- otrs - OTRS mailing lists

Change incoming Folder
by Christophe Zwecker 17 Mar '05

17 Mar '05

Hi, I wanted to change the Postmaster folders name to something like Incoming (Eingang in german) but then new mailtickets goto raw, can I change it to goto the incoming folder ? thx best regards 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"

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OTRS logs
by Philippe Roth 17 Mar '05

17 Mar '05

Hello All, I have some questions about OTRS logs: - We made a fresh installation of our OTRS and the recurent following message in OTRS logs: "notice OTRS-PM3-10 Can't find notification for Agent::NewTicket and fr, try it again with en!" What does this message means? - We also have this message: " error OTRS-CGI-10 Need ID or Name!" Does it means that someone tryied to connect and couldn't? - Also, how is it possible to have more messages shown in the system log window under OTRS? Many thanks in advance for everything and have a nice day, Philippe Roth Switzerland

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Forbidden You do not have permission to access/ otrs/index.pl on this server
by Paulo Pinto 17 Mar '05

17 Mar '05

Hello. chmod 755 /your/otrs/homedir i.e., if you've installed OTRS on /opt/otrs: chmod 755 /opt/otrs Should do the trick. Best regards, -- Paulo Pinto Nortenet/Interacesso paulo.pinto(a)interacesso.pt +351 96 9830611

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Access to 1 Queue by Customer
by iMRAN 15 Mar '05

15 Mar '05

Hi friends, How can i restrict on cumtomer ticket panel to show only one queue. I've created a queue e.g. NOC and in noc thr r 3 super users, when a customer logs on and create a ticket it only show NOC queue and after the client submits ticket, one of the super user will check the ticket and assign to a group. only super users can assign, change or modify tickets and users can only view and reply tickets after completing. thankyou all, Ronny

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Notifications not being sent
by Ronny 14 Mar '05

14 Mar '05

otrs-request(a)otrs.org wrote: >Send otrs mailing list submissions to > otrs(a)otrs.org > >To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs >or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > >You can reach the person managing the list at > otrs-owner(a)otrs.org > >When replying, please edit your Subject line so it is more specific >than "Re: Contents of otrs digest..." > > >Today's Topics: > > 1. Re: notifications not being sent (Victor Rodriguez Cortes > 2. Re: customer authentication with hashed passwords > (Victor Rodriguez Cortes) > > >---------------------------------------------------------------------- > >Message: 1 >Date: Mon, 14 Mar 2005 09:11:39 +0100 >From: "Victor Rodriguez Cortes" <victor.rodriguez(a)valmesa.es> >Subject: Re: [otrs] notifications not being sent >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: <4235554B.29989.EBE9DC2@localhost> >Content-Type: text/plain; charset=ISO-8859-1 > > Hello, > > How are you sending mails? Maybe they are stuck on your mail server or on >the local sendmail queue -> http://doc.otrs.org/1.3/en/html/sending-email.html > > Or maybe they are not even sent! Umm... take a look at the OTRS log >(syslog by default). And set up cron jobs! -> >http://doc.otrs.org/1.3/en/html/cronjob.html > > Bye! > > >On 11 Mar 2005 at 15:41, Dave Cramer wrote: > > > >>Hi, >> >>I've set up notifications but they aren't being sent. Can someone point >>me to where to look to debug ? >> >> >>Besides enabling them in the queues seems you have to do the particular Agent and customer .try that if you haven't >> Ronny >>I've enabled them for my queue already. >> >>Dave >> >>-- >>Dave Cramer >>http://www.postgresintl.com >>519 939 0336 >>ICQ#14675561 >> >>_______________________________________________ >>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 fu"r Ihr OTRS System? >>=> http://www.otrs.de/ >> >> >> > > > > >--- >Victor R. Rodriguez >Departamento de Sistemas >Valoraciones del Mediterraneo, S.A. >--- > > >------------------------------ > >Message: 2 >Date: Mon, 14 Mar 2005 09:11:40 +0100 >From: "Victor Rodriguez Cortes" <victor.rodriguez(a)valmesa.es> >Subject: Re: [otrs] customer authentication with hashed passwords >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: <4235554C.1271.EBEA2A4@localhost> >Content-Type: text/plain; charset=US-ASCII > > Hi! > > Thinking it as I write: you should look for a function that converts the password >you receive via the web interface to the hash type used by SQLServer (I don't know >which one is, maybe Sir Google helps you ;). Then you should be able to check the >password with SQLServer, and allow access if it's correct. A new auth module for >OTRS may be needed, so that it can connect to SQLServer. > > Bye! > > > >On 12 Mar 2005 at 19:52, C D Patrick McEvoy wrote: > > > >>Hello all, >> >>I'm keen to set up customer authentication with our external MS SQL Server >>db. I only problem is that we hash our customer passwords. I'm sure there >>will be a way around this, or perhaps someone has already done it. >> >>If anyone has any pointers they would be very welcome. >> >>Also since this my first post I would like to thank everyone that has had >>something to do with OTRS. It is a great piece of software and I would >>highly recommend it. >> >>--- >>Kind regards, >>C D Patrick McEvoy >> >>ViaVillas Limited >>Managing Director >>patrick(a)viavillas.com >> >> >> > > > >--- >Victor R. Rodriguez >Departamento de Sistemas >Valoraciones del Mediterraneo, S.A. >--- > > >------------------------------ > >_______________________________________________ >otrs mailing list >otrs(a)otrs.org >http://lists.otrs.org/cgi-bin/listinfo/otrs > > >End of otrs Digest, Vol 20, Issue 17 >************************************ > > > -- *************************************************************************** / ''We can't become what we need to be by remaining what we are''\ \ ,, ,,/ ***************************************************************************

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customer authentication with hashed passwords
by C D Patrick McEvoy 14 Mar '05

14 Mar '05

Hello all, I'm keen to set up customer authentication with our external MS SQL Server db. I only problem is that we hash our customer passwords. I'm sure there will be a way around this, or perhaps someone has already done it. If anyone has any pointers they would be very welcome. Also since this my first post I would like to thank everyone that has had something to do with OTRS. It is a great piece of software and I would highly recommend it. --- Kind regards, C D Patrick McEvoy ViaVillas Limited Managing Director patrick(a)viavillas.com

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notifications not being sent
by Dave Cramer 14 Mar '05

14 Mar '05

Hi, I've set up notifications but they aren't being sent. Can someone point me to where to look to debug ? I've enabled them for my queue already. Dave -- Dave Cramer http://www.postgresintl.com 519 939 0336 ICQ#14675561

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not closing tickets in specified queue
by Jan Mariën 10 Mar '05

10 Mar '05

Hi, I have a small question. We have several queues, all about specific problems. But there is also a general queue, called "Inbox". Normally tickets arrive from a webform which sets the headers to put it directly in the right queue. But people can also mail our helpdesk and those are arriving in the "inbox" queue. What we want is that tickets in the "inbox" queue can't be closed, first the ticket must be put in another queue. Operators can view the tickets in the "inbox" and decide in which queue they should be placed. They can not close the ticket without changing the queue. Is there some way to do this? Greetings, Jan M

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ticketing system requirements...
by Joe Carvalho 10 Mar '05

10 Mar '05

Hi, I've been tasked to find a trouble-ticketing system that meets the following requirements. I've been an otrs user for a couple of months, but I'd like the list's consensus if otrs is capable of these requirements: Ticketing System High Level Requirements: Ability to track each case independently with any unique identification tag (Ticket #) Ability to track case history and resolutions within a single ticket Ability to easily customize required and optional data fields during ticket submission Ability to easily customize required and optional data fields during ticket submission Ability to assign tickets to groups or individuals Ability to track status and assignment changes for a ticket. Ability to track time associated with work on a specific ticket, support areas, team or individual Ability to reuse resolution for other tickets and/or utilize as FAQs for agents or publicly available for clients (Self-help) Ability to accept auto input data feeds from a 3rd party source. Ability to output auto output data feeds in a variety of formats: Data file, email, etc Must be web enabled Tnx, --dio

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add a telefone ticket without customer
by Christophe Zwecker 10 Mar '05

10 Mar '05

Hi, I want to add a phone ticket but I dont want to setup a user for each of the people that work here, like 80 of em. When they ring us, I dont want to be forced to have an installed user and/or put an emailadress, most users dont want to be notified by email, calling them is what many want. can this be done, to put a new phone ticket with out first installing customer users ? best regards, 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"

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Forbidden You do not have permission to access/ otrs/index.pl on this server
by Michael Belz 10 Mar '05

10 Mar '05

Help Please! I have gone through the exact steps per the online Doc. I have FreeBsd 5 Perl5, CPAN modules good to go with checkmoudules just fine. Perl -cw is okay. I just cannot view the index.pl file forbidden. I have changed the opt/otrs directory permissions to just about everything and have also ran ./SetPermissions.sh otrs apache otrs apache. I have logged in as root, sudo and otrs, ever created a windows account otrs. What permissions need to be set in order to access these directories. Thanks.

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cant see closed tickets
by Christophe Zwecker 09 Mar '05

09 Mar '05

hi, when a ticket is closed it seems to disapear, but me and my collegues need to see all old tickets too. how can I setup this? thx alot for any hints. 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"

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Date checksum
by Jack Doyle 08 Mar '05

08 Mar '05

What is the algorithm for calculating the date checksum? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

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FAQ.pl
by Jack Doyle 08 Mar '05

08 Mar '05

When I look at an faq through the faq.pl interface, I get a modified date on the faq that is the date/tiem that the faq was created, not modified. i.e. it has three dates on the faq history. Created and two times it was updated. On faq.pl, when viewing the article, it shows the created date where it should show the modified date.

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OTRS https
by Philippe Roth 08 Mar '05

08 Mar '05

Dear All, First, thank you all for the answers you sent to my questions. Everything is not set for the moment and maybe I will continue my last questions... But now, I have a configuration problem. I would like to make OTRS accessible under https (it's under Linux)... I did certificates and if I type https://otrsservername, I can connect and all is under https (certificate). But if I type http://otrsservername, I can also connect, but without certificate. How could I make a redirection when I type http to https? Is it under httpd or under OTRS? Which file(s) Many thanks in advance and have a nice day, Philippe Roth, Switzerland

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Re: OTRS https
by Philippe Roth 08 Mar '05

08 Mar '05

Dear All, Thank you for your reply. I found a solution with a config file under /etc/httpd/conf.d/ The file is otrs.conf and in this file, the line RewriteRule ^.*$ https://%{SERVER_NAME}%{REQUEST_URI} [R] Made the changes. Have a nice day, Philippe Roth

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local address check
by Anne-Mie Vandermeeren 08 Mar '05

08 Mar '05

Hi, When using forward or bounce, you're unable to use a local address as destination. This is fine, but why not doing the same check when creating an e-mail ticket? I have agents trying to send a copy to themselves by using the local address as to:-address. This creates a ticket with 2 times the same text. How can I add this "local address check" to the e-mail ticket creation? Anne-Mie

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RE: [otrs] remove closed tickets
by Jack Doyle 07 Mar '05

07 Mar '05

What I do is put all tickets I want to close into a queue (I call it zDiscard). I then have a nightly Generic Agent job that will delete all tickets that are in that queue. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Alex [mailto:alexander.k@spymac.com] Sent: Monday, March 07, 2005 11:11 AM To: otrs(a)otrs.org Subject: [otrs] remove closed tickets Hello otrs, How do I can phisically remove tickets that are closed by generic agent, e.g. spam tickets? -- Best regards, Alex _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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remove closed tickets
by Alex 07 Mar '05

07 Mar '05

Hello otrs, How do I can phisically remove tickets that are closed by generic agent, e.g. spam tickets? -- Best regards, Alex

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"merging" tickets
by m 07 Mar '05

07 Mar '05

Is there a way to merge multiple tickets? I have a bunch of (boneheaded) users that often submit the same item two or three times. Rather than closing/deleting tickets, I would like to "merge" them into the original ticket. Mark Nernberg

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persistent postgresql connection / mod_perl2
by Wiktor Wodecki 07 Mar '05

07 Mar '05

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, has anybody successfully connected otrs to a postgresql database with mod_perl2? I tried with the following line in apache2-perl-startup.pl: use Apache (); use Apache::DBI (); use DBI (); use DBD::Pg (); Apache::DBI->connect_on_init('DBI:Pg:dbname=otrs-1.3.2-01;host=10.0.3.1','user','pass'); However, I get strange errors in my apache errorlog: [Sun Mar 6 20:15:52 2005] -e: Database handle destroyed without explicit disconnect at /usr/lib/perl5/site_perl/5.8.0/Apache/DBI.pm line 146, <DATA> line 225. [Sun Mar 6 20:15:52 2005] -e: Database handle destroyed without explicit disconnect at /usr/lib/perl5/site_perl/5.8.0/Apache/DBI.pm line 146, <DATA> line 225. ... Can anybody tell me what's wrong? AFAIK this shouldn't happen since we already use connect_on_init() and not connect()... - -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) iD8DBQFCK1mb6SNaNRgsl4MRAp1TAJ9+LaQ7zdGlsQ43+HHSFclZ0DKPOQCgvUdR Px9nyxIyhqkq4wSvInoNBt8= =O7CD -----END PGP SIGNATURE-----

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newcomer questions
by Andre Dieball 06 Mar '05

06 Mar '05

Hello Finally I found the time to install otrs on my system. I had a look into it quite a time ago and was fascinated, but now it's even better. Anyway, during the installation some questions came up: - can I setup queues, which are invisible to customers (queues for internal use only) - How can I delete existing queues (is it ok, to just delete them from the database?) - Is there a way to disable new account per default if the customer has registered through customer.pl. i.e. to let someone from internal review the application before it's usable? Thanks a lot in advance Andre

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wrong email parsing
by Alex 06 Mar '05

06 Mar '05

Hello otrs, I receive some times spam email where is no 'To' line. All of these emails are showing incorrect. How is it possible to fix it? -- Best regards, Alex

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RE: [otrs] newbie question
by Jack Doyle 04 Mar '05

04 Mar '05

Pending Close + will close it successfully, - will be an unsuccessful close. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Jude Dowling [mailto:jdowling@domainbank.com] Sent: Friday, March 04, 2005 11:45 AM To: otrs(a)otrs.org Subject: [otrs] newbie question Hello all, Can anyone explain to me what is the difference between the pending close + and the pending close - ? Best Regards, Jude Dowling Systems Administrator Domain Bank, Inc. Ph: 1.610.317.9606 Fax: 1.610.317.9570 Web: http://www.domainbank.com

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Link question
by Scott Moore 04 Mar '05

04 Mar '05

I searched through the archives with no luck so if this has been answered before I apologize: How would I go about adding the Owner link (from the Zoom Ticket view) to the main AgentQueueView? Scott

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Hosted server
by Lew Maggio 04 Mar '05

04 Mar '05

I installed otrs on one of my old computers with the win32 installer package, it seems like a nice setup. I'm wondering if I can set it up on a shared hosted server. I'm looking at iPowerWeb. It supports cronjobs, mysql, perl, php, all kinds of other scripts, has a mail server, etc. I won't have access to a command line, though. The server runs some form of BSD. Here's a more detailed list: http://www.ipowerweb.com/products/webhosting/index.html I've set up php/sql mailing lists managers and databases before, but otrs seems to be a more difficult install than those. Anyone have any thoughts or advice?

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newbie question
by Jude Dowling 04 Mar '05

04 Mar '05

Hello all, Can anyone explain to me what is the difference between the pending close + and the pending close - ? Best Regards, Jude Dowling Systems Administrator Domain Bank, Inc. Ph: 1.610.317.9606 Fax: 1.610.317.9570 Web: http://www.domainbank.com

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External notification on new tiket/followup (SMS, Pager etc)
by James Sleeman 04 Mar '05

04 Mar '05

Hi all, some time ago I asked about a way of having an SMS sent on a new ticket under various circumstances. I solved that particular problem in the end in a very hacky way, by having a generic agent call an extenal script which grabs the ticket article from the database, munges the text a bit (removes most vowels, txtizes words You => U, etc) and sends it through clickatell to my phone. Works fine (even if it is such a kludge), EXCEPT, it doesn't work for followups. More specifically there is no way of triggering a genericagent based on criteria of a followup (age primarily is what I'm concerned with). Surely somebody must have faced this same problem. Here is what I need ideally. New ticket comes in to a certain queue. An hour later if it hasn't been locked my generic agent gets called (this is what I have now, in the kludgy way). New followup comes in to a certain queue. An hour later if the ticket isn't locked (I'll have tickets auto-unlock periodically) my generic agent gets called. Can anybody shed some light on how I might go about this? OTRS is the best (open source) ticket system I've found and it really works very well, just this one area of external notifications to SMS, or Pagers is lacking. -- James Sleeman, Gogo Internet Services Website : http://www.gogo.co.nz/ International PH: +64 21 464 029 Freephone in NZ : 0800 021 029 Free Page (SMS) : http://code.gogo.co.nz/contact/sms.html AIM : gogocode Skype : gogocode If I'm not online in AIM or Skype, please email, I probably forgot to turn them back on after rebooting.

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RE: [otrs] Unlock Timing out
by Jack Doyle 04 Mar '05

04 Mar '05

It's in minutes, not hours. So if you set it to 5, that would be 5 minutes. The reason, I think, for it timing out is so that if you have a ticket locked and you go on vacation or something, it won't sit there waiting till you get back. It will unlock it so that someone else can work it. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Chaden Hite [mailto:chadenhite@gmail.com] Sent: Thursday, March 03, 2005 6:45 PM To: otrs(a)otrs.org Subject: [otrs] Unlock Timing out What is the reason for the Unlock Time out in OTRS? I have created a Queue called Projects and there are 3 subqueues under this. In one of the subqueue's of Projects a person will take posesion of the ticket but then about an hour later if you look in the history root@localhost has unlocked it back to the main Queue. the Unlock timeout is set to 5, I am assuming that if it is not worked on in 5 hours that the system takes over and unlocks the ticket.... is there any reason Not to set it to 0 to default it to no unlock, so that root will not unlock the ticket? if anyone has seen this please let me know thanks _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Tickets not displaying in queview
by Rudi Kramer 04 Mar '05

04 Mar '05

Good Morning Ok, we've narrowed the problem down to Tickets with a ticket_state_id=0 (new)not being displayed in the que or by searching for open tickets. If we use phpmyadmin and change all the ticket_state_id=4 (Open) then the tickets are displayed in the que? We have setup a cronjob which does this but it is only a temporary fix, does anyone know where would start looking for the problem in OTRS? Thanks Rudi

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ticket sharing
by Alex 04 Mar '05

04 Mar '05

Hello otrs, How is possible to share tickets in one query between two and more agents? I want to give access to all correspondences there, so every agent will see all incoming tickets and answers. Thanks in advance. -- Best regards, Alex

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Tickets not displaying in queview
by Rudi Kramer 04 Mar '05

04 Mar '05

Good Morning We had some problems with OTRS 1.3.2 and we decided to roll back to a version which we backed up a few days earlier. We restored the entire folder and also the database, and kept the old information in a different folder. It looked as if everything was working but then today, I can send emails to OTRS, I receive a notfication and I can view the message when I click on the link but when I check the queue view I cannot see any emails. I've checked that I am subsribed to the correct queue and also that I have the correct permissions to view the queue but still no emails in the main queueview window. We tried to re-install OTRS but still with no luck, any ideas? Rudi P.s Is there anyone in South Africa doing commercial support for OTRS?

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Freature request
by Hans du Plooy 04 Mar '05

04 Mar '05

Hi guys, I just realised OTRS won't allow me to add two clients with the same e-mail address. One of our clients is an IT solutions company that outsorces their support to us. I would make sense to me to have their support manager's e-mail address for all their clients. Just thought I'd mention it. Great product! -- Kind regards Hans du Plooy Newington Consulting Services hansdp at newingtoncs dot co dot za

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Unlock Timing out
by Chaden Hite 04 Mar '05

04 Mar '05

What is the reason for the Unlock Time out in OTRS? I have created a Queue called Projects and there are 3 subqueues under this. In one of the subqueue's of Projects a person will take posesion of the ticket but then about an hour later if you look in the history root@localhost has unlocked it back to the main Queue. the Unlock timeout is set to 5, I am assuming that if it is not worked on in 5 hours that the system takes over and unlocks the ticket.... is there any reason Not to set it to 0 to default it to no unlock, so that root will not unlock the ticket? if anyone has seen this please let me know thanks

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custom forward in GenericAgent.pm
by Jeff Griffiths 04 Mar '05

04 Mar '05

I want to have GenericAgent somehow automatically blind-forward new tickets in a specific queue to a mailing list. My intial temptation was just to run a CMD in GA which would then query MySQL and format the email, but this seems kludgy. Is there some nicer way to do this in OTRS using a module call? cheers, JeffG

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Maybe a bug...
by Jack Doyle 03 Mar '05

03 Mar '05

I'm doing a ticket search and I get 672 results (17 pages of results with 40 results/page). I basically get the page links for pages 1-15 followed by the >> and >| links. However, clicking the >> link takes me to results 640-672 (the last of the results) but page 16 is the one bolded, which it should be since I used the >>, but it should be showing me results 601-640, which it does if I click on the 16. Does this make sense? If I click the >> it takes me to the END of the results, but still "highlights" the first page in the second set of pages. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

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Re: [otrs] Timed unlocking of tickets on OTRS 1.3.2
by Al Al 03 Mar '05

03 Mar '05

Victor, Thanks for your reply. You sent me on the right track. The problem was that the "unlock" cron job was running hourly, yet the queue's unlock timeout was sub-hourly. I set the unlock cron job to run every minute, and that solved the problem. To the developers/packagers - Maybe to get rid of this confusion, the unlock cron job should run each minute by default, or the unlock timeout should not have sub-hourly granularity? Thanks again, Al Amin Khaef ----- Original Message ----- From: victor.rodriguez(a)valmesa.es To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Subject: Re: [otrs] Timed unlocking of tickets on OTRS 1.3.2 Date: Tue, 01 Mar 2005 09:10:35 +0100 > > Hi! > > I not sure, as I haven't done it yet, but maybe you have to setup > the cron jobs > related to this actions. Take a look at > http://doc.otrs.org/1.3/en/html/cronjob.html > > Bye! > > > > On 28 Feb 2005 at 15:58, Al Al wrote: > > > > > Hello, > > > > Are there any gotchas to using the per-queue ticket lock timeouts on > > OTRS 1.3.2? I try setting the value, but tickets simply aren't being > > automatically unlocked. Am I missing something? > > > > Thanks, > > Al > > -- ___________________________________________________________ > > Sign-up for Ads Free at Mail.com > > http://promo.mail.com/adsfreejump.htm > > > > --- > 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/ -- ___________________________________________________________ Sign-up for Ads Free at Mail.com http://promo.mail.com/adsfreejump.htm

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RE: [otrs] Where are the emails stored?
by Jack Doyle 03 Mar '05

03 Mar '05

They are stored in the database as articles on the ticket. If I understand right, the email comes in, and an article is created. The email itself isn't saved, I don't think. But the content of the email becomes the article. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Rudi Kramer [mailto:rudi.kramer@gmail.com] Sent: Wednesday, March 02, 2005 2:21 AM To: otrs(a)otrs.org Subject: [otrs] Where are the emails stored? Good Morning My apologies if this question has already been asked and answered but where exactly does OTRS store it's emails on a linux fedora server? Thanks Rudi

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Queue blinking
by Scott Moore 03 Mar '05

03 Mar '05

Does anyone out there know how to disable the blinking feature for the queue links? I¹m pretty sure it¹s somewhere in Agent.pm but I just can¹t figure it out... Help would be VERY appreciated! Scott Moore

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Format of email messages and external mailbox (again)
by David Hoskin 02 Mar '05

02 Mar '05

How can the outgoing email be reformatted to place the response ABOVE the original message? And again, anyone know how to "pre-populate" the bcc field for sending to an external mailbox? David Hoskin

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auto-login (passing params on the command line)
by m 02 Mar '05

02 Mar '05

I'm building a portal for our staff. I want to include a menu item which will drop the staff member directly into the OTRS system. So, cutting straight to the point, can I somehow pass a username/password combination in the URL so that OTRS will accept it and log the user into the system? ie: "CLICK HERE TO ENTER THE TICKET SYSTEM" (as a clickable link), which links to: http://my.otrs.system/index.pl?username=someuser&password=something Not being an expert in HTML/web stuff (I'm a network engineer), I'm kind of lost here. Any help would be most appreciated. As an aside: OTRS has saved my a**! Mark Nernberg

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RE: [otrs] Format of email messages and external mailbox (again)
by Jack Doyle 02 Mar '05

02 Mar '05

I see. Are you running anything besides OTRS on that box? If not, you can usually set postfix or sendmail or whatever to automatically BCC all outgoing mail automatically. I would consider the "archive" to be the existance of the articles in my otrs database. I'm not sure how to do what you are asking, though. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: David Hoskin [mailto:dhoskin@ebia.com] Sent: Wednesday, March 02, 2005 3:32 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Format of email messages and external mailbox (again) Trying to get all responses to go into an "archive" mailbox, which is how the present customer service is handled now. Trying to ease migration fears, and to keep a "backup" process. David Hoskin On Mar 2, 2005, at 12:20 PM, Jack Doyle wrote: > Why are you sending to a bcc on every message? just curious. > > ----- > Jack Doyle, Network+ > Systems Operations Specialist > Lewis-Gale Clinic Information Systems > > -----Original Message----- > From: David Hoskin [mailto:dhoskin@ebia.com] > Sent: Wednesday, March 02, 2005 3:19 PM > To: User questions and discussions about OTRS. > Subject: [otrs] Format of email messages and external mailbox (again) > > > How can the outgoing email be reformatted to place the response ABOVE > the original message? > > And again, anyone know how to "pre-populate" the bcc field for sending > to an external mailbox? > > David Hoskin > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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RE: [otrs] Queue blinking
by West, Bradley G. 02 Mar '05

02 Mar '05

You should be able to edit most of the presentation layer by editing the dtl files in the /opt/otrs/Kernel/Output/HTML/<Standard or Lite>/ For example I disabled the Company Tickets link in the Customer view by editing the /opt/otrs/Kernel/Output/HTML/Standard/CustomerNavigationBar.dtl I hope this leads you down the right path. Bradley G. West Network/Systems Engineer Spang & Company -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: Wednesday, March 02, 2005 3:43 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Queue blinking Not sure, but it might be in the Standard template. It might be a style defined there. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Scott Moore [mailto:scott.moore@northpoint.org] Sent: Wednesday, March 02, 2005 3:41 PM To: otrs(a)otrs.org Subject: [otrs] Queue blinking Does anyone out there know how to disable the blinking feature for the queue links? I'm pretty sure it's somewhere in Agent.pm but I just can't figure it out... Help would be VERY appreciated! Scott Moore _______________________________________________ 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] Queue blinking
by Jack Doyle 02 Mar '05

02 Mar '05

Not sure, but it might be in the Standard template. It might be a style defined there. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Scott Moore [mailto:scott.moore@northpoint.org] Sent: Wednesday, March 02, 2005 3:41 PM To: otrs(a)otrs.org Subject: [otrs] Queue blinking Does anyone out there know how to disable the blinking feature for the queue links? I'm pretty sure it's somewhere in Agent.pm but I just can't figure it out... Help would be VERY appreciated! Scott Moore

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RE: [otrs] Format of email messages and external mailbox (again)
by Jack Doyle 02 Mar '05

02 Mar '05

Why are you sending to a bcc on every message? just curious. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: David Hoskin [mailto:dhoskin@ebia.com] Sent: Wednesday, March 02, 2005 3:19 PM To: User questions and discussions about OTRS. Subject: [otrs] Format of email messages and external mailbox (again) How can the outgoing email be reformatted to place the response ABOVE the original message? And again, anyone know how to "pre-populate" the bcc field for sending to an external mailbox? David Hoskin _______________________________________________ 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] auto-login (passing params on the command line)
by Jack Doyle 02 Mar '05

02 Mar '05

I'd be interested, too. Not for passing a password, but a username in my case would be nice. Even on the Customer interface if possible. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: m [mailto:m@telerama.com] Sent: Wednesday, March 02, 2005 1:51 PM To: User questions and discussions about OTRS. Subject: [otrs] auto-login (passing params on the command line) I'm building a portal for our staff. I want to include a menu item which will drop the staff member directly into the OTRS system. So, cutting straight to the point, can I somehow pass a username/password combination in the URL so that OTRS will accept it and log the user into the system? ie: "CLICK HERE TO ENTER THE TICKET SYSTEM" (as a clickable link), which links to: http://my.otrs.system/index.pl?username=someuser&password=something Not being an expert in HTML/web stuff (I'm a network engineer), I'm kind of lost here. Any help would be most appreciated. As an aside: OTRS has saved my a**! Mark Nernberg _______________________________________________ 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] Timed unlocking of tickets on OTRS 1.3.2
by Jack Doyle 02 Mar '05

02 Mar '05

Be sure to look over that carefully. On my system, if I change the schedule of a cronjob, or set any others to run as otrs, and then use rcotrs restart, it will remove excess jobs and revert schedules to the way they were originally. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Al Al [mailto:al_al_al@mail.com] Sent: Tuesday, March 01, 2005 10:03 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Timed unlocking of tickets on OTRS 1.3.2 Victor, Thanks for your reply. You sent me on the right track. The problem was that the "unlock" cron job was running hourly, yet the queue's unlock timeout was sub-hourly. I set the unlock cron job to run every minute, and that solved the problem. To the developers/packagers - Maybe to get rid of this confusion, the unlock cron job should run each minute by default, or the unlock timeout should not have sub-hourly granularity? Thanks again, Al Amin Khaef ----- Original Message ----- From: victor.rodriguez(a)valmesa.es To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Subject: Re: [otrs] Timed unlocking of tickets on OTRS 1.3.2 Date: Tue, 01 Mar 2005 09:10:35 +0100 > > Hi! > > I not sure, as I haven't done it yet, but maybe you have to setup > the cron jobs > related to this actions. Take a look at > http://doc.otrs.org/1.3/en/html/cronjob.html > > Bye! > > > > On 28 Feb 2005 at 15:58, Al Al wrote: > > > > > Hello, > > > > Are there any gotchas to using the per-queue ticket lock timeouts on > > OTRS 1.3.2? I try setting the value, but tickets simply aren't > > being automatically unlocked. Am I missing something? > > > > Thanks, > > Al > > -- ___________________________________________________________ > > Sign-up for Ads Free at Mail.com > > http://promo.mail.com/adsfreejump.htm > > > > --- > 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/ -- ___________________________________________________________ Sign-up for Ads Free at Mail.com http://promo.mail.com/adsfreejump.htm _______________________________________________ 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] replying to tickets without using webinterface
by Jack Doyle 02 Mar '05

02 Mar '05

I had an agent doing that. Doesn't work. Their reply to the notification creates a new ticket. It is just that, a notification. To work with it, they need to log into the interface. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Dan Mahoney, System Admin [mailto:danm@prime.gushi.org] Sent: Tuesday, March 01, 2005 4:38 PM To: otrs(a)otrs.org Subject: [otrs] replying to tickets without using webinterface Hey all, Is OTRS supposed to have the functionality such that one can have agents reply to tickets via email without ever having to log into the web interface? Or is the system ONLY intended to be answered via the web? I'd ideally like it if OTRS could possibly just take my response to a notification, optionally strip the >> quoted reply, possibly strip a signature, and use it, that way agents could answer email from mobile devices. Is this possible? -Dan Mahoney -- "SOY BOMB!" -The Chest of the nameless streaker of the 1998 Grammy Awards' Bob Dylan Performance. --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org --------------------------- _______________________________________________ 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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Doubts in CustomerGroupSupport
by Francisco Henriques 02 Mar '05

02 Mar '05

Dear Sirs, I´m just giving the first steps in OTRS. When i was configuring user client group, the OTRS give me this message: >Sorry, feature not activ! > >CustomerGroupSupport needs to be activ in Kernel/Config.pm, read more about this feature in the documentation. Take care! I don´t understand why this feature is not active? Is there some kind of implications in a low level system? Best regards, Francisco Henriques

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Where are the emails stored?
by Rudi Kramer 02 Mar '05

02 Mar '05

Good Morning My apologies if this question has already been asked and answered but where exactly does OTRS store it's emails on a linux fedora server? Thanks Rudi

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Use ldap and local users
by Philippe Roth 02 Mar '05

02 Mar '05

Dear all, We would like to know if there is a way to use ldap and local users under OTRS? Our problem, our OTRS is configured to use our LDAP but we also have local users, such generic users, for special use, like sending a SMS to a mobile... Many thanks in advance for some light and have a nice day, PHRoth, Switzerland

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replying to tickets without using webinterface
by Dan Mahoney, System Admin 01 Mar '05

01 Mar '05

Hey all, Is OTRS supposed to have the functionality such that one can have agents reply to tickets via email without ever having to log into the web interface? Or is the system ONLY intended to be answered via the web? I'd ideally like it if OTRS could possibly just take my response to a notification, optionally strip the >> quoted reply, possibly strip a signature, and use it, that way agents could answer email from mobile devices. Is this possible? -Dan Mahoney -- "SOY BOMB!" -The Chest of the nameless streaker of the 1998 Grammy Awards' Bob Dylan Performance. --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org ---------------------------

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Content-Transfer-Encoding and UTF-8 problem
by Czakó Krisztián 01 Mar '05

01 Mar '05

Hello, When I set DefaultCharset to "ISO-8859-2", outgoing e-mails are sent with "Content-Transfer-Encoding: quoted-printable". When I set DefaultCharset to "UTF-8", outgoing e-mails are sent with "Content-Transfer-Encoding: 8bit". Unfortunately, several e-mail clients (Lotus, Outlook*, Mozilla) can't handle this. How can I control the "Content-Transfer-Encoding:" of the outgoing e-mail? The same problem occurs when a customer sends a unicode (utf-8) e-mail. The incoming e-mail has charset=UTF-8 and Content-Transfer-Encoding: quoted-printable, while the autoreply from OTRS is sent with charset=UTF-8 and Content-Transfer-Encoding: 8bit. Is there any solution for this? Regards, Krisztian Czako

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List of Tokens for Notifications
by Stephen Martin 01 Mar '05

01 Mar '05

I'd like to do some customization of the OTRS notifications (specifically, Customer:OwnerChange). Is there a listing somewhere of the valid tokens that can be used in the notification e-mails (i.e., <OTRS_Owner_FirstName>, <OTRS_TICKET_NUMBER>, etc.)? I have looked through the manual, but can find no reference to the valid placeholder tokens beyond the ones in the default notifications and those in the example text shown on the update notifications admin screen. -Stephen

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Re: How to delete mutiuple emails
by Rudi Kramer 01 Mar '05

01 Mar '05

Good Afternoon I have a major problem which I need some help with, the scenario is as follows: Our main customer mailbox sits on a m$ exchange server, we pop the email from the exchange server to OTRS version 1.3.2. There was a problem with the exchange server and it lost 3 day's worth of email for our whole company. The fix was to restore the emails, this was done but it restored from 45 day's back, so about 99% of the emails in otrs are duplicates which have already been done. Is there any way we can do a search for duplicate message ID's or something similar to delete the duplicate emails? Thanks Rudi

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Customers queues
by Philippe Roth 01 Mar '05

01 Mar '05

Dear All, We use OTRS for our CallCenter and HelpDesk and find it great. Could anyone tell us how it is possible to limit queues access to customers. For example, we have a queue called HelDesk and different sub-queues (Windows, Apple, Security, Mail, etc...) We would like that customers using the OTRS customer interface just have access to the main queue HelpDesk and can't see the sub-queues. Is it possible and how ? Many thanks in advance for any light. Best regards, Philippe Roth - Switzerland

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Timed unlocking of tickets on OTRS 1.3.2
by Al Al 01 Mar '05

01 Mar '05

Hello, Are there any gotchas to using the per-queue ticket lock timeouts on OTRS 1.3.2? I try setting the value, but tickets simply aren't being automatically unlocked. Am I missing something? Thanks, Al -- ___________________________________________________________ Sign-up for Ads Free at Mail.com http://promo.mail.com/adsfreejump.htm

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Email Attachments
by Freeman, Seth 01 Mar '05

01 Mar '05

Does ORTS allow incoming email attachments? We need the ability to recieve logs and minidumps via an email from users. Does this feature work in a windows environment? - Seth Freeman - Timegate Studios

2 1

Cant control customer from logging on to the front-end
by Zuryanti 28 Feb '05

28 Feb '05

Hi, This is my config... I'm using Active Directory to authenticate agent. When using only the first 6 lines it works ok. The problem only come when I add another 3 lines to control who's in. I get Login failed! Your username or password was entered incorrectly. Even using the root@localhost account. Did I miss anything? $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'server1.mycompany.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Users,ou=MyCompany,ou=Site1,dc=mycompany,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Admin,ou=Users,ou=MyCompany,ou=Site1,dc=mycompany,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'somepassword'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=Domain Group Information Systems,ou=Groups Security,ou=MyCompany,ou=Site1,dc=mycompany,dc=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; Cheers.

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Re: A possible solution to mod_perl2 problems under Apache2 (Debian)
by victor.rodriguez＠valmesa.es 28 Feb '05

28 Feb '05

Hello! Good question... I think that it's installed by the mod_perl2 package for Debian Sarge (unstable). The package name is "libapache2-mod-per2" and the version I'm using is 1.999.20-1. Checking it right now... yes!: # dpkg --listfiles libapache2-mod-perl2 | grep compat /usr/lib/perl5/Apache/Test5005compat.pm /usr/lib/perl5/Apache2/Apache/compat.pm That seems logical, as it's a compatibility layer provided by mod_perl2 developers to ease the migration from mod_perl1: http://perl.apache.org/docs/2.0/api/Apache/compat.html Hope this helps! Regards, --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. --- On 26 Feb 2005 at 15:29, Torsten Werner wrote: > Hi Victor, > > > Maybe the problems with mod_perl2 are related to some changes that > > must be done to the OTRS code due to the changes introduced by > > mod_perl2? At least that's what "use Apache::compat;" seems to say. > > Anyway, it's a great app ;) > > Thank you for your configuration but which package does contain the > Apache::compat module? > > Regards, > Torsten >

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RE: [otrs] Adding a bcc entry for all outgoing mail
by David Hoskin 26 Feb '05

26 Feb '05

Excellent to know, but I would like to have all mail sent to an external mailbox for redundancy (and to continue the "legacy" customer service technique - at least for a while). David Hoskin > All outgoing mail is already archived. Unless you want to archive > notifications, etc, all other email pertinent to the ticket is in the > database as an article attached to that ticket. > > ----- > Jack Doyle, Network+ > Systems Operations Specialist > Lewis-Gale Clinic Information Systems

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Email Configuration
by Bruce Fleming 25 Feb '05

25 Feb '05

I have composed an email response to a ticket, but the response does not show up in history. Must be that I have a configuration problem, or don't fully understand the concepts here. Any help would be appreciated.

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RE: [otrs] Adding a bcc entry for all outgoing mail
by Jack Doyle 25 Feb '05

25 Feb '05

All outgoing mail is already archived. Unless you want to archive notifications, etc, all other email pertinent to the ticket is in the database as an article attached to that ticket. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: David Hoskin [mailto:dhoskin@ebia.com] Sent: Friday, February 25, 2005 10:16 AM To: otrs(a)otrs.org Subject: [otrs] Adding a bcc entry for all outgoing mail Excuse me if this has been asked before - what is the "best practice" for having all OUTGOING mail from otrs going (via a bcc line) to an "archive" mailbox. Or another way of asking is - which form can I edit to accomplish this? David Hoskin _______________________________________________ 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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Adding a bcc entry for all outgoing mail
by David Hoskin 25 Feb '05

25 Feb '05

Excuse me if this has been asked before - what is the "best practice" for having all OUTGOING mail from otrs going (via a bcc line) to an "archive" mailbox. Or another way of asking is - which form can I edit to accomplish this? David Hoskin

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Linking a ticket to an asset register
by Nigel Gibbs 25 Feb '05

25 Feb '05

Hi all, I have to get OTRS to work with a web-based asset register. Particularly, we need to the ability to assign each OTRS ticket to an asset. My approach has been to stuff the TicketFreeKey1 and TicketFreeText1 with AssetIDs from our asset database from within Config.pm... .... $Self->{"TicketFreeKey1"} = { 'AsssetID' => 'AssetID', }; .... # connect to asset DB using DBI while( $resptr = $rs->fetchrow_hashref() ) { $Self->{"TicketFreeText1"}{ $row->{"AssetID"} } = $row->{"Desc"} ; } .... The trouble is that with 2000 rows in the table, there is a huge overhead on every page hit for what is only needed on a few entry screens. Can anyone please suggest a better place to put this code so that it only has to run once for each users session, and where the variables $Self->{"TicketFreeKey1"} and $Self->{"TicketFreeText1"} can still be 'seen' in the necessary pages? Many thanks! Nigel

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RE: [otrs] email addresses and queues
by Jack Doyle 24 Feb '05

24 Feb '05

That's different. You're not talking about informing them of the problem, you're talking about creating two separate tickets for the same problem. That doesn't make much sense. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Anne-Mie Vandermeeren [mailto:AnneMie.Vandermeeren@UGent.be] Sent: Thursday, February 24, 2005 10:36 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] email addresses and queues On Thu, 24 Feb 2005, Edgar Meij wrote: > Hi Anne-Mie, > > Why have two queues if the same people are supposed to be reading > them? You can make agents working in B also a member of queue A, so > they get notified (and respond to) new messages there. These are not the same people, but both groups should be informed about the same problem. Anne-Mie > > hth, > Edgar > > > On Thu, 24 Feb 2005 14:58:54 +0100 (MET), Anne-Mie Vandermeeren > <AnneMie.Vandermeeren(a)ugent.be> wrote: > > > > Hi, > > > > I have the following setup. All mail to address A@ is going to queue > > A. All mail for address B@ is going to queue B. > > > > If someone sends a mail To: A@, B@ (or even To: A@, Cc: B@) the mail > > is delivered only to one queue (e.g. queue A). I guess this is > > normal, since only one ticket should be created. > > > > But, the people reading queue B don't even know about the ticket > > being created. > > > > Has someone sorted this out already? Any hints? > > > > Anne-Mie > > _______________________________________________ > > 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/ > > > > > -- > 'An approximate answer to the right question is worth a great deal > more than a precise answer to the wrong question' > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > Anne-Mie _______________________________________________ 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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email addresses and queues
by Anne-Mie Vandermeeren 24 Feb '05

24 Feb '05

Hi, I have the following setup. All mail to address A@ is going to queue A. All mail for address B@ is going to queue B. If someone sends a mail To: A@, B@ (or even To: A@, Cc: B@) the mail is delivered only to one queue (e.g. queue A). I guess this is normal, since only one ticket should be created. But, the people reading queue B don't even know about the ticket being created. Has someone sorted this out already? Any hints? Anne-Mie

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Re: otrs Digest, Vol 19, Issue 38
by Ronny 24 Feb '05

24 Feb '05

otrs-request(a)otrs.org wrote: >Send otrs mailing list submissions to > otrs(a)otrs.org > >To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs >or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > >You can reach the person managing the list at > otrs-owner(a)otrs.org > >When replying, please edit your Subject line so it is more specific >than "Re: Contents of otrs digest..." > > >Today's Topics: > > 1. agent interface (Frank Cases) > 2. disabling notification (Andreas Rittershofer) > > >---------------------------------------------------------------------- > >Message: 1 >Date: Thu, 24 Feb 2005 00:49:31 -0000 (UTC) >From: "Frank Cases" <fcases(a)teliax.com> >Subject: [otrs] agent interface >To: otrs(a)otrs.org >Message-ID: <1316.65.92.227.79.1109206171.squirrel(a)65.92.227.79> >Content-Type: text/plain;charset=iso-8859-1 > >Sorry forgot to include logs > > >this is what log file show > > > > >No commands in AgentInterface email found, send reject to agent >(MessageID:<6b5f61a205022316443940784a(a)mail.gmail.com>)! > > > > >------------------------------ > >Message: 2 >Date: Thu, 24 Feb 2005 11:19:39 +0100 >From: Andreas Rittershofer <andreas(a)rittershofer.de> >Subject: [otrs] disabling notification >To: otrs(a)otrs.org >Message-ID: <1109240379.3244.0.camel@coredump> >Content-Type: text/plain > >I want to disable the notification of an agent when he is made owner of >a ticket. I have no idea where to do that. > >mfg ar > > I think you can do that under agent's preferences if am not mistaken Ronny -- *************************************************************************** / ''We can't become what we need to be by remaining what we are''\ \ ,, ,,/ ***************************************************************************

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disabling notification
by Andreas Rittershofer 24 Feb '05

24 Feb '05

I want to disable the notification of an agent when he is made owner of a ticket. I have no idea where to do that. mfg ar -- Lernen mit Topic Maps: http://www.LmTM.de/ OntoLearn-Server: http://www.OntoLearn.de/ Online-Kurs "Computernetzwerke": http://www.OntoLearn.de/moodle

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agent interface
by Frank Cases 24 Feb '05

24 Feb '05

Sorry forgot to include logs this is what log file show No commands in AgentInterface email found, send reject to agent (MessageID:<6b5f61a205022316443940784a(a)mail.gmail.com>)!

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ticket and agentemail
by Frank Cases 24 Feb '05

24 Feb '05

ok is this a conf problem or what ? i have exim send support@domain to tickets@domain now i get ticket in otrs.. i reply.. user replies.. and get a bounced with Sorry, AgentEmail rejected because no <OTRS_CMD> found! any reason for this ? PLEASE HELP.. pretty please this is a live system with users and now seem to be broken 5$ to whoever helps me resolv this Frank

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RE: [otrs] Generic Agent not running
by Jack Doyle 23 Feb '05

23 Feb '05

Yes, it is. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Brian McFarlane [mailto:brian.m@asu.edu] Sent: Wednesday, February 23, 2005 4:17 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Generic Agent not running Double check that this process: $HOME/bin/GenericAgent.pl -c db >> /dev/null Is the one that runs every 10 minutes. The -c db tells it to run the Agents stored in the database. -brian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: Wednesday, February 23, 2005 10:51 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Generic Agent not running They are there and both work. The system set them up itself. The GenericAgent runs at 00, 20, and 40 and the Generic Agent for the DB stuff every 10 minutes. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Brian McFarlane [mailto:brian.m@asu.edu] Sent: Wednesday, February 23, 2005 11:54 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Generic Agent not running Check your cron job for the generic agent. -Brian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: Wednesday, February 23, 2005 8:46 AM To: User questions and discussions about OTRS. Subject: [otrs] Generic Agent not running I have three generic agent jobs set up. Two are set to run every ten minutes (basically, as often as the web interface will allow). However, it doesn't run every ten minutes. Seems to run every twenty or so. Any thoughts? Running from the "run now" link is fine. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? > http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? > http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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RE: [otrs] Generic Agent not running
by Brian McFarlane 23 Feb '05

23 Feb '05

Double check that this process: $HOME/bin/GenericAgent.pl -c db >> /dev/null Is the one that runs every 10 minutes. The -c db tells it to run the Agents stored in the database. -brian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: Wednesday, February 23, 2005 10:51 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Generic Agent not running They are there and both work. The system set them up itself. The GenericAgent runs at 00, 20, and 40 and the Generic Agent for the DB stuff every 10 minutes. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Brian McFarlane [mailto:brian.m@asu.edu] Sent: Wednesday, February 23, 2005 11:54 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Generic Agent not running Check your cron job for the generic agent. -Brian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: Wednesday, February 23, 2005 8:46 AM To: User questions and discussions about OTRS. Subject: [otrs] Generic Agent not running I have three generic agent jobs set up. Two are set to run every ten minutes (basically, as often as the web interface will allow). However, it doesn't run every ten minutes. Seems to run every twenty or so. Any thoughts? Running from the "run now" link is fine. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? > http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? > http://www.otrs.de/

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RE: [otrs] X-OTRS
by Jack Doyle 23 Feb '05

23 Feb '05

No. Unfortunately the sendmail function for asp.net doesn't do cc or bcc. I just ended up having it send two messages... one to the helpdesk and then one to the support techs. Just thought I'd see if the postmaster filter could do it. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Chris Osborn [mailto:fozztexx@fozztexx.com] Sent: Wednesday, February 23, 2005 12:54 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] X-OTRS On Feb 23, 2005, at 9:52 AM, Jack Doyle wrote: > I have a webpage on my Intranet that pages support personnel on the > weekend. Basically, it sends an email to the support person's > cellphone and one to otrs to create a ticket. However, since it is > to: otrsaddress,phoneaddress both addresses show up under To: in otrs > for both the agent and the customer. > > Is there a way for me to have otrs remove any secondary email > addresses that the message was also sent to? Do I make sense? Can you make your webpage Bcc the phone number? _______________________________________________ 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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X-OTRS
by Jack Doyle 23 Feb '05

23 Feb '05

I have a webpage on my Intranet that pages support personnel on the weekend. Basically, it sends an email to the support person's cellphone and one to otrs to create a ticket. However, since it is to: otrsaddress,phoneaddress both addresses show up under To: in otrs for both the agent and the customer. Is there a way for me to have otrs remove any secondary email addresses that the message was also sent to? Do I make sense? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

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RE: [otrs] X-OTRS
by Jack Doyle 23 Feb '05

23 Feb '05

I don't think you can add the raw headers. Anyways, i was just going to email otrs and let the Generic agent fire off the email to the techs. I got that to work, actually. Basically, the email comes in and it sets a priority 99 on it. Every ten minutes the Generic agent job should select all tickets that are a priority 99 and add a note to them, change them to priority 5 and send the ticket number and id to a shellscript that I wrote that will query the database and send the information via email to the techs. Worked great except the Generic agent running is a hit and miss. Doesn't run every ten minutes like its supposed to. Sporadic. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Dan Mahoney, System Admin [mailto:danm@prime.gushi.org] Sent: Wednesday, February 23, 2005 1:41 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] X-OTRS On Wed, 23 Feb 2005, Jack Doyle wrote: > No. Unfortunately the sendmail function for asp.net doesn't do cc or > bcc. I just ended up having it send two messages... one to the helpdesk > and then one to the support techs. Just thought I'd see if the > postmaster filter could do it. You mean you can't just add raw headers? I am *so* impressed by this. I'd expect nothing less from Microsoft. -Dan > > ----- > Jack Doyle, Network+ > Systems Operations Specialist > Lewis-Gale Clinic Information Systems > > -----Original Message----- > From: Chris Osborn [mailto:fozztexx@fozztexx.com] > Sent: Wednesday, February 23, 2005 12:54 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] X-OTRS > > > > On Feb 23, 2005, at 9:52 AM, Jack Doyle wrote: > >> I have a webpage on my Intranet that pages support personnel on the >> weekend. Basically, it sends an email to the support person's >> cellphone and one to otrs to create a ticket. However, since it is >> to: otrsaddress,phoneaddress both addresses show up under To: in otrs >> for both the agent and the customer. >> >> Is there a way for me to have otrs remove any secondary email >> addresses that the message was also sent to? Do I make sense? > > Can you make your webpage Bcc the phone number? > > _______________________________________________ > 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? > -- "If you need web space, give him a hard drive. If you need to do something really heavy, build him a computer." -Ilzarion, late friday night --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org ---------------------------

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Customizing OTRS...
by Braun Brelin 23 Feb '05

23 Feb '05

Hello, I want to do some minor customization to OTRS and I have some questions... Basically, when a user authenticates against my openLDAP server, I want to find out if that user is in the "operations" group, i.e. if they are admins. If so, then I want to somehow give the "admin" rights to OTRS, i.e. the ability to lock/unlock tickets, etc... If they aren't part of the operations group, then I only want to give them standard access, i.e. create and view tickets. I'm fairly comfortable with LDAP and accessing it via Perl and the NET::LDAP module, I'm less sure how the user structure in OTRS works. Is there a database field that marks a user as an "admin" vs. a non-admin? If so, is there a parameter that I can set in OTRS? Thanks, Braun Brelin

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RE: [otrs] Generic Agent not running
by Jack Doyle 23 Feb '05

23 Feb '05

They are there and both work. The system set them up itself. The GenericAgent runs at 00, 20, and 40 and the Generic Agent for the DB stuff every 10 minutes. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Brian McFarlane [mailto:brian.m@asu.edu] Sent: Wednesday, February 23, 2005 11:54 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Generic Agent not running Check your cron job for the generic agent. -Brian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: Wednesday, February 23, 2005 8:46 AM To: User questions and discussions about OTRS. Subject: [otrs] Generic Agent not running I have three generic agent jobs set up. Two are set to run every ten minutes (basically, as often as the web interface will allow). However, it doesn't run every ten minutes. Seems to run every twenty or so. Any thoughts? Running from the "run now" link is fine. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? > http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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RE: [otrs] Generic Agent not running
by Brian McFarlane 23 Feb '05

23 Feb '05

Check your cron job for the generic agent. -Brian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: Wednesday, February 23, 2005 8:46 AM To: User questions and discussions about OTRS. Subject: [otrs] Generic Agent not running I have three generic agent jobs set up. Two are set to run every ten minutes (basically, as often as the web interface will allow). However, it doesn't run every ten minutes. Seems to run every twenty or so. Any thoughts? Running from the "run now" link is fine. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems _______________________________________________ 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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Generic Agent not running
by Jack Doyle 23 Feb '05

23 Feb '05

I have three generic agent jobs set up. Two are set to run every ten minutes (basically, as often as the web interface will allow). However, it doesn't run every ten minutes. Seems to run every twenty or so. Any thoughts? Running from the "run now" link is fine. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

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Company Tickets
by Andrew Blackstone 23 Feb '05

23 Feb '05

Can someone please help me with setting up company tickets. I'm using OTRS 1.3.2 and Fedora Core 2. I have tried and have not been able to set it up successfully. Thanks in adavance. Andrew Andrew Blackstone IT Specialist Homebase Technologies, Inc.

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RE: [otrs] X-OTRS-Queue issue?
by Brian McFarlane 23 Feb '05

23 Feb '05

You need to tell it to go to the queue like this: LopLevel::SecondLevel LopLevel::SecondLevel::ThirdLevel That will send it to the right queue for you. Brian McFarlane Director of Information Technology College of Law at Arizona State University http://www.law.asu.edu/ Phone : 480-965-7573 Fax : 480-965-4283 Email : brian.m(a)asu.edu <BLOCKED::mailto:brian.m@asu.edu> _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Talley, Brooks Sent: Tuesday, February 22, 2005 7:15 PM To: User questions and discussions about OTRS. Subject: [otrs] X-OTRS-Queue issue? Hi, everyone. I'm having some trouble sorting new tickets into queues using the x-otrs-queue SMTP header. It works fine for me on top level queues, but it's not working at all when trying to use a subqueue (it just ends up in the default queue). Is there some trick to this? My subqueues do have spaces in them, but I've confirmed that the x-otrs-queue header works fine on top level queues with spaces in their names, so I'm assuming it's a subqueue issue. Thanks -Brooks

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X-OTRS-Queue issue?
by Talley, Brooks 23 Feb '05

23 Feb '05

Hi, everyone. I'm having some trouble sorting new tickets into queues using the x-otrs-queue SMTP header. It works fine for me on top level queues, but it's not working at all when trying to use a subqueue (it just ends up in the default queue). Is there some trick to this? My subqueues do have spaces in them, but I've confirmed that the x-otrs-queue header works fine on top level queues with spaces in their names, so I'm assuming it's a subqueue issue. Thanks -Brooks

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RE: [otrs] Question About Vhosts and Email.
by Pete McDonnell 22 Feb '05

22 Feb '05

Is there an MX record setup for prime.gushi.org? - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Dan Mahoney, System Admin [mailto:danm@prime.gushi.org] > Sent: Tuesday, February 22, 2005 3:12 PM > To: otrs(a)otrs.org > Subject: [otrs] Question About Vhosts and Email. > > Hey all, quick q.... > > I've got my otrs address set up as "support(a)prime.gushi.org" > for all emails, but my FQDN in Config.pm is > "support.gushi.org" (because that's my web url for OTRS, > prime.gushi.org is the actual server) > > Basically what happens is I get tickets coming from > otrs(a)support.gushi.org, and when I reply, they bounce. My > pop3 postmaster address is support(a)prime.gushi.org. > > Where do I change the address for the notification master? > > If it's FQDN, how do I change this so that the web-url in all > the tickets is still "support.gushi.org" > > -Dan Mahoney > > -- > > "It's three o'clock in the morning. It's too late for > 'oops'. After Locate Updates, don't even go there." > > -Paul Baecker > January 3, 2k > Indeed, sometime after 3AM > > --------Dan Mahoney-------- > Techie, Sysadmin, WebGeek > Gushi on efnet/undernet IRC > ICQ: 13735144 AIM: LarpGM > Site: http://www.gushi.org > --------------------------- > > _______________________________________________ > 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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Question About Vhosts and Email.
by Dan Mahoney, System Admin 22 Feb '05

22 Feb '05

Hey all, quick q.... I've got my otrs address set up as "support(a)prime.gushi.org" for all emails, but my FQDN in Config.pm is "support.gushi.org" (because that's my web url for OTRS, prime.gushi.org is the actual server) Basically what happens is I get tickets coming from otrs(a)support.gushi.org, and when I reply, they bounce. My pop3 postmaster address is support(a)prime.gushi.org. Where do I change the address for the notification master? If it's FQDN, how do I change this so that the web-url in all the tickets is still "support.gushi.org" -Dan Mahoney -- "It's three o'clock in the morning. It's too late for 'oops'. After Locate Updates, don't even go there." -Paul Baecker January 3, 2k Indeed, sometime after 3AM --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org ---------------------------

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Sorry, AgentEmail rejected because no <OTRS_CMD> found!
by Frank Cases 22 Feb '05

22 Feb '05

guys i always get this message and wondering why is that... Sorry, AgentEmail rejected because no <OTRS_CMD> found!

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Phone ticket and selecting a queue
by Anne-Mie Vandermeeren 22 Feb '05

22 Feb '05

Hi all, We've been working very nicely with this great product for a few months now, but I have another question.... When I want to enter a new Phone Ticket, the next state is empty unless I select a queue. At that moment it is filled out with the default state. Is there a way to have different default states in Phone Ticket depending on the Queue selected? I suppose there is, since the state is only filled out when the queue is selected. Can someone help me out? Anne-Mie

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Filter for spam
by Serge ALGAROTTI 22 Feb '05

22 Feb '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]

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Customer user drop-down
by Chris Peterson 21 Feb '05

21 Feb '05

I currently have approximately 400 - 500 customer users in my database. When an agent tries to open a phone ticket, however, it appears that only 150 of these users appear in the user drop-down menu. I'm not sure why this is being capped. Is there any way to remove this limit? Christopher J. Peterson Compulit, Inc (616) 285-9590 cpeterso(a)compulit.com

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A possible solution to mod_perl2 problems under Apache2 (Debian)
by victor.rodriguez＠valmesa.es 21 Feb '05

21 Feb '05

Hi! I've read in the archives of this list that people has had some weird problems with Apache2+mod_perl2, if version is newer than 1.99_12. After a lot of trial and error (I'm not an Apache2 or mod_perl2 expert), I've found some config settings that just make OTRS work with mod_perl without problems (at least under my environment). I post them here to help others to set it up, as this list archives have helped me a lot setting up OTRS ;) My environment is: - Debian Sarge (unstable), updated almost every week - Apache2 v2.0.52 - mod_perl2 v1.999.20 - perl v5.8.4 - I've used a virtualhost, as this Apache is also used for other tasks. The configuration is included via a symlink in /etc/apache2/sites-enabled so it is loaded when Apache2 starts. - Sessions are stored in FS, because the service is configured in High Availability via DRBD (seems to work). Config files: otrs.conf --- Perlrequire /usr/share/otrs/otrs-startup.pl PerlModule Apache::Reload PerlInitHandler Apache::Reload NameVirtualHost soporte.valmesa.net <VirtualHost soporte.valmesa.net> Alias /otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" ScriptAlias /otrs/ "/usr/share/otrs/bin/cgi-bin/" ServerAdmin victor.rodriguez(a)valmesa.es DocumentRoot /usr/share/otrs/var/httpd/htdocs/ ServerSignature On <Location /otrs/> SetHandler perl-script PerlResponseHandler ModPerl::Registry PerlOptions +ParseHeaders PerlSetupEnv On Options +ExecCGI </Location> <Directory /> Options FollowSymLinks AllowOverride None </Directory> <Directory /usr/share/otrs/var/httpd/htdocs/> Options Indexes FollowSymLinks MultiViews AllowOverride None Order allow,deny allow from all RedirectMatch ^/$ http://soporte.valmesa.net/otrs/Customer.pl RedirectMatch ^/agentes$ http://soporte.valmesa.net/otrs/index.pl RedirectMatch ^/agentes/$ http://soporte.valmesa.net/otrs/index.pl </Directory> # Valores posibles: debug, info, notice, warn, error, crit, alert, emerg LogLevel warn ErrorLog /var/log/apache2/otrs-err.log CustomLog /var/log/apache2/otrs-acc.log combined </VirtualHost> --- End otrs.conf --- otrs-startup.pl (apache2-startup.pl in OTRS doc's) Note: I'll put here only the important parts! --- # TAKE CARE: this one is set to /opt/otrs by default in the Debian package!! use lib "/usr/share/otrs/"; #Path to lib's Apache2 y Apache:compat (it's a MUST to avoid weird problems!!) use lib "/usr/lib/perl5/Apache2/"; #use CGI (); CGI->compile(':all'); use CGI (); CGI->compile(':cgi'); use CGI::Carp (); #use Apache (); use Apache2; #This seems to have done the trick to make it work! use Apache::compat; use Apache::DBI (); Apache::DBI->connect_on_init('DBI:mysql:otrs', 'MyOtrsUser', 'MyPass'); use DBI (); use DBD::mysql (); --- End otrs-startup.pl Maybe the problems with mod_perl2 are related to some changes that must be done to the OTRS code due to the changes introduced by mod_perl2? At least that's what "use Apache::compat;" seems to say. Anyway, it's a great app ;) Hope this helps. Regards! --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---

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(no subject)
by Mike 20 Feb '05

20 Feb '05

Hello, I'm having numerous of problems installing otrs on FreeBSD 4.10-RELEASE-p5. First of all, reading the documentation i saw this line: cd Kernel/Config/ for foo in *.dist; do cp $foo `basename $foo .dist`; done I can't figure it out. What does it mean? Since, it are variables, where do i have to change it to? Thanks, Mike -- This e-mail and any attachment(s) may contain confidential and priveleged material intended for the addressee only. If you are not the addressee, you are notified that no part of the e-mail or any attachment(s) may be disclosed, copied or redistributed, and that any other action related to this e-mail or attachment(s) is strictly prohibited, and may be unlawful. If you have received this e-mail by error, please notify the sender immediately by return e-mail, and delete this message. Rack Project, it's subsidiaries and/or it's employees shall not be liable for the incorrect or incomplete transmission of this e-mail or any attachment(s), nor responsible for any delay in receipt.

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Max Attachment Size
by Nav Dhunay 20 Feb '05

20 Feb '05

Hello. I've got OTRS running on a Windows 2003 Server. I've been doing some testing with attachments, and what I've found is that OTRS is stripping attachments that are larger than 700 KB. Anyone have an idea on how I can increase that limit, or where it is set? Nav

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Locking and bug
by Frank Cases 19 Feb '05

19 Feb '05

Can someone explain how locking works.. ? right now if we reply to a ticket it locks automatically.. >From what i understand that means they CANT send other emails till unlocked.. because everytime thye do they can a bounce with some otrs error in it ?

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debian /mod_perl/ performance
by Christian Lox 19 Feb '05

19 Feb '05

Hi! I just installed OTRS on a Debian 3.1 machine. Mod_perl should be installed but our impression is, that this installation is way more slow than the recent installations which were on SuSE. I guess the included config file (attached) does not make use of mod_perl? If I uncomment for example the directive Apache (Apache/2.0.53 (Debian GNU/Linux) mod_perl/1.999.20 Perl/v5.8.4) won't start aynmore: [Sat Feb 19 17:50:14 2005] [error] Can't locate Kernel/Config/Defaults.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache2) at Kernel/Config.pm line 118.\nBEGIN failed--compilation aborted at Kernel/Config.pm line 118.\nCompilation failed in require at /usr/share/otrs/scripts/apache2-perl-startup.pl line 27.\nBEGIN failed--compilation aborted at /usr/share/otrs/scripts/apache2-perl-startup.pl line 27.\nCompilation failed in require at (eval 2) line 1.\n [Sat Feb 19 17:50:14 2005] [error] Can't load Perl file: /usr/share/otrs/scripts/apache2-perl-startup.pl for server mambo.netzwerkplanet.com:0, exiting... The config file looks like this: # -- # added for OTRS (http://otrs.org/) # -- # agent, admin and customer frontend ScriptAlias /otrs/ "/usr/share/otrs/bin/cgi-bin/" Alias /otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" # load all otrs modules #Perlrequire /usr/share/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 ErrorDocument 403 /otrs/index.pl # SetHandler perl-script # PerlHandler ModPerl::Registry Options +ExecCGI # PerlOptions +ParseHeaders </Location> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 Any help appreciated! Thanks, Christian

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What to do if I don't want to use some functions?
by gemini＠net9.org 18 Feb '05

18 Feb '05

hello, Is there a way to avoid login as a customer, that is, only use index.pl and the referenced pages, and not use custoomer.pl and its referenced pages and functions? Best wishes Silver

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Problems with PostMasterPOP3.pl
by Giuseppe Iuculano 18 Feb '05

18 Feb '05

Hello, when i run PostMasterPOP3.pl i get the follow error: Message 1/32 (xxxxxx@xxxxxxx.org@localhost) Quantifier follows nothing in regex; marked by <-- HERE in m/* <-- HERE WC Mail*/ at /usr/local/www/otrs/Kernel/System/PostMaster/Filter/MatchDBSource.pm line 67. I don't understand what is the problem :( Regards

2 2

Customer right access to faq
by Rafael Estevan de Quesada 18 Feb '05

18 Feb '05

Hi, Is it possible to configure OTRS in such way that a customer can have access to some specific FAQ categories but not to all of them? Thanks, Rafa

2 1

BMP attachments stripped
by Nav Dhunay 17 Feb '05

17 Feb '05

I am using OTRS in a Windows environment. When a user submits a ticket with a .bmp attachment, the attachment is stripped. However .jpg, .doc, or other file types are not stripped. Is there a setting that controls this? Nav

1 0

Answer closed tickets
by Jack Doyle 17 Feb '05

17 Feb '05

I never did figure out how to use the Generic Agent to automatically mark closed tickets as answered, so I figured I'd just write a sql query and run it on a schedule. Here is the query I came up with if anyone is interested.. UPDATE ticket T INNER JOIN ticket_state TS ON T.ticket_state_id = TS.id SET T.ticket_answered = 1 WHERE T.ticket_answered = 0 AND TS.type_id = 3; ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

1 0

Problem displaying TicketFreeText
by flardy＠slit.fr 17 Feb '05

17 Feb '05

Hi, I'm using OTRS 1.3 and I've got a problem with ticket free fields. Eveything is OK with the 4th first fields (from TicketFreeText1 to TicketFreeText4) but I can't display the other ones. Thanks for your help. François LARDY

2 1

Daily reminders
by Chris Osborn 17 Feb '05

17 Feb '05

Is there a way I can set up OTRS so I will get sent a daily reminder for every ticket that is still open, no matter who the owner is? My users open tickets during the day, and most of them cannot be handled until after they have gone home for the evening, which is of course when I am no longer thinking about work either and have forgotten about the tickets. I need to get a constant reminder each evening until the ticket is closed.

1 0

? about error msg in the log
by Erling D. Andersen 17 Feb '05

17 Feb '05

Hi, In the log I get Thu Feb 17 14:54:03 2005 error OTRS-PM3-10 Auth for user sales@mosek.com@mail.mosek.com failed! Thu Feb 17 14:38:03 2005 notice OTRS-PM3-10 Fetched 1 email(s) from sales@mosek.com@mail.mosek.com. How come it says error about Auth when it can fetch emails? Is not it a bit strange. Erling ************************************************************************* MOSEK ApS C/O Symbion Science Park Fruebjergvej 3, Boks 16 DK-2100 Copenhagen O Denmark Phone (work): +45 3917 9907 Mobile-phone: +45 2362 9520 Fax: +45 3917 9823 Email: e.d.andersen(a)mosek.com Homepage: http://erling.andersen.name http://www.mosek.com/homepages/e.d.andersen/ *************************************************************************

1 0

how to add Free Text from X-OTRS headers?
by Anne-Mie Vandermeeren 17 Feb '05

17 Feb '05

Hi, I know it's possible to add some extra X-OTRS headers to change priority, state..., but can I also fill in Free fields by using X-OTRS- headers? I want to add the used mailclient in a free field by using procmail. Anne-Mie

1 0

utf-8 and 8bit problem
by Czakó Krisztián 17 Feb '05

17 Feb '05

Hello, I've configured our otrs system to use UTF-8 charset. When otrs sends e-mail (agent or auto-reply), it uses 8bit as Content-Transfer-Encoding, like this: Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: 8bit I think this is correct, and my Evolution2 displays the message ok, however Mozilla (1.7), Lotus Notes and Outlook displays the raw unicode two bytes instead of the correct message. As I can't fix at least two out of them (in fact, 3 out of 3), is it possible to use quoted-printable as transfer-encoding instead of 8bit in otrs? Regards, Slapic

1 0

Attachment in responses
by Erling D. Andersen 17 Feb '05

17 Feb '05

Hi When I want to add a new response it automatically shows an attachment in the attachment box. Is that correct? Also it seems very difficult to get rid of the incorrectly included attachment. Is that a known problem? Erling ************************************************************************* MOSEK ApS C/O Symbion Science Park Fruebjergvej 3, Boks 16 DK-2100 Copenhagen O Denmark Phone (work): +45 3917 9907 Mobile-phone: +45 2362 9520 Fax: +45 3917 9823 Email: e.d.andersen(a)mosek.com Homepage: http://erling.andersen.name http://www.mosek.com/homepages/e.d.andersen/ *************************************************************************

1 0

Re: [otrs] Last activity in queue view?
by Jorick Astrego 17 Feb '05

17 Feb '05

Hi, You could add an extra state like (Developer response) or (Note added) and enable $Self->{NoteSetState}=1 to the config.pm. You can then set this as the default state but when using the first state the support group has to change the state everytime they add a note. I decided to use the (Note added) myself as we like to see this whoever adds a note. We also have a state after sending an internal email called "waiting for response (Internal)". A postmaster filter on our own maildomain then changes the state to "response received (Internal)" when one of our developers replies. > From: Talley, Brooks [mailto:brooks@frnk.com] > Sent: Wednesday, February 16, 2005 1:56 PM > To: User questions and discussions about OTRS. > Subject: [otrs] Last activity in queue view? > > > Hi, everyone. So far, OTRS is working out great for us. Thanks to everyone > who has put time and energy into it! > > We've run into a minor process issue. We have a tier 1 support group that > is responsible for most customer interaction. Periodically a question comes > up that they need help from a developer on. So far, so good: tier 1 moves > the ticket into the developer queue. However, we don't want developers > responding directly to customers (things like tact and grammar aren't always > developers' strong suits). So the developer adds a note to the ticket, > explaining what the customer should do or be told or whatever, and moves the > ticket back to the tier 1 queue. > > That's where the difficulty is; in queue view, tier 1 can't tell that the > ticket has come back from development with a note attached. So, if a > different tier 1 person sees it, they just put it back in the developer > queue. Which drives the developer nuts. > > Is there a way to add a "Last activity: note from [developer username]" type > of line to the queue view? It's clearly visible if you zoom the ticket, but > it would make life easier if tier 1 people could act on some tickets without > zooming them. > > Thanks > -b >

1 0

Subject Troncated due to MS Outlook
by Olivier ECKERT 17 Feb '05

17 Feb '05

Hello, My installation OTRS 1.3.1 - RH FC2 - Mysql 3.23 - Apache 1.3xx Every subject created by OTRS and sent to our cusotmers are like that : [AAA: 10000123] Problem with Outlook Express or Outlook But, a lot ot time, the customer answer to us and the subject become : Re: AA: 10000123] Problem with Outlook Express or Outlook Therefore OTRS don't find the correct topic in the subject and create a new ticket number. And the support engineer don't know he has a Follow-up for his ticket number [AAA: 10000123]. Sorry but it's going to be a mess in the ticket numbers. IS there anybody who has find : - The parameter in Outlook or Outlook express to cut the subject during a reply or a forward of mail-ticket to OTRS ? - Some parameters in OTRS configuration to add/modify something in the subject or to change the ticket number in order to change this bad behaviour of a MS product ? - Anything else that can correct the problem. If you need more information, just ask. Your help will be apreciate, -- ____________________________________________________________ Olivier ECKERT ____________________________________________________________

1 0

Admin user have only user priveleges
by gemini＠net9.org 17 Feb '05

17 Feb '05

hello, I used two OTRS systems, one for testing, one for using. Yesterday after I found both of them had the same problem : admin users have no admin priveledges, I couldn't find "Admin-Area" at the navigation bar. I have seen your solution from the original archives, but I just couldn't use that. Your sql commands are: ALTER TABLE group_user ADD permission_value SMALLINT; UPDATE group_user SET permission_key = 'ro', permission_value = 1 WHERE permission_read = 1; UPDATE group_user SET permission_key = 'rw', permission_value = 1 WHERE permission_write = 1; UPDATE group_user SET permission_key = 'rw', permission_value = 1 WHERE permission_write = 0 and permission_read = 0; DELETE FROM group_user WHERE permission_value IS NULL; ALTER TABLE group_user ALTER permission_value SET NOT NULL; ALTER TABLE group_user DROP permission_read; ALTER TABLE group_user DROP permission_write; My group_user table already has column permission_value, but have no columns called permission_read or permission_write. My otrs version are 1.3.2 release in Redhat7.0 and 1.2.4 in WindowsXP PRO with SP1. Eager for your answer. Best wishes Silver

1 0

Error in tickets
by fcases＠teliax.com 16 Feb '05

16 Feb '05

been getting weird errors.. Subject: [Ticket#: 2005020810000043] AgentEmail rejected! Sorry, AgentEmail rejected because no <OTRS_CMD> found! all people have to delete ticket in subjects or bounces back to them latest cvs i got

1 0

Stop time?
by Scott Moore 16 Feb '05

16 Feb '05

Hello everyone! Is it possible in OTRS to change the time element from straight hours and minutes to something like work days? Basically I want a real picture of the amount of time it takes to close tickets based on work hours. Scott Moore

1 0

Still lost...
by Jack Doyle 16 Feb '05

16 Feb '05

I'm still trying to look through the code to figure out how to do this... there has got to be someone who can help. I'm trying to change the from address on the messages that otrs sends. I want the otrs address to become the reply-to address and I want to put something different into the from address. It will always be the same value... Isn't there anyone that can help??? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

1 0

RE: [otrs] Time Accounting
by Pete McDonnell 16 Feb '05

16 Feb '05

Does anyone know how to fill the time_unit text entry field with a default value? I'll be setting the field to be mandatory soon and it would be a real pain in the neck if you had to click in the field every time (even if closing a ticket just after you replied or the like). I'd just like it to default to zero and the agent can change it if it's a billable action (closing a ticket in and of itself doesn't really take up enough time to count as a billable item) Any help would be great! Thanks! Love OTRS! - Pete McDonnell

1 0

RE: [otrs] Last activity in queue view?
by Pete McDonnell 16 Feb '05

16 Feb '05

What if you changed the owner back to a "generic" owner which had the e-mail address set to a distribution list for all tier 1 users? Anyway, just a thought as I have zero Perl skillz. - Pete McDonnell _____ From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Wednesday, February 16, 2005 2:23 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Last activity in queue view? Yes, in this case the goal is to not necessarily have it go back to the same agent. The idea is that the response is often generic ("have the user disable javascript and try again"), and it should go back into the main queue so it can be sent back to the user even if the original tier 1 agent is now off-shift. I'll pass along this idea as a workaround, but I'd really love to find a way to include "last activity" in the overall queue view. Cheers -Brooks _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pete McDonnell Sent: Wednesday, February 16, 2005 11:09 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Last activity in queue view? The developer could change the owner to a particular tier 1 agent, which sends a message they type into the comments box. Would the ticket not be directed back to the original agent to respond to the customer anyway? - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Wednesday, February 16, 2005 1:56 PM To: User questions and discussions about OTRS. Subject: [otrs] Last activity in queue view? Hi, everyone. So far, OTRS is working out great for us. Thanks to everyone who has put time and energy into it! We've run into a minor process issue. We have a tier 1 support group that is responsible for most customer interaction. Periodically a question comes up that they need help from a developer on. So far, so good: tier 1 moves the ticket into the developer queue. However, we don't want developers responding directly to customers (things like tact and grammar aren't always developers' strong suits). So the developer adds a note to the ticket, explaining what the customer should do or be told or whatever, and moves the ticket back to the tier 1 queue. That's where the difficulty is; in queue view, tier 1 can't tell that the ticket has come back from development with a note attached. So, if a different tier 1 person sees it, they just put it back in the developer queue. Which drives the developer nuts. Is there a way to add a "Last activity: note from [developer username]" type of line to the queue view? It's clearly visible if you zoom the ticket, but it would make life easier if tier 1 people could act on some tickets without zooming them. Thanks -b

1 0

limit on Customer features
by Rafael Estevan de Quesada 16 Feb '05

16 Feb '05

Hi list, I've just intalled and started playing aroud with OTRS. I'm wondering whether it is positble to restrict wich queue a customer can place a ticket. I mean: I've created 2 queues called Q1 and Q2, and I've 2 customer called C1 and C2. I want C1 to post requests only on queue Q1 and I want C2 to post on Q1 and Q2. I've been checking Customer modification form and I don't see such a feature. I should work somehow like it works with users.

1 0

RE: [otrs] Last activity in queue view?
by Talley, Brooks 16 Feb '05

16 Feb '05

Yes, in this case the goal is to not necessarily have it go back to the same agent. The idea is that the response is often generic ("have the user disable javascript and try again"), and it should go back into the main queue so it can be sent back to the user even if the original tier 1 agent is now off-shift. I'll pass along this idea as a workaround, but I'd really love to find a way to include "last activity" in the overall queue view. Cheers -Brooks ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pete McDonnell Sent: Wednesday, February 16, 2005 11:09 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Last activity in queue view? The developer could change the owner to a particular tier 1 agent, which sends a message they type into the comments box. Would the ticket not be directed back to the original agent to respond to the customer anyway? - Pete McDonnell Manager, Technical Services Hip Interactive ________________________________ From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Wednesday, February 16, 2005 1:56 PM To: User questions and discussions about OTRS. Subject: [otrs] Last activity in queue view? Hi, everyone. So far, OTRS is working out great for us. Thanks to everyone who has put time and energy into it! We've run into a minor process issue. We have a tier 1 support group that is responsible for most customer interaction. Periodically a question comes up that they need help from a developer on. So far, so good: tier 1 moves the ticket into the developer queue. However, we don't want developers responding directly to customers (things like tact and grammar aren't always developers' strong suits). So the developer adds a note to the ticket, explaining what the customer should do or be told or whatever, and moves the ticket back to the tier 1 queue. That's where the difficulty is; in queue view, tier 1 can't tell that the ticket has come back from development with a note attached. So, if a different tier 1 person sees it, they just put it back in the developer queue. Which drives the developer nuts. Is there a way to add a "Last activity: note from [developer username]" type of line to the queue view? It's clearly visible if you zoom the ticket, but it would make life easier if tier 1 people could act on some tickets without zooming them. Thanks -b

1 0

RE: [otrs] Last activity in queue view?
by Pete McDonnell 16 Feb '05

16 Feb '05

The developer could change the owner to a particular tier 1 agent, which sends a message they type into the comments box. Would the ticket not be directed back to the original agent to respond to the customer anyway? - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Wednesday, February 16, 2005 1:56 PM To: User questions and discussions about OTRS. Subject: [otrs] Last activity in queue view? Hi, everyone. So far, OTRS is working out great for us. Thanks to everyone who has put time and energy into it! We've run into a minor process issue. We have a tier 1 support group that is responsible for most customer interaction. Periodically a question comes up that they need help from a developer on. So far, so good: tier 1 moves the ticket into the developer queue. However, we don't want developers responding directly to customers (things like tact and grammar aren't always developers' strong suits). So the developer adds a note to the ticket, explaining what the customer should do or be told or whatever, and moves the ticket back to the tier 1 queue. That's where the difficulty is; in queue view, tier 1 can't tell that the ticket has come back from development with a note attached. So, if a different tier 1 person sees it, they just put it back in the developer queue. Which drives the developer nuts. Is there a way to add a "Last activity: note from [developer username]" type of line to the queue view? It's clearly visible if you zoom the ticket, but it would make life easier if tier 1 people could act on some tickets without zooming them. Thanks -b

1 0

Last activity in queue view?
by Talley, Brooks 16 Feb '05

16 Feb '05

Hi, everyone. So far, OTRS is working out great for us. Thanks to everyone who has put time and energy into it! We've run into a minor process issue. We have a tier 1 support group that is responsible for most customer interaction. Periodically a question comes up that they need help from a developer on. So far, so good: tier 1 moves the ticket into the developer queue. However, we don't want developers responding directly to customers (things like tact and grammar aren't always developers' strong suits). So the developer adds a note to the ticket, explaining what the customer should do or be told or whatever, and moves the ticket back to the tier 1 queue. That's where the difficulty is; in queue view, tier 1 can't tell that the ticket has come back from development with a note attached. So, if a different tier 1 person sees it, they just put it back in the developer queue. Which drives the developer nuts. Is there a way to add a "Last activity: note from [developer username]" type of line to the queue view? It's clearly visible if you zoom the ticket, but it would make life easier if tier 1 people could act on some tickets without zooming them. Thanks -b

1 0

Company Ticket Question Again
by Andrew Blackstone 16 Feb '05

16 Feb '05

Hello All, I am setting OTRS up again on a different machine and I had a problem figuring out company tickets the first time around but finally got it up and running. However this time I was able to set up the MultiUserIDs and I have labeled mutliple users with the same secondary ID and I have also turned on customer groups but they can't see company tickets. I am running Redhat FC2 and I am running OTRS 1.3.2. Please let me know if anyone has any ideas why the users can't view each others tickets under company tickets. Thanks in advance! Andrew Blackstone Support Technician Homebase Technologies, Inc. 56 Housatonic Street Suite 2 Lenox, MA 01240 Ph: (413) 637-1484 Email: ablackstone(a)homebasetech.com CONFIDENTIALITY NOTICE The information contained in this email transmission is legally privileged and confidential information intended only for the use of the addressee named above. If the reader of this message is not the intended recipient you are hereby notified that any dissemination, distribution or copying of this email transmission is strictly prohibited. If you have received this email transmission in error, please notify us immediately. Thank you.

1 1

Possible bug with Multiple Customer IDs?
by Olaf Bottek 16 Feb '05

16 Feb '05

Hi, I have applied the patches from Tyler (http://lists.otrs.org/pipermail/dev/2004-October/000729.html) and Martin (http://lists.otrs.org/pipermail/dev/2004-October/000733.html) I'm using LDAP. I defined "o" (= organization) as "UserCustomerIDs" field and filled this field with two users. I created a ticket, sent by user1. Both user1 and user2 can login successfully in the customer panel. User1 see's the ticket under both, My and Company Tickets. User2 does not see the ticket. It's OTRS 1.3.2. Any ideas? Greetings, Olaf Bottek

1 0

Re: images not shown
by Torsten Werner 16 Feb '05

16 Feb '05

>> That looks quite okay. Maybe your apache does not follow symlinks? > > Maybe (how to find out?). In any case it's not a big problem, but enough > to buggle me. So maybe others will encounter the same problem... That's a configuration option for apache. Would you send a bug report to Debian's BTS, please? Thanks, Torsten

1 0

"Smart" From name...
by John (Versimedia) 15 Feb '05

15 Feb '05

I am a new OTRS user -- it's working great so far... One thing I can't seem to find, and would like to suggest -- When using a pre-canned response to resond to a customer, I would like to be able to say: Hi {FIRST_NAME}, rather than: Hi {FROM}, (I am not using the correct format, but it's more of the concept) -- I was wondering if either A) this exists, or B) someone could add it -- it would seem pretty easy to do. Here are some examples that this variable would return: (i am using { and } below instead of < and > -- outlook is converting the <> to email addresses... ) Joe Smith {joe(a)smith.com} -> Joe Smith {joe(a)smith.com} -> Smith {joe(a)smith.com} -> [empty] Mr. Joe Smith {joe(a)smith.com} -> Joe (if the first part has a dot in it, skip it and go to the second part) We like to have our customers feel like we are addressing them directly and this would go a long way to doing that.... Hope this makes sense? -John

1 0

RE: [otrs] Attachments come in as Microsoft Mail Notes .. ?
by Varsani, Rajendrakumar (PSD) 15 Feb '05

15 Feb '05

All our attachments from Outlook to OTRS come in as an IPM.Microsoft Mail.Note Any ideas why. I'm sure this wasn't the case when we were testing. We are using OTRS 1.2.3 and Outlook 2002 and POP3 and SMTP on Exchange 5.5. Rajendrakumar Premji Varsani BSc (Hons) ____________________________________ Database & Application Support Team Telephone: 01904 45 5805 Mobile: 07968 243125 <mailto:rajendrakumar.varsani@psd.defra.gsi.gov.uk> rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Room134, Mallard House, PSD, Kings Pool, York, YO1 7PX PSD Website: <http://pesticides.gov.uk/> http://pesticides.gov.uk The original of this email was scanned for viruses by the Government Secure Intranet (GSi) virus scanning service supplied exclusively by Energis in partnership with MessageLabs. On leaving the GSi this email was certified virus-free

1 0

Use Reply-To Variable in Postmaster Filter
by Brian McFarlane 14 Feb '05

14 Feb '05

I am trying to create a Postmaster Filter using the web UI to take an email and take the Reply-To address and make that the ticket owner (X-OTRS-CustomerNo) and email used for all future communication. I am having a problem on the 'Set' section for X-OTRS-CustomerNo. How do I have it read the value of Reply-To and use that value? Brian McFarlane Director of Information Technology College of Law at Arizona State University http://www.law.asu.edu/ Phone : 480-965-7573 Fax : 480-965-4283 Email : brian.m(a)asu.edu

1 0

Locked tickets
by bahmed_11 14 Feb '05

14 Feb '05

hi and thanks for your response but i think that i've not understand the answer ;-] >>Locked tickets did you have only, if you locked it in the Interface! tickets are locked from the interface and i want the other agents to see that locked ticket, and the counter to 'count' :-) ------------------------------------------ Faites un voeu et puis Voila ! www.voila.fr

1 0

ticket shown
by bahmed_11 14 Feb '05

14 Feb '05

first i would like to thank you for your help because that was really a problem for me. but i'd like also to know if it's possible to minimize the space token by a ticket in the queueview page. you'll ask me why! i'd say because my boss want a ticket to take only 1 or max 2 lines in the queueview. i don't know if it's possible. thanks a lot and have a nice week ;-) ------------------------------------------ Faites un voeu et puis Voila ! www.voila.fr

1 0

Locked tickets
by bahmed_11 14 Feb '05

14 Feb '05

hi every body, i wanted to see the locked tickets on my interface so i'd set $Self->{ViewableLocks} = ["'unlock'", "'lock'", "'tmp_lock'"]; but the problem is that the counter (on the top of the interface) is always 0. ' Locked tickets(0) ' why? did i miss something or should i add something else? thanks in advance. ------------------------------------------ Faites un voeu et puis Voila ! www.voila.fr

2 1

ticket shown
by bahmed_11 14 Feb '05

14 Feb '05

hi all, i want to maximize the tickets shown on an agent page. i've tried $Self->{MaxLimit} = 150; $Self->{ViewableTickets} = 100; but it doesn't work. any idea please. thanks in advance ------------------------------------------ Faites un voeu et puis Voila ! www.voila.fr

2 1

Problems with apache2 and OTRS include files
by Bruno Santos 14 Feb '05

14 Feb '05

Hello. I'm trying to install OTRS in SuSE 9.2 using the source package Apache2 is the rpm that cames with the SuSE I follow every step in the documentation, but when i restart apache2, i get the following errors: Syntax error on line 10 of /etc/apache2/conf.d/apache2-httpd.include.conf: Invalid command 'Perlrequire', perhaps mis-spelled or defined by a module not included in the server configuration the apache2-httpd.include.conf is the one included with the OTRS package. if i remove the listed line, i get more and more errors.. Any idea ? cheers Bruno Santos -- Say no to software patents www.nosoftwarepatents.com/ -- bvsantos(a)hal.min-saude.pt -- Divisao de Informatica informatica(a)hal.min-saude.pt Tel: +351 272 000 155 Fax: +351 272 000 257 -- Hospital Amato Lusitano geral(a)hal.min-saude.pt Tel: +351 272 000 272 Fax: +351 272 000 257

2 2

Autoresponse with GenericAgent.pm
by Yann Richard 14 Feb '05

14 Feb '05

Hi all, Is there a way to send autoresponse or pre-formated message with GenericAgent.pm with OTRS: V1.2.x ? Thanks, -- M. Yann Richard yann.richard on gmail.com

4 6

RE: [otrs] 'Move' bug in OTRS 1.2.3
by Varsani, Rajendrakumar (PSD) 11 Feb '05

11 Feb '05

We've noticed that OTRS begins moving a ticket from one queue to another before you press the 'Move' button. The bit of HTML code that does this looks like this: onchange="submit()" This is obviously wrong as it submits the item immediately an alternative choice is made. Which bits of OTRS do I need to edit in order to remove this fragment of code? Rajendrakumar Varsani BSc (Hons) Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: 07968 243125 Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk The original of this email was scanned for viruses by the Government Secure Intranet (GSi) virus scanning service supplied exclusively by Energis in partnership with MessageLabs. On leaving the GSi this email was certified virus-free

1 0

Re: [otrs] Why are we getting circular emails?
by Varsani, Rajendrakumar (PSD) 11 Feb '05

11 Feb '05

For example: From: OTRS System [otrshelp(a)psd.defra.gsi.gov.uk] To: OTRS System Subject: [Ticket#: 2005021110000055] New State 'closed successful'! *** THIS IS JUST A NOTE *** The state of your ticket '2005021110000055' has been changed by 'Andrew Storr' to 'closed successful'. <http://server_name/otrs/customer.pl?Action=CustomerZoom&TicketID=1461> http://server_name/otrs/customer.pl?Action=CustomerZoom&TicketID=1461 Your OTRS Notification Master *** THIS IS JUST A NOTE *** This is the history of the ticket: [ History of Ticket#: 2005021110000055 ] - <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6144&Q ueueID=42> Back Action: Comment: Zoom: User: Createtime: NewTicket Ticket=[2005021110000055], ID=[1461] created (Q=Databases & Application Support::5 - Within 1 Day;P=[..] - mxxx (Doug Thomas) 02/11/2005 10:30:07 EmailAgent Send email to customer. <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6144> x mxxx (Doug Thomas) 02/11/2005 10:30:07 Lock Ticket lock. - mxxx (Doug Thomas) 02/11/2005 10:30:12 OwnerUpdate New Owner is 'mzzz' (ID=6). - mxxx (Doug Thomas) 02/11/2005 10:30:12 SendAgentNotification Sent 'OwnerUpdate' notification to 'andrew. <mailto:'andrew.storr(a)psd.defra.gsi.gov.uk'> storr(a)psd.defra.gsi.gov.uk'. - mxxx (Doug Thomas) 02/11/2005 10:30:17 SendCustomerNotification '.">Sent notification to 'OTRS System <otrshelp(a)psd.defra.gsi.gov.uk>'. <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6145> x mxxx (Doug Thomas) 02/11/2005 10:30:17 TimeAccounting 1 time unit(s) accounted. Now total 1 time unit(s). <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6144> x mxxx (Doug Thomas) 02/11/2005 10:30:21 SendAnswer Sent email to 'pauline. <mailto:'pauline.curren(a)psd.defra.gsi.gov.uk'> curren(a)psd.defra.gsi.gov.uk'. <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6146> x mxxx (Andrew Storr) 02/11/2005 10:34:13 TimeAccounting 2 time unit(s) accounted. Now total 3 time unit(s). <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6146> x mxxx (Andrew Storr) 02/11/2005 10:34:18 StateUpdate Old: 'open' New: 'closed successful' <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6146> x mxxx (Andrew Storr) 02/11/2005 10:34:18 SendCustomerNotification '.">Sent notification to 'OTRS System <otrshelp(a)psd.defra.gsi.gov.uk>'. <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6147> x mxxx (Andrew Storr) 02/11/2005 10:34:18 Unlock Ticket unlock. - mxxx (Andrew Storr) 02/11/2005 10:34:24 I've set up a rule in Outlook to catch all circular emails but it would be useful to eradicate the problem Any help appreciated Rajendrakumar Varsani Database & Application Support Team Pesticides Safety Directorate 01904 455805 07968 243125 <mailto:It.helpdesk@DEFRA.GSI.GOV.UK> rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Room 134, Mallard House Kings Pool, York, YO1 7PX PSD's Website: http://www.pesticides.gov.uk The original of this email was scanned for viruses by the Government Secure Intranet (GSi) virus scanning service supplied exclusively by Energis in partnership with MessageLabs. On leaving the GSi this email was certified virus-free

1 0

search tickets I have been owner of
by Anne-Mie Vandermeeren 11 Feb '05

11 Feb '05

Hi, I'd like to see all tickets that I have been owner of and another agent followed up after me. So not only the tickets I was the last owner of. Is there a way to extend the search module with this option? Anne-Mie

2 1

OTRS without email
by Mohin Naik 11 Feb '05

11 Feb '05

Hi Guys, I work for an organization where most of the users don't have an email address. Also we have an LDAP database in which all users have a username/password which is used by various applications. The LDAP module in OTRS requires email as an required field. Can I somehow configure OTRS so that it is not so much email dependent. Most of the service request come through phone or through the web frontend Regards, Mohin

2 1

Customer view ticket status
by Giuseppe Iuculano 11 Feb '05

11 Feb '05

Hello, Is there a way to allow users to view ticket status also if they are not registered? (Email ticket for example) Regards.

2 3

Help with email
by Jack Doyle 11 Feb '05

11 Feb '05

I've asked before, but haven't really gotten any help and I'm desperate at this point. Could someone please help me figure out how to add a Reply-To: header to all outgoing mail from otrs? Basically, I want to take the original From: address and put it in the Reply-To: address and then put a different address (that I pull out of my head) into the From: header. Basically, right now messages from otrs come from: otrs(a)blah.com I want it to come from: helpdesk(a)blah.com with a reply-to header of: otrs(a)blah.com Could someone PLEASE help me? Thanks in advance.

1 0

FAQ Question
by Jack Doyle 11 Feb '05

11 Feb '05

Is there any way to get the faq to wrap at 100%? If I have a long paragraph, it goes on and on forever to the right. Is there a way to fix this? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

2 1

PostMasterPOP3.pl
by Tom McKenzie 11 Feb '05

11 Feb '05

Hello When I run PostMasterPOP3.pl nothing happens. I installed via rpm on FC3. Any suggestions on debugging the script? Thanks, Tom

2 1

FW: OTRS installation help requested
by Ennis William McCaffrey 10 Feb '05

10 Feb '05

Otrs help: I've installed OTRS on a Fedora Core 2 machine. All seemed to go well, until I tried to login to OTRS. Would somebody please help???? I get the following error: [ OTRS ] Thu Feb 10 12:13:52 2005 Error: Access denied for user 'otrs'@'engFS' (using password: YES) Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Thu Feb 10 12:13:52 2005 Message: Access denied for user 'otrs'@'engFS' (using password: YES) Traceback (3313): Module: Kernel::System::DB::new (v1.40) Line: 222 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 124 Module: (eval) (v1.73) Line: 184 Module: ModPerl::RegistryCooker::run (v1.73) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 152 Module: ModPerl::Registry::handler (v1.99) Line: 16 QueueView - PhoneView Thanks you, Mr. Ennis McCaffrey Ennis(a)New.RR.COM

1 0

Supervisor page
by Stephen Burley 10 Feb '05

10 Feb '05

Hi I have a small but useful suggestion for OTRS to make in even more useful. The problem we have is the supervisor uses this system but is unabel to get to a screen where he can see at a glance which users have how many tickets assigned to them, and for how long. I know you can do this in the search function but its not the same bosses never want to use the search funtions they just want to log in and see whats going on. So my suggestion is if we coulg have a supervisor page which would show the users in the system and what tickets they are working on, and allow the supervisor to unlock tickets here and reassign tickets. Is this something anyone else would find useful? Stephen Burley Africonnect Ltd.

2 1

Search for tickets to a customer
by martin hochreiter 09 Feb '05

09 Feb '05

Hi there! Is there a direct way to search directly for tickets to a certain customer? Example: I'm searching for a company named something like 'Miller', the only good way to find that company is to search with the CustomerUser module. If I have identified the right Miller in London, then there is no way to click on a button/link and see all the tickets to that customer, I have to copy login or customer id and go back to the search module... is that the only way or am I wrong? lg martin

1 0

RE: [otrs] Ticket selected for bulk action!
by Jack Doyle 09 Feb '05

09 Feb '05

Look in the Defaults.pm. There is an option in there somewhere. Can't remember what it's call right at the moment, but it's there. You can disable that popup. Just add the option to your Config.pm file when you find it. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Erling D. Andersen [mailto:e.d.andersen@mosek.com] Sent: Wednesday, February 09, 2005 3:19 AM To: User questions and discussions about OTRS. Subject: [otrs] Ticket selected for bulk action! Hi Every time we select a ticket for bulk action a small window pop up and says Ticket selected for bulk action Ok we find that rather annoying. Can we avoid that additional Window? Erling ************************************************************************* MOSEK ApS C/O Symbion Science Park Fruebjergvej 3, Boks 16 DK-2100 Copenhagen O Denmark Phone (work): +45 3917 9907 Mobile-phone: +45 2362 9520 Fax: +45 3917 9823 Email: e.d.andersen(a)mosek.com Homepage: http://erling.andersen.name http://www.mosek.com/homepages/e.d.andersen/ ************************************************************************* _______________________________________________ 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] Chaning To field in 'New Ticket' window
by Peter van Beugen 09 Feb '05

09 Feb '05

You will see the names of the queues of the queues in the groups you are a member of. So a queue is member of a group and an user is member of a group. An user (agent) will only see "his" queues in the TO field. So make new queues (A,B), make these queues member of a new group (X), make your users member of this new group (X) and these queues (A,B) will show up. Peter ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Andrew Whalen Verzonden: maandag 7 februari 2005 11:11 Aan: otrs(a)otrs.org Onderwerp: [otrs] Chaning To field in 'New Ticket' window Hello, I would like to change the 'To:' field in the New Ticket window. By default I see Junk, Misc, Postmaster, and Raw. I would like to delete these and make my own options. As I understand it these are the default queues in OTRS. Is there a way to change these? (I tried creating customer queues, but they didn't show up!) Thanks! Andrew Andrew Whalen CTO NetDialog bv Virtualizing Technology. http://www.netdialog.biz <http://www.netdialog.biz/>

4 8

"from" in answer
by bahmed_11 09 Feb '05

09 Feb '05

hi, i want to now if it's possible to get automaticly the email of the agent who is loged in and working on a ticket into the "from" field in the answer for the ticket. I know that the this field 'from" takes his value from the email entred in the queue settings. thanks in advance. ------------------------------------------ Faites un voeu et puis Voila ! www.voila.fr

1 0

Internal-email response sent to customer
by Jorick Astrego 09 Feb '05

09 Feb '05

We use OTRS for a while now and sometimes forward customer questions to other people in the organization. We use the type internal-email for this purpose so the internal communication doesn't show up when the customer logs in. The problem is now that when our people respond to these forwarded messages the auto responder sends a "thank you for your follow-up" message to the customer with the content of the internal e-mail. We would like to keep internal communications private, is there a way to configure otrs so no follow-up notices are sent for messages? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com

1 0

non-English characters display as junk
by Akbar S. Ahmed 08 Feb '05

08 Feb '05

Hi, Junk characters are displayed in the browser when ever an email is displayed that is non-English (such as Spanish or Chinese). I also get the following message even with English emails: "This message was written in a character set other than your own.If it is not displayed correctly" I have searched the web and think the solution is to switch from ISO-8559-1 to UTF-8. However, when I change the DefaultCharset in Defaults.pm I get the following error: Usage: Apache::RequestRec::BINMODE(r) at /opt/otrs//Kernel/System/Encode.pm line 229 1. Will switching to UTF-8 allow me to view Spanish, Chinese, etc. emails in OTRS? 2. If the answer to #1 is yes, what is the best way to go about changing from ISO-8559-1 to UTF-8? Namely, what do I need to change in OTRS and what in the database (MySQL)? Would it be better to use MySQL or PostgreSQL for UTF-8? Thanks in advance, I appreciate the help. Akbar BTW: I've been using OTRS for approx. 3 months and must say that it is an absolutely great product.

2 1

RE: [otrs] Time Accounting
by Pete McDonnell 08 Feb '05

08 Feb '05

Does anyone know how to fill the time_unit text entry field with a default value? I'll be setting the field to be mandatory soon and it would be a real pain in the neck if you had to click in the field every time (even if closing a ticket just after you replied or the like). I'd just like it to default to zero and the agent can change it if it's a billable action (closing a ticket in and of itself doesn't really take up enough time to count as a billable item) Any help would be great! Thanks! Love OTRS! - Pete McDonnell _____ From: Pete McDonnell Sent: Friday, February 04, 2005 10:53 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Time Accounting Is anyone using time accounting in the real world? Someone must... Are you using minutes or hours as the time unit? Any reports or queries that anyone can share for reporting using this data? - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Thursday, February 03, 2005 10:51 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Time Accounting Correction, both systems are not displaying the same behaviour. No fraction of a whole time unit is being stored. The decimal places are just zeroes. - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Thursday, February 03, 2005 10:44 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Time Accounting So I changed the time_accounting.time_unit field to decimal(4,2) and added the following to Kernel/Config.pm: $Self->{FrontendNeedAccountedTime} = 1; $Self->{TimeUnits} = ' (hours)'; The time is only getting recorded as an integer still though. IE if I enter 0.25 for the time unit field on a reply 0.00 gets stored in the DB. If I enter 1.25 1.00 gets stored in the DB. What else do I need to change? On my live 1.3.1 I only changed the time_accounting.time_unit field to decimal(4,2) and it stores the time properly. I did not modify the Config.pm with the above two lines on the production server. - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Tuesday, February 01, 2005 4:13 PM To: User questions and discussions about OTRS. Subject: [otrs] Time Accounting I dug up the following from an old 2003 post on this list. Just wondering if it'll still work the same on version 1.3.1 and newer versions? Still haven't upgraded the production server to 1.3.2. __SNIP__ You can set a config option to force time accounting ("$Self->{FrontendNeedAccountedTime} = 1;") and a option to defined the time format name (" $Self->{TimeUnits} = ' (work units)';") -=> e. g. "$Self->{TimeUnits} = ' (hours)';". __SNIP__ - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228 "What the large print giveth, the small print taketh away." - Anonymous

1 0

Default ticket lock
by Neil Walsh 08 Feb '05

08 Feb '05

Currently the default for OTRS is to lock a ticket after a followup. Is it possible to change this so that it isn't locked after a followup? Thanks, Neil

2 1

New user via LDAP and Permissions
by Mark Seamans 08 Feb '05

08 Feb '05

I have OTRS setup to get auth via Windows AD (LDAP). All works fine, except the user has no access to any queues because they are not in the Users group. How might I config OTRS so that when a new user is automatically created they are part of the users group? Thanks, Mark

2 1

AW: [otrs] RT to OTRS migration
by Kaiser Dr., Thomas (LfStaD) 08 Feb '05

08 Feb '05

Hello, We migrated about a year ago from RT to otrs 1.1. Unfortunately we haven't found any method for the migration of the database. Therefore we imported the backup of the emails from the RT-system by rereading the emails by the postmaster.pl/procmail mechanismen. Regards Thomas Thomas Kaiser -----Ursprüngliche Nachricht----- Von: Nuno Vieira [mailto:nuno.vieira@nfsi.pt] Gesendet: Samstag, 5. Februar 2005 21:07 An: otrs(a)otrs.org Betreff: [otrs] RT to OTRS migration Hello, We are migrating our TT system from RT to OTRS. Is there anybody outhere that already done that and has any nice script to migrate open tickets from RT to OTRS, and is willing to share it ? Regards, -- Nuno Vieira NFSi - Soluções Internet, Lda. Chief Technical Officer Office Phone : +351 244 145615 Mobile Phone : +351 91 6184656 General Phone : +351 244 145600 (ext. 15) Fax : +351 244 145601 _______________________________________________ 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

Customizing CustomerUser form
by martin hochreiter 08 Feb '05

08 Feb '05

Hi! I customized my CustomerUser form with new fields like 'companyname' in the myslq db. After a change in the Config.pm the field appears in the form - but I can only enter 50 character, not 170 as in the mysql db. How do I set that? lg

1 0

Newbie problems.
by Sebastien Routier 08 Feb '05

08 Feb '05

Hey guys I just installed a clean copy of otrs-1.3.2-01.tar.gz on Mandrake Linux 10.0 (2.6.3-7mdk) with: - apache2-2.0.48-6mdk - apache2-mod_perl-2.0.48_1.99_11-3mdk I get two weird problems. First, when I try to loging with 'root@localhost' on all browsers (IE, Opera, Netscape, and Firefox) I get and error saying "Redirection limit for this URL exceeded..." This occurs most of the time but not every time ?! Even if I increase the url redirection limit, it still craps out !? Found one thread on the Net "http://lists.otrs.org/pipermail/otrs/2004-July/005669.html" talking about this same problem. suggested to downgrade to "1.99_12", but since I had already a version below that I decided to upgrade to "1.99_16"..... Same problem?!? Any clues ... Second problem is that when I manage to login, OTRS' behavior is pretty erratic. When I click on a link it either does not change the page that I see or it show me a page on which I was a while ago, but rarely the page I really want to go on ?!?! Is OTRS hanted ?! Or did I FUBAR something again ?! FYI: Now I have apache2-2.0.50-7mdk apache2-mod_perl-2.0.50_1.99_16-1mdk on Mdk 10.0 and both problem remain. Any clues? -- ______________________________________________________ Thanks. /Sebast. ______________________________________________________

2 2

(no subject)
by Sander Rijken 07 Feb '05

07 Feb '05

Hello, Is there a simpler way to get to the closed tickets, besides using the "Search" method? I could imagine a filter on status in the queueview for instance. Is there something like this already, or should I submit a feature request for this? Greetz, -- Sander Rijken <sr(a)d-90.nl>

1 0

images not shown
by Atte André Jensen 07 Feb '05

07 Feb '05

Hi I just installed otrs (1.3.2p01-3) under debian/testing and the images/icons don't show in the web interface. I looked at the html generated by otrs and image links have sources like this: src="/otrs-web/images/Standard/exit.png" Isn't that wrong? Could it be I missed something during the (quite manual) setup or is there a way to fix this? Maybe make a symlink somewhere? Thanks in advance -- peace, love & harmony Atte http://www.atte.dk

2 3

Customer Fields - length
by martin hochreiter 07 Feb '05

07 Feb '05

Hi there! Where can I declare a field length of a customer field. e.g. I added the field company name to the mysql database, length 170 chars - edit the config.pm, but in the UserCustomer form, the field allows only 50 characters... lg Martin

1 0

FW: [otrs] Syslog Error on PostMasterPOP3
by Nigel Clarke 07 Feb '05

07 Feb '05

PostMasterPOP3.pl: Modification of a read-only value attempted at /usr/lib/perl5/5.8.5/i386-linux/Sys/Syslog.pm line 312. Still getting this error on some danish emails. It looks like the offending e-mail gets downloaded but not deleted from pop3 account. The download then fails. So I end up with lots of the offending e-mail and a backlog of emails on my pop account. Syslogger is syslog-ng. Database is MySQL. Does anybody have any suggestions? Regards, Nigel -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nigel Clarke Sent: Friday, 28 January 2005 10:14 AM To: otrs(a)otrs.org Subject: [otrs] Syslog Error on PostMasterPOP3 Hi, Received the following error when executing PostMasterPOP3.pl: Modification of a read-only value attempted at /usr/lib/perl5/5.8.5/i386-linux/Sys/Syslog.pm line 312. I removed the offending e-mail and process continued as normal. The e-mail seems to be a simple 3K, text no attachment e-mail. Language was Danish. Is this a problem with Syslog or OTRS? Regards, Nigel Clarke ____________________________ Mindpearl AG Information Technology Hythe House 200, Shepherds Bush Road, London W6 7NY Phone: +44 208 762 7505 Mobile: +44 776 423 2281 Telefax: +44 208 762 7766 Email: nclarke(a)mindpearl.com The information in this Internet eMail is confidential and may be legally privileged. It is intended solely for the addressee. Access by any other person to this Internet eMail is not authorized. If you are not the intended recipient, please delete this Internet eMail and please advise the sender immediately by reply eMail. Any disclosure of this Internet eMail or of the parties to it, any copying, distribution or any action taken or omitted to be taken in reliance on it is prohibited, and may be unlawful. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Mindpearl AG. The recipient should check this email and any attachments for the presence of viruses. Mindpearl AG accepts no liability for any damage caused by any virus transmitted by this eMail. _______________________________________________ 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] Opening a ticket with the Agent interface?
by Peter van Beugen 07 Feb '05

07 Feb '05

Yes, (of course) you can! You don't need the "Customer" option at all (I don't use it....) My "customer" just send an e-mail to OTRS (= e-mail address which OTRS POPs) OTRS creates a ticket (and sends an auto-reply if you want) My agents handle the tickets (and can also create a new ticket with the "New Ticket" option) So you only have to create User accounts for the agents that are responding to tickets (and is very easy to use for internal ticketing). Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Nick Bright Verzonden: donderdag 3 februari 2005 16:43 Aan: otrs(a)otrs.org Onderwerp: [otrs] Opening a ticket with the Agent interface? Is it possible to open a ticket with the Agent interface (in otherwords, not use the "Customer" user interface at all)? The way we are trying to use this is for internal ticketing, with eventual escalation to other agents. There's an option when creating new users for the screen to go to after creating a new ticket, the options are "New Ticket" or "Ticket Zoom"; so it seems like it's possible for new tickets to be created by the agents - I just sure don't see where. -- - Nick Bright Terraworld, Inc http://home.terraworld.net | 888-332-1616 _______________________________________________ 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 4

Chaning To field in 'New Ticket' window
by Andrew Whalen 07 Feb '05

07 Feb '05

Hello, I would like to change the 'To:' field in the New Ticket window. By default I see Junk, Misc, Postmaster, and Raw. I would like to delete these and make my own options. As I understand it these are the default queues in OTRS. Is there a way to change these? (I tried creating customer queues, but they didn't show up!) Thanks! Andrew Andrew Whalen CTO NetDialog bv Virtualizing Technology. http://www.netdialog.biz <http://www.netdialog.biz/>

1 0

(2nd Posting) Automatic "From" in new Ticket
by Mark Seamans 06 Feb '05

06 Feb '05

Hi all! I have OTRS configured to accept login from my Windows AD (LDAP) which is working great. However when creating a ticket (phone-ticket) the "From" Field must be populated (of course since OTRS is based heavily on email transactions). I am wanting so when user "Irene Swallow iswallow(a)xyz.com" logs in and creates a ticket, she does not have to search for herself to populate the "From" Field. (She gets confused...searching for herself can blow an hour real quick). Ideally, I would like otrs to grab the user email automatically. Thanks for the input. Mark

1 0

RT to OTRS migration
by Nuno Vieira 05 Feb '05

05 Feb '05

Hello, We are migrating our TT system from RT to OTRS. Is there anybody outhere that already done that and has any nice script to migrate open tickets from RT to OTRS, and is willing to share it ? Regards, -- Nuno Vieira NFSi - Soluções Internet, Lda. Chief Technical Officer Office Phone : +351 244 145615 Mobile Phone : +351 91 6184656 General Phone : +351 244 145600 (ext. 15) Fax : +351 244 145601

1 0

Answering non-English emails
by Akbar S. Ahmed 04 Feb '05

04 Feb '05

Hi, I had asked this question previously but did not receive a response. Is it possible to use OTRS to answer non-English emails? For example, how do you configure OTRS to enable an agent to response to emails written in Spanish? Thank, Akbar

2 2

RE: [otrs] OTRS 1.3.2 on SuSE 9.2
by Pete McDonnell 04 Feb '05

04 Feb '05

What version of mod_perl are you using, Martin? - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: martin hochreiter [mailto:linuxbox@wavenet.at] > Sent: Thursday, February 03, 2005 9:20 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] OTRS 1.3.2 on SuSE 9.2 > > Yes, I'm using mod_perl. There is a bug when installing via > Yast - the module is not written into the > /etc/sysconfig/apache2 and so apache2 is actually not really > configured with mod_perl. > That was the only 'problem' I got during OTRS / Apache2 setup > > lg > > >Mod_perl included with 9.2 appears not to have > Apache::Registry installed. > >If I start the cpan shell and attempt to install that module > from cpan > >it asks for the apache source tree. If I point it to the > >/usr/src..../apache path after installing the apache2 source rpm it > >states that mod_perl 1.99 is only for apache v1.x. > > > >Are you using mod_perl or just cgi-bin mode of running otrs? > > > >- Pete McDonnell > > Manager, Technical Services > > Hip Interactive > > > > > > > > > >>-----Original Message----- > >>From: martin hochreiter [mailto:linuxbox@wavenet.at] > >>Sent: Thursday, February 03, 2005 2:33 AM > >>To: User questions and discussions about OTRS. > >>Subject: Re: [otrs] OTRS 1.3.2 on SuSE 9.2 > >> > >>Hi Peter! > >> > >>I don't know what exactly your configuration looks like, but I'm > >>running the testing enviroment and the production > enviroment of OTRS > >>1.3.2 on standard SuSE 9.2. > >> > >>What problems occure while running on SuSE 9.2? > >> > >>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/ > >> > >> > >> > >_______________________________________________ > >OTRS mailing list: otrs - Webpage: http://otrs.org/ > >Archive: http://lists.otrs.org/pipermail/otrs > >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >Support oder Consulting für Ihr OTRS System? > >=http://www.otrs.de/ > > > > > > > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

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RE: [otrs] Time Accounting
by Pete McDonnell 04 Feb '05

04 Feb '05

It seems as though if I comment out the following line (3209) in /opt/otrs/Kernel/System/Ticket.pm that the full value of the ticket gets stored. I'll have to do some testing to see what happens if I enter a value with too many decimal places etc. The line commented out is: # $TimeUnit = int{$TimeUnit}; Might this break something else that I might not be aware of? - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Gerold Gruber [mailto:Gerold.Gruber@edv2g.de] > Sent: Friday, February 04, 2005 11:11 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Time Accounting > > In the installation I'm involved in we also use minutes > (integer) as time units. > At the end of the month a aggregate my units per ticket into > a list and add this as appendix to my invoice, 'cause I get > paid for handling tickets in this case. > > So I'm also 'raw' on the database: > select tn, customer_id, sum (time_unit) from time_accounting > ta , ticket t where ta.ticket_id = t.id and ta.create_by = 5 > and (ta.create_time >= > '2005-01-01 00:00:00') and (ta.create_time < '2005-02-01 > 00:00:00') group by tn, customer_id order by tn; > > 5 is just my user id > > Hth > > Gerold > > _______________________________________________ > 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] Time Accounting
by Pete McDonnell 04 Feb '05

04 Feb '05

Is anyone using time accounting in the real world? Someone must... Are you using minutes or hours as the time unit? Any reports or queries that anyone can share for reporting using this data? - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Thursday, February 03, 2005 10:51 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Time Accounting Correction, both systems are not displaying the same behaviour. No fraction of a whole time unit is being stored. The decimal places are just zeroes. - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Thursday, February 03, 2005 10:44 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Time Accounting So I changed the time_accounting.time_unit field to decimal(4,2) and added the following to Kernel/Config.pm: $Self->{FrontendNeedAccountedTime} = 1; $Self->{TimeUnits} = ' (hours)'; The time is only getting recorded as an integer still though. IE if I enter 0.25 for the time unit field on a reply 0.00 gets stored in the DB. If I enter 1.25 1.00 gets stored in the DB. What else do I need to change? On my live 1.3.1 I only changed the time_accounting.time_unit field to decimal(4,2) and it stores the time properly. I did not modify the Config.pm with the above two lines on the production server. - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Tuesday, February 01, 2005 4:13 PM To: User questions and discussions about OTRS. Subject: [otrs] Time Accounting I dug up the following from an old 2003 post on this list. Just wondering if it'll still work the same on version 1.3.1 and newer versions? Still haven't upgraded the production server to 1.3.2. __SNIP__ You can set a config option to force time accounting ("$Self->{FrontendNeedAccountedTime} = 1;") and a option to defined the time format name (" $Self->{TimeUnits} = ' (work units)';") -=> e. g. "$Self->{TimeUnits} = ' (hours)';". __SNIP__ - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228 "What the large print giveth, the small print taketh away." - Anonymous

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RE: [otrs] Time Accounting
by Pete McDonnell 04 Feb '05

04 Feb '05

Thanks Harald! As mentioned before, I'd prefer to store the units as hours, and have changed the time_unit field in the time_accounting table to fload(4,2) as per the note in the TODO file. But alas the fractional time unit entered in the interface winds up getting stored as an integer. I think there must be a variable in the code somewhere declared as an integer which is killing the decimal places before they reach the database. I'm having trouble locating it as I'm not a programmer and completely foreign to perl. - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Harald Paterek [mailto:harald.paterek@moniforce.com] > Sent: Friday, February 04, 2005 11:00 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Time Accounting > > I am using this. We are using minutes. But you can use > whatever you like. Our time registration package uses 15 > minutes as the smallest resolution, so you could use that as > your work unit. I am using the time accounting to fill in the > time registration at the end of the week. I use this query on > the database for that. > > select > s.login,date_format(t.create_time,'%v-%x'),date_format(t.creat > e_time,'%a > %d %b %y'), ti.customer_user_id, a.a_subject, t.time_unit, > ti.tn, a.a_body from system_user s, time_accounting t, > article a, ticket ti where t.create_by=s.id and > t.article_id=a.id and t.ticket_id=ti.id and > date_format(t.create_time,'%v-%x')='02-2005' > ORDER BY s.login, t.create_time > > I have not figured out how to build this query into the stats > interface so that I can select the week I want to see the time for. > > Kind regards, > > Harald Paterek > > Pete McDonnell wrote: > > > Is anyone using time accounting in the real world? Someone > must... Are > > you using minutes or hours as the time unit? > > Any reports or queries that anyone can share for reporting > using this > > data? > > - Pete McDonnell > > Manager, Technical Services > > Hip Interactive > > > > > -------------------------------------------------------------- > ---------- > > *From:* Pete McDonnell > > *Sent:* Thursday, February 03, 2005 10:51 AM > > *To:* User questions and discussions about OTRS. > > *Subject:* RE: [otrs] Time Accounting > > > > Correction, both systems are not displaying the same > behaviour. No > > fraction of a whole time unit is being stored. The > decimal places > > are just zeroes. > > - Pete McDonnell > > Manager, Technical Services > > Hip Interactive > > > > > -------------------------------------------------------------- > ---------- > > *From:* Pete McDonnell > > *Sent:* Thursday, February 03, 2005 10:44 AM > > *To:* User questions and discussions about OTRS. > > *Subject:* RE: [otrs] Time Accounting > > > > So I changed the time_accounting.time_unit field to > > decimal(4,2) and added the following to Kernel/Config.pm: > > $Self->{FrontendNeedAccountedTime} = 1; > > $Self->{TimeUnits} = ' (hours)'; > > The time is only getting recorded as an integer > still though. > > IE if I enter 0.25 for the time unit field on a reply 0.00 > > gets stored in the DB. If I enter 1.25 1.00 gets > stored in the DB. > > What else do I need to change? On my live 1.3.1 I > only changed > > the time_accounting.time_unit field to decimal(4,2) and it > > stores the time properly. I did not modify the > Config.pm with > > the above two lines on the production server. > > - Pete McDonnell > > Manager, Technical Services > > Hip Interactive > > > > > -------------------------------------------------------------- > ---------- > > *From:* Pete McDonnell > > *Sent:* Tuesday, February 01, 2005 4:13 PM > > *To:* User questions and discussions about OTRS. > > *Subject:* [otrs] Time Accounting > > > > I dug up the following from an old 2003 post on > this list. > > Just wondering if it'll still work the same on version > > 1.3.1 and newer versions? Still haven't upgraded the > > production server to 1.3.2. > > __SNIP__ > > /You can set a config option to force time accounting > > ("$Self->{FrontendNeedAccountedTime} = 1;") and a option > > to defined the time > > format name (" $Self->{TimeUnits} = ' (work > units)';") -=> > > e. g. > > "$Self->{TimeUnits} = ' (hours)';"./ > > __SNIP__ > > > > - Pete McDonnell > > Manager, Technical Services > > Hip Interactive > > Phone: (519) 272-0234 x228 > > /"What the large print giveth, the small print taketh > > away." - Anonymous/ > > > >------------------------------------------------------------- > ---------- > >- > > > >_______________________________________________ > >OTRS mailing list: otrs - Webpage: http://otrs.org/ > >Archive: http://lists.otrs.org/pipermail/otrs > >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >Support oder Consulting für Ihr OTRS System? > >=> http://www.otrs.de/ > > > > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

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charset
by Didier Gehéniau 04 Feb '05

04 Feb '05

Hi all, I can not display special characters in otrs. Whith both the iso and the utf-8 setting i always see strange characters instead of fi. é or ü. Any solution? Regards, Didier

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Change Ticket status
by martin hochreiter 04 Feb '05

04 Feb '05

Hi there! Is it possible to change the status of a ticket without generating a message - just change the ticket from 'assigned' to 'work in progress'

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Can't Bulk Action!
by Doug Hall 04 Feb '05

04 Feb '05

Whilst you have the ""[ Ticket escalation! ]"" ""Please answer this ticket(s) to get back to the normal queue view!"" open, you can't do bulk actions on the tickets.. ********************************************************************** 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 **********************************************************************

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remote mysql server
by Xavier Fustero 03 Feb '05

03 Feb '05

Hi, has someone configured otrs to use an external mysql server? I can only make it working with a local mysql server. I tried to play a little bit with the file Config.pm to add a port number but I didn't success. Is this possible? Thanks, Xavi bash] grep mysql Kernel/Config.pm # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; -- Xavier Fustero Benavent Work: +44(0)1223 494664 Systems Unix Administrator Fax: +44(0)1223 494468 EMBL-European Bioinformatics Institute (EBI). Wellcome Trust Genome Campus

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RE: [otrs] Time Accounting
by Pete McDonnell 03 Feb '05

03 Feb '05

Correction, both systems are not displaying the same behaviour. No fraction of a whole time unit is being stored. The decimal places are just zeroes. - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Thursday, February 03, 2005 10:44 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Time Accounting So I changed the time_accounting.time_unit field to decimal(4,2) and added the following to Kernel/Config.pm: $Self->{FrontendNeedAccountedTime} = 1; $Self->{TimeUnits} = ' (hours)'; The time is only getting recorded as an integer still though. IE if I enter 0.25 for the time unit field on a reply 0.00 gets stored in the DB. If I enter 1.25 1.00 gets stored in the DB. What else do I need to change? On my live 1.3.1 I only changed the time_accounting.time_unit field to decimal(4,2) and it stores the time properly. I did not modify the Config.pm with the above two lines on the production server. - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Tuesday, February 01, 2005 4:13 PM To: User questions and discussions about OTRS. Subject: [otrs] Time Accounting I dug up the following from an old 2003 post on this list. Just wondering if it'll still work the same on version 1.3.1 and newer versions? Still haven't upgraded the production server to 1.3.2. __SNIP__ You can set a config option to force time accounting ("$Self->{FrontendNeedAccountedTime} = 1;") and a option to defined the time format name (" $Self->{TimeUnits} = ' (work units)';") -=> e. g. "$Self->{TimeUnits} = ' (hours)';". __SNIP__ - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228 "What the large print giveth, the small print taketh away." - Anonymous

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RE: [otrs] Time Accounting
by Pete McDonnell 03 Feb '05

03 Feb '05

So I changed the time_accounting.time_unit field to decimal(4,2) and added the following to Kernel/Config.pm: $Self->{FrontendNeedAccountedTime} = 1; $Self->{TimeUnits} = ' (hours)'; The time is only getting recorded as an integer still though. IE if I enter 0.25 for the time unit field on a reply 0.00 gets stored in the DB. If I enter 1.25 1.00 gets stored in the DB. What else do I need to change? On my live 1.3.1 I only changed the time_accounting.time_unit field to decimal(4,2) and it stores the time properly. I did not modify the Config.pm with the above two lines on the production server. - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Tuesday, February 01, 2005 4:13 PM To: User questions and discussions about OTRS. Subject: [otrs] Time Accounting I dug up the following from an old 2003 post on this list. Just wondering if it'll still work the same on version 1.3.1 and newer versions? Still haven't upgraded the production server to 1.3.2. __SNIP__ You can set a config option to force time accounting ("$Self->{FrontendNeedAccountedTime} = 1;") and a option to defined the time format name (" $Self->{TimeUnits} = ' (work units)';") -=> e. g. "$Self->{TimeUnits} = ' (hours)';". __SNIP__ - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228 "What the large print giveth, the small print taketh away." - Anonymous

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Opening a ticket with the Agent interface?
by Nick Bright 03 Feb '05

03 Feb '05

Is it possible to open a ticket with the Agent interface (in otherwords, not use the "Customer" user interface at all)? The way we are trying to use this is for internal ticketing, with eventual escalation to other agents. There's an option when creating new users for the screen to go to after creating a new ticket, the options are "New Ticket" or "Ticket Zoom"; so it seems like it's possible for new tickets to be created by the agents - I just sure don't see where. -- - Nick Bright Terraworld, Inc http://home.terraworld.net | 888-332-1616

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multiple otrs installs {Scanned}
by otrs＠mlsis.co.uk 03 Feb '05

03 Feb '05

hi can anyone help me with this or is it even posible? I want to run OTRS on a multiple virtual servers, is there a way to install otrs so that the bulk of the code is comon accross each OTRS virtualserver, and only the config file is diferant? there apears to be the ability to do this with the number setting to make each install seperate, but i cant find any info on how to actaully do this :( i would like to keep all the seperate otrs servers within the same database (these are only going to be handling a small number of requests each) but i cant have one virtual server seeing the data from another. after i installed otrs for the first time, i already had a database setup with the corect dbname and user/password, but the online install script wouldnt let me procede without deleteing the old database and recreating it, so how would i setup any new virtual servers, to use the same database without affecting the data from other OTRS virtual servers? any help would be great thanks in advance Matt Lowe -- This message has been scanned for viruses and dangerous content by the www.ms.mlsis.co.uk MailScanner, and is believed to be clean. Please contact ms(a)ms.mlsis.co.uk for support.

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RE: Ghost Tickets
by Maher, John 03 Feb '05

03 Feb '05

Gerold: Thanks for your response. The links have been fixed (I was home sick yesterday and didn't check the links before I sent out the initial email: my apologies): http://www.bol.ucla.edu/~jmaher/otrsIssue/index.html As far as upgrading goes, I'm more concerned with the cause of the problem, and I have nothing to indicate that it's specific to the version I'm running. Unfortunately we're in the middle of a major upgrade to our infrastructure that's impacting over 50,000 users and right now I just need to know what the problem is: I'm not in a position where I can afford to upgrade the application and have the problem continue. My hunch is that it has something to do with how OTRS is interfacing with the data. Once again, any assistance in figuring out where the tickets went and how to get them to show up in the UI would be greatly appreciated. Thanks again, John Maher | BOL Coordinator | jmaher(a)cts.ucla.edu

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RE: [otrs] OTRS 1.3.2 on SuSE 9.2
by Pete McDonnell 03 Feb '05

03 Feb '05

Yast adds the mod_perl module line in /etc/sysconfig/apache2. I get the following error: [Wed Feb 02 13:50:10 2005] [error] Can't locate Apache/Registry.pm in @INC (@INC contains: /srv/www/perl-lib ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/li b/perl5/5.8.5/i586-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_p erl/5.8.5/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/ site_perl /usr/lib/perl5/vendor_perl/5.8.5/i586-linux-thread-multi /usr/lib/perl 5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl . /srv/www/ /srv/www/lib/perl) at (eval 85) line 3.\n [Wed Feb 02 13:50:10 2005] [error] Can't load Perl module Apache::Registry for s erver test:0, exiting... - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: martin hochreiter [mailto:linuxbox@wavenet.at] > Sent: Thursday, February 03, 2005 9:20 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] OTRS 1.3.2 on SuSE 9.2 > > Yes, I'm using mod_perl. There is a bug when installing via > Yast - the module is not written into the > /etc/sysconfig/apache2 and so apache2 is actually not really > configured with mod_perl. > That was the only 'problem' I got during OTRS / Apache2 setup > > lg > > >Mod_perl included with 9.2 appears not to have > Apache::Registry installed. > >If I start the cpan shell and attempt to install that module > from cpan > >it asks for the apache source tree. If I point it to the > >/usr/src..../apache path after installing the apache2 source rpm it > >states that mod_perl 1.99 is only for apache v1.x. > > > >Are you using mod_perl or just cgi-bin mode of running otrs? > > > >- Pete McDonnell > > Manager, Technical Services > > Hip Interactive > > > > > > > > > >>-----Original Message----- > >>From: martin hochreiter [mailto:linuxbox@wavenet.at] > >>Sent: Thursday, February 03, 2005 2:33 AM > >>To: User questions and discussions about OTRS. > >>Subject: Re: [otrs] OTRS 1.3.2 on SuSE 9.2 > >> > >>Hi Peter! > >> > >>I don't know what exactly your configuration looks like, but I'm > >>running the testing enviroment and the production > enviroment of OTRS > >>1.3.2 on standard SuSE 9.2. > >> > >>What problems occure while running on SuSE 9.2? > >> > >>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/ > >> > >> > >> > >_______________________________________________ > >OTRS mailing list: otrs - Webpage: http://otrs.org/ > >Archive: http://lists.otrs.org/pipermail/otrs > >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > >Support oder Consulting für Ihr OTRS System? > >=http://www.otrs.de/ > > > > > > > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

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RE: [otrs] OTRS 1.3.2 on SuSE 9.2
by Pete McDonnell 03 Feb '05

03 Feb '05

Mod_perl included with 9.2 appears not to have Apache::Registry installed. If I start the cpan shell and attempt to install that module from cpan it asks for the apache source tree. If I point it to the /usr/src..../apache path after installing the apache2 source rpm it states that mod_perl 1.99 is only for apache v1.x. Are you using mod_perl or just cgi-bin mode of running otrs? - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: martin hochreiter [mailto:linuxbox@wavenet.at] > Sent: Thursday, February 03, 2005 2:33 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] OTRS 1.3.2 on SuSE 9.2 > > Hi Peter! > > I don't know what exactly your configuration looks like, but > I'm running the testing enviroment and the production > enviroment of OTRS 1.3.2 on standard SuSE 9.2. > > What problems occure while running on SuSE 9.2? > > 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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OTRS load balancing / redundancy question
by Ben Gras 03 Feb '05

03 Feb '05

All, Is it OK to run OTRS on more than one machine to the same database at the same time, for load balancing / redundancy? Or is there some local state or another assumption that will break this. I noticed the 'sessions' directory in OTRS.. Thanks for any answers. =Ben

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Re: [otrs] is it possible to ignore e-mail where the otrs
by Jorick Astrego 03 Feb '05

03 Feb '05

Hi Alex, it works like a charm! thank you very much. Regards, Jorick Astrego >Date: Wed, 2 Feb 2005 14:03:10 +0300 >From: Alex <alexander.k(a)spymac.com> >Subject: Re: [otrs] is it possible to ignore e-mail where the otrs > address is in the cc: field? >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Message-ID: <638075416.20050202140310(a)spymac.com> >Content-Type: text/plain; charset=ISO-8859-1 > >Hello Jorick, > >Sunday, January 2, 2005, 12:20:13 PM, you wrote: > >> We have OTRS setup to receive messageson a specific address and >> create new tickets when people mail to it. Someof our customers have >> the habit of including the helpdesk mail-addressin the CC: field >> when the mail to a specific person in our organization.This causes >> tickets to be created that we do not want in our helpdesk system. >> Is there a parameter in the Config.pmto respond only to the to: >> address or do we need to filter theseon the mailserver? > I think you should create a Postmaster filter and there match CC > with @yourdomain.com and set X-OTRS-Ignore to Yes. > >-- >Best regards, > Alex

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locked tickets visible
by Anne-Mie Vandermeeren 03 Feb '05

03 Feb '05

Hi, I want to keep locked tickets visible in the queue (e.g. other colour), so that collegue-agents know who's working on what problem. Is there a way to do that? Anne-Mie

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OTRS 1.3.2 on SuSE 9.2
by Pete McDonnell 03 Feb '05

03 Feb '05

How many people have successfully gotten OTRS 1.3.2 running on SuSE 9.2 with the stock apache2? I've tried on two different machines. The issues I keep running into are: mod_perl issues (missing Apache::Registry or unresolved symbol issues) mod_perl for apache2 seems to still be somewhat unstable (?) no stock SuSE apache 1.3.x available to revert back to. It just seems like one headache after another. I think my last resort is to completely uninstall the SuSE perl, mod_perl, apache2 and related items and download, compile and install each one from scratch. Obviously I'd prefer to get some input from other users that I'm sure have come up against similar issues. Is there going to be a 1.3.2 RPM for SuSE9.2? - Pete McDonnell "What the large print giveth, the small print taketh away." - Anonymous

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Win32 POP problem
by Cameron Steinman 03 Feb '05

03 Feb '05

Hello all, I have just installed OTRS on a WinXP machine and for some reason it is not executing PostMasterPOP3.pl in order to POP email from my email server (at least that is what I am able to understand via the cron log file). As is common in WinXP, I have not even gotten a window asking me if I should allow PostMasterPOP3.pl to run (i.e. it seems to me that it is not even being called). The only programs that seem the be executing at this point are GenericAgent.pl and PendingJobs.pl. Also, if it has any influence, I am running dynamic DNS (which I will expect to create issues, but not at this early stage). Sorry if this is a redundent question but my review of the archives has turned up very little on this topic. Thanks in advance, Cameron.

1 1

What is the latest version for Windows
by Adler Eliacin 02 Feb '05

02 Feb '05

Hi Guys and Girls, Do you now what the latest version of ORTS for win32? Our apache server is juicing our CPU, how can I solve this problem? Thanks, Ace

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multiple LDAP Servers
by Gerold Wirnitzer 02 Feb '05

02 Feb '05

hi, thanks a lot for your quick response. i´m not a real perl geek, could you please give me a example how to setting up two ldap servers in the Config.pm. thanks -Gerold _____ Gerold Wirnitzer Systemadministrator DERI - Digital Enterprise Research <http://www.deri.org/> Institute Institute for Computer Science University of Innsbruck Technikerstrasse 21a 6020 Innsbruck Phone: +43 - 512 - 507 - 6487 Fax: + 43 - 512 - 507 - 9872 Email: <mailto:gerold.wirnitzer@deri.org> mailto:gerold.wirnitzer@deri.org Private Web <http://www.wirnitzer.at/> http://www.wirnitzer.at _____

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SLAAge
by Raul Santamaria 02 Feb '05

02 Feb '05

Hi, Does somebody knows the use of SLAAge? I've seen it commented out in the code, and I wonder if I can use it to control Ticket SLA times... Thank you. Raul Santamaria

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webtickets and owner
by Alex 02 Feb '05

02 Feb '05

Hello otrs, I made a test web form for posting tickets through web. The problem is that for these tickets owner set incorrectly. For example, I have agent1 with new ticket notification option and queue Technical Support. When I post a ticket, owner for that ticket is always admin( ex. root@localhost). However, agent1 got notification about new ticket. For tickets I set the following lines in email header: X-OTRS-SenderType: customer X-OTRS-ArticleType: webrequest X-OTRS-Queue: Technical Support What's wrong and why I have wrong owner? Thanks. -- Best regards, Alex

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R: [otrs] multiple LDAP Servers
by ATosi＠oki.it 02 Feb '05

02 Feb '05

I have the same problem, many test but no solution yet Ciao AleX -----Messaggio originale----- Da: Gerold Wirnitzer [mailto:gerold.wirnitzer@deri.org] Inviato: martedì 1 febbraio 2005 18.22 A: otrs(a)otrs.org Oggetto: [otrs] multiple LDAP Servers is it possible to use more (two) LDAP Servers to authenticate customers. i have tried it with: $Self->{CustomerUser1} = ... $Self->{CustomerUser2} = ... but that settings didn´t allow to authenticate Users from the second LDAP Server. any ideas? thanks -gery

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is it possible to ignore e-mail where the otrs address is in the cc: field?
by Jorick Astrego 02 Feb '05

02 Feb '05

Hi, We have OTRS setup to receive messages on a specific address and create new tickets when people mail to it. Some of our customers have the habit of including the helpdesk mail-address in the CC: field when the mail to a specific person in our organization. This causes tickets to be created that we do not want in our helpdesk system. Is there a parameter in the Config.pm to respond only to the to: address or do we need to filter these on the mailserver? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com

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Automatic "From" in new Ticket
by Mark Seamans 01 Feb '05

01 Feb '05

Hi all! I have OTRS configured to accept login from my Windows AD (LDAP) which is working great. However when creating a ticket (phone-ticket) the "From" Field must be populated (of course since OTRS is based heavily on email transactions). I am wanting so when user "Irene Swallow iswallow(a)xyz.com" logs in and creates a ticket, she does not have to search for herself to populate the "From" Field. (She gets confused...searching for herself can blow an hour real quick). Ideally, I would like otrs to grab the user email automatically. Thanks for the input. Mark

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Time Accounting
by Pete McDonnell 01 Feb '05

01 Feb '05

I dug up the following from an old 2003 post on this list. Just wondering if it'll still work the same on version 1.3.1 and newer versions? Still haven't upgraded the production server to 1.3.2. __SNIP__ You can set a config option to force time accounting ("$Self->{FrontendNeedAccountedTime} = 1;") and a option to defined the time format name (" $Self->{TimeUnits} = ' (work units)';") -=> e. g. "$Self->{TimeUnits} = ' (hours)';". __SNIP__ - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228 "What the large print giveth, the small print taketh away." - Anonymous

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multiple LDAP Servers
by Gerold Wirnitzer 01 Feb '05

01 Feb '05

is it possible to use more (two) LDAP Servers to authenticate customers. i have tried it with: $Self->{CustomerUser1} = ... $Self->{CustomerUser2} = ... but that settings didn´t allow to authenticate Users from the second LDAP Server. any ideas? thanks -gery

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Ghost Tickets
by Maher, John 01 Feb '05

01 Feb '05

I have put a webpage up with screenshots that will hopefully better illustrate the problem I'm trying to describe: we've had this occur before but not like this, and unfortunately this has stopped our ability to process tickets, so any assistance in this matter would be greatly appreciated. http://www.bol.ucla.edu/~jmaher/otrsIssue/index.html Problem #1: Our main queue, "Consult" shows 30 "Tickets available", but only 1 under "All Tickets". Problem #2: The queue is displaying 3 pages as if OTRS were trying to display the 30 tickets. Clicking on these pages shows that no tickets are being drawn so none can be seen. Assuming that it might have something to do with locking, I set the unlock timeout to 30 minutes, and the escalation time to 60 minutes hoping that this would unlock and then force escalation on the 30 "Ghost" tickets, but nothing has happened, which is especially interesting as I have 3 locked tickets, which should have unlocked by now but haven't. We are running OTRS 1.2.2 Any help would be appreciated: the boss is upset and OTRS is unusable until we solve this problem. THANKS! John Maher | BOL Coordinator | jmaher(a)cts.ucla.edu

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RE: [otrs] Need informations before installing OTRS
by Peter van Beugen 01 Feb '05

01 Feb '05

I did not totally understand your question but OTRS is 100% web-based, so it doesn't matter where the physical location of the server is. Just arrange that is it reachable over the internet. Anyone with the right username/password can login as administrator....from everywhere. Peter ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Martineau Michael Verzonden: dinsdag 1 februari 2005 11:30 Aan: 'otrs(a)otrs.org' Onderwerp: [otrs] Need informations before installing OTRS Hi, We are very interested in the OTRS product but before we install it in our company, I have got a few questions for you: 1) We would like to use OTRS in an unusual way: we'll install the software and have the service provider to connect in the computer: the client doesn't connect in the provider's computer anymore, it works the other way round.Is it possible to use OTRS this way? 2) In that schema, is it possible for the client (us), to be system administrator anyway? 3) Do you know of any company using OTRS that way? If so, do you have any feedback? Thank you all for your help. Michaël MARTINEAU - Responsable Service Projets ------------------------------------------------------------ France-examen - Direction de la Production - Groupe PROSODIE Tel. : +33 (0)1 46 84 12 46 / Fax : +33 (0)1 46 84 02 02 E-mail : mmartineau(a)france-examen.fr 150, rue Galliéni - 92100 Boulogne-Billancourt ------------------------------------------------------------ www.france-examen.com <http://www.france-examen.com/>

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Need informations before installing OTRS
by Martineau Michael 01 Feb '05

01 Feb '05

Hi,<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /> We are very interested in the OTRS product but before we install it in our company, I have got a few questions for you: 1) We would like to use OTRS in an unusual way: we'll install the software and have the service provider to connect in the computer: the client doesn't connect in the provider's computer anymore, it works the other way round.Is it possible to use OTRS this way? 2) In that schema, is it possible for the client (us), to be system administrator anyway? 3) Do you know of any company using OTRS that way? If so, do you have any feedback? Thank you all for your help. Michaël MARTINEAU - Responsable Service Projets ------------------------------------------------------------ France-examen - Direction de la Production - Groupe PROSODIE Tel. : +33 (0)1 46 84 12 46 / Fax : +33 (0)1 46 84 02 02 E-mail : mmartineau(a)france-examen.fr <mailto:mmartineau@france-examen.fr> 150, rue Galliéni - 92100 Boulogne-Billancourt ------------------------------------------------------------ <http://www.france-examen.com/> www.france-examen.com

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search for tickets closed today
by Anne-Mie Vandermeeren 01 Feb '05

01 Feb '05

Hi, How do I search for tickets that were closed on a certain day. I can only use the creation date in the search window, not the close date. Anne-Mie

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Default owner for queue
by Nav Dhunay 01 Feb '05

01 Feb '05

Right now, when tickets come into our Incoming queue, they are assigned a default owner. That owner happens to be me. How do you set/change the default owner for a queue? Nav

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RE: [otrs] Procedure for upgrading OTRS from source?
by Peter van Beugen 01 Feb '05

01 Feb '05

OTRS upgrade 1.2.4 -> 1.3.2 RedHat 9 Backing up the MySQL data should not be a problem: you can simply copy the complete MySQL OTRS data directory including all the data (.MYD files) to another directory. You should backup you data on a daily bases: make a cron job for the mysqldump command (see http://dev.mysql.com/doc/mysql/en/mysqldump.html) It's very easy and should not be a problem. I'm not a Linux expert, but this is simple and powerful. I assume you have downloaded the new 1.3.2 OTRS RH8 rpm. 1. stop all services ("service otrs stop") 2. backup everything (I did not need the backup files at all, but you never know....) : OTRS is in /opt/otrs. Copy the complete directory structure (I did this with Midnight Commander (mc) utility) to f.i. /otrs124 3. backup MySQL data (/var/lib/mysql/otrs/*.MYD files) 4. install the new RPM (rpm -ivh --force otrsxxxxxx.rpm) I had to use --force so all the old files were rewritten, when I didn't I got a lot of error messages) 5. update the database changes with: MySQL: cat /opt/otrs/scripts/DBUpdate-to-x.y.mysql.sql | mysql -p -f -u root otrs 6. execute (from /bin !!) /opt/otrs/bin/SetPermissions.sh otrs apache apache apache apache 7. I changed in /etc/sysconfig/otrs the OTRS_DB_RUNNING=1 to =0 because on RH the mysqld check does not work properly 8. restart the services: service httpd restart service mysql start service otrs start this did the job for me :-) regards, Peter ________________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Cobb Verzonden: zaterdag 22 januari 2005 18:25 Aan: User questions and discussions about OTRS. Onderwerp: Re: [otrs] Procedure for upgrading OTRS from source? If you could provide me with a step-by-step of what you did, I would really appreciate it. Mainly, I'm concerned with backing up the databases and converting them, as I haven't had luck with backing up mysql db's before. Peter van Beugen wrote: Already solved or do you need extra explanation? I also did an upgrade on RH9 from 1.2.4 to 1.3.2 a few months ago. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens shar0119(a)yahoo.com Verzonden: donderdag 20 januari 2005 8:14 Aan: User questions and discussions about OTRS. Onderwerp: Re: [otrs] Procedure for upgrading OTRS from source? I think you can just download the latest RPM and update it. Chris --- Cobb <cobbjb1(a)cox.net> wrote: Can anyone help out with this? Cobb wrote: Can anyone tell me how to upgrade from OTRS 1.2 to 1.3 from source? Consider it's installed in /opt/otrs on a RH9 system. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ 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/ __________________________________ Do you Yahoo!? The all-new My Yahoo! - What will yours do? http://my.yahoo.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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Change Management
by Brian Erdelyi 01 Feb '05

01 Feb '05

Has anyone been using OTRS for change management or non-IT related purposes? __________________________________ Do you Yahoo!? All your favorites on one personal page � Try My Yahoo! http://my.yahoo.com

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My Queues
by Alex 31 Jan '05

31 Jan '05

Hello all, Could someone explain what My Queues is? How to get tickets there? I've created new queue, email and user/group. With new queue I received emails successful. But I don't understand how to get something in my queues. Thanks for your help. -- Best regards, Alex

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RE: [otrs] config and mod_perl
by Jack Doyle 31 Jan '05

31 Jan '05

The rcotrs restart will satisfy this? -----Original Message----- From: Christian Schoepplein [mailto:chris@schoeppi.net] Sent: Monday, January 31, 2005 10:54 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] config and mod_perl Hello! On Mon, Jan 31, 2005 at 04:38:52PM +0300, Alex wrote: > Should I always restart apache if I changed config file in otrs? If you are using mod_perl, IMHO yes. -- Gruß, Christian Schoepplein <chris at schoeppi.net> Linux fuer Blinde: http://www.blinux.suse.de _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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config and mod_perl
by Alex 31 Jan '05

31 Jan '05

Hello otrs, Should I always restart apache if I changed config file in otrs? Thanks. -- Best regards, Alex

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Ticket linking fails
by Gerold Gruber 31 Jan '05

31 Jan '05

Hi, we run otrs 1.2.4 on SuSE with postgres. So far so good. Today I receive error messages when trying to link Tickets. The original Ticket is A, I successfully linked B to it, and now I want to add an additional link to C. There have been similar problems in the past, which I circumvented by changing the order of the link, but this does not help this time. The error in the system reads like: ERROR: duplicate key violates unique constraint "ticket_link_ticket_id_maste_key", SQL: 'INSERT INTO ticket_link (ticket_id_master, ticket_id_slave) VALUES (1269, 1270) ' Could anybody explain me please why there is a unique constraint on the master_key (Typo? ...maste_key ). Searching the mail archives gave no match so far. Regards Gerold

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