Re: [otrs] Notification, Notification(Event), Vs Autoreponse

[Michael Mayaka]

Hi All,
The issue of notifications has now been fully solved by patching up to 2.4.5! 
Everything's running perfectly now. Thanks!

 Michael 



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Re: [otrs] Queue responses not working.

[Michael Mayaka]

Hi, 
Have you tried using Autoresponse<>Queue Feature?..works better

 Michael


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[otrs] otrs-2.4.5-win-installer-2.1.1.exe can not support mod_perl

[Jeffery Chen Fan]

otrs-2.4.5-win-installer-2.1.1.exe can not support mod_perl, need to repack
the pack

-- 
Jeffery
___
/\__\ "What is the world coming to?"
\/__/
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Re: [otrs] enable Master/Slave Ticket Feature

[Rodney McDuff]

Hi Shawn

Shawn Beasley wrote:
> This is enabled as a standard feature. Can you put a screenshot
> somewhere to depict what you are talking about exactly. Here is a
> standard installation.
I'm running OTRS 2.4.4/ITSM 1.3.1. I was following the Master/Slave
youtube video as I am interested in making an initial service request
email ticket into a master ticket and then splitting it into different
queues whoses agents complete the various aspects of provisioning the
service.

In the video you need to use the functionality of the "Free Fields" link
exactly as you have depicted in the screencast you provided. However I
have no such link.

http://www.screencast.com/t/WGmCHDG8wXRu



>
> http://screencast.com/t/L2f4EspMvb
>
> On Oct 20, 2009, at 6:09 AM, Rodney McDuff wrote:
>
>> How do you get the "Free Fields" link in the Ticket Zoom window?
>>
>> Shawn Beasley wrote:
>>> Hi,
>>>
>>> http://www.youtube.com/watch?v=zkc_qTCSloo
>>>
>>> Video is out
>>>
>>> On 08.10.2009, at 17:16, Shawn Beasley wrote:
>>>
 Hi,

 The feature video will be available on youtube today.

 On 08.10.2009, at 14:26, Adam Bator wrote:

> I can see that you can also link ticket to a master in bulk action.
> Untortunetly it is imposible to set a ticket as a Master once it was
> created.
>
> I am just testing the feature it would be good to have simple
> documentation or video so looking forward to it.


 -- 

 Shawn Beasley
 sh...@otrs.org

 Computers make work that one would  not have without them  go faster!




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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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-- 
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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[otrs] OpenNMS integration

[Wesley Song]

I have loaded the OpenNMS 1.1.0 package into OTRS just fine.  I saw that
there was an update to 1.1.1.  I attempted to upgrade the OpenNMS
package both by hitting upgrade and downloading the opm file and
updating it.  The error is:

 

ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Oct 20 16:46:52 2009

Message: Sorry, can't install package, because module SOAP::Lite v0.1 is
required and not installed!

Traceback (20791): 
   Module: Kernel::System::Package::_CheckModuleRequired (v1.106) Line:
2012
   Module: Kernel::System::Package::PackageUpgrade (v1.106) Line: 584
   Module: Kernel::Modules::AdminPackageManager::_UpgradeHandling
(v1.81) Line: 1476
   Module: Kernel::Modules::AdminPackageManager::Run (v1.81) Line: 689
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819
   Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48

 

I have loaded SOAP::Lite via CPAN as well as the SOAP::DateTime.  Not
sure what else I need to do to this to get it to work.

 

Wesley Song / Sr. Systems Engineer
2150 West 6th Avenue, Suite H
Broomfield, Colorado 80020
Voice: 303-544-  ext. 103
Fax: 303-544-1110

ws...@roomlinx.com

http://www.roomlinx.com  
Stock Symbol: RMLX

 

 

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[otrs] Queue responses not working.

[Hayden Katzenellenbogen]

I have mailed in about this issue a couple of days ago and have not seen
a response. So I am going to try again (I am not trying to flame or
complain).

We have responses created and assigned to various queues. When you click
on a response in the side bar the compose window opens but the response
is not included. If I look at the URL I can see the response should be
there

/otrs/index.pl?Action=AgentTicketCompose&ResponseID=5&TicketID=3499&Arti
cleID=11545

If anyone could shed some light on this one it would be greatly
appreciated.

-H



Hayden Katzenellenbogen
hayd...@nextlevelinternet.com
NextLevel Internet
858-836-0700
www.nextlevelinternet.com

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Re: [otrs] [OTRS] 2.4.4 to 2.4.5 shortest upgrade path..

[Hayden Katzenellenbogen]

I have asked the same question (though mostly to Google) about the best
way to do a minor revision upgrade. I have had nothing but problems when
I try and just copy files from one version to another (Config.pm and zzz
files). Here is the final solution I came up with. It has worked for the
last two minor upgrades 2.4.3 -> 2.4.4 and 2.4.4 -> 2.4.5.

I have otrs installed in /opt. Each version is installed in its own
directory otrs-2.4.3, otrs-2.4.4 etc. I have a symlink from /opt/otrs to
the most recent version.

1. upload the new tarball to /root
2. Stop apache2 and Cron
3. delete the symnlink /opt/otrs
4. copy the current running versions directory to the new version
directory
cp -r /opt/otrs-2.4.4 /opt/otrs/2.4.5
5. unpack the new tarball
cd /opt
tar -zxvf /root/otrs-2.4.5.tar.gz
6. recreate the symlink
cd /opt
ln -s otrs-2.4.5 otrs
7. Update the permission. Make sure to use the full path and not the
symlink.
cd /opt/otrs/bin
./SetPermissions.sh /opt/otrs-2.4.y otrs www-data nogroup
www-data
8. restart apache2 and cron

The last two minor upgrades have been totally painless using the above
method. On my internal wiki I have left a place between steps 7 and 8 to
update the database. I will tackle that beast when the day comes. 

Hope this helps anyone.

-H


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Shawn Beasley
Sent: Tuesday, October 20, 2009 1:59 PM
To: sarper.sari...@gmail.com; User questions and discussions about OTRS.
Subject: Re: [otrs] [OTRS] 2.4.4 to 2.4.5 shortest upgrade path..

Hello,

thanks for your praise, and your comments about the upgrade path. This  
is not always the fastest, or best way, but it is nice to see you  
giving back to our community.

On Oct 20, 2009, at 10:40 PM, Sarper SARIDAL wrote:

> I would like to thank the Otrs team and all the members of the group  
> for responding back.
>
> Today i raised a question about the shortest way of upgrading from  
> 2.4.4 to 2.4.5.
>
> I did it by manually downloading the source code (the zip file of  
> 2.4.5)
>
> Stopping the apache server from services
>





--

Shawn Beasley
sh...@otrs.org

Computers make work that one would  not have without them  go faster!




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Re: [otrs] Sending email in OTRS

[Shawn Beasley]

Hi David,

I encourage you to send a copy of your backup from the Sysconfig to  
the list in such configuration issues. This can be downloaded in the  
web front end and analyzed by most of our community members. It helps  
prevent confusion about configuration issues.


On Oct 20, 2009, at 11:54 PM, Mike Pierce wrote:


David,

I set the settings to use smtp (we’re running exchange), and put the  
name of my mailserver in.  Here’s what I get now:


ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Tue Oct 20  
14:53:32 2009


Message: Can't connect to mail.mydomain.com: Invalid argument!





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Shawn Beasley
sh...@otrs.org

Computers make work that one would  not have without them  go faster!




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Re: [otrs] Sending email in OTRS

[Mike Pierce]

David,

 

I set the settings to use smtp (we're running exchange), and put the
name of my mailserver in.  Here's what I get now:

 

ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Tue Oct 20 14:53:32
2009

Message: Can't connect to mail.mydomain.com: Invalid argument!

Traceback (1620): 
   Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 92
   Module: Kernel::System::Email::Send (v1.64) Line: 683
   Module: Kernel::System::Ticket::Article::ArticleSend (v1.230) Line:
2012
   Module: Kernel::Modules::AgentTicketCompose::Run (v1.80) Line: 414
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819
   Module:
ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi
_2dbin_index_2epl::handler (unknown version) Line: 51
   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

 

 

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Re: [otrs] [OTRS] 2.4.4 to 2.4.5 shortest upgrade path..

[Shawn Beasley]

Hello,

thanks for your praise, and your comments about the upgrade path. This  
is not always the fastest, or best way, but it is nice to see you  
giving back to our community.


On Oct 20, 2009, at 10:40 PM, Sarper SARIDAL wrote:

I would like to thank the Otrs team and all the members of the group  
for responding back.


Today i raised a question about the shortest way of upgrading from  
2.4.4 to 2.4.5.


I did it by manually downloading the source code (the zip file of  
2.4.5)


Stopping the apache server from services







--

Shawn Beasley
sh...@otrs.org

Computers make work that one would  not have without them  go faster!




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[otrs] [OTRS] 2.4.4 to 2.4.5 shortest upgrade path..

[Sarper SARIDAL]

I would like to thank the Otrs team and all the members of the group for
responding back.

Today i raised a question about the shortest way of upgrading from 2.4.4 to
2.4.5.

I did it by manually downloading the source code (the zip file of 2.4.5)

Stopping the apache server from services

getting backup of the otrs\otrs folder only

replace the new files 2.4.5

After that the apache did not start..

What i did was to restore the following files back to where they were :

20.10.2009  23:05  Apache
14.07.2005  02:4616.061 apache-httpd.conf
16.04.2007  15:11   962 apache-httpd.include.conf
01.10.2009  08:59 7.469 apache-perl-startup.pl
01.10.2009  09:01 4.633 Apache.pm
20.10.2009  23:05  Apache2
01.10.2009  08:59 1.410 apache2-httpd-new.include.conf
16.04.2007  15:11 1.249 apache2-httpd.include.conf
01.10.2009  08:59 7.542 apache2-perl-startup.pl

Then started it up.

It worked..  Plus i had the problem of notification events not sent to
customers issue.

That's solved too.

Thanks & Regards

Sarper Saridal
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Re: [otrs] Sending email in OTRS

[David Holder]

Hi Mike,

What have you got configured in

Admin -> Sysconfig -> Core::Sendmail?

Mike Pierce wrote:


Hopefully I'm posting to the right place.bear with me as a noob.

I just installed the latest version of otrs for Windows, running on 
windows 2000 server.  I have successfully configured an Active 
Directory account with an exchange mailbox, and otrs is pulling the 
test mails I've sent via POP3 just fine.  However, I can't sent email 
back out from OTRS.  I have the 'check mx record' option disabled, and 
have also tried it enabled, and pointing to our internal DNS server.  
The POP3 virtual server on our Exchange machine isn't running, but I 
still can get mail into OTRS via POP3.  What am I missing here? 

 

 




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[otrs] Sending email in OTRS

[Mike Pierce]

Hopefully I'm posting to the right place.bear with me as a noob.

I just installed the latest version of otrs for Windows, running on
windows 2000 server.  I have successfully configured an Active Directory
account with an exchange mailbox, and otrs is pulling the test mails
I've sent via POP3 just fine.  However, I can't sent email back out from
OTRS.  I have the 'check mx record' option disabled, and have also tried
it enabled, and pointing to our internal DNS server.  The POP3 virtual
server on our Exchange machine isn't running, but I still can get mail
into OTRS via POP3.  What am I missing here?  

 

 

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Re: [otrs] enable Master/Slave Ticket Feature

[Shawn Beasley]

Hi,

This is enabled as a standard feature. Can you put a screenshot  
somewhere to depict what you are talking about exactly. Here is a  
standard installation.


http://screencast.com/t/L2f4EspMvb

On Oct 20, 2009, at 6:09 AM, Rodney McDuff wrote:


How do you get the "Free Fields" link in the Ticket Zoom window?

Shawn Beasley wrote:

Hi,

http://www.youtube.com/watch?v=zkc_qTCSloo

Video is out

On 08.10.2009, at 17:16, Shawn Beasley wrote:


Hi,

The feature video will be available on youtube today.

On 08.10.2009, at 14:26, Adam Bator wrote:


I can see that you can also link ticket to a master in bulk action.
Untortunetly it is imposible to set a ticket as a Master once it  
was

created.

I am just testing the feature it would be good to have simple
documentation or video so looking forward to it.



--

Shawn Beasley
sh...@otrs.org

Computers make work that one would  not have without them  go  
faster!





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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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[otrs] Radius Authentication & Creation Customer Users db

[Alessandro d'Ambrosio]

Hi,

I've activated in my OTRS Sytem a Radius Authentication for my Customer
Users and It works.

Can I create my Customer Users db getting information by my Radius Server or
have I to create them before in my db?

Is there a method to populate my cutomer users db dinamically when a
customer user log on?

I know that there's a system for Agents throughout LDAP but I didn't find
nothing for Customer Users for Radius.

Thankyou very much.

 

Alessandro 

 

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[otrs] OTRS Image Theme

[Chua Khoon Yong]

hi guys,
 
While customising the frontend for OTRS, i notice that the images is not
related to the theme.  I see the default value is
 
Frontend::ImagePath: 
images/Standard/
 
Can the image path be related to the theme, that means the imagepath is
make up of the theme name like css.
 
I see a theme as make up by css, images, html, js, etc.
 
Many thanks for the wonderful OTRS, making my life easier.
 
 
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Re: [otrs] 2.4.4 to 2.4.5 patch / migrate

[Ralf Hildebrandt]

* Sarper SARIDAL :
> It's sad to hear that for a small patch i have to rebuild the whole thing.

It would be cool if there were point patches from 2.4.n -> 2.4.n+1
in form of a diff

-- 
Ralf Hildebrandt
  Geschäftsbereich IT | Abteilung Netzwerk
  Charité - Universitätsmedizin Berlin
  Campus Benjamin Franklin
  Hindenburgdamm 30 | D-12203 Berlin
  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
  ralf.hildebra...@charite.de | http://www.charite.de

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Re: [otrs] Problem with "Next ticket state"

[MMoj]

lol

There you go. But now you now, next time that you have to restart your
services / reboot your server :D

Mit freundlichen Grüßen / Kind regards
Markus Moj
IT Infrastructure & Services

TimoCom Soft- und Hardware GmbH
In der Steele 2
D-40599 Düsseldorf
Tel: +49 211 88 26 80 14
Fax: +49 211 88 26 70 14
eMail: m...@timocom.com
www.TimoCom.com
Geschäftsführer: Jens Thiermann, Gunther Matzaitis
Amtsgericht Düsseldorf, HRB 34489


   
  From:   Marco Vannini   
   
  To: "User questions and discussions about OTRS." 
   
  Date:   20.10.2009 11:44 
   
  Subject:Re: [otrs] Problem with "Next ticket state"  
   
  Sent by:otrs-boun...@otrs.org
   





so stupid I am ... I did not do a httpd restart... it works.

Sorry and thank you all.

MV

On Tue, Oct 20, 2009 at 10:49 AM,  wrote:


  No I don´t have any problems. My System is running as smooth as
  before. Did you replace the file and made a backup of the original?
  Did you restart your services?

  Mit freundlichen Grüßen / Kind regards
  Markus Moj
  IT Infrastructure & Services

  TimoCom Soft- und Hardware GmbH
  In der Steele 2
  D-40599 Düsseldorf
  Tel: +49 211 88 26 80 14
  Fax: +49 211 88 26 70 14
  eMail: m...@timocom.com
  www.TimoCom.com
  Geschäftsführer: Jens Thiermann, Gunther Matzaitis
  Amtsgericht Düsseldorf, HRB 34489

  Inactive hide details for Marco Vannini ---20.10.2009
  10:45:05---sorry to boring and spam but with the new file I get:
  ModificaMarco Vannini ---20.10.2009 10:45:05---sorry to boring and
  spam but with the new file I get: Modification of non-creatable hash
  value attem



   
   
 From:   Marco Vannini
   
   
 To: "User questions and discussions about OTRS." <
 otrs@otrs.org>
   
   
 Date:   20.10.2009 10:45  
   
   
 Subject:Re: [otrs] Problem with "Next ticket state"   
   
   
 Sent by:otrs-boun...@otrs.org 
   





  sorry to boring and spam but with the new file I get:
  Modification of non-creatable hash value attempted, subscript
  "Kernel/Modules/AgentTicketCompose.pm"
  at /opt/otrs//Kernel/System/Main.pm line 154.

  Markus, do you have the same problem ?


  On Tue, Oct 20, 2009 at 10:35 AM, Marco Vannini <
  marco.vann...@gmail.com> wrote:
  yes sorry, I have to confirm that it's a my proxy problem
  again...


  On Tue, Oct 20, 2009 at 10:19 AM, Marco Vannini <
  marco.vann...@gmail.com> wrote:
  Unfortunately not but it could be yet a f...
  proxy problem...


  On Tue, Oct 20, 2009 at 10:14 AM, Martin
  Edenhofer  wrote:
  Is it working if you try it
  again?

   -Martin

  On 20.10.2009, at 09:53, Marco
  Vannini wrote:
  Hi all,

  I get

  co: output error: Bad
  file descriptor


  co aborted


  Trying to download

Re: [otrs] Problem with "Next ticket state"

[Marco Vannini]

so stupid I am ... I did not do a httpd restart... it works.
Sorry and thank you all.

MV

On Tue, Oct 20, 2009 at 10:49 AM,  wrote:

> No I don´t have any problems. My System is running as smooth as before. Did
> you replace the file and made a backup of the original? Did you restart your
> services?
>
> Mit freundlichen Grüßen / Kind regards
> Markus Moj
> IT Infrastructure & Services
>
> TimoCom Soft- und Hardware GmbH
> In der Steele 2
> D-40599 Düsseldorf
> Tel: +49 211 88 26 80 14
> Fax: +49 211 88 26 70 14
> eMail: m...@timocom.com
> www.TimoCom.com
> Geschäftsführer: Jens Thiermann, Gunther Matzaitis
> Amtsgericht Düsseldorf, HRB 34489
>
> [image: Inactive hide details for Marco Vannini ---20.10.2009
> 10:45:05---sorry to boring and spam but with the new file I get: 
> Modifica]Marco
> Vannini ---20.10.2009 10:45:05---sorry to boring and spam but with the new
> file I get: Modification of non-creatable hash value attem
>
>
> From:
> Marco Vannini 
> To:
> "User questions and discussions about OTRS." 
> Date:
> 20.10.2009 10:45
> Subject:
> Re: [otrs] Problem with "Next ticket state"
> Sent by:
> otrs-boun...@otrs.org
> --
>
>
>
> sorry to boring and spam but with the new file I get:
> Modification of non-creatable hash value attempted, subscript
> "Kernel/Modules/AgentTicketCompose.pm" at /opt/otrs//Kernel/System/Main.pm
> line 154.
>
> Markus, do you have the same problem ?
>
>
> On Tue, Oct 20, 2009 at 10:35 AM, Marco Vannini 
> <*marco.vann...@gmail.com*>
> wrote:
>
>yes sorry, I have to confirm that it's a my proxy problem again...
>
>
>   On Tue, Oct 20, 2009 at 10:19 AM, Marco Vannini <*
>   marco.vann...@gmail.com* > wrote:
>  Unfortunately not but it could be yet a f... proxy problem...
>
>
> On Tue, Oct 20, 2009 at 10:14 AM, Martin Edenhofer <*
> m...@otrs.com* > wrote:
>Is it working if you try it again?
>
>-Martin
>
>   On 20.10.2009, at 09:53, Marco Vannini wrote:
>Hi all,
>
> I get
>
> co: output error: Bad file descriptor
>
>
> co aborted
>
>
> Trying to download code. It is me that i'm doing
> something wrong ?
>
> tx
>
> Cheers.
>
> MV
>
> On Tue, Oct 20, 2009 at 9:02 AM, <*
> m...@timocom.com* > wrote:
>Thx for the fast reply ;)
>
>
>
>   Mit freundlichen Grüßen / Kind regards
>   Markus Moj
>   IT Infrastructure & Services
>
>   TimoCom Soft- und Hardware GmbH
>   In der Steele 2
>   D-40599 Düsseldorf
>   Tel: +49 211 88 26 80 14
>   Fax: +49 211 88 26 70 14
>   eMail: *m...@timocom.com* 
>   *
>   **www.TimoCom.com* 
>   Geschäftsführer: Jens Thiermann, Gunther
>   Matzaitis
>   Amtsgericht Düsseldorf, HRB 34489
>
>   Martin Edenhofer ---20.10.2009
>   08:59:10---Hi Markus, yes, unfortunately.
>
>   From:
>   Martin Edenhofer <*...@otrs.com*
>   > 
>   To:
>   "User questions and discussions about OTRS."
>   <*o...@otrs.org* >
>   
>   Date:
>   20.10.2009 08:59 
>   Subject:
>   Re: [otrs] Problem with "Next ticket state"
>   
>   Sent by:*
>   **otrs-boun...@otrs.org*
>   --
>
>
>
>
>   Hi Markus,
>
>   yes, unfortunately.
>
>   It's already fixed *
>   
> http://bugs.otrs.org/show_bug.cgi?id=4433*
>
>   Just upgrade
>   Kernel/Modules/AgentTicketCompose.pm new 
> revision: 1.81.2.3
>   *
>   **
>   
> http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?revision=1.81.2.3&view=co
>   
> *

Re: [otrs] 2.4.4 to 2.4.5 patch / migrate

[Martin Gruner]

Hi Sarper,

your settings are all in Kernel/Config.pm (file-based configuration) and 
Kernel/Config/Files/ZZZAuto.pm (contains all changes you made in the sysconfig 
interface). These should not be overwritten by the new files, because they are 
not part of the new files.

Regards, 

Martin

Am Dienstag, 20. Oktober 2009 11:00:16 schrieb Sarper SARIDAL:
> This is much better, but i have only one concern.
> 
> I'll backup the otrs but i have modified some settings (as natural) like
> ldap sendmail etc. those configurations will gone if i overwrite the files.
> Which folder should i restore back in order to keep my changes or is there
>  a way of getting the changed configuration list in otrs so i can restore
>  back them?
> 
> Thanks
> 
> Sarper
> 
> On Tue, Oct 20, 2009 at 11:42 AM, Alexander Halle wrote:
> > Sarper SARIDAL wrote :
> >> How do we upgrade from otrs 2.4.4 to 2.4.5 ?
> >
> > Hello,
> >
> > the updates within 2.4.x are just file patches, so you just have to
> > replace the files. To play it safe stop and backup OTRS before.
> >
> > Regards
> >
> > Alexander
> >
> > --
> > radprax Gesellschaft fuer medizinische Versorgungszentren mbH,
> > Bergstr. 7 - 9, 42105 Wuppertal,
> > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
> > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med.
> > Renate Tewaag
> > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264,  DE 814559152
> > Web: http://www.radprax.de
> >
> >
> >
> > -
> > 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/
> 

-- 
Martin Gruner
Customer Development


OTRS AG 
Europaring 4 
94315 Straubing 
Deutschland 

T: +49 (0) 9421 56818 0 
F: +49 (0) 9421 56818 18
I: http://www.otrs.com/

Geschäftssitz: Bad Homburg
Amtsgericht: Bad Homburg, HRB 10751
Steuernummer: 003 240 97505
Aufsichtsratsvorsitzender: Burchard Steinbild
Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer

Treffen Sie ((otrs)) auf dem IIR Service Desk Forum in Mainz und erfahren Sie 
vom 24.-25. November 2009 mehr über OTRS an Stand 12!
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Re: [otrs] 2.4.4 to 2.4.5 patch / migrate

[Sarper SARIDAL]

This is much better, but i have only one concern.

I'll backup the otrs but i have modified some settings (as natural) like
ldap sendmail etc. those configurations will gone if i overwrite the files.
Which folder should i restore back in order to keep my changes or is there a
way of getting the changed configuration list in otrs so i can restore back
them?

Thanks

Sarper

On Tue, Oct 20, 2009 at 11:42 AM, Alexander Halle wrote:

> Sarper SARIDAL wrote :
>
>> How do we upgrade from otrs 2.4.4 to 2.4.5 ?
>>
>
> Hello,
>
> the updates within 2.4.x are just file patches, so you just have to replace
> the files. To play it safe stop and backup OTRS before.
>
> Regards
>
> Alexander
>
> --
> radprax Gesellschaft fuer medizinische Versorgungszentren mbH,
> Bergstr. 7 - 9, 42105 Wuppertal,
> Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
> Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med.
> Renate Tewaag
> Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264,  DE 814559152
> Web: http://www.radprax.de
>
>
>
> -
> 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] Problem with "Next ticket state"

[MMoj]

No I don´t have any problems. My System is running as smooth as before. Did
you replace the file and made a backup of the original? Did you restart
your services?

Mit freundlichen Grüßen / Kind regards
Markus Moj
IT Infrastructure & Services

TimoCom Soft- und Hardware GmbH
In der Steele 2
D-40599 Düsseldorf
Tel: +49 211 88 26 80 14
Fax: +49 211 88 26 70 14
eMail: m...@timocom.com
www.TimoCom.com
Geschäftsführer: Jens Thiermann, Gunther Matzaitis
Amtsgericht Düsseldorf, HRB 34489


   
  From:   Marco Vannini   
   
  To: "User questions and discussions about OTRS." 
   
  Date:   20.10.2009 10:45 
   
  Subject:Re: [otrs] Problem with "Next ticket state"  
   
  Sent by:otrs-boun...@otrs.org
   





sorry to boring and spam but with the new file I get:
Modification of non-creatable hash value attempted, subscript
"Kernel/Modules/AgentTicketCompose.pm" at /opt/otrs//Kernel/System/Main.pm
line 154.

Markus, do you have the same problem ?


On Tue, Oct 20, 2009 at 10:35 AM, Marco Vannini 
wrote:
  yes sorry, I have to confirm that it's a my proxy problem again...


  On Tue, Oct 20, 2009 at 10:19 AM, Marco Vannini <
  marco.vann...@gmail.com> wrote:
Unfortunately not but it could be yet a f... proxy problem...


On Tue, Oct 20, 2009 at 10:14 AM, Martin Edenhofer  wrote:
  Is it working if you try it again?

   -Martin

  On 20.10.2009, at 09:53, Marco Vannini wrote:

Hi all,

I get

co: output error: Bad file descriptor


co aborted


Trying to download code. It is me that i'm doing
something wrong ?

tx

Cheers.

MV

On Tue, Oct 20, 2009 at 9:02 AM, 
wrote:


  Thx for the fast reply ;)




  Mit freundlichen Grüßen / Kind regards
  Markus Moj
  IT Infrastructure & Services

  TimoCom Soft- und Hardware GmbH
  In der Steele 2
  D-40599 Düsseldorf
  Tel: +49 211 88 26 80 14
  Fax: +49 211 88 26 70 14
  eMail: m...@timocom.com
  www.TimoCom.com
  Geschäftsführer: Jens Thiermann, Gunther
  Matzaitis
  Amtsgericht Düsseldorf, HRB 34489

  Martin Edenhofer ---20.10.2009
  08:59:10---Hi Markus, yes, unfortunately.
   
 
 From:  Martin Edenhofer  
   
 
 To:"User questions and discussions about OTRS." < 
otrs@otrs.org> 
   
 
 Date:  20.10.2009 08:59   
   
 
 Subject:   Re: [otrs] Problem with "Next ticket state"
   
 
 Sent by:   otrs-boun...@otrs.org  
   






  Hi Markus,

  yes, unfortunately.

  It's already fixed
  http://bugs.otrs.org/show_bug.cgi?id=4433

  Just upgrade
  Kernel/Modules/AgentTicketCompose.pm new
  revision: 1.81.2.3

  
http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?revision=1.81.2.3&view=co

Re: [otrs] Problem with "Next ticket state"

[Marco Vannini]

sorry to boring and spam but with the new file I get:

Modification of non-creatable hash value attempted, subscript
"Kernel/Modules/AgentTicketCompose.pm" at
/opt/otrs//Kernel/System/Main.pm line 154.


Markus, do you have the same problem ?


On Tue, Oct 20, 2009 at 10:35 AM, Marco Vannini wrote:

> yes sorry, I have to confirm that it's a my proxy problem again...
>
>
> On Tue, Oct 20, 2009 at 10:19 AM, Marco Vannini 
> wrote:
>
>> Unfortunately not but it could be yet a f... proxy problem...
>>
>>
>> On Tue, Oct 20, 2009 at 10:14 AM, Martin Edenhofer  wrote:
>>
>>> Is it working if you try it again?
>>>  -Martin
>>>
>>> On 20.10.2009, at 09:53, Marco Vannini wrote:
>>>
>>> Hi all,
>>> I get
>>>
>>> co: output error: Bad file descriptor
>>>
>>>
>>> co aborted
>>>
>>>
>>> Trying to download code. It is me that i'm doing something wrong ?
>>>
>>> tx
>>>
>>> Cheers.
>>>
>>> MV
>>>
>>> On Tue, Oct 20, 2009 at 9:02 AM,  wrote:
>>>
 Thx for the fast reply ;)


 Mit freundlichen Grüßen / Kind regards
 Markus Moj
 IT Infrastructure & Services

 TimoCom Soft- und Hardware GmbH
 In der Steele 2
 D-40599 Düsseldorf
 Tel: +49 211 88 26 80 14
 Fax: +49 211 88 26 70 14
 eMail: m...@timocom.com
 www.TimoCom.com
 Geschäftsführer: Jens Thiermann, Gunther Matzaitis
 Amtsgericht Düsseldorf, HRB 34489

 Martin Edenhofer ---20.10.2009 08:59:10---Hi Markus, yes,
 unfortunately.

  
 From:
 Martin Edenhofer  
 To:
 "User questions and discussions about OTRS." 
 
 Date:
 20.10.2009 08:59 
 Subject:
 Re: [otrs] Problem with "Next ticket state" 
 Sent by:
 otrs-boun...@otrs.org
 --



 Hi Markus,

 yes, unfortunately.

 It's already fixed http://bugs.otrs.org/show_bug.cgi?id=4433

 Just upgrade Kernel/Modules/AgentTicketCompose.pm new revision: 1.81.2.3


 http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?revision=1.81.2.3&view=co

 And it should work fine.

  -Martin

 On 20.10.2009, at 08:33, m...@timocom.com wrote:

 > Hey,
 >
 > Can some one tell my why OTRS "Next ticket state" is per defaul
 > "closed successful" when it is set to be "open" in
 > "Ticket::Frontend::AgentTicketCompose###StateDefault"?
 >
 > Is it a bug?
 >
 > With the Update from 2.4.4 to 2.4.5 today this changed to be "closed
 > successful" but the Helpdesk agents want it to be "open" instead,
 > but it does not work if I define it as "open" int the "ViewCompose".
 >
 > Can some one help me out with a workaround or something?
 >
 > Mit freundlichen Grüßen / Kind regards
 > Markus Moj
 > IT Infrastructure & Services
 >
 > TimoCom Soft- und Hardware GmbH
 > In der Steele 2
 > D-40599 Düsseldorf
 > Tel: +49 211 88 26 80 14
 > Fax: +49 211 88 26 70 14
 > eMail: m...@timocom.com
 > www.TimoCom.com
 > Geschäftsführer: Jens Thiermann, Gunther Matzaitis
 > Amtsgericht Düsseldorf, HRB 34489
 >
 > -
 > OTRS mailing list: otrs - Webpage: http://otrs.org/
 > Archive: http://lists.otrs.org/pipermail/otrs
 > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
 >
 > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
 > http://www.otrs.com/en/support/enterprise-subscription/

 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
 http://www.otrs.com/en/support/enterprise-subscription/




 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
 http://www.otrs.com/en/support/enterprise-subscription/

>>>
>>> -
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>>> http://www.otrs.com/en/support/enterprise-subscription/
>>>
>>>
>>>
>>> -
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>> NEW! ENTERPRISE SUBSCRIPTION

Re: [otrs] 2.4.4 to 2.4.5 patch / migrate

[Alexander Halle]

Sarper SARIDAL wrote :

How do we upgrade from otrs 2.4.4 to 2.4.5 ?


Hello,

the updates within 2.4.x are just file patches, so you just have to 
replace the files. To play it safe stop and backup OTRS before.


Regards

Alexander

--
radprax Gesellschaft fuer medizinische Versorgungszentren mbH,
Bergstr. 7 - 9, 42105 Wuppertal,
Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate 
Tewaag
Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264,  DE 814559152
Web: http://www.radprax.de


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Re: [otrs] LDAP authentication problem

[Maurer, Hermann]

Hi Altangerel,

yes, the mapping of LDAP-based values to those suitable for OTRS seems not to 
be configured. This mapping is described here: 
http://doc.otrs.org/2.4/en/html/x1790.html#customer-backend-ldap (RTFM!)
Our installation is configured as following:
Map => [
## note: Login, Email and CustomerID needed!
## var, frontend, storage, shown (1=always,2=lite), required, 
storage-type, http-link, readonly
[ 'UserSalutation', 'Title',  'title',   1, 0, 'var', 
'', 0 ],
[ 'UserFirstname',  'Firstname',  'givenname',   1, 1, 'var', 
'', 0 ],
[ 'UserLastname',   'Lastname',   'sn',  1, 1, 'var', 
'', 0 ],
[ 'UserLogin',  'Login',  'cn',  1, 1, 'var', 
'', 0 ],
[ 'UserEmail',  'Email',  'mail',1, 1, 'var', 
'', 0 ],
[ 'UserCustomerID', 'CustomerID', 'mail',0, 1, 'var', 
'', 0 ],
## [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 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 ],
[ 'UserLocation',   'Location',   'l',   1, 0, 'var', 
'', 0 ],
],

You can try this or your setup can vary.

Mit freundlichen Grüßen / Kind Regards
Hermann Maurer

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Altangerel
Sent: Montag, 19. Oktober 2009 06:45
To: User questions and discussions about OTRS.
Subject: Re: [otrs] LDAP authentication problem

Hi,

Maurer, thank you for your valuable reply :). I've solved my problem by 
following your suggest. I'm using Windows 2003 server.
I faced another problem. By enabling LDAP authentication for agents, I 
could not log in as admin user he he. To solve this problem, I've 
decided to use LDAP authentication only for customer users.
My configuration is:

#Enable LDAP authentication for customers
$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = 'domain.xxx.com';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=xxx,DC=com';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'CN';


# The following is valid but would only be necessary if the
# anonymous user do NOT have permission to read from the LDAP tree
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs_ldap, 
DC=xxx, DC=com';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';

# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => 
'(objectclass=user)'
$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '';


# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
$Self->{'Customer::AuthModule::LDAP::Params'} = {
port => 389,
timeout => 120,
async => 0,
version => 3,
};

When the customers are trying to log in error message appeared. *Panic! 
No user data!
*But in the log file everything is ok "authentication ok".

What is wrong?


 
Maurer, Hermann wrote:
> Hi,
>
> I assume, you've read this:
> http://doc.otrs.org/2.4/en/html/x1835.html#configuration-agent-auth-back
> end-ldap.
> Which server are you using as LDAP Backend? For MS ADS you do need the
> following:
> $Self->{'AuthModule::LDAP::UID'} =  'cn';
> Please make sure, that you really can search in your LDAP (with
> ldapsearch for example) in the context of the user 'CN=otrs_ldap,
> OU=otrs_group, DC=xxx, DC=com' with the given password.
>
>
> Regards,
> Hermann Maurer
>   

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Re: [otrs] 2.4.4 to 2.4.5 patch / migrate

[Sarper SARIDAL]

It's sad to hear that for a small patch i have to rebuild the whole thing.

small patches like 2.4.4 to 2.4.5 should  be done easier. for 2x to 3x this
may be the path..

If that's the case , i guess i have to suspend the service tonight and do
the migration.

Luckily my otrs is on ESX Server i'll get a snapshot before i do this , i
don't want to mess it up totally.

Thanks for the answer,

if there is a better way , i'd like to hear that.

Regards,

Sarper

2009/10/20 Ilya Kornev 

> Hi,
>
> they have a video about upgrading OTRS on Win:
> http://www.youtube.com/watch?v=sf0R-reMTWc
>
>
> BR,
> Ilya
>
> -Original Message-
> From: Sarper SARIDAL 
> To: otrs@otrs.org
> Date: Tue, 20 Oct 2009 11:21:57 +0300
> Subject: [otrs]  2.4.4 to 2.4.5 patch / migrate
>
> > Hi All,
> >
> > How do we upgrade from otrs 2.4.4 to 2.4.5 ?
> >
> > The admin manual does not show how.
> >
> > When i download the new software from otrs web site it says that it's
> > already installed which is an expected result.
> >
> > For the upgrade of a running system (for minor patches like 2.4.4 to
> 2.4.5)
> >
> > What is the roadmap that i have to follow?
> >
> > Should i have to stop the services get the backup install a clean otrs
> and
> > restore the backup? or is there an easier way to do it?
> >
> > If there is only backup / restore method is there guide about that so i
> can
> > follow the quide and update my otrs.
> >
> > Thanks & Regards,
> >
> > Sarper Sar?dal
> >
> > -
> > 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] Problem with "Next ticket state"

[Marco Vannini]

yes sorry, I have to confirm that it's a my proxy problem again...

On Tue, Oct 20, 2009 at 10:19 AM, Marco Vannini wrote:

> Unfortunately not but it could be yet a f... proxy problem...
>
>
> On Tue, Oct 20, 2009 at 10:14 AM, Martin Edenhofer  wrote:
>
>> Is it working if you try it again?
>>  -Martin
>>
>> On 20.10.2009, at 09:53, Marco Vannini wrote:
>>
>> Hi all,
>> I get
>>
>> co: output error: Bad file descriptor
>>
>>
>> co aborted
>>
>>
>> Trying to download code. It is me that i'm doing something wrong ?
>>
>> tx
>>
>> Cheers.
>>
>> MV
>>
>> On Tue, Oct 20, 2009 at 9:02 AM,  wrote:
>>
>>> Thx for the fast reply ;)
>>>
>>>
>>> Mit freundlichen Grüßen / Kind regards
>>> Markus Moj
>>> IT Infrastructure & Services
>>>
>>> TimoCom Soft- und Hardware GmbH
>>> In der Steele 2
>>> D-40599 Düsseldorf
>>> Tel: +49 211 88 26 80 14
>>> Fax: +49 211 88 26 70 14
>>> eMail: m...@timocom.com
>>> www.TimoCom.com
>>> Geschäftsführer: Jens Thiermann, Gunther Matzaitis
>>> Amtsgericht Düsseldorf, HRB 34489
>>>
>>> Martin Edenhofer ---20.10.2009 08:59:10---Hi Markus, yes,
>>> unfortunately.
>>>
>>>  
>>> From:
>>> Martin Edenhofer  
>>> To:
>>> "User questions and discussions about OTRS." 
>>> 
>>> Date:
>>> 20.10.2009 08:59 
>>> Subject:
>>> Re: [otrs] Problem with "Next ticket state" 
>>> Sent by:
>>> otrs-boun...@otrs.org
>>> --
>>>
>>>
>>>
>>> Hi Markus,
>>>
>>> yes, unfortunately.
>>>
>>> It's already fixed http://bugs.otrs.org/show_bug.cgi?id=4433
>>>
>>> Just upgrade Kernel/Modules/AgentTicketCompose.pm new revision: 1.81.2.3
>>>
>>>
>>> http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?revision=1.81.2.3&view=co
>>>
>>> And it should work fine.
>>>
>>>  -Martin
>>>
>>> On 20.10.2009, at 08:33, m...@timocom.com wrote:
>>>
>>> > Hey,
>>> >
>>> > Can some one tell my why OTRS "Next ticket state" is per defaul
>>> > "closed successful" when it is set to be "open" in
>>> > "Ticket::Frontend::AgentTicketCompose###StateDefault"?
>>> >
>>> > Is it a bug?
>>> >
>>> > With the Update from 2.4.4 to 2.4.5 today this changed to be "closed
>>> > successful" but the Helpdesk agents want it to be "open" instead,
>>> > but it does not work if I define it as "open" int the "ViewCompose".
>>> >
>>> > Can some one help me out with a workaround or something?
>>> >
>>> > Mit freundlichen Grüßen / Kind regards
>>> > Markus Moj
>>> > IT Infrastructure & Services
>>> >
>>> > TimoCom Soft- und Hardware GmbH
>>> > In der Steele 2
>>> > D-40599 Düsseldorf
>>> > Tel: +49 211 88 26 80 14
>>> > Fax: +49 211 88 26 70 14
>>> > eMail: m...@timocom.com
>>> > www.TimoCom.com
>>> > Geschäftsführer: Jens Thiermann, Gunther Matzaitis
>>> > Amtsgericht Düsseldorf, HRB 34489
>>> >
>>> > -
>>> > 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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>>> Archive: http://lists.otrs.org/pipermail/otrs
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>>>
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>>>
>>>
>>>
>>> -
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>>> Archive: http://lists.otrs.org/pipermail/otrs
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>>>
>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>>> http://www.otrs.com/en/support/enterprise-subscription/
>>>
>>
>> -
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>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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Re: [otrs] 2.4.4 to 2.4.5 patch / migrate

[Ilya Kornev]

Hi,

they have a video about upgrading OTRS on Win: 
http://www.youtube.com/watch?v=sf0R-reMTWc


BR,
Ilya

-Original Message-
From: Sarper SARIDAL 
To: otrs@otrs.org
Date: Tue, 20 Oct 2009 11:21:57 +0300
Subject: [otrs]  2.4.4 to 2.4.5 patch / migrate

> Hi All,
> 
> How do we upgrade from otrs 2.4.4 to 2.4.5 ?
> 
> The admin manual does not show how.
> 
> When i download the new software from otrs web site it says that it's
> already installed which is an expected result.
> 
> For the upgrade of a running system (for minor patches like 2.4.4 to 2.4.5)
> 
> What is the roadmap that i have to follow?
> 
> Should i have to stop the services get the backup install a clean otrs and
> restore the backup? or is there an easier way to do it?
> 
> If there is only backup / restore method is there guide about that so i can
> follow the quide and update my otrs.
> 
> Thanks & Regards,
> 
> Sarper Sar?dal
> 
> -
> 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] 2.4.4 to 2.4.5 patch / migrate

[Sarper SARIDAL]

Hi All,

How do we upgrade from otrs 2.4.4 to 2.4.5 ?

The admin manual does not show how.

When i download the new software from otrs web site it says that it's
already installed which is an expected result.

For the upgrade of a running system (for minor patches like 2.4.4 to 2.4.5)

What is the roadmap that i have to follow?

Should i have to stop the services get the backup install a clean otrs and
restore the backup? or is there an easier way to do it?

If there is only backup / restore method is there guide about that so i can
follow the quide and update my otrs.

Thanks & Regards,

Sarper Sarıdal
-
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Re: [otrs] Problem with "Next ticket state"

[Marco Vannini]

Unfortunately not but it could be yet a f... proxy problem...

On Tue, Oct 20, 2009 at 10:14 AM, Martin Edenhofer  wrote:

> Is it working if you try it again?
>  -Martin
>
> On 20.10.2009, at 09:53, Marco Vannini wrote:
>
> Hi all,
> I get
>
> co: output error: Bad file descriptor
>
>
> co aborted
>
>
> Trying to download code. It is me that i'm doing something wrong ?
>
> tx
>
> Cheers.
>
> MV
>
> On Tue, Oct 20, 2009 at 9:02 AM,  wrote:
>
>> Thx for the fast reply ;)
>>
>>
>> Mit freundlichen Grüßen / Kind regards
>> Markus Moj
>> IT Infrastructure & Services
>>
>> TimoCom Soft- und Hardware GmbH
>> In der Steele 2
>> D-40599 Düsseldorf
>> Tel: +49 211 88 26 80 14
>> Fax: +49 211 88 26 70 14
>> eMail: m...@timocom.com
>> www.TimoCom.com
>> Geschäftsführer: Jens Thiermann, Gunther Matzaitis
>> Amtsgericht Düsseldorf, HRB 34489
>>
>> Martin Edenhofer ---20.10.2009 08:59:10---Hi Markus, yes,
>> unfortunately.
>>
>>  
>> From:
>> Martin Edenhofer  
>> To:
>> "User questions and discussions about OTRS." 
>> 
>> Date:
>> 20.10.2009 08:59 
>> Subject:
>> Re: [otrs] Problem with "Next ticket state" 
>> Sent by:
>> otrs-boun...@otrs.org
>> --
>>
>>
>>
>> Hi Markus,
>>
>> yes, unfortunately.
>>
>> It's already fixed http://bugs.otrs.org/show_bug.cgi?id=4433
>>
>> Just upgrade Kernel/Modules/AgentTicketCompose.pm new revision: 1.81.2.3
>>
>>
>> http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?revision=1.81.2.3&view=co
>>
>> And it should work fine.
>>
>>  -Martin
>>
>> On 20.10.2009, at 08:33, m...@timocom.com wrote:
>>
>> > Hey,
>> >
>> > Can some one tell my why OTRS "Next ticket state" is per defaul
>> > "closed successful" when it is set to be "open" in
>> > "Ticket::Frontend::AgentTicketCompose###StateDefault"?
>> >
>> > Is it a bug?
>> >
>> > With the Update from 2.4.4 to 2.4.5 today this changed to be "closed
>> > successful" but the Helpdesk agents want it to be "open" instead,
>> > but it does not work if I define it as "open" int the "ViewCompose".
>> >
>> > Can some one help me out with a workaround or something?
>> >
>> > Mit freundlichen Grüßen / Kind regards
>> > Markus Moj
>> > IT Infrastructure & Services
>> >
>> > TimoCom Soft- und Hardware GmbH
>> > In der Steele 2
>> > D-40599 Düsseldorf
>> > Tel: +49 211 88 26 80 14
>> > Fax: +49 211 88 26 70 14
>> > eMail: m...@timocom.com
>> > www.TimoCom.com
>> > Geschäftsführer: Jens Thiermann, Gunther Matzaitis
>> > Amtsgericht Düsseldorf, HRB 34489
>> >
>> > -
>> > 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
>>
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>>
>>
>>
>> -
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>> 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] Problem with "Next ticket state"

[Martin Edenhofer]

Is it working if you try it again?

 -Martin

On 20.10.2009, at 09:53, Marco Vannini wrote:


Hi all,

I get

co: output error: Bad file descriptor

co aborted

Trying to download code. It is me that i'm doing something wrong ?

tx

Cheers.

MV

On Tue, Oct 20, 2009 at 9:02 AM,  wrote:
Thx for the fast reply ;)



Mit freundlichen Grüßen / Kind regards
Markus Moj
IT Infrastructure & Services

TimoCom Soft- und Hardware GmbH
In der Steele 2
D-40599 Düsseldorf
Tel: +49 211 88 26 80 14
Fax: +49 211 88 26 70 14
eMail: m...@timocom.com
www.TimoCom.com
Geschäftsführer: Jens Thiermann, Gunther Matzaitis
Amtsgericht Düsseldorf, HRB 34489

Martin Edenhofer ---20.10.2009 08:59:10---Hi Markus,  
yes, unfortunately.



From:   
Martin Edenhofer 

To: 
"User questions and discussions about OTRS." 

Date:   
20.10.2009 08:59

Subject:
Re: [otrs] Problem with "Next ticket state"

Sent by:
otrs-boun...@otrs.org



Hi Markus,

yes, unfortunately.

It's already fixed http://bugs.otrs.org/show_bug.cgi?id=4433

Just upgrade Kernel/Modules/AgentTicketCompose.pm new revision:  
1.81.2.3


http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?revision=1.81.2.3&view=co

And it should work fine.

 -Martin

On 20.10.2009, at 08:33, m...@timocom.com wrote:

> Hey,
>
> Can some one tell my why OTRS "Next ticket state" is per defaul
> "closed successful" when it is set to be "open" in
> "Ticket::Frontend::AgentTicketCompose###StateDefault"?
>
> Is it a bug?
>
> With the Update from 2.4.4 to 2.4.5 today this changed to be "closed
> successful" but the Helpdesk agents want it to be "open" instead,
> but it does not work if I define it as "open" int the "ViewCompose".
>
> Can some one help me out with a workaround or something?
>
> Mit freundlichen Grüßen / Kind regards
> Markus Moj
> IT Infrastructure & Services
>
> TimoCom Soft- und Hardware GmbH
> In der Steele 2
> D-40599 Düsseldorf
> Tel: +49 211 88 26 80 14
> Fax: +49 211 88 26 70 14
> eMail: m...@timocom.com
> www.TimoCom.com
> Geschäftsführer: Jens Thiermann, Gunther Matzaitis
> Amtsgericht Düsseldorf, HRB 34489
>
>  
-

> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/

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Re: [otrs] Problem with "Next ticket state"

[Marco Vannini]

Hi all,
I get

co: output error: Bad file descriptor


co aborted


Trying to download code. It is me that i'm doing something wrong ?

tx

Cheers.

MV

On Tue, Oct 20, 2009 at 9:02 AM,  wrote:

>  Thx for the fast reply ;)
>
>
> Mit freundlichen Grüßen / Kind regards
> Markus Moj
> IT Infrastructure & Services
>
> TimoCom Soft- und Hardware GmbH
> In der Steele 2
> D-40599 Düsseldorf
> Tel: +49 211 88 26 80 14
> Fax: +49 211 88 26 70 14
> eMail: m...@timocom.com
> www.TimoCom.com
> Geschäftsführer: Jens Thiermann, Gunther Matzaitis
> Amtsgericht Düsseldorf, HRB 34489
>
> [image: Inactive hide details for Martin Edenhofer ---20.10.2009
> 08:59:10---Hi Markus, yes, unfortunately.]Martin Edenhofer ---20.10.2009
> 08:59:10---Hi Markus, yes, unfortunately.
>
>
> From:
> Martin Edenhofer 
> To:
> "User questions and discussions about OTRS." 
> Date:
> 20.10.2009 08:59
> Subject:
> Re: [otrs] Problem with "Next ticket state"
> Sent by:
> otrs-boun...@otrs.org
> --
>
>
>
> Hi Markus,
>
> yes, unfortunately.
>
> It's already fixed http://bugs.otrs.org/show_bug.cgi?id=4433
>
> Just upgrade Kernel/Modules/AgentTicketCompose.pm new revision: 1.81.2.3
>
>
> http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?revision=1.81.2.3&view=co
>
> And it should work fine.
>
>  -Martin
>
> On 20.10.2009, at 08:33, m...@timocom.com wrote:
>
> > Hey,
> >
> > Can some one tell my why OTRS "Next ticket state" is per defaul
> > "closed successful" when it is set to be "open" in
> > "Ticket::Frontend::AgentTicketCompose###StateDefault"?
> >
> > Is it a bug?
> >
> > With the Update from 2.4.4 to 2.4.5 today this changed to be "closed
> > successful" but the Helpdesk agents want it to be "open" instead,
> > but it does not work if I define it as "open" int the "ViewCompose".
> >
> > Can some one help me out with a workaround or something?
> >
> > Mit freundlichen Grüßen / Kind regards
> > Markus Moj
> > IT Infrastructure & Services
> >
> > TimoCom Soft- und Hardware GmbH
> > In der Steele 2
> > D-40599 Düsseldorf
> > Tel: +49 211 88 26 80 14
> > Fax: +49 211 88 26 70 14
> > eMail: m...@timocom.com
> > www.TimoCom.com
> > Geschäftsführer: Jens Thiermann, Gunther Matzaitis
> > Amtsgericht Düsseldorf, HRB 34489
> >
> > -
> > 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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>
>
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<><>-
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Re: [otrs] How do i translate int TICKET times to dates?

[Michiel Beijen]

Ken,

are you trying to create a database view?
There are fields stored as epoch in the database, that is the number of
seconds since 01-01-1970 UTC. This is the default date format on UNIXen. If
you have a MySQL database, you can convert it with the FROM_UNIXTIME()
command as follows:

SELECT FROM_UNIXTIME(escalation_response_time) FROM ticket
WHERE escalation_response_time > 0

This will show the response time in 'human readable' DATETIME format.
-- 
Michiel Beijen
R&D
OTRS AG
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61352 Bad Homburg
Deutschland
T: +31 (0) 6457 42418
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register: 10751, Tax ID: 003 240
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Mindermann (CEO), Martin Edenhofer
CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about
OTRS  at booth no. 12 from Nov 24-25, 2009!

On Sun, Oct 18, 2009 at 11:11 PM, Anderson, Ken  wrote:

>  I’m trying to create a view that displays the integer values of the
> “time” columns in TICKET recognizable dates and times.
>
>
>
> How should I do this?
>
>
>
> Thanks,
>
> -Ken
>
> *Ken Anderson*
>
> *Manager, Managed Services*
>
>
>
> *OA Solutions*
>
> *Victoria*Vancouver*Edmonton*
>
> *tel. (250) 385-4333 x219*
>
> *fax. (250) 483-3380*
>
> *ken.ander...@oasolutions.ca* 
>
> *www.oasolutions.ca* 
>
>
>
> *Please note that effective October 1, 2009 OA Solutions' Victoria Office
> has moved. Our new address is:*
>
> *200 - 702 Fort Street*
>
> *Victoria, BC  V8W 1H2*
>
>
>
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[otrs] LDAP & AD "workstation not permitted"

[furtasacs!]

Hi,

I have a ubuntu linux with otrs authenticating on a AD Windows 2K3,
and all is fine.

Now, I would like to add security to my AD, and I just want to allow users
to authenticate only on your computer (not with the partner´s computer).
All is fine with windows but i´ve problems with Otrs.

The logs says this when a user try to conect to otrs:
"... authentification failed: '80090308: LdapErr: DSID-0c090334,
comment: AcceptSecurityContext error, data 531, vece ..."

I've researched about that and "AcceptSecurityContext error, data 531,
vece" means "Workstation not permited" and i´m trying to solve this
problem.

i've done:
1. i´ve joined ubuntu to AD with winbind and samba.
2. I've added ubuntu (the computer who have otrs and apache) to the user's
allowed computer list.

but still not working !!
any sugestions, please? anything!

Thanks.
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Re: [otrs] Problem with "Next ticket state"

[MMoj]

Thx for the fast reply ;)

Mit freundlichen Grüßen / Kind regards
Markus Moj
IT Infrastructure & Services

TimoCom Soft- und Hardware GmbH
In der Steele 2
D-40599 Düsseldorf
Tel: +49 211 88 26 80 14
Fax: +49 211 88 26 70 14
eMail: m...@timocom.com
www.TimoCom.com
Geschäftsführer: Jens Thiermann, Gunther Matzaitis
Amtsgericht Düsseldorf, HRB 34489


   
  From:   Martin Edenhofer
   
  To: "User questions and discussions about OTRS." 
   
  Date:   20.10.2009 08:59 
   
  Subject:Re: [otrs] Problem with "Next ticket state"  
   
  Sent by:otrs-boun...@otrs.org
   





Hi Markus,

yes, unfortunately.

It's already fixed http://bugs.otrs.org/show_bug.cgi?id=4433

Just upgrade Kernel/Modules/AgentTicketCompose.pm new revision: 1.81.2.3

http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?revision=1.81.2.3&view=co


And it should work fine.

  -Martin

On 20.10.2009, at 08:33, m...@timocom.com wrote:

> Hey,
>
> Can some one tell my why OTRS "Next ticket state" is per defaul
> "closed successful" when it is set to be "open" in
> "Ticket::Frontend::AgentTicketCompose###StateDefault"?
>
> Is it a bug?
>
> With the Update from 2.4.4 to 2.4.5 today this changed to be "closed
> successful" but the Helpdesk agents want it to be "open" instead,
> but it does not work if I define it as "open" int the "ViewCompose".
>
> Can some one help me out with a workaround or something?
>
> Mit freundlichen Grüßen / Kind regards
> Markus Moj
> IT Infrastructure & Services
>
> TimoCom Soft- und Hardware GmbH
> In der Steele 2
> D-40599 Düsseldorf
> Tel: +49 211 88 26 80 14
> Fax: +49 211 88 26 70 14
> eMail: m...@timocom.com
> www.TimoCom.com
> Geschäftsführer: Jens Thiermann, Gunther Matzaitis
> Amtsgericht Düsseldorf, HRB 34489
>
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