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cvsweb file access
by Brice Levy 17 Feb '04

17 Feb '04

It seems that I can not access the files from cvsweb, I get the following error : -- Error: Unexpected output from cvs co: cvs [checkout aborted]: Absolute module reference invalid: `/otrs/Kernel/Output/HTML/Agent.pm' Check whether the directory /home/cvs/CVSROOT exists and the script has write-access to the CVSROOT/history file if it exists. The script needs to place lock files in the directory the file is in as well. -- I can browse the tree, only the 'download' links report this error. I am behind a http proxy. I hope it is not on my side but I don't think so, as i could access cvs files previously from cvsweb Brice

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Updating to 1.2.1
by TWC|Mario Peschel 17 Feb '04

17 Feb '04

Hi all, I just updated to version 1.2.1. The update was successfull and OTRS works, but I get the following message from cron every 20 minutes: Can't load agent job file 'Kernel::Config::GenericAgent': No such file or directory Whats going wrong here? I also tried the Customer User Backend today, but when I access this site: http://localhost/otrs/index.pl?Action=AdminCustomerUser the load goes high and nothing happens: PID USER PRI NI SIZE RSS SHARE STAT %CPU %MEM TIME COMMAND 26860 www-data 19 0 53092 51M 2100 R 94.4 21.3 4:00 index.pl mysql's "SHOW PROCESSLIST" shows nothing. :-( This is my Config.pm: $Self->{CustomerUser} = { Name => 'My User Database', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN => 'DBI:mysql:database=database;host=localhost', User => 'username', Password => 'password', Table => 'my_user_table', }, CustomerKey => 'UserID', CustomerID => 'UserID', CustomerUserListFields => ['UserID','Vorname','Nachname','Email'], CustomerUserSearchFields => ['UserID', 'Nachname', 'Email'], CustomerUserPostMasterSearchFields => ['Email'], CustomerUserNameFields => ['Anrede', 'Vorname', 'Nachname'], Map => [ [ 'UserSalutation', 'Salutation', 'Anrede', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'Vorname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'Nachname', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'UserID', 1, 1, 'int' ], [ 'UserEmail','Email','Email', 1, 1, 'var','$Env{"CGIHandle"}?\ Action=AgentCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}' ], [ 'UserCustomerID', 'CustomerID', 'UserID', 0, 1, 'var' ], ], }; This is my table: CREATE TABLE my_user_table ( UserID int(9) NOT NULL auto_increment, Anrede varchar(255) NOT NULL default '', Vorname varchar(255) NOT NULL default '', Nachname varchar(255) NOT NULL default '', Email varchar(255) NOT NULL default '', PRIMARY KEY (UserID), KEY UserID (UserID) ) TYPE=MyISAM; By the way, how can I use the new FAQ tables and faq.pl? Is there any documentation yet? Regards, Mario

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RE: [otrs] 403 Forbidden
by Stefan Testa 16 Feb '04

16 Feb '04

Please disregard. I found my problem. I had to manually change the SetPermissions.sh to replace both instances of "nogroup" with "apache" (I'm running redhat 9. I hope this helps someone else. -----Original Message----- From: Stefan Testa Sent: Monday, February 16, 2004 5:40 PM To: otrs(a)otrs.org Subject: [otrs] 403 Forbidden I attempted to upgrade an existing OTRS 1.1 to the new 1.2, and it didn't seem to go so well. Everything on the checklist executed properly, but when I try to hit the site I get. 403 You don't have permission to access /otrs/index.pl on this server. I feel like it's something really silly that I just keep missing. I have checked the file permissions on /opt/otrs/bin/cgi-bin/* and everything looks good. I am running Apache 2.0.40 and can't find traces of otrs anywhere in the httpd.conf. Below is the content of /etc/httpd/conf.d/otrs.conf # -- # added for OTRS (http://otrs.org/) # -- # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders </Location> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 I very greatly appreciate any help that could be provided, Stefan _______________________________________________ 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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Allowing Users to See Requests from Others in Their Organization
by Jason Grigsby 16 Feb '04

16 Feb '04

Hello everyone, We've been looking for a new request tracking system. I'm having trouble discerning from the OTRS documentation whether or not OTRS supports one of our requirements. I hoped someone on this list might be able to help. We have many customers who are organization (e.g., ACME Company). Within each organization, there are several users who send us requests. One of the problems we have right now is the Joe and Sue from ACME Company don't talk to each other about their requests. Therefore, both Joe and Sue believe they should get their requests handled immediately without realizing that someone else from their company is ahead of them in the queue. What we would like is a system where Joe and Sue can see each other's requests but not any requests from other customer organizations. Is that possible with OTRS? Thank You, Jason

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Re: [otrs] Personal Queue / What is it good for?
by Robert L Mathews 16 Feb '04

16 Feb '04

At 2/16/04 3:00 AM, "Brice Levy" <brice.levy(a)6wind.com> wrote: >The personal queue is the queue of your 'favourite' queues. >You can configure in the preferences area which real queues belong to your >personal queue. >If you want to get notified of new tickets arriving in a queue, it must >belong to your personal queue. The term "personal queue" confused me at first, too -- it implies that it's a separate queue, unrelated to the others, but it's not. In our copy of OpenSRS I changed "personal queue" to "your queues", and it makes much more sense to us; my users understand what it means right away. Perhaps "your queues" would be a better phrase to use in the future. -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Configuration problem/question
by edukes＠alltel.net 16 Feb '04

16 Feb '04

Hello, I am new to OTRS and a little confused. I am running OTRS on a RedHat 9.0 system. I have installed OTRS 1.2. I am using the webform.pl for support ticket entry. I have three queues, billing, support and sales. I set up mail only accounts for these 3 queues as billing, support and sales. I have added them to the .fetchmailrc. I have tried to assign the queues in the pop3 account setup but it won't save the changes. I don't know if its a permissions problem or a bug. I tried to run the SetPermissions.sh but it complains about an invalid group of "nogroup". I tried editing the script to use "nobody" but it stll complains about an invalid group of "nogroup". What's up with that? OTRS will respond to tickets generated from the webform but the problem is if a ticket is sent in for "billing", the auto-response comes back from sales. Can anyone help me out? TIA

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403 Forbidden
by Stefan Testa 16 Feb '04

16 Feb '04

I attempted to upgrade an existing OTRS 1.1 to the new 1.2, and it didn't seem to go so well. Everything on the checklist executed properly, but when I try to hit the site I get. 403 You don't have permission to access /otrs/index.pl on this server. I feel like it's something really silly that I just keep missing. I have checked the file permissions on /opt/otrs/bin/cgi-bin/* and everything looks good. I am running Apache 2.0.40 and can't find traces of otrs anywhere in the httpd.conf. Below is the content of /etc/httpd/conf.d/otrs.conf # -- # added for OTRS (http://otrs.org/) # -- # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders </Location> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 I very greatly appreciate any help that could be provided, Stefan

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Planning for production site upgrade to version 1.2
by Lisa Shields 16 Feb '04

16 Feb '04

Hello there, We are eagerly anticipating some of the new capabilities in OTRS South Beach. I have a few advance-planning questions: (1) Will it be possible to set up a new 1.2 instance of OTRS and have it point to our existing mysql OTRS 1.1 database? - Is it possible to install & run 1.2 simulatneously with our current 1.1 instance? - Are there any database schema changes? (2) Has there been migration documentation produced? If the answer for (1) and (2) is yes and yes, then: beauty! If not, are you looking for a not-too-skillful volunteer site to be a guinea pig? best regards, thanks for OTRS! Lisa Lisa Shields hyperWALLET Systems Inc 302-750 West Pender St, Vancouver BC Canada V6C 2T8 1-604-482-0096 office 1-604-351-9634 mobile/sms lshields(a)hyperwallet.com -- http://www.fastmail.fm - Faster than the air-speed velocity of an unladen european swallow

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CustomerID text
by Gold, Steven T 16 Feb '04

16 Feb '04

OTRS version 1.2b2 Because I am trying to make it easy for my end users and techs, I want to use the 4-digit phone extension as the CustomerID. The only place I have not been able to replace the text (I am not changing the DATA field, just TEXT) has been on the http://localhost/otrs/index.pl?Action=AdminCustomerUser <http://localhost/otrs/index.pl?Action=AdminCustomerUser> page. Any ideas? Steve > _________________________________________________ > > Steve Gold > Network Administrator > WBFS-UPN33, WTVX-UPN34 & WFOR-CBS4 > (Voice) 305-639-4681 > (beeper) 305-277-0288 > In accordance with federal regulations, you can have your email address removed from future mailings by following the instructions available at http://www.wfor.com/emailoptout <http://www.wfor.com/emailoptout>

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canned text reply ordering
by Stefan Testa 16 Feb '04

16 Feb '04

I am hoping that someone might be able to point me in the right direction. The default setting of the ticket reply email is to order the response: SALUTATION | PREVIOUS TEXT | CANNED RESPONSE | SIGNATURE Is there any way to either remove the 'previous text' entirely or move it to the end of the message? The current order creates almost unreadable threads when much of your customers use HTML email. Any help is very greatly appreciated. Stefan

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Login page - font weirdness on Win XP/IE6
by Michael Rojas 16 Feb '04

16 Feb '04

Greetings, I've been an OTRS user for several months now. I don't think my problem is OTRS-specific, but I am curios to know if anyone else has experienced this... I have a VAIO laptop running Windows XP Home, with IE 6. I recently went to the M$ windows update site to install M$'s patches. I don't know if that has anything to do with it, but lately, when I access my OTRS log in page I no longer get the 'circle' symbols that appeared when I typed in my password, and my fonts are slightly distorted on the log in page, and the rest of my pages. Whenever I log in to OTRS from any other computer, everything remains the same. This annoyance only appears on my laptop, so I'm almost certain that it has to do with a M$ patch or something related. I haven't been able to replicate the problem to determine it's cause. This doesn't necessarily impair my OTRS set up, but it makes it slightly difficult to read trouble tickets due to the distortion of the fonts. I've only see this behavior on my OTRS, and on the OTRS.ORG site. There must be an issue with an M$ patch that changes either my OS, IE6, or both that affects how I view my OTRS or OTRS.ORG... Maybe something to do with how web-based content is formatted, or fonts? Any help from any one else who has experienced this would be greatly appreciated... Thanks! Michael Michael Rojas, Systems Administrator South Texas Internet 956.504.5252 http://www.ies.net Some dream of success... Others work hard at it. --- [South Texas Internet scanned this E-mail for viruses using Declude Virus]

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Re: RE: [otrs] Configuration problem/question
by edukes＠alltel.net 16 Feb '04

16 Feb '04

> Check that your system address on on the billing queue is set to email address of your billing mail account... Under the sytem email addresses, I have the 3 I setup for the three queues. The addresses do correspond to the queues. Am I missing something here? I thought I could setup an email account for the different queues and have a different response for each. Isn't that the way it works? Thanks > > Thomas > >-----Original Message----- > >From: edukes(a)alltel.net [mailto:edukes@alltel.net] > >Sent: Monday, February 16, 2004 4:13 PM > >To: otrs(a)otrs.org > >Subject: [otrs] Configuration problem/question > > > > > >Hello, > > > >I am new to OTRS and a little confused. > > > >I am running OTRS on a RedHat 9.0 system. I have installed > >OTRS 1.2. I am using the webform.pl for support ticket entry. > > I have three queues, billing, support and sales. I set up > >mail only accounts for these 3 queues as billing, support and > >sales. I have added them to the .fetchmailrc. > > > >I have tried to assign the queues in the pop3 account setup > >but it won't save the changes. I don't know if its a > >permissions problem or a bug. I tried to run the > >SetPermissions.sh but it complains about an invalid group of > >"nogroup". I tried editing the script to use "nobody" but it > >stll complains about an invalid group of "nogroup". What's up > >with that? > > > >OTRS will respond to tickets generated from the webform but > >the problem is if a ticket is sent in for "billing", the > >auto-response comes back from sales. > > > >Can anyone help me out? > > > >TIA > > > >_______________________________________________ > >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. > _______________________________________________ > 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] Configuration problem/question
by Thomas Nilsen 16 Feb '04

16 Feb '04

Check that your system address on on the billing queue is set to email address of your billing mail account... Thomas >-----Original Message----- >From: edukes(a)alltel.net [mailto:edukes@alltel.net] >Sent: Monday, February 16, 2004 4:13 PM >To: otrs(a)otrs.org >Subject: [otrs] Configuration problem/question > > >Hello, > >I am new to OTRS and a little confused. > >I am running OTRS on a RedHat 9.0 system. I have installed >OTRS 1.2. I am using the webform.pl for support ticket entry. > I have three queues, billing, support and sales. I set up >mail only accounts for these 3 queues as billing, support and >sales. I have added them to the .fetchmailrc. > >I have tried to assign the queues in the pop3 account setup >but it won't save the changes. I don't know if its a >permissions problem or a bug. I tried to run the >SetPermissions.sh but it complains about an invalid group of >"nogroup". I tried editing the script to use "nobody" but it >stll complains about an invalid group of "nogroup". What's up >with that? > >OTRS will respond to tickets generated from the webform but >the problem is if a ticket is sent in for "billing", the >auto-response comes back from sales. > >Can anyone help me out? > >TIA > >_______________________________________________ >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.

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Personal Queue / What is it good for?
by Andreas Bublitz 16 Feb '04

16 Feb '04

Hey Folks, I am using OTRS for some month now, but I still don't know what the Personal Queue really is? I never ever had a ticket in it. Thanks in Advance, Andi Bublitz

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Tickets created with 'compose email' do not appear in customer frontend
by Brice Levy 16 Feb '04

16 Feb '04

Hi, When I create a new ticket with 'compose email' (otrs1.2beta3), I select a CustomerUser address in the To: field (the CustomerID gets filled too). The ticket is created, the customer receives the e-mail, but the ticket does not appear in the customer interface. I have checked the correct customerid is selected : when I make a search by CustomerID in agent frontend, the ticket appears, as well as other tickets. Thanks, Brice

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Restoring Database..
by Thau Thai 15 Feb '04

15 Feb '04

Hi, I have been making backups on my OTRS database using backup.sh. There are 2 .bz2 files; article_backup.tar.bz2 and database_backup.sql.bz2 How do I go on about restoring the OTRS database contents? I want to shift OTRS from one machine to another. Thanks! Regards, Thau.

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client denied by server configuration
by Jason Joines 12 Feb '04

12 Feb '04

Finally got the crash caused by apache2 modperl and DBI < 1.30 fixed. Now I can't seem to get to otrs because of some permissions problem. I ran SetPermissions.sh with the user the web server was running under but no luck so I changed the web server to run as otrs and ran SetPermiissions.sh again. I still get the same errors. [Tue Feb 10 15:59:08 2004] [error] [client 172.16.0.11] client denied by server configuration: /opt/otrs/var/httpd/htdocs [Tue Feb 10 15:59:11 2004] [error] [client 172.16.0.11] client denied by server configuration: /opt/otrs/bin/cgi-bin/index.pl Any ideas? Thanks, Jason Joines ==============

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Ticket Reply Email Ordering
by Stefan Testa 11 Feb '04

11 Feb '04

I apologize in advance if this question has already been answered. The default setting of the ticket reply email is to order the response: SALUTATION | PREVIOUS TEXT | CANNED RESPONSE | SIGNATURE Is there any way to either remove the 'previous text' entirely or move it to the end of the message? The current order creates almost unreadable threads when much of your customers use HTML email. Any help is very greatly appreciated. Stefan

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ModPerl::Registry instead of Apache::Registry
by Jason Joines 10 Feb '04

10 Feb '04

I'm trying to get the 1.2b2 to run. When I try to access the otrs site on my web server it gives an error. The apache error log log has: [error] failed to resolve handler `Apache::Registry' [error] [client 139.78.89.31] Can't locate Apache/Registry.pm in @INC I have a ModPerl/Registry.pm that is supplied by my SuSE 8.1 apache2-mod_perl package. It looks like the Apache/Registry.pm is supplied by the mod_perl package which conflicts with the apache2-mod_perl package. How do I tell OTRS to use the apache2-mod_perl ModPerl/Registry.pm? Thanks, Jason Joines Open Source = Open Mind ========================

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customer, order problem
by Matteo Sgalaberni 10 Feb '04

10 Feb '04

I upgraded from 1.1 to 1.2 beta 2, i tarred xvz the 1.2 over 1.1 , it's rigth? It seems that all work ok... but i have discovered two strange things in customer area: Order by don't take care of the "show closed/open ticket" state. When i order i show only open tickets. In form New Ticket I didn't show any operator/queue in combo box... bugs or my mis-under-intelligence?:) Matteo

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Interfacing OTRS with Bugzilla
by Brice Levy 10 Feb '04

10 Feb '04

Hi, We are using Bugzilla for some time now, and we wanted to have some interaction between OTRS and Bugzilla, so I have coded something quite simple but that fits our needs, and might fit other people's too. I know such interfacing is on the TODO list, but I hope it may help someone, and maybe give ideas to the dev team ? It works that way : in zoom view, you have a new 'bugzilla' link. Click on it to have the bugzilla form, prefilled with the url of the ticket. Whenever a bugzilla user clicks on the url, he will be shown the whole ticket within OTRS. It consists of a new Module Kernel/Modules/AgentTicketAddBug.pm, a new template file : Kernel/Output/HTML/Standard/AgentTicketAddBug.dtl and a modification on Kernel/Output/HTML/Standard/AgentZoomHead.dtl. You should modify AgentTicketAddBug.dtl to adapt it to your bugzilla confiduration (fields options), and you have to set a few variables in Kernel/Config.pm : $Self->{UseBugzilla} = 1; $Self->{BugzillaUrl} = 'http://host.example.com/bugs' ; $Self->{BugzillaUser} = 'bugzilla'; $Self->{BugzillaPassword} = 'bugzillapw' Also note that you have to use HTTP Basic Auth for User Authentification, because the item entered in Bugzilla is a link to the ticket in the form : http://bugzilla:bugzillapw@host.example.com/otrs. Yes, it means you have to create a bugzilla user, with appropriate permissions to the tickets you want to add to bugzilla. I've been using mod_auth_mysql so I can use the DB backend with HTTP Auth, without the need for an .htpasswd. I've tested it on otrs 1.2beta1, 2, 3, and it should run on 1.1.3 also. (files come in attachement) Hope that helps, Brice Levy

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PhoneView question
by henry＠metroweb.co.za 10 Feb '04

10 Feb '04

Hello I must be missing something here - does the facility exist to change the auto-response email sent to a client when you create an entry for an existing ticket using phoneview? I know it uses the default auto-response for a new ticket, but this is incorrect. Where on earth can this be modified, if at all? Any pointers would be appreciated. thanks Henry -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440

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RE: [otrs] Nominations for sponsorship was: PhoneView question
by Covert, Jake 09 Feb '04

09 Feb '04

I would suggest that we set up a poll that the OTRS user community can go to and vote on the items they think are important. I know that some bulletin board software (phpBB, for instance) allows the easy creation of polls. Once the poll is set up, we should have a stated 'Start' and 'Stop' time for gathering submissions as well. Does anyone have any experience setting up a PayPal account that people can drop donations into? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of henry(a)metroweb.co.za Sent: Monday, February 09, 2004 4:48 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Nominations for sponsorship was: PhoneView question >> Particularly useful in event of agent being dead. > > Crikey! Remind me not to come and work for your employers! :) > I am the employer ;-) heh-heh, bastards, (sound of whip slashing sweating backs), row, ROW! -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Re: [otrs] LDAP/phoneview
by Chad Hemingway 09 Feb '04

09 Feb '04

** Reply Requested When Convenient ** i don't want to see server volumes/objects that are apart of my NDS tree, when i search for a customer and or add a ticket using phone view......how can i do this? Chad G Hemingway WCS Tech Support "If you have any trouble sounding condescending, find a Unix user to show you how it's done." >>> me(a)otrs.de 02/09/04 11:30AM >>> Hi Chad, On Fri, Feb 06, 2004 at 02:45:44PM -0500, Chad Hemingway wrote: > ** Reply Requested When Convenient ** > > Despite specifying the users that are allowed to post tickets through > ldap (eg group cn=otrsusers,o=wcs); when i search for a customer, it > still gives me objects that are located in the tree, rather than just > those users that are located in the specified group... any ideas how to > fix this??? No, the group means only the users who can use the customer panel. Customer users will be still the whole tree. > thanks, > ~chad > > Chad G Hemingway > WCS Tech Support Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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LDAP/phoneview
by Chad Hemingway 09 Feb '04

09 Feb '04

** Reply Requested When Convenient ** Despite specifying the users that are allowed to post tickets through ldap (eg group cn=otrsusers,o=wcs); when i search for a customer, it still gives me objects that are located in the tree, rather than just those users that are located in the specified group... any ideas how to fix this??? thanks, ~chad Chad G Hemingway WCS Tech Support "If you have any trouble sounding condescending, find a Unix user to show you how it's done."

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Re: [otrs] SQL cleanup script
by Henn, Marina 09 Feb '04

09 Feb '04

On Tue Mar 25 07:19:02 2003, Martin Edenhofer wrote: >Hi, >On Mon, Mar 24, 2003 at 02:23:01PM -0500, Charles R. Rusty Thompson wrote: >> In time I could do this myself but I was wondering if anyone had written a >> cleanup script for the OTRS database. >> >> After the mail, users, etc are set up we have a testing cycle. After that >> testing it would be nice to be able to clear all the cases from the system, >> leaving the core user and setup data intact. If anyone has a scrub script or >> could give some guidelines on what can/should be deleted by force it would >> be great. >delete from article; >delete from article_attachment; >delete from article_plain; >delete from ticket_history; >delete from ticket; >Removes all existing ticket. >> CT > Martin You should "delete from time_accounting;" as well. Not having done this caused some "ghost-tickets" which broke up the correct accounting of time. I'll take a look at the other tables later today, to see if there are more "ghost-tickets" left. Marina __________ Netzlink Informationstechnik GmbH Heinrich-Büssing-Ring 41 D-38102 Braunschweig Telefon: 0531-7073430 Telefax: 0531-7073459 http://www.netzlink.com <http://www.netzlink.com/>

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Error
by Hans Scheffers 09 Feb '04

09 Feb '04

Hi guys, what does this error mean and where can I configure it? It started happening today, with totally 34 connections to postgres and of these 34 9 are otrs connections (using mod_perl, otrs 1.2 beta 1) Message: FATAL: Non-superuser connection limit exceeded grtz -- Hans Scheffers JifLin Automatisering email:hans@jiflin.nl web: http://www.jiflin.nl

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RE: [otrs] Nominations for sponsorship was: PhoneView question
by henry＠metroweb.co.za 09 Feb '04

09 Feb '04

Excellent - there's a couple of days to go before the official release of 1.2 - I'd suggest we see what's included/missing then before we start the ball rolling. We can always ask the OTRS boytjies themselves to get the poll going... if not, well, I suppose I could set something up pronto. Henry > I would suggest that we set up a poll that the OTRS user community can go > to > and vote on the items they think are important. I know that some bulletin > board software (phpBB, for instance) allows the easy creation of polls. > > Once the poll is set up, we should have a stated 'Start' and 'Stop' time > for > gathering submissions as well. > > Does anyone have any experience setting up a PayPal account that people > can > drop donations into? > -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440

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Nominations for sponsorship was: PhoneView question
by henry＠metroweb.co.za 09 Feb '04

09 Feb '04

Great idea, let's start now: My nominations are: 1. NEW ticket facility - without initial email from client. Must be fully configurable re emails sent. 2. PHP port. The current CGI based system is terribly slow (even with mod_per, fastcgi, etc). Because of cost, this may not be an option. 3. Decent management reports - such as per-agent/queue/group reports with graphing. 4. Display last agent note/customer response, etc along with the main ticket content after zooming in. Easier at-a-glance assessment of a ticket. 5. Ability to globally change the 'main menu' labels/titles. Many of the titles are confusing to agents accustomed to other systems. Not a major issue, but a nice-to-have. Those are a few off the top of my head. Please feel free to contribute. Regards Henry Combrinck > We should all pool our money to pay for the development of the top 10 most > requested features. Maybe a paypal donation setup and a poll to indicate > what features are needed the most. > > :-) > > > ********************************* > Jake Covert > www.jakecovert.com > ********************************* > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > henry(a)metroweb.co.za > Sent: Saturday, February 07, 2004 3:50 AM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] PhoneView question > >> Hi Henry, >> >>> >>> Probably not too well - we're using 1.2 beta and it's not there... :-( >>> >> >> It would be a real shame if we didn't get this functionality. It seems >> so >> crucial to the system being fully featured to us. I wish I was in a >> financial position to sponsor someone adding it to the project, however >> we're all non-profit over here. >> > > Yup. I wonder what kind of money we're talking about? The above plus a > few productivity features would be *really* useful. Could someone from > the developer team respond re some more details (amounts), etc? > > We'd be willing to contribute financially - depending on the amount (and > the current exchange rate which will play a HUGE role). > > > -------------------------------------------------------- > This message was sent using MetroWEB's AirMail service. > http://www.metroweb.co.za/ - full access for only R59. > Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails > Phone Now! 086 11 11 440 > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > _______________________________________________ > 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? > -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440

2 4

Re: [otrs] Nominations for sponsorship was: PhoneView question
by henry＠metroweb.co.za 09 Feb '04

09 Feb '04

>> 1. NEW Ticket function > Well.. this is what I use PhoneView for? Then you're aware of the fact that the system sends emails (as if in response to a client-initiated email - which is incorrect) when you use PhoneView? This is not desirable. Also, using 'PhoneView' for something unrelated is just plain confusing. Especially in large helpdesk setups - imagine having to train people with this kind of confusing terminology. > >> 2. PHP port. > I can only assume you're pushing a hell of a lot more tickets than I do.. > because it isn't slow for me? [shrug] Yup, it's slow. Especially when compared to PHP. Also, it's not only a speed issue, but also one of maintaining/modifying the system. PHP would be vastly superior. CGI-smeegee-eye. > > Mostly agree with the other points though :) Excellent - do you have any other ideas to add to the wishlist? > > Regards, > Phillip Baker > > _______________________________________________ > 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/ > -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440

2 2

RE: [otrs] PhoneView question
by Covert, Jake 08 Feb '04

08 Feb '04

We should all pool our money to pay for the development of the top 10 most requested features. Maybe a paypal donation setup and a poll to indicate what features are needed the most. :-) ********************************* Jake Covert www.jakecovert.com ********************************* -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of henry(a)metroweb.co.za Sent: Saturday, February 07, 2004 3:50 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] PhoneView question > Hi Henry, > >> >> Probably not too well - we're using 1.2 beta and it's not there... :-( >> > > It would be a real shame if we didn't get this functionality. It seems so > crucial to the system being fully featured to us. I wish I was in a > financial position to sponsor someone adding it to the project, however > we're all non-profit over here. > Yup. I wonder what kind of money we're talking about? The above plus a few productivity features would be *really* useful. Could someone from the developer team respond re some more details (amounts), etc? We'd be willing to contribute financially - depending on the amount (and the current exchange rate which will play a HUGE role). -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

1 0

PendingJobs.pl cronjob failure
by Brice Levy 06 Feb '04

06 Feb '04

Hi, I have received this email from OTRS, generated by cron : -- Bareword found where operator expected at /usr/local/opt/otrs/Kernel/Config.pm line 158, near "$Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement" (Might be a runaway multi-line '' string starting on line 149) (Missing operator before Kernel::System::Ticket::Number::AutoIncrement?) String found where operator expected at /usr/local/opt/otrs/Kernel/Config.pm line 159, near "$Self->{LogModule::LogFile} = '" (Might be a runaway multi-line '' string starting on line 158) (Missing semicolon on previous line?) Unquoted string "tmp" may clash with future reserved word at /usr/local/opt/otrs/Kernel/Config.pm line 159. Unquoted string "otrs" may clash with future reserved word at /usr/local/opt/otrs/Kernel/Config.pm line 159. Bareword found where operator expected at /usr/local/opt/otrs/Kernel/Config.pm line 160, near "$Self->{LogModule} = 'Kernel::System::Log::SysLog" (Might be a runaway multi-line '' string starting on line 159) (Missing operator before Kernel::System::Log::SysLog?) String found where operator expected at /usr/local/opt/otrs/Kernel/Config.pm line 161, near "$Self->{DefaultLanguage} = '" (Might be a runaway multi-line '' string starting on line 160) (Missing semicolon on previous line?) Bad name after en' at /usr/local/opt/otrs/Kernel/Config.pm line 161. Compilation failed in require at /usr/local/opt/otrs/bin/PendingJobs.pl line 36. BEGIN failed--compilation aborted at /usr/local/opt/otrs/bin/PendingJobs.pl line 36. -- I could not reproduce it. I am using PendingJobs.pl v 1.9 The lines from Kernel/Config.pm it refers to (generated by installer.pl) are not located at those lines : -- 197 $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement'; 198 $Self->{LogModule::LogFile} = '/tmp/otrs.log'; 199 $Self->{LogModule} = 'Kernel::System::Log::SysLog'; 200 $Self->{DefaultLanguage} = 'en'; 201 $Self->{DefaultCharset} = 'iso-8859-1'; 202 $Self->{CheckMXRecord} = 1; -- Also note that no ticket was in pending state. Brice Levy

3 5

connection failed at
by Michael C. Souza Silva 05 Feb '04

05 Feb '04

After installing Otrs Win32 1.2 Beta 2 - Going to index.pl - Adminarea - User if I add a user I get the following error: Error message: connection failed at C:/otrs/otrs//Kernel/System/CheckItem.pm line 68 Error 500 localhost 05/02/2004 15:14:50 Apache/2.0.47 (Win32) mod_perl/1.99_10-dev Perl/v5.8.0 mod_ssl/2.0.47 OpenSSL/0.9.7b PHP/4.3.3

2 1

CustomerPanelSelectString, FAQ bugs and questions
by Brice Levy 05 Feb '04

05 Feb '04

Hi, In the customer's New Ticket interface, the "To:" field only shows : <> I have set in Kernel/Config.pm : $Self->{CustomerPanelSelectionType} = 'SystemAddress'; $Self->{CustomerPanelSelectionString} = '<Realname> <<Email>>'; In otrs log i get the following sql error : Unknown column 'Postmaster' in 'where clause', SQL: 'SELECT value0, value1, comments, valid_id, queue_id FROM system_address WHERE id = Postmaster' I am now using http auth for the users, and I was wondering if you could disable a user via AdminArea, ie : I have a user 'agent' in database, which is marked valid. i have a 'agent' entry in the .htaccess file, now everything works nice, 'agent' can log in. If i set agent invalid in the database, he can still log in. I think it might be a good thing to check the validity of the DB entry, so users can be disabled easily. When creating a new FAQ article, quotes are escaped in the final text, ie : "let's go" becomes "let\'s go". When editing an article, it does not happen, but the Comment (internal) field is filled with the Solution field. I could not see the difference between external(customer) and public(all), as everyone can see both. I also have a question about permissions on the FAQ : it looks like only ro and rw are relevant. Is there a way to allow a user to create articles, but not to edit them ? (I'd thought the create permission would allow that) Thanks for OTRS ! Brice Levy

2 1

otrs4win32-1.2.0-beta2.exe released
by Robert Kehl 05 Feb '04

05 Feb '04

Today we present to you the second public beta of OTRS 1.2.0 in the OTRS for Windows32 Installer: otrs4win32-1.2.0-beta2.exe (27,2 MB) ftp://ftp.gwdg.de/pub/misc/otrs/misc/win32/otrs4win32-1.2.0-beta2.exe MD5: eca1d14530396a5327926753ebae01a4 It is based on OTRS 1.2.0 beta 2. These are the most important changes: - added perl-ldap from http://perl-ldap.sourceforge.net/ - fixed serious bug preventing startup (http://bugs.otrs.org/show_bug.cgi?id=301) - fixed serious bug not allowing one to use user<->group relations (http://bugs.otrs.org/show_bug.cgi?id=300) - using OTRS 1.2.0 beta 2 now The INSTALL document can be found at http://doc.otrs.org/cvs/en/html/install-win32.html#OTRS4WIN32 Please be so kind to direct all questions and answers to this mailing list. You are encouraged to file reports on bugs (if you found some) via http://bugs.otrs.org/ We would very much like to hear from your experiences with this software. Thank you for your help! With highest 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: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

1 0

RE: Easy-create new CustomerUser?
by Joseph Saracino 04 Feb '04

04 Feb '04

On Jan 30, 2004, at 3:00 AM, otrs-request(a)otrs.org wrote: > From: "Tom Hesp" <tghesp(a)euronet.nl> > Date: January 30, 2004 1:37:29 AM PST > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Subject: RE: [otrs] Easy-create new CustomerUser? > Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > > Hi Joe, > >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of >> Joseph Saracino >> Sent: donderdag 29 januari 2004 22:48 >> To: otrs(a)otrs.org >> Subject: [otrs] Easy-create new CustomerUser? >> >> >> Feature Request/Suggestion: >> When getting a customer history (for example, by clicking on the >> CustomerID in the zoomed ticket view), it would be very useful if >> there >> was a link to auto-create a CustomerUser record if one didn't exist. >> > You are just a couple of weeks too early for me as I have a need for > exactly > this same functionality and are planning to build it myself in the > coming > weeks unless somebody else has already done this... :-). Maybe we can > share > some ideas and, if you have the time to wait for it, I'll be happy to > share > the code with you. Thanks for the offer -- I'd love to see how you implement this :) <snip> >> For new/unique email addresses, it's a bit cumbersome to go back to >> the >> admin interface and create a new CustomerUser record, when all the >> info >> we need is in there in the history page. It would be very helpful if >> there was a way to easy-create (or auto-create) a new CustomerUser at >> this point. I realize this may complicate some permissions issues, >> however, it seems like a logical addition to this page. >> > All tickets sent by mail or submitted from the internet site come in > to the > Postmaster queue. This queue is not accessible to agents, only to > people > acting as 'dispatcher'. These dispatchers will verify the ticket > contents > and if it is found to be correct (whatever that may mean of course :-) > ) > they can click a link in the AgentZoom view (to be added) that will > create > the customer record. Of course the dispatcher must have permission to > create > customers ($Self->{'Module::Permission'}->{'AdminCustomerUser'} in > Kernel/Config.pm). > Does this sound a bit about what you are looking for? This sounds like it might be a little overkill for what we need :) For now, we're just going to live with the extra step of going to the Admin interface when we get a new/unique email address and adding the customer. Thanks for the thoughtful response (sorry for the delay in responding). -- Joe

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=[otrs] Adding LDAP settings to Win32 1.2 Beta 2 doesn't work
by Herbert Stocker 04 Feb '04

04 Feb '04

I found the solution for this: The settings for LDAP were missing: I hat to change the C:\otrs\otrs\scripts\apache2-perl-startup.pl : #use Kernel::System::CustomerUser::LDAP; -> use Kernel::System::CustomerUser::LDAP; and install the Net::LDAP Package from http://sourceforge.net/project/showfiles.php?group_id=5050&package_id=5678&… unpacked the perl-ldap-0.31.tar.gz and copied the lib directory to c:\otrs\perl\lib -- GMX ProMail (250 MB Mailbox, 50 FreeSMS, Virenschutz, 2,99 EUR/Monat...) jetzt 3 Monate GRATIS + 3x DER SPIEGEL +++ http://www.gmx.net/derspiegel +++

2 1

Automatic free fields
by Sorin BRABETE 04 Feb '04

04 Feb '04

I am currently running otrs-1.1.1 and testing 1.1.2-beta2 I have 2 questions: 1. Is it possible in otrs-1.1.2 (beta of final) to automatically set the free fields in the messages, based on some criteria (from address, subject, etc) ? Some info about doing this myself wouldbe helpful too. 2. In the FAQ system, it doesn't seem that nested categories can be created. Will it be possible in the final version (or other future version?) Thank you.

2 3

Adding Users in to Otrs Win32 1.2 Beta 2- undefined value
by Herbert Stocker 04 Feb '04

04 Feb '04

After installing Otrs Win32 1.2 Beta 2 - Going to index.pl - Adminarea - User if I add a user I get the following error: After this the user seems to be created - but when I try to ad the Userto Groups I get the same error again Server error! The server encountered an internal error and was unable to complete your request. Error message: Can't use an undefined value as an ARRAY reference at C:/otrs/otrs//Kernel/Modules/AdminUserGroup.pm line 58. If you think this is a server error, please contact the webmaster. Error 500 localhost 04.02.2004 11:03:20 Apache/2.0.47 (Win32) mod_perl/1.99_10-dev Perl/v5.8.0 mod_ssl/2.0.47 OpenSSL/0.9.7b PHP/4.3.3 System: German Windows 2000 WS Otrs Win32 1.2 Beta 2 -- GMX ProMail (250 MB Mailbox, 50 FreeSMS, Virenschutz, 2,99 EUR/Monat...) jetzt 3 Monate GRATIS + 3x DER SPIEGEL +++ http://www.gmx.net/derspiegel +++

3 2

trouble with OTRS 1.2-beta2
by Brice Levy 04 Feb '04

04 Feb '04

Hi, I ran through some difficulties when trying to install otrs1.2-beta2 : - Apache complains because a module is missing : -- [Wed Feb 4 09:28:24 2004] [error] Can't locate Kernel/Modules/AdminCharset.pm in @INC (@INC contains: ../../ /usr/local/opt/otrs/Kernel/cpan-lib /usr/local/opt/otrs/ /usr/local/lib/site_perl/5.6.1/i386-freebsd /usr/local/lib/perl5/site_perl/5.6.1/mach /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.6.1/BSDPAN /usr/local/lib/perl5/5.6.1/mach /usr/local/lib/perl5/5.6.1 . /usr/local/ /usr/local/lib/perl) at /usr/local/opt/otrs/scripts/apache-perl-startup.pl line 119. BEGIN failed--compilation aborted at /usr/local/opt/otrs/scripts/apache-perl-startup.pl line 119. Compilation failed in require at (eval 6) line 1. Syntax error on line 664 of /usr/local/etc/apache/httpd.conf: Can't locate Kernel/Modules/AdminCharset.pm in @INC (@INC contains: ../../ /usr/local/opt/otrs/Kernel/cpan-lib /usr/local/opt/otrs/ /usr/local/lib/site_perl/5.6.1/i386-freebsd /usr/local/lib/perl5/site_perl/5.6.1/mach /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.6.1/BSDPAN /usr/local/lib/perl5/5.6.1/mach /usr/local/lib/perl5/5.6.1 . /usr/local/ /usr/local/lib/perl) at /usr/local/opt/otrs/scripts/apache-perl-startup.pl line 119. BEGIN failed--compilation aborted at /usr/local/opt/otrs/scripts/apache-perl-startup.pl line 119. Compilation failed in require at (eval 6) line 1. -- Kernel/Moduls/AdminCharset.pm is just not there. If i copy the one from otrs-1.2-beta1, it runs fine, then. - In the customer frontend, I cannot create a new ticket, because the select box for the "To:" field is empty. I have defined one system email address in the Admin Area The generated html is : -- <tr> <td>To:</td><td><select name="Dest" > </select> </td> </tr> -- Brice

2 4

Multiple OTRS-instances on one server
by Stefan Pampel 03 Feb '04

03 Feb '04

Hallo ML, I'm currently trying to install 3 OTRS-Instances (1.1.2, Linux, Mod_Perl) on one webserver. If I wanted to use apache 1.3.*, each OTRS must run on its own httpd on its own IP-Adress (using mod_perl1), but if i used apache2(with mod_perl2), i could use one server.. is that correct? My problem ist, that cant get OTRS to work with Apache2. I think it's a modperl/CPAN-error. When i try to start apachectl i get the following: [Tue Feb 03 12:22:37 2004] [error] Can't locate loadable object for module Apache::Constants 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 . /usr/local/apache2/ /usr/local/apache2/lib/perl) at /usr/lib/perl5/site_perl/5.8.1/i586-linux-thread-multi/mod_perl.pm line 14 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.1/i586-linux-thread-multi/Apache.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.1/i586-linux-thread-multi/Apache.pm line 6. Compilation failed in require at /opt/otrs/Kernel/cpan-lib/CGI.pm line 171. Compilation failed in require at /opt/otrs//Kernel/System/WebRequest.pm line 38. BEGIN failed--compilation aborted at /opt/otrs//Kernel/System/WebRequest.pm line 38. Compilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 30. BEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 30. Compilation failed in require at (eval 1) line 1. [Tue Feb 03 12:22:37 2004] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl But Apache::Constants is installed (according to CPAN) Please Help :) -- Best regards, Stefan mailto:stefanp@edo.uni-dortmund.de

3 2

Multiple Customer Forms
by Matteo 03 Feb '04

03 Feb '04

Hello, I trying to configure OTRS in this situation: 2(A-B) Users (Operators, login in the agent) 2(X-Y) Company 1 customer that is customer of X and Y 1 queue named for the company X 1 queue named for the company Y The operators can wiew all TT of all company and respond to all. The customer can open TT mailing two mail address that are routed to the properly company queue. And here all it's ok! BUT If I want to permit Customer to use customer.pl, my customer will see ticket open with company A and ticket with company B. That's a bad thing. And another problem it's that i can't have 2 different customer.pl with different skins(theme). How I can solve this? I need to create two different customer.pl view that filter queue id of company that i need to operate. And obviusly show the correct theme. Thanks in andvance and sorry for my bad english:)) Bye Matteo

3 5

Adding LDAP settings to Win32 1.2 Beta 2 doesn't work
by Herbert Stocker 03 Feb '04

03 Feb '04

After adding my old settings from Otrs 1.1.3 for LDAP to my new 1.2 Beta 2 Version I get an error when trying to go to the login (index.pl) page Server error! The server encountered an internal error and was unable to complete your request. Error message: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at C:/otrs/otrs//Kernel/System/CustomerUser.pm line 47. This is the section I added to the config.pm ############################################################## # **************************************************** # # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host # Host => 'localhost', Host => 'XXXXX', # ldap base dn BaseDN => 'ou=people,dc=xxx,dc=xyz,dc=com', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=Manager', UserPw => 'ttttttt', }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['uid', '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 [ 'UserLastname', 'Lastname', 'cn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], ], }; -- GMX ProMail (250 MB Mailbox, 50 FreeSMS, Virenschutz, 2,99 EUR/Monat...) jetzt 3 Monate GRATIS + 3x DER SPIEGEL +++ http://www.gmx.net/derspiegel +++

2 1

OTRS Firebird/Interbase Port Underway
by Charles R. "Rusty" Thompson 03 Feb '04

03 Feb '04

I'm working on the schema for OTRS on Interbase/Firebird and will be using the DBD/DBI for the same. In constructing the database, the only thing I've come across that isn't lining up from a data storage perspective is the BIGINT for ticket numbers. So far though, it's looking very promising given that I've only hit one snag and do have the drivers I need. IB6, which is what I'm using for development, supports 64bit integers but I'm uncertain which data type to use. A few unrelated websites showing some comparisons hint at using a NUMERIC with precision of 18 and 0 for the resolution. Anyone have any feedback on this decision before I move forward? My research isn't turning up much so I'm a little lost as to how to handle this. Also, has anyone produced a visual schema of the database as it currently exists? Charles

2 1

question about sending E-Mail
by tim＠easyhosting.nl 02 Feb '04

02 Feb '04

hi, Is there a way of creating blank e-mails with OTRS (kind of webmail composing so to say)! Not just automated or ticket replies just a whole new email. Thanks Greets, Tim

2 1

1.1.3 -> CVS
by kieran＠pawsoff.org 02 Feb '04

02 Feb '04

Hi Folks, is there a database update script/schema to convert an old otrs 1.1.3-style db layout to the one used in 1.2/CVS ? regards, Kieran.

2 1

Customer search by additional customer fields
by murahashi＠ayayu.com 02 Feb '04

02 Feb '04

Hi, Is there any way to search customer by firstname or lastname? Is there any way to search customer by additional customer fields, like company name, zip-code, phone? I know only Utilities support customer search by Customer. I'm sorry, if I missed these discussion on the list. Shozo Kidanet business

2 4

Questions about ticket lock
by Brice Levy 02 Feb '04

02 Feb '04

Hi, I'm trying to have unlock timeouts working on the system but it won't. I've set up a 1 minute unlock timeout for Postmaster Queue (which receives all tickets). I create a new ticket via customer interface. I can see the ticket appear in the Postmaster queue, the state is new, and it is not locked. I lock the ticket in the zoom view, the ticket is still new, but locked. Now, I wait a couple minutes and launch the UnlockTickets.pl script from the command line : -- # bin/UnlockTickets.pl --timeout UnlockTickets.pl <Revision 1.14> - unlock tickets Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> Unlock old tickets: -- The ticket is still locked. Same if I wait for the cronjob to do it. Using '--all' actually unlocks the ticket, though. What criteria must the ticket match to be unlocked with --timeout ? Did I miss something ? Thank you, Brice

3 5

postresql update
by Hans Scheffers 31 Jan '04

31 Jan '04

Hi all, I think in the update scripts for postgres there is an error. Twice there is a column added with attribute 'NOT NULL'. This isn't allowed in postgres, first you have to add the column and after that you should alter it with ' alter table alter column set not null' Grtz -- Hans Scheffers

3 5

otrs4win32-1.2.0-beta1.exe released
by Robert Kehl 31 Jan '04

31 Jan '04

Today we present to you the first public beta of OTRS 1.2.0 beta 1 in the OTRS for Windows32 Installer: otrs4win32-1.2.0-beta1.exe (29 MB) ftp://ftp.gwdg.de/pub/misc/otrs/misc/win32/otrs4win32-1.2.0-beta1.exe MD5: 74e5c68e90f8c00872bed43e76dede63 It is based on OTRS 1.2.0 beta , about 10MB smaller in size. These are the most important changes: - using OTRS 1.2.0 beta 1 now - using OTRS web installer now - speeded up start of installer - webserver check now uses retryabortcancel - delivering several *.dist instead of the originals to prevent overwrite - localized almost every string displayed to user - improved service management (apache installs cleanly now) - starts ApacheMonitor.exe and/or WinMySqlAdmin.exe on user's behalf - uninstaller allows removal of $WINDIR\my.ini - renamed Uninstaller to 'Maintenance' - mouse-overs in uninstaller - fixed invalid path in perltest.cgi - fixed PmaAbsoluteUri in phpmyadmin - added conf.d directory to Apache holding user configurations - changed absolute references to 127.0.0.1 and localhost to relative - remove old uninstall-otrs4win32-*.exe from $INSTDIR - using LZMA compression - allowing spaces in program location - substituted Start Page with OTRS' Login Page The INSTALL document can be found at http://doc.otrs.org/cvs/en/html/install-win32.html#OTRS4WIN32 Please be so kind to direct all questions and answers to this mailing list. You are encouraged to file reports on bugs (if you found some) via http://bugs.otrs.org/ We would very much like to hear from your experiences with this software. Thank you for your help! With highest regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

1 0

Dispatch on sender
by Hans Scheffers 30 Jan '04

30 Jan '04

Hi, is it possible to put mail in a queue, depending on the sender/ For example: mail from cron@system -> cron-queue grtz -- Hans Scheffers

4 10

Sending reply often hangs...
by Eduard de Boer 30 Jan '04

30 Jan '04

Hi all, I am new to this list since today and I started to implement OTRS on an OpenBSD 3.4 system. It works nicely, I've got my own procmail filters working, but I've got a question. It's very often that when I try to send a reply after entering it, the software doesn't get back to a normal state again: my browser is timing out, but the mail nevertheless gets sent. I'm using OTRS version 1.1.3. Anyone an idea? Thank you and regards, Eduard.

2 1

Easy-create new CustomerUser?
by Joseph Saracino 30 Jan '04

30 Jan '04

Feature Request/Suggestion: When getting a customer history (for example, by clicking on the CustomerID in the zoomed ticket view), it would be very useful if there was a link to auto-create a CustomerUser record if one didn't exist. Some background: We're interested in grouping (and searching) our tickets by the company they originate from. Because there doesn't appear to be a way to search based on the Group, our current approach is to use a FreeTextKey/Value pair to designate the "Company" and "company name" in each ticket. In addition we use the "Comment" field in the Customer data to designate the company they are associated with. When a new ticket comes in from an existing CustomerUser, I've modifed NewTicket.pm to auto-fill in the appropriate Key/Value based on the "Comment" field in the CustomerUser record. Basically, we use the "Comment" field as a way to associate a CustomerUser w/ a company. For new/unique email addresses, it's a bit cumbersome to go back to the admin interface and create a new CustomerUser record, when all the info we need is in there in the history page. It would be very helpful if there was a way to easy-create (or auto-create) a new CustomerUser at this point. I realize this may complicate some permissions issues, however, it seems like a logical addition to this page. Or, is there another way to do what I'm trying to do? Thanks again for the kick-ass system :) -- Joe

2 1

OTRS is great! (but I have some questions)
by Mike Edwards 29 Jan '04

29 Jan '04

It is nice to have a clean, browser-independent ticket system that interfaces so nicely with e-mail. (We've never had a ticket system at all before, so I would have liked nearly anything, but OTRS looked like the best fit for us anyway.) There are a few questions I have, though, that the documentation is not quite clear on: 1. Is there a way to set it so that a given ticket will automagically be assigned an owner (other than root)? Maybe on a per-queue basis? 2. It seems that I have to go through Utilities to see all open tickets. It would be nice to see all the tickets that I own when I log in. 3. How do the "next ticket states" work? I set a ticket to "pending auto-close+" but the ticket did automatically close. If someone could describe each possible ticket state, that would be helpful! 4. What is the purpose of locking and unlocking tickets? Is a locked ticket unavailable to anyone but the owner? Sorry if these have been asked before, but I couldn't find a search mechanism for the list. TIA, Mike -- Mike Edwards, MIS Edwards Graphic Arts 2700 Bell Ave Des Moines, IA 50321 voice: 515.280.9765 x128 fax: 515.280.9631 e-mail: Mike.Edwards at ega.com text pager: medwards at vtext.com (160 char limit)

2 1

Language problem
by Mark (Because We Can) 29 Jan '04

29 Jan '04

Hi there.. Been using OTRS for a short while - absolutely fantastic ;-) I have a slight problem. When i click on any of the "compose answer (email)" options that i have setup, for certain users, the header and footer appear in German although I have the defaults set to english. I though this may be something to do with my customer accounts, but have checked that the users are set to use the english language. Any ideas?

2 1

SetPermissions.sh bug..
by Brice Levy 29 Jan '04

29 Jan '04

Hi, I hope I am answering in the thread, if not iam refering to http://lists.otrs.org/pipermail/otrs/2004-January/003508.html . I'm experiencing the same problem with otrs 1.2, while I did not with 1.1.3 Using the SetPermissions.sh from 1.1.3 on the 1.2 system solved it, the only difference seems to be : < chmod 775 $OTRSDEST/var/log/TicketCounter.log --- > chmod 644 $OTRSDEST/var/log/TicketCounter.log Brice Levy

1 0

Creating a ticket from a forwarded mail, and bugzilla
by Brice Levy 29 Jan '04

29 Jan '04

Hi, I am installing and configuring OTRS for our company and have a couple questions. 1. Is it possible to create a ticket from a mail that was forwarded from a regular e-mail client ? ie : a customer sends mail about a problem to an address which is not poped by otrs, but with a regular email client, say outlook. I would like to create a new ticket in OTRS by forwarding this mail to the otrs system. The trouble is, the newly created ticket has the agent's address as customerID, and I could not find anything relevant in the header which i could filter with procmail to set the original sender (the customer) adress as the owner of the ticket. 2. Has anyone tried some kind of interfacing with bugzilla ? The best would be a form which creates an item in bugzilla filled with all the needed ticket infos or maybe just a link to such a page. Maybe the print view could be used to fill the form or show the info ? Thanks, Brice

3 5

OTRS 1.1.3 / 1.2 charset problems (ISO8859-1 /utf-8) apache/Activ eDirectory
by Arnesen Eivind 28 Jan '04

28 Jan '04

Hi folks.. During testing of OTRS I found that there was problems with the charset being used. I was originally using ISO8859-1 which worked fine, except when I retrieved customer info from Active Directory - then the norwegian specific character were messed up, but only in the fields extracted from LDAP/AD. If I changed to utf8, the problem was reversed. The info from AD looked fine, but the norwegian characters in the OTRS webpages were a mess. I've installed 1.2 beta in case the problem goes away, but it seems the same. However, I found that I'm not able to specify $Self->{DefaultCharset} = 'utf-8'; in Config.pm; I get an error 500: Server error! The server encountered an internal error and was unable to complete your request. Error message: Usage: Apache::RequestRec::BINMODE(r) at /opt/otrs//Kernel/System/Encode.pm line 223. .... I think the apache error went away when I disabled mod_perl, but I had the same character problems as well as poor performance :- ( I'm not a perl programmer, but I was thinking that perhaps it should be possible to convert the UTF-8 strings from AD to ISO8859-1 by modifying somewhere in the OTRS files...? I appreciate any tip that helps me solve the problem.... Thanks.. Eivind

2 1

Faqs in Demo system
by Covert, Jake 28 Jan '04

28 Jan '04

Can you add some faqs to the demo system (beta 1.2 -1) so we can try it out? I don't see any available. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

2 1

options with tickets
by Hans Scheffers 28 Jan '04

28 Jan '04

When a ticket arrives in the queue, you get a few option, like lock, priority a.s.o. Is it possible to add a move option to move the mail to another queue, without having to zoom the ticket (this could be very nice with spam ;-) grtz -- Hans Scheffers

2 3

OTRS 1.2 Beta 1 notes/comments
by Covert, Jake 28 Jan '04

28 Jan '04

Couple of notes / questions / suggestions so far: 1) The image mask on the FAQ button (from Admin interface) needs to be worked on. 2) The word "end" in the customer interface needs to be capitalized like the rest of the links. 3) Would it be possible to bake in an Admin preference that can limit the statistics displayed for clarity? 3.5) When you click on a statistics graph, it displays the same graph in its own window. Is it possible to have mkStats.pl generate a normal and a large graph, and then have the default action display the larger graph when clicked? Kind of like zooming in... 4) Reports. Any chance reports development is for along enough to include? FAQ ====== 1) I think it would help the customers if in the FAQ area, there was a section for the admins to list the top 10 (for some such number) FAQs. Then if not listed, they could use the search function underneath that. 2) How does one (as a technician) add a FAQ? Is this only done via the Admin interface? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems Process and Systems Integration Center Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: announce-bounces(a)otrs.org [mailto:announce-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Thursday, January 22, 2004 10:09 PM To: announce(a)otrs.org Subject: [announce] OTRS 1.2 Beta 1 (South Beach) Released The OTRS Team is pleased to announce the release of OTRS 1.2 Beta 1. This is the first "beta" version of the new OTRS 1.2. Major Changes: ============== * new FAQ/Support/Knowlage database (with agent, customer and public interface) * new "single sign on" (pre-authentication) feature to auth modules (now we do have the following default mdoules: DB, LDAP and HTTPBasicAuth) * new PostMaster(POP3).pl filter options like procmail (configurable over Kernel/Config.pm) * new agent interface notifications modules layer/feature (show agent notifications in agent interface, it's possible to write your own modules e. g. for escalation infos like: Ticket 123 needs to be answerd within the next 2 hours) * new ticket permission modules layer/feature (so you can write your own permission concept) * new UTF-8 support (for frontend and backend) * new internationalization of agent notification messages (configurable over admin interface) * new SAPDB support (experimental) * new Oracle support (experimental) * new translations (new we have Brazilian Portuguese, Bulgarian, Czech, Dutch, English, Finnish, French, German, Italian, Polish, Portuguese, Russian and Spanish) * improved screen handling (back, next window, last window, ...) * improved html themes * improved ticket permission options (ro, rw, move, create, ...) * improved ticket free text feature (in ticket search and phone view - max. 8 Keys and 8 Values) * improved ticket search (with more ticket properties and time options) * improved GenericAgent (with more options for search and set properties) * improved TicketStorageModule (now it's possible to switch from one to the other backend on the fly) (details: http://cvs.otrs.org/cvsweb.cgi/otrs/CHANGES?rev=1.106) Download: ========= ftp://ftp.otrs.org/pub/otrs/ (Germany/Hamburg) ftp://ftp.gwdg.de/pub/misc/otrs/ (Germany/Göttingen) ftp://ftp.samurai.com/pub/otrs/ (Canada/Toronto) (a full list of all download mirrors (ftp/http/rsync) is available at http://otrs.org/download/) ----------------------------------------------------------------- MD5 message digest (128-bit) checksums 43118a5144f29b78bd8e97050fba7809 ./RPMS/suse/7.3/otrs-1.2.0-beta1.i386.rpm 42647e67cbeff7b4410ab25ec7b614c0 ./RPMS/suse/8.x/otrs-1.2.0-beta1.i386.rpm e37b0d3d3651551cc22213f3bc9e42ce ./RPMS/suse/9.x/otrs-1.2.0-beta1.i386.rpm 86c549efed45bb2918d73ff8c3b8afed ./RPMS/redhat/7.x/otrs-1.2.0-beta1.i386.rpm e357fc1aaa6332d583569b975618cc81 ./RPMS/redhat/8.0/otrs-1.2.0-beta1.i386.rpm 7437868ec1cad19ac4fe638497e3fc78 ./SRPMS/suse/7.3/otrs-1.2.0-beta1.src.rpm 236880e0bb3e8695733b9d9a9f44fe36 ./SRPMS/suse/8.x/otrs-1.2.0-beta1.src.rpm 1eb1b96db71b564db071fa92b88e1e2c ./SRPMS/suse/9.x/otrs-1.2.0-beta1.src.rpm cbe4ffd7953831b04d5eab9b99a1e1eb ./SRPMS/redhat/7.x/otrs-1.2.0-beta1.src.rpm 007710f16a137a84e0ad70325b1f35dd ./SRPMS/redhat/8.0/otrs-1.2.0-beta1.src.rpm 20c8680535a1f8aa0cedcad1ea7eca22 ./otrs-1.2.0-beta1.tar.gz ff2aa49ad598d5fcd07522fe6463947c ./otrs-1.2.0-beta1.tar.bz2 ----------------------------------------------------------------- Upgrading: ========== For those folks who are using OTRS 1.1 and want to upgrade to 1.2 please read the UPGRADING and INSTALL files. Online Documentation: ===================== http://doc.otrs.org/cvs/en/html/ http://doc.otrs.org/cvs/de/html/ Bugreports: =========== http://bugs.otrs.org/ (Thanks!) We appreciate your help with the development of OTRS. :-) Have a lot of fun! Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ announce mailing list announce(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/announce

3 4

authentication with ldap
by Leonardo Amezquita 28 Jan '04

28 Jan '04

Hi list I want to make the authentication with ldap already i see it is url http://doc.otrs.org/1.1/html/user-auth-backend.html#AEN596 but not what i must do? Thanks you Leonardo

2 1

Where i can modify Subject ?
by Jerome Schevingt 28 Jan '04

28 Jan '04

Hi I don't see where i can modify the information of the email notification : ====================================================== Subject: [Ticket#: 2004012710000029] New ticket notification! (Envoi d'un message [...]) From: OTRS Notification Master <otrs(a)support.phibee.net> ====================================================== I want change the subject and the "From", where is it ? thanks for your help

2 1

Support for Interbase
by Charles R. "Rusty" Thompson 28 Jan '04

28 Jan '04

One of our core products uses the Interbase database which can also be found as open source at ibphoenix.org. The thought occurred to me that OTRS could be ported to use this database which is open source and also multi-platform as another alternative to Oracle and MySQL. This would also bypass the issue between Apache for Windows and MySQL sleeping threads, opening the door for a more friendly and direct Windows installation (without exim, etc) Does the seem like a viable option for a future release? Charles

2 1

Customer User Queue Access
by L. Mark Stone 28 Jan '04

28 Jan '04

We are an outsourcing shop performing network maintenance and help desk services for a growing number of clients. We would like to implement the Customer Interface, so customers can both track their own trouble tickets and create new trouble tickets when their email system is down. (Normally, we have each client set up an account 'trouble(a)client-domain.com' on their own email system, and then we have OTRS pull down emails sent to these 'trouble' addresses. We dispatch these emails by queue, so emails sent to trouble(a)Client-One.com wind up automatically in the Client-One::Incoming queue.) But, we only want clients to see tickets in their own company's queues. Each client has a top queue with the name of the client, and then three sub-queues: Incoming, Closed and Invoiced (my favorite!) We tried the Groups feature, but it seems to be only for Agent accounts, not Customer accounts. Maybe we didn't use this correctly. So, how do I set permissions so that: 1. Customers that self-register can't see any queues until I give them permission, and; 2. Customers for whom I have set permissions can only see tickets in their own Incoming, Closed and Invoiced queues, and; 3. I can allow a Customer's chief financial officer to see all three sub-queues, but regular customer users can only see Incoming and Closed sub-queues? We are not using LDAP or any other external authentication other than what is built in to the product and MySQL. Thanks for a terrific product!! Happy New Year to all! Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Web: http://www.RNoME.com

2 1

Directing Mail to server
by Bakari Allen 27 Jan '04

27 Jan '04

Is there any way to direct the system to use a mail relay for sending e-mail instead of relying on the MTA in the system? I ask because we have the OTRS system setup inside our network behind our firewall and several of our e-mails get blocked when we send to our sister domains. The Spam filter cannot resolve the DNS name of our internal server because we do not point it to our internal DNS servers for resolution. Therefore, it does not the find a valid pointer to the OTRS server and blocks the mail as Spam. Bakari A. Allen Director of Information Technology Jackson and Hardwick, LLC 770.625.0200 extension 210 bakari.allen(a)jhlaw.net

2 1

RE: [otrs] Users of OTRS in UK
by Hunt, Peter - Capita Registrars 27 Jan '04

27 Jan '04

Thanks Phillip. I'll call to talk it through with you. Rude words are not a problem! Regards, Peter Hunt -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Phillip Baker Sent: 27 January 2004 14:32 To: User questions and discussions about OTRS. Subject: Re: [otrs] Users of OTRS in UK I guess you could look at our install.. It's not particularly customised but illustrates a basic use with sales and support action in.. I'll warn you now some of the closed tickets have rude words in the comments where spam keeps arriving in the queues (only a little; we've put quite strong anti-spam protection in place on our otrs bound email) Regards, Phillip Baker LC Host Administrator phil(a)lchost.co.uk <mailto:phil@lchost.co.uk> 07793 228080 ----- Original Message ----- From: Hunt, Peter - Capita Registrars <mailto:phunt@capitaregistrars.com> To: 'OTRS(a)otrs.org' <mailto:'OTRS(a)otrs.org'> Sent: Tuesday, January 27, 2004 2:21 PM Subject: [otrs] Users of OTRS in UK Hello, I have been asked to find a replacement for our current Help Desk software and have a shortlist of products to review. I am impressed with OTRS, but I need to make a case to my IT Director, particularly as Open Source software is new to this company. Are there any UK users out there who are willing to act as a reference site that I can visit to see OTRS in action? Thank you. Peter Hunt IT Customer Services Manager Phone: 020 8639 2433 Fax: 020 8639 2384 ********************************************************************** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, please e-mail the sender immediately by replying to this message and delete the material from any computer. This Message is attributed to the sender and may not necessarily reflect the view of Capita Registrars, its subsidiaries or associates. If you would like to find out more about Capita Registrars, please visit our website at http://www.capitaregistrars.com Capita Registrars is a trading name of Capita IRG Plc. Registered Office: The Registry 34 Beckenham Road Beckenham Kent BR3 4TU Registered in England no: 2605568 Part of The Capita Group Plc. ********************************************************************** _____ _______________________________________________ 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/ This email has been scanned for all viruses by the MessageLabs SkyScan service. ********************************************************************** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, please e-mail the sender immediately by replying to this message and delete the material from any computer. This Message is attributed to the sender and may not necessarily reflect the view of Capita Registrars, its subsidiaries or associates. If you would like to find out more about Capita Registrars, please visit our website at http://www.capitaregistrars.com Capita Registrars is a trading name of Capita IRG Plc. Registered Office: The Registry 34 Beckenham Road Beckenham Kent BR3 4TU Registered in England no: 2605568 Part of The Capita Group Plc. **********************************************************************

1 0

Users of OTRS in UK
by Hunt, Peter - Capita Registrars 27 Jan '04

27 Jan '04

Hello, I have been asked to find a replacement for our current Help Desk software and have a shortlist of products to review. I am impressed with OTRS, but I need to make a case to my IT Director, particularly as Open Source software is new to this company. Are there any UK users out there who are willing to act as a reference site that I can visit to see OTRS in action? Thank you. Peter Hunt IT Customer Services Manager Phone: 020 8639 2433 Fax: 020 8639 2384 ********************************************************************** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, please e-mail the sender immediately by replying to this message and delete the material from any computer. This Message is attributed to the sender and may not necessarily reflect the view of Capita Registrars, its subsidiaries or associates. If you would like to find out more about Capita Registrars, please visit our website at http://www.capitaregistrars.com Capita Registrars is a trading name of Capita IRG Plc. Registered Office: The Registry 34 Beckenham Road Beckenham Kent BR3 4TU Registered in England no: 2605568 Part of The Capita Group Plc. **********************************************************************

2 1

Moving attachments/html messages to special queue
by otrs-users＠neenerville.com 27 Jan '04

27 Jan '04

Hi, I'm wondering if anyone has developed a procmail rule to put any e-mail messages with an attachment or that are in HTML into a special queue. Does anyone have any ideas on how to go about doing this? Thanks, Paul

2 1

Adding BCC field for ticket reply email
by Richard Stockton 27 Jan '04

27 Jan '04

Hi OTRS people, First, I am new to the list, so please be kind. [grin] I have tried a couple of different things trying to add a BCC field to the ticket response email page. So far I haven't figured out how to do it. This seems like it should be a simple thing to do, and we really need to be able to send copies to internal people without the client seeing all the additional emails (they tend to want to reply to them all, creating excess traffic). The global BCC doesn't work for us because we have different people needing to be BCCed depending on the content and client. I can see the code in the Sendmail.pm module for handling BCC's, so I assume it can be done, but how? I am a fairly experienced perl programmer, but I am getting lost among the various OTRS modules. If someone could point me in the right direction to get this done, I would be most appreciative. Thanks in advance. - Richard Stockton

2 1

RE: [otrs] Locked out of OTRS's Admin section... :(
by David Herselman 26 Jan '04

26 Jan '04

2 1

loading home administration
by Leonardo Amezquita 26 Jan '04

26 Jan '04

Hi list I have i see the page the administration,but when it finishes down of the tables i see the following messages Forbidden You don't have permission to access /otrs/ on this server. Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request. Apache/2.0.40 Server at 192.168.10.20 Port 80 i hope can to help me Thanks you

2 1

Locked out of OTRS's Admin section... :(
by David Herselman 26 Jan '04

26 Jan '04

2 1

Receiving Email via Pop3
by Andreas Bublitz 24 Jan '04

24 Jan '04

Hey Guys, thanks for the help again. It solved my problem partially. Right now I can write emails, but I cannot receive them. My settings should be correct since I am sending my emails with the same address I am receiving them. I also know that there are emails at that pop3 account, since I can get them by using an email client. I was wondering if this problem has anything to do with perl. If I go to http://localhost, Hello World will not work even thought the date and numbers scripts are working, Thanks in advance, Andi Bublitz

2 1

FAQ Database on 1.2b
by Christoph Kaulich 23 Jan '04

23 Jan '04

Hello, I have just installed the 1.2b, but I can't find the the way to * new FAQ/Support/Knowlage database (with agent, customer and public interface) Can someone point me to? Christoph Kaulich

2 1

Delete ticket
by Leonardo Amezquita 22 Jan '04

22 Jan '04

Hi list I want to erase a ticket already copy the example of the url http://doc.otrs.org/cvs/en/html/generic-agent-example.html But not like to erase the ticket i hope can help me Leonardo

3 11

1.2b distribution on website?
by Joseph Saracino 22 Jan '04

22 Jan '04

Will there be an OTRS 1.2(beta) distribution in the downloads section on the website? I'd like to try out the beta, but I'm a little wary of grabbing a random cvs dump. Thanks for the great system :) -- Joe

2 1

Move from e-mail's from one queue to another
by Wilhelm Farrugia 22 Jan '04

22 Jan '04

Hello, Would like to move e-mails with specific attributes ( sender, subject ) from one queue to another. Please note that the e-mails have already been popped to the queue so you cannot use the Dispatch on Sender option, done in config file. Is there a way to create a Generic Agent to achieve this ? 10x, wil

2 1

RE: [otrs] Pending Reminder -
by Thomas Nilsen 22 Jan '04

22 Jan '04

That would explain it.. :-) Thomas >-----Original Message----- >From: Martin Edenhofer [mailto:me@otrs.de] >Sent: Wednesday, January 21, 2004 7:32 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] Pending Reminder - > > >Hi Thomas, > >On Wed, Jan 21, 2004 at 03:46:12PM +0100, Thomas Nilsen wrote: >> I'm 200% sure I did that already. We always restart apache >after changing OTRS settings. >> >> I'll do it again just to make sure. > >You also need the current cvs head to use this new feature! :) > >> Regards, Thomas > > Martin Edenhofer > >-- >((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/ > 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

error
by Leonardo Amezquita 21 Jan '04

21 Jan '04

hi the problem it is generated to load tha page of login of administration i see tha page but to end i see the following messages Forbidden You don't have permission to access /otrs/ on this server. Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request. Apache/2.0.40 Server at 192.168.10.20 Port 80 i hope can help thanks you Leonardo

2 4

RE: [otrs] Pending Reminder -
by Thomas Nilsen 21 Jan '04

21 Jan '04

I'm 200% sure I did that already. We always restart apache after changing OTRS settings. I'll do it again just to make sure. Regards, Thomas >-----Original Message----- >From: Robert Kehl [mailto:robert.kehl@otrs.de] >Sent: Wednesday, January 21, 2004 3:38 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] Pending Reminder - > > >On Wednesday, January 21, 2004 12:44 PM >Thomas Nilsen <Thomas.Nilsen(a)roxar.com> wrote: >> Should the SendNoPendingNotificationTime also apply to tickets with >> "Pending Reminder"? >> I have added the following to Kernel/Config.pm, but we still see >> notifications on tickets with Pending Reminder every 2 hours.. > >Try restarting the webserver, it should help: > >apachectl restart > >or on Suse: > >rcapache restart > >or on Windows: > >net stop apache2 & net start apache2 > >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/ > 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.

2 1

Pending Reminder -
by Thomas Nilsen 21 Jan '04

21 Jan '04

Should the SendNoPendingNotificationTime also apply to tickets with "Pending Reminder"? I have added the following to Kernel/Config.pm, but we still see notifications on tickets with Pending Reminder every 2 hours.. If I understand this setting correctly, notifications should only be send out at 08:00 mon-fri with the configuaration as set below? $Self->{SendNoPendingNotificationTime} = { Mon => [ 0,1,2,3,4,5,6,7,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Tue => [ 0,1,2,3,4,5,6,7,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Wed => [ 0,1,2,3,4,5,6,7,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Thu => [ 0,1,2,3,4,5,6,7,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Fri => [ 0,1,2,3,4,5,6,7,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Sat => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Sun => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], }; Regards, Thomas Nilsen Svg Support Tel: +47 51 81 01 30 - Mob: +47 916 98 229 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.

2 1

Sender without [Ticket#xx] -always a new ticket?
by Alexander Saam 21 Jan '04

21 Jan '04

As far as I understood that correctly, further email of a sender is recognized on [ Ticket#xxxxxx ] in the line for reference text and assigned then to the ticket. Now if a customer sends a new Mail, then a new ticket is provided. Is there a possibility the Mail to always sort into the open ticket, therefore identify by the return addresses?

2 1

Deleting Users, Queue , System Address
by kannan v 20 Jan '04

20 Jan '04

Dear All, I have installed OTRS and slowly getting acquainted with its nice features. Want to know whether there is a provision for deleting users, ( both customer and Agent ) , Queue and System Address. If there is no interface , kindly guide me about the sql's to run on the DB for the removal of the above that will also delete all the dependencies. Also it will be very helpful if some one can tell me about how to restrict the queues ( OR emai id's ) that gets listed in the To field of the Customer Message interface that is used to create New Ticket. ( That is , I don't want to display all the queues OR system emai ids in the New Ticket Creation Page because this causes confusion in the customer users ). Again, congrats to the developers of OTRS for a really good product . Thanking you, Kannan. Yahoo! India Matrimony: Find your partner online.Post your profile.

6 10

add client
by Leonardo Amezquita 20 Jan '04

20 Jan '04

Hi this is the error Error: Email address (leolafin(a)hotmail.com) not valid (invalid leolafin(a)hotmail.com (mx)! )! Comentario: Reporte de errores: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Mon Jan 19 12:02:58 2004 Message: Email address (leolafin(a)hotmail.com) not valid (invalid leolafin(a)hotmail.com (mx)! )! Traceback (2152): Module: Kernel::System::CustomerUser::DB::CustomerUserAdd (v1.14.2.2) Line: 295 Module: Kernel::System::CustomerUser::CustomerUserAdd (v1.15) Line: 77 Module: Kernel::Modules::AdminCustomerUser::Run (v1.7 ) Line: 130 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 609 Module: (eval) (v1.58) Line: 187 Module: ModPerl::RegistryCooker::run (v1.58) Line: 187 Module: ModPerl::RegistryCooker::default_handler (v1.58) Line: 159 Module: ModPerl::Registry::handler (v1.99) Line: 16 thanks you Leonardo

2 1

[error] 1068: ModPerl::Registry: connection failed at D:/otrs/otrs//Kernel/System/CheckItem.pm line 68
by Andreas Bublitz 19 Jan '04

19 Jan '04

Hey everyone, I've installed "OTRS 1.1.3 for Win32 Beta4" on a Windows 2000 computer. The installation seemed to work out. (There is just that Apache error, which is normal according to the installation guide.) When I create a new user or reply to an email, I get this error message "[error] 1068: ModPerl::Registry: connection failed at D:/otrs/otrs//Kernel/System/CheckItem.pm line 68". I didn't know how to get rid of this error, so I installed OTRS on a different computer running Windows 2000. Same mistake. After that I installed OTRS on a Win XP Home computer, but I am still getting this error message. Does anyone have a solution for this problem? Thanks in advance for any help, Andi Bublitz

2 1

[error] 1068: ModPerl::Registry: connection failed at D:/otrs/otrs//Kernel/System/CheckItem.pm line 68
by Andreas Bublitz 19 Jan '04

19 Jan '04

Hey everyone, I've installed "OTRS 1.1.3 for Win32 Beta4" on a Windows 2000 computer. The installation seemed to work out. (There is just that Apache error, which is normal according to the installation guide.) When I create a new user or reply to an email, I get this error message "[error] 1068: ModPerl::Registry: connection failed at D:/otrs/otrs//Kernel/System/CheckItem.pm line 68". I didn't know how to get rid of this error, so I installed OTRS on a different computer running Windows 2000. Same mistake. After that I installed OTRS on a Win XP Home computer, but I am still getting this error message. Does anyone have a solution for this problem? Thanks in advance for any help, Andi Bublitz

2 1

RE: [otrs] Configuring users from Mozilla
by Horna, Thomas 19 Jan '04

19 Jan '04

hi, I am using Firebird ( 0.7 version )and its ok... Thomas W. Horna > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Liste > Sent: Friday, January 16, 2004 12:22 PM > To: otrs(a)otrs.org > Subject: [otrs] Configuring users from Mozilla > > > Hi all, > I'm new to this list, and couldn't find a similar subject to > mine in the > archives. > > When I want to configure users from Mozilla, I get strange problems. > 1) When opening the users page, the details of a user will already be > shown, instead of a blank fields. > 2) Choosing some user for editing brings up the details that came up > with the page, not the details of that user. > > In IE it works alright, but actually, I wouldnÄt like to > switch browsers > only for editing users... > Any ideas? > > -- > Greez, > Peter Koch > mailto:liste at lala dot ath dot cx > > _______________________________________________ > 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

[error] 1068: ModPerl::Registry: connection failed at D:/otrs/otrs//Kernel/System/CheckItem.pm line 68
by Andreas Bublitz 19 Jan '04

19 Jan '04

Hey everyone, I've installed "OTRS 1.1.3 for Win32 Beta4" on a Windows 2000 computer. The installation seemed to work out. (There is just that Apache error, which is normal according to the installation guide.) When I create a new user or reply to an email, I get this error message "[error] 1068: ModPerl::Registry: connection failed at D:/otrs/otrs//Kernel/System/CheckItem.pm line 68". I didn't know how to get rid of this error, so I installed OTRS on a different computer running Windows 2000. Same mistake. After that I installed OTRS on a Win XP Home computer, but I am still getting this error message. Does anyone have a solution for this problem? Thanks in advance for any help, Andi Bublitz

1 0

Postgresql unicode compatability
by Boris Ratner 18 Jan '04

18 Jan '04

Hello List! I use OTRS with POSTGRESQL where the otrs database defined as "UNICODE". I need OTRS to support messages in hebrew language (that was the main reason for UNICODE database). When i send a hebrew message encoded in UTF-8 everything is fine. The problem is that (almost) nobody uses that encoding to send e-mail , vast majority of people use "Windows-1255" and minority use "iso-8859-8" (for unkown to me reasons mozilla-mail sends hebrew mail in "iso-8859-8-i" encoding). When one of these encodings (win || iso) hits otrs@mydomain the following happens: <log extract><snip> procmail: Executing "/opt/otrs//bin/PostMaster.pl" DBD::Pg::db do failed: ERROR: invalid byte sequence for encoding "UNICODE": 0xed20e7 a t /opt/otrs/Kernel/System/DB.pm line 172. ERROR: OTRS-PM-10 Perl: 5.8.2 OS: linux Time: Tue Jan 13 02:21:47 2004 Message: ERROR: invalid byte sequence for encoding "UNICODE": 0xed20e7, SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (5, 1, 3, 'Bo ris Ratner <mlug(a)ratner.mine.nu>', '', 'otrs(a)ratner.mine.nu', '', 'שלום חבר', '<40033 A37.1020402(a)ratner.mine.nu>', 'שלום אח שלי יקר! ', 'text/plain; charset=ISO-8859-8-I; format=flowed', '2004/01/13', 1, 1073953307, cu rrent_timestamp, 1, current_timestamp, 1)' Traceback (19772): Module: Kernel::System::Ticket::Article::CreateArticle (v1.27.2.3) Line: 97 Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 107 Module: Kernel::System::PostMaster::Run (v1.31.2.3) Line: 209 Module: /opt/otrs//bin/PostMaster.pl (v1.13.2.2) Line: 99 ERROR: OTRS-PM-10 Perl: 5.8.2 OS: linux Time: Tue Jan 13 02:21:47 2004 Message: No last customer article found! </snip></log extract> No ticket/article is created and i can't tell for sure if any notification on "you missed an e-mail" was sent. If i send an utf-8 email with attachment in content type "message/rfc822" encoded with non-utf8 hebrew encoding i get the following in the logs: <snip> procmail: Executing "/opt/otrs//bin/PostMaster.pl" DBD::Pg::db do failed: ERROR: invalid byte sequence for encoding "UNICODE": 0xed20e0 at /opt/otrs/Kernel/System/DB.pm line 172. ERROR: OTRS-PM-10 Perl: 5.8.2 OS: linux Time: Sat Jan 17 09:32:58 2004 Message: ERROR: invalid byte sequence for encoding "UNICODE": 0xed20e0, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) </snip> in this case a new ticket is created BUT the only attachemnt i can see is the subject of the attached .eml file. POSSIBLE SOLUTION Now i'm working on a script to be run before ../bin/Postmaster.pl that will convert _ALL_ incoming mail to UTF-8. IMHO there is no need for ORTS to handle encodings internally - unicode works great. Please let me know on any suggestions in this matter. How does MySQL handles the same problems? Kind Regards, Boris Ratner.

2 1

no users
by MEGA Hospedagem 18 Jan '04

18 Jan '04

Is it possible to don't need users on OTRS? I just want people to fill a form with: - Department (Sales / Support) - Name - E-Mail - Main domain (I run a hosting company) - Message - Priority that's because I wanna give support to non-clients too, like ppl with doubts on my hosting plans, or that want special plans... thanks

2 3

Access denied
by MEGA Hospedagem 17 Jan '04

17 Jan '04

Almost resigning from installing OTRS... :( After changing all FindBin to the correct path on all .pl (because FindBin was returning "/" instead of the correct directory... probably because that's a virtual server), I was getting this message (installer.pl): mysql -u myuser -pXXX -h localhost -e "GRANT ALL PRIVILEGES ON myuser_otrs.* TO myuser_otrs@localhost IDENTIFIED BY 'YYY' WITH GRANT OPTION" false! :-( no idea why, since "myuser" is the owner of this database... I then decided to use the MySQL root user to install this and got "Database setup successful!" After that, I runned the /index.pl and when I was almost smiling... Error: Access denied for user: 'myuser_otrs@localhost' (Using password: YES) but the user was added!!! this thing gonna drive me crazy

2 2

OTRS vs. TurnOver
by Jason Coltrin 17 Jan '04

17 Jan '04

I will give a brief demo of OTRS to our department heads and compare OTRS to a licensed helpdesk suite called "Turn Over", which runs an AS400 database back-end. Besides the obvious benefits of OTRS (web-based, price, ease of use, email filtering, and support), what are some winning features of OTRS I can highlight? Is there a way someone, who knows their ticket number, enter that number into a web-interface and check the status of a ticket? Check to see which tech has been assigned the ticket, age of the ticket, and read notes about the ticket? I understand if this was not the intent of OTRS in it's design; general public is not to have access to the system without a un/pw. One more issue is our installation does not have graphs installed. I would like to install this but I'm unfamiliar with CPAN. Our OTRS is installed on Debian and I'd like to install the graphs with as little pain as possible. Will following the steps below install graphs on the Stats page? 1. Install CPAN Modules (if needed): --------------------------------- Note: use "bin/otrs.checkModules" to get an overview of all installed and required cpan modules. a) Install the RPMs if your distributions provides RPMs for the required CPAN modules. b) Install the required modules via CPAN shell (http://www.cpan.org/) perl -MCPAN -e shell; ... install Digest::MD5 install Net::DNS install MIME::Base64 (if Perl < 5.8) ... if you plan to use an LDAP directory service you should install Net::LDAP ... install Net::LDAP ... and maybe the GD stuff (stats support, not required!) ... install GD install GD::Text install GD::Graph install GD::Graph::lines install GD::Text::Align ... Check if all needed modules are installed: ------------------------------------------ $shell:~> perl -cw /opt/otrs/bin/cgi-bin/index.pl /opt/otrs/bin/cgi-bin/index.pl syntax OK $shell:~> perl -cw /opt/otrs/bin/PostMaster.pl /opt/otrs/bin/PostMaster.pl syntax OK $shell:~> If you get "syntax OK" it seems to be Ok. Go ahead. Thanks very much, Jason Coltrin AGIA Inc. PCSS IV

6 5

RE: [otrs] OTRS vs. TurnOver
by Jason Coltrin 16 Jan '04

16 Jan '04

Thanks to all for the replies. Early preparation for these types of questions makes life a little easier. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Friday, January 16, 2004 2:10 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS vs. TurnOver On Thursday, January 15, 2004 11:38 PM Jason Coltrin <JColtrin(a)agia.com> wrote: > I will give a brief demo of OTRS to our department heads and compare > OTRS to a licensed helpdesk suite called "Turn Over", which runs an > AS400 database back-end. Besides the obvious benefits of OTRS > (web-based, price, ease of use, email filtering, and support), what > are some winning features of OTRS I can highlight? Not to forget the ability to seamlessly work together with existing LDAP backends for customer and user agent data retrieval! 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/

1 0

Configuring users from Mozilla
by Liste 16 Jan '04

16 Jan '04

Hi all, I'm new to this list, and couldn't find a similar subject to mine in the archives. When I want to configure users from Mozilla, I get strange problems. 1) When opening the users page, the details of a user will already be shown, instead of a blank fields. 2) Choosing some user for editing brings up the details that came up with the page, not the details of that user. In IE it works alright, but actually, I wouldnÄt like to switch browsers only for editing users... Any ideas? -- Greez, Peter Koch mailto:liste at lala dot ath dot cx

1 1

RE: [otrs] SetPermissions.sh bug..
by Thau Thai 16 Jan '04

16 Jan '04

Sorry for the hassle. I was getting 'Permission denied at /opt/otrs/bin/mkStats.pl line 194.' This is the error message from crontab when it was trying to execute the mkStats.pl file. I thought if I execute the SetPermissions.sh file it might fix it but got worst. I reinstalled the Linux OTRS rpm package and seems to have fixed it. Please excuse me, as I am still new to Linux. This OTRS system has taught me heaps. I have been trialling the OTRS Win32 version and got all of that working. Now testing it all out on a Linux 9 machine, so far so good. Thanks for your help from previous help requests. Regards, Thau. -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Friday, 16 January 2004 4:13 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] SetPermissions.sh bug.. On Friday, January 16, 2004 2:18 AM Thau Thai <Thau.Thai(a)cydn.com.au> wrote: > After executing the SetPermissions.sh I get the error shown below. > There are problems with my OTRS. Did anyone had this same problem, is > there a fix? What exactly did you execute? Why did you do it? 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/

2 1

installing on virtual server
by MEGA Hospedagem 16 Jan '04

16 Jan '04

Hello, I run a hosting company, and I'd like to install OTRS to support my clients. But I don't want to install OTRS "globally" on the system. I just want to install it on the main account of my site ( /home/myaccount/ ). Is it possible? Is there a tutorial for that? The ones I read just teached how to install it as root Thanks, Luís Fernando

2 6

SetPermissions.sh bug..
by Thau Thai 16 Jan '04

16 Jan '04

After executing the SetPermissions.sh I get the error shown below. There are problems with my OTRS. Did anyone had this same problem, is there a fix? Thanks. Thau. -----Original Message----- From: Cron Daemon [mailto:root@trinity.cydn.net.au] Sent: Friday, 16 January 2004 11:10 AM To: Thau Thai Subject: Cron <otrs@trinity> $HOME/bin/PostMasterPOP3.pl >> /dev/null ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Fri Jan 16 11:10:04 2004 Message: Can't write /opt/otrs/var/log/TicketCounter.log: Permission denied Traceback (2774): Module: Kernel::System::Ticket::Number::DateChecksum::CreateTicketNr (v1.8.2.1) Line: 85 Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 80 Module: Kernel::System::PostMaster::Run (v1.31.2.3) Line: 209 Module: main::FetchMail (v1.9.2.2) Line: 169 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.9.2.2) Line: 106 Can't write /opt/otrs/var/log/TicketCounter.log: at /opt/otrs/Kernel/System/Ticket/Number/DateChecksum.pm line 89.

2 1

Moving lots of tickets to a new queue
by travis＠cloudmark.com 15 Jan '04

15 Jan '04

We have a few queues that contain hundreds of email messages that we would like to move to another queue. Is there a way to move all messages in a queue to another queue? Thank you Travis ________________________________ I've stopped 53,041 spam messages. You can too! One month FREE spam protection at www.cloudmark.com <http://www.cloudmark.com/spamnet?v1> <http://www.cloudmark.com/spamnet?v1>

4 6

lapsing of clients
by Leonardo Amezquita 15 Jan '04

15 Jan '04

I wish to assign a time of lapsing to a client so that soon of this time cannot enter to the system is this possible one thanks you

2 1

AD authentication (I had to change LDAP.pm?)
by Eivind Arnesen 15 Jan '04

15 Jan '04

Hi folks, In order to authenticate customers against active directory, I had to modify /opt/otrs/Kernel/System/CustomerAuth/LDAP.pm. if (!$LDAP->bind(dn=>'validuser@mydomain,mydomain', password=>'validpassword')) { instead of: if (!$LDAP->bind(dn => $Self->{SearchUserDN}, password => $Self->{SearchUserPw})) I expect that this should not be neccessary.... Eivind

2 1

SuSE 9.0 and OTRS RPM Install Failure
by L. Mark Stone 14 Jan '04

14 Jan '04

We just rebuilt our internal OTRS server with SuSE 9.0, which installs Apache2 by default. When we went to install the 1.1.3 OTRS rpm, we got an error regarding two missing dependencies for apache and mod_perl. Since we have Apache2 installed, and all of the perl stuff for it, can we safely install the OTRS rpm with "nodeps" (or should we build from source)? Perhaps the better first question to ask is if OTRS will run on Apache2! Thanks! Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Web: http://www.RNoME.com

2 1

RE: [otrs] AGE is incrementing after the case/ticket isclosesucc esfull by admin or customer
by Grimes, David 14 Jan '04

14 Jan '04

Okay, I want to interject one analogy here... Consider human life as a ticket.... If a person were to be closed a.k.a die... they are said to have died at 75yrs of age. Follow the concept there? I just think that if a ticket were closed it's time has stoped. When I think of age I think of how long a ticket was open. Meaning since new status to closed status... not necessarily how much time has passed on earth since it was created ;) Regards DG -----Original Message----- From: Deepen Dhulla [mailto:deepen@technoinfosys.com] Sent: Tuesday, January 13, 2004 2:52 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] AGE is incrementing after the case/ticket isclosesuccesfull by admin or customer Thanks Tom for your kind help/tips. Have a nice day. Regards Deepen. > Hi Deepen, > > It is exactly as Robert says: you cannot stop time. > > Without getting into some kind of meta-discussion, the question is how do > you define 'Age'? In the case of the Customer ticket overview it is > nothing > more than the difference between the creation time of the ticket and the > moment it's status is displayed. The ticket age is not something that is > being kept track of in the database so it is not something that you can > 'start' or 'stop'. > > If you insist on showing closed tickets to the customer the only > suggestion > I could give you is to display something like 'Not applicable' in the > ticket > status table when the ticket is closed (IMHO age is not of any interest > anymore when the ticket is closed anyway). You can do something like this > in > Kernel::Output::HTML::Customer in the CustomerStatusViewTable routine. > Change line: > $Param{Age} = $Self->CustomerAge(Age => $Param{Age}, Space => ' ') || 0; > > To something like: > if ($Param{State} =~ /[Cc]lose/) { > $Param{Age} = 'N/A'; > } > else { > $Param{Age} = $Self->CustomerAge(Age => $Param{Age}, Space => ' ') || 0; > } > > Of course this is a rather crude way as it depends on the actual name of > the > ticket state that may vary depending on your configuration. Also sorting > on > the age will look rather strange, as it will still sort on the actual age > value. > > If you want to show the 'real' age (whatever that may mean of course.. :) > ), > you would need to calculate the difference between the time of creation of > the ticket and the time it is closed. You can get that from the > ticket_history table, but this requires quite some digging into the code > and > you need to be very careful not to interfere with other parts of the > system. > > Good luck, > Tom > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Deepen Dhulla > Sent: dinsdag 13 januari 2004 15:29 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] AGE is incrementing after the case/ticket is > closesuccesfull by admin or customer > > > if the case / ticket is closed , the age should also stop. > which is not...and its need as its creating a wrong impression of case is > yet open and not solved. how to one achive this which code-file to touch > so tha after close time it does not increment. > > As i am facing this problem from lots of customer and internally for > sirect summary view. > > any suggestions or tips are welcomed. > > have a nice day! > > Deepen. > > > > > >> On Monday, January 12, 2004 7:09 PM >> Deepen Dhulla <deepen(a)technoinfosys.com> wrote: >>> AGE is incrementing after the case/ticket is close succesfull by >>> admin or customer >>> How to stop this ?? after close. >> >> You can't stop that. Time is unstopable. >> >>> how to remove age from first page of customer. >> >> Have a look in the responsible files: in >> /opt/otrs/Kernel/Output/HTML/Standard/Customer*.dtl >> >>> what does pending auto clise + & - means >> >> auto close+ = close ticket successfully and automatically >> auto close- = close ticket UNsuccessfully and automatically >> >>> with relations to prending date ? >> >> That's the point in time where the above is performed. >> >>> where is the work unit caclulated. >> >> It get's calculated from the ticket's life spawn. >> >>> where can i get detail manual for otrs or simlair concept >> >> http://doc.otrs.org/ >> >> 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/ > > _______________________________________________ > 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] AGE is incrementing after the case/ticket isclosesuccesfull by admin or customer
by Seigafuse, Mike 14 Jan '04

14 Jan '04

I think arguments can be made on both sides of this discussion. But, it is possible to obtain the information you really want by using a SQL query something like this: select avg(TO_DAYS(t.change_time) - TO_DAYS(t.create_time)) from ticket t, ticket_state ts, queue q where t.ticket_state_id = ts.id and ts.id in (2,10) and q.name = 'YOUR QUEUE NAME'; Or modify this query to do something different. The point being you can get the reports you want via SQL without having to change the way the system works... Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Grimes, David Sent: Wednesday, January 14, 2004 10:49 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] AGE is incrementing after the case/ticket isclosesuccesfull by admin or customer Okay, I want to interject one analogy here... Consider human life as a ticket.... If a person were to be closed a.k.a die... they are said to have died at 75yrs of age. Follow the concept there? I just think that if a ticket were closed it's time has stoped. When I think of age I think of how long a ticket was open. Meaning since new status to closed status... not necessarily how much time has passed on earth since it was created ;) Regards DG -----Original Message----- From: Deepen Dhulla [mailto:deepen@technoinfosys.com] Sent: Tuesday, January 13, 2004 2:52 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] AGE is incrementing after the case/ticket isclosesuccesfull by admin or customer Thanks Tom for your kind help/tips. Have a nice day. Regards Deepen. > Hi Deepen, > > It is exactly as Robert says: you cannot stop time. > > Without getting into some kind of meta-discussion, the question is how do > you define 'Age'? In the case of the Customer ticket overview it is > nothing > more than the difference between the creation time of the ticket and the > moment it's status is displayed. The ticket age is not something that is > being kept track of in the database so it is not something that you can > 'start' or 'stop'. > > If you insist on showing closed tickets to the customer the only > suggestion > I could give you is to display something like 'Not applicable' in the > ticket > status table when the ticket is closed (IMHO age is not of any interest > anymore when the ticket is closed anyway). You can do something like this > in > Kernel::Output::HTML::Customer in the CustomerStatusViewTable routine. > Change line: > $Param{Age} = $Self->CustomerAge(Age => $Param{Age}, Space => ' ') || 0; > > To something like: > if ($Param{State} =~ /[Cc]lose/) { > $Param{Age} = 'N/A'; > } > else { > $Param{Age} = $Self->CustomerAge(Age => $Param{Age}, Space => ' ') || 0; > } > > Of course this is a rather crude way as it depends on the actual name of > the > ticket state that may vary depending on your configuration. Also sorting > on > the age will look rather strange, as it will still sort on the actual age > value. > > If you want to show the 'real' age (whatever that may mean of course.. :) > ), > you would need to calculate the difference between the time of creation of > the ticket and the time it is closed. You can get that from the > ticket_history table, but this requires quite some digging into the code > and > you need to be very careful not to interfere with other parts of the > system. > > Good luck, > Tom > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Deepen Dhulla > Sent: dinsdag 13 januari 2004 15:29 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] AGE is incrementing after the case/ticket is > closesuccesfull by admin or customer > > > if the case / ticket is closed , the age should also stop. > which is not...and its need as its creating a wrong impression of case is > yet open and not solved. how to one achive this which code-file to touch > so tha after close time it does not increment. > > As i am facing this problem from lots of customer and internally for > sirect summary view. > > any suggestions or tips are welcomed. > > have a nice day! > > Deepen. > > > > > >> On Monday, January 12, 2004 7:09 PM >> Deepen Dhulla <deepen(a)technoinfosys.com> wrote: >>> AGE is incrementing after the case/ticket is close succesfull by >>> admin or customer >>> How to stop this ?? after close. >> >> You can't stop that. Time is unstopable. >> >>> how to remove age from first page of customer. >> >> Have a look in the responsible files: in >> /opt/otrs/Kernel/Output/HTML/Standard/Customer*.dtl >> >>> what does pending auto clise + & - means >> >> auto close+ = close ticket successfully and automatically >> auto close- = close ticket UNsuccessfully and automatically >> >>> with relations to prending date ? >> >> That's the point in time where the above is performed. >> >>> where is the work unit caclulated. >> >> It get's calculated from the ticket's life spawn. >> >>> where can i get detail manual for otrs or simlair concept >> >> http://doc.otrs.org/ >> >> 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/ > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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AGE is incrementing after the case/ticket is close succesfull by admin or customer
by Deepen Dhulla 13 Jan '04

13 Jan '04

AGE is incrementing after the case/ticket is close succesfull by admin or customer How to stop this ?? after close. how to remove age from first page of customer. what does pending auto clise + & - means with relations to prending date ? where is the work unit caclulated. where can i get detail manual for otrs or simlair concept

3 4

question about agentZoom - devel question
by Alex Zheng 13 Jan '04

13 Jan '04

I am trying to modify AgentZoom.pm so that whenever agent zoom in a ticket, it will display all articles for the ticket. Instead of just the url link. Any suggestions? I am trying to modify the following function: $Output .= $Self->{LayoutObject}->AgentZoom( TicketID => $Self->{TicketID}, QueueID => $QueueID, MoveQueues => \%MoveQueues, StdResponses => \%StdResponses, ArticleBox => \@ArticleBox, ArticleID => $Self->{ArticleID}, %Ticket, %UserInfo, CustomerData => \%CustomerData, ); But where is it defined? i.e., LayoutObject and AgentZoom? Thanks. Alex

2 1

RE: [otrs] AD authentication (I had to change LDAP.pm?)
by Thomas Nilsen 13 Jan '04

13 Jan '04

It's certainly not necessary. We are running AD integration using the follwing in Config.pm... $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=abd Test,ou=SVG,dc=addomain,dc=com'; The key is the cn=... It is the display name you have to use as username (in the cn field), as it is not the same as the login name. If you do a "ldifde -f output.txt" on your AD server you can dump your AD objects into a text file. Search for the validuser in this file to get the correct DN for it. Mvh, Thomas -----Original Message----- From: Eivind Arnesen [mailto:eivinda@imr.no] Sent: Tuesday, January 13, 2004 10:11 AM To: otrs(a)otrs.org Subject: [otrs] AD authentication (I had to change LDAP.pm?) Hi folks, In order to authenticate customers against active directory, I had to modify /opt/otrs/Kernel/System/CustomerAuth/LDAP.pm. if (!$LDAP->bind(dn=>'validuser@mydomain,mydomain', password=>'validpassword')) { instead of: if (!$LDAP->bind(dn => $Self->{SearchUserDN}, password => $Self->{SearchUserPw})) I expect that this should not be neccessary.... Eivind 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

RE: [otrs] reminder - to many mails
by Lars Monsees 13 Jan '04

13 Jan '04

> > Hi, > > On Mon, Jan 12, 2004 at 10:43:25AM +0100, Lars Monsees wrote: > > I´ve seen that there is an option in Defaults.pm to > control which hours > > mustn´t be used for the calcualation of the escalation time. > > It would be nice to have OTRS use this for the reminder mails, too. > > > > Lars > > [...] > > > I have the same problem. I got 360 mails this monday, > > > becase I put a > > > reminder on some 20 tickets. It seams like otrs was > > > sending mail each > > > second hour all through the weekend. > > Ok, I see this point. > > I added to Kernel/Config/Defaults.pm > > [...] > # SendNoPendingNotificationTime > # (send no pending notification this hours) > $Self->{SendNoPendingNotificationTime} = { > Mon => [ 0,1,2,3,4,5,6 ], > Tue => [ 0,1,2,3,4,5,6 ], > Wed => [ 0,1,2,3,4,5,6 ], > Thu => [ 0,1,2,3,4,5,6 ], > Fri => [ 0,1,2,3,4,5,6,21,22,23 ], > Sat => [ > 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], > Sun => [ > 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], > }; > [...] > > Is that ok? > yes, sounds good Lars

1 0

RE: [otrs] reminder - to many mails
by Lars Monsees 12 Jan '04

12 Jan '04

I´ve seen that there is an option in Defaults.pm to control which hours mustn´t be used for the calcualation of the escalation time. It would be nice to have OTRS use this for the reminder mails, too. Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Morten Kjetland > Sent: Monday, January 12, 2004 10:35 AM > To: otrs(a)otrs.org > Subject: [otrs] reminder - to many mails > > > Lars Monsees wrote: > > > Is it possible to configure that reminder-mails aren´t > sent on a weekend? > > Opening my mailbox this morning I found 70 new mails > (for only two > > tickets) =) > > > > > > Lars > > _______________________________________________ > > 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, > > I have the same problem. I got 360 mails this monday, > becase I put a > reminder on some 20 tickets. It seams like otrs was > sending mail each > second hour all through the weekend. > > > -Morten > > _______________________________________________ > 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? >

2 1

Simplifying the Stats Graph.
by Thau Thai 12 Jan '04

12 Jan '04

Hi, Would you be able to give me directions on modifying the statistics shown on the Stats Graph. Currently there are too many stats shown, I only want the graph to plot stats for New Tickets, Open Tickets, Closed successful Tickets & Time Accounting? Is it also possible to increase the y-axis to get a clearer figure? What files do I need to modify? Thanks. Regards, Thau.

2 1

reminder - to many mails
by Morten Kjetland 12 Jan '04

12 Jan '04

Lars Monsees wrote: > Is it possible to configure that reminder-mails aren´t sent on a weekend? > Opening my mailbox this morning I found 70 new mails (for only two > tickets) =) > > > Lars > _______________________________________________ > 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, I have the same problem. I got 360 mails this monday, becase I put a reminder on some 20 tickets. It seams like otrs was sending mail each second hour all through the weekend. -Morten

1 0

mysql query to get unanswered tickets and oldest ticket
by Seth Brundle 09 Jan '04

09 Jan '04

I would like to run a MySQL query that tells me how many unanswered tickets I have in the entire OTRS database and the date of the oldest one. This is so I can insert it into a cgi page I use to check the overall status of my website. Then I dont have to login to OTRS to see if I need to clear it out. I browsed through the tables today and couldnt really figure it out. Any help appreciated.

2 1

configuring the email-answers
by Margrete Raaum 07 Jan '04

07 Jan '04

We have a new installation of OTRS, and it works fine. I do however have a few questions. When answering a user request... I would like to change the "From"-address from the system-address to either the agent's mail-address, or even better a designated address that shows which queue it belongs to (one separate sender-address per queue?). Also we would like to be able to choose whether we should cc: the original recipients when answering. I didn't find anything in the documentation/mailinglist archive. Our situation is that we don't have dispatchers and the user support is based upon mailing lists like "network-support", "unix-support" etc. To make the transision from this to support using a ticket system sort of smoothe we thought we could place a designated "otrs-user" on each of these mailing-lists and have the system pop in the messages and place them in corresponding queues. Margrete

2 3

RE: [otrs] Re: Cannot login as root@localhost
by Lars Monsees 07 Jan '04

07 Jan '04

No problem =) Lars > > > Hi Lars, > > you saved my day. Thanks! > > cu, > > Norbert > >

1 0

RE: [otrs] Cannot login as root@localhost
by Seigafuse, Mike 07 Jan '04

07 Jan '04

The password is encrypted using the crypt function with the username as salt for the function. If this doesn't make any sense, try checking out the crypt documentation. I wanted an add-on application to use the logons from OTRS to avoid creating yet more accounts... here is an excerpt of the PHP code that might help as you can see how to use the crypt function (at least in PHP): session_start(); require_once("config.php"); include_once("header.php"); if (!isset($_SESSION['userauth'])) { /* The user is not logged in yet */ $_SESSION['username'] = $HTTP_POST_VARS['username']; $_SESSION['password'] = $HTTP_POST_VARS['password']; $pwhash=crypt($password, $username); /* Connecting to and selecting database */ $dbhost = $_SESSION['dbhost']; $dbuser = $_SESSION['dbuser']; $dbpass = $_SESSION['dbpass']; $link = mysql_connect($dbhost, $dbuser, $dbpass) or die("Could not connect : " . mysql_error()); mysql_select_db($_SESSION['otrsdbname']) or die("Could not select database"); $query = "select first_name, last_name, id from system_user where login='$username' and pw='$pwhash' and valid_id=1"; $result = mysql_query($query) or die("Query failed : " . mysql_error()); $userrec = mysql_fetch_row($result); $rowcount = mysql_num_rows($result); if ($rowcount > 0) { $_SESSION['userrec'] = $userrec; $_SESSION['userauth'] = TRUE; } else { $loginscreen = $_SESSION['rturl']; print "<p><center><strong>Invalid username/password, please click <a href=$loginscreen/index.php>here</a> to try again</p>"; } } -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tom Hesp Sent: Wednesday, January 07, 2004 9:06 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Cannot login as root@localhost Hi Norbert, First of all I am not sure whether the way you are storing the password in the database is correct. You need to check the OTRS code (Kernel/System/User.pm) on how the system stores passwords (encrypted!) Secondly check whether the user is still valid (valid_id == 1 in table system_user). If this does not solve the problem you may need to assign an existing user to the a group that is allowed to add users (tables groups and group_user) Good luck, Tom -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of norbert(a)munkel.net Sent: woensdag 7 januari 2004 14:47 To: otrs(a)otrs.org Subject: [otrs] Cannot login as root@localhost Hi, I was a bit lazy when I set up a otrs for some colleages. Worked fine for a while but now I need some new user accounts. Unfortunally, I forgot the password of root(a)localhost.;-) What I did, is changing the password in the database: update system_user set pw=password('foobar') where id=1; The database has been flushed, reloaded, restarted several times since the change but I still can't login as root@localhost. I tried rcotrs restart-force as well. No effect. Any hint? Thanks! cu, Norbert _______________________________________________ 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] Cannot login as root@localhost
by Lars Monsees 07 Jan '04

07 Jan '04

Hello Norbert, the algorithm used in otrs is different from password(). Maybe you know the password of an agent. Set the password for root the same as for the agent (via sql query) and then you should be able to login. Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > norbert(a)munkel.net > Sent: Wednesday, January 07, 2004 2:47 PM > To: otrs(a)otrs.org > Subject: [otrs] Cannot login as root@localhost > > > Hi, > > I was a bit lazy when I set up a otrs for some colleages. > Worked fine for a > while but now I need some new user accounts. > > Unfortunally, I forgot the password of root(a)localhost.;-) > > What I did, is changing the password in the database: > > update system_user set pw=password('foobar') where id=1; > > The database has been flushed, reloaded, restarted several > times since the > change but I still can't login as root@localhost. > > I tried rcotrs restart-force as well. No effect. > > Any hint? Thanks! > > cu, > > Norbert > _______________________________________________ > 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

Cannot login as root@localhost
by norbert＠munkel.net 07 Jan '04

07 Jan '04

Hi, I was a bit lazy when I set up a otrs for some colleages. Worked fine for a while but now I need some new user accounts. Unfortunally, I forgot the password of root(a)localhost.;-) What I did, is changing the password in the database: update system_user set pw=password('foobar') where id=1; The database has been flushed, reloaded, restarted several times since the change but I still can't login as root@localhost. I tried rcotrs restart-force as well. No effect. Any hint? Thanks! cu, Norbert

2 1

Fetching mail with embedded objects/screendumps
by Thomas Nilsen 07 Jan '04

07 Jan '04

Does anyone know if there is a fetchmail alternative that will retrieve emails from an Exchange server that has embedded objects like screendumps, pictures etc? Grabbing this with fetchmail using POP3 will leave the embedded objects out of the email as they don't conform to the SMTP standard I guess. I think an imap client would be better here, as it would allow fetching of attachments - but fetchmail will ignore these emails all together when using IMAP... We kind of need this before we can implement OTRS in our organisation, as a lot of the emails we get contains screen dumps of error messages etc, and it's too much of a hassle to have the user past the data into a document to insert. Regards, Thomas Nilsen Svg Support Tel: +47 51 81 01 30 - Mob: +47 916 98 229 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.

2 1

Overloaded otrs queue
by Neil Lehouillier 07 Jan '04

07 Jan '04

I have a small question..... How do you manual go into mysql and delete messages in the raw queue? It seems that over the holidays the otrs system created 88000 messages and put them in the raw queue. Now I can't even get otrs working properly anymore. I want to manual go into the mysql database and delete all the messages in the raw queue. Does anyone know how to do this? Thanks.... Neil

3 2

Re: To: fields in OTRS and other things
by Raza Rizvi 07 Jan '04

07 Jan '04

>> Can you have escalation work by altering the priority on a creeping >> basis? ie. After x minutes, it goes from priority a to priority b and >> then to priority c (is this a job for GenericAgent!)? I have thought >> about just moving tickets between queues to do this sort of thing. > > This will not work with the GenericAgent yet. But it shoud work with OTRS > 1.2 brcause you can search for tickets older then x minutes with state xy > and priority lala. and when is 1.2 slated for release :-) Raza

2 1

RE: [otrs] Overloaded otrs queue
by Neil Lehouillier 06 Jan '04

06 Jan '04

Yes I can. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sam Nadeau Sent: Tuesday, January 06, 2004 1:46 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Overloaded otrs queue This will allow you to easily make query against your database. Can you see your OTRS database from phpmyadmin ? Sam ----- Original Message ----- From: Neil Lehouillier <mailto:NLehouillier@comptonpetroleum.com> To: User questions and discussions about OTRS. <mailto:otrs@otrs.org> Sent: Tuesday, January 06, 2004 3:40 PM Subject: RE: [otrs] Overloaded otrs queue Ok I've got in installed. Now what? I'm not very good with php so please be specific. Thanks in advance...... Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sam Nadeau Sent: Tuesday, January 06, 2004 11:08 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Overloaded otrs queue http://www.phpmyadmin.net/home_page/ google is your friend :-) Sam ----- Original Message ----- From: Neil Lehouillier <mailto:NLehouillier@comptonpetroleum.com> To: User questions and discussions about OTRS. <mailto:otrs@otrs.org> Sent: Tuesday, January 06, 2004 12:24 PM Subject: RE: [otrs] Overloaded otrs queue It seems that I don't. Where can I locate this program? Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sam Nadeau Sent: Tuesday, January 06, 2004 9:59 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Overloaded otrs queue Do you have phpmyadmin installed ?? I could help you solve this issue easily. Sam ----- Original Message ----- From: Neil Lehouillier <mailto:NLehouillier@comptonpetroleum.com> To: otrs(a)otrs.org Sent: Tuesday, January 06, 2004 11:50 AM Subject: [otrs] Overloaded otrs queue I have a small question..... How do you manual go into mysql and delete messages in the raw queue? It seems that over the holidays the otrs system created 88000 messages and put them in the raw queue. Now I can't even get otrs working properly anymore. I want to manual go into the mysql database and delete all the messages in the raw queue. Does anyone know how to do this? Thanks.... Neil _____ _______________________________________________ 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 f|r 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 f|r Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] Overloaded otrs queue
by Neil Lehouillier 06 Jan '04

06 Jan '04

Ok I've got in installed. Now what? I'm not very good with php so please be specific. Thanks in advance...... Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sam Nadeau Sent: Tuesday, January 06, 2004 11:08 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Overloaded otrs queue http://www.phpmyadmin.net/home_page/ google is your friend :-) Sam ----- Original Message ----- From: Neil Lehouillier <mailto:NLehouillier@comptonpetroleum.com> To: User questions and discussions about OTRS. <mailto:otrs@otrs.org> Sent: Tuesday, January 06, 2004 12:24 PM Subject: RE: [otrs] Overloaded otrs queue It seems that I don't. Where can I locate this program? Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sam Nadeau Sent: Tuesday, January 06, 2004 9:59 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Overloaded otrs queue Do you have phpmyadmin installed ?? I could help you solve this issue easily. Sam ----- Original Message ----- From: Neil Lehouillier <mailto:NLehouillier@comptonpetroleum.com> To: otrs(a)otrs.org Sent: Tuesday, January 06, 2004 11:50 AM Subject: [otrs] Overloaded otrs queue I have a small question..... How do you manual go into mysql and delete messages in the raw queue? It seems that over the holidays the otrs system created 88000 messages and put them in the raw queue. Now I can't even get otrs working properly anymore. I want to manual go into the mysql database and delete all the messages in the raw queue. Does anyone know how to do this? Thanks.... Neil _____ _______________________________________________ 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 f|r Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] Overloaded otrs queue
by Neil Lehouillier 06 Jan '04

06 Jan '04

It seems that I don't. Where can I locate this program? Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sam Nadeau Sent: Tuesday, January 06, 2004 9:59 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Overloaded otrs queue Do you have phpmyadmin installed ?? I could help you solve this issue easily. Sam ----- Original Message ----- From: Neil Lehouillier <mailto:NLehouillier@comptonpetroleum.com> To: otrs(a)otrs.org Sent: Tuesday, January 06, 2004 11:50 AM Subject: [otrs] Overloaded otrs queue I have a small question..... How do you manual go into mysql and delete messages in the raw queue? It seems that over the holidays the otrs system created 88000 messages and put them in the raw queue. Now I can't even get otrs working properly anymore. I want to manual go into the mysql database and delete all the messages in the raw queue. Does anyone know how to do this? Thanks.... Neil _____ _______________________________________________ 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] Where config the Auto-Answer and Ticket number
by Grimes, David 06 Jan '04

06 Jan '04

Did you configure the queue properties for notification? There is also user properties for notification as well... you probably checked those but I'm pretty sure that they are off by default. HTH DG -----Original Message----- From: Martin Edenhofer [mailto:me@otrs.de] Sent: Tuesday, January 06, 2004 8:01 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Where config the Auto-Answer and Ticket number Hi, On Mon, Jan 05, 2004 at 08:49:22PM +0100, Administration du Reseau wrote: > Hi > > two small question for a new user of OTRS > > I) > in OTRS 1.13, where we configure the auto-answer ? (sorry for my english) > > When i sent a email to my server, the ticket are created (good) but : > 1- The user that open the ticket don't receive the number etc ... > 2- The Technicien don't receive a information of a new tickets are created .. > > by cron, i start only PostMasterPOP3.pl for check the email, it's a other script that sent the auto-answer ? Auto-answer to customer after creating a new ticket: http://host/otrs/index.pl?Action=AdminQueueAutoResponse http://doc.otrs.org/1.1/html/auto-response.html#AUTO-RESPONSE-REPLY > II) > It is possible that put un ticket number ?: > 20040105.0019 or 20040105-0019 > (yearmounthday.ANumber at 4 digit) > If yes, where ? It's possible. You just need to create/modify a existing ticket number module. See also: http://doc.otrs.org/cvs/en/html/dev-custom-modules-ticketnumber.html > Thanks for your help Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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a small question ...
by Administration du Reseau 06 Jan '04

06 Jan '04

Hi i don't see where i can delete a "File" or a user ... i see only button "Modify" but never "Delete" ... Thanks for your help

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To: fields in OTRS and other things
by Raza Rizvi 06 Jan '04

06 Jan '04

Hi folks, I have been playing with OTRS for a couple of weeks and of course this leads to some questions: I notice that if you specify an email address for queue despatching within OTRS it is only followed if the incoming mail matches exactly. Eg. support(a)red.net is being sent to a queue called Incoming but "support" <support(a)red.net> "'support(a)red.net'" <support(a)red.net> get ignored. Ignored mails seems to get sent to the Postmaster queue. What are the implications of deleting the RAW queue and renaming the Postmaster queue so that it is called Incoming or some other name? Which is better for you, more queues (so that you can see the name in the ticketview without the [...]) or subqueues? Can you have escalation work by altering the priority on a creeping basis? ie. After x minutes, it goes from priority a to priority b and then to priority c (is this a job for GenericAgent!)? I have thought about just moving tickets between queues to do this sort of thing. Anyone seen any gotchas implementing priorities the Cisco way so that 1 is the highest priority and 5 is the lowest? Regards and Happy New Year to everyone, Raza

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Where config the Auto-Answer and Ticket number
by Administration du Reseau 06 Jan '04

06 Jan '04

Hi two small question for a new user of OTRS I) in OTRS 1.13, where we configure the auto-answer ? (sorry for my english) When i sent a email to my server, the ticket are created (good) but : 1- The user that open the ticket don't receive the number etc ... 2- The Technicien don't receive a information of a new tickets are created .. by cron, i start only PostMasterPOP3.pl for check the email, it's a other script that sent the auto-answer ? II) It is possible that put un ticket number ?: 20040105.0019 or 20040105-0019 (yearmounthday.ANumber at 4 digit) If yes, where ? Thanks for your help

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RE: [otrs] a small question ...
by Lars Monsees 05 Jan '04

05 Jan '04

Hello (whoever you may be), this is not possible at this time. afaik it is planned for the next version. Lars -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Administration du Reseau Sent: Monday, January 05, 2004 5:32 PM To: otrs(a)otrs.org Subject: [otrs] a small question ... Hi i don't see where i can delete a "File" or a user ... i see only button "Modify" but never "Delete" ... Thanks for your help

1 0

Accounted Time.
by Thau Thai 05 Jan '04

05 Jan '04

Hi, For accounting purposes, at the end of each month I would like to collect the following info using SQL Query: 1. Total time spent on each ticket for that month, output details: Ticket Number, Age, Accounted Time, Subject, State, Queue, Owner & CustomerID 2. Total time spent by each agent for that month, output details: Ticket Number, Age, Accounted Time, Subject, State, Queue, Owner & CustomerID How are the tickets linked up in the otrs database (relationships)? I have updated a ticket with Accounted time of 90 minutes. I can't find this info in the otrs database, where is it stored? Is there a way to collect the data and output it to a text file or .xls file? Thanks. Regards, Thau.

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smtp authentication failed
by Akshay Thapliyal 30 Dec '03

30 Dec '03

Hi, I've recently installed otrs and was facing some problems when trying to configure it. I want to use an email account on another machine for the purposes of receiving and sending email and run the otrs system on a different machine. The pop access works smoothly, however, the outgoing SMTP does not. It generated the following error:- ----------------start of error msg --------------------------------- Error: SMTP authentication failed! Enable debug for more info! ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Tue Dec 30 17:55:00 2003 Message: SMTP authentication failed! Enable debug for more info! Traceback (22892): Module: Kernel::System::Email::SMTP::Send (v1.3.2.2) Line: 104 Module: Kernel::System::Email::Send (v1.1.2.1) Line: 52 Module: Kernel::Modules::AdminEmail::Run (v1.10) Line: 117 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 609 Module: (eval) (v1.58) Line: 187 Module: ModPerl::RegistryCooker::run (v1.58) Line: 187 Module: ModPerl::RegistryCooker::default_handler (v1.58) Line: 159 Module: ModPerl::Registry::handler (v1.99) Line: 16 ----------------end of error msg --------------------------------- I changed the Config.pm as follows :- ----------------start of changes------------------------------ $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = '<my host name>'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = '<my username>'; $Self->{'SendmailModule::AuthPassword'} = '<my passwd>'; ----------------end of changes------------------------------ Initially I thought the problem may have been due to bad passwords or local firewall or something. But I managed to successfully configure Mozilla mail client on the same machine to send and recieve mails from the same account. I've tried searching the archives for the same problem, I didnt find any satisfactory solution for the same. I also tried to enable Debug mode as mentioned in on of the threads by making $Self->{Debug}=4 It hasnt changed the message in any way. Please let me know what I am doing wrong. I am running Redhat 9.0. Otrs-1.1.3 Any help would be appreciated. Thanks, Akshay.

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Field initialization, formatting and verification in the Customer User back-end.
by Tom Hesp 29 Dec '03

29 Dec '03

Hi all, I was not sure where to post this so I'll address both the users and developers community because I expect both can use this. As I posted before, I needed some way to initialize some of the Customer User fields according to some rules I use at my site. I therefore added an extra column to the Customer User back-end Map table that allows one to enter a Perl expression or call to a method that will enforce these rules. In addition, you can also use this to verify and/or format the contents of the field that are typed in by the user. I admit, this is something that probably needs to be handled somewhere in the front-end (CustomerCreateAccount.dtl ?) but for now this works. As I am not sure whether I need to post a diff of the standard OTRS code I modified I thought I better post the complete module (I only changed one anyway). In addition there are some other files I will describe below: Kernel::System::DB The modified OTRS module Kernel::Config This is an excerpt of the User configuration file, only use for reference! Kernel::System::CustomerUser::Local::Init Local module containing initialization and formatting routines. ReadMe.txt Describes the whole thing. If you have any question, please do not hesitate to ask. Have fun, Tom Hesp

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RE: [otrs] Re: Deleting Users, Queue , System Address
by Grimes, David 28 Dec '03

28 Dec '03

I have been curious about the same thing. I want to have a default queue that everything comes into which would then be delegated out to the appropriate queue by the helpdesk lead. I have accomplished this by creating sub-queues. So for instance I have a generic queue called helpdesk and as sub-queues I have created network systems and phone. Maybe you can try doing it that way. One note, I do still show two queues in the To: list the Postmaster queue is showing up and I'm not convinced deleting it from the queue list is such a good idea. Would it break something to do so? I'm Kannan the less options presented to a user the more simple it is for them. Regards DG -----Original Message----- From: Mark Mertel [mailto:mmertel@olympus.net] Sent: Thursday, December 25, 2003 11:06 PM To: User questions and "discussions about OTRS. Subject: Re: [otrs] Re: Deleting Users, Queue , System Address Kannan, there's always a way - and if not, there's probably a hack. What criteria are you planning on using to filter the queues ? I mean, why display some and not others, and if they don't display, why even have them ? You could probably us the 'valid' strategy here as well, couldn't you ? On Fri, 2003-12-26 at 02:59, kannan v wrote: > Hi, > Thanks all. It will be very helpful if there is a provisioin for > deleting the obects > from the database in an enterprise scenario with a large no of users.. > For now , i will use the "valid" field to serve my purpose. > > Can any one answer my second problem . ( Listed Below ) > > >Also it will be very helpful if some one can tell me about how > > to restrict the queues ( OR emai id's ) that gets listed in the To > field of >the Customer Message interface that is used to create New > Ticket. > > ( That is , I don't want to display all the queues OR system emai > ids > > in the New Ticket Creation Page because this causes confusion in the > > customer users ). > > > Thankin you, > > Kannan. > > > > > > Mark Mertel <mmertel(a)olympus.net> wrote: > After getting OTRS installed on my laptop, I see that all > should need to do > is mark the user, queue, whatever to invalid, or > invalid-temporarily. So, > don't go mucking around with your database ;>) > > > kannan v writes: > > > Dear All, > > > > I have installed OTRS and slowly getting acquainted with its > nice features. Want to know whether there is a provision for > deleting users, > > ( both customer and Agent ) , Queue and System Address. If > there > > is no interface , kindly guide me about the sql's to run on > the DB for the > > removal of the above that will also delete all the > dependencies. > > > > Also it will be very helpful if some one can tell me about > how > > to restrict the queues ( OR emai id's ) that gets listed in > the To field of the Customer Message interface that is used to > create New Ticket. > > ( That is , I don't want to display all the queues OR system > emai ids > > in the New Ticket Creation Page because this causes > confusion in the > > customer users ). > > > > Again, congrats to the developers of OTRS for a really good > product . > > > > Thanking you, > > > > Kannan. > > > > > > > > > > > > > > > > > > Yahoo! India Matrimony: Find your partner online.Post your > profile. > > > --- > Mark Mertel > mmertel(a)olympus.net > Phone 206-322-9074 > Cell 206-409-2018 > > _______________________________________________ > 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/ > Yahoo! India Matrimony: Find your partner online. Post your profile. > > ______________________________________________________________________ > > _______________________________________________ > 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 fr Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] Re: Deleting Users, Queue , System Address
by Seigafuse, Mike 27 Dec '03

27 Dec '03

Did you search the list archive? Try this one - http://www.mail-archive.com/otrs@otrs.org/msg01436.html, or try searching for CustomerPanelSelection. _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of kannan v Sent: Saturday, December 27, 2003 5:37 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Re: Deleting Users, Queue , System Address Hi Emmanuel, I tried it but then also all the valid queus are listed in the To field in the New Ticket creation page for the Customer user regardless of the group and ro rw privileges to that queue. Thanking You, with much regards, Kannan Emmanuel ESCARABAJAL <eescar(a)free.fr> wrote: Hi, you should create a group for developpers (devel) , then create a queue (devel-queue) with devel as group. Only users from the group devel with ro or rw rights (look in users<->group to set them ) will have access to that queue ... simple. MaNU kannan v a écrit: > Hi Mark, > > The need for hiding some queues from the customer is like this ; > I have a queue that is used only by the developers ( say, Developer > queue ) for submitting release plans . Another queue is there for the > end users ( say Support queue ) All the developers are given admin > privileges and they user the phone view to enter a new request to > the Developer queue. So my need is to hide this Developer queue from the > end user community. can you suggest any any ideas ? > > regards, &g t; > Kannan. > > "Grimes, David" wrote: > > I have been curious about the same thing. I want to have a default queue > that everything comes into which would then be delegated out to the > appropriate queue by the helpdesk lead. I have accomplished this by > creating > sub-queues. So for instance I have a generic queue called helpdesk > and as > sub-queues I have created network systems and phone. Maybe you can > try doing > it that way. One note, I do still show two queues in the To: list the > Postmaster queue is showing up and I'm not convinced deleting it > from the > queue list is such a good idea. Would it break something to do so? I'm > Kannan the less options presented to a user the more simple it is > for them. > > > Regards > DG > > -----Original Message----- > From: Mark Mertel [mailto:mmertel@olympus.net] > Sent: Thursday, December 25, 2003 11:06 PM > To: User questions and "discussions about OTRS. > Subject: Re: [otrs] Re: Deleting Users, Queue , System Address > > Kannan, > > there's always a way - and if not, there's probably a hack. What > criteria are you planning on using to filter the queues ? I mean, why > display some and not others, and if they don't display, why even have > them ? You could probably us the 'valid' strategy here as well, couldn't > you ? > > > On Fri, 2003-12-26 at 02:59, kannan v wrote: > > Hi, > > Thanks all. It will be very helpful if there is a provisioin for > > deleting the obects > > from the database in an enterprise scenario with a large no of > users.. > > For now , i will use the "valid" field to serve my purpose. > > > > Can any one answer my second probl em . ( Listed Below ) > > > > >Also it will be very helpful if some one can tell me about how > > > to restrict the queues ( OR emai id's ) that gets listed in the To > > field of >the Customer Message in terface that is used to create New > > Ticket. > > > ( That is , I don't want to display all the queues OR system emai > > ids > > > in the New Ticket Creation Page because this causes confusion > in the > > > customer users ). > > > > > > Thankin you, > > > > Kannan. > > > > > > > > > > > > Mark Mertel wrote: > > After getting OTRS installed on my laptop, I see that all > > should need to do > > is mark the user, queue, whatever to invalid, or > > invalid-temporarily. So, > > don't go mucking around with your database ;>) > > > > > > kannan v writes: > > > > > Dear All, > > > > > > I have installed OTRS and slowly getting acquainted with its > > nice features. Want to know whether there is a provision for > > deleting users, > > > ( both customer and Agent ) , Queue and System Address. If > > ther e > > > is no interface , kindly guide me about the sql's to run on > > the DB for the > > > removal of the above that will also delete all the > > dependencies. > > > > > > Also it will be very helpful if some one can tell me about > > how > > > to restrict the queues ( OR emai id's ) that gets listed in > > the To field of the Customer Message interface that is used to > > create New Ticket. > > > ( That is , I don't want to display all the queues OR system > > emai ids > > > in the New Ticket Creation Page because this causes > > confusion in the > > > customer users ). > > > > > > Again, congrats to the developers of OTRS for a really good > > product . > > > > > > Thanking you, > > > > > > Kannan. > > > > > > > > > > > > > > > > > > > > > > > > > > > Yahoo! India Mat rimony: Find your partner online.Post your > > profile. > > > > > > --- > > Mark Mertel > > mmertel(a)olympus.net > > Phone 206-322-9074 > > Cell 206-409-2018 > > > > _______________________________________________ > > 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/ > > Yahoo! India Matrimony: Find your partner online. Post your profile. > > > > > ______________________________________________________________________ > > > > _______________________________________________ > > 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 fr 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/ > > Yahoo! India Matrimony : Find your partner > online. Post your profile . > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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/ _______________________________________________ OT RS 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/ Yahoo! India Matrimony <http://yahoo.shaadi.com> : Find your partner online. Post your profile <http://yahoo.shaadi.com> .

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RE: [otrs] Duplicate Tickets
by Bakari Allen 23 Dec '03

23 Dec '03

I took a look at the cron jobs and sure enough there were two instances of the POP3 fetch running. Apparently when I upgraded the OTRS system, it added cron jobs for the otrs user to run specific jobs. This was in addition to the job I already had running every minute to pull our POP3 requests. I deactivated the otrs cron jobs and we'll see if this happens again. Thank you, Bakari Allen bakari.allen(a)jhlaw.net -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Tuesday, December 23, 2003 3:46 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Duplicate Tickets Hi Allen, On Mon, Dec 22, 2003 at 12:58:07PM -0500, Bakari Allen wrote: > I submitted an e-mail earlier about duplicate tickets and was referred to reviewing the logs for more information. I have been reviewing the logs and still cannot make heads or tails of the problem. Below is an excerpt from our log file regarding one (1) e-mail that was assigned two (2) ticket numbers . . . 2003121810000652 and 2003121810000643 respectively. > > Dec 18 16:50:02 jhatldunwlnx OTRS-PM3-10[15919]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000625] created (TicketID=13929, ArticleID=114603). > Dec 18 16:50:02 jhatldunwlnx OTRS-PM3-10[15918]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000634] created (TicketID=13930, ArticleID=114604). > Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15919]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000643] created (TicketID=13931, ArticleID=114605). > Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15919]: [Notice][main::FetchMail] Fetched 2 email(s) from titles(a)10.1.18.17. > Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15918]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000652] created (TicketID=13932, ArticleID=114606). > Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15918]: [Notice][main::FetchMail] Fetched 2 email(s) from titles(a)10.1.18.17. > > In the first fetch there were three tickets created but only 2 e-mails reported as being fetched. Then, the second retrieval lists one ticket being created and two e-mails being fetched. Can someone assist me in figuring out this problem. It is driving me nuts cleaning up duplicate tickets. Here in plain text :) PID: 15919 (first fetch) * Fetched 2 email(s) from titles(a)10.1.18.17 * New Ticket [2003121810000643] created * New Ticket [2003121810000625] created PID: 15918 (second fetch) * Fetched 2 email(s) from titles(a)10.1.18.17 * New Ticket [2003121810000652] created * New Ticket [2003121810000634] created I think the problem is, that bin/PostMaster.pl is running more the one to the same time. Normally the POP3 box locks if one POP3 connection is fetching emails. But in your case your POP3 box doesn't lock the mailbox (IMO). -=> Take care that bin/PostMaster.pl is not running parallel. > Bakari A. Allen > Director of Information Technology > Jackson and Hardwick Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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HTML e-mail
by Reurings, Chris 23 Dec '03

23 Dec '03

Hi people, After a few weeks of testing the system, I had a question about the ticketview. Is it possible to use the contenttype text/html instead of text/plain? So I can view HTML mail directly with the ticketview instead of viewing the attachments. That would be very nice. Our company was, before implementing OTRS, using templates for outgoing mail. Is there a way to use them again? I would be very nice to send HTML mail ass well. Several weeks ago I already posted a message like this, but without a satisfying answer. So lets try it again. Kind Regards. Chris Reurings

2 5

Custom responses based upon priority?? Or OTRS variables for email...
by David Grimes 23 Dec '03

23 Dec '03

Hello all, Here's my dilemma boss wants the on-call phones to be notified (email to mobile #) of the high priority tickets. So that means I need to define a special action and define a custom email as well. The email should be concise and to the point since mobile phone msg services are character limited (atleast ours are). For instance I would like a separate email to be sent to the phone contating the OTRS_CUSTOMER_PHONE_NUMBER and OTRS_TICKET_NUMBER and hell I don't know what else I'm not even sure if that first variable is real. What are variables available for email? Any tips or suggestions will be greatly appreciated. Thanks DG

2 1

Duplicate Tickets
by Bakari Allen 23 Dec '03

23 Dec '03

I submitted an e-mail earlier about duplicate tickets and was referred to reviewing the logs for more information. I have been reviewing the logs and still cannot make heads or tails of the problem. Below is an excerpt from our log file regarding one (1) e-mail that was assigned two (2) ticket numbers . . . 2003121810000652 and 2003121810000643 respectively. Dec 18 16:50:02 jhatldunwlnx OTRS-PM3-10[15919]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000625] created (TicketID=13929, ArticleID=114603). Dec 18 16:50:02 jhatldunwlnx OTRS-PM3-10[15918]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000634] created (TicketID=13930, ArticleID=114604). Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15919]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000643] created (TicketID=13931, ArticleID=114605). Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15919]: [Notice][main::FetchMail] Fetched 2 email(s) from titles(a)10.1.18.17. Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15918]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000652] created (TicketID=13932, ArticleID=114606). Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15918]: [Notice][main::FetchMail] Fetched 2 email(s) from titles(a)10.1.18.17. In the first fetch there were three tickets created but only 2 e-mails reported as being fetched. Then, the second retrieval lists one ticket being created and two e-mails being fetched. Can someone assist me in figuring out this problem. It is driving me nuts cleaning up duplicate tickets. TIA, Bakari A. Allen Director of Information Technology Jackson and Hardwick ballen(a)jhlaw.net

2 1

Error answering ticket. ModPerl::Registry: Can't call method
by Eivind Arnesen 22 Dec '03

22 Dec '03

Hi there! OTRS looks very promising, but I've run into a problem. I cannot answer tickets when i press "empy answer". I'm using the latest otrs rpm on a redhat 9 box. Here is the message from /var/log/httpd/error_log: ModPerl::Registry: Can't call method "address" on an undefined value at /opt/otrs//Kernel/System/Email/Sendmail.pm line 88.! In the browser, before i press the submit button, it looks like the from field is empty (From <>). The same happens if I try to forward a message, BUT if I press split,my address is displayed on the screen. The system is capable to send emails when i transfer i ticket and so on. It seems that there might be a problem of getting the "from address". Anyone have a clue whats going on? I've managed to authenticate against our active directory, and getting customer info from our exchange server, so if I can get the rest to work, I'll be very happy. I'm not a perl programmer, so my capabilities to debug the problem is rather limited. I hope somebody can help! Thanks. Eivind Here is the message displayed in the browser: Server error! The server encountered an internal error and was unable to complete your request.

2 6

Thomas Lemke (IT Service // Helpdesk) ist außer Haus.
by Thomas Lemke 22 Dec '03

22 Dec '03

Ich werde ab 20.12.2003 nicht im Büro sein. Ich kehre zurück am 29.12.2003. Ich werde Ihre Nachrichten nach meiner Rückkehr lesen und beantworten. Wenden Sie sich bitte wegen der Produktionsbetreuung UDM, Kubis, Control-M (E-Plus) an Torsten Cleff und Christian Strätgen. In SNT-internen Angelegenheiten wenden Sie sich bitte an Matthias Kludt. Viele Grüße, Thomas Lemke

2 1

Re: [otrs] cant connect
by frank cases 21 Dec '03

21 Dec '03

your right auth failed seems /usr/local/bin/tcpserver -v -R -H -l 0 0 110 /var/qmail/bin/qmail-popup FQDN /bin/checkpassword /var/qmail/bin/qmail-pop3d Maildir & not reading my password however qmailadmin and vpopmail runnign ok any idea> >From: "Phillip Baker" <otrs(a)bppb.net> >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] cant connect >Date: Sun, 21 Dec 2003 01:59:23 -0000 >MIME-Version: 1.0 >Received: from esanta.edenhofer.de ([217.160.215.153]) by >mc3-f35.hotmail.com with Microsoft SMTPSVC(5.0.2195.6713); Sat, 20 Dec 2003 >17:58:22 -0800 >Received: from esanta.edenhofer.de (localhost [127.0.0.1])by >esanta.edenhofer.de (Postfix) with ESMTPid D530E843AB; Sun, 21 Dec 2003 >03:04:07 +0100 (CET) >Received: from smithers.nildram.co.uk (smithers.nildram.co.uk >[195.112.4.54])by esanta.edenhofer.de (Postfix) with ESMTP id 4C55D84394for ><otrs(a)otrs.org>; Sun, 21 Dec 2003 03:04:06 +0100 (CET) >Received: from twiglet (81-6-227-21.dyn.gotadsl.co.uk [81.6.227.21])by >smithers.nildram.co.uk (Postfix) with SMTP id B0F4C24D7BEfor ><otrs(a)otrs.org>; Sun, 21 Dec 2003 01:58:14 +0000 (GMT) >X-Message-Info: UZmYcfFpTCdrNi9bigA6yoqraOU6pNfd >X-Original-To: otrs(a)otrs.org >Delivered-To: otrs-otrs(a)esanta.edenhofer.de >Message-ID: <003e01c3c766$0e323970$0a00000a@twiglet> >References: <Law14-F17VJsLacgwtb0005f6ae(a)hotmail.com> >X-MSMail-Priority: Normal >X-Mailer: Microsoft Outlook Express 6.00.2800.1158 >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1165 >X-BeenThere: otrs(a)otrs.org >X-Mailman-Version: 2.1.2 >Precedence: list >List-Id: User questions and discussions about OTRS. <otrs.otrs.org> >List-Unsubscribe: ><http://lists.otrs.org/cgi-bin/listinfo/otrs>,<mailto:otrs-request@otrs.org?subject=unsubscribe> >List-Archive: <http://lists.otrs.org/pipermail/otrs> >List-Post: <mailto:otrs@otrs.org> >List-Help: <mailto:otrs-request@otrs.org?subject=help> >List-Subscribe: ><http://lists.otrs.org/cgi-bin/listinfo/otrs>,<mailto:otrs-request@otrs.org?subject=subscribe> >Errors-To: otrs-bounces(a)otrs.org >Return-Path: otrs-bounces(a)otrs.org >X-OriginalArrivalTime: 21 Dec 2003 01:58:23.0206 (UTC) >FILETIME=[EA3DF860:01C3C765] > >I've not checked but I presume that's an error the perl script is giving >you? > >If so, I'd imagine thats just shorthand for "user blah on the machine >hostname.foo", rather than anything else. > >Try telnetting to 110 and doing >USER <youruser> >PASS <yourpass> > >and check if that lets you in... if it doesn't then the perl script is >absolutely right in whinging :) > >Regards, >Phillip Baker >LC Host Administrator >phil(a)lchost.co.uk >07793 228080 > >----- Original Message ----- >From: "frank cases" <frankcases(a)hotmail.com> >To: <otrs(a)otrs.org> >Sent: Sunday, December 21, 2003 1:55 AM >Subject: Re: [otrs] cant connect > > > > done thanks > > > > > > now when i use > > PostMasterPOP3.pl -s myhost -umyemail@mydomain -pmypass > > > > i get > > > > auth for userr umyemail@mydomain@boxname.com failed > > > > any ideas... its padding all my users with my box name.. > > > > > > > > >From: "Phillip Baker" <otrs(a)bppb.net> > > >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] cant connect > > >Date: Sun, 21 Dec 2003 00:58:12 -0000 > > >MIME-Version: 1.0 > > >Received: from esanta.edenhofer.de ([217.160.215.153]) by > > >mc7-f22.hotmail.com with Microsoft SMTPSVC(5.0.2195.6713); Sat, 20 Dec >2003 > > >16:57:10 -0800 > > >Received: from esanta.edenhofer.de (localhost [127.0.0.1])by > > >esanta.edenhofer.de (Postfix) with ESMTPid C493B843A9; Sun, 21 Dec 2003 > > >02:02:56 +0100 (CET) > > >Received: from smithers.nildram.co.uk (smithers.nildram.co.uk > > >[195.112.4.54])by esanta.edenhofer.de (Postfix) with ESMTP id >072CC84394for > > ><otrs(a)otrs.org>; Sun, 21 Dec 2003 02:02:55 +0100 (CET) > > >Received: from twiglet (81-6-227-21.dyn.gotadsl.co.uk [81.6.227.21])by > > >smithers.nildram.co.uk (Postfix) with SMTP id D8DF424EAAEfor > > ><otrs(a)otrs.org>; Sun, 21 Dec 2003 00:57:03 +0000 (GMT) > > >X-Message-Info: UZmYcfFpTCc10nE94DXzQagHCFKdhAX7 > > >X-Original-To: otrs(a)otrs.org > > >Delivered-To: otrs-otrs(a)esanta.edenhofer.de > > >Message-ID: <002b01c3c75d$81ff3d20$0a00000a@twiglet> > > >References: <Law14-F59tfmKsX0gIx0005f6a1(a)hotmail.com> > > >X-MSMail-Priority: Normal > > >X-Mailer: Microsoft Outlook Express 6.00.2800.1158 > > >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1165 > > >X-BeenThere: otrs(a)otrs.org > > >X-Mailman-Version: 2.1.2 > > >Precedence: list > > >List-Id: User questions and discussions about OTRS. <otrs.otrs.org> > > >List-Unsubscribe: > > > ><http://lists.otrs.org/cgi-bin/listinfo/otrs>,<mailto:otrs-request@otrs.org >?subject=unsubscribe> > > >List-Archive: <http://lists.otrs.org/pipermail/otrs> > > >List-Post: <mailto:otrs@otrs.org> > > >List-Help: <mailto:otrs-request@otrs.org?subject=help> > > >List-Subscribe: > > > ><http://lists.otrs.org/cgi-bin/listinfo/otrs>,<mailto:otrs-request@otrs.org >?subject=subscribe> > > >Errors-To: otrs-bounces(a)otrs.org > > >Return-Path: otrs-bounces(a)otrs.org > > >X-OriginalArrivalTime: 21 Dec 2003 00:57:10.0948 (UTC) > > >FILETIME=[5D67DE40:01C3C75D] > > > > > >Frank, > > > > > >Port 25 is SMTP. You need POP3 running for that perl script to connect >to > > >download the mail. > > > > > >POP3 runs on port 110. > > > > > >Regards, > > >Phillip Baker > > >LC Host Administrator > > >phil(a)lchost.co.uk > > >07793 228080 > > > > > > > > >----- Original Message ----- > > >From: "frank cases" <frankcases(a)hotmail.com> > > >To: <otrs(a)otrs.org> > > >Sent: Sunday, December 21, 2003 12:38 AM > > >Subject: [otrs] cant connect > > > > > > > > > > Sun Dec 21 09:30:01 2003 error OTRS-PM3-10 Can't connect to >127.0.0.1 > > > > Sun Dec 21 09:00:02 2003 error OTRS-PM3-10 Can't connect to >localhost > > > > > > > > also i tried the FQDN ... same results.. > > > > > > > > BUT i can connect fine with a telnet to the port 25 on these > > > > > > > > so email server is running.. > > > > > > > > i tried running ./postmasterpop3.pl file also same results > > > > > > > > > > > > i just dont get why it wont work.. > > > > > > > > please help ! > > > > > > > > Frank > > > > > > > > _________________________________________________________________ > > > > Protect your PC - get McAfee.com VirusScan Online > > > > http://clinic.mcafee.com/clinic/ibuy/campaign.asp?cid=3963 > > > > > > > > _______________________________________________ > > > > 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/ > > > > _________________________________________________________________ > > The new MSN 8: smart spam protection and 2 months FREE* > > http://join.msn.com/?page=features/junkmail > > >http://join.msn.com/?page=dept/bcomm&pgmarket=en-ca&RU=http%3a%2f%2fjoin.ms… > > > > _______________________________________________ > > 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/ _________________________________________________________________ Help STOP SPAM with the new MSN 8 and get 2 months FREE* http://join.msn.com/?page=dept/bcomm&pgmarket=en-ca&RU=http%3a%2f%2fjoin.ms…

2 1

Re: [otrs] cant connect
by frank cases 21 Dec '03

21 Dec '03

done thanks now when i use PostMasterPOP3.pl -s myhost -umyemail@mydomain -pmypass i get auth for userr umyemail@mydomain@boxname.com failed any ideas... its padding all my users with my box name.. >From: "Phillip Baker" <otrs(a)bppb.net> >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] cant connect >Date: Sun, 21 Dec 2003 00:58:12 -0000 >MIME-Version: 1.0 >Received: from esanta.edenhofer.de ([217.160.215.153]) by >mc7-f22.hotmail.com with Microsoft SMTPSVC(5.0.2195.6713); Sat, 20 Dec 2003 >16:57:10 -0800 >Received: from esanta.edenhofer.de (localhost [127.0.0.1])by >esanta.edenhofer.de (Postfix) with ESMTPid C493B843A9; Sun, 21 Dec 2003 >02:02:56 +0100 (CET) >Received: from smithers.nildram.co.uk (smithers.nildram.co.uk >[195.112.4.54])by esanta.edenhofer.de (Postfix) with ESMTP id 072CC84394for ><otrs(a)otrs.org>; Sun, 21 Dec 2003 02:02:55 +0100 (CET) >Received: from twiglet (81-6-227-21.dyn.gotadsl.co.uk [81.6.227.21])by >smithers.nildram.co.uk (Postfix) with SMTP id D8DF424EAAEfor ><otrs(a)otrs.org>; Sun, 21 Dec 2003 00:57:03 +0000 (GMT) >X-Message-Info: UZmYcfFpTCc10nE94DXzQagHCFKdhAX7 >X-Original-To: otrs(a)otrs.org >Delivered-To: otrs-otrs(a)esanta.edenhofer.de >Message-ID: <002b01c3c75d$81ff3d20$0a00000a@twiglet> >References: <Law14-F59tfmKsX0gIx0005f6a1(a)hotmail.com> >X-MSMail-Priority: Normal >X-Mailer: Microsoft Outlook Express 6.00.2800.1158 >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1165 >X-BeenThere: otrs(a)otrs.org >X-Mailman-Version: 2.1.2 >Precedence: list >List-Id: User questions and discussions about OTRS. <otrs.otrs.org> >List-Unsubscribe: ><http://lists.otrs.org/cgi-bin/listinfo/otrs>,<mailto:otrs-request@otrs.org?subject=unsubscribe> >List-Archive: <http://lists.otrs.org/pipermail/otrs> >List-Post: <mailto:otrs@otrs.org> >List-Help: <mailto:otrs-request@otrs.org?subject=help> >List-Subscribe: ><http://lists.otrs.org/cgi-bin/listinfo/otrs>,<mailto:otrs-request@otrs.org?subject=subscribe> >Errors-To: otrs-bounces(a)otrs.org >Return-Path: otrs-bounces(a)otrs.org >X-OriginalArrivalTime: 21 Dec 2003 00:57:10.0948 (UTC) >FILETIME=[5D67DE40:01C3C75D] > >Frank, > >Port 25 is SMTP. You need POP3 running for that perl script to connect to >download the mail. > >POP3 runs on port 110. > >Regards, >Phillip Baker >LC Host Administrator >phil(a)lchost.co.uk >07793 228080 > > >----- Original Message ----- >From: "frank cases" <frankcases(a)hotmail.com> >To: <otrs(a)otrs.org> >Sent: Sunday, December 21, 2003 12:38 AM >Subject: [otrs] cant connect > > > > Sun Dec 21 09:30:01 2003 error OTRS-PM3-10 Can't connect to 127.0.0.1 > > Sun Dec 21 09:00:02 2003 error OTRS-PM3-10 Can't connect to localhost > > > > also i tried the FQDN ... same results.. > > > > BUT i can connect fine with a telnet to the port 25 on these > > > > so email server is running.. > > > > i tried running ./postmasterpop3.pl file also same results > > > > > > i just dont get why it wont work.. > > > > please help ! > > > > Frank > > > > _________________________________________________________________ > > Protect your PC - get McAfee.com VirusScan Online > > http://clinic.mcafee.com/clinic/ibuy/campaign.asp?cid=3963 > > > > _______________________________________________ > > 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/ _________________________________________________________________ The new MSN 8: smart spam protection and 2 months FREE* http://join.msn.com/?page=features/junkmail http://join.msn.com/?page=dept/bcomm&pgmarket=en-ca&RU=http%3a%2f%2fjoin.ms…

2 1

cant connect
by frank cases 21 Dec '03

21 Dec '03

Sun Dec 21 09:30:01 2003 error OTRS-PM3-10 Can't connect to 127.0.0.1 Sun Dec 21 09:00:02 2003 error OTRS-PM3-10 Can't connect to localhost also i tried the FQDN ... same results.. BUT i can connect fine with a telnet to the port 25 on these so email server is running.. i tried running ./postmasterpop3.pl file also same results i just dont get why it wont work.. please help ! Frank _________________________________________________________________ Protect your PC - get McAfee.com VirusScan Online http://clinic.mcafee.com/clinic/ibuy/campaign.asp?cid=3963

2 1

Customer name in salutation in wrong order
by Chris Salter 19 Dec '03

19 Dec '03

Hi all, We're running into a fairly minor cosmetic issue, and I'm kind of hoping that someone can help me out with it. Some of our customers have their names reversed when they send in email (ie instead of being from "John Doe" it comes in as being from "Doe, Jon"). If they don't exist as customers in the OTRS system (we're not currently using that functionality so pretty much everyone is affected) then when we reply, the default salutation is "Dear Doe Jon," instead of "Dear Jon Doe,". Is there any way to switch it around if the person's name has a comma in it? -- Chris Salter

3 5

Email driven rather than Web driven OTRS
by Ronan Mullally 19 Dec '03

19 Dec '03

Hi, I'm looking at upgrading our current ticketing system (a very old install of req). OTRS is one of the candidates. I've got v1.1.3 installed and working, and I'm in the process of trying to emulate the behaviour of req. I'd like to be able to do much of the work on a ticket via email rather than via the web front end. The behaviour I'm after is something like: 1 - Customer opens a ticket by emailing support. 2 - OTRS sends an auto reply with the ticket number. 3 - Engineers receive a copy of the customer's original email, *appearing to come from the customer*, but with the ticket number in the subject line. 4 - Engineers reply to this email, CC-ing support, setting 'Reply-To:' to support and ticket is updated with the reply. (An alternative is that engineers receive the notification From: OTRS, reply to it, and OTRS copies the update to the customer - this ensures that OTRS will see all emails). I've got 1, 2 and 4 working. However OTRS is only sending out a canned 'new ticket in support' email to users with the 'notify on new' preference set. How do I go about implementing step 3? I've looked at the $Self->{Notification*} stuff in Defaults.pm. - I can use <OTRS_CUSTOMER_EMAIL>, however I loose the header information. - Can I use <OTRS_CUSTOMER_FROM> as the notification sender? - I've considered spliting the (incoming) support alias to include a distribution list which covers all the engineers, however the email they receive won't have any ticket number. Any ideas? -Ronan ________________________________________________________________________ This email has been scanned for all viruses by the MessageLabs Email Security System. For more information on a proactive email security service working around the clock, around the globe, visit http://www.messagelabs.com ________________________________________________________________________

1 0

RE: [otrs] Create customer in Phone View
by Seigafuse, Mike 19 Dec '03

19 Dec '03

I added the following to the AgentNavigationBar.dtl (for standard theme - you may need to do something slightly different for the lite theme): <td valign="top" align="center" class="nav"><a href="$Env{"Baselink"}Action=Admi nCustomerUser" onmouseover="window.status='$Text{"CustomerUserAdmin"}'; return t rue;" onmouseout="window.status='';" class="navitem"><img border="0" src="$Env{" Images"}admin.png" alt="$Text{"CustomerUserAdmin"}"><br>$Text{"CustomerUserAdmin "}</a></td> I also added this line to Config.pm: $Self->{'Module::Permission'}->{'AdminCustomerUser'} = 'cuadmin'; And added a group called cuadmin from the admin pages and used the Users to Groups settings to manage which agents can manage customer users. Not quite the same as managing customer users directly within the PhoneView, but at least you don't have to go to the trouble of doing it from the customer interface - it works for us, hope it helps. Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tom Hesp Sent: Thursday, December 18, 2003 1:46 PM To: otrs(a)otrs.org Subject: [otrs] Create customer in Phone View Hi all, Is there a possibility to create a new customer from within the Phone View? I have a sort of helpdesk situation here where a customer can call to report a problem. If this customer has never called before the helpdesk person needs to create a new customer entry. It would be a lot easier to do this from within the Phone View right away instead of going to the Customer interface and doing it from there. I had a thorough look through the code but until now I have not been able to find it. Am I missing something or do I need to build this myself? Thanks for your time. Kind regards, Tom Hesp _______________________________________________ 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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idea
by Alex Mihicinac 19 Dec '03

19 Dec '03

Hi all, friend of mine suggested, that would be nice to have TicketZoom style, which would display all articles (small header[From/To/Date]+body) in zoomed ticket (kinda like forum view). What do you guys think? Best regards, Alex

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RE: [otrs] SuSE 9.0 and OTRS RPM Install Failure
by Erik Mathis - AIU Dunwoody Staff 19 Dec '03

19 Dec '03

L. Mark Stone wrote: > Paul, > > The installation is on a Compaq 6400r, with twin Xeons and an > SMP kernel as well. The error is when running the OTRS > RPM--it complains it wants Apache and mod_perl. It doesn't > see that Apache2 is already installed. > > On Tue, 2003-12-16 at 04:10, Paul Rhein wrote: >> Hi, >> >> We have SuSE 9.0 (or should I say Novell :-)) with apache2 and >> mod_perl on COMPAQ 2 way (snmp kernel). Works fine as usual with >> OTRS. >> >> We did not have problems during installation just out of the box. >> >> kr >> >> Paul >> >> >> >> >> >> >> >> "L. Mark Stone" <LMStone(a)RNoME.com>@otrs.org on 16-12-2003 02:50:53 >> >> Please respond to "User questions and discussions about OTRS." >> <otrs(a)otrs.org> >> >> Sent by: otrs-bounces(a)otrs.org >> >> >> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >> cc: >> >> Subject: [otrs] SuSE 9.0 and OTRS RPM Install Failure >> >> >> We just rebuilt our internal OTRS server with SuSE 9.0, which >> installs Apache2 by default. >> >> When we went to install the 1.1.3 OTRS rpm, we got an error regarding >> two missing dependencies for apache and mod_perl. >> >> Since we have Apache2 installed, and all of the perl stuff for it, >> can we safely install the OTRS rpm with "nodeps" (or should we build >> from source)? >> >> Perhaps the better first question to ask is if OTRS will run on >> Apache2! >> >> Thanks! >> Mark >> >> -- ______________________________________________________________ L. >> Mark Stone President >> Reliable Networks of Maine, LLC >> 477 Congress Street, 5th Floor >> Portland, ME 04107 >> >> Tel: (207) 772-5678 >> Cell: (917) 597-2057 >> Email: LMStone(a)RNoME.com >> Web: http://www.RNoME.com >> >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support oder Consulting für Ihr OTRS System? >> => http://www.otrs.de/ >> >> >> >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support oder Consulting für Ihr OTRS System? >> => http://www.otrs.de/ I would use the rpm and the --nodeps and config apache manuley. I got this right off the website http://doc.otrs.org/1.1/html/install-cli.html#INSTALL-CLI-INSTALL SuSE Linux: =========== a) Install the RPM-Package (http://otrs.org/ - "rpm -i otrs-xxx.rpm"). b) The manual way: Use the "$OTRS_HOME/scripts/suse-httpd.include.conf" include config file. Add it to /etc/sysconfig/apache with HTTPD_CONF_INCLUDE_FILES [...] HTTPD_CONF_INCLUDE_FILES=/opt/otrs/scripts/suse-httpd.include.conf [...] Start SuSEconfig and restart the webserver (rcapache restart). hth Erik Mathis AIU Dunwoody Network Administrator

3 2

how to set up the cron jobs
by David Grimes 19 Dec '03

19 Dec '03

Hi, I'm a little confused about how to set up the cron jobs. What purpose does Cron.sh serve? It by the way will not run because I am root user and I have been unable to get su to correctly su to user otrs.. Can I add each individual cron jobs via crontab -e as root and be done with it? Also ./Cron.sh start otrs does not work for me. I am sure I'm missing something here so any help is appreciated. Thanks! Great product BTW! DG

2 1

<OTRS variables...
by David Grimes 18 Dec '03

18 Dec '03

Hello again I am slowly trudging my way into a complete install. currently I am working on the agent notifications. I would like to know what variables are available for me to reference in the emails. Thanks David Grimes

2 2

RE: [otrs] StateID errors
by Seigafuse, Mike 18 Dec '03

18 Dec '03

Martin, I'm sure you are correct. What I was attempting to do was to set the configuration so that tickets are not re-opened when a follow up is sent after a ticket is closed. We get a lot of "thank you" notes after we send the resolution and it is somewhat of a time waster to have to close the tickets again. I added the following line to Config.pm: $Self->{PostmasterFollowUpState} = 'close'; Should I instead set the value to one of the valid states from the table below? mysql> select id,name,comment,valid_id from ticket_state; +----+---------------------+------------------------------------------+----------+ | id | name | comment | valid_id | +----+---------------------+------------------------------------------+----------+ | 1 | new | ticket is new | 1 | | 2 | closed successful | ticket is closed successful | 1 | | 3 | closed unsuccessful | ticket is closed unsuccessful | 1 | | 4 | open | ticket is open | 1 | | 5 | removed | customer removed ticket (can reactivate) | 1 | | 6 | pending reminder | ticket is pending for agent reminder | 1 | | 7 | pending auto close+ | ticket is pending for automatic close | 1 | | 8 | pending auto close- | ticket is pending for automatic close | 1 | +----+---------------------+------------------------------------------+----------+ Maybe like - $Self->{PostmasterFollowUpState} = 'closed successful'; ? Thanks, Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Thursday, December 18, 2003 3:12 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] StateID errors Hi Mike, On Wed, Dec 17, 2003 at 02:08:43PM -0500, Seigafuse, Mike wrote: > I am seeing these messages in the log files periodically: > > ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Dec 17 09:30:03 2003 > > Message: No StateID for close found! > > Traceback (10186): > Module: Kernel::System::Ticket::State::StateLookup (v1.14) Line: 74 > Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 142 > Module: Kernel::System::PostMaster::FollowUp::Run (v1.27.2.1) Line: 140 > Module: Kernel::System::PostMaster::Run (v1.31.2.3) Line: 178 > [...] > It is obviously not happening on all tickets and from looking through > the tickets and logs it appears to be related to follow-up emails. I > ran a query to see if all the tickets have valid state IDs and they do. > I am running on RedHat 7.3, Apache 1.3.23, mysql 3.23.41 and OTRS V1.1.3 > installed from RPM. > > Let me know if I can provide any config files or other information. If > you have any ideas please let me know. It looks like you configured somewhere an non existing ticket state named 'close'. If I read it correctly you changed the config option PostmasterFollowUpState from 'open' to 'close'. Please check it. > Thanks, > Mike Martin -- ((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/

2 1

StateID errors
by Seigafuse, Mike 18 Dec '03

18 Dec '03

I am seeing these messages in the log files periodically: ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Dec 17 09:30:03 2003 Message: No StateID for close found! Traceback (10186): Module: Kernel::System::Ticket::State::StateLookup (v1.14) Line: 74 Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 142 Module: Kernel::System::PostMaster::FollowUp::Run (v1.27.2.1) Line: 140 Module: Kernel::System::PostMaster::Run (v1.31.2.3) Line: 178 Module: main::FetchMail (v1.9.2.2) Line: 169 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.9.2.2) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Dec 17 10:00:03 2003 Message: No StateID for close found! Traceback (10477): Module: Kernel::System::Ticket::State::StateLookup (v1.14) Line: 74 Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 142 Module: Kernel::System::PostMaster::FollowUp::Run (v1.27.2.1) Line: 140 Module: Kernel::System::PostMaster::Run (v1.31.2.3) Line: 178 Module: main::FetchMail (v1.9.2.2) Line: 169 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.9.2.2) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Dec 17 11:45:03 2003 Message: No StateID for close found! Traceback (11557): Module: Kernel::System::Ticket::State::StateLookup (v1.14) Line: 74 Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 142 Module: Kernel::System::PostMaster::FollowUp::Run (v1.27.2.1) Line: 140 Module: Kernel::System::PostMaster::Run (v1.31.2.3) Line: 178 Module: main::FetchMail (v1.9.2.2) Line: 169 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.9.2.2) Line: 106 It is obviously not happening on all tickets and from looking through the tickets and logs it appears to be related to follow-up emails. I ran a query to see if all the tickets have valid state IDs and they do. I am running on RedHat 7.3, Apache 1.3.23, mysql 3.23.41 and OTRS V1.1.3 installed from RPM. Let me know if I can provide any config files or other information. If you have any ideas please let me know. Thanks, Mike

2 1

Create customer in Phone View
by Tom Hesp 18 Dec '03

18 Dec '03

Hi all, Is there a possibility to create a new customer from within the Phone View? I have a sort of helpdesk situation here where a customer can call to report a problem. If this customer has never called before the helpdesk person needs to create a new customer entry. It would be a lot easier to do this from within the Phone View right away instead of going to the Customer interface and doing it from there. I had a thorough look through the code but until now I have not been able to find it. Am I missing something or do I need to build this myself? Thanks for your time. Kind regards, Tom Hesp

1 0

RE: [otrs] Setting email up - using a SMTP server in other comput er
by Navarro, Jose 17 Dec '03

17 Dec '03

Dear Robert, your help has been really useful! Now email is working. There were a couple of CPAN modules missing in my installation. Now email is working perfectly! Now I come to a different question: I need to set up OTRS for two "different" ticketing groups. That is, I intend to use OTRS to keep track of the requests addressed to two different groups of people that have no relationship between them. So I have created two different system emails, i.e., group1@localhost and group2@localhost. I have also created two different queues, that is, "Requests for group 1" and "Requests for group 2" and linked each email to the corresponding queue. In this way, requests to group1@locahost go directly to the queue for group1 and those sent through group2@localhost go to the second queue. My problem now is how to avoid that the user controlling groupX may see the queue for groupY. That is, I want to keep both queues under the appropriate eyes only. I've been looking for a way to do this but unsuccessfully. Again, can you lend me a hand? BTW, my CONGRATULATIONS for this system. I installed it in a real old computer (Pentium III, 400MHz, 128Mb RAM, 10Gb disk, RedHat 7.2) and it is fast as lightnin' ! José.

4 3

Size of field for customer email address input
by Drnak Marek 16 Dec '03

16 Dec '03

Hi all, I have got email address that is bigger than 50 characters and I want to change the form where I am adding Customer account to accept tho longer value. Where can I change it to be able to accept email address longer than 50 chars? Thanks in advance Marek Drnak

3 2

Spam and Virus filters
by Michael Otto 16 Dec '03

16 Dec '03

Hi everybody, I thought this might be useful for you just as it is for us. I wrote a small script that works as a filter between an MTA and otrs and filters spam and viri before they hit a queue. Sorry if anybody else came up with this idea before, there's no seach available in the archives :-) The script requires SpamAssassin and ClamAV installed in daemon mode. See http://www.spamassassin.org and http://www.clamav.net for more info. It should be pretty easy to modify the script so it doesn't rely upon daemon mode for both programs. --- Name it 'spamclam.sh' and put it into /home/otrs --- #!/bin/sh # This script takes a mail from STDIN, runs virus and spam scans # on it and if it passes, pipes it into $ARGV[1]. Otherwise # writes it into otrs-virusbox or otrs-spambox respectively. # # Written by Michael otto <mo(a)epublica.de>. Released under GPL. HOME=/home/otrs TMP=/tmp cat >$TMP/mail.tmp.$$ VIRUS=`clamdscan --disable-summary --stdout $TMP/mail.tmp.$$ | grep FOUND` if [ "${VIRUS}" == "" ]; then SPAM=`spamc -u otrs -r < $TMP/mail.tmp.$$` if [ "${SPAM}" == "" ]; then cat $TMP/mail.tmp.$$ | $1 else cat $TMP/mail.tmp.$$ >>$HOME/otrs-spambox fi else cat $TMP/mail.tmp.$$ >>$HOME/otrs-virusbox fi rm $TMP/mail.tmp.$$ --- Now patch your alias file which pipes the mail into PostMaster.pl like this: local_part: "|/home/otrs/spamclam.sh /opt/otrs/bin/PostMaster.pl" --- Regards, Michael -- Michael Otto, Dipl.-Inform. epublica Internet-Technologie: Konzeption, Produktion, Wartung Wartenau 8 D-22089 Hamburg michael.otto(a)epublica.de http://www.epublica.de Tel. +49 (0)40/4109879-1 Fax +49 (0)40/4109879-9

1 0

Help
by Leonardo Amezquita 16 Dec '03

16 Dec '03

I can to change the configuration of customer.pl in what file change the colors and the content.?

2 1

Re: [otrs] SuSE 9.0 and OTRS RPM Install Failure
by Paul Rhein 16 Dec '03

16 Dec '03

Hi Mark Is it a installation from scrtach you're dealing with ? Can you uninstall all and start with OTRS (no apache at all on the box) ? If so, I would try that. hth -p. "L. Mark Stone" <LMStone(a)RNoME.com>@otrs.org on 16-12-2003 14:29:52 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Subject: Re: [otrs] SuSE 9.0 and OTRS RPM Install Failure Paul, The installation is on a Compaq 6400r, with twin Xeons and an SMP kernel as well. The error is when running the OTRS RPM--it complains it wants Apache and mod_perl. It doesn't see that Apache2 is already installed. On Tue, 2003-12-16 at 04:10, Paul Rhein wrote: > Hi, > > We have SuSE 9.0 (or should I say Novell :-)) with apache2 and mod_perl on > COMPAQ 2 way (snmp kernel). > Works fine as usual with OTRS. > > We did not have problems during installation just out of the box. > > kr > > Paul > > > > > > > > "L. Mark Stone" <LMStone(a)RNoME.com>@otrs.org on 16-12-2003 02:50:53 > > Please respond to "User questions and discussions about OTRS." > <otrs(a)otrs.org> > > Sent by: otrs-bounces(a)otrs.org > > > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > cc: > > Subject: [otrs] SuSE 9.0 and OTRS RPM Install Failure > > > We just rebuilt our internal OTRS server with SuSE 9.0, which installs > Apache2 by default. > > When we went to install the 1.1.3 OTRS rpm, we got an error regarding > two missing dependencies for apache and mod_perl. > > Since we have Apache2 installed, and all of the perl stuff for it, can > we safely install the OTRS rpm with "nodeps" (or should we build > from source)? > > Perhaps the better first question to ask is if OTRS will run on Apache2! > > Thanks! > Mark > > -- > ______________________________________________________________ > L. Mark Stone > President > Reliable Networks of Maine, LLC > 477 Congress Street, 5th Floor > Portland, ME 04107 > > Tel: (207) 772-5678 > Cell: (917) 597-2057 > Email: LMStone(a)RNoME.com > Web: http://www.RNoME.com > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > > > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Web: http://www.RNoME.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] SuSE 9.0 and OTRS RPM Install Failure
by Paul Rhein 16 Dec '03

16 Dec '03

Hi, We have SuSE 9.0 (or should I say Novell :-)) with apache2 and mod_perl on COMPAQ 2 way (snmp kernel). Works fine as usual with OTRS. We did not have problems during installation just out of the box. kr Paul "L. Mark Stone" <LMStone(a)RNoME.com>@otrs.org on 16-12-2003 02:50:53 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Subject: [otrs] SuSE 9.0 and OTRS RPM Install Failure We just rebuilt our internal OTRS server with SuSE 9.0, which installs Apache2 by default. When we went to install the 1.1.3 OTRS rpm, we got an error regarding two missing dependencies for apache and mod_perl. Since we have Apache2 installed, and all of the perl stuff for it, can we safely install the OTRS rpm with "nodeps" (or should we build from source)? Perhaps the better first question to ask is if OTRS will run on Apache2! Thanks! Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Web: http://www.RNoME.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

Queues not listing
by Tony Law 15 Dec '03

15 Dec '03

I created two new queues in the OTRS Admin Area. Both have exactly the same options. When I go in as a Customer and click to input a ticket, I only have one of the new queues listed in the drop down list for the To field. Why can I not get both to show up? Tony Law Technical Coordinator law(a)careerlink.com 402-345-5025 x128 Careerlink.com, the easiest way to find the right candidate

2 1

RE: [otrs] Viruses and Worms oh my
by Erik Mathis - AIU Dunwoody Staff 15 Dec '03

15 Dec '03

otrs-bounces(a)otrs.org wrote: > When you're zoomed into a ticket, it's got the email trail at > the top. Beside each entry, it has the option to view the > plain text version. Here's an example: > > |-->>>customer (email-external) (plain) 12/05/2003 09:50:02 > > Click on "plain" to view the full raw email, including headers. That worked like a charm. I have seen it before, but never used it. Erik Mathis AIU Dunwoody Network Administrator

1 0

Viruses and Worms oh my
by Erik Mathis - AIU Dunwoody Staff 15 Dec '03

15 Dec '03

Was wondering how could I see the email message headers to help find out who has been infected and keeps email our helpdesk? Erik Mathis AIU Dunwoody Network Administrator

3 2

inserting logo on CustomerLogin.pl
by Jeremy-MedImg 15 Dec '03

15 Dec '03

i'm attempting to insert a logo on the CustomerLogin.pl page. i used a simple html "img src" text, but still nothing. how and where should the image be placed? jeremy

2 1

country code selection
by kieran＠pawsoff.org 15 Dec '03

15 Dec '03

hello all, i'm trying to add a country origination selection feature to OTRS, i have a otrs.country row, and i have added a country row to otrs.ticket. the mysql db entry was the easy bit. now, i'd like to modify the frontend to allow setting the originating country in the zoomview, in a similar way to the 'change queue' drop down menu. i'd also like to be able to search for tickets by country, and eventually GEO (the geo search would be a higher-level country search?). information on where to begin would be much appreciated. :) the country codes .sql i used was taken from http://27.org/isocountrylist/iso_country_list.sql. regards, Kieran.

2 1

State change notification
by Bakari Allen 15 Dec '03

15 Dec '03

I don't know if my message made it to the list yesterday or not because I never saw it posted, so I am posting it again in search of some assistance . . . TIA. In our implementation of OTRS, the original sender includes an important file number in the subject line of their original message. I've configured the system to send e-mail notification of the state change to the users for their respective tickets. However, a single customer may send 15 requests in a day. How can I customize the notification e-mail for state update to include the subject line of the original e-mail? I added the following to my Config.pm file . . . #---------------------------------------------------- # # notification email for state update - BAA 2003118 # # ---------------------------------------------------- # $Self->{CustomerNotificationSubjectStateUpdate} = "New State '<OTRS_CUSTOMER_State>'!"; $Self->{CustomerNotificationBodyStateUpdate} = " **** THIS IS JUST A NOTE **** The state of your ticket '<OTRS_TICKET_NUMBER>' has been changed by '<OTRS_OWNER_UserFirstname> <OTRS_OWNER_UserLastname>' to '<OTRS_CUSTOMER_State>'. This is in response to the message you or someone impersonating you sent with an original subject line '<OTRS_CUSTOMER_Subject[20]>'. Your OTRS Notification Master *** THIS IS JUST A NOTE **** "; However, it doesn't work correctly. When it sends the notification is send the following . . . **** THIS IS JUST A NOTE **** The state of your ticket '2003112010000462' has been changed by 'Rachel Diggs' to 'pending reminder'. This is in response to the message you or someone impersonating you sent with an original subject line '<OTRS_CUSTOMER_Subject[20]>'. Your OTRS Notification Master *** THIS IS JUST A NOTE *** Thanks in advance for your assistance. Bakari A. Allen Director of Information Technology Jackson and Hardwick bakari.allen(a)jhlaw.net

2 1

FQDN Change
by Charles R. "Rusty" Thompson 15 Dec '03

15 Dec '03

Is it possible to change the FQDN on a system that has been running for about a year? Where can this be done and what impact might it have on OTRS?

2 1

OTRS and LDAP auth/user population
by David Grimes 14 Dec '03

14 Dec '03

Hello all, I've read all the LDAP info in the documentation and though I haven't tried it yet I'm curious about something. Obviously we have a populated LDAP will OTRS pass the log in information to the LDAP server or does it parse its own user DB and THEN pass it to the LDAP. So I guess my question is better stated by asking if I use LDAP do I need to manually populate a OTRS user db? Also will the user information gleaned from the LDAP server populate the fields in OTRS such as name last name phone # etc. Thanks David Grimes Belo Interactive

2 1

Latest CVS.
by Serpent 12 Dec '03

12 Dec '03

I downloaded the latest CVS due to it handling Customer User's and Groups more securely. I wanted to only allow specific customers to post to specific Queue's via the customer.pl script. This seems to work up until the customer tries to post a new ticket. Here is my configuration: Groups: ----------------- HVL admin stats users All are valid. Queue: ----------------------- Name: HVL Sub-Queue of: - Group: HVL valid: valid Customer User: ------------------------ Login: fred CustomerID: 1 Valid: valid Customer User <-> Groups: ---------------------------------- HVL: RW When I select "RW" then click on his account again under the Customer Groups it has a check mark in both "RO" and "RW". I looked in the database under the group_customer_user table and see the permission_values is set to a 1 on group_id 4 (which is HVL) for permission_key of "rw". And nothing on "ro". So that must be a bug in the code. However when I login to the customer.pl and try to create a new ticket it says permission denied. I even gave him full "rw" access to all the groups. While writing this e-mail I just noticed a error in my System Log. It is as follows: Fri Dec 12 17:08:40 2003 error OTRS-CGI-10 Need TicketID! This seems to occur everytime he tries to create a new ticket. So this appears to be the real problem. Any help appreciated. Thank you, Brad Dameron

1 0

Action 'AdminNotification' not found?
by Christian Junk 11 Dec '03

11 Dec '03

Hi! I'm using the actual CVS version of OTRS. In the admin control panel I can see the entry 'Notifications', but it doesn't work. It seems that there's no module called 'AdminNotification'. Could you help? Much thanks in advance, Christian

2 1

customer user<->group management
by Roger Meier 09 Dec '03

09 Dec '03

hi community Yesterday, i checkout the current cvs head, because i woul'd test the customer user <-> group management as Patrick wrote, and some of you say that work with the currenct cvs head. I have replace the last otrs rpm files and replace all with the cvs content. Change the database fields and inserted new tables. Copy the old Config.pm to the Kernel/ Dir. (Add for the root@localhost manual in the db the admin permission, because i see that the management has changed) But now i have some Problems: 1. Problem: Admin Area: [Customer User <-> Groups ] I see the users and the Groups but when i check a box, the change doesn't affect correctly. It has a Database Entry now, but the Customer User ID is not the ID of the user that shoul'd grant access it is 0. I Show the Code and see that it insert the loginname (customerkey), into the user_id field in the group_customer_user table. I think something is wrong. In my Configfile (tell me what) or in the Sourcecode (can you fix it?). 2. Problem: I have changed the user_id seen in Problem 1 manuely to the customer_user which shoul'd have access to that group. this group is owner of a queue, which have also an email address, for creating ticket to that queue. but i can't add a ticket. The queue has also some entries, but i don't see it in the customer view. only in the apache error log i see folowing: --snip-- [Fri Dec 5 11:45:11 2003] null: DBD::mysql::st execute failed: You have an error in your SQL syntax near ') AND st.customer_id = 'CUST_Franke' AND st.ticket_state_id in ( 1, 4, 6, 7, ' at line 1 at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 265. ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Fri Dec 5 11:45:11 2003 Message: You have an error in your SQL syntax near ') AND st.customer_id = 'CUST_Franke' AND st.ticket_state_id in ( 1, 4, 6, 7, ' at line 1, SQL: 'SELECT count(*) FROM ticket st, queue q WHERE st.queue_id = q.id AND q.group_id IN ( ) AND st.customer_id = 'CUST_Franke' AND st.ticket_state_id in ( 1, 4, 6, 7, 8, 9, 10 ) ' Traceback (3387): Module: Kernel::Modules::CustomerTicketOverView::Run (v1.18) Line: 137 Module: Apache::ROOT::otrs::customer_2epl::handler (v1.22) Line: 690 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 --snip-- I hope somebody can help me. Roger -- ------------------------------------------------------------- addr://Rathausgasse 31, CH-5001 Aarau fon://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 ------------------------------------------------------------- terreActive AG Wir sichern Ihren Erfolg. -------------------------------------------------------------

3 2

Forcing a password change?
by Michael Gurski 09 Dec '03

09 Dec '03

Is it possible to have OTRS force a password change, either immediately upon an initial login, or after a set period of time? There are password policies here that I'd like to be able to follow (temporary passwords created when the account's created "must" be changed, passwords expire after N days, etc), but I haven't seen anything in OTRS 1.1.3 that would help enforce this. I suppose that, worst case scenario, I could periodically "reset" the passwords with a cronjob, forcing users to use the "forgot password" functionality, but this seems rather...heavy-handed. Any ideas or suggestions would be appreciated. Thanks, Mike -- Michael A. Gurski (opt. [first].)[last](a)pobox.com http://www.pobox.com/~[last] 1024R/39B5BADD PGP: 34 93 A9 94 B1 59 48 B7 17 57 1E 4E 62 56 45 70 1024D/1166213E GPG: 628F 37A4 62AF 1475 45DB AD81 ADC9 E606 1166 213E 4096R/C0B4F04B GPG: 5B3E 75D7 43CF CF34 4042 7788 1DCE B5EE C0B4 F04B Views expressed by the host do not reflect the staff, management or sponsors. "It is not desirable to cultivate a respect for the law, so much as a respect for the right" --Henry David Thoreau

2 1

Integrating OTRS
by Tom Hesp 05 Dec '03

05 Dec '03

Martin, I am not sure whether I am responding to your answer in the correct way so I could be opening up a new thread this way. If that's the case, sorry. Thanks for your prompt response. I see that redirecting OTRS to my own customer table shouldn't be too much of a problem as long as I store the data into one table. However, for the agents it is a different story. I had a look into the modules for CustomerUser and User and am thinking along the following path: If I follow the same scheme as for CustomerUser I could add a load of a User DB module in Kernel::System::User. If I then take a copy of Kernel::System::CustomerUser::DB and adapt it to my needs (pointing to my own user table, mapping field names and values, etc.) I would have created my own user backend or am I thinking too simple? One other thing I am not sure of yet is whether I need to adapt Kernel::System::Auth::DB and maybe I am missing out others as well. I would be very grateful if you can advise me on this and I would, of course, be perfectly happy to share the code with you when I get it working. Thanks for your time. Kind regards, Tom Hesp Lage Maten 1 3828 TC Hoogland 033 4561723 / 06 53895236 tghesp(a)euronet.nl

2 2

Forward problem
by Alex Mihicinac 05 Dec '03

05 Dec '03

Hi all, I have some problems with forwarding one specific messsage (from OTRS to valid e-mail). Apache error log contains: ----- [Thu Dec 4 12:40:31 2003] [error] can't have encoding base64 for message type message/delivery-status! at /opt/otrs//Kernel/System/Ticket/Sen dArticle.pm line 131 ----- OTRS haven't produced any error message. I've tried to replace whole message body and subject with just couple of letter but the same error was shown. Anyone knows what could be the problem? TIA Best regards, Alex

2 2

AW: [otrs] UncountedUnlockTime
by TK 05 Dec '03

05 Dec '03

hi martin, thanks! regards tobias -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Martin Edenhofer Gesendet: Freitag, 5. Dezember 2003 01:02 An: User questions and discussions about OTRS. Betreff: Re: [otrs] UncountedUnlockTime Hi TK, On Fri, Nov 28, 2003 at 09:45:25AM +0100, TK wrote: > [...] > I changed it to: > > # UncountedUnlockTime > # (don't count this hours as unlock time - weekdays: Mon,Tue,Wed,Thu,Fri,Sat,Sun;) > $Self->{UncountedUnlockTime} = { > Sat => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], > Sun => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], > Mon => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], > Tue => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], > Wed => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], > Thu => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], > Fri => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], > }; > > But I don't really know what results to expect. > What are these entries for? > What about the ticket-age? The ticket age is still the same. UncountedUnlockTime means the hours where the system unlock time isn't counted. -=> If your unlock time of a queue is 8h and you don't want to count 18:00-8:00 for unlocks and you lock a ticket at 16:00 then the ticket will be unlocked at 14:00 by the system. > Thanks in advance > Tobias Martin -- ((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/

1 0

Problems/Features/Role Model
by Patrick Hofmann 05 Dec '03

05 Dec '03

Hi community We are since a couple of days evaluating OTRS as a replacement for our own Ticketing System. Up to now, we really like it, to us OTRS seems to be the one candidate which we might use to get rid of our old solution (KISS, programmed in a couple of days some years ago). We spent quite some time already setting up everything to our needs, but are now stuck. To explain our problem, I have to tell you a bit about our environment. We are working in the IT Security field, supporting a number of customers around the world and managing the security devices of these customers 7/24. For changes, incidents and so on our customers send us tickets using a webGUI. Topic 1 (company feature) ------- The structure of a customer of ours looks like this: customer1 (company) supervisor (CIO/CSO, or similar) worker1/company1 worker2/company1 worker3/company1 ... workerN/company1 Now to our problems in this field: - The supervisor of companyN should have rw access to all tickets issued by any of his workers, i.e. to all tickets assigned to customer (or company) N - Each worker of customer N should have ro access to all tickets of this customer - Each worker should have rw access to all tickets that he issued, and the 'my tickets' link should display only his tickets. Thus, also an additional link is needed, e.g. 'my company tickets'. In this list also the original issuer of the ticket should be visible. - of course, neither the supervisor nor the workers of companyN should have access to the tickets of other companies (customers) To make a long story short: We are looking more or less for the 'Multi Group' Feature (Chapter 19), not internally in our company, but externally for our customers. We would like to create a group for each customer with several workers assigned to each group (=customer). We had a close look at the Multi Group feature and did some tests, but were not able to get something close to what we are looking for. Probably we have a configuration problem, or it's not possible currently to do what we want. Summarizing this even further: A role model also for the customers would make sense in our opinion. Topic 2 (selectable and reusable queues) ------- For the queueing of the tickets, again a look at our customers is needed. Each customer has a number of devices or applications that we manage, e.g.: customer1 location1 firewall1 firewall2 router1 webserver1 webserver2 mailserver1 location2 ... locationN Often a certain worker is responsible for certain systems at a certain location. While it is possible to create queues with the depicted structure and substructure, it is not possible for a 'Customer User' to select the appropriate queue himself (or, we did not find out how) For us, it would be very helpful, if a 'Customer User' would have access to the queues assigned to a certain company by whatever means, and of course the ability to select one of the queues. Again, queues of other companies should not be visible. Of course this could be extended if queues with the same name (e.g. checkpoint firewall) could be reused for several customers, and the queues could then internally be assigned to different helpdesk groups, i.e. firewallmanagement team, router management team, mailserver support team.... Summary ------- Quite some questions and ideas. One might also consider this a feature request. Some stuff mentioned above migth already be possible, and we just did not find out how to do it. In our opinion the 'company feature' might help to attract even more people to OTRS, while the second topic would be a 'nice to have', but could also be implemented by a process. It could even be dangerous, if a worker of customerN issues a firewall ticket, which later changes to something completely different (let the customers tell the symptoms, don't let them diagnose) Keep up the good work, thanks, and looking forward to seeing your comments Patrick -- ------------------------------------------------------------- addr://Rathausgasse 31, CH-5001 Aarau fon://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 ------------------------------------------------------------- terreActive AG Wir sichern Ihren Erfolg. -------------------------------------------------------------

2 2

UncountedUnlockTime
by TK 05 Dec '03

05 Dec '03

hi, in the config files I found the entry: # UncountedUnlockTime # (don't count this hours as unlock time - weekdays: Mon,Tue,Wed,Thu,Fri,Sat,Sun;) $Self->{UncountedUnlockTime} = { Fri => [ 16,17,18,19,20,21,22,23 ], Sat => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Sun => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Mon => [ 0,1,2,3,4,5,6,7,8 ], }; I changed it to: # UncountedUnlockTime # (don't count this hours as unlock time - weekdays: Mon,Tue,Wed,Thu,Fri,Sat,Sun;) $Self->{UncountedUnlockTime} = { Sat => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Sun => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Mon => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], Tue => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], Wed => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], Thu => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], Fri => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], }; But I don't really know what results to expect. What are these entries for? What about the ticket-age? Thanks in advance Tobias

2 1

Feature request: Add ability to define words to ignore in spell check
by Paul 04 Dec '03

04 Dec '03

Hi, It'd be great if you could add a value to config.pm that would allow us to define a list of words that the spell checker should ignore. Paul

2 2

Account creation automation with LDAP
by Yann RICHARD 04 Dec '03

04 Dec '03

hi all, First, Thanks to all dev team for OTRS. It's the first product I found with a very good and clean code. I use LDAP backend for user and customer. For user I need to have all account set to initialize access right to different queues, groups etc.. Now, I can only set theirs right after the user log into OTRS for the first time (OTRS create the account and set default right...). Is there a way to create all account from the LDAP that is defined in the OTRS config instead of create account when the user login the first time ? Thanks, 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

3 5

Header Filtering
by Frank Barton 04 Dec '03

04 Dec '03

I was wondering if anybody knows of functionality that would allow me to filter new incoming messages by a specific e-mail header line? Thanks in advance. -- Frank Barton Starwolf.biz Systems Administrator www.starwolf.biz/~pauling (My Key is linked there.)

2 1

Missing queue creating New Ticket in Agent view
by Alessio Tosi 03 Dec '03

03 Dec '03

I'm experiencing problems in the creations of new tickets form agent view /otrs/index.pl?Action=AgentPhone I'm missing a queue (and all subqueue) from the drop down list: Where I can find the code to examine the query that generate that list? I've had a look at the database, but in the queue table, all the queue all similar, tha queue, mail and all related is marked as Valid. BR AleX

2 1

Integrating OTRS
by Tom Hesp 03 Dec '03

03 Dec '03

Hi All, I just installed OTRS 1.1.3 and may I congratulate the developers on a very well constructed system that is very easy to configure and adapt to my needs! I have an issue that someone in the OTRS community might be able to help me with: I am running a web application, a web bulletin board system (Ikonboard) and OTRS and I want to integrate the three of them. They all run on a MySQL database. The three systems need to share data in the following way: my web application stores information about customers and employees. In terms of OTRS customers would be.... yes, customers and employees would be agents. While in terms of the Ikonboard, employees would be members. As I want to prevent data from the customer and employee tables to be duplicated as little as possible (preferably no duplication at all) I am looking for a way to share the data between the three. Having an Oracle background I thought of creating views in the OTRS and the Ikonboard system linked to the customer and employee tables in the web application database. This would, in my opinion, create the cleanest solution for this problem. I would hardly have to change any code in OTRS and the Ikonboard (if any at all), there are no problems with data integrity and I am putting the solution where it belongs: in the database so version updates to OTRS and the Ikonboard will have minimal impact. However, MySQL does not support views in any way (in a future version they will but I can not wait for that). Does anyone know of a proper solution for this? I know I could write wrappers around the data access routines from OTRS and Ikonboard but I am afraid that I may create a maintenance nightmare. Probably I should ask this question on the MySQL mailing lists (and I will) but I am sure that at least someone within the OTRS community has faced this problem in the past and I hate to re-invent the wheel. Thanks in advance. Kind regards, Tom Hesp

2 1

RE: [otrs] Graphs
by Bakari Allen 02 Dec '03

02 Dec '03

Thank you - that worked perfectly. Bakari Allen bakari.allen(a)jhlaw.net -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Erik Mathis - AIU Dunwoody Staff Sent: Monday, December 01, 2003 3:57 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Graphs You don't have the perl mod GD installed. Or you have an older version. http://www.mail-archive.com/otrs@otrs.org/msg01206.html Erik Mathis AIU Dunwoody Network Administrator -----Original Message----- From: Bakari Allen [mailto:bakari.allen@jhlaw.net] Sent: Thursday, November 27, 2003 12:37 PM To: otrs(a)otrs.org Subject: [otrs] Graphs I discovered the ability to create graphs recently. However, when I attempted to run the script to create the graphs I received the following error . . . Can't locate GD/Graph.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl .) at ./mkStats.pl line 37. BEGIN failed--compilation aborted at ./mkStats.pl line 37. Can someone point me in the right direction on how to resolve this problem? TIA, Bakari A. Allen Director of Information Technology Jackson and Hardwick, LLC 770.625.0200 extension 210 bakari.allen(a)jhlaw.net

1 0

Re: [otrs] ERR164 DNS error: MX target hostname invalid when send ingreplies
by Jason Coltrin 01 Dec '03

01 Dec '03

Thanks much for the information. I gave your suggestions a try below but I when replying to emails I now receive the error message below. I'm not sure how my authentication is failing and I don't know how to enable debug... Error: SMTP authentication failed! Enable debug for more info! Comment: Please contact the admin. Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.1 OS: linux Time: Mon Dec 1 13:30:25 2003 Message: SMTP authentication failed! Enable debug for more info! Traceback (12763): Module: Kernel::System::Email::SMTP::Send (v1.3.2.2) Line: 104 Module: Kernel::System::Email::Send (v1.1.2.1) Line: 52 Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.11) Line: 180 Module: Kernel::Modules::AgentCompose::SendEmail (v1.46) Line: 353 Module: Kernel::Modules::AgentCompose::Run (v1.46) Line: 78 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.58) Line: 608 I edited the Config.pm file as shown below, as well as change the username to 'jcoltrin' as well as 'agia_mail\jcoltrin' (to try to authenticate to the domain, but both uses had the same result: my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # system data # # ---------------------------------------------------- # # SecureMode # (Enable this so you can't use the installer.pl) $Self->{SecureMode} = 0; # SystemID # (The identify of the system. Each ticket number and # each http session id starts with this number) $Self->{SystemID} = 10; # TicketHook # (To set the Ticket identifier. Some people want to # set this to e. g. 'Call#', 'MyTicket#' or 'TN'.) $Self->{TicketHook} = 'IM Request #'; # FQDN # (Full qualified domain name of your system.) $Self->{FQDN} = 'helpdesk.agia.com'; # AdminEmail # (Email of the system admin.) $Self->{AdminEmail} = 'jcoltrin(a)agia.com <mailto:'jcoltrin(a)agia.com> ; # Organization # (If this is anything other than '', then the email will have an # Organization X-Header) $Self->{Organization} = 'AGIA Inc.'; # **************************************************** # # Jason's Mail settings to get OTRS to use our # # Exchange server. # # **************************************************** # $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'm2.agia.com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'jcoltrin'; #adapt this setting $Self->{'SendmailModule::AuthPassword'} = '*******'; #adapt this setting # ---------------------------------------------------- # : So in all, the error message about the DNS error below has gone away but my end result is still not being able to reply to a message. On Thursday, November 27, 2003 9:08 AM Jason Coltrin <[EMAIL PROTECTED]> wrote: > When sending an email outside my otrs server, via POP3(?) to my Never. It's SMTP. > exchange server, I receive the following message: > >> ------------------------- Message log follows: >> -------------------------| > no valid recipients were found for this message > Xfail: <[EMAIL PROTECTED]> reason: (ERR164) router inet_hosts: DNS > error: The MX (m1.agia.com) target hostname 'm1.agia.com' has an > unauthorised address of [172.25.0.10]: RFC-1918 addresses are never > valid for MX targets on the public Internet! The above is coming from your mail server, not from OTRS. As a mail server with an RFC1918-Address like yours isn't directly reachable from the internet, you get the above error. You might want to take care you're using the right server to send mail. The output looks like coming from an smail installation, not Exchange. Check your Mail settings in OTRS, I believe you are using your localhost's smail (not the best choice anyway - consider exim) instead of your SMTP Exchange. To use the latter, set this in Config.pm: $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'm2.agia.com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = ''; #adapt this setting $Self->{'SendmailModule::AuthPassword'} = ''; #adapt this setting I don't believe changing the below will do anything about it, but you might want to try setting this in Config.pm: $Self->{CheckMXRecord} = 1; hth, Robert Kehl

2 1

RE: [otrs] Graphs
by Erik Mathis - AIU Dunwoody Staff 01 Dec '03

01 Dec '03

You don't have the perl mod GD installed. Or you have an older version. http://www.mail-archive.com/otrs@otrs.org/msg01206.html Erik Mathis AIU Dunwoody Network Administrator -----Original Message----- From: Bakari Allen [mailto:bakari.allen@jhlaw.net] Sent: Thursday, November 27, 2003 12:37 PM To: otrs(a)otrs.org Subject: [otrs] Graphs I discovered the ability to create graphs recently. However, when I attempted to run the script to create the graphs I received the following error . . . Can't locate GD/Graph.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl .) at ./mkStats.pl line 37. BEGIN failed--compilation aborted at ./mkStats.pl line 37. Can someone point me in the right direction on how to resolve this problem? TIA, Bakari A. Allen Director of Information Technology Jackson and Hardwick, LLC 770.625.0200 extension 210 bakari.allen(a)jhlaw.net

1 0

otrs presentation
by Wouter Mignon 01 Dec '03

01 Dec '03

Hello, I have to give a presentation about OTRS on wednesday. Does anyone have any slides or docs avaibable which give an overview of the orts functionality and concepts? They would make my life easier :-) greets, Wouter

1 0

Multiple attachments?
by Luc Stroobant 28 Nov '03

28 Nov '03

Hi list, AFAIK it is impossible to attach more than one file in a reply? Are there any plans to change this in the future? Luc

3 5

Integration of OTRS w/ RTFM?
by Toens Bueker 28 Nov '03

28 Nov '03

Hi *, has anybody tried to integrate otrs with rtfm (http://www.bestpractical.com/rtfm/)? Are there any other FAQ/Knowledgebase-Addons for OTRS? Thx. by Töns -- There is no safe distance.

3 2

Graphs
by Bakari Allen 27 Nov '03

27 Nov '03

I discovered the ability to create graphs recently. However, when I attempted to run the script to create the graphs I received the following error . . . Can't locate GD/Graph.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl .) at ./mkStats.pl line 37. BEGIN failed--compilation aborted at ./mkStats.pl line 37. Can someone point me in the right direction on how to resolve this problem? TIA, Bakari A. Allen Director of Information Technology Jackson and Hardwick, LLC 770.625.0200 extension 210 bakari.allen(a)jhlaw.net

1 0

duplicate tickets
by Bakari Allen 27 Nov '03

27 Nov '03

We have OTRS setup to pull messages from a POP3 account on our e-mail server. Lately, we have been having a problem with duplicate tickets being created by the system. Since OTRS completely pulls everything out of the POP3 e-mail account when it downloads a new message and creates a ticket, is there a log somewhere or some method I can use to determine why the duplicate messages are occurring? Thanks, Bakari A. Allen Director of Information Technology Jackson and Hardwick, LLC 770.625.0200 extension 210 bakari.allen(a)jhlaw.net

2 1

ERR164 DNS error: MX target hostname invalid when sending replies
by Jason Coltrin 27 Nov '03

27 Nov '03

Firstly, I apologize if I am submitting a question to the wrong mailing list. Secondly, I am impressed with OTRS. I have 'okay' linux skills, and despite a 'fingers-crossed' install, things are working pretty well. I have at least been able to pull emails off of my exchange server (m2.agia.com) via POP3, and from there I am able to assign ownership, make notes, and everything else internal is running great. My problem is this: When sending an email outside my otrs server, via POP3(?) to my exchange server, I receive the following message: |------------------------- Message log follows: -------------------------| no valid recipients were found for this message Xfail: <xxxxxx(a)agia.com> reason: (ERR164) router inet_hosts: DNS error: The MX (m1.agia.com) target hostname 'm1.agia.com' has an unauthorised address of [172.25.0.10]: RFC-1918 addresses are never valid for MX targets on the public Internet! ------------------------------------------------------------------------- The address of my correct mail exchange server is 172.25.0.11 (m2.agia.com) An associate of mine said I need to run nslookup, commands Nslookup Set type=mx Agia.com I did, and the results are below: # nslookup Note: nslookup is deprecated and may be removed from future releases. Consider using the `dig' or `host' programs instead. Run nslookup with the `-sil[ent]' option to prevent this message from appearing. > set type=mx > agia.com Server: 172.25.0.203 Address: 172.25.0.203#53 agia.com mail exchanger = 15 m1.agia.com. agia.com mail exchanger = 10 m2.agia.com. After running these commands, I did not see any change in the returned sent mail error messages. So, apparently, the first entry is the one that's giving me problems, but I don't know how to tell otrs that it's invalid, or remove it from my local machine somewhere. I'm not too sufficient at linux networking, and I may have bungled my /etc/hosts file which has an entry for my mail server which I may not need. In addition, I may have left off a trailing period (.) on one of my entries *(read that in a forum somewhere). Here is my hosts file: 127.0.0.1 helpdesk localhost 172.25.1.76 helpdesk.agia.com helpdesk 172.25.0.11 m2.agia.com m2 # The following lines are desirable for IPv6 capable hosts # (added automatically by netbase upgrade) ::1 ip6-localhost ip6-loopback fe00::0 ip6-localnet ff00::0 ip6-mcastprefix ff02::1 ip6-allnodes ff02::2 ip6-allrouters ff02::3 ip6-allhosts hosts (END) Also, I edited my resolv.conf file which again, I may have messed up: domain agia.com nameserver 172.25.0.203 nameserver 172.25.0.101 nameserver 172.25.0.11 resolv.conf (END) M2 (172.25.0.11), which is the mail server I need to work with, is also a name server; we have 2 others, so perhaps I don't need M2 in there. Before I went ahead and removed any entries, and mess up my mostly-functioning otrs installation, I wanted to consult the mailing list. Please be succinct in any replies. I do not know dig, nslookup, or DNS for that matter very well at all. Thanks in advance for your help, Regards, Jason Coltrin PC Systems and Support IV AGIA Inc.

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Re: [otrs] Upgrade from OTRS 0.5 beta 8 to OTRS 1.1.3
by Diego Fernandez 27 Nov '03

27 Nov '03

hi, I sent a reply, but I think It wasn't clear. I do it again. At point d of your message ( "d) update all otrs files..." )can I do "rpm -Uvh otrs-1.1.3-01.i386.rpm" (Redhat 7.3) (directly from Otrs 0.x)? thanks Diego Fernández Servicios Profesionales http://openware.biz eMail: dfernandez(a)openware.biz Martin Edenhofer <me(a)otrs.de> Enviado por: otrs-bounces(a)otrs.org 20/11/2003 19:30 Por favor, responda a "User questions and discussions about OTRS." Para: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Asunto: Re: [otrs] Upgrade from OTRS 0.5 beta 8 to OTRS 1.1.3 Hi Diego, On Thu, Nov 20, 2003 at 05:58:54PM -0300, Diego Fernandez wrote: > Hi Martin, > (I searched the list but i didn't find exactly this) > I've installed OTRS 0.5 beta 8 and I want to upgrade to OTRS 1.1.3. > Is there any way to upgrade directly from 0.5 beta8 to 1.1.3, without > passing through 1.0.1 ? > Do you have any script that do this? If not, can you make one? Yes you can update directly ;), you just need to upgrade the database to 1.0.x and then to 1.1.x. a) backup all b) cat $OTRS_HOME/scripts/DBUpdate-to-1.1.mysql.sql | mysql -p -f -u root otrs c) cat $OTRS_HOME/scripts/DBUpdate-to-1.2.mysql.sql | mysql -p -f -u root otrs d) update all otrs files (incl. config files, they are not compat. with OTRS 0.x) e) add you config settings to the new Kernel/Config.pm > thanks. > Diego Fernández > Servicios Profesionales > http://openware.biz Martin -- ((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/

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AW: [otrs] total time units per agent
by Tomas Müller 27 Nov '03

27 Nov '03

Hello Wouter, > -----Ursprüngliche Nachricht----- > Von: Wouter Mignon [mailto:wouter.mignon@khleuven.be] > Gesendet: Mittwoch, 26. November 2003 13:22 > An: User questions and discussions about OTRS. > Betreff: [otrs] total time units per agent > > Hello, > > I want to be able to check how many time units an agent spent > working on > tickets in a specific period. What is the best way to fetch this info? > You have to perform a SQL-Query in a way like this : SELECT time_accounting.create_time, time_accounting.time_unit,ticket.customer_id, ticket.tn, ticket.id FROM time_accounting,ticket WHERE(time_accounting.create_by='$agent_id') AND time_accounting.create_time>'$begin_date') AND (time_accounting.create_time<'$end_date') AND (ticket.id=time_accounting.ticket_id) ORDER BY ticket.customer_id, LEFT(time_accounting.create_time,10) $agent_id -> agent_id $begin_date -> from date $end_date -> to date Hope that helps. greets Tomas cimt ag ------------------------------------------------------------------------ Unter den Eichen 128 - 12203 Berlin fon: +49.30.834098-0 fax: -22 mobil: +49.178.7270777 email: Tomas.Mueller(a)cimt-ag.de http://www.cimt-ag.de > greets, > Wouter >

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Redirection doesn't work
by Richard Jensen 27 Nov '03

27 Nov '03

When using otrs from any remote machine, whenever I move between major pages such as from the login page to the main page, instead of being redirected with the session number automatically, I get a "document moved" page with a link to the new page. I have to click on this link each time to continue with what I'm doing. Yet, I have no such problem running otrs directly from the server as localhost. I read one post that suggested being sure that the two http header lines: Status: 302 Moved' and 'location:...' appear in Redirect.dtl. They both do, and they both appear as plain text on the displayed page that contains the link I always have to click on. Another symptom is that ALL of the http headers from all of the pages are simply displayed as plain text, which tells me that these headers are not being recognized as headers by either Apache or my browser (same problem in IE 6.x, and all flavors of Mozilla). This leads me to think that my server's Apache installation isn't properly coping with http headers. However, I have verified that mod_headers is installed and is being loaded in my httpd.conf file. Everything else seems to work correctly, so this problem is really irritating, since I feel like I'm right on the brink of a properly working installation. What am I missing? How can I get these headers to be properly recognized?

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OTRS forum
by Reurings, Chris 26 Nov '03

26 Nov '03

Hello everyone, For the one who's interested, I created a forum. Everyone can, after free rigistration, post messages related to the OTRS system. So register and post! URL: http://www.reurings.net/otrs/forum I know, the forum is quite empty, but with your help ... ! The purpose of the forum is to support OTRS users by OTRS users. Kind regards, Chris Reurings

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HTML mail
by Reurings, Chris 26 Nov '03

26 Nov '03

Hello guys, Is it in some way possible to generate HTML mail? When I use HTML tags, the customer receives the e-mail as plain text, So the tags are visable, without the desired format. Any ideas? Or is this not yet implemented? Kind regards, Chris Reurings

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total time units per agent
by Wouter Mignon 26 Nov '03

26 Nov '03

I'm resending this message because I used an existing mail to write mine which gives problems when threading. (Sorry robert!) ------ Hello, I want to be able to check how many time units an agent spent working on tickets in a specific period. What is the best way to fetch this info? greets, Wouter

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Re: [otrs] total time units per agent
by Paul Rhein 26 Nov '03

26 Nov '03

Hi, Try SQLs on table ticket_history. hth Paul Wouter Mignon <wouter.mignon(a)khleuven.be>@otrs.org on 26-11-2003 12:34:28 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Subject: [otrs] total time units per agent Hello, I want to be able to check how many time units an agent spent working on tickets in a specific period. What is the best way to fetch this info? greets, Wouter _______________________________________________ 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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Is there a configuration setting to disable ticket lock on forward?
by Seigafuse, Mike 25 Nov '03

25 Nov '03

I didn't notice one in the config files. We sometimes forward tickets when we see something in a ticket we want to advice the tier 1 folks on before they even get to the ticket. But, When we do this the ticket is automatically locked. This is not a huge deal, but the ability to turn this off would be a nice to have... Thanks, Mike

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RE: [otrs] LDAP to generate OTRS Customers ?
by Neil Lehouillier 25 Nov '03

25 Nov '03

Have you searched through the mailing list? Most of the questions your asking have been addressed already. Just go to the mailing list archives and do a search for LDAP. Also you will want to make sure that you have all the necessary applications (ie.. Net::LDAP... etc....) installed. Later..... Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michael Arndt Sent: Tuesday, November 25, 2003 5:21 AM To: otrs(a)otrs.org Subject: [otrs] LDAP to generate OTRS Customers ? Hello *, goal: use a existing LDAP Server to provide "Customers" to OTRS Question: -which configuration files / Environment Vars do i have to specify to point OTRS to an existing LDAP Directory, running on an different Server than OTRS for identifying customers ? ( i have read the docs, but obviously not understood completely :-) ) -does OTRS need a real authentication via pam-ldap oder is it enough that an customer entry is present in the directory for OTRS to accept the customer entry ? background: authentication is still done via NIS and the LDAP Directory is operated by another department that the OTRS system. As far is i understand the LDAP Backend is the only way to avoid generating every customer from scratch ? TIA Micha _______________________________________________ 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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LDAP to generate OTRS Customers ?
by Michael Arndt 25 Nov '03

25 Nov '03

Hello *, goal: use a existing LDAP Server to provide "Customers" to OTRS Question: -which configuration files / Environment Vars do i have to specify to point OTRS to an existing LDAP Directory, running on an different Server than OTRS for identifying customers ? ( i have read the docs, but obviously not understood completely :-) ) -does OTRS need a real authentication via pam-ldap oder is it enough that an customer entry is present in the directory for OTRS to accept the customer entry ? background: authentication is still done via NIS and the LDAP Directory is operated by another department that the OTRS system. As far is i understand the LDAP Backend is the only way to avoid generating every customer from scratch ? TIA Micha

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What exactly does "bounce" do ?
by Dennis.Buehring＠net-and-works.de 24 Nov '03

24 Nov '03

What is it used for ? Maybe im too stupid but i cant find any hints.. :( mfg Dennis

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