Re: [otrs] OTRS IN SOLARIS

[Andy Lubel]

Im sure it works fine if you know Solaris.. may need to install  
blastwave or sunfreeware to make it easier on the dependencies  
install.  I have never tried but I would be willing to bet its similar  
to the OSX install but probably easier and less intrusive.


After all OTRS is just a cgi-perl web page with some Cron jobs :)

have you tried it and encountered any strange obstacles?  If i was to  
stand an OTRS environment up I would use a 4 processor system and use  
LDOM/Brandz/Container technology to "virtualize" natively :)  and if  
you are using opensolaris you could even use the centOS image!


-Andy

On Feb 12, 2008, at 3:50 AM, Miguel Dias wrote:


Hello,
Any one try to install OTRS in Open solaris?
If yes please tell me what problems do you have to do it and your  
opinion of installing OTRS in Solaris.

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
Support or 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 or consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] Managing the article_attachment.MYD File

[Andy Lubel]

On Feb 7, 2008, at 4:51 PM, Buice, David R wrote:


Hello,

We are running OTRS on a Windows box with a 9 Gb of space.  We  
recently ran into an issue with disk space being near capacity.  We  
saw that one of the data files, article_attachment.MYD, was over 4  
Gb in size.


article_attachment.myd is a mysql table.  you could run "OPTIMIZE" but  
its not going to clear up space.  the only way to clean that up is to  
literally DELETE tickets, and you better do it with the UI (otrs  
generic agent can do this but CAVEAT EMPTOR - you lose a lot of  
statistical data when you do this and that may upset the beancounters).


since you are running windows maybe you should just switch OTRS to use  
FS storage (stores tickets/attachments on filesystem rather than LOB's  
in mysql) and compress the filesystem where they are stored.


  This file is found in :\mysql\data\otrs.  We  
moved this file off the machine in desperation only to discover that  
the attachments were no longer accompanying the messages being sent  
from OTRSduh!


yeah and you also broke mysql.. nice!



So my question is: Since apparently we'll have to bring back  
article_attachment.MYD, is there any way to edit this file and bring  
it down to a reasonable size.  Or is there a windows "cron"  
equivalent that could reduce the size of the file on a nightly basis?


just look at the super power of the generic agent.



Any help understanding this (and other huge MYD files) and how to  
manage them would be extremely helpful.


check out the Manual for OTRS and you can find information on these  
topics.



HTH,

Andy Lubel



Thank you,

David Buice
ITIL Foundations Certified
EDS - PSIC
7000 Chicago Road
Warren, MI  48092

( Phone:+1-586-575-4525
+ mailto:[EMAIL PROTECTED]
cell: 248-249-9122


___
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/

RE: [otrs] Most efficient way to use OTRS With MS Exchange

[Andy Lubel]

Just forget about exchange and look at your mail server as just a 'mail
server'.  Make sure you have enabled pop3 and smtp relay from your otrs
host, or had smtp running on your otrs host.

 

Configure it to allow agents to authenticate as well, so long as the
primary email address gets popped into OTRS, you can enable
notifications and autoresponses in otrs that will send pop3 email to
your exchange server mailboxes.

 

Check sysadmin queue settings, assigning rights to agents, allowing
agents to select the queue in their profile and enabling notifications
for new tickets in their 'my tickets' view.

 

If you need more detail, just let me know.  I skipped over some pieces
assuming you have already gotten them working, like the postmasterpop3
cron job that polls an inbox!

 

-Andy Lubel

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Justin Holt
Sent: Friday, December 28, 2007 12:54 PM
To: otrs@otrs.org
Subject: [otrs] Most efficient way to use OTRS With MS Exchange

 

Does anyone know of the most efficient way to use OTRS with MS Exchange.
I would like to be able to alert my co workers when a new work order
appears over email.  I have looked through a lot of the documentation
and I am not quite sure where to look.  Right now I have OTRS configured
to authenticate users using LDAP through a Windows Server 2003 Active
Directory.  Any help is appreiciated.

 

Justin

___
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/

RE: [otrs] Re: Getting emails from a Gmail account

[Andy Lubel]

In sysconfig there is an option to BCC everything to an email address..
not sure exactly where it is but I think that may also accomplish what
you were asking.


-Andy Lubel




-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Nils Breunese (Lemonbit)
Sent: Friday, December 07, 2007 7:37 AM
To: User questions and discussions about OTRS.org
Subject: [otrs] Re: Getting emails from a Gmail account

[EMAIL PROTECTED] wrote:

>> Nils:
>> You could file a bug report at http://bugs.otrs.org/ and maybe 
>> alternative ports will be added as an option in a future version of 
>> OTRS.
>
> Yes, Nils, you are right.
> I'm struggling since long with this problem [1] The point is that I'm 
> **not** a computer/email/system expert, and do not understand anything

> about all this software.
> In plain word, I do not know what to write when opening the bug:
> retrieving emails from Gmail is a POP3 port problem? And/or also an 
> encryption problem? And/or what other issues are involved?
> Just opening a bug writing "I'd simply retrieve emails from Gmail"
> might seem a joke to the programmers.
> If, instead, any other people who have in-depth knowledge of the 
> matter could express the whole thing in proper technical terms, maybe 
> the Otrs programmers could/would take it more seriously.

The report can be as simple as explaining you are unable to retrieve
emails from Gmail because Gmail uses an alternative POP3 port and the
POP3 port is not configurable in OTRS. If the devs need more details
they'll get back to you, but I think they'll understand.

>> Mike:
>> I do it with fetchmail.
>> gmail -> fetchmail -> local smtp-server -> procmail -> Postmaster.pl
>
> All I could find about it is this
> http://doc.otrs.org/2.2/en/html/x1269.html#email-receiving-fetchmail
> It is far too "compact" and technical, and gives for granted that you 
> are a system admin. [2] Also, it seems that such "procmail" thing runs

> only under Linux.
> Is there any place where the process is explained in plain words: what

> to do, where, how to?

It is my opinion that every system needs a capable system administrator.
If your system doesn't have a capable one, then you might have bigger
problems than not being able to fetch mail from Gmail. Yes, procmail is
probably Linux-only (I'm not sure).

> [2] I'm just a "poor devil" with tons of emails to answer, and 
> struggle to set up Otrs as a tool on my pc at work.
> ;-)

Maybe OTRS is a bit of overkill for just personal use, but I don't know
your situation of course.

Nils Breunese.
___
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/

Re: [otrs] Problem installing OTRS 2.2.3

[Andy Lubel]

Oh yeah, and you do probably have to install the full client as well

-Andy

On 12/5/07 10:09 AM, "Andy Lubel" <[EMAIL PROTECTED]> wrote:

> Grab the Oracle perl module either from CPAN or your RedHat package
> repository?
> 
> http://www.orafaq.com/faqperl.htm
> 
> -Andy
> 
> On 12/5/07 5:39 AM, "David Salgado Vidal" <[EMAIL PROTECTED]> wrote:
> 
>> Hi.
>>  
>> I'm trying to install OTRS over Linux Red Hat ES 5 using a Oracle database,
>> but it doesn´t work.
>>  
>> When I run ³otrs.checkModules², it says that I have all except DBD::mysql,
>> which I suppose that I don¹t need.
>>  
>> If I run ³CheckDB.pl² I receive next error
>>  
>> install_driver(Oracle) failed: Can't load
>> '/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/auto/DBD/Oracle/Oracl
>> e.so' for module DBD::Oracle:
>> /usr/lib/oracle/10.2.0.3/client/lib/libocijdbc10.so: no se puede restaurar el
>> `prot' del segmento después de la relocalización: Permiso denegado at
>> /usr/lib/perl5/5.8.8/i386-linux-thread-multi/DynaLoader.pm line 230,
>>  line 4.
>>  at (eval 19) line 3
>> Compilation failed in require at (eval 19) line 3,  line 4.
>> Perhaps a required shared library or dll isn't installed where expected
>>  at /opt/otrs/Kernel/System/DB.pm line 197
>>  
>>  
>> And when I try to access to OTRS URL, I receive next error.
>> Software error:
>> Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line
>> 81,  line 4.
>> For help, please send mail to the webmaster ([EMAIL PROTECTED]
>> <mailto:[EMAIL PROTECTED]> ), giving this error message and the time and 
>> date of
>> the error. 
>> 
>> I¹ve installed this software in my otrs server
>>  
>> Redhat EL 5
>> oracle-instantclient-devel-10.2.0.3-1
>> oracle-instantclient-sqlplus-10.2.0.3-1
>> oracle-instantclient-basic-10.2.0.3-1
>> Perl 5.8.8
>> OTRS 2.2.3
>>  
>> The database is Oracle 9i
>>  
>> Could anybody tell me something about it?
>>  
>> Thanks.
>>  
>>    David Salgado Vidal
>> [EMAIL PROTECTED]
>>     Telf. 942 355 931
>>  http://www.mundivia.net
>>  
>> 
>> 
>> ___
>> 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 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 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/

Re: [otrs] Problem installing OTRS 2.2.3

[Andy Lubel]

Grab the Oracle perl module either from CPAN or your RedHat package
repository?

http://www.orafaq.com/faqperl.htm

-Andy

On 12/5/07 5:39 AM, "David Salgado Vidal" <[EMAIL PROTECTED]>
wrote:

> Hi.
>  
> I'm trying to install OTRS over Linux Red Hat ES 5 using a Oracle database,
> but it doesn´t work.
>  
> When I run ³otrs.checkModules², it says that I have all except DBD::mysql,
> which I suppose that I don¹t need.
>  
> If I run ³CheckDB.pl² I receive next error
>  
> install_driver(Oracle) failed: Can't load
> '/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/auto/DBD/Oracle/Oracle
> .so' for module DBD::Oracle:
> /usr/lib/oracle/10.2.0.3/client/lib/libocijdbc10.so: no se puede restaurar el
> `prot' del segmento después de la relocalización: Permiso denegado at
> /usr/lib/perl5/5.8.8/i386-linux-thread-multi/DynaLoader.pm line 230, 
> line 4.
>  at (eval 19) line 3
> Compilation failed in require at (eval 19) line 3,  line 4.
> Perhaps a required shared library or dll isn't installed where expected
>  at /opt/otrs/Kernel/System/DB.pm line 197
>  
>  
> And when I try to access to OTRS URL, I receive next error.
> Software error:
> Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 81,
>  line 4.
> For help, please send mail to the webmaster ([EMAIL PROTECTED]
>  ), giving this error message and the time and date 
> of
> the error. 
> 
> I¹ve installed this software in my otrs server
>  
> Redhat EL 5
> oracle-instantclient-devel-10.2.0.3-1
> oracle-instantclient-sqlplus-10.2.0.3-1
> oracle-instantclient-basic-10.2.0.3-1
> Perl 5.8.8
> OTRS 2.2.3
>  
> The database is Oracle 9i
>  
> Could anybody tell me something about it?
>  
> Thanks.
>  
>    David Salgado Vidal
> [EMAIL PROTECTED]
>     Telf. 942 355 931
>  http://www.mundivia.net
>  
> 
> 
> ___
> 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 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/

Re: [otrs] User database

[Andy Lubel]

Did you see this:
http://doc.otrs.org/2.2/en/html/c1553.html

I don't have any actual experience in that but why don't you start there and
let us know if you get stuck.  This is another area that really needs to
have better documentation..

-Andy

PS - "Necesary data needed for customer authentification" - you guys may
want to run an english spellchecker on the docs :) it really bugs me with
how badly authenticate is spelled/translated!


On 12/4/07 12:36 PM, "Alexandru Palade" <[EMAIL PROTECTED]>
wrote:

> Hi,
> 
> 
> I would like to integrate OTRS to my e-commerce website and I was
> wondering if there is any easy way to make OTRS work with my user
> database. I have browsed the manual but didn't find anything related.
> 
> Any suggestion would help me a lot.
> 
> Thanks in advance,
> Alexandru Palade.
> ___
> 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 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/

Re: [otrs] 2.2.3 updrade to 2.2.4

[Andy Lubel]

Source tarball is exactly what it says though, and works!  If it aint broke,
don't fix it :D


-Andy


On 12/3/07 2:45 PM, "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> wrote:

> Shawn Beasley wrote:
> 
>>> Right now I installed 2.2.3 using the tar file since I didn't see any
>>> rpms for RHEL 4.x. So now
>>> I have a directory tree /opt/otrs-2.2.3/ with a symbolic link
>>> /opt/otrs pointing to /opt/otrs-2.2.3.
>> 
>> I believe the tar Nils was referring to (correct me if I am wrong
>> Nils)
>> is the SuSE RPM available for download.
> 
> I was referring to the Fedora Core 3 RPM, as RHEL 4 is based on Fedora
> Core 3.
> 
> Nils Breunese.
> ___
> 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/

Andy Lubel
Application Administrator / IT Department

GTSI Corp.
3901 Stonecroft Boulevard
Chantilly, VA 20151
Tel: 1.800.999.GTSI ext.2309
Dir: 703.502.2309
[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 or consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] Practical Examples... Locking?

[Andy Lubel]

People only ask because they assume that their processes will just conform
to OTRS and they don't have to change the way they work.  Sometimes I think
its harder to change human processes than it is changing a system process.

If ticket locking is make/break for your project, then maybe OTRS isn't the
right package for your needs.

You could just file a bug report @ http://bugs.otrs.org and maybe something
could be done about it.

-Andy


On 11/27/07 11:44 AM, "Kris Jacobs" <[EMAIL PROTECTED]> wrote:

> Issues raised regularly are usually indications of real problems.  ;)
> 
> 
> 
>>>> Andy Lubel <[EMAIL PROTECTED]> 11/27/2007 11:39 >>>
> It's just that we tend to revisit things that are asked pretty regularly!
> 
> Go to sysconfig and enable the "status view" and I think you will see what
> "power" it gives within OTRS.  We just talked about it I think 2 weeks ago.
> 
> There is no software that exists today that meets (or conforms to) 100% of
> every process that a company has.  OTRS is 90% configuration and 10%
> internal process adjustment.
> 
> -Andy 
> 
> 
> On 11/27/07 10:53 AM, "Kris Jacobs" <[EMAIL PROTECTED]> wrote:
> 
>> Smells like you're arrogant?
>> 
>> I've worked in plenty of complex multi-user support request systems - I'm
>> having trouble drawing parallels from them to OTRS though.
>> 
>> 
>> 
>> 
>>>>> Andy Lubel <[EMAIL PROTECTED]> 11/27/2007 10:46 >>>
>> Smells like 1 man helpdesk?
>> 
>> 
>> On 11/27/07 10:44 AM, "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> wrote:
>> 
>>> Kris Jacobs wrote:
>>> 
>>>> Hmmm... thank you Nils.
>>>> 
>>>> I'm used to working in Incident Monitor at a previous employer:
>>>> http://www.monitor24-7.com/corp/prod_im_overview.asp
>>>> 
>>>> This concept of locking tickets seems very foreign and counter-
>>>> intuitive to me.
>>> 
>>> I am not familiar with Incident Monitor, but how does that prevent
>>> agent B from working on an issue, not knowing that agent A is also
>>> busy working on that if it doesn't use some sort of locking?
>>> 
>>> Nils Breunese.
>>> ___
>>> 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 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 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 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/

Re: [otrs] Practical Examples... Locking?

[Andy Lubel]

It's just that we tend to revisit things that are asked pretty regularly!

Go to sysconfig and enable the "status view" and I think you will see what
"power" it gives within OTRS.  We just talked about it I think 2 weeks ago.

There is no software that exists today that meets (or conforms to) 100% of
every process that a company has.  OTRS is 90% configuration and 10%
internal process adjustment.

-Andy 


On 11/27/07 10:53 AM, "Kris Jacobs" <[EMAIL PROTECTED]> wrote:

> Smells like you're arrogant?
> 
> I've worked in plenty of complex multi-user support request systems - I'm
> having trouble drawing parallels from them to OTRS though.
> 
> 
> 
> 
>>>> Andy Lubel <[EMAIL PROTECTED]> 11/27/2007 10:46 >>>
> Smells like 1 man helpdesk?
> 
> 
> On 11/27/07 10:44 AM, "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> wrote:
> 
>> Kris Jacobs wrote:
>> 
>>> Hmmm... thank you Nils.
>>> 
>>> I'm used to working in Incident Monitor at a previous employer:
>>> http://www.monitor24-7.com/corp/prod_im_overview.asp
>>> 
>>> This concept of locking tickets seems very foreign and counter-
>>> intuitive to me.
>> 
>> I am not familiar with Incident Monitor, but how does that prevent
>> agent B from working on an issue, not knowing that agent A is also
>> busy working on that if it doesn't use some sort of locking?
>> 
>> Nils Breunese.
>> ___
>> 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 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 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/

Andy Lubel
Application Administrator / IT Department

GTSI Corp.
3901 Stonecroft Boulevard
Chantilly, VA 20151
Tel: 1.800.999.GTSI ext.2309
Dir: 703.502.2309
[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 or consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] Practical Examples... Locking?

[Andy Lubel]

Smells like 1 man helpdesk?


On 11/27/07 10:44 AM, "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> wrote:

> Kris Jacobs wrote:
> 
>> Hmmm... thank you Nils.
>> 
>> I'm used to working in Incident Monitor at a previous employer:
>> http://www.monitor24-7.com/corp/prod_im_overview.asp
>> 
>> This concept of locking tickets seems very foreign and counter-
>> intuitive to me.
> 
> I am not familiar with Incident Monitor, but how does that prevent
> agent B from working on an issue, not knowing that agent A is also
> busy working on that if it doesn't use some sort of locking?
> 
> Nils Breunese.
> ___
> 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 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/

Re: [otrs] Practical Examples... Locking?

[Andy Lubel]

Oh boy, here we go again...

Locking tickets is important for the enterprise, where support may not all
be in one place and there may be many agents.  Its also good for
beancounting how much effort you spend on each request.

If you don't need ticket locking, just set up a shared mailbox in exchange
and work your helpdesk that way!

Or search the lists for more info related to locking and get the full story
on why it may be good for any helpdesk with more than a couple people acting
as agents to have this.


Nils, don't you think OTRS really needs to expose that "status view" so
these guys don't get freaked out that they don't have a way to see what
tickets each agent has locked?

-Andy

On 11/27/07 10:35 AM, "Kris Jacobs" <[EMAIL PROTECTED]> wrote:

> Hmmm... thank you Nils.
> 
> I'm used to working in Incident Monitor at a previous employer:
> http://www.monitor24-7.com/corp/prod_im_overview.asp
> 
> This concept of locking tickets seems very foreign and counter-intuitive to
> me.
> 
> -Kris
> 
> 
> 
>>>> "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]> 11/27/2007 10:15 >>>
> Kris Jacobs wrote:
> 
>> Please describe then the exact work flow in OTRS for this scenario:
>> 
>> Agent A takes a telephone call, and records the support request as
>> new ticket #42.
>> 
>> Agent A continues to take telephone calls, and records new support
>> requests as new tickets #43, #44, #45, #46.
>> 
>> While Agent A is on a phone call and in the process of recording
>> another support request as new ticket #47, Agent B looks at the queue.
>> 
>> Agent B decides to work on tickets #42, 45, and 46.
>> 
>> Those 3 tickets are locked right?
>> Even though Agent A has recorded the requests, and moved on - they
>> are locked and must be unlocked before Agent B can work on them?
>> 
>> What step by step actions must Agent B take in OTRS when he wants to
>> work those 3 tickets?
>> If Agent B must manually unlock them himself before assuming
>> responsibility for them, that is unacceptable.
> 
> If agent A creates the tickets from the phonecalls, but doesn't intend
> to work on them, he should make sure they are not locked after
> creating them (either A should unlock the tickets or you could
> probably setup OTRS to not create phone tickets in a locked state).
> Then agent B can find them in the queue and decide to lock them if he
> intends to handle them.
> 
> Agent B shouldn't normally even be allowed to unlock agent A's locked
> tickets, unless he has explicit rights assigned to do so.
> 
> Nils Breunese.
> 
> ___
> 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/

Andy Lubel
Application Administrator / IT Department

GTSI Corp.
3901 Stonecroft Boulevard
Chantilly, VA 20151
Tel: 1.800.999.GTSI ext.2309
Dir: 703.502.2309
[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 or consulting for your OTRS system?
=> http://www.otrs.com/

RE: [otrs] OT - Cannot get mail or access internet, but intranet ok

[Andy Lubel]

yeah its a network issue, not a system issue.  your DNS host is probably on the 
same subnet as your OTRS machine but on a different subnet than your mail 
server or your network clients -  routing issue :)
 
-it could also be a routing issue, check second hyperlink for info.
 
maybe this will help too:
http://www.linuxquestions.org/questions/susenovell-60/making-default-gateway-address-permanent-in-suse-10-419920/
 
-Andy



From: [EMAIL PROTECTED] on behalf of LQ Marshall
Sent: Mon 11/26/2007 1:38 PM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] OT - Cannot get mail or access internet, but intranet ok



> Example of a phone ticket error : (DNS problem: Send error:
> Network is unreachable)!
>
> This is the indication that my DNS is not working correctly,
> however I cannot seem to find the issue to fix it.

> However, I cannot access the internet or ping any other
> server or device outside of the 111.22.3.xxx pool.

Doesn't appear to be an OTRS issue.  Seems to be a network issue.  The key
being "Network is unreachable".  Indicating that the server cannot contact
the DNS server. I would recommend contacting a network group.

That said... Seems like you can ping locally by IP but can you ping external
hosts by IP?  If that doesn't work verify that you have a valid gw IP
(netstat -rn ... Look for Entry on the 0.0.0.0 net).  Last is check your
gw/firewall (both locally and external).

Your problem doesn't have anything to do with OTRS.

Q out

___
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 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/

RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket

[Andy Lubel]

its really easy.. the only pre-requisite is that you have LDAP set up.  good 
thing is there is plenty of LDAP daemons to choose from, but openLDAP is the 
most widely used afaik:
http://www.openldap.org/jldap/overview.html
 
then I google "openldap address book".  
http://www.onlamp.com/pub/a/onlamp/2003/03/27/ldap_ab.html
 
then I configure my new LDAP for customers:
http://doc.otrs.org/2.2/en/html/x1572.html#customer-backend-ldap
 
since you spoke of "address book" as if the customers wouldnt be logging in, at 
least you would be able to map the customer request to the entry in customer 
ldap because its matched on company name or email address.  
 
i hope that gets you started.  im not quite sure about the FAQ portion (i dont 
dabble in that much), maybe someone else with a similar need will chime in?
 
-Andy



From: [EMAIL PROTECTED] on behalf of Julien CHAMPSEIX
Sent: Fri 11/23/2007 4:28 AM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket



Please can i have some help about it. I would test this address book.

 

Regards,

Julien.

 

De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Julien CHAMPSEIX
Envoyé : mercredi 21 novembre 2007 12:37
À : 'User questions and discussions about OTRS.org'
Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket

 

Andy,

 

How can I to set up it  because in doc I didn't see this point about it.

 

 

Best regards,

Julian.

 

De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Julien CHAMPSEIX
Envoyé : lundi 19 novembre 2007 17:43
À : 'User questions and discussions about OTRS.org'
Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket

 

1)

 

What it's possible to create an Address book manually into OTRS without LDAP ?

 

 

2)

 

My aim is to link an ticket to an OTRS FAQ as soon as it created and I woulkd 
known if it's possible to do it by Postmaster filter. Or what it's possible to 
X-OTRS-FAQ in Postmaster Filter in order to link directly an ticket.

 

 

Regards,

Julian.

 

De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Andy Lubel
Envoyé : lundi 19 novembre 2007 15:37
À : User questions and discussions about OTRS.org
Objet : RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket

 

1)  Create an LDAP db with your "contacts", why wouldn't that work?

2)  Huh?

 

-Andy Lubel

 

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Julien CHAMPSEIX
Sent: Sunday, November 18, 2007 2:24 PM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket

 

Any body have any idea about my request ?

 

Kinds Regards,

Julien.

 

De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Julien CHAMPSEIX
Envoyé : vendredi 16 novembre 2007 10:49
À : otrs@otrs.org
Objet : [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket
Importance : Haute

 

Hello Everybody,

 

I have 2 request for the OTRS community :

 

1)

 

I would know how it's possible to add or create an address book into OTRS ? If 
yes how can I enable it or create it.

 

And what in the future OTRS will ask LDAP Address book in order to transfer 
some ticket or other option.

 

2)

 

I would link automatically an ticket with a OTRS FAQ documentation following 
the Queue. Someone could say to me how do it.

 

 

 

Best Regards,

Julian.

 

___
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/

RE: [otrs] Error on email check ./PostMasterPOP3.pl how do i fix this? please

[Andy Lubel]

 
bad credentials: 
"Message: Auth for user [EMAIL PROTECTED] failed!"
 
whats at line 9 of your config.pm?
Unquoted string "elf" may clash with future reserved word at 
/opt/otrs/Kernel/Config.pm line 9.
Name "main::elf" used only once: possible typo at  line 9.
 
what OS is this?
 
have you read the manual yet?
 
 


From: [EMAIL PROTECTED] on behalf of DataForce CRM
Sent: Wed 11/21/2007 10:25 AM
To: otrs
Subject: [otrs] Error on email check ./PostMasterPOP3.pl how do i fix this? 
please



I re-installed, in my mail server I got [EMAIL PROTECTED]  I set up pop3 in 
otrs and on checking using the /PostMasterPOP3 I get the below.

Why does it fail? What do I have to do?

[EMAIL PROTECTED]:/opt/otrs/bin> ./PostMasterPOP3.pl
Unquoted string "elf" may clash with future reserved word at 
/opt/otrs/Kernel/Config.pm line 9.
Name "main::elf" used only once: possible typo at  line 9.
ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Wed Nov 21 12:28:22 2007

 Message: Auth for user [EMAIL PROTECTED] failed!

 Traceback (10390):
   Module: main::FetchMail (v1.25) Line: 162
   Module: ./PostMasterPOP3.pl (v1.25) Line: 125

[EMAIL PROTECTED]:/opt/otrs/bin>
___
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 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/

RE: [otrs] retrieve closed ticket

[Andy Lubel]

Or enable the "status view" in sysconfig and see open and closed tickets (not 
for the faint DB server).
 
-Andy



From: [EMAIL PROTECTED] on behalf of Obee, Daniel
Sent: Wed 11/21/2007 2:37 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] retrieve closed ticket



You can limit the search to Status 'closed' if you need to.

Just pick the queues and the status you need and then at the end of the
search screen click the checkbox 'Save Search-Profile as Template?'.
Give it a name (e.g. 'closed tickets in queue ) and save the search.
It will appear under the search templates choice next time.

AFAIK ten searches can be saved.

Greetz,
Daniel

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Daniele
Sent: Mittwoch, 21. November 2007 08:29
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] retrieve closed ticket

Yes, I tried, but if I enter a star (*) in the default search I get a
lot of ticked, not only the closed one.
Ciao.
Daniele

Obee, Daniel ha scritto:
> Hi Daniele.
>
> Have you tried to solve the need with a default search?
> That'd be the easiest I think.
>
> Greets,
>
> Daniel
>
> Project Manager
> CS/Service Development
>
>
> Jamba! GmbH
> E-Mail:[EMAIL PROTECTED]
>
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf
Of
> Daniele
> Sent: Mittwoch, 21. November 2007 07:32
> To: otrs@otrs.org
> Subject: [otrs] retrieve closed ticket
>
> Where or how can I find closed ticket in order to browse them
> (eventually, print them) each time I need them?
> Thank you in advance
> Daniele
>
> ___
> 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 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 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 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 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/

RE: [otrs] how do I get emails into OTRS where is check mail button

[Andy Lubel]

Please, for the love of this list, read at least a few pages of the manual!
 



From: [EMAIL PROTECTED] on behalf of DataForce CRM
Sent: Tue 11/20/2007 8:37 AM
To: User questions and discussions about OTRS.org
Subject: [otrs] how do I get emails into OTRS where is check mail button



How is email checked in OTRS? I do not see a GET MAIL or CHECK MAIL button 
anywhere. I am trying to check my pop 3 mail.

JR


- Original Message -
From: "Eric Leung" <[EMAIL PROTECTED]>
To: "User questions and discussions about OTRS.org" 
Sent: Tuesday, November 20, 2007 9:27:40 AM (GMT-0600) America/Chicago
Subject: Re: [otrs] email checking

OTRS by itself cannot auto-check for emails. The PostMasterPOP3.pl script
does the checking and it must be set up in the cron to do this
automatically on a schedule.

On Tue, 20 Nov 2007, DataForce CRM wrote:

> Andy,
>
> Thank you for your kind reply. Does this mean that otrs does not auto check 
> emails?
>
> JR
> - Original Message -
> From: "Andy Lubel" <[EMAIL PROTECTED]>
> To: "User questions and discussions about OTRS.org" 
> Sent: Monday, November 19, 2007 8:31:31 AM (GMT-0600) America/Mexico_City
> Subject: RE: [otrs] email checking
>
> Perl c:\otrs\bin\PostMasterPOP3.pl
>
> If you think you have a correct pop information that will bring in mail.  To 
> automate it you would use CronW for windows or cron on unix's.
>
>
>
> -Andy Lubel
>
>
>
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of DataForce CRM
> Sent: Monday, November 19, 2007 6:31 AM
> To: otrs
> Subject: [otrs] email checking
>
> Does an email service need to be running on the otrs server ? Sendmail or 
> postfix? I can not get OTRO to bring in mail.
> My pop settings are right.
>
> Regards,
>
> Jim Romano
> GM - 817-886-0380 -  Skype: DataForceCRM
> http://www.dataforcecrm.com <http://www.dataforcecrm.com/> 
> Visit site for Live Demos, Screenshots, & Customer Support
>
> ___
> 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 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 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 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 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/

RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket

[Andy Lubel]

1)  Create an LDAP db with your "contacts", why wouldn't that work?

2)  Huh?

 

-Andy Lubel

 

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Julien CHAMPSEIX
Sent: Sunday, November 18, 2007 2:24 PM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket

 

Any body have any idea about my request ?

 

Kinds Regards,

Julien.

 

De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Julien CHAMPSEIX
Envoyé : vendredi 16 novembre 2007 10:49
À : otrs@otrs.org
Objet : [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket
Importance : Haute

 

Hello Everybody,

 

I have 2 request for the OTRS community :

 

1)

 

I would know how it's possible to add or create an address book into OTRS ? If 
yes how can I enable it or create it.

 

And what in the future OTRS will ask LDAP Address book in order to transfer 
some ticket or other option.

 

2)

 

I would link automatically an ticket with a OTRS FAQ documentation following 
the Queue. Someone could say to me how do it.

 

 

 

Best Regards,

Julian.

 

___
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/

RE: [otrs] email checking

[Andy Lubel]

Perl c:\otrs\bin\PostMasterPOP3.pl

If you think you have a correct pop information that will bring in mail.  To 
automate it you would use CronW for windows or cron on unix's.



-Andy Lubel



-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of DataForce CRM
Sent: Monday, November 19, 2007 6:31 AM
To: otrs
Subject: [otrs] email checking

Does an email service need to be running on the otrs server ? Sendmail or 
postfix? I can not get OTRO to bring in mail. 
My pop settings are right. 

Regards, 

Jim Romano
GM - 817-886-0380 -  Skype: DataForceCRM
http://www.dataforcecrm.com 
Visit site for Live Demos, Screenshots, & Customer Support

___
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 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/

Re: [otrs] Manual OTRS Installation on Win32

[Andy Lubel]

Its like buying a corvette and then putting a yaris engine in it.

Even windows people can install linux these days.. Just take the leap, you
have nothing to lose, only knowledge to gain.

Lets not bash windows, its good for what it is.  If you want to waste a
$600+ license to spin up a OTRS server ­ more power to ya!

-Andy

On 11/16/07 8:29 AM, "Dan King" <[EMAIL PROTECTED]> wrote:

> Hey Harry,
>  
> I don¹t have any instructions on how to do this. I had similar questions to
> this list sent a while back but no one replied. Your best bet is to extract
> the source from the Windows installation and then follow the instructions for
> Linux. Some won¹t be too helpful but I am sure it can prove to be a good
> starting ground. You will need to install perl, cronw (unless you have other
> options already on the server), the required perl modules and mod_perl for
> apache, the last option there is a way to compile mod_perl when apache has
> already been installed. I think a good way around this would be to install
> OTRS on a desktop and look how it lays out the directories and configuration
> files.
>  
> Sorry I can¹t be any more help.
>  
> 
> Dan King
> Software Developer
> Canadian Resident Matching Service
> 613.237.0075  ext. 241
> (Toll free) 877.CARMS.42
> 171 Nepean Street, Suite 300
>  Ottawa, ON, CANK2P 0B4
> www.carms.ca 
> 
> --
> --
> 
> This e-mail message, including any attachments, is for the sole use of the
> intended recipients and may contain confidential and or privileged
> information.  If you are not the intended recipient or this information has
> been forwarded in error, please contact the sender by reply e-mail and destroy
> copies of the original message.  Ce message (incluant toute pièce jointe)
> s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne
> autorisée à le recevoir en son (leur) nom. Il pourrait contenir des
> renseignements confidentiels ou protégés.  Si vous l'avez reçu par erreur,
> nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas
> divulguer son contenu et de le supprimer de votre système. Merci.
> 
> 
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Harry
> Cruz
> Sent: November 12, 2007 7:31 AM
> To: User questions and discussions about OTRS.org
> Subject: [otrs] Manual OTRS Installation on Win32
>  
> Hello, you all!
> 
> Do you know where I could get some detailed information on how to install OTRS
> in a already running server. I've initially installed on a test server, using
> a Debian distro. But now the system must go into production to a windows 2003
> server, which has got its own apache2, supporting Subversion . I'd like to get
> OTRS running without getting into trouble with my CIO.
> 
> Any help is appreciated,
> 
> Harry Cruz
> 
> 
> ___
> 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 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/

Re: [otrs] Agent notification

[Andy Lubel]

 You need to enable notifications on the queue to send the customer
notifications and in the agent profile to enable notifications to the agent.

Poke around the sysconfig->queue settings as well as your agents profile.

-Andy




On 11/15/07 9:04 AM, "Cristiano Marchettini"
<[EMAIL PROTECTED]> wrote:

> Hi, I'm using OTRS 2.2.3 in my company, but I have a problem with agent
> notification of new tickets.
> If I open a phone or email request, a mail is sent to all the agents, but if a
> customer opens a request from the customer.pl web page the email is not sent.
> Unfortunately, in this way we have to continuously check the main page to see
> if there are new requests.
> Is it possible to enable the notification also for that kind of tickets?
> I tried searching something on Google, but didn't find anything.
> Thanks for your help,
>   Cristiano Marchettini
> 



___
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/

Re: [otrs] Creating a new user agent (Postgres, Mac OSX)

[Andy Lubel]

Hmm ok good to know it was you and not leopard.  Now I think your problem on
the check email address must have to do with NET::DNS module, possible
incompatible.  

Luckily I am going a different route for this incantation of OTRS, using
ActivePerl rather than built in perl..

After I overcame the VHOST bug in serveradmin (name based hosting broken by
default), I'm now going forward..

I'll let you know if I can do those things with activestates perl rather
than leopards.. Should be done soon!

Good news nonetheless!

-Andy


On 11/14/07 7:03 AM, "Manoj Patwardhan" <[EMAIL PROTECTED]> wrote:

> Hi Andy,
> 
> I have finally succeeded in running OTRS on Leopard and adding users.
> I love it!!!
> 
> Had to customize several settings in Config.pm and also turn off the
> dns check for email addresses.
> 
> Thanks for looking into this.
> 
> - Manoj
> 
> On Nov 9, 2007, at 10:23 AM, Andy Lubel wrote:
> 
>> Im still having a HELL of a time getting the built in perl to CPAN
>> me up
>> some needed OTRS modules.
>> 
>> Just got approval for testing with a  userland perl (activeperl).
>> Should
>> have that done today and I will hopefully not get the same problem
>> as you so
>> we can say you did something wrong :)
>> 
>> That would really stink if OTRS just didn't work in Leopard..
>> 
>> -Andy
>> 
>> 
>> On 11/8/07 8:38 PM, "Manoj Patwardhan" <[EMAIL PROTECTED]> wrote:
>> 
>>> Hi Andy,
>>> 
>>> FWIW, I tried the installation with MySQL and get the same error as I
>>> did before with Postgres. Just cannot create a user agent.
>>> 
>>> Thanks,
>>> Manoj
>>> 
>>> 
>>> On Nov 6, 2007, at 10:21 AM, Andy Lubel wrote:
>>> 
>>>> Yeah, I'm still PPC here and its a little different than the intel
>>>> perl I
>>>> suspect.
>>>> 
>>>> xservedev:~ root# perl --version
>>>> 
>>>> This is perl, v5.8.8 built for darwin-thread-multi-2level
>>>> 
>>>> What's yours say?
>>>> 
>>>> 
>>>> 
>>>> 
>>>> On 11/6/07 10:18 AM, "Manoj Patwardhan" <[EMAIL PROTECTED]> wrote:
>>>> 
>>>>>> Can you give me any insight into how you installed the needed
>>>>>> modules or did
>>>>>> you upgrade your OSX to a later version without erasing the disk?
>>>>> 
>>>>> It was a clean install of Leopard (after erasing the disk).
>>>>> 
>>>>> To install the modules I used the CPAN shell running as root. It
>>>>> just
>>>>> worked first shot.
>>>>> 
>>>>>> Im having a hell of a time just installing Date::Pcalc..
>>>>>> 
>>>>>> What architecture are you on, PPC or Intel?
>>>>> 
>>>>> Intel.
>>>>> 
>>>>> - Manoj
>>>>> 
>>>>> 
>>>>>> On 11/6/07 8:52 AM, "Manoj Patwardhan" <[EMAIL PROTECTED]> wrote:
>>>>>> 
>>>>>>> Hi Andy,
>>>>>>> 
>>>>>>> Here's the result of my running otrs.checkmodules:
>>>>>>> 
>>>>>>>   CGI ... ok
>>>>>>>   Date::Pcalc ... ok
>>>>>>>  Date::Format ... ok
>>>>>>>   DBI ... ok
>>>>>>> DBD::mysql ... not installed! (required - use "perl -
>>>>>>> MCPAN -
>>>>>>> e shell;")
>>>>>>>   Digest::MD5 ... ok
>>>>>>>  Crypt::PasswdMD5 ... ok
>>>>>>>LWP::UserAgent ... ok
>>>>>>>IO::Scalar ... ok
>>>>>>>  IO::Wrap ... ok
>>>>>>>  MIME::Base64 ... ok
>>>>>>>   MIME::Tools ... ok
>>>>>>>Mail::Internet ... ok
>>>>>>>  Net::DNS ... ok
>>>>>>> Net::POP3 ... ok
>>>>>>> Net::LDAP ... ok
>>>>>>> Net::SMTP ... ok
>>>>>>>  Authen::SASL ... ok
>>>>>>>GD ... ok
>>>>>>>  GD::Text ... ok
>>>>>>> GD::Graph ... ok
>>>>>>>  GD::Graph::lines ... ok
>>>>>>>   GD::Text::Align ... 

Re: [otrs] Can otrs capture an incoming email and create a queue item?

[Andy Lubel]

Learn fast by reading the documentation.

1 word:  postmasterpop3

/MagicBullet


On 11/14/07 10:40 AM, "DataForce CRM" <[EMAIL PROTECTED]> wrote:

> 
> I am a newby but learn fast. the email section is confusing .how do I set up
> an the tool to capture emails? meaning our customers send an email to
> [EMAIL PROTECTED]   and the email causes a record in OTRS?
> 
> I control the company mailserver.

-- 


___
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/

Re: [otrs] error Module KernelModules not found

[Andy Lubel]

Install the faq module.

http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=33&ItemID=250

HTH,

/EasyButton



On 11/13/07 4:15 PM, "DataForce CRM" <[EMAIL PROTECTED]> wrote:

> hi got otrs loaded fine except for the faq and public.pl please tell me how
> tofix. thnks  
> 
> 
> Please contact your admin
> Bug Report:  
> Traceback:  ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Sep 28 22:35:33
> 2007
> 
> Message: Module 'Kernel::Modules::' not found!
> 
> Traceback (6454):
>Module: Kernel::System::Web::InterfacePublic::Run (v1.12) Line: 184
>Module: /opt/otrs/bin/cgi-bin/public.pl (v1.3) Line: 47
-- 


___
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/

Re: [otrs] Backup and Restore - OTRS running on FreeBSD

[Andy Lubel]

What?? Are you saying the Œbackup¹ script isn¹t working under freebsd?  What
shell are you using?


-Andy

On 11/13/07 2:47 PM, "Swearsky, Robert" <[EMAIL PROTECTED]>
wrote:

> The instructions on the OTRS website provides Linux commands for Backup and
> Restoring Application and Data files. Could anyone provide the instructions on
> the FreeBSD platform?
>  
> Thanks
> Bob
> Please be advised that no quotes, agreements or understandings involving
> Schüco will be
> binding unless and until codified in a written document signed by an officer
> of the company. 
> The information transmitted by this email is intended only for the use of the
> addressee(s) 
> and may contain confidential and/or privileged information. Any interception,
> review, 
> retransmission, dissemination, or other use of, or taking any action upon this
> information by 
> persons or entities other than the intended recipient(s) is prohibited by law
> and may subject 
> them to criminal or civil liability. If you have received this communication
> in error, please 
> contact us immediately at 877-472-4826 and delete the message from any
> computer or other
> storage system. 
> 
> 
> ___
> 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 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/

Re: [otrs] two problems with LDAP authentication

[Andy Lubel]

I just made a seperate form with PHP, Wforms, phpMailer and mysql..

Dependant field queries that selects an email address (hidden field) based
on a user selected category, on submission the form is validated with Wforms
(javascript coolness) and phpmailer sends an email to OTRS :)

It would be nice if OTRS folks made it easier to do a custom ticket
submittal form within OTRS itself.  we wanted fields that would help the
ticket get into the right queue based on some selections by the customer.
Our support contract didn't cover that customization so we didn't renew our
support :).  In fact we paid quite a bit of money for the contract and have
contacted them 3 times...and the answers I got were basically the same as
from the newsgroups (yes, there are smart OTRS users in this list).

Your second issue is that you cant get multiple backends working?  When you
configure multiple backends and go to the user management you should see a
drop-down with each backend.


-Andy




On 11/9/07 5:57 AM, "Daniele" <[EMAIL PROTECTED]> wrote:

> Thank you again.
> I logged in as admin through the db authentication.
> I gave to my LDAP account admin rights so I am safe.
> I added LDAP interface rows to config.pm and all seems to work fine.
> The problem now is that no agent can log in OTRS if their name/record is
> not in LDAP db.
> This is, in my opinion, an OTRS problem.
> 
> For the missing field I made a second installation and I replaced my
> old db with the new one. I missed all my stuff (nothing, it was only a
> local demo server) but I found again the field.
> 
> A question:
> Is there a way to have more than one form for customers?
> Or, is there a way to have a specific ticket form for each queue?
> I read about a lot of people asking for it, but not any answer.
> 
> Can I create a php form with the same action of ticket form
> 
>  enctype="multipart/form-data">
>
> 
> 
>  value="1194532037.5609107.86464706">
> bla bla bla
> 
> 
> to populate the otrs new ticket requests?
> 
> Thank you in advance.
> Daniele
> 
> Andy Lubel ha scritto:
>> They may want to have a customer or agent backend that's not tied into LDAP?
>> 
>> If that's so, Ive never done it but there is some rather weak documentation
>> @ otrs on how to do it:
>> 
>> http://doc.otrs.org/2.2/en/html/x1572.html#multiple-customer-backends
>> 
>> Sorry I cant help too much since we are 100% ldap backended :(
>> 
>> -Andy
>> 
>> 
>> On 11/8/07 10:37 AM, "Kurt OConnor" <[EMAIL PROTECTED]> wrote:
>> 
>>   
>>> There shouldn't be a need, to have both DB and LDAP Admin auth.  The SQL
>>> query that Daniele is offering will give an LDAP user admin rights.
>>> Then there shouldn't be a need for a DB Admin to login ever again.
>>> 
>>> 
>>> Kurt O'Connor
>>> Linn State Technical College
>>> [EMAIL PROTECTED]
>>> 573-897-5275
>>> --
>>> -Original Message-
>>> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
>>> Daniele
>>> Sent: Thursday, November 08, 2007 2:51 AM
>>> To: User questions and discussions about OTRS.org
>>> Subject: Re: [otrs] two problems with LDAP authentication
>>> 
>>> Thank you both.
>>> Yes, I already used the new syntax for UserSyncLDAPMap.
>>> I also got inside OTRS as admin using DB auth and I added to my LDAP
>>> account admin rights.
>>> 
>>> My problem is that I can not use both authentications at the same time
>>> FOR ADMIN AND AGENTS. I use DB auth OR LDAP auth, non both.
>>> It this possible? If so, how?
>>> 
>>> My second problem is that if I get into OTRS 2.2.3 through DB
>>> authentication the [ User Management ] area of the admin > [ User ]
>>> section is ok, otherwise I can't see the user field. See attachment.
>>> 
>>> Any suggestion?
>>> Thank you in advance.
>>> Daniele
>>> 
>>>> That's for old version the new version, the syntax is as follows:
>>>> 
>>>>  # UserSyncLDAPMap
>>>>  # (map if agent should create/synced from LDAP to DB after login)
>>>>  $Self->{UserSyncLDAPMap} = {
>>>>  # DB -> LDAP
>>>>  UserFirstname => 'givenName',
>>>>  UserLastname => 'sn',
>>>>  UserEmail => 'mail',
>>>>  };
>>&

Re: [otrs] Creating a new user agent (Postgres, Mac OSX)

[Andy Lubel]

Im still having a HELL of a time getting the built in perl to CPAN me up
some needed OTRS modules.

Just got approval for testing with a  userland perl (activeperl).  Should
have that done today and I will hopefully not get the same problem as you so
we can say you did something wrong :)

That would really stink if OTRS just didn't work in Leopard..

-Andy


On 11/8/07 8:38 PM, "Manoj Patwardhan" <[EMAIL PROTECTED]> wrote:

> Hi Andy,
> 
> FWIW, I tried the installation with MySQL and get the same error as I
> did before with Postgres. Just cannot create a user agent.
> 
> Thanks,
> Manoj
> 
> 
> On Nov 6, 2007, at 10:21 AM, Andy Lubel wrote:
> 
>> Yeah, I'm still PPC here and its a little different than the intel
>> perl I
>> suspect.
>> 
>> xservedev:~ root# perl --version
>> 
>> This is perl, v5.8.8 built for darwin-thread-multi-2level
>> 
>> What's yours say?
>> 
>> 
>> 
>> 
>> On 11/6/07 10:18 AM, "Manoj Patwardhan" <[EMAIL PROTECTED]> wrote:
>> 
>>>> Can you give me any insight into how you installed the needed
>>>> modules or did
>>>> you upgrade your OSX to a later version without erasing the disk?
>>> 
>>> It was a clean install of Leopard (after erasing the disk).
>>> 
>>> To install the modules I used the CPAN shell running as root. It just
>>> worked first shot.
>>> 
>>>> Im having a hell of a time just installing Date::Pcalc..
>>>> 
>>>> What architecture are you on, PPC or Intel?
>>> 
>>> Intel.
>>> 
>>> - Manoj
>>> 
>>> 
>>>> On 11/6/07 8:52 AM, "Manoj Patwardhan" <[EMAIL PROTECTED]> wrote:
>>>> 
>>>>> Hi Andy,
>>>>> 
>>>>> Here's the result of my running otrs.checkmodules:
>>>>> 
>>>>>CGI ... ok
>>>>>Date::Pcalc ... ok
>>>>>   Date::Format ... ok
>>>>>DBI ... ok
>>>>>  DBD::mysql ... not installed! (required - use "perl -
>>>>> MCPAN -
>>>>> e shell;")
>>>>>Digest::MD5 ... ok
>>>>>   Crypt::PasswdMD5 ... ok
>>>>> LWP::UserAgent ... ok
>>>>> IO::Scalar ... ok
>>>>>   IO::Wrap ... ok
>>>>>   MIME::Base64 ... ok
>>>>>MIME::Tools ... ok
>>>>> Mail::Internet ... ok
>>>>>   Net::DNS ... ok
>>>>>  Net::POP3 ... ok
>>>>>  Net::LDAP ... ok
>>>>>  Net::SMTP ... ok
>>>>>   Authen::SASL ... ok
>>>>> GD ... ok
>>>>>   GD::Text ... ok
>>>>>  GD::Graph ... ok
>>>>>   GD::Graph::lines ... ok
>>>>>GD::Text::Align ... ok
>>>>>XML::Parser ... ok
>>>>>  PDF::API2 ... ok
>>>>> Compress::Zlib ... ok
>>>>> 
>>>>> Note that I am using Postgres so I shouldn't really need
>>>>> DBD::mysql.
>>>>> 
>>>>> Thanks,
>>>>> - Manoj
>>>>> 
>>>>> 
>>>>> On Nov 5, 2007, at 5:48 PM, Andy Lubel wrote:
>>>>> 
>>>>>> Wow, this is proving annoying to do.. Taking more effort than I
>>>>>> expected,
>>>>>> the perl installed is multi-threaded
>>>>>> 
>>>>>> Can you paste your otrs.checkmodules?
>>>>>> 
>>>>>> This is mine:
>>>>>> 
>>>>>>  CGI ... ok
>>>>>>   Date::Pcalc ... not installed!
>>>>>>  Date::Format ... not installed!
>>>>>>  DBI ... ok
>>>>>>DBD::mysql ... not installed!
>>>>>>  Digest::MD5 ... ok
>>>>>>  Crypt::PasswdMD5 ... not installed!
>>>>>>   LWP::UserAgent ... ok
>>>>>>   IO::Scalar ... ok
>>>>>> IO::Wrap ... ok
>>>>>> MIME::Base64 ... ok
>>>>>>  MIME::Tools ... ok
>>>>>>   Mail::Internet ... ok
>>>>>> Net::DNS ... version 0.60 is not useable with OTRS. Please
>>>>>> use
>>>>>> an older or an newer on

Re: [otrs] two problems with LDAP authentication

[Andy Lubel]

They may want to have a customer or agent backend that's not tied into LDAP?

If that's so, Ive never done it but there is some rather weak documentation
@ otrs on how to do it:

http://doc.otrs.org/2.2/en/html/x1572.html#multiple-customer-backends

Sorry I cant help too much since we are 100% ldap backended :(

-Andy


On 11/8/07 10:37 AM, "Kurt OConnor" <[EMAIL PROTECTED]> wrote:

> There shouldn't be a need, to have both DB and LDAP Admin auth.  The SQL
> query that Daniele is offering will give an LDAP user admin rights.
> Then there shouldn't be a need for a DB Admin to login ever again.
> 
> 
> Kurt O'Connor
> Linn State Technical College
> [EMAIL PROTECTED]
> 573-897-5275
> --
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
> Daniele
> Sent: Thursday, November 08, 2007 2:51 AM
> To: User questions and discussions about OTRS.org
> Subject: Re: [otrs] two problems with LDAP authentication
> 
> Thank you both.
> Yes, I already used the new syntax for UserSyncLDAPMap.
> I also got inside OTRS as admin using DB auth and I added to my LDAP
> account admin rights.
> 
> My problem is that I can not use both authentications at the same time
> FOR ADMIN AND AGENTS. I use DB auth OR LDAP auth, non both.
> It this possible? If so, how?
> 
> My second problem is that if I get into OTRS 2.2.3 through DB
> authentication the [ User Management ] area of the admin > [ User ]
> section is ok, otherwise I can't see the user field. See attachment.
> 
> Any suggestion?
> Thank you in advance.
> Daniele
>> That's for old version the new version, the syntax is as follows:
>> 
>>  # UserSyncLDAPMap
>>  # (map if agent should create/synced from LDAP to DB after login)
>>  $Self->{UserSyncLDAPMap} = {
>>  # DB -> LDAP
>>  UserFirstname => 'givenName',
>>  UserLastname => 'sn',
>>  UserEmail => 'mail',
>>  };
>> 
>> You will also need to go into the database once you log in for the
>> first time (with no rights but the defaults), log back out and do an
>> update in the system_user table to make your LDAP account the new
> admin.
>> 
>> Good news is I am building a test environment today so if you have
>> trouble doing that update query to make your account the admin, I
>> could paste the SQL code to make that happen :)
>> 
>> 
>> -Andy
>> 
>> 
>> 
>> On 11/7/07 12:32 PM, "Kurt OConnor" <[EMAIL PROTECTED]>
> wrote:
>> 
>>   
>>> Check that you have the right names for this mapping.
>>> 
>>> 
>>> # UserSyncLDAPMap
>>> # (map if agent should create/synced from LDAP to DB after login)
>>> $Self->{UserSyncLDAPMap} = {
>>> # DB -> LDAP
>>> Firstname => 'givenName',
>>> Lastname => 'sn',
>>> Email => 'mail',
>>> };
>>> 
>>> 
>>> Kurt O'Connor
>>> Linn State Technical College
>>> [EMAIL PROTECTED]
>>> 573-897-5275
>>> --
>>> -Original Message-
>>> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf
>>> Of Daniele
>>> Sent: Wednesday, November 07, 2007 8:05 AM
>>> To: otrs@otrs.org
>>> Subject: [otrs] two problems with LDAP authentication
>>> 
>>> I updated otrs from 2.0.4 to 2.2.3 yesterday on my debian server.
>>> I didn't change the db. I am still using the previous installation
>>> mySQL db.
>>> 
>>> Today, if I use internal DB authentication I can get inside my OTRS
>>> as admin and all is fine.
>>> 
>>> But, if I change my kernel/config.pm to use LDAP authentication, I
>>> get the following two problems.
>>> 
>>> 1st. I no longer can get in as DB admin, I MUST use a different admin
> 
>>> account from MS AD.
>>> 2nd. I no longer can get/see the edit field to enter user names on
>>> the left side of the [ User Management ] area of the admin > [ User ]
> 
>>> section
>>> 
>>> Can someone help me, please?
>>> Thank you in advance.
>>> Daniele
>>> ___
>>> 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/
>>> NOTE: 
>>> 
>>> This e-mail transmission may contain confidential information.
>>> If you are not the intended recipient, employee or agent responsible
>>> for delivering this information to the intended recipient,
>>> unauthorized disclosure, copying, distribution or use of the contents
> 
>>> of this transmission is strictly prohibited.  If you have received
>>> this e-mail in error, please immediately notify the sender and delete
> 
>>> it from your computer. Thank you for your compliance.
>>> ___
>>> 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 consult

Re: [otrs] Installing on a shared hosted server

[Andy Lubel]

I have yet to meet a *NIX that has them the first time I run
otrs.checkModules but I admit, I don't play much with the commercial
distros.  I have also never installed OTRS any other way than the source
install :)

What hosting company using shared virtual servers OR OS distribution just
has the needed perl modules already installed?  That interests me because a
lot of times I need to stand otrs up for little demos.

I do agree on the mod_perl thing, never needed it and we have over 200,000
tickets right now in our production system.  50 agents and over 900 unique
customers.

-Andy

PS - Richard, I really like the way you made OTRS look in your screenshots!
http://besite.nl/pagina/webapplicaties/email-response-management.html
We can talk offline about possibly theming our OTRS :)



On 11/7/07 1:36 PM, "Richard Hinkamp - BeSite" <[EMAIL PROTECTED]> wrote:

> Same here...
> 
> Jo Rhett wrote:
>> Just FYI we're using OTRS on three separate virtual shared servers no
>> problem.  No modifications to the code at all to handle it, just out of
>> the box installation.
>> 
>> You don't need to modify the apache configuration (that I can see
>> anyway) and you certainly don't need mod_perl.  (and if you have high
>> enough load to need mod_perl then you're going to want a dedicated
>> system anyway)
> ___
> 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 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/

Re: [otrs] RE: otrs Digest, Vol 51, Issue 64

[Andy Lubel]

Thanks for the level of detail, I think I have good news for you!

In Sysconfig you could expose locked tickets via "Ticket Status view" and
that allows you (or any user with rights on the queue) to add a note into a
"locked" ticket owned by another user as well as if you were the owner.

This is part of my sysconfig that exposes that "Ticket Status view" to the
navbar:

$Self->{'Frontend::Module'}->{'AgentTicketStatusView'} =  {
  'NavBar' => [
{
  'Prio' => '110',
  'Block' => '',
  'Image' => 'overview.png',
  'NavBar' => 'Ticket',
  'Type' => '',
  'AccessKey' => 'v',
  'Description' => 'Overview of all open Tickets',
  'Name' => 'StatusView',
  'Link' => 'Action=AgentTicketStatusView'
}
  ],
  'GroupRo' => [
 'StatusViewReaders'
   ],
  'NavBarName' => 'Ticket',
  'Description' => 'Overview of all open tickets',
  'Title' => 'Status View',
  'Group' => [
   'SuperAdmin',
   'admin'
 ]
};


Don't just add this into the config.pm.. You can find it in sysconfig..
Somewhere I cant remember :)

If I must I can locate it again but I encourage new admins to rummage
through the 2500 or so configuration/customization options available.

Can you let the list know if that works out for your needs?

-Andy


On 11/7/07 1:24 PM, "Jo Rhett" <[EMAIL PROTECTED]> wrote:

> If it was better implemented then yeah, Andy, I would agree with
> you.  But the locking system in OTRS doesn't distinguish between "I'm
> busy working on this" and "I just stuck a note on it then left for
> lunch".
> 
> If I want to lock a ticket I'm working on, you're right the system
> should allow that.  But OTRS requiring a lock to even stick a note on
> a ticket is absurd.
> 
> On Oct 31, 2007, at 9:52 AM, Andy Lubel wrote:
>> These aren't "stupid" alternatives, more like warnings/caveats from
>> real
>> world implementations.
>> 
>> "DANGER WILL ROBINSON"
>> 
>> The implications of disabling what some of us consider to be a core
>> functionality of a multi-user helpdesk system should be presented.
>> 
>> "Fools learn from their own mistakes while the Wise Men learn from the
>> mistakes of the Fool"
>> 
>> Good luck in whatever choice you make,
>> 
>> Andy
>> 
>> 
>> 
>> On 10/31/07 8:36 AM, "Mujtaba Karim" <[EMAIL PROTECTED]> wrote:
>> 
>>> Guys leave it if you cant do it then don't suggest stupid alternates
>>> The guy clearly said he needs to disable the lock system
>>> 
>>> Here is how
>>> 
>>> 
>>> In SysConfig, you must disable RequiredLock in these pages
>>> 
>>> Frontend::Agent::Ticket::ViewBounce
>>> 
>>> Frontend::Agent::Ticket::ViewClose
>>> 
>>> Frontend::Agent::Ticket::ViewCompose
>>> 
>>> Frontend::Agent::Ticket::ViewForward
>>> 
>>> Frontend::Agent::Ticket::ViewMerge
>>> 
>>> Frontend::Agent::Ticket::ViewPending
>>> 
>>> Frontend::Agent::Ticket::ViewPhoneOutbound
>>> 
>>> Frontend::Agent::Ticket::ViewPriority
>>> 
>>> 
>>> 
>>> In general, check all ..View.. pages to see wether RequiredLock is
>>> enabled.
>>> 
>>> 
>>> 
>>> Then, you can disable the links to locks: unchek
>>> 
>>> Ticket::Frontend::MenuModule###100Lock:
>>> 
>>> Ticket::Frontend::MenuModule###400-Owner:
>>> 
>>> in Frontend::Agent::Ticket::MenuModule
>>> 
>>> and Frontend::Agent::Ticket::MenuModulePre
>>> 
>>> 
>>> 
>>> I've done these modification and worked fine without locks for a
>>> while in
>>> the past
>>> 
>>> 
>>> 
>>> 
>>> 
>>> Additionally, you might also want to disable
>>> 
>

Re: [otrs] Prevent Wrapping of URLs in Tickets Created By Emailing

[Andy Lubel]

I do believe that stems from 2 things, one is the client/agent browser and
the other is the email client.

http://www.mail-archive.com/otrs@otrs.org/msg16922.html

-Andy


On 11/7/07 12:45 PM, "Brett Davis" <[EMAIL PROTECTED]> wrote:

> Hello,
> 
> Is there any way to  make it so that URLs that my customers/users email in
> to create tickets do not get wrapped to a new line?  I understand and can
> deal with the line wrapping in the emailed "" notification that there
> is a new ticket as below but the links that are in the ticket within the
> agent interface are also being wrapped which makes them unusable without
> piecing them back together.  If I create tickets using the "Phone-Ticket" or
> "Email-Ticket" icons in the agent web interface, or as a customer through
> the customer web interface, the visible text of the URLs is clipped and
> replace with a "[...]" but the actual link at least still works which is
> perfect.  The tickets that get created via emails sent in to OTRS always end
> up being wrapped and broken though.  We can of course get by by piecing the
> links back together manually but it is somewhat annoying.  Is there any way
> to make OTRS handle/display URLs in tickets that are emailed in the same way
> it handles the ones created via the web forms?
> 
> Thanks
> 
> 
> Brett Davis
> Information Systems
> Network/Telecom Manager
> Dynojet Research, Inc.
> www.dynojet.com
> 
> -Original Message-
> From: OTRS Notification Master [mailto:[EMAIL PROTECTED]
> Sent: Wednesday, November 07, 2007 09:23
> To: [EMAIL PROTECTED]
> Subject: [Ticket#200711071024] New ticket notification! (No Subject)
> 
> Hi Brett,
> 
> there is a new ticket in "IS::Tickets::Web"!
> 
> "Dusty Schaller" <[EMAIL PROTECTED]> wrote:
> 
> 
>> 
> http://www.powercommander.com/powercommander_iii_usb/powercommander_all_down
>> loads.aspx?mk=8
>> 
> > nloads.aspx?mk=8&mdl=62&yr=2006> &mdl=62&yr=2006
>> 
>>  
>> 
>> map -009 is listed twice
>> 
>>  
>> 
>> Dustin Schaller
>> 
>> Powersports Technical Support Manager
>> 
>> Dynojet Research
>> 
>> 800-992-4993
>> 
>> www.dynojet.com
>> 
>> www.powercommander.com
>> 
>>  
> 
> 
> http://helpdesk.dynojetcorp.com/otrs/index.pl?Action=AgentZoom&TicketID=302
> 
> Your OTRS Notification Master
> 
> 
> 
> 
> ___
> 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 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/

Re: [otrs] two problems with LDAP authentication

[Andy Lubel]

That's for old version the new version, the syntax is as follows:

 # UserSyncLDAPMap
 # (map if agent should create/synced from LDAP to DB after login)
 $Self->{UserSyncLDAPMap} = {
 # DB -> LDAP
 UserFirstname => 'givenName',
 UserLastname => 'sn',
 UserEmail => 'mail',
 }; 

You will also need to go into the database once you log in for the first
time (with no rights but the defaults), log back out and do an update in the
system_user table to make your LDAP account the new admin.

Good news is I am building a test environment today so if you have trouble
doing that update query to make your account the admin, I could paste the
SQL code to make that happen :)


-Andy



On 11/7/07 12:32 PM, "Kurt OConnor" <[EMAIL PROTECTED]> wrote:

> Check that you have the right names for this mapping.
> 
> 
> # UserSyncLDAPMap
> # (map if agent should create/synced from LDAP to DB after login)
> $Self->{UserSyncLDAPMap} = {
> # DB -> LDAP
> Firstname => 'givenName',
> Lastname => 'sn',
> Email => 'mail',
> }; 
> 
> 
> Kurt O'Connor
> Linn State Technical College
> [EMAIL PROTECTED]
> 573-897-5275
> --
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
> Daniele
> Sent: Wednesday, November 07, 2007 8:05 AM
> To: otrs@otrs.org
> Subject: [otrs] two problems with LDAP authentication
> 
> I updated otrs from 2.0.4 to 2.2.3 yesterday on my debian server.
> I didn't change the db. I am still using the previous installation mySQL
> db.
> 
> Today, if I use internal DB authentication I can get inside my OTRS as
> admin and all is fine.
> 
> But, if I change my kernel/config.pm to use LDAP authentication, I get
> the following two problems.
> 
> 1st. I no longer can get in as DB admin, I MUST use a different admin
> account from MS AD.
> 2nd. I no longer can get/see the edit field to enter user names on the
> left side of the [ User Management ] area of the admin > [ User ]
> section
> 
> Can someone help me, please?
> Thank you in advance.
> Daniele
> ___
> 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/
> NOTE: 
> 
> This e-mail transmission may contain confidential information.
> If you are not the intended recipient, employee or agent responsible
> for delivering this information to the intended recipient,
> unauthorized disclosure, copying, distribution or use of the
> contents of this transmission is strictly prohibited.  If you have
> received this e-mail in error, please immediately notify the sender
> and delete it from your computer. Thank you for your compliance.
> ___
> 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 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/

Re: [otrs] Installing on a shared hosted server

[Andy Lubel]

Just be advised:

Installing OTRS without root permissions and restricted access to the
system is heavy or even inpossible depending on the system you or your
provider is using. We recomment to use a dedicated root server to run
OTRS where the environment fids the needs of OTRS, web hosting
environments very ofthen do not include the system features needed to run
OTRS properly (full access to the apache configuration, adding and editing
cron jobs, using mod_perl, e.g.).

http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=31&ItemID=235



On 11/7/07 10:11 AM, "Richard Hinkamp - BeSite" <[EMAIL PROTECTED]> wrote:

>> Not possible.
> 
> Is possible.
> When the server has all perl modules, you can upload OTRS and with the
> correct config it will run. The only thing you probably need is a way to
> install cronjobs (POP3 fetching, pendingjobs). When you have a web
> interface for that, you should be ok.
> 
> Richard
> ___
> 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 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/

Re: [otrs] Installing on a shared hosted server

[Andy Lubel]

Not possible.

Good news though, 90% of web hosting companies (I use joyent/textdrive) give
shell access, and tons of other useful services for <15$ a month.

Only problem is you better hope that they have all the little perl modules
installed :)

Ideal situation is to get some type of virtual host.  Theses types of
virtualized offerings are getting cheaper all the time.


-Andy



On 11/7/07 2:04 AM, "Nishen Naidu" <[EMAIL PROTECTED]> wrote:

> Hi,
>  
> Is it possible to install OTRS on a shared hosted server where there is no
> access
> to the terminal(command line)?
> If so, are there any instructions on how to do it?
>  
> Thanks
> Nishen
> 
> 
> ___
> 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 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/

Re: [otrs] Upgrade OTRS v. 2.0.4 to v. 2.2.3

[Andy Lubel]

I¹m guessing you are using LDAP?  If not just disregard..

Most notably is in the old otrs it(the Config.pm) was:

# UserSyncLDAPMap
# (map if agent should create/synced from LDAP to DB after login)
$Self->{UserSyncLDAPMap} = {
# DB -> LDAP
Firstname => 'givenName',
Lastname => 'sn',
Email => 'mail',
};
--
If so make sure that it looks like this now:

# UserSyncLDAPMap
# (map if agent should create/synced from LDAP to DB after login)
$Self->{UserSyncLDAPMap} = {
# DB -> LDAP
UserFirstname => 'givenName',
UserLastname => 'sn',
UserEmail => 'mail',
};

That got me for about 45 minutes until I looked into the OTRS logs and saw
the error it was logging.

-Andy


On 11/6/07 2:19 PM, "touraman traore" <[EMAIL PROTECTED]> wrote:

> Hi All,
> I tried the upgrade this weekend on a test server. I'm getting this error
> message: Panic! No UserData!!!...
>  I followed the instructions below.
> Any thoughts?
> Thanks for your help...
> 
> On 10/18/07, Franz Ferdinand Esberger <[EMAIL PROTECTED]
>  > wrote:
>> Ivan De Masi schrieb am 17.10.2007 17:12 Uhr:
>>> > Hello,
>>> >
>>> > we have a bit older installation of OTRS (v. 2.0.4 from the
>>> > sources) and want to upgrade to v. 2.2.3. Can this be realized in
>>> > one step or do I have to install some versions beetween (e.g. 2.1.
>>> > an than 2.2. etc.) Has anyone expierence in such a major upgrade,
>>> > especially with possible problems with the database (mysql) etc.
>>> >
>>> > I have found this post in this month with very helpful hints:
>>> > http://lists.otrs.org/pipermail/otrs/2007-October/020536.html
>>> >
>>> > Is there somebody having also any other experience - any feedback
>>> > is welcome!
>>> >
>> 
>> We run OTRS since the 1.3.x Series, upgraded to 2.0.4 and now to 2.2.1
>> recently. We are running with the same DB holding the Tickets ever
>> since and are happy with this.
>> 
>> The only thing you have to asure is to execute EVERY DB Upgrade Skript
>> since your actual Version:
>> 
>> .) backup everything eg.:
>> cp -r /opt/otrs/Kernel/ 
>> /usr/bin/mysqldump -A -u otrs -p /backup.sql
>> cat crontab -u otrs -e > 
>> .) make sure you backuped everything
>> .) update source to 2.2.x (our your desired Version)
>> .) execute upgrade skript  to 2.x
>> .) execute upgrade skript  to 2.1
>> .) execute upgrade skript  to 2.2
>> 
>> Worked like a charm for me.
>> 
>> hth
>> 
>> 
>> 
>> ___
>> 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 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 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/

Re: [otrs] Creating a new user agent (Postgres, Mac OSX)

[Andy Lubel]

Yeah, I'm still PPC here and its a little different than the intel perl I
suspect.

xservedev:~ root# perl --version

This is perl, v5.8.8 built for darwin-thread-multi-2level

What's yours say?




On 11/6/07 10:18 AM, "Manoj Patwardhan" <[EMAIL PROTECTED]> wrote:

>> Can you give me any insight into how you installed the needed
>> modules or did
>> you upgrade your OSX to a later version without erasing the disk?
> 
> It was a clean install of Leopard (after erasing the disk).
> 
> To install the modules I used the CPAN shell running as root. It just
> worked first shot.
> 
>> Im having a hell of a time just installing Date::Pcalc..
>> 
>> What architecture are you on, PPC or Intel?
> 
> Intel.
> 
> - Manoj
> 
> 
>> On 11/6/07 8:52 AM, "Manoj Patwardhan" <[EMAIL PROTECTED]> wrote:
>> 
>>> Hi Andy,
>>> 
>>> Here's the result of my running otrs.checkmodules:
>>> 
>>> CGI ... ok
>>> Date::Pcalc ... ok
>>>Date::Format ... ok
>>> DBI ... ok
>>>   DBD::mysql ... not installed! (required - use "perl -
>>> MCPAN -
>>> e shell;")
>>> Digest::MD5 ... ok
>>>Crypt::PasswdMD5 ... ok
>>>  LWP::UserAgent ... ok
>>>  IO::Scalar ... ok
>>>IO::Wrap ... ok
>>>MIME::Base64 ... ok
>>> MIME::Tools ... ok
>>>  Mail::Internet ... ok
>>>Net::DNS ... ok
>>>   Net::POP3 ... ok
>>>   Net::LDAP ... ok
>>>   Net::SMTP ... ok
>>>Authen::SASL ... ok
>>>  GD ... ok
>>>GD::Text ... ok
>>>   GD::Graph ... ok
>>>GD::Graph::lines ... ok
>>> GD::Text::Align ... ok
>>> XML::Parser ... ok
>>>   PDF::API2 ... ok
>>>  Compress::Zlib ... ok
>>> 
>>> Note that I am using Postgres so I shouldn't really need DBD::mysql.
>>> 
>>> Thanks,
>>> - Manoj
>>> 
>>> 
>>> On Nov 5, 2007, at 5:48 PM, Andy Lubel wrote:
>>> 
>>>> Wow, this is proving annoying to do.. Taking more effort than I
>>>> expected,
>>>> the perl installed is multi-threaded
>>>> 
>>>> Can you paste your otrs.checkmodules?
>>>> 
>>>> This is mine:
>>>> 
>>>>   CGI ... ok
>>>>Date::Pcalc ... not installed!
>>>>   Date::Format ... not installed!
>>>>   DBI ... ok
>>>> DBD::mysql ... not installed!
>>>>   Digest::MD5 ... ok
>>>>   Crypt::PasswdMD5 ... not installed!
>>>>LWP::UserAgent ... ok
>>>>IO::Scalar ... ok
>>>>  IO::Wrap ... ok
>>>>  MIME::Base64 ... ok
>>>>   MIME::Tools ... ok
>>>>Mail::Internet ... ok
>>>>  Net::DNS ... version 0.60 is not useable with OTRS. Please
>>>> use
>>>> an older or an newer one.
>>>> Net::POP3 ... ok
>>>> Net::LDAP ... ok
>>>> Net::SMTP ... ok
>>>>  Authen::SASL ... ok
>>>> GD ... not installed! (for stats - not required)
>>>>   GD::Text ... not installed! (for stats - not required)
>>>>  GD::Graph ... not installed! (for stats - not required)
>>>>   GD::Graph::lines ... not installed! (for stats - not required)
>>>>GD::Text::Align ... not installed! (for stats - not required)
>>>>   XML::Parser ... ok
>>>>  PDF::API2 ... not installed! (for PDF output - not
>>>> required)
>>>>Compress::Zlib ... ok
>>>> 
>>>> 
>>>> UGH.  Well good news is I have a support contract, where they say
>>>> they
>>>> support "OS X".
>>>> 
>>>> -Andy
>>>> 
>>>> 
>>>> 
>>>> On 11/4/07 11:00 AM, "Manoj Patwardhan" <[EMAIL PROTECTED]> wrote:
>>>> 
>>>>> Thanks Andy! Your help is greatly appreciated.
>>>>> 
>>>>> - Manoj Patwardhan
>>>>> 
>>>>> On Nov 4, 2007, at 10:53 AM, Andy Lubel wrote:
>>>>> 
>>>>>> dude, leopard has been out for a week.. us experts havent had a
>>>>&g

Re: [otrs] Creating a new user agent (Postgres, Mac OSX)

[Andy Lubel]

Can you give me any insight into how you installed the needed modules or did
you upgrade your OSX to a later version without erasing the disk?

Im having a hell of a time just installing Date::Pcalc..

What architecture are you on, PPC or Intel?

Thanks,

-Andy


On 11/6/07 8:52 AM, "Manoj Patwardhan" <[EMAIL PROTECTED]> wrote:

> Hi Andy,
> 
> Here's the result of my running otrs.checkmodules:
> 
>  CGI ... ok
>  Date::Pcalc ... ok
> Date::Format ... ok
>  DBI ... ok
>DBD::mysql ... not installed! (required - use "perl -MCPAN -
> e shell;")
>  Digest::MD5 ... ok
> Crypt::PasswdMD5 ... ok
>   LWP::UserAgent ... ok
>   IO::Scalar ... ok
> IO::Wrap ... ok
> MIME::Base64 ... ok
>  MIME::Tools ... ok
>   Mail::Internet ... ok
> Net::DNS ... ok
>Net::POP3 ... ok
>Net::LDAP ... ok
>Net::SMTP ... ok
> Authen::SASL ... ok
>   GD ... ok
> GD::Text ... ok
>GD::Graph ... ok
> GD::Graph::lines ... ok
>  GD::Text::Align ... ok
>  XML::Parser ... ok
>PDF::API2 ... ok
>   Compress::Zlib ... ok
> 
> Note that I am using Postgres so I shouldn't really need DBD::mysql.
> 
> Thanks,
> - Manoj
> 
> 
> On Nov 5, 2007, at 5:48 PM, Andy Lubel wrote:
> 
>> Wow, this is proving annoying to do.. Taking more effort than I
>> expected,
>> the perl installed is multi-threaded
>> 
>> Can you paste your otrs.checkmodules?
>> 
>> This is mine:
>> 
>>CGI ... ok
>> Date::Pcalc ... not installed!
>>Date::Format ... not installed!
>>DBI ... ok
>>  DBD::mysql ... not installed!
>>Digest::MD5 ... ok
>>Crypt::PasswdMD5 ... not installed!
>> LWP::UserAgent ... ok
>> IO::Scalar ... ok
>>   IO::Wrap ... ok
>>   MIME::Base64 ... ok
>>MIME::Tools ... ok
>> Mail::Internet ... ok
>>   Net::DNS ... version 0.60 is not useable with OTRS. Please
>> use
>> an older or an newer one.
>>  Net::POP3 ... ok
>>  Net::LDAP ... ok
>>  Net::SMTP ... ok
>>   Authen::SASL ... ok
>>  GD ... not installed! (for stats - not required)
>>GD::Text ... not installed! (for stats - not required)
>>   GD::Graph ... not installed! (for stats - not required)
>>GD::Graph::lines ... not installed! (for stats - not required)
>> GD::Text::Align ... not installed! (for stats - not required)
>>XML::Parser ... ok
>>   PDF::API2 ... not installed! (for PDF output - not required)
>> Compress::Zlib ... ok
>> 
>> 
>> UGH.  Well good news is I have a support contract, where they say they
>> support "OS X".
>> 
>> -Andy
>> 
>> 
>> 
>> On 11/4/07 11:00 AM, "Manoj Patwardhan" <[EMAIL PROTECTED]> wrote:
>> 
>>> Thanks Andy! Your help is greatly appreciated.
>>> 
>>> - Manoj Patwardhan
>>> 
>>> On Nov 4, 2007, at 10:53 AM, Andy Lubel wrote:
>>> 
>>>> dude, leopard has been out for a week.. us experts havent had a
>>>> chance
>>>> to test yet, although it should work.  major difference that i can
>>>> think
>>>> of being apache.
>>>> 
>>>> ill be running through an install on my dev environment with leopard
>>>> and
>>>> will try to replicate your issue.  only thing is i use mysql instead
>>>> of
>>>> postgress.
>>>> 
>>>> 
>>>> -Andy Lubel
>>>> 
>>>> 
>>>> 
>>>> 
>>>> -Original Message-
>>>> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf
>>>> Of
>>>> Manoj Patwardhan
>>>> Sent: Sunday, November 04, 2007 9:40 AM
>>>> To: otrs@otrs.org
>>>> Subject: [otrs] Creating a new user agent (Postgres, Mac OSX)
>>>> 
>>>> I downloaded OTRS 2.2.3 to install on Mac OS 10.5 (Leopard) and want
>>>> to
>>>> use Postgres as the back end.
>>>> 
>>>> I followed instructions and was able to eventually log in as
>>>> [EMAIL PROTECTED] and create groups and roles. However, when I try to
>>>> create a new user agent, nothing happens. I looked at the Apach

Re: [otrs] Creating a new user agent (Postgres, Mac OSX)

[Andy Lubel]

Wow, this is proving annoying to do.. Taking more effort than I expected,
the perl installed is multi-threaded

Can you paste your otrs.checkmodules?

This is mine:

 CGI ... ok
  Date::Pcalc ... not installed!
 Date::Format ... not installed!
 DBI ... ok
   DBD::mysql ... not installed!
 Digest::MD5 ... ok
 Crypt::PasswdMD5 ... not installed!
  LWP::UserAgent ... ok
  IO::Scalar ... ok
IO::Wrap ... ok
MIME::Base64 ... ok
 MIME::Tools ... ok
  Mail::Internet ... ok
Net::DNS ... version 0.60 is not useable with OTRS. Please use
an older or an newer one.
   Net::POP3 ... ok
   Net::LDAP ... ok
   Net::SMTP ... ok
Authen::SASL ... ok
   GD ... not installed! (for stats - not required)
 GD::Text ... not installed! (for stats - not required)
GD::Graph ... not installed! (for stats - not required)
 GD::Graph::lines ... not installed! (for stats - not required)
  GD::Text::Align ... not installed! (for stats - not required)
 XML::Parser ... ok
PDF::API2 ... not installed! (for PDF output - not required)
  Compress::Zlib ... ok


UGH.  Well good news is I have a support contract, where they say they
support "OS X".

-Andy



On 11/4/07 11:00 AM, "Manoj Patwardhan" <[EMAIL PROTECTED]> wrote:

> Thanks Andy! Your help is greatly appreciated.
> 
> - Manoj Patwardhan
> 
> On Nov 4, 2007, at 10:53 AM, Andy Lubel wrote:
> 
>> dude, leopard has been out for a week.. us experts havent had a chance
>> to test yet, although it should work.  major difference that i can
>> think
>> of being apache.
>> 
>> ill be running through an install on my dev environment with leopard
>> and
>> will try to replicate your issue.  only thing is i use mysql instead
>> of
>> postgress.
>> 
>> 
>> -Andy Lubel
>> 
>> 
>> 
>> 
>> -Original Message-
>> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf
>> Of
>> Manoj Patwardhan
>> Sent: Sunday, November 04, 2007 9:40 AM
>> To: otrs@otrs.org
>> Subject: [otrs] Creating a new user agent (Postgres, Mac OSX)
>> 
>> I downloaded OTRS 2.2.3 to install on Mac OS 10.5 (Leopard) and want
>> to
>> use Postgres as the back end.
>> 
>> I followed instructions and was able to eventually log in as
>> [EMAIL PROTECTED] and create groups and roles. However, when I try to
>> create a new user agent, nothing happens. I looked at the Apache (2.2)
>> error log and the message I see is the following:
>> 
>> ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: darwin Time: Sun Nov  4 09:22:10
>> 2007, referer: http://expsupport/otrs/index.pl?Action=AdminUser
>> [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] , referer:
>> http://expsupport/otrs/index.pl?Action=AdminUser
>> [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1]  Message: Need
>> UserID!, referer: http://expsupport/otrs/index.pl?Action=AdminUser
>> [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] , referer:
>> http://expsupport/otrs/index.pl?Action=AdminUser
>> [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1]  Traceback
>> (858): , referer: http://expsupport/otrs/index.pl?Action=AdminUser
>> [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1]Module:
>> Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line: 49,
>> referer: http://expsupport/otrs/index.pl?Action=AdminUser
>> [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1]Module:
>> Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383, referer:
>> http://expsupport/otrs/index.pl?Action=AdminUser
>> [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1]Module:
>> Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214, referer:
>> http://expsupport/otrs/index.pl?Action=AdminUser
>> [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1]Module:
>> Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670, referer:
>> http://expsupport/otrs/index.pl?Action=AdminUser
>> [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1]Module: /
>> Users/manoj/exp/httproot/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47,
>> referer: http://expsupport/otrs/index.pl?Action=AdminUser
>> [Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] , referer:
>> http://expsupport/otrs/index.pl?Action=AdminUser
>> 
>> Any ideas what might be going on? I get a similar log when I try to
>> create a new customer account (using customer.pl).
>> 
>> Thanks!
>> --
>> Manoj Patwardhan
>> __

Re: [otrs] Windows OTRS and Active Directory

[Andy Lubel]

The config.pm is agnostic!

I could give you my OSX Config.pm and it would work :)


On 11/5/07 4:58 PM, "Ryan Stahl" <[EMAIL PROTECTED]> wrote:

> I have seen this but it¹s for opensuse linux not a windows 2003 server or the
> win32 package?
>  
> 
>  
>  
>  
> Thank you,
> Ryan S. Stahl
> True IT Department
> IT Technician
> MCSA
> (307) 266-0403
>  
> 
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Bart
> Verstricht
> Sent: Monday, November 05, 2007 2:43 PM
> To: User questions and discussions about OTRS.org
> Subject: RE: [otrs] Windows OTRS and Active Directory
>  
> 
> Tutorial with config example
> 
>  
> 
> http://trinityhome.org/Home/index.php?wpid=95&front_id=18
> <http://trinityhome.org/Home/index.php?wpid=95&front_id=18>
> 
>  
> 
> 
> Van: [EMAIL PROTECTED] namens Ryan Stahl
> Verzonden: ma 5/11/2007 18:28
> Aan: 'User questions and discussions about OTRS.org'
> Onderwerp: [otrs] Windows OTRS and Active Directory
> 
> Could someone who is using the windows OTRS and has it working with their
> Active directory send me a snap shot of your Config.pm file I cannot figure
> out what I am doing wrong.
>  
>  
>  
>  
> Thank you,
> Ryan S. Stahl
> True IT Department
> IT Technician
> MCSA
> (307) 266-0403
>  
> The information in this electronic mail message and any attached files is
> confidential and may be legally privileged. If you are not the intended
> recipient, delete this message and contact the sender immediately. Access to
> this message by anyone other than its intended recipient is unauthorized. You
> must not use or disseminate this information as it is proprietary property of
> the True companies. Communications on or through the True companies' computer
> systems may be monitored or recorded to secure effective system operation and
> for other lawful purposes. Thank you.
> 


Andy Lubel
Application Administrator / IT Department

GTSI Corp.
3901 Stonecroft Boulevard
Chantilly, VA 20151
Tel: 1.800.999.GTSI ext.2309
Dir: 703.502.2309
[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 or consulting for your OTRS system?
=> http://www.otrs.com/

RE: [otrs] Creating a new user agent (Postgres, Mac OSX)

[Andy Lubel]

dude, leopard has been out for a week.. us experts havent had a chance
to test yet, although it should work.  major difference that i can think
of being apache.

ill be running through an install on my dev environment with leopard and
will try to replicate your issue.  only thing is i use mysql instead of
postgress. 


-Andy Lubel




-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Manoj Patwardhan
Sent: Sunday, November 04, 2007 9:40 AM
To: otrs@otrs.org
Subject: [otrs] Creating a new user agent (Postgres, Mac OSX)

I downloaded OTRS 2.2.3 to install on Mac OS 10.5 (Leopard) and want to
use Postgres as the back end.

I followed instructions and was able to eventually log in as
[EMAIL PROTECTED] and create groups and roles. However, when I try to
create a new user agent, nothing happens. I looked at the Apache (2.2)
error log and the message I see is the following:

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: darwin Time: Sun Nov  4 09:22:10
2007, referer: http://expsupport/otrs/index.pl?Action=AdminUser
[Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] , referer:
http://expsupport/otrs/index.pl?Action=AdminUser
[Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1]  Message: Need
UserID!, referer: http://expsupport/otrs/index.pl?Action=AdminUser
[Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] , referer:
http://expsupport/otrs/index.pl?Action=AdminUser
[Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1]  Traceback
(858): , referer: http://expsupport/otrs/index.pl?Action=AdminUser
[Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1]Module:  
Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line: 49,
referer: http://expsupport/otrs/index.pl?Action=AdminUser
[Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1]Module:  
Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383, referer:
http://expsupport/otrs/index.pl?Action=AdminUser
[Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1]Module:  
Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214, referer:
http://expsupport/otrs/index.pl?Action=AdminUser
[Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1]Module:  
Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670, referer:
http://expsupport/otrs/index.pl?Action=AdminUser
[Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1]Module: / 
Users/manoj/exp/httproot/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47,
referer: http://expsupport/otrs/index.pl?Action=AdminUser
[Sun Nov 04 09:22:10 2007] [error] [client 127.0.0.1] , referer:
http://expsupport/otrs/index.pl?Action=AdminUser

Any ideas what might be going on? I get a similar log when I try to
create a new customer account (using customer.pl).

Thanks!
--
Manoj Patwardhan
___
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 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/

Re: [otrs] Can't load link backend module Kernel::System::LinkObject::FAQ! at /usr/share/otrs//Kernel/System/LinkObject.pm line 149

[Andy Lubel]

The FAQ was removed from the default installation, you need to download and
install the faq module.

http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=33&ItemID=250

Enjoy,

-Andy


On 11/2/07 2:11 PM, "Sebastian R. Wain" <[EMAIL PROTECTED]> wrote:

> Hi,
> 
> We just upgraded Ubuntu to Gutsy and the OTRS was upgraded too.
> But now when a user clicks on the zoom option we receive the message:
> "Can't load link backend module Kernel::System::LinkObject::FAQ!  at
> /usr/share/otrs//Kernel/System/LinkObject.pm line 149"
> 
> How can we solve it?
> 
> 
> Thanks,
> Sebastian
> ___
> 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 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/

Re: [otrs] LDAP and win32 OTRS

[Andy Lubel]

Once you have the requisites installed for making OTRS function, the editing
of the Config.pm is not OS specific.  Follow the OTRS doc on LDAP and search
the mailing list for examples.

http://doc.otrs.org/2.2/en/html/x1572.html#customer-backend-ldap -
The above annoys me.  OTRS never updated the 1.3 docs for agent backends and
specific hints for AD, which im sure is your LDAP backend.

Check this one too:
http://doc.otrs.org/1.3/en/html/ldap-integration.html

Sorry, no easy button!

-Andy


On 11/2/07 12:51 PM, "Ryan Stahl" <[EMAIL PROTECTED]> wrote:

> Iam having a hard time getting LDAP to authenticate customers. Not sure if Iam
> modifying the correct files or not. Could someone please help me out? It seems
> all the documentation is getting stuff to work on linux.
>  
>  
>  
> Ryan S. Stahl
> True Oil llc.
> IT Technician
> MCSA
>  
> The information in this electronic mail message and any attached files is
> confidential and may be legally privileged.  If you are not the intended
> recipient, delete this message and contact the sender immediately.  Access to
> this message by anyone other than its intended recipient is unauthorized.  You
> must not use or disseminate this information as it is proprietary property of
> the True companies.  Communications on or through the True companies' computer
> systems may be monitored or recorded to secure effective system operation and
> for other lawful purposes.  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
> Support or 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 or consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] RE: what is the best linux distro in my situation?

[Andy Lubel]

Hmm.. I would consider doing it but I need to get some free time.  Probably
in about 2 weeks or so..

I just would modify the source install docs a bit.. And then when its time
to "configure" apache I can show it from the "server manager" perspective
which creates really clean separate conf files for each name based virtual
host.

Of course I would exclude the mod_perl because I have multiple OTRS
installations on a single server.  Its not fast enough to justify using in
my experience :)

-Andy


On 11/1/07 4:42 AM, "kerneljack" <[EMAIL PROTECTED]> wrote:

> Just to add, I'm not above being corrected if I'm wrong, so if someone
> has compiled a step-by-step howto for installing OTRS 2.2.3 on OSX
> Server, I'd love to read it.
> 
> Thanks.
> 
> 
> On 10/31/07, kerneljack <[EMAIL PROTECTED]> wrote:
>> OK, I will read the upgrade docs.
>> 
>> We have had nothing but problems with our current OTRS installation on
>> OSX. Everything has to be done by hand. The Perl modules installation
>> is a pain and there are no users in /etc/passwd, so we had to figure
>> out NetInfo and use that instead.
>> 
>> It did work fine in the end, but it was more work than I think is
>> necessary, and now that we are having strange problems with it, we
>> just want to install it on a straightforward linux platform.
>> Installing it on Linux is mostly just installing the rpm and running
>> the install script and you're done!
>> 
>> 
>> On 10/31/07, Andy Lubel <[EMAIL PROTECTED]> wrote:
>>> No that wont work.. Read the upgrade docs.  You need to run scripts if you
>>> plan on changing the version.
>>> 
>>> 
>>> Also, our environment runs flawlessly on OSX, why change?
>>> 
>>> -Andy
>>> 
>>> 
>>> On 10/31/07 7:00 AM, "kerneljack" <[EMAIL PROTECTED]> wrote:
>>> 
>>>> Thank you for all your answers, one other question I have:
>>>> 
>>>> How do I migrate an older OTRS database to a new installation? The
>>>> older one is at version 2.0.4 and i am trying to migrate to 2.2.3.
>>>> 
>>>> The older installation was on a OSX Server and the new one will
>>>> probably be on a Centos 5 machine with OTRS 2.2.3.
>>>> 
>>>> Looking at the manual at http://doc.otrs.org/2.2/en/html/c2528.html,
>>>> I'm thinking a simple
>>>> 
>>>> /opt/otrs/scripts/backup.pl -d ...
>>>> 
>>>> on the the older machine, and then a:
>>>> 
>>>> /opt/otrs/scripts/restore.pl 
>>>> 
>>>> on the new box will work?
>>>> 
>>>> Thanks for any help,
>>>> 
>>>> On 10/28/07, Agim Cami <[EMAIL PROTECTED]> wrote:
>>>>> Otrs runs fine under CentOS.
>>>>> Actually I use otrs under CentOS 4.4.
>>>>> So, no need to Install obligatory Suse or Fedora.
>>>>> 
>>>>> --
>>>>> Agim Cami
>>>>> ___
>>>>> 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 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 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 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 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/

Re: [otrs] RE: otrs Digest, Vol 51, Issue 64

[Andy Lubel]

These aren't "stupid" alternatives, more like warnings/caveats from real
world implementations.

"DANGER WILL ROBINSON"

The implications of disabling what some of us consider to be a core
functionality of a multi-user helpdesk system should be presented.

"Fools learn from their own mistakes while the Wise Men learn from the
mistakes of the Fool"

Good luck in whatever choice you make,

Andy



On 10/31/07 8:36 AM, "Mujtaba Karim" <[EMAIL PROTECTED]> wrote:

> Guys leave it if you cant do it then don't suggest stupid alternates
> The guy clearly said he needs to disable the lock system
> 
> Here is how
> 
> 
> In SysConfig, you must disable RequiredLock in these pages
> 
> Frontend::Agent::Ticket::ViewBounce
> 
> Frontend::Agent::Ticket::ViewClose
> 
> Frontend::Agent::Ticket::ViewCompose
> 
> Frontend::Agent::Ticket::ViewForward
> 
> Frontend::Agent::Ticket::ViewMerge
> 
> Frontend::Agent::Ticket::ViewPending
> 
> Frontend::Agent::Ticket::ViewPhoneOutbound
> 
> Frontend::Agent::Ticket::ViewPriority
> 
> 
> 
> In general, check all ..View.. pages to see wether RequiredLock is enabled.
> 
> 
> 
> Then, you can disable the links to locks: unchek
> 
> Ticket::Frontend::MenuModule###100Lock:
> 
> Ticket::Frontend::MenuModule###400-Owner:
> 
> in Frontend::Agent::Ticket::MenuModule
> 
> and Frontend::Agent::Ticket::MenuModulePre
> 
> 
> 
> I've done these modification and worked fine without locks for a while in
> the past
> 
> 
> 
> 
> 
> Additionally, you might also want to disable
> 
> Frontend::Module###AgentTicketLock:
> 
> Frontend::Module###AgentTicketOwner:
> 
> in Frontend::Agent::ModuleRegistration
> 
> but I don't know if this can cause some issues
> 
> 
> Mujtaba Karim
> Customer Support Manager
> PixSense Inc.
> 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan
>  C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED]
> www.pixsense.com
> 
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
> [EMAIL PROTECTED]
> Sent: Wednesday, October 31, 2007 5:00 PM
> To: otrs@otrs.org
> Subject: otrs Digest, Vol 51, Issue 64
> 
> Send otrs mailing list submissions to
> otrs@otrs.org
> 
> To subscribe or unsubscribe via the World Wide Web, visit
> http://lists.otrs.org/cgi-bin/listinfo/otrs
> or, via email, send a message with subject or body 'help' to
> [EMAIL PROTECTED]
> 
> You can reach the person managing the list at
> [EMAIL PROTECTED]
> 
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of otrs digest..."
> 
> 
> Today's Topics:
> 
>1.  Let OTRS mail external notify ([EMAIL PROTECTED])
>2. Re:  Remove lock option from tickets (Andy Lubel)
>3. Re:  RE: what is the best linux distro in my situation?
>   (kerneljack)
> 
> 
> --
> 
> Message: 1
> Date: Tue, 30 Oct 2007 14:50:34 +0100
> From: [EMAIL PROTECTED]
> Subject: [otrs] Let OTRS mail external notify
> To: otrs@otrs.org
> Message-ID: <[EMAIL PROTECTED]>
> Content-Type: text/plain; charset="us-ascii"
> 
> Hi,
> 
> Is it posible to let OTRS mail a customer when a external note is made?
> 
> --
> Henry,
> 
> -- next part --
> An HTML attachment was scrubbed...
> URL:
> http://lists.otrs.org/pipermail/otrs/attachments/20071030/d14c29b7/attachmen
> t-0001.html
> 
> --
> 
> Message: 2
> Date: Tue, 30 Oct 2007 11:31:51 -0400
> From: Andy Lubel <[EMAIL PROTECTED]>
> Subject: Re: [otrs] Remove lock option from tickets
> To: "User questions and discussions about OTRS.org" 
> Message-ID: <[EMAIL PROTECTED]>
> Content-Type: text/plain; charset="US-ASCII"
> 
> How many agents, just you?  How many customers?  You simply may not have
> enough of either to justify using a HelpDesk system such as OTRS, which is
> geared towards SMB to enterprise customers.
> 
> Metrics also translate into SLA's. If you care about the customer then you
> would care to see how well you are responding to his needs?
> 
> Can you tell me one system/application you do think does a better job of
> making it convenient for the agent to work customer submitted issues?
> 
> -Andy
> 
> 
> On 10/29/07 9:36 PM, "Jo Rhett" <[EMAIL PROTECTED]> wrote:
> 
>> Unless you don't care about metrics but instead convenience of
>> answering the customer.
>&g

Re: [otrs] RE: what is the best linux distro in my situation?

[Andy Lubel]

No that wont work.. Read the upgrade docs.  You need to run scripts if you
plan on changing the version.


Also, our environment runs flawlessly on OSX, why change?

-Andy


On 10/31/07 7:00 AM, "kerneljack" <[EMAIL PROTECTED]> wrote:

> Thank you for all your answers, one other question I have:
> 
> How do I migrate an older OTRS database to a new installation? The
> older one is at version 2.0.4 and i am trying to migrate to 2.2.3.
> 
> The older installation was on a OSX Server and the new one will
> probably be on a Centos 5 machine with OTRS 2.2.3.
> 
> Looking at the manual at http://doc.otrs.org/2.2/en/html/c2528.html,
> I'm thinking a simple
> 
> /opt/otrs/scripts/backup.pl -d ...
> 
> on the the older machine, and then a:
> 
> /opt/otrs/scripts/restore.pl 
> 
> on the new box will work?
> 
> Thanks for any help,
> 
> On 10/28/07, Agim Cami <[EMAIL PROTECTED]> wrote:
>> Otrs runs fine under CentOS.
>> Actually I use otrs under CentOS 4.4.
>> So, no need to Install obligatory Suse or Fedora.
>> 
>> --
>> Agim Cami
>> ___
>> 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 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/

Andy Lubel
Application Administrator / IT Department

GTSI Corp.
3901 Stonecroft Boulevard
Chantilly, VA 20151
Tel: 1.800.999.GTSI ext.2309
Dir: 703.502.2309
[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 or consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] Remove lock option from tickets

[Andy Lubel]

How many agents, just you?  How many customers?  You simply may not have
enough of either to justify using a HelpDesk system such as OTRS, which is
geared towards SMB to enterprise customers.

Metrics also translate into SLA's. If you care about the customer then you
would care to see how well you are responding to his needs?

Can you tell me one system/application you do think does a better job of
making it convenient for the agent to work customer submitted issues?

-Andy


On 10/29/07 9:36 PM, "Jo Rhett" <[EMAIL PROTECTED]> wrote:

> Unless you don't care about metrics but instead convenience of
> answering the customer.
> 
> OTRS makes everything inconvenient, as far as I can tell.
> 
> On Oct 26, 2007, at 6:01 AM, Andy Lubel wrote:
>> i absolutely agree.  people need to own (lock) the tickets they
>> work on
>> otherwise certain metrics you would want later cant be gotten.  like
>> time open --> working (locked) --> close.
>> 
>> unless of course you are a 1 man helpdesk :)
>> 
>> 
>> -Andy Lubel
>> 
>> 
>> 
>> 
>> -Original Message-
>> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
>> Behalf Of
>> Richard Hinkamp - BeSite
>> Sent: Friday, October 26, 2007 5:06 AM
>> To: User questions and discussions about OTRS.org
>> Subject: Re: [otrs] Remove lock option from tickets
>> 
>> Disabling locks is not the way to go imho. Locks are great for
>> preventing double answers etc (2 people handling the same ticket at
>> the
>> same time and giving different answers to the customer for
>> example :S).
>> What you problably want is an auto unlock after an answer. What you
>> can
>> do is setting the default state after answering a ticket to "closed
>> succesful", in config:
>> $Self->{'Ticket::DefaultNextComposeType'} = 'closed successful';
>> 
>> This way a ticket is closed by default after answering. When a new
>> reply
>> comes from the customer, it will show in the main queue again,
>> without a
>> lock. This way you can share all tickets with all people and only lock
>> the ticket when you are handling the ticket (and this way prevent
>> double
>> handling of same ticket).
>> 
>> Richard
>> ___
>> 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 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 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/

RE: [otrs] help with Fetch

[Andy Lubel]

there is a BCC option for all new tickets in sysconfig where you could
take all incoming mails from the postmasterpop3 account and recieve
tickets in OTRS and send a mail to another address for archival blah.
just need a second pop account.

HTH, 


-Andy Lubel




-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Steven Carr
Sent: Friday, October 26, 2007 5:33 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] help with Fetch

OTRS does not support this function, in order to achieve this (as has
been pointed out previously) you need to configure your MTA to route a
copy of the message to a second mailbox and use that mailbox as the
backup store.

Steve


Mujtaba Karim wrote:
> How do I keep a copy of email in my mail server and at the same time 
> make oTRS fetch email in its database
> 
>  
> 
> *Mujtaba Karim*
> 
> *Customer Support Manager*
> 
> *Pix**Sense Inc.*
> 
> 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan**
> 
> * C:* 92.300.821.8601* | **F:* 92.21.432.2721-4* | **E:** 
> [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>* www.pixsense.com 
> <http://www.pixsense.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 or 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 or consulting for your OTRS system?
=> http://www.otrs.com/

RE: [otrs] what is the best linux distro in my situation?

[Andy Lubel]

sounds like you know enough.. pick the distro you know best and just
follow the source install.  you will find that you learn much more about
how OTRS works if you go that route.  and when you go to customize stuff
at least you know where it all is cause you put it there!

ive installed on debian, gentoo, osx, solaris, openbsd, freebsd and
fedora this way.  all except windows.

-Andy Lubel




-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
kerneljack
Sent: Friday, October 26, 2007 5:31 AM
To: otrs@otrs.org
Subject: [otrs] what is the best linux distro in my situation?

Hello,

I'm trying to install the latest version of otrs and I have a choice of
whichever distro I like. I am familiar with CentOS 5 and Debian Etch.

However, looking at the OTRS website I see I can choose Suse as well, so
I am trying to decide which one will be better in terms of support or
maintenance?

I have been told that for CentOS 5 I need to install the Fedora version,
is this correct?

Any help appreciated,

Khusro
___
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 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/

RE: [otrs] Remove lock option from tickets

[Andy Lubel]

i absolutely agree.  people need to own (lock) the tickets they work on
otherwise certain metrics you would want later cant be gotten.  like
time open --> working (locked) --> close.

unless of course you are a 1 man helpdesk :) 


-Andy Lubel




-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Richard Hinkamp - BeSite
Sent: Friday, October 26, 2007 5:06 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Remove lock option from tickets

Disabling locks is not the way to go imho. Locks are great for
preventing double answers etc (2 people handling the same ticket at the
same time and giving different answers to the customer for example :S). 
What you problably want is an auto unlock after an answer. What you can
do is setting the default state after answering a ticket to "closed
succesful", in config:
$Self->{'Ticket::DefaultNextComposeType'} = 'closed successful';

This way a ticket is closed by default after answering. When a new reply
comes from the customer, it will show in the main queue again, without a
lock. This way you can share all tickets with all people and only lock
the ticket when you are handling the ticket (and this way prevent double
handling of same ticket).

Richard
___
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 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/

Re: [otrs] Customer can post ticket with notification to agent without creating and/logging into the customer portal

[Andy Lubel]

On 10/25/07 12:03 PM, "Srinivasa Chaganti" <[EMAIL PROTECTED]> wrote:

> Can I setup OTRS so that a customer can place a ticket without creating a
> login or logging into the customer portal?

Yes, OTRS checks email boxes too and is it's primary entry into the
ticketing system.

> Also if a ticket is created, can OTRS send an email notification to the agent?

Yes, its in the queue setup and user profile options.


> Please help with some details in
> setup. I am new to perl. Thank You
> 
> 
> "This e-mail and the files transmitted with it are the property of Doctors
> Hospital at Renaissance and/or its affiliates, are confidential, and are
> intended solely for the individual or entity to whom this e-mail is addressed.
> If this e-mail was sent to you by error, please delete the message immediately
> from your computer. Any other use, retention, dissemination, forwarding,
> printing, or copying of this e-mail is strictly prohibited."
>  
> 
> 
> "This e-mail and the files transmitted with it are the property of Doctors
> Hospital at Renaissance and/or its affiliates, are confidential, and are
> intended solely for the individual or entity to whom this e-mail is addressed.
> If this e-mail was sent to you by error, please delete the message immediately
> from your computer. Any other use, retention, dissemination, forwarding,
> printing, or copying of this e-mail is strictly prohibited. All inbound and
> outbound e-mail messages and attachments are being scanned for viruses, spam,
> and content by an appliance. Any questions or concerns please call the IS
> E-mail Administrator or IS Network Administrator at 956-661-7799."
> 
> 
> ___
> 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/


-Andy
-- 


___
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/

Re: [otrs] error creating ticket from POP3 account

[Andy Lubel]

You somehow removed the default priority/status of new tickets?

I think this is in sysconfig:Ticket:Core or somewhere near :)

-Andy


On 10/25/07 10:52 AM, "Peter Hoogkamer" <[EMAIL PROTECTED]> wrote:

> Hello,
> 
> Does anyone have any idea about this??? Does this mean a complete reinstall??
> 
> Peter
> 
> 2007/10/24, Peter Hoogkamer <[EMAIL PROTECTED]>:
>> Here is the output of PostMasterPOP3.pl
>> 
>> C:\OTRS\otrs\bin>c:\OTRS\Perl\bin\perl.exe PostMasterPOP3.pl
>> 
>> Message 1/1 ([EMAIL PROTECTED])
>> 
>> ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 24 13:59:19 2007
>> 
>> 
>> 
>>  Message: No PriorityID for 3 normal found!
>> 
>> 
>> 
>>  Traceback (5016):
>> 
>>Module: Kernel::System::Priority::PriorityLookup (v1.9) Line: 280
>> 
>>Module: Kernel::System::Ticket::TicketCreate (v1.269) Line: 387
>> 
>>Module: Kernel::System::PostMaster::NewTicket::Run (v1.63) Line: 148
>> 
>>Module: Kernel::System::PostMaster::Run (v1.65) Line: 324
>> 
>>Module: main::FetchMail (v1.25) Line: 206
>> 
>>Module: PostMasterPOP3.pl (v1.25) Line: 125
>> 
>> 
>> 
>> DBD::mysql::db do failed: Column 'ticket_priority_id' cannot be null at
>> C:/OTRS/
>> 
>> otrs/Kernel/System/DB.pm line 387.
>> 
>> ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 24 13:59:19 2007
>> 
>> 
>> 
>>  Message: Column 'ticket_priority_id' cannot be null, SQL: 'INSERT INTO
>> ticket (
>> 
>> tn, title, create_time_unix, type_id, queue_id, ticket_lock_id,  user_id,
>> respon
>> 
>> sible_user_id, group_id, ticket_priority_id, ticket_state_id,
>> ticket_answered,
>> 
>> escalation_start_time, escalation_response_time, escalation_solution_time,
>> timeo
>> 
>> ut, service_id, sla_id,  valid_id, create_time, create_by, change_time,
>> change_b
>> 
>> y)  VALUES ('200710241011', 'test', 1193227159, 1, 2, 1,  1, 1,  1, NULL,
>> 1,
>> 
>>   0, 1193227159, 0, 0, 0, NULL, NULL, 1,  current_timestamp, 1,
>> current_timestam
>> 
>> p, 1)'
>> 
>> 
>> 
>>  Traceback (5016):
>> 
>>Module: Kernel::System::Ticket::TicketCreate (v1.269) Line: 447
>> 
>>Module: Kernel::System::PostMaster::NewTicket::Run (v1.63) Line: 148
>> 
>>Module: Kernel::System::PostMaster::Run (v1.65) Line: 324
>> 
>>Module: main::FetchMail (v1.25) Line: 206
>> 
>>Module: PostMasterPOP3.pl (v1.25) Line: 125
>> 
>> 
>> 
>> ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 24 13:59:20 2007
>> 
>> 
>> 
>>  Message: create db record failed!!!
>> 
>> 
>> 
>>  Traceback (5016):
>> 
>>Module: Kernel::System::Ticket::TicketCreate (v1.269) Line: 489
>> 
>>Module: Kernel::System::PostMaster::NewTicket::Run (v1.63) Line: 148
>> 
>>Module: Kernel::System::PostMaster::Run (v1.65) Line: 324
>> 
>>Module: main::FetchMail (v1.25) Line: 206
>> 
>>Module: PostMasterPOP3.pl (v1.25) Line: 125
>> 
>> 
>> 
>> ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Oct 24 13:59:20 2007
>> 
>> 
>> 
>>  Message: Can't process mail, see log sub system!
>> 
>> 
>> 
>>  Traceback (5016):
>> 
>>Module: main::FetchMail (v1.25) Line: 209
>> 
>>Module: PostMasterPOP3.pl (v1.25) Line: 125
>> 
>> 
>> 
>> 
>> 
>> Connection to srvhkm.trend.nl closed.
>> 
>> 2007/10/24, Peter Hoogkamer <[EMAIL PROTECTED]>:
>>> Here is what the server 2003 eventlog tells me. An application error
>>> with perl.exe
>>> Faulting application perl.exe, version 5.8.8.819, faulting module
>>> mysql.dll, version 0.0.0.0, fault address 0x32b9.
>>> 
>>> 
>>> Could that be the problem??
>>> 
>>> 
>>> 2007/10/24, Peter Hoogkamer <[EMAIL PROTECTED]>:
 Priorities are still listed under Admin-area->Priorities.
 I will post the output of the POP3Master.pl script.
 
 Peter
 
 2007/10/24, Torsten Thau <[EMAIL PROTECTED]>:
> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA1
> 
> Peter Hoogkamer schrieb:
>> Hello everybody,
>> 
>> Since a few days I am not able to create a ticket from email picked up
>> by the POP3 account. When I execute POP3Master.pl it says that it
>> cannot handle a ticket priority of NULL and cannot create the entry in
>> the database.
>> 
>> I think the solution will be to set a default priority of 3 for
>> tickets that are created from mail. But I cannot seem to find where to
>> configure this.
> 
> You can do this in a postmaster filter, but the actual problem is: where
> did your "priority 3" go? Ist it still available in the admin-area under
> priorities?
> 
> 
> regards, Torsten Thau
> 
> - --
> Torsten Thau, Dipl. Inform.
> c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
> phone: +49 371 5347 623
> cell: +49 176 66 680 680
> personal pgp-key: 0x93E0A174
> fax: +49 371 5347 625
> http://www.cape-it.de
> -BEGIN PGP SIGNATURE-
> Version: GnuPG v1.4.6 (GNU/Linux)
> 
> iD8DBQFHHxTcvXo8m5PgoXQRAh02AJ9GaIpaub1d1OOtAdRG9iaFvuh0gQCfcyj3
> VASfChb5qjwVXCuvJnRLE0s=

Re: [otrs] Port Binding

[Andy Lubel]

Yeah your provider is way off.  Web pages don't do anything but get served
up by apache.

Now if we were talking tomcat or jboss that would be different.

I'd go ahead and find a smarter hosting provider!  Anyone who says stuff
like this instantly loses my trust and especially coming from a "hosting
provider".

/rant

-Andy


On 10/25/07 5:28 AM, "Simon Bierbaum" <[EMAIL PROTECTED]> wrote:

> That's what I'm thinking... I'll ask them for a port number. Maybe
> that helps tracking down the "problem".
> 
> Simon
> 
> Am 25.10.2007 um 09:50 schrieb Richard Hinkamp - BeSite:
> 
>> Hmm that's weird. We run multiple OTRS installs on a shared webhost
>> without a problem. OTRS is a web application which runs when
>> requested, not a daemon running all the time. It definitely doesn't
>> bind to a port. I think your hosting provider needs to check again.
>> 
>> Richard
>> 
>> Simon Bierbaum wrote:
>>> Hello all,
>>> I have OTRS 2.2.1 installed on a shared webhost. The provider now
>>> claims that bin/cgi-bin/index.pl binds to a port and goes on about
>>> how I'm not supposed to run any "server software like IRC, game
>>> servers or daemons". Does anyone know why OTRS would bind to any
>>> port, and how I can disable it? My understanding is that OTRS
>>> would not need to bind to any port to listen for connections...
>> ___
>> 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 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/

Andy Lubel
Application Administrator / IT Department

GTSI Corp.
3901 Stonecroft Boulevard
Chantilly, VA 20151
Tel: 1.800.999.GTSI ext.2309
Dir: 703.502.2309
[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 or consulting for your OTRS system?
=> http://www.otrs.com/

RE: [otrs] OTRS very slow

[Andy Lubel]

are you using the file system to store ticket data or the database?

what version of mysql, and what version of apache?

the performance issues if painfully slow wont be helped by upgrading your OTRS 
imo, the proper configuration of both apache and mysql are the biggest things 
you can do to keep otrs running smoothly.

I also recommend a non windows system for it, there are simply too many tie ins 
that OTRS has with familiar *nix systems (cron, perl etc.).  but sometimes it 
doesnt make sense for people to use it and im pretty sure OTRS fully supports 
windows but you need to cross over into learning a bit more about its open 
source enablers like mysql and apache.

I often wish OTRS didnt offer one-click package installations so that people 
went through the manual installation at least once just to see the 
relationships.. anyone who supports an OTRS system long term should learn to 
install this manually or buy a support contract.


-Andy Lubel




-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mark Nernberg
Sent: Friday, October 19, 2007 10:24 AM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] OTRS very slow

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of pri pri
Sent: Friday, October 19, 2007 10:07 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] OTRS very slow

hi
thanks for your reply. 
i did not know windows platform was the problem here. 
unfortunately OTRS is all set up and running here now.
is there any way to improve the performance?
will an upgrade to the latest version help?
 thank you

swatha


First, improving performance will require some analysis to find the 
bottleneck(s).

Secondly, what do you expect running Windows?  You've started off with a slow, 
inefficient platform.  Fixing it now is like polishing a turd.  You will never 
get to 100%, since you're starting in a hole.  PerlWin was never all that 
efficient, either.

Upgrading OTRS isn't going to make a difference.  Upgrading the hardware
*might* make a difference.

You need to test: network performance, disk i/o performance, web server 
efficiency, and the database performance -- and that's for starters.
Perhaps by fixing disk i/o and the database performance you will find OTRS to 
get to "acceptable" performance levels.  Perhaps not.

The other poster who suggested building and dedicating a Linux system is 
on-the-money.  Transferring your data and installation to a Linux box should be 
fairly easy once you've got the base system built (i.e. Linux, Apache, Perl, 
MySQL, all other prerequisites).






> Date: Fri, 19 Oct 2007 15:41:33 +0200
> From: [EMAIL PROTECTED]
> To: otrs@otrs.org
> Subject: Re: [otrs] OTRS very slow
> 
> Hi,
> 
> I would be interested and curious in seeing this "not slow" OTRS and 
> see which time responses you have when displaying queue view, 
> customer_user link and overall Agent Administration panels ... etc :)
> 
> Which hardware do you have ? Which backend are you using please ?
> 
> By the way, about pri pri question, I have also no experience about an 
> OTRS install under Windows but as I can see and strongly think 
> performance is not the best feature under OTRS, I can advise you to 
> dedicate a linux box to OTRS, that will probably avoid some others 
> problems linked to Windows ...
> 
> Thanks by advance for your answers.
> 
> Laurent MINOST
> 
> 
> Richard Hinkamp - BeSite a écrit :
> > We have an install with 100.000 tickets and it's not slow. It is not 
> > running on Windows (Linux+mysql), so don't know about windows
installs...
> > 
> > Richard
> > 
> > pri pri wrote:
> >> hi all
> >> i have been using OTRS on windows small business server 2003 for 4 
> >> months now.
> >> i am using version 2.2.1 and wanted to know if the system gets very
slow
> >> if there are more than 3000 tickets in my system. i have had 
> >> frequent SPAM attacks and ended up with 16- 20 thousand e-mails in my 
> >> system.
> >> the system is extremely slow. i would like to know if the system 
> >> will get very slow if there are more than 3-4 thousand tickets. 
> >> please let
me
> >> know if you know anything about it.
> >> 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
> > Support or consulting for your OTRS system?
> > => http://www.otrs.com/
> > 
> 
> ___
> OTRS mailing list: otrs - Webpage: http:

Re: [otrs] Slow performance - repeated query

[Andy Lubel]

It's some agent job that someone set up?

Crontab -l the user that's running otrs to determine frequency and that
should also help :)

HTH,

Andy


On 10/18/07 10:25 AM, "Douglas Furlong" <[EMAIL PROTECTED]> wrote:

> Good afternoon all.
> 
> Just recently we've suffered a significant slowdown in the OTRS
> installation that we have (2.0.4).
> 
> The system has 2gb of ram, and the DB size (on disk) is about 2.4gb, it
> would appear that the system spends a phernominal amount of time in IO
> wait, and the database is constantly processing queries even when the
> system is not in use.
> 
> I enabled the feature in mysql to log slow queries, and I noticed on
> particular query repeating over and over, it is.
> 
> SELECT id FROM article  WHERE  ticket_id = 1699  AND a_from = 'Martin'
> AND a_subject = 'Resolving' AND  incoming_time = '1191601751';
> 
> Where the ticket ID and incoming time varies.
> 
>  grep -e Martin /var/log/mysql/log-slow-queries.log | grep Resolving |
> wc -l
> 49907
> 
> What may be causing the above to be constantly run against the DB, I see
> no similar queries being run for any of the other users within the
> environment.
> 
> Does any one have any thoughts, or hints on where I could look for
> additional information.

___
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/

Re: [otrs] Auto-generated config files

[Andy Lubel]

On 10/16/07 2:12 PM, "Jim Edlin" <[EMAIL PROTECTED]> wrote:

> Can anyone explain to me...
>  
> 1)  what events or circumstances cause generation of configuration files with
> names like "ZZZAuto.pm" in the /Kernel/Config directory?
> 
>From using SysConfig within otrs.
 
> 2) why these files, when generated, overwrite settings I have made in the
> Config.pm file (e.g. names of mail servers)?
>  
That¹s why its ³ZZZ², the configuration files are parsed in alphabetical
order so the last file read will ³overwrite² any settings parsed in previous
config files.

> Thanks,
> Jim Edlin
> Business Applications Architect
> Tides Network
> [t] 415.561.6304  [f] 415.561.6401 [e] [EMAIL PROTECTED]  [w] www.tides.org
> Tides actively promotes change toward a healthy society, one which is founded
> on principles of social justice, broadly shared economic opportunity, a robust
> democratic process, and sustainable environmental practices. Tides believes
> healthy societies rely fundamentally on respect for human rights, the vitality
> of communities, and a celebration of diversity.
>  
> 
HTH,

Andy
> 
> ___
> 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 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/

Re: [otrs] IRC integration

[Andy Lubel]

Haha how do you come up with these!

IRC bot? Otrs talks SOAP I think.

-Andy

On 10/16/07 2:51 AM, "Marius Flage" <[EMAIL PROTECTED]> wrote:

> Hi there
> 
> I'd like for all my status changes on tickets to be mirrored on a IRC
> channel used by all helpdesk people. Has anyone done something like this
> already? I'm thinking about hooking up some simple TCP/socket/signal
> operations each time a new ticket enters the system and whenever state
> on this ticket changes.
> 
> Any hints on how to accomplish this?
> 
> Marius
> ___
> 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 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/

Re: [otrs] What is more faster for otrs: MySQL or PostgreSQL

[Andy Lubel]

On 9/25/07 10:56 AM, "Torsten Thau" <[EMAIL PROTECTED]> wrote:

> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA1
> 
> Rodriguez Garcia, Jose Luis schrieb:
>> 
>> I am doing the installation of a otrs server on a Solaris box, and I
>> will like to know what is the faster of these dabase servers for OTRS:
>> MySQL or PostgreSQL.
>> 
> 
> ...you may produce some flame war with this question ;-). Anyway, due to
> the many parameters, it's not possible to answer this question reliably.
>   If data integrity is most important for you PostgreSQL should be the
> choice rather than MySQL.
> 
> http://sql-info.de/mysql/gotchas.html
> 
> Yes, there's a list for postgres too (but it's not that extensive)...

Look at the install base and the number of applications/users that use mysql
rather than postgres.

We chose mysql on the basis of community acceptance, we have seen mysql gain
much more momentum in the marketplace than postgres.

Personally, I have never used postgres but im sure its still good, it
ultimately comes down to what you are comfortable with!

> 
> http://sql-info.de/postgresql/postgres-gotchas.html
> 
> 
> Anyway, this report is very interesting and contains some numbers and facts:
> 
> http://tweakers.net/reviews/657/6
> 
> 
> 
> regards, Torsten Thau
> 
> - --
> Torsten Thau, Dipl. Inform.
> c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
> phone: +49 371 5347 623
> cell: +49 176 66 680 680
> personal pgp-key: 0x93E0A174
> fax: +49 371 5347 625
> http://www.cape-it.de
> -BEGIN PGP SIGNATURE-
> Version: GnuPG v1.4.6 (GNU/Linux)
> 
> iD8DBQFG+SGZvXo8m5PgoXQRAkO5AJ9sdgHucnIK8tArLP3R64CDrrM+6gCeMgKf
> 1IsOlnJ1bjqaglA78hHrhRM=
> =bwSZ
> -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 or consulting for your OTRS system?
> => http://www.otrs.com/

Andy Lubel
Application Administrator / IT Department

GTSI Corp.
3901 Stonecroft Boulevard
Chantilly, VA 20151
Tel: 1.800.999.GTSI ext.2309
Dir: 703.502.2309
[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 or consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] Upgrade 1.3 -> 2.2

[Andy Lubel]

We basically did the same thing.. We basically just ran database upgrade
scripts and exported the sysconfig then reimported it back once the upgrade
was done.

Of course you want to back up your files before doing this though.

-Andy

On 9/25/07 5:24 AM, "Gilles Massen" <[EMAIL PROTECTED]> wrote:

> Hello Franz,
> 
> Thanks for your reply (and sorry for the late follow-up).
> 
> [...]
>> We run OTRS since the 1.3.x Series, upgraded to 2.0.4 and now to 2.2.1
>> recently. We are running with the same DB holding the Tickets ever
>> since and are happy with this.
>> The only thing you have to asure is to execute EVERY DB Upgrade Skript
>> since your actual Version:
> [...]
> 
> That's good to know, and fairly reassuring. How did you manage the config
> files? Did you keep them from one version to the other, did you diff them, or
> drop them alltogether?
> 
> Best regards,
> Gilles

-- 


___
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/

Re: [otrs] Subversion integration

[Andy Lubel]

Have you tried:
Trac + Subversion

-Andy


On 9/25/07 7:20 AM, "Sándor Fehér" <[EMAIL PROTECTED]> wrote:

> Hi,
> 
> I'm wondering if anybody has experience in connection with integration
> otrs and subversion or other version control system.
> In the past I succesfully integrated svn+scmbug+mantis  but I decided to
> use otrs instead :-) .
> I was very good to enter the bug number (ticket nr or something) in
> tortoisesvn and see the affected files by the commit in mantis.
> Now I'm looking for the same functionalty in otrs.
> Thanks in advance.
> 
> Sandor


-- 


___
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/

Re: [otrs] Re: LDAP Authentication using Microsoft Active Directory server

[Andy Lubel]

Yeah the AlwaysFilter thing never did work for us.. Which stinks because not
everyone in our company is a customer/agent.

-Andy



On 9/24/07 12:21 PM, "Edward Kovarski" <[EMAIL PROTECTED]> wrote:

> 
> Robert,
> 
> I would suggest trying to simplify the configurations by removing the
> AlwaysFilter and specifying the root of your Active Directory as the
> BaseDN. Once it authenticates properly you can start customizing and
> narrowing the BaseDN scope.
> 
> Here is an excerpt from Config.pm which I just tested on our dev
> environment as we don't use the customer interface in production. It
> properly authenticated and pulled in all the proper values into OTRS...
> 
>  # --- Customer ---
>  $Self->{'Customer::AuthModule'} =
> 'Kernel::System::CustomerAuth::LDAP';
>  $Self->{'Customer::AuthModule::LDAP::Host'} = 'ad.groupkae.com';
>  $Self->{'Customer::AuthModule::LDAP::BaseDN'} =
> 'ou=Customer,dc=ad,dc=groupkae,dc=com';
>  $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
>  $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} =
> '[EMAIL PROTECTED]';
>  $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
> 
>  $Self->{CustomerUser} = {
>Module => 'Kernel::System::CustomerUser::LDAP',
>Params => {
>Host => 'ad.groupkae.com',
>BaseDN => 'ou=Customer,dc=ad,dc=groupkae,dc=com',
>SSCOPE => 'sub',
>UserDN =>'[EMAIL PROTECTED]',
>UserPw => 'password',
>  },
> 
>  CustomerKey => 'sAMAccountName',
>  CustomerID => 'mail',
>  CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
>  CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
>  CustomerUserSearchPrefix => '',
>  CustomerUserSearchSuffix => '*',
>  CustomerUserSearchListLimit => 250,
>  CustomerUserPostMasterSearchFields => ['mail'],
>  CustomerUserNameFields => ['givenname', 'sn'],
>  Map => [
>[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
>[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
>[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
>[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
>[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
>[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
>  ],
> };
> 
> On 24-Sep-07, at 10:42 AM, Robert Aldridge wrote:
> 
>> Thanks for the suggestion, Edward.  Changing the SearchUserDN to
>> @ continues to work for the agent login.  I still
>> haven't been able to get the customer login working.  Any hints?
>> Here's my current LDAP portion of Config.pm:
>> 
>> $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
>> $Self->{'AuthModule::LDAP::Host'} = ' ldapserver.domain.com';
>> $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Group of
>> Users,dc=domain,dc=com';
>> $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';
>> $Self->{'AuthModule::LDAP::SearchUserDN'} = '[EMAIL PROTECTED]';
>> $Self->{'AuthModule::LDAP::SearchUserPw'} = '';
>> 
>> $Self->{'Customer::AuthModule'} =
>> 'Kernel::System::CustomerAuth::LDAP';
>> $Self->{'Customer::AuthModule::LDAP::Host'} = '
>> ldapserver.domain.com';
>> $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Group of
>> Users,dc=domain,dc=com';
>> $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
>> $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = '
>> [EMAIL PROTECTED]';
>> $Self->{'Customer::AuthModule::LDAP::SearchUserPW'} = '';
>> 
>> $Self->{CustomerUser} = {
>>   Module => 'Kernel::System::CustomerUser::LDAP',
>>   Params => {
>> Host => ' ldapserver.domain.com',
>> BaseDN => 'ou=Group of Users,dc=domain,dc=com',
>> SSCOPE => 'sub',
>> AlwaysFilter => '(&(sAMAccountName=*)(mail=*))',
>> UserDN => '[EMAIL PROTECTED]',
>> UserPW => '',
>>   },
>>   CustomerKey => 'sAMAccountName',
>>   CustomerID => 'mail',
>>   CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
>>   CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
>>   CustomerUserPostMasterSearchFields => ['mail'],
>>   CustomerUserNameFields => ['givenname', 'sn'],
>>   Map => [
>> # note: Login, Email and CustomerID needed!
>> # var, frontend, storage, shown, required, storage-type
>> # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
>> [ 'UserFirstName', 'Firstname', 'givenname', 1, 1, 'var' ],
>> [ 'UserLastName', 'Lastname', 'sn', 1, 1, 'var' ],
>> [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
>> [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
>> [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
>>   ],
>> };
>> 
>> # UserSyncLDAPMap
>> # (map if agent should create/synced from LDAP to DB after login)
>> $Self->{UserSyncLDAPMap} = {
>> # DB -> LDAP
>>

Re: [otrs] Re: LDAP Authentication using Microsoft Active Directory server

[Andy Lubel]

ppears to be a great product!  Kudos to the
>> developers!
>> 
>> We are in the process of evaluating our options for a helpdesk/trouble-ticket
>> system.  I would really like to give OTRS a good evaluation, but I'm having
>> some problems.  Our chosen solution must be able to authenticate users (both
>> agents and customers) via Microsoft Active Directory.  It appears that this
>> is possible, but I've yet to have any success.  I'll outline the steps I've
>> taken and solicit any input from the community.
>> 
>> OTRS is working fine when authenticating against it's own database.  Here's
>> what I've done to try to authenticate against AD:
>> 
>> I edited Kernel/Config.pm and added:
>> 
>> http://Config.pm> >
>> 
>> $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
>> $Self->{'AuthModule::LDAP::Host'} = ' lincoln.tsteel.com
>> <http://lincoln.tsteel.com> ';
>> $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Tuscaloosa - Sheet
>> Mill,dc=tsteel,dc=com';
>> $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';
>> $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Admin,ou=Tuscaloosa
>> - Sheet Mill,dc=tsteel,dc=com';
>> $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password';
>> 
>> $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
>> $Self->{'Customer::AuthModule::LDAP::Host'} = ' lincoln.tsteel.com
>> <http://lincoln.tsteel.com> ';
>> $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Tuscaloosa - Sheet
>> Mill,dc=tsteel,dc=com';
>> $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
>> $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS
>> Admin,ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com';
>> $Self->{'Customer::AuthModule::LDAP::SearchUserPW'} = 'password';
>> 
>> $Self->{CustomerUser} = {
>> Module => 'Kernel::System::CustomerUser::LDAP',
>> Params => {
>> Host => ' lincoln.tsteel.com <http://lincoln.tsteel.com> ',
>> BaseDN => 'ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com',
>> SSCOPE => 'sub',
>> UserDN => 'cn=OTRS Admin,ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com',
>> UserPW => 'password',
>> },
>> CustomerKey => 'sAMAccountName',
>> CustomerID => 'mail',
>> CustomerUserListFields => 'sAMAccountName', 'cn', 'mail',
>> CustomerUserSearchFields => 'sAMAccountName', 'cn', 'mail',
>> CustomerUserPostMasterSearchFields => 'mail',
>> CustomerUserNameFields => 'givenname', 'sn',
>> Map => [
>> [ 'UserFirstName', 'Firstname', 'givenname', 1, 1, 'var' ],
>> [ 'UserLastName', 'Lastname', 'sn', 1, 1, 'var' ],
>> [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
>> [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
>> [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
>> ],
>> };
>> 
>> http://Config.pm> >
>> 
>> 
>> On my AD box, I ran: ldifde -f users.ldf -d "OU=Tuscaloosa - Sheet
>> Mill,dc=tsteel,dc=com" -r ""
>> 
>> Which returned a listing of all users in the Tuscaloosa - Sheet Mill org
>> unit.  Within the users.ldf file (output from the above command), there's an
>> entry for OTRS Admin:
>> 
>> 
>> 
>> dn: CN=OTRS,OU=Tuscaloosa - Sheet Mill,DC=tsteel,DC=com
>>     changetype: add
>> objectClass: top
>> objectClass: person
>> objectClass: organizationalPerson
>> objectClass: user
>> cn: OTRS
>> sn: Admin
>> givenName: OTRS
>> distinguishedName: CN=OTRS,OU=Tuscaloosa - Sheet Mill,DC=tsteel,DC=com
>> instanceType: 4
>> whenCreated: 20070920125829.0Z
>> whenChanged: 20070921135825.0Z
>> displayName: OTRS
>> uSNCreated: 8512826
>> uSNChanged: 8549454
>> name: OTRS
>> objectGUID:: po7FpWyIxEWWQeiUc9XMwA==
>> userAccountControl: 66048
>> badPwdCount: 0
>> codePage: 0
>> countryCode: 0
>> badPasswordTime: 128347689772801250
>> lastLogoff: 0
>> lastLogon: 128347693211238750
>> pwdLastSet: 128347667099207500
>> primaryGroupID: 513
>> objectSid:: AQUAAAUVpR5XA/l+DSsgfDsl4xwAAA==
>> accountExpires: 9223372036854775807
>> logonCount: 0
>> sAMAccountName: OTRS
>> sAMAccountType: 805306368
>> userPrincipalName: [EMAIL PROTECTED]
>> objectCategory: CN=Person,CN=Schema,CN=Configuration,DC=tsteel,DC=com
>> dSCorePropagationData: 20070921135825.0Z
>> dSCorePropagationData: 20070921135825.0Z
>> dSCorePropagationData: 20070921135825.0Z
>> dSCorePropagationData: 20070921131751.0Z
>> dSCorePropagationData: 16010108151056.0Z
>> lastLogonTimestamp: 128347680934676250
>> 
>> 
>> 
>> 
>> 
>> With this configuration, when I attempt to login as an agent using my
>> username (which I know is valid in AD), it errors out with:
>> 
>> Login failed! Your username or password was entered incorrectly.
>> 
>> And, when I revert the Config.pm <http://Config.pm>  back (so I can log in)
>> and check the system log, I see:
>> 
>> User: raldridge authentication failed, no LDAP entry
>> found!BaseDN='ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com',
>> Filter='(sAMAccountName=raldridge)', (REMOTE_ADDR: 10.1.1.50
>> <http://10.1.1.50> ).
>> 
>> Any help would be greatly appreciated.
>> 
>> Thanks,
>> 
>> Robert Aldridge
>> 
> 
> 
> ___
> 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/

-Andy Lubel
-- 


___
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/

Re: [otrs] What is more faster for otrs: MySQL or PostgreSQL

[Andy Lubel]

Mysql hands down.


On 9/19/07 3:33 PM, "Rodriguez Garcia, Jose Luis"
<[EMAIL PROTECTED]> wrote:

> 
> I am doing the installation of a otrs server on a Solaris box, and I
> will like to know what is the faster of these dabase servers for OTRS:
> MySQL or PostgreSQL.
> 
> 
> Jose Luis Rodriguez
> 
> 
> ___
> 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/

Andy Lubel
Application Administrator / IT Department

GTSI Corp.
3901 Stonecroft Boulevard
Chantilly, VA 20151
Tel: 1.800.999.GTSI ext.2309
Dir: 703.502.2309
[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 or consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] Help.. phpmyadmin cant import my sql dump

[Andy Lubel]

Make your ³max_allowed_packet² bigger.

Not sure how that goes down in windows land but in my world its located @
/etc/my.cnf

I¹m sure in windows the file is still called my.ini and is probably
somewhere near where it was installed.

Follow this and you may get more info on how to do it:
http://lists.mysql.com/mysql/204790

HTH,

Andy

On 9/18/07 3:36 PM, "* ProfitGrabber Support*" <[EMAIL PROTECTED]>
wrote:

> I followed upgrade instructions for 2.2.3 and backed up my DB using
> PHPMYADMIN.  I completed upgrade and now it is time to reimport the dump and I
> can¹t. Looks like my dump is too big for phpmyadmin import. I tried mysql
> Administrator and that said it couldn¹t restore mysqldumps.  Please help. I am
> running on windows xp (used otrs win32 installer) on my internal network. I
> know next to nothing about Mysql so please provide detailed instruction on how
> to get this dump into the new database.  Mysql has default login (root) and no
> password if that helps.
>  
> Barry 
> 
>  
> 
>  
> 
> 
> ___
> 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 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/

Re: [Ticket#2007090477000052] [otrs] customer data [...]

[Andy Lubel]

Dear LIGHT IT,

WTH are you doing autoreplying to a mailing list?

Please disable autonotification on the queue if you are going to attach it
to the OTRS mailing list!


On 9/4/07 11:40 AM, "LIGHT i.T.Department Request Tracker" <[EMAIL PROTECTED]>
wrote:

> Thanks for using the LIGHT i.T. Request Tracker System.
> Your email has been received and a new ticket has been created.
> 
> You wrote:
>> I am trying to put together the customer database.  I am unsure where to put
>> the database config, which file?  The Config.pm in /etc/otrs/Kernel/Config
>> dir?
>> 
>> Andrew Meyer
>> Unix Systems Analyst
>> Precision Practice Management
>> 1300 Hampton Ave., Ste 200
> 
> Your e-mail will be answered by a human asap.
> 
> 
> Your LIGHT i.T. Team
> 
> 
> ___
> 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/

Andy Lubel
Application Administrator / IT Department

GTSI Corp.
3901 Stonecroft Boulevard
Chantilly, VA 20151
Tel: 1.800.999.GTSI ext.2309
Dir: 703.502.2309
[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 or consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] OTRS is too slow

[Andy Lubel]

Well.. Ours is lightning fast with around 32k tickets and no mod perl(cant
use mod perl if you are hosting more than 1 otrs through single instance of
apache). Running on Xserve G5¹s with each 2gb memory, nothing special.

Upgrading to the latest version of mysql really did the most for us,
separating the database server and the web server, and editing the my.cnf to
have much larger caches.  We also use FS storage for articles.

At first I didn¹t like the idea of perl (was using deskpro) but after using
OTRS for 2 years we have realized its not so bad.  The only reason I wanted
PHP is because I can understand it :)

Just be thankful its not java!

-Andy


On 8/16/07 7:52 AM, "Laurent Minost" <[EMAIL PROTECTED]> wrote:

> Hi Patric,
> 
> Thks for your reply.
> 
> I'm already using an optimize script in cron each night for all OTRS tables
> since OPTIMIZE seems not being done in OTRS source code when DELETE are used
> through the interface so tables are already up to date.
> Problem seems not being on the MySQL side since MySQL server is well tuned (
> home-made tuning and through tuning-primer.sh advices ) and answering pretty
> well through PHP and other scripts.
> 
> We don't try to use deflate/gzip modules since we are basically using OTRS on
> our Lan at the moment and I'm not pretty sure if it would be a thing that will
> increase performance.
> 
> BR,
> 
> Laurent
> 
> 
> Le jeudi 16 août 2007 à 11:16 +0200, Patric a écrit :
>> 
>> Hi Laurent,
>> 
>> You can try to optimize your database, that made a huge difference for me.
>> AFAIK the command would be :
>> 
>>  mysqlcheck -o -B otrs_database
>> 
>> You can also look into running mod_deflate, which will also give you a
>> bit more speed.
>> 
>> HTH
>> Patric
>> 
>> 
>> Laurent Minost wrote:
>>> > Hi,
>>> > 
>>> > Also using OTRS for a while now and I can tell that's the big complaint
>>> > I can also have about OTRS. I'm totally agree with Bc. Radek Krejca.
>>> > 
>>> > We're already using mod_perl but OTRS is still too slow. Response times
>>> > are very high for a proper everyday usage.
>>> > I'm also very sad that PHP hasn't been chosed for this software.
>>> > 
>>> > Any way to improve response times of OTRS would be very much appreciate.
>>> > 
>>> > BR,
>>> > 
>>> > Laurent
>> 
>> 
>> 
> 
> 
> ___
> 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 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/

Re: [otrs] pop access

[Andy Lubel]

> You may try our Mail-PostMaster package which adds
> POP3/POP3S/IMAP/IMAPS-support to OTRS-Admin-View for OTRS 2.1.x. You find

Exactly what does this package do that the current version of OTRS doesn't?

/curious

-Andy


On 8/14/07 2:30 PM, "Rico Barth" <[EMAIL PROTECTED]> wrote:

> -BEGIN PGP SIGNED MESSAGE-
> Hash: SHA1
> 
> 
> Hi Jason!
> 
> On Mon, 13 Aug 2007, Jason Kleinberg wrote:
> 
>> fetchmail: Server certificate verification error: self signed
> certificate
>> fetchmail: Couldn't get service name for [EMAIL PROTECTED]
>> 
> 
> Add
> 
>  ssl sslfingerprint ""
> 
> 
> to your /etc/fetchmailrc or your local .fetchmailrc. So your self signed
> certificate is accepted.
> 
>> I have OTRS installed on OS X, and the mail server is on local host.
> How can
>> I get it to accept a self-signed certificate?  As for the second error,
> I
>> assume that it is related, but I am not sure about it.  I would
> appreciate
>> any assistance.
> 
> You may try our Mail-PostMaster package which adds
> POP3/POP3S/IMAP/IMAPS-support to OTRS-Admin-View for OTRS 2.1.x. You find
> it here
> 
>  http://www.cape-it.de/cgi-bin/show.pl?content=downloads
> 
> Please give us some response about this OTRS package.
> 
> Hope that helps. Bye
> 
> Rico
> 
> -BEGIN PGP SIGNATURE-
> Version: GnuPG v1.4.6 (GNU/Linux)
> Comment: Made with pgp4pine 1.76
> 
> iD8DBQFGwfTBmy4UBYdMg3cRAg6ZAJ4zCEmisQkfwM6hTtO/BBkYsdkfvACgg3fs
> P1HQkQHQyZtHArMVTJIfKXE=
> =i9dY
> -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 or 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 or consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] Deactivating Telephone tickets + standard status after ticket anwer

[Andy Lubel]

New Phone Ticket (in nav) removal:
Admin > Sysconfig > Group = Ticket > Frontend::Agent::ModuleRegistration
(I think you just uncheck the box ³Frontend::Module###AgentTicketPhone:²)

I looked around sysconfig too and don¹t see a way to remove the Telephone
reply but I know its possible with sysconfig.  Anyone else remember where
they may have seen that?

I also didn¹t see the default state setting in sysconfig but im pretty sure,
again its there and maybe someone else in this list can help locate?

-Andy



On 8/14/07 12:50 PM, "Markus Uelzer" <[EMAIL PROTECTED]> wrote:

> Hi Andy!
> 
> Thansk for your fast response.
> 
> More or less I am aware that I can find this functions somewhere in the
> Sysconfig. But i have 0 Idea where exactly. I'm clicking through all points
> here since about 30 minutes, but no clue so far :(
> 
>  
> 
> Thanks :)
> 
>  
> 
> 
>  
> 
> 
> Von: "User questions and discussions about OTRS.org"
> Gesendet: 14.08.07 18:41:55
> An: "User questions and discussions about OTRS.org"
> Betreff: Re: [otrs] Deactivating Telephone tickets + standard status after
> ticket anwer
> 
> Check sysconfig for removing menu items.  Its really easy once you locate it
> :)
> 
> For the default ticket status I think its also in sysconfig for default ticket
> state.
> 
> HTH,
> 
> Andy Lubel
> 
> 
> On 8/14/07 12:25 PM, "Markus Uelzer" <[EMAIL PROTECTED]> wrote:
> 
>> 
>> 
>> Hello folks,
>> 
>> 2 things that i haven't figutred out so far by using the documentation.
>> 
>> Telephone: Since our agents do not give telephone support the "Telephone
>> Ticket" button in the Top bar, as well as the link "Call customer" right to
>> every ticket is more or less useless. Can I deactivate those 2 functions
>> somehow without editing 10 files?
>> 
>> The second one. Is it possible to set the default ticket status to "closed"
>> as soon as an angent answers the ticket? Of course there is the dropdown when
>> answering a ticket, but it would be great, if the agent has not to choose
>> "close" for every answer he gives.
>> 
>>  
>> 
>>  
>> 
>> Many thanks in advance!
>> 
>>  
>> 
>>  
>> 
>> 
>> 
>> Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate
>> kostenlos testen. http://www.pc-sicherheit.web.de/startseite/?mc=00
>> <http://www.pc-sicherheit.web.de/startseite/?mc=00>
>> 
>> ___
>> 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 mailing list: otrs -
> Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo
> unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport or consulting
> for your OTRS system?=> http://www.otrs.com/
> 
> 
> 
> Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate
> kostenlos testen. http://www.pc-sicherheit.web.de/startseite/?mc=00
> <http://www.pc-sicherheit.web.de/startseite/?mc=00>
> 
> ___
> 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 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/

Re: [otrs] Deactivating Telephone tickets + standard status after ticket anwer

[Andy Lubel]

Check sysconfig for removing menu items.  Its really easy once you locate it
:)

For the default ticket status I think its also in sysconfig for default
ticket state.

HTH,

Andy Lubel


On 8/14/07 12:25 PM, "Markus Uelzer" <[EMAIL PROTECTED]> wrote:

> 
> 
> Hello folks,
> 
> 2 things that i haven't figutred out so far by using the documentation.
> 
> Telephone: Since our agents do not give telephone support the "Telephone
> Ticket" button in the Top bar, as well as the link "Call customer" right to
> every ticket is more or less useless. Can I deactivate those 2 functions
> somehow without editing 10 files?
> 
> The second one. Is it possible to set the default ticket status to "closed" as
> soon as an angent answers the ticket? Of course there is the dropdown when
> answering a ticket, but it would be great, if the agent has not to choose
> "close" for every answer he gives.
> 
>  
> 
>  
> 
> Many thanks in advance!
> 
>  
> 
>  
> 
> 
> 
> Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate
> kostenlos testen. http://www.pc-sicherheit.web.de/startseite/?mc=00
> <http://www.pc-sicherheit.web.de/startseite/?mc=00>
> 
> ___
> 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 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/

RE: [otrs] Closed Ticket Re-Opens

[Andy Lubel]

Out of office auto-replys commonly do this.. or when you send a "hi
customer, here is the answer to your issue" and you close it, then the
customer replies back "thanks" or something.
 
there are "follow up" settings in the admin --> queue area
 
HTH,
 

-Andy Lubel



 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Buice, David R
Sent: Wednesday, August 08, 2007 1:28 PM
To: User questions and discussions about OTRS.org
Subject: [otrs] Closed Ticket Re-Opens


Hello,
 
We have a ticket that after we close re-opens itself about 3 minutes
later.  We think it's related to an automatic email coming from the
ticket.  Anybody else seen anything like this before in OTRS?
 
Thanks
 
David Buice
ITIL Foundations Certified
EDS - PSIC
7000 Chicago Road
Warren, MI  48092
 
( Phone:+1-586-575-4525
+ mailto:[EMAIL PROTECTED]
cell: 248-249-9122
 
___
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/

RE: [otrs] PostMaster.pl permissions

[Andy Lubel]

not sure how they change themselves but you can just chmod +x the pl file(s)
 
when you say the perms are reset, is it the bits or the user/group owner?
 

-Andy Lubel



 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Partington, Eric
Sent: Wednesday, August 08, 2007 2:12 PM
To: otrs@otrs.org
Subject: [otrs] PostMaster.pl permissions



I have been struggling with the PostMaster.pl file and what I think is a 
problem with the permissions. 
As of the install on suse enterprise 10.0 the permissions are : 
-rw-r--r-- 1 wwwrun www   3985 2007-07-01 19:57 PostMaster.pl 
When using the otrs user I am unable to perform the test: 
cat /opt/otrs/doc/test-email-1.box | ./opt/otrs/bin/PostMaster.pl 
bash: /opt/otrs/bin/PostMaster.pl: Permission denied 

If I change the permissions of the PostMaster.pl file to 755, 
 I can run the test above, but after some time the permissions are reset.  How 
can I fix this or what am I doing wrong? 

Thanks, 

Eric 


___

This e-mail may be privileged and/or confidential, and the sender does not 
waive any related rights and obligations.
Any distribution, use or copying of this e-mail or the information it contains 
by other than an intended recipient is unauthorized.
If you received this e-mail in error, please advise me (by return e-mail or 
otherwise) immediately.  

Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce 
pas aux droits et obligations qui s'y rapportent.
Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il 
contient par une personne autre que le (les) destinataire(s) désigné(s) est 
interdite.
Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser 
immédiatement, par retour de courrier électronique ou par un autre moyen.
___
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/

RE: [otrs] HTML In Email Response

[Andy Lubel]

omg 20k a day would be insane!  we have been live for almost 1 year and
have that many in total.  our db is around 3gb and the file system
storage is around 8gb.  thats pure text + attachments.
 
HTML improves marketing messages imo, not response time or customer
service related to support requests.  im not a big fan of marketing :)
 
OTRS doesnt have (that i know of and we even have a support agreement) a
way to archive ticket data older than X months.  if they did then maybe
i wouldnt be so worried as to what this system is going to look like in
2 years.
 
Personally i like ascii art and plain text..
     
||K |||I |||S |||S ||
||__|||__|||__|||__||
|/__\|/__\|/__\|/__\|


Maybe OTRS can provide some insight?


-Andy Lubel



 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
BALAN, Daniel
Sent: Tuesday, August 07, 2007 3:29 AM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] HTML In Email Response



Hi Andy,

 

Are you talking about 20k tickets/day?

After all the technology should serve us and our customers so as long as
we need HTML in order to improve the service there should be a way to
overcome that "balloon".

 

Daniel

 

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Andy Lubel
Sent: Monday, August 06, 2007 4:28 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] HTML In Email Response

 

That's a great way to baloon your storage!

If you were like us and had 20,000+ tickets in your database then you
may not want that kind of overhead. 

My 2c,

Andy


On 8/6/07 2:56 AM, "BALAN, Daniel" <[EMAIL PROTECTED]> wrote:

Hi there,
 
I am afraid you will have no luck.
I am interested in the HTML option but the OTRS guys said this will not
be available in 2.2. Maybe later.
Please let me know if you find another solution.
 
Daniel
 

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Sanson, Rick
Sent: Thursday, July 26, 2007 5:45 PM
To: otrs
Subject: [otrs] HTML In Email Response

Hi! 

I am trying to find a way to add HTML into email responses/text entry
and also the ability to paste graphics into an email response or note? 

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
Support or 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 or consulting for your OTRS system?
=> http://www.otrs.com/

RE: [otrs] What would cause Followups to go to the wrong agent?

[Andy Lubel]

Take a look at the agents profile (when logged on as the agent not
receiving the notifications go to "Preferences").  There you will see
the notification settings.  You will need to also highlight the queues
that you want these notifications for.

HTH,
  


-Andy Lubel




-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
otrs user
Sent: Monday, August 06, 2007 2:26 PM
To: otrs@otrs.org
Subject: [otrs] What would cause Followups to go to the wrong agent?

Hi,

What would cause followups to go to the wrong agent?  I have an agent
that is not receiving followup notification when a customer replies to a
ticket.  Instead, the followup is going to an agent that is not involved
with the ticket in any way.

I've browsed the MySQL data to look for problems, but haven't seen any
issues.  Could anyone give me a clue where to look?

I'm running a current version of OTRS 2.2.1 on Linux, with data stored
in MySQL.

Cheers,

Charlie




   


Yahoo! oneSearch: Finally, mobile search that gives answers, not web
links. 
http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC

___
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 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/

RE: [otrs] installing otrs2

[Andy Lubel]

This may come in handy for OTRS folks.. Just make it into a file called 
(example) installed_perl_modules.pl.  Since I typically install this on systems 
that don't have a package manager (especially for perl modules), I just use 
perl shell.  Sometimes its good to know the completely manual way!

It will show you what perl stuff you have installed with the versions.  Make 
sure and chmod +x it before running :)

--begin (copy below this line)--
#!/usr/bin/perl

use ExtUtils::Installed;
my $instmod = ExtUtils::Installed->new();
foreach my $module ($instmod->modules()) {
my $version = $instmod->version($module) || "???";
   print "$module -- $version\n";
}
--end (copy above this line)--

HTH,

-Andy Lubel




-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Matthew Joyce
Sent: Monday, August 06, 2007 10:46 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] installing otrs2

I agree.
I did a manual install on Etch and the only problems I had were which perl 
module to install and some ldap/ad issues.

FWIW here's my perl packages, these maybe more than is needed. (`dpkg 
--get-selections | grep perl`)


libalgorithm-diff-perl  install
libapache2-mod-perl2install
libapt-pkg-perl install
libauthen-sasl-perl install
libcompress-zlib-perl   install
libconvert-asn1-perlinstall
libconvert-binhex-perl  install
libcrypt-passwdmd5-perl install
libdate-pcalc-perl  install
libdbd-mysql-perl   install
libdbi-perl install
libdevel-symdump-perl   install
libdigest-hmac-perl install
libdigest-sha1-perl install
libemail-valid-perl install
libgd-gd2-noxpm-perlinstall
libgd-graph-perlinstall
libgd-text-perl install
libhtml-parser-perl install
libhtml-tagset-perl install
libhtml-tree-perl   install
libio-stringy-perl  install
liblocale-gettext-perl  install
libmailtools-perl   install
libmime-perlinstall
libnet-daemon-perl  install
libnet-dns-perl install
libnet-domain-tld-perl  install
libnet-ip-perl  install
libnet-ldap-perlinstall
libpdf-api2-perlinstall
libperl5.8  install
libplrpc-perl   install
libtext-charwidth-perl  install
libtext-diff-perl   install
libtext-iconv-perl  install
libtext-wrapi18n-perl   install
libtimedate-perlinstall
liburi-perl install
libwww-perl install
libxml-parser-perl  install
perlinstall
perl-base   install
perl-modulesinstall


Regarding 'I would like to go live this week.' from the original poster, I 
don't see how you can expect to go live by the end of the week, if you're 
having install issues.
Presumably you are going to tailor and test?   UAT ?

I'll happily help if I can, but http://catb.org/~esr/faqs/smart-questions.html 
 
 
Matthew Joyce
02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical 
Research 
 




    From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Andy 
Lubel
Sent: Tuesday, 7 August 2007 1:59 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] installing otrs2


Wow,

Do a manual install.  The only issues that a normal sysadmin would have 
is solving the perl dependencies.  Im not sure exactly what a unix analyst is 
but if you cant manually install OTRS then you definitely don't want to use 
this long term in a production environment unless you purchase support.



On 8/6/07 11:22 AM, "Laurent Minost" <[EMAIL PROTECTED]> wrote:



Hi Andrew,

As a Unix Systems Analyst, don't you 

Re: [otrs] installing otrs2

[Andy Lubel]

Wow,

Do a manual install.  The only issues that a normal sysadmin would have is
solving the perl dependencies.  Im not sure exactly what a unix analyst is
but if you cant manually install OTRS then you definitely don¹t want to use
this long term in a production environment unless you purchase support.



On 8/6/07 11:22 AM, "Laurent Minost" <[EMAIL PROTECTED]> wrote:

> Hi Andrew,
> 
> As a Unix Systems Analyst, don't you feel we will miss a little bit of
> informations/details please ? :)
> Do you have some informations through Syslog and/or OTRS logs ( I don't know
> if with Etch package Syslog is the default logging method for OTRS) ?
> Did you check if OTRS database has been created automatically by post-script
> package install ? Does your mysql default installation is working properly (
> do a simple test through  from your machine)
> More basically, did you try the tarball package installation method ? or check
> the INSTALL file that comes with it ( all the installation process is listed
> in it) ?
> 
> Thanks by advance,
> 
> Best regards.
> 
> Laurent
> 
> 
> Le lundi 06 août 2007 à 09:59 -0500, Andrew Meyer a écrit :
>>  Hi,
>>  
>>  It seems that every time I send an email to this mailing nothing gets
>> accomplished.  But I am trying to go live with otrs2 at my company, and can¹t
>> figure out why every time I install the package, it doesn¹t work.  I am using
>> Debian Etch, with OTRS2.  If I install with mysql, it says there is some
>> database problem.  I have the mysql-client installed.  If its postgresql, it
>> doesn¹t install the user for administering the application.  Could someone
>> please advise me on this?  I would like to go live this week.
>>  
>>   
>>  
>>   
>>  
>>  Thanks for you help,
>>  
>>   
>>  
>>  Andrew Meyer
>>  
>>  Unix Systems Analyst
>>  
>>  Precision Practice Management
>>  
>>  1300 Hampton Ave., Ste 200
>>  
>>  314-787-0681  x39
>>  
>>  314-565-0868
>>  
>>  
>> 
>> ___
>> 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 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/


Andy Lubel
Application Administrator / IT Department

GTSI Corp.
3901 Stonecroft Boulevard
Chantilly, VA 20151
Tel: 1.800.999.GTSI ext.2309
Dir: 703.502.2309
[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 or consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] HTML In Email Response

[Andy Lubel]

That¹s a great way to baloon your storage!

If you were like us and had 20,000+ tickets in your database then you may
not want that kind of overhead.

My 2c,

Andy


On 8/6/07 2:56 AM, "BALAN, Daniel" <[EMAIL PROTECTED]> wrote:

> Hi there,
>  
> I am afraid you will have no luck.
> I am interested in the HTML option but the OTRS guys said this will not be
> available in 2.2. Maybe later.
> Please let me know if you find another solution.
>  
> Daniel
>  
> 
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
> Sanson, Rick
> Sent: Thursday, July 26, 2007 5:45 PM
> To: otrs
> Subject: [otrs] HTML In Email Response
>  
> Hi! 
>  
> I am trying to find a way to add HTML into email responses/text entry and also
> the ability to paste graphics into an email response or note?
>  
> 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
> Support or 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 or consulting for your OTRS system?
=> http://www.otrs.com/

RE: [otrs] Admin-Area for agents not in admin group

[Andy Lubel]

In sysconfig there are some settings where you can show buttons based on
group membership.  That shouldn't be the default so I wonder if you
changed something, or created a custom group? 


-Andy Lubel




-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Gerhard Weber
Sent: Thursday, July 26, 2007 10:50 AM
To: otrs@otrs.org
Subject: [otrs] Admin-Area for agents not in admin group

Hi,

I noticed that an agent who is not in the admin group gets the complete
Admin-Area block when clicking on Company (Action=AdminCustomerCompany)
or Customer (Action=AdminCustomerUser).
The Admin-Area includes all the admin links for "Users & Groups &
Roles", "Queue & Responses", "System" and "Misc".
The agent is only in the user group with all rights (ro, move_into,
create, owner, priority, rw).

The agent is not allowed to actally perform any of the Actions in the
Admin-Area ("No Permission to use this frontend module!"), but the links
are there.

Is this a bug? Or a feature? Can I get rid of this by some Config option
or else?

Thanks,
gerhard

___
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 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/

Re: [otrs] Reporting feature availibilty

[Andy Lubel]

And whip out your sherlock holmes magnifying glass.  Its super tiny
resolution.  

It would be nice if the nice people at OTRS blew this image up a little!

We do many queries directly with the database for daily reporting.  We even
cron some bash scripts to email.  Just know that the mysql client has some
neat output options and you probably don't have to go as far as you think to
get a simple report.

-Andy

On 6/13/07 7:06 AM, "Alexander Scholler" <[EMAIL PROTECTED]>
wrote:

>> I'm pretty sure that it is possible to generate similar reports using
>> SQL queries. I don't know if the OTRS database schema is documented[...]
> 
> see http://ftp.otrs.org/pub/otrs/misc/otrs-2.1-database.png
> ___
> 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 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/

Re: [otrs] PostMaster POP3 Account problem / PID already running

[Andy Lubel]

This may help explain it:

http://www.mail-archive.com/otrs@otrs.org/msg09254.html

-Andy 


On 5/30/07 2:10 PM, "Nathan Campbell" <[EMAIL PROTECTED]> wrote:

> I know of TCPView from SysInternals.
> I had rebooted the server several times and manually stopped and started the
> OTRS process. No avail.
> 
> Thanks,
> 
> Nathan Campbell
> Systems Administrator
> Dallas Symphony Association
> [EMAIL PROTECTED]
> 214-871-4026
> http://www.dallassymphony.com
> 
> Need IT Support? Submit a help ticket!
> http://dsaweb/helpdesk
> 
> 
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Andy
> Lubel
> Sent: Wednesday, May 30, 2007 1:08 PM
> To: User questions and discussions about OTRS.org
> Subject: Re: [otrs] PostMaster POP3 Account problem / PID already running
> 
> Yeah the message that you get:
>>> [Wed May 30 10:26:17 2007][Notice][Kernel::System::PID::PIDCreate] Can't
>>> create PID PostMasterPOP3, because it's already running
>>> (computername.domain.com/82712)!
> 
> You should investigate whether there is a runaway zombie process still
> running.  You shouldn't have had to change that ID, it doesn't really hurt
> anything but still..
> 
> If you were using a *nix I could help
> # ps -eaf |grep -i perl
> 
> In windows, there is something like that from sysinternals, maybe that can
> help.
> 
> -Andy
> 
> 
> On 5/30/07 12:59 PM, "Nathan Campbell" <[EMAIL PROTECTED]> wrote:
> 
>> I think I resolved the problems - not sure how or why it happened, bu tin the
>> SysConfig - Core:Postmaster section
>> (otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=
>> Core::P
>> ostMaster&SysConfigGroup=Ticket)
>> 
>> I modified the message size settings and reconnect count as suggested by Andy
>> and I also changed the PostmasterUserID to 2. It seemed to be worth a shot
>> since I was getting a PID already in use error message. At this point my
>> messages are dropping into the system and I do not see any errors in the log.
>> 
>> Thanks to everyone for your help!
>> 
>> Nathan Campbell
>> 
>> -Original Message-
>> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Andy
>> Lubel
>> Sent: Wednesday, May 30, 2007 11:14 AM
>> To: User questions and discussions about OTRS.org
>> Subject: Re: [otrs] PostMaster POP3 Account problem
>> 
>> On 5/30/07 11:59 AM, "Nathan Campbell" <[EMAIL PROTECTED]> wrote:
>> 
>>> Not worried about the CRON thing anymore ­ it is working. Still not getting
>>> messages into the system, but I don¹t believe it is CRON.
>>> Maybe this is closer to the problem ­ it¹s so rare that I am required to
>>> deal
>>> with OTRS anymore that I forget how to troubleshoot the thing ­
>>>  
>>> I checked the log (duh!) and found that 5 days ago something caused
>>> authentication to fail:
>>>  
>>> [Fri May 25 15:29:25 2007][Error][Kernel::System::Email::SMTP::Send][76]
>>> SMTP
>>> authentication failed! Enable debug for more info!
>>> [Fri May 25 15:50:02 2007][Error][main::FetchMail][166] Auth for user
>>> [EMAIL PROTECTED] failed!
>>> Rinse repeat
>> This doesn't seem like a POP3 auth problem, its that you have SMTP auth
>> enabled.  Check those settings in sysconfig.
>>>  
>>> But, I kind of already had that idea before even looking at the log, so I
>>> changed the passwords for the POP3 account ­ so I am no longer seeing that
>>> message and in fact a couple of messages did drop into the system after I
>>> made
>>> that modification:
>> Hmm ok, but remember SMTP and POP3 auth are different. On your exchange
>> server do you have SMTP auth on?
>>>  
>>> [Wed May 30 09:50:29 2007][Notice][main::FetchMail] Fetched 20 email(s) from
>>> [EMAIL PROTECTED]
>>>  
>>> But like I said there are over 200 messages in that mailbox ­ why only fetch
>>> 20 of them??
>>> Here are the most recent log entries ­ I do not understand the PID message
>>> but
>>> believe that to be a problem.
>> OTRS by default only receives 20 at a time (per scheduled cron).  This can
>> be changed in sysconfig as well. If you have 100 messages running the script
>> 5 times will pull 100 messages.
>>>  
>>>  
>>> [Wed May 30 10:00:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't
>>> create PID PostMasterPOP3, because it's already running

Re: [otrs] My First Time

[Andy Lubel]

You need to post your config!

Also look at the manual, there is a section about importing ldap users into
the OTRS database.. I suspect you don't have that part in your config file.

HTH,

Andy


On 5/30/07 12:57 PM, "Jason Chambers" <[EMAIL PROTECTED]> wrote:

> Hi All,
> 
> I'm a first time user to OTRS as our company is testing different ticketing
> systems. I'm currently having issues getting the customer authentication to AD
> LDAP to work properly as there are weird error messages in my syslog. Can
> anyone assist? Here's the messages I get.
> 
> Wed May 30 12:27:01 2007 error OTRS-CGI-10 First bind failed! 80090308:
> LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece
> Wed May 30 12:26:57 2007 error OTRS-CGI-10 First bind failed! 80090308:
> LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece
> Wed May 30 12:19:52 2007 notice OTRS-CGI-10 CustomerUser: jason (CN=Jason
> Chambers,OU=Users,OU=GNA,DC=geosoft,DC=com) authentification ok (REMOTE_ADDR:
> 192.168.0.162).
> Wed May 30 12:19:52 2007 error OTRS-CGI-10 First bind failed! 80090308:
> LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece
> 
> Even though the message says successful login, I will get Panic! No
> UserData!!!
> 
> 
> Jason Chambers
> IT Helpdesk Support
> Geosoft Inc.
> 85 Richmond St. West - 8th Floor
> Toronto, Ontario, Canada
> M5H 2C9
> Tel: 416-369-0111 x344
> Fax: 416-369-9599
> www.geosoft.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 or consulting for your OTRS system?
> => http://www.otrs.com/

Andy Lubel
Application Administrator / IT Department

GTSI Corp.
3901 Stonecroft Boulevard
Chantilly, VA 20151
Tel: 1.800.999.GTSI ext.2309
Dir: 703.502.2309
[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 or consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] PostMaster POP3 Account problem / PID already running

[Andy Lubel]

Yeah the message that you get:
>> [Wed May 30 10:26:17 2007][Notice][Kernel::System::PID::PIDCreate] Can't
>> create PID PostMasterPOP3, because it's already running
>> (computername.domain.com/82712)!

You should investigate whether there is a runaway zombie process still
running.  You shouldn't have had to change that ID, it doesn't really hurt
anything but still..

If you were using a *nix I could help
# ps -eaf |grep -i perl

In windows, there is something like that from sysinternals, maybe that can
help.

-Andy


On 5/30/07 12:59 PM, "Nathan Campbell" <[EMAIL PROTECTED]> wrote:

> I think I resolved the problems - not sure how or why it happened, bu tin the
> SysConfig - Core:Postmaster section
> (otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup= Core::P
> ostMaster&SysConfigGroup=Ticket)
> 
> I modified the message size settings and reconnect count as suggested by Andy
> and I also changed the PostmasterUserID to 2. It seemed to be worth a shot
> since I was getting a PID already in use error message. At this point my
> messages are dropping into the system and I do not see any errors in the log.
> 
> Thanks to everyone for your help!
> 
> Nathan Campbell
> 
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Andy
> Lubel
> Sent: Wednesday, May 30, 2007 11:14 AM
> To: User questions and discussions about OTRS.org
> Subject: Re: [otrs] PostMaster POP3 Account problem
> 
> On 5/30/07 11:59 AM, "Nathan Campbell" <[EMAIL PROTECTED]> wrote:
> 
>> Not worried about the CRON thing anymore ­ it is working. Still not getting
>> messages into the system, but I don¹t believe it is CRON.
>> Maybe this is closer to the problem ­ it¹s so rare that I am required to deal
>> with OTRS anymore that I forget how to troubleshoot the thing ­
>>  
>> I checked the log (duh!) and found that 5 days ago something caused
>> authentication to fail:
>>  
>> [Fri May 25 15:29:25 2007][Error][Kernel::System::Email::SMTP::Send][76] SMTP
>> authentication failed! Enable debug for more info!
>> [Fri May 25 15:50:02 2007][Error][main::FetchMail][166] Auth for user
>> [EMAIL PROTECTED] failed!
>> Rinse repeat
> This doesn't seem like a POP3 auth problem, its that you have SMTP auth
> enabled.  Check those settings in sysconfig.
>>  
>> But, I kind of already had that idea before even looking at the log, so I
>> changed the passwords for the POP3 account ­ so I am no longer seeing that
>> message and in fact a couple of messages did drop into the system after I
>> made
>> that modification:
> Hmm ok, but remember SMTP and POP3 auth are different. On your exchange
> server do you have SMTP auth on?
>>  
>> [Wed May 30 09:50:29 2007][Notice][main::FetchMail] Fetched 20 email(s) from
>> [EMAIL PROTECTED]
>>  
>> But like I said there are over 200 messages in that mailbox ­ why only fetch
>> 20 of them??
>> Here are the most recent log entries ­ I do not understand the PID message
>> but
>> believe that to be a problem.
> OTRS by default only receives 20 at a time (per scheduled cron).  This can
> be changed in sysconfig as well. If you have 100 messages running the script
> 5 times will pull 100 messages.
>>  
>>  
>> [Wed May 30 10:00:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't
>> create PID PostMasterPOP3, because it's already running
>> (computername.domain.com/82712)!
>> [Wed May 30 10:00:03 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100]
>> Module 'Kernel::Config::GenericAgent' not found!
>> [Wed May 30 10:10:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't
>> create PID PostMasterPOP3, because it's already running
>> (computername.domain.com/82712)!
>> [Wed May 30 10:20:03 2007][Notice][Kernel::System::PID::PIDCreate] Can't
>> create PID PostMasterPOP3, because it's already running
>> (computername.domain.com/82712)!
>> [Wed May 30 10:20:04 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100]
>> Module 'Kernel::Config::GenericAgent' not found!
>> [Wed May 30 10:26:17 2007][Notice][Kernel::System::PID::PIDCreate] Can't
>> create PID PostMasterPOP3, because it's already running
>> (computername.domain.com/82712)!
>> [Wed May 30 10:26:30 2007][Notice][Kernel::System::PID::PIDCreate] Can't
>> create PID PostMasterPOP3, because it's already running
>> (computername.domain.com/82712)!
>> [Wed May 30 10:26:36 2007][Notice][Kernel::System::PID::PIDCreate] Can't
>> create PID PostMasterPOP3, because it's

Re: [otrs] PostMaster POP3 Account problem

[Andy Lubel]

tain West Heart Center
> IT Dept
> [EMAIL PROTECTED]
> 801.270.4108
> 
> 
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nathan
> Campbell
> Sent: Wednesday, May 30, 2007 9:24 AM
> To: User questions and discussions about OTRS.org
> Subject: [otrs] PostMaster POP3 Account problem
>  
> I have had OTRS running for 6 months now and no problems.
> I received a call from the department using it and was notified that there are
> no new emails arriving in the system for the past few days.
>  
> All messages go to a single POP3 account and imports the messages into the
> OTRS system and from there the messages are routed into the queues based on
> Subject or To / From filters.
>  
> I have verified that the password is correct in Active Directory, Config.pm,
> and set through the interface.
>  
> I now have a backlog of over 200 messages ­ how can I force the system to
> import them? This used to happen automatically (I never even setup a CRON job)
> but now they are not being pulled over.
>  
> Windows 2003 Server
> OTRS 2.1.7
> MySQL
> Exchange 2000
>  
> Thanks!
> Nathan Campbell
>  
> 
> 
> ___
> 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/


Andy Lubel
Application Administrator / IT Department

GTSI Corp.
3901 Stonecroft Boulevard
Chantilly, VA 20151
Tel: 1.800.999.GTSI ext.2309
Dir: 703.502.2309
[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 or consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] MAPI support in OTRS

[Andy Lubel]

No, enable POP3 support.  There isn't any OSS that I know of that support M$
MAPI.

Exchange FTW?

-Andy


On 5/14/07 2:55 AM, "[EMAIL PROTECTED]"
<[EMAIL PROTECTED]> wrote:

> Hi to all,
> 
> Does anybody perhaps have a solution to the problem of using OTRS with MAPI?
> 
> Unfortunately we are able to use MAPI only.
> 
> Kind regards
> 
> Branislav Dobrodolac
> 
> --
> 
> T-Systems Enterprise Services GmbH
> Systems Integration
> Application Development & Service Factory
> 
> Solution Center PLM
> 
> Branislav Dobrodolac
> 
> Fasanenweg 5, D-70771 Leinfelden-Echterdingen, Germany
> 
> Phn   +49-711-972-49475
> 
> Fax   +49-711-972-90330
> 
> mailto:[EMAIL PROTECTED]
> 
> T-Systems Enterprise Services GmbH
> 
> Aufsichtsrat: René Obermann (Vorsitzender)
> 
> Executive Committee: Lothar Pauly (Vorsitzender)*, Helmut Binder, Albert Henn,
> 
> Olaf Heyden*, Katrin Horstmann, Ulrich Kemp, Axel Knobe*, Wilfried Peters*,
> 
> Dr. Herbert Schaaff*, Zvezdana Seeger*
> 
> Handelsregister: Amtsgericht Frankfurt am Main HRB 55933
> 
> Sitz der Gesellschaft: Frankfurt am Main
> 
> WEEE-Reg.-Nr. DE87523644
> 
> *Geschäftsführer gem. § 35 GmbHG
> 
> T-Systems ­ Business flexibility
> 
> 
> 
> ___
> 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/


Andy Lubel
Application Administrator - IT
 
GTSI Corp.
3901 Stonecroft  Boulevard
Chantilly, VA, 20151
Phone: 703.502.2309
[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 or consulting for your OTRS system?
=> http://www.otrs.com/

RE: [otrs] No $ENV{REMOTE_USER}

[Andy Lubel]

are you trying to use NTLM integrated login?
 

-Andy Lubel



 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Thursday, May 10, 2007 11:04 AM
To: otrs@otrs.org
Subject: [otrs] No $ENV{REMOTE_USER}



Hi List,

 

I'm try to setup OTRS using Microsoft LDAP as Backend for Customer &
Agents. For the Login I want to use Http Basic Auth.

 

By now I can login with my LDAP-User, but when I activate the following
lines

$Self->{AuthModule}=Kernel::System::Auth::HTTPBasicAuth;

$Self->{Customer::AuthModule}=Kernel::System::CustomerAuth::HTTPBasicAut
h;

 

I get the following message in the OTRS-Log:

 

[Notice][Kernel::System::Auth::HTTPBasicAuth::Auth] User: No
$ENV{REMOTE_USER} !(REMOTE_ADDR: 127.0.0.1).

 

What do I have to do so that OTRS get the current user?

 

I'm using OTRS 2.1.7 + Windows Server 2003 (Apache, mysql)

 

Greetings, david 

 

___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=> http://www.otrs.com/

RE: [otrs] Another newbie question (blamy!)

[Andy Lubel]

Look at the OTRS manual install instructions.

Something like this:
#perl -MCPAN -e shell
perl> install Net:LDAP
perl> install XML::Parser

Packagemanager (in OTRS) has nothing to do with perl.

If you still have problems do a 
#uname -a 
For us so we can see what OS you are using as well as elaborating on how
you installed OTRS.

HTH,

-Andy Lubel




-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Filippo Fiorani
Sent: Thursday, May 10, 2007 1:19 PM
To: User questions and discussions about OTRS.org
Subject: [otrs] Another newbie question (blamy!)

Hi there,

I've installed OTRS 2.04 with a few modules missing, see list below:

Net::LDAP ... not installed! (for directory authentication - not
required) GD ... not installed! (for stats - not required) GD::Text ...
not installed! (for stats - not required) GD::Graph ... not installed!
(for stats - not required) GD::Graph::lines ... not installed! (for
stats - not required) GD::Text::Align ... not installed! (for stats -
not required) XML::Parser ... not installed! (required for strong xml
use - not required!)

But now I need to install missing modules.
PackageManager won't work, because of the XML::Parser missing, I think.
How can I do that?

Cheer Dudes!
Ciao,
Filippo


___
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 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/

RE: [otrs] Performance of web interface?

[Andy Lubel]

mod_perl is ok if you only have one instance of it called per apache
instance. 


-Andy Lubel




-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Thursday, May 10, 2007 6:17 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Performance of web interface?

Mike wrote:

> Ahh, it looks like I am using the CGI config. I assume I can just 
> reconfigure apache and my otrs startup to use mod_perl as outlined in 
> the README.webserver ?
> I dont need to do a fresh install of OTRS??

No, you don't need to reinstall OTRS. Change your apache config to use
mod_perl and OTRS should be a bit snappier after that.

Nils Breunese.
___
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 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/

RE: [otrs] Best Linux to run on

[Andy Lubel]

I got about a 40% increase in performance after updating and tweaking
mysql5.  we run on both the database and the web server on separate OSX
(10.4) machines and constantly have ~30 agents and about 200+ tickets a
day.  So far its still pretty peppy.  We use FS storage.  

Its not so much the OS as it is how you configure it.  If you are using
centOS or fedora, all I can think about is the useless extra services
that run.  If you can install something really customizable, like Gentoo
I bet you would have performance more accurately reflecting of whats
running to support OTRS.  Those linuxes are just a big overhead in my
opinion.. Too many things running by default.


-Andy Lubel




-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Dave Wojciechowski
Sent: Saturday, May 05, 2007 8:17 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

Mine is external I think van Beugen is too

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Maurice James Ny
Sent: Saturday, May 05, 2007 6:54 PM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] Best Linux to run on

My DB is on board

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Dave Wojciechowski
Sent: Sunday, April 29, 2007 6:08 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

Is your db on board or external? 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Maurice James Ny
Sent: Sunday, April 29, 2007 10:51 AM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] Best Linux to run on

For me
Loading search page 2.11 sec
Search all tickets < 2.00 sec
Search all tickets last 3 days in a queue < 2.00 sec Search a ticket on
ticket number 1.5 sec Login 1.98 sec Logout .703 sec SysConfig link in
the admin area 11.53 sec!!! **what's up with that?** Search for the term
acl in the SysConfig area 14.563 sec!!!

On another note I would like to find out how to reject emails that do
not have ticket numbers. Anyone know?

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Peter van Beugen
Sent: Saturday, April 28, 2007 2:29 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

Loading the search page: 2-3 secs
Searching "all tickets" last 3 days in a queue: 6 secs Searching a
ticket on ticketnumber: 2 secs



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dave
Wojciechowski
Verzonden: zaterdag 28 april 2007 18:53
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Best Linux to run on

What is your page load time for say search, just clicking search, how
many seconds. 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Peter van Beugen
Sent: Saturday, April 28, 2007 6:34 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

I run several OTRS servers on "old" Compaq PC hardware and in runs very
very well:
Fedora Core 5 and FC6
Compaq PC, P3, 800 mhz, 512mb, 20Gb HD

MySQL is running on a separate dedicated MySQL server (also FC5, RAID5,
1Gh, 512 mb, 136 Gb SCSI) for two of my OTRS servers (but also many
other applications)

One of the OTRS servers has daily about 15-20 users all day workhours
MySQL database for that server is 4+ Gb





-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Dave
Wojciechowski
Verzonden: zaterdag 28 april 2007 0:13
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Best Linux to run on

On a lot of the functions (requests in otrs from users via the web site)
apache is hammered @ 50% on a p4 1.7 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Dave Wojciechowski
Sent: Friday, April 27, 2007 5:55 PM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Best Linux to run on

Well the reason I ask is that I'm running on centos 4.4 and I just feel
that it should run better, I was wondering if anyone found that it ran
better on cert. platforms?

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Chris Fischer
Sent: Friday, April 27, 2007 5:52 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Best Linux to run on

Dave Wojciechowski wrote:
> Everyone that has worked w/ OTRS what is the best platform to run OTRS

> on on the linux side?

The one you prefer to use. Personally, I run Debian on all my servers
and OTRS runs just fine on Debian.

Chris
___
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: htt

RE: [otrs] faster ticket-creation

[Andy Lubel]

Look at formassembly.com and phpmailer.sourceforge.net for some good
building blocks ;)

I did my form completely standalone from OTRS install.
 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Peter van Beugen
Sent: Thursday, April 19, 2007 3:21 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] faster ticket-creation

We also program our own webforms (in ColdFusion) and based on the input
criteria send a structured e-mail to a specific e-mail address and POP
all these e-mail boxes in their own OTRS queue (so we do the "Postmaster
filtering" in our webforms, so we can program everything and route on
every criteria we want). We also store the data from the webform in a
separate MySQL database for better reporting on different type of
tickets.

Regards,
Peter



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Alexander Scholler
Verzonden: donderdag 19 april 2007 7:34
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] faster ticket-creation

Hi,

we want to be able to create ticket with standard-issues faster and with
higher data-quality (standarized informations provided in the ticket)
than in standard-OTRS.
Normally,
* the agent
  have to create a mail- or phone-ticket,
  must write down the issue as free text and must set
  - priority
  - queue
  - ...
* the customer
  - have to open a web-ticket
- write down the issue as free text
- set priority etc...
  - have to write a mail
and the agent has to set queue, priority, etc...

Much work if you have to handle many tickets concerning some
standard-issues like
* data-restore-request
* mail-account-creation
* access-rights-modification
* ...

What is your suggestion how to optimize this?

Of course, you can achieve optimization in using special mail-adresses
for incoming mail-tickets and postmaster-filters to preset some values
(like queue, priority, ...)

But I think most potential would come out if you switch from free text
written by the customer to a form-based ticket-creation through the
customer.

E.g. if he request a data-restore, he has to provide
* the exact location of the files
* the date of the file that should be restored
* shall the present file be overriden or not
* ...?

How can these forms be achieved?
Not so easy with the customer-webgui?
It would be easier within the comanies intranet, but then the data has
to be send to otrs in a special mail-format (with extensive usage of
x-mailheaders for postmaster-filter, and the intranet-form must also
care for customer-authentification

Is this the right way you would also suggest?

I would welcome spreading discussion on this issue.

Bye, Alex

p.s.
There has been some posting previously about using faq-articles as
ticket-creation-templates. Without thinking too much about this, I think
this can only be some kind of solution for the agent creating the
ticket. But if the customer shall create the ticket...
___
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 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/

Re: [otrs] How to upgrade from 2.1.6 -> 2.1.7

[Andy Lubel]

Don't,  stay in control and use the tarfile for upgrade.. Just check the
readme and upgrade doc.. Should be really straight forward.



On 4/13/07 11:43 AM, "Jan-Jacob Bakker" <[EMAIL PROTECTED]> wrote:

> Hi Peter,
> 
> I installed from tar.gz, running Centos 4.4 so i was not sure if an  rpm
> install would be successfull
> 
> 
> 
> Peter van Beugen schreef:
>> I did an upgrade form 2.1.3 -> 2.1.4 -> 2.1.5 -> 2.1.6 :
>> Stopped OTRS
>> stopped Apache
>> downloaded and ran the (new) 2.1.x rpm
>> started Apache
>> started OTRS
>> Done
>> (Maybe you want to backup your stuff first...)
>> 
>> Regards,
>> Peter
>> 
>> -Oorspronkelijk bericht-
>> Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
>> Jan-Jacob Bakker
>> Verzonden: vrijdag 13 april 2007 16:48
>> Aan: [EMAIL PROTECTED]
>> Onderwerp: [otrs] How to upgrade from 2.1.6 -> 2.1.7
>> 
>> Currently i'm running 2.1.6.
>> 
>> What would be the correct upgrade/update order to move to 2.1.7?
>> I'm running Centos 4.4
>> 
>> Regards,
>> Jan-Jacob
>> 
>>   
> 
> ___
> 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/

Re: [otrs] Data compressing

[Andy Lubel]

Hmm and the only thing in between the file system and the web page is perl
correct?  Maybe it has something to do with perl.

Im most intrigued by this..

Let us know what you find,

Andy


On 4/12/07 4:33 PM, "Tom" <[EMAIL PROTECTED]> wrote:

> I will chcek this precisely toomorow but as I wrote
> It seems to be OTRS charset encoding converting problem
> or dont know what. When StorageModule->ArticleStorageFS
> and I send email encoded in ISO8859-2 to OTRS then attachments
> with body of that email are not fully readable. When
> StorageModule->ArticleStorageDB
> there is no problem. When StorageModule->ArticleStorageFS those attachments
> are
> wrote to the disk but now I dont know in which encoding? In encoding they
> were sent or
> they are converted to UTF-8 when I have default charset =UTF-8 in OTRS ?
> 
> When I create new file with Vi or MC under console with polish characters
> and afterthat
> I open them under firefox or IE everything is fine and encoding is UTF-8. So
> I have
> set locales to UTF-8.
> 
> - Original Message -
> From: "Andy Lubel" <[EMAIL PROTECTED]>
> To: "User questions and discussions about OTRS.org" <[EMAIL PROTECTED]>
> Sent: Wednesday, April 11, 2007 8:42 PM
> Subject: Re: [otrs] Data compressing
> 
> 
> Does this link help?  Its for gentoo but talks about setting locales, maybe
> playing with this setting will fix the fs storage:
> 
> http://www.gentoo.org/doc/en/guide-localization.xml
> 
> -Andy
> 
> On 4/11/07 1:44 PM, "Tom" <[EMAIL PROTECTED]> wrote:
> 
>>> Hi Tom
>> 
>>>> On Tue, Apr 10, 2007 at 04:22:15PM +0200, Tom wrote:
>>>> Is data inserted to OTRS's database compressed?
>> 
>>> No.
>> 
>>>> Which storage module is better to use ArticleStorageFS or
>>>> ArticleStorageDB?
>> 
>>> That depends on your needs :). If you have to process many attachments
>>> I'd use the FS module. But setting up the DB module is easier because
>>> you don not have to care about filesystem permissions.
>> 
>> But If I would like to use FS module there is problem with encoding.
>> I write about this problem here:
>> http://lists.otrs.org/pipermail/otrs/2007-April/018279.html
>> and here I pasted whole description:
>> 
>> There are problems with viewing email's body written in attachments as
>> html
>> and plain text when StorageModule->ArticleStorageFS.
>> When I set StorageModule=ArticleStorageFS then when I send email to OTRS
>> in
>> plain text and HTML like it can be done by
>> Thunderbird Mozilla, then when I open this ticket under OTRS I have email
>> body shown also as attachments (plain text, html).
>> Problem is when for example send to OTRS email is ISO-8859-2 encoded and
>> when I'm opening this attachments in new window
>> then there are no polish characters visible (ZZCLÓASe). There is no such
>> problem when as StorageModule is set ArticleStorageDB.
>> What is the Problem? I have in /etc/enviroment LANG="en_US.UTF-8"  and in
>> /etc/locale.gen en_US.UTF-8 UTF-8 in the first row .
>> 
>> 
>> System is Debian.
>> 
>> ___
>> 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/

Re: [otrs] Data compressing

[Andy Lubel]

Does this link help?  Its for gentoo but talks about setting locales, maybe
playing with this setting will fix the fs storage:

http://www.gentoo.org/doc/en/guide-localization.xml

-Andy

On 4/11/07 1:44 PM, "Tom" <[EMAIL PROTECTED]> wrote:

>> Hi Tom
> 
>>> On Tue, Apr 10, 2007 at 04:22:15PM +0200, Tom wrote:
>>> Is data inserted to OTRS's database compressed?
> 
>> No.
> 
>>> Which storage module is better to use ArticleStorageFS or
>>> ArticleStorageDB?
> 
>> That depends on your needs :). If you have to process many attachments
>> I'd use the FS module. But setting up the DB module is easier because
>> you don not have to care about filesystem permissions.
> 
> But If I would like to use FS module there is problem with encoding.
> I write about this problem here:
> http://lists.otrs.org/pipermail/otrs/2007-April/018279.html
> and here I pasted whole description:
> 
> There are problems with viewing email's body written in attachments as html
> and plain text when StorageModule->ArticleStorageFS.
> When I set StorageModule=ArticleStorageFS then when I send email to OTRS in
> plain text and HTML like it can be done by
> Thunderbird Mozilla, then when I open this ticket under OTRS I have email
> body shown also as attachments (plain text, html).
> Problem is when for example send to OTRS email is ISO-8859-2 encoded and
> when I'm opening this attachments in new window
> then there are no polish characters visible (ZZCLÓASe). There is no such
> problem when as StorageModule is set ArticleStorageDB.
> What is the Problem? I have in /etc/enviroment LANG="en_US.UTF-8"  and in
> /etc/locale.gen en_US.UTF-8 UTF-8 in the first row .
> 
> 
> System is Debian.
> 
> ___
> 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/

RE: [otrs] Alerting admin by email when error appears

[Andy Lubel]

It does.. If your CRON is set up right!

Windows guys, not sure whats done there..

-Andy 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Tom
Sent: Saturday, April 07, 2007 4:29 AM
To: otrs@otrs.org
Subject: [otrs] Alerting admin by email when error appears

Has OTRS got posibility to notify Administrator on occured error?
Something like an error occured and OTRS sends email to administrator
with log about it ?
___
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/

RE: [otrs] [Feature Request] Ticket Templates

[Andy Lubel]

Well.. Because this wasn't possible for us to afford OTRS to do for us
(we would have in turn allowed it to be released under GPL - which
didn't lower the price), and doesn't look possible with my coding
skills, we just used the formsassembly library and created some forms
with the phpmailer library and basically a selection toggles an email
address which changes the queue.  It's the cleanest way I could do it,
and it does come with a price, that being that my form doesn't talk at
all to OTRS and sometimes there is some manual 'syncing' that I have to
do when updating either system.

Maybe that gives you some ideas, maybe we can talk OTRS into getting
this really overlooked capability (customizing data gathering for a
ticket based on selections).  It would really complete OTRS in my
opinion - guys like kayako prey on the lack of this feature when trying
to sell theirs.

/rant

-Andy

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Alexander Scholler
Sent: Thursday, April 05, 2007 8:29 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] [Feature Request] Ticket Templates

Hi Vladimir,

Vladimir Doisan schrieb:
> Is it possible to have a new ticket templates based on the selected
Queue?

I'm also interested in such a feature. I know that you can reuse the
faq-module for ticket-templates, but I think this is not practicable.
> 
> For example when a customer selects Queue named "Printer", the new 
> ticket text area will show the info that needs to be entered
> 
> Printer Location:
> Printer Name:
> Printer Model:
> Description of the Problem:
> 
> An additional feature would be a mechanism to prevent empty tickets 
> with just these 3 lines above by using line compare to the template 
> (ignoring carriage returns)
> 
> Thanks

Bye, 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 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] Otrs support

[Andy Lubel]

Yeah, we pay for the support and have been pretty happy with it so far :)

Other than the time difference which causes a delay in responses I would 
recommend it if you really care about your support system.

-Andy 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Vicente Barbera
Sent: Wednesday, April 04, 2007 4:02 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Otrs support

Ok,

sorry i didn't see it.

Thanks Bas.

2007/4/4, Bas Rijniersce <[EMAIL PROTECTED]>:
> Hi,
>
> > Hi all,
> >
> > otrs support is too slow, is there another support site?
> > mailinglist is too slow. No answers to the questions and probems.
>
> If you would have looked on the main website, you would have seen the 
> link Support -> Commercial support: http://otrs.org/support/ 
> OpenSource projects don't come with an SLA, they come with a manual 
> and friendly people who try to help. If you need commercial grade 
> support, you will have to pay for it.
>
> > Regards,
> > Vince
>
> Bas
>
> - 
> This email is confidential and may be privileged. If you have received this 
> email in error please delete it and inform the sender immediately. 
> Unauthorized distribution or use is strictly prohibited and may result in 
> penalties and/or damages.
> ___
> 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/
>


--
Vicente Barberá Colino
[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 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/

Re: [otrs] PDF problem

[Andy Lubel]

Reach into CPAN and download the module!

#perl -MCPAN -e shell
Cpan> install PDF::API2

Check the manual page 17, for more information.

HTH,

Andy


On 3/29/07 4:27 AM, "Vicente Barbera" <[EMAIL PROTECTED]> wrote:

> Hi All,
> 
> i am having this error on log:
> 
> PDF support activated in SysConfig but cpan-module PDF::API2 isn't installed!
> Thu Mar 29 09:27:49 2007 error OTRS-CGI-10 Module 'PDF::API2' not found!
> 
> otrs is installed in a freebsd box, who knows what port i need to solve this?
> 
> Regards,
> Vince.
> ___
> 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/

Re: [otrs] IMAP on Windows

[Andy Lubel]

Call perl:

"Perl c:\otrs\blah\blah\postmasterpop3.pl"

(if the perl.exe is in your path statement).  You could also probrably
associate an application with that filetype but doing it the way I said
before is a more "correct" way to do it.

HTH,

Andy


On 3/27/07 10:18 PM, "Chris Watt" <[EMAIL PROTECTED]> wrote:

> Hi Torsten,
> 
> I scheduled that task to run every 5 minutes, but all it seems to do
> is open the text file, now actually run it.  Am I doing something
> wrong?  Should I be scheduling it some other way?
> 
> Cheers
> ~Chris
> 
> 
> 
> 
> On 3/22/07, Torsten Thau <[EMAIL PROTECTED]> wrote:
>> -BEGIN PGP SIGNED MESSAGE-
>> Hash: SHA1
>> 
>> 
>>> # This software comes with ABSOLUTELY NO WARRANTY. For details, see
>>> # the enclosed file COPYING for license information (GPL). If you
>>> # did not receive this file, see http://www.gnu.org/licenses/gpl.txt.
>>> # --
>>> # fetch emails every 10 minutes...
>>> */10 * * * *$OTRSHOME/bin/PostMasterMailAccount.pl >> /dev/null
>> 
>> oups... Sorry I forgot that your'e on Windows. So you have to set up a
>> scheduled job, which does the same as the cron job: run the script
>> PostMasterMailAccount.pl every x minutes.
>> 
>> regards, Torsten Thau
>> 
>> - --
>> Torsten Thau, Dipl. Inform.
>> c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
>> phone: +49 371 5347 623
>> cell: +49 176 66 680 680
>> pgp-key: 0x292F987D
>> fax: +49 371 5347 625
>> http://www.cape-it.de
>> -BEGIN PGP SIGNATURE-
>> Version: GnuPG v1.4.3 (GNU/Linux)
>> 
>> iD8DBQFGAn9LvXo8m5PgoXQRAss+AJ9+3OpN+wd/x5bE3XF38rpVM4ktwgCfex0K
>> lH2ms/C34SpxEeeinVveyJ8=
>> =5Xux
>> -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 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 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] creating new e-mail tickets

[Andy Lubel]

Interesting, I would like to take a look, I have always been interested in
customizing the entry screen.  We checked with the OTRS (commercial arm)
folks about doing it and it was like 3000$ US.. To do almost exactly as you
said!

Andy Lubel


On 3/15/07 11:19 AM, "John Blumel" <[EMAIL PROTECTED]> wrote:

> At 11:05 AM 3/15/2007, you wrote:
>> When creating a new ticket using the "e-mail ticket" button,
>> unfortunately we don't have access to the pre-canned responses that
>> we've saved in the OTRS admin section.  These responses are only
>> accessible from e-mail tickets that are already assigned to a
>> queue.  How can we make it possible to access the responses from the
>> "EmailNew" view?
>> 
>> I looked through the Sysconfig but didn't see anything like this
>> there.  This is really critical for us.
> 
> We've modified the Kernel/Output/HTML/Standard/AgentTicketEmail.dtl
> html template file to add a dropdown list of canned "responses" that
> get inserted into the Text field when selected. Fairly quick to do:
> Grabbed some JavaScript code that does essentially that (the
> insertTags function from the MediaWiki wikibits.js), added a JS array
> containing the "response" texts, added a SELECT list (to the right of
> the Customer link) with OPTIONs describing the "responses",  and
> added an onChange event to the SELECT that uses the selectedIndex to
> pass the message text to insertTags.
> 
> I can send our AgentTicketEmail.dtl file, if you're interested.
> 
> 
> John Blumel 
> 
> ___
> 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/

Re: [otrs] Access to the MYSQL database

[Andy Lubel]

Just read the mysql documentation on user management and that should be all
you need.  I wouldn't use the otrs account, rather create a select only user
for querying the database as it sounds like you don't have all that much
experience in this realm - it will keep you from doing anything rash to the
database other than causing performance issues stemming from bad queries.

http://www.google.com/search?q=mysql+user+management

HTH,

Andy Lubel


On 3/13/07 9:33 PM, "Salvador Manzo" <[EMAIL PROTECTED]> wrote:

> You provided them on install, I think.  The defaults are included in the
> basic documentation as I recall (it's the ROOT account listed in the docs.)
> 
> 
> On 3/13/07 18:03, "Getchell, Adam" <[EMAIL PROTECTED]> wrote:
> 
>> Hello,
>> 
>> I'm looking to directly connect to the OTRS database (with Aquadata
>> Studio), so I can run some reports not in the system.
>> 
>> Before I do that, I have to allow my host to connect to MySQL.
>> 
>> Before I do that, I have to be able to login to the OTRS database (with
>> MySQL Administrator) to set the permissions.
>> 
>> So -- where do I find the username/password info?
>> 
>> I've been looking at the OTRS 2.0 Administrator manual, but I haven't
>> found where this is documented.
>> 
>> Thanks,
>> 
>> ***
>> * Adam Getchell, M.S.
>> * Director of Information Technology
>> * College of Agricultural & Environmental Sciences
>> * [EMAIL PROTECTED] (530)752-8008
>> ***
>> "Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu
> 
> 
> - 
> Salvador Manzo  [ 620 W. 35th St  €  Los Angeles, CA 90089   e.
> [EMAIL PROTECTED] ]
> Auxiliary Services IT, Datacenter
> University of Southern California
> 818-612-5112
> Discourage self-help, and loyal subjects become the slaves of ruffians.
> Over-stimulate self-assertion, and for the arbitrament of the Courts you
> substitute the decision of the sword or the revolver. - The Law of the
> Constitution, by A.V. Dicey (MacMillan, London 1885).
> 
> ___
> 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/

RE: [otrs] RE: Got error 134 from storage engine

[Andy Lubel]

Also make sure that under preferences that you have the queues
highlighted in which you wish to search on.  If they arent, the enitire
queue is excluded from the search.

-Andy 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Grant, DM (Donna)
Sent: Tuesday, March 13, 2007 5:05 AM
To: otrs@otrs.org
Subject: [otrs] RE: Got error 134 from storage engine

Grant, DM ((Donna)) wrote:

> Can anyone help? OTRS is not currently returning any results on the 
> ticket search even though I know there are some matches. I have 
> included the lines from our logs.
>
> 

What version of OTRS? Did you recently upgrade? If so, was the database
schema updated as well?

Nils Breunese.

OTRS 2.0.4. We haven't recently upgraded.
___
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/

Re: [otrs] Re: otrs Digest, Vol 44, Issue 18

[Andy Lubel]

After preparing some of my queries, I actually started seeing if there was
any updated eclipse tools and I think I found one that looks really nice and
very portable - its called BIRT (http://www.eclipse.org/birt/phoenix/)

I'm quickly picking up on it!


On 3/8/07 3:06 PM, "Bas Rijniersce" <[EMAIL PROTECTED]> wrote:

> Hi,
>  
>> I do some querying to the mysql db using sunshine reports
>> (eclipse plugin) to get my formatting.  Sunshinereports is
>> like a sexy front end for jasperReports.
>  
>> Ireports sounds good to me for RDL's :)
> 
> RDL?? :-)
> 
> Would you be willing to share your SQL queries as well?
>  
>> -Andy
> ___
> 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/

Re: [otrs] Re: otrs Digest, Vol 44, Issue 18

[Andy Lubel]

I do some querying to the mysql db using sunshine reports (eclipse plugin)
to get my formatting.  Sunshinereports is like a sexy front end for
jasperReports.

Ireports sounds good to me for RDL's :)

-Andy

PS - I didn't think anyone used cold fusion anymore ;).  Oh wait, what am I
saying, I'm still using Mod_perl.



On 3/8/07 2:29 PM, "Bas Rijniersce" <[EMAIL PROTECTED]> wrote:

> Hi,
> 
>>> Is anybody using Jaspr reports for OTRS reporting?
>>> Jasper reports is an open source, Java based reporting
>>> toolset: http://jasperforge.org/sf/projects/jasperreports
>  
>> I've heard of it... frankly, though, for reporting, and many
>> simple apps, nothing beats CFML for productivity. I use the
>> BlueDragon server for simple stuff like this.
> 
> But ColdFusion is payware, or is ther a free version you use? It would
> be nice to have a completely free stack.
>  
>>> The very useful feature would be that people can start contributing
>>> reports for other people to use,
>  
>> A report repository would be awesome... but not everyone will
>> want to use Jasper. So in addition to the product specific
>> definition, 
>> Documenting the report/schema SQL used would be useful to
>> post, too. That would permit easy migration to other
>> reporting tools, and actually represents most of the
>> development effort!
> 
> I completely agree, I'm guessing you are reading your mail bottom up (if
> sorted new to old :). You will see another mail from me asking people
> for their Real-Smart-SQL-Queries-For-Reports(tm).
> 
> So if you have any, please share them :)
> 
> I would be perfectly fine with documenting smart report queries and
> provide the Ireports implementation of them. If we build a nice set they
> could maybe go on the website (or I can host them somewhere).
> 
>> Mike Morris
> 
> Bas (who now sees you read the digest, not the individual mails :)
> ___
> 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/