Re: [otrs] Back Up and Restore??
You've just received a valid response.. On Fri, Sep 3, 2010 at 12:23 PM, Joseph Thomas jtho...@suyati.com wrote: Dear Team, i want to do the back up and restore of OTRS that installed in Windows Server 2008. its very urgent pls help me soon. -- - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] hold ticket subject in notifications
Hi Norbert, If you want to include the ticket subject in an notification try using OTRS_TICKET_Title Regards, On Mon, Jul 5, 2010 at 8:06 PM, Norbert Bede nbe...@gmail.com wrote: hi, I cant find possibility to hold original subject of the ticket. i found the next two, but these are option to how *latest subject *of the artricle. OTRS_AGENT_SUBJECT[20]To get the first 20 character of the subject (of the latest agent article). or OTRS_CUSTOMER_SUBJECT[20]To get the first 20 character of the subject (of the latest customer article). thanks norbert - OTRS 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/
Re: [otrs] canned response on ticket creation
Hi Steve, If you navigate to Config Options: Ticket - Frontend::Agent::Ticket::ViewPhoneNew and fill in the text for Ticket::Frontend::AgentTicketPhone###Body: whatever you've put there will be displayed when you create a new phone ticket. Same applies for e-mail ticket in Config Options: Ticket - Frontend::Agent::Ticket::ViewEmailNew and Ticket::Frontend::AgentTicketEmail###Body: respectively. Hope that helps David On Mon, Jun 14, 2010 at 5:58 PM, Steve Clark scl...@netwolves.com wrote: Hi, Is there someway to have canned responses available at ticket creation. Sort of like responses but when I select new phone ticket. Thanks, Steve -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.cl...@netwolves.com www.netwolves.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 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/
Re: [otrs] OTRS Installation
Hi Faisal, Which platform are you thinking of installing OTRS on? ie Linux/Windows etc. Regards, David On Thu, Jun 10, 2010 at 2:17 PM, Faisal Misle faisalmi...@gmail.com wrote: Hello, I tried the online demo of otrs and loved it. But I am quite bad at isntalling these types of things of servers. Could some one help me install in on my server for free? -- Faisal Misle - OTRS 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/
Re: [otrs] Regarding otrs setup in Ubuntu system
Hi Ann, The following article should cover everything you need: http://wiki.otrs-forum.de/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_%2810.4%29 Regards, David On Thu, Apr 15, 2010 at 10:22 AM, An Me annm...@gmail.com wrote: Hi All, I am trying to setup a demo otrs in my system. My OS is Ubuntu and have installed perl,postgresql Apache web server. I didn't find any article explaining the otrs setup in Ubuntu, specifically on 'how to configure apache web server' for the same. Waiting for your replies. Regards, Ann - OTRS 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/
Re: [otrs] auto notifcation not working
Hi Jeff, Can you tell us a bit more about your mail setup please? IE are these e-mails you've described below going outside of your network? If so there may be some junk/spam filters preventing your users from receiving mail. Are you using SMTP or sendmail? Regards, David On 10/04/2010 05:18, Jeffrey Willis wrote: Hi all, I read a thread in mid-March with an issue I am facing but didn't find a resolution to help me. I have selected my preferred queue for notifications and selected yes in preferences. When I email in to the support email address it logs a ticket and autoresponds correctly with saying the ticket's been logged. The ticket shows up in the queue (and in my queues based on my preference set up). I also did a test email from admin and it arrived okay. The three users I'm testing who've all set up the same preferences do not receive a notification of a new ticket. The system log entry below looks as if it has sent the notifications: Fri Apr 9 23:40:18 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 't...@**.com'. Fri Apr 9 23:40:16 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'j...@**.com'. Fri Apr 9 23:40:14 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'tra...@**.com'. Fri Apr 9 23:40:10 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'r...@localhost'. Any assistance you can give at helping me resolve why we aren't getting the notifications would be greatly appreciated! Cheers! Jeff - OTRS 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/
[otrs] Event based notification body not showing in ticket view
Hi Everyone, I have configured a event based notification like so to send an e-mail to the customer whenever I add a external note. I've configured it like so: *Recipient: *Customer *Event:* ArticleCreate *Article Type:* Note-External *Subject:* OTRS_TICKET_Title - Note added *Body:* OTRS_CUSTOMER_REALNAME, A note has been added to your ticket : Ticket Title : OTRS_TICKET_Title Ticket Number : OTRS_TICKET_TicketNumber OTRS_AGENT_BODY[999] Reply to this e-mail to add your own note to the ticket history. Regards, IT Now, when I add a note-external to a ticket and view it. I can see the event based notification being instigated and the subject field is populated like so: [Ticket#201004071031] Routing Issue - Note added This is as expected. However, the body simply contains the note content. Ticket Title : OTRS_TICKET_Title Ticket Number : OTRS_TICKET_TicketNumber do not appear in this view. However, the actual e-mail the customer receives is correctly formatted with the relevant information. Does anyone have any reason why this is happening? Thanks, David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] LDAP - First Bind failed LdapErr
Christopher, Could you upload your config.pm (passwords, servernames etc omitted) so we can get a better understanding of your LDAP implementation? Thanks, On Mon, Mar 22, 2010 at 8:56 AM, Guillaume Rehm guillaume.r...@bnu.frwrote: Hi Christopher, Your user account does have any mail address in mail field and givenName ? Do you use LDAP or Active Directory ? My sample is for AD. Did you try multiple login ? For older OTRS version, you must login 2 times to have o good account (first time OTRS will create witout login, and second time you can login). Try to login with an account without accent. If you would like to speak in french, send me private mail. Hope this help. Le 19/03/2010 19:56, Christopher Monzon a écrit : Hello everyone, after entering Guillaume told me that I have a new problem: Fri Mar 19 13:26:07 2010 notice OTRS-CGI-10 Panic! No UserData for user: 'bonse00'!!! Fri Mar 19 13:26:07 2010 error OTRS-CGI-10 No UserID found for 'bonse00'! Fri Mar 19 13:26:07 2010 error OTRS-CGI-10 No UserID found for 'bonse00'! Fri Mar 19 13:26:07 2010 notice OTRS-CGI-10 User: bonse00 (CN=Sébastien Bonami,OU=Users,OU=M4,DC=M4,DC=INC) authentication ok (REMOTE_ADDR: IP). now if I completely lost Thanks for your answers [image: logo_signature] http://www.tm4.com/ *Christopher Monzon* Technicien, Systèmes et réseaux 135 J.-Armand Bombardier (Suite 25) Boucherville (Qc) Tel: (450) 645-1444 Poste : 260 Canada J4B 8P1Fax: (450) 645-1864 - OTRS 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/ -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.r...@bnu.fr web: http://www.bnu.fr - OTRS 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/ image/jpeg- OTRS 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] Error when launching OTRS
Afternoon, First thing I would do is actually physically check the file structure in your OTRS directory. Do you have actually have a Kernel/Output/HTML directory with a LayoutImportExport.pm file in there? Is this from an existing installation, or is this a brand new install? Which distro of Linux are you running on? If this is a new install, how did you install OTRS? It might be as simple as downloading the tarball from the OTRS website and extracting it to your OTRS directory, to ensure that you have all the relevant files. Regards, David On Mon, Mar 22, 2010 at 1:34 PM, George Furnell geo...@lightwaysolutions.co.za wrote: Good day, I am using OTRS 2.4.7. I was thinking of repairing the installation but there is no such option in the installation program. Regards George __ Information from ESET Smart Security, version of virus signature database 4964 (20100322) __ The message was checked by ESET Smart Security. http://www.eset.com -- This message has been scanned for viruses and dangerous content by Pinpoint, and is believed to be clean. - OTRS 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/
Re: [otrs] Exchange messages between agents through email without the knowledge of customers
Hi Anshul, The most obvious way I can imagine doing this is to add a note-internal to the ticket, and then add an event based notification to inform agents of this note. Regards, David On Thu, Mar 18, 2010 at 9:54 AM, anshul mittal anshulmittal.n...@gmail.comwrote: I want to exchange messages between agents without the knowledge of customer.This should be logged into the ticket but the customer should not know this. The message should be passed between agents by email Regards Anshul mittal - OTRS 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/
[otrs] Odd positioning of text in replies.
Hi All, When I add a note to a ticket the text is sometimes displayed like so: This is an example of some text that I would put in a service ticket. As you can see it will sometimes place one or two words onto its own line. Which can look quite odd considering I have setup a event based notifcation to e-mail customers when a note-external comment has been made to their ticket. Anyone got any ideas as to why this is happening? - OTRS 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] Error while sending mails
Hi,
What are your config options from:
Config Options: Framework - Core::Sendmail
in OTRS agent interface.
Regards,
On Fri, Mar 5, 2010 at 11:58 AM, manish ramteke
manish.s.ramt...@gmail.comwrote:
Hi All,
Please help me with this.
On Thu, Mar 4, 2010 at 7:05 PM, manish ramteke manish.s.ramt...@gmail.com
wrote:
Hi All,
I am trying to set config to send mails using SMTP and facing following
error while creating a email ticket.
*No SASL mechanism found
at /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/Authen/SASL.pm line 74*
I have all modules installed which are required as pat of SMTP settings
(./otrs.checkModules shows these in the result)
Net::SMTP Module that contains procedures to send emails.
Authen::SASL SASL authentication framework, e.g. needed for the
authentication against mail servers.
Net::SMTP::SSL Required if you use SSL connections to your SMTP
server.
Also have added sendmodule config in Config.pm file
(all appropriate values are put)
$Self-{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self-{'SendmailModule::Host'} = 'mail.example.com';
$Self-{'SendmailModule::Port'} = '25';
$Self-{'SendmailModule::AuthUser'} = '';
$Self-{'SendmailModule::AuthPassword'} = '';
I am working on otrs 2.4.5 and Ubuntu 8.10.
Please let me know reason of the error and how to overcome.
Thanks and Regards,
Manish Ramteke
--
Regards,
Manish Ramteke
Mobile 9604861644
-
OTRS 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/
Re: [otrs] Sub Queues
Hi Guy, Log into OTRS Click the Preferences button at the top On the right hand side under [ My Queues ] have you selected your new sub queue? If not, select it and click Update. Regards, David On Fri, Feb 26, 2010 at 10:46 AM, Guy Baxter gbax...@blackpoolsixth.ac.ukwrote: Hi, I have OTRS 2.4.7 up and running, and have just had a look at Sub Queues. I have created one, but cannot see it on my dashboard. I am basically looking for a way for browsing through the different sub queues from the dashboard. I wish to use sub queues because we could do with separating jobs out into various categories - such as repairs, long term etc, and keeping these out of the main incoming helpdesk requests. Any help would be much appreciated. Regards, Guy. This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. # Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.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 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/
Re: [otrs] Stats
Now that a GCC compiler is installed, can you please try the following: - yum install GD - *perl -MCPAN -e shell *then type Install GD And if it fails, please output what is displayed after performing the above. Regards, On Thu, Feb 25, 2010 at 1:02 PM, Guy Baxter gbax...@blackpoolsixth.ac.ukwrote: Thanks, This has allowed the install scripts to run, but when doing a otrs.checkModules, GD is still not showing as being installed! I have restarted the OTRS service and it is still the same! Thanks. This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. # Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.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 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/
Re: [otrs] Email ticket feature gone?
Hi Kim, For some reason it's just not visible in the demo system. The e-mail ticket feature is still available in 2.4. Regards, David 2010/2/25 Duggen, Kim Nena ( USO ) kim.dug...@stadtwerke-flensburg.de Dear all, after wanting to update our OTRS to Version 2.4 I checked the demo system on the webpage of OTRS. On this demo the feature Email ticket seems to be missing. Please tell me, if this feature is not available anymore or if the demo is buggy. Thanks in advance. *Mit freundlichen Grüßen/Best regards STADTWERKE FLENSBURG GMBH Kim Nena Duggen Unternehmenssteuerung - Organisation Batteriestr. 48, 24939 Flensburg Tel.: 0461/487-1713Fax: 0461/487-2713 e...@il: **kim.dug...@stadtwerke-flensburg.de** Internet: www.stadtwerke-flensburg.de Sitz der Gesellschaft: Flensburg, Amtsgericht Flensburg HRB1283 Geschäftsführer: Dipl.-Kfm. Matthias Wolfskeil (Vorsitzender) Vorsitzender des Aufsichtsrates: Peter Köhler* - OTRS 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/ image001.gif- OTRS 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] Stats
Hi Guy, Have you tried installing the Perl module manually. I had to do this for a few on my fedora core install. Download http://search.cpan.org/CPAN/authors/id/L/LD/LDS/GD-2.44.tar.gz Then follow the instructions on this site : http://www.cpan.org/modules/INSTALL.html Let us know how you get on. Regards, David On Wed, Feb 24, 2010 at 2:55 PM, Guy Baxter gbax...@blackpoolsixth.ac.ukwrote: Ok, so i did a little research and I require this GD module. I ran otrs.checkModules and this is the output: [r...@otrs bin]# ./otrs.checkModules o CGIok (v3.43) o Date::Pcalcok (v1.2) o Date::Format...Not installed! (Required - use perl -MCPAN -e shell; - ) o DBIok (v1.609) o DBD::mysql.ok (v4.013) o Digest::MD5ok (v2.36_01) o Crypt::PasswdMD5...ok (v1.3) o LWP::UserAgent.ok (v5.829) o Encode::HanExtra...Not installed! (Optional - Required to handle mails with several Chinese character sets.) o IO::Scalar.ok (v2.110) o IO::Wrap...ok (v2.110) o MIME::Base64...ok (v3.07_01) o Mail::Internet.ok (v2.04) o MIME::Toolsok (v5.427) o Net::DNS...Not installed! (Required - use perl -MCPAN -e shell; - ) o Net::POP3..ok (v2.29) o Mail::POP3Client...ok (v2.18 ) o IO::Socket::SSL.Not installed! (Optional - for POP3 SSL connections) o Net::IMAP::Simple..ok (v1.17) o Net::IMAP::Simple::SSL..Not installed! (Optional - Required for SSL connections.) o Net::SMTP..ok (v2.31) o Authen::SASLok (v2.12) o Net::SMTP::SSL..Not installed! (Optional - Required for SSL/SMTPS connections.) o Net::LDAP..Not installed! (Optional - Required for directory authentication.) o GD.Not installed! (Optional - for stats) o GD::TextNot installed! (Optional - Required for stats.) o GD::Graph...Not installed! (Optional - Required for stats.) o GD::Graph::linesNot installed! (Optional - Required for stats.) o GD::Text::Align.Not installed! (Optional - Required for stats.) o PDF::API2..Not installed! (Optional - Required for PDF output.) o Compress::Zlib..ok (v2.008) o SOAP::Lite.Not installed! (Optional - Required for the SOAP interface.) o XML::ParserNot installed! (Optional - Required for faster xml handling.) [r...@otrs bin]# ^C so i did yum install gd gd-devel STill getting the same output and graph errors.. so what do I need to do? Help much appreciated Regards, This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. # Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.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 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/
Re: [otrs] Sun Directory Server (LDAP) integration with OTRS 2.4.7
Hi Deniz,
the LDAP configuration is mainly configured in the config.pm file, there is
quite a bit of customisation to do on this front.
Please find attached my blank LDAP config - I've seen many questions on LDAP
authentication and decided to compile a template for people to use to aid
them in implementing it, thanks to a lot of help I received myself during my
initial phases of setting up OTRS.
Some considerations you need to be aware of:
- The config is split into two groups, agents and customers
- Agents are differentiated by a exclusive group membership. This
prevents customers from accessing the agent interface.
- Agent passwords are synced with OTRS's relevant database fields,
this is a requirement (afaik)
- Customers are identified by any legitimate LDAP account.
Let us know how you get on.
Thanks,
David
On Wed, Feb 24, 2010 at 3:59 PM, Deniz Rende deniz.re...@gmail.com wrote:
Hello,
I've been trying to figure out how to integrate our company ldap with OTRS
2.4.7 . Here is what I did so far that did not give me any results:
0) Installed Net::LDAP Module
1) From Admin - SysConfig
2) Search for LDAP
3) Frontend::Customer::Auth
4) Edited the Following:
- Customer::AuthModule::LDAP::Host (instead of default I added our ldap
server)
- Customer::AuthModule::LDAP::BaseDN (entered o=.,o..)
- Customer::AuthModule::LDAP::UID (left the default as UID)
- Customer::AuthModule::LDAP::GroupDN (instead of the default I entered
our cn, ,our ou=staff, our o's)
- Customer::AuthModule::LDAP::AccessAttr (left is as memberUid)
5) Created a test user in our ldap, and made sure that It was created (ldap
searches from servers returned just fine)
6) Restarted the Apache server.
7) Tried to login with my testuser in https://otrshost/otrs/customer.pl
and the login failed. Tried to get the password, but otrs informed me no
such user...
What else needs to be done for ldap integration? Do I need to go back to
/opt/otrs/Kernel/Config.pm and add things or do the Web GUI method is
enough?
Here is what I am using
Solaris 10 X86
Perl 5.10
Apache2 with SSL
OTRS 2.4.7
check.Modules returns ok
--
Deniz Rende
E-mail: deniz.re...@gmail.com
Phone: +1 (224) 789-UNIX (8649)
Mobile: +1 (816) 213-2139
Web: http://www.deniz-rende.com/blog
-
OTRS 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/
# This is an example configuration for an LDAP auth. backend.
# (take care that Net::LDAP is installed!)
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'servername.companyname.local';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=companyname,dc=local';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName'; #You may need to
change this, not sure if it's M$ AD specific, default is mail I think
# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
$Self-{'AuthModule::LDAP::GroupDN'} =
'cn=OTRS_Agents,ou=OTRS_Groups,dc=companyname,dc=local';
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
# for ldap posixGroups objectclass (just uid)
#$Self-{'AuthModule::LDAP::UserAttr'} = 'UID';
# for non ldap posixGroups objectclass (with full user dn)
$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';
# The following is valid but would only be necessary if the
# anonymous user do NOT have permission to read from the LDAP tree
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS Searcher,OU=OTRS LDAP
Searcher,DC=companyname,DC=local';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'searcherpassword';
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter = '(mail=*)' or AlwaysFilter =
'(objectclass=user)'
$Self-{'AuthModule::LDAP::AlwaysFilter'} = '';
# in case you want to add a suffix to each login name, then
# you can use this option. e. g. user just want to use user but
# in your ldap directory exists u...@domain.
#$Self-{'AuthModule::LDAP::UserSuffix'} = '';
# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
$Self-{'AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
# Now sync data with OTRS DB
$Self-{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self-{'AuthSyncModule::LDAP::Host'} = 'servername.companyname.local';
$Self-{'AuthSyncModule::LDAP::BaseDN'} = 'dc=companyname, dc=local';
$Self-{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=OTRS
Re: [otrs] Problem configuring LDAP
Hi Alberto,
For LDAP authentication you need to differentiate between who are agents and
who are customers. This can be accomplished by group membership. I've had a
look at your code which includes:
# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
#$Self-{'AuthModule::LDAP::GroupDN'} = ';
#$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
# for ldap posixGroups objectclass (just uid)
#$Self-{'AuthModule::LDAP::UserAttr'} = 'sAMAccountName';
# for non ldap posixGroups objectclass (with full user dn)
# $Self-{'AuthModule::LDAP::UserAttr'} = 'DN';
All your group based configuration is commented out. Below is the same
extract from my config (obvious information omitted.
# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
$Self-{'AuthModule::LDAP::GroupDN'} =
'cn=OTRS_Agents,ou=OTRS_Groups,dc=companyname,dc=local';
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
# for ldap posixGroups objectclass (just uid)
#$Self-{'AuthModule::LDAP::UserAttr'} = 'UID';
# for non ldap posixGroups objectclass (with full user dn)
$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';
In the example above, *only* members of the OTRS_Agents group can use the
agent interface.
I hope this answers your question.
Regards,
David
On Mon, Feb 22, 2010 at 7:29 AM, Alberto Aldrigo
albertoaldr...@codognotto.eu wrote:
Hi all,
I’m trying to configure OTRS 2.4.7 for users in my company.
I want them to authenticate using Active Directory as customer user, but
each time they try to enter in http://mysite/otrs/Customer.pl they enter
as agents.
I can’t understand what’s wrong in my Config.pm, can you please help me?
Thenks
* *
*Alberto Aldrigo*
* *
My config.pm:
sub Load {
my $Self = shift;
# #
# #
# #
# Start of your own config options!!! #
# #
# #
# #
# #
# database settings#
# #
# DatabaseHost
# (The database host.)
$Self-{DatabaseHost} = $dbserver || 'localhost';
# Database
# (The database name.)
$Self-{Database} = $dbname || 'otrs';
# DatabaseUser
# (The database user.)
$Self-{DatabaseUser} = $dbuser || 'otrs';
# DatabasePw
# (The password of database user. You also can use bin/CryptPassword.pl
# for crypted passwords.)
$Self-{DatabasePw} = $dbpass;
# DatabaseDSN
# (The database DSN for MySQL == more: man DBD::mysql)
$Self-{DatabaseDSN} =
$dsn=$Self-{Database};host=$Self-{DatabaseHost};port=$dbport;;
# (The database DSN for PostgreSQL == more: man DBD::Pg)
# if you want to use a local socket connection
#$Self-{DatabaseDSN} = DBI:Pg:dbname=$Self-{Database};;
# if you want to use a tcpip connection
#$Self-{DatabaseDSN} =
DBI:Pg:dbname=$Self-{Database};host=$Self-{DatabaseHost};;
# #
# fs root directory
# #
$Self-{Home} = '/usr/share/otrs';
# #
# insert your own config settings here #
# config settings taken from Kernel/Config/Defaults.pm #
# #
# $Self-{SessionUseCookie} = 0;
# $Self-{CheckMXRecord} = 0;
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = ‘server';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=company, dc=local';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
#$Self-{'AuthModule::LDAP::GroupDN'} = ';
#$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
# for ldap posixGroups objectclass (just uid)
#$Self-{'AuthModule::LDAP::UserAttr'} = 'sAMAccountName';
# for non ldap posixGroups objectclass (with full user dn)
# $Self-{'AuthModule::LDAP::UserAttr'} = 'DN';
# The following is valid but would only be necessary if the
# anonymous user do NOT have permission to read from the LDAP tree
$Self-{'AuthModule::LDAP::SearchUserDN'} =
'CN=Device,OU=UO-CED,OU=UO-HQ-SITE,DC=company,DC=local';
$Self-{'AuthModule::LDAP::SearchUserPw'} =
Re: [otrs] You should use FastCGI or mod_perl to increase your performance. Critical
Hi Ramana, This should help you: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQCategoryID=5ItemID=343 Regards, David On Fri, Feb 19, 2010 at 1:59 PM, ramana fedora.ram...@gmail.com wrote: Hi Team, I am installing OTRS 2.4.7. Support Assessment : web server Status i am getting below -- Critical You should use FastCGI or mod_perl to increase your performance. *Critical *kindly help me on this.* * - OTRS 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/
Re: [otrs] Getting this error when it's checking theincomingmailbox...
Can you confirm the queue number by running SELECT * FROM queue in the SQL Box section in the Admin section of OTRS. On Tue, Feb 16, 2010 at 3:15 PM, Calvin Schmidt calvin.schm...@gmail.comwrote: Junk all queue ids are sequential and accounted for. (I inherited this partially setup so I'm not too sure what may have occurred prior) On Tue, Feb 16, 2010 at 12:34 AM, James Morgan james.mor...@vernet.net.au wrote: Okay, on second thought what about Queues? What is Queue ID 3? *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Calvin Schmidt *Sent:* Tuesday, 16 February 2010 4:18 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Getting this error when it's checking theincomingmailbox... Nope, user ids are sequential, all are present. am using LDAP for authenticating both customers and agents to our domain. On Mon, Feb 15, 2010 at 10:05 PM, James Morgan james.mor...@vernet.net.au wrote: Deleted any users from the database lately? *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Calvin Schmidt *Sent:* Tuesday, 16 February 2010 1:42 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Getting this error when it's checking the incomingmailbox... Yes I have several defined for different groups/queues. Email is making it in, but i currently am randomly receiving these errors as output from the cron job. At this point i just want to know if there are emails not making it in when this occurs or if there is any logging happening(or that can be turned on) for each piece of mail coming in and whether it made it in or not. if i could even figure out which email is causing it then i'd have more to go on... I can't push otrs into production if it's going to miss emails. Thanks, Calvin On Mon, Feb 15, 2010 at 4:22 AM, Sourabh Sarwate sourabh2...@gmail.com wrote: Hi Calvin, Have you configured the mail id in admin area -System - Email Address. If not define there and check it again. Regards Sourabh Sarwate On Mon, Feb 15, 2010 at 8:46 AM, Calvin Schmidt calvin.schm...@gmail.com wrote: Any idea what this is? Does this indicate that mail is not making it into the ticketing system? -Original Message- From: Cron Daemon [mailto:r...@localhost.localdomain] Sent: Monday, February 15, 2010 1:00 AM To: r...@localhost.localdomain Subject: Cron r...@sunprdotrshd /opt/otrs/bin/PostMasterMailbox.pl /dev/null ERROR: OTRS-PMAccount-10 Perl: 5.8.8 OS: linux Time: Sun Feb 14 22:00:03 2010 Message: Found no ID for 3! Traceback (18350): Module: Kernel::System::Queue::QueueGet (v1.110) Line: 821 Module: Kernel::System::Ticket::GetSubscribedUserIDsByQueueID (v1.416.2.8) Line: 3209 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 378 Module: Kernel::System::PostMaster::NewTicket::Run (v1.75) Line: 245 Module: Kernel::System::PostMaster::Run (v1.83) Line: 351 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 153 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs/bin/PostMasterMailbox.pl (v1.10) Line: 94 ERROR: OTRS-PMAccount-10 Perl: 5.8.8 OS: linux Time: Sun Feb 14 22:00:03 2010 Message: Found no ID for 3! Traceback (18350): Module: Kernel::System::Queue::QueueGet (v1.110) Line: 821 Module: Kernel::System::Ticket::Article::ArticleGet (v1.232.2.1) Line: 1762 Module: Kernel::System::PostMaster::Filter::FollowUpArticleTypeCheck::Run (v1.4) Line: 47 Module: Kernel::System::PostMaster::Run (v1.83) Line: 387 Module: Kernel::System::MailAccount::POP3::Fetch (v1.6) Line: 153 Module: Kernel::System::MailAccount::MailAccountFetch (v1.9) Line: 380 Module: main::Fetch (v1.10) Line: 181 Module: /opt/otrs/bin/PostMasterMailbox.pl (v1.10) Line: 94 - OTRS 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/ - OTRS 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!
Re: [otrs] error with support module 1.0.96 [was : Couple of issues since 2.4.7 upgrade + Support assessment plugin]
Hi Alexander, Problem 1 seemed to resolved itself for me automatically. Not sure quite what happened there. Anyway, good to know that someone else is having the same issue with the latest version of the support module. I'll create a bug report. Thanks for your reply. Regards, David On 14/02/2010 20:17, Alexander Halle wrote: David Holder wrote : I've just upgraded from 2.4.6 to 2.4.7 and have encountered a couple of issues, although this may be due to the upgraded support assessment plugin 1: My Apache DBI::config is now coming up as critical, even though it's configured in the correct config file, and was working in 2.4.6 2: I get the following errors appearing in my log : Sat Feb 13 16:55:36 2010 error OTRS-CGI-10 The checks of Kernel::System::Support::Cron returned no data! Running on the latest fedora core. Any ideas anyone? have restarted the services after the upgrade. Hello David, I can confirm problem 2, but not problem 1. I use OTRS 2.4.6 installed from source. When I update the _working_ support module from 1.0.95 to 1.0.96 I get the same error like you, otrs.log : [Sun Feb 14 17:15:38 2010][Notice][Kernel::System::Support::AdminChecksGet] AdminChecksGet start [Sun Feb 14 17:15:38 2010][Error][Kernel::System::Support::AdminChecksGet][163] The checks of Kernel::System::Support::Cron returned no data! [Sun Feb 14 17:15:39 2010][Notice][Kernel::System::Auth::DB::Auth] User: r...@localhost authentication with wrong Pw!!! (REMOTE_ADDR: x.x.x.x) [Sun Feb 14 17:15:41 2010][Notice][Kernel::System::Support::AdminChecksGet] AdminChecksGet end The error is reproducible, I think it's a bug in support 1.0.96. Please create a bug report and post the id or wait for me doing so within the next days. At the moment I'm still analyzing this. Additionally I got the following cron job error, but only once in 3 tries : Can't find string terminator ' anywhere before EOF at /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm line 4212. Compilation failed in require at /opt/otrs/Kernel/Config/Defaults.pm line 2331. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 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/
Re: [otrs] error with support module 1.0.96 [was : Couple of issues since 2.4.7 upgrade + Support assessment plugin]
Hi All, Bug report has been submitted - ID 4975 On 14/02/2010 20:17, Alexander Halle wrote: David Holder wrote : I've just upgraded from 2.4.6 to 2.4.7 and have encountered a couple of issues, although this may be due to the upgraded support assessment plugin 1: My Apache DBI::config is now coming up as critical, even though it's configured in the correct config file, and was working in 2.4.6 2: I get the following errors appearing in my log : Sat Feb 13 16:55:36 2010 error OTRS-CGI-10 The checks of Kernel::System::Support::Cron returned no data! Running on the latest fedora core. Any ideas anyone? have restarted the services after the upgrade. Hello David, I can confirm problem 2, but not problem 1. I use OTRS 2.4.6 installed from source. When I update the _working_ support module from 1.0.95 to 1.0.96 I get the same error like you, otrs.log : [Sun Feb 14 17:15:38 2010][Notice][Kernel::System::Support::AdminChecksGet] AdminChecksGet start [Sun Feb 14 17:15:38 2010][Error][Kernel::System::Support::AdminChecksGet][163] The checks of Kernel::System::Support::Cron returned no data! [Sun Feb 14 17:15:39 2010][Notice][Kernel::System::Auth::DB::Auth] User: r...@localhost authentication with wrong Pw!!! (REMOTE_ADDR: x.x.x.x) [Sun Feb 14 17:15:41 2010][Notice][Kernel::System::Support::AdminChecksGet] AdminChecksGet end The error is reproducible, I think it's a bug in support 1.0.96. Please create a bug report and post the id or wait for me doing so within the next days. At the moment I'm still analyzing this. Additionally I got the following cron job error, but only once in 3 tries : Can't find string terminator ' anywhere before EOF at /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm line 4212. Compilation failed in require at /opt/otrs/Kernel/Config/Defaults.pm line 2331. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 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/
Re: [otrs] Emailing from OTRS question
Hi Neil, After an OTRS install you essentially have a clean slate, you must customise it to meet your requirements. There's no best setup for a ticketing system to be applied to all situations, therefore post-install, OTRS will give you the most basic setup. From reading your e-mail there are essentially two categories that your queries fall under: *Agent Notification*: Log into OTRS as an agent, then click on the preferences icon. Locate the middle column, titled as [ Mail Management ] You need to configure whether or not you want notifications based on specific actions, such as: - Send me a notification if there is a new ticket in My Queues. - Send me a notification if a customer sends a follow up and I'm the owner of the ticket or the ticket is unlocked and is in one of my subscribed queues. - Send me a notification if a ticket is unlocked by the system - Send me a notification if a ticket is moved into one of My Queues. Select either Yes or No for each, and after each individual change click the respective Update button. In conjunction with the above, you need to be subscribed to queues. This is located in the third column- [Other Options] Select the queues you want to be notified about, and then click on update (hold down the ctrl key to select multiple queues). *Customer Notifications* Click on the Admin button once logged in as an agent. Locate the Auto Responses - Queue button. Select the Raw queue. Select the auto responses that you want set up for specific actions. Such as when a new ticket has been raised. Click update. Click the actual response to change what it's the message. Unless you've changed the mail settings, all new e-mails will be placed in the Raw queue. I hope the above answers your questions, feel free to reply back if you require further elaboration. Regards, David On Sat, Feb 13, 2010 at 10:44 AM, Neil Grantham nei...@btinternet.comwrote: Hi all This is my first posting. I have successfully installed OTRS to evaluate/develop prior to using it (hopefully) as our ticket system. I have installed on XP Pro, and all seems to be working OK, apart from email. I am presuming that OTRS set-up installs it's own mailing system? However, I've logged in as a 'customer' and an 'agent' in separate windows, and opened a ticket, but there is no notification email arrived in my Inbox. Also, the 'customer' email didn't get a notification of the new ticket. I could be missing something obvious. Perhaps notifications aren't created 'out of the box'? Do I need to set these up first? Thanks for your advice Neil - OTRS 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/
Re: [otrs] Emailing from OTRS question
Oh and one more thing: By default OTRS will check the e-mail account you've associated with creating tickets from every 10mins, you can change this and instigate to check instantly by going to Admin Postmaster mail account and selecting Run Now On Sat, Feb 13, 2010 at 12:20 PM, David Holder david.hol...@gmail.comwrote: Hi Neil, After an OTRS install you essentially have a clean slate, you must customise it to meet your requirements. There's no best setup for a ticketing system to be applied to all situations, therefore post-install, OTRS will give you the most basic setup. From reading your e-mail there are essentially two categories that your queries fall under: *Agent Notification*: Log into OTRS as an agent, then click on the preferences icon. Locate the middle column, titled as [ Mail Management ] You need to configure whether or not you want notifications based on specific actions, such as: - Send me a notification if there is a new ticket in My Queues. - Send me a notification if a customer sends a follow up and I'm the owner of the ticket or the ticket is unlocked and is in one of my subscribed queues. - Send me a notification if a ticket is unlocked by the system - Send me a notification if a ticket is moved into one of My Queues. Select either Yes or No for each, and after each individual change click the respective Update button. In conjunction with the above, you need to be subscribed to queues. This is located in the third column- [Other Options] Select the queues you want to be notified about, and then click on update (hold down the ctrl key to select multiple queues). *Customer Notifications* Click on the Admin button once logged in as an agent. Locate the Auto Responses - Queue button. Select the Raw queue. Select the auto responses that you want set up for specific actions. Such as when a new ticket has been raised. Click update. Click the actual response to change what it's the message. Unless you've changed the mail settings, all new e-mails will be placed in the Raw queue. I hope the above answers your questions, feel free to reply back if you require further elaboration. Regards, David On Sat, Feb 13, 2010 at 10:44 AM, Neil Grantham nei...@btinternet.comwrote: Hi all This is my first posting. I have successfully installed OTRS to evaluate/develop prior to using it (hopefully) as our ticket system. I have installed on XP Pro, and all seems to be working OK, apart from email. I am presuming that OTRS set-up installs it's own mailing system? However, I've logged in as a 'customer' and an 'agent' in separate windows, and opened a ticket, but there is no notification email arrived in my Inbox. Also, the 'customer' email didn't get a notification of the new ticket. I could be missing something obvious. Perhaps notifications aren't created 'out of the box'? Do I need to set these up first? Thanks for your advice Neil - OTRS 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/
[otrs] Couple of issues since 2.4.7 upgrade + Support assessment plugin
Hi everyone, I've just upgraded from 2.4.6 to 2.4.7 and have encountered a couple of issues, although this may be due to the upgraded support assessment plugin 1: My Apache DBI::config is now coming up as critical, even though it's configured in the correct config file, and was working in 2.4.6 2: I get the following errors appearing in my log : Sat Feb 13 16:55:36 2010 error OTRS-CGI-10 The checks of Kernel::System::Support::Cron returned no data! Running on the latest fedora core. Any ideas anyone? have restarted the services after the upgrade. Thanks, - OTRS 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] Show locked Tickets in AgentTicketQueue
Hi Jan, In OTRS sysconfig: Config Options: Ticket - Core::Ticket Locate Ticket::ViewableLocks: Click new Add 'lock' Then click the update button at the bottom of the page. Regards, David On Fri, Feb 12, 2010 at 8:35 AM, jan.dre...@bertelsmann.de wrote: Hi @ll, is it possible to show locked tickets in agent's ticketview, too? OTRS 2.3.4 Greetings Jan Dreyer - OTRS 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/
Re: [otrs] Show locked Tickets in AgentTicketQueue
All locked tickets by any agent, by any queue. On Fri, Feb 12, 2010 at 1:50 PM, Guillaume Rehm guillaume.r...@bnu.frwrote: Hi, This feature enable to just showing agent's locked tickets or all locked tickets in queues ? Le 12/02/2010 13:24, jan.dre...@bertelsmann.de a écrit : *Great david. works like expected. Thanks!* Gruß Jan Dreyer -- *Von:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.orgotrs-boun...@otrs.org] *Im Auftrag von *David Holder *Gesendet:* Freitag, 12. Februar 2010 10:29 *An:* User questions and discussions about OTRS. *Betreff:* Re: [otrs] Show locked Tickets in AgentTicketQueue Hi Jan, In OTRS sysconfig: Config Options: Ticket - Core::Ticket Locate Ticket::ViewableLocks: Click new Add 'lock' Then click the update button at the bottom of the page. Regards, David On Fri, Feb 12, 2010 at 8:35 AM, jan.dre...@bertelsmann.de wrote: Hi @ll, is it possible to show locked tickets in agent's ticketview, too? OTRS 2.3.4 Greetings Jan Dreyer - OTRS 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/ -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.r...@bnu.fr web: http://www.bnu.fr - OTRS 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/
Re: [otrs] OTRS and Active Directory Authentication/Synchronization
Hi Theofanis,
Personally I haven't had any experience of that. Although if you're thinking
of doing asset management you may want to look into the OTRS:ITSM module
which encompasses a CMDB, if you know a bit of mysql then no doubt you can
import the relevant data, or maybe produce an interface into it.
Regards,
On Fri, Feb 12, 2010 at 12:44 PM, Theofanis Katsiaounis epi...@yahoo.comwrote:
Did it. Thanks VERY MUCH.
Do you know how i can integrate a hardware inventory app in otrs like
ocs-ng???
I just want to assign each customer his hardware and be able to open a
ticket reffering to the specific hardware eah time.
--
*From:* David Holder david.hol...@gmail.com
*To:* User questions and discussions about OTRS. otrs@otrs.org
*Sent:* Thu, February 11, 2010 5:58:46 PM
*Subject:* Re: [otrs] OTRS and Active Directory
Authentication/Synchronization
OTRS does indeed need local data regarding agents username and passwords,
however the synchronisation normally takes care of this when you log on with
appropriate credentials - there is no need to add the users manually.
The main thing however, is that you should group your OTRS agents in AD so
there's mechanism for OTRS to differentiate who are agents and who are
customers - I know you mentioned that you don't want customers to log in,
but your configuration still needs to reflect how to differentiate between
the two (you obviously don't want customers to log into an agent interface)
Here is the section of my own config.pm that authenticates agents based
upon group membership:
# This is an example configuration for an LDAP auth. backend.
# (take care that Net::LDAP is installed!)
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'servername.companyname.local';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=companyname,dc=local';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
$Self-{'AuthModule::LDAP::GroupDN'} =
'cn=OTRS_Agents,ou=OTRS_Groups,dc=companyname,dc=local';
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
# for ldap posixGroups objectclass (just uid)
#$Self-{'AuthModule::LDAP::UserAttr'} = 'UID';
# for non ldap posixGroups objectclass (with full user dn)
$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';
# The following is valid but would only be necessary if the
# anonymous user do NOT have permission to read from the LDAP tree
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS Searcher,OU=OTRS
LDAP Searcher,DC=companyname,DC=local';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'searcherpassword';
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter = '(mail=*)' or AlwaysFilter =
'(objectclass=user)'
$Self-{'AuthModule::LDAP::AlwaysFilter'} = '';
# in case you want to add a suffix to each login name, then
# you can use this option. e. g. user just want to use user but
# in your ldap directory exists u...@domain.
#$Self-{'AuthModule::LDAP::UserSuffix'} = '';
# Net::LDAP new params (if needed - for more info see perldoc
Net::LDAP)
$Self-{'AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
# Now sync data with OTRS DB
$Self-{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self-{'AuthSyncModule::LDAP::Host'} = 'servername.companyname.local';
$Self-{'AuthSyncModule::LDAP::BaseDN'} = 'dc=companyname, dc=local';
$Self-{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=OTRS
Searcher,ou=OTRS LDAP Searcher,dc=companyname,dc=local';
$Self-{'AuthSyncModule::LDAP::SearchUserPw'} = 'searcherpassword';
$Self-{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB - LDAP
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
};
# AuthSyncModule::LDAP::UserSyncInitialGroups
# (sync following group with rw permission after initial create of
first agent
# login)
$Self-{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];
Give that a whirl and let us know how you get on.
Regards,
David
On Thu, Feb 11, 2010 at 12:09 PM, Markus Moj m...@timocom.com wrote:
Hi,
As far as I know, every agent has to be added in the lokal databe to get
the credentials from your AD. So if you realy have so many users it up to
you to write a script for your Database and import the users through an sql
script into you Oracle DB. Maybe there is another way, but I don´t know one.
Have fun ;)
Mit freundlichen Grüßen / Kind regards
Markus Moj
IT Infrastructure Services
TimoCom Soft- und Hardware GmbH
In der Steele 2
D-40599
Re: [otrs] OTRS and Active Directory Authentication/Synchronization
OTRS does indeed need local data regarding agents username and passwords,
however the synchronisation normally takes care of this when you log on with
appropriate credentials - there is no need to add the users manually.
The main thing however, is that you should group your OTRS agents in AD so
there's mechanism for OTRS to differentiate who are agents and who are
customers - I know you mentioned that you don't want customers to log in,
but your configuration still needs to reflect how to differentiate between
the two (you obviously don't want customers to log into an agent interface)
Here is the section of my own config.pm that authenticates agents based upon
group membership:
# This is an example configuration for an LDAP auth. backend.
# (take care that Net::LDAP is installed!)
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'servername.companyname.local';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=companyname,dc=local';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
$Self-{'AuthModule::LDAP::GroupDN'} =
'cn=OTRS_Agents,ou=OTRS_Groups,dc=companyname,dc=local';
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
# for ldap posixGroups objectclass (just uid)
#$Self-{'AuthModule::LDAP::UserAttr'} = 'UID';
# for non ldap posixGroups objectclass (with full user dn)
$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';
# The following is valid but would only be necessary if the
# anonymous user do NOT have permission to read from the LDAP tree
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS Searcher,OU=OTRS
LDAP Searcher,DC=companyname,DC=local';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'searcherpassword';
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter = '(mail=*)' or AlwaysFilter =
'(objectclass=user)'
$Self-{'AuthModule::LDAP::AlwaysFilter'} = '';
# in case you want to add a suffix to each login name, then
# you can use this option. e. g. user just want to use user but
# in your ldap directory exists u...@domain.
#$Self-{'AuthModule::LDAP::UserSuffix'} = '';
# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
$Self-{'AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
# Now sync data with OTRS DB
$Self-{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self-{'AuthSyncModule::LDAP::Host'} = 'servername.companyname.local';
$Self-{'AuthSyncModule::LDAP::BaseDN'} = 'dc=companyname, dc=local';
$Self-{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=OTRS
Searcher,ou=OTRS LDAP Searcher,dc=companyname,dc=local';
$Self-{'AuthSyncModule::LDAP::SearchUserPw'} = 'searcherpassword';
$Self-{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB - LDAP
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
};
# AuthSyncModule::LDAP::UserSyncInitialGroups
# (sync following group with rw permission after initial create of first
agent
# login)
$Self-{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];
Give that a whirl and let us know how you get on.
Regards,
David
On Thu, Feb 11, 2010 at 12:09 PM, Markus Moj m...@timocom.com wrote:
Hi,
As far as I know, every agent has to be added in the lokal databe to get
the credentials from your AD. So if you realy have so many users it up to
you to write a script for your Database and import the users through an sql
script into you Oracle DB. Maybe there is another way, but I don´t know one.
Have fun ;)
Mit freundlichen Grüßen / Kind regards
Markus Moj
IT Infrastructure Services
TimoCom Soft- und Hardware GmbH
In der Steele 2
D-40599 Düsseldorf
Tel: +49 211 88 26 80 14
Fax: +49 211 88 26 70 14
eMail: *m...@timocom.com* m...@timocom.com
Internet: *www.timocom.com* http://www.timoCom.com
Geschäftsführer: Jens Thiermann, Gunther Matzaitis
Amtsgericht Düsseldorf, HRB 34489
[image: Inactive hide details for Theofanis Katsiaounis ---11.02.2010
13:04:49---Hello. I am kinda new to OTRS and i am trying to setup]Theofanis
Katsiaounis ---11.02.2010 13:04:49---Hello. I am kinda new to OTRS and i am
trying to setup a server for my company. I managed to install
From:
Theofanis Katsiaounis epi...@yahoo.com
To:
otrs@otrs.org
Date:
11.02.2010 13:04
Subject:
[otrs] OTRS and Active Directory Authentication/Synchronization
Sent by:
otrs-boun...@otrs.org
--
Hello. I am kinda new to OTRS and i am trying to setup a server for my
company. I managed to install OTRS (version 2.3 for ubunu) and make it use
an Oracle Database (using Ubuntu Server 9.10
Re: [otrs] using notifications
Hi Manish, What are you trying to notify? There are essentially two groups of notifications in OTRS, First of all are automatic responses. So, for example, when mails are put in a specific queue the following notifications can be configured to despatch: * default reply (after new ticket has been created) (auto reply) * default reject (after follow up and rejected of a closed ticket) (auto reject) * default follow up (after a ticket follow up has been added) (auto follow up) * default reject/new ticket created (after closed follow up with new ticket creation) (auto reply/new ticket) The second group is event based notifications, which allow you to send out notifications based on a specific specification. For me I have the above auto notifications selected and a few custom event based notifications: * Ticket Assigned * Ticket Closed * Note Added (when a note is added as a note-external, that gets e-mailed to the customer) If you can tell us what kind of notification you wish to flag up, we can help you implement the type and specification of it. Thanks, On Tue, Feb 9, 2010 at 5:23 AM, manish ramteke manish.s.ramt...@gmail.comwrote: Hi, Please let me know how to use notifications in OTRS.2.4.5 Regards, Manish Ramteke - OTRS 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/
Re: [otrs] using notifications
Hi Manish, You can use configuration settings for the queue in conjunction with a generic agent to accomplish this. I haven't done it myself, but it should give you a start. The information for this can be found here : http://doc.otrs.org/2.3/en/html/x1519.html Let us know how you get on. Regards, David On Tue, Feb 9, 2010 at 11:10 AM, manish ramteke manish.s.ramt...@gmail.comwrote: Hi David, Thanks for guidance.I have a situation wherein if a particular ticket has crossed the threshold time of resolving, event based notification should be sent to management for escalation. What I would like to know is how would I associate this escalation notification with the ticket. How to configure the ticket so that escalation notification will be triggered. On Tue, Feb 9, 2010 at 4:31 PM, David Holder david.hol...@gmail.comwrote: Hi Manish, What are you trying to notify? There are essentially two groups of notifications in OTRS, First of all are automatic responses. So, for example, when mails are put in a specific queue the following notifications can be configured to despatch: * default reply (after new ticket has been created) (auto reply) * default reject (after follow up and rejected of a closed ticket) (auto reject) * default follow up (after a ticket follow up has been added) (auto follow up) * default reject/new ticket created (after closed follow up with new ticket creation) (auto reply/new ticket) The second group is event based notifications, which allow you to send out notifications based on a specific specification. For me I have the above auto notifications selected and a few custom event based notifications: * Ticket Assigned * Ticket Closed * Note Added (when a note is added as a note-external, that gets e-mailed to the customer) If you can tell us what kind of notification you wish to flag up, we can help you implement the type and specification of it. Thanks, On Tue, Feb 9, 2010 at 5:23 AM, manish ramteke manish.s.ramt...@gmail.com wrote: Hi, Please let me know how to use notifications in OTRS.2.4.5 Regards, Manish Ramteke - OTRS 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/ Regards, Manish Ramteke - OTRS 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/
Re: [otrs] [OTRS] Junk Mail
Or the postmaster filter should be able to do this. On Tue, Feb 9, 2010 at 12:10 PM, Ralf Hildebrandt ralf.hildebra...@charite.de wrote: * Anil Jethiji anil.jeth...@internetf.co.uk: Is there any way in which I can use the 'Outlook style' of filtering Junk Emails? So, I want to remove/move to a junk queue, any mail that has a certain word in the subject or body? Use a generic agent -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 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/
Re: [otrs] using notifications
Hi Nuno Specification for Note Added notification: Recipient: Customer Event: Article Create Article Type: note-external Then add your relevant subject and text fields, something like: OTRS_CUSTOMER_REALNAME, A note has been added to your ticket : Ticket Title : OTRS_TICKET_Title Ticket Number : OTRS_TICKET_TicketNumber OTRS_AGENT_BODY[999] The OTRS_AGENT_BODY will take the text that was added to the note. Regards, On Tue, Feb 9, 2010 at 1:07 PM, Nuno Ranito nran...@neosit.pt wrote: DAvid How did you implement this one? * Note Added (when a note is added as a note-external, that gets e-mailed to the customer) 2010/2/9 David Holder david.hol...@gmail.com Hi Manish, You can use configuration settings for the queue in conjunction with a generic agent to accomplish this. I haven't done it myself, but it should give you a start. The information for this can be found here : http://doc.otrs.org/2.3/en/html/x1519.html Let us know how you get on. Regards, David On Tue, Feb 9, 2010 at 11:10 AM, manish ramteke manish.s.ramt...@gmail.com wrote: Hi David, Thanks for guidance.I have a situation wherein if a particular ticket has crossed the threshold time of resolving, event based notification should be sent to management for escalation. What I would like to know is how would I associate this escalation notification with the ticket. How to configure the ticket so that escalation notification will be triggered. On Tue, Feb 9, 2010 at 4:31 PM, David Holder david.hol...@gmail.comwrote: Hi Manish, What are you trying to notify? There are essentially two groups of notifications in OTRS, First of all are automatic responses. So, for example, when mails are put in a specific queue the following notifications can be configured to despatch: * default reply (after new ticket has been created) (auto reply) * default reject (after follow up and rejected of a closed ticket) (auto reject) * default follow up (after a ticket follow up has been added) (auto follow up) * default reject/new ticket created (after closed follow up with new ticket creation) (auto reply/new ticket) The second group is event based notifications, which allow you to send out notifications based on a specific specification. For me I have the above auto notifications selected and a few custom event based notifications: * Ticket Assigned * Ticket Closed * Note Added (when a note is added as a note-external, that gets e-mailed to the customer) If you can tell us what kind of notification you wish to flag up, we can help you implement the type and specification of it. Thanks, On Tue, Feb 9, 2010 at 5:23 AM, manish ramteke manish.s.ramt...@gmail.com wrote: Hi, Please let me know how to use notifications in OTRS.2.4.5 Regards, Manish Ramteke - OTRS 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/ Regards, Manish Ramteke - OTRS 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/ -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nran...@neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender
Re: [otrs] AD Synch
Hi Troy,
Instead of this:
CustomerKey = 'sAMAccountName',
CustomerID = 'sAMAccountName',
Try this:
CustomerKey = 'sAMAccountName',
CustomerID = 'mail'
Regards,
Troy Shafer wrote:
ok, i'm missing something.. below is my customer ldap code. I made
sure all uid were changed too sAMAccountName... (i changed specific
domain info for obvious reasons)
#Customer LDAP Settings
$Self-{CustomerUser} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = '192.168.30.55',
BaseDN = 'dc=domain,dc=com',
SSCOPE = 'sub',
UserDN = 'cn=otrs,ou=mis,ou=User_Accounts,dc=domain,dc=com',
UserPw = 'otrspassword',
},
CustomerKey = 'sAMAccountName',
CustomerID = 'sAMAccountName',
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' ],
# [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
# [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
# [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
],
};
-Troy
*From:* Troy Shafer troyksha...@yahoo.com
*To:* User questions and discussions about OTRS. otrs@otrs.org
*Sent:* Fri, February 5, 2010 1:00:36 PM
*Subject:* Re: [otrs] AD Synch
Ok i went back and tried the customer login and I get an error that
says... Error: Need CustomerID!!! I'm sure this is common.
I think i found my answer here:
http://lists.otrs.org/pipermail/otrs/2004-October/006523.html
I'll report back if I did i'm sure i can't be the only one looking for
this... or i'm a moron and i AM the only one :)
Thanks Sune and David, i've seen your post throughout my search and i
do appreciate such knowledgeable admins helping us out.
-Troy
*From:* Sune T. Tougaard s...@lyngsoesystems.com
*To:* User questions and discussions about OTRS. otrs@otrs.org
*Sent:* Thu, February 4, 2010 6:46:41 PM
*Subject:* Re: [otrs] AD Synch
If this by any chance is for the customer part (it’s a big install if
you have 3000 agents, I think), perhaps the following may be helpful.
By “No user data” it could mean that some info that is required in the
OTRS DB is not available in the AD/LDAP lookup. So one thing to check,
I guess, would be if the AD is populated with the needed data.
In my setup I think that the only parts “required” for the customer
part are Login, Email and CustomerID.
In my Customer Authentication part of the config, I have those fields
mapped as follows:
# 'var', 'frontend', 'storage', shown, required, 'storage-type'
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
So, in my AD, if I have empty “sAMAccountName” or “mail” fields, I
would get the “No user data” error when logging in.
Also, I believe that the UID must be set to “sAMAccountName”, the
default is UPN as far as I recall.
Your otrs log may give your hints to what may be missing or going wrong.
Perhaps you could show us the authen part of your config, that could help.
It’s been a while since I was last deep in otrs, so I may be using an
older version. Dunno if all this applies to yours.
I may also be totally off track, it was setup years ago.
--
/Sune T.
*From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On
Behalf Of *David Holder
*Sent:* 05 February 2010 00:16
*To:* User questions and discussions about OTRS.
*Subject:* Re: [otrs] AD Synch
Hi Troy,
AFAIK agents are authenticated against OTRS's database, but the
information for those accounts is first probed in the LDAP directory.
If you're getting a panic no user data! when logging in as a agent,
the information isn't being synced to OTRS's database. Have you
implemented the following code:
# agent data sync against ldap
$Self-{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self-{'AuthSyncModule::LDAP::Host'} = 'ldap://ldap.example.com/';
$Self-{'AuthSyncModule::LDAP::BaseDN'} = 'dc=otrs, dc=org';
$Self-{'AuthSyncModule::LDAP::UID'} = 'uid';
$Self-{'AuthSyncModule::LDAP::SearchUserDN'} = 'uid=sys, ou=user, dc=otrs,
dc=org';
$Self
Re: [otrs] AD Synch
Lol, you're most welcome Troy.
Enjoy using OTRS.
On Fri, Feb 5, 2010 at 8:06 PM, Troy Shafer troyksha...@yahoo.com wrote:
YOU ARE THE MAN!
-Troy
--
*From:* David Holder david.hol...@gmail.com
*To:* User questions and discussions about OTRS. otrs@otrs.org
*Sent:* Fri, February 5, 2010 2:30:25 PM
*Subject:* Re: [otrs] AD Synch
Hi Troy,
Instead of this:
CustomerKey = 'sAMAccountName',
CustomerID = 'sAMAccountName',
Try this:
CustomerKey = 'sAMAccountName',
CustomerID = 'mail'
Regards,
Troy Shafer wrote:
ok, i'm missing something.. below is my customer ldap code. I made sure all
uid were changed too sAMAccountName... (i changed specific domain info for
obvious reasons)
#Customer LDAP Settings
$Self-{CustomerUser} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = '192.168.30.55',
BaseDN = 'dc=domain,dc=com',
SSCOPE = 'sub',
UserDN = 'cn=otrs,ou=mis,ou=User_Accounts,dc=domain,dc=com',
UserPw = 'otrspassword',
},
CustomerKey = 'sAMAccountName',
CustomerID = 'sAMAccountName',
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' ],
# [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
# [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
# [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
],
};
-Troy
--
*From:* Troy Shafer troyksha...@yahoo.com troyksha...@yahoo.com
*To:* User questions and discussions about OTRS.
otrs@otrs.orgotrs@otrs.org
*Sent:* Fri, February 5, 2010 1:00:36 PM
*Subject:* Re: [otrs] AD Synch
Ok i went back and tried the customer login and I get an error that says...
Error: Need CustomerID!!! I'm sure this is common.
I think i found my answer here:
http://lists.otrs.org/pipermail/otrs/2004-October/006523.html
I'll report back if I did i'm sure i can't be the only one looking for
this... or i'm a moron and i AM the only one :)
Thanks Sune and David, i've seen your post throughout my search and i do
appreciate such knowledgeable admins helping us out.
-Troy
--
*From:* Sune T. Tougaard s...@lyngsoesystems.com s...@lyngsoesystems.com
*To:* User questions and discussions about OTRS.
otrs@otrs.orgotrs@otrs.org
*Sent:* Thu, February 4, 2010 6:46:41 PM
*Subject:* Re: [otrs] AD Synch
If this by any chance is for the customer part (it’s a big install if you
have 3000 agents, I think), perhaps the following may be helpful.
By “No user data” it could mean that some info that is required in the OTRS
DB is not available in the AD/LDAP lookup. So one thing to check, I guess,
would be if the AD is populated with the needed data.
In my setup I think that the only parts “required” for the customer part
are Login, Email and CustomerID.
In my Customer Authentication part of the config, I have those fields
mapped as follows:
# 'var', 'frontend', 'storage', shown, required, 'storage-type'
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
So, in my AD, if I have empty “sAMAccountName” or “mail” fields, I would
get the “No user data” error when logging in.
Also, I believe that the UID must be set to “sAMAccountName”, the default
is UPN as far as I recall.
Your otrs log may give your hints to what may be missing or going wrong.
Perhaps you could show us the authen part of your config, that could help.
It’s been a while since I was last deep in otrs, so I may be using an
older version. Dunno if all this applies to yours.
I may also be totally off track, it was setup years ago.
--
/Sune T.
*From:* otrs-boun...@otrs.org
[mailto:otrs-boun...@otrs.orgotrs-boun...@otrs.org]
*On Behalf Of *David Holder
*Sent:* 05 February 2010 00:16
*To:* User questions and discussions about OTRS.
*Subject:* Re: [otrs] AD Synch
Hi Troy,
AFAIK agents are authenticated against OTRS's database, but the information
for those accounts is first probed in the LDAP directory. If you're getting
a panic no user data! when logging in as a agent, the information isn't
being synced to OTRS's database
Re: [otrs] Allocating Tokens/counting
Hi Anil, You can use a third party application - OTRS Manager to obtain some of these stats. It can be found here: http://sourceforge.net/projects/otrs-manager/ With this you can easily look up accounting/new/closed/open tickets for each of your customers. Regards, David On Thu, Feb 4, 2010 at 12:59 PM, Anil Jethiji anil.jeth...@internetf.co.ukwrote: Hi, I’m new all of this and to OTRS and I’m not very technical. If someone could help me that would be great. I am trying to count the number of times a certain person/company creates a ticket. Additionally I would like to filter emails by their subject line. Thanks. --- Anil Jethiji, Senior Data Centre Technician, IFL Email: anil.jeth...@internetf.co.uk T: 0845 126 1616 F: 0845 126 1617 D: 0161 850 0471 M: 0782 35 36 398 www.internetf.co.uk ~~ Business Class Data Centres ~~ IFL is a trading name of Internet Facilitators Limited. Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN. Registered in England. Company No. 3342636 - OTRS 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/
Re: [otrs] AD Synch
Hi Troy,
AFAIK agents are authenticated against OTRS's database, but the
information for those accounts is first probed in the LDAP directory. If
you're getting a panic no user data! when logging in as a agent, the
information isn't being synced to OTRS's database. Have you implemented
the following code:
# agent data sync against ldap
$Self-{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self-{'AuthSyncModule::LDAP::Host'} = 'ldap://ldap.example.com/';
$Self-{'AuthSyncModule::LDAP::BaseDN'} = 'dc=otrs, dc=org';
$Self-{'AuthSyncModule::LDAP::UID'} = 'uid';
$Self-{'AuthSyncModule::LDAP::SearchUserDN'} = 'uid=sys, ou=user, dc=otrs,
dc=org';
$Self-{'AuthSyncModule::LDAP::SearchUserPw'} = 'some_pass';
$Self-{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB - LDAP
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
};
[...]
# AuthSyncModule::LDAP::UserSyncInitialGroups
# (sync following group with rw permission after initial create of first
agent
# login)
$Self-{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];
If you haven't implemented the above, do so and let us know how you get
on. If you get compeltely stuck I can send you a blank config from my
current OTRS setup, which I have e-mailed to several people already to
help them resolve their AD sync/access issues.
Regards,
David
Troy Shafer wrote:
I have searched and searched but can't seem to find the answer.
So i setup the Config.pm to use AD authentication.. then of course i
got the Panic! No user data! error. We have over 3,000 employees.
I'm not going to sit here and create an account for each of them. I
do have it searching AD successfully and autheniticating against AD.
I've seen examples of user synchronization on the web and everytime i
try those code in the config file and restart apache i can't login to
otrs with an AD account or r...@localhost.
Essentially i'm looking for the code that will allow authentication
against AD without the user needing to be in the otrs db... or..
When authenticated against AD the user is automatically created in the
OTRS DB..
or some variation that doesn't need me to create 3000 accounts by hand.
-Troy
-
OTRS 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/
Re: [otrs] how to upgrade the OTRS 2.4.5 to 2.4.6
rpm -Uvh otrs-2.4.6.xxx.rpm then restart your MYSQL/Apache services. Regards, David On Wed, Feb 3, 2010 at 3:02 PM, ramana fedora.ram...@gmail.com wrote: Hi Every One, Can any one help mo how to upgrade the OTRS 2.4.5 to 2.4.6 version kindly provide me the procedure how upgrade. I am using Linux Fedora 11. Thanks Regards, Ramana - OTRS 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/
Re: [otrs] Best way to close tickets automatically
Hi Rosanna, I'm pretty sure the generic agent can accomplish this for you. Regards, David On Wed, Feb 3, 2010 at 3:28 PM, Marretta, Rosanna rosanna.marre...@yrclogistics.com wrote: Hi I’m looking for the best way to close tickets automatically if they are sitting in a certain status, i.e. pending or awaiting response. If we have not heard back from the user within 2 days we would like the call to be automatically closed and a response sent out to them, is this possible. Rosanna Marretta Analyst Programmer *YRC Logistics Limited* Unit 1, Alpha Way Thorpe Industrial Park Egham, Surrey TW20 8RZ United Kingdom Direct Tel: +44 (0) 1784 480136 Email: rosanna.marre...@yrclogistics.com Website: www.YRCLogistics.com http://www.yrclogistics.com/ Subscribe to our News Feed: www.yrclogistics-rss.info Directions: www.multimap.com/map/browse.cgi?lat=51.4169lon=-0.5289scale=1icon=x Company Registration Number: 2773769 -- Except as otherwise agreed in writing, signed by a director of YRC Logistics, all storage, picking and packing services are carried out subject to the United Kingdom Warehousing Association’s conditions of contract current at the time of contract (UKWA) and all other services provided by YRC Logistics are provided subject to the British International Freight Association’s standard trading conditions current at the time of contract (BIFA). Hyperlinks to the current UKWA BIFA conditions are included at the foot of this email. Your attention is specifically drawn to the limitations of liability in respect of loss or damage contained in those conditions. Consequentially, customers should notify their own insurers to ensure that adequate insurance cover is in place in connection with any services provided by YRC Logistics. http://www.bifa.org/DocFrame/DocView.asp?id=235sec=-1 http://www.ukwa.org.uk/cmfiles/28/Conditions%20of%20Contract%202007.pdf - OTRS 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/
Re: [otrs] how to get otrs to leave a copy of mails on the server when using imap?
Hi Saurabh, I'm pretty sure that the action to delete e-mails after processing cannot be changed due to possibilities of duplicate tickets and so forth. Therefore if you want to retain e-mails I would create a secondary mailbox (OTRSArchive) or whatever and then define a rule for your otrs mailbox to forward e-mails to this account. Regards, David On Wed, Feb 3, 2010 at 3:40 PM, Saurabh Pande saurab...@directi.com wrote: hi, i have failed to get otrs to use imap and leave a copy of the mails on the mail server. has anyone found a fix for this or do we have a timeline for it's fix being made available? regards, saurabh pande. - OTRS 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/
Re: [otrs] Best way to close tickets automatically
Ah I see.. Have you looked into the Pending Auto Close +/- states in OTRS? Regards, David On Wed, Feb 3, 2010 at 4:22 PM, Marretta, Rosanna rosanna.marre...@yrclogistics.com wrote: Hi David, I did try using this, but what would I use to distinguish the date we last responded to them? I tried the update date but I didn’t receive any results. *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *David Holder *Sent:* 03 February 2010 16:08 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Best way to close tickets automatically Hi Rosanna, I'm pretty sure the generic agent can accomplish this for you. Regards, David On Wed, Feb 3, 2010 at 3:28 PM, Marretta, Rosanna rosanna.marre...@yrclogistics.com wrote: Hi I’m looking for the best way to close tickets automatically if they are sitting in a certain status, i.e. pending or awaiting response. If we have not heard back from the user within 2 days we would like the call to be automatically closed and a response sent out to them, is this possible. - OTRS 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/ - OTRS 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] FAQ - Customise the Public FrontEnd.
Hi Rosanna, This is a common query and has been posted quite a few times in this mailing list. Please follow the guide located in the OTRS docs on Themes http://doc.otrs.org/2.4/en/html/c2079.html Cheers, On Tue, Jan 26, 2010 at 4:36 PM, Marretta, Rosanna rosanna.marre...@yrclogistics.com wrote: Hi, Can somebody please tell me how I go about adding the company logo/name etc.. Thanks Rosanna - OTRS 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/
Re: [otrs] make a note/comment via email
If my understanding is correct, you could probably accomplish this by adding a event based notification to send out e-mails to agents when a note is added to the ticket. Recipient : Either Agent (owner) / Agent (All with write permissions) / Agent (Responsible) / Whichever group Event: ArticleCreate Article type : Note-Internal and something like this for the message: Subject : OTRS_TICKET_Title - Note added Text: A note has been added to the ticket : Ticket Title : OTRS_TICKET_Title Ticket Number : OTRS_TICKET_TicketNumber OTRS_AGENT_BODY[999] Does this help? Regards, David On Mon, Jan 18, 2010 at 7:17 PM, Sagy Volkov sagyvol...@gmail.com wrote: Is it possible or did anyone wrote a work around to add notes/comments (those internal messages exchanged between agents not seeing by the customer) via email? (NOT via the UI). If not, maybe someone wrote a patch for it? Thanks in advance, -sv - OTRS 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/
Re: [otrs] Attachments not appearing in Outlook
Hi Nils, Does this also apply to attachments added as part of a event based notification (ie closed ticket?) Thanks, On Tue, Jan 19, 2010 at 1:08 PM, Nils Leideck - ITSM nils.leid...@leidex.net wrote: Hi, On 19.01.2010, at 12:37, Lars Jørgensen wrote: We recently upgraded to 2.4.6 and are very satisfied. We are currently weeding out the small bugs that have crept into the configuration after migrating and everything is working more or less as expected. But this one stumped me. When we attach a file to a response from OTRS, the attachment is not visible in Outlook. It appears fine on my Mac, though, so it is included. This is probably due to some incompatibility between Outlook and OTRS that have appeared in version 2.4.x. Has anybody seen this issue and found a fix for it? We have a patch and an FAQ available, please take a look: http://bugs.otrs.org/show_bug.cgi?id=4770 https://portal.otrs.com/otrs/index.pl?Action=AgentFAQSubaction=ViewItemID=360 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 Hannoverhttp://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der-cebit-2010/?tx_ttnews%5BbackPid%5D=51cHash=c9381fe235, 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/ - OTRS 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] Office 2007 Documents Open As Zip Files
Hi, I had the same problem on another webserver, I put in my .htaccess file (pretty much the same as what you've done) AddType application/vnd.ms-word.document.macroEnabled.12 .docm AddType application/vnd.openxmlformats-officedocument.wordprocessingml.document docx AddType application/vnd.openxmlformats-officedocument.wordprocessingml.template dotx AddType application/vnd.ms-powerpoint.template.macroEnabled.12 potm AddType application/vnd.openxmlformats-officedocument.presentationml.template potx AddType application/vnd.ms-powerpoint.addin.macroEnabled.12 ppam AddType application/vnd.ms-powerpoint.slideshow.macroEnabled.12 ppsm AddType application/vnd.openxmlformats-officedocument.presentationml.slideshow ppsx AddType application/vnd.ms-powerpoint.presentation.macroEnabled.12 pptm AddType application/vnd.openxmlformats-officedocument.presentationml.presentation pptx AddType application/vnd.ms-excel.addin.macroEnabled.12 xlam AddType application/vnd.ms-excel.sheet.binary.macroEnabled.12 xlsb AddType application/vnd.ms-excel.sheet.macroEnabled.12 xlsm AddType application/vnd.openxmlformats-officedocument.spreadsheetml.sheet xlsx AddType application/vnd.ms-excel.template.macroEnabled.12 xltm AddType application/vnd.openxmlformats-officedocument.spreadsheetml.template xltx However, afterwards I had to restart apache, have you also done that? Regards, On Fri, Jan 15, 2010 at 11:04 AM, Hunter, David david.hun...@yrclogistics.com wrote: Hi all, I’m running OTRS on Open Suse 11.1 and I’m having an issue with opening Office 2007 from OTRS. When we try and open a document it opens as a ZIP file. This seems to be an issue related to the mime settings and I’ve tried adding the following to the /etc/mime.types file however this hasn’t resolved the issue:- application/vnd.openxmlformats docx pptx xlsx And also application/vnd.ms-word.document.macroEnabled.12 .docm application/vnd.openxmlformats-officedocument.wordprocessingml.document docx application/vnd.openxmlformats-officedocument.wordprocessingml.template dotx application/vnd.ms-powerpoint.template.macroEnabled.12 potm application/vnd.openxmlformats-officedocument.presentationml.template potx application/vnd.ms-powerpoint.addin.macroEnabled.12 ppam application/vnd.ms-powerpoint.slideshow.macroEnabled.12 ppsm application/vnd.openxmlformats-officedocument.presentationml.slideshow ppsx application/vnd.ms-powerpoint.presentation.macroEnabled.12 pptm application/vnd.openxmlformats-officedocument.presentationml.presentation pptx application/vnd.ms-excel.addin.macroEnabled.12 xlam application/vnd.ms-excel.sheet.binary.macroEnabled.12 xlsb application/vnd.ms-excel.sheet.macroEnabled.12 xlsm application/vnd.openxmlformats-officedocument.spreadsheetml.sheet xlsx application/vnd.ms-excel.template.macroEnabled.12 xltm application/vnd.openxmlformats-officedocument.spreadsheetml.template xltx The issue only seems to be related to Internet Explorer as Firefox and Chrome work okay. I’ve also tried adding the OTRS web address as a Trusted Site within IE but this hasn’t resolved the issue either. Has anybody else had the same problem? If so how did you resolve? Any help will be much appreciated. Regards, David Hunter - OTRS 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/
Re: [otrs] FAQ and OTRS 2.2.x
Hi Eric, In otrs go to Admin, then Users - Groups and select your account. Do you have associated privileges to faq and faq_admin? Regards, David On Thu, Jan 7, 2010 at 2:00 PM, Eric Boudrand e...@sistech.fr wrote: Hello, We are using OTRS 2.2.7 and FAQ module 1.3.3. When I go into FAQ history and I click on a FAQ number I have the following message : ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Thu Jan 7 14:58:40 2010 Message: Permission denied! Traceback (8980): Module: Kernel::Modules::AgentFAQ::Run (v1.12.2.1) Line: 1010 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 It seems I do not have the correct permission. How can I know what type of user I should be ? Regards. Eric Boudrand - OTRS 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/
Re: [otrs] Need help in reporting
Hi Yogessh, For all my OTRS reporting needs I now use a separate application called OTRS-Manager - http://sourceforge.net/projects/otrs-manager/. It might be worth having a look at that as (for me) creating complex reports is easier using that application. Regards, David, On Mon, Jan 4, 2010 at 3:02 PM, Yogesh Pawar yogessh.pa...@gmail.comwrote: Hi All, I am using OTRS 2.4.3.We are using OTRS in customer support field. We have total 6 engineers.I want to create the report which includes which engineer has closed the ticket how many tickets he closed. Please help me in creating the reports in OTRS Yogessh - OTRS 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/
Re: [otrs] Some newby questions
Hi G. My interpretation and implementation of locks: Locking tickets implies that an agent has taken ownership of that issue. This prevents two agents from working on the same issue and therefore avoid wasted time. I've also got an event based notification when this happens to inform the customer who is dealing with their issue, so they know who to contact directly. As for number two I haven't dealt with escalation much, im sure someone else will chip in though. Regards, David On Wed, Dec 30, 2009 at 3:34 PM, Gerrit Tamboer ger...@halma.nl wrote: Hey Guys, I have 2 newby questions. 1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this? 2. I have a ticket that is about to escalate because I didn’t reply within the estimated time, but I don’t have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?... Thanks in advance! Regards - *G* - OTRS 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/
Re: [otrs] Some newby questions
Hi G, For my setup a ticket gets locked when: It is manually set so in the zoomticket view when merging tickets when doing bulk action on tickets. If it helps this is a very basic, top level view of my ticket lifecycle: 1. User sends an e-mail to my support account (itsupp...@company.co.uk) 2. OTRS picks this up and generates a ticket for it. 3. At this point the owner is otrs itself : r...@localhost (Admin OTRS) in the ticket view 4. An agent (normally myself) will claim ownership of this ticket - essentially stating - I will take responsibility for this users issue 5. Other agents may look at this ticket and see that I've taken responsibility for it, they'll work on something else. Agents can still view and add notes to the ticket, but cannot close,merge,bulk action etc. However, they can change the owner if need be (for example if the original agent is not there, off sick etc). 6. A notification is sent to the user - Your ticket (title+subject) has been assigned to David H ..etc etc 7. Owner of the ticket in the ticket view has changed, instead of r...@localhost(Admin OTRS) it's now David H. The user can see this as well in their customer interface. 8. Issue is then worked on, notes added and eventually closed. I hope this helps, Regards, David On Wed, Dec 30, 2009 at 3:54 PM, Gerrit Tamboer ger...@halma.nl wrote: Hi David, Thanks for your answer, Could you also tell me what events triggers a ticket to get locked? Regards, G. *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *David Holder *Sent:* woensdag 30 december 2009 16:51 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Some newby questions Hi G. My interpretation and implementation of locks: Locking tickets implies that an agent has taken ownership of that issue. This prevents two agents from working on the same issue and therefore avoid wasted time. I've also got an event based notification when this happens to inform the customer who is dealing with their issue, so they know who to contact directly. As for number two I haven't dealt with escalation much, im sure someone else will chip in though. Regards, David On Wed, Dec 30, 2009 at 3:34 PM, Gerrit Tamboer ger...@halma.nl wrote: Hey Guys, I have 2 newby questions. 1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this? 2. I have a ticket that is about to escalate because I didn’t reply within the estimated time, but I don’t have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?... Thanks in advance! Regards - *G* - OTRS 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/ - OTRS 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] Panic! No UserData!!! after deleting all my test tickets
Hi Justin, I would be surprised if the GenericAgent caused issues with LDAP authentication. Would it be possible for you to post your config.pm for us to peruse? Thanks, David On Wed, Dec 30, 2009 at 8:33 PM, Justin Holt holt.justin...@gmail.comwrote: Hi all, After doing substantial testing with OTRS my boss finally cleared it to go live in our system. I followed advice from a different email thread about using Generic Agent to delete tickets and it seems to have worked. But now, customers can not authenticate over LDAP (AD 2003) any longer. Agents can log in just fine on the other hand. To delete the tickets, all I selected the queues that I had set up, and then selected Delete Tickets. I know LDAP sync was working before and I have not changed my config.pm. Any advice? Thanks, Justin Holt Town of Vernon, CT IT Intern - OTRS 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/
Re: [otrs] Error: bad file descriptor
Hi Sourabh, This could be related to a number of things, but I'll get the ball rolling: - Have you installed the SSL module for perl (also confirm which OS you're running OTRS on) - is the Net::DNS module installed? To check the above (Linux) linux:~# cd /opt/otrs/bin/ linux:/opt/otrs/bin# ./otrs.checkModules Are you behind a corporate/personal firewall? Could this be blocking the traffic to that port number? What is your configuration for mail? (exclude username and password etc.) Thanks, David On Wed, Dec 23, 2009 at 7:04 AM, Sourabh Sarwate sourabh2...@gmail.comwrote: Hi Can anyone help for the error as I mentioned in my previous mail. Regards Sourabh Sarwate On Wed, Dec 23, 2009 at 10:42 AM, Sourabh Sarwate sourabh2...@gmail.comwrote: Hi All, I am getting following error when I am trying to test my smtp configuration for OTRS 2.4.5 on windows xp workstation.I am using port 465. can any one give me idea about this error and how I can resolve it. *can't connect to smtp.gmail.com : bad file descriptor!! *-- Regards, Sourabh Sarwate - OTRS 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/
Re: [otrs] No customer notifications sent
Hi Yalu, When mentioning notifications to the customer, are you talking about notifications that a new ticket has been created, or some other kind of event? If it's a notification regarding a new ticket, have you checked that you have an autoresponse set on that specific queue? in OTRS go to Admin Auto Responses - Queue. If this has already been set up, have you checked your log for clues? Regards, David On Sat, Dec 19, 2009 at 8:05 PM, Yalu y...@telenet.be wrote: Hi all, I’m trying to setup an OTRS based ticketing system for my company (v2.4.4 on Windows 2003 SP2r2). I’ve already created some groups, roles and queues for testing purposes. I’m using my corporate AD as an customer agent LDAP backend. Everything seems to work quite fine so far, except for the fact that no notification mails are being sent to the originator customer, Although all necessary properties are correctly retrieved from AD (including mail address). Also, logging does not indicate any mails being sent On the bright side: notifications to agents are being sent as expected as are (queue)responses to the customer. Hope anyone can help me out. Greetings, Yalu - OTRS 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/
Re: [otrs] POP3 SSL Installation
Hi Zak, Sometimes I've had problems with installing PERL modules through CPAN, and had to resort to installing them manually. Download the module from http://search.cpan.org/CPAN/authors/id/S/SU/SULLR/IO-Socket-SSL-1.31.tar.gz - then install as per the instructions on this site: http://www.thegeekstuff.com/2008/09/how-to-install-perl-modules-manually-and-using-cpan-command/ as root. Good luck! David Mohamed Zakaria wrote: Hi, Can anyone help me with this? Without the email function it's not very useful to implement in my environment. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Mohamed Zakaria Sent: Friday, December 18, 2009 8:44 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] POP3 SSL Installation Dear Mr Marshall, When I try to install ssl in CPAN this is the output. cpan[1] install IO::Socket::SSL CPAN: Storable loaded ok (v2.18) Going to read '/home/msiadmin/.cpan/Metadata' Database was generated on Thu, 17 Dec 2009 03:52:42 GMT CPAN: YAML loaded ok (v0.70) Going to read 77 yaml files from /home/msiadmin/.cpan/build/ CPAN: Time::HiRes loaded ok (v1.9711) DONE Restored the state of none (in 2.5054 secs) IO::Socket::SSL is up to date (1.31). I did sudo bash and install as root still the same result. I think my problem is the CPAN is regarding the home folder as /home/msiadmin/.cpan/Metadata I need to change this path to /opt/otrs/.cpan/Metadata which is the OTRS home folder. Anyone has any clue on how to change this? Regards, Zak -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of LQ Marshall Sent: Thursday, December 17, 2009 11:03 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] POP3 SSL Installation Zak, (1) What happened in during the install? What was the output? (2) Can you su to root rather than sudo? This is better in server environ IMO. Is there any other way to run as root? Try su-ing to root (su -). gl,lq -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Mohamed Zakaria Sent: Thursday, December 17, 2009 3:28 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] POP3 SSL Installation Hi, I had run sudo perl -MCPAN -e shell and then run in CPAN I run install IO::Socket::SSL But I still see in ./otrs.checkModules that SSL socket is not installed. Is there any other way to run as root? Regards, Zak -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Thursday, December 17, 2009 4:09 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] POP3 SSL Installation Hi Mohamed, CPAN: Storable loaded ok (v2.18) Going to read '/home/msiadmin/.cpan/Metadata' You have probably installed the module in the .cpan directory of the msiadmin user. You should really install the library by running CPAN as 'root' so that it will be available to both the OTRS user and the web server user. Hope this helps, -- Michiel Beijen RD - OTRS 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/ # This email is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this email in error please contact the sender. # - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ # This email is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this email in error please contact the sender. # - OTRS mailing list: otrs
Re: [otrs] Office 2007 documents opening at zip files
Hi, The new office 2007 format differs a lot from previous versions (open XML I think?) Either way I had this problem with a website I was hosting off apache, so this issue isn't specific to OTRS (afaik), but with apache itself. Regards, David On Wed, Dec 16, 2009 at 11:33 AM, Marretta, Rosanna rosanna.marre...@yrclogistics.com wrote: Can somebody tell me why office 2007 documents, i.e. word and excel open as zip files when attached to an OTRS call. Thanks, Rosanna Marretta - OTRS 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/
Re: [otrs] Office 2007 documents opening at zip files
Hi Rosanna, Check this link and see how you get on: http://www.vladville.com/2007/04/office-2007-mime-types-for-apache.html Regards, David On Wed, Dec 16, 2009 at 11:56 AM, David Holder david.hol...@gmail.comwrote: Hi, The new office 2007 format differs a lot from previous versions (open XML I think?) Either way I had this problem with a website I was hosting off apache, so this issue isn't specific to OTRS (afaik), but with apache itself. Regards, David On Wed, Dec 16, 2009 at 11:33 AM, Marretta, Rosanna rosanna.marre...@yrclogistics.com wrote: Can somebody tell me why office 2007 documents, i.e. word and excel open as zip files when attached to an OTRS call. Thanks, Rosanna Marretta - OTRS 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/
Re: [otrs] Office 2007 documents opening at zip files
Hi Rosanna, I've just checked another webserver I had this problem with, this is how I got around it (bear in mind that prior to this I had absolutely no apache experience, so apologies if this is the wrong way to approach this). In my .htaccess file in my web root I've added the following: AddType application/vnd.ms-word.document.macroEnabled.12 .docm AddType application/vnd.openxmlformats-officedocument.wordprocessingml.document docx AddType application/vnd.openxmlformats-officedocument.wordprocessingml.template dotx AddType application/vnd.ms-powerpoint.template.macroEnabled.12 potm AddType application/vnd.openxmlformats-officedocument.presentationml.template potx AddType application/vnd.ms-powerpoint.addin.macroEnabled.12 ppam AddType application/vnd.ms-powerpoint.slideshow.macroEnabled.12 ppsm AddType application/vnd.openxmlformats-officedocument.presentationml.slideshow ppsx AddType application/vnd.ms-powerpoint.presentation.macroEnabled.12 pptm AddType application/vnd.openxmlformats-officedocument.presentationml.presentation pptx AddType application/vnd.ms-excel.addin.macroEnabled.12 xlam AddType application/vnd.ms-excel.sheet.binary.macroEnabled.12 xlsb AddType application/vnd.ms-excel.sheet.macroEnabled.12 xlsm AddType application/vnd.openxmlformats-officedocument.spreadsheetml.sheet xlsx AddType application/vnd.ms-excel.template.macroEnabled.12 xltm AddType application/vnd.openxmlformats-officedocument.spreadsheetml.template xltx I think you can put this into a .conf file. (httpd.conf?) Give that a shot, and let us know how you get on :) Regards, David On Wed, Dec 16, 2009 at 2:41 PM, Marretta, Rosanna rosanna.marre...@yrclogistics.com wrote: Hi David, Thank you very much for your reply. I tried what it told me to do on the website, but unfortunately it didn’t work for me. The apache server (apache2) is running on a linux server. Rosanna *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *David Holder *Sent:* 16 December 2009 12:08 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Office 2007 documents opening at zip files Hi Rosanna, Check this link and see how you get on: http://www.vladville.com/2007/04/office-2007-mime-types-for-apache.html Regards, David On Wed, Dec 16, 2009 at 11:56 AM, David Holder david.hol...@gmail.com wrote: Hi, The new office 2007 format differs a lot from previous versions (open XML I think?) Either way I had this problem with a website I was hosting off apache, so this issue isn't specific to OTRS (afaik), but with apache itself. Regards, David On Wed, Dec 16, 2009 at 11:33 AM, Marretta, Rosanna rosanna.marre...@yrclogistics.com wrote: Can somebody tell me why office 2007 documents, i.e. word and excel open as zip files when attached to an OTRS call. Thanks, Rosanna Marretta - OTRS 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/ - OTRS 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] Office 2007 documents opening at zip files
Sorry - forgot to mention that you will need to restart your apache service after making these changes. On Wed, Dec 16, 2009 at 2:59 PM, David Holder david.hol...@gmail.comwrote: Hi Rosanna, I've just checked another webserver I had this problem with, this is how I got around it (bear in mind that prior to this I had absolutely no apache experience, so apologies if this is the wrong way to approach this). In my .htaccess file in my web root I've added the following: AddType application/vnd.ms-word.document.macroEnabled.12 .docm AddType application/vnd.openxmlformats-officedocument.wordprocessingml.document docx AddType application/vnd.openxmlformats-officedocument.wordprocessingml.template dotx AddType application/vnd.ms-powerpoint.template.macroEnabled.12 potm AddType application/vnd.openxmlformats-officedocument.presentationml.template potx AddType application/vnd.ms-powerpoint.addin.macroEnabled.12 ppam AddType application/vnd.ms-powerpoint.slideshow.macroEnabled.12 ppsm AddType application/vnd.openxmlformats-officedocument.presentationml.slideshow ppsx AddType application/vnd.ms-powerpoint.presentation.macroEnabled.12 pptm AddType application/vnd.openxmlformats-officedocument.presentationml.presentation pptx AddType application/vnd.ms-excel.addin.macroEnabled.12 xlam AddType application/vnd.ms-excel.sheet.binary.macroEnabled.12 xlsb AddType application/vnd.ms-excel.sheet.macroEnabled.12 xlsm AddType application/vnd.openxmlformats-officedocument.spreadsheetml.sheet xlsx AddType application/vnd.ms-excel.template.macroEnabled.12 xltm AddType application/vnd.openxmlformats-officedocument.spreadsheetml.template xltx I think you can put this into a .conf file. (httpd.conf?) Give that a shot, and let us know how you get on :) Regards, David On Wed, Dec 16, 2009 at 2:41 PM, Marretta, Rosanna rosanna.marre...@yrclogistics.com wrote: Hi David, Thank you very much for your reply. I tried what it told me to do on the website, but unfortunately it didn’t work for me. The apache server (apache2) is running on a linux server. Rosanna *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *David Holder *Sent:* 16 December 2009 12:08 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Office 2007 documents opening at zip files Hi Rosanna, Check this link and see how you get on: http://www.vladville.com/2007/04/office-2007-mime-types-for-apache.html Regards, David On Wed, Dec 16, 2009 at 11:56 AM, David Holder david.hol...@gmail.com wrote: Hi, The new office 2007 format differs a lot from previous versions (open XML I think?) Either way I had this problem with a website I was hosting off apache, so this issue isn't specific to OTRS (afaik), but with apache itself. Regards, David On Wed, Dec 16, 2009 at 11:33 AM, Marretta, Rosanna rosanna.marre...@yrclogistics.com wrote: Can somebody tell me why office 2007 documents, i.e. word and excel open as zip files when attached to an OTRS call. Thanks, Rosanna Marretta - OTRS 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/ - OTRS 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] Office 2007 documents opening at zip files
Hi Rosanna, That rings a bell with my previous problem. It worked with Firefox but not with IE, but after I made that change IE was then able to properly identify office 2007 filetypes. On Wed, Dec 16, 2009 at 3:09 PM, Marretta, Rosanna rosanna.marre...@yrclogistics.com wrote: Hi David, I tried this with another browser such as Google Chrome and it worked fine. Looks like the problem lies with Internet Explorer. Rosanna *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *David Holder *Sent:* 16 December 2009 15:05 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Office 2007 documents opening at zip files Sorry - forgot to mention that you will need to restart your apache service after making these changes. On Wed, Dec 16, 2009 at 2:59 PM, David Holder david.hol...@gmail.com wrote: Hi Rosanna, I've just checked another webserver I had this problem with, this is how I got around it (bear in mind that prior to this I had absolutely no apache experience, so apologies if this is the wrong way to approach this). In my .htaccess file in my web root I've added the following: AddType application/vnd.ms-word.document.macroEnabled.12 .docm AddType application/vnd.openxmlformats-officedocument.wordprocessingml.document docx AddType application/vnd.openxmlformats-officedocument.wordprocessingml.template dotx AddType application/vnd.ms-powerpoint.template.macroEnabled.12 potm AddType application/vnd.openxmlformats-officedocument.presentationml.template potx AddType application/vnd.ms-powerpoint.addin.macroEnabled.12 ppam AddType application/vnd.ms-powerpoint.slideshow.macroEnabled.12 ppsm AddType application/vnd.openxmlformats-officedocument.presentationml.slideshow ppsx AddType application/vnd.ms-powerpoint.presentation.macroEnabled.12 pptm AddType application/vnd.openxmlformats-officedocument.presentationml.presentation pptx AddType application/vnd.ms-excel.addin.macroEnabled.12 xlam AddType application/vnd.ms-excel.sheet.binary.macroEnabled.12 xlsb AddType application/vnd.ms-excel.sheet.macroEnabled.12 xlsm AddType application/vnd.openxmlformats-officedocument.spreadsheetml.sheet xlsx AddType application/vnd.ms-excel.template.macroEnabled.12 xltm AddType application/vnd.openxmlformats-officedocument.spreadsheetml.template xltx I think you can put this into a .conf file. (httpd.conf?) Give that a shot, and let us know how you get on :) Regards, David On Wed, Dec 16, 2009 at 2:41 PM, Marretta, Rosanna rosanna.marre...@yrclogistics.com wrote: Hi David, Thank you very much for your reply. I tried what it told me to do on the website, but unfortunately it didn’t work for me. The apache server (apache2) is running on a linux server. Rosanna *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *David Holder *Sent:* 16 December 2009 12:08 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Office 2007 documents opening at zip files Hi Rosanna, Check this link and see how you get on: http://www.vladville.com/2007/04/office-2007-mime-types-for-apache.html Regards, David On Wed, Dec 16, 2009 at 11:56 AM, David Holder david.hol...@gmail.com wrote: Hi, The new office 2007 format differs a lot from previous versions (open XML I think?) Either way I had this problem with a website I was hosting off apache, so this issue isn't specific to OTRS (afaik), but with apache itself. Regards, David On Wed, Dec 16, 2009 at 11:33 AM, Marretta, Rosanna rosanna.marre...@yrclogistics.com wrote: Can somebody tell me why office 2007 documents, i.e. word and excel open as zip files when attached to an OTRS call. Thanks, Rosanna Marretta - OTRS 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/ - OTRS 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
Re: [otrs] Lock tickets after bulk action
Hi Michiel, Just to get an idea of the situation, I sent out a mass e-mail from an address monitored by OTRS. I got a tonne of replies from the users and they're all regarding the same thing, so I thought the best way to organise this is to put all these tickets in their own queue. If i select multiple tickets and click on Bulk Action. I get the following: [image: Info] : 200912121027: Ticket locked![image: Info] : 200912121036: Ticket locked! [image: Info] : 200912121045: Ticket locked! All I want to do is mass move these tickets into their own queue, but I don't want them to be locked by me, mainly because I won't be the only person working on these tickets. Thinking about it I could probably use a generic agent to do this; I just tried the most obvious way first. Regards, David On Mon, Dec 14, 2009 at 8:54 PM, Michiel Beijen michiel.bei...@otrs.comwrote: Hi David, Well, if I do a bulk update on tickets, it would not lock them, but it WOULD change the owner to me. This is because OTRS actually expects that you are to be the owner of tickets before you go about and change them... What do you actually do with the bulk action to lock them? Can you describe the steps? What would be your expected behavior for the bulk action? ((enjoy)) Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial 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 Mon, Dec 14, 2009 at 12:17 PM, David Holder david.hol...@gmail.com wrote: Hi Everyone, I've noticed that when I select multiple tickets for a bulk action, they're automatically locked after doing so; I would like to remove this feature. I've done a search through the mailing list + google and through the sysconfig but can't find anything obvious. Does anyone know how to do this? Thanks, David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 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/ - OTRS 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] Lock tickets after bulk action
Hi Everyone, I've noticed that when I select multiple tickets for a bulk action, they're automatically locked after doing so; I would like to remove this feature. I've done a search through the mailing list + google and through the sysconfig but can't find anything obvious. Does anyone know how to do this? Thanks, David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] LDAP Intregration
Hi Zak
Do you have the full Distinguished Name for the search account?
($Self-{'Customer::AuthModule:
:LDAP::SearchUserDN'})
I can always send you my blank config which is working OK if you want?
Regards,
David
On Tue, Nov 24, 2009 at 9:08 AM, Mohamed Zakaria
mohamedzaka...@msiships.com wrote:
Hi,
I am not able to intergrate my current AD to the otrs system. The system
log shows this message:
Tue Nov 24 17:03:25 2009 error OTRS-CGI-10 First bind
failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext
error, data 525, vece�
This is my config.pm the portion that is above “End of own config”. Can
anyone help me with this? Thanks.
#Start of LDAP
#Enable LDAP authentication for Customers / Users
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = '10.200.1.1';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users,dc=abc,dc=com';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
#The following is valid but would only be necessary if the
#anonymous user do NOT have permission to read from the LDAP tree
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrs';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
#CustomerUser
#(customer user database backend and settings)
$Self-{CustomerUser} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = '10.200.1.1',
BaseDN = 'OU=Users,DC=abc,DC=com',
SSCOPE = 'sub',
UserDN ='CN=otrs,OU=Users,DC=abc,DC=com',
UserPw = 'password',
},
# customer unique id
CustomerKey = 'sAMAccountName',
# customer #
CustomerID = 'mail',
CustomerUserListFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
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' ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
#[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
#[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
],
};
#Add the following lines when only users are allowed to login if they
reside in the spicified security group
#Remove these lines if you want to provide login to all users specified in
the User Base DN
#example: $Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU,
dc=example, dc=com';
# $Self-{'Customer::AuthModule::LDAP::GroupDN'} =
'CN=otrs_ldap_allow_C,OU=Groups,OU=BaseOU,DC=example,DC=com';
# $Self-{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
# $Self-{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'
#End of LDAP
Regards,
Zak
--
This email is confidential and intended solely for the use of the
individual to whom it is addressed. If you are not the intended recipient,
be advised that you have received this email in error and that any use,
dissemination, forwarding, printing or copying of this email is strictly
prohibited. If you have received this email in error please contact the
sender.
--
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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/
Re: [otrs] LDAP Intregration
Hi Zak, E-mail has been sent to you directly,
With regards to my previous comment I was just wondering if your config
contains the full DN of the otrs searcher account, so where you've put:
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrs';
but in your live config it's actually:
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,ou=OTRS LDAP
Searcher,dc=companyname,dc=local';
Let us know how you get on :)
Regards,
David
On Tue, Nov 24, 2009 at 9:46 AM, Mohamed Zakaria
mohamedzaka...@msiships.com wrote:
Hi David,
Thanks for your prompt reply, really appreciate it. Please do send me the
blank config to me. But my current config does have the SearchUserDN.
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrs';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
Thanks.
Regards,
Zak
*From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
*David Holder
*Sent:* Tuesday, November 24, 2009 5:42 PM
*To:* User questions and discussions about OTRS.
*Subject:* Re: [otrs] LDAP Intregration
Hi Zak
Do you have the full Distinguished Name for the search account?
($Self-{'Customer::AuthModule:
:LDAP::SearchUserDN'})
I can always send you my blank config which is working OK if you want?
Regards,
David
On Tue, Nov 24, 2009 at 9:08 AM, Mohamed Zakaria
mohamedzaka...@msiships.com wrote:
Hi,
I am not able to intergrate my current AD to the otrs system. The system
log shows this message:
Tue Nov 24 17:03:25 2009 error OTRS-CGI-10 First bind
failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext
error, data 525, vece�
This is my config.pm the portion that is above “End of own config”. Can
anyone help me with this? Thanks.
#Start of LDAP
#Enable LDAP authentication for Customers / Users
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = '10.200.1.1';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users,dc=abc,dc=com';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
#The following is valid but would only be necessary if the
#anonymous user do NOT have permission to read from the LDAP tree
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrs';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password';
#CustomerUser
#(customer user database backend and settings)
$Self-{CustomerUser} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = '10.200.1.1',
BaseDN = 'OU=Users,DC=abc,DC=com',
SSCOPE = 'sub',
UserDN ='CN=otrs,OU=Users,DC=abc,DC=com',
UserPw = 'password',
},
# customer unique id
CustomerKey = 'sAMAccountName',
# customer #
CustomerID = 'mail',
CustomerUserListFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
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' ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
#[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
#[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
],
};
#Add the following lines when only users are allowed to login if they
reside in the spicified security group
#Remove these lines if you want to provide login to all users specified in
the User Base DN
#example: $Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU,
dc=example, dc=com';
# $Self-{'Customer::AuthModule::LDAP::GroupDN'} =
'CN=otrs_ldap_allow_C,OU=Groups,OU=BaseOU,DC=example,DC=com';
# $Self-{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
# $Self-{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'
#End of LDAP
Regards,
Zak
--
This email is confidential and intended solely for the use of the
individual to whom it is addressed. If you are not the intended recipient,
be advised that you have received this email in error and that any use,
dissemination, forwarding, printing or copying of this email is strictly
prohibited. If you have received this email in error please contact the
sender
Re: [otrs] Changing OTRS System notification address
Hi Julian, Have you checked under Admin E-mail addresses? Regards, On Tue, Nov 24, 2009 at 3:35 PM, Cook, Julian co...@sec.gov wrote: Hello! I have recently inherited OTRS from the previous owner and am having a problem removing his email address. The user, smithj, has been invalidated through the Admin-Users function. Whenever a new ticket is created I am still getting these notifications in the System Log “Sent email to ‘...@xxx.com http://%e2%80%98...@xxx.com” from ‘OTRS System smi...@xxx.com’. HistoryType=EmailAgent, Subject= ” And Sent agent ‘New Ticket’ notification to ‘smi...@xxx.comhttp://%e2%80%98smi...@xxx.com ’ Does anyone have an idea where I can change smithj’s email to my own? Many thanks! 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 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/
Re: [otrs] Changing OTRS System notification address
Hi Julian No worries, you're welcome :) Regards, On Tue, Nov 24, 2009 at 3:56 PM, Cook, Julian co...@sec.gov wrote: Hi David, You are a saint (and I’m apparently something of a dork!) he heh Perfect! That’s exactly what I needed. Julian On 11/24/09 10:43 AM, David Holder david.hol...@gmail.com wrote: Hi Julian, Have you checked under Admin E-mail addresses? Regards, On Tue, Nov 24, 2009 at 3:35 PM, Cook, Julian co...@sec.gov wrote: Hello! I have recently inherited OTRS from the previous owner and am having a problem removing his email address. The user, smithj, has been invalidated through the Admin-Users function. Whenever a new ticket is created I am still getting these notifications in the System Log “Sent email to ‘...@xxx.com http://%e2%80%98...@xxx.com http://%e2%80%98...@xxx.com ” from ‘OTRS System smi...@xxx.com’. HistoryType=EmailAgent, Subject= ” And Sent agent ‘New Ticket’ notification to ‘smi...@xxx.comhttp://%e2%80%98smi...@xxx.com http://%e2%80%98smi...@xxx.com ’ Does anyone have an idea where I can change smithj’s email to my own? Many thanks! 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 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/ -- Julian Cook Securities and Exchange Commission Operations Center DMZ Ops x18186 - OTRS 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/
Re: [otrs] Diagram of the database of OTRS 2.4.5
http://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png On Tue, Oct 27, 2009 at 4:00 PM, Rodrigo Correa rod_l...@hotmail.comwrote: Hello, I wonder where I get a design diagram of the database of OTRS 2.4.5. I need to know what are the relationships between tables to create some querys. Tks, Rodrigo -- Novo Internet Explorer 8: faça tudo com menos cliques. Baixe agora, é gratis!http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmailutm_medium=Taglineutm_campaign=IE8 - OTRS 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/
Re: [otrs] OTRS with LDAP : research of customer only via e-mail and not by name and first name
Hi Philippe, In your config.pm what are your mappings? Ie check the following lines: CustomerUserListFields = ['cn', 'mail'], CustomerUserSearchFields = ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields = ['mail'], CustomerUserNameFields = ['givenname', 'sn'], Those are from my LDAP config, which I can search by name. Regards, On Thu, Oct 22, 2009 at 2:10 PM, Martignier, Philippe philippe.martign...@wipo.int wrote: Hi there, When I search a customer or when I input a new ticket and want to input a customer, the research of customer is available only via the e-mail, not working with the first name or last name? Any idea? I have version 2.4.4. and LDAP connection As from the database admin there is nothing to do on the LDAP side and I want I make a search with LDAP in OTRS (sysconfig) I find nothing about index or fields … Any idea really welcome as it is quite urgent ! Many thanks in advance Philippe Martignier Communications Division Customer Service Section Email : philippe.martign...@wipo.int Phone : 00 41 022 338 72 36 Building : GB I Office : 2,4 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. - OTRS 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/
Re: [otrs] Sending email in OTRS
Hi Mike, What have you got configured in Admin - Sysconfig - Core::Sendmail? Mike Pierce wrote: Hopefully I'm posting to the right place.bear with me as a noob. I just installed the latest version of otrs for Windows, running on windows 2000 server. I have successfully configured an Active Directory account with an exchange mailbox, and otrs is pulling the test mails I've sent via POP3 just fine. However, I can't sent email back out from OTRS. I have the 'check mx record' option disabled, and have also tried it enabled, and pointing to our internal DNS server. The POP3 virtual server on our Exchange machine isn't running, but I still can get mail into OTRS via POP3. What am I missing here? - OTRS 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/
Re: [otrs] Notification, Notification(Event), Vs Autoreponse
Hi Michael, I have created two event notifications, one of which informs a user when their case is closed, and the other when a note has been added to their ticket (Note-External) To configure a notification for a closed ticket, configure a Notification(Event) as so: (if not specified, leave as blank) Recipient : Customer Event : TicketStateUpdate State : Closed successful / Closed unsucsessful Enter you desired subject and text. For mine its: OTRS_CUSTOMER_REALNAME, Your ticket has been closed. If the issue has not be resolved to your satisfaction, please feel free to re-open it. Our support team has closed the ticket with the following comment(s) OTRS_AGENT_BODY Regards, IT To configure a notification when a note has been added to the ticket: Recipient : Customer Event: ArticleCreate Article Type : note-external And fill the text accordingly, for me its: OTRS_CUSTOMER_REALNAME, A note has been added to your ticket : Ticket Title : OTRS_TICKET_Title Ticket Number : OTRS_TICKET_TicketNumber OTRS_AGENT_BODY[999] Regards, IT I hope this is of some help to you. David On Fri, Oct 16, 2009 at 9:01 AM, Michael Mayaka mikemay...@yahoo.co.ukwrote: Hi All, I have been using Autoresponsequeue to automatically respond to customers when new tickets are created. My question is, how can I automatically notify customers when their tickets are closed/updated? I have gone through Notification and Notification(Event) - Which of these can be used as an automatically triggered response to an event and how? (I'm using otrs2.4.4) Michael - OTRS 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/
Re: [otrs] Notification, Notification(Event), Vs Autoreponse
Really? I've not patched and all my notifications are working ok... - OTRS 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] Notification, Notification(Event), Vs Autoreponse
Hi Michael, Are the event notifications marked as valid? Try and create a test ticket, close it, and then view your syslog and post the results. Regards, David On Fri, Oct 16, 2009 at 11:04 AM, Michael Mayaka mikemay...@yahoo.co.ukwrote: Hi David, thanks for your step-by-step solution BUT the notifications aren't being sent out (The Auto-response works perfectly fine) I have done the following: 1. Updated Ticket.pm from v 1.412 to v 1.416 2. Selected the following on Admin=Notification (Event): Recipient : Customer Event : TicketStateUpdate State : Closed successful / Closed unsucsessful Subject: Ticket Closed! [OTRS_TICKET_TicketNumber](OTRS_CUSTOMER_SUBJECT[18]) Text: Hi OTRS_UserFirstname, Your ticket has been resolved by the support team as follows: OTRS_AGENT_BODY OTRS_CURRENT_UserFirstname OTRS_CURRENT_UserLastname (IT Helpdesk) Any idea on what I could be doing wrong? Michael - OTRS 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/
Re: [otrs] Agents don't receive notification
Hi Laura, Have you ensured that your OTRS implementation can send out e-mails? Have you highlighted the relevant queue's you want to receive notifications from? (highlighted ones are blue) Does your log note anything interesting? Regards, David On Wed, Oct 14, 2009 at 3:12 PM, Laura Urie lu...@clsamerica.com wrote: Hi All, I have a problem with the notification management. As an agent I set my preferences to receive notification when a new ticket is created or moved to my My queue. But, I don't receive any notification when a new ticket come through my queue. Do you know where this kind of problems may come from? Thank you, Laura - OTRS 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/
Re: [otrs] Ldap integration
Hi Paolo,
Have you installed the PERL LDAP module? run checkmodules.pl to ensure that
it's installed.
Regards,
David
On Wed, Oct 14, 2009 at 4:49 PM, Paolo Esposito espositop2...@yahoo.itwrote:
Hi all,
my name's Paolo and i work for a company where i try to configure
ldap-authentication for windows server 2003.
I installed on a linux debian OTRS, i followed indication on a OTRS
site
but, when i change the Config.pm file, i try to restart apache service
I received this error message:
[error] Global symbol $Self requires explicit package name at
/opt/otrs//Kernel/Config.pm line 121.
the 121 line is the following:
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
Error is the same for all lines into the Config.pm file.
Can you help me about a solution of this error, for me is very
important because for this error i can't use OTRS.
Thank you in advanced.
Best regards
Paolo
-
OTRS 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/
Re: [otrs] Deleting tickets
Hi, You can use the generic agent to do this. Add a new Generic Agent from the admin panel, specify your parameters (Date, Customer etc) and down at the bottom locate Delete tickets: and select Yes. This will remove the tickets physically from the DB. Regards, David On Tue, Sep 29, 2009 at 1:23 PM, Jens Müller mueller.j...@gmail.com wrote: Hello, I wonder how tickets can be completely deleted form the system. I found no such link in the ticket details. Thanks - OTRS 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/
Re: [otrs] begginers question - what ticket locking is?
Hi Grzegorz, To put it as simply as possible (and now I interpret it) locking ticket implies that whoever locked it is taking ownership of that issue and is therefore working on it. This helps prevents multiple agents working on the same ticket and consequently wasted time. All environments are different but for mine we have three agents, a typical situation is that a user e-mail supp...@ourcompany.com which generates a ticket, and we decide who should take responsibility of that particular ticket by deciding who's area of responsibility it is. If you wish to view all tickets (regardless of the type of lock) then go to Core::Ticket in sysconfig, locate Ticket::ViewableLocks, and add 'lock' into the list. Regards, David Grzegorz Marszałek wrote: Hello, I'm begginer in otrs, moving from request tracker. I have problems with concept of locking tickets - what it is for? how typical workflow with locking should be? It seems that locked tickets disappears from queue and only person who locked it can see it. It's not what I need (or I think it's not :) - I want all agents see all tickets, and especially bosses of agnet to see what's going on with all tickets. Cheers --- Grzegorz Marszałek gr...@post.pl - OTRS 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/
[otrs] Customer notification of added note
Hi Everyone, If my interpretation is right, when I add a note to a ticket I get two options, Note-Internal and Note-External, I assume that Note-Internal is used for agents only, and Note-External is used for customers and is therefore visible via the customer logon. What I would like to do is when I add a note to a ticket, the contents are sent to the customer of that ticket via e-mail. Does anyone know how I should go about this? Thanks, David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Customer notification of added note
Ah I see, it seems i need more coffee... Thanks for your prompt reply Michiel. David On Thu, Sep 10, 2009 at 3:18 PM, Michiel Beijen m...@otrs.org wrote: ;-) You don't have the option for email-external in the note screen, because for that, you would need to use the Compose Answer (email) option on the right side of the screen... -- Michiel On Thu, Sep 10, 2009 at 4:07 PM, David Holder david.hol...@gmail.com wrote: Hi Michiel, I don't have email-external as an option when creating a note for a ticket. I'd rather have that option rather than creating a event based notification though. Cheers, David On Thu, Sep 10, 2009 at 2:57 PM, Michiel Beijen m...@otrs.org wrote: Hi David, I guess that's actually what email-external is meant for? But if you'd really want to do this, and you're on 2.4.x, you could create an event-based notification for this: Recipient: Customer Event: ArticleCreate Article Type: note-external You can use OTRS_AGENT_SUBJECT[999] and OTRS_AGENT_BODY[999] to get the subject and body from the note in your notification. Regards, Michiel On Thu, Sep 10, 2009 at 3:48 PM, David Holder david.hol...@gmail.com wrote: Hi Everyone, If my interpretation is right, when I add a note to a ticket I get two options, Note-Internal and Note-External, I assume that Note-Internal is used for agents only, and Note-External is used for customers and is therefore visible via the customer logon. What I would like to do is when I add a note to a ticket, the contents are sent to the customer of that ticket via e-mail. Does anyone know how I should go about this? Thanks, David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 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/ - OTRS 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/ - OTRS 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] Upgrade 2.4.3 to 2.4.4
Hi Everyone, Simple question really, I've got OTRS 2.4.3 installed and wish to upgrade to 2.4.4, what is the procedure for this? I can see there are instructions for upgrading from previous versions (2.3.X) but not from 2.4. I have it installed on Fedora Core, although I'm a bit new to Linux. Is it a matter of doing a yum update (will this retain system settings?)/extracting files from the tarball? Thanks, David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Check disk usage - 100%
Hi Rodrigo, When I had this issue I found out that OTRS was interpreting my mounted ISO as a full disk. Try unmounting any ISO's you may have and reload the support page. David Rodrigo Correa wrote: Hi, I wonder how exactly the status of Check disk usage. My OTRS stating that Check disk usage as a partition of my disk is 100% utilization. Checking the console of my server (OpenSuse 10.2 - VMWARE Virtual) I realized that I have free disk space. My disc has a capacity of 20GB and still have 1.01Gb free. Thanks, Navegue com segurança com o Novo Internet Explorer 8. Baixe agora, é gratis! http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmailutm_medium=Taglineutm_campaign=IE8 - OTRS 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/
Re: [otrs] Notifications - How to Use?
Hi Matt, This is pretty much sorted out of the box, if you log in as an agent, click on preferences and locate: [ Move notification ] Send me a notification if a ticket is moved into one of My Queues. And obviously select the revent queue's in My Queue's Regards, David Matt Reidy wrote: How do you enable the use of the built-in notifications such as en::Agent::Move? I'd like to use it to notify agents when tickets are moved into their queues but can't figure out how. I can and have created a notification event to do this, but I feel like I'm just missing something since there is already a built-in notification for that. TIA -Matt The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies. - OTRS 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/
[otrs] Sequence of notifications for e-mail ticket
Hi all, I have a event based notification for when a ticket has been locked by an agent, which informs the customer who is dealing with their issue. If I create a ticket using the E-mail Ticket form and assign an agent to it, the customer will receive two e-mails in this order: 1. Ticket has been assigned 2. Ticket has been created. Obviously I would like this the other way round, does anyone know how to do this? Thanks, David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Can't create PID PostMasterMailbox, because it's already running (otrs.myserver.local/9461)!
Hi Everyone, Got this error cropping up in my log every now and again, I can confirm that my OTRS install can receive/send e-mails. Anyone got any idea what this is about? Thanks, David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Can't create PID PostMasterMailbox, because it's already running (otrs.myserver.local/9461)!
Hi Marco, I have just set up this system and is not even live yet, therefore I doubt it's an overloading issue. I have even attempted to kill the PID's but terminal is saying they don't exist. Results of ps -ef | grep PostMasterMailbox.pl: [r...@otrs David]# ps -ef | grep PostMasterMailbox.pl root 2787 2772 0 16:54 pts/100:00:00 grep PostMasterMailbox.pl Apologies, I'm a bit of a Linux n00b, how do i strace? I attempted to do : strace 2787 in terminal but the strace command cannot be found. Cheers, David On Thu, Aug 27, 2009 at 4:23 PM, Marco Vannini marco.vann...@gmail.comwrote: could it be that a running postmaster is still running ? this could be real if it has a lot of mail or the mail server where you attach to is overloadaed or he is unable to disconnect previuos session. ps -ef | grep PostMasterMailbox.pl return something ? if yes did you try strace the pid running to see what the process is doing ? MV On Thu, Aug 27, 2009 at 3:58 PM, David Holder david.hol...@gmail.comwrote: Hi Everyone, Got this error cropping up in my log every now and again, I can confirm that my OTRS install can receive/send e-mails. Anyone got any idea what this is about? Thanks, David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 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/ - OTRS 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] Can't create PID PostMasterMailbox, because it's already running (otrs.myserver.local/9461)!
Hi Marco, I use PHPMyAdmin to check out my DB, I went to that table but it was empty... Got any other clues? :) David Marco Vannini wrote: No its ok, I mean, the pid that you found was the one regarding the grep command, so even though strace is installed it never says anything... Should be necessary to clean table process_id in otrs schema on your mysql... Try: mysql -u otrs -p otrs delete from process_id where process_name = 'PostMasterMailbox'; but I'm not sure. Would you like to try and tell how did it go :D ? MV On Thu, Aug 27, 2009 at 5:55 PM, David Holder david.hol...@gmail.com mailto:david.hol...@gmail.com wrote: Hi Marco, I have just set up this system and is not even live yet, therefore I doubt it's an overloading issue. I have even attempted to kill the PID's but terminal is saying they don't exist. Results of ps -ef | grep PostMasterMailbox.pl: [r...@otrs David]# ps -ef | grep PostMasterMailbox.pl root 2787 2772 0 16:54 pts/100:00:00 grep PostMasterMailbox.pl Apologies, I'm a bit of a Linux n00b, how do i strace? I attempted to do : strace 2787 in terminal but the strace command cannot be found. Cheers, David On Thu, Aug 27, 2009 at 4:23 PM, Marco Vannini marco.vann...@gmail.com mailto:marco.vann...@gmail.com wrote: could it be that a running postmaster is still running ? this could be real if it has a lot of mail or the mail server where you attach to is overloadaed or he is unable to disconnect previuos session. ps -ef | grep PostMasterMailbox.pl return something ? if yes did you try strace the pid running to see what the process is doing ? MV On Thu, Aug 27, 2009 at 3:58 PM, David Holder david.hol...@gmail.com mailto:david.hol...@gmail.com wrote: Hi Everyone, Got this error cropping up in my log every now and again, I can confirm that my OTRS install can receive/send e-mails. Anyone got any idea what this is about? Thanks, David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs 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/ - OTRS 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/ - OTRS 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] Can't create PID PostMasterMailbox, because it's already running (otrs.myserver.local/9461)!
Hi Martin Come to think of it, I accidently tried to start the OTRS service when mysqld was in stopped state, so that may have caused it. I have executed the commands you have provided and have cleared the log, will see what happens after a short while. Thanks for your response. David Martin Edenhofer wrote: Hi David, On Aug 27, 2009, at 15:58 , David Holder wrote: Got this error cropping up in my log every now and again, I can confirm that my OTRS install can receive/send e-mails. Anyone got any idea what this is about? It's if bin/PostMasterMailbox.pl got not exited normally. E. g. no database connect or a corrupt incoming email (normally PostMasterMailbox.pl can handle this). If you are sure, that no PostMasterMailbox.pl is running currently you can execute the following to force it: shell bin/PostMasterMailbox.pl -f 1 PS: The same is also valid for bin/GenericAgent.pl. -Martin - OTRS 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/
[otrs] From/Subject field in Locked Tickets view
Hi Everyone, I have an auto notification (event) set up so that when an agent locks a ticket the customer receives an e-mail stating which agent has locked it. Once a ticket has been locked, it's original subject header is retained in the dashboard view (ie Issue with Server01 for example). However, if I go into my Locked Ticket view (otrs/index.pl?Action=AgentTicketLockedView) the subject header has changed to OTRS System o...@localhostTicket has been assigned! rather than Issue with Server01. Is there a way to retain the original subject header in the locked tickets view regardless of what notifications are sent out? Thanks, David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Active Directory and 2.4.3 issues
Hi Chaps,
I've managed to get OTRS 2.4.3 working with Microsoft AD.
I've just had a quick browse of your config and notice that there is no
AuthSyncModule code in there, you need to sync your agent data to OTRS's
database. For example:
# Now sync data with OTRS DB
$Self-{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self-{'AuthSyncModule::LDAP::Host'} = 'servername.companyname.local';
$Self-{'AuthSyncModule::LDAP::BaseDN'} = 'dc=companyname, dc=local';
$Self-{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=OTRS
Searcher,ou=OTRS LDAP Searcher,dc=companyname,dc=local';
$Self-{'AuthSyncModule::LDAP::SearchUserPw'} = 'searcherpassword';
$Self-{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB - LDAP
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
};
# AuthSyncModule::LDAP::UserSyncInitialGroups
# (sync following group with rw permission after initial create of first
agent
# login)
$Self-{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];
If you want I can post my complete LDAP template, which has allowed Agents
to authenticate against AD (as a requirement, must belong to a particular AD
group) and customers to log on too.
Regards,
David
On Tue, Aug 25, 2009 at 10:03 PM, Justin Holt holt.justin...@gmail.comwrote:
Sorry to keep flooding you guys with emails, but disregard that last
email. It didn't work. I only managed to log in because I had created an
account for myself with the same password and it worked, stupid me. So does
anyone know how to get agents to authenticate and to get incoming emails
turned into tickets?
Thank you so much to everyone,
Justin Holt
On Tue, Aug 25, 2009 at 4:52 PM, Justin Holt holt.justin...@gmail.comwrote:
Well, just for laughs, I decided to export my settings through SysConfig
and re-import them to the new setup. I gasped in awe as it actually
worked. My other question, if I exported settings that allowed the old
system to consider emails sent to its email address as tickets, should those
settings come over and work just the same as well?
Thanks
Justin
On Tue, Aug 25, 2009 at 4:07 PM, Justin Holt holt.justin...@gmail.comwrote:
I had it fully working in 2.3.4 and made a full backup of the 2.3.4 otrs
folder. I then uninstalled 2.3.4 and installed 2.4.3. I tried first to
copy and past my whole config.pm file from 2.3.4 to 2.4.3 and that did
not work. I tried just the segment I have below and that still did not
work. Is it somewhere in the documentation and I'm missing it or can you
give me a portion of your config.pm and just have me fill in my stuff?
Thanks,
Justin
On Tue, Aug 25, 2009 at 3:53 PM, Cook, Julian co...@sec.gov wrote:
Justin, I just dealt with this headache myself. Did you have it
working and then it quit or is it a simple question of agent
authentication?
--
Julian Cook
Securities and Exchange Commission
Operations Center
DMZ Ops
On 8/25/09 3:49 PM, Justin Holt holt.justin...@gmail.com wrote:
Is there even a way for the Agent to authenticate over LDAP anymore? It
looks like it has been taken out. I've been going through SysConfig and
can't find anything on it. Anything I also try to throw at it by manually
editing Config.pm leaves the system broken. I've also uninstalled and
reinstalled a few times now.
Justin
On Tue, Aug 25, 2009 at 12:18 PM, guenther.ra...@gmx.de wrote:
Hi,
same problem here, but only with one of 200:
I have tested it, with case-sensitive typed
username, it works - but no problem with
case-sensitive for all the others...
Günther
Original-Nachricht
Datum: Tue, 25 Aug 2009 12:12:17 -0400
Von: Justin Holt holt.justin...@gmail.com
An: otrs@otrs.org
Betreff: [otrs] Active Directory and 2.4.3 issues
I finally went to make the jump to 2.4.3 from 2.3.4 and am having a
bit of
an issue. Customers still authenticate against our Active Directory
Server
just fine, but when an agent tries to authenticate, it all blows up.
Panic, user authenticated but no user data can be found in OTRS DB!!
Perhaps the user is invalid.
Here is the whole LDAP configuration part from my config.pm
http://config.pm that I just
copied and pasted out of the config.pm http://config.pm for 2.3.4.
I have seen that there
are others with this same issue but there have been no responses.
This is
all running on a windows 2003 server with a regurlar install of OTRS.
Any
Ideas?
#---Customer
Data
#Enable LDAP authentication for Customers / Users
$Self-{'Customer::AuthModule'} =
'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'vdp-dc-003';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=ci, dc=vernon,
dc=ct,
dc=us';
Re: [otrs] sending emails problem
Hi Rajja, What is coming up in your log file? what kind of mail server are you using? Regards. David On Mon, Aug 24, 2009 at 3:25 PM, rajaa Jlil rajaa_0...@hotmail.com wrote: Hello All, I am attempting to get a windows OTRS 2.2.5 installation working for evaluation. I can receive emails I get this error when trying to reply. Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Mar 19 11:01:09 2008 Message: Can't send to: u...@emai...http://www.opensubscriber.com/sendEmail.os?message=8834057inline=0! Enable debug for more info! Traceback (3280): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 98 Module: Kernel::System::Email::Send (v1.31.2.1) Line: 498 Module: Kernel::System::Ticket::Article::ArticleSend (v1.147) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30.2.2) Line: 364 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 How can I find what is going wrong here? best regards -- Partagez vos souvenirs sur le Web avec les personnes de votre choix les personnes de votre choix.http://www.microsoft.com/northafrica/windows/windowslive/products/photos-share.aspx?tab=1 - OTRS 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/
Re: [otrs] sending emails problem
Hi Rajaa Is DEEXVS03.wincor-nixdorf.com http://deexvs03.wincor-nixdorf.com/pingable from the machine hosting OTRS? Also with your username you can try pre-fixing the username with your domain, such as domainname\domainaccount. Regards, David On Mon, Aug 24, 2009 at 3:52 PM, rajaa Jlil rajaa_0...@hotmail.com wrote: Hi DAVID, [Mon Aug 24 14:42:35 2009][Error][Kernel::System::Email::SMTP::Send][94] Can't connect to DEEXVS03.wincor-nixdorf.com : Invalid argument! i'm using SMTP server , and in sysconfig - Sendmail i have : SendmailModule: SMTP SendmailModule::Host: DEEXVS03.wincor-nixdorf.com SendmailModule::Port: 25 SendmailModule::AuthUser: softwaresupport.ma SendmailModule::AuthPassword: SOMEPASS i really don't know what should i do . plz help best regards Cordialement -JLIL Rajaa- ESG-Casablanca tél : 0665 78 86 49 -- Date: Mon, 24 Aug 2009 15:43:24 +0100 From: david.hol...@gmail.com To: otrs@otrs.org Subject: Re: [otrs] sending emails problem Hi Rajja, What is coming up in your log file? what kind of mail server are you using? Regards. David On Mon, Aug 24, 2009 at 3:25 PM, rajaa Jlil rajaa_0...@hotmail.comwrote: Hello All, I am attempting to get a windows OTRS 2.2.5 installation working for evaluation. I can receive emails I get this error when trying to reply. Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Wed Mar 19 11:01:09 2008 Message: Can't send to: u...@emai...http://www.opensubscriber.com/sendEmail.os?message=8834057inline=0! Enable debug for more info! Traceback (3280): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 98 Module: Kernel::System::Email::Send (v1.31.2.1) Line: 498 Module: Kernel::System::Ticket::Article::ArticleSend (v1.147) Line: 1610 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30.2.2) Line: 364 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 How can I find what is going wrong here? best regards -- Partagez vos souvenirs sur le Web avec les personnes de votre choix les personnes de votre choix.http://www.microsoft.com/northafrica/windows/windowslive/products/photos-share.aspx?tab=1 - OTRS 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/ -- Avec Windows Live, vous organisez, retouchez et partagez vos photos.http://www.microsoft.com/northafrica/windows/windowslive/products/photo-gallery-edit.aspx - OTRS 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/
Re: [otrs] broken image in otrs.org
Seems all OK for me.. On Fri, Aug 21, 2009 at 11:39 AM, Marco Vannini marco.vann...@gmail.comwrote: Ok, found it in otrs_itsm_book.pdf. BTW all images on site are really broke ? On Fri, Aug 21, 2009 at 12:36 PM, Marco Vannini marco.vann...@gmail.comwrote: Is it a my problem or all the images in otrs.org are broken ? I was trying to find the figure of ITIL workflow that I believe to have see there. Ciao, MV - OTRS 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/
Re: [otrs] Apache::DBI/Reload and Mod_Perl support assessment
For anyone that experiences this problem I had to install the apache dev
files. So it appears that mod_perl will not work straight away, even though
it's a dependency of the OTRS package.
Regards,
David
On Tue, Aug 18, 2009 at 2:06 PM, David Holder david.hol...@gmail.comwrote:
Hi,
I have all the relevant compilers installed.
With the example of XML::Parser I get the following:
make[1]: *** [Expat.o] Error 1
make[1]: Leaving directory `/root/.cpan/build/XML-Parser-2.36-0Y9l54/Expat'
make: *** [subdirs] Error 2
MSERGEANT/XML-Parser-2.36.tar.gz
/usr/bin/make -- NOT OK
Running make test
Can't test without successful make
Running make install
Make had returned bad status, install seems impossible
Failed during this command:
MSERGEANT/XML-Parser-2.36.tar.gz : make NO
On Tue, Aug 18, 2009 at 1:53 PM, guenther.ra...@gmx.de wrote:
Hi,
Original-Nachricht
Can you please elaborate on:
cpan (check-module output). So I compiled
Apache2::Reload without errors...
for example
cpan XML::Parser
so it would be installed...
So, you´ve make, gcc, gcc++ installed?
ModPerl::MM?
On Tue, Aug 18, 2009 at 12:47 PM, guenther.ra...@gmx.de wrote:
Hi,
I´ve had the same error yesterday and I
resolved all of the dependencies with
cpan (check-module output). So I compiled
Apache2::Reload without errors...
Regards
Günther
Original-Nachricht
Datum: Tue, 18 Aug 2009 12:08:55 +0100
Von: David Holder david.hol...@gmail.com
An: User questions and discussions about OTRS. otrs@otrs.org
Betreff: Re: [otrs] Apache::DBI/Reload and Mod_Perl support
assessment
Hi,
Cpan Apache2::Reload returned with:
CPAN.pm: Going to build P/PH/PHRED/Apache-Reload-0.10.tar.gz
Can't locate ModPerl/MM.pm in @INC (@INC contains:
/usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi
/usr/local/lib/perl5/site_perl/5.10.0
/usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/5.10.0
/usr/lib/perl5/site_perl .) at Makefile.PL line 39.
Warning: No success on command[/usr/bin/perl Makefile.PL]
Warning (usually harmless): 'YAML' not installed, will not store
persistent
state
PHRED/Apache-Reload-0.10.tar.gz
/usr/bin/perl Makefile.PL -- NOT OK
Running make test
Make had some problems, won't test
Running make install
Make had some problems, won't install
Could not read
'/root/.cpan/build/Apache-Reload-0.10-rW6EkL/META.yml'.
Falling back to other methods to determine prerequisites
Have tried even with updating.
Have ran the checkmodules script which have required modules
missing.
Would
have thought OTRS would download the dependencies or something
I assume i need to install gcc/g++ to install some of these modules?
David
On Tue, Aug 18, 2009 at 11:12 AM, guenther.ra...@gmx.de wrote:
Hi,
try
cpan Apache2::Reload
If it does not work, update your CPAN-Modules
first with
perl -MCPAN -e shell;
Check your OTRS-Perl-Modules if any is outdated:
$OTRS_HOME$\bin\otrs.checkModules
Regards
Guenther
Original-Nachricht
Datum: Tue, 18 Aug 2009 11:06:28 +0100
Von: David Holder david.hol...@gmail.com
An: User questions and discussions about OTRS. otrs@otrs.org
Betreff: Re: [otrs] Apache::DBI/Reload and Mod_Perl support
assessment
Just some more info
Added the following in my httpd.conf file:
LoadModule perl_module modules/mod_perl.so
restarted apache and get the following in my error_log
[Tue Aug 18 11:03:20 2009] [error] Can't locate
Apache2/Reload.pm
in
@INC
(@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/
/usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi
/usr/local/lib/perl5/site_perl/5.10.0
/usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/5.10.0
/usr/lib/perl5/site_perl . /etc/httpd) at (eval 105) line 3.\n
[Tue Aug 18 11:03:20 2009] [error] Can't load Perl module
Apache2::Reload
for server 127.0.0.1:0, exiting...
Thanks..
David
On Tue, Aug 18, 2009 at 10:55 AM, David Holder
david.hol...@gmail.comwrote:
Hi Günther,
I'm using Fedora core and no such file exists.
As far as I know, Apadche2::Reload comes bundled in with
mod_perl.
So I
don't know why this is working.
Regards
[otrs] LDAP Sync (Agent - DB)
Hi Everyone,
I got OTRS working on a Windows platform but later decided to move over to
Linux. I had LDAP authentication/synchronisation working fine on Windows.
I copied the relevant sections from my config.pm on my Windows machine to my
Linux one. However when I try and log on I get:
Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps
the user is invalid.
I have ensured that NET::LDAP is installed. Here is the code from my
config.pm with the obvious stuff omitted:
# This is an example configuration for an LDAP auth. backend.
# (take care that Net::LDAP is installed!)
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'servername.companyname.local';
$Self-{'AuthModule::LDAP::BaseDN'} = 'dc=companyname,dc=local';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group xyz to use otrs)
$Self-{'AuthModule::LDAP::GroupDN'} =
'cn=OTRS_Agents,ou=OTRS_Groups,dc=companyname,dc=local';
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
# for ldap posixGroups objectclass (just uid)
#$Self-{'AuthModule::LDAP::UserAttr'} = 'UID';
# for non ldap posixGroups objectclass (with full user dn)
$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';
# The following is valid but would only be necessary if the
# anonymous user do NOT have permission to read from the LDAP tree
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS
Searcher,OU=OTRS LDAP Searcher,DC=companyname,DC=local';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'searcherpassword';
# in case you want to add always one filter to each ldap query, use
# this option. e. g. AlwaysFilter = '(mail=*)' or AlwaysFilter =
'(objectclass=user)'
$Self-{'AuthModule::LDAP::AlwaysFilter'} = '';
# in case you want to add a suffix to each login name, then
# you can use this option. e. g. user just want to use user but
# in your ldap directory exists u...@domain.
#$Self-{'AuthModule::LDAP::UserSuffix'} = '';
# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
$Self-{'AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
# Now sync data with OTRS DB
$Self-{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self-{'AuthSyncModule::LDAP::Host'} = 'servername.companyname.local';
$Self-{'AuthSyncModule::LDAP::BaseDN'} = 'dc=companyname, dc=local';
$Self-{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=OTRS
Searcher,ou=OTRS LDAP Searcher,dc=companyname,dc=local';
$Self-{'AuthSyncModule::LDAP::SearchUserPw'} = 'searcherpassword';
$Self-{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB - LDAP
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
};
Can someone please help as to what I'm doing wrong? other than the config.pm,
are there any files that reference the OTRS MYSQL username/pass (I changed
it once in the installer).
Thanks,
David
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Apache::DBI/Reload and Mod_Perl support assessment
Hi Günther,
I'm using Fedora core and no such file exists.
As far as I know, Apadche2::Reload comes bundled in with mod_perl. So I
don't know why this is working.
Regards,
David
On Tue, Aug 18, 2009 at 10:05 AM, guenther.ra...@gmx.de wrote:
Hi David,
are you using SuSE Linux?
If so, please add the statement perl to
APACHE_MODULES=... in /etc/sysconfig/apache2
and restart.
Please take care of installing mod_perl, DBI
and Apache2::Reload before...
Günther
Original-Nachricht
Datum: Sun, 16 Aug 2009 22:10:23 +0100
Von: David Holder david.hol...@gmail.com
An: User questions and discussions about OTRS. otrs@otrs.org
Betreff: Re: [otrs] Apache::DBI/Reload and Mod_Perl support assessment
Hi Michiel,
I've done as you've instructed, restarted my web server but still it's
coming up as critical in my support assesment. Any ideas?
David
Michiel Beijen wrote:
Hi David,
Apart from installing Apache::DBI you would also need to call it after
mod_perl startup and before the activation of the DBI modules - edit
|scripts/apache2-perl-startup.pl
|
use Apache::DBI ();
Apache::DBI-connect_on_init('DBI:mysql:connectionstring');
See also
http://search.cpan.org/~abh/Apache-DBI/DBI.pmhttp://search.cpan.org/%7Eabh/Apache-DBI/DBI.pm
http://search.cpan.org/%7Eabh/Apache-DBI/DBI.pm
Regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Sun, Aug 16, 2009 at 18:33, David Holder david.hol...@gmail.com
mailto:david.hol...@gmail.com wrote:
Hi Everyone
I've got OTRS installed onto a Fedora Core 11 box and would like
to resolve these performance issues:
Check Comment State
Check if the system use Apache::DBI.
Apache::DBI should be used to get a better performance (pre
establish database connections).Critical
Check if the system use Apache::Reload/Apache2::Reload.
You should use Apache::Reload or Apache2::Reload to
increase your
performance.Critical
Check used mod_perl version.
You should use mod_perl to increase your performance.
Critical
I have ensured that mod_perl / apache2::reload / apache::DBI is
also installed. I know for apache::DBI requires modification of
the config.pm http://config.pm file. But with the windows
version of OTRS the apache2::Reload and mod_perl were turned on by
default.
Excuse my Linux n00bness, would really appreciate some help with
getting these issues resolved.
Thanks.
David
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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/
--
GRATIS für alle GMX-Mitglieder: Die maxdome Movie-FLAT!
Jetzt freischalten unter http://portal.gmx.net/de/go/maxdome01
-
OTRS 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/
Re: [otrs] Apache::DBI/Reload and Mod_Perl support assessment
Just some more info
Added the following in my httpd.conf file:
LoadModule perl_module modules/mod_perl.so
restarted apache and get the following in my error_log
[Tue Aug 18 11:03:20 2009] [error] Can't locate Apache2/Reload.pm in @INC
(@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/
/usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi
/usr/local/lib/perl5/site_perl/5.10.0
/usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/5.10.0
/usr/lib/perl5/site_perl . /etc/httpd) at (eval 105) line 3.\n
[Tue Aug 18 11:03:20 2009] [error] Can't load Perl module Apache2::Reload
for server 127.0.0.1:0, exiting...
Thanks..
David
On Tue, Aug 18, 2009 at 10:55 AM, David Holder david.hol...@gmail.comwrote:
Hi Günther,
I'm using Fedora core and no such file exists.
As far as I know, Apadche2::Reload comes bundled in with mod_perl. So I
don't know why this is working.
Regards,
David
On Tue, Aug 18, 2009 at 10:05 AM, guenther.ra...@gmx.de wrote:
Hi David,
are you using SuSE Linux?
If so, please add the statement perl to
APACHE_MODULES=... in /etc/sysconfig/apache2
and restart.
Please take care of installing mod_perl, DBI
and Apache2::Reload before...
Günther
Original-Nachricht
Datum: Sun, 16 Aug 2009 22:10:23 +0100
Von: David Holder david.hol...@gmail.com
An: User questions and discussions about OTRS. otrs@otrs.org
Betreff: Re: [otrs] Apache::DBI/Reload and Mod_Perl support assessment
Hi Michiel,
I've done as you've instructed, restarted my web server but still it's
coming up as critical in my support assesment. Any ideas?
David
Michiel Beijen wrote:
Hi David,
Apart from installing Apache::DBI you would also need to call it after
mod_perl startup and before the activation of the DBI modules - edit
|scripts/apache2-perl-startup.pl
|
use Apache::DBI ();
Apache::DBI-connect_on_init('DBI:mysql:connectionstring');
See also
http://search.cpan.org/~abh/Apache-DBI/DBI.pmhttp://search.cpan.org/%7Eabh/Apache-DBI/DBI.pm
http://search.cpan.org/%7Eabh/Apache-DBI/DBI.pm
Regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Sun, Aug 16, 2009 at 18:33, David Holder david.hol...@gmail.com
mailto:david.hol...@gmail.com wrote:
Hi Everyone
I've got OTRS installed onto a Fedora Core 11 box and would like
to resolve these performance issues:
Check Comment State
Check if the system use Apache::DBI.
Apache::DBI should be used to get a better performance
(pre
establish database connections).Critical
Check if the system use Apache::Reload/Apache2::Reload.
You should use Apache::Reload or Apache2::Reload to
increase your
performance.Critical
Check used mod_perl version.
You should use mod_perl to increase your performance.
Critical
I have ensured that mod_perl / apache2::reload / apache::DBI is
also installed. I know for apache::DBI requires modification of
the config.pm http://config.pm file. But with the windows
version of OTRS the apache2::Reload and mod_perl were turned on by
default.
Excuse my Linux n00bness, would really appreciate some help with
getting these issues resolved.
Thanks.
David
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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/
--
GRATIS für alle GMX-Mitglieder: Die maxdome Movie-FLAT!
Jetzt freischalten unter http://portal.gmx.net/de/go/maxdome01
-
OTRS 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
Re: [otrs] Apache::DBI/Reload and Mod_Perl support assessment
Hi,
Cpan Apache2::Reload returned with:
CPAN.pm: Going to build P/PH/PHRED/Apache-Reload-0.10.tar.gz
Can't locate ModPerl/MM.pm in @INC (@INC contains:
/usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi
/usr/local/lib/perl5/site_perl/5.10.0
/usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/5.10.0
/usr/lib/perl5/site_perl .) at Makefile.PL line 39.
Warning: No success on command[/usr/bin/perl Makefile.PL]
Warning (usually harmless): 'YAML' not installed, will not store persistent
state
PHRED/Apache-Reload-0.10.tar.gz
/usr/bin/perl Makefile.PL -- NOT OK
Running make test
Make had some problems, won't test
Running make install
Make had some problems, won't install
Could not read '/root/.cpan/build/Apache-Reload-0.10-rW6EkL/META.yml'.
Falling back to other methods to determine prerequisites
Have tried even with updating.
Have ran the checkmodules script which have required modules missing. Would
have thought OTRS would download the dependencies or something
I assume i need to install gcc/g++ to install some of these modules?
David
On Tue, Aug 18, 2009 at 11:12 AM, guenther.ra...@gmx.de wrote:
Hi,
try
cpan Apache2::Reload
If it does not work, update your CPAN-Modules
first with
perl -MCPAN -e shell;
Check your OTRS-Perl-Modules if any is outdated:
$OTRS_HOME$\bin\otrs.checkModules
Regards
Guenther
Original-Nachricht
Datum: Tue, 18 Aug 2009 11:06:28 +0100
Von: David Holder david.hol...@gmail.com
An: User questions and discussions about OTRS. otrs@otrs.org
Betreff: Re: [otrs] Apache::DBI/Reload and Mod_Perl support assessment
Just some more info
Added the following in my httpd.conf file:
LoadModule perl_module modules/mod_perl.so
restarted apache and get the following in my error_log
[Tue Aug 18 11:03:20 2009] [error] Can't locate Apache2/Reload.pm in @INC
(@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/
/usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi
/usr/local/lib/perl5/site_perl/5.10.0
/usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/5.10.0
/usr/lib/perl5/site_perl . /etc/httpd) at (eval 105) line 3.\n
[Tue Aug 18 11:03:20 2009] [error] Can't load Perl module Apache2::Reload
for server 127.0.0.1:0, exiting...
Thanks..
David
On Tue, Aug 18, 2009 at 10:55 AM, David Holder
david.hol...@gmail.comwrote:
Hi Günther,
I'm using Fedora core and no such file exists.
As far as I know, Apadche2::Reload comes bundled in with mod_perl. So I
don't know why this is working.
Regards,
David
On Tue, Aug 18, 2009 at 10:05 AM, guenther.ra...@gmx.de wrote:
Hi David,
are you using SuSE Linux?
If so, please add the statement perl to
APACHE_MODULES=... in /etc/sysconfig/apache2
and restart.
Please take care of installing mod_perl, DBI
and Apache2::Reload before...
Günther
Original-Nachricht
Datum: Sun, 16 Aug 2009 22:10:23 +0100
Von: David Holder david.hol...@gmail.com
An: User questions and discussions about OTRS. otrs@otrs.org
Betreff: Re: [otrs] Apache::DBI/Reload and Mod_Perl support
assessment
Hi Michiel,
I've done as you've instructed, restarted my web server but still
it's
coming up as critical in my support assesment. Any ideas?
David
Michiel Beijen wrote:
Hi David,
Apart from installing Apache::DBI you would also need to call it
after
mod_perl startup and before the activation of the DBI modules -
edit
|scripts/apache2-perl-startup.pl
|
use Apache::DBI ();
Apache::DBI-connect_on_init('DBI:mysql:connectionstring');
See also
http://search.cpan.org/~abh/Apache-DBI/DBI.pmhttp://search.cpan.org/%7Eabh/Apache-DBI/DBI.pm
http://search.cpan.org/%7Eabh/Apache-DBI/DBI.pm
http://search.cpan.org/%7Eabh/Apache-DBI/DBI.pm
Regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Sun, Aug 16, 2009 at 18:33, David Holder
david.hol...@gmail.com
mailto:david.hol...@gmail.com wrote:
Hi Everyone
I've got OTRS installed onto a Fedora Core 11 box and would
like
to resolve these performance issues:
Check Comment State
Check if the system use Apache::DBI.
Apache::DBI should be used to get a better performance
(pre
establish database connections).Critical
Check if the system use Apache::Reload/Apache2::Reload.
You should use Apache::Reload or Apache2
Re: [otrs] Apache::DBI/Reload and Mod_Perl support assessment
Hi Guenther,
Thought I would e-mail you direct as you seem to be the main person quite
knowledgeable about installing the required PERL modules.
I've managed to install some, and here is my output from otrs.checkmodules:
[r...@otrs2 /]# /opt/otrs/bin/otrs.checkModules
o CGIok (v3.43)
o Date::Pcalcok (v1.2)
o Date::Format...ok (v2.22)
o DBIok (v1.607)
o DBD::mysql.ok (v4.010)
o Digest::MD5ok (v2.36_01)
o Crypt::PasswdMD5...ok (v1.3)
o LWP::UserAgent.ok (v5.824)
o Encode::HanExtra...Not installed! (Optional - Required to
handle mails with several Chinese character sets.)
o IO::Scalar.ok (v2.110)
o IO::Wrap...ok (v2.110)
o MIME::Base64...ok (v3.07_01)
o Mail::Internet.ok (v2.04)
o MIME::Toolsok (v5.427)
o Net::DNS...ok (v0.65)
o Net::POP3..ok (v2.29)
o Mail::POP3Client...ok (v2.18 )
o IO::Socket::SSL.ok (v1.26)
o Net::IMAP::Simple..ok (v1.17)
o Net::IMAP::Simple::SSL..ok (v1.3)
o Net::SMTP..ok (v2.31)
o Authen::SASLok (v2.12)
o Net::SMTP::SSL..ok (v1.01)
o Net::LDAP..ok (v0.39)
o GD.ok (v2.44)
o GD::TextNot installed! (Optional - Required for
stats.)
o GD::Graph...Not installed! (Optional - Required for
stats.)
o GD::Graph::linesNot installed! (Optional - Required for
stats.)
o GD::Text::Align.Not installed! (Optional - Required for
stats.)
o PDF::API2..ok (v0.73)
o Compress::Zlib..ok (v2.008)
o XML::ParserNot installed! (Optional - Required for
faster xml handling.)
I have installed GD though:
cpan[1] install GD
CPAN: Storable loaded ok (v2.18)
Going to read /root/.cpan/Metadata
Database was generated on Mon, 03 Aug 2009 04:27:49 GMT
CPAN: YAML loaded ok (v0.68)
Going to read /root/.cpan/build/
DONE
Found 2 old builds, restored the state of 2
GD is up to date (2.44).
Can you please elaborate on:
cpan (check-module output). So I compiled
Apache2::Reload without errors...
Thanks,
David
On Tue, Aug 18, 2009 at 12:47 PM, guenther.ra...@gmx.de wrote:
Hi,
I´ve had the same error yesterday and I
resolved all of the dependencies with
cpan (check-module output). So I compiled
Apache2::Reload without errors...
Regards
Günther
Original-Nachricht
Datum: Tue, 18 Aug 2009 12:08:55 +0100
Von: David Holder david.hol...@gmail.com
An: User questions and discussions about OTRS. otrs@otrs.org
Betreff: Re: [otrs] Apache::DBI/Reload and Mod_Perl support assessment
Hi,
Cpan Apache2::Reload returned with:
CPAN.pm: Going to build P/PH/PHRED/Apache-Reload-0.10.tar.gz
Can't locate ModPerl/MM.pm in @INC (@INC contains:
/usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi
/usr/local/lib/perl5/site_perl/5.10.0
/usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.10.0/x86_64-linux-thread-multi /usr/lib/perl5/5.10.0
/usr/lib/perl5/site_perl .) at Makefile.PL line 39.
Warning: No success on command[/usr/bin/perl Makefile.PL]
Warning (usually harmless): 'YAML' not installed, will not store
persistent
state
PHRED/Apache-Reload-0.10.tar.gz
/usr/bin/perl Makefile.PL -- NOT OK
Running make test
Make had some problems, won't test
Running make install
Make had some problems, won't install
Could not read '/root/.cpan/build/Apache-Reload-0.10-rW6EkL/META.yml'.
Falling back to other methods to determine prerequisites
Have tried even with updating.
Have ran the checkmodules script which have required modules missing.
Would
have thought OTRS would download the dependencies or something
I assume i need to install gcc/g++ to install some of these modules?
David
On Tue, Aug 18, 2009 at 11:12 AM, guenther.ra...@gmx.de wrote:
Hi,
try
cpan Apache2::Reload
If it does not work, update your CPAN-Modules
first with
perl -MCPAN -e shell;
Check your OTRS-Perl-Modules if any is outdated:
$OTRS_HOME$\bin\otrs.checkModules
Regards
Guenther
Original-Nachricht
Datum: Tue, 18 Aug 2009 11:06:28 +0100
Von: David Holder david.hol...@gmail.com
An: User questions and discussions about OTRS. otrs@otrs.org
Betreff: Re: [otrs] Apache::DBI/Reload and Mod_Perl support
assessment
Just some more info
Re: [otrs] Apache::DBI/Reload and Mod_Perl support assessment
Hi,
I have all the relevant compilers installed.
With the example of XML::Parser I get the following:
make[1]: *** [Expat.o] Error 1
make[1]: Leaving directory `/root/.cpan/build/XML-Parser-2.36-0Y9l54/Expat'
make: *** [subdirs] Error 2
MSERGEANT/XML-Parser-2.36.tar.gz
/usr/bin/make -- NOT OK
Running make test
Can't test without successful make
Running make install
Make had returned bad status, install seems impossible
Failed during this command:
MSERGEANT/XML-Parser-2.36.tar.gz : make NO
On Tue, Aug 18, 2009 at 1:53 PM, guenther.ra...@gmx.de wrote:
Hi,
Original-Nachricht
Can you please elaborate on:
cpan (check-module output). So I compiled
Apache2::Reload without errors...
for example
cpan XML::Parser
so it would be installed...
So, you´ve make, gcc, gcc++ installed?
ModPerl::MM?
On Tue, Aug 18, 2009 at 12:47 PM, guenther.ra...@gmx.de wrote:
Hi,
I´ve had the same error yesterday and I
resolved all of the dependencies with
cpan (check-module output). So I compiled
Apache2::Reload without errors...
Regards
Günther
Original-Nachricht
Datum: Tue, 18 Aug 2009 12:08:55 +0100
Von: David Holder david.hol...@gmail.com
An: User questions and discussions about OTRS. otrs@otrs.org
Betreff: Re: [otrs] Apache::DBI/Reload and Mod_Perl support
assessment
Hi,
Cpan Apache2::Reload returned with:
CPAN.pm: Going to build P/PH/PHRED/Apache-Reload-0.10.tar.gz
Can't locate ModPerl/MM.pm in @INC (@INC contains:
/usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi
/usr/local/lib/perl5/site_perl/5.10.0
/usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/5.10.0
/usr/lib/perl5/site_perl .) at Makefile.PL line 39.
Warning: No success on command[/usr/bin/perl Makefile.PL]
Warning (usually harmless): 'YAML' not installed, will not store
persistent
state
PHRED/Apache-Reload-0.10.tar.gz
/usr/bin/perl Makefile.PL -- NOT OK
Running make test
Make had some problems, won't test
Running make install
Make had some problems, won't install
Could not read
'/root/.cpan/build/Apache-Reload-0.10-rW6EkL/META.yml'.
Falling back to other methods to determine prerequisites
Have tried even with updating.
Have ran the checkmodules script which have required modules missing.
Would
have thought OTRS would download the dependencies or something
I assume i need to install gcc/g++ to install some of these modules?
David
On Tue, Aug 18, 2009 at 11:12 AM, guenther.ra...@gmx.de wrote:
Hi,
try
cpan Apache2::Reload
If it does not work, update your CPAN-Modules
first with
perl -MCPAN -e shell;
Check your OTRS-Perl-Modules if any is outdated:
$OTRS_HOME$\bin\otrs.checkModules
Regards
Guenther
Original-Nachricht
Datum: Tue, 18 Aug 2009 11:06:28 +0100
Von: David Holder david.hol...@gmail.com
An: User questions and discussions about OTRS. otrs@otrs.org
Betreff: Re: [otrs] Apache::DBI/Reload and Mod_Perl support
assessment
Just some more info
Added the following in my httpd.conf file:
LoadModule perl_module modules/mod_perl.so
restarted apache and get the following in my error_log
[Tue Aug 18 11:03:20 2009] [error] Can't locate Apache2/Reload.pm
in
@INC
(@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/
/usr/local/lib64/perl5/site_perl/5.10.0/x86_64-linux-thread-multi
/usr/local/lib/perl5/site_perl/5.10.0
/usr/lib64/perl5/vendor_perl/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.10.0/x86_64-linux-thread-multi
/usr/lib/perl5/5.10.0
/usr/lib/perl5/site_perl . /etc/httpd) at (eval 105) line 3.\n
[Tue Aug 18 11:03:20 2009] [error] Can't load Perl module
Apache2::Reload
for server 127.0.0.1:0, exiting...
Thanks..
David
On Tue, Aug 18, 2009 at 10:55 AM, David Holder
david.hol...@gmail.comwrote:
Hi Günther,
I'm using Fedora core and no such file exists.
As far as I know, Apadche2::Reload comes bundled in with
mod_perl.
So I
don't know why this is working.
Regards,
David
On Tue, Aug 18, 2009 at 10:05 AM, guenther.ra...@gmx.de
wrote:
Hi David,
are you using SuSE Linux?
If so, please add the statement perl to
APACHE_MODULES=... in /etc/sysconfig/apache2
and restart
[otrs] Apache::DBI/Reload and Mod_Perl support assessment
Hi Everyone I've got OTRS installed onto a Fedora Core 11 box and would like to resolve these performance issues: Check Comment State Check if the system use Apache::DBI. Apache::DBI should be used to get a better performance (pre establish database connections). Critical Check if the system use Apache::Reload/Apache2::Reload. You should use Apache::Reload or Apache2::Reload to increase your performance. Critical Check used mod_perl version. You should use mod_perl to increase your performance. Critical I have ensured that mod_perl / apache2::reload / apache::DBI is also installed. I know for apache::DBI requires modification of the config.pm http://config.pm file. But with the windows version of OTRS the apache2::Reload and mod_perl were turned on by default. Excuse my Linux n00bness, would really appreciate some help with getting these issues resolved. Thanks. David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Apache::DBI/Reload and Mod_Perl support assessment
Hi Michiel,
I've done as you've instructed, restarted my web server but still it's
coming up as critical in my support assesment. Any ideas?
David
Michiel Beijen wrote:
Hi David,
Apart from installing Apache::DBI you would also need to call it after
mod_perl startup and before the activation of the DBI modules - edit
|scripts/apache2-perl-startup.pl
|
use Apache::DBI ();
Apache::DBI-connect_on_init('DBI:mysql:connectionstring');
See also http://search.cpan.org/~abh/Apache-DBI/DBI.pm
http://search.cpan.org/%7Eabh/Apache-DBI/DBI.pm
Regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Sun, Aug 16, 2009 at 18:33, David Holder david.hol...@gmail.com
mailto:david.hol...@gmail.com wrote:
Hi Everyone
I've got OTRS installed onto a Fedora Core 11 box and would like
to resolve these performance issues:
Check Comment State
Check if the system use Apache::DBI.
Apache::DBI should be used to get a better performance (pre
establish database connections).Critical
Check if the system use Apache::Reload/Apache2::Reload.
You should use Apache::Reload or Apache2::Reload to increase your
performance.Critical
Check used mod_perl version.
You should use mod_perl to increase your performance. Critical
I have ensured that mod_perl / apache2::reload / apache::DBI is
also installed. I know for apache::DBI requires modification of
the config.pm http://config.pm file. But with the windows
version of OTRS the apache2::Reload and mod_perl were turned on by
default.
Excuse my Linux n00bness, would really appreciate some help with
getting these issues resolved.
Thanks.
David
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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/
-
OTRS 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] Apache::DBI/Reload and Mod_Perl support assessment
Hi Michiel,
In my apache2-perl-startup.pl I have this at the top:
use strict;
use warnings;
Apache::DBI-connect_on_init('DBI:mysql:otrs', 'otrs', 'MyOTRSPassword');
Then the rest...
Thanks,
On Sun, Aug 16, 2009 at 10:15 PM, Michiel Beijen mich...@beefreeit.nlwrote:
Are you sure you've called it in the configuration file BEFORE any of the
DBI modules are loaded? If you use apache2-perl-startup.pl you best add to
the TOP of the file, and not the bottom.
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Sun, Aug 16, 2009 at 23:10, David Holder david.hol...@gmail.comwrote:
Hi Michiel,
I've done as you've instructed, restarted my web server but still it's
coming up as critical in my support assesment. Any ideas?
David
Michiel Beijen wrote:
Hi David,
Apart from installing Apache::DBI you would also need to call it after
mod_perl startup and before the activation of the DBI modules - edit
scripts/apache2-perl-startup.pl
use Apache::DBI ();
Apache::DBI-connect_on_init('DBI:mysql:connectionstring');
See also
http://search.cpan.org/~abh/Apache-DBI/DBI.pmhttp://search.cpan.org/%7Eabh/Apache-DBI/DBI.pm
Regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Sun, Aug 16, 2009 at 18:33, David Holder david.hol...@gmail.comwrote:
Hi Everyone
I've got OTRS installed onto a Fedora Core 11 box and would like to
resolve these performance issues:
Check Comment State Check if the system use Apache::DBI.
Apache::DBI should be used to get a better performance (pre establish
database connections). Critical Check if the system use
Apache::Reload/Apache2::Reload.
You should use Apache::Reload or Apache2::Reload to increase your
performance. Critical Check used mod_perl version.
You should use mod_perl to increase your performance. Critical
I have ensured that mod_perl / apache2::reload / apache::DBI is also
installed. I know for apache::DBI requires modification of the
config.pmfile. But with the windows version of OTRS the apache2::Reload and
mod_perl
were turned on by default.
Excuse my Linux n00bness, would really appreciate some help with getting
these issues resolved.
Thanks.
David
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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/
-
OTRS 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/
-
OTRS 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] Customer notification of closed ticket
Hi Everyone, Does anyone know how to set OTRS so that notifications are automatically sent to a customer when his/her ticket has been closed? I thought this would be done automatically when a ticket is closed and note-external is selected or likewise, but alas it doesn't. Failing that is there a way of setting it up in auto notifications and using a variable such as OTRS_TICKET_* Thanks, David - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
