Re: [otrs] Implementing FAQ fields into OTRS Ticket
Can anybody answer this question? Thank you 2009/6/15 Eureka63 Bis eureka63@gmail.com I'm checking OTRS and I found very useful the FAQ view where content is displayed by using three fields: symptom, problem and solution. I'd love to implement the above fields into each OTRS Ticket as additional fields an agent can fill and edit freely. In this way, in a blink, any agent can understand a ticket without to read tens of exchanged emails with the submitting customer and the other technicians involved in the internal notes. I tried FreeText fields but they seems not appropriated to contain medium size texts. Which is the best way to do that? Best regards - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] use postmaster mail account
Hello every body. I install OTRS 2.3.3 win32 on my windows server 2003, and I use Email services in windows components, I create domain name and add mail box. I can send mail with otrs but I can't fetch my mail box to my otrs queue Excuse for my bad English. - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] LDAP update?
Hello, I have our OTRS customers authenticating by LDAP. I changed my WIndows password earlier today, and now I can't log in with either my new or my old. I have restarted OTRS services. Any suggestions on what I should do? Thanks Kind Regards, Emily Flynn - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] use postmaster mail account
Hi Mrs. Hassani, Can you fetch your emails using an ordinary mail client like MS Outlook Express or Mozilla Thunderbird (by POP3 of course)? Afshar Mohebbi http://afsharm.blogspot.com On Mon, Jun 22, 2009 at 2:46 PM, fatemeh hassani fatemeh.hass...@gmail.comwrote: Hello every body. I install OTRS 2.3.3 win32 on my windows server 2003, and I use Email services in windows components, I create domain name and add mail box. I can send mail with otrs but I can't fetch my mail box to my otrs queue Excuse for my bad English. - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] use postmaster mail account
You'd have to configure mail acocunts via the Postmaster Mailaccount section using either POP3, POP3S, IMAP or IMAPS. For the 'S' variants you might need to install some additional Perl modules. http://doc.otrs.org/2.3/en/html/x1331.html#email-receiving-pop3 If you have configured a mailbox and you select 'Run Now', do you get an error message? What would you see in the system log? Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Mon, Jun 22, 2009 at 13:47, Afshar Mohebbiafshar.mohe...@gmail.com wrote: Hi Mrs. Hassani, Can you fetch your emails using an ordinary mail client like MS Outlook Express or Mozilla Thunderbird (by POP3 of course)? Afshar Mohebbi http://afsharm.blogspot.com On Mon, Jun 22, 2009 at 2:46 PM, fatemeh hassani fatemeh.hass...@gmail.com wrote: Hello every body. I install OTRS 2.3.3 win32 on my windows server 2003, and I use Email services in windows components, I create domain name and add mail box. I can send mail with otrs but I can't fetch my mail box to my otrs queue Excuse for my bad English. - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] LDAP update?
Hi, I can log in okay now, but it did take quite a while for OTRS to resync with LDAP. Is there a way I can increase the frequency at which OTRS syncs to LDAP? Thanks Kind Regards, Emily Flynn Niebling, Frank frank.niebl...@slub-dresden.de Sent by: otrs-boun...@otrs.org 22/06/2009 13:52 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] LDAP update? Hi, Are you the only one who can't log in? In this case there could be a problem with some special characters in your password. Regards, Frank Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Emily Flynn Gesendet: Montag, 22. Juni 2009 13:26 An: otrs@otrs.org Betreff: [otrs] LDAP update? Hello, I have our OTRS customers authenticating by LDAP. I changed my WIndows password earlier today, and now I can't log in with either my new or my old. I have restarted OTRS services. Any suggestions on what I should do? Thanks Kind Regards, Emily Flynn - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Custom fields: multicompany users
Hi, I need to create a new field: The /institution/ of the customer user. Our customers users can work in more than one /institution,/ so we need to specify that list in the creation, by selecting them from an /available institutions/ list. Then, when the customer user is creating a new ticket, if he is related to more than one /institution,/ some combo should appear and he should specify the /institution/ that ticket is related with. Is there an easy way to add that feature without changing too much code? Maybe there is a way to define customer_companies/users/customer_users relations to cover this requirement. Juan Ferreyra - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] PDF export issue
Hi, My generated PDFs have all the text with a very big separation between each character (something like T i c k e t sea rch ...). With the online demo version it works fine. Have I some bad configuration or maybe a missing font? Need help. Juan Ferreyra - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS on Linux with MSSQL
otrs communicate with mysql using perl-dbd-mysql module . No need of odbc driver. It should work without any hassle . Thanks, Yogesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Russell McConnachie Sent: Monday, June 22, 2009 9:35 PM To: otrs@otrs.org Subject: [otrs] OTRS on Linux with MSSQL Hello: Has anyone successfully implemented a deployment of OTRS 2.3.4 or 2.4 on a Linux based system using MSSQL as the database backend? Currently my environment is setup as follows: Perl 5.8.8 (with all required CPAN modules) FreeTDS 0.82 (TDS Version 8.0) UnixODBC 2.2.11 OTRS 2.3.4 OTRS 2.4.0 Running under Apache 2.2 with mod_perl2. The problem I am running into is that the connection to my MSSQL database drops after each query. I am figuring that the FreeTDS or UnixODBC client is not keeping the connection persistent which is why the login to OTRS is failing. If anyone has some insight or has seen this problem before, I would appreciate to hear any suggestions. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] OTRS on Linux with MSSQL
Hello: Has anyone successfully implemented a deployment of OTRS 2.3.4 or 2.4 on a Linux based system using MSSQL as the database backend? Currently my environment is setup as follows: Perl 5.8.8 (with all required CPAN modules) FreeTDS 0.82 (TDS Version 8.0) UnixODBC 2.2.11 OTRS 2.3.4 OTRS 2.4.0 Running under Apache 2.2 with mod_perl2. The problem I am running into is that the connection to my MSSQL database drops after each query. I am figuring that the FreeTDS or UnixODBC client is not keeping the connection persistent which is why the login to OTRS is failing. If anyone has some insight or has seen this problem before, I would appreciate to hear any suggestions. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS on Linux with MSSQL
Hello Yogesh, I am actually trying to get it working with MSSQL (SQL Serve 2005), I've had it working with MySQL in the past but would much prefer to integrate it with our current database which contains all of our customer data instead of running into the problems which would arise having multiple databases. Thanks. On Mon, Jun 22, 2009 at 10:29, Yogesh Desai yogesh.de...@coreobjects.comwrote: otrs communicate with mysql using perl-dbd-mysql module . No need of odbc driver. It should work without any hassle . Thanks, Yogesh *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Russell McConnachie *Sent:* Monday, June 22, 2009 9:35 PM *To:* otrs@otrs.org *Subject:* [otrs] OTRS on Linux with MSSQL Hello: Has anyone successfully implemented a deployment of OTRS 2.3.4 or 2.4 on a Linux based system using MSSQL as the database backend? Currently my environment is setup as follows: Perl 5.8.8 (with all required CPAN modules) FreeTDS 0.82 (TDS Version 8.0) UnixODBC 2.2.11 OTRS 2.3.4 OTRS 2.4.0 Running under Apache 2.2 with mod_perl2. The problem I am running into is that the connection to my MSSQL database drops after each query. I am figuring that the FreeTDS or UnixODBC client is not keeping the connection persistent which is why the login to OTRS is failing. If anyone has some insight or has seen this problem before, I would appreciate to hear any suggestions. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS on Linux with MSSQL
Its my Bad ... I have not tried with mssql . But you can still use DBI and DBD:ODBC to connect mssql. (http://www.easysoft.com/developer/languages/perl/sql_server_unix_tutorial.html ) Thanks, Yogesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Russell McConnachie Sent: Monday, June 22, 2009 10:04 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS on Linux with MSSQL Hello Yogesh, I am actually trying to get it working with MSSQL (SQL Serve 2005), I've had it working with MySQL in the past but would much prefer to integrate it with our current database which contains all of our customer data instead of running into the problems which would arise having multiple databases. Thanks. On Mon, Jun 22, 2009 at 10:29, Yogesh Desai yogesh.de...@coreobjects.commailto:yogesh.de...@coreobjects.com wrote: otrs communicate with mysql using perl-dbd-mysql module . No need of odbc driver. It should work without any hassle . Thanks, Yogesh From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of Russell McConnachie Sent: Monday, June 22, 2009 9:35 PM To: otrs@otrs.orgmailto:otrs@otrs.org Subject: [otrs] OTRS on Linux with MSSQL Hello: Has anyone successfully implemented a deployment of OTRS 2.3.4 or 2.4 on a Linux based system using MSSQL as the database backend? Currently my environment is setup as follows: Perl 5.8.8 (with all required CPAN modules) FreeTDS 0.82 (TDS Version 8.0) UnixODBC 2.2.11 OTRS 2.3.4 OTRS 2.4.0 Running under Apache 2.2 with mod_perl2. The problem I am running into is that the connection to my MSSQL database drops after each query. I am figuring that the FreeTDS or UnixODBC client is not keeping the connection persistent which is why the login to OTRS is failing. If anyone has some insight or has seen this problem before, I would appreciate to hear any suggestions. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] PDF export issue
Juan, Please upgrade or downgrade your PDF::API2 module to a version that does not suffer from this bug. See also: http://www.mail-archive.com/otrs@otrs.org/msg25220.html Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Mon, Jun 22, 2009 at 16:53, Juan Ferreyrajferre...@tenroses.com.ar wrote: Hi, My generated PDFs have all the text with a very big separation between each character (something like T i c k e t s e a r c h ...). With the online demo version it works fine. Have I some bad configuration or maybe a missing font? Need help. Juan Ferreyra - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] LDAP update?
Hi Emily, Actually, OTRS will authenticate against LDAP every time a user tries to log into OTRS. There is no ' cache' or so on the side of OTRS. However, Microsoft Active Directory is a distributed setup, most of the time. It could be that it took the Windows servers a while to replicate your password to wherever OTRS tries to authenticate to. Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Mon, Jun 22, 2009 at 16:07, Emily Flynnemily.fl...@zurichbank.com wrote: Hi, I can log in okay now, but it did take quite a while for OTRS to resync with LDAP. Is there a way I can increase the frequency at which OTRS syncs to LDAP? Thanks Kind Regards, Emily Flynn Niebling, Frank frank.niebl...@slub-dresden.de Sent by: otrs-boun...@otrs.org 22/06/2009 13:52 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] LDAP update? Hi, Are you the only one who can't log in? In this case there could be a problem with some special characters in your password. Regards, Frank Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Emily Flynn Gesendet: Montag, 22. Juni 2009 13:26 An: otrs@otrs.org Betreff: [otrs] LDAP update? Hello, I have our OTRS customers authenticating by LDAP. I changed my WIndows password earlier today, and now I can't log in with either my new or my old. I have restarted OTRS services. Any suggestions on what I should do? Thanks Kind Regards, Emily Flynn- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] use postmaster mail account
You can find the path to the logfile via Admin SysConfig Framework - Core::Log LogModule::LogFile What method are you using to acces your mail server? POP3, POP3S, IMAP, IMAPS? Regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Mon, Jun 22, 2009 at 14:27, fatemeh hassanifatemeh.hass...@gmail.com wrote: thanks michiel, I configure mail account and when I select 'Run Now' I don't get any errore message but my emails don't apeare in my queue. I don't know where is my otrs log file, can you help me more? On Mon, Jun 22, 2009 at 4:48 PM, Michiel Beijen mich...@beefreeit.nl wrote: You'd have to configure mail acocunts via the Postmaster Mailaccount section using either POP3, POP3S, IMAP or IMAPS. For the 'S' variants you might need to install some additional Perl modules. http://doc.otrs.org/2.3/en/html/x1331.html#email-receiving-pop3 If you have configured a mailbox and you select 'Run Now', do you get an error message? What would you see in the system log? Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Mon, Jun 22, 2009 at 13:47, Afshar Mohebbiafshar.mohe...@gmail.com wrote: Hi Mrs. Hassani, Can you fetch your emails using an ordinary mail client like MS Outlook Express or Mozilla Thunderbird (by POP3 of course)? Afshar Mohebbi http://afsharm.blogspot.com On Mon, Jun 22, 2009 at 2:46 PM, fatemeh hassani fatemeh.hass...@gmail.com wrote: Hello every body. I install OTRS 2.3.3 win32 on my windows server 2003, and I use Email services in windows components, I create domain name and add mail box. I can send mail with otrs but I can't fetch my mail box to my otrs queue Excuse for my bad English. - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] conditional events in otrs
Hi J, The easiest, this can be achieved by creating GenericAgent jobs. The downside of this is that means it'll be scheduled (batch-like) and not real-time. -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Mon, Jun 22, 2009 at 07:20, Jotrslist.2...@mymail.isbest.biz wrote: Is there any way (or addin module) to simply handle conditional events in OTRS. For example. If a ticket has: 1. a response required of priority = 'A 0-15min then forward to urgentescalati...@companyxyz.com 2. a response required of priority = 'A 0-15min then change queue to EscalationsTeam or 3. Queue = 'Critical_Outage' then forward to mobilephonenum...@smsservice.com Thanks and regards J - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS on Linux with MSSQL
Just to let everyone know - I found out how to get OTRS 2.4 working with SQL
Server. Unfortunately the FreeTDS driver does not seem to work - as it drops
the connection after each query. My Config.pm configuration file looks like
this:
Config.pm snippet:
$Self-{'CryptType'} = plain;
$Self-{'AuthModule::DB::CryptType'} = plain;
$Self-{'DB::Encode'} = 1;
# #
# database settings#
# #
# DatabaseHost
# (The database host.)
$Self-{'DatabaseHost'} = 'x.x.x.x';
$Self-{'Database'} = 'otrs';
$Self-{'DatabaseUser'} = 'otrs';
$Self-{'DatabasePw'} = 'otrs';
$Self-{Database::Type} = 'mssql';
$Self-{DatabaseDSN} = DBI:ODBC:otrs;
$Self-{DatabaseUserTable} = 'users';
$Self-{DatabaseUserTableUserID} = 'id';
$Self-{DatabaseUserTableUserPW} = 'pw';
$Self-{DatabaseUserTableUser} = 'login';
/etc/odbc.ini snippet:
[otrs]
Driver = Easysoft ODBC-SQL Server
Description = SQL Server DSN created during installation
Server = 192.168.150.60
Port=
User= otrs
Password= otrs
Language=
Database= otrs
Logging = 0
LogFile =
QuotedId= Yes
AnsiNPW = Yes
Mars_Connection = No
Using the driver from easysoft (odbc-sqlserver-1.1.4-linux-x86-64.tar) with
unixODBC version 2.2.14.
Thanks for the help everyone.
On Mon, Jun 22, 2009 at 11:22, Yogesh Desai yogesh.de...@coreobjects.comwrote:
Its my Bad … I have not tried with mssql .
But you can still use DBI and DBD:ODBC to connect mssql.
(
http://www.easysoft.com/developer/languages/perl/sql_server_unix_tutorial.html)
Thanks,
Yogesh
*From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
*Russell McConnachie
*Sent:* Monday, June 22, 2009 10:04 PM
*To:* User questions and discussions about OTRS.
*Subject:* Re: [otrs] OTRS on Linux with MSSQL
Hello Yogesh,
I am actually trying to get it working with MSSQL (SQL Serve 2005), I've
had it working with MySQL in the past but would much prefer to integrate it
with our current database which contains all of our customer data instead of
running into the problems which would arise having multiple databases.
Thanks.
On Mon, Jun 22, 2009 at 10:29, Yogesh Desai yogesh.de...@coreobjects.com
wrote:
otrs communicate with mysql using perl-dbd-mysql module .
No need of odbc driver.
It should work without any hassle .
Thanks,
Yogesh
*From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
*Russell McConnachie
*Sent:* Monday, June 22, 2009 9:35 PM
*To:* otrs@otrs.org
*Subject:* [otrs] OTRS on Linux with MSSQL
Hello:
Has anyone successfully implemented a deployment of OTRS 2.3.4 or 2.4 on a
Linux based system using MSSQL as the database backend?
Currently my environment is setup as follows:
Perl 5.8.8 (with all required CPAN modules)
FreeTDS 0.82 (TDS Version 8.0)
UnixODBC 2.2.11
OTRS 2.3.4 OTRS 2.4.0
Running under Apache 2.2 with mod_perl2.
The problem I am running into is that the connection to my MSSQL database
drops after each query. I am figuring that the FreeTDS or UnixODBC client is
not keeping the connection persistent which is why the login to OTRS is
failing.
If anyone has some insight or has seen this problem before, I would
appreciate to hear any suggestions.
Thanks.
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[otrs] Adding the Services field to the close tab?
Dear all, I would like to add the services field and the sub-categories of the services field to the close tab. Does anyone know where/how to do this? Thanks in advance for your advice. Cindy Kwan IT Group UPenn - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Adding the Services field to the close tab?
Sysconfig::Ticket::Frontend::Agent::Ticket::ViewClose::Service=Yes Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.b...@dornc.com Cynthia Kwan ck...@vet.upenn.edu 6/22/2009 3:26 PM Dear all, I would like to add the services field and the sub-categories of the services field to the close tab. Does anyone know where/how to do this? Thanks in advance for your advice. Cindy Kwan IT Group UPenn - E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. -- - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] sysconfig run slowly
Hi List, Recently upgrade my OTRS from 2.3.1 to 2.3.4 and I did change my box (a failure hardware). I have identical hardware and apache/perl configuration. All runs excellent except sysconfig. When I go to sysconfig to set up any item, response takes til 2 minutos. When I save the changes, response takes til 2 minutes again. Any ideas about how to to solve this issue? Thanks in advance. Karlos. - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Custom fields: multicompany users
Hi there, New fields can be easily included using the free text field functionality. In the following FAQ entry they explain how to define them and make them visible: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=302 greetings, Leonardo Certuche On Mon, Jun 22, 2009 at 9:30 AM, Juan Ferreyra jferre...@tenroses.com.arwrote: Hi, I need to create a new field: The /institution/ of the customer user. Our customers users can work in more than one /institution,/ so we need to specify that list in the creation, by selecting them from an /available institutions/ list. Then, when the customer user is creating a new ticket, if he is related to more than one /institution,/ some combo should appear and he should specify the /institution/ that ticket is related with. Is there an easy way to add that feature without changing too much code? Maybe there is a way to define customer_companies/users/customer_users relations to cover this requirement. Juan Ferreyra - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] conditional events in otrs
Thanks Michiel
I have found info on GenericAgents in
http://doc.otrs.org/2.3/en/html/x1213.html
and an example in
http://doc.otrs.org/2.3/en/html/x1519.html#genericagent-job-for-escalated-tickets
A few questions on this as the documentation appears scant:
1) Is there a way to set the job time at less that 10 minutes
2) Where do I set the action of emailing the job to x...@abc.com:
a) Command or
b) Module or
c) Both
And could you please advise what should be put in those sections?
Also, is there any more comprehensive source of information on these
agents jobs, the _syntax and commands_ available for
Kernel/Config/GenericAgent.pm besides the GenericAgent.pm.examples file?
And finally what is the difference between using the web interface for
the GenericAgent job vs the GenericAgent.pm file and using code like:
# [name of job] - send reminder emails to agents
# --
'send reminder emails to agents' = {
# get all tickets with these properties
States = ['pending reminder'],
TicketPendingTimeOlderMinutes = 10,
# new ticket properties (no option is required,
# use just the options which should be changed!)
New = {
# if you want to add a Note
Note = {
From = 'Reminder Admin',
Subject = 'Reminder Notification',
Body = 'The reminder time of this ticket has been
reached!',
},
},
},
# --
Thanks and regards
J
Michiel Beijen wrote:
Hi J,
The easiest, this can be achieved by creating GenericAgent jobs. The
downside of this is that means it'll be scheduled (batch-like) and not
real-time.
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Mon, Jun 22, 2009 at 07:20, Jotrslist.2...@mymail.isbest.biz wrote:
Is there any way (or addin module) to simply handle conditional events in
OTRS.
For example. If a ticket has:
1. a response required of priority = 'A 0-15min then forward to
urgentescalati...@companyxyz.com
2. a response required of priority = 'A 0-15min then change queue to
EscalationsTeam
or
3. Queue = 'Critical_Outage' then forward to
mobilephonenum...@smsservice.com
Thanks and regards
J
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[otrs-de] Notiz in CSV anzeigen
Hallo, wie kann man Notizen (besser ein bestimtes Notiz) eines Tickets im CSV anzeigen? Danke Oleg Fediv - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
