[otrs] tickets per user agent

[Karlos Jelez]

Hi list,

Do anyone know how to report tickets per agent in a monthly basis?

Any help will be appreciated.

Thanks

Karlos Jelez
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Re: [otrs] OTRS 2.4.1 Links in agent notifications are not clickable links

[Stager, Ken]

 

 

The single .pm file updated did not work, but pushing the system to
2.4.2 and copying over configuration files from the 2.4.1 install did
the trick. Thanks!

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[otrs] To vs Cc

[Richard Stockton]

Hi there,

I just installed 2.4.2 and got everything to work fairly well, but
I am seeing some strange behavior.

First:
When a message is sent to OTRS via "supp...@example.com" it goes
into the support queue.  When the ticket is replied to, the TO
address ("supp...@example.com") is put in the CC field of the
reply.  So the reply ends up being sent back to the queue.  This
is NOT what we want.  How do I stop that behavior?  I would like
to see any OTRS or Agent email filtered out of the reply CC.

Second:
There used to be a line like this at the top of the queue display:
"Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8"
The "8" above was a link that opened ALL tickets, locked or not in'
that queue.  Is there a way to re-enable that in 2.4.2?  Or am I stuck
with the "StatusView" mechanism to see locked tickets?  It is not as
easy to find what you want in that.

Would appreciate any enlightenment.
TIA.
 - Richard

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Re: [otrs] connection to several active directories

[Rodney McDuff]

Leonardo Certuche wrote:
> Hi there,
>
> Here's a short question for the ones who have OTRS working against
> Microsoft Active Directory:
>
> Is it possible to integrate a single OTRS installation with several
> Microsoft's Active Directory at the same time?
>
Have a look at Penrose 


> Thanks in advance for your help.
>
> Greetings,
>
> Leonardo Certuche
> 
>
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-- 
Dr. Rodney G. McDuff |Ex ignorantia ad sapientiam
Manager, Strategic Technologies Group|Ex luce ad tenebras
Information Technology Services  |
The University of Queensland |
EMAIL: mcd...@its.uq.edu.au  |
TELEPHONE: +61 7 3365 8220   |


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Re: [otrs] Disabling certain attachment types

[Martin Edenhofer]

Hi Julian,

do you mean, disable the web upload of file types or the general  
disable (also email incoming) of dedicated file types?


 -Martin

On 05.08.2009, at 20:49, Cook, Julian wrote:


Hello!
We are implementing otrs (YAY!) and one big request is in regards to  
Cross Site Scripting. We need to  limit which attachment types can  
be attached to a ticket. Barring that we could just turn off the  
ability to attach files.


I have looked over the documentation and haven’t found a way to do  
this yet. Does anyone know an easy way to turn off .exe, .vb, etc  
file types from being attached? If this doesn’t exist any advice on  
disabling attachments would be appreciated.

--
Julian Cook
Securities and Exchange Commission
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[otrs] Queue <> Services relationship

[Guillermo Vargas-DellaCasa]

Hi again,

How can I establish a relationship between Queue and Services? I would
like customers to select a Queue on the "TO:" field when they are
creating a ticket and that the "Service" field be updated to show only
services handled by that particular Queue. For example:

To: Networking Team
Services: Internet, Email, Folder Shares

To: Database Team
Services: HR Database, Student Database

Is that possible?

Thanks!

Guillermo Vargas-Dellacasa
Computer Operations Manager
North Hunterdon-Voorhees Regional High School District
(908) 713-4199 ext 5128
gvargas-dellac...@nhvweb.net

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Re: [otrs] LDAP tls authentication Fun

[Mauricio Tavares]

Rory wrote:

I had some confusion with this recently too.
As I understand it, you can have either DB or LDAP authentication for
agents, not both.

	Oh lovely. I guess that explains why I cannot login even as the 
root/localhost user.



The way OTRS authenticates is by checking the user against its own
database. Once the user exists in its database it will authenticate
the user against the LDAP directory.


	So, otrs is only using ldap to check the passwords? Is the 
access/ownership info (i.e. who belongs to which group and can do what 
kind of harm) stored in the local DB then?  I guess it has to since the 
documentation states otrs only does read only access to ldap.



In order for the local DB to have the same user details in the otrs DB
as in the LDAP directory. To do this you need to configure OTRS to
sync its data from the LDAP directory. The data is sync'd the first
time the user logs in. Have a look through the following doc for the
sync config settings;

http://doc.otrs.org/2.4/en/html/x1890.html

	After reading it, I began to wonder if it meant that once it gathers 
the data it will use the local DB entirely instead of ldap. If that is 
the case, wouldn't it mean that it should be able to lookup user info on 
both local db and ldap at the same time?




The "first bind failed" TLS error you are getting means that your LDAP
server needs to have a TLS secured connection.
Make sure you have the correct Perl package for TLS installed on your
system. You may or may not need to do somthing like this;

$Self->{'AuthModule::LDAP::Host'} = 'ldaps://ldap-pserver.internal.domain.com';

I hope that helps,

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie



2009/8/5 Mauricio Tavares :

   I am trying to have otrs to have some of my agents defined in ldap.
So, I set  /etc/otrs/Kernel/Config.pm as follows:

   # Authenticate agents against LDAP backend
   $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
   $Self->{'AuthModule::LDAP::Host'} = 'ldap-pserver.internal.domain.com';
   $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com';
   $Self->{'AuthModule::LDAP::UID'} = 'uid';
   $Self->{'AuthModule::LDAP::GroupDN'} =
'cn=users,ou=Groups,dc=domain,dc=com';
   $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid';
   $Self->{'AuthModule::LDAP::UserAttr'} = 'UID';
   $Self->{'AuthModule::LDAP::Params'} = {
port => 389,
timeout => 120,
verify => 'require',
cafile => '/etc/ssl/certs/root.pem',
# async => 0,
version => 3,
   };

When I try to login, either as a previously defined (in its database, and
that includes root) otrs user or as one of the ldap users, it seems to be
looking for them in ldap:

ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Wed Aug  5 12:09:54 2009

 Message: First bind failed! TLS confidentiality required

 Traceback (32329):
  Module: Kernel::System::Auth::LDAP::Auth (v1.46) Line: 191
  Module: Kernel::System::Auth::Auth (v1.29) Line: 121
  Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 192
  Module: /usr/share/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47


What should I tell otrs to look for users in its own database there and then
for ldap users, well, in ldap? And, what would this "TLS confidentiality
required" error be trying to tell me?
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Re: [otrs] Differences in US, CA and UK English?

[Martin Edenhofer]

Hi Alan,

IMO its the date format. For more info see Kernel/Language/en_CA.pm

Greetings,

-Martin

On Aug 5, 2009, at 22:20, Alan McKay  wrote:


Hey folks,

I am pretty familiar with US vs UK differences

What about Canadian English?

Is there some way for me to compare all 3 of these?  Or can some one  
tell me?


Enquiring minds (here in Canada) want to know :-)

thanks,
-Alan

--
“Don't eat anything you've ever seen advertised on TV”
- Michael Pollan, author of "In Defense of Food"
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[otrs] Differences in US, CA and UK English?

[Alan McKay]

Hey folks,

I am pretty familiar with US vs UK differences

What about Canadian English?

Is there some way for me to compare all 3 of these?  Or can some one tell me?

Enquiring minds (here in Canada) want to know :-)

thanks,
-Alan

-- 
“Don't eat anything you've ever seen advertised on TV”
 - Michael Pollan, author of "In Defense of Food"
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[otrs] Disabling certain attachment types

[Cook, Julian]

Hello!
We are implementing otrs (YAY!) and one big request is in regards to Cross
Site Scripting. We need to  limit which attachment types can be attached to
a ticket. Barring that we could just turn off the ability to attach files.

I have looked over the documentation and haven¹t found a way to do this yet.
Does anyone know an easy way to turn off .exe, .vb, etc file types from
being attached? If this doesn¹t exist any advice on disabling attachments
would be appreciated.
-- 
Julian Cook
Securities and Exchange Commission

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Re: [otrs] LDAP tls authentication Fun

[Rory]

I had some confusion with this recently too.
As I understand it, you can have either DB or LDAP authentication for
agents, not both.

The way OTRS authenticates is by checking the user against its own
database. Once the user exists in its database it will authenticate
the user against the LDAP directory.
In order for the local DB to have the same user details in the otrs DB
as in the LDAP directory. To do this you need to configure OTRS to
sync its data from the LDAP directory. The data is sync'd the first
time the user logs in. Have a look through the following doc for the
sync config settings;

http://doc.otrs.org/2.4/en/html/x1890.html


The "first bind failed" TLS error you are getting means that your LDAP
server needs to have a TLS secured connection.
Make sure you have the correct Perl package for TLS installed on your
system. You may or may not need to do somthing like this;

$Self->{'AuthModule::LDAP::Host'} = 'ldaps://ldap-pserver.internal.domain.com';

I hope that helps,

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie



2009/8/5 Mauricio Tavares :
>        I am trying to have otrs to have some of my agents defined in ldap.
> So, I set  /etc/otrs/Kernel/Config.pm as follows:
>
>    # Authenticate agents against LDAP backend
>    $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
>    $Self->{'AuthModule::LDAP::Host'} = 'ldap-pserver.internal.domain.com';
>    $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com';
>    $Self->{'AuthModule::LDAP::UID'} = 'uid';
>    $Self->{'AuthModule::LDAP::GroupDN'} =
> 'cn=users,ou=Groups,dc=domain,dc=com';
>    $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid';
>    $Self->{'AuthModule::LDAP::UserAttr'} = 'UID';
>    $Self->{'AuthModule::LDAP::Params'} = {
>             port => 389,
>             timeout => 120,
>             verify => 'require',
>             cafile => '/etc/ssl/certs/root.pem',
>             # async => 0,
>             version => 3,
>        };
>
> When I try to login, either as a previously defined (in its database, and
> that includes root) otrs user or as one of the ldap users, it seems to be
> looking for them in ldap:
>
> ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Wed Aug  5 12:09:54 2009
>
>  Message: First bind failed! TLS confidentiality required
>
>  Traceback (32329):
>   Module: Kernel::System::Auth::LDAP::Auth (v1.46) Line: 191
>   Module: Kernel::System::Auth::Auth (v1.29) Line: 121
>   Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 192
>   Module: /usr/share/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47
>
>
> What should I tell otrs to look for users in its own database there and then
> for ldap users, well, in ldap? And, what would this "TLS confidentiality
> required" error be trying to tell me?
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[otrs] LDAP tls authentication Fun

[Mauricio Tavares]

	I am trying to have otrs to have some of my agents defined in ldap. So, 
I set  /etc/otrs/Kernel/Config.pm as follows:


# Authenticate agents against LDAP backend
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = 'ldap-pserver.internal.domain.com';
$Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com';
$Self->{'AuthModule::LDAP::UID'} = 'uid';
$Self->{'AuthModule::LDAP::GroupDN'} = 
'cn=users,ou=Groups,dc=domain,dc=com';

$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid';
$Self->{'AuthModule::LDAP::UserAttr'} = 'UID';
$Self->{'AuthModule::LDAP::Params'} = {
 port => 389,
 timeout => 120,
 verify => 'require',
 cafile => '/etc/ssl/certs/root.pem',
 # async => 0,
 version => 3,
};

When I try to login, either as a previously defined (in its database, 
and that includes root) otrs user or as one of the ldap users, it seems 
to be looking for them in ldap:


ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Wed Aug  5 12:09:54 2009

 Message: First bind failed! TLS confidentiality required

 Traceback (32329):
   Module: Kernel::System::Auth::LDAP::Auth (v1.46) Line: 191
   Module: Kernel::System::Auth::Auth (v1.29) Line: 121
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 192
   Module: /usr/share/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47


What should I tell otrs to look for users in its own database there and 
then for ldap users, well, in ldap? And, what would this "TLS 
confidentiality required" error be trying to tell me?

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Re: [otrs] Email configuration issues with OTRS

[Mauricio Tavares]

rajaa Jlil wrote:

Ok thx i will try that.
 
	A quick way to test is to setup, say, mozilla thunderbird to check mail 
in that account. Make sure you can see the emails you send to that 
account. Once it works, you just copy the username and other info you 
used to otrs.



Best regards


Cordialement

 


-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49




 


Date: Wed, 5 Aug 2009 16:44:20 +0200
From: mich...@beefreeit.nl
To: otrs@otrs.org
Subject: Re: [otrs] Email configuration issues with OTRS

Well, it depends on the mail server you use.
Usually, the username is the part before the @ sign in the mail, or the 
full mail address.
The Hostname is usually something like mail.wincor-nixdorf.com 
 - refer to your mail server 
administrator if you're not sure.


Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl 


On Wed, Aug 5, 2009 at 16:25, rajaa Jlil > wrote:


Yes i already read
 
for username : what should i write, the admin name or

softawaresupport.ma  ?
and for host : should i write softwaresupport...@wincor-nixdorf.com
 ???

 
Thx for helpping me
 


Cordialement

 


-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49




 


Date: Wed, 5 Aug 2009 16:11:23 +0200

From: mich...@beefreeit.nl 
To: otrs@otrs.org 
Subject: Re: [otrs] Email configuration issues with OTRS


Well, add a mailbox as per the manual:
http://doc.otrs.org/2.4/en/html/x1512.html#email-receiving-pop3

Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl 


On Wed, Aug 5, 2009 at 16:03, rajaa Jlil mailto:rajaa_0...@hotmail.com>> wrote:

hello
 
Ok , i i choose to configure the IMPA mailboxes via

admin>PostMaster Mailboxes
what should i do ???

 
Best regards


 


Cordialement

 


-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49




 


Date: Wed, 5 Aug 2009 13:01:53 +0200
From: mich...@beefreeit.nl 
To: otrs@otrs.org 
Subject: [otrs] Email configuration issues with OTRS


Personally, I would always choose to just configure the IMAP
mailboxes via Admin > PostMaster Mailboxes.
If you'd have set up the cron jobs as per the manual, you
woulnd't have to alter those, and also you would not have to
bother about fetchmail - OTRS will retrieve the messages
directly from IMAP.

If you would decide to use fetchmail however, the OTRS mailing
list is probably not the best place to ask about configuring
fetchmail. Try your favorite unix/linux forum for that.

Best regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl 


On Wed, Aug 5, 2009 at 11:33, rajaa Jlil mailto:rajaa_0...@hotmail.com>> wrote:

Dear colleague
Could you please help me to configure otrs, I have a trainee
who works on it but she has difficulties on
sending/receiving emails
Mentioned below the procedure of configuring:
She edited this file: /opt/otrs/.fetchmailrc
And type this line:
*Poll DEEXVS03 protocol IMAP user

**wincor-nixdorf/softwaresupport.ma/softwaresupport...@wincor-nixdorf.com*

*
**password YOURPASSWORD is otrs*
After that, she activated the cronjob for fetchmail.
/opt/otrs/var/cron and edited the file: fetchmail by adding
this line:
#fetch every 5 minutes emails via fetchmail
*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail
–a >> /dev/null
So normally OTRS/fetchmail should fetch the emails every 5
minutes from the IMAP/Exchange postbox, but it doesn’t work.

Maybe it’s possible to change somewhere in the source code?

With kindest regards.

Cordialement

 


-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49




 
 > Date: Fri, 19 Jun 2009 10:41:19 -0700

 > From: supp...@sjobeck.com 

Re: [otrs] "New message!" alert is gone on upgrade from 2.2.4 to 2.4.1

[Christian Meier | Medienzentrum]

To substantiate my request:

See the last screenshot at
http://doc.otrs.org/2.4/en/html/x1769.html

Unfortunately this red "New message" alert does not work anymore with 
2.4.1...any hints?

Thanks in advance,
Christian Meier
E-Learning-Support TU Dresden

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Re: [otrs] Viewing all tickets via Customer Interface

[David Holder]

Hi again chaps,

Has anyone actually got this working? I'm starting to think that this may be
a limitation of OTRS.

If that is the case, can anyone suggest any alternative ways of looking at
this issue? Ie is there a way of displaying the current number of
locked/open tickets in the customer interface? Or is there a way to have a
user with their own CustomerID(Unique) and a shared ID (Not unique)
therefore the "company tickets" view will be populated with all the tickets?

Any comments would be appreciated, this is the last thing I have to sort out
beofre I deploy it...

Thanks,

David

On Tue, Aug 4, 2009 at 4:28 PM, David Holder  wrote:

> Hi, thanks for your reply.
>
> 1) should be already sorted, customers have access to their own tickets in
> a specific queue
> 2) I would like customers to view tickets that aren't assigned to them, ie
> I want them to view everything in a queue, regardless of if the tickets
> belong to them or not
>
> Thanks,
>
> David
>
>
>
> On Tue, Aug 4, 2009 at 3:43 PM, IT easyap  wrote:
>
>>  To have acccess from customer interface to watch tickets there are some
>> requirements
>>
>>
>>
>> 1)   the customer user should have access to the queues ( in your
>> case to the queue IT Help Desk )
>>
>> 2)   the ticket must be assigned to the customer ( you can assign for
>> email tickets using a rule in postmaster filter)
>>
>>
>>  --
>>
>> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
>> Of *David Holder
>> *Sent:* martes, 04 de agosto de 2009 13:32
>> *To:* User questions and discussions about OTRS.
>> *Subject:* [otrs] Viewing all tickets via Customer Interface
>>
>>
>>
>> Hi all,
>>
>> I've almost got OTRS running exactly how I need to, due to many long
>> nights and awesome support from the members of this mailing list.
>>
>> I just have one obstacle left before I can deploy this at my workplace.
>>
>> There is a requirement for everyone in the organisation I work for to be
>> able to view ALL the tickets assigned to the IT Help Desk. This is mainly to
>> demonstrate the current workload and where their request is in the queue.
>>
>> I have agents and customers logging in via LDAP. I've noticed that in the
>> customer interface there are sections for "MyTickets" and "CompanyTickets".
>> Is it possible to have "CompanyTickets" displaying all tickets in a
>> particular queue? if so, can someone please tell me how I go about this?
>>
>> Thanks,
>>
>> David
>>
>> -
>> 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
>>
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>> http://www.otrs.com/en/support/enterprise-subscription/
>>
>
>
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Re: [otrs] FAQ pictures taking longer to load for customers

[Emily Flynn]

Hi,

Thanks for your reply. 

I will try a reduction in image size, but I am based in the same office as 
the OTRS server and I am logging on as both Admin and Customer on the same 
pc and I experience the delay.

I'll see how the size reduction goes anyways,

Thanks

Emily






Rory  
Sent by: otrs-boun...@otrs.org
05/08/2009 16:08
Please respond to
"User questions and discussions about OTRS." 


To
"User questions and discussions about OTRS." 
cc

Subject
Re: [otrs] FAQ pictures taking longer to load for customers






Hi,

350KB is quite big for web based images. That's almost 1MB just for
your images. If the customers are coming in over a WAN this could be
effecting things. You could firstly try to reduce them by saving them
with either jpeg or png compression.

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie



2009/8/5 Emily Flynn :
>
> (OTRS version 2.3.4, FAQ version 1.5.4)
>
>
> Hi all,
>
> I created an article in our FAQ that makes use of three GIF's embedded 
using
> the WYSIWYG editor, the Gif's are roughly 350KB each.  The article was
> external (customer) from the start.  When I browse to the FAQ through 
the
> Agent login, the pictures load up fine, but when I browse to the FAQ
> throught the customer login, the pictures take a minute or two to load. 
 I
> have
>
> Any suggestions on what I could do to resolve this?
>
> Thanks
>
> Emily
>
>
>
> -
> 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
>
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>
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Re: [otrs] FAQ pictures taking longer to load for customers

[Rory]

Hi,

350KB is quite big for web based images. That's almost 1MB just for
your images. If the customers are coming in over a WAN this could be
effecting things. You could firstly try to reduce them by saving them
with either jpeg or png compression.

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie



2009/8/5 Emily Flynn :
>
> (OTRS version 2.3.4, FAQ version 1.5.4)
>
>
> Hi all,
>
> I created an article in our FAQ that makes use of three GIF's embedded using
> the WYSIWYG editor, the Gif's are roughly 350KB each.  The article was
> external (customer) from the start.  When I browse to the FAQ through the
> Agent login, the pictures load up fine, but when I browse to the FAQ
> throught the customer login, the pictures take a minute or two to load.  I
> have
>
> Any suggestions on what I could do to resolve this?
>
> Thanks
>
> Emily
>
>
>
> -
> 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/
>
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Re: [otrs] Installation otrs 2.4.1

[Rory]

Your webserver doesn't recognise this as a file that it can process
and so it is just returning the file itself.
What webserver are you using? Apache?

Have a look at the Apache doc to set this up;

http://httpd.apache.org/docs/2.2/howto/cgi.html

Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie



2009/8/5 Davis, Sam :
> Greetings,
>
> I am experiencing a problem with the installation of OTRS 2.4.1.  I have
> installed the web server and need to implement the database but everytime I
> execute in a browser http://localhost/otrs/installer.pl .  I get the error
> the extension .pl is unknown and wants to download the file.  Does anyone
> has any suggestions.
>
> Best Regards,
>
>
> Sam Davis
>
> ___
> Sam Davis
> System Adminstrator
> AAIPharma
> c/ Rosa de Lima, 1-bis, Edificio Alba
> 28290 Las Matas (Madrid)
> Tel: +34 91 372 6065 (Direct)
> Fax: +34 91 372 6060
> sam.da...@aaipharma.com
> www.aaipharma.com
> ___
> The content of this e-mail and any attachments to it is intended only for
> the confidential
> use of the intended recipient(s). If you are not the intended recipient(s),
> you are hereby
> notified that you have received this communication in error and that any
> disclosure, copying,
> distribution, or the taking of any action in reliance on the contents of
> this e-mail is
> strictly prohibited and that the documents should be returned to the author
> immediately.
> If you have received this email in error, please notify the author by using
> the reply key
> immediately.
> P Please consider the Environment before printing this e-mail.
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
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Re: [otrs] locked ticket to System OTRS

[Rory]

Hi Neil,

One thing you could do is change the owner directly through the mysql database.
You'll need the ticket number, in the ticket zoom view it looks like this;

[ Zoom Ticket#: 200907316363 ]

You just want the number from the string above.
Firstly login to your database on the command line as a user who can
update tables.

Now, get the id of the person who you want to own the ticket, replace
 below with the actual login name that the person uses to
log into otrs;

SELECT id,login FROM users WHERE login="";

Then, using the id returned from the above statement, update the
ticket using the ticket number to make sure you're updating the right
one. Replace  with the id number you just got and replace
 with the ticket number from the ticket;

UPDATE ticket SET user_id="" WHERE tn="";

Now go back into your OTRS and check the ticket.
It should have the user you selected as the owner.

Hope that helps,
Rory

Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie



2009/8/5 Gator SLP :
> Hello all,
>
> just joined the group and hope you can help me out.
>
> I am admin for our OTRS but seem unable to do anything with a ticket that a
> user accidentally changed owner to blank.  Due to her changing owner to
> blank, it is now assigned to "n/a (System OTRS)".
>
> I can't move it to spam, close it, do anything to it.  Always says im not
> owner and so cant take this action.  She can also not touch it, same error
> about not being owner.  I assume you can't login as system otrs user so
> unsure what to do.
>
> all i want is to either close or remove this ticket.
>
> any help much appreciated.
>
> Neil
> -
> 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
>
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[otrs] Installation otrs 2.4.1

[Davis, Sam]

Greetings,


I am experiencing a problem with the installation of OTRS 2.4.1.  I have
installed the web server and need to implement the database but
everytime I execute in a browser http://localhost/otrs/installer.pl .  I
get the error the extension .pl is unknown and wants to download the
file.  Does anyone has any suggestions.

Best Regards, 
  
  
Sam Davis 
___
Sam Davis
System Adminstrator
AAIPharma
c/ Rosa de Lima, 1-bis, Edificio Alba
28290 Las Matas (Madrid)
Tel: +34 91 372 6065 (Direct)
Fax: +34 91 372 6060
sam.da...@aaipharma.com
www.aaipharma.com  
___ 
The content of this e-mail and any attachments to it is intended only
for the confidential
use of the intended recipient(s). If you are not the intended
recipient(s), you are hereby
notified that you have received this communication in error and that any
disclosure, copying,
distribution, or the taking of any action in reliance on the contents of
this e-mail is
strictly prohibited and that the documents should be returned to the
author immediately.
If you have received this email in error, please notify the author by
using the reply key
immediately.
P Please consider the Environment before printing this e-mail.


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Re: [otrs] Email configuration issues with OTRS

[rajaa Jlil]

Ok thx i will try that.

 

Best regards



Cordialement
 
-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49



 



Date: Wed, 5 Aug 2009 16:44:20 +0200
From: mich...@beefreeit.nl
To: otrs@otrs.org
Subject: Re: [otrs] Email configuration issues with OTRS

Well, it depends on the mail server you use.
Usually, the username is the part before the @ sign in the mail, or the full 
mail address.
The Hostname is usually something like mail.wincor-nixdorf.com - refer to your 
mail server administrator if you're not sure.

Kind regards,--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Wed, Aug 5, 2009 at 16:25, rajaa Jlil  wrote:


Yes i already read 
 
for username : what should i write, the admin name or softawaresupport.ma ? 
and for host : should i write softwaresupport...@wincor-nixdorf.com ???

 
Thx for helpping me 

 

Cordialement
 
-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49



  


Date: Wed, 5 Aug 2009 16:11:23 +0200

From: mich...@beefreeit.nl
To: otrs@otrs.org
Subject: Re: [otrs] Email configuration issues with OTRS




Well, add a mailbox as per the manual:
http://doc.otrs.org/2.4/en/html/x1512.html#email-receiving-pop3

Kind regards,--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Wed, Aug 5, 2009 at 16:03, rajaa Jlil  wrote:


hello
 
Ok , i i choose to configure the IMPA mailboxes via admin>PostMaster Mailboxes
what should i do ??? 

 
Best regards 

 

Cordialement
 
-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49



  


Date: Wed, 5 Aug 2009 13:01:53 +0200
From: mich...@beefreeit.nl
To: otrs@otrs.org
Subject: [otrs] Email configuration issues with OTRS 




Personally, I would always choose to just configure the IMAP mailboxes via 
Admin > PostMaster Mailboxes.
If you'd have set up the cron jobs as per the manual, you woulnd't have to 
alter those, and also you would not have to bother about fetchmail - OTRS will 
retrieve the messages directly from IMAP.

If you would decide to use fetchmail however, the OTRS mailing list is probably 
not the best place to ask about configuring fetchmail. Try your favorite 
unix/linux forum for that.

Best regards,--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Wed, Aug 5, 2009 at 11:33, rajaa Jlil  wrote:


Dear colleague
Could you please help me to configure otrs, I have a trainee who works on it 
but she has difficulties on sending/receiving emails 
Mentioned below the procedure of configuring:
She edited this file: /opt/otrs/.fetchmailrc
And type this line:
Poll DEEXVS03 protocol IMAP user 
wincor-nixdorf/softwaresupport.ma/softwaresupport...@wincor-nixdorf.com 
password YOURPASSWORD is otrs
After that, she activated the cronjob for fetchmail. /opt/otrs/var/cron and 
edited the file: fetchmail by adding this line:
#fetch every 5 minutes emails via fetchmail
*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail –a >> /dev/null
So normally OTRS/fetchmail should fetch the emails every 5 minutes from the 
IMAP/Exchange postbox, but it doesn’t work.

Maybe it’s possible to change somewhere in the source code?
With kindest regards.


Cordialement
 
-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49



  
> Date: Fri, 19 Jun 2009 10:41:19 -0700
> From: supp...@sjobeck.com
> To: otrs@otrs.org
> Subject: [otrs] ITSM module for v.2.4 



> 
> Hi, All,
> 
> I upgraded our 2.3 install, which had the ITSM module installed, to
> 2.4.0beta3, and now it seems caught in a little bit of a trap between
> versions. We were just about to start using ITSM 1.2.2 but had not quite
> yet so this not too big a deal thankfully. I first noticed this
> situation when checking the "support" module page & it showed me a bunch
> of errors of files mismatching versions. I see ITSM 1.2.3 out there (FTP
> site) but it wont install in to this version of beta. I was just
> curious if any one had a roadmap or a timeline or advice on when & how I
> can upgrade my way out of this sooner or later. That's all. Thanks so
> much to the dev's, great stuff, really appreciate it. 
> 
> Jason Sjobeck
> www.sjobeck.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
> 
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/



Avec Windows Live, vous organisez, retouchez et partagez vos photos.
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Avec Windows Live, vous organisez, retouchez et partagez vos photos.
--

Re: [otrs] Email configuration issues with OTRS

[Michiel Beijen]

Well, it depends on the mail server you use.
Usually, the username is the part before the @ sign in the mail, or the full
mail address.
The Hostname is usually something like mail.wincor-nixdorf.com - refer to
your mail server administrator if you're not sure.

Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl


On Wed, Aug 5, 2009 at 16:25, rajaa Jlil  wrote:

>  Yes i already read
>
> for username : what should i write, the admin name or softawaresupport.ma?
> and for host : should i write softwaresupport...@wincor-nixdorf.com ???
>
>
> Thx for helpping me
>
>
> Cordialement
>
>
>
> -JLIL Rajaa-
> ESG-Casablanca
> tél : 0665 78 86 49
>
>
>
>
> --
> Date: Wed, 5 Aug 2009 16:11:23 +0200
> From: mich...@beefreeit.nl
> To: otrs@otrs.org
> Subject: Re: [otrs] Email configuration issues with OTRS
>
>
> Well, add a mailbox as per the manual:
> http://doc.otrs.org/2.4/en/html/x1512.html#email-receiving-pop3
>
> Kind regards,
> --
> Michiel Beijen
> Software Consultant
> +31 6 - 457 42 418
> Bee Free IT + http://beefreeit.nl
>
>
> On Wed, Aug 5, 2009 at 16:03, rajaa Jlil  wrote:
>
> hello
>
> Ok , i i choose to configure the IMPA mailboxes via admin>PostMaster
> Mailboxes
> what should i do ???
>
> Best regards
>
>
>
> Cordialement
>
>
>
> -JLIL Rajaa-
> ESG-Casablanca
> tél : 0665 78 86 49
>
>
>
>
> --
> Date: Wed, 5 Aug 2009 13:01:53 +0200
> From: mich...@beefreeit.nl
> To: otrs@otrs.org
> Subject: [otrs] Email configuration issues with OTRS
>
>
> Personally, I would always choose to just configure the IMAP mailboxes via
> Admin > PostMaster Mailboxes.
> If you'd have set up the cron jobs as per the manual, you woulnd't have to
> alter those, and also you would not have to bother about fetchmail - OTRS
> will retrieve the messages directly from IMAP.
>
> If you would decide to use fetchmail however, the OTRS mailing list is
> probably not the best place to ask about configuring fetchmail. Try your
> favorite unix/linux forum for that.
>
> Best regards,
> --
> Michiel Beijen
> Software Consultant
> +31 6 - 457 42 418
> Bee Free IT + http://beefreeit.nl
>
>
> On Wed, Aug 5, 2009 at 11:33, rajaa Jlil  wrote:
>
> Dear colleague
> Could you please help me to configure otrs, I have a trainee who works on
> it but she has difficulties on sending/receiving emails
> Mentioned below the procedure of configuring:
> She edited this file: /opt/otrs/.fetchmailrc
> And type this line:
> *Poll DEEXVS03 protocol IMAP user **
> wincor-nixdorf/softwaresupport.ma/softwaresupport...@wincor-nixdorf.com*
> * **password YOURPASSWORD is otrs*
> After that, she activated the cronjob for fetchmail. /opt/otrs/var/cron and
> edited the file: fetchmail by adding this line:
> #fetch every 5 minutes emails via fetchmail
> */5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail –a >> /dev/null
> So normally OTRS/fetchmail should fetch the emails every 5 minutes from the
> IMAP/Exchange postbox, but it doesn’t work.
>
> Maybe it’s possible to change somewhere in the source code?
>
> With kindest regards.
>
> Cordialement
>
>
>
> -JLIL Rajaa-
> ESG-Casablanca
> tél : 0665 78 86 49
>
>
>
>
> > Date: Fri, 19 Jun 2009 10:41:19 -0700
> > From: supp...@sjobeck.com
> > To: otrs@otrs.org
> > Subject: [otrs] ITSM module for v.2.4
>
> >
> > Hi, All,
> >
> > I upgraded our 2.3 install, which had the ITSM module installed, to
> > 2.4.0beta3, and now it seems caught in a little bit of a trap between
> > versions. We were just about to start using ITSM 1.2.2 but had not quite
> > yet so this not too big a deal thankfully. I first noticed this
> > situation when checking the "support" module page & it showed me a bunch
> > of errors of files mismatching versions. I see ITSM 1.2.3 out there (FTP
> > site) but it wont install in to this version of beta. I was just
> > curious if any one had a roadmap or a timeline or advice on when & how I
> > can upgrade my way out of this sooner or later. That's all. Thanks so
> > much to the dev's, great stuff, really appreciate it.
> >
> > Jason Sjobeck
> > www.sjobeck.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
> >
> > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> > http://www.otrs.com/en/support/enterprise-subscription/
>
> --
> Avec Windows Live, vous organisez, retouchez et partagez vos 
> photos.
>
> -
> 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 inf

[otrs] FAQ pictures taking longer to load for customers

[Emily Flynn]

(OTRS version 2.3.4, FAQ version 1.5.4)


Hi all,

I created an article in our FAQ that makes use of three GIF's embedded 
using the WYSIWYG editor, the Gif's are roughly 350KB each.  The article 
was external (customer) from the start.  When I browse to the FAQ through 
the Agent login, the pictures load up fine, but when I browse to the FAQ 
throught the customer login, the pictures take a minute or two to load.  I 
have 

Any suggestions on what I could do to resolve this?

Thanks

Emily


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Re: [otrs] Email configuration issues with OTRS

[rajaa Jlil]

Yes i already read 

 

for username : what should i write, the admin name or softawaresupport.ma ? 

and for host : should i write softwaresupport...@wincor-nixdorf.com ???


 

Thx for helpping me 

 

Cordialement
 
-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49



 



Date: Wed, 5 Aug 2009 16:11:23 +0200
From: mich...@beefreeit.nl
To: otrs@otrs.org
Subject: Re: [otrs] Email configuration issues with OTRS

Well, add a mailbox as per the manual:
http://doc.otrs.org/2.4/en/html/x1512.html#email-receiving-pop3

Kind regards,--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Wed, Aug 5, 2009 at 16:03, rajaa Jlil  wrote:


hello
 
Ok , i i choose to configure the IMPA mailboxes via admin>PostMaster Mailboxes
what should i do ???

 
Best regards 

 

Cordialement
 
-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49



  


Date: Wed, 5 Aug 2009 13:01:53 +0200
From: mich...@beefreeit.nl
To: otrs@otrs.org
Subject: [otrs] Email configuration issues with OTRS




Personally, I would always choose to just configure the IMAP mailboxes via 
Admin > PostMaster Mailboxes.
If you'd have set up the cron jobs as per the manual, you woulnd't have to 
alter those, and also you would not have to bother about fetchmail - OTRS will 
retrieve the messages directly from IMAP.

If you would decide to use fetchmail however, the OTRS mailing list is probably 
not the best place to ask about configuring fetchmail. Try your favorite 
unix/linux forum for that.

Best regards,--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Wed, Aug 5, 2009 at 11:33, rajaa Jlil  wrote:


Dear colleague
Could you please help me to configure otrs, I have a trainee who works on it 
but she has difficulties on sending/receiving emails 
Mentioned below the procedure of configuring:
She edited this file: /opt/otrs/.fetchmailrc
And type this line:
Poll DEEXVS03 protocol IMAP user 
wincor-nixdorf/softwaresupport.ma/softwaresupport...@wincor-nixdorf.com 
password YOURPASSWORD is otrs
After that, she activated the cronjob for fetchmail. /opt/otrs/var/cron and 
edited the file: fetchmail by adding this line:
#fetch every 5 minutes emails via fetchmail
*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail –a >> /dev/null
So normally OTRS/fetchmail should fetch the emails every 5 minutes from the 
IMAP/Exchange postbox, but it doesn’t work.

Maybe it’s possible to change somewhere in the source code?
With kindest regards.


Cordialement
 
-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49



  
> Date: Fri, 19 Jun 2009 10:41:19 -0700
> From: supp...@sjobeck.com
> To: otrs@otrs.org
> Subject: [otrs] ITSM module for v.2.4 



> 
> Hi, All,
> 
> I upgraded our 2.3 install, which had the ITSM module installed, to
> 2.4.0beta3, and now it seems caught in a little bit of a trap between
> versions. We were just about to start using ITSM 1.2.2 but had not quite
> yet so this not too big a deal thankfully. I first noticed this
> situation when checking the "support" module page & it showed me a bunch
> of errors of files mismatching versions. I see ITSM 1.2.3 out there (FTP
> site) but it wont install in to this version of beta. I was just
> curious if any one had a roadmap or a timeline or advice on when & how I
> can upgrade my way out of this sooner or later. That's all. Thanks so
> much to the dev's, great stuff, really appreciate it. 
> 
> Jason Sjobeck
> www.sjobeck.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
> 
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/



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Re: [otrs] Email configuration issues with OTRS

[Michiel Beijen]

Well, add a mailbox as per the manual:
http://doc.otrs.org/2.4/en/html/x1512.html#email-receiving-pop3

Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl


On Wed, Aug 5, 2009 at 16:03, rajaa Jlil  wrote:

>  hello
>
> Ok , i i choose to configure the IMPA mailboxes via admin>PostMaster
> Mailboxes
> what should i do ???
>
> Best regards
>
>
>
> Cordialement
>
>
>
> -JLIL Rajaa-
> ESG-Casablanca
> tél : 0665 78 86 49
>
>
>
>
> --
> Date: Wed, 5 Aug 2009 13:01:53 +0200
> From: mich...@beefreeit.nl
> To: otrs@otrs.org
> Subject: [otrs] Email configuration issues with OTRS
>
>
> Personally, I would always choose to just configure the IMAP mailboxes via
> Admin > PostMaster Mailboxes.
> If you'd have set up the cron jobs as per the manual, you woulnd't have to
> alter those, and also you would not have to bother about fetchmail - OTRS
> will retrieve the messages directly from IMAP.
>
> If you would decide to use fetchmail however, the OTRS mailing list is
> probably not the best place to ask about configuring fetchmail. Try your
> favorite unix/linux forum for that.
>
> Best regards,
> --
> Michiel Beijen
> Software Consultant
> +31 6 - 457 42 418
> Bee Free IT + http://beefreeit.nl
>
>
> On Wed, Aug 5, 2009 at 11:33, rajaa Jlil  wrote:
>
>  Dear colleague
> Could you please help me to configure otrs, I have a trainee who works on
> it but she has difficulties on sending/receiving emails
> Mentioned below the procedure of configuring:
> She edited this file: /opt/otrs/.fetchmailrc
> And type this line:
> *Poll DEEXVS03 protocol IMAP user **
> wincor-nixdorf/softwaresupport.ma/softwaresupport...@wincor-nixdorf.com*
> * **password YOURPASSWORD is otrs*
> After that, she activated the cronjob for fetchmail. /opt/otrs/var/cron and
> edited the file: fetchmail by adding this line:
> #fetch every 5 minutes emails via fetchmail
> */5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail –a >> /dev/null
> So normally OTRS/fetchmail should fetch the emails every 5 minutes from the
> IMAP/Exchange postbox, but it doesn’t work.
>
> Maybe it’s possible to change somewhere in the source code?
>
> With kindest regards.
>
> Cordialement
>
>
>
> -JLIL Rajaa-
> ESG-Casablanca
> tél : 0665 78 86 49
>
>
>
>
> > Date: Fri, 19 Jun 2009 10:41:19 -0700
> > From: supp...@sjobeck.com
> > To: otrs@otrs.org
> > Subject: [otrs] ITSM module for v.2.4
>
> >
> > Hi, All,
> >
> > I upgraded our 2.3 install, which had the ITSM module installed, to
> > 2.4.0beta3, and now it seems caught in a little bit of a trap between
> > versions. We were just about to start using ITSM 1.2.2 but had not quite
> > yet so this not too big a deal thankfully. I first noticed this
> > situation when checking the "support" module page & it showed me a bunch
> > of errors of files mismatching versions. I see ITSM 1.2.3 out there (FTP
> > site) but it wont install in to this version of beta. I was just
> > curious if any one had a roadmap or a timeline or advice on when & how I
> > can upgrade my way out of this sooner or later. That's all. Thanks so
> > much to the dev's, great stuff, really appreciate it.
> >
> > Jason Sjobeck
> > www.sjobeck.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
> >
> > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> > http://www.otrs.com/en/support/enterprise-subscription/
>
> --
> Avec Windows Live, vous organisez, retouchez et partagez vos 
> photos.
>
> -
> 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/
>
>
>
> --
> Avec Windows Live, vous organisez, retouchez et partagez vos 
> photos.
>
> -
> 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!
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>
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Re: [otrs] Email configuration issues with OTRS

[rajaa Jlil]

hello

 

Ok , i i choose to configure the IMPA mailboxes via admin>PostMaster Mailboxes

what should i do ???

 

Best regards 


 

Cordialement
 
-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49



 



Date: Wed, 5 Aug 2009 13:01:53 +0200
From: mich...@beefreeit.nl
To: otrs@otrs.org
Subject: [otrs] Email configuration issues with OTRS

Personally, I would always choose to just configure the IMAP mailboxes via 
Admin > PostMaster Mailboxes.
If you'd have set up the cron jobs as per the manual, you woulnd't have to 
alter those, and also you would not have to bother about fetchmail - OTRS will 
retrieve the messages directly from IMAP.

If you would decide to use fetchmail however, the OTRS mailing list is probably 
not the best place to ask about configuring fetchmail. Try your favorite 
unix/linux forum for that.

Best regards,--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Wed, Aug 5, 2009 at 11:33, rajaa Jlil  wrote:



Dear colleague

Could you please help me to configure otrs, I have a trainee who works on it 
but she has difficulties on sending/receiving emails 

Mentioned below the procedure of configuring:

She edited this file: /opt/otrs/.fetchmailrc

And type this line:

Poll DEEXVS03 protocol IMAP user 
wincor-nixdorf/softwaresupport.ma/softwaresupport...@wincor-nixdorf.com 
password YOURPASSWORD is otrs

After that, she activated the cronjob for fetchmail. /opt/otrs/var/cron and 
edited the file: fetchmail by adding this line:

#fetch every 5 minutes emails via fetchmail

*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail –a >> /dev/null

So normally OTRS/fetchmail should fetch the emails every 5 minutes from the 
IMAP/Exchange postbox, but it doesn’t work.

Maybe it’s possible to change somewhere in the source code?
With kindest regards.


Cordialement
 
-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49



  
> Date: Fri, 19 Jun 2009 10:41:19 -0700
> From: supp...@sjobeck.com
> To: otrs@otrs.org
> Subject: [otrs] ITSM module for v.2.4



> 
> Hi, All,
> 
> I upgraded our 2.3 install, which had the ITSM module installed, to
> 2.4.0beta3, and now it seems caught in a little bit of a trap between
> versions. We were just about to start using ITSM 1.2.2 but had not quite
> yet so this not too big a deal thankfully. I first noticed this
> situation when checking the "support" module page & it showed me a bunch
> of errors of files mismatching versions. I see ITSM 1.2.3 out there (FTP
> site) but it wont install in to this version of beta. I was just
> curious if any one had a roadmap or a timeline or advice on when & how I
> can upgrade my way out of this sooner or later. That's all. Thanks so
> much to the dev's, great stuff, really appreciate it. 
> 
> Jason Sjobeck
> www.sjobeck.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
> 
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/



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Re: [otrs] Check whether email has been sent/copied to customer

[Adam Knight]

Answered my own question
 
Check 
To  - .*@(?!domainname)
 
Set
X-OTRS-FollowUp-ArticleType -> email-external
 
Just to verify - I am working on the basis that "email-external" refers
to any email sent to or received from an external customer and
"email-internal" refers to emails sent between agents within the support
organisation - is this correct?
 
Adam.
 
 
Adam Knight | Test and Documentation Team Leader | Clearpace | M
+44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com
 
This e-mail and any files attached may contain privileged and/or
confidential information. If you are not the intended recipient please
immediately notify the sender by reply e-mail and delete the message
from your system. You should not copy it or use it for any purpose nor
disclose its contents to any other person.

 
 



From: Adam Knight 
Sent: 05 August 2009 10:41
To: 'otrs@otrs.org'
Subject: Check whether email has been sent/copied to customer


Hi,
 
I have a rule which sets emails from my domain as
X-OTRS-FollowUp-SenderType - agent
What I would like to do is check whether the email has been sent to the
customer. If so then I want to set X-OTRS-FollowUp-ArticleType to
email-external and if only sent to peopel within my domain then I want
to set X-OTRS-FollowUp-ArticleType to email-internal
 
Has anyone successfully achieved a similar setup in OTRS?
 
Regards,

Adam 
 
Adam Knight | Test and Documentation Team Leader | Clearpace | M
+44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com
 
This e-mail and any files attached may contain privileged and/or
confidential information. If you are not the intended recipient please
immediately notify the sender by reply e-mail and delete the message
from your system. You should not copy it or use it for any purpose nor
disclose its contents to any other person.

 
 
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[otrs] Email configuration issues with OTRS

[Michiel Beijen]

Personally, I would always choose to just configure the IMAP mailboxes via
Admin > PostMaster Mailboxes.
If you'd have set up the cron jobs as per the manual, you woulnd't have to
alter those, and also you would not have to bother about fetchmail - OTRS
will retrieve the messages directly from IMAP.

If you would decide to use fetchmail however, the OTRS mailing list is
probably not the best place to ask about configuring fetchmail. Try your
favorite unix/linux forum for that.

Best regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl


On Wed, Aug 5, 2009 at 11:33, rajaa Jlil  wrote:

>  Dear colleague
>
> Could you please help me to configure otrs, I have a trainee who works on
> it but she has difficulties on sending/receiving emails
>
> Mentioned below the procedure of configuring:
>
> She edited this file: /opt/otrs/.fetchmailrc
>
> And type this line:
>
> *Poll DEEXVS03 protocol IMAP user **
> wincor-nixdorf/softwaresupport.ma/softwaresupport...@wincor-nixdorf.com*
> * **password YOURPASSWORD is otrs*
>
> After that, she activated the cronjob for fetchmail. /opt/otrs/var/cron and
> edited the file: fetchmail by adding this line:
>
> #fetch every 5 minutes emails via fetchmail
>
> */5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail –a >> /dev/null
>
> So normally OTRS/fetchmail should fetch the emails every 5 minutes from the
> IMAP/Exchange postbox, but it doesn’t work.
>
> Maybe it’s possible to change somewhere in the source code?
>
> With kindest regards.
>
> Cordialement
>
>
>
> -JLIL Rajaa-
> ESG-Casablanca
> tél : 0665 78 86 49
>
>
>
>
> > Date: Fri, 19 Jun 2009 10:41:19 -0700
> > From: supp...@sjobeck.com
> > To: otrs@otrs.org
> > Subject: [otrs] ITSM module for v.2.4
>
> >
> > Hi, All,
> >
> > I upgraded our 2.3 install, which had the ITSM module installed, to
> > 2.4.0beta3, and now it seems caught in a little bit of a trap between
> > versions. We were just about to start using ITSM 1.2.2 but had not quite
> > yet so this not too big a deal thankfully. I first noticed this
> > situation when checking the "support" module page & it showed me a bunch
> > of errors of files mismatching versions. I see ITSM 1.2.3 out there (FTP
> > site) but it wont install in to this version of beta. I was just
> > curious if any one had a roadmap or a timeline or advice on when & how I
> > can upgrade my way out of this sooner or later. That's all. Thanks so
> > much to the dev's, great stuff, really appreciate it.
> >
> > Jason Sjobeck
> > www.sjobeck.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
> >
> > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> > http://www.otrs.com/en/support/enterprise-subscription/
>
> --
> Avec Windows Live, vous organisez, retouchez et partagez vos 
> photos.
>
> -
> 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/
>
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[otrs] RES: Active Directory Authentication

[Fernando Della Torre]

Hello Guillermo,

I see you are using 3268 as LDAP port, so I suppose you have multiple domains 
on your environment, as we have here.

We're having no pain (at least by now) the way we're working.

We are using the scripts included in OTRS 2.3.4 to import our Active Directory 
Users to the MySQL database, so it gets faster to obtain user data.
I had set up an IAS (Radius) service in our Windows server and we use RADIUS 
authentication on OTRS.

Everything works fine.


Here's the portion of our Config.pm about the RADIUS.

#  #
#  #
#  #
#  AUTHENTICATION SETTINGS - RADIUS STUFF  #
#  #
#  #
#  #

#
#   AGENTS  #
#
# RADIUS
$Self->{'AuthModule'} = 'Kernel::System::Auth::Radius';
$Self->{'AuthModule::Radius::Host'} = '10.0.2.19';
$Self->{'AuthModule::Radius::Password'} = 'radiuskeyhere';
$Self->{'AuthModule::Radius::Die'} = 1;

#
#   CUSTOMERS   #
#
# RADIUS
$Self->{'Customer::AuthModule'} = 'Kernel::System::Auth::Radius';
$Self->{'Customer::AuthModule::Radius::Host'} = '10.0.2.19';
$Self->{'Customer::AuthModule::Radius::Password'} = 'radiuskeyhere';
$Self->{'Customer::AuthModule::Radius::Die'} = 1;



Anyway remember you must install OTRS RADIUS support before you get it running.


# perl -MCPAN -e shell
cpan> install Authen::Radius 



Good luck.


Fernando Della Torre




-Mensagem original-
De: otrs-boun...@otrs.org em nome de Guillermo Vargas-DellaCasa
Enviada: qua 5/8/2009 01:06
Para: otrs@otrs.org
Assunto: [otrs] Active Directory Authentication
 
Hello,

I just installed OTRS 2.4.2-01 on Fedora 10.

I have successfully enabled Agent authentication with Active Directory
via LDAP module on otrs. Users' LDAP backend seems to be working too, as
I can search for users in otrs and otrs finds them from Active
Directory. However, User authentication with AD does not work.

The following comes up on the logs when a user tries to login:

[Error][Kernel::System::User::UserLookup][Line:680]: No UserID found for
'jsmith'!

Capturing traffic while a user login shows otrs makes a successful bind
to AD, but then no query is executed. It just unbind.

Here is the Users LDAP backend configuration on Config.pm


# Customer Info from LDAP:

$Self->{CustomerUser} = {
Name => 'Active Directory',
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
  Host => 'dc.domain.net',
  BaseDN => 'dc=domain,dc=net',
  SSCOPE => 'sub',
  UserDN => 'adbrowse',
  UserPw => 'mypassword',
},
CustomerKey => 'sAMAccountName',
CustomerID => 'mail',
CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
Map => [
  # note: Login, Email and CustomerID needed!
  # var, frontend, storage, shown, required, storage-type
  # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
  [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
  [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
  [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
  [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
  [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
  # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
  # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
  # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
 ],
};


# Customer Authentication against LDAP #


$Self->{'Customer::AuthModule'} =
'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = 'dc.domain.net';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain, dc=net';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'adbrowse';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'mypassword';
$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '';
$Self->{

[otrs] locked ticket to System OTRS

[Gator SLP]

Hello all,

just joined the group and hope you can help me out.

I am admin for our OTRS but seem unable to do anything with a ticket that a
user accidentally changed owner to blank.  Due to her changing owner to
blank, it is now assigned to "n/a (System OTRS)".

I can't move it to spam, close it, do anything to it.  Always says im not
owner and so cant take this action.  She can also not touch it, same error
about not being owner.  I assume you can't login as system otrs user so
unsure what to do.

all i want is to either close or remove this ticket.

any help much appreciated.

Neil
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[otrs] Check whether email has been sent/copied to customer

[Adam Knight]

Hi,
 
I have a rule which sets emails from my domain as
X-OTRS-FollowUp-SenderType - agent
What I would like to do is check whether the email has been sent to the
customer. If so then I want to set X-OTRS-FollowUp-ArticleType to
email-external and if only sent to peopel within my domain then I want
to set X-OTRS-FollowUp-ArticleType to email-internal
 
Has anyone successfully achieved a similar setup in OTRS?
 
Regards,

Adam 
 
Adam Knight | Test and Documentation Team Leader | Clearpace | M
+44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com
 
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Re: [otrs] ITSM module for v.2.4

[rajaa Jlil]

Dear colleague
Could you please help me to configure otrs, I have a trainee who works on it 
but she has difficulties on sending/receiving emails 
Mentioned below the procedure of configuring:
She edited this file: /opt/otrs/.fetchmailrc
And type this line:
Poll DEEXVS03 protocol IMAP user 
wincor-nixdorf/softwaresupport.ma/softwaresupport...@wincor-nixdorf.com 
password YOURPASSWORD is otrs
After that, she activated the cronjob for fetchmail. /opt/otrs/var/cron and 
edited the file: fetchmail by adding this line:
#fetch every 5 minutes emails via fetchmail
*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail –a >> /dev/null
So normally OTRS/fetchmail should fetch the emails every 5 minutes from the 
IMAP/Exchange postbox, but it doesn’t work.
Maybe it’s possible to change somewhere in the source code?
With kindest regards.


Cordialement
 
-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49



 

> Date: Fri, 19 Jun 2009 10:41:19 -0700
> From: supp...@sjobeck.com
> To: otrs@otrs.org
> Subject: [otrs] ITSM module for v.2.4
> 
> Hi, All,
> 
> I upgraded our 2.3 install, which had the ITSM module installed, to
> 2.4.0beta3, and now it seems caught in a little bit of a trap between
> versions. We were just about to start using ITSM 1.2.2 but had not quite
> yet so this not too big a deal thankfully. I first noticed this
> situation when checking the "support" module page & it showed me a bunch
> of errors of files mismatching versions. I see ITSM 1.2.3 out there (FTP
> site) but it wont install in to this version of beta. I was just
> curious if any one had a roadmap or a timeline or advice on when & how I
> can upgrade my way out of this sooner or later. That's all. Thanks so
> much to the dev's, great stuff, really appreciate it. 
> 
> Jason Sjobeck
> www.sjobeck.com
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Re: [otrs] hiding freetext field

[rajaa Jlil]

Dear colleague
Could you please help me to configure otrs, I have a trainee who works on it 
but she has difficulties on sending/receiving emails 
Mentioned below the procedure of configuring:
She edited this file: /opt/otrs/.fetchmailrc
And type this line:
Poll DEEXVS03 protocol IMAP user 
wincor-nixdorf/softwaresupport.ma/softwaresupport...@wincor-nixdorf.com 
password YOURPASSWORD is otrs
After that, she activated the cronjob for fetchmail. /opt/otrs/var/cron and 
edited the file: fetchmail by adding this line:
#fetch every 5 minutes emails via fetchmail
*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail –a >> /dev/null
So normally OTRS/fetchmail should fetch the emails every 5 minutes from the 
IMAP/Exchange postbox, but it doesn’t work.
Maybe it’s possible to change somewhere in the source code?
With kindest regards.


Cordialement
 
-JLIL Rajaa-
ESG-Casablanca
tél : 0665 78 86 49



 

> Date: Fri, 19 Jun 2009 11:24:11 -0400
> From: james.b...@dornc.com
> To: otrs@otrs.org
> Subject: [otrs] hiding freetext field
> 
> Hello all. 
> 
> I am running OTRS ITSM 1.2.3. I have created several freetext fields for 
> special requirements not provided OOB. One of these fields is to be used by 
> only a select few Agents. Can anyone help with how to hide that field from 
> everyone who is not authorized to populate it?
> 
> Best regards,
> 
> Jim
> ITIL Process Manager
> NCDOR
> 919-715-4932
> james.b...@dornc.com
> 
> 
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Avec Windows Live, vous organisez, retouchez et partagez vos photos.
http://www.microsoft.com/northafrica/windows/windowslive/products/photo-gallery-edit.aspx-
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Archive: http://lists.otrs.org/pipermail/otrs
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