- otrs - OTRS mailing lists

change pending time
by Andreas Bublitz 11 Sep '04

11 Sep '04

Hey guys, I just wanted to know how I can change the frequency of the reminding emails. I know that I have to change this line in otrs/otrs/var/cron/pending_jobs.dist: 45 * * * * $HOME/bin/PendingJobs.pl >> /dev/null Unfortunately I don't know what I have to change here. I would like to have these emails send every 6 hours. How can I do that? thanks in advance, Andreas Bublitz

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Re: [otrs] TicketDivider is not working with 1.3.0 beta 3
by Robert L Mathews 10 Sep '04

10 Sep '04

At 9/10/04 3:00 AM, Robert Kehl <mailinglists(a)robertkehl.de> wrote: >Btw, in Kernel/System/EmailSubject.pm I changed lines 214ff. to not >default to 'Re: ', as it seems to not allow the empty string set in >Config.pm: Ah, yes -- good catch. Thanks! -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Re: [otrs] TicketDivider is not working with 1.3.0 beta 3
by Robert L Mathews 10 Sep '04

10 Sep '04

At 9/8/04 3:00 AM, Robert Kehl wrote: >> I`ve set up: >> $Self->{TicketHook} = '#'; >> $Self->{TicketDivider} = '_'; or $Self->{TicketDivider} = ' '; >> >> $Self->{TicketNumberGenerator} = >> 'Kernel::System::Ticket::Number::AutoIncrement'; >> $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = >> 6; >> and I always get ticket [#: number] not [#_number] or [#number] >> why? > >This option is incorporated in OTRS, but actually never used throughout >the code. The dev team knows about this, Martin, don't you? It's not >hard to fix, but has to happen in several files, is quite time consuming >and a feature seldom asked for. For what it's worth, I submitted a patch in Bugzilla that makes TicketDivider work everywhere and cleans up lots of other things related to e-mail "Subject" handling: http://bugs.otrs.org/show_bug.cgi?id=523 It completely replaces the bits of the code that currently do subject writing/rewriting, and even adds nifty features like the ability to put the ticket number at the end of the subject instead of the beginning in replies. Unfortunately, the patch touches many places in the code and is quite large (though each change is fairly simple); I wouldn't blame Martin for being a little skeptical. But as I said in the description, I'm willing to work to make it more palatable if necessary to get it included at some point. -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Feature Suggestion: In Compose Ticket, Popup Ticket History
by Peter Beckman 10 Sep '04

10 Sep '04

Sometimes when I'm composing a reply to a ticket, I'd like to go back through the history a bit. Unfortunately, there isn't an easy way to do that without having opened the ticket in a new window, or going back into the system in another window and finding that ticket again. Wouldn't it be nice to be able to click on 'Review Ticket History' link and have it pop up in a new window and be able to review the history easily while composing a reply? :-) --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)purplecow.com http://www.purplecow.com/ ---------------------------------------------------------------------------

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Re: [otrs] TicketDivider is not working with 1.3.0 beta 3
by Robert L Mathews 10 Sep '04

10 Sep '04

At 9/9/04 12:36 PM, "Robert Kehl" <mailinglists(a)robertkehl.de> wrote: >patching file Kernel/Modules/AgentForward.pm >Hunk #1 succeeded at 15 with fuzz 1. >Hunk #2 succeeded at 165 (offset -6 lines). >... >patching file Kernel/System/Ticket/Article.pm >Hunk #1 succeeded at 15 with fuzz 1. >Hunk #2 succeeded at 1688 (offset 20 lines). >Hunk #3 succeeded at 1866 (offset 20 lines). >Hunk #4 succeeded at 2028 (offset 20 lines). >Hunk #5 succeeded at 2049 (offset 20 lines). > >This is against an up-to-date CVS rel-1_3. As a followup, I did try this and looked at the files in question, and the patches did apply properly anyway, so it should be okay. Hope this helps. -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Re: [otrs] TicketDivider is not working with 1.3.0 beta 3
by Robert L Mathews 09 Sep '04

09 Sep '04

At 9/9/04 12:36 PM, "Robert Kehl" <mailinglists(a)robertkehl.de> wrote: >patching file Kernel/Modules/AgentForward.pm >Hunk #1 succeeded at 15 with fuzz 1. >Hunk #2 succeeded at 165 (offset -6 lines). >... >patching file Kernel/System/Ticket/Article.pm >Hunk #1 succeeded at 15 with fuzz 1. >Hunk #2 succeeded at 1688 (offset 20 lines). >Hunk #3 succeeded at 1866 (offset 20 lines). >Hunk #4 succeeded at 2028 (offset 20 lines). >Hunk #5 succeeded at 2049 (offset 20 lines). > >This is against an up-to-date CVS rel-1_3. Sorry about that -- I had a slightly older version of CVS that the patch was against. :-( Although it sounds like the patches actually were applied okay anyway, I'll verify it against a clean CVS rel-1_3 checkout to be absolutely sure the changes didn't introduce any problems, and report back. Thanks again! -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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GenericAgent.pm Help -- Multiple Body Searches (heh)
by Peter Beckman 09 Sep '04

09 Sep '04

Sorry about the title... it's descriptive at least. So I've got GenericAgent.pm running, and it works great. My only complaint is that we are trying to classify messages as they come in based on Subject first, then by the text in the body of the message. The problem is, I have about 30 keywords for 5 different queues. I don't particularly want to create 30 different "items" within GenericAgent, but things don't seem to work using this: 'Unsubscribe Tickets' => { # get all tickets with these properties Queue => 'Support', States => ['new', 'open'], Body => ['%unsubscribe%', '%un-subscribe%', '%cancel%'], Locks => ['unlock'], # new ticket properties New => { Queue => 'Support::Unsubscribe', Note => { From => 'MoveTicketsAgent', Subject => 'Ticket Moved!', Body => 'Moved ticket from "Support" to "Unsubscribe" because that I do.', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, What would be nice is if I could search for multiple items within a ticket, kind of like this: select * from tickets where (body like '%unsubscribe%' or body like '%un-subscribe%' or body like '%cancel%') So I guess the issue is in otrs/Kernel/System/Ticket.pm on line 1386: foreach my $Key (keys %FieldSQLMapFullText) { if ($Param{$Key}) { $Param{$Key} =~ s/\*/%/gi; $SQLExt .= " AND $FieldSQLMapFullText{$Key} LIKE '".$Self->{DBObject}->Quote($Param{$Key})."'"; } } Well, I decided to fix it myself. Here's the diff: *** Ticket-orig.pm 2004-09-09 14:39:39.000000000 -0400 --- Ticket-Beckman.pm 2004-09-09 14:43:01.000000000 -0400 *************** *** 1385,1392 **** ); foreach my $Key (keys %FieldSQLMapFullText) { if ($Param{$Key}) { ! $Param{$Key} =~ s/\*/%/gi; ! $SQLExt .= " AND $FieldSQLMapFullText{$Key} LIKE '".$Self->{DBObject}->Quote($Param{$Key})."'"; } } # ticket free text --- 1385,1402 ---- ); foreach my $Key (keys %FieldSQLMapFullText) { if ($Param{$Key}) { ! if (ref($Param{$Key}) eq "ARRAY") { ! foreach (@{$Param{$Key}}) { ! s/\*/%/gi; ! push (@{$Param{MyKeys}}, "$FieldSQLMapFullText{$Key} LIKE '".$Self->{DBObject}->Quote($_)."'"); ! } ! if ($Param{MyKeys}) { ! $SQLExt .= " AND (${\(join ' OR ' , @{$Param{MyKeys}})})"; ! } ! } else { ! $Param{$Key} =~ s/\*/%/gi; ! $SQLExt .= " AND $FieldSQLMapFullText{$Key} LIKE '".$Self->{DBObject}->Quote($Param{$Key})."'"; ! } } } # ticket free text --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)purplecow.com http://www.purplecow.com/ ---------------------------------------------------------------------------

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Re: [otrs] Totally empty tickets in my queue
by wes＠automaticduck.com 09 Sep '04

09 Sep '04

On 9/7/04 11:20 PM, "Martin Edenhofer" wrote: > OTRS wan't to create a new ticket with articles. The new ticket gets > created but OTRS isn't able to create the article. -=> So there > are Ticket with now articles on it (maybe you changed something on > your system). > > However, a ticket needs min. one article. If there is no article, > then you have a problem. You need to delete this "empty" tickets > from the database: > > mysql> DELETE FROM ticket WHERE id = 815; > > After that the "empty" ticket with id 815 is removed. This morning I have 35 empty tickets. What causes this to happen? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Archive old Messages in Database.
by Timo Eckert 09 Sep '04

09 Sep '04

Hello, how can I archive old Message in the Database, without destruct the structure of the Databasse? Because orts runs here on a p3-700 and the database is now over 100MB. This slows down otrs, so I want to archive old Messages, I dont need anymore. Regards, Timo.

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Totally empty tickets in my queue
by Wes Plate 09 Sep '04

09 Sep '04

Check this out, I have three completely empty tickets in my queue. My server times out when trying to delete them... http://www.automaticduck.com/screenshots/emtpyotrstickets.jpg What to do? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Strange slowdowns (apache configuration?)
by Duarte Cordeiro 09 Sep '04

09 Sep '04

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Reducing the database size or trimming attachments
by Travis Murdock 09 Sep '04

09 Sep '04

Our OTRS database has grown to over 1.5 GB. We are eager to trim it down without losing the tickets. Many of our tickets have very large attachments that we don't need anymore. We would like to delete the attachments on tickets that are more than 90 days old, but keep the tickets themselves. This change would allow our customers to respond to old tickets and allow us to see the history, without saving the unnecessary attachments. We have attempted to do this a couple of times, but each time we end up deleting the tickets or losing other data inside the tickets. Is there a prescribed way to complete this task? Is there another way to significantly reduce the database size without losing the data? Thank you for your help. Travis Murdock Cloudmark System details: OTRS 1.1.1 mySQL database

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RE: [otrs] Address book for forwarding
by Nigel Clarke 08 Sep '04

08 Sep '04

I think I can see how this would work for the compose answer reply form but the forward article form doesn't include any address book facilities. Thus I would need to use the compose answer reply form to send requests to my external support desks. Is this what you are suggesting? Rgds, Nigel -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Monday, 23 August 2004 10:11 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Address book for forwarding On Friday, August 20, 2004 11:02 PM Nigel Clarke <nclarke(a)mindpearl.com> wrote: > Any plans for an address book for forwarding? > I would like to define a set of e-mail addresses per queue. Some > addresses will span a number of queues. Define another CustomerUser data source and set this to an addressbook, preferably LDAP. Maintain aliases there. hth, Robert Kehl -- Das einzige Tier bei uns zu Hause bin ich. Oliver Kahn _______________________________________________ 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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unable to send email
by Yourhosting > Jeroen 08 Sep '04

08 Sep '04

Hi, i configured OTRS via SMTP relay/smarthost it's working fine except for emailing as a response to a ticket or composing a email manually. The automatic response email works, so I assume sending emails as reply to a ticket would work to but I get the following error : Fout: Can't connect to smtp.office.firstfind.nl: Invalid argument! Terug traceren: ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: linux Time: Wed Sep 1 10:58:23 2004 Message: Can't connect to smtp.office.firstfind.nl: Invalid argument! Traceback (5022): Module: Kernel::System::Email::SMTP::Send (v1.6) Line: 152 Module: Kernel::System::Email::Send (v1.3) Line: 108 Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) Line: 185 Module: Kernel::Modules::AgentEmail::Run (v1.4.2.2) Line: 350 Module: Apache::ROOT::otrs::index_2epl::handler (v1.66) Line: 687 Module: (eval) (v2.01) Line: 143 Module: Apache::Registry::handler (v2.01) Line: 143 Does anybody has an idea ? I just can't think of anything that's causing this error Thanks in advance, Jeroen Bosch

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Would it be easy to implement delivery confirmation e-mail flags?
by Jorick Astrego 08 Sep '04

08 Sep '04

I am looking for a way to implement the "delivery confirmation" options on the outgoing otrs mail but don't know where to start looking. Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com

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OTRS death spiral
by Wes Plate 08 Sep '04

08 Sep '04

My OTRS system is really going downhill. Wonder what is going on? Anyway, I cannot log in this morning. When I try I get this... Error: Too many connections Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-1 Perl: 5.8.0 OS: linux Time: Wed Sep 8 04:31:23 2004 Message: Too many connections Traceback (11369): Module: Kernel::System::DB::new (v1.37) Line: 212 Module: Apache::ROOT::otrs::index_2epl::handler (v1.66) Line: 70 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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customer view options
by Strange, PJ (Philippa) 08 Sep '04

08 Sep '04

Hi I am trying to restrict items that the customer can set and see such as owner, priority, all queues and status. I've managed to remove the right-hand bar from the ticketzoom and also owner and status from customerstatusviewtable.dtl. What I now need to do is to remove the option for customer to set the queue in new message and for it to send to the default queue ie postmaster, is this possible and how? I worked out how to restrict the drop-down to a couple of queues but really need to remove the option all together. Also, I need to remove the option to set the priority in customermessagenew.dtl but when I remove it I get the Error: Need TicketID is ther something else I need to do to get this to work? Thanks for 1.2.4 and I look forward to 1.3 Philippa Strange

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1.3 beta 4
by Strange, PJ (Philippa) 08 Sep '04

08 Sep '04

Hi Guys I've just installed 1.3 beta 4 in anticipation of the bulk facility which we have long been waiting for!! I am using RedHat and MYSQL. Anyway I have two questions 1/ in system log I'm seeing the following Wed Sep 8 10:34:07 2004 error OTRS-CGI-10 Found no $QueueID for JISCmail! Wed Sep 8 10:34:07 2004 error OTRS-CGI-10 Found no $QueueID for Mailtalk! Wed Sep 8 10:34:07 2004 error OTRS-CGI-10 Found no $QueueID for JISCmail::thanks! Wed Sep 8 10:34:07 2004 error OTRS-CGI-10 Found no $QueueID for Mailtalk::newlist! Wed Sep 8 10:34:07 2004 error OTRS-CGI-10 Found no $QueueID for JISCmail! Wed Sep 8 10:34:07 2004 error OTRS-CGI-10 Found no $QueueID for Mailtalk! Wed Sep 8 10:34:07 2004 error OTRS-CGI-10 Found no $QueueID for JISCmail! Wed Sep 8 10:34:07 2004 error OTRS-CGI-10 Found no $QueueID for JISCmail::general! 2/ when I click on bulk facility I get Forbidden You don't have permission to access /otrs/ on this server. Any tips, pointers or solutions would be greatfully received. Thanks Philippa Strange

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Adding words to the dictionary
by Rudi Kramer 08 Sep '04

08 Sep '04

Hello all Is there a way to add or remove words from the dictionary? Thanks Rudi

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TicketDivider is not working with 1.3.0 beta 3
by maciek＠net2000.pl 08 Sep '04

08 Sep '04

sorry for my pour english I`ve set up: $Self->{TicketHook} = '#'; $Self->{TicketDivider} = '_'; or $Self->{TicketDivider} = ' '; $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement'; $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 6; and I always get ticket [#: number] not [#_number] or [#number] why?

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Notification Master
by Alex Mihicinac 08 Sep '04

08 Sep '04

Hello, today I had strange situtation - my exagent who's OTRS username is set to invalid, got two follow-ups. Howcome? I don't want to delete username, since I'd delete ticket-owner relations with that too. Please help. P.S. We are still using OTRS v1.1.3 TIA, Alex

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Time accounting
by Neal Timm 08 Sep '04

08 Sep '04

How do I get it to show the amount of minutes that was used on a ticket when you pull up the closed ticket. Neal Timm System Engineer/Developer Network Logistic, Inc. Networking Services, Business Telephones, Web Design, CCTV, OffSite Backup Phone: (512) 491-9700 ext. 135 Email: ntimm(a)networklogistic.com CCNA,CSPFA

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RE: [otrs] Trying to send a reply, otrs doesn't respond
by Neal Timm 07 Sep '04

07 Sep '04

Look in the system mail logs not the otrs logs. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Wes Plate Sent: Monday, September 06, 2004 9:18 AM To: OTRS Subject: Re: [otrs] Trying to send a reply, otrs doesn't respond On 9/4/04 7:05 PM, "Neal Timm" wrote: > check the mail logs you may see the error message. I have checked the OTRS system log, it doesn't really say anything about errors. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting fur Ihr OTRS System? => http://www.otrs.de/

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OTRS-Wiki: wiki.robertkehl.de
by Robert Kehl 06 Sep '04

06 Sep '04

Hi all! >From time to time there is a need for a Wiki, at least a request for it on this mailing list. I implemented one for us on my homepage. The Wiki can be reached via http://wiki.robertkehl.de/index.pl?Otrs The main entry Wiki page is http://wiki.robertkehl.de/ Feel free to: + contribute patches http://wiki.robertkehl.de/index.pl?OtrsPatches + list your Ideas for OTRS (a simple RFF list) http://wiki.robertkehl.de/index.pl?OtrsIdeas + submit a HowTo + ... The Wiki is free for all to use, and you may do whatever you want, as long as you read once and live forever (with) the Wikiquette: http://en.wikipedia.org/wiki/Wikipedia:Wikiquette Please set a (nick)name in the 'Preferences' and use it when creating/editing. At the very moment the pages are somewhat empty - so: go, go, go! :) With kind regards, Robert Kehl -- Tagsüber, wenn die Sonne scheint, ist es hier noch wärmer! Heribert Faßbender über die Temperaturen auf Teneriffa

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RE: [otrs] Trying to send a reply, otrs doesn't respond
by Neal Timm 06 Sep '04

06 Sep '04

check the mail logs you may see the error message. ________________________________ From: otrs-bounces(a)otrs.org on behalf of Wes Plate Sent: Sat 9/4/2004 10:17 AM To: OTRS Subject: Re: [otrs] Trying to send a reply, otrs doesn't respond On 9/3/04 11:37 PM, "Robert Kehl" wrote: > This looks like a DNS resolving problem. BTW, this also happens if I log into the OTRS system via its IP address. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting fur Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] how to change the interface
by Neal Timm 05 Sep '04

05 Sep '04

There is a CustomerHeader.dtl the I believe has all the variables. Just do a search for *.dtl and you will get all the page templates. ________________________________ From: otrs-bounces(a)otrs.org on behalf of Kareem Kamel Sent: Sun 9/5/2004 8:05 AM To: otrs(a)otrs.org Subject: [otrs] how to change the interface Dear all, I need to change the interface of the customer page, ( http://mywebserver.org/otrs/customer.pl ) so how can I change it (add logo name and company name, ....) I have redhat 9.0 with qmail, and using OTRS v 1.2.4 Any help Thanks in advance,,, Kareem Kamel

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how to change the interface
by Kareem Kamel 05 Sep '04

05 Sep '04

Dear all, I need to change the interface of the customer page, ( http://mywebserver.org/otrs/customer.pl ) so how can I change it (add logo name and company name, ..) I have redhat 9.0 with qmail, and using OTRS v 1.2.4 Any help Thanks in advance,,, Kareem Kamel

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RE: [otrs] Trying to send a reply, otrs doesn't respond
by Cogley, Rick 04 Sep '04

04 Sep '04

You might try the top command. That gives you performance stats. Regards Rick -----Original Message----- From: Wes Plate [mailto:wes@automaticduck.com] Sent: Saturday, September 04, 2004 11:28 PM To: OTRS Subject: Re: [otrs] Trying to send a reply, otrs doesn't respond On 9/3/04 11:37 PM, "Robert Kehl" wrote: > This looks like a DNS resolving problem. > > What kind of server is yours? Is Bind running? Is the machine connect > to the internet? How high is the average load on the box? The server is a Powerbook G3 running Yellow Dog Linux 3.0. Nothing has changed on the system since we upgraded to OTRS 1.2.2 back in March. Bind? I don't know about that. Let's see, according to Wedmin, BIND does not appear to be running. The machine is on the internet, yes. I don't know for sure the average load (is there a way to check?), but I don't think it is very high, we don't run a lot of tickets and I am usually the only Agent. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f・ Ihr OTRS System? => http://www.otrs.de/

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Trying to send a reply, otrs doesn't respond
by Wes Plate 04 Sep '04

04 Sep '04

How do I trouble shoot this problem...? I can navigate through OTRS just fine, pull up tickets and otherwise interact with the server. Then I try to reply to a ticket and when I press "Send mail!", my browser sits forever at "Contacting support.automaticduck.com" Safari eventually times out, other browsers sit forever waiting for a reply. The last time this happened I restarted the server. I don't want to have to do that all the time! -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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RE: [otrs] Queues
by Neal Timm 03 Sep '04

03 Sep '04

neve mind I found it. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Neal Timm Sent: Friday, September 03, 2004 5:26 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Queues I changed it and works fine accept now all tickets go to postmaster queue is there some setting I missed. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tyler Hepworth Sent: Friday, September 03, 2004 4:41 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Queues Yes. I don't remember the exact code, but look through defaults.pm for "customerownselectionpanel" or something like that. You can define the queues you want them to see there. Tyler Hepworth ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Neal Timm Sent: Friday, September 03, 2004 3:06 PM To: otrs(a)otrs.org Subject: [otrs] Queues I would like to have multiple valid queues but only want the customer to be able to see one queue is there any way to hide these when the customer selects create ticket.

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RE: [otrs] Queues
by Neal Timm 03 Sep '04

03 Sep '04

I changed it and works fine accept now all tickets go to postmaster queue is there some setting I missed. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tyler Hepworth Sent: Friday, September 03, 2004 4:41 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Queues Yes. I don't remember the exact code, but look through defaults.pm for "customerownselectionpanel" or something like that. You can define the queues you want them to see there. Tyler Hepworth ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Neal Timm Sent: Friday, September 03, 2004 3:06 PM To: otrs(a)otrs.org Subject: [otrs] Queues I would like to have multiple valid queues but only want the customer to be able to see one queue is there any way to hide these when the customer selects create ticket.

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RE: [otrs] Queues
by Tyler Hepworth 03 Sep '04

03 Sep '04

Yes. I don't remember the exact code, but look through defaults.pm for "customerownselectionpanel" or something like that. You can define the queues you want them to see there. Tyler Hepworth _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Neal Timm Sent: Friday, September 03, 2004 3:06 PM To: otrs(a)otrs.org Subject: [otrs] Queues I would like to have multiple valid queues but only want the customer to be able to see one queue is there any way to hide these when the customer selects create ticket.

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Queues
by Neal Timm 03 Sep '04

03 Sep '04

I would like to have multiple valid queues but only want the customer to be able to see one queue is there any way to hide these when the customer selects create ticket.

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Re: [otrs] Line wrap problems
by Robert L Mathews 03 Sep '04

03 Sep '04

At 8/31/04 8:26 AM, Frederik Seiffert <lists.otrs(a)equinux.de> 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. > >Is there any reason against wrap=soft in the input field? As I see it, >this would fix the problem. Hmmm. I was the one who suggested the new line wrap algorithm (it was discussed on dev list), but I think I must not have made that part clear: the algorithm can only work when the textarea field is NOT set to wrap=hard. With the algorithm, OTRS code handles all wrapping and the browser should do none at all. So all the "wrap=" parts from the textareas in the HTML templates should probably just be completely removed (unless there is some weird browser that actually needs "wrap=soft"). When that's done, the algorithm doesn't have this problem. I haven't had a chance to install 1.3 beta yet; I should do so and go over for it for problems. But in the meantime, Martin, I can say that having "wrap=hard" in an HTML template will definitely break it.... -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Does anyone know how to...
by Sandy Canfield 01 Sep '04

01 Sep '04

Hello all, We just started using the OTRS ticketing system for all our support and really like it. We just have a few customization items that somebody else may have already written code to do. If you have, could you send me the code? 1. When a customer sends an email with multiple addresses in the To field, all are lost except the first one when and agent sends a response. Has anyone written perl code to put the additional addresses as CC? 2. We would like to do a query on all closed tickets with a specific close date. Has anyone added that enhancement? 3. The ability to assign the owner of a ticket without locking it to that person. This may be a customization item that I have not yet found. Thanks, Sandy

1 0

OTRS VS Gforge
by Alex Kelly 01 Sep '04

01 Sep '04

In my organization, we have been using OTRS for over a year now and have had very good luck with it. Some developers have been using Gforge for their development issue tracking and have suggested that we use it for all of our ticketing needs. I now have to battle management to keep using OTRS and have to prove why it is better than Gforge. I have a list of all the features of OTRS that we use. The problem is, I do not have time to setup a gforge installation to compare it to OTRS. Has anyone looked at Gforge for ticketing in enough depth to tell me where it falls short? Any help will be very much appreciated. Thanks, Alex

1 0

Problems with LDAP UTF8 encoding and german Umlauts
by Matthias Eichler 01 Sep '04

01 Sep '04

Dear List, I've just entered all the customerdata from our groupware database into the LDAP directory. The entries went into the LDAP as UTF8 converted strings. Now the CustomerUser function works for searching etc., BUT all german Umlaute are not displayed correctly by OTRS. All other applications that can read this LDAP directory display the data in the correct way, so I think it must be an OTRS bug. Any comments? Thanks, Matthias

2 4

spanish spell check
by Daniel Balan 01 Sep '04

01 Sep '04

Hello otrs, Is the Spanish spell check available in OTRS 1.2.3 ? If so how can I enable it ? Are there any other spell checkers available ? Cheers Daniel -- This message was scanned for spam and viruses by BitDefender For more information please visit http://www.bitdefender.com/

3 4

OTRS/Exchange 2000
by bandb＠t-online.de 01 Sep '04

01 Sep '04

When sending an Email via OTRS to our Clients, Exchange 2000 does'nt delivers the mail and instead only displays a Message saying that the Content Type is unknown. The Header of the OTRS - Mail looks like this: Return-Path: <it(a)westeifel-werke.de> Received: from mailin02.aul.t-online.de (mailin02.bbul.t-online.de [172.18.16.130]) by imss05 (Cyrus v3.0.5.1d) with LMTP; Tue, 24 Aug 2004 15:07:33 +0200 X-Sieve: CMU Sieve 2.2 Received: from web-world.relay ([194.25.166.222]) by mailin02.sul.t-online.de with esmtp id 1Bzb1O-15nNb60; Tue, 24 Aug 2004 15:07:30 +0200 Received: from localhost.localdomain ([217.230.65.150]) by web-world.relay with Microsoft SMTPSVC(5.0.2195.6713); Tue, 24 Aug 2004 15:07:29 +0200 Received: (from apache@localhost) by localhost.localdomain (8.11.6/8.11.6) id i7OD9EU01732; Tue, 24 Aug 2004 15:09:14 +0200 Date: Tue, 24 Aug 2004 15:09:14 +0200 Content-Type: text/plain; charset=iso-8859-1 Content-Disposition: inline Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Message-Id: <1093352954.949438.768337229.48.2(a)westeifel-werke.de> Subject: [Ticket#: 2004082410000129] test charset From: OTRS System <it(a)westeifel-werke.de> X-Mailer: OTRS Mail Service (1.15) X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) To: wew.edv2(a)t-online.de X-OriginalArrivalTime: 24 Aug 2004 13:07:29.0906 (UTC) FILETIME=[4F927D20:01C489DB] X-TOI-SPAM: u;0;2004-08-24T13:07:33Z X-Seen: false On other Mail - Systems, everything works fine. Any hints?

2 3

Query
by Brian Killeen 01 Sep '04

01 Sep '04

Hello otrs, Has anyone hit a limit on the size of emails OTRS can download - Recently had a 7MB download that OTRS could not handle and no other e-mails behind it in the queue could be dealt with. Perhaps there is a configuration file where this can be changed. Grateful for all thoughts/ideas. -- Best regards, Brian mailto:brian.killeen@similaritysystems.com

3 3

Internal Server Error:
by Jonathan Hunt 31 Aug '04

31 Aug '04

Hello, I hope this is what I should be doing to find help in troubleshooting OTRS. I installed OTRS 1.2.4 via the source on a knoppix 3.4 system (kernel 2.4). Following these directions: http://doc.otrs.org/1.2/en/html/install-cli.html#INSTALL-CLI-INSTALL I have a problem with # 10 during the first login to OTRS. I enter the login & password and I get an Internal Server Error. I check the apache logs and it says this every try I attempt to login: ------------------------------------------------ [Fri Aug 27 18:04:50 2004] index.pl: unix dgram connect: No such file or directory at ../..//Kernel/System/Log/SysLog.pm line 42 no connection to syslog available at ../..//Kernel/System/Log/SysLog.pm line 42 [Fri Aug 27 18:04:50 2004] [error] [client 169.237.121.45] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl ------------------------------------------------ So, I follow the troubleshooting tip: http://doc.otrs.org/1.2/en/html/problems-with-apache.html#AEN1346 . I ran this command: perl -cw bin/cgi-bin/index.pl in /opt/otrs and it said "syntax OK". I feel like it would help if I note that /opt/otrs/Kernel/System/Log/SysLog.pm exists. Anyone know whats going on? Thank You. Jon H.

3 2

Line wrap problems
by Frederik Seiffert 31 Aug '04

31 Aug '04

Hi! We're using OTRS 1.2 and noticed that the emails always look pretty ugly as the lines are not correctly wrapped. For example, the following should be one single paragraph. However, the email would look something like this: Text text text text text text. Text text text text text text text text text text text text text. Text text text text text text text text text text text moretext text text text text. Text text text text text text text text text text text text. I noticed that the input field uses "hard" wrapping. It might be because the browser's wrapping and the wrapping done by OTRS interfere with each other. We're mainly using Safari as a browser (KHTML engine), though I don't think it does anything else than other browsers for hard wrapping. Wouldn't it be better to always use soft wrapping and let all wrapping be done by OTRS? Or is the problem somewhere else (I noticed that OTRS doesn't seem to do format=flowed for outgoing emails)? Thanks, Frederik

4 10

Armin Wies is testing
by Armin.Wies＠mscsoftware.com 31 Aug '04

31 Aug '04

I will be out of the office starting 31.08.2004 and will not return until 01.09.2004. *** This is not true ! I'm just testing something *** *********** simply ignore this message ***********

1 0

multi group setup and common FAQ problem
by Mikael 31 Aug '04

31 Aug '04

Hello, I have tested otrs for the IT department I work in and am looking at deploying for other departments. My concern is that my FAQ is already filled with lots of technical problems I don't want to share with them. I am using otrs 1.2.3. Is there a way to cope with this problem ? Thanks in advance -- Mikael correct the spam protection on my mail adress

2 1

Localisation of password notifications
by Gerold Gruber 31 Aug '04

31 Aug '04

Hi, is there a way to localise the "New OTRS Password!" mails? I know the Language/*.pm and the notifications in the admin-area, but those I see only in Config(.pm). Should I personalise them in my Config.pm bilingually? Regards Gerold

2 1

Help needed
by Ramesh Kumar 31 Aug '04

31 Aug '04

Hi Friends, Please help me. I want some help in to change in "Subject" item in the article. For Example: I want a pull down menu for Subject with listing some datas,when a customer sends to article to Agent. Which dtl programs and perl modules to modified so that it can be replicated both in database and web pages ? Please help me !!! - Ramesh Kumar

2 1

RE: [otrs] stats questions
by Adam Lee 31 Aug '04

31 Aug '04

martijn - i was looking at the demo system stats - http://demo.otrs.org/ and that is exactly what im looking for. where can i find out how to copy that setup? -----Original Message----- From: Lohmeijer, Martijn [mailto:martijn.lohmeijer@sogeti.nl] Sent: Wednesday, 11 August 2004 7:40 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] stats questions At the moment you would have to edit the .pl that generates the stats. OTRS have stated that OTRS 1.3 will have a statistic framework. Don't know what functionality that will mean though. Regards, Martijn -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Adam Lee Verzonden: woensdag 11 augustus 2004 3:55 Aan: User questions and discussions about OTRS. Onderwerp: [otrs] stats questions is there a way to configure the stats section to itemise the basics stats per queue? also i havent been able to setup/configure the graphing correctly. where can i find resources to read about this? _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

2 1

Creating New Customers when using LDAP auth
by Mark Denham 30 Aug '04

30 Aug '04

I have an exchange 5.5 server in a windows domain (not AD) against which I can authenticate. To prevent someone from striping all the email addresses the admins have set a limit so that if the search returns more than 10 records the LDAP will not return the details. This means that I cannot use the LDAP as the customer user backend. The problem is that new customers get a Panic! No UserData!!! message. Reading the archive I gained the impression that this should not happen and that the DB should be automatically updated with a new user from the LDAP info. This does not appear to be happening. I can see the coding that does this for users (Agents) in index.pl but there does no appear to be an equivalent in customer.pl . Have I misunderstood and customers are not automatically created? I would just add that if I create the customer info through the agent interface then the customer can successfully login on and work. I am using OTRS 1.2.4-01 for Win32. I did have to make a some slight mods to get the authentication to work I got these from a earlier email by Daniel Palmer, his case was Exchange 5.5 on a Windows 2000 (AD) network. ** Config.pm $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'cn=Recipients,ou=YOURDOMAIN,o=YOURORGANISATION'; $Self->{'Customer::AuthModule::LDAP::AuthDN'} = 'dc=yourdomain'; ** LDAP.pm - in section "get ldap preferences" - before "return $Self;": $Self->{AuthDN} = $Self->{ConfigObject}->Get('Customer::AuthModule::LDAP::AuthDN') || $Self->{BaseDN}; ** LDAP.pm - in section "bind with user data -> real user auth" - replace $Result = $LDAP->bind(dn => $UserDN, password => $Param{Pw}); with the following block of code: # First Check if we have different AuthDN & BaseDN.. my $ExchangeDN = $Self->{AuthDN}; if (!$ExchangeDN == $Self->{BaseDN}) { $ExchangeDN = "cn=".$Param{User}.",".$ExchangeDN; } $Result = $LDAP->bind(dn => $ExchangeDN, password => $Param{Pw}); Many Thanks Mark --ooOoo-- Mark Denham, Head of IT Services Glasgow University Library Hillhead Street, Glasgow, G12 8QE Email: M.Denham(a)lib.gla.ac.uk Phone: +44 141 330 6765

2 1

Phone call message truncated
by Marc Tardif 30 Aug '04

30 Aug '04

OTRS 1.2.4 I added a "Phone call" message to a ticket and my message looks like it's been truncated after 25 lines. I looked at all the buttons at the top of the page and none seem to expand what has been truncated. I then tried entering the remaining part of my message and that got truncated too! Is this expected behavior? Is this configurable somewhere? -- Marc Tardif Sitepak (514) 866-8883

2 3

Multiple Customer IDs in OTRS 1.3
by Tyler Hepworth 30 Aug '04

30 Aug '04

Where can I get more information on the multiple customer id feature in OTRS 1.3? I see there are "My Tickets" and "Company Tickets" available in the customer panel, but I cannot find how to set these different IDs. Any information would be appreciated. Thanks, Tyler Hepworth

3 3

Mechanics of follow ups?
by Dan Matthews 30 Aug '04

30 Aug '04

Hello, I was wondering if someone could bring me up to speed on the mechanics of OTRS follow ups. Here are some of the questions I have, but couldn't find in the documentation. 1. Which message types, when replied to, are considered follow ups? (New ticket notification?, Agent composed answer? Agent composed e-mail?) 2. What should the reply to address be in these messages? Does it depend on the queue, the owner, or the system? 3. Where should the follow up e-mail (i.e. the reply) enter the system? Should it be directed to the postmaster queue by checking a POP account? Or should it be sent directly to the OTRS server so sendmail can put it in a specific directory for processing? 4. How is the follow up e-mail processed to be associated with a particular ticket, queue, or agent? 5. What should the final result of a follow up be? Is it new ticket linked to the original ticket? Or does it just show up in the ticket history? Thanks very much in advance for the help. Cheers ============================== Dan Matthews Network Administrator Coleman Professional Services ============================== -------------------------------------------------------- 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

Import Customer Database to OTRS database
by Jim Norman 26 Aug '04

26 Aug '04

We have about 300 end users and we would like to import a CSV file into the otrs database, is there an easy way to do this?

1 0

CustomerUser
by Matthias Eichler 26 Aug '04

26 Aug '04

Dear List, I want to use the Customer-Feature of OTRS, so our Agents can search through the Customer-Data and do not have to enter everything manually. Now I have come to an conceptional problem: - The "From"-Field should be the customer person who is reporting in, because all the communication is done via this field. - We have a customer-email address for each customer with customername(a)kernzeit.com which is used for internal mail-archive-processing and should be used here, too! - The person who is reporting the problem and with who we are communicating in this case may _not_ be the customer. In 90% of all cases our customer is a company for which the "From"-person is working for... Is anybody out there with such a conceptional problem? How did you solved this?!? Thanks, Matthias .FIN

2 2

Auto-Close tickets
by N.R. 26 Aug '04

26 Aug '04

We have here an active support team all using OTRS, and people are writing to support every day tens of messages - a lot of them don't answer more than once, and there is no way we can tell to leave the ticket open or to set next ticket state as closed when answering. so is there any way to make the tickets auto-close themselves after a certain period of time ? because now each OTRS agent has a few hundred locked tickets because the customers never continued conversation and we didn't know that they won't. N.

3 3

agent notification (SMTP sending mail) problem
by Paul Fahy 26 Aug '04

26 Aug '04

I am using SMTP to send mail in OTRS. If you go into compose mail, and send an email, it works fine. But notifications to the agent if a ticket is created or replied to do not work. In the system log, it says: Can't send to: pfahy(a)paradiesanalytics.com! Enable debug for more info! I can't figure out this problem. Everything seems to be setup correctly. Please let me know if you have any idea. Thanks, Paul

2 3

Problem with loosing emails
by Iustin Pop 26 Aug '04

26 Aug '04

Hello, I have a (seldom) problem with loosing emails which should be inserted by PostMaster. I believe the problem is that the database (Postgresql) is using UTF-8 encoding and I think that the email contained an invalid UTF-8 character/sequence. I got this in the postgres log: 2004-08-24 10:19:04 [31899] ERROR: invalid byte sequence for encoding "UNICODE": 0xe26e26 Most probably, the PostMaster inserts but does not check the result. Now i have two questions: * what does PostMaster.pl do when it can't insert the message in the database? It just drops it? * how can I check the database integrity? I caught this situation because the search options shows a ticked with no data, not even ticked ID - the application searches for in the article database for an inexistent ID; Thanks for any help, Iustin Pop (sorry for the following disclaimer) ########################################### The information contained in this communication is confidential and may be legally privileged. It is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking action in reliance of the contents of this information is strictly prohibited and may be unlawful. Orange Romania SA is neither liable for the proper, complete transmission of the information contained in this communication nor any delay in its receipt. ###########################################

2 1

Problems with TicketID
by Leonardo Amezquita 26 Aug '04

26 Aug '04

Hi list I have a problem with customer interfaz, when the user wishes to create a ticket the browser shows its error Error: Need TicketID! i hope that can you help me Leonardo Amezquita Tecnico de Operaciones Ubiquando Ltda

2 1

how to find out the agent's name?
by Marc Schlaile 26 Aug '04

26 Aug '04

hello, i've searched the defaults.pm but no luck so far. i need a unique identifier for the agent (a variable with the name or ID will do) which i can use in config.pm thanks, marc

2 1

Customer Cannot Create Ticket
by Tyler Hepworth 26 Aug '04

26 Aug '04

When I try to create a ticket from the customer interface, I get the message "need TicketID!". Could someone please point me in the right direction as to what I should look for to fix this? Thanks, Tyler Hepworth Here is the output of my logs: Apache: Aug 24 17:50:58 fnabogtls OTRS-CGI-10[1128]: [Error][Kernel::System::Ticket::CreateTicketDB][Line:235]: No StateID!!! Aug 24 17:50:58 fnabogtls OTRS-CGI-10[1128]: [Error][Kernel::System::Ticket::Article::CreateArticle][Line:41]: Need TicketID! OTRS Log: ERROR: OTRS-CGI-10 Perl: 5.8.1 OS: linux Time: Tue Aug 24 17:49:53 2004 Message: No StateID!!! Traceback (1131): Module: Kernel::System::Ticket::CreateTicketDB (v1.70.2.1) Line: 235 Module: Kernel::Modules::CustomerMessage::Run (v1.26) Line: 267 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::hand ler (v) Line: 692 Module: (eval) (v1.24) Line: 184 Module: ModPerl::RegistryCooker::run (v1.24) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.24) Line: 154 Module: ModPerl::Registry::handler (v1.99) Line: 16 ERROR: OTRS-CGI-10 Perl: 5.8.1 OS: linux Time: Tue Aug 24 17:49:53 2004 Message: Need TicketID! Traceback (1131): Module: Kernel::System::Ticket::Article::CreateArticle (v1.52) Line: 41 Module: Kernel::Modules::CustomerMessage::Run (v1.26) Line: 281 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::hand ler (v) Line: 692 Module: (eval) (v1.24) Line: 184 Module: ModPerl::RegistryCooker::run (v1.24) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.24) Line: 154 Module: ModPerl::Registry::handler (v1.99) Line: 16

2 1

RE: [otrs] Deleting all tickets from a single queue
by Tyler Hepworth 26 Aug '04

26 Aug '04

Marc Tardif wrote: > The OTRS FAQ (http://faq.otrs.org) covers deleting all tickets from > database. However, I would only want to delete all tickets from a > single queue. Keep reading the docs! :-). Look here: http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1040 for the answer. > > The reason for this request is that the POP3 mailbox polled by OTRS > receives unsolicited messages. These are then manually moved to the > JUNK queue. However, after a few days only, it has become apparent > that this queue will become needlessly big. Furthermore, the JUNK > queue is constantly blinking in the interface, giving the impression > messages within should be handled. However, junk is junk, there is > really no need to handle these messages. The generic agent is on a cron that you configure is automatically handled by a cron. You junk queue will be emptied every 20 minutes.

2 1

for in-house support: assets and locations tables?
by lloyd 26 Aug '04

26 Aug '04

hi - when providing support within a company, you're often dealing with a piece of hardware like a problematic workstation. the following capabilities would be very useful: - have a table of ASSETS like workstations, servers, printers, etc - have a table of LOCATIONS, to which you can assign assets - be able to associate an asset with a ticket this would allow you to: - keep track of your asset inventory - maintain a history of issues for each asset is this possible with OTRS? if not, might it be added in the future? if not, is anyone aware of a similar FOSS tool that might be more appropriate for this task? thanks

2 1

Detecting and nuking spam via deamon ticket parsing: possible?
by Lisa Shields 26 Aug '04

26 Aug '04

Hello all, Has anyone set up a mail handling filter/GenericAgent script in OTRS that links two distinct tickets (i.e. 2 pieces of new incoming mail from different senders) as actually related to the same ticket, and then treats them as a unit? In our configuration, we believe if we could do this, we would save our operators time and frustration dealing with spam. Here is a background of the issue: Our 'Raw' queue is configured with an autoresponder. We receive several spams for every legitimate user issue. Spam ticket are annoying enough on their own, but our 'Raw' queue often ends up with two unique tickets for each spam received. This is a consequence of using the autoresponder, and the fact that the "reply to" mail used by spammers is usually an invalid address. Therefore, the autoresponse our OTRS sends out is rejected by the destination mail server, and our OTRS will end up with second (new) ticket, from a mailer-daemon, informing our operators that our nice polite OTRS autoresponse sent to the fake spammer email address has failed. <An example follows the body of this message> We know that it is easy enough to set up a mail filter in OTRS to ignore the 2nd incoming mail from our mailer-daemon, which could get rid of the 2nd ticket. However, mightn't we be able to do better than that: turn the fact that spammers use fake addresses as a means to automate our spam handling for the first ticket?. i.e. write a script that does the following: - looks into the body of incoming mailer-deamon emails, and extracts any referenced ticket Ids (in example below, 6634371) - looks up the original ticket on the OTRS system - automatically treats the original item as spam, or moves it to a dedicated "invalid address" queue, etc. Has anyone had any experience with this kind of script, or have suggestions, comments, or warnings? Thanks in advance! best regards, Lisa Lisa Shields hyperWALLET Systems Inc 302-750 West Pender St Vancouver, BC Canada V6C 2T8 ================================================================= Here is an example scenario: (1) Mail received from 73419(a)mail.broadpark.no with subject "read it immediately" received by our OTRS. (2) Item placed on Raw queue and first Ticket, #6634371 created (3) Autoresponse sent by OTRS to 73419(a)mail.broadpark.no A few minutes passes as mail works its way across the internet and bandwidth is consumed...bounce comes back (4) New Mail received from mailer-daemon(a)ourdomain.com with subject:"Failure notice" received by our OTRS (5) 2nd Item placed on Raw queue and new Ticket, #6634376 created (no autoresponder sent the second time, since ticket is from daemon) Here is an example of what the body of second ticket will look like: Permanent error: qmail-send program wasn't able to deliver your message to the following addresses. <73419(a)mail.broadpark.no>: Remote host said: 550 <73419(a)mail.broadpark.no>: User unknown --- Below this line is a copy of the message. Received: (qmail 23935 invoked from network); 25 Aug 2004 10:13:00 -0000 Content-Type: text/plain; charset=iso-8859-15 Content-Disposition: inline Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Subject: [Ticket #: 6634371] RE: read it immediately X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (1.15)

2 1

How easy is Upgrading OTRS?
by Marshall28 26 Aug '04

26 Aug '04

I'm curious how easy it will be to update OTRS to v1.3 when it arrives? I'm running 1.2.3 on SuSe 9.0 right now? Will there be a FAQ with the RPM on upgrading successfully? thanks marshall

2 1

Deleting all tickets from a single queue
by Marc Tardif 25 Aug '04

25 Aug '04

The OTRS FAQ (http://faq.otrs.org) covers deleting all tickets from database. However, I would only want to delete all tickets from a single queue. The reason for this request is that the POP3 mailbox polled by OTRS receives unsolicited messages. These are then manually moved to the JUNK queue. However, after a few days only, it has become apparent that this queue will become needlessly big. Furthermore, the JUNK queue is constantly blinking in the interface, giving the impression messages within should be handled. However, junk is junk, there is really no need to handle these messages. If there is no way of deleting all tickets from a single queue, is there an alternative way of managing JUNK messages? -- Marc Tardif Sitepak (514) 866-8883

1 0

Queues are not displayed, what did I wrong?
by Christian Hammers 25 Aug '04

25 Aug '04

Hello I'm currently playing around with OTRS to install it in our company but am stuck because the "Qeueue-View" does not longer display anything except the "PersonalQueue(0)" although I'm subscribed rw to many queues and even have "Own Tickets (2)" in the upper right corner which leads me to two tickets in different queues. I have $Self->{QueueViewAllPossibleTickets} = 1; in Config.pm. Any ideas? bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller Lütticher Straße 10 Tel 0241/701333-11 ch(a)westend.com D-52064 Aachen Fax 0241/911879

2 1

Help needed .
by Ramesh Kumar 25 Aug '04

25 Aug '04

Dear Friends, I am planning to added the " Location & Teams " options in OTRS. So that in the big orginsations,many branchs can be easy reported to one agent. I need the following help: 1. Where to be added the output for displaying the Location & Teams option ? 2. Which String or Variable ( in which programs ) show the displaying other options like searching the mail id ? 3. Which Code has the details about the adding options ? Example : Queue, etc ... I am working in OTRS for the past one month I am able to change the codes as per my requirements. As my need is add the " Location & Teams " option in OTRS. Eager to hear from you soon. Thanks and Regards, Ramesh Kumar.

1 0

Possible to add a "post-it style sticky note" to a ticket?
by Christian Hammers 25 Aug '04

25 Aug '04

Hello On one of our last big projects we felt the need for a "post-it style sticky note" which is displayed on top of the ticket so that it is read immediately and first by everyone viewing the ticket. Example uses would be Host/Login/Password for a "configure a server ticket" which you often have to lookup or a note saying "VIP, handle with extreme care!" which has been added by the management to a technicians ticket. bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller Lütticher Straße 10 Tel 0241/701333-11 ch(a)westend.com D-52064 Aachen Fax 0241/911879

1 0

Filter question
by Jonas 24 Aug '04

24 Aug '04

I would like to ignore all incoming messages sent to otrs(a)mydomain.com, EXCEPT for messages that contain 'ticket' in the subject. How can I do this? I tried following but the rules don't seem to work this way. Thanks for any help. - Jonas #ingore all $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { To => '@' }, Set => { 'X-OTRS-Ignore' => 'yes', }, }; #don't ignore exception $Self->{'PostMaster::PreFilterModule'}->{'2-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { Subject => 'ticket' }, Set => { 'X-OTRS-Ignore' => 'no', }, };

3 2

queue in two groups
by Adam Lee 24 Aug '04

24 Aug '04

is it possible to have a queue in two groups? what i am trying to achieve is the ability for: * userX to access queue1 * userY to access queue1 and 2 i can assign user rights fine - but its the permissions for the queue thats the problem can this be achieved without using the admin group? thanks in advance

2 1

OTRS whith Active Directory
by Leonardo Amezquita 23 Aug '04

23 Aug '04

Hi list am monted, OTRS vs Active Directory, but when the customer loged to the interfaz send to its messages. Error: Need CustomerID i changed the value of CustomID in the file of configuration [Home_otrs]/Kernel/Config.pm but the error continue. what value of active Directory i have that to form for that work i hope that can you help me Leonardo Amezquita Tecnico de Operaciones Ubiquando Ltda

2 1

RE: [otrs] Ticket numbering does not switch
by Lohmeijer, Martijn 23 Aug '04

23 Aug '04

It's been a while but this does not work like I would expect it to. My Config.pm looks like this (section about ticket numbering): # Kernel::System::Ticket::Number::Random --> # random ticket numbers "SystemID.Random" like 100057866352 and 103745394596. # $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::Date'; # $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::DateChecksum'; # $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::Random'; # $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement'; $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement'; # further config option for Kernel::System::Ticket::Number::AutoIncrement # (min ticket counter size) $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 70000; After apachectl stop and apachectl start this does not want to fly because the tickets are still nummer DateChecksum. What am I doing wrong (OTRS 1.2.4) ? Other settings from that Config.pm are read (like authentication via httpbasicauth) so it should work. -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Robert Kehl Verzonden: vrijdag 28 mei 2004 4:22 Aan: User questions and discussions about OTRS. Onderwerp: Re: [otrs] Ticket numbering does not switch On Wednesday, May 19, 2004 10:42 AM Lohmeijer, Martijn <martijn.lohmeijer(a)sogeti.nl> wrote: > Is it correct that ticket numbering does not switch when there are > already tickets in the system ? > > I wanted to test a switch from DateChecksum to Autoincrement > (mincountersize=10000). After stopping and starting Apache the > numbering of tickets did not change however. It's the existing tickets that aren't changed. Numbering applies to newly created tickets only. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

4 5

different response templates with different response styles
by Marc Schlaile 23 Aug '04

23 Aug '04

hi there, we have different "empty responses" in the compose answer window. in dependence of the response chosen I would like to format the quote. I found $Self->{ResponseFormat} = '$Data{"Salutation"} [...] '; which allows me to format the response. but how do I find out which of the response templates the agent has chosen? also I'd like to define "pending auto +" as the default state of a response. I found $Self->{EmailDefaultNewNextState} = 'pending auto +'; and $Self->{DefaultNextComposeType} = 'pending auto +'; but neither seem to do it. any input is appreciated. thanks, marc --

2 1

LDAP and customer info problem
by Delshawn Colcloughly 23 Aug '04

23 Aug '04

Hello: I am using LDAP for the customer queue. I can successfully search for a customer, and create a phone call /new ticket. Once it is created, I then open the ticket, and zoom. The customerID is not being displayed (its set to 'mail' in the config.pm file) and at the same time in the 'admin-area' there are no customers inside the 'customer user management' section........can you please give me some insight on the problem DelShawn

2 1

FW: LDAP and customer info problem
by Delshawn Colcloughly 23 Aug '04

23 Aug '04

also i get this error when i try to add user from the customer management section: Traceback: ERROR: OTRS-CGI-23 Perl: 5.8.0 OS: linux Time: Fri Aug 20 19:44:47 2004 Message: Not supported for this module! Traceback (19183): Module: Kernel::System::CustomerUser::LDAP::CustomerUserAdd (v1.15) Line: 256 Module: Kernel::System::CustomerUser::CustomerUserAdd (v1.17) Line: 156 Module: Kernel::Modules::AdminCustomerUser::Run (v1.9 ) Line: 140 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 688 Module: (eval) (v1.66) Line: 187 Module: ModPerl::RegistryCooker::run (v1.66) Line: 187 Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 159 Module: ModPerl::Registry::handler (v1.99) Line: 16 DelShawn > -----Original Message----- > From: Delshawn Colcloughly > Sent: Friday, August 20, 2004 7:45 PM > To: 'otrs(a)otrs.org' > Subject: LDAP and customer info problem > > Hello: I am using LDAP for the customer queue. I can successfully search for a customer, and create a phone call /new ticket. Once it is created, I then open the ticket, and zoom. The customerID is not being displayed (its set to 'mail' in the config.pm file) and at the same time in the 'admin-area' there are no customers inside the 'customer user management' section........can you please give me some insight on the problem > > DelShawn

2 1

Address book for forwarding
by Nigel Clarke 23 Aug '04

23 Aug '04

Any plans for an address book for forwarding? I would like to define a set of e-mail addresses per queue. Some addresses will span a number of queues. Regards, Nigel Clarke

3 2

FAQ article - add image?
by Gerold Gruber 23 Aug '04

23 Aug '04

Hi, we use meanwhile OTRS 1.2.4 on SuSE with postgres. It runs fine with the exception of the still unanswered "customer info not shown" issue (see mails to this list from 9th and 11th this month), which we circumvent now by adding new email-addresses/login of customer-users only lowercase. Now a new question: (How) can I add images (e.g. screenshots) to a faq article? And what is this filename field in the faq article form intended for? It is required to be filled but whatever I type in there gets accepted without complaint. Regards Gerold

2 1

Re: receiving mail / win32
by Bruce E. Souza 23 Aug '04

23 Aug '04

Hi Robert, Yes, it is. The OTRS server (w2k server stand alone) is in a LAN and have full internet access, i removed the IIS service too. please, see the logs, but i think that not will help: Event Type: Error Event Source: W3Ctrs Event Category: None Event ID: 1003 Date: 8/18/2004 Time: 10:25:31 AM User: N/A Computer: OTRS1 Description: Unable to query the W3SVC (HTTP) service performance data. The error code returned by the service is data DWORD 0. For additional information specific to this message please visit the Microsoft Online Support site located at: http://www.microsoft.com/contentredirect.asp. Data: 0000: ba 06 00 00 º... Event Type: Error Event Source: IISInfoCtrs Event Category: None Event ID: 1003 Date: 8/18/2004 Time: 10:23:19 AM User: N/A Computer: OTRS1 Description: Unable to query the IIS Info service performance data. The error code returned by the service is data DWORD 0. For additional information specific to this message please visit the Microsoft Online Support site located at: http://www.microsoft.com/contentredirect.asp. Data: 0000: ba 06 00 00 º... i don´t know what´s happening, it´s necessary to modify some scripts or configuration? thanks and regards, Bruce ------------------------------ Message: 5 Date: Tue, 17 Aug 2004 23:17:14 +0200 From: "Robert Kehl" <mailinglists(a)robertkehl.de> Subject: Re: [otrs] Re: Problems with receiving emails (win32) To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <005301c4849f$91a199d0$0164a8c0(a)intern.roknet.de> Content-Type: text/plain; charset="iso-8859-1" On Tuesday, August 17, 2004 6:16 PM Bruce E. Souza <bruce_souza(a)yahoo.com.br> wrote: > i already configured a valid POP3 account but the problem persist, i > removed and installed OTRS many times, all services is running. It > has another thing to do? Is DNS resolution working? Please provide some portions of your log files. Regards, Robert Kehl PS: Please avoid quoting the complete digest. Thank you. ------------------------------ --------------------------------- Yahoo! Acesso Grátis - navegue de graça com conexão de qualidade!

2 1

RE: [otrs] LDAP Customer info problem
by Tyler Hepworth 23 Aug '04

23 Aug '04

Delshawn Colcloughly wrote: > Hello: I am using LDAP for the customer queue. I can successfully > search for a customer, and create a phone call /new ticket. Once it > is created, I then open the ticket, and zoom. > The customerID is not being displayed (its set to 'mail' in the You have to make sure that there is a valid email address in the 'mail' field for each customer in your ldap database. > config.pm file) and at the same time in the 'admin-area' there are no > customers inside the 'customer user management' section ........can > you please give me some insight on the problem also i get this error > when i try to add user from the customer management section: > This is the correct behavior. You are using LDAP for your data store instead of the local database. The program cannot add or modify information in LDAP. It only reads it.

1 0

LDAP Customer info problem
by Delshawn Colcloughly 23 Aug '04

23 Aug '04

Hello: I am using LDAP for the customer queue. I can successfully search for a customer, and create a phone call /new ticket. Once it is created, I then open the ticket, and zoom. The customerID is not being displayed (its set to 'mail' in the config.pm file) and at the same time in the 'admin-area' there are no customers inside the 'customer user management' section ........can you please give me some insight on the problem also i get this error when i try to add user from the customer management section: Traceback: ERROR: OTRS-CGI-23 Perl: 5.8.0 OS: linux Time: Mon Aug 23 10:02:33 2004 Message: Not supported for this module! Traceback (1376): Module: Kernel::System::CustomerUser::LDAP::CustomerUserAdd (v1.15) Line: 256 Module: Kernel::System::CustomerUser::CustomerUserAdd (v1.17) Line: 156 Module: Kernel::Modules::AdminCustomerUser::Run (v1.9 ) Line: 140 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 688 Module: (eval) (v1.66) Line: 187 Module: ModPerl::RegistryCooker::run (v1.66) Line: 187 Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 159 Module: ModPerl::Registry::handler (v1.99) Line: 16 DelShawn

1 0

(no subject)
by Delshawn Colcloughly 23 Aug '04

23 Aug '04

Hello: I am using LDAP for the customer queue. I can successfully search for a customer, and create a phone call /new ticket. Once it is created, I then open the ticket, and zoom. The customerID is not being displayed (its set to 'mail' in the config.pm file) and at the same time in the 'admin-area' there are no customers inside the 'customer user management' section........can you please give me some insight on the problem also i get this error when i try to add user from the customer management section: Traceback: ERROR: OTRS-CGI-23 Perl: 5.8.0 OS: linux Time: Mon Aug 23 08:47:28 2004 Message: Not supported for this module! Traceback (1373): Module: Kernel::System::CustomerUser::LDAP::CustomerUserAdd (v1.15) Line: 256 Module: Kernel::System::CustomerUser::CustomerUserAdd (v1.17) Line: 156 Module: Kernel::Modules::AdminCustomerUser::Run (v1.9 ) Line: 140 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 688 Module: (eval) (v1.66) Line: 187 Module: ModPerl::RegistryCooker::run (v1.66) Line: 187 Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 159 Module: ModPerl::Registry::handler (v1.99) Line: 16 DelShawn

1 0

resend reply
by Marc Schlaile 23 Aug '04

23 Aug '04

hello, what's the best way to resend a reply which was bounced due to a mistyped email address? idealistically we would need something like a "resend" button but that's obviously not missing. thanks, marc --

1 0

Re: [otrs] OTRS with qmail
by Kareem Kamel 23 Aug '04

23 Aug '04

Dear All, I knew how to use OTRS with qmail I just done the following: I edited ~/Kernel/Config.pm Then added the following: # SendmailModule # (Where is sendmail located and some options. # See 'man sendmail' for details.) $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; $Self->{'SendmailModule::CMD'} = '~/qmail/bin/sendmail -t -i -f '; And it worked fine Kareem Kamel _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Kareem Kamel Sent: Sunday, August 22, 2004 12:39 PM To: otrs(a)otrs.org Subject: [otrs] OTRS with qmail Dear All, I am new to this group. I have just installed OTRS v.1.2.4 and it is working fine, but I have a problem in sending mails. As I am using qmail not (sendmail), so any one can help me to know how to adjust OTRS to use qmail instead of sendmail. Or what can I read to know more about qmail with OTRS. Thanks in advance,,, Kareem Kamel

1 0

RE: [otrs] Address book for forwarding
by Nigel Clarke 22 Aug '04

22 Aug '04

Thank you for your suggestion. This won't however give my users a list of addresses they can forward tickets to. They will still need to type a valid address into the TO: box. Regards, Nigel -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leonardo Amezquita Sent: Sunday, 22 August 2004 2:18 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Address book for forwarding hi you can define an account e-mail how "alias", and in the definition for the notifications configure the alias. i hope that you understand because my english is not good. ok, bye Mensaje citado por Nigel Clarke <nclarke(a)mindpearl.com>: > Any plans for an address book for forwarding? > > I would like to define a set of e-mail addresses per queue. Some > addresses will span a number of queues. > > Regards, > Nigel Clarke > _______________________________________________ > 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? > Leonardo Amezquita Tecnico de Operaciones Ubiquando Ltda _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

1 0

OTRS with qmail
by Kareem Kamel 22 Aug '04

22 Aug '04

Dear All, I am new to this group. I have just installed OTRS v.1.2.4 and it is working fine, but I have a problem in sending mails. As I am using qmail not (sendmail), so any one can help me to know how to adjust OTRS to use qmail instead of sendmail. Or what can I read to know more about qmail with OTRS. Thanks in advance,,, Kareem Kamel

1 0

Need help Adding to E-mail address book
by Marshall28 20 Aug '04

20 Aug '04

I am wondering if there is a way to add e-mail addresses to the address book when answering a ticket? When you compose an answer via e-mail you'll see next to options three links: Spell Check, Address Book, and Attachments. When I click addreess book how can I add a new e-mail address so that when another agent answers a ticket they have a list of potential addresses? Also what is the search bar for? thanks marshall

2 2

Dealing With Out Of Office Replies
by Varsani, Rajendrakumar (PSD) 20 Aug '04

20 Aug '04

Out of Office replies will open a call when you try to close it. How do we stop calls being re-opened? The Out Of Office Response will always have the text, " Out of Office AutoReply:"... in the Subject heading EG: Hi Rajendrakumar, You got a follow up! "xxxx, xxxx (PSD)" <xxxx.xxxxn(a)psd.defra.gsi.gov.uk> wrote: <snip> > I am out of the office until Wednesday 25 August. <snip> Click on http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=238 <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=238> for full details Your OTRS Notification Master In response to: From: "xxxx, xxxx(PSD)" <xxxx.xxxx @psd.defra.gsi.gov.uk> To: OTRS System <otrshelp(a)psd.defra.gsi.gov.uk> Subject: Out of Office AutoReply: [Ticket#: 2004081910000086] Re: GSI Password Created: 08/20/2004 14:26:01 I am out of the office until Wednesday 25 August. Any help appreciated Pilot going well. Very well in fact. Thank-you 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. Its unauthorised use, disclosure, storage or copying is not permitted. If you have received it in error, please destroy all copies 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

Duplicate tickets
by Sandy Canfield 20 Aug '04

20 Aug '04

Hello OTRS Users, I am a newbie with OTRS and have found my question in the archives, but no real answer there. Hopefully someone can help me. We have just started using OTRS as our primary support tool. Occasionally there are two tickets created for one request. We have a cron job that runs every 5 minutes to pull the email off the POP3 account. In the logs the same email gets downloaded twice, 5 minutes apart, so it appears that the email is not getting deleted properly after the first download. This has happened even when there is only one email on the server. It seems that 5 minutes is plenty of time to download one email (no large attachments). Has anybody else run into this, and if so did you find a solution? Thanks, Sandy

2 1

Message of the Day on Customer Interface?
by Sloan Bowman 20 Aug '04

20 Aug '04

How can I enable the message of the day on the customer interface? I have include the $Date{Motd} but it does not display anything. I have already enabled the feature in the Defaults.pm config. Thanks for your help. ---------------------------------------------- Sloan Bowman IS/IT Department Athlon Sports Communications Office: 615.327.0747 x.226 ----------------------------------------------

2 1

first login.
by Streamlinenet - Oliver 20 Aug '04

20 Aug '04

Hi Guys and Gals, I'm fairly new to OTRS so please be patient, I've installed from RPM on to Redhat 9.0 and for some reason when I try to access it: https://secure.streamlinenet.co.uk/otrs/index.pl a segmentation fault shows up in the error log: [root@streamline www]# tail /var/log/httpd/error_log [Thu Aug 19 11:26:42 2004] [notice] child pid 23922 exit signal Segmentation fault (11) [Thu Aug 19 11:26:44 2004] [notice] child pid 23924 exit signal Segmentation fault (11) [Thu Aug 19 11:26:46 2004] [notice] child pid 23928 exit signal Segmentation fault (11) [Thu Aug 19 11:28:00 2004] [notice] child pid 23939 exit signal Segmentation fault (11) [Thu Aug 19 11:28:00 2004] [notice] child pid 23942 exit signal Segmentation fault (11) [Thu Aug 19 11:29:01 2004] [notice] child pid 23931 exit signal Segmentation fault (11) [Thu Aug 19 11:29:32 2004] [notice] child pid 23932 exit signal Segmentation fault (11) [Thu Aug 19 11:29:33 2004] [notice] child pid 23941 exit signal Segmentation fault (11) [Thu Aug 19 11:37:59 2004] [notice] child pid 23940 exit signal Segmentation fault (11) [Thu Aug 19 11:37:59 2004] [notice] child pid 24052 exit signal Segmentation fault (11) Any one got any ideas? I've tried looking through the documentation and archives but can't find anything. Thanks, Oli

3 5

Problem with Custom GenericAgent file
by Rudi Kramer 20 Aug '04

20 Aug '04

Hey Everyone I have recently built a mover.pm file which should check the SafeShop Customer Care que and the subject line for certain criteria and then if found move it to the Safeshop - Undeliverable que and then the last part should close all those emails. This is mover.pm file I built: [root@server otrs]# cat /opt/otrs/Kernel/Config/Mover.pm # -- # Kernel/Config/GenericAgent.pm - config file of generic agent # Copyright (C) 2002-2004 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: GenericAgent.pm.dist,v 1.7 2004/02/12 00:55:01 martin Exp $ # -- # 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. # -- package Kernel::Config::Mover; use strict; use vars qw($VERSION @ISA @EXPORT %Jobs); require Exporter; @ISA = qw(Exporter); @EXPORT = qw(%Jobs); $VERSION = '$Revision: 1.7 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # -- # [name of job] -> send escalation notifications # -- # 'send escalation notifications' => { # Escalation => 1, # # new ticket properties # New => { # Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', # }, # }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) # -- # [name of job] -> move all tickets from SafeShop to Safeshop - Undeliverable # -- 'move tickets from SafeShop Customer Care to Safeshop - Undeliverable' => { # get all tickets with this properties Queue => 'SafeShop Customer Care', Subject => '%Undeliverable%', # new ticket properties New => { Queue => 'Safeshop - Undeliverable', Note => { From => 'GenericAgent', Subject => 'Moved!', Body => 'Moved from " SafeShop. to .Safeshop - Undeliverable " because they were undeliverable!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, # -- # [name of job] -> move all tickets from SafeShop to Safeshop . Undeliverable(Mail could not be delivered) # -- 'move tickets from SafeShop Customer Care to Safeshop - Undeliverable' => { # get all tickets with this properties Queue => 'SafeShop Customer Care', Subject => '%Mail could not be delivered%', # new ticket properties New => { Queue => 'Safeshop - Undeliverable', Note => { From => 'GenericAgent', Subject => 'Moved!', Body => 'Moved from " SafeShop. to .Safeshop - Undeliverable " because they were undeliverable!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, # -- # [name of job] -> move all tickets from SafeShop to Safeshop . Undeliverable(Mail delivery failed) # -- 'move tickets from SafeShop Customer Care to Safeshop - Mail delivery failed' => { # get all tickets with this properties Queue => 'SafeShop Customer Care', Subject => '%Mail delivery failed%', # new ticket properties New => { Queue => 'Safeshop - Undeliverable', Note => { From => 'GenericAgent', Subject => 'Moved!', Body => 'Moved from " SafeShop. to .Safeshop - Undeliverable " because they were undeliverable!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, # -- # [name of job] -> move all tickets from SafeShop to Safeshop . Undeliverable(Mail could not be delivered) # -- 'move tickets from SafeShop Customer Care to Safeshop - Mail could not be delivered' => { # get all tickets with this properties Queue => 'SafeShop Customer Care', Subject => '%Mail could not be delivered%', # new ticket properties New => { Queue => 'Safeshop - Undeliverable', Note => { From => 'GenericAgent', Subject => 'Moved!', Body => 'Moved from " SafeShop. to .Safeshop - Undeliverable " because they were undeliverable!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, # -- # [name of job] -> close all tickets in queue Safeshop - Undeliverable # -- 'close undeliverables' => { # get all tickets with this properties Queue => 'Safeshop - Undeliverable', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # which should be changed!) New => { # new queue Queue => 'Safeshop - Undeliverable', # possible states (closed successful|closed unsuccessful|open|new|removed) State => 'closed successful', # new ticket owner (if needed) Owner => 'root@localhost', # if you want to add a Note Note => { From => 'GenericAgent', Subject => ' Safeshop - Undeliverable!', Body => 'Closed by GenericAgent.pl because it Undeliverable!', }, }, }, ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; I've added it to the cron job but it does not work at all. When run from the command line I get the following response: [root@server otrs]# /opt/otrs/bin/GenericAgent.pl -c 'Kernel::Config::Mover' close undeliverables: move tickets from SafeShop to Safeshop - Mail could not be delivered: move tickets from SafeShop to Safeshop - Mail delivery failed: move tickets from SafeShop to Safeshop - Undeliverable: Could some one please have a look at this as we get about 200 emails a day and my fingers are starting to hurt from doing this manually. Thanks Rudi

2 1

Moving from DB to FS
by Patrik Forsberg 19 Aug '04

19 Aug '04

Hi, I'm facing a problem I belive alot of people have probably aready asked asked about.. but I cant find any docs about it. Our database for OTRS has grown over its limits and I now need to change the way it handles attachments.. and from reading the docs its simple enough.. just change $Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStorageDB'; to $Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStorageFS'; and you're good to go.... but.. after reading the Default.pm file it sais: " # (where attachments and co is stored - switch from fs -> db possible # but not from db -> fs - old attachments are not shown) " and this worries me.. I ofcourse need to see my old attachments aswell as the new once.. even after switching to FS based. Is it possible to "move" attachments from the DB to FS ? This would also shrink the DB quite alot. If there are docs out there about this.. please point me there and hit me.. but otherwise if anyone have any idea.. please respond! Regards, Patrik

2 1

RE: [otrs] adding logo
by Lohmeijer, Martijn 19 Aug '04

19 Aug '04

Worked like a charm, thanks (and Boris as well :-) ) -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Gerold Gruber Verzonden: woensdag 18 augustus 2004 12:57 Aan: User questions and discussions about OTRS. Onderwerp: Re: [otrs] adding logo Hi Martijn, Lohmeijer, Martijn wrote: > Hi, when I change the Header file like is described below than the > image (logo) still does not load. as Boris wrote, use <img src="$Env{"Images"}logo.gif"> I also included a <dtl set $Env{"Images"} = "/otrs-web/images/Standard/"> line before the <html> statement. regards Paul. > > The script seems to want to look in opt/otrs/bin/cgi-bin > > > > -----Oorspronkelijk bericht----- > Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Boris > Ratner > Verzonden: woensdag 18 augustus 2004 9:01 > Aan: User questions and discussions about OTRS. > Onderwerp: Re: [otrs] adding logo > > > Delshawn Colcloughly wrote: > > >>Logo Still not viewable on customer.pl login page.......I did edit >>CustomerLogin.dtl & CustomerHeader.dtl by adding >> >><td width="120" class="header"><img src="logo.gif"> >> >>I saved the logo.gif into the /opt/otrs/Kernel/Output/HTML/Standard >>directory.....can someone help.. >> >> > > IMHO you should save the logo to > /opt/otrs/var/httpd/htdocs/images/Standard/ directory. Use <img > src="$Env{"Images"}logo.gif"> in the DTL. > > regard > Boris Ratner. _______________________________________________ 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] if subject has [spam], send to "SPAM" queue and *NO* autoresponse?
by Daniel Balan 18 Aug '04

18 Aug '04

Hello Jay, You just have to remove the auto response for x_Spam queue: Admin > [ Auto Response <-> Queue ] > Queue: x_Spam . It should look like this: "Sorry, no auto responses set!" Also make sure the queue name and 'X-OTRS-Queue' =>> 'x_SPAM', are the same. You said you have a SPAM queue but the rule assigns the message to "x_SPAM" hth, Daniel Wednesday, August 18, 2004, 5:46:16 PM, you wrote: Jay> hi, Jay> i have this rule: Jay> $Self->{'PostMaster::PreFilterModule'}->{'1-x_Spam'} = { Jay> Module => 'Kernel::System::PostMaster::Filter::Match', Jay> Match => { Subject => '^\[spam\].*$', }, Set => { 'X-OTRS-Queue' =>> 'x_SPAM', }, Jay> }; Jay> how do I also tell it not to autorespond if this rule matches? Jay> -- Jay> ; Jay> Jay Vaughan Jay> _______________________________________________ Jay> OTRS mailing list: otrs - Webpage: http://otrs.org/ Jay> Archive: http://lists.otrs.org/pipermail/otrs Jay> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Jay> Support oder Consulting für 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/

2 1

if subject has [spam], send to "SPAM" queue and *NO* autoresponse?
by Jay Vaughan 18 Aug '04

18 Aug '04

hi, i have this rule: $Self->{'PostMaster::PreFilterModule'}->{'1-x_Spam'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { Subject => '^\[spam\].*$', }, Set => { 'X-OTRS-Queue' => 'x_SPAM', }, }; how do I also tell it not to autorespond if this rule matches? -- ; Jay Vaughan

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RE: [otrs] adding logo
by Lohmeijer, Martijn 18 Aug '04

18 Aug '04

Hi, when I change the Header file like is described below than the image (logo) still does not load. The script seems to want to look in opt/otrs/bin/cgi-bin -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Boris Ratner Verzonden: woensdag 18 augustus 2004 9:01 Aan: User questions and discussions about OTRS. Onderwerp: Re: [otrs] adding logo Delshawn Colcloughly wrote: >Logo Still not viewable on customer.pl login page.......I did edit >CustomerLogin.dtl & CustomerHeader.dtl by adding > ><td width="120" class="header"><img src="logo.gif"> > >I saved the logo.gif into the /opt/otrs/Kernel/Output/HTML/Standard >directory.....can someone help.. > > IMHO you should save the logo to /opt/otrs/var/httpd/htdocs/images/Standard/ directory. Use <img src="$Env{"Images"}logo.gif"> in the DTL. regard Boris Ratner. _______________________________________________ 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

Unable to send mail as an answer to a ticket
by Yourhosting > Jeroen 18 Aug '04

18 Aug '04

I configured OTRS to send mail via SMTP relay/smarthost, the autoreply function is able to send mail But when I try to send an email as an answer to a ticket it comes with the following error : Fout: Can't connect to smtp.office.firstfind.nl: Invalid argument! Terug traceren: ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: linux Time: Wed Aug 18 11:45:49 2004 Message: Can't connect to smtp.office.firstfind.nl: Invalid argument! Traceback (4088): Module: Kernel::System::Email::SMTP::Send (v1.6) Line: 152 Module: Kernel::System::Email::Send (v1.3) Line: 108 Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) Line: 185 Module: Kernel::Modules::AgentCompose::SendEmail (v1.58.2.1) Line: 376 Module: Kernel::Modules::AgentCompose::Run (v1.58.2.1) Line: 78 Module: Apache::ROOT::otrs::index_2epl::handler (v1.66) Line: 687 Module: (eval) (v2.01) Line: 143 Module: Apache::Registry::handler (v2.01) Line: 14 Thanks in advance, Jeroen Bosch

1 0

PostmasterPOP3 problem
by Paul Rhein 18 Aug '04

18 Aug '04

Hi list, Config: otrs 1.1.3; SUSE 8.0, Apache2, mod_perl, mysql 4.0.15. We are using PostmasterPOP3 to pop faxes from a Notes mail server. So lately we had some 200 faxes to get poped. PostmaterPOP3 popped 50 Faxes and then it exited saying "too many connections". It did not delete the poped 50 faxes on the server and got relaunched 10 minutes later by cron, poping the same faxes all the time. This happened 20 times. (lucky us we had some 1000 faxes before we knew it) I changed the config so that the faxes get poped by postmaster and assigned to the correct fax queues by procmail. This went fine; all 201 faxes got poped and deleted on the Notes server. However for internal reasosn I would like to use the POP3 functionality to pop the faxes. So I have a few questions : 1) why did it stop with the message (did I miss a config option(DB or ?)) 2) can I config POP3 to delete those mails tha have been poped even so the process does not finish succesfully ? thanks for all the fish kr Paul P.S I still like OTRS it's cool and getting even cooler all the time. thx for all the fish.

1 0

Attachment links incorrect (swapped)
by Henry Combrinck 18 Aug '04

18 Aug '04

The following bug was posted to bugs.otrs.org - no answer yet, so I'm sending it to this list in the hope that someone has already asked it (and been provided with a possible solution): http://bugs.otrs.org/show_bug.cgi?id=482: We appear to be having the following problem (staff say this was not so in previous version; no idea how accurate that is): in ticket zoom, a ticket with a single attachment shows the correct email text content (ie, the message), but if you click on the attachment (ETX4F3.dat, below) hyperlink, then it incorrectly displays the same email text content (file-1). If you click on the 'file-1' hyperlink, then it incorrectly leads to the REAL attachment (ETX4F3.dat in this case). Attachment: file-1 ETX4F3.dat It's as if the links are being swapped around. No big deal, but it is driving them up the wall. 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

2 4

adding logo
by Delshawn Colcloughly 18 Aug '04

18 Aug '04

Logo Still not viewable on customer.pl login page.......I did edit CustomerLogin.dtl & CustomerHeader.dtl by adding <td width="120" class="header"><img src="logo.gif"> I saved the logo.gif into the /opt/otrs/Kernel/Output/HTML/Standard directory.....can someone help..

2 1

Questions regarding Mial formats & Html attachemnts
by Rudi Kramer 17 Aug '04

17 Aug '04

Good Afternoon We have recently setup otrs 1.2.3 on a linux server and it is running like a dream, I just have 1 question and 1 problem I need some help with. 1) Is it possible to setup a different default font and color in otrs? Perhaps dark blue and Tahoma? 2) When a email comes in to the mailbox that is in html or rich text you can view the file in a window if you click the link. This is fine but when you reply to a email which has either rich text or html you get a whole string of garbage and also alot of   where the spaces should be. Is there any way to get rid of this from OTRS? Thanks for the help Rick Jones

2 5

graphics broken with otrs 1.2.4 on SuSE 9.1
by Nicholas Ritter 17 Aug '04

17 Aug '04

I installed OTRS v 1.2.4 via RPM (from OTRS web site) on a SuSE 9.1 box (with the default everything) and I notice that the graphics in the web interface a broken. The apache2 log file says the graphics are not being loaded due to server config directive. I have not modified anything other than the database access stuff. How can I correct this problem? I did run the SetPermissions.sh script to with 2 different settings but it didn't change anything. Everything else seems to be working fine. Nick

2 1

Re: Problems with receiving emails (win32)
by Bruce E. Souza 17 Aug '04

17 Aug '04

Hi Martin, i already configured a valid POP3 account but the problem persist, i removed and installed OTRS many times, all services is running. It has another thing to do? thanks and regards, Bruce otrs-request(a)otrs.org wrote: Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Problems with open ticket?s on win32 (Martin Edenhofer) 2. Re: Help Needed (Martin Edenhofer) 3. Small bug on queue naming (Martin Edenhofer) 4. Problems with mod_perl 1.99_14 (Wiktor Wodecki) 5. Still the annoying "followup creates new ticket" (Duarte Cordeiro) ---------------------------------------------------------------------- Message: 1 Date: Fri, 13 Aug 2004 10:42:09 +0200 From: Martin Edenhofer Subject: Re: [otrs] Problems with open ticket?s on win32 To: "User questions and discussions about OTRS." Message-ID: <20040813084209.GZ30118(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Bruce, On Thu, Aug 12, 2004 at 01:15:36PM -0300, Bruce E. Souza wrote: > I installed and configured OTRS on Windows 2000 and when I send an e-mail to a specific e-mail address (i.e.:support@mydomain.com), OTRS not open a ticket neither responds to the sender with the ticket number. It just works when I open a ticket by web browser (i.e.: http://myhost/otrs/customer.pl ) > > I do need configure something more on MySQL or Mercury Mail? > > Would you please help me about this? Just use the POP3 Interface: http://doc.otrs.org/1.2/en/html/receiving-email.html#RECEIVING-EMAIL-POP3 > Bruce Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 2 Date: Fri, 13 Aug 2004 10:43:59 +0200 From: Martin Edenhofer Subject: [otrs] Re: Help Needed To: Ramesh Kumar Cc: otrs(a)otrs.org Message-ID: <20040813084359.GA30118(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Ramesh, On Thu, Aug 12, 2004 at 03:10:09PM -0000, Ramesh Kumar wrote: > I am just making fun and dig in the OTRS. > > I just need some of alterations in the AgentComposer or a email compose for the Agent. > > For Example, I want to Remove To, Cc, Bcc, Owner and options. Options in the email compose for the Agent. > > Please help me. I'm not sure what you really want, but just try to edit the template for remove this: $OTRS_HOME/Kernel/Output/HTML/Standard/AgentEmailNew.dtl > Thanks and Regards, > Ramesh Kumar Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 3 Date: Fri, 13 Aug 2004 10:55:08 +0200 From: Martin Edenhofer Subject: [otrs] Small bug on queue naming To: Duarte Cordeiro Message-ID: <20040813085508.GB30118(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Duarte, On Thu, Aug 12, 2004 at 05:22:15PM +0100, Duarte Cordeiro wrote: > Using 1.2.2 on Linux. > We've tried to create some subqueues, and apparently some didn't show up. We narrowed the problem to the main's queue name: if it contains a plus sign (+) it doesn't displays any subqueue in agent view. > Example: Queue name: A+B, subqueue A and subqueue B. The subqueues A and B don't show up anywhere. Renaming A+B to AB solves the problem. Thanks for the info. It's fixed in upcoming OTRS 1.3. > Duarte Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 4 Date: Fri, 13 Aug 2004 11:05:17 +0200 From: Wiktor Wodecki Subject: [otrs] Problems with mod_perl 1.99_14 To: otrs(a)otrs.org Message-ID: <200408131105.17980.wiktor.wodecki(a)net-m.de> Content-Type: text/plain; charset="us-ascii" Hello List, I just wanted to inform you that mod_perl 1.99_13 and _14 give weird errors on apache 2.0.50. Use md_perl 1.99_12 for now. The errors you'll receive might look like: ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl:: Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exi t: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit w as called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data /opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otr s/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/ cpan-lib/CGI/Carp.pm line 486 maybe this would be something for the FAQ? -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783 ------------------------------ Message: 5 Date: Fri, 13 Aug 2004 10:07:21 +0100 From: Duarte Cordeiro Subject: [otrs] Still the annoying "followup creates new ticket" To: otrs(a)otrs.org Message-ID: <20040813100721986.00000001280@bt001> Content-Type: text/plain; charset=iso-8859-1 Hi, I already posted something about follow ups not attaching to corresponding tickets, but we're now in the beginning of using them on a regular basis, so I just need to make it work before deployment. The problem: For a given ticket, we sometimes use the "forward" functionality to forward the ticket to external contract companies. After solving the ticket, usually they reply to the original forwarded message. This new email ALWAYS creates a new ticket. One example: Ticket 102456, subject: Drive disquetes avariada! Forwarded email: -----Original Message----- From: Helpdesk [mailto:helpdesk@xxxxx] Sent: terça-feira, 29 de Junho de 2004 10:05 To: helpdesk@yyyyyy Subject: [TicketNr#: 102456-FW] Drive disquetes avariada! Reply: From: "HELPDESK" To: "'Helpdesk'" , "Eng. Duarte Cordeiro" Subject: RE: [TicketNr#: 102456-FW] Drive disquetes avariada! Created: 08/06/2004 12:40:04 Boa tarde, DONE This last email created the ticket nr 103454. Where do I begin to search for problems ? Thanks in advance, Duarte Cordeiro ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 13, Issue 15 ************************************ --------------------------------- Yahoo! Acesso Grátis - navegue de graça com conexão de qualidade!

2 1

wrong date for sent-out mails
by Ruairi Hickey 17 Aug '04

17 Aug '04

I am having the same problem with Suse 9.1 otrs 1.2.4... Here is a sample header... for some reason 'date' is being replaced with 'from -' Ruairi >From - Tue Aug 17 10:32:25 2004 X-Mozilla-Status: 0001 X-Mozilla-Status2: 00000000 Return-Path: <help.desk(a)dkit.ie> Delivered-To: ruairi.hickey(a)dkit.ie Received: (qmail 20458 invoked by uid 204); 17 Aug 2004 09:31:44 -0000 Received: from help.desk(a)dkit.ie by mailserver01 by uid 201 with qmail-scanner-1.16 (clamscan: 0.70. Clear:. Processed in 0.458925 secs); 17 Aug 2004 09:31:44 -0000 Received: from unknown (HELO localhost.localdomain) ([172.16.22.26]) (envelope-sender <help.desk(a)dkit.ie>) by 172.16.22.18 (qmail-ldap-1.03) with SMTP for <ruairi.hickey(a)dkit.ie>; 17 Aug 2004 09:31:43 -0000 Content-Type: text/plain; charset=iso-8859-15 Content-Disposition: inline Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Subject: [Ticket#: 2004081710000044] Re: test X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (1.15) References: <1092734874.373135.806708797.29.2(a)otrs.dkit.ie> Message-Id: <1092735103.889210.668917277.29.2(a)otrs.dkit.ie> To: ruairi.hickey(a)dkit.ie Organization: Dundalk Institute of Technology In-Reply-To: <1092734874.373135.806708797.29.2(a)otrs.dkit.ie> From: Help Desk <help.desk(a)dkit.ie> On Friday, August 06, 2004 3:00 PM Daniel Tippmann <danitipp at zedat.fu-berlin.de> wrote: > Just one flaw: All mails that are being sent out by OTRS appear to > have the same wrong date: 01.01.1970. The system-time is correct and > MercuryMail also has the correct date and time in its logs. Please create one of these and forward it to me via PM. Thank you. Regards, Robert Kehl

1 0

next ticket state default
by Marc Schlaile 16 Aug '04

16 Aug '04

hi there, when i compose an answer, the "next ticket state" is "open" by default. is there any way to default it to "pending" and determine a relative pending date? cheers, marc --

1 0

wrong date for sent-out mails
by Daniel Tippmann 16 Aug '04

16 Aug '04

Hello *, I'm running OTRS 1.2.3 on W2K /w MercuryMail; the system is running very well for some time now. Just one flaw: All mails that are being sent out by OTRS appear to have the same wrong date: 01.01.1970. The system-time is correct and MercuryMail also has the correct date and time in its logs. Any suggestions? Thx, Daniel -- Daniel Tippmann | Freie Universität Berlin ZEDAT FS | Hochschulrechenzentrum Tel. ++49-30-838-54068 | Fabeckstr. 32 danitipp(a)zedat.fu-berlin.de | D-14195 Berlin

2 1

Hiding customer from people when used with CustomerGroupSupport
by Thomas 16 Aug '04

16 Aug '04

We have a number of partner companies who we do support with. We want to give them each access to our OTRS system. Then we want to share given customers with them but not all our customers. We can set each partner company up their own access their own queues, that works really well. So each support agent only sees the correct queues, and each customer only sees the correct support agents. Support Partner (Agent) sees their own Customer Queues. Customer see's there own agent in their dropdown list Unfortunately, however, if a support partner clicks "Phone Call" and then does a search ALL our customers are displayed -- not simply the ones who have access to groups which he ought to have access to. We really don't want all our support partners to see all our customers who are using OTRS. Can someone please tell me what I need to change in order to fix this ;) SQL which (sort of) works to only get the "right" people... select * from customer_user, group_customer_user, group_user, system_user where customer_user.login = group_customer_user.user_id and group_user.group_id=group_customer_user.group_id and group_user.user_id = system_user.id and system_user.login='AAAA' and group_customer_user.permission_value = 1 and group_user.permission_value = 1; Currently using OTRS VERSION = 1.2.3 Thomas

2 1

Cronjob Problem
by Lim Wee Lee 16 Aug '04

16 Aug '04

I encounter a problem with the cronjob. The Error message is as displayed below. Can someone tell me what happen and is there any solution to it? Thanks in advance. PostMaster Error 1: Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.3/Net/POP3.pm line 51. ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Mon Aug 16 10:59:01 2004 Message: Can't connect to pop.parkwayshenton.com Traceback (8825): Module: main::FetchMail (v1.11) Line: 130 Module: /home/otrs/www/doc/bin/PostMasterPOP3.pl (v1.11) Line: 106 PostMaster Error 2: Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.3/Net/POP3.pm line 306. ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Mon Aug 16 10:58:41 2004 Message: Auth for user is_support(a)pop.parkwayshenton.com failed! Traceback (8813): Module: main::FetchMail (v1.11) Line: 140 Module: /home/otrs/www/doc/bin/PostMasterPOP3.pl (v1.11) Line: 106

2 1

RE: [otrs] Deleting Tickets
by Adam Lee 16 Aug '04

16 Aug '04

dave - you can follow the instructions here: http://lists.otrs.org/pipermail/otrs/2004-January/003570.html -----Original Message----- From: Dave Owen [mailto:otrs@dave.co.nz] Sent: Wednesday, 11 August 2004 2:25 PM To: otrs(a)otrs.org Subject: [otrs] Deleting Tickets I must be missing something here - how do I completely delete a ticket from the database? For example, spam - I don't want to close them, I want to remove them completely so they aren't taking up room in the database. TIA, Dave _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

4 3

Re: otrs Digest, Vol 13, Issue 15
by Bruce E. Souza 16 Aug '04

16 Aug '04

Hi Martin, i already configured a valid POP3 account but the problem persist, i removed and installed OTRS many times, all services is running. It has another thing to do? with regards, Bruce otrs-request(a)otrs.org wrote: Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Problems with open ticket?s on win32 (Martin Edenhofer) 2. Re: Help Needed (Martin Edenhofer) 3. Small bug on queue naming (Martin Edenhofer) 4. Problems with mod_perl 1.99_14 (Wiktor Wodecki) 5. Still the annoying "followup creates new ticket" (Duarte Cordeiro) ---------------------------------------------------------------------- Message: 1 Date: Fri, 13 Aug 2004 10:42:09 +0200 From: Martin Edenhofer Subject: Re: [otrs] Problems with open ticket?s on win32 To: "User questions and discussions about OTRS." Message-ID: <20040813084209.GZ30118(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Bruce, On Thu, Aug 12, 2004 at 01:15:36PM -0300, Bruce E. Souza wrote: > I installed and configured OTRS on Windows 2000 and when I send an e-mail to a specific e-mail address (i.e.:support@mydomain.com), OTRS not open a ticket neither responds to the sender with the ticket number. It just works when I open a ticket by web browser (i.e.: http://myhost/otrs/customer.pl ) > > I do need configure something more on MySQL or Mercury Mail? > > Would you please help me about this? Just use the POP3 Interface: http://doc.otrs.org/1.2/en/html/receiving-email.html#RECEIVING-EMAIL-POP3 > Bruce Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 2 Date: Fri, 13 Aug 2004 10:43:59 +0200 From: Martin Edenhofer Subject: [otrs] Re: Help Needed To: Ramesh Kumar Cc: otrs(a)otrs.org Message-ID: <20040813084359.GA30118(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Ramesh, On Thu, Aug 12, 2004 at 03:10:09PM -0000, Ramesh Kumar wrote: > I am just making fun and dig in the OTRS. > > I just need some of alterations in the AgentComposer or a email compose for the Agent. > > For Example, I want to Remove To, Cc, Bcc, Owner and options. Options in the email compose for the Agent. > > Please help me. I'm not sure what you really want, but just try to edit the template for remove this: $OTRS_HOME/Kernel/Output/HTML/Standard/AgentEmailNew.dtl > Thanks and Regards, > Ramesh Kumar Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 3 Date: Fri, 13 Aug 2004 10:55:08 +0200 From: Martin Edenhofer Subject: [otrs] Small bug on queue naming To: Duarte Cordeiro Message-ID: <20040813085508.GB30118(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Duarte, On Thu, Aug 12, 2004 at 05:22:15PM +0100, Duarte Cordeiro wrote: > Using 1.2.2 on Linux. > We've tried to create some subqueues, and apparently some didn't show up. We narrowed the problem to the main's queue name: if it contains a plus sign (+) it doesn't displays any subqueue in agent view. > Example: Queue name: A+B, subqueue A and subqueue B. The subqueues A and B don't show up anywhere. Renaming A+B to AB solves the problem. Thanks for the info. It's fixed in upcoming OTRS 1.3. > Duarte Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 4 Date: Fri, 13 Aug 2004 11:05:17 +0200 From: Wiktor Wodecki Subject: [otrs] Problems with mod_perl 1.99_14 To: otrs(a)otrs.org Message-ID: <200408131105.17980.wiktor.wodecki(a)net-m.de> Content-Type: text/plain; charset="us-ascii" Hello List, I just wanted to inform you that mod_perl 1.99_13 and _14 give weird errors on apache 2.0.50. Use md_perl 1.99_12 for now. The errors you'll receive might look like: ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl:: Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exi t: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit w as called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data /opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otr s/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/ cpan-lib/CGI/Carp.pm line 486 maybe this would be something for the FAQ? -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783 ------------------------------ Message: 5 Date: Fri, 13 Aug 2004 10:07:21 +0100 From: Duarte Cordeiro Subject: [otrs] Still the annoying "followup creates new ticket" To: otrs(a)otrs.org Message-ID: <20040813100721986.00000001280@bt001> Content-Type: text/plain; charset=iso-8859-1 Hi, I already posted something about follow ups not attaching to corresponding tickets, but we're now in the beginning of using them on a regular basis, so I just need to make it work before deployment. The problem: For a given ticket, we sometimes use the "forward" functionality to forward the ticket to external contract companies. After solving the ticket, usually they reply to the original forwarded message. This new email ALWAYS creates a new ticket. One example: Ticket 102456, subject: Drive disquetes avariada! Forwarded email: -----Original Message----- From: Helpdesk [mailto:helpdesk@xxxxx] Sent: terça-feira, 29 de Junho de 2004 10:05 To: helpdesk@yyyyyy Subject: [TicketNr#: 102456-FW] Drive disquetes avariada! Reply: From: "HELPDESK" To: "'Helpdesk'" , "Eng. Duarte Cordeiro" Subject: RE: [TicketNr#: 102456-FW] Drive disquetes avariada! Created: 08/06/2004 12:40:04 Boa tarde, DONE This last email created the ticket nr 103454. Where do I begin to search for problems ? Thanks in advance, Duarte Cordeiro ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 13, Issue 15 ************************************ --------------------------------- Yahoo! Acesso Grátis - navegue de graça com conexão de qualidade!

2 1

Font in OTRS & HTML gibberish in compose
by Rudi Kramer 16 Aug '04

16 Aug '04

Good Afternoon We have recently setup otrs 1.2.3 on a linux server and it is running like a dream, I just have 1 question and 1 problem I need some help with. 1) Is it possible to setup a different default font and color in otrs? Perhaps dark blue and Tahoma? 2) When a email comes in to the mailbox that is in html or rich text you can view the file in a window if you click the link. This is fine but when you reply to a email which has either rich text or html you get a whole string of garbage and also alot of   where the spaces should be. Is there any way to get rid of this from OTRS? Thanks for the help Rick Jones

1 0

Re: [otrs] filtering '[spam]'-subject mail into the SPAM Queue?
by Daniel Balan 16 Aug '04

16 Aug '04

Hello Jay, You just have to: 1. Create a Spam queue. 2. Add the following lines into: ./Kernel/Config.pm # ---------------------------------------------------- # # auto jobs # # ---------------------------------------------------- # section. <snip> $Self->{'PostMaster::PreFilterModule'}->{'1-x_Spam'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { Subject => '^\[spam\].*$', }, Set => { 'X-OTRS-Queue' => 'x_Spam', }, }; <snap> For me is working like a charm. Hth, Daniel Monday, August 16, 2004, 12:49:15 PM, you wrote: Jay> Hello OTRS'ers, Jay> I have no clue whatsoever how OTRS works, but i've been asked to 'fix Jay> it' by the guy who uses it here. The problem he has is that all mail Jay> sent to the support@ address is auto-responder'ed, which means that Jay> the support@ address has made its way onto many SPAMMERS lists. Jay> Our ISP filters spam with spamassassin, which means that any Jay> 'potential' spam coming into the OTRS system is flagged with '[spam]' Jay> in the subject: header. Jay> Since system administration is not my job, I have no clue how OTRS Jay> deals with this - is there a simple way to get OTRS to put Jay> '[spam]'-headered mail into a new queue called "Spam" with OTRS, so Jay> that it can be ignored/treated with lower priority than other mail Jay> coming into that address? Jay> IF there is a solution to this with OTRS, can it be implemented using Jay> the standard admin interface, or do I have to muck around with config Jay> files? Jay> -- Jay> ; Jay> Jay Vaughan Jay> _______________________________________________ Jay> OTRS mailing list: otrs - Webpage: http://otrs.org/ Jay> Archive: http://lists.otrs.org/pipermail/otrs Jay> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Jay> Support oder Consulting für 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/

1 0

filtering '[spam]'-subject mail into the SPAM Queue?
by Jay Vaughan 16 Aug '04

16 Aug '04

Hello OTRS'ers, I have no clue whatsoever how OTRS works, but i've been asked to 'fix it' by the guy who uses it here. The problem he has is that all mail sent to the support@ address is auto-responder'ed, which means that the support@ address has made its way onto many SPAMMERS lists. Our ISP filters spam with spamassassin, which means that any 'potential' spam coming into the OTRS system is flagged with '[spam]' in the subject: header. Since system administration is not my job, I have no clue how OTRS deals with this - is there a simple way to get OTRS to put '[spam]'-headered mail into a new queue called "Spam" with OTRS, so that it can be ignored/treated with lower priority than other mail coming into that address? IF there is a solution to this with OTRS, can it be implemented using the standard admin interface, or do I have to muck around with config files? -- ; Jay Vaughan

1 0

RE: [otrs] Moving OTRS
by Lohmeijer, Martijn 16 Aug '04

16 Aug '04

Have you read the 'upgrading' and 'install' files that come with 1.2 ? Those files are mentioned in the full announcement for 1.2.4.: "Upgrading: ========== For those folks who are using OTRS 1.1 and want to upgrade to 1.2 please read the UPGRADING and INSTALL files." Regards, Martijn -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Hans du Plooy Verzonden: maandag 16 augustus 2004 10:23 Aan: otrs(a)otrs.org Onderwerp: [otrs] Moving OTRS Hello all, We have otrs-1.1.2-45 running on SUSE-9.0 Pro, with mysql-4.0.15-9. This is running on an old dual P-II server that has hard drives failing one by one. I'm setting up a replacement server with SUSE-9.1 Pro otrs-1.2.4-01 and mysql-4.0.18-32. Now I need to move our current OTRS database, users and all, over to the new box. Mail is already running (with postfix and procmail delivery, exactly the same as on the old box). How do I go about moving the database? Is there any specific pitfalls I need to look out for? Thank you -- Kind regards Hans du Plooy Newington Consulting Services hansdp at newingtoncs dot co dot za _______________________________________________ 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

Moving OTRS
by Hans du Plooy 16 Aug '04

16 Aug '04

Hello all, We have otrs-1.1.2-45 running on SUSE-9.0 Pro, with mysql-4.0.15-9. This is running on an old dual P-II server that has hard drives failing one by one. I'm setting up a replacement server with SUSE-9.1 Pro otrs-1.2.4-01 and mysql-4.0.18-32. Now I need to move our current OTRS database, users and all, over to the new box. Mail is already running (with postfix and procmail delivery, exactly the same as on the old box). How do I go about moving the database? Is there any specific pitfalls I need to look out for? Thank you -- Kind regards Hans du Plooy Newington Consulting Services hansdp at newingtoncs dot co dot za

1 0

assignment of ticket to the user
by Alex Vishnev 14 Aug '04

14 Aug '04

All, I have tried to figure out if it is possible to assign the ticket to an individual user rather then a queue. In our case, we would like a dispatcher to look at the list of incoming messages (i.e. Raw Queue) and then assign them to technicians based on responsibilities and knowledge. Of course I can make a queue for each user, but I think that would be silly. Is there a different way? ------------------------------------ Alex Vishnev CTO avishnev(a)optonline.net 121 Varick St NYC, NY 10013 tel: (732) 360-0296 mobile: (732) 763-6388 ------------------------------------

2 1

Re: [otrs] Getting error While assigning incooming ticket (PostMatser queue) to another (Techninicians queue)
by ikid＠caramail.com 13 Aug '04

13 Aug '04

1 0

Error while creatig user
by ikid＠caramail.com 13 Aug '04

13 Aug '04

2 1

Help Needed
by Ramesh Kumar 13 Aug '04

13 Aug '04

Hai Friends, This is Ramesh Kumar. I am just making fun and dig in the OTRS. I just need some of alterations in the AgentComposer or a email compose for the Agent. For Example, I want to Remove To, Cc, Bcc, Owner and options. Options in the email compose for the Agent. Please help me. I am very intested to work in it. Thanks and Regards, Ramesh Kumar

5 4

otrs and email
by FCMLSUPPORT . 13 Aug '04

13 Aug '04

Hi all, I'm new to otrs and just installed it on FC2. I've searched through the man, but can't see anything about how the setting up email accounts etc works i.e. do i need to set up a single account for otrs and everyone emails to that? or create everyone in otrs? Can anyone give me some pointers or point me in the right direction? OK, I'm a bit new to Linux and am trying to use it through my company, so go easy on me guys ;-) Thanks Philip ___________________________________________________________ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com

2 1

Log Files
by Varsani, Rajendrakumar (PSD) 13 Aug '04

13 Aug '04

The System Log feature is quite useful but where does OTRS keep a/the larger log on the system? Rajendrakumar Premji Varsani BSc (Hons) Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. Its unauthorised use, disclosure, storage or copying is not permitted. If you have received it in error, please destroy all copies 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

Still the annoying "followup creates new ticket"
by Duarte Cordeiro 13 Aug '04

13 Aug '04

Hi, I already posted something about follow ups not attaching to corresponding tickets, but we're now in the beginning of using them on a regular basis, so I just need to make it work before deployment. The problem: For a given ticket, we sometimes use the "forward" functionality to forward the ticket to external contract companies. After solving the ticket, usually they reply to the original forwarded message. This new email ALWAYS creates a new ticket. One example: Ticket 102456, subject: Drive disquetes avariada! Forwarded email: -----Original Message----- From: Helpdesk [mailto:helpdesk@xxxxx] Sent: terça-feira, 29 de Junho de 2004 10:05 To: helpdesk@yyyyyy Subject: [TicketNr#: 102456-FW] Drive disquetes avariada! Reply: From: "HELPDESK" <helpdesk@yyyyy> To: "'Helpdesk'" <helpdesk@xxxxx>, "Eng. Duarte Cordeiro" <duarte.cordeiro(a)cm-lisboa.pt Subject: RE: [TicketNr#: 102456-FW] Drive disquetes avariada! Created: 08/06/2004 12:40:04 Boa tarde, DONE This last email created the ticket nr 103454. Where do I begin to search for problems ? Thanks in advance, Duarte Cordeiro

1 0

Problems with mod_perl 1.99_14
by Wiktor Wodecki 13 Aug '04

13 Aug '04

Hello List, I just wanted to inform you that mod_perl 1.99_13 and _14 give weird errors on apache 2.0.50. Use md_perl 1.99_12 for now. The errors you'll receive might look like: ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl:: Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exi t: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit w as called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data /opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otr s/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/ cpan-lib/CGI/Carp.pm line 486 maybe this would be something for the FAQ? -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783

1 0

Small bug on queue naming
by Duarte Cordeiro 13 Aug '04

13 Aug '04

Hi, Using 1.2.2 on Linux. We've tried to create some subqueues, and apparently some didn't show up. We narrowed the problem to the main's queue name: if it contains a plus sign (+) it doesn't displays any subqueue in agent view. Example: Queue name: A+B, subqueue A and subqueue B. The subqueues A and B don't show up anywhere. Renaming A+B to AB solves the problem. Regards, Duarte

2 1

Problems with open ticket´s on win32
by Bruce E. Souza 13 Aug '04

13 Aug '04

Hi, I installed and configured OTRS on Windows 2000 and when I send an e-mail to a specific e-mail address (i.e.:support@mydomain.com), OTRS not open a ticket neither responds to the sender with the ticket number. It just works when I open a ticket by web browser (i.e.: http://myhost/otrs/customer.pl ) I do need configure something more on MySQL or Mercury Mail? Would you please help me about this? With kind regards, Bruce --------------------------------- Yahoo! Acesso Grátis - navegue de graça com conexão de qualidade!

2 1

What does the 'All tickets' display relate to?
by Varsani, Rajendrakumar (PSD) 12 Aug '04

12 Aug '04

...in the Agent Queueview? (http://{SERVERNAME}/otrs/index.pl?Action=AgentQueueView) For example, I have : Tickets shown: 0 - Page: - Tickets available: 0 - All tickets: 2 But only one Locked, Pending ticket Yours confusedly, Rajendrakumar Premji Varsani BSc (Hons) 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. Its unauthorised use, disclosure, storage or copying is not permitted. If you have received it in error, please destroy all copies 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

DATABASE schema of OTRS 1.2.4
by Olivier ECKERT 12 Aug '04

12 Aug '04

hello, I need to do some specific statistics. Therefore I looked for the Database Schema of otrs in the documentation or on the otrs's web site. But I didn't find anything. Is there anybody that can tell me where can I find it or if you have it can you give it to me please ? I have OTRS 1.2.4 and Mysql 3.23 Thank you very much, -- ____________________________________________________________ Olivier ECKERT ____________________________________________________________

2 1

Linking Tickets to Knowledgebase
by Marshall28 12 Aug '04

12 Aug '04

Are there plans to link the tickets created with the knowledgebase? This way someone can search for a ticket and what has occured on a ticket in the knowledgebase and everything is centralized. thanks marshall

3 3

Carbon copy of incoming mails to technicians
by Jean-Michel Barbet 12 Aug '04

12 Aug '04

Hi, I am evaluating OTRS as a candidate repacement for our old "req". There is one important feature in req that I miss in OTRS : With req, almost all the work can be done by mail (for a small team of techs) and every tech can see the answers of the others and of the customers (of course this is only suitable for a small team). Being able to work by mail is handy for members of the support team when they are off the site having only a mail access. I wanted to reproduce a similar behavior with OTRS and it looks like it is possible with minor adaptations : a) A "Post-filter" hook in Postmaster.pl (similar to the Pre-filter hook but after ticket creation to be able to get back the ticket number, Ticket-hook string, and other features like the mail addresses of techs who subscribed to the queue... b) Then I designed a post-filter called "MailCC" that does the job but I soon discovered that I needed the possibility of calling sendmail with an enveloppe "To:" different from the headers "To:". So I modified Config.pm this way (suppression of -t) : $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -i -f '; and took care to call it with a valid To: parameter this way in SendMail.pm : if (open( MAIL, "|".$Self->{Sendmail}." $RealFrom $RealTo" )) { => The question is : Is it possible to add a "Post-Filter" hook to Postmaster.pl like I did in future versions of OTRS ? Is it possible also to permit the use of sendmail without -t option by modifying SendMail.pm ? If agreed, this could be done in a clean and supported way for everybody... Jean-Michel BARBET. PS: I can send the modified files on request. -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet(a)subatech.in2p3.fr ------------------------------------------------------------------------

1 0

a couple of questions
by Marc Schlaile 12 Aug '04

12 Aug '04

hello there, I'm new to this list - apologies if these questions have already been covered. it seems that OTRS decides to send no auto reply on certain addresses. the logged action looks like this: " OTRS-PM3-80 Sent no 'auto reply' for Ticket [1234567890] (joe dough <joedough(a)hotmail.com>) because the sender don't want a auto-response (e. g. loop or precedence header) " how can I switch off this behaviour? the second question I have is about the auto responses. in fact I would like to send an email to the customer once his ticket has been closed. how can I do that? thanks in advance, marc --

2 2

Getting error While changing ticket from one queue to another
by ikid＠caramail.com 11 Aug '04

11 Aug '04

1 0

RE: [otrs] Notification Mail Xchange
by Tyler Hepworth 11 Aug '04

11 Aug '04

Leonardo Amezquita wrote: > Yes its a SMTP but already the it does > > Thanks > Ahora estas bien? Or todavia necesitas ayuda? Seria mehor hablar in en espanol porque is muy dificil entender tu ingles. Si necesitas ayuda, me puedes mandar un mensaje directament a tylerh(a)natr.com Tyler Hepworth

1 0

Notification on Ticket Close
by Marshall28 11 Aug '04

11 Aug '04

Is there a way to get notification when a ticket has closed via e-mail? thanks marshall

2 1

Troubles in OTRS
by Daniel Balan 11 Aug '04

11 Aug '04

Hello guys, I am using OTRS 1.3 CVS Today I received in the Postmaster queue about 500 messages like this. ---------------------------------------------- From: Mail Delivery Subsystem <MAILER-DAEMON@OTRS> To: otrs@otrs Subject: Warning: could not send message for past 4 hours Created: 08/05/2004 14:05:17 Attachment: file-1 Download 493 Bytes file-3 Download 297 Bytes file-2 Download 322 Bytes ********************************************** ** THIS IS A WARNING MESSAGE ONLY ** ** YOU DO NOT NEED TO RESEND YOUR MESSAGE ** ********************************************** The original message was received at Thu, 5 Aug 2004 07:10:02 +0300 from otrs-bitdefender@localhost ----- Transcript of session follows ----- root@localhost... Deferred: Connection timed out with [127.0.0.1] Warning: message still undelivered after 4 hours Will keep trying until message is 5 days old ---------------------------------------------- Any idea ? Cheers, Daniel Balan -- This message was scanned for spam and viruses by BitDefender For more information please visit http://www.bitdefender.com/

2 1

Notification Mail Xchange
by Leonardo Amezquita 11 Aug '04

11 Aug '04

Hi am install to OTRS on Linux. i have to know if can to form the notification email vs a servant xchange. i hope that you can help me Thanks Leonardo Amezquita Tecnico de Operaciones Ubiquando Ltda

2 2

RE: [otrs] stats questions
by Lohmeijer, Martijn 11 Aug '04

11 Aug '04

At the moment you would have to edit the .pl that generates the stats. OTRS have stated that OTRS 1.3 will have a statistic framework. Don't know what functionality that will mean though. Regards, Martijn -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Adam Lee Verzonden: woensdag 11 augustus 2004 3:55 Aan: User questions and discussions about OTRS. Onderwerp: [otrs] stats questions is there a way to configure the stats section to itemise the basics stats per queue? also i havent been able to setup/configure the graphing correctly. where can i find resources to read about this? _______________________________________________ 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

Customer info not shown
by Gerold Gruber 11 Aug '04

11 Aug '04

Hi, we use otrs for a couple of months now and become more and more familiar with the system. Recently we updated to 1.2.4, we run on SuSE with postgres. One thing I noticed now, where I would really look for a solution: I configured the customer info to be shown (config see below), but it is not always shown as I would expect: a) when the ticket has a customer user and a customer assigned, then the customer user info is only shown for cus.user with a completly lowercase email adress (=login) (admin area, customer user data). b) when the ticket has only a customer assigned and no customer user, then one customer users data is shown (customer all lowercase so far here), even that of an invalid customer user, that belonged to that customer! How can I make the customer user data show up in case a), when the customer user email resp. login contain uppercase letters? Why did I see infos of an invalid customer user in case b)? Best regards Gerold from Config.pm: (additional fields in database created, this works) # ShowCustomerInfo* # (show customer user info on Compose (Phone and Email), Zoom and Queue view) $Self->{ShowCustomerInfoCompose} = 1; $Self->{ShowCustomerInfoZoom} = 1; $Self->{ShowCustomerInfoQueue} = 0; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database Backend', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', }, # customer uniq id CustomerKey => 'login', # customer # CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], 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' ], [ 'UserPhone', 'Fon', 'phone', 1, 0, 'var' ], [ 'UserMobile', 'Mobil', 'mobile', 1, 0, 'var' ], [ 'UserFax', 'Fax', 'fax', 1, 0, 'var' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; -- edv2g Ingenieurbuero fuer EDV-Beratung Dipl.-Ing. Gerold Gruber Alaunstr. 76 fon: +49 351 56355753 01099 Dresden fax: +49 351 56355752 http://www.edv2g.de mobil: +49 172 7948568

1 1

RE: [otrs] Forwarding Tickets
by Paul Rhein 11 Aug '04

11 Aug '04

Hi, I am a bit confused. What exactely do you want to do ? 1) ALL mail that go to your otrs email account will be forwarded to some (otrs) external email OR 2) Only tickets that are in THISqueue in OTRS get forwarded (automatically) to an external emal address ? -p. "Thorsten Philipp" <thorsten.philipp(a)netage.de>@otrs.org on 11-08-2004 10:16:07 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Subject: RE: [otrs] Forwarding Tickets Forgot something: I think procmail wouldn't help because we only want to forward tickets in a specific queue. _______________________________________________ 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] Forwarding Tickets
by Thorsten Philipp 11 Aug '04

11 Aug '04

Forgot something: I think procmail wouldn't help because we only want to forward tickets in a specific queue.

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RE: [otrs] Forwarding Tickets
by Thorsten Philipp 11 Aug '04

11 Aug '04

> Hi, > > Do use use promail ? Yes we use it for dispatching. > > If yes set up a rule in .procmailrc. > > hth Is there a way to pass a email to otrs AND forward it ? ( I'm not very experienced with procmail) Because we also want to get them in otrs. >> Hi all, >> >> I'd like to forward all incoming/new tickets (specific queue) >> temporarily to an external e-mail adress. >> How could I realize that in otrs ? Any ideas ? >> >> Thanks in advance >> >> Thorsten Philipp >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support oder Consulting für Ihr OTRS System? >> > http://www.otrs.de/ >> > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > =http://www.otrs.de/

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Re: [otrs] Forwarding Tickets
by Paul Rhein 11 Aug '04

11 Aug '04

Hi, Do use use promail ? If yes set up a rule in .procmailrc. hth -p. "Thorsten Philipp" <thorsten.philipp(a)netage.de>@otrs.org on 11-08-2004 09:31:39 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Subject: [otrs] Forwarding Tickets Hi all, I'd like to forward all incoming/new tickets (specific queue) temporarily to an external e-mail adress. How could I realize that in otrs ? Any ideas ? Thanks in advance Thorsten Philipp _______________________________________________ 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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Forwarding Tickets
by Thorsten Philipp 11 Aug '04

11 Aug '04

Hi all, I'd like to forward all incoming/new tickets (specific queue) temporarily to an external e-mail adress. How could I realize that in otrs ? Any ideas ? Thanks in advance Thorsten Philipp

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RE: [otrs] Deleting Tickets
by Dave Owen 11 Aug '04

11 Aug '04

Brilliant - works like clockwork. Thanks! At 04:33 PM 8/11/2004, you wrote: >dave - >you can follow the instructions here: >http://lists.otrs.org/pipermail/otrs/2004-January/003570.html > > > >-----Original Message----- >From: Dave Owen [mailto:otrs@dave.co.nz] >Sent: Wednesday, 11 August 2004 2:25 PM >To: otrs(a)otrs.org >Subject: [otrs] Deleting Tickets > > >I must be missing something here - how do I completely delete a ticket from the database? For example, spam - I don't want to close them, I want to remove them completely so they aren't taking up room in the database. >TIA, Dave > >_______________________________________________ >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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Deleting Tickets
by Dave Owen 11 Aug '04

11 Aug '04

I must be missing something here - how do I completely delete a ticket from the database? For example, spam - I don't want to close them, I want to remove them completely so they aren't taking up room in the database. TIA, Dave

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stats questions
by Adam Lee 11 Aug '04

11 Aug '04

is there a way to configure the stats section to itemise the basics stats per queue? also i havent been able to setup/configure the graphing correctly. where can i find resources to read about this?

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RE: [otrs] Why do I get messages internally?
by Varsani, Rajendrakumar (PSD) 10 Aug '04

10 Aug '04

That's correct but the thing is that we get these emails sent to Outlook, which is correct but we get a customer copy sent to the OTRS agent account too. Why is OTRS sending a Customer Notification to the 'OTRS System'?: SendAgentNotification Sent 'FollowUp' notification to 'rajendrakumar.varsani(a)psd.defra.gsi.gov.uk'. - root@localhost (Admin OTRS) 08/10/2004 10:55:06 StateUpdate Old: 'closed successful' New: 'open' - root@localhost (Admin OTRS) 08/10/2004 10:55:06 SendCustomerNotification Sent notification to 'OTRS System <otrshelp(a)psd.defra.gsi.gov.uk>'. Rajendrakumar Premji Varsani BSc (Hons) -----Original Message----- From: N.R. [mailto:normis@mikrotik.com] Sent: Tuesday, August 10, 2004 12:24 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Why do I get messages internally? in preferences you can change turn those notifications off N. Tuesday, August 10, 2004, 2:00:30 PM, you wrote: VRP> Hi folks. Thank-you all for your help so far. Our pilot of OTRS is going VRP> very well. One bug left. VRP> We keep getting emails in OTRS like this: VRP> From: OTRS System <otrshelp(a)psd.defra.gsi.gov.uk> VRP> To: OTRS System <otrshelp(a)psd.defra.gsi.gov.uk> VRP> Subject: [Ticket#: 2004080910000201] New State 'open'! VRP> Created: 08/10/2004 10:56:01 VRP> *** THIS IS JUST A NOTE *** VRP> The state of your ticket '2004080910000201' has been changed by VRP> 'Rajendrakumar Varsani' to 'open'. VRP> http://comet2/otrs/customer.pl?Action=CustomerZoom&TicketID=134 VRP> Your OTRS Notification Master VRP> *** THIS IS JUST A NOTE *** VRP> Why? VRP> Rajendrakumar Premji Varsani BSc (Hons) _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Re: [otrs] OTRS on OS X
by Dair Grant 10 Aug '04

10 Aug '04

Matt Maciag wrote: >Has anyone had any good luck setting up OTRS on Apple OS X? I'm >running into some minor difficulties and would like to exchange emails >with someone who has set this up. Thanks. We run it on a FreeBSD box now, but were running OTRS on 10.1 and 10.2 in the past without any problems. Feel free to send me a mail (although I can't promise a solution, as we're no longer using Mac OS X as a server: not due to OTRS though :-). -dair ___________________________________________________ mailto:dair@zonic.co.uk http://www.zonic.co.uk/

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Why do I get messages internally?
by Varsani, Rajendrakumar (PSD) 10 Aug '04

10 Aug '04

Hi folks. Thank-you all for your help so far. Our pilot of OTRS is going very well. One bug left. We keep getting emails in OTRS like this: From: OTRS System <otrshelp(a)psd.defra.gsi.gov.uk> To: OTRS System <otrshelp(a)psd.defra.gsi.gov.uk> Subject: [Ticket#: 2004080910000201] New State 'open'! Created: 08/10/2004 10:56:01 *** THIS IS JUST A NOTE *** The state of your ticket '2004080910000201' has been changed by 'Rajendrakumar Varsani' to 'open'. http://comet2/otrs/customer.pl?Action=CustomerZoom&TicketID=134 Your OTRS Notification Master *** THIS IS JUST A NOTE *** Why? Rajendrakumar Premji Varsani BSc (Hons)

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RE: [otrs] when adding a new user i get an internal server error
by Adam Lee 09 Aug '04

09 Aug '04

markus -- i changed the config as per this post: http://lists.otrs.org/pipermail/otrs/2003-July/002209.html and that was sufficient to fix the problem. -----Original Message----- From: Markus Ruecker [mailto:mr@otrs.de] Sent: Monday, 9 August 2004 6:48 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] when adding a new user i get an internal server error Hi, > > when adding a new user i get an internal server error - > i cant provide any more information. > there is nothing in the apache access/error log re what the error is > > any ideas where i can start investigating? > > details: > fedora > mysql > apache2 > installed fine (?) and can login etc. Wich OTRS version? Wich server error number? Please give us some more information about your configuration. Regards, Markus Ruecker -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Can't access attachments in customer email
by Wes Plate 09 Aug '04

09 Aug '04

Hi everyone. I have a problem this morning trying to access two files attached to a customer email. When I click on the file, I just get a new window displaying this text: omfi:ArgIDType We're using OTRS 1.2.2. I've never had problems before with attachments. How can I download these files? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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when adding a new user i get an internal server error
by Adam Lee 09 Aug '04

09 Aug '04

when adding a new user i get an internal server error - i cant provide any more information. there is nothing in the apache access/error log re what the error is any ideas where i can start investigating? details: fedora mysql apache2 installed fine (?) and can login etc.

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RE: [otrs] apache2/modperl2 runnin on fedora
by Adam Lee 06 Aug '04

06 Aug '04

thanks all - i figured out the old modperl was installed i had to removed old version and then it worked fine. cheers -----Original Message----- From: Adam Lee Sent: Friday, 6 August 2004 3:41 PM To: otrs(a)otrs.org Subject: [otrs] apache2/modperl2 runnin on fedora have been trying to install the easy way: http://doc.otrs.org/1.2/en/html/install.html#INSTALLING-THE-QUICK-AND-EASY-… running the following: Apache/2.0.50 mod_perl 1.99_12-2.1.i386 i can install otrs which creates a conf file -- /etc/httpd/conf.d/otrs.conf then when running apachectl start i get the following: [error] Can't locate loadable object for module Apache::Constants in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ [[[ bunch of path directories ]]] [Thu Aug 05 21:56:02 2004] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server if i remove the otrs.conf apache2 starts up fine -- so i assume its something to do with this conf file. below is the entire file: # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders </Location> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 thanks in advance _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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Question rearding FAQ Themes
by Volker.Lipper＠de.mecglobal.com 06 Aug '04

06 Aug '04

Hello, we currently set up a new OTRS System (1.2.4) on a Suse (9.1) Box. Now we played around a bit and learned some things about themes and how to use theme. We succesfully created a theme for us and can use it everywhere inspite of the FAQ area. we changed the DefaultTheme in Config.pm and everything works fine. But if make any changes to the file FAQArticleForm.dtl in our Theme they do not have any efects. if i ake the same changes in the Standard dir they work as expected. I'm shure i miss something, but what? Any help will be greatly appreciated, Volker Lipper

1 1

RE: [otrs] apache2/modperl2 runnin on fedora
by Lohmeijer, Martijn 06 Aug '04

06 Aug '04

I remember questions about this from earlier months. Here you should find a collection of those: http://www.google.nl/search?q=otrs+on+apache2&ie=UTF-8&hl=nl&btnG=Google+zo… Your answer maybe in there somewhere. Regards, Martijn -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Adam Lee Verzonden: vrijdag 6 augustus 2004 7:41 Aan: otrs(a)otrs.org Onderwerp: [otrs] apache2/modperl2 runnin on fedora have been trying to install the easy way: http://doc.otrs.org/1.2/en/html/install.html#INSTALLING-THE-QUICK-AND-EASY-… running the following: Apache/2.0.50 mod_perl 1.99_12-2.1.i386 i can install otrs which creates a conf file -- /etc/httpd/conf.d/otrs.conf then when running apachectl start i get the following: [error] Can't locate loadable object for module Apache::Constants in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ [[[ bunch of path directories ]]] [Thu Aug 05 21:56:02 2004] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server if i remove the otrs.conf apache2 starts up fine -- so i assume its something to do with this conf file. below is the entire file: # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders </Location> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 thanks in advance _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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apache2/modperl2 runnin on fedora
by Adam Lee 06 Aug '04

06 Aug '04

have been trying to install the easy way: http://doc.otrs.org/1.2/en/html/install.html#INSTALLING-THE-QUICK-AND-EASY-… running the following: Apache/2.0.50 mod_perl 1.99_12-2.1.i386 i can install otrs which creates a conf file -- /etc/httpd/conf.d/otrs.conf then when running apachectl start i get the following: [error] Can't locate loadable object for module Apache::Constants in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ [[[ bunch of path directories ]]] [Thu Aug 05 21:56:02 2004] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server if i remove the otrs.conf apache2 starts up fine -- so i assume its something to do with this conf file. below is the entire file: # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders </Location> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 thanks in advance

1 0

Can't Access AdminArea
by Marshall28 06 Aug '04

06 Aug '04

Does anyone know what I might have done to loose access to the AdminArea tab in OTRS. I can't do any administrative functions and can only create tickets. How do I regain admin access? thanks marshall

4 17

Pending Error
by Varsani, Rajendrakumar (PSD) 05 Aug '04

05 Aug '04

Hi, I've got a problem with the 'Pending' function in OTRS. If I choose the 'Pending' option on a ticket, I get the error: Warning: Sorry, the current owner is root@localhost! Comment: Please change the owner first. Any ideas anybody? Rajendrakumar Premji Varsani BSc (Hons) Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. Its unauthorised use, disclosure, storage or copying is not permitted. If you have received it in error, please destroy all copies 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

receive messages in OTRS
by Bernard Duclot 05 Aug '04

05 Aug '04

Hello I have several messages in /var/spool/mail/otrs ; I can't load this messages in the OTRS The .procmailrc on the server: -rwxr-xr-x 1 otrs apache 2006 aoû 4 09:22 .procmailrc # -- # Pipe all email into the PostMaster process. # -- :0 : | $SYS_HOME/bin/PostMaster.pl Thank you for your help PS: the cat /var/spool/mail/otrs | /opt/otrs/bin/PostMaster.pl is ok. but in OTRS interface I receive only one message. -- Bernard Duclot -CICG- Departement Reseau -Universite Joseph Fourier-Grenoble BP 53 - 38041 Grenoble Cedex 9 France - Fax: (33) 04-76-42-11-71 Email : Bernard.Duclot(a)grenet.fr Tel: (33) 04-76-51-49-69

1 0

Customer notification about new note.
by Ivica Mustapic 05 Aug '04

05 Aug '04

Guys, Is there an easy way to notify customers via email that agent has added a note to the tickit? Ivica

2 2

Install with postgres
by Leonardo Amezquita 04 Aug '04

04 Aug '04

Hi list I need to install OTRS with postgres like database server. Does it support this database? I need information about that. Best regards. Leonardo Amezquita Tecnico de Operaciones Ubiquando Ltda

2 1

Queue with closed messages
by Gustavo Azambuja 04 Aug '04

04 Aug '04

excuse by my ingles. As I can see a queue with the closed messages? thk.

2 2

multiple attached files
by N.R. 04 Aug '04

04 Aug '04

is this really not possible or am i blind ? :) please oh please make multiple attachments possible! N.

2 1

hungarian translation
by SITKEI Attila 04 Aug '04

04 Aug '04

Hi, Yes, I investigated some work into the translation of otrs as I were in need of a good helpdesk system and found resonably to do so. If there is any interest for the language package, one can download it at http://uu.pmihiv.hu/~teflon/otrs/hu.pm.gz. It uses UTF-8 coding but I have not had any trouble with it. Yours, tef

1 0

Is it possible to select several Ticket to put them in a different Queue ?
by Olivier ECKERT 04 Aug '04

04 Aug '04

Hello everybody, We are using OTRS 1.2.3 on Linux As everybody I get a lot of SPAM mail in the morning when I connect to OTRS arround 50 to 250 (depends on the day). But put each ticket one ticket after the other in the SPAM queue is too long. Is it possible to select several Ticket and put them in a different Queue ? As the usual IMAP mailbox like netscape, hotmail, etc ....... you can cross every mail that you want to delete or move to another directory. I read the RTFM but I didn't find anything about this. :) Do you have a workarround ? Thank you, -- Olivier ECKERT - Strasbourg in France

2 1

Queue Escalation and Individual Priorities
by Varsani, Rajendrakumar (PSD) 04 Aug '04

04 Aug '04

Hi, Where are the individual, ie Very High, Very Low, etc. prioritisation times set? And how do tickets behave with respect to reaching deadlines? And can someone point me to or explain to me how the escalation priorities for queues and the individual ticket priorities interact? Any help very appreciated! Thanks for taking time out to read this email. Rajendrakumar Premji Varsani BSc (Hons) 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. Its unauthorised use, disclosure, storage or copying is not permitted. If you have received it in error, please destroy all copies 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

PostMasterPOP3.pl fails with many messages (help please!)
by Alessandro Ranellucci 03 Aug '04

03 Aug '04

Hi all, we've got more than 500 messages in our POP mailbox, and PostMaster.pl fails after getting some of them: ----------------------------------------------------------------------- Message 44/507 (otrs-in@**ourdomain**) DBI connect('database=jellycentral;host=**host**','otrs',...) failed: Too many connections at /opt/otrs/Kernel/System/DB.pm line 236 ERROR: OTRS-PM3-10 Perl: 5.8.4 OS: darwin Time: Mon Aug 2 16:56:51 2004 Message: Too many connections Traceback (28044): Module: Kernel::System::DB::new (v1.37) Line: 212 Module: Kernel::System::CustomerUser::DB::new (v1.22) Line: 46 Module: Kernel::System::CustomerUser::new (v1.17) Line: 42 Module: Kernel::System::Ticket::new (v1.70) Line: 112 Module: Kernel::System::PostMaster::new (v1.40.2.1) Line: 53 Module: main::FetchMail (v1.11) Line: 163 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.11) Line: 106 Too many connections at /opt/otrs/Kernel/System/CustomerUser/DB.pm line 46. ----------------------------------------------------------------------- Then I raised the max_connections parameter in /etc/my.cnf, and now PostMasterPOP3.pl fails with another error: ----------------------------------------------------------------------- Message 126/508 (otrs-in@**ourdomain**) Can't locate Carp/Heavy.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /System/Library/Perl/5.8.4/darwin /System/Library/Perl/5.8.4 /Library/Perl/5.8.4/darwin /Library/Perl/5.8.4 /Library/Perl /Network/Library/Perl/5.8.4/darwin /Network/Library/Perl/5.8.4 /Network/Library/Perl .) at /System/Library/Perl/5.8.4/Carp.pm line 178. (in cleanup) Can't call method "Disconnect" on an undefined value at /opt/otrs/Kernel/System/CustomerUser/DB.pm line 449 during global destruction. ----------------------------------------------------------------------- How can we feed those messages in our OTRS queues? Please help, as this is a production system and I don't see any other solution than having a Perl script feed them one by one to PostMaster.pl. But this of course doesn't fix the problem itself. - Alessandro Ranellucci

2 4

RE: [otrs] Customising OTRS (Outlook Priorities Solution)
by Varsani, Rajendrakumar (PSD) 03 Aug '04

03 Aug '04

Sorry! For 'Priority' read 'Importance' Markus, the suggestion below worked, but only when we declared Priority rather than X-Priority (thanks Matt!): $Self->{'PostmasterX-Header'} = [ ... 'Priority', ... ]; and then this instead: # Job Name: 1-Match # (Set incoming mails with prio highest to OTRS Prio 5 very high) $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { Priority => 'High', }, Set => { 'X-OTRS-Priority' => '5 very high', }, Match => { Priority => 'Low', }, Set => { 'X-OTRS-Priority' => '1 very low', }, }; ... and it works splendidly. Now, if someone could tell me why I get two emails to Postmaster instead of one email to RAW ... ? Rajendrakumar Premji Varsani BSc (Hons) -----Original Message----- From: Markus Ruecker [mailto:mr@otrs.de] Sent: Tuesday, May 25, 2004 1:54 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Customising OTRS Hi, > Folks, How do I go about tweeking the interface; I've started putting in corporate logos and > Suchlike but does anyone have any tips on setting colours etc? Which OTRS version? In version 1.2.3 you can do this with the css-Statements in the *.dtl files. > Also, I've noticed that the Outlook priority marking is lost when the emails > get to OTRS. Any idea how to get around this? Customers have finally been > trained to use the correct priority markings and we'd hate to lose the > functionality! Try this, it's without any warranty! Add the following to /opt/otrs/Kernel/Config.pm $Self->{'PostmasterX-Header'} = [ ... 'X-Priority', ... ]; # Job Name: 1-Match # (Set incoming mails with prio highest to OTRS Prio 5 very high) $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { X-Priority => '1 (Highest)', }, Set => { 'X-OTRS-Priority' => '5 very high', }, }; Regards, Markus Ruecker -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. Its unauthorised use, disclosure, storage or copying is not permitted. If you have received it in error, please destroy all copies 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] Customising OTRS (Outlook Priorities Solution)
by Varsani, Rajendrakumar (PSD) 03 Aug '04

03 Aug '04

Markus, the suggestion below worked, but only when we declared Priority rather than X-Priority (thanks Matt!): $Self->{'PostmasterX-Header'} = [ ... 'Priority', ... ]; and then this instead: # Job Name: 1-Match # (Set incoming mails with prio highest to OTRS Prio 5 very high) $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { Priority => 'High', }, Set => { 'X-OTRS-Priority' => '5 very high', }, Match => { Priority => 'Low', }, Set => { 'X-OTRS-Priority' => '1 very low', }, }; ... and it works splendidly. Now, if someone could tell me why I get two emails to Postmaster instead of one email to RAW ... ? Rajendrakumar Premji Varsani BSc (Hons) -----Original Message----- From: Markus Ruecker [mailto:mr@otrs.de] Sent: Tuesday, May 25, 2004 1:54 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Customising OTRS Hi, > Folks, How do I go about tweeking the interface; I've started putting in corporate logos and > Suchlike but does anyone have any tips on setting colours etc? Which OTRS version? In version 1.2.3 you can do this with the css-Statements in the *.dtl files. > Also, I've noticed that the Outlook priority marking is lost when the emails > get to OTRS. Any idea how to get around this? Customers have finally been > trained to use the correct priority markings and we'd hate to lose the > functionality! Try this, it's without any warranty! Add the following to /opt/otrs/Kernel/Config.pm $Self->{'PostmasterX-Header'} = [ ... 'X-Priority', ... ]; # Job Name: 1-Match # (Set incoming mails with prio highest to OTRS Prio 5 very high) $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { X-Priority => '1 (Highest)', }, Set => { 'X-OTRS-Priority' => '5 very high', }, }; Regards, Markus Ruecker -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. Its unauthorised use, disclosure, storage or copying is not permitted. If you have received it in error, please destroy all copies 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

Two emails in the Postmaster queue
by Varsani, Rajendrakumar (PSD) 03 Aug '04

03 Aug '04

Hi, I've been preparing OTRS for an internal pilot within our IT section. Alas! All of a sudden I noticed that two emails now appear in the Postmaster queue rather than in the RAW queue. Does anyone have any idea as to what I've inadvertently changed? I didn't think I'd done anything other than minor tweeks and front-end dtl customization last week but I obviously have. Somewhere. Any help GREATLY appreciated. Thank-you in advance. Rajendrakumar Premji Varsani BSc (Hons) 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. Its unauthorised use, disclosure, storage or copying is not permitted. If you have received it in error, please destroy all copies 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] Active Directory as customer backend
by Scott Millard 30 Jul '04

30 Jul '04

I'm using 2003 AD as my customer backend, it took me a while to get it working, but it works now. :) Scott Millard University of Central Florida Public Safety and Police 407-823-4699 smillard(a)mail.ucf.edu >>> robert.kehl(a)otrs.de 7/29/2004 7:28:48 AM >>> > Has anyone been able to configure OTRS to use Windows 2003 Active > Directory as the customer backend? If so, are there any quick and dirty > guides? > The install documents reference using LDAP as the backend, but I'm not > quite sure how AD <==> LDAP mappings would look. See the cvs version of the docs, the following chapter 11 is about AD integration: http://doc.otrs.org/cvs/en/html/ldap-integration.html hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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

Patch for OTRS not using "References" header
by Rajiv 30 Jul '04

30 Jul '04

Martin, Attached is a patch for making OTRS use the email headers to choose the TicketNumber. When the patch is applied, PostMaster looks for the TicketNumber in the subject [as it used to]. If the TicketNumber is not found, it will look at the References and In-Reply-To headers and try to lookup the TicketNumber for those headers. Would appreciate it if you can take a look at it give some feedback. Reading: http://www.jwz.org/doc/threading.html http://search.cpan.org/src/SIMON/Mail-Thread-2.5/Thread.pm Warning: The Article table is not indexed on a_message_id. The lookup for ticketnumber given the message-id could be expensive. Right now we dont have too many entries in the DB. So it seems to behave fine. Food for thought: o The alternative strategy I was thinking was that the message id is composed by otrs as <time.rand.ticket-number.user@fqdn>. Maybe we can use this information to get the ticket number. If no OTRS generated message IDs are found in the message headers, then we can look at the current brute force algo. o Using the headers instead of Subject should probably go into the Config.pm? Martin Edenhofer wrote: > Hi Rajiv, > > On Wed, Jul 28, 2004 at 07:06:41AM +0000, Rajiv wrote: > > This is probably right out of the FAQ, but I couldnt find it there. I > > am trying to get OTRS use the References email header to thread > > messages. As far as I can see, it seems to be using the Ticket number > > in the Subject line to thread the messages. Is there some > > configuration change required to enable header based threading instead > > of subject based threading? > > > > Thanks in advance for any pointers you can provide! > > There is currently just the subject based threading in ticket zoom > possible. > > Sorry. > > Martin Edenhofer

2 1

'owner' problem
by N.R. 30 Jul '04

30 Jul '04

Hi, question is - if a customer sends a reply to the ticket, it automatically goes to the original owner, but nobody else knows such mail has arrived. So is it possible to set some timeout - if the owner doesn't answer this email in a certain amount of time, then the message loses the owner. I hope i expressed myself clearly. Any idea ? N.

2 1

(no subject)
by Ramesh Kumar 29 Jul '04

29 Jul '04

Hai Friends, I am Ramesh Kumar . I am very interested to Know about the OTRS database design and functional arch. Please help me in give me a detail explination. Thanks and Regrads, Ramesh Kumar

3 2

Re: [otrs] Re: Horrible performance problem
by Henry Combrinck 29 Jul '04

29 Jul '04

> > Yup - that would work; too much work though. > My 600MB dump has just finished. I'm going to dump the schema seperately > and replace all bigint's with int, and restore. To play it safe, I also replaced all smallint's with int - stuff it. Performance is now as it should be. Instead of 45 MINUTES, the queue now (a queue of 250+ tickets) displays in 10-15 seconds. Even merely closing tickets is faster now (3s instead of almost a minute). This thread should give other postgres/otrs users hope! 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

Horrible performance problem
by Henry Combrinck 29 Jul '04

29 Jul '04

Hi all Hopefully some light can be shed on the problem we're experiencing - otrs is rapidly becoming unusable in our case (and we *really* don't want to abandon it). This is either a database/sql issue, or some other issue related to otrs. Scenario: agent has approx. 315 locked tickets, with 292-odd tickets in 'new messages' queue. Clicking on the 'locked tickets' queue (to display the tickets) results in a delay of 30-60 minutes... Opening a normal queue with 17 tickets results in a delay of about 45 seconds. So, quite a problem. The following is our setup: apache 1.3.31, mod_perl, mod_php, mod_* etc. Documented mod_perl/otrs setup was followed. Using Postgres 7.4.2. With Postgresql config: log_statement = true log_duration = true I see zillions of the following: SELECT sdt.name, sa.create_by, st.until_time FROM article_sen der_type sdt, article sa, ticket st WHERE st.id = 3604 AND sa.ticket_id = st.id AND sdt.id = sa.article_sender_type_id ORDER BY sa.create_time LOG: duration: 533.672 ms - 800ms SELECT sa.ticket_id, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_reply_to, sa. a_message_id, sa.a_body, st.create_time_unix, t.ticket_state_id, st.queue_id, sa.create_time, sa.a_content_type, sa.create_by, st.tn, article_sender_type_id, st.customer_id, st.until_time, st.ticket_priority_id, st.customer_user_id, st.user_id, su.login, sa.article_type_id, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.ticket_answered, sa.incoming_time, sa.id, st.freekey1, st.freetext1, st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4, st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6, st.freekey7, st.freetext7, st.freekey8, st.freetext8 FROM article sa, ticket st, system_user su where sa.id = 44681 AND sa.ticket_id = st.id AND st.user_id = su.id ORDER BY sa.id ASC LOG: duration: 809.421 ms - 1000ms Is otrs performing single and seperate selects for every blimming ticket in the set in question? Tweaking PG parameters really has no impact on this. The server in question is reasonably busy, with lots of memory, a fast processor, etc. Load avg varies between .3 - 1.5. The same server handles bugzilla with stellar performance. What the hell am I missing here? I refuse to give up on otrs just yet. Any help would be appreciated. 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

2 11

Active Directory as customer backend
by Covert, Jake 29 Jul '04

29 Jul '04

Has anyone been able to configure OTRS to use Windows 2003 Active Directory as the customer backend? If so, are there any quick and dirty guides? The install documents reference using LDAP as the backend, but I'm not quite sure how AD <==> LDAP mappings would look. (btw, my Active Dir. config is pretty vanilla from what I understand...) Thanks in advance. :-) ============================ Jake Covert IT Administrator Enterprise Automotive Systems (EAS) Phone: 586.755.3180 x 147 Fax: 586.759.3679 ============================

2 1

Hex ticket numbers
by Frederik Seiffert 29 Jul '04

29 Jul '04

Hello! We're currently using the DateChecksum module to generate ticket numbers, but I always felt that the numbers are way too long. As I don't see any reason for the date or the checksum in the ticket number, I changed the Random module to generate random _hex_ numbers, 8 digits long (plus system ID). Before configuring our system to use the new module, I just wanted to ask if there are any potential problems here. I've written the GetTNByString sub to recognize old numbers generated by the DateChecksum module, as we want to change the module in a live system. I've attached my module in case anyone finds it interesting. Feel free to use it. Thanks, Frederik # -- # Ticket/Number/RandomHex.pm - a ticket number random hex generator # Copyright (C) 2004 Frederik Seiffert <seiffert(a)equinux.de> # -- # $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 hex ticket numbers like ss.... (e. g. 10E375A03D, 10D6858736, ...) # -- package Kernel::System::Ticket::Number::RandomHex; use strict; use vars qw($VERSION); $VERSION = '$Revision: 1.0 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; sub CreateTicketNr { my $Self = shift; # get needed config options my $SystemID = $Self->{ConfigObject}->Get('SystemID'); # random counter my $Count = int(rand(0xFFFFFFFF)); # make hex $Count = sprintf("%X", $Count); # fill up while (length($Count) < 8) { $Count = "0$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}!". " Stoped 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-f]{8,40})-FW/i) { return $1; } else { if ($String =~ /$TicketHook:+.{0,1}($SystemID[0-9a-f]{8,40})/i) { return $1; } else { return; } } } # -- 1;

2 3

Help Regarding the OTRS
by Ramesh Kumar 29 Jul '04

29 Jul '04

Hai Friends, I am very interesterd to learn the OTRS functionalities and desiging. Please some one help me in expline me OTRS functionalities, desiging, database design and database structures. Thanks and Regrads, Ramesh Kumar

1 0

OTRS not using references header
by Rajiv 29 Jul '04

29 Jul '04

Hi, This is probably right out of the FAQ, but I couldnt find it there. I am trying to get OTRS use the References email header to thread messages. As far as I can see, it seems to be using the Ticket number in the Subject line to thread the messages. Is there some configuration change required to enable header based threading instead of subject based threading? Thanks in advance for any pointers you can provide!

2 1

Changing sending mail server
by Wes Plate 29 Jul '04

29 Jul '04

I would like to change the sending mail server our OTRS system uses, but here's my question: According to the user guide, I can change how mail is sent in Kernel/Config.pm But when I look in that file, it doesn't contain ANY information about how mail is sent in my current config. Neither Sendmail or SMTP. I am clearly sending mail, so where else should I look? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

2 1

Smart people!
by Turi 28 Jul '04

28 Jul '04

I was messing around with various files in OTRS when I stumbled across this line: "X-Wanted: I think you are smart. I'm looking for smart people!" I did a simple grep and its present in header, login and printheader dtls. I'm definitely not that smart ;) but what is its purpose? --Turi

2 1

RE: [otrs] Active Directory as customer backend
by Tyler Hepworth 28 Jul '04

28 Jul '04

I use Active Directory (Windows 2000) exclusively for Agent Auth, Customer Web Interface Auth, and Customer Database. There are several tweaks that have to be made to read from Active Directory properly, but the easiest way to explain them is to show a working config. I have attached my AD settings that are in my Config.pm. Tyler _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Covert, Jake Sent: Wednesday, July 28, 2004 9:46 AM To: otrs(a)otrs.org Subject: [otrs] Active Directory as customer backend Has anyone been able to configure OTRS to use Windows 2003 Active Directory as the customer backend? If so, are there any quick and dirty guides? The install documents reference using LDAP as the backend, but I'm not quite sure how AD <==> LDAP mappings would look. (btw, my Active Dir. config is pretty vanilla from what I understand...) Thanks in advance. :-) ============================ Jake Covert IT Administrator Enterprise Automotive Systems (EAS) Phone: 586.755.3180 x 147 Fax: 586.759.3679 ============================

1 0

OTRS on Enterprise 3
by Dave Owen 28 Jul '04

28 Jul '04

We've got a VPS with adiungo.com, running RedHat EL AS 3. When we try to install OTRS we get the following: error: Failed dependencies: perl-Digest-MD5 is needed by otrs-1.2.4-01 perl-MIME-Base64 is needed by otrs-1.2.4-01 apache is needed by otrs-1.2.4-01 mysqlclient9 is needed by otrs-1.2.4-01 Is anyone able to provide step-by-step (relative newbie-level) instructions? We've reasonably familiar with RH9 but new to Enterprise. Also new to OTRS. Thanks very much and sorry for being a newbie, Dave

2 1

Re: [otrs] Can't Access AdminArea
by Jesse 28 Jul '04

28 Jul '04

Robert Kehl wrote: >>>Here is the error I get when trying to add root as admin: >>> Message: Need Permission! >>> >>> >> >>Ouch. >> >> >> >>>I'm not sure if I renamed any groups. Could I find this out through >>>phpmyadmin. If so what table do I look under and what groups should I >>>verify >>>are named correctly? >>> >>> >> >>Have a look into groups and compare to what comes from >>scripts/database/initial_insert.sql. >> >>hth, >> >>Robert Kehl >> >> >> Ok, the ouch doesn't sound good. I'm sending a bitmap (zipped) of a screenshot of the groups table. Does anything look out of order to you? I'm not sure what I"m looking for in the "initial_insert.sql" file. Is this the right track we're heading down to fix this problem? thanks marshall

1 0

Anyone MultiHosting between geographicly separated sites?
by witkowsk＠pop900.gsfc.nasa.gov 27 Jul '04

27 Jul '04

We are using OTRS quite effectively for a bit over 6 months now and are looking at expansion. We would like to use it as the common system for two initial sites (one on the US east coast and the other on the west) (one is already running OTRS) with additional expansions dependent on its success. Is there anyone out there using OTRS in a similar manner that would be willing to share their experiences, especially lessons learned? Even if you are multi-hosting locally, your input would be appreciated (the geographic issue presents some distinct issues). I am not only interested in any technical issues but also any cultural (actually human behavioral) and/or political/bureaucratic nonsense that had to be dealt with. Best Regards, Michael Thomas Witkowski --- witkowsk(a)nccs.nasa.gov (w) 301.286.3887 (c) 301.266.6492 ---

1 0

Ticket consolidation
by Watts, Ken 27 Jul '04

27 Jul '04

Is there an easy way to consolidate or link tickets? The best solution would be a feature that allows a "master" ticket to be reassigned and attached to another ticket.

3 2

RE: [otrs] OTRS OK On FreeBSD?
by Christian Schaller 27 Jul '04

27 Jul '04

> As we are reorganizing our internal servers, we are wondering if OTRS > can be hosted on a FreeBSD server, and if so, are there any special > considerations not in the documentation about which we need to be > aware? We are running an OTRS system on FreeBSD. Installation was almost as described in the documentation. I mean almost, since I had some troubles with Perl. You have to install Perl from the ports tree. Do not use the default version, it's too old -- you will get some error messages and warnings from your OTRS scripts (mostly from Sys::Hostname). Having installed Perl 5.8 (that's the current version from the ports tree), issue a "use.perl port" from a command shell. For all other Perl modules I was also using the appropriate versions from the ports tree. I found some minor issues regarding user rights. On FreeBSD, sendmail runs as user mailnull. This causes troubles with OTRS's PostMaster.pl script which wants to write to TicketCounter.log. I had to change the group of that file (default location /opt/otrs/var/log) to mailnull. Ah, I almost forgot: I cannot get the graphical statistics running. But this seems like a ports problem: I've installed all the required packages, but the OTRS script for checking the installed/required Perl modules doesn't find them. Otherwise, everything went very well. No other problems. If I knew how to create a port in FreeBSD, I'd be willing maintaining that software port. As Robert already noted, you should comply to the FreeBSD standard of installing ports (/usr/local). - Chris

2 1

When does Escalation Occur?
by Marshall28 26 Jul '04

26 Jul '04

When is the escalation time on a ticket reset? Is this when a user takes ownership or the owner views(zooms) the ticket? What has to be triggered for a tickets escalation time to be reset? thanks marshall

2 1

User Documentation
by Varsani, Rajendrakumar (PSD) 26 Jul '04

26 Jul '04

Hello everyone, Rather than re-inventing the brick, has anyone got a (comprehensive?) user guide for OTRS 1.2.x that they'd be willing to share? Rajendrakumar Premji Varsani BSc (Hons) rajendrakumar.varsani(a)psd.defra.gsi.gov.uk

1 0

default language and check spelling
by Marcello Mezzanotti 23 Jul '04

23 Jul '04

hi im from brazil and im doing some customization on otrs, im running linux suse91 and i have installed ispell-brazilian dictionary and on Default.pm $Self->{SpellCheckerDictDefault} = 'brazilian'; and $Self->{PreferencesGroups}->{SpellDict} = { Colum => 'Other Options', Label => 'Spelling Dictionary', Desc => 'Select your default spelling dictionary.', Type => 'Generic', Data => { # dict => frontend (ispell) 'english' => 'English', 'brazilian' => 'Brazilian', but all the times when i trie to check something, it always use english dictionary, by the way in prompt if i run ispell -d brazilian and type something in portuguese it says me thats ok and, where is SET the default language (ALL THE TIME, in both agent/admin and customer logins screens). because i have this $Self->{DefaultLanguage} = 'pt_BR'; and i always have english login screens thanks in advance Marcello ps: sorry my poor english

2 4

OTRS OK On FreeBSD?
by L. Mark Stone 22 Jul '04

22 Jul '04

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 As we are reorganizing our internal servers, we are wondering if OTRS can be hosted on a FreeBSD server, and if so, are there any special considerations not in the documentation about which we need to be aware? I am presuming that if we just transfer the mysql database and the web directory as per the migration/backup documentation that we would otherwise be OK. Thanks! Mark - -- _____________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04101 Tel: (207) 772-5678 Web: http://www.RNoME.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2-rc1-SuSE (GNU/Linux) iD8DBQFA/8XF2cQw/ayGE2gRAjLNAKCF2QpEpwJBeyXL39KTerV/pkeZtgCfd5ts sPJvIj1guy8MdPLZz2NnVg4= =ZtW0 -----END PGP SIGNATURE-----

2 1

Don't See AdminArea Icon
by Marshall28 22 Jul '04

22 Jul '04

I recently logged in today with the same user I've been logging in as that has Admin rights and I now can't see the "AdminArea" Tab? I went to my preferences and under the custom queues I saw that I don't have the stats, users, junk, raw etc. queues available. Somehow I locked myself out of the AdminArea. This happened to the other agents who have access to the AdminArea as well, so I'm guessing it's over all of OTRS. Any ideas on what I could have done and how do I regain access? thanks marshall

2 3

RE: [otrs] otrs and ldap[Scanned]
by Adrian McCray 22 Jul '04

22 Jul '04

What type of LDAP tree are you trying to connect to? AD? NDS?? OpenLDAP? I know that AD had a few nuances that had to be taken into consideration when mapping LDAP fields. ------------------------------ Adrian McCray LAN Manager I.T. Department The Spring of Tampa Bay, Inc. P.O. Box 4772 Tampa, Florida 33677 813-247-5433 ext 329 http://www.thespring.org > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Ross Mann (WFF) > Sent: Thursday, July 22, 2004 11:11 AM > To: otrs(a)otrs.org > Subject: [otrs] otrs and ldap[Scanned] > > > I am having troubles connecting to my ldap tree. > I have uncommented all the code needed in the config.pm and > restarted my webserver. Is there any one out there that can > give me directions on how to actual get this running. > > > _______________________________________________ > 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

Solaris + Apache 2.0.48 + mod_perl-1.99_14 WEIRD PROBLEMS
by Steve Shippa 22 Jul '04

22 Jul '04

Hello, I was able to get otrs 1.2.3 and 1.2.4 running on Solaris 9, Apache 2.0.48, w/o mod_perl just fine. When I configure with mod_perl-1.99_13 or _14 weird things start happening making it impossible to use. I'm wondering if anyone has it working using mod_perl2 on Solaris. And if you do, would you mind sharing your config (for both Apache & otrs). If I log in using Mozilla/Firefox, I usually get an error stating "Redirection limit for this URL exceeded", and checking the otrs log, I see several: [Tue Jul 20 18:35:27 2004][Notice][Kernel::System::Auth::DB::Auth] User: steve logged in (REMOTE_ADDR: x.x.x.x). [Tue Jul 20 18:35:27 2004][Notice][Kernel::System::Auth::DB::Auth] User: steve logged in (REMOTE_ADDR: x.x.x.x). [Tue Jul 20 18:35:27 2004][Notice][Kernel::System::Auth::DB::Auth] User: steve logged in (REMOTE_ADDR: x.x.x.x). [Tue Jul 20 18:35:28 2004][Notice][Kernel::System::Auth::DB::Auth] User: steve logged in (REMOTE_ADDR: x.x.x.x). [Tue Jul 20 18:35:28 2004][Notice][Kernel::System::Auth::DB::Auth] User: steve logged in (REMOTE_ADDR: x.x.x.x). [Tue Jul 20 18:35:28 2004][Notice][Kernel::System::Auth::DB::Auth] User: steve logged in (REMOTE_ADDR: x.x.x.x). [Tue Jul 20 18:35:29 2004][Notice][Kernel::System::Auth::DB::Auth] User: steve logged in (REMOTE_ADDR: x.x.x.x). However, sometimes I get "SessionID invalid! Need user data!" with Firefox/Mozilla. If I log in using IE, it usually let's me in. However, when I get in, the real weirdness begins. If I click on any of the links in the control panel (QueueView, PhoneView, Compose Email, Utilities, etc), say "QueueView", it's as if I'm clicking on "take me to a Random Link" because I can end up on "PhoneView", "Preferences", "Utilities", etc (any of the links)or even sometimes where I should, "QueueView". If I look at the apache log, the only thing that shows up is: [Tue Jul 20 18:16:19 2004] [info] server seems busy, (you may need to increase StartServers, or Min/MaxSpareServers), spawning 8 children, there are 3 idle, and 15 total children If I look at the otrs log, nothing "seems out of place", i.e, there's only 1 session listed. Anyone have any thoughts/advice (besides don't use mod_perl)? Thanks,. -Steve

3 5

Freetext as Free Text
by Sven G Lilie 22 Jul '04

22 Jul '04

Hi together, I want to be able to use two of the free text fields as real free text. I need to store there references to other ticket systems (Ticket IDs) How do I have to configure the config.pm to get a text Box and not a drop down Regards Sven

3 4

Search by History?
by Tyler Hepworth 22 Jul '04

22 Jul '04

Is it possible to use the "Utilities" to search for tickets by history? I would like to see all tickets with the history entry "Customer sent new ticket via web". That way I can find out who is using the web interface vs email. If not available, this might be a nice feature to add to OTRS. Thanks, Tyler Hepworth

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problem in getting mail in otrs system
by Umer Waqar 22 Jul '04

22 Jul '04

Hi, I have installed OTRS on windows(xp) and configured it to get mail from the mail server using POP3. I cannot get mails inside the system when i click "New Messages". I can however send messages from the OTRS system. Any help??? Thanks --- Umer

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RE: [otrs] Message: Can't process email with MessageID xyz (SOLVE D)
by _ext Reuter, Joerg (Werkstudent ASW 6 ) 22 Jul '04

22 Jul '04

Hi, thanks a lot - that did the trick! Problem was, my colleague changed the priority name and didn't think this would require a configuration change ... Ciao, Joerg Jörg Reuter ::: Wincor Nixdorf International GmbH, Banking Division ASW 6 (Germany) ::: joerg.reuter.ext(a)wincor-nixdorf.com, +49-5251-812790, www.wincor-nixdorf.com > -----Original Message----- > That sounds easy. It looks like you change the priority names > in ticket_priority? > > It it is so, you also need to tell OTRS what the new default priority > is: > > [Kernel/Config.pm] > > # PostmasterDefaultPriority > # (The default priority of new tickets.) [default: '3 normal'] > $Self->{PostmasterDefaultPriority} = 'some new name'; > > [...] > > See also: http://doc.otrs.org/1.2/en/html/priority.html

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Default FAQ Article State
by Alex Kelly 22 Jul '04

22 Jul '04

Hello All, In our organization, the helpdesk is using the FAQ internally for all of their own documentation to help people when they call in with tickets. As such, I would like the defautlt FAQ state to be Internal. I have done a few searches and looked through the Defaults.pm and cannot seem to find a setting for this. Does anyone know how to accomplish this? Thanks, Alex Kelly

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Master View
by Cogley, Rick 22 Jul '04

22 Jul '04

Hello - Thank you for your hard work on OTRS. I am working on CVS 1.3.x, and have a question about creating a "master" mailbox view. It seems to be possible to use the search function to search for all tickets, which is very good, and I can save the search profile with a name to reuse it later. I tried making a saved search with Ticket set to *, and it seems to spit back all the tickets in the system. This is similar to what I want but relatively several clicks to get there. Is it possible to make a mailbox view that just defaults to showing all the tickets and is sortable, but which I can access in one click? The use I am thinking is if I have an engineering manager and several engineers answering tickets, I would like the manager to be able to have sort of a "dashboard" view of what is going on in his or her team at any moment. Cheers, Rick Cogley Tokyo

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otrs and ldap
by Ross Mann (WFF) 22 Jul '04

22 Jul '04

I am having troubles connecting to my ldap tree. I have uncommented all the code needed in the config.pm and restarted my webserver. Is there any one out there that can give me directions on how to actual get this running.

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