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Re:[otrs] Install problem on SuSE 9.2
by Kevin Kasner 19 May '05

19 May '05

I just got otrs working on my Suse 9.2 system & ran into the same problem. I found the answer in the otrs FAQ (after much digging): Title: SUSE Linux: Invalid command 'Perlrequire'... Category: webserver State: public (all) Language: en Keywords: apache mod_perl perl suse Attachment: Symptom: You installed OTRS on SUSE Linux but if you want to start the webserver you get an error messsage. shell> rcapache2 start 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 shell> Problem: You need to load mod_perl in apache. Solution: Follow this way and activate perl: YaST -> Networkservices -> HTTP-Server -> Modules -> perl Now you should be able to start your webserver with "rcapache2 start" Modified: 01/07/2005 08:48:04

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Active Directory authentication working, just one problem...
by Alexis Castillo 18 May '05

18 May '05

Chris, 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. -- Alexis Castillo Systems Administrator Quicksilver Express Courier http://www.qec.com/

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Install problem on SuSE 9.2
by jennyw 18 May '05

18 May '05

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

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Re: [otrs] Install problem on SuSE 9.2
by Alexis Castillo 18 May '05

18 May '05

Jen, From what I'm guessing, you need to add perl to the APACHE_MODULES list in /etc/sysconfig/apache2 Alex. jennyw wrote: >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/ > > -- Alexis Castillo Systems Administrator Quicksilver Express Courier http://www.qec.com/

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insecure dependency error running installer.pl for the first time
by Ben Hall 18 May '05

18 May '05

please help. I've just installed otrs beta 2 and received the following errors when trying to run installer.pl and index.pl for the first time. [Wed May 18 15:27:17 2005] [error] Insecure dependency in require while running setgid at /opt/otrs/bin/cgi-bin/installer.pl line 47.\nBEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 47. [Wed May 18 15:27:12 2005] [error] [Wed May 18 15:27:12 2005] -e: Insecure dependency in eval while running setgid at /opt/otrs//Kernel/Config/Defaults.pm line 1622. the server is fedora core 3 apache 2 with SELinux turned off. httpd runs as user apache and group apache. I've run SetPermissions.pl with the following parameters: ./SetPermissions.pl /opt/otrs otrs apache otrs apache my http.conf looks like so: # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl AllowOverride None # ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders Order allow,deny Allow from all </Location> # directory settings <Directory "/opt/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 any ideas on how i can progress my install Ben

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Re: FW: [otrs] Active Directory authentication working, just one problem...
by Chris de Vidal 17 May '05

17 May '05

Cainkar, Paul said this with great authority: > I've found the same thing. You just don't share the url and you prevent > them from having access to anything. Ahh security by obscurity. Anyone know how to really prevent it? The documentation seems to indicate this is possible but I can't get it to work. 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.

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Active Directory authentication working, just one problem...
by Chris de Vidal 17 May '05

17 May '05

Great program! OTRS 1.3.2 CentOS 3.3 Perl 5.8.0-88.7 Apache 2.0.46-40.ent.centos.1 Kernel 2.4.21-20.EL.c0 Windows 2000 Active Directory Nutshell: Active Directory authentication is working but I cannot exclude users from logging into the Agent area. Details: I followed this documentation: http://otrs.mirror.netmonic.com/misc/doc/cvs/en/html/ldap-integration.html I added these lines to Config.pm: ================================= $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '<domain controller>'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=example, dc=com'; ### I changed the name of the domain to example.com ### ### to protect the innocent ### $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=<OTRS username>,OU=<its OU>,DC=example,DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '<password>'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '<domain controller>'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=example, dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=<OTRS username>,OU=<its OU>,DC=example,DC=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '<password>'; $Self->{CustomerUser} = { Name => 'Active Directory', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '<domain controller>', BaseDN => 'dc=example, dc=com', SSCOPE => 'sub', UserDN => 'CN=<OTRS username>,OU=<its OU>,DC=example,DC=com', UserPw => '<password>', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; ========================================================== Any user can log into the Agent area. As far as I can tell, they don't have rights to do anything, but even so I don't want them going there. So I added these lines: $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=<group>, ou=<its OU>, dc=example, dc=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; #$Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; No good. I cannot log in even though my account is in that group. I tried commenting the UID line and commenting the DN line, no good. Ideas? The documentation says to create a posixGroup but there's no such beast in Active Directory. I used a standard Global group. CD

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How to display only sub-queues in Change queue
by Akbar S. Ahmed 17 May '05

17 May '05

Hi, I would like to limit the list of queues that are visible in the Change queue drop down list. Specifically, is there a way to display only sub-queues of a given queue in the Change queue drop-down? If the above is possible, then how would I limt the queues in the Change queue drop-down to only the sub-queues of the current queue, plus the Junk queue? Thanks in advance, Akbar

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Company Tickets
by Philippe Roth 17 May '05

17 May '05

Dear All, Thank you for the last answer. We now have some more questions: - 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, PHRoth - Switzerland

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1.3.2 installation failure on FreeBSD 4.9
by Paul Southworth 16 May '05

16 May '05

I had a working OTRS installation on this system but lost the data and now must reinstall from scratch. So I have been through this once before successfully and I can't figure out why it doesn't work now. I think I followed the INSTALL instructions. I did the manual database schema setup, not installer.pl. All I get from the web server is 'Internal Server Error'. [Sat May 14 19:48:53 2005] [error] [client 69.17.97.230] Premature end of script headers: /home/otrs/bin/cgi-bin/index.pl The installer.pl script gives the same error. I am using Apache 1.3.33, perl 5.8.6, and MySQL 4.1.11 on FreeBSD 4.9. The system is a FreeBSD jail. I started with mod_perl 1.29 and then uninstalled it and switched to CGI mode, both fail. I am running the web server as the otrs user. The otrs user is in the web server group. I ran SetPermissions.sh. I edited Kernel/Config.pm. I have verified that the otrs MySQL user can log into the database and that the database tables were created. perl thinks syntax is ok... admin# perl -cw bin/cgi-bin/index.pl bin/cgi-bin/index.pl syntax OK admin# perl -cw bin/cgi-bin/installer.pl bin/cgi-bin/installer.pl syntax OK otrs.checkModules runs ok... admin# bin/otrs.checkModules CGI ... ok Date::Pcalc ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Email::Valid ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok Troubleshooting suggestions would be appreciated. --Paul

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Question: using Zope authentication for sigle sign-on
by mhmh0023＠yahoo.com.tw 13 May '05

13 May '05

Hi, We have a web server running Zope/Plone (with default flat file DB and no LDAP) and would like to use existing authentication for OTRS as single sign-on. The module HTTPBasicAuth seems not working with Zope. I did a search on the web and this list, and couldn't find anything useful. If anyone was able to get single sing-on working with Zope (without LDAP), please give me some pointers. BTW, to get OTRS installed on our web server (apache 2.0.51-2.9/Zope 2.7.2 final on FC2) was not quite straight forward as regular setup. Several tweaks are used to get OTRS working. Zope requires dynamic host and HTTP rewrite rules in the HTTPd.conf. An exception (another rewrite rule) for /otrs/ is needed. "Alias" listed in /etc/httpd/conf.d/otrs.conf does not work for our setup (after the rewrite rule applied), so a symbolic link (/var/www/html/otrs -> /opt/otrs/bin/cgi-bin) was used to bypass this problem. Also, SetPermission.sh sets /opt/otrs with 700 and owned by otrs:apache (as shown in the manual). However, this prevents modules in /opt/otrs/Kernel to be loaded. So, the permission of /opt/otrs is changed to 711 to solve this problem. Any info is appreciated. Thanks. -- Mark _______________________________________________________________________ Yahoo!奇摩電子信箱免費容量250MB，信件在多也不怕 http://tw.promo.yahoo.com/mail_new/index.html

1 0

Company tickets
by Philippe Roth 13 May '05

13 May '05

Dear All, We would like to know what is the difference between "My Ticket" and "Company tickets" in the customer interface? The tickets are the same under the both interface. Many Thanks in advance, PHRoth Switzerland

2 1

No mail sending ... warning
by martin hochreiter 13 May '05

13 May '05

Hi! We are sending mails via otrs-postfix and a mail relay. Unfortunately the mail relay is down sometimes. Can I configure otrs and/or postfix to notify me via otrs that an email could not be delivered? lg

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CC Field in customer web inerface.
by Giuseppe LO BIONDO 12 May '05

12 May '05

Hi! does anyone know if it is possible for a customer user to open a call and automatically notify other relevant users using the customer web interface? A CC field in the web interface would do the job... but it would be great if an user can open a call and allow other users to have access to the call progresses via web (and receive email notifications accordingly to the user setup). If something similar is missing it would be a nice feature to add. regards, Giuseppe

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spell check
by Daniel Balan 12 May '05

12 May '05

Hello otrs, I am using the speller but it doesn't work while I am using it from Email ticket. If it is used from Phone ticket or from Compose Answer every thing is fine. I am using 1.3.2 Any idea on how to fix it? Thanks Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://linux.bitdefender.com/

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FAQ
by martin hochreiter 11 May '05

11 May '05

Hi! I want to remove the 'modified ...' phrase in the result of customer faq search. How can I do that? lg

1 0

Some tickets not reflected
by Lim Wee Lee 10 May '05

10 May '05

Hi, Recently some tickets sent to OTRS was not reflected in the queue but it was inside the database. Even when a utility is used to do a search, the ticket can not be found. Anyone have any resolution on this? Best Regards Lim Wee Lee

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Duplicate Tickets
by Lim Wee Lee 10 May '05

10 May '05

Hi, OTRS was working fine for the past few months but recently it triggered off duplicate tickets when a user send an email to OTRS. Anyone got any resolution to this? Thanks in advance. Best Regards Lim Wee Lee

1 0

Permission
by Brian Ronk 09 May '05

09 May '05

Ok, I finally went with a .tar.bz2 install instead of the standard Gentoo one. I had too many issues with it. I think I have everything taken care of with the tar install, except that I'm getting a 403 Forbidden error. I have otrs installed in /opt, ran "SetPermissions.pl /opt/otrs otrs apache apache apache" as root (tried as otrs, but it didn't work) and got mySQL set up. As far as I can tell I have everything set. Oh, and Apache2 has the Alias lines set in commonapache2.conf. Is the permission error something with the Apache2 setup, or in the permissions on the directories? Thanks. -- Brian Ronk System Administrator BookMasters, Inc

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RE: [otrs] Question about switching article storage type
by Patrik Forsberg 09 May '05

09 May '05

> Does OTRS deal happily with some articles in the DB and some on the > FS? I might just not have noticed that the older tickets have issues. yes, OTRS is quite happy with having both DB and FS located articles. I switched from DB to FS a while back and haven't noticed any trouble with it. > Is there any easy way to move article information out of the DB and > rebuild the FS-based files, so I can clean up my DB? Maybe a handy > script? :) Yea I'd like one to.. dunno if one exist but if it does I'd happily use it! Regards, Patrik

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Question about switching article storage type
by Bryan Fullerton 09 May '05

09 May '05

Howdy, Back when I started using OTRS (2002-2003), I was using ArticleStorageFS for my TicketStorageModule setting. At some point the setting was lost from my Config.pm, and a bunch of article information was stored in the DB (2003-2005). I've now switched back to ArticleStorageFS. Questions: Does OTRS deal happily with some articles in the DB and some on the FS? I might just not have noticed that the older tickets have issues. Is there any easy way to move article information out of the DB and rebuild the FS-based files, so I can clean up my DB? Maybe a handy script? :) Thanks, Bryan

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Re: [dev] How to make Email field in the add user page to take null value.
by sumeet prasad 09 May '05

09 May '05

Victor, Peter, Thanks for the pointers. Its works. Some inside stuff of the problem. The schema where I am able to find user email is in user_preferences table. Schema is: # ----------------------------------------------------------------------- # user_preferences # ----------------------------------------------------------------------- drop table if exists user_preferences; CREATE TABLE user_preferences ( user_id INTEGER NOT NULL, preferences_key VARCHAR (150) NOT NULL, preferences_value VARCHAR (250), INDEX index_user_preferences_user_id (user_id) ); I am able to see UserEmail field at the mysql command line output of user_preference table. Preference key column has the "UserEmail" and the email address is under preferences_value. Can any one tell me how this field can be made null. First time i have come across INDEX index_user_preferences_user_id. Could any one tell me more on this schema. And how to make the UserEmail field null. Regards, Sumeet Victor Rodriguez Cortes <victor.rodriguez(a)valmesa.es> wrote: Hello! As a workaround, you can use a non existent mail address like "thisdoesntexist(a)yourdomain.org". It's important that the domain part of the mail address exists to pass the automatic MX check in DNS. Regards, On 8 May 2005 at 23:50, sumeet prasad wrote: > > Hi OTRS Team, > > I don't want to give email address in the field Email: while creating > user(agents). Its not creating user when email id not given. > > How could I give null value in email field andcreate users ? > > Its urgent. Could any one please give inputs. > > Regards, > Sumeet --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. --- _______________________________________________ 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

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OTRS 2.0 beta1
by Stefan Rother 09 May '05

09 May '05

Good morning! Because there a lot of people not subscibt at the OTRS announce list, here comes the information as well: The OTRS Team is pleased to announce the first beta release of the Trouble-Ticket-System OTRS 2.0.0 beta1. More informations you could found at: http://lists.otrs.org/pipermail/announce/2005/000034.html Thanks for your help!:) With kind regards, Stefan Rother -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

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How to make Email field in the add user page to take null value.
by sumeet prasad 09 May '05

09 May '05

Hi OTRS Team, I don't want to give email address in the field Email: while creating user(agents). Its not creating user when email id not given. How could I give null value in email field and create users ? Its urgent. Could any one please give inputs. Regards, Sumeet

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Attachments in otrs
by Tejas Desai 09 May '05

09 May '05

I am trying to change the directory where the attachments end up in otrs. In order to do so I created a new directory in otrs and put the following lines in the Config.pm: # article fs dir $Self->{ArticleDir} = '/opt/otrs/uploads'; But the attachments still end up in the database I guess because I don't see them anywhere. Please let me know what I need to change in order to get this working. Thank You, Tejas Desai UCLA LONI

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Can't re-login after 'Session has timed out. Please log in again.'
by s taylor 08 May '05

08 May '05

Hello. What causes a session not being able to be started (can't login or re-login) regardless of the valid user when session timed out? I'm testing the installation and I've been switching between various logins, be it customer, agent, or root depending on what I'm testing. The new problem is that the message, 'Session has timed out. Please log in again.' is displayed, not allowing login nor re-login to neither 'customer.pl' nor 'index.pl' regardless of the user. This is the first time I've run into this. There are no records stored in the database's 'sessions' table. All logins are 'valid'. The system is still able to detect when a login is typed incorrectly. I can still 'create new customer account' via customer.pl, but can't login using it due to 'Session has timed out. Please log in again.' message. I always make sure there is no sessions id on the URL just to make sure it's not picking up an old session id from cache. I'm trying to avoid some of the traditional basic methods that could alleviate the problem via the backdoor, but I would like to know what may be causing the problem and what the recommended solution would be. I hope when this problem is solved, I can replicate it for a better understanding of this software. I'm testing it on a Unix FreeBSD system. Thanks.

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Manually purge old/removed tickets, performance woes
by moe 07 May '05

07 May '05

hi, we're running otrs 1.3.2p01 on a rather weak "AMD Sempron 2200", 512MB, IDE softraid using the postgres backend. i'm seeing serious slowdowns (requests can take up to several minutes when multiple users are working on it) with these figures: - up to 5 concurrent users - tbl article 80982 items - tbl ticket 42625 items the following performance relevant changes have been made: - Config.PM has $Self->{TicketIndexModule} = 'Kernel::System::Ticket::IndexAccelerator::StaticDB'; - i've changed the 'id' column in the article table to bigint (to make postgres use the index) - some postgres tweaking, regular vacuum analyze / vacuum full the effect was little so i'm now seeking to reduce the article count by purging old tickets from the database. thus i've created an agent job to delete tickets that are either in state 'removed' or older than 8 weeks. unfornationally that job runs _really_ slow (as in ~2 tickets per second). it seems GenericAgent is doing it the hard way (find single ticket, delete, repeat...). i really want to help out by kicking off a series of "delete from .." on the database but i don't know how. can someone please enlighten me: 1. how do i find all tickets that are 'removed' or older than 42 days? (sql) 2. from which of the 91 tables do these tickets (and refs) need to be deleted in order not to break something? thanks for any advice! best regards moe

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Customers to see all tickets
by Rahul Pilani 06 May '05

06 May '05

I want the customers to see all the tickets that are there in any queue right now. Is there a way that this can be done?.. I see the company tickets link in the customer view, but this doesnt seem to be working. I have setup customer<->user groups. What else do I need to do? If I am getting the company tickets feature wrong, can anyone tell me what's the purpose of that link? It seems to be showing the same set of tickets that a customer put in anyways. Thanks Rahul

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RE: [otrs] Ldap authentification - several BaseDN's
by Pete McDonnell 06 May '05

06 May '05

Have you tried this yet? You may wish to refer to my previous message (attached) on a similar topic. I get results from all Ous if I don't get too granular - the problem I'm facing is that I also get computer names too - there's no filter to only select records which are of type "user". - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: martin hochreiter [mailto:linuxbox@wavenet.at] > Sent: Wednesday, May 04, 2005 9:48 AM > To: User questions and discussions about OTRS. > Subject: [otrs] Ldap authentification - several BaseDN's > > Hi there! > > How can I combine several BaseDN's for authentification. > > e.g. > BaseDN1: ou=b,ou=a,o=hbd > BaseDN2: ou=c,ou=a,o=hbd > > (To search through ou=a,o=hbd is not possible, as there are > other subtrees that contain the user data - 'duplicated > entries found')? > > lg > martin > _______________________________________________ > 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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Windows version of 2.0 beta
by Ronan O'Brien 06 May '05

06 May '05

We're been running 1.2.2 for Windows very successfully for over a year. I'm keen to test to the newer version but the latest Windows release I can find is 1.2.4. Where can I download 2.0 beta for Windows? Thanks, Ronan O'Brien Network Administrator Thames Reach Bondway http://www.thamesreachbondway.com _____ This message and any attachments ("the message") has been sent by Thames Reach Bondway - ending street homelessness. For more information about homelessness please look at our website www.thamesreachbondway.com <http://www.thamesreachbondway.com/> Thames Reach Bondway Housing Association Ltd is an Industrial & Provident Society registered under the Industrial and Provident Societies Act 1965, Register No 24377R and is an exempt charity. This message is intended solely for the addressee(s) and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accordance with its purpose and any dissemination or disclosure, either whole or partial, is prohibited except by formal approval. The contents of this message may contain personal views which are not the views of Thames Reach Bondway, unless specifically stated. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

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otrs 2 beta cannot add FAQ categories
by aloclarit＠aol.com 06 May '05

06 May '05

I just installed otrs 2.0 beta and noticed that I cannot seem to add new FAQ categories. When I open the Category page I see 2 'Add' buttons on the right half of the page. One towards the middle and one on the very right. When I add a category and click the very right 'Add' button nothing happens at all. When I press enter or click the other 'Add' button it looks like otrs does something, then the screen refreshes but the new category is not added. Also in the admin section when you click on 'SysAdmin' you get this error : mismatched tag 'ConfigItem' I'll file a bugreport also. I tried Beta1 and Beta20050422 no change. Anyone ?

2 1

Changing the ticket format
by Rahul Pilani 05 May '05

05 May '05

I want to change the ticket format, so that when a customer logs in, he can see the end date of a particular ticket. The end date is the the date by which the agent thinks the ticket will be taken care of. Is it very difficult to extend the existing OTRS app to include this change, and if not , how do I go about doing the change? Rahul Pilani

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Database Schema
by Stephen Martin 05 May '05

05 May '05

Is the OTRS database schema documented anywhere? If so, where? -- Stephen Martin Management Concepts http://www.ManagementConcepts.com 703.270.4096

3 2

Different between OTRS and OTRS 2.0 beta
by Alessandro Palumbo 05 May '05

05 May '05

Where i can find the new features of OTRS 2? Thank you Alessandro

2 1

Changing States
by Hal Berenson 05 May '05

05 May '05

Is there any way in the UI to change the state of a case? In general the documentation on State is pretty sparse. Am I correct when I say that state transitions can be controlled by entries in Kernel/Config.pm? But otherwise, there is no way to change the state of a case other than directly hacking the database? Thanks! Hal Berenson, President PredictableIT Phone: 805-212-1025 ext 101 hberenson(a)predictableit.com <mailto:hberenson@predictableit.com> Helpdesk: 805-212-1025 ext 1

2 1

Question abount Apache 2 e mod-perl-2
by Massimo Ardizzone 05 May '05

05 May '05

Can i install the calendar new feature without mod-perl-2? I have some problem wih apache2.... -- Max

5 7

IIS and MS SQL setup
by Hal Berenson 04 May '05

04 May '05

Since I'm a former member of the SQL Server development team I'll eventually get around to making OTRS work against it. But I have to admit that I'm too tied up getting this new business launched to work on it right now. So it will be sometime this summer before I can work on it. Hal Berenson, President PredictableIT Phone: 805-212-1025 ext 101 hberenson(a)predictableit.com <mailto:hberenson@predictableit.com> Helpdesk: 805-212-1025 ext 1

1 0

RE: otrs Digest, Vol 22, Issue 3
by Maciak, TJ 04 May '05

04 May '05

Hello Christian, I started over from scratch, and was able to get the system working 100% now. I think the problem may have been that the files were owned by apache:apache instead Of otrs:apache as my Config.pm file was configured correctly. I am however using Fedora Core 3 for future reference. Thanks for your reply. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 Message: 2 Date: Wed, 4 May 2005 08:57:54 +0200 From: Christian Schoepplein <christian.schoepplein(a)otrs.de> Subject: Re: [otrs] problem with version 2.0 beta To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <20050504065754.GC4659(a)jvc-schoeppi.schoeppi.net> Content-Type: text/plain; charset=us-ascii Hello! On Di, Mai 03, 2005 at 04:57:20 -0400, Maciak, TJ wrote: > I have been having problems related to the otrs not being able to find a > lot of the .PM files (even though they are there). How have you installed OTRS? On witch system? > I tried to fix this by placing use lib statements in index.pl for > /opt/otrs and /Kernel/cpan-lib etc. and that worked for some > of the files but it seems like I keep having to do it. Any > ideas/suggestions on how I can tell otrs to look at all the right > places for /opt/otrs? Thanks! The homedirectory of OTRS should be defined in Kernel/Config.pm. Use the foloowing parameter: $Self->{Home} = '/opt/otrs/'; Regards, Christian -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

1 0

Ldap authentification - several BaseDN's
by martin hochreiter 04 May '05

04 May '05

Hi there! How can I combine several BaseDN's for authentification. e.g. BaseDN1: ou=b,ou=a,o=hbd BaseDN2: ou=c,ou=a,o=hbd (To search through ou=a,o=hbd is not possible, as there are other subtrees that contain the user data - 'duplicated entries found')? lg martin

1 0

v2 beta : urls in emails broken
by Christophe Zwecker 04 May '05

04 May '05

Hi, we get mails like this: [: 200505040000026] Neues Ticket! (test) Hi Christophe, es ist ein neues Ticket in "<OTRS_TICKET_QUEUE>"! test schrieb: <snip> >> test <snip> http://xxxxxx.de/otrs/index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Dein OTRS Benachrichtigungs-Master like the the links are useless. I got this in Config.pm $Self->{'Ticket::Hook'} = 'Ticket#'; $Self->{'Ticket::HookDivider'} = ''; any ideas ? thx alot

1 0

problem with version 2.0 beta
by Maciak, TJ 04 May '05

04 May '05

I have been having problems related to the otrs not being able to find a lot of the .PM files (even though they are there). I tried to fix this by placing use lib statements in index.pl for /opt/otrs and /Kernel/cpan-lib etc. and that worked for some of the files but it seems like I keep having to do it. Any ideas/suggestions on how I can tell otrs to look at all the right places for /opt/otrs? Thanks! An example: Tue Apr 26 06:03:10 2005 Error: [Tue Apr 26 06:03:10 2005] Ticket.pm: Can't locate MIME/Words.pm in @INC (@INC c[..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-15 Perl: 5.8.5 OS: linux Time: Tue Apr 26 06:03:10 2005 Message: [Tue Apr 26 06:03:10 2005] Ticket.pm: Can't locate MIME/Words.pm in @INC (@INC contains: ../../ /opt/otrs //../../Kernel/cpan-lib //../.. /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /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/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /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/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /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/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /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/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl //../.. //../../Kernel/cpan-lib) at /opt/otrs/Kernel/System/Email.pm line 16, <PRODUCT> line 4. [Tue Apr 26 06:03:10 2005] Ticket.pm: BEGIN failed--compilation aborted at /opt/otrs/Kernel/System/Email.pm line 16, <PRODUCT> line 4. [Tue Apr 26 06:03:10 2005] Ticket.pm: Compilation failed in require at /opt/otrs/Kernel/System/Ticket.pm line 26, <PRODUCT> line 4. [Tue Apr 26 06:03:10 2005] Ticket.pm: BEGIN failed--compilation aborted at /opt/otrs/Kernel/System/Ticket.pm line 26, <PRODUCT> line 4. Traceback (5791): Module: Kernel::System::Web::InterfaceAgent::Run (v1.6) Line: 181 Module: ModPerl::ROOT::ModPerl::Registry::var_www_html_otrs_index_2epl::handler (v) Line: 50 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 <http://otrs/otrs/index.pl#top> Top of Page Powered by OTRS 2.0.0 beta1 <http://otrs.org/> end T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448

2 1

Can't insert session id with otrs v2 beta
by Christophe Zwecker 03 May '05

03 May '05

hi, I merged settings from Config.pm, kept the old database, after login I get this: Can't insert session id! at /opt/otrs//Kernel/System/AuthSession/DB.pm line 194. whats wrong here ? Chris -- Christophe Zwecker mail: doc(a)zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de "Reality is that which, when you stop believing in it, doesn't go away"

1 1

otrs.checkModules fails to recognize perl modules
by Breno Moiana 03 May '05

03 May '05

Greetings! I am installing otrs here, according to the instructions posted on this list [1]. However, I am finding a strange behaviour. When I run the otrs.checkModules script, it doesn't find several perl MCPAN modules, which are installed. [1] http://lists.otrs.org/pipermail/otrs/2003-February/000869.html Here you have the output: ---cut--- [29Abr-14:14:19] [root@intra:/usr/bin]# /usr/share/otrs/bin/otrs.checkModules Can't stat /usr/share/otrs/Kernel/cpan-lib: Arquivo ou diretório não encontrado at /usr/share/otrs/bin/otrs.checkModules line 41 Can't stat /usr/local/lib/site_perl: Arquivo ou diretório não encontrado at /usr/share/otrs/bin/otrs.checkModules line 41 CGI ... not installed! (required - use "perl -MCPAN -e shell;") Date::Pcalc ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... not installed! (required - use "perl -MCPAN -e shell;") Email::Valid ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... not installed! (required - use "perl -MCPAN -e shell;") MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... not installed! (required - use "perl -MCPAN -e shell;") Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... not installed! (for SMTP backend - not required) Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok [29Abr-14:15:58] [root@intra:/usr/bin]# ---/cut--- However, when I run perl -MCPAN -e shell and try to install those missing modules, there is what I get: ---cut--- cpan> install CGI CGI is up to date. cpan> install Digest::MD5 Digest::MD5 is up to date. cpan> install Net::POP3 Net::POP3 is up to date. cpan> (...) ---/cut--- Please notice the first two lines of otrs.checkModules output: Can't stat /usr/share/otrs/Kernel/cpan-lib: File or directory not found at /usr/share/otrs/bin/otrs.checkModules line 41 Can't stat /usr/local/lib/site_perl: File or directory not found at /usr/share/otrs/bin/otrs.checkModules line 41 I am kind of clueless here, but believe this I am running Debian Sarge, with otrs being gotten through apt-get. Thanks for the help! Best Regards! Breno Moiana.

2 1

Attempting Active Directory connection - getting computer names i n results as well.
by Pete McDonnell 02 May '05

02 May '05

Our AD tree is structured something like this: - corp - Site 1 - Computers - Users - Site 2 - Computers - Users This is great for organization, but I'm not sure how to restrict my searches when AD/LDAP integration is enabled with such a hierarchy. Currently when I search for a user I get mutiple results which include the computer name (computer name = username in most circumstances). It appears as thought the default AD config simply lumps all users into one organizational unit 'Users' where the following is sufficient to restrict the results set to only contain users: $Self->{'Customer::AuthModule::LDAP::BaseDN'} ='ou=Users,dc=corp,dc=hipinteractive,dc=com'; In my case I would need multiple BaseDN entires (if possible) or another method of filtering the output by 'user' records only. In Surely someone must have come across this before... any suggestions? - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (416) 873-7153 "I'd give my right arm to be ambidextrous." - Anonymous

1 0

AutoIncrement not working for me
by Ben Conrad 02 May '05

02 May '05

Folks, I've been trying to get my ticket numbers to look like 1000,1001, etc but have had no luck. I've edited Config.pm and done a 'service httpd restart' and 'service otrs restart' $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement'; $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 4; $Self->{SystemID} = 1; In the log I see the ticket get created with the wrong number: Mon May 2 14:16:04 2005 notice OTRS-PM3-1 New Ticket [200505021000102] created (TicketID=9088, ArticleID=9305). # cat ./var/log/TicketCounter.log 10;2005-05-02; I've cleared the ./var/log/TicketCounter.log file but it gets set to the above format when I restart the daemons. What am I missing? Ben Ben Conrad Sr. Network Administrator Passkey International, Inc. [T] 617.237.8225

1 0

Error Message
by martin hochreiter 02 May '05

02 May '05

Hi! I was asking for that error message in the past - without success... So I try to ask again today: I have above mentioned error logs in my apache2 error.log with otrs 1.3.2 Can I do something against that? lg Martin --------- ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Mon May 2 10:06:54 2005 Message: Need ID or Name! Traceback (5164): Module: Kernel::System::State::StateGet (v1.7) Line: 81 Module: Kernel::Modules::AgentPhone::Run (v1.93.2.2) Line: 434 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 185 Module: ModPerl::RegistryCooker::run (v1.73) Line: 185 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 153 Module: ModPerl::Registry::handler (v1.99) Line: 16 ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Mon May 2 10:07:02 2005 Message: Need ID or Name! Traceback (5164): Module: Kernel::System::State::StateGet (v1.7) Line: 81 Module: Kernel::Modules::AgentPhone::Run (v1.93.2.2) Line: 434 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 185 Module: ModPerl::RegistryCooker::run (v1.73) Line: 185 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 153 Module: ModPerl::Registry::handler (v1.99) Line: 16 script not found or unable to stat ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Mon May 2 10:58:42 2005 Message: Need ID or Name! Traceback (6129): Module: Kernel::System::State::StateGet (v1.7) Line: 81 Module: Kernel::Modules::AgentPhone::Run (v1.93.2.2) Line: 434 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 185 Module: ModPerl::RegistryCooker::run (v1.73) Line: 185 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 153 Module: ModPerl::Registry::handler (v1.99) Line: 16 ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Mon May 2 10:58:45 2005 Message: Need ID or Name! Traceback (6129): Module: Kernel::System::State::StateGet (v1.7) Line: 81 Module: Kernel::Modules::AgentPhone::Run (v1.93.2.2) Line: 434 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 185 Module: ModPerl::RegistryCooker::run (v1.73) Line: 185 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 153 Module: ModPerl::Registry::handler (v1.99) Line: 16

2 1

Which agent at-a-glance.
by Dan Mahoney, System Admin 30 Apr '05

30 Apr '05

Could I suggest a minor feature? In the list of replies at the top...could it be possible to state WHICH agent replied to something? As the current owner isn't always a clue.... Like instead of: |-->agent (email-external) (plain) statistics? - 04/25/2005 18:49:29 |-->agent (email-external) (plain) - 04/29/2005 12:59:01 |-->agent (email-external) (plain) Gushi Systems Su[..]: - 04/29/2005 13:38:06 to see |-->agent (Bob Smith) (email-external) (plain) statistics? - 04/25/2005 18:49:29 -- "Ca. Tas. Tro. Phy." -John Smedley, March 28th 1998, 3AM --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org ---------------------------

2 1

bad email thread problem
by aloclarit＠aol.com 29 Apr '05

29 Apr '05

Guys I just installed otrs and when I was testing the email thread stuff I encountered a weird problem. 1. Customer sends request to otrs email box. 2. Otrs fetches it and puts it in raw queue. 3. Customer gets auto reply 4. Zooming the ticket now shows a 2 part email-thread. 5. Agent responds through otrs to ticket. 6. Zoom now shows a 3 part thread - so far so good. 7. Customer replies again - the reply never makes it. It's nowhere to be found. It's not in the raw queue or anywhere else. It simply vanishes it seems. Checking the otrs email box shows that it must have been fetchen cuz the box is empty. However where did it go ? In other words : it seems that after only 3 emails in a thread all subsequent replies go to /dev/null. Anyone seen this ? BTW. any idea why the timestamps on all history (FAQ's and tickets) are incorrect ? As soon as you touch a faq article it'll show the current time for the whole history of that article. F.e. if I created an article yesterday but update it today it'll say I created it today etc.. I use otrs 1.3.1 on gentoo. Help

1 0

Keep subject for notes.
by Yaroslav Klyukin 28 Apr '05

28 Apr '05

Hello, does anybody know how to make OTRS keep subject for notes, close or pending? For example, I want to keep the original subject line instead of making it a generic "Note!" "Close!" or "Pending!". Does anybody know how to do that? Thank you.

1 0

How to add OTRS_CUSTOMER_SUBJECT to new ticket body
by Ben Conrad 28 Apr '05

28 Apr '05

Hello folks, I'm having great success with OTRS so far, this list has helped a lot. I would like to insert OTRS_CUSTOMER_SUBJECT[30] into the body of en::Agent::NewTicket (or equivalent) so that the template or resulting new ticket email to the agent looks like: Hi <OTRS_USERFIRSTNAME>, there is a new ticket in "<OTRS_QUEUE>"! Subject: <OTRS_CUSTOMER_SUBJECT[30]> >>>>>>>> this is the part I want to work <OTRS_CUSTOMER_FROM> wrote: <snip> <OTRS_CUSTOMER_EMAIL[20]> <snip> I've tried entering this into the admin-area but the variable doesn't get picked up and is printed out as '<OTRS_CUSTOMER_SUBJECT[30]>' in the ticket notification email. I'm not really sure if I'm supposed to edit Config.pm and if so, what would I put in there. Thanks, Ben

1 0

RE: [otrs] escalation
by Pete McDonnell 28 Apr '05

28 Apr '05

Nags people - Pete McDonnell > -----Original Message----- > From: Frank Cases [mailto:fcases@teliax.com] > Sent: Thursday, April 28, 2005 2:12 PM > To: otrs(a)otrs.org > Subject: [otrs] escalation > > > Sorry im confused somehow this morning > > what does escalation exactly do ? > > > > Frank > Customer Business Customization > Teliax Inc > > > _______________________________________________ > 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

escalation
by Frank Cases 28 Apr '05

28 Apr '05

Sorry im confused somehow this morning what does escalation exactly do ? Frank Customer Business Customization Teliax Inc

1 0

RE: Introduction
by Aaron Bostick 28 Apr '05

28 Apr '05

If you are really concerned about having test information on your OTRS database, my suggestion would be to just drop the whole database and reinitialize it when you think you are ready to go live. Pretty straightforward to do in mysql. Aaron

1 0

Escalation of Tickets although waiting is set
by Matthias Eichler 28 Apr '05

28 Apr '05

Hi List, I am experiencing a behaviour of OTRS which doesnt make sense to me: - I create a Ticket via "Phone-Ticket" and set the state to "waiting for reminder" with a date (i.e. in 10 days) when creating it - the ticket has "waiting for: 10 days and 23 hourse", BUT also "escalating in: 23 hourse and 59 minutes" So my question is: - how can I set that ticket escalation is not done when a ticket is on the "waiting for..." state? Thanks, Matthias P.S.: The version is 1.3.2

1 0

Howto use groupwise addressbook with otrs ?
by Christophe Zwecker 28 Apr '05

28 Apr '05

Hi, Ive found howto attach it to an AD Server, but anyone done it with a groupwise server ? can u share your setup with me ? that be great, poking in confs for ldap can be really annoying... thx for help from you guys! Christophe -- Christophe Zwecker mail: doc(a)zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de "Reality is that which, when you stop believing in it, doesn't go away"

1 0

Escalation by customer info
by Rudolf Harney 28 Apr '05

28 Apr '05

Hi, We'd like to use customer information, to escalate tickets: from an external user db, we extract customer info (Map => ...). One of the customer infos is UserVIP. If this is "1", an extra Email should be sent to a supervisor. Does someone know, how I can treat those tickets in a certain way, e.g. esalating them? Thank You, RUDOLF -- tuxwerk OHG web: www.tuxwerk.de mail: rh(a)tuxwerk.de

1 0

problem with sending mail
by m 28 Apr '05

28 Apr '05

I recently made a series of changes to my network; the ability of OTRS to send email has been fouled up by it. Everything is still running on the same host. However, instead of having a dual-homed host with its own firewall, it is now a single-homed host with an external firewall (done the "right" way). When composing an answer to a ticket, I get the following: "CompIT Solutions Support System <helpdesk(a)compitsolutions.com> * invalid helpdesk(a)compitsolutions.com (mx)!" It returns me to the answer-composition page, however it also does not include the menu-bar at the top when returning me to the composition page. Any assistance would be MOST appreciated. If there are any logs/etc. required, I will provide them.

3 2

RE: [otrs] Introduction
by Cainkar, Paul 28 Apr '05

28 Apr '05

Carlos, Q#1: SuSE 9.1 Good choice :). It also works on 9.2 with a little modification. Q#2: You can't delete users, but you can disable their access, effectively deleting them. Since OTRS is a database, if you wanted to delete a user you would have to delete all their respective tickets, otherwise you would lose the referential integrity of the platform as a whole. The last thing you want in a database is orphaned tickets. Instead of making provisions for the mass deletion of a user's tickets (who would want this anyways? You'd loose historical data.), they've made a way to disable that user's account. The user will still be listed, but from the users standpoint, he no longer exists. An override for test users or ability to hide users would be nice, but that's another story. Q#3: I wouldn't mess in the database yourself, unless you have a good knowledge of databases and the complex schema schema which OTRS uses. In any case, BACKUP FIRST! You might be better off reinstalling. On suse 9.1, you can turn a fresh system into a functional installation in around 10 minutes flat if you use the RPM. Just be sure to move your config file over if you use anything special (IE: LDAP/Active Directory.). Paul Cainkar -----Original Message----- From: Carlos Echavarria [mailto:carlos.echavarria@gmail.com] Sent: Wednesday, April 27, 2005 4:16 PM To: otrs(a)otrs.org Subject: [otrs] Introduction First of all I wanna introduce myself, I´m from Uruguay and have been investigatiing the OTRS software for a couple of weeks now. I have it operating on SuSE 9.1 and it´s working, what I´m trying to do now is to figure out the hole system before we put it to use on our company, since I´m going to be the administrator. The first question that pops to my head and haven´t found and answer yet is, Where does one go to delete, users, customers, etc? Does one had to go into the mysql database to do this?, since I´m doing a lot of testing and starting to need to erase the things I do in order to start over again. Well, I´m going to try to found some answers on the documentation. Best Regards.. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

3 2

Customer Info
by Ashish 28 Apr '05

28 Apr '05

hi all, i want to display customer information like its name contact, phone information whenever agent zoom a ticket plus whenever any agent clicks on the user id while he is in the zoom mode. the user information should be displayed under Customer Data -- Thanks, __________________________________ Ashish

2 1

Win32 setup - logging in to root
by David Hart 28 Apr '05

28 Apr '05

I have just installed the otrs4win bundle, and everything seems to install fine but I can't log in to root. If I leave the root password blank during setup I can't log in, and if I try to change the root password during set up I get a DB error. Any pointers? Thanks a lot, David Hart

2 1

RE: [otrs] Introduction
by Cainkar, Paul 28 Apr '05

28 Apr '05

Q#2: I don't understand what you mean by "one has to really have the design of the whole system before starting to define clients". If your concern is Phantom clients and fake tickets, I'd just ignore them. How did we handle it? Abandoned the users "testuser1, testuser2 -- they'll probably be useful later. As for the tickets, either close them out, or if you don't want to skew your statistics, move them to the "spam" or "junkmail" tickets bin. It's no different than if you accept e-mail tickets after you deploy the system... You'll end up with fictitious spam tickets anyways. Of course, we have thousands of accounts sucked from a LDAP database and enough tickets to go around, so the phantom closed ticket doesn't really effect us. Enjoy. The PDF tell you everything you need to know to set up and administer the system... But the operation of it will be left to basic good help desk practices. Paul Cainkar. -----Original Message----- From: Carlos Echavarria [mailto:carlos.echavarria@gmail.com] Sent: Wednesday, April 27, 2005 5:35 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Introduction On 4/27/05, Cainkar, Paul <PCainkar(a)albertson.edu> wrote: > Carlos, > > Q#1: > > SuSE 9.1 Good choice :). It also works on 9.2 with a little modification. Well, first of all I´m impress on the quick answer, so thanks =) > Q#2: > > You can't delete users, but you can disable their access, effectively deleting them. Since OTRS is a database, if you wanted to delete a user you would have to delete all their respective tickets, otherwise you would lose the referential integrity of the platform as a whole. The last thing you want in a database is orphaned tickets. Instead of making provisions for the mass deletion of a user's tickets (who would want this anyways? You'd loose historical data.), they've made a way to disable that user's account. The user will still be listed, but from the users standpoint, he no longer exists. An override for test users or ability to hide users would be nice, but that's another story. So basically one has to really have the design of the whole system before starting to define clients, customers, etc? What did you do when you started using OTRS? > Q#3: > > I wouldn't mess in the database yourself, unless you have a good knowledge of databases and the complex schema schema which OTRS uses. In any case, BACKUP FIRST! You might be better off reinstalling. On suse 9.1, you can turn a fresh system into a functional installation in around 10 minutes flat if you use the RPM. Just be sure to move your config file over if you use anything special (IE: LDAP/Active Directory.). Ok, so handling mysql is out of the question, hope to finish the pdf tonight so I can read it over again tomorrow :) Bye. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

3 2

Introduction
by Carlos Echavarria 27 Apr '05

27 Apr '05

First of all I wanna introduce myself, I´m from Uruguay and have been investigatiing the OTRS software for a couple of weeks now. I have it operating on SuSE 9.1 and it´s working, what I´m trying to do now is to figure out the hole system before we put it to use on our company, since I´m going to be the administrator. The first question that pops to my head and haven´t found and answer yet is, Where does one go to delete, users, customers, etc? Does one had to go into the mysql database to do this?, since I´m doing a lot of testing and starting to need to erase the things I do in order to start over again. Well, I´m going to try to found some answers on the documentation. Best Regards..

1 0

changing customer data by customer itself
by EDV Tekomedia 27 Apr '05

27 Apr '05

Hello, is it possible to edit the customer preferences sheet in customer.pl so that the customer himself can change his data (like phone number, adress, etc)? Thanks in advance Markus Nagel

1 0

RE: [otrs] notification to agents not working
by Parent, Cyrille 25 Apr '05

25 Apr '05

I should have looked at the error log before hitting the list. Indeed, it was due to email variables not set and thus a weird From email address was formed. I added the following lines in my config.pm and was up and running: # Notifications # variables used in the FROM for agent notif $Self->{NotificationSenderName} = 'Some name here'; $Self->{NotificationSenderEmail} = 'someone(a)somedn.com'; ________________________________ From: Cainkar, Paul [mailto:PCainkar@albertson.edu] Sent: Monday, April 25, 2005 2:18 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] notification to agents not working I've encountered this on certain agents and I think I have it narrowed down to an issue with the email address in LDAP, but I could be wrong. Please let me know if you find a solution. Paul Cainkar ________________________________ From: Parent, Cyrille [mailto:Cyrille.Parent@ppcc.edu] Sent: Monday, April 25, 2005 7:59 AM To: User questions and discussions about OTRS. Subject: [otrs] notification to agents not working Using ver. 1.2.4 on windows. I cannot get the notification to agents to work. Notifications (auto responses, etc...) to customers work no problem. But for agents, even though I select the custom queues and set the preferences to notify me on all new and move tickets into my custom queues, nothing gets sent. Ideas anyone???? Cyrille Parent Assistant Director, IT Support Services Pikes Peak Community College 5675 S. Academy Blvd Colorado Springs, CO 80906 Voice: 719 540 7433 Fax: 719 540 7527

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RE: [otrs] notification to agents not working
by Cainkar, Paul 25 Apr '05

25 Apr '05

I've encountered this on certain agents and I think I have it narrowed down to an issue with the email address in LDAP, but I could be wrong. Please let me know if you find a solution. Paul Cainkar _____ From: Parent, Cyrille [mailto:Cyrille.Parent@ppcc.edu] Sent: Monday, April 25, 2005 7:59 AM To: User questions and discussions about OTRS. Subject: [otrs] notification to agents not working Using ver. 1.2.4 on windows. I cannot get the notification to agents to work. Notifications (auto responses, etc...) to customers work no problem. But for agents, even though I select the custom queues and set the preferences to notify me on all new and move tickets into my custom queues, nothing gets sent. Ideas anyone???? Cyrille Parent Assistant Director, IT Support Services Pikes Peak Community College 5675 S. Academy Blvd Colorado Springs, CO 80906 Voice: 719 540 7433 Fax: 719 540 7527

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Filter spam using headers?
by Baughn,Jeff 25 Apr '05

25 Apr '05

Hi, I have 1.3.2 installed and I want to be able to filter spam into a spam queue. We use SpamAssassin on the smtp server and it outputs the following headers into each message: X-Probable-Spam: yes/no X-Spam-Score: any number of *'s Assuming I've set up a "Spam" queue, how can I set OTRS up to filter X-Probable-Spam:yes and/or X-Spam-Score: *** (a certain number of *'s) into the spam queue and not auto-respond. I've tried modifying the PostMaster::PreFilterModule but I don't think I did so correctly and I think there must be another file that needs to be modified. Thanks, Jeff

1 0

FAQ:relationships between languages
by Jan Mariën 25 Apr '05

25 Apr '05

Hi, After switching to v1.3 and starting to use the FAQ-system more intensive, we came to some kind of structural problem of the FAQ, especially in the implementation of the language. What we see as a better implementation of a multi-lingual FAQ: * the starting point is the question, then with a translation for each available language. Agents can look up questions in their own language and select the appropriate language as needed to answer the customer. Users can search the questions in their prefered language. When the question is not available in their language they can still look up the question in the default language. * In OTRS it starts with languages, where you can define questions for each of those languages, without any link between the same question in different languages. This makes it quite hard to keep the questions synchronised between the languages. diagram of both structures: http://student.kuleuven.ac.be/~s0164195/FAQ.png Does anyone have ideas about the FAQ-implementation and how to keep everything synchronized between languages? (or how it will be done in v2.0) greetings, Jan Marien

2 1

notification to agents not working
by Parent, Cyrille 25 Apr '05

25 Apr '05

Using ver. 1.2.4 on windows. I cannot get the notification to agents to work. Notifications (auto responses, etc...) to customers work no problem. But for agents, even though I select the custom queues and set the preferences to notify me on all new and move tickets into my custom queues, nothing gets sent. Ideas anyone???? Cyrille Parent Assistant Director, IT Support Services Pikes Peak Community College 5675 S. Academy Blvd Colorado Springs, CO 80906 Voice: 719 540 7433 Fax: 719 540 7527

1 0

Bulk Action JavaScript Dialog
by Maher, John 25 Apr '05

25 Apr '05

We're testing an upgrade to 1.3.2 -- we're having a number of issues that I'm sure will take some time to sort out, but a minor irritation is the javascript dialog that comes up every time we check a ticket to be added to the Bulk Action queue. Where do I comment that out so that we don't get that confirmation? Thanks. John Maher | BOL Coordinator | jmaher(a)cts.ucla.edu

2 1

Re: [otrs] Pending closed tickets
by Philippe Roth 25 Apr '05

25 Apr '05

Hello, Yes, the state is "Closed successful" But the system is still sending the reminder and the message is ""the ticket "1003092" has reached the reminder time!"" I tried to change the owner, but nothing changes. Is there a way to stop that? The problem is that an other ticket comes with the same error... Many thanks in advance, PHRoth >Date: Thu, 21 Apr 2005 11:06:28 +0200 >From: "Victor Rodriguez Cortes" <victor.rodriguez(a)valmesa.es> >Subject: Re: [otrs] Pending closed tickets >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: <42678934.8378.F4C8C1B@localhost> >Content-Type: text/plain; charset=US-ASCII > > Hello, > > This should not happen, because if you close a ticket it's status is no longer >"pending reminder". I've just closed (succesfully) one ticket that was "pending >reminder", let's see if I receive any mail reminding me about it. The cron job has been >executed and I didn't received any more mail about that ticket! ;) > > In the search section, look for that ticket and be sure that the status is set to >"Closed". > > Bye! > > >On 20 Apr 2005 at 15:06, Philippe Roth wrote: > > Dear All, > > We are experiencing a problem with pending tickets which are now > closed : > > - Reminding emails are still sent to technicians after these tickets > are closed... > > How could we cancel this? > > Many thanks in advance, > Philippe Roth > --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---

2 1

Software error
by Doug Hall 25 Apr '05

25 Apr '05

Can anyone tell me where to fix this please?? Software error: Got no ArticleID! at ../..//Kernel/Output/HTML/ArticleCheckPGP.pm line 32. ********************************************************************** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been swept by MIMEsweeper for the presence of computer viruses. www.clearswift.com **********************************************************************

1 0

CustomerHeader file
by Ashish 25 Apr '05

25 Apr '05

hi all, i have modified the CustomerHeader.dtl file and added the logo and the company name and it appears correctly. but when i login into customer panel through customer.pl, the settings of the first page disppears and again the LOGO is printed instead of dispalying the Logo and in Place of COMPANY NAME actual company name is not written and text COMPANY NAME is written. plz tell me where i am wrong or i have to include CustomerHeader.dtl file somewhere like $Include(CustomerHeader) in some files. -- Thanks, __________________________________ Ashish

2 2

Error Messages
by Graeme Brough 25 Apr '05

25 Apr '05

Hello, Running 1.3.2 under Solaris 9 and periodically getting the following error messages. [Error][Kernel::System::PostMaster::Filter::FilterDelete][Line:159]: Need Name! [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! The 'errors' do not seem to affect the functionality of OTRS. Has anyone experienced these error messages before you can offer advise on how to prevent them. 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. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

3 2

Database Generic Agent does not run
by Will Mayall 25 Apr '05

25 Apr '05

This is my first time posting to the list and let me start by thanking the OTRS team. It's a terrific tool and your making it freely available is a great service. Now the question. I've been unable to get any database generic agents to run on a schedule. They do run manually. Does anyone have a list of things I should check to see why the database generic agents are not running? Thanks, Will Mayall

2 3

Manageing queues
by Keith Redfield 25 Apr '05

25 Apr '05

Hi, This is almost certainly a FAQ but I can't figure it out...I expect I should be able to create a set of queues (found that), and then somehow assign different users/groups to different queues (where I'm stuck). I have the admin acct, etc I just can't figure it out in the gui. To put it simply, I want to assign user Alpha to queues Uno, Dos and Tres. Also can users manage assign, etc their own queues? TIA -Keith Redfield p.s just stumbled onto otrs a few days ago - you folks did an awesome job of capturing real-world requirements.

2 1

RE: [otrs] training manual for agents. Anyone?
by Cainkar, Paul 24 Apr '05

24 Apr '05

When I implemented OTRS I first created a list of guidelines which more or less reflected a vague SOP of standard protocol that was compatible with our department, covering items such as what format to use, what information is necessary, and how to handle various situations. After this, I called everyone together for a one and a half hour training session. Between the procedures, training, and a few questions over the following week, the agents seem to have the knowledge necessary to handle the diverse requests and follow-ups that we use. However, in my case it was only necessary to train a staff of four with previous help desk experience at one point or another in their careers. Obviously, if you're training a staff other than traditional analytical computer techs with previous help desk experience or a greater quantity of agents, different procedures will be necessary. >From an agent's perspective, OTRS is actually very easy to use, especially if they're switching over from another similar system. Although I was the one who deployed the system, I was able to figure out the agent interface by more or less tinkering around for 30 minutes. The beauty in it for us was the web accessibility of the program. If it helps any, I found it easiest to go through about 30 or so previous requests, think out how we could use OTRS to document them, and create a list of training items based on different types of tickets and circumstances. Then in a computer lab environment, I reiterated the theory aspect and then had each agent handle a few sample tickets where they acted as the customer and agent for each other. By doing so, they knew what both the customer and the agent saw. Note to self: If you're using LDAP auth, make a separate account for them ahead of time, or it becomes quite confusing. You should also make an effort to develop a uniform and consistent manner in which to document help desk tickets, especially if you often pass help requests between agents, departments, or have an outside source that needs to review tickets. Since we often pass tickets mid-process between agents due to scheduling reasons, having people know what they need to include in their documentation, and in what format and circumstances to do so, makes the next persons life that much easier. I would share the "guide" I have Cyrille, but it would be of little use to you. It really covers how to handle situations unique to our environment and goes in very little detail on the actual usage of OTRS itself. If this is your desire, you can obtain some information in topic # 4 here: http://doc.otrs.org/1.3/en/html/ , however this documentation doesn't cover any theory is really quite mediocre compared to the excellent quality of documentation found in the server administration and installation sections. The only real "technical" documentation I ended up creating was your standard disaster recovery and installation deviation type stuff. However, all bets are off on this method if you use anything but Network Engineer or Help Desk type personnel with previous help desk software experience. Furthermore, training and documentation for Help Desk supervisors and administrators are obviously a different story due to the different tasks they perform, and one which wasn't necessary here. Good luck! If you need anything else, let me know. Paul Cainkar _____ From: Parent, Cyrille [mailto:Cyrille.Parent@ppcc.edu] Sent: Sunday, April 24, 2005 1:51 PM To: User questions and discussions about OTRS. Subject: [otrs] training manual for agents. Anyone? Has any one written or drafted a training manual or user-guide for agents? I am ready to move into production with otrs and need to train agents. Before I reinvent the wheel writing a guide, I was wondering if someone had one they're willing to share. Even if it is basic. I will of course share back with the community. Cyrille Parent Assistant Director, IT Support Services Pikes Peak Community College 5675 S. Academy Blvd Colorado Springs, CO 80906 Voice: 719 540 7433 Fax: 719 540 7527

1 0

training manual for agents. Anyone?
by Parent, Cyrille 24 Apr '05

24 Apr '05

Has any one written or drafted a training manual or user-guide for agents? I am ready to move into production with otrs and need to train agents. Before I reinvent the wheel writing a guide, I was wondering if someone had one they're willing to share. Even if it is basic. I will of course share back with the community. Cyrille Parent Assistant Director, IT Support Services Pikes Peak Community College 5675 S. Academy Blvd Colorado Springs, CO 80906 Voice: 719 540 7433 Fax: 719 540 7527

1 0

RE: [otrs] Manageing queues
by Peter van Beugen 24 Apr '05

24 Apr '05

Maybe this picture helps a little bit to get a view It is in Dutch, sorry ("wachtrij = "queue", "groep" = "group") Peter ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Keith Redfield Sent: zaterdag 23 april 2005 22:41 To: otrs(a)otrs.org Subject: [otrs] Manageing queues Hi, This is almost certainly a FAQ but I can't figure it out...I expect I should be able to create a set of queues (found that), and then somehow assign different users/groups to different queues (where I'm stuck). I have the admin acct, etc I just can't figure it out in the gui. To put it simply, I want to assign user Alpha to queues Uno, Dos and Tres. Also can users manage assign, etc their own queues? TIA -Keith Redfield p.s just stumbled onto otrs a few days ago - you folks did an awesome job of capturing real-world requirements.

1 0

Invalid command 'Perlrequire',
by Xuma Hosting Solutions - Youri van den Berg 24 Apr '05

24 Apr '05

When i run apache i get the following 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 The FAQ said that I should look in yast for http server but there isn't a option called http server in my yast.

2 1

ticket escalation
by fazli zainol 23 Apr '05

23 Apr '05

I've quick question, why my otrs doesn't escalate tickets? ive set the queue escalation time. but the ticket wasn't escalated to other queue when the time comes. ive tried to escalate ticket to manager level if the ticket not being entertain by anyone. plus, do we get email notificaiton once the ticket being escalated?

1 0

Converting from Request Tracker.
by Deon George 22 Apr '05

22 Apr '05

Sorry, if this has been asked before - but I couldnt find a search for this list - and googling didnt yield any results... I want to convert from RT 2.0.15 to OTRS - has anybody done this? I'm hoping to keep all the old tickets (not many ~2000)... If there is a script or a tool (or a document), then I'd appreciate if somebody could send me the information... Thanks... ...deon

1 0

Change Comment Field
by Ashish 22 Apr '05

22 Apr '05

hi all, when i click on customer user in admin area, the fields are presented to enter the name id, first name, comment and other things.....i want to rename the comment field as well as increase its field limit from 50(current) to 100 or more. plz help -- Thanks, __________________________________ Ashish

1 0

CustomerUser are not seeing there tickets
by Sven Fischer 22 Apr '05

22 Apr '05

Hi, we have currently the problem that CustomerUsers, which created an own account via the webinterface and queueing in tickets via this, are not able to see them anymore. They are afraid the tickets are gone :-( What is wrong here? Regards, Sven

1 1

DB steps involved in a ticket move
by Parent, Cyrille 22 Apr '05

22 Apr '05

What are the DB steps involved in moving a ticket from one queue to another? (inserts/deletes/update....) I am using MS SQL with OTRS and need to write a stored procedure to have tickets submitted by customers moved to their respective manager's queue for approval (budget reasons) before they reach the help desk for dispatching. CRONW won't work for me because I need to read the customer's manager's name in Active Directory to figure out the name of the queue it is supposed to move to. I could spend some time reverse-engineering otrs to figure the move ticket steps, but if someone already knows... can s/he share this info. Thank you in advance, Cyrille

1 0

FW:
by Cainkar, Paul 22 Apr '05

22 Apr '05

_____ From: Petersen, Sue Sent: Wednesday, April 20, 2005 9:51 AM To: Erickson, Bryninn Cc: Cainkar, Paul Subject: Bryninn, Have you had a chance to take a look at andlab12 computer. I am still getting alerts for 3 viruses on this computer. Thanks. Sue Petersen Network Analyst Albertson College of Idaho 208-459-5401

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Notifications straightened.
by Yaroslav Klyukin 21 Apr '05

21 Apr '05

In "Agent" interface: There was a problem that I had to deal with - the "Follow Up" notifications were sent to the owner of a ticket only. We wanted it to be sent to everybody who chooses to receive follow-up notifications for a specific queue in his "Preferences". This patch does that - it allows every agent to receive an update. I have also patched OTRS to send notifications with a "From" being a real queue e-mail address, not a generic one. This allows replies to notifications end up in the right place. Hopefully, it can be merged into the main source. Have fun! diff -urN otrs-orig/Kernel/System/Ticket/Article.pm otrs/Kernel/System/Ticket/Article.pm --- otrs-orig/Kernel/System/Ticket/Article.pm 2004-10-14 15:17:54.000000000 +0000 +++ otrs/Kernel/System/Ticket/Article.pm 2005-04-21 10:59:52.000000000 +0000 @@ -292,15 +292,24 @@ } } elsif ($Param{HistoryType} =~ /^FollowUp$/i || $Param{HistoryType} =~ /^AddNote$/i) { - # get owner - my ($OwnerID, $Owner) = $Self->OwnerCheck(TicketID => $Param{TicketID}); - if ($OwnerID ne $Self->{ConfigObject}->Get('PostmasterUserID') && $OwnerID ne $Param{UserID}) { - my %Preferences = $Self->{UserObject}->GetUserData(UserID => $OwnerID); - if ($Preferences{UserSendFollowUpNotification}) { - # send notification + +# +# Changed by Yaroslav Klyukin +# Sends notification to everybody who chooses to receive Follow-Ups in his preferences, not only if he is the owner. +# 04/21/05 +# + + foreach ($Self->GetSubscribedUserIDsByQueueID(QueueID => $Ticket{QueueID})) { + my %UserData = $Self->{UserObject}->GetUserData( + UserID => $_, + Cached => 1, + Valid => 1, + ); + if ($UserData{UserSendFollowUpNotification}) { + $Self->SendAgentNotification( Type => $Param{HistoryType}, - UserData => \%Preferences, + UserData => \%UserData, CustomerMessageParams => \%Param, TicketID => $Param{TicketID}, Queue => $Param{Queue}, @@ -1751,9 +1760,16 @@ $Notification{Subject} =~ s{<OTRS_CONFIG_(.+?)>}{$Self->{ConfigObject}->Get($1)}egx; # send notify + +# +# Changed by Yaroslav Klyukin +# Make notifications originate from the Queue E-mail address, not from a generic one. +# 04/21/05 +# + my %Address = $Self->{QueueObject}->GetSystemAddress(QueueID => $Article{QueueID}); + $Self->{SendmailObject}->Send( - From => $Self->{ConfigObject}->Get('NotificationSenderName'). - ' <'.$Self->{ConfigObject}->Get('NotificationSenderEmail').'>', + From => "$Address{RealName} <$Address{Email}>", To => $User{UserEmail}, Subject => $Notification{Subject}, Type => 'text/plain', @@ -1773,7 +1789,7 @@ # log event $Self->{LogObject}->Log( Priority => 'notice', - Message => "Sent agent '$Param{Type}' notification to '$User{UserEmail}'.", + Message => "Sent agent '$Param{Type}' notification from '<$Address{Email}>' to '$User{UserEmail}'.", ); return 1;

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Re: [otrs] CTI / Tapi
by Haugland, Tore 21 Apr '05

21 Apr '05

Hey, I want to integrate OTRS with a Nortel Networks symposium callcenter Module for our Nortel Merdian switch. The callcenter module supports TAPI and other CTI stuff in diffrent ways, so i see it no diffrent that if it had been a normal one user ISDN card or modem connected to a single pc :-) Am really interested in getting in touch with someone who has done this already or are currently working on it. regards, Tore Haugland SSB -----Opprinnelig melding----- Fra: martin hochreiter [mailto:linuxbox@wavenet.at] Sendt: 21. april 2005 13:59 Til: otrs(a)otrs.org Emne: [otrs] CTI / Tapi HI! Does anyone have a CTI / Tapi integration working with OTRS? lg _______________________________________________ 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

Detecting Spam Headers
by Charles R. Thompson 21 Apr '05

21 Apr '05

First.. I'd like to say that as of this email we've been running OTRS for 694 consecutive days with no downtime whatsoever. We haven't even updated/upgraded and have seen nothing that has stopped our workflow. This is quite possibly the most stable piece of software that we use in our daily operations. I use the standard pop3 mail checking and am highly reluctant to start messing around with things but I was wondering if I can 'tweak' the app easily to read our iMail anti-spam header. The techs get about 12 emails a day which generate 12 outgoing mails, etc. I'd like to move the spam mails immediately to Junk and make their mornings a little brighter. Our standard header looks something like below: I want to focus on 'X-IMAIL-SPAM-DNSBL' in particular as it's presence just means somebody is on our blacklist. Going further I'd like to try 'X-IMAIL-SPAM-STATISTIC x%' where X is a floating point representing the probability of spam. 1.0 is spam 0.1 most likely not, etc. Received: from dsl-201-135-129-214.prod-infinitum.com.mx [201.135.129.214] by mail.indysoft.com (SMTPD32-8.10) id ABBE584C00C8; Fri, 25 Feb 2005 14:25:50 -0500 X-Message-Info: 3ouga7azVM/fksTXdxMLdDbvJX5FVYub Received: from ire (140.48.232.152) by vbp50.atlantis.snuffly.worsen.bluebottle.com (InterMail vQ.5.65.56.46 53-30-48-1553-64887-805417) with ESMTP id <248051570.TFVX0269.vpbr63-mail.fear.concrete.net.cable.rogers.com@chic> for <charles.thompson(a)indysoft.com>; Fri, 25 Feb 2005 15:19:49 -0400 Message-ID: <64210ydhu8k$0034752x1$523q2no6@digestion> Reply-To: "Margie Lam" <morton(a)dcemail.com> From: "Margie Lam" <klingman(a)linuxmail.org> To: <charles.thompson(a)indysoft.com> Subject: hi... Date: Fri, 25 Feb 2005 23:26:49 +0400 MIME-Version: 1.0 Content-Type: multipart/alternative; boundary="--90038073223643205" X-IMAIL-SPAM-DNSBL: (SpamCop,7bbc584c00c83bdd,127.0.0.2) X-RCPT-TO: <charles.thompson(a)indysoft.com> Status: U X-UIDL: 390952710 Charles R. Thompson General Manager IndySoft Corporation 864 627-8858 ext 240 charles.thompson(a)indysoft.com IndySoft Corporation 1200 Woodruff Road Suite H-11 Greenville, SC 29607

1 0

Win32 Error creating users/replies
by Band|t - 21 Apr '05

21 Apr '05

Hi, done the Win32 install, whenever I try to create a new user, or reply to a ticket, i get the following error: Server error! The server encountered an internal error and was unable to complete your request. Error message: connection failed at C:/otrs/otrs//Kernel/System/CheckItem.pm line 68 If you think this is a server error, please contact the webmaster. Error 500 localhost 21/04/2005 13:29:21 Apache/2.0.47 (Win32) mod_perl/1.99_10-dev Perl/v5.8.0 mod_ssl/2.0.47 OpenSSL/0.9.7b PHP/4.3.3 Any ideas? Thnx

1 0

CTI / Tapi
by martin hochreiter 21 Apr '05

21 Apr '05

HI! Does anyone have a CTI / Tapi integration working with OTRS? lg

1 0

Non-translated symbols in field "Subject" (in UTF-8)
by Roman Tutkevich 21 Apr '05

21 Apr '05

Hello In config.pm already been set this options. Problem only with field "Subject". Body of incoming email in correct charset - utf-8. When I try to convert field "Subject" I see, what charset is broken (maybe). Example: I send "проверка2" I receice "РїСРѕРІРµСРєР°2" After convert "п?+ве?¦а2" Question: why? And what I can do to solve this problem? > AFAIK, > > You need to enable UTF-8 support in Config.pm: > > http://doc.otrs.org/1.3/en/html/configfile-utf8.html > and > http://faq.otrs.org/otrs/faq.pl?Action=&ID=3&SessionID= > > Regards, > > > On 4 Apr 2005 at 17:51, Dmitry Kambur wrote: > >> Hello! >> When I create e-mail ticket in OTRS or receive autoanswer that I see >> in a field "Subject" instead of russian (cyrillic)letters strange >> symbols in my e-mail program (Mozilla TB and The Bat!) . For example: >> Subject: A?A?A‘A?A?A?A?A?AµA‘A?A?A?A° This is word: "A?A’A?A—A > A’A‹A?" >> (test) I have compared headings from OTRS and headings from my mail >> server ( I have sent the letter to myself). Here they: 1. From OTRS: >> Subject: [2005032810000012] RE: N?N???a•¬N? subj. ??a•? utf-8 ( [...] >> 2. From me: Subject: >> =?UTF-8?B?0Y3RgtC+0YIgc3Viai4g0LIgdXRmLTggKHRoaXMgc3Viai4gaW4gdXQ=?= >> =?UTF-8?B?Zi04KQ==?= >> >> In the second variant the Subj line is coded correctly and obviously >> specified the codepage (?UTF-8?). Why it does not work in OTRS? >> >> -- >> Dmitry Kambur >> >> TeNeT ISP >> System Department >> E-mail: tracer at Te.NeT.UA >> > > > > > --- > Victor R. Rodriguez > Departamento de Sistemas > Valoraciones del Mediterraneo, S.A. > --- -- Best regards, Roman mailto:midi_em@mail.ru

1 0

"Ticket-Monitoring-Feature"?!?
by Matthias Eichler 21 Apr '05

21 Apr '05

Dear List, we are using OTRS for managing different support queues. Because of our internal workflows it is often possible that a ticket changes its agent or even queue. At the moment the responsible manager has to make a search query for all tickets of some status and has to lookup for the status. There comes the idea of a ticket monitoring function, meaning that I can assign a ticket as monitored if I am a manager. After this I get also notifications of status changes, or added notes, i.e. but maybe I can also get a list of all tickets that I am monitoring. Does anybody knows how to implement such a function? Or does anybody knows if this will be a feature of upcoming 2.0? Thanks a lot, Matthias

1 0

Pending closed tickets
by Philippe Roth 21 Apr '05

21 Apr '05

Dear All, We are experiencing a problem with pending tickets which are now closed : - Reminding emails are still sent to technicians after these tickets are closed... How could we cancel this? Many thanks in advance, Philippe Roth

2 1

Note - Internal
by Dave Buote 21 Apr '05

21 Apr '05

How do I add a non-internal note to a support ticket? It seems when I create a note the only option I have is internal?

2 1

In what perl module there is a creation of the letter?
by Dmitry Kambur 20 Apr '05

20 Apr '05

Hello! In what module headings of an autorespond email are created? Article.pm? Emailparser.pm? Or other? Thank you -- Dmitry Kambur

1 0

autoForward script
by Alex Mihicinac 20 Apr '05

20 Apr '05

Hi all, i've made an autoforward script (with OTRS functions), to forward all tickets to some mailing list. Script is working fine when i run it in shell. Now i'd like to know where in source I can "call" my script, that every mail which goes to specific queue, would be autoforwarded too? Ticket number must be assignet to that mail, before it's forwarded. Any hint more than welcome. TIA, Alex

2 1

How-To: Change pop3 port number
by Rudi Kramer 20 Apr '05

20 Apr '05

Good Morning How could I change the port number that OTRS ver# 1.3.2 uses for pop3? Our firewall admin will only allow secure pop3 connections through to our exchange box where we pop the email from and I cant work out where to change the port number from 110 to 995? Thanks in advance Rudi

2 1

Solution for a ticket state "collecting"
by Olaf Bottek 19 Apr '05

19 Apr '05

We have customers, which send us several mails to a ticket we assign them. We do the tasks in there once per week. So actually, we create a new ticket with the state "pending" and the due date over a week and send the customer the new ticket-id. What happens now is, that every single mail that comes in for this ticket is actually setting the ticket state back to "new" or "open". But actually I want have it staying on "pending" until the real working day arrives. Any ideas? Greetings, Olaf

1 0

randomize password for new customers
by EDV Tekomedia 19 Apr '05

19 Apr '05

Hello, I have a little question. Perhaps I havn't found the feature yet or there is a little modification to do. What I want is to generate a randomized password for new customers and to send it to them automatically after they are saved I think it should be sth like the lost-password-function, but generated manually by an agent when he saves a new customer. Is there a possibility to realize this? Thanks in advance Markus Nagel

2 1

Agent mailing list with OTRS
by Yaroslav Klyukin 18 Apr '05

18 Apr '05

Hello everybody, Has anyone faced this before? I need to have a some kind of notification mechanism that would allow everybody who has chosen specific queues in their favorites receive notifications each time a ticket is updated both by customers and agents. (Now only owners of a ticket receive notifications unfortunately). It would be also great if an agent could reply to such notification and update the ticket correspondingly. I can't do that now, since notifications originate from a single preset e-mail address, specified in the config file. Ideally it would be great to receive any updates by e-mail originating from each queue individually and be able to reply to such updates, updating the ticket. Looks like a mailing list to me. Does anybody know how that could be achieved? Thank you!

1 0

ldap.pm vs. ldapnew.pm
by Parent, Cyrille 18 Apr '05

18 Apr '05

Hi all, What's the exact difference between the ldap.pm and the ldapnew.pm? (Kernel\System\CustomerUser and Kernel\System\CustomerAuth) It seems that the ldapnew.pm has some AD hooks. Can ldap.pm be transparently replaced with ldapnew.pm if one authenticates against microsoft's Active Directory? Cyrille Parent Assistant Director, IT Support Services Pikes Peak Community College 5675 S. Academy Blvd Colorado Springs, CO 80906 Voice: 719 540 7433 Fax: 719 540 7527

1 0

[EMAIL TO BIG] PostMasterPOP3MaxSize
by Serge ALGAROTTI 18 Apr '05

18 Apr '05

Hello, a user send a big message and we have the error by E mail: ++ Message: Can't fetch email 1 from otrs-log(a)cemef.cma.fr. Email to big (9688 KB - max 6144 KB)! ++ as said in a post in the mailing list, we add in Config.pm: ++ # PostMasterPOP3MaxSize # (max. email size) $Self->{PostMasterPOP3MaxEmailSize} = 1024 * 12; ++ We have now another error message and no mail is received ! This mail with the error message is sent each time the verify of new mail ! ++ Suject Cron <otrs@www-interne> $HOME/bin/PostMasterPOP3.pl >> /dev/null Got no Email at /web/otrs/Kernel/System/PostMaster.pm line 42. ++ The line 42 is ++ # check needed objects 41 foreach (qw(DBObject LogObject ConfigObject Email)) { 42 die "Got no $_" if (!$Param{$_}); } ++ What is the problem ? Best regards, -- Serge ALGAROTTI [http://www-cemef.cma.fr/] Ecole des Mines de Paris / CEMEF UMR CNRS 7635 [tel 04 93 95 74 02]

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RE: Gentoo Install
by Aaron Bostick 18 Apr '05

18 Apr '05

Brian, Are you using USE="vhost" when emerging? This allows otrs to have its own apache DocumentRoot and gentoo will install it ni /var/www/otrs.bookmasters.com instead of /var/www/localhost for example. I am running otrs on gentoo and this is how I did it. Once you have it installed like that, you have to edit the Config.pm like the docs say to tell otrs your root dir (/var/www/otrs.bookmasters.com/otrs), database info, etc. The last two things I had to do were create the vhost file and configure apache for perl. I use apache 1.3 because mod_perl for 2.0 is still beta. My vhost file is like this: NameVirtualHost * <VirtualHost *> ServerName otrs.dandsltd.com DocumentRoot /var/www/otrs.dandsltd.com/otrs/var/httpd/htdocs Alias /otrs-web/ "/var/www/otrs.dandsltd.com/otrs/var/httpd/htdocs/" Alias /otrs/ "/var/www/otrs.dandsltd.com/otrs/bin/cgi-bin/" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On PerlSetupEnv On </Location> </VirtualHost> I have a Gentoo install, and emerged otrs from it (1.3.1 I believe). I think I have everything set as well as I'm going to get it right now. I can go to http://address/otrs, but it brings up index.html, which in turn points to /orts/index.pl. Well, it appears Gentoo has done something a little strange. System wise, the directory is: /var/www/localhost/htdocs/otrs (then index.html and images directory are here). There is also /var/www/localhost/cgi-bin/orts, and /var/www/localhost/otrs-1.3.1. I think index.pl was in the cgi-bin directory. Now, how do I link that? I'm lost as to where to go from here. -- Brian Ronk System Administrator BookMasters, Inc

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RE: Gentoo Install
by Aaron Bostick 18 Apr '05

18 Apr '05

Brian, Are you using USE="vhost" when emerging? This allows otrs to have its own apache DocumentRoot and gentoo will install it in /var/www/otrs.bookmasters.com instead of /var/www/localhost for example. I am running otrs on gentoo and this is how I did it. Once you have it installed like that, you have to edit the Config.pm like the docs say to tell otrs your root dir (/var/www/otrs.bookmasters.com/otrs), database info, etc. The last two things I had to do were create the vhost file and configure apache for perl. I use apache 1.3 because mod_perl for 2.0 is still beta. Your vhost file could look like this (this goes in /etc/apache/vhosts.d): NameVirtualHost * <VirtualHost *> ServerName otrs.bookmasters.com DocumentRoot /var/www/otrs.bookmasters.com/otrs/var/httpd/htdocs Alias /otrs-web/ "/var/www/otrs.bookmasters.com/otrs/var/httpd/htdocs/" Alias /otrs/ "/var/www/otrs.bookmasters.com/otrs/bin/cgi-bin/" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On PerlSetupEnv On </Location> </VirtualHost> In /etc/apache/modules.d, I have a file called 75_mod_perl.conf which has this in it: <IfDefine PERL> LoadModule perl_module extramodules/libperl.so </IfDefine> And thats it... Restart apache and it should work. You will of course have to preload the database from the command line. I did not use the installer.pl method. Aaron Bostick >I have a Gentoo install, and emerged otrs from it (1.3.1 I believe). I >think I have everything set as well as I'm going to get it right now. I >can go to http://address/otrs, but it brings up index.html, which in >turn points to /orts/index.pl. Well, it appears Gentoo has done >something a little strange. >System wise, the directory is: /var/www/localhost/htdocs/otrs (then >index.html and images directory are here). There is also >/var/www/localhost/cgi-bin/orts, and /var/www/localhost/otrs-1.3.1. I >think index.pl was in the cgi-bin directory. Now, how do I link that? >I'm lost as to where to go from here. >-- >Brian Ronk >System Administrator >BookMasters, Inc

1 0

Send mail to queue owners when ticket is modified
by Christophe Zwecker 18 Apr '05

18 Apr '05

Hi, we need everybody watching a queue to be notified via mail if an agent has updated a ticket. Because all agents shall see what has been done on a ticket in case we get asked by out users. Is there a way to accompish this, or can it be hacked in ? I didnt see that its not possible when I implemented otrs for testing, unfort otrs might not make it if this cant be done because if an agent works on a ticket and then closes it, the other will never know unless the lookinto all the tickets before being closed.... thx for any help here. Christophe

1 0

ticket state closed
by Ashish 18 Apr '05

18 Apr '05

hi, when a ticket is closed in otrs it is removed from the queue. the only way to see is through search option. my boss wants that a new queue should be created named closed and the closed tickects should move there on closure. plz help.......... -- Thanks, __________________________________ Ashish

2 1

Gentoo install
by Brian Ronk 18 Apr '05

18 Apr '05

I have a Gentoo install, and emerged otrs from it (1.3.1 I believe). I think I have everything set as well as I'm going to get it right now. I can go to http://address/otrs, but it brings up index.html, which in turn points to /orts/index.pl. Well, it appears Gentoo has done something a little strange. System wise, the directory is: /var/www/localhost/htdocs/otrs (then index.html and images directory are here). There is also /var/www/localhost/cgi-bin/orts, and /var/www/localhost/otrs-1.3.1. I think index.pl was in the cgi-bin directory. Now, how do I link that? I'm lost as to where to go from here. -- Brian Ronk System Administrator BookMasters, Inc

2 1

RE: [otrs] IIS and MS SQL setup
by olivier158 15 Apr '05

15 Apr '05

de rien ! j'ai personnellement eu bcp de probs à le faire fonctionner en win32. Par contre ici sur un p1 133/ 256ram-suse9.0 ça marche à merveille avec connections ldap etc. Je n'ai pas essayé avec odbc, mais j'ai eu vent d'un collègue dnas une autre ayant un jouer avec... je vais essayer d'en savoir plus. @+ Olivier ps : mon anglais est si mauvais que tu t'apercoives que je suis francophone ? Deotrs-bounces(a)otrs.org A "User questions and discussions about OTRS." otrs(a)otrs.org Copies Date Thu, 14 Apr 2005 21:49:55 -0600 Objet RE: [otrs] IIS and MS SQL setup > Merci Olivier. > J'ai utilise l'installer Win32 (pour mes tests) - ca marche bien > J'ai vu une option pour ODBC dans le config.pm ou default.pm alors je pensais essayer ca pour MS SQL. > Je me demandais si qq'1 l'avait deja fait. > Je vais essayer, on verra bien.... > :) > Cyrille > -----Original Message----- > From: Olivier [mailto:olivier158@laposte.net] > Sent: Thursday, April 14, 2005 4:37 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] IIS and MS SQL setup > > Hi, > > I don't think it's a big prob to use it with iis > juste add the php > possibilities. > But mssql... i would like to say no, because i think instructions in > otrs ask mysql only... > If you want to use otrs on a M$ platform, with don't you try otrs4win32 ?? > > hope this help, > Olivier > > Parent, Cyrille a écrit : > > > Hi, > > > > Just found out about OTRS yesterday and loaded it on a test box. The > > boss loves it and wants it in production ASAP to replace our > > less-than-perfect current solution. > > > > My problem: he wants it on IIS with MS SQL on the back-end (separate > > servers). > > > > Is anyone on the list doing it that way and willing to share his/her > > knowledge? > > > > Thanks in advance! > > > > **Cyrille Parent*** > > *Assistant Director, IT Support Services > > Pikes Peak Community College > > 5675 S. Academy Blvd > > Colorado Springs, CO 80906 > > Voice: 719 540 7433 > > Fax: 719 540 7527 > > > > > > > >------------------------------------------------------------------------ > > > >_______________________________________________ > >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/ > > > >------------------------------------------------------------------------ > > > >No virus found in this incoming message. > >Checked by AVG Anti-Virus. > >Version: 7.0.308 / Virus Database: 266.9.10 - Release Date: 14/04/2005 > > > > > > > > -- > No virus found in this outgoing message. > Checked by AVG Anti-Virus. > Version: 7.0.308 / Virus Database: 266.9.10 - Release Date: 14/04/2005 > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? Accédez au courrier électronique de La Poste : www.laposte.net ; 3615 LAPOSTENET (0,34/mn) ; tél : 08 92 68 13 50 (0,34/mn)

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RE: [otrs] IIS and MS SQL setup
by Parent, Cyrille 15 Apr '05

15 Apr '05

Yes I know but we already have the licensing for MS SQL/ IIS and the State has some policies and standards that "highly recommend" using the MS products already installed. >From the documentation, it looks like IIS should not be a problem provided I load perl etc... Now for MS SQL, I seem to remember seeing an ODBC driver line in the default.pm for the DB. I was thinking of trying that to hook up with MS SQL and was wondering if someone had already done it. Oh well... I will just try it and if I am successful, I will report to this list. Thank you all. Cyrille _____ From: Pete McDonnell [mailto:pmcdonnell@hipinteractive.com] Sent: Thursday, April 14, 2005 4:36 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] IIS and MS SQL setup If telling your boss about all the licensing costs which will be incurred (SQL, Windows etc) doesn't change his mind, you may wish to discuss the fact that there is an entire community (and a commercial organization!) supporting the product on MySQL and Apache. Come to think of it, would one be able to run OTRS with another web server? There isn't that much interdependence, is there? - Pete McDonnell _____ From: Parent, Cyrille [mailto:Cyrille.Parent@ppcc.edu] Sent: Thursday, April 14, 2005 6:15 PM To: otrs(a)otrs.org Subject: [otrs] IIS and MS SQL setup Hi, Just found out about OTRS yesterday and loaded it on a test box. The boss loves it and wants it in production ASAP to replace our less-than-perfect current solution. My problem: he wants it on IIS with MS SQL on the back-end (separate servers). Is anyone on the list doing it that way and willing to share his/her knowledge? Thanks in advance! Cyrille Parent Assistant Director, IT Support Services Pikes Peak Community College 5675 S. Academy Blvd Colorado Springs, CO 80906 Voice: 719 540 7433 Fax: 719 540 7527

1 0

RE: [otrs] IIS and MS SQL setup
by Parent, Cyrille 15 Apr '05

15 Apr '05

Merci Olivier. J'ai utilise l'installer Win32 (pour mes tests) - ca marche bien J'ai vu une option pour ODBC dans le config.pm ou default.pm alors je pensais essayer ca pour MS SQL. Je me demandais si qq'1 l'avait deja fait. Je vais essayer, on verra bien.... :) Cyrille -----Original Message----- From: Olivier [mailto:olivier158@laposte.net] Sent: Thursday, April 14, 2005 4:37 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] IIS and MS SQL setup Hi, I don't think it's a big prob to use it with iis > juste add the php possibilities. But mssql... i would like to say no, because i think instructions in otrs ask mysql only... If you want to use otrs on a M$ platform, with don't you try otrs4win32 ?? hope this help, Olivier Parent, Cyrille a écrit : > Hi, > > Just found out about OTRS yesterday and loaded it on a test box. The > boss loves it and wants it in production ASAP to replace our > less-than-perfect current solution. > > My problem: he wants it on IIS with MS SQL on the back-end (separate > servers). > > Is anyone on the list doing it that way and willing to share his/her > knowledge? > > Thanks in advance! > > **Cyrille Parent*** > *Assistant Director, IT Support Services > Pikes Peak Community College > 5675 S. Academy Blvd > Colorado Springs, CO 80906 > Voice: 719 540 7433 > Fax: 719 540 7527 > > > >------------------------------------------------------------------------ > >_______________________________________________ >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/ > >------------------------------------------------------------------------ > >No virus found in this incoming message. >Checked by AVG Anti-Virus. >Version: 7.0.308 / Virus Database: 266.9.10 - Release Date: 14/04/2005 > > -- No virus found in this outgoing message. Checked by AVG Anti-Virus. Version: 7.0.308 / Virus Database: 266.9.10 - Release Date: 14/04/2005

1 0

add FAQ html or plaintext ?
by aloclarit＠aol.com 15 Apr '05

15 Apr '05

I noticed that the FAQ editor seems to accept some kind of html/plaintext mixture. It accepts {enter} as a newline whereas a browser ignores {enter} and requires <br> instead. OTRS also accepts <br> and other html code. The problem I'm facing is this : When I create html docs using an html wysiwyg editor and paste the source into a new faq it looks totally crappy cuz the wysiwyg editor uses a lot of extra newlines to make the code more readable. These newlines are generally unproblematic since browsers only listen for <br>. OTRS, however treats them as real newlines, hence the crappy output. I have to sit there and manually take all those unwanted newlines out so that OTRS displays it right. I tried to display the code in firefox and it looks very pretty without any editing. I can't believe I haven't found anything about that on the net. Help Alex

1 0

IIS and MS SQL setup
by Parent, Cyrille 14 Apr '05

14 Apr '05

Hi, Just found out about OTRS yesterday and loaded it on a test box. The boss loves it and wants it in production ASAP to replace our less-than-perfect current solution. My problem: he wants it on IIS with MS SQL on the back-end (separate servers). Is anyone on the list doing it that way and willing to share his/her knowledge? Thanks in advance! Cyrille Parent Assistant Director, IT Support Services Pikes Peak Community College 5675 S. Academy Blvd Colorado Springs, CO 80906 Voice: 719 540 7433 Fax: 719 540 7527

2 1

RE: [otrs] IIS and MS SQL setup
by Pete McDonnell 14 Apr '05

14 Apr '05

If telling your boss about all the licensing costs which will be incurred (SQL, Windows etc) doesn't change his mind, you may wish to discuss the fact that there is an entire community (and a commercial organization!) supporting the product on MySQL and Apache. Come to think of it, would one be able to run OTRS with another web server? There isn't that much interdependence, is there? - Pete McDonnell _____ From: Parent, Cyrille [mailto:Cyrille.Parent@ppcc.edu] Sent: Thursday, April 14, 2005 6:15 PM To: otrs(a)otrs.org Subject: [otrs] IIS and MS SQL setup Hi, Just found out about OTRS yesterday and loaded it on a test box. The boss loves it and wants it in production ASAP to replace our less-than-perfect current solution. My problem: he wants it on IIS with MS SQL on the back-end (separate servers). Is anyone on the list doing it that way and willing to share his/her knowledge? Thanks in advance! Cyrille Parent Assistant Director, IT Support Services Pikes Peak Community College 5675 S. Academy Blvd Colorado Springs, CO 80906 Voice: 719 540 7433 Fax: 719 540 7527

1 0

RE: [otrs] sort order of the QueueView
by Jack Doyle 14 Apr '05

14 Apr '05

I see. You want to sort based on the timestamp of the latest article on a given ticket. Makes sense... wish I could help you... but that's beyond me. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: amg-1 [mailto:amg-1@reqwireless.com] Sent: Tuesday, March 29, 2005 10:54 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] sort order of the QueueView I don't think I was making myself clear. It's not the reverse sort order that I want. In fact, I don't want the messages in my queue to be sorted by ticket age at all. I want the messages to be sorted by timestamp on the messages themselves, not by the time/date the original ticket for each message was created. Essentially, I want the messages sorted just like they would be in a regular email client that knows nothing about mail threads. As I said, if you always deal with the messages at the top of the queue using the current sort order, you risk only dealing with open tickets and never addressing new tickets which always appear at the end. Imagine a scenario where a customer with a longstanding open ticket sends a reply, which appears at the top of the queue because the ticket is older than any other one. You reply to the message, and a couple minutes later, the customer sends another reply, which again shows up at the top of the queue because it belongs to such a longstanding ticket. Multiply this scenario, and it soon becomes difficult to tell whether you're simply replying to the same people all day, or whether everyone gets an even share of your time. That's why I want the messages sorted by the time they arrived into the queue, not by the time the tickets they belong to were created. Does this make more sense? I'm a programmer, I know PERL, perhaps this is something I can do given some guidance? Of course, I'd much prefer hearing that there's an easy way to change the sort order to be like a standard email client. thanks.

3 10

Re: [otrs] POP Filter matching question
by Greg Bolshaw 14 Apr '05

14 Apr '05

On 14 Apr 2005, at 16:53, User questions and discussions about OTRS. wrote: > I tried to use the POP filter mechanism like this: > > Match: > Header1: Subject; Field: *snom190* > Header2: Body; Field: *snom190* This won't work. The match fields accept regular expressions, not wildcards. Try something like: Header1: Subject; Field: .*snom190.* Header2: Body; Field: .*snom190.* > But with this filter set, the pop is failing at all, so no mail is > coming in, > but the log says something like: > > otrs@fox:/opt/otrs > $HOME/bin/PostMasterPOP3.pl > Message 1/5 (tts@yyy.de@post.xxx.de) > /(*media*server*)/: ?+*{} follows nothing in regexp > at /opt/otrs/Kernel/System/PostMaster/Filter/MatchDBSource.pm line 67. > > How can I achieve to match the filter to anything in i.e. the > subject, if at > least snom190 is somewhere in it ? This is what the above regex will match. (.* = zero or more of "any character") > Are the different header lines like an "OR" and the first line is > tried first > and so on ? I don't understand this question, but you can create an OR as follows: Header1: Subject; Field: (some subject|someother subject|subject ending in a number[0-9]+$) HTH Greg

1 0

POP Filter matching question
by Sven Fischer 14 Apr '05

14 Apr '05

Hi, I tried to use the POP filter mechanism like this: Match: Header1: Subject; Field: *snom190* Header2: Body; Field: *snom190* Set: Header1: X-OTRS-Queue; Field: support::phone-support::snom190-queue But with this filter set, the pop is failing at all, so no mail is coming in, but the log says something like: otrs@fox:/opt/otrs > $HOME/bin/PostMasterPOP3.pl Message 1/5 (tts@yyy.de@post.xxx.de) /(*media*server*)/: ?+*{} follows nothing in regexp at /opt/otrs/Kernel/System/PostMaster/Filter/MatchDBSource.pm line 67. How can I achieve to match the filter to anything in i.e. the subject, if at least snom190 is somewhere in it ? Are the different header lines like an "OR" and the first line is tried first and so on ? Regards, Sven

1 0

CustomerID change
by Sergey Smirnov 14 Apr '05

14 Apr '05

Hello All, Recently, our company migrated to new email addresses, and we would like to change old customer IDs by new ones. In fact, all we need is just to replace the email domain address of each CustomerID in OTRS database. Is there any script or tool we could use for that? Thank you for any help or advice, Sergey

2 1

locked ticked
by bahmed_11 14 Apr '05

14 Apr '05

hi for all otrs team ! i have a problem of viewing locked ticked in the queueview ( except for the owner but for the other users of the same view). when i tried to make $Self->{ViewableLocks} = ["'unlock'", "'lock'", "'tmp-lock'"]; it can be seen it the queueviuew but it disapear from the locked ticket (always (0)) and also nothing appears on new message (at the top). so please some one can help me? thanks in advance. ------------------------------------------ Faites un voeu et puis Voila ! www.voila.fr

2 1

Rép. : [otrs] Installation problem
by Vincent SABOURDY 13 Apr '05

13 Apr '05

My problem is that otrs tells me that DBD::mysql is not install and if i try ton install it with CPAN : install DBD::mysql Perl CPAN tells me that DBD::mysql is already install What can i do ? Please help me ! regards vsa >>> v.sabourdy(a)s3g.fr 12/04/2005 14:38:34 >>> Hi I try to install otrs on a redhat 7.2. the install control ask me to install mysql::DBD but it already installed and when i go to installer.pl i have : Software error: install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC contains: ../../ /home/wservir/otrs/bin/cgi-bin/../../Kernel/cpan-lib /home/wservir/otrs/bin/cgi-bin/../.. /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl . /home/wservir/otrs/bin/cgi-bin/../.. /home/wservir/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at (eval 20) line 3. Perhaps the DBD::mysql perl module hasn't been fully installed, or perhaps the capitalisation of 'mysql' isn't right. Available drivers: ADO, ExampleP, Multiplex, Pg, Proxy. at /home/wservir/otrs/bin/cgi-bin/../../Kernel/Modules/Installer.pm line 174 can you help me about this ? regards vsa _______________________________________________ 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

LDAP auth and the URL
by Hans du Plooy 13 Apr '05

13 Apr '05

Hi guys, I'm pretty sure I've asked this before, but I can't find it in my saved mails (I have all of them since I subscribed). I am building a new server for our office. In the process I'm moving from SUSE 9.1 Pro to SLES 9. OTRS is already the newest version, so there isn't much of a problem. I moved OTRS from the old to the new server as follows: - Install the rpm on the new server - run the install.pl script on the new server, to let it create the database - stopped the otrs and mysql services on both servers. - made tarballs of the /opt/otrs and /var/lib/mysql/otrs directories on the old server - deleted the above mentioned directories on the new server, and unpacked the tarballs in their place - started the otrs and mysql services on the new server. That seem to have worked, OTRS looks and acts just like it did before. Now, I need some help with LDAP authentiaction. My SLES server is running a OpenLDAP directory and everything is in there. I would like my users to authenticate agains LDAP, so that when I add a user to the system (new employee, say) they automatically have access to OTRS and use their regular password. Previously the users was part of the OTRS database. How do I change this? The LDAP part of the documentation only mentions Windows AD. Does the info there apply to OpenLDAP authentication too? My second question relates to the URL http://server/otrs/index.pl - I would like to make it so that users can just type http://server/otrs (or even alias the "otrs" part to something like "support"). I'm not an apache guru, but I tried adding "index.pl" to the DirectoryIndex in both my /etc/apache2/httpd.conf file and the /etc/apache2/conf.d/otrs.conf file, but it won't work. Any ideas on how to do this? Thank you in advance --- Kind regards Hans du Plooy SagacIT (Pty) Ltd hansdp at sagacit dot com

3 2

LDAP Auth
by Edward Brookhouse 13 Apr '05

13 Apr '05

Hi all, I am new to RT - Just installed 1.3.2 from source, and I would like to setup LDAP auth to Active Directory. After reading the many examples out there I have made it to a point where when a user hits the customer.pl and puts in their Active Directory username and password you see a message in the logs that the auth was successful - but the web page shows Panic! No UserData!!! I assume this is because RT wants that users information in it's own database, hence the overlay to http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo AutoCreate - My problem is I believe in installing this overlay - the documentation refers to a couple of items that do not seem to exist - such as RTSiteConfig.pm which does not exist - so I was using Config.pm - or the 'lib' directory where you are supposed to put files - I have just been placing them in Kernel/System - To get the auth and user creation to work - I copied the User_Local.pm and CurrentUser_Local.pm into System - So far the auth piece works but the user creation does not - No errors are reported in the logs ..... Added the following lines to Config.pm # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '172.17.17.110'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=corp,dc=phillips,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'SamAccountName'; $LDAPExternalAuth = 1; $LdapServer="172.17.17.110"; $LdapUser="cn=administrator,cn=Users,dc=corp,dc=phillips,dc=com"; $LdapPass="ourpass"; $LdapBase="dc=corp,dc=phillips,dc=com"; $LdapUidAttr="sAMAccountName"; $LdapFilter="(objectclass=*)"; $LdapTLS = 0; $LdapGroup ="cn=Domain Users,ou=Users,dc=corp,dc=phillips,dc=com"; $LdapGroupAttribute = 'uniqueMember'; $LdapSSLVersion = 2; $LdapNameAttr = "cn"; $LdapMailAttr = "mail"; $AutoCreateFromExternalUserInfo = 1; Any thoughts appreciated, Edward B Ebrooathealthydirections.com

2 1

$Self->{ShowCustomerSelection} NOT in Defaults.pm
by s taylor 13 Apr '05

13 Apr '05

Hello. In none of the files, including 'Defaults.pm', except in the documentation, I haven't found the following: # ShowCustomerSelection # (show customer selection in phone and change customer view # - disable this for ASP!) [0|1] $Self->{ShowCustomerSelection} = 1; I want to use the 'Multi-Group' configuration option. Has the procedure changed in 1.3.2 or did I overlook it? Thanks.

1 0

Error on create ticket via webinterface
by Sven Fischer 13 Apr '05

13 Apr '05

Hi, during setting up OTRS (creating new queues etc.), suddenly the following occurs on creating a ticket from a CustomerUser: Fehler: Need TicketID! Kommentar: Traceback: ERROR: OTRS-CGI-10 Perl: 5.6.0 OS: linux Time: Tue Apr 12 15:41:54 2005 Message: Need TicketID! Traceback (21955): Module: Kernel::System::Ticket::ArticleCreate (v1.19.2.1) Line: 83 Module: Kernel::Modules::CustomerMessage::Run (v1.35.2.2) Line: 334 Module: Apache::ROOT::otrs::customer_2epl::handler (v1.31) Line: 636 Module: (eval) (v2.01) Line: 143 Module: Apache::Registry::handler (v2.01) Line: 143 any ideas why the TicketID isn't there...? Help in time would be highly appreciated, thank you, Sven

2 3

RE: [otrs] CompanyTickets
by Andrew Blackstone 13 Apr '05

13 Apr '05

The config option is multiuserids. If you look into http://doc.otrs.org/1.3/en/html/customer-user-backend.html#AEN771 it may help you out. Hth, Andrew Andrew Blackstone IT Specialist email: ablackstone(a)homebasetech.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Greg Bolshaw Sent: Wednesday, April 13, 2005 12:04 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] CompanyTickets User questions and discussions about OTRS. wrote: > That´s a config option and if it activated, you can see all tickets from > your company. Thanks. What is the config option for this? I am having trouble finding it. -- Greg Bolshaw Flamble ~ 8 Royal Parade ~ London ~ W5 1ET Tel: +44 (0)20 8997 5000 Fax: +44 (0)20 8997 0048 greg(a)flamble.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/

1 0

Re: [otrs] CompanyTickets
by Greg Bolshaw 13 Apr '05

13 Apr '05

User questions and discussions about OTRS. wrote: > That´s a config option and if it activated, you can see all tickets from > your company. Thanks. What is the config option for this? I am having trouble finding it. -- Greg Bolshaw Flamble ~ 8 Royal Parade ~ London ~ W5 1ET Tel: +44 (0)20 8997 5000 Fax: +44 (0)20 8997 0048 greg(a)flamble.co.uk

1 0

Re: [otrs] CompanyTickets
by Greg Bolshaw 13 Apr '05

13 Apr '05

User questions and discussions about OTRS. wrote: > That´s a config option and if it activated, you can see all tickets from > your company. How does it work out which tickets belong to the same company? Using customer groups, e-mail domain name, or some other method? Thanks Greg -- Greg Bolshaw Flamble ~ 8 Royal Parade ~ London ~ W5 1ET Tel: +44 (0)20 8997 5000 Fax: +44 (0)20 8997 0048 greg(a)flamble.co.uk

2 1

CompanyTickets
by Greg Bolshaw 13 Apr '05

13 Apr '05

In the customer.pl interface, what does the CompanyTickets option display? As far as I can see, this is identical to MyTickets, although I feel I'm missing something here. Thanks Greg -- Greg Bolshaw Flamble 8 Royal Parade London W5 1ET Tel: +44 (0)20 8997 5000 Fax: +44 (0)20 8997 0048 greg(a)flamble.co.uk

2 1

Agent-Notifications for closed tickets and notes
by Nicolas Ecarnot 13 Apr '05

13 Apr '05

Hi, [We're using OTRS 1.3.2] Here's what I read in the documentation : (http://doc.otrs.org/1.3/en/html/system-notification.html#SYSTEM-NOTIFICATIO…) An agent can get notifications about 'new ticket, 'ticket follow up', 'ticket in custom queue' and 'ticket lock timeout'. 1 - When I create a new ticket from the 'Phone-Ticket' in the agent interface, and that I close it immediately (Next state of the ticket = closed successful) (I use OTRS in french, I don't remember the english terms) then NO mail is sent. My team definitively needs to receive mails for that action. Is this a setup I failed, or is this impossible in OTRS for now ? 2 - On an existing ticket, when we add notes, NO mail is sent. As for the first point, we would die to have this feature. Same question ? 3 - Despite those two points, we definitively *love* this software! Thank you. -- Nicolas Ecarnot

1 0

Only e-mail tickets from valid customers
by Roberto Giana 13 Apr '05

13 Apr '05

Hi I'm using OTRS 1.3.2. Is there a way to lock down the e-mail interface, so that only e-mails of registered and valid customers will open a ticket? -- Best regards Roberto

2 1

(no subject)
by aloclarit＠aol.com 13 Apr '05

13 Apr '05

Guys Congrats on OTRS but I have 2 issues. 1. Let's say I create a new article in the FAQ on monday at 10.15 am. It'll say created Monday 10.15 am in the History. On Tuesday at 12 pm I make a change to it. Now both dates are set to that. Every time I make another change to the same document ALL previous timestamps are set to the one of the latest change. OTRS does this on a per acticle basis it seems. Prolly not too hard to fix right ? It's not the end of the world but It'd be nice to actually have a real record of when articles were created and modified. 2. There is already a bug report on this one but it's from last december so I was wondering what the status was. Even if your language is set to 'en' OTRS still gives you 'de' as a default for a new FAQ article. Looks like it pulls this from the database and just sorts the laguages by beginning letter in the drop down menu so 'de' is always first. There must be a way to set a default for that. oh and btw.: any way to attach something to a FAQ article ? I'm running otrs 1.3.2 on gentoo with 2.6 kernel. Anyone ? thx Alex

1 0

Installation problem
by Vincent SABOURDY 12 Apr '05

12 Apr '05

Hi I try to install otrs on a redhat 7.2. the install control ask me to install mysql::DBD but it already installed and when i go to installer.pl i have : Software error: install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC contains: ../../ /home/wservir/otrs/bin/cgi-bin/../../Kernel/cpan-lib /home/wservir/otrs/bin/cgi-bin/../.. /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl . /home/wservir/otrs/bin/cgi-bin/../.. /home/wservir/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at (eval 20) line 3. Perhaps the DBD::mysql perl module hasn't been fully installed, or perhaps the capitalisation of 'mysql' isn't right. Available drivers: ADO, ExampleP, Multiplex, Pg, Proxy. at /home/wservir/otrs/bin/cgi-bin/../../Kernel/Modules/Installer.pm line 174 can you help me about this ? regards vsa

2 1

Able to notify all agents if a ticket had been modified ?
by Christophe Zwecker 12 Apr '05

12 Apr '05

Hi, we need all agents watching a queue to be notifies if an agent add somthing to a ticket , so the others know whats going on, with out having to check the webpage, even if the ticket status havent changed. Can this be done, and how ? Thx alot for any help an this or a pointer where to read Chris

1 1

Newbie Install Questions
by Bruce Maurier 11 Apr '05

11 Apr '05

I'm trying to set up OTRS for use by our small but overwhelmed-by-email support team here in Santa Cruz, but have some constraints within which to operate (not the least of which is my own ignorance). I want to set OTRS up in our web space at our ISP, and they are a very accommodating progressive group (Cruzio in Santa Cruz, CA.) But while they host our DNS and underutilized website and provide free access to MySQL server capabilities, PERL, etc., we manage our own mail server (MSExchange) here on site. Questions: 1) Our ISP hosts our site from the following platform: [OS]FreeBSD [webserver] Apache/1.3.28 (Unix) PHP/4.3.6 mod_ssl/2.8.15 OpenSSL/0.9.7c. I notice that the OTRS RPMs do not mention FreeBSD. Will any of them work installing into this environment? 2) Does it matter that the site is hosted in one location, and our mailserver in another? 3) Are there are any other questions you think I should be asking? Please feel free to enlighten me. I'm trying to overcome some in-house prejudice against open source software here and can use all the ammunition I can find to make my case. Any guidance in my quest will be greatly appreciated. Regards, Bruce

2 1

move from Windows to Debian
by Andreas Bublitz 11 Apr '05

11 Apr '05

Hey Guys, since the Windows version of OTRS doesn't seem to be updated in the next time I decided to use Debian. So I just wanted to ask, if anyone of you has moved from Windows to Linux before and has some hot hints. I hope I don't have to configure to much stuff again. I expect that the SQLData can be replaced easily just as the Apache config. But if anyone of you knows this better, please let me know. Thanks in Advance, Andreas

1 0

CustomerUser queue selection
by fischer＠snom.de 11 Apr '05

11 Apr '05

Hi, why should the CustomerUser select the queue to which his web-request should be queued in ? He doesn't know anything regarding the used queues. How can I avoid this (or just show a few of all queues) for the CustomerUser but use a Filter as for the incoming mails ? regards, Sven

3 2

RE: [otrs] changing ticket owner makes it disappear for others
by Jack Doyle 08 Apr '05

08 Apr '05

Actually, it won't show up in the queue view if the ticket is locked, but the other users may still view it through search results if necessary. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: Christophe Zwecker [mailto:doc@zwecker.de] Sent: Tuesday, April 05, 2005 10:13 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] changing ticket owner makes it disappear for others ok, there is just some actions that can only be performed if the ticket has an owner, thats why I asked.. thx alot Stefan Rother wrote: > Hi Chris, > >> we are admins with different fields of work, I created 3 queues by >> our names. we got an incoming queue. Everyone can see tickets in the >> other queues. however when one assignes a ticket to him, the other >> ones seem not to be able to see the tickets anymore, how can I change >> this ? >> >> and also I wonder what ticketlocking is for, so no other can change >> the ticket ? we dont need that can it be disabled at all ? > > > Please assigne the Ticket only in a other Queue, not to a person > directly. If you change the owner, the Ticket is locked and only the > owner see this Ticket. > > with kind regards, > > Stefan Rother > > -- > ((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/ -- Christophe Zwecker mail: doc(a)zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de "Reality is that which, when you stop believing in it, doesn't go away" _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

3 3

Preferred method for backup and disaster recovery
by Cainkar, Paul 08 Apr '05

08 Apr '05

What methods do you have in place for a complete backup and disaster recovery of an OTRS system? What is the preferred method to backing up the system both in circumstances with and without a tape drive in the machine itself? If the user who ultimately might have to restore your system is not a native Linux user, but does use Unix for other systems, would you recommend anything different? It would appear the obvious solution would be a mysql dump and grabbing the Config.pm file, but there must be more to it than that, including a more transparent solution from disaster to recovery. Thank you!

3 4

otrs
by Frank Cases 08 Apr '05

08 Apr '05

Also seems that customer.pl shows ALL queues for users.. even trash , spam and junk thats not good.. had to hack the template with hardcoded values.. anyway around it ? Frank Customer Business Customization Teliax Inc Téléphone - Internationnal / Phone - Worldwide: +1-303-629-8300 Sans frais - Canada & É.-U./ Toll Free -.Canada & USA: +1-888-270-3688 Visitez-nous sur internet à/ Visit us on the Web: www.teliax.com

2 1

OTRS Cron Daemon Error
by Lim Wee Lee 08 Apr '05

08 Apr '05

Hi, Have been encountering this Cron Daemon Error Email for the past few months and had no idea what went wrong. Can anyone advise on this? Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.3/Net/POP3.pm line 306. ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Thu Apr 7 21:00:33 2005 Message: Auth for user tis(a)xxx.xxx.com failed! Traceback (8414): Module: main::FetchMail (v1.11) Line: 143 Module: /home/weelee/projects/otrs/www/doc/bin/PostMasterPOP3.pl (v1.11) Line: 109 Best Regards Lim Wee Lee Parkway Shenton Pte. Ltd. Tel : 6227 7777 ext 641 Fax : 6225 3735

2 1

Dispatching
by Greg Bolshaw 07 Apr '05

07 Apr '05

Can someone please explain to me the difference between "Dispatching by email To field" and "Dispatching by selected Queue" under PostMaster POP3 Account. I have read the documentation, and searched the list archives, but this doesn't seem to be covered. Thanks Greg -- Greg Bolshaw Flamble 8 Royal Parade London W5 1ET Tel: +44 (0)20 8997 5000 Fax: +44 (0)20 8997 0048 greg(a)flamble.co.uk

1 0

RE: [otrs] "ALL" in ownership
by Jack Doyle 07 Apr '05

07 Apr '05

Justin, The only people that will show up in the list are the people that have that queue selected in their preferences. It is that way because some people watch certain queues while others don't. The list populates with agents who have chosen to monitor that queue. However, the "All" link allows you to override that list and pick from any agent. Get your agents to select the queue in their preferences to be in the list. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: Justin Wilson [mailto:j2sw@mtin.net] Sent: Tuesday, April 05, 2005 9:40 PM To: otrs(a)otrs.org Subject: [otrs] "ALL" in ownership Why must I click "All" to show the people I wish to assign ownership of a ticket to? Is there a way to have this list already there without clicking all? Justin -- "It's 10 O'Clock, do you know what your server is doing?" --- Justin S. Wilson <j2sw(a)mtin.net> TEL: 765.376.1079 AOLIM: j2sw WEB: http://www.jwilson.ws/ WEB: http://dontknockmysmock.mtin.net/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

1 0

some questions about customizing otrs
by Torgeir Andrew Waterhouse 07 Apr '05

07 Apr '05

hi I'm new to Otrs & will be installing it and starting a rather intense test period tomorrow, if things work out as expected I'll need to have a go at customizing otrs - and hence I have some questions. The environment I'll be using Otrs in is mainly with non technical agents who give advise on conusmer issues using email. These agents are mainly used to Outlook 2000 and some of find that to be a rather advanced (and sometime difficult) aplication. I've already browsed the developer portion of the docs and would like some feedback from people that have tried to customize Otrs. - Is there some kind of respitory with custom modules? - Are there any obvious do-s & don't's for customing the templates and has anybody got any recomendations on how to customize it to make it more user friendly for non-technical users. - Populate the faq from a xml file using a nightly cron job - has anyone tried something like this? - Has anybody made som kind of module that allows the agents to insert attachments in the same way the insert faq's? - Are there any obvious do-s & don't's for adding custom fields to the ticket? - I'll need to be able to at least to custom fields and have the content of those show up in the meta coloumn on the right hand side in the zoom view. - Has anybody got any noteworthy experience or write ups from integrating Otrs with other web aplications they'd like to share? - Has anybody got any experience with different custom fields and/or different templates based upon which queue a ticket is in? :torgeir

2 1

can all queue owners be notified if ticket modified
by Christophe Zwecker 07 Apr '05

07 Apr '05

Hi, we are 3 support people with one queue each, we have access to the queues of the others. When one of the two others modify their tickets each of use needs to get a mail with the changes, so we now how the status is in case we get asked, can this be done ? please tell me it can, otherwise i fear we cant use otrs.. thx alot! -- Christophe Zwecker mail: doc(a)zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de "Reality is that which, when you stop believing in it, doesn't go away"

1 0

Mail return receipt
by Ritme Informatique 06 Apr '05

06 Apr '05

Hi all, I am not sure to write to the correct mailing list, please apologize for that. I am using otrs 1.3.2 (but this may apply to otrs 2?) I want to be able to create a mail return receipt, so I tried to add this: 'Return-Receipt-To' => $Param{From}, to Article::ArticleSend But this doesn't seem to work. Do you have any idea? Thanks for your help, Bastien.

1 0

Question re: 2.0
by Pete McDonnell 06 Apr '05

06 Apr '05

I'm curious to know whether or not version 2.0 might have some flexible options for routing escalations? What I'd envision is the following: - ticket reaches queue escalation time - one or more agents within working hours - ticket escalated to agent - within n hours after that, ticket escalated to agent and agen't supervisor - within n hours after that, ticket follows different escalation path (reassignment to another agent perhaps with a not going on an exception report?) I'm anxiously awaiting versoin 2.0! It's going to be fantastic, I can sense it. - Pete McDonnell "I'd give my right arm to be ambidextrous." - Anonymous

1 0

AW: [otrs] pending auto close+ vs pending auto close-
by TKocher＠spirit21.de 06 Apr '05

06 Apr '05

Hi Tom, autopenting- closes the ticket as unsuccessful, autopending+ as successful thorsten -------------------------- SPIRIT/21 AG Thorsten Kocher mobil: 0172-6377392 Zur Verf�gung gestellt von my BlackBerry Wireless Handheld ----- Original Message ----- From: otrs-bounces Sent: 06.04.2005 00:20 To: <otrs(a)otrs.org> Subject: [otrs] pending auto close+ vs pending auto close- What is the difference between pending auto close+ and pending auto close- ? Thanks, Tom Tom McKenzie Posit Science Corporation (formerly Neuroscience Solutions Corporation) 114 Sansome Street * 5th Floor * San Francisco, CA 94104 Main: 415-394-3100 * Direct: 415-321-7665 * Fax: 415-986-2829 Please Note: Neuroscience Solutions is now Posit Science. My new email address is tom.mckenzie(a)positscience.com. To learn more about our name change, visit www.positscience.com <http://www.positscience.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

"ALL" in ownership
by Justin Wilson 06 Apr '05

06 Apr '05

Why must I click "All" to show the people I wish to assign ownership of a ticket to? Is there a way to have this list already there without clicking all? Justin -- "It's 10 O'Clock, do you know what your server is doing?" --- Justin S. Wilson <j2sw(a)mtin.net> TEL: 765.376.1079 AOLIM: j2sw WEB: http://www.jwilson.ws/ WEB: http://dontknockmysmock.mtin.net/

1 0

pending auto close+ vs pending auto close-
by Tom McKenzie 05 Apr '05

05 Apr '05

What is the difference between pending auto close+ and pending auto close- ? Thanks, Tom Tom McKenzie Posit Science Corporation (formerly Neuroscience Solutions Corporation) 114 Sansome Street * 5th Floor * San Francisco, CA 94104 Main: 415-394-3100 * Direct: 415-321-7665 * Fax: 415-986-2829 Please Note: Neuroscience Solutions is now Posit Science. My new email address is tom.mckenzie(a)positscience.com. To learn more about our name change, visit www.positscience.com <http://www.positscience.com/>

1 0

Perl MIME issue
by Aaron Bostick 05 Apr '05

05 Apr '05

Hi, Just installed otrs 1.3.2 on a gentoo server using the ebuild and am loving it. When I try to send an email to the customer from the ticket zoom view, I am getting this error message: Software error: Undefined subroutine &MIME::Decoder::QuotedPrint::encode_qp_threearg called at /usr/lib/perl5/vendor_perl/5.8.5/MIME/Decoder/QuotedPrint.pm line 95. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. Any ideas why this would occur? I saw another thread about having to insert a 'use' command somewhere. Thanks, Aaron Bostick

1 0

Problem auto-closing pending tickets
by Jim Edlin 05 Apr '05

05 Apr '05

I have PendingJobs.pl in the otrs crontab file (45 * * * * $HOME/bin/PendingJobs.pl >> /dev/null), but my pending tickets are not getting auto-closed. All the other entries in the otrs crontab file are executing successfully (generic agent, PostMasterPOP3, etc.). In my Config.pm file, I have the entries $Self->{StateAfterPending} = [ 'pending auto close' +> 'closed successful', 'pending auto close+' +> 'closed successful', 'pending auto close-' +> 'closed unsuccessful', ]; But pendding jobs do not get closed when their pending time expires, which is what I believe should be happening. When I attempt to run the PendingJobs.pl module directly from the command line... $ sudo /opt/otrs/bin/PendingJobs.pl I get PendingJobs.pl <Revision 1.13> - check pending tickets Copyright (c) 2002-2004 Martin Edenhofer <martin(a)otrs.org> Pseudo-hashes are deprecated at /opt/otrs/bin/PendingJobs.pl line 84. Can't coerce array into hash at /opt/otrs/bin/PendingJobs.pl line 84. Can anyone offer advice about how to get this to work? ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ Jim Edlin Tides, Inc. 415-561-6304 v 415-561-6301 f jedlin(a)tides.org http://www.tides.org

1 0

changing ticket owner makes it disappear for others
by Christophe Zwecker 05 Apr '05

05 Apr '05

Hi, we are admins with different fields of work, I created 3 queues by our names. we got an incoming queue. Everyone can see tickets in the other queues. however when one assignes a ticket to him, the other ones seem not to be able to see the tickets anymore, how can I change this ? and also I wonder what ticketlocking is for, so no other can change the ticket ? we dont need that can it be disabled at all ? thx for helping a newbie Chris -- Christophe Zwecker mail: doc(a)zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de "Reality is that which, when you stop believing in it, doesn't go away"

2 2

problem with filtering mail
by Roman Rabochiy 05 Apr '05

05 Apr '05

i'd try to filetring my mail receiving from test(a)test.ru by Subject => 'adsl', but mail dont forwarded to Queue adsl and still forwarded to deault Queue i try restart apache and i using /opt/otrs/bin/PostMasterPOP3.pl to fetch my mail > > What;s wrong, please help... > > .................................................................................................................. > > frame from Kernel/System/PostMaster/Filter/Match.pm > .................................................................................................................... > > #test roman adsl > $Self->{'PostMaster::PreFilterModule'}->{'adsl'} = { > Module => 'Kernel::System::PostMaster::Filter::Match', > Match => { > To => 'test(a)test.ru', > Subject => 'adsl', > }, > Set => { > 'X-OTRS-Queue' => 'adsl', > }, > }; > > ........................................................................................................................ > > -- Regards, Rabochiy Roman Business Sviaz Holding rrabochiy(a)bsh.ru +7(095)3630670 uin#313018899

2 1

display picturs (attachements) inline
by Rudolf Harney 05 Apr '05

05 Apr '05

Hallo otrs-users, Does someone know, how to display Attachements inline? Many Emails come with screen-shots and it would help, to view them without having to click on a link. Thanks, RUDOLF HARNEY -- tuxwerk OHG Dipl.-Phys. Rudolf Harney Basler Straße 13 D-79100 Freiburg Germany fon: ++49 (0)761 / 7043067 fax: ++49 (0)761 / 7043066 mobil: ++49 (0)177 / 2858377 web: www.tuxwerk.de mail: rh(a)tuxwerk.de

1 0

Statistic about resolving time
by TKocher＠spirit21.de 05 Apr '05

05 Apr '05

Hi all, is there any out of the box statistic about the average / max time in which tickets are resolved? Thanks Thorsten *************************************** Thorsten Kocher Security and Network Consultant email: tkocher(a)spirit21.de phone: +49 (0) 7031 71496-00 mobile: +49 (0) 172 6377392 SPIRIT/21 AG Otto-Lilienthal-Strasse 36 71034 Böblingen

2 1

Non-translated symbols in field "Subject" (in UTF-8)
by Dmitry Kambur 05 Apr '05

05 Apr '05

Hello! When I create e-mail ticket in OTRS or receive autoanswer that I see in a field "Subject" instead of russian (cyrillic)letters strange symbols in my e-mail program (Mozilla TB and The Bat!) . For example: Subject: Ð¿ÑÐ¾Ð²ÐµÑÐºÐ° This is word: "ÐÒÏ×ÅÒËÁ" (test) I have compared headings from OTRS and headings from my mail server ( I have sent the letter to myself). Here they: 1. From OTRS: Subject: [2005032810000012] RE: яяп╬я subj. п╡ utf-8 ( [...] 2. From me: Subject: =?UTF-8?B?0Y3RgtC+0YIgc3Viai4g0LIgdXRmLTggKHRoaXMgc3Viai4gaW4gdXQ=?= =?UTF-8?B?Zi04KQ==?= In the second variant the Subj line is coded correctly and obviously specified the codepage (?UTF-8?). Why it does not work in OTRS? -- Dmitry Kambur TeNeT ISP System Department E-mail: tracer(a)Te.NeT.UA

2 1

Installing OTRS
by Andrew Blackstone 05 Apr '05

05 Apr '05

I am installing OTRS 1.3.2 and when trying to use the installer.pl I get the warning... "Kernel/Config.pm isn't writable!" Then it follows with the comment, "If you want to use the installer, set the Kernel/Config.pm writable for the werserver user!" I've searched around in the Kernel/Config.pm but couldn't find any settings for this. If anyone knows how to get around this problem please let me know. Thanks in advance, Andrew Blackstone

3 2

How can I make Bcc:?
by Alex Povolotsky 04 Apr '05

04 Apr '05

Hello! I'd like to make an automated Bcc: for every outgoing EMail generated by OTRS. How can I do that? -- Alex Povolotsky <tarkhil(a)webmail.sub.ru>

4 6

RE: [otrs] Apache Using to much memory for Windows
by Pete McDonnell 04 Apr '05

04 Apr '05

Have you reviewed the apache config file? There are several settings for the number of processes to start by default, number of spare servers, etc. I think this may also be related to the way perl is used. IIRC a lot of perl code is loaded in RAM depending on the way OTRS is used as well? I'm sure someone can clarify that. - Pete McDonnell > -----Original Message----- > From: Tony Mart [mailto:tony@colony1.net] > Sent: Monday, April 04, 2005 12:57 PM > To: 'User questions and discussions about OTRS.' > Subject: [otrs] Apache Using to much memory for Windows > > Hi All, > > Heres my server > > Windows 2003 Server SP1 > 3.0 Ghz P4 > 1.5 Gigs Ram > 200 Gb HD > > Otrs 1.2.4-01 For Windows > > Right now I have 14 users and about 20 queues with about 70 > tickets, and for some reason apache that came with the > windows installer eats up my server memory, right now its > using 1.3 gigs itself are there any tweaks to force it to use > no more that 384megs of ram Now remember Im a windows guy, > and only windows so please be gentle with me all this > perl,php,MYSQL and apache stuff is killing me > > Let me know if you all need to see some of my httpd.conf > > Thanks > > Tony Mart > Systems Admin > Colony On On-Line > > > _______________________________________________ > 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

allow "unprivileged" agents to create responses?
by James Sleeman 04 Apr '05

04 Apr '05

Hi all, to cut a long story short, I want to allow agents who service queues to be able to create (and edit) 'canned' responses in thier queues. It seems however that the only way of making these canned responses is through the Admin area, but I don't want to give the agents access to the admin area. Solutions? -- James Sleeman, Gogo Internet Services Website : http://www.gogo.co.nz/ Gogo Internet Services also provides web hosting services to New Zealanders. Earn some extra cash by joining our affiliate program! http://host.gogo.co.nz/affiliates/user/index.php

3 2

Cannot Receive POP Email
by Tony Mart 01 Apr '05

01 Apr '05

First here is the Hardware Basics Windows 2003 Server SP1 3.0 Ghz P4 1 Gig Ram 200 Gb HD Otrs 1.2.4-01 For Windows IMail 8.0.5 for our mailer smtp and pop3 Problem is I have setup a Pop account to pull mail from its otrs(a)netenforcers.com but its not pulling any mail at all from that account Im running the perl script PostMasterPOP3.pl from the command prompt but I receive the following error: Can't locate DBI.pm in @INC (@INC contains: C:/otrs/otrs/Kernel/cpan-lib C:/otrs /otrs C:/Perl/lib C:/Perl/site/lib .) at C:/otrs/otrs/Kernel/System/DB.pm line 15. BEGIN failed--compilation aborted at C:/otrs/otrs/Kernel/System/DB.pm line 15. Compilation failed in require at C:\otrs\otrs\bin\PostMasterPOP3.pl line 38. BEGIN failed--compilation aborted at C:\otrs\otrs\bin\PostMasterPOP3.pl line 38. So can anyone help me out with this, we would love to use this software Let me know if you need more info Thanks Tony Mart Systems Administrator Colony One On-Line INC

2 2

otrs broken after upgrade (debian/testing)
by Atte André Jensen 01 Apr '05

01 Apr '05

I just upgraded a debian/testing server, and now otrs is not working. If I try to access the otrs page (http://server/otrs/) I get: Forbidden You don't have permission to access /otrs/ on this server. Additionally, a 500 Internal Server Error error was encountered while trying to use an ErrorDocument to handle the request. And I have this in /var/log/apache/error.log: [Fri Apr 1 13:15:11 2005] [error] Can't locate Kernel/Output/HTML/Generic.pm in @INC (@INC contains: /usr/share/otrs/bin/cgi-bin/../../Kernel/cpan-lib /usr/share/otrs/bin/cgi-bin/../.. /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/apache/ /etc/apache/lib/perl) at /usr/share/otrs/bin/cgi-bin/index.pl line 60.\nBEGIN failed--compilation aborted at /usr/share/otrs/bin/cgi-bin/index.pl line 60.\n I would be most happy if soneone could help me getting a bit further... -- peace, love & harmony Atte http://www.atte.dk

3 4

flashing queues
by Jason Joines 31 Mar '05

31 Mar '05

When I'm using "Queue View", there's usually one of the queues being displayed on the "Queues" line flashing. At one point I could pick which queue would flash by moving a particular ticket into it. However, once that ticket was closed a different queue started flashing. What causes the flashing? Jason Joines =================================

3 2

problem adding new users
by Maciak, TJ 31 Mar '05

31 Mar '05

I am brand new to OTRS and testing it out on a Fedora Core 3 box along with * otrs-1.3.2-01 * apache 2.0.52 * MySQL 4.1.10.a-0 * fetchmail-6.2.5-7 I was able to run the installer a-ok. Logged in as root with no problems. When I try to add myself as a user, it gives me the following error message: === START Error: Email address (tmaciak(a)ci.grand-rapids.mi.us) not valid (invalid tmaciak(a)ci.grand-rapids.mi.us (mx)! )! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-15 Perl: 5.8.5 OS: linux Time: Wed Mar 30 15:25:54 2005 Message: Email address (tmaciak(a)ci.grand-rapids.mi.us) not valid (invalid tmaciak(a)ci.grand-rapids.mi.us (mx)! )! Traceback (8247): Module: Kernel::System::User::UserAdd (v1.41) Line: 129 Module: Kernel::Modules::AdminUser::Run (v1.16 ) Line: 136 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 202 Module: ModPerl::RegistryCooker::run (v1.73) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 === END When I looked up on both google and the otrs web page for similar error messages I found no results. I also looked in the archived list and also found no results. This very well could be an email configuration issue as I have not set email up on my machine. However instructions provide no clue as to what this really means, and/or how to fix it. Any help is appreciated. Thanks, T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448

2 1

Unable to connect to DB
by Are Hoel 31 Mar '05

31 Mar '05

Hi During the night OTRS has been unable to connect to the database server and I'm unsure what happens to the emails received and tried processed when this happens. I've set myself up to receive any mails with errors and have gotten a couple with: "DBI connect('database=otrs;host=[ip];','otrs',...) failed: Can't connect to MySQL server on '[ip]' (111) at /opt/otrs/Kernel/System/DB.pm line 236 ERROR: OTRS-PM3-69 Perl: 5.6.1 OS: linux Time: Thu Mar 31 04:20:01 2005 Message: Can't connect to MySQL server on '[ip]' (111) Traceback (3865): Module: Kernel::System::DB::new (v1.37) Line: 212 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.11) Line: 71 Got no DBObject at /opt/otrs/Kernel/System/POP3Account.pm line 36. " Did OTRS wait until the server was available again and process all messages at that time? If not, what can I do to process the messages? Best regards Are Hoel Systems Administrator Telio AS - www.telio.no

1 0

Enabling attachments option on Phoneview for agents?
by Codling, Andrew 30 Mar '05

30 Mar '05

Sorry if this has been asked a thousand times already, I've searched the website, the documentation but I cant seem to enable the phoneview attachments option for agents on the windows install? Can anyone advise how its done? I'm running version 1.2.4-01 (Win32) Regards, Andrew

1 0

Aspell Spell Checker
by Philippe Roth 30 Mar '05

30 Mar '05

Dear All, We installed Aspell on our OTRS system. We would like to check french words. We installed the french directory and can make checks on files with the instruction : aspell --lang=fr check filename. This works We made modifications on our Config.pm file to include aspell as described in the manual and Default.pm But we can't make spell checks under OTRS... Where should we look? Do you have any ideas? Many thanks in advance, Philippe Roth

1 0

Installing OTRS 1.3.2 on SuSE Linux 9 for X86_64
by Janak Vakharia 30 Mar '05

30 Mar '05

Hi How does one go about installing OTRS 1.3.2 for SLES 9 for x86_64. The RPMs available seem to be for i386. Any advice would be greatly appreciated. Thank you in Advance Janak

1 0

Filter for spam
by Serge ALGAROTTI 30 Mar '05

30 Mar '05

Hello, we want do a filter for spam. We have read the documentation and mailing list but we doesn't understand exactly how do that. We have, on the mail server, SpamAssasin with Amavisd-new. We use pop3 to download the mail. We have create a Postmaster filter name : spam the match condition is: X-Spam-Flag Value: yes the set is: X-OTRS-Queue value : spam We have create a queue name: spam but no spam go in the spam queue. Is there someting other to do to activate the filter ? thank for your help [OTRS 1.3.2] -- Serge ALGAROTTI [http://www-cemef.cma.fr/] Ecole des Mines de Paris / CEMEF UMR CNRS 7635 [tel 04 93 95 74 02]

1 0

Editing "Free field" without taking ownership of ticket
by Stefansen Espen 30 Mar '05

30 Mar '05

Hi I wondered if it is possible to edit the "Free field" in a ticket, without locking the ticket or taking ownership? If not, how could i make this possible? Regards Espen Stefansen

1 0

OTRS Logs
by Philippe Roth 30 Mar '05

30 Mar '05

Dear All, Thank you for all the answers you sent us before. These helped a lot. We have a question about the logs shown in OTRS. We found that we could create log files under /tmp/otrs.log (or elsewhere) as described in the manual and the Config.pm file. But otherwise, where are the logs stored? Also we would like to know how it is possible to show more log lines in the AdminLog/SystemLog area instead of the few lines by default? We found a value which could be modified, "4x1024" in the ./Kernel/Modules/AdminLog.pm file but if we change it, we have an error on line 80 when OTRS is restarted... Could we show a day, a week, a month of logs? Many thanks in advance and have a nice day, Philippe Roth

2 1

RE: [otrs] sort order of the QueueView
by Are Hoel 29 Mar '05

29 Mar '05

A slightly different solution would be to have all new tickets appear first, then open ones. This would be a great thing for a simple inbox where you sort cases and give quick answers. For the cases where a customer "replies" to an old case you should split it into a new case and handle it there. I beleive the new case (the one you split out) should get a created time "now". Just my 2 cents Best regards Are Hoel > I would guess just changing the select queries that generate the QueueView and changing > the ORDER BY clauses... however, in Perl it's a little beyond my abilities. > > ----- > Jack Doyle, Network+ > Systems Operations Specialist > Lewis-Gale Clinic Information Systems > > Public key: http://keys.thajack.com/jd_lgc_public.asc > > -----Original Message----- > From: amg-1 [mailto:amg-1@reqwireless.com] > Sent: Tuesday, March 29, 2005 12:29 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] sort order of the QueueView > > >> There's an option you can use in Config.pm: >> >> # AgentQueueSortDefault >> # (default sort order of the queue view / after priority sort) >> # ASC: oldest on top, default >> # DESC: youngest on top >> $Self->{AgentQueueSortDefault} = 'DESC'; > > Found this already, but it simply reverses the existing order, not at all > what I'm looking for. Jack Doyle expressed succinctly what I'm after, which > to me seems like a very straightforward way to order messages. > > Any idea how this might be achieved? > > Anybody else interested in this type of message queue sorting? > >> Why do you need this ordering option? Maybe there's another way of >> doing what you need to do ;) I think that you'll face the problem >> exposed before sooner or later. > > I need this ordering option to prevent the starvation scenario I described > previously. I want to make sure that I don't end up spending more time on > certain tickets just because they were opened a long time ago. > > Alain. > > _______________________________________________ > 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/ > -- Are Hoel Systems Administrator Telio AS - www.telio.no are.hoel(a)telio.no

1 0

RE: [otrs] sort order of the QueueView
by Jack Doyle 29 Mar '05

29 Mar '05

I would guess just changing the select queries that generate the QueueView and changing the ORDER BY clauses... however, in Perl it's a little beyond my abilities. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: amg-1 [mailto:amg-1@reqwireless.com] Sent: Tuesday, March 29, 2005 12:29 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] sort order of the QueueView > There's an option you can use in Config.pm: > > # AgentQueueSortDefault > # (default sort order of the queue view / after priority sort) > # ASC: oldest on top, default > # DESC: youngest on top > $Self->{AgentQueueSortDefault} = 'DESC'; Found this already, but it simply reverses the existing order, not at all what I'm looking for. Jack Doyle expressed succinctly what I'm after, which to me seems like a very straightforward way to order messages. Any idea how this might be achieved? Anybody else interested in this type of message queue sorting? > Why do you need this ordering option? Maybe there's another way of > doing what you need to do ;) I think that you'll face the problem > exposed before sooner or later. I need this ordering option to prevent the starvation scenario I described previously. I want to make sure that I don't end up spending more time on certain tickets just because they were opened a long time ago. Alain. _______________________________________________ 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] sort order of the QueueView
by Jack Doyle 29 Mar '05

29 Mar '05

I don't understand what you're saying. The ticket age corresponds with the ticket arrival (created) time. How would you define the arrival time if not the ticket created time? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: amg-1 [mailto:amg-1@reqwireless.com] Sent: Tuesday, March 29, 2005 9:34 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] sort order of the QueueView No, I actually want the order to be by message arrival time. By ordering by Age, you risk starving new tickets if you're always handling old ones first. So, the arrival time of the messages in the queue makes sure that those messages get handled first come first served, instead of giving preference to those who opened a ticket a long time ago. Can this be done? ----- Original Message ----- From: "Jack Doyle" <jdoyle(a)lewisgaleclinic.com> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Monday, March 28, 2005 10:52 AM Subject: RE: [otrs] sort order of the QueueView The age is the amount of time since the ticket was created. Is that not what you want? Also, it sorts based on priority, then age. There may be more to it that I'm not aware of. However, the age seems to me to be the amount of time since the created date/time. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: amg-1 [mailto:amg-1@reqwireless.com] Sent: Monday, March 28, 2005 10:47 AM To: otrs(a)otrs.org Subject: [otrs] sort order of the QueueView When I view My Queues, the order of the messages shown is the "Age" of the ticket. I'd like to change the sort order to be the message arrival time, not the time of the creation of the ticket's very first message (which is what I understand to be the "Age" of the ticket). I've looked through the mailing list archive, and searched the Defaults.pm file, but no success. Is the sort order I'm suggesting possible w/ OTRS? thanks. -- Alain M. Gaudrault, Reqwireless Inc. Web: http://www.reqwireless.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

4 5

RE: [otrs] sort order of the QueueView
by Jack Doyle 29 Mar '05

29 Mar '05

This brings to mind an idea that I have for a future update... when you have it set to create a new ticket on a follow-up, you should be given the option to link the two tickets. i.e. Two questions instead of one in config... allow follow-up? If no, link new tickets on follow-up? So, if you have it set to create new tickets on a follow-up, it would create the new ticket with a ticket link to the old ticket. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: Victor Rodriguez Cortes [mailto:victor.rodriguez@valmesa.es] Sent: Tuesday, March 29, 2005 12:10 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] sort order of the QueueView Ummm... that's a bit complicated, but sounds absolutely logical. Two workarounds come to my mind: 1- Don't allow follow-up's: every new mail received will create a new ticket, even if it has a TicketID in it's subject, etc. I don't like this one because you'll loose the relationship between mails (exactly as with a generic mail client). If the new mail received doesn't include the complete text of the thread you'll have to search each TickedID you could find and stablish the relationship between them manually... seems way too much work to me, but if you seldom receive follow-up's could be an option. This can be setup in the admin interface in a per queue basis. 2- Play with Priorities. As OTRS puts Tickets with higher priority first, if you reduce the priority of a ticket with follow-up's, it will appear below in the QueueView. If a client keeps replying to a longstanding ticket, won't be attended until all new tickets are replied. Read "new tickets" as "not a follow-up, not related to a longstanding ticket". For example, if your default priority is "normal (3)" and you change the priority of all tickets with follow-ups to "low (2)", when you receive new mail, all those new tickets will show above all your longstanding tickets, even if they are older. Obviously, for a given priority, Age will be used to order tickets. But you have 5 priorities ;-) The ideal way to manage this would be having some kind of cron job that changes priorities automatically if priority == "Normal" and "has follow-up's" = true. Even you could create a new ticket state (like "replied"), that is asigned automatically when you reply to a mail ticket, and then have the cron job to change the priority if piority == "Normal" and state == "replied". Maybe GenericAgent can do something like this, but I don't know as I haven't messed with it yet (http://doc.otrs.org/1.3/en/html/generic-agent.html) If you manage to do this using option 2 and that "cron job" I would be glad to hear how you did it :) Good luck! On 29 Mar 2005 at 10:53, amg-1 wrote: > I don't think I was making myself clear. It's not the reverse sort > order that I want. In fact, I don't want the messages in my queue to > be sorted by ticket age at all. I want the messages to be sorted by > timestamp on the messages themselves, not by the time/date the > original ticket for each message was created. Essentially, I want the > messages sorted just like they would be in a regular email client that > knows nothing about mail threads. > > As I said, if you always deal with the messages at the top of the > queue using the current sort order, you risk only dealing with open > tickets and never addressing new tickets which always appear at the > end. Imagine a scenario where a customer with a longstanding open > ticket sends a reply, which appears at the top of the queue because > the ticket is older than any other one. You reply to the message, and > a couple minutes later, the customer sends another reply, which again > shows up at the top of the queue because it belongs to such a > longstanding ticket. Multiply this scenario, and it soon becomes > difficult to tell whether you're simply replying to the same people > all day, or whether everyone gets an even share of your time. That's > why I want the messages sorted by the time they arrived into the > queue, not by the time the tickets they belong to were created. > > Does this make more sense? > > I'm a programmer, I know PERL, perhaps this is something I can do > given some guidance? Of course, I'd much prefer hearing that there's > an easy way to change the sort order to be like a standard email > client. > > thanks. --- 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/

1 0

RE: [otrs] sort order of the QueueView
by Jack Doyle 29 Mar '05

29 Mar '05

I don't think I can help, either. I have always been satisfied with the sort order. If you want first come, first served, then the older tickets SHOULD be at the top. I'm sorry I can't help any more. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: Graeme Brough [mailto:Graeme.Brough@Sun.COM] Sent: Tuesday, March 29, 2005 10:23 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] sort order of the QueueView Hi, The way it sounds to me, 'amg-1' wants to reverse the sort order so that newer tickets are at the top, rather than tickets that have not been worked for a longer period. At this point however I am not able to offer a solution. Graeme Jack Doyle wrote: > I don't understand what you're saying. The ticket age corresponds > with the ticket arrival (created) time. > > How would you define the arrival time if not the ticket created time? > > ----- > Jack Doyle, Network+ > Systems Operations Specialist > Lewis-Gale Clinic Information Systems > > Public key: http://keys.thajack.com/jd_lgc_public.asc > > -----Original Message----- > From: amg-1 [mailto:amg-1@reqwireless.com] > Sent: Tuesday, March 29, 2005 9:34 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] sort order of the QueueView > > > No, I actually want the order to be by message arrival time. By > ordering by Age, you risk starving new tickets if you're always > handling old ones first. > > So, the arrival time of the messages in the queue makes sure that > those messages get handled first come first served, instead of giving > preference to those who opened a ticket a long time ago. > > Can this be done? > > > ----- Original Message ----- > From: "Jack Doyle" <jdoyle(a)lewisgaleclinic.com> > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Sent: Monday, March 28, 2005 10:52 AM > Subject: RE: [otrs] sort order of the QueueView > > > The age is the amount of time since the ticket was created. Is that > not > what you want? Also, it sorts based on priority, then age. There may be > more to it that I'm not aware of. > > However, the age seems to me to be the amount of time since the > created > date/time. > > ----- > Jack Doyle, Network+ > Systems Operations Specialist > Lewis-Gale Clinic Information Systems > > Public key: http://keys.thajack.com/jd_lgc_public.asc > > -----Original Message----- > From: amg-1 [mailto:amg-1@reqwireless.com] > Sent: Monday, March 28, 2005 10:47 AM > To: otrs(a)otrs.org > Subject: [otrs] sort order of the QueueView > > > When I view My Queues, the order of the messages shown is the "Age" of > the ticket. I'd like to change the sort order to be the message > arrival time, not the time of the creation of the ticket's very first > message (which is what I understand to be the "Age" of the ticket). > > I've looked through the mailing list archive, and searched the > Defaults.pm file, but no success. Is the sort order I'm suggesting > possible w/ OTRS? > > thanks. > > -- > Alain M. Gaudrault, Reqwireless Inc. > Web: http://www.reqwireless.com/ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ _______________________________________________ > 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/ -- ============================================================== Graeme Brough graeme.brough(a)sun.com Internal: x(70) 73428 Worldwide: +44 (0)1506 673428 Sun Remote Support Centre Application Development Linlithgow, UK ============================================================== ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ 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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RE: [otrs] sort order of the QueueView
by Jack Doyle 29 Mar '05

29 Mar '05

The age is the amount of time since the ticket was created. Is that not what you want? Also, it sorts based on priority, then age. There may be more to it that I'm not aware of. However, the age seems to me to be the amount of time since the created date/time. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: amg-1 [mailto:amg-1@reqwireless.com] Sent: Monday, March 28, 2005 10:47 AM To: otrs(a)otrs.org Subject: [otrs] sort order of the QueueView When I view My Queues, the order of the messages shown is the "Age" of the ticket. I'd like to change the sort order to be the message arrival time, not the time of the creation of the ticket's very first message (which is what I understand to be the "Age" of the ticket). I've looked through the mailing list archive, and searched the Defaults.pm file, but no success. Is the sort order I'm suggesting possible w/ OTRS? thanks. -- Alain M. Gaudrault, Reqwireless Inc. Web: http://www.reqwireless.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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(no subject)
by Philippe Roth 29 Mar '05

29 Mar '05

Dear All, We posted a question about the possibility for customers to access only one queue when connected under customer.pl. The solution you sent us realy worked, but we have a question... Now, a customer can access only to one queue and post a request only in that queue. But if a customer sent requests before and these requests have been resolved in other sub queues of the system, then the customer can't see his old requests. If we move his old requests under the only queue that customers can access, then he can see his old request. Question: Is there a way to make a customer the possibility to create a ticket only in one queue and have the possibility to see all the tickets he created and have been resolved in all the different queues? Many thanks in advance and have a nice day, Philippe Roth

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auto-locking tickets
by Tom Simpson 29 Mar '05

29 Mar '05

Hi Is it possible to stop tickets being automatically locked? Eg. If the owner is changed etc. ? TIA. Tom -- Solution Expertise Centre Sun Microsystems (UK)

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sort order of the QueueView
by amg-1 28 Mar '05

28 Mar '05

When I view My Queues, the order of the messages shown is the "Age" of the ticket. I'd like to change the sort order to be the message arrival time, not the time of the creation of the ticket's very first message (which is what I understand to be the "Age" of the ticket). I've looked through the mailing list archive, and searched the Defaults.pm file, but no success. Is the sort order I'm suggesting possible w/ OTRS? thanks. -- Alain M. Gaudrault, Reqwireless Inc. Web: http://www.reqwireless.com/

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RE: [otrs] Issue with autoreply on new ticket
by Jack Doyle 28 Mar '05

28 Mar '05

If you have command-line access to the server, I'd look at the mail log and see if it got processed. Other than that, not much I can do to help you. I'm no expert. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc

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Re: Non-translated symbols in field "Subject"
by Dmitry Kambur 28 Mar '05

28 Mar '05

>When I create e-mail ticket in OTRS or receive autoanswer that I see in >a field "Subject" instead of russian (cyrillic) >letters strange symbols in my e-mail program (Mozilla TB and The Bat!) . >For example: >Subject: Ð¿ÑÐ¾Ð²ÐµÑÐºÐ° >This is word: "ÐÒÏ×ÅÒËÁ" (test) > >What can recommend? > > > I have compared headings from OTRS and headings from my mail server ( I have sent the letter to myself). Here they: 1. From OTRS: Subject: [2005032810000012] RE: яяп╬я subj. п╡ utf-8 ( [...] 2. From me: Subject: =?UTF-8?B?0Y3RgtC+0YIgc3Viai4g0LIgdXRmLTggKHRoaXMgc3Viai4gaW4gdXQ=?= =?UTF-8?B?Zi04KQ==?= In the second variant the Subj line is coded correctly and obviously specified the codepage (?UTF-8?). Why it does not work in OTRS? -- Dmitry Kambur

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Issue with autoreply on new ticket
by Rasmus Anderssén 26 Mar '05

26 Mar '05

I'm running a setup of OTRS 1.3.2, which is generally working as supposed to, but there's one issue which prohibits it from being rolled out as a production system for the helpdesk I operate. All new tickets to the two queues get processed (tickets created) and I get a notification about new tickets, but the clients don't get their autoresponses. The log indicates that they are even't processed, despite they should be. The autoresponders have been assigned to the appropriate queues, but no cigar. What could be wrong? Or could this be a bug? Thanks in advance for any hints or solutions! Rasbelin

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Ticket categories?
by brian_anon 25 Mar '05

25 Mar '05

Is it possible to create ticket categories for each ticket for reporting purposes?

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OTRS Question
by Marcus Sattler 25 Mar '05

25 Mar '05

Hey there, I'm running OTRS currently, and have looked at the Config.pm file, I'm trying to figure out the best way to log everything outside of messages. Right now I am having trouble at times getting true server info from messages due to all the ticket logging. What is the best way to approach it? I figured before screwing it up myself, I would ask for advice. Thanks! -Marcus

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Need Ticket ID
by William Marques 23 Mar '05

23 Mar '05

Hi List, I tring to make some customizations to the OTRS , buta after some changes, I receive a error message from the customer web interface: ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Tue Mar 22 18:53:51 2005 Message: Need TicketID! Traceback (26606): Module: Kernel::System::Ticket::ArticleCreate (v1.19.2.1) Line: 83 Module: Kernel::Modules::CustomerMessage::Run (v1.35.2.2) Line: 334 Module: /srv/www/default/html/otrs/bin/cgi-bin/customer.pl (v1.31) Line: 636 The Apache LOGS: [Tue Mar 22 19:13:20 2005] [error] [client 192.168.1.254] , referer: http://192.168.1.35/otrs/customer.pl?Action=CustomerMessage [Tue Mar 22 19:13:20 2005] [error] [client 192.168.1.254] Message: Need TicketID!, referer: http://192.168.1.35/otrs/customer.pl?Action=CustomerMessage [Tue Mar 22 19:13:20 2005] [error] [client 192.168.1.254] , referer: http://192.168.1.35/otrs/customer.pl?Action=CustomerMessage [Tue Mar 22 19:13:20 2005] [error] [client 192.168.1.254] Traceback (27348): , referer: http://192.168.1.35/otrs/customer.pl?Action=CustomerMessage I just change the auto-reply, make my own responses, add some queues... I made it 3 times, (from zero, creating a new database) and it seems it's a problem with the database, for some strange reason it apperas to be corrupted.. I use PostgreSQL, version 7.4.2, and I have other databases setted up in this SGBD without any problem. Does anybody has a clue for this? In the bugzilla there's no bug report for this. The OTRS version is 1.3.2 Hope someone can Help me I choose OTRS to be my first choice to offer to my clients, when they need a helpdesk system.... Best Regards, William Marques

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RE: [otrs] Error: Log.pm line 80
by Dan Paulin 23 Mar '05

23 Mar '05

Try running the CleanUp.pl file after starting all services pertaining to OTRS: Opt/otrs/bin/CleanUp.pl It's suggested that this file be run prior to changing any log caching size and although you haven't made an adjustment in the Config.pm, I've found its rather helpful in eliminating such an error in past experiences. It's a shot in the dark, but worth a try. Regards, Dan P. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of s taylor Sent: Wednesday, March 23, 2005 3:21 PM To: otrs(a)otrs.org Subject: [otrs] Error: Log.pm line 80 Hello. I just installed the software on a Unix FreeBSD; Perl 5.8.6; MySQL 4.0.18; Apache 1.3.33 system. I haven't added any other options from Defaults.pm, yet, except as it pertains to the following: After otrs/bin/cgi-bin/index.pl, I obtained the 'Software Error: Invalid argument at /usr/home/foo/public_html/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 80.'. I looked at other mailing list entries but haven't found the cause. Therefore, I ran the Perl Debug and it shows Line 80 in Log.pm as: $Self->{Key} = shmget($Self->{IPCKey}, $Self->{IPCSize}, 0777 | 0001000) || die $!; I also looked at the following lines from that file: $Self->{IPCKey} = "444423".$Param{ConfigObject}->Get('SystemID'); $Self->{IPCSize} = $Param{ConfigObject}->Get('LogSystemCacheSize') || 4*1024; and then I looked in Config.pm and saw that there is no reference to 'LogSystemCacheSize'. I did see a reference to it in Defaults.pm. I then added it to the Config.pm file and the error was still there. I also see that the otrs.log has not been created via the script. I have the relative location as '/var/log/otrs.log'. Is there something else I need to do e.g. reboot, etc.? Is this 'log.pm line 80', as numbered by the debugger, really the problem? Thanks in advance. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Error: Log.pm line 80
by s taylor 23 Mar '05

23 Mar '05

Hello. I just installed the software on a Unix FreeBSD; Perl 5.8.6; MySQL 4.0.18; Apache 1.3.33 system. I haven't added any other options from Defaults.pm, yet, except as it pertains to the following: After otrs/bin/cgi-bin/index.pl, I obtained the 'Software Error: Invalid argument at /usr/home/foo/public_html/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 80.'. I looked at other mailing list entries but haven't found the cause. Therefore, I ran the Perl Debug and it shows Line 80 in Log.pm as: $Self->{Key} = shmget($Self->{IPCKey}, $Self->{IPCSize}, 0777 | 0001000) || die $!; I also looked at the following lines from that file: $Self->{IPCKey} = "444423".$Param{ConfigObject}->Get('SystemID'); $Self->{IPCSize} = $Param{ConfigObject}->Get('LogSystemCacheSize') || 4*1024; and then I looked in Config.pm and saw that there is no reference to 'LogSystemCacheSize'. I did see a reference to it in Defaults.pm. I then added it to the Config.pm file and the error was still there. I also see that the otrs.log has not been created via the script. I have the relative location as '/var/log/otrs.log'. Is there something else I need to do e.g. reboot, etc.? Is this 'log.pm line 80', as numbered by the debugger, really the problem? Thanks in advance.

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Regular Expressions in PostMaster Filter
by Tauno Hogue 23 Mar '05

23 Mar '05

Hello, I've been trying to get OTRS to set some headers using the PostMaster Filters. It works great except when I try to call up data from a matched header regular expression. Using the notation referenced at the bottom of the PostMaster Filter page I have the following in my postmaster_filter db table: f_name f_type f_key f_value New Orders Set X-OTRS-Queue Orders New Orders Set X-OTRS-TicketKey1 OrderNumber New Orders Set X-OTRS-State closed successful New Orders Set X-OTRS-TicketValue1 [***] New Orders Match Subject Text #(W\d\d\d\d\d\d) New Orders Match To email(a)domain.com It matches incoming emails fine, but it sets X-OTRS-TicketValue1 to '1' not the (string) in the subject like 'W123456'. I tried using $1, and that just sets it to $1. Am I missing something obvious here on how this works? I couldn't find any other references to how this works in the docs or by searching. I've also tried just W(\d\d\d\d\d\d) to match just the numeric portion, and that doesn't work either. Any ideas? Thanks, Tauno -- Tauno Hogue tauno(a)northernmountain.com 707-445-1711 707-445-0781 (Fax)

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Customer panel
by West, Bradley G. 23 Mar '05

23 Mar '05

Philippe, Most if not all of the display properties of the OTRS system may be modified by editing the various dtl files in the /opt/otrs/Kernel/Output/HTML/<Style>/ directory. For example we remarked out the Company Tickets lines in the CustomerNavigationBar.dtl file as we didn't use that functionality. Enjoy :-) Brad West Network/Systems Engineer Spang & Company

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Customer panel
by Philippe Roth 23 Mar '05

23 Mar '05

Dear all, Could anyone tell me how it is possible to modify the Customer panel? We would like to add our own Logo and change the look. We also would like to deactivate the option to change the customer's password. How could we do that? Many thanks in advance and have a nice day, PHRoth - Switzerland

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Non-translated symbols in field "Subject"
by Dmitry Kambur 23 Mar '05

23 Mar '05

When I create e-mail ticket in OTRS or receive autoanswer that I see in a field "Subject" instead of russian (cyrillic) letters strange symbols in my e-mail program (Mozilla TB and The Bat!) . For example: Subject: п©яп╬п╡п╣яп╨п╟ This is word: "проверка" (test) What can recommend? -- Dmitry Kambur TeNeT ISP System Department E-mail: tracer(a)Te.NeT.UA

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Getting rid of New message alert
by Tom Simpson 22 Mar '05

22 Mar '05

Sorry, yet another question... Is there anyway, short of creating an empty note, to get rid of the "New message" alert? Here's the scenario... 1/. Agent 1 moves ticket to Agent 2. 2/. Agent 2 gets "New message" alert in his Queueview/TicketView 3/. Agent 2 reads new message, but will action it tomorrow. 4/. "New message" alert doesn't disappear! The only solution we've found so far is to put an empty note in the ticket, but surely there must be a proper way? Ta. Tom -- Solution Expertise Centre Sun Microsystems (UK)

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FAQ output
by Paulo Pinto 22 Mar '05

22 Mar '05

Hello all. I'm trying to use the faq system on a public webpage, but the "formatting" is not what I want. For instance, on the "main" faq listing, each line is like: "[pt/Serviço Something] Como configuro o Email no meu sistema? (modified 16.03.2005 16:34:38)" and I want it to be like: "Como configuro o Email no meu sistema?" Can't seem to find on the dtl files any means of removing the unwanted text ... is it possible ? Yet another thing: is it possible to use different templates for the agent and for the "public" access ? I'd like to use the "standard" template for agent use but a different one for the "public faq". Possible ? If so, how ? Best regards (and congrats to the devel team for such an excelent piece of software !), -- Paulo Pinto Nortenet/Interacesso paulo.pinto(a)interacesso.pt +351 96 9830611

1 1

date format
by Tom Simpson 22 Mar '05

22 Mar '05

Hi, Is there a way to change the date format to English (DD/MM/YYYY) rather than American (MM/DD/YYYY) ?? Ta. Tom

3 2

advanced search
by Tom Simpson 22 Mar '05

22 Mar '05

Hi Does anyone know if it's possible to exclude something from a search. For example, suppose I want to search for all tickets that have not been sent from "example.com". Can I do something like :- From: ! { @example.com } Ta. Tom

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Dev status - is it dead ?
by Mathieu CHATEAU 20 Mar '05

20 Mar '05

hello all, i am using otrs for some times now. Since 1.3.2, i don't see any new thing from otrs... is the project dead ? i don't see any new great version under developpement on cvs... I really hope i am wrong !! Mathieu CHATEAU

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RE: [otrs] Default search settings
by Jack Doyle 18 Mar '05

18 Mar '05

good question. I'll also be interested in that answer. By the way, are there any advantages to using the InnoDB tables with a smaller database? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Are Hoel [mailto:are.hoel@telio.no] Sent: Friday, March 18, 2005 5:16 AM To: otrs(a)otrs.org Subject: [otrs] Default search settings Hi We have reached a large amount of tickets and articles in our system. This makes free text searches slow and demanding. Our first step to limit the problem was to change all tables from MyISAM to InnoDB. This removes the locking issue presented by 30 second long searches. Now we want to make searching for tickets an easier job on the system. We are looking into different methods to do this and have come to the conclusion that limiting the timeframe for searches must be the way to go. The big issue here is setting a limit of e.g. 2 months as a "default" for all searches. It should be as simple as setting the default form values. Is there a way to do this? Best regards Are Hoel _______________________________________________ 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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Default search settings
by Are Hoel 18 Mar '05

18 Mar '05

Hi We have reached a large amount of tickets and articles in our system. This makes free text searches slow and demanding. Our first step to limit the problem was to change all tables from MyISAM to InnoDB. This removes the locking issue presented by 30 second long searches. Now we want to make searching for tickets an easier job on the system. We are looking into different methods to do this and have come to the conclusion that limiting the timeframe for searches must be the way to go. The big issue here is setting a limit of e.g. 2 months as a "default" for all searches. It should be as simple as setting the default form values. Is there a way to do this? Best regards Are Hoel

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What is different between shared hosting install w/ SSH vs root access install?
by s taylor 17 Mar '05

17 Mar '05

Hello. What is different between shared hosting installation with SSH access vs root access install? Changing owner and groups can be accomplished from those who have root access, but user's account cannot be added to webserver group. Also, is it necessary to have the webhost modify the server's httpd.conf as outlined in the webserver installation instructions? Thanks in advance.

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RPMS for SLES
by Hans du Plooy 17 Mar '05

17 Mar '05

Hi guys, I was just wondering where I could get OTRS rpms for SLES9. The OTRS ftp site only has up to 9.1 desktop version, and the srpms are also for the same version. Thank you -- Kind regards Hans du Plooy SagacIT (Pty) Ltd hansdp at sagacit dot com

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