Re: [otrs] Sending email in OTRS--RESOLVED

[LQ Marshall]

 

  _  

Sent: Thursday, October 22, 2009 11:39 AM
Subject: Re: [otrs] Sending email in OTRS--RESOLVED


I figured it out myself.  For some reason, otrs didn't like the FQDN of my
mailserver for the smtp settings, but rather wanted just the server name.  I
initially had mail.x.org as the host, but changed it to serverx, and
now it sends just fine.

I suspect that the FQDN and the 'netbios' IP addresses (?) resolve to
different IP addresses.  You firewall probably doesn't work well with a
loopback connection.

 

well done...

 

 

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Re: [otrs] Is it possible to change the order (layout) of the dashboard

[Martin Edenhofer]

Hi Sarper,

next version of OTRS is coming with drag&drop for the dashboard item. ;)

ETA: It depends... we are currently in planing state... however next  
year.. ;)


 -Martin

On 22.10.2009, at 20:37, Sarper SARIDAL wrote:


Hi all,

My otrs experience is just going great.

Everything is smooth and steady. Now it's time to ask for more :)

I wonder whether if it's possible to customize the dashboard , for  
example to see the open tickets at the top , and upcoming events at  
the bottow etc..


I especially use the reminder tickets but i don't want to see them  
at the right pane instead i want to see them in the main pane.


It doesn't matter how painful it is to change i want to do it :)

I salute all members, otrs programmers and moderators.

Thanks & Regards,

Sarper
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[otrs] Is it possible to change the order (layout) of the dashboard

[Sarper SARIDAL]

Hi all,

My otrs experience is just going great.

Everything is smooth and steady. Now it's time to ask for more :)

I wonder whether if it's possible to customize the dashboard , for example
to see the open tickets at the top , and upcoming events at the bottow etc..


I especially use the reminder tickets but i don't want to see them at the
right pane instead i want to see them in the main pane.

It doesn't matter how painful it is to change i want to do it :)

I salute all members, otrs programmers and moderators.

Thanks & Regards,

Sarper
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Re: [otrs] Implementation advice - Is OTRS suitable for this situation

[Alexander Halle]

Roberto Gomes wrote :
Is OTRS suitable for this, from what Ive been reading it seems almost 
perfect. But I'm having some doubts about implementation.
Should I create a different queue for each email account? The replies 
all need to be answered through the same account from which the user 
sent the email and not some general account.


Hello Roberto,

for each queue you can define which email adress OTRS uses for replies. 
You can also define sub queues for an better overview. So OTRS should 
work for you and optimize your workflow greatly if your team is willing 
to use the OTRS web interface for answering emails.


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] Colors css suse

[Adrián Fernández Leiro]

Never mind

/opt/otrs/var/httpd/htdocs/css/Standard



De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de
Adrián Fernández Leiro
Enviado el: jueves, 22 de octubre de 2009 19:03
Para: 'User questions and discussions about OTRS.'
Asunto: [otrs] Colors css suse



Where is customer-css.dtl on 2.4.5 Suse?



Thanks

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[otrs] Implementation advice - Is OTRS suitable for this situation

[Luís Gomes]

Hello,

I've been assigned a task of solving a inefficiency problem on our company
regarding emails. I'll try to explain the problem first so I can get some
feedback if OTRS is suitable and how should I configure the system if it is.

We deal with a little over 100 different email addresses that must be
monitored and addressed by a team of about 6 people.
Right now, all mail arrives on a single machine running a mail client with
all pop3/imap accounts configured there.
As you might imagine, this is highly unusable and creates problems with the
machine being overloaded as well as problems with the staff that are taking
the following steps to handle these emails:
- They each take turns going to the machine where the mail client is. If
there are new emails they forward them to their workstation.
- They then proceed to reply on their workstation and send their reply to
the mail client machine again.
- Finally they go to the mail machine again and send the message through the
right account to the customer.

The system works like this apparently because in the beginning there wasn't
so many accounts and they didn't want to configure all pop accounts on all
of the staff's workstations.
With time, customer and staff increase, this is now almost unmanageable so
that is why I'm looking into a ticket system to replace this "mail client
machine" and have all staff accessing the system from their worstation.

Now my questions:

Is OTRS suitable for this, from what Ive been reading it seems almost
perfect. But I'm having some doubts about implementation.
Should I create a different queue for each email account? The replies all
need to be answered through the same account from which the user sent the
email and not some general account.

I hope I made myself minimally clear, if not, please feel free to ask
anything.

Thanks in advance.

Roberto Gomes
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[otrs] Colors css suse

[Adrián Fernández Leiro]

Where is customer-css.dtl on 2.4.5 Suse?

 

Thanks

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Re: [otrs] running out of memory

[Alexander Halle]

Martin Gruner wrote :
in your Apache configuration, which value do you have set for 
"MaxRequestsPerChild"? If it is 0, set it to 200, for example. It means that 
Apache recycles the child processes after 200 requests, replacing them with 
fresh ones which do not occupy additional memory yet.


Hi Martin,

it's set to 1 which seems to be a default value, I will adjust this. 
In general your hint lead me to a lot of parameters regarding apache's 
child processes and memory usage. Now I'm on the right path :)


Thanks a lot !

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] running out of memory

[Alexander Halle]

Frank Png wrote :

find out more about ur CPU to see if it performs better for
thread or forked processes. Once u are sure, uncheck the other one.
Thread and forked shouldn't run concurrently.


Hi Frank,

I think this is due to using the Apache's event MPM 
(http://httpd.apache.org/docs/2.2/mod/event.html). Perhaps it's not a 
good choice for a beginner like me. I will read about this whole topic 
and then adjust the configuration.


Many thanks for your advice :)

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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[otrs] strange behavior on notification

[Marco Vannini]

Hi all,
Just to know if someone else had this...

If I try to open a ticket as agent by phone ticket and having notification
event for ownership active, it seams that client receive notification about
ownership of the agent that inserted item either if the ticket is not yet
locked by the same operator. Infact ticket results to be:

open
unlock
in charge (the name of the operator that had compesed the phone-ticket)

but it hasn't in his locked ticket.

This would send to many notification of ownership changes to customer.

I don't know if I was clear enoght... but ... it this the correct behavior ?


Thank you.

Ciao,

MV
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Re: [otrs] Sending email in OTRS--RESOLVED

[Mike Pierce]

I figured it out myself.  For some reason, otrs didn't like the FQDN of
my mailserver for the smtp settings, but rather wanted just the server
name.  I initially had mail.x.org as the host, but changed it to
serverx, and now it sends just fine.

 

Mike Pierce

Northwest Justice Project

401 2nd Ave S, Suite 407

Seattle, WA  98104

206.464.1519 ext. 273

www.nwjustice.org

 

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[otrs] Escalation Questions

[Shue, Daniel G.]

I have just spent the last week and a half neck deep in OTRS with this
2.4 upgrade, guess that's what I get for using Windows.  Got a few
stupid questions for the list about escalations...  First of all, what
is this 'notify by' percentage in the queue escalation properties?
Second, I have a problem with the escalation notification emails being
sent out every time the GenericAgent is ran.  I had it running every 5
mins, so this meant I got an email about a ticket being escalated every
5.  I've changed my crontab to only run the GenericAgent once at 8AM to
send my escalation notices.  This is not the most ideal way of handling
my problem because obviously I might want the GenericAgent to do
something more useful later on.  The most practical solution is to have
the GenericAgent notify as soon as the ticket has escalated, then every
8AM and 4PM of the day.  Anybody faced this problem before or have some
ideas.

 

TIA,

Daniel

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Re: [otrs] running out of memory

[Frank Png]

Hey alex, find out more about ur CPU to see if it performs better for
thread or forked processes. Once u are sure, uncheck the other one.
Thread and forked shouldn't run concurrently.


On 10/22/09, Alexander Halle  wrote:
> Hi,
>
> I have to restart my OTRS server regularly after a couple of days
> because there's no free memory left. I think it isn't the fault of OTRS
> but rather a wrong apache configuration.
>
> So please excuse me for being off topic but I don't know where to start
> troubleshooting. Can someone please lead me in the right direction ?
>
> According to top the memory is used by several httpd2-event processes.
> They spawn over the days until I run out of memory. At the moment I have
> 12 of them using together 75% of 3 GB. At present only 5 people use OTRS
> but I already have to reboot after about one week.
>
> I can't find any documentation to httpd2-event so I can't figure out how
> to control the number of processes reasonable :
>
> OTRS 2.4.4 on OpenSuse 11.1
>
> otrs:~ # httpd2-event -V
> Server version: Apache/2.2.13 (Linux/SUSE)
> [...]
> Architecture:   32-bit
> Server MPM: Event
>threaded: yes (fixed thread count)
>  forked: yes (variable process count)
>
> Thanks in advance.
>
> 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] OTRS with LDAP : research of customer only via e-mail and not by name and first name

[David Holder]

Hi Philippe,

In your config.pm what are your mappings?

Ie check the following lines:

 CustomerUserListFields => ['cn', 'mail'],

CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],

Those are from my LDAP config, which I can search by name.

Regards,


On Thu, Oct 22, 2009 at 2:10 PM, Martignier, Philippe <
philippe.martign...@wipo.int> wrote:

>
>
> Hi there,
>
>
>
> When I search a customer or when I input a new ticket and want to input a
> customer, the research of customer is available only via the e-mail, not
> working with the first name or last name?
>
>
>
> Any idea?
>
>
>
> I have version 2.4.4. and LDAP connection
>
>
>
> As from the database admin there is nothing to do on the LDAP side and I
> want I make a search with LDAP in OTRS (sysconfig) I find nothing about
> index or fields …
>
>
>
> Any idea really welcome as it is quite urgent !
>
>
>
> Many thanks in advance
>
>
>
>
>
> Philippe Martignier
>
> Communications Division
>
> Customer Service Section
>
> Email : philippe.martign...@wipo.int
>
> Phone : 00 41 022 338 72 36
>
> Building : GB I
>
> Office : 2,4
>
>
>
> World Intellectual Property Organization Disclaimer:
>
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>
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[otrs] OTRS with LDAP : research of customer only via e-mail and not by name and first name

[Martignier, Philippe]

Hi there,

When I search a customer or when I input a new ticket and want to input a 
customer, the research of customer is available only via the e-mail, not 
working with the first name or last name?

Any idea?

I have version 2.4.4. and LDAP connection

As from the database admin there is nothing to do on the LDAP side and I want I 
make a search with LDAP in OTRS (sysconfig) I find nothing about index or 
fields ...

Any idea really welcome as it is quite urgent !

Many thanks in advance



Philippe Martignier

Communications Division

Customer Service Section

Email : philippe.martign...@wipo.int

Phone : 00 41 022 338 72 36

Building : GB I

Office : 2,4


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This electronic message may contain privileged, confidential and
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Re: [otrs] 2.4.4 restore.pl Got no EncodeObject!

[Phil Maynard]

Has anybody else had this problem? I am able to restore the server by
doing a manual mysql backup and also saving the otrs settings in
otrs/sysconfig but it would be simpler if I could use the script. I do
not understand why the restore script is complaining about a particular
line in the DB.pm file - I'm used to thinking about restores in file
terms, not line terms. Thanks, Phil
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Re: [otrs] Is it possible to announce server maintenance to all agents in otrs?

[James Morgan]

Depends how tricky you want to be about it.  You could start at the cheapest 
possible end and run OTRS inside of a frameset with the top frame for your 
announcements with a meta refresh tag.  From there you could move up to editing 
the template to put it at the top of the screen.  You could even write some 
Perl to do it.
 
That said, I think you'll find the best solution is something you can run 
independantly of OTRS.  Maybe an instant messenger service like Jabber running 
on the client machines could do the job for you?



From: otrs-boun...@otrs.org on behalf of m...@timocom.com
Sent: Thu 22/10/2009 11:44 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Is it possible to announce server maintenance to all agents 
in otrs?



Thats the way I wanted to solve it, but you know, somethimes that is not enough 
to make announcements by e-mail out of OTRS. Maybe someone has a module/feature 
scripted which does something like a pop up or a box in the dashboard where all 
upcoming events for maintenance are listed in one view. 

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 ---22.10.2009 
14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 
2 Marco Vannini 
---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On 
Thu, Oct 22, 2009 at 2:35 PM, 


  
From:  
Marco Vannini  
  
To:    
"User questions and discussions about OTRS." 
  
Date:  
22.10.2009 14:41
  
Subject:  
 
Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? 
  
Sent by:  
 
otrs-boun...@otrs.org   





http://otrsbox/otrs/index.pl?Action=AdminEmail 
  ? 

On Thu, Oct 22, 2009 at 2:35 PM, mailto:m...@timocom.com> > 
wrote: 

Not really. Lets say, one of the webservers are down for 
maintenance and are not avaible for lets say 2 hours. Then an administrator or 
my boss himselfe want to annouce this to every agent using otrs. Therefore I 
would like to have a modul or an Menu Item where this notifications are 
announced in OTRS and every announce is log. 


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 ---22.10.2009 
14:31:26---Setting something like RewriteEngine 
ON Marco Vannini 
---22.10.2009 14:31:26---Setting something like RewriteEngine ON

  
From:  
Marco Vannini mailto:marco.vann...@gmail.com> >   
  
To:    
"User questions and discussions about OTRS." mailto:otrs@otrs.org> >
  
Date:  
22.10.2009 14:31
  
Subject:  
 
Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? 
 

Re: [otrs] Is it possible to announce server maintenance to all agents in otrs?

[MMoj]

Thats the way I wanted to solve it, but you know, somethimes that is not
enough to make announcements by e-mail out of OTRS. Maybe someone has a
module/feature scripted which does something like a pop up or a box in the
dashboard where all upcoming events for maintenance are listed in one view.

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:   22.10.2009 14:41 
   
  Subject:Re: [otrs] Is it possible to announce server maintenance to all   
agents in otrs?
   
  Sent by:otrs-boun...@otrs.org
   





http://otrsbox/otrs/index.pl?Action=AdminEmail ?

On Thu, Oct 22, 2009 at 2:35 PM,  wrote:


  Not really. Lets say, one of the webservers are down for maintenance
  and are not avaible for lets say 2 hours. Then an administrator or my
  boss himselfe want to annouce this to every agent using otrs.
  Therefore I would like to have a modul or an Menu Item where this
  notifications are announced in OTRS and every announce is log.



  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 ---22.10.2009
  14:31:26---Setting something like RewriteEngine ONMarco Vannini
  ---22.10.2009 14:31:26---Setting something like RewriteEngine ON
   
   
 From: Marco Vannini  
   
   
 To:   "User questions and discussions about OTRS."
   
   
 Date: 22.10.2009 14:31
   
   
 Subject:  Re: [otrs] Is it possible to announce server maintenance to
   all agents in otrs? 
   
   
 Sent by:  otrs-boun...@otrs.org   
   






  Setting something like

  RewriteEngine ON
  RewriteLog logs/rewrite.log
  RewriteLogLevel  0
  RewriteCond %{REQUEST_URI} /otrs/index.pl
  RewriteRule ^.*$ /outoforderforagent.html


  in apache and simply restart it ?


  On Thu, Oct 22, 2009 at 2:22 PM,  wrote:
  Hey Ppl,

  I have a technical problem and don´t really know how to
  solve it. My Boss want a function or a module that
  administrators or himself can announce server maintenance
  or problems with the network or issues which have to be
  known by all agents.
  I thought I might get things done by using the Agent Info
  module, but it is not working how my Boss would like to
  it to work.

  Any suggestions how to solve such a problem or any help
  where to get a feature like this?



  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

Re: [otrs] Is it possible to announce server maintenance to all agents in otrs?

[Marco Vannini]

http://otrsbox/otrs/index.pl?Action=AdminEmail ?

On Thu, Oct 22, 2009 at 2:35 PM,  wrote:

> Not really. Lets say, one of the webservers are down for maintenance and
> are not avaible for lets say 2 hours. Then an administrator or my boss
> himselfe want to annouce this to every agent using otrs. Therefore I would
> like to have a modul or an Menu Item where this notifications are announced
> in OTRS and every announce is log.
>
> 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 ---22.10.2009
> 14:31:26---Setting something like RewriteEngine ON]Marco Vannini
> ---22.10.2009 14:31:26---Setting something like RewriteEngine ON
>
>
> From:
> Marco Vannini 
> To:
> "User questions and discussions about OTRS." 
> Date:
> 22.10.2009 14:31
> Subject:
> Re: [otrs] Is it possible to announce server maintenance to all agents in
> otrs?
> Sent by:
> otrs-boun...@otrs.org
> --
>
>
>
> Setting something like
>
> RewriteEngine ON
> RewriteLog logs/rewrite.log
> RewriteLogLevel  0
> RewriteCond %{REQUEST_URI} /otrs/*index.pl* 
> RewriteRule ^.*$ /outoforderforagent.html
>
>
> in apache and simply restart it ?
>
>
> On Thu, Oct 22, 2009 at 2:22 PM, <*m...@timocom.com* >
> wrote:
>
>Hey Ppl,
>
>   I have a technical problem and don´t really know how to solve it. My
>   Boss want a function or a module that administrators or himself can 
> announce
>   server maintenance or problems with the network or issues which have to 
> be
>   known by all agents.
>   I thought I might get things done by using the Agent Info module,
>   but it is not working how my Boss would like to it to work.
>
>   Any suggestions how to solve such a problem or any help where to get
>   a feature like this?
>
>
>   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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Re: [otrs] Is it possible to announce server maintenance to all agents in otrs?

[MMoj]

Not really. Lets say, one of the webservers are down for maintenance and
are not avaible for lets say 2 hours. Then an administrator or my boss
himselfe want to annouce this to every agent using otrs. Therefore I would
like to have a modul or an Menu Item where this notifications are announced
in OTRS and every announce is log.

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:   22.10.2009 14:31 
   
  Subject:Re: [otrs] Is it possible to announce server maintenance to all   
agents in otrs?
   
  Sent by:otrs-boun...@otrs.org
   





Setting something like

RewriteEngine ON
RewriteLog logs/rewrite.log
RewriteLogLevel  0
RewriteCond %{REQUEST_URI} /otrs/index.pl
RewriteRule ^.*$ /outoforderforagent.html


in apache and simply restart it ?


On Thu, Oct 22, 2009 at 2:22 PM,  wrote:


  Hey Ppl,

  I have a technical problem and don´t really know how to solve it. My
  Boss want a function or a module that administrators or himself can
  announce server maintenance or problems with the network or issues
  which have to be known by all agents.
  I thought I might get things done by using the Agent Info module, but
  it is not working how my Boss would like to it to work.

  Any suggestions how to solve such a problem or any help where to get
  a feature like this?



  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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Re: [otrs] Is it possible to announce server maintenance to all agents in otrs?

[Marco Vannini]

Setting something like
RewriteEngine ON
RewriteLog logs/rewrite.log
RewriteLogLevel  0
RewriteCond %{REQUEST_URI} /otrs/index.pl
RewriteRule ^.*$ /outoforderforagent.html


in apache and simply restart it ?


On Thu, Oct 22, 2009 at 2:22 PM,  wrote:

> Hey Ppl,
>
> I have a technical problem and don´t really know how to solve it. My Boss
> want a function or a module that administrators or himself can announce
> server maintenance or problems with the network or issues which have to be
> known by all agents.
> I thought I might get things done by using the Agent Info module, but it is
> not working how my Boss would like to it to work.
>
> Any suggestions how to solve such a problem or any help where to get a
> feature like this?
>
>
> 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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> 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] Is it possible to announce server maintenance to all agents in otrs?

[MMoj]

Hey Ppl,

I have a technical problem and don´t really know how to solve it. My Boss
want a function or a module that administrators or himself can announce
server maintenance or problems with the network or issues which have to be
known by all agents.
I thought I might get things done by using the Agent Info module, but it is
not working how my Boss would like to it to work.

Any suggestions how to solve such a problem or any help where to get a
feature like this?



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

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[otrs] SQL Server customer data backend

[Dunn, Jeff]

All,

 

Apologies if this has been round before, but I am new to OTRS, and perl
and apache.

 

I have installed OTRS 2.4.5 on a Windows 2003 server box, using all the
default settings.

 

I want to collect customer data from a SQL Server database on another
box, and have set up an ODBC connection to that box.

 

In Defaults.pm I have set up the following as described in the admin
manual:

 

$Self->{CustomerUser2} = {

Name   => 'Customer Database Backend',

Module => 'Kernel::System::CustomerUser2::DB',

Params => {

# if you want to use an external database, add the

# required settings

DSN => 'DBD:odbc:Intranet',

User => 'sa',

Password => '',

Table => 'vwOTRS_LocationData', 

 

But get error : "Unknown database type! Set option Database::Type in
Kernel/Config.pm to (mysql|postgresql|oracle|db2|mssql)."

 

If I change the DSN to be :

DSN => 'DBI:mssql:database=intranet;host=europa',

 

I get the error :
 
install_driver(mssql) failed: Can't locate DBD/mssql.pm in @INC (@INC
contains: ../../ C:/Program
Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/cpan-lib C:/Program
Files/OTRS/OTRS/bin/cgi-bin/../..
C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib
C:/PROGRA~1/OTRS/StrawberryPerl/perl/site/lib . C:/Program
Files/OTRS/OTRS/bin/cgi-bin/../.. C:/Program
Files/OTRS/OTRS/bin/cgi-bin/../../Kernel/cpan-lib) at (eval 61) line 3.
Perhaps the DBD::mssql perl module hasn't been fully installed,

 

Has anybody had this sort of error?

 

Any help appreciated.

 

Thank you

 

Jeff Dunn

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Re: [otrs] Can't connect to mail server

[Markus Esche]

Hi,

may be you can try to connect via SSL to the POP3S Port:
$ openssl s_client -host mail.xxx.com -port 995

-Markus

On Oct 22, 2009, at 10:26 AM, Adrián Fernández Leiro wrote:

I can't tell anymore useful about your problem, sorry.
-Mensaje original-


System trace says:

Error: POP3S: Can't connect to mail.xxx.com

ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: freebsd Time: Thu Oct 22  
15:54:03 2009


Message: POP3S: Can't connect to mail.xxx.com

Traceback (32719):
  Module: Kernel::System::MailAccount::POP3S::Fetch (v1.10) Line: 113
  Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line:  
380

  Module: Kernel::Modules::AdminMailAccount::Run (v1.7) Line: 62
  Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819
  Module: /usr/local/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48


--

Markus Esche
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] Priority sort

[Emily Flynn]

Thanks for the suggestions guys, the reason I wanted to get rid of 
priority sort is because we had set OTRS to display closed tickets and so 
some closed tickets that had had a high priority were displaying before 
more recently created open tickets so it was confusing!

We decided to get rid of the closed tickets display anyway so its not so 
much of an issue now.

Thanks!

Emily



From:
Shawn Beasley 
To:
"User questions and discussions about OTRS." 
Date:
19/10/2009 13:02
Subject:
Re: [otrs] Priority sort
Sent by:
otrs-boun...@otrs.org



Hi Emily,

On Oct 19, 2009, at 1:47 PM, Alexander Halle wrote:

> Emily Flynn wrote :
>> Does anyone know how to get rid of the sort by priority in queue? 
>> I just want to sort tickets in queues by age as priority levels 
>> aren't really used at the minute.
>

It kind of defeats the purpose of using priorities, when you do not 
prioritize. Please think about using the default functionality as 
designed. You can turn off the priority fields throughout OTRS and/or 
use and ACL to blend out all other priorities other then the default 
level, so that these fields cannot be used, as an alternative. The 
only screens not possible to turn the functionality off is the phone 
and email ticket. So an ACL will take care of that.

> Hello Emily,
>
> AFAIK this is builtin and not configurable.
>  q 
> You can only change the secondary sort criterion. So if you really 
> don't need priorities then you could as a workaround use the same 
> priority for all tickets to eliminate this builtin first sort 
> criterion.

You are very right. This is hard coded in AgentTicketQueue.pm

 else {

157 
 %Sort = (

158 
 SortBy  => [ 'Priority', $SortBy ],

159 
 OrderBy => [ 'Down', $OrderBy ],

160 
 );

161  }


>
> Also you could use the small view where you can sort tickets 
> manually by each row.

This is also a good alternative. Thanks for the tip and supporting 
your fellow members!

@Emily, you can turn off the sorting, with a little Perl knowledge. 
But, as you have heard some good alternatives, I recommend not doing 
it. Just a tip!

--

Shawn Beasley
sh...@otrs.org

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




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Re: [otrs] running out of memory

[Martin Gruner]

Hi Alexander,

in your Apache configuration, which value do you have set for 
"MaxRequestsPerChild"? If it is 0, set it to 200, for example. It means that 
Apache recycles the child processes after 200 requests, replacing them with 
fresh ones which do not occupy additional memory yet.

Regards, Martin

Am Donnerstag, 22. Oktober 2009 11:26:35 schrieb Alexander Halle:
> Hi,
> 
> I have to restart my OTRS server regularly after a couple of days
> because there's no free memory left. I think it isn't the fault of OTRS
> but rather a wrong apache configuration.
> 
> So please excuse me for being off topic but I don't know where to start
> troubleshooting. Can someone please lead me in the right direction ?
> 
> According to top the memory is used by several httpd2-event processes.
> They spawn over the days until I run out of memory. At the moment I have
> 12 of them using together 75% of 3 GB. At present only 5 people use OTRS
> but I already have to reboot after about one week.
> 
> I can't find any documentation to httpd2-event so I can't figure out how
> to control the number of processes reasonable :
> 
> OTRS 2.4.4 on OpenSuse 11.1
> 
> otrs:~ # httpd2-event -V
> Server version: Apache/2.2.13 (Linux/SUSE)
> [...]
> Architecture:   32-bit
> Server MPM: Event
>threaded: yes (fixed thread count)
>  forked: yes (variable process count)
> 
> Thanks in advance.
> 
> 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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-- 
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] is not resolving in the subject line

[Julian Junge]

Title: signature julian futurlink generic




Hi John, 

I was facing the same issue, the solution was rather simple, her a copy
of answer / auto-response subject line:



This includes the ticketnumber  + the  first 24  symbols  of the
customers subject  in to the  subject of your/auto response.

Changing the [24] increases/decreses the number of taken over symbols.

Good luck,

john espiro wrote:

  
  
  Hi everyone...
  
I am running OTRS 2.4 on Linux.
  
I am trying to use  in the subect line
of an autoresponse that goes out when a new ticket is received.
  
My template subject looks like this:
  Re:
 
  
However, the output on the oitgoing messages appears as:
  [Ticket#200910171058]
 
  
I am a bit confused as to why the "Re:" doesn't appear, and whe the two
variables are showing up as the variable names.
  
In the body of the email I use the same variable and it works just fine:
  
  
  
Ticket Number: 
Ticket ID: 
Ticket Queue: 
Ticket Current State: 
  
looks like:
Ticket Number: 200910171058
Ticket ID: 31
Ticket Queue: Show
Ticket Current State: new
  
  I found this bug: http://bugs.otrs.org/show_bug.cgi?id=785
which indicates that this problem was fixed...
  
John
  
  
  


-- 




  
Julian Junge
  




  
 FuturLink 
  
  
 

  


 


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[otrs] running out of memory

[Alexander Halle]

Hi,

I have to restart my OTRS server regularly after a couple of days 
because there's no free memory left. I think it isn't the fault of OTRS 
but rather a wrong apache configuration.


So please excuse me for being off topic but I don't know where to start 
troubleshooting. Can someone please lead me in the right direction ?


According to top the memory is used by several httpd2-event processes. 
They spawn over the days until I run out of memory. At the moment I have 
12 of them using together 75% of 3 GB. At present only 5 people use OTRS 
but I already have to reboot after about one week.


I can't find any documentation to httpd2-event so I can't figure out how 
to control the number of processes reasonable :


OTRS 2.4.4 on OpenSuse 11.1

otrs:~ # httpd2-event -V
Server version: Apache/2.2.13 (Linux/SUSE)
[...]
Architecture:   32-bit
Server MPM: Event
  threaded: yes (fixed thread count)
forked: yes (variable process count)

Thanks in advance.

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
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Re: [otrs] Can't connect to mail server

[Altangerel]

Adrián Fernández Leiro wrote:


No, sorry, I didn’t explain myself right.

As admin user, on Config, last column, System Trace. It’s a log.

It’s on /var/log/user.log too.

That should give you the answer to what is going on with emails (I 
hope so).


I check /var/log/messages (system log on admin area) log permanently. It 
says something like that I sent before:


Thu Oct 22 16:10:02 2009 	error 	OTRS-PMAccount-10 	POP3S: Can't connect 
to mail.xxx.com




*De:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *En nombre 
de *Marco Vannini

*Enviado el:* jueves, 22 de octubre de 2009 9:55
*Para:* User questions and discussions about OTRS.
*Asunto:* Re: [otrs] Can't connect to mail server

/opt/otrs/bin/otrs.checkModules.pl  output ?

...

o Mail::POP3Client...ok (v2.18 )

o IO::Socket::SSL.ok (v1.23)

...

It say something like this ?


I think there is no problem.

o Net::POP3..ok (v2.29)
o Mail::POP3Client...ok (v2.18 )
o IO::Socket::SSL.ok (v1.31)
o Net::IMAP::Simple..ok (v1.1907)
o Net::IMAP::Simple::SSL..Not installed! (Optional - Required for 
SSL connections.)

o Net::SMTP..ok (v2.31)
o Authen::SASLok (v2.13)
o Net::SMTP::SSL..ok (v1.01)

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Re: [otrs] Can't connect to mail server

[Adrián Fernández Leiro]

Hi:
I can't tell anymore useful about your problem, sorry.

-Mensaje original-
De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de
Altangerel
Enviado el: jueves, 22 de octubre de 2009 10:06
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] Can't connect to mail server

Adrián Fernández Leiro wrote:
> What does the System Trace say?
>
Hi Leiro,

System trace says:

Error: POP3S: Can't connect to mail.xxx.com

ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: freebsd Time: Thu Oct 22 15:54:03 2009

Message: POP3S: Can't connect to mail.xxx.com

Traceback (32719):
   Module: Kernel::System::MailAccount::POP3S::Fetch (v1.10) Line: 113
   Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380
   Module: Kernel::Modules::AdminMailAccount::Run (v1.7) Line: 62
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819
   Module: /usr/local/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48



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Re: [otrs] Can't connect to mail server

[Altangerel]

Adrián Fernández Leiro wrote:

What does the System Trace say?
  

Hi Leiro,

System trace says:

Error: POP3S: Can't connect to mail.xxx.com

ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: freebsd Time: Thu Oct 22 15:54:03 2009

Message: POP3S: Can't connect to mail.xxx.com

Traceback (32719):
  Module: Kernel::System::MailAccount::POP3S::Fetch (v1.10) Line: 113
  Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380
  Module: Kernel::Modules::AdminMailAccount::Run (v1.7) Line: 62
  Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819
  Module: /usr/local/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48



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Re: [otrs] Can't connect to mail server

[Adrián Fernández Leiro]

No, sorry, I didn’t explain myself right.

As admin user, on Config, last column, System Trace. It’s a log.

It’s on /var/log/user.log too.

That should give you the answer to what is going on with emails (I hope
so).



De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de
Marco Vannini
Enviado el: jueves, 22 de octubre de 2009 9:55
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] Can't connect to mail server



/opt/otrs/bin/otrs.checkModules.pl output ?



...

   o Mail::POP3Client...ok (v2.18 )

  o IO::Socket::SSL.ok (v1.23)

...



It say something like this ?







On Thu, Oct 22, 2009 at 9:51 AM, Altangerel 
wrote:

Marco Vannini wrote:

Did you try to manually telnet mail.xxx.com  995 from
the otrs box ?


Yeah, I did it and connection established. You can see the result:

otrs# telnet mail.xxx.com 995
Trying xxx.xxx.xxx.xxx...
Connected to mail.xxx.com.
Escape character is '^]'.


Also, I can connect to mail server with 25 port and send email properly.
But OTRS cannot send and receive email :(


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Re: [otrs] Can't connect to mail server

[Marco Vannini]

/opt/otrs/bin/otrs.checkModules.pl output ?
...
   o Mail::POP3Client...ok (v2.18 )
  o IO::Socket::SSL.ok (v1.23)
...

It say something like this ?



On Thu, Oct 22, 2009 at 9:51 AM, Altangerel  wrote:

> Marco Vannini wrote:
>
>> Did you try to manually telnet mail.xxx.com  995
>> from the otrs box ?
>>
>
> Yeah, I did it and connection established. You can see the result:
>
> otrs# telnet mail.xxx.com 995
> Trying xxx.xxx.xxx.xxx...
> Connected to mail.xxx.com.
> Escape character is '^]'.
>
>
> Also, I can connect to mail server with 25 port and send email properly.
> But OTRS cannot send and receive email :(
>
>
> -
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Re: [otrs] Can't connect to mail server

[Adrián Fernández Leiro]

What does the System Trace say?


-Mensaje original-
De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de
Altangerel
Enviado el: jueves, 22 de octubre de 2009 9:51
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] Can't connect to mail server

Marco Vannini wrote:
> Did you try to manually telnet mail.xxx.com  995 
> from the otrs box ?

Yeah, I did it and connection established. You can see the result:

otrs# telnet mail.xxx.com 995
Trying xxx.xxx.xxx.xxx...
Connected to mail.xxx.com.
Escape character is '^]'.


Also, I can connect to mail server with 25 port and send email properly. 
But OTRS cannot send and receive email :(


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Re: [otrs] Can't connect to mail server

[Altangerel]

Marco Vannini wrote:
Did you try to manually telnet mail.xxx.com  995 
from the otrs box ?


Yeah, I did it and connection established. You can see the result:

otrs# telnet mail.xxx.com 995
Trying xxx.xxx.xxx.xxx...
Connected to mail.xxx.com.
Escape character is '^]'.


Also, I can connect to mail server with 25 port and send email properly. 
But OTRS cannot send and receive email :(



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Re: [otrs] How to enable Agentinfo without messing up OTRS

[MMoj]

Well, I´m using OTRS 2.4.5 and I can enable the feature but I do not realy
now how it Works, and how an Agent can create new messages without editing
the AgentInfo.dtl on the Server.

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:   22.10.2009 09:36 
   
  Subject:Re: [otrs] How to enable Agentinfo without messing up OTRS
   
  Sent by:otrs-boun...@otrs.org
   





what version are you using ? did you try to search it on the file system in
(eg. ls /opt/otrs/Kernel/Modules/AgentInfo* ) ?
2.4.5 seems to have it (I have it and it is 3312 bytes).

On Thu, Oct 22, 2009 at 7:24 AM,  wrote:


  This is the Message I get when I configure Agentinfo . can
  someone help me out ?

  Message: Module Kernel/Modules/Agentinfo.pm not found!

  Traceback (32374):
  Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line:
  182
  Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48

  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 MMoj---21.10.2009 14:52:34---Hey, I need to
  test the Agentinfo feature of OTRS, but everytime I enabl
  MMoj---21.10.2009 14:52:34---Hey, I need to test the Agentinfo
  feature of OTRS, but everytime I enable this



   
   
 From: m...@timocom.com
   
   
 To:   otrs@otrs.org   
   
   
 Date: 21.10.2009 14:52
   
   
 Subject:  [otrs] How to enable Agentinfo without messing up OTRS
   
   
 Sent by:  otrs-boun...@otrs.org   
   





  Hey,

  I need to test the Agentinfo feature of OTRS, but everytime I enable
  this feater the system chrashes and tells me that a Template is
  missing. Is there a way to work around this behavior?

  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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Re: [otrs] How to enable Agentinfo without messing up OTRS

[Marco Vannini]

what version are you using ? did you try to search it on the file system in
(eg. ls /opt/otrs/Kernel/Modules/AgentInfo* ) ?2.4.5 seems to have it (I
have it and it is 3312 bytes).

On Thu, Oct 22, 2009 at 7:24 AM,  wrote:

> This is the Message I get when I configure Agentinfo . can someone help
> me out ?
>
> Message: Module Kernel/Modules/Agentinfo.pm not found!
>
> Traceback (32374):
> Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 182
> Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48
>
> 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 MMoj---21.10.2009 14:52:34---Hey, I need
> to test the Agentinfo feature of OTRS, but everytime I enabl]MMoj---21.10.2009
> 14:52:34---Hey, I need to test the Agentinfo feature of OTRS, but everytime
> I enable this
>
>
> From:
> m...@timocom.com
> To:
> otrs@otrs.org
> Date:
> 21.10.2009 14:52
> Subject:
> [otrs] How to enable Agentinfo without messing up OTRS
> Sent by:
> otrs-boun...@otrs.org
> --
>
>
>
> Hey,
>
> I need to test the Agentinfo feature of OTRS, but everytime I enable this
> feater the system chrashes and tells me that a Template is missing. Is there
> a way to work around this behavior?
>
> 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
>
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>
>
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Re: [otrs] OpenNMS integration

[Michiel Beijen]

You're right, there is no Ubuntu (or debian) package for  SOAP::DateTime.
Luckily it is just a one file install via the CPAN. Just make sure you run
CPAN as root! Otherwise you'd install the package only for the current user,
and not for *www-data* and/or *otrs*.

I have suggested to the package maintainer of the OpenNMS integration to
just include the SOAP::DateTime package in otrs/Kernel/cpan-lib so the
installation experience will improve.
-- 
Michiel Beijen
R&D
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) and get to know more about
OTRS  at booth no. 12 from Nov 24-25, 2009!

On Thu, Oct 22, 2009 at 4:35 AM, Wesley Song  wrote:

>  I’m using Ubuntu 9.04, so I did a “apt-get install libsoap-lite-perl”
> which was already installed.  Is there another package that might go along
> with this that needs to be manually installed?
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
> *Marco Vannini
> *Sent:* Wednesday, October 21, 2009 1:54 AM
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] OpenNMS integration
>
>
>
> Hi,
>
>
>
> Try install perl-SOAP-Lite from your distro repository as like as yum
> install perl-SOAP-Lite for rh like systems if you can.
>
>
>
> LUK
>
>
>
> MV
>
> On Wed, Oct 21, 2009 at 12:48 AM, Wesley Song  wrote:
>
> 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*
>
> [image: http://www.roomlinx.com/images/roomlinx.jpg]
>
>
>
>
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Re: [otrs] Can't connect to mail server

[Marco Vannini]

Did you try to manually telnet mail.xxx.com 995 from the otrs box ?
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[otrs] RFC: Extend a faq question

[Javier Barroso]

I think I reached the same message that in FAQ# 4200185 [1], but I
think it was receiving a mail with rare encoding in the subject (I
think it is a bug in otrs) (Until I not erased this mail .

Can anybody from here add this case to this faq question?

Thanks

[1] http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=185
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