Re: [otrs] OTRS IN SOLARIS
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
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 OTRS disk drive:\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
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] Problem installing OTRS 2.2.3
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, PRODUCT line 4. at (eval 19) line 3 Compilation failed in require at (eval 19) line 3, PRODUCT 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, PRODUCT 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
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, PRODUCT line 4. at (eval 19) line 3 Compilation failed in require at (eval 19) line 3, PRODUCT 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, PRODUCT 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/
Re: [otrs] 2.2.3 updrade to 2.2.4
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?
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] Practical Examples... Locking?
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?
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?
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] OT - Cannot get mail or access internet, but intranet ok
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/ winmail.dat___ OTRS mailing 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
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
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
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/ winmail.dat___ OTRS mailing 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
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 otrs@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 otrs@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/ winmail.dat___ OTRS mailing 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
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] 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] Manual OTRS Installation on Win32
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 http://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
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] error Module KernelModules not found
Install the faq module. http://faq.otrs.org/otrs/public.pl?Action=PublicFAQCategoryID=33ItemID=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] Can otrs capture an incoming email and create a queue item?
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] Creating a new user agent (Postgres, Mac OSX)
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 ... 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
Re: [otrs] Backup and Restore - OTRS running on FreeBSD
What?? Are you saying the backup¹ 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] Creating a new user agent (Postgres, Mac OSX)
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 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
Re: [otrs] two problems with LDAP authentication
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
form action=/otrs/customer.pl method=post name=compose
enctype=multipart/form-data
input type=hidden name=Action value=CustomerTicketMessage
input type=hidden name=Subaction value=StoreNew
input type=hidden name=Expand value=
input type=hidden name=FormID
value=1194532037.5609107.86464706
bla bla bla
/form
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',
};
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
Re: [otrs] two problems with LDAP authentication
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)
$Self-{UserSyncLDAPMap} = {
# DB - LDAP
Firstname = 'givenName',
Lastname = 'sn',
Email = 'mail',
};
Kurt O'Connor
Linn State Technical College
[EMAIL PROTECTED]
573-897-5275
--
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf
Of Daniele
Sent: Wednesday, November 07, 2007 8:05 AM
To: otrs@otrs.org
Subject: [otrs] two problems with LDAP authentication
I updated otrs from 2.0.4 to 2.2.3 yesterday on my debian server.
I didn't change the db. I am still using the previous installation
mySQL db.
Today, if I use internal DB authentication I can get inside my OTRS
as admin and all is fine.
But, if I change my kernel/config.pm to use LDAP authentication, I
get the following two problems.
1st. I no longer can get in as DB admin, I MUST use a different admin
account from MS AD.
2nd. I no longer can get/see the edit field to enter user names on
the left side of the [ User Management ] area of the admin [ User ]
section
Can someone help me, please?
Thank you in advance.
Daniele
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Re: [otrs] Installing on a shared hosted server
Not possible. Good news though, 90% of web hosting companies (I use joyent/textdrive) give shell access, and tons of other useful services for 15$ 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] Installing on a shared hosted server
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
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
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-
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Behalf Of
[EMAIL PROTECTED]
Sent: Wednesday, October 31, 2007 5:00 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 51, Issue 64
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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
Re: [otrs] Prevent Wrapping of URLs in Tickets Created By Emailing
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 snip 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: snip http://www.powercommander.com/powercommander_iii_usb/powercommander_all_down loads.aspx?mk=8 http://www.powercommander.com/powercommander_iii_usb/powercommander_all_dow nloads.aspx?mk=8mdl=62yr=2006 mdl=62yr=2006 map -009 is listed twice Dustin Schaller Powersports Technical Support Manager Dynojet Research 800-992-4993 www.dynojet.com www.powercommander.com snip http://helpdesk.dynojetcorp.com/otrs/index.pl?Action=AgentZoomTicketID=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] Creating a new user agent (Postgres, Mac OSX)
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 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
Re: [otrs] Creating a new user agent (Postgres, Mac OSX)
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 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
Re: [otrs] Upgrade OTRS v. 2.0.4 to v. 2.2.3
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]
mailto:[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/ destination
/usr/bin/mysqldump -A -u otrs -p destination/backup.sql
cat crontab -u otrs -e destination
.) make sure you backuped everything
.) update source to 2.2.x (our your desired Version)
.) execute upgrade skript your.db to 2.x
.) execute upgrade skript your.db to 2.1
.) execute upgrade skript your.db to 2.2
Worked like a charm for me.
hth
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Re: [otrs] Creating a new user agent (Postgres, Mac OSX)
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 ___ OTRS mailing 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
RE: [otrs] Creating a new user agent (Postgres, Mac OSX)
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] LDAP and win32 OTRS
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] Can't load link backend module Kernel::System::LinkObject::FAQ! at /usr/share/otrs//Kernel/System/LinkObject.pm line 149
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=PublicFAQCategoryID=33ItemID=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] RE: what is the best linux distro in my situation?
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
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 otrs@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. 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
Re: [otrs] RE: what is the best linux distro in my situation?
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
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
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RE: [otrs] Remove lock option from tickets
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
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RE: [otrs] help with Fetch
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] Port Binding
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] error creating ticket from POP3 account
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\binc:\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=
=1q8P
-END PGP SIGNATURE-
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Re: [otrs] Customer can post ticket with notification to agent without creating and/logging into the customer portal
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] OTRS very slow
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://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/ Search from any Web page with powerful protection. Get the FREE Windows Live Toolbar Today! Try it now! ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail
Re: [otrs] Slow performance - repeated query
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] IRC integration
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] Auto-generated config files
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] Subversion integration
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] Upgrade 1.3 - 2.2
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] What is more faster for otrs: MySQL or PostgreSQL
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] Re: LDAP Authentication using Microsoft Active Directory server
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
username@domain 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
Firstname = 'givenName',
Lastname = 'sn',
Email = 'mail',
};
# UserSyncLDAPGroups
# (If LDAP was selected for AuthModule, you can specify initial
# user groups for first
Re: [otrs] Re: LDAP Authentication using Microsoft Active Directory server
';
$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' ],
],
};
end additions to Config.pm http://Config.pm
On my AD box, I ran: ldifde -f users.ldf -d OU=Tuscaloosa - Sheet
Mill,dc=tsteel,dc=com -r objectClass=user
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:
begin snippet from users.ldf
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
end snippet from users.ldf
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
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= http://www.otrs.com/
-Andy Lubel
--
___
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Support or consulting for your OTRS system?
= http://www.otrs.com/
Re: [otrs] What is more faster for otrs: MySQL or PostgreSQL
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
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: [otrs] OTRS is too slow
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] 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/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
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] PostMaster.pl permissions
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] Closed Ticket Re-Opens
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] installing otrs2
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 feel we will miss a little
bit of informations/details please ? :)
Do you have some
RE: [otrs] What would cause Followups to go to the wrong agent?
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] HTML In Email Response
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!
___
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Support or consulting for your OTRS system?
= http://www.otrs.com/
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Support or consulting for your OTRS system?
= http://www.otrs.com/
Re: [otrs] HTML In Email Response
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] 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 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 mysql -u root -p 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] -- image.jpg___ OTRS mailing 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
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
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
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] 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=AdminSysConfigSubaction=EditSysConfigSubGroup= Core::P ostMasterSysConfigGroup=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 already running (computername.domain.com/82712)! [Wed May 30 10:26:44 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/82712)! [Wed May 30 10:26:51 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/82712)! [Wed May 30 10:27:32 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/82712)! [Wed May 30 10:30:02 2007][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running (computername.domain.com/82712)! [Wed
Re: [otrs] My First Time
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
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=AdminSysConfigSubaction=EditSysConfigSubGroup= Core::P ostMasterSysConfigGroup=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
Re: [otrs] MAPI support in OTRS
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] -- image.jpg___ OTRS mailing 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?
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] Another newbie question (blamy!)
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] No $ENV{REMOTE_USER}
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
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RE: [otrs] Best Linux to run on
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: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your
RE: [otrs] faster ticket-creation
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
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
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
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
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
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
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
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
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] Access to the MYSQL database
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] creating new e-mail tickets
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] RE: Got error 134 from storage engine
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. snip 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
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
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/
Re: [otrs] Error: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc[..]
Do you run this system (the web server) on windows or linux? If its linux could you paste a 'uname -a' output? did you remember doing this (without error)? #perl -MCPAN -e shell #install DBD::Oracle On 3/5/07 5:41 PM, Andrew Bergman [EMAIL PROTECTED] wrote: Cheers for the reply Andy, I would test that if I knew how. I am quite new to all this. Andy Andy Lubel wrote: I would investigate the perl modules to make sure you can connect to a database with apache and mod_perl. Have you tried that? -Andy -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Andrew Bergman Sent: Monday, March 05, 2007 12:39 AM To: otrs@otrs.org Subject: [otrs] Error: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc[..] Hi OTRS peoples, I am getting the following error from OTRS when I load it up in a browser: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Mon Mar 5 16:34:01 2007 Message: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. Traceback (14104): Module: Kernel::System::DB::new (v1.57) Line: 172 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 145 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 We have checked and the otrs user has all the necessary Oracle env settings ie ORACLE_HOME, ORACLE_BASE, LD_LIBRARY_PATH, however it doesn't seem to like something. Anyone able to assist? -- ___ OTRS mailing 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] Truncated upload
What is your max_allowed packet in your DB daemon? Even though you use the file system to store files, they still first go through the web_upload_cache table before placed on the local file system. If you are using MySQL its in the my.cnf file and a normal value is something between 8-16mb. HTH, Andy Lubel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca Martella Sent: Monday, March 05, 2007 6:17 AM To: otrs Subject: [otrs] Truncated upload 05-03-2007 Hello all! I'm Luca from Italy. We have OTRS correctly configured on a windows platform and we have a problem: all the files attached to a ticket are truncated! Sometimes it truncated only 16 bytes, other times even 20-30 kbytes. We use the file system to store the files. Does anyone have suggestions for this issue? Thanks in advance Luca Martella Unilab S.r.l. Development Team [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] Error: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc[..]
I would investigate the perl modules to make sure you can connect to a database with apache and mod_perl. Have you tried that? -Andy -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Andrew Bergman Sent: Monday, March 05, 2007 12:39 AM To: otrs@otrs.org Subject: [otrs] Error: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc[..] Hi OTRS peoples, I am getting the following error from OTRS when I load it up in a browser: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Mon Mar 5 16:34:01 2007 Message: ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc. Traceback (14104): Module: Kernel::System::DB::new (v1.57) Line: 172 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 145 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 We have checked and the otrs user has all the necessary Oracle env settings ie ORACLE_HOME, ORACLE_BASE, LD_LIBRARY_PATH, however it doesn't seem to like something. Anyone able to assist? -- Andrew Bergman Systems Administrator Microlistics Pty Ltd Direct: +61 3 8329 2050 Mobile: +61 411 706 713 Fax: +61 3 9326 7588 e-mail: [EMAIL PROTECTED] -- It is the way of the world, Baldrick - the abused always kick downwards. I am annoyed, and so I kick the cat... the cat pounces on the mouse, and finally, the mouse bites you on the behind. ___ OTRS mailing 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: RE: [otrs] Truncated upload
So you have the 'max_allowed_packet' set to 16mb in the [mysqld] section of my.cnf. The next place I would look would be apache. Can you find and maybe paste interesting looking logs? Have you made any changes in 'sysconfig' area yet? -Andy -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca Martella Sent: Monday, March 05, 2007 10:32 AM To: User questions and discussions a Subject: Re: RE: [otrs] Truncated upload 05-03-2007 Thanks Andy for your answer! I've checked the config file and the max_allowed_packet is set to 16Mbytes... Unfortunately we had this problem even with attachments of 1 Mbyte :( Luca Martella Unilab S.r.l. Development Team [EMAIL PROTECTED] === At 05-03-2007, 15.30.37 you wrote: === What is your max_allowed packet in your DB daemon? Even though you use the file system to store files, they still first go through the web_upload_cache table before placed on the local file system. If you are using MySQL its in the my.cnf file and a normal value is something between 8-16mb. HTH, Andy Lubel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca Martella Sent: Monday, March 05, 2007 6:17 AM To: otrs Subject: [otrs] Truncated upload 05-03-2007 Hello all! I'm Luca from Italy. We have OTRS correctly configured on a windows platform and we have a problem: all the files attached to a ticket are truncated! Sometimes it truncated only 16 bytes, other times even 20-30 kbytes. We use the file system to store the files. Does anyone have suggestions for this issue? Thanks in advance Luca Martella Unilab S.r.l. Development Team [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/ ___ OTRS mailing 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: RE: [otrs] Truncated upload
Yes, us american companies don't experience the joy of umalots so I wouldn't be much help there :) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Dr., Thomas (LfStaD) Sent: Monday, March 05, 2007 10:44 AM To: User questions and discussions about OTRS.org Subject: AW: RE: [otrs] Truncated upload Hello Luca, Have you checked the attachments in the file system under /OTRS_HOME/var/article/year/month/day/articlenumber ? We have seen this some problems with strange names of the attachments, like Ü Regards Thomas -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Luca Martella Gesendet: Montag, 5. März 2007 16:32 An: User questions and discussions a Betreff: Re: RE: [otrs] Truncated upload 05-03-2007 Thanks Andy for your answer! I've checked the config file and the max_allowed_packet is set to 16Mbytes... Unfortunately we had this problem even with attachments of 1 Mbyte :( Luca Martella Unilab S.r.l. Development Team [EMAIL PROTECTED] === At 05-03-2007, 15.30.37 you wrote: === What is your max_allowed packet in your DB daemon? Even though you use the file system to store files, they still first go through the web_upload_cache table before placed on the local file system. If you are using MySQL its in the my.cnf file and a normal value is something between 8-16mb. HTH, Andy Lubel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca Martella Sent: Monday, March 05, 2007 6:17 AM To: otrs Subject: [otrs] Truncated upload 05-03-2007 Hello all! I'm Luca from Italy. We have OTRS correctly configured on a windows platform and we have a problem: all the files attached to a ticket are truncated! Sometimes it truncated only 16 bytes, other times even 20-30 kbytes. We use the file system to store the files. Does anyone have suggestions for this issue? Thanks in advance Luca Martella Unilab S.r.l. Development Team [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/ ___ OTRS mailing 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] Customer Replies dont get appended in the ticket
Yes that¹s how it works. I¹m not sure you do anything other than set up OTRS as documented. We map each queue to an email alias; not sure that¹s even needed (with header filtering) so long as the ticket can be replied to and you are pulling mail in with OTRS via pop3postmaster.pl or equivalent. HTH, Andy On 2/15/07 11:35 AM, Amit Jain [EMAIL PROTECTED] wrote: Hello, Can the customer directly reply to the ticket via email instead of using customer interface.? If yes what settings are to be done. Regards, Amit Jain ___ OTRS mailing 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 on Windows SBS System
I suggest that you take out an exchange manual or check exchange specific mailing lists. Here are some links to get you started. I do agree that if OTRS is the only thing needing POP3 access that you ³secure² it similar to the way Dave explained in the first reply. http://www.microsoft.com/technet/prodtechnol/exchange/Guides/Ex2k3DepGuide/0 142e228-d939-4a3c-b718-fc1cca389fdd.mspx?mfr=true http://www.google.com/Top/Computers/Software/Groupware/Microsoft_Exchange/Ch ats_and_Forums/ Good luck, Andy Lubel On 12/27/06 11:19 AM, Dave Wojciechowski [EMAIL PROTECTED] wrote: Mike, Could you turn on pop3 interface in exchange and restrict the connections on the pop3 protocol to only the IP of the otrs svr From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Hayward Sent: Wednesday, December 27, 2006 4:22 AM To: otrs@otrs.org Subject: [otrs] OTRS on Windows SBS System Hi All, I have a Windows SBS2003 server running Exchange 2003, but not in POP3 mode. All emails come into that machine as the primary Mail Exchanger. I have OTRS running on a second Windows Server 2003r2 Standard system, and want to get the incoming support emails from the SBS box. All I can see is POP3 settings, but they are not working, presumably because I am not running POP on the main email server. Can someone assist me in making the correct setting changes to enable email reception? Sending is working fine. Thanks Mike Hayward ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/ -- ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] GD Module Not Found
Maybe you are more suited for windows OS! The internet, namely GOOGLE.COM (or your favorite search engine) can help you with basic questions such as these. http://www.linux.org/docs/online_books.html -Andy PS - Nils, We cant help people who cant help themselves! On 12/8/06 1:23 PM, Nils Breunese (Lemonbit) [EMAIL PROTECTED] wrote: henche muliawan wrote: sorry, where i can fix my dns. how to configure dns? I already suggested to post the contents of your /etc/resolv.conf. It should contain the IP adressese of your DNS servers. 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 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/
