Re: [otrs] Email character set
Jason Loven wrote:
What was the option that changed the character set? I’m getting
emails with funny character codes in them.
Set $Self->{'DefaultCharset'} in Kernel/Config.pm.
Nils Breunese.
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[otrs] Asset management
Hi, I was wondering, does anyone know if OTRS has any builtin asset management or inventory features as well? Regards -- Divan Santana Mail: [EMAIL PROTECTED] Skype: divansantana Gtalk/MSN: [EMAIL PROTECTED] ___ 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/
Re: [otrs] Retrieving intact initial message
Paul Dale wrote: Gives me the most of it ... but I really need to get at the headers ... When you're looking at a ticket you can click a link to display the email without formatting. This gives me all the headers and even a download link. Ah, that's good to know ... that means it must be there somewhere. Does anyone know where it is stored? I'd browse around the database. Or maybe you can use a filesystem backend for the mails as well? Nils. ___ 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] Broken LDAP auth
I believe that this has come up before, but I am seeing the following
error after upgrading my Perl dist from 5.8.6 to 5.8.8
Can't locate object method "new" via package
"Kernel::System::CustomerUser::LDAP" at /opt/otrs//Kernel/System/
CustomerUser.pm line 42, line 8.
All of the authentication was working before the upgrade, so I'm not
sure what may have broken here. FYI I'm running otrs 2.0.2. and I am
authenticating to AD.
All the modules are installed as per bin/otrs.checkModules.
Here is the LDAP part of Config.pm...
# CustomerControlPanel Settings
$Self->{CustomerPanelOwnSelection} = {'Dispatch' => 'Dispatch'};
# AD/LDAP
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = 'ptlm-ad-4.caymas.com';
$Self->{'AuthModule::LDAP::BaseDN'} = 'dc=Caymas,dc=com';
$Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'AuthModule::LDAP::SearchUserDN'} =
'cn=ITRS,cn=Users,dc=Caymas,dc=com';
$Self->{'AuthModule::LDAP::SearchUserPw'} = '';
$Self->{'Customer::AuthModule'} =
'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = 'ptlm-
ad-4.caymas.com';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=Caymas,dc=com';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} =
'cn=ITRS,cn=Users,dc=Caymas,dc=com';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '';
$Self->{CustomerUser} = {
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
Host => 'ptlm-ad-4.caymas.com',
BaseDN => 'cn=Users,dc=Caymas,dc=com',
SSCOPE => 'sub',
UserDN => 'cn=ITRS,cn=Users,dc=Caymas,dc=com',
UserPw => '',
},
CustomerKey => 'sAMAccountName',
CustomerID => 'mail',
CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
],
};
}
I can provide additional details if needed.
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[otrs] Email character set
What was the option that changed the character set? I’m getting emails with funny character codes in them. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: [EMAIL PROTECTED] Web: http://www.cainetserv.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Retrieving intact initial message
> > Gives me the most of it ... but I really need to get at the > > headers ... > > When you're looking at a ticket you can click a link to display the > email without formatting. This gives me all the headers and even a > download link. Ah, that's good to know ... that means it must be there somewhere. Does anyone know where it is stored? Thanks ... Paul ___ 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/
Re: [otrs] Setup generic Agent to delete tickets with big attachments
Hi Danie, Danie schrieb: Hi , I've looked at the Generic Agent web interface , but couldn't find a way to run a job that removes tickets with big attachments. Is there a way to add this to the Config.pm , or maybe somewhere else? I've written a GenericAgent module to extend the features of the GenericAgent => see attachments within http://lists.otrs.org/pipermail/otrs-de/2006-May/006138.html You could edit my module. Instead of examine the ticket-history (as I do), you can examine the attachment-sizes within the ticket-articles. See http://dev.otrs.org/ Kernel::System::Ticket::Article with all the attachment-functions for some guidance. > TIA > Daniel Bye, Alex ___ 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] Agent Notification Issue - OTRS 2.0.4
Enabled 24/7 working hours and still having the same issue. ___ 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] Agent Notification Issue - OTRS 2.0.4
I have made sure that the working hours are 24/7 in the Kernel/Config.pm file. Still having the same issue. Magesh. ___ 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] agent information
hi is it possible to ad custom fields to the agents, like homeadress, phone, mobile etc?? i can see its possible for the customer but can't find anything on agents Eirik ___ 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] Setup generic Agent to delete tickets with big attachments
Hi , I've looked at the Generic Agent web interface , but couldn't find a way to run a job that removes tickets with big attachments. Is there a way to add this to the Config.pm , or maybe somewhere else? TIA Daniel ___ 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/
Re: [otrs] persistent mysql-connection
Hallo.
In the German list is alos a discussion about this.
Subject: "pers. DB Verbindungen unter mod_perl2"
It seems this is a bug.
http://bugs.otrs.org/show_bug.cgi?id=1050
--
Best regards
André Bauer
System: Debian 3.1 / Apache 2.0.54 / MySQL 4.0.24 / OTRS 2.0.4
AS> Hi all,
AS> once again, I would like to point to my problem of using a persistent
AS> mysql-connection discribed below. Nobody any ideas?
AS> Original-Nachricht
AS> Datum: Thu, 27 Apr 2006 15:35:19 +0200
AS> Hi,
AS> I want to use a persistent mysql-connection to speed up OTRS.
AS> I followed README.webserver and set up mod_perl on apache v1.3 which I
AS> didn't use before.
AS> Additionally, I included
AS> Perlrequire /opt/otrs/scripts/apache-perl-startup.pl
AS> Finally, I activated
AS> #use Apache ();
AS> #use Apache::DBI ();
#Apache::DBI->>connect_on_init('DBI:mysql:otrs', 'otrs', 'some-pass');
AS> with the same user/password like in ~/Kernel/Config.pm
AS> Know, the apache startup really takes a long time and OTRS needs only
AS> half the time to load a page than on cgi-mode.
AS> But the problem is that
AS> show processlist
AS> e.g. always shows the same proccess-id for my phpMyAdmin-connection,
AS> but always flushing and disappearing diffent process-ids for my
AS> otrs-connection.
AS> So I think OTRS currently doesn't use persistent DB-connections.
AS> What's wrong - any advice?
AS> Thanks, Alex
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[otrs] Customer User Management update button
Please help The update button under Customer User Management is not working it gives me the error below Please advise Error: Not supported for this module! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.7 OS: linux Time: Tue May 2 11:08:16 2006 Message: Not supported for this module! Traceback (12388): Module: Kernel::System::CustomerUser::LDAP::CustomerUserUpdate (v1.24) Line: 370 Module: Kernel::System::CustomerUser::CustomerUserUpdate (v1.22) Line: 328 Module: Kernel::Modules::AdminCustomerUser::Run (v1.37 ) Line: 191 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 652 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 ___ 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/
Re: [otrs] Agent Notification Issue - OTRS 2.0.4
Hi, I think notification are only send within the support time given by the parameter "TimeWorkingHours". Bye, Alex Magesh Varadharajan schrieb: Hi, I am pretty new to OTRS. We implemented the OTRS system a week back and everything was working great. The Customer Notification, Agent Notification, etc. But, from Friday onwards my Agent Notification stopped working. Any a time a new ticket is created, I no longer get any emails. The following is how I have setup the Queues 1. HR - Queue by itself and valid 2. Support - Queue by itself and valid 3. Raw - Invalid 4. Postmaster – Invalid I have enabled Customer Groups mapping in the Config.pm file so that I can assign certain customers to HR alone and certain others to Support alone or both. In my Agent Preferences I have made sure that I have selected all the queues and updated it (highlighted each and every queue). Made sure that I also enabled New Ticket, Follow Up, Ticket lock, Move notifications are set to yes. I am not sure why the Agent Notification has stopped working. I haven’t enabled SMTP, again this is not going to help much because the Customer Notifications are working. Any help is wonderful. Magesh. ___ 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] failure of special ACL-settings
Hi all,
I wan't to cut rights on tickets belonging to the Postmaster-queue
(because this is the incoming-queue where tickets should first be
categorized by moving into another queue before further actions take place).
For that, I used the ACL below.
$Self->{TicketAcl}->{'04_Postmaster_Beschraenkung'} = {
Properties => {
Ticket => {
Queue => ['Postmaster'],
}
},
Possible => {
Action => {
AgentTicketLock => 0,
AgentTicketZoom => 1,
AgentTicketClose => 0,
AgentTicketPending => 0,
AgentTicketNote => 0,
AgentTicketHistory => 1,
AgentTicketPriority => 1,
AgentTicketFreeText => 1,
AgentTicketHistory => 1,
AgentTicketCompose => 0,
AgentTicketBounce => 0,
AgentTicketTicketPrint => 1,
AgentTicketForward => 0,
AgentTicketTicketLink => 0,
AgentTicketPrint => 1,
AgentTicketPhone => 0,
AgentTicketCustomer => 1,
AgentTicketOwner => 0,
},
},
};
The problem is that "AgentTicketCompose => 0," does not take effect:
It's no longer possible to do phone calls (AgentTicketPhone => 0,) for
tickets within the queue Postmaster, but Mail-responses still can be
made. The problem is that with this action, a ticket is locked which
should not be possible (AgentTicketLock => 0,)
Do you have the same behaviour? Any advices?
Bye, Alex
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[otrs] FW: OTRS problem in customer.pl
From: Harishkumar [mailto:[EMAIL PROTECTED]] Sent: Saturday, April 29, 2006 6:55 PM To: 'otrs@otrs.org' Subject: FW: OTRS problem in customer.pl From: Harishkumar [mailto:[EMAIL PROTECTED]] Sent: Saturday, April 29, 2006 6:34 PM To: '[EMAIL PROTECTED]'; 'dev@otrs.org' Cc: '[EMAIL PROTECTED]' Subject: OTRS problem in customer.pl Dear Sir / Madam Request you you to please suggest on the following problem in the OTRS 1 ) Using customer.pl , when customer creates the ticket , and then press submit icon , the response of the server goes tremendously slow , it takes long time for bottom bar to complete . 2 ) Is there any problem of database ,??? , when we checked with empty database , the response was quite good . , . 3 ) Can we purge the old and closed tickets from the database , please suggest on this , how can we do this … Thanks and Regards Harish kumar ___ 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] persistent mysql-connection
Hi all,
once again, I would like to point to my problem of using a persistent
mysql-connection discribed below. Nobody any ideas?
Original-Nachricht
Datum: Thu, 27 Apr 2006 15:35:19 +0200
Hi,
I want to use a persistent mysql-connection to speed up OTRS.
I followed README.webserver and set up mod_perl on apache v1.3 which I
didn't use before.
Additionally, I included
Perlrequire /opt/otrs/scripts/apache-perl-startup.pl
Finally, I activated
#use Apache ();
#use Apache::DBI ();
#Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'some-pass');
with the same user/password like in ~/Kernel/Config.pm
Know, the apache startup really takes a long time and OTRS needs only
half the time to load a page than on cgi-mode.
But the problem is that
show processlist
e.g. always shows the same proccess-id for my phpMyAdmin-connection,
but always flushing and disappearing diffent process-ids for my
otrs-connection.
So I think OTRS currently doesn't use persistent DB-connections.
What's wrong - any advice?
Thanks, Alex
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[otrs] login
I am not sure what I did but after activating the CustomerGroupSupport I can not login on the LOG S CALL login window Please advise thanks ___ 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/
