[otrs] Multiple instances of OTRS

[(( amanpreet singh]

hi,

i want to run the three OTRS for different companies on the same server, i
tried a lot but fail,
Can any OTRS Expert will please guide me, how to install the two more OTRS
on the same server as one is running successfully

help will be appreciated.

-- 
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Amanpreet Singh
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Re: [otrs] Timezone setting

[(( amanpreet singh]

Hi ,
i am also using OTRS in India & Server in USA.
It is displaying the time correctly(Local Time)
but in the Admin->System log, Logs are showing the time in GMT.
whats the reasons !
please suggest.
-- 
regards:
Amanpreet Singh


On Wed, Jun 10, 2009 at 12:31 PM,  wrote:

> Send otrs mailing list submissions to
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>
> Today's Topics:
>
>   1. Re:  RES:   New Ticket Notification (James Burk)
>   2.  Age of Closed Tickets (Sripathi Ramadurai)
>   3.  Timezone setting (Arlene Wu)
>   4. Re:  Timezone setting (Jeffery Chen Fan)
>   5.  Resolved Re:  installation on FreeBSD Jail (Jerais A. Al-Jeraisy)
>
>
> --
>
> Message: 1
> Date: Tue, 09 Jun 2009 11:20:29 -0400
> From: "James Burk" 
> Subject: Re: [otrs] RES:   New Ticket Notification
> To: "User questions and discussions about OTRS." 
> Message-ID: <4a2e457c.29c7.002...@dornc.com>
> Content-Type: text/plain; charset=UTF-8
>
> Thank you Maur?cio, I believe this is exactly my problem.  I had
> highlighted the queues in our system environment but forgot to do this
> again when we migrated to acceptance.
>
> Best regards,
>
> Jim
> ITIL Process Manager
> NCDOR
> 919-715-4932
> james.b...@dornc.com
>
>
> >>> Maur?cio Ramos 6/8/2009 3:07
> PM >>>
> Hi, I don?t know if your case is like the one we had but we also had to
> log with our agents and go to their preferences and select the queues
> from "My Queues" listbox (making them "blue" - selected). The queues we
> configured for them all appear in the listbox but in fact the agents
> will only be able to receive messages regarding that queue after
> selecting them again.
> 
> De: otrs-boun...@otrs.org [otrs-boun...@otrs.org] em Nome de James Burk
> [james.b...@dornc.com]
> Enviado: segunda-feira, 8 de junho de 2009 14:30
> Para: User questions and discussions about OTRS.
> Assunto: [otrs]  New Ticket Notification
>
> Hello all.
>
> I have a problem where all of my Agents do not get an email
> notification when a new ticket is created for their queue.  All agents
> have their preferences properly set to receive email.  And there doesn't
> seem to be any logic for why the two agents that do receive them are
> selected.  Any thoughts?
>
> Best regards,
>
> Jim
> ITIL Process Manager
> NCDOR
> 919-715-4932
> james.b...@dornc.com
>
>
>
> -
> E-Mail correspondence to and from this sender may be subject to the
> North Carolina Public Records Law, and may be disclosed to third
> parties.
>
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> --
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>
>
> --
>
> Message: 2
> Date: Tue, 9 Jun 2009 15:55:30 -0700
> From: Sripathi Ramadurai 
> Subject: [otrs] Age of Closed Tickets
> To: otrs 
> Message-ID:
><3776fa9d0906091555m7dd22e3bp1f9f655b16f3d...@mail.gmail.com>
> Content-Type: text/plain; charset="iso-8859-1"
>
> Hello,
> We have started to use the OTRS system and have a problem wit

[otrs] Sorting the ticket by last reply

[(( amanpreet singh]

hi,

i am new to otrs 2.3.4,
i have small problem but important, want to sort the tickets by the age of
last reply,
means the last replied ticket should be on the top & other tickets sorted by
age in the status view.

help will be appreciated.
thanks in advance.

-- 
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[otrs] Customer Username & Password to new customer.

[(( amanpreet singh]

hi,

i am new to OTRS, using otrs 2.3.4 great trouble ticketing system.
requirement is when a new customer(which is not in the database, no customer
login ID) sends a mail on otrs,
he/she should get a Customer ID & Password in the auto-response, but
currently my OTRS is passing these fields blank.
what to do to achieve the requirement.

help will be appreciated

-- 
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Re: [otrs] stop Ownerupdate notification

[(( amanpreet singh]

hi Marek,

u should check the Admin=> Queue, ur default queue setting,
Customer Owner Notify: set it to No.
result in the no notification to the customer.

-- 
regards:
Amanpreet Singh

On Thu, May 28, 2009 at 1:04 AM,  wrote:

> Send otrs mailing list submissions to
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>
> Today's Topics:
>
>   1.  Max characters per faq (Emily Flynn)
>   2.  getting 'open with...' window when using compose answer
>  (email) (Craig Meirick)
>   3.   stop Ownerupdate notification (Marek Bor)
>   4. Re:  Max characters per faq (Michiel Beijen)
>
>
> --
>
> Message: 1
> Date: Wed, 27 May 2009 16:57:59 +0100
> From: Emily Flynn 
> Subject: [otrs] Max characters per faq
> To: otrs@otrs.org
> Message-ID:
><
> ofb821e3f7.6bb141ea-on802575c3.00569606-802575c3.0057b...@email.zurich.com
> >
>
> Content-Type: text/plain; charset="us-ascii"
>
> Hi!
>
> I am inputting a lot of information into the FAQ module at the minute, but
> there seems to be a max amount of characters allowed in the Symptoms
> dialog box.. how can I change this to increase the limit..?  I couldn't
> see anything in the normal sysconfig section.
>
> Thanks.
>
>
> Kind Regards,
>
> Emily Flynn
>
> Junior IT Systems Administrator
> Zurich Bank/Zurich Treasury Services Ltd
> 3rd Floor La Touche House
> IFSC
> Dublin 1
>
> Tel:  00353 1 4179266
> Fax: 00353 1 4179201
> Mob: 00353 86 0864194
> Email: emily.fl...@zurichbank.com
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>
> --
>
> Message: 2
> Date: Wed, 27 May 2009 10:29:44 -0500
> From: "Craig Meirick" 
> Subject: [otrs] getting 'open with...' window when using compose
>answer  (email)
> To: otrs@otrs.org
> Message-ID: <4a1d1617.12112.a7d...@meirickc.nicc.edu>
> Content-Type: text/plain; charset=US-ASCII
>
> Hello fellow OTRS users,
>
> I am using v. 2.3.4 and am trying to use the Compose Answer (Email)
> function to reply to
> tickets. This is a fresh install and to my knowledge this particular
> function hasn't worked
> before. When choosing to 'reply to' I get an Open With... dialog box to
> open a file 'Index.pl'
>
> The URI that this link produces is:
>
> http://10.10.1.44/otrs/index.pl?Action=AgentTicketCompose&ResponseID=3&TicketID=4647
> &ArticleID=9402<http://10.10.1.44/otrs/index.pl?Action=AgentTicketCompose&ResponseID=3&TicketID=4647%0A&ArticleID=9402>
>
> Does anybody have any light to shed on this one?
>
> TIA
> Craig
>
> >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>
> Craig Meirick, Help Desk/PC Support
> Northeast Iowa Community College -- http://www.nicc.edu
> <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<
>
>
> --
>
> Message: 3
> Date: Wed, 27 May 2009 14:13:22 +
> From: Marek Bor 
> Subject: [otrs]  stop Ownerupdate notification
> To: 
> Message-ID: 
> Content-Type: text/plain; charset="iso-8859-2"
>
>
> Hi,
> We are using OTRS v.234 - great ticket troubling systemJ.
> Changing owner of a ticket triggers an Ownerupdate and an Addnote
> notification - both are send by emails to the new owner. I do not need this
> feature but I can not block/disable it in any way either.
> Does an OTRS Expert would be so nice and give me a hint how to stop this
> automatic notification?
> Best regards
> Marek
> _
> U?ywasz Messengera? Korzystasz tak?e z Windows Live. Dowiedz si? wi?cej.
> http://www.microsoft.com/poland/windows/windowslive/
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[otrs] Stable version of otrs for CentOS 5.2 ??

[Amanpreet Singh]

hi,
i have worked with otrs 2.2.7 on a debian machine,
but now i am planing for otrs on CentOS, please suggest
which version of otrs is stable for CentOS 5.2.

thanks

-- 
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Amanpreet Singh
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[otrs] how to send username & password to new customer user in auto response?

[Amanpreet Singh]

hi,

i am using new to otrs, using otrs2.2.7 on a debian machine
how should i send username & password to a new customer user (not a customer
yet, in DB)
via auto-response, when he open a new TT on our support system.

plz suggest,
thanks

-- 
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Amanpreet Singh
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[otrs] apache2 failed to restart after kernel updates !!

[Amanpreet Singh]

i am using otrs 2.2.7 on a debian machine
after the updates, ../otrs/index.pl & customer.pl is not opening
the apache2 logs showing the error message,

[Mon May 18 13:31:00 2009] [error] Can't load Perl file:
/usr/share/otrs/scripts/apache2-perl-startup.pl for server eurus.eurus.net:0,
exiting...
[Mon May 18 13:31:01 2009] [error] Subroutine load redefined at
/usr/lib/perl5/Apache2/XSLoader.pm line 29.\nCompilation failed in require
at /usr/lib/perl5/Apache2/Response.pm line 24.\nBEGIN failed--compilation
aborted at /usr/lib/perl5/Apache2/Response.pm line 24.\nCompilation failed
in require at /usr/share/perl/5.10/CGI.pm line 189.\nCompilation failed in
require at /usr/share/otrs/scripts/apache2-perl-startup.pl line 18.\nBEGIN
failed--compilation aborted at
/usr/share/otrs/scripts/apache2-perl-startup.pl line 18.\nCompilation failed
in require at (eval 2) line 1.\n

i think the apache2 is updated which does not allow the perl file to work.

help is appreciated.


-- 
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Amanpreet Singh
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[otrs] show ownered tickets to all agents

[Amanpreet Singh]

hi,

i am new to otrs, using otrs 2.2.7 on debian.

problem is when a owner is assigned to a ticket,
the ticket become visible only to that owner agent,

but my requirement is the ticket should be visible to all the agents.
how should i meet this requirement.

plz help, thanks
 --
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[otrs] Fetch password from database !

[Amanpreet Singh]

hi,

i am new to otrs, using otrs 2.2 on debian system,
i have set the following parameter in the auto response (to send the
username & password to customer),

Login: 
Password: 

It is passing the UserLogin correctly, but not UserPassword.
means passing the wrong password as,

Password: goKW7Vf/VqbmM, as adding first two chars of username

i think it is in encoded form or a garbage value.

plz help
thanks.


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[otrs] merged mails are not seen at selected queue?

[Amanpreet Singh]

hi,

i am new to otrs, using otrs 2.2 on a debian system.
when i merge the tickets by bulk action,
the merged tickets are not shown in the support queue.
but when search for that tickets, search results shows the ticket in that
support queue.

how should i show the merged tickets in support queue.?

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Re: [otrs] otrs Digest, Vol 8, Issue 24

[Amanpreet Singh]

hi Yevgeniy,

if u want ur 20 customer of a same company want to see each other tickets
make the 20 customers with the same IDs .

-- 
regards:
Amanpreet Singh

On Mon, May 11, 2009 at 5:30 PM,  wrote:

> Send otrs mailing list submissions to
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> Today's Topics:
>
>   1.  Company tickets. (yevgeniy.koles...@obi.ua)
>
>
> --
>
> Message: 1
> Date: Mon, 11 May 2009 14:27:55 +0300
> From: yevgeniy.koles...@obi.ua
> Subject: [otrs] Company tickets.
> To: otrs@otrs.org
> Message-ID:
>
> Content-Type: text/plain; charset="us-ascii"
>
>
> Hello all,
>
> does anyone know easier way to show to all customers all tickets than
> adding to "CustomerIDs" all other user IDs?
> It is not very convinient when you have 20 customers and with adding new
> you I should load setting of each customer and add there new ID and to
> this new customer you should add all other 20 IDs.
>
> Thanks in advance!
>
> --
> Best regards,
> Yevgeniy
>
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[otrs] How to set the link in header of customer.pl?

[Amanpreet Singh]

hi,

i am using otrs 2.2 on debian system,
i had worked with file named CustomerHeader.dtl and made changes (to set the
logo and company name)
as following:

  

ABC Pvt.
Ltd. 
  

hyper link as google.com, when i click on the link the index.pl will open
but in address bar it shows http://localhost/otrs/www.google.com

what should i do to open the google.com on clicking the link.
plz help

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Amanpreet Singh
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[otrs] how to ask a new user to create a account in auto response?

[Amanpreet Singh]

hi,



i am new to otrs, using otrs 2.2 on a debian system
my problem is, if a person (not a customer) open a ticket,
auto response should ask him to create a new account on customer.pl
(By passing the URL)
& should not pass the Username & password to him/her as passing to the
other Customers.

how should i configure it.
plz help



-Aman
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[otrs] how to ask a new user to create a account in auto response?

[Amanpreet Singh]

hi,

i am new to otrs, using otrs 2.2 on a debian system
my problem is, if a person (not a customer) open a ticket,
auto response should ask him to create a new account on customer.pl (By
passing the URL)
& should not pass the Username & password to him/her as passing to the other
Customers.
how should we configure it.

plz help



-Aman
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[otrs] How to Fetch the correct password of customer

[Amanpreet Singh]

hi,

i am using otrs 2.2 on debian system,
i have set the following parameter in the auto response
to send the username & password to customer,

Login: 
Password: 

It is passing the UserLogin correctly, but not UserPassword.
means passing the wrong password as,

Password: goKW7Vf/VqbmM  (as the right password is go123456)

i think it is in encoded form or a garbage value.

plz help
thanks.

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Amanpreet Singh
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[otrs] auto response password test-02

[Amanpreet Singh]

jvfmghmghm

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[otrs] Two customers of a company can see each other tickets.

[Amanpreet Singh]

hi,

i am new to otrs, using otrs 2.2 on debian system,
what i want is, two customer of a company ABC can see
each other tickets by clicking

 [image: CompanyTickets]
CompanyTickets
(in customer.pl).
how to set ??
please help.


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[otrs] passing the wrong password in auto response

[Amanpreet Singh]

hi,

i am using otrs 2.2 on debian system,
i have set the parameter

Login: 
Password: 

in the auto response, it is passing the UserLogin right, but not
UserPassword.
means passing the wrong password as,

Password: goKW7Vf/VqbmM  (as the right password is go123456)

i think it is in encoding form or a garbage value.

plz help
thanks.



--:Aman
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[otrs] Auto response with Customer Username & Password

[Amanpreet Singh]

hi to all,

i am new to Otrs , using Otrs 2.2 on a Debian system,
my auto response to customer working fine,
but i want to send him the Username & Password along with URL(customer.pl)
so that customer can check the status of ticket.

how should i pass these fields to customer in auto response.
Plz  help.
thanks

-- 
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Amanpreet Singh
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[otrs] auto response not working

[Amanpreet Singh]

hi,

i have installed OTRS on Debian, its working fine
sending & receiving the tickets,

i have set a auto responder for new tickets in the queue,
the problem is the sender of the ticket never receive the auto response,
system log shows the following errors:

OTRS-PM3-10[15211]: [Notice][Kernel::System::Ticket::TicketCreate] New
Ticket [1053/Test Ticket-032] created (TicketID=134,Queue=Suppo$
OTRS-PM3-10[15211]: [Error][Kernel::System::Email::SMTP::Send][Line:87]:
Can't use from: ! Enable debug for more info!
OTRS-PM3-10[15211]:
[Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto
response (SendAutoReply) for Ticket [1053] ($
OTRS-PM3-10[15211]: [Notice][main::FetchMail] Fetched 1 email(s) from
a...@eurus.net@pop.fatcow.com.


when enable the debug,shows

OTRS-PM3-10[11202]: [Notice][Kernel::System::Ticket::TicketCreate] New
Ticket [1051/Test Ticket-030] created (TicketID=132,Queue=Suppo$
OTRS-PM3-10[11202]: [Error][Kernel::System::Email::SMTP::Send][Line:127]:
Can't connect to smtp.fatcow.com: Bad file descriptor!
OTRS-PM3-10[11202]:
[Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto
response (SendAutoReply) for Ticket [1051] ($
OTRS-PM3-10[11202]: [Notice][main::FetchMail] Fetched 1 email(s) from
a...@eurus.net@pop.fatcow.com.


help plz,
thanks in advance.


-- 
regards:
Amanpreet Singh
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[otrs] auto response not working

[Amanpreet Singh]

-- Forwarded message --
From: Amanpreet Singh 
Date: Thu, Apr 30, 2009 at 5:43 PM
Subject: auto response not working
To: otrs@otrs.org


hi,

i have installed OTRS on Debian, its working fine
sending & receiving the tickets,

i have set a auto responder for new tickets in the queue,
the problem is the sender of the ticket never receive the auto response,
system log shows the following errors:

OTRS-PM3-10[15211]: [Notice][Kernel::System::Ticket::TicketCreate] New
Ticket [1053/Test Ticket-032] created (TicketID=134,Queue=Suppo$
OTRS-PM3-10[15211]: [Error][Kernel::System::Email::SMTP::Send][Line:87]:
Can't use from: ! Enable debug for more info!
OTRS-PM3-10[15211]:
[Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto
response (SendAutoReply) for Ticket [1053] ($
OTRS-PM3-10[15211]: [Notice][main::FetchMail] Fetched 1 email(s) from
a...@xyz.net @pop.server <http://pop.fatcow.com>


when enable the debug,shows

OTRS-PM3-10[11202]: [Notice][Kernel::System::Ticket::TicketCreate] New
Ticket [1051/Test Ticket-030] created (TicketID=132,Queue=Suppo$
OTRS-PM3-10[11202]: [Error][Kernel::System::Email::SMTP::Send][Line:127]:
Can't connect to smtp.server <http://smtp.fatcow.com>: Bad file descriptor!
OTRS-PM3-10[11202]:
[Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto
response (SendAutoReply) for Ticket [1051] ($
OTRS-PM3-10[11202]: [Notice][main::FetchMail] Fetched 1 email(s) from
a...@xyz.net @pop.server <http://pop.fatcow.com/>.


help plz,
thanks in advance.

-- 
regards:
Aman
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