well, but not necessary). Anybody know of a good way of doing this? -- James Sleeman <james(a)gogo.co.nz>

2 1

Disable CustomQueue
by Soul Reaper 18 Jul '05

18 Jul '05

Hello Is there any simple way to disable the CustomQueue? I have tried commenting it out in the default config file and setting its value to '', however both cause numerious errors? Thank you and regards. Sin _________________________________________________________________ Browse smarter with tabs - get the all-new MSN Toolbar! http://toolbar.msn.ie

1 1

Re: [otrs] Agent Replies to Customers via Email
by Paul Schouten 17 Jul '05

17 Jul '05

Hi Michael, I usually respond back to the user by e-mail using a follow-up. Main reason is that we are testing OTRS and do not have the users send mail directly to OTRS yet. I send the user e-mail with the ticket number in the subject header and copy the OTRS system. OTRS captures the e-mail and adds it as follow up to the correct ticket. For closing/changing states of tickets I use the web interface. This would work for a blackberry as well. Best regards, Paul >When a customer submits an email to OTRS a new ticket is generated and >agents are notified. > >Is there a way to allow agents to response to the customer ticket via >email instead of having to use the Agent web interface? That way an >agent could reply via a Blackberry and close the ticket when they are >back in the office. > >Michael Bush

2 1

Managing tickets using email
by Shri Shrikumar 17 Jul '05

17 Jul '05

Hi All, I found a discussion about this on the mailing lists ages ago and wondered if there was an update. Basically, what I am looking for is functionality similar to how request tracker works. There is an email address setup to which all requests are emailed like support(a)example.com. When the system receives an email, it sends off the email to all the subscribers and requestor (in this case to everyone who has this queue as their queue) with a ticker id. Any of the parties who recieved this email can now reply to it which would distribute it back to the same list. In essence, it creates a mini mailing list. The ticket would be closed from the web front-end. I appreciate concerns re: race conditions and am quite happy for the system to not worry about race conditions at this time. Would it be possible to set the system up as per above? Alternatively, is it possible to get the system to email out as From: the currently logged in user but with a reply-to that will bring the email back into the system? I am trying to personalise the tracking while still tracking all communications. Any help in trying to acheive this would be greatly appreciated. Thanks and best wishes, Shri -- Shri Shrikumar Project Manager Kraya Solutions Edinburgh t: 0845 644 4745 m: 0773 980 3499 w: www.kraya.co.uk

2 1

Email notifications for new tickets in queue
by Jason Lixfeld 15 Jul '05

15 Jul '05

Hello, OTRS is great. Very robust. Kudos to the dev team! Question: Is it possible to have OTRS notify either a queue specific email address or email the agents who are in the same group as the queue group when a new ticket is opened and/or a new request hits a queue (but does not auto-generate a ticket)? Basically, this question stems from a requirement to not require agents to necessarily be tied to their web browser in order to be notified of new tickets. Thanks in advance.

2 1

Bulk action question.
by Mark Wallace 15 Jul '05

15 Jul '05

I want to close an entire series of tickets as the admin using the bulk feature. I select the tickets by using the adjacent checkbox, then click bulk-action. The dialog screen comes up, I enter something in the text area relating to closing a bulk amount of tickets. Then select the closed successful state. And all that happens is the tickets get locked, and remain in the original state. I tried this at the http://demo.otrs.org site as well with my installation. Does anyone know how this is supposed to work? Thanks

2 1

deleting users
by Jason Joines 15 Jul '05

15 Jul '05

We've had a user leave and need to get rid of their account. Is it simply a matter of deleting the record for that user from the system_user table or do other things need to be done? Thanks, Jason Joines ===============================

2 1

installation
by Luca Tebaldi 14 Jul '05

14 Jul '05

Hi I'm luca from Italy, i have a little proplem to install otrs from tar.gz in fodora core 4 basic configuration I have fact all the steps contained in http://doc.otrs.org/1.3/en/html/install-cli.html but the server have an internal server error [Thu Jul 14 13:45:36 2005] [error] [client [cut]] failed to resolve handler `Apache::Registry': Can't locate Apache/Registry.pm in @INC (@INC contains: /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 5) line 3.\n [Thu Jul 14 13:45:36 2005] [error] [client [cut]] failed to resolve handler `Apache::Registry': Can't locate Apache/Registry.pm in @INC (@INC contains: /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 5) line 3.\n where is my error??? thanks a lot Luca -- Luca Tebaldi <->-<->-<->-<->-<->-<->-<->-<->-<->-<->-<->-<->- Centro di Telematica dell' Universita di Ferrara http://www.unife.it/centel http://student.unife.it e-mail: luca(a)unife.it Phone +39.0532.97.4052 Fax +39.0532.248199 <->-<->-<->-<->-<->-<->-<->-<->-<->-<->-<->-<->-

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(no subject)
by Mark Wallace 14 Jul '05

14 Jul '05

I need a tag for the Notifications files that contains a customers phone number. Here is an example of the formatting we are using for the Agent::NewTicket and Agent::Move otrs notifications at the beginning of the body text. (Our agents want to know this information upfront from the email rather than linking to OTRS to view it). Ticket Number: # <OTRS_TICKET_NUMBER> Subject: <OTRS_CUSTOMER_SUBJECT> First Name: <OTRS_CUSTOMER_DATA_USERFIRSTNAME> Last Name: <OTRS_CUSTOMER_DATA_USERLASTNAME> E-mail: <OTRS_CUSTOMER_FROM> Phone: <OTRS_CUSTOMER_DATA_*> (PHONE??????) I am able to get all data except for the phone number in these two notifications. Can someone tell me how data is mapped to these tags and how I can change or create new tags? Thanks, Mark Wallace Building 258 / 232-27 650-604-2532

1 0

RE: [otrs] installation
by West, Bradley G. 14 Jul '05

14 Jul '05

I had problems with OTRS 2.0 beta 2 using mod_perl2 under FC4 as well. The problem seemed to stem from the differences between mod_perl 1.99_xxx and the final release code. I ended up installing FC3 instead and it worked like a charm. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeremy Blain Sent: Thursday, July 14, 2005 9:24 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] installation You are trying to run it under mod_perl, but have don't have the proper perl libraries installed. Luca Tebaldi wrote: > Hi I'm luca from Italy, > i have a little proplem to install otrs from tar.gz in fodora core 4 > basic configuration > I have fact all the steps contained in > http://doc.otrs.org/1.3/en/html/install-cli.html > but the server have an internal server error > > [Thu Jul 14 13:45:36 2005] [error] [client [cut]] failed to resolve > handler `Apache::Registry': Can't locate Apache/Registry.pm in @INC > (@INC contains: _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ 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

Problem after upgrading from from 2.0 beta2 to 2.0 beta4
by Ken Kilgore 13 Jul '05

13 Jul '05

Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1101. The line referenced above is: if ($Param{ArticleID}) { return %{$Content[0]}; I get this when I click on the "locked tickets" link or from the "new messages" link. Any suggestions? -- Ken Kilgore ---------------------------------------------- When life hands you lemons just grab the salt and pass the Tequila.

2 3

Re: [otrs] Ticket Age data
by duarte.cordeiro＠cm-lisboa.pt 13 Jul '05

13 Jul '05

you'll need to look at ticket_history. But search for all the rows that havfe that same ticket_id. After that, you just need to find the create action and the close... and do the math. Duarte

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how to change
by nsaliza＠nc.com.my 13 Jul '05

13 Jul '05

please help me. ticket was already open by customer and the status is new. but we already post new update to that ticket but the status is still new. why it's not change to open. and how do i change it as open. thank you

1 0

UTF-8
by ml＠charliesangels.biz 13 Jul '05

13 Jul '05

Hi list, a lot of our customers receive Mail delivery errors from OTRS: [...] > Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately after start byte 0xfc) in substitution (s///) at /opt/otrs/Kernel/System/Ticket/Article.pm line 100. > Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately after start byte 0xfc) in substitution (s///) at /opt/otrs/Kernel/System/Ticket/Article.pm line 100. [...] Is there any way to tell OTRS to not send this kind of error reports ? The mails are delivered to OTRS. Thanks and regards Sascha

1 0

Ticket Age data
by sharif islam 12 Jul '05

12 Jul '05

Which tables stores the ticket age? I am interesting in the closing time and how long the ticket stayed in the queue. I tried time_accountiung and ticket_history. mysql> select * from time_accounting where ticket_id=197; +----+-----------+------------+-----------+---------------------+-----------+---------------------+-----------+ | id | ticket_id | article_id | time_unit | create_time | create_by | change_time | change_by | +----+-----------+------------+-----------+---------------------+-----------+---------------------+-----------+ | 64 | 197 | 472 | 1 | 2004-08-13 10:30:55 | 10 | 2004-08-13 10:30:55 | 10 | +----+-----------+------------+-----------+---------------------+-----------+---------------------+-----------+ 1 row in set (0.00 sec) mysql> select id, ticket_id, create_time, change_time from ticket_history where id=1815; +------+-----------+---------------------+---------------------+ | id | ticket_id | create_time | change_time | +------+-----------+---------------------+---------------------+ | 1815 | 197 | 2004-08-12 11:42:58 | 2004-08-12 11:42:58 | +------+-----------+---------------------+---------------------+

1 0

Installation error - otrs v2-beta4
by Ivica Mustapic 12 Jul '05

12 Jul '05

Hi there, I have just installed OTRS v2-beta4 on Fedora 3. Installation looked normal but OTRS would not connect. Database was created OK. OTRS user can access DB. Permissions look OK. After running CheckDB.pl following error was reported: Invalid argument at /opt/otrs/Kernel/System/Log.pm line 79, <PRODUCT> line 4. Any ideas? Ivica

2 2

Help please
by mbesponga＠greendot.com.ph 12 Jul '05

12 Jul '05

Hello! I am new to OTRS. My intention is when the Ticket is already "closed successfully" by an agent, once the customer make a follow up, he should not receive any reply just notification that his ticket is already closed and he will receive new Ticket. But other way around happened. The OTRS Admin Account opened the ticket even the Ticket was successfully closed. What do I need to configure? Your help is highly appreciated. Regards, Len

2 4

Automatically send a new ticket autoreply to a cc adress
by Alessio Tosi 11 Jul '05

11 Jul '05

would be possible to implement something similar via procmail and somthing else? Ciao AleX >Hi Alex, >On Thu, Jul 07, 2005 at 12:02:07PM +0200, Alessio Tosi wrote: >>OKI Systems (Italia) S.p.A.Is it possible to include a cc address in the >atu response when the new mail that open a ticket comes from a specific >>domain? >> >>Eg. >>user at mydomain.it, send a new mail to otrs at mydomain.com and opens a >>new >>ticket. >>Otrs send automatically an autoreply to user at mydomain.it cc: >>manager at mydomain.it >No, that isn't possible without changing the source code of OTRS. >Another possebility would be to send all mail from the OTRS via Bcc to >another specified adress and forward the important messages to manager@ >by filtering out this messages. >Ciao, >Christian

2 1

Email too big...
by Atte André Jensen 11 Jul '05

11 Jul '05

I get the following in my /var/log/syslog everytime otrs tries to pop: Jul 11 10:50:23 localhost OTRS-PM3-10[24298]: [Error][main::FetchMail][Line:153]: Can't fetch email 2 from XXXX Email to big (6560 KB - max 6144 KB)! I'd like to set that limit higher, but I can't figure out where it's done, so if somebody could help I'd really appreciate it... Thanks in advance. -- Peace, love & harmony Atte http://www.atte.dk

2 5

PostMasterPOP3 crash and 'already running' error
by Rob Cas 11 Jul '05

11 Jul '05

Hi, I've been running 2.0.0b4 without problems (until today). On running PostMasterPOP3.pl the first 9 messages were retrieved correctly. Then a perl error followed by a segmentation fault (see below). Now, if I try to run PostMasterPOP3.pl again, no messages are retrieved I get: Notice: PostMasterPOP3.pl is already running! Has anybody seen this problem before and do you know: - if there is a lock file I need to remove to let me receive mail again? - what may have caused the crash in the first place? Thanks in advance, Rob. --- perl(453) malloc: *** error for object 0x1b26e00: incorrect checksum for freed object - object was probably modified after being freed, break at szone_error to debug perl(453) malloc: *** set a breakpoint in szone_error to debug Message 10/28 (otrs(a)pop.someserver.com) Message 11/28 (otrs(a)pop.someserver.com) Segmentation fault --- Thread 0 Crashed: 0 mysql.bundle 0x0061f888 escape_string_for_mysql + 396 (mysql.c:1946) 1 mysql.bundle 0x006172a8 mysql_real_escape_string + 20 (mysql.c:1946) 2 mysql.bundle 0x0060bbf4 mysql_st_internal_execute + 1284 (dbdimp.c:570) 3 mysql.bundle 0x00613aa4 XS_DBD__mysql__db_do + 2052 (mysql.xs:451) 4 DBI.bundle 0x00039cb0 XS_DBI_dispatch + 6384 (DBI.xs:2658) 5 libperl.dylib 0x970b294c Perl_pp_entersub + 1292 6 libperl.dylib 0x970ab274 Perl_runops_standard + 64 7 libperl.dylib 0x970576fc S_run_body + 308 8 libperl.dylib 0x97057358 perl_run + 164

1 1

Install on Debian Sarge
by Harlei Liguori Marcelino 08 Jul '05

08 Jul '05

Hello all... i install the OTRS program in a Debian Sarge: apt-get install otrs but i dont know what i need do for configure this program! i'm trying test this, but i dont know configure... someone can help me!? i will wait your answer thanks Harlei

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FW: PLEASE!!!!!!!! CAN ANYONE HELP ME!!!FW: You don't have permission to access /otrs/index.pl on this server
by Michael Belz 08 Jul '05

08 Jul '05

Adding to this nightmare is the following... 1. I created a directory named /opt/otrs to start things off. 2. I then added a user to the system using "adduser -d /opt/ otrs" by default this created a home directory of "/opt/otrs". 3. I then placed the otrs-xxx.xx..x..x.tar.gz and unzipped it in the /opt/ directory which placed all my otrs files inside the /opt/otrs directory. 4. I added the otrs user to the "www" group in the /etc/group file. 5. I then opend up the SetPermissions.sh file and noticed that it defaults to setting the groups on the otrs files to "nobody", I read that this is good for SUSE linux but not correct for others, so I changed the "nogroup" to "www" in the SetPermissions.sh file. 6. I then ran the "./SetPermissions.sh /opt/otrs otrs www" against the otrs install and directories. 7. So I now have otrs owners and www groups against my directories. 8. If you look in the apache config files I have user "www" and group "www". And I can read to the directories etc. 9. I do not understand what is wrong I keep getting "" 10. Someone please help no one is responding to my posts. -----Original Message----- From: Michael Belz [mailto:mbelz@sky-river.com] Sent: Thursday, July 07, 2005 10:49 AM To: 'otrs(a)otrs.org' Subject: PLEASE!!!!!!!! CAN ANYONE HELP ME!!!FW: You don't have permission to access /otrs/index.pl on this server. HELP HELP ME RHONDA!! -----Original Message----- From: Michael Belz [mailto:mbelz@sky-river.com] Sent: Tuesday, July 05, 2005 4:42 PM To: Subject: FW: You don't have permission to access /otrs/index.pl on this server. Question is about the post-install apache permissions This is something that I believe needs to be added to the main documentation for FreeBSD users, mainly for Jr. Administrators that are not as savvy as Senior Unix guys. : ) I have seen many questions on this topic but nothing very accurate and concrete. Hopefully by many users adding their input to this post "we" can submit this to the OTRS guys. Software and minimum requirements * OS FreeBSD 5.3 everything is updated and current including CVSUP, ports etc. * Web Server Apache 2.0.54 (default user group is www instead of the wwwrun like older versions.) * Database MySQL 5.0.6 * Perl Perl 5.8.6_2 * PHP Mod Php 4-4.3.11_1 CPAN modules I installed all CPAN modules from the CPAN shell, and also from the BSD ports directories everything worked good, and checked out fine! To make sure I ran the following script! I move to the /opt/otrs/bin/ directory and performed the "otrs.checkModules" script, everything is okay except for Net::LDAP which is not required. (If this is please let me know.) **** "$shell" would be replaced by your shell prompt! Check if all needed modules are installed: ------------------------------------------ $shell:~> perl -cw /opt/otrs/bin/cgi-bin/index.pl /opt/otrs/bin/cgi-bin/index.pl syntax OK $shell:~> perl -cw /opt/otrs/bin/PostMaster.pl /opt/otrs/bin/PostMaster.pl syntax OK $shell:~> everything came back just fine with the ok! Create User I created a user named "otrs", his home dir, is located in /opt/otrs Change the webserver user *) Change the webserver user (normaly wwwrun) to the OTRS user (otrs). [...] User wwwrun [...] User otrs [...] ***By default under Apache2 you will have to use the the www user it no longer supports the wwwrun by default any longer. This is to my understanding. Permissions on web server **this may be where my issue lies. QUICK FYI * I use FreeBSD 5.9 which may have some different steps to follow here. * First off whenever I run the ./SetPermissions.sh script I notice that it changes the groups to "Nobody" is this correct for Freebsd? Even when I put in the parameter or www on the script such as :: Documentation example:: bserver with wwwrun user (e. g. SuSE): "SetPermissions.sh /opt/otrs otrs wwwrun" * Keep in mind I change this to the following :: Webserver with www user (FreeBSD) SetPermissions.sh /opt/otrs otrs www * Im not sure if this is correct what I am trying to tell the system is that I want otrs user and www group. After the script is ran it shows otrs as user and nobody as group is this correct? I have also tried this with www user and www groups which is the apache default. * I have ran the script many many times changing between the www user and the otrs user and different groups from otrs, apache, and www, to no avail. I have also performed chgrp -R on all directories to www, and otrs, and nobody and chown -R and chmod -R 755 against all left everything wide open and I still have not permission, changed permissions on everything manually and will not open at all. Finally The error logs say client denied by server???????? When I go to run the index.pl or the installer.pl I get the following::: Forbidden You don't have permission to access /otrs/index.pl on this server. _____ Apache/2.0.54 (FreeBSD) PHP/4.3.11 Server at 192.168.1.238 Port 80 Please help if there is someone that knows anything more!

3 3

Automatically send a new ticket autoreply to a cc adress
by Alessio Tosi 08 Jul '05

08 Jul '05

OKI Systems (Italia) S.p.A.Is it possible to include a cc address in the atu response when the new mail that open a ticket comes from a specific domain? Eg. user(a)mydomain.it, send a new mail to otrs(a)mydomain.com and opens a new ticket. Otrs send automatically an autoreply to user(a)mydomain.it cc: manager(a)mydomain.it Ciao AleX

2 1

IO::Socket::INET: Bad hostname Kernel/System/Auth/LDAP.pm, otrs-2.0.0-beta4.
by Ted Kaczmarek 08 Jul '05

08 Jul '05

I can't seem to get ldap working with otrs-2.0.0-beta4. Before I head off to bugzilla did I miss something? $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '[ldap.domain.com]'; $Self->{'AuthModule::LDAP::BaseDN'} = '[ou=Users,ou=OxObjects,dc=domain,dc=com]'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; This is what I added to Config.pm. The FQDN does resolve. Any insight would be appreciated. Regards, Ted

2 1

Nothing there?
by Brian Ronk 08 Jul '05

08 Jul '05

Ok, I finally got stuff running, once I got a chance to work on it again. I had to install Apache::DBI through apt-get, it wouldn't work through the CPAN interface for some reason. Anyway, I can now log in, and move around, but nothing shows up. For instance, I clicked on Admin so I could add a user, but the screen didn't change. Well, it reloaded, trying to access the Admin area, but otherwise it looked exactly the same as it did before. Do you understand what I mean, and have an idea what's going on? -- Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108

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FW: PLEASE!!!!!!!! CAN ANYONE HELP ME!!!FW: You don't have
by Nicolas Motte 08 Jul '05

08 Jul '05

Hi Micheal, I had a same problem and i change this file In /etc/httpd/conf.d/otrs.conf it was missing the yellow line just below : <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders order allow,deny allow from all </Location> verify that you have in your file nicolas

3 5

Setting ticket keys in follow up
by Paul 07 Jul '05

07 Jul '05

Hi all, I'm currently using the latest version of OTRS 1.3.x and have noticed that X-OTRS-TicketKeyX and X-OTRS-TicketKeyValueX are not being set on follow up e-mails. Are the ticket keys only settable during ticket creation and not on replies? Is there a config option I'm missing? If this is the expected behavior, would it be possible to give us an option in 2.0 to allow ticketkeys to be set on a follow up? Best wishes, Paul

1 0

Multi-Homed OTRS
by Trevor Vaughan 07 Jul '05

07 Jul '05

I've searched through the archives and haven't found anything on this yet. Has anyone managed to set up OTRS in a multi-homed setting? If so, how would you go about this? Is it just a matter of setting up multi-master MySQL databases? Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O

3 9

show owner in sort ticket desc
by Alvaro Lopez 07 Jul '05

07 Jul '05

I search in OTRS-list history, but I can´t find anything about it: How can I show owner in sort ticket Overview. In fact, see Ticket Agent Owner when I "click" in My-Queue. Thanks a lot. Alvaro. -- ---------------------------------------------------------- Alvaro López Aranda GENETSIS PARTNERS Dpto. de Sistemas. C/ Francisca Delgado, 11, 3º Arroyo de la Vega 28108 Alcobendas (Madrid) Spain Tlf. (+034) 91-6574120 Fax. (+034) 91-6574130 e-mail. alopez(a)genetsis.com ---------------------------------------------------------- La información contenida en el presente correo electrónico es secreta y confidencial,y es de uso exclusivo del destinatario arriba indicado. Si usted no es el destinatario señalado, por favor, notifíquelo al remitente y borre este mensaje de su disco duro. Cualquier otro uso que haga del mismo está estrictamente prohibido.

2 1

Accessing Attachments saved to FS outside of OTRS
by Keith Mitchell 06 Jul '05

06 Jul '05

Is there an easy way to access attachments saved to the FS from outside of OTRS? I notice that OTRS prepends the first line of the attachment with the MIME type and filename. Is there an easy way to change this behavior so I can manipulate the files via the filesystem without having to tail them?

1 0

Re: [otrs] Mail Timestamp.
by Tony Saurini 06 Jul '05

06 Jul '05

Thats a good suggestion, Trevor. The thing is, I'm in London. All Time Zone settings are at GMT with a fat +0 for everything. I've tested by sending both to my work account and my personal email account (hich is hosted in Montana). I've haven't had timestamp troubles since I've gotten here. More Troubleshooting: - I also tested the box itself by whipping up a php script to shoot me an email directly through its functions and THAT timestamp is hunky-dory. - Messages straight from the command line with sendmail are properly timestamped as well. I'm flummoxed. -t PS: Go London 2012! >Date: Tue, 5 Jul 2005 15:03:26 -0400 >From: Trevor Vaughan <peiriannydd(a)gmail.com> >Subject: Re: [otrs] Mail Timestamp. > >Are you West Coast US? If so, it sounds like you're having a GMT >difference problem somewhere in your mail path, either at the source >or destination. > On 7/5/05, Tony Saurini <tony(a)eitri.com> wrote: > I'm working in implementing OTRS for our company and I notied the > mails that are getting sent during my tests have a totally whach > timeestamp, and I cannot dig up anything in the documentation or > the code as to where I can fix this. > Anyone have any ideas? > - OTRS 1.3.2 > - System time of server is dead on, timezone on server has > been checked. > - Everything seems okay. > Timestamp is roughly 8 hours off, give or take a couple minutes.

3 3

Admin & Ldap
by martin hochreiter 06 Jul '05

06 Jul '05

Hi! A few days ago I had the problem that the ldap server used for authentification in my OTRS 1.3.2 was down. So I discovered that it is not possible to use the administrator account entered while installing. But as the ldap server was up again I tried the same, and the administrator account was not usable, that's quit clear for me because theire is no 'administrator' user on the ldap server - BUT I find it very useful if I can use the administrator account anytime without the need of any external authentification mechanism. Is that possible? lg martin

1 0

is it possible to call custom scripts and modify tickets using custom modules?
by Mike Conigliaro 06 Jul '05

06 Jul '05

hey guys, i'm in the process of putting together a custom monitoring system for a managed services provider, and i'm looking at helpdesk systems. between otrs and request tracker, i'm leaning towards otrs, but i don't know for sure if it can do what i need it to do. hopefully one of you can answer my question. i currently have zabbix monitoring all the devices and sending out alerts, which are fed directly into otrs. this works great so far. however, i need to be able to parse an incoming alert message for certain strings (ie: "such and such a service is down"). if a match is found, i will call a custom script to remotely restart the service and modify the ticket with the result (eg: close the ticket if the service was successfully restarted). is this possible? any advice would be greatly appreciated. thanks in advance.

2 2

smtp relay
by Subramanya N.V 06 Jul '05

06 Jul '05

Hi Everyone, I am using OTRS and I am facing problem after sending mail to customer. A) My mail is not reaching to the customer email id. B) mail is bouncing back stating spam has blocked the so and so ip address since the otrs sent mail without any ISP. How do I resolve this problem, can somebody help me in this regards. Thanks, Subramanya. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, July 06, 2005 5:13 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 24, Issue 5 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. no session timout or alternative authentication? (Rudi Kramer) 2. Re: Nothing there? (Brian Ronk) 3. Multi-Homed OTRS (Trevor Vaughan) 4. Re: no session timout or alternative authentication? (Jeremy Blain) 5. Mail Timestamp. (Tony Saurini) 6. Re: Mail Timestamp. (Trevor Vaughan) 7. Re: is it possible to call custom scripts and modify tickets using custom modules? (Mike Conigliaro) 8. Re: Using apostrophes in the subject causing problems (Bryan Fullerton) 9. FW: You don't have permission to access /otrs/index.pl on this server. (Michael Belz) ---------------------------------------------------------------------- Message: 1 Date: Tue, 5 Jul 2005 11:59:22 +0200 From: "Rudi Kramer" <rkramer(a)webmail.co.za> Subject: [otrs] no session timout or alternative authentication? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <000a01c58148$382f0080$45241b0a(a)mweb.com> Content-Type: text/plain; format=flowed; charset="iso-8859-1"; reply-type=original Good Morning Is it possilbe to setup one user who's session does not time out or perhaps is there a way that we can authenticate a user in the url e.g. http://user:pwd@otrs.server.co.za? Thanks Rudi ------------------------------ Message: 2 Date: Tue, 05 Jul 2005 09:08:19 -0400 From: Brian Ronk <bronk(a)bookmasters.com> Subject: Re: [otrs] Nothing there? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <42CA8643.1010300(a)bookmasters.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Debian: 3.1 (Sarge) OTRS: 1.3.2 Apache: 2.0.54-4 mod_perl2: 1.999.21-1 Should I maybe try the OTRS 2 beta? Or is there a known problem with the mod_perl2? Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108 Christian Schoepplein wrote: > Hi Brian, > > On Fri, Jul 01, 2005 at 03:39:52PM -0400, Brian Ronk wrote: > >>Ok, I finally got stuff running, once I got a chance to work on it >>again. I had to install Apache::DBI through apt-get, it wouldn't work >>through the CPAN interface for some reason. >>Anyway, I can now log in, and move around, but nothing shows up. For >>instance, I clicked on Admin so I could add a user, but the screen >>didn't change. Well, it reloaded, trying to access the Admin area, but >>otherwise it looked exactly the same as it did before. Do you >>understand what I mean, and have an idea what's going on? > > > Looks like a mod_perl problem. With older cvs versions of OTRS and on > some systems I saw the same problem before. But last week I got OTRS > 2.0 cvs running on a fresh sarge installation and on debian unstable. > > - What debian version are you using? > - What OTRS version are you using? > - What mod_perl and apache version are you using? > > >>Brian Ronk > > > Best regards, > Christian > > > > ------------------------------------------------------------------------ > > _______________________________________________ > OTRS mailing list: otrs - 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/ ------------------------------ Message: 3 Date: Tue, 5 Jul 2005 10:17:35 -0400 From: Trevor Vaughan <peiriannydd(a)gmail.com> Subject: [otrs] Multi-Homed OTRS To: otrs(a)otrs.org Message-ID: <a1025d7405070507176ef542c9(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 I've searched through the archives and haven't found anything on this yet. Has anyone managed to set up OTRS in a multi-homed setting? If so, how would you go about this? Is it just a matter of setting up multi-master MySQL databases? Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ------------------------------ Message: 4 Date: Tue, 05 Jul 2005 11:16:03 -0400 From: Jeremy Blain <jeremy(a)belent.com> Subject: Re: [otrs] no session timout or alternative authentication? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <42CAA433.7030807(a)belent.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Rudi Kramer wrote: > Good Morning > > Is it possilbe to setup one user who's session does not time out or > perhaps is there a way that we can authenticate a user in the url e.g. > http://user:pwd@otrs.server.co.za? > > Thanks > Rudi Making the session not timeout would probably be difficult, but setting it to a very large timeout is easy. In Kernel/Config.pm: $Self->{SessionMaxTime} = 60 * 60 * 24 * 365; # one year is enough $Self->{SessionMaxIdleTime} = 60 * 60 * 24 * 365; # one year is enough ------------------------------ Message: 5 Date: Tue, 05 Jul 2005 18:50:29 +0100 From: Tony Saurini <tony(a)eitri.com> Subject: [otrs] Mail Timestamp. To: otrs(a)otrs.org Message-ID: <42CAC865.8020301(a)eitri.com> Content-Type: text/plain; charset=us-ascii; format=flowed Hi, I'm working in implementing OTRS for our company and I notied the mails that are getting sent during my tests have a totally whach timeestamp, and I cannot dig up anything in the documentation or the code as to where I can fix this. Anyone have any ideas? - OTRS 1.3.2 - System time of server is dead on, timezone on server has been checked. - Everything seems okay. Timestamp is roughly 8 hours off, give or take a couple minutes. -- -Tony Saurini ------------------------------ Message: 6 Date: Tue, 5 Jul 2005 15:03:26 -0400 From: Trevor Vaughan <peiriannydd(a)gmail.com> Subject: Re: [otrs] Mail Timestamp. To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <a1025d740507051203701c9976(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Are you West Coast US? If so, it sounds like you're having a GMT difference problem somewhere in your mail path, either at the source or destination. Trevor On 7/5/05, Tony Saurini <tony(a)eitri.com> wrote: > Hi, > > I'm working in implementing OTRS for our company and I notied the mails > that are getting sent during my tests have a totally whach timeestamp, > and I cannot dig up anything in the documentation or the code as to > where I can fix this. > > Anyone have any ideas? > > - OTRS 1.3.2 > - System time of server is dead on, timezone on server has been checked. > - Everything seems okay. > > Timestamp is roughly 8 hours off, give or take a couple minutes. > > > > > -- > -Tony Saurini > > _______________________________________________ > OTRS mailing list: otrs - 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/ > -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O ------------------------------ Message: 7 Date: Tue, 05 Jul 2005 15:35:01 -0400 From: Mike Conigliaro <conigliaro(a)getproactivenow.com> Subject: Re: [otrs] is it possible to call custom scripts and modify tickets using custom modules? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <42CAE0E5.6040406(a)getproactivenow.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed i havent seen any responses to this yet, so i figured id rephrase/simplify my question: does anyone know if it's possible to automatically execute a custom shell script whenever a ticket is generated? ive been looking at the documentation, but i have yet to come across an example of doing this. thanks in advance. Mike Conigliaro wrote: > hey guys, > > i'm in the process of putting together a custom monitoring system for a > managed services provider, and i'm looking at helpdesk systems. between > otrs and request tracker, i'm leaning towards otrs, but i don't know for > sure if it can do what i need it to do. hopefully one of you can answer > my question. > > i currently have zabbix monitoring all the devices and sending out > alerts, which are fed directly into otrs. this works great so far. > however, i need to be able to parse an incoming alert message for > certain strings (ie: "such and such a service is down"). if a match is > found, i will call a custom script to remotely restart the service and > modify the ticket with the result (eg: close the ticket if the service > was successfully restarted). > > is this possible? any advice would be greatly appreciated. thanks in > advance. > _______________________________________________ > OTRS mailing list: otrs - 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/ ------------------------------ Message: 8 Date: Tue, 5 Jul 2005 17:19:45 -0400 From: Bryan Fullerton <fehwalker(a)gmail.com> Subject: Re: [otrs] Using apostrophes in the subject causing problems To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <35de0c30050705141946a7dcdb(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 On 6/30/05, Jeremy Blain <jeremy(a)belent.com> wrote: > This sounds like an sql escaping issue, where placeholders or proper > quoting > should be used for all the data, but isn't correct. > (this is potentially a security issue too) > > I've filed a bug report about it > http://bugs.otrs.org/show_bug.cgi?id=809 This is the same as a bug I filed in May. http://bugs.otrs.org/show_bug.cgi?id=732 It also seems to be the same as this bug. http://bugs.otrs.org/show_bug.cgi?id=788 For what it's worth I haven't seen this bug recently, but I also haven't seen any email recently with apostrophes in the subject. Bryan ------------------------------ Message: 9 Date: Tue, 5 Jul 2005 16:42:27 -0700 From: "Michael Belz" <mbelz(a)sky-river.com> Subject: [otrs] FW: You don't have permission to access /otrs/index.pl on this server. To: <otrs(a)otrs.org> Message-ID: <!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAABgAAAAAAAAA+RnvnHCLL0qGZG35DKy9WsKAAAAQ AAAAinweeIZu7Eq2ps7UuMrQjAEAAAAA(a)sky-river.com> Content-Type: text/plain; charset="us-ascii" Question is about the post-install apache permissions This is something that I believe needs to be added to the main documentation for FreeBSD users, mainly for Jr. Administrators that are not as savvy as Senior Unix guys. : ) I have seen many questions on this topic but nothing very accurate and concrete. Hopefully by many users adding their input to this post "we" can submit this to the OTRS guys. Software and minimum requirements * OS FreeBSD 5.3 everything is updated and current including CVSUP, ports etc. * Web Server Apache 2.0.54 (default user group is www instead of the wwwrun like older versions.) * Database MySQL 5.0.6 * Perl Perl 5.8.6_2 * PHP Mod Php 4-4.3.11_1 CPAN modules I installed all CPAN modules from the CPAN shell, and also from the BSD ports directories everything worked good, and checked out fine! To make sure I ran the following script! I move to the /opt/otrs/bin/ directory and performed the "otrs.checkModules" script, everything is okay except for Net::LDAP which is not required. (If this is please let me know.) **** "$shell" would be replaced by your shell prompt! Check if all needed modules are installed: ------------------------------------------ $shell:~> perl -cw /opt/otrs/bin/cgi-bin/index.pl /opt/otrs/bin/cgi-bin/index.pl syntax OK $shell:~> perl -cw /opt/otrs/bin/PostMaster.pl /opt/otrs/bin/PostMaster.pl syntax OK $shell:~> everything came back just fine with the ok! Create User I created a user named "otrs", his home dir, is located in /opt/otrs Change the webserver user *) Change the webserver user (normaly wwwrun) to the OTRS user (otrs). [...] User wwwrun [...] User otrs [...] ***By default under Apache2 you will have to use the the www user it no longer supports the wwwrun by default any longer. This is to my understanding. Permissions on web server **this may be where my issue lies. QUICK FYI * I use FreeBSD 5.9 which may have some different steps to follow here. * First off whenever I run the ./SetPermissions.sh script I notice that it changes the groups to "Nobody" is this correct for Freebsd? Even when I put in the parameter or www on the script such as :: Documentation example:: bserver with wwwrun user (e. g. SuSE): "SetPermissions.sh /opt/otrs otrs wwwrun" * Keep in mind I change this to the following :: Webserver with www user (FreeBSD) SetPermissions.sh /opt/otrs otrs www * Im not sure if this is correct what I am trying to tell the system is that I want otrs user and www group. After the script is ran it shows otrs as user and nobody as group is this correct? I have also tried this with www user and www groups which is the apache default. * I have ran the script many many times changing between the www user and the otrs user and different groups from otrs, apache, and www, to no avail. I have also performed chgrp -R on all directories to www, and otrs, and nobody and chown -R and chmod -R 755 against all left everything wide open and I still have not permission, changed permissions on everything manually and will not open at all. Finally The error logs say client denied by server???????? When I go to run the index.pl or the installer.pl I get the following::: Forbidden You don't have permission to access /otrs/index.pl on this server. _____ Apache/2.0.54 (FreeBSD) PHP/4.3.11 Server at 192.168.1.238 Port 80 Please help if there is someone that knows anything more!

2 1

how to "kill" an otrs customer ?
by Denis Julien 06 Jul '05

06 Jul '05

Hi, are existing some tools to manage the otrs data base scheme? thanks in advance Denis

4 4

FW: You don't have permission to access /otrs/index.pl on this server.
by Michael Belz 05 Jul '05

05 Jul '05

Question is about the post-install apache permissions This is something that I believe needs to be added to the main documentation for FreeBSD users, mainly for Jr. Administrators that are not as savvy as Senior Unix guys. : ) I have seen many questions on this topic but nothing very accurate and concrete. Hopefully by many users adding their input to this post "we" can submit this to the OTRS guys. Software and minimum requirements * OS FreeBSD 5.3 everything is updated and current including CVSUP, ports etc. * Web Server Apache 2.0.54 (default user group is www instead of the wwwrun like older versions.) * Database MySQL 5.0.6 * Perl Perl 5.8.6_2 * PHP Mod Php 4-4.3.11_1 CPAN modules I installed all CPAN modules from the CPAN shell, and also from the BSD ports directories everything worked good, and checked out fine! To make sure I ran the following script! I move to the /opt/otrs/bin/ directory and performed the "otrs.checkModules" script, everything is okay except for Net::LDAP which is not required. (If this is please let me know.) **** "$shell" would be replaced by your shell prompt! Check if all needed modules are installed: ------------------------------------------ $shell:~> perl -cw /opt/otrs/bin/cgi-bin/index.pl /opt/otrs/bin/cgi-bin/index.pl syntax OK $shell:~> perl -cw /opt/otrs/bin/PostMaster.pl /opt/otrs/bin/PostMaster.pl syntax OK $shell:~> everything came back just fine with the ok! Create User I created a user named "otrs", his home dir, is located in /opt/otrs Change the webserver user *) Change the webserver user (normaly wwwrun) to the OTRS user (otrs). [...] User wwwrun [...] User otrs [...] ***By default under Apache2 you will have to use the the www user it no longer supports the wwwrun by default any longer. This is to my understanding. Permissions on web server **this may be where my issue lies. QUICK FYI * I use FreeBSD 5.9 which may have some different steps to follow here. * First off whenever I run the ./SetPermissions.sh script I notice that it changes the groups to "Nobody" is this correct for Freebsd? Even when I put in the parameter or www on the script such as :: Documentation example:: bserver with wwwrun user (e. g. SuSE): "SetPermissions.sh /opt/otrs otrs wwwrun" * Keep in mind I change this to the following :: Webserver with www user (FreeBSD) SetPermissions.sh /opt/otrs otrs www * Im not sure if this is correct what I am trying to tell the system is that I want otrs user and www group. After the script is ran it shows otrs as user and nobody as group is this correct? I have also tried this with www user and www groups which is the apache default. * I have ran the script many many times changing between the www user and the otrs user and different groups from otrs, apache, and www, to no avail. I have also performed chgrp -R on all directories to www, and otrs, and nobody and chown -R and chmod -R 755 against all left everything wide open and I still have not permission, changed permissions on everything manually and will not open at all. Finally The error logs say client denied by server???????? When I go to run the index.pl or the installer.pl I get the following::: Forbidden You don't have permission to access /otrs/index.pl on this server. _____ Apache/2.0.54 (FreeBSD) PHP/4.3.11 Server at 192.168.1.238 Port 80 Please help if there is someone that knows anything more!

1 0

Using apostrophes in the subject causing problems
by Sheline, Carl (LLU) 05 Jul '05

05 Jul '05

I'm using OTRS 1.3.2 When I create a phone ticket and type "someone's computer needs blah blah" in the subject and then finish out filling the rest of the ticket and then click on create I get this error message: Error: called with 2 bind variables when 0 are needed, SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (36, 5, 3, '"csheline csheline" <csheline(a)llu.edu>', '', 'normal', '', 'carl\'s computer', '', ?, 'text/plain\; charset=iso-8859-15', ?, 1, 1120157813, current_timestamp, 2, current_timestamp, 2)' So I hit the back button take out the apostrophe and create the ticket no problem. But the error message generated a ticket ID without an article. I delete the ticket ID and everything seems ok. I have 2 questions: 1. Can I use apostrophes at all? 2. Every time I get an error message like the one above will I get data corruption? Thanks, Carl Sheline School of Dentistry Loma Linda University

3 2

Mail Timestamp.
by Tony Saurini 05 Jul '05

05 Jul '05

Hi, I'm working in implementing OTRS for our company and I notied the mails that are getting sent during my tests have a totally whach timeestamp, and I cannot dig up anything in the documentation or the code as to where I can fix this. Anyone have any ideas? - OTRS 1.3.2 - System time of server is dead on, timezone on server has been checked. - Everything seems okay. Timestamp is roughly 8 hours off, give or take a couple minutes. -- -Tony Saurini

2 1

Search "text" field case sensitive?
by Sheline, Carl (LLU) 04 Jul '05

04 Jul '05

In Otrs 1.3.2 full text search field appears to be case sensitive. Any way to fix this?

2 1

RE: [otrs] Using apostrophes in the subject causing problems
by Sheline, Carl (LLU) 04 Jul '05

04 Jul '05

I'm using Postgresql instead of mysql. Would this error have occurred using mysql? It shouldn't matter because sql is sql right? OTRS devs: is mysql the preferred database for otrs? Thanks, Carl -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeremy Blain Sent: Thursday, June 30, 2005 12:18 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Using apostrophes in the subject causing problems This sounds like an sql escaping issue, where placeholders or proper quoting should be used for all the data, but isn't correct. (this is potentially a security issue too) I've filed a bug report about it http://bugs.otrs.org/show_bug.cgi?id=809 Sheline, Carl (LLU) wrote: >I'm using OTRS 1.3.2 > >When I create a phone ticket and type "someone's computer needs blah >blah" in the subject and then finish out filling the rest of the ticket >and then click on create I get this error message: > >Error: called with 2 bind variables when 0 are needed, SQL: 'INSERT >INTO article (ticket_id, article_type_id, article_sender_type_id, >a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, >a_content_type, content_path, valid_id, incoming_time, create_time, >create_by, change_time, change_by) VALUES (36, 5, 3, '"csheline >csheline" <csheline(a)llu.edu>', '', 'normal', '', 'carl\'s computer', >'', ?, 'text/plain\; charset=iso-8859-15', ?, 1, 1120157813, >current_timestamp, 2, current_timestamp, 2)' > > >So I hit the back button take out the apostrophe and create the ticket >no problem. > >But the error message generated a ticket ID without an article. I >delete the ticket ID and everything seems ok. > >I have 2 questions: > >1. Can I use apostrophes at all? > >2. Every time I get an error message like the one above will I get >data corruption? > >Thanks, > >Carl Sheline >School of Dentistry >Loma Linda University >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support oder Consulting für Ihr OTRS System? > > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

2 1

Question about LDAP/AD and using SSL
by Ken Kilgore 01 Jul '05

01 Jul '05

I am running 2.0b2 on Debian using mysql. I have my LDAP/AD connection working. I would like to get it to connect via ssl but am not sure how to set this up. Here is my current config. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=People,dc=example,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'secureUser(a)example.com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; Any help would be greatly appreciated. -- Ken Kilgore ---------------------------------------------- When life hands you lemons just grab the salt and pass the Tequila.

3 2

Errors
by Frank Cases 01 Jul '05

01 Jul '05

Fri Jul 1 12:00:27 2005 error OTRS-CGI-10 Need Template! getting this in system logs and ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: freebsd Time: Fri Jul 1 12:12:13 2005 Traceback (88832): Module: Kernel::Output::HTML::Generic::BlockTemplatePreferences (v1.147.2.1) Line: 205 Module: Kernel::Output::HTML::Generic::BlockTemplatesReplace (v1.147.2.1) Line: 289 Module: Kernel::Output::HTML::Generic::Output (v1.147.2.1) Line: 409 Module: Kernel::Output::HTML::Generic::Output (v1.147.2.1) Line: 622 Module: Kernel::Output::HTML::Generic::Header (v1.147.2.1) Line: 981 Module: Kernel::Modules::AgentZoom::Run (v1.70.2.1) Line: 174 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.73) Line: 637 ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: freebsd Time: Fri Jul 1 12:12:40 2005 Message: Need Template! Can i ask what could be causing this ?

1 0

Export Search result in CSV
by sharif islam 01 Jul '05

01 Jul '05

Hi, I am trying to export the search results (from the agent area) to a file. I need all of the information regarding a ticket that shows up in the result. I tried few things so far. 1. SystemStatsGeneric.pm (Kernel/Module) https://myotrshost/index.pl?Action=SystemStatsGeneric&CSV=1 This had a SQL query __START CODE___ my $CSVFile = 'csv-file'; my $SQLLimit = 5000; #my $SQL = qq|SELECT * FROM system_user|; my $SQL = qq|SELECT * FROM search_profile|; my $Group = 'stats'; ___END CODE__ Can I create my own query here and generate a file. I tried all from search_profile table. But that only has profile_key. I need the body of the article. 2. There was a similar thread few weeks ago. From that I gathered I need to add this piece of code in my Config.pm ___START CODE___ # AgentUtilArticleTreeCSV # export also whole article tree in search result export # (take care of your performance!) # [default: 0] $Self->{AgentUtilArticleTreeCSV} = 1; # AgentUtilCSVData # (used csv data) $Self->{AgentUtilCSVData} = ['TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner', 'UserFirstname','UserLastname','CustomerID','CustomerName','From','Subject', 'AccountedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','TicketFreeText2', 'TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFreeText4','TicketFreeKey5',' TicketFreeText5','TicketFreeKey6','TicketFreeText6','TicketFreeKey7','TicketFreeText7', 'TicketFreeKey8','TicketFreeText8','ArticleTree',''] ____END CODE___ I guess I can add different field names above and get desired output. How can I tell which tables are these fields coming from? And how do I generate the CSV? Can I URL like my other example: https://myotrshost/index.pl?Action=SystemStatsGeneric&CSV=1 Thanks. --Sharif

1 0

Customer queue move
by Simon A. F. Lund 01 Jul '05

01 Jul '05

Hello! Is it possible in the Customer frontend to let the customers change in which queue the ticket is stored? The thing is i need a 'admin-customer' and a 'user-customer' the admin customer should be able to move the ticket from queue "Pre-Support" to queue "Support". And the 'user-customer' should only be able to create tickets in "Pre-Support". Or is there some other way to have a 'admin-customer' who is able to "approve" the 'user-customer' ticket before it goes into the 'support' queue? regards safl

1 0

Set Free Field on Close?
by Cogley, Rick 01 Jul '05

01 Jul '05

Hello List - I'd like to trigger OTRS to put a time stamp in a free field when I close a ticket. Does anyone know if this is possible? Kind Regards, Rick Cogley Tokyo <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp <mailto:rick.cogley@esolia.co.jp> ) Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

1 0

RE: [otrs] <OTRS_TICKET_TicketNumber>
by Cogley, Rick 01 Jul '05

01 Jul '05

FYI, the bug I entered is: http://bugs.otrs.org/show_bug.cgi?id=785 Regards Rick Cogley Tokyo -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Cogley, Rick Sent: Friday, July 01, 2005 10:33 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] <OTRS_TICKET_TicketNumber> I concur and am getting this too. Basically none of the "replacement variables" listed in the setup screen for this work. I submitted a bug report about it for 2.0b2, and am not sure what is and is not supposed to work, since some of the messages coming from OTRS are replacing those variables correctly... Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp) Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marcus Hopwood Sent: Thursday, June 30, 2005 8:24 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] <OTRS_TICKET_TicketNumber> > > I want to include the Ticket Number in an Auto Response. The useable > options shows <OTRS_TICKET_TicketNumber> as the way to do this however when shouldn't this be just <OTRS_TICKET_Number>?? sometimes less is more..... Thanks - that worked - options shown on the relevant page clearly show <OTRS_TICKET_TicketNumber> though. (Apologies to the list for the test message) Marcus _______________________________________________ OTRS mailing list: otrs - 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・ Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] <OTRS_TICKET_TicketNumber>
by Cogley, Rick 01 Jul '05

01 Jul '05

I concur and am getting this too. Basically none of the "replacement variables" listed in the setup screen for this work. I submitted a bug report about it for 2.0b2, and am not sure what is and is not supposed to work, since some of the messages coming from OTRS are replacing those variables correctly... Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley(a)esolia.co.jp) Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com <http://www.esolia.com/> | Japanese: www.esolia.co.jp <http://www.esolia.co.jp/> Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marcus Hopwood Sent: Thursday, June 30, 2005 8:24 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] <OTRS_TICKET_TicketNumber> > > I want to include the Ticket Number in an Auto Response. The useable > options shows <OTRS_TICKET_TicketNumber> as the way to do this however when shouldn't this be just <OTRS_TICKET_Number>?? sometimes less is more..... Thanks - that worked - options shown on the relevant page clearly show <OTRS_TICKET_TicketNumber> though. (Apologies to the list for the test message) Marcus

1 0

Filters and redirects
by Frank Cases 30 Jun '05

30 Jun '05

Basicaly im trying to do this if email is sent to support@ i will autoreply with please use online form at www.xxxxxx/form so i can grab accoundid with it. and tag it to X-username problem is i need to use same email. so basicaly if not X-username then send XX message if there treat as ticket Any help , info ?

1 0

Customer User ticket zoom (1.3.2)
by Kevin Kasner 30 Jun '05

30 Jun '05

Hi all! When a customer logs in to the UI and zooms into an existing ticket, they have the option of attaching a webrequest to the ticket. Unfortunately, the next state of the ticket defaults to Closed-Resolved. This has caused a couple of customers to accidentally close their tickets then wonder why we never got back to them... I looked in the Config.pm and Defaults.pm files but could not find a next ticket state for webrequests that can be used to change the default... Did I miss it, or is there some other way to control this? Thanks!! Kevin

2 2

<OTRS_TICKET_TicketNumber>
by Marcus Hopwood 30 Jun '05

30 Jun '05

Hi, Apologies if this is in the archive - I'm struggling to search it. I want to include the Ticket Number in an Auto Response. The useable options shows <OTRS_TICKET_TicketNumber> as the way to do this however when I try this the response includes the text "<OTRS_TICKET_TicketNumber>" rather than the ticket number. Can anyone suggest where I'm going wrong? (This is a new install of OTRS 2.0.0 beta2). Thanks, Marcus Hopwood Internet Facilitators Ltd

3 4

test
by Marcus Hopwood 30 Jun '05

30 Jun '05

-- Marcus Hopwood, Service Manager Internet Facilitators Ltd Email: marcus(a)internetf.co.uk Tel: +44 (0)161 275 1101 Fax: +44 (0)161 209 8427 Mob: +44 (0)7798 557879

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Réf. : Re: Réf. : Re: [otrs] Can't see tickets sent in a sub-queue
by MDauguet＠interforum.fr 30 Jun '05

30 Jun '05

Christian Schoepplein <christian.schoepplein(a)otrs.de> Envoyé par : otrs-bounces(a)otrs.org 30/06/2005 11:29 Veuillez répondre à "User questions and discussions about OTRS.org" Pour : "User questions and discussions about OTRS.org" <otrs(a)otrs.org> cc : Objet : Re: Réf. : Re: [otrs] Can't see tickets sent in a sub-queue Hello Martin, On Tue, Jun 28, 2005 at 02:50:07PM +0200, MDauguet(a)interforum.fr wrote: > I'm using OTRS 1.3.2 on a RedHat 8.0 distribution. > > To clarify my problem here a simple example: > I have differents queues structured like this: > > *queue1 > -subqueue1.1 > -subqueue1.2 > -subqueue1.3 > -subqueue1.4 > *queue2 > -subqueue2.1 > -subqueue2.2 > > If I create a ticket in the "queue1" or in the "queue2" all is working > correctly. > Whereas if I create (or move by "Change queue") a ticket in the > "queue1.2", in the QueueView, I can see a new ticket arrived in a the > "queue1" but when I click on the "queue1" to see it, no ticket is visible. > > I thinked that if I clicked on the "queue1", it will appear the list of > the tickets send to "queue1", "subqueue1.1", "subqueue1.2", "subqueue1.3" > and "subqueue1.4". Yes, that is the normal behavior. Either you see the tickets in the main queue or a list of the sub queues with the count of new tickets. >Be it seems it shows only "queue1". Have you set any parameters, that some sub queues are only read only? Or are the main and its sub queues all read- and writable for the user? Best regards, Christian ________________________________ I haven't set any parameters about read only. And even in an admin session it doesn't work whereas I have all rights... Best regards, Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ 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

Javascript popup for bulk actions
by Dean Baldwin 30 Jun '05

30 Jun '05

Hi, The following config option used to work in version 1.3.2: $Self->{FrontendBulkFeatureJavaScriptAlert} I have recently upgraded to version 2 beta and this feature seems to have stopped. Clicking on a the check box for a ticket now brings up the javascript popup. Is this config option going to return or is there some other way of turning off the popup. Many thanks, Dean

3 3

How to know who is the Queue Owner?
by Nanditha Guruswamy 30 Jun '05

30 Jun '05

Hello there, Iam a new user of OTRS and my question is: How can I track whick ticket is assigned to whom or who is the Queue owner? Thanks in advance.. Nanditha Guruswamy.

2 1

Installation problem.
by David Chubb 30 Jun '05

30 Jun '05

System Redhat 7.3 installed via RPM. I am having an issue running the Install.pl since I do not have a webbrowser (or any GUI at all) installed on the local machine. I am getting a 403 - Forbidden error when I try and run access it remotely. How can I remove the restriction on having to run this file from the localhost? (for just long enough to get the system installed) --David Chubb Support Technician ======================= VirPack 1715 Pratt Drive Suite 3600 Blacksburg, VA 24060 Phone: 540-961-9160 x58 Cell: 540-449-3308 E-mail: dchubb(a)virpack.com =======================

2 1

Réf. : Re: [otrs] Can't see tickets sent in a sub-queue
by MDauguet＠interforum.fr 30 Jun '05

30 Jun '05

I'm using OTRS 1.3.2 on a RedHat 8.0 distribution. To clarify my problem here a simple example: I have differents queues structured like this: *queue1 -subqueue1.1 -subqueue1.2 -subqueue1.3 -subqueue1.4 *queue2 -subqueue2.1 -subqueue2.2 If I create a ticket in the "queue1" or in the "queue2" all is working correctly. Whereas if I create (or move by "Change queue") a ticket in the "queue1.2", in the QueueView, I can see a new ticket arrived in a the "queue1" but when I click on the "queue1" to see it, no ticket is visible. I thinked that if I clicked on the "queue1", it will appear the list of the tickets send to "queue1", "subqueue1.1", "subqueue1.2", "subqueue1.3" and "subqueue1.4". Be it seems it shows only "queue1". Is it normal or is there an option to activate in the file Config.pm??? Thanks Martin Dauguet Christian Schoepplein <christian.schoepplein(a)otrs.de> Envoyé par : otrs-bounces(a)otrs.org 28/06/2005 13:14 Veuillez répondre à "User questions and discussions about OTRS.org" Pour : "User questions and discussions about OTRS.org" <otrs(a)otrs.org> cc : Objet : Re: [otrs] Can't see tickets sent in a sub-queue -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello Martin, On Mon, Jun 27, 2005 at 12:04:34PM +0200, MDauguet(a)interforum.fr wrote: > When I create a new ticket and that I send it in a sub-queue, I cannot > visualize it in the interface agent whereas it works with a root-queue. > > I can just see in the QueueView that a ticket arrived in this queue. But > when I open this queue, no ticket is visible. > > I checked out all the possible modules or options related to queues. Also > groups and users settings look good. > > Can anyone give me a clue to solve this problem What OTRS version are you using and what is your operating system? What are the logs saying, if you sent a ticket into a sub queue? How do you send ticket into the sub queue? > Martin DAUGUET Best regards, Christian

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RE: [otrs] CSV Export
by Cogley, Rick 29 Jun '05

29 Jun '05

Hi Edgar - I'm just trying to say that it should show both - the more skillful calculated value of what the OTRS system operator would prefer - e.g. the elapsed-time-on-our-side figure - and the total elapsed. That way, you can QC it, going back to the customer and gently point out that the delay "seems to be more on your side..." and still use your preferred number as the default. If you lock it into the one way, there will be customers I assure you that will have a fit insisting to see the total elapsed (or, whatever number; always the one that is not there)! Therefore, you might as well have that option to show the "endpoints" - open, closed and elapsed - as well as your elapsed-time-on-our-side figure. That lets you massage it to fit each situation. Regards, Rick -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Edgar Meij Sent: Wednesday, June 29, 2005 10:18 PM To: otrs(a)otrs.org Subject: Re: [otrs] CSV Export On 6/24/05, Cogley, Rick <rick.cogley(a)esolia.co.jp> wrote: > Thanks Edgar, and it does indeed clarify. > > Since I am on the consulting side, I like your definition no matter > the language ;) - the diagram makes it clear. > > However, some customers might not accept that, so you might want to > add in a calculated / derived field for the elapsed time, should that > be what the client insists on. It really depends on how the contract > is negotiated in the end. People are picky about things like that, but > we would probably show both figures - time on our side, and total elapsed. Hmmm, I don't quite agree. Depends on the viewpoint I guess... If you send a reply to a customer, and that person is out for a coffee/holidays/whatever and replies again, say, a week later, you want that to count as elapsed time as well? That would make things easier to calculate though. > Will the standalone module be able to export to a csv file from the > command line, and if so, can I start testing early? I will feed back > to you what I find. It will be interesting to see if everything in > utf-8 exports correctly. Right now it has a web-based CGI frontend, but if you know the variables you want, you can indeed use the 'perl some_script.pl start_date=01-01-2005 end_date=31-1-2005' syntax. >Best Regards, >Rick Kind regards, Edgar 'An approximate answer to the right question is worth a great deal more than a precise answer to the wrong question' _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

1 0

TODO-List addon for OTRS?
by Fabian Portmann 29 Jun '05

29 Jun '05

Hi list Does anybody know about a TODO-List "Plugin" for OTRS like "FAQ" or "Calendar"? Is such a feature planned? Thanks Fabian

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Re: [otrs] CSV Export
by Edgar Meij 29 Jun '05

29 Jun '05

On 6/24/05, Cogley, Rick <rick.cogley(a)esolia.co.jp> wrote: > Thanks Edgar, and it does indeed clarify. > > Since I am on the consulting side, I like your definition no matter the > language ;) - the diagram makes it clear. > > However, some customers might not accept that, so you might want to add in a > calculated / derived field for the elapsed time, should that be what the > client insists on. It really depends on how the contract is negotiated in > the end. People are picky about things like that, but we would probably show > both figures - time on our side, and total elapsed. Hmmm, I don't quite agree. Depends on the viewpoint I guess... If you send a reply to a customer, and that person is out for a coffee/holidays/whatever and replies again, say, a week later, you want that to count as elapsed time as well? That would make things easier to calculate though. > Will the standalone module be able to export to a csv file from the command > line, and if so, can I start testing early? I will feed back to you what I > find. It will be interesting to see if everything in utf-8 exports > correctly. Right now it has a web-based CGI frontend, but if you know the variables you want, you can indeed use the 'perl some_script.pl start_date=01-01-2005 end_date=31-1-2005' syntax. >Best Regards, >Rick Kind regards, Edgar 'An approximate answer to the right question is worth a great deal more than a precise answer to the wrong question'

1 0

Bcc problems
by Alex Povolotsky 29 Jun '05

29 Jun '05

Hello! I've set up $Self->{'SendmailBcc'}, and encountered two problems. First, I do not need to Bcc: EVERYTHING that OTRS sends; I need to Bcc only manually generated answers. Second, all mails sends twice. No mail loop or something; they have the same Received: path. Can anyone help me with it? -- Alex Povolotsky <tarkhil(a)webmail.sub.ru>

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Customer Web Form - New Ticket Question
by West, Bradley G. 28 Jun '05

28 Jun '05

Is it possible make the Subject a drop-down with the choices I specify rather than a free form text box? I'd like to make the Subject a category or sub-categories for easier searching on a given topic later on. Thanks, Bradley G. West Network/Systems Engineer Spang & Company bwest(a)spang.com <mailto:bwest@spang.com>

1 0

Can't see tickets sent in a sub-queue
by MDauguet＠interforum.fr 28 Jun '05

28 Jun '05

Hi When I create a new ticket and that I send it in a sub-queue, I cannot visualize it in the interface agent whereas it works with a root-queue. I can just see in the QueueView that a ticket arrived in this queue. But when I open this queue, no ticket is visible. I checked out all the possible modules or options related to queues. Also groups and users settings look good. Can anyone give me a clue to solve this problem Regards Martin DAUGUET

2 1

doubled tickets
by viktorija 28 Jun '05

28 Jun '05

Hello, Firstly, thanks for this nice system! Your work is great. I have problem with tickets, i don't know how it happens, but it happens :) If someone writes email to support@, then sometime OTRS gets double this mail with different ticket ID. Where can be a problem? In logs i see: Mon Jun 27 14:30:04 2005 notice OTRS-PM3-10 New Ticket [2005062710000116] created (TicketID=158, ArticleID=327). Mon Jun 27 14:30:04 2005 notice OTRS-PM3-10 Fetched 1 email(s) from otrs(a)test.ru Mon Jun 27 14:30:04 2005 notice OTRS-PM3-10 New Ticket [2005062710000107] created (TicketID=157, ArticleID=326). Mon Jun 27 14:25:01 2005 notice OTRS-PM3-10 Fetched 1 email(s) from otrs(a)test.ru These tickets are the same! Thanks for your help! Viktorija

2 2

Report generator for OTRS?
by Braun Brelin 28 Jun '05

28 Jun '05

Hello, I'm looking for a good reporting tool for OTRS. Basically, I'd like to take ticket data from the otrs MYSQL database and present nice reports and/or graphs. Any ideas? Thanks, Braun Brelin

4 3

Certificate based authentication possible?
by Sven Wilhelm 27 Jun '05

27 Jun '05

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, is it possible to use authentication based on client certificates with otrs? My wish is to have services with single sign on at the end. Cheers Sven -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.5 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFCwEsYqgEefU2megoRAq32AJ4i1tnTPhYvZZRP8jPN5/TSC/9AbACfTtnw CHxvMB4XjOhh+MloCuQIQwY= =XMls -----END PGP SIGNATURE-----

1 0

automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0

automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0

automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0

automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0

automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0

automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0

automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0

automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0

automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0

automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0

automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0

automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0

You don't have permission to access /otrs/index.pl on this server.
by Michael Belz 27 Jun '05

27 Jun '05

Question is about the post-install apache permissions This is something that I believe needs to be added to the main documentation for FreeBSD users, mainly for Jr. Administrators that are not as savvy as Senior Unix guys. : ) I have seen many questions on this topic but nothing very accurate and concrete. Hopefully by many users adding their input to this post "we" can submit this to the OTRS guys. Software and minimum requirements * OS FreeBSD 5.3 everything is updated and current including CVSUP, ports etc. * Web Server Apache 2.0.54 (default user group is www instead of the wwwrun like older versions.) * Database MySQL 5.0.6 * Perl Perl 5.8.6_2 * PHP Mod Php 4-4.3.11_1 CPAN modules I installed all CPAN modules from the CPAN shell, and also from the BSD ports directories everything worked good, and checked out fine! To make sure I ran the following script! I move to the /opt/otrs/bin/ directory and performed the "otrs.checkModules" script, everything is okay except for Net::LDAP which is not required. (If this is please let me know.) **** "$shell" would be replaced by your shell prompt! Check if all needed modules are installed: ------------------------------------------ $shell:~> perl -cw /opt/otrs/bin/cgi-bin/index.pl /opt/otrs/bin/cgi-bin/index.pl syntax OK $shell:~> perl -cw /opt/otrs/bin/PostMaster.pl /opt/otrs/bin/PostMaster.pl syntax OK $shell:~> everything came back just fine with the ok! Create User I created a user named "otrs", his home dir, is located in /opt/otrs Change the webserver user *) Change the webserver user (normaly wwwrun) to the OTRS user (otrs). [...] User wwwrun [...] User otrs [...] ***By default under Apache2 you will have to use the the www user it no longer supports the wwwrun by default any longer. This is to my understanding. Permissions on web server **this may be where my issue lies. QUICK FYI * I use FreeBSD 5.9 which may have some different steps to follow here. * First off whenever I run the ./SetPermissions.sh script I notice that it changes the groups to "Nobody" is this correct for Freebsd? Even when I put in the parameter or www on the script such as :: Documentation example:: bserver with wwwrun user (e. g. SuSE): "SetPermissions.sh /opt/otrs otrs wwwrun" * Keep in mind I change this to the following :: Webserver with www user (FreeBSD) SetPermissions.sh /opt/otrs otrs www * Im not sure if this is correct what I am trying to tell the system is that I want otrs user and www group. After the script is ran it shows otrs as user and nobody as group is this correct? I have also tried this with www user and www groups which is the apache default. * I have ran the script many many times changing between the www user and the otrs user and different groups from otrs, apache, and www, to no avail. I have also performed chgrp -R on all directories to www, and otrs, and nobody and chown -R and chmod -R 755 against all left everything wide open and I still have not permission, changed permissions on everything manually and will not open at all. Finally The error logs say client denied by server???????? When I go to run the index.pl or the installer.pl I get the following::: Forbidden You don't have permission to access /otrs/index.pl on this server. _____ Apache/2.0.54 (FreeBSD) PHP/4.3.11 Server at 192.168.1.238 Port 80 Please help if there is someone that knows anything more!

2 1

RE: [otrs] InnoDB Tables?
by Cogley, Rick 27 Jun '05

27 Jun '05

Thanks Are. It's really good to hear other folks' experiences. Best regards, Rick Cogley Tokyo -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Are Hoel Sent: Monday, June 27, 2005 4:57 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] InnoDB Tables? Hi We changed all the tables to InnoDB to avoid locking issues, and there was no problem with that. It did not give us any big performance gain though. We're still using v 1.2.2, but I don't think the DB layout has changed a whole lot. Best regards Are Hoel Systems Administrator Telio AS - www.telio.no > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Cogley, Rick > Sent: 22. juni 2005 16:04 > To: OTRS User List (otrs(a)otrs.org) > Subject: [otrs] InnoDB Tables? > > Hello - can anyone tell me if I can, and also should, use the InnoDB > tables with OTRS? > If I convert all the tables to this type, will it break? > > Kind Regards, > Rick Cogley > Tokyo > > <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- > Rick Cogley (rick.cogley(a)esolia.co.jp) > > Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside > Japan, remove leading zero-+81-3-5940-6880) > English: www.esolia.com <http://www.esolia.com/> | Japanese: > www.esolia.co.jp <http://www.esolia.co.jp/> > > Bilingual IT solutions and management firm-eSolia. > <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- > > > _______________________________________________ OTRS mailing list: otrs - 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・ Ihr OTRS System? => http://www.otrs.de/

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automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

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automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

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automatische Antwort
by siering＠elpino.de 27 Jun '05

27 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

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RE: [otrs] InnoDB Tables?
by Are Hoel 27 Jun '05

27 Jun '05

Hi We changed all the tables to InnoDB to avoid locking issues, and there was no problem with that. It did not give us any big performance gain though. We're still using v 1.2.2, but I don't think the DB layout has changed a whole lot. Best regards Are Hoel Systems Administrator Telio AS - www.telio.no > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Cogley, Rick > Sent: 22. juni 2005 16:04 > To: OTRS User List (otrs(a)otrs.org) > Subject: [otrs] InnoDB Tables? > > Hello - can anyone tell me if I can, and also should, use the > InnoDB tables with OTRS? > If I convert all the tables to this type, will it break? > > Kind Regards, > Rick Cogley > Tokyo > > <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- > Rick Cogley (rick.cogley(a)esolia.co.jp) > > Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 > (Outside Japan, remove leading zero-+81-3-5940-6880) > English: www.esolia.com <http://www.esolia.com/> | Japanese: > www.esolia.co.jp <http://www.esolia.co.jp/> > > Bilingual IT solutions and management firm-eSolia. > <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- > > >

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automatische Antwort
by siering＠elpino.de 26 Jun '05

26 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

1 0

automatische Antwort
by siering＠elpino.de 26 Jun '05

26 Jun '05

Vielen Dank für Ihre Nachricht. Bis zum 04.07.2005 einschliesslich bin ich nicht im Büro erreichbar. Bis dahin kann ich Ihre Nachricht nicht bearbeiten. Vielen Dank für Ihr Verständnis. Stephan Siering

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