[otrs] SQL Error in System Log
Hello Everyone, I have OTRS 2.4.5 on windows 2008 with MSSQL as the DB. I am getting some SQL error in the log, when i click on Dashboard. [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time = 1266554749 ORDER BY st.until_time DESC' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_state_id IN (7) AND st.until_time = 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time = 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.queue_id IN (3, 4, 6, 8, 13, 14, 15, 16, 17, 18, 19, 20, 21, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52) AND st.ticket_state_id IN (7) AND st.until_time = 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.responsible_user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time = 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw WHERE sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) AND tw.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time = 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_state_id IN (7) AND st.until_time = 1266553909 ORDER BY st.until_time ASC' The reason of this issue as of my understanding is st.ticket_state_id IN ( ), there is no value in IN( ) but what is the reason behind this, why this happening, Please guide me. Thanks Regards Arpit Gupta =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] How to map SLA and Queue
Hello everyone, Is there any way of mapping SLA with the queue, In my setup each queue has different SLA. My aim of doing this is : when a customer selects a queue, SLA associated with that queue should automatically come in SLA field. Any help would be appreciated. Thanks Regards Arpit Gupta =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Performance tuning
Hello All, I have otrs 2.4.5 on windows 2008 and mssql 2005. Performance of system is not satisfactory, Can anybody guide me how can i improve the speed of my system. I have enabled the PerlEx already. I am using Activestate Perl. Regards A G =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] How to delete CI's
Hello Marco,I do not want to delete my Agent data, Queue details etc.. Is there any method by which i can only delete the CI's and tickets. Thanks RegardsArpit Gupta-otrs-boun...@otrs.org wrote: -To: "User questions and discussions about OTRS." otrs@otrs.orgFrom: Marco Vannini marco.vann...@gmail.comSent by: otrs-boun...@otrs.orgDate: 01/20/2010 01:09PMSubject: Re: [otrs] How to delete CI'sif CI and ticket are not the only thing that have to be deleted drop database otrs from mysql; and proceed with steps 3.2.4.2. Installing the OTRS database manually from http://doc.otrs.org/2.4/en/html/x531.html On Tue, Jan 19, 2010 at 1:59 PM, Arpit2 G arpit...@tcs.com wrote: Hello Everyone, I have completed the testing of OTRS in my environment, now i want to delete the CI's and Tickets from System. for tickets i guess we can delete them by Generic Agent, Please guide me how to delete the CI's. Regards A G =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ -OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsNEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!http://www.otrs.com/en/support/enterprise-subscription/ =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :(
I tried that also but system is restoring the previous values. But I did not restarted the IIS, may be it was because of that only. Finally i am configuring my System via normal Perl and once all changes are done I'll switch to PerlEX. But I would like to know the reason behind this, this is a big issue in OTRS.If anybody had any idea on this problem. Please let us know. Regards A G From: Astner Johannes johannes.ast...@acp.at To: User questions and discussions about OTRS. otrs@otrs.org Date: 01/15/2010 01:39 PM Subject:Re: [otrs] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :( Sent by:otrs-boun...@otrs.org The blank field is also not created on my system. Apart from the SysConfig Issue everything is working fine and smooth. Maybe it's possible to create the field in the OTRS-Home/Kernel/Config/Files ZZZAAuto.pm and ZZZAuto.pm files?! Johannes -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Arpit2 G Gesendet: Freitag, 15. Jänner 2010 08:38 An: User questions and discussions about OTRS. Cc: User questions and discussions about OTRS.; otrs-boun...@otrs.org Betreff: Re: [otrs] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :( Hello Astner, But in my case even when i click on New button, Blank field is not coming. Did you find any other issues apart from Sysconfig. Rest of the features are working perfectly for you ??? did u find any other isues? Arpit Gupta From: Astner Johannes johannes.ast...@acp.at To: User questions and discussions about OTRS. otrs@otrs.org Date: 01/15/2010 01:04 PM Subject:Re: [otrs] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :( Sent by:otrs-boun...@otrs.org Hi A G, after I changed from Perl to PerlEx I faced the same problem. But when I change any value in the SysConfig and I restart the IIS afterwards, the values are accepted. Johannes -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Arpit2 G Gesendet: Freitag, 15. Jänner 2010 05:09 An: otrs@otrs.org Betreff: [otrs] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :( Hello Everyone, I am running otrs 2.4.5 on windows 2008. Yesterday I configured my IIS 7 with PerlEx, OTRS application is running fine, Speed is also improved but i am facing one strange problem - I am not able to make any changes in sysconfig, changes are not being saved. Even when i click on New button to add a new field in any config file, only the page gets refreshed nothing happened :( After this I again switched back to normal Perl (Without PerlEx), Everything is working fine. Please guide me what mistake i am doing here. I have followed this blog to configure PerlEx: http://blogs.iis.net/wadeh/archive/2009/04/13/running-perl-on-iis-7.aspx Regards A G =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs
[otrs] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :(
Hello Everyone, I am running otrs 2.4.5 on windows 2008. Yesterday I configured my IIS 7 with PerlEx, OTRS application is running fine, Speed is also improved but i am facing one strange problem - I am not able to make any changes in sysconfig, changes are not being saved. Even when i click on New button to add a new field in any config file, only the page gets refreshed nothing happened :( After this I again switched back to normal Perl (Without PerlEx), Everything is working fine. Please guide me what mistake i am doing here. I have followed this blog to configure PerlEx: http://blogs.iis.net/wadeh/archive/2009/04/13/running-perl-on-iis-7.aspx Regards A G =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :(
Hello Astner, But in my case even when i click on New button, Blank field is not coming. Did you find any other issues apart from Sysconfig. Rest of the features are working perfectly for you ??? did u find any other isues? Arpit Gupta From: Astner Johannes johannes.ast...@acp.at To: User questions and discussions about OTRS. otrs@otrs.org Date: 01/15/2010 01:04 PM Subject:Re: [otrs] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :( Sent by:otrs-boun...@otrs.org Hi A G, after I changed from Perl to PerlEx I faced the same problem. But when I change any value in the SysConfig and I restart the IIS afterwards, the values are accepted. Johannes -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Arpit2 G Gesendet: Freitag, 15. Jänner 2010 05:09 An: otrs@otrs.org Betreff: [otrs] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :( Hello Everyone, I am running otrs 2.4.5 on windows 2008. Yesterday I configured my IIS 7 with PerlEx, OTRS application is running fine, Speed is also improved but i am facing one strange problem - I am not able to make any changes in sysconfig, changes are not being saved. Even when i click on New button to add a new field in any config file, only the page gets refreshed nothing happened :( After this I again switched back to normal Perl (Without PerlEx), Everything is working fine. Please guide me what mistake i am doing here. I have followed this blog to configure PerlEx: http://blogs.iis.net/wadeh/archive/2009/04/13/running-perl-on-iis-7.aspx Regards A G =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Retrieving information from Surveys
Hello All, Is it possible in otrs to generate a report based on survey statistics. My aim is generate survey report according to the queue. Thanks Regards Arpit Gupta ESM Sub Focus Area, TEG Open Source Platform Tata Consultancy Services Cell:- 91-9769256991 Mailto: arpit...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Problem in Ticket Escalation via Generic Agent
Hi Sourabh, Thanks for the answers, Yes that was the issue :) But now i have a question. Actually in my scenario I want customers should be able to see only 1st Level queue while creating a ticket, but when i include customers under users group, all the queues are coming in To field . Do you have any idea on this. Regards Arpit Gupta From: Sourabh Sarwate sourabh2...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 01/11/2010 01:59 PM Subject:Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by:otrs-boun...@otrs.org Hi Arpit I think its issue with the mapping. As you are aware that we can map customer and groups , and each group can contain multiple queue, so if the ticket get escalated in a queue which is associated with a group for which customer is not having access, customer will not be able to see the ticket from customer interface. In your case is it possible to map the customer to user group ?? or try to give the access to required group for the customer . Hope it it will solve your problem. Regards Sourabh Sarwate tOn Mon, Jan 11, 2010 at 12:03 PM, Arpit2 G arpit...@tcs.com wrote: Hello, I noticed one more thing, even when agent moves the ticket to another queue, that ticket goes from My Tickets section of customer interface. I guess i have done something wrong.Please guide me. Regards A G From: Arpit2 G arpit...@tcs.com To: User questions and discussions about OTRS. otrs@otrs.org Cc: User questions and discussions about OTRS. otrs@otrs.org , otrs-boun...@otrs.org Date: 01/11/2010 10:12 AM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: otrs-boun...@otrs.org Hello, Can anyone guide me why this is happening, is it really a bug?? OTRS people please reply. Regards AG From: Marco Vannini marco.vann...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Cc: otrs-boun...@otrs.org Date: 01/08/2010 04:30 PM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: otrs-boun...@otrs.org ops... sorry... not read or not well interpeted. no idea... bug ? On Fri, Jan 8, 2010 at 11:28 AM, Arpit2 G arpit...@tcs.com wrote: Hello Marco, I enabled that view now i can see Escalation view in agent interface but My question was regarding Customer-Interface i.e. http://X.X.X.X/otrs/customer.pl?Action=CustomerTicketOverViewType=MyTickets As soon as ticket got escalated the ticket is no more in My Ticket List. Regards Arpit Gupta From: Marco Vannini marco.vann...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 01/08/2010 03:39 PM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: otrs-boun...@otrs.org Hi, enabling this button ? Frontend::Module###AgentTicketEscalationView: Frontend module registration for the AgentTicketEscalationView object in the agent interface. MV On Fri, Jan 8, 2010 at 11:02 AM, Arpit2 G arpit...@tcs.com wrote: Hello Everyone, I am trying to use generic agent via web-interface for escalating ticket from 1st level queue to 2nd level. Tickets are getting escalated but I am facing one issue here. After the ticket has been escalated, that ticket is no more visible in My Tickets section of Customer web-interface. Can anybody please guide me what is the mistake here. Thanks in advance Regards Arpit Gupta =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended
Re: [otrs] Problem in Ticket Escalation via Generic Agent
Hello Marco, Thanks a lot, it worked for me. I defined customer in users group and have limited the queues to only 1st Level as described. Thanks once again. Regards Arpit Gupta From: Sourabh Sarwate sourabh2...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Cc: otrs-boun...@otrs.org Date: 01/11/2010 03:04 PM Subject:Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by:otrs-boun...@otrs.org Hi Marco, I dont think so its a proper solution. because if we limit the user for one queue it will fix the problem not show all the queue.. but if a ticket move in a queue which is associated with a group for which customer is not having access, the ticket for sure will despairer from customer interface. I think both the things are not related to each other, might be its a bug or if you have any suggestion so please guide us. Regards Sourabh Sarwate On Mon, Jan 11, 2010 at 2:28 PM, Marco Vannini marco.vann...@gmail.com wrote: try to read this http://www.mail-archive.com/otrs@otrs.org/msg28939.html MV On Mon, Jan 11, 2010 at 9:53 AM, Arpit2 G arpit...@tcs.com wrote: Hi Sourabh, Thanks for the answers, Yes that was the issue :) But now i have a question. Actually in my scenario I want customers should be able to see only 1st Level queue while creating a ticket, but when i include customers under users group, all the queues are coming in To field . Do you have any idea on this. Regards Arpit Gupta From: Sourabh Sarwate sourabh2...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 01/11/2010 01:59 PM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: otrs-boun...@otrs.org Hi Arpit I think its issue with the mapping. As you are aware that we can map customer and groups , and each group can contain multiple queue, so if the ticket get escalated in a queue which is associated with a group for which customer is not having access, customer will not be able to see the ticket from customer interface. In your case is it possible to map the customer to user group ?? or try to give the access to required group for the customer . Hope it it will solve your problem. Regards Sourabh Sarwate tOn Mon, Jan 11, 2010 at 12:03 PM, Arpit2 G arpit...@tcs.com wrote: Hello, I noticed one more thing, even when agent moves the ticket to another queue, that ticket goes from My Tickets section of customer interface. I guess i have done something wrong.Please guide me. Regards A G From: Arpit2 G arpit...@tcs.com To: User questions and discussions about OTRS. otrs@otrs.org Cc: User questions and discussions about OTRS. otrs@otrs.org , otrs-boun...@otrs.org Date: 01/11/2010 10:12 AM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: otrs-boun...@otrs.org Hello, Can anyone guide me why this is happening, is it really a bug?? OTRS people please reply. Regards AG From: Marco Vannini marco.vann...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Cc: otrs-boun...@otrs.org Date: 01/08/2010 04:30 PM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: otrs-boun...@otrs.org ops... sorry... not read or not well interpeted. no idea... bug ? On Fri, Jan 8, 2010 at 11:28 AM, Arpit2 G arpit...@tcs.com
Re: [otrs] Name of the owner instead of user-id in Customer My Tickets
Hello Everyone, Any idea on following problem, Any suggestions: Hello Everyone, I want to display Name of the Owner instead of user-id under My Tickets in Customer Web Interface. I have changed this in agent section via editing the respective .dtl file. I tried to edit CustomerStatusView.dtl but no luck. Please guide me how can i make this change. Regards AG =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Problem in Ticket Escalation via Generic Agent
Hello, Can anyone guide me why this is happening, is it really a bug?? OTRS people please reply. Regards AG From: Marco Vannini marco.vann...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Cc: otrs-boun...@otrs.org Date: 01/08/2010 04:30 PM Subject:Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by:otrs-boun...@otrs.org ops... sorry... not read or not well interpeted. no idea... bug ? On Fri, Jan 8, 2010 at 11:28 AM, Arpit2 G arpit...@tcs.com wrote: Hello Marco, I enabled that view now i can see Escalation view in agent interface but My question was regarding Customer-Interface i.e. http://X.X.X.X/otrs/customer.pl?Action=CustomerTicketOverViewType=MyTickets As soon as ticket got escalated the ticket is no more in My Ticket List. Regards Arpit Gupta From: Marco Vannini marco.vann...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 01/08/2010 03:39 PM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: otrs-boun...@otrs.org Hi, enabling this button ? Frontend::Module###AgentTicketEscalationView: Frontend module registration for the AgentTicketEscalationView object in the agent interface. MV On Fri, Jan 8, 2010 at 11:02 AM, Arpit2 G arpit...@tcs.com wrote: Hello Everyone, I am trying to use generic agent via web-interface for escalating ticket from 1st level queue to 2nd level. Tickets are getting escalated but I am facing one issue here. After the ticket has been escalated, that ticket is no more visible in My Tickets section of Customer web-interface. Can anybody please guide me what is the mistake here. Thanks in advance Regards Arpit Gupta =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you
Re: [otrs] Problem in Ticket Escalation via Generic Agent
Hello, I noticed one more thing, even when agent moves the ticket to another queue, that ticket goes from My Tickets section of customer interface. I guess i have done something wrong.Please guide me. Regards A G From: Arpit2 G arpit...@tcs.com To: User questions and discussions about OTRS. otrs@otrs.org Cc: User questions and discussions about OTRS. otrs@otrs.org, otrs-boun...@otrs.org Date: 01/11/2010 10:12 AM Subject:Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by:otrs-boun...@otrs.org Hello, Can anyone guide me why this is happening, is it really a bug?? OTRS people please reply. Regards AG From: Marco Vannini marco.vann...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Cc: otrs-boun...@otrs.org Date: 01/08/2010 04:30 PM Subject:Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by:otrs-boun...@otrs.org ops... sorry... not read or not well interpeted. no idea... bug ? On Fri, Jan 8, 2010 at 11:28 AM, Arpit2 G arpit...@tcs.com wrote: Hello Marco, I enabled that view now i can see Escalation view in agent interface but My question was regarding Customer-Interface i.e. http://X.X.X.X/otrs/customer.pl?Action=CustomerTicketOverViewType=MyTickets As soon as ticket got escalated the ticket is no more in My Ticket List. Regards Arpit Gupta From: Marco Vannini marco.vann...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 01/08/2010 03:39 PM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: otrs-boun...@otrs.org Hi, enabling this button ? Frontend::Module###AgentTicketEscalationView: Frontend module registration for the AgentTicketEscalationView object in the agent interface. MV On Fri, Jan 8, 2010 at 11:02 AM, Arpit2 G arpit...@tcs.com wrote: Hello Everyone, I am trying to use generic agent via web-interface for escalating ticket from 1st level queue to 2nd level. Tickets are getting escalated but I am facing one issue here. After the ticket has been escalated, that ticket is no more visible in My Tickets section of Customer web-interface. Can anybody please guide me what is the mistake here. Thanks in advance Regards Arpit Gupta =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ =-=-= Notice
[otrs] Name of the owner instead of user-id in Customer My Tickets
Hello Everyone, I want to display Name of the Owner instead of user-id under My Tickets in Customer Web Interface. I have changed this in agent section via editing the respective .dtl file. I tried to edit CustomerStatusView.dtl but no luck. Please guide me how can i make this change. Regards Arpit Gupta =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Problem in Ticket Escalation via Generic Agent
Hello Everyone, I am trying to use generic agent via web-interface for escalating ticket from 1st level queue to 2nd level. Tickets are getting escalated but I am facing one issue here. After the ticket has been escalated, that ticket is no more visible in My Tickets section of Customer web-interface. Can anybody please guide me what is the mistake here. Thanks in advance Regards Arpit Gupta =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Problem in Ticket Escalation via Generic Agent
Hello Marco, I enabled that view now i can see Escalation view in agent interface but My question was regarding Customer-Interface i.e. http://X.X.X.X/otrs/customer.pl?Action=CustomerTicketOverViewType=MyTickets As soon as ticket got escalated the ticket is no more in My Ticket List. Regards Arpit Gupta From: Marco Vannini marco.vann...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 01/08/2010 03:39 PM Subject:Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by:otrs-boun...@otrs.org Hi, enabling this button ? Frontend::Module###AgentTicketEscalationView: Frontend module registration for the AgentTicketEscalationView object in the agent interface. MV On Fri, Jan 8, 2010 at 11:02 AM, Arpit2 G arpit...@tcs.com wrote: Hello Everyone, I am trying to use generic agent via web-interface for escalating ticket from 1st level queue to 2nd level. Tickets are getting escalated but I am facing one issue here. After the ticket has been escalated, that ticket is no more visible in My Tickets section of Customer web-interface. Can anybody please guide me what is the mistake here. Thanks in advance Regards Arpit Gupta =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Problem in Ticket Escalation via Generic Agent
Hello volker, I am talking about Customer Interface. There is no my queue thing for Customer. Please elaborate your answer. Regards Arpit Gupta From: volker.lip...@groupm.com To: User questions and discussions about OTRS. otrs@otrs.org Cc: User questions and discussions about OTRS. otrs@otrs.org, otrs-boun...@otrs.org Date: 01/08/2010 04:35 PM Subject:Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by:otrs-boun...@otrs.org Hi Arpit, simple version... The ticket is moved to another queue during escalation? Is this queue in your queue-list? just 2 ct. Li otrs-boun...@otrs.org schrieb am 08.01.2010 11:28:51: Hello Marco, I enabled that view now i can see Escalation view in agent interface but My question was regarding Customer-Interface i.e. http://X.X.X.X/otrs/customer.pl?Action=CustomerTicketOverViewType=MyTickets As soon as ticket got escalated the ticket is no more in My Ticket List. Regards Arpit Gupta From: Marco Vannini marco.vann...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 01/08/2010 03:39 PM Subject:Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by:otrs-boun...@otrs.org Hi, enabling this button ? Frontend::Module###AgentTicketEscalationView: Frontend module registration for the AgentTicketEscalationView object in the agent interface. MV On Fri, Jan 8, 2010 at 11:02 AM, Arpit2 G arpit...@tcs.com wrote: Hello Everyone, I am trying to use generic agent via web-interface for escalating ticket from 1st level queue to 2nd level. Tickets are getting escalated but I am facing one issue here. After the ticket has been escalated, that ticket is no more visible in My Tickets section of Customer web-interface. Can anybody please guide me what is the mistake here. Thanks in advance Regards Arpit Gupta =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently
Re: [otrs] Agent Notifications are not sent, plz help
Hello Martin, tnx for reply. I added the complete email address which i am using for smtp , in SendmailNotificationEnvelopeFrom but still getting same error : [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [201001061084] (TicketID=58,ArticleID=112) to ' x...@.com'. [Wed Jan 6 11:00:10 2010][Error][Kernel::System::Email::SMTP::Send][149] Can't send message: 454Start mail input; end with CRLF.CRLF 5.7.3 Client does not have permission to Send As this sender. ! Enable Net::SMTP debug for more info! Arpit Gupta From: Martin Edenhofer m...@otrs.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 01/06/2010 06:45 PM Subject:Re: [otrs] Agent Notifications are not sent, plz help Sent by:otrs-boun...@otrs.org Hi Arpit, did you try to set a SendmailNotificationEnvelopeFrom? SysConfig - Group Framework - Subgroup Core::Sendmail - Just enter an valid envelope from email address for outgoing notifications. -Martin On 06.01.2010, at 14:05, Arpit2 G wrote: Hello Everyone, I am using otrs 2.4.5 with ITSM 1.3.2 on windows 2008 server. I am facing one issue: when a user creates a ticket, auto reply is working fine but Agent notifications are not working. In preferences they are set to yes. Please see the log below and guide me what am i missing here. [Wed Jan 6 11:00:09 2010][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [201001061084/Hi Demo Ticket] created (TicketID=58,Queue=1st Level::XXX,Priority=2-Normal,State=new) [Wed Jan 6 11:00:10 2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to ' x...@.com' from 'OTRS System x...@.com'. HistoryType = SendAutoReply, Subject = [Ticket#201001061084] RE: Hi Demo Ticket; [Wed Jan 6 11:00:10 2010][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [201001061084] (TicketID=58, ArticleID=112) to ' x...@.com'. [Wed Jan 6 11:00:10 2010][Error][Kernel::System::Email::SMTP::Send][149] Can't send message: 454Start mail input; end with CRLF.CRLF 5.7.3 Client does not have permission to Send As this sender. ! Enable Net::SMTP debug for more info! [Wed Jan 6 11:00:10 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to ' x...@.com'. [Wed Jan 6 11:00:11 2010][Error][Kernel::System::Email::SMTP::Send][149] Can't send message: 454Start mail input; end with CRLF.CRLF 5.7.3 Client does not have permission to Send As this sender. ! Enable Net::SMTP debug for more info! [Wed Jan 6 11:00:11 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to ' x...@.com'. [Wed Jan 6 11:00:12 2010][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1 email(s) from otrs1/XXX. Regards Arpit Gupta =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you
Re: [otrs] Agent Notifications are not sent, plz help
Hello Martin, It's working now, i didn't know that you have to make separate entry for notification sender email in framework- core. I entered my email Address there and it's working now. Regards Arpit Gupta From: Arpit2 G arpit...@tcs.com To: User questions and discussions about OTRS. otrs@otrs.org Cc: otrs-boun...@otrs.org Date: 01/07/2010 09:40 AM Subject:Re: [otrs] Agent Notifications are not sent, plz help Sent by:otrs-boun...@otrs.org Hello Martin, tnx for reply. I added the complete email address which i am using for smtp , in SendmailNotificationEnvelopeFrom but still getting same error : [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [201001061084] (TicketID=58,ArticleID=112) to ' x...@.com'. [Wed Jan 6 11:00:10 2010][Error][Kernel::System::Email::SMTP::Send][149] Can't send message: 454Start mail input; end with CRLF.CRLF 5.7.3 Client does not have permission to Send As this sender. ! Enable Net::SMTP debug for more info! Arpit Gupta From: Martin Edenhofer m...@otrs.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 01/06/2010 06:45 PM Subject:Re: [otrs] Agent Notifications are not sent, plz help Sent by:otrs-boun...@otrs.org Hi Arpit, did you try to set a SendmailNotificationEnvelopeFrom? SysConfig - Group Framework - Subgroup Core::Sendmail - Just enter an valid envelope from email address for outgoing notifications. -Martin On 06.01.2010, at 14:05, Arpit2 G wrote: Hello Everyone, I am using otrs 2.4.5 with ITSM 1.3.2 on windows 2008 server. I am facing one issue: when a user creates a ticket, auto reply is working fine but Agent notifications are not working. In preferences they are set to yes. Please see the log below and guide me what am i missing here. [Wed Jan 6 11:00:09 2010][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [201001061084/Hi Demo Ticket] created (TicketID=58,Queue=1st Level::XXX,Priority=2-Normal,State=new) [Wed Jan 6 11:00:10 2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to ' x...@.com' from 'OTRS System x...@.com'. HistoryType = SendAutoReply, Subject = [Ticket#201001061084] RE: Hi Demo Ticket; [Wed Jan 6 11:00:10 2010][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [201001061084] (TicketID=58, ArticleID=112) to ' x...@.com'. [Wed Jan 6 11:00:10 2010][Error][Kernel::System::Email::SMTP::Send][149] Can't send message: 454Start mail input; end with CRLF.CRLF 5.7.3 Client does not have permission to Send As this sender. ! Enable Net::SMTP debug for more info! [Wed Jan 6 11:00:10 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to ' x...@.com'. [Wed Jan 6 11:00:11 2010][Error][Kernel::System::Email::SMTP::Send][149] Can't send message: 454Start mail input; end with CRLF.CRLF 5.7.3 Client does not have permission to Send As this sender. ! Enable Net::SMTP debug for more info! [Wed Jan 6 11:00:11 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to ' x...@.com'. [Wed Jan 6 11:00:12 2010][Notice][Kernel::System::MailAccount::POP3::Fetch
Re: [otrs] HTTPBasicAuth + Panic! No UserData
Subject:Re: [otrs] HTTPBasicAuth + Panic! No UserData Sent by:otrs-boun...@otrs.org Hi, On 24.12.2009, at 11:38, Arpit2 G wrote: Hello Everyone, Some body has any idea how to solve the issue which i asked in previous mail.Authentication with LDAP is working fine for me.I want Customer Authentication with HTTPBasicAuth only. following is my config.pm there is no Customer Authentication configuration in your Config.pm ;-) Search for Customer::AuthModule in Defauls.pm and COPY the configuration to Config.pm, modify the example to your needs and enjoy :-) Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010! - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] HTTPBasicAuth + Panic! No UserData
Hello Everyone,
Some body has any idea how to solve the issue which i asked in previous
mail.Authentication with LDAP is working fine for me.I want Customer
Authentication with HTTPBasicAuth only.
following is my config.pm
# This is an example configuration for an apache ($ENV{REMOTE_USER})
# auth. backend. Use it if you want to have a singe login through
# apache http-basic-auth.
$Self-{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth';
# In case there is a leading domain in the REMOTE_USER, you can
# replace it by the next config option.
$Self-{'AuthModule::HTTPBasicAuth::Replace'} = 'vcs\\';
# In case you need to replace some part of the REMOTE_USER, you can
# use the following RegExp ($1 will be new login).
#$Self-{'AuthModule::HTTPBasicAuth::ReplaceRegExp'} = '^(.+?)@.+?$';
#Customer User
#(customer user database backend and settings)
$Self- {CustomerUser} = {
Name= 'Database',
Module= 'Kernel::System::CustomerUser::DB',
Params= {Table = 'customer_user',
},
#customer uniq id
CustomerKey = 'login',
CustomerID = 'customer_id',
CustomerValid = 'valid_id',
CustomerUserListFields = ['first_name', 'last_name', 'email'],
CustomerUserSearchFields = ['login', 'last_name', 'customer_id'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['email'],
CustomerUserNameFields = ['salutation', 'first_name', 'last_name'],
Map = [
['UserSalutation', 'Salutation', 'salutation', 1, 0, 'var'],
['UserFirstname', 'Firstname', 'first_name', 1, 1, 'var'],
['UserLastname', 'Lastname', 'last_name', 1, 1, 'var'],
['UserLogin', 'Login', 'login', 1, 1, 'var'],
['UserPassword', 'Password', 'pw', 0, 1, 'var'],
['UserEmail', 'Email', 'email', 0, 1, 'var'],
['UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var'],
['UserComment', 'Comment', 'comments', 1, 0, 'var'],
['ValidID', 'Valid', 'valid_id', 0, 1, 'int'],
],
};
#Customer User 1
#customer user ldap backend and settings
$Self-{CustomerUser1} = {
Name = 'LDAP Backend',
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = 'X.X.X.X',
BaseDN = 'OU=XX,DC=XX,DC=XX,DC=XX
SSCOPE = 'sub',
UserDN = 'CN=otrs,OU=Service
Accounts,OU=XX,DC=XX,DC=XX,DC=XX',
UserPw = 'XX',
AlwaysFilter = '',
SourceCharset = 'utf-8',
DestCharset = 'iso-8859-1',
},
#customer uniq id
CustomerKey = 'sAMAccountName',
CustomerID = 'mail',
CustomerUserListFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['mail'],
CustomerUserNameFields = ['name', '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'],
],
};
Arpit Gupta
ESM Sub Focus Area, TEG Open Source Platform
Tata Consultancy Services
Ph:- +91-22-67782544
Mailto: arpit...@tcs.com
Website: http://www.tcs.com
Experience certainty. IT Services
Business Solutions
Outsourcing
From: Arpit2 G arpit...@tcs.com
To: otrs@otrs.org
Date: 12/18/2009 11:26 AM
Subject:[otrs] HTTPBasicAuth + Panic! No UserData
Sent by:otrs-boun...@otrs.org
[otrs] HTTPBasicAuth + Panic! No UserData
Hello Everyone, I am done with LDAP authentication of customers. But now i am trying to do it by HTTPBasicAuth and i am getting this Panic! No user data. Is there any way by which i can Sync the user data with with OTRS DB. Thanks Regards Arpit Gupta ESM Sub Focus Area, TEG Open Source Platform Tata Consultancy Services Mailto: arpit...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Architecure mismatch between the Driver and Apllication( MSSQL)
Hi Michiel,
Thanks for replying, That problem is solved. I created a 32 bit DSN for
ODBC and everything worked.
Thanks Regards
Arpit Gupta
ESM Sub Focus Area, TEG Open Source Platform
Tata Consultancy Services
Mailto: arpit...@tcs.com
Website: http://www.tcs.com
Experience certainty. IT Services
Business Solutions
Outsourcing
From: Michiel Beijen michiel.bei...@otrs.com
To: User questions and discussions about OTRS. otrs@otrs.org
Date: 12/17/2009 02:03 AM
Subject:Re: [otrs] Architecure mismatch between the Driver and
Apllication( MSSQL)
Sent by:otrs-boun...@otrs.org
Hi Arpit,
If you're using a 32-bit Perl, you can only use a 32-bit database driver.
You would still be able to use a 64-bit platform of course, but you
must use the database driver architecture that matches your Perl.
I hope this helps,
((enjoy))
Michiel Beijen
RD
OTRS AG
Norsk-Data-Str 1.
61352 Bad Homburg
Germany
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register: 10751, Tax ID: 003 240
97505 Chairman of the Board: Burchard Steinbild, Managing Board: André
Mindermann (CEO), Martin Edenhofer
CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS
at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/7uyQfY
On Tue, Dec 8, 2009 at 1:27 PM, Arpit2 G arpit...@tcs.com wrote:
Hello All,
I was trying to configure OTRS on a system which has Windows Server 2008
installed.My MSSQL server is installed on different System when I was
trying
to connect with MSSQL server but it gives me following error.
[ODBC Driver Manager] The specified DSN contains an architecture
mismatch
between the Driver and Application (SQL-IM014)
I guess OTRS is using 32 bit driver of MSSQL. Can't we install OTRS on 64
bit Server.Following is the Database part of my Config.pm file.
$Self-{'DatabaseHost'} = '*.*.*.*';
$Self-{'Database'} = 'OTRS';
$Self-{'DatabaseUser'} = 'otrs';
$Self-{'DatabasePw'} = '**';
$Self-{DatabaseDSN} = DBI:ODBC:$Self-{Database};
$Self-{'Database::Type'} = 'mssql';
Please tell me where am i wrong.
Thanks Regards
Arpit Gupta
ESM Sub Focus Area, TEG Open Source Platform
Tata Consultancy Services
Ph:- +91-22-67782544
Mailto: arpit...@tcs.com
Website: http://www.tcs.com
Experience certainty. IT Services
Business Solutions
Outsourcing
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Notice
[otrs] Architecure mismatch between the Driver and Apllication( MSSQL)
Hello All,
I was trying to configure OTRS ona system which has Windows Server 2008 installed.My MSSQL server is installed on different System whenI was trying to connect with MSSQL server but it gives me following error.
"[ODBC Driver Manager] The specified DSN contains an architecture mismatch between the Driver and Application (SQL-IM014)"
I guess OTRS is using 32 bit driver of MSSQL. Can't we install OTRS on 64 bit Server.Following is the Database part of my Config.pm file.
$Self-{'DatabaseHost'} = '*.*.*.*';
$Self-{'Database'} = 'OTRS';
$Self-{'DatabaseUser'} = 'otrs';
$Self-{'DatabasePw'} = '**';
$Self-{DatabaseDSN} = "DBI:ODBC:$Self-{Database}";
$Self-{'Database::Type'} = 'mssql';
Please tell me where am i wrong.
Thanks Regards
Arpit GuptaESM Sub Focus Area, TEG Open Source PlatformTata Consultancy ServicesPh:- +91-22-67782544Mailto: arpit...@tcs.comWebsite: http://www.tcs.comExperience certainty. IT ServicesBusiness SolutionsOutsourcing
=-=-=
Notice: The information contained in this e-mail
message and/or attachments to it may contain
confidential or privileged information. If you are
not the intended recipient, any dissemination, use,
review, distribution, printing or copying of the
information contained in this e-mail message
and/or attachments to it are strictly prohibited. If
you have received this communication in error,
please notify us by reply e-mail or telephone and
immediately and permanently delete the message
and any attachments. Thank you
-
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Archive: http://lists.otrs.org/pipermail/otrs
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