[otrs] Reports output unreadable

[Sarah Baker]

How do I change the font used for report output.  The layout is impossible to 
read, is there a place in the system configurations
I should be looking on what font, formatting, etc?
-Sarah

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[otrs] RebuildTicketIndex.pl error

[hpsbigcat]

Dear All,

   My OTRS 2.4.5 box is running on Centos 5.4 and now have a problem when I
run RebuildTicketIndex.pl.  The error message as following, would any one
can help me ?

[r...@otrs01 bin]# ./RebuildTicketIndex.pl
ERROR: OTRS-RebuildTicketIndex-10 Perl: 5.8.8 OS: linux Time: Thu Feb 11
08:29:07 2010

 Message: No such TicketID (1331)!

 Traceback (23546):
   Module: Kernel::System::Ticket::TicketGet (v1.416.2.5) Line: 997
   Module:
Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockAcceleratorAdd
(v1.69.2.1) Line: 219
   Module:
Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketAcceleratorRebuild
(v1.69.2.1) Line: 416
   Module: ./RebuildTicketIndex.pl (v1.18) Line: 58

-- 
Tiger

hpsbig...@gmail.com
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[otrs] ticket share transitive relationship

[Luis Daniel Lucio Quiroz]

hi all,

we've sucessfully setup ticket share, so user A may se B's tickets, and user B 
does C'es.  how ever, we wonder if there is a way to let by transitive 
relationship to let A does C'es without telling A to C in an explicit way.

TIA

LD
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Re: [otrs] no connection to syslog available

[Deniz Rende]

Hi Leonardo,

I do have Config.pm files in the following locations:

/opt/otrs/Kernel/Config.pm.dist
/opt/otrs/Kernel/Config.pm
/opt/otrs/Kernel/System/Config.pm
/opt/otrs/Kernel/Modules/AdminSysConfig.pm

I also have syslog enabled in the zone:

r...@zotrs# svcs -a | grep system-log
online 14:38:47 svc:/system/system-log:default

I commented out
$Self->{'LogModule'} = 'Kernel::System::Log::SysLog';
in /opt/otrs/Kernel/Config.pm and restarted the server instance, but I did
not have any luck.

I am not sure what I am missing here..

On Wed, Feb 10, 2010 at 3:56 PM, Leonardo Certuche <
leonardo.certu...@itcon-ltda.com> wrote:

> Hi,
>
> Just shooting in the dark here:
>
> Syslog is not the only option to store OTRS logs, at the point you reached,
> I guess you already have a Config.pm file, have you checked it? mine looks
> like this and I'm using syslog, I guess if you don't have syslog enabled on
> your box, you could get rid of the second line and then run again
> installer.pl to see what happens
>
>$Self->{'LogModule::LogFile'} = '/tmp/otrs.log';
>$Self->{'LogModule'} = 'Kernel::System::Log::SysLog';
>
> Hope it helps,
>
> Leonardo Certuche
>
>
> On Wed, Feb 10, 2010 at 4:11 PM, Deniz Rende wrote:
>
>> Hi Folks,
>>
>> I installed otrs on a Solaris 10 x86 zone with ActivePerl 5.10 solaris
>> pkg. The installation went smoothly and I was able to set up mysql database
>> through gui. At the end of the 4'th step, when I try to go to the link
>> provided, I face with the following error:
>>
>> Software error:
>>
>> no connection to syslog available
>>  - unix dgram connect: Socket operation on non-socket at 
>> ../..//Kernel/System/Log/SysLog.pm line 63
>>
>>  For help, please send mail to this site's webmaster, giving this error
>> message and the time and date of the error.
>>
>>
>> I did some search on the list but I could not find an answer to solve the
>> problem.
>>
>> I am using Sun Java Web Server 7.0 and I have the following warnings from
>> the error logs:
>>
>> 10/Feb/2010:15:01:53  warning for host 192.168.1.100 trying to GET /otrs/
>> index.pl, /opt/otrs/bin/cgi-bin/index.pl reports: CORE4385: stderr: [Wed
>> Feb 10 15:01:53 2010] index.pl: DBD::mysql::db do failed: Unknown system
>> variable 'NAMES' at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line
>> 427.
>>   10/Feb/2010:15:01:53  warning for host 192.168.1.100 trying to GET
>> /otrs/index.pl, /opt/otrs/bin/cgi-bin/index.pl reports: CORE4385: stderr:
>> [Wed Feb 10 15:01:53 2010] index.pl: no connection to syslog available
>>   10/Feb/2010:15:01:53  warning for host 192.168.1.100 trying to GET
>> /otrs/index.pl, /opt/otrs/bin/cgi-bin/index.pl reports: CORE4385: stderr:
>> [Wed Feb 10 15:01:53 2010] index.pl: - unix dgram connect: Socket
>> operation on non-socket at ../..//Kernel/System/Log/SysLog.pm line 63
>>
>> Here is what I am using
>>
>> r...@zotrs# cat /etc/release
>>Solaris 10 10/09 s10x_u8wos_08a X86
>> .
>> r...@zotrs# perl -v
>>
>> This is perl, v5.10.1 built for x86-solaris-thread-multi
>> (with 2 registered patches, see perl -V for more detail)
>> 
>>
>> OTRS 2.4.7 Source Downloaded from otrs.org
>>
>> Modules:
>>  o CGIok (v3.45)
>>o Date::Pcalcok (v1.2)
>>o Date::Format...ok (v2.24)
>>o DBIok (v1.607)
>>o DBD::mysql.ok (v4.013)
>>o Digest::MD5ok (v2.39)
>>o Crypt::PasswdMD5...ok (v1.3)
>>o LWP::UserAgent.ok (v5.829)
>>o Encode::HanExtra...Not installed! (Optional - Required to
>> handl
>> e mails with several Chinese character sets.)
>>o IO::Scalar.ok (v2.110)
>>o IO::Wrap...ok (v2.110)
>>o MIME::Base64...ok (v3.08)
>>o Mail::Internet.ok (v2.04)
>>o MIME::Toolsok (v5.427)
>>o Net::DNS...ok (v0.66)
>>o Net::POP3..ok (v2.29)
>>o Mail::POP3Client...ok (v2.18 )
>>   o IO::Socket::SSL.ok (v1.31)
>>o Net::IMAP::Simple..ok (v1.17)
>>   o Net::IMAP::Simple::SSL..ok (v1.3)
>>o Net::SMTP..ok (v2.31)
>>   o Authen::SASLok (v2.12)
>>   o Net::SMTP::SSL..ok (v1.01)
>>o Net::LDAP..Not installed! (Optional - Required
>> for directory authentication.)
>>o GD.ok (v2.44)
>>   o GD::Textok (v0.86)
>>   o GD::Graph...ok (v1.44)
>>   o GD::Graph::linesok (v1.15)
>>   o GD::Text::Align.ok (v1.18)
>>o PDF::API2..ok (v0.73)
>>   o Compress::Zlib..ok (v2.02)
>>o SOAP::Lite.ok (v0.710.10)
>>o XML::Parser...

Re: [otrs] no connection to syslog available

[Leonardo Certuche]

Hi,

Just shooting in the dark here:

Syslog is not the only option to store OTRS logs, at the point you reached,
I guess you already have a Config.pm file, have you checked it? mine looks
like this and I'm using syslog, I guess if you don't have syslog enabled on
your box, you could get rid of the second line and then run again
installer.pl to see what happens

   $Self->{'LogModule::LogFile'} = '/tmp/otrs.log';
   $Self->{'LogModule'} = 'Kernel::System::Log::SysLog';

Hope it helps,

Leonardo Certuche


On Wed, Feb 10, 2010 at 4:11 PM, Deniz Rende  wrote:

> Hi Folks,
>
> I installed otrs on a Solaris 10 x86 zone with ActivePerl 5.10 solaris pkg.
> The installation went smoothly and I was able to set up mysql database
> through gui. At the end of the 4'th step, when I try to go to the link
> provided, I face with the following error:
>
> Software error:
>
> no connection to syslog available
>   - unix dgram connect: Socket operation on non-socket at 
> ../..//Kernel/System/Log/SysLog.pm line 63
>
>  For help, please send mail to this site's webmaster, giving this error
> message and the time and date of the error.
>
>
> I did some search on the list but I could not find an answer to solve the
> problem.
>
> I am using Sun Java Web Server 7.0 and I have the following warnings from
> the error logs:
>
> 10/Feb/2010:15:01:53  warning for host 192.168.1.100 trying to GET /otrs/
> index.pl, /opt/otrs/bin/cgi-bin/index.pl reports: CORE4385: stderr: [Wed
> Feb 10 15:01:53 2010] index.pl: DBD::mysql::db do failed: Unknown system
> variable 'NAMES' at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line
> 427.
>   10/Feb/2010:15:01:53  warning for host 192.168.1.100 trying to GET
> /otrs/index.pl, /opt/otrs/bin/cgi-bin/index.pl reports: CORE4385: stderr:
> [Wed Feb 10 15:01:53 2010] index.pl: no connection to syslog available
>   10/Feb/2010:15:01:53  warning for host 192.168.1.100 trying to GET
> /otrs/index.pl, /opt/otrs/bin/cgi-bin/index.pl reports: CORE4385: stderr:
> [Wed Feb 10 15:01:53 2010] index.pl: - unix dgram connect: Socket
> operation on non-socket at ../..//Kernel/System/Log/SysLog.pm line 63
>
> Here is what I am using
>
> r...@zotrs# cat /etc/release
>Solaris 10 10/09 s10x_u8wos_08a X86
> .
> r...@zotrs# perl -v
>
> This is perl, v5.10.1 built for x86-solaris-thread-multi
> (with 2 registered patches, see perl -V for more detail)
> 
>
> OTRS 2.4.7 Source Downloaded from otrs.org
>
> Modules:
>  o CGIok (v3.45)
>o Date::Pcalcok (v1.2)
>o Date::Format...ok (v2.24)
>o DBIok (v1.607)
>o DBD::mysql.ok (v4.013)
>o Digest::MD5ok (v2.39)
>o Crypt::PasswdMD5...ok (v1.3)
>o LWP::UserAgent.ok (v5.829)
>o Encode::HanExtra...Not installed! (Optional - Required to
> handl
> e mails with several Chinese character sets.)
>o IO::Scalar.ok (v2.110)
>o IO::Wrap...ok (v2.110)
>o MIME::Base64...ok (v3.08)
>o Mail::Internet.ok (v2.04)
>o MIME::Toolsok (v5.427)
>o Net::DNS...ok (v0.66)
>o Net::POP3..ok (v2.29)
>o Mail::POP3Client...ok (v2.18 )
>   o IO::Socket::SSL.ok (v1.31)
>o Net::IMAP::Simple..ok (v1.17)
>   o Net::IMAP::Simple::SSL..ok (v1.3)
>o Net::SMTP..ok (v2.31)
>   o Authen::SASLok (v2.12)
>   o Net::SMTP::SSL..ok (v1.01)
>o Net::LDAP..Not installed! (Optional - Required for
> directory authentication.)
>o GD.ok (v2.44)
>   o GD::Textok (v0.86)
>   o GD::Graph...ok (v1.44)
>   o GD::Graph::linesok (v1.15)
>   o GD::Text::Align.ok (v1.18)
>o PDF::API2..ok (v0.73)
>   o Compress::Zlib..ok (v2.02)
>o SOAP::Lite.ok (v0.710.10)
>o XML::Parserok (v2.36)
>
>
> What seems to be the problem? Any ideas?
>
> Please let me know if I need to supply any other information.
>
> Thanks.
>
>
> --
> Deniz Rende
> E-mail: deniz.re...@gmail.com
> Phone: +1 (224) 789-UNIX (8649)
> Mobile: +1 (816) 213-2139
> Web: http://www.deniz-rende.com/blog
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
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>
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[otrs] no connection to syslog available

[Deniz Rende]

Hi Folks,

I installed otrs on a Solaris 10 x86 zone with ActivePerl 5.10 solaris pkg.
The installation went smoothly and I was able to set up mysql database
through gui. At the end of the 4'th step, when I try to go to the link
provided, I face with the following error:

Software error:

no connection to syslog available
- unix dgram connect: Socket operation on non-socket at
../..//Kernel/System/Log/SysLog.pm line 63

 For help, please send mail to this site's webmaster, giving this error
message and the time and date of the error.


I did some search on the list but I could not find an answer to solve the
problem.

I am using Sun Java Web Server 7.0 and I have the following warnings from
the error logs:

10/Feb/2010:15:01:53  warning for host 192.168.1.100 trying to GET /otrs/
index.pl, /opt/otrs/bin/cgi-bin/index.pl reports: CORE4385: stderr: [Wed Feb
10 15:01:53 2010] index.pl: DBD::mysql::db do failed: Unknown system
variable 'NAMES' at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line
427.
  10/Feb/2010:15:01:53  warning for host 192.168.1.100 trying to GET /otrs/
index.pl, /opt/otrs/bin/cgi-bin/index.pl reports: CORE4385: stderr: [Wed Feb
10 15:01:53 2010] index.pl: no connection to syslog available
  10/Feb/2010:15:01:53  warning for host 192.168.1.100 trying to GET /otrs/
index.pl, /opt/otrs/bin/cgi-bin/index.pl reports: CORE4385: stderr: [Wed Feb
10 15:01:53 2010] index.pl: - unix dgram connect: Socket operation on
non-socket at ../..//Kernel/System/Log/SysLog.pm line 63

Here is what I am using

r...@zotrs# cat /etc/release
   Solaris 10 10/09 s10x_u8wos_08a X86
.
r...@zotrs# perl -v

This is perl, v5.10.1 built for x86-solaris-thread-multi
(with 2 registered patches, see perl -V for more detail)


OTRS 2.4.7 Source Downloaded from otrs.org

Modules:
 o CGIok (v3.45)
   o Date::Pcalcok (v1.2)
   o Date::Format...ok (v2.24)
   o DBIok (v1.607)
   o DBD::mysql.ok (v4.013)
   o Digest::MD5ok (v2.39)
   o Crypt::PasswdMD5...ok (v1.3)
   o LWP::UserAgent.ok (v5.829)
   o Encode::HanExtra...Not installed! (Optional - Required to
handl
e mails with several Chinese character sets.)
   o IO::Scalar.ok (v2.110)
   o IO::Wrap...ok (v2.110)
   o MIME::Base64...ok (v3.08)
   o Mail::Internet.ok (v2.04)
   o MIME::Toolsok (v5.427)
   o Net::DNS...ok (v0.66)
   o Net::POP3..ok (v2.29)
   o Mail::POP3Client...ok (v2.18 )
  o IO::Socket::SSL.ok (v1.31)
   o Net::IMAP::Simple..ok (v1.17)
  o Net::IMAP::Simple::SSL..ok (v1.3)
   o Net::SMTP..ok (v2.31)
  o Authen::SASLok (v2.12)
  o Net::SMTP::SSL..ok (v1.01)
   o Net::LDAP..Not installed! (Optional - Required for
directory authentication.)
   o GD.ok (v2.44)
  o GD::Textok (v0.86)
  o GD::Graph...ok (v1.44)
  o GD::Graph::linesok (v1.15)
  o GD::Text::Align.ok (v1.18)
   o PDF::API2..ok (v0.73)
  o Compress::Zlib..ok (v2.02)
   o SOAP::Lite.ok (v0.710.10)
   o XML::Parserok (v2.36)


What seems to be the problem? Any ideas?

Please let me know if I need to supply any other information.

Thanks.


-- 
Deniz Rende
E-mail: deniz.re...@gmail.com
Phone: +1 (224) 789-UNIX (8649)
Mobile: +1 (816) 213-2139
Web: http://www.deniz-rende.com/blog
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Re: [otrs] Stats - Number of calls / emails before closure

[Prince Chavez]

Hi Leo,

Followed your advise and worked for me, below is the query I used in
case anyone wanted to know (ran and exported using phpMyAdmin on the
machine):

SELECT ticket.tn as 'Ticket Number',article.a_subject,queue.name as
'Queue',users.first_name,users.last_name,ticket.create_time,ticket_state.name,count(*)
as 'Replies' FROM ticket JOIN article on ticket.id = article.ticket_id
JOIN ticket_state ON ticket.ticket_state_id = ticket_state.id JOIN
queue on ticket.queue_id = queue.id JOIN users on ticket.user_id =
users.id WHERE(ticket.create_time between DATE('2010-01-01') AND
DATE('2010-02-01')) GROUP BY ticket.tn ORDER BY ticket.create_time ASC

Regards,

 Prince
Chavez
 Customer Relations Manager 
TonerBoss.com
714-482-0377 x 6524
 This message is intended solely for the use of the original
addressee(s) and may contain information that is privileged and
confidential. Any unauthorized dissemination of this communication is
strictly prohibited. If you are not the intended recipient, you are
notified that any dissemination of this communication is prohibited. 




Leonardo Certuche wrote:
Hi,
  
You could write an SQL query. All the info you're asking is stored in
the article table. Each entry has the ticket_id (related to the ticket
table where you find the real ticket number - tn), the article_type_id
(related to the article_type table where you find the type of updates),
who made it (a_from), what subject (a_subject), what was wrote (a_body)
and when (create_time)
  
Take a look at the database schema ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png
so you get a better picture of how all info is stored and related
  
Leonardo Certuche
  
  
  On Wed, Feb 3, 2010 at 9:05 PM, Prince
Chavez 
wrote:
  
Hi all,

How can we track the number of updates (notes, phonecalls, emails) on a
ticket before it was marked closed?

Thanks in advance!

-- 
 Prince
Chavez
 Customer Relations
Manager 
TonerBoss.com
714-482-0377 x 6524
 This message is intended solely for the use of the original
addressee(s) and may contain information that is privileged and
confidential. Any unauthorized dissemination of this communication is
strictly prohibited. If you are not the intended recipient, you are
notified that any dissemination of this communication is prohibited. 




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Re: [otrs] difference in phone and email tickets

[Marco Vannini]

OMG... I've see that the caption is just clear enough (inboud and
outbound)...

On Wed, Feb 10, 2010 at 7:50 PM, Marco Vannini wrote:

> right! you convinced me. I'll rename that link to incoming and outgoing
> issue, it's better for my users ...
>
> Thank you.
>
> MV
>
> On Wed, Feb 10, 2010 at 7:26 PM, Nils Leideck - ITSM <
> nils.leid...@leidex.net> wrote:
>
>> Hi,
>>
>> On 10.02.2010, at 15:20, Marco Vannini wrote:
>>
>> mmmh, I've always found hard to explain that to my too... this because in
>> phone you have a "free" from, so it could be a
>> customer/internal/extemporaneal  request too, in the other case you just
>> have a "queue selection" as from.
>>
>>
>> Phone-Ticket is for incoming issues, like phonecalls or something you were
>> told during lunchtime or kinds of that.
>> Email-Ticket is for outgoing issues, like "Dear external Service Provider,
>> our plants are dry" or "Dear Customers, tomorrow we will have slow internet
>> connection for about one hour."
>>
>> Other Channels are:
>>
>> Incoming Email
>> SOAP
>> DB
>>
>> Nils Leideck
>>
>> --
>> Nils Leideck
>> Senior Consultant
>>
>> nils.leid...@leidex.net
>> nils.leid...@otrs.com
>>
>>
>> http://webint.cryptonode.de / a Fractal project
>>
>> CU @ CeBIT 2010 in Hannover, Germany  and get to
>> know more about OTRS
>> at booth no. C37 in hall 2 from March 2-6, 2010!
>>
>>
>>
>>
>>
>>
>>
>> -
>> 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] difference in phone and email tickets

[Marco Vannini]

right! you convinced me. I'll rename that link to incoming and outgoing
issue, it's better for my users ...

Thank you.

MV

On Wed, Feb 10, 2010 at 7:26 PM, Nils Leideck - ITSM <
nils.leid...@leidex.net> wrote:

> Hi,
>
> On 10.02.2010, at 15:20, Marco Vannini wrote:
>
> mmmh, I've always found hard to explain that to my too... this because in
> phone you have a "free" from, so it could be a
> customer/internal/extemporaneal  request too, in the other case you just
> have a "queue selection" as from.
>
>
> Phone-Ticket is for incoming issues, like phonecalls or something you were
> told during lunchtime or kinds of that.
> Email-Ticket is for outgoing issues, like "Dear external Service Provider,
> our plants are dry" or "Dear Customers, tomorrow we will have slow internet
> connection for about one hour."
>
> Other Channels are:
>
> Incoming Email
> SOAP
> DB
>
> Nils Leideck
>
> --
> Nils Leideck
> Senior Consultant
>
> nils.leid...@leidex.net
> nils.leid...@otrs.com
>
>
> http://webint.cryptonode.de / a Fractal project
>
> CU @ CeBIT 2010 in Hannover, Germany  and get to know
> more about OTRS
> at booth no. C37 in hall 2 from March 2-6, 2010!
>
>
>
>
>
>
>
> -
> 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] Add elements to Dashboard in 2.4.6

[Michiel Beijen]

Hi Karsten,

actually, adding another instance of the Image or adding another feed
is as simple as duplicating the configuration.

If you're german, read this:
http://www.jbothe.de/blog/?p=180
http://www.jbothe.de/blog/?p=195

and if you're not German:

Configure one image in the dashboard via Sysconfig, then look up the
section in Kernel/Config/Files/ZZZAuto.pm and copy it over to
Kernel/Config.pm where you localize it and change the config option
name.
Alternatively:
Copy the XML snippet in Kernel/Files/Framework.xml that stores the
configuration for the dashboard image, copy it into a new file called
Karsten.xml or something more descriptive, change the name in the
ConfigItem Name tag to have a unique name. Now you can configure the
second, or third, or .. instance of the image, just via the SysConfig.

HTH,

--
Michiel Beijen
R&D

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On Wed, Feb 10, 2010 at 10:55 AM, Karsten Heymann
 wrote:
> Hi,
>
> we're running 2.4.6 (update to 2.4.7 already scheduled) and I'm
> currently looking into how the Dashboard could be adapted to our
> needs. For now I have a simple question: Is it possible to add more
> Elements to the dashboard, let's say a second DashboardImage instance? I
> would have expected to be able to add these in the sysconfig, but found
> no way to do it in Framework -> Frontend::Agent::Dashboard. Did I
> overlook something?
>
> Yours
> Karsten
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Re: [otrs] difference in phone and email tickets

[Nils Leideck - ITSM]

Hi,

On 10.02.2010, at 15:20, Marco Vannini wrote:

> mmmh, I've always found hard to explain that to my too... this because in 
> phone you have a "free" from, so it could be a 
> customer/internal/extemporaneal  request too, in the other case you just have 
> a "queue selection" as from.


Phone-Ticket is for incoming issues, like phonecalls or something you were told 
during lunchtime or kinds of that.
Email-Ticket is for outgoing issues, like "Dear external Service Provider, our 
plants are dry" or "Dear Customers, tomorrow we will have slow internet 
connection for about one hour."

Other Channels are:

Incoming Email
SOAP
DB

Nils Leideck

-- 
Nils Leideck
Senior Consultant

nils.leid...@leidex.net
nils.leid...@otrs.com


http://webint.cryptonode.de / a Fractal project

CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS 
at booth no. C37 in hall 2 from March 2-6, 2010!






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Re: [otrs] Different sender e-mail adres for different queques

[Nils Leideck - ITSM]

Hi,

On 10.02.2010, at 15:04, Aleksander Walesa wrote:

> We are facing problem with default config of OTRS – we are supporting 
> different companies with our system. OTS is checking different e-mial 
> accounts (in customer’s e-mail systems) and placing the tickets in proper 
> queues. This is OK, but when we reply to the ticket it always is with sender 
> adders of our e-mail domain. Is there w way to assign different smtp sender 
> address to different queues? – we just want to send emails to customers from 
> theirs e-mial domains.

you can define one sender email per Queue.
First you need to add the email addresses in the Adminpanel.

Nils Leideck

-- 
Nils Leideck
Senior Consultant

nils.leid...@leidex.net
nils.leid...@otrs.com


http://webint.cryptonode.de / a Fractal project

CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS 
at booth no. C37 in hall 2 from March 2-6, 2010!






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Re: [otrs] Fwd: Cron $HOME/bin/PostMasterMailbox.pl >> /dev/null

[Nils Leideck - ITSM]

Hi,

On 10.02.2010, at 12:53, Martin Wong wrote:

> Hi all, I'm getting this error for some reason.
> Does anyone know what's happening?
> 
> Begin forwarded message:
> 
>> 差出人: r...@xx (Cron Daemon)
>> 日時: 2010年2月10日 22:50:02:GMT+11:00
>> 宛先: r...@xx
>> 件名: Cron  $HOME/bin/PostMasterMailbox.pl >> /dev/null
>> 
>> Error in tempfile() using ./XX: Could not create temp file 
>> ./VEcCv5EgfD: Permission denied at /opt/otrs/Kernel/cpan-lib/MIME/Tools.pm 
>> line 172



seems to be an permission issue for the "otrs" user who is executing the scrips 
in his cronjobs.
You should have a look at $OTRS_HOME/bin/SetPermissons.sh --help

Nils Leideck

-- 
Nils Leideck
Senior Consultant

nils.leid...@leidex.net
nils.leid...@otrs.com


http://webint.cryptonode.de / a Fractal project

CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS 
at booth no. C37 in hall 2 from March 2-6, 2010!






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[otrs] I have a problem with SLA, when i am changing the Times zone to UTC,

[ramana]

Hi Every One,

I have a problem with SLA, when i am changing the Times zone to UTC,  
Can any once give me the solution for this.




Normaly my Time zone  Asia/Kollata. with this the SLA are working fine.
according office hour only.

when i am changing to UTC time zone, The SLA is taking non-office hours 
also.


for example :- 9:00 AM to 6:00PM my office hours on *core::time*

according to this timings i set SLA,

If any user is raise a new ticket at 8:00PM -- this ticket SLA should 
start from next day 9:00AM to SLA period.


The above example is SLA working in  Asia/Kollata Time zone.  

When i changed to UTC Time Zone my OTRS server system and OTRS --> 
sysconfig-->Framework-->core::time-->Time zone user -->YES.


after this changes the customer can Login any country the Date & Time 
takes from there local system.--- this is fine.


but SLA is calulacating the non-office hours

For example: SLA is 4 hours.
If any customer is raise a new ticket at 7:00PM -- it showing Solution 
time is 23:00PM.


Can any once give me the solution for this.

Regards,
Ramana









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[otrs] Display order for Owner Agents in ticket creation screen...?

[Martin Møller]

Hi again.
 
It looks like the Owner field is always populated thusly : UserLastname 
UserFirstName (UserLogin)
Is there a .dtl file og something where I can change this to: UserFirstname 
UserLastname (UserLogin)?
 
I have already done so with AgentDashboardUserOnline.dtl, but cannot locate 
this other location
 
Regards,
 
/Martin.
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[otrs] Ticket Subject Rules

[Gazizov Andrey]

Hi Leonardo!

Thanks a lot! I will read it ;-)

Leonardo Certuche wrote:

Hi,

Have you read /opt/otrs/Kernel/Config/GenericAgent.pm.examples ?
There you can find several examples on how to process tickets 
depending on its subject


Leonardo Certuche


On Wed, Feb 10, 2010 at 5:21 AM, Gazizov Andrey > wrote:


Good day.

Is it possible in OTRS when creating new ticket if the subject of
it failed to meet certain conditions (described in configs or
other places) ticket has not created and an error message is printed?

Thanks in advance.

-- 
Best regards,

Andrey Gazizov

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--
Best regards,
Andrey Gazizov
RETN

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Re: [otrs] Followup notification

[Maurício Ramos]

Hello, in our implementation (of v2.3.4) when we create the agents we also 
configure the attribute "Follow up notification" . Then, by "Notifications" [we 
do not have the option "Notification (events)" in v2.3.4] we configure the 
proper follow up notifications, i.e, "pt_BR::Agent::FollowUp" or 
"en::Agent::FollowUp".

About the agents selecting their queues, each agent, here, when he/she logs, 
he/she goes to "Preferences" and set them accordingly to the queues they give 
support to. Another idea could be a batch sql to insert these users/queues 
preferences in table "personal_queues".








[cid:image001.gif@01CAAA4F.96702270]

Mauricio de Andrade Ramos - Consultant I
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88032-000 - Florianópolis - Santa Catarina - Brasil
Tel. + 55 48 2108 0104 * Fax. + 55 48 2108 0129
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in error, please contact the sender and delete the material from any computer.


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Guillaume Rehm
Sent: quarta-feira, 10 de fevereiro de 2010 12:07
To: User questions and discussions about OTRS.org
Subject: [otrs] Followup notification

Hi,

How to notify on followup a ticket owner by Notification (event) interface ?

I would like to notify ticket owner about followup by customer. But I can't 
select prefered queue for all my agents. And if agent doesn't selected there 
prefered queues they aren't notify ! Is that why I use Notification (event) to 
notify them on TicketCreate event. But how to do that on followup ?

Do you have an idea how to resolve this problem ?

Thanks in advance for all your help.


--

Guillaume REHM

Centre de Ressources Informatiques

Responsable Sécurité du Système d'Information (RSSI)



Bibliothèque Nationale et Universitaire de Strasbourg

5 rue du Maréchal Joffre

BP 51029

67070 Strasbourg



tél: 03 88 25 28 23

fax: 03 88 25 28 03

mail: guillaume.r...@bnu.fr

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Re: [otrs] Ticket Subject Rules

[Leonardo Certuche]

Hi,

Have you read /opt/otrs/Kernel/Config/GenericAgent.pm.examples ?
There you can find several examples on how to process tickets depending on
its subject

Leonardo Certuche


On Wed, Feb 10, 2010 at 5:21 AM, Gazizov Andrey  wrote:

> Good day.
>
> Is it possible in OTRS when creating new ticket if the subject of it failed
> to meet certain conditions (described in configs or other places) ticket has
> not created and an error message is printed?
>
> Thanks in advance.
>
> --
> Best regards,
> Andrey Gazizov
>
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Re: [otrs] How to add a new field in email ticket form

[Leonardo Certuche]

Hi,

All is done in SysConfig, first look for freetext and define freetext and
freekeys, take note of the number you used (example freetext1) and then
search in sysconfig for Frontend::Agent::Ticket::ViewEmailNew and enable the
TicketFreeText (in this case 1), put 1 for optional and 2 for mandatory

Leonardo Certuche


On Wed, Feb 10, 2010 at 12:31 AM, manish ramteke  wrote:

> Hi,
>
> Do any one have idea about how to add new field in ticket form.Any help is
> appreciated.
>
>
> On Tue, Feb 9, 2010 at 10:42 AM, manish ramteke <
> manish.s.ramt...@gmail.com> wrote:
>
>> Hi,
>>
>> I am using OTRS 2.4.5 and  I want to add a new field "Severity" in email
>> ticket form.
>> Can anyone guide me what changes do I need in configuration and database
>> in order to achieve this.
>>
>>
>> Regards,
>> Manish Ramteke
>>
>>
>>
>>
>
>
> --
> Regards,
> Manish Ramteke
> Mobile 9604861644
>
>
>
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Re: [otrs] difference in phone and email tickets

[Marco Vannini]

mmmh, I've always found hard to explain that to my too... this because in
phone you have a "free" from, so it could be a
customer/internal/extemporaneal  request too, in the other case you just
have a "queue selection" as from.

Told that I was waiting for a suggestion too... :D

MV

On Wed, Feb 10, 2010 at 3:15 PM, Leonardo Certuche <
leonardo.certu...@itcon-ltda.com> wrote:

> Hi,
>
> With both you do basically the same: register a ticket, but with email
> ticket, as its name suggests, you can send an email to several recipients at
> the same time.
>
> Leonardo Certuche
>
>
> On Tue, Feb 9, 2010 at 1:43 AM, manish ramteke  > wrote:
>
>> Hi,
>>
>> In which cases one would need to chose between phone ticket and email
>> ticket.What's the major difference between these two.
>>
>>
>> Regards,
>> Manish Ramteke
>>
>>
>>
>>
>> -
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>>
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>
>
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Re: [otrs] difference in phone and email tickets

[Leonardo Certuche]

Hi,

With both you do basically the same: register a ticket, but with email
ticket, as its name suggests, you can send an email to several recipients at
the same time.

Leonardo Certuche


On Tue, Feb 9, 2010 at 1:43 AM, manish ramteke
wrote:

> Hi,
>
> In which cases one would need to chose between phone ticket and email
> ticket.What's the major difference between these two.
>
>
> Regards,
> Manish Ramteke
>
>
>
>
> -
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[otrs] Different sender e-mail adres for different queques

[Aleksander Walesa]

Hi everyone,

We are facing problem with default config of OTRS - we are supporting different 
companies with our system. OTS is checking different e-mial accounts (in 
customer's e-mail systems) and placing the tickets in proper queues. This is 
OK, but when we reply to the ticket it always is with sender adders of our 
e-mail domain. Is there w way to assign different smtp sender address to 
different queues? - we just want to send emails to customers from theirs e-mial 
domains.

Regards,

Alex
POLAND
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[otrs] Followup notification

[Guillaume Rehm]

Hi,

How to notify on followup a ticket owner by Notification (event) interface ?

I would like to notify ticket owner about followup by customer. But I 
can't select prefered queue for all my agents. And if agent doesn't 
selected there prefered queues they aren't notify ! Is that why I use 
Notification (event) to notify them on TicketCreate event. But how to do 
that on followup ?


Do you have an idea how to resolve this problem ?

Thanks in advance for all your help.

--
Guillaume REHM
Centre de Ressources Informatiques
Responsable Sécurité du Système d'Information (RSSI)

Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
67070 Strasbourg

tél: 03 88 25 28 23
fax: 03 88 25 28 03
mail: guillaume.r...@bnu.fr
web: http://www.bnu.fr

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[otrs] Fwd: Cron $HOME/bin/PostMasterMailbox.pl >> /dev/null

[Martin Wong]

Hi all, I'm getting this error for some reason.

Does anyone know what's happening?

Begin forwarded message:


差出人: r...@xx (Cron Daemon)
日時: 2010年2月10日 22:50:02:GMT+11:00
宛先: r...@xx
件名: Cron  $HOME/bin/PostMasterMailbox.pl  
>> /dev/null


Error in tempfile() using ./XX: Could not create temp file ./ 
VEcCv5EgfD: Permission denied at /opt/otrs/Kernel/cpan-lib/MIME/ 
Tools.pm line 172


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[otrs] UPN (User Principal Name) Active Directory logon problem

[Vesa Jylhä]

Hi,

I've been managing to configure my OTRS installation to allow users 
authenticate against Active Directory using their pre win 2000 style account 
(for example "testperson"). I was wondering would it be possible to use their 
UPN (User Principal Name) 
testperson.test...@localhost.intra 
account to log in? Below is my current configuration, whatkind of changes i 
should do?

My Config.pm:

#Enable LDAP authentication for Customers / Users
  $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
  $Self->{'Customer::AuthModule::LDAP::Host'} = 
'domaincontroller.localhost.intra';
  $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=localhost,dc=intra';
  $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
#The following is valid but would only be necessary if the
#anonymous user do NOT have permission to read from the LDAP tree
  $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 
'CN=otrsuser,OU=Users,OU=KSRK,DC=localhost,DC=intra';
  $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
#CustomerUser
#(customer user database backend and settings)
$Self->{CustomerUser} = {
  Module => 'Kernel::System::CustomerUser::LDAP',
  Params => {
  Host => 'domaincontroller.locahost.intra',
  BaseDN => 'DC=localhost,DC=intra',
  SSCOPE => 'sub',
  UserDN =>'CN=otrsuser,OU=Users,OU=KSRK,DC=localhost,DC=intra',
  UserPw => 'password',
},
# customer unique id
CustomerKey => 'sAMAccountName',
# customer #
CustomerID => 'mail',
CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
Map => [
  # note: Login, Email and CustomerID needed!
  # var, frontend, storage, shown, required, storage-type
  #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
  [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
  [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
  [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
  [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
  [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
  [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
  #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
  #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
],
  };
#Add the following lines when only users are allowed to login if they reside in 
the spicified security group
#Remove these lines if you want to provide login to all users specified in the 
User Base DN
#example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, 
dc=example, dc=com';
  $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 
'CN=otrs_ldap_allow_c,OU=Groups,OU=KSRK,DC=localhost,DC=intra';
  $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
  $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'
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[otrs] Themeing the 'Customer Info' portion of the AgentTicketZoom view?

[Martin Møller]

Hi all.
 
I have tried hard to find where the data that gets inserted in the Customer 
Info: portion of the Agent Ticket Zoom view comes from.
 
There is this block:
# show customer info table



$Text{"Customer Info"}:
$Data{"CustomerTable"}



But how $Data{"CustomerTable"} gets populated, I cannot quite see.
All I really want it to make sure the cutoff for any fields happen later that 
it currently does, or possibly not at all.
 
Does anyone know where this is found?
 
Regards,
 
/Martin.
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[otrs] Add elements to Dashboard in 2.4.6

[Karsten Heymann]

Hi,

we're running 2.4.6 (update to 2.4.7 already scheduled) and I'm
currently looking into how the Dashboard could be adapted to our
needs. For now I have a simple question: Is it possible to add more
Elements to the dashboard, let's say a second DashboardImage instance? I
would have expected to be able to add these in the sysconfig, but found
no way to do it in Framework -> Frontend::Agent::Dashboard. Did I
overlook something?

Yours
Karsten
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[otrs] Ticket Subject Rules

[Gazizov Andrey]

Good day.

Is it possible in OTRS when creating new ticket if the subject of it 
failed to meet certain conditions (described in configs or other places) 
ticket has not created and an error message is printed?


Thanks in advance.

--
Best regards,
Andrey Gazizov

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[otrs] Svar: CSS Theme Won't Apply

[Martin Møller]

You need to find the .dtl file from the Standard theme that includes the CSS 
files and copy them to your theme directory, if you haven't already.
 
If they are already there, you should search and replace 'Standard' with 'GOPS' 
in those files.
 
In my case, I have copied header.dtl and changed this line:
 
  
Regards,
 
/Martin.

>>> Justin Noel  10. februar 2010 09:05 >>>
I'm using OTRS 2.4.6.

I have a theme called GOPS. I have it entered in the database properly. The 
structure is built properly as follows : 

/opt/otrs/Kernel/Output/HTML/GOPS
/opt/otrs/var/httpd/htdocs/css/GOPS

The HTML theme works just fine. Any changes to .dtl files I make in the GOPS 
directory are reflected in the output. 

Unfortunately, the css changes will not take effect. When troubleshooting, I 
see the HTML header is calling the css file at /otrs-web/css/Standard/agent.css 
instead of /otrs-web/css/GOPS/agent.css

How in the world do I get OTRS to use the GOPS css file? The permissions, 
owner, and group are all set properly (even a little non-restrictive):

drwxrwxr-x 6 otrs daemon 4096 Feb 10 02:51 .
drwxrwxr-x 6 otrs daemon 4096 Jan 13 11:19 ..
drwxrwxr-x 2 otrs daemon 4096 Feb 10 02:51 GOPS
drwxrwxr-x 2 otrs daemon 4096 Jan 12 14:58 Lite
drwxrwxr-x 3 otrs daemon 4096 Jan 12 14:58 overcast
drwxrwxr-x 2 otrs daemon 4096 Jan 12 14:58 Standard

[r...@myserver.com GOPS]# ls -la
total 28
drwxrwxr-x 2 otrs daemon 4096 Feb 10 02:51 .
drwxrwxr-x 6 otrs daemon 4096 Feb 10 02:51 ..
-rw-rw-rw- 1 otrs daemon 8996 Feb 10 02:52 agent.css
-rw-rw-rw- 1 otrs daemon 6039 Feb 10 02:51 customer.css
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[otrs] How to use GenericAgent and brief about fields

[manish ramteke]

Hi,

Please suggest how to use Generic Agent (on web interface) and give brief of
each related fields.

Thanks in advance for help.


Regards,
Manish Ramteke
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Re: [otrs] [OTRS] Junk Mail

[Anil Jethiji]

What do I do in the postmaster file?

 

---

Anil Jethiji, Senior Data Centre Technician, IFL 

 

Email: anil.jeth...@internetf.co.uk 

T:  0845 126 1616

D: 0161 850 0471

M: 0782 35 36 398

 

~~ Business Class Data Centres ~~

 

IFL is a trading name of Internet Facilitators Limited.

Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN. Registered 
in England. Company No. 3342636

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David 
Holder
Sent: 09 February 2010 12:13
To: User questions and discussions about OTRS.
Subject: Re: [otrs] [OTRS] Junk Mail

 

Or the postmaster filter should be able to do this.

On Tue, Feb 9, 2010 at 12:10 PM, Ralf Hildebrandt  
wrote:

* Anil Jethiji :


> Is there any way in which I can use the 'Outlook style' of filtering
> Junk Emails?
>
> So, I want to remove/move to a junk queue, any mail that has a certain
> word in the subject or body?

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

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Re: [otrs] Spanish Charset problems

[magicboiz]

I'm not an expert but I think OTRS code should do something like this:

# Standard DBI connection.
my $dbh = DBI->connect("DBI:mysql:${database}:${hostname}", $username,
$password) 
or die "DB Connection not made: $DBI::errstr";

$dbh->{'mysql_enable_utf8'} = 1;

$dbh->do('SET NAMES utf8');







On Miércoles 10 Febrero 2010 09:23:41 magicboiz escribió:
> I don't understandthe client is the perl dbi interface used by otrs
> code... isn't it?
> 
> look at this pls:
> http://www.dev411.com/blog/2006/10/02/perl-mysql-and-utf-8
> 
> On Martes 09 Febrero 2010 23:40:34 Nils Leideck - ITSM escribió:
> > HI,
> > 
> > On 09.02.2010, at 07:45, magicboiz wrote:
> > > | character_set_client| latin1  |
> > > | character_set_connection| latin1  |
> > > | character_set_database  | utf8|
> > > | character_set_filesystem| binary  |
> > > | character_set_results   | latin1  |
> > > | character_set_server| latin1  |
> > > | character_set_system| utf8
> > > 
> > > the client i use is this:
> > > 
> > > otrs-server:~# mysql -h localhost -p
> > 
> > you shold make sure that your MySQL connection is in utf-8 as well.
> > This is for most systems the default when using MySQL Server 5.x
> > Ask your DBMA or consult the MySQL Documentation please.
> > You shold find most of the configuration in your my.cnf file ... mostly
> > located in /etc/ or /etc/mysql/
> > 
> > Nils Leideck
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Re: [otrs] Spanish Charset problems

[magicboiz]

I'm not an expert, but I think that OTRS code should do something like this:


On Miércoles 10 Febrero 2010 09:23:41 magicboiz escribió:
> I don't understandthe client is the perl dbi interface used by otrs
> code... isn't it?
> 
> look at this pls:
> http://www.dev411.com/blog/2006/10/02/perl-mysql-and-utf-8
> 
> On Martes 09 Febrero 2010 23:40:34 Nils Leideck - ITSM escribió:
> > HI,
> > 
> > On 09.02.2010, at 07:45, magicboiz wrote:
> > > | character_set_client| latin1  |
> > > | character_set_connection| latin1  |
> > > | character_set_database  | utf8|
> > > | character_set_filesystem| binary  |
> > > | character_set_results   | latin1  |
> > > | character_set_server| latin1  |
> > > | character_set_system| utf8
> > > 
> > > the client i use is this:
> > > 
> > > otrs-server:~# mysql -h localhost -p
> > 
> > you shold make sure that your MySQL connection is in utf-8 as well.
> > This is for most systems the default when using MySQL Server 5.x
> > Ask your DBMA or consult the MySQL Documentation please.
> > You shold find most of the configuration in your my.cnf file ... mostly
> > located in /etc/ or /etc/mysql/
> > 
> > Nils Leideck
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Re: [otrs] Spanish Charset problems

[magicboiz]

I don't understandthe client is the perl dbi interface used by otrs 
code... isn't it?

look at this pls: http://www.dev411.com/blog/2006/10/02/perl-mysql-and-utf-8







On Martes 09 Febrero 2010 23:40:34 Nils Leideck - ITSM escribió:
> HI,
> 
> On 09.02.2010, at 07:45, magicboiz wrote:
> > | character_set_client| latin1  |
> > | character_set_connection| latin1  |
> > | character_set_database  | utf8|
> > | character_set_filesystem| binary  |
> > | character_set_results   | latin1  |
> > | character_set_server| latin1  |
> > | character_set_system| utf8
> > 
> > the client i use is this:
> > 
> > otrs-server:~# mysql -h localhost -p
> 
> you shold make sure that your MySQL connection is in utf-8 as well.
> This is for most systems the default when using MySQL Server 5.x
> Ask your DBMA or consult the MySQL Documentation please.
> You shold find most of the configuration in your my.cnf file ... mostly
> located in /etc/ or /etc/mysql/
> 
> Nils Leideck
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[otrs] CSS Theme Won't Apply

[Justin Noel]

I'm using OTRS 2.4.6.

I have a theme called GOPS.  I have it entered in the database properly.
 The structure is built properly  as follows :

/opt/otrs/Kernel/Output/HTML/GOPS
/opt/otrs/var/httpd/htdocs/css/GOPS

The HTML theme works just fine.  Any changes to .dtl files I make in the
GOPS directory are reflected in the output.

Unfortunately, the css changes will not take effect.  When troubleshooting,
I see the HTML header is calling the css file
at /otrs-web/css/Standard/agent.css instead of /otrs-web/css/GOPS/agent.css

How in the world do I get OTRS to use the GOPS css file?  The permissions,
owner, and group are all set properly (even a little non-restrictive):

drwxrwxr-x 6 otrs daemon 4096 Feb 10 02:51 .
drwxrwxr-x 6 otrs daemon 4096 Jan 13 11:19 ..
drwxrwxr-x 2 otrs daemon 4096 Feb 10 02:51 GOPS
drwxrwxr-x 2 otrs daemon 4096 Jan 12 14:58 Lite
drwxrwxr-x 3 otrs daemon 4096 Jan 12 14:58 overcast
drwxrwxr-x 2 otrs daemon 4096 Jan 12 14:58 Standard

[r...@myserver.com GOPS]# ls -la
total 28
drwxrwxr-x 2 otrs daemon 4096 Feb 10 02:51 .
drwxrwxr-x 6 otrs daemon 4096 Feb 10 02:51 ..
-rw-rw-rw- 1 otrs daemon 8996 Feb 10 02:52 agent.css
-rw-rw-rw- 1 otrs daemon 6039 Feb 10 02:51 customer.css
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