Re: [otrs-de] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
2009/9/11 m...@timocom.com: möchte ich die Funktion haben, wie beim OTRS 2.3.4, Also, da ist das problem. Was du tuen willst, ist ganz einfach mit 2.4.x Schau dir mal die Event Based Notification an. Admin, [ Notification (Event) ] -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] how to see all open tickets assigned to me?
OK, got that - thanks.
Now next question - how do I get the Open Tickets section to show up
above New Tickets
I honestly don't even care so much about New Tickets but I'll keep
them there for sake of filing in the space :-0
This still is not what I want though, but it will do for now.
Right now I have :
- Reminder Tickets
- Escalated Tickets
- New Tickets
- Open Tickets
I would like
- My Tickets (currently does not exist) - view would be different for
each agent.
- Open Tickets
- Escalated Tickets
- Reminder Tickets
- New Tickets
thanks,
-Alan
On Tue, Sep 8, 2009 at 11:13 PM, Wayne Fallowsfallo...@yahoo.com wrote:
Good day Allan,
Not sure which version you are on, but if the tickets are locked with you as
the owner, you can select locked tickets on the right hand side of the
header where the logout is on the left hand. This will show you a new screen
with the tickets allocated to you. But this is not what the other agents
wanted to do.
We then modified the dash board file to show the owner and the user so we
can see on the sadhboard who is responsible for which outstanding tickets.
The file to change is AgentDashboardTicketGeneric.dtl there was a thread
[otrs] Adding CustomerID column to 2.4 dashboard lists on 18 and
19/08/2009 which explains the exact changes that you need to make. Email me
out of the list if you need a copy of the email and you can not find it via
Google
To add the owner of a ticket add the following line div
title=$QData{Owner}$QData{Owner,20}/div
Hope this helps
Regards
Wayne
From: Alan McKay alan.mc...@gmail.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Wednesday, 9 September, 2009 2:47:28 AM
Subject: [otrs] how to see all open tickets assigned to me?
OK, we are in production - and oddly enough I never looked into this before.
It is not obvious to me (or anyone else) how to see all open tickets
assigned to me!
That should be in the dashboard, no?
How can I add it there?
--
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- Michael Pollan, author of In Defense of Food
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[otrs] how to see all open tickets assigned to me?
OK, we are in production - and oddly enough I never looked into this before. It is not obvious to me (or anyone else) how to see all open tickets assigned to me! That should be in the dashboard, no? How can I add it there? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] emailed tickets not being tied to user
On Tue, Aug 25, 2009 at 11:58 PM, savitra sirohisavitra.sir...@osslabs.biz wrote: Alan, is there a reason you can't set them up as customer users? They'll have tickets assigned to them as well. Not as many as my IT group, but there will eventually be tickets coming in from our external customers, that will eventually get assigned to one of these people. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] emailed tickets not being tied to user
On Tue, Aug 25, 2009 at 1:42 AM, m...@timocom.com wrote: Hi there, You can map a ticket to a user, but that won´t solve your Problem. I don´t know if the Agents should get send mails into your OTRS System, when they have an Agent / User account where they can login and create any ticket in the queue they are assigned to. So if you realy need to send your tickets by mail, I think you´ll have to use customer user instead. Ug. Well, I asked for input on this before rolling it out this way. Yes, they can log in and create any ticket themselves, but requiring them to do that is the surest way for this system not to get accepted. Is there no way to get it to recognise that the email came in from someone who is already in the database? Is there nobody out there doing things this way? When I asked for input last week or the week before it sounded like there was. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] emailed tickets not being tied to user
Hey folks, I am doing a live customer trial on my system by having a user this morning submit their request to IT into OTRS via email. I already have a user ID set up for that user, with their email address configured. And the email address on the incoming request is the same address. And the ticket got created properly and so forth, but it does not appear to have been created as being from her account. There is a ghost account (for lack of a better name) with the same email address. Recall that my users are all Users at that point and there are no Customer Users She goes into the web interface and does not see any ticket submitted by her. I go into ticket search and search submitted by and select her, but the ticket does not come up. Have I got something misconfigured? Or is this by design? Is there some way to make the system recognise that the email is from an address that is in the database, and is therefore from that user? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] Installation support
On Tue, Aug 18, 2009 at 5:33 AM, Codatel Listsli...@codatel.com.au wrote: is there anyone who is interested in assisting with installation and configuration of an otrs system. or is there anyone who can point me to an appropriate person or company who can assist with this? Well, the obvious answer is the OTRS people, is it not? http://www.otrs.com/en/ -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] users vs customer users
Hey folks, I've got perhaps a bit of unique situation. I'm the head of the IT team in our small company with about 20 employees, and I plan to use OTRS for internal requests from the people that our team supports. For this I have a queue Internal Support and an email address it_supp...@example.com But I also plan to use it for our external customers, with a queue External Support and email supp...@example.com So I want to set up accounts for everyone in the company, and I'm thinking they should all be Users and not Customer Users. Even though they will be MY customers for the tickets the open into my IT group. However, any tickets coming in from external customers may end up getting assigned to just about any of them. So this seems to make sense to me. Only, I don't really know what the differences are under the hood between User and Customer User Does anyone forsee a problem with this? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] users vs customer users
On Wed, Aug 19, 2009 at 11:38 AM, James Burkjames.b...@dornc.com wrote: I think of Users as IT Agents who will be getting assigned tickets to resolve or fulfill. These are the members of the Groups you create and associate with the Queues. Customer users are those who will be reporting troubles and making requests. They are selected in the From field and will receive notification when a ticket is opened and resolved and any other transition you want them to be informed about. Yes, but that does not really answer my question :-) It's a bit of a different situation I have here, and I think the easiest way to resolve it is to make everyone internally a User. I did a few quick tests, and Users seem to be able to open their own tickets for service. I think in addition to having queues External Support and Internal Support, I may have to also have another one External Support 2 (for lack of a better name). This queue would be sort of a DMZ and everyone internally would be a member of it because customer issues could potentially get assigned to them. But they should not be dealing directly with the customer. And only our 2 or 3 people who work directly with customers should be members of External Support. This way, when new tickets come in, only those 2 or 3 people get bothered by it. The rest of the company doesn't care. But let's say that ticket needs to go to someone internally - then it gets moved to External Support 2 and then assigned to the right person. Make sense? I think this makes more sense than the other way around - adding a module to allow tickets to be assigned to Customer Users Unless there is some other under the hood difference between User and Customer User. Which brings me back to my original question, which may only be answerable by someone on the design team. Thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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-de] Update von 2.4.2 - 2.4.3?
Und wie geht es dann, wann man auch ITSM am laufen hat? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] Customer Notification
Under the new event-based notifications in 2.4 there is a notify field where you can enter an email address. So you might be able to do this if you set up a queue specific to that company, and created a notification rule with the manager's email address in there. Just guessing though as I've never done anything like that. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] Customer Notification
On Sat, Aug 15, 2009 at 6:06 PM, Timothy J. Deerincktdeeri...@networkp.com wrote: Alan, I must be missing thisI don't see a Notify field at all. Where are you seeing this? I am using 2.4.2 and ITSM. I was going by memory - it is actually called Recipient - just checked -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] searching the website
Go to google and enter site:doc.otrs.org search term -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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 ticket email notification without Auto responses - - Queues ? 2.4.2 EBN?
On Fri, Aug 14, 2009 at 9:38 AM, Michiel Beijenmich...@beefreeit.nl wrote: I can confirm that it is a bug.. if that helps .. ;-) http://bugs.otrs.org/show_bug.cgi?id=4149 w00t! Yes, that does help! If only someone had told me that before wasting 3 or 4 days on it :-) -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] Customer notification of closed ticket
Does anyone know how to set OTRS so that notifications are automatically sent to a customer when his/her ticket has been closed? I thought this would be done automatically when a ticket is closed and note-external is selected or likewise, but alas it doesn't. What version? This is easy in 2.4 using event based notification. I can tell you how to do that. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] System log
Hmmm, that's interesting. I was going to say you could use the SQL box to view the appropriate DB table, but I can't find a DB table for the system log! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] Customer notification of closed ticket
I'm using OTRS 2.4.2. If you can give me a run down on what to configure in event based notifications I would appreciate that. Dirt easy. This assumes you have email working already. Go into Admin, Notification (Event) and then create a rule like this : Name : give it a name you like Recipient: Customer Event:TicketStatusUpdate State: select both of the closed states Queue: select your queue. May not need this if you want it to be global for all queues, I dunno Then at the bottom you input your Subject and Text for your email. Back at the main screen of event based notification you can see some of the things you can include in the subject and text body. Note that ticket number seems to be automatically included in the subject. e.g. Here is what I have in Text, which includes what the agent put into the box when they closed the ticket Greetings, Your ticket has been closed. If the issue has not be resolved to your satisfaction, please feel free to re-open it. Our support team says : OTRS_AGENT_SUBJECT OTRS_AGENT_BODY -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] System log
On Thu, Aug 13, 2009 at 11:02 AM, Lev Davidovichl.davidov...@yahoo.co.uk wrote: How are you searching for the DB table - where are you looking? I have PHPPgAdmin installed on my web server, and use it. I just browsed all the tables and did not see anything with an obvious-sounding name to suggest it was a system log. That assume PostgreSQL as the DB. If you use MySQL then use PHPMyAdmin -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] RESEND: Customer Notifications?
This was just answered an hour ago by me in another thread. See that thread and if you still have questions let me know. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] backwards priorities
On Mon, Jul 13, 2009 at 4:00 PM, James Burkjames.b...@dornc.com wrote: I changed mine too. If you're using ITSM and Services, priority gets calculated from the Criticality defined in the Service and the Impact that gets allocated by the Agents. You can rearrange Impact and Criticality in the General Catalog and Priority from the admin interface Be sure to go into CriticalityImpact Priority and adjust the matrix for the calculations. Nothing bad should happen. Finally getting around to this - so if I do not use ITSM I don't have to worry about all that extra stuff? I can just rename them? I don't even know what ITSM is :-) -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] ITSM configuration management (was: backwards priorities)
Incident and Problem Management and Configuration Management. I see this : http://www.otrs.com/en/products/otrsitsm/configuration-management/ Looks interesting! Thanks for the tip - this may have some of the stuff i've been looking for! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] ITSM configuration management (was: backwards priorities)
I am reading this, but am wondering if it even applies to Postgres because I cannot find a config parameter anything like this : Make sure your database accepts packages over 5 MB in size. A MySQL database for example accepts packages up to 1 MB by default. In this case, the value for max_allowed_packet must be increased. The recommended maximum size accepted is 20 MB. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] ITSM configuration management (was: backwards priorities)
Danke sehr! On Thu, Aug 13, 2009 at 3:03 PM, Martin Edenhoferm...@otrs.com wrote: It's also working on PostgrSQL, Oracle, ... just ignore this if you use not MySQL. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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-de] Probleme mit PostMaster.pl nach Upgrade auf 2.4.2
Mit OTRS kenne ich mich nicht so gut aus. Mit Perl aber schon etwas. Da koenntest du wohl (WOHL!) zu recht kommen, indem du einfach my $Prefix oben im sub Run rein tuest. e.g. da steht schon (ab z. 40) # get config options my %Config = (); my %Match = (); my %Set= (); my $StopAfterMatch; danach einfach folgendes einsetzen : my $Prefix; Aber selber bekomme ich den Fehler nicht. Komisch. 2009/8/13 Peter Allgeyer peter.allge...@salzburgresearch.at: Gruess euch, ich habe einen Upgrade von 2.3.1 nach 2.4.2 vorgenomen. Nun verarbeitet otrs mir die E-Mails nicht mehr. Folgende Fehlermeldung bekomme ich: to=h...@crow.salzburgresearch.at, relay=local, delay=1.4, delays=0.08/0.06/0/1.2, dsn=4.3.0, status=deferred (temporary failure. Command output: ERROR: OTRS-PM-3 Perl: 5.10.0 OS: linux Time: Thu Aug 13 14:42:01 2009 Message: Global symbol $Prefix requires explicit package name at /opt/otrs-2.4.2/Kernel/System/PostMaster/Filter/Match.pm line 105. Traceback (25531): Module: Kernel::System::PostMaster::Run (v1.83) Line: 186 Module: (eval) (v1.36) Line: 115 Module: /opt/otrs/bin/PostMaster.pl (v1.36) Line: 85 ERROR: OTRS-PM-3 Perl: 5.10.0 OS: linux Time: Thu Aug 13 14:42:01 2009 Message: Can't process mail, see log sub system! at /opt/otrs/bin/PostMaster.pl line 117. Traceback (25531): Module: /opt/otrs/bin/PostMaster.pl (v1.36) Line: 137 ) Kann damit jemand was anfangen? System ist Debian lenny. LG, PIT -- Peter Allgeyer Salzburg|Research Forschungsgesellschaft mbH Dipl.-Inform. Univ. Jakob-Haringer-Strasse 5/III phone +43.662.2288-264 5020 Salzburg | Austria fax +43.662.2288-222 http://www.salzburgresearch.at - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
[otrs] New ticket email notification without Auto responses -- Queues ? 2.4.2 EBN?
Hey folks, This is my 3rd attempt at getting some help here - still just largely getting crickets. Someone suggested maybe I was not providing enough info. So I provided the ticket history in my previous attempt, and still crickets. Is there a link somewhere that tells me what info to send to the list to get help? If I create an email ticket in the web GUI, the user gets notification of the new ticket. However, if I send email as that same user, there is no notification coming back. The ticket gets created just fine. And when I close it, the user gets that notification. I use event based notification for both. But ticket close notification works. New ticket notification does not. Here is the ticket history for the one that did not work. What other info should I provide? NewTicket New Ticket [200908111064] created (Q=External Support;P=3 normal;S=new). r...@localhost (Admin OTRS) 11/08/2009 15:18:02 CustomerUpdate Updated: customerid=alan.mc...@gmail.com;customeruser=alan.mc...@gmail.com; r...@localhost (Admin OTRS) 11/08/2009 15:18:02 EmailCustomer Added email. r...@localhost (Admin OTRS) 11/08/2009 15:18:02 Lock Locked ticket. amckay (Alan McKay) 11/08/2009 15:18:30 Misc Reset of unlock time. amckay (Alan McKay) 11/08/2009 15:18:30 OwnerUpdate New owner is amckay (ID=2). amckay (Alan McKay) 11/08/2009 15:18:30 AddNote Added note (Owner) amckay (Alan McKay) 11/08/2009 15:18:31 AddNote Added note (Close) amckay (Alan McKay) 11/08/2009 15:27:57 StateUpdate Old: new New: closed successful amckay (Alan McKay) 11/08/2009 15:27:57 SendCustomerNotification Notification sent to Alan McKay alan.mc...@gmail.com. amckay (Alan McKay) 11/08/2009 15:27:57 Unlock Unlocked ticket. amckay (Alan McKay) 11/08/2009 15:27:57 Lock Locked ticket. amckay (Alan McKay) 11/08/2009 15:28:00 Misc Reset of unlock time. amckay (Alan McKay) 11/08/2009 15:28:00 -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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 ticket email notification without Auto responses - - Queues ? 2.4.2 EBN?
On Wed, Aug 12, 2009 at 10:03 AM, LQ Marshallqmarsh...@inetspace.net wrote: Have you enabled notifications on the user agent's profile preferences? - When in doubt print it out. The user does not have a profile do they? It's a random customer sending email to our support address. I go into users and then * and there is no user showing up for my email customer (me at this address) I'm not talking about the agent. I'm talking about the user/customer sending email to the customer support email address. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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 ticket email notification without Auto responses - - Queues ? 2.4.2 EBN?
I guess this resembles your findings? Aha! Now I believe we are getting somewhere! In short, I can't do what I want with EBN. H. This complicates matters for me. I may have to do this with Auto response -- Queue instead, if it will not work with EBN I could say first time a user sends a ticket, they will not get an auto response but any time after that they will. Because after the first ticket, we could just create them an account. But our user base is such that the vast majority of support requests will be from first-timers. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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 ticket email notification without Auto responses - - Queues ? 2.4.2 EBN?
If you'd set CustomerNotifyJustToRealCustomer in SysConfig to No, there will be nothing in the OTRS log indicating a message has (not) been sent. If you'd set CustomerNotifyJustToRealCustomer to Yes, you'd see a message like this in the System Log: Sent no customer notification because of missing customer email (CustomerUserID=)! It looks as though when I set that to Yes, it does not even create a ticket for me. That's not good :-( -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] change owner without first zoom ing
Hey folks, While I work on that other problem - here is one that is annoying. When a new ticket comes into the queue, I click on it and before I get the owner option I have to first hit zoom I'd like to have the owner link right in that first screen, without having to zoom. Can I do that? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] change owner without first zoom ing
There was no Custom.pm but there was Kernel/System/Ticket/Custom.pm.example So I copied it to Kernel/System/Ticket/Custom.pm Was not sure where to add it though. I basically commented out everything below the $VERSION line except the 1; at the end. and stuck it in there. Didn't work :( You might need to click on Admin SysConfig in the user interface afterwards, to rebuild the configuration files. Anywhere? Or is there a rebuild button in there somewhere? Off to check the manual for Custom.pm ... -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] change owner without first zoom ing
On Wed, Aug 12, 2009 at 3:49 PM, Michiel Beijenmich...@beefreeit.nl wrote: I'm sorry - I mixed it up a little - I meant otrs/Kernel/Config.pm which holds your CUSTOM configurations... Does that work for 2.4.2? It crashed my system when I put it into there. I.e. I just got Internal Server Error from the web server until I took it back out. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] change owner without first zoom ing
Never mind - got it going. Thanks! On Wed, Aug 12, 2009 at 3:56 PM, Alan McKayalan.mc...@gmail.com wrote: On Wed, Aug 12, 2009 at 3:49 PM, Michiel Beijenmich...@beefreeit.nl wrote: I'm sorry - I mixed it up a little - I meant otrs/Kernel/Config.pm which holds your CUSTOM configurations... Does that work for 2.4.2? It crashed my system when I put it into there. I.e. I just got Internal Server Error from the web server until I took it back out. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] reviewing / searching closed tickets (2.4.2)
Hey folks, I don't see any obvious place to review and/or search closed tickets. Neither in Dashboard nor Ticket Would be nice to have another category within the dashboard, in fact. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] reviewing / searching closed tickets (2.4.2)
OK, Ticket then Search gets me there. Can I add my own stuff to the dashboard? Would like to have that down there automatically. On Wed, Aug 12, 2009 at 4:14 PM, Alan McKayalan.mc...@gmail.com wrote: Hey folks, I don't see any obvious place to review and/or search closed tickets. Neither in Dashboard nor Ticket Would be nice to have another category within the dashboard, in fact. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] docs for new event-based notification?
Nope, didn't work. Did you have to config any of the queues--responses stuff as well? Off to have a look at some of the other suggestions. On Mon, Aug 10, 2009 at 3:48 PM, Timothy J. Deerincktdeeri...@networkp.com wrote: Give this a try. Add Notification Name: Give it a name like New Ticket Received Select ONLY these: Recipient: Customer State: new Priority: SELECT ALL Queue: Raw Write you Text and Subject and submit. This works flawlessly for me. ~Tim -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Alan McKay Sent: Monday, August 10, 2009 12:39 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] docs for new event-based notification? Table 5.3 in the admin manual lists the events for which auto responses will be sent; without getting into any coding. We notice that closed or resolved is not listed. One of the ITIL tenets is to provide notification to the customer upon resolution and it really befuddles me that OTRS does not have this capability out of the box. If it's in the box, it is well concealed. New event based notification in 2.4 does this. And I think this is part of my problem. I got the emails going no problem for ticket close. I used event based notification for that. And I tried to use event based notification for sending email when a new ticket comes in, but it seems I somehow cannot do that. Which seems odd to me. But it seems I can solve the problem outside the realm of EBN I'll also look into the logs as others have suggested to see if I can figure out why it is not working with EBN. Seems to me it should work from there without this other business (which is the way I'd done it on 2.3) -- Don't eat anything you've ever seen advertised on TV - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] event-based notification of new email tickets in 2.4.2
A quick stop to the online manual returned... http://doc.otrs.org/2.4/en/html/x1191.html ... Looks like a simple read. I'm digging back into this now finally - going to take a look at this. However, I already know that I did not configure this. Why did I not? Because my understanding was that with the new Event Based Notification, it was not required. Since I got the email working fine for closing a ticket without having to configure this, I naturally thought it possible to get the email going for a new ticket without configuring this. But maybe I am wrong. And even if I am right, as long as I can get it working by this means, then I am happy. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] event-based notification of new email tickets in 2.4.2
The notices in the history for the ticket coming in are not the same as for going out. Is that normal, or should they be the same? Here is the whole history for a ticket. I got no email when it arrived. But I did get an email when I closed it. NewTicket New Ticket [200908111064] created (Q=External Support;P=3 normal;S=new). r...@localhost (Admin OTRS) 11/08/2009 15:18:02 CustomerUpdate Updated: customerid=alan.mc...@gmail.com;customeruser=alan.mc...@gmail.com; r...@localhost (Admin OTRS) 11/08/2009 15:18:02 EmailCustomer Added email. r...@localhost (Admin OTRS) 11/08/2009 15:18:02 Lock Locked ticket. amckay (Alan McKay) 11/08/2009 15:18:30 Misc Reset of unlock time. amckay (Alan McKay) 11/08/2009 15:18:30 OwnerUpdate New owner is amckay (ID=2). amckay (Alan McKay) 11/08/2009 15:18:30 AddNote Added note (Owner) amckay (Alan McKay) 11/08/2009 15:18:31 AddNote Added note (Close) amckay (Alan McKay) 11/08/2009 15:27:57 StateUpdate Old: new New: closed successful amckay (Alan McKay) 11/08/2009 15:27:57 SendCustomerNotification Notification sent to Alan McKay alan.mc...@gmail.com. amckay (Alan McKay) 11/08/2009 15:27:57 Unlock Unlocked ticket. amckay (Alan McKay) 11/08/2009 15:27:57 Lock Locked ticket. amckay (Alan McKay) 11/08/2009 15:28:00 Misc Reset of unlock time. amckay (Alan McKay) 11/08/2009 15:28:00 On Tue, Aug 11, 2009 at 2:48 PM, Alan McKayalan.mc...@gmail.com wrote: This is interesting. The ticket history shows this, but I did not get an email for ticket open. But when I close the ticket, I get the email no problem. So what do I have misconfigured??? NewTicket New Ticket [200908111046] created (Q=External Support;P=3 normal;S=new). - r...@localhost (Admin OTRS) 11/08/2009 14:35:02 CustomerUpdate Updated: customerid=alan.mc...@gmail.com;customeruser=alan.mc...@gmail.com; - r...@localhost (Admin OTRS) 11/08/2009 14:35:02 EmailCustomer Added email. x r...@localhost (Admin OTRS) 11/08/2009 14:35:02 -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] Apache performance with OTRS
You running mod_perl? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] event-based notification of new email tickets in 2.4.2
On Tue, Aug 11, 2009 at 4:20 PM, James Burkjames.b...@dornc.com wrote: It occurred to me to mention that I'm creating tickets as if I were an Agent sitting at a help desk. Are you accepting emails from Customers to generate your tickets? If so, I can't offer any other thoughts - we don't allow that at our installation. yes, mine come in to supp...@example.com -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] event-based notification of new email tickets in 2.4.2
yes, mine come in to supp...@example.com p.s. but I'll try creating one manually to see what happens -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] event-based notification of new email tickets in 2.4.2
Still nothing? Does anyone actually have this working? Can someone point me to a doc? On Fri, Aug 7, 2009 at 7:25 AM, Alan McKayalan.mc...@gmail.com wrote: Well, nobody seems to be reading my other thread so let's put a new name on it and see what happens :-) I still cannot get this working. Customer emails supp...@example.com and I cannot get it working that they get a response with their ticket number. I do have it working that when the ticket gets closed, they get a response. Here is what I've tried : For closing a ticket I just went to : Admin, Notification(Event) which is at : /otrs/index.pl?Action=AdminNotificationEvent Then added a new notification with the following things checked : - Recipient - Customer - Event - TicketStateUpdate - State - selected both Closed successful and Closed unsuccessful - Queue - the queue I wanted this action associated with (will send different messages for different queues, so will create 1 per queue) - Then just supplied the subject and body of the message For opening a ticket, I tried a few things so far but no success. Most recently tried this : - Recipient - Customer - Event - TicketCreate - State - New (previously tried nothing checked in this box) - Queue - my queue in question. - Then just supplied the subject and body of message. But it does not work. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] event-based notification of new email tickets in 2.4.2
On Mon, Aug 10, 2009 at 11:33 AM, LQ Marshallqmarsh...@inetspace.net wrote: I'll chime in... Don't know why you're attempting to directly modify system files to get responses? This is easily performed under the Admin section in the Responses and Queues -- Responses sub-sections. If you are not sure of what you're modifying you should leave the OTRS files alone. Changing otrs files will be overwritten. Who said I was changing files? I was doing no such thing. Taking things step further can the system send emails at all? Is SMTP setup correctly? Yes, as already noted, I get emails just fine when a ticket gets closed. returned... http://doc.otrs.org/2.4/en/html/x1191.html ... Looks like a simple read. Pretty sure I've been there, but will take another look -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] docs for new event-based notification?
Table 5.3 in the admin manual lists the events for which auto responses will be sent; without getting into any coding. We notice that closed or resolved is not listed. One of the ITIL tenets is to provide notification to the customer upon resolution and it really befuddles me that OTRS does not have this capability out of the box. If it's in the box, it is well concealed. New event based notification in 2.4 does this. And I think this is part of my problem. I got the emails going no problem for ticket close. I used event based notification for that. And I tried to use event based notification for sending email when a new ticket comes in, but it seems I somehow cannot do that. Which seems odd to me. But it seems I can solve the problem outside the realm of EBN I'll also look into the logs as others have suggested to see if I can figure out why it is not working with EBN. Seems to me it should work from there without this other business (which is the way I'd done it on 2.3) -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] event-based notification of new email tickets in 2.4.2
Well, nobody seems to be reading my other thread so let's put a new name on it and see what happens :-) I still cannot get this working. Customer emails supp...@example.com and I cannot get it working that they get a response with their ticket number. I do have it working that when the ticket gets closed, they get a response. Here is what I've tried : For closing a ticket I just went to : Admin, Notification(Event) which is at : /otrs/index.pl?Action=AdminNotificationEvent Then added a new notification with the following things checked : - Recipient - Customer - Event - TicketStateUpdate - State - selected both Closed successful and Closed unsuccessful - Queue - the queue I wanted this action associated with (will send different messages for different queues, so will create 1 per queue) - Then just supplied the subject and body of the message For opening a ticket, I tried a few things so far but no success. Most recently tried this : - Recipient - Customer - Event - TicketCreate - State - New (previously tried nothing checked in this box) - Queue - my queue in question. - Then just supplied the subject and body of message. But it does not work. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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 message! alert is gone on upgrade from 2.2.4 to 2.4.1
Why 2.4.1 and not 2.4.2? The message works for me in 2.4.2 clean install, not an upgrade -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] general email woes
See also: http://otrs.org/2.4/features/ - Configurable event based notifications PS: JFI, Customer State Notify: in AdminQueue gots replaced by this new feature in 2.4. OK, going looking for it now in setting up my new system. I seem to have everything working except notifications. Will report back in a bit either with details on how to conifgure it in 2.4, or with a cry for help :-) -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] Installing PHPMyAdmin alongside OTRS
Sounds like PHP is not installed properly. First of all, I would not recommend you put that in your main httpd.conf file. In the Red Hat based apache releases, at least, there is a conf.d directory into which you can put additional http.conf files. You should have one in there called phpmyadmin.conf. And you should also have one for php.conf for all the PHP stuff. And one for OTRS of course. And there is also no need to pollute your htdocs directory. You should keep your PHPMyAdmin stuff in its own directory somewhere, and use apache directives to map it into your server directory. I use postgres and so use phppgadmin in fact. [r...@mon-one:/opt/otrs]# more /etc/httpd/conf.d/phppgadmin.conf ---snip--- Directory /opt/phppgadmin Order Deny,Allow Deny from all Allow from all # Allow from 127.0.0.1,192.168.0.22 # AuthName PhpPgAdmin Access # AuthType Basic # AuthUserFile /etc/httpd/users/wwwroot # Require valid-user /Directory Alias /phppgadmin /opt/phppgadmin ---snip--- [r...@mon-one:/opt/otrs]# more /etc/httpd/conf.d/php.conf LoadModule php5_module modules/libphp5.so AddHandler php5-script .php AddType text/html .php DirectoryIndex index.php ---snip--- -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] docs for new event-based notification?
On Thu, Aug 6, 2009 at 2:37 PM, Alan McKayalan.mc...@gmail.com wrote: For opening a ticket, I tried a few things so far but no success. Most recently tried this : - Recipient - Customer - Event - TicketCreate - State - New (previously tried nothing checked in this box) - Queue - my queue in question. - Then just supplied the subject and body of message. Changed Event to TicketStateUpdate and State to New, and did not work. Changed Event to TicketStateUpdate and State to Open, and did not work. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] Update to version 2.3.3 to 2.4
Back up your DB and all of /opt/otrs just to be safe. The new tarball comes with a file that tells you the steps required to upgrade. You should look at some of the recent discussions in this list though (check the archives) because there have been some problems with those steps. It seems one of the commands needs to be run as root whereas the document says to run it as the OTRS user. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] 2.3.4 -- 2.4.1 upgrade (was: general email woes)
Message: Can't remove shm for log: Operation not permitted On the German list a fellow hit upon this error and reports that it worked fine when he ran it as root So I'm going to restore my DB and try again with this in mind. Will keep you posted -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] 2.3.4 -- 2.4.1 upgrade (was: general email woes)
Ok, that seems to have worked! I get logged in with my old username and password. It looks good so far - though I have not yet tested functionality. A quick question - is the old crontab still valid? Or do I have to redo it all? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] 2.4.2 dashboard does not work after upgrade
As soon as I click the new dashboard link :-( Software error: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm line 210. For help, please send mail to the webmaster (supp...@recognia.com), giving this error message and the time and date of the error. ---snip--- [r...@mon-one:/opt/otrs]# perl -cw /opt/otrs//Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm /opt/otrs//Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm syntax OK -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] Re. OTRS upgrade 2.3.4 -- 2.4.1 perl error
What do these return? perl -cw /opt/otrs/bin/cgi-bin/index.pl perl -cw /opt/otrs/bin/PostMaster.pl -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] Problem with authentication on otrs 2.4.2
On Fri, Jul 31, 2009 at 9:36 AM, Aquiles Cohenaqco...@gmail.com wrote: i dont tried this yet but the problem is not if a third step can fix the first login. the problem is that the default setup in a clean installation is not working as usual. Alan McKay has make the same post with the same problem with the subject OTRS 2.4.2 first login Yup, confirmed that I had the same problem on a clean install. I'm now back to my upgrade though ... -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] 2.4.2 dashboard does not work after upgrade
it seems that you do not have a standard installation. It looks that you did some changes in SysConfig regarding viewable 'lock' settings. I have not made any changes in the area of viewable locks. I don't even know what that is. But I can return the given files to their defaults to see what happens. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] 2.4.2 dashboard does not work after upgrade
OK, in Kernel/Config.pm the only changes I have are to configure the
DB, and also these (I've removed their actually values) :
# $DIBI$
$Self-{'FQDN'} =
$Self-{'HttpType'} =
$Self-{'AdminEmail'} =
$Self-{'Organization'} =
And that ZZZAuto file looks like this (some values change to example.com ):
# OTRS config file (automaticaly generated!)
# VERSION:1.1
package Kernel::Config::Files::ZZZAuto;
sub Load {
my ($File, $Self) = @_;
$Self-{'Ticket::Frontend::AgentTicketClose'}-{'ArticleTypes'} = {
'note-external' = '1',
'note-internal' = '0',
'note-report' = '0'
};
$Self-{'SwitchToUser'} = '1';
$Self-{'SendmailModule::Host'} = 'mail.example.com';
$Self-{'DefaultUsedLanguages'} = {
'en' = 'English',
'fr' = 'Franccedil;ais'
};
$Self-{'Organization'} = 'Example';
$Self-{'AdminEmail'} = 'suppo...@example.com';
$Self-{'HttpType'} = 'https';
$Self-{'FQDN'} = 'support.example.com';
$Self-{'SecureMode'} = '1';
}
1;
--
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- Michael Pollan, author of In Defense of Food
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Re: [otrs] 2.4.2 dashboard does not work after upgrade
PS: It would be glad if you post your questions only on one list. Many thanks for that! OK, sorry. It appeared to me as though there were different experts on each list so it seemed to make sense. I'll stick with english for this problem, then. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] 2.4.2 dashboard does not work after upgrade
does the line 210 read:
. ti.ticket_lock_id NOT IN ( ${\(join ', ', @{$Self-{ViewableLockIDs}})}
. ar.ticket_id = ti.id AND
-- What is the file revison?
# --
# Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm - realtime database
# queue ticket index module
# Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
# --
# $Id: RuntimeDB.pm,v 1.68 2009/03/16 08:21:13 martin Exp $
# --
Also, do you have apache::reload installed?? Otherwise
Yes, in my config file I have this :
# Apache::Reload - Reload Perl Modules when Changed on Disk
PerlModule Apache2::Reload
PerlInitHandler Apache2::Reload
PerlModule Apache2::RequestRec
--
“Don't eat anything you've ever seen advertised on TV”
- Michael Pollan, author of In Defense of Food
-
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Re: [otrs] OTRS 2.4.2 first login
On Thu, Jul 30, 2009 at 10:44 AM, Alan McKayalan.mc...@gmail.com wrote: Hey folks, I wiped my DB and started over, and am to the point in the install where I am testing the first login. The instructions for 2.4.2 are the same as 2.3.4 and say to use r...@localhost and root, but that is not working. Anyone have any idea about this one? Others are reporting the same thing so it seems not to be me. I'd really love to get going with 2.4.2 either with upgrade or new install. I don't really care which. It seems to me the new install would be the best route given the bizarre problems I'm having with the upgrade. But I can't even get logged in :-( -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] OTRS 2.4.2 first login
This would seem to be my base issue. BTW, I'm using Postgres. And I did manage to get this working just fine on 2.3.4 -bash-3.2$ bin/otrs.setPassword r...@localhost root DBD::Pg::st execute failed: ERROR: permission denied for relation users at /opt/otrs-2.4.2/Kernel/System/DB.pm line 559. ERROR: otrs.setPassword-10 Perl: 5.8.8 OS: linux Time: Fri Jul 31 12:22:40 2009 Message: ERROR: permission denied for relation users, SQL: 'SELECT id, login, salutation, first_name, last_name, pw, valid_id FROM users WHERE LOWER(login) = ?' Traceback (13149): Module: Kernel::System::User::GetUserData (v1.93) Line: 172 Module: Kernel::System::User::SetPassword (v1.93) Line: 555 Module: bin/otrs.setPassword (unknown version) Line: 80 ERROR: otrs.setPassword-10 Perl: 5.8.8 OS: linux Time: Fri Jul 31 12:22:40 2009 Message: No such User! Traceback (13149): Module: Kernel::System::User::SetPassword (v1.93) Line: 557 Module: bin/otrs.setPassword (unknown version) Line: 80 -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] OTRS 2.4.2 first login
On Fri, Jul 31, 2009 at 12:23 PM, Alan McKayalan.mc...@gmail.com wrote: This would seem to be my base issue. BTW, I'm using Postgres. And I did manage to get this working just fine on 2.3.4 OK, I did this : otrs=# GRANT ALL PRIVILEGES ON DATABASE otrs to otrs; And I still have the issue. Anyone? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] OTRS 2.4.2 first login / postgresql issue
It looks really like an database permission problem. I'm not a postgres guru, so I do not know how to grand this permissions in postgresql. :-/ See my follow up - I granted them and still no go. And I'm no DB guru either - and my DB Admin is away on vacation. I think he is back next week so this may have to wait til then. I recall that he helped me set up the permissions for 2.3.4 THough I have my SQL dump for the whole 2.3.4 installation so I may be able to look through there to see what it does. Because when I restored that DB and moved back to 2.3.4 everything seemed to be OK. Will report back ... -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] OTRS 2.4.2 first login
OK, I just went into
psql otrs
And did \d to show all tables.
They were all still owned by user postgres, so I did this to change
them all to owner otrs
first I just did
psql otrs -c \d somefile
Then edited somefile to remove headers and footers
cat somefile | awk '{print $3}' otherfile
Yes, that was a gratuitous cat :-)
Then just
for table in `cat otherfile`
do
psql otrs -c ALTER TABLE $table OWNER TO otrs;
done
And it worked!
--
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- Michael Pollan, author of In Defense of Food
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Re: [otrs] OTRS 2.4.2 first login / postgresql problem
Fine! :) Also all the other stuff like dashboard? I'm not that far yet - doing many different things at once Will keep you posted. I got logged in OK. [...] OK, dashboard does not crash at least - so that seems to be a good start :-) -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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-de] Updatefrage von 2.3.4 - 2.4.2
Und du hast dann am Anfang das neue 2.4.2 tarball innerhalb vom 2.3.4 Verzeichnis ungetarrt? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Updatefrage von 2.3.4 - 2.4.2
OK, es scheint erfolgreich geupgraded zu werden. Mal gucken, wie es jetzt funktioniert. Danke Ralf. Noch eine kleine frage - gilt noch das alte crontab von 2.3.4? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
[otrs-de] Dashboard crasht nach dem Upgrade
Sobald wie ich auf der Dashboard-linke klicke :-( Software error: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm line 210. For help, please send mail to the webmaster (supp...@recognia.com), giving this error message and the time and date of the error. ---snip--- [r...@mon-one:/opt/otrs]# perl -cw /opt/otrs//Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm /opt/otrs//Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm syntax OK -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Dashboard crasht nach dem Upgrade
On Fri, Jul 31, 2009 at 11:02 AM, Martin Edenhoferm...@otrs.com wrote: Hi Alan, es sieht so aus, also ob Du keine Standard Installation hast. Es sieht so aus, als ob Du verschiedene Einstellungen bezüglich 'viewable locks' in SysConfig geändert hast. Bitte mache solche Änderungen nur, wenn Du weiß was Du machst. Sowas habe ich aber nicht gemacht. Wasfuer welche Aenderungen? viewable locks sagt mir nichts. Sowas habe ich bestimmt nie angefasst -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] 2.3.4 -- 2.4.1 upgrade (was: general email woes)
Any further comment on the below? Or am I going to have to back out of my upgrade? On Wed, Jul 29, 2009 at 12:53 PM, Alan McKayalan.mc...@gmail.com wrote: Did you put the new files of 2.4.2 in the 2.3.4 directory? Yes, that's what you told me to do, no? What I actually did was create another symlink from /opt/otrs-2.4.2 to /opt/otrs-2.3.4, because the tarball has the directory name otrs-2.4.2 built into it. So I copied the tarball to /opt, cd'd to there, made the symlink, then untarred the tarball. Since the symlink was in place, all the files went into 2.3.4 directory (I verified this) - Are you the otrs user? Yes, which is what I am supposed to be, right? It seems you don't have permission on the shared memory used for the log file. Where is that? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] 2.3.4 -- 2.4.1 upgrade (was: general email woes)
Crumb! I may just bite the bullet and do a fresh install. Since I have not yet deployed, I have that option. And it may be a good way for me to learn the system better anyway. On Thu, Jul 30, 2009 at 8:49 AM, Michiel Beijenmich...@beefreeit.nl wrote: Alan, Actually, I don't understand where the error message you get, Message: Can't remove shm for log: Operation not permitted comes from. I understand that OTRS tries to do a Kernel::System::Log Cleanup () but why it can't do that, beats me. If there is anyone other who'd like to help you with this, that would be great. Regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] OTRS 2.4.2 first login
Hey folks, I wiped my DB and started over, and am to the point in the install where I am testing the first login. The instructions for 2.4.2 are the same as 2.3.4 and say to use r...@localhost and root, but that is not working. Maybe it is not connecting to the DB properly? Something else? How can I test the DB connection? I just now went into Kernel/Config.pm and changed the password to something I know is wrong, and index.pl does not complain that it cannot connect. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] OTRS 2.4.2 first login
So how do I get in? Hack my DB? On Thu, Jul 30, 2009 at 10:50 AM, Aquiles Cohenaqco...@gmail.com wrote: i'ts seem a bug on default installation because i tried thins twice with the same problem. Aquiles Cohen.- -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] OTRS 2.4.2 first login
Here is what is in the PW field roK20XGbWEsSM I'll remove it and see what happens On Thu, Jul 30, 2009 at 11:02 AM, Alan McKayalan.mc...@gmail.com wrote: So how do I get in? Hack my DB? On Thu, Jul 30, 2009 at 10:50 AM, Aquiles Cohenaqco...@gmail.com wrote: i'ts seem a bug on default installation because i tried thins twice with the same problem. Aquiles Cohen.- -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] OTRS 2.4.2 first login
On Thu, Jul 30, 2009 at 11:03 AM, Alan McKayalan.mc...@gmail.com wrote: Here is what is in the PW field roK20XGbWEsSM I'll remove it and see what happens I have phpPGadmin running and could use it to set the PW. But googling is not helping me. Anyone? Deleting it did not work -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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-de] Updatefrage von 2.3.4 - 2.4.2
Oder präziser - Was genau bedeutet Punkt 5) *) Install the new release (tar or RPM) Gestern ging ich das alles durch (auf der Englischen LIste). Das muss in das alte verzeichnis reinkopiert werden. Aber bei mir ging's alles shief - also - pass auf :-) Ich konnte das nicht upgraden. Gluecklicherweise war ich noch nich live m'im Zeug. Jetzt versuche ich einfach neu zu installieren -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Updatefrage von 2.3.4 - 2.4.2
ERROR: OTRS-DBUpdate-to-2.4-10 Perl: 5.10.0 OS: linux Time: Thu Jul 30 18:01:23 2009 Message: Can't remove shm for log: Operation not permitted Yup, das is das gleiche, was ich bekomme hab'! Mal sehen, ob es jemanden auf dieser Liste gibt, die uns damit helfen kann. Auf der anderen Liste, leider nicht. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
[otrs-de] 2.4.2 neu installierung - kann nicht einloggen
Hi folks, 2.4.2 neu installiert. Aber r...@localhost/root funktionieren nicht als username/password Ist jemand schon darangestossen? Auf der englischen Liste meinte einer, dass es auch bei ihm passiert ist. Aber er saggte nicht, wie ich doch einloggen kann. danke, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Updatefrage von 2.3.4 - 2.4.2
Als root geht das dann, und das Ergebnis sieht auch OK aus. Warum soll es NICHT als root laufen? Super. Gib mir Bescheid, falls du das alles am Laufen bekommst. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Updatefrage von 2.3.4 - 2.4.2
Super. Gib mir Bescheid, falls du das alles am Laufen bekommst. Bescheid Excellent! Danke sehr! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] 2.3.4 -- 2.4.1 upgrade (was: general email woes)
On Wed, Jul 29, 2009 at 8:05 AM, Michiel Beijenmich...@beefreeit.nl wrote: http://source.otrs.org/viewvc.cgi/otrs/UPGRADING?revision=1.35view=co Hmmm, I'm stuck on the very first step *) Stop all your services (e. g. rcotrs stop-force) I did not know there were any services running! And I don't see any. And do not find anything called rcotrs Then when I get to this step I'm confused again : *) Install the new release (tar or RPM) What do I do with the old installation? I currently have the old one installed from the tarball in /opt/otrs-2.3.4 and then a symlink to /opt/otrs So I can easily untar the 2.4.2 to /opt/otrs-2.4.2. Then just switch my symlink? Will one of the steps to come copy the config details from my old files? Or am I supposed to untar the new one over top of the old one? thanks, -Alan - 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] otrs file permissions problem
/opt/otrs/bin/SetPermissions.sh /opt/otrs otrs www-data www-data www-data Also if you specify /opt/otrs/ (with slash at the end) you will get the actual directory instead of the symlink -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] 2.3.4 -- 2.4.1 upgrade (was: general email woes)
The trick of just point the symlink to the new version does not work with OTRS as this inconveniently does NOT keep its configuration files in /etc So what about this? I will backup (re-tar) /opt/otrs-2.3.4, and then remove the symlink, and rename it to /opt/otrs Then untar the the new 2.4.2 into that same directory? Is that what you are expecting basically? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] 2.3.4 -- 2.4.1 upgrade (was: general email woes)
Yikes! *) Run the migration script (as OTRS user, _not_ as root): You must execute the migration script to migrate some data from the old database structure to the new one. Please run $OTRS_HOME/scripts/DBUpdate-to-2.4.pl! I think my problem is that this step actually has to come first : *) If _no_ RPM is used, execute $OTRS_HOME/bin/SetPermissions.pl! -bash-3.2$ !$ $OTRS_HOME/scripts/DBUpdate-to-2.4.pl Start migration of the system... ERROR: OTRS-DBUpdate-to-2.4-10 Perl: 5.8.8 OS: linux Time: Wed Jul 29 11:18:36 2009 Message: Can't remove shm for log: Operation not permitted Traceback (3386): Module: Kernel::System::Log::CleanUp (v1.62) Line: 254 Module: Kernel::System::Log::new (v1.62) Line: 105 Module: /opt/otrs/scripts/DBUpdate-to-2.4.pl (v1.7) Line: 63 Bad address at /opt/otrs-2.3.4/Kernel/System/Log.pm line 230. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] 2.3.4 -- 2.4.1 upgrade (was: general email woes)
Nope, I ran set permissions and same problem -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] 2.3.4 -- 2.4.1 upgrade (was: general email woes)
Did you put the new files of 2.4.2 in the 2.3.4 directory? Yes, that's what you told me to do, no? What I actually did was create another symlink from /opt/otrs-2.4.2 to /opt/otrs-2.3.4, because the tarball has the directory name otrs-2.4.2 built into it. So I copied the tarball to /opt, cd'd to there, made the symlink, then untarred the tarball. Since the symlink was in place, all the files went into 2.3.4 directory (I verified this) - Are you the otrs user? Yes, which is what I am supposed to be, right? It seems you don't have permission on the shared memory used for the log file. Where is that? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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-de] index.pl wird bei fast jedem Link als Download angeboten
Sobald wie ich diese altere Version geloescht habe, und die neuste RPM vom OTRS website installiert hab', ging das Problem weg. Tut mir leid, aber ich verwende doch das tarball - nicht etwa das RPM wie ich fruher sagte -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Antw: Updatevon 2.3 auf 2.4
Das wird gerade auch auf der Englischen Liste Discutiert http://source.otrs.org/viewvc.cgi/otrs/UPGRADING?revision=1.35view=co Dazu habe ich selber fragen gehabt, gerade beim ersten Schritt : stop all services. Es gibt doch beim mir kein rcotrs. Wird gemeint : apache stoppen. Cronjobs stoppen Dann auch *) Install the new release (tar or RPM) Ich verwende tarball. Da muss man das neue tarball ins selbe Verzeichnis untarren, wo die alte Installation steht. e.g. bei mir /opt/otrs -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] index.pl wird bei fast jedem Link als Download angeboten
2009/7/29 Florian flor...@linux-infobase.net: Naja, Neuinstallation from scratch kommt sowieso nicht in Frage. Habe auch kein Paket benutzt sondern das tarball. Was hast du fuer OS am laufen? Fuer webserver? Falls apache, kannst du uns die config-datei zugeben? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] general email woes
OK, I just got it to work thusly : Go to /otrs/index.pl?Action=AdminQueue set Customer State Notify: to Yes But this will of course notify of any state change, which may not be what I want. But it is a good start for now. If anyone knows of a way to only send email to the originator when the ticket is closed, please let me know. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] send email to person to whom ticket assigned?
Hey folks, I was just about to send out an email to my internal customers announcing our new system, when it struck me that it does not send an email to a person when a ticket gets assigned to them. I'd like that very much. Googling does not turn up much of anything for me. Can someone help? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] send email to person to whom ticket assigned?
On Tue, Jul 28, 2009 at 1:21 PM, David Holderdavid.hol...@gmail.com wrote: Hi Alan, The first and most obvious thing we should ask is if you've configured auto notifications correctly for when a new ticket is created? Is this in [ Auto Responses - Queue ] ?? I have this set : Change auto reply settings- default reply (after new ticket created) Change auto reply/new ticket settings - default reject / new ticket created Change auto follow up settings- default follow up Change auto reject settings - not set Change auto remove settings - not set Hmmm, googling brings up some more info. Looks like I have to go into each user's settings and ensure they are set to get notification when there is a new item in one of their queues, and also assign queues to them here. I'll go do that now and test, and report back. thanks! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] send email to person to whom ticket assigned?
Yup, that worked! On Tue, Jul 28, 2009 at 1:33 PM, James Burkjames.b...@dornc.com wrote: Alan, Notifications from the admin interface is where agent and customer notification email are listed. Select your language and Owner and make the wording as you wish and submit. There are other valuable notifications in that same section. The Queue to which an Agent is a member must be highlighted in their Preferences on the right, as well as New Ticket notification=Yes in the middle. If you wish the Agent be notified when a ticket is Moved to their queue, the Move notification at the bottom center must also be Yes. Click Update underneath each selection as you make the changes. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] 2.3.4 -- 2.4.1 upgrade (was: general email woes)
On Tue, Jul 28, 2009 at 1:21 PM, Martin Edenhoferm...@otrs.com wrote: In OTRS 2.4 there is a new frature called Configurable event based notifications. OK, since I have not yet deployed this thing, I have a good opportunity now to upgrade. Is there an upgrade wizard of some sort that will leave me with 2.4.1 that works just like my current 2.3.4? Or will I manually have to reprogram everything? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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-de] index.pl wird bei fast jedem Link als Download angeboten
Das genaue ist bei mir immer wieder passiert, als is die Version 2.1.7 am laufen hatte. Das war bei mir bloss die Version die ich mit yum bekamm. Sobald wie ich diese altere Version geloescht habe, und die neuste RPM vom OTRS website installiert hab', ging das Problem weg. Aber du hast schon die neuste am laufen - also - keine Ahnung. Was hast du fuer OS am laufen? Bei mir - CentOS 5.3 cheers, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] general email woes
First of all: enjoy your vacation. Done! I guess you are mixing up sending and receiving email. For receiving email, Yes, probably was. However, I do have it sending mail just fine for most things - e.g. when someone sends email to supp...@example.com, they get an email back with ticket number and so on. First, configure the email address(es) you'd like to use for sending out email under Admin Email Addresses. See: http://doc.otrs.org/2.3/en/html/x1048.html OK, have that done already Then, go to Admin SysConfig Framework Core::SendMail to configure your SMTP server address settings. That is already set If this is set, you can send messages. To test, you can use Admin Admin Notification. As mentioned above, sending messages already works. What does not work is that a message does not come out when a ticket is closed. Even though I now have it set to do that. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] general email woes
Perhaps it is something with auto-responses? I have this in [ Auto Responses - Queue ], where External Support is a queue that is connected to supp...@example.com External Support * default reply (after new ticket has been created) (auto reply) * default reject/new ticket created (after closed follow up with new ticket creation) (auto reply/new ticket) * default follow up (after a ticket follow up has been added) (auto follow up) I don't see anything about closing a ticket. Also, when I go in to close the ticket, I now see note-type note-external, thanks to someone who helped me configure that before my vacation. So should it not be sending an email? Or do I need another auto-response set up? Or something else? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Close ticket, notify originator by email
Hey folks, Looks like yevgeniy does not live at his email address anymore :-( I've just about got my system tweaked out now, except for this one item. When I go to close a ticket the only option is note-internal. There is not an option available to email the originator. And I just cannot figure out how to set that up. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] Close ticket, notify originator by email
OK, got it! For the sake of others who may stumble upon this, you go to Admin and then SysConfig way over on the right. Then go to the left Group Selection and select Ticket and then hit Show -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] Close ticket, notify originator by email
OK, but the email is not being sent. But I think I have to start a new thread for this one ... but first a quick lunch :-) -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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] general email woes
OK, just before leaving for work today (and leaving for a week's vacation) I noticed that I was actually running another cronjob PostmasterGeneral or something like that. So I'm guessing that's why it was working, and where I should look when I get back. Any further tips you can give keeping this in mind would be greatly appreciated. cheers, -Alan - 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/
