- otrs - OTRS mailing lists

X-OTRS used to ignore AND send a rejection message?
by Tyler Hepworth 28 May '04

28 May '04

If I use X-OTRS to ignore a message is it also possible to send a notice back to the sender informing them of the rejection? Thanks, Tyler Hepworth

5 8

Change of Ticket Owner
by Patrick Hofmann 28 May '04

28 May '04

Hi We found some issue which we don't know how to classify: If you click on "Compose Empty Answer" on a ticket, you immediately become the new owner even if you *don't* send it (e.g. just press 'back' in your browser). In fact, from then on the ticket is locked on you. This is also a nice way to get rid of the "escalated tickets" without answering them: - click on "Compose empty answer" - don't submit it - change the ownership back to the previous agent We don't know if this should be posted to bugs, or if we miss some basic understandings any hints appreciated Patrick -- ------------------------------------------------------------- addr://Rathausgasse 31, CH-5001 Aarau tel://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 ------------------------------------------------------------- terreActive AG Wir sichern Ihren Erfolg. -------------------------------------------------------------

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RE: [otrs] Webserver - Other than Apache!
by Covert, Jake 28 May '04

28 May '04

<struggle> Mmmmuuusttt not make disparaging remarks about IIS..!!! Argg....</struggle> Robert Kehl wrote: > On Thursday, May 13, 2004 2:34 PM > Doug Hall <dhall(a)intellecthr.com> wrote: >> Simple Yes or no.. Can this be run on IIS??? If so, is there any >> documentation yet? > > No, sorry. I heard of noone who has successfully completed that task. > > Robert Kehl

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Re: [otrs] Mail notes and answers to all admins
by Jurrit 28 May '04

28 May '04

Jurrit de Vries wrote: > On Friday, May 28, 2004 5:12 PM Jurrit <jurrit(a)home.nl> wrote: >> 1. When adding a note to a ticket, we (the admins of that queue) >> like to receive a mail about it, with the notes content. I saw >> there was something like Agent::AddNote in the notifications list. >> But I couldnt find a way to enable that. > No way to do that without thorough coding, sorry. Hmmz. That is a shame indeed. But OTRS has to enter the notes content to the database. It also knows the admin mail address and is able to send mails. I thought it wouldn't be to difficult to add this functionality. Can you tell me what part of the code handles the note data submission to the database? Maybe I can hack something myself. There also is something like admin email. With action AdminEmail. And subaction Send. Well, let me not bother you with that. Maybe if have some spare time, I will be able to add this to the code. >> possible that every answer has a default BCC line in it? > Again: no. We provide a general Bcc feature. Set in Config.pm: > # SendmailBcc # (Send all outgoing email via bcc to... # Warning: use > it only for external archive funktions) $Self->{'SendmailBcc'} = > 'address(a)example.com'; ah, well that might help a bit for now. >> I hope someone can help me fix this issues, or at least give some >> pointers. > sales(a)otrs.de - we'll do it for you. Well, if i had money to spend, i would gladly pay you, but we dont have any :) Thnx for the quick answer tough Jurrit

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Mail notes and answers to all admins
by Jurrit 28 May '04

28 May '04

Hiya, Well, we used to work with RT2 and made a switch to OTRS. I love it, but have trouble with two things. I couldnt find any info about in the docs or using google, so I hope you can help me. 1. When adding a note to a ticket, we (the admins of that queue) like to receive a mail about it, with the notes content. I saw there was something like Agent::AddNote in the notifications list. But I couldnt find a way to enable that. I added this in the config.pm but that didnt helpt either: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, 2. When one admin answers a ticket, all other admins should receive that answer to. That way we can easily check wether it was a correct answer, etc. I didnt find any thing in OTRS that looked like it was designed to do that. So I was wondering, is it possible to do this. If not, is it possible that every answer has a default BCC line in it? The mails should either go to the personal address of the admins, or to the system admin mail address. $Self->{AdminEmail} I hope someone can help me fix this issues, or at least give some pointers. Jurrit

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ERROR No Permission! - while customer tries to read ticket fro Ticket-Overview
by Stig Graasbøl Rasmussen 28 May '04

28 May '04

On Wednesday, April 21, 2004 3:44 PM Stig Graasbøl Rasmussen <[EMAIL PROTECTED]> wrote: >> I get the Error: No Permission! - message while clicking on an old >> ticket from the customer login "Ticket-Overview" screen. >> The ticket exists fine and can be accessed with no problems from the >> Agent screens. >Does the Customer have access to the queue the ticket is in? >Robert Kehl Yes I am pretty sure about that, the queue is my default queue used by all my customer users and they have no problems viewing their tickets and the user in question is a customer user with exactly the same properties/permissions as the others. Only difference I can think of is that the troubled tickets where created by an agent user - using 'Compose Email' with the customer user in question selected in the 'To'-field. Tickets created by the custermer user the normal way do not have the 'No Permission' problem. By the way is there a way (e.g. a database query) I can use to check which users have acces to which queues? Thanks Stig

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FAQ - customer users must login again to view FAQ articles
by Stig Graasbøl Rasmussen 28 May '04

28 May '04

When I create FAQ articles in state 'Public (all)' they all get visible to customer users in the 'FAQ Overview' page. But when a customer user clicks an article he is asked to login again in order to read it. That shouldn't be necessary, can anybody tell me how to avoid that? Thanks Stig Rasmussen

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RE: How can an agent behave like a customer?
by Andrej Bazovkin 28 May '04

28 May '04

Hello! On Thu, 27 May 2004 08:35:36, Tyler Hepworth wrote: >When I want to place a ticket from myself as the customer, I just >create the ticket in phone view and put that is from myself (my email >address). My email then receives notifications and everything else >just as if I were a customer. If I log into the customer >self-service page, all my tickets show up just as if I were a >customer. When our agents try to login on customer login page with their own login/password the login fails (when trying to initiate password recovery "no such user" is reported). Did you create two separate accounts for each agent: as an agent and as a customer? With respect, Andrej Bazovkin

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Compose Message Problem
by Scott Moore 28 May '04

28 May '04

Hello again, all... By default, when you use a Response to reply to a ticket, the Response text appears BELOW the ticket text. What files do I need to edit to change this. Looking at the source, I see the places it's getting the info from, but when I try to find that data within any of the files I get NOWHERE. No biggie, but if you've got a solution, I'd love to hear it. In the meantime I'm gonna keep trying to find it myself... Scott

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Help setting up basic system
by Adam Cody 28 May '04

28 May '04

I managed to get OTRS up and running on SuSE 9.1, icons and everything else. I'm having problems with the queues and notifications though. When I close a ticket, the system then turns around with two notifications as well as "opening" the ticket again. Not sure what I'm doing wrong and would prefer to setup a real basic system at first to get things working well. Can anyone recommend some queue settings where the notifications will not reopen tickets or create new ones upon a notification that a ticket closed? Thanks, Adam Queues: Junk Misc Postmaster Raw otrs Set with: Follow-up: reject (tried possible as well), Customer Options no (tried yes as well)

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Replies to internal mails are visible by customers
by Erik Bonesvoll 28 May '04

28 May '04

If an agent want to have someone internally within the company to have a look at a case, it is possible to forward the customer's posting as an internal mail. The internal mail is hidden from the customer. This is great! However the reply address to this mail is the queue reply address, and the reply to the internal mail is posted as an external mail, hence it is visible by the customer. Is it a way to configure OTRS so replies to internal mails are also handled as internal communication ? Regards, - Erik -

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installer.pl problem
by Patrick Ouellet 28 May '04

28 May '04

Im not a webserver guru so this might be a bit dump but here it goes. I just installed OTRS 1.2.3-1 from RPM and installed all dependencies on a RH 8.0 server I followed the instruction and got stuck here: [install the OTRS database] Use a webbrowser and open this link: http://oeil.microtecsecurite.com/otrs/installer.pl In my web browser I get the 403 Forbidden error and in the apache log I get theses error: [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs/Kernel/cpan-lib/MIME/Body.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminSalutation.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AgentCustomer.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/CustomerFAQ.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AgentTicketLink.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/System/Encode.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Modules/AdminAutoResponse.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs/Kernel/cpan-lib/Mail/Field.pm [Wed May 26 14:27:15 2004] -e: Apache::Reload: Can't locate /opt/otrs//Kernel/Config/Modules.pm [Wed May 26 14:27:15 2004] [error] [client 10.1.8.7] (13)Permission denied: access to /otrs/installer.pl denied If I take those error one at a time the /opt/otrs/Kernel/cpan-lib/MIME/Body.pm is present so I assume its a webserver acces problem. Can someone help.. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Patrick Ouellet - pouellet(a)microtecsecurite.com Administrateur des serveurs reseaux Informatique - Poste 130 Microtec Technologies inc. =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= GPG Key ID & Fingerprint: 0x4D4B1AF0 BCC0 2F96 1596 BBF9 CEB5 5576 18CF 5C9F 4D4B 1AF0 =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=

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FW: [Ticket#: 100079] Moved ticket in "intellect" queue! (FW: [Ticket#: 1000 [...])
by Doug Hall 28 May '04

28 May '04

How come I'm still getting these notifications, although ALL my queues has notify turned off.?? -----Original Message----- From: Intellect IT Support [mailto:ITSupport@xxxxxxxxxxx] Sent: 26 May 2004 16:55 To: Doug Hall Subject: [Ticket#: 100079] Moved ticket in "intellect" queue! (FW: [Ticket#: 1000 [...]) Hi, "Doug Hall" moved a ticket [100079] into "intellect". http://xxxxxxxxxxxxxxxxxx:81/otrs/index.pl?Action=AgentZoom&TicketID=80 Intellect IT Support System

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problems with new queue's not showing
by Jorick Astrego 28 May '04

28 May '04

Hi all, We have a problem with newly created views that don't show in the queue's under preferences, change queue .. etc. The problem is that one of my co-workers created a queue once and made it a sub-queue of itself as he didn't understand it completely. I had to remove the queue by hand from the sql table but somehow newly created queues now don't show up anymore. Is there a way to repair this problem, where is the info for change queue pulled from? 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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clone customer
by Jorick Astrego 28 May '04

28 May '04

Hi people, Would it be hard to implement clone funtcionallity for things like customer users? We have several customers with multiple accounts and everytime I want to add another I have to fill in all the fields again. It would be great if I could select a user and use a button to clone it whereafter I could modify the username and login. This is extra work now because I added multiple extra fields like company address, account manager, project manager, etc. 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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Getting Ticket IT out of OTRS through 3rd party software
by Matthias Eichler 28 May '04

28 May '04

Dear List, I want to get the Ticket ID of one specific ticket with specific criterias out of OTRS. So the 3rd party software can create an eMail with the correct Ticket ID in the subject (and/or Mail Header). Is this possible without an native database connection? Is there any OTRS module which does this work? Can I or should I manipulate the GA for this? Thanks for you input, Matthias Eichler -- Matthias Eichler <me-lists(a)kernzeit.com> kernzeit AG

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Data Dictionary?
by Daniel Porowski 28 May '04

28 May '04

I know, I know. But I swear, I did look through the documentation, as well as tried to search the site and the lists. I still couldn't find one. Am I just blind? Could anyone either point me at where to look or point me at the dictionary itself? -- Daniel Porowski <daniel.porowski(a)myrio.com> 425-368-4426

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RE: [otrs] Help with Custom Postmaster module
by Tyler Hepworth 28 May '04

28 May '04

Robert Kehl wrote: > On Friday, May 21, 2004 6:17 PM > Tyler Hepworth <TylerH(a)natr.com> wrote: >> I created a custom Postmaster module (Simple.pm) and tried to use it >> like this: >> >> Kernel/Config.pm >> [...] >> # Job Name: Custom Postmaster >> # (use custom postmaster module) >> $Self->{'PostMaster::PreFilterModule'}->{'Custom Postmaster'} = { >> Module => 'Kernel::System::PostMaster::Filter::Simple', >> }; [...] >> >> >> When the PostMasterPOP3.pl cron runs, I get the following message: >> >> Can't load module Kernel::System::PostMaster::Filter::Simple! > > Where did you save it? > /opt/otrs/Kernel/System/PostMaster/Filter/Simple.pm of course... :-) Tyler

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Ticket aging - how to stop the clock when the ticket is closed?
by unbekennt X 28 May '04

28 May '04

I would like the ticket Age counter to reflect the time from creation to closure for closed tickets, and from creation to current time for open tickets. Therefore I need some way to stop the clock when a ticket gets closed. Any suggestions? Matthew Loxton _________________________________________________________________ Store more e-mails, accept larger attachments with Hotmail Extra Storage! http://join.msn.com/?pgmarket=en-xe

2 1

some propositions to make things better :)
by Andrej Bazovkin 28 May '04

28 May '04

Hello! I'm using OTRS 1.2.3 Thank you for this great product! While using it, I discovered some features , that are not present in OTRS (or may be I don't know how to activate them) but that can make work with OTRS more effective and comfortable to many users. Let me explain them: 1) it'll be better to have a possibility to store contact phone numbers for every customer user 2) As I know it is effective to use the customer_ID field as customer's organization identifier. May be it's possible to make separate table for organizations and so to make a customer_ID field on the customer properties page a combo-box with the list of stored organizations? 3) Imagine such a situation: an agent gets a phone call from our customer which is not in DB yet (it's impossible to put all our customers to DB at one time). AFAIK an agent should put that customer to DB first, and besides all it's necessary to inquire his e-mail even if it never be used in future. What can you advice me to simplify this step (adding a customer to DB while he/she on the phone) and so to make it appreciably faster? Thank you in advance! With respect, Andrej Bazovkin

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OTRS and IIS
by Eric Boudrand 28 May '04

28 May '04

Hi, I am trying to configure OTRS on windows 2000 server with IIS. I can access to http://localhost/otrs/index.pl. When I used root@localhost as login and root as password, nothing happens. In OTRS logs, I found : [Wed May 19 09:57:09 2004][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost logged in (REMOTE_ADDR: 192.168.205.9). In MySQL logs, I found several SELECT and INSERT from otrs@localhost on otrs. Any idea ? Eric Boudrand

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More then 1 system address
by Scott Millard 28 May '04

28 May '04

I've setup OTRS to use 3 separate queues. IT,Cars,Radios. Each one has its own email address IT@, Cars@, radios@. I've assigned each one the proper email address. But for some reason all email notices are coming from the first email address i created, in this case, cars@. Anyone else had this problem? Maybe i havent set it up right - i've read of others using 1 system account and forwarding others to it. Any help would be appreciated. Thanks. -Scott

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Help with Custom Postmaster module
by Tyler Hepworth 28 May '04

28 May '04

I created a custom Postmaster module (Simple.pm) and tried to use it like this: Kernel/Config.pm [...] # Job Name: Custom Postmaster # (use custom postmaster module) $Self->{'PostMaster::PreFilterModule'}->{'Custom Postmaster'} = { Module => 'Kernel::System::PostMaster::Filter::Simple', }; [...] When the PostMasterPOP3.pl cron runs, I get the following message: Can't load module Kernel::System::PostMaster::Filter::Simple! Traceback (30596) Module: Kernel::System::PostMaster::Run (v1.40.2.1) Line: 131 Module: main::FetchMail (v1.11) Line:: 169 Module: bin/PostMasterPOP3.pl (v1.11) Line: 106 Any advice would be appreciated, Tyler Hepworth

2 1

e-mail reporting off open tickets
by Jorick Astrego 28 May '04

28 May '04

Hi all, Is there a way to have weekly reports sent by e-mail that list all open tickets of a customer? 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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non-ticket email
by Ben Chabot 28 May '04

28 May '04

Hello, OTRS looks really good, and I think it will work for me. One small thing I don't understand... is when I run PostmasterPOP3.pl and get emails with no ticket ID, they sit in the queue, but I can't see them. How can I view/delete them? Thanks! ben

2 1

Case timer/aging
by unbekennt X 28 May '04

28 May '04

In the demo system the case aging continues after the case is closed and locked - so what stops the clock? I would like to see what the elapsed time was from open to present if it is open, but from open to closed if it is no longer open. Is this the wrong place to look or should I close in some way that stops the clock? Matthew _________________________________________________________________ Search the Net from any Web page - get MSN Toolbar! http://toolbar.msn.co.za?DI=1054&XAPID=2083

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Error on Crontab process.
by Luis Carlos Bethancourt 28 May '04

28 May '04

Hello, I keep on getting this errors: fileparse(): need a valid pathname at /usr/otrs//bin/PendingJobs.pl line 26 BEGIN failed--compilation aborted at /usr/otrs//bin/PendingJobs.pl line 26. this is the line the error is refering to... use lib dirname($RealBin); any ideas what it might be? Thanks in advance

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Ticket numbering does not switch
by Lohmeijer, Martijn 28 May '04

28 May '04

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. Met vriendelijke groet, Martijn Lohmeijer

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Free fields when replying to a ticket (AgentCompose)
by Matt Young 28 May '04

28 May '04

Hi Wanted to first of all say that OTRS is awesome software, I've been able to cut my email handle time by 35% after deploying this package. Because customers are really enjoying the fast response time we are starting to get more and more volume. I need to start reporting on email types, sources, etc. I've designed a few free fields which will give me the reporting I need. However the problem is that we can't set the free fields from the email reply screen. To do it the agents have to zoom in on the ticket, set the fields, then reply to it. I'm losing my handle time savings :( I get the fields to display on the PhoneView screen, and when Composing a brand new message, just not from AgentCompose. I've tried splicing in some of the code from AgentEmail (.dtl and .pm) into AgentCompose, but to no avail, I end up with 500 Internal Server errors. I tried adding the fields to the dtl file, but the corresponding free fields code isn't in the pm file? I've been scouring all the articles for a while and haven't been able to find an answer. Any help that anyone is able to give, or any code I can add would be very appreciated. Thanks! Matt ------------------------------------------------------------------------------ "This communication, including any attachments, is confidential. If you are not the intended recipient, you should not read it - please contact me immediately, destroy it, and do not copy or use any part of this communication or disclose anything about it. Thank you. Please note that this communication does not designate an information system for the purposes of the Electronic Transactions Act 2002." ------------------------------------------------------------------------------

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RE: [otrs] OTRS Doubts
by Tyler Hepworth 28 May '04

28 May '04

> -----Original Message----- > From: Thiago Lima [mailto:thiagolima@webforce.com.br] > Sent: Monday, May 17, 2004 1:47 PM > To: otrs(a)otrs.org > Subject: [otrs] OTRS Doubts > > > > Hi, I'm testing OTRS, to see if it fits in my HelpDesk. > So far, so good. Very nice piece of software. > > But (there's allways a but :)) I have 2 doubts : > > First : when I'm looking at a ticket, the option "Compose > Answer (email):" does not have a link. So I can't reply to > the requesting user. The queue that the ticket is in has to have a response associated with it or else there will be no link to compose answer. You can check this under Admin, Responses <-> Queue. Make sure that there is some response (even if it is "empty answer") associated with the Queue. Also there are some thread entries that will not display the link. One that come to mind is "Agent Note Internal". There might be others. But, anything thread that has the term "email" in it should show the link (as long as there is a response associated). > > Second : There's any way to see all tickets for a queue, > even the locked ones? Each queue has a supervisor that should > see all tickets for that queue, so he can se if his staff is > doing their job. I couldn't find anything like this in OTRS. Use the Utility page. Click on the queue you want to view tickets for and then click on "search". Hth, Tyler Hepworth

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RE: [otrs] mkStats.pl doesn't work
by Tyler Hepworth 27 May '04

27 May '04

>Has anyone experienced errors when they run the mkStats.pl script ? > > > Did you solve this? I am sure GD is installed but cannot run the script as below on SuSE 9.0 Ian >Here's the output > >support:/opt/otrs/bin # ./mkStats.pl >Can't locate GD/Graph.pm in @INC (@INC contains: >/opt/otrs/Kernel/cpan-lib /opt/otrs >/usr/lib/perl5/5.8.1/i586-linux-thread-multi /usr/lib/perl5/5.8.1 >/usr/lib/perl5/site_perl/5.8.1/i586-linux-thread-multi >/usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl >/usr/lib/perl5/vendor_perl/5.8.1/i586-linux-thread-multi >/usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl .) at >./mkStats.pl line 37. >BEGIN failed--compilation aborted at ./mkStats.pl line 37. GD may be installed, but is GD::Graph installed? Its a separate package. Look for Graph.pm in all of the @INC locations listed. If you cannot find it, then it is not installed. If there is a Graph.pm file, it must be inside of a GD folder which must be under one of the directory listings above. Tyler

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RE: [otrs] Session timeout
by Tyler Hepworth 27 May '04

27 May '04

Scott Moore wrote: > Hello! > > Where would I go to change the settings for OTRS' automatic session > timeout? > The tool auto-refreshes for a while, but eventually kicks out to the > login screen. I want to change that setting... > > Scott > > _______________________________________________ > 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/ Set the following option in Config.pm # SessionMaxTime # (Max valid time ofone session id in seconds (8h = 28800)) $Self->{SessionMaxTime} = 28800; Adjust the seconds value to the time that you desire. Hth, Tyler Hepworth

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Session timeout
by Scott Moore 27 May '04

27 May '04

Hello! Where would I go to change the settings for OTRS' automatic session timeout? The tool auto-refreshes for a while, but eventually kicks out to the login screen. I want to change that setting... Scott

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Help with custom Postmaster module
by Tyler Hepworth 27 May '04

27 May '04

I created a custom Postmaster module (Simple.pm) and tried to use it like this: Kernel/Config.pm [...] # Job Name: Custom Postmaster # (use custom postmaster module) $Self->{'PostMaster::PreFilterModule'}->{'Custom Postmaster'} = { Module => 'Kernel::System::PostMaster::Filter::Simple', }; [...] When the PostMasterPOP3.pl cron runs, I get the following message: Can't load module Kernel::System::PostMaster::Filter::Simple! Traceback (30596) Module: Kernel::System::PostMaster::Run (v1.40.2.1) Line: 131 Module: main::FetchMail (v1.11) Line:: 169 Module: bin/PostMasterPOP3.pl (v1.11) Line: 106 Any advice would be appreciated, Tyler Hepworth

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Cron daemon flooding me with messages
by Tyler Hepworth 27 May '04

27 May '04

I currently have 38,000 mail messages in my root mailbox. I have received them in less than a month's time. The majority come from the OTRS cron daemon. Can someone please tell me how to make this stop? Here are the contents of a mail message: >From tylerh@host X-Original-To: root@localhost Delivered-To: root@localhost From: root@host To: root@localhost Subject: Cron <tylerh@host> $HOME/bin/PostMasterPOP3.pl >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/home/tyler> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=tylerh> Date: Some date /bin/sh: line 1: /home/tylerh/bin/PostMasterPOP3.pl: No such file or directory I can see that the cron is looking for the *.pl files in my home directory (of course they are not there, they are in /opt/otrs/bin), but why is it looking there and how do I make it stop? As root, I just issue the command: #>rcotrs restart and that starts my cron for me. I thought it also set the cron to run as the correct user. What am I missing here? Thanks, Tyler Hepworth

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Locking to agent
by Patrik Forsberg 27 May '04

27 May '04

Hi, I would like to add a rule in example procmail to add a header that OTRS picks up and lock the specific case to a specific agent.. for example.. Incoming mail with "Subject: Att. John" then I'd like to add a header to the mail that OTRS then sees and lock the specific incoming mail to the Agent "John".. is this possible or can it be done in some other way.. like GA ? Regards, Patrik

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mercury alias-file not being executed
by Daniel Tippmann 27 May '04

27 May '04

I'm using OTRS 1.2.3 on W2K with the default configuration from the installer. Now mercury-mail will not forward any incoming mails to otrs, in fact, any alias-file: will not be executed at all. This is probably not a OTRS but a mercury problem, but maybe anyway someone has some experience with this. any suggestions welcome. 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

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Making categories of tickets
by Lohmeijer, Martijn 27 May '04

27 May '04

Hello, For our soon-to-be switch to OTRS I am currently in the process of testing and configuring the system to our needs. In this process I ran across the following and want to know others have similar experience or other solutions: Because we want to use the ticket system to administer tickets for hardware as well as software and network support and support on our business applications (if I take our inter/intranetsites as whole entities it's more than 10 but on the sites there are a lot of different applications so if I want to split that up I get > 40 apps.) we want to be able to differentiate the calls to specific categories. Our current callsystem has a category/subcategory that is required to select when entering a ticket. An example is the category 'hardware' which has subcategories like 'laptop', 'printer', 'monitor', etc. On the "application support" side I want to be able to see how much tickets are related to a single application for management purposes, personnel planning etc. The challenge is this: because we have a limited amount of staff handling all the tickets the message queues are organized around the different support levels (helpdesk, systems, telecoms etc.) so I can't use different queues for different applications (40 queues would be pretty much not workable anyway). This led me to the "Freetext" fields. After configuring a sample freetext field I noticed that the freetext fields in general remain flat text fields and that working with drop down boxes is not enforced through the UI. An agent or customer can simply leave them blank or edit them any way he/she likes. Am I overlooking something ? How have you handled this situation and / or what do you do to differentiate calls for different applications ? I am very interested. Thanks in advance, Martijn Lohmeijer

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Mail response from: header domain based on incoming from: domain?
by Douglas Gee 27 May '04

27 May '04

Let me apologize first if this question has already been asked, but I have not discovered it: Is it possible to set mail responses "from:" headers to be the same as that of the incoming from: domain? Our support department handles support for hundreds of domain.com addresses. It would be ideal if we could tailor each OTRS support request that comes in as, say, "support(a)domain12.com" to be answered as csrXX(a)domain12.com in the response header. How would I do this? Thanks in advance.

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RE: [otrs] Re: How can an agent behave like a customer?
by Tyler Hepworth 27 May '04

27 May '04

Andrej Bazovkin wrote: > Hello! > > On Wednesday 26 May 2004 16:39, Teodor Georgiev wrote: > >> Login as agent and see on the "Phone View" (or whatever it is) menu. >> By using it, your agent can generate tickets on customer's behalf as >> he has received a call from them :))) > > The problem is in that fact, that there are some agents that act as > customers to other agents. So they need to generate tickets not on > customer's behalf, but on behalf of themselves, and this is > impossible via this way. When I want to place a ticket from myself as the customer, I just create the ticket in phone view and put that is from myself (my email address). My email then receives notifications and everything else just as if I were a customer. If I log into the customer self-service page, all my tickets show up just as if I were a customer. Tyler

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sequential ticket numbers?
by unbekennt X 27 May '04

27 May '04

is there a really really simple way to have sequential ticket numbers rather than random? Matthew _________________________________________________________________ Get your FREE e-toolkit from MSN - download today! http://toolbar.msn.co.za?DI=1054&XAPID=2083

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mkStats.pl doesn't work
by P'kale Robinson 27 May '04

27 May '04

Has anyone experienced errors when they run the mkStats.pl script ? Here's the output support:/opt/otrs/bin # ./mkStats.pl Can't locate GD/Graph.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.1/i586-linux-thread-multi /usr/lib/perl5/5.8.1 /usr/lib/perl5/site_perl/5.8.1/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.1/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl .) at ./mkStats.pl line 37. BEGIN failed--compilation aborted at ./mkStats.pl line 37. P'kale Robinson MIS Director Southwest Hospital and Medical Center http://www.swhosp.org

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Re: How can an agent behave like a customer?
by Andrej Bazovkin 27 May '04

27 May '04

Hello! On Wednesday 26 May 2004 16:39, Teodor Georgiev wrote: > Login as agent and see on the "Phone View" (or whatever it is) menu. > By using it, your agent can generate tickets on customer's behalf as he has > received a call from them :))) The problem is in that fact, that there are some agents that act as customers to other agents. So they need to generate tickets not on customer's behalf, but on behalf of themselves, and this is impossible via this way. With respect, Andrej Bazovkin

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RE: [otrs] url send in messages to customers
by unbekennt X 26 May '04

26 May '04

Much obliged Tyler! >From: Tyler Hepworth <TylerH(a)natr.com> >Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Subject: RE: [otrs] url send in messages to customers >Date: Wed, 26 May 2004 12:56:37 -0600 > >unbekennt X wrote: > > In many messages that are sent to customer users there is an url that > > links to the case. e.g move, opens, ownership changes, etc. > > > > I would like to remove this since I am not ready to deploy the web > > interface to the world on the other side of the firewall. > > > > I can see where the agent messages are configured, but I can find no > > place to configure/modify the equivalent messages sent to customers. > > > > >Load each of your queues and make sure that 'customer move notify', >'customer state notify', and 'customer owner notify' are set to no. Got to >'auto response <-> queue' and make sure there are no auto-responses >associated with the queues. Those are the only two places that set up >notifications. > >hth, > >Tyler >_______________________________________________ >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/ _________________________________________________________________ Get MSN Hotmail Extra Storage - storage that grows with your needs! http://join.msn.com/?pgmarket=en-xe

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RE: [otrs] url send in messages to customers
by Tyler Hepworth 26 May '04

26 May '04

unbekennt X wrote: > In many messages that are sent to customer users there is an url that > links to the case. e.g move, opens, ownership changes, etc. > > I would like to remove this since I am not ready to deploy the web > interface to the world on the other side of the firewall. > > I can see where the agent messages are configured, but I can find no > place to configure/modify the equivalent messages sent to customers. > Load each of your queues and make sure that 'customer move notify', 'customer state notify', and 'customer owner notify' are set to no. Got to 'auto response <-> queue' and make sure there are no auto-responses associated with the queues. Those are the only two places that set up notifications. hth, Tyler

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url send in messages to customers
by unbekennt X 26 May '04

26 May '04

In many messages that are sent to customer users there is an url that links to the case. e.g move, opens, ownership changes, etc. I would like to remove this since I am not ready to deploy the web interface to the world on the other side of the firewall. I can see where the agent messages are configured, but I can find no place to configure/modify the equivalent messages sent to customers. Where do I go to change these? Matthew _________________________________________________________________ Block pop-up ads in a jiffy - get MSN Toolbar! http://toolbar.msn.co.za?DI=1054&XAPID=2083

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RE: [otrs] backups
by Tyler Hepworth 26 May '04

26 May '04

unbekennt X wrote: > What should I ask the IT people to do backups of so that if I lose > the server harddrive I can get back my tickets, settings, and FAQ, > etc. ? > Look in /opt/otrs/bin. There is a script called Backup.sh. It will backup up the entire database and your Config.pm file. That is all you need to backup in order to restore your system. Schedule the script to run via cron and then export the output to another system where it can be safely kept. If you make changes to any .pm files or .dtl files then I would suggest setting up a cvs repository and keeping your code there. As long as your repository is backed up, you will always have access to any local revisions that you make. Hth, Tyler Hepworth

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backups
by unbekennt X 26 May '04

26 May '04

What should I ask the IT people to do backups of so that if I lose the server harddrive I can get back my tickets, settings, and FAQ, etc. ? Regards Matthew _________________________________________________________________ Get fast inbox relief with Hotmail Extra Storage! http://join.msn.com/?pgmarket=en-xe

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RE: Spam: [otrs] FW: [Ticket#: 100079] Moved ticket in "intellect " queue!(FW: [Ticket#: 1000 [...])
by Tyler Hepworth 26 May '04

26 May '04

-----Original Message----- From: Doug Hall [mailto:dhall@intellecthr.com] Sent: Wednesday, May 26, 2004 9:56 AM To: User questions and discussions about OTRS. Subject: Spam: [otrs] FW: [Ticket#: 100079] Moved ticket in "intellect" queue!(FW: [Ticket#: 1000 [...]) How come I'm still getting these notifications, although ALL my queues has notify turned off.?? -----Original Message----- From: Intellect IT Support [mailto:ITSupport@xxxxxxxxxxx] Sent: 26 May 2004 16:55 To: Doug Hall Subject: [Ticket#: 100079] Moved ticket in "intellect" queue! (FW: [Ticket#: 1000 [...]) Hi, "Doug Hall" moved a ticket [100079] into "intellect". http://xxxxxxxxxxxxxxxxxx:81/otrs/index.pl?Action=AgentZoom&TicketID=80 Intellect IT Support System Since the notification url has 'index.pl' in it, this indicates to me that this message was sent to you in the role of an Agent. Queue notifications only control messages sent to customers. If you do not want to get notifications as an agent, then you can control this in your "preferences". Click on prefs and set "send me a notification if a ticket is moved into a custom queue" to no. Hth, Tyler

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How can an agent behave like a customer?
by Andrej Bazovkin 26 May '04

26 May '04

Hello! I'm using OTRS 1.2.3. In Config.pm option $Self->{AgentCanBeCustomer} = 1; is present. What is the way for an agent to act as customer and create his own tickets? I don't see any possibility to do this in agent's interface... With respect, Andrej Bazovkin

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RE: [otrs] System Log
by Doug Hall 26 May '04

26 May '04

Sorry. Again, I'm an idiot! :-) ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Doug Hall Sent: 26 May 2004 13:31 To: User questions and discussions about OTRS. Subject: [otrs] System Log The system log in the admin panel is completely empty. (Windows SBS 2003, apache) Intellect Business Consultants Ltd. 44 Lattimore Road St Albans Hertfordshire AL1 3XW Tel: 01727 848393 Fax: 01727 846811 Helpdesk: 01727 848576 Email: dhall(a)intellecthr.com Web: www.intellecthr.com <file:///\\www.intellecthr.com\> Official sponsors of the 2004 Personnel Today award for "Innovation in Career Development".

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System Log
by Doug Hall 26 May '04

26 May '04

The system log in the admin panel is completely empty. (Windows SBS 2003, apache) Intellect Business Consultants Ltd. 44 Lattimore Road St Albans Hertfordshire AL1 3XW Tel: 01727 848393 Fax: 01727 846811 Helpdesk: 01727 848576 Email: dhall(a)intellecthr.com Web: www.intellecthr.com <file:///\\www.intellecthr.com\> Official sponsors of the 2004 Personnel Today award for "Innovation in Career Development".

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Re: [otrs] some propositions to make things better :)
by Andrej Bazovkin 26 May '04

26 May '04

Hello! On Tuesday 25 May 2004 18:11, Teodor Georgiev wrote: >>1) it'll be better to have a possibility to store contact phone numbers for >>every customer user >Use the FreeText fields for such a thing: Office Phone, Personal Phone, Fax, >Mobile Phone :))) These FreeText fields are fields of the ticket, not of the customer information! So every time you get a ticket from the same customer, you (or this customer) need to fill this fields again. With respect, Andrej Bazovkin

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My head is sore!
by Ian J Maude 25 May '04

25 May '04

Thats what comes of bashing it against the wall :-) I had everything running nicely and then decided to do a CVS. I am quite used to CVS and so it should not have been a problem. Anyhow, I removed everything and started again. Now I have an error when trying to get the database initialised. Every time I try it says access for user root@localhost denied. I am not running X as root of course. Should I be running as otrs or something? Ian

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RE: [otrs] Attachment wrongly labelled
by Covert, Jake 25 May '04

25 May '04

When I switched over to the filesystem, all of my attachments were corrupt. They all appeared to be encoded wrong or something. I ended up having to switch back to the db for things to work again. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* Daniel Seifert wrote: > Am Mi, den 28.04.2004 schrieb Daniel Seifert um 15:07: >> Am Mi, den 28.04.2004 schrieb Covert, Jake um 12:24: >> >> Hi, >> >>> Are you attachments being stored in the db or the filesystem? >> >> In the (mysql) database. > > So would this problem go away if I switch over to store the > attachments in the filesystem?

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RE: [otrs] Cron daemon flooding me with messages
by Tyler Hepworth 25 May '04

25 May '04

As root, I just issue the command: #>rcotrs restart and that starts my cron for me. I thought it also set the cron to run as the correct user - no? Tyler -----Original Message----- From: Markus Ruecker [mailto:mr@otrs.de] Sent: Tuesday, May 25, 2004 3:09 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Cron daemon flooding me with messages Hi Tyler, It seems, that you start the cron jobs with the wrong user. The cron jobs have to start from the otrs user, else they won't find the their right homedirs! Markus Ruecker -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! > > > I currently have 38,000 mail messages in my root mailbox. I > have received them in less than a month's time. The majority > come from the OTRS cron daemon. Can someone please tell me > how to make this stop? > > Here are the contents of a mail message: > > >From tylerh@host > X-Original-To: root@localhost > Delivered-To: root@localhost > From: root@host > To: root@localhost > Subject: Cron <tylerh@host> $HOME/bin/PostMasterPOP3.pl >> /dev/null > X-Cron-Env: <MAILTO=root@localhost> > X-Cron-Env: <SHELL=/bin/sh> > X-Cron-Env: <HOME=/home/tyler> > X-Cron-Env: <PATH=/usr/bin:/bin> > X-Cron-Env: <LOGNAME=tylerh> > Date: Some date > > /bin/sh: line 1: /home/tylerh/bin/PostMasterPOP3.pl: No such > file or directory > > > > I can see that the cron is looking for the *.pl files in my > home directory (of course they are not there, they are in > /opt/otrs/bin), but why is it looking there and how do I make it stop? > > > Thanks, > > Tyler Hepworth > > _______________________________________________ > 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] Customising OTRS
by Varsani, Rajendrakumar (PSD) 25 May '04

25 May '04

Thank you so much for your help I shall try those things out 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.

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Customising OTRS
by Varsani, Rajendrakumar (PSD) 25 May '04

25 May '04

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? 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! Thanks in advance Rajendrakumar.varsani(a)psd.defa.gsi.gov.uk Rajendrakumar Premji Varsani

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Cron daemon flooding me with messages
by Tyler Hepworth 25 May '04

25 May '04

I currently have 38,000 mail messages in my root mailbox. I have received them in less than a month's time. The majority come from the OTRS cron daemon. Can someone please tell me how to make this stop? Here are the contents of a mail message: >From tylerh@host X-Original-To: root@localhost Delivered-To: root@localhost From: root@host To: root@localhost Subject: Cron <tylerh@host> $HOME/bin/PostMasterPOP3.pl >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/home/tyler> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=tylerh> Date: Some date /bin/sh: line 1: /home/tylerh/bin/PostMasterPOP3.pl: No such file or directory I can see that the cron is looking for the *.pl files in my home directory (of course they are not there, they are in /opt/otrs/bin), but why is it looking there and how do I make it stop? Thanks, Tyler Hepworth

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Re: [otrs] Greetings
by Scott Millard 24 May '04

24 May '04

Ian, under the admin area, misc section (far right) goto "Session Management". That should show you how many, you'll have to scroll through the information there to determine who. >>> ijm(a)gb7mbc.net 5/24/2004 9:34:32 AM >>> Hi all, Just joined the group and setting up otrs for testing. I cannot find what I want in the docs (it's probably there of course ;-)) As the admin user, can I see which agents are logged in easily? Ian _______________________________________________ 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 4

Greetings
by Ian J Maude 24 May '04

24 May '04

Hi all, Just joined the group and setting up otrs for testing. I cannot find what I want in the docs (it's probably there of course ;-)) As the admin user, can I see which agents are logged in easily? Ian

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forbid cc: or multiple to:
by Sebastien Guilbaud 21 May '04

21 May '04

our customers do not seem to understand there is no need to cc: other people in tickets, it opens unnecessary tickets if one of them answers, and some of them use our otrs system to talk to each other. I tried to warn them not to proceed like this, now I'm fed up with this behaviour, I would like to bounce "invalid" tickets with a standard message "do not cc: anyone, and the to: field must contain only *one* adress" Any ideas how to implement this ?? have a nice day ! -- Sébastien

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RE: [otrs] Windows 2000 Manual installation
by Tyler Hepworth 20 May '04

20 May '04

> Many thanks for your help. > > What about the SMTP part? I do also have an SMTP server > running on that > box ... Will this interfere with the Mercury agent or viceversa? > You can choose not to install Mercury. You can use your existing SMTP server instead. Do you need Mercury to receive mail for you though? Or do you have a mail server already in place? If you already have both incoming and outgoing mail available to you, then you do not need to use Mercury at all. I have my setup both sending and receiving from a remote exchange server. There are no mail services on my local machine. Tyler

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RE: [otrs] Windows 2000 Manual installation
by Tyler Hepworth 20 May '04

20 May '04

> Hello, > > I cannot use the Windows installer because I've already an > Apache server > and MySQL running on the same box where I need to install OTRS. Sure you can. The installer lets you choose which components to install or not install. Run the installer but leave out the mysql piece. Install everything else. The apache piece wont' hurt anything because it is not started by default. Nothing else should interfere either because the Windows installer places everything inside of a main directory "otrs". Your tree structure will look something like this: Otrs # root directory apache mercury mail filezilla .... otrs # this is the main otrs directory .... .... Once it is all installed you can then go into the apache httpd.conf, specify a different port to run under, and then fire it up. Windows will run two different apache servers just fine. When you look at Apache Monitor it will show two instances going. If you don't want to go this way, then just copy the relevant sections of httpd.conf into your existing apache config and then you can delete the apache folder in the OTRS installation. Once you are all set with the webserver, run the installer.pl and point your script to your existing database. You should be all set. This how I setup OTRS even though I had an already existing apache/mysql installation. Hth, Tyler Hepworth

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Windows 2000 Manual installation
by Franco Stellin 20 May '04

20 May '04

Hello, I cannot use the Windows installer because I've already an Apache server and MySQL running on the same box where I need to install OTRS. Unfortunately the manual Windows installation instructions I found in the documentation section of the OTS web site didn't help me too much .. :( since it seems to me they are somwhat incomplete... Are there more detailed information elsewhere to perform such installation (manual OTRS Windows installation)? Anyone that can share his experience on this issue? Many thanks in advance --Franco

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RE: [otrs] Delete or Block one ticket
by Tyler Hepworth 19 May '04

19 May '04

> -----Original Message----- > From: Luis Carlos Bethancourt [mailto:lcba813@gmail.com] > Sent: Wednesday, May 19, 2004 3:55 PM > To: otrs(a)otrs.org > Subject: [otrs] Delete or Block one ticket > > > Hello, > > I hope I'm not the only one having this problem, > > Is there a way to delete a ticket completely from the > database, I mean... we are getting some spam and we would > like to delete all the spam entries. I thougth of creating a > Spam Queue, but I think it would be better to completely > erase thos tickets. > > Any idea? Yes, Read Chapter 14 - Generic Agent Specifically read this: http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1040 It will tell you how to setup a queue that will delete any tickets placed in it. Hth, Tyler Hepworth

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Delete or Block one ticket
by Luis Carlos Bethancourt 19 May '04

19 May '04

Hello, I hope I'm not the only one having this problem, Is there a way to delete a ticket completely from the database, I mean... we are getting some spam and we would like to delete all the spam entries. I thougth of creating a Spam Queue, but I think it would be better to completely erase thos tickets. Any idea? Thanks in advance LCB

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RE: [otrs] New ticket notification
by Tyler Hepworth 19 May '04

19 May '04

Next question. New ticket being created how? Auto-responses only go out to new tickets being created via email. Also check that your auto-response is associated with the proper queue. It has to be associated with the queue that receives the initial ticket from the system. Once a ticket has been created, moving it around to different queues (even if it has state new) will not trigger additional auto-responses. Not sure what else to say. It should work just fine according to your description of how you set it up. Tyler -----Original Message----- From: Nic Laschinger [mailto:nicl@newingtoncs.co.za] Sent: Wednesday, May 19, 2004 1:16 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] New ticket notification Hi all, Sorry I should have been more specific. The auto-responses that go out to the user. I have checked the auto-responses, and auto-responses <-> queue, there is a response called default reply which is associated with the queue and is set to auto-reply. The agent notifications work great, and user notifications of state changes (the only one I set on) works too. Cheers Nic _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tyler Hepworth Sent: Tuesday, May 18, 2004 5:56 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] New ticket notification Which notification are you talking about? Auto-reply to customer that sends in an email? Notification to agents of new tickets in the queue? If it is auto-reply to the customer, you have to make sure that you have created an auto-response and associated it with the proper queue. If you are talking about agents, the agents has to have the queue selected as part of their custome queue and the agent has to choose to have new ticket notifications sent. hth, Tyler Hepworth -----Original Message----- From: Nic Laschinger [mailto:nicl@newingtoncs.co.za] Sent: Tuesday, May 18, 2004 7:54 AM To: otrs(a)otrs.org Subject: [otrs] New ticket notification Hi, Though I have state change notifications going out via email, when a new ticket is created a notification is not being sent out. I am running a completely standard install on a SuSE 9.0 box, and all other mail comes and goes happily. What have I missed? Cheers Nic

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version 1.3?
by Mercator GmbH 19 May '04

19 May '04

I am following the mailinglist, but today I saw messages about version 1.3 ... Is this out?? I cannot see anything on your website. I am running 1.2.3. Is this an old version now? Thanks. Marc

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RE: [otrs] New ticket notification
by Tyler Hepworth 19 May '04

19 May '04

Which notification are you talking about? Auto-reply to customer that sends in an email? Notification to agents of new tickets in the queue? If it is auto-reply to the customer, you have to make sure that you have created an auto-response and associated it with the proper queue. If you are talking about agents, the agents has to have the queue selected as part of their custome queue and the agent has to choose to have new ticket notifications sent. hth, Tyler Hepworth -----Original Message----- From: Nic Laschinger [mailto:nicl@newingtoncs.co.za] Sent: Tuesday, May 18, 2004 7:54 AM To: otrs(a)otrs.org Subject: [otrs] New ticket notification Hi, Though I have state change notifications going out via email, when a new ticket is created a notification is not being sent out. I am running a completely standard install on a SuSE 9.0 box, and all other mail comes and goes happily. What have I missed? Cheers Nic

2 1

Help with SSL
by Tyler Hepworth 19 May '04

19 May '04

Can someone point me in the right direction to run OTRS through SSL? I just need a reference to a tutorial or some hints to get me started. Any help is appreciated, Tyler Hepworth

2 1

Any issues with Apache httpd 2.0.49
by Charles Gagnon 18 May '04

18 May '04

Are there any issues using OTRS with httpd 2.0.49 and the latest mod_perl. I have been running into various issues and malfunctions. The latest one is trouble logging in with this error in the logs: [Wed May 12 15:14:13 2004][Error][Kernel::System::AuthSession::IPC::_WriteSHM][71] Can't write session data. Max. size (180224 Bytes) of SessionData reached! Drop old sessions! Any ideas? -- Charles Gagnon | My views are my views and they http://unixrealm.com | do not represent those of anybody charlesg at unixrealm.com | but me. 640K ought to be enough for anybody. -- Bill Gates, 1981

3 2

Enhanced Stats
by Matt Larose 18 May '04

18 May '04

Hello otrs list, Just wondering if anyone had any information on advanced stats taking for the OTRS system, basically I'm looking for stats based on a per queue / per agent basis. Any help greatly appreciated, Matt

2 1

New ticket notification
by Nic Laschinger 18 May '04

18 May '04

Hi, Though I have state change notifications going out via email, when a new ticket is created a notification is not being sent out. I am running a completely standard install on a SuSE 9.0 box, and all other mail comes and goes happily. What have I missed? Cheers Nic

1 0

OTRS Doubts
by Thiago Lima 17 May '04

17 May '04

Hi, I'm testing OTRS, to see if it fits in my HelpDesk. So far, so good. Very nice piece of software. But (there's allways a but :)) I have 2 doubts : First : when I'm looking at a ticket, the option "Compose Answer (email):" does not have a link. So I can't reply to the requesting user. Second : There's any way to see all tickets for a queue, even the locked ones? Each queue has a supervisor that should see all tickets for that queue, so he can se if his staff is doing their job. I couldn't find anything like this in OTRS. Thanks a lot and regards Thiago lima.

1 0

RE: [otrs] Webserver - Other than Apache!
by Tyler Hepworth 14 May '04

14 May '04

I actually stared my OTRS life on the IIS / MSSQL path. It worked okay in testing, but was not used heavily because there are several problems with data type conversions from MySQl TO MSSQL. I dropped the project because MSSQL currently does not have the data types available to handle some of the design features in OTRS. So, yes, it works on IIS. Coupled with MySQL, it might work fine. But, then again, who knows how it will work under production load? It certainly doesn't have the benefit of mod_perl - only fastcgi. Tyler Hepworth > -----Original Message----- > From: Doug Hall [mailto:dhall@intellecthr.com] > Sent: Friday, May 14, 2004 9:11 AM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] Webserver - Other than Apache! > > > Har Har! I know I know!! Can''t be helped though!! :-) > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Covert, Jake > Sent: 14 May 2004 13:49 > To: User questions and discussions about OTRS. > Subject: RE: [otrs] Webserver - Other than Apache! > > <struggle> Mmmmuuusttt not make disparaging remarks about > IIS..!!! Argg....</struggle> > > Robert Kehl wrote: > > On Thursday, May 13, 2004 2:34 PM > > Doug Hall <dhall(a)intellecthr.com> wrote: > >> Simple Yes or no.. Can this be run on IIS??? If so, is there any > >> documentation yet? > > > > No, sorry. I heard of noone who has successfully completed > that task. > > > > Robert Kehl > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

1 0

RE: [otrs] Webserver - Other than Apache!
by Doug Hall 14 May '04

14 May '04

Har Har! I know I know!! Can''t be helped though!! :-) -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Covert, Jake Sent: 14 May 2004 13:49 To: User questions and discussions about OTRS. Subject: RE: [otrs] Webserver - Other than Apache! <struggle> Mmmmuuusttt not make disparaging remarks about IIS..!!! Argg....</struggle> Robert Kehl wrote: > On Thursday, May 13, 2004 2:34 PM > Doug Hall <dhall(a)intellecthr.com> wrote: >> Simple Yes or no.. Can this be run on IIS??? If so, is there any >> documentation yet? > > No, sorry. I heard of noone who has successfully completed that task. > > Robert Kehl _______________________________________________ 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

Webserver - Other than Apache!
by Doug Hall 14 May '04

14 May '04

Simple Yes or no.. Can this be run on IIS??? If so, is there any documentation yet?

2 1

Recommended patch to SMTP.pm
by Mihai Maties 14 May '04

14 May '04

Hi, Regarding the issue described in http://lists.otrs.org/pipermail/otrs/2003-October/002990.html I see that OTRS still does not include the "Date:" header by itself. This causes problems if the tickets pass only through qmail servers because qmail expects the MUA to add the header (so actually the messages arrive "Date:-less"). I thought this piece of code was submited to CVS but I see now that still after 7 months since my initial posting OTRS behaves the same. Anyway the following patch (applied to OTRS >= 1.1.1, cvs head included) should fix the problem: --- SMTP.pm.orig 2004-05-14 10:11:01.000000000 +0300 +++ SMTP.pm 2004-05-14 10:27:01.000000000 +0300 @@ -15,6 +15,7 @@ use MIME::Words qw(:all); use Mail::Address; use Net::SMTP; +use POSIX; use vars qw($VERSION); $VERSION = '$Revision: 1.6 $'; @@ -81,6 +82,7 @@ $Param{Header} .= "Message-ID: <".time().".".rand(999999)."\@$Self->{FQDN}>\n"; $Param{Header} .= "Content-Type: $Param{ContentType}\n" if ($Param{ContentType}); } + $Param{Header} .= "Date: ".strftime("%a, %e %b %Y %H:%M:%S %z", localtime(time))."\n"; my @To = (); my $ToString = (); foreach (qw(To Cc Bcc)) { Best regards, Mihai Maties

1 0

RE: [otrs] X-OTRS used to ignore AND send a rejection message?
by Tyler Hepworth 13 May '04

13 May '04

> -----Original Message----- > From: Martin Edenhofer [mailto:me@otrs.de] > Sent: Thursday, May 13, 2004 1:30 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] X-OTRS used to ignore AND send a > rejection message? > > > Hi Tyler, > > On Wed, May 12, 2004 at 05:17:54PM -0600, Tyler Hepworth wrote: > > If I use X-OTRS to ignore a message is it also possible to send a > > notice back to the sender informing them of the rejection? > > No. In this case you need to write a new PostMaster filter > module to do this. > (http://doc.otrs.org/cvs/en/html/dev-custom-modules-postmaster.html) Okay, I adapted Simple.pm to suit my own needs. Now, how do I call it so it is run every time mail is received?

1 0

RE: [otrs] cannot send e-mail
by Lohmeijer, Martijn 13 May '04

13 May '04

If you have a current e-mail address it's best to disable the localhost address completely. I found that I needed to update the queues (in Admin) to write the correct address to the table even if there is only one active address (and on screen everything defaults to that address). It makes sense to have to do that but you might be confused because of the way the screen behaves. Kind regards, Martijn Lohmeijer -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Namens Mercator GmbH Verzonden: woensdag 12 mei 2004 19:38 Aan: otrs(a)otrs.org Onderwerp: [otrs] cannot send e-mail Sometimes I get this error: * invalid otrs@localhost (fqdn)! when sending e-mails. I don´t know when and why this happens. I think it happens if I am not the owner.. or what?? I don't remember.. I HAVE locked this.. hmm... anyway, what is the reason? Thanks, Marc _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

1 0

RE: [otrs] Help with X-OTRS
by Tyler Hepworth 12 May '04

12 May '04

> -----Original Message----- > From: Tyler Hepworth > Sent: Wednesday, May 12, 2004 2:51 PM > To: 'otrs(a)otrs.org' > Subject: [otrs] Help with X-OTRS > > > I have a few users that like to shout at the world and do so > by sending a 'CC' to multiple people including my helpdesk > address (even thought the message is not for the helpdesk). > I would like to setup an X-OTRS filter that ignores mail if > it comes to the helpdesk via 'CC'. > > I have tried: > > [...] > Match => { > CC => 'email(a)example.com', #place my actual helpdesk > address here }, Set => { > 'X-OTRS-Ignore' => 'yes', > } > [...] > Nevermind, 'CC' has to be 'Cc' and now it works. Darn case sensitivity! :-) Tyler

1 0

Help with X-OTRS
by Tyler Hepworth 12 May '04

12 May '04

I have a few users that like to shout at the world and do so by sending a 'CC' to multiple people including my helpdesk address (even thought the message is not for the helpdesk). I would like to setup an X-OTRS filter that ignores mail if it comes to the helpdesk via 'CC'. I have tried: [...] Match => { CC => 'email(a)example.com', #place my actual helpdesk address here }, Set => { 'X-OTRS-Ignore' => 'yes', } [...] But the email still comes through. Have I not set this up properly? Or is it not possible to do this?

1 0

cannot send e-mail
by Mercator GmbH 12 May '04

12 May '04

Sometimes I get this error: * invalid otrs@localhost (fqdn)! when sending e-mails. I don´t know when and why this happens. I think it happens if I am not the owner.. or what?? I dont remember.. I HAVE locked this.. hmm... anyway, what is the reason? Thanks, Marc

2 1

German version of Macosxhints
by Covert, Jake 12 May '04

12 May '04

This is a bit off topic, but oh well... Not sure how many on this discussion list are german AND Mac OS X fans out there, but there is now a german version of the Macosxhints website (http://www.macosxhints.ch/) I basically learned unix off of this site, and the hints can really come in handy. Sorry to bother those to whom this doesn't apply. :-) ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

1 0

OTRS 1.3 and bulkaction
by Daniel Balan 12 May '04

12 May '04

Hello Guys, I just installed OTRS 1.3xCVS and I have a few questions about BulkAction utility (I think it is great) - Is it possible to "disable" that message: "ticket selected for BulkAction" ? We are working with a large amount of tickets and we need to click once again in order to close it and to go on. - After Click on BulkAction I can not set the "Next ticket state:", it is empty. Why ? - Is it possible to get an option in order to set "Bulk tickets are locked": Yes/No, because wright now they are locked by default. Regards, Daniel

2 2

CustomerUser info from external LDAP server
by Andrew Ferris 12 May '04

12 May '04

We are running OTRS 1.2.3 on SUSE 9 Professional. We are trying to get OTRS to obtain CustomerUser data from our NetWare 6.5 LDAP server. We can use the ldapsearch command from the console on the OTRS machine to pull down information from our users OU via an anonymous read: ldapsearch -h 192.168.3.179 -b "ou=users,o=MRL" -x "(objectclass=*)" It returns # search result search: 2 result: 0 success # numResponses: 330 # numEntries: 329 Net::LDAP is installed. Here is the CustomerUser section of our Config.pm: $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Name => 'LDAP Source', Params => { # ldap host Host => '192.168.3.179', # ldap base dn BaseDN => 'ou=users,o=MRL', # search scope (one|sub) SSCOPE => 'sub', AlwaysFilter => '', # Net::LDAP }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; When we go to the OTRS index web page we are seeing this error: Software error: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs/bin/cgi-bin/../../Kernel/System/CustomerUser.pm line 42. My sense is that are we are close to having it correctly configured but not quite there. What should we be doing differently? Andrew Ferris Network Support Analyst MRL/iCAPTURE Centre/ASL

3 7

OTRS 1.3xCVS and Move Button
by Daniel Balan 12 May '04

12 May '04

Hello again, Another issue : after installing v1.3 I need to set the new queue and the click "Move" button. While using v1.2 (or 1.2) the ticket was moved in the new queue even if I didn't click on "Move". Is there a way to get back this utility? Thankx in advance. Daniel

2 2

OTRS v1.3 and /var/article
by Daniel Balan 12 May '04

12 May '04

After installing v1.3 and running the PostMasterPOP3.pl I get the following: (running ls -l in /var/article/2004/05/12) drwxrwsr-x 2 otrs-user web-user 120 May 12 12:06 261972 drwxrwsr-x 2 otrs-user web-user 104 May 12 12:06 261973 drwxrwsr-x 2 otrs-user web-user 104 May 12 12:06 261974 drwxrwsr-x 2 web-user web-user 112 May 12 13:56 262051 drwxrwsr-x 2 web-user web-user 80 May 12 14:05 262052 drwxrwsr-x 2 web-user web-user 80 May 12 14:07 262053 drwxrwsr-x 2 otrs-user web-user 104 May 12 14:10 262055 drwxrwsr-x 2 otrs-user web-user 120 May 12 14:10 262056 drwxrwsr-x 2 otrs-user web-user 112 May 12 14:10 262057 drwxrwsr-x 2 otrs-user web-user 104 May 12 14:10 262058 drwxrwsr-x 2 otrs-user web-user 136 May 12 14:10 262059 I think it is wrong, all of them must be like: drwxrwsr-x 2 otrs-user web-user Do you have any idea? Regards, Daniel

3 2

RE: [otrs] Script wont "die"
by Tyler Hepworth 12 May '04

12 May '04

> -----Original Message----- > From: Robert Kehl [mailto:robert.kehl@otrs.de] > Sent: Wednesday, May 12, 2004 12:16 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Script wont "die" > > > On Wednesday, May 12, 2004 2:04 AM > Tyler Hepworth <TylerH(a)natr.com> wrote: > > I am making some modifications and need to get some > debugging messages > > from it. I have found it easiest to just place "die" statements in > > the scripts and print the results to my web browser, but now that I > > have switched to linux, the scripts will no longer "die". > Is there a > > way to enable this functionality? Or is there a better method > > available for debugging? > > Depends. 'die' should work in most cases, but isn't that nice. > > Have a look into the various pieces of code of the OTRS > system - you'll get an idea on how we manage Debugging. In > general, you may set a Config.pm parameter therefore: > $Self->{Debug}. Set it to 1 or 9 - some modules spit out more > info, when this is set to a higher value. In most case, a > value of 1 were enough. > > Google knows a bunch about "Perl Debugging", for example this > article: http://www.linuxjournal.com/article.php?sid=2484 > I had read through the mailing list and tried setting the builtin debug option in Config.pm as well. Nothing was working. (Yes I restarted apache after every change). Then, instead of doing "/etc/init.d/apache-perl restart" (using debian), I did "/etc/init.d/apache-perl stop" "/etc/init.d/apache-perl start". After that it worked. Appears that my webserver is picky and does not like the command "restart". Bah, stupid computers. :D Tyler

1 0

to add to documentation ? -- read from IMAPS with fetchmail and procmail
by Yann RICHARD 12 May '04

12 May '04

Hi this is an exemple of config to permit OTRS to read mail from an IMAPS server with fetchmail and procmail: # .fetchmailrc poll <IMAP SERVER> port 993 plugin "openssl s_client -connect %h:%p" \ protocol IMAP username <OTRS_MAIL_USERNAME> password \ <MAIL_PASSWORD> is <LOCAL OTRS USERNAME> # crontab - to check mail every 5 min */5 * * * * /usr/bin/fetchmail -a -m /usr/bin/procmail >> /dev/null If procmail and fetchmail binary are not in /usr/bin change theirs location to the good location. It's not a scoop but perhaps some people search that. Regards, Yann -- o--------------------------------------------------------------o | Yann Richard ze(a)nawak-online.org | | #ICQ 295617227 http://www.nawak-online.org/~ze/ | | GPG FingerPrint: | .oO| A2F4 1EFB 66B6 65F8 1093 E11A 3E0A 9DF6 72E7 DE9E | `--------------------------------------------------------------o

2 1

Script wont "die"
by Tyler Hepworth 12 May '04

12 May '04

I am making some modifications and need to get some debugging messages from it. I have found it easiest to just place "die" statements in the scripts and print the results to my web browser, but now that I have switched to linux, the scripts will no longer "die". Is there a way to enable this functionality? Or is there a better method available for debugging? Thanks, Tyler Hepworth

2 1

RE: [otrs] X-OTRS not filtering properly
by Tyler Hepworth 11 May '04

11 May '04

> -----Original Message----- > From: Robert Kehl [mailto:robert.kehl@otrs.de] > Sent: Tuesday, May 11, 2004 5:15 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] X-OTRS not filtering properly > > > On Wednesday, May 12, 2004 1:11 AM > Tyler Hepworth <TylerH(a)natr.com> wrote: > > Match => { > > Subject => '[WEB]', > > }, > > Set => { > > 'X-OTRS-Queue' => 'WebDev', > > }, > > > > It works, but too well. All message grabbed by > PostmasterPOP3.pl are > > automatically dumped into WebDev. > > Try > > Subject => '\[WEB\]', > Thank you! It works a treat. Tyler

1 0

X-OTRS not filtering properly
by Tyler Hepworth 11 May '04

11 May '04

I enabled my POP3 email address as trusted and followed the instructions for adding matching routines to Config.pm Here are the relevant lines: [...] Match => { Subject => '[WEB]', }, Set => { 'X-OTRS-Queue' => 'WebDev', }, [...] It works, but too well. All message grabbed by PostmasterPOP3.pl are automatically dumped into WebDev. Any ideas? Thanks, Tyler Hepworth

2 1

RE: [otrs] Custom Job in GenericAgent.pm does no function as expe cted
by Tyler Hepworth 11 May '04

11 May '04

> -----Original Message----- > From: Robert Kehl [mailto:robert.kehl@otrs.de] > Sent: Tuesday, May 11, 2004 11:17 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Custom Job in GenericAgent.pm does no > function as expected > > > On Tuesday, May 11, 2004 6:19 PM > Tyler Hepworth <TylerH(a)natr.com> wrote: > > I created a custom job in genericagent.pm that is supposed > to send a > > page to my pager is a ticket has a priority of 5 and is > escalated. The > > page portion works just fine, but the page is sent for all tickets > > that are escalated (regardless of priority). > > You can only combine a 'Queue => Id' setting with 'Escalation => 1' > Fair enough. So, I changed my criteria to: Priorities => ['5 very high'], Locks => ['unlock'], It sent out a page for every single ticket in my system! AAAGH! :-) Any ideas? Thanks, Tyler Hepworth

2 1

Newbie questions
by Charles Gagnon 11 May '04

11 May '04

Hello all, I am new to OTRS and this mailing list. I just finished my install and I started testing. I was wondering what most people did for user management. I noticed OTRS seems to manage its own user space and I was wondering if there was 1) a reason for this and 2) a way to have OTRS use either regular UNIX usernames/passwords combos or use any other external sources like NIS/NIS+ or LDAP. Thanks in advance. -- Charles Gagnon | My views are my views and they http://unixrealm.com | do not represent those of anybody charlesg at unixrealm.com | but me. I can't find the Any key. -- someone

2 1

Custom Job in GenericAgent.pm does no function as expected
by Tyler Hepworth 11 May '04

11 May '04

I created a custom job in genericagent.pm that is supposed to send a page to my pager is a ticket has a priority of 5 and is escalated. The page portion works just fine, but the page is sent for all tickets that are escalated (regardless of priority). Here is the code portion of genericagent.pm ... 'send priority 5 escalation page' => { Escalation => 1, Priorities => ['5 very high'], New => { # Send a page! CMD => '/opt/otrs/bin/sendPage.pl', }, }, ... >From my understanding, it should only execute the New state if the ticket is escalated and has a priority of 5. However, the page fires when a ticket is escalated - no matter what the priority is. Any ideas? Thanks, Tyler Hepworth

2 1

Re: [otrs] Attachments and mysql max_packet_size
by Dennis.Buehring＠net-and-works.de 11 May '04

11 May '04

> I can hardly only believe that. Did you have a look at them all? > > By default, Apache logs in /var/log/apache/, /var/log/httpd/, > /var/log/apache2/ or /var/log/httpd2/. There are usually two logfiles, > "access_log" and "error_log" (sometimes the underscore "_" is a dot "." > or left away). It may well be your Apache logs to logfiles that are > split up by your virtual hosts. In rare cases, Apache logs to syslog, > what would require an advanced configuration. > > OTRS logs to syslog by default, or to <OTRS_HOME>/tmp/otrs.log. On > Win32, the default is <INSTALL_DIR>/otrs/var/log/otrs.log, as Win32 > doesn't come with a syslogd. Logging is working correct, i can see all other messages. > Did you try another browser, such as Mozilla/Firebird or Opera? Same occurs with Mozilla/Firebird. > The behaviour does not occur with small-sized attachments, does it? Small attachments are working. > Which URL does the browser want to connect to? Does the request, if > meant for your OTRS server, reach the server? You may check this with a > paket sniffer like Ethereal. Run a copy on both machines, filter on http > traffic only. Ethereal is available from http://www.ethereal.com/ > (alongside its docs, btw...). This is my ethereal capture(libpcap), as you can see from paket 111 on something went wrong, but im only a stupid student and dont know what exactly is happening there... :) (See attached file: large_attachment) > Does the problem occur on localhost, too, ie. on the OTRS server itself? Same problem using Konqueror on localhost. > Do you have some kind of (Desktop) Firewall and/or virus scanner > running? Does the behaviour go away when (temporarily) switching those > off? No. mfg Dennis

3 2

RE: [otrs] LDAP Authentication Failover
by Thomas Nilsen 11 May '04

11 May '04

According to the Perl LDAP documentation, Net::LDAP supports specifying multiple hosts for a simple failover method upon connect. I haven tried it myself, but I would think that one could specify multiple hosts separated by a comma on the $Self->{'AuthModule::LDAP::Host'} setting. The NetLDAP FAQ also suggests a way of doing this by using the example code below: unless ( $ldaps = Net::LDAPS->new($ldapserverone, port=>636,timeout=>5) ) { $ldaps = Net::LDAPS->new($ldapservertwo, port=>636,timeout=>20) || return "Can't connect to $ldapserverone or $ldapservertwo via LDAPS: $@"; } The problem would be if OTRS keeps the LDAP connection, in that case one would probably have to stop apache/otrs and restart it.. Thomas >-----Original Message----- >From: Robert Kehl [mailto:robert.kehl@otrs.de] >Sent: Monday, May 10, 2004 10:08 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] LDAP Authentication Failover > > >On Monday, May 10, 2004 8:19 PM >Tyler Hepworth <TylerH(a)natr.com> wrote: >> I do my agent and customer authentication off of Active Directory via >> LDAP. Occassionally, the DC that I am pointing at will be offline. >> When that happens, the entire OTRS program is unusable. To get back >> online, I have to edit the Config.pm file and point it at a different >> DC that is working. Is there a way to pass multiple DC arguments to >> the Auth modules so that if one is not available it will try >the next? > >We already track a request for a more readable error output. > >At current, having multiple LDAP servers might be desirable, but not >solvable from within OTRS. > >Workarounds: > >a) Point OTRS to your Global Catalog Server (formerly known as PDC, >formerly known as Prince), which shouldn't go away anytime. > >b) Set up a never-dying (aka localhost) LDAP server replicating the >wanted data at regularly intervals from your AD. Additionally, write a >tutorial about the replication from AD. :) > >Regards, > >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/ > DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

1 0

Ticket state change : operator notification?
by Lionel MARIE 11 May '04

11 May '04

Hello, Is it possible to include a notification option in the next release of OTRS, in order to have OTRS "operators" notified whenever the state of tickets changes? It is very interesting for our "Customer Care Manager" to be aware of the life of tickets... If anybody has a hack for this! L.

2 1

LDAP Authentication Failover
by Tyler Hepworth 10 May '04

10 May '04

I do my agent and customer authentication off of Active Directory via LDAP. Occassionally, the DC that I am pointing at will be offline. When that happens, the entire OTRS program is unusable. To get back online, I have to edit the Config.pm file and point it at a different DC that is working. Is there a way to pass multiple DC arguments to the Auth modules so that if one is not available it will try the next? Thanks, Tyler Hepworth

2 1

Agent View...
by Mike Lough 10 May '04

10 May '04

I want to add some links to other internal system on the Agent View, What files do I need to modify ? Mike Lough TS Engineer Acopia Networks mlough(a)acopia.com -------------------------------------------------------- DISCLAIMER: The information contained in this e-mail is confidential and is intended solely for the review of the named addressee, and in conjunction with specific Acopia Networks business. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are unable to treat this information accordingly, or are not the intended recipient, please notify us immediately by returning the e-mail to the originator.

2 1

Integration of Monitoring-Tool into OTRS
by Matthias Eichler 10 May '04

10 May '04

Dear List, I've some generel question about the integration of Monitoring-Systems into OTRS. We are using a network-based host- and service-monitoring tool that sends different notifications via email (or anything else that can be written into a shell-skript). As every incoming email generates a new ticket in OTRS I want some integration that the monitoring server does not sends mails, but opens new tickets, inserts follow- ups and also closes tickets (on recovery of a problem, e.g.) As I drawed already a compley picture of such a setup in my mind I just wanted to ask / discuss: - if somebody has experiences on such a task here? - if it is the best way to (mis-)use the GenericAgent for such a job? - does the GenericAgent can create new tickets at all, or does the GenericAgent is always based on already existing tickets? - should I write a whole OTRS-LowLevel-Module which analyses the incoming events and inserts directly into the database? - is there any better (generic) API available for OTRS? Thanks for all input! Matthias Eichler -- Matthias Eichler <me-lists(a)kernzeit.com> kernzeit AG

2 3

Re: [otrs] Attachments and mysql max_packet_size
by Dennis.Buehring＠net-and-works.de 10 May '04

10 May '04

> What do you mean by 'kill'? What do your logs say (OTRS, Apache)? > Regards, > Robert Kehl The logs say nothing... After selecting the attachment and pressing the submit button OTRS hangs (that little progressbar of the IE indicating that it is trying to do something ) for about three minutes, after that i get a "Cannot find server or DNS" error... but DNS is not the Problem. I use OTRS 1.1.2 mfg Dennis -------------------------------------------------------------------- net&works Netzwerke und Service GmbH Luetzerodestrasse 12 D-30161 Hannover, Germany Tel. +49 (0)511 6262 9317 buehring(a)naw.de http://www.naw.de --------------------------------------------------------------------

2 1

Automatic owner change
by Lionel MARIE 10 May '04

10 May '04

Hello, Is there a way to hack OTRS (1.2.2) in order NOT to have the owner changed after some replies are sent by different operators? Thanks in advance L.

2 1

RE: [otrs] Error on forwading article
by Thorsten Philipp 10 May '04

10 May '04

I haven't read far enough. Good to know it is a bug ;) > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Thorsten Philipp > Sent: Monday, May 10, 2004 10:51 AM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] Error on forwading article > > Hi Robert, > > We have the same problem here. > These are the article types. > > email-external > email-internal > email-notification-ext > email-notification-int > phone > fax > sms > webrequest > note-internal > note-external > note-report > > Best Regards > Thorsten Philipp > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > On Behalf > > Of Robert Kehl > > Sent: Friday, May 07, 2004 4:38 PM > > To: User questions and discussions about OTRS. > > Subject: Re: [otrs] Error on forwading article > > > > On Wednesday, May 05, 2004 10:50 AM > > Lars Monsees <l.monsees(a)atlantisgmbh.de> wrote: > > > when I try to forward an external-eMail from a customer as > > > email-internal I get the following error: > > > > > > Message: Need ArticleType or ArticleTypeID! > > > > Which entries does article_type contain? It should be this: > > > > 1 email-external > > 2 email-internal > > 3 email-notification-ext > > 4 email-notification-int > > 5 phone > > 6 fax > > 7 sms > > 8 webrequest > > 9 note-internal > > 10 note-external > > 11 note-report > > > > 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/ > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > =http://www.otrs.de/ >

1 0

RE: [otrs] Error on forwading article
by Thorsten Philipp 10 May '04

10 May '04

Hi Robert, We have the same problem here. These are the article types. email-external email-internal email-notification-ext email-notification-int phone fax sms webrequest note-internal note-external note-report Best Regards Thorsten Philipp > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Robert Kehl > Sent: Friday, May 07, 2004 4:38 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Error on forwading article > > On Wednesday, May 05, 2004 10:50 AM > Lars Monsees <l.monsees(a)atlantisgmbh.de> wrote: > > when I try to forward an external-eMail from a customer as > > email-internal I get the following error: > > > > Message: Need ArticleType or ArticleTypeID! > > Which entries does article_type contain? It should be this: > > 1 email-external > 2 email-internal > 3 email-notification-ext > 4 email-notification-int > 5 phone > 6 fax > 7 sms > 8 webrequest > 9 note-internal > 10 note-external > 11 note-report > > 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

LDAP referral problem
by Mark Menke 10 May '04

10 May '04

I'm trying to run OTRS using active directory, and everything works when I point to to a lower level domain controller (expect I can't authenticate people in the other locations). When I point to a higher level domain controller, it seems like Net::LDAP is not picking up the referal. I watch it with a packet sniffer, and I see the DC send the referal to another DC. When I enable debug in the LDAPNew.pm module, the return code from the ->search is 0, not 10. Any ideas on why the referal is not working? Thanks -Mark

3 4

RE: [otrs] Error on forwading article
by Lars Monsees 10 May '04

10 May '04

> On Friday, May 07, 2004 5:00 PM > Lars Monsees <l.monsees(a)atlantisgmbh.de> wrote: >>> On Wednesday, May 05, 2004 10:50 AM >>> Lars Monsees <l.monsees(a)atlantisgmbh.de> wrote: >>>> when I try to forward an external-eMail from a customer as >>>> email-internal I get the following error: >>> Which entries does article_type contain? It should be this: >> Yes, got the same listing. >> I don´t know if you´ve already read my other mails: The problem >> doesn´t occur when the text to forward is only about up to 1080 >> chars, so the error message could be a little bit misleading!? > > Didn't read that so far. Seen in that light, it resembles me of a bug. > Could I get you to file a bug report, providing as much details as > possible? Only if a report doesn't already exist, for sure... > This problem exists as bug #211, #231, and #296. I will add my notes to the first one. Lars

1 0

Installation on Fedora Core 1
by David Hansen Jr. 08 May '04

08 May '04

I've grabbed otrs-1.2.3-01.tar.gz, dumped it into /opt, and am trying to get it running. My problem right now is with PerlHandler in /etc/httpd/conf/httpd.conf. PerlHandler, PerlSendHeader, and PerlSetupEnv give errors when I try to restart apache. The error is: Starting httpd: Syntax error on line 337 of /etc/httpd/conf/httpd.conf: Invalid command 'PerlHandler', perhaps mis-spelled or defined by a module not included in the server configuration [FAILED] So, any suggestions here? I get the same error if I comment this out with PerlSendHeader and PerlSetupEnv. I tried just using the 2 CGI lines in httpd.conf, but I get a 403 error when I goto http://localhost/otrs/installer.pl Thanks! ~David -- -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Black holes were created when God divided by zero

3 8

RE: [otrs] How to enable debug mode.
by Covert, Jake 08 May '04

08 May '04

Wow!! I hearby award Robert the "Most answered tickets in one day certificate"! :-) Robert Kehl wrote: > On Friday, May 07, 2004 5:19 PM > Covert, Jake <jake.covert(a)eds.com> wrote: >> It's always the little things. The NIS master where our mail server >> is located had a full root disk. Would not accept any more incoming >> mail from our request system. >> >> Duh!... > > What were the 'big|huge|great|grown-up things' then, opposite a full > root disk? *g* > > Regards, > > Robert Kehl

2 1

RE: [otrs] How to enable debug mode.
by Covert, Jake 08 May '04

08 May '04

It's always the little things. The NIS master where our mail server is located had a full root disk. Would not accept any more incoming mail from our request system. Duh!... :-) Martin Edenhofer wrote: > Hi Jake, > > this means the debug of the Net::SMTP module: > > [Kernel/System/Email/SMTP.pm] > $Self->{SMTPDebug} = 0; # shown on STDERR [...] > > -Martin > > On Fri, May 07, 2004 at 10:03:47AM -0400, Covert, Jake wrote: >> I recently started getting an error when trying to send outgoing >> messages. My question is this: How do I enabel debug mode? >> >> <snip> >> Error: Can't use from: request(a)psic.gm.com! Enable debug for more >> info! Comment: Please contact the admin. >> Bug Report: >> Traceback: ERROR: OTRS-CGI-13 Perl: 5.6.1 OS: MSWin32 Time: Fri May >> 7 09:39:39 2004 >> >> Message: Can't use from: request(a)psic.gm.com! Enable debug for more >> info! >> >> Traceback (1064): >> Module: Kernel::System::Email::SMTP::Send (v1.6) Line: 118 >> 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: 149 Module: Apache::Registry::handler (v2.01) >> Line: 149 </snip> >> >> >> <log file snip> >> [Fri May 7 09:38:43 >> 2004][Error][Kernel::System::Email::SMTP::Send][118] >> Can't use from: request(a)psic.gm.com! Enable debug for more info! >> [Fri May 7 09:38:47 >> 2004][Error][Kernel::System::Email::SMTP::Send][118] >> Can't use from: request(a)psic.gm.com! Enable debug for more info! >> [Fri May 7 09:39:39 >> 2004][Error][Kernel::System::Email::SMTP::Send][118] >> Can't use from: request(a)psic.gm.com! Enable debug for </log file >> snip> >> >> >> ********************************* >> Jake Covert >> Infrastructure Analyst >> Electronic Data Systems >> PSIC Support Group >> (586) 986-9698 Work >> (586) 518-3859 Pager >> http://www.eds.com <http://www.eds.com> >> ********************************* > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/

2 1

Suse setup questions
by Tyler Hepworth 08 May '04

08 May '04

I setup OTRS via rpm on Suse. It works wonderfully. But, I have a few questions about certain aspects of it. I noticed that the setup created a system account for the user "otrs". What is the default password for this account? Does the OTRS software depend on this user account and password, or can I change the password to something else? Also, how do I restart the cron service found at /opt/otrs/bin/Cron.sh? When I try to restart it via my regular user account, I get the following message: "No cronjobs in /home/tylerh/var/cron found! * Check the $HOME (/etc/passwd) of the OTRS user. It must be the root dir of your OTRS system (e. g. /opt/otrs)." If I try to run it as root, I get the following: "Run this script just as OTRS user! Or use 'Cron.sh {start|stop|restart} OTRS_USER'!" So, I type "Cron.sh restart OTRS" and still get the same message. Can someone please explain what I need to do to manage my cron? Thanks, Tyler

4 4

RE: [otrs] Letting customers choose a FreeText option when they c reatea ti cket
by Covert, Jake 08 May '04

08 May '04

Didn't quite fix it. Here is the portion of my CustomerMessageNew.dtl: ======================== <form action="$Env{"CGIHandle"}" method="post" name="compose" enctype="multipart/form-data"> <input type="hidden" name="Action" value="$Env{"Action"}"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="QueueID" value="$Data{"QueueID"}"> <input type="hidden" name="TicketID" value="$Data{"TicketID"}"> <input type="hidden" name="NextScreen" value="$Data{"NextScreen"}"> <input type="hidden" name="Action" value=="$Data{"AgentFreeText"}"> <table border="0"> <tr> <td>$Text{"To"}:</td><td>$Data{"ToStrg"}</td> </tr> <tr> <td>$Data{"TicketFreeKeyField1"}:</td><td>$Data{"TicketFreeTextField1"}</td> </tr> <tr> <td>$Text{"Subject"}:</td><td><input type="text" name="Subject" value="" size="60"></td> </tr> <tr> ======================== And I fixed the typo in my config. But the "TicketFreeTextField1" drop down list still doesn't appear. Any more ideas? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Monday, March 29, 2004 8:57 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Letting customers choose a FreeText option when they createa ti cket On Sunday, March 28, 2004 8:56 PM Covert, Jake <jake.covert(a)eds.com> wrote: >> choosing for the customer. Config.pm section below: >> 'Focus Area' => 'Department', 'Department' => 'Department', >> Now I'm trying to get this option to show up and be required when a >> customer creates a new ticket. I opened up CustomerMessageNew.dtl <tr> <td>$Data{"TicketFreeKeyField1"}:</td> <td>$Data{"TicketFreeTextField1"}</td> </tr> 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

Where can I get Win32 Source Files
by Tyler Hepworth 08 May '04

08 May '04

Where can I get the source files for the Win32 distribtion? Currently I only have a Win32 executable that contains lots of additional apps besides the OTRS files. I would like to get just the OTRS files. Thanks, Tyler Hepworth

2 1

Take user Slow response
by Svein A Holmboe 08 May '04

08 May '04

Hello I've got a problem, when entering a new phone view - The "Take user" option after selecting user, takes up to 20 sec. before it's activated. The same goes for the "to" field. Also when pressing "Create" it takes much longer time than it did before. I've got about 20 customer registered Running on 2Ghz, 256Mb 40gb winXP What could be wrong? Svein

2 1

Suppress Auto-Reply on a per-ticket basis
by Tyler Hepworth 08 May '04

08 May '04

I have Auto-Reply enabled, but I would like to set it so there is an option to not send out an email if the initial ticket is created by an agent. Currently, if the agent takes a phone call and creates a ticket, it sends out an email to the user. Generally, this is okay, but there are times when I would like to supress this behavior. Is it possible? Thanks, Tyler Hepworth

2 1

merge?
by Mercator GmbH 08 May '04

08 May '04

Hi, I know there is a function to split tickets, but is there also a way to "merge" tickets? The function "link" is not very helpful, I think. It does NOT actually link (in the meaning of merge), but only indicate the other ticket numbers. It would be nice if there would be a function to merge tickets so that I can see all messages from one customer (with different ticket numbers) in one ticket together! Thanks, Marc

2 1

Login not possible: crypt() on BSD systems
by Jan Herbst 08 May '04

08 May '04

Hallo! I have installed OTRS 1.2.3 from the sources. No Problems: jan@heli:/# perl -cw /usr/local/otrs/bin/cgi-bin/index.pl /usr/local/otrs/bin/cgi-bin/index.pl syntax OK jan@heli:/# perl -cw /usr/local/otrs/bin/PostMaster.pl /usr/local/otrs/bin/PostMaster.pl syntax OK But after inserting the initial SQL data, i can't login with the login combination (root@localhost, root) given in the documentation. I found the following errors in /var/log/messages: Apr 20 09:31:18 heli OTRS-CGI-10[2539]: [Notice][Kernel::System::Auth::DB::Auth] The crypt() of your mod_perl(2) is not working correctly! Update mod_perl! Apr 20 09:31:18 heli OTRS-CGI-10[2539]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost with wrong Pw!!! (REMOTE_ADDR: 192.168.100.10) I'm not using mod_perl. I assume, the problem is the crypt() function. A test does not return the encrypted password as given in the documentation. jan@heli:/# perl -e 'print crypt("root", "root@localhost") . "\n"' $2a$04$root..................QHSCVtcO1oNz6sch8SNzSuYTbSVQtwK How could i configure OTRS tu work with this version of crypt()? I found out, that there is a test for bug inside RedHat8, where the the encrypted password is compared with a given one. I changed (crypt('root', 'root@localhost') eq 'roK20XGbWEsSM')) to (crypt('root', 'root@localhost') eq 'QHSCVtcO1oNz6sch8SNzSuYTbSVQtwK')) inside Kernel/System/User.pm, Kernel/System/CustomerAuth/DB.pm, Kernel/System/CustomerUser/DB.pm and Kernel/System/Auth/DB.pm. I changed the password for root@localhost inside the database to. But it didn't work. I got the same error message as mentioned above. Could anyone help me please? With kind regards Jan -- NEU : GMX Internet.FreeDSL Ab sofort DSL-Tarif ohne Grundgeb�hr: http://www.gmx.net/dsl

3 4

Modifying FAQ fields
by Tyler Hepworth 08 May '04

08 May '04

I would like to create a category of FAQs that contain configuration instructions for setting up various services. Of course, these type of FAQs are not symptom, problem, solution kind of problems. They are more like a howto. What I would like to know is how can I create an FAQ form for the configuration category that just contains a single field for writing the instructions. (But I still want to keep the symptom, problem, solution FAQs for other categories). Thanks, Tyler Hepworth

3 4

Closed ticket notification only: it's possible?
by Simone Balboni 08 May '04

08 May '04

Hi, I would like to send closed ticket notification WITHOUT sending all ticket status change notifications. I looked up on the list to find solutions about that, but found only confirmation to the fact that it is only possible to send notifications for all ticket state change, without distintions. Has anyone solved this problem? It's possible to put an "if" in Kernel/Config.pm to allow the notification only in case of Ticket State Change TO "Close"? Thanks in advance, Simone -- Simone Balboni, Ph.D. Centro Servizi Informatici di Ateneo Alma Mater Studiorum - Universita' di Bologna V.le Filopanti, 3 - 40126 Bologna (Italy) Phone: + 39 051 2095924 - Fax: + 39 051 2095918 e-mail: simone.balboni(a)unibo.it

2 1

Customer replies are not coming into correct ticket
by Tyler Hepworth 08 May '04

08 May '04

I have an open ticket with the customer. The customer replied to an email they had received from the system (the ticket number was included in the subject line), but the email was not appended to the existing ticket. Rather it created a brand new ticket. Any idea why this is occurring? Is there a merge function so that I can place the ticket in the appropriate location? Thanks, Tyler Hepworth.

3 2

Pending reminder
by Domnic Vijay 08 May '04

08 May '04

Hi, Is there is any other way to send a email notification to the concern agent when the pending time reached. PendingJobs.pl is sending notification whenever the script invoked. Can this script be used when the pending time is reached? If so, how? Regards, Domnic _________________________________________________________________ Strike the right balance! News, gossip n fundas! http://www.msn.co.in/women/ Get it all at MSN Women!

2 1

ERROR No Permission! - while customer tries to read ticket fro Ti cket-Overview
by Stig Graasbøl Rasmussen 08 May '04

08 May '04

I get the Error: No Permission! - message while clicking on an old ticket from the customer login "Ticket-Overview" screen. The ticket exists fine and can be accessed with no problems from the Agent screens. Does anybody have any suggestions on how I can get the customer back his permissions? Thanks Stig Rasmussen P.S. The tickets were created by an Agent using "Compose Email" addressed to the customer user in question (I'm not sure if that has something to do with the problem)

2 1

OTRS Win32 to OTRS Linux Migration - What are the issues?
by Tyler Hepworth 08 May '04

08 May '04

I am currently using OTRS on Win32 but am going to migrate to Linux. Are there any major 'gotchas' to be aware of? I have modified over a dozen different files in the Win32 source. Can I create diff patches and apply them directly to Linux source or will I have problems there? Currently I both send and receive mail from an exchange server. I send out directly via the SMTP modules. I get mail via a POP3 account and a cron that runs every minute. Anything different there or can I continue to use this same process? Thanks, Tyler Hepworth

2 1

Configuring and Integrating OTRS Win32 1.2.3 with Exchange 5.5 an d Outlook 2000
by Varsani, Rajendrakumar (PSD) 08 May '04

08 May '04

Hi. I'm having difficulty getting my head round the naming convention I should adopt for using OTRS in our environment. Our FQDN is pesticides.gov.uk .. I think!?. All our emails are in the format {forename}.{surname}(a)psd.defra.gsi.gov.uk. What do I enter at the installation stage for "System FQDN"? What should the "AdminEmail" be? Once the installation is complete, and I go on to create Users, should they be named exactly the same as they are in Outlook, i.e. a duplicate? Eg, rajendrakumar.varsani(a)psd.defra.gsi.gov.uk <mailto:rajendrakumar.varsani@psd.defra.gsi.gov.uk> ? Or can I get get it to integrate with Exchange 5.5 somehow? IS this a fairly trivial task? Is the idea that OTRS works independently of our existing Outlook system, i.e. we have to duplicate accounts and passwords etc or can customers send an email to OTRS, we deal with the requests on OTRS and email back to our users' Outlook accounts? All the servers, users and customers are sited at the same location. I've got the installation of OTRS to work, but got confused with the naming conventions and so am just about to install again and start from scratch, with your help, which will be greatly appreciated. Rajendrakumar Varsani

2 1

Re: [otrs] Attachments and mysql max_packet_size
by Dennis.Buehring＠net-and-works.de 08 May '04

08 May '04

I forgot to mention... Why is there a configoption to limit the filesize that is not used ? Or is it used, if i try to attach files larger than the MaxFileUpload OTRS just 'kills' itself.. Why is this option not used to display an errormessage/-text to inform the user that his attachment is too large ? I know that this is only applicable for the agent/customer - interface and not for incoming emails, but it would be a nice feature. mfg Dennis

2 1

Customer replies to a ticket are created as new tickets
by Tyler Hepworth 08 May '04

08 May '04

I have an open ticket with the customer. The customer replied to an email they had received from the system (the ticket number was included in the subject line), but the email was not appended to the existing ticket. Rather it created a brand new ticket. Any idea why this is occurring? Is there a merge function so that I can place the ticket in the appropriate location? Thanks, Tyler Hepworth.

2 1

What is the purpose of a sub-queue?
by Tyler Hepworth 08 May '04

08 May '04

Why is there a distinction between root-queues and sub-queues? Does the sub-queue inherit the permissions of the root queue or is it just an organizational thing? Thanks, Tyler Hepworth

2 1

Show relative Ticket Age.
by Timo Eckert 08 May '04

08 May '04

Hello, how can i setup orts, that the ticketage is relative to the last incoming email and not to the first email? Regards, Timo.

2 1

Create Ticket problem
by Reinaldo Santos 08 May '04

08 May '04

Hello, I have installed OTRS 1.2.2 an I have a problem when I try create ticket. I get this error via my web browser: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. ________________________________________________________________________ Apache/1.3.27 Server at The server error log show this message: [Wed Apr 21 20:47:55 2004] NBit.pm: Unquoted string "whine" may clash with future reserved word at /opt/otrs/Kernel/cpan-lib/MIME/Decoder/NBit.pm line 144. [Wed Apr 21 20:47:55 2004] NBit.pm: String found where operator expected at /opt/otrs/Kernel/cpan-lib/MIME/Decoder/NBit.pm line 144, near "whine "saw 8-bit data while encoding 7bit"" [Wed Apr 21 20:47:55 2004] NBit.pm: (Do you need to predeclare whine?) [Wed Apr 21 20:47:55 2004] NBit.pm: Unquoted string "whine" may clash with future reserved word at /opt/otrs/Kernel/cpan-lib/MIME/Decoder/NBit.pm line 149. [Wed Apr 21 20:47:55 2004] NBit.pm: String found where operator expected at /opt/otrs/Kernel/cpan-lib/MIME/Decoder/NBit.pm line 149, near "whine "saw long line while encoding 7bit/8bit"" [Wed Apr 21 20:47:55 2004] NBit.pm: (Do you need to predeclare whine?) [Wed Apr 21 20:47:55 2004] [error] syntax error at /opt/otrs/Kernel/cpan-lib/MIME/Decoder/NBit.pm line 144, near "whine "saw 8-bit data while encoding 7bit"" syntax error at /opt/otrs/Kernel/cpan-lib/MIME/Decoder/NBit.pm line 149, near "whine "saw long line while encoding 7bit/8bit"" The ticket was created sucefull, but e-mail messages are not sent. When I try to response a ticket I have the same error. Somebody can help me ?! Thanks a lot Reinaldo Santos Net1 Soluções www.net1solucoes.com.br

2 1

GD libraries - Mac OS X install?
by Juan Gonzalez 08 May '04

08 May '04

Hi, I have OTRS installed and finishing up the setup to do a test with live customer care emails tomorrow. I have verified that the necessary GD libraries are installed by using the checkmodule script. If I click on Stats, it only shows a breakdown of ticket numbers but NO graphs. Has anyone out there run into a similar problem? System is an Apple Xserve running OS X Server 10.2.8. Thanks

2 1

multiple LDAP servers
by Mark Menke 08 May '04

08 May '04

Let's pretend you work for a company that has two independent LDAP implementations. I need to query 2 different LDAP hosts, using two different BASE DN's, and two different SearchUserDN's. Somehow, the two groups manage to keep their uid's unique. Any good ideas? Thanks -Mark

2 1

Admin have no admin rights
by Hans du Plooy 08 May '04

08 May '04

Hi all, I've installed OTRS on SUSE 9.0 Pro, and updated with the rpm from the www.orts.org (1.2.3). After updating, logging in as root@localhost, I no longer have the "stats" and "admin area" buttons. Instead there is a line saying "Don't work with UserID 1 (System account)! Create new users!" and if I click on it, I get a response " No Permission! Message: You have to be in the a permitted group!" Can anyone tell me what might be causing this problem and how to resolve it? On another machine with SUSE 9.0 Pro and otrs-1.2.3, I don't have this problem Thank you -- Kind regards Hans du Plooy Newington Consulting Services hansdp at newingtoncs dot co dot za

2 1

Admin has only user priveleges???
by Nic Laschinger 08 May '04

08 May '04

Hi all, I have just set up my first otrs system, so bear with me. I have logged with root for the first time, and I have no Admin-Area or Stats, it seems as if I have only the privileges of a normal user. I am running a standard SuSE 9 box, nothing special there. Any ideas? Cheers Nic

2 1

RE: [otrs] Error on forwading article
by Lars Monsees 08 May '04

08 May '04

> On Wednesday, May 05, 2004 10:50 AM > Lars Monsees <l.monsees(a)atlantisgmbh.de> wrote: >> when I try to forward an external-eMail from a customer as >> email-internal I get the following error: >> >> Message: Need ArticleType or ArticleTypeID! > > Which entries does article_type contain? It should be this: > > 1 email-external > 2 email-internal > 3 email-notification-ext > 4 email-notification-int > 5 phone > 6 fax > 7 sms > 8 webrequest > 9 note-internal > 10 note-external > 11 note-report > Yes, got the same listing. I don´t know if you´ve already read my other mails: The problem doesn´t occur when the text to forward is only about up to 1080 chars, so the error message could be a little bit misleading!? > hth, > > Robert Kehl

2 1

OTRS POP3 Error Message
by L. Mark Stone 08 May '04

08 May '04

I'm starting to see this error with increasing frequency and I have no idea what it means! Here's the message I get: -----Forwarded Message----- > From: Cron Daemon <root(a)rnome.com> > To: root(a)localhost.rnome.com > Subject: Cron <otrs@inside> $HOME/bin/PostMasterPOP3.pl >> /dev/null > Date: Sat, 01 May 2004 01:10:05 -0400 > > Use of uninitialized value in string ne at /opt/otrs/Kernel/System/User.pm line 101. And here's the snippet from User.pm: # check valid if ($Param{Valid}) { if ($Data{ValidID} ne 1) { <<<< Line 101! return; } We are running 1.2.3 on SuSE 9.0. Any ideas? Thanks! -- _____________________________________________________________ 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

2 1

Locked tickets issue
by Daniel Balan 08 May '04

08 May '04

Hi guys, I have an issue regarding the locked tickets button. I am using 1.2.2 and starting from yesterday when I click on "Locket tickets" (up-right corner) button the browser doesn't respond anymore. I tried several browsers (IE and Mozilla) but the result is the same. Have any clue about what what is going on ? 10x Daniel

2 1

Customer Notification / Meaning of ... / Attachments
by Thorsten Philipp 08 May '04

08 May '04

Hi, we are using OTRS for 2 weeks. Now we have several questions 1. Customer Notification Emails Where can we change them ? Is it possible to remove the Hyperlink ? Is it easy/possible to include the ticket subject in the notification subject or at least the body ? 2. "Ist das Ticket beantwortet" What does this switch do ? It is found on the Email Reply Form 3. "Pending Auto close" What happens if a ticket is set to "warten auf erfolgreich schließen" and the time expires ? Currently only the timer in the ticket properties changes to negative times. Shouldn't it close the ticket ? If not. How could we realize this ? 4. Attachments When forwarding a mail there's no way adding an attachment. Is that a fact ? Are there plans extending the attachment feature ? Our agents would like to add more than one attachment from time to time. Best regards Thorsten Philipp

2 1

PostMaster.pl $Queue problem
by phil 07 May '04

07 May '04

hi, otrs 1.2.3 on openbsd with mysql 4 My otrs for perfectly in web mode, but when i try to add mails whith PostMaster.pl i get some errors. i don't known what i doing wrong, if you have an idea ... When i use the original test-email-1.box i get no errors but i dont see anywhere the ticket it's ok, and when i change the email to the email used in otrs web mode (support(a)mydomain.com) i get errors see below , thanks for your help. cat test-email-1.box | PostMaster.pl ERROR: OTRS-PM-48 Perl: 5.8.2 OS: openbsd Time: Tue May 4 10:37:36 2004 Message: Found no $Queue for 3! Traceback (26786): Module: Kernel::System::Queue::QueueLookup (v1.42) Line: 461 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 62 Module: Kernel::System::PostMaster::Run (v1.40.2.1) Line: 246 Module: PostMaster.pl (v1.16) Line: 101 ERROR: OTRS-PM-48 Perl: 5.8.2 OS: openbsd Time: Tue May 4 10:37:36 2004 Message: Found no $Queue for 3! Traceback (26786): Module: Kernel::System::Queue::QueueLookup (v1.42) Line: 461 Module: Kernel::System::Ticket::CreateTicketDB (v1.70) Line: 278 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 162 Module: Kernel::System::PostMaster::Run (v1.40.2.1) Line: 246 Module: PostMaster.pl (v1.16) Line: 101 Use of uninitialized value in concatenation (.) or string at /helpdesk/Kernel/System/Ticket.pm line 279, <STDIN> line 30. ERROR: OTRS-PM-48 Perl: 5.8.2 OS: openbsd Time: Tue May 4 10:37:36 2004 Message: No such TicketID (18)! Traceback (26786): Module: Kernel::System::Ticket::GetTicket (v1.70) Line: 454 Module: Kernel::System::Ticket::Article::CreateArticle (v1.52) Line: 133 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 206 Module: Kernel::System::PostMaster::Run (v1.40.2.1) Line: 246 Module: PostMaster.pl (v1.16) Line: 101 ERROR: OTRS-PM-48 Perl: 5.8.2 OS: openbsd Time: Tue May 4 10:37:36 2004 Message: Need ID or Name! Traceback (26786): Module: Kernel::System::State::StateGet (v1.7) Line: 81 Module: Kernel::System::Ticket::Article::CreateArticle (v1.52) Line: 134 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 206 Module: Kernel::System::PostMaster::Run (v1.40.2.1) Line: 246 Module: PostMaster.pl (v1.16) Line: 101 Use of uninitialized value in string eq at /helpdesk/Kernel/System/Ticket/Article.pm line 138, <STDIN> line 30. Use of uninitialized value in string eq at /helpdesk/Kernel/System/Ticket/Article.pm line 138, <STDIN> line 30. ERROR: OTRS-PM-48 Perl: 5.8.2 OS: openbsd Time: Tue May 4 10:37:36 2004 Message: Need QueueID! Traceback (26786): Module: Kernel::System::AutoResponse::AutoResponseGetByTypeQueueID (v1.8) Line: 156 Module: Kernel::System::Ticket::Article::CreateArticle (v1.52) Line: 151 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 206 Module: Kernel::System::PostMaster::Run (v1.40.2.1) Line: 246 Module: PostMaster.pl (v1.16) Line: 101 ERROR: OTRS-PM-48 Perl: 5.8.2 OS: openbsd Time: Tue May 4 10:37:36 2004 Message: Need QueueID! Traceback (26786): Module: Kernel::System::Queue::GetAllUserIDsByQueueID (v1.42) Line: 397 Module: Kernel::System::Ticket::Article::CreateArticle (v1.52) Line: 238 Module: Kernel::System::PostMaster::NewTicket::Run (v1.43) Line: 206 Module: Kernel::System::PostMaster::Run (v1.40.2.1) Line: 246 Module: PostMaster.pl (v1.16) Line: 101 ___[ Pub ]____________________________________________________________ Inscrivez-vous gratuitement sur Tandaime, Le site de rencontres ! http://rencontre.rencontres.com/index.php?origine=4

2 1

Simple Queues for users with more complex ones for Admins
by Andrew Ferris 07 May '04

07 May '04

We would like to have two queues that the end-users (Customers) can input to. I'm thinking of say Support Requests and General Feedback as the queues. We would like to have four or five queues that the Admins move tickets from these original two Customer queues to. Something like Network, Server, Workstation-Hardware, and Workstation-Software, based on where we think the problem may be. On our stock install of OTRS 1.2.3 if we do that and assign a ticket from the two Customer queues to such an Admin queue then the Customer can't see it anymore. If we create some sub-queues to the original two Customer ones, then the customer can see them & enter info to them. Is there a way in OTRS to have a more complex Admins queue structure map back to a simpler Customer one so that the Customers can still keep track of their tickets, but can only create tickets to the main Customer queues? Or does anyone have a better configuration? Thank you in advance for any replies and as an aside, I'm quite happy with OTRS. Andrew Ferris Network Support Analyst MRL/iCAPTURE Centre/ASL

2 1

How to enable debug mode.
by Covert, Jake 07 May '04

07 May '04

I recently started getting an error when trying to send outgoing messages. My question is this: How do I enabel debug mode? <snip> Error: Can't use from: request(a)psic.gm.com! Enable debug for more info! Comment: Please contact the admin. Bug Report: Traceback: ERROR: OTRS-CGI-13 Perl: 5.6.1 OS: MSWin32 Time: Fri May 7 09:39:39 2004 Message: Can't use from: request(a)psic.gm.com! Enable debug for more info! Traceback (1064): Module: Kernel::System::Email::SMTP::Send (v1.6) Line: 118 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: 149 Module: Apache::Registry::handler (v2.01) Line: 149 </snip> <log file snip> [Fri May 7 09:38:43 2004][Error][Kernel::System::Email::SMTP::Send][118] Can't use from: request(a)psic.gm.com! Enable debug for more info! [Fri May 7 09:38:47 2004][Error][Kernel::System::Email::SMTP::Send][118] Can't use from: request(a)psic.gm.com! Enable debug for more info! [Fri May 7 09:39:39 2004][Error][Kernel::System::Email::SMTP::Send][118] Can't use from: request(a)psic.gm.com! Enable debug for </log file snip> ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com <http://www.eds.com> *********************************

2 1

Error on forwading article
by Lars Monsees 07 May '04

07 May '04

Hi, when I try to forward an external-eMail from a customer as email-internal I get the following error: ---------------------------- ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed May 5 10:17:37 2004 Message: Need ArticleType or ArticleTypeID! Traceback (11682): Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) Line: 58 Module: Kernel::Modules::AgentForward::SendEmail (v1.28) Line: 301 Module: Kernel::Modules::AgentForward::Run (v1.28) Line: 88 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 ---------------------------- Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) Line: 58 --> if (!$Param{ArticleType} && !$Param{ArticleTypeID}) { $Self->{LogObject}->Log(Priority => 'error', Message => "Need ArticleType or ArticleTypeID!"); return; } ---------------------------- Module: Kernel::Modules::AgentForward::SendEmail (v1.28) Line: 301 --> # -- # send email # -- if (my $ArticleID = $Self->{TicketObject}->SendArticle( Attach => \@Attachments, From => $Self->{From}, To => $Self->{To}, Cc => $Self->{Cc}, Subject => $Self->{Subject}, Body => $Self->{Body}, TicketID => $Self->{TicketID}, ArticleTypeID => $Self->{ArticleTypeID}, [...] ---------------------------- I checked the DB and it seems to be ok - the customer´s article has an articletype 1 and this is listed in the appropriate table. Also, there is an articletype 2 for email-internal. I testet it with the otrs demosystem on demo.otrs.org and there it just works fine. OTRS is 1.2.3 (but problem existed already on 1.1.3 - hoped to resolve it with the update) Anyone got an idea what I might have configured wrong or if this is a problem with the DB? Lars

2 1

RE: [otrs] How to enable debug mode.
by Covert, Jake 07 May '04

07 May '04

Thanks. :-) Martin Edenhofer wrote: > Hi Jake, > > this means the debug of the Net::SMTP module: > > [Kernel/System/Email/SMTP.pm] > $Self->{SMTPDebug} = 0; # shown on STDERR [...] > > -Martin > > On Fri, May 07, 2004 at 10:03:47AM -0400, Covert, Jake wrote: >> I recently started getting an error when trying to send outgoing >> messages. My question is this: How do I enabel debug mode? >> >> <snip> >> Error: Can't use from: request(a)psic.gm.com! Enable debug for more >> info! Comment: Please contact the admin. >> Bug Report: >> Traceback: ERROR: OTRS-CGI-13 Perl: 5.6.1 OS: MSWin32 Time: Fri May >> 7 09:39:39 2004 >> >> Message: Can't use from: request(a)psic.gm.com! Enable debug for more >> info! >> >> Traceback (1064): >> Module: Kernel::System::Email::SMTP::Send (v1.6) Line: 118 >> 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: 149 Module: Apache::Registry::handler (v2.01) >> Line: 149 </snip> >> >> >> <log file snip> >> [Fri May 7 09:38:43 >> 2004][Error][Kernel::System::Email::SMTP::Send][118] >> Can't use from: request(a)psic.gm.com! Enable debug for more info! >> [Fri May 7 09:38:47 >> 2004][Error][Kernel::System::Email::SMTP::Send][118] >> Can't use from: request(a)psic.gm.com! Enable debug for more info! >> [Fri May 7 09:39:39 >> 2004][Error][Kernel::System::Email::SMTP::Send][118] >> Can't use from: request(a)psic.gm.com! Enable debug for </log file >> snip> >> >> >> ********************************* >> Jake Covert >> Infrastructure Analyst >> Electronic Data Systems >> PSIC Support Group >> (586) 986-9698 Work >> (586) 518-3859 Pager >> http://www.eds.com <http://www.eds.com> >> ********************************* > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/

1 0

RE: [otrs] Ticked ID's
by Lars Monsees 07 May '04

07 May '04

> My tickets are being created with ID's like: > > 2004050610000025 > > which I don't like. Is this a configuration option I set before I > knew better and now cannot find? > > How can I change the ID's being generated? > check Defaults.pm for # TicketNumberGenerator # > Thanks, > > Matt Lars

1 0

RE: [otrs] How to enable debug mode.
by Lars Monsees 07 May '04

07 May '04

> I recently started getting an error when trying to send outgoing > messages. My question is this: How do I enabel debug mode? > Ooops. Seems as if I forgot something =) I found that snippet in Kernel/Config/Defaults.pm <snip>

1 0

Ticked ID's
by Matt Mower 07 May '04

07 May '04

My tickets are being created with ID's like: 2004050610000025 which I don't like. Is this a configuration option I set before I knew better and now cannot find? How can I change the ID's being generated? Thanks, Matt -- Evectors Software Email:matt@evectors.com Web:http://www.evectors.com Tel:+44-(0)7977-076-709 Blog:http://matt.blogs.it/

2 1

RE: [otrs] How to enable debug mode.
by Lars Monsees 07 May '04

07 May '04

> I recently started getting an error when trying to send outgoing > messages. My question is this: How do I enabel debug mode? > $Self->{Debug} = 1; in sub new() (snip) Lars

1 0

Ticket replies: Doesn't work as I thought
by Duarte Cordeiro 07 May '04

07 May '04

Hi, Sometimes we want to get more information from our users. We hit reply, and they receive a email with: Assunto: [TN#: 10535] Re: ....... This is fine, but later, the user replies to this ticket, and a new one is created: Assunto:RE: [TN#: 10535] Re: ... The message subject is identical, only with a Re: before. but a new ticket is created (in this example, #10546) What am I doing wrong ? Thanks in advance, Duarte Cordeiro -- Duarte Cordeiro Coordenador Serviço Helpdesk Câmara Municipal de Lisboa Helpdesk: Tel: 800202080 - Fax: 21 7989699 - Email: helpdesk(a)cm-lisboa.pt Serviço Helpdesk: helpdesk.geral(a)cm-lisboa.pt (Contacto directo: 918714762 - duarte.cordeiro(a)cm-lisboa.pt) // Consultor Sénior - BusinessTek Lda

2 1

Auto-replies
by Nic Laschinger 07 May '04

07 May '04

Hi all, Newbie question: I can't seem to get auto-replies to work. It says in the documentation that you should configure the reply and configure it in the Queue, I have set the RAW (default) queue to notify customers on state change but that doesn't seem to have done the trick. What am I missing? Cheers Nic

2 1

Generic-Agent, max value for ticket age?
by Mats Sjöberg 07 May '04

07 May '04

Hi, we are planning to utilize Generic-Agent to change some properties of old tickets in a queue. The documentation illustrates the procedures for this in an example in section 14.2, "TicketCreateTimeOlderMinutes => 60" etc. The value of this parameter will of course quite large for very old tickets. Questions: What is the maximum allowed value for this parameter? Is it possible to use other intervals than minutes, such as "TicketCreateTimeOlderDays"? Best regards -- Mats Sjöberg mailto:mats.sjoberg@rivermen.se <http://www.rivermen.se>

2 1

track monthly email traffic
by Ryan Thompson 07 May '04

07 May '04

I need to track all outgoing mail from OTRS on a monthly basis for my manager's reports. Do anyone else do this or know how I might accomplish this? I don't have control of our outbound smtp server, so I can't track it there. Thanks in advance, Ryan Thompson

2 1

Few questions ;)
by Ivica Mustapic 07 May '04

07 May '04

Hi all, I am still looking for a way to solve following questions. Any suggestions? 1. Is it possible to have a notification like this: ---------------------------- Send me a notification if a customer sends a follow up to any ticket in "My Queues" (even if I'm not the owner of the ticket). ---------------------------- 2. Is it possible to search for or have a Queue view that has "all tickets modified today" option. 3. Is it possible to search incoming email for the string "Accounted time: 10" and then add that info to the ticket (ie. using PostMaster Filter Modules). Thanks Ivica

2 1

RE: [otrs] Introduction
by Lars Monsees 07 May '04

07 May '04

(snip) > > Cool. I think it would make sense to change the terminology on the > preferences screen to match what is in the agent view. > Ack. >> Whatever you select in your agents preferences under 'custom queues' >> is used to select unlocked tickets from and to show these in your >> personal queue. >> > > Right, thanks. > > What is the state of play re: maintenance of OTRS? Are there lots of > folks at work on the code & documentation? > As always, I guess there could be more. If you want to contribute you could perhaps send an mail to 'info(a)otrs.de'. (snip) > > Thanks for your help Lars. > De nada =) > M

1 0

RE: [otrs] Introduction
by Lars Monsees 07 May '04

07 May '04

> Hi Lars, > > Lars Monsees wrote: > >> The personal queue is used to show tickets that are not locked > > and in one of the queues you declared as your "personal queues". > > So, this is just a compilation of tickets you might be interested > > in. > > > > I don't understand what you mean when you say "declared as one of your > personal queues." In the preferences I can see a list of 'custom > queues' however: > Sorry for being unprecise. Nevertheless, you found what I meant =) > For my agent 'custom queues' contains the queue 'support'. The > support queue has 3 new items but my personal queue is empty. > Is the queue 'support' just listed or have you also selected it (just to make sure)? If it is selected and the tickets in that queue are not locked then they should appear in your personal queue. > Maybe personal queues are not custom queues? If not, where are > personal queues defined? And what are custom queues? > Whatever you select in your agents preferences under 'custom queues' is used to select unlocked tickets from and to show these in your personal queue. > I'm confused... > Me too, sometimes =) >> When you lock a ticket, you can actually see it by clicking on > > locked tickets" in the upper right corner. And as this ticket > > is locked, it isn´t shown in your personal queue anymore. > Otherwise, > agents who have that specific queue in their personal > queue too, > would see this ticket. >> > > Does locking an item imply ownership? In most ticketing systems I > have used you have verbs like "Take" and "Release" to imply that you > are taking/giving up ownership of the issue. > Yes (Actually an agent remains the owner (also when the ticket is unlocked) until some other agent locks the ticket and therefore becomes the new owner). > Regards, > > Matt

4 4

RE: [otrs] Introduction
by Lars Monsees 07 May '04

07 May '04

(snip) >> >> My first question is about locking & the agent personal queue. I've >> searched the manual and cannot find reference to either of these. >> @Robert: Maybe this should be documented in the manual/FAQ? I had the same problems understanding this feature at the beginning. >> If I see a ticket in a queue and click "lock" I assumed it would be >> moved to my personal queue. But what actually happens is that I end >> up with a flashing "You have 1 new message" message. My personal >> queue is empty. >> >> My personal queue is never offered in the "Change queue" drop down >> for tickets. >> >> So my question is: What (& why) is the personal queue? >> > > The personal queue is used to show tickets that are not locked and in > one of the queues you declared as your "personal queues". So, this is > just a compilation of tickets you might be interested in. > When you lock a ticket, you can actually see it by clicking on > "locked tickets" in the upper right corner. And as this ticket is > locked, it isn´t shown in your personal queue anymore. Otherwise, > agents who have that specific queue in their personal queue too, > would see this ticket. > > > > Lars > > >> Thanks, >> >> Matt

2 1

Stop the flashing!!
by Matt Mower 07 May '04

07 May '04

Hi, Please, PLEASE, can someone tell me how to stop OTRS using flashing text for queues with items? Thanks, Matt -- Evectors Software Email:matt@evectors.com Web:http://www.evectors.com Tel:+44-(0)7977-076-709 Blog:http://matt.blogs.it/

2 2

RE: [otrs] Introduction
by Lars Monsees 07 May '04

07 May '04

> Hi folks, > Hi Matt > Quick intro: I am Matt Mower, from Evectors software. We're based in > London and Italy and develop Knowledge Management software for > collaboration, innovation and goal management. > > We're just starting to evaluate OTRS (installed on Linux/MySQL) for > managing incoming email support & sales inquiries. So far it looks > promising but rather daunting. > > My first question is about locking & the agent personal queue. I've > searched the manual and cannot find reference to either of these. > > If I see a ticket in a queue and click "lock" I assumed it would be > moved to my personal queue. But what actually happens is that I end > up with a flashing "You have 1 new message" message. My personal > queue is empty. > > My personal queue is never offered in the "Change queue" drop down for > tickets. > > So my question is: What (& why) is the personal queue? > The personal queue is used to show tickets that are not locked and in one of the queues you declared as your "personal queues". So, this is just a compilation of tickets you might be interested in. When you lock a ticket, you can actually see it by clicking on "locked tickets" in the upper right corner. And as this ticket is locked, it isn´t shown in your personal queue anymore. Otherwise, agents who have that specific queue in their personal queue too, would see this ticket. Lars > Thanks, > > Matt

2 1

Introduction
by Matt Mower 07 May '04

07 May '04

Hi folks, Quick intro: I am Matt Mower, from Evectors software. We're based in London and Italy and develop Knowledge Management software for collaboration, innovation and goal management. We're just starting to evaluate OTRS (installed on Linux/MySQL) for managing incoming email support & sales inquiries. So far it looks promising but rather daunting. My first question is about locking & the agent personal queue. I've searched the manual and cannot find reference to either of these. If I see a ticket in a queue and click "lock" I assumed it would be moved to my personal queue. But what actually happens is that I end up with a flashing "You have 1 new message" message. My personal queue is empty. My personal queue is never offered in the "Change queue" drop down for tickets. So my question is: What (& why) is the personal queue? Thanks, Matt -- Evectors Software Email:matt@evectors.com Web:http://www.evectors.com Tel:+44-(0)7977-076-709 Blog:http://matt.blogs.it/

1 0

RE: [otrs] RE: Forwarding Error
by Thorsten Philipp 06 May '04

06 May '04

We use RH8 too. Today we upgradet to 1.2.3 (but problem existed before). Thorsten -----Original Message----- From: otrs-bounces(a)otrs.org on behalf of Lars Monsees Sent: Thu 5/6/2004 12:08 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] RE: Forwarding Error So what´s the differences between our systems and demo.otrs.org? We´re running otrs 1.2.3 (but problem already existed in 1.1.3) on a redhat 8 box. MySQL 3.23.58. otrs installed via rpm Lars > Hi Lars, > > this is what we experienced here too. But I didn't make the test up > till now so I didn't mention my assumtption. > > A possible workaround is to create an answer to the ticket and not > forwarding it. But this is not really a good one. > > Best regards > Thorsten > > > -----Original Message----- > From: otrs-bounces(a)otrs.org on behalf of Lars Monsees > Sent: Thu 5/6/2004 9:49 AM > To: User questions and discussions about OTRS. > Subject: [otrs] RE: Forwarding Error > > Hi Thorsten, > > I´ve got the same problem. I just discovered that I can forward > articles as long as the text is "test". When I forward a "real" > article with a lot more text I get the error. > > Therefore I created a test ticket and testet the forwarding with > different text lengths. The text itself was just a row of "test > test". To 1080 bytes forwarding works fine, with one column more > (1152 bytes) it fails. This problem doesn´t exist on the otrs demo > system. > > What could it be??? > > > >> Hi, >> >> when forwarding messages I get this error message at the GUI: >> ----------------------------------------------------------------- >> -ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed May 5 12:09:17 >> 2004 - >> -Message: Need ArticleType or ArticleTypeID! >> - >> -Traceback (11189): >> - Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) >> Line: 58 >> - Module: Kernel::Modules::AgentForward::SendEmail (v1.28) Line: 301 >> - Module: Kernel::Modules::AgentForward::Run (v1.28) Line: 88 >> - 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 >> ------------------------------------------------------------------ >> >> AgentFrontend->Systemlog prints this >> >> ------------------------------------------------------------------ >> - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Need ArticleType or >> ArticleTypeID! >> - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Unknown column 'NULLNULL' >> in 'where clause', SQL: 'SELECT ts.id, ts.name, ts.valid_id, >> ts.comments, ts.type_id, tst.name FROM ticket_state ts, >> ticket_state_type tst WHERE ts.type_id = tst.id AND ts.id = ??' >> ------------------------------------------------------------------ >> >> >> What's the problem ? Any hints ? >> >> >> Best regards >> 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] RE: Forwarding Error
by Lars Monsees 06 May '04

06 May '04

So what´s the differences between our systems and demo.otrs.org? We´re running otrs 1.2.3 (but problem already existed in 1.1.3) on a redhat 8 box. MySQL 3.23.58. otrs installed via rpm Lars > Hi Lars, > > this is what we experienced here too. But I didn't make the test up > till now so I didn't mention my assumtption. > > A possible workaround is to create an answer to the ticket and not > forwarding it. But this is not really a good one. > > Best regards > Thorsten > > > -----Original Message----- > From: otrs-bounces(a)otrs.org on behalf of Lars Monsees > Sent: Thu 5/6/2004 9:49 AM > To: User questions and discussions about OTRS. > Subject: [otrs] RE: Forwarding Error > > Hi Thorsten, > > I´ve got the same problem. I just discovered that I can forward > articles as long as the text is "test". When I forward a "real" > article with a lot more text I get the error. > > Therefore I created a test ticket and testet the forwarding with > different text lengths. The text itself was just a row of "test > test". To 1080 bytes forwarding works fine, with one column more > (1152 bytes) it fails. This problem doesn´t exist on the otrs demo > system. > > What could it be??? > > > >> Hi, >> >> when forwarding messages I get this error message at the GUI: >> ----------------------------------------------------------------- >> -ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed May 5 12:09:17 >> 2004 - >> -Message: Need ArticleType or ArticleTypeID! >> - >> -Traceback (11189): >> - Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) >> Line: 58 >> - Module: Kernel::Modules::AgentForward::SendEmail (v1.28) Line: 301 >> - Module: Kernel::Modules::AgentForward::Run (v1.28) Line: 88 >> - 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 >> ------------------------------------------------------------------ >> >> AgentFrontend->Systemlog prints this >> >> ------------------------------------------------------------------ >> - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Need ArticleType or >> ArticleTypeID! >> - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Unknown column 'NULLNULL' >> in 'where clause', SQL: 'SELECT ts.id, ts.name, ts.valid_id, >> ts.comments, ts.type_id, tst.name FROM ticket_state ts, >> ticket_state_type tst WHERE ts.type_id = tst.id AND ts.id = ??' >> ------------------------------------------------------------------ >> >> >> What's the problem ? Any hints ? >> >> >> Best regards >> 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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RE: [otrs] RE: Forwarding Error
by Thorsten Philipp 06 May '04

06 May '04

Hi Lars, this is what we experienced here too. But I didn't make the test up till now so I didn't mention my assumtption. A possible workaround is to create an answer to the ticket and not forwarding it. But this is not really a good one. Best regards Thorsten -----Original Message----- From: otrs-bounces(a)otrs.org on behalf of Lars Monsees Sent: Thu 5/6/2004 9:49 AM To: User questions and discussions about OTRS. Subject: [otrs] RE: Forwarding Error Hi Thorsten, I´ve got the same problem. I just discovered that I can forward articles as long as the text is "test". When I forward a "real" article with a lot more text I get the error. Therefore I created a test ticket and testet the forwarding with different text lengths. The text itself was just a row of "test test". To 1080 bytes forwarding works fine, with one column more (1152 bytes) it fails. This problem doesn´t exist on the otrs demo system. What could it be??? > Hi, > > when forwarding messages I get this error message at the GUI: > ----------------------------------------------------------------- > -ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed May 5 12:09:17 > 2004 - > -Message: Need ArticleType or ArticleTypeID! > - > -Traceback (11189): > - Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) > Line: 58 > - Module: Kernel::Modules::AgentForward::SendEmail (v1.28) Line: 301 > - Module: Kernel::Modules::AgentForward::Run (v1.28) Line: 88 > - 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 > ------------------------------------------------------------------ > > AgentFrontend->Systemlog prints this > > ------------------------------------------------------------------ > - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Need ArticleType or > ArticleTypeID! > - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Unknown column 'NULLNULL' > in 'where clause', SQL: 'SELECT ts.id, ts.name, ts.valid_id, > ts.comments, ts.type_id, tst.name FROM ticket_state ts, > ticket_state_type tst WHERE ts.type_id = tst.id AND ts.id = ??' > ------------------------------------------------------------------ > > > What's the problem ? Any hints ? > > > Best regards > 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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RE: Forwarding Error
by Lars Monsees 06 May '04

06 May '04

Hi Thorsten, I´ve got the same problem. I just discovered that I can forward articles as long as the text is "test". When I forward a "real" article with a lot more text I get the error. Therefore I created a test ticket and testet the forwarding with different text lengths. The text itself was just a row of "test test". To 1080 bytes forwarding works fine, with one column more (1152 bytes) it fails. This problem doesn´t exist on the otrs demo system. What could it be??? > Hi, > > when forwarding messages I get this error message at the GUI: > ----------------------------------------------------------------- > -ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed May 5 12:09:17 > 2004 - > -Message: Need ArticleType or ArticleTypeID! > - > -Traceback (11189): > - Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) > Line: 58 > - Module: Kernel::Modules::AgentForward::SendEmail (v1.28) Line: 301 > - Module: Kernel::Modules::AgentForward::Run (v1.28) Line: 88 > - 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 > ------------------------------------------------------------------ > > AgentFrontend->Systemlog prints this > > ------------------------------------------------------------------ > - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Need ArticleType or > ArticleTypeID! > - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Unknown column 'NULLNULL' > in 'where clause', SQL: 'SELECT ts.id, ts.name, ts.valid_id, > ts.comments, ts.type_id, tst.name FROM ticket_state ts, > ticket_state_type tst WHERE ts.type_id = tst.id AND ts.id = ??' > ------------------------------------------------------------------ > > > What's the problem ? Any hints ? > > > Best regards > Thorsten Philipp

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RE: [otrs] Modify otrs
by Lars Monsees 06 May '04

06 May '04

> thanks you > > already add the attribute, but now i wish see the attribute in the > result of the a serch how i can to do this, by this i need the > documentation of the lenguage > Please tell a little bit more. What did you exactly do to this point? Which language do you mean? > Thanks you > > > Mensaje citado por Lars Monsees <l.monsees(a)atlantisgmbh.de>: > >> Hello Leonardo >> >>> Hi list >>> >>> i wish to modify the database add a data in one table >>> it already modifies the table, But i not like modify the interfaz >>> for >> >> Do you want to change the CustomerUser mapping (have a look at >> http://doc.otrs.org/1.2/en/html/customer-user-backend.html#AEN767)? >> >> >>> add the information to the table, i whish to know the lenguage >>> please they can to send to me some information or links >> >> The language otrs was written in is Perl - but I guess you mean >> something different... >> >> >>> >>> Thanks you. >>> >>> 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/ >> _______________________________________________ >> 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/

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Forwarding Error
by Thorsten Philipp 06 May '04

06 May '04

Hi, when forwarding messages I get this error message at the GUI: ----------------------------------------------------------------- -ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed May 5 12:09:17 2004 - -Message: Need ArticleType or ArticleTypeID! - -Traceback (11189): - Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) Line: 58 - Module: Kernel::Modules::AgentForward::SendEmail (v1.28) Line: 301 - Module: Kernel::Modules::AgentForward::Run (v1.28) Line: 88 - 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 ------------------------------------------------------------------ AgentFrontend->Systemlog prints this ------------------------------------------------------------------ - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Need ArticleType or ArticleTypeID! - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Unknown column 'NULLNULL' in 'where clause', SQL: 'SELECT ts.id, ts.name, ts.valid_id, ts.comments, ts.type_id, tst.name FROM ticket_state ts, ticket_state_type tst WHERE ts.type_id = tst.id AND ts.id = ??' ------------------------------------------------------------------ What's the problem ? Any hints ? Best regards Thorsten Philipp

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RE: [otrs] Modify otrs
by Lars Monsees 05 May '04

05 May '04

Hello Leonardo > Hi list > > i wish to modify the database add a data in one table > it already modifies the table, But i not like modify the interfaz for Do you want to change the CustomerUser mapping (have a look at http://doc.otrs.org/1.2/en/html/customer-user-backend.html#AEN767)? > add the information to the table, i whish to know the lenguage please > they can to send to me some information or links The language otrs was written in is Perl - but I guess you mean something different... > > Thanks you. > > 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/

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Re: [otrs] Is it possible to re-open closed tickets
by unbekennt X 05 May '04

05 May '04

Jorick, Another 2c ;) I would recommend that you do *not* rely on autoclose - since this will mess up any ability later to measure your resolution time statistics accurately. It is better IMO, to take the "risk" of closing too soon and having a reopening that points at quality problems than not having the ability to measure resolution time. Matthew >From: Jorick Astrego <j.astrego(a)qualityonline.com> >Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >To: otrs(a)otrs.org >Subject: Re: [otrs] Is it possible to re-open closed tickets >Date: Wed, 5 May 2004 18:10:52 +0200 > > >> We have some tickets that were closed but after a couple of days > >> there some issues came up. I would like to re-open the tickets and > >> finish them correctly. > >> > > > >Do you mean that the customer sent further mails or do you just want to >add something? > >In the second case I would suggest you to search the tickets via the >utilities page. > >Then you can lock the tickets and add a note. > > > >Lars > >Well adding notes would be a partial solution, but we need to keep track >of the status again when the issue doesn't appear to be resolved.... The >2c from Mattew in a message later makes me wonder if we really want to >re-open the tickets. I think I better instruct everyone not to close >tickets to soon but put them on auto close and open a new ticket for a >problem that isn't fixed afterall. They just have to put in a reference to >the older ticket IMO. > >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 >_______________________________________________ >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/ _________________________________________________________________ Block pop-up ads in a jiffy - get MSN Toolbar! http://toolbar.msn.co.za?DI=1054&XAPID=2083

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RE: [otrs] Ticket replies: Doesn't work as I thought
by Tyler Hepworth 05 May '04

05 May '04

> -----Original Message----- > From: Duarte Cordeiro [mailto:duarte.cordeiro@cm-lisboa.pt] > Sent: Wednesday, May 05, 2004 5:26 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Ticket replies: Doesn't work as I thought > > > > > > > > > > Hi, > > > > > > Sometimes we want to get more information from our users. We hit > > > reply, and they receive a email with: > > > Assunto: [TN#: 10535] Re: ....... > > > > > > This is fine, but later, the user replies to this ticket, > and a new > > > one is created: > > > Assunto:RE: [TN#: 10535] Re: ... > > > The message subject is identical, only with a Re: before. > but a new > > > ticket is created (in this example, #10546) > > > > > > What am I doing wrong ? > > > > > > > Check the queue settings in the admin-area. > > What is 'Follow up option' set to? > > > Follow up Option: possible > POP3 Account is trusted and dispatches to a specific queue ( > don't know if its relevant or not) Have you messed with the ticket number generation scheme at all? I didn't like the large ticket numbers generated by any of the default options, so I created my own scheme. After that, the tickets had the same problem you describe. I had to go back to using of of the defaults. Hth, Tyler

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Re: [otrs] Is it possible to re-open closed tickets
by Jorick Astrego 05 May '04

05 May '04

>> We have some tickets that were closed but after a couple of days >> there some issues came up. I would like to re-open the tickets and >> finish them correctly. >> > >Do you mean that the customer sent further mails or do you just want to add something? >In the second case I would suggest you to search the tickets via the utilities page. >Then you can lock the tickets and add a note. > >Lars Well adding notes would be a partial solution, but we need to keep track of the status again when the issue doesn't appear to be resolved.... The 2c from Mattew in a message later makes me wonder if we really want to re-open the tickets. I think I better instruct everyone not to close tickets to soon but put them on auto close and open a new ticket for a problem that isn't fixed afterall. They just have to put in a reference to the older ticket IMO. 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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RE: [otrs] New OTRS user Question.
by Lars Monsees 05 May '04

05 May '04

> I have just setup a new OTRS system and created a Queue. When I go > into the customer interface they have a pull down showing all the > Queues including Junk, admin etc. How can I force them to a single > queue? > Add your queues in Kernel/Config.pm # CustomerPanelOwnSelection # (If this is in use, "just this selection is valid" for the CustomMessage.) $Self->{CustomerPanelOwnSelection} = { # # QueueID => String > Thanks. > > Michael Lough > Tech Support Engineer > Acopia Networks > www.acopia.com > > > > DISCLAIMER: The information contained in this e-mail is confidential > and is intended solely for the review of the named addressee, and in > conjunction with specific Acopia Networks business. Any review, > retransmission, dissemination or other use of, or taking of any > action in reliance upon, this information by persons or entities > other than the intended recipient is prohibited. If you are unable to > treat this information accordingly, or are not the intended > recipient, please notify us immediately by returning the e-mail to > the originator.

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New OTRS user Question.
by Michael D. Lough 05 May '04

05 May '04

I have just setup a new OTRS system and created a Queue. When I go into the customer interface they have a pull down showing all the Queues including Junk, admin etc. How can I force them to a single queue? Thanks. Michael Lough Tech Support Engineer Acopia Networks www.acopia.com -------------------------------------------------------- DISCLAIMER: The information contained in this e-mail is confidential and is intended solely for the review of the named addressee, and in conjunction with specific Acopia Networks business. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are unable to treat this information accordingly, or are not the intended recipient, please notify us immediately by returning the e-mail to the originator.

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Modify otrs
by Leonardo Amezquita 05 May '04

05 May '04

Hi list i wish to modify the database add a data in one table it already modifies the table, But i not like modify the interfaz for add the information to the table, i whish to know the lenguage please they can to send to me some information or links Thanks you. Leonardo Amezquita Tecnico de Operaciones Ubiquando Ltda

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RE: [otrs] Is it possible to re-open closed tickets
by unbekennt X 05 May '04

05 May '04

Just my 2c Re-opening is something that you may want to think about a bit since in some respects it may reflect a support-quality issue that you perhaps want to keep track of. So perhaps re-openings should be tagged in some way so that you can take a look at any kind of pattern or trend. Matthew >From: Jorick Astrego <j.astrego(a)qualityonline.com> >Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >To: otrs(a)otrs.org >Subject: [otrs] Is it possible to re-open closed tickets >Date: Wed, 5 May 2004 12:30:49 +0200 > >We have some tickets that were closed but after a couple of days there >some issues came up. I would like to re-open the tickets and finish them >correctly. > >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.nl >_______________________________________________ >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/ _________________________________________________________________ Search the Net from any Web page - get MSN Toolbar! http://toolbar.msn.co.za?DI=1054&XAPID=2083

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RE: [otrs] Ticket replies: Doesn't work as I thought
by Lars Monsees 05 May '04

05 May '04

> Hi, > > Sometimes we want to get more information from our users. We hit > reply, and they receive a email with: > Assunto: [TN#: 10535] Re: ....... > > This is fine, but later, the user replies to this ticket, and a new > one is created: > Assunto:RE: [TN#: 10535] Re: ... > The message subject is identical, only with a Re: before. > but a new ticket is created (in this example, #10546) > > What am I doing wrong ? > Check the queue settings in the admin-area. What is 'Follow up option' set to? Lars > Thanks in advance, > > Duarte Cordeiro

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RE: [otrs] Is it possible to re-open closed tickets
by Lars Monsees 05 May '04

05 May '04

> We have some tickets that were closed but after a couple of days > there some issues came up. I would like to re-open the tickets and > finish them correctly. > Do you mean that the customer sent further mails or do you just want to add something? In the second case I would suggest you to search the tickets via the utilities page. Then you can lock the tickets and add a note. Lars > 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.nl

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Is it possible to re-open closed tickets
by Jorick Astrego 05 May '04

05 May '04

We have some tickets that were closed but after a couple of days there some issues came up. I would like to re-open the tickets and finish them correctly. 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.nl

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RE: [otrs] Ticket listing order
by Lars Monsees 05 May '04

05 May '04

Yes, sure. > Hey guys, > > Is it possible to have the tickets list in order of oldest to newest? > > Stefan

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Ticket listing order
by Stefan Testa 04 May '04

04 May '04

Hey guys, Is it possible to have the tickets list in order of oldest to newest? Stefan

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RE: [otrs] Help With Customer Interface/Permissions
by Tyler Hepworth 03 May '04

03 May '04

L. Mark Stone wrote: > On Mon, 2004-05-03 at 12:49, Tyler Hepworth wrote: >>> Error: Unknown table 'queue' in where clause, SQL: 'update ticket >>> set customer_id = ClientIDName >>> where >>> queue.id = ticket.queue_id and >>> queue.name = "First Client Name::Incoming"' >>> >> >> >> Yes, it exists, but the sql query doesn't know where to find it >> because I forgot to specify it. >> >> Query needs to be this >> >> >> update ticket,queue >> set ticket.customer_id = ClientIDName >> where >> queue.id = ticket.queue_id and >> queue.name = "First Client Name::Incoming"' >> > > Hi Tyler, > > Well it helped in that I now have a different error! ;-) > > Error: Unknown column 'ClientIDName' in 'field list', SQL: 'update > ticket, queue set ticket.customer_id = ClientIDName > where > queue.id = ticket.queue_id and > queue.name = "First Client Name::Incoming" > > Any ideas? And thanks for your time on this! Surround ClientIDName with ' ' so that MySQL will recognize it as a value. Without the quotes it is trying to interpret it as a column in a table. Hth, Tyler

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RE: [otrs] Help With Customer Interface/Permissions
by Tyler Hepworth 03 May '04

03 May '04

> Error: Unknown table 'queue' in where clause, SQL: 'update ticket > set customer_id = ClientIDName > where > queue.id = ticket.queue_id and > queue.name = "First Client Name::Incoming"' > Yes, it exists, but the sql query doesn't know where to find it because I forgot to specify it. Query needs to be this update ticket,queue set ticket.customer_id = ClientIDName where queue.id = ticket.queue_id and queue.name = "First Client Name::Incoming"' Hth, Tyler

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Re: [otrs] An answer: statistics
by unbekennt X 03 May '04

03 May '04

Perhaps they could think of linking it with a free package like VisualStats? www.visualstats.org >From: "Robert Kehl" <robert.kehl(a)otrs.de> >Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Subject: Re: [otrs] An answer: statistics >Date: Mon, 3 May 2004 14:03:27 +0200 > >On Friday, April 16, 2004 11:31 AM >Peter Didenko <kip(a)masterhost.ru> wrote: > > Is there any ready to > > use statistics packages available from OTRS team or from any other > > developers/OTRS users? I believe, this is very actual question, but I > > found no any information on this. > >At current we do not provide extensive reporting nor rich statistical >functions. There is a group of members of this mailing list working on >more precise capabilities. > >Regards, > >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/ _________________________________________________________________ Get fast inbox relief with Hotmail Extra Storage! http://join.msn.com/?pgmarket=en-xe

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RE: [otrs] Pending Auto Close Question
by Tyler Hepworth 03 May '04

03 May '04

Erik Mathis wrote: > The plus is for completed successfully and the minus is for > unsuccessfully closed. Thanks! :-) Tyler

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RE: [otrs] Help With Customer Interface/Permissions
by Tyler Hepworth 03 May '04

03 May '04

L. Mark Stone wrote: > Is there a way to change the Customer ID for every existing > ticket on a per queue basis? (We have thousands of tickets > in our database already, so changing each one manually is not very > attractive!) You are right manual labor is not attractive. Fortunately, SQL is our friend and makes an automated process easy. Here is an SQL query that will select the queue name and customer id for each ticket associated with a particular queue select queue.name, ticket.customer_id from queue, ticket where queue.id = ticket.queue_id and queue.name = 'ClientA-Mgt' This demonstrates how easy it is to find the customer id for every ticket in a queue you specify. Change the statement a little bit and you can easily update the customer_id: ** Warning this code is not tested. Use at your own risk. ** update ticket set customer_id = 'ClientA-Mgt' where queue.id = ticket.queue_id and queue.name = 'ClientA-Mgt' ** You have been warned ** Change queue.name = ' ' for each of your three companies and run the query for each. Voila! You have updated thousands of tickets in a matter of seconds (or destroyed them if you are not careful ;-). To make this even easier (what agent wants to manually set each customer id as a ticket comes in?) you could create a simple perl script that contains the sql code in it. Then, set the script in a cron to run at periodic intervals. Your tickets will automatically be changed for you at the specified interval and you won't have to lift a finger. Cheers, Tyler

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Email confusions?
by Mike Dent 03 May '04

03 May '04

Hi, forgive what may turn out to be a silly question. I have installed otrs on a Redhat 9.0 box. This PC is a 'root server' which is hosted in a datacenter somewhere! Actually Germany I think (1 & 1). I started trying to get RT working on this system but ran in to too many dependency problems. So I looked at OTRS and it seemed easier to install. At the time I was trying RT I set up a host rt.mysystem.com which is the same IP address as mysystem.com. The web interface to otrs all works fine now, and the command line email test cat /opt/otrs/doc/test-email-1.box | /opt/otrs/bin/PostMaster.pl works ok too. However, I would like to assign helpdesk users & queues to the system, who will get mail for user(a)rt.mysystem.com , without having to have linux accounts setup on mysystem.com , is this possible? At the moment if I email a email address I have setup on rt.mysystem.com like faults(a)rt.mysystem.com which points to the 'faults' queue, I get a bounce back: Hi. This is the qmail-send program at mystsystem.com. I'm afraid I wasn't able to deliver your message to the following addresses. This is a permanent error; I've given up. Sorry it didn't work out. <faults(a)rt.mysystem.com>: Sorry, no mailbox here by that name. (#5.1.1) Obviously I'd like this to go to the faults queue. Thanks Mike p.s. mysystem.com is not my real host

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An answer: statistics
by Peter Didenko 03 May '04

03 May '04

Hello, We are using OTRS in a corporate environment. Our operators sending his answers to clients using OTRS. I want to have some statistics for each operator: how many tickets/articles they answered during the period, average time for the one answer, average articles number within the ticket and so on like this. Is there any ready to use statistics packages available from OTRS team or from any other developers/OTRS users? I believe, this is very actual question, but I found no any information on this. Thank you. -- Peter

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[Fwd: filtering spam by header and manually]
by Damian Fuentes 03 May '04

03 May '04

don't think anyone answered this, anyone got any ideas. much appreciated. -----Forwarded Message----- From: Damian Fuentes <damian(a)evite.com> To: otrs(a)otrs.org Subject: filtering spam by header and manually Date: Fri, 16 Apr 2004 14:21:15 -0700 I'm trying to filter pre-screened spam and also filter spam using Spamassassin, here are the filters in default.pm that i'm using: $Self->{'PostMaster::PreFilterModule'}->{'4-MatchSpamMatch'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { 'X-Spam-Status' => 'Yes', }, Set => { 'X-OTRS-Queue' => 'spam', }, }; $Self->{'PostMaster::PreFilterModule'}->{'5-SpamAssassin'} = { Module => 'Kernel::System::PostMaster::Filter::CMD', CMD => '/usr/bin/spamassassin | grep -i "X-Spam-Status: yes"', Set => { 'X-OTRS-Queue' => 'spam', }, }; I am getting false positives and false negatives with these filters. What i might be doing wrong? -- Damian Fuentes Associate Systems Administrator Evite.com (310) 360-2481 damian(a)evite.com - And all was good in the wonderful land of Linux.

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subqueue filter
by Damian Fuentes 03 May '04

03 May '04

I have filters setup in default.pm using the match.pm modules. How do I filter to a subqueue? When i put: Set => { 'X-OTRS-Queue' => 'Address Book', }, if a main queue is 'Host' and a subqueue under that is 'Address Book', what would i put as the queue in the filter above? Is it formatted 'queue:subqueue' or 'queue/subqueue', or does it not support that yet? Thanks again. -- Damian Fuentes Associate Systems Administrator Evite.com - And all was good in the wonderful land of Linux.

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Pending Auto Close Question
by Tyler Hepworth 03 May '04

03 May '04

I see there are two Auto Close options Pending auto close+ Pending auto close- What is the difference? Why a + for one and a - for the other? Thanks, Tyler

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how to change user localhost as default
by marc＠mercator.net 03 May '04

03 May '04

I am new to OTRS, just installed the new version. I have sooo many questions, but let´s start with 1 or a few only. Besides my questions, the manual is - in my opinion - too detailed. I mean, there are many things HOW to configure the files and the system, but I would like to have answered some standard questions, such as: - how to respond to new tickets? Move them first to another queue or lock them first for a specific user or what? Anyway, this is my main question: I log in as "root@localhost". I know I should NOT!! But when I log in as a user I created, I cannot change priority for a mail or so, because it says: "mail is of user "root@localhost" permission" or somethin similar!! SO.. how can I EITHER log in as a user and have full "root@localhost" access (I put all permissions for this user) OR how can I change the user "root@localhost" to another user so that the mails that come in as a new ticket belong to this user? To explain better: we are only two people, working with OTRS. I don´t want to log in as root and set priority, permissions etc and then log in as another user again and work on the mails/tickets. If there is another/better manual out there besides the ones on otrs.org, please let me know! Thanks, Marc

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few more questions
by Damian Fuentes 03 May '04

03 May '04

I have to say, this ticketing system is one of the best feature filled of all available open-source ticket based projects. We appreciate all the work you guys are doing. I had another question: Is there a way to view the contents of a whole ticket without having to 'Print' it? Like, I would like to see the whole thread in one page. Also, I'm looking for more advanced reporting options, I like the simple numbers and GD graphs but I would like to get some more specific statistics ie. number of total(and per agent) tickets closed per day, week, month, and year. What are my options? I know i could gut the code myself but is there anything that someone has made for those type of stats or is there a third party project on freshmeat or sourgeforge that might help. I've already searched but to no avail. Thanks a lot for all the help. -- Damian Fuentes Associate Systems Administrator Evite.com (310) 360-2481 damian(a)evite.com - And all was good in the wonderful land of Linux.

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Version Change Management
by Tyler Hepworth 03 May '04

03 May '04

Is there a way to keep custom code separate from the default so that it is not lost when I upgrade to a new version? For example, I made extensive changes to sync2ldap in User.pm so it would work correctly with my setup. How can those changes survive upgrades without having to rewrite the code in the newer files? Thanks, Tyler Hepworth

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RE: [otrs] Help With Customer Interface/Permissions
by Tyler Hepworth 01 May '04

01 May '04

L. Mark Stone wrote: > > Unfortunately, this customer user sees no existing tickets > when they log in. They only see tickets that they themselves create. > > What have we done wrong? The tickets that are displayed are determined by what is set in the field "CustomerID". If you want a manager to see tickets from multiple individuals, then CustomerID has to be the same in all of the tickets that come in - regardless of who they are from. Let's use "Manager A" as an example: Open up the Admin Area. Got to "Customer User". Find "Manager A's" profile. Click on change. In the customer id field, set it to something unique like "managerA" (boy aren't I creative). Then, every ticket that comes in (regardless of who it is from), has to have "managerA" set in the CustomerID field if you want "Manager A" to see those tickets. Hth, Tyler

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RE: [otrs] How to run Cron Jobs as otrs user
by Tyler Hepworth 30 Apr '04

30 Apr '04

Erik Mathis wrote: > I think you need to edit /opt/otrs/var/cron/fetchmail and then > restart otrs. Restart otrs. Yes, that did the trick. Thank you!!!!!!!! Sheesh, some answers are much too simple. Tyler

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Help With Customer Interface/Permissions
by L. Mark Stone 30 Apr '04

30 Apr '04

I've been fussing around for most of the past two days with the Customer front end, and I'm a bit stuck. Probably I have just confused myself... ::Our Setup:: We use OTRS to take care of all of our clients' tickets. For each client, we create an email account called "trouble(a)client.com" that OTRS fetches via POP3. For each client, we have a top queue with the name of the client (we do not use this queue for tickets) and underneath we have three sub-queues: Incoming, Closed and Invoiced. When OTRS fetches emails to create new tickets, they are dispatched by queue to each client's Incoming queue. When an agent finishes with the ticket, he/she moves the ticket from the client's Incoming queue to the client's Closed queue, after creating an Internal Note listing the time spent and billing rate. (Note that the ticket state in OTRS is still "Open"). Our Billing Department looks for tickets in all clients' Closed queues. When they find one, they enter the billing information into our accounting system manually, move the ticket to the Invoiced queue, and then change the state of the ticket in OTRS to "Closed". ::Our Challenges:: We want to allow a manager from each client to look at all tickets in that client's Incoming, Closed and Invoiced queues. We don't want this client manager to see any internal notes however. ::What We've Done So Far:: We successfully modified Config.pm to manage CustomerUsers. We set up Groups called "ClientA-Mgt", "ClientB-Mgt" etc., and and assigned these groups to each client's Incoming, Closed and Invoiced queues. We also made all of our agents members of all of these groups with rw permissions We then set up a test ClientA customer user and gave him ro permissions to the ClientA-Mgt group. OTRS then gave him rw permission to the users group. Unfortunately, this customer user sees no existing tickets when they log in. They only see tickets that they themselves create. What have we done wrong? 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

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Help With CustomerGroupSupport Please
by L. Mark Stone 30 Apr '04

30 Apr '04

We are trying to enable a customer interface, but since we have many customers, we only want customers from Client A to see tickets in Client A's queues. We have read Chapter 10 carefully, and modified Config.pm according to the documentation, using a database backend. We searched the list archives as well. All we changed from the defaults in the documentation was we added two extra fields to the customer table. When we go to https://<otrswebserver>/otrs/index.pl?Action=AdminCustomerUserGroup and click on the Customer User <-> Groups link, we get an error "Sorry!, feature not activ!" The create customer user web interface works fine, but without the groups functionality, the customer user sees all of our clients' queues in the To: field when composing a new ticket. That's no good for us! Here is the relevant section of our Config.pm; what did we do wrong? Thanks! # ShowCustomerInfo* # (show customer user info on Compose (Phone and Email), Zoom and Queue view) # Added by L. Mark Stone 29 April 2004. See Chapter 10 of the documentation. $Self->{ShowCustomerInfoCompose} = 1; $Self->{ShowCustomerInfoZoom} = 1; $Self->{ShowCustomerInfoQueue} = 0; # This is the auth. module againt the otrs db $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database Source', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', # Password => '', Table => 'customer_user', }, # customer uniq id CustomerKey => 'login', # customer # CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['login', 'first_name', 'last_name', 'company', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], # [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'phone', 1, 1, 'var' ], [ 'UserCompany', 'Company', 'company', 1, 0, 'var' ], [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=\ AgentCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'UserComment', 'Comment', 'comment', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; # CustomerGroupSupport (0 = compat. to OTRS 1.1 or lower) # (if this is 1, then you need to set the group <-> customer user # relations (ro/rw)! http://host/otrs/index.pl?Action=AdminCustomerUserGroup # otherway, each user is ro/rw in each group!) $Self->{CustomerGroupSupport} = 1; # CustomerGroupAlwaysGroups # (if CustomerGroupSupport is true and you don't want to manage # each customer user for this groups, then put the groups # for all customer user in there) # $Self->{CustomerGroupAlwaysGroups} = ['users', 'info']; # --------------------------------------------------- # # login and logout settings # # --------------------------------------------------- # # CustomerPanelLoginURL # (If this is anything other than '', then it is assumed to be the # URL of an alternate login screen which will be used in place of # the default one.) $Self->{CustomerPanelLoginURL} = ''; # $Self->{CustomerPanelLoginURL} = 'http://host.example.com/cgi-bin/login.pl'; # CustomerPanelLogoutURL # (If this is anything other than '', it is assumed to be the URL # of an alternate logout page which users will be sent to when they # logout.) $Self->{CustomerPanelLogoutURL} = ''; # $Self->{CustomerPanelLogoutURL} = 'http://host.example.com/cgi-bin/login.pl'; # CustomerPanelLostPassword # (use lost passowrd feature) $Self->{CustomerPanelLostPassword} = 1; # CustomerPanelCreateAccount # (use create cutomer account self feature) $Self->{CustomerPanelCreateAccount} = 1; # CustomerPriority # (If the customer can set the ticket priority) $Self->{CustomerPriority} = 1; # CustomerDefaultPriority # (default priority of new customer tickets) $Self->{CustomerDefaultPriority} = '3 normal'; # CustomerNextScreenAfterNewTicket # $Self->{CustomerNextScreenAfterNewTicket} = 'CustomerZoom'; $Self->{CustomerNextScreenAfterNewTicket} = 'CustomerTicketOverView'; # CustomerPanelSelectionType # (To: seection type. Queue => show all queues, SystemAddress => show all system # addresses;) [Queue|SystemAddress] $Self->{CustomerPanelSelectionType} = 'Queue'; # $Self->{CustomerPanelSelectionType} = 'SystemAddress'; # CustomerPanelSelectionString # (String for To: selection.) # use this for CustomerPanelSelectionType = Queue # $Self->{CustomerPanelSelectionString} = 'Queue: <Queue> - <QueueComment>'; $Self->{CustomerPanelSelectionString} = '<Queue>'; # use this for CustomerPanelSelectionType = SystemAddress # $Self->{CustomerPanelSelectionString} = '<Realname> <<Email>> - Queue: <Queue> - <QueueComment>'; # CustomerPanelOwnSelection # (If this is in use, "just this selection is valid" for the CustomMessage.) # $Self->{CustomerPanelOwnSelection} = { # # QueueID => String # '1' => 'First Queue!', # '2' => 'Second Queue!', # }; # --------------------------------------------------- # # notification email about new password # # --------------------------------------------------- # $Self->{CustomerPanelSubjectLostPassword} = 'New OTRS Password!'; $Self->{CustomerPanelBodyLostPassword} = " Hi <OTRS_USERFIRSTNAME>, You (or someone impersonating you) have requested to change your Reliable Networks Trouble Ticketing System password as follows: New Password: <OTRS_NEWPW> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl The Reliable Networks of Maine Trouble Ticketing System Automated Attendant "; # --------------------------------------------------- # # notification email about new account # # --------------------------------------------------- # $Self->{CustomerPanelSubjectNewAccount} = 'New OTRS Account!'; $Self->{CustomerPanelBodyNewAccount} = " Hi <OTRS_USERFIRSTNAME>, You (or someone impersonating you) have created a new Reliable Networks Trouble Ticketing System account for you, as follows: (<OTRS_USERFIRSTNAME> <OTRS_USERLASTNAME>). Login: <OTRS_USERLOGIN> Password: <OTRS_USERPASSWORD> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl The Reliable Networks of Maine Trouble Ticketing System Automated Attendant "; # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } -- _____________________________________________________________ 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

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How to run Cron Jobs as otrs user
by Tyler Hepworth 30 Apr '04

30 Apr '04

How do I install and run the cron jobs as the OTRS user? I do not have an the password for the OTRS user nor is there even a shell to login to as OTRS. I changed the postmaster cron to run every 1 minute instead of 10, but the changes have not taken effect. It still checks every 10 minutes. And, if I try to restart the cron service, I get one of the two following messages: When run as regular user: "No cronjobs in /home/tylerh/var/cron found! * Check the $HOME (/etc/passwd) of the OTRS user. It must be the root dir of your OTRS system (e. g. /opt/otrs)." If I try to run it as root, I get the following: "Run this script just as OTRS user! Or use 'Cron.sh {start|stop|restart} OTRS_USER'!" So, I type "Cron.sh restart OTRS" and still get the same message. Can someone please explain what I need to do to manage my cron?

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Too small LDAP fields
by Stefansen Espen 30 Apr '04

30 Apr '04

Hi I'm extracting customer info from LDAP, but some of the info is "broken off" with [..]. Is it possible to show the entire info without the brackets? And where will i be able to change this? Regards... Espen

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RE: [otrs] Attachment wrongly labelled
by Covert, Jake 29 Apr '04

29 Apr '04

Dan, Are you attachments being stored in the db or the filesystem? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* Daniel Seifert wrote: > Hi, > > since OTRS 1.1.3 up to 1.2.3 we notice a problem where attachments in > an incoming mail are not displayed correctly. > > Often customers write us in HTML mails and attach one or more files. > We end up getting a list of attachments where the name does regularly > not match the content. > > Example1: > > For plain-ascii mails with attachments, the list of attachments shows > the attachments + the ascii text: > > attach1.zip - the file attach1.zip I sent > file-1 - the ascii text of the message > > Technically speaking file-1 should not be there at all as it is the > actual message that is also displayed in OTRS. No need to have it in > the attachment list again (no email client would do it this way). At > least it could be named "Plain Ascii" or something like this. > > But we can live with this problem. Far more annoying is where Outlook > users send an html email with attachments. Here it can happen that > the attachments are labelled incorrectly, e.g. > > attach2.zip > file-2 > attach1.zip > file-1 > > When clicking on attach1.zip, I see the mail message, when clicking on > file-1 I get a zip file in OTRS. > > Again, the plain ascii part does not need to be displayed in the > attachment list. Also, the HTML part should be labelled as HTML.

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RE: [otrs] Suse setup questions
by Tyler Hepworth 28 Apr '04

28 Apr '04

> I setup OTRS via rpm on Suse. It works wonderfully. But, I have a few > questions about certain aspects of it. I noticed that the setup created a > system account for the user "otrs". What is the default password for this > account? Does the OTRS software depend on this user account and password, > or can I change the password to something else? > > Also, how do I restart the cron service found at /opt/otrs/bin/Cron.sh? > When I try to restart it via my regular user account, I get the following > message: > > "No cronjobs in /home/tylerh/var/cron found! * Check the $HOME > (/etc/passwd) of the OTRS user. It must be the root dir of your OTRS system > (e. g. /opt/otrs)." > > > If I try to run it as root, I get the following: > > "Run this script just as OTRS user! Or use 'Cron.sh {start|stop|restart} > OTRS_USER'!" > > So, I type "Cron.sh restart OTRS" and still get the same message. Can > someone please explain what I need to do to manage my cron? > > Thanks, > > > Tyler > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ Hi, im a bloody beginner in this tool (and trying 2 run it on m$ too) so i just can offer a suggestion... have you trie d it via su - otrs? just 2 ct. Li Yes, I have tried running it via su. No luck. Can anyone else tell me how to get cron restarted? Thanks, Tyler

1 0

Attachment wrongly labelled
by Daniel Seifert 28 Apr '04

28 Apr '04

Hi, since OTRS 1.1.3 up to 1.2.3 we notice a problem where attachments in an incoming mail are not displayed correctly. Often customers write us in HTML mails and attach one or more files. We end up getting a list of attachments where the name does regularly not match the content. Example1: For plain-ascii mails with attachments, the list of attachments shows the attachments + the ascii text: attach1.zip - the file attach1.zip I sent file-1 - the ascii text of the message Technically speaking file-1 should not be there at all as it is the actual message that is also displayed in OTRS. No need to have it in the attachment list again (no email client would do it this way). At least it could be named "Plain Ascii" or something like this. But we can live with this problem. Far more annoying is where Outlook users send an html email with attachments. Here it can happen that the attachments are labelled incorrectly, e.g. attach2.zip file-2 attach1.zip file-1 When clicking on attach1.zip, I see the mail message, when clicking on file-1 I get a zip file in OTRS. Again, the plain ascii part does not need to be displayed in the attachment list. Also, the HTML part should be labelled as HTML. -- Daniel Seifert <dseifert(a)gmx.de>

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