- otrs - OTRS mailing lists

RE: [otrs] Owner and locking
by Ron Shannon 06 Oct '03

06 Oct '03

You can turn off ticket locking from within the Admin Area, Queues, select your queue, then Change, then set " Unlock timeout (minutes):" value to "0", then click "Update Queue" -----Original Message----- From: Drnak Marek [mailto:marek.drnak@metro.sk] Sent: Fri 10/3/2003 9:21 AM To: 'User questions and discussions about OTRS.' Cc: Subject: [otrs] Owner and locking Hello all, we do not want to use the feature of locking and ownership of the ticket, because we are tracking the ticket from one queue to another queue to next agent and if first agent i.e. changed priority, the second agent must first take ownership and after that he can close. I would like to either not to have owner and locking or change of owner with moving to another queue. Does anyone know? Thanks Marek

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RE: [otrs] Remove Time Units box
by Dennis.Buehring＠net-and-works.de 06 Oct '03

06 Oct '03

I removed some lines from the following files : AgentPhone.dtl AgentNote.dtl AgentPhoneNew.dtl AgentCompose.dtl AgentForward.dtl AgentZoomStatus.dtl The lines are : <tr> <td>$Text{"Time units"}$Text{"$Config{"TimeUnits"}"}:</td> <td><input type="text" name="TimeUnits" value="$Data{"TimeUnits"}" size ="3"></td> </tr> mfg Dennis

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RE: [otrs] Customers and AD LDAP + general authentication
by Thomas Nilsen 06 Oct '03

06 Oct '03

I've got authentication with AD LDAP working, as well as better filtering of customers when using AD LDAP. If someone else want's to do the same (get rid of machine accounts and groups from the customer list), add the following changes to Kernel/System/CustomerUser/LDAP.pm Line 39 (to increase search limit from 200 to a higher value. The bigger your LDAP tree is (amount of objects), the higher value you need. We have about 500 user accounts.): Change from: $Self->{UserSearchListLimit} = 200; to: $Self->{UserSearchListLimit} = 4000; Line 124 (New Ticket -> Customer Search): Change line 124 to $Filter = '(&(sAMAccountType=805306368)(|'; and line 128 to $Filter .= '))'; Line 186 (Customers view from the AdminArea to only show actual user accounts): Change to: filter => "(&(sAMAccountType=805306368)($Self->{CustomerKey}=*))", There might be a better way to configure the LDAP interface to include the sAMAccountType.. in the Config.pm file, but I couldn't find any obvious ways of doing it. So now we are on the right track to get OTRS implemented... Regards, Thomas >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of >Chris Salter >Sent: Friday, October 03, 2003 6:18 PM >To: 'User questions and discussions about OTRS.' >Subject: RE: [otrs] Customers and AD LDAP + general authentication > > >Hi Thomas, > >Regarding LDAP integration, there are some LDAP authentication >modules for both agent and customer. There's a section of the >manual that deals with setting up customer info, and gives >info for both the DB setup and for LDAP setup. See: > >http://doc.otrs.org/1.1/html/customer.html > >In my Defaults.pm file in the Config directory (OTRS 1.1.3), I >also found a bunch of customer authentication setting options >using LDAP starting at line 1335. > >I hope this helps! > >-- >Chris Salter > > > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of >Thomas Nilsen >Sent: October 3, 2003 10:53 AM >To: otrs(a)otrs.org >Subject: [otrs] Customers and AD LDAP + general authentication > > >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. >_______________________________________________ >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.

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Agents Leaving
by Erik Mathis - ATL Dunwoody Staff 03 Oct '03

03 Oct '03

I was wondering, if either a feature, or hack could be provided that when a Agent leaves the company, all of their the unresolved tickets can be unlocked and moved to a temp queue with no owner assigned, basically like a new ticket? Thank You. Erik Mathis AIU Dunwoody Network Administrator

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Owner and locking
by Drnak Marek 03 Oct '03

03 Oct '03

Hello all, we do not want to use the feature of locking and ownership of the ticket, because we are tracking the ticket from one queue to another queue to next agent and if first agent i.e. changed priority, the second agent must first take ownership and after that he can close. I would like to either not to have owner and locking or change of owner with moving to another queue. Does anyone know? Thanks Marek

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Remove Time Units box
by Wes Plate 03 Oct '03

03 Oct '03

I would like to remove the Time Units area near the bottom of the compose message page, how can I do that? In what page do I comment out that code? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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RE: [otrs] reports
by Covert, Jake 01 Oct '03

01 Oct '03

My boss too wants some reports. Does anyone know of any way to dump the database to an excel spreadsheet or some other format that I could pull out some kind of data from? ========================== (Tickets per Queue, per month) (Time it took to respond to tickets, and time to close 'em) (How much time are technicians taking on things, etc....) ========================== Jake Covert www.jakecovert.com -----Original Message----- From: Moshe Livne (Leibovitch) [mailto:moshe@softlink.com] Sent: Wednesday, October 01, 2003 11:58 AM To: 'otrs(a)otrs.org' Subject: [otrs] reports Hi, Is there a way to give the customer a monthly (yearly) report or the tickets he opened from the client web interface? If now, is there a way of doing it on scheduled basis on the server? Regards, Moshe (OTRS is working great!) _______________________________________________ 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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reports
by Moshe Livne (Leibovitch) 01 Oct '03

01 Oct '03

Hi, Is there a way to give the customer a monthly (yearly) report or the tickets he opened from the client web interface? If now, is there a way of doing it on scheduled basis on the server? Regards, Moshe (OTRS is working great!)

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Feature request: proposal for OTRS extension
by Gerold Gruber 30 Sep '03

30 Sep '03

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)

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AW: AW: [otrs] Time Tracking more
by Matthias Wegner 29 Sep '03

29 Sep '03

Hi Jerome, for agent specific accounting just summarize all entries with the same "Create by", and select the Days you want to see. SELECT create_by, sum( time_unit ) FROM time_accounting WHERE ( time_accounting.create_time > '01.09.2003' ) AND ( time_accounting.create_time < '30.09.2003' ) ORDER BY create_by GROUP BY create_by For Queue specifig accouting have to join the Ticket Table and group by the queue_id. Greetings Matthias

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History of ticket missing "Lock" when ownership is changed
by Alex Kelly 28 Sep '03

28 Sep '03

Hello all, Summary: We have just recently started using OTRS in production. Today one of my users reported to me that there is no logging of a lock when the ownership is changed. We are not using the most current OTRS release, and I am not sure if this has been mentioned before (I have tried to search on bugzilla, but come up empty). I can see how this could be the desired result, because if the ownership is changed, you would assume that the ticket is locked by that user. But, since it specifically logs all other ticket locks, I thought this may be an oversight. DETAILS: We are running OTRS 1.1.1 on RedHat Linux 9. Steps: 1. User A creates a ticket from phoneview. 2. User A locks the ticket by default. If you view the history of the ticket, one of the entries will say "Lock Ticket Lock User A" 3. User A cannot work on the ticket, so they change the ownership to User B. 4. If you look at the history, you will see "OwnerUpdate New owner is "User B". 5. The ticket is now locked by "User B" but there is no log entry stating "Lock Ticket Lock User B" Thanks, Alex Kelly

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Permissions and queues
by Paul 28 Sep '03

28 Sep '03

Hi all, I'm attempting to set up a system where less-experienced agents are able to move tickets that require higher levels of support into a queue set up for that purpose, however I am unable to get the permissions set correctly in order to do this. When a user is given RO access only (which I assume is read-only) to a queue, the queue does not appear in the drop down box as an option. It only appears when RW is selected, but that gives the agent access to a queue that I prefer they not have. Is it possible within the current framework to set this system up? Here are specific settings that I think are relevant to the discussion: # ShowCustomerSelection # (show customer selection in phone and change customer view # - disable this for ASP!) [0|1] $Self->{ShowCustomerSelection} = 1; # QueueViewAllPossibleTickets # (show all ro and rw queues - not just rw queues) $Self->{QueueViewAllPossibleTickets} = 1; # MoveInToAllQueues -> useful for ASP # (Possible to move in all queue? Not only queue which # the own groups) [1|0] $Self->{MoveInToAllQueues} = 0; Thanks, Paul

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Error after "web-installer - Finished (4/4)"
by Ortner, Uwe 28 Sep '03

28 Sep '03

Hello, on step 4/4 of Web-Installer I get this screen: ------------------------------------------------------ Web-Installer - Finished (4/4) To be able to use OTRS you have to enter the following line in your command line (Terminal/Shell) as root. Restart your webserver: no webserver detected, restart your webserver After doing so your OTRS is up and running. Start page: http://localhost/otrs/index.pl Admin-User: root@localhost Password: root Have a lot of fun! Your OTRS Team ------------------------------------------------------- I do a restart of the webserver and try to open http://localhost/otrs/index.pl but I get the error message "Internal Server Error" What do I have to type in the shell (the line noted in the output)? Thanks Uwe PS: latest OTRS on Solaris (SUN Fire 280R)

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Re: [otrs] Error Message after login!!
by Martin Edenhofer 28 Sep '03

28 Sep '03

Hi Chris, On Fri, Sep 26, 2003 at 12:58:57PM +0800, Chris Wong wrote: > I've check the apache log, and it has the following > message: > > -e: unix dgram connect: Permission denied at > /opt/otrs//Kernel/System/log/SysLog.pm line 42 > > [error] 9286: ModPerl::Registry: no connection to > syslog available at > /opt/otrs//Kernel/System/Log/SysLog.pm > > What's the problem? This looks like there is no syslog to use. Use the OTRS file log instead. Kernel/Config.pm [...] $Self->{LogModule} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; [...] See also: http://doc.otrs.org/1.1/html/configfile-log.html > 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

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Closing Ticket
by Lars Monsees 28 Sep '03

28 Sep '03

Hello, how can I achieve that otrs shows me my locked tickets instead of the queue-view after I close a ticket? I checked the modules but couldn´t find it. Lars

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Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ?
by Pedro Rebelo 28 Sep '03

28 Sep '03

Been there, done that. Didn't work. Here's an output of a ticket history: Action: Comment: Zoom: User: Createtime: NewTicket New Ticket [200309074223] created (Q=Postmaster;P=3 normal;S=new). x root@localhost (Admin OTRS) 09/07/2003 23:15:21 SendAutoReply Sent auto response to 'person(a)email.com' x root@localhost (Admin OTRS) 09/07/2003 23:15:21 CustomerUpdate CustomerID updated to 'person(a)email.com'. CustomerUser updated to 'person@email.c[..] - root@localhost (Admin OTRS) 09/07/2003 23:15:22 FollowUp FollowUp for [200309074223]. x root@localhost (Admin OTRS) 09/07/2003 23:15:23 StateUpdate Old: 'new' New: 'open' - root@localhost (Admin OTRS) 09/07/2003 23:15:23 How can I deactivate the annoying FollowUps ? -- Original Message -- From: Robert Kehl <mailinglists(a)robertkehl.de> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Send: 2003-09-07 Subject: Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ? Am Fre, 2003-09-05 um 20.20 schrieb Pedro Rebelo: > How can I disable all this followups that the system sends to itself after each auto-response or forward ? The system is actually sending the emails to user 0, I believe, not to the "system". Change the user preferences for the user with user id 0 to not get notify anymore when new tickets are in the custom queue. 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

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Auto Responses - Closed tickets
by Mikael Hugo 28 Sep '03

28 Sep '03

I think the issue is how to state the ticket status in the same mail as the response. We would like that feature too. When sending seperate mails the users feels mailbombed. Med vänliga hälsningar Mikael Hugo dataphone communication networks http://www.dataphone.net sales 0200 - 88 28 00 (nat) phone 08 - 566 106 00 / 031 - 758 06 00 / 040 - 698 06 00 fax 08 - 566 106 01 / 031 - 758 06 01 / 040 - 698 06 01

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AW: [otrs] Time Tracking more
by Matthias Wegner 27 Sep '03

27 Sep '03

We summerize the time per customer, so you may take this as a start: "SELECT customer_id, sum(time_unit) FROM time_accounting, ticket Where ticket.id=ticket_id group by customer_id" Matthias Wegner

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RE: [otrs] Interesting permissions problem on Redhat 9
by Miller, Avi 27 Sep '03

27 Sep '03

> but each time i tried to install after i forgot to create the > user "otrs", it writes a lot of incredible messages ... > Did you forget it too ? I used the RPM installation, which created the otrs user automatically. I'll try a manual installation on another RH9 server and see how that goes. Thanks, Avi --- Web Infrastructure Manager National Office for the Information Economy Phone : 02 6271 1120 Mobile: 0412 229 687

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RE: [otrs] Time Tracking more
by Lars Monsees 26 Sep '03

26 Sep '03

Hello, the time is totalized for a ticket automatically. example: 1. You create a new ticket (phone view) and enter 10 minutes. 2. Looking at the locked tickets you open it again and add a notice with 5 minutes. 3. Now you can see a time of 15 minutes (detail view) I don´t think there is a way to totalize times of several tickets. You could use a sql-script to gather this information. Lars -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of jerome(a)lemontreer.net Sent: Friday, September 26, 2003 11:59 AM To: otrs(a)otrs.org Subject: Re: [otrs] Time Tracking more I do use this "time unit box" each time i close a ticket, but i do not see how to totalize this spent time ? i am looking for a way to totalize time using the search criteria, in the tools page , and i would like to see in this search page a criteria relating to the date : from date 1 to date 2 and this client, or this queue etc... with a presentation like an exportable table file (text and tab) detailing the date/time , the client, the subject, and spent time ,time unit: (for example 1 unit is 15mn) somebody has a suggestion? Thank you for any ideas Jerome Erik Mathis - ATL Dunwoody Staff wrote: Jason Joines wrote: It looks like we are going to deploy OTRS as the Ticket System for my organiztion. Other organiztions have asked me for sugggestions. However, one of their requirements is the ability for each Tech that works on a ticket to be able to enter the amount of time they spent on it. The management wants to be able to see how much time was spent on various things. I didn't see any mention of this kind of functionality in the manual. Is this capability available or does anyone have any ideas for how to add it? When one closes a ticket, a box named "Time units (work units):" is where they can fill this in. Thanks, Jason Joines Open Source = Open Mind ======================== _______________________________________________ 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 Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu _______________________________________________ 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

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RE: [otrs] Time Tracking
by Erik Mathis - ATL Dunwoody Staff 26 Sep '03

26 Sep '03

Jason Joines wrote: > It looks like we are going to deploy OTRS as the Ticket System for > my organiztion. Other organiztions have asked me for sugggestions. > However, one of their requirements is the ability for each Tech that > works on a ticket to be able to enter the amount of time they spent on > it. The management wants to be able to see how much time was spent on > various things. > > I didn't see any mention of this kind of functionality in the > manual. Is this capability available or does anyone have any ideas > for how to add it? > When one closes a ticket, a box named "Time units (work units):" is where they can fill this in. > Thanks, > > Jason Joines > Open Source = Open Mind > ======================== > > _______________________________________________ > 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 Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu

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Error Message after login!!
by Chris Wong 26 Sep '03

26 Sep '03

After login, I've got the following message, how can i solve it? Thx Server error! The server encountered an internal error and was unable to complete your request. Error message: no connection to syslog available at /opt/otrs//Kernel/System/Log/SysLog.pm line 42 If you think this is a server error, please contact the webmaster Error 500 _________________________________________________________ 最新鈴聲推介:遇見，亂世佳人，假如愛有天意... http://ringtone.yahoo.com.hk

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attachments
by Bernhard Mandera 25 Sep '03

25 Sep '03

Hallo, what must be done so that otrs can send more than one attachment in an email? Best Regards, Bernhard Mandera -------------- PIRONET NDH AG Bernhard Mandera Maarweg 149-161 - 50825 Cologne (Germany) Phone: +49 (0) 221 770 1332 - Fax: +49 (0) 221 770 1005

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Interesting permissions problem on Redhat 9
by Miller, Avi 25 Sep '03

25 Sep '03

Hi, I'm hoping someone can help me out here: I've installed OTRS on a Redhat 9 system, using the Redhat 8 RPM (though, the same thing happens installing manually via the tarball). Everything installs fine, but the CRONTAB entries don't run. I get the following errors for PostMasterPOP3.pl, UnlockTickets.pl and GenericAgent.pl -- I assume I'll get the same errors on all the scripts, when they run. install_driver(mysql) failed: Can't locate loadable object for module DBD::mysql 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 (eval 35) line 3 Compilation failed in require at (eval 35) line 3. Perhaps a module that DBD::mysql requires hasn't been fully installed at /opt/otrs/Kernel/System/DB.pm line 103 What's interesting about this error is that it only happens when the otrs user tries to run the script. If I run the script as root, it works just fine. So, there is something wrong with the permissions for the otrs user. I've been trying to search on this, but can't seem to find anything. Any assistance would be appreciated! Thanks, Avi --- Web Infrastructure Manager National Office for the Information Economy Phone : 02 6271 1120 Mobile: 0412 229 687

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RE: Error: Can't connect to local MySQL server (resolved)
by Steven Casey 25 Sep '03

25 Sep '03

> > Hi Steven, > > On Thu, Sep 25, 2003 at 12:54:07AM -0500, Steven Casey wrote: > > Mandrake Linux 9.1 > > MySQL 4.0.14 > > Apache1.3.28 (mod_perl 1.x) > > otrs-1.1.3-01 > > > > I've installed otrs several times on different machines and haven't had this > > problem. I'm not sure where to go to fix it. I can plug in the url: > > http://servername/otrs/installer.pl and I can create the db fine. When I go > > to index.pl, I get: Error: Can't connect to local MySQL server through > > socket '/var/lib/mysql/mysql.sock (2). It's no wonder since I don't have > > that directory. The /etc/my.cnf only lists /tmp/mysql.sock for both the > > client and the server. What's happening? Thanks in advance. > > http://servername/otrs/installer.pl is using the mysql shell (till OTRS 1.2). > > http://servername/otrs/index.pl is using DBD::mysql (Perl DBI driver). In > your case it looks like DBD::mysql isn't compiled for your dist. or on your > machine. However, it should work if you create an link from /var/lib/mysql/mysql.sock > to /tmp/mysql.sock in your filesystem. > > > Steven Casey > > Systems Engineer > > scasey2(a)tampabay.rr.com > > 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 > > > Thanks for the reply Martin, but I think something else is happening. I > didn't do anything with the modules (nor did I create any sym links to the > mysql.sock) and merely shut the web services down and restarted ( about 7 > times), then, for some reason, I got my login screen. That's the good > news...the bad news is that I can't login as any user with or without a > password.....checking the archives again.... *************************************************** ok, maybe 4:30 in the morning isn't the best time to tackle things, but what I forgot to do was login as suggested with root@localhost/root My problem was my root account has a different password which was what I was trying to use...duh! Once I used the correct login, everything was fine. Maybe for setup, the initial login would default to the root@localhost/root combo? Just a thought.

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Using time zone different from MySQL server
by Goran Sorak 25 Sep '03

25 Sep '03

Hello, I am interested if there is an "easy" way (even with global search/replace in source code) to have OTRS times in MySQL database to use different time zone from the one for which MySQL server is set up? Details: MySQL server (version 3.23.56) is run by ISP in different time zone from my customers. and I can't change it (MySQL server's time zone). Still, I would like my customers to see ticket's times from database in their local time (all customers are in the same time zone). Is there an easy way to do it (I don't think MySQL has any client side options to select time zone). Thanks, Goran

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http://localhost/otrs/installer.pl will not be executed
by Ortner, Uwe 25 Sep '03

25 Sep '03

Hello, I had to move my installation from Linux to Solaris (SPARC) When I try to open http://localhost/otrs/installer.pl, I see the file contents, but nothing will be executed. I made a sample: #!/usr/bin/perl -w use strict; my $r = shift; $r->send_http_header('text/html'); $r->print("works!!!\n"); this works pretty fine Any ideas? Regards Uwe PS: perl, v5.8.0 built for sun4-solaris

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RE: Error: Can't connect to local MySQL server (update)
by Steven Casey 25 Sep '03

25 Sep '03

Subject: Error: Can't connect to local MySQL server > Mandrake Linux 9.1 > MySQL 4.0.14 > Apache1.3.28 (mod_perl 1.x) > otrs-1.1.3-01 > > I've installed otrs several times on different machines and haven't had this > problem. I'm not sure where to go to fix it. I can plug in the url: > http://servername/otrs/installer.pl and I can create the db fine. When I go > to index.pl, I get: Error: Can't connect to local MySQL server through > socket '/var/lib/mysql/mysql.sock (2). It's no wonder since I don't have > that directory. The /etc/my.cnf only lists /tmp/mysql.sock for both the > client and the server. What's happening? Thanks in advance. Thanks for the reply Martin, but I think something else is happening. I didn't do anything with the modules (nor did I create any sym links to the mysql.sock) and merely shut the web services down and restarted ( about 7 times), then, for some reason, I got my login screen. That's the good news...the bad news is that I can't login as any user with or without a password.....checking the archives again....

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Error: Can't connect to local MySQL server
by Steven Casey 25 Sep '03

25 Sep '03

Mandrake Linux 9.1 MySQL 4.0.14 Apache1.3.28 (mod_perl 1.x) otrs-1.1.3-01 I've installed otrs several times on different machines and haven't had this problem. I'm not sure where to go to fix it. I can plug in the url: http://servername/otrs/installer.pl and I can create the db fine. When I go to index.pl, I get: Error: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock (2). It's no wonder since I don't have that directory. The /etc/my.cnf only lists /tmp/mysql.sock for both the client and the server. What's happening? Thanks in advance. Best Regards, Steven Casey Systems Engineer scasey2(a)tampabay.rr.com

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RE: [otrs] Bug with PhoneDefaultSubject (?)
by Lars Monsees 24 Sep '03

24 Sep '03

Ok, I already found it (but I´m sure it wasn´t there yesterday ;-) One has to use "PhoneDefaultNewSubject" instead of "PhoneDefaultSubject". Is "PhoneDefaultSubject" used for something else or isn´t it used anymore? Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Lars Monsees > Sent: Tuesday, September 23, 2003 10:19 AM > To: Otrs (E-Mail) > Subject: [otrs] Bug with PhoneDefaultSubject (?) > > > Hello, > > I want a new ticket (created in phoneview) to not have a > default subject. > Therefore I copied the following text from Defaults.pm to > Config.pm. > > # default note subject > $Self->{PhoneDefaultSubject} = ''; > > # default note text > $Self->{PhoneDefaultNewNoteText} = ''; > > > It wasn´t necessary to restart httpd or otrs for the > "NewNoteText" to be empty. > But it didn´t work for the subject. I then restarted httpd > and otrs but nothing changed. > > I used 'test' instead of '' and this didn´t work either. > > > Did I forget something or could this be a bug? > > > > 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? >

5 5

Is it possible to change the order of priorities in ot rs ?
by Nicolas Horchower 24 Sep '03

24 Sep '03

If you want to change the color, you need to edit header.dtl (kernel/output/html/YourTheme/header.dtl) You will find a <style> with .PriorityID-1 .... : change here the color. Regards, ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Nicolas HORCHOWER Group IT Manager TGS Europe

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RE: [otrs] Is it possible to change the order of priorities in ot rs ?
by Drnak Marek 24 Sep '03

24 Sep '03

Dear Martin, we did it like this, it works, order was changed. But the background color stayed the same as before, so we have now prio 1 tickets (highest) grey and lowest (prio 5 tickets) red coloured. Pls let us know, how to change also the color of ticket to be corresponding. Thanks a lot Marek -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, August 25, 2003 8:13 PM To: otrs(a)otrs.org Subject: Re: [otrs] Is it possible to change the order of priorities in ot rs ? Hi guys! On Wed, Aug 20, 2003 at 09:35:59AM +0200, Drnak Marek wrote: The "id" gives the order of the priority. -=> 1 = min, 5 (or higher) = highest. The number in front of the priority name is to show the order correctly in the webinterface. The name is free settable. So you could do this like: +----+-------------+ | id | name | +----+-------------+ | 1 | 5 very low | | 2 | 4 low | | 3 | 3 normal | | 4 | 2 high | | 5 | 1 very high | +----+-------------+ by updateing the name fields. That's all! :) PS: If you want to change the default priority names, read the online doc carefully and set the new default priority names in Kernel/Config.pm. -=> See http://doc.otrs.org/1.1/html/priority.html > Dennis B. 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

1 0

Re: [otrs] Status- and Owner-Change-Emails in German
by Paul Rhein 23 Sep '03

23 Sep '03

Hi Stefan, You should not make those changes to Defaults.pm but rather to ../Kernel/Config.pm BTW: Defaults.pm is meant as an example file for all the possibilties in Config.pm. and will be overwritten with new releases. It might help to restart apache after you copied the changes to Config.pm. have fun -p. lanz@opaia.de@otrs.org on 23-09-2003 14:43:36 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: otrs(a)otrs.org cc: Subject: [otrs] Status- and Owner-Change-Emails in German Hello, i need a little help from you: I wanted to translate the automatic Status- and Owner-Change-Emails, so i translated the lines into german in the Defaults.pm (in Config-Directory). Unfortunately ist didn't work. Now i looked for the strings in the other files of otrs, but i didn't find them anywhere else. Could you please help me? Thanks a lot! Greetings from Lake-of-Constance to all otrs users Stefan _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? > http://www.otrs.de/

2 1

ShowCustomerSelection config parameter does not work
by Reiner Platten 23 Sep '03

23 Sep '03

Hello, i have installed OTRS 1.1.3 from the rpm file for SuSE 8.x. I try to configure a "multi group" environment according to Chapter 19 of the documentation. All seems to be fine but the suggested setting of # ShowCustomerSelection # (show customer selection in phone and change customer view # - disable this for ASP!) [0|1] $Self->{ShowCustomerSelection} = 0; does not work. Any idea...? -------------------------------------------------------------- Reiner Platten, Danet GmbH, GS-ES Gutenbergstrasse 10, D-64331 Weiterstadt Tel.: +49 6151 868 105 Fax.: +49 6151 868 666 mailto: platten(a)danet.de WWW: http://www.danet-is.de --------------------------------------------------------------

1 0

Status- and Owner-Change-Emails in German
by lanz＠opaia.de 23 Sep '03

23 Sep '03

Hello, i need a little help from you: I wanted to translate the automatic Status- and Owner-Change-Emails, so i translated the lines into german in the Defaults.pm (in Config-Directory). Unfortunately ist didn't work. Now i looked for the strings in the other files of otrs, but i didn't find them anywhere else. Could you please help me? Thanks a lot! Greetings from Lake-of-Constance to all otrs users Stefan

1 0

Queues and storage
by Nicolas Horchower 23 Sep '03

23 Sep '03

Hi all, Is there a doc where I can find how otrs store emails/tickets ? I saw that they are duplicated to DB and FS, why ? About FS, is it possible to split them in queues (one file per queues). About scale, I'm trying to determine if the product is well adapted to our business, how many tickets are reasonable to manage ? What is the impact of selecting ArticleStorageFS ? Same for StaticDB ? PS : our hardware is an Intel Lion (IA64) and we plan to receive 1K new tickets / day split in 3 or 5 main queues (maybe 3 or 5 different otrs). The main point wasn't the tickets per day but the history. BTW : is there an update about linking otrs to a bug tracking system ? Thanks for your work ;) ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Nicolas HORCHOWER Group IT Manager TGS Europe

1 0

Bug with PhoneDefaultSubject (?)
by Lars Monsees 23 Sep '03

23 Sep '03

Hello, I want a new ticket (created in phoneview) to not have a default subject. Therefore I copied the following text from Defaults.pm to Config.pm. # default note subject $Self->{PhoneDefaultSubject} = ''; # default note text $Self->{PhoneDefaultNewNoteText} = ''; It wasn´t necessary to restart httpd or otrs for the "NewNoteText" to be empty. But it didn´t work for the subject. I then restarted httpd and otrs but nothing changed. I used 'test' instead of '' and this didn´t work either. Did I forget something or could this be a bug? Lars

1 0

Reminder-Mails on a weekend
by Lars Monsees 22 Sep '03

22 Sep '03

Is it possible to configure that reminder-mails aren´t sent on a weekend? Opening my mailbox this morning I found 70 new mails (for only two tickets) =) Lars

2 1

Suggestion: Sorting TicketView
by Lars Monsees 22 Sep '03

22 Sep '03

Hello, it would be nice if I could configure a default sort-order for my locked tickets. Lars

1 0

RE: [otrs] Customer View - Displayed Owner
by Lars Monsees 22 Sep '03

22 Sep '03

Ok, I found this in "CustomerStatusViewTable.dtl" <td>$Data{"Owner"}</td> Changed it to: <td>$Data{"UserFirstname"} $Data{"UserLastname"}</td> (also tried "OwnerFirstname" and "AgentFirstname") In CustomerView the name is not displayed. Obviously, the data isn´t fetched or I mispelled something. I couldn´t find where this data-object is created. What can I do? Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Robert Kehl > Sent: Saturday, September 20, 2003 1:52 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Customer View - Displayed Owner > > > Again, it's the *.dtl files and stuff. You might wait for later > versions, where probably additional features are added that allow > choosing of the display item. > > hth, > > Robert Kehl > > ----- Original Message ----- > From: "Lars Monsees" <l.monsees(a)atlantisgmbh.de> > To: "Otrs (E-Mail)" <otrs(a)otrs.org> > Sent: Friday, September 19, 2003 12:13 PM > Subject: [otrs] Customer View - Displayed Owner > > > Hello. > > In the customer view, there is a row for the owner. > At present, the agent´s login name is displayed. What do I have to > change to display the agent´s real name? > > > 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/ >

1 0

RE: [otrs] Searching for customers in phone-view
by Lars Monsees 22 Sep '03

22 Sep '03

That?s it! Thanks. It?s great that otrs is this configurable! Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Martin Edenhofer > Sent: Monday, September 22, 2003 7:16 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Searching for customers in phone-view > > > Hi, > > On Sat, Sep 20, 2003 at 01:50:16AM +0200, Robert Kehl wrote: > > use *Hamburg* as search string. > > > > For advanced viewing features, dive into > > /opt/otrs/Kernel/Config/Defaults.pm. double the > appropriate parts in > > your /opt/otrs/Kernel/Config.pm to customize them. Do not edit > > Defaults.pm directly. > > <snip> > > Here is also the online documentation link for customizing > the customer > user database layout and the CustomerUser map. > > http://doc.otrs.org/1.1/html/customer-user-backend.html >

1 0

Max. number of customers in Listbox?
by Lars Monsees 22 Sep '03

22 Sep '03

Is there any limitation on the number of customers that are displayed in the listbox ("search customer")? Lars

3 2

Searching for customers in phone-view
by Lars Monsees 22 Sep '03

22 Sep '03

Is it possible to configure that the search should be looking for the text not only at the beginning but also in the middle of the entry? Example: "900001-0001 Jon Doe, Hamburg" <noone(a)home.de> I would like to search for "Hamburg" that is part of the customer´s lastname. Also, is it possible to configure that otrs should display not only id, first_name, and last_name but also other DB-fields that I added manually? (I know how to display them in zoom-view) Lars

3 2

Escalation Lock message
by Isamar Maia 22 Sep '03

22 Sep '03

Hi FOlks, I have several users set in a queue configured with escalation time. When this time is expired, I get the following message: "Please answer this ticket(s) to get back to the normal queue view!" and the message is locked until I answer it. I know that it is the right procedure. That's what the escalation exists for. But, there is a way to limit this situation/feature only to some users? ./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。

1 0

Customer View - Displayed Owner
by Lars Monsees 19 Sep '03

19 Sep '03

Hello. In the customer view, there is a row for the owner. At present, the agent´s login name is displayed. What do I have to change to display the agent´s real name? Lars

2 1

Is there any todo-list?
by Lars Monsees 19 Sep '03

19 Sep '03

Hello. I´d like to know which features will be available (or planned) for the next versions. I didn´t find any link on the homepage, but I think this would be nice. Lars

2 1

testmail - don't reply
by Robert Kehl 19 Sep '03

19 Sep '03

testmail - don't reply. thanks for your patience. Robert Kehl

1 0

Customer-Authentication via Novell eDirectory
by Guenther Rasch 19 Sep '03

19 Sep '03

Hello! I´m trying to configure customer-authentication via Novell eDirectory but it works only with some users. The following error is reported via otrs System Log: error OTRS-CGI-1 Sizelimit exceeded What does it mean? Here´s my configuration: #CustomerUser #CustomerUser LDAP-Backend $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'klipanwcn01', BaseDN => 'o=kli_pa', SSCOPE => 'sub', UserDN => 'cn=ldap,o=kli_pa', UserPW => 'pw', }, CustomerKey => 'cn', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenName', 'sn'], Map => [ ['UserSalutation', 'Title', 'title', 1, 0,'var'], ['UserFirstname', 'Firstname', 'givenName', 1, 1, 'var'], ['UserLastname', 'Lastname', 'sn', 1, 1, 'var'], ['UserLogin', 'Login', 'cn', 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 Guenther

2 7

queueview list format
by Strange, PJ (Philippa) 19 Sep '03

19 Sep '03

Is it possible to view a list of tickets in queueview in the same format as the customer view? ie Ticket# <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Ticket&Order=Up&Limit=> U / <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Ticket&Order=Down&Limit=> D Age <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Age&Order=Up&Limit=> U / <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Age&Order=Down&Limit=> D Subject State <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=State&Order=Up&Limit=> U / <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=State&Order=Down&Limit=> D Queue <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Queue&Order=Up&Limit=> U / <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Queue&Order=Down&Limit=> D Owner <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Owner&Order=Up&Limit=> U / <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Owner&Order=Down&Limit=> D <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerZoom&TicketID=16> 2003091010000021 2 days 1 hour Emailing: brightjiscmail.[..] new mailtalk::ne[..] root@localho[..] <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerZoom&TicketID=15> 2003091010000011 2 days 2 hours Emailing: msg00455.txt new mailtalk::ge[..] root@localho[..] <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerZoom&TicketID=10> 2003090810000098 3 days 23 hours test closed succe[..] JISCmail Philippa <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerZoom&TicketID=9> 2003090810000089 3 days 23 hours test open JISCmail::ne[..] Penny <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerZoom&TicketID=8> 2003090810000071 3 days 23 hours test new JISCmail::de[..] root@localho[..] Also, if this would be possible then an additional enhancement would be to add a check box at the beginning of each which allows you to select multiple tickets to modify, either close, forward to another queue, delete or whatever. Thanks Philippa Strange JISCmail helpdesk

4 7

Reassigning one ticket's contents to another ticket?
by Michael Gurski 19 Sep '03

19 Sep '03

Is it possible to easily re-assign (or append) the contents of one ticket in OTRS to be linked in under another ticket? The reason I ask is that the current ticket tracking system being used where I'm at has that functionality (either built-in or customized), since some people will send completely independent emails with what amounts to "followup" information to a pre-existing ticket. Currently, every incoming email generates a new ticket, which makes linking this followup info difficult (though not impossible). What I'd like to do is have some sort of "reassign" field on the ticket view (probably in the Zoom), to link in the new ticket. Modifying the .dtl and writing a module isn't a problem (I'm evaluating and adding customizations to OTRS now, and it's a *really* nice system compared to what I've worked with in the past). Basically, my plan is to have a custom module modify the matching articles, changing the ticket_id field in the article table, to point to the ticket being appended, then closing the ticket the articles originally came from (I realize some of the text within the articles will be referring to the other ticket number, but that isn't a problem). What I'm concerned about is that I might have missed something somewhere along the line that could mess things up, corrupt data, etc. Since the current lack is seen by some people as a "show stopper" for moving to OTRS, I'm hoping it's really as simple as I think it is. Thanks, Mike -- Michael A. Gurski (opt. [first].)[last](a)pobox.com http://www.pobox.com/~[last] 1024R/39B5BADD PGP: 34 93 A9 94 B1 59 48 B7 17 57 1E 4E 62 56 45 70 1024D/1166213E GPG: 628F 37A4 62AF 1475 45DB AD81 ADC9 E606 1166 213E 4096R/C0B4F04B GPG: 5B3E 75D7 43CF CF34 4042 7788 1DCE B5EE C0B4 F04B Views expressed by the host do not reflect the staff, management or sponsors. "The liberty of the individual must be thus far limited; he must not make himself a nuisance to other people." --John Stuart Mill (1806-1873)

2 3

Lock timeout problems continue
by Wes Plate 18 Sep '03

18 Sep '03

Why is it that lock timeouts occur nowhere near the time amount they are set to in the preferences? My last lock timeout occurred after only 5 minutes! Is this an OTRS problem or a Linux problem or something else entirely? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

2 4

RE: [otrs] setting queues for auto-close?
by Covert, Jake 18 Sep '03

18 Sep '03

Is this configurable by queue, or system wide? -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, September 17, 2003 7:28 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] setting queues for auto-close? On Mon, Sep 08, 2003 at 01:13:53PM -0700, Seth Brundle wrote: > How does one set a queue so that when it is responded to, the default > state is 'closed-succesful' instead of 'open'? I'm not sure, but maybe you are looking for that Kernel/Config.pm option: $Self->{DefaultNextComposeType} = 'closed successful'; And the pre selected ticket state will be 'closed successful' (not 'open') by composing an answer. 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/

2 1

RE: [otrs] Statistique
by Covert, Jake 18 Sep '03

18 Sep '03

I think this would be a really nice thing to have too. ********************************* 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: boris(a)namebay.com [mailto:boris@namebay.com] Sent: Thursday, September 18, 2003 6:37 AM To: otrs(a)otrs.org Subject: [otrs] Statistique Is it a way to have the statistique by queue. For example a graphic who can show how many ticket was open, closed in a queue ans the evolution of this queue by month. Actually statistics are general. Is anyone create a stats tools ? Thank for all you reply By the way our company loke to make a donation to the OTRS project. How can we do that ? Best regards -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13 _______________________________________________ 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

AW: [otrs] Changing default email text
by Essig. Tilo 18 Sep '03

18 Sep '03

Ok thx. Now its working i restarted otrs instead of the apache. Thx for your help Tilo -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Robert Kehl Gesendet: Donnerstag, 18. September 2003 13:32 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Changing default email text What does "manually restarted" mean? You'll have to restart the webserver, ie. not only reload, but stop/start it. Apache usually comes with an apachectl script or similar. On SuSe you may want to use rcapache. Robert Kehl ----- Original Message ----- From: "Essig. Tilo" <t.essig(a)abtis.de> To: "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> Sent: Thursday, September 18, 2003 12:54 PM Subject: AW: [otrs] Changing default email text Thx for the answer, but it don´t work I changed my Confi.pm, and restarted the otrs manually, but the mails still have the old text in it. Here´s the part of the Config.pm i have changed ....snip.... # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::DateChecksum'; $Self->{LogModule::LogFile} = '/tmp/otrs.log'; $Self->{LogModule} = 'Kernel::System::Log::SysLog'; $Self->{DefaultLanguage} = 'de'; $Self->{DefaultCharset} = 'iso-8859-1'; $Self->{CheckMXRecord} = 1; # --------------------------------------------------- # # # # Start of config options!!! # # Notification stuff # # # # --------------------------------------------------- # # -- # notification sender # -- $Self->{NotificationSenderName} = 'OTRS Notification Master'; $Self->{NotificationSenderEmail} = 'otrs@<OTRS_CONFIG_FQDN>'; # -- # new ticket in queue # -- # $Self->{NotificationAlwaysCcNewTicket} = 'Maybe a Mailinglist <list(a)example.com>'; $Self->{NotificationAlwaysCcNewTicket} = ''; $Self->{NotificationSubjectNewTicket} = 'New ticket notification! (<OTRS_CUSTOMER_SUBJECT[18]>)'; $Self->{NotificationBodyNewTicket} = " Hallo, es ist ein neues Ticket in der '<OTRS_QUEUE>' eingetroffen! <OTRS_CUSTOMER_FROM> hat geschrieben: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_ID> Der OTRS Benachrichtigungsdienst "; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.6 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; ....snip.... Thx a lot Tilo -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Martin Edenhofer Gesendet: Donnerstag, 18. September 2003 12:42 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Changing default email text Hi Tilo, On Thu, Sep 18, 2003 at 12:34:40PM +0200, Essig. Tilo wrote: > It want to translate also the default email text, like: > ----------------------------- > Hi, > > there is a new ticket in 'Support'! > > Customer <mail(a)mydomain.com> wrote: > <snip> > > > > dfgfdgdfgdfg > <snip> > > http://www.linkto.otrs > > Your OTRS Notification Master > -------------------------------------- > > to a german message, but i didn´t find where i have to do this. You will finde the default text in Kernel/Config/Defaults.pm under Notification*. Copy the option to Kernel/Config.pm and translate it. > Regards > Tilo Essig 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/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

1 0

AW: [otrs] Changing default email text
by Essig. Tilo 18 Sep '03

18 Sep '03

Thx for the answer, but it don´t work I changed my Confi.pm, and restarted the otrs manually, but the mails still have the old text in it. Here´s the part of the Config.pm i have changed ....snip.... # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::DateChecksum'; $Self->{LogModule::LogFile} = '/tmp/otrs.log'; $Self->{LogModule} = 'Kernel::System::Log::SysLog'; $Self->{DefaultLanguage} = 'de'; $Self->{DefaultCharset} = 'iso-8859-1'; $Self->{CheckMXRecord} = 1; # --------------------------------------------------- # # # # Start of config options!!! # # Notification stuff # # # # --------------------------------------------------- # # -- # notification sender # -- $Self->{NotificationSenderName} = 'OTRS Notification Master'; $Self->{NotificationSenderEmail} = 'otrs@<OTRS_CONFIG_FQDN>'; # -- # new ticket in queue # -- # $Self->{NotificationAlwaysCcNewTicket} = 'Maybe a Mailinglist <list(a)example.com>'; $Self->{NotificationAlwaysCcNewTicket} = ''; $Self->{NotificationSubjectNewTicket} = 'New ticket notification! (<OTRS_CUSTOMER_SUBJECT[18]>)'; $Self->{NotificationBodyNewTicket} = " Hallo, es ist ein neues Ticket in der '<OTRS_QUEUE>' eingetroffen! <OTRS_CUSTOMER_FROM> hat geschrieben: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_ID> Der OTRS Benachrichtigungsdienst "; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.6 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; ....snip.... Thx a lot Tilo -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Martin Edenhofer Gesendet: Donnerstag, 18. September 2003 12:42 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Changing default email text Hi Tilo, On Thu, Sep 18, 2003 at 12:34:40PM +0200, Essig. Tilo wrote: > It want to translate also the default email text, like: > ----------------------------- > Hi, > > there is a new ticket in 'Support'! > > Customer <mail(a)mydomain.com> wrote: > <snip> > > > > dfgfdgdfgdfg > <snip> > > http://www.linkto.otrs > > Your OTRS Notification Master > -------------------------------------- > > to a german message, but i didn´t find where i have to do this. You will finde the default text in Kernel/Config/Defaults.pm under Notification*. Copy the option to Kernel/Config.pm and translate it. > Regards > Tilo Essig 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/

2 1

Statistique
by boris＠namebay.com 18 Sep '03

18 Sep '03

Is it a way to have the statistique by queue. For example a graphic who can show how many ticket was open, closed in a queue ans the evolution of this queue by month. Actually statistics are general. Is anyone create a stats tools ? Thank for all you reply By the way our company loke to make a donation to the OTRS project. How can we do that ? Best regards -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

2 1

Changing default email text
by Essig. Tilo 18 Sep '03

18 Sep '03

Hi, It want to translate also the default email text, like: ----------------------------- Hi, there is a new ticket in 'Support'! Customer <mail(a)mydomain.com> wrote: <snip> > > dfgfdgdfgdfg <snip> http://www.linkto.otrs Your OTRS Notification Master -------------------------------------- to a german message, but i didn´t find where i have to do this. Any ideas ? Regards Tilo Essig

2 1

RE: [otrs] PostMasterPOP3.pl
by Chris Salter 17 Sep '03

17 Sep '03

Here's a follow-up to an old topic... The "beeping" phenomenon is back. It choked on a 1.6MB email on Friday. Nothing special about the email, that I could tell. There was also a 64MB email in the inbox, but it just skipped over it and didn't try to download it. It did print a message saying "Message too big" and went on to the problem email. I'm not sure what it was doing, but it tried to print the 1.6MB email to the console, which is what caused the beeping. Any ideas why it would do that? And why is it printing that sort of character? It's obviously not printing just the raw email, because if I remember correctly raw emails don't contain control characters (such as the "beep" character). Yes, the 64MB email is outrageously large, but a 1.6MB email doesn't seem particularly large. I can't imagine that OTRS should ever choke on an email of that size. Any help would be greatly appreciated. Thanks! -- Chris Salter -----Original Message----- From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]On Behalf Of Chris Salter Sent: August 5, 2003 9:57 AM To: otrs(a)otrs.org Subject: RE: [otrs] PostMasterPOP3.pl Jake, I had a 19MB email (19 megs of screenshots, believe it or not) come in to our system last week, with the same results. Win2K, running OTRS 1.1.3. Every once in a while OTRS will choke on emails over 2MB, but normally it at least is good up to 5MB. Above that, it's pretty much guaranteed to choke. With the 19MB email, we discovered the problem because OTRS was trying to print the email to the console window, causing our server to beep like crazy. -- Chris Salter -----Original Message----- From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]On Behalf Of Covert, Jake Sent: August 5, 2003 9:28 AM To: otrs(a)otrs.org Subject: RE: [otrs] PostMasterPOP3.pl It was on a Win2k machine, being run by mstask.exe (Microsoft's task scheduler), so I'm now suspicious that it might have been the culprit. -----Original Message----- From: Yong Li [mailto:yli@mpiz-koeln.mpg.de] Sent: Tuesday, August 05, 2003 8:46 AM To: otrs(a)otrs.org Subject: Re: [otrs] PostMasterPOP3.pl > "Covert, Jake" wrote: > > Once of my customers was gracious enough to try and email us a 30 Meg > file as an attachment. When PostMasterPOP3.pl tried to get it, it > hung (obviously...). > > My question is this: Is there any email input size restrictions on > PostMasterPOP3.pl? I know that otrs and mysql can both set their own > limits, but this would prevent it from even coming into the system. There is one default limit of 6M of email size in Default.pm: # --------------------------------------------------- # # # # Start of config options!!! # # PostMaster stuff # # # # --------------------------------------------------- # ... # PostMasterPOP3MaxSize # (max. email size) $Self->{PostMasterPOP3MaxEmailSize} = 1024 * 6; So PostMasterPOP3.pl should handle (skip) it, but I have no idea of why it hung... Best regards, Yong Li _______________________________________________ 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 _______________________________________________ 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 _______________________________________________ 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

3 6

problem with webmailer freemail.web.de
by Stefan Pampel 17 Sep '03

17 Sep '03

Hello ML, WEB.DE (german freemail-provider) sends Messages in HTML and they look like this: ------------------- <html><base href="https://freemail.web.de/"/><style>p {margin: 0px}</style> <body style='font-size:9pt; font-family:Verdana; font-family: Verdana' > -Message body- </body> </html> __________________________________________________________________________<br> Die sicherste Form der Kommunikation: E-Mails verschluesseln, Spam-Filter,<br>Adressverifizierung, digitale Unterschrift: <A HREF="http://freemail.web.de"><B>http://freemail.web.de</B></A> ------------------- In queue view every mail after (under) such a mail can not be edited. Every Tool (answer, Zoom etc) links to https://freemail.web.de/otrs...., not http://myotrshost/otrs.. I think because of the <base>-tag in their mail every following mail uses freemail.web.de as host and not my otrs-host. Is there a way to filter out those base-tags before the mail arrives at otrs? (i use postfix) --Stefan

2 1

setting queues for auto-close?
by Seth Brundle 17 Sep '03

17 Sep '03

How does one set a queue so that when it is responded to, the default state is 'closed-succesful' instead of 'open'?

2 1

LDAP & Customer Authorization
by Ortner, Uwe 17 Sep '03

17 Sep '03

Hello, viewing customer information from a LDAP database works fine, I can see Userid, Username and Email in OTRS. Now I want my customer to logon using the ldap information provided. Due my LDAP database is an addressbook there is no password attribute available. What can I do, or is there something I missunderstood? Uwe

4 5

hide special support email addresses in customer.pl
by "Gärtner, Uwe" 17 Sep '03

17 Sep '03

hello all, who knows a way to hide email-addresses in the To-Field (customer.pl->New Ticket->To...), so that a special customer only see the relevant addresses for him and not all other possible support-addresses. thx best regards Uwe This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. LogicaCMG global sponsors, Gartner Symposium, Cannes, 4th -7th November 2003 http://symposium.gartner.com/story.php.id.3323.s.5.html Please note that LogicaCMG does not have control over content from,or availability of, this website

2 1

Documentation on field by field basis?
by Steven Casey 17 Sep '03

17 Sep '03

Is there any documentation available on a field by field basis that explains each field in the database, it's relationships and what their purpose is? I'm trying to understand how the system works in detail. Thanks in advance. Best Regards, Steven Casey Systems Engineer scasey2 at tampabay.rr.com

2 1

RE: [otrs] CustomerUser import
by Lars Monsees 17 Sep '03

17 Sep '03

Hello Paul, thanks a lot! This saved me much time! =) Lars -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Paul Rhein Sent: Wednesday, September 17, 2003 4:21 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] CustomerUser import Hi Lars, Try to set the "valid_id" field in customerusers to "1". Via SQL. kr Paul "Lars Monsees" <l.monsees(a)atlantisgmbh.de>@otrs.org on 17-09-2003 16:02:03 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: "Otrs (E-Mail)" <otrs(a)otrs.org> cc: Subject: [otrs] CustomerUser import Hello, I used MySQL and sql statements to directly import users (originally from an access databases). The users are listed in phone view, but when I choose one of them I get the text "invalid" printed in red next to the textbox. I have to open the customer in admin view, click on change and save them so I don´t get the error. I also filled the table "customerpreferences" with data (password encrypted of course - copied from a testuser), but it still doesn´t work. What do I have to change so that otrs thinks the user has been created by otrs? btw: An automatic import from e.g. textfiles would be a nice feature. 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?

1 0

Re: [otrs] CustomerUser import
by Paul Rhein 17 Sep '03

17 Sep '03

Hi Lars, Try to set the "valid_id" field in customerusers to "1". Via SQL. kr Paul "Lars Monsees" <l.monsees(a)atlantisgmbh.de>@otrs.org on 17-09-2003 16:02:03 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: "Otrs (E-Mail)" <otrs(a)otrs.org> cc: Subject: [otrs] CustomerUser import Hello, I used MySQL and sql statements to directly import users (originally from an access databases). The users are listed in phone view, but when I choose one of them I get the text "invalid" printed in red next to the textbox. I have to open the customer in admin view, click on change and save them so I don´t get the error. I also filled the table "customerpreferences" with data (password encrypted of course - copied from a testuser), but it still doesn´t work. What do I have to change so that otrs thinks the user has been created by otrs? btw: An automatic import from e.g. textfiles would be a nice feature. 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/

1 0

CustomerUser import
by Lars Monsees 17 Sep '03

17 Sep '03

Hello, I used MySQL and sql statements to directly import users (originally from an access databases). The users are listed in phone view, but when I choose one of them I get the text "invalid" printed in red next to the textbox. I have to open the customer in admin view, click on change and save them so I don´t get the error. I also filled the table "customerpreferences" with data (password encrypted of course - copied from a testuser), but it still doesn´t work. What do I have to change so that otrs thinks the user has been created by otrs? btw: An automatic import from e.g. textfiles would be a nice feature. Lars

2 1

Mysql 4
by Lars Monsees 17 Sep '03

17 Sep '03

Hello, I´m trying to figure out how to update MySQL 3 to 4. Unfortunately, I don´t know how to solve the dependencies as I don´t know if OTRS relies on these packages. Do I have to specify multiple rpms for a simultaneous update? [root@--- root]# rpm -U MySQL-server-4.0.15-0.i386.rpm warning: MySQL-server-4.0.15-0.i386.rpm: V3 DSA signature: NOKEY, key ID 5072e1f5 error: Failed dependencies: libmysqlclient.so.10 is needed by (installed) perl-DBD-MySQL-2.1017-3 libmysqlclient.so.10 is needed by (installed) php-mysql-4.2.2-8.0.8 [root@--- root]# Cheers, Lars

1 0

RE: [otrs] http-link
by Covert, Jake 16 Sep '03

16 Sep '03

I'd be interested in search by date functionality. :-) ********************************* 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: Fernando Schapachnik [mailto:fernando@mecon.gov.ar] Sent: Monday, September 15, 2003 4:43 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] http-link En un mensaje anterior, Martin Edenhofer escribió: > Try the following in you Kernel/Config.pm: > > $Self->{CustomerDBLink} = > 'http://yourhost/customer.php?CID=$Data{"CustomerID"}'; Thanks! That's nice, I've missed it. On a related note, I'm adding some custom funcionality to OTRS. Some of it might of general interest (eg, search tickets by date). I'd like to know if there's interest in getting them in the source tree and if there is, what criteria should patches met to be accepted. Which mailing list/individual is appropiate to discuss that? Thanks! Fernando. _______________________________________________ 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

1 0

Multi-Server question
by Marc Scheuffler 16 Sep '03

16 Sep '03

Hi all, I hope I am doing right. I want to have 2 OTRS-Server connecting the same database. Is this possible? Example: Server 1: running otrs / the database / fetching email Server 2: running otrs frontend - nothing else - and is connecting to the database of server 1 Any problems that I didn't see? Cheers Marc

2 1

http-link
by Fernando Schapachnik 15 Sep '03

15 Sep '03

Hi, I need to show a link to some CGI requiring the customer ID, but I can't make it work. Anybody know the right syntax? I'm using: Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link ... [ 'UserCustomerID', 'CustomerID', 'id', 1, 1, 'var', 'http://URL/script?id=$Data{"CustomerID"}' ], ], but the expansion is not working. Thanks in advance! Lic. Fernando Schapachnik Proyecto de Informática Ministerio de Economía

3 6

Spec file for RH9
by Puschmann-bulk 15 Sep '03

15 Sep '03

Hi List! I'm currently implementing otrs in my office. My preferred Platform is Redhat or FreeBSD. Find below a Patch from current CVS to an Spec-file with looks working on redhat 9. Its an default install with mysql, Apache2, mod-perl. Seems all dependencies where catched witch the installer. I only have one minor problem: When you get on http://otrs/otrs/ you get under the request new PW an Error 403 forbidden to access otrs. The strange is, when you access /otrs-web/ it works. Directory index forbidden by rule: /opt/otrs/bin/cgi-bin/ [root@localhost Desktop]# cat otrs-spec.diff --- root/otrs/scripts/redhat-otrs-8.0.spec 2003-04-17 00:35:25.000000000 +0200 +++ usr/src/redhat/SPECS/otrs.spec 2003-09-15 16:37:34.000000000 +0200 @@ -14,7 +14,7 @@ # -- Summary: The Open Ticket Request System. Name: otrs -Version: 0.0 +Version: 1.1.3 Copyright: GNU GENERAL PUBLIC LICENSE Version 2, June 1991 Group: Applications/Mail Provides: otrs @@ -25,7 +25,87 @@ BuildRoot: %{_tmppath}/%{name}-%{version}-build %description -<DESCRIPTION> +The Open Ticket Request System (http://otrs.org/) is a web based ticket system. + +Feedback: feedback(a)otrs.org + + +Authors: +-------- + Antti Kï¿1/2ï¿1/2ï¿1/2nen <antti at seu.net> + Carsten Gross <carsten at siski.de> + Franz Breu <breu.franz at bogen.net> + Fred van Dijk <fvandijk at marklin.nl> + Gilberto Cezar de Almeida <gilberto at visaonet.com.br> + Jorge Becerra <jorge at icc-cuba.com> + Nicolas Goralski <ngoralski at oceanet-technology.com> + Remo Catelotti <Remo.Catelotti at bull.it> + Stefan Wintermeyer <stefan at wintermeyer.de> + Vladimir Gerdjikov <gerdjikov at gerdjikovs.net> + Martin Edenhofer <martin at otrs.org> + + OTRS is an Open source Ticket Request System with many features to manage + customer telephone calls and e-mails. It is distributed under the GNU + General Public License (GPL) and tested on Linux, Solaris, AIX, FreeBSD, + OpenBSD and Mac OS 10.x. Do you receive many e-mails and want to answer + them with a team of agents? You're going to love the OTRS! + + Feature list: + + Web-Interface: + - Agent web interface for viewing and working on all customer requests + - Admin web interface for changing system things + - Customer web interface for viewing and sending infos to the agents + - Webinterface with themes support + - Multi language support (Brazilian Portuguese, Bulgarian, Dutch, English, + Finnish, French, German, Italian and Spanish) + - customize the output templates (dtl) release independently + - Webinterface with attachment support + - easy and logical to use + + Email-Interface: + - MIME support (attachments) + - dispatching of incoming email via email addess or x-header + - autoresponders for customers by incoming emails (per queue) + - email-notification to the agent by new tickets, follow ups or lock timeouts + + Ticket: + - custom queue view and queue view of all requests + - Ticket locking + - Ticket replies (standard responses) + - Ticket autoresponders per queue + - Ticket history, evolution of ticket status and actions taken on ticket + - abaility to add notes (with different note types) to a ticket + - Ticket zoom feature + - Tickets can be bounced or forwarded to other email addresses + - Ticket can be moved to a different queue (this is helpful if emails are + for a specific subject) + - Ticket priority + - Ticket time accounting + - content Fulltext search + + System: + - creation and configuration of user accounts, and groups + - creation of standard responses + - Signature configuration per queue + - Salutation configuration per queue + - email-notification of administrators + - email-notification sent to problem reporter (by create, locked, deleted, + moved and closed) + - submitting update-info (via email or webinterface). + - deadlines for trouble tickets + - ASP (activ service providing) support + - TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#' + - Ticket number format free setable + - different levels of permissions/access-rights. + - central database, Support of different SQL databases (e. g. MySQL, PostgeSQL, ...) + - user authentication agains database or ldap directory + - easy to develope you own addon's (OTRS API) + - easy to write different frontends (e. g. X11, console, ...) + - a fast and usefull application + + + %prep %setup -n otrs @@ -126,7 +206,242 @@ %config(noreplace) /etc/sysconfig/otrs %config /etc/httpd/conf.d/otrs.conf /etc/rc.d/init.d/otrs -<FILES> + +%config(noreplace) /opt/otrs/Kernel/Config.pm +%config(noreplace) /opt/otrs/Kernel/Config/GenericAgent.pm +%config(noreplace) /opt/otrs/Kernel/Config/ModulesCusto*.pm +%config(noreplace) /opt/otrs/var/log/TicketCounter.log +%config(noreplace) /opt/otrs/.procmailrc +%config(noreplace) /opt/otrs/.fetchmailrc +%config(noreplace) /opt/otrs/.mailfilter +%config(noreplace) /opt/otrs/Kernel/Output/HTML/Standard/*.dtl +%config(noreplace) /opt/otrs/Kernel/Output/HTML/Lite/*.dtl +%config(noreplace) /opt/otrs/Kernel/Language/*.pm +%config(noreplace) /opt/otrs/var/cron/* + +/opt/otrs/RELEASE +/opt/otrs/Kernel/Config/Modules.pm +/opt/otrs/Kernel/Config/Defaults.pm +/opt/otrs/Kernel/Language.pm +/opt/otrs/Kernel/Modules/*.pm +/opt/otrs/Kernel/Output/HTML/*.pm +/opt/otrs/Kernel/System/* +/opt/otrs/bin/* +/opt/otrs/scripts/* +/opt/otrs/var/article/ +/opt/otrs/var/httpd/ +/opt/otrs/var/sessions/ +/opt/otrs/var/spool/ +/opt/otrs/var/tmp/ +/opt/otrs/var/pics/stats/ + +/opt/otrs/Kernel/cpan-lib* + +#test +/opt/otrs/CHANGES + /opt/otrs/COPYING + /opt/otrs/CREDITS + /opt/otrs/INSTALL + /opt/otrs/INSTALL.RedHat + /opt/otrs/INSTALL.SuSE + /opt/otrs/Kernel/Config.pm.dist + /opt/otrs/Kernel/Config/GenericAgent.pm.dist + /opt/otrs/Kernel/Config/GenericAgent.pm.examples + /opt/otrs/README + /opt/otrs/README.application-module + /opt/otrs/README.database + /opt/otrs/README.dtl + /opt/otrs/README.webserver + /opt/otrs/TODO + /opt/otrs/UPGRADING + /opt/otrs/doc/CodingStyleGuide.txt + /opt/otrs/doc/X-OTRS-Headers.txt + /opt/otrs/doc/manual/html/HTML.manifest + /opt/otrs/doc/manual/html/auto-response-closed-new-ticket.html + /opt/otrs/doc/manual/html/auto-response-follow-up.html + /opt/otrs/doc/manual/html/auto-response-reject.html + /opt/otrs/doc/manual/html/auto-response.html + /opt/otrs/doc/manual/html/basics-about-tt.html + /opt/otrs/doc/manual/html/bibliography.html + /opt/otrs/doc/manual/html/configfile-agentarea.html + /opt/otrs/doc/manual/html/configfile-asp.html + /opt/otrs/doc/manual/html/configfile-checkemail.html + /opt/otrs/doc/manual/html/configfile-customqueue.html + /opt/otrs/doc/manual/html/configfile-dbstuff.html + /opt/otrs/doc/manual/html/configfile-fqdn.html + /opt/otrs/doc/manual/html/configfile-log.html + /opt/otrs/doc/manual/html/configfile-login-logout.html + /opt/otrs/doc/manual/html/configfile-notification.html + /opt/otrs/doc/manual/html/configfile-postmaster.html + /opt/otrs/doc/manual/html/configfile-session.html + /opt/otrs/doc/manual/html/configfile-spell.html + /opt/otrs/doc/manual/html/configfile-ticketnumberformat.html + /opt/otrs/doc/manual/html/configfile.html + /opt/otrs/doc/manual/html/coreteam.html + /opt/otrs/doc/manual/html/credits.html + /opt/otrs/doc/manual/html/cronjob-default-cronjobs.html + /opt/otrs/doc/manual/html/cronjob.html + /opt/otrs/doc/manual/html/customer-auth-backend.html + /opt/otrs/doc/manual/html/customer-self-registration.html + /opt/otrs/doc/manual/html/customer-user-backend.html + /opt/otrs/doc/manual/html/customer.html + /opt/otrs/doc/manual/html/docbook.css + /opt/otrs/doc/manual/html/dtl-examles.html + /opt/otrs/doc/manual/html/dtl-theme.html + /opt/otrs/doc/manual/html/dtl.html + /opt/otrs/doc/manual/html/faq.html + /opt/otrs/doc/manual/html/first-steps.html + /opt/otrs/doc/manual/html/foreword.html + /opt/otrs/doc/manual/html/generic-agent-example.html + /opt/otrs/doc/manual/html/generic-agent.html + /opt/otrs/doc/manual/html/gfdl.html + /opt/otrs/doc/manual/html/glossary.html + /opt/otrs/doc/manual/html/index.html + /opt/otrs/doc/manual/html/install-cli.html + /opt/otrs/doc/manual/html/install.html + /opt/otrs/doc/manual/html/ln32.html + /opt/otrs/doc/manual/html/login-with-user-privilege.html + 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/opt/otrs/doc/manual/html/screenshots/add-user-group.png + /opt/otrs/doc/manual/html/screenshots/admin-add-email.png + /opt/otrs/doc/manual/html/screenshots/admin-add-pop3-account.png + /opt/otrs/doc/manual/html/screenshots/admin-interface.png + /opt/otrs/doc/manual/html/screenshots/admin-state.png + /opt/otrs/doc/manual/html/screenshots/bugs-otrs-org.png + /opt/otrs/doc/manual/html/screenshots/first-screen.png + /opt/otrs/doc/manual/html/screenshots/homepage-otrs.png + /opt/otrs/doc/manual/html/screenshots/installer.png + /opt/otrs/doc/manual/html/screenshots/installer1.png + /opt/otrs/doc/manual/html/screenshots/installer2.png + /opt/otrs/doc/manual/html/screenshots/installer3.png + /opt/otrs/doc/manual/html/screenshots/installer4.png + /opt/otrs/doc/manual/html/screenshots/login.png + /opt/otrs/doc/manual/html/screenshots/raw-queue.png + /opt/otrs/doc/manual/html/screenshots/ticket-close.png + /opt/otrs/doc/manual/html/screenshots/ticket-compose.png + /opt/otrs/doc/manual/html/screenshots/ticket-forward.png + /opt/otrs/doc/manual/html/screenshots/ticket-history.png + /opt/otrs/doc/manual/html/screenshots/ticket-note.png + /opt/otrs/doc/manual/html/screenshots/ticket-phone.png + /opt/otrs/doc/manual/html/screenshots/ticket-print.png + /opt/otrs/doc/manual/html/screenshots/ticket-priority.png + /opt/otrs/doc/manual/html/screenshots/ticket-zoom.png + /opt/otrs/doc/manual/html/sebastian.wormser.html + /opt/otrs/doc/manual/html/sending-email.html + /opt/otrs/doc/manual/html/sending-smtp.html + /opt/otrs/doc/manual/html/state.html + /opt/otrs/doc/manual/html/stefan.wintermeyer.html + /opt/otrs/doc/manual/html/stylesheet-images/caution.gif + /opt/otrs/doc/manual/html/stylesheet-images/home.gif + /opt/otrs/doc/manual/html/stylesheet-images/important.gif + /opt/otrs/doc/manual/html/stylesheet-images/next.gif + /opt/otrs/doc/manual/html/stylesheet-images/note.gif + /opt/otrs/doc/manual/html/stylesheet-images/prev.gif + 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/opt/otrs/doc/manual/html/troubleshooting.html + /opt/otrs/doc/manual/html/user-auth-backend.html + /opt/otrs/doc/manual/html/user-backend.html + /opt/otrs/doc/manual/html/user.html + /opt/otrs/doc/manual/html/what-is-a-queue.html + /opt/otrs/doc/manual/html/what-is-a-trouble-ticket.html + /opt/otrs/doc/manual/html/x111.html + /opt/otrs/doc/manual/html/x1729.html + /opt/otrs/doc/manual/html/x1739.html + /opt/otrs/doc/manual/html/x1743.html + /opt/otrs/doc/manual/html/x1749.html + /opt/otrs/doc/manual/html/x1785.html + /opt/otrs/doc/manual/html/x1790.html + /opt/otrs/doc/manual/html/x1794.html + /opt/otrs/doc/manual/html/x1798.html + /opt/otrs/doc/manual/html/x1801.html + /opt/otrs/doc/manual/html/x1804.html + /opt/otrs/doc/manual/html/x1809.html + /opt/otrs/doc/manual/pdf/otrs.pdf + /opt/otrs/doc/manual/sgml/README.sgml + /opt/otrs/doc/manual/sgml/authorgroup.sgml + /opt/otrs/doc/manual/sgml/auto-response.sgml + /opt/otrs/doc/manual/sgml/basics-about-tt.sgml + 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/opt/otrs/doc/manual/sgml/permission.sgml + /opt/otrs/doc/manual/sgml/preamble.sgml + /opt/otrs/doc/manual/sgml/public-faq.sgml + /opt/otrs/doc/manual/sgml/receiving_email.sgml + /opt/otrs/doc/manual/sgml/rfc1297.sgml + /opt/otrs/doc/manual/sgml/sending_email.sgml + /opt/otrs/doc/manual/sgml/system-priority.sgml + /opt/otrs/doc/manual/sgml/system-state.sgml + /opt/otrs/doc/manual/sgml/ticket-topics.sgml + /opt/otrs/doc/manual/sgml/troubleshooting.sgml + /opt/otrs/doc/manual/sgml/user.sgml + /opt/otrs/doc/otrs-database.dia + /opt/otrs/doc/test-email-1.box + /opt/otrs/doc/test-email-2.box + /opt/otrs/doc/test-email-3.box + /opt/otrs/doc/test-email-4-html.box + /opt/otrs/doc/test-email-5-iso-8859-1.box + /opt/otrs/doc/test-email-6-euro-utf-8.box + /opt/otrs/doc/test-email-7-euro-iso-8859-15.box + /opt/otrs/doc/test-email-8-bulgarian-cp1251.box + +%doc INSTAL* UPGRADING TODO COPYING CHANGES READM* doc/* + + %changelog * Thu Feb 12 2003 - martin+rpm(a)otrs.org Mit freundlichen Grüssen Johannes Puschmann IT Österreichisches Patentamt Dresdnerstrasse 87 A-1200 Wien Tel: 01/53424-719 Fax: 01/53424-733

2 1

Rearange in TicketZoom
by Alex Mihicinac 15 Sep '03

15 Sep '03

Hi all, Is there any simple way to put Article(Forward,Bounce,Split) and Change Queue infront of Compose answer (in TicketZoom)? Best regards, Alex

2 4

Privates queue
by Jorge Becerra 11 Sep '03

11 Sep '03

Hi: Is there any way to hide some queues from the clients, in a way that they only can enter message using email or web to publics queues, and that the privates can be used only by the agents ? That is a simplification for something more complex like make group for users with defaults groups, and assign rights to them. Jorge

2 1

forward incoming email
by Ywar2 10 Sep '03

10 Sep '03

I have a problem with forwarding email to a external adress. I get this error: ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Tue Sep 9 21:17:11 2003 Message: Need ArticleType or ArticleTypeID! Traceback (998): Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.11) Line: 58 Module: Kernel::Modules::AgentForward::SendEmail (v1.22) Line: 304 Module: Kernel::Modules::AgentForward::Run (v1.22) Line: 88 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han dler (v) Line: 609 Module: (eval) (v1.58) Line: 187 Module: ModPerl::RegistryCooker::run (v1.58) Line: 187 Module: ModPerl::RegistryCooker::default_handler (v1.58) Line: 159 Module: ModPerl::Registry::handler (v1.99) Line: 16 Can anybody help me with fixing this problem. Yom ________________________________________________________________________ _______ "e-mail disclaimer: This message (including any attachments) is not confidential and may be or may not be privileged. If you have received it by mistake please do not notify the sender by return e-mail and safe this message on your system for later use. Any unauthorised use or dissemination of this message in whole or in part is encouraged by the sender. Please note that there can be mistakes in this e-mail and feel free to change this e-mail in any way you like to improve the content of the message.

2 1

AW: [otrs] Error: Need TicketID!
by "Gärtner, Uwe" 10 Sep '03

10 Sep '03

Hello Tilo, when you create a new Ticket for a special agent with rights only on a special queue be sure you have an email adress assigned to this queue otherwise you get the error-message below. best regards Uwe -----Ursprüngliche Nachricht----- Von: Essig. Tilo [mailto:t.essig@abtis.de] Gesendet: Dienstag, 9. September 2003 09:50 An: otrs(a)otrs.org Betreff: [otrs] Error: Need TicketID! Hello List, now i have another problem, after changing some settings in the adminpanel i try to create a new ticket from customer CPanel. now this error appears: Fehler: Need TicketID! But i don´t know what the problem is! I found a message in the archive that the DB connection is not ok. But everything is working except to create a ticket. Thx a lot Tilo _______________________________________________ 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 This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. LogicaCMG global sponsors, Gartner Symposium, Cannes, 4th -7th November 2003 http://symposium.gartner.com/story.php.id.3323.s.5.html Please note that LogicaCMG does not have control over content from,or availability of, this website

1 0

[feature request] Admin function in the admin area
by Koller Daniel 09 Sep '03

09 Sep '03

Hi, In order to correct some "problematic" mails, I normally want to go into the specific mailbox, delete an email and then restart the mail collection by otrs. (These problems are sometimes related with responses to tickets or mails with attachments; if I have time, I'm going to send failure protocol to the list) Normally I call mail collection by starting the respective perl script. This works only, if I have shell access to the machine. My feature request is to include basic administration function (i.e. manually started mail collection) in the admin interface (for the case if you (like in the office) have no shell access). Kind regards, Daniel ......................................................................... Siemens Business Services GmbH & Co OHG Center of Competence SAP SBS D SOL SAP I CC 2 Carl-Wery-Strasse 22 81739 Munich Germany Mobile: +49 163 6191979 Email: daniel.koller(a)siemens.com Internet: http://www.sbs.de <http://www.sbs.de/> Yahoo Messenger: kollerdaniel

1 0

Error: Need TicketID!
by Essig. Tilo 09 Sep '03

09 Sep '03

Hello List, now i have another problem, after changing some settings in the adminpanel i try to create a new ticket from customer CPanel. now this error appears: Fehler: Need TicketID! But i don´t know what the problem is! I found a message in the archive that the DB connection is not ok. But everything is working except to create a ticket. Thx a lot Tilo

1 0

Presorting mail
by boris＠namebay.com 08 Sep '03

08 Sep '03

we try the following settings in the procmailrc: # -- # Examples for queue presorting. # -- :0 fhw : * From:.*@stats.validname.com | formail -I "X-OTRS-Queue: mailerdaemon" and # -- # Examples for queue presorting. # -- :0 fhw : * From: MAILER-DAEMON(a)stats.validname.com | formail -I "X-OTRS-Queue: mailerdaemon" It look like these email do not go in the mailerdeamon queue but still in the TO queue. Where is the mistake ? By the way Martin about the /// we replace it by \\\ and it shown "d\administration" ;o) Best regards -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

2 1

nitificartion for some queues
by Jorge Becerra 08 Sep '03

08 Sep '03

Hi: I have the otrs running, i have some queues but i only want to receive notifications from some of them even when i have rw right for alls. There are another people who need to receive notifications from the queues i don't want to receive. I don´t find some way to do that. Is something to enable it? Jorge

3 2

Seraching only in Notes
by Marco Cintolesi 08 Sep '03

08 Sep '03

Hi all, Here in Technets we use the "note" feature with standard codes to identify some problems with the customer (tipically, most used code is $$$ "the customer have to pay the last invoice" :-) We'd like to have the possibility to search only in notes text, with a checkbox in the "search" form. It is possbile to insert this in the To-Do for the next version ? Go ahead...OTRS is great !! Marco Cintolesi Technets srl - Firenze - Italy

2 1

Email ist nicht laut rfc
by web4.hm - Peter Padberg 08 Sep '03

08 Sep '03

Hi! Ein Kunde schickte uns eine Email von -mort-(a)arcor.de Als wir Ihm antworten wollten, kam ein Fehler vom otrs das angeblich diese Emailadresse nicht RFC... conform ist. Ich weiß, was die RFCs sind. Aber ein - ist doch erlaubt oder? Oder stimmt im otrs evtl. ein REGEX nicht? Gruß, Peter. -- _________________________________________________________________ web4.hm Pyrmonter Str. 42 D-31789 Hameln fon: +49-5151 60 99 70-0 Peter.Padberg(a)web4.hm fax: +49-5151 60 99 70-1 http://web4.hm

3 3

Moving the complete OTRS installation to a different machine
by Ortner, Uwe 08 Sep '03

08 Sep '03

Hello, what is to do, if I want to move my OTRS installation to a different server? Any hints are appreciated Uwe

2 1

change URL-Type
by Andreas Kienle 08 Sep '03

08 Sep '03

Hello, where can I change the URL-Type (eg. in the footer of any E-Mail) from http to https. I want to get these sites only with https. thx all Andreas Kienle -- http://www.kath-kirche-wd.de

2 1

Deleting trashmail from OTRS
by Anders Hinding 08 Sep '03

08 Sep '03

Hello, first a thank you to Florian Gattung for the suggestion as to how to close all the viramails we have recieved. Now I have another question. We have heaps of mails in the OTRS-system that really is spam and mails that we dont need in there, simply junk that fills up the database. Does anyone know a script (perhaps in php) that can delete all those mails, so they wont be in the system at all anymore? (having around 120000 sobig related mails and lots of other spam). Thanks in advance. Med venlig hilsen / Best regards Anders Hinding

5 8

Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ?
by Pedro Rebelo 08 Sep '03

08 Sep '03

I have finally fixed the problem. I am closing this "thread" and sending a fix to whoever might have the same problem. On the box otrs is running on, I had installed qmail's sendmail binary of the qmail-mini's package. The sendmail binary contacts a QMQP server to send an email. The parameters of the sendmail binary on Config.pm must have the following order: $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -t -i -f '; The critical flag is '-f' that must always be the last one. This fixes all the stupid followups. Best regards to all OTRS users and developers. Pedro Rebelo -- Original Message -- From: Graham Smith <G.T.Smith(a)bham.ac.uk> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Send: 2003-09-08 Subject: Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ? Having a brief glance at this it is possible that the user is sending a notification of receipt that contains the ticket ID in subject heading. Some mail systems send such messages whether or not the sender requested them, which is not entirely friendly for an automated mail response system. This could be interpreted as a genuine follow up message. Have you looked at the follow up message? (I have had a problem recently with a site sending such a notification without the ticket ID that set up a rather irritating mail->response loop). I have also seen this happen with users out of office and vacation messages. One trick would be to use the procmail pre-processor to identify such messages and send them to a queue that does not auto-respond (if possible). I have not noticed any settings in OTRS itself to handle this issue. On Mon, 2003-09-08 at 02:00, Pedro Rebelo wrote: > Been there, done that. Didn't work. > Here's an output of a ticket history: > > Action: Comment: Zoom: User: Createtime: > NewTicket New Ticket [200309074223] created (Q=Postmaster;P=3 normal;S=new). x root@localhost (Admin OTRS) 09/07/2003 23:15:21 > SendAutoReply Sent auto response to 'person(a)email.com' x root@localhost (Admin OTRS) 09/07/2003 23:15:21 > CustomerUpdate CustomerID updated to 'person(a)email.com'. CustomerUser updated to 'person@email.c[..] - root@localhost (Admin OTRS) 09/07/2003 23:15:22 > FollowUp FollowUp for [200309074223]. x root@localhost (Admin OTRS) 09/07/2003 23:15:23 > StateUpdate Old: 'new' New: 'open' - root@localhost (Admin OTRS) 09/07/2003 23:15:23 > > How can I deactivate the annoying FollowUps ? > > -- Original Message -- > From: Robert Kehl <mailinglists(a)robertkehl.de> > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Send: 2003-09-07 > Subject: Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ? > > Am Fre, 2003-09-05 um 20.20 schrieb Pedro Rebelo: > > > How can I disable all this followups that the system sends to itself after > each auto-response or forward ? > > The system is actually sending the emails to user 0, I believe, not to > the "system". Change the user preferences for the user with user id 0 > to > not get notify anymore when new tickets are in the custom queue. > > 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 > > > > > > _______________________________________________ > 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 _______________________________________________ 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

1 0

How to disable Safemode ?
by Essig. Tilo 08 Sep '03

08 Sep '03

Hello, I want to use the installer.pl again. Bit if i itry to use it, the system tells me to disable the SafeMode in Config.pm. Ok i disabled it in the File Config.pm # SecureMode # (Enable this so you can't use the installer.pl) # $Self->{SecureMode} = 0; But if i try again to use the installer.pl, the same errormsg appears. How can i fix this problem ? Thx Tilo

2 1

AW: [otrs] Support for customer/company/employee/contact persons
by Thorsten Philipp 07 Sep '03

07 Sep '03

Hi Gerold, Hi Martin, > -----Ursprungliche Nachricht----- > Von: Martin Edenhofer [mailto:martin@edenhofer.de] > Gesendet: Donnerstag, 4. September 2003 21:54 > An: User questions and discussions about OTRS. > Betreff: Re: [otrs] Support for customer/company/employee/contact > persons > > > Hi Gerold, > > On Wed, Sep 03, 2003 at 04:23:14PM +0200, Gerold Gruber wrote: > > as far as I saw and understand OTRS (1.0, 1.1.1), > > there is currently only the single caller/mail writer > > as customer model implemented. > > I am looking for support for a customer (which means > > a company with possibly several employees/ contact persons) > > model, which would make it possible to use OTRS in > > much more companies as with the simple structureless > > idea of the "patient". We had the same "problem" here. > > If there are such intentions and manpower is the missing > > thing, I'm willing to invest into such an implemention > > with a little team of software developers. > > I'm not sure if you are looking for that, but OTRS is able to > deal with customers (contact persons) which can have the same > customer id (one company). That's our current workaround. Would be nice if you could add a part in the documentation describing the actual meaning of the field. We really can't figure out. Also we are using it now as some kind of free field > > -=> That means a customer can see all tickets in the > customer interface with the same customer id. > That's great news > > Greetings > > > > Paul (aka Gerold Gruber) > > Martin Thorsten > > -- > Martin Edenhofer - <martin at edenhofer.de> - > http://martin.edenhofer.de/ > -- > Perfection is our goal, excellence will be tolerated. -- J. Yahl > > _______________________________________________ > 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 >

2 1

Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ?
by Pedro Rebelo 07 Sep '03

07 Sep '03

Take the following example (i'm very sorry for the large output): Action: Comment: Zoom: User: Createtime: NewTicket New Ticket [20030904428] created (Q=Postmaster;P=3 normal;S=new). x root@localhost (Admin OTRS) 09/04/2003 19:34:43 SendAutoReply Sent auto response to 'PERSON 1 <person1(a)email.com>' x root@localhost (Admin OTRS) 09/04/2003 19:34:43 CustomerUpdate CustomerID updated to 'person1(a)email.com'. CustomerUser updated to 'person1@ema[..] - root@localhost (Admin OTRS) 09/04/2003 19:34:43 FollowUp FollowUp for [20030904428]. x root@localhost (Admin OTRS) 09/04/2003 19:34:45 StateUpdate Old: 'new' New: 'open' - root@localhost (Admin OTRS) 09/04/2003 19:34:45 OwnerUpdate New Owner is 'Person2' (ID=2). - Person2 (Person 2) 09/04/2003 19:41:15 Lock Ticket lock. - Person2 (Person 2) 09/04/2003 19:41:15 Forward Forwarded to 'person3, ' x Person2 (Person 2) 09/04/2003 19:41:41 FollowUp FollowUp for [20030904428]. x root@localhost (Admin OTRS) 09/04/2003 19:41:42 Unlock Ticket unlock. - Person2 (Person 2) 09/04/2003 19:42:08 Lock Ticket lock. - Person2 (Person 2) 09/04/2003 20:20:37 Forward Forwarded to 'person3(a)email.com, ' x Person2 (Person 2) 09/04/2003 20:21:00 FollowUp FollowUp for [20030904428]. x root@localhost (Admin OTRS) 09/04/2003 20:21:02 Unlock Ticket unlock. - Person2 (Person 2) 09/04/2003 20:21:17 How can I disable all this followups that the system sends to itself after each auto-response or forward ? Thank you. -- Mensagem Original -- De: Martin Edenhofer <martin(a)edenhofer.de> Para: "User questions and discussions about OTRS." <otrs(a)otrs.org> Enviar: 04/09/2003 Assunto: Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ? Hi Pedro, On Thu, Sep 04, 2003 at 09:29:54PM +0100, Pedro Rebelo wrote: > On my tickets, when I click on the History tab, it shows a followup > right after the auto-reply response. How can I disable these annoying followups ? I can't follow you. Maybe there is a loop! Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ 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

2 1

Getting New posts to a Queue to email someone
by jim 07 Sep '03

07 Sep '03

Hi All, Does anyone know a quick way to get new tickets entered into queue by a user to email someone? I'd need this because people do not have a habit of checking OTRS everyday. thanks Jim

2 1

Known Problems with OTRS and Confixx ?
by Essig. Tilo 05 Sep '03

05 Sep '03

Are there any known problems installing OTRS on a Linux System with Confixx installed on it ? I want to do this, but i don´t want to crash my system. Thx Tilo

2 1

Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ?
by Dennis.Buehring＠net-and-works.de 05 Sep '03

05 Sep '03

Hi, i solved my problem by adding a if-statement that checks if the ticket is of article_type 'phone' before sending auto-answers. (in Article.pm) But thanks for your answer. mfg Dennis

1 0

Customer User to see Queue
by Nagies Stefan 05 Sep '03

05 Sep '03

Hi all... it wasn't actually me writing in German... i was on the the road and asked a collegue to write a note but anyway.... it is an important feature for me that i can organize customers in groups and that a customer can see all tickets of that group. ...since i can't give all customers in that group the same id is it possible to use the agent view and pass on some generic auth in the request.? thanx ********************************************************************** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been checked for the presence of computer viruses. ******************************************************************

1 0

Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ?
by Pedro Rebelo 04 Sep '03

04 Sep '03

On my tickets, when I click on the History tab, it shows a followup right after the auto-reply response. How can I disable these annoying followups ? Thanks -- Mensagem Original -- De: Martin Edenhofer <martin(a)edenhofer.de> Para: "User questions and discussions about OTRS." <otrs(a)otrs.org> Enviar: 04/09/2003 Assunto: Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ? Hi Dennis, On Wed, Sep 03, 2003 at 02:42:42PM +0200, Dennis.Buehring(a)net-and-works.de wrote: > i dont want the agents to receive the auto-replies. > I want auto-replies only to be send when a customer creates a ticket via > the customer-interface. In this case you need to create a agent-raw queue with no auto-reply. A auto-reply is just configurable for a queue (not for sender source types). > mfg > Dennis Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ 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

2 1

Is it possible to use auto-reply only for Ticker that are created via the customer-interface ?
by Dennis.Buehring＠net-and-works.de 04 Sep '03

04 Sep '03

Hi, i dont want the agents to receive the auto-replies. I want auto-replies only to be send when a customer creates a ticket via the customer-interface. pls help me !!! :) mfg Dennis

2 1

Support for customer/company/employee/contact persons
by Gerold Gruber 04 Sep '03

04 Sep '03

Hi OTRS, as far as I saw and understand OTRS (1.0, 1.1.1), there is currently only the single caller/mail writer as customer model implemented. I am looking for support for a customer (which means a company with possibly several employees/ contact persons) model, which would make it possible to use OTRS in much more companies as with the simple structureless idea of the "patient". If there are such intentions and manpower is the missing thing, I'm willing to invest into such an implemention with a little team of software developers. So pls let me know, if I have overseen existing things, or if anybody else in interested in such a beast. Greetings Paul (aka Gerold Gruber)

2 1

Delete Customers + ChangeSystemEmailAddress
by Karb, Eduard 04 Sep '03

04 Sep '03

hi guys, 1. how can i delete customer-accounts? i dint find a delete-option in the web-interface... 2. If i reply to tickets, OTRS uses the right email-address for sending ( otrs(a)xxx.de) but if a customer creates an account, he gets a reply from another email-address ( user(a)xxxx.de) how can i change that?? thank you

2 1

AW: [otrs] Combine Customer DB with Portal
by Nagies Stefan 04 Sep '03

04 Sep '03

Hallo... wie configuriere ich denn das ein kunde alle tickets eines queues sehen kann....? _____ Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Di 02.09.2003 23:26 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Combine Customer DB with Portal Hi Stefan, On Mon, Sep 01, 2003 at 10:30:44AM +0200, Nagies Stefan wrote: > i am running OTRS and i am quite happy with it.. > > we also have a portal that uses a mysql db for user authentication... what i > would like to do is to tell otrs that customers log on and are authenticated > with that other db...how do i do that? In this case you need to patch Kernel/System/CustomerAuth/DB.pm because it's not a generic database auth module. > Stefan Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ <http://martin.edenhofer.de/> -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ 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> ********************************************************************** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been checked for the presence of computer viruses. ******************************************************************

2 1

Archiving solution
by Koller Daniel 04 Sep '03

04 Sep '03

Hi, We experienced the growth of the otrs ticket database; is there a solution for archiving solved tickets? (means removing tickets from the database in order to reintegrate the if needed, Kind regards, Daniel

2 1

RE: How to deal with calls from new customers?
by Ben Gladstone 04 Sep '03

04 Sep '03

jonathan - we've hit the same issue and solved it with a little hacking of html forms. the agent enters the caller into a name & email form, and the next page they see is the phoneview form with that caller already entered as a valid user. Note: - agent needs to be logged in to otrs first - caller will get a new-user-email. we dress this up as a courtesy/privacy notice. - you no longer have a functional customer self-entry point. you could get around this by more serious code work 1. new entry page: has the 'create new customer' form from the customer entry page. It posts title, firstname, lastname and email to customer.pl with action=CustomerCreateAccount. This takes the user's name & email and creates them as an otrs user. You will then get... 2. ...the response page from customer.pl which is CustomerLogin.dtl, now modified to be a blank page with the customer lookup form from the phoneview page. The body of this page is <body onLoad="document.compose.ExpandCustomerName.value='1'; document.compose.submit(); return false;" > <form action="http://ourdomain.com/otrs/index.pl" method="post" name="compose"> <input type="hidden" name="Action" value="AgentPhone"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="ExpandCustomerName" value="0"> <input type="hidden" name="SelectedCustomerUser" value=""> <input type="hidden" name="TicketID" value=""> <input type="hidden" name="From" value="test3(a)usersdomain.com"> </form> </body> 3. this blank page auto-submits itself and takes you into the phoneview page with the new customer already selected. - ben ------------------------------ Message: 4 Date: Wed, 3 Sep 2003 08:49:07 -0700 From: "Jonathan Cutting" <jcutting(a)integratedbio.com> Subject: [otrs] How to deal with calls from new customers? To: <otrs(a)otrs.org> Message-ID: <97B18AEA3BE6D44AB32B9216D8FD3E3734168E(a)napa-mail.integratedbio.com> Content-Type: text/plain; charset="iso-8859-1" Hi, What is the recommended way of dealing with calls from new customers? For example, someone calls a help desk who doesn't exist as a 'customer' in OTRS. How can an agent (without admin privileges!) enter in information about a new customer? Right now it won't let me create a new ticket in PhoneView without selecting a valid customer in the From field. Is there something that I'm missing here? Jonathan

1 0

RE: [otrs] <OTRS_CUSTOMER_FIRSTNAME>
by Ron Shannon 04 Sep '03

04 Sep '03

Go to AdminArea, select Salutations, then select and edit ("change") the "system standard salutation (en)" or create your own new one. In either case, a customize field shouldn't be necessary, just edit the free text in the standard salutation form. Ron -----Original Message----- From: Adrian Noble [mailto:anoble@cohasset.com] Sent: Wednesday, September 03, 2003 9:20 AM To: otrs(a)otrs.org Subject: [otrs] <OTRS_CUSTOMER_FIRSTNAME> Hi, Is it possible to create customized fields in our auto-responses? We would like to be less formal in our replies and have something like: Hi <OTRS_CUTSOMER_FIRSTNAME>, rather than: Dear <OTRS_CUSTOMER_REALNAME>, Is there a way to create this? Thanks, Adrian _______________________________________________ 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

1 0

Stats question
by Covert, Jake 04 Sep '03

04 Sep '03

I see on the stats page, there are some numbers presented about the system as a whole. These are: State Tickets open 30 new 24 closed successful 2076 closed unsuccessful 138 pending auto close+ 2 pending reminder 1 all 2271 I would like to know how I can add a couple of these to the 'ticket_history_type' table that feeds the mkStats.pl script? Having: closed successful, closed unsuccessful, pending auto close+, pending reminder, and pending auto close- In that table would really help out, as we could then chart those on a month-by-month basis, instead of 'since the beginning of time'. Appreciate your thoughts on how I might do this. P.S. As an aside note, when pairing down the specific stats you want displayed, using Alex's code chunk, if you want to reference an ID from the ticket_history_table that's more than one digit (ala, 14 or 35), just put the number in single quotes: '23' or '25', otherwise, it will read only the first digit. Cheers, :-) ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com <http://www.eds.com> *********************************

1 0

<OTRS_CUSTOMER_FIRSTNAME>
by Adrian Noble 03 Sep '03

03 Sep '03

Hi, Is it possible to create customized fields in our auto-responses? We would like to be less formal in our replies and have something like: Hi <OTRS_CUTSOMER_FIRSTNAME>, rather than: Dear <OTRS_CUSTOMER_REALNAME>, Is there a way to create this? Thanks, Adrian

1 0

How to deal with calls from new customers?
by Jonathan Cutting 03 Sep '03

03 Sep '03

Hi, What is the recommended way of dealing with calls from new customers? For example, someone calls a help desk who doesn't exist as a 'customer' in OTRS. How can an agent (without admin privileges!) enter in information about a new customer? Right now it won't let me create a new ticket in PhoneView without selecting a valid customer in the From field. Is there something that I'm missing here? Jonathan

1 0

Malfunction of ticket lock ?
by Duarte Cordeiro 03 Sep '03

03 Sep '03

I run into a problem today... Someone took a ticket from a queue and took control of it: Lock Ticket lock. - cfernandes (Carlos Fernandes) 08/28/2003 11:41:04 OwnerUpdate New Owner is 'cfernandes' (ID=4). - cfernandes (Carlos Fernandes) 08/28/2003 11:41:04 Another user suposelly looked to the queue and saw that ticket (I suppose it happened before the lock). And promptely went to solve it, taking its ownership: SendCustomerNotification Sent notification to '"Helpdesk" <helpdesk(a)xxx.com>'. 08/28/2003 11:41:05 OwnerUpdate New Owner is 'jmartins' (ID=6). - jmartins (Jorge Martins) 08/28/2003 11:43:30 How the hell can this happen ? Even if the later user view hasn't refreshed (and for him the ticked is still unlocked and without owner), OTRS shouldn't allow a user to take ownership from a ticket who is already assigned... or should ? I though that when a user locks and sets the ticket ownership to him, it disappeared from the other users views.. Am I wrong with this though ? Thanks, DC

3 4

fetchmail ;-(
by Andreas Kienle 02 Sep '03

02 Sep '03

Hello, I try to fetch my Mails via fetchmail. Know when I start fetchmail with usr \'otrs\' i got the following error: --snip-- Output from command /usr/bin/fetchmail -a .. fetchmail: lock creation failed. --snap-- where is my misstake?? thx all cu Andreas Kienle

2 1

Problem with procmailrc
by boris＠namebay.com 02 Sep '03

02 Sep '03

we try the following settings in the procmailrc: # -- # Examples for queue presorting. # -- :0 fhw : * From:.*@stats.validname.com | formail -I "X-OTRS-Queue: mailerdaemon" or # -- # Examples for queue presorting. # -- :0 fhw : * From: MAILER-DAEMON at stats.validname.com | formail -I "X-OTRS-Queue: mailerdaemon" It look like these email do not go in the mailerdeamon queue but still in the TO queue. Where is the mistake ? By the way Martin about the /// we replace it by \\\ and it shown "d\administration" ;o) Best regards -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

2 1

LDAP Setup
by Thorsten Philipp 02 Sep '03

02 Sep '03

Hi all, I'm curretnly trying to setup LDAP User Auth. When I enter the username and password nothing happens. The only thing I've found is this log entry [Mon Sep 1 17:13:22 2003][Notice][Kernel::System::Auth::LDAP::Auth] User: tphilipp login failed: 'Invalid credentials' (REMOTE_ADDR: 10.1.25.13). The user 'tphilipp' exists in both the otrs DB and the LDAP tree. LDAP section from documentation is very short. So I hope getting some more feedback on LDAP here. Beste Grüße Thorsten Philipp Thorsten.philipp(a)netage.de Netage solutions GmbH -- Dingolfingerstr. 6 -- 81673 München T : (+49) (89) 666 584 - 0 -- F : (+49) (89) 666 58 4 - 11 <http://www.netage.de/>

2 1

Owner update with Browser-'BACK'-Button -UPDATE-
by Dennis.Buehring＠net-and-works.de 02 Sep '03

02 Sep '03

Hi, the owner changes immediately after clicking the 'close' link even if you dont click 'submit' !!!! mfg Dennis

2 1

Auto Responses - Closed tickets
by Pedro Rebelo 02 Sep '03

02 Sep '03

Hello there. Whenever the agent closes a ticket and makes a note, I would like the customer who requested the ticket to get notified (via email) that his problem was solved (or not). I would also like him to receive the note in the same email. How can that be done ? Thank you.

3 3

Combine Customer DB with Portal
by Nagies Stefan 02 Sep '03

02 Sep '03

Hi all... i am running OTRS and i am quite happy with it.. we also have a portal that uses a mysql db for user authentication... what i would like to do is to tell otrs that customers log on and are authenticated with that other db...how do i do that? Stefan ********************************************************************** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been checked for the presence of computer viruses. ******************************************************************

2 1

Junk Bin Deletion: Bug Or Feature?
by Charles R. "Rusty" Thompson 02 Sep '03

02 Sep '03

I've been playing again. :) I set up the junk folder to delete our junk mail when GenericAgent runs. While messing around with that I was looking through some older closed tickets and noticed the Queue dropdown was still active... so out of curiousity I dropped one of our first test cases in there and sure enough, it was deleted on the next pass. So my question. Is that supposed to happen, and when it does, what happens to the associated message thread? Is this a hole in OTRS that allows you to accidentally wipe out the originating message, or is the system set up where all child elements of a thread are removed when GenericAgent makes it's pass? Charles

1 0

Feature request - Meta Ticket Identifier
by Covert, Jake 02 Sep '03

02 Sep '03

Can we have a high-level ticket title? When I go into all of my tickets I currently own, I try to remember which ticket is related to what. The problem with this is they manner is which the tickets are identified. The most distinguishing characteristic right now is the 'Subject line'. But the subject line is constantly changing as emails are sent back and forth between customer, user and interested third parties. What I propose, is a ticket title of sorts. This would remain constant and be used as a way to quickly identify a ticket (without having it change). Any thoughts or ideas? :-) ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com <http://www.eds.com> *********************************

1 0

Follow up Non-sense
by Pedro Rebelo 02 Sep '03

02 Sep '03

Whenever I activate the auto-reponse "reply", it works fine: the customer sends a mail to the OTRS system and then receives a notification. The problem is, that when I click on the History link of that same Ticket, i have a stupid follow up: FollowUp FollowUp for [20030902....] And the follow up is nothing but the auto-reply with one more blank line at the end. How can i remove this from the system ?

1 0

Owner update with Browser-'BACK'-Button
by Dennis.Buehring＠net-and-works.de 02 Sep '03

02 Sep '03

Hi, i've got a Problem with the 'close'-form, when someone clicks on 'close' and then decides to do something else first and clicks the browsers 'BACK' -button he will become the new Owner of the Ticket. This applies to unlocked Tickets. A bug ? mfg Dennis

1 0

How does an OTRS user originate a ticket?
by Seth Brundle 02 Sep '03

02 Sep '03

We have been using OTRS for several months, and although we have found the configuration and setup design a bit confusing and non-intuituve, we have been able to get it to do what we need, and it does it well. One example: it took 3 of us, a Perl/UNIX web programmer and two Linux system administrators with over 20 years of combined experience (and all of whom have used online ticketing systems extensively), about 5 hours to figure out how to make some autoresponses stop sending in German. :| But like I said, once we got the thing configured, it does what we need very well. However, we cannot seem to find any way to originate a ticket to a user, only respond. I know there has to be a way to do this, but we give up. Any help appreciated.

4 4

(no subject)
by Pedro Rebelo 02 Sep '03

02 Sep '03

Whenever i close a ticket, it comes back to me as a locked ticket. I can never close a ticket...did anyone have this problem? Thank you.

1 0

Re: [otrs] $Self->{FQDN}
by Jorge Becerra 31 Aug '03

31 Aug '03

Hi: I means, the notification sender email. The queue sender email is normally the system email assigned to the queue and works fine. Jorge > Date: Wed, 27 Aug 2003 20:45:33 +0200 > From: Martin Edenhofer <martin(a)edenhofer.de> > Subject: Re: [otrs] $Self->{FQDN} > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <20030827184533.GU20763(a)esanta.pureserver.info> > Content-Type: text/plain; charset=unknown-8bit > > Hi Jorge, > > On Wed, Aug 27, 2003 at 02:42:19PM -0500, Jorge Becerra wrote: > > I am using OTRS on a host where we have virtual domains for email and > > hosting. > > > > The config file specify only one var for both of them, i want to make the > > difference between email and hosting and not to use the same $Self->{FQDN} > > for both, > > the email and the link to the ticket. I don´t what to use the same. For > > example: > > email: otrs(a)someplace.com > > link: > > http://www.otherplace.com/otrs/index.pl?Action=AgentZoom&TicketID=1234 > > > > Is there any way to do that? > > Of course! ,) > > But you need to clarify what you mean with email, notification sender emails > or queue sender emails? > > > Jorge > > Martin

2 1

post message from agent interface
by Jorge Becerra 31 Aug '03

31 Aug '03

Hi: I read something on the documentation about: # AgentCanBeCustomer # (use this if an agent can also be a customer via the agent interface) $Self->{AgentCanBeCustomer} = 1; But i can´t make it works. Is there any link on the agent interface to post a new ticket other than phone message or the agent need to login using the client interface? I prefer if the link to create the new ticket were on the agent interface, but i can´t make it work. Maybe a link to AgentCompose.pm is missing. Jorge

2 1

RE: [otrs] Creating new tickets
by gilles.massen＠restena.lu 29 Aug '03

29 Aug '03

Hi Paul, Supposing you do not have a problem I had not, the agentemail does not create two tickets, but does create two articles (with exactly the same content) as it is patchwork of pieces from AgentPhone (for creating a new ticket) and SendEmail parts (which create an article when sending an email). For me it's an unpleasant side-effect due to the quick'n'dirty approach (mainly the dirty part...). Probably it would be reasonably easy for someone with good knowledge of the inner workings of OTRS to make a clean implementation of this (the code is very clear an well documented) but starting from scratch I'd have taken too mich time. Of course if there is another problem, please let me know. But let's take the discussion off the list as I do not want to create confusion between the official release and some patchwork lying around.... Regards, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 "Paul" <otrs-users(a)neenerville.com> Sent by: otrs-bounces(a)otrs.org 08/26/2003 16:48 Please respond to "User questions and discussions about OTRS." To: <otrs(a)otrs.org> cc: Subject: RE: [otrs] Creating new tickets and merging tickets We've run into problems using the supplied agentemail module--it appears to create two tickets. Wouldn't a better alternative be to skip the phoneview entry altogether? > -----Original Message----- > From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org] On > Behalf Of gilles.massen(a)restena.lu > Sent: Thursday, August 21, 2003 1:55 AM > To: otrs(a)otrs.org > Subject: Re: [otrs] Creating new tickets and merging tickets > > > Hi Mike, > > > Sorry for the late answer...I only got around to answer this. > > Actually the subject is a bit confusing. The function I added > is only for > "creating" tickets, but has nothing to do with the merge. The > code for the > creation of new tickets has been posted on the mailing list > somewhere on > July. For the "merge" I'm waiting for an "official" solution. > > Best, > Gilles > > -- > RESTENA - DNS-LU > 6, rue Coudenhove-Kalergi > L-1359 Luxembourg > tel: (+352) 424409 > fax: (+352) 422473 > > > > > Mike Witkowski <witkowsk(a)pop900.gsfc.nasa.gov> > Sent by: otrs-admin(a)otrs.org > 07/29/2003 13:22 > Please respond to otrs > > > To: otrs(a)otrs.org > cc: > Subject: Re: [otrs] Creating new tickets and > merging tickets > > > Gentlemen: > > I would also be very interested in the ticket merge > functionality. > If you could point me to your modules I would greatly appreciate it. > > Michael Witkowski > > > Paul wrote: > Hi Gilles, > > I'd be very interested in seeing the changes you've made. I'm > about to embark on adding the same features to our > installation and would > appreciate > any help getting the ball rolling. > > Best wishes, > Paul > > > -----Original Message----- > From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org] On > Behalf Of > Sent: Friday, June 27, 2003 1:56 AM > To: otrs(a)otrs.org > Cc: brian(a)mylinuxisp.com > Subject: Re: [otrs] Creating new tickets and merging tickets > > > Hi Brian, > > I've finished a quick'n'dirty implementation of that > function. Although I > doubt that this would be a starting point for actual OTRS > code, it works > (with some sideeffects due to my lack of understanding of the guts of > OTRS). But as a Module it is easy to put in place and there > should not be > any major issues with updates along the 1.1 path, or the > correct working > of OTRS in that matter. > > If there is interest I'll put a small install doc together > with the files > and post it here... > > Best, > Gilles > > > > > _______________________________________________ > 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 > > > > > > > _______________________________________________ > 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 > _______________________________________________ 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

1 0

Sub-Queue Problem
by L. Mark Stone 28 Aug '03

28 Aug '03

We rebuilt our OTRS server, and took the opportunity to do a fresh install of OTRS 1.1.3 on SuSE 8.2. For each client, we set up three sub-queues: Incoming, Closed and Invoiced. In each client's email system, we set up an account always named "Trouble(a)clientdomain.com", and we instruct users at each client to use this address when making new tickets. We then make in OTRS POP3 email accounts for each client, and set the queue for newly fetched emails to Incoming. But the emails are not going into the Incoming sub-queue, they are going into the top queue. Plus, no auto responders are being sent (although this probably because the incoming email is going into the wrong queue). Example: Client is Acme Publishing (fake name). We set up a parent queue called Acme Publishing, and the Acme Publishing::Incoming subqueue, along with a POP3 email address "trouble(a)acmepub.com". OTRS fetches the emails just fine, but deposits them in the Acme Publishing queue, not the Acme Publishing::Incoming queue. So, where do you all think I have gone wrong? Thanks! Mark P.S. In our old OTRS setup, using SuSE 8.1 and OTRS 1.1.2, this setup did work OK. L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Web: http://www.RNoME.com

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RE: [otrs] Malfunction of ticket lock ?
by Erik Mathis - ATL Dunwoody Staff 28 Aug '03

28 Aug '03

That's correct, does jmartins have admin rights? If so then he can do as he pleases. Erik Mathis AIU Dunwoody Network Administrator > -----Original Message----- > From: Duarte Cordeiro [mailto:Duarte.Cordeiro@cm-lisboa.pt] > Sent: Thursday, August 28, 2003 8:08 AM > To: 'User questions and discussions about OTRS.' > Subject: [otrs] Malfunction of ticket lock ? > > > I run into a problem today... > > Someone took a ticket from a queue and took control of it: > > Lock Ticket lock. - cfernandes (Carlos Fernandes) > 08/28/2003 11:41:04 > OwnerUpdate New Owner is 'cfernandes' (ID=4). - cfernandes (Carlos > Fernandes) 08/28/2003 11:41:04 > > Another user suposelly looked to the queue and saw that > ticket (I suppose it happened before the lock). And promptely > went to solve it, taking its ownership: > > SendCustomerNotification Sent notification to '"Helpdesk" > <helpdesk(a)xxx.com>'. 08/28/2003 11:41:05 > OwnerUpdate New Owner is 'jmartins' (ID=6). - jmartins (Jorge > Martins) 08/28/2003 11:43:30 > > How the hell can this happen ? > Even if the later user view hasn't refreshed (and for him the > ticked is still unlocked and without owner), OTRS shouldn't > allow a user to take ownership from a ticket who is already > assigned... or should ? > > I though that when a user locks and sets the ticket ownership > to him, it disappeared from the other users views.. Am I > wrong with this though ? > > Thanks, > > DC > > _______________________________________________ > 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 >

2 1

auto-replies appear in AgentZoom
by Dennis.Buehring＠net-and-works.de 28 Aug '03

28 Aug '03

Hi, is it possible remove auto-replies from the AgentZoom ? mfg Dennis

1 0

Antwort: Re: [otrs] Add a new field to Customer User Backend
by Rene.Fertig＠cne.de 28 Aug '03

28 Aug '03

Hi Martin, > On Tue, Aug 26, 2003 at 05:35:34PM +0200, Rene.Fertig(a)cne.de wrote: >> I just added a field 'phone' to the database table customer_user and to >> the customer user backend (Kernel/Config/Default.pm) as described in the >> documentation (10.2.1. at the 1.1-manual). >> >> Unfortunately no new field appears at the page 'Customer User' on the >> admin area. >> >> Did I missed something? > Try to restart your webserver (if you use mod_perl). Some things are such simple ... Of cause, this helped! Perhaps this should be mentioned within the docs? Thank you verry much! Rene

1 0

Running with Apache2
by Jens Dobberthin 28 Aug '03

28 Aug '03

Salut, when I try to access my http//mydomain/otrs I get the following error messages: [Tue Aug 26 17:24:00 2003] -e: Apache::Reload: Can't locate /var/home/otrs/Kernel/Config/Defaults.pm [Tue Aug 26 17:24:00 2003] -e: Apache::Reload: Can't locate /var/home/otrs/Kernel/Modules/AgentOwner.pm [Tue Aug 26 17:24:00 2003] -e: Apache::Reload: Can't locate /var/home/otrs/Kernel/Modules/AdminGroup.pm [Tue Aug 26 17:24:00 2003] -e: Apache::Reload: Can't locate /var/home/otrs/Kernel/System/User/Preferences/DB.pm [Tue Aug 26 17:24:00 2003] -e: Apache::Reload: Can't locate /var/home/otrs/Kernel/System/Auth.pm But the files are there (and I think they have the right permissions): -rw-r--r-- 1 otrs apache 64026 Jul 13 21:23 /var/home/otrs/Kernel/Config/Defaults.pm I also get: [Tue Aug 26 18:32:03 2003] [error] [client 192.168.0.222] (13)Permission denied: access to /otrs/ denied Any ideas? I used the apache2 configuration files that were aupplied with the otrs archive. I have just changed the paths. Thanks, Jens

2 2

Re: [otrs] customer ticket view
by Dennis.Buehring＠net-and-works.de 28 Aug '03

28 Aug '03

Hi Martin, i think you misunderstood me, i want the customer to see the original-tickettext plus all external notes on one page, like in the agentview where you can scroll down through all notes. Is that possible ? ...and again thxalot !!! mfg Dennis Hi Dennis, On Tue, Aug 26, 2003 at 03:43:52PM +0200, Dennis.Buehring(a)net-and-works.de wrote: > when a customer clicks on a ticket he is only able see the original > ticket-text but no notes. Is there a way to alter this to get the same view > as the agent ? > I`ve been searching the scripts, but i am not that familiar with perl :) > any hints are welcome ! There are different types of notes, 'note-internal', 'note-external' and 'note-report'. In the default setup just 'note-internal' is active. Add the following config option to your Kernel/Config.pm and you also will have 'note-external'. $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, }; > mfg > Dennis B. > net&works Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- esanta: 8:49pm up 5 days 22:05, 7 users, load average: 0.68, 0.47, 0.32 _______________________________________________ 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

1 0

customer ticket view
by Dennis.Buehring＠net-and-works.de 28 Aug '03

28 Aug '03

Hi, when a customer clicks on a ticket he is only able see the original ticket-text but no notes. Is there a way to alter this to get the same view as the agent ? I`ve been searching the scripts, but i am not that familiar with perl :) any hints are welcome ! mfg Dennis B. net&works

4 3

RE: otrs Digest, Vol 1, Issue 424
by Ben Gladstone 28 Aug '03

28 Aug '03

hi martin - emails composed by agents arrive with a from address = www-data [www-data(a)server.mydomain.com] on behalf of My Company [info(a)mydomain.com] in the header, Sender: www-data <www-data(a)server.mydomain.com> it seems that OTRS isn't setting a sender, and maybe exim supplies one if it doesn't get one. so is there any way to set the sender from otrs? thanks ben > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > otrs-request(a)otrs.org > Sent: 27 Aug 03 23:27 > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 1, Issue 424 > > ------------------------------ > > Message: 2 > Date: Wed, 27 Aug 2003 21:14:01 +0200 > From: Martin Edenhofer <martin(a)edenhofer.de> > Subject: Re: [otrs] how to set the 'sender' on mails from OTRS (to > avoid 'on behalf of') > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <20030827191401.GZ20763(a)esanta.pureserver.info> > Content-Type: text/plain; charset=us-ascii > > Hi Ben, > > On Tue, Aug 26, 2003 at 05:24:31PM +0100, Ben Gladstone wrote: > > hi - can anyone help me control the sender/from infomration on > mail sent by > > otrs? > > > > recipients are seeing mails arrive from (as seen in MS Outlook): > > 'OTRS [otrs(a)server.mydomain.com] on behalf of My Company > > [info(a)mydomain.com]' > > In the mail header, there is > > From: My Company <info(a)mydomain.com> > > Sender: OTRS <otrs(a)server.mydomain.com> > > > > i want to remove the 'OTRS [otrs(a)server.mydomain.com] on behalf > of' bit - ie > > set the sender as 'My Company <info(a)mydomain.com>' > > > > any ideas? i've searched config.pm and much else... i'm using > otrs 1.1.3 on > > debian with exim as the mailer. > > Is this just in notification emails? Or also in agent composed emails? > > Maybe it's a exim problem because I'm using postfix and there is > no "Sender:" > header in my emails. > > > thanks > > ben > > Martin > > -- > Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ > -- > "There are two major products that come out of Berkeley: LSD and Unix. > We don't believe this to be a coincidence." -- Jeremy S. Anderson > > > ------------------------------ >

1 0

Error when moving Ticket with GenericAgent
by Dennis.Buehring＠net-and-works.de 28 Aug '03

28 Aug '03

Moving tickets with GenericAgent worked, all tickets appear in the new queue but while executing GenericAgent it drops an errormessage : * 208167488193 (196) - Move Ticket to Queue verschieben-test Argument "1.1.1.1 " isn't numeric in addition (+) at /opt/otrs_prodsystem/Kernel/cpan-lib/MIME/Entity.pm line 653. whats that ? mfg Dennis

1 0

Canned Note Templates
by Ron Shannon 28 Aug '03

28 Aug '03

Feature Request: In addition to creating custom Responses and Auto Responses, we'd like to be able to create several "canned" Notes too -- just like creating "canned" Responses. Seems like it would be easy to add, given the existing functionality. Looked in archives but couldn't find this. Maybe someone's already done that...? Regards, Ron

1 0

Removing lots of mails from OTRS?
by atosi＠oki.it 27 Aug '03

27 Aug '03

Hi Florian, could you be more "specific", I mean that I'm not that good in php, so would be great if you can post your script, so I can run it in cron, I'm filled with loop protection message, because I've BadFrommed the email I was receiving the virus from, without thinkink that my postmaster mail was in a queue. Whatever, the simple php script, could help a lot. BR AleX >Hello there, I had the same problem and i wrote a small PHP-Script which >helped me out here: > >basically, the idea is to selects the "bad" emails from the article table, >reads out the ticket_id and then removes >these in the "tickets" table. here's how i did it: > >(of course, you have to select your db settings first) >========================================== > $abfrage = "SELECT ticket_id from article where > a_subject = 'Re: Re: My details' >... >CUT >... >========================================== > >I am aware of the fact that it is not very clean, but running it as a >cronjob started every 2 minutes >it is doin a fine work for me. > ------------------------------------------------- This mail sent through IMP: http://horde.org/imp/

2 1

Removing tickets by subject or sender!
by Martin Edenhofer 27 Aug '03

27 Aug '03

Hi, because so many people asked for that. There is a little script which removes existing tickets by subject (or from, ...). http://bogen.net/close.pl Just edit the SQL line in line 25 and execute it. This file is just a quick hack, in future the GenericAgent.pl will be able to do the same. .-) Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- esanta: 9:29pm up 5 days 22:45, 7 users, load average: 0.04, 0.12, 0.17

2 1

Repeating RE:'s in subject
by Ron Shannon 27 Aug '03

27 Aug '03

The auto response adds the first "RE:" to the ticket subject line. Then each new email on the ticket also adds an "RE:", until soon we have zillions of RE:RE:RE:RE:...(etc.) in the subject line. Ugly. How can we limit this to just one "RE:" in the first reply and all future email correspondence on each ticket? Thanks.

2 1

CustomerUser auth with other backend
by Marcel van der Boom 27 Aug '03

27 Aug '03

Am i correct in understanding that authenticating a CustomerUser from another db/table than otrs/customer_user hasn't been implemented yet? By looking at Kernel/System/UserAuth/DB.pm it looks that way. [CVS revision of that file] If i'm right, what would be the quickest route to add this, it seems that replacing the hardcoded $SQL with a configobject would do the trick, but i'm a bit afraid i'm missing something or overlooking side-effects. Any suggestions how i can proceed? marcel -- Marcel van der Boom, HS-Development BV Kwartiersedijk 14B, 4893 RE Fijnaart, The Netherlands T: +31-168-468822, F: +31-168-468823

2 1

Changing of Header
by Gary Chan 27 Aug '03

27 Aug '03

Hi, Where do I change the header of every HTML page of the OTRS system ? Regards, Gary

2 1

Why can't I start the cron jobs?
by Wes Plate 27 Aug '03

27 Aug '03

Here's what happens when I try to do the step of starting the cron jobs... [otrs@bdsl bin]$ ./Cron.sh start Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.8 $> Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> ./Cron.sh: line 57: /opt/otrs//var/tmp/otrs-cron-tmp.4491: No such file or directory Failed Is the Cron.sh file messed up? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

3 3

Move Tickets with GenericAgent
by Dennis.Buehring＠net-and-works.de 27 Aug '03

27 Aug '03

Hi, i need to move all tickets from one queue to another. What do i have to do with this ? # -- # [name of job] -> move all tickets from tricky to experts # -- 'move tickets from tricky to experts' => { # get all tickets with this properties Queue => 'oldqueue', States => ['new', 'open'], # new ticket properties New => { Queue => 'newqueue', }, }, I added this to a copy of GenericAgent, but it does not work, what am i doing wrong ? Has anyone a sample-script i could alter ? thxalot Dennis

2 1

$Self->{FQDN}
by Jorge Becerra 27 Aug '03

27 Aug '03

Hi, I am using OTRS on a host where we have virtual domains for email and hosting. The config file specify only one var for both of them, i want to make the difference between email and hosting and not to use the same $Self->{FQDN} for both, the email and the link to the ticket. I don´t what to use the same. For example: email: otrs(a)someplace.com link: http://www.otherplace.com/otrs/index.pl?Action=AgentZoom&TicketID=1234 Is there any way to do that? Jorge

1 0

Change standard Reply Form
by Wilhelm Farrugia 27 Aug '03

27 Aug '03

Dear all, We would like to place the question of the client after the salutaion, how can this be done ? Thanks, Regards, Wilhelm Farrugia

2 1

Invalid argument at <PATH>/Kernel/System/Log.pm line 132.
by Phillip Baker 27 Aug '03

27 Aug '03

Hi, I've been trying to install the latest version of OTRS on my Debian (stable) system and I appear to have hit a showstopper. I've managed to tinker with it to get the installer working, and it's all configured and appears to be working fine, but as soon as you try to login on the login page with the default root details you get hit with an Error 500 and apache drops the following to the error log: Invalid argument at /<my path>/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 132. I've looked but I'm afraid my Perl isn't advanced enough to see whats causing the problem - the -> way of doing things just makes me go crosseyed as it is. I've checked the syntax of index.pl, and it's not reporting any errors, and I'm pretty sure all the required perl modules are installed - AND I've dug around on the archives but not found anything relevant. For easy reference, the block of code around line 132 is: # -- # write shm cache log # -- if ($Priority !~ /debug/i && $Self->{IPC}) { $Priority = lc($Priority); my $Data = localtime().";;$Priority;;$Self->{LogPrefix};;$Subroutine2;;$Line1;;$Message ;;\n"; my $String = $Self->GetLog(); shmwrite($Self->{Key}, $Data.$String, 0, $Self->{IPCSize}) || die $!; } Line 132 is the last line before the closing brace. Any thoughts on what could be causing this? What exactly is this block of code trying to do (this may help me troubleshoot the issue by myself)? Regards, Phil

3 4

how to set the 'sender' on mails from OTRS (to avoid 'on behalf of')
by Ben Gladstone 27 Aug '03

27 Aug '03

hi - can anyone help me control the sender/from infomration on mail sent by otrs? recipients are seeing mails arrive from (as seen in MS Outlook): 'OTRS [otrs(a)server.mydomain.com] on behalf of My Company [info(a)mydomain.com]' In the mail header, there is From: My Company <info(a)mydomain.com> Sender: OTRS <otrs(a)server.mydomain.com> i want to remove the 'OTRS [otrs(a)server.mydomain.com] on behalf of' bit - ie set the sender as 'My Company <info(a)mydomain.com>' any ideas? i've searched config.pm and much else... i'm using otrs 1.1.3 on debian with exim as the mailer. thanks ben

2 1

Add a new field to Customer User Backend
by Rene.Fertig＠cne.de 27 Aug '03

27 Aug '03

Hi. I just added a field 'phone' to the database table customer_user and to the customer user backend (Kernel/Config/Default.pm) as described in the documentation (10.2.1. at the 1.1-manual). Unfortunately no new field appears at the page 'Customer User' on the admin area. Did I missed something? Regards, René

2 1

Qmail with OTRS
by Taki Shirayanagi 27 Aug '03

27 Aug '03

Hello, When trying to send an email to the email account I setup for OTRS I get this error Aug 23 22:33:57 copper qmail: 1061703237.785080 delivery 43619: deferral: Use_of_uninitialized_value_at_/usr/local/www/data-dist/otrs/Kernel/System/Ti cket/Number/DateChecksum.pm_line_53./Invalid_conversion_in_sprintf:_"_v"_at_ /usr/local/www/data-dist/otrs/Kernel/System/Log.pm_line_97./ERROR:_OTRS-PM-1 0_Perl:__vd_OS:_freebsd_Time:_Sat_Aug_23_22:33:57_2003//_Message:_Can't_writ e_/usr/local/www/data/otrs/var/log/TicketCounter.log:_Permission_denied//_Tr aceback_(89699):_/___Module:_Kernel::System::Ticket::Number::DateChecksum::C reateTicketNr_(v1.8.2.1)_Line:_85/___Module:_Kernel::System::PostMaster::New Ticket::Run_(v1.38.2.1)_Line:_80/___Module:_Kernel::System::PostMaster::Run_ (v1.31.2.3)_Line:_209/___Module:_/usr/local/www/data/otrs/bin/PostMaster.pl_ (v1.13.2.2)_Line:_99//Can't_write_/usr/local/www/data/otrs/var/log/TicketCou nter.log:__at Aug 23 22:33:57 copper qmail: 1061703237.785080+_/usr/local/www/data-dist/otrs/Kernel/System/Ticket/Number /DateChecksum.pm_line_89./ Any ideas why? thanks, Taki

2 1

$Self->{FQDN}
by Jorge Becerra 27 Aug '03

27 Aug '03

Hi, I am using OTRS on a host where we have virtual domains for email and hosting. The config file specify only one var for both of them, i want to make the difference between email and hosting and not to use the same $Self->{FQDN} for both, the email and the link to the ticket. I don´t what to use the same. For example: email: otrs(a)someplace.com link: http://www.otherplace.com/otrs/index.pl?Action=AgentZoom&TicketID=1234 Is there any way to do that? Jorge

2 1

Thank You Martin
by boris＠namebay.com 27 Aug '03

27 Aug '03

All your answer was correct except the javascript. The text now show up : "interface d/'administration" To answer you : why we want people in RO able to see ticket ? its only because some peoples may just be abilitate to reassign ticket to another people without have the right to answer to it. Of course they can assign the ticket to themself but in them we trust ;o) By the way how can i make a followup to the Archive ? -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

2 1

Suse8.2+OTRS
by Karb, Eduard 27 Aug '03

27 Aug '03

Hi Guys, 1) i've installed OTRS on a Suse 8.2-System. And it runs. But: How do i start a cron job for pop3-email-fetching? If i run "perl PostMasterPOP3.pl" - it works and i have emails in the OTRS-Queue. If i run "cron otrs", an error message appears: >>cron: can't lock /var/run/cron.pid, otherpid may be 612: Resource temporarily unavailable<< What have i done wrong? 2) If i try to send an email, it takes 5-10 secs to get sent it. Why? The Config.pm contains the following matter: $Self->{SendmailModule} = 'Kernel::System::Email::SMTP';<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /> $Self->{SendmailModule::Host} = 'srv-exchange2k'; $Self->{SendmailModule::AuthUser} = 'otrs'; $Self->{SendmailModule::AuthPassword} = 'password'; (it is an exchange-server) merci!

3 3

Extend escalation over weekend
by Daniel Seifert 27 Aug '03

27 Aug '03

Hi, I have set the queues to an escalation time of 48 hours (unlocked after 24). As there usually is nobody around in the office during the weekend, I am afraid that first thing on each Monday the system is locked up with escalated tickets. From what I read OTRS does not support time-based escalation. What I thought of next was using the GenericAgent.pl and to have it run on Friday evening and to change escalation times to Monday. Unfortunately the documentation of GenericAgent.pm is quite limited to a few examples and I hope that it allows to do more than just move, close and delete tickets. Does anybody know if it is possible to retrieve the escalation times of open tickets in an easy fashion and to extend it? TIA for your answers. With best regards / Mit freundlichen Grüßen Daniel Seifert

2 1

procmail does not check messages
by Kreibaum, Uwe 27 Aug '03

27 Aug '03

Hello, I've been trying to set our .procmailrc to dump the virus warnings... Messages are marked with "Virus found:" in the subject, which should be caught by the following lines in .procmailrc: # -- # presort mails with Virus warning to queue delete # -- :0 fhw : * ^Subject:.*Virus | formail -I "X-OTRS-Queue: delete" But it never happens... all messages are send to the RAW queue, which is the way the POP3 account is configured. I thought that procmail inserts the queue header and otrs should then puts the message into the correct queue? Do I have to do something special with our setup to enable procmail for POP3-Accounts?!? Uwe -- Dr. Uwe Kreibaum PGP-Fingerprint:BCAE E22F 25CB CCD5 09A7 C541 D335 F523 541F 8EA3 Lotterie-Treuhandgesellschaft mbH Hessen, Tel.: +49 611 3612-0 FAX: +49 611 3612-356

2 1

Ticket Counter
by Henning Werner 27 Aug '03

27 Aug '03

Hi all, i have a question regarding the handling of tickets and customers in OTRS. Is it possible to get the number of tickets belonging to a special customer (e.g. customer with ID: "example.com" has opened 314 tickets this year)? Any hints or ideas? Thanks, Henning Werner

2 1

Theme: RT looks
by Carlos Canau 27 Aug '03

27 Aug '03

Hi, is there anyone working in Themes for OTRS ? Or collecting them on a page ? I've setup a theme for the QueueView that tries to emulate the looks of RT amongst other cool things (KILL button! :->). Here's a screenshot: http://home.kqnet.pt/ccanau/CapturaEcra.jpg If anyone what's it just ask :-), </canau

1 0

How to stop notifications ?
by Dennis.Buehring＠net-and-works.de 27 Aug '03

27 Aug '03

Hi, everyone is here is receiving notifications from our test-system and i dont know exactly how to stop it... I searched the documentation and found this : Use $OTRS_HOME/bin/Cron.sh {start|stop|restart} to start or stop this cronjobs from $OTRS_HOME/var/cron/* (.dist will be ignored). How does this work ? Cron.sh tells me : Run this script just as OTRS user! Or use 'Cron.sh {start|stop|restart} OTRS_USER'! Thanks to everyone answering my dumb questions :) mfg Dennis

3 2

how to delete user ?
by Dennis.Buehring＠net-and-works.de 27 Aug '03

27 Aug '03

Hi, how do i delete user ? there is no button / option for that purpose in the admin-area and i did not find anything in the documentation... mfg Dennis B. net&works www.naw.de

2 1

AW: [otrs] how to delete user ?
by Thorsten Philipp 27 Aug '03

27 Aug '03

Hi, To definitely delete him you have to delete him directly in the database. Just disable his Account if you don't want him to login anymore. Warning : I'm a total OTRS newbie. This could be 100% wrong ;) Greets -----Ursprungliche Nachricht----- Von: Dennis.Buehring(a)net-and-works.de [mailto:Dennis.Buehring@net-and-works.de] Gesendet: Mittwoch, 27. August 2003 10:33 An: otrs(a)otrs.org Betreff: [otrs] how to delete user ? Hi, how do i delete user ? there is no button / option for that purpose in the admin-area and i did not find anything in the documentation... mfg Dennis B. net&works www.naw.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

1 0

Removing lots of mails from OTRS?
by afreaasdadwewwqwq 27 Aug '03

27 Aug '03

I'm sorry but I'm a newbie. Can anyone tell me how can I run the following PHP Script sent by Florian ? and which db setting do I have to select ? Thanks ========================================== $abfrage = "SELECT ticket_id from article where a_subject = 'Re: Re: My details' OR a_subject = 'Re: Details' OR a_subject = 'Re: Approved' OR a_subject = 'Re: Wicked screensaver' OR a_subject = 'Re: That movie' OR a_body = 'See the attached file for details' "; $ergebnis = mysql_query($abfrage); if(!$ergebnis) echo "Abfrage nicht korrekt: $abfrage<br>\n"; while ( list ( $db_id ) = mysql_fetch_row($ergebnis) ) { $abfrage2 = "update ticket set ticket_state_id = '2' where id = '$db_id'"; $abfrage2 = mysql_query($abfrage2); } ========================================== Luis Vazquez

1 0

Delete specific tickets from a Queue
by Raymond Keckler 26 Aug '03

26 Aug '03

In the GenericsAgent.pm you can delete all tickets from the queue. ------------------------------ 'delete' => { # get all tickets with this properties Queue => 'testgroup', States => ['new'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # witch should be changed!) New => { # DELETE! Delete => 1, }, }, -------------------------------- I want to only delete a specific from address in the queue Delete all tickets in a queue that comes from mailer-daemon. Does anybody know how to do this. Ray

1 0

Using SQL to Delete Tickets
by Randy Shepherd 26 Aug '03

26 Aug '03

Hey Folks... Just a warning.. prior to this morning I had no idea what CS was using here to track issues. But since the guy who set it up and maintains it is in Seattle today.. I was asked to take a look at an issue. So please forgive my ignorance. My question is pretty basic.. there are a ton of tickets in our OTRS that are mailer-daemon responses. We want to get rid of them. Can I just go into the tickets table of our MySQL DB and do a delete of the records we want gone? Or is that going to mangle relationships and frag the whole thing? I looked through the archives, but was unable to find anything answering this question. Thanks, Randy

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Re: [otrs] Creating new tickets and merging tickets
by gilles.massen＠restena.lu 26 Aug '03

26 Aug '03

Hi Mike, Sorry for the late answer...I only got around to answer this. Actually the subject is a bit confusing. The function I added is only for "creating" tickets, but has nothing to do with the merge. The code for the creation of new tickets has been posted on the mailing list somewhere on July. For the "merge" I'm waiting for an "official" solution. Best, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 Mike Witkowski <witkowsk(a)pop900.gsfc.nasa.gov> Sent by: otrs-admin(a)otrs.org 07/29/2003 13:22 Please respond to otrs To: otrs(a)otrs.org cc: Subject: Re: [otrs] Creating new tickets and merging tickets Gentlemen: I would also be very interested in the ticket merge functionality. If you could point me to your modules I would greatly appreciate it. Michael Witkowski Paul wrote: Hi Gilles, I'd be very interested in seeing the changes you've made. I'm about to embark on adding the same features to our installation and would appreciate any help getting the ball rolling. Best wishes, Paul -----Original Message----- From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org] On Behalf Of Sent: Friday, June 27, 2003 1:56 AM To: otrs(a)otrs.org Cc: brian(a)mylinuxisp.com Subject: Re: [otrs] Creating new tickets and merging tickets Hi Brian, I've finished a quick'n'dirty implementation of that function. Although I doubt that this would be a starting point for actual OTRS code, it works (with some sideeffects due to my lack of understanding of the guts of OTRS). But as a Module it is easy to put in place and there should not be any major issues with updates along the 1.1 path, or the correct working of OTRS in that matter. If there is interest I'll put a small install doc together with the files and post it here... Best, Gilles _______________________________________________ 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

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Follow up without changing email address
by Duarte Cordeiro 26 Aug '03

26 Aug '03

Hi again, It seems that Martin came back from holidays :), so I'll ask this again, because I need some help modifying otrs. We use the forward facility to send tickets to ppl outside our organization. We would like that every time these external entities contact us regarding a ticket, that they would simply reply to our email, allowing us to "automagically" attach that info to OTRS. That is what otrs does, but with a little "add-on" that really upsets us: "it changes the customer email to the From: from the last received email. To be more clear: If customer(a)a.com creates a ticket, and then I forward it to support(a)provider.com , if I receive a reply from support(a)provider.com, and then (for example) I close the ticket, the "close ticket notification" goes to support(a)provide.com, not to customer(a)a.com. Why is this implemented like this ? (real scenarios that should use this "set the customer to the last from: field received) If it is intended to work like this, is there a quick way to disable it ? (I imagine that it should be something like adding ("high level language") if(!customer_is_already_set) prior to set_customer_email, but I don't know where to look at ! Thanks for your time, Duarte

2 1

AW: [otrs] Follow up without changing email address
by Thorsten Philipp 26 Aug '03

26 Aug '03

I dont't have a solution. But I also could need it ;) -----Ursprungliche Nachricht----- Von: Duarte Cordeiro [mailto:duarte.cordeiro@netcabo.pt] Gesendet: Dienstag, 26. August 2003 10:20 An: otrs(a)otrs.org Betreff: [otrs] Follow up without changing email address Hi again, It seems that Martin came back from holidays :), so I'll ask this again, because I need some help modifying otrs. We use the forward facility to send tickets to ppl outside our organization. We would like that every time these external entities contact us regarding a ticket, that they would simply reply to our email, allowing us to "automagically" attach that info to OTRS. That is what otrs does, but with a little "add-on" that really upsets us: "it changes the customer email to the From: from the last received email. To be more clear: If customer(a)a.com creates a ticket, and then I forward it to support(a)provider.com , if I receive a reply from support(a)provider.com, and then (for example) I close the ticket, the "close ticket notification" goes to support(a)provide.com, not to customer(a)a.com. Why is this implemented like this ? (real scenarios that should use this "set the customer to the last from: field received) If it is intended to work like this, is there a quick way to disable it ? (I imagine that it should be something like adding ("high level language") if(!customer_is_already_set) prior to set_customer_email, but I don't know where to look at ! Thanks for your time, Duarte _______________________________________________ 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

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RE: [otrs] Adding Fields to Forms
by travis＠cloudmark.com 25 Aug '03

25 Aug '03

We would like to add the Free Fields to the bottom of the Compose Answer for Ticket screen to allow the agent to enter an issue code. This will save the agent a few clicks and increase the likelihood of recording the cause of the issue. Does anyone have experience making changes to these screens or have something like this already completed? Thanks Travis Murdock travis(a)cloudmark.com I've stopped 39,880 spam messages. You can too! One month FREE spam protection at http://www.cloudmark.com/spamnetsig/ -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Friday, August 01, 2003 3:57 AM To: otrs(a)otrs.org Subject: Re: [otrs] Adding Fields to Forms Hi Paul, On Mon, Jul 28, 2003 at 02:58:31PM +0100, Paul O'Neill wrote: > is it possible to add new fields to forms. In this case I want to add a > Bugzilla ID field to the call forms to record issues logged with the > internal engineering team. I assume I would need to alter some tables to > allow this field to get populated in MySQL, There are two default ticket fields for use (key and value -=> e. g. PC: sun). You can change it if you zoom a ticket and click on "Free Fields". -=> If a free field is used, the you will see it in the queue and zoom view. PS: OTRS 1.2 comes with improvments of "Free Fields" functions. > paul.... 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

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Notification problem
by sylvain angers 25 Aug '03

25 Aug '03

Hi, I just finish installing otrs on rh8.0 and did create user/group/queue I sent a test ticket and i see it in the interface but I do not receive ticket number and no staff receive notification. Perhaps I can change the ownership and the new owner receive a notification By the way I have copy a lot of thing from default.pm to config.pm and I have popmaster_pop3.pl.cron running as cron job Sorry for my english, I do write better in french Sylvain Sylvain Angers Tel: (514)767-3223 sylvain_angers(a)yahoo.com --------------------------------- Do You Yahoo!? -- Une adresse @yahoo.fr gratuite et en français ! Testez le nouveau Yahoo! Mail

2 2

Mail address~
by Drnak Marek 25 Aug '03

25 Aug '03

Hello all, Maybe someone will know what to do. We have M$ Exchange mail server. Not all mail users have external email address (they do not have smtp address). I do not know, how to setup OTRS, to be able to send those people email notification. Also what format use at entering email of such customer to OTRS, because it requires only addresses with @. Please help me - how to set that, this and the previous problem can break down whole my helpdesk project:(((( Thanks in advance Marek Drnak

2 1

steps in making the cron job for downloading the emails every 10 minutes
by Gary Chan 25 Aug '03

25 Aug '03

Hi, I am trying to create cron job in order to download emails every 10 minutes. I tried using the documentation but I failed to do so. If possible, can I have a step by step guide in activating the cron job ? Regards, Gary

2 1

RE: I want my number to be 4 characters long, not 5
by Martin Edenhofer 25 Aug '03

25 Aug '03

Hi Wes, | My ticket number rolled from 1099 to 10100 today, I wanted it to roll to | 1100. I had the MinCounterSize set to 2, now I have it set to 1. But it | still is five characters long (10101...). | | $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 1; | | Can my number not be only four characters long? It would be possible. The first part of the ticket number is the SystemID. Your SystemID is currently 10. Set it to 1 (Kernel/Config.pm) and you will have 1100. -=> But maybe you will run in follow up problems for old ticket. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson

1 0

Stat error
by Renzo Bianchi 25 Aug '03

25 Aug '03

Hi all, running the stat command $HOME/bin/mkStats.pl, I receive this error message: /usr/bin/perl: relocation error: /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/auto/GD/GD.so: undefined symbol: Perl_get_sv Any suggestions ? Renzo

2 1

Unlock timeout [Newbies]
by boris＠namebay.com 25 Aug '03

25 Aug '03

Hi, Again me. I have an another option who seems do not work : Unlock timeout. I enter 15 (for 15 minutes). Then when i Lock a ticket and do not answer to it, 15 minutes after i locked it it do not unlock the ticket. Does i miss something ? Sorry for all my questions... just a newbie in this matter -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

2 1

automatics movement to special queries
by Berger Josef 25 Aug '03

25 Aug '03

Hello, we try OTRS as our helpdesk system, it looks like tool what we need. We created some queues with central one.All request are at first in this central one and then someone must manually move tickets from this central queue to another e.g HW. I can imagine that in subject of incomming mail will be string HW (if it is for HW query) , or somethink like this. How can I do it? Helpdesk email address is not on this server, OTRS is connecting to POP3 account for helpdesk. Thank you. Josef Berger

2 1

Downloading of email
by Gary Chan 25 Aug '03

25 Aug '03

Hi, After using the OTRS system to download the emails, the emails are still in the mailbox. Where can I configure in order to allow the emails to be downloaded into the OTRS system and not leaving any emails in the mailbox ? Regards, Gary

2 1

RE: [otrs] Is it possible to change the order of priorities in ot rs ?
by Drnak Marek 25 Aug '03

25 Aug '03

Hello, I would also like this change, but also do not know how to do that. Marek -----Original Message----- From: Dennis.Buehring(a)net-and-works.de [mailto:Dennis.Buehring@net-and-works.de] Sent: Wednesday, August 20, 2003 8:49 AM To: otrs(a)otrs.org Subject: [otrs] Is it possible to change the order of priorities in otrs ? Hi, i want to change the priorities in otrs as follows 1 - very high 2 - high 3 - normal 4 - low 5 - very low is this possible or would i have to change too many of the scripts / tables in the db ? Did anyone try this by now ? Any feedback welcome :) Dennis B. _______________________________________________ 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

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RE: Missing Ticket in Queue
by Charles R. "Rusty" Thompson 25 Aug '03

25 Aug '03

Maybe the problem isn't clear. Open tickets won't help. Not only do I want to browse through thr hundred or so open, but none of them reveal which have new messages. Right now the message header states "You have 6 new messages"... I click the New link to reveal them... there are only 5. I'm always short a 'new message' What in the database marks something as new? I'm thinking maybe one table has it flagged as new but another (one that enables the display of the new message itself as a preview) does not. Some SQL to run and reveal the gremlin would be nice. I know which user this is affecting if that helps any. From: "Paul" <otrs-users(a)neenerville.com> To: <otrs(a)otrs.org> Subject: RE: [otrs] Missing Ticket in Queue Date: Wed, 20 Aug 2003 10:30:06 -0400 Reply-To: otrs(a)otrs.org Go to "Utilities" and click on "Provides an overview of all open tickets" at the very top. Very useful feature. :) > -----Original Message----- > From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org] On > Behalf Of Charles R. "Rusty" Thompson > Sent: Wednesday, August 20, 2003 10:10 AM > To: otrs(a)otrs.org > Subject: [otrs] Missing Ticket in Queue > > > I'm using one of our other support guys' system while he is > at a trade show. It's saying he's got 3 new messages... but I > can only find two. I've looked in every queue but it's just not there. > > What can I do to find the missing message?

2 1

Permission problem with RO
by boris＠namebay.com 25 Aug '03

25 Aug '03

Hello all, I have a problem. When i setup a user with RO permission only, this user cannot see the ticket of this group in the PersonalQueue or even in the queueView... Of course he may search ticket of this group trought theUtilities menu and cannot answer to it, as i wanted. But why the ticket are not displayed in the queue (and personnal queue) The result of this problem is that in the queueview i see All tickets = 6...but i can list them... i will be so pleased if anyone may help me in this issue. Best regards -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

2 1

Javascript report problem
by boris＠namebay.com 25 Aug '03

25 Aug '03

In the french translation and only in Internet explorer, the text "Zone d'administration" (AdminArea) cause a javascript error due to the encoding. We just resolve it by modifying the text by delete the single quote in "Zone d administration". Maybe someone have just resolve it by encoding differently... -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

2 1

RE: [otrs] Stats - modifyed script
by Covert, Jake 25 Aug '03

25 Aug '03

I was wondering if I could get your help. When ever I use your modified script, I run into problems, or inconsistencies, when I try to graph a row other than 1 digit in length. As in id 1 through 9 work fine. But when I try to graph only id 13 and 24 it, only reads the first digit and ends up graphing id 1 and 2. Have you had any luck w/ this? I really appreciate your help P.s.: I'm using mkStats.pl version 1.21 ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* > > > Hi Alex, > > On Fri, May 30, 2003 at 04:30:06PM +0200, Alex Mihicinac wrote: > > I decided to reduce number of variables on stats graph and changed > > mkStats.pl like this: > > > > # only NewTicket, Forward, Bounce, SendAnswer > > sub GetHistoryTypes { > > my %Stats; > > my $SQL = "SELECT id, name FROM ticket_history_type " . > > " WHERE " . > > " valid_id = 1" . > > " and id=1 or id=6 or id=7 or id=8"; > > [...] > > When i run whole script i get nice pretty graph, but i think the > > values are wrong, infact i suspect that only legend shows > wrong colors > > at wrong names. How is that possible? What am I doing wrong? > > It's a bug! .-( But now I fixed it. > > Use bin/mkStats.pl (v1.21) from the CVS and it will work. :) > > > Alex > > -Martin > _______________________________________________ > 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 >

1 0

Permission problem with RO
by boris＠namebay.com 25 Aug '03

25 Aug '03

Hello all, I have a problem. When i setup a user with RO permission only, this user cannot see the ticket of this group in the PersonalQueue or even in the queueView... Of course he may search ticket of this group trought theUtilities menu and cannot answer to it, as i wanted. But why the ticket are not displayed in the queue (and personnal queue) The result of this problem is that in the queueview i see All tickets = 6...but i can list them... i will be so pleased if anyone may help me in this issue. Best regards -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

1 0

Re: [otrs] new ticket notification problems
by Sean Ellicott 24 Aug '03

24 Aug '03

i resolved my issue. it turns out that i did not understand how the notifications work. the notifications are only sent when a ticket is places in your custom queue and not just becaue you have r/w or ro access to the queue. but thankyou for responding sean ---------- Original Message ---------------------------------- From: Martin Edenhofer <martin(a)edenhofer.de> Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: Sat, 23 Aug 2003 16:34:43 +0200 >Hi Sean, > >On Wed, Aug 20, 2003 at 04:48:48PM -0400, Sean Ellicott wrote: >> I have installed OTRS 1.13 on a new eeredhat 9 installation >> everything seems to be working correctly except the new ticket notification emails. >> >> they are only being sent to one person weather they are part of the group assigned to the queue or not. >> >> it is user ID 2 >> >> the first user i created >> >> does anybody have any ideas? > >Maybe this part helps you: > > -=> http://doc.otrs.org/1.1/html/system-notification.html#SYSTEM-NOTIFICATION-A… > >Normally the new ticket notification is working fine, please check it again. > > Martin > >-- >Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ >-- >Perfection is our goal, excellence will be tolerated. -- J. Yahl > >_______________________________________________ >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 > ______________ ______________ ______________ ______________

1 0

Gael L'HOPITAL est absent
by glhopital＠helpline.fr 23 Aug '03

23 Aug '03

Je serai absent(e) du 08/08/2003 au 01/09/2003. Je répondrai à vos messages à mon retour. Si votre demande revêt un caractère d'urgence, contactez directement à Pierre Biragnet.

1 0

new ticket notification problems
by Sean Ellicott 23 Aug '03

23 Aug '03

Hello I have installed OTRS 1.13 on a new redhat 9 installation everything seems to be working correctly except the new ticket notification emails. they are only being sent to one person weather they are part of the group assigned to the queue or not. it is user ID 2 the first user i created does anybody have any ideas?

2 1

Re: [otrs] Creating new tickets and merging tickets
by gilles.massen＠restena.lu 22 Aug '03

22 Aug '03

Hello, Here is a small TGZ with all that you need. Be careful with this: I had no feedback so far, so I only know that it works for me.... Best, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 Hartmut Manz <manz(a)intes.de> Sent by: otrs-admin(a)otrs.org 10/07/2003 09:50 Please respond to otrs To: otrs(a)otrs.org cc: Subject: Re: [otrs] Creating new tickets and merging tickets Hi Gilles, I am intrested in this feature Thanks Hartmut On Friday 27 June 2003 07:56, gilles.massen(a)restena.lu wrote: > Hi Brian, > > I've finished a quick'n'dirty implementation of that function. Although I > doubt that this would be a starting point for actual OTRS code, it works > (with some sideeffects due to my lack of understanding of the guts of > OTRS). But as a Module it is easy to put in place and there should not be > any major issues with updates along the 1.1 path, or the correct working > of OTRS in that matter. > > If there is interest I'll put a small install doc together with the files > and post it here... > > Best, > Gilles > > -- > RESTENA - DNS-LU > 6, rue Coudenhove-Kalergi > L-1359 Luxembourg > tel: (+352) 424409 > fax: (+352) 422473 > > > > > "Brian" <brian(a)mylinuxisp.com> > Sent by: otrs-admin(a)otrs.org > 06/27/2003 01:29 > Please respond to otrs > > > To: otrs(a)otrs.org > cc: > Subject: Re: [otrs] Creating new tickets and merging tickets > > > > ---------- Original Message ----------- > From: Martin Edenhofer <martin(a)edenhofer.de> > To: otrs(a)otrs.org > Sent: Sat, 12 Apr 2003 14:02:14 +0200 > Subject: Re: [otrs] Creating new tickets and merging tickets > > > Hi Paul, > > > > On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote: > > > No, not split tickets. What I'd like is just like the "New e-mail" > > button in > > > > Outlook or Eudora, etc. There are many times when an agent has to > > initiate > > > > contact with a client and presently have to do it via an external > > e-mail > > > > program. OTRS is currently setup for INTAKE only. > > > > > > What I have in mind is similar to the PhoneView, HOWEVER with a blank > > "TO" > > > > field and a selectable "FROM" field. For example: > > > > > > To: <Enter e-mail address or customer> > > > From: Drop down box with queues > > > Subject: <Enter subject> > > > [...] > > > > Ohh now I got it. .-) It's not implemented yet. I put it on the TODO > > list. > > > > A good idea. > > Hi there Martin. I was wondering if there was any work on this TODO item > in > CVS? I was thinking about writing my own interface but didn't want to if > work > was under way. With this feature we could also allow our abuse department > to > have a more formal way of notifying other networks. > > > -- > Brian > _______________________________________________ > 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 -- ----------------------------------------------------------------------------- Hartmut Manz WWW: http://www.intes.de INTES GmbH Phone: +49-711-78499-29 Schulze-Delitzsch-Str. 16 Fax: +49-711-78499-10 D-70565 Stuttgart E-mail: manz(a)intes.de Ein Mensch sieht, was vor Augen ist; der Herr aber sieht das Herz an. ------------------------------------------------------- 1. Samuel 16, 7 ----- _______________________________________________ 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

2 1

I want my number to be 4 characters long, not 5
by Wes Plate 21 Aug '03

21 Aug '03

My ticket number rolled from 1099 to 10100 today, I wanted it to roll to 1100. I had the MinCounterSize set to 2, now I have it set to 1. But it still is five characters long (10101...). $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 1; Can my number not be only four characters long? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

1 0

BCCing reply messages to the customer
by Isamar Maia 21 Aug '03

21 Aug '03

Greetings, I need to BCC every reply to the customer to a specific email. How can I do that? ./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。

2 1

Checking emails every 10 mins
by Gary Chan 21 Aug '03

21 Aug '03

Hi, I would like to ask if any person has implemented in their OTRS system to download emails in every 10 minutes. I read the documentation but I am not able to implement it into my OTRS installlation successfully. Please advise. Thanks. Regards, Gary

2 1

Removing lots of mails from OTRS?
by Anders Hinding 20 Aug '03

20 Aug '03

Hi all, Due to the new virus (sobig) slamming our OTRS system, we have archieved to have our queues filled up with mail containing virus (including attachments). The amount is so huge that it will take several hours to delete each mail manually by closing them down from OTRS. We tried to delete them directly from the database by first selecting and then deleting the entries from the following tables : article, article_plain, article_attachment and ticket_history. But even thou the messages seems to have been deleted, they still show up in the system, but when clicking on them, we get the error "Invalid ticket" or "Ticket does not exist". Does anyone know how we can get around this so we wont have to manually close down all the mails from otrs. Any information on this is most welcome. Best Regards Anders H

3 2

Missing Ticket in Queue
by Charles R. "Rusty" Thompson 20 Aug '03

20 Aug '03

I'm using one of our other support guys' system while he is at a trade show. It's saying he's got 3 new messages... but I can only find two. I've looked in every queue but it's just not there. What can I do to find the missing message? Charles

2 1

RE: [otrs] Ticket from Email automatically assigned
by Drnak Marek 20 Aug '03

20 Aug '03

Hans, they have no access to internet and never will have, because their work does not require that - it is retail. They will connect via intranet. Maybe creating some internal addresses with this format will help. Marek -----Original Message----- From: Hans Bakker [mailto:h.bakker@a-net.nl] Sent: Wednesday, August 20, 2003 12:29 PM To: otrs(a)otrs.org Subject: RE: [otrs] Ticket from Email automatically assigned Hi Marek, because all communication is done by smtp address, there is no other way than to assign an smtp address to everybody... Finally these people will be connected by the internet :-) Hans Bakker, OTRS ondersteuning in het Nederlands. http://otrs.nl <http://otrs.nl/> -----Oorspronkelijk bericht----- Van: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Namens Drnak Marek Verzonden: woensdag 20 augustus 2003 11:53 Aan: 'otrs(a)otrs.org' Onderwerp: RE: [otrs] Ticket from Email automatically assigned Hi Hans, thanks for this idea, that is great and help at all who have external email addresses. Is there possibility also do this in exchange network with internal email addresses, who do not have smtp address? Thanks Regards Marek -----Original Message----- From: Hans Bakker [mailto:h.bakker@a-net.nl] Sent: Wednesday, August 20, 2003 9:48 AM To: otrs(a)otrs.org Subject: RE: [otrs] Ticket from Email automatically assigned Hi Marek, If you make the login name of the customer his e-mail address the e-mail will automatically assigned to this customeruser. If you want more users belonging to the same customer you can use the 'customerID' field to link them together. Hans Bakker, A-NeT Internet Services bv. ( <http://www.a-net.nl/> http://www.a-net.nl) OTRS ondersteuning in het Nederlands. <http://otrs.nl/> http://otrs.nl

1 0

RE: [otrs] Ticket from Email automatically assigned
by Drnak Marek 20 Aug '03

20 Aug '03

Hi Hans, thanks for this idea, that is great and help at all who have external email addresses. Is there possibility also do this in exchange network with internal email addresses, who do not have smtp address? Thanks Regards Marek -----Original Message----- From: Hans Bakker [mailto:h.bakker@a-net.nl] Sent: Wednesday, August 20, 2003 9:48 AM To: otrs(a)otrs.org Subject: RE: [otrs] Ticket from Email automatically assigned Hi Marek, If you make the login name of the customer his e-mail address the e-mail will automatically assigned to this customeruser. If you want more users belonging to the same customer you can use the 'customerID' field to link them together. Hans Bakker, A-NeT Internet Services bv. ( <http://www.a-net.nl/> http://www.a-net.nl) OTRS ondersteuning in het Nederlands. <http://otrs.nl/> http://otrs.nl

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RE: [otrs] Ticket from Email automatically assigned
by Drnak Marek 20 Aug '03

20 Aug '03

You are right, the owner is changed, but this unfortunately does not solve my problem. I need chnge customer to real customer listed in OTRS. Change of owner means only assigning ticket to agent=solver, not customer. How do you treat email tickets? If you have another ideas please let me know, I will be glad. Thank you very much. Marek Drnak -----Original Message----- From: Gene Parks [mailto:Gene.Parks@vipdirect.net] Sent: Wednesday, August 20, 2003 3:47 AM To: otrs(a)otrs.org Subject: RE: [otrs] Ticket from Email automatically assigned Am I wrong or is the ticket owner automatically changed when you send a reply? At least that is what happens on mine. Gene Parks VIP Direct

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RE: [otrs] Subqueues hiding tickets :-(
by Erik Mathis - ATL Dunwoody Staff 20 Aug '03

20 Aug '03

Once you find the tickets, click history. More then likely you will find that the ticket has been locked, and is sitting in your Locked queue. This would also explain why you don't see the sub queues, because there is nothing in them. Erik Mathis AIU Dunwoody Network Administrator > -----Original Message----- > From: Daniel Seifert [mailto:dseifert@79bmedia.de] > Sent: Monday, August 18, 2003 7:51 AM > To: otrs(a)otrs.org > Subject: [otrs] Subqueues hiding tickets :-( > > > Hi, > > I have created the queues A and B. A has sub-queues A1, A2, A3 and B > has B1, B2, B3. When a new ticket arrives and I move it to A1, the > queue view correctly lists that A has a new ticket, but when > I click on > A I neither get A1 listed nor the ticket. The only way I can get hold > of the ticket is by listing all open tickets in the tool section and > looking for this one. > > As we started OTRS for our support system this morning, I'm not sure > whether to turn it off now until this problem has been solved. I'm > using OTRS 1.1.3. Thanks in advance for a quick reply. > > > With best regards / Mit freundlichen Grüßen > > Daniel Seifert > _______________________________________________ > 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 >

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Is it possible to change the order of priorities in otrs ?
by Dennis.Buehring＠net-and-works.de 20 Aug '03

20 Aug '03

Hi, i want to change the priorities in otrs as follows 1 - very high 2 - high 3 - normal 4 - low 5 - very low is this possible or would i have to change too many of the scripts / tables in the db ? Did anyone try this by now ? Any feedback welcome :) Dennis B.

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RE: [otrs] Ticket from Email automatically assigned
by Gene Parks 20 Aug '03

20 Aug '03

Am I wrong or is the ticket owner automatically changed when you send a reply? At least that is what happens on mine. Gene Parks VIP Direct -----Original Message----- From: Drnak Marek [mailto:marek.drnak@metro.sk] Sent: Tuesday, August 19, 2003 12:06 PM To: 'otrs(a)otrs.org' Subject: [otrs] Ticket from Email automatically assigned Hello all, We would like to receive the tickets from users more via email, less via web interface. The problem is, that when mail comes, customer is not automatically assigned according email address, unfortunately it must be done manually zoom>customer>search customer>take this user>update. I find this way as very time consuming, I would like to have some smarter solution. Please help me - is there any possibility to have it automatic? Thanks in advance Marek Drnak

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Timestamp New Message! header?
by Charles R. "Rusty" Thompson 19 Aug '03

19 Aug '03

Sup OTRS folks, Well it took me a few months but I finally found a feature besides merging I'd like to see in OTRS. Actually if this could be hacked in some way before a release it would save us some grief. I've found that the 'New Message!' header confuses all of us at times. Often we'll have a case that will roll along for a week or so before we need to write a customer back, when glancing at a Queue view it is impossible to discern if that 'New Message!' means the new message written last week, or if the customer has written again, perhaps inquiring how progress is going on some horribly run amuck support issue. :) In any case... I'd like to be able to add the most recent 'New Message!' either 1) Age or 2) Date to the message so at a glance I will see somethign like [#21312312] Bad problems - New Message 08/04/2003 12:25pm Most of our support guys know their cases, but when we need to pass off ownership or something sits dormant for awhile lack of a date can result in the support guy wasting time reviewing new messages that aren't really new. Can this easily be implemented? We definitely would like to see it happen. Charles

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Ticket from Email automatically assigned
by Drnak Marek 19 Aug '03

19 Aug '03

Hello all, We would like to receive the tickets from users more via email, less via web interface. The problem is, that when mail comes, customer is not automatically assigned according email address, unfortunately it must be done manually zoom>customer>search customer>take this user>update. I find this way as very time consuming, I would like to have some smarter solution. Please help me - is there any possibility to have it automatic? Thanks in advance Marek Drnak

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Subqueues hiding tickets :-(
by Daniel Seifert 18 Aug '03

18 Aug '03

Hi, I have created the queues A and B. A has sub-queues A1, A2, A3 and B has B1, B2, B3. When a new ticket arrives and I move it to A1, the queue view correctly lists that A has a new ticket, but when I click on A I neither get A1 listed nor the ticket. The only way I can get hold of the ticket is by listing all open tickets in the tool section and looking for this one. As we started OTRS for our support system this morning, I'm not sure whether to turn it off now until this problem has been solved. I'm using OTRS 1.1.3. Thanks in advance for a quick reply. With best regards / Mit freundlichen Grüßen Daniel Seifert

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Re: [otrs] - Change the to combobox in CustomerMessageNew.dtl
by otrsm＠isp-manager.de 16 Aug '03

16 Aug '03

Hi! found it!! Kind Regards, Ingo Schramme otrsm(a)isp-manager.de wrote .. > Hi! > > Is it possible to change the "to" combobox? > > Now there is "Realname <Email> - Queue" but I just want to have the Realname > in there. > > Thanks!! > > Kind Regards, Ingo Schramme

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Mod_perl is nice
by Wes Plate 15 Aug '03

15 Aug '03

We finally got OTRS up and running on mod_perl. Wow, the speed is nice, it is SO much faster! If you're not using mode_perl, you should look into it. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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One more question regarding filtering
by Drnak Marek 15 Aug '03

15 Aug '03

Hello all, please let me ask, one more question about filtering - if the mentioned procmail also runs for tickets from web interface. Filtering could work not according key words from subject, but for customer_ID - people from one department have the same ID to be able to see common tickets. Thank you in advance With regards Marek Drnak Slovakia

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- Change the to combobox in CustomerMessageNew.dtl
by otrsm＠isp-manager.de 15 Aug '03

15 Aug '03

Hi! Is it possible to change the "to" combobox? Now there is "Realname <Email> - Queue" but I just want to have the Realname in there. Thanks!! Kind Regards, Ingo Schramme

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OTRS Red Hat 8 Installation
by Jonothon Ortiz 15 Aug '03

15 Aug '03

Hey! I need the PW for the OTRS user running locally; the RPM does not appear to have an INSTALL / README file, just RELEASE. It'd be nice to set up those cron jobs :D This is a great product and we look forward to using it! Thanks!

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Russian Cyrillic Charsets + iis "document moved" issues
by XRadio Stuff 15 Aug '03

15 Aug '03

I`ve recently installed OTRS on Windows 2000 system using iis 5.0 and ActiveState Perl ver. 5.6. All feautures works fine except 2 main issues that couldn`t get this soft to go into real production: 1) Problem with Cyrillic (Russian) Charsets Hope you know, that the most russian clients use 2 charsets win-1251 and koi8-r. OTRS allows to choose only one charset for user interface and system messages, but if i`m choosing Russian Language for user interface and the recommended charset WIN-1251 - i`m having problems with incoming emails written in KOI8-R. Of course i can read this requests through web-interface, but while replying to this mail subject and user request become unreadeable without changing charset in mail client. Is there any option to recode all incoming KOI8-R emails to WIN-1251 and store them in OTRS in WIN-1251 charset. This will help to prevent mess up with these two charsets. Maybe, there are some other solutions for resolving this language specific issue. 2) Problem with redirect while logging in. We have a problem that makes the life of operator more diffucult than it can be;) Everytime while logging into system and making some updates to the otrs db (replying to tickets, saving preferences, etc..) operator should click the "document moved" link in browser. I`ve made a search and try through the lists and google to find out how to resolve such "redirect issues with perlis.dll and IIS", but none working methods were found :(( Maybe anybody knows - how to change the redirect.dtl to autoredirect the browser to the new location ? Another Cookie-related issue: --> 3) Problem with deleting cookie (Can`t remove SessionID) I`m getting the following error when trying to Exit from interface with LogOf option. I`ve installed rm from cygwin to allow the script to delete files, but anyways i get this error: Message: Can't delete file c:/otrs/var/sessions/106128a64a5c3bb9678e39ac28b79fd6ce: No such file or directory But, If we trying to find and delete this file manually - we have no problems. ;) I`ll apprecicate any help in resolving and woring out on any of these issues. Thanx a lot and looking forward for our future cooperation. -- Igor Poznyakov XRadio.Ru The 1st Russian Internet Radio Email:xradio@xradio.ru Web: http://www.nthost.ru

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RE: [otrs] Why can't I start the cron jobs?
by Covert, Jake 14 Aug '03

14 Aug '03

Is the OTRS team on vacation? -----Original Message----- From: Wes Plate [mailto:wes@automaticduck.com] Sent: Thursday, August 14, 2003 9:43 AM To: OTRS Subject: Re: [otrs] Why can't I start the cron jobs? On 8/14/03 1:13 AM, "Duarte Cordeiro" wrote: > Something is wrong "somewhere".... > You have a double / in the path: >>> ./Cron.sh: line 57: /opt/otrs//var/tmp/otrs-cron-tmp.4491: No such > file or directory Failed > ^ > | > Here > > You should look at the script and check where it gets the install path > (/opt/otrs/) from, and correct it. I agree. I tried replacing parts of the script, but it still complains, even though now the path looks more correct. I'm hoping someone from OTRS has an idea when they return. -- 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

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Info: installing GD on Redhat 9
by Duarte Cordeiro 14 Aug '03

14 Aug '03

Hi, I got some problems installing GD support on redhat 9 (maybe because I didn't do something right) but here is my workaround, if someone has the same problems and wants to give it a try. First always run otrs.checkModules.pl You should get something like: GD .... Not Installed GD::Text Not Installed Etc So, I thought to get it from CPAN... Perl -MCPAN -e shell Install GD I got a lot of error messages :) So, after some time I figured out that I had to upgrade libgd, so, just download it from: http://www.boutell.com/gd/ After ./configure I saw that I didn't had jpeg support, so again, I downloaded libjpeg src from: ftp://ftp.uu.net/graphics/jpeg/jpegsrc.v6b.tar.gz Follow the directions and install the needed libjpeg.a. Go back to gd, and run ./configure again (remember the libpath where you installed libjpeg.a) Seeing that jpeg support now is enabled, just go through the normal process of make; make install After this you can go back to perl CPAN and try to install GD again... It should all be ok. Run otrs.checkModules.pl. Output should be like: GD .... OK GD::Text Not Installed Etc Download the other CG modules from CPAN. Feel free to contact me if you need some more detail. Hope it helps, Duarte

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Install not ok
by Michiel Thalen 14 Aug '03

14 Aug '03

I've followed all the instructions but if i go to the installer.pl script i get a http 555 error. Also the index.pl script wont work. I've chmodded it to 755 and the owner is otrs:apache Its not my server config because formmail works fine in that same directory. What can be wrong? I did the libs test and it was ok.

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