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RE: [otrs] Queue question
by Reurings, Chris 24 Nov '03

24 Nov '03

Thank you very very much! It works! Thanks again, Chris Reurings _____ From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Fri 11/21/2003 7:15 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue question On Friday, November 21, 2003 3:01 PM Reurings, Chris <C.Reurings(a)vianova.nl> wrote: > Yes it is possible to unlock the ticket a place back to the queue. > And you are right when you say it is a time consuming task to do that. > > So is there an option to automate this process by changing the code > or some kind of rule? See /opt/otrs/bin/UnlockTickets.pl for that. $ /opt/otrs/bin/UnlockTickets.pl --help UnlockTickets.pl <Revision 1.14> - unlock tickets Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> usage: /opt/otrs/bin/UnlockTickets.pl [options] Options are as follows: --help display this option help --timeout unlock old tickets --all unlock all ticksts (force) hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ <http://www.otrs.de/> :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ <http://www.otrs.de/>

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Feature request: Spell check in responses, salutation, etc.
by Paul 23 Nov '03

23 Nov '03

Hi, It would be fantastic if the spell checking capabilities of new responses could be added to any screens where text is entered in the Admin area. I'd find it extremely helpful to be able to spell check things like auto-responses, responses, signatures, etc. It doesn't seem like it would be something too difficult to add. Regards, Paul

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Installation Issues
by Daniel Northam 22 Nov '03

22 Nov '03

My System: Redhat 9 httpd-2.0.40-21.5 mod_perl-1.99_07-5 Problem: I am unable to get Apache to start up. Here is the error(s) I am getting: --------------SNIP--------------------- Starting httpd: [Fri Nov 21 18:58:34 2003] [error] Can't locate loadable object for module Apache::Constants in @INC (@INC contains: /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/Apache/ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/mod_perl.pm line 14!Compilation failed in require at /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/Apache.pm line 6.!BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.0/i386-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/scripts/apache2-perl-startup.pl line 18.!BEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 18.!Compilation failed in require at (eval 1) line 1.! [Fri Nov 21 18:58:34 2003] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server 127.0.0.1:0, exiting...! ----------END SNIP-------------------------- Also I try and execute the .pl program and I am getting this error: [root@danoc scripts]# perl apache2-perl-startup.pl GATEWAY_INTERFACE not Perl! at apache2-perl-startup.pl line 5. Any suggestions?? -- Daniel Northam Surewest Broadband Systems Technician

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RE: [otrs] Adding LDAP Customer Info
by Neil Lehouillier 21 Nov '03

21 Nov '03

Thomas, I did this already to clean up the view when looking through the customer Management screen. As for the showing all the groups I think you would have to do a for statement for each memberof line in the ldap directory for that particular user and then add the results of those searches to an array and then display the array. The only problem is that I'm not much for perl programming. I will try and teach myself but should anyone be able to perform this faster please let me know. Later.... Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thomas Nilsen Sent: Friday, November 21, 2003 6:43 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Adding LDAP Customer Info Neil, Look at http://www.mail-archive.com/otrs@otrs.org/msg02199.html for info on how I got rid of some of the extra AD info (this will also remove groups!). However, I'm not sure how you would solve your issue to show all the groups the users is a member of.. Thomas >-----Original Message----- >From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] >Sent: Thursday, November 20, 2003 5:20 PM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] Adding LDAP Customer Info > > >Thomas, > >thanks a lot. Everything seems to be working perfectly with >the integration into Active Directory. Just a couple of >questions.....: > >1. With email-address or text that is too large to fit on the >Phone View Customer Info side of the screen... is there anyway >to get this information to wrap or to setup a web fix so that >when you hold the mouse over the information it brings up a >little box with the full information(last one difficult I'm >pretty sure)? > >2. In the Phone view customer info side of the screen I set >up a Groups field that shows the users group membership. But >it only shows the first one. Is there anyway to get it to >show all the groups and to filter out the extraneous >information >(ie....CN=Accounting,OU=Distribution,OU=Groups,DC=domain,DC=loc >al..... All I want to see is the CN=Accounting). > >Here is an example of the membership information on one user: >memberOf: CN=Audit,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Snr Accountants,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Accounting,OU=Distribution,OU=Groups,DC=domain,DC=local >memberOf: CN=All Staff,OU=Distribution,OU=Groups,DC=domain,DC=local >memberOf: CN=Hornet,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Accounting,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Users,CN=Builtin,DC=domain,DC=local > >Later.... > >Thanks... > >Neil > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >Behalf Of Thomas Nilsen >Sent: Thursday, November 20, 2003 8:36 AM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] Adding LDAP Customer Info > > >Try changing CustomerKey to sAMAccountName. AD doesn't use uid >for the useraccounts. > >Thomas > >>-----Original Message----- >>From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] >>Sent: Thursday, November 20, 2003 4:27 PM >>To: User questions and discussions about OTRS. >>Subject: RE: [otrs] Adding LDAP Customer Info >> >> >>I tried what you said and entered the following into my >Config.pm file: >> >> # customer uniq id >> CustomerKey => 'uid', >> # customer # >> CustomerID => 'mail', >> CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], >> CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], >> CustomerUserPostMasterSearchFields => ['mail'], >> CustomerUserNameFields => ['givenname', 'sn'], >> Map => [ >> # note: Login, Email and CustomerID needed! >> # var, frontend, storage, shown, required, storage-type >> [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], >> [ 'UserFirstname', 'Firstname', 'ldap_attr_givenname', 1, >>1, 'var' ], >> [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], >> [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], >> [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], >> [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], >> [ 'UserPhone', 'Phone', >>'ldap_attr_telephoneNumber', 1, 0, 'var' ], >> [ 'UserAddress', 'Address', 'postaladdress', 1, >0, 'var' ], >> [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], >> ], >> }; >> >>When I perform the search I don't see anything more on the screen. >> >>In the System Log of OTRS it shows this: >>Thu Nov 20 08:19:23 2003 error OTRS-CGI-10 Need User or CustomerID! >> >>Shouldn't it be able to grab the customer id from the CustomerID => >>'mail' field? >> >>Later.... >> >> >>Thanks for the help..... >> >>Neil >> >> >> >> >>-----Original Message----- >>From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf >>Of Martin Edenhofer >>Sent: Wednesday, November 19, 2003 3:42 PM >>To: User questions and discussions about OTRS. >>Subject: Re: [otrs] Adding LDAP Customer Info >> >> >>Hi Neil, >> >>On Wed, Nov 19, 2003 at 09:39:17AM -0700, Neil Lehouillier wrote: >>> thanks for responding so quickly. This config allows me to >>search by >>> user id which is something I was looking for but it still doesn't >>> answer my first two questions. What I want is to include more >>> information for teh tech guys in the ticket view. When I click on >>> phone view and then enter a user name I want otrs to display >>the user >>> information such as Full Name, Phone #, Email Address, and Office >>> number(all of which is entered in Active Directory) on >>either the side >>> of the screen where it says Customer Info or within the first couple >>> of lines of the text of the ticket. Is this possible? >> >>Yes, you can do this. Add more to the Map of the CustomerUser config >>option: >> >> $Self->{CustomerUser} = { >> [...] >> Map => [ >> # note: Login, Email and CustomerID needed! >> # var, frontend, storage, shown, required, storage-type >> [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], >> [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], >> [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], >> [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], >> [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], >> [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], >> [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], >> [ 'UserHost', 'Host', 'ldap_attr_host', 1, 0, 'var' ], >> [ 'UserIP', 'Host IP', 'ldap_attr_host_ip', 1, 0, 'var' ], >> [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], >> [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], >> [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], >> [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], >> ], >> }; >> >> >>> Neil >> >> 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/ _______________________________________________ >>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/ >_______________________________________________ >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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Notification E-mail for state update
by Bakari Allen 21 Nov '03

21 Nov '03

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, LLC 770.625.0200 extension 210 bakari.allen(a)jhlaw.net

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Re: [otrs] Upgrade from OTRS 0.5 beta 8 to OTRS 1.1.3
by Diego Fernandez 21 Nov '03

21 Nov '03

Ok. but, 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) At this step, can I use otrs-1.1.3-01.i386.rpm (Redhat 7.3) directly from Otrs 0.x? This way: "rpm -Uvh otrs-1.1.3-01.i386.rpm " ? e) add you config settings to the new Kernel/Config.pm > thanks. > Diego Fernández > Servicios Profesionales > http://openware.biz Martin Thanks Diego Fernández Servicios Profesionales http://openware.biz eMail: dfernandez(a)openware.biz

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RE: [otrs] Queue question
by Reurings, Chris 21 Nov '03

21 Nov '03

Yes it is possible to unlock the ticket a place back to the queue. And you are right when you say it is a time consuming task to do that. So is there an option to automate this process by changing the code or some kind of rule? Tnx again _____ From: Chris Salter [mailto:csalter@educomts.com] Sent: Fri 11/21/2003 3:00 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Queue question Is the ticket still locked for the original user? If so, they can unlock the ticket and that will put it back in the queue. But it could take a long time for an agent to go through each ticket and unlock it. -- Chris Salter -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Reurings, Chris Sent: November 21, 2003 8:53 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Queue question Ok, I used the wrong description of that function. But I understand the meaning of it. The "Ticket Lock after Follow Up" was already configured with "NO", so I changed it to "YES" and back to "NO", but with both settings the reply message of a customer was placed in the personal message list. What to do? I understand the meaning of the personal ticket list, but is there a way to parse reply messages to the corresponding queue and NOT to the personal messages list? Thank for your advise, Chris Reurings The Netherlands _____ From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Fri 11/21/2003 2:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue question On Friday, November 21, 2003 2:15 PM Reurings, Chris <C.Reurings(a)vianova.nl> wrote: > Is there a way to store reply messages from customers in the related > queue (which is viewable for all of our agents) and not in a personal > message box? They aren't stored in a personal mailbox, as there doesn't exist any real mailboxes in OTRS. Your "mailbox" is a list of locked tickets. The feature you require is a per-queue-setting. You do this via the Admin interface: http://localhost/otrs/index.pl?Action=AdminQueue <http://localhost/otrs/index.pl?Action=AdminQueue> Set the Combobox "Ticket lock after a follow up:" to "No" and you're done, I suppose. htht, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ <http://www.otrs.de/> :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ <http://www.otrs.de/>

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RE: [otrs] Queue question
by Reurings, Chris 21 Nov '03

21 Nov '03

In addition to my previous message: It will only occur when an agent already replied to a new ticket, and the customer will send reply to that reply. It will stored in te personal MESSAGES list and not in the personal TICKET list. When configuring a queue you can configure the unlock time of a locked, but not YET REPLIED, mesage. Is there some way to do the same for a scenario written above? Sorry for the overflow of mail. I hope your buffer can handle it. ;-) Grtz Chris _____ From: Reurings, Chris Sent: Fri 11/21/2003 3:01 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Queue question Yes it is possible to unlock the ticket a place back to the queue. And you are right when you say it is a time consuming task to do that. So is there an option to automate this process by changing the code or some kind of rule? Tnx again _____ From: Chris Salter [mailto:csalter@educomts.com] Sent: Fri 11/21/2003 3:00 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Queue question Is the ticket still locked for the original user? If so, they can unlock the ticket and that will put it back in the queue. But it could take a long time for an agent to go through each ticket and unlock it. -- Chris Salter -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Reurings, Chris Sent: November 21, 2003 8:53 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Queue question Ok, I used the wrong description of that function. But I understand the meaning of it. The "Ticket Lock after Follow Up" was already configured with "NO", so I changed it to "YES" and back to "NO", but with both settings the reply message of a customer was placed in the personal message list. What to do? I understand the meaning of the personal ticket list, but is there a way to parse reply messages to the corresponding queue and NOT to the personal messages list? Thank for your advise, Chris Reurings The Netherlands _____ From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Fri 11/21/2003 2:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue question On Friday, November 21, 2003 2:15 PM Reurings, Chris <C.Reurings(a)vianova.nl> wrote: > Is there a way to store reply messages from customers in the related > queue (which is viewable for all of our agents) and not in a personal > message box? They aren't stored in a personal mailbox, as there doesn't exist any real mailboxes in OTRS. Your "mailbox" is a list of locked tickets. The feature you require is a per-queue-setting. You do this via the Admin interface: http://localhost/otrs/index.pl?Action=AdminQueue <http://localhost/otrs/index.pl?Action=AdminQueue> Set the Combobox "Ticket lock after a follow up:" to "No" and you're done, I suppose. htht, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ <http://www.otrs.de/> :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ <http://www.otrs.de/>

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RE: [otrs] Queue question
by Reurings, Chris 21 Nov '03

21 Nov '03

Ok, I used the wrong description of that function. But I understand the meaning of it. The "Ticket Lock after Follow Up" was already configured with "NO", so I changed it to "YES" and back to "NO", but with both settings the reply message of a customer was placed in the personal message list. What to do? I understand the meaning of the personal ticket list, but is there a way to parse reply messages to the corresponding queue and NOT to the personal messages list? Thank for your advise, Chris Reurings The Netherlands _____ From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Fri 11/21/2003 2:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Queue question On Friday, November 21, 2003 2:15 PM Reurings, Chris <C.Reurings(a)vianova.nl> wrote: > Is there a way to store reply messages from customers in the related > queue (which is viewable for all of our agents) and not in a personal > message box? They aren't stored in a personal mailbox, as there doesn't exist any real mailboxes in OTRS. Your "mailbox" is a list of locked tickets. The feature you require is a per-queue-setting. You do this via the Admin interface: http://localhost/otrs/index.pl?Action=AdminQueue <http://localhost/otrs/index.pl?Action=AdminQueue> Set the Combobox "Ticket lock after a follow up:" to "No" and you're done, I suppose. htht, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ <http://www.otrs.de/> :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ <http://www.otrs.de/>

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RE: [otrs] Adding LDAP Customer Info
by Thomas Nilsen 21 Nov '03

21 Nov '03

Neil, Look at http://www.mail-archive.com/otrs@otrs.org/msg02199.html for info on how I got rid of some of the extra AD info (this will also remove groups!). However, I'm not sure how you would solve your issue to show all the groups the users is a member of.. Thomas >-----Original Message----- >From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] >Sent: Thursday, November 20, 2003 5:20 PM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] Adding LDAP Customer Info > > >Thomas, > >thanks a lot. Everything seems to be working perfectly with >the integration into Active Directory. Just a couple of >questions.....: > >1. With email-address or text that is too large to fit on the >Phone View Customer Info side of the screen... is there anyway >to get this information to wrap or to setup a web fix so that >when you hold the mouse over the information it brings up a >little box with the full information(last one difficult I'm >pretty sure)? > >2. In the Phone view customer info side of the screen I set >up a Groups field that shows the users group membership. But >it only shows the first one. Is there anyway to get it to >show all the groups and to filter out the extraneous >information >(ie....CN=Accounting,OU=Distribution,OU=Groups,DC=domain,DC=loc >al..... All I want to see is the CN=Accounting). > >Here is an example of the membership information on one user: >memberOf: CN=Audit,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Snr Accountants,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Accounting,OU=Distribution,OU=Groups,DC=domain,DC=local >memberOf: CN=All Staff,OU=Distribution,OU=Groups,DC=domain,DC=local >memberOf: CN=Hornet,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Accounting,OU=Secret,OU=Groups,DC=domain,DC=local >memberOf: CN=Users,CN=Builtin,DC=domain,DC=local > >Later.... > >Thanks... > >Neil > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >Behalf Of Thomas Nilsen >Sent: Thursday, November 20, 2003 8:36 AM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] Adding LDAP Customer Info > > >Try changing CustomerKey to sAMAccountName. AD doesn't use uid >for the useraccounts. > >Thomas > >>-----Original Message----- >>From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] >>Sent: Thursday, November 20, 2003 4:27 PM >>To: User questions and discussions about OTRS. >>Subject: RE: [otrs] Adding LDAP Customer Info >> >> >>I tried what you said and entered the following into my >Config.pm file: >> >> # customer uniq id >> CustomerKey => 'uid', >> # customer # >> CustomerID => 'mail', >> CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], >> CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], >> CustomerUserPostMasterSearchFields => ['mail'], >> CustomerUserNameFields => ['givenname', 'sn'], >> Map => [ >> # note: Login, Email and CustomerID needed! >> # var, frontend, storage, shown, required, storage-type >> [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], >> [ 'UserFirstname', 'Firstname', >>'ldap_attr_givenname', 1, 1, 'var' ], >> [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], >> [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], >> [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], >> [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], >> [ 'UserPhone', 'Phone', >>'ldap_attr_telephoneNumber', 1, 0, 'var' ], >> [ 'UserAddress', 'Address', 'postaladdress', 1, >0, 'var' ], >> [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], >> ], >> }; >> >>When I perform the search I don't see anything more on the screen. >> >>In the System Log of OTRS it shows this: >>Thu Nov 20 08:19:23 2003 error OTRS-CGI-10 Need User or CustomerID! >> >>Shouldn't it be able to grab the customer id from the >>CustomerID => 'mail' field? >> >>Later.... >> >> >>Thanks for the help..... >> >>Neil >> >> >> >> >>-----Original Message----- >>From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >>Behalf Of Martin Edenhofer >>Sent: Wednesday, November 19, 2003 3:42 PM >>To: User questions and discussions about OTRS. >>Subject: Re: [otrs] Adding LDAP Customer Info >> >> >>Hi Neil, >> >>On Wed, Nov 19, 2003 at 09:39:17AM -0700, Neil Lehouillier wrote: >>> thanks for responding so quickly. This config allows me to >>search by >>> user id which is something I was looking for but it still doesn't >>> answer my first two questions. What I want is to include more >>> information for teh tech guys in the ticket view. When I click on >>> phone view and then enter a user name I want otrs to display >>the user >>> information such as Full Name, Phone #, Email Address, and Office >>> number(all of which is entered in Active Directory) on >>either the side >>> of the screen where it says Customer Info or within the first couple >>> of lines of the text of the ticket. Is this possible? >> >>Yes, you can do this. Add more to the Map of the CustomerUser config >>option: >> >> $Self->{CustomerUser} = { >> [...] >> Map => [ >> # note: Login, Email and CustomerID needed! >> # var, frontend, storage, shown, required, storage-type >> [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], >> [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], >> [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], >> [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], >> [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], >> [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], >> [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], >> [ 'UserHost', 'Host', 'ldap_attr_host', 1, 0, 'var' ], >> [ 'UserIP', 'Host IP', 'ldap_attr_host_ip', 1, 0, 'var' ], >> [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], >> [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], >> [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], >> [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], >> ], >> }; >> >> >>> Neil >> >> 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/ _______________________________________________ >>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/ >_______________________________________________ >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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Queue question
by Reurings, Chris 21 Nov '03

21 Nov '03

Hi OTRS users, We want to use the OTRS for our customer support unit. Several persons are working for that unit, so we use multiple agent accounts for OTRS. The problem is when Agent 1 has processed a ticket and a customer sends a reply to that ticket, the reply message will be stored in the personal message box of Agent 1. So other agents are not able to view an incoming reply of a customer which is processed by Agent 1. What I mean is when Agent 1 is out of office, other agents are not able to view reply messages from customers. So it is possible that a customer has to wait for a week to get a response! That's not acceptable for us and our clients. Is there a way to store reply messages from customers in the related queue (which is viewable for all of our agents) and not in a personal message box? This is in dutch: Zijn er ook Nederlandse gebruikers van het OTRS systeem die mij kunnen helpen met dit probleem? Kind regards, Chris Reurings c.reurings(a)vianova.nl < < <mailto:c.reurings@caesar.nl> mailto:c.reurings@caesar.nl> mailto:c.reurings@caesar.nl <mailto:c.reurings@caesar.nl> > The Netherlands

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New messages and formatting question
by Peter van Rensburg 20 Nov '03

20 Nov '03

Hi, 1. How can I get rid of the new messages in the agent frontend? IE: "[ Ticket#: 2003111410000045 ] New message!" I've already zoomed on the ticket, but the "New message!" stays there. 2. How can I see all comments on a zoomed ticket in the agent frontend at once? I don't want to click on each customer or agent comment, I just want to scroll down and see the comments in chronological order. 3. Why is the CustomerFooter.dtl and CustomerHeader.dtl's contents included in CustomerLogin.dtl instead of a reference? Thanks, Peter

3 3

RE: [otrs] Adding LDAP Customer Info
by Neil Lehouillier 20 Nov '03

20 Nov '03

Thomas, thanks a lot. Everything seems to be working perfectly with the integration into Active Directory. Just a couple of questions.....: 1. With email-address or text that is too large to fit on the Phone View Customer Info side of the screen... is there anyway to get this information to wrap or to setup a web fix so that when you hold the mouse over the information it brings up a little box with the full information(last one difficult I'm pretty sure)? 2. In the Phone view customer info side of the screen I set up a Groups field that shows the users group membership. But it only shows the first one. Is there anyway to get it to show all the groups and to filter out the extraneous information (ie....CN=Accounting,OU=Distribution,OU=Groups,DC=domain,DC=local..... All I want to see is the CN=Accounting). Here is an example of the membership information on one user: memberOf: CN=Audit,OU=Secret,OU=Groups,DC=domain,DC=local memberOf: CN=Snr Accountants,OU=Secret,OU=Groups,DC=domain,DC=local memberOf: CN=Accounting,OU=Distribution,OU=Groups,DC=domain,DC=local memberOf: CN=All Staff,OU=Distribution,OU=Groups,DC=domain,DC=local memberOf: CN=Hornet,OU=Secret,OU=Groups,DC=domain,DC=local memberOf: CN=Accounting,OU=Secret,OU=Groups,DC=domain,DC=local memberOf: CN=Users,CN=Builtin,DC=domain,DC=local Later.... Thanks... Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thomas Nilsen Sent: Thursday, November 20, 2003 8:36 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Adding LDAP Customer Info Try changing CustomerKey to sAMAccountName. AD doesn't use uid for the useraccounts. Thomas >-----Original Message----- >From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] >Sent: Thursday, November 20, 2003 4:27 PM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] Adding LDAP Customer Info > > >I tried what you said and entered the following into my Config.pm file: > > # customer uniq id > CustomerKey => 'uid', > # customer # > CustomerID => 'mail', > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserPostMasterSearchFields => ['mail'], > CustomerUserNameFields => ['givenname', 'sn'], > Map => [ > # note: Login, Email and CustomerID needed! > # var, frontend, storage, shown, required, storage-type > [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > [ 'UserFirstname', 'Firstname', >'ldap_attr_givenname', 1, 1, 'var' ], > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > [ 'UserPhone', 'Phone', >'ldap_attr_telephoneNumber', 1, 0, 'var' ], > [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], > ], > }; > >When I perform the search I don't see anything more on the screen. > >In the System Log of OTRS it shows this: >Thu Nov 20 08:19:23 2003 error OTRS-CGI-10 Need User or CustomerID! > >Shouldn't it be able to grab the customer id from the >CustomerID => 'mail' field? > >Later.... > > >Thanks for the help..... > >Neil > > > > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >Behalf Of Martin Edenhofer >Sent: Wednesday, November 19, 2003 3:42 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] Adding LDAP Customer Info > > >Hi Neil, > >On Wed, Nov 19, 2003 at 09:39:17AM -0700, Neil Lehouillier wrote: >> thanks for responding so quickly. This config allows me to >search by >> user id which is something I was looking for but it still doesn't >> answer my first two questions. What I want is to include more >> information for teh tech guys in the ticket view. When I click on >> phone view and then enter a user name I want otrs to display >the user >> information such as Full Name, Phone #, Email Address, and Office >> number(all of which is entered in Active Directory) on >either the side >> of the screen where it says Customer Info or within the first couple >> of lines of the text of the ticket. Is this possible? > >Yes, you can do this. Add more to the Map of the CustomerUser config >option: > > $Self->{CustomerUser} = { > [...] > Map => [ > # note: Login, Email and CustomerID needed! > # var, frontend, storage, shown, required, storage-type > [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > [ 'UserHost', 'Host', 'ldap_attr_host', 1, 0, 'var' ], > [ 'UserIP', 'Host IP', 'ldap_attr_host_ip', 1, 0, 'var' ], > [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], > [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], > [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], > ], > }; > > >> Neil > > 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/ _______________________________________________ >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/

2 1

Upgrade from OTRS 0.5 beta 8 to OTRS 1.1.3
by Diego Fernandez 20 Nov '03

20 Nov '03

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? Operating System: Linux Red Hat 7.3 OTRS: 0.5 Beta8 apache-1.3.27-3 mysql-3.23.49-3 perl-5.6.1-34.99.6 thanks. Diego Fernández Servicios Profesionales http://openware.biz eMail: dfernandez(a)openware.biz

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RE: [otrs] Adding LDAP Customer Info
by Thomas Nilsen 20 Nov '03

20 Nov '03

Try changing CustomerKey to sAMAccountName. AD doesn't use uid for the useraccounts. Thomas >-----Original Message----- >From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] >Sent: Thursday, November 20, 2003 4:27 PM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] Adding LDAP Customer Info > > >I tried what you said and entered the following into my Config.pm file: > > # customer uniq id > CustomerKey => 'uid', > # customer # > CustomerID => 'mail', > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserPostMasterSearchFields => ['mail'], > CustomerUserNameFields => ['givenname', 'sn'], > Map => [ > # note: Login, Email and CustomerID needed! > # var, frontend, storage, shown, required, storage-type > [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > [ 'UserFirstname', 'Firstname', >'ldap_attr_givenname', 1, 1, 'var' ], > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > [ 'UserPhone', 'Phone', >'ldap_attr_telephoneNumber', 1, 0, 'var' ], > [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], > ], > }; > >When I perform the search I don't see anything more on the screen. > >In the System Log of OTRS it shows this: >Thu Nov 20 08:19:23 2003 error OTRS-CGI-10 Need User or CustomerID! > >Shouldn't it be able to grab the customer id from the >CustomerID => 'mail' field? > >Later.... > > >Thanks for the help..... > >Neil > > > > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >Behalf Of Martin Edenhofer >Sent: Wednesday, November 19, 2003 3:42 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] Adding LDAP Customer Info > > >Hi Neil, > >On Wed, Nov 19, 2003 at 09:39:17AM -0700, Neil Lehouillier wrote: >> thanks for responding so quickly. This config allows me to >search by >> user id which is something I was looking for but it still doesn't >> answer my first two questions. What I want is to include more >> information for teh tech guys in the ticket view. When I click on >> phone view and then enter a user name I want otrs to display >the user >> information such as Full Name, Phone #, Email Address, and Office >> number(all of which is entered in Active Directory) on >either the side >> of the screen where it says Customer Info or within the first couple >> of lines of the text of the ticket. Is this possible? > >Yes, you can do this. Add more to the Map of the CustomerUser config >option: > > $Self->{CustomerUser} = { > [...] > Map => [ > # note: Login, Email and CustomerID needed! > # var, frontend, storage, shown, required, storage-type > [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > [ 'UserHost', 'Host', 'ldap_attr_host', 1, 0, 'var' ], > [ 'UserIP', 'Host IP', 'ldap_attr_host_ip', 1, 0, 'var' ], > [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], > [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], > [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], > ], > }; > > >> Neil > > 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/ >_______________________________________________ >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

otrs4win32-1.1.3-beta4.exe released
by Robert Kehl 20 Nov '03

20 Nov '03

Today we present to you the second public beta of the OTRS for Windows32 Installer: otrs4win32-1.1.3-beta4.exe (39 MB) ftp://ftp.gwdg.de/pub/misc/otrs/misc/win32/otrs4win32-1.1.3-beta4.exe MD5: 84194f6e91e377712fd0bfdb95e74b0b This new beta-release comes with a lot of bug fixes and improvements, among which there is an easy service management for Apache, MySQL and CRONw. We now provide a much more comprehensive and convenient uninstaller/maintenance part. Please note that at the moment the installer does a few checks only for already installed components. The INSTALL document can be found at http://doc.otrs.org/cvs/html/install-win32.html 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

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RE: [otrs] Adding LDAP Customer Info
by Neil Lehouillier 20 Nov '03

20 Nov '03

I tried what you said and entered the following into my Config.pm file: # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'ldap_attr_givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'ldap_attr_telephoneNumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; When I perform the search I don't see anything more on the screen. In the System Log of OTRS it shows this: Thu Nov 20 08:19:23 2003 error OTRS-CGI-10 Need User or CustomerID! Shouldn't it be able to grab the customer id from the CustomerID => 'mail' field? Later.... Thanks for the help..... Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Wednesday, November 19, 2003 3:42 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Adding LDAP Customer Info Hi Neil, On Wed, Nov 19, 2003 at 09:39:17AM -0700, Neil Lehouillier wrote: > thanks for responding so quickly. This config allows me to search by > user id which is something I was looking for but it still doesn't > answer my first two questions. What I want is to include more > information for teh tech guys in the ticket view. When I click on > phone view and then enter a user name I want otrs to display the user > information such as Full Name, Phone #, Email Address, and Office > number(all of which is entered in Active Directory) on either the side > of the screen where it says Customer Info or within the first couple > of lines of the text of the ticket. Is this possible? Yes, you can do this. Add more to the Map of the CustomerUser config option: $Self->{CustomerUser} = { [...] Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserHost', 'Host', 'ldap_attr_host', 1, 0, 'var' ], [ 'UserIP', 'Host IP', 'ldap_attr_host_ip', 1, 0, 'var' ], [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; > Neil 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/

1 0

Feature enquiry
by Jon Grov 20 Nov '03

20 Nov '03

Dear Sirs, We're currently evaluating OTRS for use in a fairly complex ticket-handling environment (thanks to all developers for an excellent system). For this project to succeed, we need the following features which currently does not seem to be supported by OTRS. - Relationships between tickets (e.g. "dependencies" - that ticket A depends on ticket B to be resolved). - The opportunity to associate keywords/metadata with tickets (this would of course also affect the search-interface). - Web-interface for updating an LDAP-server. We plan to integrate this with OpenLDAP, and we need to associate individual customers with organizations. - Of lesser importance is the possibility to associate several attachments to tickets and responses in the web-interface - is this as trivial as we hope? Is anyone already working on this, or has anyone good third-party products to recommend (this is probably most relevant for the LDAP-interface)? We're on a fairly tight schedule, and if necessary, we're willing to do most of the work, but I'd be very happy to receive guidance in the process - especially since it's important to us that our enhancements could be inserted back into the OTRS-core. -- Best regards Jon Grov, Linpro as

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Can only login on localhost, via web won't work.
by GLASHEEN,JOHN D 20 Nov '03

20 Nov '03

I have a new Redhat 9 server with pretty much default settings, fully updated as far as Redhat is concerned, but Apache, Perl, etc are the versions that came with the Redhat ISO (I haven't figured out how to yet) All seems swell when I login at http://localhost/otrs/index.pl, but I can't login with any username via the web (not local host). I can see the login page, but there's also the following accross the bottom: ******* 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 rivers Port 80 ***** Any ideas? I assume that it's a permissions thing. Thanks, John -- GLASHEEN,JOHN D

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RE: New Message Age
by Charles R. "Rusty" Thompson 20 Nov '03

20 Nov '03

>>We have a problem with the personal queue views. When it says 'New Message!' in red or whatever, we need it to also state the age or at least the date/timestamp of that new message. I know.. it's our techs own fault for not posting a note to clear the new message deal but we'd really like to see the age of the emails in the list view.<< I got it! Hacked one of the PM's to use Time::Local and grabbed the date from the Article then did a little quick math and ran it through the customerage function. They are happy now. Whew!

2 1

Running OTRS on SUSE Linux 9.0
by Juan Gonzalez 19 Nov '03

19 Nov '03

I picked up a copy of SUSE 9.0 and installed it on my computer. I then saw that a release of OTRS was already on there, but went ahead and updated to the latest version. I love how the setup is fast and easy with SUSE, but am running into a problem. I run the PostMasterPOP3.pl script, and I get 2 "Use of uninitiated value in numeric eq (==) at /usr/lib/perl5/5.8.1/Net/POP3.pm" error messages at lines 306 and 302. ERROR: OTRS-PM3-10 Perl: 5.8.1 OS: linux Message: Auth for user support(a)192.168.1.1 failed! Traceback (10561) Module: main :: Fetchmail (v 1.9.2.2) Line: 140 Module: ./PostMasterPOP3.pl (v 1.9.2.2) Line: 106 I went through the steps of creating a different user, turning on procmail and inputting my POP3 account information to download mail from my support@ account that I created on my mail server. I am currently looking at the otrs archive to see if there is something that I am missing, but have not found anything yet. I'm hoping someone could easily help a newbie otrs geek in need! Thanks!

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Passing Authorized User to index.pl
by Charles R. "Rusty" Thompson 19 Nov '03

19 Nov '03

We have a company intranet protected by htaccess/htpasswd. After logging in, support (OTRS) is available as a link to load in a right frame. I have appended the REMOTE_USER variable to the index.pl link and would now like to have the username show up in the username box for login when the link is clicked. So given: http://www.mysite.com/otrs/index.pl?User=somebody how do I get somebody into the User input box? I've tried a few various hacks but can't seem to determine exactly where the query string elements end up. I should mention the intranet and OTRS are on different servers so the username has to be passed as a link. Charles

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RE: [otrs] Adding LDAP Customer Info
by Neil Lehouillier 19 Nov '03

19 Nov '03

Thomas, thanks for responding so quickly. This config allows me to search by user id which is something I was looking for but it still doesn't answer my first two questions. What I want is to include more information for teh tech guys in the ticket view. When I click on phone view and then enter a user name I want otrs to display the user information such as Full Name, Phone #, Email Address, and Office number(all of which is entered in Active Directory) on either the side of the screen where it says Customer Info or within the first couple of lines of the text of the ticket. Is this possible? Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thomas Nilsen Sent: Wednesday, November 19, 2003 9:15 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Adding LDAP Customer Info Look for the CustomerID => field in config.pm. We have this info linked to AD and CustomerID is set to "mail". CustomerKey needs to be set to "sAMAccountName". Here is our settings in Config.pm for the customer section. # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'dcsrv1', # ldap base dn BaseDN => 'dc=domain,dc=local,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=otrs,ou=Services,dc=domain,dc=local,dc=com', UserPw => 'password', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; Regards, Thomas -----Original Message----- From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] Sent: Wednesday, November 19, 2003 4:26 PM To: otrs(a)otrs.org Subject: [otrs] Adding LDAP Customer Info Hi, I just wanted to ask a couple of questions...... Is there any way to setup otrs(setup with LDAP integration ie... AD) so that when I go under Customer User Management I can see the users that are under the Active Directory tree. Also under phone view when I create a new ticket I would like to have this.... When I enter the user in the From: field and hit search that it would look in the Active Directory and pull the phone number, office number, and title and either include them on the Customer info section on the side or include them in the text section of the ticket. I don't know how to do this off hand so that is why I'm asking...... Is any of this possible....... Thanks...... Neil 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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RE: [otrs] Adding LDAP Customer Info
by Thomas Nilsen 19 Nov '03

19 Nov '03

Look for the CustomerID => field in config.pm. We have this info linked to AD and CustomerID is set to "mail". CustomerKey needs to be set to "sAMAccountName". Here is our settings in Config.pm for the customer section. # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'dcsrv1', # ldap base dn BaseDN => 'dc=domain,dc=local,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=otrs,ou=Services,dc=domain,dc=local,dc=com', UserPw => 'password', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; Regards, Thomas -----Original Message----- From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] Sent: Wednesday, November 19, 2003 4:26 PM To: otrs(a)otrs.org Subject: [otrs] Adding LDAP Customer Info Hi, I just wanted to ask a couple of questions...... Is there any way to setup otrs(setup with LDAP integration ie... AD) so that when I go under Customer User Management I can see the users that are under the Active Directory tree. Also under phone view when I create a new ticket I would like to have this.... When I enter the user in the From: field and hit search that it would look in the Active Directory and pull the phone number, office number, and title and either include them on the Customer info section on the side or include them in the text section of the ticket. I don't know how to do this off hand so that is why I'm asking...... Is any of this possible....... Thanks...... Neil 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

Adding LDAP Customer Info
by Neil Lehouillier 19 Nov '03

19 Nov '03

Hi, I just wanted to ask a couple of questions...... Is there any way to setup otrs(setup with LDAP integration ie... AD) so that when I go under Customer User Management I can see the users that are under the Active Directory tree. Also under phone view when I create a new ticket I would like to have this.... When I enter the user in the From: field and hit search that it would look in the Active Directory and pull the phone number, office number, and title and either include them on the Customer info section on the side or include them in the text section of the ticket. I don't know how to do this off hand so that is why I'm asking...... Is any of this possible....... Thanks...... Neil

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RE: [otrs] Ticket shows up multiple times in search results
by Covert, Jake 19 Nov '03

19 Nov '03

Not being very familiar with cvs, per se, is there one specific file I can download from CVS and update that will fix this? ********************************* 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: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Friday, November 14, 2003 11:29 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Ticket shows up multiple times in search results On Friday, November 14, 2003 9:45 PM Chris Salter <csalter(a)educomts.com> wrote: > Hi there, > > results. He'd prefer that only one appear in the results, so that he > doesn't end up spending hours trying to go through the list. > > Is this something that's possible? This has been changed in the CVS-Head (not 1.1 tree!). Now you always get the one you know from searching all open/closed tickets. 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/

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CRM with otrs
by Andreas Kunzmann 19 Nov '03

19 Nov '03

HI I'd like to use otrs as a CRM-Tool. Has anybody used otrs as a CRM already? How can one define new fields within otrs, specialy in the area of customer information. You may look at http://crm-ctt.sourceforge.net/index.php?tab=21 which is a CRM with easy field addition capabilities. On the other side it does not have to power of otrs in the field of ticket management. I designed the following raw CRM-process: 1. Contact per - Phone - Email - Letter - Personal contact (Meetings, Events, ...) 2. New customer/contact? 2. Yes or don't know: Collect data (Name, Company) -> List shown with known contacts of persons and companies with similar names. 2.1 New customer/contact? - Yes. Record more information(some may be optional: Phone, First name, Address, Email, Website, Branche/Working area, interested in special topics, Business review/annual reports or link on them, remarks, running contracts, old contracts, asked services (E.g. number of tickets already solved for this customer, IT-Installation, attended trainings, Maintenance log, Debits) - 2. and 2.1 No: Select customer out of list and add additional data if appropriate. 3. New contactperson in same company? - Yes. Collect data - No. Select person out of list 4. From here on use the otrs as it is (Ticketlist, History) 5. New ticket? - Yes. Open new ticket 6. Work on ticket Who is interessted in such a solution? What would be the next steps? Andreas

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Closed Ticket auto reply?
by Rogers, Weston 19 Nov '03

19 Nov '03

When I close a ticket, it sends an auto reponse as such : ** THIS IS JUST A NOTE *** The state of your ticket '1000022' has been changed by 'Weston Rogers' to 'closed successful'. http://192.168.1.252/otrs/customer.pl?Action=CustomerZoom&TicketID=23 Your OTRS Notification Master *** THIS IS JUST A NOTE *** How can I get rid of this? I don't want an auto reponse when I close a ticket. I went to the Admin area, and there are no auto reponses set up for any of the queues, yet I still get it. Any clues? Thanks, Weston Rogers Data Applications Engineer USLec Corp. 704.319.1332

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Can only login on localhost, via web won't work.
by GLASHEEN,JOHN D 18 Nov '03

18 Nov '03

I have a new Redhat 9 server with pretty much default settings, fully updated as far as Redhat is concerned, but Apache, Perl, etc are the versions that came with the Redhat ISO (I haven't figured out how to yet) All seems swell when I login at http://localhost/otrs/index.pl, but I can't login with any username via the web (not local host). I can see the login page, but there's also the following accross the bottom: ******* 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 rivers Port 80 ***** Any ideas? I assume that it's a permissions thing. Thanks, John -- GLASHEEN,JOHN D

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RE: [otrs] LDAP Integration Error
by Thomas Nilsen 18 Nov '03

18 Nov '03

Neil, By the looks of the error message I would assume that you run on a Active Directory. If that's the case, are you 100% sure that your setup really is "O=domain.local"? Normally, an AD installation would be in the form of "cn=domain,cn=local". You can do a dump of AD using "ldifde -f output.txt". If you do this dump, you can easily see read the correct o/cn from the output.txt file.. But then I might be all wrong about the AD assumption... Regards, Thomas >-----Original Message----- >From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] >Sent: Tuesday, November 18, 2003 10:00 PM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] LDAP Integration Error > > >I have been able to browse the ldap database using a third >party program. But I think I'm enter the information wrong >into the Config.pm file. Can you help me out with the formatting....: > >Here is our setup: O=domain.local > OU=Accounts > OU=Admins > CN=testuser > > > # ldap host > Host => 'dc1.domain.local', > # ldap base dn > BaseDN => 'O=domain.local', > # 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 => >'O=domain.local/DC=Accounts/DC=Admins/DC=testuser', > UserPw => 'passwordtest123', > >Any help is appreciated.... > >Neil > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >Behalf Of Martin Edenhofer >Sent: Monday, November 17, 2003 3:34 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] LDAP Integration Error > > >Hi Neil, > >On Mon, Nov 17, 2003 at 03:18:07PM -0700, Neil Lehouillier wrote: >> Ok it seems I had the wrong host in the Config.pm. Everything seems >> to work now except when I go and look at the Customer User >information >> Nothing shows up. When I look in the /var/log/messages file I find: >> >> Nov 17 15:12:40 otrs OTRS-CGI-10[3103]: >> >[Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:192 >> ]: 000020D6: SvcErr: DSID-03100690, problem 5012 (DIR_ERROR), data 0 >> [...] Is there anything more I need to enter in the Config.pm file? > >Try to debug it (access to your ldap server with Config.pm >settings) with >an ldap browser. Then you should have the same problem. > >> Neil > > 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/ >_______________________________________________ >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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RE: [otrs] LDAP Integration Error
by Neil Lehouillier 18 Nov '03

18 Nov '03

I have been able to browse the ldap database using a third party program. But I think I'm enter the information wrong into the Config.pm file. Can you help me out with the formatting....: Here is our setup: O=domain.local OU=Accounts OU=Admins CN=testuser # ldap host Host => 'dc1.domain.local', # ldap base dn BaseDN => 'O=domain.local', # 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 => 'O=domain.local/DC=Accounts/DC=Admins/DC=testuser', UserPw => 'passwordtest123', Any help is appreciated.... Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Monday, November 17, 2003 3:34 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] LDAP Integration Error Hi Neil, On Mon, Nov 17, 2003 at 03:18:07PM -0700, Neil Lehouillier wrote: > Ok it seems I had the wrong host in the Config.pm. Everything seems > to work now except when I go and look at the Customer User information > Nothing shows up. When I look in the /var/log/messages file I find: > > Nov 17 15:12:40 otrs OTRS-CGI-10[3103]: > [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:192 > ]: 000020D6: SvcErr: DSID-03100690, problem 5012 (DIR_ERROR), data 0 > [...] Is there anything more I need to enter in the Config.pm file? Try to debug it (access to your ldap server with Config.pm settings) with an ldap browser. Then you should have the same problem. > Neil 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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New Message Age
by Charles R. "Rusty" Thompson 18 Nov '03

18 Nov '03

Ok.. I think I may have asked for this before, but now I really need to hack this solution out, we had a case slip out of control because it's latest message snuck in after a previous reply. Message... Agent... Cust. Reply.. (shows new message. No action needed at that moment, so left it) Cust Urget Reply (goes unnoticed because New Message still shows) We have a problem with the personal queue views. When it says 'New Message!' in red or whatever, we need it to also state the age or at least the date/timestamp of that new message. I know.. it's our techs own fault for not posting a note to clear the new message deal but we'd really like to see the age of the emails in the list view. What is available to me in that area to either show the new message date/time or calc the age of the newest email? Thanks, Charles

1 0

root@localhost does not have access to administrative functions
by Gold, Steven T 18 Nov '03

18 Nov '03

When I log into OTRS 1.1.3 as root@localhost I have no access to the administrative functions. I have looked in the MySQL database, but as I am no expert I am hopeful that someone can point me in the right direction for fixing this dilemma (short of deleting the database..hopefully). Steve _________________________________________________ Steve Gold Network Administrator WBFS-UPN33, WTVX-UPN34 & WFOR-CBS4

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root@localhost does not have access to administrative functions
by Gold, Steven T 18 Nov '03

18 Nov '03

When I log into OTRS 1.1.3 as root@localhost I have no access to the administrative functions. I have looked in the MySQL database, but as I am no expert I am hopeful that someone can point me in the right direction for fixing this dilemma (short of deleting the database..hopefully). Steve _________________________________________________ Steve Gold Network Administrator WBFS-UPN33, WTVX-UPN34 & WFOR-CBS4

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RE: [otrs] otrs on mac osx - problems with pop3
by Erik Mathis - AIU Dunwoody Staff 18 Nov '03

18 Nov '03

I would first check to see if you could pop your mail from another client. If you want to manually do it, use this link http://www.faqs.org/rfcs/rfc1939.html for reference. Next you say you are not getting any email sent to that server? Can you send mail from another account from that server back to the local account? Try sending the mail to addy(a)hostname.domain.ext (FQDN). If you get the mail that way, then I would look at your DNS settings and make sure the MX record is correct. Hope this helps Erik Mathis AIU Dunwoody Network Administrator > -----Original Message----- > From: Johan Pustoch [mailto:Johan.Pustoch@emn.fr] > Sent: Friday, November 14, 2003 11:30 AM > To: otrs(a)otrs.org > Subject: [otrs] otrs on mac osx - problems with pop3 > > > Hello, > > First, excuse my bad english... > I had installed otrs on a mac os x server (with perl 5.8, mysql). > > I have now a problem with pop3: > - I have created an "POP3 account" with login, > password, host, trusted, > queue, ... > - I have created a system adress in "Email adresses". > This adress is > associated with the POP3 account. > > It doesn't work (I don't receive the emails... There 's no > error message...) I read the documentation but i don't find > how to resolve y problem... > > Do I forget something in configuration ? > Do you how to test if pop3 work on my machine with perl ? > > Thank You and have a nice week end, > Johan P. > > > > > > > -------------------------------------------------------------- > ---------- > Johan Pustoch > Centre de Ressources et d'Innovation en Technologies Educatives > > CRITE - Ecole des Mines de Nantes > 4, rue Alfred Kastler - BP 20722 > F-44307 Nantes Cedex 3 > FRANCE > Tél / Phone : (33) 2 51 85 86 53 > -------------------------------------------------------------- > ---------- > > _______________________________________________ > 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] trouble logging in in
by Mike Vidal 18 Nov '03

18 Nov '03

I figured it out. for some reason the installer.pl wouldnt work correctly. I set up the db and config file by and and now it's working. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Mike Vidal Sent: Monday, November 17, 2003 8:40 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] trouble logging in in Anyone know if this looks correct? bash-2.05b# mysqlshow -vv -u root -pXXXXXXX otrs Database: otrs +------------------------------+----------+------------+ | Tables | Columns | Total Rows | +------------------------------+----------+------------+ | article | 25 | 0 | | article_attachment | 9 | 0 | | article_plain | 7 | 0 | | article_sender_type | 8 | 0 | | article_type | 8 | 0 | | auto_response | 14 | 0 | | auto_response_type | 8 | 0 | | charset | 9 | 0 | | customer_preferences | 3 | 0 | | customer_user | 14 | 0 | | faq | 10 | 0 | | follow_up_possible | 8 | 0 | | group_user | 8 | 0 | | groups | 8 | 0 | | personal_queues | 2 | 0 | | pop3_account | 12 | 0 | | queue | 20 | 0 | | queue_auto_response | 7 | 0 | | queue_standard_response | 6 | 0 | | salutation | 9 | 0 | | session | 2 | 0 | | signature | 9 | 0 | | standard_attachment | 11 | 0 | | standard_response | 9 | 0 | | standard_response_attachment | 7 | 0 | | system_address | 12 | 0 | | system_user | 11 | 0 | | theme | 7 | 0 | | ticket | 27 | 0 | | ticket_history | 11 | 0 | | ticket_history_type | 8 | 0 | | ticket_index | 7 | 0 | | ticket_lock_index | 1 | 0 | | ticket_lock_type | 7 | 0 | | ticket_loop_protection | 2 | 0 | | ticket_priority | 6 | 0 | | ticket_state | 9 | 0 | | ticket_state_type | 7 | 0 | | time_accounting | 8 | 0 | | user_preferences | 3 | 0 | | valid | 6 | 0 | +------------------------------+----------+------------+ 41 rows in set. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Martin Edenhofer Sent: Monday, November 17, 2003 5:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] trouble logging in in Hi Mike, it looks like your database is corrupt! I never saw something like that. -Martin On Mon, Nov 17, 2003 at 04:54:09PM -0600, Mike Vidal wrote: > Here's what I found. > > In /var/log/messages > Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ > Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ > Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ > Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Auth::DB::Auth][Line:88]: You hav$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Notice][Kernel::System::Auth::DB::Auth] User: root@local$ > > in /var/log/http-error.log lots and lots of this. > > [ > [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40195): > Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 > Module: Kernel::System::Ticket::new (v1.55) Line: 87 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40195): > Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 > Module: Kernel::System::Ticket::new (v1.55) Line: 92 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > > [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40195): > Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 > Module: Kernel::System::Ticket::new (v1.55) Line: 97 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40195): > Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 > Module: Kernel::System::Ticket::new (v1.55) Line: 99 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40196): > Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 > Module: Kernel::System::Ticket::new (v1.55) Line: 87 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40196): > Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 > Module: Kernel::System::Ticket::new (v1.55) Line: 92 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40196): > Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 > Module: Kernel::System::Ticket::new (v1.55) Line: 97 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40196): > Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 > Module: Kernel::System::Ticket::new (v1.55) Line: 99 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40196): > Module: Kernel::System::Auth::DB::Auth (v1.6) Line: 88 > Module: Kernel::System::Auth::Auth (v1.15) Line: 60 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 185 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st fetchrow_array failed: fetch() without execute()$ > [Mon Nov 17 03:15:16 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:16 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > > in /var/log/otrs.log > NOTHING > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Martin Edenhofer > Sent: Monday, November 17, 2003 4:36 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] trouble logging in in > > > Hi Mike, > > On Sun, Nov 16, 2003 at 09:36:31PM -0600, Mike Vidal wrote: > > I just installed otrs and everything seemed to work well. > > When I try to log in for the first time using root@localhost > > with the pasword of root the login page tells me I have the > > wrong username and/or password. How do I debug this? > > Have a look to the otrs and the werbserver error log file. > > You will find more info there. > > 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/ > _______________________________________________ > 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/ Martin Edenhofer -- ((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/

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RE: [otrs] trouble logging in in
by Mike Vidal 18 Nov '03

18 Nov '03

Anyone know if this looks correct? bash-2.05b# mysqlshow -vv -u root -pXXXXXXX otrs Database: otrs +------------------------------+----------+------------+ | Tables | Columns | Total Rows | +------------------------------+----------+------------+ | article | 25 | 0 | | article_attachment | 9 | 0 | | article_plain | 7 | 0 | | article_sender_type | 8 | 0 | | article_type | 8 | 0 | | auto_response | 14 | 0 | | auto_response_type | 8 | 0 | | charset | 9 | 0 | | customer_preferences | 3 | 0 | | customer_user | 14 | 0 | | faq | 10 | 0 | | follow_up_possible | 8 | 0 | | group_user | 8 | 0 | | groups | 8 | 0 | | personal_queues | 2 | 0 | | pop3_account | 12 | 0 | | queue | 20 | 0 | | queue_auto_response | 7 | 0 | | queue_standard_response | 6 | 0 | | salutation | 9 | 0 | | session | 2 | 0 | | signature | 9 | 0 | | standard_attachment | 11 | 0 | | standard_response | 9 | 0 | | standard_response_attachment | 7 | 0 | | system_address | 12 | 0 | | system_user | 11 | 0 | | theme | 7 | 0 | | ticket | 27 | 0 | | ticket_history | 11 | 0 | | ticket_history_type | 8 | 0 | | ticket_index | 7 | 0 | | ticket_lock_index | 1 | 0 | | ticket_lock_type | 7 | 0 | | ticket_loop_protection | 2 | 0 | | ticket_priority | 6 | 0 | | ticket_state | 9 | 0 | | ticket_state_type | 7 | 0 | | time_accounting | 8 | 0 | | user_preferences | 3 | 0 | | valid | 6 | 0 | +------------------------------+----------+------------+ 41 rows in set. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Martin Edenhofer Sent: Monday, November 17, 2003 5:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] trouble logging in in Hi Mike, it looks like your database is corrupt! I never saw something like that. -Martin On Mon, Nov 17, 2003 at 04:54:09PM -0600, Mike Vidal wrote: > Here's what I found. > > In /var/log/messages > Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ > Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ > Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ > Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Auth::DB::Auth][Line:88]: You hav$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Notice][Kernel::System::Auth::DB::Auth] User: root@local$ > > in /var/log/http-error.log lots and lots of this. > > [ > [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40195): > Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 > Module: Kernel::System::Ticket::new (v1.55) Line: 87 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40195): > Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 > Module: Kernel::System::Ticket::new (v1.55) Line: 92 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > > [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40195): > Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 > Module: Kernel::System::Ticket::new (v1.55) Line: 97 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40195): > Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 > Module: Kernel::System::Ticket::new (v1.55) Line: 99 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40196): > Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 > Module: Kernel::System::Ticket::new (v1.55) Line: 87 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40196): > Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 > Module: Kernel::System::Ticket::new (v1.55) Line: 92 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40196): > Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 > Module: Kernel::System::Ticket::new (v1.55) Line: 97 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40196): > Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 > Module: Kernel::System::Ticket::new (v1.55) Line: 99 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40196): > Module: Kernel::System::Auth::DB::Auth (v1.6) Line: 88 > Module: Kernel::System::Auth::Auth (v1.15) Line: 60 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 185 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st fetchrow_array failed: fetch() without execute()$ > [Mon Nov 17 03:15:16 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:16 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > > in /var/log/otrs.log > NOTHING > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Martin Edenhofer > Sent: Monday, November 17, 2003 4:36 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] trouble logging in in > > > Hi Mike, > > On Sun, Nov 16, 2003 at 09:36:31PM -0600, Mike Vidal wrote: > > I just installed otrs and everything seemed to work well. > > When I try to log in for the first time using root@localhost > > with the pasword of root the login page tells me I have the > > wrong username and/or password. How do I debug this? > > Have a look to the otrs and the werbserver error log file. > > You will find more info there. > > 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/ > _______________________________________________ > 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/ Martin Edenhofer -- ((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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bind MAILER-DAEMON responses to ticket?
by Frank Adler 17 Nov '03

17 Nov '03

Hi, we use a web form which sends email to OTRS. Unfortunately the users sometimes have problems to type their email address correcty. In this cases the answer will bounce but is not added to the ticket. Did anyone figure out how to 'manipulate' the incoming mails that way to bind them to the appropriate ticket? -- Best regards, Frank mailto:otrs_ml@allesklar.com

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RE: [otrs] trouble logging in in
by Mike Vidal 17 Nov '03

17 Nov '03

I'll drop the db and redo it and see what happnes. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Martin Edenhofer Sent: Monday, November 17, 2003 5:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] trouble logging in in Hi Mike, it looks like your database is corrupt! I never saw something like that. -Martin On Mon, Nov 17, 2003 at 04:54:09PM -0600, Mike Vidal wrote: > Here's what I found. > > In /var/log/messages > Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ > Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ > Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ > Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Auth::DB::Auth][Line:88]: You hav$ > Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Notice][Kernel::System::Auth::DB::Auth] User: root@local$ > > in /var/log/http-error.log lots and lots of this. > > [ > [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40195): > Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 > Module: Kernel::System::Ticket::new (v1.55) Line: 87 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40195): > Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 > Module: Kernel::System::Ticket::new (v1.55) Line: 92 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > > [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40195): > Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 > Module: Kernel::System::Ticket::new (v1.55) Line: 97 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40195): > Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 > Module: Kernel::System::Ticket::new (v1.55) Line: 99 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40196): > Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 > Module: Kernel::System::Ticket::new (v1.55) Line: 87 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40196): > Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 > Module: Kernel::System::Ticket::new (v1.55) Line: 92 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40196): > Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 > Module: Kernel::System::Ticket::new (v1.55) Line: 97 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40196): > Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 > Module: Kernel::System::Ticket::new (v1.55) Line: 99 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > Traceback (40196): > Module: Kernel::System::Auth::DB::Auth (v1.6) Line: 88 > Module: Kernel::System::Auth::Auth (v1.15) Line: 60 > Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 185 > Module: (eval) (v2.01) Line: 149 > Module: Apache::Registry::handler (v2.01) Line: 149 > > [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st fetchrow_array failed: fetch() without execute()$ > [Mon Nov 17 03:15:16 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:16 2003 > > Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ > > > in /var/log/otrs.log > NOTHING > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Martin Edenhofer > Sent: Monday, November 17, 2003 4:36 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] trouble logging in in > > > Hi Mike, > > On Sun, Nov 16, 2003 at 09:36:31PM -0600, Mike Vidal wrote: > > I just installed otrs and everything seemed to work well. > > When I try to log in for the first time using root@localhost > > with the pasword of root the login page tells me I have the > > wrong username and/or password. How do I debug this? > > Have a look to the otrs and the werbserver error log file. > > You will find more info there. > > 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/ > _______________________________________________ > 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/ Martin Edenhofer -- ((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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RE: [otrs] trouble logging in in
by Mike Vidal 17 Nov '03

17 Nov '03

Here's what I found. In /var/log/messages Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ Nov 17 22:33:54 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::State::StateGetStatesByType][Line$ Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Lock::LockViewableLock][Line:65]:$ Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Error][Kernel::System::Auth::DB::Auth][Line:88]: You hav$ Nov 17 22:34:03 rt OTRS-CGI-10[49432]: [Notice][Kernel::System::Auth::DB::Auth] User: root@local$ in /var/log/http-error.log lots and lots of this. [ [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ Traceback (40195): Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 Module: Kernel::System::Ticket::new (v1.55) Line: 87 Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ Traceback (40195): Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 Module: Kernel::System::Ticket::new (v1.55) Line: 92 Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ Traceback (40195): Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 Module: Kernel::System::Ticket::new (v1.55) Line: 97 Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 [Mon Nov 17 03:14:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:14:10 2003 Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ Traceback (40195): Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 Module: Kernel::System::Ticket::new (v1.55) Line: 99 Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ Traceback (40196): Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 Module: Kernel::System::Ticket::new (v1.55) Line: 87 Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ Traceback (40196): Module: Kernel::System::State::StateGetStatesByType (v1.3) Line: 198 Module: Kernel::System::Ticket::new (v1.55) Line: 92 Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ Traceback (40196): Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 Module: Kernel::System::Ticket::new (v1.55) Line: 97 Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ Traceback (40196): Module: Kernel::System::Lock::LockViewableLock (v1.1) Line: 65 Module: Kernel::System::Ticket::new (v1.55) Line: 99 Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 154 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:10 2003 Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ Traceback (40196): Module: Kernel::System::Auth::DB::Auth (v1.6) Line: 88 Module: Kernel::System::Auth::Auth (v1.15) Line: 60 Module: Apache::ROOT::otrs::index_2epl::handler (v1.58) Line: 185 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 [Mon Nov 17 03:15:10 2003] null: DBD::mysql::st fetchrow_array failed: fetch() without execute()$ [Mon Nov 17 03:15:16 2003] null: DBD::mysql::st execute failed: You have an error in your SQL sy$ ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: freebsd Time: Mon Nov 17 03:15:16 2003 Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL$ in /var/log/otrs.log NOTHING -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Martin Edenhofer Sent: Monday, November 17, 2003 4:36 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] trouble logging in in Hi Mike, On Sun, Nov 16, 2003 at 09:36:31PM -0600, Mike Vidal wrote: > I just installed otrs and everything seemed to work well. > When I try to log in for the first time using root@localhost > with the pasword of root the login page tells me I have the > wrong username and/or password. How do I debug this? Have a look to the otrs and the werbserver error log file. You will find more info there. 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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Notification for notes
by Alex French 17 Nov '03

17 Nov '03

Hi all, Two quick questions about agent notes added via the web interface: - Is there an easy way to have a notification sent to all group members when a note is added (like for email followups) - Is there a way to make the latest note be shown in the queue view, like emails are? Thanks, Alex

2 1

email
by Stefan Pampel 17 Nov '03

17 Nov '03

Hello otrs-ML, Is it possible to send a EMail? Not a response to a Ticket, but a single mail to one or more customers.. -- Best regards, Stefan mailto:stefanp@edo.uni-dortmund.de

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trouble logging in in
by Mike Vidal 17 Nov '03

17 Nov '03

I just installed otrs and everything seemed to work well. When I try to log in for the first time using root@localhost with the pasword of root the login page tells me I have the wrong username and/or password. How do I debug this?

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RE: [otrs] LDAP Integration Error
by Neil Lehouillier 17 Nov '03

17 Nov '03

Ok it seems I had the wrong host in the Config.pm. Everything seems to work now except when I go and look at the Customer User information Nothing shows up. When I look in the /var/log/messages file I find: Nov 17 15:12:40 otrs OTRS-CGI-10[3103]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:192]: 000020D6: SvcErr: DSID-03100690, problem 5012 (DIR_ERROR), data 0 Nov 17 15:12:40 otrs Nov 17 15:12:42 otrs OTRS-CGI-10[3106]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserDataGet][Line:214]: Need User or CustomerID! Nov 17 15:12:42 otrs OTRS-CGI-10[3106]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:192]: 000020D6: SvcErr: DSID-03100690, problem 5012 (DIR_ERROR), data 0 Nov 17 15:12:42 otrs Nov 17 15:12:43 otrs OTRS-CGI-10[3107]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserDataGet][Line:214]: Need User or CustomerID! Nov 17 15:12:43 otrs OTRS-CGI-10[3107]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:192]: 000020D6: SvcErr: DSID-03100690, problem 5012 (DIR_ERROR), data 0 Nov 17 15:12:43 otrs Nov 17 15:12:45 otrs OTRS-CGI-10[3108]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserDataGet][Line:214]: Need User or CustomerID! Nov 17 15:12:45 otrs OTRS-CGI-10[3108]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:192]: 000020D6: SvcErr: DSID-03100690, problem 5012 (DIR_ERROR), data 0 Nov 17 15:12:45 otrs Nov 17 15:16:37 otrs OTRS-CGI-10[3101]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][Line:192]: 000020D6: SvcErr: DSID-03100690, problem 5012 (DIR_ERROR), data 0 Is there anything more I need to enter in the Config.pm file? Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Monday, November 17, 2003 2:30 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] LDAP Integration Error Hi Neil, On Mon, Nov 17, 2003 at 11:48:44AM -0700, Neil Lehouillier wrote: > I finally got all the required files installed and have otrs working > with apache 2.0 and Mod_perl 1.99 rpms. I got everything configured > and when I work without the ldap integration it works fine. > > When I put in the ldap information into the Config.pm file I get the > following on the http web page and in the logs: > > [Mon Nov 17 11:33:56 2003] [error] 2665: ModPerl::Registry: > IO::Socket::INET: connect: Connection refused at > /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 301, <DATA> line 225.! It looks like your LDAP server isn't running! .-) > Neil Martin Edenhofer -- ((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

LDAP Integration Error
by Neil Lehouillier 17 Nov '03

17 Nov '03

Hi again, I finally got all the required files installed and have otrs working with apache 2.0 and Mod_perl 1.99 rpms. I got everything configured and when I work without the ldap integration it works fine. When I put in the ldap information into the Config.pm file I get the following on the http web page and in the logs: [Mon Nov 17 11:33:56 2003] [error] 2665: ModPerl::Registry: IO::Socket::INET: connect: Connection refused at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 301, <DATA> line 225.! Has anyone encountered this before??? I've searched through the mail archive and found a couple of references but the were all for older versions of otrs. Thanks.... Neil

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RE: [otrs] Setup OTRS to use a virtual host (ie: otrs.domain.com)
by Erik Spigle 17 Nov '03

17 Nov '03

That's the deal. The apache user group has ownership of the pictures. When I setup my httpd.conf file like this: Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" Alias /otrs/ "/opt/otrs/bin/cgi-bin/" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> the pictures display fine and the whole deal works fine. It's only when I try to setup OTRS as a name-based virtualhost that I run into my issues. Are you referring to some httpd.conf directive to give the name-based virtualhost the proper access? I can't figure out what else to do to my directives inside of <virtualhost *></virtalhost> to give the proper access rights. -----Original Message----- From: Paul [mailto:otrs-users@neenerville.com] Sent: Monday, November 17, 2003 2:49 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Setup OTRS to use a virtual host (ie: otrs.domain.com) Hi, > Here's the deal, now. I can actually log in, but all my graphics are > missing (items under /otrs-web). Here is the error I get when trying to > directly go to a picture: > > Forbidden > You don't have permission to access /otrs-web/images/Standard/warning.png > on this server. Have you considered giving apache access to the picture files? Check your permissions in relation to the user/group apache is running as. _______________________________________________ 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] Setup OTRS to use a virtual host (ie: otrs.domain.com)
by Erik Spigle 17 Nov '03

17 Nov '03

Here is what I have tried so far, but to no avail. <VirtualHost *> ServerName otrs.mydomain.com ServerAlias otrs.mydomain.com ServerAdmin support(a)mydomain.com DocumentRoot /usr/local/otrs/bin/cgi-bin DirectoryIndex /index.pl ErrorLog /var/log/apache/otrs-error.log CustomLog /var/log/apache/otrs-access.log common Alias /otrs-web "/usr/local/otrs/var/httpd/htdocs" <Location /> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> <Directory "/usr/local/otrs/bin/cgi-bin"> AllowOverride None Options ExecCGI Order allow,deny Allow from all </Directory> <Directory "/usr/local/otrs/bin/cgi-bin"> AllowOverride None Options ExecCGI Order allow,deny Allow from all </Directory> </VirtualHost> Here's the deal, now. I can actually log in, but all my graphics are missing (items under /otrs-web). Here is the error I get when trying to directly go to a picture: Forbidden You don't have permission to access /otrs-web/images/Standard/warning.png on this server. -------------------------------------------------------------------------------- Apache/1.3.27 Server at otrs.mihlfeld.com Port 80 It seems to obviously be a permissions error. The odd part is all the permissions are in place from how the readme says (on the file structure) and they work fine when I'm not using a name-based virtualhost: Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" Alias /otrs/ "/opt/otrs/bin/cgi-bin/" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> That works just fine when I'm not going for a name-based virtualhost (which I want one, though). So I think the webserver has the right access to the physical location, but I'm obviously not setting it up right in the http.conf file for it to access the files. Also, another oddity with the virtualhost part is in Windows, I can type http://otrs.mydomain.com and it will go to the index.pl login page. In linux it will try to download some file unless I explictly type in http://otrs.mydomain.com/index.pl This is not the issue with the non-virtualhost type setup (ie: http://www.mydomain.com/) Anyway, I just wanted to provide some more information. I'm sure this is an easy fix, but it's escaping me right now given my apache knowledge isn't the greatest. Thanks! -----Original Message----- From: Erik Spigle Sent: Monday, November 17, 2003 11:57 AM To: otrs(a)otrs.org Subject: [otrs] Setup OTRS to use a virtual host (ie: otrs.domain.com) I got OTRS up and running just fine with its default setup in apache where it resudes under your domain as a sub-directory (ie: www.domain.com/otrs) However, what I would like to do is actually set it up as its own virtual name host (ie: otrs.domain.com) That would put the root of the site at that virtual host rather than /otrs behind whatever the host is. I'm not the greatest with apache virtual hosts, but I can mak them work for the most part. It seems that OTRS is a bit different in how it works and I'm not readily figuring out how to make it work as a virtual host, however. I am trying to set it up under Apache 1.3.27 on a Debian Testing box. Can someone show me how I can adapt the example configuration for apache into one that uses a virtual name host and where the root of the site resides right under that address (ie: otrs.domain.com) instead of a subdirectory (ie: www.domain.com/otrs or otrs.domain.com/otrs) Thankyou _______________________________________________ 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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Setup OTRS to use a virtual host (ie: otrs.domain.com)
by Erik Spigle 17 Nov '03

17 Nov '03

I got OTRS up and running just fine with its default setup in apache where it resudes under your domain as a sub-directory (ie: www.domain.com/otrs) However, what I would like to do is actually set it up as its own virtual name host (ie: otrs.domain.com) That would put the root of the site at that virtual host rather than /otrs behind whatever the host is. I'm not the greatest with apache virtual hosts, but I can mak them work for the most part. It seems that OTRS is a bit different in how it works and I'm not readily figuring out how to make it work as a virtual host, however. I am trying to set it up under Apache 1.3.27 on a Debian Testing box. Can someone show me how I can adapt the example configuration for apache into one that uses a virtual name host and where the root of the site resides right under that address (ie: otrs.domain.com) instead of a subdirectory (ie: www.domain.com/otrs or otrs.domain.com/otrs) Thankyou

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Entry in Errorlog when closing Ticket..
by Dennis.Buehring＠net-and-works.de 15 Nov '03

15 Nov '03

Hi, this error occurs every time i close a ticket index.pl: Use of uninitialized value in concatenation (.) or string at /opt/otrs/bin/cgi-bin/../../Kernel/System/Ticket/SendNotification.pm line 40. This is Line 40 : $Param{To} = $Param{To}.$Self->{ConfigObject}->Get ("NotificationAlwaysCc$Param{Type}"); Anyone got a clue ??? mfg Dennis

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SOLVED - Setting email up - using a SMTP server in other comput e r
by Navarro, Jose 15 Nov '03

15 Nov '03

Robert, >So, the solution were to always and everytime use email address that >include a FQDN or set the following in Config.pm to omit the check: > $Self->{CheckMXRecord} = 0; You were ***partially*** right. I changed the email addresses to meet the FQDN (from someaddress@localhost to someaddress(a)my.full.qualified.domain.name.com) and everything is working fine now. However, some comments to illustrate my particular situation. I hope these will be of help in any future situations similar to mine. (1) My FQDN was already my.full.qualified.domain.name.com, not localhost (2) My CheckMXRecord was ALREADY set to 0 (I did that at least 5 emails ago, when my SMTP mail didn't work, remember?) (3) Email was working in every other case (for instance, a phone followup or when "I forgot my password"). So it seems that either CheckMXRecord is [not] used only sometimes or that the actual check is made between the FQDN and the email addresses. Well, THANK YOU VERY MUCH!!! OTRS is now fully working on my company. It will be on duty next monday. THANKS AGAIN. Jose. P.S.: Just a stupid question, easy to answer; what are the meanings of the ticket states? Sometimes a single word or a small number of these are not enough to transmit the semanthics behind them. Here's my guess: new | A newly created ticket. Nothing has been done with it yet but sent by first time to the admin. open | The ticket is being processed. Some actions has been taken. closed successfully | Obvious (at least for me). closed unsuccessfully | Again, seems to be clear for me. pending auto close - | ?????? No guess!!! pending auto close + | ?????? No guess!!! pending reminder | ?????? No guess!!! removed | Removed from the database??? I suppose that the various "pending something else" states indicate that the ticket has been acknowledged by the administrator of the queue but he/she cannot devote any efforts by now because of whatever reasons he/she has. What really puzzles me is the "auto close +" "auto close -" and "reminder" tags. Can you just send me a few words about the meaning you gave to these states? Thanks alot and again. José.

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Ticket shows up multiple times in search results
by Chris Salter 15 Nov '03

15 Nov '03

Hi there, One of my users does a lot of searches through the system (part of his job is to analyse our support experiences and create documentation to handle common cases). He's asked me if there's any way to eliminate the duplicate ticket entries in the search results. Basically, the problem is that if a ticket has five articles that match the search criteria, all five will be displayed in the search results. He'd prefer that only one appear in the results, so that he doesn't end up spending hours trying to go through the list. Is this something that's possible? -- Chris Salter

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otrs variables in emails
by Peter van Rensburg 15 Nov '03

15 Nov '03

Hi Where can I get a list of variables (such as <OTRS_CUSTOMER_EMAIL>) that are available for substitution in email templates? Thanks! Peter

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OTRS to reply to incoming ticket?
by Peter van Rensburg 14 Nov '03

14 Nov '03

Hi How do I get OTRS to reply to a ticket received via email, with the ticket number? Users have no idea if their tickets has been successfully submitted via email. Thanks, Peter

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RE: [otrs] otrs on mac osx - problems with pop3
by Erik Mathis - AIU Dunwoody Staff 14 Nov '03

14 Nov '03

I to had this problem. What I did to fix it was edit the cronjob, find the fetchmail entire and use the -K option (deletes any mail when done) instead of the -a (think that was the default). Erik Mathis AIU Dunwoody Network Administrator > -----Original Message----- > From: Chris Salter [mailto:csalter@educomts.com] > Sent: Friday, November 14, 2003 3:46 PM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] otrs on mac osx - problems with pop3 > > > Are you running the PostMasterPOP3.pl script? If so, does it > create any entries in the OTRS log when it runs? > > -- > Chris Salter > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On > Behalf Of Johan Pustoch > Sent: November 14, 2003 11:30 AM > To: otrs(a)otrs.org > Subject: [otrs] otrs on mac osx - problems with pop3 > > > Hello, > > First, excuse my bad english... > I had installed otrs on a mac os x server (with perl 5.8, mysql). > > I have now a problem with pop3: > - I have created an "POP3 account" with login, > password, host, trusted, queue, ... > - I have created a system adress in "Email adresses". > This adress is associated with the POP3 account. > > It doesn't work (I don't receive the emails... There 's no > error message...) I read the documentation but i don't find > how to resolve y problem... > > Do I forget something in configuration ? > Do you how to test if pop3 work on my machine with perl ? > > Thank You and have a nice week end, > Johan P. > > > > > > > -------------------------------------------------------------- > ---------- > Johan Pustoch > Centre de Ressources et d'Innovation en Technologies Educatives > > CRITE - Ecole des Mines de Nantes > 4, rue Alfred Kastler - BP 20722 > F-44307 Nantes Cedex 3 > FRANCE > Tél / Phone : (33) 2 51 85 86 53 > -------------------------------------------------------------- > ---------- > > _______________________________________________ > 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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otrs on mac osx - problems with pop3
by Johan Pustoch 14 Nov '03

14 Nov '03

Hello, First, excuse my bad english... I had installed otrs on a mac os x server (with perl 5.8, mysql). I have now a problem with pop3: - I have created an "POP3 account" with login, password, host, trusted, queue, ... - I have created a system adress in "Email adresses". This adress is associated with the POP3 account. It doesn't work (I don't receive the emails... There 's no error message...) I read the documentation but i don't find how to resolve y problem... Do I forget something in configuration ? Do you how to test if pop3 work on my machine with perl ? Thank You and have a nice week end, Johan P. ------------------------------------------------------------------------ Johan Pustoch Centre de Ressources et d'Innovation en Technologies Educatives CRITE - Ecole des Mines de Nantes 4, rue Alfred Kastler - BP 20722 F-44307 Nantes Cedex 3 FRANCE Tél / Phone : (33) 2 51 85 86 53 ------------------------------------------------------------------------

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RE: [otrs] Setting email up - using a SMTP server in other comput er
by Navarro, Jose 14 Nov '03

14 Nov '03

Robert, >I think that yes, different groups is what I need. I have JUST discovered a >section (19.1) with title "Multi Group" in the manual that describes >PRECISELY what to do for this type of setup! I proceeded as I told you. Now the different groups seem to be working correctly. Users assigned to a group see only the queues for this group and not the others, so its perfect. However, I have detected a new problem. I don't know whether this happened before the inclusion of the mutually exclusive groups or is a new problem. Here it is: Let's suppose that a customer creates a new ticket for some queue. Then, sooner or later the person in charge of this queue will see the ticket. Suppose again that this person wants to send back a comment to the customer and decides to compose an answer (using the appropriate link in the ticket's area within the queue's window). You are driven to the "Compose answer" page. Well, the person composes the answer, including, for instance, the new state of the ticket and some words explaining what to do... Then, sends the answer. Well, here is where the problem appears: instead of adding the new followup to the ticket, I get AGAIN AND AGAIN the "Compose answer" page (and the ticket is LOCKED). The only think I can do i press "back" in my browser as many times as necessary (depending on how many times I pressed the send button) and, when reaching again the queue page, unlock the ticket. Curiously, the Phone followup works well. That is, if we suppose that the customer phoned the person in charge and a followup is added using this option, the ticket is updated successfully (that is, it is shown in the ticket's history). I've been looking at the logs and found nothing pointing to a problem. The only weird thing I noticed is that at the very beginning of the "Compose answer" page there are a red warning stating that the email address is not correct because of an invalid FQDN. However, SMTP emailing is working very fine with all the other options. Any ideas? Thanks alot for this long run help! And again, congratulations for OTRS! Jose.

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RE: [otrs] question
by Kar, Indrani (EM, GECIS) 14 Nov '03

14 Nov '03

Hi It worked fine . Thanks for the help. thanks Indrani -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Kar, Indrani (EM, GECIS) Sent: Thursday, November 13, 2003 6:47 PM To: otrs(a)otrs.org Subject: [otrs] question Hi I need to have alert sent to mobile and email simultaneosly whenever a ticket is openned . I checked and found that at a time I can enter only one email address so its either the email address or the mobile pop address . Can anyone help me to get this going ? Thanks Indrani _______________________________________________ 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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new user questions
by Peter van Rensburg 14 Nov '03

14 Nov '03

Hi Just recently installed OTRS and playing around with it. I have a few questions: 1. Is Kernel/Config/Defaults.pm used when the values are not found in Config.pm? For instance $Self->{CustomerNotificationBodyStateUpdate} 2. How does one change the value for <OTRS_CONFIG_*> values, for instance <OTRS_CONFIG_HttpType>? 3. How can I use ldaps? (LDAP session wrapped in SSL on port 636). Thank you! Peter

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Problem with assigning permissions
by Boštjan Parovel 13 Nov '03

13 Nov '03

Hello OTRS friends! I have a problem with assigning permissions to users. Lett me briefly explain the situation. Let us assume I have 3 users 1,2 and 3. Also I have 3 groups A (queue X), B(queue Y) and C(queue Z). The user 1 does not have any permission in groups B and C while users 2 and 3 do. They all have permissions in group A. When the user 1 wants to move a ticket from queue X to Y, is prompted "please go away" but the ticket is moved anyway. Is there any possibility to restrain permission of moving tickets in not allowed queues? Bostjan Parovel

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RE: [otrs] question
by Erik Mathis - AIU Dunwoody Staff 13 Nov '03

13 Nov '03

I would create an distribution list. In that list, put in as many address as you want. Then just send the emails to that address. Erik Mathis AIU Dunwoody Network Administrator > -----Original Message----- > From: Kar, Indrani (EM, GECIS) [mailto:Indrani.Kar@geind.ge.com] > Sent: Thursday, November 13, 2003 8:17 AM > To: otrs(a)otrs.org > Subject: [otrs] question > > > Hi > > I need to have alert sent to mobile and email simultaneosly > whenever a ticket is openned . I checked and found that at a > time I can enter only one email address so its either the > email address or the mobile pop address . Can anyone help me > to get this going ? > > Thanks > Indrani > _______________________________________________ > 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] Setting email up - using a SMTP server in other comput er
by Navarro, Jose 13 Nov '03

13 Nov '03

Robert, >Try clicking on the users/group on page >http://localhost/otrs/index.pl?Action=AdminUserGroup - is it what you're >looking for? I think that yes, different groups is what I need. I have JUST discovered a section (19.1) with title "Multi Group" in the manual that describes PRECISELY what to do for this type of setup! Sorry for the inconveniences! I thought I had gone through the entire manual, but I see I skipped somehow the interesting section. I'll be back to you only if the instructions given in the manual do not work. Thanks again! Jose.

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question
by Kar, Indrani (EM, GECIS) 13 Nov '03

13 Nov '03

Hi I need to have alert sent to mobile and email simultaneosly whenever a ticket is openned . I checked and found that at a time I can enter only one email address so its either the email address or the mobile pop address . Can anyone help me to get this going ? Thanks Indrani

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Preliminaries up and running on Fedora Core 1
by Ted Kaczmarek 13 Nov '03

13 Nov '03

Fedora Core 1 So far I have successfully gotten to the point where I have added some users :-) HP has a great PDF on migrating from Apache 1.3 to 2.0 for us less skilled folks :-) www.hp.com/products1/unix/webservers/apache/techtips/Migration-HPApache1.3-… A few tweaks with modules and it is up and running. Next step is to use postgres instead of mysql, but I may just stick with mysql for the experience. Hopefully tomorrow I can actually get a ticket to be generated, hehe. Ted

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Error report when trying to add first user
by Martin Aarts 12 Nov '03

12 Nov '03

I receive the following message when trying to add the first user to the system. I installed OTRS using the executable for Windows on windows 2000. Everythings seems OK and I can login to the system. With kind regards, Martin Aarts Server fout! Foutbericht: connection failed at C:/otrs/otrs//Kernel/System/CheckItem.pm line 68 Indien u van oordeel bent dat deze server in fout is, gelieve de webmaster te contacteren. Error 500 localhost 10-11-2003 22:42:40 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

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RE: [otrs] LDAP(AD) integration error
by Neil Lehouillier 12 Nov '03

12 Nov '03

I think I solved that problem.... but then another one crops up. Here is what I'm currently getting the httpd error_log when I try and go to the otrs/index.pl webpage: [Wed Nov 12 13:36:35 2003] [error] failed to resolve handler `Apache::Registry' I've done some searching and found that this can be caused by not having the proper CPAN modules installed. I've tried the: perl -MCPAN -e'shell' install Apache::Registry but that doesn't seem to have any effect. Is there an rpm that I can install that will take care of this? Here is the otrs.checkModules output: CGI ... ok Date::Pcalc ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Email::Valid ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... not installed! (for stats - not required) GD::Text ... not installed! (for stats - not required) GD::Graph ... not installed! (for stats - not required) GD::Graph::lines ... not installed! (for stats - not required) GD::Text::Align ... not installed! (for stats - not required) Any help is appreciated...... Neil -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Wednesday, November 12, 2003 1:18 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] LDAP(AD) integration error On Tuesday, November 11, 2003 10:35 PM Neil Lehouillier <NLehouillier(a)comptonpetroleum.com> wrote: > Hi all.... > I require some assistance on trying to get the Customer User backend > to work with Active D. I have got the system to work just fine > without active directory integration but when I paste the following > code(which I just cut and paste from the tech doc's) at the end of the > email and restart the httpd I get the following when I try and link to > the http address: http://xxx.xxx.xxx.xxx/otrs/index.pl > > 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 > /opt/otrs//Kernel/System/CustomerUser.pm line 47. > > I can run the /opt/otrs/bin/CheckDB.pl and get: > It looks Ok! > > Any clues........ (Do I have to install any LDAP rpms...???) Use "bin/otrs.checkModules" to get an overview of all installed and required cpan modules. Execute this to insure all necessary Perl modules are installed. perl -cw /opt/otrs/bin/cgi-bin/index.pl perl -cw /opt/otrs/bin/PostMaster.pl 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/

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Postgres setup newbie
by Ted Kaczmarek 12 Nov '03

12 Nov '03

I am looking into test driving otrs, I already have opennms running on a box and it uses postgres. I grabbed source rpms and started poking around, but could not figure out how to set up otrs for postgres instead of mysql. The spec file doesn't even have postgres listed, yet the perl scripts reference postgres. Ultimately I would like to get to the point where opennms events can automatically generate tickets in otrs. Think like netcool/remedy integrated. Have no clue what, where and how, but that has never stopped me before from trying :-) If anyone has a spec file that build otrs for postgres a pint of any bier you like on me if you come to Linux show in NY :-) a liter even, hehe Ted

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LDAP(AD) integration error
by Neil Lehouillier 12 Nov '03

12 Nov '03

Hi all.... I require some assistance on trying to get the Customer User backend to work with Active D. I have got the system to work just fine without active directory integration but when I paste the following code(which I just cut and paste from the tech doc's) at the end of the email and restart the httpd I get the following when I try and link to the http address: http://xxx.xxx.xxx.xxx/otrs/index.pl 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 /opt/otrs//Kernel/System/CustomerUser.pm line 47. I can run the /opt/otrs/bin/CheckDB.pl and get: It looks Ok! Any clues........ (Do I have to install any LDAP rpms...???) Any help is appreciated......... Thanks.... Neil #======================================================================= ================ # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'otrs.compton.com', # ldap base dn BaseDN => 'o=compton.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 => '', UserPw => '', }, # 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 [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], 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 [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #======================================================================= =============

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RE: [otrs] Setting email up - using a SMTP server in other comput er
by Navarro, Jose 12 Nov '03

12 Nov '03

Dear Robert, >Perhaps you have some zombie clients or s.th. similar. If so, you'll >find them using: thanks for the answer. You were right about the zombie processes. Now, the options are "working". However, since my main concern is mail through SMTP I come back to visit the list. Once Apache took into account the new options, I tried to generate a new mail. I created a new user and simulated that I forgot my password, so in the main screen provided by index.pl I selected the "forgot password" option. The result has been a HTTP 500 code and the following line in the Apache's log: [error] Can't locate object method "auth" via package "Net::SMTP" at ../..//Kernel/System/Email/SMTP.pm line 103. I'm afraid this points to some misconfiguration or lack of packages / software. Can you help me? Thanks alot. Jose.

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Re: Changing Domain Name of a running OTRS
by Klaus Steinberger 12 Nov '03

12 Nov '03

>>This happens even if I change $Self->{FQDN} in Kernel/Config.pm to >> the new domain name. Any hints? > Yes, use the provided maintenance script: > /opt/otrs/bin/DeleteSessionIDs.pl --expire > to delete expired Session IDs, or finally > /opt/otrs/bin/DeleteSessionIDs.pl --all > to delete all IDs. That was it! Thanks Sincerly, Klaus -- Klaus Steinberger Maier-Leibnitz Labor Phone: (+49 89)289 14287 Am Coulombwall 6, D-85748 Garching, Germany FAX: (+49 89)289 14280 EMail: Klaus.Steinberger(a)Physik.Uni-Muenchen.DE URL: http://www.physik.uni-muenchen.de/~k2/ In a world without Walls and Fences, who needs Windows and Gates

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RE: [otrs] Closed Tickets - Accounted time column added??
by Lars Monsees 12 Nov '03

12 Nov '03

Hi, > -----Original Message----- > > Hi, > > I have OTRS installed on a Windows 2000 server. > > 1. Using the Utilities option of OTRS I can view the > closed tickets which shows Ticket#, Age, Subject, > State, Queue, Owner & Customer ID. I would like to add an > extra column which show the Accounted time for each > ticket. Does anybody have any idea how to do this? > You can create your own style by copying one of the existing ones (e.g. Lite, Standard) to a new folder. The styles are located under /opt/otrs/Kernel/Output/HTML There should be a dtd-file for the utilities. > 2. What happens to the closed tickets, where are they > stored? Is there a way to store closed tickets in a > different folder? Eg. Closed tickets from company A will > be stored in Company A and Closed tickets form company B > will be stored in Company B. At the end of each month I > want to tally up the number of hours spent on each > company, maybe graph the stats. Does anyone have any > ideas? Are there ways to set the graph? > Depending on your configuration tickets are stored in a database or in the filesystem. Normally, they will be stored in a database. I haven´t used this myself but I think you can use GenericAgent.pl to move closed tickets to another db table. I don´t know if you will still be able to use the graph module as otrs assumes tickets to reside in only one table. Maybe someone else can give you deeper information. > 3. Personal Queue - It is alway empty. How do you > move/store tickets in this queue? > You can configure (in you agent settings) which queues you want to be your favourite ones. If there is a ticket in one of these queues you will also see it in your personal queue. > 4. Under the customer.pl and index.pl, how can I add my > company logos to these pages? > > same as above - change the appropriate dtd (don´t know the right one =) Cheers, Lars

1 0

Closed Tickets - Accounted time column added??
by Thau Thai 12 Nov '03

12 Nov '03

Hi, I have OTRS installed on a Windows 2000 server. 1. Using the Utilities option of OTRS I can view the closed tickets which shows Ticket#, Age, Subject, State, Queue, Owner & Customer ID. I would like to add an extra column which show the Accounted time for each ticket. Does anybody have any idea how to do this? 2. What happens to the closed tickets, where are they stored? Is there a way to store closed tickets in a different folder? Eg. Closed tickets from company A will be stored in Company A and Closed tickets form company B will be stored in Company B. At the end of each month I want to tally up the number of hours spent on each company, maybe graph the stats. Does anyone have any ideas? Are there ways to set the graph? 3. Personal Queue - It is alway empty. How do you move/store tickets in this queue? 4. Under the customer.pl and index.pl, how can I add my company logos to these pages? Thanks.

1 0

Error report when trying to add first user
by Martin Aarts 11 Nov '03

11 Nov '03

I receive the following message when trying to add the first user to the system. I installed OTRS using the executable for Windows on windows 2000. Everythings seems OK and I can login to the system. With kind regards, Martin Aarts Server fout! Foutbericht: connection failed at C:/otrs/otrs//Kernel/System/CheckItem.pm line 68 Indien u van oordeel bent dat deze server in fout is, gelieve de webmaster te contacteren. Error 500 localhost 10-11-2003 22:42:40 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

1 0

RE: [otrs] Error after update Apache
by Thau Thai 11 Nov '03

11 Nov '03

Check your httpd.conf file, you might need to open it by using wordpad then click save. If you try opening it by notepad, it doesn't look very well formated. You might have to reedit the httpd.conf file. -----Original Message----- From: jontxu40(a)hotmail.com [mailto:jontxu40@hotmail.com] Sent: Tuesday, 11 November 2003 2:02 AM To: otrs(a)otrs.org Subject: [otrs] Error after update Apache Hello : I have working perfect with otr for months . All works fine, until 2 days ago, I upgraded apache (to 1.3.29) I am using Cpanel, and the upgrade was automatic with a script (easyapache) that make all work for us Since that day, allways get "Internal Error Server" . The log is showing : opendir(./../../../../../..): Permission denied at /usr/lib/perl5/5.6.1/FindBin.pm line 143 Can't locate Kernel/Config.pm in @INC (@INC contains: //../../Kernel/cpan-lib //../.. /usr/lib/perl5/5.6.1/i686-linux /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i686-linux /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl .) at index.pl line 49. BEGIN failed--compilation aborted at index.pl line 49. [Mon Nov 10 16:56:29 2003] [error] [client 212.142.156.139] Premature end of script headers: Any ideas ? Regards

3 2

Changing Domain Name of a running OTRS
by Klaus Steinberger 11 Nov '03

11 Nov '03

Hello, currently I have otrs installed under the domain name www.bl.physik.uni-muenchen.de. I want to change it to otrs.mll-muenchen.de, which is a separate virtual server on my apache server. The following happens: I include the otrs httpd-include.conf in the new virtual server like I did it in the other virtual server. Every time I try to login to the new server I get: SessionID is invalid!!! This happens even if I change $Self->{FQDN} in Kernel/Config.pm to the new domain name. Any hints? Sincerly, Klaus Steinberger -- Klaus Steinberger Maier-Leibnitz Labor Phone: (+49 89)289 14287 Am Coulombwall 6, D-85748 Garching, Germany FAX: (+49 89)289 14280 EMail: Klaus.Steinberger(a)Physik.Uni-Muenchen.DE URL: http://www.physik.uni-muenchen.de/~k2/ In a world without Walls and Fences, who needs Windows and Gates

2 1

RE: [otrs] Changing Domain Name of a running OTRS
by Erik Mathis - ATL Dunwoody Staff 11 Nov '03

11 Nov '03

I would think that the problem starts with the cookie stored on the local PC. Clear that out and try again. Erik Mathis AIU Dunwoody Network Administrator > -----Original Message----- > From: Klaus Steinberger > [mailto:Klaus.Steinberger@Physik.Uni-Muenchen.DE] > Sent: Tuesday, November 11, 2003 9:21 AM > To: otrs(a)otrs.org > Subject: [otrs] Changing Domain Name of a running OTRS > > > Hello, > > currently I have otrs installed under the domain name www.bl.physik.uni-muenchen.de. I want to change it to otrs.mll-muenchen.de, which is a separate virtual server on my apache server. The following happens: I include the otrs httpd-include.conf in the new virtual server like I did it in the other virtual server. Every time I try to login to the new server I get: SessionID is invalid!!! This happens even if I change $Self->{FQDN} in Kernel/Config.pm to the new domain name. Any hints? Sincerly, Klaus Steinberger -- Klaus Steinberger Maier-Leibnitz Labor Phone: (+49 89)289 14287 Am Coulombwall 6, D-85748 Garching, Germany FAX: (+49 89)289 14280 EMail: Klaus.Steinberger(a)Physik.Uni-Muenchen.DE URL: http://www.physik.uni-muenchen.de/~k2/ In a world without Walls and Fences, who needs Windows and Gates _______________________________________________ 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

Setting email up - using a SMTP server in other computer
by Navarro, Jose 11 Nov '03

11 Nov '03

Hi! First of all, my apologies. I'm not an expert in Linux and I think that this question is motivated because of my lack of experience. I have just installed the last version of OTRS. My configuration is: RedHat 7.2 Apache 1.3 / mod_perl MySQL OTRS 1.1.3-01 (rpm for RedHat 7). So I downloaded the rpm for this version of RH and installed it. Then I went through installer.pl and everything seemed to work properly. The problem is email. This computer is working in a local area network and has NO access to internet. In fact, it is an internal server used for private purposes. We also have our own email server (MS Windows 2000 Server, Exchange 5.5 SP4). This server is used for both internal and external mail. Well, I want to create user's accounts in OTRS and specify their corporative email. When I try to do this using the create client option in the administrative section, I get the following error: Nov 11 13:03:34 ANTILLA OTRS-CGI-1[5139]: [Error][Kernel::System::CustomerUser::DB::CustomerUserAdd][Line:295]: Email address (someuser(a)yourdomain.com) not valid (invalid someuser(a)yourdomain.com (mx)! )! (I have changed the actual email address in the previous message). Then, reading the manual, I noticed that it is possible to use an SMTP mail server. To do it, I added the following lines to Config.pm: $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'exchange.mydomain.com'; $Self->{'SendmailModule::AuthUser'} = 'myuser'; $Self->{'SendmailModule::AuthPassword'} = 'mypassword'; Then, I restarted the web server and tried to create the new user again. The error is the same. Noticing that there is a warning about the MX record, and since my computer has no access to the internet (I use the hosts file to solve internal ip addresses) tried to disable the "Check MX" option. So I went again to Config.pm and modified the corresponding line so now it looks like this: $Self->{CheckMXRecord} = 0; I repeated the whole process: restart Apache, add the new customer. The error message is again the very same. So I assumed that the options where stored somewhere else (you may think, why?) But my weird thinking went this way. So I decided to execute again installer.pl. When I tried to do this, I got a warning in my browser saying that I have to disable the secure mode if I want to do this. Well, I went back again to Config.pm and modified the secure mode line like that: # SecureMode # (Enable this so you can't use the installer.pl) $Self->{SecureMode} = 0; Again, I restarted apache and navigated to installer.pl. The aswer was, AGAIN, that I had to disable the secure mode!!!! So it seems that OTRS is NOT reading the options in Config.pm.... Well, the original problem was: how to use SMTP instead of the mailing system provided by this unix server, so both the administrator and the customers use their Microsoft windows (Outlook) / exchange based email to send / receive emails from / to OTRS. I'd like to solve THIS problem, but perhaps this is not possible. If you can lend me a hand... I'd be very grateful to you! Perhaps this is not possible. I've seen that there are options about "POP 3 email" that I don't fully understand (I know what POP 3 is; perhaps the problem is that I do not understand the mail idiosynchrasy used by OTRS). Please, help me... Jose.

2 1

Error after update Apache
by jontxu40＠hotmail.com 10 Nov '03

10 Nov '03

Hello : I have working perfect with otr for months . All works fine, until 2 days ago, I upgraded apache (to 1.3.29) I am using Cpanel, and the upgrade was automatic with a script (easyapache) that make all work for us Since that day, allways get "Internal Error Server" . The log is showing : opendir(./../../../../../..): Permission denied at /usr/lib/perl5/5.6.1/FindBin.pm line 143 Can't locate Kernel/Config.pm in @INC (@INC contains: //../../Kernel/cpan-lib //../.. /usr/lib/perl5/5.6.1/i686-linux /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i686-linux /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl .) at index.pl line 49. BEGIN failed--compilation aborted at index.pl line 49. [Mon Nov 10 16:56:29 2003] [error] [client 212.142.156.139] Premature end of script headers: Any ideas ? Regards

1 0

Closing Tickets
by Tony Law 10 Nov '03

10 Nov '03

When I go to close a ticket, I would like an e-mail sent to the person who input the ticket to receive an e-mail that includes the closure notes. Right now, when a person goes to close a ticket, the only option they have under "Note Type" is note-internal. So when it is closed, the inputee receives an e-mail stating that the ticket has been closed and that's really it. Is there some way to set the system to allow a person to receive an e-mail that includes the closure notes? Tony Law Quality Assurance law(a)omaha.org 402-345-5025 x128

5 8

Feature Request: date range in ticket search
by Chris Salter 07 Nov '03

07 Nov '03

Another feature request (Yeah, I know, I'm getting annoying! :-) ). Is it possible to change the ticket search functionality to include specifying a date range? One of my users has been begging me for this option, and I don't know enough Perl to be able to add it in myself. Thanks again! -- Chris Salter

1 0

Feature Request: Non-owner changing ticket priority
by Chris Salter 07 Nov '03

07 Nov '03

Is it possible to add another option to the config file so that someone who doesn't own a ticket can still change the priority? I've got this set up in my system by the simple expedient of commenting out the portion of AgentPriority.pm that checks if the user is the ticket owner, but when we upgrade our OTRS system of course that change is going to be overwritten and I'll have to go back and update that again. The reason we need that option is because we're planning to have one of our users check each ticket when it comes in and assign it a priority so that our other agents know what's important and can just grab the next highest-priority ticket rather than having to worry as much about which tickets are important and wasting time trying to decide what to deal with. As it is, in order to do this, the priority-setter would have to change the ticket owner to themselves, set the priority, then unlock the ticket again. This user has a lot of other things to do, and having to go through all those extra steps is a waste of time. Like I said, I've already hard-coded the fix in our system, but it would be nice to see the option in future versions. I also imagine that we're not the only people who want this kind of configuration. Thanks! -- Chris Salter

1 0

Notifications only sent to 3 users of a group instead of ALL
by Stoetzel Ralf 06 Nov '03

06 Nov '03

Hi all, we are using version 1.1.3 on a windows server with mySQL as DB. We have groups with more than 5 users attached to one ore more queues. When now e.g. the ticket is moved to a new queue, all members of the group which is linked to the just selected queue should get an email notification. For some reason only 3, and always the same 3, user will receive the mail notification. The other group members will not. Is there somewhere a setting or a line of code that needs to be changed in order to have ALL group- members notified ? Regards Ralf

2 1

Ticket number generating problem
by Mark.Pearson 06 Nov '03

06 Nov '03

Hi there, I have changed my ticken number generator to autoincrement instead of date which works perfectly for me. When tickets are emailed to OTRS i get the ticket number from the autoincrement generator, however, when I add through phoneview it seems to tag the date at the start of the ticketnumber. Any ideas? Mark Pearson

2 1

CustomQueue
by Steve Wilson 06 Nov '03

06 Nov '03

Hello All, Is there anyway you can have more that one queue defined as a CustomQueue, or if not is there a way to have none? Thanks Steve

3 4

RESOLUTION: Framed OTRS and Message Links Logging Us Out
by Charles R. "Rusty" Thompson 06 Nov '03

06 Nov '03

>> We're implementing a new Intranet and in the spec it >> requires web-based applications to run within a framed environment whenever >> possible. Basically all our tools are in a list framed on the left and when >> clicked they load in a frame on the right. >> >> I've been able to get OTRS to load in the frame and all was fine until >> today. It appears that anytime we click a message in the message thread view >> (something historical), OTRS logs us out. This only occurs on those links >> and the rest of the app runs fine in the frames. >> >> Take OTRS out of the frame and the message history links behave as they >> should. >I tryed to reproduce it. I created an frame html page ... and OTRS works fine >in this frame (zoom, message threads, historry, ...). >If you can reproduce it, create an bug report on http:/bugs.otrs.org/ with >your html frame page to repeoduce the error. >One more thing. Our intranet is mixed. The left frame and frameset comes from one machine/ip while otrs comes from another. Not sure if that mixed ip deal is doing something to the session cookies or not.< Found the link issue, but also know now what's going on. It's a security setting in IE. When OTRS is loaded from a frameset on another server it is considered a third party application, the security system kicks in and rejects the cookie... then otrs is forced to use the Session parameter. When this occurs, the Agent Zoom links for the message thread are broken because the Session is appended after the anchor, not before. So looks like a bug with the url after cookies are rejected. Can probably reproduce without frames by disabling cookies then browsing a message base.

2 1

Re: Framed OTRS and Message Links Logging Us Out
by Charles R. "Rusty" Thompson 06 Nov '03

06 Nov '03

>> We're implementing a new Intranet and in the spec it >> requires web-based applications to run within a framed environment whenever >> possible. Basically all our tools are in a list framed on the left and when >> clicked they load in a frame on the right. >> >> I've been able to get OTRS to load in the frame and all was fine until >> today. It appears that anytime we click a message in the message thread view >> (something historical), OTRS logs us out. This only occurs on those links >> and the rest of the app runs fine in the frames. >> >> Take OTRS out of the frame and the message history links behave as they >> should. >I tryed to reproduce it. I created an frame html page ... and OTRS works fine >in this frame (zoom, message threads, historry, ...). >If you can reproduce it, create an bug report on http:/bugs.otrs.org/ with >your html frame page to repeoduce the error. Here's what I've seen. Not sure if this is a bug or not yet, so I'll keep it on the list until otherwise. This is on IE 6 if that even matters. It appears OTRS behaves differently depending on if it is loaded into a frame or not and possibly if the frames are loaded from different domains/ips. I'll explain. Open OTRS non-framed and log in. Go to a case thread, view the source or the link properties. It will appear something like this: otrs/index.pl?TicketID=447&QueueID=0&Action=AgentZoom&ArticleID=4357#4357 notice there is no Session ID in the link. All other links appear this way as well. Now create a left/right frameset with the left frame having a link to /otrs/index.pl and the right a blank page. Click the link to load OTRS in the right and login. On our systems we see all links are appended with the Session ID. This is fine for all links on the page except for navigating the message thread. It appears that maybe the practice is to append the Session to the end of the link. That's a problem because you end up with something like this... otrs/index.pl?TicketID=447&QueueID=0&Action=AgentZoom&ArticleID=4357#4357&Se ssion=blahblah The session is appended to the anchor, so when you click it, the session is lost to otrs and it appears you are not logged in properly. I've presently removed the anchor code to get us around the issue, that's why my example url is a bit off :) One more thing. Our intranet is mixed. The left frame and frameset comes from one machine/ip while otrs comes from another. Not sure if that mixed ip deal is doing something to the session cookies or not. Charles

1 0

[Contrib] PHP mail filter script for Exim MTA
by Au Yong Tien Chee 06 Nov '03

06 Nov '03

Hi all, Finally, I've managed to make a filter to do what I really wanted. I'm on a Linux platform using CPanel server, that uses Exim MTA. Procmail and all won't work, so my best bet was to make an Exim filter, but I was too lazy to learn that, and mess up the Exim config... So I decided to make a PHP filter script that receives the mailpipe from Exim and then decide what to do with it. For me, I wanted that only valid customer users that has been created to be able to send in requests via e-mail. I don't want other people mailing support helpdesk and especially not SPAM! :p So I made Exim pipe the mail data into my PHP script, and let me PHP script queries the OTRS mysql database for a valid user in the database for that mail sender. If found, the mail will then be piped to PostMaster.pl, if not, it is discarded. Well, at least it solved my spam issue :p I've attached the script with sufficient information inside on how to use... You can always e-mail me or reply to this topic on the mailing list (grr, I hate mailing lists! Prefer forums!) if you need help to use it or customise it.. I'll try my best... Since I'm on 2 months break :p Best regards, Au Yong

2 3

RE: [otrs] customising agent view
by Strange, PJ (Philippa) 05 Nov '03

05 Nov '03

I think I might have worked it out. There is already some perl which dynamically creates the compose answer drop down depending on the queue but the options are not stored in the database. If this script could interrogate a table in the database and display a range of fields depending on the queue name, that would be sufficient. The question is what and where is the perl code for the compose answer? Thanks Philippa -----Original Message----- From: Mike Witkowski [mailto:witkowsk@pop900.gsfc.nasa.gov] Sent: 05 November 2003 12:58 To: User questions and discussions about OTRS. Subject: Re: [otrs] customising agent view I think that this is more of an html/javascript question But we've had the same issue. Take a look at the following URL: http://www.mattkruse.com/javascript/dynamicoptionlist <http://www.mattkruse.com/javascript/dynamicoptionlist> When incorporating the javascript into your dtl files, the function definitions need to go before you build the dynamic selection list (obviously) and the initialization call must come after the selection list is defined. The time consuming part is to get everything into tables in the database and process it appropriately so that the list is truly dynamic. Well not even that, just kind of boring. I hope this gets you started! Michael Witkowski Strange, PJ (Philippa) wrote: Hi Is it possible and can someone tell me how I do the following? I need a sub category in each queue which can take the form of a drop down list, dynamically constructed depending on the queue. All this sub category is used for really is reporting and I tried initially creating sub-queues but this proved unfeasable. Has anyone else done anything like this?? or could someone send me the perl needed to implement?? I assume I need to add an extra field in the database but that won't be a problem. Thanks ever so much, in advance Philippa Strange _____ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ <http://www.otrs.de/>

2 1

Framed OTRS and Message Links Logging Us Out
by Charles R. "Rusty" Thompson 05 Nov '03

05 Nov '03

Haven't had to ask for help on anything in months. This has served us well! We've run for 161 consecutive days controlling 632 tickets without one glitch in the system. Now for my problem! ;) We're implementing a new Intranet and in the spec it requires web-based applications to run within a framed environment whenever possible. Basically all our tools are in a list framed on the left and when clicked they load in a frame on the right. I've been able to get OTRS to load in the frame and all was fine until today. It appears that anytime we click a message in the message thread view (something historical), OTRS logs us out. This only occurs on those links and the rest of the app runs fine in the frames. Take OTRS out of the frame and the message history links behave as they should. I've looked it over but just can't put my finger on it. Anyone know what's wrong? Would be a shame to have to launch this in a new browser window when it's not neccesary.. I think. Charles

2 1

RE: otrs Digest, Vol 4, Issue 4
by Charles R. "Rusty" Thompson 05 Nov '03

05 Nov '03

Haven't had to ask for help on anything in months. This has served us well! We've run for 161 consecutive days controlling 632 tickets without one glitch in the system. Now for my problem! ;) We're implementing a new Intranet and in the spec it requires web-based applications to run within a framed environment whenever possible. Basically all our tools are in a list framed on the left and when clicked they load in a frame on the right. I've been able to get OTRS to load in the frame and all was fine until today. It appears that anytime we click a message in the message thread view (something historical), OTRS logs us out. This only occurs on those links and the rest of the app runs fine in the frames. Take OTRS out of the frame and the message history links behave as they should. I've looked it over but just can't put my finger on it. Anyone know what's wrong? Would be a shame to have to launch this in a new browser window when it's not neccesary.. I think. Charles

1 0

customising agent view
by Strange, PJ (Philippa) 05 Nov '03

05 Nov '03

Hi Is it possible and can someone tell me how I do the following? I need a sub category in each queue which can take the form of a drop down list, dynamically constructed depending on the queue. All this sub category is used for really is reporting and I tried initially creating sub-queues but this proved unfeasable. Has anyone else done anything like this?? or could someone send me the perl needed to implement?? I assume I need to add an extra field in the database but that won't be a problem. Thanks ever so much, in advance Philippa Strange

2 1

closed tickets
by Jorge 04 Nov '03

04 Nov '03

Hi, How can an agent view the list of closed tickets? I have some manager as an agent who want to see as normal agent response to tickets, how fast and how many, but i don´t find how to see that on the agent interface. Jorge

3 2

wishlist for new features? -- bug report: open attachment
by Frank Adler 04 Nov '03

04 Nov '03

Hi all, we are using OTRS 1.1.3 for evaluation the last 2 weeks. It works great except one bug we discovered while trying to open an HTML email: "Dies ist eine E-Mail, hier klicken um sie in einem neuen Fenster angezeigt zu bekommen" The link on "hier klicken" points to ../index.pl?Action=AgentQueueView&TicketID=4757&ArticleID=5393&Subaction=ShowHTMLeMail which will show the queue view instead of the HTML view. The email will be shown if "AgentQueueView" is replaced by "AgentZoom". OTRS seems to solve many of our problems we had with email support (2.000 emails per week, 90% spam), but there are still some wishes left: - bulk processing (move tickets to spam queue) I wrote a small php script to do this - reports on how many tickets were processed per day and week for each queue - allow users to add or change stored replies for their queue without giving them full admin rights Is there a place where such wishes are gathered? I noticed a discussion about bulk processing in the archives about one year ago. Regards, Frank Adler allesklar.com AG

1 0

AW: [otrs] Installationsprobleme - index.pl startet nicht
by Tomas Müller 03 Nov '03

03 Nov '03

Hallo Andrea, > > Mein System: > Suse 8.2 > Apache/2.0.47 > MySql 3.23.55 > PHP 4 > Da OTRS auf Perl basiert würde ich mal versuchen Perl zu installieren. Gruss Tomas Müller 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

1 0

locks and status
by Ruslan Bondarev 02 Nov '03

02 Nov '03

Hello. We are using OTRS as our support tickets system. Since we don't have a lot of supporters, everyone might answer to request. But we have problems with it. 1) Tickets are accidentally locked to specific user. When someone is just viewing ticket and not replying, the ticked becomes locked. Why? I've found a message in the list archive, saying to put $Self->{UnlockTicket} = 1; into Config.pm, but it didn't help though. 2) Can't find the way to see follow-ups of others. What if I want to receive notifications, as if it's customers follow-up? How may one see if ticket has (and how many) follow-ups/notes in the queue view? Or the name of the supporter who answered last. 3) In Zoom view why some rows of the history tree are red and some are green? Thanks. -- rb

2 1

otrs-de-request@lists.otrs.org: "Relay access denied"
by Eberhard Moenkeberg 02 Nov '03

02 Nov '03

Hi, while trying to confirm my otrs-de subscription, I get: > This message was created automatically by mail delivery software. > > A message that you sent could not be delivered to one or more of its > recipients. This is a permanent error. The following address(es) failed: > > otrs-de-request(a)lists.otrs.org > SMTP error from remote mailer after RCPT TO:<otrs-de-request(a)lists.otrs.org>: > host mail.edenhofer.de [217.160.215.153]: 554 <otrs-de-request(a)lists.otrs.org>: > Relay access denied Cheers -e -- Eberhard Moenkeberg (emoenke(a)gwdg.de, em(a)kki.org)

2 1

RE: [otrs] german manual
by Lars Monsees 02 Nov '03

02 Nov '03

> Hi! > > I don't know how much people are needed to translate the > whole manual, > but I would like to help if anyone start this "project". > Me too! Lars > Regards > Christian > > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

4 3

Installationsprobleme - index.pl startet nicht
by Andrea Dittler 02 Nov '03

02 Nov '03

Hallo, allerseits Kann mir irgendjemand helfen? Ich habe otrs m.H. von RPM installiert. danach lies sich installer.pl problemlos aufrufen und ausführen. Danach habe ich "rcotrs start-force" ausgeführt, ging auch noch problemlos. aber der Aufruf von /otrs/index.pl führt zur Meldung "Die Seite kann nicht angezeigt werden" Nun habe ich keine Ahnung, an welcher Stelle ich nach dem Fehler suchen könnte. /var/log/httpd/error_log enthällt nach jedem Aufrufversuch folgende Zeile: [Fri Oct 31 12:43:22 2003] [notice] child pid 10727 exit signal Segmentation fault (11) Wo kann ich ausführliche Fehlermeldungen finden? Mein System: Suse 8.2 Apache/2.0.47 MySql 3.23.55 PHP 4 fehlt eine Info? Mit freundlichen Grüßen Andrea Dittler -- webspezi.com \\:// Glück und Erfolg sind 22143 Hamburg (o -) auf der Seite der Narren. 01805/34885337 ---ooO-(_)-Ooo--- James T. Kirk

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Hint: Correct Quoting
by Robert Kehl 02 Nov '03

02 Nov '03

Hi all there! Just a hint to all users of Outlook Express and Outlook: Your eMail clients lack the ability to quote correctly. The worst thing is, they are breaking existing mailing list threads quite often and they use extensive, but quite useless quoting headers. You may want to have a look at these little pieces of software that are there to help you (and the list) out: http://flash.to/outlook-quotefix for Outlook users http://flash.to/oe-quotefix for Outlook Express users Give it a try, it's free, honest (neither ad- nor spyware!) and highly useful. I guess you'll love it! After having installed the Quotefix, you'll be able to quote like this: http://www.netmeister.org/news/learn2quote.html Thank you for paying attention a little while, Robert Kehl PS: No, I'm in no way affiliated with the above software. The author is Dominik Jain, visit http://flash.to/oblivion for more info.

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Feature Request: Inactive ticket escalation
by Chris Salter 31 Oct '03

31 Oct '03

Hey there, We had a meeting for our support department today. As I've been maintaining and configuring our OTRS system, they had me go in and discuss our support tracking with them. A couple things came up, but most of them are due to our bizarre queue structure so I won't mention them. However, one issue came up that I imagine other people are experiencing is that we have a lot of old tickets that sort of go inactive, either because the customer never gets back to us, or we're waiting for something to happen, or whatever. What would be incredibly useful would be the ability to specify an escalation based on how long a ticket has been inactive. For example, after 7 days, we could get the system to unlock the ticket and send an email to the ticket owner, and after 14 days we could have the system send an email to our support manager. This way, we'd have an easier time keeping track of our older tickets and making sure that nothing gets forgotten. We get enough tickets (and enough long-lived tickets) that it's not really practical for our support guys to spend an hour a day going through old tickets to see what's going on. Any suggestions, comments, etc? I'd love to build this myself, but unfortunately I don't know enough Perl to be able to write it. :-( -- Chris Salter

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Postgres as CustomerBackend
by Matthias Krey 30 Oct '03

30 Oct '03

Hi, I have successfully have the external mySQL DB of phprojekt (www.phprojekt.com) to OTRS for use as customer backend I wonder if the same is possible for the PostgreSQL DB? It is not needed for authentication, only Customer search e.g in PhoneView Thanks for your help. best regards, matthias

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RE: RE:Re: Antwort: RE: [otrs] Phone View: How con I add a custom er Call to an existingTicket?
by Covert, Jake 29 Oct '03

29 Oct '03

This brings up an interesting idea. How about providing pager notification support for an urgent / needing attention ticket? (either through escalation or priority). My pager has an email address and I could just change my profile to reflect that address, but then everything would come to it. Maybe a separate email field to be used for urgent ticket notifications? Just a thought... Jake Covert -----Original Message----- From: Graham Smith [mailto:G.T.Smith@bham.ac.uk] Sent: Wednesday, October 29, 2003 12:48 PM To: User questions and discussions about OTRS. Subject: Re: RE:Re: Antwort: RE: [otrs] Phone View: How con I add a customer Call to an existingTicket? I think you have highlighted a design limitation within OTRS. I tend to think that Phone View/Phone Contact is slightly misnamed, and if I could think of a more informative way of renaming of this option I would probably customise accordingly :-). Apart from email, my organisation has official support contact via phone, via public access helpdesks, and Departmental meetings, (and for the unlucky unofficial contact via bars, canteens, and corridors etc :-(). I do not think this is the kind of scenario for which OTRS was originally designed for. There is no issue here with raising New Tickets from non-email contacts with the Phone View, but we tend to handle follow up contacts from these routes using notes options (use of the Phone Contact option can cause confusion). This works but is not entirely satisfactory. I do not thinks we are the only organisation with this kind of situation. I would like to suggest a conceptually simple (but probably technically complex) solution to this limitation. The Phone call contact form in the ticket Zoom view as it is OK for outgoing calls, but could be improved by adding something to indicate whether a call is incoming or outgoing (do not know whether this is on OTRS To Do list, and whether this has been suggested before). An incoming phone (non-email) contact for a ticket could then be made equivalent to an email follow up. (The ability to then set whether a notification should be sent to the Agent owning the ticket in the event of a incoming call not taken by that Agent could then be a useful extension). Any thoughts anyone... BTW The ability to change the 'customer info' in the ticket Zoom phone contact view would also be useful. (A situation that often occurs here is an initial request is made by a line manager, Departmental Secretary, or committee but subsequent interaction is with the actual customer or someone acting on the customers behalf). On Wed, 2003-10-29 at 14:32, jheine(a)ar-hannover.de wrote: > Yes, I do. But my problem is, that the sender of the note then is the > agent, not the customer. I would add a note (or a Phone Call) with the > customer as sender. > > Jan > > >Had you thought of adding a note to the original ticket? (With an > >appropriate heading). > > > > > >On Wed, 2003-10-29 at 09:41, jheine(a)ar-hannover.de wrote: > >> Hello, > >> > >> if I do like you wrote me, I add an answer to the ticket, but I > >> want to > add > >> a follow-up from the customer. > >> > >> Jan > >> > >> > >> > >> > >>>Hello, > >>> > >>>just open the ticket in detail view. On the right side you´ve got > >>>the option you are looking for. > >>> > >>> > >>>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/ _______________________________________________ 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:Re: Antwort: RE: [otrs] Phone View: How con I add a customer Call to an existingTicket?
by jheine＠ar-hannover.de 29 Oct '03

29 Oct '03

Yes, I do. But my problem is, that the sender of the note then is the agent, not the customer. I would add a note (or a Phone Call) with the customer as sender. Jan >Had you thought of adding a note to the original ticket? (With an >appropriate heading). > > >On Wed, 2003-10-29 at 09:41, jheine(a)ar-hannover.de wrote: >> Hello, >> >> if I do like you wrote me, I add an answer to the ticket, but I want to add >> a follow-up from the customer. >> >> Jan >> >> >> >> >>>Hello, >>> >>>just open the ticket in detail view. On the right side you´ve got the >>> option you are looking for. >>> >>> >>>Lars

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RE: [otrs] Phone View TO: field
by Erik Mathis - ATL Dunwoody Staff 29 Oct '03

29 Oct '03

> -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Chris Salter > Sent: Tuesday, October 28, 2003 4:30 PM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] Phone View TO: field > > > Try adding the following line to your Config.pm file: > > $Self->{UnlockTicket} = 1; > > This causes tickets to unlock when they're moved to a > different queue. At least, it works on my system... :-) > > Let me know if that helps! > > -- > Chris Salter Thanks for you help btw, I was wondering if that would change the locking for all the users or can I limit it to the user in question? Also I found in the documentation what you were talking about (ASP). > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On > Behalf Of Erik Mathis - ATL Dunwoody Staff > Sent: October 28, 2003 4:13 PM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] Phone View TO: field > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > > Behalf Of Chris Salter > > Sent: Tuesday, October 28, 2003 3:46 PM > > To: 'User questions and discussions about OTRS.' > > Subject: RE: [otrs] Phone View TO: field > > > > > > Hi Erik, > > > > Do you have two queues then, one for your receptionists and > > one for your help desk? If so, you should have it configured > > with two groups as well, "Receptionists" and "Helpdesk" > > (names can be different, of course). The Receptionist queue > > should be associated with the Receptionist group, and > > Helpdesk queue with the Helpdesk group. Then, when your > > receptionists take a call, they put it in the Receptionist > > queue and then move it to the Helpdesk queue. > > When I try that, it locks the ticket and makes them the > owner. So even if they move the ticket, it is still in the > locked queue. > > > > > > What might cause a problem is if you've got your system set > > up to prevent people from transferring tickets to queues they > > don't have access to. I forget the name of that setting... > > Something to do with ASP. It's in the manual, at any rate. > > If you've got that turned on and it's possible to turn it > > off, that would probably solve your problem. > > I haven't enabled that. > > > > > Does this help? > > > > -- > > Chris Salter > > Erik Mathis > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On > > Behalf Of Erik Mathis - ATL Dunwoody Staff > > Sent: October 28, 2003 3:25 PM > > To: otrs(a)otrs.org > > Subject: [otrs] Phone View TO: field > > > > > > Our Receptionists take incoming calls and forwarded them to > > our helpdesk using their email clients. They also get emails > > from our messaging company which they decrypt and forward on > > to the correct person. > > > > I have setup my OTRS 1.1.3 install to handle the emails from > > the messaging company. This worked great. I gave them there > > own username, group, and queue. > > > > But when they go and use the Phoneview, they can only send > > the ticket to them self's? Now if I add them to the users > > group, they are able to send the ticket to the helpdesk, but > > they then have users rights, and can read and work tickets. > > > > Is there a way to either add a list of "Authorized address" > > or free type in a address? For the PhoneView only? > > > > > > > > Erik Mathis > > AIU Dunwoody Network Administrator > > > > _______________________________________________ > > 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? > > > _______________________________________________ > 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? >

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RE: [otrs] Phone View: How con I add a customer Call to an existingTicket?
by Lars Monsees 29 Oct '03

29 Oct '03

Hello, just open the ticket in detail view. On the right side you´ve got the option you are looking for. Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > jheine(a)ar-hannover.de > Sent: Wednesday, October 29, 2003 10:26 AM > To: otrs(a)otrs.org > Subject: [otrs] Phone View: How con I add a customer Call to an > existingTicket? > > > Hello, > > my problem is: > We get answers from our customers not only per E-Mail, > sometimes they call > us directly. > How can I add a customers phone call to an existing ticket > without creating > a new one? > In the phone view I am only able to create a new ticket. > Thanks for your help. > > > _______________________________________________ > 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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Question on customer.pl
by Dennis.Buehring＠net-and-works.de 29 Oct '03

29 Oct '03

Hi, we are programming a Typo3 - extension for a single-sign-on for multiple backend-applications, but we have problems with this piece of code from customer.pl : # -- # get groups # -- my %GroupData = $CommonObject{GroupObject}->GroupUserList( Result => 'HASH', Type => 'rw', UserID => $UserData{UserID}, ); foreach (keys %GroupData) { $UserData{"UserIsGroup[$GroupData{$_}]"} = 'Yes'; } What is this used for ? Customers have no groups i think ...or is it for AgentCanBeCustomer ? <- btw. i dont understand how this is meant to be used, any help/info welcome !!! By now we think our problem results from the fact that 'customer.pl' is not called by a browser but by another script... is there any information needed that comes from the browser ? thx Dennis

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german manual
by Thomas Müller 29 Oct '03

29 Oct '03

Hi ! Can i find somewhere a german Manual of OTRS ??? tom

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Installation issue with SuSE Linux Enterprise Server
by Christian Ferrari 29 Oct '03

29 Oct '03

When I try to install otrs-1.1.3-01.i386.rpm on SLES 8, rpm complains me as following: minnie:~/rpm # rpm -ivh --test otrs-1.1.3-01.i386.rpm error: failed dependencies: perl-DBI is needed by otrs-1.1.3-01 perl-GD is needed by otrs-1.1.3-01 perl-Net-DNS is needed by otrs-1.1.3-01 perl-Msql-Mysql-modules is needed by otrs-1.1.3-01 I've looked for those 4 packages in the 4 distribution CD but I've not found them. Any hints? Someone else has installed OTRS on a SLES 8? Should I follow "non-SuSE" installation steps? Thanks in advance Regards Christian /----------------------------------------\ | Christian Ferrari | | PRIMEUR ITALIA | | Via E. Mattei, 1/106 A | | 30020 Marcon (VE) - ITALY | | | | Tel.: +39 041 5950998 | | Fax: +39 041 5951024 | | Mobile: +39 348 8960572 | | E-mail: christian.ferrari(a)primeur.com | | Web: http://www.primeur.com/ | \----------------------------------------/

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Phone View: How con I add a customer Call to an existing Ticket?
by jheine＠ar-hannover.de 29 Oct '03

29 Oct '03

Hello, my problem is: We get answers from our customers not only per E-Mail, sometimes they call us directly. How can I add a customers phone call to an existing ticket without creating a new one? In the phone view I am only able to create a new ticket. Thanks for your help.

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Phone View TO: field
by Erik Mathis - ATL Dunwoody Staff 29 Oct '03

29 Oct '03

Our Receptionists take incoming calls and forwarded them to our helpdesk using their email clients. They also get emails from our messaging company which they decrypt and forward on to the correct person. I have setup my OTRS 1.1.3 install to handle the emails from the messaging company. This worked great. I gave them there own username, group, and queue. But when they go and use the Phoneview, they can only send the ticket to them self's? Now if I add them to the users group, they are able to send the ticket to the helpdesk, but they then have users rights, and can read and work tickets. Is there a way to either add a list of "Authorized address" or free type in a address? For the PhoneView only? Erik Mathis AIU Dunwoody Network Administrator

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RE: [otrs] Phone View TO: field
by Erik Mathis - ATL Dunwoody Staff 28 Oct '03

28 Oct '03

> -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Chris Salter > Sent: Tuesday, October 28, 2003 3:46 PM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] Phone View TO: field > > > Hi Erik, > > Do you have two queues then, one for your receptionists and > one for your help desk? If so, you should have it configured > with two groups as well, "Receptionists" and "Helpdesk" > (names can be different, of course). The Receptionist queue > should be associated with the Receptionist group, and > Helpdesk queue with the Helpdesk group. Then, when your > receptionists take a call, they put it in the Receptionist > queue and then move it to the Helpdesk queue. When I try that, it locks the ticket and makes them the owner. So even if they move the ticket, it is still in the locked queue. > > What might cause a problem is if you've got your system set > up to prevent people from transferring tickets to queues they > don't have access to. I forget the name of that setting... > Something to do with ASP. It's in the manual, at any rate. > If you've got that turned on and it's possible to turn it > off, that would probably solve your problem. I haven't enabled that. > > Does this help? > > -- > Chris Salter Erik Mathis > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On > Behalf Of Erik Mathis - ATL Dunwoody Staff > Sent: October 28, 2003 3:25 PM > To: otrs(a)otrs.org > Subject: [otrs] Phone View TO: field > > > Our Receptionists take incoming calls and forwarded them to > our helpdesk using their email clients. They also get emails > from our messaging company which they decrypt and forward on > to the correct person. > > I have setup my OTRS 1.1.3 install to handle the emails from > the messaging company. This worked great. I gave them there > own username, group, and queue. > > But when they go and use the Phoneview, they can only send > the ticket to them self's? Now if I add them to the users > group, they are able to send the ticket to the helpdesk, but > they then have users rights, and can read and work tickets. > > Is there a way to either add a list of "Authorized address" > or free type in a address? For the PhoneView only? > > > > Erik Mathis > AIU Dunwoody Network Administrator > > _______________________________________________ > 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? >

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Re: [otrs] Use of freefields
by Seigafuse, Mike 28 Oct '03

28 Oct '03

You can ignore the request I posted below, the issue was that TicketFreeString1 should have been TicketFreeText1. Thanks, Mike I tried this and the field defaults to $Data{"TicketFreeString1";}> Here is what I have in the relevant section of AgentFreeText.dtl: <td><select name="FreeText1"> <option selected value="$Data{"TicketFreeString1";}">$Data{"TicketFreeString1";}></option> <option>Breakfix</option> Thanks, Mike Date: Wed, 22 Oct 2003 23:50:09 +0200 From: "Robert Kehl" <mailinglists at robertkehl.de <http://lists.otrs.org/cgi-bin/listinfo/otrs> > Subject: Re: [otrs] Use of freefields To: "User questions and discussions about OTRS." <otrs at otrs.org <http://lists.otrs.org/cgi-bin/listinfo/otrs> > Message-ID: <06a201c398e6$76a5c020$0164a8c0 at intern.roknet.de <http://lists.otrs.org/cgi-bin/listinfo/otrs> > Content-Type: text/plain; charset="iso-8859-1" On Wednesday, October 22, 2003 9:50 PM Seigafuse, Mike <mseigafuse at fcg.com <http://lists.otrs.org/cgi-bin/listinfo/otrs> > wrote: > One problem I have with this is that the current values for the fields > don't show when you navigate to the screen. I thought I might need to > use the statement below, but I'm obviously doing something wrong. If > someone could point me in the right direction it would be appreciated. > > <tr> > <td>Request Type</td> > <td><input type="text" name="FreeKey1" value="Type" readonly > size="20">:</td> > <td><select name="FreeText1"> <option selected><dtl > ($Data{"TicketFreeString1";})> <td><select name="FreeText1"> <option selected value="$Data{"TicketFreeString1";}">$Data{"TicketFreeString1";} > Mike Robert -- Da geht er, ein großer Spieler. Ein Mann wie Steffi Graf! Jörg Dahlmann (zum Abschied von Lothar Matthäus) Mike Seigafuse First Consulting Group IT Technical Services Director (610) 989-7054 mseigafuse(a)fcg.com

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Installer problem
by Matteo Forni 27 Oct '03

27 Oct '03

When I try to run the installer.pl i get these errors: If I remobe the lines 686 and 719 the first two errors are resolved. But for the others? Thx [Fri Oct 10 13:44:12 2003] Generic.pm: Malformed UTF-8 character (1 byte, need 3, after start byte 0xe7) at /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 686. [Fri Oct 10 13:44:12 2003] Generic.pm: Malformed UTF-8 character (unexpected continuation byte 0xa7, with no preceding start byte) at /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 719. [Fri Oct 10 13:44:12 2003] installer.pl: Use of uninitialized value in substitution (s///) at /opt/otrs/bin/cgi-bin/../../Kernel/Modules/Installer.pm line 43. [Fri Oct 10 13:44:12 2003] installer.pl: Use of uninitialized value in concatenation (.) or string at /opt/otrs/bin/cgi-bin/../../Kernel/Modules/Installer.pm line 55. [Fri Oct 10 13:44:12 2003] installer.pl: Use of uninitialized value in concatenation (.) or string at /opt/otrs/bin/cgi-bin/../../Kernel/Modules/Installer.pm line 74. **************************** Matteo Forni New Solutions Kraus e Moor Technical Administrator Tel: +41 (0)79 636 00 03 matteo(a)newsolutions.ch

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Re: [otrs] Failed OTRS install (Win32)
by otrs＠ian-n.net 26 Oct '03

26 Oct '03

Thanks Robert The change you mentioned in your first email was already in place (as per the docs). Your second change, to specify a log file, means that things have moved on a little and now I get: Software error: Can't load session backend module Kernel::System::AuthSession::IPC! Can't locate IPC/SysV.pm in @INC (@INC contains: d:/otrs/bin/cgi-bin/../../Kernel/cpan-lib d:/otrs/bin/cgi-bin/../.. ../../ d:/otrs/Kernel/cpan-lib d:/otrs/ d:/Perl/lib d:/Perl/site/lib . d:/apache/apache/ d:/apache/apache/lib/perl d:/otrs/bin/cgi-bin/../.. d:/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at d:/otrs/bin/cgi-bin/../../Kernel/System/AuthSession/IPC.pm line 15. BEGIN failed--compilation aborted at d:/otrs/bin/cgi-bin/../../Kernel/System/AuthSession/IPC.pm line 15. Compilation failed in require at (eval 84) line 3. (obviously when I made the log file change you suggested, I put d:\otrs\... not c:\otrs\...) I have read on various Google groups that the two things which commonly give trouble to Apache and Perl on Win32 are (1) apache service being run as LocalSystem, which prevents it seeing files sometimes (not the case here) and (2) bad windows path statement. Here is the path statement, should some OTRS directories feature in it? PATH=D:\Perl\bin;C:\WINNT\system32;C:\WINNT;C:\WINNT\System32\Wbem;C:\Pr ogram Files\ATI Technologies\ATI Control Panel There is no SysV.pm file anywhere in the OTRS or Perl directory trees (and none in the distribution file otrs-1.1.3-01.tar.gz either) if that helps, but there is a D:\Perl\eg\Core\sysvipc directory. Thanks for your help and suggestions ... Regards, Ian Nichol London, England Yahoo Instant Messenger: inichol -----Original Message----- Date: Tue, 21 Oct 2003 22:20:26 +0200 From: "Robert Kehl" <mailinglists(a)robertkehl.de> Subject: Re: [otrs] Failed OTRS install (Win32) To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <038701c39810$c3a31750$0164a8c0(a)intern.roknet.de> Content-Type: text/plain; charset="iso-8859-1" On Tuesday, October 21, 2003 10:17 PM Robert Kehl <mailinglists(a)robertkehl.de> wrote: > $Self->{LogModule} = 'Kernel::System::Log::File'; > $Self->{'LogModule::LogFile'} = '/xampp/otrs/var/log/otrs.log'; Sorry, the above doesn't work. These are the correct settings for Config.pm: $Self->{LogModule} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = 'C:/otrs/var/log/otrs.log'; It was my cat dancing on the keyboard, you know... ;-) Regards, Robert Kehl ------------------------------

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Re: [otrs] Use of freefields
by Seigafuse, Mike 23 Oct '03

23 Oct '03

I tried this and the field defaults to $Data{"TicketFreeString1";}> Here is what I have in the relevant section of AgentFreeText.dtl: <td><select name="FreeText1"> <option selected value="$Data{"TicketFreeString1";}">$Data{"TicketFreeString1";}></option> <option>Breakfix</option> Thanks, Mike Date: Wed, 22 Oct 2003 23:50:09 +0200 From: "Robert Kehl" <mailinglists(a)robertkehl.de> Subject: Re: [otrs] Use of freefields To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <06a201c398e6$76a5c020$0164a8c0(a)intern.roknet.de> Content-Type: text/plain; charset="iso-8859-1" On Wednesday, October 22, 2003 9:50 PM Seigafuse, Mike <mseigafuse(a)fcg.com> wrote: > One problem I have with this is that the current values for the fields > don't show when you navigate to the screen. I thought I might need to > use the statement below, but I'm obviously doing something wrong. If > someone could point me in the right direction it would be appreciated. > > <tr> > <td>Request Type</td> > <td><input type="text" name="FreeKey1" value="Type" readonly > size="20">:</td> > <td><select name="FreeText1"> <option selected><dtl > ($Data{"TicketFreeString1";})> <td><select name="FreeText1"> <option selected value="$Data{"TicketFreeString1";}">$Data{"TicketFreeString1";} > Mike Robert -- Da geht er, ein großer Spieler. Ein Mann wie Steffi Graf! Jörg Dahlmann (zum Abschied von Lothar Matthäus) ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 3, Issue 40 ***********************************

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RE: [otrs] Attachment filenames with ' cause JavaScript errors
by Covert, Jake 23 Oct '03

23 Oct '03

You should enter a bug report for this. http://bugs.otrs.org/ I'll help the developers keep track of the issues. Jake Covert www.jakecovert.com -----Original Message----- From: Chris Salter [mailto:csalter@educomts.com] Sent: Thursday, October 23, 2003 8:32 AM To: Otrs@Otrs. Org (E-mail) Subject: [otrs] Attachment filenames with ' cause JavaScript errors Hey all, I just noticed that when you've got an attached file with a name that contains an apostrophe, OTRS gives a JavaScript error when you enter the ticket zoom. I'm running 1.1.3 on Win2K, I don't know if you need any other info. Just thought I'd mention it. -- Chris Salter _______________________________________________ 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

Attachment filenames with ' cause JavaScript errors
by Chris Salter 23 Oct '03

23 Oct '03

Hey all, I just noticed that when you've got an attached file with a name that contains an apostrophe, OTRS gives a JavaScript error when you enter the ticket zoom. I'm running 1.1.3 on Win2K, I don't know if you need any other info. Just thought I'd mention it. -- Chris Salter

1 0

Use of freefields
by Seigafuse, Mike 22 Oct '03

22 Oct '03

We would like to use the free fields for request types (breakfix, work order, user help, etc), and the second for request category (UNIX server, Windows server, PC, etc). I have no problem with how to use them as is, but I would rather avoid having our agents have to type the key in all the time (type for 1 and category for 2). It looks like a change to AgentText.dtl such as listed below would do the trick, are there any problems with this method? <form action="$Env{"CGIHandle"}" method="post"> <input type="hidden" name="Action" value="AgentFreeText"> <input type="hidden" name="Subaction" value="Update"> <input type="hidden" name="TicketID" value="$Data{"TicketID"}"> <table border="0"> <tr> <td width="20"></td> <td>$Text{"Key"}:</td> <td>$Text{"Value"}</td> </tr> <tr> <td>Request Type</td> # - Note - I'd actually like to delete this line <td><input type="text" name="FreeKey1" value="Type" readonly size="20">:</td> <td><select name="FreeText1"> <option selected>(Choose One) <option>Breakfix <option>Work Order <option>User Help <option>Project </select> </td> </tr> <tr> <td>Category</td> # - Note - I'd actually like to delete this line <td><input type="text" name="FreeKey2" value="Category" readonly size="20">:</td> <td><select name="FreeText2"> <option selected>(Choose One) <option>Blackberry <option>Database <option>Email <option>Empire Time <option>File Restore <option>Flexi <option>General Information <option>KITE <option>Laptop <option>Network <option>Other <option>PC Hardware <option>PC Software <option>Peoplesoft <option>Printer Support <option>Remote Access <option>Security Windows Server <option>Security UNIX Server <option>Siebel <option>Telecom <option>Training <option>UNIX Server <option>User Modify/Password Reset <option>Virus <option>Windows Server </select> </td> </tr> </table> <br> <input class="button" type="submit" value="$Text{"update"}"> </form> One problem I have with this is that the current values for the fields don't show when you navigate to the screen. I thought I might need to use the statement below, but I'm obviously doing something wrong. If someone could point me in the right direction it would be appreciated. <tr> <td>Request Type</td> <td><input type="text" name="FreeKey1" value="Type" readonly size="20">:</td > <td><select name="FreeText1"> <option selected><dtl ($Data{"TicketFreeString1";})> # <td><select name="FreeText1"> <option selected>(Choose One) <option>Breakfix <option>Work Order <option>User Help <option>Project </select> </td> </tr> The next step would be adding these fields to the Status section of the AgentZoom.dtl and somewhere on the PhoneView screen so that the agents don't have to navigate to the free fields screen to set them (because they WILL forget). I'm not sure what I would need to change as far as the form actions to make that work or if this is even possible, so any feedback on this would be appreciated as well. Thanks, we recently went live with OTRS and it is working very well for us! Mike

2 1

RE: [otrs] "Email to big"
by Lars Monsees 22 Oct '03

22 Oct '03

Hello Wes, this should be in Config.pm If it doesn´t exist, copy it from Defauls.pm (never edit Defauls.pm) Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Wes Plate > Sent: Wednesday, October 22, 2003 5:07 PM > To: otrs(a)otrs.org > Subject: [otrs] "Email to big" > > > > I have this error: > > > ERROR: OTRS-PM3-1 Perl: 5.8.0 OS: linux Time: Wed Oct 22 > 07:58:53 2003 > > > > Message: Can't fetch email 3 from support(a)domain.com. > Email to big > > (7514 KB - max 6144 KB)! > > > > Traceback (10444): > > Module: main::FetchMail (v1.9.2.2) Line: 153 > > Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.9.2.2) Line: 106 > > Where do I change the setting for the max size of an email? > > > -- > Wes Plate > Automatic Duck, Inc. > http://www.wesplate.com > http://www.automaticduck.com > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting f|r Ihr OTRS System? > => http://www.otrs.de/ >

1 0

"Email to big"
by Wes Plate 22 Oct '03

22 Oct '03

I have this error: > ERROR: OTRS-PM3-1 Perl: 5.8.0 OS: linux Time: Wed Oct 22 07:58:53 2003 > > Message: Can't fetch email 3 from support(a)domain.com. Email to big > (7514 KB - max 6144 KB)! > > Traceback (10444): > Module: main::FetchMail (v1.9.2.2) Line: 153 > Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.9.2.2) Line: 106 Where do I change the setting for the max size of an email? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

2 1

Re: [otrs] What is Closed Unsuccessful
by Dennis.Buehring＠net-and-works.de 22 Oct '03

22 Oct '03

Maybe someone creates a ticket because his computer crashes every monday at 8.00 pm, but no one can find the cause. At some point you are not longer willing to spend time for bug-research ( time is money ???) You would decide to buy a new computer for that guy and close his ticket as 'Closed Unsuccessful' <- thats 'The OTRS-X-Files' :) mfg Dennis (got a headache, not responsible for anything... )

1 0

What is Closed Unsuccessful
by Wes Plate 22 Oct '03

22 Oct '03

What is Closed Unsuccessful? I've always wondered. :-) -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

1 0

generating report of standard responses for tickets
by Billy L. Williams, Jr. 22 Oct '03

22 Oct '03

Hello there, We are very happy users of OTRS, but we would like to build a report that shows us how popular our "standard responses" are. We are capable of writing SQL queries to get the data out, but I don't see anywhere where we can get the standard response ID that was used to generate a particular email. Does anybody know if this data exists in the database somewhere already, or should I go ahead and patch OTRS itself to store the responseID on the "article" or "ticket" tables? Thanks! Billy

2 2

ODBC to existing Customer database
by david.cruz＠kpnqwest.pt 21 Oct '03

21 Oct '03

Hi, We'd like to have OTRS Tickets linked to our existing Customer database. All we need is for the Customer info to be taken from a table/view. Since it's in a Microsoft SQL2000 database, we're trying to do this the easy way, by connecting to the sql2k database with FreeTDS and unixODBC. I just can't figure out how to direct the Customer data through ODBC... This is what we've done so far: (all of this in RedHat 7.3, server choice in install) - install mysql (most recent version from redhat updates) - install otrs :) - install GD-1.41 (the most recent version didn't compile) - install GD::Text - install GD::Graph - install freetds-0.61-2 - install freetds-unixodbc-0.61-2 - configure freetds and unixodbc making sure they can talk with sql2k Can you help us put this scenario working? I'm thinking about an ODBC backend (like the LDAP backend), but don't know how to do it. I did find some lines of code about ODBC in Kernel/System/DB.pm, but didn't understand how to use them. Thanks, -- |)avid ------------------------------------------------- KPNQwest Portugal http://www.KPNQwest.pt

3 5

Error in /cpan-lib/MIME/Entity.pm
by Dennis.Buehring＠net-and-works.de 21 Oct '03

21 Oct '03

Hi, my errorlog is filled up with this message : [Tue Oct 21 09:36:51 2003] index.pl: Argument "1.1.1.1 " isn't numeric in addition (+) at /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/MIME/Entity.pm line 653. This is the code at line 653 : ### Add the X-Mailer field, if top level (use default value if not given): $top and $head->replace('X-Mailer', "MIME-tools ".(0+MIME::Tools->version). " (Entity " .(0+$VERSION).")"); How can i fix this ? thx Dennis

2 1

Failed OTRS install (Win32)
by otrs＠ian-n.net 21 Oct '03

21 Oct '03

I can't persuade OTRS to install. Server is a dedicated Windows 2000 box with: ActivePerl 5.6.1.635 Apache 1.3.28 MySQL 3.23.58 OTRS 1.1.3 all installed exactly as per the documentation at http://doc.otrs.org/1.1/html/x111.html. On first firing up the web browser on the server and pointing it at http://localhost/otrs/index.pl, I simply receive the following page: Software error: Can't load log backend module Kernel::System::Log::SysLog! Can't locate Sys/Syslog.pm in @INC (@INC contains: d:/otrs/bin/cgi-bin/../../Kernel/cpan-lib d:/otrs/bin/cgi-bin/../.. ../../ d:/otrs/Kernel/cpan-lib d:/otrs/ d:/Perl/lib d:/Perl/site/lib . d:/apache/apache/ d:/apache/apache/lib/perl d:/otrs/bin/cgi-bin/../.. d:/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at d:/otrs/bin/cgi-bin/../../Kernel/System/Log/SysLog.pm line 15. BEGIN failed--compilation aborted at d:/otrs/bin/cgi-bin/../../Kernel/System/Log/SysLog.pm line 15. Compilation failed in require at (eval 78) line 3. OTRS looks fantastic, so I'd really really like to get it working - any ideas, for a windows dude who knows nothing about apache and its many configuration files would be most gratefully received.

2 2

Help with RH8 install/Apache errors
by John Schubert 21 Oct '03

21 Oct '03

I have a complete install of RH 8.0 (Psyche) on a PC with all packages. Mod_Perl is mod_perl-1.99_05-3, Apache is 2.0 and MySQL 3.23 I used the RPM installation for RH 8.0, and there were no errors during installation. To try and troubleshoot, I have looked at all files it lists as failing and the files exist and pass "perl -c FILENAME" with "Syntax OK". Also, I looked and the httpd.conf and all other apache-related .conf files are older time stamps (meaning no change from when Apache started successfully). I have pasted the error below, and I'm at a point where I don't know what to troubleshoot first/next. I have never gotten Mod_perl to work with Apache, since Apache is 2.0 and mod_perl is 1.x. I was told OTRS might work, however I'm not certain if I'm still hitting the same problems I hit when trying other perl-based tickting systems. I know this is off-topic, but can someone point me to a reference that describes downgrading RH 8's Apache from 2.0 to 1.3.23 (or similar). The error reads: httpd failed. The error was: Starting httpd: [Tue Oct 21 01:00:18 2003] [error] Can't locate loadable object for module Apache::Constants in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/mod_perl.pm line 14 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi/Apache.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.0/i386-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/scripts/apache2-perl-startup.pl line 17. BEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 17. Compilation failed in require at (eval 1) line 1. [Tue Oct 21 01:00:18 2003] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server localhost.localdomain:0, exiting... [FAILED] John Schubert

2 2

RE: [otrs] Problem with large attachment (3-4mb)
by Lars Monsees 21 Oct '03

21 Oct '03

Hi Chris, thanks a lot. This should solve the problem. I think this should be described in the installation instructions for otrs as I guess it is a common problem. Comments? Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Chris Salter > Sent: Tuesday, October 21, 2003 2:21 PM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] Problem with large attachment (3-4mb) > > > Lars, > > I ran into the same problem. It turned out to be a MySQL > setting problem. I'm including the message I sent when I > fixed it. It hasn't been a problem since. > > ------- > > I changed the max_allowed_packet setting in MySQL. It > apparently is set to > 1MB by default. I changed it to 10M. We'll see. > > I don't have a copy of the specific email that crashed it, > but I did send an > email with the same attachment that the other one had. It > picked it up > fine, no error message, no beeping. :-) > > ------- > > The problem is caused by OTRS trying to send too much data > at once to MySQL, which then chokes on it. By fixing the > max_allowed_packet setting, MySQL can handle more data at > once. Check the MySQL manual for where to put the setting. > > Hope this helps! > > -- > Chris Salter > > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Lars Monsees > Sent: October 21, 2003 5:30 AM > To: Otrs (E-Mail) > Subject: [otrs] Problem with large attachment (3-4mb) > > > Hello, > > a customer sent a mail with a zip file attached. The file > is about 3-4mb and the maximum allowed upload size is the > default 5mb. > The cronjob PostmasterPOP3.pl sends the following message > (see below). > > As the mail wasn´t properly downloaded it got downloaded > every time the cronjob ran until I manually downloaded the mail. > > > Could this be a timeout problem with the mysql-server? > > Regards, > Lars > > > > DBD::mysql::db do failed: MySQL server has gone away at > /opt/otrs/Kernel/System/DB.pm line 172. > ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Tue Oct 21 > 10:50:21 2003 > > Message: MySQL server has gone away, SQL: 'INSERT INTO > article_plain (article_id, body, create_time, create_by, > change_time, change_by) VALUES (648, 'Return-Path: > <xxxx.xxx(a)xxxx.de> > Received: from mailout08.sul.xxxxx.com > (mailout08.sul.t-online.com [194.25.134.20]) by xxxxxx.net > (8.10.2/8.10.2) with ESMTP id h9L87MM28500 for > <easybuyer(a)atlantisgmbh.de>; Tue, 21 Oct 2003 10:07:22 +0200 > Received: from fwd00.aul.xxxxxx by mailout08.sul.xxxxx > with smtp id 1ABrZj-0005A8-00; Tue, 21 Oct 2003 10:09:07 +0200 > Received: from MMPWS04 > (bdBNZYZvYe23tR-gZx-z4vMrASSq+9O8bOOcYf9RshVZqIqckCfD8I@[21 > 7.228.12.94]) by fmrl00.sul.xxxxx with smtp id > 1ABrUW-1b40OW0; Tue, 21 Oct 2003 10:03:44 +0200 > Message-Id: <000e01c397a9$93207170$fe78a8c0@MMPWS04> > From: "xxxxx xxxx" <xxxx.xxxx(a)xxxxx.de> > To: "xxxxx" <xxxxx(a)xxxxx.de> > References: <1066721282.876073.298426512.168.2(a)www.xxxxx.de> > Subject: Re: [Ticket#: 2003102110000015] Re: Mailbox-Fehler > Date: Tue, 21 Oct 2003 10:01:40 +0200 > MIME-Version: 1.0 > Content-Type: multipart/mixed; > boundary="----=_NextPart_000_000B_01C397BA.52942E60" > X-Priority: 3 > X-Msmail-Priority: Normal > X-Mailer: Microsoft Outlook Express 6.00.2600.0000 > X-Mimeole: Produced By Microsoft MimeOLE V6.00.2600.0000 > X-Seen: false > X-Id: > bdBNZYZvYe23tR-gZx-z4vMrASSq+9O8bOOcYf9RshVZqIqckCfD8I(a)t-dialin.net > Status: U > > This is a multi-part message in MIME format. > > ------=_NextPart_000_000B_01C397BA.52942E60 > Content-Type: text/plain; > charset="iso-8859-1" > Content-Transfer-Encoding: 8bit > > (snip) > > ----- Original Message ----- > From: "EasyBuyer" <easybuyer(a)atlantisgmbh.de> > To: "Stratos Kamitsos" <efstratios.kamitsos(a)mmp-gruppe.de> > Sent: Tuesday, October 21, 2003 9:28 AM > Subject: [Ticket#: 2003102110000015] Re: Mailbox-Fehler > > > (snip) > > > ------=_NextPart_000_000B_01C397BA.52942E60 > Content-Type: application/x-zip-compressed; > name="mailbox.zip" > Content-Transfer-Encoding: base64 > Content-Disposition: attachment; > filename="mailbox.zip" > > UEsDBBQAAAAIAHRPVS+5P0Qt/voxAABwAwULAAAAbWFpbGJveC5tZGLsnQt > 0HNV5gP+ZnX3NPmYl > y8Iv4sXm6Vhm9cCWAdNdvbCFZFl+4Ch2bUnelb3osUKSjYyxJUxepOcktKE > NUAKlTZvQk6ShkJwS > > > (snip) > (the zip file) > > AhYLFAAAAAgAdE9VL7k/RC3++jEAAHADBQsAAAAAAAAAAAAgAICBAAAAAG1 > haWxib3gubWRiUEsF > BgAAAAABAAEAOQAAACf7MQAAAA== > > ------=_NextPart_000_000B_01C397BA.52942E60-- > > ', current_timestamp, 1, current_timestamp, 1)' > > Traceback (26066): > Module: > Kernel::System::Ticket::ArticleStorageDB::WriteArticlePlain > (v1.9.2.1) Line: 101 > Module: Kernel::System::PostMaster::FollowUp::Run > (v1.27.2.1) Line: 97 > 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 > > DBD::mysql::db do failed: MySQL server has gone away at > /opt/otrs/Kernel/System/DB.pm line 172. > Invalid conversion in sprintf: "%\313" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%^" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\033" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\230" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\312" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\363" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Use of uninitialized value in sprintf at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\350" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\244" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%`" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Use of uninitialized value in sprintf at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\025" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%_" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%Z" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\341" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%+" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Use of uninitialized value in sprintf at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%$" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Use of uninitialized value in sprintf at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\236" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\371" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\357" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%W" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\375" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Use of uninitialized value in sprintf at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%?" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\277" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\331" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\246" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Use of uninitialized value in sprintf at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\375" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\217" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\217" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\217" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\377" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\217" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\235" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Invalid conversion in sprintf: "%\325" at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > Modification of a read-only value attempted at > /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm > line 287. > _______________________________________________ > 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? >

3 2

Missing 'Date: ' header
by Mihai Maties 21 Oct '03

21 Oct '03

Hello, I have OTRS installed on a server that uses qmail as SMTP relay. OTRS does not include a "Date: " header when sending messages maybe because it expects the MTA to do it instead. Unfortunately qmail does not add the missing header and if the e-mail message passes only through qmail servers then it arrives at destination "date-less". This is very annoying so I tried to modify the following section from the SMTP.pm file: $Param{Header} .= "Subject: $Param{Subject}\n"; $Param{Header} .= "X-Mailer: OTRS Mail Service ($VERSION)\n"; by adding $Param{Header} .= "Date: " . strftime "%a, %d %b %Y %T %z", localtime ; Unfortunately this doesn't seem to solve the issue... Do you have another suggestion ? Thanx Mihai

3 7

Problem with large attachment (3-4mb)
by Lars Monsees 21 Oct '03

21 Oct '03

Hello, a customer sent a mail with a zip file attached. The file is about 3-4mb and the maximum allowed upload size is the default 5mb. The cronjob PostmasterPOP3.pl sends the following message (see below). As the mail wasn´t properly downloaded it got downloaded every time the cronjob ran until I manually downloaded the mail. Could this be a timeout problem with the mysql-server? Regards, Lars DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 172. ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Tue Oct 21 10:50:21 2003 Message: MySQL server has gone away, SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (648, 'Return-Path: <xxxx.xxx(a)xxxx.de> Received: from mailout08.sul.xxxxx.com (mailout08.sul.t-online.com [194.25.134.20]) by xxxxxx.net (8.10.2/8.10.2) with ESMTP id h9L87MM28500 for <easybuyer(a)atlantisgmbh.de>; Tue, 21 Oct 2003 10:07:22 +0200 Received: from fwd00.aul.xxxxxx by mailout08.sul.xxxxx with smtp id 1ABrZj-0005A8-00; Tue, 21 Oct 2003 10:09:07 +0200 Received: from MMPWS04 (bdBNZYZvYe23tR-gZx-z4vMrASSq+9O8bOOcYf9RshVZqIqckCfD8I(a)[217.228.12.94]) by fmrl00.sul.xxxxx with smtp id 1ABrUW-1b40OW0; Tue, 21 Oct 2003 10:03:44 +0200 Message-Id: <000e01c397a9$93207170$fe78a8c0@MMPWS04> From: "xxxxx xxxx" <xxxx.xxxx(a)xxxxx.de> To: "xxxxx" <xxxxx(a)xxxxx.de> References: <1066721282.876073.298426512.168.2(a)www.xxxxx.de> Subject: Re: [Ticket#: 2003102110000015] Re: Mailbox-Fehler Date: Tue, 21 Oct 2003 10:01:40 +0200 MIME-Version: 1.0 Content-Type: multipart/mixed; boundary="----=_NextPart_000_000B_01C397BA.52942E60" X-Priority: 3 X-Msmail-Priority: Normal X-Mailer: Microsoft Outlook Express 6.00.2600.0000 X-Mimeole: Produced By Microsoft MimeOLE V6.00.2600.0000 X-Seen: false X-Id: bdBNZYZvYe23tR-gZx-z4vMrASSq+9O8bOOcYf9RshVZqIqckCfD8I(a)t-dialin.net Status: U This is a multi-part message in MIME format. ------=_NextPart_000_000B_01C397BA.52942E60 Content-Type: text/plain; charset="iso-8859-1" Content-Transfer-Encoding: 8bit (snip) ----- Original Message ----- From: "EasyBuyer" <easybuyer(a)atlantisgmbh.de> To: "Stratos Kamitsos" <efstratios.kamitsos(a)mmp-gruppe.de> Sent: Tuesday, October 21, 2003 9:28 AM Subject: [Ticket#: 2003102110000015] Re: Mailbox-Fehler (snip) ------=_NextPart_000_000B_01C397BA.52942E60 Content-Type: application/x-zip-compressed; name="mailbox.zip" Content-Transfer-Encoding: base64 Content-Disposition: attachment; filename="mailbox.zip" UEsDBBQAAAAIAHRPVS+5P0Qt/voxAABwAwULAAAAbWFpbGJveC5tZGLsnQt0HNV5gP+ZnX3NPmYl y8Iv4sXm6Vhm9cCWAdNdvbCFZFl+4Ch2bUnelb3osUKSjYyxJUxepOcktKENUAKlTZvQk6ShkJwS (snip) (the zip file) AhYLFAAAAAgAdE9VL7k/RC3++jEAAHADBQsAAAAAAAAAAAAgAICBAAAAAG1haWxib3gubWRiUEsF BgAAAAABAAEAOQAAACf7MQAAAA== ------=_NextPart_000_000B_01C397BA.52942E60-- ', current_timestamp, 1, current_timestamp, 1)' Traceback (26066): Module: Kernel::System::Ticket::ArticleStorageDB::WriteArticlePlain (v1.9.2.1) Line: 101 Module: Kernel::System::PostMaster::FollowUp::Run (v1.27.2.1) Line: 97 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 DBD::mysql::db do failed: MySQL server has gone away at /opt/otrs/Kernel/System/DB.pm line 172. Invalid conversion in sprintf: "%\313" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%^" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\033" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\230" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\312" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\363" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Use of uninitialized value in sprintf at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\350" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\244" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%`" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Use of uninitialized value in sprintf at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\025" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%_" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%Z" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\341" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%+" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Use of uninitialized value in sprintf at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%$" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Use of uninitialized value in sprintf at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\236" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\371" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\357" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%W" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\375" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Use of uninitialized value in sprintf at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%?" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\277" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\331" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\246" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Use of uninitialized value in sprintf at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\375" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\217" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\217" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\217" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\377" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\217" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\235" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Invalid conversion in sprintf: "%\325" at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287. Modification of a read-only value attempted at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Sys/Syslog.pm line 287.

2 1

Fehler: Need TicketID! / No StateID
by patrickx＠t-online.de 19 Oct '03

19 Oct '03

Hallo, die Installation verlief problemlos inklusive der Administration. Wenn ich aber als Kunde ein neues Ticket erstellen wollte, bekam ich nur einen Internal Server Error und den Log-Eintrag "Can't write /opt/otrs/var/log/TicketCounter.log: Permission denied". Die besagte Datei änderte ich auf chmod 777 und der Error verschwand bzw. wurdeersetzt. Nun erscheint nach dem Absenden eines Tickets folgender Fehler: "Fehler: Need TicketID!". Das Log meldet "No StateID!!! No StateID for new found!". Keine Ahnung, was da hängt. An die Datenbank kommt er ja offensichtlich ran. Ich kann z.B. ein Ticket erstellen, indem ich als Admin ein Telefonanruf eintrage. Das Ticket erscheint dann auch korrekt beim Kunden - dieser kann eben leider nur kein neues erstellen. Antworten auf bestehende klappt auch. Wäre für Hilfe dankbar

2 6

Auto response PLEASE HELP
by nelson pereira 17 Oct '03

17 Oct '03

Im trying to setup auto response but having some issues. When adding the lines bellow to the Config.pm file as per docs, # (Where is sendmail located and some options. # See 'man sendmail' for details. Or use the SMTP backend.) $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -t -i -f '; $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'mail.redcheckhosting.com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'support+redcheckhosting.com'; $Self->{'SendmailModule::AuthPassword'} = 'RedCheck1728'; I get this error: ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: linux Time: Fri Oct 17 09:01:58 2003 Message: SMTP authentication failed! Enable debug for more info! Traceback (28022): 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: index.pl (v1.58) Line: 608 What could be the problem? ----------------------> Nelson Pereira www.Ott-Motorcycles.ca

2 3

AW: [otrs] Auto response PLEASE HELP
by DF Junk, Christian 17 Oct '03

17 Oct '03

> -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im > Auftrag von > nelson pereira > Gesendet: Freitag, 17. Oktober 2003 16:09 > An: otrs(a)otrs.org > Betreff: [otrs] Auto response PLEASE HELP > > > Im trying to setup auto response but having some issues. > > When adding the lines bellow to the Config.pm file as per docs, > > # (Where is sendmail located and some options. > # See 'man sendmail' for details. Or use the SMTP backend.) > $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; > $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -t -i -f '; > $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; > $Self->{'SendmailModule::Host'} = 'mail.redcheckhosting.com'; > $Self->{'SendmailModule::Port'} = '25'; > $Self->{'SendmailModule::AuthUser'} = > 'support+redcheckhosting.com'; > $Self->{'SendmailModule::AuthPassword'} = 'RedCheck1728'; > > I get this error: > > > ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: linux Time: Fri Oct 17 > 09:01:58 2003 > > Message: SMTP authentication failed! Enable debug for more info! > > Traceback (28022): > 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: index.pl (v1.58) Line: 608 > > What could be the problem? Hi, Nelson! > $Self->{'SendmailModule::AuthUser'} = 'support+redcheckhosting.com'; This is a simple typing error! Change the '+' in "support+redcheckhosting.com" to '@' ... Hope that works ;) Regards Christian

2 1

Setting up Mercury for OTRS
by fred michaels 17 Oct '03

17 Oct '03

I have Mercury/32 on OTRS and I am trying to get mail forwarded from a user to the queue within OTRS. the queue mailbox is otrs(a)helpmyxstamper.com The mx record setup within dns is mail.helpxstamper.com Mail is being forwardered from exchange to the mercury successfully, but from mercury to the otrs queue is not successful. What would need to be configured to get the mail from the mercury to the OTRS? Thanks, Brett -- _______________________________________________ Graffiti.net free e-mail @ www.graffiti.net Check out our value-added Premium features, such as an extra 20MB for just US$9.95 per year! Powered by Outblaze

2 1

SMTP auto-response email
by nelson pereira 16 Oct '03

16 Oct '03

Hello, When a customer sends a email to support, I want them to receive an introduction email and tell them the ticket # and how to proceed. I have setup a [ Responses <-> Queue ] and a reply as type = auto reply. But the user does not receive the email back, only when we reply to it from within OTRS and also, I wanted the system to send me an email when a new ticket comes in, and that also is not working. What do i need to do? ----------------------> Nelson Pereira www.Ott-Motorcycles.ca

2 1

RE: [otrs] Permission problems
by Covert, Jake 16 Oct '03

16 Oct '03

What are the permissions on this file? -----Original Message----- From: nelson pereira [mailto:npereira@videotron.ca] Sent: Wednesday, October 15, 2003 1:38 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Permission problems Anyone? PLease ! I need to get this working, can't anyone help? ----------------------> Nelson Pereira www.Ott-Motorcycles.ca ----- Original Message ----- From: "nelson pereira" <npereira(a)videotron.ca> To: <otrs(a)otrs.org> Cc: <martin(a)otrs.org> Sent: Wednesday, October 15, 2003 9:51 AM Subject: [otrs] Permission problems > Installed OTRS as per docs as root. > Needed modules are installed. > Created the user otrs with Primary group otrs and secondary nobody > (webserver user and group is nobody) Executed the line as root: > /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs nobody otrs nobody > output was : > SetPermissions.sh <$Revision: 1.18.2.1 $> - set OTRS file permissions > Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> > Setting file permissions... > chown -R 0:0 /opt/otrs > chown otrs:otrs /opt/otrs > chown otrs:otrs /opt/otrs/.fetchmailrc > chmod 0710 /opt/otrs/.fetchmailrc > chown otrs:otrs /opt/otrs/.procmailrc > chmod 0644 /opt/otrs/.procmailrc > chown otrs:otrs /opt/otrs/.mailfilter > chmod 0600 /opt/otrs/.mailfilter > chown -R otrs:nobody /opt/otrs/var/ > chown -R nobody:nobody /opt/otrs/var/sessions/ > touch && chown otrs:nobody /opt/otrs/var/log/TicketCounter.log > chmod -R 755 /opt/otrs/bin/ > (chown && chmod 700) otrs:0 /opt/otrs/bin/DeleteSessionIDs.pl > (chown && chmod 700) otrs:0 /opt/otrs/bin/UnlockTickets.pl > (chown && chmod 700) otrs:0 /opt/otrs/bin/otrs.getConfig > > When trying to login to http://www.myhost.com/otrs/installer.pl > > keep getting this error: > > Forbidden > You don't have permission to access /otrs/installer.pl on this server. > > What am I missing? I did exactly as per documentation and this will > not work! What are the permissions suppose to be on this file and > directory? Is'nt the > SetPermissions.pl > file suppose to set the permissions? > > PLEASE HELP ! > > ----------------------> > Nelson Pereira > www.Ott-Motorcycles.ca > > > _______________________________________________ > 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/

3 15

RE: [otrs] LDAP error: Need Firstname!
by Rogers, Weston 16 Oct '03

16 Oct '03

No, that's the thing : I guess what im _supposed_ to see is a page that is displayed to enter user info when a ldap user logs in for the first time? It just sits there. I don't get a page, it tells me to log in again. -----Original Message----- From: Robert Kehl [mailto:mailinglists@robertkehl.de] Sent: Thursday, October 16, 2003 10:30 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] LDAP error: Need Firstname! On Thursday, October 16, 2003 4:07 PM Rogers, Weston <wrogers(a)uslec.com> wrote: > [Notice][Kernel::System::Auth::LDAP::Auth] User: wrogers logged in > (REMOTE_ADDR: 127.0.0.1). > [Error][Kernel::System::User::UserAdd][Line:204]: Need Firstname! Give the user wrogers a First name. You have one, do you? ;-) hth, Robert Kehl _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

1 0

RE: [otrs] LDAP error: Need Firstname!
by Rogers, Weston 16 Oct '03

16 Oct '03

Anyone have any clues on this? -----Original Message----- From: Rogers, Weston Sent: Wednesday, October 15, 2003 9:06 AM To: 'otrs(a)otrs.org' Subject: [otrs] LDAP error: Need Firstname! With LDAP auth enabled, and a agent logs in for the first time it says like usual "Useraccount activated, retry". When I retry, nothing happens - it stays at the same screen with "Useraccount activated, retry". Here is what the logs say : [Notice][Kernel::System::Auth::LDAP::Auth] User: wrogers logged in (REMOTE_ADDR: 127.0.0.1). [Error][Kernel::System::User::UserAdd][Line:204]: Need Firstname! [Notice][Kernel::System::User::GetUserData] Data for 'wrogers (,)' created in RDBMS, proceed. [Notice][Kernel::System::Auth::LDAP::Auth] User: wrogers logged in (REMOTE_ADDR: 127.0.0.1). [Error][Kernel::System::User::UserAdd][Line:204]: Need Firstname! [Notice][Kernel::System::User::GetUserData] Data for 'wrogers (,)' created in RDBMS, proceed. Thanks ;p _______________________________________________ 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

RE: [otrs] 2 questions
by Rogers, Weston 16 Oct '03

16 Oct '03

You can log into the customer interface via the http://yourwebserver/otrspath/customer.pl (instead of index.pl) I'm not sure about deleting users.. I'm sure you could delete them from the user table in mysql if you really needed it deleted. Wes -----Original Message----- From: Tony Law [mailto:law@omaha.org] Sent: Tuesday, October 14, 2003 12:19 PM To: OTRS (otrs(a)otrs.org) Subject: [otrs] 2 questions My sys admin has set up OTRS on our system and I am "playing" with it to test it out. I have 2 questions about the system that I can not figure out. 1) How do I delete users? I have created a User and two Customer Users and have found no way of removing them from the system. 2) How do I log in as a Customer User? I created two Customer Users and gave them each a user name, first and last name, login, password, e-mail and customerid. When I try to log in, it tells me "Login failed! Your username or password was entered incorrectly." I'm pretty sure I'm typing it correctly. Tony Law Technical Coordinator law(a)omaha.org Careerlink.com, the easiest way to find the right candidate _______________________________________________ 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

"Need Content"
by Alex Mihicinac 16 Oct '03

16 Oct '03

Hi all, I've got this error in system log - what is it? ---- Tue Oct 7 07:36:16 2003 notice OTRS-PM-10 New Ticket [108484] created (TicketID=8744, ArticleID=17556). Tue Oct 7 07:36:16 2003 error OTRS-PM-10 Need Content! ---- Regards, Alex

3 10

The 'No Statechange option' in AgentNote : How to use it for Customer FollowUps ?
by Dennis.Buehring＠net-and-works.de 16 Oct '03

16 Oct '03

When adding a note as a agent i have the '-' - option to keep the state of the ticket. I want to have this option in the customer-interface too. I get this message in the errorlog when adding this line $NextStates{''} = '-'; from AgentNote.pm to CustomerMessage.pm ( sub _GetNextStates ) ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Thu Oct 16 13:14:57 2003 Message: Need StateID! Traceback (32361): Module: Kernel::System::Ticket::State::StateIDLookup (v1.1.1.1) Line: 89 Module: Kernel::Modules::CustomerMessage::Run (v1.1.1.1) Line: 200 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.1.1.1) Line: 677 ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Thu Oct 16 13:14:57 2003 Message: No StateID for closed found! Traceback (32361): Module: Kernel::System::Ticket::State::StateLookup (v1.1.1.1) Line: 74 Module: Kernel::System::Ticket::State::SetState (v1.1.1.1) Line: 142 Module: Kernel::Modules::CustomerMessage::Run (v1.1.1.1) Line: 202 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.1.1.1) Line: 677 This tells me that OTRS cant find a StateID or State for '-', right ? But how does it work when adding a note as a agent ? Is there a check somewhere if the state is changed at all before OTRS tries to find a StateID/State for '-' ??? I hope you understand what i want know :) The thing is... it works as intended, but i dont like all the errors :) mfg Dennis

1 0

printing ticket
by Guenther Rasch 16 Oct '03

16 Oct '03

Hi Is there a posibility to print tickets automatically via GenericAgent.pl? Regards Guenther

5 13

RE: [otrs] Receiving E-mails
by Lars Monsees 16 Oct '03

16 Oct '03

Can you see any error messages in the logs? Try to send an admin eMail - is this working? > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Tony Law > Sent: Wednesday, October 15, 2003 9:13 PM > To: OTRS (otrs(a)otrs.org) > Subject: [otrs] Receiving E-mails > > > Our sys admin has set up OTRS and I am testing it. It > works very well > except for one thing. I have set up a System E-mail > Address and set the > queue to the Test Queue I set up. I then go in as a > Customer User and > assign a test ticket to the new System E-mail Address. > After submission, I > am expecting an e-mail in my inbox (my address is in this > Sys E-mail) and I > get nothing. Now, I have gone in to my Admin account and set the > Preferences of all E-mail options to Yes. What am I missing? > > Tony Law > law(a)omaha.org > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

1 0

Receiving E-mails
by Tony Law 15 Oct '03

15 Oct '03

Our sys admin has set up OTRS and I am testing it. It works very well except for one thing. I have set up a System E-mail Address and set the queue to the Test Queue I set up. I then go in as a Customer User and assign a test ticket to the new System E-mail Address. After submission, I am expecting an e-mail in my inbox (my address is in this Sys E-mail) and I get nothing. Now, I have gone in to my Admin account and set the Preferences of all E-mail options to Yes. What am I missing? Tony Law law(a)omaha.org

1 0

Permission problems
by nelson pereira 15 Oct '03

15 Oct '03

Installed OTRS as per docs as root. Needed modules are installed. Created the user otrs with Primary group otrs and secondary nobody (webserver user and group is nobody) Executed the line as root: /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs nobody otrs nobody output was : SetPermissions.sh <$Revision: 1.18.2.1 $> - set OTRS file permissions Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> Setting file permissions... chown -R 0:0 /opt/otrs chown otrs:otrs /opt/otrs chown otrs:otrs /opt/otrs/.fetchmailrc chmod 0710 /opt/otrs/.fetchmailrc chown otrs:otrs /opt/otrs/.procmailrc chmod 0644 /opt/otrs/.procmailrc chown otrs:otrs /opt/otrs/.mailfilter chmod 0600 /opt/otrs/.mailfilter chown -R otrs:nobody /opt/otrs/var/ chown -R nobody:nobody /opt/otrs/var/sessions/ touch && chown otrs:nobody /opt/otrs/var/log/TicketCounter.log chmod -R 755 /opt/otrs/bin/ (chown && chmod 700) otrs:0 /opt/otrs/bin/DeleteSessionIDs.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/UnlockTickets.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/otrs.getConfig When trying to login to http://www.myhost.com/otrs/installer.pl keep getting this error: Forbidden You don't have permission to access /otrs/installer.pl on this server. What am I missing? I did exactly as per documentation and this will not work! What are the permissions suppose to be on this file and directory? Is'nt the SetPermissions.pl file suppose to set the permissions? PLEASE HELP ! ----------------------> Nelson Pereira www.Ott-Motorcycles.ca

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RE: [otrs] How to make a message not New?
by Lars Monsees 15 Oct '03

15 Oct '03

> -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Covert, Jake > Sent: Wednesday, October 15, 2003 3:15 PM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] How to make a message not New? > > > I think a quick configuration option in config.pm as to whether a > Phone-based ticket defaults to new or not would solve this. > That´s exactly what I would propose. It´s nice to know that it can be bypassed by setting the owner, for now. (Thanks for that, Jim) But for future use, it would be easier to have a config option to control the behaviour. Lars > Martin? > > Jake > > -----Original Message----- > From: Jim Wight [mailto:j.k.wight@newcastle.ac.uk] > Sent: Wednesday, October 15, 2003 9:11 AM > To: User questions and "discussions about OTRS. > Subject: RE: [otrs] How to make a message not New? > > > On Wed, 2003-10-15 at 12:59, Covert, Jake wrote: > > I agree with this. > > > > -----Original Message----- > > From: Lars Monsees [mailto:l.monsees@atlantisgmbh.de] > > Sent: Wednesday, October 15, 2003 4:57 AM > > To: User questions and discussions about OTRS. > > Subject: RE: [otrs] How to make a message not New? > > > > > It would be nice if tickets created by phone-view > wouldn´t be handled as > > new. As I´m the one who created the ticket, I know it´s > not new =) > > I don't agree with it. > > If tickets were not new, then agents who have the queue in > their Custom > Queue list wouldn't get notified. It needn't always be the > case that an > agent is creating a ticket for themself to work on; it isn't in my > environment. > > However, I discovered (by becoming aware of not having > been notified of > the arrival of new tickets when I should have been) that > if 'Owner' is > set in PhoneView then tickets bypass the 'new' state and > go straight to > 'open', so maybe that's what you need to do. > > Jim > > > > _______________________________________________ > 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? >

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RE: [otrs] How to make a message not New?
by Covert, Jake 15 Oct '03

15 Oct '03

I think a quick configuration option in config.pm as to whether a Phone-based ticket defaults to new or not would solve this. Martin? Jake -----Original Message----- From: Jim Wight [mailto:j.k.wight@newcastle.ac.uk] Sent: Wednesday, October 15, 2003 9:11 AM To: User questions and "discussions about OTRS. Subject: RE: [otrs] How to make a message not New? On Wed, 2003-10-15 at 12:59, Covert, Jake wrote: > I agree with this. > > -----Original Message----- > From: Lars Monsees [mailto:l.monsees@atlantisgmbh.de] > Sent: Wednesday, October 15, 2003 4:57 AM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] How to make a message not New? > > It would be nice if tickets created by phone-view wouldn´t be handled as > new. As I´m the one who created the ticket, I know it´s not new =) I don't agree with it. If tickets were not new, then agents who have the queue in their Custom Queue list wouldn't get notified. It needn't always be the case that an agent is creating a ticket for themself to work on; it isn't in my environment. However, I discovered (by becoming aware of not having been notified of the arrival of new tickets when I should have been) that if 'Owner' is set in PhoneView then tickets bypass the 'new' state and go straight to 'open', so maybe that's what you need to do. Jim _______________________________________________ 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] How to make a message not New?
by Covert, Jake 15 Oct '03

15 Oct '03

I agree with this. -----Original Message----- From: Lars Monsees [mailto:l.monsees@atlantisgmbh.de] Sent: Wednesday, October 15, 2003 4:57 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] How to make a message not New? > > On Tue, Oct 07, 2003 at 10:16:49PM +0200, Robert Kehl wrote: > > > Let's say a customer replies, so I have a "New > Message" waiting for > > > me. Let's say that I'm not going to reply right away, > but I'm also > > > not going to close the ticket. > > > > > > How can I make a message not keep telling me it is new without > > > replying to the customer? > > > > Try using the 'Pending' functions. > > Jepp. Or just add a note (the last article need to be from you). > It would be nice if tickets created by phone-view wouldn´t be handled as new. As I´m the one who created the ticket, I know it´s not new =) Lars

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LDAP error: Need Firstname!
by Rogers, Weston 15 Oct '03

15 Oct '03

With LDAP auth enabled, and a agent logs in for the first time it says like usual "Useraccount activated, retry". When I retry, nothing happens - it stays at the same screen with "Useraccount activated, retry". Here is what the logs say : [Notice][Kernel::System::Auth::LDAP::Auth] User: wrogers logged in (REMOTE_ADDR: 127.0.0.1). [Error][Kernel::System::User::UserAdd][Line:204]: Need Firstname! [Notice][Kernel::System::User::GetUserData] Data for 'wrogers (,)' created in RDBMS, proceed. [Notice][Kernel::System::Auth::LDAP::Auth] User: wrogers logged in (REMOTE_ADDR: 127.0.0.1). [Error][Kernel::System::User::UserAdd][Line:204]: Need Firstname! [Notice][Kernel::System::User::GetUserData] Data for 'wrogers (,)' created in RDBMS, proceed. Thanks ;p

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RE: [otrs] OTRS to ignore certain emails
by Rogers, Weston 15 Oct '03

15 Oct '03

Thanks.. I messed around with the procmail filters and was able to get what I want done! Wes -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, October 14, 2003 4:52 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS to ignore certain emails On Tue, Oct 14, 2003 at 03:42:28PM -0400, Rogers, Weston wrote: > Oct 14 15:42:41 l33t sendmail[7346]: h9EJgeUK007346: to=otrs, > ctladdr=root (0/0), delay=00:00:01, xdelay=00:00:00, mailer=relay, > pri=30024, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent > (h9EJgfpD007348 Message accepted for delivery) Oct 14 15:42:42 l33t > sendmail[7349]: h9EJgfpD007348: to=<otrs(a)l33t.uslec.net>, > ctladdr=<root(a)l33t.uslec.net> (0/0), delay=00:00:01, xdelay=00:00:01, > mailer=local, pri=30513, dsn=2.0.0, stat=Sent > > procmail: [7265] Tue Oct 14 15:39:11 2003 > procmail: No match on ! "^From.*(a)uslec.com" > procmail: Match on ! "^From.*(a)example.com" I'm not sure, but I believe there is a syntax error on your .procmailrc: [...] # -- # Remove all X-OTRS Header (allow this only for trusted email) # e. g. from *(a)example.com # -- #:0 fhw : #* !^From.*(a)uslec.net #| grep -vi '^X-OTRS-' [...] That's bad. Add a # on the "*(a)example.com" line and try it again. More procmail info is also available at http://www.procmail.org/ Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ 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] How to make a message not New?
by Lars Monsees 15 Oct '03

15 Oct '03

> > On Tue, Oct 07, 2003 at 10:16:49PM +0200, Robert Kehl wrote: > > > Let's say a customer replies, so I have a "New > Message" waiting for > > > me. Let's say that I'm not going to reply right away, > but I'm also > > > not going to close the ticket. > > > > > > How can I make a message not keep telling me it is new without > > > replying to the customer? > > > > Try using the 'Pending' functions. > > Jepp. Or just add a note (the last article need to be from you). > It would be nice if tickets created by phone-view wouldn´t be handled as new. As I´m the one who created the ticket, I know it´s not new =) Lars

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AW: [otrs] changing subject and other ticket values
by Matthias Wegner 15 Oct '03

15 Oct '03

Hi Martin, your proposal, > How about to show always the first customer article (and be > able to change the > subject of the first customer article)? would only be only a first work around, because we will lose the original subject of our customer mails. Having a seperate Field would be much better. Matthias Wegner

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Permission problems
by Nelson Pereira 15 Oct '03

15 Oct '03

Hi, Trying to install otrs on a Linux Redhat 7.2 Installing from root account. All perl modules check out ok. Did the SetPermissions.pl as: /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs nobody otrs nobody as otrs is the user I created with otrs as group and nobody is the user:group that the apache server runs with. Still getting the error: Forbidden You don't have permission to access /otrs/installer.pl on this server. Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request. What am I missing? Nelson Pereira www.npereira.com www.ott-motorcycles.ca www.lesailerons.net www.lesharfangsdegatineau.com

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Ticket number at the end of the subject-line?
by Luc Stroobant 15 Oct '03

15 Oct '03

Is there a config option to put the ticket at the end of the subject? In a way that: [ticket# 123456] This is my subject becomes This is my subject [ticket# 123456] Our "communication manager" thinks this is more elegant. ;-) Thanks, Luc

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How to make a message not New?
by Wes Plate 14 Oct '03

14 Oct '03

Let's say a customer replies, so I have a "New Message" waiting for me. Let's say that I'm not going to reply right away, but I'm also not going to close the ticket. How can I make a message not keep telling me it is new without replying to the customer? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Customers and AD LDAP + general authentication
by Thomas Nilsen 14 Oct '03

14 Oct '03

Hi, We are currently looking at using OTRS to handle our IT dept support desk. However, we have a couple of issues, all relating to Windows Active Directory integration. ORTS is installed on a Linux box. * The customer LDAP integration: Is it possible to filter on the LDAP query? The default customer LDAP query brings back users, groups and computer accounts, and all we need is the user accounts. Is it possible to include a filter in this function which only looks up the user values if let's say "sAMAccountType=805306368"? * Agent/Customer Login authentication: Have anyone integrated the login screens for agent and Customers with normal Apache HTTP AUTH type authentication? We are using NTLM via the perl module Authen::NTLM for apache. With this we can authenticate seamless for all IE users. It would be extremely nice to be able to use this function with OTRS as well. Since OTRS is written in Perl it ought to be possible to do this, but I'm not very good with perl coding yet... The other option would be to use cookie authentication from a trusted SSO system like WebAuth http://webauthv3.stanford.edu/. * Customers import from Active Directory: As the customer must exist in the OTRS database, have anyone written any synchronisation scripts to update ORTS with data directly from Active Directory (or any other LDAP database) on a daily basis? If not, is it enough to populate the customer_user table, or are there other tables that needs to be updated at the same time when inserting a new customer from the "back side"? 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.

3 2

Custom customer login using Apache HTTP AUTH
by Thomas Nilsen 14 Oct '03

14 Oct '03

Have anyone changed the default login screen for the customer section of OTRS? We need to use Apache's HTTP AUTH, and just pass on the authenticated username from the header... It is really only needed for the customer login screen. We will be using NTLM authentication, so only the username is available in the header. I guess we could also use cookies if the lifetime was long enough (30 days). From a search on the mailing list I understand that the max lifetime is 24 hours, is that still so on 1.1.3? 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.

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RE: [otrs] changing subject and other ticket values
by Covert, Jake 14 Oct '03

14 Oct '03

I agree that this would be very helpful. Jake Covert -----Original Message----- From: Matthias Wegner [mailto:Matthias.Wegner@cimt-ag.de] Sent: Tuesday, October 14, 2003 5:19 AM To: User questions and discussions about OTRS. Subject: AW: [otrs] changing subject and other ticket values Hi Robert, the feature, Wouter Mignon, is requesting would help us too. > On Sunday, October 12, 2003 11:15 PM > Wouter Mignon <wouter.mignon(a)khleuven.be> wrote: > > Is it possible to change the ticket subject and other values from > > within the otrs agent interface? This would be handy > because sometimes > > 'customers' don't describe their problem well. > The Request, as i understand it: To be able to change the subject text of the Ticket i will see in the various Personal- und Queuelists, because the subject of the ticket might change while im working on it or the subject of the opening mail is not very helpful. May be the following design might be good for many purposes without modifying the behaviour of stored articles. Add a "Headline" field to the ticket. Default value will be the subject of the ticket opening article. The headline will be displayed in every ticket list and can be modified by the Agent any time. Greetings Matthias _______________________________________________ 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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withdrawing question on retrieving closed tickets
by Mr Akshay Thopliyal 14 Oct '03

14 Oct '03

Hi, feel a little foolish about the question on closed tickets. I had missed out the utilities page altogether. apologies. affly, Akshay. p.s. it would be helpful if someone could point out a link where I can get more info on the tables and what they keep in the database.

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TicketStorageModule switch
by Jim Wight 14 Oct '03

14 Oct '03

Defaults.pm has this to say about switching TicketStorageModule: # TicketStorageModule (Don't use it for big emails/attachments!) # (where attachments and co is stored - switch from fs -> db possible # but not from db -> fs - old attachments are not shown) Am I correct in interpreting that to say that switching from db -> fs is possible provided you are prepared to accept that any attachments already in the system will become hidden. Jim

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RE: [otrs] OTRS to ignore certain emails
by Rogers, Weston 14 Oct '03

14 Oct '03

Oct 14 15:42:41 l33t sendmail[7346]: h9EJgeUK007346: to=otrs, ctladdr=root (0/0), delay=00:00:01, xdelay=00:00:00, mailer=relay, pri=30024, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (h9EJgfpD007348 Message accepted for delivery) Oct 14 15:42:42 l33t sendmail[7349]: h9EJgfpD007348: to=<otrs(a)l33t.uslec.net>, ctladdr=<root(a)l33t.uslec.net> (0/0), delay=00:00:01, xdelay=00:00:01, mailer=local, pri=30513, dsn=2.0.0, stat=Sent procmail: [7265] Tue Oct 14 15:39:11 2003 procmail: No match on ! "^From.*(a)uslec.com" procmail: Match on ! "^From.*(a)example.com" procmail: Couldn't determine implicit lockfile from "grep" procmail: Locking ".lock" procmail: Executing "grep,-vi,^X-OTRS-" procmail: Unlocking ".lock" procmail: No match on "^Sender:.*@hotmail.com" procmail: Match on "TO:.*hostmaster" procmail: Couldn't determine implicit lockfile from "formail" procmail: Locking ".lock" procmail: Executing "formail,-I,X-OTRS-Queue: Hostmaster Queue" procmail: Unlocking ".lock" procmail: Locking "/opt/otrs//var/INBOX.Backup.2003-10.lock" procmail: Assigning "LASTFOLDER=/opt/otrs//var/INBOX.Backup.2003-10" procmail: Opening "/opt/otrs//var/INBOX.Backup.2003-10" procmail: Acquiring kernel-lock procmail: Unlocking "/opt/otrs//var/INBOX.Backup.2003-10.lock" procmail: Couldn't determine implicit lockfile from "/opt/otrs//bin/PostMaster.pl" procmail: Locking ".lock" procmail: Executing "/opt/otrs//bin/PostMaster.pl" procmail: [7265] Tue Oct 14 15:39:12 2003 procmail: Assigning "LASTFOLDER=/opt/otrs//bin/PostMaster.pl" procmail: Unlocking ".lock" procmail: Notified comsat: "otrs@:/opt/otrs//bin/PostMaster.pl" Thanks ;) -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, October 14, 2003 3:37 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS to ignore certain emails On Tue, Oct 14, 2003 at 03:25:44PM -0400, Rogers, Weston wrote: > > Take care that your MTA is configured with procmail. It doesn't > > looks so. > > It's sendmail, and it's configured with procmail properly .. Also the > test > > cat /opt/otrs/doc/test-email-1.box | /opt/otrs/bin/PostMaster.pl > > works as supposed... Anything else I can try? Is the .mailfilter file > supposed to be updated with the .procmailrc changes you make? What is in your /var/log/mail if you send an email to your local otrs user? And what is in the procmail log ~otrs/var/log/procmail-$MONTHFOLDER.log? > Wes Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] OTRS to ignore certain emails
by Rogers, Weston 14 Oct '03

14 Oct '03

> Take care that your MTA is configured with procmail. It doesn't looks so. It's sendmail, and it's configured with procmail properly .. Also the test cat /opt/otrs/doc/test-email-1.box | /opt/otrs/bin/PostMaster.pl works as supposed... Anything else I can try? Is the .mailfilter file supposed to be updated with the .procmailrc changes you make? Wes -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, October 14, 2003 3:26 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS to ignore certain emails Hi Rogers, On Tue, Oct 14, 2003 at 02:53:46PM -0400, Rogers, Weston wrote: > For some reason, fetchmail works and it delivers it to the correct > queue, but even without a .procmailrc it does that, and anything I add > in my .procmailrc doesn't seem to work. > [...] > Anything that gets sent from @uslec.net doesn't show up in OTRS at all. > Isn't that backwards? And the ignore line doesn't ignore.. It just gets > delivered to OTRS like normal. Ignored emails will be ignored (and not spooled anywhere). Take care that your MTA is configured with procmail. It doesn't looks so. > Thanks for all the help.. > Weston Rogers > Data Applications Engineer > USLec Corp. > 704.319.1332 Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- esanta: 9:23pm an 53 Tage 22:40, 9 Benutzer, Durchschnittslast: 0,21, 0,18, 0,12 _______________________________________________ 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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What is the function of 'AgentCanBeCustomer' ?
by Dennis.Buehring＠net-and-works.de 14 Oct '03

14 Oct '03

Hi, i like to know what this config-option is used for. Am i able to select agent-users from the dropdownlist when creating a new ticket with this option enabled ? mfg Dennis

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RE: [otrs] OTRS to ignore certain emails
by Rogers, Weston 14 Oct '03

14 Oct '03

For some reason, fetchmail works and it delivers it to the correct queue, but even without a .procmailrc it does that, and anything I add in my .procmailrc doesn't seem to work. If I enable this line : # Remove all X-OTRS Header (allow this only for trusted email) # e. g. from *(a)example.com # -- #:0 fhw : #* !^From.*(a)uslec.net #| grep -vi '^X-OTRS-' Anything that gets sent from @uslec.net doesn't show up in OTRS at all. Isn't that backwards? And the ignore line doesn't ignore.. It just gets delivered to OTRS like normal. Thanks for all the help.. Weston Rogers Data Applications Engineer USLec Corp. 704.319.1332 -----Original Message----- From: Rogers, Weston Sent: Tuesday, October 14, 2003 11:56 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] OTRS to ignore certain emails Oops.. Correction.. Its not ignoring the emails, heres my .procmailrc # -- # .procmailrc - procmailrc of the OTRS user # Copyright (C) 2001-2002 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: .procmailrc,v 1.14 2003/01/18 12:21:23 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- #SYS_HOME=/opt/otrs/ SYS_HOME=$HOME SHELL=/bin/sh PATH=/bin:/usr/bin:/usr/local/bin MONTHFOLDER=`date +%Y-%m` YEARFOLDER=`date +%Y` LOGFILE=$SYS_HOME/var/log/procmail-$MONTHFOLDER.log VERBOSE=on # -- # Remove all X-OTRS Header (allow this only for trusted email) # e. g. from *(a)example.com # -- #:0 fhw : #* !^From.*(a)uslec.net #| grep -vi '^X-OTRS-' # or just not emails with "X-OTRS-Ident: ahfiw2Fw32r230dddl2foeo3r" header! #:0 fhw : #* !^X-OTRS-Ident: ahfiw2Fw32r230dddl2foeo3r #| grep -vi '^X-OTRS-' #ignore OpenSRS stuff :0 fhw : * !^From.*(a)uslec.com | formail -I "X-OTRS-Ignore: yes" # -- # Examples for queue presorting. # -- :0 fhw : * TO:.hostmaster-test@uslec.net | formail -I "X-OTRS-Queue: Hostmaster Queue" #:0 fhw : #* ^List-Id:.*OpenAntiVirus #| formail -I "X-OTRS-Queue: OpenAntiVirus" # -- # Example for add free form key and value (max 3). # -- #:0 fhw : #* TO:.*@example.com #| formail -I "X-OTRS-ArticleKey1: Test" | formail -I "X-OTRS-ArticleValue1: True!" # -- # Example for assigning the "email domain as customer ID" automaticaly. # -- #:0hc #CUSTOMERID=|formail -X "From:"|perl -e '$i=<STDIN>; $i=~s/^From: //;$i=~s/$.*?$//;$i=~s/<(.*?)>/$1/;$i=~s/ //g;$i=~s/.*(a)(.*)/$1/;print $i' # #:0 fhw : #| formail -I "X-OTRS-CustomerNo: $CUSTOMERID" # -- # Backup of all incoming emails. # It's always better to have a backup of all incoming emails! # -- :0 c : $SYS_HOME/var/INBOX.Backup.$MONTHFOLDER # -- # Pipe all email into the PostMaster process. # -- :0 : | $SYS_HOME/bin/PostMaster.pl # -- # spool all the rest (which the PostMaster.pl can't process!) # If the database is down or the PostMaster.pl exit was not '0'! # -- :0 : $SYS_HOME/var/spool/. # -- # end of .procmailrc # -- -----Original Message----- From: Rogers, Weston Sent: Tuesday, October 14, 2003 11:06 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] OTRS to ignore certain emails Thanks! The ignore part works.. But if it just ignores it, where does it go? It's not in the account, and I can't find it in /var/spool. Wes -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, October 14, 2003 1:59 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS to ignore certain emails Hi, On Mon, Oct 13, 2003 at 03:49:28PM -0400, Rogers, Weston wrote: > Is there a way for OTRS to ignore certain emails? I would want to > filter via senders address, such as bob(a)domain.com - all these get > ignored by OTRS. The account that I want OTRS to monitor also has > other stuff sent to it that doesn't need a ticket/etc but is important > and needs to be kept (preferably on the server - but it really doesn't > matter as long as its accessible) > > Anyone have any ideas? I'm trying to get away from just creating > queues for all the un-needed stuff. I would use procmail (if you use linux/unix). For example, add to the .procmailrc of the otrs user the following: :0 fhw : * !^From.*(a)example.com | formail -I "X-OTRS-Ignore: yes" and all emails form *(a)example.com will be ignored by otrs. See also: http://doc.otrs.org/1.1/html/receiving-email-cmd.html and http://cvs.otrs.org/cvsweb.cgi/otrs/doc/X-OTRS-Headers.txt?rev=1.5&content-t ype=text/x-cvsweb-markup > Thanks! Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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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2 questions
by Tony Law 14 Oct '03

14 Oct '03

My sys admin has set up OTRS on our system and I am "playing" with it to test it out. I have 2 questions about the system that I can not figure out. 1) How do I delete users? I have created a User and two Customer Users and have found no way of removing them from the system. 2) How do I log in as a Customer User? I created two Customer Users and gave them each a user name, first and last name, login, password, e-mail and customerid. When I try to log in, it tells me "Login failed! Your username or password was entered incorrectly." I'm pretty sure I'm typing it correctly. Tony Law Technical Coordinator law(a)omaha.org Careerlink.com, the easiest way to find the right candidate

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RE: [otrs] OTRS to ignore certain emails
by Rogers, Weston 14 Oct '03

14 Oct '03

Oops.. Correction.. Its not ignoring the emails, heres my .procmailrc # -- # .procmailrc - procmailrc of the OTRS user # Copyright (C) 2001-2002 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: .procmailrc,v 1.14 2003/01/18 12:21:23 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- #SYS_HOME=/opt/otrs/ SYS_HOME=$HOME SHELL=/bin/sh PATH=/bin:/usr/bin:/usr/local/bin MONTHFOLDER=`date +%Y-%m` YEARFOLDER=`date +%Y` LOGFILE=$SYS_HOME/var/log/procmail-$MONTHFOLDER.log VERBOSE=on # -- # Remove all X-OTRS Header (allow this only for trusted email) # e. g. from *(a)example.com # -- #:0 fhw : #* !^From.*(a)uslec.net #| grep -vi '^X-OTRS-' # or just not emails with "X-OTRS-Ident: ahfiw2Fw32r230dddl2foeo3r" header! #:0 fhw : #* !^X-OTRS-Ident: ahfiw2Fw32r230dddl2foeo3r #| grep -vi '^X-OTRS-' #ignore OpenSRS stuff :0 fhw : * !^From.*(a)uslec.com | formail -I "X-OTRS-Ignore: yes" # -- # Examples for queue presorting. # -- :0 fhw : * TO:.hostmaster-test@uslec.net | formail -I "X-OTRS-Queue: Hostmaster Queue" #:0 fhw : #* ^List-Id:.*OpenAntiVirus #| formail -I "X-OTRS-Queue: OpenAntiVirus" # -- # Example for add free form key and value (max 3). # -- #:0 fhw : #* TO:.*@example.com #| formail -I "X-OTRS-ArticleKey1: Test" | formail -I "X-OTRS-ArticleValue1: True!" # -- # Example for assigning the "email domain as customer ID" automaticaly. # -- #:0hc #CUSTOMERID=|formail -X "From:"|perl -e '$i=<STDIN>; $i=~s/^From: //;$i=~s/$.*?$//;$i=~s/<(.*?)>/$1/;$i=~s/ //g;$i=~s/.*(a)(.*)/$1/;print $i' # #:0 fhw : #| formail -I "X-OTRS-CustomerNo: $CUSTOMERID" # -- # Backup of all incoming emails. # It's always better to have a backup of all incoming emails! # -- :0 c : $SYS_HOME/var/INBOX.Backup.$MONTHFOLDER # -- # Pipe all email into the PostMaster process. # -- :0 : | $SYS_HOME/bin/PostMaster.pl # -- # spool all the rest (which the PostMaster.pl can't process!) # If the database is down or the PostMaster.pl exit was not '0'! # -- :0 : $SYS_HOME/var/spool/. # -- # end of .procmailrc # -- -----Original Message----- From: Rogers, Weston Sent: Tuesday, October 14, 2003 11:06 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] OTRS to ignore certain emails Thanks! The ignore part works.. But if it just ignores it, where does it go? It's not in the account, and I can't find it in /var/spool. Wes -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, October 14, 2003 1:59 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS to ignore certain emails Hi, On Mon, Oct 13, 2003 at 03:49:28PM -0400, Rogers, Weston wrote: > Is there a way for OTRS to ignore certain emails? I would want to > filter via senders address, such as bob(a)domain.com - all these get > ignored by OTRS. The account that I want OTRS to monitor also has > other stuff sent to it that doesn't need a ticket/etc but is important > and needs to be kept (preferably on the server - but it really doesn't > matter as long as its accessible) > > Anyone have any ideas? I'm trying to get away from just creating > queues for all the un-needed stuff. I would use procmail (if you use linux/unix). For example, add to the .procmailrc of the otrs user the following: :0 fhw : * !^From.*(a)example.com | formail -I "X-OTRS-Ignore: yes" and all emails form *(a)example.com will be ignored by otrs. See also: http://doc.otrs.org/1.1/html/receiving-email-cmd.html and http://cvs.otrs.org/cvsweb.cgi/otrs/doc/X-OTRS-Headers.txt?rev=1.5&content-t ype=text/x-cvsweb-markup > Thanks! Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] OTRS to ignore certain emails
by Rogers, Weston 14 Oct '03

14 Oct '03

Thanks! The ignore part works.. But if it just ignores it, where does it go? It's not in the account, and I can't find it in /var/spool. Wes -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, October 14, 2003 1:59 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS to ignore certain emails Hi, On Mon, Oct 13, 2003 at 03:49:28PM -0400, Rogers, Weston wrote: > Is there a way for OTRS to ignore certain emails? I would want to > filter via senders address, such as bob(a)domain.com - all these get > ignored by OTRS. The account that I want OTRS to monitor also has > other stuff sent to it that doesn't need a ticket/etc but is important > and needs to be kept (preferably on the server - but it really doesn't > matter as long as its accessible) > > Anyone have any ideas? I'm trying to get away from just creating > queues for all the un-needed stuff. I would use procmail (if you use linux/unix). For example, add to the .procmailrc of the otrs user the following: :0 fhw : * !^From.*(a)example.com | formail -I "X-OTRS-Ignore: yes" and all emails form *(a)example.com will be ignored by otrs. See also: http://doc.otrs.org/1.1/html/receiving-email-cmd.html and http://cvs.otrs.org/cvsweb.cgi/otrs/doc/X-OTRS-Headers.txt?rev=1.5&content-t ype=text/x-cvsweb-markup > Thanks! Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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] Customer Modifications on the otrs.org website?
by Dennis.Buehring＠net-and-works.de 14 Oct '03

14 Oct '03

Sounds good :) mfg Dennis

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Customer Modifications on the otrs.org website?
by Covert, Jake 14 Oct '03

14 Oct '03

Can we have a section of the otrs.org website for custom modifications and add-in modules? Opening up this kind of contribution area might help spur community involvement and ease some of the development teams workload. I also think a forum section would allow for a little more collaboration as well. Any thoughts? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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Another Character Encoding Problem
by Ivaylo Toshev 14 Oct '03

14 Oct '03

I've just noticed, that if i choose for myself character encoding Windows-1251, and choose OTRS to automatically refresh my web interface with new data, then after OTRS refreshes the interface, the character encoding is now UTF-8 !

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RE: [otrs] Ticket Status
by Lars Monsees 14 Oct '03

14 Oct '03

Hello Isamar Maia. > > Hi Folks, > > Is there any way for the user change the ticket status > from new to Pendant > without replying the > customer? this is possible by adding the following lines to your Config.pm # NoteSetState # (possible to set ticket state via AgentNote) $Self->{NoteSetState} = 1; # default note next state $Self->{DefaultNextNoteStateType} = ['open', 'closed', 'pending reminder']; Then (perhaps after a otrs restart or a restart of your webserver) you should have a combobox to change the ticket status. Unfortunately, I don´t know how to display the fields to enter a reminder time. Anyone knows that? Lars

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Ticket Status
by Isamar Maia 14 Oct '03

14 Oct '03

Hi Folks, Is there any way for the user change the ticket status from new to Pendant without replying the customer? ./isamar -maia Networking/Helpdesk Oak Lawn Marketing Nagoya, Japan 052-800-7526 (Direct) 052-800-7524 (FAX) **************************** ----------------------------------------------------- Disclaimer This transmission may contain information that is confidential and privileged and intended only for the addressee. If you are not the addressee you may not use, disseminate or copy this information. If you have received this information in error notify us immediately. Thank you. ----------------------------------------------------- このメールに書かれている内容は、宛先に指定されている人にのみ有効な情報です。宛先以外の方は、このメールを転送・コピーしたり、情報を利用したりしないで下さい。もし、誤ってこのメールを受け取られた場合は、上記の差出人までご連絡下さるようお願いいたします。このメッセージは契約上の合意を発生させるものではありません。

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RE: [otrs] changing subject and other ticket values
by Lars Monsees 14 Oct '03

14 Oct '03

> > Hi Robert, > > the feature, Wouter Mignon, is requesting would help us too. > > On Sunday, October 12, 2003 11:15 PM > > Wouter Mignon <wouter.mignon(a)khleuven.be> wrote: > > > Is it possible to change the ticket subject and other > values from > > > within the otrs agent interface? This would be handy > > because sometimes > > > 'customers' don't describe their problem well. > > > The Request, as i understand it: To be able to change the > subject text of the Ticket i will see in the various > Personal- und Queuelists, because the subject of the > ticket might change while im working on it or the subject > of the opening mail is not very helpful. > Yes, I understand it that way, too. > May be the following design might be good for many > purposes without modifying the behaviour of stored articles. > Add a "Headline" field to the ticket. Default value will > be the subject of the ticket opening article. > The headline will be displayed in every ticket list and > can be modified by the Agent any time. Full ack - this would be very useful. just my 2 cents =)

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AW: [otrs] changing subject and other ticket values
by Matthias Wegner 14 Oct '03

14 Oct '03

Hi Robert, the feature, Wouter Mignon, is requesting would help us too. > On Sunday, October 12, 2003 11:15 PM > Wouter Mignon <wouter.mignon(a)khleuven.be> wrote: > > Is it possible to change the ticket subject and other values from > > within the otrs agent interface? This would be handy > because sometimes > > 'customers' don't describe their problem well. > The Request, as i understand it: To be able to change the subject text of the Ticket i will see in the various Personal- und Queuelists, because the subject of the ticket might change while im working on it or the subject of the opening mail is not very helpful. May be the following design might be good for many purposes without modifying the behaviour of stored articles. Add a "Headline" field to the ticket. Default value will be the subject of the ticket opening article. The headline will be displayed in every ticket list and can be modified by the Agent any time. Greetings Matthias

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Content Encoding of Outgoing e-mail
by Ivaylo Toshev 14 Oct '03

14 Oct '03

Hi there, I am not able to customize, encoding in mail messages, which OTRS sends to Agents and Customers. Here in Bulgaria, the encoding is Cyrillic WIndows-1251. THere are a couple of issues in web interface with this encodings, but they are not so urgent. The main problem is with mail which OTRS sends , How can i customize ecnoding of outgoing messages ? 10x Ivaylo Toshev

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OTRS to ignore certain emails
by Rogers, Weston 14 Oct '03

14 Oct '03

Hey guys.. Is there a way for OTRS to ignore certain emails? I would want to filter via senders address, such as bob(a)domain.com - all these get ignored by OTRS. The account that I want OTRS to monitor also has other stuff sent to it that doesn't need a ticket/etc but is important and needs to be kept (preferably on the server - but it really doesn't matter as long as its accessible) Anyone have any ideas? I'm trying to get away from just creating queues for all the un-needed stuff. Thanks!

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RE: [otrs] CC'ing Customer Notifies
by Covert, Jake 13 Oct '03

13 Oct '03

Try using this php file. Place it on your web server (make sure php is working). It will show you all open tickets currently in the system. (this php was put together by Mike Seigafuse [mseigafuse(a)fcg.com] and posted on the developers mailing list a bit ago). Hope this helps. ********************************* 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: niblettda(a)gru.com [mailto:niblettda@gru.com] Sent: Monday, October 13, 2003 3:56 PM To: otrs(a)otrs.org Subject: [otrs] CC'ing Customer Notifies I'm fairly new to OTRS and still learning everything. Right now I have one item that I'm stuck on that I can't seem to find the right way to go about fixing this. Here is my layout: I have X people sitting on a Help Desk. They are 24x7 and migrate in and out through the day. I have Y Admins that support questions from the X people on the Help Desk. Right now the Y Admins are using OTRS to manage problems coming in from the Help Desk. My issue is that if Help Desk person A opens a ticket about not being able to Email otrs.org, Help Desk person B doesn't know anything about this, and they may open a second ticket for the same thing. Likewise if I fix Help Desk person A's issue, then B never knows that it got fixed. I might not be thinking about this correctly, but in this case it seems to me that I want all Notices, Owner changes, etc to be Emailed to a mailing list. I can see how to do this for New tickets and some other items, but I don't see how to send say "New Owner Notices" to a Mailing list. I found the "xxxxxxxCcxxxxx" items in the Default.pm, but not all things support this it seems. As I said, it's entirely possible that this may be a human problem where we need to change the procedure. Some other items I've thought about is if there is a way for the Help Desk and Admins to view all open tickets. I've also thought about writing a web front end that will get all the open tickets from the DB and display them, but it seems to me this should be a fairly common problem so I'm betting that others have already solved it. Thanks! -- David A. Niblett | email: niblettda(a)gru.net Network Administrator | Phone: (352) 334-3400 Gainesville Regional Utilities | Web: http://www.gru.net/ _______________________________________________ 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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CC'ing Customer Notifies
by niblettda＠gru.com 13 Oct '03

13 Oct '03

I'm fairly new to OTRS and still learning everything. Right now I have one item that I'm stuck on that I can't seem to find the right way to go about fixing this. Here is my layout: I have X people sitting on a Help Desk. They are 24x7 and migrate in and out through the day. I have Y Admins that support questions from the X people on the Help Desk. Right now the Y Admins are using OTRS to manage problems coming in from the Help Desk. My issue is that if Help Desk person A opens a ticket about not being able to Email otrs.org, Help Desk person B doesn't know anything about this, and they may open a second ticket for the same thing. Likewise if I fix Help Desk person A's issue, then B never knows that it got fixed. I might not be thinking about this correctly, but in this case it seems to me that I want all Notices, Owner changes, etc to be Emailed to a mailing list. I can see how to do this for New tickets and some other items, but I don't see how to send say "New Owner Notices" to a Mailing list. I found the "xxxxxxxCcxxxxx" items in the Default.pm, but not all things support this it seems. As I said, it's entirely possible that this may be a human problem where we need to change the procedure. Some other items I've thought about is if there is a way for the Help Desk and Admins to view all open tickets. I've also thought about writing a web front end that will get all the open tickets from the DB and display them, but it seems to me this should be a fairly common problem so I'm betting that others have already solved it. Thanks! -- David A. Niblett | email: niblettda(a)gru.net Network Administrator | Phone: (352) 334-3400 Gainesville Regional Utilities | Web: http://www.gru.net/

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No "end of line" since upgrade to 1.1.3
by Frederik Questier 13 Oct '03

13 Oct '03

Hi, since I upgraded OTRS from 1.1.1 to 1.1.3, all messages are displayed without any line breaks. The same messages that were in the system before, both those that came in, as those we sended. I tested this in Mozilla 1.4 and Konqueror. I see that the messages are defined as <div class="message"> and in the style section that is defined as: .message { color:#000000;font-size:12px;font-family:monospace, fixed; } In the source the messages are written with line breaks, but without any <BR>, <PRE> or so. What could be wrong? And where should I apply fix? Thanx -- Free University - Free Software ! Vrije Universiteit - Vrije Software ! "The most fundamental way of helping other people, is to teach people how to do things better or how to better their lives. For people who use computers, this means sharing the recipes you use on your computer, in other words the programs you run." Richard Stallman, Free Software Foundation. -- Frederik Questier Onderwijs Service Centrum Vrije Universiteit Brussel http://www.vub.ac.be/OSC http://questier.com

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changing subject and other ticket values
by Wouter Mignon 13 Oct '03

13 Oct '03

Is it possible to change the ticket subject and other values from within the otrs agent interface? This would be handy because sometimes 'customers' don't describe their problem well.

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RE: [otrs] Queueview - exclude AUTO tickets
by Neil Gow 09 Oct '03

09 Oct '03

I think it's getting there. Do I need to add a state 'pending auto', as it does not appear in the lists on the web interface? Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Robert Kehl Sent: 09 October 2003 10:52 To: User questions and discussions about OTRS. Subject: Re: [otrs] Queueview - exclude AUTO tickets On Thursday, October 09, 2003 11:10 AM Neil Gow <ngow(a)vocabulis.co.uk> wrote: > The line: >> $Self->{ViewableStateType} = ['new', 'open', 'pending reminder']; > > made no difference unlocked, pending reminders still appeared. Tried > : >> $Self->{ViewableStateType} = ['new', 'open']; > > and they disappeared, great. But when the pending time was exceeded > they did not reappear in the Queueview? That's the intended behaviour, only 'new' and 'open' tickets are shown now. From Defaults.pm: # PendingAutoStateType # (used for pending states which changed state after reached pending time # see http://yourhost/otrs/index.pl?Action=AdminState -> StateType) $Self->{PendingAutoStateType} = ['pending auto']; A setting of: $Self->{ViewableStateType} = ['new', 'open', 'pending auto']; Should show new, open and 'returning' tickets. hth Robert Kehl _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com) Version: 6.0.524 / Virus Database: 321 - Release Date: 06/10/2003

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Re: [otrs] Feature request: proposal for OTRS extension
by Vincent CLAUDIC 09 Oct '03

09 Oct '03

Hi Paul, Entschuldigung!, aber Ich habe schwieirikeiten um Deutsch zu verstehen (;-)). So I would be please to have a look to the English version of your adaptation request. Afterwards, I will be please to send you the feedback you're expecting. All the best, Vincent Le mardi 30 septembre 2003 22:14, Gerold Gruber <Gerold.Gruber(a)edvsg.de> a écrit: >Dear community, > >in the appendix you can find a draft of a group >of people for an extension to the OTRS system >(currently only available in German, on demand we >could try to create an English version within >one week). >If there are any comments about this draft: >please discuss them here on the list. >Our goal is to coordinate our activity with >the OTRS community, but also to have at least >a beta for our own needs 'til the end of October >(of this year ;-). > >So we will be happy about any feedback within the >next seven days. >It will then depend on the feedback, if we open a wider >discussion or start the implementation. > >Regards > >Paul (aka Gerold Gruber) > >_______________________________________________ >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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stats
by Strange, PJ (Philippa) 09 Oct '03

09 Oct '03

Hi All Is it possible either now or sometime in the near future to have queue specific stats built in to the existing stats offering? Thanks Philippa Strange

3 2

Customer users Access Control
by Patrick Zwahlen 09 Oct '03

09 Oct '03

Hi all, I would like to get an approximation of the complexity for having more grnular access control for the customer users, especially on the customer.pl we page. Problem is: We have customers using customer.pl to create new tickets and view the status of existing tickets. For very big customers, we have the requirement to support one more access level, namely a customer site. A customer is divided into several sites, and each site has some site's contacts which have the rights to open/view tickets for *their own site* only. With the current 2-levels architecture (customer/customerUser), we basically would have to create a new customer for each new site, and call the customers like 'customerA-site1', 'customerA-site2', 'customerB'... and so on. We then loose a global view of all the tickets linked to 'customerA'. Do you see it as feasible to have such a feature ? Customer users are being looked up in an LDAP directory. Next question will be: can we have a kind of 'super' user for a customer, able to see the tickets of all the sites ? Thx for your ideas and comments. BR, - Patrick - __________________________________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com

1 0

Queueview - exclude AUTO tickets
by Neil Gow 09 Oct '03

09 Oct '03

Hi, Just started using OTRS and so far finding it very useful, but we are finding some aspects quite confusing, but presume this is just because we do not appreciate why it works the way it does. The main thing we are having problems understanding is the QueueView and AUTO items. Ideally we would like to exclude all AUTO items from the queueview by default unless they have exceeded the time set against them. Basically, we would like to be able to respond to an item, set the AUTO state and date time, unlock it (so that it is not owned, as anyone can deal with it or we may not be in the office that day) and then forget it until a reply is received or the AUTO is triggered. Is this possible or sensible even? Thank you Neil

5 7

Malformed UTF-8 character
by Matteo Forni 08 Oct '03

08 Oct '03

Hi, When I try to run install.pl from web, I get a 500 error. When I try to run from command line I get this error: <mailto:root@cpanel> root@cpanel [/home/otrs/bin/cgi-bin]# ./installer.pl [Tue Oct 7 16:50:45 2003] Generic.pm: Malformed UTF-8 character (1 byte, need 3, after start byte 0xe7) at /home/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 686. What can it be? **************************** Matteo Forni New Solutions Kraus e Moor Technical Administrator Tel: +41 (0)79 636 00 03 matteo(a)newsolutions.ch

2 1

7000 Support-Entries from one Domain-Robot
by list＠supratec.de 08 Oct '03

08 Oct '03

Hello! Tonight an Domain-Robot creates over 7000 Support Entries in OTRS. Is there any method to delete all Tickets from one E-Mailadress? I have over 80 pages in Queue-View! 2. Isnt there function that one e-mail adress couldn't create so much tickets in 24 hours? Postmaster.pl has this function for auto-reply: ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Wed Oct 8 09:00:01 2003 Message: LoopProtection!!! Send no more emails to '<fake-robot(a)nns1.xyz.de>'! Max. count of 40 has been reached! Why not for incoming messages? Thank you for any help, we cant find our normal support tickets between the 7000 robot-tickets! Best regards Gerhard

2 1

Queue permissions in otrs
by Pascal Gouttebel 08 Oct '03

08 Oct '03

Hi All, We are running OTRS for quite while now and are increasingly satisfied with the system. Great piece of work. However we found that the queue permissions being limitedto "ro" (read only) and "rw" (read write) are a bit restrictive. With the "MoveIntoAllQueues" switch in "Config.pm" you can allow all the agents to move to all the queues. Nice but, some of our agents abused on this feature by junking tickets they should'nt. Also as we have a lot of queues the selection box when moving tickets has a lot of entries.... That's why we thought sometimes it would be nice to be able to grant only "move" rights to an agent for a specific queue. So we decided to add a "mv" right to OTRS. We tried our best to keep the otrs logic in place (if you have "rw" you automatically have "mv"). Please post questions or have a look at the attached file. I would like to hear from you what you think about it and if those changes could eventually become part of the OTRS core. And what can we do to help this happen. find the changed sources here: (See attached file: move_permission.htm)(See attached file: permission_move_1.1.3.tar.gz) Paul Rhein & Pascal Gouttebel Ps : If you have any question or request, please contact us : Pascal_Gouttebel(a)ept.lu

3 2

Some new statistics php pages for everyone
by Covert, Jake 08 Oct '03

08 Oct '03

Using a php script that Mike Seigafuse sent over the developers mailing list, a co-worker of mine, Krishna Prakashbhat, has wonderfully modified the php file and created three new ones. Thanks Mike & Krishna. The php files are attached. One shows the number of tickets per month, per queue. One shows the number of tickets processed by each technician, each month. The last one shows the average time a ticket takes to go from new to closed. As for how to use these, just edit them and change the db, db_user, and db_user_pwd. Then place them on your web server and, assuming you have php installed, it should be able to pull some information for you. Right now, this is enough for me to get this into excell and make the fancy chart my boss wants. If anyone wanted to help out they could do either: A) Clean up the php so it's presented it a little better way (more easily copied into excel :-) B) Modify the makeStat.pl to add some of this information in....? Cheers, ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

1 0

RE: [otrs] LDAP look-up customer
by Thomas Nilsen 08 Oct '03

08 Oct '03

I'm testing 1.1.3 of OTRS and using it agains an AD LDAP tree. When a user sends an email to the otrs@... queue, the new ticket is registered on the correct user, and the "CustomerID" field show the correct user as one would expect. Could it be that your LDAP settings in Config.pm needs changing? I believe the key here is the 'CustomerID => ' entry. Set this to match you mail field. We are using : CustomerID => 'mail', Regards, Thomas >-----Original Message----- >From: Wouter Mignon [mailto:wouter.mignon@khleuven.be] >Sent: Wednesday, October 08, 2003 4:40 PM >To: Otrs users Mailinglist >Subject: [otrs] LDAP look-up customer > > >Hi, > >When a customer sends a mail he isn't looked up in the LDAP. This is >very annoying cause for every mail that we receive, we have to click >'customer', 'search user', 'update'. Could this look-up be >integrated in >the fetchmail script. So once the mails are fetched al the users known >to the LDAP are associated with their LDAP entry? > >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/ > 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

Just installed, need some help
by Au Yong Tien Chee 08 Oct '03

08 Oct '03

Hi all, Just installed otrs and now trying it out all the features... However there's a few things I'd like to achieve here, but unfortunately haven't been able to find any help on the mailing list archive - so I ask them here: 1) Rejects/drop/ignore all incoming mails through the PostMaster pipe that is not originating (From: email address) from an existing customer in the database record. *As I manually create accounts for my clients, this will allow me to ditch away all possible spams :) 2) Whenever a customer submit a new request through e-mail, an auto-responder is sent back to the customer acknowledging receipt of the request and includes the ticket's number. Seems a very common feature in a helpdesk system but how come it is not implemented? Hope you guys can help. Thanks! Best regards, Au Yong

3 3

LDAP look-up customer
by Wouter Mignon 08 Oct '03

08 Oct '03

Hi, When a customer sends a mail he isn't looked up in the LDAP. This is very annoying cause for every mail that we receive, we have to click 'customer', 'search user', 'update'. Could this look-up be integrated in the fetchmail script. So once the mails are fetched al the users known to the LDAP are associated with their LDAP entry? greets, Wouter

1 0

Importing Notes-Exports via mail
by Dennis.Buehring＠net-and-works.de 08 Oct '03

08 Oct '03

Hi, i use a perl-script to generate mails from a large plain-text Notes-Export, but in OTRS the otrsadmin-account becomes owner of the ticket. Which X-Header do i have to use to generate tickets with the same user as in the Notes-Export. Is there a way to set the article_type of the created ticket ? mfg Dennis

2 1

RE: [otrs] LDAP only getting 100 records
by Thomas Nilsen 08 Oct '03

08 Oct '03

4000 entires does sound like much, but we only have about 400 actual user accounts. But the ldap search filters in OTRS is a bit too forgiving, bringing back to much information. Running this agains an Active Directory domain which contains a lot of extra objects, the limit of 2000 was not enough. 4000 might be more than needed, but at least it doesn't give any errors as with 2000. However, the displayed result only shows actual accounts... Thomas >-----Original Message----- >From: Lars Monsees [mailto:otrs-bounces@otrs.org]On Behalf Of Lars >Monsees >Sent: Wednesday, October 08, 2003 10:24 AM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] LDAP only getting 100 records > > >Do you really need that much list entries? >I can´t imagine you´re scrolling your way through 4000 records... > >otrs searches the whole list, not only the part it is displaying. >Also, you can customize what DB-fields are used for the search >and you can add new DB-fields - it´s really easy. > > >Lars > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org > > [mailto:otrs-bounces@otrs.org]On Behalf Of > > Thomas Nilsen > > Sent: Wednesday, October 08, 2003 8:47 AM > > To: User questions and discussions about OTRS. > > Subject: RE: [otrs] LDAP only getting 100 records > > > > > > Or you're hitting the 200 record limit set in OTRS. In > > Kernel/System/CustomerUser/LDAP.pm look for > > "$Self->{UserSearchListLimit} = 200"; Increase this to a > > higher number (I'm currently using 4000 in a AD LDAP tree.. > > > > Regards, Thomas > > > > >-----Original Message----- > > >From: Wouter Mignon [mailto:wouter.mignon@khleuven.be] > > >Sent: Wednesday, October 08, 2003 12:08 AM > > >To: User questions and discussions about OTRS. > > >Subject: Re: [otrs] LDAP only getting 100 records > > > > > > > > >Rob, > > > > > >You LDAP server is probably limited to 100 records. In most > > >cases such limit is > > >aplied (to avoid abuse). Talk to your ldap administrator and > > >ask for an account > > >without this restriction. Put this login in your otrs configfile. > > > > > >Wouter > > > > > >Quoting Rob Dewhirst <robd(a)biocomplexity.nhm.ku.edu>: > > > > > >> I linked up CustomerUser to my campus LDAP server. > > >> > > >> I am only getting the first 100 records from the server > > when I go to > > >> AdminArea->Customer User. > > >> > > >> Is this not the right place to look at the users if you are > > >using LDAP? > > >> > > >> _______________________________________________ > > >> 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/ > > > > > > > > > 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? > > > 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] LDAP only getting 100 records
by Lars Monsees 08 Oct '03

08 Oct '03

Do you really need that much list entries? I can´t imagine you´re scrolling your way through 4000 records... otrs searches the whole list, not only the part it is displaying. Also, you can customize what DB-fields are used for the search and you can add new DB-fields - it´s really easy. Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Thomas Nilsen > Sent: Wednesday, October 08, 2003 8:47 AM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] LDAP only getting 100 records > > > Or you're hitting the 200 record limit set in OTRS. In > Kernel/System/CustomerUser/LDAP.pm look for > "$Self->{UserSearchListLimit} = 200"; Increase this to a > higher number (I'm currently using 4000 in a AD LDAP tree.. > > Regards, Thomas > > >-----Original Message----- > >From: Wouter Mignon [mailto:wouter.mignon@khleuven.be] > >Sent: Wednesday, October 08, 2003 12:08 AM > >To: User questions and discussions about OTRS. > >Subject: Re: [otrs] LDAP only getting 100 records > > > > > >Rob, > > > >You LDAP server is probably limited to 100 records. In most > >cases such limit is > >aplied (to avoid abuse). Talk to your ldap administrator and > >ask for an account > >without this restriction. Put this login in your otrs configfile. > > > >Wouter > > > >Quoting Rob Dewhirst <robd(a)biocomplexity.nhm.ku.edu>: > > > >> I linked up CustomerUser to my campus LDAP server. > >> > >> I am only getting the first 100 records from the server > when I go to > >> AdminArea->Customer User. > >> > >> Is this not the right place to look at the users if you are > >using LDAP? > >> > >> _______________________________________________ > >> 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/ > > > > > 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? >

1 0

RE: [otrs] Owner and locking
by Drnak Marek 08 Oct '03

08 Oct '03

Dear Chris, thanks for this, I hope it helps us, I will try. Ron's solution does not work, I have already set unlock time 0, but nothing happened. If there is solution to absolutlely turn off locking, that would be the best way for us. Marek -----Original Message----- From: Chris Salter [mailto:csalter@educomts.com] Sent: Monday, October 06, 2003 4:41 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Owner and locking Okay, I've found our configuration setting. I honestly don't know where I got it from, I'm afraid, but it does seem to have helped. In the Config.pm file, add the following line: $Self->{UnlockTicket} = 1; This seems to cause tickets to unlock when you move them to another queue. -- Chris Salter

1 0

RE: [otrs] LDAP only getting 100 records
by Thomas Nilsen 08 Oct '03

08 Oct '03

Or you're hitting the 200 record limit set in OTRS. In Kernel/System/CustomerUser/LDAP.pm look for "$Self->{UserSearchListLimit} = 200"; Increase this to a higher number (I'm currently using 4000 in a AD LDAP tree.. Regards, Thomas >-----Original Message----- >From: Wouter Mignon [mailto:wouter.mignon@khleuven.be] >Sent: Wednesday, October 08, 2003 12:08 AM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] LDAP only getting 100 records > > >Rob, > >You LDAP server is probably limited to 100 records. In most >cases such limit is >aplied (to avoid abuse). Talk to your ldap administrator and >ask for an account >without this restriction. Put this login in your otrs configfile. > >Wouter > >Quoting Rob Dewhirst <robd(a)biocomplexity.nhm.ku.edu>: > >> I linked up CustomerUser to my campus LDAP server. >> >> I am only getting the first 100 records from the server when I go to >> AdminArea->Customer User. >> >> Is this not the right place to look at the users if you are >using LDAP? >> >> _______________________________________________ >> 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/ > 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

Time Quota
by Luca Brizzi 07 Oct '03

07 Oct '03

I'm a newbie with OTRS. Is it possibile to assign a Time Quota to a customer? In this way it is possible to track time spent on a customer based on the helpdesk time that he has bought. Thanks in advance Luca Brizzi

4 3

Can't locate Apache/DBI.pm
by Vincent CLAUDIC 07 Oct '03

07 Oct '03

Hello everybody, I've tried to install otrs on Mac OS X (10.2.6). Yet after having a look to the list archives and in the Documentation, I found out nothing regarding the mistake I'm facing with. So the goal, as describe in the Manual, is to load the requested perl modules on Apache startup, thru the ~otrs/scripts/apache-perl-startup.pl, and here is the mistake. First of all I'm using the "Standard" installed Mac OS X.2.6 Server edition, i.e. Apache 1, perl 5.6. Here is stuff I've done in the http.conf file : <IfModule mod_perl.c> Include /private/etc/httpd/mod_perl.conf </IfModule> and here is the contents of the mod_perl.conf file: Alias /otrs-web/ "/Volumes/Data/Users/otrs/var/httpd/htdocs/" Alias /otrs/ "/Volumes/Data/Users/otrs/bin/cgi-bin/" #Perlrequire /Volumes/Data/Users/otrs/scripts/apache-perl-startup.pl <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> If the "Perlrequire..." is comment, otrs is running but not fast enough for me.... Once comment out, here is the result of the apache startup: [Wed Oct 1 20:04:12 2003] [error] Can't locate Apache/DBI.pm in @INC (@INC contains: /Volumes/Data/Users/otrs/Kernel/cpan-lib /Volumes/Data/Users/otrs/var/httpd/htdocs/ /Volumes/Data/Users/otrs/ /System/Library/Perl/darwin /System/Library/Perl /Library/Perl/darwin /Library/Perl /Network/Library/Perl/darwin /Network/Library/Perl . /Library/WebServer/ /Library/WebServer/lib/perl) at /Volumes/Data/Users/otrs/scripts/apache-perl-startup.pl line 24. BEGIN failed--compilation aborted at /Volumes/Data/Users/otrs/scripts/apache-perl-startup.pl line 24. Compilation failed in require at (eval 1) line 1. Syntax error on line 3 of /private/etc/httpd/mod_perl.conf: Can't locate Apache/DBI.pm in @INC (@INC contains: /Volumes/Data/Users/otrs/Kernel/cpan-lib /Volumes/Data/Users/otrs/var/httpd/htdocs/ /Volumes/Data/Users/otrs/ /System/Library/Perl/darwin /System/Library/Perl /Library/Perl/darwin /Library/Perl /Network/Library/Perl/darwin /Network/Library/Perl . /Library/WebServer/ /Library/WebServer/lib/perl) at /Volumes/Da After having a look for DBI.pm files on my local hard drive, I found out the following: #find / -name "DBI.pm" -print /Library/Perl/darwin/Bundle/DBI.pm /Library/Perl/darwin/DBI.pm /private/var/root/.cpan/build/DBI-1.38/blib/lib/Bundle/DBI.pm /private/var/root/.cpan/build/DBI-1.38/blib/lib/DBI.pm /private/var/root/.cpan/build/DBI-1.38/DBI.pm /private/var/root/.cpan/build/DBI-1.38/lib/Bundle/DBI.pm Does anyone have an idea which one has to be used, if so ? Where has to be located the right one ? For info, here is the result of the otrs.checkModules command: CGI ... ok Date::Pcalc ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Email::Valid ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... not installed! (for stats - not required) GD::Text ... not installed! (for stats - not required) GD::Graph ... not installed! (for stats - not required) GD::Graph::lines ... not installed! (for stats - not required) GD::Text::Align ... not installed! (for stats - not required) Thanks a lot for your attention and read you later. Vincent. P.S.: Subsidiary question, does anyone know where I may find a version of the GD library for Mos X ?

2 1

Charac
by Matteo Forni 07 Oct '03

07 Oct '03

Hi, When I try to run install.pl from web, I get a 500 error. When I try to run from command line I get this error: <mailto:root@cpanel> root@cpanel [/home/otrs/bin/cgi-bin]# ./installer.pl [Tue Oct 7 16:50:45 2003] Generic.pm: Malformed UTF-8 character (1 byte, need 3, after start byte 0xe7) at /home/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 686. What can it be? **************************** Matteo Forni New Solutions Kraus e Moor Technical Administrator Tel: +41 (0)79 636 00 03 matteo(a)newsolutions.ch

1 0

ticket owner problem
by Wouter Mignon 07 Oct '03

07 Oct '03

i have a little question When a ticket is created via customer webinterface it's owned by root and i can't delegate it to another user, i have to reply to the ticket first so it becomes mine. How do i set default ticket owner for a queue? When i created the que i selected i group and my agent user is in this same group but doesn't have initial rights to mess around with the ticket. greets, Wouter

2 2