making sysconfig work from web gui
I finally got this thing up and working with OTRS3 on Ubuntu10. Incoming mail created tickets in the raw queue. Im happy about that. 2 more problems: First, how do I use the "sysconfig" option from the web gui ? When I click on it, I get this: SysConfig Result Please enter a search term to look for settings. Powered by OTRS 3.0.9 Where am I supposed to enter a search string? There isn't any place I can find. Other problem: I can manually send mail, no problem, but OTRS cant. No errors in the mail log, in fact no mention that it even tried in the mail log. Im running postfix with sasldb authentication. As I said, mail works from command line. I must have missed something in the OTRS config?
Hi Robert,
Regarding Sysconfig, on the left hand side of the display there should be a
drop down box.
Select 'Ticket' from the drop down and you'll be shown all the subgroups
that contain options relating to Tickets.
Click on one of the subgroups and you be shown the options for that
particular subgroup. Make your changes and click Update at the bottom.
When I send an email through OTRS there's an entry in the System Log (Viewed
through the Admin section). Something like the following
Mon Jul 25 12:32:26 2011 notice OTRS-CGI-14 Sent email to 'Username <
user@domain.com>' from 'IT Support
I finally got this thing up and working with OTRS3 on Ubuntu10.
Incoming mail created tickets in the raw queue. Im happy about that.
2 more problems:
First, how do I use the "sysconfig" option from the web gui ? When I click on it, I get this:
SysConfig Result Please enter a search term to look for settings. Powered by OTRS 3.0.9
Where am I supposed to enter a search string? There isn't any place I can find.
Other problem: I can manually send mail, no problem, but OTRS cant. No errors in the mail log, in fact no mention that it even tried in the mail log.
Im running postfix with sasldb authentication. As I said, mail works from command line.
I must have missed something in the OTRS config?
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Hi there, There is a drop down menu in the left of the SysConfig page under which "Navigate by selecting config groups" is wroten. You can choose a search term there. Best regards, Xiaoxing -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Woodworth Sent: mardi 26 juillet 2011 03:52 To: 'User questions and discussions about OTRS.' Subject: [otrs] making sysconfig work from web gui I finally got this thing up and working with OTRS3 on Ubuntu10. Incoming mail created tickets in the raw queue. Im happy about that. 2 more problems: First, how do I use the "sysconfig" option from the web gui ? When I click on it, I get this: SysConfig Result Please enter a search term to look for settings. Powered by OTRS 3.0.9 Where am I supposed to enter a search string? There isn't any place I can find. Other problem: I can manually send mail, no problem, but OTRS cant. No errors in the mail log, in fact no mention that it even tried in the mail log. Im running postfix with sasldb authentication. As I said, mail works from command line. I must have missed something in the OTRS config? --------------------------------------------------------------------- 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
I click on "Admin" In the "System Admin" box on the lower right of the screen, there is a sub entry "Sysconfig" Its is this "Sysconfig" that does not give me anything to click on. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Xiaoxing Meng Sent: Tuesday, July 26, 2011 2:53 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] making sysconfig work from web gui Hi there, There is a drop down menu in the left of the SysConfig page under which "Navigate by selecting config groups" is wroten. You can choose a search term there. Best regards, Xiaoxing -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Woodworth Sent: mardi 26 juillet 2011 03:52 To: 'User questions and discussions about OTRS.' Subject: [otrs] making sysconfig work from web gui I finally got this thing up and working with OTRS3 on Ubuntu10. Incoming mail created tickets in the raw queue. Im happy about that. 2 more problems: First, how do I use the "sysconfig" option from the web gui ? When I click on it, I get this: SysConfig Result Please enter a search term to look for settings. Powered by OTRS 3.0.9 Where am I supposed to enter a search string? There isn't any place I can find. Other problem: I can manually send mail, no problem, but OTRS cant. No errors in the mail log, in fact no mention that it even tried in the mail log. Im running postfix with sasldb authentication. As I said, mail works from command line. I must have missed something in the OTRS config? --------------------------------------------------------------------- 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
Hi Robert,
In the "System Admin" box on the lower right of the screen, there is a sub entry "Sysconfig" Its is this "Sysconfig" that does not give me anything to click on.
are you sure that you're not missing the pulldown menu on the left side, just below the search box? You could click on that, for example. Best regards, Peter.
I don't get a pull down box. That's the problem DASHBOARD TICKETS STATISTICS CUSTOMERS ADMIN SysConfig Result Please enter a search term to look for settings. This is how it appears on my screen. No pull down box and no search widget. Does this make the issue more clear ? Now the scary part. Not only did I win the war over the Windows solution, but the Support team that is presently using RT is looking very carefully at moving over to OTRS, presuming that I can get the bugs worked out of the system. I had enough working to demo at a staff meeting yesterday that "warts & all" it went live DURING the meeting! Its kind of scary when management says "This is EXACTLY what we are looking for!" There are a bunch of things that get glossed over in the docs, so this thing is still a little crippled but its alive. There are a number of things I still need to get working. Ill bring those up in another message. I still need to see why the sysconfig is broken. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter Eckel Sent: Tuesday, July 26, 2011 12:14 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] making sysconfig work from web gui Hi Robert,
In the "System Admin" box on the lower right of the screen, there is a sub entry "Sysconfig" Its is this "Sysconfig" that does not give me anything to click on.
are you sure that you're not missing the pulldown menu on the left side, just below the search box? You could click on that, for example. Best regards, Peter. --------------------------------------------------------------------- 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
Hi Robert, to make this clear (at least to me): On 28.07.2011, at 00:29, Robert Woodworth wrote:
I don't get a pull down box. That's the problem
DASHBOARD TICKETS STATISTICS CUSTOMERS ADMIN SysConfig Result Please enter a search term to look for settings.
This is how it appears on my screen. No pull down box and no search widget.
Does this make the issue more clear ?
Your page does not look like this: http://hindenburgring.com/otrs/otrs_sys_config.png (never mind the ITSM stuff such as SERVICES, CMDB, CHANGES), especially the marked part is missing? Or maybe even the whole 'Actions' element? Wild guess: Have you already tried a different browser? Best regards, Peter.
Did you check my earlier response:
Last week I upgraded a customer from 3.0.6 or so to 3.0.9. I had the
same issue you described. It turned out there was a DTL file in
Kernel/Output/HTML/Standard/AdminSysConfig.dtl and also a file called
Kernel/Output/HTML/Standard/AdminSysConfig.dtl.rpmnew. When I copied
the latter on the former the issue was fixed. I thought this would be
a one-off issue so did not look deeper. Can you confirm you have the
same issue?
-
Mike
On Thu, Jul 28, 2011 at 10:35, Peter Eckel
Hi Robert,
to make this clear (at least to me):
On 28.07.2011, at 00:29, Robert Woodworth wrote:
I don't get a pull down box. That's the problem
DASHBOARD TICKETS STATISTICS CUSTOMERS ADMIN SysConfig Result Please enter a search term to look for settings.
This is how it appears on my screen. No pull down box and no search widget.
Does this make the issue more clear ?
Your page does not look like this: http://hindenburgring.com/otrs/otrs_sys_config.png (never mind the ITSM stuff such as SERVICES, CMDB, CHANGES), especially the marked part is missing? Or maybe even the whole 'Actions' element?
Wild guess: Have you already tried a different browser?
Best regards,
Peter.
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Last week I upgraded a customer from 3.0.6 or so to 3.0.9. I had the
same issue you described. It turned out there was a DTL file in
Kernel/Output/HTML/Standard/AdminSysConfig.dtl and also a file called
Kernel/Output/HTML/Standard/AdminSysConfig.dtl.rpmnew. When I copied
the latter on the former the issue was fixed. I thought this would be
a one-off issue so did not look deeper. Can you confirm you have the
same issue?
-
Mike
On Tue, Jul 26, 2011 at 03:51, Robert Woodworth
I finally got this thing up and working with OTRS3 on Ubuntu10.
Incoming mail created tickets in the raw queue. Im happy about that.
2 more problems:
First, how do I use the "sysconfig" option from the web gui ? When I click on it, I get this:
SysConfig Result Please enter a search term to look for settings. Powered by OTRS 3.0.9
Where am I supposed to enter a search string? There isn't any place I can find.
Other problem: I can manually send mail, no problem, but OTRS cant. No errors in the mail log, in fact no mention that it even tried in the mail log.
Im running postfix with sasldb authentication. As I said, mail works from command line.
I must have missed something in the OTRS config?
--------------------------------------------------------------------- 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
Hi Robert, On 26.07.2011 03:51, Robert Woodworth wrote:
Other problem: I can manually send mail, no problem, but OTRS cant. No errors in the mail log, in fact no mention that it even tried in the mail log.
Im running postfix with sasldb authentication. As I said, mail works from command line.
I must have missed something in the OTRS config?
Have you configured the SysConfig options at "Framework" -> "Core::Sendmail"? - Renée -- Perl-Magazin: http://perl-magazin.de Perl-Nachrichten: http://perl-nachrichten.de
The whole sysconfig tool is broken. Ive managed to find places where I can manually hack the xml to make the right things happen, but thats not really the right way and the changes will probably get lost on the 1st reboot. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Renée Bäcker Sent: Tuesday, July 26, 2011 6:17 AM To: otrs@otrs.org Subject: Re: [otrs] making sysconfig work from web gui Hi Robert, On 26.07.2011 03:51, Robert Woodworth wrote:
Other problem: I can manually send mail, no problem, but OTRS cant. No errors in the mail log, in fact no mention that it even tried in the mail log.
Im running postfix with sasldb authentication. As I said, mail works from command line.
I must have missed something in the OTRS config?
Have you configured the SysConfig options at "Framework" -> "Core::Sendmail"? - Renée -- Perl-Magazin: http://perl-magazin.de Perl-Nachrichten: http://perl-nachrichten.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
The user sends email to otrs. The ticket is created. Now I need more info. If I need more info from the customer, how do I send this message and have all the messages included in the ticket ? I see "bounce" "forward" and 2 dropdowns with only 1 selection each "reply" & "reply-all". There doesn't seem to be anything for sending a mail to the customer to ask a question. What did I screw up THIS time ?
The user sends email to otrs. The ticket is created. Now I need more info.
If I need more info from the customer, how do I send this message and have all the messages included in the ticket ? I see "bounce" "forward" and 2 dropdowns with only 1 selection each "reply" & "reply-all". There doesn't seem to be anything for sending a mail to the customer to ask a question. What did I screw up THIS time ?
You need to go into the Admin area and create a response. The easiest thing to do is to create one called "empty response" and put nothing in the body. After that, assign the response to the queue(s). Then when you click Reply or Reply All, you will see the "empty response", and selecting that will bring you to the window where you can reply to the customer. It is simply a way to create templates to reply to the customer with, and the most basic is creating an empty one with nothing pre-populated in it.
I saw the "Empty Answer" and couldn't figure out what it did. I clicked to link it to all queues and that fixed that whole issue. THANKS ! -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Kristofer Pettijohn Sent: Wednesday, July 27, 2011 3:42 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] communicating with customers via OTRS
The user sends email to otrs. The ticket is created. Now I need more info.
If I need more info from the customer, how do I send this message and have all the messages included in the ticket ? I see "bounce" "forward" and 2 dropdowns with only 1 selection each "reply" & "reply-all". There doesn't seem to be anything for sending a mail to the customer to ask a question. What did I screw up THIS time ?
You need to go into the Admin area and create a response. The easiest thing to do is to create one called "empty response" and put nothing in the body. After that, assign the response to the queue(s). Then when you click Reply or Reply All, you will see the "empty response", and selecting that will bring you to the window where you can reply to the customer. It is simply a way to create templates to reply to the customer with, and the most basic is creating an empty one with nothing pre-populated in it. --------------------------------------------------------------------- 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
Dear Robert, On 28.07.2011, at 00:35, Robert Woodworth wrote:
The user sends email to otrs. The ticket is created. Now I need more info.
If I need more info from the customer, how do I send this message and have all the messages included in the ticket ? I see "bounce" "forward" and 2 dropdowns with only 1 selection each "reply" & "reply-all". There doesn't seem to be anything for sending a mail to the customer to ask a question. What did I screw up THIS time ?
You forgot to create standard responses. http://doc.otrs.org/3.0/en/html/adminarea-salutations-signatures-attachments... Please do yourself a favour and read the documentation online or as PDF. We are investing many time to get this getting you up and running :-) Starting here is probably best: http://doc.otrs.org/3.0/en/html/first-steps.html -- Cheers, Nils http://webint.cryptonode.de / a Fractal project
I downloaded all 600 some odd lines of the PDF. The explanation of what the "Empty Answer" was for didn't make sense to me so I didn't mess with it. Once someone told me what it was for in language I could understand, it actually fixed a bunch of things I hadn't asked about. Im still stumped on the SysConfig though. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck Sent: Wednesday, July 27, 2011 3:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] communicating with customers via OTRS Dear Robert, On 28.07.2011, at 00:35, Robert Woodworth wrote:
The user sends email to otrs. The ticket is created. Now I need more info.
If I need more info from the customer, how do I send this message and have all the messages included in the ticket ? I see "bounce" "forward" and 2 dropdowns with only 1 selection each "reply" & "reply-all". There doesn't seem to be anything for sending a mail to the customer to ask a question. What did I screw up THIS time ?
You forgot to create standard responses. http://doc.otrs.org/3.0/en/html/adminarea-salutations-signatures-attachments -and-answers.html#adminarea-Responses Please do yourself a favour and read the documentation online or as PDF. We are investing many time to get this getting you up and running :-) Starting here is probably best: http://doc.otrs.org/3.0/en/html/first-steps.html -- Cheers, Nils http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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
participants (8)
-
Kristofer Pettijohn -
Michiel Beijen -
Nils Leideck -
Peter Eckel -
Renée Bäcker -
Robert Woodworth -
Rory -
Xiaoxing Meng