[otrs] Ticket Ownership Changes
Is there any way to stop OTRS from changing ownership of a ticket just because I touched it? I have tickets assigned to a technician but will often place notes in the ticket (authorization for expenditures, etc.). I want to leave ownership with the technician and just insert a note. Thank you Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: [EMAIL PROTECTED] Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] HELP Customer Notifications Showing in Summary View
Whenever we change the owner on an existing ticket, the This is just a note message that goes to the customer replaces the original text in the summary view. Now, we have several tickets that list the owner of your ticket # has been changed to Technician Bob. In the summary view instead of listing the problem. We have to zoom to each ticket to see what the issue is. Any ideas why it would be doing this and/or how to fix it? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: [EMAIL PROTECTED] Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] More info on customer notifications in queue view
I did some testing and discovered the following: 1. Create ticket using Email-Ticket button 2. Open ticket and change owner 3. Owner notification is visible in Queue view instead of original text It does not do it for tickets submitted via email or created using the Phone-Ticket button. Any suggestions? I am running OTRS 2.0.4 on Open SuSE 10.1 Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: [EMAIL PROTECTED] Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Queue View Problems
Ive had a couple of tickets today that show the text of the owner change notification when in the queue view. If I zoom to the ticket, it looks fine. Anyone else experience this? Any idea why or how to correct it? I have several other tickets that are fine. Thanks, Joe Fusco ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Agents as customers?
Greetings, I am in the last stages of configuring OTRS and will be rolling it out soon. My question is should I enter my agents as customers as well? Each has potential to be either. Would I encounter any problems if I do this? Thanks, Joe Fusco ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Customizations to the agent login interface
I
figured out how to do the link from the agent login to the customer
login. It took a bit of research since Im not familiar with the
.dtl syntax but heres what I did:
[SNIP]
p
table
border=0 width=800 cellspacing=0
cellpadding=8
tr
td width=120 class=header img
src="" /td
td class=mainhead3$Text{Ocean Dental Trouble Ticket
System}/td
/tr
/table
br
table
border=0 width=800 cellspacing=0
cellpadding=3
tr
td align=center class=medium$Text{This is
the agent login screen. Users, please} a
href=""
class=medium$Text{Click Here to
Login}/a/td
/tr
/table
br
[SNIP]
The
first table shows the company logo and title in the black box. That was
just a matter of editing the existing code. The second table is where the
link is. I also edited css.dtl to add the class medium to
provide the size, color and weight of text I wanted for the link.
This
may be simplistic to some of you but I thought I would post it in case someone
else was interested in doing what I did.
Joe Fusco
Network
Manager
Ocean
Dental Corporate Headquarters
Stillwater, OK
Email:
[EMAIL PROTECTED]
Customer
Service: The state of voluntary subjection to a customer, the condition
of being bound to service.
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[otrs] Linking to customer login from agent login
I am
customizing the agent login screen (/opt/otrs/Kernel/Output/HTML/Standard/Login.dtl).
I want to put a link that says Customers, please login here at
the top between the header and the login box. I successfully placed it at the
bottom thusly:
!--
start footer --
bcenterThis
is the helpdesk agent login screen.br
Customers,
please a href=""
here/a/center/b
/body
/html
!--
end footer --
But
when I try to place it anywhere above the login box, it completely buggers up
the formatting or, at best, the actual link portion is not visible. The
example below results in the missing link text.
p
table
border=0 width=800 cellspacing=0
cellpadding=8
tr
td width=120 class=header img
src="" /td
td class=mainhead3$Text{Ocean Dental Trouble Ticket
System}/td
/tr
/table
bcenterThis
is the helpdesk agent login screen.br
Customers,
please a href=""
here/a/center/b
form
action="" method=post
enctype=application/x-www-form-urlencoded
name=login
input
type=hidden name=Action value=Login
input
type=hidden name=RequestedURL
value=$QData{RequestedURL}
input
type=hidden name=Lang
value=$Env{UserLanguage}
table
border=0 cellspacing=0 cellpadding=3
width=270
tr
td align=center
class=singleboxhead$Text{Helpdesk Agent
Login}/td
/tr
tr
What
magical text (or syntax) must I use to get my link at the top?
Thanks
in advance for any help,
Joe
Fusco
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[otrs] Customer Web Interface
How do I modify the customer web interface? I couldnt find it in the manual. I want to replace the Logo and Company Name text. Thanks, Joe Fusco IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Customizing the Customer Interface
Where do I need to go to customize the customer interface? Right now it has green bars that say LOGO and COMPANY NAME with FOOTER and FOOTER2 at the bottom. What file(s) do I need to edit? Thanks, Joe Fusco IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] New Ticket Notification
How do I enable new ticket notification for an agent? Ive tried selecting YES on the new ticket and move ticket options but they dont seem to work. Thank you Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: [EMAIL PROTECTED] Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] New ticket notification
I must be missing something. I have successfully set up OTRS to accept mail. All mail coming in to [EMAIL PROTECTED] creates a new ticket and the ticket is routed to the RAW queue. I have the raw queue assigned to the unassigned group. The single member of the unassigned group is IT with an email address that is a distribution list ([EMAIL PROTECTED]). This address will distribute any mail to myself and the other IT person. My thought was that if someone sends an email that generates a new ticket, we are notified via email. This isnt happening. I have IT set as the owner of the unassigned group and have the IT profile New ticket notification set to Yes. The mail is getting to the server, OTRS is picking it up and creating a new ticket, the new ticket is being assigned to the raw queue but there does not appear to be an email being sent out as notification. Here is a copy of the system log: Wed Aug 23 11:20:04 2006 notice OTRS-PM3-10 Fetched 1 email(s) from [EMAIL PROTECTED] Wed Aug 23 11:20:03 2006 notice OTRS-PM3-10 New Ticket [200608231029/Testing] created (TicketID=6,Queue=Raw,Priority=3 normal,State=new) Wed Aug 23 11:19:37 2006 notice OTRS-CGI-10 User: jfusco authentication ok (REMOTE_ADDR: 10.1.1.1). Wed Aug 23 11:15:52 2006 notice OTRS-CGI-10 User: jfusco authentication ok (REMOTE_ADDR: 10.1.1.1). Wed Aug 23 11:01:33 2006 notice OTRS-CGI-10 User: jfusco authentication ok (REMOTE_ADDR: 10.1.1.1). Wed Aug 23 10:50:03 2006 notice OTRS-PM3-10 Fetched 1 email(s) from [EMAIL PROTECTED] Wed Aug 23 10:50:03 2006 notice OTRS-PM3-10 New Ticket [200608231011/Notification Te] created (TicketID=5,Queue=Raw,Priority=3 normal,State=new) As a side, I have given myself all rights to the unassigned group except owner. I have the raw queue in my favorites list. I cannot, however, see any of the new tickets in the raw queue when logged in as myself. I can only see them when logged in as IT. This is why you see my authentication three times. I was checking to see if there were any new tickets. There were but I couldnt see them. Any help is appreciated Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: [EMAIL PROTECTED] Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Going directly to OTRS
I have OTRS installed on a SuSE 10.1 system. I just completed the installation and have installed a single user, myself. The host name of the system is web1.domain.com. I have a DNS record for helpdesk.domain.com that points to the IP address of this system. When I go to helpdesk.domain.com, I get the default Apache It Works! page. How do I direct traffic from helpdesk.domain.com directly to OTRS? Keep in mind that I am also planning on setting up a project management service and will want project.domain.com to direct to that site so updating the DocumentRoot in the Apache config is not the way I want to go. Thank you Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 Cell: 405.612.8040 Email: [EMAIL PROTECTED] Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Do I need an MX Record?
We have a hosted email provider and have an MX record in our DNS for domain.net. Im planning on setting up a mail server on FC5 for use by OTRS. It seems to be the simplest way to get mail in and out of the system. Do I need to set another MX record for helpdesk.domain.net? Will I be able to set another MX record? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: [EMAIL PROTECTED] Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Fetchmail not working
I have an IMAP mailbox that I'm trying to pull mail from. I was originally using a Windows host but switched to Linux (Fedora Core 5) when I discovered that OTRS under Windows cannot retrieve mail from an IMAP mailbox. I have the system set up and sending mail just fine. I edited the example IMAP fetch line in .fetchmailrc to: poll [mailserver] protocol IMAP port 993 plugin openssl s_client -connect %h:%p user helpdesk pass [pwd] is helpdesk here (the elements in [] were removed for security) I have helpdesk set up as a user in OTRS. When I try to run fetchmail -a, as it says in the OTRS documentation, I receive the following: gethostbyname failed for static-host Name or service not knownCannot find my own host in hosts database to qualify it! Trying to continue with unqualified hostname. DO NOT report broken Received: headers, HELO/EHLO lines or similar problems! DO repair your /etc/hosts, DNS, NIS or LDAP instead. fetchmail: no mailservers have been specified. The documentation says a working SMTP configuration on the OTRS machine is required. Could that be my problem? How do I tell if I have a working SMTP configuration or not? If that's not my problem, does anyone have any suggestions? Also, would it be better to pull mail from my hosted Exchange server or set up the OTRS host as a mail server as well and just grab mail directly? Any help/advice is appreciated. == Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 Cell: 405.612.8040 PLEASE NOTE NEW EMAIL ADDRESS Email: [EMAIL PROTECTED] Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] OTRS killed Apache
Im a relative neophyte with Linux. I installed Fedora Core 5 on a system and was able to get to the Apache test page. I downloaded the RPM for OTRS and ran it. After it installed, I restarted Apache and received the following: Starting httpd: [date time] [warn] useless use of AllowOverride in line 19 httpd: apr_sockaddr_info_get() failed for static-host httpd: could not reliably determine the server's fully qualified domain name, using 127.0.0.1 for ServerName And the http daemon fails. I cant even figure out where OTRS installed and cant for the life of me remember where the Apache/httpd config files are stored. Can anyone help get me started? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 Cell: 405.612.8040 PLEASE NOTE NEW EMAIL ADDRESS Email: [EMAIL PROTECTED] Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] RE: OTRS Killed Apache
Tom,
Thanks for the reply. I was able to locate the Apache/httpd config file
in etc/httpd/ but still am unable to locate the OTRS config files. What
directory are they in?
Thanks,
Joe Fusco
--
Message: 6
Date: Wed, 5 Jul 2006 14:11:40 -0400
From: Tom French [EMAIL PROTECTED]
Subject: RE: [otrs] OTRS killed Apache
To: User questions and discussions about OTRS.org otrs@otrs.org
Message-ID:
[EMAIL PROTECTED]
Content-Type: text/plain; charset=iso-8859-1
Joe,
Look here and change the FQDN:
OTRS--otrs--Kernel file config.pl
$Self-{'FQDN'} = 'server1';
Tom French
Network Administrator
DEI Services Corp.
7213 Sandscove Court
Suite One
Winter Park, FL 32792
(407) 678-3388 ext. 208
www.deicorp.net
https://webmail.internal.deicorp.net/exchweb/bin/redir.asp?URL=http://w
ww.deicorp.net/
From: [EMAIL PROTECTED] on behalf of Joe Fusco
Sent: Wed 7/5/2006 1:06 PM
To: otrs@otrs.org
Subject: [otrs] OTRS killed Apache
I'm a relative neophyte with Linux. I installed Fedora Core 5 on a
system and was able to get to the Apache test page. I downloaded the
RPM for OTRS and ran it. After it installed, I restarted Apache and
received the following:
Starting httpd: [date time] [warn] useless use of AllowOverride in
line 19
httpd: apr_sockaddr_info_get() failed for static-host
httpd: could not reliably determine the server's fully qualified domain
name, using 127.0.0.1 for ServerName
And the http daemon fails. I can't even figure out where OTRS installed
and can't for the life of me remember where the Apache/httpd config
files are stored. Can anyone help get me started?
Thanks
Joe Fusco
Network Manager
Ocean Dental Corporate Headquarters
206 W. 6th
Stillwater, OK 74074
Ph: 405.707.0600
Fax: 405.707.7129
Cell: 405.612.8040
Email: [EMAIL PROTECTED]
Customer Service: The state of voluntary subjection to a customer, the
condition of being bound to service.
IMPORTANT - This e-mail message is intended only for the use of the
individual or entity to which it is addressed, and may contain
information that is privileged, confidential and exempt from disclosure
under applicable law. If you are not the intended recipient, you are
hereby notified that we do not consent to any reading, dissemination,
distribution or copying of this e-mail message. If you have received
this communication in error, please notify the sender immediately by
return e-mail, delete this e-mail, delete the transmitted information
and destroy any copies. Any dissemination or use of this information by
a person other than the intended recipient is unauthorized and may be
illegal. Violators may be prosecuted.
E-mail transmission cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, destroyed, arrive
late, incomplete, or contain viruses. The sender therefore does not
accept liability for any errors or omissions in the contents of this
message, which arise as a result of e-mail transmission.
___
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Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support orr consulting for your OTRS system?
= http://www.otrs.com/
[otrs] FW: OTRS Killed Apache
Okay, I found the OTRS config file. I didn't see that line so I added
it... still didn't help. Any other suggestions?
Thanks,
Joe
-Original Message-
From: Joe Fusco
Sent: Wednesday, July 05, 2006 2:08 PM
To: 'otrs@otrs.org'
Subject: RE: OTRS Killed Apache
Tom,
Thanks for the reply. I was able to locate the Apache/httpd config file
in etc/httpd/ but still am unable to locate the OTRS config files. What
directory are they in?
Thanks,
Joe Fusco
--
Message: 6
Date: Wed, 5 Jul 2006 14:11:40 -0400
From: Tom French [EMAIL PROTECTED]
Subject: RE: [otrs] OTRS killed Apache
To: User questions and discussions about OTRS.org otrs@otrs.org
Message-ID:
[EMAIL PROTECTED]
Content-Type: text/plain; charset=iso-8859-1
Joe,
Look here and change the FQDN:
OTRS--otrs--Kernel file config.pl
$Self-{'FQDN'} = 'server1';
Tom French
Network Administrator
DEI Services Corp.
7213 Sandscove Court
Suite One
Winter Park, FL 32792
(407) 678-3388 ext. 208
www.deicorp.net
https://webmail.internal.deicorp.net/exchweb/bin/redir.asp?URL=http://w
ww.deicorp.net/
From: [EMAIL PROTECTED] on behalf of Joe Fusco
Sent: Wed 7/5/2006 1:06 PM
To: otrs@otrs.org
Subject: [otrs] OTRS killed Apache
I'm a relative neophyte with Linux. I installed Fedora Core 5 on a
system and was able to get to the Apache test page. I downloaded the
RPM for OTRS and ran it. After it installed, I restarted Apache and
received the following:
Starting httpd: [date time] [warn] useless use of AllowOverride in
line 19
httpd: apr_sockaddr_info_get() failed for static-host
httpd: could not reliably determine the server's fully qualified domain
name, using 127.0.0.1 for ServerName
And the http daemon fails. I can't even figure out where OTRS installed
and can't for the life of me remember where the Apache/httpd config
files are stored. Can anyone help get me started?
Thanks
Joe Fusco
Network Manager
Ocean Dental Corporate Headquarters
206 W. 6th
Stillwater, OK 74074
Ph: 405.707.0600
Fax: 405.707.7129
Cell: 405.612.8040
Email: [EMAIL PROTECTED]
Customer Service: The state of voluntary subjection to a customer, the
condition of being bound to service.
IMPORTANT - This e-mail message is intended only for the use of the
individual or entity to which it is addressed, and may contain
information that is privileged, confidential and exempt from disclosure
under applicable law. If you are not the intended recipient, you are
hereby notified that we do not consent to any reading, dissemination,
distribution or copying of this e-mail message. If you have received
this communication in error, please notify the sender immediately by
return e-mail, delete this e-mail, delete the transmitted information
and destroy any copies. Any dissemination or use of this information by
a person other than the intended recipient is unauthorized and may be
illegal. Violators may be prosecuted.
E-mail transmission cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, destroyed, arrive
late, incomplete, or contain viruses. The sender therefore does not
accept liability for any errors or omissions in the contents of this
message, which arise as a result of e-mail transmission.
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[otrs] OTRS vs Apache - The continuing saga
I went into the httpd.conf file and added the line ServerName 10.1.1.X:80 and it got rid of the could not determine the FQDN error but httpd is still failing. Any suggestions? Thanks, Joe Fusco IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Problem in otrs.conf
I'm using Fedora Core 5 and have installed the otrs rpm. The included readme says install the rpm, restart apache, and launch the web configuration. Apache still won't start. When I rename the /etc/conf.d/otrs.conf file, httpd starts just fine. That tells me the problem is in the otrs.conf file... but where? I'm not getting any feedback, other than a warning about a useless use of AllowOverride, that tells me where the problem might be. ANY help is appreciated. Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 Cell: 405.612.8040 PLEASE NOTE NEW EMAIL ADDRESS Email: [EMAIL PROTECTED] Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Enable Incoming Email on Windows
I have a Windows 2003 R2 server running OTRS. I have it mailing out but the documentation is a little vague on setting it up to receive email. Does anyone have any step-by-step help? Anyone know how/where I set up the cron job to retrieve mail? Anyone know how to set the cron job so it removes the mail from an IMAP mailbox rather than leaving it on the server? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 Cell: 405.612.8040 Email: [EMAIL PROTECTED] Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] What does locking a ticket do?
Locking a ticket allows the technician who has it locked to work on it exclusively. This way, there are no conflicts of who saved it last because only one technician can be working on the ticket at a time. Once the technician is done with it and it is unlocked, the ticket can then be checked out by another technician. Does that make any sense? == Joe Fusco Network Manager Ocean Dental Corporate Offices 2322 W. 7th Avenue Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.0602 Email: [EMAIL PROTECTED] Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of James Marcinek Sent: Thursday, September 22, 2005 3:26 PM To: otrs@otrs.org Subject: [otrs] What does locking a ticket do? I know this may sound silly but can someone let me know what this does? We're in the process of piloting this and I can't figure it out (I looked in the doc's...) Thanks, James ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.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 Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] HowTo: make customer receive email if I post a note
Use the Empty Answer and leave the status as open. That's what I've been doing. == Joe Fusco Network Manager Ocean Dental Corporate Offices Stillwater, OK 74074 Email: [EMAIL PROTECTED] Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Juris Smits Sent: Wednesday, September 21, 2005 5:19 AM To: otrs@otrs.org Subject: [otrs] HowTo: make customer receive email if I post a note Hello, I am looking for a way to accomplish following thing that I add a note to existing ticket and customer will receive a notification about it in his/her mailbox. Is that possible? I have tried with note-external, but in that case customer does not get email and can see the note only through customer interface. Thanks in advance, Juris ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f|r Ihr OTRS System? = http://www.otrs.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 Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Salutations
Okay, I found the default salutations of Mr. and Mrs. in the kernel\config\defaults.pm file. I know I dont want to change that file but what do I need to put into the kernel\config.pm file to change those defaulst to Mr. and Ms. or add Ms. or add a blank selection? Thanks, Joe Fusco ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] SMTP Authentication
Im running off a cable modem with the ISPs mail
system. I dont have an email account set up with them for OTRS. I
have OTRS running local since I am the only user. Im not worried
about incoming mail. I can easily create the tickets by hand. I would,
however, like to have OTRS send out notifications of ticket creation,
resolution, etc.
I modified the config.pm file yesterday to include the
following:
# SendmailModule
$Self-{'SendmailModule'} =
'Kernel::System::Email::SMTP';
$Self-{'SendmailModule::Host'} =
'smtp.[mailprovider].com';
$Self-{'SendmailModule::Port'} =
'25';
$Self-{'SendmailModule::AuthUser'} =
'myusername';
$Self-{'SendmailModule::AuthPassword'}
= 'mypassword';
My email, using MS outlook and POP3, works fine. When
OTRS tries to send a message, I get Authentication Failed.
Is there some other setting I need to tweak or should I contact the cable
companys High Speed Internet helpdesk to see what I need to do to
authenticate?
Thanks,
Joe Fusco
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