Re: [otrs] strange error in log and misc question
On Wed, 4 Nov 2015 06:47:38 AM you wrote: > http://www.otrs.com/release-notes-otrs-help-desk-4-patch-level-6/ Im not able to find such a script: [root@support /opt/otrs]$ find . -iname 'otrs.CheckCloudServices.pl' [root@support /opt/otrs]$ find . -iname '*CheckCloudServices*' Running version 5.0.1 The "Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 read timeout" message is getting annoying. Happens fairly regularly. How do I stop this check from running? Grepping through the source I see: Kernel/System/Console/Command/Maint/CloudServices/ConnectionCheck.pm:9:package Kernel::System::Console::Command::Maint::CloudServices::ConnectionCheck; Anyway to stop the connectioncheck being called? I assume thats whats triggering this... Cheers A. - 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
[otrs] strange error in log and misc question
Hi Guys, I am seeing this error in the log every so often. Running ver 5.01: Tue Nov 3 10:20:26 2015 error OTRS-otrs.Console.pl-Maint::OTRSBusiness::AvailabilityCheck-10 Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 read timeout Tue Nov 3 10:20:26 2015 error OTRS-otrs.Console.pl-Maint::OTRSBusiness::AvailabilityCheck-10 There was an error executing Execute() in Kernel::System::Console::Command::Maint::OTRSBusiness::AvailabilityCheck: ERROR: OTRS- otrs.Console.pl-Maint::OTRSBusiness::AvailabilityCheck-10 Perl: 5.20.2 OS: linux Time: Tue Nov 3 10:20:26 2015 What exactly is the software trying to "POST" to https://cloud.otrs.com/otrs/public.pl? Should I concerned about these entries in the log? Also, since upgrading to OTRS ver 5.x, when closing a ticket, a subject field for the close note has now appeared and is mandatory? Is there any way to revert this to the previous behavior where just a note entry is enough? Cheers, A. - 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
[otrs] Ticket notification emails suddenly in a different language?
Hi Guys, Since upgrading to version 5, I am receiving notifications in german? This used to be english! How to change this??? It just seems to be the notifications that have defaulted to the wrong language. Thanks Alex - 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
Re: [otrs] URGENT: problem after upgrade from 4.x to 5.x
Hi, We'll never know I guess. Its a stock install of OTRS with no extra plugins, always has been that way.. But it wasnt just TicketMenuLock as you can see.. Kernel::Output::HTML::TicketMenuGeneric was another. Theres obviously been some major changes introduced in version 5 in that area. Hopefully this post helps someone else who gets caught out by this surprise. Cheers On Tue, 27 Oct 2015 06:59:23 AM Renee B wrote: > ZZZAuto.pm is a file generated when you change something in the > SysConfig. OTRS can't update this file as OTRS can't know what and why > you changed something. It could be that you installed an addon that > ships its own TicketMenuLock and if OTRS would change this setting in > ZZZAuto it would break the addon... > > Am 27.10.2015 um 06:55 schrieb Alex: > > Hi Renee, > > > > Thank you for your email. Is there any reason why the class::method path > > was not updated during the upgrade? A whole heap of the settings that > > referenced Kernel::Output::HTML::Ticket in that file were suddenly wrong. > > Eventually I came to the same conclusion you did and adjusted a number of > > them. Just surprised it was not handled by part of the upgrade. > > > > Another example: > > > > Backend ERROR: OTRS-CGI-10 Perl: 5.20.2 OS: linux Time: Tue Oct 27 > > 11:42:53 > > 2015 Message: Module Kernel/Output/HTML/TicketMenuGeneric.pm > > > > Needed another change: > > > > Old: Kernel::Output::HTML::TicketMenuGeneric > > new: Kernel::Output::HTML::TicketMenu::Generic > > > > And so on.. > > > > > > Cheers, > > Alex > > > > On Tue, 27 Oct 2015 06:45:16 AM Renee B wrote: > >> Am 27.10.2015 um 01:04 schrieb Alex: > >>> 'Module' => 'Kernel::Output::HTML::TicketMenuLock', > >> > >> This should be > >> > >> 'Module' => 'Kernel::Output::HTML::TicketMenu::Lock', > > > > - > > 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 - 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
Re: [otrs] URGENT: problem after upgrade from 4.x to 5.x
Hi Renee, Thank you for your email. Is there any reason why the class::method path was not updated during the upgrade? A whole heap of the settings that referenced Kernel::Output::HTML::Ticket in that file were suddenly wrong. Eventually I came to the same conclusion you did and adjusted a number of them. Just surprised it was not handled by part of the upgrade. Another example: Backend ERROR: OTRS-CGI-10 Perl: 5.20.2 OS: linux Time: Tue Oct 27 11:42:53 2015 Message: Module Kernel/Output/HTML/TicketMenuGeneric.pm Needed another change: Old: Kernel::Output::HTML::TicketMenuGeneric new: Kernel::Output::HTML::TicketMenu::Generic And so on.. Cheers, Alex On Tue, 27 Oct 2015 06:45:16 AM Renee B wrote: > Am 27.10.2015 um 01:04 schrieb Alex: > > 'Module' => 'Kernel::Output::HTML::TicketMenuLock', > > This should be > > 'Module' => 'Kernel::Output::HTML::TicketMenu::Lock', - 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
[otrs] URGENT: problem after upgrade from 4.x to 5.x
Hi Guys, Performed an upgrade of OTRS from ver 4 to 5 using the manual method (source tarballs). No errors or warnings encountered at all during the upgrade steps. I can log into the system fine, however when I go to look at any queue: Backend ERROR: OTRS-CGI-10 Perl: 5.20.2 OS: linux Time: Tue Oct 27 10:31:12 2015 Message: Module Kernel/Output/HTML/TicketMenuLock.pm not in @INC (/usr/Custom /usr/Kernel/cpan-lib /usr /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/x86_64-linux-gnu/perl/5.20.2 /usr/local/share/perl/5.20.2 /usr/lib/x86_64-linux-gnu/perl5/5.20 /usr/share/perl5 /usr/lib/x86_64-linux- gnu/perl/5.20 /usr/share/perl/5.20 /usr/local/lib/site_perl . /etc/apache2) RemoteAddress: 59.167.252.230 RequestURI: /index.pl?Action=AgentTicketQueue;OTRSAgentInterface=5MIZsAktlkLiEYG5yEiRY2dL3f2t Bq38 Traceback (11715): Module: Kernel::Output::HTML::TicketOverview::Small::Run Line: 498 Module: Kernel::Output::HTML::Layout::Ticket::TicketListShow Line: 1121 Module: Kernel::Modules::AgentTicketQueue::Run Line: 462 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1036 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32 In version 4.x there was indeed a file at /opt/otrs/Kernel/Output/HTML/TicketMenuLock.pm In version 5, the contents of the Kernel/Output/HTML folder are very different. The only references I can find to *TicketMenuLock is in /opt/otrs/Config/Files/ZZZAuto.pm* *Grep reveals:* Config/Files/ZZZAuto.pm:131:'Module' => 'Kernel::Output::HTML::TicketMenuLock', Config/Files/ZZZAuto.pm:209:'Module' => 'Kernel::Output::HTML::TicketMenuLock', Whats the deal with this? Is it something that is no longer used? That I need to remove? What do I need to do to fix this? Cheers, Alex. - 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
Re: [otrs] Upgrade process from OTRS 3.1.3 -> 5
Thank you Florian! [image: Everett Community College] <http://www.everettcc.edu/> Alex Zimmerman / Information Technology Specialist III Web Data & Development Services / Enterprise Services / Information Security Direct line:(425) 259-8724 / Help Desk:(425)388 9333 email: azimmer...@everettcc.edu [image: Twitter] <http://www.twitter.com/liquidspikes> [image: Linkedin] <http://www.linkedin.com/in/alexzimmerman/> *How did I do? Please take a minute to help us improve our IT service by completing the * *IT Feedback Survey. <http://goo.gl/J3nGC> (http://goo.gl/J3nGC <http://goo.gl/J3nGC>)* *Thank you!* On Tue, Oct 13, 2015 at 9:39 AM, Florian Edlhuber wrote: > Hi, > > 13/10/2015 18:00 - Alex Zimmerman wrote: > > I just inherited the job of updating our production IT HelpDesk server > > from a IT tech that is no longer here. Due to the nature of our setup > > in cannot be down for very long, which is why it was left to get so > > far behind. > > Typical (bad) scenario. Solution? Managed OTRS. Sorry that I am commercial > on the mailing list, but actually this is an issue. And can be solved with > a managed OTRS. > > > The server is currently running on OTRS 3.1.3 on a Ubuntu Linux > > 12.04 LTS server. > > (...) > > It sounds like I have to update from to every subversion e.g. > > 3.1.3 -> 3.1.4 -> 3.2.1 -> 3.2.2 etc.. > > Nope. What you describe is "Patch Release" Updates... > > If you read the documentation carefully you'll find: > ,--- > | Within a single minor version you can skip patch level releases if > | you want to upgrade. For instance you can upgrade directly from > | OTRS 4 patchlevel 2 to version 4 patchlevel 6. > `--- > > So you need to go to: > 3.2.x -> 3.3.x -> 4.0.x -> 5.0.x > (x = latest patch) > > > Is is possible to just perform fresh install of the latest OTRS > > and import and upgrade the database? > > No. You have to follow the path. Good Luck. :) > > > -- > Florian > > > - > 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 > - 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
[otrs] Upgrade process from OTRS 3.1.3 -> 5
Hello! I just inherited the job of updating our production IT HelpDesk server from a IT tech that is no longer here. Due to the nature of our setup in cannot be down for very long, which is why it was left to get so far behind. The server is currently running on OTRS 3.1.3 on a Ubuntu Linux 12.04 LTS server. I looked at the documentation for the process of upgrading here: https://otrs.github.io/doc/manual/admin/3.2/en/html/upgrading.html It sounds like I have to update from to every subversion e.g. 3.1.3 -> 3.1.4 -> 3.2.1 -> 3.2.2 etc.. You get the idea. :) Is there a way to fast track theses updates? The idea is that we want to be on OTRS 5 once it is released. Is is possible to just perform fresh install of the latest OTRS and import and upgrade the database? Thanks. :) [image: Everett Community College] <http://www.everettcc.edu/> Alex Zimmerman / Information Technology Specialist III Web Data & Development Services / Enterprise Services / Information Security Direct line:(425) 259-8724 / Help Desk:(425)388 9333 email: azimmer...@everettcc.edu [image: Twitter] <http://www.twitter.com/liquidspikes> [image: Linkedin] <http://www.linkedin.com/in/alexzimmerman/> *How did I do? Please take a minute to help us improve our IT service by completing the * *IT Feedback Survey. <http://goo.gl/J3nGC> (http://goo.gl/J3nGC <http://goo.gl/J3nGC>)* *Thank you!* - 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
Re: [otrs] wrong link in email notification
Hello! If you use https, try change parameter OTRS_CONFIG_HttpType to https. - 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
Re: [otrs] how to disable (temporarily) email delete from server
Hi Luca, The best option is likely to use your mail server to copy messages to another folder or recipient as soon as they're received so that you'll have copies of them if you need to rerun the fetch. Copying the messages back to the inbox will force them all to be reimported. Alex Cline | Senior Infrastructure Engineer cl...@vivisimo.com<mailto:cl...@vivisimo.com> | Connect: vivisimo.com<http://vivisimo.com/> [cid:E4F1080D-4004-4BE3-9DA8-34D4FDB522A8] Information Optimized TM From: "jan.dre...@bertelsmann.de<mailto:jan.dre...@bertelsmann.de>" mailto:jan.dre...@bertelsmann.de>> Reply-To: "User questions and discussions about OTRS." mailto:otrs@otrs.org>> Date: Wed, 21 Mar 2012 11:24:54 -0500 To: "otrs@otrs.org<mailto:otrs@otrs.org>" mailto:otrs@otrs.org>> Subject: Re: [otrs] how to disable (temporarily) email delete from server Hello Luca, you won’t be able to do so: OTRS will always get ALL mails from your pop3 server, even if the mail has already been received. So you will get many ticket-duplicates … You can of course try to change the POP3 script to move received tickets into a folder, but I don’t think the pop3 implementation will allow you so. You may have this possibility with IMAP though. Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS Von: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org] Im Auftrag von Luca Domenella Gesendet: Mittwoch, 21. März 2012 17:17 An: otrs@otrs.org<mailto:otrs@otrs.org> Betreff: [otrs] how to disable (temporarily) email delete from server Wichtigkeit: Hoch Hi, we are going to upgrade our OTRS from 2.0.4 to 3.1.2. in order to be able to rollback our customercare manager asked us to disable the erasing of emails from server. In this way if they found problems we can roll back and reapply everything. I think its stupid but.. its just my opinion. Our email are all POP3. Is the otrs.PostMasterMailbox.pl script the one that download the emails ? (im a newbie on otrs sorry) How can I modify such script to do not permit it do delete the email from the server ? Br, Luca Domenella T: +39 0698962316 E: luca.domene...@bwinparty.com<mailto:luca.domene...@bwinparty.com> bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com<http://www.bwinparty.com/> This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk. <>- 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
[otrs] Bouncing 8-bit encoded article results in broken mail.
Hi all! OTRS handles inline 8-bit Latin-2 encoded mail incorrectly when you try to bounce it. What happens, mail body gets cut off at first occurrence of non-ascii character. Has anyone the same problem? I've reported this as a bug few days ago, but got no response. :-/ Example: >From Wed Jan 12 10:24:06 2011 Return-Path: X-Original-To: Delivered-To: Date: Wed, 12 Jan 2011 10:19:38 +0100 From: User-Agent: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.2.13) Gecko/20101207 Lightning/1.0b2 Thunderbird/3.1.7 MIME-Version: 1.0 To: Subject: Test Content-Type: multipart/related; boundary="060201000303080607030509" X-Otrs-Queue: test This is a multi-part message in MIME format. --060201000303080607030509 Content-Type: text/html; charset=ISO-8859-2 Content-Transfer-Encoding: 8bit Pozdravljeni, zanima me, ---- Best regards, Alex - 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
Re: [otrs] Keep ticket number in bounced messages
On 23.12.2010, at 10:06, Alex Mihičinac wrote: > Hi all! > > Is it possible to keep ticket number in bounced messages (maybe even with > little hack)? > Before I managed to hack otrs v2.1 to have that feature, but in OTRS > 3.0.4-01"Subject generation" seems to be changed. > > Any hint more than welcome. Problem solved. If anyone interested in solution, just send me an e-mail. Best regards, Alex - 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
Re: [otrs] otrs 3.0 - inline quote
Hi Frank! On 4.1.2011, at 14:33, Frank Thommen wrote: > Alex Mihičinac wrote: >> Hi all! >> Does anyone know how to reply mail and quote original mail in separate parts? >> In a way that response mail is not just on the end of the quoted mail, but >> some answers could be located between quoted parts. >> Is that possible at all? > > yes. Just type into the quoted text where you want your answers to be. If > you're using RichText, then you'll have to change the style of your answer to > "Normal" (w/o the '(DIV)') and remove the formatting by selecting the > complete answer paragraph and klicking on the eraser button in the editor. > You'll see, that the "quotation" bar on the left side is gone. > > This is not very straightforward and easy to do, that's one of the reasons I > prefer not to use richtext on the frontend. If you're using plaintext, then > is't much easier: Simply type your answer into the quoted text. Great! Thanks for detailed explanation. I wasn't able to find that info by myself. :-) Best regards, Alex - 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
[otrs] otrs 3.0 - inline quote
Hi all! Does anyone know how to reply mail and quote original mail in separate parts? In a way that response mail is not just on the end of the quoted mail, but some answers could be located between quoted parts. Is that possible at all? Best regards, Alex - 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
[otrs] Keep ticket number in bounced messages
Hi all! Is it possible to keep ticket number in bounced messages (maybe even with little hack)? Before I managed to hack otrs v2.1 to have that feature, but in OTRS 3.0.4-01"Subject generation" seems to be changed. Any hint more than welcome. Best regards, Alex - 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
[otrs] sorting responses
currently testing otrs and was wondering if there is any way to organize the responses display. My staff is using dozen of responses and this is important these can be sorted in various categories. thanks a alot - 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] How to turn off email validation?
Great program! Everything is wonderful! But I can't find one thing: how to tune register graphs on the customer page (customer.pl), without any confirmation of his email (I am afraid that most of email system now blocks a lot of email and most clients won't manage to activate their registration). Best Regards, Alex. ___ 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
Re: [otrs] Exporting attachments from DB to FS
Have looked at the documentation for this but am unable to figure out where
these attachments are saved once the parameter is enabled ... ?
$Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStorageFS';
thanks,
alex
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[otrs] Changing the Check for new email Interval (Russell Streitenberger)
Hi Russel, Refreshing time you can change in Prefernces under your user or in Admin settings in user options. Just select from list time witch you want Can you help me too? I can not get reply from queue when I'm getting new ticket, Everything turn on (responses and queues), may be I missed any optione and did not turn it on ? Alex ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Auto reply (get new ticket in queue)
Hi guys, may be somebody knows how to get auto answer for mail after getting new ticket. I configurated auto responses and auto responses<->queues too, tried system configuration options, but without any result. Alex ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Can not get answer for my message from OTRS
Hi all I have the following problem, in OTRS system I can not get answer of system for my message. I cheked all options. Can you help me guys ? ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
[otrs] (Без темы)
Hi all I have the following problem, in OTRS system I can not get answer of system for my message. I cheked all options. Can you help me guys ? ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
[otrs] Notifications in OTRS
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[otrs] search by a_freekey
Hi all, is it possible, to perform search and use a_freekey (article freekey) as search criteria? TIA, Alex ___ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
[otrs] OTRS & PGP
Hi all, i found a problem when replying to an e-mail - while creating reply message, it's not possible to choose key for signing it. is there something i should be aware of, when using this feature? It funny beacuse when I try to create new mail in same queue, then "Sign:" options is there (?). I have OTRS 2.1.5, keyring is ok and hexId/passwords are added to SysConfig Crypt:PGP, also all keys are visible under Admin:PGP menu. Best regards, Alex ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] PGP trouble
Hi all, I'm trying to enable PGP in OTRS. First step, sending signed mails out of the OTRS is working ok. The problem occurs when signed mail arrives into OTRS. Then I get this error: --- From: [EMAIL PROTECTED] To: [EMAIL PROTECTED] Subject: test Created: 16.02.2007 11:45:52 Signed: gpg: no valid OpenPGP data found. gpg: the signature could not be verified. Please remember that the signature file (.sig or .asc) should be the first file give[..] Attachment: file-1 242 Bytes file-2 1 Bytes 0xEC03BF73.asc 1.3 KBytes -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 test -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (MingW32) iD8DBQFF1YutL0/a2OwDv3MRAv3wAKC5Y3EbskRMDCYC8cNwaD/l0e4g3gCgg7tM t9z0OvlQU0ukcqI2MGYGp4w= =1+HZ -END PGP SIGNATURE- --- The mail has sender's public key (.asc) attached and signature (.sig) and I have sender's public key in my key-ring. What could be the cause for this kind of behaviour? TIA & Best regards, Alex ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] OTRS @ Service Desk & IT Support Show?
Hi all, I'm wondering if OTRS Team is going to exhibit at Service Desk & IT Support Show (http://www.servicedeskshow.com/)? Best regards, Alex ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] sub-queue-ing
Hi all, i've noticed, that OTRS allows only 3 levels of sub-queues. Is there a reason why is that and is it possible to extend that to more than 3 levels. Example: 1. level: main_queue: 2. level: sub_queue 3. level: sub_queue best regards, P.S. we are still using OTRS 2.0 - is this issue relevant for version 2.1 too? --alexm ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Reply to ticket - no email option
Hi, you must assign responses to queues in your admin area. Looks like you don't have the default reply in this queue. 2006/12/28, Mike Hayward <[EMAIL PROTECTED]>: Hi, I have an OTRS system now fully working, but when I zoom to a new ticket, the only options are to close the ticket or "Contact Customer (phone)", the "Compose answer (email)" option has no clickable "reply" hyperlink underneath. Any ideas where to fix this issue? Thanks Best regards Mike Hayward ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/ ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] Printing (just) part of a ticket
Hi all, I'm wondering if it's possible to print just part of a ticket? It would be nice to have option for printing just selected article, or articles without internal notes. Like i see it's only way to print whole ticket at once. Hints (to do that kind of printing) are more than welcome. Best regards, Alex ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Not able to compose answer
Hi, You should configure OTRS first, before using it.. See the docs for basic settings, here the sender address [EMAIL PROTECTED] is uncorrect. 2006/11/15, Ravi AHUJA <[EMAIL PROTECTED]>: Hi, While composing answer, I am not able to close the ticket,it is giving me this error message OTRS System <[EMAIL PROTECTED]> * invalid [EMAIL PROTECTED] (Invalid syntax)! Rgds Ravi Ahuja ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [Bulk] Re: [otrs] queueview - show only open|new tickets
Terry Dobbs wrote: > There is a way. I modified my queue view in the system config to > include tickets that are "merged". So there is a way to do it. > > I cant remember off the top of my head what sysconfig module to edit, > but I got it from the manual. I will try to find the option and let > you know if you cant find it. > Great! If you remember how you did it, please let me know. I'll dig through sysconfig again :-) Best regards, Alex ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] queueview - show only open|new tickets
Hi Benjamin, Benjamin Burton wrote: > We've gotten around this problem by pushing tickets into a subqueue. > Make sure you're not "watching" that particular subqueue, and then > unlock the pending ticket. The ticket will go back into the QueueView, > but you will not see it because you're not watching that queue. > Thanks for hint. My plan B was the same thing you suggested. :) Anyways, I thought it could be done somehow via systemconfig, but couldn't manage to find that kind of option. Maybe this is good idea for future releases of OTRS. Best regards, Alex ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] queueview - show only open|new tickets
Hi all, is it possible, to "hide" pending tickets in queue? ...to have only new and open tickets in queueview. Best regards, Alex ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] Ticket Age <- Last Article Date?
Hi all, can someone tell if it's possible, to customize ticket "Age:" in queueview? It would be nice to have date of last article shown instead. Best regards, Alex ___ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Navigation bar: remove icon
Hi all, Omar Speranza wrote: Isaac Gonzalez ha scritto: Please see the Customer*.dtl files in Kernel/Output/HTML/Standard. These files controll the output in the customer.pl panel. Just change the files for your needs. Thanks, I'm seeing CustomerNavigationBar.dtl but I can't found any item about icons that appear in customer frontend... .. I've managed to add custom icons to naviBar. What i need to do, that tag would appear correct? In my case, I always get some URL prefix from OTRS because I'd like to point URL outside the OTRS system. TIA, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] move_into permission
Alex Mihicinac wrote: Hello, I have strange problem. After adding new user, he is not able to see all queues in "Change queue" dropdown box. He has the same settings like more than 30 users, but they can see all queues correctly. Only difference is, that they were createdit in earlier versions of OTRS and were pass trough with upgrades, he was added as new user trough admin menu. While trubleshuting this problem, I got disturbed with this table: ro Read only access to the ticket in this group/queue. move_into Permissions to move tickets into this group/queue. create Permissions to create tickets in this group/queue. owner Permissions to change the ticket owner in this group/queue. priority Permissions to change the ticket priority in this group/queue. rw Full read and write access to the tickets in this group/queue. Problem solved. Sorry, my mistake. I've fixed permissions in Config.pm file, long time ago... ;-) Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] move_into permission
Hello, I have strange problem. After adding new user, he is not able to see all queues in "Change queue" dropdown box. He has the same settings like more than 30 users, but they can see all queues correctly. Only difference is, that they were createdit in earlier versions of OTRS and were pass trough with upgrades, he was added as new user trough admin menu. While trubleshuting this problem, I got disturbed with this table: ro Read only access to the ticket in this group/queue. move_into Permissions to move tickets into this group/queue. create Permissions to create tickets in this group/queue. owner Permissions to change the ticket owner in this group/queue. priorityPermissions to change the ticket priority in this group/queue. rw Full read and write access to the tickets in this group/queue. It shows more permissions, that I can actually see in admin menu (there are only ro & rw). Maybe this is the root of the problem? I'm using OTRS 2.0.2 Hints more than welcome! TIA, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] auto merge?
Hi all, I'm wondering if it's possible to perform auto-merge based on FreeKeys values? I have external scripts, which can do that, but it would be more consistant, if that could be porformed internaly. Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] /vat/tmp files locked so can't be opened by PGP
Am having the same problem but on FreeBSD 5.4. n Fri, 2005-12-09 at 08:27 +, John Gurhy wrote: > HI, > > I am running version 2.0.3 on Windows 2003 and I am trying to get PGP > working. > > PGP can't open a clear signed message, even if I try and manually verify the > file from the CMD line. It looks like the tmp file is being kept locked open > as I get the following error message: > > "gpg: can't open `C:\OTRS\otrs\var\tmp\pautHul8AF.tmp' gpg: verify > signatures fail" > > However if I copy the tmp file to another dir I can verify it via the CMD > line. > > Any idea where I am going wrong? > > Thanks in advance > > John > > > John at gurhy.co.uk > > This email and any files transmitted with it are confidential and intended > solely for the use of the individual or entity to whom they are addressed. > If you have received this email in error please notify the sender. > > > ___ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f�r Ihr OTRS System? => http://www.otrs.de/
[otrs] pgp with otrs
I want to use gpg with otrs. I am creating keys as otrs but when i try to add the keys to otrs as user otrs I cant since .gnupg/ has default permission of 600 . I changed the ownership of the .gnupg directory to 770 so that user www which is the user my webserver(Apache) runs,otrs belong to group www, and that way I can add my secret key but cannot read encrypted email but I get the error . "gpg: WARNING: unsafe ownership on homedir `/usr/src/otrs/.gnupg/' gpg: encrypted with 1024-bit ELG-E key, ID 1D824B6B, created 2005-12-07 " Any help or a comprehensive pgp howto. There is not out there ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Check Names
I’m not so interested in authenticating users or agents through AD, but does OTRS have the ability to perform a “check names” function against AD (after LDAP integration, of course)? Thanks Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] IO::Socket::INET: connect: Unknown error
So here’s the short version of my earlier question: I get this error when trying to log in through the customer interface after hooking up (obviously incorrectly) LDAP to AD. IO::Socket::INET: connect: Unknown error Anyone else have this error? More detail in the message titled: [otrs] LDAP and AD Thanks for any help. Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] LDAP and AD
UserLogin', 'Login',
'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email',
'mail', 1, 1, 'var' ],
[ 'UserCustomerID',
'CustomerID', 'mail', 0, 1, 'var' ],
# [ 'UserPhone',
'Phone', 'telephonenumber', 1, 0, 'var' ],
# [ 'UserAddress',
'Address', 'postaladdress', 1, 0, 'var' ],
# [ 'UserComment',
'Comment', 'description', 1, 0, 'var' ],
],
};
I have heard that in past versions, every
user has to be entered into the OTRS db before AD authentication can
happen. I also could be mistaken in that only the initial user being used
to authenticate to the GC for the first time needs to be in the OTRS dB
3) SO – with all of this failing
(Basically Apache won’t start up again), I strip everything out of the
config.pm and start fresh, making sure my entries in the admin user interface
for Frontend::Customer::Auth and I finally get a promising action that
something right is happening, even though it is an error. I get this
software error:
IO::Socket::INET: connect: Unknown error at E:/RTCOTRS/otrs//Kernel/System/CustomerAuth/LDAP.pm line 115.
And, line 115 tells me:
my $LDAP = Net::LDAP->new($Self->{Host},
%{$Self->{Params}}) or die "$@";
Does LDAP not like my port?
Is this because I don’t have IO fully
installed by the whole “perl –MCPAN –e shell;” command?
4) I saw a nice little test someone posted where I try:
use strict;
use Net::LDAP;
#LDAP Server here
$Host = ‘my.host.com';
#Admin name (fully qualified)
$Admin = 'CN=LAST\,
First,ou=blah,ou=bblah,dc=example,dc=com';
#Admin PW
$AdminPass = 'secret;
$Uid = 'employee login'; # Put some user's name here that
you want to get info about (does not have to be fully qualified - just the
sAMAccountName
# Put your searchbase here (dc=example,dc=com)
my $SearchBase = 'OU=blah,OU=bblah,DC=example,DC=com';
# Leave it just like that
my $Filter = "sAMAccountName=$Uid";
my $LDAP = Net::LDAP->new($Host, port=>3268) or die
"Failed to connect to LDAP host!";
$LDAP->bind($Admin, password =$AdminPass) or die
"Permission to browse directory denied!";
my $Result = $LDAP->search( base=>$SearchBase,
filter=>$Filter ) or die "Failed to retreive user information";
my $UserDN = '';
foreach my $Entry ($Result->all_entries) {
$UserDN = $Entry->dn();
}
if (!$UserDN) {
print "User: $Uid login failed, no LDAP entry found!
BaseDN='$SearchBase', Filter='$Filter'";
}
This resulted in the following output:
Global symbol "$Host" requires explicit package
name at ldaptest.pl line 5, line 225.
Global symbol "$Admin" requires explicit package
name at ldaptest.pl line 8, line 225.
Global symbol "$AdminPass" requires explicit
package name at ldaptest.pl line 11, line 225.
Global symbol "$Uid" requires explicit package
name at ldaptest.pl line 13, line 225.
Global symbol "$Uid" requires explicit package
name at ldaptest.pl line 19, line 225.
Global symbol "$Host" requires explicit package
name at ldaptest.pl line 21, line 225.
Global symbol "$Admin" requires explicit package
name at ldaptest.pl line 22, line 225.
Global symbol "$AdminPass" requires explicit
package name at ldaptest.pl line 22, line 225.
Global symbol "$Uid" requires explicit package
name at ldaptest.pl line 29, line 225.
Bareword "password" not allowed while "strict
subs" in use at ldaptest.pl line 22, line 225.
Execution of ldaptest.pl aborted due to compilation errors.
It seems to me that I’m close, but
missing an essential brain cell.
Any thoughts on this?
Thank you very much for any efforts anyone and everyone
makes.
Alex Swett
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[otrs] Registering new icon in navibar
Hi all, what is correct procedure to register new "function"/icon in navibar (like Calendar, Webmail, ...)? Is there manual about this? TIA, --alexm ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] PhoneTicket - error
Hi all, after clean install of otrs and importing and upgrading mysql db, I have problems with creating new phone ticket. When I enter e-mail address into From: textbox and then selecting To: value from dropdown this error appears: Message: Need TicketID! Traceback (26394): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.91) Line: 84 Module: Kernel::Modules::AgentTicketPhone::Run (v1.10) Line: 875 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 687 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 what could be wrong? any hint more than welcome. TIA, --alexm ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] no more 'Phone call at %s' ?
Hi all, I'm currently upgrading OTRS 1.3.2 to 2.0.2 and in Language files I can't find variable 'Phone call at %s' => '' which was used to preset "Subject field" in "Create New Phone Ticket" view. Can someone tell me if it's still possible to preset that filed? TIA! best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Bcc problems
Hello!
I've set up $Self->{'SendmailBcc'}, and encountered two problems.
First, I do not need to Bcc: EVERYTHING that OTRS sends; I need to Bcc
only manually generated answers.
Second, all mails sends twice. No mail loop or something; they have the
same Received: path.
Can anyone help me with it?
--
Alex Povolotsky <[EMAIL PROTECTED]>
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[otrs] autoForward script
Hi all, i've made an autoforward script (with OTRS functions), to forward all tickets to some mailing list. Script is working fine when i run it in shell. Now i'd like to know where in source I can "call" my script, that every mail which goes to specific queue, would be autoforwarded too? Ticket number must be assignet to that mail, before it's forwarded. Any hint more than welcome. TIA, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Apache Using to much memory for Windows
On Mon, 2005-04-04 at 12:57 -0400, Tony Mart wrote: > Hi All, > > Heres my server > > Windows 2003 Server SP1 > 3.0 Ghz P4 > 1.5 Gigs Ram > 200 Gb HD > > Otrs 1.2.4-01 For Windows > > Right now I have 14 users and about 20 queues with about 70 tickets, and for > some reason apache that came with the windows installer eats up my server > memory, right now its using 1.3 gigs itself are there any tweaks to force it > to use no more that 384megs of ram > Now remember Im a windows guy, and only windows so please be gentle with me > all this perl,php,MYSQL and apache stuff is killing me Apache with mod_perl tends to use immeasurable lots of memory. Consider limiting number of child to 2-5, and using of some accelerator, such as squid/oops/apache+mod_accel. -- Alex Povolotsky <[EMAIL PROTECTED]> ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] How can I make Bcc:?
Hello! I'd like to make an automated Bcc: for every outgoing EMail generated by OTRS. How can I do that? -- Alex Povolotsky <[EMAIL PROTECTED]> ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Non-translated symbols in field "Subject"
Hello Dmitry, Wednesday, March 23, 2005, 11:24:36 AM, you wrote: > When I create e-mail ticket in OTRS or receive autoanswer that I see in > a field "Subject" instead of russian (cyrillic) > letters strange symbols in my e-mail program (Mozilla TB and The Bat!) . > For example: > Subject: п©яп╬п╡п╣яп╨п╟ > This is word: "проверка" (test) > What can recommend? I guess you need to use UTF-8 in DefaultCharset. Probably I'm wrong. -- Best regards, Alex ___ 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 Support oder Consulting fЭr Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] remove closed tickets
Hello Jack, Monday, March 7, 2005, 7:14:02 PM, you wrote: > What I do is put all tickets I want to close into a queue (I call > it zDiscard). I then have a nightly Generic Agent job that will > delete all tickets that are in that queue. I do it like you now. But I want remove all tickets that came before. Seems should do it manually... -- Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] remove closed tickets
Hello otrs, How do I can phisically remove tickets that are closed by generic agent, e.g. spam tickets? -- Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] wrong email parsing
Hello otrs, I receive some times spam email where is no 'To' line. All of these emails are showing incorrect. How is it possible to fix it? -- Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] ticket sharing
Hello otrs, How is possible to share tickets in one query between two and more agents? I want to give access to all correspondences there, so every agent will see all incoming tickets and answers. Thanks in advance. -- Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] webtickets and owner
Hello otrs, I made a test web form for posting tickets through web. The problem is that for these tickets owner set incorrectly. For example, I have agent1 with new ticket notification option and queue Technical Support. When I post a ticket, owner for that ticket is always admin( ex. [EMAIL PROTECTED]). However, agent1 got notification about new ticket. For tickets I set the following lines in email header: X-OTRS-SenderType: customer X-OTRS-ArticleType: webrequest X-OTRS-Queue: Technical Support What's wrong and why I have wrong owner? Thanks. -- Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] is it possible to ignore e-mail where the otrs address is in the cc: field?
Hello Jorick, Sunday, January 2, 2005, 12:20:13 PM, you wrote: > We have OTRS setup to receive messageson a specific address and > create new tickets when people mail to it. Someof our customers have > the habit of including the helpdesk mail-addressin the CC: field > when the mail to a specific person in our organization.This causes > tickets to be created that we do not want in our helpdesk system. > Is there a parameter in the Config.pmto respond only to the to: > address or do we need to filter theseon the mailserver? I think you should create a Postmaster filter and there match CC with @yourdomain.com and set X-OTRS-Ignore to Yes. -- Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] My Queues
Hello Sorin, Sunday, January 30, 2005, 9:34:06 PM, you wrote: > Alex wrote: >> Yes, I meant the agent. Under 'otrs user' I meant user in freebsd system. >> When I set receive notifications about new tickets for agent1, both >> agent1 and otrs received it. If I turn off notifications, nobody >> will receive it. > Strage, I've never experienced this behaviour. Might be some setting in > Config.pm.. I can't tell for sure. Maybe someone with more experience (or the > developers) can help you with this one. Ok, I solved this problem. Just reinstall everything and now it's ok. :) -- Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] config and mod_perl
Hello otrs, Should I always restart apache if I changed config file in otrs? Thanks. -- Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Re: otrs Digest, Vol 18, Issue 40
Hello Ronny, Monday, January 31, 2005, 3:47:46 PM, you wrote: > Have you tried under user in admin area for each agent.For > example try to select agent and click change there you can disable > notifications for each agent then submit.Remember I said try ;-) The agent don't have any notificatios. I set only 'Send me a notification if there is a new ticket in "My Queues"'. When new email arrived and processed I see the following lins in log file: @400041fe2b8d394d70f4 info msg 424: bytes 854 from <[EMAIL PROTECTED]> qp 92796 uid 88 @400041fe2b8d397a6c94 starting delivery 8919: msg 424 to local [EMAIL PROTECTED] @400041fe2b8d3985940c status: local 2/10 remote 0/255 @400041fe2b8d3985af64 starting delivery 8920: msg 424 to remote [EMAIL PROTECTED] And even more. If agent replyed to a ticket he'd received follow up message from him to customer in addition. -- Best regards, Alex ___ 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 Support oder Consulting fьr Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] My Queues
Hello Sorin, Sunday, January 30, 2005, 8:54:14 PM, you wrote: >> Now I have another problem. >> I set notify user about new emails/tickets and notification send >> twice. One to user and second to otrs user. Is it possible disable >> sending notification to otrs? Thanks. > I presume that by "user" you mean "the agent". But what do you mean by "otrs > user" ? > Normally, email notifications for news tickets, follow-ups, etc are configured > by each agent in his/her preferences area. Yes, I meant the agent. Under 'otrs user' I meant user in freebsd system. When I set receive notifications about new tickets for agent1, both agent1 and otrs received it. If I turn off notifications, nobody will receive it. -- Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] My Queues
Hello all, Saturday, January 29, 2005, 7:44:03 PM, you wrote: >> Could someone explain what My Queues is? How to get tickets there? > The My Queues feature is something like your favourite queues. It enables > quick > access to all tickets of interest to you without navigating to their > respective > queue. > As an agent, you define your favourite queues in the Preferences area. There > is > a list of queues and you can select multiple queues from that list by > ctrl-clicking on them. > After you define your favourite queues, all tickets in those queues will show > up > in "My Queues". Thanks for detailed info. Configured it. Now I have another problem. I set notify user about new emails/tickets and notification send twice. One to user and second to otrs user. Is it possible disable sending notification to otrs? Thanks. -- Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] My Queues
Hello all, Could someone explain what My Queues is? How to get tickets there? I've created new queue, email and user/group. With new queue I received emails successful. But I don't understand how to get something in my queues. Thanks for your help. -- Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] ticket creation w/o registration
Hello Peter, Friday, January 21, 2005, 11:12:12 AM, you wrote: > Just create a webform and send it to a e-mail address ([EMAIL PROTECTED]). > 1. create an e-mail address in your system where to send the webform and > which OTRS can POP ([EMAIL PROTECTED]) > 2. create a system e-mail address in OTRS (the "from" of OTRS mail) (can be > [EMAIL PROTECTED] of course) > 3. create a queue in OTRS > 4. create a POP3 address in OTRS to POP [EMAIL PROTECTED] > 5. create a group in OTRS (Helpdesk?) > 6. Add users to the group > I added a picture of OTRS that I use to tell people how OTRS works. > Maybe it helps Thanks a lot. The picture really helps to understood some thing. :) Why do not include it to help files? -- Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re[2]: [otrs] ticket creation w/o registration
Hello Adler, Friday, January 21, 2005, 2:08:53 AM, you wrote: > Alex, > What version are you installing? Linux, Win etc. Also you have to edit the > config.pm file in the kernel folder to your needs. Users don't need to > register to send tickets (Keep reading). BTW, I installed OTRS on a window > 2000 box and used edit plus to edit the files. I installed it on freebsd server. I know that users(customer) are able to send tickets, but I want to give them possibility to do it through web form. -- Best regards, Alexmailto:[EMAIL PROTECTED] ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] ticket creation w/o registration
Hello all, I've just installed otrs and don't configure it fully. There is some missing in docs I think, because there is no any chapters about how to get starting or step by step configuration. It's really difficult.. While I'm trying to configure it I have a question. Is it possible to make that the customers don't have to register first for posting the tickets. Maybe it's possible to have a form where they just put their name, email and message and when submit it they receive password and I have a ticket in system. Would be it's possible to do as I want? Thanks. -- Best regards, Alexander ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Entry point @ Phone ticket
Hello, I'm wondering if there is an entry point to PhoneTicket interface - like you'd be able to access PhoneTicket interface via some URL (http://host/otrs/index.pl?Action=AgentPhone&SubAction&From&[EMAIL PROTECTED] rg) which would automaticaly fill out From textbox with value in URL paramether? Thanks, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Troubleshooting
Hello, I've been trying to figure out what below error means for a while now. Whole this time noone explained what this error means. :-/ Howcome there is no response from OTRS team on this? Anyways, I'm missing basic error msg explaination in OTRS documentation. - Nov 12 07:55:48 localhost OTRS-CGI-10[17898]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 07:55:48 localhost last message repeated 1 time Nov 12 08:22:56 localhost OTRS-CGI-10[17887]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 08:56:50 localhost OTRS-CGI-10[17902]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 09:14:39 localhost OTRS-CGI-10[17886]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 09:39:49 localhost OTRS-CGI-10[17902]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 09:45:25 localhost OTRS-CGI-10[17892]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 09:50:22 localhost OTRS-CGI-10[17887]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 09:50:22 localhost last message repeated 1 time Nov 12 10:42:28 localhost OTRS-CGI-10[17887]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 11:55:34 localhost OTRS-CGI-10[17894]: [Error][Kernel::System::WebUploadCache::FormIDAddFile][Line:134]: Need Filename! Nov 12 12:22:49 localhost OTRS-CGI-10[17888]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 12:43:27 localhost OTRS-CGI-10[17889]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 12:55:48 localhost OTRS-CGI-10[17893]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 13:06:53 localhost OTRS-CGI-10[17889]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 13:09:49 localhost OTRS-CGI-10[17888]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 13:17:10 localhost OTRS-CGI-10[17890]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 13:34:48 localhost OTRS-CGI-10[17888]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 13:40:40 localhost OTRS-CGI-10[17887]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 13:50:25 localhost OTRS-CGI-10[17886]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 12 13:52:37 localhost OTRS-CGI-10[17890]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! - Regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Software Error Forwarding ticket
Hello, I'm using OTRS 1.3.2 - got this recurring error when trying to forward a ticket to an external address: - Software error: Wide character in subroutine entry at path_to_otrs/bin/cgi-bin/../../Kernel/cpan-lib/MIME/Decoder/Base64.pm line 125. - The error only occurs for a particular ticket, I've had no problems fowarding other tickets. Any help would be much appreciated. OTRS has utf8 support enabled, BTW. regards Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] error OTRS-CGI-10
Hello, does anyone know what does this error mean? Tue Nov 9 08:51:46 2004 error OTRS-CGI-10 Need ID or Name! Regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] GenericAgent BUG
Hi, I've noticed, that GenericAgent's sheduler doesn't consired minutes. I've set up GenericAgent job, which should run at 12:10 and 23:10. In Job-List I can see, that job was ran at 12:00 and 23:00. Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] Need ID or Name!
Hmm, no reply at all? :-( > -Original Message- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On > Behalf Of Alex Mihicinac > Sent: Wednesday, November 03, 2004 4:57 PM > To: 'User questions and discussions about OTRS.' > Subject: [otrs] Need ID or Name! > > Hi, > > I've strange problem with specific OTRS error message. In > message log file > looks like this: > - > Nov 3 11:55:21 rogla OTRS-CGI-10[7032]: > [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! > Nov 3 12:06:12 rogla OTRS-CGI-10[7033]: > [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! > Nov 3 12:20:17 rogla OTRS-CGI-10[7027]: > [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! > Nov 3 12:20:17 rogla last message repeated 1 time > Nov 3 14:02:29 rogla OTRS-CGI-10[7035]: > [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! > Nov 3 14:39:52 rogla OTRS-CGI-10[6485]: > [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! > Nov 3 15:14:49 rogla OTRS-CGI-10[7025]: > [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! > Nov 3 15:37:54 rogla OTRS-CGI-10[7035]: > [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! > Nov 3 15:51:43 rogla OTRS-CGI-10[7031]: > [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! > Nov 3 16:21:37 rogla OTRS-CGI-10[7035]: > [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! > - > > Can someone tell what this is about? OTRS (1.3.2-01) is > working ok and I'm > not noticing any strange behaviour. (!?) > > Best regards, > > Alex > > ___ > 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 > Support oder Consulting f|r Ihr OTRS System? > => http://www.otrs.de/ > ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Need ID or Name!
Hi, I've strange problem with specific OTRS error message. In message log file looks like this: - Nov 3 11:55:21 rogla OTRS-CGI-10[7032]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 12:06:12 rogla OTRS-CGI-10[7033]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 12:20:17 rogla OTRS-CGI-10[7027]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 12:20:17 rogla last message repeated 1 time Nov 3 14:02:29 rogla OTRS-CGI-10[7035]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 14:39:52 rogla OTRS-CGI-10[6485]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 15:14:49 rogla OTRS-CGI-10[7025]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 15:37:54 rogla OTRS-CGI-10[7035]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 15:51:43 rogla OTRS-CGI-10[7031]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! Nov 3 16:21:37 rogla OTRS-CGI-10[7035]: [Error][Kernel::System::State::StateGet][Line:81]: Need ID or Name! - Can someone tell what this is about? OTRS (1.3.2-01) is working ok and I'm not noticing any strange behaviour. (!?) Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] otrs.cleanup script mess
It seems I'm talking to myself?! :-)
> Problematic line 64 from SysLog.pm is:
>
># start syslog connect
> setlogsock('unix');
>
Well, cure for this is changing:
setlogsock('unix'); ---> setlogsock('inet');
Best regards,
Alex
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RE: [otrs] otrs.cleanup script mess
> I've noticed another problem and this one is related to
> otrs.cleanup script, which is not "cleaning" var/spool folder
> properly. Well, it's not cleaning folder at all, files are
> staying in spool folder and everytime script is ran, it
> duplicates existing tickets from the old spool files. :-( If
> I run script manually it says this:
>
> $ /opt/otrs/bin/otrs.cleanup
> /opt/otrs/bin/otrs.cleanup: !: not found Checking otrs spool dir...
> -nStarting otrs PostMaster... (/opt/otrs/var/spool/1)
> failed.
> -nStarting otrs PostMaster... (/opt/otrs/var/spool/10)
> failed.
> -nStarting otrs PostMaster... (/opt/otrs/var/spool/11)
> ...
Bit more of debugging info:
$ cat 1 | ../../bin/PostMaster.pl
unix dgram connect: Socket operation on non-socket at
/opt/otrs/Kernel/System/Log/SysLog.pm line 64
unix dgram connect: Socket operation on non-socket at
/opt/otrs/Kernel/System/Log/SysLog.pm line 64
no connection to syslog available at /opt/otrs/Kernel/System/Log/SysLog.pm
line 64
Problematic line 64 from SysLog.pm is:
# start syslog connect
setlogsock('unix');
Message actually gets into OTRS, but after that it's not removed from spool
folder.
Any hint more than welcome.
P.S. I'm running this on Solaris 5.8 (Intel platform).
Best regards,
Alex
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[otrs] otrs.cleanup script mess
Hi all, I've noticed another problem and this one is related to otrs.cleanup script, which is not "cleaning" var/spool folder properly. Well, it's not cleaning folder at all, files are staying in spool folder and everytime script is ran, it duplicates existing tickets from the old spool files. :-( If I run script manually it says this: $ /opt/otrs/bin/otrs.cleanup /opt/otrs/bin/otrs.cleanup: !: not found Checking otrs spool dir... -nStarting otrs PostMaster... (/opt/otrs/var/spool/1) failed. -nStarting otrs PostMaster... (/opt/otrs/var/spool/10) failed. -nStarting otrs PostMaster... (/opt/otrs/var/spool/11) ... Please help! Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Header.dtl seems not to be processed properlly
Hi all,
Me again (busy day, hehe). It seems Header.dtl is not processed at all since
all generated pages do not have set things like (especialy encoding!!):
-
Content-Type: text/html; charset=$Env{"UserCharset"};
Content-Disposition: $Data{"ContentDisposition"}
X-Powered-By: $Env{"Product"} $Env{"Version"} - Open Ticket Request System
(http://otrs.org)
X-Wanted: I think you are smart. I'm looking for smart people!
Expires: Tue, 1 Jan 1980 12:00:00 GMT
Cache-Control: no-cache
Pragma: no-cache
-
If I look to page source after being generated, header consists only of css.
Like this:
-
OTRS :: Agent :: Zoom Ticket
<!--
body {
font-family:Geneva,Helvetica,Arial,sans-serif;font-size:11pt;background-colo
r:#bbddff;color:black; }
a { color:#557799;}
a:hover { color:#002244;text-decoration:none; }
pre { font-family:Courier,monospace,fixed;font-size:12px; }
td,th { font-size:12px;font-family:Geneva,Helvetica,Arial,sans-serif; }
.header { color:#ff;background-color:#00;font-size:12px; }
a.headeritem { color:#ff;text-decoration:none; }
a.headeritem:hover { color:#dedede;text-decoration:underline; }
.nav { color:#00;background-color:#ff;font-size:10px; }
a.navitem { color:#557799;font-size:11px; }
a.navitem:hover { color:#002244;font-size:11px; }
.menu { color:#00;background-color:#ff;font-size:10px; }
a.menuitem { color:#557799;font-size:12px; }
a.menuitem:hover { color:#002244;font-size:12px; }
.footer { color:#ff;background-color:#00;font-size:10px; }
a.footeritem { color:#ff;text-decoration:none; }
a.footeritem:hover { color:#dd;text-decoration:underline; }
.small {
color:#00;font-family:Geneva,Helvetica,Arial,sans-serif;font-size:10px;
}
a.small { color:#00;text-decoration:none; }
a.small:hover { color:#22;text-decoration:underline; }
form {margin:0px;}
input
{font-family:Geneva,Helvetica,Arial,Helvetica,sans-serif;font-size:12px;}
.button {color:black;background-color:#dd;border-bottom:thin solid
#44;border-right:thin solid #44;border-top:thin solid
#bb;border-left:thin solid
#bb;font-size:12px;font-family:Verdana,Geneva,Helvetica,Arial,sans-serif
;font-weight:normal;}
.table0 {
color:#ff;background-color:#00;font-size:13px;font-family:Geneva,Hel
vetica,Arial,sans-serif;}
.table1 {
color:#00;background-color:#ff;font-size:12px;font-family:Geneva,Hel
vetica,Arial,sans-serif;}
.table2 {
color:#00;background-color:#ee;font-size:12px;font-family:Geneva,Hel
vetica,Arial,sans-serif;}
.table3 {
color:#00;background-color:#ee;font-size:12px;font-family:Geneva,Hel
vetica,Arial,sans-serif;font-weight:bold; }
.tablayer0 { background-color:#efefef; }
.tablayer1 { background-color:#dedede; }
.tab0 { background-color:#e5e5e5; border: 0px; }
.tab1 { background-color:#dedede; border: 0px; }
.message { color:#00;font-size:12px;font-family:monospace, fixed; }
.agent-email-external { background-color:#ccffcc; }
.agent-note-internal { background-color:#ff; }
.agent-note-external { background-color:#ee; }
.PriorityID-1 {
background-color:#ee;font-size:12px;font-family:Geneva,Helvetica,Arial,s
ans-serif; }
.PriorityID-2 {
background-color:#ee;font-size:12px;font-family:Geneva,Helvetica,Arial,s
ans-serif; }
.PriorityID-3 {
background-color:#ee;font-size:12px;font-family:Geneva,Helvetica,Arial,s
ans-serif; }
.PriorityID-4 {
background-color:#ff;font-size:12px;font-family:Geneva,Helvetica,Arial,s
ans-serif; }
.PriorityID-5 {
background-color:#ff;font-size:12px;font-family:Geneva,Helvetica,Arial,s
ans-serif; }
//-->
[ OTRS ]
user (email) Čet 28 Okt 2004 - 16:24:13
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Best regards,
Alex
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RE: [otrs] no ticket lock and no FollowUp Notify afterfollowup message
Ok, in attached picture is screenshot of ticket's history with problem which I've described before. Comments & hints more than welcome. :-) Best regards, Alex history-example.png Description: Binary data ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] no ticket lock and no FollowUp Notify afterfollowup message
> > One other strange thing about FollowUp. If Agent turn off Followup > > Notification, then ticket actually gets lock and owner can see it > > under locked thickets. Of course notify is not send in this case. > Could be a bug then. > Which OTRS version are you referring to? The latest, 1.3.2.-01. I was migrating from 1.1.3 to this version. Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] no ticket lock and no FollowUp Notify afterfollowup message
> >> Settings: > >> Queue: followup possible > >> Agent: Followup Notification->Yes > > BTW, > > There is a "lock ticket after follow-up" in the queue > settings in my 1.2.4, didn't try it. Forgot to mention - this option is set to Yes. One other strange thing about FollowUp. If Agent turn off Followup Notification, then ticket actually gets lock and owner can see it under locked thickets. Of course notify is not send in this case. Lp, --alexm ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] no ticket lock and no FollowUp Notify after followupmessage
> do you refer to already closed tickets, that become reopened? > I think closed tickets are unlocked. So if they become > reopened by a followup they should show up in the queue and > could be locked by any agent who has rights on the queue. I don't thint so. Because it should first be assigned (locked) to owner and after timeout released to queue. That is the way how it was in earlier versions. Thanks for hint anyways! Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] no ticket lock and no FollowUp Notify after followup message
Hello, I've found strange problem and I can't find the right cause. :-/ After followup email comes to OTRS, it finds right ticket and place itself into ticket as a new article. The problem is, that owner desn't get any followup notification and ticket also don't get locked. Howcome? Settings: Queue: followup possible Agent: Followup Notification->Yes Best Regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Language translation changes
Hello, upgrade is complete! :-) ...and now I have another question :-) In OTRS ver. 1.1.3 I've been using (Language translation): # Template: AgentPhone 'Phone call at %s' => 'Telefonski klic v %s', to autocomplete Subject field in Phone-Ticket. Since upgrade this line is ignored (?) since Subject line is empty? :-( Best Regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] Kernel::System::Ticket::Number::AutoIncrement error
Sorry, my mistake - copy/paste from old config file has broken one confing line into two. :-P Best regards, Alex > -Original Message- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On > Behalf Of Alex Mihicinac > Sent: Wednesday, October 27, 2004 11:07 AM > To: [EMAIL PROTECTED] > Subject: [otrs] Kernel::System::Ticket::Number::AutoIncrement error > > Hello, > > Trying to upgrade to the latest version and after all done > I've got this error. What i'm doing wrong? > > --- > Software error: > > Can't load ticket number generator backend module > Kernel::System::Ticket::Number::AutoIncrem > ent! syntax error at (eval 166) line 4, near "require > Kernel::System::Ticket::Number::AutoIncrem > ent > " > --- > > Best regards, > Alex > > ___ > 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 > Support oder Consulting f|r Ihr OTRS System? > => http://www.otrs.de/ > ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Kernel::System::Ticket::Number::AutoIncrement error
Hello, Trying to upgrade to the latest version and after all done I've got this error. What i'm doing wrong? --- Software error: Can't load ticket number generator backend module Kernel::System::Ticket::Number::AutoIncrem ent! syntax error at (eval 166) line 4, near "require Kernel::System::Ticket::Number::AutoIncrem ent " --- Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Error uploading attachments
Hello I'm seeing this error when uploading an attachment, when replying to a ticket in OTRS v 1.3.1. Software error: No such file or directory at ../..//Kernel/System/WebUploadCache.pm line 140. Attachments do load successfully elsewhere - eg via the Admin-Area. Any advise would be greatly appreciated. regards Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Change 'Notification Master' email address
Hello I'm trying to change the email address that OTRS uses as its "From:" address when it sends notifications to agents. Can anyone help? I'm using v 1.3.1 Many thanks Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Changing the login URL
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 I used a meta-refresh as a quick fix. So as an example, in the docroot for ticketing.server.com, I would have an index.html with the following: http://ticketing.server.com/otrs/index.pl";> The "0" is the refresh time, and the URL is obviously where it will redirect. A more elaborate way would be to have an apache rewrite rule in your httpd.conf which would be something like this: RewriteEngine On RewriteRule / http://ticketing.server.com/otrs/index.pl [R,L] The first option to RewriteRule tells it what you want to rewrite, in this case, we want everything from "root" to be redirected. The next piece is the URL you wish to rewrite. The "R" tells it to redirect, and the "L" means this is the last rule. The "L" is not really needed in this case, but it doesn't hurt to put it in. So, the meta-refresh will be the easiest, but once you get into using RewriteRules for other things, they become addictive :) Hope that helps, Alex Kelly Tomasz Chmielewski wrote: | Andreas wrote: | |> Hi, |> |> I want to be able to logon to otrs by: http://otrs.company.com at the |> moment |> I can only logon from http://otrs.company.com/otrs/customer.pl. How do |> I make that happen? :) |> I'm quite new in both apache and otrs configuring, so any help would be |> really appreciated. | | | Yeah I was struggling with the same issue yesterday. | | An easy solution is to have http://otrs.company.com/index.html with | refresh=0 and then redirecting to otrs/customer.pl | | | Tomek | | -- | Startuj z INTERIA.PL!!! >>> http://link.interia.pl/f1837 | | ___ | 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 | Support oder Consulting für Ihr OTRS System? | => http://www.otrs.de/ -BEGIN PGP SIGNATURE- Version: GnuPG v1.2.5 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBZrevgrXICcT4JWMRArIFAJ0clC/jTq+gHG1EHLfPUjtzQHCqeACeI6bW azgG+ubNpFmFJAPAzDtC+nE= =qRFQ -END PGP SIGNATURE- ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Ticketing Process
Hi , I am testing the ticketing system (OTRS) but all the documentation I found is technical-oriented… Is there any user-oriented documentation to understand the proposed flow process for the tickets using OTRS.. i.e. When the tickets get locked? (I supposed when you assign an owner… plus some configuration in the queue), How I follow up the tickets for the whole department as an Admin)? (only using the utilities report???). Please let me know if there is some user manual to read Alex Ricordi ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] Notification Master
> On Tue, Sep 07, 2004 at 07:36:58AM +0200, Alex Mihicinac wrote: > > today I had strange situtation - my exagent who's OTRS > username is set > > to invalid, got two follow-ups. Howcome? I don't want to delete > > username, since I'd delete ticket-owner relations with that too. > > > > P.S. We are still using OTRS v1.1.3 > > With OTRS 1.3 this problem is fixed. Cool! It's a final countdown - 12days left. :-) Thanks! Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Notification Master
Hello, today I had strange situtation - my exagent who's OTRS username is set to invalid, got two follow-ups. Howcome? I don't want to delete username, since I'd delete ticket-owner relations with that too. Please help. P.S. We are still using OTRS v1.1.3 TIA, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] OTRS VS Gforge
In my organization, we have been using OTRS for over a year now and have had very good luck with it. Some developers have been using Gforge for their development issue tracking and have suggested that we use it for all of our ticketing needs. I now have to battle management to keep using OTRS and have to prove why it is better than Gforge. I have a list of all the features of OTRS that we use. The problem is, I do not have time to setup a gforge installation to compare it to OTRS. Has anyone looked at Gforge for ticketing in enough depth to tell me where it falls short? Any help will be very much appreciated. Thanks, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] assignment of ticket to the user
All, I have tried to figure out if it is possible to assign the ticket to an individual user rather then a queue. In our case, we would like a dispatcher to look at the list of incoming messages (i.e. Raw Queue) and then assign them to technicians based on responsibilities and knowledge. Of course I can make a queue for each user, but I think that would be silly. Is there a different way? Alex Vishnev CTO [EMAIL PROTECTED] 121 Varick St NYC, NY 10013 tel: (732) 360-0296 mobile: (732) 763-6388 ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Default FAQ Article State
Hello All, In our organization, the helpdesk is using the FAQ internally for all of their own documentation to help people when they call in with tickets. As such, I would like the defautlt FAQ state to be Internal. I have done a few searches and looked through the Defaults.pm and cannot seem to find a setting for this. Does anyone know how to accomplish this? Thanks, Alex Kelly ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] New Ticket via Phoneview Owner Problem
Thanks, I tried clicking "all". The page reloads, but still no data in the owner dropdown. Alex Kelly Tyler Hepworth wrote: The problem I am having is when adding a new ticket via phone. I cannot set the owner to anything, the only entry in the dropdown is "-". What am I missing? My list is empty as well until I click on the link "All" next to the dropdown. Then it is populated with agent information, Hth, Tyler Hepworth ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Problem with privileges in reading customer own tickets
What did you change to make it work? I am having the same problem but
have not been able to figure it out. I have messed around with lots of
the LDAP settings and I am still getting:
Apr 20 10:01:05 ritchie OTRS-CGI-1[19853]:
[Notice][Kernel::System::Ticket::CustomerPermission] Permission denied
because module
(Kernel::System::Ticket::CustomerPermission::CustomerIDCheck) is requred
(UserID: [EMAIL PROTECTED] 'ro' on TicketID: 10)!
I am not getting the connection reset by peer errors that you were
seeing though. I have also tried to add:
$Self->{'CustomerTicket::Permission'}->{'1-CustomerIDCheck'} = {
Module =>
'Kernel::System::Ticket::CustomerPermission::CustomerIDCheck',
Required => 1,
};
to the configuration after reading through the Default.pm, but am still
getting the error.
Please let me know what specifc magic you worked to get it functioning :)
Thanks,
Alex Kelly
Simone Balboni wrote:
Hi,
thank a lot. This error is no more occurring, I dont know why. Maybe a
made mistakes, like change in my LDAP settings the CustomerID and so
on. I want to clean the ticket DB and restart from there.
Thanks,
Simone
[EMAIL PROTECTED] wrote:
Hi,
This error seems to come from a LDAP connection error, are you sure
of your LDAP settings? Is it working else where?
Hi,
working from the Customer interface, I'm trying to zoom on a ticket
just created by the customer itself, but after a while I get the
message of authorization denied with the message: "Please go away!".
I found in /var/log/messages the following helpful debug infos, but
I'm not able to solve...
Apr 20 01:05:16 ermete OTRS-CGI-1[9355]:
[Error][Kernel::System::CustomerUser::LDAP::CustomerUserDataGet][Line:213]:
I/O Error Connection reset by peer
Apr 20 01:05:16 ermete OTRS-CGI-1[9355]:
[Notice][Kernel::System::Ticket::CustomerPermission] Permission
denied because module
(Kernel::System::Ticket::CustomerPermission::CustomerIDCheck) is
requred (UserID: 33363 'ro' on TicketID: 19)!
Can someone please give me a hint?
Thanks in advance,
Simone
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[otrs] New Ticket via Phoneview Owner Problem
We have been running OTRS 1.1.1 for nearly a year in our department, so
I am fairly familiar with the operation, though I am not that versed in
Perl.
We are growing our OTRS usage to our helpdesk staff as well, so I am
building a new box with OTRS 1.2.3. This is running on a RedHat
Enterprise Linux server with Stronghold(apache) webserver. I have
postgresql as the database and we are using LDAP for customer
authentication (we are not using it for agents, so I don't believe this
is relevent to my problem...but thought I would pass that on anyway :) )
The problem I am having is when adding a new ticket via phone. I cannot
set the owner to anything, the only entry in the dropdown is "-". I
have poked around with some Config.pm settings and have added things
like "$Self->{PhoneViewOwnerSelection} = 1;", and I have also tried
changing the "lock ticket" option at the bottom of the page, but the
ownder dropdown never gets populated. I have also checked syslog and
the "admin area/system log" to see if there was any kind of database
error or something, and don't see anything like that either.
What am I missing?
Thanks,
Alex Kelly
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RE: [otrs] helpdeskShow
Hi, > Nobody has invited us yet. And there are so many different > shows to keep track on them. We accept 95% of all invitations > to conventions and shows, but people still have to send us an > e-mail. I hope you understand that. I understand, I was just disappointed with fact there is no OTRS in exhibition program. You guys set new standards in making helpdeskIT and if they claim that there will be all top of the line products, OTRS should definitely be there. > BTW. The next OTRS talk will be at the Chemnitzer LinuxTag at > 6th March. Thanks for info! Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] helpdeskShow
Hi all, How come OTRS is not taking part of Helpdesk & IT Support Show in London? :-( (www.helpdeskshow.com). It's free exhibition. I was hoping to see you guys there :-) Best regards, Alex ___ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
