[otrs] Master Ticket Documentation
I posted about this need a few months ago, was hoping that maybe 2.4.4 is the great white hope. http://lists.otrs.org/pipermail/otrs/2009-February/025597.html I finally gave up on the script and did them manually, because the API was too confusing. I simply need to email 21 people the same email and open 21 tickets. They can all be immediately closed, but I need to basically open the same ticket 21 times. But I only want to do this once. Can OTRS do it in the web interface? Easily? Am I still stuck writing a script that accesses the API in order to do this? --- Peter Beckman Internet Guy beck...@angryox.com http://www.angryox.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/
Re: [otrs] 2.4.4 and ff 3.0.x
If anyone is still having troubles with this after a restart of FF, do this: Firefox Preferences Advanced Network Offline Storage Clear Now This was on a Mac OSX box for me, after two or three restarts, on FF 3.5.2. Was annoying enough that I thought I would add to the email archives. Beckman --- Peter Beckman Internet Guy beck...@angryox.com http://www.angryox.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/
Re: [otrs] ANYONE???? Re: customer ldap auth not working
Belowe U geve to you a working configuration. Serwer names and password
ware changed.
I do not belive it will be any help to you unfortunatly becouse you
still have to change most of it.
My advice is to first try to do the AuthModule alone create agents and
test if they can login then try the customers as there is more
configuration.
Good luck
Adam
Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'ldap_serwer.example.com';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com';
$Self-{'AuthModule::LDAP::UID'} = 'mail';
$Self-{'AuthModule::LDAP::SearchUserDN'} =
'cn=ldap_user,dc=example,dc=com';
$Self-{'AuthModule::LDAP::SearchUserPw'} = '*';
$Self-{'AuthModule::LDAP::AlwaysFilter'} = '(Group=*)';
$Self-{'AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
$Self-{Customer::AuthModule} =
'Kernel::System::CustomerAuth::LDAP';
$Self-{Customer::AuthModule::LDAP::Host} =
'ldap_serwer.example.com';
$Self-{Customer::AuthModule::LDAP::BaseDN} = 'dc=example,dc=com';
$Self-{Customer::AuthModule::LDAP::UID} = 'mail';
$Self-{Customer::AuthModule::LDAP::SearchUserDN} =
'cn=ldap_user,dc=,dc=edu,dc=pl';
$Self-{Customer::AuthModule::LDAP::SearchUserPw} = '';
$Self-{Customer::AuthModule::LDAP::Params} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
$Self-{CustomerUser} = {
Name = 'LDAP Backend',
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = 'ldap_serwer.example.com',
BaseDN = 'dc=example,dc=com',
SSCOPE = 'sub',
UserDN = 'cn=ldap_user,dc=example,dc=com',
UserPw = '',
AlwaysFilter = '',
SourceCharset = 'utf-8',
DestCharset = 'iso-8859-2',
Params = {
port = 389,
timeout = 120,
async = 0,
version = 3,
},
},
CustomerKey = 'mail',
CustomerID = 'mail',
CustomerUserListFields = ['cn', 'mail'],
CustomerUserSearchFields = ['cn', 'mail'],
CustomerUserSearchPrefix = '*',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 20,
CustomerUserPostMasterSearchFields = ['mail'],
CustomerUserNameFields = ['givenname', 'sn'],
AdminSetPreferences = 0,
Map = [
[ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1,
'var', '', 0],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'mail', 1, 1, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var',
'', 0 ],
[ 'UserCustomerIDs', 'CustomerIDs', 'Pesel', 1, 0,
'var', '',0 ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var',
'', 0 ],
[ 'UserAddress', 'Address', 'postaladdress', 1, 0,
'var', '', 0 ],
[ 'UserComment', 'Comment', 'description', 1, 0, 'var',
'', 0 ],
],
};
$Self-{UserSyncLDAPMap} = {
Firstname = 'Pesel',
Firstname = 'givenName',
Lastname = 'sn',
Email = 'mail',
};
-
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Re: [otrs] Why are the Services and SLA lists empty when a New Telephone or E-mail ticket is created ?
Hi Augustin, You should map services to customer users via the admin interface. You could also define 'default' services for your customers here. HTH -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany)http://www.otrs.com/en/news-and-press/news-details/article/translate-to-english-otrs-at-the-13th-iir-service-desk-forum-2009/?tx_ttnews%5BbackPid%5D=51cHash=ef91fa143eand get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! On Thu, Oct 8, 2009 at 6:57 PM, Agustin de Landa Gil adela...@inmagusa.comwrote: Hi I have installed the OTRS System to test it. I have created services and SLA’s without any problem, but when I try to create a ticket the lists of both are empty. Is there a configuration I am missing? Thanks, Agustín. - 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] Can't seem to close a ticket
Hi Sara, How have you configured your close notification? I don't understand why the close notification would go to the queue email address. -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany)http://www.otrs.com/en/news-and-press/news-details/article/translate-to-english-otrs-at-the-13th-iir-service-desk-forum-2009/?tx_ttnews%5BbackPid%5D=51cHash=ef91fa143eand get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! On Fri, Oct 9, 2009 at 12:33 AM, Sarah Baker sba...@mspot.com wrote: That isn’t exactly related to this problem. It’s generated automatically on the ticket close screen. If the new ticket was created in Email-Ticket, It has a ‘From:’ of the queue mailing list. The state notification of the close itself causes it to reopen, Not a cc. I’m not all that sure that doing a reject on followup will help – the reject notice might open A ‘new ticket’. Ie- -- From: mSpot Help Desk helpd...@mspot.com To: mSpot Help Desk helpd...@mspot.com Subject: Re: [Ticket#200909301062] New State closed successful! … Phone-ticket always puts a customer in From: and queue in To: so it’s not an issue with that feature. Although - I have a related question on how to take a phone ticket when the customer doesn’t want to give you an email address. Put in a false one? I did figure out how to close it. I changed the customer to myself and then closed it. However I would have expected that a queue that receives mail apparently sent from itself Would be smart enough to ignore it and avoid the loop. -Sarah *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *LQ Marshall *Sent:* Thursday, October 08, 2009 1:59 PM *To:* 'User questions and discussions about OTRS.' *Subject:* Re: [otrs] Can't seem to close a ticket If your queue configuration allows a user to reopen a closed ticket and you send or cc a copy of the message to the closed ticket it will re-open the ticket when you close it. Two solutions... (1) Don't allow closed tickets to be re-opened, (2) no cc/b'cc the queue. -- *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Sarah Baker *Sent:* Thursday, October 08, 2009 4:52 PM *To:* User questions and discussions about OTRS. *Subject:* [otrs] Can't seem to close a ticket OTRS v2.3.2. I have a ticket, created by using the ‘Email-Ticket’ to Compose Email/ new ticket. Addressed from a specific queue to keep track of it. Now I cannot close it. The close generates mail that is sent to the email address of the queue and opens it again. How can I close it and how can I avoid this state in the future? Is there some misconfiguration issue? This doesn’t seem to happen in the Phone-Ticket. - Sarah Baker Dir of Ops, mSpot Inc. 650-321-7000 - 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] Using OTRS as a requester
Hi Mohamed-Amine, Yes, there are configuration options for this. But you'd have to enable them, they are not on by default. Just take a look at Sysconfig: Ticket Core::Postmaster. Here you'll find the options PostmasterFollowUpSearchInReferences , SearchInBody and a few others as well. If you'd enable those, and OTRS does not find a viable ticket number in the subject, it will look and see if they can be found in other parts of the message. HTH, -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany)http://www.otrs.com/en/news-and-press/news-details/article/translate-to-english-otrs-at-the-13th-iir-service-desk-forum-2009/?tx_ttnews%5BbackPid%5D=51cHash=ef91fa143eand get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! On Thu, Oct 8, 2009 at 6:38 PM, Mohamed-Amine Kadimi gnu.li...@hotmail.comwrote: 4acddb75.5090...@amu.edu.pl Content-Type: text/plain; charset=windows-1256 Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Yes, you're right but i forgot to mention that our providers often change the subject of the tickets. In this case the question is: is there any way to keep the discussion consistent even if the provider removes the ticket number from the subject? Date: Thu, 8 Oct 2009 14:30:45 +0200 From: a...@amu.edu.pl To: otrs@otrs.org Subject: Re: [otrs] Using OTRS as a requester I think this is quite simple. All you have to do is create ticket in OTRS and forward it to the outside company. They will create there own ticket but everytime they replay the response will go to a proper ticket as a fallowup (as long as the subject has the Ticket#...) That way few techicians can track the replays from outside. Hope it helps Adam Mohamed-Amine Kadimi pisze: Hi all, We are already using OTRS to handle our clients requests. We occasionnaly have to contact our providers support services and they open tickets for us using their ticket tracking systems. What we need is to be able to handle tickets by more than one technician of our company and also we need to have traceability and statistics. AFAIK OTRS is only intented to handle client requests, would it be possible to use it in the other sense to handle request we send to our providers? otherwise what solution would you advise? Many thanks _ Windows Live: Keep your friends up to date with what you do online. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/social-network-basics.aspx?ocid=PID23461::T:WLMTAGL:ON:WL:en-xm:SI_SB_1:092010 - 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/ _ Keep your friends updated—even when you’re not signed in. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/social-network-basics.aspx?ocid=PID23461::T:WLMTAGL:ON:WL:en-xm:SI_SB_5:092010 - 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] Master Ticket Documentation
Hi Peter, Have you read the thread called 'enable Master/Slave ticket feature' from this week? and also the youtube vid: http://www.youtube.com/watch?v=zkc_qTCSloo You should still create 21 tickets of course, but they can be created very fast and linked to the master ticket. You can send out emails and close the child tickets from the master. If you'd want to create tickets even faster, you could look into using Ticket Templates: http://www.jbothe.de/blog/?p=130 HTH. -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany)http://www.otrs.com/en/news-and-press/news-details/article/translate-to-english-otrs-at-the-13th-iir-service-desk-forum-2009/?tx_ttnews%5BbackPid%5D=51cHash=ef91fa143eand get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! On Fri, Oct 9, 2009 at 8:59 AM, Peter Beckman beck...@angryox.com wrote: I posted about this need a few months ago, was hoping that maybe 2.4.4 is the great white hope. http://lists.otrs.org/pipermail/otrs/2009-February/025597.html I finally gave up on the script and did them manually, because the API was too confusing. I simply need to email 21 people the same email and open 21 tickets. They can all be immediately closed, but I need to basically open the same ticket 21 times. But I only want to do this once. Can OTRS do it in the web interface? Easily? Am I still stuck writing a script that accesses the API in order to do this? --- Peter Beckman Internet Guy beck...@angryox.com http://www.angryox.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/ - 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] Having predefined subject themes
I found a way to have these combo on the phone ticket via sysconfig and by search of AgentTicketPhone ... Now the agent can choose the freefield during the initial input but what I want to propose only the combo related to a department and not all predefined subjects of all departments ... By the way is there a way to put a sender by default ? (most of the time, customers wont be in the data base so I created a phone customer that will be used for these cases) MANY THANKS IN ADVANCE (I know it's Friday but ... :) Philippe Martignier Communications Division Customer Service Section Email : philippe.martign...@wipo.intmailto:philippe.martign...@wipo.int Phone : 00 41 022 338 72 36 Building : GB I Office : 2,4 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. - 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] Having predefined subject themes
Hehe I find the availability of the type for tickets ... but unfortunately it is a global parameter (I need that but by departments ... as each departments has his own predefined subject) So for now the solution free fields is better (one combo for service1, one other for service2 and so on ...) From: Martignier, Philippe Sent: vendredi, 9. octobre 2009 14:27 To: 'otrs@otrs.org' Subject: re:Having predefined subject themes I found a way to have these combo on the phone ticket via sysconfig and by search of AgentTicketPhone ... Now the agent can choose the freefield during the initial input but what I want to propose only the combo related to a department and not all predefined subjects of all departments ... By the way is there a way to put a sender by default ? (most of the time, customers wont be in the data base so I created a phone customer that will be used for these cases) MANY THANKS IN ADVANCE (I know it's Friday but ... :) Philippe Martignier Communications Division Customer Service Section Email : philippe.martign...@wipo.intmailto:philippe.martign...@wipo.int Phone : 00 41 022 338 72 36 Building : GB I Office : 2,4 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. - 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] Free text i ticket menu
Hi, I am trying to set up FreeText in ticket menu. This is for master/slave functionality but alone FreeText does no work. In sysconfig: Ticket - Frontend::Agent::Ticket::MenuModule I have selected this opion: Ticket::Frontend::MenuModule###310-FreeText: Module to show free text link in menu. But link does not apear in UI.When I manualy enter a link to FreeText ?Action=AgentTicketFreeTextTicketID= I get the fallowing error. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Oct 9 16:03:54 2009 Message: Module Kernel::Modules::AgentTicketFreeText not registered in Kernel/Config.pm! Traceback (13212): Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 684 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 I do no seen in examples or documentatin what to put in the Config.pm I have tryied to put something to Config/Files/ZZZAAuto.pm but no luck Can sombody help? Regards Adam - 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] Change the order of the Tickets in the dashboard 2.4
Hi, I am pretty new to the dashboard and would like to change the shown tickets in the dashboard. But just the ordering, so it shows the oldest tickets and not the newest, cause the older ones are important and need to be answered quicker. I searched in the Options for Frontend:Dashborad but I am not sure how to change that exactly. Can somebody help me with this one? Probably just a change in the SQL Query adding a DESC somewhere. Thanks Ben - 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] Install issues...
Hello all... I have been hoping I wouldnt have to post here, but alas, after a wek, I feel I must. I am stuck... Here's my situation: - CentOS 4 - Apache/2.0.52 - Perl: v5.8.8 - Installed OTRS: otrs-2.4.4-01.noarch.rpm - Created the OTS user, and the database manually following the directions in the Database readme. I verified that all of my perl mods are installed (even the optional ones). I ran the set perms script. When I go to my web server's installer.pl, I get the following error: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, r...@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. When I go to /otrs/index.pl, I get the same thing. What can I do to start troubleshooting this? Thanks, John - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Install issues...
What does the apache log say? Its probably in the /var/log/ directory. Have you configured apache to be able to use perl files? (I think you need the mod_perl module set up http://perl.apache.org/docs/2.0/user/index.html ) Rory -- Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/10/9 john espiro john_esp...@yahoo.com: Hello all... I have been hoping I wouldnt have to post here, but alas, after a wek, I feel I must. I am stuck... Here's my situation: - CentOS 4 - Apache/2.0.52 - Perl: v5.8.8 - Installed OTRS: otrs-2.4.4-01.noarch.rpm - Created the OTS user, and the database manually following the directions in the Database readme. I verified that all of my perl mods are installed (even the optional ones). I ran the set perms script. When I go to my web server's installer.pl, I get the following error: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, r...@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. When I go to /otrs/index.pl, I get the same thing. What can I do to start troubleshooting this? Thanks, John - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 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] Master Ticket Documentation
Michiel Beijen wrote: Have you read the thread called 'enable Master/Slave ticket feature' from this week? and also the youtube vid: http://www.youtube.com/watch?v=zkc_qTCSloo Just did now. While creating a Master seems easy, the process to make a Master after the fact is pretty convoluted! The video did help me understand the purpose. You should still create 21 tickets of course, but they can be created very fast and linked to the master ticket. You can send out emails and close the child tickets from the master. If you'd want to create tickets even faster, you could look into using Ticket Templates: http://www.jbothe.de/blog/?p=130 Since I don't read German, I had to use Google Translate, and to be perfectly honest, I have no clue what his Blog Entry is attempting to explain. I _THINK_ what he's adding is some buttons at the top of the page that set a few of the page variables so that you don't have to fill that in each time for a commonly recurring ticket response. I see the value in that. Still, this seems to be the recommended course of action: 1. Create a Master Ticket 2. Create 21 Slave Tickets (Phone?) 3. Send an email to the Master Ticket and close it. That definitely helps the situation compared to 2.3.x. But I still have a problem with Create 21 Slave Tickets. That's something I have to do 21 times. I have a customer database linked into OTRS, I'd like to simply provide a comma delimited list of either userIDs or email addresses, and have OTRS create a new ticket for each one. I know this can be accomplished with the API, but for this instance, creating 21 tickets seems easier than trying to learn the API and create a script. However, when 21 tickets turns into 200 or 500, ouch. I'm still shocked there is no easy way to use OTRS to proactively communicate with a bulk set of customers. Looking at the API, how would I use Kernel::System::Ticket-TicketCreate to create tickets that are associated with a Master ticket? My guess: $TicketObject-TicketFreeTextSet( Counter = 1, # Or should this be 12 as in the video? Key = 'Slave', Value= '12481', # Ticket Number of the master TicketID = '12482', # Ticket Number of the slave UserID = 123, # Is this a Kernel::System::User or a Kernel::System::CustomerUser? ); So maybe I can write something that, once I create the Master ticket, I can write a short snippet that creates the tickets and then associates them with the Master Ticket. Beckman --- Peter Beckman Internet Guy beck...@angryox.com http://www.angryox.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/
Re: [otrs] v2.3.2 leading spaces in ticket field are not ignored.
On Tue, 6 Oct 2009, Sarah Baker wrote: OTRS V2.3.2 I'm not sure if this is true in all locations that you enter a ticket number, but I'm always annoyed when I try and merge two tickets, copy the ticket number from another window and paste it in to the merge ticket request window (invariably with leading spaces) and then have it say permission denied simply because there were leading spaces in the ticket number. It took me a bit to figure out that the error message had nothing to do with permissions of the ticket I was trying to merge, but an permissions on a ticket with spaces in it. Does 2.4 improve on this behavior? No. --- Peter Beckman Internet Guy beck...@angryox.com http://www.angryox.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/- 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] Notification (Event) not working...
Dear All, I had upgraded from 2.3.3 to 2.4.4, and the close ticket mail to customer stopped work. I'd try to configure the Notification (Event) on success close and on unsuccessful close, but without success. The rest of the mail events are ok (New Ticket p.ex.). Do you know if there are some bug, or if I need some aditional configuration ? Thanks in Advance Regards Pedro _ Windows Live Hotmail: Your friends can get your Facebook updates, right from Hotmail®. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/social-network-basics.aspx?ocid=PID23461::T:WLMTAGL:ON:WL:en-xm:SI_SB_4:092009- 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] Notification (Event) not working...
Pedro, It seems to be a know bug (#4257). You have to download http://source.otrs.org/viewvc.cgi/otrs/Kernel/System/Ticket.pm?revision=1.416view=markup and chage the one presents in .../Kernel/System Let me know. MV On Fri, Oct 9, 2009 at 8:23 PM, P Roq p_...@hotmail.com wrote: Dear All, I had upgraded from 2.3.3 to 2.4.4, and the close ticket mail to customer stopped work. I'd try to configure the Notification (Event) on success close and on unsuccessful close, but without success. The rest of the mail events are ok (New Ticket p.ex.). Do you know if there are some bug, or if I need some aditional configuration ? Thanks in Advance Regards Pedro -- Windows Live Hotmail: Your friends can get your Facebook updates, right from Hotmail®.http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/social-network-basics.aspx?ocid=PID23461::T:WLMTAGL:ON:WL:en-xm:SI_SB_4:092009 - 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] Master Ticket Documentation
So I've worked some on a bulk script. The tickets are being created, and
I'm even successfully associating the tickets to the Master!
Unfortunately, I'm missing something. I sent an email to the Master
ticket, and no emails went out to the other Slave Tickets.
In the Web UI, the Master Ticket shows MasterTicket: Master and shows 3
linked children, as expected. Looking at one of the slaves, it shows
MasterTicket: Slave and Linked Parent to the correct Master.
Free Fields correctly displays MasterTicket: Slave, and Link shows
correctly linked Parent.
Additionally, the correct Customer Info was displayed for the ticket, and
the fake Phone Article I created had the correct email for the customer.
Please note, this is using a config-based external Customer Database. I'm
not sure if that has something to do with this, but I assume not.
Here's the history for one of Slave Tickets after an email was sent to the
Master Ticket:
10/09/2009 14:55:39 NewTicket New Ticket [102082813683] created (Q=Raw;P=3 normal;S=new).
10/09/2009 14:55:39 CustomerUpdate Updated: CustomerID=;customeruser=x...@;
10/09/2009 14:55:39 EmailCustomer Created by BulkTicket Script
10/09/2009 14:55:39 TicketFreeTextUpdateUpdated: FreeKey12=MasterTicket;FreeText12=Slave;
10/09/2009 14:55:39 TicketLinkAdd Added link to ticket 103395832887.
10/09/2009 14:57:13 MiscMasterTicket: no customer email found, send no master message to customer.
10/09/2009 14:57:13 StateUpdate Old: new New: closed successful
I see the problem, no customer email found, but where am I not setting
that? The %User object returns the customers email as UserID, and that is
used in both the Ticket and Article creation.
Any API hackers want to help? The documentation is pretty sparse when it
comes to listing and explaining all possible values for Ticket Creation.
Even LinkAdd() didn't mention Direction nor why it was excluded, if
indeed that was on purpose.
The code:
===
#!/usr/bin/perl -w
# --
# otrs.bulkSlaveTicketCreate
#
# Quickly Create multiple Slave tickets associated with a Master ticket
#
# Written by Peter Beckman beckman at angryox dot com
# October 9, 2009
# --
# License: Creative Commons Attribution-Share Alike 3.0 United States License
# More Info: http://creativecommons.org/licenses/by-sa/3.0/us/
# This software comes with ABSOLUTELY NO WARRANTY.
# --
use File::Basename;
use FindBin qw($RealBin);
use lib dirname($RealBin);
use lib dirname($RealBin)./Kernel/cpan-lib;
use Data::Dumper;
use Kernel::Config;
use Kernel::System::Encode;
use Kernel::System::Log;
use Kernel::System::Time;
use Kernel::System::Main;
use Kernel::System::DB;
use Kernel::System::Ticket;
use Kernel::System::CustomerUser;
use Kernel::System::User;
my $ConfigObject = Kernel::Config-new();
my $EncodeObject = Kernel::System::Encode-new(
ConfigObject = $ConfigObject,
);
my $LogObject = Kernel::System::Log-new(
ConfigObject = $ConfigObject,
EncodeObject = $EncodeObject,
);
my $TimeObject= Kernel::System::Time-new(
LogObject = $LogObject,
ConfigObject = $ConfigObject,
);
my $MainObject = Kernel::System::Main-new(
LogObject = $LogObject,
EncodeObject = $EncodeObject,
ConfigObject = $ConfigObject,
);
my $DBObject = Kernel::System::DB-new(
ConfigObject = $ConfigObject,
EncodeObject = $EncodeObject,
MainObject = $MainObject,
LogObject = $LogObject,
);
my $UserObject = Kernel::System::User-new(
ConfigObject = $ConfigObject,
LogObject= $LogObject,
MainObject = $MainObject,
TimeObject = $TimeObject,
DBObject = $DBObject,
EncodeObject = $EncodeObject,
);
my $CustomerUserObject = Kernel::System::CustomerUser-new(
ConfigObject = $ConfigObject,
LogObject = $LogObject,
DBObject = $DBObject,
MainObject = $MainObject,
EncodeObject = $EncodeObject,
UserObject = $UserObject,
);
my $TicketObject = Kernel::System::Ticket-new(
ConfigObject = $ConfigObject,
LogObject = $LogObject,
DBObject = $DBObject,
MainObject = $MainObject,
TimeObject = $TimeObject,
EncodeObject = $EncodeObject,
CustomerUserObject = $CustomerUserObject,
UserObject = $UserObject,
);
my $LinkObject = Kernel::System::LinkObject-new(
ConfigObject = $ConfigObject,
LogObject= $LogObject,
DBObject = $DBObject,
TimeObject = $TimeObject,
MainObject = $MainObject,
EncodeObject = $EncodeObject,
UserObject = $UserObject,
);
print Enter Customer emails or IDs, separated by a comma.\n;
my $userlist = promptUser(Customer Emails/IDs);
$userlist =~ s/\s+//g;
my @users = split(/,/, $userlist);
my @usergroup;
foreach(@users) {
my %List = $CustomerUserObject-CustomerSearch(
Search = *$_*
);
if (!%List) {
print Could not find
Re: [otrs] Install issues...
Please post the details from ur apache log. For a start, have you restart apache and mysql services? On 10/9/09, john espiro john_esp...@yahoo.com wrote: Hello all... I have been hoping I wouldnt have to post here, but alas, after a wek, I feel I must. I am stuck... Here's my situation: - CentOS 4 - Apache/2.0.52 - Perl: v5.8.8 - Installed OTRS: otrs-2.4.4-01.noarch.rpm - Created the OTS user, and the database manually following the directions in the Database readme. I verified that all of my perl mods are installed (even the optional ones). I ran the set perms script. When I go to my web server's installer.pl, I get the following error: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, r...@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. When I go to /otrs/index.pl, I get the same thing. What can I do to start troubleshooting this? Thanks, John -- Sent from my mobile device - 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-de] [Installation ITSM] Error converting characters into server's character set.
Hallo und guten Tag, ich versuche auf einer frischen OTRS 2.4.4. Installation das ITSM 1.3.1 zu installieren. Jedoch scheitert es schon beim ITSM-Core mit folgender Fehlermeldung: Fehler: [unixODBC][FreeTDS][SQL Server]Error converting characters into server's charact[..] Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Oct 8 10:24:56 2009 Message: [unixODBC][FreeTDS][SQL Server]Error converting characters into server's character set. Some character(s) could not be converted (SQL-HY000) [err was 1 now 1] [state was HY000 now 42000] [unixODBC][FreeTDS][SQL Server]Der eingehende Datenstrom des TDS-Protokolls (Tabular Data Stream) ist nicht richtig. Der Datenstrom endete unerwartet. (SQL-42000), SQL: 'INSERT INTO package_repository (name, version, vendor, filename, content_size, content_type, content, install_status, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, '213', 'text/xml', ?, 'not installed', current_timestamp, 1, current_timestamp, 1)' Traceback (22373): Module: Kernel::System::Package::RepositoryAdd (v1.106) Line: 280 Module: Kernel::System::Package::PackageInstall (v1.106) Line: 405 Module: Kernel::Modules::AdminPackageManager::_InstallHandling (v1.81) Line: 1392 Module: Kernel::Modules::AdminPackageManager::Run (v1.81) Line: 995 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 Hat jemand eine Idee woran es scheitert? Default-Char ist auf 'utf-8' gesetzt und auch die Datenbank selbst hat als Charset 'utf-8'. Also sollte es hier keine Konvertierungsprobleme geben. Vielen Dank im Voraus und freundliche Grüße, Sebastian - 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/
