- otrs - OTRS mailing lists

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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Fwd: [otrs] CSV Export
by Edgar Meij 26 Jun '05

26 Jun '05

Srry, sent this just to Rick... :-$ Hi Rick, > This is excellent news, and in my opinion something sorely lacking in OTRS. > Thank you for taking it on. Speaking for my own situation, I would like this > kind of functionality for the 2.0 version, coming in August. Indeed it is, that's why I'm taking it on me :-) > If I may ask, is your development of this a personal endeavor, and, is there > any way I can help or participate, perhaps with a mind on speeding up the > process? I'm keen on this functionality, but I understand it's very tough to > slice time out of already busy days to concentrate on something like this. The whole project started out as an internship for a webhosting company, Hostnet. I'm a last-year student information sciences at the University of Amsterdam, and for my internship I was asked to produce some statistics (and more), mostly out of OTRS. I've created some tailor-made scripts to accomplish this, and now I'm using those to create a more generic module/script. Right now I'm part-time working at the same company, finishing my thesis and in the spare time finishing this project. > Would you be so kind as to let me know what your plans are, and if there is > anything I can help you with or help to support or sponsor? > Please advise. My plan is to get the first stand-alone module done before august, and maybe start on the OTRS module in september. Since the database structure doesn't seem to change much in OTRS 2, chances are the same script will run on that as well. BTW, I'm using MySQL and will not have time to program in PostgreSQL or any other xxxSQL versions. Regarding your offer to help, the most of the 'thinking'-part has already been done. Many thanks to Damir for that. If you read back the thread from the beginning of this year, you'll see *our* definition of reply and resolution times (see the attachment). It's in Dutch, but I think you'll understand the message. Basically, the purple timelines are the times that contribute to the overall resolution times (total time minus the time the ticket was on the client's side). At the moment, I'm attempting to include some more statistical measures. Not just the mean, but also some way of determining the distribution. I'm thinking in terms of standard deviations, variance or the like. Hope this clarifies a few things... Kind regards, Edgar -- 'An approximate answer to the right question is worth a great deal more than a precise answer to the wrong question'

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automatische Antwort
by siering＠elpino.de 25 Jun '05

25 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 25 Jun '05

25 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 25 Jun '05

25 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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A couple of issues
by Guybrush Threepwood 25 Jun '05

25 Jun '05

Hello! I have two questions. THe first one concerns the way OTRS deals with customer data. I wouldn't like to create a username and password for every customer because it would be impractical for me to educate them on how to use otrs. So, how would it be possible to enter customers in the database without creating login information for each? The username and password fields on the customer user creation screen are mandatory and I have to fill them in. Question no.2 concerns the images otrs displays (or not in my case) in the browser. The only problem is I cant see any images in the browser when I use otrs. I checked the properties of the images and found that they reside in the /var/lib/otrs/httpd/htdocs/images/Standard directory. So, I tried setting the permissions of the files in Standard to a+rwx but I still cant see any images when I use otrs. What could be the problem? I am using debian with a 2.2.20 kernel. Apache/1.3.33 MySQL Thanks, Tom. -- The lady on the call box in Monkey Island 2 Guybrush: I'm lost in the Inky Island Jungle in Monkey 2 Lady: Just walk off the edge of the screen

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Apache not starting
by Brian Ronk 23 Jun '05

23 Jun '05

Ok, I know the problem is with my config file for OTRS. Apache2 isn't even running right now, and it's related to this, so hopefully you guys have an idea. I'm going to keep looking in the mean time. Here's my config. Oh, it's modified from the default Debian 3.1 config file: PerlModule Apache::DBI ScriptAlias /otrs/ "/usr/share/otrs/bin/cgi-bin/" Alias /orts-web/ "/usr/share/otrs/var/httpd/htdocs/" Perlrequire /usr/share/otrs/scripts/apache2-perl-startup.pl PerlModule Apache::Reload PerlInitHandler Apache::Reload <Directory /usr/share/otrs/bin/cgi-bin> DirectoryIndex index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders AllowOverride Indexes Order allow,deny Allow from all </Directory> <Directory /usr/share/otrs/var/httpd/htdocs> AllowOverride Indexes DirectoryIndex /otrs/customer.pl Order allow,deny Allow from all </Directory> <Location /otrs> ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders </Location> MaxRequestsPerChild 400 #Endfile Ok, I realized there are some duplicates here, but I also don't underdstand everything in the config files for Apache yet either. Here are the log entries for the last time I tried to restart Apache2: [error] Can't locate Kernel/Config/Defaults.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache2) at Kernel/Config.pm line 113. Begin failed--compilation aborted at Kernel/Config.pm line 113. Compilation failed in require at /usr/share/otrs/scripts/apache2-perl-startup.pl line 27. Begin failed--compilation aborted at /usr/share/otrs/scripts/apache2-perl-startup.pl line 27. Compilation failed in require at (eval 2) line1. [error] Can't load Perl file: /usr/share/otrs/scripts/apache2-perl-startup.pl for server harry:0, exiting... I'm not positive what's going on here. At first I thought it couldn't find the startup.pl file, but it looks like it found it, but couldn't parse it. I have a feeling that the problem might be associated with the @INC, but I'm not positive. Any ideas? -- Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108

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automatische Antwort
by siering＠elpino.de 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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] Otrs mobile phone access
by Hal Berenson 23 Jun '05

23 Jun '05

Huh? Last I checked most cell phones used WAP browsers and can't access normal HTML pages. They use WML instead. Hal Berenson, President PredictableIT Phone: 805-212-1025 ext 101 hberenson(a)predictableit.com Helpdesk: 805-212-1025 ext 1 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: Tuesday, May 24, 2005 1:39 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Otrs mobile phone access Hi Wes! On Mo, Mai 23, 2005 at 08:43:23 -0700, Wes Plate wrote: >Is it or will it be possible to configure OTRS so Agents can access tickets >from the web browsers on mobile phones? Thats possible already. OTRS is a normal web application which cann be accessed via a browser. The browsers of mobile phones should be able to work with the web interface, I know no reason why this shouldn't work. You can even switch to another HTML layout called Lite, so the interface is more concise and more useable with browsers of mobile phones, data traffic is reduced. >Wes Plate Hope that helps, Christian -- ((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/

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automatische Antwort
by siering＠elpino.de 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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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Lite theme graphics
by Wes Plate 23 Jun '05

23 Jun '05

I switched to the Lite theme, but the graphics that are supposed to appear are not appearing. Where can I download the Lite graphics so can I "reinstall" them? I figured I could copy the Standard graphics into a Lite directory, but maybe the Lite graphics are different? In fact, the Lite graphics are missing on the http://demo.otrs.org system as well! Do Lite graphics actually exist? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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automatische Antwort
by siering＠elpino.de 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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] Need help on Apache error after installation
by Nicolas Motte 23 Jun '05

23 Jun '05

Hi I find the error 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> bizarre !!

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automatische Antwort
by siering＠elpino.de 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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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SMTP server requires SSL and authentication
by Sheline, Carl (LLU) 23 Jun '05

23 Jun '05

Our mail server requires SSL and authentication for SMTP. I understand that OTRS supports STMP authentication but I didn't see any option for SSL. What are my options? Or what am I missing? Thanks, Carl Sheline School of Dentistry Loma Linda University

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automatische Antwort
by siering＠elpino.de 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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:Re: [otrs] Need help on Apache error after installation
by Nicolas Motte 23 Jun '05

23 Jun '05

Hello Christian, For my Rights directory i have this : drwxr-xr-x 3 root root 4096 Jun 22 16:27 opt drwxr-xr-x 7 otrs users 4096 Oct 18 2004 otrs drwxr-xr-x 3 root root 4096 Oct 18 2004 bin drwxr-xr-x 10 otrs apache 4096 Oct 18 2004 var drwxr-xr-x 3 root root 4096 Oct 18 2004 cgi-bin -rwxr-xr-x 1 root root 4201 Feb 20 2003 installer.pl drwxr-xr-x 3 otrs apache 4096 Oct 18 2004 htdocs drwxr-xr-x 3 otrs apache 4096 Oct 18 2004 images -rwxr-xr-x 1 otrs apache 589 Jan 10 2002 index.html I try the first time sith \ SetPermissions.sh /opt/otrs otrs apache apache apache an i try like you said SetPermissions.sh /opt/otrs otrs apache users apache but it makes nothing Is it something wrong on the rignts ? On 6/23/05, otrs-request(a)otrs.org <otrs-request(a)otrs.org> wrote: > > 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. automatische Antwort (siering(a)elpino.de) > 2. automatische Antwort (siering(a)elpino.de) > 3. automatische Antwort (siering(a)elpino.de) > 4. Re: automatische Antwort (Volker.Lipper(a)de.mecglobal.com) > 5. Re: Need help on Apache error after installation > (Christian Schoepplein) > 6. automatische Antwort (siering(a)elpino.de) > 7. automatische Antwort (siering(a)elpino.de) > 8. automatische Antwort (siering(a)elpino.de) > 9. Re: "GenericAgent.pl -c db" run by cron - purpose? > (Christian Schoepplein) > 10. RE: "GenericAgent.pl -c db" run by cron - purpose? (Cogley, Rick) > 11. Re: Required feedback (Christian Schoepplein) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 23 Jun 2005 13:14:23 +0200 > From: siering(a)elpino.de > Subject: [otrs] automatische Antwort > To: "userquestionsanddiscussionsaboutotrs.org<http://userquestionsanddiscussionsaboutotrs.org>" > <otrs(a)otrs.org> > Message-ID: <E1DlPf5-0006o4-47(a)d102.x-mailer.de> > Content-Type: text/plain;charset="iso-8859-1" > > > 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 > > > > > ------------------------------ > > Message: 2 > Date: Thu, 23 Jun 2005 13:14:48 +0200 > From: siering(a)elpino.de > Subject: [otrs] automatische Antwort > To: "userquestionsanddiscussionsaboutotrs.org<http://userquestionsanddiscussionsaboutotrs.org>" > <otrs(a)otrs.org> > Message-ID: <E1DlPfU-0002RC-HZ(a)d102.x-mailer.de> > Content-Type: text/plain;charset="iso-8859-1" > > > 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 > > > > > ------------------------------ > > Message: 3 > Date: Thu, 23 Jun 2005 13:15:51 +0200 > From: siering(a)elpino.de > Subject: [otrs] automatische Antwort > To: "userquestionsanddiscussionsaboutotrs.org<http://userquestionsanddiscussionsaboutotrs.org>" > <otrs(a)otrs.org> > Message-ID: <E1DlPgV-0004lu-OL(a)d102.x-mailer.de> > Content-Type: text/plain;charset="iso-8859-1" > > > 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 > > > > > ------------------------------ > > Message: 4 > Date: Thu, 23 Jun 2005 13:21:42 +0200 > From: Volker.Lipper(a)de.mecglobal.com > Subject: Re: [otrs] automatische Antwort > To: "User questions and discussions about OTRS.org <http://OTRS.org>" < > otrs(a)otrs.org> > Message-ID: > < > OFDE2AEC77.A22ACFB8-ONC1257029.003E3620-C1257029.003E3DC4(a)de.mecglobal.com > > > > Content-Type: text/plain; charset="iso-8859-1" > > Guten Tag Oh Walter dieser Liste, > > könnta dem siering(a)elpino.de hier nicht mal den Saft abdrehen? > Dascha lästich mit dem seine Autoantworten. > > ;-)) > > Danke, > > Li > > > > otrs-bounces(a)otrs.org schrieb am 23.06.2005 13:14:48: > > > > > 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 > > > > > > > > _______________________________________________ > > 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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automatische Antwort
by siering＠elpino.de 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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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Making tickets ownerless
by Lara Abel 23 Jun '05

23 Jun '05

Hello, How do you switch a ticket from an owner to having no owner?

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Required feedback
by N.V.Subramanya 23 Jun '05

23 Jun '05

Hi, I am using Otrs 1.3.2 on Linux platform, following are my doubts on it since i am in initial stage of implementation. 1) How do I link OTRS Application to link with Company WebSite. 2) Why the Bulk Action is not working in ver 1.3.2 3) How to Run Cronjob 4) Can we change root@localhost user to other name, will it support Thanks, Subbu -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, June 22, 2005 3:30 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 23, Issue 29 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 subject) (Sheline, Carl (LLU)) 2. RE: CSV Export (Cogley, Rick) 3. RE: CSV Export (Cogley, Rick) 4. Re: Lite theme graphics (Graeme Brough) 5. Re: (no subject) (Graeme Brough) ---------------------------------------------------------------------- Message: 1 Date: Tue, 21 Jun 2005 12:03:37 -0700 From: "Sheline, Carl (LLU)" <csheline(a)llu.edu> Subject: [otrs] (no subject) To: <otrs(a)otrs.org> Message-ID: <4044ABC717128341BB7AC1A4760CAD811741AD(a)dunes.llu.ad.lluahsc.org> Content-Type: text/plain; charset="us-ascii" I have the ldap lookup working for customer data, but when I change the following line: CustomerID => 'mail', To CustomerID => 'uid', Nothing changes in the lookup. The CustomerID is still their email address. I want it to be the ldap uid. Even when I enter something like: CustomerID => 'nothing', It still shows the email address for the CustomerID. I am not using mod_perl. What am I doing wrong? Thanks, Carl Sheline School of Dentistry Loma Linda University ------------------------------ Message: 2 Date: Wed, 22 Jun 2005 05:23:16 +0900 From: "Cogley, Rick" <rick.cogley(a)esolia.co.jp> Subject: RE: [otrs] CSV Export To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> Message-ID: <543763AA321E2747B17E70E6DE14760B017103(a)shikibu.esolia.co.jp> Content-Type: text/plain; charset="iso-8859-1" Thanks Mark - Well, this AM I just did a little experiment, and thought maybe the change time is abstracted in the Ticket::Frontend::SearchCSVData function, by adding a "Changed" to the list of fields. It does not work (probably needless to say). Mark, the "problem" I can see with your solution of using the change_time field is that if someone accidentally changed the state from closed to open and then back, you have a new "resolution time" which might be quite bad for SLA compliance. I guess this is a hairy issue, but a custom field might be best for this, that captures the date/time you put in it and which can be used for customer reports. I want to try to use that change_time field in the CSV export, since that is what my customers are asking for (ability to search and export their tickets as CSV each month). Perhaps the statistics module or API already has this functionality, and perhaps I'll have to do it the way you mention Mark - w/ SQL. However, I wonder does anyone know where the Ticket::Frontend::SearchCSVData function is, physically on the disk? I would like to look at it, but cannot find it in the file called Tickets.pm etc. If anyone knows or has a hint, please let the list know! Thanks! Regards Rick Cogley Tokyo -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mark Croonen Sent: Tuesday, June 21, 2005 11:03 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] CSV Export Hi Rick, > My question is - where does this data come from If you mean the database it comes from the ticket table. > Is it all coming from a single table and can I just add the name of > the field in? Well sort of, all the information is referenced from the ticket table but the actual labels may come from other tables. The field you want is "change_time" Well this is my understanding of it and this is how I calculate resolution times. Firstly I pull information directly from the database using sql because that's what I'm comfortable with but the method below probably works just as well. I pull the following fields 'create_time' 'change_time' and ' ticket_state_id' where it equals 2 (closed successful) or 3 (Closed unsuccessful) (I think). Remember there is no real close time as the ticket is never really closed its state is merely changed to 2 or 3 and if a ticket has a state of 2 or 3 logically the last change date must be the "closed date". Sounds a bit convoluted but I hope it makes sense Well that how I calculate my response times and hope its right otherwise I have a lot reports that need to be redone :-) Mark "Imagination is more important than knowledge, the important thing is to not stop questioning." -- Albert Einstein > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Cogley, Rick > Sent: 21 June 2005 19:59 > To: OTRS User List (otrs(a)otrs.org) > Subject: [otrs] CSV Export > > Hi Everyone - > > In Config.pm, you can add this data to control what CSV data will be > exported from the search function in OTRS. > > # Ticket::Frontend::SearchCSVData > # (used csv data) > $Self->{'Ticket::Frontend::SearchCSVData'} = > 'TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner',' > Us > erFirstname','UserLastname','CustomerID','CustomerName','From','Subject',' > Ac > countedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','Tick > etFr > ee > Text2','TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFree > Text > 4' > ,'TicketFreeKey5','TicketFreeText5','TicketFreeKey6','TicketFreeText6' > ,'Ti > ck > etFreeKey7','TicketFreeText7','TicketFreeKey8','TicketFreeText8','Arti > cleT > re > e','']; > > My question is - where does this data come from and can I get the > ticket's close date as well, so I can calculate the time to close - or > resolution time? Is it all coming from a single table and can I just > add the name of the field in? > > Please advise, and thanks for your help. > > 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|r Ihr OTRS System? > => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f|r Ihr OTRS System? => http://www.otrs.de/ ------------------------------ Message: 3 Date: Wed, 22 Jun 2005 05:54:46 +0900 From: "Cogley, Rick" <rick.cogley(a)esolia.co.jp> Subject: RE: [otrs] CSV Export To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> Message-ID: <543763AA321E2747B17E70E6DE14760B017106(a)shikibu.esolia.co.jp> Content-Type: text/plain; charset="iso-8859-1" Sorry, I'm a bit new to *nix. Grep is my friend. For the benefit of others on the list who may also be wondering how to find the right files, I used: rcogley@myhost:/opt/otrs> grep -r "SearchCSVData" ./* ./Kernel/Config/Files/Ticket.pm: # Ticket::Frontend::SearchCSVData ./Kernel/Config/Files/Ticket.pm: $Self->{'Ticket::Frontend::SearchCSVData'} = ['TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner','U serFirstname','UserLastname','CustomerID','CustomerName','From','Subject','A ccountedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','TicketFre eText2','TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFreeText4 ','TicketFreeKey5','TicketFreeText5','TicketFreeKey6','TicketFreeText6','Tic ketFreeKey7','TicketFreeText7','TicketFreeKey8','TicketFreeText8','ArticleTr ee','']; ./Kernel/Config.pm: # Ticket::Frontend::SearchCSVData ./Kernel/Config.pm: $Self->{'Ticket::Frontend::SearchCSVData'} = ./Kernel/Modules/AgentTicketSearch.pm: @CSVHead = @{$Self->{ConfigObject}->Get('Ticket::Frontend::SearchCSVData')}; ./Kernel/Config.pm~: # Ticket::Frontend::SearchCSVData ./Kernel/Config.pm~: $Self->{'Ticket::Frontend::SearchCSVData'} = This leads me to a couple files I can dig in. * takes backup of files * ;-) Best Regards, Rick Cogley Tokyo -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (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: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Cogley, Rick Sent: Wednesday, June 22, 2005 5:23 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] CSV Export Thanks Mark - Well, this AM I just did a little experiment, and thought maybe the change time is abstracted in the Ticket::Frontend::SearchCSVData function, by adding a "Changed" to the list of fields. It does not work (probably needless to say). Mark, the "problem" I can see with your solution of using the change_time field is that if someone accidentally changed the state from closed to open and then back, you have a new "resolution time" which might be quite bad for SLA compliance. I guess this is a hairy issue, but a custom field might be best for this, that captures the date/time you put in it and which can be used for customer reports. I want to try to use that change_time field in the CSV export, since that is what my customers are asking for (ability to search and export their tickets as CSV each month). Perhaps the statistics module or API already has this functionality, and perhaps I'll have to do it the way you mention Mark - w/ SQL. However, I wonder does anyone know where the Ticket::Frontend::SearchCSVData function is, physically on the disk? I would like to look at it, but cannot find it in the file called Tickets.pm etc. If anyone knows or has a hint, please let the list know! Thanks! Regards Rick Cogley Tokyo -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mark Croonen Sent: Tuesday, June 21, 2005 11:03 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] CSV Export Hi Rick, > My question is - where does this data come from If you mean the database it comes from the ticket table. > Is it all coming from a single table and can I just add the name of > the field in? Well sort of, all the information is referenced from the ticket table but the actual labels may come from other tables. The field you want is "change_time" Well this is my understanding of it and this is how I calculate resolution times. Firstly I pull information directly from the database using sql because that's what I'm comfortable with but the method below probably works just as well. I pull the following fields 'create_time' 'change_time' and ' ticket_state_id' where it equals 2 (closed successful) or 3 (Closed unsuccessful) (I think). Remember there is no real close time as the ticket is never really closed its state is merely changed to 2 or 3 and if a ticket has a state of 2 or 3 logically the last change date must be the "closed date". Sounds a bit convoluted but I hope it makes sense Well that how I calculate my response times and hope its right otherwise I have a lot reports that need to be redone :-) Mark "Imagination is more important than knowledge, the important thing is to not stop questioning." -- Albert Einstein > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Cogley, Rick > Sent: 21 June 2005 19:59 > To: OTRS User List (otrs(a)otrs.org) > Subject: [otrs] CSV Export > > Hi Everyone - > > In Config.pm, you can add this data to control what CSV data will be > exported from the search function in OTRS. > > # Ticket::Frontend::SearchCSVData > # (used csv data) > $Self->{'Ticket::Frontend::SearchCSVData'} = > 'TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner',' > Us > erFirstname','UserLastname','CustomerID','CustomerName','From','Subject',' > Ac > countedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','Tick > etFr > ee > Text2','TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFree > Text > 4' > ,'TicketFreeKey5','TicketFreeText5','TicketFreeKey6','TicketFreeText6' > ,'Ti > ck > etFreeKey7','TicketFreeText7','TicketFreeKey8','TicketFreeText8','Arti > cleT > re > e','']; > > My question is - where does this data come from and can I get the > ticket's close date as well, so I can calculate the time to close - or > resolution time? Is it all coming from a single table and can I just > add the name of the field in? > > Please advise, and thanks for your help. > > 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|r Ihr OTRS System? > => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f|r Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f|r Ihr OTRS System? => http://www.otrs.de/ ------------------------------ Message: 4 Date: Wed, 22 Jun 2005 08:38:51 +0100 From: Graeme Brough <Graeme.Brough(a)Sun.COM> Subject: Re: [otrs] Lite theme graphics To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <42B9158B.9070908(a)Sun.COM> Content-Type: text/plain; charset=us-ascii Hi Wes, I currently use OTRS 1.3.2, so I can only comment for this version. The Lite version does not contain any graphics, as it is provided for use in environments with low bandwidth availability. HTH Graeme Wes Plate wrote: > I switched to the Lite theme, but the graphics that are supposed to appear > are not appearing. Where can I download the Lite graphics so can I > "reinstall" them? > > I figured I could copy the Standard graphics into a Lite directory, but > maybe the Lite graphics are different? > > In fact, the Lite graphics are missing on the http://demo.otrs.org system as > well! Do Lite graphics actually exist? > > -- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ ------------------------------ Message: 5 Date: Wed, 22 Jun 2005 08:45:44 +0100 From: Graeme Brough <Graeme.Brough(a)Sun.COM> Subject: Re: [otrs] (no subject) To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <42B91728.4030901(a)Sun.COM> Content-Type: text/plain; charset=ISO-8859-1 Hello Carl, If the CustomerID is not defined (correctly) it will automatically default to the incoming email address. I defined the CustomerID by parsing the incoming mail for the customer name, as this was always held in a specific place (email generated by webform). This was set up in the PostMaster Filter Modules in Config.pm (also defined in /Kernel/Config/Defaults.pm). HTH, Graeme Sheline, Carl (LLU) wrote: > I have the ldap lookup working for customer data, but when I change the > following line: > > CustomerID => 'mail', > > To > > CustomerID => 'uid', > > > Nothing changes in the lookup. The CustomerID is still their email > address. I want it to be the ldap uid. Even when I enter something > like: > > CustomerID => 'nothing', > > It still shows the email address for the CustomerID. > > I am not using mod_perl. > > What am I doing wrong? > > 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 f|r Ihr OTRS System? > >>http://www.otrs.de/ -- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 23, Issue 29 ************************************ -- No virus found in this incoming message. Checked by AVG Anti-Virus. Version: 7.0.323 / Virus Database: 267.7.10/25 - Release Date: 6/21/2005 -- No virus found in this outgoing message. Checked by AVG Anti-Virus. Version: 7.0.323 / Virus Database: 267.7.10/25 - Release Date: 6/21/2005

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RE: [otrs] "GenericAgent.pl -c db" run by cron - purpose?
by Cogley, Rick 23 Jun '05

23 Jun '05

Right, OK - thanks Christian. The "db" just means "go do what's in the db" which is what we set up ourselves in the GUI. Kind regards, Rick Cogley Tokyo -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (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: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: Thursday, June 23, 2005 8:49 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] "GenericAgent.pl -c db" run by cron - purpose? Hi Rick, On Wed, Jun 22, 2005 at 11:16:51PM +0900, Cogley, Rick wrote: > I read the docs, but am still unclear on what this command being run by > cron is doing: > > $HOME/bin/GenericAgent.pl -c db >> /dev/null > > Could someone kindly shed some light on this? Take a look at the GenricAgent settings in the admin area. There you can setup tasks that are executed automaticly, for example closing tickets that were moved into the spam queue, e.g. This tasks are stored in the DB and the cronjob reads this settings and executes the tasks. Best regards, Christian -- ((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 f・ Ihr OTRS System? => http://www.otrs.de/

1 0

"GenericAgent.pl -c db" run by cron - purpose?
by Cogley, Rick 23 Jun '05

23 Jun '05

My apologies - in text format this time: == Hi - <https://rcogley.user.openhosting.com:10000/cron/edit_cron.cgi?idx=9> I read the docs, but am still unclear on what this command being run by cron is doing: $HOME/bin/GenericAgent.pl -c db >> /dev/null Could someone kindly shed some light on this? Appreciate your help! 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

2 1

automatische Antwort
by siering＠elpino.de 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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

Need help on Apache error after installation
by Nicolas Motte 23 Jun '05

23 Jun '05

Hi, i try to install OTRS but i do not succed because of 403 ERROR ... i have this problem when i want to access to my intranet page : http://intranet.toto.com/otrs/installer.pl read/execute is ok for/opt/otrs/bin/cgi-bin/installer.pl. and i used /opt/otrs/bin/SetPermissions.sh I did follow the installation instruction and i tried a lot of solution for the alias, script alias and directory... I have this 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. Apache/2.0.46 (Red Hat) and in my Apache log : client denied by server configuration: /opt/otrs/bin/cgi-bin/installer.pl I do not understand, i spent a lot of time on many forum and nothing is working yet !!! Can someone help me ??? This is my last httpd.conf from apache : ServerTokens OS ServerRoot "/etc/httpd" PidFile run/httpd.pid Timeout 300 KeepAlive Off MaxKeepAliveRequests 100 KeepAliveTimeout 15 <IfModule prefork.c> StartServers 8 MinSpareServers 5 MaxSpareServers 20 MaxClients 150 MaxRequestsPerChild 1000 </IfModule> <IfModule worker.c> StartServers 2 MaxClients 150 MinSpareThreads 25 MaxSpareThreads 75 ThreadsPerChild 25 MaxRequestsPerChild 0 #ThreadGuardArea off </IfModule> Listen 0.0.0.0:80 <http://0.0.0.0:80> 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 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 unique_id_module modules/mod_unique_id.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 Include conf.d/*.conf User apache Group apache ServerAdmin root@localhost UseCanonicalName Off DocumentRoot /var/www/html/postnuke/html <Directory /> Options FollowSymLinks AllowOverride None </Directory> <Directory "/var/www/html"> Options Indexes FollowSymLinks AllowOverride None Order allow,deny Allow from all </Directory> <IfModule mod_userdir.c> UserDir disable </IfModule> DirectoryIndex index.html index.html.var AccessFileName .htaccess <Files ~ "^\.ht"> Order allow,deny Deny from all </Files> TypesConfig /etc/mime.types DefaultType text/plain <IfModule mod_mime_magic.c> # MIMEMagicFile /usr/share/magic.mime MIMEMagicFile conf/magic </IfModule> nameserver. # HostnameLookups Off ErrorLog logs/error_log LogLevel warn 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 # CustomLog logs/access_log common CustomLog logs/access_log combined CustomLog logs/access_log combined # ServerSignature On Alias /icons/ "/var/www/icons/" <Directory "/var/www/icons"> Options Indexes MultiViews AllowOverride None Order allow,deny Allow from all </Directory> Alias /manual "/var/www/manual" <Directory "/var/www/manual"> Options Indexes FollowSymLinks MultiViews AllowOverride None Order allow,deny Allow from all </Directory> <IfModule mod_dav_fs.c> # Location of the WebDAV lock database. DAVLockDB /var/lib/dav/lockdb </IfModule> # ScriptAlias /cgi-bin/ "/var/www/cgi-bin/" #OTRS Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" <directory /opt/otrs/bin/cgi-bin> allow from all </directory> <Directory "/var/www/cgi-bin"> AllowOverride None Options None Order allow,deny Allow from all </Directory> IndexOptions FancyIndexing VersionSort NameWidth=* 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 /icons/unknown.gif ReadmeName README.html HeaderName HEADER.html IndexIgnore .??* *~ *# HEADER* README* RCS CVS *,v *,t AddEncoding x-compress Z AddEncoding x-gzip gz tgz AddLanguage da .dk AddLanguage nl .nl AddLanguage en .en AddLanguage et .et AddLanguage fr .fr AddLanguage de .de AddLanguage he .he AddLanguage el .el AddLanguage it .it AddLanguage ja .ja AddLanguage pl .po AddLanguage ko .ko AddLanguage pt .pt AddLanguage nn .nn AddLanguage no .no AddLanguage pt-br .pt-br AddLanguage ltz .ltz AddLanguage ca .ca AddLanguage es .es AddLanguage sv .sv AddLanguage cs .cz .cs AddLanguage ru .ru AddLanguage zh-CN .zh-cn AddLanguage zh-TW .zh-tw AddLanguage hr .hr LanguagePriority en da nl et fr de el it ja ko no pl pt pt-br ltz ca es sv tw ForceLanguagePriority Prefer Fallback # # AddDefaultCharset UTF-8 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 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 application/x-tar .tgz AddHandler imap-file map AddHandler type-map var AddOutputFilter INCLUDES .shtml 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> </IfModule> </IfModule> 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 BrowserMatch "Microsoft Data Access Internet Publishing Provider" redirect-carefully BrowserMatch "^WebDrive" redirect-carefully BrowserMatch "^WebDAVFS/1.[012]" redirect-carefully BrowserMatch "^gnome-vfs" redirect-carefully

3 2

automatische Antwort
by siering＠elpino.de 23 Jun '05

23 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

2 1

automatische Antwort
by siering＠elpino.de 23 Jun '05

23 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 23 Jun '05

23 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

RE: [otrs] Problems w/ getting mail from cron
by West, Bradley G. 23 Jun '05

23 Jun '05

Jen, I seem to recall having a similar problem at one time. Did you try running the CRON jobs as your OTRS user? Check out the last line item on the Chapter 14. Cronjobs of the documentation. It indicates to install these as the OTRS user (su otrs). After installing I had to modify the crontab to do what I wanted (/var/spool/cron/) (Fedora Core 3) I hope this helps. :) Bradley G. West Network/Systems Engineer Spang & Company 412-963-5767 direct 412-696-0333 facsimile bwest(a)spang.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of jennyw Sent: Wednesday, June 22, 2005 3:34 PM To: otrs(a)otrs.org Subject: [otrs] Problems w/ getting mail from cron I'm using getmail to download e-mail from a pop server to OTRS. Under Debian (Sarge) it worked great; Under SUSE 9.2, it works from from the command line, but not in cron. It's possible this is related to the cron environment being different than the regular one, but I'm not sure what the important difference is. The error: getmail version 4.3.10 Copyright (C) 1998-2005 Charles Cazabon. Licensed under the GNU GPL version 2. SimplePOP3SSLRetriever:it@example.com@mail.example.com:995: Delivery error (command PostMaster.pl 18129 error (255, fileparse(): need a valid pathname at /opt/otrs/bin/PostMaster.pl line 26 BEGIN failed--compilation aborted at /opt/otrs/bin/PostMaster.pl line 26.)) msg 1/1 (1443 bytes), delivery error (command PostMaster.pl 18129 error (255, fileparse(): need a valid pathname at /opt/otrs/bin/PostMaster.pl line 26 BEGIN failed--compilation aborted at /opt/otrs/bin/PostMaster.pl line 26.)) 1 messages retrieved, 0 skipped Here are the lines in PostMaster.pl: 24: use File::Basename; 25: use FindBin qw($RealBin); 26: use lib dirname($RealBin); I did some testing and it seems like when PostMaster.pl is run from the command-line, the value of $RealBin is what would be expected; when it's run from cron, it's unitialized. Any ideas? Thanks! Jen _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] OTRS - automatic queue creation?
by Cogley, Rick 23 Jun '05

23 Jun '05

Thanks Christian. Yes, I put some of those in a shell script and tried them, but it messed up my db badly and I ended up reinstalling (luckily I am not in production yet.) I am now rather wary of those scripts, since I don't know whether it was my shell script cramming stuff in quickly, or, a bug in the scripts under 2.0b2. If you look at the list archive, you can see later answers of mine to this same thread. My apologies for the confusion I caused. Best Regards, Rick -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (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: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: Thursday, June 23, 2005 7:10 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS - automatic queue creation? Hi Rick, On Thu, Jun 16, 2005 at 02:07:23PM +0900, Cogley, Rick wrote: >Just wondering how I can auto-create queues and system email addresses? Take a look into the "bin" directory of your OTRS installation. There are some otrs.add* scripts. >Can I run the various OTRS perl programs from the command line, and if >so, which one would be used to create queues or system addresses? I think there is no script to create systemaddresses via the commandline :(. >Rick Best regards, Christian -- ((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 f・ Ihr OTRS System? => http://www.otrs.de/

1 0

RE: [otrs] OTRS - FAQ Append vs Overwrite
by Cogley, Rick 23 Jun '05

23 Jun '05

OK - I put it in bugzilla - http://bugs.otrs.org/show_bug.cgi?id=800 Thanks, Rick Cogley Tokyo -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (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: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: Thursday, June 23, 2005 7:04 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS - FAQ Append vs Overwrite Hello Jan and Rick, On Thu, Jun 16, 2005 at 11:28:59AM +0200, Jan Mariën wrote: >On 6/16/05, Cogley, Rick <rick.cogley(a)esolia.co.jp> wrote: >> Just wondering: is there a setting for use in Config.pm that allows >> you to change the default behavior of the FAQ selection process in >> ticket zoom, where you get the popup and choose a FAQ article from >> the list to enter into your ticket response. The default seems to be >> to overwrite the whole ticket response body, which without notice is >> a bit disconcerting if you have written something in the response, >> and think "oh, and I'll add that FAQ article in here too." >> > > >There is probably no way of doing this the config.pm file, but you can >change the code in one of the template files. I looked at the CVS >code, and there it is in otrs/Kernel/Output/HTML/Standard/FAQ.dtl > > >search for: (line 160) > parent.opener.document.compose.Body.value = document.spelling.Body.value > parent.opener.document.compose.Subject.value = >document.spelling.Title.value > >replace with: > parent.opener.document.compose.Body.value = >parent.opener.document.compose.Body.value + >document.spelling.Body.value > >It will add the FAQ item at the end of the original message, and leave >the the subject as it was (to not confuse the customer). It is not >tested, but as it is only a small javascript change. no big doubts >about it ;-) Would you please open a bugreport on this on http://bugs.otrs.org and include the code from above? We'll check it and integrate it into a next release. Thanks a lot for your help :)! Best regards, Christian -- ((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

RE: [otrs] OTRS Ticket Storage Locations
by Cogley, Rick 23 Jun '05

23 Jun '05

Thank you kindly, Christian. That makes it a lot clearer. I assume these settings are in Config.pm, so I will take a look at the templates. Regards Rick Cogley Tokyo -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: Thursday, June 23, 2005 6:59 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS Ticket Storage Locations Hi Rick, On Thu, Jun 16, 2005 at 01:24:54PM +0900, Cogley, Rick wrote: >Sorry, but can someone kindly tell me where in the db and where in the >file system tickets are stored? >I read they are split into their header, and their body, and the body >is what is in the DB. Now I am not so sure where things are. Maybe this short overview helps you ;). OTRS stores every mail (in- and outgoing) as follows: o From, To, Cc, Subject and body o mail attachments o mail 1:1, as received There ar two modules (DB and FS) that store the data from above as follows: Kernel::System::Ticket::ArticleStorageDB: o From, To, Cc, Subject and body -> DB o mail attachments -> DB o mail 1:1, like received -> DB Kernel::System::Ticket::ArticleStorageFS: o From, To, Cc, Subject and body -> DB, because of fulltext search o mail attachments -> FS o mail 1:1 like received -> FS It is possible to switch between the two modules. Each module makes a lookup for the other module. This is needed for example, if the DB module is activated but a attachemnt for is stored in the FS, because the FS module was in use before. Best regards, Christian -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ tech mailing list tech(a)otrs.de http://lists.otrs.org/mailman/listinfo/tech > >Please advise. TIA!! > >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. ><<-<<-<<-<<-<<-<<-<<-<<-<<-<<- > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support oder Consulting f?r Ihr OTRS System? >=> http://www.otrs.de/ -- ((otrs.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 f・ Ihr OTRS System? => http://www.otrs.de/

1 0

OTRS - automatic queue creation?
by Cogley, Rick 23 Jun '05

23 Jun '05

Greetings from Japan - Just wondering how I can auto-create queues and system email addresses? Can I run the various OTRS perl programs from the command line, and if so, which one would be used to create queues or system addresses? And, is there a "--help" switch that says what the perl script expects to be fed as arguments? 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

2 1

automatische Antwort
by siering＠elpino.de 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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

OTRS - FAQ Append vs Overwrite
by Cogley, Rick 23 Jun '05

23 Jun '05

Greetings list - Just wondering: is there a setting for use in Config.pm that allows you to change the default behavior of the FAQ selection process in ticket zoom, where you get the popup and choose a FAQ article from the list to enter into your ticket response. The default seems to be to overwrite the whole ticket response body, which without notice is a bit disconcerting if you have written something in the response, and think "oh, and I'll add that FAQ article in here too." If there was a choice perhaps, it would be more intuitive. OTRS dev guys: any ideas or advice on this? Thanks very much. 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

3 2

OTRS Ticket Storage Locations
by Cogley, Rick 23 Jun '05

23 Jun '05

Hi and greetings from rainy Japan. Sorry, but can someone kindly tell me where in the db and where in the file system tickets are stored? I read they are split into their header, and their body, and the body is what is in the DB. Now I am not so sure where things are. Please advise. TIA!! 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

2 1

automatische Antwort
by siering＠elpino.de 23 Jun '05

23 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 23 Jun '05

23 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 23 Jun '05

23 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

RE: [otrs] Global support software/issutrak or OTRS?
by DRUILHE Matthieu 23 Jun '05

23 Jun '05

I'm using a diferent open source software for inventory Have a look on http://ocsinventory.sourceforge.net/ Cheers Matthieu -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sheline, Carl (LLU) Envoyé : mercredi 22 juin 2005 13:38 À : otrs(a)otrs.org Objet : [otrs] Global support software/issutrak or OTRS? Does anyone have experience with both GSS ( formerly issutrak http://www.thinkgss.com ) and OTRS? Which piece of software supports a better helpdesk implementation? Which would you recommend? GSS supports an inventory modules with an automated collection utility. For those of you using OTRS, how do you handle inventory? Another program or extend OTRS? Thanks for your feedback. Sincerely, 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? =http://www.otrs.de/

1 0

Global support software/issutrak or OTRS?
by Sheline, Carl (LLU) 22 Jun '05

22 Jun '05

Does anyone have experience with both GSS ( formerly issutrak http://www.thinkgss.com ) and OTRS? Which piece of software supports a better helpdesk implementation? Which would you recommend? GSS supports an inventory modules with an automated collection utility. For those of you using OTRS, how do you handle inventory? Another program or extend OTRS? Thanks for your feedback. Sincerely, Carl Sheline School of Dentistry Loma Linda University

1 0

Problems w/ getting mail from cron
by jennyw 22 Jun '05

22 Jun '05

I'm using getmail to download e-mail from a pop server to OTRS. Under Debian (Sarge) it worked great; Under SUSE 9.2, it works from from the command line, but not in cron. It's possible this is related to the cron environment being different than the regular one, but I'm not sure what the important difference is. The error: getmail version 4.3.10 Copyright (C) 1998-2005 Charles Cazabon. Licensed under the GNU GPL version 2. SimplePOP3SSLRetriever:it@example.com@mail.example.com:995: Delivery error (command PostMaster.pl 18129 error (255, fileparse(): need a valid pathname at /opt/otrs/bin/PostMaster.pl line 26 BEGIN failed--compilation aborted at /opt/otrs/bin/PostMaster.pl line 26.)) msg 1/1 (1443 bytes), delivery error (command PostMaster.pl 18129 error (255, fileparse(): need a valid pathname at /opt/otrs/bin/PostMaster.pl line 26 BEGIN failed--compilation aborted at /opt/otrs/bin/PostMaster.pl line 26.)) 1 messages retrieved, 0 skipped Here are the lines in PostMaster.pl: 24: use File::Basename; 25: use FindBin qw($RealBin); 26: use lib dirname($RealBin); I did some testing and it seems like when PostMaster.pl is run from the command-line, the value of $RealBin is what would be expected; when it's run from cron, it's unitialized. Any ideas? Thanks! Jen

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FW: [otrs] You don't have permission to access /otrs/installer.pl on
by Michael Belz 22 Jun '05

22 Jun '05

-----Original Message----- From: Michael Belz [mailto:mbelz@sky-river.com] Sent: Tuesday, June 21, 2005 1:19 PM To: 'otrs(a)otrs.org' Subject: [otrs] You don't have permission to access /otrs/installer.pl on Have you figured this one out yet, let me know

1 0

RE: [otrs] Questions about 2.0
by Patrik Forsberg 22 Jun '05

22 Jun '05

> That said, is there any place where a feature list for OTRS 2.0 is > available? Take a look at 2.0beta1 full announce <http://lists.otrs.org/pipermail/announce/2005/000034.html> and if that doesn't fullfill your requerments of what changes check the CVS changelog :) (link on the same page). Regards, Patrik

1 0

Multiple customers
by Cory Coager 22 Jun '05

22 Jun '05

I have searched for a solution but have not found the answer. I want to authenticate customers from two different Active Directory servers. The ldap servers have different hosts, basedn, uid, searchuserdn and searchuserpw. Anyone know how to set this up in the Config.pm ?

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Questions about 2.0
by Matt Linton 22 Jun '05

22 Jun '05

Greetings, folks! First off, thanks for writing and distributing OTRS for free. It's one of the best support mechanisms I've seen and competes very well with commercial tools. The opensource community doesn't get enough thanks for what it does, and that should be fixed whenever possible! That said, is there any place where a feature list for OTRS 2.0 is available? I'm competing 1.3.x against a commercial tool called 'Footprints' for our support team, and I'd like to know if any of the "Deficiencies" in OTRS vs. Footprints are close to being fixed. Also, one last question: Is there a built in mechanism for automatically adding new customers (IE, emails OTRS hasn't seen before) directly into the customer database, or would I have to write my own? (OR, is there a better way that I just haven't thought of yet?)

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InnoDB Tables?
by Cogley, Rick 22 Jun '05

22 Jun '05

My apologies - in text format this time: == 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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TicketFreeText
by Cogley, Rick 22 Jun '05

22 Jun '05

Hello List - When I use this code in my config.pm, I get free fields allright, but, the "key" part is selectable too (which I don't want) and the default text does not work. === $Self->{"TicketFreeKey1"} = { '' => '-', 'Impact' => 'Impact', }; $Self->{"TicketFreeText1"} = { '' => '-', 'Global' => 'Global', 'National' => 'National', 'Site' => 'Site', 'Department' => 'Department', 'Single User' => 'Single User', }; # default selection (if wanted) $Self->{"TicketFreeText1::DefaultSelection"} = 'Single User'; === Can someone please tell me how I could change the above? Is it the '' => '-', line in TicketFreeKey1 which is causing the Key to be selectable? Also, is there some problem with the way I wrote DefaultSelection? I just want OTRS to choose the Single User selection by default. Please advise, and your help is much appreciated. 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

1 0

MySQL Client - which version by default?
by Cogley, Rick 22 Jun '05

22 Jun '05

Hello everyone - which version of the mysql client does OTRS use by default? Are those libraries built into OTRS, or, does OTRS use some algorithm to determine which client to use? 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

InnoDB Tables?
by Cogley, Rick 22 Jun '05

22 Jun '05

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 <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

"GenericAgent.pl -c db" run by cron - purpose?
by Cogley, Rick 22 Jun '05

22 Jun '05

<https://rcogley.user.openhosting.com:10000/cron/edit_cron.cgi?idx=9> Hi - I read the docs, but am still unclear on what this command being run by cron is doing: $HOME/bin/GenericAgent.pl -c db >> /dev/null Could someone kindly shed some light on this? Appreciate your help! Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- 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] CSV Export
by Cogley, Rick 22 Jun '05

22 Jun '05

Sorry, I'm a bit new to *nix. Grep is my friend. For the benefit of others on the list who may also be wondering how to find the right files, I used: rcogley@myhost:/opt/otrs> grep -r "SearchCSVData" ./* ./Kernel/Config/Files/Ticket.pm: # Ticket::Frontend::SearchCSVData ./Kernel/Config/Files/Ticket.pm: $Self->{'Ticket::Frontend::SearchCSVData'} = ['TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner','U serFirstname','UserLastname','CustomerID','CustomerName','From','Subject','A ccountedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','TicketFre eText2','TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFreeText4 ','TicketFreeKey5','TicketFreeText5','TicketFreeKey6','TicketFreeText6','Tic ketFreeKey7','TicketFreeText7','TicketFreeKey8','TicketFreeText8','ArticleTr ee','']; ./Kernel/Config.pm: # Ticket::Frontend::SearchCSVData ./Kernel/Config.pm: $Self->{'Ticket::Frontend::SearchCSVData'} = ./Kernel/Modules/AgentTicketSearch.pm: @CSVHead = @{$Self->{ConfigObject}->Get('Ticket::Frontend::SearchCSVData')}; ./Kernel/Config.pm~: # Ticket::Frontend::SearchCSVData ./Kernel/Config.pm~: $Self->{'Ticket::Frontend::SearchCSVData'} = This leads me to a couple files I can dig in. * takes backup of files * ;-) Best Regards, Rick Cogley Tokyo -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (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: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Cogley, Rick Sent: Wednesday, June 22, 2005 5:23 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] CSV Export Thanks Mark - Well, this AM I just did a little experiment, and thought maybe the change time is abstracted in the Ticket::Frontend::SearchCSVData function, by adding a "Changed" to the list of fields. It does not work (probably needless to say). Mark, the "problem" I can see with your solution of using the change_time field is that if someone accidentally changed the state from closed to open and then back, you have a new "resolution time" which might be quite bad for SLA compliance. I guess this is a hairy issue, but a custom field might be best for this, that captures the date/time you put in it and which can be used for customer reports. I want to try to use that change_time field in the CSV export, since that is what my customers are asking for (ability to search and export their tickets as CSV each month). Perhaps the statistics module or API already has this functionality, and perhaps I'll have to do it the way you mention Mark - w/ SQL. However, I wonder does anyone know where the Ticket::Frontend::SearchCSVData function is, physically on the disk? I would like to look at it, but cannot find it in the file called Tickets.pm etc. If anyone knows or has a hint, please let the list know! Thanks! Regards Rick Cogley Tokyo -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mark Croonen Sent: Tuesday, June 21, 2005 11:03 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] CSV Export Hi Rick, > My question is - where does this data come from If you mean the database it comes from the ticket table. > Is it all coming from a single table and can I just add the name of > the field in? Well sort of, all the information is referenced from the ticket table but the actual labels may come from other tables. The field you want is "change_time" Well this is my understanding of it and this is how I calculate resolution times. Firstly I pull information directly from the database using sql because that's what I'm comfortable with but the method below probably works just as well. I pull the following fields 'create_time' 'change_time' and ' ticket_state_id' where it equals 2 (closed successful) or 3 (Closed unsuccessful) (I think). Remember there is no real close time as the ticket is never really closed its state is merely changed to 2 or 3 and if a ticket has a state of 2 or 3 logically the last change date must be the "closed date". Sounds a bit convoluted but I hope it makes sense Well that how I calculate my response times and hope its right otherwise I have a lot reports that need to be redone :-) Mark "Imagination is more important than knowledge, the important thing is to not stop questioning." -- Albert Einstein > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Cogley, Rick > Sent: 21 June 2005 19:59 > To: OTRS User List (otrs(a)otrs.org) > Subject: [otrs] CSV Export > > Hi Everyone - > > In Config.pm, you can add this data to control what CSV data will be > exported from the search function in OTRS. > > # Ticket::Frontend::SearchCSVData > # (used csv data) > $Self->{'Ticket::Frontend::SearchCSVData'} = > 'TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner',' > Us > erFirstname','UserLastname','CustomerID','CustomerName','From','Subject',' > Ac > countedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','Tick > etFr > ee > Text2','TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFree > Text > 4' > ,'TicketFreeKey5','TicketFreeText5','TicketFreeKey6','TicketFreeText6' > ,'Ti > ck > etFreeKey7','TicketFreeText7','TicketFreeKey8','TicketFreeText8','Arti > cleT > re > e','']; > > My question is - where does this data come from and can I get the > ticket's close date as well, so I can calculate the time to close - or > resolution time? Is it all coming from a single table and can I just > add the name of the field in? > > Please advise, and thanks for your help. > > 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 für Ihr OTRS System? > => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

2 1

OTRS as virtual reference service/chat
by Peter Mayr 22 Jun '05

22 Jun '05

Hi, OTRS looks like a very nice system, I was wondering if any libraries are using OTRS for virtual reference services? Do you have any experiences? Are there any plans to include chat functions? Thanks in advance for your answers Regards Peter Mayr -- ----------------------------- Peter Mayr hbz, IT-Services Digitale Bibliothek Postfach 270451, 50510 Koeln, Deutschland Telefon +49-221-40075-198, Fax +49-221-40075-190 http://www.hbz-nrw.de

1 0

(no subject)
by Sheline, Carl (LLU) 22 Jun '05

22 Jun '05

I have the ldap lookup working for customer data, but when I change the following line: CustomerID => 'mail', To CustomerID => 'uid', Nothing changes in the lookup. The CustomerID is still their email address. I want it to be the ldap uid. Even when I enter something like: CustomerID => 'nothing', It still shows the email address for the CustomerID. I am not using mod_perl. What am I doing wrong? Thanks, Carl Sheline School of Dentistry Loma Linda University

2 1

RE: [otrs] CSV Export
by Cogley, Rick 21 Jun '05

21 Jun '05

Thanks Mark - Well, this AM I just did a little experiment, and thought maybe the change time is abstracted in the Ticket::Frontend::SearchCSVData function, by adding a "Changed" to the list of fields. It does not work (probably needless to say). Mark, the "problem" I can see with your solution of using the change_time field is that if someone accidentally changed the state from closed to open and then back, you have a new "resolution time" which might be quite bad for SLA compliance. I guess this is a hairy issue, but a custom field might be best for this, that captures the date/time you put in it and which can be used for customer reports. I want to try to use that change_time field in the CSV export, since that is what my customers are asking for (ability to search and export their tickets as CSV each month). Perhaps the statistics module or API already has this functionality, and perhaps I'll have to do it the way you mention Mark - w/ SQL. However, I wonder does anyone know where the Ticket::Frontend::SearchCSVData function is, physically on the disk? I would like to look at it, but cannot find it in the file called Tickets.pm etc. If anyone knows or has a hint, please let the list know! Thanks! Regards Rick Cogley Tokyo -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mark Croonen Sent: Tuesday, June 21, 2005 11:03 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] CSV Export Hi Rick, > My question is - where does this data come from If you mean the database it comes from the ticket table. > Is it all coming from a single table and can I just add the name of > the field in? Well sort of, all the information is referenced from the ticket table but the actual labels may come from other tables. The field you want is "change_time" Well this is my understanding of it and this is how I calculate resolution times. Firstly I pull information directly from the database using sql because that's what I'm comfortable with but the method below probably works just as well. I pull the following fields 'create_time' 'change_time' and ' ticket_state_id' where it equals 2 (closed successful) or 3 (Closed unsuccessful) (I think). Remember there is no real close time as the ticket is never really closed its state is merely changed to 2 or 3 and if a ticket has a state of 2 or 3 logically the last change date must be the "closed date". Sounds a bit convoluted but I hope it makes sense Well that how I calculate my response times and hope its right otherwise I have a lot reports that need to be redone :-) Mark "Imagination is more important than knowledge, the important thing is to not stop questioning." -- Albert Einstein > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Cogley, Rick > Sent: 21 June 2005 19:59 > To: OTRS User List (otrs(a)otrs.org) > Subject: [otrs] CSV Export > > Hi Everyone - > > In Config.pm, you can add this data to control what CSV data will be > exported from the search function in OTRS. > > # Ticket::Frontend::SearchCSVData > # (used csv data) > $Self->{'Ticket::Frontend::SearchCSVData'} = > 'TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner',' > Us > erFirstname','UserLastname','CustomerID','CustomerName','From','Subject',' > Ac > countedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','Tick > etFr > ee > Text2','TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFree > Text > 4' > ,'TicketFreeKey5','TicketFreeText5','TicketFreeKey6','TicketFreeText6' > ,'Ti > ck > etFreeKey7','TicketFreeText7','TicketFreeKey8','TicketFreeText8','Arti > cleT > re > e','']; > > My question is - where does this data come from and can I get the > ticket's close date as well, so I can calculate the time to close - or > resolution time? Is it all coming from a single table and can I just > add the name of the field in? > > Please advise, and thanks for your help. > > 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 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

You don't have permission to access /otrs/installer.pl on this server
by Ivan De Masi 21 Jun '05

21 Jun '05

Hello, I tried to install OTRS 1.2.4 on a SuSE Linux 9.2 . When I want to run the setup on http://localhost/otrs/installer.pl I get the error message: "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 checked the error log of apache2 and it says: "client denied by server configuration: /opt/otrs/bin/cgi-bin/index.pl" What can I do? What/where do I have to change something? Thanks! Regards, Ivan

1 0

CSV Export
by Cogley, Rick 21 Jun '05

21 Jun '05

Hi Everyone - In Config.pm, you can add this data to control what CSV data will be exported from the search function in OTRS. # Ticket::Frontend::SearchCSVData # (used csv data) $Self->{'Ticket::Frontend::SearchCSVData'} = 'TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner','Us erFirstname','UserLastname','CustomerID','CustomerName','From','Subject','Ac countedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','TicketFree Text2','TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFreeText4' ,'TicketFreeKey5','TicketFreeText5','TicketFreeKey6','TicketFreeText6','Tick etFreeKey7','TicketFreeText7','TicketFreeKey8','TicketFreeText8','ArticleTre e','']; My question is - where does this data come from and can I get the ticket's close date as well, so I can calculate the time to close - or resolution time? Is it all coming from a single table and can I just add the name of the field in? Please advise, and thanks for your help. 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

2 1

RE: [otrs] Reporting / .csv files
by Cogley, Rick 21 Jun '05

21 Jun '05

Yes, this is great info - thank you. I reported this as a bug, since they were all bunched up in the left column. I guess on other systems, the default delimiter is a semi colon. Best Regards, Rick -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (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: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Richard Hamson Sent: Tuesday, June 21, 2005 7:27 PM To: otrs(a)otrs.org Subject: RE: [otrs] Reporting / .csv files Mark, Many thanks for that - i think that is the easiest way to go. Rich >From: "Mark Croonen" <mark(a)xrar.com> >Reply-To: "User questions and discussions about OTRS.org" ><otrs(a)otrs.org> >To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> >Subject: RE: [otrs] Reporting / .csv files >Date: Tue, 21 Jun 2005 07:20:17 +0800 > >Hi Richard, > >What I do is simply use the import external data function in Excel >which is under the data menu. Import the csv files as is but specify >that the delimiter is a semi colon instead of a comma. This does the >job and it is better than modifying the code, well IMHO it is. > >Regards >Mark > > > >"Imagination is more important than knowledge, the important thing is >to not stop questioning." -- Albert Einstein > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > > Of Richard Hamson > > Sent: 21 June 2005 00:28 > > To: otrs(a)otrs.org > > Subject: [otrs] Reporting / .csv files > > > > Hello, > > > > I am currently looking into setting up reports by exporting .csv > > file >out > > of > > OTRS. Unfortunately the .csv files are coming out with ; instead of > > , between the columns of data thus Excel (in this case) is putting > > all of the information in one column. > > > > Does anyone know where to amend the syntax so that , are used and not ;? > > > > Regards > > > > Richard > > > > _________________________________________________________________ > > Want to block unwanted pop-ups? Download the free MSN Toolbar now! > > http://toolbar.msn.co.uk/ > > > > _______________________________________________ > > 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/ > > >_______________________________________________ >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/ _________________________________________________________________ Be the first to hear what's new at MSN - sign up to our free newsletters! http://www.msn.co.uk/newsletters _______________________________________________ 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: Message: Need SystemAddressID!
by Philippe Roth 20 Jun '05

20 Jun '05

>Date: Fri, 17 Jun 2005 12:39:39 +0200 >From: Christian Schoepplein <christian.schoepplein(a)otrs.de> >Subject: Re: [otrs] RE: otrs Digest, Vol 23, Issue 20 >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Message-ID: <20050617103938.GD4664(a)jvc-schoeppi.schoeppi.net> >Content-Type: text/plain; charset=us-ascii; x-action=pgp-signed > >Hi Philippe, > >On Fri, Jun 17, 2005 at 10:33:49AM +0200, Philippe Roth wrote: >>I did it with your scripts, which I find good, and got the same result : >>Erreur: Need SystemAddressID! >>when trying to modify any option of any queue (name, subqueue, group, >>options and so on...). >> >>This should meen that the backups are OK, but the database is >>corrupted... > >I'm not sure about that yet. > >Please could you send me the apache errror logs, after the error has occured again? In the logs there is more about the >error and the involved modules and routines of OTRS. > >Best regrads, >Christian > Dear Christian, Thank you for your message. Here are the Apache's error_log after 1) Making a queue a sub queue of an other 2) Defining a queue as invalid. Many thanks in advance for your help, Philippe # cat error_log [Mon Jun 20 08:27:16 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK [Mon Jun 20 08:27:16 2005] [notice] LDAP: SSL support unavailable [Mon Jun 20 08:27:17 2005] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Mon Jun 20 08:27:31 2005] [notice] Digest: generating secret for digest authentication ... [Mon Jun 20 08:27:31 2005] [notice] Digest: done [Mon Jun 20 08:27:31 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK [Mon Jun 20 08:27:31 2005] [notice] LDAP: SSL support unavailable [Mon Jun 20 08:27:32 2005] [notice] Apache/2.0.51 (Fedora) configured -- resuming normal operations ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Mon Jun 20 08:28:55 2005 Message: Need SystemAddressID! Traceback (18360): Module: Kernel::System::Queue::QueueUpdate (v1.45) Line: 800 Module: Kernel::Modules::AdminQueue::Run (v1.18) Line: 127 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 638 Module: (eval) (v1.73) Line: 184 Module: ModPerl::RegistryCooker::run (v1.73) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 152 Module: ModPerl::Registry::handler (v1.99) Line: 16 ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Mon Jun 20 08:29:37 2005 Message: Need SystemAddressID! Traceback (18356): Module: Kernel::System::Queue::QueueUpdate (v1.45) Line: 800 Module: Kernel::Modules::AdminQueue::Run (v1.18) Line: 127 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 638 Module: (eval) (v1.73) Line: 184 Module: ModPerl::RegistryCooker::run (v1.73) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 152 Module: ModPerl::Registry::handler (v1.99) Line: 16

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Problems Installing OTRS in Fedora Core 4
by Edgar Filipe Rosa Durão 19 Jun '05

19 Jun '05

Hello, i've been wondering myself if someone had problems installing OTRS in Fedora Core 4. I've tryed on two diferent machines and obtained the same problems. I think the problem is about compatibility with the perl version on FC4. After installing the rpm in FC4 you could see thar that httpd service fails in the restart process when it starts, showing the following in the logs: [Sun Jun 19 23:15:26 2005] [error] Can't locate Apache/Reload.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 83) line 3.\n [Sun Jun 19 23:15:26 2005] [error] Can't load Perl module Apache::Reload for server machine.name.pt:0, exiting... I think the problem is in perl, but i'm no such an expert on ther. After checking in /usr/lib/perl5/5.8.6/i386-linux-thread-multi/Apache there is no module Reload.pm in Apache modules folder, but in folder Apache2 is. Ok "modding" /etc/httpd/conf.d/otrs.conf and setting to the following : PerlModule Apache2::Reload PerlInitHandler Apache2::Reload solves half the problem but i can't go further with the install... only if i trick the system an put Apache2 modules in Apache module folder. I can startit but i experience random behaviour in OTRS. Pressing for example the Queue icon gives to me many different results: For example: Enters the admin Sees queue 1 Shows a Ticket Shows Zoomed Tickets... Is the problem with perl? Can anyone help solving this? I'm not a good expert on it. In Fedora Core 3 it has no problems until now. ~ Had tested with 1.3.2.1-01 and 2.0.0-beta2 in FC4 and stills happens the same. Regards, Edgar Durão

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RE: OTRS - automatic queue creation?
by Cogley, Rick 18 Jun '05

18 Jun '05

As a followup, I tried deleting all of the recent entries in the various tables, but never did get it working again. I ended up deleting and recreating my db. Luckily there was nothing in it. All I can say is be careful of automation. Seems like the safest thing is to simply use the GUI unless you really, really know what you are doing. It seems it is not a trivial matter to simply go into the db via phpmyadmin, or something, and delete a queue or ticket. Best Regards, Rick -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (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: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> -----Original Message----- From: Cogley, Rick Sent: Friday, June 17, 2005 10:50 PM To: 'OTRS User List (otrs(a)otrs.org)' Subject: RE: OTRS - automatic queue creation? Hello List - It now seems like this was a bad idea. I can't access the queues I made this way correctly, so, something went wrong. My apologies for "counting my chickens before they hatch." Best Regards, Rick -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (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: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> -----Original Message----- From: Cogley, Rick Sent: Friday, June 17, 2005 5:30 PM To: 'OTRS User List (otrs(a)otrs.org)' Subject: RE: OTRS - automatic queue creation? Hello List, from Japan - OTRS includes some scripts already in the bin directory that help with creating things from the command line. The otrs.addQueue script that comes with OTRS is smart - thanks guys! If you tell it the queuename is PARENT::CHILD, it goes and creates the queue called CHILD and puts it under PARENT. Very cool. Here's a (too) simple shell script that makes a group, then queues starting with the same name. Thanks go to Martin for his good backup.sh script, which I used as the base to start this one. Actually, for my OTRS 2.0b2, I get errors when I execute this, but the queues are created correctly. ==========Start======== #!/bin/sh # -- # queuemaker.sh - a queue and group making script for OTRS. echo "queuemaker.sh - <\$Revision: 0.1 $>" # parse user input while getopts "b:c:" Option do case $Option in b) # otrs bin loc OTRS_BIN=$OPTARG ;; c) # company name COMP_NAME=$OPTARG ;; esac done shift $(($OPTIND - 1)) if [ "x${OTRS_BIN}" == "x" ] || [ "x${COMP_NAME}" == "x" ]; then echo "" echo "Usage: queuemaker.sh -b path/bin -c Short_Name_For_Company " echo "" echo " Try: queuemaker.sh -b /opt/otrs/bin -c YOURCO" echo "" exit 1 fi # make group and queues `${OTRS_BIN}/otrs.addGroup -n ${COMP_NAME}` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}::Support` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}::Projects` exit 0 ==========End============ If you know a better or more skillful way, please respond, since I know my code has got to be pretty weak. Cheers, Rick Cogley Tokyo -----Original Message----- From: Cogley, Rick Sent: Thursday, June 16, 2005 2:07 PM To: OTRS User List (otrs(a)otrs.org) Subject: OTRS - automatic queue creation? Greetings from Japan - Just wondering how I can auto-create queues and system email addresses? Can I run the various OTRS perl programs from the command line, and if so, which one would be used to create queues or system addresses? And, is there a "--help" switch that says what the perl script expects to be fed as arguments? Kind Regards, Rick

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Permissions help me
by Jürgen Brings 17 Jun '05

17 Jun '05

Hi René Refer below: Multi Group This is an example setup for one company with a helpdesk, sales and billing department. Each department should not see tickets of the other department. This means nobody from helpdesk should have access to the billing tickets. Nobody the one department can access to a queue of the others. Add the following to Kernel/Config.pm # ChangeOwnerToEveryone -> useful for ASP # (Possible to change owner of ticket ot everyone) [0|1] $Self->{ChangeOwnerToEveryone} = 0; # ShowCustomerSelection # (show customer selection in phone and change customer view # - disable this for ASP!) [0|1] $Self->{ShowCustomerSelection} = 0; System email addresses (1/2): You need to add new system email addresses for each department (e. g. helpdesk(a)example.com, sales(a)example.com and billing(a)example.com) Note: You can't set the right queue because you need to create the queue at first - this will be done later. Groups: Add a new group for each department. In our case add a group helpdesk, sales and billing. Queue: Add queue for each department (take care of the naming - e. g. group-topic). In our case add queue helpdesk-raw, helpdesk-products, sales-raw, sales-products, billing-raw and billing-claim and set the group of each queue to the right. System email addresses (2/2): Update your new system email addresses (e. g. helpdesk(a)example.com, sales(a)example.com and billing(a)example.com) with the right queue. Note: Of course you need to make sure that the added system email addresses are routed into your system (e. g. via admin inerface -=> POP3 accounts - see chapter "Receiving emails") User: Add the users and put each user into the wanted group. Means sales users to the sales group, helpdesk users to the helpdesk group and billing users to the billing group. Note: If you add one user of the departments to the admin group, then the user can change all settings of the system. Means the user can also add/modify user/response/... of the other groups. -=> Normally this admin changes should be done by an admin. Your multi group setup is ready. Hope this helps. Jürgen

1 0

WG: Filemanager for OTRS 2.0.0 beta2 Installation Issue - Windows Implmentation
by Jürgen Brings 17 Jun '05

17 Jun '05

Anyone have any idea if the filemanager module works on a windows implmentation and how to go about it? I have this version <?xml version="1.0" encoding="utf-8" ?> <otrs_package version="1.0"> <Name>FileManager</Name> <Version>1.1.3</Version> <Vendor>OTRS GmbH</Vendor> <URL>http://otrs.org/</URL> <License>GNU GENERAL PUBLIC LICENSE Version 2, June 1991</License> <ChangeLog>2005-06-12 added check if root exists</ChangeLog> <ChangeLog>2005-06-12 added xml config file</ChangeLog> <ChangeLog>2005-02-22 fixed css</ChangeLog> <ChangeLog>2004-12-02 added change log</ChangeLog> <ChangeLog>2004-12-02 v1.1 New package</ChangeLog> <Description Lang="en">A web file system manager with download/upload option.</Description> <Description Lang="de">Ein Web Datei Manager mit download/upload moeglichkeit.</Description> <Framework>2.0.0</Framework> <BuildDate>2005-06-12 22:18:11</BuildDate> Etc,etc Tried installing using the package manager in the web interface. Gave me the following error message: ERROR: OTRS-CGI-10 Perl: 5.8.7 OS: MSWin32 Time: Fri Jun 17 22:15:53 2005 Message: Sorry, can't install package, because package is not for your Framework!! Traceback (3120): Module: Kernel::System::Package::PackageInstall (v1.30) Line: 465 Module: Kernel::Modules::AdminPackageManager::Run (v1.16) Line: 318 Module: Kernel::System::Web::InterfaceAgent::Run (v1.6) Line: 687 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_otrs_otrs_bin_cgi_2dbin_index_2epl::h andler (v) Line: 48 Module: (eval) (v1.80) Line: 184 Module: ModPerl::RegistryCooker::run (v1.80) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 154 Module: ModPerl::Registry::handler (v1.99) Line: 16 Please help. Thanks Jürgen

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Filemanager for OTRS 2.0.0 beta2 Installation Issue - Windows Implmentation
by Jürgen Brings 17 Jun '05

17 Jun '05

Anyone have any idea if the filemanager module works on a windows implmentation and how to go about it? Would appreciate any help. Thanks Jürgen

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Upgraded system and now OTRS causes a segfault in apache
by Des Quinn 17 Jun '05

17 Jun '05

Hi, I was using a RH9 based distribution with Apache 2 (httpd-2.0.40-24) and mysql 3 (mysql-3.23.58-1.9) but decided to upgrade to the latest version of the distribution which is based on Fedora Core 2 (kernel 2.6.9.10). This uses apache 2 (httpd-2.0.51-3.0.cc) and mysql 4 (mysql-server-4.1.8-1.cc). Old perl version was 5.8 and new perl version is 5.8.3 and is located in /usr/bin/perl. Otrs version is 1.31 at the moment but I do not want to upgrade to 1.32 unless that is going to make sense in my current situation. This is th eonly web based application on the box that has failed to work after the upgrade. I have other php based web applications that can access the database without issue, and the websites located on the box are not showing any issues. It is only OTRS that seems to have an issue that results in an apache child process seg faulting. This occurs when I try to access the logon page, either customer or agent and sometimes I dont even get the logon page displaying. When I start the otrs service its checks complete ok although I did have to set OTRS_DB_RUNNING=0 in /etc/sysconfig/otrs. The log shows the connection being authorised when I enter my details into the logon fields but then it just goes to a 404 page. Setting apaches log level to debug does not seem to produce any more information. Having looked through this thread "Segmentation fault (Apache 1.3 & 2) when trying to login to OTRS" on the mailing list which appears to be very similar, but I dont get any further by following its suggestions. I do not get any error message when starting via apachectl. Perl:DBI is perl-DBI-1.40-4. Can anyone give me a direction to follow as I am at a loss. regards Des Quinn

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RE: OTRS - automatic queue creation?
by Cogley, Rick 17 Jun '05

17 Jun '05

Hello List - It now seems like this was a bad idea. I can't access the queues I made this way correctly, so, something went wrong. My apologies for "counting my chickens before they hatch." Best Regards, Rick -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (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: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> -----Original Message----- From: Cogley, Rick Sent: Friday, June 17, 2005 5:30 PM To: 'OTRS User List (otrs(a)otrs.org)' Subject: RE: OTRS - automatic queue creation? Hello List, from Japan - OTRS includes some scripts already in the bin directory that help with creating things from the command line. The otrs.addQueue script that comes with OTRS is smart - thanks guys! If you tell it the queuename is PARENT::CHILD, it goes and creates the queue called CHILD and puts it under PARENT. Very cool. Here's a (too) simple shell script that makes a group, then queues starting with the same name. Thanks go to Martin for his good backup.sh script, which I used as the base to start this one. Actually, for my OTRS 2.0b2, I get errors when I execute this, but the queues are created correctly. ==========Start======== #!/bin/sh # -- # queuemaker.sh - a queue and group making script for OTRS. echo "queuemaker.sh - <\$Revision: 0.1 $>" # parse user input while getopts "b:c:" Option do case $Option in b) # otrs bin loc OTRS_BIN=$OPTARG ;; c) # company name COMP_NAME=$OPTARG ;; esac done shift $(($OPTIND - 1)) if [ "x${OTRS_BIN}" == "x" ] || [ "x${COMP_NAME}" == "x" ]; then echo "" echo "Usage: queuemaker.sh -b path/bin -c Short_Name_For_Company " echo "" echo " Try: queuemaker.sh -b /opt/otrs/bin -c YOURCO" echo "" exit 1 fi # make group and queues `${OTRS_BIN}/otrs.addGroup -n ${COMP_NAME}` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}::Support` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}::Projects` exit 0 ==========End============ If you know a better or more skillful way, please respond, since I know my code has got to be pretty weak. Cheers, Rick Cogley Tokyo -----Original Message----- From: Cogley, Rick Sent: Thursday, June 16, 2005 2:07 PM To: OTRS User List (otrs(a)otrs.org) Subject: OTRS - automatic queue creation? Greetings from Japan - Just wondering how I can auto-create queues and system email addresses? Can I run the various OTRS perl programs from the command line, and if so, which one would be used to create queues or system addresses? And, is there a "--help" switch that says what the perl script expects to be fed as arguments? Kind Regards, Rick

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RE: otrs Digest, Vol 23, Issue 20
by Philippe Roth 17 Jun '05

17 Jun '05

Dear Christian, I did it with your scripts, which I find good, and got the same result : Erreur: Need SystemAddressID! when trying to modify any option of any queue (name, subqueue, group, options and so on...). This should meen that the backups are OK, but the database is corrupted... What this message meens? How could I repair this problem? Many thanks in advance for any light, Philippe Roth >Date: Thu, 16 Jun 2005 18:03:55 +0200 >From: Christian Schoepplein <christian.schoepplein(a)otrs.de> >Subject: Re: [otrs] Please need HELP... >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Message-ID: <20050616160353.GB10078(a)jvc-schoeppi.schoeppi.net> >Content-Type: text/plain; charset="us-ascii" > >Hi Phillippe, > >On Thu, Jun 16, 2005 at 05:17:16PM +0200, Philippe Roth wrote: >>I think our database is corrupted {:o( >> >>Maybe the problem is the way I make the dumps... I use mysqldump >>--add-drop-table -u root -p otrs > otrs.bkp > >Take a look into the scripts directory in your otrs installation. There >you'll find a backupscript called backup.sh. And there is also a >restore.sh script. > >Best regards, >Christian

2 1

OTRS 2.0b2 - Queue Management "Sign Key"
by Cogley, Rick 17 Jun '05

17 Jun '05

Hello and greetings from Japan - In OTRS 2.0b2, queue management screen, there is a "sign key" selection. Is this related to the new SMIME or PGP admin options? Also, if I set up SMIME and/or PGP, does the recipient have to be set up some how as well? Are these a way to prove that the mail came from my OTRS? Appreciate any help on this - TIA!! 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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RE: [otrs] OTRS - FAQ Append vs Overwrite
by Cogley, Rick 17 Jun '05

17 Jun '05

I tested this - works perfect! Thanks! Cheers, Rick -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jan Marien Sent: Thursday, June 16, 2005 6:29 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS - FAQ Append vs Overwrite On 6/16/05, Cogley, Rick <rick.cogley(a)esolia.co.jp> wrote: > Greetings list - > > Just wondering: is there a setting for use in Config.pm that allows > you to change the default behavior of the FAQ selection process in > ticket zoom, where you get the popup and choose a FAQ article from the > list to enter into your ticket response. The default seems to be to > overwrite the whole ticket response body, which without notice is a > bit disconcerting if you have written something in the response, and > think "oh, and I'll add that FAQ article in here too." > There is probably no way of doing this the config.pm file, but you can change the code in one of the template files. I looked at the CVS code, and there it is in otrs/Kernel/Output/HTML/Standard/FAQ.dtl search for: (line 160) parent.opener.document.compose.Body.value = document.spelling.Body.value parent.opener.document.compose.Subject.value = document.spelling.Title.value replace with: parent.opener.document.compose.Body.value = parent.opener.document.compose.Body.value + document.spelling.Body.value It will add the FAQ item at the end of the original message, and leave the the subject as it was (to not confuse the customer). It is not tested, but as it is only a small javascript change. no big doubts about it ;-) Greetings, Jan Marien _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] RE: OTRS - automatic queue creation?
by Cogley, Rick 17 Jun '05

17 Jun '05

Also - does anyone know of a way to create system addresses from the shell? Perhaps it could be added to this script... Cheers, Rick -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Cogley, Rick Sent: Friday, June 17, 2005 5:30 PM To: 'OTRS User List (otrs(a)otrs.org)' Subject: [otrs] RE: OTRS - automatic queue creation? Hello List, from Japan - OTRS includes some scripts already in the bin directory that help with creating things from the command line. The otrs.addQueue script that comes with OTRS is smart - thanks guys! If you tell it the queuename is PARENT::CHILD, it goes and creates the queue called CHILD and puts it under PARENT. Very cool. Here's a (too) simple shell script that makes a group, then queues starting with the same name. Thanks go to Martin for his good backup.sh script, which I used as the base to start this one. Actually, for my OTRS 2.0b2, I get errors when I execute this, but the queues are created correctly. ==========Start======== #!/bin/sh # -- # queuemaker.sh - a queue and group making script for OTRS. echo "queuemaker.sh - <\$Revision: 0.1 $>" # parse user input while getopts "b:c:" Option do case $Option in b) # otrs bin loc OTRS_BIN=$OPTARG ;; c) # company name COMP_NAME=$OPTARG ;; esac done shift $(($OPTIND - 1)) if [ "x${OTRS_BIN}" == "x" ] || [ "x${COMP_NAME}" == "x" ]; then echo "" echo "Usage: queuemaker.sh -b path/bin -c Short_Name_For_Company " echo "" echo " Try: queuemaker.sh -b /opt/otrs/bin -c YOURCO" echo "" exit 1 fi # make group and queues `${OTRS_BIN}/otrs.addGroup -n ${COMP_NAME}` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}::Support` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}::Projects` exit 0 ==========End============ If you know a better or more skillful way, please respond, since I know my code has got to be pretty weak. Cheers, Rick Cogley Tokyo -----Original Message----- From: Cogley, Rick Sent: Thursday, June 16, 2005 2:07 PM To: OTRS User List (otrs(a)otrs.org) Subject: OTRS - automatic queue creation? Greetings from Japan - Just wondering how I can auto-create queues and system email addresses? Can I run the various OTRS perl programs from the command line, and if so, which one would be used to create queues or system addresses? And, is there a "--help" switch that says what the perl script expects to be fed as arguments? Kind Regards, Rick _______________________________________________ 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 - automatic queue creation?
by Cogley, Rick 17 Jun '05

17 Jun '05

Hello List, from Japan - OTRS includes some scripts already in the bin directory that help with creating things from the command line. The otrs.addQueue script that comes with OTRS is smart - thanks guys! If you tell it the queuename is PARENT::CHILD, it goes and creates the queue called CHILD and puts it under PARENT. Very cool. Here's a (too) simple shell script that makes a group, then queues starting with the same name. Thanks go to Martin for his good backup.sh script, which I used as the base to start this one. Actually, for my OTRS 2.0b2, I get errors when I execute this, but the queues are created correctly. ==========Start======== #!/bin/sh # -- # queuemaker.sh - a queue and group making script for OTRS. echo "queuemaker.sh - <\$Revision: 0.1 $>" # parse user input while getopts "b:c:" Option do case $Option in b) # otrs bin loc OTRS_BIN=$OPTARG ;; c) # company name COMP_NAME=$OPTARG ;; esac done shift $(($OPTIND - 1)) if [ "x${OTRS_BIN}" == "x" ] || [ "x${COMP_NAME}" == "x" ]; then echo "" echo "Usage: queuemaker.sh -b path/bin -c Short_Name_For_Company " echo "" echo " Try: queuemaker.sh -b /opt/otrs/bin -c YOURCO" echo "" exit 1 fi # make group and queues `${OTRS_BIN}/otrs.addGroup -n ${COMP_NAME}` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}::Support` `${OTRS_BIN}/otrs.addQueue -g ${COMP_NAME} ${COMP_NAME}::Projects` exit 0 ==========End============ If you know a better or more skillful way, please respond, since I know my code has got to be pretty weak. Cheers, Rick Cogley Tokyo -----Original Message----- From: Cogley, Rick Sent: Thursday, June 16, 2005 2:07 PM To: OTRS User List (otrs(a)otrs.org) Subject: OTRS - automatic queue creation? Greetings from Japan - Just wondering how I can auto-create queues and system email addresses? Can I run the various OTRS perl programs from the command line, and if so, which one would be used to create queues or system addresses? And, is there a "--help" switch that says what the perl script expects to be fed as arguments? Kind Regards, Rick

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OTRS - Queue Autoreply Variable Substitution
by Cogley, Rick 17 Jun '05

17 Jun '05

Hello list - I set up an autoreponse on a queue in OTRS 2.0b2, and added the following to the text of the response: Ticket # - <OTRS_TICKET_TicketNumber> Ticket ID - <OTRS_TICKET_TicketID> Ticket Queue - <OTRS_TICKET_Queue> Ticket State - <OTRS_TICKET_State> However, these variables do NOT get substituted in the returning mail. Can someone please tell me why? (A bug, or, something I did incorrectly?) 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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OTRS 2.0b2 - package manager system info
by Cogley, Rick 16 Jun '05

16 Jun '05

Just some info for the list - I have been checking out 2.0b2 - great job guys! - and "discovered" the new package manager and its downloadable apps. The system information package is really nice, since you can customize the info it gives back. I added these commands to the list of defaults: env df procinfo (I had to install with #yum install procinfo, first) id You get quite an informational display from the existing and any additional commands you might use. Besides the system info, you have calendar and webmail as well. Useful stuff! 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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RE: [otrs] RegExp for PostMaster Filter
by Cogley, Rick 16 Jun '05

16 Jun '05

I had time to play with it - works very well and thanks for the confirmation, Christian. >>If I want to check a subject line for the string 911 or 119, what regexp >>should I use? Would it be something like: >> >>^.*(911|119).* >Yes, this regex IMHO matches, if 119 or 911 is contained in the subject. I ended up using a few different words in the "or" part, with the Japanese kanji for emergency in there as well - ^.*(911|119|Urgent|urgent|JPSTRING).* Very nice! Best Regards, Rick -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (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: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->

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OTRS 2.0b2 - Bulk Javascript Alert Toggle Problem?
by Cogley, Rick 16 Jun '05

16 Jun '05

Hello List - Maybe someone can give me a word of advice. I'm using OTRS 2.0b2 on Fedora Core 3, viewing the GUI via IE. In my /opt/otrs/Kernel/Config.pm , I set - # Ticket::Frontend::BulkFeatureJavaScriptAlert $Self->{'Ticket::Frontend::BulkFeatureJavaScriptAlert'} = 0; ... Because I wanted to get rid of the annoying popup alerts that tell you you've selected a ticket for bulk processing. However, when I do this, the bulk feature stops working alltogether. Is this a bug, or an IE thing, or what? Please advise (if a bug, I will put it in the bug db.) 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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RE: [otrs] Queue / Sub-Queue Mail Problem
by Cogley, Rick 16 Jun '05

16 Jun '05

Hi Christian, and thank you for your diligent followups. (BTW, your mails are coming in as attachments - are they HTML?) >> Can you please tell me, how you try to pipe the mails into a specific queue? Yes, the .procmailrc file in the otrs user's home directory pipes all mail in general to the postmaster perl script or log if that is dead (using Martin's defaults, basically) and then I was trying to see if a GUI postmaster filter was required. I made a mistake somewhere, since I tried and retried this and now it is working. I think the problem must have been that I entered a wrong character for one of the characters in the email address searched for in the postmaster filter, and when it caused OTRS to not forward, I started thinking OTRS was "not working as advertized." So, it is working like this - Mail ---> procmail filter (general) Procmail ---> | $SYS_HOME/var/INBOX.Backup.$MONTHFOLDER ...to back up the mail in a queue Procmail ---> | $SYS_HOME/bin/PostMaster.pl PostMaster.pl ---> OTRS other (?) Other ---> queues and subqueues, based on set queue system addresses. No GUI postmaster filters are needed and it just works. Best regards, Rick Cogley Tokyo

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RegExp for PostMaster Filter
by Cogley, Rick 16 Jun '05

16 Jun '05

Hi - I am using OTRS 2.0b2, and would like to get a couple hints on using regular expressions in the postmaster filter GUI interface. ==== Match: Header 1 - Subject .... Value: ?????? ==== Set: Header 1 - X-OTRS-Priority ... Value: Urgent If I want to check a subject line for the string 911 or 119, what regexp should I use? Would it be something like: ^.*(911|119).* ? If someone could kindly give me a sample, that would be wonderful. Thanks so much. 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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Problem with searching and Agent/Owner
by Ken Kilgore 16 Jun '05

16 Jun '05

When I go to do a search only some of my Agent/Owner's show up. I have 6 and I only see 3 of them. Any idea what the problem is? Thank you, Ken Kilgore

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Queue / Sub-Queue Mail Problem
by Cogley, Rick 16 Jun '05

16 Jun '05

Hello - I'm using OTRS 2.0.0b2, with all mail for a domain "mydomain.com" being sent to the otrs user on my Fedora Core 3 box. I have the .procmailrc file in the otrs home directory, and have tested that all mail for the domain does indeed get piped into OTRS. My understanding from reading the manual is that you can just assign an OTRS system address such as acme-support(a)mydomain.com to a queue, and mails to the address will go into the queue. However, this is not happening correctly for me, and, I saw this same problem cited in an old mailing list mail. I set up a sample set of queues - Acme Inc. --- Acme Support --- Acme Projects I assigned system addresses I created (acme-support@ and acme-projects@) to the sub queues, and the default otrs(a)mydomain.com to the parent. When I send mails to the sub-queue addresses, the mails get stuck in the parent queue. I can reassign them to the subqueues, but would rather not have to. I tried creating a simple postmaster filter matching just the full address acme-support(a)mydomain.com and sending to the related support sub queue, but this has no apparent effect. I hope someone can help. Please advise and thank you! 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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problem attaching ms word documents
by Kevin Kasner 16 Jun '05

16 Jun '05

Hi All, My system seems to be eating M$ Word attachments (.doc) Other types of attachments come in fine. Below is from my procmail log when a mail with a .doc is received. Any ideas on what to check would be greatly appreciated! <rather long log snipppit - sorry.> procmail: Executing "/opt/otrs/bin/PostMaster.pl" DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 376. ERROR: OTRS-PM-1 Perl: 5.8.6 OS: linux Time: Thu Jun 16 10:54:58 2005 Message: MySQL server has gone away, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (861, ?, current_timestamp, 1, current_timestamp, 1)' Traceback (17577): Module: Kernel::System::Ticket::ArticleWritePlain (v1.19.2.1) Line: 145 Module: Kernel::System::PostMaster::NewTicket::Run (v1.48) Line: 281 Module: Kernel::System::PostMaster::Run (v1.43) Line: 246 Module: (eval) (v1.16.6.2) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.16.6.2) Line: 85 DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 436. ERROR: OTRS-PM-1 Perl: 5.8.6 OS: linux Time: Thu Jun 16 10:54:58 2005 Message: MySQL server has gone away, SQL: 'SELECT content_path FROM article WHERE id = 861' Traceback (17577): Module: Kernel::System::Ticket::ArticleGetContentPath (v1.19.2.1) Line: 452 Module: Kernel::System::Ticket::ArticleAttachmentIndex (v1.19.2.1) Line: 269 Module: Kernel::System::Ticket::ArticleWriteAttachment (v1.19.2.1) Line: 166 Module: Kernel::System::PostMaster::NewTicket::Run (v1.48) Line: 290 Module: Kernel::System::PostMaster::Run (v1.43) Line: 246 Module: (eval) (v1.16.6.2) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.16.6.2) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 474. DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 436. ERROR: OTRS-PM-1 Perl: 5.8.6 OS: linux Time: Thu Jun 16 10:54:58 2005 Message: MySQL server has gone away, SQL: 'SELECT filename, content_type, content_size FROM article_attachment WHERE article_id = 861 ORDER BY id' Traceback (17577): Module: Kernel::System::Ticket::ArticleAttachmentIndex (v1.19.2.1) Line: 279 Module: Kernel::System::Ticket::ArticleWriteAttachment (v1.19.2.1) Line: 166 Module: Kernel::System::PostMaster::NewTicket::Run (v1.48) Line: 290 Module: Kernel::System::PostMaster::Run (v1.43) Line: 246 Module: (eval) (v1.16.6.2) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.16.6.2) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 474. Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Ticket/ArticleStorageDB.pm line 303. DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 376. ERROR: OTRS-PM-1 Perl: 5.8.6 OS: linux Time: Thu Jun 16 10:54:58 2005 Message: MySQL server has gone away, SQL: 'INSERT INTO article_attachment (article_id, filename, content_type, content_size, content, create_time, create_by, change_time, change_by) VALUES (861, 'file-1', 'text/plain\; charset=US-ASCII', '178', ?, current_timestamp, 1, current_timestamp, 1)' Traceback (17577): Module: Kernel::System::Ticket::ArticleWriteAttachment (v1.19.2.1) Line: 201 Module: Kernel::System::PostMaster::NewTicket::Run (v1.48) Line: 290 Module: Kernel::System::PostMaster::Run (v1.43) Line: 246 Module: (eval) (v1.16.6.2) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.16.6.2) Line: 85 DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 436. ERROR: OTRS-PM-1 Perl: 5.8.6 OS: linux Time: Thu Jun 16 10:54:58 2005 Message: MySQL server has gone away, SQL: 'SELECT content_path FROM article WHERE id = 861' Traceback (17577): Module: Kernel::System::Ticket::ArticleGetContentPath (v1.19.2.1) Line: 452 Module: Kernel::System::Ticket::ArticleAttachmentIndex (v1.19.2.1) Line: 269 Module: Kernel::System::Ticket::ArticleWriteAttachment (v1.19.2.1) Line: 166 Module: Kernel::System::PostMaster::NewTicket::Run (v1.48) Line: 290 Module: Kernel::System::PostMaster::Run (v1.43) Line: 246 Module: (eval) (v1.16.6.2) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.16.6.2) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 474. DBD::mysql::st execute failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 436. ERROR: OTRS-PM-1 Perl: 5.8.6 OS: linux Time: Thu Jun 16 10:54:58 2005 Message: MySQL server has gone away, SQL: 'SELECT filename, content_type, content_size FROM article_attachment WHERE article_id = 861 ORDER BY id' Traceback (17577): Module: Kernel::System::Ticket::ArticleAttachmentIndex (v1.19.2.1) Line: 279 Module: Kernel::System::Ticket::ArticleWriteAttachment (v1.19.2.1) Line: 166 Module: Kernel::System::PostMaster::NewTicket::Run (v1.48) Line: 290 Module: Kernel::System::PostMaster::Run (v1.43) Line: 246 Module: (eval) (v1.16.6.2) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.16.6.2) Line: 85 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 474. Use of uninitialized value in concatenation (.) or string at /opt/otrs/Kernel/System/Ticket/ArticleStorageDB.pm line 303. DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 376. ERROR: OTRS-PM-1 Perl: 5.8.6 OS: linux Time: Thu Jun 16 10:54:58 2005 Message: MySQL server has gone away, SQL: 'INSERT INTO article_attachment (article_id, filename, content_type, content_size, content, create_time, create_by, change_time, change_by) VALUES (861, 'Existing System - Sketch #1.doc', 'application/msword\; name="Existing System - Sketch #1.doc"', '1096192', ?, current_timestamp, 1, current_timestamp, 1)' Traceback (17577): Module: Kernel::System::Ticket::ArticleWriteAttachment (v1.19.2.1) Line: 201 Module: Kernel::System::PostMaster::NewTicket::Run (v1.48) Line: 290 Module: Kernel::System::PostMaster::Run (v1.43) Line: 246 Module: (eval) (v1.16.6.2) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.16.6.2) Line: 85 procmail: [17572] Thu Jun 16 10:54:58 2005 procmail: Assigning "LASTFOLDER=/opt/otrs/bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Notified comsat: "otrs@:/opt/otrs/bin/PostMaster.pl"

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RE: [otrs] Please need HELP...
by Philippe Roth 16 Jun '05

16 Jun '05

Dear Peter and All, Thank you for your last message. Finaly, when making all the investigations I could, the result is that the problem doesn't come from the upgrade... But from the database itself... The database under our production OTRS is OK, but when we make a dump of the database and import it in an other instance of OTRS, then the message Erreur: Need SystemAddressID! Appears. And, finaly, it's not only when making a queue a subqueue of another, but when trying to modifiy any option of any queue (name, subqueue, group, options and so on...). I think our database is corrupted {:o( Maybe the problem is the way I make the dumps... I use mysqldump --add-drop-table -u root -p otrs > otrs.bkp Do you have any way idea or way to recover our database??? Many thanks in advance for any light, Philippe Roth

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OTRS Competitors?
by Owen Stenseth 16 Jun '05

16 Jun '05

I have been asked to determine what trouble ticket system we should use to replace our aging in house version. We have installed OTRS but are concerned with the speed of the system even usint Apache::Registry. I need to look at other alternatives before we make the decision to replace our system with OTRS. Can anyone point me to any other trouble ticket systems that are comparible to OTRS? Thanks, Owen

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RE: [otrs] OTRS - FAQ Append vs Overwrite
by Cogley, Rick 16 Jun '05

16 Jun '05

Great - thanks! Best Regards, Rick -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jan Marien Sent: Thursday, June 16, 2005 6:29 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS - FAQ Append vs Overwrite On 6/16/05, Cogley, Rick <rick.cogley(a)esolia.co.jp> wrote: > Greetings list - > > Just wondering: is there a setting for use in Config.pm that allows > you to change the default behavior of the FAQ selection process in > ticket zoom, where you get the popup and choose a FAQ article from the > list to enter into your ticket response. The default seems to be to > overwrite the whole ticket response body, which without notice is a > bit disconcerting if you have written something in the response, and > think "oh, and I'll add that FAQ article in here too." > There is probably no way of doing this the config.pm file, but you can change the code in one of the template files. I looked at the CVS code, and there it is in otrs/Kernel/Output/HTML/Standard/FAQ.dtl search for: (line 160) parent.opener.document.compose.Body.value = document.spelling.Body.value parent.opener.document.compose.Subject.value = document.spelling.Title.value replace with: parent.opener.document.compose.Body.value = parent.opener.document.compose.Body.value + document.spelling.Body.value It will add the FAQ item at the end of the original message, and leave the the subject as it was (to not confuse the customer). It is not tested, but as it is only a small javascript change. no big doubts about it ;-) Greetings, Jan Marien _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] is it possible to connect two OTRS systems?
by Peter van Beugen 16 Jun '05

16 Jun '05

Why not one OTRS system, with different queues and (system) e-mail adresses? I use one OTRS-system for 4 different clients and each client has its own (system)e-mail adressen, POPs different support adresses, has 3-8 different queues and 5-25 users. The only "seperating-problem" is the FAQ system, because the FAQs cannot be seperated (=linked to groups) unfortunately like queues and users can. But when you can share the FAQs, don't use the FAQs, of doen't matter that FAQs can be seen by the different company agents, I don't see any obstacle to use 1 OTRS system. Then you can simply move tickets to different queues etc etc without all the hassle. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Moritz Bunkus Verzonden: donderdag 16 juni 2005 12:54 Aan: otrs(a)otrs.org Onderwerp: Re: [otrs] is it possible to connect two OTRS systems? Hey, On Thursday 16 June 2005 12:30, Victor Rodriguez Cortes wrote: > Why would you need to "connect" two OTRS servers? Is there any real > situation where this thing would be practical? We have very close ties to four other companies. Although each has its own IT systems (and that won't change ) we often include those companies in each other's projects. But the support is still done by the company that has started that project. However, often enough such support calls will get bounced to another company, and it would be extremely useful if the tickets could be migrated to that company's OTRS system. Otherweise each user would have to have an account in each company's OTRS system and check all those on a regular basis -- not something that's easily done during the usual day to day work. Regards, Mosu -- LINET Services GbR Gotenweg 15 Tel.: 0531-280 191 71 38106 Braunschweig Fax.: 0531-280 191 72 http://www.linet-services.de info(a)linet-services.de

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is it possible to connect two OTRS systems?
by Moritz Bunkus 16 Jun '05

16 Jun '05

Hey, a colleague of mine thinks that it is possible to connect two different OTRS systems, e.g. those of two companies. The idea is that tickets can be moved from one system to the other. Unfortunately I haven't found anything about that in the docs, nor in the mailing list archives. So I guess this isn't possible, and my colleague was wrong. So. Is this possible? If yes, where can I read more about it? Thanks, Mosu -- LINET Services GbR Gotenweg 15 Tel.: 0531-280 191 71 38106 Braunschweig Fax.: 0531-280 191 72 http://www.linet-services.de info(a)linet-services.de

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AW: [otrs] is it possible to connect two OTRS systems?
by Kaiser Dr., Thomas (LfStaD) 16 Jun '05

16 Jun '05

Hello, IMHO it should be possible, if the TicketHook Values are different, like TicketNr: TN: We are investigating in an coupling with a commercial product. Has anybody experiences with HP CTS? Thomas -----Ursprüngliche Nachricht----- Von: Victor Rodriguez Cortes [mailto:victor.rodriguez@valmesa.es] Gesendet: Donnerstag, 16. Juni 2005 12:31 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] is it possible to connect two OTRS systems? On 16 Jun 2005 at 9:11, Moritz Bunkus wrote: > Hey, > > a colleague of mine thinks that it is possible to connect two > different OTRS systems, e.g. those of two companies. The idea is that > tickets can be moved from one system to the other. Unfortunately I > haven't found anything about that in the docs, nor in the mailing list > archives. So I guess this isn't possible, and my colleague was wrong. > > So. Is this possible? If yes, where can I read more about it? Why would you need to "connect" two OTRS servers? Is there any real situation where this thing would be practical? Maybe you can do something using the $Self->{SystemID}, but as tickets from each system reference to customers and agents from each one, I don't think that you could "import" tickets from one OTRS server into another without screwing something on them... 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 für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] Please need HELP...
by Peter van Beugen 15 Jun '05

15 Jun '05

OTRS upgrade 1.2.4 - 1.3.2 RedHat 9 Backing up the MySQL data should not be a problem: you can simply copy the complete MySQL OTRS data directory including all the data (.MYD files) to another directory. You should backup you data on a daily bases: make a cron job for the mysqldump command (see http://dev.mysql.com/doc/mysql/en/mysqldump.html) It's very easy and should not be a problem. I'm not a Linux expert, but this is simple and powerful. I assume you have downloaded the new 1.3.2 OTRS RH8 rpm. 1. stop all services ("service otrs stop") 2. backup everything (I did not need the backup files at all, but you never know....) : OTRS is in /opt/otrs. Copy the complete directory structure (I did this with Midnight Commander (mc) utility) to f.i. /otrs124 3. backup MySQL data (/var/lib/mysql/otrs/*.MYD files) 4. install the new RPM (rpm -ivh --force otrsxxxxxx.rpm) I had to use --force so all the old files were rewritten, when I didn't I got a lot of error messages) 5. update the database changes with: MySQL: cat /opt/otrs/scripts/DBUpdate-to-x.y.mysql.sql | mysql -p -f -u root otrs 6. execute (from /bin !!) /opt/otrs/bin/SetPermissions.sh otrs apache apache apache apache 7. I changed in /etc/sysconfig/otrs the OTRS_DB_RUNNING=1 to =0 because on RH the mysqld check does not work properly 8. restart the services: service httpd restart service mysql start service otrs start this did the job for me :-) regards, Peter -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Philippe Roth Sent: woensdag 15 juni 2005 15:11 To: otrs(a)otrs.org Subject: [otrs] Please need HELP... Dear All, I sent this problem several times, but no answers.... Pleaaaase.... We need to know how to make an upgrade from a previous version too a more recent. We have installed version 1.3.1 and would like to make the upgrade to 1.3.2 (before version 2.0) We made works and we have a problem when making a queue a sub-queue of an other. The message shown is "Error: Need SystemAddressID! " Our server is under Fedora Core 2. We made backup of the database with # mysqldump --add-drop-table -u root -p otrs otrs-backup.bkp We would like to know what is the correct procedure to make a upgrade? Does anyone have any experience in this??? Please heeeellllppppp..... Many thanks in advance for some light, Philippe Roth _______________________________________________ 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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Please need HELP...
by Philippe Roth 15 Jun '05

15 Jun '05

Dear All, I sent this problem several times, but no answers.... Pleaaaase.... We need to know how to make an upgrade from a previous version too a more recent. We have installed version 1.3.1 and would like to make the upgrade to 1.3.2 (before version 2.0) We made works and we have a problem when making a queue a sub-queue of an other. The message shown is "Error: Need SystemAddressID! " Our server is under Fedora Core 2. We made backup of the database with # mysqldump --add-drop-table -u root -p otrs > otrs-backup.bkp We would like to know what is the correct procedure to make a upgrade? Does anyone have any experience in this??? Please heeeellllppppp..... Many thanks in advance for some light, Philippe Roth

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Pointers/Examples on customer integration
by Jeremy Blain 15 Jun '05

15 Jun '05

Hello all. We're looking to add otrs to an existing system, which contains large amounts of customer information. The customers all have a unique identifier, and I would like to be able to use that same identifier in otrs. Basically, I want to keep our existing customer data in our existing system, and offload the support/tickets/related stuff to otrs. Can someone point me in the right direction to do this? Writing a few modules/components to pull data from our existing system isn't an issue, I'm just looking for pointers of where to start. Thanks.

2 1

Ticket number format
by Alvaro Lopez 15 Jun '05

15 Jun '05

Hi, all: Yes I'm again, When I'll see OTRS running in this enterprise........... Ok, now my boss want that Ticketnumber be with the following format Date+number. now format is Date+99+number. Number must be no more for three digits, yes, I know, it's 999 tickets........ but.... The Question is, how to remove this "99" from Date+99+number ????. Thanks. Alvaro. -- ---------------------------------------------------------- Alvaro López Aranda GENETSIS PARTNERS 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 2

Fontcolor in Search Results
by Niels Kueck 14 Jun '05

14 Jun '05

Hi, I've got a question about searching for tickets. Why do I get most of the tickets with red fontcolor and some tickets with black fontcolor if I look at the search result. Thanks for help, Niels Kueck. -- Geschenkt: 3 Monate GMX ProMail gratis + 3 Ausgaben stern gratis ++ Jetzt anmelden & testen ++ http://www.gmx.net/de/go/promail ++

2 1

Stats Admin and Customization
by Cogley, Rick 14 Jun '05

14 Jun '05

Hello Everyone - I understand that otrs 2.0 has the new stats module. How can I customize those reports - what files do I need to adjust to for example create other reports, say, on a per customer basis. If it is easy enough to do, I am happy to feed the results back into the community. Or, is this something that is more like full blown development rather than like lighter customization? Please advise. Kind Regards, Rick <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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RE: [otrs] Procmail vs Postmaster Filters
by Cogley, Rick 14 Jun '05

14 Jun '05

Christian, thank you kindly for the answer clarifying the difference between the postmaster filter and procmail. For the information of the readers of this list, it looks like there are a couple of webmin modules to handle the web-based editing of the procmail config / recipe file, and related items like the setup of clam antivirus and spamassassin antispam filters, which work with procmail. Webmin is of course a gui that helps you handle your system admin tasks, but I have used neither of those modules, personally. At any rate, fyi. Cheers, Rick -----Original Message----- From: Christian Schoepplein [mailto:christian.schoepplein@otrs.de] Sent: Tuesday, June 14, 2005 9:10 PM The differences are, that - procmail might be more flexible and powerfullt then the PostMasterFilter - the setup of procmail rules isn't possible via the webinterface - all PostMasterFilter rules are stored in the OTRS database, the procmail rules are only availabel in the filesystem It isn't easy to say, what is better, it just depends on your needs. If you want to run OTRS on Windows, you havent procmail and so you have to use the PostMasterFilter. If you want to store all filter rules in a database it would be better, if you use the PostMasterFilter, because the rules are available after updates e.g. If you want to create very compley rules, that can not be create via the PostMasterFilter and the web interface, you should use procmail.

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Ticket Age
by Niels Kueck 14 Jun '05

14 Jun '05

Hi, we are using otrs for several weeks now and it works very fine. But I've got a question to the age of a ticket. I thought, that the ticket age is increasing as long as the ticket is open. If someone close the ticket the ticket age would be 'frozen'. That mean, if I look on a ticket from last month/ year the ticket age would give me an information how long the ticket was open in the otrs. But in my case, the ticket age is still increasing although the ticket state is 'closed succesfull/unsuccesfull'. What's wrong in our configuration or is this just a wrong understanding ? Thanks and regards, Niels Kück. -- Weitersagen: GMX DSL-Flatrates mit Tempo-Garantie! Ab 4,99 Euro/Monat: http://www.gmx.net/de/go/dsl

2 1

change main admin email address?
by labtob 14 Jun '05

14 Jun '05

how do you change the main admin email address?

2 1

Procmail vs Postmaster Filters
by Cogley, Rick 14 Jun '05

14 Jun '05

Hello Everyone - I'm wondering if anyone might kindly give a clear answer to this: What's the difference between using procmail to prefilter messages for the otrs user, and the web-interface-available postmaster filters? Another way of putting it is, what can't I do in the OTRS GUI that I can do only preprocessing with procmail, and, is this going to change with the upcoming release of 2.0 in August 2005? Your advice and assistance are appreciated. Thank you in advance. 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

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Combining messages...
by Francois Meehan 14 Jun '05

14 Jun '05

Hi all, I have just started to play around with OTRS, I like what I see, kudo for the developpers. Is it possible, when a customer replies to an auto response, to combined the new email with the original ticket, in other words, can you combined tickets? Best regards, Francois Random Thought: ---------------

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locked ticket
by viktorija 14 Jun '05

14 Jun '05

Hello, i am new to OTRS. I have freshly installed OTRS system with users and all is running perfectly, but i have one question. I need following thing: users must see other users locked tickets. For example: If John wants to see all locked tickets by Sara, he for example press some buttons or something like this. But case of Search->User name there will be displayed all tickets which this user had and have now - is not acceptable for me. Please give me some solutions. With best Regards, Viktorija

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Admin user security.
by Henry Chan 14 Jun '05

14 Jun '05

Hi! I think there should be a restriction on at least one admin user have all user privilage, because what if you take off every admin user's privilage and none of them can go back to the "admin area"? Where is the admin rw privilage stored ? Is it in the mysql table? or a pm file? Is it a safe place? Henry

2 1

RE: [otrs] wats diference between pending auto close + and - ?
by Cainkar, Paul 11 Jun '05

11 Jun '05

I believe this was in the docs, but + and - distinguish a successful or unsucessful close, respectively. -----Original Message----- From: Frank Cases [mailto:fcases@teliax.com] Sent: Fri 6/10/2005 4:57 PM To: otrs(a)otrs.org Cc: Subject: [otrs] wats diference between pending auto close + and - ? wats diference between pending auto close + and - ??/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Re: [otrs] Newbie: Questions on product.
by Baughn,Jeff 10 Jun '05

10 Jun '05

I am also looking for this exact feature. If OTRS had something like this, it would cover 95% of what I need. I don't want to have to create 20-30 queues. I'd rather the categories be presented when submitting the new ticket. > > > > It really depends on what you're trying to achieve. I'm sure some > simple > html editing could result in their selection being placed in the > beginning > of the ticket text, but this would make statistical generation > troublesome. > You could use cascading queues... this would be ideal if the different > requests went to different teams. I'm sure someone else will chime in > with > some other ideas. > > > > > > > > _____ > > From: Dave Morrow [mailto:david.morrow@autodata.net] > Sent: Monday, May 30, 2005 7:01 PM > To: otrs(a)otrs.org > Subject: [otrs] Newbie: Questions on product. > > Hi all. I am just looking at OTRS for my first time and was wondering > if > someone can answer one question for me that the demo does not seem to > answer. > > > > For my installation it is critical that when a user enters a trouble > ticket, > he/she should be presented with a list of categories and sub-categories > which define the type of issue they are experiencing. For example; a > major > category would be hardware, with a sub-category of "Monitors". Is this > possible with OTRS? > >

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wats diference between pending auto close + and - ?
by Frank Cases 10 Jun '05

10 Jun '05

wats diference between pending auto close + and - ??/

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Help please
by setiembre setiembre 09 Jun '05

09 Jun '05

Hello I have a group in which there are 4 users with different permissions, two of them have all the permissions and the other two the one of ro, create and to owner the problem is when a new single mail arrives it can read those that have all the permissions, and those that have all the permissions wish to give like ownner to the other two of the group they cannot see it in menu drop-down single appear those that have all the permissions, but I believe that they to appear all those that in the tail. If somebody could help thanks please me René

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Help please
by setiembre setiembre 09 Jun '05

09 Jun '05

hello I am creating usuary each one with certain permissions, but when shipment a mail to certain tail with certain group and users with certain permissions (example some single usuary read) must have all the permissions, otherwise they cannot see the mail, that I can do so that works correctly, the permissions. Thanks to which can help me René

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Character Set Conversion error
by Victorio Sam 08 Jun '05

08 Jun '05

Hi, I am running into the exact error that the post below had with character set encoding. I tried changing the encoding to utf-8 in the Config.pm file to Config.pm: $Self->{DefaultCharset} = 'utf-8'; But it does not seem to work and it creates other errors, such as -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6b, immediately after start byte 0xe6) in substitution iterator at /opt/otrs//Kernel/Output/HTML/Generic.pm line 664. Does anybody know how to change the character set? I heard that RH 8/9 have problems with UTF-8 and I am running RedHat 9. Does anybody have UTF-8 working on RedHat 9? Thanks in advance any help, -Vic Joerg Friedrich Joerg.Dieter.Friedrich at uni-konstanz.de <mailto:dev%40otrs.org?Subject=%5Bdev%5D%20Problems%20with%20otrs&In-Reply-To=20040617070833.GI6267%40esanta.pureserver.info> Tue Jun 22 08:59:09 CEST 2004 * Previous message: [dev] Problems with otrs <http://lists.otrs.org/pipermail/dev/2004-June/000568.html> * Next message: [dev] Problems with otrs <http://lists.otrs.org/pipermail/dev/2004-June/000572.html> * Messages sorted by: [ date ] <http://lists.otrs.org/pipermail/dev/2004-June/date.html#569> [ thread ] <http://lists.otrs.org/pipermail/dev/2004-June/thread.html#569> [ subject ] <http://lists.otrs.org/pipermail/dev/2004-June/subject.html#569> [ author ] <http://lists.otrs.org/pipermail/dev/2004-June/author.html#569> ________________________________ Hi, yesterday I tried to get the reason of these problems, because I noticed that otrs is only slow for my account, no other user has the same problems. Martin Edenhofer schrieb am Donnerstag, 17. Juni 2004 um 09:08:33 +0200: > On Tue, Jun 15, 2004 at 07:24:10AM +0200, Joerg Friedrich wrote: > > a few days I noticed that our otrs-system is very slow. > > But only when I browse through the queues, every other page is as fast > > as usual, so I thought, the problem is somewhere else. > > > > I just realized, that everytime someone clicks on "Queue View" or any > > queue the load on the Server jumps at 100% running 'postmaster' for > > about 5 seconds, then the queue is displayed and the server load is at > > zero. > > > > now I found in apache errorlog: > > > > Charset encode 'unicode-1-1-utf-7' -=> 'iso-8859-15' (postmaster at digitalworkshop.com <http://lists.otrs.org/cgi-bin/listinfo/dev> ) not supported! > > Charset encode 'unicode-1-1-utf-7' -=> 'iso-8859-15' (rz.ca at uni-konstanz.de <http://lists.otrs.org/cgi-bin/listinfo/dev> ) not supported! > > Charset encode 'unicode-1-1-utf-7' -=> 'iso-8859-15' (Delivery Status Notification (Failure)) not supported! > > Charset encode 'unicode-1-1-utf-7' -=> 'iso-8859-15' (This is an automatically generated Delivery Status Notification. > > [...] > > This is just a message that perl can't convert "unicode-1-1-utf-7" chateset > to "iso-8859-15" charset. Because perl can't convert "unicode-1-1-utf-7" charsets. > > I would guess that this is an database problem. How many open tickets in the > system? How many tickets in the system? What database do you use? > 1. the four messages could be delivered, by switching the otrs charset to utf-8. 2. the heavy load the machine has, when I access the queue view is a db problem. I use postgres. Number of tickets ~7000. I tracked this down to this query: SELECT t.id, a.article_sender_type_id, a.incoming_time, q.escalation_time, a.id, t.ticket_priority_id FROM article a, queue q, ticket t WHERE t.ticket_answered != 1 AND q.escalation_time != 0 AND t.ticket_state_id in ( 1, 4, 6, 7, 8 ) AND t.id = a.ticket_id AND q.id = t.queue_id AND q.group_id IN ( 2, 3, 4, 10, 1, 12, 7,6 ) AND t.ticket_lock_id in ( 1, 3 ) ORDER BY t.id, t.ticket_priority_id DESC, a.incoming_time LIMIT 1500 postgres needed ~15 sec to perform it. removing one queue from my rw-queues, and the query is done in less than a second. this is a postgres problem. -- Jörg Friedrich There are only 10 types of people: Those who understand binary and those who don't.

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RE: [otrs] Emails
by Peter van Beugen 08 Jun '05

08 Jun '05

RTFM :-)) Copied from the manual: ----------------- OTRS has many config options. There are two config files. Kernel/Config.pm and Kernel/Config/Defaults.pm. Kernel/Config/Defaults.pm is the default config file which should not be changed. You will find all possible config options in this file. Is quite simple to read. Kernel/Config.pm.dist is the example file for Kernel/Config.pm (custom config file) which must be copied (cp Kernel/Config.pm.dist Kernel/Config.pm). How it works! The Kernel/Config/Defaults.pm (default config settings) is loaded at first, then the Kernel/Config.pm (custom config file). So if you want to change the default config settings, copy (copy and paste) the needed options from Kernel/Config/Defaults.pm into Kernel/Config.pm and change the values like you want. ----------------- Regards, Peter -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Graeme Brough Sent: woensdag 8 juni 2005 13:07 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Emails Hi Richard, I have often wondered that myself, but never had the time to investigate further, I suspect it may actually be Default.pm, but that is an absolute guess with no substance. Perhaps one of our fellow list members may be able to enlighten us. Over to you guys :-) Graeme Richard Hamson wrote: > Graeme, > > That was a big help - many thanks. Out of interest I only noticed this code > in the Defaults.pm file and nowhere else. Where does OTRS draw the default > configuration from if the code doesnt appear in the Config.pm file? > > Regards > > Richard > > >>From: Graeme Brough <Graeme.Brough(a)Sun.COM> >>Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >>To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >>CC: dev(a)otrs.org >>Subject: Re: [otrs] Emails >>Date: Wed, 08 Jun 2005 09:21:05 +0100 >> >>Hi Richard, >> >>To reformat your outgoing OTRS Email, simply add the following to Config.pm >>: >> >>$Self->{ResponseFormat} = '$Data{"Salutation"} >> >>$Data{"StdResponse"} >> >>$Data{"OrigFrom"} $Text{"wrote"}: >>$Data{"Body"} >> >>$Data{"Signature"} >>'; >> >>If you don't want the original message displayed remove : >> >>$Data{"OrigFrom"} $Text{"wrote"}: >>$Data{"Body"} >> >>HTH >> >>Graeme >> >>Richard Hamson wrote: >> >>>Guys, >>> >>>What I am after is some advice on amending the way email text is setup. >>>Below is an example from an email from Christian. You can see that the >>>salutation 'Hi Owen' is added and then the new text is added below the >>>original mail. >>> >>>Is it possible to change this so new text is automatically added above >> >>the >> >>>original mail - or possibly get rid of the original mail text >> >>altogether? >> >>>Cheers >>> >>>Hi Owen, >>> >>>On Di, Jun 07, 2005 at 09:07:35 -0600, Owen Stenseth wrote: >>> >>> >>>>>Would you please open a report with the error message on this problem >> >>in >> >>>>>our bugzilla system on >>>> >>>>Done. >>>> >>>> >>>> >>>>>http://bugs.otrs.org >>>>> >>>>>Please include your patch in this report also. >>>> >>>>And Done. >>> >>> >>>Thanks a lot! >>> >>>_________________________________________________________________ >>>Want to block unwanted pop-ups? Download the free MSN Toolbar now! >>>http://toolbar.msn.co.uk/ >>> >>>_______________________________________________ >>>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/ >> >>-- >>~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ >> >>NOTICE: This email message is for the sole use of the intended >>recipient(s) and may contain confidential and privileged information. >>Any unauthorized review, use, disclosure or distribution is prohibited. >>If you are not the intended recipient, please contact the sender by >>reply email and destroy all copies of the original message. >> >>~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ >> >>_______________________________________________ >>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/ > > a > > _________________________________________________________________ > Winks & nudges are here - download MSN Messenger 7.0 today! > http://messenger.msn.co.uk > > _______________________________________________ > 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/ -- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ _______________________________________________ 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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installing on FC3 with postgresql 8.03
by Dave Cramer 08 Jun '05

08 Jun '05

I am getting an error Traceback (9848): Module: Kernel::System::DB::new (v1.40) Line: 223 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 124 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 and checkDB returns everything ok ? any ideas ? Dave

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Sort by subject and demo's calander
by Henry Chan 08 Jun '05

08 Jun '05

Hi!I am new working with mysql and OTRS, this may sound stupid, how do I set sortby=subject I tried to look into : c:\Orts\otrs\Kenel\system\ticket.pm Line 950 sub GetLockedTicketIDs { my $Self = shift; my %Param = @_; # check needed stuff if (!$Param{UserID}) { $Self->{LogObject}->Log(Priority => 'error', Message => "Need UserID!"); return; } # db quote foreach (keys %Param) { $Param{$_} = $Self->{DBObject}->Quote($Param{$_}); } my @ViewableTickets; my @ViewableLocks = @{$Self->{ConfigObject}->Get('ViewableLocks')}; my $SQL = "SELECT ti.id " . " FROM " . " ticket ti, ticket_lock_type slt, queue sq, article a" . " WHERE " . " ti.user_id = $Param{UserID} " . " AND ". " slt.id = ti.ticket_lock_id " . " AND ". " sq.id = ti.queue_id". " AND ". " slt.name not in ( ${\(join ', ', @ViewableLocks)} ) ORDER BY "; # sort by if (!$Param{SortBy} || $Param{SortBy} =~ /^CreateTime$/i) { $SQL .= "ti.create_time"; } elsif ($Param{SortBy} =~ /^Queue$/i) { $SQL .= " sq.name"; } elsif ($Param{SortBy} =~ /^Subject$/i) { $SQL .= " a.a_subject"; } and C:\otrs\otrs\Kernel\Modules\CustomerTicketOverview.pm # my @ViewableTickets = (); $SQL = "SELECT st.id FROM " . " ticket st, ticket_state tsd, queue q,article a, " . $Self->{ConfigObject}->Get('DatabaseUserTable'). " u ". " WHERE " . " tsd.id = st.ticket_state_id " . " AND " . " st.user_id = u.". $Self->{ConfigObject}->Get('DatabaseUserTableUserID') . " AND ". " q.id = st.queue_id ". " AND ". " q.group_id IN ( ${\(join ', ', @GroupIDs)} ) ". # " AND ". #" a.ticket_id = '".$Self->{DBObject}->Quote($Self->{UserCustomerID})."'". " AND ". " st.customer_id = '".$Self->{DBObject}->Quote($Self->{UserCustomerID})."'". $SQLExt. " ORDER BY "; if ($Self->{SortBy} eq 'Owner') { $SQL .= "u.".$Self->{ConfigObject}->Get('DatabaseUserTableUser'); } elsif ($Self->{SortBy} eq 'CustomerID') { $SQL .= "st.customer_id"; } # elsif ($Self->{SortBy} eq 'Subject') { #$SQL .= "a.a_subject"; #} Please offer me any guidence on sorting by subject. Also, I see the Demo Version have a Calender option, i wonder where can I obtain the demo version with that Calender thing Thanks. Henry

1 0

Sorting Tickets
by Alvaro Lopez 08 Jun '05

08 Jun '05

Hello All: I'm Trying to sort ticket with the following: First: State Second: priority Third: Age The Second And Third sentences are right, but my question is, can I sort by State?. I see in Kernel/Modules/CustomerTicketOverView.pm, this: Self->{SortBy} = $Self->{ParamObject}->GetParam(Param => 'SortBy') || 'Age'; I try to replace 'Age' for 'State' but when i change it no ticket apear. My question is: Can I sort with three sentences?, because for what I See in all files only it's posible to sort with 2 sentences, it's right? -- ---------------------------------------------------------- Alvaro López Aranda GENETSIS PARTNERS 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 4

Emails
by Richard Hamson 08 Jun '05

08 Jun '05

Guys, What I am after is some advice on amending the way email text is setup. Below is an example from an email from Christian. You can see that the salutation 'Hi Owen' is added and then the new text is added below the original mail. Is it possible to change this so new text is automatically added above the original mail - or possibly get rid of the original mail text altogether? Cheers Hi Owen, On Di, Jun 07, 2005 at 09:07:35 -0600, Owen Stenseth wrote: >>Would you please open a report with the error message on this problem in >>our bugzilla system on > >Done. > >>http://bugs.otrs.org >> >>Please include your patch in this report also. > >And Done. Thanks a lot! _________________________________________________________________ Want to block unwanted pop-ups? Download the free MSN Toolbar now! http://toolbar.msn.co.uk/

4 5

How do I delete a queue?
by Jeremy Isen 08 Jun '05

08 Jun '05

How do I delete a queue? I can't seem to figure this one out. I have created a "test" queue that i do not need anymore. It would be nice if the queue settings in the admin area gave us the option to delete it! anyone have a fix or a work-around? please cc me @ labtob(a)rogers.com

3 3

User backend
by Simon A. F. Lund 08 Jun '05

08 Jun '05

Hello all, I would love to be able to change the user backend from otrs to my own db. The manual states that this great feature will be awailable in otrs2.0. Is it so in the current BETA2? The reason is that i'm trying to integrate zabbix (www.zabbix.com) and otrs. So far I've been able to merge the user and group tables but the problem with this approach is that i break compatibility with otrs. So a couple of hints on how to do this by using a different user backend (not only user auth-backend) would be appreciated :) I read earlier on the mailing-list something about copying the Customer User backend. But didn't quite get it. All pointers are appreciated! regards - safl

1 0

PostMaster.pl emitting SQL errors into mail.log
by Jeff S Wheeler 07 Jun '05

07 Jun '05

Dear List, For the past two days our OTRS installation has been discarding some incoming messages. PostMaster.pl is emitting the below error messages into the mail log. I have searched the mailing list archive and read the OTRS documentation but have not found any direction thus far. We are using OTRS 1.3.2p01 from Debian's 1.3.2p01-5 package and pgsql version 7.4.7-6. We have not made any changes to our OTRS, pgsql, or mail delivery configuration recently. This has affected some incoming messages to existing tickets, and some messages that should open new tickets. I unfortunately do not have copies of the incoming messages. I have started storing copies of the inbound mail today. Note that the incoming mail that has been discarded in this manner is not believed to contain large file attachments or any other "common problems" that might prevent normal delivery. Jun 6 20:02:34 odyssey qmail: 1118102554.671902 delivery 24427: success: DBD::Pg::db_do_failed:_called_with_2_bind_variables_when_0_are_needed_at_/usr/share/otrs/Kernel/System/DB.pm_line_376./ERROR:_OTRS-PM-1_Perl:_5.8.4_OS:_linux_Time:_Mon_Jun__6_20:02:34_2005//_Message:_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__(5102,_1,_3,__'"From_Person"_<from(a)address.com>',_'<from(a)address.com>',_'"\'CC_to\'"_<cc(a)address.com>',_'"\'network_operations\'"_<netops(a)inconcepts.biz>',__'RE:_subject',__'<200506061702949.SM00848@ibmt4001>', Any troubleshooting suggestions or other input from list readers would be greatly appreciated. Thanks kindly -- Jeff S Wheeler <jsw(a)inconcepts.biz> +1-212-981-0607

1 0

Not getting the Email notifications!!!
by anushya beauty 07 Jun '05

07 Jun '05

Hi, I have a problem in getting the email notifications. When I create a ticket, there is no email notifications in my mail id. I checked out all the possible options related to email notifications. I can send mails to that id from some other web server(ex: from yahoo). But, only from otrs, I couldn't receive the email notifications. I checked: Admin Email, FQDN, user email, POP3 account, email addresses etc. Anybody, tell me What are all the possibilities for not getting the email notifications? Thanks, G.Anu.

3 2

update proposal for LDAP.pm
by Mathieu CHATEAU 07 Jun '05

07 Jun '05

Hello otrs, just to improve debug, i suggest the following changes in Kernel/System/Auth/LDAP.pm the goal is just to log that the bind is successfull. # ldap connect and bind (maybe with SearchUserDN and SearchUserPw) my $LDAP = Net::LDAP->new($Self->{Host}, %{$Self->{Params}}) or die "$@"; if (!$LDAP->bind(dn => $Self->{SearchUserDN}, password => $Self->{SearchUserPw})) { $Self->{LogObject}->Log( Priority => 'error', Message => "First bind failed!", ); return; } elsif($Self->{Debug} > 0){ $Self->{LogObject}->Log( Priority => 'notice', Message => "Net:LDAP Successfully bind to the ldap server", ); } # build filter -- Best regards, Mathieu mailto:gollum123@free.fr

2 1

Trouble with CVS Version
by Owen Stenseth 06 Jun '05

06 Jun '05

Hello, I am having trouble with the CVS version of OTRS. When I try and login as a cusomer I get an error message: No TimeObject! at ../..//Kernel/System/AuthSession/DB.pm line 33. Has anyone else seen this? It seems that the login cookie is set properly because I do not need to authenticate _after_ I get this error, but this error is all that is displayed. Thanks, Owen Stenseth

1 0

Permissions help me
by setiembre setiembre 06 Jun '05

06 Jun '05

hello I am creating usuary each one with certain permissions, but when shipment a mail to certain tail with certain group and users with certain permissions (example some single usuary read) must have all the permissions, otherwise they cannot see the mail, that I can do so that works correctly, the permissions. Thanks to which can help me René

1 0

Need to set the pop server to use a non standart port
by Ken Kilgore 06 Jun '05

06 Jun '05

I need to be able to pop mail from a port other than 110. How would go about setting this up? Thank you for any help you can provide. Ken

2 2

pop3 & round robin dns
by Mathieu CHATEAU 05 Jun '05

05 Jun '05

Hello , i get email sent to otrs through PostMasterPOP3.pl. Until there, everything rocks :) i connect to a dns alias, like pop3.domain.com through dns, it reply 2 hosts load balanced via dns. On a the 2 is currently down. I the script get the host which is down, it doesn't try the next host via Net::POP3 is there any way to go around this ? If outlook can do it, this script can do it !!! @+ -- Best regards, Mathieu mailto:gollum123@free.fr

1 0

Trouble installing on SuSE 9.2
by Hamish 03 Jun '05

03 Jun '05

Hello all I am having some trouble to install otrs on suse 9.2 with rpm. I used apt to install the rpm, which seemed to go fine, I then had a problem with PerlRequire and mod_perl (Changing the module to enabled in Yast as per faq seemed to work) I tried to start apache2 with rcapache2 restart and it failed again, this time with a message in the error_log: [Fri Jun 03 12:44:42 2005] [error] GATEWAY_INTERFACE not Perl! at /opt/otrs/scripts/apache2-perl-startup.pl line 5.\nCompilation failed in require at (eval 4) line 1.\n [Fri Jun 03 12:44:42 2005] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server my.servers.fqdn.net:0, exiting... I thought that I might have a messed up installation because it was installed without mod_perl installed, so I tried to remove it, this also failed with: error: %preun(otrs-1.2.4-2) scriptlet failed, exit status 1 Has anyone here had success on 9.2 or solved similar problems? Thanks in advance for any help! Cheers, Hamish

1 1

Company Tickets
by Philippe Roth 03 Jun '05

03 Jun '05

Dear All, We have a question about Company Ticket under the customer interface: - How the customerID is generated when a customer can login by itself? Do we have to modify it for each customer? - How can several customer have the same customerID automaticaly? - Is it possible to map it to an LDAP value (UnitID for example) - How could we chane the name "Cpompany Ticket" by "Unit Ticket"? Many thanks in advance for your answers. Have a nice day, Philippe Roth

1 0

OTRS updtae
by Philippe Roth 03 Jun '05

03 Jun '05

Dear all, I sent an email about a problem we have for upgrading from version 1.3.1 to 1.3.2 Finaly, my simple question is: What is the procedure for upgrading from version 1.3.1 to version 1.3.2? Many thabks in advance and have a nice week-end, Philippe Roth ----------------------------------------------- EPFL PL DIT-SUP Philippe Roth Tél. 32219 Email : philippe.roth(a)epfl.ch http://www.epfl.ch/cgi-bin/csoldap?sciper=124111

1 0

Re: [dev] Ver nice app
by Haugland, Tore 03 Jun '05

03 Jun '05

Hi, I found this message in the dev(a)otrs.org mailing list that refers to ITIL and OTRS. I'm replying to it at the user list to get a bit more feedback. Would be great if you got some more info on the plans Martin.. even if they are just ideas at this stage. Do anyone on the user list use OTRS in a ITIL setting today? We're working on getting the service desk up and running and find OTRS is great for handling incidents and problems, but lack integrated support with some of the other processes that we are going to implement. One thing that we need is to get Configuration Management up and running along with OTRS. Do anyone know of any good (preferably open source, web based) tools to do this? One idea is to use another project/system and link articles in OTRS to setups there (using freefields for example). Open for any ideas or comments, Regards, Tore Haugland Statistics Norway http://www.ssb.no/english/ -----Opprinnelig melding----- Fra: Martin Edenhofer [mailto:me@otrs.de] Sendt: 28. april 2005 21:20 Til: Wayne McCloud; Development community of OTRS Emne: Re: [dev] Ver nice app Hi Wayne, Wayne McCloud wrote: > We are new to OTRS and like what we see. Is there a roap map as to > where this app is going? There is a roadmap till OTRS 2.0 is coming (soon .-) 2005-05-01 beta1). See: http://otrs.org/feature/ OTRS 2.0 is going to be a framework where modules/applications can be installed (via a web interface and online repositories). So this way the OTRS community is able to develop and install easier own applications. OTRS 2.0 comes also with default applications like Ticket (which is default), FAQ (which is default), FileManager, Calender and WebMail. In future we also want to support more itil components like configuration management and many other things. As an example of the use of the OTRS framework you can see the upcoming SIRIOS-Project. It's a OTRS based CERT system with many applications modules to cover what a CERT needs (e. g. incident and advisory handling). For more info see: http://www.bsi.bund.de/literat/faltbl/F02Sirios.htm (sorry, it's just in german, here a google translation http://translate.google.com/translate?u=http%3A%2F%2Fwww.bsi.bund.de%2Flite… So far... Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

1 0

Customer question
by Brian Ronk 01 Jun '05

01 Jun '05

After playing around with otrs for a bit, I have a question. I would like to use this in a small company, and the only customers would be employees. The system can accept email requests, correct? Does the person who sends an email have to be set up in the system? (I haven't gotten that far in setting things up yet) If so, can that be turned off? Maybe otrs does more than I need, but there are things that are really nice in the system that may come in handy. Thanks. -- Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108

2 1

HOWTO Customer should not change the Ticket State
by Alvaro Lopez 01 Jun '05

01 Jun '05

The only way that Customer can change state is clicking "Zoom" on ticket, and adding a note. How can I change this automatic option. I see the file CustomerTicketZoom.dtl, and I comment the following lines: # should the customer user change the ticket state! #<dtl if ($Config{"CustomerPanelNextComposeState"} ne "0") { $Data{"NextStateString"} = "<tr><td>$Text{"Next state"}:</td><td> $Data{"NextStatesStrg"}</td></tr>"; }> # $Data{"NextStateString"} I try to change CustomerPanelNextComposeState from 0 (by default) to 1, but OTRS still changing state to open. Can anyone say what i'm doing wrong. Thanks. Alvaro. -- ---------------------------------------------------------- Alvaro López Aranda GENETSIS PARTNERS 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.

1 0

error sending mails
by Alvaro Lopez 31 May '05

31 May '05

Hello all: We are using OTRS for 3 months, and 4 months ago, when I'm testing, I received mails when the tickets was created, or when I add a note or etc... In the testing fase, My Boss want that e-mails did not arrived to clients, and I desactivate this option, but now when I reactivated this option give the following error in System Log: Can't find notification for Agent::NewTicket and es, try it again with en! I checked to all users where in "English mode" not in "Spanish mode" Can Anyone say where I'm falling Thanks Alvaro. -- ---------------------------------------------------------- Alvaro López Aranda GENETSIS PARTNERS 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.

1 1

Re: Error: Need SystemAddressID!
by Philippe Roth 31 May '05

31 May '05

Dear Christian, Well, I did as follow: - Saved everything: tar folder /opt/otrs and did a mysqldump of the database. - Stopped otrs/httpd and mysqld daemons. - Uninstalled rpm otrs-1.3.1-01 (modified files were saved as .rpmsave). - Installed new rpm otrs-1.3.2-01.i386.rpm - Replaced .rpmsave files to normal files (ex. Config.pm) - Restarted mysqld/httpd and otrs daemons. After that everything worked well except uner administration when making a queue a sub queue of an other. Then, this terrible message arrives : Error: Need SystemAddressID! ... BUT I did this morning a new test on the same machine: - Saved the database (mysqldump) - Stopped otrs and httpd daemons. - Uninstall rpm otrs-1.3.2-01 - Delete the otrs database under mysql. - Installed one more time otrs-1.3.2-01.i386.rpm - Restart httpd daemon. - Did the configuration as http://ditsrv12.epfl.ch/otrs/installer.pl - Did not replaced .rpmsave files to normal files. Like a "fresh installation". Then I could connect onto the new OTRS as root@localhost, create some queues and made queues as sub queues of others. Everything went well, but without data (of course ;o) So I restored the data I saved before onto the fresh OTRS database and then, again, when making a queue a sub queue of another, I had the message : Error: Need SystemAddressID! ... I found some scripts under /opt/otrs/scripts. Is the one that I should use for this update? Many thanks in advance for light and have a nice day, Philippe Roth

1 0

Error: Need SystemAddressID!
by Philippe Roth 31 May '05

31 May '05

Dear All, We upgraded to version 1.3.2 from 1.3.1 and had the following error message after selecting a sub queue for a queue: ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Mon May 30 16:11:43 2005 Message: Need SystemAddressID! Traceback (2664): Module: Kernel::System::Queue::QueueUpdate (v1.45) Line: 800 Module: Kernel::Modules::AdminQueue::Run (v1.18) Line: 127 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 638 Module: (eval) (v1.73) Line: 184 Module: ModPerl::RegistryCooker::run (v1.73) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 152 Module: ModPerl::Registry::handler (v1.99) Line: 16 It seems that the problem has already occurred to someone else, but I could not find an answer... Many thanks in advance, Philippe Roth

2 1

RE: [otrs] Newbie: Questions on product.
by Cainkar, Paul 31 May '05

31 May '05

It really depends on what you're trying to achieve. I'm sure some simple html editing could result in their selection being placed in the beginning of the ticket text, but this would make statistical generation troublesome. You could use cascading queues... this would be ideal if the different requests went to different teams. I'm sure someone else will chime in with some other ideas. _____ From: Dave Morrow [mailto:david.morrow@autodata.net] Sent: Monday, May 30, 2005 7:01 PM To: otrs(a)otrs.org Subject: [otrs] Newbie: Questions on product. Hi all. I am just looking at OTRS for my first time and was wondering if someone can answer one question for me that the demo does not seem to answer. For my installation it is critical that when a user enters a trouble ticket, he/she should be presented with a list of categories and sub-categories which define the type of issue they are experiencing. For example; a major category would be hardware, with a sub-category of "Monitors". Is this possible with OTRS?

1 0

Newbie: Questions on product.
by Dave Morrow 31 May '05

31 May '05

Hi all. I am just looking at OTRS for my first time and was wondering if someone can answer one question for me that the demo does not seem to answer. For my installation it is critical that when a user enters a trouble ticket, he/she should be presented with a list of categories and sub-categories which define the type of issue they are experiencing. For example; a major category would be hardware, with a sub-category of "Monitors". Is this possible with OTRS?

1 0

CustomerAuth
by Andre Dieball 30 May '05

30 May '05

Hi folks I'm a bit confused now.... I managed to get the Customer DB connection to connect to another MySQL DB on a different node. Log into this DB, User Field Mapping, anything works fine. But when I try to login as one of the configured users in that DB, I get the following error message in the System log. ---cut--- CustomerUser: No auth record in 'customer_user' for xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx ---cut--- Searching and googling, I've seen, that there is a CustomerAuth Section in Defaults.pm, but there's nothing about authenticating against another MySQL DB. Does this mean that OTRS can get Customer Data (for Tickets, searching, etc) out of a different MySQL Table, but cannot authenticate against it? Do I have to connect via LDAP then in order to get users authenticated? Does anyone have something similar in use? Thanks a lot in advance. Andre

2 1

mod_perl 1.99_09 compatibility
by Carl Swart 30 May '05

30 May '05

Hi, I know mod_perl 1.99_09 is very old, but unfortunately I have to stick with it. Is OTRS 2.0.0 beta 2 compatible with mod_perl 1.99_09 ? I have been able to get it running in CGI mode, very easily, but I in mod_perl mode I am struggling a lot. If you have any suggestions that might help, please send them to me. -- Regards, -Carl

2 1

RE: [otrs] OTRS / Fedora Core 3 Install Issues
by Cogley, Rick 30 May '05

30 May '05

The 2.0 beta is great. I can concur this worked perfectly for me as well - RH 8 RPM downloaded off the otrs ftp site. It took very little time, and I can send/receive emails in and out of the system right off the bat without doing any config. Best Regards, Rick -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (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: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> -----Original Message----- From: Peter van Beugen [mailto:Peter@tda.nl] Sent: Monday, May 30, 2005 4:48 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] OTRS / Fedora Core 3 Install Issues I installed OTRS-2.0-beta 1 and beta 2 on a standard FC-3 machine with the OTRS RH 8.0 RPM. It ran without one single problem and I had it up and running within 20 minutes. So if you didn't try the RH8 RPM, maybe you should... You do have to disable SElinux. Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Christian Schoepplein Verzonden: maandag 30 mei 2005 9:45 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] OTRS / Fedora Core 3 Install Issues Hello! On Fr, Mai 27, 2005 at 09:30:49 -0400, Michael White wrote: >I am having quite a bit of trouble getting OTRS to run on Fedora Core 3. >I believe that I followed the install instructions to a tee; however, I >could be missing something. Have you installed OTRS from sources or did you use a package? >First of all, I was unable to use the 'install.pl' script for the >automated install -- when I inspected the httpd/error_log I noticed the >following: > >===== SNIP ===== >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AgentTicketLink.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/System/Encode.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AdminAutoResponse.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs/Kernel/cpan-lib/Mail/Field.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs/Kernel/cpan-lib/MIME/Parser/Reader.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AdminCustomerUserGroup.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Config/Modules.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AdminPostMasterFilter.pm >===== SNIP ===== > >This error occurred for every otrs module. I went ahead and installed >otrs by hand thinking that maybe it was limited to the install.pl >script >-- it of course is not. I verified that all OTRS deps are met -- >nothing seems to be out of place. I also set/verified the permissions >-- I have apache running under 'apache.apache' and OTRS using >'otrs.otrs'. > >Also, I disabled selinux to test -- yielded the same results. > >I am at a loss here -- any help here would be greatly appreciated. Hmm, sorry, I don't have really a good idea, never used FC before. Are you using mod_perl? mod_perl causes cracy problems some times... >Mike Regards, Christian -- ((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/ _______________________________________________ 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

Submitting Tickets via email
by Harper, Brandon G. 30 May '05

30 May '05

I have the interface working, but I'd like to be able to submit tickets by just sending an email to some mailbox. Is this possible? If so what mailbox do I need to send it to?

2 1

RE: [otrs] OTRS / Fedora Core 3 Install Issues
by Peter van Beugen 30 May '05

30 May '05

I installed OTRS-2.0-beta 1 and beta 2 on a standard FC-3 machine with the OTRS RH 8.0 RPM. It ran without one single problem and I had it up and running within 20 minutes. So if you didn't try the RH8 RPM, maybe you should... You do have to disable SElinux. Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Christian Schoepplein Verzonden: maandag 30 mei 2005 9:45 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] OTRS / Fedora Core 3 Install Issues Hello! On Fr, Mai 27, 2005 at 09:30:49 -0400, Michael White wrote: >I am having quite a bit of trouble getting OTRS to run on Fedora Core 3. >I believe that I followed the install instructions to a tee; however, I >could be missing something. Have you installed OTRS from sources or did you use a package? >First of all, I was unable to use the 'install.pl' script for the >automated install -- when I inspected the httpd/error_log I noticed the >following: > >===== SNIP ===== >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AgentTicketLink.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/System/Encode.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AdminAutoResponse.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs/Kernel/cpan-lib/Mail/Field.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs/Kernel/cpan-lib/MIME/Parser/Reader.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AdminCustomerUserGroup.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Config/Modules.pm >[Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate >/opt/otrs//Kernel/Modules/AdminPostMasterFilter.pm >===== SNIP ===== > >This error occurred for every otrs module. I went ahead and installed >otrs by hand thinking that maybe it was limited to the install.pl script >-- it of course is not. I verified that all OTRS deps are met -- >nothing seems to be out of place. I also set/verified the permissions >-- I have apache running under 'apache.apache' and OTRS using >'otrs.otrs'. > >Also, I disabled selinux to test -- yielded the same results. > >I am at a loss here -- any help here would be greatly appreciated. Hmm, sorry, I don't have really a good idea, never used FC before. Are you using mod_perl? mod_perl causes cracy problems some times... >Mike Regards, Christian -- ((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

OTRS / Fedora Core 3 Install Issues
by Michael White 30 May '05

30 May '05

Hello, I am having quite a bit of trouble getting OTRS to run on Fedora Core 3. I believe that I followed the install instructions to a tee; however, I could be missing something. First of all, I was unable to use the 'install.pl' script for the automated install -- when I inspected the httpd/error_log I noticed the following: ===== SNIP ===== [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AgentTicketLink.pm [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/System/Encode.pm [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminAutoResponse.pm [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs/Kernel/cpan-lib/Mail/Field.pm [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs/Kernel/cpan-lib/MIME/Parser/Reader.pm [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminCustomerUserGroup.pm [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Config/Modules.pm [Fri May 27 08:35:10 2005] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminPostMasterFilter.pm ===== SNIP ===== This error occurred for every otrs module. I went ahead and installed otrs by hand thinking that maybe it was limited to the install.pl script -- it of course is not. I verified that all OTRS deps are met -- nothing seems to be out of place. I also set/verified the permissions -- I have apache running under 'apache.apache' and OTRS using 'otrs.otrs'. Also, I disabled selinux to test -- yielded the same results. I am at a loss here -- any help here would be greatly appreciated. Thanks, Mike

2 1

RE: [otrs] Otrs mobile phone access
by Pete McDonnell 27 May '05

27 May '05

Works perfectly on a Blackberry 7250 using the HTML (web) browser. Haven't even tried it yet with the "lite" theme - Pete McDonnell _____ From: Graham Smith [mailto:grahamsmith@gandalfsemporium.co.uk] Sent: Friday, May 27, 2005 11:26 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Otrs mobile phone access A quick look at the spec. for the phone suggests that this does NOT support html. Only short term way to enable access would be to either use a WAP gateway or buy a phone with a HTML enabled browser. ________________ Original message ________________ Subject: Re: [otrs] Otrs mobile phone access Author: "Wes Plate" <wes(a)automaticduck.com> Date: 27th May 2005 7:24:57 AM I tried to access our OTRS system via my phone last night, didn't work. My phone displayed a message that it could not display the page. I have a Motorola V600. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.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 f�r Ihr OTRS System? => http://www.otrs.de/

2 2

FAQ sub categories in 2.0 ?
by aloclarit＠aol.com 27 May '05

27 May '05

guys Any chance you could add that. My boss really likes the FAQ they use on www.nagios.org. How about it ? regards, ALEX

1 0

Manual
by Brian Ronk 27 May '05

27 May '05

Is there a reason I can't print the pdf version of the manual? I'd like to be able to refer to it without switching to a different program/browser tab. Oh, and I finally got it to work. Apparently the Gentoo ebuild seperates the cgi-bin and htdocs directories and puts them somewhere else. I moved them back, and it all started to work. -- Brian Ronk System Administrator BookMasters, Inc (419)589-5100 x1108

1 0

Agent Authentication and LDAP....
by Andrew Galewsky 27 May '05

27 May '05

I have search and read and I have confused myself. Is there any clear examples of how to use LDAP for agent authorization? I read the manual and the best example is for integration with Windows active directory and that has certain differences from OpenLDAP. Any pointers will be appreciated... _____________________________________ Andrew Galewsky phone 512.637.8638 Evoke Software, Inc. fax 512.372.9371 VP of Product Development mobile 512.422.8290 12357 - III Riata Trace Parkway http://www.evokesoft.com Building C, Suite #200 Austin, TX 78727 _____________________________________ In theory, theory and practice or the same. In practice, they aren't. ---Yogi Berra

1 0

Re: [otrs] Otrs mobile phone access
by Graham Smith 27 May '05

27 May '05

A quick look at the spec. for the phone suggests that this does NOT support html. Only short term way to enable access would be to either use a WAP gateway or buy a phone with a HTML enabled browser. ________________ Original message ________________ Subject: Re: [otrs] Otrs mobile phone access Author: "Wes Plate" <wes(a)automaticduck.com> Date: 27th May 2005 7:24:57 AM I tried to access our OTRS system via my phone last night, didn't work. My phone displayed a message that it could not display the page. I have a Motorola V600. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.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 f�r Ihr OTRS System? => http://www.otrs.de/

1 0

question about queues
by Jerome Alet 27 May '05

27 May '05

Hi, I've setup the OTRS 1.3.2p01-5 Debian package and it now works like a charm with PostgreSQL. OTRS is really great stuff ! Now I'm wondering : I'd like to propose to customers the choice between only two queues with names I'll choose, but actually there are several predefined queues : 'Raw', 'Junk', 'Postmaster' and 'Misc' which are of no interest to me. I've read the documentation, especially "What is a ticket queue" section, but it doesn't seem to explain if these predefined queues are needed or not. I'd like to delete them if possible (this I know how to do), but what happens if I delete these predefined queues ? Now another question : the PostgreSQL database schema doesn't contain statements to ensure the database integrity when someone tries to do some manual modifications : for example (with my need), if I delete from table 'queue' and still have datas matching the deleted queues in 'personal_queues' the database is incoherent, but a foreign key which references the other table would have prevented this to happen. So is this sort of things fixed in the 2.0 branch ? Thanks to all in advance Jerome Alet

3 8

Apache2 connection refused
by Brian Ronk 27 May '05

27 May '05

Ok, I got mod_perl2 installed and running, and made a few changes in my config. Now I just get a conection refused error when I try to browse to /otrs. I have a <Directory>, but nothing for vhosts. Do I need to add one? I'm new to the nitty-gritty of apache, so bear with me please. Thanks. -- Brian Ronk System Administrator BookMasters, Inc

3 5

OTRS and IIS
by Sven Dietze 27 May '05

27 May '05

Hi, Can anybody give me instructione on how to install and run OTRS with IIS instead of Apache. I can't find any solution regarding this issue in the docs or mailig list. Thanks in advance! Sven

1 0

Re: Lost TimeAccounting
by Philippe Roth 27 May '05

27 May '05

Dear Christian, I finaly found the problem. The table "time_accounting" was corrupted. I just did a repair table in MySQL and all went well again. But we lost all time accountings from the date when this problem appeared... We do mysqldumps of our OTRS database each hour and there was a message in root mail about a problem on this table. We should now check our system often if there is a problem, but is there a way (like logs or something else) to check if our OTRS is OK or not (mysql/apache/otrs) ? Does anyone have experience on that? Many thanks for all and have a sunny week-end ;o) Philippe Roth

1 0

LDAP, AD and Customer::AuthModule
by Kevin Kasner 27 May '05

27 May '05

Hi All, Love OTRS so far (and my CIO is going to love it more!)...Have it running on SuSe 9.3 w/ MySQL and Apache2. I have LDAP/AD working perfeclty (as far as I can tell ) for the Agents and for the Customer Backend, but I'm running into trouble getting it to work for the Customer Authentication... - for example, I can login as myself as an agent. And then look myself up in the Customer User Management by first name and have the system return all of the kevins from my AD... I'm using exactly the same host, BaseDN, SearchUserDN/Pw, and UID for all three sections in config.pm. (via copy/paste) and I'm not using the GroupDN attribute in any of them. I've done some packet captures and I'm seeing some differences between the successful and failed LDAP connections: Successful: I see a bind request from a specific port with the bind result going back to that same port. Then I see the Search request come from the same port and the search result is returned. not Successful: I see a I see a bind request from a specific port with the bind result going back to that same port. Then I see the Search request come from a different port and the message returned is: "In Order to perform this operation a successful bind must be completed on the connection." Any thoughts on what I should look at next would be greatly appreciated! Thank you. Kevin.

2 2

Lost TimeAccounting
by Philippe Roth 27 May '05

27 May '05

Dear All, We use OTRS version 1.3.1. We have the following problem: We lost all TimeAccounting since 7 days ago... Now, if we enter a ticket or add a note with some TimeAccounting, the ticket or note is recorded, but TimeAccounting is lost in History... How could we get back this information? How could we make OTRS record TimeAccounting again? Many thanks in advance for help and have a nice day, Philippe Roth

2 1

Manipulating queues
by John Price 27 May '05

27 May '05

I managed to get about 1,100 SPAM messages into the receiving queue and I would like a quick way to move them to the spam queue (so they will get removed). I thought about manipulating the SQL database directly, but I can't find the correct tables and columns to change to move a ticket from one queue to another. I think I can use a SELECT statement with "where a_subject like '%text%'" to find the tickets I need to move, but can someone explain how the tickets are assigned to queues (or point me to some documentation on this)? I'm running version 1.2.4, so if there is a better way to do this in this or a newer version, I'd be willing to upgrade or take another approach. Thanks for the help and the great product! John -- Whatever happened to Preparations A through G? Have a great day and don't forget to laugh! http://www.gcfl.net (The Good, Clean Funnies List): Good, clean daily funnies you can safely tell your Mom!

3 3

Parsing in OTRS
by Graeme Brough 26 May '05

26 May '05

Hello I am currently attempting to make OTRS parse the subject line of an incoming email, for a leading 8-digit number and then add this number into to X-OTRS-TicketValue1. I can add a fixed value into X-OTRS-TicketValue1 no problems, but want to be able to dynamically populate this value depending on the 8-digit number in the subject. Can anyone help me? Many thanks in advance. Regards, Graeme ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

1 0

Autoresponse does not work as Postmaster
by Thomas Kaminski 25 May '05

25 May '05

Hello, I use otrs 2.0.cvs with debian/sarge and i want to use my self defined autoresponse notifications. But this autoresponse doesnt work. The new mails come in the system with the /usr/share/otrs/bin/PostMasterPOP3.pl and this work fine. I search for the reason of this and found found a piece of code in the module Kernel/System/Ticket/Article.pm in the function ArticleCreate <snip> if ($Param{AutoResponseType} && $Param{OrigHeader}) { # get auto default responses my %Data = $Self->{AutoResponse}->AutoResponseGetByTypeQueueID( QueueID => $Ticket{QueueID}, Type => $Param{AutoResponseType}, ); my %OrigHeader = %{$Param{OrigHeader}}; if ($Data{Text} && $Data{Realname} && $Data{Address} && !$OrigHeader{'X-OTRS-Loop'}) { # check / loop protection! if (!$Self->{LoopProtectionObject}->Check(To => $OrigHeader{From})) { # add history row $Self->HistoryAdd( TicketID => $Param{TicketID}, HistoryType => 'LoopProtection', Name => "\%\%$OrigHeader{From}", CreateUserID => $Param{UserID}, ); # do log $Self->{LogObject}->Log( Priority => 'notice', Message => "Sent no '$Param{AutoResponseType}' for Ticket [". "$Ticket{TicketNumber}] ($OrigHeader{From}) " ); } else { # write log if ($Param{UserID} ne $Self->{ConfigObject}->Get('PostmasterUserID') || $Self->{LoopProtectionObject}->SendEmail(To => $OrigHeader{From})) { # get history type </snip> A part of the last "if" include the condition "$Param{UserID} ne $Self->{ConfigObject}->Get('PostmasterUserID')" I think, this is wrong. I remove this part of condition and test then autoreply function. This work fine. Where are the error? Is the code wrong or i think it wrong? Why should the postmaster not generate a autoreply? Bye Thomas

2 1

receive all tickets.
by Thiago Lima 25 May '05

25 May '05

Hi all, There's any way to make an administrador receive all tickets created in his email? I want to have someone that does not access otrs all the time to be able to see what's going on. I'm using otrs 1.2.3. Thanks alot Thiago lima.

2 5

Otrs mobile phone access
by Wes Plate 24 May '05

24 May '05

Is it or will it be possible to configure OTRS so Agents can access tickets from the web browsers on mobile phones? Thank you. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

3 3

Removing default text from Emails
by Richard Hamson 24 May '05

24 May '05

Hi, I am currently setting up a list of email templates to be used when replying to customers etc. Unfortunately I cant seem to get rid of the default text - "Dear [Customer Name Thank you for your request. [Customer name] [Email Address] wrote: Copy of email" I have searched for where this text is taken from but I have hit a wall? Anyone any ideas? Richard _________________________________________________________________ Winks & nudges are here - download MSN Messenger 7.0 today! http://messenger.msn.co.uk

2 4

Bulk action select all with greasemonkey
by Mike Hoolehan 23 May '05

23 May '05

The 2.0 version probably adds this feature, but I'm posting this just in case anyone might find it useful. I made a greasemonkey script (http://greasemonkey.mozdev.org/) for firefox to add a "Select All" link to the queueview page. This will check the box for bulk action on all displayed tickets. If you use it, I recommend disabling FrontendBulkFeatureJavaScriptAlert in your Config.pm. The script is available here: http://www.hoolehan.com/greasemonkey/ Regards, Mike

1 0

Public tickets?
by Carl Boberg 23 May '05

23 May '05

Hi, Wondering if it is possible to have a special queue or something where I can handle network wide tickets which can be viewed on the customer interface without having to login? Example: Say I'm going to do maintenance on a switch or a central server which might be of interest for any number of users in my network who might get affected. I would then create my own ticket in a "sysadmin" queue where I scribble down the When, What and Why. This ticket is then viewable from the customer panel (maybe a custom made page?) without having to login... Anyone done something like this? Cheers -------------------------------- Carl Boberg System & Network Administrator Swedish Museum of Naturalhistory Frescativägen 40 104 05 Stockholm Sweden Tel nr: 08-5195 5116 Mobile: 0701-82 4055 E-mail: carl.boberg(a)nrm.se --------------------------------

3 2

How to add a pick list/drop down box field to the CustomerUser Map
by Tom Pride 23 May '05

23 May '05

Hi, I would like to be able to add some columns to the CustomerUser table which could be populated from the interface using a pick list/drop down box rather than just a plain text field. Is this possible? If so how do I do it? Thanks _________________________________________________________________ It's fast, it's easy and it's free. Get MSN Messenger 7.0 today! http://messenger.msn.co.uk

1 0

customer password hashing algorithm
by Jerome Alet 23 May '05

23 May '05

Hi there, I'm currently trying to configure otrs 1.3.2p01-5 on a Debian box I would like to know if the password hashing algorithm is configurable somewhere or if there's a way to do the following : I'd like to interface an existing customer database with otrs, in which there are already customer passwords. The problem is that these passwords are hashed using the SSHA algorithm and not the one used by otrs it seems. My passwords look like '{SSHA}some_encrypted_stuff_here'. I know that the other application I use would accept things like '{CRYPT}some_differently_encrypteds_stuff_here', but the problem is of course that I don't have the passwords in cleartext. So can otrs validate customer passwords using SSHA encryption ? Thanks in advance Jerome Alet

2 1

Move_into permission
by Parent, Cyrille 23 May '05

23 May '05

I have a group of users that have the "move_into" and "create" role for another group. They are able to move tickets to the other group's queue but as soon as they do they are give a "no permission go away" message. What's the deal? Cyrille OTRS-WIN 124

2 1

changing smtp server
by Kapt Kaos 20 May '05

20 May '05

How would I set the smtp server otrs uses to send email? I am running 2.0.0-beta2. I am set to pop mail down from one server but need to use another for sending mail. Thank you, Kapt Kaos

2 1

RE: [otrs] Perl LDAP error
by Pete McDonnell 20 May '05

20 May '05

Has anyone seen this before at all? As it seems to reference the CustomerUser portion of the LDAP configuration - is that the part used for customer authentication at the customer login page? As we are not using the customer login portion, can I simply comment out that portion of the config? Any info would be greatly appreciated! Thanks! Anxiously awaiting OTRS 2.0! - Pete McDonnell _____ From: Pete McDonnell Sent: Thursday, May 19, 2005 6:07 PM To: User questions and discussions about OTRS. Subject: [otrs] Perl LDAP error When performing some actions (I can't reproduce this error on demand) I get the following error: Software error: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 53. For help, please send mail to the webmaster ([no address given] <mailto:%5Bno%20address%20given%5D> ), giving this error message and the time and date of the error. I just transfered the configuration changes listed from my sandbox system (1.3.2) to my production system (1.3.1 - Suse 9.1) by copying and pasting the config below. All LDAP functionality works fine and if you get the error a simple "refresh" or "reload" lets the action complete. Line 53 is marked in the code below...Any advice would be greatly appreciated. Thanks! $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ad server name removed'; $Self->{'AuthModule::LDAP::BaseDN'} = 'base dn removed'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'username remove'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password removed'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ad server removed'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} ='base dn removed'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'username removed'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password removed'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user' ************************This is line 53 in my Config.pm }, # customer uniq id CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'ad server removed', # ldap base dn BaseDN => 'base dn removed', # 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 => 'username removed', UserPw => 'password removed', AlwaysFilter => '(objectCategory=person)', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (416) 873-7153 "I'd give my right arm to be ambidextrous." - Anonymous

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RE: [otrs] How do increase the number of 'You wrote:' lines?
by Varsani, Rajendrakumar (PSD) 20 May '05

20 May '05

So that customers see more of the original message that they originally sent. In the following example the default six lines is not enough: Your Help Desk ticket number is : 2005051910000393 and is recorded in the subject heading of this email You wrote: > > Computer model: > Operating System: > Software: > Phone ext: > Room No: Your e-mail will be answered by a human asap PSD's IT Team Any help appreciated Rajendrakumar Varsani Rajendrakumar.varsani(a)psd.defra.gsi.gov.uk York, 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. The original of this email was scanned for viruses by the Government Secure Intranet (GSi) virus scanning service supplied exclusively by Energis in partnership with MessageLabs. On leaving the GSi this email was certified virus-free

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Perl LDAP error
by Pete McDonnell 19 May '05

19 May '05

When performing some actions (I can't reproduce this error on demand) I get the following error: Software error: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/CustomerUser.pm line 53. For help, please send mail to the webmaster ([no address given] <mailto:%5Bno%20address%20given%5D> ), giving this error message and the time and date of the error. I just transfered the configuration changes listed from my sandbox system (1.3.2) to my production system (1.3.1 - Suse 9.1) by copying and pasting the config below. All LDAP functionality works fine and if you get the error a simple "refresh" or "reload" lets the action complete. Line 53 is marked in the code below...Any advice would be greatly appreciated. Thanks! $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ad server name removed'; $Self->{'AuthModule::LDAP::BaseDN'} = 'base dn removed'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'username remove'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password removed'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ad server removed'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} ='base dn removed'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'username removed'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password removed'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user' ************************This is line 53 in my Config.pm }, # customer uniq id CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'ad server removed', # ldap base dn BaseDN => 'base dn removed', # 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 => 'username removed', UserPw => 'password removed', AlwaysFilter => '(objectCategory=person)', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (416) 873-7153 "I'd give my right arm to be ambidextrous." - Anonymous

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Re: [otrs] Active Directory authentication working, just one problem...
by Alexis Castillo 19 May '05

19 May '05

When I try to log in a user that is not in the OTRS group for the first time, I get a "Can't activate user.". Even more, if the user does not have the information that OTRS is using to fill the DB, it won't let the user log in for the first time. After logging in the first time and having the user created in the DB, I experience the same behavior you're mentioning, the user can log in regardless of being in the group or not. Chris de Vidal wrote: >Alexis Castillo said this with great authority: > > >>Here's my configuration for LDAP against AD. I hope it helps. >> >> > >OK that doesn't look much different than mine. Could you please confirm >that a user that is NOT in this group cannot log in? That's the behavior >I see; anyone can log in. > >CD > >Ever lied? You're a liar. Ever stolen? You're a thief. Ever hated? The >bible equates hate with murder. Ever lusted? Jesus equated lust with >adultery. You've broken God's law. > >He'll judge all evil and you're without hope -- unless you have a savior. >Repent and believe. >_______________________________________________ >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/ > > -- Alexis Castillo Systems Administrator Quicksilver Express Courier http://www.qec.com/

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Re: [otrs] Active Directory authentication working, just one problem...
by Alexis Castillo 19 May '05

19 May '05

Here's my configuration for LDAP against AD. I hope it helps. Alex. # # Configuration for LDAP user authentication # $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'example.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=LDAP_USER,cn=Users,dc=example,dc =com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; # # Control Who gets in via LDAP # $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS, ou=Intranet, ou=Access Cont rol, ou=city, dc=example, dc=com'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; Chris de Vidal wrote: >Alexis Castillo said this with great authority: > > >>It's working for me, but I only have it for internal users. >> >>Comment out the >> >>$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; >> >>in Config.pm >> >>You should only have the >>$Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; >> >>Only users in your >>$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=<group>, ou=<its OU>, >>dc=example, dc=com'; >>should be able to log in. >> >> > >Bummer, still not working. > >I just have these two lines: >$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=<group>, ou=<its OU, >dc=example, dc=com'; >$Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; > > >I thought it was working. I set it to a group I'm in and was able to log >in. So I logged out and set it to another group and I could still log in. > >Care to copy and paste all of the Active Directory sections of your >Config.pm file so I can see if I'm missing anything or misunderstanding >you? > >CD > >Ever lied? You're a liar. Ever stolen? You're a thief. Ever hated? The >bible equates hate with murder. Ever lusted? Jesus equated lust with >adultery. You've broken God's law. > >He'll judge all evil and you're without hope -- unless you have a savior. >Repent and believe. >_______________________________________________ >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/ > > -- Alexis Castillo Systems Administrator Quicksilver Express Courier http://www.qec.com/

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Deleting data from OTRS
by Richard Hamson 19 May '05

19 May '05

Hi, I was wondering what the best way to delete data i.e. users and mail queues from OTRS is? Obviously there is no function within the interface to do it so is it done exclusiviely from the backend? If so are there any issues to bear in mind so that I dont end up with corrupt data? Any guidance on this would be appreciated Richard _________________________________________________________________ Winks & nudges are here - download MSN Messenger 7.0 today! http://messenger.msn.co.uk

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RE: [otrs] OTRS is not using the secone email address as FROM: on reply
by Peter van Beugen 19 May '05

19 May '05

Create "System e-mail addresses" and select the proper one in "Queues" Regards Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Sven Fischer Verzonden: donderdag 19 mei 2005 13:42 Aan: otrs(a)otrs.org Onderwerp: [otrs] OTRS is not using the secone email address as FROM: on reply Hi, in our OTRS setup we have two incoming emailboxes (A and B) where the mails are fetched from and queued in properly. A is queued into A-queue and B into B-queue, but if we are replying to a ticket in both cases the email address A is used in the FROM: field. The question is, is it and how is it possible to use email address A as FROM: reply field for queue A and email address B as FROM: reply field for queue B ?!? Thank you, Sven _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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OTRS is not using the secone email address as FROM: on reply
by Sven Fischer 19 May '05

19 May '05

Hi, in our OTRS setup we have two incoming emailboxes (A and B) where the mails are fetched from and queued in properly. A is queued into A-queue and B into B-queue, but if we are replying to a ticket in both cases the email address A is used in the FROM: field. The question is, is it and how is it possible to use email address A as FROM: reply field for queue A and email address B as FROM: reply field for queue B ?!? Thank you, Sven

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Re: [otrs] Deleting data from OTRS
by duarte.cordeiro＠cm-lisboa.pt 19 May '05

19 May '05

u don't want to delete users/queues... later on when you access a old ticket that references those users/queues.. what then? You should better mark them invalid. Just my 2 cents, Duarte

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LDAP and exchnage 5.5
by Richard Harvey 19 May '05

19 May '05

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello all, Can anyone help. I'm ripping my hair out. I have a Debian server Apache, PHP4, Open LDAP (NET::LDAP) etc. etc..... There is a M$ exchange server in the building. I can do LDAP look ups against it. using user ldapquery with the correct password. I know that o="Pinnacle Insurance plc" and that ou="BOREHAMWOOD" c=GB Now like I say I have written a PHP script and can successfully auth with these credentials What I cant do is get this working in OTRS. What I need to know is what details do I need for OTRS and how do I extract these from MS exchange. If anyone can help it would be greatly appreciated. - -- ~~~~~~~~~~~~~~~~~~~~~~ Richard Harvey Systems Administrator Cardif Pinnacle Ext: 6452 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.5 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFCjE4wRTb3HqkW5oARApsNAJ0f6RrTrU4LJJnqbpdP+s3zZDgFxQCfTfiX dJZCxcX2YS2RaCntehg/hh0= =TyuF -----END PGP SIGNATURE-----

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Limit Note Size
by Ashish 19 May '05

19 May '05

Hi all, I want to limit the note size of the tickets while adding notes to say 10 lines or 800 characters. Is this possible through some feature in otrs or i have to write some script about that. I am currently using otrs 1.3.2 on apache on fedora 3. Or if somebodyhas already done it and can share the solution with me. i will be highly thankful to him. -- Thanks, __________________________________ Ashish

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ldap customer search slows down webinterface A LOT
by aloclarit＠aol.com 19 May '05

19 May '05

Not sure if this is really a bug but when I setup otrs to point to an LDAP backend for customers it seems to look them up just fine in a timely manner but now every time I click on any button that has to do with tickets (search tickets, zoom ticket etc...) it takes about 30 seconds to open the site. If I take the ldap stuff in Config.pm the webinterface responds nearly instantly so it's definitely LDAP. I wouldn't be amazed if my LDAP lookups also took 30 seconds but they don't !! Yet searching the ticket database takes ages. I guess otrs does an LDAP lookup for every ticket it finds to match the customer but should that take 30 seconds considering that I only have one ticket in there for testing right now. Otherwise I like otrs more and more..keep up the good work !!!! Alex

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RE: [otrs] Install problem on SuSE 9.2
by Cainkar, Paul 19 May '05

19 May '05

Unfortunately, the only RPM currently available for OTRS is for Suse 9.1. Even if you could get it to work, it would be bad practice for a production system. Having said that... It can be done... There isn't much different between 9.1 and 9.2 other than a few dependencies and path names, but I seriously recommend a predictable documented install using the manual method. Your documentation, disaster recovery documentation, backup procedure, peers, and successors will thank you. Paul Cainkar P.S. The manual installation instructions shouldn't differ much from distro to distro. It's most composed of make-compiles and the usage of cpan. Apache configuration will probably be the only thing that changes. -----Original Message----- From: jennyw [mailto:jennyw@dangerousideas.com] Sent: Wednesday, May 18, 2005 6:19 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Install problem on SuSE 9.2 On Wed, May 18, 2005 at 02:05:11PM -0600, Cainkar, Paul wrote: > I had the same problem. The 9.1 rpm is really not designed for 9.2, > but it will work with a little modification (namely, dependencies). > May I advise attempting the manual install? If that's what it takes, I'll do that. I'm a little reluctant to do this only because I'm new to SuSE (or anything else non-Debian), and want to put an effort into learning the packaging system before I go off and install everything from source. Jen _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] Install problem on SuSE 9.2
by Cainkar, Paul 19 May '05

19 May '05

I had the same problem. The 9.1 rpm is really not designed for 9.2, but it will work with a little modification (namely, dependencies). May I advise attempting the manual install? -----Original Message----- From: jennyw [mailto:jennyw@dangerousideas.com] Sent: Wednesday, May 18, 2005 10:25 AM To: otrs(a)otrs.org Subject: [otrs] Install problem on SuSE 9.2 I searched through the mailing list archives, and saw that someone else had a similar problem, but didn't see a solution. I downloaded 1.3.2 from the OTRS Web site, and installed using YaST2. When I try to start apache2, I get this error: Syntax error on line 10 of /etc/apache2/conf.d/otrs.conf: Invalid command 'Perlrequire', perhaps mis-spelled or defined by a module not included in the server configuration If anyone has any suggestions on how to fix this, I'd love to hear them! Thanks! Jen _______________________________________________ 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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