Re: [otrs] Error when closing tickets
Maurice: Sorry, I missed your reply. Thank you! Michael Maurice James Ny wrote: I answered this question last week. Here it is again: Try to search the archives there may be more answers. This one worked for me. *** It might sound crazy, but I removed the line of code from Email.pm that the error is referring to and it solved it. I logged into the CVS and compared Email.pm from this version of OTRS 2.1.7 to the last version that I was using 2.1.5. Look at the following link: http://cvs.otrs.org/viewvc.cgi/otrs/Kernel/System/Email.pm?view=diff&r1=1.20 %3Arel-2_1_5&tr1=1.27&r2=1.20.2.1%3Arel-2_1_7&tr2=1.1&diff_format=h When the page comes up scroll down to line 256 and you will see the difference. I hope this works for you. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Michael Bush Sent: Wednesday, May 30, 2007 8:05 AM To: User questions and discussions about OTRS.org Subject: [otrs] Error when closing tickets I consistently get the OTRS error below when closing tickets. Any ideas what might be causing the error and how to resolve it? Michael Bush OTRS Message below: Software error: Unknown encoding '' at ../..//Kernel/System/Email.pm line 255 ___ 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 or consulting for your OTRS system? => http://www.otrs.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 or consulting for your OTRS system? => http://www.otrs.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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] NewTicketReject.pm
What is NewTicketReject.pm used for? Its located in /opt/otrs/Kernel/System/Filter/ How do I use 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 Support or consulting for your OTRS system? => http://www.otrs.com/
[OTRS] How to code with SOAP?
Heres my delema. I use ISPConfig, and I use OTRS for support. How do I use SOAP with in ISPConfig to create, edit, and delete customer users in OTRS? To stream line account creation? John ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Question for Notification for follow up
Hi all, When the user relpy the ticket, then owner will recive the follow up notification emil. Question, Can i insert one more admin user to recive the follow up notifcation emil ? Thanks Patrick ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Agent new ticket notification & reply-to field
Hi list, Does anyone could tell me if there is any way to setup the reply-to field for a notification to an agent ? I would like to send agent new ticket notification with the reply-to field set with customer email. This would able my agents to directly reply to the customer by email with a cc to otrs. Thanks for your ideas, Regards, Christophe. EXOSEC SAS - France ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] State: Response
Hi, frist: sorry for my english. I want unlock the response of my customers but not the tickets with a agent response in other words, the new menssages (new tickets or not) i want in my inbox, the other tickets not (locked but without a response) Any ideas? PAra el que entienda español: Quiero que los mensajes nuevos (pueden o no ser nuevos tickets) no se bloquen para el usuario y aparezcan siempre en la Inbox pero que los mensajes que los agentes responden, y aún no fueron contestados por los clientes permanezcan bloqueados para ese usuario. Ideas? -- Saludos, Gustavo Azambuja Linux User: 275813 - Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail - ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Filter only replys on POP3
Hello, I want to create a filter that only mails recived by the POP3 agent that are a reply from a customer to a ticket are processed. Is there a way that i can do that ? I Dont know wich kind of filter i need to create Thanks, kevin ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] CustomerID and CustomerID's
Hello, Is it possible using company tickets function to provide customer X with access to customer Y tickets, but at the same time, to give no acces for customer Y to see customers X tickets? When i describe customer X ID in customers Y IDs field and customer Y ID in customers X IDs field they are able to see each other tickets. But if i describe customer Y ID in customers X IDs field ONLY, nobody can see any ticket using company tickets, i mean customer X is not able to see customers Y tickets. how can i mange that? Regards -- Matas ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Simple code to add to signature
Hi all,
I've found it helpful to add support for inserting the ticket ID within the
signature and added the following snippet to
Kernel/Modules/AgentTicketCompose.pm:
Immediately after the following line:
$Data{$_} =~ s//$Self->{UserLogin}/g;
I added the following:
$Data{$_} =~ s//$Ticket{TicketNumber}/g;
Full code:
# replace other needed stuff
$Data{$_} =~ s//$Self->{UserFirstname}/g;
$Data{$_} =~ s//$Self->{UserLastname}/g;
$Data{$_} =~ s//$Self->{UserID}/g;
$Data{$_} =~ s//$Self->{UserLogin}/g;
$Data{$_} =~ s//$Ticket{TicketNumber}/g;
--
Saludos,
Gustavo Azambuja
Linux User: 275813
-
Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando
Software Libre y auditable.
This message doesn't contain viruses, because it has been created with
Linux, using auditable Free Software.
http://es.wikipedia.org/wiki/Linux_No_Virus_Mail
-
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Re: [otrs] OTRS2 (Debian and LDAP) problems
Hey Jim,
> features to work... probably the firwst thing to ask is - how can I get
> a decent level of debugging (I've set apache to run as debug but this
you can increase the log output by inserting
$Self->{Debug} = 1;
in Kernel/Config.pm.
You can really make OTRS spill its guts by setting "my $Debug = 0; " to "my
$Debug = 1;" instead.
This setting is located in bin/cgi-bin/index.pl around line no 38 (OTRS 2.1.6).
> Does anyone have any tips, opr could you send me a working Config.pm to
> compare please?
You can check the mailing list archives for that as this problem is not
uncommon :-(
Anyways, in your config is something missing. LDAP authentication has to be done
in two parts for both agents and customers. Therefore you have to have, say, 4
content blocks:
1. Agent LDAP auth
2. Agent LDAP sync (missing in your config)
3. Customer LDAP auth (missing in your config)
4. Customer LDAP sync
For 2. insert something like this (change to fit your needs):
# UserSyncLDAPMap
# (map if agent should create/synced from LDAP to DB after login)
$Self->{UserSyncLDAPMap} = {
# DB -> LDAP
Firstname => 'givenName',
Lastname => 'sn',
Email => 'mail',
};
For 3. insert (again, needs to be customized):
# customer user authentication
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = '';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = '';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'uid';
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = '';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '';
# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
$Self->{'Customer::AuthModule::LDAP::Params'} = {
port => 389,
timeout => 120,
async => 0,
version => 3,
};
OTRS needs to sync user information to its local database and needs the config
blocks 2 and 4 for it. Blocks 1 and 3 are for authentication, which has to be
set up for agents and customers separately.
Hope this helps
Tobias
--
50% of the high school graduates in this country graduated in the bottom half
of their class.
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[otrs] Duplicate replies send to customers
When sending mail replies from the agent web interface, it happens that customers receive duplicate mails. In practice, when an agent sends a reply from the web interface, in the To field the following address is displayed: "mail\*customer\.com" then the reply is sent twice (* stands for @) If I correct the the entry in the To field in: mail*customer.com then teh reply is correctly sent once. Any idea about the reason for such a weird behaviour? -- Gabriele D'Andrea ___ 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 or consulting for your OTRS system? => http://www.otrs.com/
[otrs] OTRS2 (Debian and LDAP) problems
Hi Team,
I am just getting started with OTRS, and I'm trying to get the LDAP
features to work... probably the firwst thing to ask is - how can I get
a decent level of debugging (I've set apache to run as debug but this
doesn't really tell me anything useful) - is there anything in OTRS itself?
Following smoothly on - I've got it all running OK with Postgresql, but
am having problems integrating LDAP for agents and customers (config
attached)...
I'm pretty sure its connecting alright, because if I say I've forgotten
my password, it sends me a new one (that doesn't work either), and knows
that the customers are stored in something called 'BEC Users' (and can't
add new ones). If I activate the first bit (authmodule) then I can't log
in as an agent; if I activate the second, I can't log in as a customer.
Does anyone have any tips, opr could you send me a working Config.pm to
compare please?
thanks in advance
Jim Potter
Brislington Enterprise College
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = 'ldap-master';
$Self->{'AuthModule::LDAP::BaseDN'} =
'ou=icttechnicians,ou=supportstaff,ou=staffusers,ou=users,dc=brislington,dc=bristol,dc=sch,dc=uk';
$Self->{'AuthModule::LDAP::UID'} = 'uid';
$Self->{'AuthModule::LDAP::GroupDN'} = '';
$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid';
$Self->{'AuthModule::LDAP::UserAttr'} = 'UID';
$Self->{'AuthModule::LDAP::SearchUserDN'} =
'cn=otrs,ou=system,dc=brislington,dc=bristol,dc=sch.dc=uk';
$Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxx';
$Self->{'AuthModule::LDAP::AlwaysFilter'} = '';
$Self->{'AuthModule::LDAP::Params'} = {
port => 389,
timeout => 120,
async => 0,
version => 3,
};
$Self->{CustomerUser} = {
Name => 'BEC Users',
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
Host => 'ldap-master',
BaseDN => 'ou=users,dc=brislington,dc=bristol,dc=sch,dc=uk',
SSCOPE => 'sub',
UserDN =>
'cn=otrs,ou=system,dc=brislington,dc=bristol,dc=sch,dc=uk',
UserPw => 'xxx',
AlwaysFilter => '',
Params => {
port => 389,
timeout => 120,
async => 0,
version => 3,
},
},
CustomerKey => 'uid',
CustomerID => 'mail',
CustomerUserListFields => ['cn', 'mail'],
CustomerUserSearchFields => ['uid', 'cn', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
CustomerUserExcludePrimaryCustomerID => 0,
AdminSetPreferences => 0,
Map => [
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1,
'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1,
'var', '', 0 ],
[ 'UserLogin', 'Username', 'uid', 1, 1,
'var', '', 0 ],
[ 'UserEmail', 'Email', 'mail',1, 1,
'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'mail',0, 1,
'var', '', 0 ]
],
};
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