Re: [otrs] Anyone using CGIWRAP/SUEXEC/?? with OTRS

[Jo Rhett]

On Nov 7, 2007, at 1:47 PM, Tuc at T-B-O-H.NET wrote:

(Well, not for you, since you probably compiled with
--without-redirect-stderr while thats not our default)


Of course not.  That's a huge security risk.  In a lot of places you  
could put in bogus input and get back things like database passwords  
and stuff from the output when the query fails.  You should never,  
ever do that.


--
Jo Rhett
senior geek

Silicon Valley Colocation
Support Phone: 408-400-0550




___
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] OTRS theming

[Sérgio Araújo]

Hi,


> Message: 1
> Date: Wed, 07 Nov 2007 14:00:11 -0500
> From: Andy Lubel <[EMAIL PROTECTED]>
> Subject: Re: [otrs] Installing on a shared hosted server
> To: "User questions and discussions about OTRS.org" 
> Message-ID: <[EMAIL PROTECTED]>
> Content-Type: text/plain; charset="US-ASCII"
> 
> I have yet to meet a *NIX that has them the first time I run
> otrs.checkModules but I admit, I don't play much with the commercial
> distros.  I have also never installed OTRS any other way than the source
> install :)
> 
> What hosting company using shared virtual servers OR OS distribution just
> has the needed perl modules already installed?  That interests me because a
> lot of times I need to stand otrs up for little demos.
> 
> I do agree on the mod_perl thing, never needed it and we have over 200,000
> tickets right now in our production system.  50 agents and over 900 unique
> customers.
> 
> -Andy
> 
> PS - Richard, I really like the way you made OTRS look in your screenshots!
> http://besite.nl/pagina/webapplicaties/email-response-management.html
> We can talk offline about possibly theming our OTRS :)

We're very interested too, please contact me directly.

Regards,
-- 
Sérgio Araújo

3GNTW - Tecnologias de Informação, Lda <[EMAIL PROTECTED]>
SIP: [EMAIL PROTECTED] GSM: +351 914 257 547 Fax: +351 252 377 116
Ignorance more frequently begets confidence than does knowledge. Darwin,
C. (1871). The descent of man.
___
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/

RE: [otrs] Ticket SMS Notifications- possible?

[Mark Nernberg]

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of B Z
Sent: Wednesday, November 07, 2007 6:53 PM
To: otrs@otrs.org
Subject: [otrs] Ticket SMS Notifications- possible?

 

I'm trying to implement SMS (Text Message) Notifications when tickets arrive
in a specific queue or are of a specific priority level. 

Is this functionality available in OTRS 2.2?

I've looked through the documentation and on google but I have yet to find
anyone who has either done this or explains how it can be done.

As always, your help is greatly appreciated!

- Brian Zitzow

  _  

Peek-a-boo FREE Tricks & Treats for You! Get
  'em!

 

REPLY:

 

Have you considered emailing it to an SMS email address?

 

Most carriers (at least in the US) have email addresses that correspond to
their telephone numbers, like [EMAIL PROTECTED] (this is
only an example, check with your carrier for the correct address!)

 

This would be easier than implementing another module.

___
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] Ticket SMS Notifications- possible?

[B Z]

I'm trying to implement SMS (Text Message) Notifications when tickets arrive in 
a specific queue or are of a specific priority level. 

Is this functionality available in OTRS 2.2?

I've looked through the documentation and on google but I have yet to find 
anyone who has either done this or explains how it can be done.

As always, your help is greatly appreciated!

- Brian Zitzow

_
Peek-a-boo FREE Tricks & Treats for You!
http://www.reallivemoms.com?ocid=TXT_TAGHM&loc=us___
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/

RE: [otrs] Add Button To menu

[Forums]

Hi Dave,
 
If you want to add a link for agent interface you can modify Header.dtl file
for customer would be better to modify CustomerNavigationBar.dtl
 
Carlos
 
  _  

De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Dave
Wojciechowski
Enviado el: Lunes, 22 de Octubre de 2007 08:02 a.m.
Para: User questions and discussions about OTRS.org
Asunto: [otrs] Add Button To menu


Does anyone know the best way to add a button to the top row of the menu
that would open a new window to a link?
 

Thanks 


I'm Wojo 

  _  

 

 

 
___
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/

Re: [otrs] Anyone using CGIWRAP/SUEXEC/?? with OTRS

[Tuc at T-B-O-H.NET]

Hi,

Actually, yea, there is a change necessary.
(Well, not for you, since you probably compiled with
--without-redirect-stderr while thats not our default)
Once I did, the application works fine. If you don't,
then atleast on the 2.2.3 version, when you went to 
add an admin user it should have died. The developers
made a fix today to stop that from happening which will
make 2.2.5 (Since 2.2.4 is already released) or you
can pull the 
http://cvs.otrs.org/viewvc.cgi/*checkout*/otrs/Kernel/Output/HTML/PreferencesCustomQueue.pm?revision=1.7.2.1
for the fix.. 

Tuc

> 
> Works fine with cgiwrap.  No changes necessary.
> 
> On Nov 4, 2007, at 9:45 AM, Tuc at T-B-O-H.NET wrote:
> > I was wondering if anyone is using :
> >
> > CGIWRAP
> > SUEXEC
> > Some other cgi security wrapper
> >
> > with OTRS. Please reply offlist, and then
> > I'll summarize.
> >
> > Thanks, Tuc

___
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] chat software integrated to OTRS

[TT]

Hi Community,
 
We are the developer team of BeHelper, an Instant Assistance software, best
known as "chat".
 
We are users of OTRS and some times we have seen messages asking for a chat
software integrated to OTRS. Last months we have been working on it, so we
are pleased to announce the first version that will be launched next Monday
November 12, 2007. 
 
We have named BeHelper TT (troule ticket) to this version.
 
If you want to receive additional info from BeHelper TT or when the demo is
online just email us to [EMAIL PROTECTED]
 
We plan to grow the BeHelper-OTRS integration, so all suggestions are well
received.
 
BeHelper TT will be sold to $24 usd yearly as a hosted solution.
 
 
Best Regards,
 
BeHelper Developer Team
 
___
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] Oracle customer backend

[Baker, Greg]

I want to set up OTRS to have an oracle backend for students who will
not authenticate.  So, I'm wondering how do enable a customer
information backend that can search a field in an oracle table.  I have
no idea how to do this as the only examples I see on otrs.org are for
mysql and ldap.

Thanks for any help.
Greg.
___
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/

Re: [otrs] Installing on a shared hosted server

[Jo Rhett]

On Nov 7, 2007, at 11:00 AM, Andy Lubel wrote:
What hosting company using shared virtual servers OR OS  
distribution just
has the needed perl modules already installed?  That interests me  
because a

lot of times I need to stand otrs up for little demos.


If you can get shell access you can always build and install the perl  
modules in a local repository.


Our builds are based on a design I did for Meer.net some time ago.
Everything is the same except for any customizations they've made  
since then.  Talk to them for a virtual host ;-)


--
Jo Rhett
senior geek

Silicon Valley Colocation
Support Phone: 408-400-0550




___
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] allowing updates without owning the ticket

[Jo Rhett]

If I keep futzing with 2.2.x I might try it, but there are so many  
other crazy limitations that I need to work out before I'd want to  
take that on.


But thank you very much for taking the time to explain that.  I'm  
building a mini-faq of these customizations locally, since there's  
isn't anything other than the list archives for this...


On Nov 7, 2007, at 10:43 AM, Andy Lubel wrote:

Thanks for the level of detail, I think I have good news for you!

In Sysconfig you could expose locked tickets via "Ticket Status  
view" and
that allows you (or any user with rights on the queue) to add a  
note into a
"locked" ticket owned by another user as well as if you were the  
owner.


This is part of my sysconfig that exposes that "Ticket Status view"  
to the

navbar:

$Self->{'Frontend::Module'}->{'AgentTicketStatusView'} =  {
  'NavBar' => [
{
  'Prio' => '110',
  'Block' => '',
  'Image' => 'overview.png',
  'NavBar' => 'Ticket',
  'Type' => '',
  'AccessKey' => 'v',
  'Description' => 'Overview of all open  
Tickets',

  'Name' => 'StatusView',
  'Link' => 'Action=AgentTicketStatusView'
}
  ],
  'GroupRo' => [
 'StatusViewReaders'
   ],
  'NavBarName' => 'Ticket',
  'Description' => 'Overview of all open tickets',
  'Title' => 'Status View',
  'Group' => [
   'SuperAdmin',
   'admin'
 ]
};


Don't just add this into the config.pm.. You can find it in  
sysconfig..

Somewhere I cant remember :)

If I must I can locate it again but I encourage new admins to rummage
through the 2500 or so configuration/customization options available.

Can you let the list know if that works out for your needs?

-Andy


On 11/7/07 1:24 PM, "Jo Rhett" <[EMAIL PROTECTED]> wrote:


If it was better implemented then yeah, Andy, I would agree with
you.  But the locking system in OTRS doesn't distinguish between "I'm
busy working on this" and "I just stuck a note on it then left for
lunch".

If I want to lock a ticket I'm working on, you're right the system
should allow that.  But OTRS requiring a lock to even stick a note on
a ticket is absurd.

On Oct 31, 2007, at 9:52 AM, Andy Lubel wrote:

These aren't "stupid" alternatives, more like warnings/caveats from
real
world implementations.

"DANGER WILL ROBINSON"

The implications of disabling what some of us consider to be a core
functionality of a multi-user helpdesk system should be presented.

"Fools learn from their own mistakes while the Wise Men learn  
from the

mistakes of the Fool"

Good luck in whatever choice you make,

Andy



On 10/31/07 8:36 AM, "Mujtaba Karim" <[EMAIL PROTECTED]> wrote:

Guys leave it if you cant do it then don't suggest stupid  
alternates

The guy clearly said he needs to disable the lock system

Here is how


In SysConfig, you must disable RequiredLock in these pages

Frontend::Agent::Ticket::ViewBounce

Frontend::Agent::Ticket::ViewClose

Frontend::Agent::Ticket::ViewCompose

Frontend::Agent::Ticket::ViewForward

Frontend::Agent::Ticket::ViewMerge

Frontend::Agent::Ticket::ViewPending

Frontend::Agent::Ticket::ViewPhoneOutbound

Frontend::Agent::Ticket::ViewPriority



In general, check all ..View.. pages to see wether RequiredLock is
enabled.



Then, you can disable the links to locks: unchek

Ticket::Frontend::MenuModule###100Lock:

Ticket::Frontend::MenuModule###400-Owner:

in Frontend::Agent::Ticket::MenuModule

and Frontend::Agent::Ticket::MenuModulePre



I've done these modification and worked fine without locks for a
while in
the past





Additionally, you might also want to disable

Frontend::Module###AgentTicketLock:

Frontend::Module###AgentTicketOwner:

in Frontend::Agent::ModuleRegistration

but I don't know if this can cause some issues


Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
 C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
www.pixsense.com

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of
[EMAIL PROTECTED]
Sent: Wednesday, October 31, 2007 5:00 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 51, Issue 64

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
[EMAIL PROTECTED]

You can reach the person managing the list at
[EMAIL PROTECTED]

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1.  Let OTRS mail external notify

Re: [otrs] OTRS Notification Master Q? - pop3?

[Richard Hinkamp - BeSite]

In Config.pm:

$Self->{'NotificationSenderName'} =  'name';
$Self->{'NotificationSenderEmail'} =  '[EMAIL PROTECTED]';

Richard

B Z wrote:
Is there a way to to change the email address that OTRS uses to notify 
when tickets are submitted? Preferably to use a pop3 mail address and 
settings?


for example, when a new ticket arrives, I am notified (it appears) by 
[EMAIL PROTECTED] but I would like to be notified by [EMAIL PROTECTED]


I hope my question makes sense within the context and functionality of 
OTRS and I appreciate your help!


Thank you!
Brian Zitzow

___
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] OTRS Notification Master Q? - pop3?

[B Z]

Is there a way to to change the email address that OTRS uses to notify when 
tickets are submitted? Preferably to use a pop3 mail address and settings?

for example, when a new ticket arrives, I am notified (it appears) by [EMAIL 
PROTECTED] but I would like to be notified by [EMAIL PROTECTED]

I hope my question makes sense within the context and functionality of OTRS and 
I appreciate your help!

Thank you!
Brian Zitzow

_
Climb to the top of the charts!  Play Star Shuffle:  the word scramble 
challenge with star power.
http://club.live.com/star_shuffle.aspx?icid=starshuffle_wlmailtextlink_oct___
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/

Re: [otrs] Installing on a shared hosted server

[Andy Lubel]

I have yet to meet a *NIX that has them the first time I run
otrs.checkModules but I admit, I don't play much with the commercial
distros.  I have also never installed OTRS any other way than the source
install :)

What hosting company using shared virtual servers OR OS distribution just
has the needed perl modules already installed?  That interests me because a
lot of times I need to stand otrs up for little demos.

I do agree on the mod_perl thing, never needed it and we have over 200,000
tickets right now in our production system.  50 agents and over 900 unique
customers.

-Andy

PS - Richard, I really like the way you made OTRS look in your screenshots!
http://besite.nl/pagina/webapplicaties/email-response-management.html
We can talk offline about possibly theming our OTRS :)



On 11/7/07 1:36 PM, "Richard Hinkamp - BeSite" <[EMAIL PROTECTED]> wrote:

> Same here...
> 
> Jo Rhett wrote:
>> Just FYI we're using OTRS on three separate virtual shared servers no
>> problem.  No modifications to the code at all to handle it, just out of
>> the box installation.
>> 
>> You don't need to modify the apache configuration (that I can see
>> anyway) and you certainly don't need mod_perl.  (and if you have high
>> enough load to need mod_perl then you're going to want a dedicated
>> system anyway)
> ___
> 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/

Re: [otrs] RE: otrs Digest, Vol 51, Issue 64

[Andy Lubel]

Thanks for the level of detail, I think I have good news for you!

In Sysconfig you could expose locked tickets via "Ticket Status view" and
that allows you (or any user with rights on the queue) to add a note into a
"locked" ticket owned by another user as well as if you were the owner.

This is part of my sysconfig that exposes that "Ticket Status view" to the
navbar:

$Self->{'Frontend::Module'}->{'AgentTicketStatusView'} =  {
  'NavBar' => [
{
  'Prio' => '110',
  'Block' => '',
  'Image' => 'overview.png',
  'NavBar' => 'Ticket',
  'Type' => '',
  'AccessKey' => 'v',
  'Description' => 'Overview of all open Tickets',
  'Name' => 'StatusView',
  'Link' => 'Action=AgentTicketStatusView'
}
  ],
  'GroupRo' => [
 'StatusViewReaders'
   ],
  'NavBarName' => 'Ticket',
  'Description' => 'Overview of all open tickets',
  'Title' => 'Status View',
  'Group' => [
   'SuperAdmin',
   'admin'
 ]
};


Don't just add this into the config.pm.. You can find it in sysconfig..
Somewhere I cant remember :)

If I must I can locate it again but I encourage new admins to rummage
through the 2500 or so configuration/customization options available.

Can you let the list know if that works out for your needs?

-Andy


On 11/7/07 1:24 PM, "Jo Rhett" <[EMAIL PROTECTED]> wrote:

> If it was better implemented then yeah, Andy, I would agree with
> you.  But the locking system in OTRS doesn't distinguish between "I'm
> busy working on this" and "I just stuck a note on it then left for
> lunch".
> 
> If I want to lock a ticket I'm working on, you're right the system
> should allow that.  But OTRS requiring a lock to even stick a note on
> a ticket is absurd.
> 
> On Oct 31, 2007, at 9:52 AM, Andy Lubel wrote:
>> These aren't "stupid" alternatives, more like warnings/caveats from
>> real
>> world implementations.
>> 
>> "DANGER WILL ROBINSON"
>> 
>> The implications of disabling what some of us consider to be a core
>> functionality of a multi-user helpdesk system should be presented.
>> 
>> "Fools learn from their own mistakes while the Wise Men learn from the
>> mistakes of the Fool"
>> 
>> Good luck in whatever choice you make,
>> 
>> Andy
>> 
>> 
>> 
>> On 10/31/07 8:36 AM, "Mujtaba Karim" <[EMAIL PROTECTED]> wrote:
>> 
>>> Guys leave it if you cant do it then don't suggest stupid alternates
>>> The guy clearly said he needs to disable the lock system
>>> 
>>> Here is how
>>> 
>>> 
>>> In SysConfig, you must disable RequiredLock in these pages
>>> 
>>> Frontend::Agent::Ticket::ViewBounce
>>> 
>>> Frontend::Agent::Ticket::ViewClose
>>> 
>>> Frontend::Agent::Ticket::ViewCompose
>>> 
>>> Frontend::Agent::Ticket::ViewForward
>>> 
>>> Frontend::Agent::Ticket::ViewMerge
>>> 
>>> Frontend::Agent::Ticket::ViewPending
>>> 
>>> Frontend::Agent::Ticket::ViewPhoneOutbound
>>> 
>>> Frontend::Agent::Ticket::ViewPriority
>>> 
>>> 
>>> 
>>> In general, check all ..View.. pages to see wether RequiredLock is
>>> enabled.
>>> 
>>> 
>>> 
>>> Then, you can disable the links to locks: unchek
>>> 
>>> Ticket::Frontend::MenuModule###100Lock:
>>> 
>>> Ticket::Frontend::MenuModule###400-Owner:
>>> 
>>> in Frontend::Agent::Ticket::MenuModule
>>> 
>>> and Frontend::Agent::Ticket::MenuModulePre
>>> 
>>> 
>>> 
>>> I've done these modification and worked fine without locks for a
>>> while in
>>> the past
>>> 
>>> 
>>> 
>>> 
>>> 
>>> Additionally, you might also want to disable
>>> 
>>> Frontend::Module###AgentTicketLock:
>>> 
>>> Frontend::Module###AgentTicketOwner:
>>> 
>>> in Frontend::Agent::ModuleRegistration
>>> 
>>> but I don't know if this can cause some issues
>>> 
>>> 
>>> Mujtaba Karim
>>> Customer Support Manager
>>> PixSense Inc.
>>> 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
>>>  C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
>>> www.pixsense.com
>>> 
>>> -Original Message-
>>> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
>>> Behalf Of
>>> [EMAIL PROTECTED]
>>> Sent: Wednesday, October 31, 2007 5:00 PM
>>> To: otrs@otrs.org
>>> Subject: otrs Digest, Vol 51, Issue 64
>>> 
>>> Send otrs mailing list submissions to
>>> otrs@otrs.org
>>> 
>>> To subscribe or unsubscribe via the World Wide Web, visit
>>> http://lists.otrs.org/cgi-bin/listinfo/otrs
>>> or, via email, send a message with subject or body 'help' to
>>> [EMAIL PROTECTED]
>>> 
>>> You can reach the person managing the list at
>>> [EMAIL PROTECTED]
>>> 
>>> When replying, please edit your Subject line so it is more specific
>>> than "Re: Contents of otrs digest..."
>>> 
>>> 
>>> Today's Topics:
>>> 
>

Re: [otrs] Installing on a shared hosted server

[Richard Hinkamp - BeSite]

Same here...

Jo Rhett wrote:
Just FYI we're using OTRS on three separate virtual shared servers no 
problem.  No modifications to the code at all to handle it, just out of 
the box installation.


You don't need to modify the apache configuration (that I can see 
anyway) and you certainly don't need mod_perl.  (and if you have high 
enough load to need mod_perl then you're going to want a dedicated 
system anyway)

___
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/

Re: [otrs] Installing on a shared hosted server

[Jo Rhett]

Just FYI we're using OTRS on three separate virtual shared servers no  
problem.  No modifications to the code at all to handle it, just out  
of the box installation.


You don't need to modify the apache configuration (that I can see  
anyway) and you certainly don't need mod_perl.  (and if you have high  
enough load to need mod_perl then you're going to want a dedicated  
system anyway)


On Nov 7, 2007, at 8:30 AM, Andy Lubel wrote:

Installing OTRS without root permissions and restricted access to the
system is heavy or even inpossible depending on the system you or your
provider is using. We recomment to use a dedicated root server to run
OTRS where the environment fids the needs of OTRS, web hosting
environments very ofthen do not include the system features needed  
to run
OTRS properly (full access to the apache configuration, adding and  
editing

cron jobs, using mod_perl, e.g.).

http://faq.otrs.org/otrs/public.pl? 
Action=PublicFAQ&CategoryID=31&ItemID=235




On 11/7/07 10:11 AM, "Richard Hinkamp - BeSite" <[EMAIL PROTECTED]>  
wrote:



Not possible.


Is possible.
When the server has all perl modules, you can upload OTRS and with  
the
correct config it will run. The only thing you probably need is a  
way to

install cronjobs (POP3 fetching, pendingjobs). When you have a web
interface for that, you should be ok.

Richard
___
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/


--
Jo Rhett
senior geek

Silicon Valley Colocation
Support Phone: 408-400-0550




___
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/

Re: [otrs] Prevent Wrapping of URLs in Tickets Created By Emailing

[Andy Lubel]

I do believe that stems from 2 things, one is the client/agent browser and
the other is the email client.

http://www.mail-archive.com/otrs@otrs.org/msg16922.html

-Andy


On 11/7/07 12:45 PM, "Brett Davis" <[EMAIL PROTECTED]> wrote:

> Hello,
> 
> Is there any way to  make it so that URLs that my customers/users email in
> to create tickets do not get wrapped to a new line?  I understand and can
> deal with the line wrapping in the emailed "" notification that there
> is a new ticket as below but the links that are in the ticket within the
> agent interface are also being wrapped which makes them unusable without
> piecing them back together.  If I create tickets using the "Phone-Ticket" or
> "Email-Ticket" icons in the agent web interface, or as a customer through
> the customer web interface, the visible text of the URLs is clipped and
> replace with a "[...]" but the actual link at least still works which is
> perfect.  The tickets that get created via emails sent in to OTRS always end
> up being wrapped and broken though.  We can of course get by by piecing the
> links back together manually but it is somewhat annoying.  Is there any way
> to make OTRS handle/display URLs in tickets that are emailed in the same way
> it handles the ones created via the web forms?
> 
> Thanks
> 
> 
> Brett Davis
> Information Systems
> Network/Telecom Manager
> Dynojet Research, Inc.
> www.dynojet.com
> 
> -Original Message-
> From: OTRS Notification Master [mailto:[EMAIL PROTECTED]
> Sent: Wednesday, November 07, 2007 09:23
> To: [EMAIL PROTECTED]
> Subject: [Ticket#200711071024] New ticket notification! (No Subject)
> 
> Hi Brett,
> 
> there is a new ticket in "IS::Tickets::Web"!
> 
> "Dusty Schaller" <[EMAIL PROTECTED]> wrote:
> 
> 
>> 
> http://www.powercommander.com/powercommander_iii_usb/powercommander_all_down
>> loads.aspx?mk=8
>> 
> > nloads.aspx?mk=8&mdl=62&yr=2006> &mdl=62&yr=2006
>> 
>>  
>> 
>> map -009 is listed twice
>> 
>>  
>> 
>> Dustin Schaller
>> 
>> Powersports Technical Support Manager
>> 
>> Dynojet Research
>> 
>> 800-992-4993
>> 
>> www.dynojet.com
>> 
>> www.powercommander.com
>> 
>>  
> 
> 
> http://helpdesk.dynojetcorp.com/otrs/index.pl?Action=AgentZoom&TicketID=302
> 
> Your OTRS Notification Master
> 
> 
> 
> 
> ___
> 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/

Re: [otrs] Anyone using CGIWRAP/SUEXEC/?? with OTRS

[Jo Rhett]

Works fine with cgiwrap.  No changes necessary.

On Nov 4, 2007, at 9:45 AM, Tuc at T-B-O-H.NET wrote:

I was wondering if anyone is using :

CGIWRAP
SUEXEC
Some other cgi security wrapper

with OTRS. Please reply offlist, and then
I'll summarize.

Thanks, Tuc
___
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/


--
Jo Rhett
senior geek

Silicon Valley Colocation
Support Phone: 408-400-0550




___
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/

Re: [otrs] two problems with LDAP authentication

[Andy Lubel]

That's for old version the new version, the syntax is as follows:

 # UserSyncLDAPMap
 # (map if agent should create/synced from LDAP to DB after login)
 $Self->{UserSyncLDAPMap} = {
 # DB -> LDAP
 UserFirstname => 'givenName',
 UserLastname => 'sn',
 UserEmail => 'mail',
 }; 

You will also need to go into the database once you log in for the first
time (with no rights but the defaults), log back out and do an update in the
system_user table to make your LDAP account the new admin.

Good news is I am building a test environment today so if you have trouble
doing that update query to make your account the admin, I could paste the
SQL code to make that happen :)


-Andy



On 11/7/07 12:32 PM, "Kurt OConnor" <[EMAIL PROTECTED]> wrote:

> Check that you have the right names for this mapping.
> 
> 
> # UserSyncLDAPMap
> # (map if agent should create/synced from LDAP to DB after login)
> $Self->{UserSyncLDAPMap} = {
> # DB -> LDAP
> Firstname => 'givenName',
> Lastname => 'sn',
> Email => 'mail',
> }; 
> 
> 
> Kurt O'Connor
> Linn State Technical College
> [EMAIL PROTECTED]
> 573-897-5275
> --
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
> Daniele
> Sent: Wednesday, November 07, 2007 8:05 AM
> To: otrs@otrs.org
> Subject: [otrs] two problems with LDAP authentication
> 
> I updated otrs from 2.0.4 to 2.2.3 yesterday on my debian server.
> I didn't change the db. I am still using the previous installation mySQL
> db.
> 
> Today, if I use internal DB authentication I can get inside my OTRS as
> admin and all is fine.
> 
> But, if I change my kernel/config.pm to use LDAP authentication, I get
> the following two problems.
> 
> 1st. I no longer can get in as DB admin, I MUST use a different admin
> account from MS AD.
> 2nd. I no longer can get/see the edit field to enter user names on the
> left side of the [ User Management ] area of the admin > [ User ]
> section
> 
> Can someone help me, please?
> Thank you in advance.
> Daniele
> ___
> 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/
> NOTE: 
> 
> This e-mail transmission may contain confidential information.
> If you are not the intended recipient, employee or agent responsible
> for delivering this information to the intended recipient,
> unauthorized disclosure, copying, distribution or use of the
> contents of this transmission is strictly prohibited.  If you have
> received this e-mail in error, please immediately notify the sender
> and delete it from your computer. Thank you for your compliance.
> ___
> 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/

Re: [otrs] RE: otrs Digest, Vol 51, Issue 64

[Jo Rhett]

If it was better implemented then yeah, Andy, I would agree with  
you.  But the locking system in OTRS doesn't distinguish between "I'm  
busy working on this" and "I just stuck a note on it then left for  
lunch".


If I want to lock a ticket I'm working on, you're right the system  
should allow that.  But OTRS requiring a lock to even stick a note on  
a ticket is absurd.


On Oct 31, 2007, at 9:52 AM, Andy Lubel wrote:
These aren't "stupid" alternatives, more like warnings/caveats from  
real

world implementations.

"DANGER WILL ROBINSON"

The implications of disabling what some of us consider to be a core
functionality of a multi-user helpdesk system should be presented.

"Fools learn from their own mistakes while the Wise Men learn from the
mistakes of the Fool"

Good luck in whatever choice you make,

Andy



On 10/31/07 8:36 AM, "Mujtaba Karim" <[EMAIL PROTECTED]> wrote:


Guys leave it if you cant do it then don't suggest stupid alternates
The guy clearly said he needs to disable the lock system

Here is how


In SysConfig, you must disable RequiredLock in these pages

Frontend::Agent::Ticket::ViewBounce

Frontend::Agent::Ticket::ViewClose

Frontend::Agent::Ticket::ViewCompose

Frontend::Agent::Ticket::ViewForward

Frontend::Agent::Ticket::ViewMerge

Frontend::Agent::Ticket::ViewPending

Frontend::Agent::Ticket::ViewPhoneOutbound

Frontend::Agent::Ticket::ViewPriority



In general, check all ..View.. pages to see wether RequiredLock is  
enabled.




Then, you can disable the links to locks: unchek

Ticket::Frontend::MenuModule###100Lock:

Ticket::Frontend::MenuModule###400-Owner:

in Frontend::Agent::Ticket::MenuModule

and Frontend::Agent::Ticket::MenuModulePre



I've done these modification and worked fine without locks for a  
while in

the past





Additionally, you might also want to disable

Frontend::Module###AgentTicketLock:

Frontend::Module###AgentTicketOwner:

in Frontend::Agent::ModuleRegistration

but I don't know if this can cause some issues


Mujtaba Karim
Customer Support Manager
PixSense Inc.
172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
 C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
www.pixsense.com

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On  
Behalf Of

[EMAIL PROTECTED]
Sent: Wednesday, October 31, 2007 5:00 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 51, Issue 64

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
[EMAIL PROTECTED]

You can reach the person managing the list at
[EMAIL PROTECTED]

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1.  Let OTRS mail external notify ([EMAIL PROTECTED])
   2. Re:  Remove lock option from tickets (Andy Lubel)
   3. Re:  RE: what is the best linux distro in my situation?
  (kerneljack)


- 
-


Message: 1
Date: Tue, 30 Oct 2007 14:50:34 +0100
From: [EMAIL PROTECTED]
Subject: [otrs] Let OTRS mail external notify
To: otrs@otrs.org
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"

Hi,

Is it posible to let OTRS mail a customer when a external note is  
made?


--
Henry,

-- next part --
An HTML attachment was scrubbed...
URL:
http://lists.otrs.org/pipermail/otrs/attachments/20071030/d14c29b7/ 
attachmen

t-0001.html

--

Message: 2
Date: Tue, 30 Oct 2007 11:31:51 -0400
From: Andy Lubel <[EMAIL PROTECTED]>
Subject: Re: [otrs] Remove lock option from tickets
To: "User questions and discussions about OTRS.org" 
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="US-ASCII"

How many agents, just you?  How many customers?  You simply may  
not have
enough of either to justify using a HelpDesk system such as OTRS,  
which is

geared towards SMB to enterprise customers.

Metrics also translate into SLA's. If you care about the customer  
then you

would care to see how well you are responding to his needs?

Can you tell me one system/application you do think does a better  
job of

making it convenient for the agent to work customer submitted issues?

-Andy


On 10/29/07 9:36 PM, "Jo Rhett" <[EMAIL PROTECTED]> wrote:


Unless you don't care about metrics but instead convenience of
answering the customer.

OTRS makes everything inconvenient, as far as I can tell.

On Oct 26, 2007, at 6:01 AM, Andy Lubel wrote:

i absolutely agree.  people need to own (lock) the tickets they
work on
otherwise certain metrics you would want later cant be gotten.   
like

time open --> working (locked) --> close.

unless of course you are a 1 man helpdesk :)


-Andy Lubel




-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of
Richard Hinkamp

Re: [otrs] Remove lock option from tickets

[Jo Rhett]

On Oct 30, 2007, at 12:29 AM, Richard Hinkamp - BeSite wrote:
Unless you don't care about metrics but instead convenience of  
answering the customer.

OTRS makes everything inconvenient, as far as I can tell.


Why use OTRS then?


Not my choice.  And snippy answers like this don't help.

--
Jo Rhett
senior geek

Silicon Valley Colocation
Support Phone: 408-400-0550




___
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/

Re: [otrs] Remove lock option from tickets

[Jo Rhett]

On Oct 30, 2007, at 8:31 AM, Andy Lubel wrote:
How many agents, just you?  How many customers?  You simply may not  
have
enough of either to justify using a HelpDesk system such as OTRS,  
which is

geared towards SMB to enterprise customers.


No, a dozens or so of us and hundreds of customers.

Metrics also translate into SLA's. If you care about the customer  
then you

would care to see how well you are responding to his needs?


This is exactly the problem.  Any one of us can and should be able to  
update a ticket to help a customer.  Or just drop a note into a  
ticket to warn the person working on it about X, Y or Z.  Instead, we  
have to


unlock the ticket
assign the ticket to ourselves
update the ticket
unlock the ticket
assign the ticket back to the original person
...etc

In short, it's 10x the effort it should take to submit a quick reply  
to the customer or a quick note over to the person working on it.


Can you tell me one system/application you do think does a better  
job of

making it convenient for the agent to work customer submitted issues?


RT and even the ancient Request do a better job for two very simple  
reasons:


1. Easy to see everything in a queue -- 1 click or 1 command, not 5  
clicks to search.

2. Easy to update a ticket without having to take ownership of it.

--
Jo Rhett
senior geek

Silicon Valley Colocation
Support Phone: 408-400-0550




___
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] create ticket from form / same as Email Ticket

[Jo Rhett]

This concerns OTRS 1.3.2 (running on a provider's system) but it  
appears to be much the same with a 2.2 installation I have here locally.


I'm trying to create a ticket by submitting a form prefilled with  
values.  The goal is to pre-fill the To: and Cc: fields from a local  
customer database.  I copied and minimized the form from Email  
Ticket, and it looks like the following.  However, whenever I submit  
it I get


Message: Need TicketID!
Traceback (18383):
   Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1131
   Module: Kernel::Modules::AgentEmail::Run (v1.34.2.2) Line: 597
...etc

However, the stock form supplies an empty TicketID as well.  The  
purpose is to create a ticket.  What am I doing wrong here?


https://tickets.svcolo.com/otrs/index.pl"; method="get"  
enctype="multipart/form-data" name="compose">
















Subject: size="70">




Time units (work units): value="" size="4">




--
Jo Rhett
senior geek

Silicon Valley Colocation
Support Phone: 408-400-0550




___
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] Prevent Wrapping of URLs in Tickets Created By Emailing

[Brett Davis]

Hello,

Is there any way to  make it so that URLs that my customers/users email in
to create tickets do not get wrapped to a new line?  I understand and can
deal with the line wrapping in the emailed "" notification that there
is a new ticket as below but the links that are in the ticket within the
agent interface are also being wrapped which makes them unusable without
piecing them back together.  If I create tickets using the "Phone-Ticket" or
"Email-Ticket" icons in the agent web interface, or as a customer through
the customer web interface, the visible text of the URLs is clipped and
replace with a "[...]" but the actual link at least still works which is
perfect.  The tickets that get created via emails sent in to OTRS always end
up being wrapped and broken though.  We can of course get by by piecing the
links back together manually but it is somewhat annoying.  Is there any way
to make OTRS handle/display URLs in tickets that are emailed in the same way
it handles the ones created via the web forms?

Thanks


Brett Davis
Information Systems
Network/Telecom Manager
Dynojet Research, Inc.
www.dynojet.com

-Original Message-
From: OTRS Notification Master [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, November 07, 2007 09:23
To: [EMAIL PROTECTED]
Subject: [Ticket#200711071024] New ticket notification! (No Subject)

Hi Brett,

there is a new ticket in "IS::Tickets::Web"!

"Dusty Schaller" <[EMAIL PROTECTED]> wrote:


>
http://www.powercommander.com/powercommander_iii_usb/powercommander_all_down
> loads.aspx?mk=8
>
 nloads.aspx?mk=8&mdl=62&yr=2006> &mdl=62&yr=2006
> 
>  
> 
> map -009 is listed twice
> 
>  
> 
> Dustin Schaller
> 
> Powersports Technical Support Manager
> 
> Dynojet Research
> 
> 800-992-4993
> 
> www.dynojet.com
> 
> www.powercommander.com
> 
>  


http://helpdesk.dynojetcorp.com/otrs/index.pl?Action=AgentZoom&TicketID=302

Your OTRS Notification Master




___
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] Recieving Reminder Error OTRS::ITSM 2.2.2

[Kurt OConnor]

 I setup a reminder on a ticket, merged the ticket, then closed the
merged ticket.  I have never stopped recieving the reminder.  The link
to the "Ticket" at the bottom of the reminder email points to a ticket
that does not exist.  

Is this a bug thats fixed in 2.2.3?  Any ideas on how to stop the
reminder from being sent every morning?  I can make a rule in my Inbox
that sends the email to the trash, but that is not an ideal solution
obviously.



Kurt O'Connor
Linn State Technical College
[EMAIL PROTECTED]
573-897-5275
--
NOTE: 

This e-mail transmission may contain confidential information.  
If you are not the intended recipient, employee or agent responsible 
for delivering this information to the intended recipient, 
unauthorized disclosure, copying, distribution or use of the 
contents of this transmission is strictly prohibited.  If you have 
received this e-mail in error, please immediately notify the sender 
and delete it from your computer. Thank you for your compliance.
___
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/

RE: [otrs] two problems with LDAP authentication

[Kurt OConnor]

Check that you have the right names for this mapping.


# UserSyncLDAPMap
# (map if agent should create/synced from LDAP to DB after login)
$Self->{UserSyncLDAPMap} = {
# DB -> LDAP
Firstname => 'givenName',
Lastname => 'sn',
Email => 'mail',
}; 


Kurt O'Connor
Linn State Technical College
[EMAIL PROTECTED]
573-897-5275
--
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Daniele
Sent: Wednesday, November 07, 2007 8:05 AM
To: otrs@otrs.org
Subject: [otrs] two problems with LDAP authentication

I updated otrs from 2.0.4 to 2.2.3 yesterday on my debian server.
I didn't change the db. I am still using the previous installation mySQL
db.

Today, if I use internal DB authentication I can get inside my OTRS as
admin and all is fine.

But, if I change my kernel/config.pm to use LDAP authentication, I get
the following two problems.

1st. I no longer can get in as DB admin, I MUST use a different admin
account from MS AD.
2nd. I no longer can get/see the edit field to enter user names on the
left side of the [ User Management ] area of the admin > [ User ]
section

Can someone help me, please?
Thank you in advance.
Daniele
___
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/
NOTE: 

This e-mail transmission may contain confidential information.  
If you are not the intended recipient, employee or agent responsible 
for delivering this information to the intended recipient, 
unauthorized disclosure, copying, distribution or use of the 
contents of this transmission is strictly prohibited.  If you have 
received this e-mail in error, please immediately notify the sender 
and delete it from your computer. Thank you for your compliance.
___
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/

Re: [otrs] Installing on a shared hosted server

[Andy Lubel]

Just be advised:

Installing OTRS without root permissions and restricted access to the
system is heavy or even inpossible depending on the system you or your
provider is using. We recomment to use a dedicated root server to run
OTRS where the environment fids the needs of OTRS, web hosting
environments very ofthen do not include the system features needed to run
OTRS properly (full access to the apache configuration, adding and editing
cron jobs, using mod_perl, e.g.).

http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=31&ItemID=235



On 11/7/07 10:11 AM, "Richard Hinkamp - BeSite" <[EMAIL PROTECTED]> wrote:

>> Not possible.
> 
> Is possible.
> When the server has all perl modules, you can upload OTRS and with the
> correct config it will run. The only thing you probably need is a way to
> install cronjobs (POP3 fetching, pendingjobs). When you have a web
> interface for that, you should be ok.
> 
> Richard
> ___
> 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/

Re: [otrs] Installing on a shared hosted server

[Richard Hinkamp - BeSite]

Not possible.


Is possible.
When the server has all perl modules, you can upload OTRS and with the 
correct config it will run. The only thing you probably need is a way to 
install cronjobs (POP3 fetching, pendingjobs). When you have a web 
interface for that, you should be ok.


Richard
___
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/

Re: [otrs] Installing on a shared hosted server

[Andy Lubel]

Not possible.

Good news though, 90% of web hosting companies (I use joyent/textdrive) give
shell access, and tons of other useful services for <15$ a month.

Only problem is you better hope that they have all the little perl modules
installed :)

Ideal situation is to get some type of virtual host.  Theses types of
virtualized offerings are getting cheaper all the time.


-Andy



On 11/7/07 2:04 AM, "Nishen Naidu" <[EMAIL PROTECTED]> wrote:

> Hi,
>  
> Is it possible to install OTRS on a shared hosted server where there is no
> access
> to the terminal(command line)?
> If so, are there any instructions on how to do it?
>  
> Thanks
> Nishen
> 
> 
> ___
> 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] Counting responses used

[Tabitha Stang]

Hi,

 

My company would like to see how many incoming contacts we answer with each
of our responses.

 

I don't see this possibility under "Stats" or "Search".

 

Does anyone have a solution or a good workaround for this?

 

Thanks so much!

Tabitha Stang

 

___
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/

Re: [otrs] Counting responses used

[Gabriele D'Andrea]

You have got to query the database directly to do this.
First you got to understand the database structure
Take a look at
ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png

As a quick suggestion, you could point attention to the article table: here you 
find the different notes, replies etc. that compose a ticket, in the same 
table, the a_to filed contains the addressee of your replies.

Hope this helps
Gabriele
  - Original Message - 
  From: Tabitha Stang 
  To: 'User questions and discussions about OTRS.org' 
  Sent: Wednesday, November 07, 2007 2:11 PM
  Subject: [otrs] Counting responses used


  Hi,

   

  My company would like to see how many incoming contacts we answer with each 
of our responses.

   

  I don't see this possibility under "Stats" or "Search".

   

  Does anyone have a solution or a good workaround for this?

   

  Thanks so much!

  Tabitha Stang

   



--


  ___
  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] two problems with LDAP authentication

[Daniele]

I updated otrs from 2.0.4 to 2.2.3 yesterday on my debian server.
I didn't change the db. I am still using the previous installation mySQL db.

Today, if I use internal DB authentication
I can get inside my OTRS as admin and all is fine.

But, if I change my kernel/config.pm to use LDAP authentication, I get 
the following two problems.


1st. I no longer can get in as DB admin, I MUST use a different admin 
account from MS AD.
2nd. I no longer can get/see the edit field to enter user names on the 
left side of the [ User Management ] area of the admin > [ User ] section


Can someone help me, please?
Thank you in advance.
Daniele
___
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] Database errors/warnings

[Jose-Marcio Martins da Cruz]

Hello,

I've just installed OTRS (2.2.3) on one of our servers (FreeBSD 
6.1/MySQL 5.0.22/...) and I'm seeing a lot of this errors at apache 
error log file :


[Wed Nov 07 11:08:36 2007] [error] [client 10.3.5.77] [Wed Nov  7 
11:08:36 2007] index.pl: DBI::db=HASH(0x87ad64c)->disconnect invalidates 
1 active statement handle (either destroy statement handles or call 
finish on them before disconnecting) at 
/opt/otrs-2.2.3/bin/cgi-bin/../../Kernel/System/DB.pm line 228., 
referer: http://someserver/otrs/index.pl


___
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/

Re: [otrs] Attachments are broken after downloads

[Sándor Fehér]

Sándor Fehér írta:

Some additions. I checked if the stored content is consistent in
article_attachment table.
It is. I checked the content's size with a small pl/sql script and it
shows the right value in both cases.
So there is something in the web framework i think.

Regards.,Sandor
> Sándor Fehér írta:
>
> I changed the backend to FS it works fine.
> If I set WebUploadCacheModule: FS then it shows the correct size of the
> attachment but still unable to dowload it with full size.
> If I set WebUploadCacheModule: DB and manually add a ticket then it
> shows 3Mb instead of original size and retrieves 3Mb.
> If I send a mail with the attachment around 6Mb it shows as 6Mb but
> retrieves only 3Mb.
>
>
> Regards,Sandor
>
>
>   
>> Sándor Fehér írta:
>>
>> Hi,
>>
>> It did not let me sleep. I investigated the process.
>> I put a little hack into the ArticleStorageDB.pm which provides me the
>> size of the attachment read.
>> It was correct. The second turn I put the whole encoded content into a
>> temp file.
>> It's size also looked me good. Then I run
>> perl -w -MMIME::Base64 -ne 'print decode_base64($_)' oo.pdf
>> The result is then the decode process cut the output at 3 Mb however
>> it's 3.5 Mb.
>> It happened at the same size  3104874. It's a kind of magic number. I
>> did not find any restrictions related to MIME::Base64.
>> Of course I double checked the filesystem allocation as well.
>> For a different approach I encoded a tgz (quite big, around 35 Mb)
>> then decoded it again
>> It was perfect.
>> So I suspect there is "something" in the stored content which drives
>> decode_base64 onto wrong way.
>>
>> Regards.,Sandor
>>
>> 
>>> Hi,
>>>
>>> I have an urgent issue. It's unable to download attachments bigger than
>>> 3 Mb.
>>> If I click on the attachment link ie show the download size as 3 Mb and
>>> downloads this as a 3 Mb instead of the original size.
>>> TicketZoom shows it's size correctly. Due to this problem I unable to
>>> access some important files.
>>> ArticleStorage backend is DB. DB is Oracle 10g. In article_attachments
>>> table show also the correct size in content_size column.
>>> Thanks a lot.
>>>
>>> Regards., Sandor
>>>
>>>   
>>>   
>> ___
>> 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/
>> 
>
>
>   


-- 
Üdvözlettel/Kind Regards, Fehér Sándor


...Fehér Sándor...---Sandor Feher 
 fejlesztési vezető   --- development manager
 Blue System Kft. ---  Blue System Ltd.

mailto:[EMAIL PROTECTED]  http://www.bluesystem.hu
[ - real men don't click - ]

___
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/

Re: [otrs] Attachments are broken after downloads

[Sándor Fehér]

Sándor Fehér írta:

I changed the backend to FS it works fine.
If I set WebUploadCacheModule: FS then it shows the correct size of the
attachment but still unable to dowload it with full size.
If I set WebUploadCacheModule: DB and manually add a ticket then it
shows 3Mb instead of original size and retrieves 3Mb.
If I send a mail with the attachment around 6Mb it shows as 6Mb but
retrieves only 3Mb.


Regards,Sandor


> Sándor Fehér írta:
>
> Hi,
>
> It did not let me sleep. I investigated the process.
> I put a little hack into the ArticleStorageDB.pm which provides me the
> size of the attachment read.
> It was correct. The second turn I put the whole encoded content into a
> temp file.
> It's size also looked me good. Then I run
> perl -w -MMIME::Base64 -ne 'print decode_base64($_)' oo.pdf
> The result is then the decode process cut the output at 3 Mb however
> it's 3.5 Mb.
> It happened at the same size  3104874. It's a kind of magic number. I
> did not find any restrictions related to MIME::Base64.
> Of course I double checked the filesystem allocation as well.
> For a different approach I encoded a tgz (quite big, around 35 Mb)
> then decoded it again
> It was perfect.
> So I suspect there is "something" in the stored content which drives
> decode_base64 onto wrong way.
>
> Regards.,Sandor
>
>> Hi,
>>
>> I have an urgent issue. It's unable to download attachments bigger than
>> 3 Mb.
>> If I click on the attachment link ie show the download size as 3 Mb and
>> downloads this as a 3 Mb instead of the original size.
>> TicketZoom shows it's size correctly. Due to this problem I unable to
>> access some important files.
>> ArticleStorage backend is DB. DB is Oracle 10g. In article_attachments
>> table show also the correct size in content_size column.
>> Thanks a lot.
>>
>> Regards., Sandor
>>
>>   
>
> ___
> 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/


-- 
Üdvözlettel/Kind Regards, Fehér Sándor


...Fehér Sándor...---Sandor Feher 
 fejlesztési vezető   --- development manager
 Blue System Kft. ---  Blue System Ltd.

mailto:[EMAIL PROTECTED]  http://www.bluesystem.hu
[ - real men don't click - ]

___
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/

Re: [otrs] Attachments are broken after downloads

[Sándor Fehér]

Forums írta:

Hi,
> Hi Sandor
> Did you set up the maximal size of uploaded files?
> Sysconfig => Framework => Core::Web => WebMaxFileUpload
>   
Yes. All of the attachments are under the default value (12Mb). But I
set it to 30Mb.
I think it's nothing has to do with my problem. See my last post.

Regards, Sandor
> Carlos, 
>
> -Mensaje original-
> De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Sándor
> Fehér
> Enviado el: Martes, 06 de Noviembre de 2007 09:53 a.m.
> Para: User questions and discussions about OTRS.org
> Asunto: [otrs] Attachments are broken after downloads
>
> Hi,
>
> I have an urgent issue. It's unable to download attachments bigger than
> 3 Mb.
> If I click on the attachment link ie show the download size as 3 Mb and
> downloads this as a 3 Mb instead of the original size.
> TicketZoom shows it's size correctly. Due to this problem I unable to access
> some important files.
> ArticleStorage backend is DB. DB is Oracle 10g. In article_attachments table
> show also the correct size in content_size column.
> Thanks a lot.
>
> Regards., Sandor
>
> --
> Üdvözlettel/Kind Regards, Fehér Sándor
>
>
> ...Fehér Sándor...---Sandor Feher 
>  fejlesztési vezető   --- development manager
>  Blue System Kft. ---  Blue System Ltd.
>
> mailto:[EMAIL PROTECTED]  http://www.bluesystem.hu
> [ - real men don't click - ]
>
> ___
> 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/
>   


-- 
Üdvözlettel/Kind Regards, Fehér Sándor


...Fehér Sándor...---Sandor Feher 
 fejlesztési vezető   --- development manager
 Blue System Kft. ---  Blue System Ltd.

mailto:[EMAIL PROTECTED]  http://www.bluesystem.hu
[ - real men don't click - ]

___
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/