- otrs - OTRS mailing lists

Set default of "Answered?" to Yes?
by Pete McDonnell 27 Oct '04

27 Oct '04

Is anyone able to provide and information or hints on how we might be able to change this? - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Pete McDonnell > Sent: Monday, October 25, 2004 5:31 PM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] Time Units: Default Value ? > > Would something similar work for changing the default of > "answered?" to "Yes"? > > Thanks in advance. > > -Pete McDonnell > > -----Original Message----- > From: Daniel Balan [mailto:dbalan@bitdefender.com] > Sent: Monday, October 25, 2004 10:22 AM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] Time Units: Default Value ? > > > You just have to modify the following files: > /Kernel/Output/HTML/Standard/AgentClose.dtl > /Kernel/Output/HTML/Standard/AgentCompose.dtl > /Kernel/Output/HTML/Standard/AgentEmailNew.dtl > /Kernel/Output/HTML/Standard/AgentForward.dtl > /Kernel/Output/HTML/Standard/AgentNote.dtl > /Kernel/Output/HTML/Standard/AgentPhone.dtl > /Kernel/Output/HTML/Standard/AgentPhoneNew.dtl > /Kernel/Output/HTML/Standard/AgentPending.dtl > > (for Standard theme) as follows: > 1. set the value="1" at line: > <td><input type="text" name="TimeUnits" value="1" size="3"></td> > > 2. If you need the working time to increase as your operator > is working on the ticket please add this function: > <script language="JavaScript" type="text/javascript"> >  > </script> > > Hth, > > Daniel > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > On Behalf > > Of > Franz > > Ferdinand Esberger > > Sent: Monday, October 25, 2004 5:05 PM > > To: User questions and discussions about OTRS. > > Subject: [otrs] Time Units: Default Value ? > > > > Hi everybody, > > > > Is there a way to set the default value for "Time Units" to another > > value than just "0" ? > > > > any comments appreciated > > greets > > > > Franz > > > > > > ______________________________________ > > Inflex - installed on mailserver for domain > @technikum-wien.at Queries > > to: log(a)technikum-wien.at > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support oder Consulting f|r Ihr OTRS System? > > => http://www.otrs.de/ > > > > > > -- > > This message was scanned for spam and viruses by > BitDefender For more > > information please visit http://www.bitdefender.com/ > > > > -- > This message was scanned for spam and viruses by BitDefender > For more information please visit http://www.bitdefender.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 fur 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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How to tell OTRS to connect to a certain mysql socket?
by kalldrex-otrs＠yahoo.com 27 Oct '04

27 Oct '04

Ok guys I ran into another snag here. We now have two mysql databases up and running, one is Mysql 3 and we just installed mysql 5 a week or so ago. We are in the process of merging our data and scripts from mysql 3 to mysql 5. We are trying to setup OTRS onto the mysql 5 database. Unfortunatly, in order to talk to the MySQL 5 database we have to tell whatever web program we were using to use /opt/mysql5/tmp/mysql.sock (in PHP this was done by telling it to connect to localhost:/opt/mysql5/tmp/mysql.sock). Unfortunatly, this doesn't work in perl (or something) as OTRS keeps trying to connect to the old MySQL server. Anyone know how to give perl (or OTRS) the mysql 5 socket? So far I have tried the PHP method (giving the DB HOST localhost:/opt/mysql5/tmp/mysql.sock) and have also tried changing the dtatabase command to $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{Da tabaseHost};port=/opt/mysql5/tmp/mysql.sock;"; That didn't work either. Anyone else have any suggestions? --Matthew Shapiro

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Question about reports
by Aaron 27 Oct '04

27 Oct '04

Hello. Has anyone created a report that would tell you how many tickets that each user has closed in a given amount of time? We'd like a way to evaluate how much work each user is doing. Thanks, Aaron

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Cannot connect to syslog?
by kalldrex-otrs＠yahoo.com 27 Oct '04

27 Oct '04

Hey guys, OTRS looks like a great piece of software and perfect for what I need setup at my job. I've followed the instructions for installing, my webserver is setup and all needed perl modules are installed. However, when I go to run the installer.pl (or even index.pl) I get this error: no connection to syslog available at ../..//Kernel/System/Log/SysLog.pm line 64 Any ideas on how to fix this? I'm not sure what I have to do to get it to connect to syslog. My boss (who setup the unix server) told me that syslog is using all the default settings and I coudln't find any syslog things to set in the Config.pm. Oh yeah and I"m trying to run OTRS on Solaris 8. --Matthew Shapiro

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Language translation changes
by Alex Mihicinac 27 Oct '04

27 Oct '04

Hello, upgrade is complete! :-) ...and now I have another question :-) In OTRS ver. 1.1.3 I've been using (Language translation): # Template: AgentPhone 'Phone call at %s' => 'Telefonski klic v %s', to autocomplete Subject field in Phone-Ticket. Since upgrade this line is ignored (?) since Subject line is empty? :-( Best Regards, Alex

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Kernel::System::Ticket::Number::AutoIncrement error
by Alex Mihicinac 27 Oct '04

27 Oct '04

Hello, Trying to upgrade to the latest version and after all done I've got this error. What i'm doing wrong? ----------- Software error: Can't load ticket number generator backend module Kernel::System::Ticket::Number::AutoIncrem ent! syntax error at (eval 166) line 4, near "require Kernel::System::Ticket::Number::AutoIncrem ent " ----------- Best regards, Alex

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Otrs matching up emails
by lance＠uklinux.net 27 Oct '04

27 Oct '04

Is otrs supposed to match emails on reply-to/message-id and put them into the correct ticket ??? Thanks Lance -- uklinux.net - The ISP of choice for the discerning Linux user.

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Thanks for your information
by Franke Dirk 27 Oct '04

27 Oct '04

Thank you for your detailed infos. D. Franke ------------------------------------------- Abteilung / Department Techn EDV / Technical EDP Tel.: (+49) (0) 2372-54-382 ------------------------------------------- SUNDWIG GmbH - Member of the ANDRITZ Group Stephanopeler Strasse 22, 58675 Hemer, Germany Tel.: (+49) (0) 2372-54-0 Fax: (+49) (0) 2372-54-200 mailto:itservice@sundwig.de http://www.sundwig.de <http://www.sundwig.de/>

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Ticket Number Date Format
by Carl Davis 27 Oct '04

27 Oct '04

I have searched through the archives and cannot find anything specific to this. I have setup DateChecksum but would like the ticket to read monthdayyearid instead of yearmonthdayid. Is this possible without being a seasoned programmer? Thanks -- Carl Davis <lists(a)tswireless.net>

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Well, it's been fun
by Joaquim Homrighausen 26 Oct '04

26 Oct '04

It was a lot of fun playing with OTRS; unfortunately, our company has chosen to use Cerberus instead, and there isn't much I can do with it. The handlers/operators here simply didn't care for OTRS user interface. I'm still interested in getting OTRS to a level where some of our customers can use it, so I might be back from time to time to see how things are going. I would have liked to contribute to the development too. Sh*t happens I guess :-( Thanks to the OTRS team too! -joho

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Re: [otrs] Line wrap problems
by Robert L Mathews 26 Oct '04

26 Oct '04

At 10/9/04 3:00 AM, Robert Kehl <mailinglists(a)robertkehl.de> wrote: >Robert L Mathews schrieb: >> It looks like only some of the patch got applied, so it didn't solve all >> the line wrapping issues. :-( >> I added a full description of the issue to the bug report (explaining why >> the other part of the patch is necessary) and reopened it; hope that's >> okay... Sorry to be such a pest. > >Let me add that the patch is running smoothly on 1.3, at least for me. >I'm auto-patching OTRS with several patches everytime I update it from >CVS HEAD and did not encounter any problems so far since weeks. Unfortunately, the patch in bug 526 still hasn't been fully applied to CVS, so the fix to do proper line wrapping still isn't working. Can one of the OTRS guys tell me what's holding this up? Is there anything I can do to make it more acceptable and likely to be applied? The patch is in danger of getting out of date because other changes are being made to those files. (The same goes for bug 518: OTRS is almost unusable with PostgreSQL as the backend with a large number of tickets, so I submitted a patch that fixes the schema to speed up OTRS dramatically and make OTRS work properly. But the patch appears to be languishing and is in danger of getting out of date so that it doesn't apply cleanly any more.) -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Assign incoming mails to existing ticket
by Dirk Melchers 26 Oct '04

26 Oct '04

Hi all, is it possible to assign an incoming Mail to an existing ticket? We often have the problem, that customers send mails without ticket number and those mails become new tickets in otrs. I would like to assign these Mails to another ticket as if it was a normal "reply". Is it possible? "Linking" the two tickets together is not enough, because the conversation in the agent-view is divided in more than one "stream". Best regards, Dirk Melchers. ----------------------------------------------------------------------- Dirk Melchers NUREG Neue Medien Fon +49 911 32002-256 melchers(a)nureg.de Dorfäckerstrasse 31 Fax +49 911 32002-299 http://www.nureg.de D-90427 Nürnberg Mobil +49 172 935 46 70 -----------------------------------------------------------------------

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Installation problem on FreeBSD
by Oskar Eyb 26 Oct '04

26 Oct '04

Hello! I've tryd to install otrs on a FreeBSD server. On access to index.pl and installer.pl the following error message appears in error_log: Function not implemented at /opt/otrs//Kernel/System/Log.pm line 80. without the line Perlrequire /opt/otrs/scripts/apache-perl-startup.pl in httpd.conf the message is slightly different: Function not implemented at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 80. Installation-source: otrs-1.3.0-beta4.tar.gz Perl v5.8.5 Whats wrong? Cheers, Oskar

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Change Answered default to "Yes"?
by Pete McDonnell 26 Oct '04

26 Oct '04

Is there a Config.pm option that one can set in order to change the default of the "Answered" question to "Yes"? Is there something else I might be missing? I've searched through the lists.otrs.org and doc.otrs.org with no success. Thanks in advance. - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228

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Question about the features of Otrs
by Franke Dirk 26 Oct '04

26 Oct '04

Hello, i am planning to install otrs and i have a question about the features of otrs. Does otrs support a knowledge base functionality? I mean a database saved all problems and all solutions from every user? Thanks for your reply D. Franke ------------------------------------------- Abteilung / Department Techn EDV / Technical EDP Tel.: (+49) (0) 2372-54-382 ------------------------------------------- SUNDWIG GmbH - Member of the ANDRITZ Group Stephanopeler Strasse 22, 58675 Hemer, Germany Tel.: (+49) (0) 2372-54-0 Fax: (+49) (0) 2372-54-200 mailto:itservice@sundwig.de http://www.sundwig.de <http://www.sundwig.de/>

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help with MX record checking on OTRS 1.3.2
by Tom Simpson 26 Oct '04

26 Oct '04

Hi there, I'm having problems with "Phone ticket" under OTRS 1.3.2. When I put in the customer name and ID with an email address outside of "sun.com", it responds with "invalid MX". I've set [...] # CheckEmailAddresses # (Check syntax of used email addresses) $Self->{CheckEmailAddresses} = 0; [...] Example 13-6. Kernel/Config.pm - CheckMXRecord [...] # CheckMXRecord # (Check mx recorde of used email addresses) $Self->{CheckMXRecord} = 0; [...] but this makes no difference. Any ideas ?

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Authentication of customers with radius?
by Andreas 26 Oct '04

26 Oct '04

Hi, I'm trying to authenticate our customers by using an existing radius server in our network. i have no clue what i´m doing wrong. I'm using: $Self->{'AuthModule'} = 'Kernel::System::Auth::Radius'; $Self->{'AuthModule::Radius::Host'} = 'myradius.company.com'; $Self->{'AuthModule::Radius::Password'} = 'somepass'; It seems like there's never any contact between otrs and the radiusserver. At the customer login page I get the following error: "Can't locate object method "new" via package "Kernel::System::Auth::Radius" at /opt/otrs//Kernel/System/CustomerAuth.pm line 82." Anyone have any experience from this? Any help would be great! :) Regards, Andreas

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Base-62 Ticket numbers
by Henry Combrinck 26 Oct '04

26 Oct '04

Hello Frederik Seiffert's modification to the Random.pm module gave me the idea of using base-62 as ticket numbers (chars 0-9, a-z, A-Z) - nice and short, so your subject line is a little less cluttered. For those who find it useful, please find the code attached below. Regards Henry Combrinck Installation procedure: 0. Install the Math::BaseCalc perl module: perl -MCPAN -e shell install Math::BaseCalc 1. Copy/paste code to filename 'RandomBase62.pm'. 2. Copy file RandomBase62.pm to ~/Kernel/System/Ticket/Number/RandomBase62.pm 3. Edit your ~/Kernel/Config.pm to show: #------------------------------------ # $Self->{TicketNumberGenerator} =.... (comment the existing line out) $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::RandomBase62'; #------------------------------------ # -- # Ticket/Number/RandomBase62.pm - a random Base-62 ticket number generator # Copyright (C) 2004 Henry Combrinck <[EMAIL PROTECTED]> # Based on Martin Edenhofer's Random.pm code. # -- # $Id: $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # available objects are: ConfigObject, LogObject and DBObject # # Generates random Base-62 ticket numbers (eg 1gWdgXQ, ...) # # Requires perl module: # - Math::BaseCalc # # -- package Kernel::System::Ticket::Number::RandomBase62; use strict; use Math::BaseCalc; use vars qw($VERSION); $VERSION = '$Revision: 1.0 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; sub CreateTicketNr { my $Self = shift; my $b62 = new Math::BaseCalc(digits=>[0..9,'a'..'z','A'..'Z']); # get needed config options my $SystemID = $Self->{ConfigObject}->Get('SystemID'); # random counter my $Count = int(rand(0xFFFFFFFF)); # convert to base-62 $Count = $b62->to_base($Count); # create new ticket number my $Tn = $SystemID.$Count; # Check ticket number. If exists generate new one! if ($Self->CheckTicketNr(Tn=>$Tn)) { $Self->{LoopProtectionCounter}++; if ($Self->{LoopProtectionCounter} >= 1000) { # loop protection $Self->{LogObject}->Log( Priority => 'error', Message => "CounterLoopProtection is now $Self->{LoopProtectionCounter}!". " Stopped CreateTicketNr()!", ); return; } # create new ticket number again $Self->{LogObject}->Log( Priority => 'notice', Message => "Tn ($Tn) exists! Creating new one.", ); $Tn = $Self->CreateTicketNr(); } return $Tn; } # -- sub GetTNByString { my $Self = shift; my $String = shift || return; # get needed config options my $SystemID = $Self->{ConfigObject}->Get('SystemID'); my $TicketHook = $Self->{ConfigObject}->Get('TicketHook'); # check ticket number if ($String =~ /$TicketHook:+.{0,1}($SystemID[0-9a-fA-F]{8,40})-FW/i) { return $1; } else { if ($String =~ /$TicketHook:+.{0,1}($SystemID[0-9a-fA-F]{8,40})/i) { return $1; } else { return; } } } # -- 1; -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R73. Free Web Accelerator, WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails, 100MB personal webspace, and more! Phone Now! 086 11 11 440

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RE: [otrs] Time Units: Default Value ?
by Pete McDonnell 26 Oct '04

26 Oct '04

Would something similar work for changing the default of "answered?" to "Yes"? Thanks in advance. -Pete McDonnell -----Original Message----- From: Daniel Balan [mailto:dbalan@bitdefender.com] Sent: Monday, October 25, 2004 10:22 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Time Units: Default Value ? You just have to modify the following files: /Kernel/Output/HTML/Standard/AgentClose.dtl /Kernel/Output/HTML/Standard/AgentCompose.dtl /Kernel/Output/HTML/Standard/AgentEmailNew.dtl /Kernel/Output/HTML/Standard/AgentForward.dtl /Kernel/Output/HTML/Standard/AgentNote.dtl /Kernel/Output/HTML/Standard/AgentPhone.dtl /Kernel/Output/HTML/Standard/AgentPhoneNew.dtl /Kernel/Output/HTML/Standard/AgentPending.dtl (for Standard theme) as follows: 1. set the value="1" at line: <td><input type="text" name="TimeUnits" value="1" size="3"></td> 2. If you need the working time to increase as your operator is working on the ticket please add this function: <script language="JavaScript" type="text/javascript">  </script> Hth, Daniel > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Franz > Ferdinand Esberger > Sent: Monday, October 25, 2004 5:05 PM > To: User questions and discussions about OTRS. > Subject: [otrs] Time Units: Default Value ? > > Hi everybody, > > Is there a way to set the default value for "Time Units" to another > value than just "0" ? > > any comments appreciated > greets > > Franz > > > ______________________________________ > Inflex - installed on mailserver for domain @technikum-wien.at > Queries to: log(a)technikum-wien.at > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting f|r Ihr OTRS System? > => http://www.otrs.de/ > > > -- > This message was scanned for spam and viruses by BitDefender > For more information please visit http://www.bitdefender.com/ -- This message was scanned for spam and viruses by BitDefender For more information please visit http://www.bitdefender.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 fur Ihr OTRS System? => http://www.otrs.de/

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Where to Change Notification Text
by Franz Ferdinand Esberger 25 Oct '04

25 Oct '04

Hi, I've 1.3.1 running quite fine, except a few points: Searched a while but cannot find the point where to change the Notification Texts ? In the Documentation it says "The notification text can be defined in Kernel/Config.pm." but i cannot find a section where to do this in my Config.pm ? Furthermore I think it would be better to do the CustomerZoom in the "ClosedSuccessful" Notifications on customer.pl, not on index.pl, isn't it ? anyone who can help me out in this point ? greets Franz ______________________________________ Inflex - installed on mailserver for domain @technikum-wien.at Queries to: log(a)technikum-wien.at

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Time Units: Default Value ?
by Franz Ferdinand Esberger 25 Oct '04

25 Oct '04

Hi everybody, Is there a way to set the default value for "Time Units" to another value than just "0" ? any comments appreciated greets Franz ______________________________________ Inflex - installed on mailserver for domain @technikum-wien.at Queries to: log(a)technikum-wien.at

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RE: [otrs] Bulk-Action sugestion
by Patrik Forsberg 23 Oct '04

23 Oct '04

> I created a patch that provides the option on the bulk action page to > unlock tickets after submit. Please see my post on the dev list > titled: "Patch to Bulk Action - Option to allow unlock of tickets". Yea I saw that :) I installed it and its working like a charm :) Thanks alot! Best Regards, Patrik

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RE: [otrs] Bulk-Action sugestion
by Patrik Forsberg 22 Oct '04

22 Oct '04

> A ticket has be locked while you are working on it! > To unlock a ticket after a move to a new queue, add the > following line to > your Config.pm: > > $Self->{'Move::ForceUnlockAfterMove'} = 1; But.. but.. I'm not aculy working on the tickets.. and I dont want to force unlock just becouse "any" ticket is moving from one queue to another. This only happends when running a bulk-move not if you do it for a single unlocked ticket. What I want is the same behavor as a single move has but on bulk-action. Consider the following: You have 10 messages in the Support queue. These are actualy supposed to be in the Sales queue becouse it aint a support issue but a Sales thing. Here I dont want to lock the ticket just move it to the Sales queue. On the other hand I might have 5 tickets that I have locked in the Support queue that is supposed to be in Advanced-Support .. sense I'm aculy working in both queues I whish to keep the ticket but move it to the correct queue for future answering back to the customer. Here I dont want the tickets unlocked rather keep it in its current state. Well.. its just a sugestion.. if you dont want to impl. it its ok.. then we'll have to do without the feature. OTRS is the best ticket handler on the market if you'd ask me.. atleast from those I've tried. Regards, Patrik

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notification issue
by Daniel Balan 22 Oct '04

22 Oct '04

Hi there, After installing OTRS 1.3.1 I am facing two issues: 1. The unlock/follow up notifications are sent to all users not only for the owner; 2. I have set the $Self->{'SendmailBcc'} = 'redirect(a)domain.com'; into Config.pm in order to redirect all OTRS responses to a mail box. Unfortunately now I am receiving every message twice. Any ideas? Thankx Daniel -- This message was scanned for spam and viruses by BitDefender For more information please visit http://www.bitdefender.com/

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customer history
by N.R. 22 Oct '04

22 Oct '04

Maybe I'm missing something, but is is possible to see a summary history of a customer ? Like all tickets and their emails in one page? For example look for a customer ID and then see everything associated with him. Search is a bit clumsy, doesn't give any overview. N.

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HELP! OTRS installation trouble suse 9.1
by TT 21 Oct '04

21 Oct '04

Hi Folks, I posted an email earlier regarding a new install but received no replies. I'm hoping someone could help me interpret the errors I am receiving. First its a new install on suse 9.1 otrs 1.3.2. When I try to connect to configure otrs via http:12.0.0.1/otrs/installer.pl I get the following error message. "cannot connect to host" This goes for local host as well. I check to see if Apache is running and its not but when I try to execute the pl script with Yast in the run level editor /etc/init.d/apache2 I get Starting http2 (prefork)syntax error on line 10 Invalid command "Perlrequire" perhaps mis-spelled or defined by a module not included in the server configuration. Any help would really be appreciated as I don't know were else to look or how to get beyond this point. Thanks for all replies! TT

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apache issues
by Chris H 21 Oct '04

21 Oct '04

Greets; Just started testing otrs on SuSE9.1 and the supplied rpm. Upon restarting apache2 and meeting dependencies rcapache2 issues the following warning and fails to start; t23:/home/chris123 # rcapache2 restart Syntax error on line 10 of /etc/apache2/conf.d/otrs.conf: Invalid command 'Perlrequire', perhaps mis-spelled or defined by a module not included in the server configuration Now checking the supplied path in otrs.conf > /opt/..... all seems well with permission set to root:root and 777 for the perl script. Still no joy..:) So any clues for this newbie to otrs would be greatly appreciated. tks in advance. /ch

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still probs with sending mail
by Mercator GmbH 20 Oct '04

20 Oct '04

I got your answer,thanks. However, I still have problems to send mail with OTRS. The mysql table says: Warning: Supplied argument is not a valid MySQL result resource in /usr/www/htdocs/mercator/php/phpMyAdmin/lib.inc.php3 on line 334 What is wrong there??? I have NOT changed anything and it has been working fine until a couple of days ago for half a year now! Thanks, Marc

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Admin Customer User
by Sandy Canfield 20 Oct '04

20 Oct '04

Hello, In the Admin area Customer User Management page, does anyone know how to change the sorting for the list of customers. It seems to be sorting on login and we would like to sort on customer id instead. Thanks, Sandy

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update... 1.1.3 -> 1.3.2
by Fernando 20 Oct '04

20 Oct '04

hello currently i'm using version 1.1.3 of OTRS and i'm happy with it (and features)... do you recommend me updating to 1.3.2 to fix possible security bugs? or maybe i can stay with version 1.1.3 but get patches for the bugs? what would you recommend keeping in mind that i need to avoid problems (losing messages, losing info on DB, etc) at all cost? thanks

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new user cant get apache going
by TT 20 Oct '04

20 Oct '04

Hi Folks, just installed a new machine running SUSE 9.1 and did an install of ORTS rpms. When I try to initiate apache2 with the command /usr/sbin/httpd1-prework -f /etc/apaches2/httpd.conf I get the following error message invalid command "Perlrequire perhaps mis-spelled or defined by a module not included in the server configuration" sorry but this is new to me so im not sure where to look for the problem. All I'm trying to do is start apache so I can configure OTRS. Thanks for all replies. PS I also tried rcapache restart and get bash: rcapache: command not found TT

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Custom "TicketAnswer"
by Lance McCulley 20 Oct '04

20 Oct '04

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I've looked inside the TicketView.dtl and I've found that the call for the Compose Answer (email): is part of $Data{"TicketAnswer"} I don't know where this is getting called from. I'm trying to change some of the html in the ticket zoom. Does someone know where this is? How can I edit it? Thanks - -- Regards, Lance McCulley Computer Tech Specialist lmcculle(a)lasierra.edu La Sierra University I.T. Department (909) 785-2554 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBbDYXdIFoM/NAi58RAtWfAJ9YokMrGiwkpppsweAJ5y7Dpb5iQgCfZs3i odWgVruEQnUjXEzChDwuWOs= =HEqn -----END PGP SIGNATURE-----

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"Is the ticket answered" option
by Daniel Balan 20 Oct '04

20 Oct '04

Using OTRS 1.3.2 I can see a new option while answering to an email: Is the ticket answered: YES/NO What is its purpose? How can I change the default? Daniel -- This message was scanned for spam and viruses by BitDefender For more information please visit http://www.bitdefender.com/

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OTRS Upgrade 1.2.3 - 1.3.2
by Rudi Kramer 20 Oct '04

20 Oct '04

Good Afternoon We have succesfully upgraded our server, the only thing is now the Spell Checker works every but when creating a new email? Any suggestions? Rudi

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Move into bug
by Erol YILDIZ 20 Oct '04

20 Oct '04

Hi, I am using 1.3.2 and when I try to move a ticket into a new queue, I get the message below but it moves the ticket correctly. Software error: Wide character in subroutine entry at /opt/otrs/Kernel/cpan-lib/MIME/Decoder/QuotedPrint.pm line 74. For help, please send mail to the webmaster ([no address given]), giving this error message and the time and date of the error. -- Erol YILDIZ HEV Okulları Kemerköy IT Departmanı http://www.kemerkoy.k12.tr

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cutomer default language
by Erol YILDIZ 20 Oct '04

20 Oct '04

is it possible to change the default language of customer which is English, to another language? -- Erol YILDIZ HEV Okulları Kemerköy IT Departmanı http://www.kemerkoy.k12.tr

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LDAP CustomerID needed!!! *Solved*
by Erol YILDIZ 20 Oct '04

20 Oct '04

Hi, I have succeeded in configuring OTRS to use my SuSE Linux Enterprise Server 9 as a LDAP server. My configuration is below and it *only* works with 1.3.2. I have upgraded from 1.3.1 to 1.3.2 and I don't get any error messages now. # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.0.0.1'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=kemerkoy,dc=k12,dc=tr'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '10.0.0.1', # ldap base dn BaseDN => 'dc=kemerkoy,dc=k12,dc=tr', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => '', UserPw => '', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'suseMailAcceptAddress', CustomerUserListFields => ['cn', 'suseMailAcceptAddress'], CustomerUserSearchFields => ['uid', 'cn', 'suseMailAcceptAddress'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['suseMailAcceptAddress'], CustomerUserNameFields => ['givenName', 'sn'], AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link, readonly # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], # [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], # [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'suseMailAcceptAddress', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'suseMailAcceptAddress', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; -- Erol YILDIZ HEV Okulları Kemerköy IT Departmanı http://www.kemerkoy.k12.tr

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RE: [otrs] Raw SQL question: closing hundreds of tickets
by Bakari Allen 19 Oct '04

19 Oct '04

We have a similar need from time to time. Especially when we have a T1 or power outage in an office. Here is the sql statement I use (you'll need to edit it for your queues and ID numbers) . . . UPDATE ticket SET ticket_state_id = 2 WHERE queue_id = 7 AND ticket_state_id = 1 AND customer_id = 'blahblahblah(a)jhlaw.net' HTH, Bakari Allen ballen(a)jhlaw.net -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Henry Combrinck Sent: Tuesday, October 19, 2004 11:37 AM To: otrs(a)otrs.org Subject: [otrs] Raw SQL question: closing hundreds of tickets Hello I recall (I think) this being mentioned somewhere on the mailing list, but cannot for the life of me find it (obviously using incorrect search criteria). I need to close a whole bunch of tickets, and would like to use raw sql to achieve this. I've been grepping/searching around without success. For example: to close all tickets with queue_id=11, and which are in ticket_state 1||4. Obviously a couple of tables need to be updated, but without a more specific knowledge of the table relationships, I'm plonking around uselessly. update ticket set ticket_state_id=2 where queue_id=11 and... update some_other tables... Any help would be appreciated. Thanks Henry -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R73. Free Web Accelerator, WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails, 100MB personal webspace, and more! Phone Now! 086 11 11 440 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ NOTICE: This communication may contain privileged or other confidential information. If you are not the intended recipient, or believe you have received this communication in error, please do not print, copy retransmit, disseminate or otherwise use the information. Also, please indicate to the sender that you received this communication in error and delete the copy you received. Thank you.

2 1

Generic Agent Database Cron not Executing
by Tyler Hepworth 19 Oct '04

19 Oct '04

I upgraded to version 1.3.2 and setup a generic agent in the web interface. It executes just fine if I clikc "Run Now" in the web interface, but the cron "generic_agent-database" does not seem to be executing. The items that should be acted upon by this cron just sit. All of my other crons appear to be working. Thanks, Tyler Hepworth

1 1

Raw SQL question: closing hundreds of tickets
by Henry Combrinck 19 Oct '04

19 Oct '04

Hello I recall (I think) this being mentioned somewhere on the mailing list, but cannot for the life of me find it (obviously using incorrect search criteria). I need to close a whole bunch of tickets, and would like to use raw sql to achieve this. I've been grepping/searching around without success. For example: to close all tickets with queue_id=11, and which are in ticket_state 1||4. Obviously a couple of tables need to be updated, but without a more specific knowledge of the table relationships, I'm plonking around uselessly. update ticket set ticket_state_id=2 where queue_id=11 and... update some_other tables... Any help would be appreciated. Thanks Henry -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R73. Free Web Accelerator, WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails, 100MB personal webspace, and more! Phone Now! 086 11 11 440

1 0

Taking over Existing Session
by Franz Ferdinand Esberger 19 Oct '04

19 Oct '04

Hi everybody, pretty new to Trouble Ticketing, I'm very happy with my OTRS, which runs on a Linux Box authenticating against an existing OpenLDAP Server. All working pretty well so far. What I wanted to do now is: Integrating the CPanel into an existing Portal, which is already using an Session (created by PHP). Is there a) a way to take over (or extend) the "Portal-Session" making it usable for OTRS to overide the Customer Login ? or b) calling customer.pl with an UID out from my Portal-Session and let a skriptlet do the Login into OTRS ? I checked out many pm Files, guessing <OTRS_HOME>/Kernel/System/CustomerAuth.pm is the Part which Handles the Login from Customers I read the Lists, but found no proper solution for that Issue ... I appreciate your help ... Franz ______________________________________ Inflex - installed on mailserver for domain @technikum-wien.at Queries to: log(a)technikum-wien.at

1 0

Upgrading from 1.2.3 to 1.3.2
by Rudi Kramer 19 Oct '04

19 Oct '04

Good Morning Finanly I've got the go ahead to upgrade :-) I've just got one question, I have created several generic agent pm files, each with a specfic task: # */10 * * * * /opt/otrs/bin/GenericAgent.pl -c 'Kernel::Config::Mover' >> /dev/null # */10 * * * * /opt/otrs/bin/GenericAgent.pl -c 'Kernel::Config::Undelsafeshop' >> /dev/null # */10 * * * * /opt/otrs/bin/GenericAgent.pl -c 'Kernel::Config::Undelvirus' >> /dev/null # */10 * * * * /opt/otrs/bin/GenericAgent.pl -c 'Kernel::Config::virusmover' >> /dev/null # */10 * * * * /opt/otrs/bin/GenericAgent.pl -c 'Kernel::Config::safeshopmover' >> /dev/null # */5 * * * * /opt/otrs/bin/GenericAgent.pl -c 'Kernel::Config::faxmover' >> /dev/null The mover changes ques, the undelvirus closes all undeliverables in the virus etc etc... Now with my customer generic agents will there be conflicts with the new generic agent gui or will the gui pick up my customer generic agent pm files? Thanks Rudi

2 1

Error: Need CustomerID!!!
by Erol YILDIZ 19 Oct '04

19 Oct '04

Hi, I have the configuration below for cutomers to authenticate via ldap and I get "Error: Need CustomerID". Any ideas? Thanks # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '10.0.0.1'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=kemerkoy,dc=k12,dc=tr'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) # $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; # $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'AuthModule::LDAP::UserAttr'} = 'uid'; # for non ldap posixGroups objectclass (with full user dn) # $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=Administrator,dc=kemerkoy,dc=k12,dc=tr'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'w84megirl'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'suseMailAcceptAddress', CustomerID => 'suseMailAcceptAddress', }; -- Erol YILDIZ HEV Okulları Kemerköy IT Departmanı http://www.kemerkoy.k12.tr

3 5

Error uploading attachments
by Alex Newnham 19 Oct '04

19 Oct '04

Hello I'm seeing this error when uploading an attachment, when replying to a ticket in OTRS v 1.3.1. Software error: No such file or directory at ../..//Kernel/System/WebUploadCache.pm line 140. Attachments do load successfully elsewhere - eg via the Admin-Area. Any advise would be greatly appreciated. regards Alex

1 0

Automatically add all new agent accounts to full users group permissions
by Robert Kaplow 18 Oct '04

18 Oct '04

Hey OTRS guys, First, I want to thank you for this piece of software, I think the backend is very nice but the frontend could use a little work, usability-wise. My question: I have otrs tied into a LDAP for the agent accounts. So the accounts get properly created when they try to login. But when they login for the first time, they have no access to the queues, since they have no permissions in the users group. Obviously I (or someone) could go through the created accounts and add users permissions, but this is a hassle for everyone. Is it possible that for all created users accounts, the get full permissions on the users group upon creation? Thanks Also, we were using local account before switching to using LDAP. How could I delete the old accounts? Thanks again. -- Robert Kaplow There are 2 things I have learnt in life: 1. Don't reveal everything you know.

2 1

OTRS 1.2.3 Stats and massive amounts of Actions
by Tyler Hepworth 18 Oct '04

18 Oct '04

For the last few months, the stats graph is showing some 60,000 actions a day. This dwarfs any other kind of information I might derive from the graphs because those other actions only range in the 100-200 mark. All other actions are such a small amount that they don't show on the graph at all. The curious thing is I don't do a lot of transactions on my helpdesk. In five moths time I only have about 2300 tickets total, so I am curious to know what the 60,000 actions are. I can't tell which category it is because the I can't really tell the color. It looks like a black line. But that either corresponds to Customer Update or Send Answer and neither of those seem like likely candidates. Can anyone shed light on this for me? Thanks, Tyler Hepworth

2 1

SQL Code for Statistics Anyone?
by Varsani, Rajendrakumar (PSD) 18 Oct '04

18 Oct '04

Hello, oh well-regarded and friendly people (yes, flattery, why not? (also happens to be true)). We've started to query the OTRS (MySQL) database to get some quarterly statistics out with regards to percentage of calls closed in target, total number of calls per queue etc. It occurred to me that one or more for your guys may well have a useful selection of SQL queries already. Would anyone like to share their (royalty-free) code? Thanks in advance Rajendrakumar Varsani BSc (Hons) Information Technology Branch Pesticides Safety Directorate Room 134, Mallard House, Kings Pool, 3 Peasholme Green, York, UK, Y01 7PX Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: (Orange) 07968 243125 Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

2 1

Upgrading from 1.1.3 to 1.3.2
by Bakari Allen 18 Oct '04

18 Oct '04

Greetings, I am looking for any advice or direction concerning a planned upgrade of our system from v1.1.3 to v1.3.2. We currently have OTRS installed on SuSE v8.2 with MySQL v3.23.55-Max. After reviewing the demo system and a few of the upgrades, I'd like to get our system up-to-date. Aside from backing up my database information and my files, what other steps must I take to successfully upgrade the system? In searching the lists, I see a lot of information concerning upgrades from 1.2 to 1.3, but none from 1.1.3 to 1.3.2. One suggestion listed updating the databases, but I am not sure where to get the database information to upgrade our db from 1.1.3 to 1.2.4 before going up to 1.3.2. Any assistance would be greatly appreciated. Thanks, Bakari A. Allen Director of Information Technology Jackson and Hardwick Alpharetta 770.625.0200 678.802.0267 - fax NOTICE: THIS COMMUNICATION MAY CONTAIN PRIVILEGED OR OTHER CONFIDENTIAL INFORMATION. IF YOU ARE NOT THE INTENDED RECIPIENT, OR BELIEVE THAT YOU HAVE RECEIVED THIS COMMUNICATION IN ERROR, PLEASE DO NOT PRINT, COPY, RETRANSMIT, DISSEMINATE, OR OTHERWISE USE THE INFORMATION. ALSO, PLEASE INDICATE TO THE SENDER THAT YOU HAVE RECEIVED THIS COMMUNICATION IN ERROR, AND DELETE THE COPY YOU RECEIVED. THANK YOU.

1 0

problem with OTRS sending mail!!
by Mercator GmbH 18 Oct '04

18 Oct '04

I am using OTRS for a 7 months now, without any problems. For 4 days now, I can NOT send any mail, neither new nor reply to an incoming mail !!!!! Here is what it says: Error: Can't open file: 'article_plain.MYD'. (errno: 145), SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (15211, 'Content-Type: text/plain\; charset=iso-8859-15 Content-Disposition: inline ____ further more down, it repeats and says: ERROR: OTRS-CGI-10 Perl: 5.6.0 OS: linux Time: Fri Oct 15 15:25:26 2004 Message: Can't open file: 'article_plain.MYD'. (errno: 145), SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (15211, 'Content-Type: text/plain\; charset=iso-8859-15 HOW come and how can I solve this??? Thanks, Marc

2 1

RE: [otrs] ldap configured Config.pm begging, =)
by Pete McDonnell 18 Oct '04

18 Oct '04

Please check the archives of this list. You can do a google search through the lists server by specifying site:lists.otrs.org as part of your search query. - Pete McDonnell > -----Original Message----- > From: Erol YILDIZ [mailto:erol@kemerkoy.k12.tr] > Sent: Monday, October 18, 2004 9:49 AM > To: User questions and discussions about OTRS. > Subject: [otrs] ldap configured Config.pm begging, =) > > Hi, > > Can someone who uses OTRS with ldap authentication for > customers send me their Config.pm. > > Thanks.. > -- > Erol YILDIZ > HEV Okulları Kemerköy IT Departmanı > http://www.kemerkoy.k12.tr > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting fr Ihr OTRS System? > => http://www.otrs.de/ >

1 0

Sent filed empty
by Daniel Balan 18 Oct '04

18 Oct '04

Hello guys, I just updated to OTRS 1.3.1 and I can see in the email client that the email messages that are sent by OTRS have the Sent filed empty. Any ideas? Cheers, Daniel -- This message was scanned for spam and viruses by BitDefender For more information please visit http://www.bitdefender.com/

1 0

ldap configured Config.pm begging, =)
by Erol YILDIZ 18 Oct '04

18 Oct '04

Hi, Can someone who uses OTRS with ldap authentication for customers send me their Config.pm. Thanks.. -- Erol YILDIZ HEV Okulları Kemerköy IT Departmanı http://www.kemerkoy.k12.tr

1 0

Problems with stats...
by Espen Stefansen 18 Oct '04

18 Oct '04

Hi I just upgraded from 1.2.3 to 1.3.1, but the new stats doesn't work. If i choose the graph, it says: "Warning. No data for this time selection available!" But i chose for a month i got lots of tickets. And if i choose CSV, it just lists the dates. In my errorlog it says: ERROR: For SELECT DISTINCT, ORDER BY expressions must appear in target list, SQL: 'SELECT DISTINCT(th.ticket_id) FROM ticket_history th WHERE th.create_time <= '2004-10-31 23:59:59' AND th.create_time >= '2004-10-01 00:00:01' ORDER BY th.create_time DESC LIMIT 50000' Can somebody help?? Regards Espen Stefansen

1 0

Change 'Notification Master' email address
by Alex Newnham 18 Oct '04

18 Oct '04

Hello I'm trying to change the email address that OTRS uses as its "From:" address when it sends notifications to agents. Can anyone help? I'm using v 1.3.1 Many thanks Alex

2 1

OTRS and LDAP integration
by Raphaël 'SurcouF' Bordet 17 Oct '04

17 Oct '04

Hi, I've finally installed otrs without mod_perl support and I've can't log into after set LDAP parameters in Kernel/Config.pm like this: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'localhost'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=exploitation,dc=sopragroup'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; Here a user created to test: # rbordet, users, exploitation, sopragroup dn: uid=rbordet,ou=users, dc=exploitation, dc=sopragroup uid: rbordet cn: Raphael sn: Bordet loginShell: /bin/bash uidNumber: 501 gidNumber: 1001 homeDirectory: /home/rbordet shadowMin: -1 shadowMax: 999999 shadowWarning: 7 shadowInactive: -1 shadowExpire: -1 shadowFlag: 0 objectClass: top objectClass: person objectClass: posixAccount objectClass: shadowAccount Any idea ? -- Raphaël 'SurcouF' Bordet http://debianfr.net/ | surcouf at debianfr dot net

5 8

ldap authentication
by Erol YILDIZ 15 Oct '04

15 Oct '04

hi, I have configured otrs to use ldap for authentication and when I try to login a user it says "Panic! No UserData!!!" any ideas? thanks -- Erol YILDIZ HEV Okulları Kemerköy IT Departmanı http://www.kemerkoy.k12.tr

2 1

change pop3 account
by Arun Niyogi 15 Oct '04

15 Oct '04

I have recently upgraded OTRS. Since the upgrade, I am facing a problem. When I try to change/update a Pop3 account, it seems it uses the user name of the logged user no matter which pop3 account I select. Is this as designed or a bug? Can any one comment on it? Thanks in advance. Arun

1 0

Error: Action 'Agent' not found!
by Delshawn Colcloughly 14 Oct '04

14 Oct '04

Receiving Error when I try to create a new ticket in PhoneView....it lets me assign a Customer (LDAP setup) but when I try To assign it to a queue I get an error "Error: Action 'Agent' not found! I also receive a Comment as well "Comment: Perhaps the admin forgot to load "Kernel::Modules::Agent"!" How do I manually load this Kernel::Modules::Agent DelShawn

1 0

Upgrade from 1.3 CVS to 1.3.1
by Daniel Balan 14 Oct '04

14 Oct '04

Hello OTRS Team, I just upgraded from 1.3 CVS to 1.3.1 While click on Phone Ticket or Email I get the following error: Software error: Modification of non-creatable array value attempted, subscript -1 at ../..//Kernel/Output/HTML/Agent.pm line 432. Any ideas ? Daniel -- This message was scanned for spam and viruses by BitDefender For more information please visit http://www.bitdefender.com/

2 1

Querying a SQL database from within OTRS
by Chris Sanford 14 Oct '04

14 Oct '04

Hello, I work for a customer support organization that is looking at otrs for a trouble ticketing system. I currently have a SQL database containing all of the customers information and would like to have the agent be able to make queries back to the database from the open ticket screen. For example I would like them to be able to select a customer name from a dropdown list and have all the customer information populated or enter a serial number and have it query the database for customer information. If anyone has experience doing this any assistance would be appreciated. Thanks Chris

2 1

Single network only setup?
by Emil Khisamov 13 Oct '04

13 Oct '04

Hi, I would like to use OTRS only for trouble ticketing on our network, so users could report their problems. What services of OTRS should I stop, mail-server? I just want them to login and fill out form on the website, no emailing. Should I create users in MySQL or customer login page? Thank you Emil

1 0

OTRS on IRC
by Lance McCulley 13 Oct '04

13 Oct '04

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I noticed that there is a chanserv operated channel on irc.freenode.net #otrs Can we open that channel up again for questions and such? Might help some. dunno. - -- Regards, Lance McCulley Computer Tech Specialist lmcculle(a)lasierra.edu La Sierra University I.T. Department (909) 785-2554 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBZY0hdIFoM/NAi58RApG7AKC8/IL175WMTDwnq5JUaXCXH5ZC6wCcDQmP KQ3Gzw7/YkKjS7b3wH8ynyM= =xYrZ -----END PGP SIGNATURE-----

1 2

Changing what gets displayed in the ticket overview
by Michael Bielicki 12 Oct '04

12 Oct '04

OK, I have searched in all the settings but still can't find how to change the message that is displayed in the ticket overview. As it is now OTRS allways displays the last customer message, but I want it to display just the last message, no difference if it is from the customer or from the agent, is that possible ?? cheers -- Michael Bielicki

1 0

Re: [otrs] admin system log size
by Paul Rhein 12 Oct '04

12 Oct '04

Hi, Before changing the log size in config.pm, you need to run ../scripts/CleanUp.pl Then change the Conig.pm Restart apache hth -p. Teodor Georgiev <teodor(a)egvrn.net>@otrs.org on 12-10-2004 11:19:40 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: otrs(a)otrs.org cc: Subject: [otrs] admin system log size Hi, I tried to configure the admin system log size to a value, different than the default one (4x1024). Tested on 1.2.2 and 1.3.1, giving the same error when opening the login window: Software error: Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 80. What is the reason for that? Is that a possible bug? _______________________________________________ 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

admin system log size
by Teodor Georgiev 12 Oct '04

12 Oct '04

Hi, I tried to configure the admin system log size to a value, different than the default one (4x1024). Tested on 1.2.2 and 1.3.1, giving the same error when opening the login window: Software error: Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 80. What is the reason for that? Is that a possible bug?

1 0

Re-register of content_disposition and Apache::Reload
by Raphaël 'SurcouF' Bordet 12 Oct '04

12 Oct '04

Hi, I've installed OTRS on a RedHat ES 3.1 running Apache 2.046 and mod_perl 1.99. I've just included provided configuration file otrs.conf in /etc/httpd/conf/httpd.conf et reload apache. If I try to access to http://<serveur>/otrs, I've got an Internal Error and this following in log: [Fri Oct 08 17:27:45 2004] [error] [client 192.168.0.8] Re-register of content_disposition at /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/Apache/Reload.pm line 144!Compilation failed in require at /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/Apache/Reload.pm line 144.! [Fri Oct 08 17:27:45 2004] [error] [client 192.168.0.8] Re-register of content_disposition at /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/Apache/Reload.pm line 144!Compilation failed in require at /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/Apache/Reload.pm line 144.! Any ideas ?

1 1

SOLVED: Weird DefaultPendingNextStateType problem
by Henry Combrinck 12 Oct '04

12 Oct '04

Problem solved: before an option becomes available in the system (after editing the config file), you have to create an equivalent status in admin/status... > I'm having a spot of bother with changing DefaultPendingNextStateType in > Kernel/Config.pm. > > I can change everything else, but just not "DefaultPendingNextStateType". > > Here's the config in Kernel/Config.pm: > # --------------------------------------------------- # > # defaults for pending ticket # > # --------------------------------------------------- # > # PendingNoteSubject > $Self->{DefaultPendingNoteSubject} = 'Pending!'; > # PendingNoteText > $Self->{DefaultPendingNoteText} = ''; > # next possible states for pendinf screen > $Self->{DefaultPendingNextStateType} = ['pending reminder', 'pending > auto']; > > Everything works fine, except for DefaultPendingNextStateType! It > *always* shows the options "pending auto close+", "pending auto close-" > and "pending reminder", and not what has been defined in the config file. > For example, if I change DefaultPendingNoteSubject to "Pending1111111", it > shows correctly in the AgentPending action page - but changing > DefaultPendingNextStateType does nothing! > > I must be missing something obvious, and feeling like a banana. > > Please help. > > Thanks > Henry > > > -------------------------------------------------------- > This message was sent using MetroWEB's AirMail service. > http://www.metroweb.co.za/ - full access for only R73. > Free Web Accelerator, WebMail, Calendar, Anti-Virus, > Anti-Spam, 10 emails, 100MB personal webspace, and more! > Phone Now! 086 11 11 440 > -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R73. Free Web Accelerator, WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails, 100MB personal webspace, and more! Phone Now! 086 11 11 440

1 0

user group permissions
by Erol YILDIZ 12 Oct '04

12 Oct '04

Hi, I am giving just a 'ro' permission for a user over a group but the user can change owner of the tickets and priorities of the tickets. Is it possible to correct it? Thanks -- Using Opera's revolutionary e-mail client: http://www.opera.com/m2/

2 2

Bulk-Action sugestion
by Patrik Forsberg 11 Oct '04

11 Oct '04

Hi, Would it be possible to add the funktion to choose between lock and unlocking the tickets for Bulk-Action ? There are cases in our system where we dont want to lock the ticket to the specified Agent just becouse (s)he uses Bulk-Action. Regards, Patrik F

4 4

RE: [otrs] Bulk-Action sugestion
by Patrik Forsberg 11 Oct '04

11 Oct '04

> It would als be nice to be able to select all messages in a queue in > addition to the nolock function below.... Ah.. yes.. > then messages can be easily moved to another queue. locking the ticets > makes this function almost not usable (also the conformation > with every > click...) This is aculy solved with the option: $Self->{FrontendBulkFeatureJavaScriptAlert} = 0; in Config.pm.

1 0

Weird DefaultPendingNextStateType problem
by Henry Combrinck 11 Oct '04

11 Oct '04

I'm having a spot of bother with changing DefaultPendingNextStateType in Kernel/Config.pm. I can change everything else, but just not "DefaultPendingNextStateType". Here's the config in Kernel/Config.pm: # --------------------------------------------------- # # defaults for pending ticket # # --------------------------------------------------- # # PendingNoteSubject $Self->{DefaultPendingNoteSubject} = 'Pending!'; # PendingNoteText $Self->{DefaultPendingNoteText} = ''; # next possible states for pendinf screen $Self->{DefaultPendingNextStateType} = ['pending reminder', 'pending auto']; Everything works fine, except for DefaultPendingNextStateType! It *always* shows the options "pending auto close+", "pending auto close-" and "pending reminder", and not what has been defined in the config file. For example, if I change DefaultPendingNoteSubject to "Pending1111111", it shows correctly in the AgentPending action page - but changing DefaultPendingNextStateType does nothing! I must be missing something obvious, and feeling like a banana. Please help. Thanks Henry -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R73. Free Web Accelerator, WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails, 100MB personal webspace, and more! Phone Now! 086 11 11 440

1 0

RE: [otrs] OTRS as an internal help desk system
by Adam Lee 11 Oct '04

11 Oct '04

one would imagine it would really depend on the size of the departments. for a small to medium business you wouldnt see this tool being that great a benefit - other than to create a searchable database for past events. but i would imagine the bigger the organisation the more uses this would have - espically when there are a number of people involved and priorities come into play. i am using it for the helpdesk of an organisation that has a few hundred inquiries a day. hope that helps -----Original Message----- From: Erol YILDIZ [mailto:erol@kemerkoy.k12.tr] Sent: Friday, 8 October 2004 8:11 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS as an internal help desk system Thanks for the reply. I have a LDAP server running on SuSE which has the authentication information and its has postfix configured to use LDAP, =) I will make OTRS make the customer authentication over LDAP and create the agent accounts myself over mysql and it will be ready to use.. =)) > Anybody tried to use OTRS as an internal helpdesk system for a whole > company? Can't say I have.. > I mean for example if someone from accounting dep. > has a request > from IT dep. he send his request throug the web interface of OTRS, if > someone from human resources dep. requests something from > another department > he sends a request from OTRS etc. > > Even if nobody uses OTRS for this aim, is it logical to use > OTRS this kind? Aculy sounds very logic.. only need that has to be met in the OTRS system is that the users or in this case Agents have a email-address. You could setup the different departments as customer-groups I suppose ? Ether way.. yes.. sounds like a good idea! Regards, Paddy _______________________________________________ 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/

5 5

adding accounted time to the Agent Queue View
by Des Quinn 10 Oct '04

10 Oct '04

Hi, is there an easy way of adding the accounted time field to the Agent Queue View screen. Ideally I want to place it on the right hand side below Escalation. I have had a look at AgentQueueView.pm but while I can understand what its doing and a rough area of where to modify it I am at a loss with perl so any help would be appreciated. thanks Des

1 0

How can I change the ticket overview to show the latest message and not the latest customer message ?
by Michael Bielicki 09 Oct '04

09 Oct '04

Hi any way to change the ticket overview so that the LAST actual message is shown and not the last CUSTOMER message? Would make handling tickets in our case a world easier ... -- Michael Bielicki

1 0

otrs for project mamagement?
by Ted Kaczmarek 09 Oct '04

09 Oct '04

Anyone using otrs for project management? Any and all feedback welcomed. Ted

5 7

Re: [otrs] Line wrap problems
by Robert L Mathews 09 Oct '04

09 Oct '04

At 9/27/04 4:15 PM, Martin Edenhofer <me(a)otrs.de> wrote: >Now it's in cvs for OTRS 2.0. It looks like only some of the patch got applied, so it didn't solve all the line wrapping issues. :-( I added a full description of the issue to the bug report (explaining why the other part of the patch is necessary) and reopened it; hope that's okay... Sorry to be such a pest. -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

2 1

Changing the login URL
by Andreas 08 Oct '04

08 Oct '04

Hi, I want to be able to logon to otrs by: http://otrs.company.com at the moment I can only logon from http://otrs.company.com/otrs/customer.pl. How do I make that happen? :) I'm quite new in both apache and otrs configuring, so any help would be really appreciated. Thanks. / Andreas

3 2

Re: [otrs] otrs for project mamagement?
by Paul Rhein 08 Oct '04

08 Oct '04

Hi yacc don't go for billies Misery$oft try "dotProject" -> www.freshmeat.net for an open source project management system (apache, php, mysql) quite a piece of work. we use in a productiv env. Its good and its open. hth -p. Joaquim Homrighausen <joho(a)webbplatsen.se>@otrs.org on 08-10-2004 15:45:33 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: otrs(a)otrs.org cc: Subject: Re: [otrs] otrs for project mamagement? Quoting Ted Kaczmarek <tedkaz(a)optonline.net>: > Anyone using otrs for project management? > Any and all feedback welcomed. Hi there, not currently. I'm having a hard time as it is convincing the people here to use OTRS over Cerberus/Eventum. At the moment it looks like I'm fighting a losing battle :-( We're using NetOffice for project management. -joho _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

3 2

Custom Postmaster module in OTRS 1.3.1
by Tyler Hepworth 08 Oct '04

08 Oct '04

Is it possible to specify a custom postmaster module within the web interface or does it have to remain in the Config.pm file? Here is what is in my 1.2 Config.pm $Self->{'PostMaster::PreFilterModule'}->{'Custom Postmaster'} = { Module => 'Kernel::System::PostMaster::Filter::Simple', } Thanks, Tyler Hepworth

2 1

RE: [otrs] OTRS as an internal help desk system
by Patrik Forsberg 07 Oct '04

07 Oct '04

> Anybody tried to use OTRS as an internal helpdesk system for a whole > company? Can't say I have.. > I mean for example if someone from accounting dep. > has a request > from IT dep. he send his request throug the web interface of OTRS, if > someone from human resources dep. requests something from > another department > he sends a request from OTRS etc. > > Even if nobody uses OTRS for this aim, is it logical to use > OTRS this kind? Aculy sounds very logic.. only need that has to be met in the OTRS system is that the users or in this case Agents have a email-address. You could setup the different departments as customer-groups I suppose ? Ether way.. yes.. sounds like a good idea! Regards, Paddy

2 1

user permission problem
by Erol YILDIZ 07 Oct '04

07 Oct '04

Hi, I am trying to create a user which has all the permissions except changing the owner of the tickets in that queue but even I give all the privileges except 'rw' this user can't see that queue and the tickets in it. If I give rw it can see the queue and the tickets but the user can also change the owner of the tickets ofcourse. Is this a bug? Thanks Erol YILDIZ -- Using Opera's revolutionary e-mail client: http://www.opera.com/m2/

2 3

smtp for otrs
by Laurent Seguin 07 Oct '04

07 Oct '04

Hi all, I read chapter 8 of the otrs manual which describes that I should use sendmail or exim with it. I'm using James stmp/pop server mail and would like to know if anyone as any experience with it ? Thanks for your help, Laurent

2 1

Config.pm not found in @INC
by Lance McCulley 07 Oct '04

07 Oct '04

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 When I try to run any of the .pl ( i. e. GenericAgent.pl, CheckDB.pl, etc...) I get this error: Can't locate Kernel/Config.pm in @INC (@INC contains: /usr/Kernel/cpan-lib /usr /etc/perl /usr/lib/perl5/site_perl/5.8.4/i686-linux /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.2/i686-linux /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.4/i686-linux /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.4/i686-linux /usr/lib/perl5/5.8.4 /usr/local/lib/site_perl .) at /usr/bin/GenericAgent.pl line 40. BEGIN failed--compilation aborted at /usr/bin/GenericAgent.pl line 40. I'm running Gentoo Linux and the ebuild placed the Kernel dir with Config.pm in /var/www/localhost. I have edited the Kernel/Config/Defaults.pm to include the /var/www/localhost as the otrs host dir, but it has not helped. I know where the cpan-lib dir is, just don't know how to point this @INC to that area. Hope someone can help. - -- Regards, Lance McCulley Computer Tech Specialist lmcculle(a)lasierra.edu La Sierra University I.T. Department (909) 785-2554 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBZZ7IdIFoM/NAi58RAmkCAJ0TeB8usr9lKdLFCPx1GUC8V206NwCeLkks FIFAsMo8BB/tltR1moGuAaA= =uD+Z -----END PGP SIGNATURE-----

2 6

Moving to queues
by Daniel Seifert 07 Oct '04

07 Oct '04

Hi, in OTRS 1.2.x we could just select a Queue from the queue popup and the ticket would be instantly moved. In OTRS 1.3.1 we have to additionally press the "Move" button next to it, which seems to me like a waste of time. Is there any way I can modify the templates to get back the previous behaviour? -- Daniel Seifert <dseifert(a)gmx.de>

2 2

Default Owner of new Tickets
by Lance McCulley 07 Oct '04

07 Oct '04

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Is there a way to define who the default owner of a new ticket? Or better, is there a way to define who the default owner of a ticket is based on what group it was initially assigned to? - -- Regards, Lance McCulley Computer Tech Specialist lmcculle(a)lasierra.edu La Sierra University I.T. Department (909) 785-2554 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBYzOEdIFoM/NAi58RArGhAJwLfG+JzBS3PxpcdGFdZUeraiGU7ACgvond cfvhYWU7cSFUc5WvdMAM3r0= =hV/a -----END PGP SIGNATURE-----

2 13

apache is running, but I cannot access the ticketing interface
by Daemon Behr 07 Oct '04

07 Oct '04

I can get to the login page, but when I sign in the queue page shows briefly, then it shows page cannot be displayed. If I catch it in time with [esc] then I can view the page. The customer interface works just fine. I have removed all refresh options, restarted the mysql, mercury and apache servers. But still it shows page cannot be displayed. Daemon Behr Network Engineer Interserve Technologies Corporation 2149A Bowen Road Nanaimo, BC V9S 1H8 Tel: 250-756-3915 Fax: 250-756-3994 http://www.interserve.ca ________________________________________________________________________ CONFIDENTIALITY NOTICE: This e-mail, including attachments, is intended only for the addressee and contains information that is confidential and may be privileged. If you are not the intended recipient of this e-mail, you may not copy, forward, disclose or otherwise use it, or any part of it, and any action in reliance on the contents is strictly prohibited. If you have received this e-mail in error please delete or destroy it and notify the sender immediately. Thank you. Interserve Technologies Corporation. ________________________________________________________________________

1 0

Some issues from upgrading
by Espen Stefansen 07 Oct '04

07 Oct '04

Hi I just upgraded otrs from 1.2.3 to 1.3.1 and everything works fine, except for some minor issues. These error messages shows up in the log. When i try to get some stats, it shows up empty and i get this error message: OTRS-CGI-10[9090]: [Error][Kernel::System::Ticket::HistoryTicketStatusGet][Line:2717]: ERROR: Bad timestamp external representation '2004-09-31 23:59:59', SQL: 'SELECT DISTINCT(th.ticket_id) FROM ticket_history th WHERE th.create_time <= '2004-09-31 23:59:59' AND th.create_time >= '2004-09-01 00:00:01' ORDER BY th.create_time DESC LIMIT 50000' The other issue is when i search after customers, then i get this error message: OTRS-CGI-10[9477]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! But the search itself works fine. Anybody got some clues about these issues? Regards Espen Stefansen

1 0

RE: [otrs] Duplicate reoccuring e-mails
by Eric Assouad 07 Oct '04

07 Oct '04

Perhaps that discription was a little confusing. Basically, two e-mail messages just keep reappearing in our postmaster queue around midnight. The messages were originally sent on 9/1 and now they keep reappearing as if they are new tickets. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Assouad Sent: Wednesday, October 06, 2004 4:36 PM To: otrs(a)otrs.org Subject: [otrs] Duplicate reoccuring e-mails Hello, Love the OTRS system, but on 9/1/2004 we are getting a couple e-mails that keep reappearing. One e-mail is a new e-mail and another is a response. Both are from the same person. The message reappears around midnight every night, but that is not the original time the message was sent. We have a mapping set up to pull messages from outlook every five minutes. I disabled the mappin to make sure outlook was not the problem. Even with the mapping disabled, the message still appear. Any ideas on what is wrong or where I can look to fix this issue.'' Thanks! Eric

1 0

Add date/time to the ticket
by Jerome Schevingt 07 Oct '04

07 Oct '04

Hi Actually, i have a small difficult for install the version 1.3.1, but i run on 1.1.3 .... Can i add to the auto-answer the date and the time on the ticket ? bye

1 0

OTRS 1.3.1 on Windows
by Tissot, Thierry 07 Oct '04

07 Oct '04

Hello, As any body already install the latest release of OTRS on a Windows 2000 Server system ? And if so how to do that. Thanks Thierry

1 0

Install Help Please ;=)
by Jerome Schevingt 07 Oct '04

07 Oct '04

Hi i start the installation of Otrs 1.3.1 and i have a small errors when i want add a new technicien user : [Thu Oct 07 15:13:39 2004] [error] [Thu Oct 7 15:13:39 2004] -e: cannot redirect stderr to stdout: Bad file descriptor at /opt/otrs//Kernel/System/CheckItem.pm line 62\n anyone know this error ? Thanks bye

1 0

Duplicate reoccuring e-mails
by Eric Assouad 06 Oct '04

06 Oct '04

Hello, Love the OTRS system, but on 9/1/2004 we are getting a couple e-mails that keep reappearing. One e-mail is a new e-mail and another is a response. Both are from the same person. The message reappears around midnight every night, but that is not the original time the message was sent. We have a mapping set up to pull messages from outlook every five minutes. I disabled the mappin to make sure outlook was not the problem. Even with the mapping disabled, the message still appear. Any ideas on what is wrong or where I can look to fix this issue.'' Thanks! Eric

1 0

multiple OTRS instances - on Apache 2.0 only?
by Pascal Gouttebel 06 Oct '04

06 Oct '04

Hi, I'm using multiple instances of OTRS on my test system and I had the same problem. The problem is that Apache and mod_perl keep in memory perl programs to increase performances. But, in this way, you can't have two instances because only one Confg.pm will be loaded by Apache. So, the solution is to force Apache to read the file each time you connect to OTRS. If you read the program <OTRS_HOME/bin/cgi-bin/index.pl>, you will see at the begining the line use Kernel::Config; The command "use" says that you will use the Kernel/Config.pm which is in memory. Replace this line by : do "/opt/otrs/Kernel/Config.pm"; The command "do" force Apache to reload the file each time. You must enter the complete path. In this way, Apache will reload the good Config.pm and you will have the good informations about databse. I don't know if it works with Apache 1.3, I use Apache2. Furthermore, after this modification, I had to add the session configuration in Config.pm to avoid some problem. I hope this could help you. Kind regards and good luck. Pascal Gouttebel - EPT Luxembourg Pascal_Gouttebel at ept.lu

3 2

Customer Note Notifications
by Watts, Ken 06 Oct '04

06 Oct '04

Hello, I have seen many inquiries in the list archives regarding customer notifications when a Note is added to a ticket. I too have this requirement. I suspect that the module that needs to be modified is AgentNote.pm . Has anyone been able to successfully patch the system to do what is needed? A short note that states that the ticket has been updated would be sufficient. I don't want to spend a lot of time developing this if someone has already. Many thanks in advance! ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Ken Watts Technical Development Manager Commonwealth Industries, Inc

3 2

Error Messege When Sending Mail
by Marshall28 06 Oct '04

06 Oct '04

Here's the error message I receive from OTRS after sending an e-mail message through OTRS. The message is still sent but this error comes up each time. Does anyone know how to get rid of this problem and what is occuring here? Wide character in syswrite at /usr/lib/perl5/5.8.1/Net/Cmd.pm line 430 attached is the the file Cmd.pm. thanks marshall

1 0

Editing a ticket
by Daemon Behr 06 Oct '04

06 Oct '04

How can a ticket that has already been created be edited? I know how to do it from the customer view, but not the agent view?

3 2

anyway to view and to reopen closed tickets
by Jason Joines 06 Oct '04

06 Oct '04

I would like to be able to view closed tickets and if necessary, re-open them. Is there anyway to do this? Jason Joines =================================

2 1

default language ignored, still have English
by Tomasz Chmielewski 06 Oct '04

06 Oct '04

Hello, I would like to change the default language to German - so that when entering otrs/customer.pl or otrs/index.pl I could have all this "Username, Password, Create Account" on this pages in German, as I enter the page (without the need to change the language manually to German). I tried changing: $Self->{DefaultLanguage} = 'de' ; but it didn't change anything and English is still my default language. Anyone knows how to do it? Tomek ---------------------------------------------------------------------- Startuj z INTERIA.PL!!! >>> http://link.interia.pl/f1837

1 0

Usage of freetext fields in article table
by DELINIERE-EXTERNAL Jean-Marc 06 Oct '04

06 Oct '04

Hi, i need to make time accounting and so reporting with informations stored in otrs. My problem, is to report time by queues et by agent, but when i move tickets from one queue to another i lost the infomation about the queue the time was spent in. Can i use article.freekey and article.freetext to store this information, or somebody have planned to use them in future releases. Regards Jean Marc Deliniere

1 0

RE: [otrs] OTRS newbie - Customisation questions
by James Pickard 06 Oct '04

06 Oct '04

Hi Li, Thanks for that. James IT Support Officer St Hildas College The University of Melbourne College Crescent Parkville Victoria 3052 9248 8401 jpickard(a)hildas.unimelb.edu.au <mailto:jpickard@hildas.unimelb.edu.au> ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Volker.Lipper(a)de.mecglobal.com Sent: Tuesday, 5 October 2004 4:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS newbie - Customisation questions Hi James, you have to take a look at the files named *.dtl located in your ...../Kernel/Output/HTML/Standard or Lite directory. best thing woul be to copy the whole path to ...../Kernel/Output/HTML/ThisIsMyFirstAttempt. then you have to get this theme into the theme table in your database. (name must be the same as the name of the dir.) Now you can already select the theme in your Utilities page. And you may start with the file CustomerHeader.dtl or CustomerFooter.dtl Have a lot of fun Li otrs-bounces(a)otrs.org schrieb am 05.10.2004 06:47:06: > Hi there, > > I'm new to this list, and to OTRS. I was hoping to get some > information on how to customise the 'templates' for the user interface etc.? > > Things like: > > > LOGO > > COMPANY NAME > > > I would like to change to our details. > > It's located at: > > http://helpdesk.hildas.unimelb.edu.au/otrs/customer.pl > > How do I access this to change it? I have had the server setup > running Linux (slackware 9.1), have full access, but would like to > know how I change it J > > Thanks in advance, > > > James > > > IT Support Officer > St Hildas College > The University of Melbourne > College Crescent > Parkville > Victoria 3052 > 9248 8401 > jpickard(a)hildas.unimelb.edu.au > _______________________________________________ > 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

Install
by Brian Ronk 05 Oct '04

05 Oct '04

Ok, I was finally able to get back to my server here. I got SuSE 9.1 installed again to try YaST, and got it to work as well. So now I have Apache2, and MySQL installed (although neither start automatically at the moment, but since this is just a test server, that's ok) The problem with Apache, though, is that when I try to start it, I get an error. It is in /etc/apache2/conf.d/otrs.conf, line 10. Invalid command Perlrequire. Is this correct, or should it be changed. I installed 1.31 with an rpm. Thanks. -- Brian Ronk System Administrator BookMasters, Inc

1 0

multiple OTRS instances - on Apache 2.0 only?
by Tomasz Chmielewski 05 Oct '04

05 Oct '04

Hello, I'm running Apache 1.3 and I would like to run multiple OTRS instances on this machine (on one IP, both on port 80). Is it possible? Or is it possible only with Apache 2.0? Whenever I'm trying to have two instances, located in /opt/otrs and /opt/otrs02 and I log in to this /opt/otrs02, I end up in /opt/otrs username/database anyway. I think this is the same as in this post: http://lists.otrs.org/pipermail/otrs/2003-March/001198.html [otrs] roblem Running Multiple Instances of OTRS Any help appreciated. Tomek ---------------------------------------------------------------------- Portal INTERIA.PL zaprasza... >>> http://link.interia.pl/f17cb

1 0

Hms.. wierd error after upgrade
by Patrik Forsberg 05 Oct '04

05 Oct '04

Hi.. I've just upgraded our OTRS system from 1.2.3 to 1.3.1-01 and it worked like a charm :)) While at it I thought I'd add the pre-load stuff to speed things up abit.. but failed.. Without the Perlrequire everything works like it should but after adding the Perlrequire to apache I get the following error: < null: Can't locate object method "ArticleStorageInit" via package "Kernel::System::Ticket" (perhaps you forgot to load "Kernel::System::Ticket"?) at /opt/otrs//Kernel/System/Ticket.pm line 189. > I do have the Kernel::System::Ticket in apache-perl-startup.pl tho... I tried ripping it out Kernel::System::Ticket got a whole other error. I ran "perl -cw apache-perl-startup.pl" and it reported that the syntax is OK. Anyone knows why this happends ? would be nice to be able to use the Preloading.. System setup: FreeBSD 5.2.1-RELEASE-p8 Apache 1.3.28 with mod_perl 1.28 Perl 5.6.1 Hoping for help on this, Patrik F

1 0

RE: otrs Digest, Vol 15, Issue 6
by Cameron Charles 05 Oct '04

05 Oct '04

Thanks for the link Martin, but I am not having any luck opening it: ------------------------------ Message: 4 Date: Fri, 01 Oct 2004 18:47:27 +0200 From: Martin Edenhofer <me(a)otrs.de> Subject: Re: [otrs] Phone View - Text Templates? To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <415D8A1F.3030706(a)otrs.de> Content-Type: text/plain; charset=windows-1252; format=flowed Hi Cameron, I'm not sure, maybe you are looking for something like that (just a easy link): http://host/otrs/index.pl?Action=AgentPhone&Subaction=StoreNew&ExpandCustome rName=2&Dest=11%7C%7CReisen&=&=&Subject=Anruf+Notiz&Body=Anrufer%3A%0D%0AR%F Cckrufnummer%3A%0D%0ADatum%3A%0D%0AGrund%3A%0D%0A -Martin Cameron Charles wrote: > Is it possible (or planned) to allow for the Text: field to have > templates based on the To: field requested? > > For example, In the To: field you select Phone Message it populates > the Text: field with a template something like this: > > > > Phone Number: > > ----------------------------------------------- > > First: > > Last: > > ----------------------------------------------- > > Info: > > > > > > > > If I have this right, the Queue section dictates the field choices you > have in the To: field so this feature would be tied to the Queue > section correct? > > Thank You > > Cameron > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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

how do I stop truncated notifications/follow-ups
by Robin Mordasiewicz 05 Oct '04

05 Oct '04

When a user takes out a new ticket a notification is sent out to the owner of the qeue but the notification does not show the whole message that the ticket holder wrote. When viewing the message in the web front end it looks fine. I would just like to be able to view the whole untruncated ticket information in the notification or follow up which is sent. --

2 1

Owner list not fully populated under Phone-Ticket
by OTRS main list 05 Oct '04

05 Oct '04

When creating a ticket under "Phone-Ticket", after choosing the queue, the list of owners in the pulldown does not reflect the full list of possible ticket owners. Strangely, it lists _some_ of them, but not all. I noticed another post about this some time ago, but no satisfactory resolution. (I am using OTRS 1.3.1.)

4 3

Customer access to queues.
by Daemon Behr 05 Oct '04

05 Oct '04

Is there any way to limit the customers access to queues when creating a new ticket? ...Using otrs 1.2.4 win32 -daemon

2 1

Allow customers to read other customer's tickets
by OTRS main list 05 Oct '04

05 Oct '04

Is it possible to allow one customer to read (or even, perhaps, modify) another customer's tickets? For example, we want all the customers who work in Department A to be able to read all other Department A customers' tickets, but not be able to read any tickets for customers who work in Department B. I think this may be possible using separate queues for each department, but is it possible when all the tickets are in the same queue? Thanks, A. Lewenburg

3 4

RE: [otrs] Re: LDAP/TLS
by Pete McDonnell 05 Oct '04

05 Oct '04

Please do pardon my ignorace... TLS? I'm no expert at LDAP... That code segment was taken from searching through posts on the lists.otrs.org server. - Pete McDonnell Manager, Technical Services Hip Interactive > > That looks very similar to what I have for a non-TLS > connection to an LDAP server. I need to know how to enable > the TLS part. Where is that in your config? > > Jason > ================================= > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

3 2

dispatching pb from pop account
by Bruno Mahe 05 Oct '04

05 Oct '04

Hello, I'm running OTRS 1.2.4 on a SuSE 8.1 and it works great appart from this problem: I've set an external pop account to retrieve tickets, and i cannot make it dispatch to the "To:" field. The mails are stocked into the Raw queue, even if they have the correct "To:" field set as the name of a queue. I've tried with the queue name and the queue name@domain, it just doesn't work. Any help appreciated. --- Bruno

1 1

presorting via Config.pm
by Strange, PJ (Philippa) 05 Oct '04

05 Oct '04

Hi I am trying to presort tickets coming into OTRS, usually spam. The following is an example of what I currently have but it's not working. $Self->{'PostMaster::PreFilterModule'}->{'1-x_Spam'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { Subject => '^Buy cheap Viagra.*$', }, Set => { 'X-OTRS-Queue' => 'JISCmail Helpline::spam', }, }; $Self->{'PostMaster::PreFilterModule'}->{'1-x_Spam'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { From => '^news(a)eturbonews.com.*$' <mailto:'^news(a)eturbonews.com.*$'> , }, Set => { 'X-OTRS-Queue' => 'JISCmail Helpline::spam', }, }; Is there anything wrong with the above or is there something else I have to do too? I am running on LINUX and apache, Thanks Philippa Strange

4 3

OTRS newbie - Customisation questions
by James Pickard 05 Oct '04

05 Oct '04

Hi there, I'm new to this list, and to OTRS. I was hoping to get some information on how to customise the 'templates' for the user interface etc.? Things like: LOGO COMPANY NAME I would like to change to our details. It's located at: http://helpdesk.hildas.unimelb.edu.au/otrs/customer.pl How do I access this to change it? I have had the server setup running Linux (slackware 9.1), have full access, but would like to know how I change it :-) Thanks in advance, James IT Support Officer St Hildas College The University of Melbourne College Crescent Parkville Victoria 3052 9248 8401 jpickard(a)hildas.unimelb.edu.au <mailto:jpickard@hildas.unimelb.edu.au>

2 1

TicketFreeKey in AgentPhone.dtl as in CustomerMessageNew.dtl
by OTRS main list 04 Oct '04

04 Oct '04

I tried to create an input box for a free field in AgentPhone.dtl as I did in CustomerMessageNew.dtl, but it does not work. That is, I added the code <td align="top">$Data{"TicketFreeKeyField1"}:</td> <td align="top">$Data{"TicketFreeTextField1"} </td> to AgentPhone.dtl. Is this feature restricted only to CustomerMessageNew.dtl, or can it work for other pages and I am not using it correctly? (I am using OTRS 1.3.1.) Thanks

2 2

Sender of e-mail, and link references
by Joaquim Homrighausen 04 Oct '04

04 Oct '04

I have set a sender address for a queue, "foo(a)webbplatsen.se"; but when I go into a ticket for that queue and compose a message (empty_answer), the message is sent from the queue's name and my FQDN?!?!?! FooQueue(a)webbplatsen.se Also, the links that are posted in messages seem to use the FQDN I have specified also.. how exactly is the FQDN supposed to be used? As a link reference? As a default e-mail address.. or what? In our case, we have OTRS set-up on a different machine than webbplatsen.se, and thus the FQDN cannot be used as a link reference.. [OTRS 1.3.1] -joho

1 0

Swedish notifications
by Joaquim Homrighausen 04 Oct '04

04 Oct '04

Mon Oct 4 13:55:38 2004 notice OTRS-CGI-10 Sent agent 'AddNote' notification to 'joho(a)webbplatsen.se'. Mon Oct 4 13:55:38 2004 notice OTRS-CGI-10 Can't find notification for Agent::AddNote and nb_SW, try it again with en! In this particular case, I had my language set to Swedish (which by the way should use a language code of 'SV' and not 'SW' :-) [OTRS 1.3.1] -joho

1 0

changing customer id loses customers tickets
by Des Quinn 04 Oct '04

04 Oct '04

Hi, Is it intentional that if you have an existing user with tickets that if you change the cstomer id that they appear to have no tickets associated with them the next time they log in. if you change the customer id back to its original value then the tickets reappear. I am guessing that this is relating to the customer_id value in the ticket table. If I wish to change the customer ids in use can I just ho thru the ticket table and change the customer_id to the new values and the tickets should retain their association with the user? Now going back to read the docs again :) thanks

2 2

Question about customer tickets history
by Pascal Gouttebel 04 Oct '04

04 Oct '04

Hi, We have a problem with the module AgentCustomer : it permits to change the customer of a ticket and it shows all tickets for the current customer. The problem is that there is no limit (default is 10000) and it could take a very long time before we can see the result. After looking at source files, I've discover that an option exists in one case for customer tickets history : AgentCustomerMaxShownCustomerTickets. The program <OTRS_HOME>/Kernel/Modukes/AgentCustomer.pm try to get this option which didn't exist (both in Config.pm and Default.pm), but only in one case of the Tickets search. So I added this option in Config.pm : # set the limit for customer ticket history $Self->{AgentCustomerMaxShownCustomerTickets} = 10; And I use the same option for the two Tickets search method in AgentCustomer.pm : # -- # get ticket ids with customer id # -- my @TicketIDs = (); if ($TicketCustomerID || $CustomerUserData{UserID}) { if ($CustomerUserData{UserID}) { my @CustomerIDs = $Self->{CustomerUserObject}->CustomerIDs(User => $CustomerUserData{UserID}); @TicketIDs = $Self->{TicketObject}->TicketSearch( Result => 'ARRAY', Limit => $Self->{ConfigObject}->Get('AgentCustomerMaxShownCustomerTickets') || '40', CustomerID => \@CustomerIDs, UserID => $Self->{UserID}, Permission => 'ro', ); } elsif ($TicketCustomerID) { @TicketIDs = $Self->{TicketObject}->TicketSearch( Result => 'ARRAY', # ept change -> add option limit Limit => $Self->{ConfigObject}->Get('AgentCustomerMaxShownCustomerTickets') || '40', CustomerID => $TicketCustomerID, UserID => $Self->{UserID}, Permission => 'ro', ); } } The problem is that you will only see the X last tickets for this user. But, I guess that it's enough to work. (There is no pagination either.) Do you think you could integrate this in a future version ? Kind regards. Pascal Gouttebel

1 0

Authorisation on the Creation of a new customer user
by Des Quinn 03 Oct '04

03 Oct '04

Hi, I have had a look at the mailing list archive and could not see anything that addresses my issue. However I could have missed it. What I am looking for is a way for a way to do one of the two followwing things: A) When a Customer creates a new account through the cusomer.pl screen they are then required to have their account activated by an agent. Even if this is through direct manipulation of the sql table it would be ok. Perhaps this would be possible if the default status of "valid" setting was set to invalid? On this same note what is the meaning of the invalid-temporarily setting? B) Have a separate New Customer registration page that allows them to input their details. I prefer Option A but would be happy with this as an alternative where the page is then given a semi obsure url separate from the login page. I had a look thru the code but perl is not one of my strengths. I have managed to adjust the DTL to my requirements but this is one of the changes I need to have sorted prior to letting clients access it. At the moment I have the new customer section of the customer login page commented out to prevent new unauthorised registrations. I appreciate any help or links that might enable me to solve this. Thanks Des Quinn

2 4

Error: Can't connect to localhost: Unknown error!
by Daemon Behr 02 Oct '04

02 Oct '04

I'm getting this error when I try to send mail. Mercury32 is running. I have otrs for win32 version 1.2.4, running on WinXP pro SP2. I have tried changing the smtp mail server to the ISPs (in config.pm) but that made no difference. Error: Can't connect to localhost: Unknown error! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: MSWin32 Time: Sat Oct 2 07:52:09 2004 Message: Can't connect to localhost: Unknown error! Traceback (1544): Module: Kernel::System::Email::SMTP::Send (v1.6) Line: 152 Module: Kernel::System::Email::Send (v1.3) Line: 108 Module: Kernel::Modules::AdminEmail::Run (v1.12) Line: 117 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_otrs_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 688 Module: (eval) (v1.66) Line: 184 Module: ModPerl::RegistryCooker::run (v1.66) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 154 Module: ModPerl::Registry::handler (v1.99) Line: 16 Daemon Behr Network Engineer Interserve Technologies Corporation 2149A Bowen Road Nanaimo, BC V9S 1H8 Tel: 250-756-3915 Fax: 250-756-3994 http://www.interserve.ca ________________________________________________________________________ CONFIDENTIALITY NOTICE: This e-mail, including attachments, is intended only for the addressee and contains information that is confidential and may be privileged. If you are not the intended recipient of this e-mail, you may not copy, forward, disclose or otherwise use it, or any part of it, and any action in reliance on the contents is strictly prohibited. If you have received this e-mail in error please delete or destroy it and notify the sender immediately. Thank you. Interserve Technologies Corporation. ________________________________________________________________________

2 1

Click "Next" link to zoom to the next ticket
by Robin Mordasiewicz 01 Oct '04

01 Oct '04

Is it possible that there be a "Next" link on the zoom page so that I can browse through tickets in zoom mode without having to click "back" and then find the next one and then click the next one in the list. --

2 1

Phone View - Text Templates?
by Cameron Charles 01 Oct '04

01 Oct '04

Is it possible (or planned) to allow for the 'Text:' field to have templates based on the "To:" field requested? For example, In the "To:" field you select "Phone Message" it populates the "Text:" field with a template something like this: Phone Number: ----------------------------------------------- First: Last: ----------------------------------------------- Info: If I have this right, the Queue section dictates the field choices you have in the To: field - so this feature would be tied to the Queue section correct? Thank You Cameron

2 1

Error in cronjob in version 1.3.1
by Robin Mordasiewicz 01 Oct '04

01 Oct '04

I see the following warning. Date: Wed, 29 Sep 2004 00:26:00 -0400 (EDT) From: Cron Daemon <root(a)wb02.domain.com> To: root(a)localhost.localdomain Subject: Cron <otrs@smtcorwb02> $HOME/bin/PostMasterPOP3.pl >> /dev/null Use of uninitialized value in string eq at /opt/otrs/Kernel/System/Ticket/Article.pm line 1387. --

2 5

how do I prevent the character set warning from showing
by Robin Mordasiewicz 01 Oct '04

01 Oct '04

I see this warning when viewing messages sent from the ticket tracker [ The following text is in the "iso-8859-15" character set. ] [ Your display is set for the "ISO-8859-1" character set. ] [ Some special characters may be displayed incorrectly. ] What do I have to do to make it so that this does not show up. I am using otrs 1.3.1 --

2 2

Where are the <OTRS_TICKET_*> options defined?
by Dan Matthews 01 Oct '04

01 Oct '04

I'm looking for a way to add a ticket's priority to an agent notification. I was wondering if anyone knows where (in which file or module) the usable options such as <OTRS_TICKET_ID> are defined? If I could find this I might be able to make an <OTRS_TICKET_PRIORITY> option. I don't really care if it is numeric, so long as something is there. Thanks ============================== Dan Matthews Network Administrator Coleman Professional Services Phone: 330-676-6862 ============================== -------------------------------------------------------- POTENTIAL CONFIDENTIAL INFORMATION ENCLOSED This information 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 sender and delete and destroy this message and its attachments. All health information MUST be protected. Any protected health information (PHI) enclosed is protected by Federal confidentiality rules (42 CFR Part 2) and/or Ohio law (O.R.C. 5122.31; O.A.C. 5122-27-09). The Federal rules and Ohio law prohibit you from making any further disclosure of this information unless further disclosure is expressly permitted by the written consent of the person to whom it pertains or is otherwise permitted by 42 CFR Part 2 and applicable Ohio law. A general authorization for the release of medical or other information is not sufficient for this purpose. The Federal rules restrict any use of the information to criminally investigate or prosecute any alcohol or drug abuse patient.

2 1

RE: [otrs] Error in $HOME/bin/PostMasterPOP3.pl
by Pete McDonnell 01 Oct '04

01 Oct '04

Are you creating a new cron entry and if so as which user? Su'd to otrs and edited that user's cron. I only had to uncomment the pop3 line. - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Neil Baldwin [mailto:neil.baldwin@entsys.net] > Sent: Friday, October 01, 2004 4:09 AM > To: 'User questions and discussions about OTRS.' > Subject: [otrs] Error in $HOME/bin/PostMasterPOP3.pl > > Sorry I posted this to an existing thread so here it is again > in a new thread! > > We have just set up version 1.3 on a new Suse 9.1 box, and > are starting to understand how things work. > > We are using the cron command > $HOME/bin/PostMasterPOP3.pl -s 192.0.0.53 -u support -p > [password] >> /dev/null > > To collect mail from an exchange 5.5 server > > The command completes without error if there is no mail but > if there is mail we get the following message. > > Use of uninitialized value in string eq at > /opt/otrs/Kernel/System/Ticket/Article.pm line 1387 > > Even though the error is generated the command appear to do > what it is supposed to and creates a new ticket. > > Can anyone suggest what might be the problem? > > Regards > Neil Baldwin > Tel:01296 633256 > Fax:01296 633001 > Mob:07713 189707 > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

3 3

Cron error
by Robin Mordasiewicz 01 Oct '04

01 Oct '04

I have seen a couple errors in my cron jobs that got installed. I am running redhat AS3 and otrs 1.3.1 I reported another error but I am not sure if this is the right place becuase nobody seemed to notice it. Please let me know if I should report this somewhere else. the error I just saw was Unrecognised line: tickets(a)domain.com at /opt/otrs/Kernel/System/EmailParser.pm line 197 I had just closed a ticket that had two other people in a cc list. Not really sure what to to but thought I'd say something here. shrug.

2 1

changing ticket dates
by Jason Joines 01 Oct '04

01 Oct '04

I have some tickets in an old system that I would like to recreate in OTRS before taking the old system off-line. I updated the create_time and change_time for this ticket in the ticket table but it isn't reflected in the User/Agent view. It still shows the time I actually entered the ticket. What else do I need to change to get the correct date and age on these tickets? Thanks, Jason Joines ===============================

2 1

Including ticket priority in notifications?
by Dan Matthews 01 Oct '04

01 Oct '04

Anyone know if or how one can include a ticket's priority in notification e-mails? This is important since out support staff get notifications sent to their pagers and they need to know how quickly they need to respond. Thanks ============================== Dan Matthews Network Administrator Coleman Professional Services Phone: 330-676-6862 ============================== -------------------------------------------------------- POTENTIAL CONFIDENTIAL INFORMATION ENCLOSED This information 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 sender and delete and destroy this message and its attachments. All health information MUST be protected. Any protected health information (PHI) enclosed is protected by Federal confidentiality rules (42 CFR Part 2) and/or Ohio law (O.R.C. 5122.31; O.A.C. 5122-27-09). The Federal rules and Ohio law prohibit you from making any further disclosure of this information unless further disclosure is expressly permitted by the written consent of the person to whom it pertains or is otherwise permitted by 42 CFR Part 2 and applicable Ohio law. A general authorization for the release of medical or other information is not sufficient for this purpose. The Federal rules restrict any use of the information to criminally investigate or prosecute any alcohol or drug abuse patient.

2 1

How do I reject a ticket
by Robin Mordasiewicz 01 Oct '04

01 Oct '04

How can I reject a ticket or merge it into an existing one. Sometimes people email the system regarding currently open tickets, but the system creates a new ticket. I would like to know how I can either reject, or delete or merge the follow up into an existing ticket --

4 7

locked tickets
by Strange, PJ (Philippa) 01 Oct '04

01 Oct '04

Is it possible for the administrator to unlock someone else's tickets? I have a problem where there is either a large attachment or a corrupt file in a locked area which is stopping access to an important ticket. I need to unlock the tickets or be able to perform a search on locked tickets. Any ideas gratefully received. Philippa

2 1

RE: [otrs] Error in $HOME/bin/PostMasterPOP3.pl
by Neil Baldwin 01 Oct '04

01 Oct '04

It is always comforting to know you are not the only person with the same problem! If I hadn't mentioned it I am running SuSe 9.1 and otrs 1.3.1 Regards Neil Baldwin Tel:01296 633256 Fax:01296 633001 Mob:07713 189707 > -----Original Message----- > From: Robin Mordasiewicz [mailto:robin@bullseye.tv] > Sent: 01 October 2004 14:13 > To: User questions and discussions about OTRS. > Subject: RE: [otrs] Error in $HOME/bin/PostMasterPOP3.pl > > > On Fri, 1 Oct 2004, Pete McDonnell wrote: > > > Are you creating a new cron entry and if so as which user? Su'd to > > otrs and edited that user's cron. I only had to uncomment the pop3 > > line. > > > yep, thats what I did. > su to otrs and then "crontab -e", then uncomment the line > which downloads > pop3. > The mail comes down but I just get the warning message sent to root > > <snip> > Use of uninitialized value in string eq at > /opt/otrs/Kernel/System/Ticket/Article.pm line 1387 </snip> > _______________________________________________ > 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] changing TicketNumber
by Neil Baldwin 01 Oct '04

01 Oct '04

We have just set up version 1.3 on a new Suse 9.1 box, and are starting to understand how things work. We are using the cron command $HOME/bin/PostMasterPOP3.pl -s 192.0.0.53 -u support -p [password] >> /dev/null To collect mail from an exchange 5.5 server The command completes without error if there is no mail but if there is mail we get the following message. Use of uninitialized value in string eq at /opt/otrs/Kernel/System/Ticket/Article.pm line 1387 Even though the error is generated the command appear to do what it is supposed to and creates a new ticket. Can anyone suggest what might be the problem? Regards Neil Baldwin Tel:01296 633256 Fax:01296 633001 Mob:07713 189707

2 1

changing TicketNumber
by bandb＠t-online.de 01 Oct '04

01 Oct '04

I've changed the settings in the Defaults.pm to AutoIncrement first. Didn't work out. Then I've put the settings into the Config.pm. Didn't work out to. It still has the DateTimeChecksum thing. What's up?

3 4

Error in $HOME/bin/PostMasterPOP3.pl
by Neil Baldwin 01 Oct '04

01 Oct '04

Sorry I posted this to an existing thread so here it is again in a new thread! We have just set up version 1.3 on a new Suse 9.1 box, and are starting to understand how things work. We are using the cron command $HOME/bin/PostMasterPOP3.pl -s 192.0.0.53 -u support -p [password] >> /dev/null To collect mail from an exchange 5.5 server The command completes without error if there is no mail but if there is mail we get the following message. Use of uninitialized value in string eq at /opt/otrs/Kernel/System/Ticket/Article.pm line 1387 Even though the error is generated the command appear to do what it is supposed to and creates a new ticket. Can anyone suggest what might be the problem? Regards Neil Baldwin Tel:01296 633256 Fax:01296 633001 Mob:07713 189707

2 1

Template views
by Joaquim Homrighausen 01 Oct '04

01 Oct '04

Is there any way to get a quick-access link or something else, similar to Queueview, that will allow me to view all tickets given a specific criteria? I might, for example want to have my default view set to "Show all open tickets in all queues except 'ToDo'" (and not just my tickets). Or "Show all new unassigned tickets older than 30 minutes", etc. I realize I can use the "Search" function, but I want to be able to define the view I'm presented with when I log in, without having to click around. -Joaquim

2 2

Character sets
by Joaquim Homrighausen 01 Oct '04

01 Oct '04

Hello; OTRS is *some* piece of work! We usually use ISO8559-1 around here, some people use UTF-8; is there a simple way to have OTRS automatically convert incoming mail (piped through the PostMaster-skript from a .qmail file) to a given character set, say ISO8859-1? This is to avoid getting: "This message was written in a character set other than your own.If it is not displayed correctly, click here to open it in a new window." at the top of every "external" message. (OTRS 1.3.1) -Joaquim

2 1

installation on SuSE9.1
by Erol YILDIZ 01 Oct '04

01 Oct '04

Hi, Anybody installed 1.3.1 over SuSE9.1? thanks

1 0

advice for upgrade to 1.3
by Adam Lee 01 Oct '04

01 Oct '04

i have an unusual question - i installed 1.2.4 the suse rpm on fedora core2 and have nothing but good experiences from it. however now i am trying to upgrade to 1.3 :) i figured id try my luck and try OTRS 1.3.1 for SuSE Linux 9.1 RPM but it didnt work and listed a bunch of dependencies that were already installed should i be using the Source - tar.gz instead? cheers

1 0

couldn't install otrs 1.3.1 to SuSE 9.1
by Erol YILDIZ 01 Oct '04

01 Oct '04

Hi, I couldn't run otrs 1.3.1 over SuSE 9.1. I installed the rpm package without any problems but when I try to goto http://localhost/otrs/installer.pl it says permission denied and I have these lines in my error log of apache. [Fri Oct 1 13:03:05 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/CustomerFAQ.pm [Fri Oct 1 13:03:05 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AgentTicketLink.pm [Fri Oct 1 13:03:05 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/System/Encode.pm [Fri Oct 1 13:03:05 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminAutoResponse.pm [Fri Oct 1 13:03:05 2004] -e: Apache::Reload: Can't locate /opt/otrs/Kernel/cpan-lib/Mail/Field.pm [Fri Oct 1 13:03:05 2004] -e: Apache::Reload: Can't locate /opt/otrs/Kernel/cpan-lib/MIME/Parser/Reader.pm [Fri Oct 1 13:03:05 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminCustomerUserGroup.pm [Fri Oct 1 13:03:05 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Config/Modules.pm [Fri Oct 1 13:03:05 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminPostMasterFilter.pm [Fri Oct 01 13:03:05 2004] [error] [client 10.0.0.247] (13)Permission denied: access to /otrs/index.pl denied I read a similar email that was replied from Martin saying to restart apache but it doesn't work. Any ideas? thanks

2 2

RE: [otrs] Install, again
by Cogley, Rick 30 Sep '04

30 Sep '04

Did you try using Yast in SuSE? I had to add a bunch of modules using that, but mine is working. --Rick Cogley Tokyo -----Original Message----- From: Brian Ronk [mailto:bronk@bookmasters.com] Sent: Friday, October 01, 2004 5:13 AM To: otrs(a)otrs.org Subject: [otrs] Install, again Well, I couldn't get a Suse Pro install going, and Personal didn't have enough installed to get it to work, and I was having problems finding all the stuff I needed for it to get it to work. So, I'm back to a Gentoo install. My question now is what do I need? I know I need Perl, MySQL, and Apache, all of which will be installed before too long. I guess the question is, do I need to add mod_auth_mysql for Apache? Other than mod_perl, is there anything that I really need? Or, once I have MySQL, and Apache installed (Perl is already) can I get going with OTRS? Thanks again. -- Brian Ronk System Administrator BookMasters, Inc _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] Re: LDAP/TLS
by Pete McDonnell 30 Sep '04

30 Sep '04

Have you checked the NET::LDAP FAQ? http://search.cpan.org/~gbarr/perl-ldap/lib/Net/LDAP/FAQ.pod#Using_an_SSL_ne twork_connection,_how_do_I_connect_to_my_server? - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Jason Joines [mailto:support@bus.okstate.edu] > Sent: Thursday, September 30, 2004 2:43 PM > To: OTRS Users > Subject: [otrs] Re: LDAP/TLS > > Pete McDonnell wrote: > > Please do pardon my ignorace... TLS? I'm no expert at LDAP... That > > code segment was taken from searching through posts on the > lists.otrs.org server. > > > > - Pete McDonnell > > Manager, Technical Services > > Hip Interactive > > > >> That looks very similar to what I have for a non-TLS > connection to an > >>LDAP server. I need to know how to enable the TLS part. Where is > >>that in your config? > >> > >>Jason > >>================================= > >>_______________________________________________ > >>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/ > > > > > TLS stands for Transport Layer Security. It's a way of > encrypting communications and not specfic to LDAP. It's very > similar to viewing a web page via HTTP usually on port 80 > versus HTTPS usually on port 443 using SSL to encrypt > communications. In LDAP you can have non-encyrpted > communications usually on port 389 or encrypted LDAPS > communications usually on port 636 or you can use TLS to > encrypt the traffic on port > 389 so you don't have to use up another port. Also LDAPS is > non-standard and LDAP/TLS is a standard. > > Jason > ================================= > _______________________________________________ > 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

Install, again
by Brian Ronk 30 Sep '04

30 Sep '04

Well, I couldn't get a Suse Pro install going, and Personal didn't have enough installed to get it to work, and I was having problems finding all the stuff I needed for it to get it to work. So, I'm back to a Gentoo install. My question now is what do I need? I know I need Perl, MySQL, and Apache, all of which will be installed before too long. I guess the question is, do I need to add mod_auth_mysql for Apache? Other than mod_perl, is there anything that I really need? Or, once I have MySQL, and Apache installed (Perl is already) can I get going with OTRS? Thanks again. -- Brian Ronk System Administrator BookMasters, Inc

1 0

Does this feature exist?
by Brian 30 Sep '04

30 Sep '04

Hello, Strange question.. (seems very useful) we are setting up otrs for a small company (we don't have the need to have otrs open 24x7) Is there a way to assign a message queue to an email address? So that say when sales gets a new message in the queue, that it would send out an email to the person(s) responsible for the sales queue to log in and work with the message? It might seem redundant.. but as I said we are small and don't need otrs open all the time. Thanks in advance. - Brian

3 3

Closing message
by Eric Boudrand 30 Sep '04

30 Sep '04

Hi, Is there a way to send a specific message exclusively when an agent closes a ticket ? "StateUpdate" notification is not exactly what I am looking for. Is it possible to close automatically a ticket when there is no customer update or agent update since a fix amount of days ? Regards. Eric Boudrand http://www.sistech.fr

2 1

Ticket number in the body instead of in the subject?
by Robert L Mathews 30 Sep '04

30 Sep '04

At 9/30/04 9:54 AM, Reijer <reijer(a)xel.nl> wrote: >I was wondering whether OTRS has the possibility to have the >ticket-id/ticket number in the >body of the email instead of in the subject. The reason it's in the subject is so that when customers reply to any message you send them, their reply automatically includes the ticket number in the subject. That's how OTRS knows to match up a customer's reply with an existing ticket entry; if the number wasn't in the subject and the customer didn't include the part of the body of your message that contains the ticket number, each customer reply would create a brand new ticket, which is probably not what you want.... -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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RE: [otrs] LDAP/TLS
by Pete McDonnell 30 Sep '04

30 Sep '04

This works with Active Directory: added the following to /opt/otrs/Kernel/Config.pm $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '10.1.104.153'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=corp,dc=hiplab2003,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'pmcdonnell(a)corp.hiplab2003.com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'passwordremoved'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.1.104.153'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=corp,dc=hiplab2003,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'pmcdonnell(a)corp.hiplab2003.com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'passwordremoved'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', # to use an external database # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', Password => '', }, # customer uniq id CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '10.1.104.153', # ldap base dn BaseDN => 'ou=Users, dc=corp, dc=hiplab2003, dc=com', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=Pete McDonnell, ou=Users, dc=corp, dc=hiplab2003, dc=com', UserPw => 'passwordremoved', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: CBA Computer Support [mailto:support@bus.okstate.edu] > Sent: Wednesday, September 29, 2004 1:07 PM > To: otrs(a)otrs.org > Subject: [otrs] LDAP/TLS > > I've just got OTRS 1.3.1 installed want to use my > existing OpenLDAP server as a Customer back-end and User > authentication. It requires TLS connections. Does anyone > have an example of the LDAP config part of Config.pm using LDAP/TLS? > > Thanks, > > Jason Joines > ================================= > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

2 1

Less intrusive escalation
by Jorick Astrego 30 Sep '04

30 Sep '04

We'd like to use the escalation feature of OTRS but currently the feature prevents our agents from viewing the queue's when there are escalated tickets. What we would like to have is the escalation with all the unanswered tickets displayed prominently when logging in, but also a way to access the queue's normally after that. Sometimes an answer just has to wait longer than the escalation time in our enviroment. 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

2 2

Ticket number in the body instead of in the subject?
by Reijer 30 Sep '04

30 Sep '04

Dear List, I was wondering whether OTRS has the possibility to have the ticket-id/ticket number in the body of the email instead of in the subject. Perhaps someone created a module for this already, which could save me some time hacking up the code or looking for alternatives. I guess this feature might be interesting for other people as well, for your customers would feel less treated as a number in some 'fully automatic' response system. The use of a ticket system would be more invisible for the outside world, if you decide to use the email only feature. Ofcourse this might give some scalability issues in larger environments, because the whole body would have to be scanned, instead of just the subject. regards, Reijer

1 0

reminders getting BCC'ed after upgrade to otrs 1.3.1
by Brendan Humphreys 30 Sep '04

30 Sep '04

Hi, In otrs 1.2.x we had set up sendmail BCC'ing so that we could archive all correspondences. We did this using the following line in Config.pm: $Self->{'SendmailBcc'} = 'xxx(a)xxxx.xxx'; After upgrading to OTRS 1.3.1 we are now finding that agent reminder mails appear to be getting BBC'ed as well. Is this a regression? Is there any way to turn it off? Thanks, -Brendan --- Cenqua: Software Tools for Continuous Quality http://www.cenqua.com

1 0

otrs 1.3 installation problem over 9.1
by Erol YILDIZ 30 Sep '04

30 Sep '04

Hi, I have uninstalled the 1.3 beta4 and installed 1.3 to SuSE 9.1 and I get the messages which I have pasted below of this email in the error log of apache2. I have followed the steps for suse9.1 installation as running SuSEconfig, rcapache2 restart and then rcotrs start-force but still I can't get http://localhost/otrs/installer.pl. It says "You are not authorised to view this page". Any ideas? [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/CustomerFAQ.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AgentTicketLink.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/System/Encode.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminAutoResponse.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs/Kernel/cpan-lib/Mail/Field.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs/Kernel/cpan-lib/MIME/Parser/Reader.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminCustomerUserGroup.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Config/Modules.pm [Thu Sep 30 08:06:09 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminPostMasterFilter.pm [Thu Sep 30 08:06:09 2004] [error] [client 10.0.0.247] (13)Permission denied: access to /otrs/installer.pl/ denied

1 0

Martin's Request that I post to the list
by Tyler Hepworth 29 Sep '04

29 Sep '04

Hi Martin, Here is my test message. Tyler Hepworth

1 0

LDAP/TLS
by CBA Computer Support 29 Sep '04

29 Sep '04

I've just got OTRS 1.3.1 installed want to use my existing OpenLDAP server as a Customer back-end and User authentication. It requires TLS connections. Does anyone have an example of the LDAP config part of Config.pm using LDAP/TLS? Thanks, Jason Joines =================================

1 0

helpdesk setup
by Gilles Bordelais 29 Sep '04

29 Sep '04

Hello, I wish to setup the following helpdesk to support an application: 1st level - recieves the incoming tickets submitted via mail or web front-end, responds and tries to get as much details as possible. If the problem doesn't get solved along the way, the ticket is forwarded to: 2nd Level - only gets the ticket from 1st level. Takes a deeper insight at the problem, and solves it. If the problem is a bug in the software, the ticket is forwarded to: 3rd Level - development folks. only gets the ticket from 2nd level. All levels also maintain the FAQ. OTRS 1.2.4 is installed, and I've been trying to reproduce this organisation. I have been having problems with groups and queues, though. Like tickets of the 1st level excalating for the admins, some groups not seeing tickets they should, etc. I also couldn't forward a ticket from 1st level to the 2nd and thus make it disappear from the queue of the 1st. As I am quite unsure of the best way to do this, I would very much appreciate a roadmap. I am starting from scratch, so I'm really open for suggestions as to the best way of doing this. Thanks a lot in advance, Gilles Bordelais

2 1

Ticket Dates showing as 1970... Solution
by Ruairi Hickey 29 Sep '04

29 Sep '04

Hi, As I reported before, as a follow up to a similar report, email tickets had no date field in the header and were reported by thunderbird as having a date of 1970... I modified the file Article.pm as follows to add a DATE header. Ruairi diff -u otrs/Kernel/System/Ticket/Article.pm /opt/otrs/Kernel/System/Ticket/Article.pm --- otrs/Kernel/System/Ticket/Article.pm 2004-09-08 12:34:51.000000000 +0100 +++ /opt/otrs/Kernel/System/Ticket/Article.pm 2004-09-22 15:11:51.000000000 +0100 @@ -16,6 +16,7 @@ use Kernel::System::StdAttachment; use Kernel::System::Crypt; +use POSIX qw(strftime); use vars qw($VERSION); $VERSION = '$Revision: 1.70 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; @@ -1114,6 +1115,8 @@ my $InReplyTo = $Param{InReplyTo} || ''; my $Loop = $Param{Loop} || 0; my $HistoryType = $Param{HistoryType} || 'SendAnswer'; + my $DateStr = strftime "%a, %d %b %Y %H:%M:%S +0000", gmtime(); + # check needed stuff foreach (qw(TicketID UserID From Body)) { if (!$Param{$_}) { @@ -1189,6 +1192,7 @@ Cc => $Param{Cc}, Bcc => $Param{Bcc}, Subject => $Param{Subject}, + Date => $DateStr, 'Message-ID' => $MessageID, 'In-Reply-To:' => $InReplyTo, 'References' => $InReplyTo,

3 3

Bulk ticket locking
by Paul Rhein 29 Sep '04

29 Sep '04

Hi list, In OTRS 1.3.1 when moving ticket with the BULK feature to another queue, all the selected tickets get locked, and then moved to the new queue. Fine. But the tickets stay locked on the user who used the bulk action even so I have the option $Self->{UnlockTicket} => 1 in the Config.pm Can anybody tell what to do to avoid the locking of the bulk feature after the move ? Thanks and cheers Paul

1 0

POPping mail with usernames that contain @ symbols
by Robin Mordasiewicz 29 Sep '04

29 Sep '04

I am trying to POP mails with a username that contains an @ symbol but when I check the slapd.log files on the pop server I can see that domain portion of the username is not sent to the server and then of course the authenticaion fails. Is there somewhere in the perl scripts where it is truncating special characters or treating the @domain portion as some array variable. --

1 0

Test
by Tyler Hepworth 28 Sep '04

28 Sep '04

I changed my email address a few days ago and am receiving the mail list at my new address, but I have tried to submit a mail and it never showed up. I need to see if my posts are being received. Tyler Hepworth

1 0

help! tickets re-appearing
by N.R. 28 Sep '04

28 Sep '04

I already wrote, but no one replied. Maybe somebody has ANY idea on what is going one here - we answer an email, and after a few hours or sometimes a day - the tickets all show up in the QUEUE VIEW _Again_! state `open`, owner `person who answered`. I had to manually close all those tickets (20 of them). OTRS 1.3.1 N.

3 3

Dictionary & System logs
by Rudi Kramer 28 Sep '04

28 Sep '04

Good Morning I have two questions 1) How to a add custom words to the dictionary? 2) Can the system log section in OTRS be extended? How would I go about doing this? Thanks Rudi

2 1

few questions
by Strange, PJ (Philippa) 28 Sep '04

28 Sep '04

Our OTRS helpdesk has been live for 1 week now and has splendidly handled over 3200 tickets plus a few hundred I deleted form the database (eagerly waiting for the bulk facility!) Can anyone answer the following: 1/ occasionally ie not regularly enough to form a consistent pattern, tickets will reopen themselves! In the ticket history you can see the ticket being closed and then marked as open again. Why does this happen? 2/ is there a way to remove queues from the custom/personal queue box in preferences. I set a queue to receive notifications from and now I don't want them but it seems I have to have something in there now!! Is there a way around this? 3/ there appears to have been a mail loop problem and there was a situation where tickets were bouncing back and forth to a particular user. The only auto-response set is on new tickets so I'm not sure why this happened. What I want to know is, is there a way to suspend OTRS or at least the mail handling in order to delete the looping mail? Thanks guys and keep up the good work. Philippa Strange

3 3

Re: [otrs] Dictionary & System logs
by Rudi Kramer 28 Sep '04

28 Sep '04

erm, yes that's what my question is also :-) ----- Original Message ----- From: "Varsani, Rajendrakumar (PSD)" <rajendrakumar.varsani(a)psd.defra.gsi.gov.uk> To: <rkramer(a)bus-sol.co.za> Sent: Tuesday, September 28, 2004 1:34 PM Subject: RE: [otrs] Dictionary & System logs Rudi, I'd like to know the answer to extending the log system too if you get the answer. Thanks in advance. Rajendrakumar -----Original Message----- From: Rudi Kramer [mailto:rkramer@bus-sol.co.za] Sent: Tuesday, September 28, 2004 11:27 AM To: otrs(a)otrs.org Subject: [otrs] Dictionary & System logs Good Morning I have two questions 1) How to a add custom words to the dictionary? 2) Can the system log section in OTRS be extended? How would I go about doing this? Thanks Rudi _______________________________________________ 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/ Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

1 0

RE: [otrs] Install question
by Pete McDonnell 27 Sep '04

27 Sep '04

Installation was quite smooth on SuSE Linux 9.1 with the exception of one item. I had to configure the mod_perl Apache module manually. Apache was not loading it and therefore none of the OTRS scripts worked at all. At one or more points in the setup docs there is mention of a phpmyadmin script which I am unable to use for the same reason - mod_php doesn't even exist on this system. I haven't had a chance to investigate that yet though. - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Brian Ronk [mailto:bronk@bookmasters.com] > Sent: Monday, September 27, 2004 11:17 AM > To: otrs(a)otrs.org > Subject: [otrs] Install question > > I've been trying to get otrs to install to test it. I want > to see what it could do internally here where I work, and > thought I could set up a test system. I'm having some > problems though. I installed Debian testing, with otrs 1.2 > (all from the Debian servers) just to see what I can do with > it. I can't get it running though. > I can't access the /otrs/ directory through the web, even > though otrs is the web user, and I set up the <Location> > stuff in the apache2.conf file (as far as I can tell there is > a httpd.conf but it is not used for > Apache2 configuration). > I think what I'm going to do is setup a Suse 9.1 install on > this computer to test it. It seems that it's easier to > install otrs on Suse by the look of it. I downloaded the > Personal cd, and am installing from that. I'll let you know > how that goes. If you have ideas on what was going wrong > though, that would be extremely helpful. Thanks. > -- > Brian Ronk > System Administrator > BookMasters, Inc > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

1 0

Re: [otrs] Line wrap problems
by Robert L Mathews 27 Sep '04

27 Sep '04

At 8/31/04 8:26 AM, Wes Plate <wes(a)automaticduck.com> wrote: >On 8/31/04 5:59 AM, "Frederik Seiffert" wrote: > >> Yes, that was me. Unfortunately, while the incoming message looks just >> fine, the reply sent with OTRS still looks awful. Have a look at the >> first and third external agent email. > >Ah, right. Yeah, it isn't fixed yet. I've submitted a small patch that should completely fix line wrapping in outgoing agent messages: http://bugs.otrs.org/show_bug.cgi?id=526 It finishes the previous code changes I suggested back in April, completely removing the dependency on browser line wrapping in AgentCompose: http://lists.otrs.org/pipermail/dev/2004-April/000505.html Sorry for the delay in submitting it; perhaps it's trivial enough (and fixes a large enough bug) that it can make it into OTRS 1.3. (Note that in the interests of keeping the patch very small, it doesn't attempt to address other places that hard wrapping might be annoying, like creating phone tickets. I'll try and submit a later patch for other ones after 1.3.) -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

5 6

Install question
by Brian Ronk 27 Sep '04

27 Sep '04

I've been trying to get otrs to install to test it. I want to see what it could do internally here where I work, and thought I could set up a test system. I'm having some problems though. I installed Debian testing, with otrs 1.2 (all from the Debian servers) just to see what I can do with it. I can't get it running though. I can't access the /otrs/ directory through the web, even though otrs is the web user, and I set up the <Location> stuff in the apache2.conf file (as far as I can tell there is a httpd.conf but it is not used for Apache2 configuration). I think what I'm going to do is setup a Suse 9.1 install on this computer to test it. It seems that it's easier to install otrs on Suse by the look of it. I downloaded the Personal cd, and am installing from that. I'll let you know how that goes. If you have ideas on what was going wrong though, that would be extremely helpful. Thanks. -- Brian Ronk System Administrator BookMasters, Inc

1 0

Using LDAP authentication and encryption of passwords
by OTRS main list 27 Sep '04

27 Sep '04

I want to use the LDAP authentication module ($Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP') so that customers can use their Active Directory username and password to gain access to their customer panel. I can easily ensure that their password and username are encrypted between their computer and our web server by using a secure (https) web server, but is the connection used by the LDAP authentication module between the web server and the Active Directory domain controller encrypted or in the clear? If, as I suspect, it is not encrypted, is there a way to change it so that it is encrypted? Thanks, A. Lewenburg

1 0

Tickets looping in OTRS
by Rob Gallagher 27 Sep '04

27 Sep '04

Hi, We have setup OTRS (1.2.4) to pop off a support mailbox at regular intervals and this is working quite well. Occasionaly however, OTRS will not delete the emails after it has popped them off, and keeps creating new tickets for the same email endlessly until we manually delete the mail from the account. Turned on full debugging to shed some light on the problem, the only strange thing I can see is that in the log entries for the offending message the system is not inserting any newline characters after the ArticleType: field and instead is jumping onto the next mail in the queue before deleting the previous one. As a result it comes back to the same mail and the cycle starts all over again. Has anyone else come across this? -- Robert Gallagher Kerna Communications, 29 Bridgefoot Street, Dublin 8, Ireland. Ph: (+353 1) 6796535 Fx: (+353 1) 6796596 http://www.kerna.ie/

3 2

Euro sign
by Gerben Meijer 27 Sep '04

27 Sep '04

Hi, Before I go report this as a bug, does anyone else experience problems when using the euro sign in a reply? I'm getting: Software error: Wide character in syswrite at /usr/share/perl/5.8/Net/Cmd.pm line 430. This shows up in the error_log too: [Thu Sep 23 15:42:19 2004] index.pl: Wide character in syswrite at /usr/share/perl/5.8/Net/Cmd.pm line 430. In 1.2.3, this lead to a Premature end of script headers, but in 1.3.1 i think the error reporting changed. Could someone give me a hint? I'm using UTF-8 :) Thanks! Regards, Gerben

5 4

Upgrading and Themes..
by Brian 27 Sep '04

27 Sep '04

Hello all Happily running 1.2.4 and upgrading to 1.3.1 all seems to have gone well except for the themes.. (they are gone) or so it seems.. icons work but there is html present in the pages.. ie. $Include{"Copyright"} $Include{"css"} the UPGRADING docs says this: *) If you use the tar: a) the otrs themes between 1.2 and 1.3 are _not_ compatible (don't us the old theme)! what does that mean? :) how do I use the new theme or how do I fix what is apparently that problem.. clues appreciated. - Brian

4 6

The new Bulk Action
by Alessandro Ranellucci 27 Sep '04

27 Sep '04

Is there a way to do a bulk action without locking tickets? I mostly use it for moving spam messages into my "Junk" queue (where a GenericAgent will remove them), and I don't like to have recent spam messages automatically locked in my AgentMailbox view! - Alessandro

3 3

RE: Euro sign
by Gerben Meijer 25 Sep '04

25 Sep '04

Hi, >> Gerben Meijer schrieb: >>> Before I go report this as a bug, does anyone else experience >>> problems when using the euro sign in a reply? >> >> Works like a charm for me. Alas, I have no need for utf-8 and am using >> iso-8859-1 both in OTRS and the DB backend, which is a MySQL. >> Everything on Deb testing. Win32 works too, same config. >> >>> Could someone give me a hint? I'm using UTF-8 :) >> >> What are your settings? Which DB backend do you use? Which browser? >> Which language? > > Which version of mysql might be important too. I don't think it was capable of supporting UTF-8 until 4.something. $Self->{DefaultLanguage} = 'nl'; $Self->{DefaultCharset} = 'utf-8'; Package: mysql-server Version: 4.0.21-1 Package: perl Version: 5.8.4-2.2 It's running on Debian Sarge (testing). The problem occurs both with IE (6) and latest Firefox. >>Works like a charm for me. Alas, I have no need for utf-8 and am >using iso-8859-1 both in OTRS and the DB backend, which is a MySQL. >>Everything on Deb testing. Win32 works too, same config. > > Are you sure? ISO-8859-1 doesn't include the euro sign for sure, so your messages may be displayed wrongly on other platforms. > You should switch to ISO-8859-15 (ISO Latin 9) or Unicode instead. $Self->{DefaultCharset} = 'iso-8859-15'; this works with euro, but afaik it's better to use UTF right? Or is that only really needed with multi-lingual OTRS uses? So, any clues? Is it Perl or MySQL? Thanks :) Gerben

2 1

How Do I Upgrade
by Arun Niyogi 24 Sep '04

24 Sep '04

Hi, I want to use some of the new features of 1.3.1. Can some one direct me to the steps? What do I need to change? DB? Perl modules? I am using 1.2.4. Thanks in advance for your help. Arun -- Operations Manager ( USA ) arun(a)tripodsupport.com 800.406.9452 (toll-free) 214.315.4478 (direct) 866.544.4131 (support center) 512.233.0867 (fax) Tripod Support Solutions - 24x7 Technical Support and Server Management http://www.tripodsupport.com

2 2

RE: [otrs] Tickets Available: count versus All tickets: count fora given queue
by paynem＠ijet.com 23 Sep '04

23 Sep '04

Thanks very much for that info. Can I get a definition of "available" tickets? What makes a ticket "available"? What criteria define if a ticket is shown on the queueview page? MMP

2 1

RE: [otrs] Tickets Available: count versus All tickets: count for a given queue
by Tyler Hepworth 23 Sep '04

23 Sep '04

paynem(a)ijet.com wrote: > I am trying to understand the QueueView so I can understand how many > open tickets there are, and who is working on them (owner). Why does > the queueview only show "available" tickets versus "open" (not yet > closed) tickets, and what criteria is used to determine if a ticket > is available? > > What is the best way to get an overview of several queues, to see: > - How many tickets are open, > - Who is working on them, and > - Their subject/priority > > I have created a search on the utilities page to get this data, but > it is cumbersome (status= new, open, pending reminder, pending > autoclose+/- for my queues). Create your search criteria and the select "Yes, save it with name" at the bottom. That let's you save your search as a template. The next time you want that info, just select the template from the drop down at the top and hit search. >We are using version 1.2.3. I think an > earlier version we used at least had an "open tickets" link on the > utilties page. I wish I could make this my default page when I come > into the tool (open tickets), or define a custom search as the > default start page. > > Thanks for any help you can provide. > MMP Open tickets is still available but has been commented out in the .dtl file (don't remember which one). You have to get into the source and uncomment it to make is show open tickets.

1 0

Tickets Available: count versus All tickets: count for a given queue
by paynem＠ijet.com 23 Sep '04

23 Sep '04

I am trying to understand the QueueView so I can understand how many open tickets there are, and who is working on them (owner). Why does the queueview only show "available" tickets versus "open" (not yet closed) tickets, and what criteria is used to determine if a ticket is available? What is the best way to get an overview of several queues, to see: - How many tickets are open, - Who is working on them, and - Their subject/priority I have created a search on the utilities page to get this data, but it is cumbersome (status= new, open, pending reminder, pending autoclose+/- for my queues). We are using version 1.2.3. I think an earlier version we used at least had an "open tickets" link on the utilties page. I wish I could make this my default page when I come into the tool (open tickets), or define a custom search as the default start page. Thanks for any help you can provide. MMP

1 0

RE: [otrs] How to make a posixGroup in Active Directory
by Tyler Hepworth 23 Sep '04

23 Sep '04

OTRS main list wrote: > In the documentation on using LDAP to authenticate, to restrict > access to a list of people it is recommended that a posixGroup be > created. I know how to create a "regular" group in the Active > Directory, but how do I make a "posixGroup"? Is there some special > tool that comes with Windows 2000 Server to create posixGroups? Just a regular group will work fine. The authors created the LDAP functionality for OpenLDAP type servers and have tried to adapt that functionality to Active Directory. Most of their assumptions are correct but others are not. The documentation is slowing being refined as end-users find and correct errors. So, don't worry too much about the terminology. There isn't something called a "posixGroup" in AD, but there doesn't have to be. It just has to be a group. "posixGroup" is how it is referred to in *LDAP servers. I have been using AD successfully for several months now. If you have any more questions, I will be glad to assist you. Let me know. Tyler Hepworth

1 0

How to make a posixGroup in Active Directory
by OTRS main list 23 Sep '04

23 Sep '04

In the documentation on using LDAP to authenticate, to restrict access to a list of people it is recommended that a posixGroup be created. I know how to create a "regular" group in the Active Directory, but how do I make a "posixGroup"? Is there some special tool that comes with Windows 2000 Server to create posixGroups? Thanks.

1 0

Using accesskey
by Alessandro Ranellucci 23 Sep '04

23 Sep '04

Hi OTRS folks, I used to press Enter to submit followups instead of clicking the form button. Now that there is the "Attach" button this doesn't work since the page gets just reloaded. Then I added the "accesskey" attribute to the HTML template: <input class="button" type="submit" accesskey="e" value="$Text{"Send mail!"}" onclick="return submit_compose();"> This way I can avoid clicking manually. I think it would be great to include this fix into the official distribution, along with accesskey specification for each link (ticket list, phone ticket, compose, standard replies, customer info etc.) to let people browse without the mouse. Keep up the good work! - Alessandro

1 0

Problem with LDAP (AD) lookups
by Pete McDonnell 22 Sep '04

22 Sep '04

Pete McDonnell schrieb: > AD Authentication is working OK, It isn't. > but I have to create an entry in the > customer table before a customer can login. That's not a big deal, > hopefully that will be working nicely in later versions :-) It should not be necessary at all. > What's not working is that when I select the Customer User page under the > Admin Area I only see the users that I've manually setup. I also get > messages such as the following in my system's messages log file. At around > 16:40 I changed the user to the Administrator of the AD tree to see if it > was a permissions issue that was causing the browsing to fail. I guess the user you're using to connect isn't equipped with a right's range broad enough. "cn=Pete McDonnell, ou=Users, dc=corp, dc=hiplab2003, dc=com" is probably not capable of reading all the necessary info. Try to create a designated reader user with no write access to any part of the AD tree, but all area read access (yes, except for the passwords). Unfortunately, I cannot tell you how to incorporate such a user, as I luckily do not have to work with AD or stuff like that. I could tell you what code would be necessarily on a regularyl LDAP server based on OpenLDAP, though. Better choice, btw. *scnr* --Pete McDonnell wrote on 09/22/2004--------------------------------------------- I made the following changes and lookups are now functioning. Thanks for the pointers. - Set the lookup account as having full permissions on the Users object under the top level of the A/D Forest. I probably have some of the terminology wrong, as I'm certainly no expert with A/D - commented out the section of the Config.pm which wasn't neceessary (had inactive sections referring to an ODBC driver) - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228

1 0

RE: otrs Digest, Vol 14, Issue 30
by Pete McDonnell 21 Sep '04

21 Sep '04

Message: 7 Date: Tue, 21 Sep 2004 23:28:16 +0200 From: Robert Kehl <mailinglists(a)robertkehl.de> Subject: Re: [otrs] Problem with LDAP (AD) lookups To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <41509CF0.1070006(a)robertkehl.de> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Pete McDonnell schrieb: > AD Authentication is working OK, It isn't. <Pete> Really? I'm fairly sure it is... ie if I change the password on the AD server I am forced to log in with that new password immediately. Even if I scramble the password field in the OTRS table, it has no effect - I still must use the AD password to login. I'm fairly certain that basic authentication (no lookups involved) is functional. Please do let me know if I'm wrong though! > but I have to create an entry in the > customer table before a customer can login. That's not a big deal, > hopefully that will be working nicely in later versions :-) It should not be necessary at all. > What's not working is that when I select the Customer User page under the > Admin Area I only see the users that I've manually setup. I also get > messages such as the following in my system's messages log file. At around > 16:40 I changed the user to the Administrator of the AD tree to see if it > was a permissions issue that was causing the browsing to fail. I guess the user you're using to connect isn't equipped with a right's range broad enough. "cn=Pete McDonnell, ou=Users, dc=corp, dc=hiplab2003, dc=com" is probably not capable of reading all the necessary info. <Pete>As mentioned in the original post, I did change the account used by OTRS to the Administrator account as a test. I had very similar results. Try to create a designated reader user with no write access to any part of the AD tree, but all area read access (yes, except for the passwords). <Pete> I will investigate this tomorrow. Thanks for the suggestion. -Pete McDonnell Hip Interactive

1 0

RE: [otrs] Problem with LDAP (AD) lookups
by Tyler Hepworth 21 Sep '04

21 Sep '04

Pete McDonnell wrote: > ____ > Sep 21 16:39:35 test OTRS-CGI-10[4266]: > [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:169]: > 00000000: LdapErr: DSID-0C0905FF, comment: In order to perform this > operation a successful bind must be completed on the connection., > data 0, vece Sep 21 16:39:35 test Sep 21 16:39:35 test > ____ Binding to the directory fails. Without a successful bind, you will not be able to do anything else with LDAP. > $Self->{'AuthModule::LDAP::SearchUserDN'} = > 'pmcdonnell(a)corp.hiplab2003.com'; > > $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxx'; SearchUserDN and SearchUserPw are used to attempt the bind. SearchUserDN must have administrative rights to the tree in order to retrieve LDAP information about any object other than itself. If SearchUserDN does not have admin rights, it can only retrieve information about itself (which isn't any good). Tyler Hepworth

1 0

Problem with LDAP (AD) lookups
by Pete McDonnell 21 Sep '04

21 Sep '04

AD Authentication is working OK, but I have to create an entry in the customer table before a customer can login. That's not a big deal, hopefully that will be working nicely in later versions :-) What's not working is that when I select the Customer User page under the Admin Area I only see the users that I've manually setup. I also get messages such as the following in my system's messages log file. At around 16:40 I changed the user to the Administrator of the AD tree to see if it was a permissions issue that was causing the browsing to fail. ____________________________________________________________________________ ____ Sep 21 16:39:35 test OTRS-CGI-10[4266]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:169]: 00000000: LdapErr: DSID-0C0905FF, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, vece Sep 21 16:39:35 test Sep 21 16:39:35 test OTRS-CGI-10[4266]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:169]: 00000000: LdapErr: DSID-0C0905FF, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, vece Sep 21 16:39:35 test Sep 21 16:40:00 test /USR/SBIN/CRON[27178]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Sep 21 16:40:00 test /USR/SBIN/CRON[27180]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Sep 21 16:41:37 test OTRS-CGI-10[4267]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:169]: 0000208D: NameErr: DSID-031001C6, problem 2001 (NO_OBJECT), data 0, best match of: 'DC=corp,DC=hiplab2003,DC=com' Sep 21 16:41:37 test Sep 21 16:41:37 test OTRS-CGI-10[4267]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:169]: 0000208D: NameErr: DSID-031001C6, problem 2001 (NO_OBJECT), data 0, best match of: 'DC=corp,DC=hiplab2003,DC=com' ____________________________________________________________________________ ____ Below is the Config.pm section that I added so far: ____________________________________________________________________________ ____ $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '10.1.104.153'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=corp,dc=hiplab2003,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'pmcdonnell(a)corp.hiplab2003.com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxx'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.1.104.153'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=corp,dc=hiplab2003,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'pmcdonnell(a)corp.hiplab2003.com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxx'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', # to use an external database # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', Password => '', }, # customer uniq id CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '10.1.104.153', # ldap base dn BaseDN => 'ou=Users, dc=corp, dc=hiplab2003, dc=com', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=Pete McDonnell, ou=Users, dc=corp, dc=hiplab2003, dc=com', UserPw => 'xxx', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; ____________________________________________________________________________ ____ Is anyone able to provide any insight? - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228

2 1

Strange problem with 1.3b4
by Ruairi Hickey 21 Sep '04

21 Sep '04

Hi, I've installed 1.3b4 on debian sarge and run through the initial configuration. Now after 2 or 3 selections within otrs when I click on something I get bounce somewhere else within otrs and I get a new session. These 'ghost' sessions never close ... I have a feeling I've messed up with permissions ... Does anyone have any suggestions as to how to rectify this ? Thanks Ruairi

2 9

Ticketing Process
by Alex Ricordi 21 Sep '04

21 Sep '04

Hi , I am testing the ticketing system (OTRS) but all the documentation I found is technical-oriented... Is there any user-oriented documentation to understand the proposed flow process for the tickets using OTRS.. i.e. When the tickets get locked? (I supposed when you assign an owner... plus some configuration in the queue), How I follow up the tickets for the whole department as an Admin)? (only using the utilities report???). Please let me know if there is some user manual to read Alex Ricordi

2 1

RE: [otrs] PROBLEM SEND EMAIL
by Neal Timm 21 Sep '04

21 Sep '04

Looks like the problem is connecting to the mail server to try telnetting to port 110 from the otrs server from command line and see what happens. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of cruiz(a)sigef.gov.ec Sent: Monday, September 20, 2004 10:50 AM To: otrs(a)otrs.org Subject: [otrs] PROBLEM SEND EMAIL Hi. When creating ticket doesnt send the mail of notification of the message displaying this message. X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> Status: RO ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Sep 13 15:50:00 2004 Message: Can't connect to 200.107.4.121 Traceback (16149): Module: main::FetchMail (v1.11) Line: 130 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.11) Line: 106 Might indicate like solving but fast possible. Thanks Regards Ing. Christian Ruiz Z. PROYECTO SIGEF E-mail : cruiz(a)sigef.gov.ec Telfs : 2906893, 2561427 2549077, 2503951 Ext. 254 ____________________________________________________ Mensaje revisado y escaneado por AntiVirus del SIGEF

4 3

OTRS on OSX server
by mhellar 21 Sep '04

21 Sep '04

Hi, I installed otrs from source on OSX server 10.3.5. When I run the web installer I get to the license and database setup page ok. After that I get redirected to 'foo.example.com'. I went over all of the settings in Config.pm. Any ideas on how to fix this? Thanks in advance. -Mark

3 2

Any news on OTRS 1.3?
by Rudi Kramer 21 Sep '04

21 Sep '04

Good Morning Any news on when OTRS 1.3 (final build) will be released? Thanks Rudi

2 2

questions
by Strange, PJ (Philippa) 21 Sep '04

21 Sep '04

We've gone live with 1.2.4 and currently running in tandem with Remedy for just one more week and then OTRS will be our main helpdesk. Anyway I have the following questions: 1/ Is it possible to search for the number of phone calls over a given period? 2/ we are forwarding tickets from Remedy to OTRS and changing the customer id to be the ticket originator. However, when we then action, respond or close the ticket the from: address is still Remedy even though we have changed the Customer ID. Is this a bug? 3/ I've added entries in GenericAgent.pm to delete tickets in the spam queue but they aren't being deleted. Is there something else I need to do? I've restarted cron.sh just in case Rgds Philippa

4 4

PROBLEM SEND EMAIL
by cruiz＠sigef.gov.ec 20 Sep '04

20 Sep '04

Hi. When creating ticket doesnt send the mail of notification of the message displaying this message. X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> Status: RO ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Sep 13 15:50:00 2004 Message: Can't connect to 200.107.4.121 Traceback (16149): Module: main::FetchMail (v1.11) Line: 130 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.11) Line: 106 Might indicate like solving but fast possible. Thanks Regards Ing. Christian Ruiz Z. PROYECTO SIGEF E-mail : cruiz(a)sigef.gov.ec Telfs : 2906893, 2561427 2549077, 2503951 Ext. 254 ____________________________________________________ Mensaje revisado y escaneado por AntiVirus del SIGEF

2 1

Re: Status
by martin＠otrs.org 20 Sep '04

20 Sep '04

Your requested mail has been attached.

1 0

Strange problem with 1.3b4
by Ruairi Hickey 17 Sep '04

17 Sep '04

Hi, I've installed 1.3b4 on debian sarge and run through the initial configuration. Now after 2 or 3 selections within otrs when I click on something I get bounce somewhere else within otrs and I get a new session. These 'ghost' sessions never close ... I have a feeling I've messed up with permissions ... Does anyone have any suggestions as to how to rectify this ? Thanks Ruairi

1 0

Strange problem with 1.3b4
by Ruairi Hickey 17 Sep '04

17 Sep '04

Hi, I've installed 1.3b4 on debian sarge and run through the initial configuration. Now after 2 or 3 selections within otrs when I click on something I get bounce somewhere else within otrs and I get a new session. These 'ghost' sessions never close ... I have a feeling I've messed up with permissions ... Does anyone have any suggestions as to how to rectify this ? Thanks Ruairi

1 0

customer authentication via ldap
by Erol YILDIZ 17 Sep '04

17 Sep '04

Hi, How can I authenticate customers via LDAP? thanks

2 1

response content ordering
by Strange, PJ (Philippa) 16 Sep '04

16 Sep '04

Hi I've created several responses in a particular queue but the text in the response is being added at the bottom of the message ie after the content of the original. Is it possible to place the original email at the bottom of the response? What script composes the response? Thanks Philippa Strange

2 1

Request for search results list
by Wes Plate 14 Sep '04

14 Sep '04

Below is a message from one of my users. I disagree with his comments on OTRS usability, but while I found how to find all tickets (find * in Ticket), I see it would be nice to see ticket start dates in the search results list. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com ------ Forwarded Message Date: Mon, 13 Sep 2004 09:47:29 -0700 Subject: Re: VideoStrobeEffect len issues... I would try the OTRS search myself, but that program is impossible. Gee, it would even be nice to have a raw listing of ALL entries... then maybe I could find something in the list w/ the right date. ------ End of Forwarded Message

2 2

DATABASE schema of OTRS 1.2.4
by Edgar Meij 14 Sep '04

14 Sep '04

Will there be a new, updated scheme for version 1.3? Kind regards, Edgar Meij

2 4

Changing DB
by Hans Scheffers 14 Sep '04

14 Sep '04

Hi, I changed the DB from system X to system Y (both on postgres) and changed the according line in Config.pm (version 1.9 I think i have running) This change is not detected by otrs, even when I restart apache it isn't detected. I don't have configuration lines for the db in the perl-preload script for apache. What should I do to let otrs look at the new db? Grtz Hans

3 4

AW: [otrs] bulk action not working in 1.3b4
by Marc Scheuffler 14 Sep '04

14 Sep '04

There are javascript errors with many Windows browsers. As far as I know - there is already an open bug request in your Bugzilla. Cheers, Marc -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Robert Kehl Gesendet: Montag, 13. September 2004 23:10 An: User questions and discussions about OTRS. Betreff: Re: [otrs] bulk action not working in 1.3b4 On Monday, September 13, 2004 10:32 AM erol <erol(a)kemerkoy.k12.tr> wrote: > bulk actions not working in 1.3b4 Why, what's happening? Es grüßt fröhlich Robert Kehl -- Den habe ich bei der EM 1980 beim 3-0 gegen Holland mal eingewechselt. Und Schwupps, nach drei Minuten hatte er den ersten Holländer umgelegt. Jupp Derwall über Lothar Matthäus _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

2 2

bulk action not working in 1.3b4
by erol 14 Sep '04

14 Sep '04

hi, bulk actions not working in 1.3b4

3 2

Redirects On SuSE 9.1
by L. Mark Stone 13 Sep '04

13 Sep '04

I realize this is more of an Apache2 question (and we have looked through the Apache2 docs some already, to no avail), but I thought that someone else here may have solved this identical problem. We have a brand new OTRS 1.2.4 installation on a new SuSE 9.1 server with Apache2. (This is our first SuSE 9.1/Apache2 production installation). To access OTRS, we find that users must enter "http://serverFQDN/otrs/index.pl" in their web browsers. If they enter "http://serverFQDN/otrs/" they get a 404 Object Not Found error. It seems as if the file /opt/otrs/var/httpd/htdocs/index.html doesn't redirect the user successfully. Ideally, we would like users to enter only "http://serverFQDN/otrs" (without the trailing slash) if possible, but we'll settle for just getting this redirect to work. Thanks! Mark -- _________________________________________________ L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street Portland, ME 04101 Tel: (207) 772-5678

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OTRS as UI-less ticketing engine?
by Karsten Silz 11 Sep '04

11 Sep '04

Hi! OTRS looks like a pretty advanced ticketing system. How could I integrate it seamlessly with a Java-based web project where OTRS is the "ticketing engine under the hood" but the user interface is written in Java? The feature list mentions "easy to write different frontends" but I couldn't find anything in the manual. -- Karsten Silz "A second marriage is the triumph of hope over experience." Samuel Johnson, English writer

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