date:20100106

Re: [otrs] how to limit customer queue

2010-01-06 Thread Krasznay László

Hello martin, Alexander,

Thanks for your help, it did solve my problem!

Laszlo

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IT Vezető
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Email: lkrasz...@e77.hu
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-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Alexander Halle
Sent: Wednesday, January 06, 2010 6:15 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] how to limit customer queue

Krasznay László wrote :
> Then only remains one question! Where do i modify this link? Looked in 
> CustomerNavigationBar.dtl but there is no link.

Hello Laszlo,

you find it in SysConfig in 
CustomerFrontend::Module###CustomerTicketMessage.

Regards

Alexander

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Re: [otrs] AgentTicketCompose incredibly slow

2010-01-06 Thread Obee, Daniel

Bingo!

Removed the MX Check and it works like charm. The rest will be taken care of 
later by the linux pros.

A bucket of thanks Martin and hope to see you sometimes

Daniel


Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Martin 
Edenhofer
Gesendet: Mittwoch, 6. Januar 2010 19:06
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] AgentTicketCompose incredibly slow

Hi Daniel,

On 06.01.2010, at 16:35, Obee, Daniel wrote:


Since a couple of days, reaction on the AgentTicketCompose is incredibly slow.

It takes between 20 and 40 seconds to load the mail mask after clicking (for 
example) "empty answer". The phenomenon appeared after a major crash of the 
file system in which we also lost some of the plain text articles. Maybe 
there's a relation, maybe not...

Any other requests are entirely okay in response, so we're pretty much clueless.

I guess it's not OTRS related. :)

Do you know if CheckMX is enabled? In this case OTRS checks the DNS records of 
the mail exchanger for the recipients (to let the agent know if it's possible 
to send an email to the recipient).

It's configured in SysConfig -> Framework -> Core -> CheckMXRecord.

If yes, can it be, that the DNS server which is configured on your OTRS machine 
is not reachable anymore? In this case OTRS needs to wait for an timeout (it 
depends on the amount of recipients for each per default about 12 sek.).

If it's unix/linux you can verify if DNS is configured correctly by:

shell> cat /etc/resolv.conf
domain xxx.box
nameserver 192.168.178.1

shell> ping 192.168.178.1
64 bytes from 192.168.178.1: icmp_seq=0 ttl=64 time=341 ms
[...]

shell> host -t mx myhammer.de
myhammer.de mail is handled by 10 
mx02-berlin.abacho.net.
shell>

 -Martin
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Re: [otrs] Agent Notifications are not sent, plz help

2010-01-06 Thread Arpit2 G

Hello Martin,
It's working now, i didn't know that you have to make separate entry for
notification sender email in framework-> core. I entered my email Address
there and it's working now.

Regards
Arpit Gupta




   
  From:   Arpit2 G
   

   
  To: "User questions and discussions about OTRS."   
   

   
  Cc: otrs-boun...@otrs.org 
   

   
  Date:   01/07/2010 09:40 AM   
   

   
  Subject:Re: [otrs] Agent Notifications are not sent, plz help 
   

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

   





Hello Martin,
tnx for reply. I added the complete email address which i am using for
smtp , in SendmailNotificationEnvelopeFrom but still getting same error :

  [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto
  response (SendAutoReply) for Ticket [201001061084]
  (TicketID=58,ArticleID=112) to ' '.
  [Wed Jan  6 11:00:10
  2010][Error][Kernel::System::Email::SMTP::Send][149] Can't send
  message: 454Start mail input; end with . 5.7.3 Client
  does not have permission to Send As this sender. ! Enable Net::SMTP
  debug for more info!



Arpit Gupta




  From:   Martin Edenhofer 


  To: "User questions and discussions about OTRS." 


  Date:   01/06/2010 06:45 PM


  Subject:Re: [otrs] Agent Notifications are not sent, plz help


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







Hi Arpit,

did you try to set a "SendmailNotificationEnvelopeFrom"?

SysConfig -> Group "Framework" -> Subgroup "Core::Sendmail" -> Just enter
an valid envelope from email address for outgoing notifications.

-Martin

On 06.01.2010, at 14:05, Arpit2 G wrote:


  Hello Everyone,
  I am using otrs 2.4.5 with ITSM 1.3.2 on windows 2008 server. I am
  facing
  one issue: when a user creates a ticket, auto reply is working fine
  but
  Agent notifications are not working. In preferences they are set to
  yes.
  Please see the log below and guide me what am i missing here.


  [Wed Jan  6 11:00:09
  2010][Notice][Kernel::System::Ticket::TicketCreate]
  New Ticket [201001061084/Hi Demo Ticket] created
  (TicketID=58,Queue=1st
  Level::XXX,Priority=2-Normal,State=new)
  [Wed Jan  6 11:00:10
  2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent
  email to
  ' ' from 'OTRS System '.
  HistoryType =>
  SendAutoReply, Subject => [Ticket#201001061084] RE: Hi Demo
  Ticket;
  [Wed Jan  6 11:00:10
  2010][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent
  auto
  response (SendAutoReply) for Ticket [201001061084] (TicketID=58,
  ArticleID=112) to ' '.
  [Wed Jan  6 11:00:10
  2010][Error][Kernel::System::Email::SMTP::Send][149]
  Can't send message: 454Start mail input; end with .
  5.7.3 Client does not have permission to Send As this sender.
  ! Enable Net::SMTP debug for more info!
  [Wed Jan  6 11:00:10
  2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification]
  Sent
  agent 'NewTicket' notification to ' '.
  [Wed Jan  6 11:00:11
  2010][Error][Kernel::System::Email::SMTP::Send][149]
  Can't send message: 454Start mail input; end with .
  5.7.3 Client does not have permission to Send As this sender.
  ! Enable Net::SMTP debug for more info!
  [Wed Jan  6 11:00:11
  2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification]
  Sent
  agent 'NewTicket' notification to ' '.
  [Wed Jan  6 11:00:12
  2010][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched
  1
  email(s) from otrs1/XXX.

  Regards
  Arpit Gupta

  =-=-=
  Notice: The in

[otrs] Can't encrypt using PGP

2010-01-06 Thread Adriel T. Desautels


Hi List,
	We are trying to encrypt our tickets using your GPG functionality.   
When we do, we get the following error and the ticket is sent clear  
text.


Jan  6 23:56:45 ruiner OTRS-CGI-10[24836]: [Error] 
[Kernel::System::Crypt::PGP::Crypt][Line:118]: Can't crypt with Key  
404C896C: gpg: WARNING: standard input reopened#012!


How do I fix this?







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Re: [otrs] how to limit customer queue

2010-01-06 Thread Sourabh Sarwate

Hi All,

One more question regarding this what if I want the customer can see
different queue w.r.t. the product they Purchase; For Ex..

In my setup I created  queue  on the basis of product like (Monitor, CPU
etc)

1) If  A customer   purchase monitor  only from our company so in its
customer interface he will be able to see only Monitor queue.
2) If B customer purchase  monitor and CPU both from  our company so in its
customer interface he will be able to see both the queue.

Is it possible we can manage the queue like that.

Regards
Sourabh  Sarwate





2010/1/6 Alexander Halle 

> Krasznay László wrote :
>
>  Then only remains one question! Where do i modify this link? Looked in
>> CustomerNavigationBar.dtl but there is no link.
>>
>
> Hello Laszlo,
>
> you find it in SysConfig in
> CustomerFrontend::Module###CustomerTicketMessage.
>
> 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] Agent Notifications are not sent, plz help

2010-01-06 Thread Arpit2 G

Hello Martin,
tnx for reply. I added the complete email address which i am using for
smtp , in SendmailNotificationEnvelopeFrom but still getting same error :

  [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto
  response (SendAutoReply) for Ticket [201001061084]
  (TicketID=58,ArticleID=112) to ' '.
  [Wed Jan  6 11:00:10
  2010][Error][Kernel::System::Email::SMTP::Send][149] Can't send
  message: 454Start mail input; end with . 5.7.3 Client
  does not have permission to Send As this sender. ! Enable Net::SMTP
  debug for more info!



Arpit Gupta




   
  From:   Martin Edenhofer   
 

   
  To: "User questions and discussions about OTRS."   
   

   
  Date:   01/06/2010 06:45 PM   
   

   
  Subject:Re: [otrs] Agent Notifications are not sent, plz help 
   

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

   





Hi Arpit,

did you try to set a "SendmailNotificationEnvelopeFrom"?

SysConfig -> Group "Framework" -> Subgroup "Core::Sendmail" -> Just enter
an valid envelope from email address for outgoing notifications.

-Martin

On 06.01.2010, at 14:05, Arpit2 G wrote:


  Hello Everyone,
  I am using otrs 2.4.5 with ITSM 1.3.2 on windows 2008 server. I am
  facing
  one issue: when a user creates a ticket, auto reply is working fine
  but
  Agent notifications are not working. In preferences they are set to
  yes.
  Please see the log below and guide me what am i missing here.


  [Wed Jan  6 11:00:09
  2010][Notice][Kernel::System::Ticket::TicketCreate]
  New Ticket [201001061084/Hi Demo Ticket] created
  (TicketID=58,Queue=1st
  Level::XXX,Priority=2-Normal,State=new)
  [Wed Jan  6 11:00:10
  2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent
  email to
  ' ' from 'OTRS System '.
  HistoryType =>
  SendAutoReply, Subject => [Ticket#201001061084] RE: Hi Demo
  Ticket;
  [Wed Jan  6 11:00:10
  2010][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent
  auto
  response (SendAutoReply) for Ticket [201001061084] (TicketID=58,
  ArticleID=112) to ' '.
  [Wed Jan  6 11:00:10
  2010][Error][Kernel::System::Email::SMTP::Send][149]
  Can't send message: 454Start mail input; end with .
  5.7.3 Client does not have permission to Send As this sender.
  ! Enable Net::SMTP debug for more info!
  [Wed Jan  6 11:00:10
  2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification]
  Sent
  agent 'NewTicket' notification to ' '.
  [Wed Jan  6 11:00:11
  2010][Error][Kernel::System::Email::SMTP::Send][149]
  Can't send message: 454Start mail input; end with .
  5.7.3 Client does not have permission to Send As this sender.
  ! Enable Net::SMTP debug for more info!
  [Wed Jan  6 11:00:11
  2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification]
  Sent
  agent 'NewTicket' notification to ' '.
  [Wed Jan  6 11:00:12
  2010][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched
  1
  email(s) from otrs1/XXX.

  Regards
  Arpit Gupta

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Re: [otrs] SMTP Configuration For OTRS

2010-01-06 Thread Sourabh Sarwate

Hi ,

 Yes I am able to send the mail via SMTPS on windows server.

Regards
Sourabh Sarwate

On Thu, Jan 7, 2010 at 12:25 AM, dnk  wrote:

> Hey Sourabh Sarwate sourabh2783 at gmail.com,
>
> Did you ever get this one figured out? Can you send via SMTPS now?
>
> D
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[otrs] Error when clicking the stats icon in otrs

2010-01-06 Thread Jose Luis Spahr

Hi There,

When I click the Stats icon in OTRS (logged in as an Agent), I get the 
following error:

Can't locate object method "GetObjectName" via package
"Kernel::System::Stats::Static::StateAction" at
/opt/otrs//Kernel/System/Stats.pm line 2234

My System configuration is:

OTRS 2.4.5
Red Hat Enterprise Linux Server release 5.4
Apache 2
Oracle database

Any help would be greatly appreciated.
Thank you in advance.

Jose Luis Spahr

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Re: [otrs] is there a way to set a ticket to auto open?

2010-01-06 Thread Marco Vannini

D,
Why not use the pending reminder state fixing a date for the remind period ?
otherwise you can create new states like "on hold" or "working by other/3rd
party"

MV

On Wed, Jan 6, 2010 at 6:43 PM, Dominic Burns  wrote:

> We use the ticket system to also track bugs we are waiting on fixes for. I
> would like to close a ticket and have in reopen say in a month or so.
>
> D.
>
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Re: [otrs] New setup questions - smtps, faq, mod_perl

2010-01-06 Thread dnk

Well to comment on this one, but if i use SMTP (not SMTPS), it works with my 
authentication, and port 587.

Just not SMTPS.

D

On 2010-01-06, at 10:47 AM, dnk wrote:

> 3) I am using smtps (Core::Sendmail) for my mail server as it requires a TLS 
> connection on port 587.

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Re: [otrs] user definable ticket type localisation

2010-01-06 Thread Nils Leideck - ITSM

Hi Martin,

On 06.01.2010, at 14:10, Martin Edenhofer wrote:

> per default it's not possible to translate ticket types. OTRS is handling it 
> like a queue or a free text field (not translated).
> We plan to support this kind of localization for future OTRS releases (about 
> 3.2 or later, it's not scheduled right now).  

I like the TicketTypes to be language independent, but I just ask myself why is 
it possible to translate Services, SLAs, Impacts, Priorities, etc. but 
TicketTypes, FreeTextKeys and FreeTextValues?

Many thanks for your software to be free ;-)

Nils Leideck 

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Senior Consultant

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nils.leid...@otrs.com

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Re: [otrs] SMTP Configuration For OTRS

2010-01-06 Thread dnk

Hey Sourabh Sarwate sourabh2783 at gmail.com,

Did you ever get this one figured out? Can you send via SMTPS now?

D
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Re: [otrs] New setup questions - smtps, faq, mod_perl

2010-01-06 Thread dnk

Ok, I got it working. Stupid mistake,

There was a use statement that had to be uncommented. I thought it was meant to 
be a comment. doh!

SO to confirm for others, I had changed the following in the 
/opt/otrs/scripts/apache2-perl-startup.pl file:


Uncommented (and added my password):
use Apache::DBI ();
Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'yourpassword');
use DBI ();

Then uncommented (as I am using mysql):
# enable this if you use mysql
use DBD::mysql ();
use Kernel::System::DB::mysql;

Man, what a nice change in speed of the web interface.


Now I only hve the following 2 issues outstanding. 

---

2) I also installed the FAQ module. Where on earth can I remove the "default 
comment"?

3) I am using smtps (Core::Sendmail) for my mail server as it requires a TLS 
connection on port 587. I am pretty sure i set it up right. But when i use a 
function that requires mail (IE recover password), I get:

Traceback:  ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jan  5 
14:26:12 2010

Message: Can't connect to smtp..com: !

Traceback (19419): 
  Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 92
  Module: Kernel::System::Email::Send (v1.64) Line: 683
  Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 457
  Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.42) Line: 48

- Now i can ping that hostname without issue from the server. I have all the 
required perl modules installed as well. 

I have (for settings):

SendmailModule: SMTPS
SendmailModule::CMD: (left as default)
SendmailModule::Host: myhostname
SendmailModule::AuthUser: full email address (as my server requires)
SendmailModule::AuthPassword: ***

---

But since i got mod_perl working, I noticed the traceback changed a bit for my 
smtp sending issue:

Traceback:  ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jan  6 
10:45:06 2010

Message: Can't connect to smtp..com: !

Traceback (2138): 
   Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 92
   Module: Kernel::System::Email::Send (v1.64) Line: 683
   Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 457
   Module: 
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler 
(unknown version) Line: 48
   Module: (eval) (v1.42) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.42) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.42) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31


So I guess if anyone has any additional info and sending email with SMTPS, and 
that dumb "default" comment in the FAQ module, that would be appreciated.

D





On 2010-01-06, at 9:28 AM, dnk wrote:

> Do you mean:
> 
>  enable this if you use mysql
> use DBD::mysql ();
> use Kernel::System::DB::mysql;
> 
> 
> Or do you mean:
> 
> (under apache)
> use DBI ();
> 
> (under core modules)
> use Kernel::System::DB;
> 
> D
> On 2010-01-06, at 9:12 AM, Marco Vannini wrote:
> 
>> 
>> uncomment also
>> 
>> use DBD...
>> use Kernel::System::DB
>> 
>>  
>> On Wed, Jan 6, 2010 at 6:05 PM, dnk  wrote:
>> Just to add to my previous post,
>> 
>> What should be edited in:
>> /opt/otrs/scripts/apache2-perl-startup.pl
>> 
>> Just uncomment and modify:
>> Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'some-pass');?
>> 
>> D
>> 
>> 
>> 
>> On 2010-01-06, at 8:42 AM, dnk wrote:
>> 
>> > Hey there,
>> >
>> > 1) I had a look at all of that documentation (README.webserver), and it 
>> > was already setup. I had used the RPM for OTRS (I am on CentOS 5), and it 
>> > did the configuration and added a perl.conf and otrs.conf to my config.d 
>> > directory. Just for giggles, I added the load module directive to my 
>> > httpd.conf (As I knew Apache would load it only once - but give me 
>> > feedback if the other instance loaded) - so i can confirm my mod_perl was 
>> > being loaded. So I am still not sure why it is not being used by OTRS.
>> >
>> > 2) I can add and delete my FAQ just fine, but somewhere in the template, 
>> > there are the words "default comment". It appears above the FAQ 
>> > categories. For example:
>> >
>> > -
>> > FAQ
>> >
>> > default comment< This is what I want to get 
>> > rid of.
>> >
>> > Name / CommentSubCategories   Article
>> >   Hardware
>> > Hardware related FAQ for devices such as computers, cell phones, etc  1
>> >0
>> > -
>> >
>> > It actually even shows up at http://faq.otrs.org in their (OTRS) own FAQ 
>> > instance.
>> >
>> >
>> > 3) In the checkModule, I have all modules in there as OK. The one in 
>> > particular that you mentioned too.
>> >   o Net::SMTP..ok (v2.31)
>> >  o Authen::SASLok (v2.12)
>> >  o Net::SMTP::SSL..ok (v1.01)
>> >
>> > As for your request to have a look at the link: 
>> > http://yourserver/otrs/index.pl?Action=AdminMailAccount
>> > - That is the admin area for

Re: [otrs] AgentTicketCompose incredibly slow

2010-01-06 Thread Martin Edenhofer

Hi Daniel,

On 06.01.2010, at 16:35, Obee, Daniel wrote:

> Since a couple of days, reaction on the AgentTicketCompose is incredibly slow.
>  
> It takes between 20 and 40 seconds to load the mail mask after clicking (for 
> example) “empty answer”. The phenomenon appeared after a major crash of the 
> file system in which we also lost some of the plain text articles. Maybe 
> there’s a relation, maybe not…
>  
> Any other requests are entirely okay in response, so we’re pretty much 
> clueless.

I guess it's not OTRS related. :)

Do you know if CheckMX is enabled? In this case OTRS checks the DNS records of 
the mail exchanger for the recipients (to let the agent know if it's possible 
to send an email to the recipient).

It's configured in SysConfig -> Framework -> Core -> CheckMXRecord.

If yes, can it be, that the DNS server which is configured on your OTRS machine 
is not reachable anymore? In this case OTRS needs to wait for an timeout (it 
depends on the amount of recipients for each per default about 12 sek.).

If it's unix/linux you can verify if DNS is configured correctly by:

shell> cat /etc/resolv.conf
domain xxx.box
nameserver 192.168.178.1

shell> ping 192.168.178.1
64 bytes from 192.168.178.1: icmp_seq=0 ttl=64 time=341 ms
[...]

shell> host -t mx myhammer.de
myhammer.de mail is handled by 10 mx02-berlin.abacho.net.
shell>

 -Martin-
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[otrs] is there a way to set a ticket to auto open?

2010-01-06 Thread Dominic Burns

We use the ticket system to also track bugs we are waiting on fixes for. I
would like to close a ticket and have in reopen say in a month or so.

D.
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Re: [otrs] New setup questions - smtps, faq, mod_perl

2010-01-06 Thread dnk

Do you mean:

 enable this if you use mysql
use DBD::mysql ();
use Kernel::System::DB::mysql;


Or do you mean:

(under apache)
use DBI ();

(under core modules)
use Kernel::System::DB;

D
On 2010-01-06, at 9:12 AM, Marco Vannini wrote:

> 
> uncomment also
> 
> use DBD...
> use Kernel::System::DB
> 
>  
> On Wed, Jan 6, 2010 at 6:05 PM, dnk  wrote:
> Just to add to my previous post,
> 
> What should be edited in:
> /opt/otrs/scripts/apache2-perl-startup.pl
> 
> Just uncomment and modify:
> Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'some-pass');?
> 
> D
> 
> 
> 
> On 2010-01-06, at 8:42 AM, dnk wrote:
> 
> > Hey there,
> >
> > 1) I had a look at all of that documentation (README.webserver), and it was 
> > already setup. I had used the RPM for OTRS (I am on CentOS 5), and it did 
> > the configuration and added a perl.conf and otrs.conf to my config.d 
> > directory. Just for giggles, I added the load module directive to my 
> > httpd.conf (As I knew Apache would load it only once - but give me feedback 
> > if the other instance loaded) - so i can confirm my mod_perl was being 
> > loaded. So I am still not sure why it is not being used by OTRS.
> >
> > 2) I can add and delete my FAQ just fine, but somewhere in the template, 
> > there are the words "default comment". It appears above the FAQ categories. 
> > For example:
> >
> > -
> > FAQ
> >
> > default comment< This is what I want to get rid 
> > of.
> >
> > Name / CommentSubCategories   Article
> >   Hardware
> > Hardware related FAQ for devices such as computers, cell phones, etc  1 
> >   0
> > -
> >
> > It actually even shows up at http://faq.otrs.org in their (OTRS) own FAQ 
> > instance.
> >
> >
> > 3) In the checkModule, I have all modules in there as OK. The one in 
> > particular that you mentioned too.
> >   o Net::SMTP..ok (v2.31)
> >  o Authen::SASLok (v2.12)
> >  o Net::SMTP::SSL..ok (v1.01)
> >
> > As for your request to have a look at the link: 
> > http://yourserver/otrs/index.pl?Action=AdminMailAccount
> > - That is the admin area for incoming email. My issue is with outbound. IE 
> > when as password request, etc.
> >> From this link (for config): 
> >> http://yourserver/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core::Sendmail&SysConfigGroup=Framework
> >
> > But in the adminlog, there were the following errors (nothing else related) 
> > from when I requested as password:
> >
> > Tue Jan 5 13:51:19 2010   error   OTRS-CGI-10 Can't connect to 
> > smtp.xxx.com: !
> >
> >
> > Any additional ideas?
> >
> > D
> >
> >
> >
> > On 2010-01-05, at 3:38 PM, Leonardo Certuche wrote:
> >
> >> Hi there,
> >>  • About enabling mod_perl, please read /opt/otrs/README.webserver
> >>  • If you're logged in as admin, you'll be able to delete any FAQ 
> >> article opening it and clicking the Delete button 
> >> (http://yourserver/otrs/index.pl?Action=AgentFAQ&Subaction=Delete&CategoryID=XX&ItemID=YY)
> >>  • To make sure you have all modules installed, run 
> >> /opt/otrs/bin/otrs.checkModules, particularly Net::SMTP::SSL, which is 
> >> needed for SMTPS, besides that, share with us the corresponding log 
> >> entries at http://yourserver/otrs/index.pl?Action=AdminLog after you click 
> >> under "Run Now!" at http://yourserver/otrs/index.pl?Action=AdminMailAccount
> >> Greeetings,
> >>
> >> Leonardo Certuche
> >>
> >> On Tue, Jan 5, 2010 at 5:49 PM, dnk  wrote:
> >> Hi there,
> >>
> >> I have just setup OTRS on CentOS 5.4, and all is going well thus far.
> >>
> >> I just have a few questions that my google searches have not yielded 
> >> results for...
> >>
> >>
> >>
> >> 1) When using the support module to check if my system is optimized, I get:
> >>
> >> Check for CGI Accelerator.
> >> You should use FastCGI or mod_perl to increase your performance.
> >>
> >> - What do i need to do to enable that? It seems to be set up in my apache 
> >> conf (mod_perl).
> >>
> >> 2) I also installed the FAQ module. Where on earth can I remove the 
> >> "default comment"?
> >>
> >> 3) I am using smtps (Core::Sendmail) for my mail server as it requires a 
> >> TLS connection on port 587. I am pretty sure i set it up right. But when i 
> >> use a function that requires mail (IE recover password), I get:
> >>
> >> Traceback:  ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jan  5 
> >> 14:26:12 2010
> >>
> >> Message: Can't connect to smtp..com: !
> >>
> >> Traceback (19419):
> >>  Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 92
> >>  Module: Kernel::System::Email::Send (v1.64) Line: 683
> >>  Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 457
> >>  Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.42) Line: 48
> >>
> >> - Now i can ping that hostname without issue from the server. I have all 
> >> the required perl module

Re: [otrs] how to limit customer queue

2010-01-06 Thread Alexander Halle


Krasznay László wrote :
Then only remains one question! Where do i modify this link? Looked in 
CustomerNavigationBar.dtl but there is no link.


Hello Laszlo,

you find it in SysConfig in 
CustomerFrontend::Module###CustomerTicketMessage.


Regards

Alexander

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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] New setup questions - smtps, faq, mod_perl

2010-01-06 Thread Marco Vannini

uncomment also

use DBD...
use Kernel::System::DB


On Wed, Jan 6, 2010 at 6:05 PM, dnk  wrote:

> Just to add to my previous post,
>
> What should be edited in:
> /opt/otrs/scripts/apache2-perl-startup.pl
>
> Just uncomment and modify:
> Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'some-pass');?
>
> D
>
>
>
> On 2010-01-06, at 8:42 AM, dnk wrote:
>
> > Hey there,
> >
> > 1) I had a look at all of that documentation (README.webserver), and it
> was already setup. I had used the RPM for OTRS (I am on CentOS 5), and it
> did the configuration and added a perl.conf and otrs.conf to my config.d
> directory. Just for giggles, I added the load module directive to my
> httpd.conf (As I knew Apache would load it only once - but give me feedback
> if the other instance loaded) - so i can confirm my mod_perl was being
> loaded. So I am still not sure why it is not being used by OTRS.
> >
> > 2) I can add and delete my FAQ just fine, but somewhere in the template,
> there are the words "default comment". It appears above the FAQ categories.
> For example:
> >
> > -
> > FAQ
> >
> > default comment< This is what I want to get
> rid of.
> >
> > Name / CommentSubCategories   Article
> >   Hardware
> > Hardware related FAQ for devices such as computers, cell phones, etc  1
> 0
> > -
> >
> > It actually even shows up at http://faq.otrs.org in their (OTRS) own FAQ
> instance.
> >
> >
> > 3) In the checkModule, I have all modules in there as OK. The one in
> particular that you mentioned too.
> >   o Net::SMTP..ok (v2.31)
> >  o Authen::SASLok (v2.12)
> >  o Net::SMTP::SSL..ok (v1.01)
> >
> > As for your request to have a look at the link:
> http://yourserver/otrs/index.pl?Action=AdminMailAccount
> > - That is the admin area for incoming email. My issue is with outbound.
> IE when as password request, etc.
> >> From this link (for config):
> http://yourserver/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core::Sendmail&SysConfigGroup=Framework
> >
> > But in the adminlog, there were the following errors (nothing else
> related) from when I requested as password:
> >
> > Tue Jan 5 13:51:19 2010   error   OTRS-CGI-10 Can't connect to
> smtp.xxx.com: !
> >
> >
> > Any additional ideas?
> >
> > D
> >
> >
> >
> > On 2010-01-05, at 3:38 PM, Leonardo Certuche wrote:
> >
> >> Hi there,
> >>  • About enabling mod_perl, please read /opt/otrs/README.webserver
> >>  • If you're logged in as admin, you'll be able to delete any FAQ
> article opening it and clicking the Delete button (
> http://yourserver/otrs/index.pl?Action=AgentFAQ&Subaction=Delete&CategoryID=XX&ItemID=YY
> )
> >>  • To make sure you have all modules installed, run
> /opt/otrs/bin/otrs.checkModules, particularly Net::SMTP::SSL, which is
> needed for SMTPS, besides that, share with us the corresponding log entries
> at http://yourserver/otrs/index.pl?Action=AdminLog after you click under
> "Run Now!" at http://yourserver/otrs/index.pl?Action=AdminMailAccount
> >> Greeetings,
> >>
> >> Leonardo Certuche
> >>
> >> On Tue, Jan 5, 2010 at 5:49 PM, dnk  wrote:
> >> Hi there,
> >>
> >> I have just setup OTRS on CentOS 5.4, and all is going well thus far.
> >>
> >> I just have a few questions that my google searches have not yielded
> results for...
> >>
> >>
> >>
> >> 1) When using the support module to check if my system is optimized, I
> get:
> >>
> >> Check for CGI Accelerator.
> >> You should use FastCGI or mod_perl to increase your performance.
> >>
> >> - What do i need to do to enable that? It seems to be set up in my
> apache conf (mod_perl).
> >>
> >> 2) I also installed the FAQ module. Where on earth can I remove the
> "default comment"?
> >>
> >> 3) I am using smtps (Core::Sendmail) for my mail server as it requires a
> TLS connection on port 587. I am pretty sure i set it up right. But when i
> use a function that requires mail (IE recover password), I get:
> >>
> >> Traceback:  ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jan
>  5 14:26:12 2010
> >>
> >> Message: Can't connect to smtp..com: !
> >>
> >> Traceback (19419):
> >>  Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 92
> >>  Module: Kernel::System::Email::Send (v1.64) Line: 683
> >>  Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line:
> 457
> >>  Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.42) Line: 48
> >>
> >> - Now i can ping that hostname without issue from the server. I have all
> the required perl modules installed as well.
> >>
> >> I have (for settings):
> >>
> >> SendmailModule: SMTPS
> >> SendmailModule::CMD: (left as default)
> >> SendmailModule::Host: myhostname
> >> SendmailModule::AuthUser: full email address (as my server requires)
> >> SendmailModule::AuthPassword: ***
> >>
> >>
> >> Thanks in advance.
> >>
> >> D
> >>

Re: [otrs] New setup questions - smtps, faq, mod_perl

2010-01-06 Thread Marco Vannini

Hi

For 1) try to rename perl.conf in aperl.conf so it will be loaded before
o(trs.conf) and let us know.



On Wed, Jan 6, 2010 at 5:42 PM, dnk  wrote:

> Hey there,
>
> 1) I had a look at all of that documentation (README.webserver), and it was
> already setup. I had used the RPM for OTRS (I am on CentOS 5), and it did
> the configuration and added a perl.conf and otrs.conf to my config.d
> directory. Just for giggles, I added the load module directive to my
> httpd.conf (As I knew Apache would load it only once - but give me feedback
> if the other instance loaded) - so i can confirm my mod_perl was being
> loaded. So I am still not sure why it is not being used by OTRS.
>
> 2) I can add and delete my FAQ just fine, but somewhere in the template,
> there are the words "default comment". It appears above the FAQ categories.
> For example:
>
> -
> FAQ
>
> default comment< This is what I want to get rid
> of.
>
> Name / Comment  SubCategories   Article
>Hardware
> Hardware related FAQ for devices such as computers, cell phones, etc1
> 0
> -
>
> It actually even shows up at http://faq.otrs.org in their (OTRS) own FAQ
> instance.
>
>
> 3) In the checkModule, I have all modules in there as OK. The one in
> particular that you mentioned too.
>   o Net::SMTP..ok (v2.31)
>  o Authen::SASLok (v2.12)
>  o Net::SMTP::SSL..ok (v1.01)
>
> As for your request to have a look at the link:
> http://yourserver/otrs/index.pl?Action=AdminMailAccount
> - That is the admin area for incoming email. My issue is with outbound. IE
> when as password request, etc.
> >From this link (for config):
> http://yourserver/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core::Sendmail&SysConfigGroup=Framework
>
> But in the adminlog, there were the following errors (nothing else related)
> from when I requested as password:
>
> Tue Jan 5 13:51:19 2010 error   OTRS-CGI-10 Can't connect to
> smtp.xxx.com: !
>
>
> Any additional ideas?
>
> D
>
>
>
> On 2010-01-05, at 3:38 PM, Leonardo Certuche wrote:
>
> > Hi there,
> >   • About enabling mod_perl, please read /opt/otrs/README.webserver
> >   • If you're logged in as admin, you'll be able to delete any FAQ
> article opening it and clicking the Delete button (
> http://yourserver/otrs/index.pl?Action=AgentFAQ&Subaction=Delete&CategoryID=XX&ItemID=YY
> )
> >   • To make sure you have all modules installed, run
> /opt/otrs/bin/otrs.checkModules, particularly Net::SMTP::SSL, which is
> needed for SMTPS, besides that, share with us the corresponding log entries
> at http://yourserver/otrs/index.pl?Action=AdminLog after you click under
> "Run Now!" at http://yourserver/otrs/index.pl?Action=AdminMailAccount
> > Greeetings,
> >
> > Leonardo Certuche
> >
> > On Tue, Jan 5, 2010 at 5:49 PM, dnk  wrote:
> > Hi there,
> >
> > I have just setup OTRS on CentOS 5.4, and all is going well thus far.
> >
> > I just have a few questions that my google searches have not yielded
> results for...
> >
> >
> >
> > 1) When using the support module to check if my system is optimized, I
> get:
> >
> > Check for CGI Accelerator.
> > You should use FastCGI or mod_perl to increase your performance.
> >
> > - What do i need to do to enable that? It seems to be set up in my apache
> conf (mod_perl).
> >
> > 2) I also installed the FAQ module. Where on earth can I remove the
> "default comment"?
> >
> > 3) I am using smtps (Core::Sendmail) for my mail server as it requires a
> TLS connection on port 587. I am pretty sure i set it up right. But when i
> use a function that requires mail (IE recover password), I get:
> >
> > Traceback:  ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jan  5
> 14:26:12 2010
> >
> > Message: Can't connect to smtp..com: !
> >
> > Traceback (19419):
> >   Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 92
> >   Module: Kernel::System::Email::Send (v1.64) Line: 683
> >   Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line:
> 457
> >   Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.42) Line: 48
> >
> > - Now i can ping that hostname without issue from the server. I have all
> the required perl modules installed as well.
> >
> > I have (for settings):
> >
> > SendmailModule: SMTPS
> > SendmailModule::CMD: (left as default)
> > SendmailModule::Host: myhostname
> > SendmailModule::AuthUser: full email address (as my server requires)
> > SendmailModule::AuthPassword: ***
> >
> >
> > Thanks in advance.
> >
> > D
> > -
> > OTRS mailing list: otrs - Webpage: http://otrs.org/
> > Archive: http://lists.otrs.org/pipermail/otrs
> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> >
> > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> > http://www.otrs.com/en/support/enterprise-subscription/
> >
> > -

Re: [otrs] New setup questions - smtps, faq, mod_perl

2010-01-06 Thread dnk

Just to add to my previous post,

What should be edited in:
/opt/otrs/scripts/apache2-perl-startup.pl

Just uncomment and modify:
Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'some-pass');?

D



On 2010-01-06, at 8:42 AM, dnk wrote:

> Hey there,
> 
> 1) I had a look at all of that documentation (README.webserver), and it was 
> already setup. I had used the RPM for OTRS (I am on CentOS 5), and it did the 
> configuration and added a perl.conf and otrs.conf to my config.d directory. 
> Just for giggles, I added the load module directive to my httpd.conf (As I 
> knew Apache would load it only once - but give me feedback if the other 
> instance loaded) - so i can confirm my mod_perl was being loaded. So I am 
> still not sure why it is not being used by OTRS.
> 
> 2) I can add and delete my FAQ just fine, but somewhere in the template, 
> there are the words "default comment". It appears above the FAQ categories. 
> For example:
> 
> -
> FAQ
> 
> default comment< This is what I want to get rid 
> of.
> 
> Name / CommentSubCategories   Article
>   Hardware 
> Hardware related FAQ for devices such as computers, cell phones, etc  1   > 0
> -
> 
> It actually even shows up at http://faq.otrs.org in their (OTRS) own FAQ 
> instance.
> 
> 
> 3) In the checkModule, I have all modules in there as OK. The one in 
> particular that you mentioned too.
>   o Net::SMTP..ok (v2.31)
>  o Authen::SASLok (v2.12)
>  o Net::SMTP::SSL..ok (v1.01)
> 
> As for your request to have a look at the link: 
> http://yourserver/otrs/index.pl?Action=AdminMailAccount
> - That is the admin area for incoming email. My issue is with outbound. IE 
> when as password request, etc. 
>> From this link (for config): 
>> http://yourserver/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core::Sendmail&SysConfigGroup=Framework
> 
> But in the adminlog, there were the following errors (nothing else related) 
> from when I requested as password:
> 
> Tue Jan 5 13:51:19 2010   error   OTRS-CGI-10 Can't connect to 
> smtp.xxx.com: !
> 
> 
> Any additional ideas?
> 
> D
> 
> 
> 
> On 2010-01-05, at 3:38 PM, Leonardo Certuche wrote:
> 
>> Hi there,
>>  • About enabling mod_perl, please read /opt/otrs/README.webserver
>>  • If you're logged in as admin, you'll be able to delete any FAQ 
>> article opening it and clicking the Delete button 
>> (http://yourserver/otrs/index.pl?Action=AgentFAQ&Subaction=Delete&CategoryID=XX&ItemID=YY)
>>  • To make sure you have all modules installed, run 
>> /opt/otrs/bin/otrs.checkModules, particularly Net::SMTP::SSL, which is 
>> needed for SMTPS, besides that, share with us the corresponding log entries 
>> at http://yourserver/otrs/index.pl?Action=AdminLog after you click under 
>> "Run Now!" at http://yourserver/otrs/index.pl?Action=AdminMailAccount
>> Greeetings,
>> 
>> Leonardo Certuche
>> 
>> On Tue, Jan 5, 2010 at 5:49 PM, dnk  wrote:
>> Hi there,
>> 
>> I have just setup OTRS on CentOS 5.4, and all is going well thus far.
>> 
>> I just have a few questions that my google searches have not yielded results 
>> for...
>> 
>> 
>> 
>> 1) When using the support module to check if my system is optimized, I get:
>> 
>> Check for CGI Accelerator.
>> You should use FastCGI or mod_perl to increase your performance.
>> 
>> - What do i need to do to enable that? It seems to be set up in my apache 
>> conf (mod_perl).
>> 
>> 2) I also installed the FAQ module. Where on earth can I remove the "default 
>> comment"?
>> 
>> 3) I am using smtps (Core::Sendmail) for my mail server as it requires a TLS 
>> connection on port 587. I am pretty sure i set it up right. But when i use a 
>> function that requires mail (IE recover password), I get:
>> 
>> Traceback:  ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jan  5 
>> 14:26:12 2010
>> 
>> Message: Can't connect to smtp..com: !
>> 
>> Traceback (19419):
>>  Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 92
>>  Module: Kernel::System::Email::Send (v1.64) Line: 683
>>  Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 457
>>  Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.42) Line: 48
>> 
>> - Now i can ping that hostname without issue from the server. I have all the 
>> required perl modules installed as well.
>> 
>> I have (for settings):
>> 
>> SendmailModule: SMTPS
>> SendmailModule::CMD: (left as default)
>> SendmailModule::Host: myhostname
>> SendmailModule::AuthUser: full email address (as my server requires)
>> SendmailModule::AuthPassword: ***
>> 
>> 
>> Thanks in advance.
>> 
>> D
>> -
>> 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! ENTE

Re: [otrs] running checkmodules command

2010-01-06 Thread Rory

Try;

perl otrs.checkModules

Which will explicitly call the perl interpreter.

Rory
--
Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie


2010/1/6 dnk 

> Hey,
>
> case sensitive?
>
> It is checkModules.
>
> D
> On 2010-01-06, at 8:16 AM, Michael Mitchell wrote:
>
>  When I am trying to check to see if I have correct modules installed I
> run the command otrs.checkmodules in otrs\otrs\bin  but when I hit enter a
> word document file opens up what am I doing wrong?
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> *Michael D Mitchell*
>
> *Sixth Avenue** Electronics*
>
> *Help Desk / Tech*
>
> *973-924-8669 Office*
>
>
>  -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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>
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>
>
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Re: [otrs] running checkmodules command

2010-01-06 Thread dnk

Hey,

case sensitive?

It is checkModules.

D
On 2010-01-06, at 8:16 AM, Michael Mitchell wrote:

> When I am trying to check to see if I have correct modules installed I run 
> the command otrs.checkmodules in otrs\otrs\bin  but when I hit enter a word 
> document file opens up what am I doing wrong?
>  
>  
>  
>  
>  
>  
>  
>  
>  
> Michael D Mitchell
> Sixth Avenue Electronics
> Help Desk / Tech
> 973-924-8669 Office
>  
> -
> 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] New setup questions - smtps, faq, mod_perl

2010-01-06 Thread dnk

Hey there,

1) I had a look at all of that documentation (README.webserver), and it was 
already setup. I had used the RPM for OTRS (I am on CentOS 5), and it did the 
configuration and added a perl.conf and otrs.conf to my config.d directory. 
Just for giggles, I added the load module directive to my httpd.conf (As I knew 
Apache would load it only once - but give me feedback if the other instance 
loaded) - so i can confirm my mod_perl was being loaded. So I am still not sure 
why it is not being used by OTRS.

2) I can add and delete my FAQ just fine, but somewhere in the template, there 
are the words "default comment". It appears above the FAQ categories. For 
example:

-
FAQ

default comment< This is what I want to get rid of.

Name / Comment  SubCategories   Article
Hardware 
Hardware related FAQ for devices such as computers, cell phones, etc1   0
-

It actually even shows up at http://faq.otrs.org in their (OTRS) own FAQ 
instance.


3) In the checkModule, I have all modules in there as OK. The one in particular 
that you mentioned too.
   o Net::SMTP..ok (v2.31)
  o Authen::SASLok (v2.12)
  o Net::SMTP::SSL..ok (v1.01)

As for your request to have a look at the link: 
http://yourserver/otrs/index.pl?Action=AdminMailAccount
- That is the admin area for incoming email. My issue is with outbound. IE when 
as password request, etc. 
>From this link (for config): 
>http://yourserver/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core::Sendmail&SysConfigGroup=Framework

But in the adminlog, there were the following errors (nothing else related) 
from when I requested as password:

Tue Jan 5 13:51:19 2010 error   OTRS-CGI-10 Can't connect to 
smtp.xxx.com: !


Any additional ideas?

D



On 2010-01-05, at 3:38 PM, Leonardo Certuche wrote:

> Hi there,
>   • About enabling mod_perl, please read /opt/otrs/README.webserver
>   • If you're logged in as admin, you'll be able to delete any FAQ 
> article opening it and clicking the Delete button 
> (http://yourserver/otrs/index.pl?Action=AgentFAQ&Subaction=Delete&CategoryID=XX&ItemID=YY)
>   • To make sure you have all modules installed, run 
> /opt/otrs/bin/otrs.checkModules, particularly Net::SMTP::SSL, which is needed 
> for SMTPS, besides that, share with us the corresponding log entries at 
> http://yourserver/otrs/index.pl?Action=AdminLog after you click under "Run 
> Now!" at http://yourserver/otrs/index.pl?Action=AdminMailAccount
> Greeetings,
> 
> Leonardo Certuche
> 
> On Tue, Jan 5, 2010 at 5:49 PM, dnk  wrote:
> Hi there,
> 
> I have just setup OTRS on CentOS 5.4, and all is going well thus far.
> 
> I just have a few questions that my google searches have not yielded results 
> for...
> 
> 
> 
> 1) When using the support module to check if my system is optimized, I get:
> 
> Check for CGI Accelerator.
> You should use FastCGI or mod_perl to increase your performance.
> 
> - What do i need to do to enable that? It seems to be set up in my apache 
> conf (mod_perl).
> 
> 2) I also installed the FAQ module. Where on earth can I remove the "default 
> comment"?
> 
> 3) I am using smtps (Core::Sendmail) for my mail server as it requires a TLS 
> connection on port 587. I am pretty sure i set it up right. But when i use a 
> function that requires mail (IE recover password), I get:
> 
> Traceback:  ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jan  5 
> 14:26:12 2010
> 
> Message: Can't connect to smtp..com: !
> 
> Traceback (19419):
>   Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 92
>   Module: Kernel::System::Email::Send (v1.64) Line: 683
>   Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 457
>   Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.42) Line: 48
> 
> - Now i can ping that hostname without issue from the server. I have all the 
> required perl modules installed as well.
> 
> I have (for settings):
> 
> SendmailModule: SMTPS
> SendmailModule::CMD: (left as default)
> SendmailModule::Host: myhostname
> SendmailModule::AuthUser: full email address (as my server requires)
> SendmailModule::AuthPassword: ***
> 
> 
> Thanks in advance.
> 
> D
> -
> 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] running checkmodules command

2010-01-06 Thread Michael Mitchell

When I am trying to check to see if I have correct modules installed I run the 
command otrs.checkmodules in otrs\otrs\bin  but when I hit enter a word 
document file opens up what am I doing wrong?









Michael D Mitchell
Sixth Avenue Electronics
Help Desk / Tech
973-924-8669 Office

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Re: [otrs] 2.4.5. bugs with lock : always locks the ticket

2010-01-06 Thread Martignier, Philippe

Hi Michiel,

Thanks for your input and proposition.

As for now we are in production with only one department, so people can live 
with that non-sense (for us :) locking system. I put a generic job that unlocks 
tickets so it is a way to solve this.

Is it possible to receive your own e-mail address directly so that we can keep 
in touch for future commercial arrangement? As I am sure this system will 
become a new standard here at WIPO (= 1300 people).

We will need some development in the near future as other Departments will go 
live.

I tried once to create an account for the bugs thing but it didn't work. I will 
retry now ...

Greetings

Philippe

Philippe Martignier
Communications Division
Customer Service Section
Email : philippe.martign...@wipo.int
Phone : 00 41 022 338 72 36
Building : GB II
Office : 0,3

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: lundi, 4. janvier 2010 20:36
To: otrs@otrs.org
Subject: otrs Digest, Vol 16, Issue 8

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
otrs-requ...@otrs.org

You can reach the person managing the list at
otrs-ow...@otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."

Today's Topics:

   1. Re:  Postmaster Cron does not start after reboot (Gerrit Tamboer)
   2.   Clever OTRS =) (Gazizov Andrey)
   3. Re:  2.4.5. bugs with lock : always locks the ticket
  (Michiel Beijen)
   4. Re:  Postmaster Cron does not start after reboot (Gordon O'Brien)

--

Message: 1
Date: Mon, 04 Jan 2010 18:46:22 +0100
From: "Gerrit Tamboer" 
Subject: Re: [otrs] Postmaster Cron does not start after reboot
To: "User questions and discussions about OTRS." 
Message-ID: <20100104174622.be306...@kerio01.halma.nl>
Content-Type: text/plain; charset="utf-8"

Check the cronjobs.

/opt/otrs/var/cron

To see if the cron is running:
crontab -u -l otrs

Good luck.
  _

  From: Gordon O'Brien [mailto:gordon.obr...@mediasquare.co.uk]
To: Gordon O'Brien [mailto:gordon.obr...@mediasquare.co.uk], otrs@otrs.org
Sent: Mon, 04 Jan 2010 18:40:03 +0100
Subject: [otrs] Postmaster Cron does not start after reboot

Hi

I am running OTRS 2.4.5 on OpenSUSE 11.1

I have a problem when the server is rebooted after updates. The Postmaster mail 
account will not fetch email from the configured POP3 account unless I click 
?run now? or manually execute ./Cron sh start otrs

Is there a way for this to automatically start after a reboot?

Thanks.

_

  This email message has been scanned and delivered safely by Mimecast.
_

-- next part --
An HTML attachment was scrubbed...
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--

Message: 2
Date: Mon, 04 Jan 2010 20:53:14 +0300
From: Gazizov Andrey 
Subject: [otrs]  Clever OTRS =)
To: "User questions and discussions about OTRS." 
Message-ID: <4b422b0a.9010...@retn.net>
Content-Type: text/plain; charset=KOI8-R; format=flowed

Hello all.

I'm sorry, it was a misprint. Surely, under "Theme" I mean "Subject",
thanks to ?? that noted it ;-) Has anybody idea how I can make this?

?? ? ?:
> Andrey, before posting to english-speaking mailing list, switch your
> OTRS from russian to english. "" is not "Theme" there but "Subject".
>
> On Tue, Dec 29, 2009 at 7:36 PM, Gazizov Andrey  > wrote:
>
> Happy New Year dear OTRS users ;-)
>
> Under the end of the year I have a following task - it would be
> great for me that otrs create ticket only in that case if it
> satisfies to following points:
>
> - responsible
> - theme
> - freetext fields
> etc..
>
> I.e. until user will not correctly specify a theme of the ticket
> or responsible ticket it is not created. It's possible in OTRS?
>
> Thanks in advance.
>
> --
> Best regards,
> Andrey Gazizov
> ReTN
>
> -
> 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/
>
>
>
>
> --
> regards,
> Mihail
>

--
Best regards,
Andrey Gazizov
ReTN

--

Message: 3
Date: Mon, 4 Jan 2010 20:02:04 +0100
From: Michiel Beijen 
Subject: Re: [otrs] 2.4.5. bugs with lock : always locks the ticket
To: "User questions and discussions about OTRS." 
Message-ID:

[otrs] AgentTicketCompose incredibly slow

2010-01-06 Thread Obee, Daniel

Hi all.

Since a couple of days, reaction on the AgentTicketCompose is incredibly slow.

It takes between 20 and 40 seconds to load the mail mask after clicking (for 
example) "empty answer". The phenomenon appeared after a major crash of the 
file system in which we also lost some of the plain text articles. Maybe 
there's a relation, maybe not...

Any other requests are entirely okay in response, so we're pretty much clueless.

System running:
OTRS 2.3.3
Debian Linux
MySQL 5.0

If someone has a hint...

Thanks a lot and a happy new one

Daniel


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Re: [otrs] adding modules to apache2-perl-startup.pl ?

2010-01-06 Thread Alexander Halle


Hello Martin,

thanks for your explanations (I know, that Michiel can't answer every 
single mail) :) I was already aware of the other points but found no 
hints for these module precompilations until now.


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] how to limit customer queue

2010-01-06 Thread Krasznay László

Hi Martin,

 

Then only remains one question! Where do i modify this link? Looked in
CustomerNavigationBar.dtl but there is no link.

 

 

Thanks!

Laszlo

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Martin Edenhofer
Sent: Wednesday, January 06, 2010 3:02 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] how to limit customer queue

 

Hi Laszlo,

 

Ok. Now I got it. :)

 

The "-" can not get removed. But you could modify the default link in nav
bar for new tickets to something like:

 

"customer.pl?Action=CustomerTicketMessage&Subaction=StoreNew&Expand=1&Dest=2
||Raw"

 

Dest need to be the "value" content of your "To" selection field (you need
to take it from your system). 

 

Then you will have "Raw" as default.

 

 -Martin

 

On 06.01.2010, at 14:26, Krasznay László wrote:





Hi Martin!

 

I did set those, and only left RAW, buti t still lets the "-" int he queue
list. I want only one queue to be there as default selection.

 

Thank!

Laszlo

 

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Martin Edenhofer
Sent: Wednesday, January 06, 2010 2:19 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] how to limit customer queue

 

Hi Laszlo,

 

I guess you are looking for something like in 

 

SysConfig -> Group "Ticket" -> SubGroup
"Frontend::Customer::Ticket::ViewNew" -> enable "CustomerPanelOwnSelection"
and add/remove the list of queues and names which you want to show for new
ticket creation in the customer interface.

 

Greetings,

 

 -Martin

 

On 06.01.2010, at 14:11, Krasznay László wrote:






Hi all!

 

I found the way to limit the customer to only one queue. The problem is the
customer still have to chose from queue list. Is it possible to remove the
whole option and put all tickets from web interface to the RAW queue?

 

Thanks!

Laszlo

 

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Re: [otrs] adding modules to apache2-perl-startup.pl ?

2010-01-06 Thread Martin Edenhofer

One more topic regarding performance... in next upcoming OTRS release (not 
patch level, real feature release) there is also support for persistent caching 
(currently for local file system, later also for memcached).

This is reducing the amount of SQL statements and give a real boost. ;)

 -Martin

On 06.01.2010, at 15:12, Martin Edenhofer wrote:

> Hi Alexander,
> 
> a) How:
> You just need to add the modules which are included in the packages like "use 
> Kernel::Module::AgentFAQ;".
> 
> b) What is the change:
> mod_perl will compile all this modules at start time. This means it get used 
> and shard for all httpd processes. Which means it takes less memory for each 
> httpd processes. If you do not use it at start time, every httpd need to 
> compile it, it self.
> 
> So IMO it depends on your requirements. If you really need a "faster" system 
> take also a look at http://doc.otrs.org/2.4/en/html/ -> Performance Tuning 
> and/or also the Support-Module is a good point to verify your system 
> settings. IMO this will give you more speed then adding extended modules to 
> startup.pl.
> 
> The bad issue is also, if you add your extended modules to startup.pl and you 
> uninstall the package later you will get an httpd error on next startup time 
> (because extended module can not get used).
> 
> Just my 2 cents... ;)
> 
>  -Martin
> 
> On 06.01.2010, at 14:59, Alexander Halle wrote:
> 
>> Hello,
>> 
>> does someone know the answer to this old, open question ?
>> 
>> Thanks in advance.
>> 
>> Alexander
>> 
>>  Original-Nachricht 
>> Date: Tue, 01 Dec 2009 20:39:47 +0100
>> From: Alexander Halle 
>> To: User questions and discussions about OTRS. 
>> 
>> Michiel Beijen wrote :
>> [...]
>>> Also, in the apache2-perl-startup.pl, you should/could add any modules
>>> for packages that you have installed, such as FAQ or ITSM.
>> 
>> Hi Michiel,
>> 
>> I wasn't aware of this yet, I guess it's for speed. Could you please
>> give an example, e.g. for the FAQ module ?
>> 
>> All I could find is an old unanswered posting :
>> 
>> http://lists.otrs.org/pipermail/otrs/2008-August/024183.html
>> 
>> 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] adding modules to apache2-perl-startup.pl ?

2010-01-06 Thread Martin Edenhofer

Hi Alexander,

a) How:
You just need to add the modules which are included in the packages like "use 
Kernel::Module::AgentFAQ;".

b) What is the change:
mod_perl will compile all this modules at start time. This means it get used 
and shard for all httpd processes. Which means it takes less memory for each 
httpd processes. If you do not use it at start time, every httpd need to 
compile it, it self.

So IMO it depends on your requirements. If you really need a "faster" system 
take also a look at http://doc.otrs.org/2.4/en/html/ -> Performance Tuning 
and/or also the Support-Module is a good point to verify your system settings. 
IMO this will give you more speed then adding extended modules to startup.pl.

The bad issue is also, if you add your extended modules to startup.pl and you 
uninstall the package later you will get an httpd error on next startup time 
(because extended module can not get used).

Just my 2 cents... ;)

 -Martin

On 06.01.2010, at 14:59, Alexander Halle wrote:

> Hello,
> 
> does someone know the answer to this old, open question ?
> 
> Thanks in advance.
> 
> Alexander
> 
>  Original-Nachricht 
> Date: Tue, 01 Dec 2009 20:39:47 +0100
> From: Alexander Halle 
> To: User questions and discussions about OTRS. 
> 
> Michiel Beijen wrote :
> [...]
>> Also, in the apache2-perl-startup.pl, you should/could add any modules
>> for packages that you have installed, such as FAQ or ITSM.
> 
> Hi Michiel,
> 
> I wasn't aware of this yet, I guess it's for speed. Could you please
> give an example, e.g. for the FAQ module ?
> 
> All I could find is an old unanswered posting :
> 
> http://lists.otrs.org/pipermail/otrs/2008-August/024183.html
> 
> 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] how to limit customer queue

2010-01-06 Thread Martin Edenhofer

Hi Laszlo,

Ok. Now I got it. :)

The "-" can not get removed. But you could modify the default link in nav bar 
for new tickets to something like:

"customer.pl?Action=CustomerTicketMessage&Subaction=StoreNew&Expand=1&Dest=2||Raw"

Dest need to be the "value" content of your "To" selection field (you need to 
take it from your system). 

Then you will have "Raw" as default.

 -Martin

On 06.01.2010, at 14:26, Krasznay László wrote:

> Hi Martin!
>  
> I did set those, and only left RAW, buti t still lets the „-„ int he queue 
> list. I want only one queue to be there as default selection.
>  
> Thank!
> Laszlo
>  
>  
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
> Martin Edenhofer
> Sent: Wednesday, January 06, 2010 2:19 PM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] how to limit customer queue
>  
> Hi Laszlo,
>  
> I guess you are looking for something like in 
>  
> SysConfig -> Group "Ticket" -> SubGroup "Frontend::Customer::Ticket::ViewNew" 
> -> enable "CustomerPanelOwnSelection" and add/remove the list of queues and 
> names which you want to show for new ticket creation in the customer 
> interface.
>  
> Greetings,
>  
>  -Martin
>  
> On 06.01.2010, at 14:11, Krasznay László wrote:
> 
> 
> Hi all!
>  
> I found the way to limit the customer to only one queue. The problem is the 
> customer still have to chose from queue list. Is it possible to remove the 
> whole option and put all tickets from web interface to the RAW queue?
>  
> Thanks!
> Laszlo

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[otrs] adding modules to apache2-perl-startup.pl ?

2010-01-06 Thread Alexander Halle


Hello,

does someone know the answer to this old, open question ?

Thanks in advance.

Alexander

 Original-Nachricht 
Date: Tue, 01 Dec 2009 20:39:47 +0100
From: Alexander Halle 
To: User questions and discussions about OTRS. 

Michiel Beijen wrote :
[...]

Also, in the apache2-perl-startup.pl, you should/could add any modules
for packages that you have installed, such as FAQ or ITSM.


Hi Michiel,

I wasn't aware of this yet, I guess it's for speed. Could you please
give an example, e.g. for the FAQ module ?

All I could find is an old unanswered posting :

http://lists.otrs.org/pipermail/otrs/2008-August/024183.html

Thanks in advance.

Alexander

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[otrs] Responses and New Email Ticket

2010-01-06 Thread PK

Hi all,

How can i use "Responses" when i'm composing a new Email-Ticket ? 

We are on OTRS 2.2.7

Thanks.

Sincerely,

PK.
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Re: [otrs] Questions about PGP and attachments

2010-01-06 Thread Martin Edenhofer

Hi David,

I never have heard that it is possible to crypt only parts of an email. :-)

Anyway, I guess it would be better to handle this via bugs.otrs.org and an 
example of the plain text emails with only encrypted attachments. :)

Many thanks for help!

 -Martin

On 06.01.2010, at 14:26, David Eitzinger wrote:

> Thanks Martin,
> 
> I should have tried that before posting... Using crypt-mode 'detached'
> works as described.
> 
> Do you have a suggestion regarding the second issue - when receiving
> plain-text emails with attached, gpg-encrypted files ? Is there a way
> otrs could detect and decrypt those attachments ?
> 
> Cheers,
> 
> David
> 
> On 6.1.10 14:04 , Martin Edenhofer wrote:
>> Hi David,
>> 
>> what OTRS version do you use?
>> 
>> Normally you can use "inline" or "detached" PGP.
>> 
>> "inline" means, that only message body gets crypted/signed.
>> 
>> "detached" means, the whole email (message body + attachments) get's 
>> crypted/signed.
>> 
>> Greetings,
>> 
>> -Martin
>> 
>> On 06.01.2010, at 12:27, David Eitzinger wrote:
>> 
>>> Hello !
>>> 
>>> I just stumpled upon a little problem here: We wanted to use OTRS to
>>> send out encrypted Emails to clients - including attachments. To my
>>> surprise, the emails are crypted but the attachment is sent as is. Is
>>> there an easy way to change this behaviour so the entire message is
>>> encrypted ?
>>> 
>>> Also: When receiving encrypted Emails, everything is correctly
>>> decrypted. Unfortunately this only works with messages that are entirely
>>> encrypted. We sometimes get plain text emails with encrypted
>>> attachments. - Those are not decrypted automatically and the attachments
>>> have to be downloaded and decrypted offline. If someone has a tip how to
>>> change this, that would be great !
>>> 
>>> Cheers,
>>> 
>>> David

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Re: [otrs] Questions about PGP and attachments

2010-01-06 Thread David Eitzinger

Thanks Martin,

I should have tried that before posting... Using crypt-mode 'detached'
works as described.

Do you have a suggestion regarding the second issue - when receiving
plain-text emails with attached, gpg-encrypted files ? Is there a way
otrs could detect and decrypt those attachments ?

Cheers,

David

On 6.1.10 14:04 , Martin Edenhofer wrote:
> Hi David,
> 
> what OTRS version do you use?
> 
> Normally you can use "inline" or "detached" PGP.
> 
> "inline" means, that only message body gets crypted/signed.
> 
> "detached" means, the whole email (message body + attachments) get's 
> crypted/signed.
> 
> Greetings,
> 
>  -Martin
> 
> On 06.01.2010, at 12:27, David Eitzinger wrote:
> 
>> Hello !
>>
>> I just stumpled upon a little problem here: We wanted to use OTRS to
>> send out encrypted Emails to clients - including attachments. To my
>> surprise, the emails are crypted but the attachment is sent as is. Is
>> there an easy way to change this behaviour so the entire message is
>> encrypted ?
>>
>> Also: When receiving encrypted Emails, everything is correctly
>> decrypted. Unfortunately this only works with messages that are entirely
>> encrypted. We sometimes get plain text emails with encrypted
>> attachments. - Those are not decrypted automatically and the attachments
>> have to be downloaded and decrypted offline. If someone has a tip how to
>> change this, that would be great !
>>
>> Cheers,
>>
>> David
> 
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> 
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Re: [otrs] how to limit customer queue

2010-01-06 Thread Krasznay László

Hi Martin!

 

I did set those, and only left RAW, buti t still lets the "-" int he queue
list. I want only one queue to be there as default selection.

 

Thank!

Laszlo

 

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Martin Edenhofer
Sent: Wednesday, January 06, 2010 2:19 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] how to limit customer queue

 

Hi Laszlo,

 

I guess you are looking for something like in 

 

SysConfig -> Group "Ticket" -> SubGroup
"Frontend::Customer::Ticket::ViewNew" -> enable "CustomerPanelOwnSelection"
and add/remove the list of queues and names which you want to show for new
ticket creation in the customer interface.

 

Greetings,

 

 -Martin

 

On 06.01.2010, at 14:11, Krasznay László wrote:





Hi all!

 

I found the way to limit the customer to only one queue. The problem is the
customer still have to chose from queue list. Is it possible to remove the
whole option and put all tickets from web interface to the RAW queue?

 

Thanks!

Laszlo

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Re: [otrs] how to limit customer queue

2010-01-06 Thread Martin Edenhofer

Hi Laszlo,

I guess you are looking for something like in 

SysConfig -> Group "Ticket" -> SubGroup "Frontend::Customer::Ticket::ViewNew" 
-> enable "CustomerPanelOwnSelection" and add/remove the list of queues and 
names which you want to show for new ticket creation in the customer interface.

Greetings,

 -Martin

On 06.01.2010, at 14:11, Krasznay László wrote:

> Hi all!
>  
> I found the way to limit the customer to only one queue. The problem is the 
> customer still have to chose from queue list. Is it possible to remove the 
> whole option and put all tickets from web interface to the RAW queue?
>  
> Thanks!
> Laszlo
> -
> 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] Agent Notifications are not sent, plz help

2010-01-06 Thread Martin Edenhofer

Hi Arpit,

did you try to set a "SendmailNotificationEnvelopeFrom"?

SysConfig -> Group "Framework" -> Subgroup "Core::Sendmail" -> Just enter an 
valid envelope from email address for outgoing notifications.

-Martin

On 06.01.2010, at 14:05, Arpit2 G wrote:

> 
> Hello Everyone,
> I am using otrs 2.4.5 with ITSM 1.3.2 on windows 2008 server. I am facing
> one issue: when a user creates a ticket, auto reply is working fine but
> Agent notifications are not working. In preferences they are set to yes.
> Please see the log below and guide me what am i missing here.
> 
> 
> [Wed Jan  6 11:00:09 2010][Notice][Kernel::System::Ticket::TicketCreate]
> New Ticket [201001061084/Hi Demo Ticket] created (TicketID=58,Queue=1st
> Level::XXX,Priority=2-Normal,State=new)
> [Wed Jan  6 11:00:10
> 2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to
> ' ' from 'OTRS System '. HistoryType =>
> SendAutoReply, Subject => [Ticket#201001061084] RE: Hi Demo Ticket;
> [Wed Jan  6 11:00:10
> 2010][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto
> response (SendAutoReply) for Ticket [201001061084] (TicketID=58,
> ArticleID=112) to ' '.
> [Wed Jan  6 11:00:10 2010][Error][Kernel::System::Email::SMTP::Send][149]
> Can't send message: 454Start mail input; end with .
> 5.7.3 Client does not have permission to Send As this sender.
> ! Enable Net::SMTP debug for more info!
> [Wed Jan  6 11:00:10
> 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent
> agent 'NewTicket' notification to ' '.
> [Wed Jan  6 11:00:11 2010][Error][Kernel::System::Email::SMTP::Send][149]
> Can't send message: 454Start mail input; end with .
> 5.7.3 Client does not have permission to Send As this sender.
> ! Enable Net::SMTP debug for more info!
> [Wed Jan  6 11:00:11
> 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent
> agent 'NewTicket' notification to ' '.
> [Wed Jan  6 11:00:12
> 2010][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1
> email(s) from otrs1/XXX.
> 
> Regards
> Arpit Gupta
> 
> =-=-=
> Notice: The information contained in this e-mail
> message and/or attachments to it may contain 
> confidential or privileged information. If you are 
> not the intended recipient, any dissemination, use, 
> review, distribution, printing or copying of the 
> information contained in this e-mail message 
> and/or attachments to it are strictly prohibited. If 
> you have received this communication in error, 
> please notify us by reply e-mail or telephone and 
> immediately and permanently delete the message 
> and any attachments. Thank you

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[otrs] how to limit customer queue

2010-01-06 Thread Krasznay László

Hi all!

 

I found the way to limit the customer to only one queue. The problem is the
customer still have to chose from queue list. Is it possible to remove the
whole option and put all tickets from web interface to the RAW queue?

 

Thanks!

Laszlo

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Re: [otrs] user definable ticket type localisation

2010-01-06 Thread Martin Edenhofer

Hi Norbert,

per default it's not possible to translate ticket types. OTRS is handling it 
like a queue or a free text field (not translated).

We plan to support this kind of localization for future OTRS releases (about 
3.2 or later, it's not scheduled right now).  

 -Martin

On 05.01.2010, at 17:33, Norbert Bede wrote:

> hi,
> 
> Is it possible to translate user definable ticket type to the local language 
> ? I'm tried translations put into localisation file, but doesnt help.
> is there any way to achieve this ?
> 
> norbert

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[otrs] Agent Notifications are not sent, plz help

2010-01-06 Thread Arpit2 G


Hello Everyone,
I am using otrs 2.4.5 with ITSM 1.3.2 on windows 2008 server. I am facing
one issue: when a user creates a ticket, auto reply is working fine but
Agent notifications are not working. In preferences they are set to yes.
Please see the log below and guide me what am i missing here.


[Wed Jan  6 11:00:09 2010][Notice][Kernel::System::Ticket::TicketCreate]
New Ticket [201001061084/Hi Demo Ticket] created (TicketID=58,Queue=1st
Level::XXX,Priority=2-Normal,State=new)
[Wed Jan  6 11:00:10
2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to
' ' from 'OTRS System '. HistoryType =>
SendAutoReply, Subject => [Ticket#201001061084] RE: Hi Demo Ticket;
[Wed Jan  6 11:00:10
2010][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto
response (SendAutoReply) for Ticket [201001061084] (TicketID=58,
ArticleID=112) to ' '.
[Wed Jan  6 11:00:10 2010][Error][Kernel::System::Email::SMTP::Send][149]
Can't send message: 454Start mail input; end with .
5.7.3 Client does not have permission to Send As this sender.
! Enable Net::SMTP debug for more info!
[Wed Jan  6 11:00:10
2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent
agent 'NewTicket' notification to ' '.
[Wed Jan  6 11:00:11 2010][Error][Kernel::System::Email::SMTP::Send][149]
Can't send message: 454Start mail input; end with .
5.7.3 Client does not have permission to Send As this sender.
! Enable Net::SMTP debug for more info!
[Wed Jan  6 11:00:11
2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent
agent 'NewTicket' notification to ' '.
[Wed Jan  6 11:00:12
2010][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1
email(s) from otrs1/XXX.

Regards
Arpit Gupta

=-=-=
Notice: The information contained in this e-mail
message and/or attachments to it may contain 
confidential or privileged information. If you are 
not the intended recipient, any dissemination, use, 
review, distribution, printing or copying of the 
information contained in this e-mail message 
and/or attachments to it are strictly prohibited. If 
you have received this communication in error, 
please notify us by reply e-mail or telephone and 
immediately and permanently delete the message 
and any attachments. Thank you



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Re: [otrs] Questions about PGP and attachments

2010-01-06 Thread Martin Edenhofer

Hi David,

what OTRS version do you use?

Normally you can use "inline" or "detached" PGP.

"inline" means, that only message body gets crypted/signed.

"detached" means, the whole email (message body + attachments) get's 
crypted/signed.

Greetings,

 -Martin

On 06.01.2010, at 12:27, David Eitzinger wrote:

> Hello !
> 
> I just stumpled upon a little problem here: We wanted to use OTRS to
> send out encrypted Emails to clients - including attachments. To my
> surprise, the emails are crypted but the attachment is sent as is. Is
> there an easy way to change this behaviour so the entire message is
> encrypted ?
> 
> Also: When receiving encrypted Emails, everything is correctly
> decrypted. Unfortunately this only works with messages that are entirely
> encrypted. We sometimes get plain text emails with encrypted
> attachments. - Those are not decrypted automatically and the attachments
> have to be downloaded and decrypted offline. If someone has a tip how to
> change this, that would be great !
> 
> Cheers,
> 
> David

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Re: [otrs] Bug #4433 remains unfixed, despite status = Resolved?

2010-01-06 Thread Martin Edenhofer

Hi Mike,

On 06.01.2010, at 08:01, Mike Morris wrote:

> I've just realized that my OTRS system is defaulting to "closed successful" 
> whenever an Agent replies with a Response Template, including the default 
> "Empty Answer" one.
> 
> After much troubleshooting I found the problem, and searched Bug DB... found 
> it has been reported multiple times.
> 
> Bug 4433 reports being the fix, by modifying 
> "Kernel/Modules/AgentTicketCompose.pm" to new rev 1.81.2.3.
> 
> However, when clicking the provided link to view 1.81.2.3 of 
> AgentTicketCompose.pm, the faulty code is still present. (An if/else 
> structure that causes the passed StateID to always be the next state, as 
> opposed to the state defined in DefaultState parameter.)
> 
> I am not a registered user and am not sure that 1.81.2.3 is actually the 
> latest version, but I want to make sure the fix is in 2.4.6. The bug 
> description claims 1.81.2.3 contains the fix - it doesn't look like it does. 
> (The suggested fix works on my system.)
> 
> Is this a cvs commit error, or do I misunderstand?

AgentTicketCompose.pm,v 1.81.2.3 is the latest version and should fix it. And 
I'm sure that normally it is fixing it.

Did you try to restart your webserver (just to be sure that the file got 
reloaded). And in case is it changed on the same machine where you have tested 
it?

Greetings,

 -Martin-
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[otrs] Questions about PGP and attachments

2010-01-06 Thread David Eitzinger

Hello !

I just stumpled upon a little problem here: We wanted to use OTRS to
send out encrypted Emails to clients - including attachments. To my
surprise, the emails are crypted but the attachment is sent as is. Is
there an easy way to change this behaviour so the entire message is
encrypted ?

Also: When receiving encrypted Emails, everything is correctly
decrypted. Unfortunately this only works with messages that are entirely
encrypted. We sometimes get plain text emails with encrypted
attachments. - Those are not decrypted automatically and the attachments
have to be downloaded and decrypted offline. If someone has a tip how to
change this, that would be great !

Cheers,

David
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